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General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module 7914 (SCCP Phones Only

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Chapter 9 Troubleshooting and Maintenance General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module 7914 (SCCP Phones Only) Table 9-2 Cisco Unified IP Phone Troubleshooting (continued) Summary Call established with the iLBC protocol does not show that the iLBC codec is being used Explanation Call statistics display does not show iLBC as the receiver/sender codec. 1. Check the following by using Cisco Unified Communications Manager Administration: - Both phones are in the iLBC device pool. - The iLBC device pool is configured with the iLBC region. - The iLBC region is configured with the iLBC codec. 2. Capture a sniffer trace between the phone and Cisco Unified Communications Manager and verify that SCCP messages, OpenReceiveChannel, and StationMediaTransmit messages have media payload type value equal to 86. If so, the problem is with the phone; otherwise, the problem is with the Cisco Unified Communications Manager configuration. 3. Enable audio server debug and capture logs from both phones. If needed, enable Java debug. General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module 7914 (SCCP Phones Only) Table 9-3 provides general troubleshooting information for the Cisco Unified IP Phone Expansion Module 7914. Table 9-3 Cisco Unified IP Phone Expansion Module 7914 Troubleshooting Problem Solution No display on the Cisco Unified IP Phone Verify that all of the cable connections are correct. Expansion Module 7914. Verify that you have power to the Cisco Unified IP Phone Expansion Module 7914 Lighted buttons on the first Cisco Unified Verify that the Cisco Unified IP Phone Expansion Module 7914 is configured IP Phone Expansion Module 7914 are all in Cisco Unified Communications Manager. red. Lighted buttons on the second Cisco Verify that the Cisco Unified IP Phone Expansion Module 7914 is configured Unified IP Phone Expansion Module 7914 in Cisco Unified Communications Manager. are all amber. Resetting or Restoring the Cisco Unified IP Phone There are two general methods for resetting or restoring the Cisco Unified IP Phone: • Performing a Basic Reset, page 9-14 • Performing a Factory Reset, page 9-14 OL-14625-01 Cisco Unified IP Phone 7962G and 7942G Administration Guide for Cisco Unified Communications Manager 6.1 9-13

Section	Page
Cisco Unified IP Phone 7962G and 7942G 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 7962G and 7942G	16
What Networking Protocols are Used?	18
What Features are Supported on the Cisco Unified IP Phone 7962G and 7942G?	21
Feature Overview	21
Configuring Telephony Features	22
Configuring Network Parameters Using the Cisco Unified IP Phone	22
Providing Users with Feature Information	22
Understanding Security Features for Cisco Unified IP Phones	22
Overview of Supported Security Features	24
Understanding Security Profiles	26
Identifying Encrypted and Authenticated Phone Calls	27
Supporting 802.1X Authentication on Cisco Unified IP Phones	29
Security Restrictions	30
Overview of Configuring and Installing Cisco Unified IP Phones	31
Configuring Cisco Unified IP Phones in Cisco Unified Communications Manager	31
Installing Cisco Unified IP Phones	34
Preparing to Install the Cisco Unified IP Phone on Your Network	37
Understanding Interactions with Other Cisco Unified IP Telephony Products	37
Understanding How the Cisco Unified IP Phone Interacts with Cisco Unified Communications Manager	38
Understanding How the Cisco Unified IP Phone Interacts with the VLAN	38
Providing Power to the Cisco Unified IP Phone	39
Power Guidelines	40
Power Outage	40
Obtaining Additional Information about Power	41
Understanding Phone Configuration Files	41
Understanding the Phone Startup Process	43
Adding Phones to the Cisco Unified Communications Manager Database	44
Adding Phones with Auto-Registration	45
Adding Phones with Auto-Registration and TAPS	46
Adding Phones with Cisco Unified Communications Manager Administration	47
Adding Phones with BAT	47
Using Cisco Unified IP Phones with Different Protocols	47
Converting a New Phone from SCCP to SIP	48
Converting an In-Use Phone from SCCP to SIP	48
Converting an In-Use Phone from SIP to SCCP	48
Deploying a Phone in an SCCP and SIP Environment	49
Determining the MAC Address for a Cisco Unified IP Phone	49
Setting Up the Cisco Unified IP Phone	51
Before You Begin	51
Network Requirements	51
Cisco Unified Communications Manager Configuration	52
Safety	52
Understanding the Cisco Unified IP Phone 7962G and 7942G Components	53
Network and Access Ports	53
Handset	54
Speakerphone	54
Headset	54
Installing the Cisco Unified IP Phone	56
Attaching the Cisco Unified IP Phone Expansion Module 7914 (SCCP Phones Only)	59
Adjusting the Placement of the Cisco Unified IP Phone	60
Adjusting Cisco Unified IP Phone Placement on the Desktop	60
Securing the Phone with a Cable Lock	60
Mounting the Phone to the Wall	61
Verifying the Phone Startup Process	62
Configuring Startup Network Settings	63
Configuring Security on the Cisco Unified IP Phone	64
Configuring Settings on the Cisco Unified IP Phone	67
Configuration Menus on the Cisco Unified IP Phone	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	76
CallManager Configuration Menu	76
SIP Configuration Menu (SIP Phones Only)	77
Call Preferences Menu	80
HTTP Configuration Menu	81
Locale Configuration Menu	82
UI Configuration Menu	83
Media Configuration Menu	84
Ethernet Configuration Menu	87
Security Configuration Menu	87
QoS Configuration Menu	88
Network Configuration Menu	89
Security Configuration Menu	92
CTL File Screen	93
Trust List Menu	95
802.1X Authentication and Status	95
Configuring Features, Templates, Services, and Users	99
Telephony Features Available for the Cisco Unified IP Phone	99
Configuring Corporate and Personal Directories	110
Configuring Corporate Directories	111
Configuring Personal Directory	111
Modifying Phone Button Templates	111
Configuring Softkey Templates	112
Setting Up Services	112
Adding Users to Cisco Unified Communications Manager	113
Managing the User Options Web Pages	113
Giving Users Access to the User Options Web Pages	114
Specifying Options that Appear on the User Options Web Pages	114
Customizing the Cisco Unified IP Phone	115
Customizing and Modifying Configuration Files	115
Creating Custom Phone Rings	116
Ringlist.xml File Format Requirements	116
PCM File Requirements for Custom Ring Types	117
Configuring a Custom Phone Ring	117
Creating Custom Background Images	117
List.xml File Format Requirements	118
PNG File Requirements for Custom Background Images	118
Configuring a Custom Background Image	119
Configuring Wideband Codec	120
Viewing Model Information, Status, and Statistics on the Cisco Unified IP Phone	121
Model Information Screen	122
Status Menu	122
Status Messages Screen	123
Network Statistics Screen	129
Firmware Versions Screen	130
Expansion Module Status Screen (SCCP Phones Only)	131
Call Statistics Screen	132
Monitoring the Cisco Unified IP Phone Remotely	135
Accessing the Web Page for a Phone	136
Disabling and Enabling Web Page Access	137
Device Information	138
Network Configuration	139
Network Statistics	143
Device Logs	145
Streaming Statistics	145
Troubleshooting and Maintenance	149
Resolving Startup Problems	150
Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal Startup Process	150
Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified Communications Manager	151
Symptom: Cisco Unified IP Phone Unable to Obtain IP Address	154
Cisco Unified IP Phone Resets Unexpectedly	154
Verifying the Physical Connection	154
Identifying Intermittent Network Outages	155
Verifying DHCP Settings	155
Checking Static IP Address Settings	155
Verifying the Voice VLAN Configuration	155
Verifying that the Phones Have Not Been Intentionally Reset	155
Eliminating DNS or Other Connectivity Errors	156
Checking Power Connection	156
Troubleshooting Cisco Unified IP Phone Security	157
General Troubleshooting Tips	158
General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module 7914 (SCCP Phones Only)	161
Resetting or Restoring the Cisco Unified IP Phone	161
Performing a Basic Reset	162
Performing a Factory Reset	162
Using the Quality Report Tool	163
Monitoring the Voice Quality of Calls	163
Using Voice Quality Metrics	164
Troubleshooting Tips	165
Where to Go for More Troubleshooting Information	165
Cleaning the Cisco Unified IP Phone	166
Providing Information to Users Via a Website	167
How Users Obtain Support for the Cisco Unified IP Phone	167
Giving Users Access to the User Options Web Pages	167
How Users Access the Online Help System on the Cisco Unified IP Phone	168
How Users Get Copies of Cisco Unified IP Phone Manuals	168
How Users Subscribe to Services and Configure Phone Features	168
How Users Access a Voice Messaging System	169
How Users Configure Personal Directory Entries	169
Installing and Configuring the Cisco Unified IP Phone Address Book Synchronizer	170
Feature Support by Protocol for Cisco Unified IP Phone 7962G and 7942G	173
Supporting International Users	177
Adding Language Overlays to Phone Buttons	177
Installing the Cisco Unified Communications Manager Locale Installer	177
Technical Specifications	179
Physical and Operating Environment Specifications	179
Cable Specifications	180
Network and Access Port Pinouts	180

