Feature Troubleshooting
Here is troubleshooting information related to some of the phone features.
ACD Call Information Missing
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".
Phone Doesn't Show ACD Softkeys
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.
Phone Doesn't Show ACD Agent Availability
Problem
The phone doesn't display the Avail or Unavail softkeys for an agent.
Solution
-
Check Broadsoft server configuration to determine if that user has been configured as a call center agent.
-
Check the phone configuration to determine if BroadSoft ACD is set to yes.
-
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.
-
Instruct users to press the Agt Status key to display the Available, Unavailable, and Wrap-up possible states.
-
Select the desired agent state.
Call Doesn't Record
Problem
When a user tries to record a call, the recording doesn't takes place.
Cause
This is often due to configuration issues.
Solution
-
Set the phone to always record a call.
-
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:
-
Set the phone to record on demand.
-
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.
An Emergency Call Doesn't Connect to Emergency Services
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.
Presence Status Doesn't Work
Problem
The phone doesn't show presence information.
Solution
Use UC Communicator as a reference to verify that the account works.
Phone Presence Message: Disconnected from Server
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.
Phone Cannot Access BroadSoft Directory for XSI
Problem
The phone displays XSI directory access error.
Solution
-
Check Broadsoft server configuration for the user login and SIP credentials.
-
Check error messages in syslog.
-
Check information on the error on the phone screen.
-
If HTTPS connection fails, check the error message on the phone screen and in the syslog.
-
Install custom CA for HTTPS connection if the BroadSoft certificate is not signed from phone built-in root CA.
Phone Doesn't Show Contacts
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
-
Check that the personal address book is enabled in the phone.
-
Check that there are contacts in the local personal address book and the Bluetooth-paired phone.
Phone Failed to Upload the PRT Logs to the Remote Server
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.
Saved Passwords Become Invalid after Downgrade
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:
Category |
Password Type |
---|---|
System Configuration |
User Password |
Admin Password |
|
Wi-Fi Profile (1-4) |
Wi-Fi Password |
WEP Key |
|
PSK Passphrase |
|
XSI Phone Service |
Login Password |
SIP Password |
|
Broadsoft XMPP |
Password |
XML Service |
XML Password |
LDAP |
Password |
Call Feature Settings |
Auth Page Password |
Subscriber Information |
Password |
XSI Line Service |
Login Password |
TR-069 |
ACS Password |
Connection Request Password |
|
BACKUP ACS Password |
Failed to Onboard the Phone to Webex
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: