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Troubleshooting

34

IP 710 Manual

Troubleshooting

The following table provides help for the most common problems an end
user may encounter. For IP 710 phone questions or problems not listed
here, contact AltiGen Technical Support.

Headset

•

Headset RJ-9 port

•

Headset 2.5mm plug receptacle

Important

: Contact AltiGen for the most current list of certified

headsets.

The pin outlet for headset support is:

Pin 1 (Tx-), Pin 2 (Rx1), Pin 3 (Rx2), Pin 4 (Tx+)

Note:

If using Plantronics H91N or H101N headsets, a separate
Plantronics cable should be used and must be ordered
separately (part # 27190-01) in order to plug in these
headsets to the headset port.

Dimensions

•

(HxWxD) 8.74 x 9.72 x 1.89 in (222 x 247 x 48 mm)

Power

•

External power, 5VDC, 1.5A

•

PoE option

Problem/Symptom

Solution

AltiWare is unreachable

•

Check to make sure the AltiWare IP address in the
IP phone is set up correctly.

•

Check the IP 710 phone’s IP address, network mask
and default gateway.

•

Check to make sure you can ping the IP 710 phone’s
address from AltiWare.

•

Check to make sure the IP Phone Services is started
in AltiWare.

•

Check AltiWare IP address in AltiAdmin IP Phone
Configuration menu.

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Summary of Contents for 710

Page 1: ...IP 710 Phone User Manual October 2014 ...

Page 2: ...be liable for technical or editorial errors or omissions contained within the documentation The information contained in this documentation is subject to change without notice This documentation may be used only in accordance with the terms of the AltiGen Communications Inc License Agreement AltiGen Communications Inc 410 East Plumeria Dr San Jose CA 95134 Telephone 888 AltiGen 258 4436 Fax 408 59...

Page 3: ...tartup Process 14 To Use IP 710 in Power over Ethernet Mode 15 To Remove the PoE Module 16 Miscellaneous Operation Notes 16 CHAPTER 3 Configuring the IP 710 Phone 17 Phone Settings 17 System Settings 18 Network Settings 19 Registration from the Phone s Menu 20 Configuring IP Settings 20 Assigning a Local IP Address 21 Assigning a TFTP Server 21 Updating Phone Firmware 21 Configuring NAT 22 Setting...

Page 4: ...Activity Button 24 CHAPTER 4 User Guide 25 The LCD Screen 25 Basic Phone Operation 26 Appendix A 33 Specifications 33 Troubleshooting 34 LCD Messages 36 Local Menu Configuration Messages 36 IP Phone Running Messages 37 IP Phone Boot Messages 38 Glossary 39 Index 45 ...

Page 5: ...ence will not occur in a particular installation If this equipment does cause harmful interference to radio or television reception which can be determined by turning the equipment off and on the user is encouraged to try to correct the interference by one or more of the following measures Reorient or relocate the receiving antenna Increase the separation between the equipment and receiver Connect...

Page 6: ...iv IP 710 Manual ...

Page 7: ... user purchaser What the Warranty Does Not Cover 1 Any product on which the serial number has been defaced modified or removed 2 Damage deterioration or malfunction resulting from a Accident misuse neglect fire water lightning or other acts of nature unauthorized product modification or failure to follow instructions supplied with the product b Repair or attempted repair by anyone not authorized b...

Page 8: ...Attn RMA 123 AltiGen Communications Inc 410 East Plumeria Drive San Jose CA 95134 Upon authorization of return AltiGen will decide whether the malfunction ing product will be repaired or replaced 2 To obtain warranty service you will be required to provide a The date and proof of purchase b Serial number of the product c Your name and company name d Your shipping address e A description of the pro...

Page 9: ...e an IP 710 phone It also provides information on how to configure the network and IP settings How to use the phone is described in Chapter 4 Related Documentation IP 710 Quick Reference Card covers basic end user phone features configuration from the IP phone and AltiServ feature codes The AltiWare Administration Manual provides detailed information on configuring AltiGen IP phones in AltiWare Ad...

