Some Common Support Queries


#1

COMMON SUPPORT QUERIES


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

  • Does it say Obtaining IP on the screen? If so, the phone is not getting an internet connection. Contact your IT support
  • Is the time incorrect? If so, the phone will need to be provisioned again. Contact Conversant to confirm the provisioning file exists.
  • 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

  • Is the mute button red? If so, the phone is not getting an internet connection
  • 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.
  • Is the time incorrect? If so, the phone will need to be provisioned again. Contact Conversant to confirm the provisioning file exists.
  • 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:

  • If calls are forwarded from another number to your Conversant number, check that calls to your Conversant number are working.
  • If your number is being ported: The porting process typically takes two hours to complete; please wait and try again.
  • 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

Check if you can call from another extension to your extension
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).

How to find my MAC Address?


Your MAC address is a unique identifier that is required when setting up your Conversant account.

Computers running Microsoft Windows 7 or Vista

Enter 'cmd.exe' without quotes into the search field of the Start Menu and press enter
Type 'ipconfig /all' without quotes (note the space between g and /)
Your MAC address is listed under 'Physical Address' as a series of 6 groups of two digits, letters and numbers, separated by dashes.

Computers running Microsoft Windows

Click on the start menu
Click on 'Run'
Type 'cmd' without quotes and press enter
Type 'ipconfig /all' without quotes (note the space between g and /)
Your MAC address is listed under 'Physical Address' as a series of 6 groups of two digits, letters and numbers, separated by dashes. Find the Physical Address associated with either 'Ethernet adapter Local Area Connection' or 'Wireless LAN adapter Wireless Network Connection'.

Computers running MacOS

From the dock, select System Preferences
Select Network
Select interface (AirPort, Ethernet etc)
Click "Advanced"
Click Ethernet
Your MAC address is listed under 'Ethernet ID' as a series of 6 groups of two digits, letters and numbers, separated by dashes.

Devices running Symbian S60 OS

Dial *#MAC0WLAN# (or *#62209526#) and press the green dial key.
Your MAC address will be displayed as a series of 6 groups of two digits, letters and numbers, separated by dashes.

Devices running iOS

Start at the home menu.
Select Settings -> General -> About.
Scroll down that screen. Your MAC address is listed under 'WiFi address' as a series of 6 groups of two digits, letters and numbers, separated by dashes.

Devices running Android

From the Home screen, press Menu.
Tap Settings.
Slide the screen upward, and then tap About phone.
Tap Status.
Tap and slide up. Your MAC address is listed under 'Wi-Fi MAC address' as a series of 6 groups of two digits, letters and numbers, separated by dashes.

Devices running Windows Phone

From the Windows Phone home screen, swipe left to reveal more icons. Then, scroll down and tap Settings.
Scroll down and tap About.
In the About screen, tap more info.

Cisco SPA series, Linksys SPA9xx series, ATA's

The MAC address (or MAC ID) will be shown on the box or on a sticker under the phone or ATA (note that the MAC address is NOT the same as the serial number).
If you no longer have the box or the sticker, in the menu of you phone scroll to product info and then scroll to MAC address.

Yealink SIP Devices

The MAC address (or MAC ID) will be shown on the box or on a sticker under the phone or ATA (note that the MAC address is NOT the same as the serial number).
If you no longer have the box or the sticker, simply press the ok button to display the MAC, or look at the barcodes on the back of the phone

Siemens Gigaset devices

The MAC address is printed on the base station (the box that the network cable plugs into). Note that it is printed in faint writing.

How is fraud prevented?


You may have read about or seen on TV about an increasing amount of telephone fraud being perpetrated with VOIP systems being targeted in particular. These fraudsters use compromised telephone accounts to make calls to expensive destinations.

