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Troubleshooting and Data Updates

Troubleshooting a Voice Services VoIP phone that is not working

Basic service is supported by the TSC.  Troubleshooting resources: troubleshooting instructions For Polycom phones; troubleshooting instructions For Avaya/Nortel 1120E/1140Etroubleshooting information for Cisco ATAs; and network troubleshooting information (requires EID login).

Business and Analog service is supported by the ITS Switchroom (512-471-5711 option 1 or submit an on-line trouble ticket:  SLA for resolution is within two (2) business days except in cases of in building network issues.

If you are uncertain whether the phone service is Basic or Business, look up the class of service here (requires EID login) or contact the ITS Help Desk at 512-475-9400.

Information about Black Box support following the deployment of the new service can be found here.

Updating Caller ID information

Send an email to the ITS Assignment Office at

Known Issues

We have had a few reports of the voicemail message waiting indicator on Polycom phones not accurately reflecting the state of the UTVM box.  A ticket is open with the vendor.Resolved

We have had a few reports of sporadic issues with soft transfer keys disappearing on Polycom sets while on a call.  This issue has been resolved. If you experience this issue, please contact ITS.

Fax ATA (Analog Telephone Adapter) have halted due to a bug from the vendor. No more fax ATAs will be deployed.  Fax lines will be converted to new Analog Gateways.  Any existing fax ATAs are in process of being converted to new analog gateways.Analog conversions in process

Busy lamp field (BLF) keys that allow one phone to monitor the status of lines on other phones may get ‘stuck’ reflecting the wrong state for the monitored line—most often: a) permanently blinking green to indicate a line is ringing and b) permanently red to indicate the line is in use. A reboot of the phone will clear this issue but it can re-occur. A ticket is open with the vendor. 

Note: Monitoring a shared line that is on multiple sets is not supported and causes a similar light state issue.

Some internal callers are not hearing announcements when calling a Uniform Call Distribution (UCD) number.  A temporary fix has been put in place to resolve this issue.  A permanent patch is in process.Resolved  
A problem related to forwarding to voicemail is preventing more than 12 appearances of a phone number in a Shared Line Appearance (SLA) group.  A patch to resolve the issue is currently in process. Resolved
Users transferring calls using the consultative transfer option are receiving 'request failed' message when call is not answered on a line that has voicemail. Interim fix: If consultative transfer has already been initiated, user can press 'Cancel' soft key to get caller back and then select 'Transfer' again and select the 'Blind' soft key without any issues. Recommended to use 'Blind' not 'Consultative' until issue can be resolved by the vendor. Open
Blocking Calls - the sets blocks calls for name and number.  If you reject a specific call which has "Unknown" (name) with a specific telephone number, then all calls for "Unknown" (name) will be blocked. When calls are transferred from the Auto Attendant system – the call has a name of "Unknown" which will result in calls being rejected.  The work around is to remove the "Unknown" name for the rejected number.  See the wiki for the specific steps to take.  Works as designed
UCD Agents can't transfer UCD calls to another UCD group pilot number. Open

Consultative transfers

Some users with special business features (shared line or uniform call distribution) will experience issues when performing consultative transfers.  Consultative transfers to a number that is answered, transferring party gets "Request failed" on their display when they press transfer the second time and this will also hang up the transferred party. 

Workaround1: While on an active call, press Transfer.  Press Blind.  Dial the transfer to number and then hang up. 

Workaround2: While on an active call, press Conference soft key.  Dial the transfer to number (or press the appropriate speed dial/blf button).  Once the transfer to party answers, press the conference soft key again.  Press End Call or hang up.


UCD Transferred Calls

If a UCD agent performs a consultative transfer, it may result in a failed call that gets rejected.  Agent status will be disabled and will not receive UCD calls. 

Solution: UCD agent will need to log out of UCD and log back in.

Pending additional ITS testing

Moving Sets

Moving a phone from one office to another (phone subscriber/owner remains the same)

ITS Voice Services VoIP phones can be moved from one office to another by the Unit without the involvement of ITS.  The jack that the phone is being moved to needs to be patched into a network switch that is running an ITS Voice VLAN.  Unit TSC is responsible for ensuring updated port mapping information (required for 911).

When to avoid running the Voice VLAN and Multi-VLAN Access Port (MVAP) on a switch port  

Generally, it is recommended to run the Voice VLAN and MVAP protocol on all capable switch ports to enable maximum portability of VoIP phones.  However, there are cases where running MVAP on a port can cause problems and these switch ports should be exempted by the TSC.  The Voice VLAN/MVAP should be excluded for switch ports for:

  • a DHCP server
  • a firewall
  • a router 

Moving a phone to a different building which has not yet been converted to the new VoIP service

The new VoIP phones cannot be used in a building before the building has been converted to the new Voice Service.  For exceptions contact the ITS Business Services Office at

Moving phones between buildings already converted to the new VoIP service

When moving phones between buildings already depolyed with the new VoIP service, be aware that the network subnets used for addressing VoIP devices have a fixed capacity. The size of these subnets does not increase dynamically as VoIP devices are added.  Large moves of VoIP devices between buildings may require changing the size of a building's VoIP subnet.  ITS recommends checking current IP usage in the VoIP subnet of the building being moved to.  Soft phones and mobile VoIP clients do not use IP addresses from a building's VoIP subnet. 

Moving Avaya/Nortel 1120E and 1140E sets

The Avaya/Nortel sets utilize the LLDP protocol which is only being configured on a building basis.  As a result, devices are only portable within the building.  For exceptions contact ITS Networking.

Installing or Changing Service - Order Forms

Ordering a new phone/phone service, discontinuing phone service, or changing phone service features

Submit a Line and Instrument Order Cover and Detail Sheet to the ITS Business Services Office at

Supported phone sets

Please see UT VoIP Phones for a comparison of supported VoIP desksets.  

TSC installation steps for a new Polycom phone

Please see Polycom installation steps

Voicemail Service Requests

Adding, reassigning, or canceling UT Voicemail (UTVM) 

Visit the UTVM service request page for instructions.

VoIP Soft and Mobile Clients

Ordering a VoIP soft/mobile client

Submit a VoIP Soft/Mobile Client Request Form to the ITS Business Services Office at

Note that only the Genband Personal Communicator (Windows) is currently available.

International Long Distance

Obtaining an international long distance authorization code

Submit an International Long Distance Authorization Request to the ITS Business Services Office at

For questions regarding domestic authorization codes, contact the ITS Long Distance Office at (512) 471-UTLD (8853).