This chapter provides information that can assist you in troubleshooting problems with your Cisco Unified IP Phone or with your IP telephony network. The chapter also explains how to maintain your voice network and clean your phone.
After you install a Cisco Unified IP Phone into your network and add it to Cisco Unified Communications Manager, the phone should start up as described in Phone Startup Verification.
If the phone does not start up properly, see the following sections for troubleshooting information:
Cisco Unified IP Phone Does Not Go Through Normal Startup Process
Problem
When you connect a Cisco Unified IP Phone to the network
port, the phone does not go through the normal startup process as described in
Phone Startup Verification
and the phone screen does not display information.
Cause
If the phone does not go through the startup process, the
cause may be faulty cables, bad connections, network outages, lack of power,
or the phone may not be functional.
Solution
To determine whether the phone is functional, use the
following suggestions to eliminate other potential problems.
Verify that the network port is functional:
Exchange the Ethernet cables with cables that you know are
functional.
Disconnect a functioning Cisco Unified IP Phone from another
port and connect it to this network port to verify that the port is active.
Connect the Cisco Unified IP Phone that does not start up to a
different network port that is known to be good.
Connect the Cisco Unified IP Phone that does not start up
directly to the port on the switch, eliminating the patch panel connection in
the office.
Verify that the phone is receiving power:
If you are using external power, verify that the electrical
outlet is functional.
If you are using in-line power, use the external power supply
instead.
If you are using the external power supply, switch with a unit
that you know to be functional.
If the phone still does not start up properly, power up the phone
with the handset off-hook. When the phone is powered up in this way, it
attempts to launch a backup software image.
If the phone still does not start up properly, perform a factory
reset of the phone. For instructions, see
Basic Reset.
After you attempt these solutions, if the phone screen on the Cisco
Unified IP Phone does not display any characters after at least five minutes,
contact a Cisco technical support representative for additional assistance.
Cisco Unified IP Phone Does Not Register with Cisco Unified Communications Manager
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 that displays on the phone screen, the phone is not starting up properly. The phone cannot successfully start up unless it connects to the Ethernet network and it registers with a Cisco Unified Communications Manager server.
In addition, problems with security may prevent the phone from starting up properly. See General Troubleshooting Information for more information.
While 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 Status Messages Screen for instructions about accessing status messages and for a list of potential errors, their explanations, and their solutions.
Phone Cannot Connect to TFTP Server or to Cisco Unified Communications Manager
Problem
If the network is down between the phone and either the TFTP server or Cisco Unified Communications Manager, the phone cannot start up properly.
The IP addressing and routing fields may not be configured correctly.
Solution
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. See Check DHCP Settings.
DNS Settings
Problem
The DNS settings may be incorrect.
Solution
If you use DNS to access the TFTP server or Cisco Unified Communications Manager, you must ensure that you specify a DNS server. See Verify DNS Settings.
Cisco CallManager and TFTP Services Are Not Running
Problem
If the Cisco CallManager or TFTP services are not running, phones may not be able to start up properly. In such a situation, it is likely that you are experiencing a systemwide failure, and other phones and devices are unable to start up properly.
Solution
If the Cisco CallManager service is not running, all devices on the network that rely on it to make phone calls are affected. If the TFTP service is not running, many devices cannot start up successfully. For more information, see Start Service.
Configuration File Corruption
Problem
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.
The phone is not registered with the Cisco Unified
Communications Manager
Solution
A Cisco Unified IP Phone can register with a Cisco Unified
Communications Manager server only if the phone is added to the server or if
autoregistration is enabled. Review the information and procedures in
Cisco Unified Communications Manager Phone Addition Methods
to ensure that the phone is added to the Cisco Unified Communications Manager
database.
To verify that the phone is in the Cisco Unified
Communications Manager database, choose
Device > Phone
from Cisco Unified Communications Manager Administration. Click Find to search for the
phone based on the MAC Address. For information about determining a MAC
address, see
Cisco Unified IP Phone MAC Address Determination.
