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Troubleshooting 

97 

This chapter provides general troubleshooting information to help to solve the problems 
you might encounter when using your SIP-T20P/SIP-T20 IP phone. 

If you require additional information or assistance with your new phone, contact your 
system administrator. 

Why is the LCD screen blank? 

 

Ensure that the phone is properly plugged into a functional AC outlet. 

 

Ensure that the phone is plugged into a socket controlled by a switch that is on. 

 

If the phone is plugged into a power strip, try plugging it directly into a wall outlet 
instead. 

 

If your SIP-T20P IP phone is powered from PoE, ensure you use a PoE-compliant 
switch or hub. 

Why does the phone display "Network Unavailable"? 

 

Ensure that the Ethernet cable is plugged into the Internet port on the phone and 
the Ethernet cable is not loose. 

 

Ensure that the switch or hub in your network is operational. 

Why does the phone display “No Service”? 

The LCD screen prompts “No Service” message when no SIP account registers 

successfully. 

Why doesn’t the phone display time and date correctly? 

Check if you have configured the phone to obtain the time and date from the SNTP 
server automatically. If the phone fails to connect the SNTP server, you need to configure 
the time and date manually. 

How do I find the basic information of the phone? 

Press the OK key when the phone is idle to check the basic information of the phone, 
such as the IP address and firmware version. For more the basic information, refer to 

Phone Status 

on page

 13

. 

 

 

Содержание SIP-T20

Страница 1: ......

Страница 2: ...CHANGE WITHOUT NOTICE ALL STATEMENTS INFORMATION AND RECOMMENDATIONS IN THIS GUIDE ARE BELIEVED TO BE ACCURATE AND PRESENTED WITHOUT WARRANTY OF ANY KIND EXPRESS OR IMPLIED USERS MUST TAKE FULL RESPO...

Страница 3: ...ncouraged to try to correct the interference by one or more of the following measures 1 Reorient or relocate the receiving antenna 2 Increase the separation between the equipment and receiver 3 Connec...

Страница 4: ...are under the specific terms of the GPL Please refer to the GPL for the exact terms and conditions of the license The original GPL license source code of components licensed under GPL and used in Yeal...

Страница 5: ...20P SIP T20 IP phone If this is your first time using the SIP T20P SIP T20 IP phone we recommend that you first refer to the Quick Installation Guide and Quick Reference Guide available online http ww...

Страница 6: ...following LED Instructions on page 4 Ring Tones on page 24 Anonymous Call on page 75 Troubleshooting on page 97 Major updates have occurred to the following Appendix A Time Zones on page 111 Major upd...

Страница 7: ...About This Guide vii Call Completion on page 59 DSS Keys on page 37 Do Not Disturb DND on page 61 Call Forward on page 64 Busy Lamp Field BLF on page 79...

Страница 8: ...User Guide for the SIP T20P SIP T20 IP Phone viii...

Страница 9: ...10 vi Changes for Release 70 Guide Version 70 vi Table of Contents ix Overview 1 Hardware Component Instructions 1 Icon Instructions 3 LED Instructions 4 User Interfaces 5 Phone User Interface 5 Web U...

Страница 10: ...4 Emergency Number 50 Live Dialpad 51 Hotline 52 Basic Call Features 53 Placing Calls 53 Answering Calls 55 Ending Calls 56 Redialing Numbers 57 Auto Answer 57 Auto Redial 58 Call Completion 59 Call R...

Страница 11: ...cast Paging 86 Sending RTP Stream 86 Receiving RTP Stream 88 Music on Hold 89 Automatic Call Distribution ACD 90 Message 92 Voice Mail 92 Message Waiting Indicator MWI 93 Troubleshooting 97 Regulatory...

Страница 12: ......

Страница 13: ...dware Component Instructions Icon Instructions LED Instructions User Interfaces Documentations If you require additional information or assistance with your new phone contact your system administrator...

Страница 14: ...oice mails HEADSET Key Toggles the headset mode TRAN Key Transfers a call to another party RD Key Redials a previously dialed number Speakerphone Key Toggles the hands free speakerphone mode Volume Ke...

