Cisco 8861 Guide

CHAPTER 18
Troubleshooting
• Feature Troubleshooting, on page 419
• Phone Display Problems, on page 422
• Report All Phone Issues from the Phone Web Interface, on page 423
• Factory Reset the Phone from the Pone Web Interface, on page 424
• Report a Phone Problem Remotely, on page 424
• Capture Packets, on page 425
• Voice Quality Troubleshooting Tips, on page 425
• Where to Find Additional Information, on page 426
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.
Cisco IP Phone 8800 Series Multiplatform Phone Administration Guide for Release 11.3(1) and Later
419

Cisco 8861 Specifications

General

Brand	Cisco
Model	8861
Category	IP Phone
Language	English