Phone.com Setup and Troubleshooting Guide
Cisco SPA122 Analog Telephone Adapter (ATA) with Router
7 / 9
Revised: 30 October 2012
Troubleshooting
If I lose power or my internet connection goes down, will I lose phone service?
If you lose power, or if your internet service is unavailable, you will not have phone service.
Why do I not hear a dial tone?
1. If the top panel LEDs for
System
,
Internet
, and
Phone 1
are not illuminated, refer to page three
of the
Cisco Quick Start Guide
to interpret the meaning.
2. Make sure your phone is plugged into the correct phone port on the back panel of the SPA122.
For example, if the LED for
Phone 1
is lit, make sure the phone cord is plugged into the
Phone 1
port.
Why do my calls have choppy audio, or drop words intermittently?
If you experience choppy audio, this is usually an indication of insufficient bandwidth. The bandwidth
available for your Voice over Internet Protocol (VoIP) calls can be reduced by file transfers, streaming
video, online gaming, or other heavy network activity. For best call quality, it is recommended you limit
heavy network or Internet activity during VoIP calls.
Why does my phone not ring?
Make sure that your phone’s call forwarding or DND features are disabled. The easy way to tell if either of
them is enabled is to pick up the phone. If you hear a slow “stutter” tone, one of those features is probably
enabled.
If you still have issues after checking these features, certain network configurations can prevent your
phone from receiving VoIP traffic properly. See the “How should I set up my network?” section below for
some tips.
Why do my calls drop after 15 minutes?
Certain network configurations can prevent your phone from receiving VoIP traffic properly. See the “How
should I set up my network?” section below for some tips.
How should I set up my network?
Your network will consist of a variety of components, each with its own unique features and
configurations. Though VoIP devices are designed to work with all types of routers, you may encounter
special issues with getting your network to work with VoIP properly and certain features of your network
might need to be modified.
Here are some general rules for configuring your network. Consult the user guide for your network
component, or contact the manufacturer’s support department if you need specific guidance.
Disable any SIP Application Layer Gateway (ALG) features.
Routers with SIP ALG enabled can interfere with SIP VoIP packets, preventing them from reaching
your device, or routing them incorrectly. This means your VoIP device might drop out in the middle
of a call, not ring on incoming calls, or the wrong device might ring (if you have more than one).
You can test your network VoIP performance at:
http://www.phone.com/customer-support/test-your-network-voip-performance/
