Troubleshooting User Desk Phone Issues

User receives a call on their computer, but not on the desk phone

• Is the phone reporting as online?
  • Log onto the Teams Admin Centre
  • Click Devices > IP Phones
  • Locate the device and click on the Display Name
  • Check the Status at the top of the screen
• Is the device up-to-date?
  • Log onto the Teams Admin Centre
  • Click Devices > IP Phones
  • Locate the device and click on the Display Name
  • On the lower Health tab, is everything listing as Up to date
  • If anything is listing See available updates
    • Click on the hyper link
    • Expand Manual updates
    • Tick Software component tick box
    • Click Update
      !! This process could take 30+ minutes !!
• Try reboot the phone
  • User lead reboot
    • Ask the user to disconnect all cables and plug them back into the same position
  • Reboot from Teams Admin Centre
    • !! The phone must have a status of Online
    • Log onto the Teams Admin Centre
    • Click Devices > IP Phones
    • Locate the device and click on the Display Name
    • Click Restart at the top
      !! This process could take 15+ minutes !!