Cisco Unified IP Phone 7906G and 7911G Administration Guide for Cisco Unified CM 8.5 (SCCP and SIP)
Viewing Model Information, Status, and Statistics on the Cisco Unified IP Phone
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Viewing Model Information, Status, and Statistics on the Cisco Unified IP Phone

Table Of Contents

Viewing Model Information, Status, and Statistics on the Cisco Unified IP Phone

Model Information Screen

Status Menu

Status Messages Screen

Network Statistics Screen

Firmware Versions Screen

Call Statistics Screen

Using Test Tone


Viewing Model Information, Status, and Statistics on the Cisco Unified IP Phone


This chapter describes how to use the following menus on the Cisco Unified IP Phones 7906G and 7911G to view model information, status messages, network statistics, and firmware information for the phone:

Model Information screen—Displays hardware and software information about the phone. For more information, see Model Information Screen.

Status menu—Provides access to screens that display the status messages, network statistics, and firmware versions. For more information, see Status Menu.

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 Monitoring the Cisco Unified IP Phone Remotely.

For more information about troubleshooting the Cisco Unified IP Phone 7906G and 7911G, see Troubleshooting and Maintenance.

This chapter includes these topics:

Model Information Screen

Status Menu

Model Information Screen

The Model Information screen displays specific information about the IP phone. To display the Model Information screen, follow these steps:

Procedure


Step 1 Press the Applications Menu button.

Step 2 Select Settings > Model Information.


Table 7-1 provides a list of Model Information items and a description of each.

Table 7-1 Model Information Settings 

Option
Description
To Change

Model Number

Model number of the phone

Display only—Cannot configure

MAC Address

MAC address of the phone

Display only—Cannot configure

Load File

Identifier of the factory-installed load running on the phone

Display only—Cannot configure

Boot Load ID

Identifier of the factory-installed load running on the phone

Display only—Cannot configure

Serial Number

Serial number of the phone

Display only—Cannot configure

MIC

Indicates whether a manufacturing installed certificate (used for the security features) is installed on the phone (Yes) or is not installed on the phone (No).

For information about how to manage the MIC for a phone, refer to Using the Certificate Authority Proxy Function in Cisco Unified Communications Manager Security Guide.

LSC

Indicates whether a locally significant certificate (used for the security features) is installed on the phone (Yes) or is not installed on the phone (No)

For information about how to manage the MIC for a phone, refer to Using the Certificate Authority Proxy Function in Cisco Unified Communications Manager Security Guide.

Call Control Protocol

Displays the call control protocol for the phone, Skinny Client Control Protocol (SCCP).

See Using Cisco Unified IP Phones with Different Protocols.


Status Menu

The Status menu contains the following options, which provide information about the phone and its operation:

To access the Status menu, follow these steps:

Procedure


Step 1 Press the Applications Menu button.

Step 2 Select Settings > Status Menu.


Table 7-2 provides a list of Status menu options and a description of each.

Table 7-2 Status Messages on the Cisco Unified IP Phone 

Item
Description

Status Messages

Displays the Status Messages screen, which shows a log of important system messages. For more information, see Status Messages Screen.

Network Statistics

Displays the Network Statistics screen, which shows Ethernet traffic statistics. For more information, see Network Statistics Screen.

Firmware Versions

Displays the Firmware Versions screen, which shows information about the firmware running on the phone. For more information, see Firmware Versions Screen.

802.1X Authentication Status

Displays the time-stamped authentication successes and failures. For more information, see Call Statistics Screen.


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. Table 7-3 describes the status messages that might appear. This table also includes actions you can take to address errors.

To display the Status Messages screen, follow these steps:

Procedure


Step 1 Press the Applications Menu button.

Step 2 Select Settings.

Step 3 Select Status.

Step 4 Select Status Messages.


To remove current status messages, press the Clear softkey.

To exit the Status Messages screen, press the Exit softkey.

Table 7-3 Status Messages on the Cisco Unified IP Phone 7906G and 7911G 

Message
Description
Possible Explanation and Action

BootP server used

The phone obtained its IP address from a BootP server rather than from a DHCP server.

