FAQs and Troubleshooting

Frequently Asked Questions

Q. Why can't I see all the active calls on my phone?

A. When there are more calls than available session buttons on the phone, you can scroll using the

Navigation pad to see them. Calls are sorted from oldest to newest, with the oldest call at the top of the list.

Q. How do I redirect an incoming call when I am on a call?

A. To redirect an incoming (ringing) call while on another call, use the Navigation pad to highlight the incoming call, and then press the Divert softkey. (Otherwise pressing the Divert softkey will redirect the current, active call.)

Q. If I’m on a call, how can I silence the ringing of an incoming call?

A. You can silence the incoming (ringing) call by pressing the Volume button down once, and then let the incoming call go to the target number (voicemail or predetermined number set up the system administrator).

Q. How can I resume a call that is on hold?

A. To resume a call on hold, you can use any of the following methods:

–

–

Press the pulsing green session button.

Press the call session on the phone display (For the Cisco Unified IP Phone 9971 only).

–

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Press the Resume softkey.

Highlight the call by using the Navigation pad and press the Select softkey. Note that pressing the Hold button again does not resume the call.

Q. What is the difference between the buttons on the left and those on the right of the screen?

A. Your phone has feature buttons on the left and call session buttons on the right. Use the feature buttons to access features (such as speed dial) or select a phone line. Use call session buttons to perform call-related tasks, such as making a new call, resuming a held call, or checking your voicemail.

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Q. Why do the softkeys keep changing?

A. Softkeys act on the selected (highlighted) call or menu item only. Which softkeys are displayed depends on the call or item you have selected.

Q. What is the best way to look at calls when I have a shared line or multiple lines?

A. If you have a shared line or multiple lines, it is recommended that you use the All Calls feature to view calls. When you press the All Calls button (on the left), all calls for all your lines are listed on the phone screen in chronological order (oldest first). (If you do not have an All Calls button, ask your system administrator to set up this feature.)

Q. Why does my call disappear after I accidently press a button?

A. If you are on a call and press a button for another line, your line view will change. Your current call disappears from view and calls for the newly selected line are displayed. To redisplay the call you are on, select the line it is on or press All Calls.

Q. How do I check missed calls on my phone?

A. To check missed calls on your phone you must:

1.

Press the Applications button .

2.

Select Call History. (Use the Navigation pad and Select button to scroll and select.)

3.

Press the Missed softkey.

Q. How do I exit from a running application?

A. To exit from a running applications you must:

1.

Press the Applications button .

2.

Select Running Applications. (Use the Navigation pad and Select button to scroll and select.)

3.

Select a running application and press the Close App softkey to close the application.

When prompted, save your changes.

4.

Press the Exit softkey end the running application.

If you do not exit a running application, it will persist in the background.

Q. How do I connect two calls and then drop from the line myself?

A. When you are on an active call (not on hold), do the following:

1.

Press the Transfer button these ways:

and enter the transfer recipient’s phone number in one of

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–

–

Press the session button of a held call.

Enter the transfer recipient’s phone number.

Scroll to a Call History record and press the Call softkey.

–

–

–

Press a speed-dial button.

Press the Speed Dial softkey, enter a speed-dial number or highlight the number you want to call, and press the Speed Dial softkey again.

Press the Active Calls softkey and select a held call. (The transfer completes immediately.)

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FAQs and Troubleshooting

2.

Press the Transfer button again. (You do not have to wait for the recipient to answer to complete the transfer.)

Q. What does the Swap softkey do?

A. The Swap softkey allows you to toggle between two calls before completing the transfer or creating a conference. This allows you to consult privately with the party or parties on each call before combining the calls into a conference.

Q. Can I cancel a conference or transfer procedure after I have started it?

A. Yes, before completing a conference or transfer, you can press the Release button softkey to cancel it.

or Cancel

Q. How can I combine two calls on hold into a single conference call?

A. Make sure that one of the calls is active (not on hold). If both calls are on hold, resume one call, then:

1.

Press the Conference button .

2.

Press the line button for the other (held) call.

The conference begins. (The conference is established on the line that had the active call.)

Troubleshooting Tips

Problem: Hold button does not resume a held call.

When I press the Hold button

Possible Cause to resume a call, nothing happens

This is as designed. The Hold button is not a toggle.

Solution

Use any of the following methods:

– Press the pulsing green session button.

–

–

Press the call session on the phone display (For the Cisco Unified IP Phone 9971 only).

Press the Resume softkey.

Highlight the call by using the Navigation pad and press the Select softkey.

Cisco Unified IP Phone 8961, 9951, and 9971 User Guide for Cisco Unified Communications Manager 7.1(3) (SIP) 115

Problem: Missing the All Calls button.

I would like to use the All Calls button but it is not on my phone.

Possible Cause

It has not been set up by your system administrator.

Solution

Ask your system administrator to enable the All Calls feature for you.

Personal Directory

Problem: Cannot sign in to Personal Directory

You are unable to sign in to your personal directory.

Possible Cause

Your PIN needs to be reset.

You are using your password to sign in, not your personal identification number (PIN).

Solution

See your system administrator.

Use your PIN, not your password.

User Options

Problem: Cannot access User Options web pages

You are unable to access your user options web pages.

Possible Cause

Your password needs to be reset.

Solution

See your system administrator.

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