If the phone is already in the Cisco Unified Communications
Manager database, the configuration file may be damaged. See
Configuration File Corruption
for assistance.
Cisco Unified IP Phone Cannot Obtain IP Address
Problem
If a phone cannot obtain an IP address when it starts up, the phone may not be on the same network or VLAN as the DHCP server, or the switch port to which the phone connects may be disabled.
Solution
Ensure that the network or VLAN to which the phone connects has access to the DHCP server, and ensure that the switch port is enabled.
Cisco Unified IP Phone Resets Unexpectedly
If users report that their phones are resetting during calls or while the phones are idle on their desk, you should investigate the cause. If the network connection and Cisco Unified Communications Manager connection are stable, a Cisco Unified IP Phone should not reset.
Typically, a phone resets if it has problems in connecting to the Ethernet network or to Cisco Unified Communications Manager. These sections can help you identify the cause of a phone resets in your network:
Your network may be experiencing intermittent outages.
Solution
Intermittent network outages affect data and voice traffic differently. Your network might be 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 to the network. Contact the system administrator for information on known problems in the voice network.
DHCP Setting Errors
Problem
The DHCP settings may be incorrect.
Solution
Verify that you have properly configured the phone to use DHCP. See Ethernet Setup Menu for more information. Verify that the DHCP server is set up properly. Verify the DHCP lease duration. Cisco recommends that you set it to 8 days.
Static IP Address Settings Errors
Problem
The static IP address assigned to the phone may be incorrect.
Solution
If the phone is assigned a static IP address, verify that you have entered the correct settings. See Ethernet Setup Menu for more information.
Voice VLAN Setup Errors
Problem
If the Cisco Unified IP Phone appears to reset during heavy network usage, it is likely that you do not have a voice VLAN configured.
Solution
Isolating the phones on a separate auxiliary VLAN increases the quality of the voice traffic.
Phones Have Not Been Intentionally Reset
Problem
If you are not the only administrator with access to Cisco
Unified Communications Manager, you should verify that no one else has
intentionally reset the phones.
Solution
You can check if a Cisco Unified IP Phone received a
command from Cisco Unified Communications Manager to reset by pressing
Applications on the phone and choosing
Administrator
Settings > Status > Network
Statistics.
If the Restart Cause field displays Reset-Reset, the phone receives a Reset/Reset from Cisco Unified Communications Manager
Administration.
If the Restart Cause field displays Reset-Restart, the phone
closed because it received a Reset/Restart from Cisco Unified Communications Manager
Administration.
DNS or Other Connectivity Errors
Problem
The phone reset continues and you suspect DNS or other
connectivity issues.
In most cases, a phone restarts if it powers up by using external power but loses that connection and switches to PoE. Similarly, a phone may restart if it powers up by using PoE and then connects to an external power supply.
Physical Connection Problems
Problem
The physical connection to the LAN may be broken.
Solution
Verify that the Ethernet connection to which the Cisco Unified IP Phone connects is up. For example, check whether the particular port or switch to which the phone connects is down and that the switch is not rebooting. Also ensure that no cable breaks exist.
Cisco Unified IP Phone Security Problems
The following sections provide troubleshooting information
for the security features on the Cisco Unified IP Phone. For information
about the solutions for any of these issues, and for additional
troubleshooting information about security, see
Cisco Unified Communications Manager Security Guide.
Factory Reset of Phone Has Deleted 802.1X Shared Secret
Problem
After a reset, the phone does not authenticate.
Cause
These errors typically indicate that the phone has completed a factory reset (see Basic Reset) while 802.1X was enabled. A factory reset deletes the shared secret, which is required for 802.1X authentication and network access.
Solution
To resolve this situation, temporarily move the phone to a network environment that is not using 802.1X authentication. After the phone starts up normally, access the 802.1X configuration menus to enable device authentication and to reenter the shared secret (see 802.1X Authentication and Transaction Status).
Camera, audio, and video problems
The following sections describe how to resolve camera, audio, and video problems.
The phone does not detect the camera or no picture appears on the
screen.
