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AMA-CUCM Troubleshooting: Best Practices for Reading Trace Files

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IP Phone "CP-7961G" - Answering Incoming Calls Issue

Hello All,

I have a strange problem that I have not seen before. Hopefully someone else has seen something like this.

There has only been one report of this problem but it is a pretty big problem for this person.

Here's the Scenario: (happens during incoming calls)

When the User gets an Incoming Call, if they pick up the Handset nothing happens. If they press the

"Answer" Key, it goes directly to speaker Phone. And if they press the "Speaker" button it Disconnects the call.

Also, the User has said that if they wait long enough and then try to answer the call, it will work. But usually by

that time they Caller has either hung up or been sent to Voicemail.

I've checked all the Phones Configuration Options, including "Phone Button Template", "Softkey Template", "Auto Line Select", etc....

I also compared their phone Configuration with other Users with the exact same model and no major differences had been found.

Anyone have any idea what this could be..? Or does this sound like a defective Phone?

Any thoughts would be great!

Thanks in Advance,

Matt

1 ACCEPTED SOLUTION

Accepted Solutions
Hall of Fame Community Legend

IP Phone "CP-7961G" - Answering Incoming Calls Issue

Hi Matt,

This  is almost certainly a hardware problem with the Hookswitch. After  deploying Cisco IP Phones for the last few years we (and many others)  have found this to be the most common hardware problem. There is a "Best  Practice" for cleaning the Hookswitch contacts (link below) that does  work (rarely) . Usually the phone has to be replaced/RMA'd.

If you don't have smartnet on the phone and you want to buy the parts to fix this, here's the link

http://www.nascsars.com/products.asp?cat=1297

BestPractices for Cleaning and Troubleshooting Cisco IP Phone Hookswitch

From this interesting Tech note;

http://www.cisco.com/en/US/products/hw/phones/ps379/products_tech_note09186a00801c0810.shtml

Cheers!

Rob

"Every fool's got a reason to feelin' sorry for himself" - Springsteen

3 REPLIES 3
Hall of Fame Community Legend

IP Phone "CP-7961G" - Answering Incoming Calls Issue

Hi Matt,

This  is almost certainly a hardware problem with the Hookswitch. After  deploying Cisco IP Phones for the last few years we (and many others)  have found this to be the most common hardware problem. There is a "Best  Practice" for cleaning the Hookswitch contacts (link below) that does  work (rarely) . Usually the phone has to be replaced/RMA'd.

If you don't have smartnet on the phone and you want to buy the parts to fix this, here's the link

http://www.nascsars.com/products.asp?cat=1297

BestPractices for Cleaning and Troubleshooting Cisco IP Phone Hookswitch

From this interesting Tech note;

http://www.cisco.com/en/US/products/hw/phones/ps379/products_tech_note09186a00801c0810.shtml

Cheers!

Rob

"Every fool's got a reason to feelin' sorry for himself" - Springsteen

Contributor

IP Phone "CP-7961G" - Answering Incoming Calls Issue

Hey Rob, thanks for your QUICK reply!

Yea, I was thinking that was the culprit for this after reading lots of issues with the hook-switch. The only

reason I had asked was because I hadn't seen this exact problem description anywhere else.

Just so I'm clear, the "Hookswitch" is the "button" that would be behind the Ear-Piece Section when the Handset

is hung-up in the Cradle..?

Thanks Again,

Matt

Hall of Fame Community Legend

IP Phone "CP-7961G" - Answering Incoming Calls Issue

Hey Matt,

Yep...that's the "Hookswitch"

Cheers!

Rob

"Every fool's got a reason to feelin' sorry for himself" - Springsteen

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