Question: My phone does not have power or does not turn on.

• Ensure that you are using the correct power adapter for the phone.
• Power cycle the phone for 30 seconds.
• Perform a swap test with an adapter or electrical outlet that is known to be working.

Question: Everything is connected correctly, but I can’t make or receive calls. What should I do?

• Ensure that you are using a good, working RJ-45 Ethernet cable.
• Visually inspect the cable for any obvious damage.
• Perform a swap test with a cable that is known to be working.
• Ensure that the correct ports are being used.
• Reseat both ends of the Ethernet cable.
• Power cycle the phone.
• Check the Link Light, if applicable. Even if the Link Light only flashes intermittently, it still indicates a good connection.
• Confirm that there are no configuration settings in your devices preventing the phone from successfully connecting to your Local Area Network, such as:
  • VLAN settings
  • Port security
  • PoE settings
• If this does not resolve the issue, contact Support for additional assistance.

1. Open Windows Settings.
2. Click on Network settings.
3. Select the active network adapter.
4. Look for Link Speed. It will display either 100 (Mbps) or 1000 (Mbps).

Question: A phone or base station is broken. Can I exchange it?

Answer: Call our customer support team and let us know what was damaged. We will immediately ship you a replacement. Ship the damaged unit back to us within 10 days of this notification to avoid a charge for the damaged equipment. This warranty covers equipment failure not caused by customer misuse or damage (e.g., coffee spills, dropping and shattering the phone).

Question: I need to change my internet service provider. What do I do and how do I qualify it?

Answer: Your Cloud PBX has been configured to work with your current ISP. For further assistance, you may contact our customer service team. Once your new internet is up and running, contact us and we will conduct a bandwidth test to ensure your internet service is of sufficient quality to support Cloud PBX before we redirect your numbers to this new circuit.

Question: I’m moving. What do I do about my Voice Service?

Answer: Your Cloud PBX can be moved from your current location to a new location with an existing internet connection. We will conduct a bandwidth test to ensure that your new internet service is of sufficient quality to support Cloud PBX and to ensure your new address will support enhanced 911 services. Contact Support on the date of the move. 

Question: What happens to my phone service if the power is out or the internet is down?

Answer: Your Auto Attendant will continue to route calls as it is set up until it reaches the timeout setting. If your Auto Attendant times out to a desk phone (extension), calls will go to that extension's failover routing.

Failover routing is a feature installed in your Cloud PBX phones. By default, if someone dials a phone's Direct Dial Number while the phones are down, the call will go to voicemail on that desk phone.

You can also configure the failover routing to go to another phone number, such as a cell phone, so that calls that come in rollover to that number.

1. As administrator, log into Control Panel.
2. Navigate to Services > UNIVERGE BLUE® CONNECT.
3. Open Auto Attendant section on the left navigation pane.
4. Set up Call routing override in the corresponding column. Read the Knowledge article on Call Routing Override for more details.

Alternatively, your users may use UNIVERGE BLUE® CONNECT Mobile Apps, and the system will route the calls as usual, minimizing downtime. If all endpoints are down, the call will end up where the Timeout in the Hunt Group or Auto Attendant is set to go.

Question: I am experiencing poor audio quality when making or receiving a call. What causes this and what can I do about this?

Answer: This issue may have several causes. Call our Support team for more information. 

• Carefully review the current call flow of the main Auto Attendant or Hunt Group. Look for inconsistencies in the configuration of the Receptionist Group, Schedules, Menu options and timeout destinations as well as Hunt Group agents and its timeout settings.
• Check for special routing features that modify the normal call flow of the main line, such as Events and Call Routing Override. 
• Conduct a test call directly to the affected extensions to verify if its also forwarded to the wrong extension.
• If the call is sent to the wrong extension:
  • Check the Call Forwarding Profile of the User and ensure there is no forwarding set to different extensions.
  • Check for Busy Line Field line keys configured on the phone device that is mistakenly receiving the calls.
  • Check for Remote Line keys configured on the phone device that is mistakenly receiving the calls.
• If the call rings on the devices assigned to the user, contact support and share the most recent call sample:
  • Inbound Calling number:
  • Called number: 
  • Call Time:  
  • Time zone:
  • Date:
  • Description of the issue: