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Chapter 6 Troubleshooting the Cisco IP Phone Where to Go for More Information Where to Go for More Information If you have additional questions about troubleshooting the Cisco IP Phones, several Cisco.com web sites can provide you with more tips. Choose from the sites available for your access level: General Access • Cisco IP Phone Troubleshooting Resources: http://www.cisco.com/pcgi-bin/Support/PSP/psp_view.pl?p=Hardware:IP_P hones&s=Troubleshooting • Cisco IP Phone for Cisco CallManager documentation: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_ipphon/ip_clmgr/ index.htm • Cisco Products and Technologies (Cisco Voice Applications, including Cisco CallManager): http://www.cisco.com/warp/public/44/jump/voice_applications.shtml • Cisco Products and Technologies (Telephony, including Cisco IP Phones): http://www.cisco.com/warp/public/44/jump/telephony.shtml Registered Cisco.com Users • Technical Tips for Cisco CallManager, Attendant Applications, Utilities, and Technologies (includes Cisco IP Phones): http://www.cisco.com/warp/customer/788/AVVID/ccmaaut.shtml • Top Issues for Voice, Telephony, and Messaging: http://www.cisco.com/warp/customer/788/top_issues/vox/vox_top_issues.sh tml • Cisco Technologies: http://www.cisco.com/cgi-bin/Support/PSP/index.pl?i=Technologies • Cisco Products: http://www.cisco.com/cgi-bin/Support/PSP/index.pl?i=Products • Voice, Telephony, and Messaging Solutions: http://www.cisco.com/warp/customer/788/AVVID/avvid_index.shtml Cisco IP Phone Administration Guide for Cisco CallManager 3.3, Cisco IP Phones 7902G/7905G/7912G OL-6313-01 6-23

Section	Page
Contents	3
Preface	11
Overview	11
Audience	11
Objectives	12
Organization	12
Related Documentation	13
Obtaining Documentation	14
World Wide Web	14
Documentation CD-ROM	14
Ordering Documentation	14
Documentation Feedback	14
Obtaining Technical Assistance	15
Cisco Connection Online	15
Technical Assistance Center	16
Obtaining Additional Publications and Information	17
Document Conventions	18
An Overview of the Cisco IP Phone	25
Understanding the Cisco IP Phone 7902G	26
Understanding the CiscoIPPhone Models 7905G/7912G	28
What Networking Protocols Are Used?	31
What Features are Supported on the CiscoIP Phone Models 7902G/7905G/7912G?	33
Feature Overview	33
Configuring Telephony Features	34
Configuring Network Features Using the Cisco IP Phone	35
Providing Users with Feature Information	35
Understanding the Requirements for Installing and Configuring the Cisco IP Phone Models 7902G/790...	36
Preparing to Install the CiscoIPPhone on Your Network	41
Understanding Interactions with Other CiscoIPTelephony Products	41
Understanding How the CiscoIPPhone Interacts with CiscoCallManager	42
Understanding How the Cisco IP Phone Interacts with the CiscoCatalyst Family of Switches	43
Understanding the Phone Startup Process	44
Obtaining Power from the Switch	44
Loading the Stored Phone Image	45
Configuring VLAN	45
Obtaining an IP Address	45
Accessing TFTP Server	46
Requesting Configuration Files	46
Contacting CiscoCallManager	47
Guidelines for Configuring Ports on the CiscoIPPhone models 7902G/7905G/7912G	48
Connecting to the Network	48
Using the Network Port	48
Using the Access Port	49
Providing Power to the Cisco IP Phone	49
Power Source Design	50
Redundancy Feature	51
Connecting a Handset to a Cisco IP Phone	51
Adding Phones to the Cisco CallManager Database	52
Using Auto-Registration	52
Adding Phones Manually	54
Adding Phones Manually Using DHCP	54
Assigning Static IP Addresses	55
Using the Bulk Administration Tool	57
Installing the CiscoIPPhone	59
Before You Begin	59
Network Requirements	60
CiscoCallManager Configuration	60
