/mcpCall Back Troubleshooting This section describes the problems, possible causes, and solutions for various scenarios, and error messages that are displayed on the IP phone for Call Back. Unplug/Reset Phone After Pressing CallBack Softkey but Before CallBack Occurs Problem You have unplugged or reset the phone after pressing the CallBack Softkey but before activating CallBack. Possible Cause Unified Communications Manager cancels the Call Back activation. Solution After the caller phone registers, the caller phone does not display the Call Back activation window after the reset. The caller must press the CallBack Softkey to view the active Call Back service. CallBack notification occurs on the phone. Caller Misses to View Availability Notification Before Phone Reset Problem In an intracluster or intercluster Call Back scenario, a caller initiates Call Back for a user, for example, User B, who is unavailable. When User B becomes available, the availability notification screen displays on the caller phone, and a tone plays. The caller misses the availability notification for some reason, and the phone resets. The caller contacts a different user, User C, for example, and presses the CallBack softkey because User C appears busy. The replace/retain screen displays on the caller phone, but the screen does not state that the availability notification already occurred for User B. Possible Cause The user reset the phone. Solution After a phone reset but not during an active call, review the Call Back notifications on the phone. Press the CallBack softkey. Call Back Error Messages The following section describes the error messages that display on the IP phone screen. Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs 253 Placing Calls Call Back Troubleshooting