Phones

THIS ARTICLE IS PRIMARILY REFERRING TO THE PANASONIC TGP600. THESE TROUBLESHOOTING STEPS WILL LOOSELY APPLY TO THE YEALINK W52P/W60B PHONES.

If you are using the Panasonic TGP600/Yealink W52P/W60B and do not have a dial tone (unable to make calls out), are receiving store calls to your personal cell phone, or are having poor voice quality, here are some standard troubleshooting tips:

For other common problems, skip down to the next heading

1. Check the status light on the front of the phone base. The base is the small black device that is connected to the internet via an ethernet cord (not the device you use to make calls, that is your handset). Make a note of it's color and flashing speed.

   • If the color is amber and you are unable to access the internet on other devices and your phone is unable to make or receive calls, refer to the wifi troubleshooting guide as this is likely a network issue.
     
     

2. Take one of the registered handsets (if it is registered, it will display the handset number in the top left of the screen, usually 1, 2 or 3), and see if the phone has reception bars. If there is no reception, you'll see the symbol will display no bars and turn red. If this is happening, it could be causing dropped calls or a decrease in call quality. You should see the reception signal increase to full strength when in the same room as the phone base (close to your network equipment). This means that you are attempting to use the phone too far away from the base. If this issue is happening while using the phone in your lobby, then follow the email instructions outlined in step 4.
   
   

3. Restart the phone base. To restart, unplug both the ethernet cord and power cord, wait 10 seconds, then plug them back in. Allow at least 3 minutes for the base to power on.
   
   

4. The status light should turn green and your handset should be able to make calls. If the issue persists after completing the reset, send an email to it@breakoutgames.zendesk.com with the following information:

   • Subject: Store Calling Problems

   • Describe the issue with as much detail as you can

     • ex. Our phones seem to have either terrible phone quality or weird talking delays. The TGP600 has a solid green light. It started to happen around 12:30pm today after we had to restart our modem because our internet went down. When the quality is bad, it sounds like someone is scratching on the microphone as they try to talk into it, and I don't think they can hear me. If that person calls back and it is fine. Then 15 minutes later when we receive another call it happens again.

   • Are you able to access the internet from other devices?

   • Are there any error messages that play when attempting to use the phone or that pop up on the handset screen?

   • Attach a picture of the home screen on the handset.

   • What steps did you take to fix it?

     • ex. We restarted the TGP600 and it boots up and turns green just fine. The problems didn't show up for about an hour after we restarted it, so we tried it again and the same thing happened about an hour later. 

   • The on-site contact's name and phone number.
     
     

5. If you are able to access the internet on other devices, but your phone is unable to make or receive calls, put the word "URGENT" in the subject.

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If you are using the Panasonic TGP600 and are:

• Unable to access voicemail because: you've gotten locked out, forgotten your pin, or get the message "this operation cannot be completed at this time,"

•  Receiving calls during normal business hours at the store that are meant for the corporate sales rep,

• Not receiving voicemails on Zendesk,

• Experiencing any other random errors or messages,

Then send an email to it@breakoutgames.zendesk.com with the following information:

• Subject: Panasonic TGP600 Problems

• Describe the issue with as much detail as you can.

• The on-site contact's name and phone number.