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Verifying that the Phones Have Not Been Intentionally Reset

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Cisco Unified IP Phone Resets Unexpectedly Chapter 9 Troubleshooting and Maintenance Verifying that the Phones Have Not Been Intentionally Reset If you are not the only administrator with access to Cisco Unified Communications Manager, you should verify that no one else has intentionally reset the phones. You can check whether a Cisco Unified IP Phone received a command from Cisco Unified Communications Manager to reset by pressing the Settings button on the phone and choosing Status > Network Statistics. If the phone was recently reset one of these messages appears: • Reset-Reset-Phone closed due to receiving a Reset/Reset from Cisco Unified Communications Manager Administration. • Reset-Restart-Phone closed due to receiving a Reset/Restart from Cisco Unified Communications Manager Administration. Eliminating DNS or Other Connectivity Errors If the phone continues to reset, follow these steps to eliminate DNS or other connectivity errors: Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Use the Erase softkey to reset phone settings to their default values. See the "Resetting or Restoring the Cisco Unified IP Phone" section on page 9-14 for details. Modify DHCP and IP settings: a. Disable DHCP. See the "Network Configuration Menu" section on page 4-5 for instructions. b. Assign static IP values to the phone. See the "Network Configuration Menu" section on page 4-5 for instructions. Use the same default router setting used for other functioning Cisco Unified IP Phones. c. Assign TFTP server. See the "Network Configuration Menu" section on page 4-5 for instructions. Use the same TFTP server used for other functioning Cisco Unified IP Phones. On the Cisco Unified Communications Manager server, verify that the local host files have the correct Cisco Unified Communications Manager server name mapped to the correct IP address. From Cisco Unified Communications Manager, choose System > Server and verify that the server is referred to by its IP address and not by its DNS name. From Cisco Unified Communications Manager, choose Device > Phone and verify that you have assigned the correct MAC address to this Cisco Unified IP Phone. For information about determining a MAC address, see the "Determining the MAC Address of a Cisco Unified IP Phone" section on page 2-13. Power cycle the phone. Checking Power Connection In most cases, a phone will restart if it powers up by using external power but loses that connection and switches to PoE. Similarly, a phone may restart if it powers up by using PoE and then gets connected to an external power supply. Cisco Unified IP Phone 7965G and 7945G Administration Guide for Cisco Unified Communications Manager 6.1 9-8 OL-14641-01

