Information Systems:Phone System Troubleshooting Checklist - Revision history

Norwinu: Some clarifications

2021-05-31T18:21:24Z

Some clarifications

Norwinu: /* Headset automatically picking up calls */

2021-05-31T18:10:23Z

Headset automatically picking up calls

Norwinu: Update headset issue

2021-05-31T18:07:45Z

Update headset issue

Norwinu: Add headset issue

2021-05-28T19:12:51Z

Add headset issue

Aaront at 21:04, 24 September 2020

2020-09-24T21:04:04Z

Norwinu at 21:51, 23 January 2020

2020-01-23T21:51:05Z

Norwinu: Norwinu moved page Information Systems:VoIP Phone System Troubleshooting Checklist to Information Systems:Phone System Troubleshooting Checklist

2020-01-23T21:46:33Z

Norwinu moved page Information Systems:VoIP Phone System Troubleshooting Checklist to Information Systems:Phone System Troubleshooting Checklist

Norwinu at 21:45, 23 January 2020

2020-01-23T21:45:23Z

Norwinu: Created page with "{| class="wikitable" |- ! Problem !! Suggested fix |- | Need 3CX configuration support || 3CX has excellent documentation on its website, as well as a very active forum. For c..."

2020-01-23T21:36:57Z

Created page with "{| class="wikitable" |- ! Problem !! Suggested fix |- | Need 3CX configuration support || 3CX has excellent documentation on its website, as well as a very active forum. For c..."

New page

{| class="wikitable"
|-
! Problem !! Suggested fix
|-
| Need 3CX configuration support || 3CX has excellent documentation on its website, as well as a very active forum. For critical issues, RingOffice offers premium support. 3CX also offers premium support at $75 per ticket/issue.
|-
| Modify existing VoIP services || Use the ThinkTel RingOffice web portals.
|-
| No dial tone || Check the 3CX server
|-
| 3CX not accessible after firewall changes
|-
| Headset not working || Try rebooting the headset
|}

[[Category: Phone System]]
[[Category: Troubleshooting]]

@@ Line 31: / Line 31: @@
 EPOS headsets have call control functionality that allow incoming calls to be picked up using the Call Answer button on the headset. The normal behavior is for the Call Answer signal to be sent only when either the button is pressed, or the headset is taken off-hook i.e. removed from the base (on-hook). However, Customer Service agents reported that calls were ''at times'' and ''randomly'' being automatically answered (picked up) without a button-press and while off-hook (e.g. call answered while headset sitting on desk or being worn while walking down the hall).
-''Update May 2021:'' This issue has been resolved. The headset is functioning correctly and the undesired behavior was due to a) two headset features that were enabled and working as intended but not desired and b) a misunderstanding of how link establishment works with these Sennheiser headsets. Specifically, the headset can be in two states (when not docked on the base) - '''Link established''', and the opposite case. For simplicity sake, these states are analogous to a mic being hot or off. This is indicated by the blue LED on the base (and on the headset). In the '''Link established''' state, any audio will play on the headset. However, with the softphone, there is no simulated dialtone as there is with the deskphone, so there is only a visual cue (unless you have excellent hearing and can hear the white noise) that the headset is in this state. Moreover, in this state, calls are auto-answered. This makes sense when considered what this state represents i.e. analogous to having the handset of your deskphone off-hook and up to your ear. In other words, already listening in.
+''Update May 2021:'' This issue has been resolved. The headset is functioning correctly and the undesired behavior was due to a) two headset features that were enabled and working as intended but not desired and b) a misunderstanding of how link establishment works with these Sennheiser headsets. Specifically, the headset can be in two states (when not docked on the base) - '''Link established''', or not (link off). For simplicity sake, the Link established state is analogous to a mic being hot. This is indicated by a lit blue LED on the base (and on the headset). In this state, any audio will play on the headset and receive audio on the mic. However, with the 3CX softphone, there is no simulated dialtone as there is with the deskphone, so there is only a visual cue (unless you have excellent hearing and can hear the white noise) that the headset is in this state. Moreover, in this state, calls are auto-answered, as this is analogous to having the button pressed on a PA or intercom.
-The way the '''Link established''' state can be unknowingly/accidentally activated is where the two features come in. Namely, '''Auto Link''' and '''USB Auto Audio''' establishes a link in response to taking the headset off the base and USB activity, respectively. Neither of these need to be enabled. Also, pressing the headset button a second time after ending a call (since there's a delay in the response) can leave the headset in this state.
+The way the '''Link established''' state can be unknowingly/accidentally activated is where the two features come in. Namely, '''Auto Link''' and '''USB Auto Audio''' establishes a link in response to taking the headset off the base and activity detected on the USB port, respectively. Neither of these are desired features in our environment. Also, pressing the headset button a second time after ending a call (since there's a delay in the response) can leave the headset in this state unknowingly. This explains the random and inconsistent nature of the auto-answer behavior. Consider a scenario where user habits cause them to press the button multiple times after call end (thinking the button press didn't go through) - then the headset is more likely to be in this state throughout the day. Consider another scenario where the headset is set as the primary audio device, the headset is offhook, and notification sounds come through - then USB Auto Audio will establish a link to the headset so that the notification sound is pushed through, and a subsequent call will be auto-answered.
 TL;DR, disable Auto Link and USB Auto Audio, and train users to be mindful of the Link established state (blue LED). These features are best changed in EPOS Connect, which overrides the rocker switches on some models (e.g. D10).

