FAQ: The Ultimate Intercom Guide

Getting help on the SchonellⓇ Interphone

To help you further understand our various intercom systems and its functions, we have compiled a list of frequently asked questions (FAQs), including tips and advice on problems that you may encounter.
If your questions or concerns have not been addressed in any section of the FAQ, kindly Contact Us and a representative will assist you.

About Interphone

This section comprises of basic intercom system information.
It is important that users and building owners familiarize themselves with knowledge to help them find an intercom system which best suit their needs.

What is a telephony intercom system? (Telephone Entry Systems)

A telephony intercom is a communication system that facilitates duplex calls between two parties.
For instance, it connects between the lift lobby, gate or car park entrance to the Resident’s unit in the same condo apartment building
The system provides visitor access control to apartment buildings, gated communities, condominiums, office buildings, and even industrial sites.
A tenant communicates directly with a visitor using the intercom panel and can grant or deny admittance directly from a telephone land line or cellular phone with the touch of a button.
Telephony intercom systems, often known as "wireless audio intercoms" or "telephone entry systems',
are designed as an inexpensive and more effective approach to conventional wired intercom systems.
Telephone entry systems provide two-way communication and control of a door or gate through a residents telephones without the need of Central Office phone service.
The elimination of wiring infrastructure works grants users improve functionality, and reliability with less system components, infrastructure costs, as well as repair costs..
Wireless intercoms utilize a regular building telephone network ( Public Service Telephone Network, PSTN) to dial to Resident’s home telephone or mobile phones.
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Learn more about various types of intercom systems

What is a full duplex and half duplex intercom system?

In voice communications there are half-duplex and full-duplex methods of transmission and receiving.

Half-duplex communication is like push-to-talk "walkie-talkie" radios or CB "citizen bands" radios.
When you want talk to someone else with a compatible device, you have to press a button to talk, let go, and then wait for a reply.
The person on the other end does the same to respond to you. Neither party can talk at the same time.

Full duplex communication is what a telephone uses. Both parties on the call can speak at the same time.
Wired and wireless intercom systems come in both half and full-duplex varieties.
As a general rule, most wired base station-type intercoms that sit on a desktop use half-duplex.
Intercoms that use telephone-style handsets are usually full duplex.
Wired video intercoms in the market are often full-duplex, but some also can be set for a push-to-talk at the master station. "half duplex"

Schonell Interphone systems are Full Duplex, Wireless intercom systems.

What is the difference between a wired IP and a wireless IP intercom system?

Wired IP Intercoms

A wired intercom is an intercom with wires running between the outdoor speaker panels, master panels, and the indoor units it is connected to.
Usually the cable used is a two-conductor, shielded wire, but could be a computer network type CAT-5 cable depending on the type of intercom system. The shield on the two-conductor wire helps the wire resist picking up electrical interference from other electrical devices that could produce a buzz or hum on the intercom system. CAT-5 systems are usually digital devices so they do not have this problem. The two-conductor systems are used for both commercial and residential properties.
These systems generally comprise of two main components.
The first is known as the "door station" and is fitted outside the entrance to the building
The second component is called the "master station" and this is fitted inside the property. Depending upon the size and general layout of the property it may be more convenient or practical to have more than one master station.
With these systems, when a visitor arrives at the door they press a button on the door station and this triggers a short tone at the master station(s). Someone inside the property then answers this tone and the two parties are able to communicate with one another. The person at the door can communicate without pushing a button and the person at the master station has to push a button.

Using outdated technology, wired intercoms are often very costly and labour intensive to implement, maintain, and repair.

For example:
A residential condominium with 200 units, will need to have 200 door panels, with 4 outdoor stations (4 side gates), and several master panels.
whether it is an upgrading project or a new development, infrastructure works consisting of cabling to each unit has to be done, which is very labour intensive.
In Singapore, infrastructure and cabling works for such a project can add up to hundreds of thousands of dollars.
Additionally, door panels for every single home must be purchased for full functionality.
Users have to be at home to answer calls from visitors using the home door panels.

The limitations of wired intercoms are solved with wireless intercoms.
In the example above, the solution might be as simple as 4 wireless intercom panels can facilitate visitor tenant communication for the entire 200 unit residence.

