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Cisco Unified IP Phone Model 7960G and 7940G Administration Guide for Cisco Unified CallManager Release 4.2.3
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Cisco Unified IP Phone Model 7960G/7940G Administration Guide for Cisco Unified CallManager Release 4.2(3)
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Preface
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An Overview of the Cisco Unified IP Phone
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Preparing to Install the Cisco Unified IP Phone on Your Network
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Setting Up the Cisco Unified IP Phone
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Configuring Settings on the Cisco Unified IP Phone
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Configuring Features, Templates, Services, and Users
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Viewing Model Information, Status, Statistics, and Security Information on the Cisco Unified IP Phone
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Monitoring the Cisco Unified IP Phone Remotely
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Troubleshooting the Cisco Unified IP Phone
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Providing Information to Users Via a Website
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Supporting International Users
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Technical Specifications
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Index
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Feedback
Table Of Contents
Troubleshooting the Cisco Unified IP Phone
Symptom: The Cisco Unified IP Phone Does Not Go Through the Normal Startup Process
Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified CallManager
Registering the Phone with Cisco Unified CallManager
Verifying TFTP Server Settings
Verifying IP Addressing and Routing
Verifying Cisco Unified CallManager Settings
Cisco Unified CallManager and TFTP Services Are Not Running
Creating a New Configuration File
Cisco Unified IP Phone Resets Unexpectedly
Identifying Intermittent Network Outages
Checking Static IP Address Settings
Verifying Voice VLAN Configuration
Verifying that the Phones Have Not Been Intentionally Reset
Eliminating DNS or Other Connectivity Errors
Troubleshooting Cisco Unified IP Phone Security
General Troubleshooting Tips for the Cisco Unified IP Phone
General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module 7914
Cleaning the Cisco Unified IP Phone
Resetting or Restoring the Cisco Unified IP Phone
Monitoring the Voice Quality of Calls
Where to Go for More Information
Troubleshooting the Cisco Unified IP Phone
This chapter provides information that can assist you in troubleshooting problems with your Cisco Unified IP Phone or in your IP telephony network.
For additional troubleshooting information, refer to the Using the 79xx Status Information For Troubleshooting tech note. This document is available to registered Cisco.com users at this URL:
http://www.cisco.com/warp/customer/788/AVVID/telecaster_trouble.html
If you need additional troubleshooting assistance, you can contact the Cisco TAC. The phone generates detailed logs that can assist the Cisco TAC with troubleshooting and resolving problems.
This chapter includes these topics:
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Cisco Unified IP Phone Resets Unexpectedly
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Resolving Startup Problems
After installing a Cisco Unified IP Phone into your network and adding it to Cisco Unified CallManager, the phone should start up as described in the "Verifying the Phone Startup Process" section. If the phone does not start up properly, see the following sections for troubleshooting information:
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Symptom: The Cisco Unified IP Phone Does Not Go Through the Normal Startup Process
When you connect a Cisco Unified IP Phone into the network port, the phone should go through its normal startup process and the phone screen should display information. If the phone does not go through the startup process, the cause may be faulty cables, bad connections, network outages, lack of power, and so on. Or, the phone may not be functional.
To determine whether the phone is functional, follow these suggestions to systematically eliminate these other potential problems:
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If after attempting these solutions, the phone screen on the Cisco Unified IP Phone does not display any characters after at least five minutes, perform a factory reset of the phone (see the "Performing a Factory Reset" section). If the phone still does not display characters, contact a Cisco technical support representative for additional assistance.
Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified CallManager
If the phone proceeds past the first stage of the startup process (LED buttons flashing on and off) but continues to cycle through the messages displaying on the phone screen, the phone is not starting up properly. The phone cannot successfully start up unless it is connected to the Ethernet network and it has registered with a Cisco Unified CallManager server.
These sections can assist you in determining the reason the phone is unable to start up properly:
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In addition, problems with security may prevent the phone from starting up properly. See the "Troubleshooting Cisco Unified IP Phone Security" section for more information.
Identifying Error Messages
As the Cisco Unified IP Phone 7960G/7940G cycle through the startup process, you can access status messages that might provide you with information about the cause of a problem. See the "Status Messages Screen" section for instructions about accessing status messages and for a list of potential errors, their explanations, and their solutions.
