Troubleshooting Your Phone | Cisco Systems 7961G-GE, 7941G-GE

Troubleshooting Your Phone

This section provides information to help you troubleshoot problems with your 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.
	• 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 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.

You are disconnected	You will be disconnected from a call that you have joined using Barge if the
from a call that you	call is put on hold, transferred, or turned into a conference call.
joined using Barge

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

64	OL-8164-01

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Cisco Systems 7961G-GE, 7941G-GE warranty Troubleshooting Your Phone, General Troubleshooting, Symptom Explanation

Contents

Including License and Warranty Page Common Phone Tasks Button Icons Contents Speed Dialing Advanced Call Handling Accessing Voice Messages Configuring Features and Services on the Web OL-8164-01 Using this Guide Getting StartedIf you want to Then Safety and Performance Information Finding Additional InformationWaarschuwing Belangrijke Veiligheidsinstructies Varoitus Tärkeitä Turvallisuusohjeita Warnung Wichtige Sicherheitshinweise Avvertenza Importanti Istruzioni Sulla Sicurezza Aviso Instruções Importantes DE Segurança Varning! Viktiga Säkerhetsanvisningar Spara Dessa Anvisningar Guarde Estas Instruções GEM Disse Anvisninger OL-8164-01 Getting Started When connecting cables Using an External Power SupplyPower Outage Accessibility Features Using External Devices Connecting Your Phone Adjusting the Footstand Adjusting the Handset RestRegistering with Taps Headset Information Audio Quality Subjective to the User An Overview of Your Phone Understanding Buttons and Hardware Cisco Unified IP Phone 7961G and 7961G-GE Description Description For more information, see Understanding Phone Screen Features Cleaning the Phone Screen Understanding Feature Buttons and Menus Understanding the Help System on Your Phone Understanding Lines vs. Calls Understanding Line and Call IconsIcon Understanding Feature Availability Basic Call Handling Placing a Call-Basic OptionsTips Placing a Call-Additional Options Corporate Answering a Call PersonalDirectory to log Choose Personal Address Book Using Hold and Resume Ending a CallEndCall Or EndCall Using Mute Switching Between Multiple CallsViewing Multiple Calls Transferring Calls Forwarding All Calls to Another Number Using Do Not Disturb Device Configuration Call PreferencesDo Not Disturb Making Conference Calls Understanding Types of Conference CallsStarting and Joining a Standard Conference Press ConfList Starting or Joining a Meet-Me Conference Call Advanced Call Handling Speed Dialing Picking Up a Redirected Call on Your Phone Using a Shared Line Understanding Shared LinesRemote-in-Use Icon Sharing Call Information and Barging Adding Yourself to a Shared-Line Call BargeCBarge Storing and Retrieving Parked Calls Press Private Making and Receiving Secure Calls Using Cisco Extension Mobility Using BLF to Determine a Line State Using a Handset, Headset, and Speakerphone Obtaining a Headset Using AutoAnswer If you Then Using Phone Settings Customizing Rings and Message IndicatorsUser Preferences Rings Customizing the Phone Screen User Preferences ContrastUser Preferences Background Images Using Call Logs and Directories Using Call LogsEditDial Missed Calls , Placed Calls , or Received Calls Directory Dialing Missed Calls, Placed Calls, or Received Calls Using Corporate Directory on Your Phone Corporate Directory exact name can varyTip Using Personal Directory on Your Phone Submit Press Fast Dial Personal Directory Personal Fast Dials Tips Accessing Voice Messages Accessing Your User Options Web Pages Customizing Your Phone on the WebIf you want to Then do this Options Device Configuring 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 Book Choose User Options Fast Dials Click Add New Setting Up Speed Dials on the Web Click Speed Dials Setting Up Phone Services on the Web Click Phone ServicesClick Service URL Controlling User Settings on the Web Choose User Options User Settings Controlling Line Settings on the Web Click Line Settings Change the ring pattern Select a device Per line Using Cisco WebDialer Network Configuration Host Name Phone number in a WebDialer-enabled online directory Understanding Additional Configuration Options If you Then For more information Understanding Additional Configuration Options Troubleshooting Your Phone General TroubleshootingSymptom Explanation Viewing Phone Administration Data Using the Quality Reporting ToolNetwork Configuration and select the network If you are asked to Then Cisco One-Year Limited Hardware Warranty Terms Duration of Hardware Warranty Replacement, Repair, or Refund Policy for Hardware To Receive a Return Materials Authorization RMA Number OL-8164-01 Index OL-8164-01 Page OL-8164-01 See also QRT OL-8164-01 Page USA