Basic Troubleshooting

Telephone Does Not Power Up

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Display Shows "URL Call Disabled"

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Display Shows "Waiting for Network" or "Failed to Initialize"

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Call Quality Issues

If you are experiencing call quality issues, contact the ENA CTAC and provide them with the following information:

  • School/library location
  • Time the issue began
  • Description of the issue (e.g., Choppy audio, one way audio, dropping calls)
  • Types of calls are affected (internal, external), inbound, and/or outbound)
  • Extensions impacted (If only some extensions are impacted, provide a list of those extensions experiencing issues.)
  • Specific examples of bad calls (Be sure to include the extension number, the date and time, and the issue experienced on the call. This will allow the ENA CTAC to examine the metrics for the call.)

Feature Usage Issues

If you are experiencing feature usage issues, contact the ENA CTAC and provide them with the following information:

  • School/library location
  • Time the issue began
  • Description of the issue. (What feature is not performing properly? What is the user experiencing?)
  • Frequency of issue (Does the issue occur every time or only sometimes?)
  • Extensions impacted (If only some extensions are impacted, provide a list of those extensions experiencing issues.)
  • Exact steps user is taking to perform the task (e.g., pressing "blindxfer" soft key, entering extension, pressing "enter" soft key, pressing "send" soft key)