Common Phone Issues and Fixes

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There are several common phone issues people will experience with their phone. This page will give you tips and resolutions for these issue.


Contents

My Phone Says Ethernet Disconnected

Technical Description: IP Phones use the same Ethernet cable as your computer. The Ethernet cable consists of 4 copper pair wires. Your computer only uses 2 pair to communicate with the network. However, the phone needs all 4 pairs to function correctly. When your phone says Ethernet Disconnected, there is an issue with your network line or Ethernet cable and one or multiple copper pair wires.


FIX: When this happens please contact the Technical Help Desk and they will troubleshoot the issue by following these steps.


These Tasks are performed by a technician after a Technical Help Desk Ticket has been submitted

  1. Use the network testing equipment to find a fault in the network line
  2. Replace the Ethernet cable between the wall and the phone
  3. Check the network module in the wall to ensure all pairs are still seated correctly
  4. Check the patch panel to ensure all pairs are still seated correctly
  5. Change ports on the switch to ensure that it's not a network port issue


My Phone doesn't ring but I can see the call on the screen

Technical Description: The volume button on your phone has 2 functions. When the phone is on hook, it controls the volume settings for your phone ringtone. When the phone is off hook, it controls the volume of the handset or speaker phone. Please follow the instructions below and if doesn't Resolve the issue, please contact the Technical Help Desk.


FIX: Follow the steps below


ON HOOK

  1. Press the + or - on the volume button located in the lower right hand corner on the phone
  2. If this doesn't resolve your issue, please contact the Technical Help Desk


OFF HOOK

  1. Press the + or - on the volume button located in the lower right hand corner on the phone
  2. If this doesn't resolve your issue, please contact the Technical Help Desk


Your Phone may need rebooted

  1. Press the Settings button located below the Directories button
  2. Press the following sequence on your phone number pad **#**
  3. The phone will take about 5 seconds to start the reboot process
  4. After the phone has rebooted check your phone for a dial tone
  5. If no dial tone, Please contact the Technical Help Desk and enter a Support Ticket


I Can't Hear any Noise out of my Handset, only the Speaker Phone

Technical Description: This issue can be cause by the phone cord being plugged into the headset port on the back of the phone, the phone cord not being completed seated in the handset or the back of the phone, the phone needing to be rebooted, the on and off hook being broken on the phone (Common with Model's 7940, 7941, 7960, 7961, 7962), the handset could be faulty. Please follow the instructions below and if doesn't Resolve the issue, please contact the Technical Help Desk.


FIX:


Phone cord plugged into the wrong port on the back of the phone

  1. Look at the back of your phone
  2. Locate the phone cord plug in ports
  3. Make sure the phone cord is plugged into the port next to the phone symbol and not the headset symbol
  4. Unplug the cable and plug it back in
  5. Check to see if you now have a dial tone
  6. If no dial tone, Please move to the next step


Phone cord not being completed seated in the handset or the back of the phone

  1. Pick up the handset
  2. Unplug the phone cord from the handset
  3. Plug the phone cord back in - YOU WILL HEAR IT CLICK INTO PLACE WHEN SEATED CORRECTLY
  4. Hang up the phone
  5. Pick the phone back up and check for a dial tone
  6. If no dial tone, Please move to the next step


Phone needs to be rebooted

  1. Press the Settings button located below the Directories button
  2. Press the following sequence on your phone number pad **#**
  3. The phone will take about 5 seconds to start the reboot process
  4. After the phone has rebooted check your phone for a dial tone
  5. If no dial tone, Please move to the next step


On and Off hook being broken on the phone (Common with Model's 7940, 7941, 7960, 7961, 7962)

  1. Contact the Technical Help Desk for your phone to be repaired
  2. A Technician will take apart your phone and repair a wire spring in the phone


Handset could be faulty

  1. Contact the Technical Help Desk for your phone to be repaired


My Name is Incorrect on the Phone

Technical Description: This was a typo caused by the Unified Communication Administrator.


Fix: Contact the Technical Help Desk or enter your own Ticket to have the name changed to the correct Spelling


I Forgot my Voicemail Pin

Technical Description: This happens all the time! (There are better ways to check voicemail than on your phone, please contact the Unified Communication Administrator for other alternatives)


Fix: Contact the Technical Help Desk and they will reset your voicemail pin.


My Phone Number is Incorrect

Technical Description: This was a typo caused by the Unified Communication Administrator.


Fix: Contact the Technical Help Desk or enter your own Ticket to have your number changed to the correct phone number.


My Phone Screen is black after business hours and on the weekends

Technical Description: To save the college on power, the phones turn off the screen after hours and during the weekend. Your phone is still fully functional and can recieve phone calls while the screen is asleep.


Fix:


  1. Locate the Directories button
  2. Above the Directories button there is a small grey button with a double square picture above it.
  3. Press the button and it will turn on your screen
  4. The screen will turn it's self off again after a short time


My Phone Keeps saying Configuring IP

Technical Description: The most common reason for this is due to a configuration issue on the switch or with the Unified Communications Server.


Fix:


  1. Verify that your computer has internet connection
  2. Press the Settings button on your phone
  3. Select Network Configuration
  4. Locate MAC Address and write it down
  5. Contact the Technical Help Desk and provide them with the following information:
  • Mac Address of your phone
  • If your PC has internet connection
  • Are you the only person experiencing this issue

The Unified Communications Administrator will use the MAC Address to remotely check your switch configuration and possibly solve the issue without having to send a Technician to resolve the issue.


My Phone is Forwarding to Someone elses phone

Technical Description: The Call Forward button can sometimes be accidentally pressed and cause your phone to forward to an extension you were trying to dial or someone can accidentally forward their phone to your number.


FIX:


Your phone forwarding to someone elses phone

  1. Your phone will display Forwarded to XXXX above your Softkeys (Same Place you will Missed calls displayed) on your screen if your phone is being forwarded
  2. Locate the CFwdALL Softkey on your screen
  3. Press the button to turn it off
  4. The phone will beep and it will no longer display Forwarded to XXXX


Someone is forwarding their calls to you

  1. Contact the Technical Help Desk and enter a support Ticket. The Unified Communications Administrator can manually remove the Call Forward.


I Moved Offices and My Phone Won't Turn on

Technical Description: IP Phones require Power over Ethernet (Power over the Ethernet cable that runs from the wall to your PC). This requires your network line to be plugged in to a special Network Switch that has Power over Ethernet capabilities.


FIX: Contact the Technical Help Desk and enter a Support Ticket.


When someone calls me it goes straight to Voicemail

Technical Description: Sometimes the phones glitch and need to be rebooted.


FIX:


Phone needs to be rebooted

  1. Press the Settings button located below the Directories button
  2. Press the following sequence on your phone number pad **#**
  3. The phone will take about 5 seconds to start the reboot process
  4. After the phone has rebooted check your phone for a dial tone
  5. If no dial tone, Please contact the Technical Help Desk and enter a Support Ticket


No Dial Tone, but my phone lights up

Technical Description: Your phone went on vacation.


FIX:


Phone needs to be rebooted

  1. Press the Settings button located below the Directories button
  2. Press the following sequence on your phone number pad **#**
  3. The phone will take about 5 seconds to start the reboot process
  4. After the phone has rebooted check your phone for a dial tone
  5. If no dial tone, Please contact the Technical Help Desk and enter a Support Ticket
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