Knowledgebase: Telephones
Debugging Telephone Problems
Posted by David King on 22 December 2009 03:22 PM

If your telephone does not seem to be working properly, please use the following guide to diagnose the problem before contacting technology services for assistance.

No Network Connectivity

Symptom: The message "Link is down" is in the upper left-hand corner of the telephone screen.

Explanation: The telephones on campus use Voice over Internet Protocol (VoIP) technology to function, and as such require a connection to the Houghton network. This is typically through an ethernet cable - these will typically have either a yellow of black exterior, and the jacks will appear similar to telephone cord jacks, but larger and wider. Most likely this is caused by the ethernet cord being disconnected.

Solution:

  1. Look on the underside of the telephone - there should be two ethernet jacks. The outermost will have the phrase "LAN" written below it.
  2. Check to ensure that the cable leading to that jack is firmly in place, and not loose at all.
  3. Follow that cable to the opposite end, and check that the cable is firmly plugged into an ethernet port embedded into the wall.
  4. Ensure that the connection between the telephone, the cable, and the wall is not broken at any point, and check the telephone again. If the message has disappeared, the problem has been resolved. Otherwise, please contact Helpdesk and we will give further assistance.



Cannot Receive Incoming Calls

Symptoms:Telephone does not appear to react, even when there is definately someone calling you (if you are unsure if this is happening, try calling your office from a cell phone, or having someone else call your office).

Explanation: The Smart Phones we use on campus have a variety of settings, a number of which can be switched causing the telephone to not receive calls. These settings are easy to reverse however - below are some of the settings that might be switched, and how to correct them.

Solution 1: The Telephone is set to forward calls to another number. You can tell if the telephone is on this setting if the icon besides your telephone extension on the right of the telephone display is an animated arrow moving up, then down.

  1. First, click the button below the screen that corresponds with the "Fwd" option. It should be the middle button, but that may vary from telephone to telephone. 
  2. Using the arrow keys on the right hand side of the telephone, navigate to the extension currently set to forward.
  3. Press the button beneath the display that corresponds with "Select." This should be the right-most button, but again, this may vary.
  4. Press the button corresponding with "Disable." This should be the middle button.
 


Solution 2: The telephone is set to Do Not Disturb. The telephone display will say Do Not Disturb in the upper-left hand corner, and the line that is disallowed from ringing will have an X next to it.

  1. Press the Do Not Disturb button on the right-hand side of the telephone.
  2. Using the arrow keys on the right-hand side of the telephone, navigate to the extension set to Do Not Distrub.
  3. Press the button corresponding with "Select."
  4. Press the button corresponding with "Disable."
 


Solution 3: The telephone is set to Silent Ring. In this case, there will be no outwardly obvious signs. However, if you notice that you are still receiving calls, and but no sound emits from the telephone, this may be the problem.

  1. Press the Menu button on the left hand side of the telephone.
  2. Using the arrow buttons on the right-hand side of the telephone, and the button corresponding to the "Select" option to navigate through the following menus:
  3. Select option 3. Settings.
  4. Select option 1. Basic
  5. Select option 3. Ring Type.
  6. Select the extension of the ring type you wish to change.
  7. Select the appropriate ring type. The current ring tone will have a small x in the box next to it. If the first option, Silent Ring, has the x, the telephone was in silent mode. There are a variety of ringtones to choose from - all of them make noise except for the first option, Silent Ring.
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