Desk phone support (staff)

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Desk phone support (staff)

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Desk phone support (staff)

Find out how to troubleshoot common desk phone problems. You'll find step-by-step guides to help you solve problems yourself, and links to more help in case you need it.

For voicemail troubleshooting, see using voicemail on a desk phone. For instructions on setting up and using a desk phone, see the using your desk phone page.

My phone displays a blank screen and there's no dial tone

Check the connections

Use the diagram and legend below to make sure the phone is connected correctly.

Legend

DC adaptor port (DC48V) for phones not provided with inline power
AC‐to‐DC power supply
AC power cord
Network port for connecting to the network (required)
Access port for connecting phone to your computer
Handset port (required)
Headset port
Foot stand button

A diagram showing the underside of a desk phone with number labels matching the legend below, and arrows indicating the power port, data wall point, and headset port.

Check the power

Check the wall point and power connector (where applicable) are plugged in at the wall and in the power point.

Reset the phone

If there's a power plug, disconnect and reconnect it (see point 1 in the image above). If there's no power plug (because the building is Power over Ethernet), disconnect the wall connected UTP cable and reconnect it (see point 4 in the image above).

Check for network problems

Check if other phones in the area are also out of order. If there are, there may be a power outage or network problem in the building.

Test the power pack

Try another power pack on the phone, and try your power pack in another powerpoint.

Try a different handset

Connect another handset to the same data wall port.

If your computer is connected to the internet through your phone, powering off or unplugging your IP phone may cause you to lose network connectivity to your computer.

My phone fails to ring

If your phone is going straight to voicemail without ringing, try these fixes.

Turn off Do Not Disturb

If the display shows Do Not Disturb is active, tap the DND button to deactivate.

A desk phone screen showing the words ‘Do Not Disturb is active’

Turn off call forwarding

If the display shows Forwarded to xxxxx, tap the CFwdALL button to cancel it.

A desk phone screen showing the words ‘Forwarded to 29998’

Turn up the volume

Increase the ringer volume by pressing + on the volume button while the handset is on the hook.

Check the IP phone extension

Check the IP phone extension number. Someone else may have logged in with extension mobility and caused the extension to change. If this has happened, log them out.
Check that the IP phone extension number is not in a ‘native state’. If the phone display reads 829999 instead of your extension, you might need to request a support person reconfigure your phone.

A desk phone screen showing the words ‘Native 829999’, and the number ‘829999’ as the phone’s extension.

Reset the phone

If there's a power plug, disconnect and reconnect it.

If there's no power plug (because the building is Power over Ethernet), disconnect the blue wall connected UTP cable and reconnect it.

The voice line quality is crackly

Try unplugging the power to the handset or headset, then plugging it back in.

I can't dial out using my IP phone

Check if there's a dial tone, and make sure the number being dialled is valid.
Check that the IP phone extension number is not in a ‘native state’. If the phone display reads 829999 instead of your extension, you might need to request a support person reconfigure your phone.

A desk phone screen showing the words ‘Native 829999’, and the number ‘829999’ as the phone’s extension.

Check if other phones in the area are also out of order. If they are, there may be a power outage or network problem in the building.

My phone doesn't work with my headset

Check that the headset button is lit.
Make sure the headset is connected to the headset connector.
On the back of the handset is a connection with a pictured headset.
Try another headset if one is available.

Your headset might have an old analogue connector and not the IP phone compliant connector. Depending on the type of headset, you may be able to request an upgraded connector from myServices.

My phone only has one-way communication

Make sure the mute button has not been pressed by mistake.

Phone display screen examples

Example 1

A fully configured and working IP phone, displaying the user name next to the extension number.

A desk phone screen showing the words ‘Alexander Bell 829999’.

Example 2

An IP phone while it is booting up, displaying a Configuring IP message. This normally takes less than 20 seconds.

If this display stays on the screen, the IP phone has lost its network connection.

A desk phone screen showing a loading icon and the words ‘Configuring IP’

Example 3

This example of an IP phone shows the six digit extension number 880627, which is called an auto‐registered extension number.

If you see a six digit extension number starting with 88, this means the IP phone is not configured correctly. An example of this could be a brand new IP phone that has not been configured, or an existing IP phone that has been deleted.

A desk phone screen showing the number ‘880627’ as its extension.

Contact the switchboard

To contact the switchboard dial 99 from any Monash extension or from outside the University, refer to the table below.

Campus switchboard operating hours and phone numbers
Locations	Hours (weekdays)	Phone
Clayton / Main (all campuses)	9am – 5pm	(03) 9902 6000
Caulfield	9am – 5pm	(03) 9903 2000
City Office	9am – 5pm	(03) 9902 6000
Parkville	9am – 5pm	(03) 9902 6000
Peninsula	9am – 5pm	(03) 9904 4000

Help and support

To request a headset connector upgrade, use the Order Headsets form.

Order a smartphone or Telstra plan
Order Zoom Phone or desk phone
General telephony assistance

Using your desk phone

Guides and instructions for staff on using your desk phone.
Voicemail on a desk phone

Find out how to set up, use, and troubleshoot voicemail on your desk phone.
Ordering a phone (staff)

Find out which phones are available to Monash staff, and how to order one.

Desk phone support (staff)

Desk phone support (staff)

Check the connections

Legend

Check the power

Reset the phone

Check for network problems

Test the power pack

Try a different handset

Turn off Do Not Disturb

Turn off call forwarding

Turn up the volume

Check the IP phone extension

Reset the phone

Example 1

Example 2

Example 3

Contact the switchboard

Help and support

Order a smartphone or Telstra plan

Order Zoom Phone or desk phone

General telephony assistance

Related articles

Using your desk phone

Voicemail on a desk phone

Ordering a phone (staff)

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