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.

Why are calls placed on hold or parked intermittently disconnected?

Calls experiencing the following symptoms are caused by a malfunctioning router or switch. Please refer to the Troubleshooting Guide for assistance or contact a qualified network technician to help you.

  • Placing a call on hold does not provide hold music to the caller and hold music has not been disabled.
  • Calls placed on hold are disconnected.
  • Parked calls are disconnected.