Cisco Unified IP Phone 8961, 9951, and 9971 User Guide for Cisco Unified Communications Manager 9.0 (SIP)
FAQs and Troubleshooting
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FAQs and Troubleshooting

FAQs and Troubleshooting

Frequently Asked Questions

Why can't I see all the active calls on my phone?

When there are more calls than available session buttons on the phone, you can scroll using the Navigation pad to see them. Calls are sorted from oldest to newest, with the oldest call at the top of the list.

How do I redirect an incoming call when I am on a call?

To redirect an incoming (ringing) call while on another call, use the Navigation pad to highlight the incoming call, and then press Divert. Otherwise press Divert to redirect the current, active call.

If I’m on a call, how can I silence the ringing of an incoming call?

You can silence the incoming (ringing) call. Press Volume down once, and then let the incoming call go to the target number (voicemail or predetermined number set up the system administrator).

How can I resume a call that is on hold?
To resume a call on hold, you can use any of the following methods:
  • Press the pulsing green session button.

  • Press the call session on the phone display (for the Cisco Unified IP Phone 9971 only).

  • Press Resume.

  • Highlight the call by using the Navigation pad and press Select button.

  • Press Hold.

What is the difference between the buttons on the left and those on the right of the screen?

Your phone has feature buttons on the left and call session buttons on the right. Use the feature buttons to access features (such as speed dial) or select a phone line. Use call session buttons to perform call-related tasks, such as making a new call, resuming a held call, or checking your voicemail. The positions of the session buttons and feature buttons can be reversed on phones that use a locale with a right-to-left reading orientation, such as Hebrew and Arabic.

Why do the softkeys keep changing?

Softkeys act on the selected (highlighted) call or menu item only. The softkeys that display depend on the call or item you have selected.

What is the best way to look at calls when I have a shared line or multiple lines?

If you have a shared line or multiple lines, it is recommended that you use the All Calls feature to view calls. When you press the All Calls button (on the left), all calls for all your lines are listed on the phone screen in chronological order (oldest first). If you do not have an All Calls button, contact your system administrator to set up this feature. Your administrator can also set up your primary line key to act the same as the All Calls button.

Why does my call disappear after I accidently press a button?

If you are on a call and press a button for another line, your line view will change. Your current call disappears from view and calls for the newly selected line are displayed. To redisplay the call you are on, select the line that it is on, press All Calls, or, press the Primary line key if it is set up by your administrator to display all calls.

How do I check missed calls on my phone?
To check missed calls on your phone, perform the following actions:
  • Press Applications, select Call History, and press Missed.

  • Press Missed Calls.

How do I exit from a running application?
To exit from a running applications you must:
  1. Press Applications .

  2. Use the Navigation pad and Select button to scroll and select Running Applications.

  3. Select a running application and press Close App to close the application.

    When prompted, save your changes.

  4. Press Exit end the running application.

    If you do not exit a running application, it continues to run in the background.

How do I connect two calls and then drop from the line myself?
When you are on an active call (not on hold), do the following:
  1. Press Transfer and enter the transfer recipient’s phone number in one of these ways:
    • Press the session button of a held call.

    • Enter the transfer recipient’s phone number.

    • Scroll to a Call History record and press Call.

    • Press a speed-dial button.

    • Press Speed Dial, enter a speed-dial number or highlight the number you want to call, and press Speed Dial again.

    • Press Active Calls and select a held call. The transfer completes immediately.

  2. Press Transfer again. You do not have to wait for the recipient to answer to complete the transfer.

What does the Swap softkey do?

The Swap softkey allows you to toggle between two calls before completing the transfer or creating a conference. This allows you to consult privately with the party or parties on each call before combining the calls into a conference.

Can I cancel a conference or transfer procedure after I have started it?

Yes, before completing a conference or transfer, you can press Release or Cancel to cancel it.

How can I combine two calls on hold into a single conference call?
Make sure that one of the calls is active (not on hold). If both calls are on hold, resume one call, and then:
  1. Press Conference .

