Troubleshooting
111
The following table includes troubleshooting tips for phone and system features.
Note: You can often correct problems that you may be experiencing by resetting the
IP phone to the default settings. See “Resetting the IP Phone to the Default Settings”
on page39.
Problem Possible Solution
The IP phone is not working properly. Contact your system administrator.
I cannot use one or more of the features
described in this guide. The feature may not be enabled. Contact your system
administrator for more information.
I cannot program System Speed-Dial
numbers. Your system administrator programs System Speed Dial
numbers.
I cannot change the time and date on the
phone display. Your system administrator programs the time and date.
Contact your system administrator if you notice that the date
and time are incorrect.
I am experiencing audio problems on my
phone such as echo, distorted sound, or
choppiness.
Contact your system administrator if you are having audio
problems.
The name on the display is incorrect. Your system administrator assigns display names.
I cannot use the local telephone
company star codes (for example, *82,
*69) when I press the Outgoing button
or use the Outgoing Call access code (8
is the default code) when calling an
external number.
Rather than pressing the Outgoing button or 8 to access an
outside line, you must dial a Select Line Group number
before you can use the star codes. For example, if your
system is using the default Select Line Group numbers, dial
92001 to access that line. After you have dial tone, you can
dial the star code and the number.
I cannot use the Agent Help, Record-a-
Call, or Station Monitor feature. If your system uses Peer-to-Peer (P2P) audio, you cannot
use these features when you are on a P2P call. Contact your
system administrator for more information.
I cannot program a Station Speed Dial
number to the button I want. Before assigning the speed-dial number to a programmable
button, you must store the number with either a Station
Speed-Dial bin.
When I try to use the Dynamic Extension
Express – Handoff feature (388), the
display shows NO CALL TO HANDOFF.
The NO CALL TO HANDOFF display indicates that the call
cannot be handed off because one of the following may have
occurred:
• You tried to use the Handoff feature on a call that has not
been routed by Dynamic Extension Express.
• You tried to use the Handoff feature on a call that the
system has not yet recognized as a valid call.
• You tried to use the Handoff feature on an unsupported
extension. The Handoff feature is supported on your main
extension only.
• You tried to use the Handoff feature on a phantom
extension. The Handoff feature is not supported on
phantom extensions.
• You entered the handoff feature code at the exact time the
other party on the call disconnected.
• The call was terminated for some reason.