Voice/PBX/VoIP Guide-Support Checklist (Partner SOP)

Purpose

Before escalating any Voice, PBX, or VoIP-related issue to CommsChannel Voice Support, resellers must complete the Level 1 (L1) troubleshooting steps listed below.

This ensures:

• Faster resolution and response

• Better customer experience

• Efficient use of support resources

• Higher-quality escalations

• Clear division of responsibilities between reseller and CommsChannel

1: Basic Issue Identification

Gather the following details from the customer:

• Affected Customer: Business Name / User

• Main Issue:

  • Call drop

  • No audio / One-way audio

  • Can’t make or receive calls

  • Registration failure

  • Channel PBX App issue

  • Extension not working or unreachable

  • Deskphone issue (not powering, not connecting, poor audio, etc.)

• Duration: Since when is the issue happening?

• Scope: Is it affecting all users or specific users/devices?

2: Connectivity Check

• Confirm the customer has an active internet connection.

• Run a ping or traceroute to the SIP server.

• Ask if there were any recent changes to router, firewall, or Wi-Fi settings.

3: Device/Platform Specific Checks

🔹 Channel PBX App

• Is the app updated to the latest version?

• Is the user logged in successfully?

• Can the app make and receive calls?

• Any errors or pop-ups during use?

🔹 SIP Extension

• Is the extension registered?

• Verify credentials (SIP username/password).

• Is it correctly configured in the PBX admin portal?

🔹 Deskphone

• Is the phone powered on and connected via Ethernet/Wi-Fi?

• Has it been rebooted?

• Is the correct SIP account configured?

• Are LED/status indicators showing normal operation?

4: Test Call

Perform both inbound and outbound test calls. Record what happens:

• Example results:

  • Rings but no audio

  • Goes straight to voicemail

  • Call fails or drops immediately

• Capture SIP response codes or error messages (e.g., 408 Request Timeout, 503 Service Unavailable).

5: Capture Useful Information

Always collect the following before escalation:

• SIP Username or Extension involved

• Device Type (App / Deskphone / Softphone)

• Date & Time of the issue

• Calling number / Called number

• Screenshot or phone screen photo (if possible)

6:  Escalation Format

If the issue persists after completing all L1 troubleshooting steps, please escalate to CommsChannel Support using the following format:

✉️ Email Subject

Voice Issue - [Customer Name] - [Brief Summary]

📄 Email Body Template

Customer Name / ID:
Example: Acme Corp / Cust-1023

Issue Summary:
Briefly describe what’s wrong (e.g., One-way audio, can’t receive calls, app not registering).

Affected Platform:
Select one → Channel PBX App / Deskphone / Extension / Softphone

Start Time of Issue:
Date & Time (e.g., 22 May 2025 - 10:30 AM)

Steps Already Taken (L1 Troubleshooting):
List what was already tried (e.g., rebooted device, checked internet, verified registration, made test call).

Test Call Result:
Describe the test call behavior (e.g., Outgoing works but no audio, Incoming goes to voicemail, Call fails with busy tone).

Additional Info:

• Screenshots (if any)

• Device used (e.g., iPhone, Yealink T53W, etc.)

• SIP Username/Extension involved

• Date & Time of affected call (if applicable)

📬 Email Contacts

To: helpdesk@commschannel.com.au
Cc: voiceteam@commschannel.com.au, (Your Account Manager)