Cisco 9971 phone sidecar no longer indicating busy lines

The only setting that I can think of, that might cause this is Subscribe Calling Search Space on the offending phone. This should be set to a Calling Search Space that can see the lines that are to be seen on the sidecar. Typically an "internal" or "global" CSS.

Thanks for the response. I suspect that this is a hardware issue (all other functions work) and your input pushes the pointer further in that direction. I just wanted to make sure I was not missing something obvious as I'm no expert.

You could try factory reset. That'll re-load the firmware.
Factory reset on 9971 is done via a menu, no special code or special method.

Thanks Timothy. In that instance the configured settings will reload once the firmware is installed and the phone boots, correct?

Just as an update - the phone itself was replaced a month ago (but not the expansion module) for a different problem. I have now heard from the user that she had the same issue with the expansion module prior to that change.

Just as an update - I have swapped out the expansion module with the same result. Unless the end user is confused that is two different 9971 phones, 2 different expansion modules exhibiting the same (expansion module) issue.

Does that make sense to anyone?

To clarify...
You have 2 9971s with Expansion Modules that are exhibiting the same symptoms?

Sorry for the confusion. We had one 9971 exhibiting issues, along with an expansion module. We replaced the phone when the original user was on maternity leave and received reports that the phone was fully operational (at remote site).
Now the original user has returned she advises that the phone is working, but the expansion module is not indicating busy lines (the issue she witnessed previously).

After replacing the module the symptoms still appear to be the same (can ring an appropriate line, pick up and the line doe not show busy/red indicator).


Does that help?