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Troubleshooting

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

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

Why is the phone LCD screen blank?



Ensure your phone is properly plugged into a functional AC outlet.



Ensure that the phone isn’t plugged into a plug controlled by a switch that is off.



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



If your phone is powered from PoE, ensure you use a PoE compliant switch or hub.
Contact your system administrator for more information.



Check that the power LED is on to ensure the phone is powered on.

Why does the phone display ―No Service‖?

The phone LCD screen prompts ―No Service‖ message when the SIP accounts do not

Why can I not get a dial tone?

Check for any loose connections and that the phone has been installed properly. For the
installation instructions, refer to

Phone Installation

on page

Check whether the dial tone is present on one of audio modes.



Switch between the Handset, Headset (if present) or Hands-Free Speakerphone to
check if the dial tone is present for one of audio modes.



If the dial tone exists on another audio mode, connect another handset or headset
to isolate the problem.

Why does the phone not ring?

Check the ringer volume on your phone. To adjust the ringer volume setting, press the
volume key when the phone is on-hook and idle. For more information, refer to

Volume

on page

Содержание Yealink SIP-T20P

Страница 1: ......

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

Страница 3: ...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 1 Reorient or relocate the receiving ante...

Страница 4: ......

Страница 5: ...ctions in this guide before you set up and use the SIP T20P IP phone If this is your first time using SIP T20P IP phone we recommend that you first refer to the Quick Installation Guide and Quick Refe...

Страница 6: ...User Guide SIP T20P IP Phone vi Call Forward on page 55 Busy Lamp Field BLF on page 69 Shared Line on page 72 BLF List on page 72...

Страница 7: ...Interfaces 6 Phone User Interface 6 Web User Interface 6 Documentations 8 Getting Started 9 Packaging Contents 9 Phone Installation 11 Phone Initialization 13 Phone Status 14 Basic Network Settings 1...

Страница 8: ...Answering Calls 47 Ending Calls 48 Redialing Numbers 49 Auto Answer 49 Auto Redial 50 Call Completion 51 Call Return 52 Call Mute 52 Call Hold Resume 52 Do Not Disturb DND 53 Call Forward 55 Call Tra...

Страница 9: ...Stream 79 Receiving RTP Stream 80 Music on Hold 81 Automatic Call Distribution ACD 82 Voice Mail 83 Message Waiting Indicator MWI 85 Troubleshooting 87 Regulatory Notices 93 Service Agreements 93 Limi...

Страница 10: ......

Страница 11: ...ardware Component Instructions Icon Instructions LED Instructions User Interfaces Documentations If you require additional information or assistance with your new phone contact your system administrat...

Страница 12: ...T Key Toggles the headset mode TRAN Key Transfers a call to another party Redial Key Redials a previously dialed number Speakerphone Key Toggles the hands free speakerphone mode Volume Key Adjusts the...

Страница 13: ...phone 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 Voice Mail Auto An...

Страница 14: ...User Guide SIP T20P IP Phone 4 Icon Description Recording starts successfully Recording cannot be started Recording cannot be stopped...

Страница 15: ...tion Solid green The monitored user is idle Fast flashing green The monitored user receives an incoming call Slow flashing green The monitored user is busy Off The monitored user does not exist Line k...

Страница 16: ...MENU key to access the phone user interface The Advanced Settings options are administrator level features only the default password is admin case sensitive For more information on customizing your p...

Страница 17: ...mous Call Anonymous Call Rejection DND Basic Phone Settings Language Time Date Administrator Password Ring Tones Call Waiting Keypad Lock Phone Volume Logo Customization Contact Management Local Direc...

Страница 18: ...T20P IP phone Name Contents Where found Format Language Quick Installation Guide Basic set up of the phone In the package PDF English Quick Reference Guide Basic call features and phone customization...

Страница 19: ...P phone The topics include Packaging Contents Phone Installation Phone Initialization Phone Status Basic Network Settings Registration Idle Screen If you require additional information or assistance w...

Страница 20: ...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 missing contact yo...

Страница 21: ...install the phone with the components in the packaging contents Attach the Stand Connect the Handset and optional Headset Connect the Network and Power 1 Attach the Stand 2 Connect the Handset and op...

Страница 22: ...C power 1 Connect the DC plug on the power adapter to the DC5V port on the phone and connect the other end of the power adapter into an electrical power outlet 2 Connect the supplied Ethernet cable be...

Страница 23: ...ion DHCP Dynamic Host Configuration Protocol By default the phone attempts to contact a DHCP server in your network in order to obtain its valid network settings e g IP address subnet mask gateway DNS...

