Will My Desk Phone Work at Home?
Depending on how your phone was configured for operation on your office’s network, you may be able to use your phone at home. As long as the phone can receive power and a reliable, uninterrupted internet connection, the phone should be ready for use at home.
To set up the phone at home…
Your provider cannot guarantee call quality or reliability for phones not on the provider’s data network.
In addition, E911 services might not work properly when removing a phone from the office.
Checking the Home Network
It is a good idea to contact the home network's Internet Service Provider (ISP) and ask that a technician check the network's health and bandwidth management to ensure the phone will be able to receive a robust, uninterrupted connection. They can also further diagnose and treat any issues identified on the network during their check.
To ensure that the Quality of Service (QoS) is excellent for calls, it may be necessary to re-configure the home network equipment's (router/modem, firewall, etc.) settings to ensure that SIP traffic (used by the phones) is not being interrupted or altered. You can also request that they try to set up the network equipment to prioritize SIP traffic.
To do so, we recommend calling the provider of the network equipment and requesting that they adjust the settings listed in our "Recommended Router and Firewall Settings" guide.
Troubleshooting a Remote Phone
In the unlikely event you encounter a problem using the phone at home, consider the
following these troubleshooting suggestions to explore the issue further:
| Problem | Corrective Action |
| Phone has reliability (e.g., calls disconnect, call delays, phone ringing after answering, unable to receive calls, etc.) and audio quality (one-way audio, choppiness, etc.) issues. | There might be a problem with your home network. Ensure that your network does not have double Network Address Translation (NAT) or SIP Application Layer Gateway (ALG) enabled on the router. Your Internet Service Provider (ISP), Managed Service Provider (MSP), or IT team can reconfigure your home network to match our recommended firewall and router settings. |
| Your home router is in a different room from the phone, and Ethernet wiring isn’t available between the rooms. | Consider using a HomePlug Powerline solution.
|
| Phone does not work at all. | Please contact our technical support team by calling 844.59PRIME (844.597-7463), dialing HELP (4357), or emailing a support ticket to support@primecall.com. Before calling, have the phone’s MAC address ready by looking at the sticker on the back of the phone. |
| Phone can make and receive calls well, but the call quality or reliability is poor. |
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