Страница 15: ...s free speakerphone mode Handset mode Headset mode 123 Numeric input mode abc Multi lingual lowercase letters input mode ABC Multi lingual uppercase letters input mode 2aB Alphanumeric input mode Voic...

Страница 16: ...placed on hold Off The line is inactive Line key LED configured as a BLF key LED Status Description Solid green The monitored user is idle Fast flashing green 200ms The monitored user receives an inc...

Страница 17: ...option is only accessible to the administrator and the default administrator password is admin case sensitive For more information on customizing your phone with the available options from the phone u...

Страница 18: ...Keys Account Registration Dial Plan Emergency Number Live Dialpad Hotline Basic Call Features Auto Answer Auto Redial Call Completion Call Return Do Not Disturb DND Call Forward Call Transfer Call Wai...

Страница 19: ...nd Language Quick Installation Guide Basic setup of the phone In the package English Quick Reference Guide Basic call features and phone customization In the package English User Guide Phone or web us...

Страница 20: ...User Guide for the SIP T20P SIP T20 IP Phone 8...

Страница 21: ...phone Topics include Packaging Contents Phone Installation Phone Initialization Phone Status Basic Network Settings Registration Idle Screen If you require additional information or assistance with yo...

Страница 22: ...20P SIP T20 IP Phone 10 Phone Stand Power Adapter Handset Handset Cord Ethernet Cable Quick Installation Guide Quick Reference Guide CD ROM Check this list before installation If you find anything mis...

Страница 23: ...d optional headset 3 Connect the network and power 1 Attach the Stand 2 Connect the Handset and optional Headset Note 3 Connect the Network and Power You have two options for power and network connect...

Страница 24: ...T20P IP phone can be powered from a PoE compliant switch or hub PoE is not applicable to the SIP T20 IP phone To connect the PoE for the SIP T20P IP phone 1 Connect the Ethernet cable between the Inte...

Страница 25: ...information of phone status includes Network status e g IPv4 status IP mode MAC address LAN type LAN IP and LAN subnet Phone status e g product name hardware version firmware version product ID MAC a...

Страница 26: ...s is displayed on the first page of the web user interface If your phone cannot contact a DHCP server for any reason you need to configure network settings manually The IP phone can support either or...

Страница 27: ...address via phone user interface 1 Press 2 Select Settings Advanced password admin Network WAN Port 3 Press to select IPv6 and press 4 Press to select Static IPv6 and press 5 Enter the desired values...

Страница 28: ...he phone parameters beforehand so that after you start up your phone the phone will be registered and ready for use If your phone is not registered you may have to register it For more information on...

Страница 29: ...tor The default language of the phone user interface is English The phone will detect and use the same language as which of your web browser for the web user interface If the language of your web brow...

Страница 30: ...ed on the web user interface will change to the selected language The time and date are displayed on the LCD screen when the phone is idle If the phone cannot obtain the time and date from the Simple...

Страница 31: ...cept the change The date and time displayed on the LCD screen will change accordingly To configure the time format via phone user interface 1 Press 2 Select Settings Basic Time Date Time Date 3 Press...

Страница 32: ...assword is admin For security reasons you should change the default administrator password as soon as possible To change the administrator password via phone user interface 1 Press 2 Select Settings A...

Страница 33: ...ot use the MESSAGE CONF HOLD MENU TRAN RD Directory OK X line keys and navigation keys until unlocked All Keys All keys are locked except the Volume key You are only allowed to dial emergency numbers...

Страница 34: ...al in seconds to automatically lock the keypad instead of long pressing To configure the interval of automatic keypad lock via web user interface 1 Click on Features Phone Lock 2 Enter the desired int...

Страница 35: ...locked key 2 Enter the PIN in the PIN field 3 Press to unlock the keypad The icon disappears from the LCD screen You can long press or wait for a period of time if configured to lock the keypad again...

Страница 36: ...one is idle 1 Press to adjust the ringer volume To adjust the volume when the phone is during a call 1 Press to adjust the volume of currently engaged audio device handset speakerphone or headset Ring...

Страница 37: ...web user interface 1 Click on Settings Preference A ring tone for the account is configurable via web user interface only The ring tone for an incoming call on the phone may be different For example w...

