Dead Phone:
- Move phone to a known good working jack.
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- If its still dead, replace phone.
- If it works, connect phone and mounting cord directly to the port (if extension is known, and customer is able to do so).
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- If the phone works, dispatch tech to check the jack and wiring.
- If the phone is dead, dispatch tech to test and replace the module.
NOTE* Possible TIV charges + parts when dispatching tech to site (even if the site has wiring coverage).
Can't hear or be heard:
- Swap handset with a known good working handset, replace handset if it works.
- Swap curly cord with a known good working curly cord, replace cord if it works.
- Replace phone if the known good handset and curly cord doesn't resolve issue.
Speaker doesn't work:
Move the phone to another mounting cord and jack that works and test the phone. If phone still does not work you should replace it.
Broken:
- End user should contact the Business Office Sales team if the phone is damaged from dropping, heavy objects, liquids, or misuse. The maintenance contract does not cover replacements beyond normal wear.
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Doesn't ring:
- Verify what lines are assigned to the extension.
- Verify that the lines are set to immediate ring.
- Verify if Do Not Disturb is activated.
- Verify if extension is forwarded.
- If programming is correct, swap out phone with a known good working phone and test. Replace phone if known good phone works at that position.
Only rings one time:
- Check for the number of rings before rolling to voicemail.
- Check for extension coverage.
- Verify if the lines are set to delayed ring.
- If programming is correct, swap out phone with a known good working phone and test. Replace phone if known good phone works at that position.
Determine if the phone or it's parts are bad, or if it's the port on the module, or the jack and wiring is bad. Once determined, it will be necessary to replace the phone, a curly cord, a handset, a mounting cord, or dispatch a tech to check the jack, wiring, and/or port on the module.