Registering the Phone with Cisco Unified CallManager
A Cisco Unified IP Phone can register with a Cisco Unified CallManager server only if the phone has been added to the server or if auto-registration is enabled. Review the information and procedures in the "Methods for Adding Phones to the Cisco Unified CallManager Database" section on page 2-11 to ensure that the phone has been added to the Cisco Unified CallManager database.
To verify that the phone is in the Cisco Unified CallManager database, choose Device > Find from Cisco Unified CallManager Administration to search for the phone based on its MAC Address. For information about determining a MAC address, see the "Determining the MAC Address of a Cisco Unified IP Phone" section on page 2-15.
If the phone is already in the Cisco Unified CallManager database, its configuration file may be damaged. See the "Creating a New Configuration File" section for assistance.
Checking Network Connectivity
If the network is down between the phone and the TFTP server or Cisco Unified CallManager, the phone cannot start up properly. Ensure that the network is currently running.
Verifying TFTP Server Settings
The Cisco Unified IP Phone uses the TFTP Server 1 setting to identify the primary TFTP server used by the phone. You can determine this setting by pressing the Settings button on the phone, choosing Network Configuration, and scrolling to the TFTP Server 1 option.
If you have assigned a static IP address to the phone, you must manually enter a setting for the TFTP Server 1 option. See the "Network Configuration Menu Options" section.
If you are using DHCP, the phone obtains the address for the TFTP server from the DHCP server. Check the IP address configured in Option 150. Refer to Configuring Windows 2000 DHCP Server for Cisco Call Manager, available at this URL: http://www.cisco.com/warp/customer/788/AVVID/win2000_dhcp.html
You can also enable the phone to use an alternate TFTP server. Such a setting is particularly useful if the phone was recently moved from a from one location to another. See the "Network Configuration Menu Options" section for instructions.
Verifying IP Addressing and Routing
You should verify the IP addressing and routing settings on the phone. If you are using DHCP, the DHCP server should provide these values. If you have assigned a static IP address to the phone, you must enter these values manually.
On the Cisco Unified IP Phone, press the Settings button, choose Network Configuration, and look at the following options:
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If you are using DHCP, check the IP addresses distributed by your DHCP server. Refer to Understanding and Troubleshooting DHCP in Catalyst Switch or Enterprise Networks, available at this URL: http://www.cisco.com/warp/customer/473/100.html#41
Verifying DNS Settings
If you are using DNS to refer to the TFTP server or to Cisco Unified CallManager, you must ensure that you have specified a DNS server. Verify this setting by pressing the Settings button on the phone, choosing Network Configuration, and scrolling to the DNS Server 1 option. You should also verify that there is a CNAME entry in the DNS server for the TFTP server and for the Cisco Unified CallManager system.
You must also ensure that DNS is configured to do reverse look-ups. Windows2000 is configured by default only to perform forward look-ups.
Verifying Cisco Unified CallManager Settings
On the Cisco Unified IP Phone, press the Settings button, choose Network Configuration, and look at the CallManager 1-5 options. The Cisco Unified IP Phone attempts to open a TCP connection to all the Cisco Unified CallManager servers that are part of the assigned Cisco Unified CallManager group. If none of these options contain IP addresses or show Active or Standby, the phone is not properly registered with Cisco Unified CallManager. See the "Registering the Phone with Cisco Unified CallManager" section for tips on resolving this problem.
Cisco Unified CallManager and TFTP Services Are Not Running
If the Cisco Unified CallManager or TFTP services are not running, phones may not be able to start up properly. However, in such a situation, it is likely that you are experiencing a system-wide failure and that other phones and devices are unable to start up properly.
If the Cisco Unified CallManager service is not running, all devices on the network that rely on it to make phone calls will be affected. If the TFTP service is not running, many devices will not be able to start up successfully.
To start a service, follow these steps:
Procedure
Step 1
Step 2
Step 3
The page displays the service names for the server that you chose, the status of the services, and a service control panel to stop or start a service.
Step 4
The Service Status symbol changes from a square to an arrow.
Creating a New Configuration File
If you continue to have problems with a particular phone that other suggestions in this chapter do not resolve, the configuration file may be corrupted.
To create a new configuration file, follow these steps:
Procedure
Step 1
Step 2
Step 3
Step 4
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Caution
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Note
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Cisco Unified IP Phone Resets Unexpectedly
If users report that their phones are resetting during calls or while idle on their desk, you should investigate the cause. If the network connection and Cisco Unified CallManager connection are stable, a Cisco Unified IP Phone should not reset on its own.
