IP Telephone troubleshooting guide
Your local telephone delegate should be approached first if you have a telephone service or handset problem that you are unable to resolve yourself. The telephone delegate will then escalate the problem to ITS on your behalf if required. Please refer to the current list of telephone delegates to locate your local representative.
- My IP Phone displays a blank screen and there is no dial tone
- My IP Phone fails to ring
- The voice line quality is crackly
- I can't dial out using my IP Phone
- My IP Phone only has one way communication
- My IP Phone does not work with my headset
- IP Phone screen shot examples
1. My IP Phone displays a blank screen and there is no dial tone
Note: Some Monash buildings have newer Power over Ethernet (PoE) network switches. This simply means that the phone gets its power from the data cable and does not require a power pack. If a user moves from a building with PoE switches to a standard building they will need a power pack if they did not have one in the past. If you are located in a building with PoE your IP Phone does not require a power pack, all other locations will require power packs.
Suggestion 1:
Make sure the phone is connected correctly by referring to the diagram and table below.
| 1 |
DC adaptor port (DC48V) for phones not provided with inline power |
Optional |
| 2 |
AC-to-DC power supply |
Optional |
| 3 |
AC power cord |
Optional |
| 4 |
Network port for connecting to the network |
Required |
| 5 |
Access port for connecting your phone to your computer |
Optional |
| 6 |
Handset port |
Required |
| 7 |
Headset port |
Optional |
| 8 |
Foot stand button |
|
Suggestion 2:
Check the wall point and power connector (where applicable) are plugged in at the wall and in the power point.
Suggestion 3:
Try resetting the phone.
- If there is a power plug disconnect and reconnect (1).
- If there is no power plug (building is Power over Ethernet) disconnect the blue wall connected UTP cable and re-connect it (4).
Suggestion 4:
Check if there are other phones in the area also out of order, the problem may not be limited to your service.
- Is there a power outage in the building?
- Is there a network problem in the building?
Suggestion 5:
Try another power pack on the phone and try power pack in another power point?
Suggestion 6:
Try another handset in the same data wall port.
2. My IP Phone fails to ring
Suggestion 1:
Increase the ringer volume by pressing the + on the volume button while the handset is on hook.
Suggestion 2:
Is DND (Do Not Disturb) set? If the display shows Do Not Disturb is Active push the DND button to deactivate.
Suggestion 3:
Has the line been forwarded? If the display shows Forwarded to xxxxx push the CFwdALL button to cancel.
Suggestion 4:
Check the IP Phone extension number. Someone else may have logged in with extension mobility and the extension has changed.
Log them out if necessary.
Suggestion 5:
Check the IP Phone extension number is not in a native state. For example instead of your extension of XXXXX it shows 829999.
If this is the case the phone may need to be reconfigured.
3. The voice line quality is crackly
Suggestion:
Try unplugging the power to the headset and then re-plugging it back in.
4. I can't dial out using my IP Phone
Suggestion 1:
Check if there is Dial tone and the number being dialed is valid.
Suggestion 2:
Check the IP Phone extension number is not in a native state. For example instead of your extension of XXXXX it shows 829999.
If this is the case the phone may need to be reconfigured by ITS.
Suggestion 3:
Can other people dial out? The problem may not be related to your service alone.
Suggestion 4:
Is the phone display lit?
5. My IP Phone only has one way communication
Suggestion:
Check the mute button has not been activated by mistake.
6. My IP Phone does not work with my headset
Suggestion 1:
Is the headset button lit?
Suggestion 2:
Is the headset connected to the headset connector?
- On the back of the handset is a connection with a pictured headset.
- Try another headset if available
- The headset may have an old analogue connector and not the IP phone compliant connector. The connector may be upgradable dependant on the headset type.
7. IP Phone screen shot examples
Figure 1:
A fully configured and working IP Phone.
Figure 2:
An IP Phone while it is booting up, which under normal circumstances will take less than 20 seconds. If this display stays on the screen, the IP Phone has lost its network connection.
Figure 3:
This example of an IP Phone shows the six digit extension number 880627, which is called an auto-registered extension number. Whenever you see a six digit extension number starting with 88, this means the IP Phone is not configured correctly. An example of this could be a brand new IP Phone that has not been configured, or an existing IP Phone that has been deleted by ITS.
|