Solution
Check the following conditions:
Verify that the camera is connected properly by unplugging and
reconnecting the camera to the phone.
Verify that video is enabled in Cisco Unified Communications
Manager.
Check the resolution of the transmitting endpoint.
Cisco Unified IP Phone 8961, 9951, and 9971 does not display videos that use a
resolution higher than VGA. If the other endpoint transmits at a resolution
greater than VGA, such a transmission results in a black screen.
Verify that packets are being received. Check the Rcvr
Packets (would be zero in this case) in
Administrator Settings > Status > Call Statistics > Video > Video
Statistics.
Ensure that the transmitting phone has the camera shutter
completely open.
Phone Display is Wavy
Problem
The display appears to have rolling lines or a wavy pattern.
Cause
The phone might be interacting with certain types of older fluorescent lights in the building.
Solution
Move the phone away from the lights or replace the lights to resolve the problem.
Video Freezes
Problem
The video is frozen.
Cause
When the phone stops receiving video packets, the video
display pauses and displays the last decoded video frame.
Solution
Check whether the received packets count is incrementing or not, by
navigating to
Administrator Settings > Status > Call Statistics > Video > Video
statistics > Rcvr Packets
statistics.
Put the call on hold and then resume the call to clear the issue.
If the transmitting phone is also
Cisco Unified IP Phone 8961 or 9951 or 9971, check the LED on top of the
camera. If no light is illuminated (either green or red), then the remote
camera might not be transmitting video.
Audio/Video Is Not Synchronized
Problem
Audio/Video synchronization is poor.
Solution
To resolve synchronization issues:
Check whether RTCP is enabled in Cisco Unified Communications
Manager.
Check for a degraded network connection by navigating to
Administrator Settings > Status > Call Statistics > Video > Video
Statistics and checking the Avg Jitter and Max
Jitter values.
Place the call on hold and then resume the call to restore
audio/video synchronization.
No Audio
Problem
The recipient endpoint only sees a mute image.
Solution
If
Auto Transmit Video is set to
Off, the camera automatically transmits the mute image. The illuminated red
LED on the top of the camera indicates that the video is muted. Set
the Auto Transmit Video setting to
On to restore video on the other side.
Video Is Too Dark
Problem
Video that the camera transmits is too dark or the subject
too dark in the video.
Solution
The lighting conditions within the field of view of the
camera affect the brightness of the video.
Adjust the View Area for your camera. Try moving the location of
the camera and check whether the brightness improves.
Adjust the camera brightness by navigating to
Accessories > Cisco
Unified Video Camera > Brightness
and adjusting the brightness settings.
Poor Quality or Grainy Video
Problem
The phone has poor video quality/grainy video.
Solution
When the resolution of the received video is grainy, the user may perceive that the video quality is poor. However, this does not cause video distortion or artifacts.
Check the Cisco Unified Communications Manager bandwidth settings under Region settings.
Check the Receiver Resolution in video statistics. This may be an issue if the Cisco Unified Communications Manager bandwidth setting limits the resolution to less than CIF, (352x288). Try increasing the bandwidth to at least 275 kbps.
Video Is Blocky or Distorted
Problem
The phone has blocky or distorted video.
Cause
Blocky or distorted video is generally a symptom of a
degraded network. Endpoints that do not closely adhere to
video transmission standards can also cause blocky or distorted video.
Solution
If the network is degraded, navigate to
Administrator Settings > Status > CallStatistics > Video > Video
Statistics and check the following fields:
Rcvr Lost Packets
Rcvr Discarded
Avg Jitter
Max Jitter
Video Is Slow Moving or Jittery
Problem
The phone has slow moving video or jittery video.
Cause
The frame rate of the received video is low.
Solution
Check the rate by navigating to
Administrator Settings > Status > CallStatistics > Video > Video
Statistics and checking the Rcvr Frame Rate field.
Frame rates of fewer than 15 fps result in slow-moving video.
No Speech Path
Problem
One or more people on a call do not hear any audio.
Solution
When at least one person in a call does not receive audio, IP connectivity between phones is not established. Check the configuration of routers and switches to ensure that IP connectivity is properly configured.