Safety	61
Connecting the Cisco IP Phone to the Network	62
Mounting the Phone to the Wall	66
Verifying the Phone Startup Process	67
Configuring Startup Network Settings	68
Configuring Network Settings on the CiscoIPPhone	69
Configuring Methods	69
Accessing Network Configuration Settings from a Cisco IP Phone	70
Accessing Network Configuration Settings through a Phone’s Web Page	71
Verifying Network Settings	72
Modifying DHCP Settings	77
Enabling DHCP	78
Disabling DHCP	79
Releasing a DHCP Address	81
Configuring IP Settings	83
Assigning an IP Address	83
Assigning a Default Router	85
Assigning a Subnet Mask	87
Assigning a Domain Name	88
Assigning DNS Servers	90
Modifying VLAN Settings	92
Configuring VLAN Settings	93
Disabling VLAN	94
Configuring TFTP Options	96
Assigning a TFTP Sever	96
Enabling an Alternate TFTP Server	98
Assigning a Backup TFTP Server	99
Configuring CDP	100
Configuring Users, Features, and Services	103
Configuring Telephony Features Using CiscoCallManager Administration	104
Configuring Telephony Features for the Cisco IP Phone models 7902G/7905G/7912G	104
Adding Users to CiscoCallManager	109
Configuring the Corporate Directory	109
Setting Up Services	110
Providing Information to Users Via a Web Site	111
How Users Obtain Support for the Cisco IP Phone	111
How Users Get Copies of Cisco IP Phone Manuals	111
How Users Subscribe to Services and Configure Phone Features	112
How Users Configure Phone Features	113
How Users Access Voice Messages	113
Troubleshooting the Cisco IP Phone	115
Obtaining Status, Model, and Version Information	116
Viewing Status Messages	116
Displaying Network Statistics	117
Verifying Model and Serial Number	119
Verifying Firmware Version	120
Monitoring Cisco IP Phones Remotely	121
Resetting the Cisco IP Phone	122
Erasing the Local Configuration	122
Updating the Firmware Version	124
Checking the Light Indicators on a CiscoIPPhone7902G	125
Resolving Startup Problems	126
Symptom: Cisco IP Phone Does Not Start Up	126
Symptom: Cisco IP Phone Not Registering with CiscoCallManager	127
Registering the Phone with CiscoCallManager	128
Checking Network Connectivity	128
Verifying TFTP Server Settings	129
Verifying IP Addressing and Routing	129
Verifying DNS Settings	130
Verifying CiscoCallManager Settings	130
Cisco CallManager and TFTP Services Are Not Running	130
Creating a New Configuration File	131
Symptom: Cisco IP Phone Resetting	132
Verifying Physical Connection	133
Identifying Intermittent Network Outages	133
Verifying DHCP Settings	133
Checking Static IP Address Settings	133
Verifying Voice VLAN Configuration	134
Verifying that the Phones Have Not Been Intentionally Reset	134
Eliminating DNS or Other Connectivity Errors	134
Resolving Known Issues	135
Where to Go for More Information	137
Additional Configuration Methods, Parameters, and Procedures	139
TFTP Configuring	140
About Profile Files	141
Creating or Updating a Profile File	142
Profile File Conventions	142
Editing a Profile File and Converting it to Binary Format	143
Web Page Configuring	144
Device Information	146
Network Configuration	146
Network Statistics	148
Device Logs	149
Configuration Parameters	149
Network Parameters	149
Tone Parameters	154
Audio Parameters	157
Profile File Parameters	158
Specifying Firmware Upgrade Instructions for the Cisco IP Phone	159
Using the Interactive Voice Response (IVR) System on the CiscoIPPhone7902G	160
IVR System Menu Codes	160
Entering Data in the IVR System	162
Navigating the IVR System	164
Changing the Logo on the Cisco IP Phone LCD Screen	165
Collecting Information for Troubleshooting	168
Technical Specifications	171
Physical and Operating Environment Specifications	171
Cable Specifications	172
Network Port Pinouts	172