We take a number of steps to try to minimise the impact of this fraud, such as:

  • We actively monitor all our systems and ban any IP addresses we detect suspicious activity from
  • We automatically detect hacking attempts and block the IP addresses they originate from. We have a list of over 450 IP addresses on our blacklist and are constantly updating this list
  • We proactively monitor our customers’ calling patterns and will block outbound international calls if we notice any unusual activity
  • We keep our systems up to date with the latest security patches
  • We restrict calls to various expensive international destinations. Our systems require a PIN number before calls to these destinations can be made. A full list of these destinations is provided below.

Because of the sophistication of phone hacking attempts, we strongly recommend that you do not try to run your own PABX unless you have considerable experience in securing and maintaining IT systems. There are numerous reports of companies losing thousands of dollars in fraud because of insecure PABX systems.

Restricted destinations

Afghanistan
Afghanistan Mobile
Albania Mobile
Algeria Mobile
Antarctica
Aruba Mobile
Ascension Island
Austria Mobile
Azerbaijan
Azerbaijan Mobile
Barbados Mobile
Belarus
Belarus Mobile
Belgium Mobile
Belize
Belize Mobile
Benin
Benin Mobile
Bosnia Herzegovina Mobile
Botswana Mobile
Bulgaria
Bulgaria Mobile
Burkina Faso
Burkina Faso Mobile
Cameroon
Cameroon Mobile
Cape Verde
Cape Verde Mobile
Central African Republic
Central African Republic Mobil
Chad
Chad Mobile
Comoros
Comoros Mobile
Congo
Congo Mobile
Croatia Mobile
Cuba
Cuba Mobile
Diego Garcia
Diego Garcia Mobile
Djibouti
Djibouti Mobile
Dominica Mobile
East Timor
East Timor Mobile
Ecuador Mobile
Egypt Mobile
El Salvador Mobile
EMSAT
Equatorial Guinea
Equatorial Guinea Mobile
Eritrea
Eritrea Mobile
Estonia
Estonia Mobile
Ethiopia
Ethiopia Mobile
Falkland Islands
Falkland Islands Mobile
Fiji
France Mobile
French Polynesia
French Polynesia Mobile
FYR of Macedonia Mobile
Gabon
Gabon Mobile
Gambia
Gambia Mobile
Ghana Mobile
Global Mobile Satellite System
Greenland
Greenland Mobile
Grenada Mobile
Guatemala
Guatemala Mobile
Guiana (French) Mobile
Guinea Bissau
Guinea Bissau Mobile
Guinea Republic
Guinea Republic Mobile
Guyana
Guyana Mobile
Haiti
Haiti Mobile
Honduras
Honduras Mobile
Inmarsat
INMARSAT-AOR
Israel
Israel Mobile
Italy Mobile
Ivory Coast
Ivory Coast Mobile
Kiribati
Kiribati Mobile
Korea (Nth)
Kosovo Mobile
Latvia
Latvia Mobile
Lebanon Mobile
Lesotho
Lesotho Mobile
Liberia
Liberia Mobile
Libya
Libya Mobile
Liechtenstein
Madagascar
Madagascar Mobile
Maldives Republic
Maldives Republic Mobile
Mali
Mali Mobile
Malta Mobile
Marshall Islands
Marshall Islands Mobile
Martinique Mobile
Mauritania
Mauritania Mobile
Micronesia
Micronesia Mobile
Moldova Mobile
Montenegro
Montenegro Mobile
Morocco Mobile
Mozambique Mobile
Myanmar
Myanmar Mobile
Namibia Mobile
Nauru
Nauru Mobile
Nicaragua
Nicaragua Mobile
Niger
Niger Mobile
Niue Island
Niue Island Mobile
Norfolk Island
Norfolk Island Mobile
Norway Mobile
Oman Mobile
Palau
Palau Mobile
Palestine
Palestine Mobile
Papua New Guinea
Papua New Guinea Mobile
Qatar
Qatar Mobile
Reunion Mobile
Romania Mobile
Samoa (Western)
Samoa (Western) Mobile
Sao Tome & Principe
Sao Tome & Principe Mobile
Senegal
Senegal Mobile
Sierra Leone
Sierra Leone Mobile
Slovak Republic Mobile
Slovenia Mobile
Solomon Islands
Solomon Islands Mobile
Somalia
Somalia Mobile
Spain Mobile
St Helena
St Pierre & Miquelon
St Pierre & Miquelon Mobile
St Vincent & Bequia Mobile
Sudan
Sudan Mobile
Surinam
Surinam Mobile
Syria Mobile
Taiwan
Tanzania
Tanzania Mobile
Togo
Togo Mobile
Tokelau
Tonga
Tonga Mobile
Tunisia
Tunisia Mobile
Tuvalu
Tuvalu Mobile
Uruguay Mobile
Vanuatu
Vanuatu Mobile
Wallis and Futuna Islands
Yemen
Yemen Mobile
Zaire
Zaire Mobile
Zambia Mobile
Zimbabwe
Zimbabwe Mobile

