Cisco IP phone 7961: Not able to take call through handset

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Dec 26th, 2007
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Hi, I got an issue on my phone whenever it gets the call it goes to speaker. I cannot answer using handset. Can anyone respond to this immediately. I also tried hard reboot on the phone.

Correct Answer by Rob Huffman about 9 years 7 months ago

Hi Karthik,


No, if you are running 8.3.1 this will be the second issue I listed, that relates to a faulty Hookswitch. Every phone that this has happened to was "un-fixable" and needed to be RMA'd :(


Sorry man!

Rob

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paolo bevilacqua Wed, 12/26/2007 - 10:44
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First of all, what type and version of call manager do you have, and are you the administrator for it ?

Rob Huffman Wed, 12/26/2007 - 10:59
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Hi Karthik,


Just to add a note to the info from Paolo. This is almost surely a Firmware issue. This bug (below) manifested itself in exactly the same way you have experienced for our 3rd generation phones. 7941's and 7961's both had this type of random problem until the 8.2.x Firmware. The bug lists the problem as Answering calls only, but as I say we also had the same Dialing then "hang up" issues;


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



This could also be a hardware problem with the Hookswitch. After deploying Cisco IP Phones for the last few years we (and many others) have found this to be the most common hardware problem. There is a "Best Practice" for cleaning the Hookswitch contacts (link below) that does work on occasion. Usually the phone has to be replaced/RMA'd.


Best?? Practices for Cleaning and Troubleshooting Cisco IP Phone Hookswitch


From this interesting Tech note;


http://www.cisco.com/en/US/products/hw/phones/ps379/products_tech_note09186a00801c0810.shtml



Hope this helps and Happy Holidays!

Rob



kartik6446 Wed, 12/26/2007 - 11:33
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The version of the firmware on the phone is 8-3-1-S. So are you sure this is a firmware problem? Please reply soon. Thanks

Correct Answer
Rob Huffman Wed, 12/26/2007 - 12:02
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Hi Karthik,


No, if you are running 8.3.1 this will be the second issue I listed, that relates to a faulty Hookswitch. Every phone that this has happened to was "un-fixable" and needed to be RMA'd :(


Sorry man!

Rob

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