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)