Typically, a phone resets if it has problems connecting to the Ethernet network or to Cisco Unified CallManager. These sections can help you identify the cause of a phone resetting in your network:
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Verifying Physical Connection
Verify that the Ethernet connection to which the Cisco Unified IP Phone is connected is up. For example, check if the particular port or switch to which the phone is connected is down.
Identifying Intermittent Network Outages
Intermittent network outages affect data and voice traffic differently. Your network might have been experiencing intermittent outages without detection. If so, data traffic can resend lost packets and verify that packets are received and transmitted. However, voice traffic cannot recapture lost packets. Rather than retransmitting a lost network connection, the phone resets and attempts to reconnect its network connection.
If you are experiencing problems with the voice network, you should investigate whether an existing problem is simply being exposed.
Verifying DHCP Settings
The following suggestions can help you determine if the phone has been properly configured to use DHCP:
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Cisco Unified IP Phones send messages with request type 151 to renew their DHCP address leases. If the DHCP server expects messages with request type 150, the lease will be denied, forcing the phone to restart and request a new IP address from the DHCP server.
Checking Static IP Address Settings
If the phone has been assigned a static IP address, verify that you have entered the correct settings. See the "Network Configuration Menu Options" section for more information.
Verifying Voice VLAN Configuration
If the Cisco Unified IP Phone appears to reset during heavy network usage (for example, following extensive web surfing on a computer connected to same switch as phone), it is likely that you do not have a voice VLAN configured.
Isolating the phones on a separate auxiliary VLAN increases the quality of the voice traffic. See the "Understanding How the Cisco Unified IP Phone Interacts with the VLAN" section on page 2-3 for details.
Verifying that the Phones Have Not Been Intentionally Reset
If you are not the only administrator with access to Cisco Unified CallManager, you should verify that no one else has intentionally reset the phones.
You can check whether a Cisco Unified IP Phone 7960G/7940G received a command from Cisco Unified CallManager to reset by pressing the Settings button on the phone and choosing Status > Network Statistics. If the phone was recently reset one of these messages appears:
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Eliminating DNS or Other Connectivity Errors
If the phone continues to reset, follow these steps to eliminate DNS or other connectivity errors:
Procedure
Step 1
Step 2
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Step 4
Step 5
Step 6
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Caution
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Troubleshooting Cisco Unified IP Phone Security
Table 8-1 provides troubleshooting information for the security features on the Cisco Unified IP Phone. For information relating to the solutions for any of these issues, and for additional troubleshooting information about security and encryption, refer to Cisco Unified CallManager Security Guide.
Because third-party troubleshooting tools that sniff media and TCP packets do not work after you enable encryption, you must use Cisco Unified CallManager Administration to perform the following tasks if a problem occurs:
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General Troubleshooting Tips for the Cisco Unified IP Phone
Table 8-2 provides general troubleshooting information for the Cisco Unified IP Phone.
Table 8-2 Cisco Unified IP Phone Troubleshooting
Daisy-chaining IP phones.
Do not connect an IP phone to another IP phone through the access port. Each IP phone should directly connect to a switch port. If you connect IP phones together in a line (daisy-chaining), a problem with one phone can affect all subsequent phones in the line. Also, all phones on the line share bandwidth.
Poor quality when calling digital cell phones using the G.729 protocol.
In Cisco Unified CallManager, you can configure the network to use the G.729 protocol (the default is G.711). When using G.729, calls between an IP phone and a digital cellular phone will have poor voice quality. Use G.729 only when absolutely necessary.
Prolonged broadcast storms cause IP phones to re-register.
Prolonged broadcast storms (lasting several minutes) on the voice VLAN cause the IP phones to re-register with another Cisco Unified CallManager server.
Moving a network connection from the phone to a workstation.
If you are powering your phone through the network connection, you must be careful if you decide to unplug the phone's network connection and plug the cable into a desktop computer.
Caution
Changing the telephone configuration.
By default, the network configuration options are locked to prevent users from making changes that could impact their network connectivity. You must unlock the network configuration options before you can configure them. See the "Unlocking and Locking Configuration Options" section for details.
Phone resetting.
The phone resets when it loses contact with the Cisco Unified CallManager software. This lost connection can be due to any network connectivity disruption, including cable breaks, switch outages, and switch reboots.
Phone display issues.
If the display appears to have rolling lines or a wavy pattern, it might be interacting with certain types of older fluorescent lights in the building. Moving the phone away from the lights, or replacing the lights, should resolve the problem.
