If you're unable to make or receive calls on your Yealink desk phone, there are several checks you can perform before contacting Agilico Support.

This guide covers the most common causes of call issues and may help restore service without the need for further assistance.

Check the Phone is Powered On

Ensure the phone display is lit and showing information such as:

• Your name
• Your extension number
• The date and time

If the display is blank:

• Check the network cable is securely connected.
• If you have a power adapter, ensure it is plugged in and switched on.
• If using Power over Ethernet (PoE), confirm the network connection is active.

Check the Network Connection

Ensure the network cable is connected to the Internet port on the back of the phone.

If possible:

• Remove and reconnect the network cable.
• Try another network socket.
• Check that other network-connected devices are working as expected.

A phone without a network connection will be unable to make or receive calls.

Restart the Phone

Many temporary issues can be resolved by rebooting the handset.

To restart the phone:

1. Disconnect the network cable (or power cable if applicable).
2. Wait 10 seconds.
3. Reconnect the cable.
4. Allow the phone to fully restart.

Once restarted, test your calls again.

Restart Your Network Equipment

Network connectivity issues can prevent telephones from connecting to the service.

If possible, restart the following equipment:

• Broadband router
• Firewall
• Network switch
• PoE switch (if used)

How to Restart Network Equipment

1. Switch off the equipment.
2. Wait at least 30 seconds.
3. Switch the equipment back on.
4. Allow several minutes for all devices to reconnect.

Once everything has restarted:

• Confirm your internet connection is working.
• Check the phone has powered on correctly.
• Wait a few minutes for the phone to reconnect.
• Test inbound and outbound calls.

Note: Restarting network equipment may temporarily affect internet, telephone and network services for other users.

Has the Phone Recently Been Installed?

If this is a newly installed phone, it may still be completing its setup process.

Most phones become operational within a few minutes, however some phones can take up to one hour to fully provision and receive all assigned settings.

During this time:

• Outbound calling may not be available.
• Button profiles may not appear immediately.
• The phone may restart during setup.

Please allow up to one hour before reporting a fault on a newly installed handset.

Check the Phone Display

Look for any messages shown on the screen.

"No Service"

This usually indicates the phone cannot connect to the telephone service.

Check:

• The network cable is connected.
• Your internet connection is working.
• The phone has been connected for at least one hour if it is a new installation.

"Registering"

The phone is attempting to connect to the service.

Allow a few more minutes for the process to complete.

If the message remains displayed, contact Agilico Support.

Can You Make Internal Calls?

Try calling a colleague's extension.

Internal Calls Work

If internal calls work but external calls do not:

• Note any error message or announcement you hear.
• Check whether other users are experiencing the same issue.

Internal Calls Do Not Work

If internal calls are also failing, there may be an issue with the phone's connection to the service.

Can You Receive Calls?

Ask a colleague to call your extension.

Check whether:

• The phone rings.
• The call connects successfully.
• Audio can be heard clearly in both directions.

Check for Audio Issues

If calls connect but audio is not working correctly:

Check the Handset

• Ensure the handset cord is connected securely.
• Confirm the handset is seated correctly.

The curly handset cord should be connected:

• To the handset itself at one end.
• To the phone icon socket on the rear of the phone at the other end.

Check Speakerphone

• Press the Speaker button and test again.

Check a Headset

If using a headset:

• Check it is connected correctly.
• Disconnect the headset and test using the handset.

Check the Volume

Increase the volume using the volume controls on the side of the phone.

Have There Been Any Recent Network Changes?

If your phones were previously working and have suddenly stopped, consider whether any changes have been made to your network.

Examples include:

• New router installation
• Firewall replacement or configuration changes
• New network switches
• Network cabling changes
• Internet provider changes
• Network maintenance by a third-party IT company
• Addition or modification of VLANs

These changes can affect how your phones connect to the service.

Have Voice VLANs Been Added?

If Voice VLANs have recently been introduced or modified, Agilico may need to be informed.

Common symptoms include:

• Phones displaying No Service
• Inability to make or receive calls
• New phones unable to complete setup
• Missing button profiles or BLF keys
• Intermittent connectivity issues

If your IT provider has recently configured or changed VLAN settings, please mention this when contacting support.

Questions to Consider

Before contacting Agilico Support, consider the following:

• Has any network equipment been replaced?
• Has a new router or firewall been installed?
• Has an IT provider made recent changes to the network?
• Have VLANs been added or modified?
• Has your internet service changed recently?
• Did the issue start immediately after network maintenance?

If the answer to any of these is Yes, please provide the details to Agilico Support.

Are Other Users Affected?

Check whether colleagues can make and receive calls.

Only One User Affected

The issue may be isolated to a specific phone or extension.

Multiple Users Affected

This may indicate a wider network or service issue.

Information to Provide to Agilico Support

If the issue persists, please provide:

• Company name
• Site address
• Your name
• Affected extension number(s)
• A contact number
• Any error messages displayed
• Whether the issue affects:
  • Internal calls
  • External calls
  • Incoming calls
  • Outgoing calls
  • All calls
• Whether other users are affected
• Details of any recent network changes

Providing this information will help Agilico Support investigate and resolve the issue more quickly.

Expected Result

After following the checks in this guide, your phone should be able to:

• Make internal calls
• Make external calls
• Receive incoming calls
• Provide clear two-way audio

If you are still unable to make or receive calls, please contact Agilico Support for further assistance.