Page 10: ...2 IP 710 Manual ...

Page 11: ...ones including automatic redial on hook dialing hands free operation 15 programmable keys LCD display and headset port support The main components of the phone are illustrated in the figures below and described in the table that follows each figure Figure 1 IP 710 Phone 1 LCD Screen Displays features such as date time phone number caller ID call waiting line call status and call time 1 3 4 6 7 12 ...

Page 12: ... Voice mail access button 7 Intercom Incoming voice path through speaker indicated by the button s blinking light 8 Headset Hook switch for headset device 9 Conference Initiates a conference call indicated by the button s blinking light 10 Hold Places a call on hold indicated by the button s blinking light 11 Mute Engages or disengages mute function 12 Speaker Enables speaker 13 Menu Displays the ...

Page 13: ...entries configured through MaxCommunicator MaxAgent or MaxAdmin To make an outgoing call use the buttons to select a Speed Dial entry then press Enter 19 Call Log Displays the caller IDs of up to 99 incoming calls To dial use the buttons to select a call log entry then press Enter 20 Flash For system feature codes that need a flash to complete 21 Transfer Transfers a call 22 Volume Adjusts volume ...

Page 14: ...ng pulled out 3 DC PoE Switch Switches between DC power and Power over Ethernet 4 PC Access Port Connects to PC 10 100 Base T 5 LAN Port Connects to network 10 100 Base T 6 PoE Module Cover Covers the optional Power over Ethernet Module 7 Slots for the Phone Stand Four slots on each side for inserting the phone stand to set the phone at the desired angle 5 4 3 1 7 2 6 ...

Page 15: ... Handset Handset cord AC adapter Input 100 240V Output DC 5V 2A Power cord Network cable Optional items can be purchased separately Power over Ethernet PoE module Wall mount bracket 1 Headset 2 5mm plug receptacle Connects to a 2 5mm headset 2 Headset RJ port Connects to a non amplified headset with RJ9 connector 3 Handset port Connects to a handset 1 2 3 ...

Page 16: ...ey are not at the phone Callers in the system are notified of the activity status when a call is not answered Auto Answer When a call comes in the IP phone will ring for a specified number of seconds connect the call and automatically answer through the speaker or headset During ringing the user can manually pick up the call from headset handset or speaker Auto Answer Ring When Auto Answer is set ...

Page 17: ... by the system administrator The BLF feature can be assigned only to internal extension numbers not outside numbers The feature is not available in BASIC mode Call Log Shows the history of incoming calls up to 99 Pressing the Enter button will dial the number displayed If 20 seconds pass without any input the phone exits the Call Log Call Record Allows a programmable key to be used for on demand r...

Page 18: ...e system administrator configures which key will display the workgroup status Flash button Signals PBX that special instructions will follow Greeting button Lets user record greetings and select a greeting to play Greetings are affiliated with activity codes Headset button When pressed the user will be able to activate the RJ 9 or 2 5mm headset port This button is used as a hook switch for headset...

Page 19: ...turns off when the parked call is picked up the caller hangs up or the call is routed to IVR Auto Attendant Mute button While on a call mutes conversation Program Keys Lets users associate a programmable key with a speed dial number or feature code directly from the IP phone If the system administrator has allowed it you can associate certain programmable keys with a speed dial number or feature c...

Page 20: ...r number This button cannot be used to flash after being used to transfer a call To reconnect to a call after using the Transfer button use the button or the Flash button Voice Mail button Enables access to voice messages The VM count that appears in the LCD reflects new messages previously heard messages are not included Redial button Redials a selected number from the last16 numbers dialed Press...

Page 21: ...ernet cable from another network device such as a desktop computer to the PC access port on the phone optional d Connect the power plug to the DC port Note If you want to use Power over Ethernet see To Use IP 710 in Power over Ethernet Mode on page 15 3 Configure startup network settings To display the phone s menu as required below press the Menu button on the phone Use the buttons to scroll the ...