Section	Page
Cisco Unified IP Phone 7965G and 7945G Administration Guide for Cisco Unified Communications Manager 6.1	1
Contents	5
Preface	11
An Overview of the Cisco Unified IP Phone	15
Understanding the Cisco Unified IP Phone 7965G and 7945G	16
What Networking Protocols Are Used?	18
What Features are Supported on the Cisco Unified IP Phone 7965G and 7945G?	21
Feature Overview	21
Configuring Telephony Features	22
Configuring Network Parameters Using the Cisco Unified IP Phone	22
Providing Users with Feature Information	23
Understanding Security Features for Cisco Unified IP Phones	23
Overview of Supported Security Features	25
Understanding Security Profiles	27
Identifying Encrypted and Authenticated Phone Calls	27
Establishing and Identifying Secure Conference Calls	28
Call Security Interactions and Restrictions	28
Supporting 802.1X Authentication on Cisco Unified IP Phones	29
Overview	29
Required Network Components	30
Best Practices-Requirements and Recommendations	30
Security Restrictions	31
Overview of Configuring and Installing Cisco Unified IP Phones	31
Configuring Cisco Unified IP Phones in Cisco Unified Communications Manager	32
Checklist for Configuring the Cisco Unified IP Phone 7965G and 7945G in Cisco Unified Communications Manager	33
Installing Cisco Unified IP Phones	35
Checklist for Installing the Cisco Unified IP Phone 7965G and 7945G	36
Preparing to Install the Cisco Unified IP Phone on Your Network	39
Understanding Interactions with Other Cisco Unified IP Communications Products	39
Understanding How the Cisco Unified IP Phone Interacts with Cisco Unified Communications Manager	40
Understanding How the Cisco Unified IP Phone Interacts with the VLAN	40
Providing Power to the Phone	41
Power Guidelines	42
Phone Power Consumption and Display Brightness	42
Power Outage	43
Obtaining Additional Information about Power	43
Understanding Phone Configuration Files	43
Understanding the Phone Startup Process	45
Adding Phones to the Cisco Unified Communications Manager Database	46
Adding Phones with Auto-Registration	47
Adding Phones with Auto-Registration and TAPS	48
Adding Phones with Cisco Unified Communications Manager Administration	49
Adding Phones with BAT	49
Using Cisco Unified IP Phones with Different Protocols	49
Converting a New Phone from SCCP to SIP	50
Converting an In-Use Phone from SCCP to SIP	50
Converting an In-Use Phone from SIP to SCCP	50
Deploying a Phone in an SCCP and SIP Environment	51
Determining the MAC Address of a Cisco Unified IP Phone	51
Setting Up the Cisco Unified IP Phone	53
Before You Begin	53
Network Requirements	54
Cisco Unified Communications Manager Configuration	54
Safety	54
Understanding the Cisco Unified IP Phone 7965G and 7945G Components	55
Network and Access Ports	56
Handset	56
Speakerphone	56
Headset	56
Audio Quality Subjective to the User	57
Connecting a Headset	57
Disabling a Headset	57
Using External Devices with Your Cisco Unified IP Phone	58
Installing the Cisco Unified IP Phone	58
Attaching the Cisco Unified IP Phone Expansion Module 7914 (SCCP Phones Only)	60
Adjusting the Placement of the Cisco Unified IP Phone	61
Adjusting Cisco Unified IP Phone Footstand and Phone Height	61
Securing the Phone with a Cable Lock	62
Mounting the Phone to the Wall	62
Verifying the Phone Startup Process	64
Configuring Startup Network Settings	65
Configuring Security on the Cisco Unified IP Phone	65
Configuring Settings on the Cisco Unified IP Phone	67
Configuration Menus on the Cisco Unified IP Phone 7965G and 7945G	67
Displaying a Configuration Menu	68
Unlocking and Locking Options	69
Editing Values	69
Overview of Options Configurable from a Phone	70
Network Configuration Menu	71
Device Configuration Menu	77
CallManager Configuration menu	77
SIP Configuration Menu (SIP Phones Only)	79
SIP General Configuration Menu	79
Line Settings Menu	81
Call Preferences Menu	81
HTTP Configuration Menu	82
Locale Configuration Menu	83
NTP Configuration Menu (SIP Phones Only)	84
UI Configuration Menu	84
Media Configuration Menu	86
Power Save Configuration Menu	89
Ethernet Configuration Menu	90
Security Configuration Menu	91
QoS Configuration Menu	92
Network Configuration	93
Security Configuration Menu	97
CTL File Menu	98
Trust List Menu	99
802.1X Authentication and Status	100
Configuring Features, Templates, Services, and Users	103
Telephony Features Available for the Phone	104
Configuring Corporate and Personal Directories	116
Configuring Corporate Directories	116
Configuring Personal Directory	116
Modifying Phone Button Templates	117
Configuring Softkey Templates	117
Setting Up Services	118
Adding Users to Cisco Unified Communications Manager	118
Managing the User Options Web Pages	119
Giving Users Access to the User Options Web Pages	119
Specifying Options that Appear on the User Options Web Pages	119
Customizing the Cisco Unified IP Phone	121
Customizing and Modifying Configuration Files	121
Creating Custom Phone Rings	122
Ringlist.xml File Format Requirements	122
PCM File Requirements for Custom Ring Types	123
Configuring a Custom Phone Ring	123
Creating Custom Background Images	124
List.xml File Format Requirements	124
PNG File Requirements for Custom Background Images	125
Configuring a Custom Background Image	125
Configuring Wideband Codec	126
Configuring the Idle Display	127
Automatically Disabling the Cisco Unified IP Phone Screen	128
Viewing Model Information, Status, and Statistics on the Cisco Unified IP Phone	131
Model Information Screen	132
Status Menu	132
Status Messages Screen	133
Network Statistics Screen	139
Firmware Versions Screen	140
Expansion Module(s) Screen (SCCP Phones Only)	140
Call Statistics Screen	141
Monitoring the Cisco Unified IP Phone Remotely	145
Accessing the Web Page for a Phone	146
Disabling and Enabling Web Page Access	147
Device Information	147
Network Configuration	148
Network Statistics	152
Device Logs	155
Streaming Statistics	155
Troubleshooting and Maintenance	159
Resolving Startup Problems	160
Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal Startup Process	160
Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified Communications Manager	161
Identifying Error Messages	161
Checking Network Connectivity	161
Verifying TFTP Server Settings	161
Verifying IP Addressing and Routing	162
Verifying DNS Settings	162
Verifying Cisco Unified Communications Manager Settings	162
Cisco Unified Communications Manager and TFTP Services Are Not Running	162
Creating a New Configuration File	163
Registering the Phone with Cisco Unified Communications Manager	164
Symptom: Cisco Unified IP Phone Unable to Obtain IP Address	164
Cisco Unified IP Phone Resets Unexpectedly	164
Verifying the Physical Connection	165
Identifying Intermittent Network Outages	165
Verifying DHCP Settings	165
Checking Static IP Address Settings	165
Verifying Voice VLAN Configuration	165
Verifying that the Phones Have Not Been Intentionally Reset	166
Eliminating DNS or Other Connectivity Errors	166
Checking Power Connection	166
Troubleshooting Cisco Unified IP Phone Security	167
General Troubleshooting Tips	168
General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module 7914 (SCCP Phones Only)	172
Resetting or Restoring the Cisco Unified IP Phone	172
Performing a Basic Reset	172
Performing a Factory Reset	173
Using the Quality Report Tool	174
Monitoring the Voice Quality of Calls	174
Using Voice Quality Metrics	175
Troubleshooting Tips	176
Where to Go for More Troubleshooting Information	176
Cleaning the Cisco Unified IP Phone	177
Providing Information to Users Via a Website	179
How Users Obtain Support for the Cisco Unified IP Phone	179
How Users Access the Online Help System on the Phone	179
How Users Get Copies of Cisco Unified IP Phone Manuals	180
Accessing Cisco 7900 Series Unified IP Phone eLearning Tutorials (SCCP Phones Only)	180
How Users Subscribe to Services and Configure Phone Features	181
How Users Access a Voice Messaging System	181
How Users Configure Personal Directory Entries	182
Installing and Configuring the Cisco Unified IP Phone Address Book Synchronizer	182
Feature Support by Protocol for the Cisco Unified IP Phone 7965G and 7945G	185
Supporting International Users	189
Adding Language Overlays to Phone Buttons	189
Installing the Cisco Unified Communications Manager Locale Installer	189
Technical Specifications	191
Physical and Operating Environment Specifications	191
Cable Specifications	192
Network and Access Port Pinouts	192

