VoIP Board Troubleshooting

VoIP Board Troubleshooting

VoIP Board Troubleshooting
Date:                   June 20, 2008
Subject:               Troubleshooting Procedures for VoIP Boards
Distribution:        All Dealers
Doc Type:           Tech Note
Release:             N/A
Scope:                5.0A - 5.2
Application:        N/A
Hardware:           AltiGen VoIP boards
Keywords:           Board, Triton, VoIP, ALTI-TTIP, Troubleshooting, Guide
Obsolete:            No


This guide covers troubleshooting steps for AltiGen VoIP boards. Refer to the Quick Install Guide and General Board Troubleshooting Tech Note to verify proper board installation and troubleshoot non-board type specific issues. Most VoIP issues are configuration or network related; hardware problems are uncommon.



Spares and Testing Equipment:

In order to reduce your client's downtime and accurately diagnose and correct any issues, it is imperative that you stock appropriate spares and always bring your telecom tools with you when troubleshooting any board or hardware related issue.


Spares: Stocking spare parts greatly speeds up problem isolation and always makes clients happy. Having a spare part can mean the difference between a minor inconvenience and a critical issue.


Basic telecom tools to bring: Butt set, toner set, cross connect wire, harmonica, punchdown tool, RJ21-X (sometimes called amphenol) cable, banjo adapter, snips, RJ11 and RJ45 crimper, CT-BUS cable and a spare Triton power cable. Some basic hand tools like screwdrivers, pliers and a flashlight are also recommended.



Troubleshooting Steps:

1. Check that boards are installed properly, refer to the Quick Install Guide and General Board Troubleshooting Tech Note.


2. Create a 'loopback' entry in the IP dialing table ( and see if you can call yourself.


3. Reset the VoIP board.


4. Try to narrow down the problem to a specific port or ports if possible.


5. Check your phone firmware, Windows Firewall configuration and the AltiGen IP Phone Service, these are common causes for IP Phone problems. As mentioned in the Introduction, VoIP boards rarely experience hardware failures. Verify your VoIP configuration and contact Technical Support before completing the following steps.


6. Run multiple passes of the CT-Bus Test Tool (unless the system is a MAX1000) and AltiGen Board Test Tool.

    a. See the Quick Install Guide and General Board Troubleshooting Tech Note to troubleshoot CT-Bus failures.

    b. A failure when running the AltiGen Board Test typically indicates a bad board.


7. Reseat the board.


8. Move the board to a different PCI slot.


9. Try the board in a different chassis.


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12th of July, 2012

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