Support FAQs

The two basic power connections for IP phones consist of either a manufacturer supplied A/C power supply, or Power Over Ethernet (PoE) cabling from a PoE capable switch.

• Steps To Troubleshoot PoE Connected Phones
  When troubleshooting Power Over Ethernet (PoE) devices, there are a few easy to do troubleshooting steps. We can start by moving the phone to another location of a known working PoE phone. By doing so, we can rule out that phones location in the office as the source of the problem. Does The Phone Power On When Switched With a Known Working PoE Connection?
  
  • If YES
    • At this point you have a few troubleshooting options:
      • The easiest of these steps is to replace the cable from the phone to the wall jack. It very well could be the cable that is having an issue.
      • Next is to switch the port on the switch if you have the available ports to do so. The issue could be isolated to a single physical port on the switch with regards to PoE connectivity.
      • Plug the phone directly into the switch with a single cable. If the phone powers up, then the issue might be do to the cabling run to that location in the building going bad.
      • The final step to try is to reboot the PoE switch to see if the original port continues to have an issue.
  • If NO
    • At this point it might be time to try a A/C Power Adapter to see if the phone will turn on. Do You Have Access To a A/C Power Adapter Specified For Your Model Of Phone? If you do, plug it in and let's determine if the issue is with the PoE connection, or the hardware on the phone.
      • Once plugged in, if your phone does NOT turn on we have tried most everything we can do to self-troubleshoot. It appears that we can have a faulty device at this point. We have the following options to check on getting a replacement for this bad device.
        • If the phone is covered under warranty by Fonality, we can setup a Return Merchandise Authorization (RMA) for the covered device. This usually means that the device was rented/purchased through Fonality, and was purchased less than one year ago. Open a support ticket or contact technical support to start the RMA process.
        • If the phone is not under warranty, then we still have the following options:
          • You may contact Fonality's Account Management Group at 877-Fonality to purchase a new device to replace the faulty one.
          • You can purchase a Fonality supported phone, and contact Fonality's Account Management Group at 877-Fonality to provision the phone for use on your server.
      • If your phones DOES turn on with an A/C Power Adapter:
        • The good news is that the phone is okay. At this point, we have a few options.
          • Use A/C power for the phone.
          • Troubleshoot the current PoE setup:
            • Try swapping the Cat5e cabling to the phone.
            • Test the port by changing the physical port on the PoE switch.
            • Rebooting the switch is a good troubleshooting step.

• If you have HUD open, go to: file -> Login to Web User Panel
• If you do NOT have HUD, go to: cp.fonality.com and log in using your HUD username and password.
  • Go to The Forwarding Tab
  • After logging into your user control panel, click on the "Features" tab.
    • On the Features page, you can select your Call Forwarding Options: *Depending on your Fonality software, the last FindMe option may not be available to you.
      • To do the simple forwarding, click the "Forward my calls to a single number" button.
    • Simple Forwarding
      • You can select the phone number or extension you would like to forward your incoming calls too, and how long the call should ring your phone before forwarding the call.
    • FindMe FollowMe
      • The FindMe option gives you the ability to forward calls to multiple places, sequentially, at the same time, or a combination of both.
      • To learn the various options of FindMe: http://help.fonality.com/index
      • After you settled on the forwarding configuration, don't forget to click on the "Apply All Changes" button at the bottom of the web page.

Fonality has two different versions of Software Phones that you can use based on which Fonality product you are using. Select the Fonality product on the right, and we will get you to the downloadable softphone that is right for you.

Connect/Connect+ Softphone Download or Trixbox Softphone Download

Windows Compatible Softphone Installer

• This is going to be as easy as clicking the link below, and begin the download to your computer. You can then install the Fonality branded Softphone onto your PC from that file. Click here begin downloading your Softphone

Mac OS X

• Fonality branded softphones do not work with MAC OX 10.6 (Snow Leopard) or higher. This is due to the fact that the OS X 10.6+ are pure 64-bit operating systems. For now, OS X users on newer MAC operating systems can utilize thrid party software phones that are 64-bit compatible. A few of supports favorite (free) third party softphone options include:
  
  • Download X-Lite softphone here.
  • Download ZolPer softphone here.