Страница 38: ...res the names and phone numbers of your contacts You can store up to 1000 contacts and 5 groups in your phone s local directory add new contacts and groups edit delete or search for a contact or simpl...

Страница 39: ...t a group in the local directory 1 Press 2 Select Local Directory 3 Press or to select the desired group e g Test 4 Press or to select Edit and then press 5 Press to switch the input mode 6 Press or t...

Страница 40: ...witch the input mode 7 Enter the name and the office mobile or other numbers in the corresponding fields 8 Press or to select the desired account from the Account field If Auto is selected the phone w...

Страница 41: ...or to select Enter and then press 4 Select the desired contact and press or to select Edit 5 Press or to select the contact information and then edit 6 Press to accept the change To delete a contact f...

Страница 42: ...iple numbers of the contact are stored in the local directory press to display a list of numbers Press or to select the desired number Press to dial out the number To search for a contact in the local...

Страница 43: ...ce prompts The original contact will be covered Continue 4 Click OK to complete importing the contact list To import a CSV file of contact list via web user interface 1 Click on Directory Local Direct...

Страница 44: ...tem Note The built in phone directory stores the names and phone numbers for a blacklist You can store up to 30 contacts in your phone s blacklist directory add edit delete or search for a contact in...

Страница 45: ...lists of Placed Calls Received Calls Missed Calls and Forwarded Calls Call history lists support 100 entries in all You can view the call history place a call add a contact or delete an entry from the...

Страница 46: ...ssed calls and forwarded calls 3 Press or to select the desired entry 4 Press 5 Enter the desired values in the corresponding fields 6 Press For more information refer to Contact Management on page 26...

Страница 47: ...the headset 1 Press on the phone The icon on the LCD screen indicates that the headset mode is activated Press the line key to answer a call The call will connect to your headset automatically Enter...

Страница 48: ...sers To enable Headset Prior via web user interface 1 Click on Features General Information 2 Select Enabled from the pull down list of Headset Prior 3 Click Confirm to accept the change To use headse...

Страница 49: ...lex capabilities while the one connected to the handset jack will only be able to listen To enable Dual Headset via web user interface 1 Click on Features General Information 2 Select Enabled from the...

Страница 50: ...4 Select the desired type from the Type field 5 Optional Select the desired key event from the Key Type field 6 Optional Select the desired account from the Account ID field 7 Optional Enter the corr...

Страница 51: ...e mail access code Usage Press the DSS key to dial out the voice mail access code you can follow the voice prompt to listen to the voice mails DTMF You can use this key feature to send the specificati...

Страница 52: ...t up a conference with the number specified in the Value field Note Forward You can use this key feature to forward an incoming call to someone else For more information refer to Call Forward on page...

Страница 53: ...2 Press the DSS key again to retrieve the held call DND You can use this key feature to activate or deactivate DND You can also use this key feature to access the custom DND interface For more inform...

Страница 54: ...listening mode Zero Touch You can use this key feature to configure the network parameters quickly Dependencies Type Key Event Key Type Zero Touch Usage 1 Press the DSS key to access the zero touch sc...

Страница 55: ...eys to associate with an account To register an account via phone user interface 1 Press 2 Select Settings Advanced Accounts 3 Select the desired account 4 Select Enable from the Activation field 5 En...

Страница 56: ...ith a line key and accounts with two line keys Dial plan is a string of characters that governs the way your SIP T20P SIP T20 IP phone processes the inputs received from your phone keypad The SIP T20P...

Страница 57: ...ore replace rules up to 100 to remove the specified string and replace it with another string You can configure a pattern with wildcards refer to the expression syntax in the table above so that any s...

Страница 58: ...Del to delete the replace rule s Note You can configure one or more dial now rules up to 100 on your phone When the dialed out number matches the dial now string the number will be dialed out automat...

Страница 59: ...hout pressing any key Note Delay Time for Dial now Rule You can configure the delay time for dial now rules That is you can configure your phone to dial out the phone number automatically which matche...

Страница 60: ...utside the code area For example area code is configured as code 0592 Min Length 4 Maxi Length 11 then when you dial out the number 56789 which has the digits between 4 to 11 the phone will add the ar...

