IP Office Troubleshooting
Time & Date is Incorrect on Handsets
Time and date information is incorrect on user handsets.
By default, phones connected to the IP Office system get their time and date information from the Voicemail Pro or Manager program (unless otherwise specified). However, Voicemail Pro or Manager will only act as a time server when the application itself is open. When a time server is defined and available, the phones get an updated time and date from the time server approximately every 10 minutes. Check to see where the users are getting their time and date information from/what is acting as the time server.
I. If you are unsure where the phones are getting their time and date information, check the Time Server IP Address setting within Manager.
To check the Time Server IP Address setting:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click System and double-click the IP Office system you are configuring.
3. On the System tab, look at the information in the Time Server IP Address field. Go to the PC that is acting as the time server and check the following:
• The correct time and date is set.
• The time must be set in 24 hour format.
• If the Manager or Voicemail Pro is acting as the time server, ensure that the application is running.
4. If the Time Server IP Address field is blank or set to 0.0.0.0, it means Voicemail Pro will be used as the default time server if the service is running.
5. Check the Time Offset (hours) field. This field is used to compensate for the time difference between the time server and the IP Office if they are in different time zones. For example, if the time server is 5 hours ahead of the IP Office, then this field must be
configured with -5 to make the adjustment.
II. If the problem persists after you have performed ALL these troubleshooting steps, gather the following information BEFORE escalating the issue:
• A copy of the IP Office configuration will be useful before escalating to your support organization.
• The username and password of the configuration must be provided to your support organization for testing purposes.
• Any trace codes or log files generated by the System Monitor application (if available).
• Notes relating to the result of each of the verification steps performed above.
• The customer's network diagram (if applicable).
Monitor the clock over a 24 hour period for time slips.