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IP Office Troubleshooting

IP Phone Displays "Invalid set Type" or "Wrong set Type"


Issue
When installing or restarting an IP phone, the display shows "Invalid set Type" or "Wrong set Type".

Potential Cause
For IP phones to function properly, one of the following two process must take place:
An IP extension is created and the user logs onto the IP phone with that assigned extension number.
No IP extension is created via Manager and the user of the IP phone enters an unused extension number and the IP extension is automatically created.

Actions
To resolve this issue, perform either action I or II and then action III if necessary.
I. Via Manager, check that there is an IP extension created for the IP phone in question.

PROCEDURE

To check for an IP extension and create a new one if necessary:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click Extension. A list of configured extensions are displayed. Look for an IP extension, represented by the icon.
i. If there is one, check that it is not assigned to another IP phone or user, then have the user log onto the IP phone using this extension number.
ii. If there is no IP extension or not one available for use, create one by doing the
following:
a. Right-click within the Extension window and select New.
b. In the Extension field of the IP Extension configuration window, enter a new extension number (one that is not currently listed). By default, any manually created extension becomes an IP extension.
c. Click OK.
d. Click and reboot the system.
e. Use the newly created extension number to log onto the IP phone.

II. Alternatively, you can have the user log onto the IP phone by entering a new extension number (one that is NOT associated with a non-IP extension). By doing this, an IP extension number is automatically created (if the Auto-create Extn Enable function is checked - it is checked by
default).

PROCEDURE

To check that the Auto-create Extn Enable function is checked, do the following:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click System. Open the IP Office system being configured.
3. On the Gatekeeper tab, check that the Auto-create Extn Enable function is checked.

III. If this extension number needs to be associated with a particular user, do the following:

PROCEDURE

1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click User.
If the user is already created, associate the new extension to the user by doing the following:
i. Double-click the user in question.
ii. Enter the extension number into the Extension field. Note that changing a user's extension number affects the user's ability to collect Voicemail messages from their own extension. Each user's extension is set up as a "trusted location" under the Source Numbers tab of the User configuration form. This "trusted location" allows the user to dial *17 to collect Voicemail from his own extension. Therefore if the
extension number is changed so must the "trusted location".

The following related configuration items are automatically updated when a user extension is changed:
Hunt group membership (disabled membership state is maintained).
Coverage lists containing this user.
Diverts to this user.
Incoming call routes to this destination.
Internal auto-attendant transfer-targets.
Dial in source numbers for access to user's own voicemail.
iii. Click OK.
iv. Click and merge the updates back to the system.
If the user has not been created, create the user by doing the following:
i. Right-click within the User window and select New.
ii. Enter the user's name in the Name field.
iii. Enter the extension number into the Extension field.
iv. Click OK.
v. Click and merge the updates back to the system.

IV. 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

Log onto the IP phone using the appropriate extension number and then restart the phone again to verify that it logs back on correctly.

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