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Cody Gibbs
2026-06-24 17:51:49 -04:00
commit 58bb13bd60
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General Notes/Client Specific.md Normal file
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|---|---|
|Alphalink|[https://vtgus.huducloud.com/kba/95ccf4d0bdf0](https://vtgus.huducloud.com/kba/95ccf4d0bdf0)|
|HPWO|We don't work tickets unless status is Escalated from HPWO|
|Stride|[https://vtgus.huducloud.com/kba/bf05dafa797d](https://vtgus.huducloud.com/kba/bf05dafa797d)|
|Texas ID|4696492d-646d-4d3c-9465-6c5a36f31a16|
|||
|||

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General Notes/Commands.md Normal file
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| | |
| ------------------------------ | ----------------------------------- |
| Call Forwarding | asterisk -rx 'database del CF 130' |
| Do Not Disturb | asterisk -x 'database del DND XXXX' |
| Call Waiting | asterisk -x 'database del CW 1022' |
| Call Forwarding (Busy) | asterisk -x 'database del CFB 214' |
| Call Forwarding (Unregistered) | asterisk -x 'database del CFU 214' |
| | |
| ----------------- | ------------------------------------------------------------------------------------------------------------------------ |
| Remote Phone Book | vi /var/www/html/RemotePhonebook.xml <br><br>To enter edit mode, I <br><br>When done, hit esc <br><br>To save enter :wq! |
| | |
| --------------------------------------------------------- | ------------------------------------------------------- |
| Voicemail | ls -l /var/spool/asterisk/voicemail/default/2015/INBOX/ |
| find /var/spool/asterisk/voicemail/ -name "*.txt" -delete | |
| | |
| ------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| [Commands](https://support.gtiglobalus.com/knowledgebase.php?article=192) | |
| [SNGREP](https://vtgus.huducloud.com/kba/88a56cb9213e) | |
| Reset FreePBX GUI password | fwconsole unlock <putcodeyoucopiedhere> |
| Reset web GUI | Httpd service restart |
| Errors revoking license | /usr/local/fop2/fop2_server --revoke --rp=http |
| Call Recording | [https://vtgus.huducloud.com/kba/b05cc016fec7](https://vtgus.huducloud.com/kba/b05cc016fec7) |
| Invading Rules in FreePBX | [https://vtgus.huducloud.com/kba/969f1cc70770](https://vtgus.huducloud.com/kba/969f1cc70770) |
| Whitelisting | [https://vtgus.huducloud.com/kba/c9bf21e853df](https://vtgus.huducloud.com/kba/c9bf21e853df) |
| T-Mobile | [https://vtgus.huducloud.com/kba/corecontact-tls-tips-79fcf0f1e8c6](https://vtgus.huducloud.com/kba/corecontact-tls-tips-79fcf0f1e8c6) <br><br>- #Firewall > Advanced Settings > Hamburger > Advanced >Custom Firewall Rules |
| Packet Capture | tcpdump -i any -s 0 -w /tmp/capture.pcap |
| Edit Firewall rules VIM | vim /etc/firewall-4.rules |
| Search asterisk for location by IP | asterisk -rx 'pjsip show contacts' \| grep ipyouwhitelisted |
| | Fwconsole firewall restart |
| | |
| | |
| | |
- grep 16162590760 /var/log/asterisk/full 
- then find the section C-XXXXXXX 
- hit enter a few times to make a gap 
-  grep C-000066b4 /var/log/asterisk/full 
- copy that text into hudu, select call analysis

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1. Verify SIP Server Configuration 
1. Why: If the SIP server address is misconfigured, phones will not register even if network access is available. 
2. Check: 
1. On the Edgemarc, go to VoIP > SIP. 
2. Verify the SIP Server IP is correct. 
3. This address should be an IP - NOT DNS HOSTNAME! 
2. Check SIP Survivability Status 
1. Why: If survivability is enabled and expected to provide fallback during WAN outages, phones will not function locally if it is down. 
2. Check: 
1. Go to VoIP > Survivability in the Edgemarc. 
2. Confirm Survivability Status is green. 
3. Restart the survivability process if needed by submitting at the bottom of the page. 
3. Confirm Edgemarc Public IP is Whitelisted in Hosted pfSense 
1. Why: If the customer's public IP is not in the alias list used by the hosted pfSense firewall, SIP traffic may be blocked even if management access still works. 
2. Check: 
1. Determine the Edgemarc’s current public IP (via its web UI or using curl ipinfo.io from the CLI). 
2. Log in to the hosted pfSense. 
3. Go to Firewall > Aliases. 
4. Locate the alias used for SIP or VoIP traffic access. 
5. Add the Edgemarc’s public IP if it is missing. 
6. Apply the firewall rules. 
4. Confirm Edgemarc IP is Allowed in FreePBX Firewall 
1. Why: FreePBX's built-in firewall may reject SIP registration attempts from unknown or untrusted IPs. 
2. Check: 
1. Log in to the FreePBX admin interface. 
2. Navigate to Connectivity > Firewall. 
3. Expand the menu on the right, and click Advanced. 
4. Navigate to the Advanced Custom Rules tab. 
5. Ensure the Edgemarc’s IP is listed in one of the lines like below: 
1. -I INPUT -s {Edgemarc IP} -p udp -m udp --dport 5060:5061 -j ACCEPT 
2. If not, add the IP and apply the configuration. 
5. Optional Checks 
1. Review SIP Registration Logs 
1. Use sngrep on the FreePBX server. 
2. If no SIP traffic is received, or it is not being responded to by the phone server, the issue likely lies with pfSense or FreePBX firewall rules. 
3. If traffic is received but registration fails, inspect the response codes for incorrect credentials or otherwise. 
2. Review phone settings 
1. Double check that the Server host in the phone is correct. 
2. Verify that the outbound proxy is either the Edgemarc internal IP, or disabled.

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| | | |
|---|---|---|
|Provisioning & Onboarding| | |
|K-12 Teams Provisioning:|Phillips Lazarz|Provisioning and onboarding for K-12 school districts.|
|New Customer Cutovers:|Chris Tiefel|Customers who have just been cut over to our phone system.|
|Number Porting & Comm-Core Customer Onboarding:|Chris Tiefel|Porting numbers and onboarding Comm-Core customers.|
|Post-Migration Support:|Phil or Wes|Customers who have migrated to a new phone system or datacenter.|
| | |
|---|---|
|Support| |
|After-Hours PBX Reboots:|Max Wagner|
|E911-Related Issues:|Chris Tiefel|
|Core Contact Programming Issues:|Josh Becker|
|Thread Admins:|Greg Knopp & Wes Payton|
|IronScales (Phishing Email Protection):|Tier 3 Technicians|
|Security & Surveillance:|Eric Moore|
| | |
| ------------------ | --------------------------------------------------------------------------------- |
| Sales & Billing | |
| VTG Sales: | Extension: x612 |
| Comm-Core Sales: | Extension: x615 |
| Billing Inquiries: | Accounting Team Extension: x5554 Scope: Customer billing, invoices, and payments. |

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Client form free caller registry [https://freecallerregistry.com/fcr/](https://freecallerregistry.com/fcr/)# 
I open ticket with bandwidth to update outbound caller id

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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