Cisco 7821/7841/7861 - Missing Softkeys while phone is On-Hook

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Jun 16th, 2014
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Hey all,

We just deployed over 300 Cisco 7821 IP Phones in our cluster over the weekend. Most (not all) of our users are reporting that the softkeys are missing and that looks to be the case. I have reset the phone, manually set the Softkey template to Standard User. Not sure what else to try. Any ideas?

Firmware version: sip78xx.10-1-1SR1-4

CUCM Version:



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Giovanni Ceci Tue, 06/17/2014 - 14:23
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Figured it out. It turns out that if the "Disable Speakerphone" checkbox is checked in the Phone Configuration page, this will remove the Softkey options on the display. 

I reported to this to TAC and they said that this normally greys out the softkeys but not removes them. So it appears to be a bug. Will report Bug ID once I have it.

pedram Tue, 03/08/2016 - 06:30
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Thanks for the information .I checked CuCM and the speaker phone was disabled .There might be another bug .Any thought?

Rob Huffman Thu, 03/03/2016 - 13:43
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Hi there,

Please check;

Add to 78xx user guide that disabling speaker might remove all softkeys

A new note should added to the user guide to explain it is working as designed

There is a section (Phone screen) where it can be added

Something like

Note: when speaker is disabled the Redial, NewCall, Fwd All are disabled as the image below

78xx phones with speaker disable


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