Cisco Unified IP Phone 6921, 6941, 6945, and 6961 Administration Guide for Cisco Unified Communications Manager 9.0 (SCCP and SIP)
Cisco Unified IP Phone Model Information, Status, and Statistics
Downloads: This chapterpdf (PDF - 1.24MB) The complete bookPDF (PDF - 5.04MB) | The complete bookePub (ePub - 1.09MB) | Feedback

Cisco Unified IP Phone Model Information, Status, and Statistics

Cisco Unified IP Phone Model Information, Status, and Statistics

Model Information, Status, and Statistics Overview

This chapter describes how to use the following menus on the Cisco Unified IP Phone 6921, 6941, 6945, and 6961 to view model information, status messages, and network statistics for the phone:

  • Model Information screen: Displays hardware and software information about the phone.
  • Status menu: Provides access to screens that display the status messages, network statistics, and statistics for the current call.

You can use the information on these screens to monitor the operation of a phone and to assist with troubleshooting.

You can also obtain much of this information, and obtain other related information, remotely through the phone web page. For more information, see Remote Monitoring.

For more information about troubleshooting the Cisco Unified IP Phone 6921, 6941, 6945, and 6961, see Troubleshooting and Maintenance.

Display Model Information Screen

To display the Model Information screen, perform the following steps:

Procedure
    Step 1   Press Applications and then select Phone Information.

    If the user is connected to a secure or authenticated server, a corresponding icon (lock or certificate) displays in the Phone Information Screen to the right of the server option. If the user is not connected to a secure or authenticated Server, no icon appears.

    The Model Information screen includes the options described in Model Information Settings Fields.

    Step 2   To exit the Model Information screen, press Exit.

    Model Information Settings Fields

    The Model Information screen includes the options described in the following table.

    Table 1 Model Information Settings for the Cisco Unified IP Phone 6900 Series

    Option

    Description

    To Change

    Model Number

    Model number of the phone.

    Display only—cannot configure.

    IP Address

    IP address of the phone.

    Display only—cannot configure.

    MAC Address

    MAC address of the phone.

    Display only—cannot configure.

    Unified Video Advantage

    Indicates if video call is enabled or disabled.

    Display only—cannot configure.

    Active Load

    Version of firmware currently installed on the phone.

    Display only—cannot configure.

    Inactive Load

    Version of firmware installed on the phone, but not currently running. The "Inactive Load" label also displays the status of the load, such as "Upgrade in Progress" or "Upgrade Failed."

    Display only—cannot configure.

    Last Upgrade

    Date of the most recent firmware upgrade.

    Display only—cannot configure.

    Active Server

    IP address or name of the server to which the phone is registered.

    Display only—cannot configure.

    Stand-by Server

    IP address or name of the standby server.

    Display only—cannot configure.

    Backlight On Time

    Time of day the backlight is to automatically turn itself on for days listed in the off schedule.

    Display only—cannot configure.

    Backlight On Duration

    Amount of time the backlight is to be active for when it is turned on by the programmed schedule.

    Display only—cannot configure.

    Backlight Idle Timeout

    Time duration how long to wait before the backlight is turned off when it was turned on by user activity.

    Display only—cannot configure.

    Days Backlight Not Active

    Days that the backlight is to remain off by default.

    Display only—cannot configure.

    Status Menu

    The Status menu includes theses options, which provide information about the phone and its operation:

    • Status Messages—Displays the Status Messages screen, which shows a log of important system messages.
    • Network Statistics—Displays the Network Statistics screen, which shows Ethernet traffic statistics.
    • Call Statistics—Displays counters and statistics for the current call.

    Display Status Menu

    To display the Status menu, perform these steps:

    Procedure
      Step 1   To display the Status menu, press Applications.
      Step 2   Select Administrator Settings > Status.
      Step 3   To exit the Status menu, press Exit.

      Status Messages Screen

      The Status Messages screen displays the 10 most recent status messages that the phone has generated. You can access this screen at any time, even if the phone has not finished starting up. Status Messages describes the status messages that might appear. This table also includes actions you can take to address errors.

      Display Status Messages Screen

      To display the Status Messages screen, perform these steps:

      Procedure

      Procedure
        Step 1   Press Applications.
        Step 2   Select Admin Settings.
        Step 3   Select Status.
        Step 4   Select Status Messages.
        Step 5   To remove current status messages, press Clear.
        Step 6   To exit the Status Messages screen, press Back.

        Status Messages

        The following table describes the status messages that display on the Status Messages screen.

