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Huge update of multiple pages, formatting, and general review of content
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thelovebug authored Aug 15, 2024
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72 changes: 31 additions & 41 deletions docs/General/user_guides/faq.md
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# Frequently Asked Questions

Last Updated: 08/16/2022

This document is a place to put some of the more Frequently Asked Questions of the service that are quick, short answers. If an answer requires more indepth steps, a guide will be created and linked to from this document.

This is a long document, so to the right side of this page is a Table of Contents that will link you to the sections and within each section is a smaller Table of Contents that will link you to the question you have and the answer. You can also do a search by doing ```Ctrl``` + ```F``` on Windows and Linux or ```Cmd``` + ```F``` on Mac.
This is a long document, so to the right side of this page is a Table of Contents that will link you to the sections and within each section is a smaller Table of Contents that will link you to the question you have and the answer. You can also do a search by doing `Ctrl` + `F` on Windows and Linux or `Cmd` + `F` on Mac.

<hr />
----

## General

Expand All @@ -15,7 +13,7 @@ This is a long document, so to the right side of this page is a Table of Content
!!! note ""
First you will need to get a phone. As long as your phone will allow or handle SIP, you are good to go.

Then check out our [Getting Started Guide](https://hamsoverip.github.io/wiki/General/user_guides/getting-started/) to start the process.
Then check out our [Getting Started Guide](./getting-started.md) to start the process.

You can also look through the rest of the Wiki to get an idea on how to get started.

Expand All @@ -24,34 +22,34 @@ This is a long document, so to the right side of this page is a Table of Content
!!! note ""
You are already in the best place for getting more help! This Wiki. This is where alot of guides and information can be found about the service and things are added all the time.

Next place you can go is one of our [Chat Services](https://hamsoverip.github.io/wiki/General/user_guides/chat-services/). Our main form of communication is Discord, but some other chat services are bridged into it.
Next place you can go is one of our [Chat Services](./chat-services.md). Our main form of communication is Discord, but some other chat services are bridged into it.

### Can I contribute to the Wiki?

!!! note ""
Absolutely! We encourage our user community to contribute to the Wiki to help expand the knowledge here. To see how, check out our [Getting Started Guide](https://hamsoverip.github.io/wiki/General/user_guides/getting-started/)
Absolutely! We encourage our user community to contribute to the Wiki to help expand the knowledge here. To see how, check out our [Getting Started Guide](./getting-started.md)

### What Feature Codes can I use on the system?

!!! note ""
All Feature Codes can be found in the [Feature Codes Guide](https://hamsoverip.github.io/wiki/endpoints/pbx/freepbx/feature-codes/)
All Feature Codes can be found in the [Feature Codes Guide](../../endpoints/pbx/freepbx/feature-codes.md)

<hr />
----

## Troubleshooting

### The light for my HOIP extension is not green (its orange, amber, yellow) and I have not changed anything on my end. What has happened or what do I do?

!!! note ""
This is becoming a common issue on the service we are finding. This could be a Carrier Grade NAT situation. We might have to make some adjustments on the peer for your extension.
This is becoming a common issue on the service we are finding. This could be a Carrier Grade NAT situation. We might have to make some adjustments on the peer for your extension.

Some steps to take first (in order):

* Reboot your modem
* Reboot your router
* Reboot your phone
* Double check to make sure none of your configuration has changed (password, domain, etc.)
* If you are using Hamshack Hotline, [please check here](https://hamsoverip.github.io/wiki/General/user_guides/faq/#i-had-to-reprovision-my-phone-with-hh-and-now-hoip-will-not-work-how-do-i-fix-this) to make sure the settings are correct.
* If you are using Hamshack Hotline, [please check here](./faq.md#i-had-to-reprovision-my-phone-with-hh-and-now-hoip-will-not-work-how-do-i-fix-this) to make sure the settings are correct.

If these do not fix the issue, you will need to open a ticket to the helpdesk. We will need to make some adjustments.

Expand All @@ -75,84 +73,72 @@ This is a long document, so to the right side of this page is a Table of Content
For those of you that have reprovisioned your phone due to Hamshack Hotline or a factory reset and then reprovisioning Hamshack Hotline to fix these issues and be able to use other services:

* Goto your HOIP extension tab and change TCP to UDP.
* In the ```SYSTEM``` tab, please fill in
* ```PRIMARY DNS``` with 8.8.8.8
* ```SECONDARY DNS``` to 8.8.4.4
* In the `SYSTEM` tab, please fill in
* `PRIMARY DNS` with 8.8.8.8
* `SECONDARY DNS` to 8.8.4.4
* or you can use DNS servers of your choice (for example if you run a DNS source on your home network like Pi-Hole or if you don't want to use the Google servers above).
* Make sure you have your HOIP extension configured with the proper credentials.
* Submit changes and reboot.

