FAQ - Cisco phone system

If your phone displays “Phone registration in progress” or “Network being detected”, you have two options for solving the problem yourself:

Reset phone to factory settings

• Step 1: Open settings (press the gear icon)
• Step 2: Select administrator settings
• Step 3: Select item 5 Reset settings
• Step 4: Select item 2 All settings
• Step 5: Select Reset

Your phone will now restart automatically.

If the error is not rectified after the restart, carry out the following steps:

Reset the phone

• Step 1: Switch off the phone by disconnecting it from the power supply.
• Step 2: Plug the phone back in.

           Important: Press and hold the “#” key while the phone restarts automatically.

           Now the headset lamp (bottom right) lights up green.

• Step 3: Press the keys in the following order: 1, 2, 3, 4, 5, 6, 7, 8, 9, *, #

           After the entry, the mute button (bottom right) lights up red and the reset is carried out automatically. This may take a few minutes.

If the error still persists, please contact the IT Service Desk (servicedesk@itc.rwth-aachen.de). Indicate in the e-mail that you have already carried out the steps.

• If you want to reach a phone number within the RWTH, it is sufficient to dial the last 5 digits of the phone number, e.g. instead of +492418012345 only 12345.
• For external numbers either start with the prefix code "0" or with "+" and the corresponding country code, e.g. 00241... for Aachen or 00031... or +31... (for the Netherlands)
• This also applies to cell phone numbers.
• These rules also apply when setting up call forwarding!

Incidents can be reported to the IT-ServiceDesk via fax, email oder telephone.
We ask you to please include all the information requested in the forms in order to avoid unnecessary back and forth and ensure a swift resolution of the incident.

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Users who have logged off from all devices are unreachable if they have not otherwise informed the telephone system where the call is to be routed.
The way to do this is to set call forwarding.
Users can configure under which conditions calls should be diverted: This can also be initiated precisely for the case that one is no longer logged on to any device
See: Forwarding using the TK-Portal

When a name is changed, the display name on the display is automatically replaced by the new name.

If a person changes the institute, the adjustment of the institute abbreviation in the display name can be adjusted by the person with the role “Telephony administration”.

If there is no person with this role at the institute, please contact the IT Service Desk (servicedesk@itc.rwth-aachen.de) with the following information:

• Current display name
• New display name if necessary

The new telephones are no longer personal, but are assigned to a specific workstation. If you change your workplace, the phones will remain at your old workplace.
After the move, use the phone at the new workstation by logging on to the phone with your user data. Your phone number and individual settings are now stored on the new phone.

Important: Do not unplug any cables from the phone or the switch, otherwise the data port trap will be automatically blocked by our security configuration. The devices can then no longer be used. Reactivation is only possible through the IT Center. Please contact the IT Service Desk (servicedesk@itc.rwth-aachen.de) for this purpose.

Speed dialling destinations can be defined for the Cisco phone in the TK-Portal. There are instructions on how to set and retrieve speed dial destinations.

The new phone system also provides the option of accessing phone books on the Cisco phone. There you can search for contacts and start a call. There are instructions on how to search the phone book.

Cisco telephones should be used with a USB headset. Most headsets should come with appropriate adaptors. Should you require a new headset or an adaptor, please contact the IT contact person in your institute.

When using the standard configuration, the screen will be turned on automatically from 07:30 until 18:00. After this time, the screen will only remain illuminated for an hour after the device is used.

The angle of the phone can be adjusted by around 10 to 20 degrees. The silver stand of the phone can be adjusted accordingly.

An overview of the available telephony devices for the new system can be found under Cisco Phones.