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Troubleshooting Common Telecommunications Issues

This article contains information on troubleshooting common issues with
University telecommunications systems. If you are experiencing an issue
with your phone or voicemail, please try to locate the symptoms of your
problem in the table of contents below, navigate to that section, and follow the steps to resolve your issue.
If the problem persists, please
contact support.

Phone Issues

Phone Display Is Blank

  1. Ensure that the Ethernet cable connected to the phone is properly
    inserted into the LAN port on the phone's back- or under-side
    and that the other end of the cable is connected to an Ethernet
    jack in the wall of your office.
  2. Visually confirm, if possible, that the Ethernet cable is not
    physically damaged or broken in any way.
  3. If the cable looks secure and in good condition, disconnect
    one end of the cable, wait approximately five seconds,
    and reattach the cable.
  4. Repeat step 3 for the other end of the Ethernet cable.

Phone Display Asks for Login and Password

Follow the steps in the
"SIP Server Not Found" section.

Phone Display Says "SIP Server Not Found"

  1. Leave the phone plugged in. It will automatically connect once the issue is resolved
  2. Contact the Technology Information Center
    informing them of the issue
  3. Provide your phone's 4-digit extension and MAC address
    • A phone's MAC address can typically be found on the back or underside
      of the phone and starts with the characters 0060B9

The issue may not be resolved immediately upon contacting the TIC. Please wait patiently for the phone to
automatically reconnect.

Phone Display Says "HANG UP!!" and Has No Dial Tone

  1. Make sure the phone's handset is placed properly in handset
    cradle
  2. Press the
    soft key
    labeled HDSET

Phone Does Not Display Correct Name or Cannot Access Voicemail

Information like a phone's Display Name or an available voice mailbox
is based on correct user information in our directory database. Often times new
staff or faculty do not have their correct phone extension listed. UIS will be unable
to troubleshoot these issues until the information is correct.

Please review your account information by following these steps:

  1. Log into myAccount
  2. Select Account Settings from the left-side menu
  3. Select the User Information tab
  4. Update any relevant personal or employee information
    • Be sure to update your Office Phone number
  5. Submit the request when finished
    • Phone information, once verified, should be updated within 1-2 business days.

Note: Many changes requested through this system will not take effect
automatically, as information must be reviewed and updated by different departments.

Voicemail Issues

Forgot Security Code

See our article on
resetting your security code.

Voicemail Does Not Answer After 4 Rings or Caller Receives Busy Tone Instead of My Voicemail

This issue is caused by incorrect forwarding settings on your phone.
Instead of voicemail "answering" a call, your phone must forward a caller
to the voicemail system if you are busy or not available.

Please see the
call forwarding section
of the
Using Your NEC Office Phone
knowledgebase article for information on how to set call forwarding.

No Confirmation Message When Forwarding Voice Message

A bug has been identified in a recent update to the voicemail server causing the confirmation message that should play after a message is forwarded to not play. The message still gets forwarded correctly, but the user forwarding the message does not receive any confirmation.

There is currently no work-around through the telephone for this issue. Instead, user's are encouraged
to use the
Web PhoneManager
to forward voice messages if the stated error is an inconvenience.

Reply Messages Get Discarded Instead Of Sending

A bug has been identified in a recent update to the voicemail server that prevents users from sending messages in reply to a message left for him/her. When prompted to send the message, the system asks the user to press star (*); however, pressing star (*) actually cancels the reply action and discards the message.

Update: Some users have reported that the message may still be sent but verification isn't possible without confirmation from the user for which a message was left.

To work around this problem, do not use the voicemail system's reply feature through the phone.
Instead, call the user back directly or use the reply feature from the
Web PhoneManager.

Questions? Comments?

Contact Support


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