VoIP Standard

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Standard VoIP Telephone Common Problem Symptoms and Possible Solutions

No Dial Tone

a. Is your phone line connected to the ATA line port? If not, connect it.

b. Is the cable between ATA and telephone damaged? If so, replace the cable.

c. Is the Phone (1 or 2) light on? This indicates the extension is registered if it is on. If not, power cycle the ATA.


"Dialing" message from Dialer / Operator says, "I'm sorry your call cannot be completed as dialed"

a. Is the telephone number entered correctly?

b. Did you account for 10 digit dialing (long distance)? This is common for area codes like (520) that may require you to dial the full 10 digits.

c. Do you have to dial 9 before the phone number from your location?


Only One-Way Voice

a. Is the ATA plugged into a Router? If so, is there a double NAT condition? (Double NAT is an Internet using private IP Address plugged into Router which assigns another group of private IP addresses to the ATA). If so, setup a DMZ on the Internet CPE and assign to Router WAN.

b. Is the ATA plugged into a Firewall? Ensure TCP and UDP ports 5060 - 5080 are open as well as UDP ports 16000-17000.


Phone Does Not Ring

a. If enabled, is the incoming call going directly to Voicemail?

b. Is the phone registered? (Phone 1 or 2 light is on). If not, power cycle the ATA.

c. Do you get a Dial-tone on the line? If not, power cycle the ATA.

d. Is a fax machine or alarm system plugged into the ATA? If so, disconnect and retest.

e. Is the ATA plugged into your internal telephone lines, or equipment? If so, bypass and plug directly into the ATA. If the phone rings properly there is a problem with the equipment or internal wiring the ATA was plugged into.


Fast Busy Signal

a. Is the telephone number entered correctly?

b. Did you account for 10 digit dialing (long distance)? This is common for area codes like (520) that may require you to dial the full 10 digits.

c. Do you have to dial 9 before the phone number from your location?


I can receive calls but cannot make calls

a. Is the ATA plugged into a Router? If so, is there a double NAT condition? (Double NAT is an Internet using private IP Address plugged into Router which assigns another group of private IP addresses to the ATA). If so, setup a DMZ on the Internet CPE and assign to Router WAN.

b. Is the ATA plugged into a Firewall? Ensure TCP and UDP ports 5060 - 5080 are open as well as UDP ports 16000-17000.


I can make calls but cannot receive calls

a. Is the ATA plugged into a Router? If so, is there a double NAT condition? (Double NAT is an Internet using private IP Address plugged into Router which assigns another group of private IP addresses to the ATA). If so, setup a DMZ on the Internet CPE and assign to Router WAN.

b. Is the ATA plugged into a Firewall? Ensure TCP and UDP ports 5060 - 5080 are open as well as UDP ports 16000-17000.


In general, when you have a problem with CGI service a good place to start is rebooting your equipment.


How to reboot your VoIP Equipment


1.) Unplug the power to your VoIP telephone adapter (ATA), Router, and Cable/DSL modem.


2.) Wait 30 seconds.


3.) Power up your Cable/DSL modem and wait for it to start up completely before continuing.


4.) If using a network router, hub or switch, power it up and wait for it to start up completely before continuing. Otherwise, go to step 5.


5.) Plug in and power up your ATA. Wait until the LED on top of the adapter has completely stopped blinking. Please do not interrupt this process by picking up the telephone handset.


6.) Pick up the phone handset to check for a dial tone.


If problems persist, call CGI Technical Support at (520) 421-3333 opt 2

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