My phone has no dial tone?


If the phone is a Gigaset or softphone: this is normal. These phones don’t have dialtones. Use them as a mobile phone i.e. enter the number to dial and then press send or dial. If you can't dial out then check that you have an Internet connection on your computer.
If the phone is a analogue phone plugged into an analogue telephony adaptor ("ATA"): Check that the phone is plugged into the ATA. Check that all cables on the ATA are plugged in. Check that the network cable from the ATA plugs into a network port. Check the lights on the ATA and confirm that the power and Internet lights are on. Check you have an Internet connection on your computer. Plug the network cable that leads from the ATA into a network port that is currently used by a working computer. Unplug the power from the ATA for 5 minutes and plug it back in again.
If the phone is a VoIP hardware phone: Check that all cables on the phone are plugged in and that the network cable is plugged into the port on the phone labelled “WAN" or "SW". Check that the network cable from the phone plugs into a network port. Check you have an Internet connection on your computer. Plug the network cable that leads from the phone into a network port that is currently used by a working computer. Unplug the power from the phone for 5 minutes and plug it back in again.

I am unable to dial out?


If you can’t dial any number: Follow the steps in the “Phone has no dialtone” section. Check that you can call your extension from another extension. Check that you can dial out from another extension.
If you can only dial certain numbers: Check that you can call the problem number from another phone e.g. a mobile phone. Check that you can call your extension from another extension. Check that you can dial the problem number from another extension.

I am experiencing poor call quality


Check your Internet speed, particularly in the upload direction: Perform a speedtest. Each call needs about 80k of data plus any other traffic that might be on your network.
Check the call quality on an internal call: Dial 1000 from your phone and you should hear a smooth tone.
If call quality issues continue, contact support.

No ringing on inbound calls


Symptom: no audible ringing on inbound calls

Description: when a call is received on an affected phone there is no audible ring sound. The red light on the phone will flash and the call can be answered as normal.

Cause: The personal directory entry for the caller is set to NoRing.

Resolution: On the affected phone (i.e. the phone that is not ringing) press the Dir button
Scroll down and select the number that is not ringing
Press the Edit button
Scroll down to Ring
Press the Option button
Choose a ring tone (other than NoRing)
Press the Select button
Press the Save button
Press the Cancel button

Applies to: SPA921, SPA922, SPA941, SPA942, SPA962, SPA501G, SPA502G, SPA504G, SPA508G, SPA525G

Slow Connection of Outbound Calls


VOIP phones have a “send” or “dial" button, like mobiles. If you don’t hit send, the phone will dial the number anyway, but after a delay of about 5 seconds. Using # at the end of the number sequence also tells the phone that the number is complete and the phone will dial it.

Losing waiting calls while transferring a call


This may be to operator error in choosing the right buttons to press, as effectively they have 2 calls on hold (the one they’re transferring and the one waiting to be answered). Can you add a solution i.e. describe the correct process.