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Cisco 7906G Administration Guide - Page 232

General Troubleshooting Tips

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General Troubleshooting Tips Chapter 9 Troubleshooting and Maintenance General Troubleshooting Tips This section provides troubleshooting information for some common issues that might occur on the Cisco Unified IP Phone. Table 9-2 provides general troubleshooting information for the Cisco Unified IP Phone. Table 9-2 Cisco Unified IP Phone Troubleshooting Summary Explanation Daisy-chaining IP phones. Cisco does not support connecting an IP phone to another IP phone through the PC port. Each IP phone should directly connect to a switch port. If phones are connected together in a line (daisy chaining by using the PC port), the phones will not work. Poor quality when calling digital cell phones using the G.729 protocol. In Cisco Unified Communications Manager, you can configure the network to use the G.729 protocol (the default is G.711). When using G.729, calls between an IP phone and a digital cellular phone will have poor voice quality. Use G.729 only when absolutely necessary. Prolonged broadcast storms cause IP phones to re-register. Prolonged broadcast storms (lasting several minutes) on the voice VLAN cause the IP phones to re-register with another Cisco Unified Communications Manager server. 9-16 Cisco Unified IP Phone 7906G and 7911G for Cisco Unified Communications Manager 6.1 OL-14585-01

Section	Page
Cisco Unified IP Phone 7906G and 7911G Administration Guide for Cisco Unified Communications Manager 6.1	1
Contents	5
Preface	13
An Overview of the Cisco Unified IP Phone	19
Understanding the Cisco Unified IP Phones 7906G and 7911G	20
What Networking Protocols Are Used?	22
What Features are Supported?	27
Feature Overview	28
Configuring Telephony Features	29
Configuring Network Parameters Using the Cisco Unified IP Phone	29
Providing Users with Feature Information	30
Understanding Security Features for Cisco Unified IP Phones	30
Overview of Supported Security Features	33
Understanding Security Profiles	37
Identifying Encrypted and Authenticated Phone Calls	37
Establishing and Identifying Secure Conference Calls	38
Call Security Interactions and Restrictions	39
Supporting 802.1X Authentication on Cisco Unified IP Phones	41
Overview	41
Required Network Components	41
Best Practices-Requirements and Recommendations	42
Security Restrictions	43
Overview of Configuring and Installing Cisco Unified IP Phones	43
Configuring Cisco Unified IP Phones in Cisco Unified Communications Manager	44
Checklist for Configuring the Cisco Unified IP Phones 7906G and 7911G in Cisco Unified Communications Manager	45
Installing Cisco Unified IP Phones	50
Checklist for Installing the Cisco Unified IP Phones 7906G and 7911G	50
Preparing to Install the Cisco Unified IP Phone on Your Network	55
Understanding Interactions with Other Cisco Unified Communications Products	56
Understanding How the Cisco Unified IP Phone Interacts with Cisco Unified Communications Manager	56
Understanding How the Cisco Unified IP Phone Interacts with the VLAN	57
Providing Power to the Cisco Unified IP Phones 7906G and 7911G	58
Power Guidelines	58
Power Outage	59
Obtaining Additional Information about Power	59
Understanding Phone Configuration Files	60
SIP Dial Rules	62
Understanding the Phone Startup Process	62
Adding Phones to the Cisco Unified Communications Manager Database	65
Adding Phones with Auto-Registration	66
Adding Phones with Auto-Registration and TAPS	67
Adding Phones with Cisco Unified Communications Manager Administration	68
Adding Phones with BAT	68
Using Cisco Unified IP Phones with Different Protocols	69
Converting a New Phone from SCCP to SIP	69
Converting an In-Use Phone from SCCP to SIP	70
Converting an In-Use Phone from SIP to SCCP	70
Deploying a Phone in an SCCP and SIP Environment	71
Determining the MAC Address of a Cisco Unified IP Phone	71
Setting Up the Cisco Unified IP Phone	73
Before You Begin	74
Network Requirements	74
Cisco Unified Communications Manager Configuration	75
Understanding the Cisco Unified IP Phones 7906G and 7911G Components	75
Network and Access Ports	76
Handset	76
Speaker	76
Monitor Mode	77
Group Listen Mode	77
Headset	78
Audio Quality Subjective to User	79
Connecting a Headset	79
Using External Devices with Your Cisco Unified IP Phone	80
Installing the Cisco Unified IP Phone	80
Mounting the Phone to a Wall	87
Verifying the Phone Startup Process	88
Configuring Startup Network Settings	88
Configuring Security on the Cisco Unified IP Phone	89
