General Troubleshooting and FAQs
- I cannot make a call to someone outside of campus
You need to dial an 8 for an outside line and the area code to make a call. - When I dial an outside number, I get the message “all circuits are busy”
This happens sometimes if you have dialed the number incorrectly. For example, not dialing an 8 for an outside line, the area code or not dialing a 1 for long distance. - I forwarded my calls to another number but it is not working
Did you use an 8 for an outside line (if the number is off campus) or a 1 for long distance. Many times that is the problem. - My desk phone suddenly has stopped working
Try restarting your phone by unplugging your phone, wait 10 seconds and plug your phone back in. - We temporarily lost internet or power and now my desk phone is not working
Try restarting your phone by unplugging your phone, wait 10 seconds and plug your phone back in. - Our internet is down and I cannot use my desk phone
The phone system is VoIP which uses an Ethernet connection. Your phone will not work without an internet connection. Once internet is restored your phone will work.
Grandstream Phone Specific
- How do I transfer a call so that I can introduce the caller prior to the transfer
This is called an “Attended Transfer”. During the first active call, press the soft key transfer on your screen or press the “transfer” button (button with two phones). Dial the extension or 10 digit number, then press the “AttTrnf” soft key or press the “transfer” button again. - How do I add a second participant to my call (i.e.conference call)
Note: this can only be done with a desktop phone at present.
While on a call with someone, press “conference” button, dial the extension or 10 digit number of the person you want to add to your call and press the “dial” soft key. Once the other person is on your call you can press the “conference” button again to add all participants to the call.
Sangoma Softphone Specific
- I am getting an “unable to connect to the Carleton network” error when I try to open my Sangoma software.
There are a few things that could be the problem:
* You need to be connected the the VPN. Even if you are campus, connect to the VPN if you are having issues.
* Enter carlpbx.its.carleton.edu:6443 in the Host box.
* Use your Carleton Username (without @carleton.edu) and password to log in.
* If still having issues try a different browser. - I just got a Sangoma softphone for working from home. I already have a voicemail recorded on my Grandstream desk phone,do I need to still record a voicemail in Sangoma?
No you do not need to record another greeting. Your voicemail is associated with your extension so it will work for both your desk phone and Sangoma. - Do I have to keep the softphone program open?
Yes, but you can minimize the window. It will continue to run in the background so you can receive calls. - How do I transfer a call in Sangoma?
While on a call with someone, press the “transfer” button (showing two phones), enter the extension or 10 digit number you want to transfer the person and then press the “transfer” button on the keypad (showing a single phone). - How do I clear my call history?
Click on the activity tab in Sangoma. Click on the three dots and choose “Mark all as read” or if you want to completely clear your history, you can choose “Archive all activity”. - Callers are having issues hearing me or the sound quality is bad
Check your microphone settings in Sangoma. These can be found under “Call Settings” within the Sangoma preferences. You may have multiple microphone options in the drop down. Test your different options to see if that will improve the quality.