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