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Verifying DHCP Settings, Checking Static IP Address Settings, Verifying the Voice VLAN Configuration

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Chapter 9 Troubleshooting and Maintenance Cisco Unified IP Phone Resets Unexpectedly Verifying DHCP Settings The following suggestions can help you determine if the phone has been properly configured to use DHCP: 1. Verify that you have properly configured the phone to use DHCP. See the "Network Configuration Menu" section on page 4-5 for more information. 2. Verify that the DHCP server has been set up properly. 3. Verify the DHCP lease duration. Cisco recommends that you set it to 8 days. Checking Static IP Address Settings If the phone has been assigned a static IP address, verify that you have entered the correct settings. See the "Network Configuration Menu" section on page 4-5 for more information. Verifying the Voice VLAN Configuration If the Cisco Unified IP Phone appears to reset during heavy network usage (for example, following extensive web surfing on a computer connected to the same switch as the phone), it is likely that you do not have a voice VLAN configured. Isolating the phones on a separate auxiliary VLAN increases the quality of the voice traffic. See the "Understanding How the Cisco Unified IP Phone Interacts with the VLAN" section on page 2-2 for details. 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 9-13 for details. OL-15483-01 Cisco Unified IP Phone 7962G and 7942G Administration Guide for Cisco Unified Communications Manager 7.0 9-7

