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. 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. Use the Report a Problem with a Campus Telephone form on the Office Phones service page to report 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 Helpdesk. Please wait patiently for the phone to automatically reconnect.

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

Quick solution:

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

If that doesn't work, do the following:

  1. Unplug the Ethernet cable on the back of the phone to power it off (LAN Port)
  2. Leave it unplugged for at least 20-30 seconds.
  3. Plug it back in to the LAN port (left jack).
  4. The phone will start up.
  5. The HDSET (Headset) button light should be illuminated if it is a hard key, it won't be illuminated if it is a soft key.
  6. There will be between 10-30 seconds to press the HDSET (Headset) button before the line locks.
  7. Repeated pressing may be needed until you hear dial tone, or see HANG UP again.
  8. Make test calls to voicemail (ext 3000) and a cell phone to prove the phone works normally again.

If following these steps still doesn't fix the problem, use the Report a Problem with a Campus Telephone form on the Office Phones service page to report the issue.

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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Article ID: 134385
Tue 7/13/21 8:10 AM
Fri 8/26/22 2:49 PM