@@ Line 35: / Line 35: @@
 The way the '''Link established''' state can be unknowingly/accidentally activated is where the two features come in. Namely, '''Auto Link''' and '''USB Auto Audio''' establishes a link in response to taking the headset off the base and USB activity, respectively. Neither of these need to be enabled. Also, pressing the headset button a second time after ending a call (since there's a delay in the response) can leave the headset in this state.
-TL;DR, disable Auto Link and USB Auto Audio, and train users to be mindful of the Link established state (blue LED).
+TL;DR, disable Auto Link and USB Auto Audio, and train users to be mindful of the Link established state (blue LED). These features are best changed in EPOS Connect, which overrides the rocker switches on some models (e.g. D10).
 [[Category: Phone System]]

← Older revision		Revision as of 18:07, 31 May 2021
Line 31:		Line 31:
	EPOS headsets have call control functionality that allow incoming calls to be picked up using the Call Answer button on the headset. The normal behavior is for the Call Answer signal to be sent only when either the button is pressed, or the headset is taken off-hook i.e. removed from the base (on-hook). However, Customer Service agents reported that calls were ''at times'' and ''randomly'' being automatically answered (picked up) without a button-press and while off-hook (e.g. call answered while headset sitting on desk or being worn while walking down the hall).		EPOS headsets have call control functionality that allow incoming calls to be picked up using the Call Answer button on the headset. The normal behavior is for the Call Answer signal to be sent only when either the button is pressed, or the headset is taken off-hook i.e. removed from the base (on-hook). However, Customer Service agents reported that calls were ''at times'' and ''randomly'' being automatically answered (picked up) without a button-press and while off-hook (e.g. call answered while headset sitting on desk or being worn while walking down the hall).

		+	''Update May 2021:'' This issue has been resolved. The headset is functioning correctly and the undesired behavior was due to a) two headset features that were enabled and working as intended but not desired and b) a misunderstanding of how link establishment works with these Sennheiser headsets. Specifically, the headset can be in two states (when not docked on the base) - '''Link established''', and the opposite case. For simplicity sake, these states are analogous to a mic being hot or off. This is indicated by the blue LED on the base (and on the headset). In the '''Link established''' state, any audio will play on the headset. However, with the softphone, there is no simulated dialtone as there is with the deskphone, so there is only a visual cue (unless you have excellent hearing and can hear the white noise) that the headset is in this state. Moreover, in this state, calls are auto-answered. This makes sense when considered what this state represents i.e. analogous to having the handset of your deskphone off-hook and up to your ear. In other words, already listening in.
−	''As of May 2021, this is still being reported by some Customer Service agents. The user testimony and issue-reporting surrounding this particular problem is wildly inconsistent. It is being thoroughly investigated and this section will be updated with the outcome/fix -[[User:Norwinu\|norwizzle]] ([[User talk:Norwinu\|talk]])''
		+
		+	The way the '''Link established''' state can be unknowingly/accidentally activated is where the two features come in. Namely, '''Auto Link''' and '''USB Auto Audio''' establishes a link in response to taking the headset off the base and USB activity, respectively. Neither of these need to be enabled. Also, pressing the headset button a second time after ending a call (since there's a delay in the response) can leave the headset in this state.
		+
		+	TL;DR, disable Auto Link and USB Auto Audio, and train users to be mindful of the Link established state (blue LED).

	[[Category: Phone System]]		[[Category: Phone System]]

@@ Line 1: / Line 1: @@
 Use this page as a starting point for diagnosing and troubleshooting issues related to the phone system. Issues and fixes should be added here as they are encountered, for future reference.
 {| class="wikitable"
 |-
@@ Line 19: / Line 20: @@
 |Call history inaccuracies ||  check to see what 3cx webclient thinks should be the Primary Phone
 |}
 [[Category: Phone System]]

@@ Line 16: / Line 16: @@
 |-
 | Headset not working || Try unplugging the headset and plugging it back in. Also try restarting the phone from the 3CX web console.
 |}

← Older revision		Revision as of 21:51, 23 January 2020
Line 1:		Line 1:
		+	Use this page as a starting point for diagnosing and troubleshooting issues related to the phone system. Issues and fixes should be added here as they are encountered, for future reference.
		+
	{\| class="wikitable"		{\| class="wikitable"
	\|-		\|-

← Older revision	Revision as of 21:46, 23 January 2020
(No difference)

@@ Line 5: / Line 5: @@
 | Need 3CX configuration support || 3CX has excellent documentation on its website, as well as a very active forum. For critical issues, RingOffice offers premium support. 3CX also offers premium support at $75 per ticket/issue.
 |-
-| Modify existing VoIP services || Use the ThinkTel RingOffice web portals.
+| Modify existing VoIP services || Use the ThinkTel and RingOffice web portals.
 |-
 |-
-| 3CX not accessible after firewall changes
+| 3CX not accessible after firewall changes i.e. phone system seems to be down || Reboot the firewall. Caution: Rebooting the firewall reboots the firewall. Know what you're doing first.
 |-
 |}