Troubleshooting

Telephony Terms

Dial Tone is the solid sound you hear when you pick up the telephone handset or turn on the speakerphone, indicating the line is in-service and ready to place a call.

UW Phone Lines use three types of technologies; analog, digital, and VoIP (Voice over Internet Protocol). All UW sites have analog service but not all have digital and VoIP. UW IT connects the type of service based on the facilities available in your building. Service and equipment must be of the same technology as the line they are being connected to.

Analog lines translate audio signals into electronic pulses. Analog is the most common type of landline in residences and small businesses. They support such services as analog and cordless telephone sets, fax machines, modems, credit card machines, and alarm services. Note that cordless phones described as digital refers to the signaling between the handset and base, not the type of line needed for the service. They are analog and must be connected to an analog line. Departments must purchase all required analog equipment.

Digital lines change audio signals into binary code. They allow for advanced phone features such as the ability to answer multiple phone lines for multiple phone numbers on a single set.

VoIP lines convert analog voice signals into digital data packets and support real-time, 2-way transmission of conversations using Internet Protocol (IP). They support multi-line services with advanced phone features, such as the ability to answer multiple phone lines for multiple phone numbers on a single set.

Common Phone Problems

Issue	Action	If Not Resolved
Have dial tone but can’t answer/calls answered at a different number	Calls may be forwarded to another number. Pick up handset, dial *73 to cancel call forwarding.	Try action for hearing a short ring. If still not working, contact UW IT.
Have dial tone, hear a short ring but can’t answer calls	Send All Calls (SAC) feature may be activated. Deactivate but depressing pre-programmed SAC button or enter *78.	Try action for calls answered at a different number. If still not working, contact UW IT.
Have dial tone but the phone doesn’t ring	Analog phones must to be set to tone vs. pulse. Normally the set has a switch. Analog phones usually have a volume control button, slider, or wheel. Check your manual (often found online by brand and model) Digital and VoIP sets have up and down volume control buttons/levers on the base of the phone	Departments must replace analog sets. If you have questions, contact UW IT. Contact UW IT for additional help resolving digital and VoIP trouble.
No dial tone	Verify cord is securely connected to phone and active wall jack. Verify handset cord is securely connected to phone and handset. If your set has a speakerphone, verify whether or not you can hear dial tone through it. For digital and analog sets, try the phone set in another wall jack that you know is working for the same type of line. For analog sets, a fax line can be used. For VoIP sets, unplug the cord from the back of the set for a minute, then plug the phone back in to reboot it	If your set works in another location but not yours, contact UW IT. Departments must replace analog sets that do not work. If you have questions, contact UW IT. Contact UW IT for additional help resolving digital and VoIP trouble.
Cordless phone doesn’t work	Require batteries. Replace or recharge them. Verify the power cord is plugged in. Verify the phone cord is plugged into both the phone base and wall jack, and the power cord is connected. Test wall jack by connecting another known working analog phone to it Note that the range of use for cordless phone signal depends on the environment it’s used in.	If neither set works in the same wall jack, contact UW IT. If the known working phone works in the jack, the cordless phone is the problem.

If you have an issue not listed above or that persists, submit a request using the Telecom Help Form. An analyst will assist with various troubleshooting steps and check the status of your service line. Depending on the type of the issue, UW-IT may need to dispatch a technician for repair. Please note that if UW-IT finds the issue to not lie in UW-IT equipment or facilities, the department may be charged for the visit.