User guides- 4620SW IP Telephone

Telephone Management and Troubleshooting

8

Introduction

The 4600 Series IP Telephones are relatively trouble free. This chapter provides helpful information for:

• Interpreting the different ringer tones you hear.
• Interpreting the 4620’s display symbols.
• Testing your telephone to ensure that it is operating correctly.
• Basic Troubleshooting. This chart provides the most common problems an end user might encounter and suggested resolutions.
• Application-specific troubleshooting. This chart describes problems and solutions specific to a 4620 application (Phone, Speed Dial, Call Log, or Web Access).
• Resetting or power-cycling your phone, when Basic Troubleshooting does not resolve a problem.

Additionally, 4620/4620SW IP Telephone Options describes several status screens to use to troubleshoot certain problems, as requested by your System Administrator. For all other IP Telephone questions or problems, contact your System Administrator.

Interpreting Ringer Tones

As you become more familiar with your IP Telephone, you will recognize the various tones you hear in response to an incoming call or while using the handset. The chart below provides an overview of the tones you hear. Check with your System Administrator to verify if the descriptions are accurate for your system. Ringing Tones accompany an incoming call. Feedback Tones are those which you hear through the handset (receiver) or the speaker.

NOTE:

The PBX, not the telephone, generates these tones, which can differ from this list. This difference is especially true when the PBX is outside the United States.

Interpreting Display Icons

As you become more familiar with your IP Telephone’s display, you will recognize the icons or symbols associated with the state of a call or the state of the phone. This chart provides an overview of the icons you might see. Check with your System Administrator to verify if the descriptions are accurate for your system.

Testing Your Phone

The Test feature allows you to verify that your telephone’s lights and display are operating properly.

Testing the Telephone’s Lights and Display

1. With the telephone idle (on-hook), press and release the Mute button, then press the following numbers on the dialpad: 8 3 7 8 # (which stands for TEST).

The display indicates the self-test has started. If the test is successful, the message “Self test Passed #=end” displays. If the test is not successful, the message “Self test Failed #=end” displays instead.

2. Press # to return to the Phone screen.

If nothing appears on the display and the phone is receiving power, your phone might need to be replaced. Contact your System Administrator for assistance or additional troubleshooting information.

Basic Troubleshooting Chart Troubleshooting 4620 Applications Resetting and Power Cycling the IP Telephone

Reset your IP Telephone when other troubleshooting suggestions do not correct the problem or after being advised to do so by your System Administrator.

CAUTION:

Use a Power Cycle only with the approval of your System Administrator and only when a reset does not resolve the problem. Power cycling might cause stored information such as options and settings to be lost.

Resetting Your Phone

This basic reset procedure can resolve most problems.

1. Press the Mute button.
2. Using the dial pad, press the following keys in sequence: 73738#

The display shows the message “Reset values? * = no # = yes.”

3. Choose one of the following:

If you want to Then

Reset the phone without Press * (asterisk). resetting any assigned

A confirmation tone sounds and the

values

display prompts “Restart phone? * = no # = yes.”

Reset the phone and any Press # (the pound key).

previously assigned The display shows the message (programmed) values “Resetting values.” Your IP Telephone (Use this option only if your resets its programmed values, such as the phone has programmed, IP address, to their default values, and static values) re-establishes the server connection. The

display then prompts “Restart phone? * =

no # = yes.”

4. Press # to restart the phone or * to terminate the restart and restore the phone to its previous state.

NOTE:

Any reset/restart of your phone might take a few minutes.

Power Cycling the Phone

Use the power cycle with your System Administrator’s approval. Use power cycling only if the basic or programmed reset procedure cannot be performed or does not correct the problem:

1. Unplug the phone and plug it back in.

The phone connection is re-established.

2. If power-cycling does not correct the problem, your System Administrator can perform a more severe power cycle by unplugging both the phone and the Ethernet cables.

WARNING:

Because the type of power cycle mentioned in Step 2 involves reprogramming certain values, Step 2 should only be performed by your System Administrator.

