Cisco Unified IP Phone 7931G Administration Guide for Cisco Unified Communications Manager 9.0 (SCCP and SIP)
Model Information, Status, and Statistics
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Model Information, Status, and Statistics

Model Information, Status, and Statistics

Model Information, Status, and Statistics Overview

This chapter describes how to use the following menu and screen on the Cisco Unified IP Phone 7931G 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.
  • Status menu: Provides access to screens that display the status messages, network statistics, and firmware versions.
  • Call Statistics screen: Displays counters and statistics for the current call.

You can use this information 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 7931G, see Troubleshooting and Maintenance.

Display Model Information Screen

The Model Information screen includes the options that are described in Model Information Fields.

Procedure
    Step 1   To display the Model Information screen take either of these actions:
    1. If the phone is registered with Cisco Unified Communications Manager, press the Application Menu button, then choose Settings > Model Information.

      By default, the Application Menu button is line button 24 (the top left line button).

    2. If the phone is not registered with Cisco Unified Communications Manager, press the Settings softkey and then choose Model Information.

      This softkey appears only when the phone is not registered.

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

    Model Information Fields

    Table 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 your phone, see the Cisco Unified Communications Manager Security Guide, “Using the Certificate Authority Proxy Function” chapter.

    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 LSC for your phone, see the Cisco Unified Communications Manager Security Guide, “Using the Certificate Authority Proxy Function” chapter.

    Call Control Protocol

    Indicates whether the phone is running under SCCP or SIP.

    See Cisco Unified IP Phones and Different Protocols.

    Status Menu

    The Status menu includes these 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.
    • Firmware Versions: Displays the Firmware Versions screen, which shows information about the firmware running on the phone.
    • Call Statistics: Displays counters and statistics for the current call.

    Display Status Menu

    To display the Status menu,

    Procedure
      Step 1   Take one of these actions:
      1. If the phone is registered with Cisco Unified Communications Manager, press the Application Menu button, then choose Settings > Status.

        By default, the Application Menu button is line button 24 (the top left line button).

      2. If the phone is not registered with Cisco Unified Communications Manager, press the Settings softkey and then choose Status.

        This softkey appears only when the phone is not registered.

      Step 2   To exit the Status menu, press the Exit softkey.

      Status Messages Screen

      The Status Messages screen displays up to 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 may appear. This table also includes actions you can take to address errors.

      Display Status Messages Screen

      To display the Status Messages screen,

      Procedure
        Step 1   Take one of these actions:
        1. If the phone is registered with Cisco Unified Communications Manager, press the Application Menu button, then choose Settings > Status > Status Messages.

          By default, the Application Menu button is line button 24 (the top left line button).

        2. If the phone is not registered with Cisco Unified Communications Manager, press the Settings softkey and then choose Status > Status Messages.

          This softkey appears only when the phone is not registered.

        Step 2   To remove current status messages, press the Clear softkey.
        Step 3   To exit the Status Messages screen, press the Exit softkey.

        Status Messages

        The following table describes the status messages.

        Table 2 Status Messages on the Cisco Unified IP Phone 7931G

        Message

        Description

        Possible Explanation and Action

        BootP server used

        The phone obtained its IP address from a BootP server rather than 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 Cisco Unified Configuration Manager creates a configuration file for the phone when the phone is added to the 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. For details, see Cisco Unified Communications Manager Administration Phone Addition.
        • 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. For details on assigning a TFTP server, see Network Configuration Menu.

        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 and ITL installed

        The CTL and ITL files are installed.

        None. This message is informational only. Neither the CTL file nor the ITL file was installed previously.

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

        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, see the Cisco Unified Communications Manager Security Guide.

        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 ITL file, see Cisco Unified Communications Manager Security Guide.

        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, see the Cisco Unified Communications Manager Security Guide.

        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, Cisco Unified Communications Manager Security Guide.

        Trust List update failed

        Updating the CTL and ITL files 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.
        • The 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 Trust Verification Service (TVS) server is supported on Cisco Unified Communications Manager, check if TVS server is active and functioning normally.
        • Verify if the security token and the TFTP server are valid.
        • Manually delete CTL and ITL files if all of the above solutions fail and reset the phone.

        Erasing the CTL and ITL files

        Erasing the CTL or ITL file.

