8851-3pcc mutes after ignoring an incoming bluetooth call

[avezina]

Hi,

Here's a problem I have with the 8851-3pcc. I don't know if you guys can help me with that :

Setup

8851-3pcc paired with an iPhone

Steps to reproduce

- Talk on the phone on a normal extension (ext1) with headset or handset (not speakerphone)

- Receive an incoming call on bluetooth (iPhone)

- Press "ignore" to drop the bluetooth call on the 8851

What happens

- Handset or headset microphone stops working (We can hear something, but the person at the other end can't)

Workaround

- Switch audio device (headset to handset, handset from to headset, headset to speakerphone, etc) : sounds starts working again

- Ignore call on the iPhone instead of on the Cisco 8851

Note that this does not happen when the call is on speakerphone

[bijpraka]

What is the software version on the phone?

[avezina]

Good point

Software version: sip88xx.11-2-3MPP-398.loads

Hardware version: V31

Let me know if you need something else

Regards

[bijpraka · Accepted solution]

There is no known BT issue on 11.2.3MPP.398 which has already been fixed. I would suggest you contact support and raise a case with all necessary logs and a ES can be released with a fix if it is identified as a genuine issue.

Thanks

[avezina]

Cool thanks!

I tried looking on how to open a support ticket, but I can't seem to figure it out.

Can you help me with that as well?

Regards

[bijpraka]

You can find the support numbers and link to open a case at the right side of this page:

https://www.cisco.com/c/en/us/support/collaboration-endpoints/ip-phone-8851-multiplatform-firmware/model.html

Thanks.

[avezina]

Okay so, I tried calling 

1 (800) 553-2447 (phone number on the page you gave me)

and

1 (866) 606-1866 (Small Business Support)

and

My reseller (https://www.gentek.com)

Both Cisco numbers told me there is only hardware support (no software) and I needed to call my reseller.

My reseller told me he can't open a ticket for software either (he's the one who gave me the small business support number).

[bijpraka]

I would think Small Business Support should take up software cases too. You can raise a case online:

https://www.cisco.com/c/en/us/support/web/tsd-cisco-small-business-support-center-contacts.html

And click on Open a TAC Case Online

Keep the end device serial number ready when you call/raise a case.

Thanks.

[avezina]

I think something is not right because I tried that, but the button to open a case is grayed out. When I click to add a service contract I am redirected to my personal profil preferences :S

-1

-2

I am sorry it is more turning on a discussion on how to open a ticket at Cisco more than a problem with a muted microphone after rejecting a Bluetooth call.

[bijpraka]

I am not very sure about why its not showing up for you. Maybe try contacting one of those numbers and describing the problem you are seeing. Maybe they can help tagging the contract to your account.

[oleksandra1]

Hi! What Firmware version do you have?

I have sip88xx.11-2-3MSR1-1 and cannot connect Bluetooth headset to 8851-3pcc  at all.

Victor

 

[avezina]

It's sip88xx.11-2-3MPP-398.loads 

I don't think it's related since we are not using the same firmware and my problem is with an iPhone paired with the 8851. Il also pairs fine.

I just lose the microphone when Rejecting a call received on the iPhone.

[avezina]

I tried upgrading the firmware to sip88xx.11-2-3MSR1-1.loads which does not fix the issue.

Note that the relase ntoes does not talk albout bluetooth though : https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cuipph/MPP/8800/firmware/11-2-3sr1/p881_b_release-notes-8800mpp-1123sr1.html

[bijpraka]

Were you able to raise a case with the support team. That would be the quickest way to get this checked into.

https://www.cisco.com/c/en/us/support/web/tsd-cisco-small-business-support-center-contacts.html

Thanks.

[avezina]

Sadly no, as I said earlier, both persons I spoke with said that they only offer hardware support.