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Troubleshooting

• Your phone cannot communicate with the call control system.

• The call control system has communication or internal problems.

• Your phone has internal problems.

If you experience problems, your administrator can assist in troubleshooting the root cause of the problem.

Find Information About Your Phone

Your administrator may ask for information about your phone. This information uniquely identifies the phone

for troubleshooting purposes.

Procedure

Step 1

Press Applications

Step 2

Select Phone information.

Step 3

(Optional) Press Show detail to view the active load information.

Step 4

Press Exit to return to the Applications screen.

Report Call Quality Issues

Your administrator may temporarily configure your phone with the Quality Reporting Tool (QRT) to

troubleshoot performance problems. Depending on configuration, use the QRT to:

• Immediately report an audio problem on a current call.

• Select a general problem from a list of categories and choose reason codes.

Procedure

Step 1

Press Report quality.

Step 2

Scroll and select the item that closely matches your problem.

Step 3

Press the Select softkey.

The information is sent to your system administrator.

Report All Phone Issues

You can use the Cisco Collaboration Problem Report Tool (PRT) to collect and send phone logs, and to report

problems to your administrator. If you see a message that the PRT upload has failed, the problem report is

saved on the phone and you should alert your administrator.

Cisco IP Phone 8800 Series User Guide

Your Phone