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Random problem with 7940 and 7960 phones

s.kemp
Level 1
Level 1

I recently replaced a customer's Call Manger server with a new server running CUCM-BE 7.1.  Everything is working well except for a random issue we are having with some of our 7940 and 7960 phones.  Here is a description of the problem:

Users cannot make calls nor receive calls even though the display looks normal.  When they try to place a call, it rings until the called party answers and then they get a busy signal.  The same thing happens when they receive a call - their phone rings and when they pick it up, all they hear is a busy signal.

I had their network admin do some tests when he found a phone that was locked up.  Here are the results:

·         What happens when you dial another extension from the phone?

1.       The phone rings until the other person picks up.  Then both ends hear a busy signal.

2.       The display shows the extension you are dialing and once the other end picks up the display shows the call is connected.

·         What happens when you dial the extension from another phone?

1.       The phone rings until the other person picks up.  Then both ends hear a busy signal.

2.       The display shows the extension you are dialing and once the other end picks up the display shows the call is connected.

·         What happens when you dial an outside number from the phone? 

1.       The call goes directly to the busy signal

·         Can the user get into voicemail from their phone?

1.       When you hit the voicemail button, it goes directly to the busy signal.

We can fix the problem by simply unplugging the phone and then plugging it back up.  After that it works as expected.

Any help or ideas would be greatly appreciated!

3 Replies 3

paolo bevilacqua
Hall of Fame
Hall of Fame

Update phone firmware.

After I installed the new CUCM-BE Server, the phones when through a process of upgrading, so I thought the phones were on the latest firmware that came with 7.1.  After you replied to my post, I started checking the firmware versions and it looks like I had an issue where the phones had such an old firmware version, they could not completely upgrade to the version that shipped with 7.1.  I have now pushed an intermediate version to the phones and am confirming correct functionality.  After that, I plan to upgrade to the latest firmware.

I dont know for sure if this will fix my initial problem with the phones locking, but it was definately a problem I had not discovered before.  Thank you Paulo Bevilacqua for replying to my post and giving me this good advice!

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