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Help and FAQs

Josh Beck
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Help and FAQs

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1 >> I forgot my voicemail password. What do I do?

2 >> How do I receive a wav file email notification of my voice messages?

  • The NGTS voicemail system gives you the option to listen to your messages by phone or email. Must be approved and see your department's telecom coordinator to review the policy prior to request.

3 >> My Cisco VOIP phone was just installed. What do I need to know?

  • Once the phone is replaced, check your voicemail. Someone might have left a message while your new phone was being installed. You can download the user guide, reference card, or tip sheet for your Cisco VOIP phone: 
  • Click to learn more: 6945, 8945, 9951, 7937, 7925 
  • Take training on your specific model at http://supportandtraining.com/ - 

    Login Username: demouser
    Login Password: demouser!

4 >> Why is the voice mail from a different person than what is shown in my email notification?

  • The person leaving the voice mail could be calling from another phone, a caller id block is on, and/or the person could be calling on a phone with the number as a 2nd line appearance.

5 >> Why is the screen on my Cisco VOIP phone off?

  • To conserve energy, Cisco phones are programmed to "sleep" from 6:00 p.m. to 7:30 a.m., Monday through Friday, and all day Saturday and Sunday. You can "wake" your phone by pressing the display button, which will be lit green. The phone goes back to sleep after an hour of inactivity. *depending on specific phone model and configuration

6 >> How do I get help with my Cisco VOIP phone?

  • The Equipment User Guides are posted in .pdf format on the Cisco VOIP page. For support, send a request and enter Request Category: Desk IP Phone Feature
  • You can also call your department's Telecom coordinator. 
  • Telephone services are monitored 24x7 for performance and component failures. Systems personnel are alerted to failures and will respond to alerts.

7 >> Where can I get documentation for my Cisco VOIP phone?

  • You can download the user guide, reference card, or tip sheet for your Cisco VOIP phone. Equipment User Guides

8 >> Can I use my phone during a power outage?

  • No. Your Cisco VoIP phone is powered by a Power over Ethernet (PoE) data switch, the same switch that supports your data network connection. In the event of a power outage, the data switch gets temporary power from an Uninterruptible Power Supply (UPS) that usually runs for approximately 15 to 20 minutes so that you can shut down your PC. *check with IT to know the power backup supply details at your site

9 >> Why is the envelope icon flashing next to my manager's line on my phone?

  • A flashing envelope icon next to a telephone line indicates that there is a new voicemail message for that line. The phone's red message waiting light, however, lights only when there are new voicemail messages for the primary telephone number (typically your telephone number) associated with the phone.

10 >> How is Caller ID set up on my Cisco VOIP phone?

  • The default Caller ID setting for your Cisco phone is unblocked. This means that anyone you call will see your telephone number on his/her telephone display. On a call-by-call basis, you can prevent the Caller ID from being seen by dialing *67 followed by the number you are calling.

11 >> What is the SoftPhone?

  • Use the Cisco SoftPhone (Cisco Unified Personal Communicator) to place and receive calls on your Mac or PC. Send a request on a SoftPhone.

12 >> I have a new phone to install and needs to be programmed to a person?

  • Ensure your site's telephone numbers have been ported to NGTS Solution and please submit a request with the 11 digit telephone number, phone model (example: 9971 or 8961) and the MAC (Media Access Control) address (example: 01:23:45:67:89:ab).

13 >> What is the process for requesting a new line (number) to be activated?

  • A TAW will need submitted and a TSR will need submitted and approved as well. Once we have all the necessary information we will order the new DIDs and enter them into our database and submit the TAW with new DIDs listed to our build team.  You will also get a copy of the scrubbed TAW listing the DIDs you will be getting.  We will also need a CRD (Customer Request Date) you want those lines turned up.

14 >> My phone has 2 lines, can I see in the Call History to what the number is calling which line?

  • Press the call history in applications and press the select the call you missed and press the details soft key.

15 >> My Cisco VOIP phone was just installed but not registering. How to troubleshoot?

 Phone Not Registering : How to troubleshoot?

