How Do Our Phones Work?
Clarity Voice uses VoIP (Voice over Internet Protocol) to allow you to make voice calls that are transmitted over the internet instead of using traditional phone lines. Advantages to using VoIP include:
- Cost Savings: VoIP is typically much cheaper than conventional phone systems, and many providers offer unlimited calling plans for a flat monthly fee.
- Flexibility: VoIP can be used from any device with an internet connection, including smartphones, tablets, and laptops. This improves the mobility of your staff and is a major reason why VoIP for business is so popular.
- Scalability: VoIP services can be easily scaled up or down to accommodate business needs and growth.
- Rich Features: VoIP offers a range of advanced features that can help improve communication and customer experience (we cover some of these below).
- High-Quality Audio: VoIP technology (such as Quality of Service, QoS) optimizes internet bandwidth to prioritize crystal clear calls.
Troubleshooting Tips and Solutions
Our phones and phone service are reliable and easy-to-use. In the unlikely event that you do encounter an issue, you can always contact us.
If you do find that you would like to run through a few easy checks before contacting us, please consult the list below for tips.
Troubleshooting Tips
Issue | Items to Check |
Red X or Phone Offline | This is an indicator that something has happened on your Internet Network. This could mean that your Internet is down, or that the Network rebooted out of sequence.
Check these items:
- Go to any device on the Network and make sure that your Internet is currently up.
- If the Internet is up, unplug the power cord from the back of your phone, wait 30 seconds, and then plug it back in. This allows the phone to try to reconnect to the active Network.
- If the phone is not able to reconnect, it is possible that something on the Network is blocking it, or that there is an issue with its ethernet or wireless connection. Please contact us so that we may assist you through resolving the issue.
|
Inbound Call Issue
| If you think that you may not be receiving calls, this could be a Call Routing issue or other related problem, such as all Agents showing offline.
Check these items:
- Go to any device on the Network and make sure that your Internet is currently up.
- If the Internet is up, go to your Domain's Call History.
- Check to see where the Calls are currently going by hovering over a Call and clicking the Cradle to Grave option. Cradle to Grave will show which Time Frames are active and which Agent/Extensions were called, as well as their Status at the time of the Call.
- If you do not see an issue, please contact us so that we may assist you through resolving the issue.
|
|
Outbound Call Issue | If you are receiving Inbound Calls, but having issues making all Outbound calls, this is most likely a Network-related issue. If you are able to receive Inbound Calls, but not Outbound calls, please contact us so that we may assist you through resolving the issue on your Network or rule it out as a cause.
If you are having an issue calling a specific number, this is most likely an issue on the receiving party's end.
Check these items:
- Try calling the number from a non-Business number.
- If you are able to get through, it is possible that the other party has an automatic block of certain types of calls. Please contact us. We will check your Outbound calls and if needed, walk you through dialing out a different way for this recipient.
- If you are not able to get through, then you will know that the other party is having a technical issue on their end and the problem is not isolated to your Business number.
|
Any Call Quality Issue | It is rare to have a Call Quality issue with VoIP service. When it does occur, it can be related to a current Internet or carrier issue, local Network issue, and if isolated to a single phone, could be related to a cord or cable.
Check these items:
- If the problem is currently happening, please contact us so that we can recreate the issue live and narrow down your issue.
- If the problem is not currently happening or is intermittent, try to find a Call Example in your Call History that occurred in the last 48 hours (if possible), then contact us. We will be able to look at the detailed Call Trace, network logs (if using our Watchdog service), and carrier recording if available. This should help us narrow down and resolve the issue.
- Please make sure to let us know if it is an isolated issue with a single phone or location.
|
What If I Have Frequent Internet Issues with My Internet Service Provider?
If you find that your local Internet Service Provider (ISP) has frequent outages or fluctuations, contact us!
- We will help walk through your current Internet equipment to rule out Setting issues such as SIP ALG (a setting enabled by default on many Modems/Routers that affects the way the calls are sent).
- We also have our Watchdog Monitoring Service Solution as an option! We will provide a QoS-enabled Router with Firewall and Cellular Backup that switches on automatically during an Internet Outage and switches itself off when the event is over.
- When you use this service, we will also alert you when an outage or major fluctuation occurs, and will be able to share these logs with you and your Internet Service Provider.
What Do I Do If I Need Technical Support or Have Questions?
We are always here to answer your questions and provide specialized support.
Just give our Customer Service Team a call at 1-800-676-3995.
If you prefer to contact us another way, click here to open a Ticket Request.