
When escalating or transferring, include the customer name, a brief issue summary, and any supporting information. 

#### **VTG Side:** 

1. If a ticket is not already created, create one and make sure to get an on site contact. 
    
2. Work with the contact to determine the power/data status of the equipment on site. If needed, power cycle the modem/router, or other equipment. 
    
3. If after the power cycles don't work, figure out the ISP and get any account information and then call the ISP to see if they can see their equipment on site. If they do; then try to get transferred to Billing as it may be a billing issue, if they don't see the equipment then try to have a technician go on site or have an ISP technician come out. 
    

#### **Comm Core Side:** 

1. Is the Internet Working at the Site? 
    
    1. Can you browse websites from a computer at the location? 
        
    2. Are non-phone devices (computers, printers, etc.) online? 
        
    3. Why this matters: No internet = no SIP registration to cloud PBX. 
        
2. Can You Call In or Out? 
    
    1. What happens when you try to call out? 
        
    2. Silence? Fast busy? Message? 
        
    3. What happens when someone tries to call in? 
        
    4. Does it ring? Goes to voicemail? Dead air? 
        
    5. Why this matters: Helps determine if it’s a registration issue or just one-way audio/routing. 
        
3. Are All Phones Down, or Just Some? 
    
    1. Are all phones offline, or just specific ones? 
        
    2. If it's just some, are they in a different location? 
        
    3. Why this matters: Indicates if it’s a site-wide or isolated issue. 
        
4. Has There Been a Power Outage or Internet Outage Recently? 
    
    1. Did the power or modem/router reboot? 
        
    2. Is anyone aware of a recent ISP issue? 
        
    3. Why this matters: Power outages often cause routers/modems to grab new IP addresses, which can break whitelisting or firewall NAT rules. 
        
5. Has Your Public IP Address Changed? 
    
    1. Can you visit https://whatismyip.com from a computer at the site and tell us the current IP? 
        
    2. Why this matters: If the IP changed and isn’t whitelisted on the hosted PBX or pfsense NAT rule, SIP registration will fail. 
        
6. Can You Reboot the Edgemarc and Modem/Router? 
    
    1. Have you already power-cycled the network equipment? 
        
    2. After reboot, do phones attempt to come back online? 
        
    3. Why this matters: Flushes stuck sessions, may trigger re-registration or new DHCP. 
        
7. Are the Phones Showing Any Errors? 
    
    1. Do the phones say “Unregistered,” “Account Failed,” or “No Service”? 
        
    2. Are there any red Xs or warning icons? 
        
    3. Why this matters: Helps determine if the phones are failing to reach the server or failing to authenticate. 
        
8. 8. Have There Been Any Recent Network or Firewall Changes? 
    
    1. Have any changes been made to the Edgemarc, modem, or other firewall devices recently? 
        
    2. Why this matters: Unplanned changes may block SIP/RTP traffic or change routing behavior. 
        
9. Next Steps After Asking 
    
    1. Based on answers: 
        
        1. If public IP changed → Update whitelist on PBX and update NAT rules in PfSense 
            
        2. If internet is down → Customer must resolve with ISP 
            
        3. If only some phones down → Investigate VLAN/DHCP assignment or local switch port issues 
            
        4. If Edgemarc is down → Reboot it and check connectivity 
            
        5. If no SIP traffic seen → Use sngrep on PBX to confirm or request packet capture