None. This message is informational only.

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 Adding Phones with Cisco Unified Communications Manager Administration 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 Network Configuration Menu for details about 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 tftp directory. You should only copy files into this directory when the TFTP server software is shut down, otherwise the files may be corrupted.

CTL installed

The CTL file is installed in the phone.

None. This message is informational only. The CTL file was not installed previously.

For more information about the CTL file, refer to Cisco Unified Communications Manager Security Guide.

CTL and ITL installed

The CTL and ITL files are installed on the phone.

None. This message is informational only. Phone does not have prior installation of either CTL or ITL file.

For more information about the CTL file, refer to Cisco Unified Communications Manager Security Guide.

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 Network Configuration Menu for details on assigning a static IP address.

Disabled

802.1X Authentication is disabled on the phone.

You can enable 802.1X using the Settings > Security Configuration > 802.1X Authentication option on the phone. For more information, see 802.1X Authentication and Status.

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 Network Configuration Menu for details.

If you are using DHCP, check the DHCP server configuration.

Erasing CTL and ITL files

Erasing CTL or ITL file.

None. This message is informational only.

For more information about the CTL and ITL files, refer to Cisco Unified Communications Manager Security Guide.

Error update locale

One or more localization files could not be found in the tftp 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

Failed

The phone attempted an 802.1X transaction but authentication failed.

Authentication typically fails for of one of the following reasons:

No shared secret is configured in the phone or authentication server.

The shared secret configured in the phone and the authentication server do not match.

Phone has not been configured in the authentication server.

File auth error

An error occurred when the phone tried to validate the signature of a signed file. This message includes the name of the file that failed.

The file is corrupted. If the file is a phone configuration file, delete the phone from the Cisco Unified Communications Manager database using Cisco Unified Communications Manager Administration. Then add the phone back to the Cisco Unified Communications Manager database using Cisco Unified Communications Manager Administration.

There is a problem with the CTL file and the key for the server from which files are obtained is bad. In this case, run the CTL client and update the CTL file, making sure that the proper TFTP servers are included in this file.

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 Network Configuration Menu for details.

ITL installed

The ITL file is installed in the phone.

None. This message is informational only. The ITL file was not installed previously.

For more information about the CTL file, refer to Cisco Unified Communications Manager Security Guide.

Load Auth Failed

The phone could not load a configuration file.

Check that:

A good version of the configuration file exists on the applicable server.

The phone load being downloaded has not been altered or renamed.

Phone load type is compatible; for example, you cannot place a DEV load configuration file on a REL-signed phone.

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 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. See Firmware Versions Screen to verify the phone setting.

Load Server is invalid

Indicates an invalid TFTP server IP address or name in the Load Server option.

The Load Server setting is not valid. The Load Server specifies a TFTP server IP address or name from which the phone firmware can be retrieved for upgrades on the phones.

Check the Load Server entry (from Cisco Unified Communications Manager Administration choose Device > 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 Network Configuration Menu 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 Network Configuration Menu for details.

If you are using DHCP, the DHCP server has not provided a DNS server. Check the DHCP server configuration.

No Trust List installed

The CTL file or the ITL file is not installed on the phone.

The Trust List is not configured on the Cisco Unified Communications Manager, which does not support security by default.

For more information about CTL and ITL files, see the Cisco Unified Communications Manager Security Guide.

Programming Error

The phone failed during programming.

Attempt to resolve this error by power cycling the phone. If the problem persists, contact Cisco technical support for additional assistance.

Successful - MD5

The phone attempted an 802.1X transaction and authentication achieved.

The phone achieved 802.1X authentication.

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 Network Configuration Menu for details on assigning a TFTP server.

TFTP Error

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

Contact the Cisco TAC.

TFTP file not found

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

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

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.

Trust List updated

The CTL file, the ITL file, or both files are updated.

None. This message is informational only.

For more information about the Trust List, refer to Cisco Unified Communications Manager Security Guide.

