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telephone@montana.edu Telephone Troubleshooting Guide

Use the following guide to troubleshoot common telephone problems. Click a problem to view troubleshooting steps. If you are unable to solve the problem after troubleshooting, follow the Report a problem instructions at the bottom of the page.

Phone Problems

  1. Phone has no dial tone
  2. Busy signal when I pick up phone
  3. Caller can't hear me
  4. Can't dial out using the keypad
  5. Can't hear the caller
  1. Feature keys aren't working
  2. Can't make an international call
  3. Phone reception cuts in and out
  4. Moved my phone and now it doesn't work
  5. Display is not working
  1. Can't make a conference call

1. Phone has no dial tone next Next page

Problem Troubleshooting steps

The telephone has no dial tone.

  1. Are both ends of the handset cord and phone line plugged in securely?
  2. Are both ends of the telephone line cord plugged in securely?
  3. Is the phone line securely plugged into the correct port on the jack?
  4. Note the jack and port number and contact Telephone Services to verify. Generally the top port is the phone line and the bottom port is data (the port connected to your computer).
  5. Was the phone left unplugged for more than 24 hours?
  6. Phones left unplugged for more than 24 hours are automatically disabled.
    To re-enable contact Telephone Services .

2. Busy signal when handset is lifted Next page previous|next Next page

Problem Troubleshooting steps

A busy signal instead of the normal dial tone is heard prior to making a call.

The sound may be the "stutter" dial tone used to signal that you have voicemail messages.

  1. Log in to your voicemail.
  2. Play your messages.
If playing messages does not remove the stutter report the problem to 994-4813.

3. Caller can't hear me  Previous page previous|next Next page

Problem Troubleshooting steps

The caller is unable to hear me speaking.

  1. Check the volume adjustment on your phone.
  2. On most digital phones the volume control is located beneath the keypad.
    If adjusting the volume doesn't remedy the problem call to report.
  3. The caller may be on hold.
    • Press the line key to return to the caller.

4. Can't dial out on the keypad Previous page previous|next Next page

Problem Troubleshooting steps

I can't use the keypad to make a phone call.

  1. Feature keys may be sticking. On the display an arrow above a key signals that it is engaged.
    • Press the key to disengage it, then redial.
    • If the key can't be disengaged and/or you still can't dial out call to report the problem.
  2. The keys on the dial pad may not be working.
    • Press each key with the handset on the receiver.
    • If you find a key that does not press or is stuck call 994-4813 to report.

5. Can't hear caller Previous page previous|next Next page

Problem Troubleshooting steps

I am unable to hear the caller speaking.

  • Adjust the voume key.
From another phone call to report the problem if problem persists.

6. Feature keys are not working  Previous page previous|next Next page

Problem Troubleshooting steps

Phone feature keys are not working.

If the keys on the phone are sticking and can't be disengaged, contact Telephone Services. to report the problem.

  • The call forward feature button will be engaged if the phone has been forwarded. To cancel call forward, press the forward button once (with the handset down).

7. Can't make an international callPrevious page previous|next Next page

Problem Troubleshooting steps

I receive an error tone with I try to dial an international number.

  1. Your phone may not have international calling access. Staff and faculty phones do not, by default, have international calling access.
    • To verify the long distance access for your phone contact Telephone Services at 994-5050.
    • To upgrade your phone to allow international access have your department Telephone Coordinator submit a Telephone and Network Service Request form.
  2. You may not be dialing correctly.

8. Phone reception cuts in and out  Previous page previous|next Next page

Problem Troubleshooting steps

Phone reception cuts in and out during a call.

  1. Are both ends of the handset cord plugged in securely and/or is the cord tangled? If the cord is plugged in and the issue continues call to report the problem.

9. Moved my phone and now it phone doesn't work!Previous pageprevious|next Next page

Problem Troubleshooting steps

The phone stopped working after it was moved to a new location.

  1. All telephone moves require software changes and jack assignments, and must be performed by a telephone office technician. Have your department telephone coordinator submit a Telephone & Network Service Request form to request a change in service.

10. Display is not working  Previous page previous|next Next page

Problem Troubleshooting steps

My phone's display is blank or illegible.

  • Unplug the phone for 30 seconds to reset it.
  • If problem persistst report it to 994-4813.

11. Can't make a conference call.Previous page previous

Problem Troubleshooting steps

I can't make a conference call.

To make a conference call:

  1. Press the conference button.
  2. Dial the party.
  3. Press the conference button again.
  4. Repeat this process to connect up to 6 parties.

Report a problem

If you are unable to solve the problem contact Telephone Services at at 994-1010 or telephone@montana.edu and include the following information:

  1. Extension number of phone with problem
  2. Contact name and extension
  3. Department, building, and room number of telephone
  4. Description of problem
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