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Cisco 7985G Administration Guide - Page 128

Using the Quality Report Tool

UPC - 882658054020

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Chapter 9 Troubleshooting and Maintenance Using the Quality Report Tool Step 3 Step 4 Step 5 Step 6 Step 7 Within 4 seconds: • press 1 to perform factory default parameter reset • press 2 to reformat the flash disk • press 3 to switch software image Red LED blinks faster. Within 4 seconds, press # to confirm. LED turns off while command is executed (may take some time). LED turns on when finished and regular boot up continues. There are 2 banks of flash on the phone, containing the current software image along with the previous image. So, if the current image is corrupted or unusable, please use the above steps to switch over the previously used image (press 3 in step 3). Using the Quality Report Tool The Quality Report Tool (QRT) acts as a voice quality and general problem-reporting tool for the Cisco Unified IP Video Phone 7985G. The QRT feature gets installed as part of the Cisco Unified CallManager installation. You can configure user Cisco Unified IP Phones with QRT. When you do so, users can report problems with phone calls by pressing the QRT softkey. You can use this softkey only when the Cisco Unified IP Phone is in the Connected, Connected Conference, Connected Transfer, and/or OnHook states. When a user presses the QRT softkey, a list of problem categories displays. The user chooses the appropriate problem category, and this feedback gets logged in an XML file. Actual information that gets logged depends on the user choice and whether the destination device is a Cisco Unified IP Phone. For more information about using QRT, refer to Cisco Unified CallManager Serviceability Administration Guide and Cisco Unified CallManager Serviceability System Guide. OL-8726-02 Cisco Unified IP Video Phone 7985G Administration Guide 9-15

Section	Page
Cisco Unified IP Video Phone 7985G Administration Guide	1
Contents	4
Preface	11
Overview	11
Audience	11
Organization	12
Related Documentation	13
Obtaining Documentation	14
Cisco.com	14
Documentation DVD	14
Ordering Documentation	15
Documentation Feedback	15
Cisco Product Security Overview	16
Reporting Security Problems in Cisco Products	16
Obtaining Technical Assistance	17
Cisco Technical Support Website	17
Submitting a Service Request	18
Definitions of Service Request Severity	19
Obtaining Additional Publications and Information	19
Document Conventions	20
An Overview of the Cisco Unified IP Video Phone	27
Understanding the Cisco Unified IP Video Phone 7985G	28
Making a video phone call with best possible picture quality	32
What Networking Protocols Are Used?	33
What Features are Supported on the Cisco Unified IP Video Phone 7985G?	35
Feature Overview	36
Configuring Phone Features	37
Configuring Network Parameters by Using the Cisco Unified IP Video Phone	37
Providing Users with Feature Information	38
Understanding the Requirements for Installing and Configuring the Cisco Unified IP Video Phone 7985G	38
Preparing to Install the Cisco Unified IP Video Phone on Your Network	43
Understanding Interactions with Other Cisco Unified IP Telephony Products	44
Understanding How the Cisco Unified IP Phone Interacts with Cisco Unified CallManager	44
Understanding How the Cisco Unified IP Video Phone Interacts with the Cisco Catalyst Family of Switches	45
Providing Power to the Phone	46
Power Gudielines	47
Power Outage	47
Obtaining Additional Information about Power	48
Understanding Phone Configuration Files	48
Understanding the Phone Startup Process	49
Adding Phones to the Cisco Unified CallManager Database	52
Adding Phones with Auto-Registration	53
Adding Phones with Auto-Registration and TAPS	53
Adding Phones with Cisco Unified CallManager Administration	54
Adding Phones with BAT	55
Setting Up the Cisco Unified IP Phone	56
Before You Begin	56
Network Requirements	57
Cisco Unified CallManager Configuration	57
Safety	58
Understanding the Cisco Unified IP Video Phone 7985G Components	59
Network and Access Ports	60
Handset	60
Speakerphone	60
Headset	61
Using External Devices with Your Cisco Unified IP Video Phone	61
Installing the Cisco Unified IP Video Phone	62
Mounting the Handset Bracket	64
Verifying the Phone Startup Process	65
Configuring Startup Network Settings	65
Configuring Settings on the Cisco Unified IP Video Phone	67
Configuration Menus on the Cisco Unified IP Video Phone 7985G	67
Displaying a Configuration Menu	68
Unlocking and Locking Options	69
Editing Values	70
Overview of Options that are Configurable from a Phone	71
Network Configuration Menu	72
Device Configuration Menu	78
CallManager Configuration Menu	78
HTTP Configuration Menu	79
Media Configuration Menu	80
Ethernet Configuration Menu	80
Security Configuration Menu	81
QoS Configuration Menu	82
Configuring Features, Templates, Services, and Users	83
Telephony Features that are Available for the Phone	84
Configuring Corporate Directories	88
Modifying Phone Button Templates	89
Configuring Softkey Templates	89
Setting Up Services	90
Adding Users to Cisco Unified CallManager	91
Customizing the Cisco Unified IP Video Phone	92
Creating Custom Phone Rings	92
RingList.xml File Format Requirements	93
PCM File Requirements for Custom Ring Types	94
Configuring a Custom Phone Ring	95
Creating Custom Background Images	95
List.xml File Format Requirements	96
PNG File Requirements for Custom Background Images	97
Configuring a Background Image	98
Viewing Model Information, Call Status, Current Settings, Default Settings, and Call Statistics on the Cisco Unified IP Video Phone	99
Model Information Screen	100
Call Status Screen	100
View Settings Screen	101
Restore Default Settings	101
Call Statistics Screen	101
Monitoring the Cisco Unified IP Video Phone Remotely	102
Accessing the Web Page for a Phone	103
Disabling Web Page Access	104
Device Information	105
Network Configuration	106
Network Statistics	109
Device Logs	112
Troubleshooting and Maintenance	114
Resolving Startup Problems	115
Symptom: The Cisco Unified IP Video Phone Does Not Go Through with Its Normal Startup Process	115
Symptom: The Cisco Unified IP Video Phone Does Not Register with Cisco Unified CallManager	116
Registering the Phone with Cisco Unified CallManager	117
Checking Network Connectivity	117
Verifying TFTP Server Settings	117
Verifying IP Addressing and Routing	118
Verifying DNS Settings	119
Verifying Cisco Unified CallManager Settings	119
Cisco Unified CallManager and TFTP Services Are Not Running	119
Creating a New Configuration File	120
Symptom: Cisco Unified IP Video Phone Resets Unexpectedly	121
Verifying Physical Connection	122
Identifying Intermittent Network Outages	122
Verifying DHCP Settings	122
Checking Static IP Address Settings	122
Verifying Voice VLAN Configuration	123
Eliminating DNS or Other Connectivity Errors	123
General Troubleshooting Tips	124
Resetting or Restoring the Cisco Unified IP Video Phone	126
Performing a Basic Reset	126
Performing a Factory Reset	127
Using the Quality Report Tool	128
Where to Go for More Troubleshooting Information	129
Cleaning the Cisco Unified IP Video Phone	129
Providing Information to Users Via a Website	130
How Users Obtain Support for the Cisco Unified IP Video Phone	131
How Users Access the Online Help System on the Phone	131
How Users Get Copies of Cisco Unified IP Phone Manuals	132
How Users Subscribe to Services and Configure Phone Features	132
How Users Access a Voice-Messaging System	133
Updating Firmware for the Cisco Unified IP Video Phone 7985G	134
Technical Specifications	136
Physical and Operating Environment Specifications	136
Cable Specifications	137
Network and Access Port Pinouts	137