Wireless IP Intercoms

A wireless intercom is a single standalome intercom entry system, fitted at the entrance to condominiums, apartments, buildings or next to an entrance.
Wireless outdoor intercoms not only have the benefit of not requiring installation of cable, they also allow for mobility of the person or people monitoring the outdoor wireless intercom.
With wireless intercoms, visitors are able to communicate with residents on their mobile phones, anywhere they might be.
Minimal cabling works will be needed as each intercom panel simply requires a power supply and an internet access point.
The use of communication means such as the fixed telephone network or internet access points directly to high speed cloud servers means that physical intercom handsets in apartments can be replaced with the residents’ mobile phones or smartphones.

For decades now security system dealers, gate installers, and other companies have been installing intercom systems that use telephone lines for access control and voice communications.
With the growth of the Internet and wireless phones, people are moving past the need of primitive individual unit panels wired to each unit, and the days for installing wired IP intercom systems are numbered.

The Schonell interphone is a wireless intercom system. Learn more.

Learn more on the differences on Digital IP and Analog intercom systems here.

What is the difference between an Analog and a Digital IP telephony intercom system?

Analogue Systems

Analogue telephony intercom systems are similar to the kind of phones that you have been using for years.
Also commonly known as public switched telephone network (PSTN), analog phone service allows subscribers to communicate with one another.
These users are connected through a copper wire subscriber loop which runs from a central switch office to many homes and businesses.
Each subscriber is assigned a specific phone number, which allows them to contact one another.
The phones in your house are, quite likely, analog phones.
That means they're extremely reliable, familiar and very easy to use. You just plug them in, and they do what they have always done.

Digital IP Systems

Digital IP intercoms are a slightly more complicated, since they're a little more like computers, with servers, and regular maintenance required.
VoIP (or Voice over Internet Protocol) is a general term used to describe various transmission technologies, communication protocols, and methodologies that are used to provide voice communication over an internet connection rather than a POTS (Plain Old Telephone Service) copper line.
There are, however, some reasons why you might want to use IP phones as well as or instead of analog phones.
For example, businesses frequently use VoIP because it offers a secure and quality service. They can manage calls over their own private networks. Advanced technology has provided new forms of VoIP. It offers more than communication – users can also host web and video conferences with VoIP.

Analog advantages include:

Simple to use
Low and easy maintenance
Minimal setup required

Analog disadvantages include:

Limited scalability without the need for a private branch exchange (PBX)
Bandwidth is not fully used
Long-distance charges are higher than digital call charges

Digital advantages include:

Lower monthly cost
Increased effectiveness of call transmission and routing
Largely scalable
Data and video transmission capability

Digital disadvantages include:

E911 services still make it difficult for emergency responders to find the physical location of a caller
Inherent security threats associated with the Internet
Power outages and Internet connections will bring down communication

What is the difference between a VoIP intercom, Schonell's Interphone, and Interphone Hybrid?

VoIP Systems

VoIP intercoms use Voice over internet protocol to communicate, while Schonell Interphone V1100 simply uses a simple telephone line.
VoIP converts audio signals from your speech into digital data that travels via broadband Internet (fiber optic, DSL or cable) to its destination. Instead of plugging into a traditional phone jack,
the phone line is plugged into a VoIP adapter, and the adapter is plugged into a modem or your computer.
VoIP requires a physical server in the premises, Internet line recurring subscription fees, and a software engineer maintenance.

Schonell Interphone: Hybrid Smart system

Our Hybrid Interphone uses VoIP as well as telephony technology, making it the most reliable solution in the market today.
Landlines phone connections are significantly reliable than VoIP, which runs on broadband internet connection.
A phone line is not powered the same way electricity is, so even when the power goes out or is interrupted, you’ll still have phone access.
The conventional telephony system still exists in the panel, but it serves as a backup just in case of failure or as a means of communication to non-smartphone users.
Instead of having physical servers, Schonell has its own private cloud servers for its VoIP solution (real time video playback and recording),
This means that the end user will experience minimal maintenance, maximum reliability.

What is the "Schonell interphone"? How does it differ from other intercoms? See our comparison chart.

Our Hybrid Interphone is the Ultimate intercom, with best of both worlds: Reliability and functionality.
It features an Full-HD camera module with night vision, providing a clear view from your front door, day and night.

