Configure new VoIP phone not getting dial tone

Guys, is someone familiar with PDS Queens office? They are having an issue with a phone at the 2nd floor. If you search for (718) 820-3580 at the emails, you will find the pictures of it. I see that there's a POE adapter to power up the phone, I'm asking her to follow the cables, but she's not so tech savvy,and the pictures that she sen't are not the best ones. 🫤

Also, she told me that they swapped phones, we tried with the old one, didn't work either

We already restarted the poe adapter

its hard to help w/o any details. Whats the problem? No power or no network? Is the phone getting an IP address? Is the PC connected to the phone?

There's power on the phone. But she doesn't have tone on it. I'm trying to see if the phone is connected to the computer, but she says that she cant follow the cables because its hard to, so I'm having some missing info also 🫤

is the PC working?

So she told me that the old phone works now, but before "it wasn't", so the network is fine. Probably that phone that they are trying to use is not configured

did they receive a new phone? If yes, the phone needs to be provisioned. Normally Phil is th eone that deals with the phones as soon as they are connected to the network. Thats why Im asking if the phone at question is getting an IP address