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Verifying that the Phones Have Not Been Intentionally Reset - factory reset procedure

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Cisco Unified IP Phone Resets Unexpectedly Chapter 8 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 7960G/7940G 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 Reset the phone to factory defaults. See the "Resolving Startup Problems" section on page 8-1 for details. Modify DHCP and IP settings: a. Disable DHCP. See the "Network Configuration Menu" section on page 4-4 for instructions. b. Assign static IP values to the phone. See the "Network Configuration Menu" section on page 4-4 for instructions. Use the same default router setting used for other functioning Cisco Unified IP Phones. c. Assign a TFTP server. See the "Network Configuration Menu" section on page 4-4 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 for a Cisco Unified IP Phone" section on page 2-12. Power cycle the phone: • If the phone receives power from an external power source, unplug the Ethernet cable from the Network port on the phone, then unplug the power supply from the DC adaptor port on the phone. Next, reconnect the power supply and then reconnect the Ethernet cable. Caution Always unplug the upstream Ethernet cable from the phone before unplugging the power supply. Unplugging the power supply before unplugging the upstream Ethernet cable could result in a service interruption on the network. • If the phone receives inline power, unplug the cable from the Network port on the phone and then plug it back in. Cisco Unified IP Phone 7960G/7940G Administration Guide for Cisco Unified Communications Manager 7.0 (SCCP) 8-8 OL-15498-01