Match case Limit results 1 per page

9-13

Cisco Unified IP Phone 7962G and 7942G Administration Guide for Cisco Unified Communications Manager 6.1

OL-14625-01

Chapter 9

Troubleshooting and Maintenance

General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module 7914 (SCCP Phones Only)

General Troubleshooting Tips for the Cisco Unified IP Phone

Expansion Module 7914 (SCCP Phones Only)

Table 9-3

provides general troubleshooting information for the Cisco Unified IP Phone Expansion

Module 7914.

Resetting or Restoring the Cisco Unified IP Phone

There are two general methods for resetting or restoring the Cisco Unified IP Phone:

•

Performing a Basic Reset, page 9-14

•

Performing a Factory Reset, page 9-14

Call established with the iLBC protocol

does not show that the iLBC codec is

being used

Call statistics display does not show iLBC as the receiver/sender codec.

Check the following by using Cisco Unified Communications Manager

Administration:

–

Both phones are in the iLBC device pool.

–

The iLBC device pool is configured with the iLBC region.

–

The iLBC region is configured with the iLBC codec.

Capture a sniffer trace between the phone and Cisco Unified

Communications Manager and verify that SCCP messages,

OpenReceiveChannel, and StationMediaTransmit messages have media

payload type value equal to 86. If so, the problem is with the phone;

otherwise, the problem is with the Cisco Unified Communications

Manager configuration.

Enable audio server debug and capture logs from both phones. If needed,

enable Java debug.

Table 9-2

Cisco Unified IP Phone Troubleshooting (continued)

Summary

Explanation

Table 9-3

Cisco Unified IP Phone Expansion Module 7914 Troubleshooting

Problem

Solution

No display on the Cisco Unified IP Phone

Expansion Module 7914.

Verify that all of the cable connections are correct.

Verify that you have power to the Cisco Unified IP Phone Expansion Module

7914

Lighted buttons on the first Cisco Unified

IP Phone Expansion Module 7914 are all

red.

Verify that the Cisco Unified IP Phone Expansion Module 7914 is configured

in Cisco Unified Communications Manager.

Lighted buttons on the second Cisco

Unified IP Phone Expansion Module 7914

are all amber.

Verify that the Cisco Unified IP Phone Expansion Module 7914 is configured

in Cisco Unified Communications Manager.