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,
If I’m on a call, how can I silence the ringing of an incoming
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
Press the pulsing green session button.
Press the call session on the phone display (for the Cisco
Unified IP Phone 9971 only).
Highlight the call by using the
Navigation pad and press Select button.
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
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
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:
Navigation pad and
Select button to scroll and select Running Applications.
Select a running application and press Close App to close the
When prompted, save your changes.
Press Exit end the running application.
If you do not exit a running application, it continues to run in the
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
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
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.
Press Transfer again. You do not
have to wait for the recipient to answer to complete the transfer.
What does the Swap softkey do?
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
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
Make sure that one of the calls is active (not on
hold). If both calls are on hold, resume one call, and then:
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
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
How can I keep my Cisco Unified Video Camera secure to prevent
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
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
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
What do the different light colors on my Cisco Unified Video
The colors indicate video transmission states as
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
Why does my phone not work ("wake up"), when it worked
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.
Missing Alert Calls Button
I would like to use the Alert Calls button but it is not on my phone.
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.
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.
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.