Cisco Unified IP Phone 6921, 6941, 6945, and 6961 User Guide for Cisco Unified CM 8.6 (SCCP and SIP)
FAQs and Troubleshooting
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FAQs and Troubleshooting

Table Of Contents

FAQs and Troubleshooting

Frequently Asked Questions

Troubleshooting Tips

Conference

Personal Directory

Shared Lines

User Options

Cleaning the Cisco Unified IP Phone


FAQs and Troubleshooting


Frequently Asked Questions

Q. Why don't I see the icons shown in the documentation on my phone screen?

A. Many of the phone screen icons are applicable only to the Cisco Unified IP Phone 6941.

Q. Can I use the second line on my Cisco Unified IP Phone 6921 as a feature button?

A. Yes. If you do not require two phone lines, your system administrator can set up a feature on your second line.

Q. When I put a call on hold by pushing the Hold button, why doesn't pushing the button again resume the call?

A. 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.

Q. Why does my phone not work ("wake up"), when it worked before?

A. 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.

Q. My phone played the ringtone four times in succession, but there is no call. What does this mean?

A. 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.

Q. What do I do if my phone displays the message "Security Error"?

A. 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

Troubleshooting tips are available for these topics:

Conference

Personal Directory

Shared Lines

User Options

Conference

Problem: 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.

Problem: 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

Problem: Cannot Sign In to Personal Directory

You are unable to sign in to your personal directory.

Make sure you are using your personal identification number (PIN) to sign in, and not your password.

Possible Cause

Your PIN needs to be reset.

Solution

See your system administrator.

Shared Lines

Problem: 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.

User Options

Problem: Cannot Access User Options Web Pages

You are unable to access your user options web pages.

Possible Cause

Your password needs to be reset.

Solution

See your system administrator.

Cleaning the 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.