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Cisco IP Phone 7961G/7961G-GE and 7941G/7941G-GE Administration Guide for Cisco CallManager 4.1(3)
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Cisco IP Phone Administration Guide for Cisco CallManager, Models 7961G, 7961G-GE, 7941G, 7941G-GE
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Preface
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An Overview of the Cisco IP Phone
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Preparing to Install the Cisco IP Phone on Your Network
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Setting Up the Cisco IP Phone
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Configuring Settings on the Cisco IP Phone
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Configuring Features, Templates, Services, and Users
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Customizing the Cisco IP Phone
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Viewing Security Information, Model Information, Status, and Statistics on the Cisco IP Phone
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Monitoring the Cisco IP Phone Remotely
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Troubleshooting and Maintenance
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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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Table Of Contents
Troubleshooting and Maintenance
Symptom: The Cisco IP Phone Does Not Go Through its Normal Startup Process
Symptom: The Cisco IP Phone Does Not Register with Cisco CallManager
Verifying TFTP Server Settings
Verifying IP Addressing and Routing
Verifying Cisco CallManager Settings
Cisco CallManager and TFTP Services Are Not Running
Creating a New Configuration File
Registering the Phone with Cisco CallManager
Symptom: Cisco IP Phone Unable to Obtain IP Address
Cisco IP Phone Resets Unexpectedly
Verifying the Physical Connection
Identifying Intermittent Network Outages
Checking Static IP Address Settings
Verifying the Voice VLAN Configuration
Verifying that the Phones Have Not Been Intentionally Reset
Eliminating DNS or Other Connectivity Errors
Troubleshooting Cisco IP Phone Security
General Troubleshooting Tips for the Cisco IP Phone
General Troubleshooting Tips for the Cisco IP Phone 7914 Expansion Module
Resetting or Restoring the Cisco IP Phone
Where to Go for More Troubleshooting Information
Troubleshooting and Maintenance
This chapter provides information that can assist you in troubleshooting problems with your Cisco IP Phone or with your IP telephony network. It also explains how to clean and maintain your phone.
For additional troubleshooting information, refer to the Using the 79xx Status Information For Troubleshooting tech note. That document is available to registered Cisco.com users at this URL:
http://www.cisco.com/warp/public/788/AVVID/telecaster_trouble.html
If you need additional assistance to resolve an issue, see the "Obtaining Technical Assistance" section on page xix.
This chapter includes these topics:
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Cisco IP Phone Resets Unexpectedly
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Resolving Startup Problems
After installing a Cisco IP Phone into your network and adding it to Cisco 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 IP Phone Does Not Go Through its Normal Startup Process
When you connect a Cisco IP Phone into the network port, the phone should go through its normal startup process as described in "Verifying the Phone Startup Process" section and the LCD 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 LCD screen on the Cisco IP Phone does not display any characters after at least five minutes, contact a Cisco technical support representative for additional assistance.
Symptom: The Cisco IP Phone Does Not Register with Cisco 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 LCD 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 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 IP Phone Security" section for more information.
Identifying Error Messages
As the phone cycles 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 on page 7-6 for instructions about accessing status messages and for a list of potential errors, their explanations, and their solutions.
Checking Network Connectivity
If the network is down between the phone and the TFTP server or Cisco CallManager, the phone cannot start up properly. Ensure that the network is currently running.
Verifying TFTP Server Settings
You can determine the IP address of the TFTP server used by the phone 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" 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 the Configuring Windows 2000 DHCP Server for Cisco Call Manager document, available at this URL: http://www.cisco.com/warp/public/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" 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 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 the Understanding and Troubleshooting DHCP in Catalyst Switch or Enterprise Networks document, available at this URL: /en/US/tech/tk648/tk361/technologies_tech_note09186a00800f0804.shtml#41
Verifying DNS Settings
If you are using DNS to refer to the TFTP server or to Cisco 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 CallManager system.
You must also ensure that DNS is configured to do reverse look-ups. Windows 2000 is configured by default only to perform forward look-ups.
Verifying Cisco CallManager Settings
On the Cisco IP Phone, press the Settings button, choose Network Configuration, and look at the CallManager 1-5 options. The Cisco IP Phone attempts to open a TCP connection to all the Cisco CallManager servers that are part of the assigned Cisco CallManager group. If none of these options contain IP addresses or show Active or Standby, the phone is not properly registered with Cisco CallManager. See the "Checking Network Connectivity" section for tips on resolving this problem.
Cisco CallManager and TFTP Services Are Not Running
If the Cisco 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 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 start or stop 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
Note
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Registering the Phone with Cisco CallManager
A Cisco IP Phone can register with a Cisco 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 "Adding Phones to the Cisco CallManager Database" section to ensure that the phone has been added to the Cisco CallManager database.
To verify that the phone is in the Cisco CallManager database, choose Device > Phone > Find from Cisco 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 for a Cisco IP Phone" section.
If the phone is already in the Cisco CallManager database, its configuration file may be damaged. See the "Creating a New Configuration File" section for assistance.
Symptom: Cisco IP Phone Unable to Obtain IP Address
If a phone is unable to obtain an IP address when it starts up, the phone may be not be on the same network or VLAN as the DHCP server, or the switch port to which the phone is connected may be disabled. Make sure that the network or VLAN to which the phone is connected has access to the DHCP server, and make sure that the switch port is enabled.
