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“Troubleshooting Detective “ – My phone doesn’t work!
Article posted by Marlene Frost on Monday, April, 20th, 2009 at 3:54 pmI have a new case we need to solve! So what do you do when someone says, “my phone doesn’t work”. Well first off that is a very broad sentence. There are many different functions of a phone that could go wrong. Now you’re thinking how will I be able to determine that? The first thing you want to always try no matter what the issue is resetting the phone. Unplug it for a few seconds then plug it back in. Sometimes that will fix a glitch which can happen periodically.
Resetting it didn’t work? Next we interrogate the person to try to pin point the problem and the questions are as follows:
What part of the phone isn’t working? (handset, speaker, display, buttons)
If the problem is related to sound like they can’t hear me or I can’t hear them first make sure this didn’t just happen on one call because it could be related to the caller. If they say it’s happening on every call make sure the handset connections are all pushed in all the way. If that still doesn’t work then have them try plugging in a handset that you know is working. They’re still having the problem? With some phone systems you can swap out the phone with one you know is working, it just has to be the same type of phone. If you’re not sure you can call our Service Department and someone should be able to tell you. If you’re troubleshooting didn’t work then give us a call.
If the issue is with their speaker, buttons or the display and resetting the phone didn’t work, just try swapping out the phone with a similar one like we talked about earlier with the sound issue. If that doesn’t work, call us.
When I try to make a call I get dead air! For this issue refer to my first blog on troubleshooting dropped calls. It’s not the exact same issue but the questions you ask are very similar.
The fact of the matter is that when someone says “my phone doesn’t work”, it could be an infinite list of problem that if I tried to address them all this blog would be too long and you probably wouldn’t stick around to read all of it and quite frankly I would tire from all the typing : )
With these solutions you have a basic understanding of how the troubleshooting process starts and that will ultimately help you think more like a phone, which will help you with any issue you encounter. Think like a phone?! Yes, when troubleshooting try to put yourself in the telephones shoes. Try to think about how it works, where it gets the info from, how it gives you the information it needs. Be the telephone!
If you ever have any doubts or questions you can always call us! We are always ready to help : )
“You know my methods. Apply them” – Sherlock Holmes 
This post is in: Phone Systems
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