Problem

A call center phone does not see call information during a call.

Solution

• Check the phone configuration to determine if Call Information Enable is set to yes.

• Check the Broadsoft server configuration to determine if the user's Device Profile is configured with "Support Call Center MIME Type".

Problem

The phone doesn't display the Agent Sign In or Agent Sign Out softkeys.

Solution

• Check Broadsoft server configuration to determine if that user has been configured as a call center agent.

• Enable the programmable softkeys (PSK) and add the ACD softkeys to the softkey list. For more information, see Customize Display of the Softkeys.

• Check the phone configuration to determine if BroadSoft ACD is set to yes.

Problem

The phone doesn't display the Avail or Unavail softkeys for an agent.

Solution

1. Check Broadsoft server configuration to determine if that user has been configured as a call center agent.

2. Check the phone configuration to determine if BroadSoft ACD is set to yes.

3. Set up the Agt Status programmable softkey (PSK) and add the ACD softkey to the softkey list. For more information, see Customize Display of the Softkeys.

4. Instruct users to press the Agt Status key to display the Available, Unavailable, and Wrap-up possible states.

5. Select the desired agent state.

Problem

When a user tries to record a call, the recording doesn't takes place.

Cause

This is often due to configuration issues.

Solution

1. Set the phone to always record a call.

2. Make a call.

If the recording doesn't start, there are configuration problems. Check the configuration of the BroadWorks and third-party recorder.

If the recording does start:

1. Set the phone to record on demand.

2. Set up Wireshark to capture a trace of the network traffic between the phone and Broadworks when the problem occurs. When you have the trace, contact TAC for further assistance.

Problem

A user tries to place an emergency call, but the call doesn't connect to the emergency services (fire, police, or emergency services operator).

Solution

Check the emergency call configuration:

• Company Identifier or location request URL setup is incorrect. See Configure a Phone to Make Emergency Calls.

• An incorrect or blank emergency number exists in the Dial Plan setup. See Edit the Dial Plan on the IP Phone.

The location request servers (emergency call service provider) did not respond with a phone location, after multiple attempts.

Problem

The phone doesn't show presence information.

Solution

Use UC Communicator as a reference to verify that the account works.

Problem

Instead of presence information, the user sees the message Disconnected from server.

Solution

• Check the Broadsoft server configuration to determine if IM&P service is enabled and assigned to that user.

• Check the phone configuration to determine if the phone can connect to the internet and get the XMPP messages.

• Check the XMPP Incoming and Outgoing messages printed in the syslog to make sure it can login successfully.

Problem

The phone displays XSI directory access error.

Solution

1. Check Broadsoft server configuration for the user login and SIP credentials.

2. Check error messages in syslog.

3. Check information on the error on the phone screen.

4. If HTTPS connection fails, check the error message on the phone screen and in the syslog.

5. Install custom CA for HTTPS connection if the BroadSoft certificate is not signed from phone built-in root CA.

Problem

The Settings > Executive or Settings > Assistant menu item doesn't appear on an executive's or assistant's phone respectively.

Solution

• Ensure that synchronization of settings is enabled for the user's extension. See Executive-Assistant Setting Synchronization.

• Check if the phone has executives or assistants, or both configured on different extensions.

Problem

The phone doesn't display any contacts in the All directories screen when Search All Enable and Browse Mode Enable are set to Yes.

Solution

1. Check that the personal address book is enabled in the phone.

2. Check that there are contacts in the local personal address book and the Bluetooth-paired phone.

Problem

Subscription failure message displays on the phone screen.

Solution

• Ensure that the sub parameter is correct. The sub parameter needs a correct SIP URI.

  For example, the following string has an incomplete URI because the domain part is missing:

  fnc=mwi;sub=4085283300;vid=1;

• Check if the voicemail PLK monitors a voicemail account that is different from the associated extension’s user ID and the SIP proxy. If the associated extension's SIP proxy doesn't support this scenario, the subscription will fail.

  For example, for extension1, the user ID is 4081009981. The PLK doesn't monitor 4081009981 but it monitors 4085283300 (a hunt group number or an ACD group number) although the PLK is associated with extension 1. In this case, the monitored voicemail user 4085283300 is different from the PLK's associated user 4081009981. If the SIP proxy of extension 1 doesn't support this scenario, the subscription will fail.

Problem

The phone doesn't display the number of voicemail messages in the voicemail PLK.

Solution 1

Ensure there are new messages in the monitored voicemail account.

Solution 2

Ensure the SIP proxy sends message-summary events to the phone.

In the phone’s Problem Report Tool (PRT) report, check if the SIP proxy sends a message-summary event to the phone.

Find the NOTIFY message containing an message-summary event from the phone logs. If it is not found, the SIP proxy doesn’t send any message-summary event.

An example of a message-summary event:

6581 NOT May 20 19:54:04.162830 (31949:32029) voice- <===== Recv (UDP) [10.74.53.87]:5060 SIP MSG:: NOTIFY sip:4081009981@10.74.53.82:5065 SIP/2.0

Via: SIP/2.0/UDP 10.74.53.87:5060;branch=z9hG4bK-25824-1-2

From: "80000"<sip:8000@voicemail.sipurash.com>;tag=65737593823-1

To: <sip:4081009981@10.74.53.87>;tag=3855fbedd30b2464

Call-ID: 745bbebd-c35bc038@10.74.53.82

CSeq: 1001 NOTIFY

Max-Forwards: 20

Event: message-summary

Subscription-state: active;expires=3599

User-Agent: UMSIPVoicemail

Content-Length: 213

Content-Type: application/simple-message-summary

Messages-Waiting: yes

Message-Account: 4085283300@10.74.53.87

Voice-Message: 5/5 (2/3)

Fax-Message: 0/0 (0/0)

Pager-Message: 0/0 (0/0)

Multimedia-Message: 0/0 (0/0)

Text-Message: 0/0 (0/0)

None: 0/0 (0/0)

Problem

The phone is unable to place a call to the specified speed-dial number.

