Frequently Asked IP Phone Questions 

Answers to Frequently Asked Questions 

Solutions: It Says I Have "Missed Calls" but I Have No Voice Message

Missed calls and Voice Messages are two separate events. You can miss a call and the caller may not leave a voice message.  The IP phone will log the missed call and indicate that on the display panel.  You can view that logged event, see "Viewing or Dialing Missed Calls" above in "Using Your Cisco 79xx IP Phone".  If the call was not from an IP phone the extension cannot be recorded.  

Solutions: No Dial Tone

Disconnect and re-connect the phone line, from either the phone, the wall jack or both.

If the wall jack is accessible, make sure the line cord is securely plugged into the wall jack.

Make sure the line cord is plugged into the correct wall jack.  IP Phones need to be plugged into specific wall jacks that lead to a special type of In-Line Powered switch. You cannot plug then into any data jack and expect them to work. 

Solutions: Cannot Hear Callers

If you have a speakerphone, check for a dial tone using the button "speakerphone" only.  You should be able to hear the dial tone.  If you can hear dial tone on the speakerphone only, then the handset is probably not functioning properly.  Place a Web Page  Telephone Trouble Ticket and fully explain the problem.

Disconnect and reconnect the phone line.

Make sure the volume on your phone is turned up to maximum.

Solutions: Callers Have Trouble Hearing Me

Make sure your mute button is turned off.

Make sure your handset cord is plugged in at both the handset and the phone.

Solutions: How Do I Control the Volume for Current Call/All Calls 

To adjust the volume for the current call:

Press the up or down volume key to increase or decrease the volume of your handset, headset or speakerphone.

To adjust the volume for all calls:

Press the Settings button and then press the Save soft key.

Solutions: How Do I Change the Ring Sound

1. Press the button marked Settings
2. Use the scroll key to scroll to the Ring Type option on the Settings menu.
3. Press the Select soft key to display the list of ring types.

Solutions: I Have Lost Most/All of the Ring Sound Choices

The easiest way to reset your IP Phone is to simply unplug the network connection from the phone, wait a few seconds and plug it back in.  Make sure you plug it back into the same jack that it was previously in.  This usually restores the "standard load" of Ring choices.

Solutions:  Incoming Call Consistently Beeps (modem handshake scream)

This could be a fax call or a modem call. The best solution is to transfer the call to your fax machine and attempt to get a printout of the data being sent to your phone.  You then can contact the sending party.

Solutions: Diverting/Forwarding an Incoming Call To Another Extension On-Campus

To forward all calls to another extension:

1. Press the CFwdAll soft key. You will hear two beeps.
2. Enter the number to which you want to forward all your calls. A flashing right arrow will appear next to your phone number on the LCD to indicate that all calls are being forwarded.

To manually forward all calls to your voicemail:

1. Press the CFwdAll soft key. You will hear two beeps.
2. Press the Messages button.

To cancel forward all calls:

Press the CFwdAll soft key. You will hear two beeps. The flashing arrow will no longer display next to your phone number on the LCD, indicating that forward all calls is not active.

Solutions: Transferring a Call

1. During a call, press the Trnsfer soft key. This places the call on hold.
2. Place a call to another person.
3. When you hear ringing, press Trnsfer again, or when the party answers, announce the call and press Trnsfer.

If the party refuses the call, press the Resume soft key to return to the original call.

Note: If you have a call on Hold and receive a second call on your line, you can't transfer either call.  Cisco states: "This feature works as designed. We will mark as an enhancement and send to Marketing for review and prioritization."
 

Solutions:  Programming Buttons for Speed Dialing

See "Phone Configuration" on the following page.

http://network.boisestate.edu/Telephone/Cisco/ipphoneinfo.htm

Solutions: Message Waiting Light Is Not Lit

You may not have any voice mail messages. Try leaving yourself a voice message longer than 3 seconds.  Wait a few moments and see if your "Message Waiting" light comes on.  You may not have Voice Mail service on your extension, enter a Help Desk call from the Web Page and request voice mail service. To test the "Message Waiting Indicator" you can turn it on by dialing x5779 or turn it off with x5778.

