MNET Services>Telecom Voice>IP Telephony (VoIP)>Basic Troubleshooting

These instructions cover per-call and per-line blocking for MN.IT's IPT-Hosted Telephone Service. The instructions are also available as a PDF.

Please take these steps before opening an incident with MN.IT about IP telephony. You may not need to contact MN.IT if the issues are in your local area network.

LAN Support Staff Tasks

Your LAN support staff should have:

  • Checked the cables from the IP telephone to the jack.
  • Checked the patch cabling from the station wiring to the patch panel.
  • Checked the cabling from the patch panel to the switch port.
  • Verified that the switch port is correctly configured and running without errors.
  • Moved the suspect telephone to a new switch port and confirmed that the failure persists.
  • Reviewed all recent changes to your data network that can affect the path from the switch to outside your building.
  • Confirmed that desktop or laptop computers are able to get to the Internet from your site.

Collect Information

If the problem still persists after your LAN support staff has performed its review, you should collect the following information. The information will be requested as part of opening the incident.

  • Your agency name and location (e.g. city). If the problem is affecting telephones at another site within your agency, we will need the location of the site.
  • The name and telephone number of your organization's IP Coordinator, LAN staff, or Help Desk staff.
  • The number of users affected by the issue.
  • The number of telephones affected by the issue, if different from the number of affected users.
  • Are neighboring telephones affected at all, even if they remain in service? If so, how.
  • When was the problem detected?
  • Are your desktop and laptop computers able to get to the Internet?
  • Is the affected telephone for a call center (agent/supervisor) or an IPT user? If more than one telephone is affected, please supply this information for each.
  • The name(s) and telephone number(s) of the people whose telephones are affected.
  • The telephone number(s) of the affected instruments. In many cases, these are the same numbers as for the previous question.
  • If available, the IP address(es) and MAC address(es) of the affected instruments. MAC address information is available under the settings button on the telephone. Press settings, then 3 (Network Configuration). The MAC address is item 3 and the IP address is item 6.
  • Any available description of the issue.
  • If there is a problem with a particular call, please indicate so and supply:
    • The calling telephone number.
    • The called telephone number.
    • The date and time of the call (or attempted call).
    • Was the call incoming or outgoung?
  • When the affected telephones last rebooted. You can locate this information by pressing settings, then 5 (Status), then 2 (Network Statistics). The desired value is the Elapsed Time.

Agent/Supervisor Information

This information is needed in addition to the above.

  • What is the ACD group name having the issue?
  • What is the agent / supervisor Login ID?
  • What is the agent password?
  • What is the agent extension number?
  • Is this a new agent / supervisor?
  • Did you receive an error message? If so, what is the message? Please provide a screen shot of any error message.
  • What steps have you already completed within your repair process?