Common desk phone problems and how to resolve them. If none of these apply, submit an ETS Request for Help at helpdesk.fhda.edu or call the ETS Call Center at (408) 864-8324.
Please don't unplug the phone
Cisco VoIP phones behave like computers on the network. When a phone is disconnected, the telephone system automatically notifies ETS, and staff begin investigating a fault that doesn't exist. If you need a phone moved or unplugged, submit an ETS Request for Help first.
Nobody is calling me, but people say they've tried
Check whether call forwarding is on. This catches people out constantly, because the desk phone label reads backwards from what you'd expect:
- If the bottom of the display reads Forward All, forwarding is OFF. Nothing is wrong.
- If it reads Forward off, forwarding is ON. Press the softkey below Forward off to turn it off.
There is no other indicator that forwarding is active, so it is easy to switch on by accident and not notice.
Also check that Do Not Disturb is not on — with DND active the phone flashes rather than rings and callers go to voicemail. Press the far-right softkey (…) while the phone is idle and select Do Not Disturb to toggle it off.
My computer lost its network connection when the phone was installed
This is expected. Your Cisco desk phone shares the network cable that used to run to your computer:
- The blue cable from the wall goes into the phone.
- A black cable runs from the phone to your computer.
If you have a laptop in your office and no docking station, plug the laptop into the black cable coming from the desk phone. Do not unplug the blue cable from the telephone to use with your laptop.
The data network is configured to prioritize voice traffic over data traffic, so sharing the cable does not degrade your calls.
The phone shows the wrong name, or no name
- If the name shown isn't the name you go by day to day, contact Human Resources to update your preferred name. HR's record feeds the telephone system.
- A phone rename request must come from your supervisor or manager and must include a justification. See Phone Service Requests.
- If you are in an interim position, a TEA, or a student worker, the phone is often not associated with you personally — which is why your name doesn't appear and voicemails don't arrive in your FHDA email. If this needs to change, your manager must submit the request.
The display says "Phone is registering"
This appears briefly after you save a change in the Self Care Portal — ring settings, voicemail notification settings and similar. The phone is receiving the new configuration. Wait a few moments and it will clear on its own.
I'm being asked to log into my Personal Directory again
The phone system periodically reboots to apply updates and upgrades, which signs you out of the Personal Directory. Sign back in with your CWID and your Phone Services PIN — not your voicemail PIN. See Cisco Self Care Portal for the sign-in steps and where to set that PIN.
I can't reach the Self Care Portal
The portal is only reachable from the district network. If you are off campus, connect to the district VPN first, then go to https://cucm-pub.voip.ad.fhda.edu/ucmuser/.
My headset doesn't work with the new phone
Most Poly (Plantronics) headsets work with Cisco VoIP desk phones, though some models require an adapter. Hands-free headsets are not provided with desk phones — departments purchase their own. See Phone Options for purchasing guidance.
My speed dial isn't dialing
- For outside numbers, the entry must be stored with 91 in front of the 10-digit number — for example 916501234567.
- If you created more speed dials than you have buttons, you have to dial them by code: press the code on the keypad, press the softkey below the dots (…), then press the softkey below Speed Dial.
My phone was working and now it's dead
Check that the blue network cable is firmly seated in the wall jack and in the phone, then submit an ETS Request for Help. When you submit it, say whether your computer also lost its network connection — that detail tells ETS whether to look at the phone or at the wall jack.