Cisco IP Phone 6841, Administration Manual

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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.
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.
Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide
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Phone Display Problems