Why don’t cell phone users see the right Caller ID when I call them?

Problem When a I make a call out from my Virtual Office extension to a cell phone user, the receiver does not see the caller ID settings as I configured them in Account Manager. For example, a user sets their outbound information as Tom Smith calling from 4048675309 in Sandy Springs, GA. When Tom calls a cell phone user, the receiver’s cell phone reads only … Read More

Phones In Ring Group Are Not Ringing

Problem You have set up a Ring Group, but none of the phones in the group are ringing. Questions To Ask Is the number pointed at the correct Ring Group? Are the phones set to DND? Are the phones forwarding outward? Is the entry phone number accessible? Are the phones set to ring in the proper sequence? Resolutions Solution Steps … Read More

Polycom IP Phones: Line Unregistered Error

Problem My Polycom desk phone cannot activate or get service, and the screen reads Line Unregistered. Cause A hiccup during the device provisioning process may have resulted in incorrect information being pushed to the phone. This can manifest in problems both in the phone setup and the system back end. Resolution Often, simply power cycling the phone will allow it to redownload … Read More

Why do I not hear a ring-back tone when calling out?

Problem When you make a call, no ringback tone is audible before the receiving party answers the call. Cause Your extension may be offline (if the other party does not answer). In other cases, this may indicate a possible carrier issue with Elley Communications. Resolution To confirm your extension is online, try placing test calls from the affected extension to Your voicemail … Read More

Porting Policy & Procedure

Port Ins for moving numbers from another carrier to Elley Communications. Steps To submit a port-in, please adhere to the following steps: Submit Your Request to Elley Communications Enter or paste the numbers you wish to port over to Elley. You must specify at least one telephone number. If you have more than one number and they belong to different … Read More

How can I prevent my phone from receiving ghost calls?

Symptom Your phone receives calls that exhibit at least two of the following symptoms: Display random caller ID numbers (especially 100 or 1000), weird names, or nothing. Dead air (and possibly continuing to ring) when answered. Device doesn’t stop ringing, and fails to go to voicemail.   Cause Ghost calls, or SIPVicious attacks, are port scans done on SIP ports for … Read More

My calls are going directly to voicemail?

Problem When I receive a call, the call goes directly to voicemail and my phone does not ring. Cause Your phone is  set to Do Not Disturb (DND) Call forwarding issues (conflicting call forwarding rules, automatic forwarding to voicemail set) on the phone. Internet outage issues (local or network). Troubleshooting Checklist Ensure that Do Not Disturb (DND) is not set on phone. (Consult manufacturer’s documentation.) Check call forwarding … Read More