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Check Voicemail - Access your voicemail box from any phone or check your email for audio attachments.

From your desk phone, dial *98 and enter your PIN when prompted.
From any external phone, dial your main number and press # during the greeting.
Check your email — voicemails are delivered as audio attachments to your registered email address.
Default PIN is your extension number. Change it by pressing 0 at the voicemail main menu.

Softphone not ringing on incoming calls? Follow these steps to restore push notifications.

Open Softphone and confirm your status is Available (not DND or Away).
Go to your phone's Settings → Notifications → Softphone and ensure all alerts are enabled.
Check that Background App Refresh is enabled for Softphone in iOS Settings, or Battery Optimization is disabled on Android.
Force-close and reopen Softphone. Wait 30 seconds and test with a call from another phone.
If still not ringing, sign out of Softphone and sign back in to re-register the push token.

One way audio - You can hear the caller but they can't hear you, or vice versa.

On a desk phone, check that the handset or headset is fully plugged in and not muted.
On Softphone, check that microphone permission is granted in your phone's app settings.
Try switching from handset to speakerphone (or vice versa) mid-call to isolate the issue.
If the issue is consistent across multiple calls, submit a support ticket — this may be an routing issue we need to resolve on the server side.

Desk Phone Offline - shows no service or won't register.

Unplug the network cable from the phone, wait 10 seconds, and plug it back in.
Check that your internet connection is working — try a website on a nearby device.
On Yealink phones: go to Menu → Status → check that IP address shows a valid 192.168.x.x address (not 0.0.0.0).
On Fanvil phones: press the left arrow key → Status → check Network and SIP registration status.
If the phone has an IP but won't register, contact us — your extension may need to be re-provisioned.

Video Door Phone Not Working

Check that the Video Door Phone has a solid green LED — if it's flashing or red, it's not registered to the system.
Verify the PoE switch or injector is providing power in your comms closet— the i60K requires PoE, not a standard port.
Check that the phones in the office are themselves registered and able to receive calls.
If the door phone was recently unplugged or moved, it may need to be re-registered — contact us and we'll reprovision it remotely.

Call goes straight to voicemail: Inbound calls skip ringing and go directly to voicemail.

Check that Do Not Disturb (DND) is not enabled on the desk phone — look for a DND icon on the screen.
On Fanvil: press the DND softkey to toggle it off. On Yealink: press the DND button or check Menu → Features → DND.
Check that Call Forwarding is not set — dial *73 to cancel all call forwarding.
Verify that you can call out. Inbound calls may be going to voicemail due to a routing issue. Contact us to investigate.

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