Choppy Speech
Problem
A user complains of choppy speech on a call.
Cause
There may be a mismatch in the jitter configuration.
Solution
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.
Poor Audio Quality with Calls That Route Outside Cisco Unified Communications Manager
Problem
Poor quality occurs with tandem audio encoding. Tandem encoding can occur when calls are made between an IP Phone and a digital cellular phone, when a conference bridge is used, or in situations where IP-to-IP calls are partially routed across the PSTN.
Cause
In these cases, use of voice codecs such as G.729 and iLBC may result in poor voice quality.
Solution
Use the G.729 and iLBC codecs only when absolutely necessary.
VXC VPN Troubleshooting
When you are experiencing problems associated with the Virtualization Experience Client (VXC) Virtual Private Network (VPN), use this section to troubleshoot the problems.
The VXC is on and physically connected with phone using the spine connector and network cable, but the VXC VPN status is not connected.
Solution
Perform the following steps:
Verify that:
The phone is powered by the adapter.
VXC is shown in accessories menu. If not, power cycle the phone.
VPN status is connected.
Power cycle VXC device.
Identify VXC VPN Connection Problems
Use these steps to identify problems with the VXC VPN connection.
Procedure
Step 1
Check that the VXC is showing in the phone Accessories menu.
Step 2
Check the VXC VPN status in the phone VPN menu.
Step 3
In the Cisco Unified Communications Manager, check that the Enable VXC VPN for MAC fields contains all Fs or is the same MAC address of the user's VXC device.
Step 4
Check that the VXC VPN status is connected.
Step 5
Check that the Alternate TFTP is enabled and that the correct TFTP IP address is configured on the phone.
Step 6
Check that the VXC is physically connected in the PC port of the phone.
Step 7
Check that the VXC device gets an IP address from the phone, and not from the local router.
Step 8
From the VXC device, use the ping command to check that the device can successfully contact the Cisco Unified Communications Manager.
General Telephone Call Problems
The following sections help troubleshoot general telephone call problem.
A user complains about not being able to make a call.
Cause
The phone does not have a DHCP IP address, is unable to
register to Cisco Unified Communications Manager. Phones with an LCD display show the message Configuring IP or Registering. Phones without an LCD display play the reorder tone (instead of dial tone) in the handset when the user attempts to make a call.
Solution
Verify the following:
The Ethernet cable is
attached.
The Cisco CallManager
service is running on the Cisco Unified Communications Manager server.
Both phones are
registered to the same Cisco Unified Communications Manager.
Audio server debug and capture logs are enabled for both phones.
If needed, enable Java debug.
Phone Does Not Recognize DTMF Digits or Digits Are Delayed
Problem
The user complains that numbers are missed or delayed when the keypad is used.
Cause
Pressing the keys too quickly can result in missed or delayed digits.
Solution
Keys should not be pressed rapidly.
Troubleshooting Procedures
These procedures can be used to identify and correct problems.
You can determine the IP address of the TFTP server that the phone uses by pressing Applications, then selecting
Administrator
Settings > Network Setup > Ethernet
Setup > IPv4 Setup > TFTP Server
1.
Step 2
If you have assigned a static IP address to the phone, you must
manually enter a setting for the TFTP Server 1 option. For more information,
see
Ethernet Setup Menu.
Step 3
If you are using DHCP, the phone obtains the address for the TFTP
server from the DHCP server. Check that the IP address is configured in Option
150.
Step 4
You can also enable the phone to use an alternate TFTP server.
Such a setting is particularly useful if the phone recently moved from one
location to another. See
Ethernet Setup Menu for
instructions.
Step 5
If the local DHCP does not offer the correct TFTP address, enable the phone to use an alternate TFTP server.
This is often necessary in VPN scenario.
Determine DNS or Connectivity Issues
Procedure
Step 1
Use the Reset Settings menu to reset phone settings to their
default values. See
Basic Reset for
details.
Assign static IP values to the phone. See
Ethernet Setup Menu for
instructions. Use the same default router setting that other functioning
Cisco Unified IP Phones use.
