If you are trying to dial an internal VoIP line either internally or externally and you find the line is engaged (even though the phone is not being used) please check the following: 


1. Firstly, check the phone status by clicking on the phone icon:



2. Click on the ringing phone icon as shown below:



3. Your phone may be offline - if so it will have a red X instead (as shown below) instead of a green tick as shown above. 


Online%20Off%20Line%20Summary.png

Please note: if the line is shown with/without either a red X or green tick then please check what has been entered into the 'Display Name' field for that line. 

Display%20Name%20field.png


Please make sure that there is no quote mark ('), (") that is entered into the 'Display Name' field as this could be the cause of the issue. 

If you have checked the above but the issue still persists please follow the steps below: 

4. Is there an error message on the phone?  


5. If there is no error message on the phone and the issue still persists then please try unplugging the phone and re-connect it again to see if that resolves the issue. 


6. Alternatively, you could try plugging the phone into a different network port. 


7. When the network connection with the phone is re-established the phone should then re-set itself and will be back online so that you can make internal calls to that VoIP line again. 


8. If the issue still persists please check that your phone is not on Do Not Disturb - depending on what model of phone you are using there are different instructions for de-activating DND on the phone.  


Please contact our Support Helpdesk with the make and model of your phone for assistance.