Introduction
This document provides instructions on how to reset an Avaya IP phone installed in departmental offices throughout the campus. Occasionally a phone will stop functioning correctly and require a reset. A reset of an IP phone is a similar process to shutting down or restarting a computer to resolve issues. It takes approximately 5 minutes for an Avaya IP phone to reset.
Instructions
The process of resetting an Avaya IP phone involves disconnecting network and power from the phone by temporarily removing the Ethernet cable for 10 seconds, and then reconnecting.
Normal State
Below is a photo of an Avaya IP phone in its normal state, powered on available to send and receive calls (phone extension has been removed from photo).
Reset Process
The first step in resetting the phone is to lift it up off the desk so you can see the back, where cables connect to the phone. Most phones will have two ports populated with a cable, the Ethernet port that connects to the network port (also called a "drop") on the wall in the office, and the headset port. Many (but not all ) phones also may provide network connection to a computer in the office, on an Ethernet port adjacent to the port that receives connection from the office's network wall port.
Start the reset process by disconnecting the Ethernet cable plugged into the port that connects to the office wall port, as illustrated in the photo above. This is the only cable that should be disconnected to cause the phone to reset. If the Avaya phone has a power/network indicator light, it will change from the color green to being off. The cable should remain unplugged for 10 seconds. The photo below shows what the back of the phone looks like with the proper cable disconnected.
Reconnect/Restart Phone
Re-insert the Ethernet cable into the Avaya IP phone, then flip the phone back into the proper position on the desk. Within a few seconds, the phone will power on and begin to restart. The red light on the top right of the phone will be illuminated at this time, and a progress screen will be displayed on the phone.
Once the phone has completed the reset and restart, it will return to it's normal state, as shown in the first photo earlier in this KB article.
Troubleshooting/Additional Support
If the Avaya IP phone doesn't reset as expected and return to it's normal state, please verify the network cable is attached securely to the phone. If the cable is securely attached and the phone is still not working as expected, there may be a network or hardware issue that requires further troubleshooting by Information Technology Services. Please contact the ITS Help Center at (401) 456-8803 or helpdesk@ric.edu, or select the link in the "Related Services" section of this article to open a service request via self-service form.