User can't see own extension number on Cisco IP phone(7965)

[shaharshad]

Hi,

When user log in to ip phone.  His own number doesn't display at top. He tried to log and log back in . It appears for some time and again disappeared. 

Thanks

[Manish Gogna]

Is it affecting only one 7965 or all 7965's?

Is the phone registered to cucm or cme, which version?

If using extension mobility, have you checked the user device profile configuration and the line settings there?

Manish

[shaharshad]

Hi

thanks for quick reply. It 7965 and CUCM v 10

extention mobility is there. I have check device profile and line config. All seem ok. In start when user log in user can see his extension on top and against top direct dial button but after some time extension just disappears.

thanks

[Manish Gogna]

If only the extension is disappearing and you are still able to make / receive calls then you can try upgrading the firmware or swap the phone with a working one and see if the issue follows the phone or the switchport.

If the phone is unable to make calls when the extension disappears then you need to collect the phone console logs by logging into ip address of the ip phone and also corresponding pcap as the issue is reproducible. This will help find out if there is an issue with ip phone or the database related issue. If possible, try deleting and readding the device and profile config.

Manish

[shaharshad]

Thanks Manish

i ll follow instructions and ll get back to inform you outcome