Page 22: ...tempt to register as shown in the LCD screen REGISTERING If the phone successfully passes through these stages the phone shows the date time and extension in the LCD screen and is now in normal operating mode 01 12 04 16PM x300 If it doesn t pass through these stages successfully refer to Troubleshooting on page 34 The Phone Startup Process After the IP 710 has power connected to it the phone begi...

Page 23: ...er cord 2 Remove the screw on the PoE Module cover and remove the cover 3 Plug in the PoE Module as illustrated below The side with four pins in the middle faces the top Note the centered pins are at the top 4 Put the PoE module cover back and tighten the screw 5 Move the DC PoE switch to the PoE position 6 Connect the phone to an AltiGen certified PoE enabled switch ...

Page 24: ...p the phone operates in Basic mode When in Basic mode the IP phone s LCD display shows BASIC IDLE No AltiWare switching features are available in this operating mode However the phone user can enter a destination IP address followed by and make an outgoing call through the IP network to reach AltiWare or another IP 710 phone Also the IP phone can accept incoming calls originating from AltiWare or ...

Page 25: ...xit the menu The following tables describe each setting and the corresponding menu path Important Your IP 710 phone should be in normal operating mode when you configure it If your IP phone is in BASIC mode shown in the LCD display your changes will be overwritten by AltiWare Administrator settings when the phone is successfully registered Phone Settings Setting Menu Path Description Extension Num...

Page 26: ...to Ans Dev Sets whether speaker or headset is the automatic answering device Appears on menu when Auto Answer is set to Yes Headset Type Phone Setting Headset Type Sets whether the headset is using the RJ 9 port or the 2 5mm receptacle Setting Menu Path Description AltiWare Server System AW Server Sets the AltiWare server s IP address Trunk Access Code SYSTEM TRK ACCESS CODE Sets the digit require...

Page 27: ...nables SIP registration to the emergency gateway Version Information System Version Info Read only Displays the version number of the IP phone Auto discover System Auto Discover Enables automatic discovery of the server IP address via DHCP option E911 LID System E911 LID Sets the IP phone s E911 Location ID Setting Menu Path Description Enable DHCP Network Enable DHCP Sets whether Dynamic Host Con...

Page 28: ...ods Use these guidelines when manually configuring the IP settings Ensure the default gateway IP address is on the same subnet as the host IP address Check with your system administrator When inputting IP addresses into the IP 710 use the key to enter periods For example 209 120 12 8 would be input as 209 120 12 8 Gateway Network Gateway Sets the default Gateway IP address For H 323 version of pho...

Page 29: ...on 2 Use to select System then press the Enter button 3 Scroll to TFTP Server and press Enter 4 Use the keys on the dial pad to enter the new TFTP server address using the key to enter periods then press Enter Updating Phone Firmware To update the phone firmware directly from the IP 710 phone follow these steps 1 Press the Menu button 2 Use the button to scroll to System then press the Enter butto...

Page 30: ... IP 710 phone that is using an H 323 version of AltiGen phone firmware NAT Network Address Translation is the translation of an IP address used within one network to a different IP address known within another network One network is designated as the inside network the other is the outside The IP 710 can be enabled to support H 323 behind NAT The IP 710 will be able to work behind a regular NAT ro...

Page 31: ...hree different ring cadences that distinguish the types of calls Internal call 1 ring External call 2 rings Operator call 3 rings Workgroup Status Display A programmable key can be configured in AltiAdmin ACM Admin to display workgroup status when the key is pressed The workgroup status display is in the following format WG workgroup number up to 4 digits CIQ number of calls currently in the queue...

Page 32: ...tivity status for example at a meeting or in training The selected code appears in the upper right of the LCD screen When an IP 710 user calls an extension in the system that has activity codes set up and the call goes into RNA handling or the destination user has DND enabled the activity code is displayed on the IP phone Note Called party activity display is not available in Basic mode Also the a...