Trust List update failed

Updating CTL file and ITL failed.

The CTL and ITL files are installed on the phone, and it failed to update the new files.

Possible reasons for failure:

Network failure

TFTP server was down

The new security token used to sign CTL file and the TFTP certificate used to sign ITL file are introduced, but are not available in the current CTL and ITL files in the phone

Internal phone failure

Possible solutions:

Check the network connectivity

Check if the TFTP server is active and functioning normally

If the TVS server is supported on Cisco Unified Communications Manager, check if the TVS server is active and functioning normally

Verify if the security token and the TFTP server are valid

Manually delete the CTL and ITL files if all the above solutions fail, and reset the phone.

Version error

The name of the phone load file is incorrect.

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

XmlDefault 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.

To display the Network Statistics screen, follow these steps:

Procedure


Step 1 Press the Applications Menu button.

Step 2 Select Settings.

Step 3 Select Status.

Step 4 Select Network Statistics.


To reset the Rx Frames, Tx Frames, and Rx Broadcasts statistics to 0, press the Clear softkey.

Table 7-4 provides a list of Network Statistics items and a description of each.

Table 7-4 Network Statistics Screen 

Item
Description

Rx Frames

Number of packets received by the phone

Tx Frames

Number of packets sent by the phone

Rx Broadcasts

Number of broadcast packets received by the phone

One of the following values:

Initialized
TCP-timeout
CM-closed-TCP
TCP-Bad-ACK
CM-reset-TCP
CM-aborted-TCP
CM-NAKed
KeepaliveTO
Failback
Phone-Keypad
Phone-Re-IP
Reset-Reset
Reset-Restart
Phone-Reg-Rej
Load Rejected HC
CM-ICMP-Unreach
Phone-Abort

Cause of the last reset of the phone

Elapsed Time

Amount of time that has elapsed since the phone connected to Cisco Unified Communications Manager

Port 1

Link state and connection of the Network port

Port 2 (applies to 7911G only)

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)

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

IPv6

Information on the DHCPv6 status.This includes the following states:

DHCP6 BOUND;

DHCP6 DISABLED

DHCP6 RENEW

DHCP6 REBIND

DHCP6 INIT

DHCP6 SOLICIT

DHCP6 REQUEST

DHCP6 RELEASING

DHCP6 RELEASED

DHCP6 DISABLING

DHCP6 DECLINING

DHCP6 DECLINED

DHCP6 INFOREQ

DHCP6 INFOREQ DONE

DHCP6 INVALID

DHCP6 DECLINED DUPLICATE IP

DHCP6 WAITING COLDBOOT TIMEOUT

DHCP6 TIMEOUT USING RESTORED VAL

DHCP6 TIMEOUT. CANNOT RESTORE

STACK TURNED OFF


Firmware Versions Screen

The Firmware Versions screen displays information about the firmware version running on the phone.

To display the Firmware Version screen, follow these steps:

Procedure


Step 1 Press the Applications Menu button.

Step 2 Select Settings. > Status.

Step 3 Select Firmware Versions.


To exit the Firmware Version screen, press the Exit softkey.

Table 7-5 provides a list of Firmware Version items and a description of each.

Table 7-5 Firmware Version Information

Item
Description

Load File

Load file running on the phone

App Load ID

Identifies the JAR file running on the phone

JVM Load ID

Identifies the Java Virtual Machine (JVM) running on the phone

OS Load ID

Identifies the operating system running on the phone

Boot Load ID

Identifies the factory-installed load running on the phone

DSP Load ID

Identifies the DSP load file running on the phone.


Call Statistics Screen

You can access the Call Statistics screen on the phone to display counters, statistics, and voice-quality metrics. After a call, you can view the call information captured during the last call by displaying the Call Statistics screen.


Note You can 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 that are not available on the phone. For more information about remote monitoring, see Streaming Statistics.


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 last voice stream, follow these steps:

Procedure


Step 1 Press the Settings button.

Step 2 Select Status.

Step 3 Select Call Statistics.