Страница 61: ...g dialed on your phone When you dial a block out number on your phone the dialing will fail and the LCD screen will prompt Forbidden Number You can add 10 block out rules at most on your phone To add...

Страница 62: ...ssistance when necessary The emergency telephone number may differ from country to country It is typically a three digit number so that it can be easily remembered and dialed quickly Some countries ha...

Страница 63: ...dialpad on the SIP T20P SIP T20 IP phone which enables the IP phone to automatically dial out phone numbers without pressing any other key You can also configure a delay where the phone will dial out...

Страница 64: ...here the phone will dial out the hotline number automatically after the specified period of time To configure hotline number via phone user interface 1 Press 2 Select Features Hotline 3 Enter the desi...

Страница 65: ...0 IP phone Topics include Placing Calls Answering Calls Ending Calls Redialing Numbers Auto Answer Auto Redial Call Completion Call Return Call Mute Call Hold Resume Do Not Disturb DND Call Forward Ca...

Страница 66: ...e handset 1 Pick up the handset 2 Enter the desired number using the keypad 3 Press or The key is configured as a send key by default You can also set the key as the send key or set neither For more i...

Страница 67: ...r You can press or to switch between the calls and then press again to resume the desired call When you are not in another call you can answer a call in three ways Using the handset Using the speakerp...

Страница 68: ...he headset mode activated press the line key the line LED flashes green Answering When in Another Call If you have an active call and an incoming call arrives on the phone do one of the following Pres...

Страница 69: ...coming call on a line Auto answer is configurable on a per line basis To configure auto answer via phone user interface 1 Press 2 Select Settings Advanced password admin Accounts 3 Select the desired...

Страница 70: ...field The default time interval is 10s 5 Enter the desired times in the Times field The default times are 10 6 Press to accept the change Auto redial is configurable via web user interface at the path...

Страница 71: ...ble via web user interface at the path Features General Information To use call completion When the called party is busy the following prompt will appear on the LCD screen of the phone 1 Press The pho...

Страница 72: ...ia web user interface at the path DSSKey Line Key You can mute the microphone of the active audio device during an active call and then the other party cannot hear you To mute a call 1 Press during an...

Страница 73: ...3 indicating that this is the first call out of three calls You can use DND to reject incoming calls automatically on the phone and the callers can hear a busy signal or a message depending on your se...

Страница 74: ...1 Press 2 Select Features DND Code 3 Press or to select Phone Mode from the DND Account field 4 Select Enable from the DND field 5 Optional Enter the DND on code and off code respectively in the DND...

Страница 75: ...the change The icon appears on the idle screen and the prompt DND appears in front of the associated account Incoming calls on this line will be rejected automatically and n Missed Call n indicates t...

Страница 76: ...s enabled on the phone the phone can still receive incoming calls from the numbers specified in the DND Authorized Numbers field Note You can configure your phone to forward incoming calls to another...

Страница 77: ...gure the call forward mode via web user interface 1 Click on Features Forward DND 2 In the Forward block mark the desired radio box in the Mode field 3 Click Confirm to accept the change Note To enabl...

Страница 78: ...Answer Forward 1 Press or to select Enable from the No Answer field 2 Enter the destination number you want to forward all unanswered incoming calls to in the Forward To field 3 Press or to select the...

Страница 79: ...ou want to forward all incoming calls to when the phone is busy in the Forward To field 3 Optional Enter the busy forward on code and busy off code respectively in the On Code and Off Code field c If...

Страница 80: ...f the following 1 Press select Features Call Forward or press when the phone is idle 2 Press or to select the desired account then press 3 Press or to select the desired forwarding type then press 4 P...

Страница 81: ...nded Transfer Transfer a call with prior consulting To perform a blind transfer 1 Press during a call 2 Enter the number you want to transfer the call to 3 Press again to complete the transfer Then th...

Страница 82: ...or disable the phone to play a warning tone when receiving another call To configure call waiting via phone user interface 1 Press 2 Select Features Call Waiting 3 Press or to select Enable from the...

Страница 83: ...e the first call using account 1 and then place the second call using account 2 2 Press or to select the call for conference and make sure the call is active for example select the call on account 1 3...

