---
title: "Legacy Desk Phone Troubleshooting"
canonical: "https://tech.calpoly.edu/space/CPKB/3506351/Legacy%20Desk%20Phone%20Troubleshooting"
format: markdown
---
## Problem

"I am having an issue with my campus desk phone."

## Solution

### General

<details>
<summary>Display malfunction</summary>

Are the phone and handset plugged in?

- Check the connections between phone and wall jack.
- Unplug the phone from the base and wait for 1 - 2 minutes before re-plugging in the phone.
</details>

<details>
<summary>No dial tone</summary>

Are the phone and handset plugged in?

- Check the connections between phone and wall jack.

Are all analog extension phones hung up?

- Check all analog connections.
</details>

<details>
<summary>No ring</summary>

Is the bell/ringer volume up?

- Check ringer volume. Press the** +** button while the phone is ringing until the desired level is reached.

Is the phone plugged in?

- Check the connections between phone and wall jack.

Is the line on "call divert" or "follow me"?

- Check the phone display and remove "diversion" or "follow me."

Are all analog extension phones hung up?

- Check all analog connections.
</details>

### After Maintenance or Upgrade

<details>
<summary>Forwarding</summary>

Sometimes forwarding settings are reset during phone system maintenance or an upgrade. Re-forward the phone's **External Call Forward** and **Follow Me** settings. If there are multiple **Profiles**, the phone will revert to **Profile 1**.
</details>

<details>
<summary>Loud ringer</summary>

Press the **-** button on your phone to turn down the volume.
</details>

<details>
<summary>Not receiving calls on second line</summary>

Press the **Accept 2nd Call** button on your phone to turn on this feature.
</details>

<details>
<summary>Voicemail light is not properly synced</summary>

If either the **Message Waiting** light is flashing and there are no messages, or the light is not flashing and there are messages in the voicemail box, re-sync your phone with the voicemail system.

1. Call your campus phone number.
2. Leave a message.
3. Access your voicemail box and remove the message
</details>

<details>
<summary>Recent calls log only shows calls since maintenance or upgrade</summary>

Unfortunately, the **Recent Calls Log** is cleared during the maintenance.
</details>


> ℹ️ Notify your department's Telephone Coordinator to submit a [Campus Phone Services request](https://calpoly.atlassian.net/servicedesk/customer/portal/2/group/10/create/168).