Telephone Troubleshooting Guide


 

The following are a list of problems you may encounter:

 

Dead Phone / No lights, No dialtone

·        Check to make sure your phone is plugged in to the correct jack. If it is plugged it is possible there is a problem with the wiring or you are using a phone that has been disconnected. Please report the problem and we will resolve the issue as soon as possible.

Report a Problem

 

Phone Locked Up / Lights work but no dialtone and buttons don’t work.

·        This problem is usually associated with VoIP phones. You can resolve this problem by rebooting your VoIP phone as follows:

1.      Log off your PC (if your phone and PC are connected).

2.      Unplug the upper cord from the back of your phone and plug it back in.

3.      Wait for the phone to boot up.

4.      Log back onto your PC.

5.      Test Phone.

·        If this problem occurs please report the problem even if you were able to resolve it yourself; we are tracking this problem in order to find a permanent solution.

Report a Problem

 

Audio Problem / Static

·        Static can be caused by electromagnetic interference. If your phone is located near a transformer, microwave oven, electric heater or other such appliance this could be the cause. Moisture can also cause static.

·        You may also need a new handset and/or handset (curly) cord. Try wiggling the cord while on a call. If you hear static while wiggling the cord you need a new handset cord.

Report a Problem

 

Audio Problem / Choppy Audio; Voice is broken up on a call or voicemail.

·        This is usually associated with a VoIP phone and can be caused by network congestion and/or incorrect network settings. An inferior phone cord can also play a part. Please report this problem to Telecommunications so we can investigate. In some cases rebooting your phone can resolve this problem (VoIP phones only). Here’s how:

1.      Log off your PC (if your phone and PC are connected).

2.      Unplug the upper cord from the back of your phone and plug it back in.

3.      Wait for the phone to boot up.

4.      Log back onto your PC.

5.      Test Phone.

·        If this problem occurs please report the problem even if you were able to resolve it yourself; we are tracking this problem in order to find a permanent solution.

Report a Problem

 

During a SpeakerPhone conversation the other party can’t hear you.

·        Check to be sure your phone has a two-way speaker. Some of the phone models in use at the colleges have a “listen-only” speaker. To find out what kind of phone you have use the User Guide finder.

 

Phone is Logged Out

·        If your phone is logged out you will see a “Log in” or “Authentication Error” notice on your screen.

·        To Log in enter your 4-digit Extension

·        Then enter the phone logon password for your campus.

·        If you don’t know the password contact us.

Report a Problem

 

Transfer “Complete” button doesn’t appear on VoIP phone when Transferring

·        In some cases the “Complete” button doesn’t appear during a transfer. This is a bug with the VoIP phones that we’re aware of. The solution is to press the “OK” button instead of waiting for the “Complete” button to appear.

Report a Problem

 

 

The Voicemail System doesn’t recognize my Extension.

·        Your extension may not be setup.

Report a Problem

 

The Voicemail System doesn’t recognize my PIN or Password.

·        You may be locked out due to too many incorrect password entries.

Report a Problem

 

Can’t Dial Long Distance Numbers

·        Do you have a valid LD or SCAN code? If you are dialing International you need a special international LD code.

·        If you know you have a valid LD or SCAN code be sure that you are dialing correctly. Check the dialing procedures for your location below:

o   SCCC, SVI, Wood Construction, NSCC Main Campus

o   8+10-digit-number+LDcode

o   SSCC, Georgetown, New Holly, NSCC OCEE

o   9+1+10-digit-number+LDcode

 

Note:

·        When Faxing Long Distance you need to enter a “Pause” after the phone number at SSCC, Georgetown, NSCC as follows:

o   8+10-digit-number+PAUSE+LDcode

o   OR

o   9+1+10-digit-number+PAUSE+LDcode

o   In some cases, on certain fax machines 2 pauses are needed.

o   When programming long distance speed dial buttons on your fax machines be sure to also include a pause after the initial 8 or 9 in the dialstring as well as after the number.

 

Report a Problem

 

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