Reboot loops occur primarily with Polycom IP Phones. There are a few reasons of why these devices get stuck in a reboot loop. Usually this indicates that the phone may have lost it's configuration files. The first step is to verify the boot server settings on the phone to grab files from Fonality or your local phone server.

Which Type Of Service Do You Use From Fonality?

• Connect or Connect+ from Fonality
  • Your phone will be downloading it's configuration files directly from Fonality. Please follow the instructions here. (It will open a new window on your browser). If you follow the instructions correctly, the phone should reboot.
    • In the instructions above, you can also find your FTP password by logging into cp.fonality.com (using the administrator's credential), then go to: Options -> Settings -> Phone Settings
    • If your phone is still in a reboot loop after following these instructions, please submit a support ticket with us.
• PBXtra, Fonality, Trixbox Pro, or Dell Trixbox
  • In order for the phone to get it's configuration files, we need to first determine if the phone is going to be connecting to Fonality or your local phone server. Either will allow you to download your phones configuration files. If your phone is in the same location as the server, click on the instructions and select the phone model you are using for the proper instructions.
  • After following instructions and your test call is not successful, please submit a support ticket.
  • If your phone reboots to the main screen but still doesn't work:
    
    • Your phone connects to the Fonality server through the Internet through a protocol called SIP. Sometimes, the router/firewall will block SIP traffic and cause problems. The ports needed to be whited listed on the firewall are:
      • UDP 5060 and UDP 10000-20000
        • If you have a network administrator, please ask him to check these settings on the firewall for you. Otherwise, let's log into your router and check the settings directly.
        • First we need to find the IP address of your router to log in. You can find your router's IP address here.
        • Once you find the router IP address (it should look similar to 192.168.1.1 or 10.0.0.1), open a web browser on your computer, enter the IP address in the address bar and press enter. You should see your router's log in prompt.

Each extension has their own voicemail box which can be configured either by the administrator of the server and/or the owner of that particular extension. Click here to read the knowledge base article for advance Voicemail features and settings.

• User Access and Settings
  • Users can configure their own settings for their Voicemail box by logging in to the control panel with their credentials.
    (If you don't know your login credentials please ask your server administrator to assist you.)
    You can automatically log in to the user panel via HUD by selecting File>Login to Web User Panel OR you can open your browser and login to the appropriate control panel:
    cp.fonality.com
    cp.trixbox.com
  • Once you log in, select the Voicemail section
• Administrator Settings
  • The administrator of the server can set the voicemail options for each extension by browsing to the particular extension and expanding the Voicemail Settings tab.

HUD offers many features that you may not want all of your users to utilize. Features such as being able to log other users in and out of queues, listening to other users calls or broadcast announcements to the queues.

• To configure which permissions users should have go to Users/Extensions>Groups and then click on an existing Group to edit it.
  The default Groups are:
  Basic Human Rights- All users are automatically added here.
  ACD Managers- Should be reserved for users that will manage the queues/calls.
  ACD Agents- Should be used for the agents answering the queues/calls
  
  • Group Permissions
    • Each Group has it's own set of permissions that are global to the system. Here you can add or remove permissions for the Group. Click here for an article on Permissions from our Knowledge Base:
    • The next step is to add the Group(s) that you want to have the set of permissions given. Make sure you add the Group you are editing into the Current Groups section.
  • Toll Restrictions
    • Many times an administrator needs to restrict the calling abilities of various employees. Executives should be able to dial international destinations, but managers and non-managers should not be able to make these calls. Perhaps managers can use Directory Information (411) but non-managers cannot. When you create any additional dial plans you can add them to the Groups you want to have access to that new plan. Simply Add or Remove the plans from Available to Current or Current to Available.
  • Groups vs Departments
    • Fonality Departments is a new way to organize the employees in your organization. With Departments, your HUD Client will display all company contacts sorted by their individual department. This makes it easy for larger organizations to quickly hide company contacts that they do not need constantly displayed on their screen. 
  • Adding a Group
    • To create a new group, start typing the name of the group in the name field and you will see additional options appear: - Group Users, Toll Restriction, User Permission and Group Permissions #1.
      - Extension numbers are used for when you want to be able to perform a Group Page/Intercom. If you aren't planning on using a Group Page/Intercom you do not need to assign an extension number to the new group.
      - Auto-add New Users will automatically assign newly created users to the Group.
      - Department will assign the Group as well as it's users to a Department.
    • Once you have named the Group, press the Create Group/Department button.

