Cisco Unified IP Phone 8961, 9951, and 9971 Administration Guide for Cisco Unified Communications Manager 7.1 (3) (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

Ethernet Statistics Screen

WLAN Statistics Screen

Call Statistics Screen

Current Access Point 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 8961, 9951, and 9971 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, and statistics for the current call. 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 10 "Monitoring the Cisco Unified IP Phone Remotely."

For more information about troubleshooting the Cisco Unified IP Phone 8961, 9951, and 9971, see Chapter 11 "Troubleshooting and Maintenance."

This chapter includes these topics:

Model Information Screen

Status Menu

Model Information Screen

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

If the user is connected to a secure or authenticated server, a corresponding icon (lock or certificate) will be displayed 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 will appear.

The Model Information screen includes the options described in Table 9-1.

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

Table 9-1 Model Information Settings for the Cisco Unified IP Phone 

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.

Host name

Host name of the phone.

Display only—Cannot configure.

Active Load

Version of firmware currently installed on the phone. The user can press the Details softkey for more information.

Display only—Cannot configure.

Inactive Load (appears only if a load is in the process of downloading or if the download failed).

Signifies the load that is currently downloading to the phone. The "Inactive Load" label also displays the status of the load, such as "Upgrade in Progress" or "Upgrade Failed." The user can press the Details softkey for more information.

When the user presses the Details softkey during an upgrade, the name of the current downloading load is displayed and components which need to be written are listed. When a component is downloading, a download icon appears to the left of the label. Once the component downloads, an icon to indicate its status will replace the download icon. A "checkmark" will appear for a successful download and an "X" will appear for a failed download. If possible, the remaining loads will continue to write.

Display only—Cannot configure.

Last Upgrade

Date of the most recent firmware upgrade.

Display only—Cannot configure.

Active Server

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

Display only—Cannot configure.

Stand-by Server

IP address of the standby server.

Display only—Cannot configure.


Status Menu

To display the Status menu, press Applications button and then select Administrator Settings > 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.

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

WLAN Statistics—Displays the WLAN Statistics screen if applicable. For more information, see the "WLAN Statistics Screen" section.

Call Statistics—Displays counters and statistics for the current call. For more information, see the "Call Statistics Screen" section.

Current Access Point—Displays the Current Access Point screen, if applicable. For more information, see the "Current Access Point 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 9-2 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 Applications button .

Step 2 Select Administrator Settings.

Step 3 Select Status.

Step 4 Select Status Messages.


To remove current status messages, press the Clear List softkey.

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

Table 9-2 Status Messages on the Cisco Unified IP Phone 

Message
Description
Possible Explanation and Action

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.

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 the 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 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. See the "Ethernet Setup Menu" section 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 "Ethernet Setup Menu" section 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 <Cfg File>

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 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 "Ethernet Setup Menu" section for details on assigning a TFTP server.

File Not Found <CTLFile.tlv>

This message displays on the phone when the Cisco Unified Communications Manager cluster is not in secure mode.

No impact; the phone can still register to Cisco Unified Communications Manager.

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 "Ethernet Setup Menu" section for details.

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 CTL installed

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

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

For more information, refer to the 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 "Ethernet Setup Menu" section 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 "Ethernet Setup Menu" section section for details.

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

Restart requested by Cisco Unified Communications Manager

The phone is restarting based on a request from Cisco Unified Communications Manager.

Configuration changes have likely been made to the phone in Cisco Unified Communications Manager, and Apply has been pressed so that the changes take effect.

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 "Ethernet Setup Menu" section for details on assigning a TFTP server.

TFTP error

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

Contact 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 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 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.


Ethernet Statistics Screen

The Ethernet Statistics screen displays information about the phone and network performance. Table 9-3 describes the information that appears in this screen.

To display the Ethernet Statistics screen, follow these steps:

Procedure


Step 1 Press the Applications button .

Step 2 Select Administrator Settings.

Step 3 Select Status.

Step 4 Select Status > Ethernet Statistics.


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

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

Table 9-3 Ethernet Statistics Message Information for the Cisco Unified IP Phone 

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

Restart Cause—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 Network port (for example, Auto 100 Mb Full-Duplex means that the Network 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 PC 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


WLAN Statistics Screen

The WLAN Statistics screen displays statistics about the wireless Cisco Unified IP Phone 9971. Table 9-4 describes the information that appears in this screen.

To display the WLAN Statistics screen, follow these steps:

Procedure


Step 1 Press the Applications button .

Step 2 Select Administrator Settings.

Step 3 Select Status.

Step 4 Select WLAN Statistics.


To reset the WLAN statistics to 0, press the Clear List softkey.

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

Table 9-4 WLAN Statistics on the Cisco Unified IP Phone 

Item
Description

Transmit Frames

Number of packets transmitted by the phone.

Directed Frames Received

Number of directed packets received by the phone.

Multicast Frames Received

Number of multicast packets received by the phone.

Broadcast Frames Received

Number of broadcast packets received by the phone.

Receive Errors

Number of packets with errors received by the phone.

Receive No Buffers

The radio was unable to receive a packet, but had no buffers.

