Problem with model 8851 phones
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08-28-2024 11:40 AM
Three of the five Model 8851 Cisco VoIP phones in one of our administration departments at our University started to experience a problem. This started around August 21, 2024. Previous to that, no problems.
The problem is these three VoIP phones will randomly re-boot when on a call. The person is on-hold when the phone comes back up. A user stated she noticed this occurred more frequently when putting an in-coming call on hold.
Any suggestions why this is happening?
I did look at the forums and there was a problem reported very similar to this that had to do with a firmware update which was installed around this time, but no solution was given.
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09-04-2024 08:51 PM
You mentioned that the issues has occurred following a firmware update - have you tried downgrading a phone to the older version to see if that resolves it, and points to the firmware as the issue? Or have you tried a newer firmware to see if that helps resolve the problem?
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08-28-2024 03:23 PM
@hammond wrote:
The problem is these three VoIP phones will randomly re-boot when on a call. The person is on-hold when the phone comes back up. A user stated she noticed this occurred more frequently when putting an in-coming call on hold.
Description sounds like the phones have hit a bug and crashes.
If it is possible to video record this event from happening and pass the recorded video to the people who manages the phone system for troubleshooting.
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08-29-2024 07:16 AM
Also, I am the person who manages the phone system. I have seen it happen. I do not know why it is and that is why I was asking for more learned, experienced peoples knowledge.
We also have a company who assists with the administration of the phone system. When I asked them about this issue, they told me to contact Cisco about it.
How can I enter a work order with Cisco to have them look into and troubleshoot this?
Thank you.
Brian
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08-29-2024 03:24 PM
@hammond wrote:
A user stated she noticed this occurred more frequently when putting an in-coming call on hold.
Could try this and see if it is reproduceable.
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08-29-2024 08:00 AM