Callers to the CSC with issues related to phones or phone services (hard, soft, or otherwise) should no longer be transferred directly the the Telephones group. Please create a ticket detailing the issue and escalate, if needed, as explained below.

Many of the issues that require the services of the Telephones group are beyond the scope of the CSC. However, some troubleshooting might be conducted when initial contact is made with the CSC. Some of the below scenarios include likely causes; you can use these causes to determine if and what troubleshooting might be useful (i.e. the ever-classic, "Is it plugged in?", etc.).

Common Issues

For the following common issues, please gather the information outlined in the “What we need to know” section. Then, submit a TDX ticket with the requested information assigned to IT_FIELD_OPS. Use the Qualtrics Survey link below to submit a request for telephone service:

purdue.link/voice

Fun Fact: Issues with MiFi devices should NOT be assigned to UC_ENGINEERING; MiFi issues should be assigned to ASSET_MGMT

KB 1856118 - Are there general information and guides for requesting a Purdue-owned cellular/MIFI device

Service requests:

“I want to have Purdue Phone Service in my office”

WHAT WE NEED TO KNOW

1. Name and Career Alias e.g., Bob Smith (bsmith)

2. Alternate Contact information e.g., email, mobile phone number, alternative Purdue number

3. Billing account number

4. PIC to place the device at

5. If they want voicemail

“I want to have Purdue Phone Service when I am remote”

WHAT WE NEED TO KNOW

1. Name and Career Alias e.g., Bob Smith (bsmith)

2. Alternate Contact information e.g., email, mobile phone number, alternative Purdue number

3. Billing account number

4. Selections of which devices the caller wants service on (Desktop, Android, iPhone, and Tablet)

5. If they want voicemail

“I can’t access my voicemail”

CAUSE

1. A user has been locked out of the Voicemail from consecutive incorrect PIN entries

2. A user moved locations, took over a new phone, and the phone number was never assigned to them.

a. If the callerID of the caller does not match the name of the caller, you know the phone was never changed to their name

WHAT WE NEED TO KNOW

A user forgot their PIN

1. Name and Career Alias e.g., Bob Smith (bsmith)

2. Phone number e.g., (765)494-4000, (765)496-5555

3. Alternate Contact information e.g., email, mobile phone number, alternative Purdue number

4. A note explaining to reset their PIN, or to put service in their name

A user has transferred locations and is taking over the phone in a new room

1. Name and Career Alias e.g., Bob Smith (bsmith)

2. Phone number e.g. (765)494-4000, (765)496-5555

3. Alternate Contact information e.g., email, mobile phone number, alternative Purdue number

4. Billing account number

5. Office location of device

6. Description detailing this issue, e.g., “User is not associated with directory number”

7. If they want voicemail service

“This phone says a different name than mine when I call someone”

CAUSE

1. The user is not provisioned for their device

WHAT WE NEED TO KNOW

1. Name and Career Alias e.g., Bob Smith (bsmith)

2. Phone number e.g. (765)494-4000, (765)496-5555

3. Alternate Contact information e.g., email, mobile phone number, alternative Purdue number

4. Billing account number

5. Office location of device

6. Description detailing this is the issue e.g., “User is not associated with directory number”

7. If they want voicemail service

“My phone won’t boot”

CAUSE

1. The phone’s ethernet cable is plugged into the wrong port, so it will not receive power

a. When looking at the back of the phone, the cable from the PIC to the phone should be plugged into the left most port of the phone

2. The PIC the phone is plugged into is not provisioned*

a. A data ticket should be submitted in this case to activate the PIC

3. The phone is plugged into a switch, so it will not receive power.

a. The phone needs to be plugged in directly to the PIC

4. The phone has physical damage

a. The phone needs to be replaced

WHAT WE NEED TO KNOW

1. Name and Career Alias e.g., Bob Smith (bsmith)

2. Phone number e.g. (765)494-4000, (765)496-5555

3. Alternate Contact information e.g., email, mobile phone number, alternative Purdue number

4. Billing account number

5. Office location of device

6. Description detailing the issue e.g., “Phone is incorrectly wired”

“My phone is not registering”

CAUSE

1. Phone lost network connectivity and will not re-register with the Call Manager

a. Re-boot the phone by unplugging the ethernet cable to PIC and plugging it back in

2. Phone has been unplugged for too long, and the security certificate has expired

a. This device will need to be factory reset – See “Instructions for factory resetting Cisco Phones” (Bottom of page)

WHAT WE NEED TO KNOW

1. Name and Career Alias e.g. Bob Smith (bsmith)

2. Phone number e.g. (765)494-4000, (765)496-5555

3. Alternate Contact information e.g. email, mobile phone number, alternative Purdue number

4. Billing account number

5. Office location of device

6. Description detailing this issue e.g., “Device is stuck on registering”

Non-standard Calls

For non-standard issues please get the following information from the caller and submit a footprints ticket to the ITAP_UC_ENGINEERING group

1. The name and career alias of caller

2. An alternate contact e.g., an email, mobile phone number, or reference to someone else

3. A description of the reason for the phone call

Instructions for factory resetting Cisco Phones

1. Contact the user on something other than their cisco phone, factory resetting the device will drop the service call.

2. Have the user unplug their phone

3. Press and hold the # key while plugging it back in

4. Once the Headset and Speakerphone buttons have lights, release the # key

5. Then quickly press “123456789*0#”

6. If the phone accepted the reset the Mute button will light up red.

* - Advanced Techniques for the Adventurous CSC Achiever:

Some Specialists, with the proper knowledge and access, may be able to use risque.itap.purdue.edu to determine a PIC's provision status prior to dispatching a service request to the Telephones team. This is extra bonus points; you are neither required nor expected to do this. But, it is possible. For further information on how Risque can make your life more interesting, please see "You and Risque; An Explorer's Guide to Risque-y Behaviour"; a Confluence page coming soon to a wiki near you.

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