Hello,

The VOIP set for (phone number extension) has a bad stuck hook. I swapped the phone out with one of my spare sets. I have the bad set in my office. If you could arrange for a tech to swap me a good one for this bad one, I would appreciate it.

Your name

Chemistry IT

Chemistry IT's tracking of stuck hook issues, and others

Chemistry IT's characterization of the mechanical problem with the Avaya 4610SW IP (VoIP) hardware

The switch-hook is not reliable.

Picking up the handset does not consistently answer the phone. This problem is immediately noticed by the user at the time of failure, who therefore can learn to try jiggling things until the call is engaged, hopefully not hanging up on the caller by doing so.

And, more critically, hanging up the handset does not work reliably. This keeps the line open when the user does not intend it to be. This has resulted in voice mail messages being left consisting of room conversations occurring after the intended message had been left. Those inadvertently recorded conversations were considered private.

The only solution offered to us is a replacement phone. The replacement phones are refurbished phones. The refurbished phone have the same tendencies, which has caused us to replace a single unit more than once for the same problem. This pattern of failure is not acceptable, especially considering the state of phone technology today.

The sub-models differ such that one or both portions of a phone’s base are not physically compatible.

To make the two base pieces fit has required whittling plastic with a knife. No other solution has been offered. And whittling plastic with a sharp knife is not an acceptable expectation of our IT staff.

This condition interferes dramatically with our capacity to efficiently swap out phones.