VoIP Phone Troubleshooting Guide

VoIP Phone Does Not Work

1. Check Network Connection:
   • Ensure the VoIP phone is connected to the network via an Ethernet cable or Wi-Fi (if applicable). Verify the cable is securely plugged into the phone and the network jack or router/switch.
   • Plug a different, known-working VoIP phone into the same network jack. If the second phone does not register or function, the issue may be with the network jack, port, or configuration. Report to CU Telecommunications email TelecomServices-L@clemson.edu.
   • If the second phone works, the issue is likely with the original phone or its configuration.
2. Check Power Supply:
   • Verify the phone is powered (via Power over Ethernet [PoE] or an AC adapter). If using an AC adapter, ensure it’s plugged into a working electrical outlet.
   • If the phone still does not power on, try a different Ethernet cable (if PoE) or AC adapter. If the issue persists, report to CU Telecommunications email TelecomServices-L@clemson.edu.
3. Test Ethernet Cable:
   • Replace the Ethernet cable connecting the phone to the network jack or router/switch with a known-working cable. If the phone registers and functions, the original cable is faulty. Administrative departments should report to CU Telecommunications to request a replacement Ethernet cable.

VoIP Phone Does Not Ring

1. Check Ringer Settings:
   • Verify the ringer volume is set to an audible level (e.g., “high”) using the phone’s menu or physical volume controls.
   • If the ringer is on but the phone still does not ring, ensure the phone is registered with the VoIP server. Check the phone’s display for error messages (e.g., “Not Registered”).
   • If the issue persists, or settings are inaccessible, report to CU Telecommunications at email TelecomServices-L@clemson.edu.

Can’t Be Heard or Can’t Hear Caller

1. Check Handset/Headset Connection:
   • Ensure the handset or headset is securely plugged into the correct port on the VoIP phone.
   • Replace the handset or headset cord with a known-working one. If the issue resolves, the original cord is faulty. Report to CU Telecommunications email TelecomServices-L@clemson.edu to request a replacement cord.
   • If using a headset, verify it is compatible with the VoIP phone model.
2. Check Network Quality:
   • Poor audio quality may indicate network issues (e.g., jitter or packet loss). Test with a different VoIP phone on the same network jack. If the issue persists, report to CU Telecommunications email TelecomServices-L@clemson.edu for network diagnostics.

Static or Poor Audio Quality

1. Check Network Connection:
   • Plug a different, known-working VoIP phone into the same network jack. If static persists, the issue may be with the network jack or VoIP server configuration. Report to CU Telecommunications email TelecomServices-L@clemson.edu.
   • If the second phone has clear audio, the issue is with the original phone.
2. Inspect Cables and Accessories:
   • Replace the Ethernet cable and handset/headset cord with known-working ones.
   • If using a headset with a cord detangler or adapter, remove it and test directly. If the issue resolves, replace the faulty accessory.

Speakerphone Does Not Work

1. Check Power Supply:
   • Ensure the VoIP phone is receiving power (via PoE or AC adapter). Verify the adapter is plugged into a working electrical outlet or that the PoE switch is functioning.
   • If the speakerphone still does not work, report to CU Telecommunications at email TelecomServices-L@clemson.edu.

Add-On Module (e.g., Expansion Module) Does Not Light Up

1. Verify the VoIP phone or module is powered via PoE or an AC adapter. Ensure the adapter is securely plugged into a working electrical outlet.
2. If using PoE, ensure the switch supports sufficient power for the phone and module.
3. If the issue persists, report to CU Telecommunications email TelecomServices-L@clemson.edu.

Can’t Hear on Headset

1. Check Headset Compatibility:
   • Verify the headset is compatible with the VoIP phone model. Check the phone’s manual or settings for supported headsets.
2. Check Power and Connections:
   • If the headset is wireless, replace or recharge the batteries. For wired headsets, ensure the cord is securely connected.
   • Test with a different, known-working headset. If the issue resolves, the original headset is faulty.
   • If the issue persists, report to CU Telecommunications at email TelecomServices-L@clemson.edu.

General Reset for VoIP Phone Issues

1. Restart the Phone:
   • Unplug the Ethernet cable (and AC adapter, if applicable) from the VoIP phone for 60 seconds, then reconnect. This resets the phone’s connection to the network and VoIP server.
   • If the phone does not register or function after restarting, perform the tests outlined above.
2. Check Network Configuration:
   • Ensure the phone is assigned the correct VLAN or IP settings (if manually configured). For most VoIP systems, this is automatic via DHCP. If issues persist, contact CU Telecommunications for assistance.

Notes

• Always report persistent issues to CU Telecommunications at email TelecomServices-L@clemson.edu for professional diagnosis and repair.
• If you suspect a configuration issue (e.g., phone not registering with the VoIP server), provide the phone’s MAC address when reporting to CU Telecommunications.