IP Office Troubleshooting
User Cannot Make External Calls and Phone Displays "No User"
Issue
A user cannot make external calls and the telephone display shows "No User".
Actions
I. Check the user's configuration for Hot Desk settings. Hot desking allows several users to use the same extension, but each user logs in to access their user settings and Voicemail. Any phone can be used to hot desk. Hot desking is useful for people who are not at their desks throughout long periods of the day. Each user can be defined as a Hot Desk user by assigning a Login Code for use on any phone.
PROCEDURE
To check this user's Hot Desk settings:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select User and double-click the user in question.
3. On the Telephony tab, check to see if there is any information in the Login Code field.
• If there is a code entered, it means the user in question can make use of the hot desk feature. If the user can remember the assigned login code, have the user dial the default extension login short code (*35*N#), where N represents the login code.
• If there is a login code entered but the user cannot remember the code:
i. Enter a new code (minimum of 4 characters).
ii. Click OK and then to save the changes.
iii. Have the user dial the default extension login short code (*35*N#), where N represents the new login code. Someone may have used the phone is question for hot desking, so this procedure will log the user back on with all its corresponding settings and configurations.
iv. "No User" should no longer be displayed.
• If there is no login code:
i. Enter a code (minimum of 4 characters).
ii. Click OK and then to save the changes.
iii. Have the user dial the default extension login short code (*35*N#), where N represents the login code. Someone may have used the phone is question for hot desking, so this procedure will log the user back on with all its corresponding settings and configurations.
iv. "No User" should no longer be displayed.
II. If the default extension login short code (*35*N#) does not allow the user to log onto the phone, it may be because the default short code has been amended.
PROCEDURE
To check the list of system short codes for the extension login short code:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select Shortcode. The list of system short codes are displayed.
3. Under the Feature heading, look for ExtnLogin. If displayed, double-click it to display the short code configuration. The short code configuration should look similar to the following (with the only difference being the short code number).
4. Have the user apply this short code to log onto the phone.
III. If the problem persists after you have performed ALL these troubleshooting steps, gather the following information BEFORE escalating the issue:
• A copy of the IP Office configuration will be useful before escalating to your support organization.
• The username and password of the configuration must be provided to your support organization for testing purposes.
• Any trace codes or log files generated by the System Monitor application (if available).
• Notes relating to the result of each of the verification steps performed above.
• The customer's network diagram (if applicable).
Validation
After using the ExtnLogin short code to log in, the user should now be logged onto the phone and able to make external calls.
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