Страница 84: ...ll 1 Place a call to the first party 2 Press to place a new call The active call is placed on hold 3 Enter the second party s number and press or 4 When the second party answers the call press to add...

Страница 85: ...2 Select Features DSS Keys 3 Select the desired DSS key 4 Press or to select Key Event from the Type field 5 Press or to select Call Park from the Key Type field 6 Press or to select the desired acco...

Страница 86: ...Select the desired DSS key 4 Press or to select Key Event from the Type field 5 Press or to select Directed Pickup from the Key Type field 6 Press or to select the desired account from the Account ID...

Страница 87: ...ckup key is configurable via web user interface at the path DSSKey Line Key To pick up a call in the group 1 Press the group pickup key on your phone when a phone number in the group receives an incom...

Страница 88: ...user interface at the path Account Basic To place an anonymous call 1 Using the specific line on the phone to place a call to phone B The LCD screen of phone B prompts an incoming call from anonymity...

Страница 89: ...er the anonymous call rejection on code in the Reject On Code field 7 Optional Enter the anonymous call rejection off code in the Reject Off Code field 8 Press to accept the change Anonymous call reje...

Страница 90: ...User Guide for the SIP T20P SIP T20 IP Phone 78...

Страница 91: ...one for monitoring the status of a friend s line busy or idle The BLF key LED flashes green when the friend s line is in use For more information on BLF key LED indications refer to LED Instructions o...

Страница 92: ...ck on Features Call Pickup 2 Select Enabled from the pull down list of Audio Alert for BLF Pickup 3 Click Confirm to accept the change Note When the monitored line receives an incoming call the follow...

Страница 93: ...lect Features DSS Keys 3 Select the desired DSS key 4 Press or to select Key Event from the Type field 5 Press or to select Record from the Key Type field 6 Press to accept the change To configure a U...

Страница 94: ...ple you can dial an access code Note Hot desking originates from the definition of being the temporary physical occupant of a work station or surface by a particular employee A primary motivation for...

Страница 95: ...rface at the path DSSKey Line Key To use hot desking 1 Press the hot desking key when the phone is idle The LCD screen prompts Clear all account 2 Press registration configurations of all accounts wil...

Страница 96: ...y is configurable via web user interface at the path DSSKey Line Key To place an intercom call 1 Press the intercom key when the phone is idle The phone is automatically connected to the extension spe...

Страница 97: ...pecific parameters are configurable via web user interface at the path Features Intercom Accept Intercom You can enable or disable the phone to automatically answer an incoming intercom call If Accept...

Страница 98: ...fault You can use multicast paging to quickly and easily forward time sensitive announcements out to people within the multicast group You can configure a multicast paging key on the phone which allow...

Страница 99: ...Confirm to accept the change Note To send RTP stream 1 Press the multicast paging key when the phone is idle The phone sends RTP to a preconfigured multicast address IP Port Any phone in the local ne...

Страница 100: ...akes precedence over all incoming multicast paging calls Valid values in the Paging Barge field 1 to 10 Define the priority of an active call 1 is the highest priority 10 is the lowest Disabled The vo...

Страница 101: ...ure you should specify a SIP URI pointing to a Music on Hold Server account When a call is placed on hold the phone will send a SIP INVITE message to the Music on Hold Server account The Music on Hold...

Страница 102: ...erson but who require assistance from any of multiple persons at the earliest opportunity ACD on the SIP T20P SIP T20 IP phone allows the ACD system to distribute large volumes of incoming calls to th...

Страница 103: ...the ACD key to show your current ACD user status You can press the OK key to set your ACD user status to Available Unavailable ACD user status synchronizes on both IP phone and ACD system When you set...

Страница 104: ...e system server to leave a voice mail and then hang up To configure voice mail access codes via phone user interface 1 Press 2 Select Messages Set Voice Mail 3 Press or to select the account you want...

Страница 105: ...e is unsolicited for some servers so the SIP T20P SIP T20 IP phone only handles the MWI messages sent from the server But for other servers the MWI service is solicited so the SIP T20P SIP T20 IP phon...

