Cisco Unified IP Phone 6921, 6941, 6945, and 6961 User Guide for Cisco Unified Communications Manager 10.0 (SCCP and SIP)
FAQs and Troubleshooting
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FAQs and Troubleshooting

FAQs and Troubleshooting

Frequently Asked Questions


Why don’t I see the icons shown in the documentation on my phone screen?
Many of the phone screen icons are applicable only to the Cisco Unified IP Phones 6941 and 6945.
Can I use the second line on my Cisco Unified IP Phone 6921 as a feature button?
Yes. If you do not require two phone lines, your system administrator can set up a feature on your second line.
When I put a call on hold by pushing the Hold button, why doesn’t pushing the button again resume the call?
The Hold button is used only to put a call on hold. To resume a call, press the Resume softkey or the flashing green line button.
Why does my phone not work ("wake up"), when it worked before?
If your system administrator has set up your phone for EnergyWise, the phone may be sleeping (powered down). Your system administrator sets your phone to sleep at a certain time and wake (power up) at a certain time. Your phone will wake up at the time set by your system administrator. You can press the Select button to wake your phone up. See your system administrator to have the sleep and wake up times changed.
My phone played the ringtone four times in succession, but there is no call. What does this mean?
The phone is notifying you that your phone will power down (sleep) soon to conserve energy (the EnergyWise feature). Your system administrator sets your phone to sleep at a certain time and wake (power up) at a certain time. Your phone will wake up at the time set by your system administrator. See your system administrator to have the sleep and wake up times changed.
What do I do if my phone displays the message Security Error?
Your phone firmware has identified an internal error. Try unplugging the phone from the power source, wait one minute, and then plug the phone back in. If the message persists, contact your system administrator.

Troubleshooting Tips

The following sections contain troubleshooting information.

Conference

Conference Button and Softkey Unresponsive

You have set up a conference call, and the Conf softkey is no longer available and the Conference button is unresponsive.

Possible Cause

You have reached the maximum number of conference participants.

Solution

Ask one of the participants to drop, or drop a conference participant.

Meet Me Conference Busy Tone

You hear a busy tone after dialing into a Meet Me conference.

Possible Cause

The conference host has not yet joined the conference.

Solution

Try calling back again.

Personal directory

Cannot Sign In to Personal Directory

You are unable to sign in to your personal directory.

Possible Cause

  • You are using your password to sign in, not your personal identification number (PIN).
  • Your PIN needs to be reset.

Solution

  • Use your PIN, not your password.
  • Contact your system administrator.

Shared lines

No Caller ID on Remote Hold

You have a shared line on your Cisco Unified IP Phone 6921, and cannot see the caller ID when the remote line is on hold.

Possible Cause

This works as designed.

Solution

None.

Cannot Access Self Care Portal

Problem

You are unable to access your Self Care Portal.

Possible Cause

Your password needs to be reset or your administrator may have changed your access to the pages.

Solution

Contact your system administrator.

Cleaning Cisco Unified IP Phone

To clean your Cisco Unified IP Phone, use only a dry soft cloth to gently wipe the phone and the phone screen. Do not apply liquids or powders directly on the phone. As with all non-weather-proof electronics, liquids and powders can damage the components and cause failures.

When the phone is in sleep mode, the touchscreen is blank and the Select button is not lit. When the phone is in this condition, you can clean the screen, as long as you know that the phone will remain asleep until after you finish cleaning. If the phone is likely to wake up during cleaning, wake it up or wait until it is awake before following the preceding cleaning instructions.