Dual-Tone Multi-Frequency (DTMF) delay.
When you are on a call that requires keypad input, if you press the keys too quickly, some of them might not be recognized.
Codec mismatch between the phone and another device.
The RxType and the TxType statistics show the codec that is being used for a conversation between this IP phone and the other device. The values of these statistics should match. If they do not, verify that the other device can handle the codec conversation or that a transcoder is in place to handle the service.
See the "Call Statistics Screen" section for information about displaying these statistics.
Sound sample mismatch between the phone and another device.
The RxSize and the TxSize statistics show the size of the voice packets that are being used in a conversation between this IP phone and the other device. The values of these statistics should match.
See the "Call Statistics Screen" section for information about displaying these statistics.
Gaps in voice calls.
Check the AvgJtr and the MaxJtr statistics. A large variance between these statistics might indicate a problem with jitter on the network or periodic high rates of network activity.
See the "Call Statistics Screen" section for information about displaying these statistics.
Checking signaling.
To check that signaling is working properly between the phone and Cisco Unified CallManager, press the Speaker button on the phone to answer a call. If you can answer a call and if you hear a dial tone, signaling is working properly.
Checking the handset cradle clip.
Cisco Unified IP Phones are designed with a reversible handset clip in the cradle. This clip is used with the plastic tab protruding out when the phone is in a vertical (wall-mounted) position. The position of the tab can interfere with the handset as it is placed in the cradle. If the phone remains in the on-hook position you may experience continued ringing when you try to answer a call or a lack of dial tone when you try to place a call. To resolve this problem, you may need to reverse the clip.
If the handset cradle clip is in the wall-mounted position and your phone is placed on a desktop, slide the clip upward to remove it. Rotate the clip 180 degrees and slide it back in so that the tab is hidden.
If the hook switch remains in the down position, tapping on the phone should free up the switch. You can also try pushing and suddenly releasing the off-hook button after the handset has been picked up.
Checking the hook switch contacts.
The hook switch contacts on the phone use a wiping action to self-clean the contacts. If your phone is not used regularly, dust and other airborne contaminants may degrade the contact performance and cause problems with operation. If you have periods of limited phone usage, you can clean the contacts by quickly pressing and releasing the hook switch a dozen times.
Checking the position of the phone.
The footstand of the phone allows adjustment of the phone to eliminate glare on the phone screen. When the phone is in the most vertical position, the phone may be forced forward and the handset may not sit properly in the cradle, creating a false off-hook condition. Cisco recommends that you position the phone one notch from the most vertical position to ensure that the handset is firmly resting on the hook switch.
Checking the LAN cable.
Make sure that the LAN cable connected to the phone is positioned properly. The LAN cable should pass out of the side of the phone between the base and the footstand. If you are using a cable (such as Cat-5E or Cat-6) with a larger diameter than the cable that was packaged with your phone, the cable may cause the phone to tilt forward and force it off-hook. Use a smaller LAN cable to eliminate this problem.
Loopback condition.
A loopback condition can occur when the following conditions are met:
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In this case, the switch port on the phone can become disabled and the following message will appear in the switch console log:
HALF_DUX_COLLISION_EXCEED_THRESHOLD
To resolve this problem, re-enable the port from the switch.
General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module 7914
Table 8-3 provides general troubleshooting information for the Cisco Unified IP Phone Expansion Module 7914.
Cleaning the Cisco Unified IP Phone
To clean your Cisco Unified IP Phone, use only a dry, soft cloth to gently wipe the phone and the phone screen. Do not apply liquids or powders directly on the phone. As with all non-weather-proof electronics, liquids and powders can damage the components and cause failures.
Resetting or Restoring the Cisco Unified IP Phone
There are two general methods for resetting or restoring the Cisco Unified IP Phone:
Performing a Basic Reset
Performing a basic reset of a Cisco Unified IP Phone provides a way to recover if the phone experiences an error and provides a way to reset or restore various configuration and security settings.
Note
There are several ways to perform a basic reset, as described in Table 8-4. You can reset a phone with any of these operations after the phone has started up. Choose the operation that is appropriate for your situation.
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Table 8-4 Basic Reset Methods
Restore configuration changes and restart phone
From the Settings screen, press **#**.
Resets any user and network configuration changes that you have made but that the phone has not written to its Flash memory to previously-saved settings, then restarts the phone.
Restore softkey
Choose Settings > more and then press the Restore softkey.