        Table 2 Status Messages on the Cisco Unified IP Phone 6900 Series

        Message

        Description

        Possible Explanation and Action

        CFG file not found

        The name-based and default configuration file was not found on the TFTP Server.

        The configuration file for a phone is created when the phone is added to the Cisco Unified Communications Manager database. If the phone has not been added to the Cisco Unified Communications Manager database, the TFTP server generates a CFG File Not Found response.

        • Phone is not registered with Cisco Unified Communications Manager. You must manually add the phone to Cisco Unified Communications Manager if you are not allowing phones to auto-register. See the Cisco Unified Communications Manager Administration Phone Addition for details.
        • If you are using DHCP, verify that the DHCP server is pointing to the correct TFTP server.
        • If you are using static IP addresses, check configuration of the TFTP server. See the Network Setup Menu for details on assigning a TFTP server.

        CFG TFTP Size Error

        The configuration file is too large for file system on the phone.

        Power cycle the phone.

        Checksum Error

        Downloaded software file is corrupted.

        Obtain a new copy of the phone firmware and place it in the TFTPPath directory. You should only copy files into this directory when the TFTP server software is shut down, otherwise the files may be corrupted.

        DHCP timeout

        DHCP server did not respond.

        • Network is busy: The errors should resolve themselves when the network load reduces.
        • No network connectivity between the DHCP server and the phone: Verify the network connections.
        • DHCP server is down: Check configuration of DHCP server.
        • Errors persist: Consider assigning a static IP address. See the Network Setup Menu for details on assigning a static IP address.

        DNS timeout

        DNS server did not respond.

        • Network is busy: The errors should resolve themselves when the network load reduces.
        • No network connectivity between the DNS server and the phone: Verify the network connections.
        • DNS server is down: Check configuration of DNS server.

        DNS unknown host

        DNS could not resolve the name of the TFTP server or Cisco Unified Communications Manager.

        • Verify that the host names of the TFTP server or Cisco Unified Communications Manager are configured properly in DNS.
        • Consider using IP addresses rather than host names.

        Duplicate IP

        Another device is using the IP address assigned to the phone.

        • If the phone has a static IP address, verify that you have not assigned a duplicate IP address. See the Network Setup Menu section for details.
        • If you are using DHCP, check the DHCP server configuration.

        Error update locale

        One or more localization files could not be found in the TFTPPath directory or were not valid. The locale was not changed.

        From Cisco Unified Operating System Administration, check that the following files are located within subdirectories in the TFTP File Management:

        • Located in subdirectory with same name as network locale:
          • tones.xml
        • Located in subdirectory with same name as user locale:
          • glyphs.xml
          • dictionary.xml
          • kate.xml

        File not found

        The phone cannot locate, on the TFTP server, the phone load file that is specified in the phone configuration file.

        From Cisco Unified Operating System Administration, make sure that the phone load file is on the TFTP server, and that the entry in the configuration file is correct.

        IP address released

        The phone has been configured to release its IP address.

        The phone remains idle until it is power cycled or you reset the DHCP address. See the Network Setup Menu for details.

        Load ID incorrect

        Load ID of the software file is of the wrong type.

        Check the load ID assigned to the phone (from Cisco Unified Communications Manager, choose Device > Phone). Verify that the load ID is entered correctly.

        Load rejected HC

        The application that was downloaded is not compatible with the phone’s hardware.

        Occurs if you were attempting to install a version of software on this phone that did not support hardware changes on this newer phone.

        Check the load ID assigned to the phone (from Cisco Unified Communications Manager, choose Device > Phone). Re-enter the load displayed on the phone.

        No default router

        DHCP or static configuration did not specify a default router.

        • If the phone has a static IP address, verify that the default router has been configured. See the Network Setup Menu section for details.
        • If you are using DHCP, the DHCP server has not provided a default router. Check the DHCP server configuration.

        No DNS server IP

        A name was specified but DHCP or static IP configuration did not specify a DNS server address.

        • If the phone has a static IP address, verify that the DNS server has been configured. See the Network Setup Menu section for details.
        • If you are using DHCP, the DHCP server has not provided a DNS server. Check the DHCP server configuration.

        TFTP access error

        TFTP server is pointing to a directory that does not exist.

        • If you are using DHCP, verify that the DHCP server is pointing to the correct TFTP server.
        • If you are using static IP addresses, check configuration of TFTP server. See the Network Setup Menu for details on assigning a TFTP server.

        TFTP file not found

        The requested load file (.bin) was not found in the TFTPPath directory.

        Check the load ID assigned to the phone (from Cisco Unified Communications Manager, choose Device > Phone). Verify that the TFTPPath directory contains a .bin file with this load ID as the name.

