Nothing Special   »   [go: up one dir, main page]
Scribd Logo
Upload

Welcome to Scribd!

  • 398 views

    Softphone Troubleshooting and Quick Fixes-Non-Blog

    Uploaded by

    BladimilPujOlsChalas
    This document provides troubleshooting steps for common issues with softphones, including being unable to switch to the softphone, inability to make or hear calls, and softphone initialization failures. The solutions include checking that the ShoreTel software is using the correct network adapter and audio devices, exiting any running agent processes, and ensuring the ShoreTel icon in the system tray is active.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    Softphone Troubleshooting and Quick Fixes-Non-Blog

    Uploaded by

    BladimilPujOlsChalas
    398 views9 pages
    This document provides troubleshooting steps for common issues with softphones, including being unable to switch to the softphone, inability to make or hear calls, and softphone initialization failures. The solutions include checking that the ShoreTel software is using the correct network adapter and audio devices, exiting any running agent processes, and ensuring the ShoreTel icon in the system tray is active.

    Original Description:

    Copyright

    © © All Rights Reserved

    Available Formats

    DOCX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    This document provides troubleshooting steps for common issues with softphones, including being unable to switch to the softphone, inability to make or hear calls, and softphone initialization failures. The solutions include checking that the ShoreTel software is using the correct network adapter and audio devices, exiting any running agent processes, and ensuring the ShoreTel icon in the system tray is active.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    398 views9 pages

    Softphone Troubleshooting and Quick Fixes-Non-Blog

    Uploaded by

    BladimilPujOlsChalas
    This document provides troubleshooting steps for common issues with softphones, including being unable to switch to the softphone, inability to make or hear calls, and softphone initialization failures. The solutions include checking that the ShoreTel software is using the correct network adapter and audio devices, exiting any running agent processes, and ensuring the ShoreTel icon in the system tray is active.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 9

    Softphone Troubleshooting and Quick Fixes

    If you are having trouble with your softphone here are some common issues and their solutions.

    1. Can’t switch to softphone

    2. If your softphone launches, but you are unable to make or hear calls

    3. SoftPhone Initialization failed

    1. Can’t switch to softphone

    a. If you are having trouble switching to softphone, you may have been using Shoretel
    Communicator in the office, and it did not switch to VPN when you launched the VPN
    connection from home.
    b. To fix this issue, look for the ShoreTel Icon in your system tray. It will be grey instead of
    orange.

    c. Right click the grey ShoreTel Icon, and choose “Exit”.


    d. Wait a few seconds, then launch the ShoreTel software again. You should now be able to
    use your softphone.

    2. If your softphone launches, but you are unable to make or hear calls.
    a. Check the audio settings for your PC.
    b. Check the speaker Icon in your System tray. Make sure your sound isn’t muted.
    c. If the sound is not muted, you may need to check your audio settings. Right click the
    speaker icon and choose Playback Devices.

    d. Make sure there is at least a default device in the Playback tab, and that it isn’t disabled. If
    that looks OK, check the Recording tab.
    e. Make sure there is a default device in the Recording Tab and make sure it isn’t disabled.
    If there is more than one device showing, it’s possible that one is the Default Device and one
    is the Default Communications Device. The ShoreTel software will use the Default
    Communications Device, if it is selected. If there is no Default Communications Device,
    ShoreTel will use the Default Device. If either of these tabs is blank, with no devices, please
    open a ticket with Help Desk by calling (847)550-5777 OR emailing servicedesk@fresenius-
    netcare.com.

    3. SoftPhone Initialization failed


    a. If the most recent windows update causes your softphone to fail with the message
    “SoftPhone Initialization failed: The network adapter is disconnected or not present. Verify
    that your configured network adapter is still present and connected.” pictured below:
    b. Please follow these steps to return your softphone to service. On the ShoreTel menu bar
    choose Tools> Options

    c. The Options window will open.

    d. Choose Softphone selection from the left hand pane.


    e. Next click on the Network Adapter drop down menu, and choose <Use Windows preferred
    device>
    f. Click Apply then OK. Wait about 30 seconds and try to launch the softphone. You may see a
    different error pop up, but the softphone should work again.

    4. If you can’t log in to your group.


    a. If you are having trouble logging into your groups, there may be a copy of the agent software
    running in the background. To stop it follow these steps.
    b. To fix this issue, look for the ShoreTel Icon in your system tray. It will be grey instead of orange.

    c. Right click the grey ShoreTel Icon, and choose “Exit”.


    d. Launch the task manager by pressing CTRL+Shift+Esc at the same time. Click on the processes
    tab.
    e. Look for one of the following two entries: Cac.exe *32 or ShoreWareAgent.exe *32. IF you see
    either of these click on the Image name, then click End Process in the lower right hand corner.
    f. Wait a few seconds, then launch the ShoreTel software again. You should now be able to log
    into your groups.

    You might also like