    1. Find the CUCM of the phone
      • Log in
    • Navigate to Device > Phones
      • Search the phone by MAC or Number
      • Note the status of the phone
        1. Unknown = Not Registered ever or a long time since the unreg event
        2. Unregistered = Registered recently and just went down
        3. Partial Registered = Means some of the lines on the SIP phone have registered. Phone will work but not have all its line appearances
      • Verify the MAC on this phone matches the phone the user has
      • Verify the model of the phone matches on the server

 

    • On the physical phone
      • Make sure the cable is plugged into the correct spot.
        • Middle of the three on the back - 10/100/1000 Network
        • Teleworkers need to make sure the correct port on the router is being used too. Port 0
      • If the phone displays "Configuring IP"
        1. Try unplugging and plugging it back in. Aka. Power Cycle It
        2. Try another port and see if the phone registers there
          • If it registers on another port move it back to the original and see if it registers.
          • If not you will need to dispatch onsite support  to check cabling and get Switchname and trace cable to the port so you can check the settings.
        • Sometimes deleting the ITL file and factory resetting the phone helps for new installs by removing old security caches.
      • If the phone has no power/no lights
        1. See if the phone registers at another port
        2. If so the wall port or cabling has an issue
        3. If not then the phone is defective and needs RMA'd
        4. For Teleworkers verify the power cable
    • On the switch
      • You will most likely need a tech to give you the port and switchname
        1. There are other ways to find it using NDC or checking another phones webpage at the site/floor.
      • Run the command sh run int gig #/#
        1. Verify the voice vlan for this interface
        2. Run sh vlan to see what should be configured
      • Run sh ip int br  to see the status of the port
        1. Admin Down means you need to turn it up manually
        2. Down Down means it doesn't see a device or you need to bounce the port
        3. Up Up means the port is good and sees a device
      • Run sh auth int gig #/#  to find out what is connected and the authentication status of the device and the switchport
        1. Auth Success means the device is seen and authenticated
        2. Auth Fail means you should verify the whitelist
        3. Running means the
        4. Nothing means it doesn't see the device. Maybe a cable issue.
        5. Example Output

SWITCH#sh auth int fa0/12

Client list:

Interface  MAC Address     Method   Domain   Status         Session Ids

Fa0/12     80c1.6eea.3346  dot1x    DATA     Authz Success  9FBC847E00004ECC4E4B95D4

Fa0/12     0064.40b4.58fb  mab      VOICE    Authz Success  9FBC847E00004ECD4E4B96B7

    • If the phone does not register you may need to RMA the phone or try a new port.
      1. Compare running config on the interfaces
    • If you have the switchname but no port run the following commands to find your phones port on the switch.
      1. sh mac address-table | i LAST4MAC
      2. sh log | i LAST4MAC
      3. sh ip arp | i LAST4MAC
  • Verify the mac is on the whitelist in the right region.
      1. Always verify whitelist. Most phones are in the wrong region or not present at all.
      2. Data can add phones directly into the ACS Server
      3. Voice can use MAM to add phones to the update list. If there are no updates with a higher priority than the mac usually changes pretty quickly.
    • If the phone is stuck at configuring IP check to see if it is getting an IP Address from the DHCP Pool
      1. Sh auth sess int gig0/0
      2. See if it is getting an IP

Interface:  GigabitEthernet0/12

MAC Address:  0017.5a75.669d

IP Address:  10.190.17.30

User-Name:  00-17-5A-75-66-9D

Status:  Authz Success

Domain:  VOICE

    • If the device is not getting an IP check another phone in the same VLAN.
      1. Use the IP to find the subnet and see how many addresses are available
      2. The pool might be exhausted
      3. Engage the DDI Team.
      4. You can also release an IP from the old phone or another phone in the office. Like a break room phone.
    • If the switch has another vlan which includes a new subnet you may have potential free IPs
      • Change the port to that vlan
        1. conf t
        2. int fa0/12
        3. switchport voice vlan 802
        4. Reboot the phone
    • If all fails and the phones still does not come up then RMA the phone as a defective device

related article(s):

How to get help https://ngts.zendesk.com/hc/en-us/articles/201230753-Troubleshooting-Tips-Help

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