Phone Service Disruption

Service Overview 

The University of Central Oklahoma uses Cisco IP Phone 8851's as the default phone for Faculty and Staff. These are Voice over IP (VoIP) phones and connect to UCO's network via Ethernet cable. Your UCO workstation (PC or Mac) and the phone can share the same data connection.  In addition to connectivity, that same Ethernet cable also uses Power over Ethernet (PoE), provided by the Cisco 3850 switch, to power up the phone. If your phone is not working properly (ie-> no dial tone, black screen, screen stuck at registering, or some other issue), you may try a few things to troubleshoot the issue. Of course, if that does not work, please create a service request and one of our technicians would be happy to assist. UCO OIT is here to help!  

Available To 

Faculty and Staff

Getting Started

To troubleshoot a phone service disruption, please try the following troubleshooting steps:

  • Power-cycle the phone.
  1. Unplug the Ethernet cable from the Network port on the back of the phone.
  2. Wait 10 seconds and then plug the Ethernet cable into the Network port on the back of the phone.

 

If that does not resolve the issue, please try the following troubleshooting steps:

  • Reset the Phone to the Factory Settings from the Phone Menu
  1. Press Applications.
  2. Choose Administrator settings > Reset settings > All settings.
  3. The phone resets.

OR

  • Reset the Phone to the Factory Settings from the Phone Keypad
  1. Remove power from the phone by unplugging the Ethernet cable from the Network port on the back of the phone.
  2. Wait 10 seconds.
  3. Press and hold # and plug the Ethernet cable into the Network port on the back of the phone.
  4. When the Headset and Speaker buttons are lit, release # and enter the following key sequence:
    • 123456789*0#

The light for the Headset button turns off after you press the 1 key. After you enter the key sequence, the Mute button lights.

CAUTION

Do not power down the phone until it completes the factory reset process, and the main screen appears.

The phone resets.

If a power-cycle or factory reset of the phone does not resolve the service disruption, please create a service request. 

Report Disruption

Do you need to report a Phone Service Disruption?

Please use the Report Service Disruption link and provide the following information:

  • Primary extension
  • MAC address of phone
  • Location (building and room #)

Related Services 

Service Fees or Additional Costs

There is no additional fee or charge for this service.