### My phone is provisioned but I don't hear any audio after the dial tone when I check my voicemail or make any calls.

!!! note ""
Check the audio settings of the phone. Make sure the volume is turned up and there are no loose connections. If the phone checks out physically, check to see if the phone is behind a firewall. If it is the following ports need to be opened outbound only. (Keep in mind this is NOT port forwarding, just simply allowing the phone to initiate a connection on these ports

* SIP Ports UDP - 5160
* DNS Ports UDP - 53
* NTP Ports UDP - 123
* RTP Ports UDP - 8500 through 59999
<hr />

### My phone is provisioned but I don't hear any audio after the dial tone when I check my voicemail or make any calls.
### My phone is provisioned but I don't hear any audio after the dial tone when I check my voicemail or make any calls

!!! note ""
Check the audio settings of the phone. Make sure the volume is turned up and there are no loose connections. If the phone checks out physically, check to see if the phone is behind a firewall. If it is the following ports need to be opened outbound only. (Keep in mind this is NOT port forwarding, just simply allowing the phone to initiate a connection on these ports
Check the audio settings of the phone. Make sure the volume is turned up and there are no loose connections. If the phone checks out physically, check to see if the phone is behind a firewall. If it is the following ports need to be opened outbound only. (Keep in mind this is NOT port forwarding, just simply allowing the phone to initiate a connection on these ports)

* SIP Ports UDP - 5160
* DNS Ports UDP - 53
* NTP Ports UDP - 123
* RTP Ports UDP - 10000 through 15000 NOTE: RTP port can vary on what is set for your device to use.
<hr />

----

## Phones

### What phones work with HOIP?

!!! note ""
The nice thing about the Hams Over IP service is we are a BOYD (Bring Your Own Device) service. So any phone that you can configure for SIP connections can be used on the service, on any peer. We have people that use Cisco, Grandstream, Polycomm, Yealink, Fanvil, Softphones and many other types of phones.
The nice thing about the Hams Over IP service is we are a BOYD (Bring Your Own Device) service. So any phone that you can configure for SIP connections can be used on the service, on any peer. We have people that use Cisco, Grandstream, Polycomm, Yealink, Fanvil, Softphones and many other types of phones.

As long as you can configure the phone to use SIP, you are good to go.

### How do I configure X phone to work with HOIP?

!!! note ""
Take a look through the Configuration Guides in the Wiki and see if your phone has a configuration guide. If not, you can ask on any of our [chat services](https://hamsoverip.github.io/wiki/General/user_guides/chat-services/) to see if someone has configured it.
Take a look through the Configuration Guides in the Wiki and see if your phone has a configuration guide. If not, you can ask on any of our [chat services](./chat-services.md) to see if someone has configured it.

If there is not a configuration guide, you are also welcome to contribute to the Wiki and add a guide for your phone. That would help out others. To see how to contribute, look at the [Contributing Guide](https://hamsoverip.github.io/wiki/wiki/overview/).
If there is not a configuration guide, you are also welcome to contribute to the Wiki and add a guide for your phone. That would help out others. To see how to contribute, look at the [Contributing Guide](../../wiki/overview.md).

### I had to reprovision my phone or factory reset my phone and I cannot find/lost my credientals. What do I do?

!!! note ""
If you can't find your credentials, you can put a ticket into the [Helpdesk Ticketing](https://helpdesk.hamsoverip.com/osticket/) system and request your credentials be resent to you.


### How do I access my Voicemail?

!!!note ""
Dial ```*97``` from your phone or hit the voicemail button. This will drop you into your mailbox. If this is the first time accessing your mailbox, the system will walk you through setting up your outgoing voicemail messages and make you change your pin. Once you have all this setup, all you need to do is dial ```*97``` from your phone, or hit the voicemail button and it will just drop you into your box to let you retreive messages.
!!! note ""
Dial `*97` from your phone or hit the voicemail button. This will drop you into your mailbox. If this is the first time accessing your mailbox, the system will walk you through setting up your outgoing voicemail messages and make you change your pin. Once you have all this setup, all you need to do is dial `*97` from your phone, or hit the voicemail button and it will just drop you into your box to let you retreive messages.

<hr />
----

## PBXs

### What PBXs work with HOIP?

!!! note ""
Good Question. As of right now, we know that FreePBX and 3CX both work with the service. Both can connect via SIP Trunks and FreePBX is able to use IAX. But otherwise, we don't really know of more. If you know of others that use SIP Trunks and can configure them, we would like to know more about it. In fact, if you can create a configuration guide, please submit it.
Good Question. As of right now, we know that FreePBX and 3CX both work with the service. Both can connect via SIP Trunks and FreePBX is able to use IAX. But otherwise, we don't really know of more. If you know of others that use SIP Trunks and can configure them, we would like to know more about it. In fact, if you can create a configuration guide, please submit it.

If you want to use FreePBX or 3CX, please check out the configuration guides for each here in the Wiki.


