Solution
1. Verify the following:
1. The Ethernet cable is attached.
2. The Third-Party Call Control system is active.
2. Enable audio server debug and capture logs on both phones, then examine the logs.
Phone Does Not Recognize DTMF Digits or Digits Are Delayed
Problem
The user complains that numbers are missed or delayed when the keypad is used.
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
“Support Call Center MIME Type”.
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.
Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide
310
Phone Troubleshooting
Phone Does Not Recognize DTMF Digits or Digits Are Delayed
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