Solution

• Ensure that the sd parameter is included in the extension function script.

  For example, the sd parameter is missing in this script: fnc=mwi;sub=4085283300@$PROXY;vid=1;ext=3000;

• Ensure that the ext parameter is set .

  For example, the ext parameter is not set in this function script: fnc=mwi+sd;sub=4085283300@$PROXY;vid=1;

Problem

After the user press a voicemail PLK, the user cannot sign into the voicemail account automatically.

Solution

• Access the voicemail server’s Interactive Voice Response (IVR) and determine the proper delay for the voicemail ID and PIN input. Insert or delete one or more commas if needed.

  For example, the delay between the voicemail user ID and the PIN is too short: fnc=mwi+sd;sub=4085283300@$PROXY;vid=1;ext=3000 ,3300#,123456#;

• Ensure that there is a space between the speed dial number and the DTMFs (containing the voicemail user ID and PIN).

  For example, there is no space after "3000" in the string: fnc=mwi+sd;sub=4085283300@$PROXY;vid=1;ext=3000,3300#,123456#;

• Check if the monitored voicemail user ID is the same with the PLK's associated extension's user ID. If not, the voicemail server may take the caller ID (the associated extension's user ID) as the voicemail user ID. The voicemail server doesn't ask for the PIN only, it may ask for a star key (*) to switch the voicemail user.

  For example:

  Scenario:

  Extension 1 User ID is "4081009981".

  PLK function script is as follows:

  fnc=mwi+sd;sub=4085283300@$PROXY;vid=1;ext=3000 ,3300#,123456#;

  Result:

  In this case, insert a star key (*) in the PLK function script, as shown below:

  fnc=mwi+sd;sub=4085283300@$PROXY;vid=1;ext=3000 ,*,3300#,123456#;

Problem

After you press and hold the voicemail PLK for 2 seconds, the MWI or MWI + Speed dial, or both options don't display in the Select feature screen.

Solution

Ensure that mwi; or mwi;sd; is added to the Customizable PLK Options field under the General section from Voice > Att Console.

Problem

When you tried to generate the Problem Report Tool (PRT) logs on the phone, the generation of the PRT logs succeeded. However, the phone failed to upload the PRT logs to the remote server. The phone screen showed the Error: 109 or Report Problem together with an unavailable URL of a compressed file (for example, tar.gz).

Solution

Ensure that the web server is enabled on the phone, see Configure the Network from the Phone.

The Error: 109 indicates that the PRT upload rule is incorrect.

The Report problem indicates that the PRT upload rule is empty.

To resolve the issue, you must enter a correct PRT upload rule on the phone administration web page.

Problem

You update certain passwords on a phone that uses Firmware Release 11.3(6) or later, and then downgrade the phone to Firmware Release 11.3(5) or older. In this scenario, the updated or saved passwords become invalid after the downgrade.

On the phone with Firmware Release 11.3(6) or later, even though you change the password back to the original one, this issue still occurs after the downgrade.

Solution

For the Firmware Release 11.3(6) or later, if you update the passwords, you must reconfigure the passwords to avoid the downgrade issue. If not, this issue doesn’t occur after the downgrade.

The following table shows the passwords that are affected by the downgrade issue:

Problem

A phone onboards with the EDOS device activation that uses phone MAC address, and it onboards to the Webex cloud. An administrator deletes the phone user from an organization in Webex Control Hub and then assigns the phone to another user. In this scenario, the phone fails to onboard to the Webex cloud even though it can connect to Webex Calling service. Specifically, the status of the phone in Control Hub is shown as "Offline".

Solution

Manually perform a factory reset on the phone after a user is deleted in Control Hub. For more information about how to perform a factory reset, see one of the following topics for details:

• Factory Reset the Phone with the Keypad

• Perform Factory Reset from Phone Menu

• Factory Reset the Phone from Phone Web Page

Problem

The phone screen has smaller fonts than expected or there are unusual characters displayed. Examples of unusual characters are letters from a different alphabet from the characters that the locale uses.

Cause

Possible causes are:

• TFTP server does not have the correct set of locale and font files

• XML files or other files are specified as a font file

• The font and locale files did not download successfully.

Solution

• Font files and locale files must be in the same directory.

• Do not add or change files in the locale and font folder structure.

• On the phone web page, select Admin Login > Advanced > Info > Status and scroll to the Locale Download Package section to verify that the locale and font files downloaded successfully. If they did not, try the download again.

Problem

The phone is set for an Asian language, but the phone shows square boxes instead of Asian characters.

Cause

Possible causes are:

• TFTP server does not have the correct set of locale and font files.

• The font and locale files did not download successfully.

Solution

• Font files and locale files must be in the same directory.

• On the phone web page, select Admin Login > Advanced > Info > Status and scroll to the Locale Download Package section to verify that the locale and font files downloaded successfully. If they did not, try the download again.