Cisco 9861 doesn't show line text label or display caller-id

[griffijo]

We recently purchased our first 9800 IP phones, both the 9841 and 9861 models.  We've installed the first couple of 9861's and there's some behavior we can't seem to get around.  The 9861 will not show the line text label for line #1 when there are any missed calls (see picture) but will instead show the number of missed calls in the line #1 postion.  In addtion, when receiving a call, the phone will not display the caller-id of the incoming call unless you press the "return to call" button, which is also showing up in the line #1 postions (see picture). 

UCM: 14.0.1.13900-155

Phone load: 3-1-1-0104-37

[Nithin Eluvathingal]

As far as I know, that’s normal behavior with the 9800, and I’m unsure if there’s a way to modify it.

1. Press the line key where the count of current calls or meetings is displayed.
2. On the calls list, use the Navigation Cluster button to select your desired call or meeting.
3. Perform the action as needed with the available softkeys.

Regarding the line showing missed calls, it’s also normal to display notifications like the voicemail notification on that line.

[griffijo]

I'm having a hard time believing its normal to not be able to see the caller-id unless you first hit the return to call button.  That seems very odd to me. 

[SteveK066 · Accepted solution]

Per my co-worker - the line text label won't appear if there's just the one line on the phone. With just one you'll also get the large clock. I confirmed this by adding a second line, which removes the large clock but the line text labels then appeared.

That would be good to know if there's a way to have the line text label appear with just the one line.

[griffijo]

That did work with respect to line text labels.  There is still the issue with caller-id.  You have to actually hit the line button in order to display the caller-id information when there is an incoming call.  I've unable to find a way around it.

[SteveK066]

Ok - I only have a 9841 to test with. I'm kind of surprised it's that way on these new 9800 phones. The 7841s would show the line text with just one line. You must hit the line button on a 9841 phone to see the caller-ID?

I do get caller-id with one or two lines configured on a 9841 without intervention.

[Nithin Eluvathingal]

Does the caller ID not show when you have two lines configured? I haven’t tested a dual line on the 9800, only single lines, and if I remember correctly, that’s the normal behavior.

I’ll test it with the phone in my office and let you know the results.

[SteveK066]

For me caller ID shows for one or two lines on a 9841 phone. But if just one line, just the phone number displays when idle, without the Line Text Label. It sounds like @griffijo's situation is different, meaning no caller ID if more than one line.