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3 Professional Phone System Troubleshooting Techniques for Common Issues

professional phone system

We’ve all been there. . .you’re on the line with tech support, trying to figure out why a piece of equipment isn’t working properly. You’ve been connected with a friendly (hopefully) employee at a help desk somewhere and they ask a few famous questions:

“Did you check to make sure it’s plugged in?”
“Is your internet working?”
“Did you try turning it on and off?”

professional phone system

These questions can seem a bit ridiculous when you are on the phone, but you wouldn’t believe how often something as seemingly simple as checking a cable, power source, or on/off switch can be the solution to some of your technical issues.

These strategies don’t just work for your office PC or your entertainment system at home either. The questions might be a little different, but you can do some basic troubleshooting on your business phone system when things are acting up.

Read on to learn three basic steps you can take to troubleshoot common telephone system issues before calling in your telecom vendor for advanced assistance.

Top 3 Common Professional Phone System Issues


1. Check to See if Your Power Source is Functional

There is almost nothing worse than walking into the office in the morning to find your professional phone system is down. This is a big deal and you’ll want to get the system back up as soon as possible: but before you panic, you’ll want to head to your IT closet (or wherever the PBX box is stored). Once there, our technical team recommends locating the power cord and your backup power source or UPS (Uninterruptible Power Supply). Unplug the PBX power cord from the UPS and plug it directly into your electrical outlet. If the system receives power and turns on – you know that the issue isn’t your phone system. You just need a new UPS.

An average life cycle for a backup power supply is approximately 3-5 years. So having a spare is a good way to avoid issues related to UPS failure.

If plugging your system directly into your electrical outlet doesn’t get you up and running, it’s time to call your telecom service provider and get advanced technical assistance.

2. Check Phone Cords and Handsets

Sometimes your professional phone system is working, but call quality is on and off. For example, you are on the phone and you can hear the caller, but they can’t hear you speak or vice versa. You may also feel that the sound quality is distorted from time to time.

Often, these issues can be resolved by replacing the cord that connects your phone to the physical handset. If that doesn’t work, you may want to consider replacing the entire handset. It can be helpful to keep a few spare parts like these at the office to quickly change things out and fix these small issues. If you end up needing to replace an entire handset, you may need to call your professional phone system support team so that they can program your handset. In some cases if you have your system configured properly, this can be accomplished remotely and you don’t even have to have a technician come on site.

3. Determine if All of Your Lines are Down or if Only Certain Lines are Down

Sometimes for a number of reasons you may have one, multiple or all lines ‘down’ (no ring tone and no ability to make outbound or take inbound calls). Before you reach out to your service provider or your telephone system vendor, it is a good idea to determine which lines are impacted.

To do this, all you have to do is grab a list of your various phone lines and try to make an outbound call from each. If you can make a call, that line is working fine. If you don’t get a dial tone and can’t make a phone call – you’ve got a dead line.

Your next step is to call your telephone service provider and have them troubleshoot the issue to get your service reconnected.


It should be said that you can always call your professional phone system support company to help you troubleshoot any issue you have with the telephones at your office. That’s what we are here for! But, you can save yourself some time and potentially even some money by going through some of the tests above before scheduling a technician to come out on site or work on your system remotely.