Страница 106: ...ibe for MWI 5 Enter the period time in the MWI Subscription Period Seconds field 6 Click Confirm to accept the change To enable Subscribe MWI to Voice Mail via web user interface 1 Click on Account 2...

Страница 107: ...voice mail number in the Voice Mail field 6 Click Confirm to accept the change The IP phone will subscribe to the voice mail number for MWI service using Subscribe MWI to Voice Mail Note MWI subscript...

Страница 108: ...User Guide for the SIP T20P SIP T20 IP Phone 96...

Страница 109: ...b Why does the phone display Network Unavailable Ensure that the Ethernet cable is plugged into the Internet port on the phone and the Ethernet cable is not loose Ensure that the switch or hub in your...

Страница 110: ...connect a different handset or headset to isolate the problem Why doesn t the phone ring Check that the ringer volume on the phone To adjust the ringer volume setting press the Volume key when the ph...

Страница 111: ...account while a register name matched with a password is used for authentication if the server requires Display name is the caller ID that will be displayed on the callee s LCD screen Server configur...

Страница 112: ...eb user interface 1 Click on Security Password 2 Select user from the pull down list of User Type 3 Enter the new user password in the New Password and Confirm Password fields 4 Click Confirm to accep...

Страница 113: ...Click on Account 2 Select the desired account from the pull down list of Account 3 Click on Advanced 4 Select the desired value from the pull down list of RTP Encryption SRTP 5 Click Confirm to accept...

Страница 114: ...alyze your problem To export a PCAP trace via web user interface 1 Click on Settings Configuration 2 Click Start to begin recording signal traffic 3 Recreate the error to be documented in the trace 4...

Страница 115: ...level is set as 6 the debug level 5 Mark the Local radio box in the Export System Log field 6 Click Export to open file download window and then save the file to your local system You can also export...

Страница 116: ...ation file from your local system 3 Click Import to import the configuration file Note How to upgrade firmware To upgrade firmware via web user interface 1 Click on Settings Upgrade 2 Click Browse to...

Страница 117: ...one To reset the phone via phone user interface 1 Press 2 Select Settings Advanced password admin 3 Press or to scroll to Reset Factory and then press The LCD screen prompts Reset To Factory 4 Press t...

Страница 118: ...User Guide for the SIP T20P SIP T20 IP Phone 106...

Страница 119: ...LL FAIL OF ITS ESSENTIAL PURPOSE Save these instructions Read these safety instructions before use The following basic safety precautions should always be followed to reduce risk of fire electrical sh...

Страница 120: ...device shall meet the requirements of the input voltage of the device Please use the provided surge protection power socket only Before plugging or unplugging any cable make sure that your hands are c...

Страница 121: ...e cleaning the device stop using it and disconnect it from the power supply Use a piece of soft dry and anti static cloth to clean the device Keep the power plug clean and dry Using a dirty or wet pow...

Страница 122: ...User Guide for the SIP T20P SIP T20 IP Phone 110...

Страница 123: ...a Havana 05 00 United States Eastern Time 04 30 Venezuela Caracas 04 00 Canada Halifax Saint John 04 00 Chile Santiago 04 00 Paraguay Asuncion 04 00 United Kingdom Bermuda Bermuda 04 00 United Kingdom...

Страница 124: ...cow 03 30 Iran Teheran 04 00 Armenia Yerevan 04 00 Azerbaijan Baku 04 00 Georgia Tbilisi 04 00 Kazakhstan Aktau 04 00 Russia Samara 04 30 Afghanistan 05 00 Kazakhstan Aqtobe 05 00 Kyrgyzstan Bishkek 0...

Страница 125: ...rence 70 Contact Management 26 Copyright i Customizing Your Phone 17 D Declaration of Conformity ii Deleting Contacts 29 Deleting Groups 27 Dial now 46 Dial Plan 44 Do Not Disturb DND 61 Documentation...

Страница 126: ...Status 13 Phone User Interface 5 Placing Calls 53 Placing Calls to Contacts 30 Programmable Keys 42 R Receiving RTP Stream 88 Redialing Numbers 57 Replace Rule 45 Ring Tones 24 S Safety Instructions 1...

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