Resets any user and network configuration changes that you have made but that the phone has not written to its Flash memory to previously-saved settings.
Default softkey
Choose Settings > more and press the Default softkey.
Resets ring type, display contrast, handset volume, headset volume, speaker volume, and ringer volume to their default values.
Erase softkey
Unlock phone options (see the "Unlocking and Locking Configuration Options" section. Then choose Settings > more and press the Erase softkey.
Resets user and network configuration settings to their default values, deletes the CTL file from the phone, and restarts the phone.
Performing a Factory Reset
When you perform a factory reset of the Cisco Unified IP Phone, the following information is erased or reset to its default value:
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To perform a factory reset of a phone, follow these steps:
Procedure
Step 1
The phone begins its power up cycle.
Step 2
Release # after the Speaker button turns off.
The Headset, Mute, and Speaker buttons flash in sequence to indicate that the phone is waiting for you to enter the key sequence for the reset.
Step 3
If you repeat a key within the sequence (for example, if you press 1223456789*0#), the sequence will still be accepted and the phone will reset.
If you do not complete this key sequence or do not press any keys, the Headset, Mute, and Speaker buttons will stop flashing after 60 seconds and the phone will continue with its normal startup process. The phone will not reset.
If you enter an invalid key sequence, the buttons will stop flashing immediately and the phone will continue with its normal startup process. The phone will not reset.
If you enter this key sequence correctly, the phone displays this prompt:
Keep network cfg? 1 = yes 2 = noStep 4
If you press another key or do not respond to this prompt within 60 seconds, the will continue with its normal startup process and will not reset.
Otherwise, the phone goes through the factory reset process.
Using the Quality Report Tool
The Quality Report Tool (QRT) is a voice quality and general problem-reporting tool for the Cisco Unified IP Phone 7960G/7940G. This tool is installed as part of the Cisco Unified CallManager installation.
You can configure users' Cisco Unified IP Phone with QRT so they can report problems with phone calls. Users can report issues by using the Cisco Unified IP Phone softkey labeled QRT. The QRT softkey is available only when the Cisco Unified IP Phone is in the Connected, Connected Conference, Connected Transfer, and/or OnHook states.
When users press the QRT softkey on their IP phone, they are presented with a list of problem categories. Users can then choose the appropriate problem category, and their feedback is logged in an XML file. Actual information logged depends on the user selection and whether the destination device is a Cisco Unified IP Phone.
For more information about using QRT, refer to Cisco Unified CallManager Serviceability Administration Guide and Cisco Unified CallManager Serviceability System Guide.
Monitoring the Voice Quality of Calls
To measure the voice quality of calls that are sent and received within the network, Cisco Unified IP Phones use these statistical metrics that are based on concealment events. The DSP plays concealment frames to mask frame loss in the voice packet stream.
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MOS LQK scores are produced by a Cisco proprietary algorithm that is an implementation of P.VTQ, an ITU provisional standard.
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Listening quality scores (MOS LQK) relate to the clarity or sound of the received voice signal. Conversational quality scores (MOS CQ such as G.107) include impairment factors, such as delay, that degrade the natural flow of conversation.
For information about configuring voice quality metrics for phones, refer to the "Phone Features" section in the Cisco Unified IP Phone chapter of the Cisco Unified CallManager System Guide.
You can access voice quality metrics from the Cisco Unified IP Phone by using the Call Statistics screen (see the "Call Statistics Screen" section) or remotely by using Streaming Statistics (see the "Streaming Statistics" section on page 7-18.
To use the metrics for monitoring voice quality, note the typical scores under normal conditions of zero packet loss, and use the metrics as a baseline for comparison.
It is important to distinguish significant changes from random changes in metrics. Significant changes are scores that change about 0.2 MOS or greater and persist in calls that last longer than 30 seconds. Conceal Ratio changes should indicate greater than 3 percent frame loss.
MOS LQK scores can vary based on the codec that the Cisco Unified IP Phone uses. The following codecs provide these maximum MOS LQK scores under normal conditions with zero frame loss:
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A Conceal Ratio of zero indicates that the IP network is delivering frames and packets on time with no loss.
When you observe significant and persistent changes to metrics, use Table 8-5 for general troubleshooting information:
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Related Topics
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Where to Go for More Information
If you have additional questions about troubleshooting the Cisco Unified IP Phones, several Cisco.com web sites can provide you with more tips. Choose from the sites available for your access level:
General Access
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