The conventional telephony system still exists in the panel, but it serves as a backup in case of failure or as a means of communication to non-smartphone users.
Cloud Server Video Recording provides you with additional security, and ensures you’ll never miss any activity on your front gate with real time push notifications on your Apple or Android phone.

In conventional Intercom systems, when the call fails, the intercom will simply redial the number or shut off, using the same IP or analog telephone connection.
Our smart system is able to detect a failure and divert to the next available number, thereby increase your odds off being contacted.
Additionally, IP Intercom systems (with video) in the market are generally unstable and insecure, due to poorly managed servers and outdated hardware.
The Schonell Interphone runs on lightning quick cloud SSD servers to ensure that our customers will get the best possible connectivity at all times.

Learn more about the Schonell Interphone.

Kindly refer to the chart below for a comparison amongst video and audio intercom systems:

Features	Interphone v1100	Interphone Hybrid v2100	Telephone entry systems	Wired Intercom systems
Standard audio calls to any phone	Yes	Yes	Maybe	No
Video calls to smartphone on App	No	Yes	No	No
Open multiple doors wirelessly from smartphones	Yes	Yes	Maybe	No
Auto Call forwarding/ Divert	Yes	Yes	Yes	No
Telephone line sharing/ PABX	Yes	Yes	Maybe	No
Secured Cloud server to stream video calls and feed	No	Yes	No	No
Number of users	2000	2000	varies from 10-2000	varies
Control intercoms from administrative platform	Yes	Yes	No	No
Wireless transfer and programming of numbers and units	Yes	Yes	No	No
Manual programming via keypad	Yes	Yes	Yes	Yes
Smartphone ready	Yes	Yes	No	No
Dual Lightning surge protection	Yes	Yes	No	No
Maintenance and repair costs	Low	Low	Low	High

Can the Schonell Interphone be used on more than one apartment unit?

Absolutely.

Being a multi tenant intercom system solution, it is advised to install the Schonell intephone in buildings with many tenants and visitors.
Our intercom systems provide an effective solution to facilitate visitor access and communication.
Though it is possible to install our system in a single apartment unit, it would often be a very costly and underutilised solution.

Our intercom systems are commonly installed in condo apartment and office buildings with many units and users.
It comes standard with memory capacity of up to 2000 unit users, with 4 numbers automatic call forwarding.
Being a wireless intercom system, wiring to each unit is not required.
Additionally, being a full-scale security system, a single Intercom panel would be able to facilitate visitor access for an entire building.

Once sucessfully implemented, our interphone panel would be able to dial to a maximum of 2000 users on their mobile devices or landlines.

Will the intercom caller or visitor to my unit be able to see my home or mobile phone number?

No.

At Schonell, we make extra effort to ensure our users' communication are both secure and private.
With unit caller masking technology, phone numbers are security masked, which extends from visitors to security guards and management personnel.
On the guard interphone, security personnel would be able to identify each caller from his unit number, which will be automatically shown on the display
The caller will not know your home or mobile phone number, as the number the visitor will press on the system keypad will simply be the unit number (For example, 0308 for unit #03-08..)
Programming of your phone numbers onto the intercom will be managed by your building management , and updated periodically, if necessary

How does the Schonell Interphone work? How does the smart intercom connect to my Apple or Android smartphone?

How it works for users and visitors:

Whether it is the Interphone classic or Interphone hybrid smart Intercom system, it is extremely simple to use, and it is even child, handicapped, and elderly friendly.

TENANTS / EMPLOYEES
If you have a Schonell Interphone panel installed in your residential or office building you will need to do the following:

1. Approaching building management to get your mobile phone, app ID, or landline phone number programmed.
2. When a visitor contacts you, your mobile or landline phone will ring.
3. You pick up the phone just like a regular call, no matter where you are.
4. You are able to grant the visitor wireless access by pressing a button on your keypad.

VISITORS
For visitors, it would be even simpler to use than tenants.
Depending on interphone model, instructions are either provided on screen or on a stainless steel instructional plate with clear and simple instructions for visitors.

1. Just like a doorbell, press "BELL" if you would like to speak to security.
2. To speak to a particular unit, simply press their 4 digit unit number, and speak to them.
3. The employee or tenant will be able to see you*, speak to you, and even grant you access to their premise from their phone.