Section	Page
Cisco Unified IP Phone 7962G and 7942G Administration Guide for Cisco Unified Communications Manager 7.0 (SCCP and SIP)	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	23
Overview of Supported Security Features	24
Understanding Security Profiles	26
Identifying Authenticated, Encrypted, and Protected Phone Calls	27
Supporting 802.1X Authentication on Cisco Unified IP Phones	29
Security Restrictions	31
Overview of Configuring and Installing Cisco Unified IP Phones	31
Configuring Cisco Unified IP Phones in Cisco Unified Communications Manager	32
Installing Cisco Unified IP Phones	35
Preparing to Install the Cisco Unified IP Phone on Your Network	39
Understanding Interactions with Other Cisco Unified IP Telephony 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 Cisco Unified IP Phone	41
Power Guidelines	42
Power Outage	42
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 for a Cisco Unified IP Phone	51
Setting Up the Cisco Unified IP Phone	53
Before You Begin	53
Network Requirements	53
Cisco Unified Communications Manager Configuration	54
Understanding the Cisco Unified IP Phone 7962G and 7942G Components	54
Network and Access Ports	54
Handset	55
Speakerphone	55
Headset	55
Installing the Cisco Unified IP Phone	57
Attaching A Cisco Unified IP Phone Expansion Module	60
Adjusting the Placement of the Cisco Unified IP Phone	61
Adjusting Cisco Unified IP Phone Placement on the Desktop	61
Securing the Phone with a Cable Lock	61
Mounting the Phone to the Wall	62
Verifying the Phone Startup Process	63
Configuring Startup Network Settings	64
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	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
Unified CM Configuration Menu	77
SIP Configuration Menu (SIP Phones Only)	78
Call Preferences Menu (SIP Phones Only)	80
HTTP Configuration Menu	81
Locale Configuration Menu	82
UI Configuration Menu	83
Media Configuration Menu	85
Ethernet Configuration Menu	88
Security Configuration Menu	88
QoS Configuration Menu	89
Network Configuration Menu	90
Security Configuration Menu	93
CTL File Screen	94
Trust List Menu	96
802.1X Authentication and Status	96
Configuring Features, Templates, Services, and Users	99
Telephony Features Available for the Cisco Unified IP Phone	99
Configuring Corporate and Personal Directories	112
Configuring Corporate Directories	113
Configuring Personal Directory	113
Modifying Phone Button Templates	114
Modifying a Phone Button Template for Personal Address Book or Fast Dials	114
Configuring Softkey Templates	115
Setting Up Services	116
Adding Users to Cisco Unified Communications Manager	116
Managing the User Options Web Pages	117
Giving Users Access to the User Options Web Pages	117
Specifying Options that Appear on the User Options Web Pages	117
Customizing the Cisco Unified IP Phone	119
Customizing and Modifying Configuration Files	119
Creating Custom Phone Rings	120
Ringlist.xml File Format Requirements	120
PCM File Requirements for Custom Ring Types	121
Configuring a Custom Phone Ring	121
Creating Custom Background Images	121
List.xml File Format Requirements	122
PNG File Requirements for Custom Background Images	122
Configuring a Custom Background Image	123
Configuring Wideband Codec	124
Viewing Model Information, Status, and Statistics on the Cisco Unified IP Phone	125
Model Information Screen	126
Status Menu	126
Status Messages Screen	127
Network Statistics Screen	132
Firmware Versions Screen	134
Expansion Module Status Screen	135
Call Statistics Screen	136
Monitoring the Cisco Unified IP Phone Remotely	139
Accessing the Web Page for a Phone	140
Disabling and Enabling Web Page Access	141
Device Information	142
Network Configuration	143
Network Statistics	147
Device Logs	149
Streaming Statistics	149
Troubleshooting and Maintenance	153
Resolving Startup Problems	153
Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal Startup Process	154
Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified Communications Manager	154
Symptom: Cisco Unified IP Phone Unable to Obtain IP Address	158
Cisco Unified IP Phone Resets Unexpectedly	158
Verifying the Physical Connection	158
Identifying Intermittent Network Outages	158
Verifying DHCP Settings	159
Checking Static IP Address Settings	159
Verifying the Voice VLAN Configuration	159
Verifying that the Phones Have Not Been Intentionally Reset	159
Eliminating DNS or Other Connectivity Errors	159
Checking Power Connection	160
Troubleshooting Cisco Unified IP Phone Security	160
General Troubleshooting Tips	161
General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module	164
Resetting or Restoring the Cisco Unified IP Phone	165
Performing a Basic Reset	165
Performing a Factory Reset	166
Using the Quality Report Tool	166
Monitoring the Voice Quality of Calls	167
Using Voice Quality Metrics	167
Troubleshooting Tips	168
Where to Go for More Troubleshooting Information	169
Cleaning the Cisco Unified IP Phone	169
Providing Information to Users Via a Website	171
How Users Obtain Support for the Cisco Unified IP Phone	171
Giving Users Access to the User Options Web Pages	171
How Users Access the Online Help System on the Cisco Unified IP Phone	172
How Users Get Copies of Cisco Unified IP Phone Manuals	172
Accessing Cisco 7900 Series Unified IP Phone eLearning Tutorials (SCCP Phones Only)	172
How Users Subscribe to Services and Configure Phone Features	173
How Users Access a Voice Messaging System	173
How Users Configure Personal Directory Entries	174
Installing and Configuring the Cisco Unified IP Phone Address Book Synchronizer	174
Feature Support by Protocol for Cisco Unified IP Phone 7962G and 7942G	177
Supporting International Users	183
Adding Language Overlays to Phone Buttons	183
Installing the Cisco Unified Communications Manager Locale Installer	183
Support for International Call Logging	184
Technical Specifications	185
Physical and Operating Environment Specifications	185
Cable Specifications	186
Network and Access Port Pinouts	186
Basic Phone Administration Steps	189
Example User Information for these Procedures	189
Adding a User to Cisco Unified Communications Manager	190
Adding a User From an External LDAP Directory	190
Adding a User Directly to Cisco Unified Communications Manager	190
Configuring the Phone	191
Performing Final End User Configuration Steps	194

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9-7

Cisco Unified IP Phone 7962G and 7942G Administration Guide for Cisco Unified Communications Manager 7.0

OL-15483-01

Chapter 9

Troubleshooting and Maintenance

Cisco Unified IP Phone Resets Unexpectedly

Verifying DHCP Settings

The following suggestions can help you determine if the phone has been properly configured to use

DHCP:

Verify that you have properly configured the phone to use DHCP. See the

“Network Configuration

Menu” section on page 4-5

for more information.

Verify that the DHCP server has been set up properly.

Verify the DHCP lease duration. Cisco recommends that you set it to 8 days.

Checking Static IP Address Settings

If the phone has been assigned a static IP address, verify that you have entered the correct settings. See

the

“Network Configuration Menu” section on page 4-5

for more information.

Verifying the Voice VLAN Configuration

If the Cisco Unified IP Phone appears to reset during heavy network usage (for example, following

extensive web surfing on a computer connected to the same switch as the phone), it is likely that you do

not have a voice VLAN configured.

Isolating the phones on a separate auxiliary VLAN increases the quality of the voice traffic. See the

“Understanding How the Cisco Unified IP Phone Interacts with the VLAN” section on page 2-2

for

details.

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 9-13

for details.