User talk:Nina Garcia

Device Installation US CA UK

Overview Article provides a generic view of the basic steps required to install any Vonage device. For information related to a specific device, perform an IKB search of the specific device for the applicable IKB article(s).

Gathering Information Prior to Installation Log in to Interact/CCA to review the account status and any notes on the customer's account. Check the customer's network environment: Customer's broadband Internet Service Provider (ISP) Type of service (such as cable, fiber optic, DSL, and others) Customer's setup (modem/router/wiring/accessibility and so forth) Make sure the customer can access the network environment where they want to install the Vonage device. Review the Vonage device package contents that are required for installation with the customer. If the power adapter is missing, the customer can either have Vonage order the replacement or purchase the missing item(s) from a retail location and apply a credit to the customer's account

NOTE: Failure to use a power adapter with the correct voltage output may damage the Vonage device or cause it not to function properly. See Phone Adapters and Power Supplies Comparison for the correct power requirements for each device.

If the Ethernet cable is missing, have the customer purchase the missing item(s) from a retail location and apply a credit to the customer's account.

In either case, for the credit procedure, see Credit Policy: Shipping and Handling Issues. Procedure - Connecting the Phone Adapter to an Existing Modem

The connection between the customer's existing DSL/Cable modem and computer will either use an Ethernet cable, or a USB cable. Determine which of these cables is currently in use; then refer to the correct procedure below. Ethernet Cable - Disconnect only the modem end of the Ethernet cable and leave the other end connected to the computer. Proceed to Step 2. USB Cable - Disconnect both ends of the USB cable and remove it. Replacing the USB cable with an Ethernet cable, connect one end of the Ethernet cable to the computer, and then proceed to Step 2. NOTE 1: If the computer has no Ethernet input and/or the modem has no Ethernet output, the customer must do one, or both, of the following:

Equip the computer with either a Network Interface Card (NIC) or a USB-to-Ethernet adapter. Upgrade the modem to one with an Ethernet port. NOTE: Modems/routers must have standard Ethernet output ports, meaning a USB adapter can not be used on a modem or router to provide an Ethernet output connection. NOTE 2: Some Vonage devices are packaged with only one (1) Ethernet cable. A second Ethernet cable may be needed to complete this procedure.

Connect the free end of the existing Ethernet cable (from Step 1) to the port labeled Ethernet 1 on the back of the Vonage Device. At this point, there should be an Ethernet connection between the Vonage device Ethernet 1 port and the computer.

Connect one end of the Ethernet cable to an unused Ethernet port on the modem and plug the other end into the port labeled Internet on the Vonage device.

Connect the power adapter to the power port on the Vonage device, and plug the other end into a power source.

Check the Status Lights on the Vonage device to verify that the telephone line is ready for use. If the telephone line is ready for use, connect a telephone to the Phone 1 port on the back of the Vonage device, lift the handset of that telephone and listen for a dial tone. If Dial Tone Is Present The customer should place a test call and then the agent should place a test call to the customer. If each test call is successful, the Vonage device is functioning correctly. If Dial Tone Is Not Present Refer to the No Dial Tone Workflow in Interact. Procedure - Connecting the Phone Adapter to an Existing Router (This configuration is not recommended) IMPORTANT: Installing the Vonage device behind a third party router or modem with a built in router IS NOT RECOMMENDED because this may hinder the device from performing optimally. However, there are cases where the Vonage device must be connected to a customer's router, modem/router, and /or wall jack. These circumstances include:

Enterpriseinstalls Modem with built in routers Customer preference (if the customer does not want to set up the device in front of their router, advise the customer that the best service quality will be achieved when the Vonage device is connected directly to the modem) Residences where broadband is provided to the customer. The procedure for installing the Vonage device with a customer's existing router is as follows:

NOTE: The existing network configuration may contain a separate modem and router as illustrated, or a single combined modem/router device.

Check for an unused Ethernet port on the existing router. Proceed with either Step a. or Step b. below: Available Ethernet port on the existing router: Connect one end of an Ethernet cable into the Internet port on the Vonage Device, and plug the other end into an unused Ethernet port on the router. Proceed to Step 2.

No available Ethernet port on the existing router: Disconnect the cable attaching the Ethernet port of the router to the computer, and connect it to the Ethernet 1 port on the back of the Vonage device.

Connect one end of a second Ethernet cable to an unused Ethernet port on the router and plug the other end into the Internet port on the Vonage device.

Connect the included power adapter into the power port on the Vonage device, and plug the other end into a power source.

Refer to the appropriate (model-specific) IKB article for instructions on checking the status lights of the Vonage device to verify that the telephone line is ready for use. If the telephone line is ready for use, connect a telephone to the Phone 1 port on the back of the Vonage device, lift the handset of that telephone and listen for a dial tone. If Dial Tone Is Present The customer should place a test call and then the agent should place a test call to the customer. If each test call is successful, the Vonage device is functioning correctly. If Dial Tone Is Not Present Refer to the No Dial Tone Workflow in Interact. Additional Tools to use in Conjunction with this Article Check Production Status: Provides information on systemic issues.

Real-Time Alerts on the IKB: The yellow announcement bar across the top of each IKB page shows real-time alerts.

Known Issues: Provides information on installation issues.

Professional Installation: Verify Availability and Detailed Procedures to Schedule an Appoint if the customer is having issues performing troubleshooting tasks.

Note: Professional Installation is not applicable for UK