Faculty & Staff Troubleshooting Tips

Listed below are common troubles and their respective troubleshooting tip. Most problems can be resolved by simply following the supplied solutions. 

Please also check the user guide for your phone for information on how to use key features of your phone.

If the steps do not resolve your trouble please follow up with the ITS Support Center or your Telecom Coordinator to have a technician assist you.

No Dial Tone (NDT)
  • Analog (fax, modem, 8009, 8314):
    Verify phone set is plugged in to the correct jack. Check ALL cords (handset to phone and phone to jack).

  • Digital (2008, 2616, 3903, 3904): Verify phone set is plugged in to the correct jack. If the phone has been unplugged for an extended period of time, it will disable. The set will need to be enabled by the PBX System Administrator. Check ALL cords (handset to phone and phone to jack).
Not receiving calls
  • Phone set may have been forwarded.
    • Analog sets will have a broken dial tone to signify phone is forwarded. To cancel forward lift the handset and dial *03.
    • Digital sets have a Forward key. If the indicator next to the Forward key is lit, the phone has been forwarded. Press Forward key to cancel the forwarding. The indicator will turn off.
Light flashes when receiving calls, but does not ring OR Line rings, but should only flash (Digital sets)
  • Analog: Check volume control on side of telephone set. If you can see the "0", the volume has been turned off.
  • Digital: Line may be programmed to flash instead of ring.
  • Line may be programmed to ring instead of flash.
Phone does not forward to voice mail
  • Phone set may not be programmed to forward to voice mail.
Phone ringing too many or too few times before forwarding
  • There are three different ring cycles: 5 rings, 4 rings, 2 rings
Receiving messages, but no message indicator
  • Verify transfer is being used correctly.
    • Analog (8009, 8314): Link key is used to transfer calls.
    • Digital (2008, 2616, 3903, 3904): Verify location of Transfer key. The key cap may be in the wrong location.
Unable to make a long distance or international call
  • Phone set may not be programmed to make this type of call.