Common Support Queries


#1

How do I check voicemail?

To check your voicemail messages, create a new greeting or edit other settings, simply dial *97 from your phone and follow the instructions.

By default, your PIN number is the same as your extension number. You can also check voicemail on other extensions by dialling *98 and entering the extension number you with to check.


My phone is showing the incorrect time

We can update your phone’s time - please send an email to support@conversanthq.com with the MAC address and the time that is currently showing.


My phone is showing the incorrect extension number

To change the extension number showing on your phone, please send an email to support with the MAC address of the phone and the extension number that is currently showing.


Phone not working - all phones are down

If all phones are down, the first thing to check is whether you have an internet connection. If you do not have an internet connection, restart your router and contact your ISP. If you have an internet connection please restart your router and contact support.


Phone not working - some phones down

Unplug the phones that are not working from internet and power for 10 minutes and then plug back in. If the issue persists, follow the steps below before getting in contact with support:

Yealink phone

  1. Does it say Obtaining IP on the screen? If so, the phone is not getting an internet connection. Contact your IT support
  2. Is the time incorrect? If so, the phone will need to be provisioned again. Contact Conversant to confirm the provisioning file exists.
  3. If you plug the phone into a network port where a working phone is plugged in, does this work? If so, there is an issue with the network port. Contact your IT support.

Cisco phone

  1. Is the mute button red? If so, the phone is not getting an internet connection
  2. Does it say checking DNS or Initialising network on the screen? If so, the phone is not getting an internet connection. Contact your IT support.
  3. Is the time incorrect? If so, the phone will need to be provisioned again. Contact Conversant to confirm the provisioning file exists.
  4. If you plug the phone into a network port where a working phone is plugged in, does this work? If so, there is an issue with the network port. Contact your IT support.

Incoming calls are going to busy/don't connect

If incoming calls are going to a busy tone or don't connect, please follow the steps below:

  1. If calls are forwarded from another number to your Conversant number, check that calls to your Conversant number are working.
  2. If your number is being ported: The porting process typically takes two hours to complete; please wait and try again.
  3. Check that the problem exists from multiple carriers (e.g. cell phone, home phone) as well as checking whether all your numbers have the problem or just one number.

Incoming calls are going to voicemail

If incoming calls are going directly to voicemail, this will typically be a network issue. Please follow the steps below, before getting in touch with support.

If you are a new customer

If you can't call at all, have your IT Team open any ports (5060) on your router, and check if you have a firewall blocking communication.

Existing customer and the phones have been working

  1. Check if you can call from another extension to your extension
  2. If you can't call from another extension to your extension: Log out of your extension and log back into it again (refer to our feature codes).

TO BE CONTINUED


#2