Assign a TFTP server. See
Ethernet Setup Menu for
instructions. Use the same TFTP server that other functioning Cisco Unified
IP Phones use.
Step 3
On the Cisco Unified Communications Manager server, verify that
the local host files have the correct Cisco Unified Communications Manager
server name mapped to the correct IP address.
Step 4
From Cisco Unified Communications Manager, choose
System>Server and verify
that reference to the server is made by the IP address and not by the DNS name.
Step 5
From Cisco Unified Communications Manager, choose
Device>Phone. Click Find to search for this phone. Verify that you have assigned the correct MAC address to this Cisco Unified
IP Phone. For information about determining a MAC address, see
Cisco Unified IP Phone MAC Address Determination.
Step 6
Power cycle the phone.
Check DHCP Settings
Procedure
Step 1
On the Cisco Unified IP Phone, press
Applications.
Step 2
Select
Administrator
Settings > Network Setup > Ethernet
Setup > IPv4 Setup, and look at
the following options:
DHCP Server - If you have assigned a static IP address to the
phone, you do not need to enter a value for the DHCP Server option. However, if
you are using a DHCP server, this option must have a value. If no value is found,
check your IP routing and VLAN configuration. See the Troubleshooting Switch
Port and Interface Problems document, available at this URL:
h
http://www.cisco.com/en/US/customer/products/hw/switches/ps708/prod_tech_notes_list.html
IP Address, Subnet Mask, Default Router - If you have assigned a
static IP address to the phone, you must manually enter settings for these
options. See
Ethernet Setup Menu for
instructions.
Step 3
If you are using DHCP, check the IP addresses that your
DHCP server distributes.
See the Understanding and Troubleshooting DHCP in Catalyst Switch
or Enterprise Networks document, available at this URL:
When you remove a phone
from the Cisco Unified Communications Manager database, the configuration file
is deleted from the Cisco Unified Communications Manager TFTP server. The phone
directory number or numbers remain in the Cisco Unified Communications Manager
database. They are called
unassigned DNs and can be used for other devices. If
unassigned DNs are not used by other devices, delete these DNs from the Cisco
Unified Communications Manager database. You can use the Route Plan Report to
view and delete unassigned reference numbers. See the
Cisco Unified Communications Manager Administration
Guide for more information.
Changing the buttons on
a phone button template, or assigning a different phone button template to a
phone, may result in directory numbers that are no longer accessible from the
phone. The directory numbers are still assigned to the phone in the Cisco
Unified Communications Manager database, but the phone has no button on the phone
with which calls can be answered. These directory numbers should be removed
from the phone and deleted if necessary.
To create a new configuration file, follow these steps:
Procedure
Step 1
From Cisco Unified Communications Manager,
choose
Device > Phone and click Find
to locate the phone that is experiencing problems.
Step 2
Choose
Delete to remove the phone from the Cisco
Unified Communications Manager database.
Note
When you remove a phone from the Cisco Unified Communications
Manager database, the configuration file is deleted from the Cisco Unified
Communications Manager TFTP server. The phone directory number or numbers
remain in the Cisco Unified Communications Manager database. They are called
unassigned DNs and can be used for other devices. If
unassigned DNs are not used by other devices, delete these DNs from the Cisco
Unified Communications Manager database. You can use the Route Plan Report to
view and delete unassigned reference numbers. See the
Cisco Unified Communications Manager Administration
Guide for more information.
If the shared secret is configured, verify that you have the
same shared secret on the authentication server.
If the shared secret is not configured on the phone, enter it, and ensure
that it matches the shared secret on the authentication server.
Verify DNS Settings
To verify DNS settings, follow these steps:
Procedure
Step 1
Press Applications.
Step 2
Select
Administrator
Settings > Network Setup > Ethernet
Setup > IPv4 Setup > DNS Server
1.
Step 3
You should also verify that a CNAME entry was made in the DNS
server for the TFTP server and for the Cisco Unified Communications Manager
system.
You must also ensure that DNS is configured to do reverse
lookups.
