Support and FAQ
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FAQ
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Cloud Hub
There are specific ports and protocol used on Cackle’s Cloud Phone network. It will require configuration. This can be performed by Cackle’s provisioning team or we can make the information available for your internal IT team to conduct the configuration. Ensure SIP-ALG is always turned off.
SIP ALG stands for Application Layer Gateway and is common in many commercial routers. Its purpose is to prevent some of the problems caused by router firewalls by inspecting VoIP traffic and if necessary, modifying it.
SIP-ALG should be turned off to allow call signaling to traverse firewalls and routers unmodified.
If you are having trouble getting your device to register, make sure that any VoIP specific ALG features in your firewall or router is switched off. This usually solves the problem.
First, check your internet connection – cloud phone service relies on it to make and receive calls. If your Internet connection drops out, or suffers performance issue, you may experience call dropouts, or garbled/incomplete calls.
If your Internet connection is OK, check that the cables are all OK, and consider testing on another telephone handset.
In an event of a power outage, cloud phone system will not work. However, we have ways to work around this by setting up calls to be forwarded through to your mobile phone.
We are an Auckland based company and have an inhouse support team. In the event of a phone system failure, you can reach us by phone. Alternatively, you can lodge a support ticket to [email protected] for minor incidents.
Hardware
The clear dial tone switch and microphone volume settings must match your desk phone. Follow the steps in the Quick Start Guide for setting up the product correctly.
The audio level from the microphone on your Headset should approximately match that of your deskphone. If you are hearing echo, chances are that the volume of the headset’s microphone is set too high. Try adjusting the microphone level of the headset down, one step at a time, while talking (see the user guide for your headset model). As the microphone volume level drops, you will notice the echo will reduce or be eliminated.
If the person at the other end of the call has difficulty hearing you when you are using your headset, you should adjust the microphone boom arm tip. This is particularly important when using a headset with a noise-cancelling microphone which must be positioned quite close to the mouth. Alternatively, please adjust the microphone volume on the back of the base. Refer to the Quick Start Guide or User Manual for more information.
In order for auto EHS mode to be fully functional the EHS cable must be plugged in before the base is powered on. Exceptions include Siemens OptiPoint, which must be selected in the voice prompted settings menu (remote call control).
This could be because the speaker volume setting is too high. Adjust the volume accordingly down on your deskphone, mobile phone, softphone and/or on the headset, until you find a lower, but improved setting.
Make sure that you choose the correct EHS mode on the headset during installation (see the user guide for your headset model).
If you have a Handset lifter, please make sure that you have adjusted it to lift the handset high enough, so you can get audio from the deskphone.
Make sure you have power on the headset base and your headset is turned on
Assuming the device has been set up correctly, the desk phone may not be fully immune to the radio signals the headset uses. To overcome this problem, move the headset base at least 30 cm away from the desk phone.
Yes, if the desk phone has an electronic hookswitch (EHS) feature. Contact Cackle to determine if your phone is compatible with EHS.
Make sure the cord is firmly connected at both ends
Ensure you have the correct cord by checking the relevant compatibility guide for the manufacturer of your headset.
If the cord is correct, try a known good cord using the same phone and headset to determine where the fault lies.
Make sure you have changed the switch on the cord to the appropriate setting for your desk phone.
Following are the correct switch positions for the Jabra GN1200 Smart Cord and Xenexx i12 Intelligent Cord
| Switch Position | Matching Telephone System | Amplified Microphone |
|---|---|---|
| 1 | Standard (most common), Including Polycom IP Phones | No |
| 2 | Cisco IP phones 79xx series | No |
| 3 | Ascom office and Philips phones | No |
| 4 | Japanese phones, NEC , Nitsuko | No |
| 5 | Plantronics Vista Base | No |
| 6 | Panasonic phones with modular jack | Yes |
| 7 | Nortel digital phones, Shoretel and Avaya IP phones** | Yes |
| 8 | Avaya Callmaster V and VI, Cisco IP phones 79xx series | Yes |
Yes, you can through the use of a QD to USB adapter. Please contact us to determine the correct adapter for your brand of headset.
If you have a flexible microphone boom, ensure it is placed within 2cm of your mouth.
New Durafon handsets need to be registered to your base station. Repaired handsets will also normally need to be registered to your base station.
For reliable operation, keep the handset at least 1 metre away from the base station.
Press and hold the Registration Button on the base station until all LED’s on the base light up. (This takes about 3 seconds).
Once all of the LED’s are lit, follow the proceeding steps on the Durafon handset;
1. With the handset on, press the menu button.
2. Select menu option 6 – Registration
3. Select menu option 1 – Register
4. The handset should display “Registration Complete”
‘Register’ must be selected while the LED’s on the base are still lit. (30 seconds). If the base times out and the LED’s turn off, repeat the procedure.
We try very hard to process and ship your order to you on the same day as you place it. If you are in the North Island, this usually means you will get it in 1-2 business days.
For our South Island customers it can take 2-3 business days.
Rural delivery can take 3-4 business days to have your order delivered.
Special orders
If you order something special, and we need to order it in for you, we will tell you when it is likely to be delivered to you, as it may take a little longer.
Troubleshooting Guides
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