Feature Troubleshooting - Cisco IP Phone 6851 Administration Manual

Feature Troubleshooting

Cause
Pressing the keys too quickly can result in missed or delayed digits.
Solution
Keys should not be pressed rapidly.
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.
Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide
216
"Support Call Center MIME Type".