### How do I configure my PBX to work with HOIP?

!!! note ""
Good question! If it's one we have a guide for, check out the configuration guides for the PBXs. If it's one that we don't have a guide for, please write one up and submit it.
Good question! If it's one we have a guide for, check out the configuration guides for the PBXs. If it's one that we don't have a guide for, please write one up and submit it.

<hr />
----

## Website/Ticket System

### I am a new user and just created an account in OS Ticket, but I am not able to log in.
### I am a new user and just created an account in OS Ticket, but I am not able to log in

!!! note ""
Chances are pretty good the verification email from the system was sent to your spam folder. There are some email providers that either block or mark the emails as spam. Check your spam folder. If it's not there, it might have been blocked. Reach out to an admin on Discord and see if they can activate your account. Once that is done, you should be able to log in and see your tickets.
Expand All @@ -161,6 +147,10 @@ This is a long document, so to the right side of this page is a Table of Content

!!! note ""
This could be a couple of things:

* Remember we are all volunteers. We try to get to tickets as quick as we can, but we also have lives outside of this project. So it could take a day or two before we can get to the ticket
* Possibly the same reason as above. Your email provider spam foldered it or blocked it. Again, reach out to an admin on Discord and they can DM you your credentials.

----

!!! info "Last updated 2024-07-09"
18 changes: 9 additions & 9 deletions docs/General/user_guides/getting-started.md
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Expand Up @@ -8,22 +8,22 @@ Please note that you MUST have an extension on the system before you can request

So lets get started:

* First, you will need to enter a ticket in our ticketing system. Please go to [https://helpdesk.hamsoverip.com/osticket/](https://helpdesk.hamsoverip.com/osticket/) and create an account.
* First, you will need to enter a ticket in our [ticketing system](https://helpdesk.hamsoverip.com/osticket/) and create an account if you don't already have one.
* Once your account is created, you will get a verification email to the email address you used to signup with.

* If you do not have the email within a few minutes, you will need to check your Spam or Junk folders, in case it got routed there by your email provider.

* Once you have verified your email, you will need to log into the Ticketing System and then request a new extension. Follow the prompts on the screen to do that.

* After your request is in, it can take a bit before your line is provisioned. Please be patient.
* Once your extension is provisioned, you will get sent an email with your credentials.
* Once your extension is provisioned, you will get sent an email with your credentials.
* When configuration screens ask for a user name, your user name is your extension number.
* You can use whatever device you want, but you will need to know how to configure it. Also know that we can support alot of phones, but there are a few that we receommend to make helping the end user easier. However, by joining one of our [chat services](https://hamsoverip.github.io/wiki/General/user_guides/chat-services/), you may be able to find help on phones too.
* You can use whatever device you want, but you will need to know how to configure it. Also know that we can support alot of phones, but there are a few that we receommend to make helping the end user easier. However, by joining one of our [chat services](./chat-services.md), you may be able to find help on phones too.

* While waiting for your line to be provisioned, read through the rest of the Wiki here. There is alot of information in these pages that can help you configure a phone or use other aspects of the service.
* Make sure to join one of our [chat services](https://hamsoverip.github.io/wiki/General/user_guides/chat-services/) for additional help/conversation!
* Signup at the main website [https://hamsoverip.com](https://hamsoverip.com) for the phonebook and BLF Dashboards. This is a seperate account from the Ticketing System.
* While waiting for your line to be provisioned, read through the rest of the Wiki here. There is a lot of information in these pages that can help you configure a phone or use other aspects of the service.
* Make sure to join one of our [chat services](./chat-services.md) for additional help/conversation!
* Visit the main website [https://hamsoverip.com](https://hamsoverip.com) for the phonebook and BLF Dashboards.

Finally, and most importantly, enjoy using the service!

Last Updated: 09/03/2022
---

!!! info "Last Updated 2022-09-03"
2 changes: 1 addition & 1 deletion docs/General/user_guides/support.md
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Expand Up @@ -9,7 +9,7 @@ If you need help, here are some steps to take:
* Look through the Wiki first. Alot of common questions are already answered here.
* Next, if you don't find an answer in these pages, put in a ticket in the ticket system that you can get to from the [main website](https://hamsoverip.com). This allows us to track issues. This allows us to see what common issues are so that we can either put a fix in place, or generate a wiki article to help others in the future.
* Once you have a ticket in, someone may reach out for farther information, or to schedule time with you to connect on Discord to get more information or even walk you through your issue.
* You can ask for help in one of our chat servers. Please look here to see what we support and how they are connected: [Chat Services Guide](https://hamsoverip.github.io/wiki/General/user_guides/chat-services/). Keep in mind though you will get alot of answers and it will not be a tracked issue.
* You can ask for help in one of our chat servers. Please look here to see what we support and how they are connected: [Chat Services Guide](./chat-services.md). Keep in mind though you will get alot of answers and it will not be a tracked issue.

The biggest key here is to make sure to put a ticket in so that issues and problems can be tracked easier.

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