Carnegie Mellon University

Troubleshooting Your UC Phone

Follow the instructions below to troubleshoot your UC phone before you request a repair.

If you cannot listen to your voicemail messages, do the following.

  • Verify that you are entering the correct PIN when dialing into your voicemail.
  • Verify that you are not locked out of your voicemail account because you entered your PIN incorrectly 3 times total.
  • To reset your PIN, visit, then click Reset your PIN.
  • Verify that the ethernet cable is plugged into an outlet equipped with PoE and Voice Data.
  • Try another ethernet outlet and cable.
  • Reseat the ethernet cable (unplug and plug back in).
  • Disconnect other equipment (e.g., answering machine, etc.)
  • Verify that your phone and/or jabber status is not set to DO NOT DISTURB.
  • Verify that the ethernet cable is properly plugged in.
  • Try another ethernet cable.
  • Try another ethernet outlet.
  • Verify that you dialed "9" before the phone number, if you are forwarding your calls to an outside (non-CMU) number.
  • Verify that you have emptied your deleted voice mailbox messages, which count against your total mail quota.