Check your phone system status

Read the status cards on Health and the System status section on Compliance, understand each state, and know what to fix yourself.

Two surfaces report the health of a phone system: the status cards on System > Health and the System status section on Settings > Compliance. Use them to separate a configuration gap you can close yourself from a platform condition that needs support. Every value on both surfaces belongs to the phone system named in the header.

Prerequisites

• The intended phone system selected in the header.
• Access to the Health page and the Compliance page for that system.

Read the Health cards

Health opens with two cards, followed by the Heartbeat chart. The cards are read-only status — they report a state, they are not links, so go to Compliance or Numbers yourself to act. Health has no date control; it always reports the current state.

E911 compliance reports active phone numbers that can dial 911 without a dispatchable address behind them.

Phone health reports the calling configuration and how recent calls are completing.

Not configured is green on purpose. A system still being set up has nothing wrong with it, so it is not flagged as a fault. If you expect calling to be live and see this state, that is the signal to follow up — the card will not raise it for you.

A failed fetch reads as amber rather than green: on a page built to surface outages, an unreachable service must not be reported as health.

Read the System status section

Open Settings > Compliance. The System status section holds three tiles and a compliance overview.

Configured phones counts configuration, not connectivity. It does not tell you whether a given desk phone is powered on, on the network, or currently reachable. A dash means the count cannot be produced, usually because the phone system has no calling configuration yet.

Below the tiles, Compliance overview shows one row per compliance signal — E911 compliance, call recording, extension-to-extension recording, the inbound and outbound call notice, and the AI compliance notice. Each row carries a state and a short detail line, and links to the relevant setting further down the page.

A Warning on the E911 row reading No active numbers configured means the system has no active numbers to measure — it is not a compliance failure. A Warning on a recording or notice row means that setting is currently off, which may be exactly what you intend; the state is a description, not an instruction.

Decide what to do next

Nothing in System status changes a phone’s own configuration. If one device is misbehaving while the cards are green, work from the device instead.

Reach support from a phone

Dial *611 from any desk phone or from the mobile app to call Steer Phones support directly. The code is the same on every phone system and works from a desk phone that has not yet been assigned to an extension, so a phone that is only partly set up can still reach support. The call is an ordinary outbound call from your phone system: it shows your usual outbound caller ID and gets the same Call Log, recording, and disclosure treatment as any other outbound call placed from that same desk phone or app. Because *611 is reserved for this purpose, it cannot be used as an extension number or as a recording exemption code.

If you hear that support is not available right now, the support line is not currently reachable from the phone; try again later or use your usual support channel.

Reach support from the dashboard

When Steer Phones has its support notice turned on, every dashboard page shows the same two reminders for every user on every phone system: a Steer Phones Support banner across the top of the page and a Steer Phones Support box at the bottom of the sidebar (inside the navigation drawer on a phone). Both point you at *611 and at the support chat in the lower right of the page. If the sidebar box offers Phone not working?, opening it reveals a direct support number you can call from any phone when *611 is not working.

Dismissing the banner hides only the banner, only in that browser; the sidebar box and chat stay. The banner returns after your dashboard has seen the notice switched off and then on again. An open dashboard tab picks up a change to the notice when it regains focus, so if colleagues see the banner and you do not, click into your dashboard tab or reload it. When the notice is off, none of these appear and *611 still works from any desk phone on your phone system and from the mobile app.

Expected result

You can say which signals are healthy, which need a configuration change you own, and which need support — and you have the phone-system name and time to hand for anything you escalate.

Troubleshooting

• Health shows an amber card but Compliance looks fine: The pages read the same data at different moments. Refresh Health and re-open the section before treating the difference as real.
• A card reads Unable to load, or a tile shows a dash: The value has not loaded or cannot be produced for this phone system. Reload the page; if it persists, contact support.
• E911 compliance does not move after assigning an address: Confirm the number is active and its address saved, then reload. A registration change that is still processing has not been counted yet.
• Selecting a Health card does nothing: The cards report status and are not links. Open Settings > Compliance for the detail, or Phone Numbers to assign an address.
• The compliance settings form will not save: Changing compliance settings needs an administrator role. Ask an administrator for the phone system to make the change.
• The page asks you to select a phone system: Choose the intended system in the header; both surfaces always report one system at a time.

Related guidance

• Assign E911 emergency addresses.
• Review compliance settings.
• Manage provisioned phones.
• Trace what happened to one call.