  2. Press the line button for the other (held) call.

The conference begins. The conference is established on the line that had the active call.

Should I mount my Cisco Unified Video Camera on my phone or on my computer monitor?

For casual video calling, a camera mounted directly on the phone is recommended. If you plan to turn to face your computer monitor often (for example, if you are presenting slides), a camera mounted on monitor might be preferable. Experiment with both and see what works best for you.

If you prefer to mount your camera on your computer monitor, ask your system administrator for a camera mounting clip and USB extension cable.

How can I keep my Cisco Unified Video Camera secure to prevent theft?

If you are concerned about theft, you can place the camera in a locked drawer when not in use. If you plan to remove the camera regularly for this reason, consider attaching the camera to a USB extension cable (available from your system administrator) rather than mounting the camera directly on the phone.

Connecting and disconnecting the camera is easy and neither resets the phone nor disrupts the audio portion of an active call. However, you may find connecting and disconnecting the camera easier if a USB cable is used rather than directly removing and reattaching the camera to the phone.

Note that the Cisco wall mount kit contains a security mechanism which locks the camera to the phone.

Not all calls present video on my phone. Why not?

To see an image of the other party on your phone screen, the other party’s phone must support video and the other party must have a camera installed and enabled on the phone. During conference calls, the conference system used during the call must support video conferencing.

What does the Preview softkey do?

If you have a Cisco Unified Video Camera installed on your phone, you can press Preview to see the view from your camera when you are not in a video call. Try using Preview before making video calls to help set up and position your camera effectively.

What happens to video when I put a call on hold?

Video transmission is muted (blocked) until you resume the call.

What do the different light colors on my Cisco Unified Video Camera indicate?
The colors indicate video transmission states as follows:
  • Green: Your video is transmitting.

  • Red: Your video is muted.

How can I close the shutter on my Cisco Unified Video Camera?

Close the camera shutter by rotating the camera lens clockwise. Rotate counter-clockwise to open the shutter again.

Why does video from my Cisco Unified Video Camera appear too dark (or too light)?

Lighting conditions (such as windows and ceiling lights) within the camera field of view affect the brightness. Try moving the camera to see if the brightness improves. You can also adjust the brightness setting.

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 wakes up at the time your system administrator configured. You can press the Select button to wake your phone up. Contact 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 wakes (power up) at a certain time. Your phone wakes up at the time your system administrator configured, or you can press Select to wake it up. Contact your system administrator to have the sleep and wake up times changed.

Why can't VXC be turned on?

Sometimes the VXC device can't get power from the phone. Make sure that the phone is powered by a power brick or a PoE+ switch. If the issue persists, power cycle the phone.

Why is the VXC VPN status "Not Connected" when the phone VPN status is "Connected" and the VXC device is turned on?

Sometimes the VXC device can't be detected by the phone. Make sure the VXC device is directly connected to the phone's PC port, then power cycle the VXC device.

Why does VXC show a "session lost" or "signal in another monitor" error?

This issue happens with VXC2111 in some scenarios. Plug the monitor into display port 0, which is the rightmost display port from the phone's point of view.

Troubleshooting Tips

Missing Alert Calls Button

I would like to use the Alert Calls button but it is not on my phone.

Possible Cause

It has not been set up by your system administrator.


Contact your system administrator to enable the Alert Calls feature for you.

Missing All Calls Button

I would like to use the All Calls button, but it is not on my phone.

Possible Cause

It has not been set up by your system administrator or your system administrator may have set up your phone so that the Primary Line button performs the All Calls function.


Contact your system administrator to enable the All Calls feature for you or check with your administrator about the Primary Line button functionality.

Personal Directory Troubleshooting

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.


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

User Options Web Page Problems

Cannot Access User Options Web Pages

You are unable to access your User Options web pages.

Possible Cause

Your password needs to be reset.


Contact your system administrator.