Polycom 32x manual Troubleshooting Your Phone, Power and Startup Issues

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Chapter 5: Troubleshooting Your Phone

This chapter contains general troubleshooting information to help you solve any problems you might encounter when you use your Polycom® SoundPoint® IP 32x/33x phone. The tables in this chapter list possible trouble symptoms, the likely causes of these issues, and the recommended corrective actions to take.

•Power and Startup Issues

•Controls

•Access to Screen and Systems

•Calling

•Display

•Audio Issues

•Productivity Suite

To obtain more detailed troubleshooting information, you can access certain menus on your phone that test your phone hardware. For more information, see Testing Phone Hardware.

If you require additional assistance, contact your system administrator.

Power and Startup Issues

Table 5-1: Power and Startup Issues

The phone has power issues or the phone has no power.

Determine if the problem is caused by the phone, the AC outlet, or the PoE switch. Do one of the following:

•Verify that no lights appear on the unit when it is powered up.

•Check if the phone is properly plugged into a functional AC outlet.

•Make sure that the phone isn't plugged into an outlet controlled by a light switch that is off.

•If plugged into a power strip, try plugging directly into a wall outlet instead.

•Try the phone in another room where the electricity is known to be working on a particular outlet.

•If you are using POE, make sure the network switch is supplying power.

