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 may 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 Settings button is unresponsive
Your system administrator may have disabled on your phone.
The softkey that you want to use does not appear
One or more of the following factors may 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 may 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.
The phone screen display appears too light or too dark to read
If you accidentally save a very light or very dark phone screen contrast, you may not be able to see the phone screen display. Do the following procedure to adjust the contrast.
For Cisco Unified IP Phones 7961G, 7961G-GE, 7941G, and 7941G-GE:
1. Choose .
2. Press 1, 3 on the keypad.
3. Press until you can see the phone screen display.
4. Press Save.
For Cisco Unified IP Phones 7962G and 7942G:
1. Choose .
2. Press 1, 4 on the keypad.
3. Press until you can see the phone screen display.
4. Press Save.
Viewing Phone Administration 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 > Network Configuration and select the network configuration item that you want to view.
Access status data
Choose > Status and select the status item that you want to view.
Access phone model information
Choose > Model Information.
Access phone call and voice quality information
Choose > Status > Call Statistics.
Access VPN performance information related to the data transmitted and received
Choose> Status > Network 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 or Quality Reporting Tool 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.
on your phone.
until you can see the phone screen display.