This section provides troubleshooting information for your Cisco Unified IP Phone.
General Troubleshooting
This section provides information to help you troubleshoot general problems with your phone. For more information, see your system administrator.
Symptom
Explanation
You cannot hear a dial tone or complete a call
One or more of the following factors might apply:
•You must log into the Extension Mobility service.
•You must enter 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.
The softkey that you want to use does not appear
One or more of the following factors might apply:
•You must press more to reveal additional softkeys.
•You must change the line state (for example, go off-hook or have a connected call).
•Your phone is not configured to support the feature associated with that softkey.
Barge fails and results in a fast busy tone
You cannot barge an encrypted call if the phone you are using is not configured for encryption. When your barge attempt fails for this reason, your phone plays a fast busy tone.
You are disconnected from a call that you joined using Barge
You will be disconnected from a call that you have joined using Barge if the call is put on hold, transferred, or turned into a conference call.
CallBack fails
The other party might have call forwarding enabled.
The phone shows an error message when you attempt to set up Call Forward All
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). Ask your system administrator for details.
Viewing Phone Administration Data
Your system administrator might ask you to access administration data on your phone for troubleshooting purposes.
If you are asked to...
Then...
Access network configuration data
Press and choose Settings> Network Configuration and select the network configuration item that you want to view.
Access status data
Press and choose Settings> Status and select the status item that you want to view.
Access phone model information
Press and choose Settings> Model Information.
Access phone call and voice quality information
Press and choose Settings> Status > Call Statistics.
Using the Quality Reporting Tool
Your system administrator may temporarily configure your phone with the Quality Reporting Tool (QRT) to troubleshoot performance problems. You can press QRT to submit information to your system administrator. Depending on 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
Feedback
Immediately report an audio problem on a current call
