Cisco 6800 Series Administration Manual page 326

Presence Status Doesn't Work
Presence Status Doesn't Work
Problem
The phone doesn't show presence information.
Solution
Use UC Communicator as a reference to verify that the account works.
Phone Presence Message: Disconnected from Server
Problem
Instead of presence information, the user sees the message Disconnected from server.
Solution
• Check the Broadsoft server configuration to determine if IM&P service is enabled and assigned to that
• Check the phone configuration to determine if the phone can connect to the internet and get the XMPP
• Check the XMPP Incoming and Outgoing messages printed in the syslog to make sure it can login
Phone Cannot Access BroadSoft Directory for XSI
Problem
The phone displays XSI directory access error.
Solution
1. Check Broadsoft server configuration for the user login and SIP credentials.
2. Check error messages in syslog.
3. Check information on the error on the phone screen.
4. If HTTPS connection fails, check the error message on the phone screen and in the syslog.
5. Install custom CA for HTTPS connection if the BroadSoft certificate is not signed from phone built-in
root CA.
Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide
312
user.
messages.
successfully.
Phone Troubleshooting