Cisco 8851, Administration Manual

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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.
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
user.
• Check the phone configuration to determine if the phone can connect to the internet and get the XMPP
messages.
• Check the XMPP Incoming and Outgoing messages printed in the syslog to make sure it can login
successfully.
Phone Display Problems
Your users may see unusual screen displays. Use the following sections to troubleshoot the problem.
The Font is Too Small or Has Unusual Characters
Problem
The phone screen has smaller fonts than expected or there are unusual characters displayed. Examples of
unusual characters are letters from a different alphabet from the characters that the locale uses.
Cause
Possible causes are:
• TFTP server does not have the correct set of locale and font files
• XML files or other files are specified as a font file
Cisco IP Phone 8800 Series Multiplatform Phones Administration Guide
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Phone Display Problems