Page 33: ...ion has Do Not Disturb on or is set to forward all calls MISSED xx Number of calls missed VM Indicates the number of new voice messages Workgroup Status Display When the system administrator has configured a programmable key to display workgroup status when pressed the workgroup status display is in the following format WG Workgroup number CIQ Number of calls currently in the queue LQT Longest que...

Page 34: ... press the Enter button Callers in the system are notified of the activity status when a call is not answered Auto Answer 1 Press the Menu button select PHONE SETTING then select AUTO ANSWER 2 Use the buttons to enable disable Auto Answer mode and press Enter 3 Select AUTO ANS RING from the menu 4 Set the number of seconds to ring before auto answer 1 20 and press Enter 5 Select AUTO ANS DEV from ...

Page 35: ...caller and place the original caller on hold 4 Press the Enter button to select the original hold call 5 Press the Conference button to create a conference and join both callers If a conference is already in progress to conference an incoming call 1 Press the Enter button to answer the incoming call all other conference members remain in conference 2 Press the Enter button and select one of the me...

Page 36: ... Hold button To retrieve multiple calls on hold 1 Use to select a hold call to be retrieved 2 Press the Enter button OR 1 Press the Hold button to retrieve the last hold call Intercom Incoming Intercom Incoming voice path is heard through the speaker indicated by the button s blinking indicator light Outgoing Intercom 1 Press the Intercom button then the extension number Line Park During a call 1 ...

Page 37: ... calls Redial up to 32 digits Release For a connected call Press the Release button to hang up the call While in a menu Press the Release button to exit the menu For an incoming call Press the Release button to reject the incoming call Restore Default Settings 1 Press the Menu button 2 Press 2 then the Enter button Ring Tones 1 Press the Menu button 2 Select PHONE SETTING and scroll to RING TONES ...

Page 38: ...tion key is pressed Speaker To use the speakerphone 1 Press the Speaker button 2 To disconnect the call press the Speaker button again Speed Dial 1 Press the Speed Dial button to see a list of phone numbers configured by the system administrator 2 Use to scroll to the desired entry 3 Press the Enter button to dial the number Transfer During a call 1 Press the Transfer button which places the call ...

Page 39: ...tem Call Park Pickup 51 line park line Line Park Pickup 81 Hands Free Intercom Mode 82 Hands Free Manual Answer Mode Volume To adjust volume on handset speakerphone headset 1 Depending on which volume you want to adjust take the phone offhook by lifting the handset pressing the Speaker button or pressing the Headset button 2 Press the Volume button The device name and volume level appear in the LC...

Page 40: ...k 90 Ready to receive workgroup calls 91 Not ready to receive workgroup calls Flash button 40 Transfer to AltiGen Voice Mail System Flash button 15 AA Transfer to Auto Attendant Flash button ext Transfer to a User s Voice Mail Flash button ext Flash button Consultation Dialing an IP Number Directly from the IP 710 To dial an IP number directly from the IP 710 phone set enter the IP address using t...

Page 41: ...ection Activity Volume control 15 Function keys can be set to Busy Lamp Field AltiServ feature code speed dial line park call recording workgroup status Adjustable Speaker Ring Handset Headset volume control LCD 4 x 20 Character LCD Display Provide features such as time calling party name calling party number digits dialed extension number number of new voice mails DND FWD missed calls and system ...

Page 42: ...N or H101N headsets a separate Plantronics cable should be used and must be ordered separately part 27190 01 in order to plug in these headsets to the headset port Dimensions HxWxD 8 74 x 9 72 x 1 89 in 222 x 247 x 48 mm Power External power 5VDC 1 5A PoE option Problem Symptom Solution AltiWare is unreachable Check to make sure the AltiWare IP address in the IP phone is set up correctly Check the...

Page 43: ...plugging the Ethernet cable on the IP phone then pinging the IP 710 phone s IP address Check the extension s IP address in AltiAdmin to find out if another user is trying to log in using the same extension number Use 27 then Enter to log in again and see if the problem persists No IP Address Check if DHCP is enabled If YES check network connection If NO verify your DHCP server is correctly configu...

