Cisco 6800 Series Administration Manual page 325

Phone Troubleshooting
• Enable the programmable softkeys (PSK) and add the ACD softkeys to the softkey list. For more
• 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:
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.
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
• An incorrect or blank emergency number exists in the Dial Plan setup. See
The location request servers (emergency call service provider) did not respond with a phone location, after
multiple attempts.
information, see Configuring Programmable Softkeys, on page
Calls, on page 185.
Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide
Call Doesn't Record
168.
Configure a Phone to Make Emergency
Dial Plan, on page 291
311