Troubleshooting Your Phone, CallBack fails | Cisco Systems 7975G

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 these 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. (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 may have disabled	on your phone.
	unresponsive

	The softkey that you	One or more of these 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.

	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

	CallBack fails	The other party may have call forwarding enabled.

Cisco Unified IP Phone User Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP)

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Cisco Systems 7975G, 7970G manual Troubleshooting Your Phone, General Troubleshooting, Symptom Explanation, CallBack fails

Contents

Americas Headquarters Page Common Phone Tasks Phone Screen Icons Contents Viewing or Removing Conference Participants Using a Speakerphone Cisco One-Year Limited Hardware Warranty Terms Index If you want to Then Using this GuideGetting Started Finding Additional Information Safety and Performance Information Cisco Product Security Overview Power OutageUsing External Devices Accessibility Features Connecting Your Phone Adjusting the Handset Rest Optional Removing the Hookswitch Clip Required Headset Support Adjusting the Footstand OptionalUsing a Headset Registering with Taps OL-22332-01 Understanding Buttons and Hardware An Overview of Your Phone Cisco Unified IP Phone 7970G and 7971G-GE Cisco Unified IP Phone 7975G Cisco Unified IP Phone 7945G Description Accessing the Help System Cleaning and MaintainingAccessing Voice Messages Using Call Logs, Understanding Lines and Calls Icon Line or call state Description Understanding Line and Call Icons Menus, Understanding Phone Screen FeaturesIcons, page 7, and Viewing Multiple Calls, Cisco Unified IP Phone 7975G, 7971G-GE, and 7970G Cleaning and Maintaining the Phone ScreenChoosing Phone Screen Items Screen item Do this If you want to Understanding Feature Buttons and MenusCisco Unified IP Phone 7965G and 7945G Feature Softkey Line Button Label and Icon Understanding Feature AvailabilityAccessing the Help System on Your Phone Understanding Energy Savings Understanding SIP and Sccp An Overview of Your Phone OL-22332-01 If you want to Then See Basic Call HandlingPlacing a Call-Basic Options For more information Corporate Setting Up PhonesAccess Lists for Mobile Placing a Call-Additional Options Choose Personal Address Book PersonalDirectory to log Answer or Answering a CallIf you want to Then For more information, see Message System, Using AutoAnswer with aUsing a Single Phone Number Sending a Call to a Voice Or EndCall Using Hold and ResumeEnding a Call Toggle Microphone on Press Toggle Microphone off Using Mute Switching an In-Progress Call to Another Phone Switching Between Multiple Calls Viewing Multiple Calls Transferring Calls Forwarding Calls to Another Number Sending a Call to a Voice Message System User Options Web Pages, Settings on the Web,Press CFwdALL or Forward All Press DND or Do Not Disturb Using Do Not DisturbMaking Conference Calls See Viewing or Removing Conference Participants, Using Conference Features Using Join Tip Using cBarge Press ConfList or Conference List See Using Conference,Placing or Receiving Intercom Calls Viewing or Removing Conference Participants If you want to Then Directory on Your Phone, Web pages. See Accessing Your User Options Web Pages,Advanced Call Handling Speed Dialing Personal Directory on Your Phone, Using the 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 LineUsing Barge to Add Yourself to a Shared-Line Call Single-button and Multi-touch Barge CBarge and Barge Press Private Using BLF to Determine a Line State Making and Receiving Secure Calls VPN Configuration If you Then Tracing Suspicious CallsPrioritizing Critical Calls Press Mcid or Malicious Call ID Using Cisco Extension Mobility Press ChangePIN Change CredentialsPress Change See Answering a Call, Access Lists for Mobile Connect,See Switching an In-Progress Call to Another Phone, See Placing a Call-Additional Options, OL-22332-01 Using a Headset Using a Handset, Headset, and SpeakerphoneUsing a Handset Choose User Preferences Audio Preferences Wideband Headset Using a SpeakerphoneUsing a Wireless Headset Using Wideband with your Headset Using AutoAnswer with a Headset or Speakerphone OL-22332-01 User Preferences Rings Changing Phone SettingsCustomizing Rings and Message Indicators Accessing Your User Options Web Pages, User Preferences Viewing Angle Customizing the Phone ScreenOptions Web Pages, User Preferences Brightness User Preferences Background Images See Cleaning and Maintaining the Phone Screen, OL-22332-01 Missed Calls, Placed Calls, or Received Calls Using Call Logs and DirectoriesUsing Call Logs Missed Calls, Placed Calls, or Received Calls. Each State, Press EditDial Directory DialingMissed Calls or Received Calls Corporate Directory exact name can vary Using Corporate Directory on Your PhoneUsing Personal Directory on Your Phone Press Select Press Fast Dial Personal Directory Personal Fast Dials Customizing Rings and Message Indicators, Accessing Voice Messages Message System, Options Device Using the User Options Web PagesAccessing Your User Options Web Pages If you want to Then do this If you want to Then do this after you log Configuring Features and Services on the WebUsing the Personal Directory on the Web Choose User Options Device Click Service URL Choose User Options Device Create a PAB entry. See Using Your Personal Address Book onChoose User Options Fast Dials Click Add New Using the Address Book Synchronization Tool Setting Up Speed Dials on the Web Your Phone, Setting Up Phone Services on the WebSee Configuring Fast Dials on the Web, Click Phone Services Programmable phone button ServicesFeature buttons Choose User Options User Settings Controlling User Settings on the WebControlling Line Settings on the Web Set up call forwarding Choose User Options Mobility Settings Access Lists Setting Up Phones and Access Lists for Mobile Connect Choose User Options Mobility Settings Remote Destinations Using Cisco WebDialer Network Configuration Host Name If you Then For more information Understanding Additional Configuration Options Advanced Call Handling See Using AutoAnswer with aSee Using BLF to Determine a Line See Using Cisco Extension CallBack fails Troubleshooting Your PhoneGeneral Troubleshooting Symptom Explanation If you are asked to Then Viewing Phone Administration Data Using the Quality Reporting Tool OL-22332-01 Cisco One-Year Limited Hardware Warranty Terms OL-22332-01 Index OL-22332-01 Page OL-22332-01 Page Taps