Страница 24: ...iew the specific information To view the phone status via web user interface 1 Open the web browser of your computer 2 Enter the IP address in the browser s address bar and then click Enter 3 Enter th...

Страница 25: ...le other phones In this case your system administrator will configure the phone parameters beforehand so that after you start up your phone the phone will be registered and ready to use If your phone...

Страница 26: ...User Guide SIP T20P IP Phone 16...

Страница 27: ...phone user interface is English The phone will detect and use the same language as which of your internet browser for the web user interface If the language is not supported by the phone the web user...

Страница 28: ...configure the phone to obtain the time and date from the SNTP server automatically or configure the time and date manually To configure the SNTP settings via phone user interface 1 Press 2 Select Set...

Страница 29: ...s via web user interface at the path Phone Preference You can change the administrator password to protect your phone from unauthorized use Only the users owning the administrator password have the pe...

Страница 30: ...can be accessed by pressing or the MESSAGE key but cannot be configured Function Key The function keys are locked You cannot use the MESSAGE CONF HOLD MENU MUTE TRAN RD Directory OK X line keys and na...

Страница 31: ...ld 4 Press to accept the change 5 Long press to lock the keypad immediately when the phone is idle The LCD screen prompts Keypad Locked and displays the icon If the keypad lock feature is activated to...

Страница 32: ...activate the keypad lock via web user interface at the path Phone Preference Note You can press the Volume key to adjust the receiver volume of currently used audio devices handset speakerphone or hea...

Страница 33: ...hone via phone user interface 1 Press 2 Select Settings Basic Ring Tones 3 Press or to select the desired ring tone 4 Press to accept the change To select a ring tone for the phone via web user interf...

Страница 34: ...ing ways Manually From call history Adding Contacts Manually To add a contact to the local directory manually 1 Press 2 Select Local Directory 3 Select the desired contact group For example select Con...

Страница 35: ...ld 11 Press to accept the change Note Adding Contacts from Call History To add a contact to the local directory from the call history 1 Press 2 Press or to select the desired entry 3 Press 4 Press to...

Страница 36: ...ress The LCD screen prompts Delete selected Item 6 Press to confirm the deleting To place a call to a contact in the local directory 1 Press 2 Select Local Directory Contact List 3 Press or to select...

Страница 37: ...interface 1 Click on Contacts Local Directory 2 Click Browse to select a contact list file file format must be xml from your local system 3 Click Import XML to import the contact list The web user int...

Страница 38: ...sts and searching for a contact in the blacklist refer to the operating instructions of Local Directory on page 24 The SIP T20P IP phone maintains call history lists of Dialed Calls Received Calls Mis...

Страница 39: ...warded 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 24 To delete an entr...

Страница 40: ...headset icon disappears when the headset mode is deactivated You can use headset in priority when enabling the headset prior feature This feature is especially useful for permanent or full time headse...

Страница 41: ...Line keys You can assign predefined functionalities to the line keys located on the right of the phone Line keys allow you to use quick access features such as call return or voice mail The line keys...

Страница 42: ...e account this feature will be applied to Value the number you want to dial out Usage Press the DSS key to dial out the number specified in the Value field using the account selected from the Account...

Страница 43: ...pplied to Value the group pickup feature code Usage Press the DSS key on your phone when a phone number in the group receives an incoming call The call is answered on your phone DTMF You can use this...

Страница 44: ...ring an active call to set 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...

Страница 45: ...this key feature to activate or deactivate the DND mode You can also use this key feature to access the custom DND interface For more information refer to Do Not Disturb DND on page 53 Dependencies Ty...

Страница 46: ...e 1 During a call press the DSS key to activate the group listening mode You can then speak and listen through the handset headset other people at your side can listen through speaker at the same time...

Страница 47: ...t to update configurations Keypad Lock You can use this key feature to immediately lock the keypad of your phone instead of long pressing For more information refer to Keypad Lock on page 20 Dependenc...

Страница 48: ...m administrator for more information 6 Press to accept the change To disable an account via phone user interface 1 Press 2 Select Settings Advanced Accounts 3 Select the desired line 4 Select Disable...

Страница 49: ...1 91618 91715 etc The should be followed by the sequence number of a parenthesis The plus the sequence number means the whole character or characters placed in the parenthesis The number directs to th...

Страница 50: ...al Plan Replace Rule 2 Select one or more replace rules by checking the check box es 3 Click Delete to delete the replace rule s You can configure one or more dial now rules on your phone When the dia...

Страница 51: ...code area For example area code is configured as code 011 Minimum Length 4 Maximum Length 11 then when you dial out the number 56789 the phone will add the area code and dial out the number 01156789...

