Cisco Unified IP Phone 7961G/7961G-GE and 7941G/7941G-GE Administration Guide for Cisco Unified Communications Manager 7.0 (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

Expansion Module Status Screen

Call Statistics Screen


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 Phone 7961G/7961G-GE and 7941G/7941G-GE to view model information, status messages, and network statistics for the phone:

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

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

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's web page. For more information, see Chapter 8, "Monitoring the Cisco Unified IP Phone Remotely."

For more information about troubleshooting the Cisco Unified IP Phone 7961G/7961G-GE and 7941G/7941G-GE, see Chapter 9, "Troubleshooting and Maintenance."

This chapter includes these topics:

Model Information Screen

Status Menu

Model Information Screen

The Model Information screen includes the options described in Table 7-1.

To display the Model Information screen, press the Settings button and then select Model Information.

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

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.

CTL File

Displays the MD5 hash of the certificate trust list (CTL) file that is installed in the phone. If no CTL file is installed on the phone, this field displays No. (If security is configured for the phone, the CTL file installs automatically when the phone reboots or resets.)

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

MIC

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

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

LSC

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

For more information about how to manage the LSC for your phone, refer to the "Using the Certificate Authority Proxy Function" section in Cisco Unified Communications Manager Security Guide.

Call Control Protocol

Indicates the call processing protocol used by the phone.

See the "Using Cisco Unified IP Phones with Different Protocols" section on page 2-11.


Status Menu

To display the Status menu, press the Settings button and then select Status. To exit the Status menu, press the Exit softkey.

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. For more information, see the "Status Messages Screen" section.

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

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

Expansion Modules—Displays the Expansion Module(s) screen, which shows information about the Cisco Unified IP Phone Expansion Module 7914, if it is connected to the phone. For more information, see the "Expansion Module Status Screen" section.

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 7-2 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 Settings button.

Step 2 Select Status.

Step 3 Select Status Messages.


To remove current status messages, press the Clear softkey.

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

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

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 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 "Adding Phones with Cisco Unified Communications Manager Administration" section on page 2-11 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 Configuration Menu" section on page 4-5 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 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

A certificate trust list (CTL) file is installed in the phone.

None. This message is informational only.

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

CTL update failed

The phone could not update its certificate trust list (CTL) file.

Problem with the CTL file on the TFTP server.

For more information, 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 the "Network Configuration Menu" section on page 4-5 for details on assigning a static IP address.

Dialplan parsing error (SIP phones only)

The phone could not parse the dialplan XML file properly.

Problem with the TFTP downloaded dialplan XML file.

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 the "802.1X Authentication and Status" section on page 4-30.

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 Configuration Menu" section on page 4-5 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 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 because of one of the following:

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 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. See the "Network Configuration Menu" section on page 4-5 section for details.

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.

The 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. See the "Firmware Versions Screen" section 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 CTL installed

A certificate trust list (CTL) file is not installed in the phone.

Occurs if security is not configured or, if security is configured, because the CTL file does not exist on the TFTP server.

For more information, refer to Cisco Unified Communications Manager Security Guide.

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 Configuration Menu" section on page 4-5 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 Configuration Menu" section on page 4-5 section for details.

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. See the "Network Configuration Menu" section on page 4-5 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 server not authorized

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

The DHCP server is not configured properly and is not server the correct TFTP server address. In this case, update the TFTP server configuration to specify the correct TFTP server.

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 Configuration 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 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.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. Table 7-3 describes the information that appears in this screen.

To display the Network Statistics screen, follow these steps:

Procedure


Step 1 Press the Settings button.

Step 2 Select Status.

Step 3 Select Status > Network Statistics.


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

To exit the Network Statistics screen, press the Exit softkey.

Table 7-3 Network Statistics Message Information 

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. Table 7-4 describes the information that is displayed on this screen.

To display the Firmware Version screen, follow these steps:

Procedure


Step 1 Press the Settings button.

Step 2 Select Status.

Step 3 Select Firmware Versions.


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

Table 7-4 Firmware Version Information

Item
Description
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

Expansion Module 1

Expansion Module 2

Identifies the load running on the Expansion Module(s)


Expansion Module Status Screen

The Expansion Module Status screen displays information about each Cisco Unified IP Phone Expansion Module 7914 that is connected to the phone.

Table 7-5 explains the information that is displayed on this screen for each connected expansion module. You can use this information to troubleshoot the expansion module, if necessary. In the Expansion Module Stats screen, a statistic preceded by "A" is for the first expansion module. A statistic preceded by "B" is for the second expansion module.

To display the Expansion Module Stats screen, follow these steps:

Procedure


Step 1 Press the Settings button.

Step 2 Select Status.

Step 3 Select Expansion Module.


To exit the Expansion Module screen, press the Exit softkey.

Table 7-5 Expansion Module Statistics 

Item
Description

Link State

Overall expansion module status

RX Discarded Bytes

Number of bytes discarded due to errors

RX Length Err

Number of packets discarded due to improper length

RX Checksum Err

Number of packets discarded due to invalid checksum information

RX Invalid Message

Number of packets that have been discarded because a message was invalid or unsupported

TX Retransmit

Number of packets that have been retransmitted to the expansion module

TX Buffer Full

Number of packets discarded because the expansion module was not able to accept new messages


Call Statistics Screen

You can access the Call Statistics screen on the phone to display counters, statistics, and voice-quality metrics in the following ways:

During call—You can view the call information by rapidly pressing the ? button twice.

After the call—You can view the call information captured during the last call by displaying the Call Statistics screen.


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 that are not available on the phone. For more information about remote monitoring, see Chapter 8, "Monitoring the Cisco Unified IP Phone Remotely."


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 the "Monitoring the Voice Quality of Calls" section on page 9-14.

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.