Cisco Systems CP7970GRF Troubleshooting Your Phone, General Troubleshooting, Symptom Explanation

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Troubleshooting Your Phone

This section provides troubleshooting information for your Cisco Unified IP Phone.

General Troubleshooting

This section provides information to help you troubleshoot general problems with your phone. For more information, see your system administrator.

Symptom	Explanation
You cannot hear a dial	One or more of the following factors might apply:
tone or complete a call	• You must log into the Extension Mobility service.
	• You must log into the Extension Mobility service.
	• You must enter a client matter code (CMC) or forced authorization
	code (FAC) after dialing a number. (SCCP phones only)
	• Your phone has time-of-dayrestrictions that prevent you from using
	some features during certain hours of the day.

The Settings button is	Your system administrator might have disabled		on your phone.
unresponsive

The phone screen	The touchscreen has gone into sleep mode to save power after a period of
appears blank	inactivity. Wake the touchscreen by pressing it, by lifting the handset, or
	by pressing any button, such as	. See Cleaning and Maintaining
	the Touchscreen, page 13.

The phone screen does	You might have disabled touchscreen illumination on your phone. Contact
not illuminate under	your system administrator to determine if this feature is available to you.
any circumstances

The softkey that you	One or more of the following factors might apply:
want to use does not	• You must press more to reveal additional softkeys.
appear	• You must press more to reveal additional softkeys.
appear

•You must change the line state (for example, go off-hook or have a connected call).

•Your phone is not configured to support the feature associated with that softkey.

Barge fails and results	You cannot barge an encrypted call if the phone you are using is not
in a fast busy tone	configured for encryption. When your barge attempt fails for this reason,
	your phone plays a fast busy tone.

76	OL-15895-01

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Contents Americas Headquarters Page Common Phone Tasks Button Icons Contents Viewing or Removing Conference Participants Changing Phone Settings Cisco One-Year Limited Hardware Warranty Terms Index Using this Guide Getting StartedIf you want to Then Safety and Performance Information Power OutageUsing External Devices Finding Additional InformationAccessibility Features Cisco Product Security OverviewConnecting Your Phone Removing the Hookswitch Clip Required Adjusting the Handset Rest OptionalAdjusting the Footstand Optional Registering with Taps Headset SupportAudio Quality Subjective to the User An Overview of Your Phone Understanding Buttons and HardwareOL-15895-01 Description Understanding Lines and Calls Understanding Line and Call Icons Icon Line or call state DescriptionUnderstanding Touchscreen Features Understanding Feature Buttons and Menus,Cleaning and Maintaining the Touchscreen Choosing Touchscreen ItemsTo choose a Do thisUnderstanding Feature Buttons and Menus Accessing the Help System on Your PhoneUnderstanding Feature Availability Feature Softkey Line Button Label and IconUnderstanding SIP vs. Sccp Basic Call Handling Placing a Call-Basic OptionsFor more information If you want to Then SeeUsing Cisco WebDialer Using BLF to Determine aPlacing a Call-Additional Options CorporatePersonal Directory to logChoose Personal Address Book Answering a Call If you want toIf you want to Then For more information, see Answer orEnding a Call AnswerTip Using Hold and Resume Or EndCallUsing Mute Switching Between Multiple CallsSwitching an In-Progress Call to Another Phone Viewing Multiple CallsTransferring Calls Sending a Call to a Voice Message System Forwarding Calls to Another NumberSettings on the Web, Press CFwdALL or Forward AllUser Options Web Pages, Using Do Not Disturb Using Conference FeaturesMaking Conference Calls Press DND or Do Not DisturbUsing Conference See Viewing or Removing Conference Participants,Using Join Using cBarge See Using Conference, Placing or Receiving Intercom CallsViewing or Removing Conference Participants Press ConfList or Conference ListYou cannot place an intercom call on hold Web pages. See Accessing Your User Options Web Pages, Advanced Call HandlingSpeed Dialing Directory on Your Phone,Picking Up a Redirected Call on Your Phone Storing and Retrieving Parked Calls Using a Shared Line Logging Out of Hunt GroupsUnderstanding Shared Lines Remote-in-Use IconUsing Barge to Add Yourself to a Shared-Line Call Sharing Call Information and BargingPrivacy CBarge and BargeUsing Barge Features Press PrivateUsing BLF to Determine a Line State Making and Receiving Secure Calls Tracing Suspicious Calls Prioritizing Critical CallsPress Mcid or Malicious Call ID If you Then Using Cisco Extension Mobility Access Lists for Mobile Connect,See Switching an In-Progress Call to Another Phone, See Answering a Call,See Placing a Call-Additional Options, OL-15895-01 Using a Handset, Headset, and Speakerphone Using a HandsetUsing a Headset Using a Speakerphone Using Wideband with your HeadsetChoose User Preferences Audio Preferences Wideband Headset Using AutoAnswer with a Headset or Speakerphone Changing Phone Settings Customizing Rings and Message IndicatorsUser Preferences Rings Options Web Pages,Customizing the Touchscreen User Preferences BrightnessUser Preferences Viewing Angle User Preferences Background ImagesUsing Call Logs and Directories Using Call LogsMissed Calls, Placed Calls, or Received Calls Press DeleteTips Using Corporate Directory on Your Phone Directory DialingCorporate Directory exact name can vary Using Personal Directory on Your Phone Press Fast Dial Personal Directory Personal Fast Dials Accessing Voice Messages Customizing Rings and Message Indicators,Using the User Options Web Pages Accessing Your User Options Web PagesIf you want to Then do this Options DeviceConfiguring Features and Services on the Web Using Personal Directory on the WebIf you want to Then do this after you log Choose User Options Personal Address BookChoose User Options Device Click Service URL Click Delete SelectedChoose User Options Fast Dials Click Add NewSetting Up Speed Dials on the Web Using the Address Book Synchronization ToolSee Configuring Fast Dials on the Web, Choose User Options DeviceClick Speed Dials Setting Up Phone Services on the Web Click Phone ServicesServices Feature buttonsProgrammable phone button Controlling User Settings on the Web Controlling Line Settings on the WebChoose User Options User Settings Click Line Settings Change the audible Setting Up Phones and Access Lists for Mobile Connect Choose User Options Mobility Settings Access ListsChoose User Options Mobility Settings Remote Destinations Using Cisco WebDialer Network Configuration Host Name Understanding Additional Configuration Options Using a Shared Line,If you Then For more information See Using AutoAnswer with a See Using BLF to Determine a LineSee Using Cisco Extension Advanced Call HandlingTroubleshooting Your Phone General TroubleshootingSymptom Explanation See Cleaning and MaintainingViewing Phone Administration Data Using the Quality Reporting ToolIf you are asked to Then OL-15895-01 Cisco One-Year Limited Hardware Warranty Terms OL-15895-01 Index OL-15895-01 Extension Mobility OL-15895-01 PAB Taps WebDialer 72 whisper 11 wideband Headset OL-15895-01