Zoom Phone Connection Issues
Description: This document will be used for any phones showing the below:
- The Phone Screen is Blank
- The Phone is showing Unassigned
-
The Phone is showing an extension but there is a
icon
A. The Phone Screen is Blank
Description: If the phone is blank that usually means the that network connection to the phone is not working or the Power over Ethernet is not working for the port
- If the screen is showing up as blank first check that the wire in the back of the phone is connected to the internet port.
- Next check if the wire is connected to the port located on the wall
- Lastly, ask the user if the wire on the wall was moved at any point
- IF the above is checked Escalation is Required
Escalation Process
Networking Team & Field Team are going to be required
- Please have the Service Desk Team retrieve the information for the escalation team
-
Ask the User what type of phone they have located in front of them. (Pictures of the different Phones are below.) (Main difference is the T31 has two buttons on the right hand side while the T43 has eight buttons on the screen.)
T43 T31
- Then ask for the MAC address of the Phone. This is found on the back of the Phone.
- Get the address and location of where that phone is located.
**This is Important to help resolve the issue as soon as possible.**
- Provide the information retrieved above to the Field Team
Field Team
Things to Bring On Site IF Escalated:
- A Replacement Phone of the same model
- An RJ-45 Cable
- A Fluke if possible
- They will have to come on site to assess the issue
- When the Field team reaches the site they should check that the information provided to the service desk matches with the phone they are troubleshooting.
- Next if the phone still is off after confirming the information from the service desk then they have to check the wire leading to the network closet
-
In the network closet confirm that the port that is associated with the wall port has a wire leading to the switch
- If no wire is connected to the port then the issue is that the port wasn’t connected to the switch.
- An RJ-45 Cable is going to need to be connected from the patch port to the switch. (Coordination with the Networking Team is required)
- Talk with the networking team to confirm which port will allow for the phone to be connected)
- Confirm that the phone is working
-
If there IS a wire already connected to the Patch snake the wire until you reach the switch. Check if the port on the switch is showing a color (It shouldn’t because the phone is off)
- You will need to check with Networking to see if the port that it is connected to has PoE
-
If PoE is confirmed then proceed to ask the networking team if the port is operational and BAU
- If they change it confirm that the phone is working
-
If that port isn’t working work with the networking team to confirm a new port to connect to
- Proceed testing to fix the phone
- IF all the above doesn’t work replace the phone by adding a new phone to the configuration
B. The Phone is Showing Unassigned
Description: If the phone is showing Unassigned that usually means that the physical phone is not assigned to a User or Common Area Phone
Handled By: Service Desk/Field Team/Networking Team
NOTE: To fix this issue you must have an admin account within the Zoom Portal to fix the issue
- The First step to fixing this issue is to Un-plug and replug the ethernet cable on the phone in the Internet Port.
- Wait 1-2 minutes after the phone turns on to see if an extension on the top right of the screen shows up and the unassigned error disappears.
- If the issue persists, perform a factory reset of the phone.
- To perform the factory reset tell the user to press and hold the middle of the Arrows section of the phone. When you hold button for 10 seconds it will ask you if you want to factory reset the phone.
- If the issue persists the problem may be that the phone needs to be assigned to a user or common area phone.
- To fix this issue you MUST have Admin access to continue with the troubleshooting. Teams that can perform this is the Unified Communications Team and the Field Team
- Login to the Zoom Portal at capitalhealth_org.zoom.us
- Use your credentials for logging in ex: asdfasdf@capitalhealth.org
- Once logged in on the left-hand side go to the Phone System Management.
- Press on the Phones and Devices Section
- Then go to the Assigned Section and Type in the MAC Address (No formatting is needed just put the MAC Address without any dashes or periods)
- If it is not found there check the Unassigned Section and do the same look for the MAC Address.
- If you find it in any of these sections then an escalation to the Unified Communications team to handle this issue is required.
C. The Phone is showing an extension but there is a 
icon
Description: If this issue is occurring this usually refers to a network issue or a network cable issue.
Handled By: Service Team/Field Team
- Service Desk Team
- They can ask the user to perform a factory reset of the phone to see if this resolves the issue.
- To perform the factory reset tell the user to press and hold the middle of the Arrows section of the phone. When you hold button for 10 seconds it will ask you if you want to factory reset the phone.
-
- If the issue still persists, please request the Field Team to be deployed
- Field Team
- On site check that the patch cable is working and have it replaced if needed.
- Check in the closet if there are any issues with the cable and have it replaced if needed.
- Lastly, check that the port on the switch is GREEN and AMBER
- Amber usually indicates an issue with the port
- Work with the Networking team to find a working port for the phone.
- If the issues persist this will require the Unified Communications team to come on site and try to resolve the issue