Helix Telecom has begun a infrastructure modernization project in August, 2026. Documentation, links, instructions and processes related to provisioning equipment, customer portal, voicemail portal, ticket management, SMS, MMS, Fax, softphones, email communications may be incomplete or inaccurate. If you need updated documentation please sign into your account at https://fixmyphonesystem.com and submit a support ticket for assistance.

What is the testing procedure for softphones and customer supplied desk phones?

Please Submit A Ticket including the following information:

Extension number you are entering into your softphone or device.
Password you are entering into your softphone or device.
Domain or proxy address you are entering into your softphone or device.
Operating system you are installing the softphone on (Windows, Android, IOS).
Public IP address of your softphone or device.

A member of our helpdesk staff will complete the following steps:

Confirm the credentials are valid.
Open the link on a Windows XP or Windows 7 computer.
Install the softphone by following the instructions found on the screen using either Windows computer (for desktop softphones) or Android operating system (for mobile devices).
Confirm the softphone registers.
Confirm a phone call can successfully placed from the softphone.
If you provided your Public IP address then we will confirm your IP is not blocked by our system.

Here are the possible results of our tests:

If the softphone does not register or is unable to complete a test call then your request will be submitted to our Infrastructure Department for further troubleshooting.
If the softphone successfully registers and completes a phone call then you will need to contact a qualified computer repair technician to assist you.

If you have any questions about this policy please submit a ticket and a member of our staff will respond within 24 hours.

Customers who choose any other support method including chat or phone support may be billed up to $150 per request.