Start Service
Note
A service must be activated before it can be started or stopped. To
activate a service, choose
Tools > Service
Activation.
To start a service, follow these steps:
Procedure
Step 1
From Cisco Unified Communications Manager Administration, choose
Cisco Unified Serviceability from the
Navigation drop-down list and click
Go.
Step 2
Choose Tools > Control
Center - Feature Services.
Step 3
Choose the primary Cisco Unified Communications Manager server
from the Server drop-down list.
The window 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
If a service has stopped, click the corresponding radio button and then click
Start.
The Service Status symbol changes from a square to an arrow.
General Troubleshooting Information
The following table provides general troubleshooting information for the Cisco Unified IP Phone.
Table 2 Cisco Unified IP Phone troubleshooting
Summary
Explanation
Connecting a Cisco Unified IP Phone to another Cisco Unified IP Phone
Cisco does not support connecting an IP phone to another IP Phone through the PC port. Each IP Phone should connect directly to a switch port. If phones are connected together in a line by using the PC port, the phones do not work.
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 power your phone through the network connection, you must be careful if you decide to unplug the network connection of the phone and plug the cable into a desktop computer.
Caution
The network card in the computer cannot receive power through the network connection; if power comes through the connection, the network card can be destroyed. To protect a network card, wait 10 seconds or longer after unplugging the cable from the phone before plugging it into a computer. This delay gives the switch enough time to recognize that there is no longer a phone on the line and to stop providing power to the cable.
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 Password Protection for details.
Codec mismatch between the phone and another device
The RxType and the TxType statistics show the codec that is used for a conversation between this Cisco Unified 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.
Sound sample mismatch between the phone and another device
The RxSize and the TxSize statistics show the size of the voice packets that are used in a conversation between this Cisco Unified IP Phone and the other device. The values of these statistics should match.
A loopback condition can occur when the following conditions are met:
The SW Port Configuration option in the Network Configuration menu on the phone is set to 10 Half (10-BaseT/half duplex).
The phone receives power from an external power supply.
The phone is powered down (the power supply is disconnected).
In this case, the switch port on the phone can become disabled and the following message appears in the switch console log:
HALF_DUX_COLLISION_EXCEED_THRESHOLD
To resolve this problem, reenable the port from the switch.
Additional Troubleshooting Information
If you have additional questions about troubleshooting Cisco Unified IP Phones, go to the following Cisco website and navigate to the desired Cisco Unified IP Phone:
Performing a reset of a Cisco Unified IP Phone provides a
way to recover if the phone experiences an error and resets or restores various configuration and security settings.
The following sections describe the types of resets that you can
perform. 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.
Perform Factory Reset
Resets user and network configuration settings to their
factory default values, and restarts the phone.
Before you perform a factory reset, ensure that the
following conditions are met:
The phone must be on a
DHCP-enabled network.
A valid TFTP server must
be set in DHCP option 150 or option 66 on the DHCP server.
The following events occur on the phone when you perform a reset:
User configuration
settings reset to default values.
Network configuration
settings reset to default values.
Call histories get erased.
Locale information resets
to default values.
Phone application gets
erased, and the phone recovers by using the image in the inactive partition of
flash to boot up.
Security settings reset
to default values. This includes deleting the CTL file, deleting the MD5
secret, and changing the 802.1x Device Authentication parameter to
"Disabled."
Note
Do not power down the phone until the factory reset process completes and the main screen appears.
Procedure
Step 1
From the Administrator Settings menu, unlock phone options (see
Password Protection).
Step 2
Choose
Reset Settings > All
Settings.
Perform Factory Reset from Phone Keypad
Use these steps to reset the phone to factory default settings using the phone keypad.
Procedure
Step 1
While powering up the phone, press and hold #.
Step 2
When the light on the Mute button and handset light strip turns
off and all other lights (Line button, Headset button, Speakerphone button and
Select button) stay green, press
123456789*0# in sequence.
When you press
1, the lights on the line buttons turn red.
The light on the Select button flashes when a button is pressed.
