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Cisco 8861 - CHAPTER 18 Troubleshooting; Feature Troubleshooting; ACD Call Information Missing; Phone Doesnt Show ACD Softkeys

Cisco 8861
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CHAPTER 18
Troubleshooting
Feature Troubleshooting, on page 419
Phone Display Problems, on page 422
Report All Phone Issues from the Phone Web Interface, on page 423
Factory Reset the Phone from the Pone Web Interface, on page 424
Report a Phone Problem Remotely, on page 424
Capture Packets, on page 425
Voice Quality Troubleshooting Tips, on page 425
Where to Find Additional Information, on page 426
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.
Cisco IP Phone 8800 Series Multiplatform Phone Administration Guide for Release 11.3(1) and Later
419

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