        None. This message is informational only.

        For more information, see the 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. For details on assigning a static IP address, see Network Configuration Menu.

        Disabled

        802.1X Authentication is disabled on the phone.

        You can enable 802.1X authentication 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. For details, see Network Configuration Menu.
        • If you are using DHCP, check the DHCP server configuration.

        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 the subdirectories in 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 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.

        Possible Explanation and Action—From Cisco Unified Operating System Administration, make sure that the phone load file is listed in TFTP File Management.

        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. For details, see Network Configuration Menu.

        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 file 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’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. To verify the phone setting, see Firmware Versions Screen.

        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. For details, see Network Configuration Menu.
        • 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. For details, see Network Configuration Menu.
        • If you are using DHCP, the DHCP server has not provided a DNS server. Check the DHCP server configuration.

        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. For details on assigning a TFTP server, see Network Configuration Menu.

        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 authentication 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 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,

        Procedure
          Step 1   Take one of these actions:
          1. If the phone is registered with Cisco Unified Communications Manager, press the Application Menu button, then choose Settings > Status > Network Statistics.

            By default, the Application Menu button is line button 24 (the top left line button).

          2. If the phone is not registered with Cisco Unified Communications Manager, press the Settings softkey and then choose Status > Network Statistics.

            This softkey appears only when the phone is not registered.

          Step 2   To reset the Rx Frames, Tx Frames, and Rx Broadcasts statistics to 0, press the Clear softkey.
          Step 3   To exit the Network Statistics screen, press the Exit softkey.

          Network Statistics Fields

          The following table describes the Network Statistics fields

          Table 3 Network Statistics Message Components

          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 last rebooted

          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

          Firmware Versions Screen

          The Firmware Versions screen displays information about the firmware version that is running on the phone. Firmware Version Fields explains the information that is displayed on this screen.

          Display Firmware Version Screen

          To display the Firmware Version screen,

          Procedure
            Step 1   Take one of these actions:
            1. If the phone is registered with Cisco Unified Communications Manager, press the Application Menu button, then choose Settings > Status > Firmware Versions.

              By default, the Application Menu button is line button 24 (the top left line button).

            2. If the phone is not registered with Cisco Unified Communications Manager, press the Settings softkey and then choose Status > Firmware Versions.

              This softkey appears only when the phone is not registered.

            Step 2   To exit the Firmware Version screen, press the Exit softkey.

            Firmware Version Fields

            The following table provides a list of Firmware Version items and a description of each field.

            Table 4 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

            The Call Statistics screen displays counters statistics and voice quality metrics in these ways:

            • During call: You can view streaming statistics for an active call
            • After the call: You can view the call information captured during the last 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.

            Display Call Statistics Screen

            To display the Call Statistics screen for information about the last voice stream,

            Procedure
            Take one of these actions:
            1. If the phone is registered with Cisco Unified Communications Manager, press the Application Menu button, then choose Settings > Status > Call Statistics.

              By default, the Application Menu button is line button 24 (the top left line button).

            2. If the phone is not registered with Cisco Unified Communications Manager, press the Settings softkey and then choose Status > Call Statistics.

              This softkey appears only when the phone is not registered.


            Call Statistics Fields

            The following table describes the Call Statistics fields.

            Table 5 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 may 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 may 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 Voice Quality Monitoring.

            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 may 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.

            Latency

            (See note)

            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.


            Note


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


            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
            Enable Tone Generator

            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 Help twice to invoke the Call Statistics screen, or press Settings > Status > Call Statistics to invoke the Call Statistics screen.
              Step 3   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.

              Step 4   If the Tone softkey is present, proceed to Create Test Tone.
              Step 5   If the Tone softkey is not present, exit the Call Statistics screen and enter the Setting Menu.
              Step 6   Press **3 on the phone keypad to enable (toggle) the Tone softkey.
              Note   

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

              Step 7   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.
              Step 8   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.


              Create Test Tone

              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.


              To create a test tone, follow these steps:

              Procedure
                Step 1   Place a call.
                Step 2   After the call is established, press Help twice, or press Settings > Status > Call Statistics.

                The Call Statistics screen and Tone softkey should appear.

                Step 3   Press Tone.

                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, see Echo Analysis for Voice over IP.