Configuring Settings on the Cisco Unified IP Phone	93
Configuration Menus on the Cisco Unified IP Phones 7906G and 7911G	93
Displaying a Configuration Menu	95
Unlocking and Locking Options	96
Editing the Values of an Option Setting	97
Overview of Options Configurable from a Phone	98
Network Configuration Menu	99
Device Configuration Menu	107
CallManager Configuration Menu	107
SIP Configuration Menu (SIP Phones Only)	109
SIP General Configuration Menu	109
Line Settings Menu	111
Call Preferences Menu (SIP Phones Only)	113
HTTP Configuration Menu	114
Locale Configuration Menu	115
UI Configuration Menu	116
Media Configuration Menu	118
NTP Configuration Menu (SIP Phones Only)	120
Ethernet Configuration Menu	121
Security Configuration Menu	122
QoS Configuration Menu	124
Network Configuration	125
Security Configuration Menu	130
CTL File Screen	132
Trust List Menu	134
802.1X Authentication and Status	135
Configuring Features, Templates, Services, and Users	139
Telephony Features Available for the Cisco Unified IP Phone	140
Configuring Corporate and Personal Directories	159
Configuring Corporate Directories	159
Configuring Personal Directory	160
Modifying Phone Button Templates	160
Configuring Softkey Templates	161
Setting Up Services	161
Adding Users to Cisco Unified Communications Manager	162
Managing the User Options Web Pages	163
Giving Users Access to the User Options Web Pages	164
Specifying Options that Appear on the User Options Web Pages	164
Customizing the Cisco Unified IP Phone	167
Customizing and Modifying Configuration Files	167
Creating Custom Phone Rings	168
Ringlist.xml File Format Requirements	169
PCM File Requirements for Custom Ring Types	170
Configuring a Custom Phone Ring	170
Creating Custom Background Images	171
List.xml File Format Requirements	171
PNG File Requirements for Custom Background Images	172
Configuring a Custom Background Image	173
Configuring Wideband Codec	174
Viewing Model Information, Status, and Statistics on the Cisco Unified IP Phone	177
Model Information Screen	178
Status Menu	179
Status Messages Screen	180
Network Statistics Screen	190
Firmware Versions Screen	191
Call Statistics Screen	192
Monitoring the Cisco Unified IP Phone Remotely	197
Accessing the Web Page for a Phone	198
Disabling and Enabling Web Page Access	199
Device Information	200
Network Configuration	202
Network Statistics	207
Device Logs	210
Streaming Statistics	211
Troubleshooting and Maintenance	217
Resolving Startup Problems	218
Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal Startup Process	218
Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified Communications Manager	219
Identifying Error Messages	220
Registering the Phone with Cisco Unified Communications Manager	220
Checking Network Connectivity	220
Verifying TFTP Server Settings	221
Verifying IP Addressing and Routing	221
Verifying DNS Settings	222
Verifying Cisco Unified Communications Manager Settings	222
Cisco Unified Communications Manager and TFTP Services Are Not Running	222
Creating a New Configuration File	223
Registering the Phone with Cisco Unified Communications Manager	224
Cisco Unified IP Phone Resets Unexpectedly	225
Verifying Physical Connection	225
Identifying Intermittent Network Outages	225
Verifying DHCP Settings	226
Checking Static IP Address Settings	226
Verifying Voice VLAN Configuration	226
Verifying that the Phones Have Not Been Intentionally Reset	226
Eliminating DNS or Other Connectivity Errors	227
Checking Power Connection (SIP Phones Only)	228
Troubleshooting Cisco Unified IP Phone Security	228
General Troubleshooting Tips	232
Resetting or Restoring the Cisco Unified IP Phone	237
Performing a Basic Reset	238
Performing a Factory Reset	239
Using the Quality Report Tool	240
Monitoring the Voice Quality of Calls	240
Using Voice Quality Metrics	241
Troubleshooting Tips	242
Where to Go for More Troubleshooting Information	244
Cleaning the Cisco Unified IP Phone	244
Providing Information to Users	245
How Users Obtain Support for the Cisco Unified IP Phone	245
Giving Users Access to the User Options Web Pages	246
How Users Get Copies of Cisco Unified IP Phone Manuals	246
How Users Subscribe to Services and Configure Phone Features	247
How Users Access a Voice Messaging System	247
How Users Configure Personal Directory Entries	248
Applying the Cisco Unified IP Phone Address Book Synchronizer	248
Feature Support by Protocol for Cisco Unified IP Phone 7906G and 7911G	251
Supporting International Users	259
Technical Specifications	261
Physical and Operating Environment Specifications	261
Cable Specifications	262
Network and Access Port Pinouts	262