Page 44: ...k latency Register failed Check to make sure the extension number and extension password are set up properly and that the IP extension is enabled Check to make sure the IP Phone Service is started in AltiWare If IP phone is associated with a physical phone with the same extension number use 27 to activate the IP phone to normal operating mode Message Explanation conf timeout After 2 minutes inside...

Page 45: ...ong Ext Number The inputted extension number is invalid Wrong input User inputted an invalid value or string during configuration wrong password User is trying to configure an invalid password from the phone menu Message Explanation ...

Page 46: ...7 again to reactivate Check IP Phone Service Verify extension is configured for dynamic DHCP FAIL Although DHCP was enabled the IP 710 was not able to receive the IP address from the DHCP server DUPLICATE IP Another device configured with the same IP address as the IP phone is detected The IP phone cannot function correctly until this is corrected INVALID IP INPUT AGAIN The inputted IP address is ...

Page 47: ...on password Message Explanation Boot Done The phone successfully booted CHECK FW Checking firmware CHECK MEMORY Checking memory INIT NETWORK Initializing network LOAD FAILED Failure to load the image into memory LOADING FW Loading firmware LOADING NOW Loading firmware NETWORK FAILED Network initialization failed TFTP FAIL Failure downloading TFTP UPDATE FAILED Firmware update failed UPDATE OK Firm...

Page 48: ...ting remote gatekeepers and to reverse map raw IP addresses to host names of administrative domains Do Not Disturb DND when this feature is selected all incoming calls to the user s extension are denied If the station has system forwarding instructions the calls will be automatically redirected to another extension Attendant or operator DTMF Dual Tone Multi Frequency are the low and high frequency...

Page 49: ...h England used as the basis for standard time throughout the world H H 323 An International Telecommunications Union ITU T standard that describes packet based video audio and data conferencing http or HTTP Hypertext Transfer Protocol The Internet protocol used to manage communications between Web clients browsers and servers I IMAP4 Internet Message Access Protocol Version 4 IP Address a 32 binar...

Page 50: ...xchange network address An identifier for a node station or unit of equipment in a network network domain a set of workstations and servers that share a security account manager database and can be administered as a group A user with an account in a particular network domain can log onto and access his or her account from any system in the domain network mask also known as the subnet mask network ...

Page 51: ...a first in first out basis R RAS Remote Access Service RJ 11 The common telephone jack Usually wired with four wires the red and green signify the tip and ring circuits RJ 45 A jack for data cables Usually wired with eight wires router protocol dependent device that connects subnetworks together S server any computer whose function in a network is to provide user access to files printing communica...

Page 52: ...not associated with a physical port that allows for guest access to the AltiGen Voice Mail System features and telephone sharing environments Users of a virtual extension have to log in before accessing the system features assigned to it VoIP voice over Internet Protocol IP The technology used to transmit voice conversations over a data network using the Internet Protocol W workgroup telephones ar...

Page 53: ...44 IP 710 Manual ...

Page 54: ...mensions IP 710 phone 34 display workgroup status 10 distinctive ring options 23 E emergency gateway setting 19 emergency number setting 19 Enter button 4 extension activating IP phone 14 number setting 17 password setting 17 F features list of 25 firmware updating 21 firmware upgrading 19 Flash button 5 G GateKeeper Discovery enabling disabling 20 gatekeeper enabling disabling 20 gateway setting ...

Page 55: ... 20 phone operation 26 phone startup verifying 14 PoE module 7 installing 15 removing 16 port handset 7 headset 7 power over Ethernet module 7 using 15 power IP 710 phone 34 R Redial button 12 registering IP phone 20 rejecting calls 29 Release button 5 11 ring tones setting 11 22 S service getting vi setting up IP 710 locally 13 setup IP 710 13 Speaker button 11 specifications 33 SpeedDial button ...

Page 56: ...Index IP 710 Manual 47 W warranty v how to get service vi workgroup queue status configuring display 10 workgroup queue status displaying 23 ...

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