Troubleshooting Your Phone, Screen | Cisco Systems 7965G, 7945G

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 phone screen has gone into sleep mode to save power after a period of
appears blank	inactivity. Wake the phone screen by lifting the handset, or by pressing any
	button, such as	. See Cleaning and Maintaining the Phone
	Screen, page 16.

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

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.

82	OL-15896-01

Image 90

Cisco Systems 7965G, 7945G manual Troubleshooting Your Phone, General Troubleshooting, Symptom Explanation, Screen

Contents

Americas Headquarters Page Common Phone Tasks Button Icons Contents Using Barge to Add Yourself to a Shared-Line Call Accessing Voice Messages Cisco One-Year Limited Hardware Warranty Terms Index Using this Guide Getting StartedIf you want to Then Safety and Performance Information Power OutageFinding Additional Information Accessibility Features Using External DevicesCisco Product Security Overview Connecting Your Phone Removing the Hookswitch Clip Required Adjusting the Handset Rest Optional Registering with Taps Adjusting the Footstand OptionalUsing a Headset Headset SupportPage An Overview of Your Phone Understanding Buttons and Hardware Cisco Unified IP Phone 7965G Cisco Unified IP Phone 7945G Description Using the User Options Accessing the Help SystemChanging Phone Settings Using a Handset, Headset Understanding Lines and Calls Understanding Line and Call IconsIcon Line or call state Description Receiving Intercom Calls, See Using BLF to Determine a Line State,Calls, With the caller. Placing or Receiving Intercom Calls, Understanding Phone Screen Features 13, and Viewing Multiple Calls,Menus, Choosing Phone Screen Items Cleaning and Maintaining the Phone ScreenWaking the Phone Screen from Sleep Mode Screen item Do this Understanding Feature Buttons and Menus Accessing the Help System on Your PhonePress a feature button to open or close a feature menu Understanding Feature Availability Feature Softkey Line Button Label and Icon Understanding SIP vs. Sccp For more information Basic Call HandlingPlacing a Call-Basic Options If you want to Then See Placing a Call-Additional Options TipsCorporate Personal Directory to logChoose Personal Address Book If you want to Then For more information, see Answering a CallIf you want to Answer or Answer Tip To end a call, hang up. Here are some more details Using Hold and ResumeEnding a Call Or EndCall Using Mute Toggle Microphone on Press Toggle Microphone off Switching Between Multiple Calls Switching an In-Progress Call to Another PhoneViewing Multiple Calls Transferring Calls Sending a Call to a Voice Message System Forwarding Calls to Another Number Access your call forwarding settings. See Controlling LineSettings on the Web, Your User Options Web Pages, Using Do Not Disturb Or DND Using Conference FeaturesMaking Conference Calls User Options Web Pages, See Viewing or Removing Conference Participants, Remove participants Using Join Using Meet-Me More information Starting or Joining a Meet-Me Conference Call See Using Conference,Viewing or Removing Conference Participants Press ConfList or Conference List Placing or Receiving Intercom Calls If you want to Then Advanced Call Handling Speed Dialing Picking Up a Redirected Call on Your Phone Storing and Retrieving Parked Calls Understanding Shared Lines Using a Shared LineLogging Out of Hunt Groups Remote-in-Use Icon Privacy Using Barge to Add Yourself to a Shared-Line CallSharing Call Information and Barging CBarge and Barge Participants if you Used cBarge Prevent others from viewing orPress Private Using BLF to Determine a Line State Ringing, your phone will speed dial the line number Making and Receiving Secure Calls Notify your system Tracing Suspicious CallsPrioritizing Critical Calls Press Mcid or Malicious Call ID If you Then See Switching an In-Progress Call to Another Phone, Using Cisco Extension MobilityAccess Lists for Mobile Connect, See Answering a Call, See Placing a Call-Additional Options, Page Using a Handset, Headset, and Speakerphone Using a HandsetUsing a Headset Using Wideband with your Headset Using a SpeakerphoneUsing a Wireless Headset Choose User Preferences Audio Preferences Wideband Headset Using AutoAnswer with a Headset or Speakerphone Change the ring tone per Choose Changing Phone SettingsCustomizing Rings and Message Indicators User Preferences Rings User Preferences Background Images Customizing the Phone ScreenUser Preferences Brightness User Preferences Contrast Missed Calls, Placed Calls, or Received Calls Using Call Logs and DirectoriesUsing Call Logs Press Delete Tips Dial from a corporate Choose Using Corporate Directory on Your PhoneDirectory Dialing Corporate Directory exact name can vary Using Personal Directory on Your Phone Press Fast Dial Personal Directory Personal Fast Dials Tips Accessing Voice Messages To access voice messages, use the Messages buttonCustomizing Rings and Message Indicators, If you want to Then do this Using the User Options Web PagesAccessing Your User Options Web Pages Options Device If you want to Then do this after you log Configuring Features and Services on the WebUsing Personal Directory on the Web Choose User Options Personal Address Book Choose User Options Device Click Service URL Choose User Options Fast Dials Click Add New Setting Up Speed Dials on the Web Edit a Fast Dial phone Click Speed Dials See Configuring Fast Dials on the Web,Choose User Options Device Your Phone, Setting Up Phone Services on the Web Click Phone Services Feature buttons Add a service to anServices Messages Services Directories Controlling User Settings on the Web Controlling Line Settings on the WebChoose User Options User Settings Click Line Settings Change or create a line Audible Message Waiting Indicator area, choose from variousChange the audible Line Text Label area, enter a text label Setting Up Phones and Access Lists for Mobile Connect Choose User Options Mobility Settings Access Lists Choose User Options Mobility Settings Remote Destinations Add a new remote Using Cisco WebDialer Network Configuration Host Name Phone number in a WebDialer-enabled online directoryProfile if available Understanding Additional Configuration Options If you Then For more information Using a Shared Line, See Using AutoAnswer with aAdvanced Call Handling See Using BLF to Determine a Line See Using Cisco ExtensionState, Symptom Explanation Troubleshooting Your PhoneGeneral Troubleshooting See Cleaning and Maintaining the Phone Viewing Phone Administration Data Using the Quality Reporting ToolIf you are asked to Then OL-15896-01 Cisco One-Year Limited Hardware Warranty Terms OL-15896-01 Index Cisco Unified Video Advantage Cisco WebDialer FAC 22 OL-15896-01 On-hook dialing 21 online help, using Safety, warnings 2 screen OL-15896-01 Page OL-15896-01