Troubleshoot Key Expansion Modules Issues in Webex Calling

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Updated:August 19, 2022
Document ID:218068

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    Introduction

    This document describes the most common issues faced with Key Expansion Module (KEM) on phones registered to Webex Calling (WxC).

    Prerequisites

    Requirements

    Cisco recommends that you have knowledge of these topics:

    • Webex Calling
    • Control Hub
    • Cisco Phones

    Components Used

    The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

    Background Information

    A Key Expansion Module extends the capabilities of IP Phones. Its purpose is to provide additional keys for speed dials, directory numbers (DN), or programmable feature keys to the 8800 IP Phones.

    Common Configuration Issues

    Ensure the correct KEM Type is configured on the Phone

    Step 1.  From the Phone keypad, press the Applications key

    Step 2.  Select User preferences > Attendant console preferences > KEM type

    Step 3.  Select the key expansion module type:

    •  BEKEM
    •  CP-8800-Audio
    •  CP-8800-Video

    Note: The correct model type can be obtained from the back of the KEM.

    Step 4.  Click Save and Reset the device

    Control Hub Settings

    In order to confirm the configuration of the device, navigate to Control Hub > Devices and select the device where the KEM is connected to:

    Screen Shot 2022-08-17 at 15.38.59

    On the Device Page, navigate to the Device Management section and select Device Settings.

    Screen Shot 2022-08-17 at 15.45.49

    On Device Settings, confirm that POE Mode is set to Maximum and select Save.

    Screen Shot 2022-08-17 at 15.51.11

    Power Supply Compatibility

    One of the most common problems with KEMs is related with POE. If the Phone uses POE, ensure that enough power is provided to the Phone to be able to power the KEMs connected to it, and that the number of KEMs connected to the phone is supported as shown in Table 4 in Cisco IP Phone 8800 Series Multiplatform Phones Administration Guide.

    Verify

    Once the correct settings have been applied, the registration can be confirmed from Control Hub > Devices. Confirm the KEM status shows Online.

    Screen Shot 2022-08-18 at 8.14.48

    In order to configure the KEM, select the IP Phone where the KEM is connected to from the Devices tab on Control Hub:

    Screen Shot 2022-08-17 at 15.38.59

    On the Device Page, navigate to the Device Management section and select Device Layout.

    Screen Shot 2022-08-17 at 15.45.49

    In the Configure Layout window, the correct Key Line assignments can be configured.

    Related information

    Revision History

    Revision Publish Date Comments
    1.0
    19-Aug-2022
    Initial Release
    TAC Authored

    Contributed by Cisco Engineers

    • Cesar Avila
      Technical Consulting Engineer

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