Troubleshooting guide

Hardware
53
Phones
General Phone Issues
Note: IP phone troubleshooting tips also apply to the 5540 IP Console.
Table 15: General Phone Troubleshooting
Phone Symptom Probable Cause Corrective Action
Any No calls are being
received.
Programming error. Check the
• programming to make sure the
calls are not forwarded or
rerouted elsewhere automatically
by the system.
• Class of Service Options
Assignment to make sure the
programming allows incoming
calls.
Any Dial Tone at the set but
user is unable to make
calls
Programming in Class of
Service or Class of
Restriction forms are
preventing calls
Check the following:
• Establish if the extension being
used is the one assigned to the
user.
• Establish the type of calls the
user is trying to make.
• Check the programming on the
system for that extension. Look at
the Class of Service and Class of
Restriction Assignment in
particular
• Check to see if the number dialed
is using a route list or plan. If it is
then check the Class of
Restriction of the routes in the
route list or plan.
Note: Before you change Class of
Restriction to enable chargeable
calls make sure that you have the
authorization of the customer.
Tip: Use the SMDR records to assist
you.
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