The Call Statistics screen displays these items:

Table 7-6 Call Statistics Items 

Item
Description

Rcvr Codec

Type of voice stream received (RTP streaming audio from codec): G.729, G.728/iLBC, G.711 u-law, G.711 A-law, or Lin16k.

Sender Codec

Type of voice stream transmitted (RTP streaming audio from codec): G.729, G.728/iLBC, G.711 u-law, G.711 A-law, or Lin16k.

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

MOS LQK

Score that is an objective estimate of the mean opinion score (MOS) for listening quality (LQK) that rates from 5 (excellent) to 1 (bad). This score is based on audible concealment events due to frame loss in the preceding 8-second interval of the voice stream. For more information, see Monitoring the Voice Quality of Calls.

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 observed for the entire voice stream.

Min MOS LQK

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

Max MOS LQK

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

These codecs provide the following maximum MOS LQK score under normal conditions with no frame loss:

G.711 gives 4.5

G.722 gives 4.5

G.728/iLBC gives 3.9

G.729 A/AB gives 3.8

MOS LQK Version

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

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.

Network Protocol

Identifies the current Network Protocol—IPv4.

Latency1

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.

1 When the RTP Control Protocol is disabled, no data generates for this field and thus displays as 0.


Using Test Tone

The Cisco Unified IP Phone supports a "test tone," which allows you to troubleshoot echo on a call as well as to test low volume levels.

To use a test tone, you must:

Enable the tone generator

Create a test tone

To enable the tone generator, follow these steps:

Procedure


Step 1 Verify that the phone is unlocked.

When options are inaccessible for modification, a locked padlock icon appears on the configuration menus. When options are unlocked and accessible for modification, an unlocked padlock icon appears on these menus.

To unlock or lock options on the Settings menu, press **# on the phone keypad. This action either locks or unlocks the options, depending on the previous state.


Note If a Settings Menu password has been provisioned, SIP phones present an "Enter password" prompt after you enter **#.


Make sure to lock options after you have made your changes.


Caution Do not press **# to unlock options and then immediately press **# again to lock options. The phone will interpret this sequence as **#**, which will reset the phone. To lock options after unlocking them, wait at least 10 seconds before you press **# again.

Step 2 While offhook, press the Help button twice to invoke the Call Statistics screen, or press Settings > Status > Call Statistics to invoke the Call Statistics screen. Look for the Tone softkey.

When the Tone softkey is visible, the softkey remains enabled for as long as this Cisco Unified IP phone is registered with Cisco Unified Communications Manager.

You can proceed to the Procedure for creating a test tone.

Step 3 If the Tone softkey is not present, exit the Call Statistics screen and enter the Setting Menu. Press **3 on the phone keypad to enable the Tone softkey. (Pressing **3 toggles the Tone softkey.)


Note If you press **# **3 consecutively, with no pause, you will inadvertently reset the phone because of the **#** sequence.


While offhook, press the Help button twice to invoke the Call Statistics screen, or press Settings > Status > Call Statistics to invoke the Call Statistics screen. Verify that the Tone softkey is present.

When the Tone softkey is visible, the softkey remains enabled for as long as this Cisco Unified IP Phone is registered with Cisco Unified Communications Manager.


To create a test tone, follow these steps:

Procedure


Note When measuring echo, make sure you first set the input and output levels to 0 dB gain/attenuation on the trunk. This is set for the gateway (in Cisco Unified Communications Manager for MGCP) or under IOS CLI for H.323 or SIP.



Step 1 Place a call.

Step 2 Once the call is established, press the Help button twice, or press Settings > Status > Call Statistics.

The Call Statistics screen and Tone softkey should appear.

Step 3 Press the Tone softkey.

The phone generates a 1004 Hz tone at -15 dBm. For a good network connection, the tone sounds at the call destination only. For a bad network connection, the phone generating the tone may receive echo from the destination phone.

Step 4 To stop the tone, end the call.

For information on interpreting the results of test tone for volume and echo, refer to the following document:

http://www.cisco.com/en/US/docs/ios/solutions_docs/voip_solutions/EA_ISD.html