Frame Checksum (FCS) Errors

Increments when an FCS error is detected in a received MPDU.

Duplicate Frames

Number of duplicate packets received by the phone.

Fragments Received

Number of fragmented packets received by the phone.

Beacons Received

Number of beacons received by the phone.

Association Rejected

Number of AP association rejections received by the phone.

Association Timeouts

Number of AP association timeouts received by the phone.

Authentication Rejects

Number of authentication rejects received by the phone.

Authentication Timeouts

Number of authentication timeouts received by the phone.

QOS Null Frames

Number of QOS null packets received by the phone.

The following WLAN Statistics items display these AP queues: Background (BK), Best Effort (BE), Video (VI), and Voice (VO

QOS Data Received

Number of QOS packets received by the phone.

Transmit Ok

Number of packets that the phone transmitted without error.

Transmit Errors

Number of packets with errors that the phone transmitted.

Direct Frames Transmitted

Number of direct packets transmitted by the phone.

Multicast Frames Transmitted

Number of multicast packets transmitted by the phone.

Broadcast Frames Transmitted

Number of broadcast packets transmitted by the phone.

RTS Failed

A corresponding CTS was not received.

ACK Failed

AP did not acknowledge a transmission.

Retries

Counter of total retries.

Multiple Retries

Transmission of packet required two or more retries prior to success.

Retry Failures

Transmission of packet failed.

Transmit Timeouts

Transmission of packet failed due to queue time.

Success Counter

Counter of successful transmissions.

Max Retry Failure

Counter of successive transmission failures that caused a roaming attempt.


Call Statistics Screen

You can access the Call Statistics screen (see Table 9-5) 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 Chapter 10 "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 latest voice stream, follow these steps:

Procedure


Step 1 Press the Applications button.

Step 2 Select Administrator Settings.

Step 3 Select Status.

Step 4 Select Call Statistics.


The Call Statistics screen displays these items:

Table 9-5 Call Statistics Items for the Cisco Unified Phone 

Item
Description

Rcvr Codec

Type of voice stream received (RTP streaming audio from codec): G.729, G.722, G.711 u-law, G.711 A-law, and iLBC.

Sender Codec

Type of voice stream transmitted (RTP streaming audio from codec): G.729, G.722, G.711 u-law, G.711 A-law, and iLBC.

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), in milliseconds, observed since the receiving voice stream was opened.

Max Jitter

Maximum jitter, in milliseconds, 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 eight -second interval of the voice stream. For more information, see the "Monitoring the Voice Quality of Calls" section.

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.729 A /AB gives 3.7

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.

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.


Current Access Point Screen

The Current Access Point screen displays statistics about the current access point on the wireless Cisco Unified IP Phone 9971. Table 9-6 describes the information that appears in this screen.

To display the Current Access Point screen, follow these steps:

Procedure


Step 1 Press the Applications button.

Step 2 Select Administrator Settings.

Step 3 Select Status.

Step 4 Select Current Access Point.


To exit the Current Access Point screen, press the Exit softkey.

Table 9-6 Current Access Point on the Cisco Unified IP Phone 9971 

Item
Description

AP Name

Name of the AP if it is CCX-compliant; otherwise the MAC address is displayed here.

MAC Address

MAC address of the AP.

Frequency

The latest frequency where this AP was observed.

Last RSSI

The latest RSSI in which this AP was observed.

Beacon Interval

Number of time units between beacons. A time unit is 1.024 ms.

Capability

This field contains a number of subfields that are used to indicate requested or advertised optional capabilities.

Basic Rates

Data rates required by the AP at which the station must be capable of operating.

Optional Rates

Data rates supported by the AP that are optional for the station to operate at.

Current Channel

The latest channel where this AP was observed.

dtime Period

Every nth beacon is a dtime period. After each DTIM beacon, the AP would send any broadcast or multicast packets that may have been queued for power-save devices.

Country Code

A two-digit country code. Country information might not be displayed if the country information element (IE) is not present in the beacon.

Channels

A list of supported channels (from the country IE).

Power Constraint

The amount of power by which the maximum transmit power should be reduced from the regulatory domain's limit.

Power Limit

Maximum transmit power in dBm permitted for that channel.

Channel Utilization

The percentage of time, normalized to 255, in which the AP sensed the medium was busy, as indicated by the physical or virtual carrier sense (CS) mechanism.

Station Count

Data rates required by the AP at which the station must be capable of operating.

Admission Capacity

An unsigned integer that specifies the remaining amount of medium time available through explicit admission control, in units of 32 µs/s.

If the value is 0, the AP does not support this information element and the capacity is unknown.

WMM Supported

Support for WiFi Multi-Media Extensions.

UAPSD Supported

Unscheduled Automatic Power Save Delivery is supported by the AP. May only be available if WMM is supported. This feature is critical to talk time and achieving maximum call density on the wireless IP phone.

Proxy ARP

CCX compliant AP supports responding to IP ARP requests on behalf of the associated station. This feature is critical to standby time on the wireless IP phone.

CCX Version

Version of CCX if the AP is CCX compliant.