Common Issues and Solutions
1. No Dial Tone
IP Phones: Check the network cable connection. Ensure your internet is active. Reboot the phone by unplugging it and reconnecting the power supply.
Analogue Phones: Confirm the ATA adapter is correctly connected to the phone and network. Verify the power status on the adapter.
Softphones: Verify your internet connection and ensure the app is logged in with the correct credentials.
2. Dropped Calls
Cause: Dropped calls may result from network instability or bandwidth issues.
Solution:
Perform a VoIP test to identify network issues.
Adjust your router's Quality of Service (QoS) settings to prioritise VoIP traffic. Refer to our Router Adjustments Guidelines.
Restart your modem and router.
3. One-Way Audio
Cause: NAT (Network Address Translation) issues or incorrect audio settings.
Solution:
Enable SIP ALG on your router if disabled, or disable it if enabled (test both scenarios).
Check the phone's audio settings and volume.
4. High Latency or Jitter
Impact: Affects call quality, leading to delays or echo.
Solution:
Conduct a latency and jitter test.
Upgrade your internet plan or reduce the number of devices using the network during calls.
Use a wired connection for better stability.
5. Cannot Make or Receive Calls
IP Phones: Verify the phone is registered with the VoIP server. Restart the phone and check its configuration.
Softphones: Ensure the app is updated and the login credentials are correct.
General: Contact your administrator to verify the phone number or line status in the admin portal.
6. Call Negotiation Failures
Cause: Incompatibility between devices or SIP settings.
Solution:
Check if the codec settings match those of the service provider.
Refer to our guide on call negotiation failures.
7. Wi-Fi Connectivity Issues
For Wi-Fi Enabled Phones:
Ensure WPS is enabled on your Pickle Smart Modem and your Yealink handset.
Reconnect the phone by pressing the WPS button on the modem and the handset.
Accessing Advanced Settings
Log into your admin portal to configure features like IVR menus, hunt groups, and schedules.
Visit our dedicated help articles for step-by-step instructions.
Contact Support
If the issue persists after troubleshooting, contact Pickle Support or your system administrator for further assistance.
This guide ensures your office phone system operates smoothly, minimising downtime and improving communication efficiency.