If you press the buttons out of sequence, the lights on the line
button, headset button, speakerphone button, and Select button turn green. You
need to start over and press
123456789*0# in sequence again.
After you press these buttons, the phone goes through the factory
reset process.
Caution
Do not power down the phone until it completes the factory reset
process, and the main screen appears.
Perform Network Configuration Reset
Resets network configuration settings to their default
values and resets the phone. This method causes DHCP to reconfigure the IP
address of the phone.
Procedure
Step 1
From the Administrator Settings menu, unlock phone options (see
Password Protection).
Step 2
Choose
Reset Settings > Network
Settings.
Perform User and Network Configuration Reset
Resets any user and network configuration changes that you
have made, but that the phone has not written to flash memory, to previously
saved settings.
Procedure
Step 1
From the Administrator Settings menu, unlock phone options (see
Password Protection).
Step 2
Choose Reset
Settings > Reset Device.
Remove CTL File
Deletes only the CTL file from the phone.
Procedure
Step 1
From the Administrator Settings menu, unlock phone options
(seePassword Protection).
Step 2
Choose Reset
Settings > Security Settings.
Quality Report Tool
The Quality Report Tool (QRT) is a voice quality and general
problem-reporting tool for the Cisco Unified IP Phone. The QRT feature is
installed as part of Cisco Unified Communications Manager installation.
You can configure user Cisco Unified IP Phones with QRT.
When you do so, users can report problems with phone calls by pressing Report
Quality. This softkey or button is available only when the Cisco Unified IP
Phone is in the Connected, Connected Conference, Connected Transfer, or OnHook
states.
When a user presses Report Quality, a list of problem
categories appears. The user selects the appropriate problem category, and this
feedback is logged in an XML file. Actual information that is logged depends on the
user selection and whether the destination device is a Cisco Unified IP Phone.
For more information about using QRT, see
Cisco Unified Communications Manager Features and Services
Guide.
Voice Quality Monitoring
To measure the voice quality of calls that are sent and
received within the network, Cisco Unified IP Phones use the following statistical
metrics that are based on concealment events. The DSP plays concealment frames
to mask frame loss in the voice packet stream.
Concealment Ratio metrics show the ratio of concealment frames
over total speech frames. An interval conceal ratio is calculated every 3
seconds.
Concealed Second metrics show the number of seconds in which the
DSP plays concealment frames due to lost frames. A severely
concealed second is a second in which the DSP plays more than
five percent concealment frames.
Note
Concealment ratio and concealment seconds are primary measurements
that are based on frame loss. A Conceal Ratio of zero indicates that the IP network is
delivering frames and packets on time with no loss.
You can access voice quality metrics from the Cisco Unified IP
Phone by using the Call Statistics screen (see
Display Call Statistics Screen) or
remotely by using Streaming Statistics (see
Remote Monitoring).
When you observe significant and persistent changes to metrics, use the following table for general troubleshooting information:
Table 3 Changes to Voice Quality Metrics
Metric change
Condition
Conceal Ratio and Conceal Seconds increase significantly.
Network impairment from packet loss or high jitter.
Conceal Ratio is near or at zero, but the voice quality is poor.
Noise or distortion in the audio channel such as echo or audio levels.
Tandem calls that undergo multiple encode/decode, such as calls to a cellular network or to a calling card network.
Acoustic problems that come from a speakerphone, handsfree cellular phone, or wireless headset.
Check packet transmit (TxCnt) and packet receive (RxCnt) counters to verify that voice packets are flowing.
Note
Voice quality metrics do not account for noise or distortion; they account only for frame loss.
Cisco Unified IP Phone Cleaning
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 to the phone. As with all nonweatherproof electronics,
liquids and powders can damage the components and cause failures.
When the phone is in sleep mode, the touchscreen is blank and
the
Select button is not lit. When the phone is in
this condition, you can clean the screen, as long as you know that the phone
will remain asleep until after you finish cleaning. If the phone is likely to
wake up during cleaning, wake it up or wait until it is awake before following
the preceding cleaning instructions.