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.