Information Systems:Phone System Troubleshooting Checklist

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.

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 and RingOffice web portals.
No dial tone	A dial tone indicates communication between the IP phone and 3CX (not necessarily related to SIP trunks). If there is no dial tone, the phone might not be connecting to the PBX. Check physical network connections as well as extension registration (via the phone's menu or web GUI).
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.
Outside caller cannot reach an internal extension directly	Use uControl to check that the number is assigned to the main SIP trunk and not the reservation trunk. Check 3CX to see if an inbound route exists.
Headset not working	Try unplugging the headset and plugging it back in. Also try restarting the phone from the 3CX web console.