Connection to smartphones (Interphone 2 & Interphone Hybrid)

High Definition HD video is capture from the Interphone Hybrid, recorded and securely streamed through our proprietary cloud servers.
Live call footage can be instantly reviewed using the Schonell App. (The Apple or Android Smart Device requires an active 4G or Wifi connection to receive video calls)

Video calls are made through advanced VoIP technology. (Voice over Internet Protocol)
The breakthrough of VoIP in recent years has changed the way we think about communication and keeping in touch with loved ones over great distances.
Whereas as little as five years ago, most people still had to rely on obscenely expensive mobile and PSTN (Public Switched Telephone) networks to carry their voice over short and long distances. Today, everyone seems to be using in one way or another VoIP.

VoIP owes its versatility to another fantastic technology, the Internet. Instead of sending signals via a PSTN network, be it analog or digital, a VoIP application usually uses SIP (a variation of the standard TCP/IP protocols) to create data packets, and sends them on the same network you use for email and web surfing.
By using data packets, the technology can be used to carry more than the standard mono voice your old telephone does;

VoIP can carry text, images, live video and high quality stereo sound as well as ‘screen sharing’, depending on the speed and reliability of your internet connection.
With the continually expanding broadband users market, more people are able to use VoIP without investing in a separate physical connection or contracts.
All devices must be capable to send and receive data packets via an IPv4 network. Your voice is captured and transcoded from the analog format that the microphone captures, into a digital format, then passed on to a compressor that minimizes the size of the audio stream enabling transfer on slow connections.
The audio stream is then divided into small pieces, each small enough to fit in a packet, which is stamped with the destination address and sent through the network.

VoIP technology provides an incredibly cheap and comprehensive way to communicate, mitigating roaming charges that traditional service providers require for long distance calls. Many consumer VoIP service providers offer free calls within their user base of Internet connected clients (computer-computer, skype-phones and other terminals).
They also offer to interconnect with traditional networks for low fees.

Will I be able to pick up a call when someone rings the Interphone while I am overseas?

Absolutely.

With the Schonell Interphone, as long as your mobile is connected on a GSM or 4G network, you will be contacted, anywhere in the world.
When a user of the first number does not pick up the intercom call, it will get forwarded to the next user.
For standard calls, numbers can be diverted up to 4 times
With the Schonell Telephone Interface systems, you can control your Door Entry System from any land line or mobile phone, whether you are at home, business or office. No matter where you are, calls can be forwarded to the outside through the telephone line, allowing you to attend visits and open the door wirelessly from a remote location.

**For the Interphone Hybrid V2100, whenever 4G or wifi on your phone is unavailable, visitor calls will be automatically diverted to a telephone call on a traditional landline.
To prevent excessive phone charges incurred overseas, users can prevent the intercom from calling them, by simply logging out of their mobile app, or blocking the intercom's number on their mobile handset.

Can the Schonell Interphone be placed outdoors? Is it water resistant?

Outdoor intercom panels are placed outside entrances to buildings, security gates, or anywhere anyone may need to communicate with a person inside a building or at a remote location.
They save people from having to make trips to your entrance door to let people in, and they alert you when customers or visitors are at a locked security gate.

Made from industrial grade stainless steel, the Schonell interphone is durable and vandal resistant.
Our Interphones are commonly installed outdoors, are made to endure all types of weather conditions.
However, an additional outdoor shelter might be required for Interphone V1100 and V2100's optimal outdoor use.

Having systems that support Ingress protection (IP) IP55 to IP 67- Dust proof, immersible in water, we can practically build an intercom system for any purpose or application.

What is the purpose of the Guard Interphone X1000?

The Schonell Guard Interphone unit is designed to be placed in security guard posts, condo management offices and concierge lobbies,
to allow staff or security personnel to communicate with the residents via a pre-programmed unit/room number.

Your entire building's phone book is stored securely on the Guard Interphone x1000 system.
This allows building security and management to conveniently communicate and reach any user, tenant, or employee with ease.
With caller ID protection, each tenant’s mobile number will be securely masked when unit numbers are dialed.
Each unit comes with an ergonomic handset, speaker function, standard 1000 memory capacity, standard 2 numbers per unit, with an automatic call forwarding feature, and unit number call ID.

Interphone Setup & Configuration

The information below will help you understand the basic setup requirements,
such as configuration, costs and compatibility of various interphone systems and situations.