Страница 52: ...via web user interface 1 Click on Phone Preference 2 Enter the emergency services number in the Emergency field For multiple numbers enter a between each emergency number The default emergency numbers...

Страница 53: ...ll dial out the hotline number automatically after the specified delay time To configure the hot line number via phone user interface 1 Press 2 Select Features Hot Line 3 Enter the desired numbers in...

Страница 54: ...User Guide SIP T20P IP Phone 44...

Страница 55: ...hone The 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 Call...

Страница 56: ...e handset 1 Pick up the handset 2 Enter the desired number using the keypad 3 Press or By default the key is set as send You can set the key as send key or set neither of them as send keys For more in...

Страница 57: ...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 speakerphone U...

Страница 58: ...et 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 Press The in...

Страница 59: ...the phone to automatically answer an incoming call on the line To configure auto answer via phone user interface 1 Press 2 Select Settings Advanced password admin Accounts 3 Select the desired accoun...

Страница 60: ...ult time interval is 10s 5 Enter the desired times in the Times field the default times are 10 6 Press to accept the change You can also configure auto redial via web user interface at the path Phone...

Страница 61: ...user interface at the path Phone 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 phone re...

Страница 62: ...rn key via web user interface at the path Phone DSS Keys You can mute the microphone of the active audio device during an active call then the other party cannot hear you To mute a call 1 Press during...

Страница 63: ...etails of the calls by pressing the corresponding line key and then press to retrieve the call You can use the DND feature to reject the incoming calls automatically on the phone and the callers can h...

Страница 64: ...rom the DND field 5 Optional Enter the DND on code or off code respectively in the DND On Code or DND Off Code field 6 Press to accept the change The icon on the idle screen indicates that the Do Not...

Страница 65: ...l be rejected automatically and n Missed Call n indicates the number of the missed calls will prompt on the LCD screen Note You can configure your phone to forward incoming calls to another party by t...

Страница 66: ...one Call forward in phone mode means that the call forward feature is effective for the phone system Custom Call forward in custom mode means that you can configure the call forward feature for each a...

Страница 67: ...calls to when the phone is busy in the Forward to field 3 Optional Enter the busy forward on code or off code respectively in the On Code or Off Code field c If you select No Answer 1 Press or to sele...

Страница 68: ...y 1 Press or to select Enable from the Busy field 2 Enter the destination number you want to forward all incoming calls to when the phone is busy in the Forward to field 3 Optional Enter the busy forw...

Страница 69: ...the following Press when the phone is idle Press or to select the desired account Press or to select Off to disable the call forward Press to accept the change Press select Features Forward Press or t...

Страница 70: ...ll when the target phone is ringing Attended 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 Pres...

Страница 71: ...all To configure call waiting via phone user interface 1 Press 2 Select Features Call Waiting 3 Press or to select Enable from the Call Waiting field 4 Press or to select Enable from the Play Tone fie...

Страница 72: ...nd 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 Press to join the two calls in the conference on accoun...

Страница 73: ...call for specific servers may be different from that introduced above Contact your system administrator for more information You can use call park feature to place a call on hold and then retrieve th...

Страница 74: ...incoming call on the phone The SIP T20P IP phone supports the direct call pickup and group call pickup features Direct call pickup is used for picking up a call that is ringing at a specific phone nu...

Страница 75: ...up a call directly 1 Press the pickup key on your phone when the specific phone number receives an incoming call The incoming call is answered on your phone Group Call Pickup To configure a group pic...

Страница 76: ...Anonym Call 3 Press or to select the desired line from the Line ID field 4 Press or to select Enable from the Anonym Call field 5 Optional Enter the anonymous call on code in the Call On Code field 6...

Страница 77: ...one user interface 1 Press 2 Select Features Anonym Call 3 Press or to select the desired line from the Line ID field 4 Press or to scroll to the Rejection field 5 Press or to select Enable from the R...

Страница 78: ...User Guide SIP T20P IP Phone 68...

Страница 79: ...friend picks up his phone to make a call the BLF key LED illuminates flashing green on your phone to indicate that the friend s phone is in use and busy For more BLF key LED indications refer to LED...

Страница 80: ...r BLF pickup feature to allow the LCD screen of the monitoring phone to display the caller ID To enable the visual and audio alert feature via web user interface 1 Click on Phone Features Call Pickup...

Страница 81: ...desired transfer mode from the pull down list of Transfer Mode via DSSkey Depending on your selection If you select Blind Transfer press the BLF key to complete the blind transfer to the monitored pho...

