Cisco Systems 7931G 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 may 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.
		• Your phone has time-of-day restrictions that prevent you from using
		some features during certain hours of the day.

	Settings is unavailable	Your system administrator may have disabled Settings on your phone.
	in the Application
	menu.

	The softkey that you	One or more of the following factors may 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.

	Cisco CallBack fails	The other party may have call forwarding enabled.

	The phone shows an	Your phone may reject your attempt to set up Call Forward All directly on
	error message when	the phone if the target number that you enter would create a Call Forward
	you attempt to set up	All loop or would exceed the maximum number of links permitted in a Call
	Call Forward All	Forward All chain (also known as a maximum hop count). Ask your system
		administrator for details.

Cisco Unified IP Phone 7931G Phone Guide for Cisco Unified Communications Manager 8.5(1) (SCCP and SIP)

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Contents Americas Headquarters Page Contents Using a Speakerphone Accessing Voice Messages OL-22334-01 Getting Started Using this GuideIf you want to Then Finding Additional Information Safety and Performance InformationPower Outage Using External DevicesCisco Product Security Overview Accessibility FeaturesOL-22334-01 Connecting Your Phone Registering with Taps Adjusting the Handset RestAudio Quality Subjective to the User Headset SupportOL-22334-01 Understanding Buttons and Hardware An Overview of Your PhoneOL-22334-01 Description See For more information Understanding Lines and Calls Icon Line or call state Description Understanding Line and Call IconsTip Understanding Phone Screen FeaturesUnderstanding Line and Call Icons, Icon reference, see Understanding Line and Call Icons,Accessing the Help System on Your Phone Accessing the Application MenuUnderstanding Feature Availability Understanding SIP vs. Sccp Feature Softkey Line Button Label and IconTips Basic Call HandlingPlacing a Call-Basic Options If you want to Then SeeCorporate Directory Placing a Call-Additional OptionsChoose Personal Address Book Personal Directory to logAddress Book on Configuring Fast Dials onUsing Your Personal Web,If you want to Then For more information, see Answering a CallEndCall Using Hold and ResumeUsing a Single Phone Number Ending a CallToggle microphone on Press Toggle microphone off Using MuteSwitching an In-Progress Call to Another Phone Switching Between Multiple CallsVoice-Message System, Transferring CallsSending a Call to a Voice-Message System Forwarding Calls to Another Number Settings on the Web,User Options Web Pages, Using Do Not Disturb Choose User Options Device Using Conference FeaturesMaking Conference Calls Web Pages,Using Conference Using Join Using Meet-Me Press ConfList or Conference List See Using Conference,Placing or Receiving Intercom Calls Viewing or Removing Conference ParticipantsIf you want to Then Speed Dialing Advanced Call HandlingDirectory on the Web, Personal Directory on the Web,Picking Up a Redirected Call on Your Phone Storing and Retrieving Parked Calls Logging Out of Hunt Groups Understanding Shared Lines Using a Shared LineWorking with Shared Lines Press Private Using BLF to Determine a Line StateMaking and Receiving Secure Calls Advanced Call Handling Prioritizing Critical Calls Tracing Suspicious CallsIf you Then Using Cisco Extension Mobility Press Change Services EM Service name can varyServices Change Credentials If you want toPhone, See Switching an In-Progress Call to Another Phone,Cisco WebDialer, See Answering a Call,See Placing a Call-Additional Options, Tips OL-22334-01 Using a Handset Using a Handset, Headset, and SpeakerphoneUsing a Headset Using Wideband with your Headset Using a SpeakerphoneUsing AutoAnswer with a Headset or Speakerphone OL-22334-01 See Accessing Your User Options Web Pages, Changing Phone SettingsCustomizing Rings and Message Indicators Settings User Preferences RingsSettings User Preferences Contrast Settings User Preferences BrightnessCustomizing the Phone Screen Using Call Logs Using Call Logs and DirectoriesDirectories Missed Calls or Received Calls Directories Missed Calls , Placed Calls , orPress EditDial Directory Dialing Directories Corporate Directory exact name Using Corporate Directory on Your PhoneDirectories Personal Directory exact name Using Personal Directory on Your PhoneDirectories Personal Directory Personal Press Fast DialFast Dials System, Accessing Voice MessagesOL-22334-01 Options Device Using the User Options Web PagesAccessing Your User Options Web Pages If you want to Then do thisChoose User Options Personal Address Book Configuring Features and Services on the WebUsing Personal Directory on the Web If you want to Then do this after you logChoose User Options Fast Dials Click Add New Choose User Options Device Click Service URLCreate a PAB entry. See Using Your Personal Address Book on Click Delete SelectedUsing the Address Book Synchronization Tool Your Phone, Setting Up Speed Dials on the WebSee Configuring Fast Dials on the Web, Click Speed DialsClick Phone Services Setting Up Phone Services on the WebMessages Controlling User Settings on the WebServices Choose User Options User SettingsControlling Line Settings on the Web Click Line Settings Change the audible Choose User Options Mobility Settings Access Lists Setting Up Phones and Access Lists for Mobile ConnectChoose User Options Mobility Settings Remote Destinations Click Remote Destinations Using Cisco WebDialer Automatically after fifteen seconds Settings Network Configuration MAC addressOL-22334-01 See Using a Shared Line, Understanding Additional Configuration OptionsIf you Then For more information See Using Cisco Extension Using a Shared Line,See Using AutoAnswer with a See Using BLF to Determine a LineGeneral Troubleshooting Troubleshooting Your PhoneSymptom Explanation Using the Quality Reporting Tool Viewing Phone Administration DataIf you are asked to Then Cisco One-Year Limited Hardware Warranty Terms OL-22334-01 Index FAC 21, 85 Fast Dials PAB OL-22334-01 Page OL-22334-01

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