We’ve been using Webex Calling with Cisco 8841 phones for a while. However, last week we started receiving tickets reporting that the directory search feature wasn’t working when making calls. We checked it out and reset the phones. After testing it by calling another technician, it seemed to be working fine. However, when a user demonstrated the issue to me, I noticed that they were trying to call someone who only had an extension. I then tried other phones, including my office’s phones, and got the same result. This issue only occurs with our physical phones; the desktop app works fine. It seems like the phone’s logic is “if the user has a number, then call,” otherwise ignore the extension since nothing happens when you click the call button. Also I noticed that when looking someone up it will find their name but nothing else will be displayed. If it is someone with a DID number then that will show up.
