Cisco IP Phone: Problem Reporting Tool (PRT)

Background

The Problem Reporting Tool (PRT) is a feature of the Cisco phone system that allows you to report a problem to the diagnostic system for review. PRT generates information about completed and failed calls that can be used in additional reviews by telecommunication engineers. PRT can be used by anyone, however, anyone experiencing a new issue should also contact DoTS to open a ticket and provide more background information.

This tool is primarily available on the Cisco 8841 telephone that is used in offices and the 8811 phone used in classrooms. PRT is not available on the single line 3905 phone used in common areas and other spaces.

How to Report a Call Problem

These instructions are specific to reporting after a phone call. You can report during a call but it does not ask for any more information. We prefer that you use this tool after the call is completed or failed as that will give us much more information to use.

  1. From your main screen, press the Settings button on the phone keypad.

  1. At the Applications menu, press Phone information.

  1. Select the Report problem button (bottom of the screen).

  1. The Problem reporting tool screen is presented on the phone. Enter the date and time that indicates when the issue occurred. Once the date and time of the problem are entered, press Problem description.

  1. Make a selection from the Problem description list. A list of problem descriptions is at the bottom of this article. This example shows Phone disconnect or reboot is selected as the description of the problem.

  1. The Problem reporting tool page is presented again. Select the Submit button.

  1. A "Gathering logs" message displays on the screen. At the end of the process, you will see "Your data has been uploaded successfully" with a really long file name. If you get an error, notify DoTS that you received an error so they can go into the phone remotely to get the information that did not upload.

Problem Description List

  • Phone disconnect or reboot
  • Network connection failure
  • Phone registration failure
  • Failed to place a call
  • Cannot answer a call
  • Call features do not work
  • Poor audio/video quality
  • One way audio/video
  • No audio/video
  • Slow UI response
  • UI display error
  • Other
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