Summary
Tom Anderson reported his desk phone was unresponsive with a flashing light but no screen. Device showed as unregistered. Walked through power cycle and cable check troubleshooting with no improvement. Created support ticket ZD-48291 for the technical team to investigate the hardware issue.
Device IssuesTool Timeline
0:03
getSubscriberDetails
Found subscriber: Tom Anderson, ext 110
0:30
checkDeviceStatus
Device NOT registered
4:15
checkDeviceStatus
Device still NOT registered
5:02
createSupportTicket
Ticket ZD-48291 created
Transcript
Ella · 0:00
Thanks for calling Blink Voice Support. How can I help you today?
Caller · 0:05
My phone hasn't been working all morning. It's just showing a blank screen with a flashing light.
Ella · 0:14
I'm sorry to hear that, Tom. Let me check the status of your phone on our end.
Tool call: checkDeviceStatus - Device NOT registered0:30
Ella · 0:35
So I can see that your phone isn't showing up on our system right now. Let's try a few things. First, can you check if the power cord is plugged in securely at the back of the phone?
Caller · 0:50
Yeah, it's plugged in. The light is blinking but nothing on the screen.
Ella · 0:58
Okay. Let's try unplugging the power cord from the back of the phone, waiting about 10 seconds, and plugging it back in. Can you do that for me?
Caller · 1:15
Okay, hold on... alright, I unplugged it. Waiting... okay, plugging it back in now.
Ella · 1:35
Great. It usually takes about a minute or two to boot back up. Let me know when you see anything on the screen.
Caller · 3:10
It's still just the blinking light. No screen at all.
Ella · 3:20
Hmm, let me also check if the network cable is connected. There should be a cable going from the back of the phone to the wall or a switch. Is that plugged in on both ends?
Caller · 3:35
Yeah, both ends are in. I even tried a different cable.
Ella · 3:50
I appreciate you trying that. Let me check one more time on our end to see if it's come back online.
Tool call: checkDeviceStatus - Device still NOT registered4:15
Ella · 4:22
Unfortunately it's still not showing up. This one is going to need our technical team to take a closer look. Let me create a ticket for you so they can follow up.
Caller · 4:35
Okay, whatever we need to do. I just need my phone working.
Tool call: createSupportTicket - Ticket ZD-48291 created5:02
Ella · 5:08
I've created a ticket for you. Our technical team will typically reach out within 24 to 48 hours. Is this the best number to call you back at?
Caller · 5:18
Yeah, or you can try my cell at 363-555-0177.
Ella · 5:25
Got it, I've noted that down. Is there anything else I can help with while I have you?
Caller · 5:32
No, that's it. Thanks for trying.
Ella · 5:38
Of course! Sorry we couldn't get it fixed right away, but the team will take good care of you. Thanks for calling Blink Voice! Have a great day.
Support Ticket
Ticket ID
ZD-48291
Priority
highStatus
openAssigned Group
Technical Support
Call Recording
2:146:24