VoIP FAQ

FAQ Index

    Questings

    What is Voice over IP (VoIP)? 

    VoIP technology enables you to make and receive telephone calls over your LAN connection instead of over a traditional phone line. Your Desk PC and your VoIP phone communicate through the same LAN Cable to your Desk. 

    What is a MAC Address? 

    A Media Access Control address (MAC address) is a unique identifier assigned to your phone. It identifies your phone within the VoIP network. It is a 12 digit number located on the bottom of your phone.

    Things to remember when checking LAN cables. 

    On the bottom of your phone there are two data cables. One cable goes to your PC and the other to your LAN Jack. Your PC transmits data through your phone. If recommended to check your phones cables, be sure to save any needed information on your PC and do a shutdown of your PC before disconnecting or resetting any cable.

    What do I do if I get a “No Service” or “Config IP” or “Registering” message? 

    Reseat the network connection on your phone.  In order to do this, turn the phone over and remove only the network cable that is connected to the port labeled “SW or Network,” then reinsert the cable.  The display on your phone should display signs that it is powering back up.  If that fixes the problem, then no further action is needed.  If you still receive one of the messages above, contact the CMS Helpdesk.

    Why can’t I get dial tone? 

    When you lift the handset, does your display show off hook? 
    NO -  then using your finger, depress the switch hook and release.  Now, does your display show off hook?
     
    NO - Contact CMS Helpdesk and explain you may have a bad switch hook.
     
    YES - move onto the next step.
     
    YES - move on to the next step.
     
    If your display does show off hook, but you hear no dial tone, press your speaker button.  Do you hear audio from your speaker?
     
    NO - Attempt to increases the volume on the phone, otherwise contact CMS Helpdesk and explain that your speaker nor handset have audio.
     
    YES - Disconnect your handset cord and try to reseat.  If this does not fix the issue, contact the CMS Helpdesk and explain that you may have a bad handset or handset cord.

    Why is the display on my phone blank?

    Check to make sure that the phone is properly connected to the network jack.  On the back of the phone, locate the two network cables which should be connected.  One port on the phone is labeled “SW or Network”, this port should be connected to the corporate network.  The second port is labeled “PC port”, this port should be connected to the PC.  Disconnect the port labeled “SW or Network” then reinsert that cable.  Does your Phone still have no display?  If yes, contact CMS Helpdesk and explain that you have no display.

    Why is my speaker not working? 

    When you press the speaker button, does your display show off hook? 
     
    NO - then lift the handset, does it work?
     
    NO - Contact CMS Helpdesk and explain that you have no audio from your speaker or handset.
     
    YES - move onto the next step.
     
    YES - Attempt to increase the volume on your phone, otherwise contact CMS Helpdesk and explain that your speaker has no audio.

    Why doesn’t my phone ring? 

    Make sure your handset is seated and your phone is on hook.  The next step is to press the “+” side of the volume button to increase the audio.  If this does not resolve the issue, contact CMS Helpdesk and explain that your phone does not ring.

    What can I do about the noise on my line? 

    Are you using a headset, if yes pick up the receiver, does the noise stop?
     
    YES - Contact your Supervisor of your Telecom Coordinator for a possible Headset replacement.
     
    NO - Note the exact time, calling, and called number then contact CMS Helpdesk and explain both your headset and receiver have noise on the line.  Provide them the exact time, calling, and called number.
     
    If you are not using a headset, press the speaker button, does the noise stop?
     
    YES - Contact your Supervisor of your Telecom Coordinator for a possible Headset replacement.
     
    NO - Note the exact time, calling, and called number then contact CMS Helpdesk and explain that both your receiver and speaker have noise on the line.  Provide them the exact time, calling, and called number.

    My voice transmission is degraded, breaking up, choppy, missing words, experiencing a delay in response, one way conversation, etc.  What’s wrong? 

    1. Are you using a headset, if yes pick up the receiver, does the noise stop?
    YES - Contact your Supervisor of your Telecom Coordinator for a possible Headset replacement.
    NO -  Note the exact time, calling, and called number then Contact CMS Helpdesk and explain both your headset and receiver have degraded calls.  Provide them the exact time, calling, and called number.
     
    2. If you are not using a headset, press the speaker button, does the noise stop?
    YES - Contact CMS Helpdesk and explain that your handset is causing noise on the line.
    NO -  Note the exact time, calling, and called number then Contact CMS Helpdesk and explain both your receiver and speaker have degraded calls.  Provide them the exact time, calling, and called number.

    Why is my handset not working? 

    1. When you lift the handset does your display show off hook? 
    NO - then lift the handset, and using your finger, depress and release the switch hook, does it display off hook?
    NO - Contact CMS Helpdesk and explain that you may have a bad switch hook.
    YES - move onto the next step.
     
    2. Attempt to increase the volume on the phone, otherwise contact CMS Helpdesk and explain that your handset switch hook is not properly working.

    My caller id is not working on my phone. What’s wrong?

    1. Does your phone send and receive calls properly?
    YES - First note when this happened and if it occurs for all calls, next contact CMS Helpdesk and explain the results.
    NO - Reseat the network connection on your phone.  In order to do this, turn the phone over and remove only the network cable that is connected to the port labeled “SW or Network,” then reinsert the cable.  The display on your phone should display signs that it is powering back up.  If that fixes the problem, then no further action is needed.  If you still do not receive caller ID, contact the CMS helpdesk and explain your results.

    Why is the message light not coming on when I have a new Voicemail message? 

    1. Leave a test voice message, next lift the receiver and observe, do you see a light above the switch hook?
    NO - Contact CMS helpdesk and explain that your MWI light is not working properly.
    YES - Make sure your handset light is not obstructed in anyway, then if the problem is still present, contact CMS helpdesk and explain that your MWI light is not working properly.

    What do I do if my IP phone appears “dead”? 

    Check to make sure that the phone is properly connected to the network jack.  On the back of the phone, locate the two network cables which should be connected.  One port on the phone is labeled “SW or Network”, this port should be connected to the corporate network.  The second port is labeled “PC port”, this port should be connected to the PC.  Disconnect the port labeled “SW or Network,” then reinsert that cable.  Is your phone still dead?  If yes contact CMS Customer Service Center and explain that your phone has no display.

    What do I do if I receive the “Network Disconnected” message? 

    Reseat the network connection on your phone.  In order to do this, turn the phone over and remove only the network cable that is connected to the port labeled “SW or Network” then reinsert the cable.  The display on your phone should display signs that it is powering back up.  If that fixes the problem, then no further action is needed.  If you still receive one of the messages above, contact the CMS Helpdesk.

    What documentation is available for the phone? 

    Each user should have received an End User Training Handout during training sessions.

    How do I access voice mail from the outside? 

    To access your voicemail remotely, call your voicemail number 217-558-7045:
    • Enter your ID (your 10 digit telephone number)
    • Enter your PIN