If the first user of a unit does not pick up a call from Interphone, can the visitor's call be forwarded to another user?

Absolutely.

After the first call is not answered (default of 20 seconds), the call will be automatically diverted to the second user.
Our interphones come with 4 numbers call forwarding, ensuring that your visitor will be reached, no matter where you are.
If the call is rejected, our smart intercom system will automatically call the next assigned number.
Automatic call forwarding stops when an assigned user picks up the phone and answers the call.

What happens to my 2nd, 3rd, 4th, or 5th number divert?

Your diverted number will receive the call from the intercom, communicate with the visitor, and grant access.
With Schonell Interphone, communication and access control couldn't be any easier.

Programming of call forwarding ring duration can be manually programmed by building management.
We recommend setting the ring duration under 20 seconds to prevent the call from entering the voicemail service.

What happens to IP and analog systems in the event of power outage?

IP phone systems will not work without power, but traditional analog phone systems can.

Our interphone classic v1100 is an analog system connected to jack RJ11, it will continue to function via the optional backup battery in the event of power outage or blackout.

No other intercom extensions will function, whether they are analog or IP systems.
Even if you choose IP systems, you may want to keep a spare analog phone handy.
Once the power comes back, the system will resume normal function.

How do I configure my Schonell Interphone wireless intercom system?

Schonell Interphone is the perfect entry system for small, medium, and large sites with an existing access control system, or applications that require telephone entry access only. The system provides visitor access control to apartment buildings, gated communities, condominiums, office buildings, and industrial sites.
A tenant communicates directly with a visitor using his home or mobile phone, and can grant or deny admittance directly from a telephone land line or cellular phone with the touch of a button.

Programming: The Schonell Interphone is a simple and easy to install intercom solution, with minimal modifications to existing building infrastruture.
Programming of numbers are easy, and can be done through any PC from our provided software's, with the click of a single button.
Alternatively, programming can be doing manually on the device itself- just like adding a phone number to your mobile phone's phonebook!
Building's management will normally be in-charge and oversee the programming of unit and phone numbers.

Tenants simply have to provide their building management with their phone numbers for programming into each Interphone.
After a quick set-up, the intercom will be ready for use.

Visitors just simply need key in the unit number, followed by the bell button to call the respective tenants. (For example, to call #01-05 simply press 0105+ bell )

For more details, kindly contact us.

Schonell Interphone instruction manuals- Where can I find setup instructions and programming?

For Users, Visitors and Tenants: Operating the Schonell Interphone is not required for tenants/users/employees/visitors. Visitors simply need to follow the instructions given at the panel.
Receiving a video call on the app is simple- just simple swipe to pick up the call.
Receiving audio calls are simply the same as any regular phone call.

For building management: (New or Existing Customers) Training and instruction manuals have been provided upon equipment handover.
For existing customers, if you do need a copy of the manuals, kindly contact us.
Under no circumstances should tenants/users/employees/visitors know how to program the Interphone.
If your Interphone programming credentials are compromised, kindly reset them.
We do not keep any private or sensitive user account information on our servers.
If account information has been compromised, kindly contact us for further assistance.

If my existing wired or wireless intercom requires replacement, is it upgradeable to the new Video Hybrid Interphone?

Yes, the Hybrid interphone V2100 is smart intercom system, and this means that it is simply just an additional upgradeable module away from your interphone V1100.
There is no need to replace your entire Schonell system.

For existing intercoms from other manufacturers, upgrading to the our contemporary Schonell Interphone systems is easy and absolutely recommended.

The Schonell intercom is our smart intercom solution, which completely eliminates all wiring to each apartment or unit.
In large residential estates of office buildings, Schonell intercom systems would be able to enhance communication and security for all users and visitors, as well as save costs.
instead of using physical Ip servers or wiring of each intercom panel to the master panel, our system simply requires a power supply and connection point to get started.
It is also the most versatile intercom solution in the world, being able to reach you on your mobile or phone, even if you might be away from home.

For existing wired intercom systems with video tablet at your door, learn about what happens to it here.

How many phone lines or IP data lines do wireless telephony intercoms need to be paired with?

Depending on your specific property requirements, a single phone port could pair up to 5 interphone panels, reducing your telephone subscription costs. (Using our PABX extension module)

For example, an apartment estate has 2000 units, and 4 blocks. (each block has 2 basement lobbies and 2 ground floor lobbies)

Our solution is simple:
4 intercoms per block (total 16 intercoms required)
each block will need a single connection access point or phone port. (total 4 lines to be subscribed)
each intercom panel will have its independent power source.
each intercom panel will be able to recognise all users, and each user can have up to 4 numbers call forwarding
*wiring to each unit is not required

Learn more on the phone lines for your telephony intercom.

Learn more about the Schonell Interphone, our smart intercom solution.

Will I need an standard telephone line for the Schonell Interphone? how much are the monthly costs?

Yes.

For the interphone v1100, the building management will be required to subscribe a standard telephone line with the Telcom provider prior to installation.
The monthly cost is the regular telephone subscription and any additional outgoing phone call charges, if any.

For Singapore telecom charges, kindly refer to the links below:
Singtel Home: https://www.singtel.com/personal/products-services/more/telephony-services/home-line
Singtel Business: https://www.singtel.com/business/products-services/voice-collaboration/voice/singtel-business-fixed-line
M1: https://www.m1.com.sg/home-broadband/fixed-voice
Starhub: http://www.starhub.com/personal/voice/digital-voice-home.html

What happens to my indoor intercom tablet from my old wired system if I upgrade to the wireless intercom system?

Traditional video intercoms have tablets which are each individually wired to the doors of each unit.

Picture this:
For a conventional wired video intercom system, a 1000 resident apartment building, would require over 1000 independent cabling works to the master slave panel at the building's lobby.
Over time, cables might age and get compromised, or equipment might become faulty,
Chances are that repairs might not be possible, and a complete overhaul of the entire system might be required.
This could run into hundreds of thousands of dollars labour costs for a simple apartment building.

Our Solution:
The Schonell intercom is our smart intercom solution, which completely eliminates all wiring to each apartment or unit.
A single panel placed in each lobby facilitates access and communication between users and visitors.
Our intercom systems wirelessly calls you on your mobile or home phone.
Requiring only a single power supply and connection point, it is also the most versatile solution, being able to reach you even if you might be away from home.

What happens to my indoor tablet from my old wired system if I upgrade to the wireless intercom system?

The old tablet wired intercom system would obsolete and they would no longer be used.
All incoming intercom signals will be diverted to the normal telephone or your mobile phone, wirelessly, wherever you maybe.

Is the Schonell Interphone compatible with my existing elevator control, cctv, or access card systems?

Yes.
Our interphone systems have been independently developed, manufactured and installed by us, and with our own independent power supply, you need not worry that it would not affect the functionality of any existing systems.
Our system can integrate and work seamlessly with all of the following:

Biometric attendance systems
Access card systems
Electromagnetic EM Lock systems
Commercial and Private Elevator/Lift systems
CCTV systems (ONVIF)

Our interphone elevator Lift control systems allow people to grant access to certain floors within a scheduled time frame, while other floors will be locked electronically.
This protects and safeguard's the building tenants from unwanted visitors and potential threats.
Our system is capable of controlling one or more elevator controllers. This provides a range of system authority for users.
The Schonell Interphone's lift relay system can be extended to the desired number of of building floors, which are manufactured to specification.
By using the Schonell interphone elevator access control system, authorized users can be separated from unauthorized ones, maintaining high levels of security and convenience.

Learn more about the Schonell Interphone

Troubleshooting / Resolve Issues

Before contacting us, please take the time to read the information below.
This FAQ can help you find answers and resolve common issues quickly.

Interphone Classic v1100: Common Issues and how to solve them

Issue 1: Unable to dial out to my unit , interphone display indicates "ERROR"when my unit number is pressed.

Solution: This is likely because the unit you are dialing to has not number programmed to it.
Kindly approach your building's management to get your number programmed.
If the issue persists, do not attempt any repair works yourself.
Kindly seek assistance from your authorized distributor.

Issue 2: When my unit number is dialed, my phone does not ring. There is no dial tone, and the call fails.

Solution: This is likely a connectivity issue with the telephone line.
Check wired connections, it could be loose over time.
If the issue persists, do not attempt any repair works yourself.
Kindly seek assistance from your authorized distributor.

Issue 3: The call cuts off just a few seconds or immediately after it is picked up.