        TFTP error

        The phone does not recognize an error code provided by the TFTP server.

        Contact the Cisco TAC.

        TFTP server not authorized

        The specified TFTP server could not be found in the phone’s CTL.

        • The DHCP server has the wrong configuration file for the TFTP server. In this case, update the TFTP server configuration to specify the correct TFTP server. The CTL file was made and then the TFTP server address changed. In this case, regenerate the CTL file.
        • If the phone is using a static IP address, the phone may be configured with the wrong TFTP server address. In this case, enter the correct TFTP server address in the Network Setup menu on the phone.
        • If the TFTP server address is correct, there may be a problem with the CTL file. In this case, run the CTL client and update the CTL file, making sure that the proper TFTP servers are included in this file.

        TFTP timeout

        TFTP server did not respond.

        • Network is busy—The errors should resolve themselves when the network load reduces.
        • No network connectivity between the TFTP server and the phone—Verify the network connections.
        • TFTP server is down—Check configuration of TFTP server.

        Timed Out

        Supplicant attempted 802.1X transaction but timed out to due the absence of an authenticator.

        Authentication typically times out if 802.1X is not configured on the switch.

        Version error

        The name of the phone load file is incorrect.

        Make sure that the phone load file has the correct name.

        XmlDefault.cnf.xml, or .cnf.xml corresponding to the phone device name

        Name of the configuration file.

        None. This is an informational message indicating the name of the configuration file for the phone.

        Network Statistics Screen

        The Network Statistics screen displays information about the phone and network performance. Network Statistics Fields describes the information that appears in this screen.

        Display Network Statistics Screen

        To display the Network Statistics screen, perform these steps:

        Procedure
          Step 1   Press Applications.
          Step 2   Select Admin Settings.
          Step 3   Select Status.
          Step 4   Select Status > Network Statistics. Network Statistics Fields describes the information that appears in this screen.
          Step 5   To reset the Rx Frames, Tx Frames, and Rx Broadcasts statistics to 0, press Clear.
          Step 6   To exit the Network Statistics screen, press Back.

          Network Statistics Fields

          The following table describes the information in the Network Statistics screen.

          Table 3 Cisco Unified IP Phone 6900 Series Network Statistics Fields

          Item

          Description

          Tx Frames

          Number of packets sent by the phone

          Tx Broadcasts

          Number of broadcast packets sent by the phone

          Tx Unicast

          Total number of unicast packets transmitted by the phone

          Rx Frames

          Number of packets received by the phone

          Rx Broadcasts

          Number of broadcast packets received by the phone

          Rx Unicast

          Total number of unicast packets received by the phone

          Neighbor Device ID:

          • Neighbor IP Address
          • Neighbor Port

          Identifier of a device connected to this port discovered by CDP protocol.

          Restart Cause: One of these values:

          • Hardware Reset (Power-on reset)
          • Software Reset (memory controller also reset)
          • Software Reset (memory controller not reset)
          • Watchdog Reset
          • Unknown

          Cause of the last reset of the phone

          Port 1

          Link state and connection of the PC port (for example, Auto 100 Mb Full-Duplex means that the PC port is in a link-up state and has auto-negotiated a full-duplex, 100-Mbps connection)

          Port 2

          Link state and connection of the Network port

          IPv4

          Information on the DHCP status. This includes the following states:

          • CDP BOUND
          • CDP INIT
          • DHCP BOUND
          • DHCP DISABLED
          • DHCP INIT
          • DHCP INVALID
          • DHCP REBINDING
          • DHCP REBOOT
          • DHCP RENEWING
          • DHCP REQUESTING
          • DHCP RESYNC
          • DHCP UNRECOGNIZED
          • DHCP WAITING COLDBOOT TIMEOUT
          • SET DHCP COLDBOOT
          • SET DHCP DISABLED
          • DISABLED DUPLICATE IP
          • SET DHCP FAST

          Display Call Statistics Screen

          You can access the Call Statistics screen on the phone to display counters, statistics, and voice-quality metrics of the most recent call.


          Note


          You can also remotely view the call statistics information by using a web browser to access the Streaming Statistics web page. This web page contains additional RTCP statistics not available on the phone. For more information about remote monitoring, see Remote Monitoring


          A single call can have multiple voice streams, but data is captured for only the last voice stream. A voice stream is a packet stream between two endpoints. If one endpoint is put on hold, the voice stream stops even though the call is still connected. When the call resumes, a new voice packet stream begins, and the new call data overwrites the former call data.

