Cisco 7821 Administration Guide

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
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.
Phone Display Problems
Your users may see unusual screen displays. Use the following sections to troubleshoot the problem.
Cisco IP Phone 7800 Series Multiplatform Phones Administration Guide
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Cisco IP Phone Troubleshooting
Presence Status Doesn't Work

Cisco 7821 Specifications

General

Brand	Cisco
Model	7821
Category	IP Phone
Language	English