Solution: This is likely a settings configuration issue.
Call duration maybe adjusted by your buildings administrator.
It is likely that call talktime is wrongly set to a low value, causing the call to get cut off early.
Kindly check that audio talktime is programmed to at least 30 seconds. (Seek assistance from building management)

Issue 4: I am unable to call my interphone's telephone number to open the gate anymore. It was working fine earlier before.

Solution: First check if caller ID is available on the interphone's telephone line.
Interphone identify's and verifies the caller ID as a legitimate user before access can be granted. (Caller ID required)
If caller ID is available, then this could be a possible configuration or hardware issue.
Do not attempt any repair works yourself.
Kindly seek assistance from your authorized distributor.

Issue 5: The interphone system's screen is blank, the system seems to be frozen, and it is not responding to my gestures.

Solution: Try restarting the power supply, and see if it works.
For IP systems, the screen may appear to hang and unable to call out if internet is unavailable.
If not, it could be a connectivity issue or telephone line issue.
Do not attempt any repair works yourself.
Kindly seek assistance from your authorized distributor.

Issue 6: Doors do not open when I press 1# on my phone's keypad. It used to be working the day before.

Solution: Try restarting the power supply, and checking the telephone or internet line to see if it works.
Check for wiring connectivity issues with the dry contact relay to the electromagnetic lock, as it could possibly have come loose over time.
If the issue persists, do not attempt any repair works yourself.
Kindly seek assistance from your authorized distributor.

Issue 7: I have my number programmed correctly but I am unable to receive telephone calls. It seems to be working fine for other users.

Solution: Kindly check your phone whether you have the interphone's number blocked.
The call will not get through if the number is blocked on your phone.
This is a common occurrence with new users to our interphone system.
If there is a system issue, the calls will not be working for all users.

Issue 8: My visitors have complained that they cant hear me on the intercom system. I cant hear my visitors well when the interphone calls me.

Solution: This could be a possible configuration or hardware issue with the speakers or microphone.
Do not attempt the repair yourself.
Kindly seek assistance from your authorized distributor.

Interphone Hybrid v2100: Common Issues and how to solve them

Issue 1: I am unable to receive a call when the interphone is dialed ( both audio and video calls are not working)

Solution: This is likely a connectivity issue with the power supply.
Check wired connections, it could be loose over time.
Try doing a reboot and ensuring that there is available internet connectivity.
On rare occasions, it could be a hardware fault.
If the issue persists, do not attempt any repair works yourself.
Kindly seek assistance from your authorized distributor.

Issue 2: I am unable to receive a call when the interphone is dialed ( audio calls work, video calls not working)

Solution:
Check if other users are facing the same issue. If other users do not have problems video calls, it could likely be an app issue with your phone's app.
However, if all users are affected, this is likely a issue with the systems internet connection.
Even if video calls are not working, audio calls will still work as they run on a separate system.
Check the broadband router to ensure that the interphone is correctly configured with an available internet connection.
Check wired connections, it could be loose over time.
If the issue persists, do not attempt any repair works yourself.
Kindly seek assistance from your authorized distributor.

Issue 3: I am able to receive a call, but my app is not working right (app hangs, crashes, video not loading)

This is likely an app issue with the specific user. Kindly check our App Faqs page or contact us to report the problem.

Issue 4: I am having trouble opening the door on my phone. ( video or audio calls)

The procedure for opening the of doors are slightly different from a video app call to audio call.
For video calls, users may press the green button located on screen to grant access.
For audio calls, users may press 1# on they phone's keypad to grant access.

Solution: If the door is not working right for both video and audio calls, try restarting the power supply, and see if it works.
Check for wiring connectivity issues with the dry contact relay to the electromagnetic lock, as it could possibly have come loose over time.
If the issue persists, do not attempt any repair works yourself.
Kindly seek assistance from your authorized distributor.

Issue 5: Unable to dial out to my unit , interphone display indicates "ERROR"when my unit number is pressed.

Guard Interphone X1000: Common Issues and how to solve them

Issue 1: Unable to dial out to my unit , interphone display indicates "ERROR"when a unit number is pressed.

Solution: This is likely because the unit you are dialing to has not number programmed to it.
Kindly approach your building's management to get your number programmed.
If the issue persists, do not attempt any repair works yourself.
Kindly seek assistance from your authorized distributor.