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9-8

Cisco Unified IP Phone 7965G and 7945G Administration Guide for Cisco Unified Communications Manager 6.1

OL-14641-01

Chapter 9

Troubleshooting and Maintenance

Cisco Unified IP Phone Resets Unexpectedly

Verifying that the Phones Have Not Been Intentionally Reset

If you are not the only administrator with access to Cisco Unified Communications Manager, you should

verify that no one else has intentionally reset the phones.

You can check whether a Cisco Unified IP Phone received a command from

Cisco Unified Communications Manager to reset by pressing the

Settings

button on the phone and

choosing

Status > Network Statistics

. If the phone was recently reset one of these messages appears:

•

Reset-Reset—Phone closed due to receiving a Reset/Reset from Cisco Unified Communications

Manager Administration.

•

Reset-Restart—Phone closed due to receiving a Reset/Restart from Cisco Unified Communications

Manager Administration.

Eliminating DNS or Other Connectivity Errors

If the phone continues to reset, follow these steps to eliminate DNS or other connectivity errors:

Procedure

Step 1

Use the

Erase

softkey to reset phone settings to their default values. See the

“Resetting or Restoring the

Cisco Unified IP Phone” section on page 9-14

for details.

Step 2

Modify DHCP and IP settings:

Disable DHCP. See the

“Network Configuration Menu” section on page 4-5

for instructions.

Assign static IP values to the phone. See the

“Network Configuration Menu” section on page 4-5

for instructions. Use the same default router setting used for other functioning Cisco Unified IP

Phones.

Assign TFTP server. See the

“Network Configuration Menu” section on page 4-5

for instructions.

Use the same TFTP server used for other functioning Cisco Unified IP Phones.

Step 3

On the Cisco Unified Communications Manager server, verify that the local host files have the correct

Cisco Unified Communications Manager server name mapped to the correct IP address.

Step 4

From Cisco Unified Communications Manager, choose

System > Server

and verify that the server is

referred to by its IP address and not by its DNS name.

Step 5

From Cisco Unified Communications Manager, choose

Device > Phone

and verify that you have

assigned the correct MAC address to this Cisco Unified IP Phone. For information about determining a

MAC address, see the

“Determining the MAC Address of a Cisco Unified IP Phone” section on

page 2-13

Step 6

Power cycle the phone.

Checking Power Connection

In most cases, a phone will restart if it powers up by using external power but loses that connection and

switches to PoE. Similarly, a phone may restart if it powers up by using PoE and then gets connected to

an external power supply.