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Contents Polycom SoundPoint IP 32x/33x User Guide Patent Information Trademark InformationDisclaimer Copyright NoticeContents Alternating Between Handset, Headset, and Speakerphone Using the Advanced Features of Your Phone Customizing Your Phone About This Guide IntroductionWho Should Read This Guide? How This Guide is OrganizedConventions Used in This Guide What’s New in This GuideFollowing typographic conventions are used in this guide Getting Help and Support Recommended ReferencesCustomer Feedback Getting Started with Your Phone Understanding the Phone Keypad Introducing Phone ComponentsGetting Started with Your Phone Phone Icons What Displays on the Screen?Timesaver Page Up and Page Down Shortcuts Navigating Menus, Lists, and FieldsUser Tip Entering Special Characters Entering Data and Editing FieldsRegistering the Phone Troubleshooting Phone IssuesWeb Info Registering Standalone Phones To access the Web Configuration Utility for your phone Using the Polycom Web Configuration UtilityCalling and Answering Using Your PhoneAnswering Calls Answering When Not in Another CallUser Tip Answering Calls While Your Phone is Locked To answer a call using the handset Answering When in Another CallTo answer a call using Handsfree Speakerphone mode To answer a call using the headsetSoundPoint IP 32x/33x User Guide Placing Calls Answering Calls When the Phone has Multiple Call AppearancesTo place a call using the handset Calling Using the HandsetCalling Using a Headset Calling Using the SpeakerphoneTo place a call using Handsfree Speakerphone mode To place a call using a headsetEnding Calls Calling Using the Dial KeyCalling from Directories Calling by Speed DialingEnabling Headset Memory Mode Using a HeadsetTroubleshooting Dealing with Electrostatic Discharge Timesaver Quickly Ending a CallTo enable Headset Memory Mode Using Electronic HookswitchSelect Settings Basic Preferences Headset Headset Memory To activate Headset Memory ModeIgnoring Incoming Calls User Tip Anwering a Call when Silent Ringing is EnabledRejecting Incoming Calls To ignore a callAlternating Between Handset, Headset, and Speakerphone During CallsHolding and Resuming Calls User Tip Muting Yourself During a ConferenceHandling Multiple Calls on Hold Transferring CallsPerforming a Consultative Transfer To perform a consultative transfer Performing a Blind TransferTo perform a blind transfer To set up a conference call using the Conf soft key Setting Up ConferencesHosting Conference Calls User Tip Dialing a Phone NumberHolding and Resuming Conference Calls Splitting Conference CallsEnding Conference Calls Changing the Way Calls Are Answered To enable call forwarding to another partyForwarding All Calls to Another Party To end a conference callRejecting Calls from a Contact To disable call forwardingTroubleshooting I Can’t Reject Calls on a Shared Line Temporarily Refusing All Calls Do Not DisturbDiverting Calls from a Contact to Another Party To divert incoming calls from a contact to a third partyMultiple Lines and Do Not Disturb Working with Call ListsTo manage the listed calls Managing Call ListsUser Tip Shortcuts to Call Lists Searching Your Contact Directory Working with Your Contact DirectoryAdding Contacts to Your Contact Directory To add a contact manually Adding Contacts ManuallyUser Tip Adding the First Contact To add a contact from a call list Adding Contacts from Call ListsUpdating Your Contact Directory To update a contactUser Tip Verifying Contacts or Adding More Information To delete a contact from the local contact directory Deleting Contacts from Your Contact DirectoryTimesaver Quickly Updating Contacts Searching Your Corporate Directory Working with Your Corporate DirectorySee Searching Your Corporate Directory Select Settings Basic Ring Type Controlling What is HeardChanging the Ring Tone Changing the Ring Tone for Your PhoneChanging the Ringer Volume Changing the Speaker VolumeChoosing Where You Hear Sound Effects Setting Ring Tones for ContactsManaging Speed Dials To add or edit a speed dial index for an existing contact Assigning Speed Dial IndexesTo assign a new speed dial key Timesaver Quickly Accessing Voicemail Accessing VoicemailTo listen to voice messages User Tip Assigning Speed Dial Index ValuesSupporting Multiple Lines Working with Multiple and Shared LinesSupporting Multiple Line Keys Per Line Supporting Multiple Call AppearancesSupporting Shared Lines Locking and Unlocking Your Phone To change your user password About Your User PasswordLocking and Unlocking Your Phone To lock your phoneCalling and Answering from a Locked Phone Default setting is Allow ringing when lockedTo unlock your phone To call an authorized number from a locked phoneTo answer a call on a locked phone Logging Into PhonesTo log in to a phone Logging In and Out of a PhoneTo log out of a phone Placing Calls from Phones that are in the Logged Out State Changing Your User PasswordUsing Your Phone Page Troubleshooting I Can’t Access Automatic Call Distribution Using the Advanced Features of Your PhoneSIP-B Automatic Call Distribution Logging Into and Out of ACD Setting ACD Agent AvailabilityUpdating Your Presence Settings Using Buddy ListsManaging Buddies Updating Your Buddy ListBlocking and Unblocking Your Buddies Integrating With Microsoft Live Communications ServerTo add or delete a contact from your buddy status list To block or unblock a contact from your buddy listUsing the Advanced Features of Your Phone Push-to-Talk Mode Broadcasting Messages Using Push-to-Talk and Group PagingSending and Receiving PTT Broadcasts To send a PTT broadcast Timesaver Sending a PTT Broadcast to the Default ChannelReceiving PTT Broadcasts Changing Where Broadcasts are Played Adjusting the Volume of PTT BroadcastsReplying to PTT Broadcasts Ending PTT BroadcastsUpdating Channel Subscriptions Updating the Default ChannelAllowing PTT Broadcasts to Play During Active Calls Sending and Receiving Pages Group Paging ModeSending Pages To send aReceiving Pages Timesaver Sending a Group Page to the Default Paging GroupChanging Where Pages are Played Adjusting the Volume of PagesUpdating the Default Paging Group Allowing Pages to Play During Active Calls Updating Paging Group SubscriptionsTo update your phone’s configuration Updating Your Phone’s ConfigurationRestarting Your Phone To restart the phonePage Customizing Your Phone To configure the time and dateChanging the Time and Date Display Changing the Backlight Select Settings Basic Backlight IntensityChanging the Backlight Brightness To modify the backlight intensityChanging the Backlight Timeout Changing the Language Select Settings Basic Preferences Directory searchSaving the Contact Directory Search Filter To change the languageUser Tip Contact Directory Reconfiguration Page Power and Startup Issues Troubleshooting Your PhoneControls Access to Screen and SystemsThere is no dial tone CallingDisplay Service Unavailable message displays on the screenAudio Testing Phone HardwareProductivity Suite SoundPoint IP 32x/33x User Guide Polycom UC Software Menu System SoundPoint IP 32x/33x User Guide Polycom UC Software Menu System SoundPoint IP 32x/33x User Guide Safety Notices Safety and Compliance Warranty ExclusiveRussian Compliance Grant of License End-User License Agreement for Polycom SoftwareSupport Services Termination Limitation of Liability USA