# If a connection drops

Phone lines drop: a router restarts, the office loses internet, someone unplugs the PBX. Every connection to Voice Logica reconnects on its own when the cause goes away, and you get an email if it stays down.

## Your PBX registers to Voice Logica

This is the usual setup from [Connect your PBX](https://docs.voicelogica.ai/telephony/connect-your-pbx/).

- **It reconnects by itself.** The PBX keeps retrying. As soon as it registers again, calls reach the agent. Nothing to change in Voice Logica.
- **We email you after 10 minutes.** If the PBX has not registered for more than 10 minutes, we send a **Phone System Offline** email. It repeats every 4 hours while the PBX stays offline.

## Edge device

The [edge device](https://docs.voicelogica.ai/telephony/edge-device/) is built to come back without anyone touching it.

- **Power or internet loss:** it starts on its own when power returns and reconnects as soon as the internet is back. While it waits, it retries at least every 5 minutes.
- **Stuck connection:** if it is online but stops passing calls for 5 minutes, it restarts itself.
- **Updates:** it updates itself, and waits until no call is in progress.
- **Alerts:** when the device is offline, the line behind it stops registering, and after 10 minutes you get the same email as above.

## Your carrier line

For a [line from your own carrier](https://docs.voicelogica.ai/telephony/your-own-carrier/) that Voice Logica registers:

- **The carrier does not answer:** we retry after 1, 5 and 15 minutes, then every 30 minutes.
- **The carrier refuses the login:** we pause and retry, starting at 5 minutes and spacing the retries out to a few hours, so the carrier does not block the account. You get a **Registration paused** email.
- **We email you after 10 minutes** if the line is still not registered, and every 4 hours while it stays down.
- Saving the trunk in **Telephony - Trunks** retries straight away.

## What callers notice

- **Calls the PBX would send to the agent** cannot reach it while the connection is down. Give that route a fallback on the PBX (a ring group, an extension or voicemail), so callers still reach someone.
- **Transfers through a line that is down** do not connect. The caller stays with the agent, which says your transfer-failed message or offers to take a message.
- **Calls already in progress on other lines** are not affected.

## On our side

- Two application servers and several media servers share the calls.
- We update them one at a time. Each one stops taking new calls and waits for live calls to finish first, so phone calls continue through our updates.

## Who gets the emails

Alerts go to the addresses in the **Low balance alert** card (**Subscription & Billing → Subscription management**), or to the company email when that list is empty. The same list receives the low balance alerts; there is no separate list for outage alerts only. See [Low balance alert](https://docs.voicelogica.ai/getting-started/how-charges-work/#low-balance-alert).

No alert is sent outside your business hours, since many PBXs are switched off at night. If many customers drop at the same moment, the cause is usually on our side: we are alerted and you are not emailed.

## Questions

**Do I get an email when my PBX or trunk connection is back?**
No. The offline alerts stop once the connection is back. If it drops again later, a new alert goes out after 10 minutes, without waiting for the 4-hour repeat.

**How do I check right now whether my PBX or trunk is connected?**
Open the line in **Telephony - Trunks**: its **SIP logs** show every registration and our reply. You can also ask Claude or ChatGPT: *"Is our PBX connected?"*