Section	Page
Cisco Unified IP Phone 7960G/7940G Administration Guide for Cisco Unified Communications Manager 7.0 (SCCP)	1
Contents	3
Preface	9
An Overview of the Cisco Unified IP Phone	13
Understanding the Cisco Unified IP Phones 7960G and 7940G	13
What Networking Protocols Are Used?	16
What Features are Supported on the Cisco Unified IP Phones 7960G and 7940G?	17
Feature Overview	18
Configuring Telephony Features	18
Configuring Network Parameters Using the Cisco Unified IP Phone	19
Providing Users with Feature Information	19
Understanding Security Features for Cisco Unified IP Phones	19
Overview of Supported Security Features	21
Understanding Security Profiles	22
Identifying Encrypted and Authenticated Phone Calls	23
Security Restrictions	23
CAPF Interaction when the Phone Resets	24
Overview of Configuring and Installing Cisco Unified IP Phones	24
Configuring Cisco Unified IP Phones in Cisco Unified Communications Manager	25
Checklist for Configuring the Cisco Unified IP Phone 7960G and 7940G in Cisco Unified Communications Manager	25
Installing Cisco Unified IP Phones	28
Checklist for Installing the Cisco Unified IP Phone 7960G and 7940G	28
Preparing to Install the Cisco Unified IP Phone on Your Network	31
Understanding Interactions with Other Cisco Unified IP Communications Products	32
Understanding How the Cisco Unified IP Phone Interacts with Cisco Unified Communications Manager	32
Understanding How the Cisco Unified IP Phone Interacts with the VLAN	33
Providing Power to the Cisco Unified IP Phone	33
Power Guidelines	34
Power Outage	34
Obtaining Additional Information about Power	34
Understanding Phone Configuration Files	35
Understanding the Phone Startup Process	36
Adding Phones to the Cisco Unified Communications Manager Database	37
Adding Phones with Auto-Registration	38
Adding Phones with Auto-Registration and TAPS	39
Adding Phones with Cisco Unified Communications Manager Administration	39
Adding Phones with BAT	40
Using Cisco Unified IP Phones with Different Protocols	40
Converting a New Phone from SCCP to SIP	40
Converting an In-Use Phone from SCCP to SIP	41
Converting an In-Use Phone from SIP to SCCP	41
Deploying a Phone in an SCCP and SIP Environment	41
Determining the MAC Address for a Cisco Unified IP Phone	42
Setting Up the Cisco Unified IP Phone	43
Before You Begin	43
Network Requirements	44
Cisco Unified Communications Manager Configuration	44
Understanding the Cisco Unified IP Phone 7960G and 7940G Components	44
Network and Access Ports	45
Handset	45
Speakerphone	45
Headset	45
Audio Quality Subjective to the User	46
Connecting a Headset	46
Disabling a Headset	46
Using External Devices with Your Cisco Unified IP Phone	46
Installing the Cisco Unified IP Phone	47
Attaching the Cisco Unified IP Phone Expansion Module 7914	49
Adjusting the Placement of the Cisco Unified IP Phone	50
Adjusting Cisco Unified IP Phone Footstand and Phone Height	50
Mounting the Phone to the Wall	50
Verifying the Phone Startup Process	51
Configuring Startup Network Settings	52
Configuring Security on the Cisco Unified IP Phone	52
Configuring Network Settings on the Cisco Unified IP Phone	55
Displaying the Network Configuration Menu	55
Unlocking and Locking Options	56
Editing Values	57
Overview of Network Configuration Options	57
Network Configuration Menu	58
Cisco Unified Communications Manager Options	64
Configuring Features, Templates, Services, and Users	67
Telephony Features Available for the Cisco Unified IP Phone	68
Creating Custom Phone Rings	75
Configuring Corporate and Personal Directories	75
Configuring Corporate Directories	75
Configuring Personal Directory	75
Modifying Phone Button Templates	76
Configuring Softkey Templates	77
Setting Up Services	77
Adding Users to Cisco Unified Communications Manager	78
Managing the User Options Web Pages	78
Giving Users Access to the User Options Web Pages	78
Specifying Options that Appear on the User Options Web Pages	78
Viewing Model Information, Status, Statistics, and Security Information on the Cisco Unified IP Phone	81
Model Information Screen	82
Status Menu	82
Status Messages Screen	83
Network Statistics Screen	87
Firmware Versions Screen	88
Expansion Module Stats Screen	89
Call Statistics Screen	90
Security Configuration Menu	92
CTL File Menu	92
Trust List Menu	94
Monitoring the Cisco Unified IP Phone Remotely	95
Accessing the Web Page for a Phone	96
Disabling and Enabling Web Page Access	97
Device Information	97
Network Configuration	98
Network Statistics	101
Ethernet Statistics	101
Port 1 (Network), Port 2 (Access), and Port 3 (Phone) Statistics	102
Device Logs	104
Stack Statistics	105
Status Messages	105
Streaming Statistics	105
Troubleshooting and Maintenance	109
Resolving Startup Problems	109
Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal Startup Process	110
Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified Communications Manager	110
Identifying Error Messages	111
Registering the Phone with Cisco Unified Communications Manager	111
Checking Network Connectivity	111
Verifying TFTP Server Settings	111
Verifying IP Addressing and Routing	112
Verifying DNS Settings	112
Verifying Cisco Unified Communications Manager Settings	112
Cisco Unified Communications Manager and TFTP Services Are Not Running	112
Creating a New Configuration File	113
Symptom: Cisco Unified IP Phone Unable to Obtain IP Address	114
Cisco Unified IP Phone Resets Unexpectedly	114
Verifying Physical Connection	114
Identifying Intermittent Network Outages	115
Verifying DHCP Settings	115
Checking Static IP Address Settings	115
Verifying Voice VLAN Configuration	115
Verifying that the Phones Have Not Been Intentionally Reset	116
Eliminating DNS or Other Connectivity Errors	116
Troubleshooting Cisco Unified IP Phone Security	117
General Troubleshooting Tips	118
General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module 7914	120
Resetting or Restoring the Cisco Unified IP Phone	121
Performing a Basic Reset	121
Performing a Factory Reset	122
Using the Quality Report Tool	123
Monitoring the Voice Quality of Calls	123
Where to Go for More Troubleshooting Information	125
Cleaning the Cisco Unified IP Phone	125
Providing Information to Users Via a Website	127
How Users Obtain Support for the Cisco Unified IP Phone	127
Giving Users Access to the User Options Web Pages	127
How Users Get Copies of Cisco Unified IP Phone Manuals	128
Accessing Cisco 7900 Series Unified IP Phone eLearning Tutorials	128
How Users Subscribe to Services and Configure Phone Features	128
How Users Access a Voice Messaging System	129
How Users Configure Personal Directory Entries	129
Installing and Configuring the Cisco Unified IP Phone Address Book Synchronizer	130
Feature Support by Protocol for Cisco Unified IP Phone 7960G and 7940G	133
Supporting International Users	137
Adding Language Overlays to Phone Buttons	137
Installing the Cisco Unified Communications Manager Locale Installer	137
Technical Specifications	139
Physical and Operating Environment Specifications	139
Cable Specifications	140
Network and Access Port Pinouts	140
Basic Phone Administration Steps	143
Example User Information for these Procedures	143
Adding a User to Cisco Unified Communications Manager	144
Adding a User From an External LDAP Directory	144
Adding a User Directly to Cisco Unified Communications Manager	144
Configuring the Phone	145
Performing Final End User Configuration Steps	150

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8-8

Cisco Unified IP Phone 7960G/7940G Administration Guide for Cisco Unified Communications Manager 7.0 (SCCP)

OL-15498-01

Chapter 8

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 7960G/7940G 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

Reset the phone to factory defaults. See the

“Resolving Startup Problems” section on page 8-1

for

details.

Step 2

Modify DHCP and IP settings:

Disable DHCP. See the

“Network Configuration Menu” section on page 4-4

for instructions.

Assign static IP values to the phone. See the

“Network Configuration Menu” section on page 4-4

for

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

Assign a TFTP server. See the

“Network Configuration Menu” section on page 4-4

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 for a Cisco Unified IP Phone” section on

page 2-12

Step 6

Power cycle the phone:

•

If the phone receives power from an external power source, unplug the Ethernet cable from the

Network port on the phone, then unplug the power supply from the DC adaptor port on the phone.

Next, reconnect the power supply and then reconnect the Ethernet cable.

Caution

Always unplug the upstream Ethernet cable from the phone before unplugging the power supply.

Unplugging the power supply before unplugging the upstream Ethernet cable could result in a service

interruption on the network.

•

If the phone receives inline power, unplug the cable from the Network port on the phone and then

plug it back in.