Phone Doesn't Show Acd Agent Availability; Call Doesn't Record; An Emergency Call Doesn't Connect To Emergency Services - Cisco 8800 Series Administration Manual

Cisco IP Phone Troubleshooting

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
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.

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).
Configuring Programmable Softkeys, on page
Cisco IP Phone 8800 Series Multiplatform Phones Administration Guide
Phone Doesn't Show ACD Agent Availability
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