Cisco IP Phone 7916 Expansion module reboots when incoming call

[mosbeux01]

Hi,

I have an issue with my Cisco IP Phone 7916 Expansion module it is connected to an Cisco IP phone 7965.

The problem is that when my wireless headset (plantronics) is connected to the modile it reboots when there is an incoming call.

When the headset is connected to the phone it works normally.

We have other users in our company with this issue.

So it seems to be an firmware update.

Does someone have an idea about this issue ?

Best Regards.

[Charles Hill · Accepted solution]

Hello,

Looks like you are hitting the following bug.

7915/16 resets with incoming call on local DN using wireless

CSCsr94524

Workaround:
Disable HHC option

Known Affected Releases:

(1)

8.3(5)

Known Fixed Releases:

(1)

1.0(2.4)

Hope this helps,

Please rate helpful posts.

Thanks.

[mosbeux01]

Hi thank you  for the support.

When i disable the Wireless Headset Hookswitch Control my expansion module is indeed nomore rebooring but i'am unable to pick up with the wireless headset.

Any Idea ?

Best regards

[Charles Hill]

Go to the known fixed release that is listed in the bug.

hth

[mosbeux01]

Sorry,

I'am new on the forum and i'am unable to find that release.

Can you please help me ?

Best regards.

[Charles Hill · Accepted solution]

No problem,

See below...

https://software.cisco.com/download/release.html?mdfid=282159702&flowid=46223&softwareid=284335649&release=1.0(4.2)&relind=AVAILABLE&rellifecycle=&reltype=latest

However I don't see 1.0(2.4), but I do see 1.0(4.2).  I'm thinking the 1.0(2.4) is a typo in the bug.

Hope this helps...

[Rob Huffman]

Hi Charles,

Excellent find my friend! Keep up the great work here.

Cheers!

Rob

[Charles Hill]

Thank you sir!

[mosbeux01]

Hi thank you for the support.

i will try it.

[stevensb1]

We have SCCP45.9-4-2SR1-1S loaded on a test user and it has not resolved the problem.  Going to be working with our vendor and CDW on this but we have roughly 20 users experiencing this with multiple brands of headsets.

[bhough]

would you be able to provide cisco tac case number?

i can then reference this in my ticket too.

could you provide some info about your phones?

button template, 1 or 2 7916 attached, etc.?

thanks,

b

[stevensb1]

Our's is outsourced aka hosted without admin access so I am unable to give many details.

Our issues are around 7965 with (1) attached 7916 sidecar.

Most users are loaded with "SIP45.9-4-2-1S".

We attempted to and loaded "SIP45.9-4-2ES5S" with no luck.

Was more stable but still experienced sidecar reboots after a week. 

We attempted to and loaded "SCCP45.9-4-2SR1-1S" on one of the end users.  

She was fine up until this morning.  So basically stayed up for a week.

It is closed now but at one time we had SR 635204775 open with Cisco TAC.  Working with our vendor today we did the following:

Wideband Headset UI Control = Set to Disable

WideBand Headset = Set to Disable

I am assuming if the above changes do not work we will be opening a new TAC case.

If there is anything else I can provide, please let me know.

[stevensb1]

So it would appear our fix would be converting from SIP to SCCP and disabling Wideband Headset and Wideband Headset UI.

The combination of these has allowed our receptionists to be stable for about 3 weeks now without a sidecar reboot.

[bhough]

currently we downgraded the phone to previous version and it works.

so, for now keeping as is.

Version

*SCCP45.9-3-1SR3-1S*

[ALEKSANDR BELAKOV]

Thanks a lot BHOUGH

it helped me as well 100%

5+

Thanks

Alex