Issue 2: There is no sound coming out from the handset, but loudspeaker mode is working fine.

Solution: This is likely due to a faulty phone handset.
Kindly contact us to get the handset replaced and shipped to you.
Simply plug the new handset in the audio jack of the interphone in order to get it working again.

Issue 3: When a unit number is dialed, my phone does not ring. There is no dial tone, and the call fails.

Solution: This is likely a connectivity issue with the telephone line.
Check wired connections, it could be loose over time.
On rare occasions, the telephone jack itself could become faulty.
If the issue persists, do not attempt any repair works yourself.
Kindly seek assistance from your authorized distributor.

Interphone 2: Common Issues and how to solve them

Issue 1: Video calls work, but not audio calls to my landline phone.

Solution: When audio voice calls stop working, it is very likely that the system is out of call credits.
If you are a user / tenant / employee, you should seek assistance from building management.
If you are the building management or owner, kindly check the call credits on your account

Issue 2: Both my video calls and audio calls are not working

Solution: There could be several causes of this occurrence.
If it is not working for all users, the issue is most likely internet connectivity.
If there is a firewall on the network, it is likely to interfere with the interphone system, and prevent it from connecting to the internet.
The device status should show as "ONLINE" its admin web panel.

Is it not working for all users, or just a particular user?
if it is only malfunctioning for a particular user, the issue could possibly lie with the user's mobile device.

Issue 3: Video calls do not work, but audio calls are working

Solution: The device status should show as "ONLINE" its admin web panel.
If Interphone 2 shows ONLINE, and audio calls work but not video calls, it is likely a user app or user device issue.
Test it on another device using a different mobile network.
If your problem persists, do not attempt any repair works yourself.
Kindly contact us or seek assistance from your authorized distributor.

Issue 4: How do I open the door in a video or audio call?

Solution: To grant access during an audio voice call, press 1 to open door 1, 2 to open door 2, and 3 to open all doors on your phone's numeric keypad.
To grant access in the Schonell app, simply tap on the green unlock button while in a video call.

Issue 5: why does the Interphone 2 call my phone using from a foreign number?

Each Interphone 2 comes with a dedicated DID number, which may be used to identify the Interphone panel.
The dedicated telephone number is unique to each interphone panel, and it is automatically configured, provided and given by us.
We recommend saving the interphone's number on your phonebook for easy reference in the future.
This allows users to identify the interphone panel that they are receiving the call from.

Call Charges: Users must ensure that they have free incoming calls on their phone plan (almost all plans to these days), in order to pay zero fees while receiving calls from our overseas call centre.

Issue 6: How do I program my number into the Interphone 2 system?

Users: Users are not required to program their numbers in the interphone panel.
Instead, they are to submit their app account ID and telephone number to their respective building managers.

Building Management / Owners: Programming can be easily done in seconds on our cloud management panel.
Data would be updated immediately. No hardware, software, or PC are required.

Issue 7: In video or voice calls, the visitor cannot be heard. is there a problem with the microphone or speaker system?

Solution: This if often the case when the user does not enable speakers of microphone on their smartphone for the Schonell app.
As for audio calls, try increasing volume or using the speaker phone instead to see if it helps.

If the problem affects not just a particular user but all users, it could be an interphone hardware or software issue.
If the issue persists, do not attempt any repair works yourself.
Kindly contact us or seek assistance from your authorized distributor.

Issue 8: Interphone 2 is unable to boot, stuck at the "Schonell" loading page

Solution: The most likely cause of a screen hang is internet connectivity.
Firstly, check the Interphone's status on the Schonell management panel.
It is likely that the interphone system's status is offline.
Having a Schonell load screen simply means that the interphone is unable to detect an available internet connection.
Kindly check your internet connections and try again.
If the connected Internet network has a firewall, there is a possibility that Schonell Interphone 2 may not be able to connect to the internet and function properly.
After internet connectivity is verified, a system power cycle restart maybe required.

Video Calls and App Troubleshooting

Interphone App

Access Control App

Getting help on the SchonellⓇ Interphone

​About Interphone

​Interphone Setup & Configuration

​Troubleshooting / Resolve Issues​​

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About Interphone

Interphone Setup & Configuration

Troubleshooting / Resolve Issues

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