Feature Troubleshooting - Cisco 8851 Administration Manual

Feature Troubleshooting

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
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.
• Check the phone configuration to determine if BroadSoft ACD is set to yes.
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:
Cisco IP Phone 8800 Series Multiplatform Phones Administration Guide
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"Support Call Center MIME Type".