Cisco 8861 Guide

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, on page 262.
• 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
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, on page 262.
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.
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
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.
Cisco IP Phone 8800 Series Multiplatform Phone Administration Guide for Release 11.3(1) and Later
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Troubleshooting
Phone Doesn't Show ACD Agent Availability

Cisco 8861 Specifications

General

Brand	Cisco
Model	8861
Category	IP Phone
Language	English