Cisco 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 CallManager connection are stable, a Cisco IP Phone should not reset on its own.
Typically, a phone resets if it has problems connecting to the Ethernet network or to Cisco CallManager. These sections can help you identify the cause of a phone resetting in your network:
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Verifying the Physical Connection
Verify that the Ethernet connection to which the Cisco IP Phone is connected is up. For example, check if the particular port or switch to which the phone is connected is down and that the switch is not rebooting. Also make sure that there are no cable breaks.
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 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" section for more information.
Verifying the Voice VLAN Configuration
If the Cisco IP Phone appears to reset during heavy network usage (for example, following extensive web surfing on a computer connected to the same switch as the 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 IP Phone Interacts with the VLAN" section for details.
Verifying that the Phones Have Not Been Intentionally Reset
If you are not the only administrator with access to Cisco CallManager, you should verify that no one else has intentionally reset the phones.
You can check whether a Cisco IP Phone received a command from Cisco 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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c.
Step 3
Step 4
Step 5
Step 6
Troubleshooting Cisco IP Phone Security
Table 9-1 provides troubleshooting information for the security features on the Cisco IP Phone. For information relating to the solutions for any of these issues, and for additional troubleshooting information about security and encryption, refer to the Cisco CallManager Security Guide.
General Troubleshooting Tips for the Cisco IP Phone
Table 9-2 provides general troubleshooting information for the Cisco IP Phone.
Table 9-2 Cisco 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 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 reset, or be unable to make or answer a call.
A prolonged Layer 2 broadcast storm (lasting several minutes) on the voice VLAN may cause IP phones to reset, lose an active call, or be unable to initiate or answer a call. Phones may not come up until a broadcast storm ends.
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 Options" section for details.
Phone resetting.
The phone resets when it loses contact with the Cisco CallManager software. This lost connection can be due to any network connectivity disruption, including cable breaks, switch outages, and switch reboots.
LCD 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 Cisco IP phone and the other device. These 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 on page 7-16 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 is being used a conversation between this Cisco IP phone and the other device. The values of these statistics should match.
See the "Call Statistics Screen" section on page 7-16 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 on page 7-16 for information about displaying these statistics.
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.
One-way audio.
When at least one person in a call does not receive audio, IP connectivity between phones is not established. Check the configurations in routers and switches to ensure that IP connectivity is properly configured.
General Troubleshooting Tips for the Cisco IP Phone 7914 Expansion Module
Table 9-3 provides general troubleshooting information for the Cisco IP Phone 7914 Expansion Module.
Resetting or Restoring the Cisco IP Phone
There are two general methods for resetting or restoring the Cisco IP Phone:
Performing a Basic Reset
Performing a basic reset of a Cisco 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.
Table 9-4 describes the ways to perform a basic reset. 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.
Table 9-4 Basic Reset Methods
Restart phone
Press the Services, Settings, or Directories button and then 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.
Erase softkey
From the Settings menu, unlock phone options (see the "Unlocking and Locking Options" section). Then 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.
From the Network Configuration menu, unlock phone options (see the "Unlocking and Locking Options" section). Then press the Erase softkey.
Resets network configuration settings to their default values and resets the phone. (This method causes DHCP to reconfigure the IP address of the phone.)
From the Security Configuration menu, unlock phone options (see the "Unlocking and Locking Options" section). Then press the Erase softkey.
Deletes the CTL file from the phone and restarts the phone.
Performing a Factory Reset
When you perform a factory reset of the Cisco IP Phone, the following information is erased or reset to its default value:
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term61.default.loads file or term41.default.loads file)Before you perform a factory reset, ensure that the following conditions are met:
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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
press and hold #.
Continue to hold # until each line button flashes on and off in sequence in amber.
Step 3
You can press a key twice in a row, but if you press the keys out of sequence, the factory reset will not take place.
After you press these keys, the line buttons on the phone flash red and the phone goes through the factory reset process.
Do not power down the phone until it completes the factory reset process and the main screen appears.
Using the Quality Report Tool
The Quality Report Tool (QRT) is a voice quality and general problem-reporting tool for the Cisco IP Phone. The QRT feature is installed as part of the Cisco CallManager installation.
You can configure users' Cisco IP Phones with QRT. When you do so, users can report problems with phone calls by pressing the QRT softkey. This softkey is available only when the Cisco IP Phone is in the Connected, Connected Conference, Connected Transfer, and/or OnHook states.
When a user presses the QRT softkey, a list of problem categories appears. The user selects the appropriate problem category and this feedback is logged in an XML file. Actual information logged depends on the user selection and whether the destination device is a Cisco IP Phone.
For more information about using QRT, refer to the Cisco CallManager Serviceability Administration Guide, the Cisco CallManager Serviceability System Guide, and the Cicso CallManager Features and Services Guide.
Where to Go for More Troubleshooting Information
If you have additional questions about troubleshooting the Cisco IP Phones, several Cisco.com web sites can provide you with more tips.
General Access
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Cleaning the Cisco IP Phone
To clean your Cisco IP phone, use only a slightly dampened soft cloth to gently wipe the phone and the LCD 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.