Index

Numerics

4600 Series IP Telephones Handsets 7-2 Headsets for 7-1

4620 Applications, Troubleshooting 8-7

4620 IP Telephone 1-2 Logging Off 6-10 Reinstating after log off 6-11 Resetting and Power Cycling 8-8 Telephone Applications 1-9 Telephone Button/Feature Descriptions 1-4 Telephone Options 1-10 , 6-1 Telephone, Using Your 2-1 Troubleshooting 8-1

A

About the Call Log 4-2 Accessing the Options Main Menus 6-2 Adding a Call Log Entry to a Speed Dial Button 4-3 Adding a held call to the current call, during Confer-

ence 2-7 Adding a Speed Dial Button 3-4 Adding a Speed Dial Button for a Website Tele-

phone Number 5-7 Alternate Language, Selecting an 6-20 Application Options 6-3 Application Screens, Navigating 1-7 Authentication, for Web Access 5-2 Automatic Backup Option, Setting the 6-12 Automatic Dialing 2-3

B

Backup File, Retrieving and Restoring Data

from 6-14 Backup/Restore Options 6-11 Backup/Retrieval Status 6-13 Basic Troubleshooting Chart 8-5

C

Call Appearance Width, Setting the 6-6 Call Appearances 2-1 Call Handling Features 2-7 Call Log

About the 4-2 Calling a Party from the 2-5 Deleting a Single Entry 4-5 Deleting All Entries 4-6 Disabling the 4-6 Enabling/Disabling the 6-7 Troubleshooting 8-7 Viewing a 4-2

Call Log Application 1-9 Call Log Application, Using the 4-1 Call Log Entries

Deleting 4-5 Deleting a Single Entry 4-5 Deleting all entries from a log 4-6

Call Log Entry, Adding to a Speed Dial Button 4-3 Call Timers Display, Setting the 6-5 Calling a party from the Call Log 2-5 Calling a party from the Web Access

application 2-6 Changing a Phone/PC Ethernet Interface 6-19 Changing the Display Contrast 6-9 Conference

Adding a held call to the current call 2-7 Adding another party to a call 2-7 Dropping the last person added to the call 2-8

Conference button 1-5 Conference feature 2-7

D

Deleting a Speed Dial Button Label 3-7 Deleting Call Log Entries 4-5 Dialing

Automatic 2-3 Automatically, using an administered Line/Fea-

ture button 2-5 Calling a Party from the Call Log 2-5 Calling a Party from the Web Access application

2-6 Manual 2-2 Redialing 2-3 using a Speed Dial button 2-4

Dialpad, Entering Characters Using the 3-1 Disabling the Call Log 4-6 Display Contrast, Changing the 6-9 Display description 1-4 Display Icons, Interpreting 8-3 Drop button 1-5 Dropping the last person added to the call, during

Conference 2-8

E

Editing During or After Data Entry 3-2 Enabling/Disabling the Call Log 6-7 Entering Characters Using the Dialpad 3-1, 5-6 Entering Data on Speed Dial Screens 3-1 Entering Text on Web Pages 5-4 Ethernet Interface, between phone and PC 6-19 EU24. See Feature Key Expansion Unit 1-6

F

Feature and Telephone Button Descriptions 1-4 Feature Button Labeling 6-17 Feature Key Expansion Unit

About the 1-6

Connection Jack 1-6 File Transfer Protocol. See FTP FTP Options 6-15

H

Handsets and Headsets 7-1

Headset Headset button 1-5 Headset Jack 1-5 Headset LED Indicator 1-5

Hold Placing a call on 2-8 Retrieving a held call 2-8

Hold button 1-5 Hold feature 2-8

I

Icons/Background Colors for Features Adminis

tered on the 4620 Call Server 1-8 Interface Status, Viewing the 6-8 Interpreting Display Icons 8-3 Interpreting Ringer Tones 8-2 Introducing Your 4620 IP Telephone 1-1 IP Address Status, Viewing 6-8

L

Labeling Feature Buttons 6-17 Language, Selecting an Alternate 6-20 Line/Feature buttons 1-4, 1-7 Log Off, Reinstating the Phone after a 6-11 Logging Off the 4620 IP Telephone 6-10 Logging Off the Phone 2-11 Logoff, Reinstating the Phone following 2-11

M

Making Calls 2-2 Manual Dialing 2-2 Message Display Rate, Setting the 6-6 Miscellaneous Status, Viewing 6-9 Mute button 1-5 Mute feature 2-8 Mute LED Indicator 1-5

N

Navigating Application Screens 1-7 Web Pages 5-3

Navigating Web Pages Home Page and Other Standard-Size Web

Pages 5-3 Network Audio Quality, Viewing the 6-10 Numeric (Dialing) Pad 1-6

O

Options Alternate Language 6-20 Automatic Backup 6-12 Backup File retrieval/restore 6-14 Backup/Restore 6-11 Backup/Retrieval Status 6-13 Call Appearance Width 6-6 Call Log Enabling/Disabling 6-7 Call Timers 6-5 Display Contrast 6-9 for applications 6-3 FTP 6-15 Interface Status 6-8 Labeling Feature Buttons 6-17 Message Display Rate 6-6 Miscellaneous Status 6-9 Network Audio Quality 6-10 Password, setting 6-15 Personal Ringing 6-7 Phone Screen on Answer? 6-4 Phone Screen on Calling 6-5 Quality of Service (QoS) Status 6-8 Redial 6-4 Status Screen Viewing 6-8 User ID, setting 6-15 Viewing IP Address Status 6-8 Visual Alerting 6-6

