7800 Series Returning to Home Scree

[ian-lewis]

I've just deployed 1000+ 7821 and 7841 phones.

Now the users are complaining that the phones aren't returning to the phone home screen after you make a call via directory or anything else.

Is this a configuration thing I can change or is it a 'feature'?

we have a load FW of sip78xx.11-0-1-11

Any help appreciated

Thanks

Ian

[Gokul Kumaar]

Hello Ian,

We have tried the same with 78XX and with 88XX devices and its not reproducible from our end.

Is the issue reproducible from your end ? If yes, can you please pass me the steps you have followed to reproduce this issue ?

Regards,

GK

[ian-lewis]

Hi Gokul

it's every phone. We are running sip87xx.11-0-1-11. I havent noticed it

on the 88xx, just the 7821 and 7841. My test phone now has been on the

phone information screen for over an hour....

Any ideas appreciated

Ian

Regards,

Ian Lewis

Senior Voice Engineer/Architect

Phone: +44 (0) 7795 666745 | Mobile: +44 (0) 7500 108206

E-mail: LEWISIAN@uk.ibm.com

IBM United Kingdom Limited

Registered in England and Wales with number 741598

Registered office: PO Box 41, North Harbour, Portsmouth, Hants. PO6 3AU

[Gokul Kumaar]

Hello Ian,

Can you please share me the steps you have followed on 7821 and 7841 and please attach the screenshot of the issue from your phone.

Regards,

GK

[ian-lewis]

Hi Gokal

So I took the phone out of the box, configured the usual basic settings,

added a line/partition CSS. Nothing special, no fancy config.

The problem is difficult to screenshot, if I go to the directory or the

phone options or anything off the home screen it never goes back to the

homescreen.

If I use the directory to make a call, when I close the call, the screen

returns to the directory screen and not to the home screen. you then have

to exit back to the home screen...

I have a 79xx series next to my test phone, with the same CUCM settings

and that works as I would expect. If you go to the directory and then do

nothing, or make a call, it will return to the home screen

Ian

Regards,

Ian Lewis

Senior Voice Engineer/Architect

Phone: +44 (0) 7795 666745 | Mobile: +44 (0) 7500 108206

E-mail: LEWISIAN@uk.ibm.com

IBM United Kingdom Limited

Registered in England and Wales with number 741598

Registered office: PO Box 41, North Harbour, Portsmouth, Hants. PO6 3AU

[Gokul Kumaar]

Hi Ian,

Before registering the device with CUCM can you please Reset it once (Which is zero config) and register it with CUCM (Just a try) ?

Please share me the result after you execute this.

Thanks,

Gokul

[Gokul Kumaar]

Hi Ian,

if issue persists after trying the above, Please pass me the device logs by using PRT (Problem Reporting Tool).

Regards,

Gokul