When HUD is installing, you have the option to install Outlook Integration. Outlook integration allows HUD to match an incoming call with a contact within Outlook and will display that name on your HUD display. Outlook integration also allows you to right click a contact and call them right from Outlook.

• If you have HUD installed already you will need to install the add-on via HUD. You can install the add-ons for Outlook within HUD by going to Help>About and then go to the Components section and click on the install action link.
• If HUD is not installed, simply run the HUD installer (HUD Download) and when you get to the option to install Outlook integration select Install. Please make sure Outlook is closed for the install. The next step is to install the Windows TAPI dialer.
  • Windows TAPI Dialer
    • Once the Outlook Add-on has been installed you will now need to install the Windows TAPI dialer. Let the HUD install finish and you're now ready to begin using the two programs together.

Caller-ID can be configured either Globally or per Extension.

• Global Caller-ID
  • Within the Admin Control panel for your server go to Options>Settings and locate the Telecom Settings section and expand it:
    • Within these settings you will find Global Caller-ID in which you can set to show as Blocked or to show the telephone number of your choice. When you click on the drop down box you should have a list of telephone numbers you own. Select the option and then press Apply All Changes on the bottom of the page.

• Extension Caller-ID
  • Often times you will have a direct dial number (DID) for an extension and you would like to use that as the Caller-ID rather than the Global Caller-ID for the company. To do this you will need to have access to the admin panel. Browse to the extension via Users/Extensions>View Users or Extensions Status and then select the extensions/user you would like to configure.
    • Once you are in the extension expand the Routing and Appearance Settings: 
      You will see an Outbound Caller-ID section in which you can select which number you would like to use as the outbound display. You can choose between the Global, Blocked and the telephone number assigned to that extension.

• Click AutoAnswer --> voice prompts
• Type a name for your new voice prompt in the first box next to File Name
• Give your new voice prompt a description (optional)
• Type in the Extension or phone number where you are currently located 
• Click Call me!
• Follow the prompts played over the phone in order to record your voice prompt.

HINT: You can enter any phone number in the Extension box!  Use your cell phone, your home phone, someone else's phone - any number that can be called can be used!

• If you would like to add more extensions to the Blast group:
  • Click on any extension you wish to include in the Blast group
  • Within the right-hand column titled Extension Options, set the In Blast Group option to 'yes'
  • Click "Apply All Changes"
  • For best network performance, we recommend a limit of 10 extensions in a blast group.
• Each extension currently part of the Blast group appears with a  underneath the column titled Blast
  • Click on Extensions --> view extensions
  • Repeat steps 3.1 - 3.3 for any other extensions you wish to add to the Blast group
  • To add the Blast group sequence to a call menu:
    • Click on AutoAnswer --> edit call menu (for the MAIN menu, click 'sub-menus' for any other menu)
    • Under the 'Add New Sequence' heading, select after step X where X represents the line BEFORE where you wish to insert the Blast Group option (e.g., if you want to dial the Blast Group immediately after the system answers an incoming call, select after step 1)
    • Select Dial phones in Blast Group from the menu next to 'add new step'
    • Click Apply All Changes
  • There is only one blast group per server, and it can have one setting.  So if you use your blastgroup in multiple call menus, they must all be set for the same amount of time. (if you need multiple blast groups, we recommend using queues)