Options button 1-4 Options Main Menus, Accessing the 6-2 Options Screens, Troubleshooting 8-8 Options, for 4620 IP Telephone 1-10

P

Page Right/Left buttons 1-4 Paging indicator 1-4 Password 6-15 PC Ethernet/Phone Interface, Changing 6-19 Personal Ringing Options 6-7 Phone Application 1-9 Phone Application, Troubleshooting the 8-7 Phone Feature buttons 1-7 Phone Screen on Answer? Option 6-4 Phone Screen on Calling? Option 6-5 Phone/Exit button 1-4 Phone/PC Ethernet Interface, Changing 6-19 Placing a call on hold 2-8 Power Cycling the Phone 8-9

Q

Quality of Service (QoS) Status, Viewing 6-8

R

Receiving Calls 2-6 Redial button 1-6 Redial Option, Setting the 6-4 Redialing a party 2-3 Redialing the last number called 2-3 Redialing using a list of the last six numbers called

2-4 Reinstating the Phone After a Log Off 2-11 , 6-11 Resetting and Power Cycling the 4620 IP Tele-

phone 8-8 Resetting Your Phone 8-8 Restoring Data from a Backup File 6-14 Retrieval Status 6-13 Retrieving a held call 2-8 Retrieving a Voice Mail Message 2-10 Retrieving and Restoring Data from a Backup

File 6-14 Ringer Tones, Interpreting 8-2

S

Sending a call to another telephone 2-10 Setting a User ID, Password, and other FTP

Options 6-15 Setting the Automatic Backup Option 6-12 Setting the Call Appearance Width 6-6 Setting the Call Timers Display 6-5 Setting the Message Display Rate 6-6 Setting the Phone Screen on Answer? Option 6-4 Setting the Phone Screen on Calling? Option 6-5 Setting the Redial Option 6-4 Setting Visual Alerting 6-6 Softkeys 1-4, 1-8 Speaker button 1-4 Speaker LED Indicator 1-4 Speakerphone

Changing from the handset or headset to the Speakerphone 2-9 Changing from the Speakerphone to the hand-

set or headset 2-9 Ending a call while the Speaker is active 2-9 Turning the Speaker off during a call 2-9 Turning the Speaker on during a call 2-9

Speakerphone feature 2-8

Speed Dial Application 1-9 Troubleshooting 8-7 Using the 3-1

Speed Dial Button Adding a 3-4 Adding a Call Log Entry to a 4-3 Adding for a Website Telephone Number 5-7 Deleting a Label 3-7 Dialing a party using a 2-4 Updating Label Information 3-5

Speed Dial Screens Editing During or After Entry 3-2 Entering Characters Using the Dialpad 3-1 Entering Data on 3-1

Status Screen Viewing Options 6-8

T

Telephone Button/Feature Descriptions 1-4 Telephone Lights and Display, Testing the 8-4 Telephone Management and Troubleshooting 8-1 Testing Your Phone 8-4 Text, entering 3-1 , 3-2, 5-4 , 5-6 Transfer

Sending a call to another telephone 2-10 Transfer button 1-5 Transfer feature 2-10 Troubleshooting 4620 Applications 8-7 Troubleshooting Chart, Basic 8-5 Troubleshooting, and Telephone Management 8-1

U

Updating Speed Dial Button Label Information 3-5 User ID 6-15 Using the Call Log Application 4-1 Using the Speed Dial Application 3-1 Using the Web Access Application 5-1 Using Your 4620 IP Telephone 2-1

V

Verifying Backup/Retrieval Status 6-13 Viewing a Call Log 4-2 Viewing the Network Audio Quality 6-10 Visual Alerting, Setting 6-6 Voice Mail Message, Retrieving a 2-10 Voice Message Light 1-4 Volume Control buttons 1-5

W

Web Access Application 1-10 Calling a Party from the 2-6 Troubleshooting 8-8 Using the 5-1

Web Access Authentication 5-2

Web Pages Entering Characters Using the Dialpad 5-6 Entering Text on 5-4 Navigating 5-3

Website Telephone Number, Adding a Speed Dial Button for 5-7