Phones cannot answer calls by lifting reciever

[hauchinango]

I have a re-occuring problem where various phones will lose the ability to answer a ringing call by lifting the reciever or pressing the speaker button.

The only way they can answer the calls is to hit the "Answer" softkey.

Once I reset the phone, the problem goes away, so I assume it is not a faulty hookflash. Once a phone has been reset, the problem does NOT seem to resurface on the same phone.

CCM ver 4.1.3sr3a

Phones firmware 8.0.3

[Chris Deren]

What are the phone models? I've heard of similar issues with the 7941/61 devices where they needed to RMAed.

Chris

[hauchinango]

yes, they have been 7941's. Quite odd, since it seems that the problem does not reoccur after a reboot of the phone.

Not to be confused with my original issue, but I get ALOT of out of box failures on the hook flashes for 7961's and 7941's. That problem seems to be hardware related, as the only fix is to RMA.

[Rob Huffman]

Hi Robert/Chris

Looks like this Firmware bug continues to plague IP Phones;

Release Notes

Symptom:

Rarely a 7900 IP phone will get into a state where the speaker, headset, handset, or line buttons will not work to take the phone offhook. In this state the only way to go offhook will be to use the softkeys.

Conditions:

This has been seen in various Skinny phone loads up to and including 7.0(2)SR1. It is not dependant on CallManager version.

Workaround:

A simple IP phone reset will recover the phone.

Further Problem Description:

The root cause of this issue is not known at this time.

This problem will be further addressed in the 8.0 Skinny loads by adding more debugging to the IP phone console. If you suspect you have an IP phone in this state running an 8.0 load please do not reset the phone and contact TAC immediately.

CSCsc99161

Phone does not go offhook except via softkey.

http://www.cisco.com/pcgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsc99161

Hope this helps!

Rob

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[hauchinango]

Rob,

Thanks for the info. I initially suspected a bug, but nice to have confirmation. I will contact TAC next time this pops up.

[jcleary]

I have the same issue. I have however had this happen multiple times to some phones