Cisco 8811 Softkeys Grayed Out

[Jason Amick]

I have about 1000+ Cisco 8811 phones deployed and at times will have users call in about not being able to use their softkeys such as the hold and transfer buttons while being on an active call because they were grayed out.  It only applies to this model phone and it seems to be random.  The only fix we have seen so far is to re-enable the speakerphone then the softkeys start working again.  As soon as we disable speakerphone it then breaks the softkeys again. Seems buggy but was curious to see if anyone else has seen anything similar with this model phone.  I have seen this with 3 separate firmware loads.  I also have a hard time recreating the issue as I can super copy a phone with the same device and line settings and the keys work fine.

Current Firmware: sip88xx.11-5-1-18

Old Firmware: sip88xx.10-3-1-20

[Anoop Krishnan]

Hi Jason, 

You could try updating the firmware of one of the 8811 phone's to 11-7 and have a check if the issue still exists, also you could try running a packet capture from the both sides (Phone and CUCM). 

Regards, 

Anoop 

[Jason Amick]

Anoop:

Thanks I agree it does look like a firmware related issue, TAC has just published an ES for the 88XX (88xx-11-5-1ES22.zip) phones and suggested we try that as well.  I will give an update once we have tested for a few days.  Thanks again.