Solutions: Message Waiting Light Is Always Lit

At times the voice messaging system becomes confused.  Simply leave yourself a voice message longer than 3 seconds.  Wait a few moments and then retrieve the voice message.  This should then clear your voice mailbox.  To test the "Message Waiting Indicator" you can turn it on by dialing x5779 or turn it off with x5778.

Solutions: My Voice Mail Password Does Not Work 

Make sure that you did not "finger fault" your password.  If the problem persists, enter a Help Desk call from the Web Page .  Remember, to reset a password there is a charge.

Solutions: How Do I Change My Voice Mail Password

Access your voice mail system, either by dialing x5999 or hitting the "Messages" button on your phone.  Drill down into the system by hitting the following key numbers:

"If you need something else press 0"

"To personalize your mailbox press 4"

"To change your password press 3"

Solutions:  Accessing Voice Mail from Off-Campus

You can access your voice mailbox from any locations by dialing 426-5999. It will first ask you to enter your phone number and then press the # key.  It will then ask you to enter your "pin" followed by the # key.

Solutions: Leaving an Alternate Voice Message "I'm Sick Today..." 

You can leave an alternate greeting on your voice mail, "out sick today", "on vacation and will return..".  After dialing InfoMail, extension 4999:

1. Press 3 for "Greetings"
2. Press 2 for "No Answer Calls" or press 0 then press 5 for the "Extended Absence" greeting.

Note: The "Extended Absence" greeting will not allow a caller to leave a voice message.  

Solutions: I Don't Want to Listen to the Entire Voice Mail Greeting

If you don't wish to listen to an entire voice message greeting, simply press any key on the "Dialing Pad" and begin recording your message. 

Solutions: How Do I Change the Contrast of My Display

1. Press the settings button.
2. Press the Select soft key to select the Contrast option on the Settings menu.
3. Press the up or down soft key to set the desired intensity of the display.
4. Press the OK soft key to save your setting.
5. Press the Exit soft key.

Solutions: How Do I Change My Voice Mail to Give Me the Time/Date of the Message

1. Login to Your Voice Mailbox, by hitting the Messages button on your phone. (Remember, you can access your voice mailbox from any locations by dialing 426-5999). It will first ask you to enter your phone number and then press the # key, or if you are on campus just hit the # key.  It will then ask you to enter your "pin" followed by the # key.
2. Select the following sequence of dial pad keys: 0, 4, 5, and 1. The last key, 1 is the on/off switch that changes how your messages are played back to you. The choice of "Headers" will give you time and date of the message.

Alternatively you can login to your voice mailbox on the web at the following url and change the voicemail configuration: http://uone1.boisestate.edu:280/. Remember, unless you have changed your web login password the default is 1234. 

1. Select "Personalizing Mailbox Preferences".
2. Select "Administer Message Playback".
3. At the "When message are played, I want to hear:" dropdown box, select "Headers and Bodies".  This choice will give you time and date of the message.

Solutions: Can I Get an "Authorization Code" to Protect My Phone

At this time the Cisco IP Phone product line does not support the "Authorization Code" feature.

Solutions: Where Can I Get a Headset for My IP Phone

Telephone Services does not sell or support headphone sets for the IP phones.  The following information is supplied only as an aid to your research, it is not intended to suggest or imply a specific purchase or product.   

http://cisco.getheadsets.com

Solutions: My Phone Doesn't Work or It Says "Opening 132.178.58.10"

Many times after a power interrupt or if the phone system has been reset, your IP phone needs to be rebooted, just like a computer.  Simply unplug the network connection wire from the back of your phone and wait a few seconds.  Plug it back in and it will reboot.  Depending on where you are located on campus this process my take up to 10 minutes.  If the phone does not return to a functional state, please enter a web based request for assistance:

Solutions: How Do I Make an "Ad Hoc Conference Call"

1. When connected to first party, press more then the conf button.  This automatically opens a new line and places the other party on hold.
2. Place a call to another party.
3. When the call connects, press conf again to add this party to the conference call.

Note: you can have 4 total lines in an Ad Hoc Conference Call.

Note: for tips on Conference Calls see the "Using your 7910/7960 IP Phone" found on this page. 

http:network.boisestate.edu     (See Forms-Service Request)