Issue with Cisco 7961

[amit.rajput]

Our few of our 7961 phones works only on speaker. We cannot make or receive calls via handset but only through phone speaker. We tried factory reset on the phone, upgraded the firmware but no luck. I could assume it's a hardware issue if it's just 1 or 2 phones but multiple phones are affected. Kindly advise.

[Maren Mahoney]

It is very possible that this is related to the hookswitch, and not the firmware. Yes, even though it is many phones and not just one or two.

Older firmware for the 796X/794X phones did have a bug (in some versions but not all) where random phones would stop working except through softkeys or other function buttons like speakerphone. As far as I know, that hasn't been an issue since something like the v8x firmware days.

Try cleaning the hookswitch on the phones. It may save some, but no guarantees it will fix all. If this doesn't work, it will likely be time to replace the phones. Here is a link:

Best Practices for Cleaning and Troubleshooting Cisco IP Phone Hookswitch

Maren

[George Sotiropoulos]

This was well described in the past on various posts on the Cisco Support Community as the "Hook-Switch" issue.

You will need to clean up the hook-switch, which most probably due to sweat/tear on the spring under the lever the spring doesnt work well and the lever does not push all the way up when someone picks up the handset.

Just verify that when you pick up the handset, the icon on the display changes.

George