Cisco Unified IP Phone 7931G User Guide for Cisco Unified Communications Manager 9.0 (SCCP and SIP)
Troubleshooting
Downloads: This chapterpdf (PDF - 1.17MB) The complete bookPDF (PDF - 3.4MB) | The complete bookePub (ePub - 566.0KB) | Feedback

Troubleshooting

Troubleshooting

Problems

This section provides information to help you troubleshoot general problems with your phone. For more information, contact your system administrator.

No Dial Tone or Cannot Complete Call

Problem

You cannot hear a dial tone or complete a call.

Cause

One or more of the following factors might apply:

  • You are not connected to Extension Mobility service.
  • The system requires 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.

Solution

Try the following:

  • Log into the Extension Mobility service.
  • Enter a CMC or FAC after dialing a number. (SCCP phones only.)
  • Change the time-of-day restrictions that prevent you from using some features during certain hours of the day. For more information, contact your system administrator.

Missing Softkey

Problem

The softkey that you want to use does not appear.

Cause

One or more of the following factors might apply:

  • There are additional softkeys to display.
  • The state of the line determines the phone softkeys.
  • Your phone is not configured to support the feature associated with that softkey.

Solution

Use one of these options:

  • Press More to reveal additional softkeys.
  • Change the line state (for example, go off-hook or have a connected call).
  • Contact your system administrator to request access to the feature.

Cannot Use CallBack

Problem

CallBack fails.

Cause

The other party might have Call Forward enabled.

Call Forward All Error Message

Problem

The phone shows an error message when you attempt to set up Call Forward All.

Cause

Your phone may reject your attempt to set up Call Forward All directly on the phone if the target number that you enter would create a Call Forward All loop or would exceed the maximum number of links permitted in a Call Forward All chain (also known as a maximum hop count).

Solution

Contact your system administrator for details.

Unresponsive Phone

Problem

The phone screen appears blank and the Display button is not lit.

Cause

The phone is powered down (sleeping) to save energy.

Solution

The phone will power up (wake) when the system sends the wake up message. You cannot wake the phone before its scheduled power up time.

Security Error Message

Problem

Your phone displays Security Error.

Cause

Your phone firmware has identified an internal error.

Solution

If the message persists, contact your system administrator.

Cannot Access Settings Menu

Problem

The Setting menu is not available in the Application menu.

Cause

Your system administrator may have disabled Settings on your phone.

Solution

Contact your system administrator.

Phone Troubleshooting Data

Your system administrator may ask you to access administration data on your phone for troubleshooting purposes.

If you are asked to...

Then...

Access network configuration data

Choose () > Settings > Network Configuration and select the network configuration item that you want to view.

Access status data

Choose () > Settings > Status and select the status item that you want to view.

Access phone model information

Choose () > Settings > Model Information.

Access phone call and voice quality information

Choose () > Settings > Status > Call Statistics.

Quality Reporting Tool

Your system administrator may temporarily configure your phone with the Quality Reporting Tool (QRT) to troubleshoot performance problems. Press QRT to submit information to your system administrator. Depending on the configuration, use the QRT to:

  • Immediately report an audio problem on a current call
  • Select a general problem from a list of categories and choose reason codes