Local Call Failure of Door Phones

When encountering local call failure of Akuvox door phones, please first check:

• whether the feature is configured correctly, e.g. that the right contact number is entered.

• whether the device firmware is the latest version. If not, upgrade it to the latest version and see if the problem still occurs. Click here to learn how to check the device’s firmware version.

SIP Calling Failure

The SIP calling failure may appear as “Account Unavailable”, “Not Acceptable Here”, or “The Other Side is Busy” on touch-screen door phones. The push-button door phones make a beep after failing to call the target number. Or, the call ends automatically.

You can check the problem from the following aspects:

• SIP account registration fails;

• The SIP Call Do Not Disturb(DND) feature of the called device is enabled, which rejects all incoming calls;

• The SIP Hacking feature is enabled. When it is enabled, only the numbers in the door phone’s contacts list will receive the call.

Then, check and set up these features on the device’s web interface. Take the door phone R29 as an example.

Use the device IP to log into its web interface. The default username and password are both admin.

Check the SIP Account Status

1. Go to the Status > Basic > Account Information interface where you can see the account registration status and SIP server information.

   For example, Account1 is connected to the SmartPlus Cloud server and registered while Account2 is not.

2. You can also check and modify the SIP account information on the Account > Basic interface.

If the account appears as Unregistered, try to re-register it and see if the problem still occurs.

Disable DND

Go to the Phone > Call Feature interface and disable the DND function.

Disable SIP Hacking

Go to the Account > Advanced > Call interface and disable the Prevent SIP Hacking function.

IP Calling Failure

The IP calling failure may appear as “Direct IP is Not Enabled” on the touch-screen door phones. The push-button door phones make a beep after failing to call the target number. Or, the call ends automatically.

You can check the problem from the following aspects:

• The IP address entered is wrong; please double-check the IP number and its format;

• The Direct IP Call feature is disabled; only when the feature is enabled, can the IP call be made;

• The DND feature of the called device is enabled, which will reject all incoming calls.

Then, check and set up these features on the device’s web interface. Take the door phone R29 as an example.

Use the device IP to log into its web interface. The default username and password are both admin.

Enable Direct IP Call

Go to the Phone > Call Feature > Direct IP interface and enable the Direct IP Call function.

Disable DND

Go to the Phone > Call Feature interface and disable the DND function.

No Ringback in Calling

For push-button door phones such as R20 and E12, users may make a call but hear no ringback, and after a while, the call ends automatically.

The failure may result from:

• SIP account registration failure of the called device;

• The called IP number is invalid.

Check the SIP Account Status

Apart from checking the SIP account status on the device’s web interface, you can also check it on the server or PBX side.

• If it is a third-party server, please confirm it with the service provider.

• If it is an Akuvox indoor monitor PBX, you can check on the indoor monitor.

Take the indoor monitor S567 as an example.

Go to Settings > Advanced Settings > PBX screen. The default password to access the advanced settings is 123456.

When the account is in normal registered status, it will appear as Registered with a green dot in the Status column.

If the account appears Unregistered, try to re-register the account and see if the problem still occurs.

Check the IP Address

If the called device is not set in static IP mode, the IP address may change after the connected router resets. Click here to learn how to check the IP address of different models.

You can set up the device’s static IP to prevent unwanted changes.

Take S567 as an example.

1. Go to the Network > Basic interface and select Static IP as the network mode. You can also set up the static IP on the device Settings > Advanced Settings > Network screen.

2. Enter the desired IP address and set up other network parameters.

3. Click Submit to save the settings.

Tip

• When unable to troubleshoot, please report the problem through the Ticket system and provide relevant information.

• Please view the article Feedback a Problem to Akuvox Technical Team for instructions on collecting information.