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This article is to describe troubleshooting for line issues after all software and basic steps have been performed.
The number one cause of static is an issue with the wiring itself. It may need to be re-punched down in the office, or on the phone company end, but first we need to pin point where it is. Below are the steps you should follow:
- First, dial from extension to extension on the phones that are experiencing the static. Do they still hear the static, or is it only on outside calls?
- If they do not hear the static internally, most likely the issue is with the phone lines.
- If the issue occurs from extension-to-extension, and the phones are IP
phones, the issue could be due to the system being connected to a
gigabit switch. For more information on this, click here: https://www.bestdealtalk.com/kb_results.asp?ID=113
- Next you will want to dial out of each phone line and document if there is static. This can be done by instead of dialing hunt group 9 to dial out, dial 81 for line 1(L1), 82 for line 2(L2), 83 for line 3(L3), etc...
- Is the static only on certain lines? If so, move the line to a different port on the talkswitch(ex: move L2 to L3) and dial the hunt group for that line. If the static follows the line you will need to look into the wiring.
- Is the static on all lines? If so, you will want to disconnect each line from the back of the Talkswitch, and test into a regular analog phone. If you still hear the static you will need to look into the wiring.
- After this, call into each phone line from an outside line (ex: cell phone) and record which lines are producing the issue.
- Keep track of which lines are having the issue, along with which side of the call experiences the static. The key is to look for any patterns in static that might be occurring within the phone calls.
If you go through this process and it sounds like the static is not following the line, and is staying on a specific L port or if there is no static when you test the lines outside of the Talkswitch from a regular analog phone, then you will need to create a support ticket. For more information on creating a ticket with Talkswitch/Fortinet, click here: https://www.bestdealtalk.com/kb_results.asp?ID=96
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