Cloud PBX Office Telephone System – Basic Troubleshooting Guide

Despite the high level of reliability a cloud PBX office telephone system may need some troubleshooting and server upgrade from time to time. But the main difference between a cloud phone and a traditional telephone system is that the latter means dollars whilst a cloud PBX doesn’t. Server upgrades and major maintenance transpire over your service provider which means the cost is shouldered by the provider. Basic troubleshooting on the other hand means you just need to do basic check and tweaking of your phones.

Basic Troubleshooting Guide

Since a cloud PBX office telephone system uses the internet it is best that you check your connection first during a down time before fiddling with any of the settings. Make sure that your ISP is not conducting any repairs and or maintenance. Be sure to also check the Ethernet wires across your network and make sure that there are no kinks or folds. Make it also a habit to check your modem or router if it is working properly.

If problems of quality arise with you cloud PBX office telephone system and you are sure that you have a decent internet connection then it is likely that your modem is causing it. You can have your VoIP service provider tweak the settings to prioritize VoIP traffic than other data to ensure enough bandwidth allocation. If it still doesn’t do the trick then it is advisable that replace it with a brand and model that your provider will recommend.

Another common problem is the NR or not registered state, this means that your phones cannot connect to the server thus your account can’t be accessed. All you need to do in this case is to restart your IP phone or soft phone along with your internet connection to re-establish the connection between your phones and your service provider’s network. If you are leaving your phone on 24/7 it is also advisable to restart it from time to time, once a week will do. This will allow your phones to download and update the firmware automatically to remove any glitches or bugs that the previous firmware might have. This will also let the application reboot for better performance. 

Lastly, if you feel that the quality is being affected by computer usage in a shared internet connection then using an audio codec that uses less bandwidth like the g729 is advisable. However if your computer usage involves video streaming, file upload and download or any task with massive bandwidth usage then you might to look into acquiring a dedicated internet connection for your cloud PBX office telephone system.