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7961 Handset not working, all calls through speaker only

Calls can only be heard through the speaker phone on this device. Calls cannot be heard through the handset, user says this happens 90% of the time. Am I right in thinking this is a hardware issue and the set needs to be replaced or has something been configured on the device?

Hall of Fame Super Red

Re: 7961 Handset not working, all calls through speaker only

Hi Denise,

I'm 99% sure its RMA time for this phone. This is most likely a 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;

There was also a problem with the 7.2 phone firmware that caused similar looking symptoms for the 3rd generation phones like the 7970/7961/7941. This could be rectified in the short term by booting the phone. If your issue can be fixed by resetting the phone and you are running 7.2 firmware, let me know and I will find you the Bug.

Hope this helps!