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What to do when your office phones stop working

Objective

Use these checks when one or more office phones cannot make or receive calls. You will determine whether the problem affects one phone, your entire office, or the internet connection and collect the information Support needs to assist you.

When to use this

Follow this guide when:

  • A phone displays No Service, Unregistered, or a similar message.
  • A phone has no dial tone.
  • Calls cannot be placed or received.
  • One phone or every phone at your location appears offline.

Do not press a phone's factory-reset button or reset shared network equipment. A factory reset can remove required settings and delay recovery.

Steps

Stage 1 — Determine the problem

  1. Check at least one other phone at the same location.
  2. Note whether the problem affects:
    • One phone
    • Several phones
    • Every phone
  3. Record any message shown on the phone's screen.
  4. Note when the problem started and whether it began after a power outage, internet outage, equipment change, or office move.

Stage 2 — Check power and connections

For one affected phone:

  1. Confirm that the phone's screen is on.
  2. Check that the network cable is firmly connected to the phone's Internet, LAN, or network port.
  3. Check the other end of the cable at the wall jack, network switch, or power adapter.
  4. If the phone uses a separate power adapter, confirm that it is connected securely.
  5. If available, connect the phone using a known-working cable or wall jack.

If the phone has no power, do not move cables in shared network equipment unless your IT administrator instructs you to do so.

Stage 3 — Check the internet connection

If several or all phones are affected:

  1. On a computer connected to the same office network, open a new website.
  2. If the website does not load, check your internet provider's status or contact your internet provider.
  3. Confirm that the office router, firewall, and network switches have power.
  4. If there was a recent power outage, allow several minutes for the internet and phone equipment to reconnect.

Automated Telecom phone service requires a working network connection. An internet or power outage at the office can prevent desk phones from placing or receiving calls.

Stage 4 — Restart one affected phone

If the internet is working and only one phone is affected:

  1. Disconnect the phone's power adapter.
  2. If the phone receives power through its network cable and has no adapter, disconnect the network cable instead.
  3. Wait 15 seconds.
  4. Reconnect the cable.
  5. Allow the phone several minutes to start and reconnect.

Restart only the affected phone. Do not restart a shared router, firewall, modem, or network switch unless your IT administrator or Automated Telecom Support instructs you to do so.

Stage 5 — Use ConnectUC as a temporary calling option

If ConnectUC Mobile is already installed and configured:

  1. Disconnect the mobile phone from office Wi-Fi if the office internet connection is unavailable.
  2. Confirm that cellular data is enabled.
  3. Open ConnectUC Mobile.
  4. Confirm that you are signed in.
  5. Place a test call.

Availability depends on your account configuration and the nature of the outage.

Verification

  1. Confirm that the affected desk phone no longer displays an offline or registration error.
  2. Place an outbound test call.
  3. Call your business number from another phone and confirm that an inbound call reaches the expected destination.
  4. Confirm that both parties can hear each other clearly.

Expected result: The phone can place and receive calls with two-way audio.

Contact Automated Telecom Support

If the phones remain unavailable, contact Automated Telecom Support:

Include:

  • Your company and location
  • Your name and callback number
  • The number of affected phones
  • The approximate time the problem started
  • Any message displayed on the phones
  • Whether computers at the location can access the internet
  • Any recent power, internet, cabling, or equipment changes
  • The troubleshooting steps you completed

Do not send passwords, voicemail PINs, or other private credentials.


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