          To display the Call Statistics screen for information about the latest voice stream, perform these steps:

          Procedure
            Step 1   Press Applications.
            Step 2   Select Admin Settings.
            Step 3   Select Status.
            Step 4   Select Call Statistics. The fields in the window are described in Call Statistics Fields.
            Step 5   To exit the Call statistics screen, press Exit.

            Call Statistics Fields

            The Call Statistics screen displays these items:

            Table 4 Call Statistics Items for the Cisco Unified Phone 6900 Series

            Item

            Description

            Rcvr Codec

            Type of voice stream received (RTP streaming audio from codec): G.729, G.711 u-law, G.711 A-law, G.722 (only on 6945 phone).

            Sender Codec

            Type of voice stream transmitted (RTP streaming audio from codec): G.729, G.711 u-law, G.711 A-law, G.722 (only on 6945 phone).

            Rcvr Size

            Size of voice packets, in milliseconds, in the receiving voice stream (RTP streaming audio).

            Sender Size

            Size of voice packets, in milliseconds, in the transmitting voice stream.

            Rcvr Packets

            Number of RTP voice packets received since voice stream was opened.

            Note   

            This number is not necessarily identical to the number of RTP voice packets received since the call began because the call might have been placed on hold.

            Sender Packets

            Number of RTP voice packets transmitted since voice stream was opened.

            Note   

            This number is not necessarily identical to the number of RTP voice packets transmitted since the call began because the call might have been placed on hold.

            Avg Jitter

            Estimated average RTP packet jitter (dynamic delay that a packet encounters when going through the network) observed since the receiving voice stream was opened.

            Max Jitter

            Maximum jitter observed since the receiving voice stream was opened.

            Rcvr Discarded

            Number of RTP packets in the receiving voice stream that have been discarded (bad packets, too late, and so on).

            Note   

            The phone will discard payload type 19 comfort noise packets that are generated by Cisco Gateways, which will increment this counter.

            Rcvr Lost Packets

            Missing RTP packets (lost in transit).

            Voice Quality Metrics

            Cumulative Conceal Ratio

            Total number of concealment frames divided by total number of speech frames received from start of the voice stream.

            Interval Conceal Ratio

            Ratio of concealment frames to speech frames in preceding 3-second interval of active speech. If using voice activity detection (VAD), a longer interval might be required to accumulate 3 seconds of active speech.

            Max Conceal Ratio

            Highest interval concealment ratio from start of the voice stream.

            Conceal Secs

            Number of seconds that have concealment events (lost frames) from the start of the voice stream (includes severely concealed seconds).

            Severely Conceal Secs

            Number of seconds that have more than 5 percent concealment events (lost frames) from the start of the voice stream.

            Latency

            Estimate of the network latency, expressed in milliseconds. Represents a running average of the round-trip delay, measured when RTCP receiver report blocks are received.

            MOS LQK

            Objective estimate of the Mean Opinion Score (MOS) for Listening Quality (LQK) that ranks audio quality from 5 (excellent) to 1 (bad). This score is based on audible-concealment events due to a frame loss in the preceding 8 seconds of the voice stream.

            Note   

            The MOS LQK score can vary based on the type of codec that the Cisco Unified IP Phone uses.

            Avg MOS LQK

            Average MOS LQK score for the entire voice stream.

            Min MOS LQK

            Lowest MOS LQK score from the start of the voice stream.

            Max MOS LQK

            Baseline or highest MOS LQK score from the start of the voice stream.

            The following codecs provide the corresponding maximum MOS LQK scores under normal conditions with no frame loss:

            • G.711: 4.5
            • G.722: 4.5
            • G.728/iLBC: 3.9
            • G729A/AB: 3.7

            MOS LQK Version

            Version of the Cisco-proprietary algorithm used to calculate the MOS LQK scores.

            Display Security Configuration

            You can view information about the security on the phone. For more information, refer Cisco Unified IP Phone Security.

            To display the Security Configuration screen, follow these steps.

            Procedure
              Step 1   Press Applications.
              Step 2   Select Admin Settings.
              Step 3   Select Security. For information on the fields displayed, see Security Configuration Fields.
              Step 4   To exit, press Exit.

              Security Configuration Fields

              The Security Configuration screen displays these items.

              Table 5 Security Configuration Items for the Cisco Unified Phone 6900 Series

              Item

              Description

              Security Mode

              Displays the security mode that is set for the phone.

              LSC

              Indicates whether a locally significant certificate (used for the security features) is installed on the phone or is not installed on the phone.

              Trust List

              The Trust List is a top-level menu that provides submenus for the CTL Signature and Call manager/TFTP Server.

              802.1x Authentication

              Allows you to enable 802.1X authentication for the phone.