If you're having trouble using a desk phone with Google Voice, you can troubleshoot any errors in the admin console.
Verify desk phone status
In the Admin console, you can review the status of each phone.
| Status | Description |
|---|---|
|
Online |
Phone can make and receive calls (if it has an assigned phone number). It can also get configuration updates. |
|
Limited Service |
Devices without full service might be unable to connect to required services. For example, a phone can make and receive calls, but can't get configuration updates because it can't connect to the provisioning service. |
|
Not in Service |
Phone can't make or receive calls because it can't connect to Google Voice. |
|
Offline |
Phone can't make or receive calls because it can't connect to Google Voice and can't get configuration updates. For example, the device might not have power or network connectivity. |
- In the table above, find the error message and apply the solution.
- Click Resubmit to submit the list again.
| Error | Solution |
|---|---|
| Device has already been assigned |
Reassign the phone to the correct user. For details, read Reassign a desk phone in Google Voice. |
| Email doesn’t match a user | Email address doesn’t belong to a user in your organization. Enter a valid email address. |
| Email format is incorrect | Change email address to the correct format: [email protected]. |
| MAC address must be 12 hex digits | Make sure the MAC address is in the 12-hex digits format, for example, ABCD-1234-5678. |
| The phone model is required | Add the phone model to the affected row. |
You might get a claim error when a Poly phone can't be claimed from the manufacturer.
- In the table above, find the error message and apply the solution.
- Click Resubmit to submit the list again.
| Error | Solution |
|---|---|
| Desk phone is already claimed by another service provider and cannot be claimed by Google on your behalf | A phone can only be managed by one service provider at a time. Contact the service provider that manages the phone and ask them to release the claim on the phone. |
| Desk phone is a model that cannot be claimed for remote management | Replace the device with a Poly phone that can be managed remotely. |
| Desk phone has an invalid or unknown device identifier and cannot be claimed for remote management | Contact Poly to troubleshoot. |
| Desk phone cannot be claimed at this time because the provisioning system is temporarily down for maintenance, please try again later | The Poly server is down for maintenance so phones can’t be claimed. Wait one hour and check your claim again. |
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