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Diagnostics
The Diagnostics tools give you views of the call activity in Switchvox and help you evaluate potential problems:
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Connection Status
This tool displays Connection Status information for the following entities connected to Switchvox:
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The phone should be set to register every 120 seconds. Some phones are by default set to only register once. See your phone’s user manual for more information about this setting.
The phone must know the Switchvox IP address, and it must have the same password as the "Phone Password" for the extension. For more information on configuring your phone, see your phone's manual or call your phone's technical support.
The phone must be ON, its Ethernet cord plugged into the phone and the correct Ethernet jack, and it must be on the same LAN as Switchvox (not on a separate partitioned LAN subnet).
There should be no firewall between your phone and Switchvox that could block your phone from accessing Switchvox.
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NOTE: If a SIP phone is not in a Registered state, click its Diagnose button to run a diagnostic tool for that phone. |
External Phones. Phones are considered External if they are not on the same network as Switchvox. This generally means they have to connect to Switchvox over the Internet, or they are located on a separately partitioned network. External phones cannot go through the full diagnostics because Switchvox does not have direct access to these phones.
Finding the IP Address of your SIP Phone. To run the diagnostic tool, you need to know the IP address for your phone.
Polycom Soundpoint IP 300/301/500/501/600/601 Each phone is set up to obtain its IP address via DHCP. You can find the IP address of a Polycom phone by pressing the Menu button on your phone. Then, on the LCD screen of your phone highlight "Status..." and press select and then highlight "Network..." and press select again, then highlight "TCP/IP Parameters..." and press select. Now find the line that starts with "IP:" and write down the IP Address.
Sipura ATA. Connect a phone to the jack labeled "Phone 1" on the front of your ATA. Then on the phone dial "****" you will then hear a voice say "Configuration Menu". Then dial "110#" and it will read back the IP address of your ATA.
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These tools are for Switchvox Technical Support representatives to help you with problems that you might have with Switchvox.
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IMPORTANT: You do not need to, and should not use these tools unless it is at the request of a Switchvox Technical Support representative. |
Technical Support Access lets us access your machine to help diagnose a problem. You must enable Technical Support Access to use the VPN connection. If you disable it, then all access to your system will be closed, including an open VPN connection. A Technical Service Request (TSR) can be downloaded, then sent to Switchvox Technical Support.
Affected Version(s)
SMB 5.7