When using ysystems, your Hosted PBX you may encounter issues such as a phone not appearing in the inventory despite being active under a user, or a replacement phone failing to load the correct configuration. These issues are often related to device inventory, MAC address inaccuracies, or conflicts with user extensions. Below, we outline steps to resolve these problems effectively.

Common Scenario 1: Phone Active Under User, But Missing in Inventory

If a phone is active under a user but does not appear in Inventory > Phone Hardware, it might not have been added to the inventory. Phones that were factory reset or previously removed will need to be re-added. Here's how to resolve this:

Locate the MAC Address: Retrieve the device's MAC address from the phone's network/info screen or the device label (avoid using the box label as it might not match).

Add the Phone to Inventory: Navigate to Inventory > Phone Hardware in your portal. - Select Add Phone and enter the correct MAC address. - Save your changes.

The phone should now appear in the inventory and, if already associated with a user or extension, remain configured properly.

Common Scenario 2: Replacement Phone Online, But Not Configured Correctly

If a replacement phone powers on and shows as online but does not load the user’s configuration, this is usually due to an extension conflict. Another phone might still be active using the same extension. Follow these steps to resolve this:

Verify Extension Ownership: - Check whether another device is logged in and active on the same extension.

Resolve the Conflict: - Assign a unique extension to the replacement phone. - If needed, use a distinct sub-extension (e.g., 101a).

Once the conflict is resolved, the replacement phone should automatically provision and display the correct configuration.

Additional Tips

Avoid factory resets unless absolutely necessary, as this may require re-adding the device to the inventory.

Always double-check the device's MAC address from its network/info screen before adding or re-configuring it in the inventory.

Ensure each phone is assigned a unique extension to avoid provisioning conflicts.