Страница 82: ...field 3 Click on Advanced 4 Enter the BLF List URI in the BLF List URI field 5 Optional Enter the BLF pickup code in the BLF List Pickup Code field 6 Optional Enter the BLF barge in code in the BLF Li...

Страница 83: ...number using the keypad 3 Press or To place the call on public hold 1 Press when there is an active call on the shared line The line key LED illuminates flashing when the shared line call is placed on...

Страница 84: ...all by pressing the line key either a short or long press on any other phone shares the line Do one of the following Press the line key to barge in the active call Long press the line key Press to bar...

Страница 85: ...face 1 Press 2 Select Features DSS Keys 3 Select the desired DSS key 4 Press or to select URL Record from the Type field 5 Enter the URL e g http 10 1 2 224 phonerecording cgi in the URL Record filed...

Страница 86: ...access code Note Intercom is a useful feature in an office environment to quickly connect with the operator or the secretary You can press the configured intercom key to automatically connect with a r...

Страница 87: ...it automatically answers an incoming intercom call You can also enable the phone to automatically answer an incoming intercom call while there is already an active call on the phone the active call i...

Страница 88: ...n muted for incoming calls Intercom Mute is disabled by default Warning Tone You can enable or disable the phone to play a warning tone when receiving an intercom call If Warning Tone is enabled the p...

Страница 89: ...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 Multi Paging from the Key Type field 6 Enter the multicast IP address and port nu...

Страница 90: ...You can also change the behavior of how the phone handles incoming multicast paging calls by configuring specific parameters via web user interface The specific parameters are Paging Barge and Paging...

Страница 91: ...hen receiving the RTP multicast 6 Click Confirm to accept the change Note Music on hold MOH is the business practice of playing recorded music to fill the silence that would be heard by the callers wh...

Страница 92: ...istered IP phone users To use this feature you should configure an ACD key in advance To configure an ACD key via phone user interface 1 Press 2 Select Features DSS Keys 3 Select the desired DSS key 4...

Страница 93: ...e SIP T20P IP phone You can also listen to the voice mails stored in a centralized location When receiving a new voice mail the phone will play a warning tone and the MESSAGE key LED will illuminate T...

Страница 94: ...listen to the voice mails Note To view the voice mail via phone user interface 1 Press 2 Select Messages View Voice Mail The phone LCD screen displays the amount of voice mails that includes new or ol...

Страница 95: ...sent from the server But for some servers the MWI service is solicited In this case the SIP T20P IP phone must enable the MWI Subscription for MWI messages Note The MWI Subscription parameters you nee...

Страница 96: ...User Guide SIP T20P IP Phone 86...

Страница 97: ...the phone is powered on Why does the phone display No Service The phone LCD screen prompts No Service message when the SIP accounts do not register successfully Contact your system administrator for m...

Страница 98: ...r to Phone Installation on page 11 Check to ensure that the headset mode is activated Refer to Headset Activation Deactivation on page 30 Check to ensure that the headset volume is adjusted to an appr...

Страница 99: ...nfirm Note How to upgrade firmware To upgrade firmware via web user interface 1 Click on Upgrade Basic 2 Click Browse to select the firmware from your local system 3 Click Upgrade to upgrade the firmw...

Страница 100: ...ocal system You can also export the system log to a Syslog Server Contact your system administrator for more information How to export import Phone Configurations We may need you to provide your phone...

Страница 101: ...ct the desired account from the pull down list of Account 3 Click on Advanced 4 Mark the On radio box in the Voice Encryption SRTP field 5 Click Confirm to accept the change Note The SRTP feature is n...

Страница 102: ...User Guide SIP T20P IP Phone 92...

Страница 103: ...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 104: ...hall 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 completel...

Страница 105: ...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 powe...

Страница 106: ...User Guide SIP T20P IP Phone 96...

Страница 107: ...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 108: ...scow 03 30 Iran Teheran 04 00 Armenia Yerevan 04 00 Azerbaijan Baku 04 00 Georgia Tbilisi 04 00 Kazakhstan Aktau 04 00 Russia Samara 05 00 Kazakhstan Aqtobe 05 00 Kyrgyzstan Bishkek 05 00 Pakistan Isl...

Страница 109: ...DND 53 Documentation 8 DSS Keys 31 Dual Headset 31 Dynamic Forwarding 55 E Editing Contacts 25 Emergency Number 42 Ending Calls 48 G General Settings 17 Getting Started 9 H Hardware Components Instru...

Страница 110: ...s 49 Registration 38 Replace Rule 39 Ring Tones 23 RTP Stream 79 S Safety Instructions 93 Searching for Contacts 27 Semi attended Transfer 60 Sending RTP Stream 79 Service Agreement 93 Shared Line 72...

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