Description

Before submitting a support ticket, please reset the phone using the steps below. In many cases, a simple reset resolves common issues such as registration errors, feature malfunctions, or service interruptions.

If your line or phone service was previously working but is no longer functioning, and you have already completed both a soft reset and a hard reset without resolving the issue, please submit a phone repair request. 

Steps to reset your Cisco desk phone

Option 1: Hard reset (Factory reset using keypad method - preferred)

Use this option if the phone is not registering, is continuously rebooting, or is unresponsive.

Steps

1. Unplug the network cable (or power adapter) from the phone.
2. Plug the cable back in.
3. Immediately press and hold the # key.
4. Continue holding # until the line buttons begin flashing amber.
5. Release the # key.
6. Enter the following sequence on the keypad:
   123456789*0#

The phone will then:

• Erase its local configuration
• Reboot
• Download a fresh configuration from the call manager

Allow several minutes for the phone to complete the process and register.
 

Option 2: Reset from the settings menu (use when phone is accessible)

Use this if the phone is operational but experiencing feature or line issues.

Steps

1. Press the Settings (⚙️) button.
2. Select Admin Settings.
3. Select Reset Settings.
4. Choose one of the following:
   • Reset (simple reboot – recommended first)
   • Factory Reset (full configuration wipe)
5. Enter the admin password if prompted.
6. Confirm the reset.

The phone will reboot and attempt to re-register.

Steps to submit a phone repair request

Request details: Enter a brief summary of the issue. 

Service type: Select Telephony or Conference Room. 

Help category: Choose Genesys, Telephony, or Zoom .

Description: Provide as much detail as possible. Include: 

Phone type/model: 

• For Cisco phones: model found on the back/bottom of the phone or in its settings (e.g., Cisco 8851)
• For non-Cisco phones: indicate the phone or end device model (e.g., elevator phone, fax, etc.)
• Indicate if it is a White Option Room phone or a Medical/Patient phone 

Phone MAC address (Cisco phones only): Found on the back/bottom of the phone or in settings (Example: SEP6CFA8902B6F2) 

Telephone number: Full 10 digits (e.g., 415-XXX-XXXX) 

NOTE: Only use this form for devices or services that were previously working. New setups require a new telephone service request.