Cisco Systems 7970 manual 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-day restrictions 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 12.

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.

Cisco Unified IP Phone 7970 Series for Cisco Unified Communications Manager 6.1

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Contents Americas Headquarters Page Common Phone Tasks Button Icons Contents Viewing or Removing Conference Participants Using a Handset, Headset, and Speakerphone Cisco One-Year Limited Hardware Warranty Terms Index If you want to Then Using this GuideGetting Started Power Outage Safety and Performance InformationUsing External Devices Finding Additional InformationCisco Product Security Overview Accessibility FeaturesConnecting Your Phone Adjusting the Footstand Optional Removing the Hookswitch Clip RequiredAdjusting the Handset Rest Optional Audio Quality Subjective to the User Registering with TapsHeadset Information Understanding Buttons and Hardware An Overview of Your PhoneDescription Understanding Lines vs. Calls Icon Line or call state Description Understanding Touchscreen FeaturesUnderstanding Line and Call Icons Understanding Feature Buttons and Menus, Choosing Touchscreen Items Cleaning and Maintaining the TouchscreenTo choose a Do thisAccessing the Help System on Your Phone Understanding Feature Buttons and MenusFeature Softkey Understanding Feature AvailabilityUnderstanding SIP vs. Sccp Placing a Call-Basic Options Basic Call HandlingFor more information If you want to Then SeeCorporate Placing a Call-Additional OptionsIf you want to Then For more information, see Answering a CallTip Ending a CallAnswer If you want to Using Hold and ResumeOr EndCall Switching Between Multiple Calls Using MuteViewing Multiple Calls Switching an In-Progress Call to Another PhoneTransferring Calls Forwarding Calls to Another Number Sending a Call to a Voice Message SystemSettings on the Web, Using Do Not DisturbPress CFwdALL or Forward All User Options Web Pages,Press DND or Do Not Disturb Using Conference FeaturesMaking Conference Calls See Viewing or Removing Conference Participants, Using ConferenceUsing Join Using cBarge Placing or Receiving Intercom Calls See Using Conference,Viewing or Removing Conference Participants Press ConfList or Conference ListYou cannot place an intercom call on hold Advanced Call Handling Web pages. See Accessing Your User Options Web Pages,Speed Dialing Directory on Your Phone,Picking Up a Redirected Call on Your Phone Storing and Retrieving Parked Calls Logging Out of Hunt Groups Using a Shared LineUnderstanding Shared Lines Remote-in-Use IconSharing Call Information and Barging Using Barge to Add Yourself to a Shared-Line CallPrivacy CBarge and BargePress Private Using Barge FeaturesMaking and Receiving Secure Calls Using BLF to Determine a Line StatePress Mcid or Malicious Call ID Tracing Suspicious CallsPrioritizing Critical Calls If you Then Access Lists for Mobile Connect, Using Cisco Extension MobilitySee Switching an In-Progress Call to Another Phone, See Answering a Call,Phone, See Placing a Call-Additional Options, Preferences Audio Preferences Wideband Handset. If Using a Handset, Headset, and SpeakerphoneUser Obtaining a Headset Using AutoAnswerCustomizing Rings and Message Indicators Changing Phone SettingsUser Preferences Rings Options Web Pages,User Preferences Brightness Customizing the TouchscreenUser Preferences Viewing Angle User Preferences Background ImagesUsing Call Logs Using Call Logs and DirectoriesMissed Calls, Placed Calls, or Received Calls Press DeleteTip Corporate Directory exact name can vary Using Corporate Directory on Your PhoneDirectory Dialing Using Personal Directory on Your Phone Personal Directory Personal Fast Dials Press Fast DialTips Customizing Rings and Message Indicators, Accessing Voice MessagesAccessing Your User Options Web Pages Using the User Options Web PagesIf you want to Then do this Options DeviceUsing Personal Directory on the Web Configuring Features and Services on the WebIf you want to Then do this after you log Choose User Options Personal Address BookClick Add New Create a PAB entry. See Using Your Personal Address Book onChoose User Options Fast Dials See Configuring Fast Dials on the Web, Setting Up Speed Dials on the WebChoose User Options Device Click Speed DialsClick Phone Services Setting Up Phone Services on the WebChoose User Options User Settings Controlling User Settings on the WebClick Service URL Click Line Settings Controlling Line Settings on the WebChange the audible Choose User Options Mobility Settings Access Lists Setting Up Phones and Access Lists for Mobile ConnectClick Remote Destinations Choose User Options Mobility Settings Remote DestinationsUsing Cisco WebDialer Network Configuration Host Name If you Then For more information Understanding Additional Configuration OptionsUsing a Shared Line, See Using BLF to Determine a Line See Using AutoAnswer,See Using Cisco Extension Advanced Call HandlingGeneral Troubleshooting Troubleshooting Your PhoneSymptom Explanation See Cleaning and MaintainingIf you are asked to Then Viewing Phone Administration DataUsing the Quality Reporting Tool Duration of Hardware Warranty Cisco One-Year Limited Hardware Warranty TermsTo Receive a Return Materials Authorization RMA Number Replacement, Repair, or Refund Policy for HardwareIndex OL-14682-01 FAC 18 PAB Page Taps Page USA

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