Troubleshoot IP Phone Registration Issues with CUCME

Introduction

This document describes how to troubleshoot Skinny Client Control Protocol (SCCP) and Session Initiation Protocol (SIP) Phone registrations issues on Cisco Unified Communications Manager Express (CUCME).

SCCP Phone Registration Issues

Use the show ephone registered command to display the status of registered Skinny Client Control Protocol phones.

Router# show ephone registeredephone-12[11] Mac:001A.A11B.7D6D TCP socket:[5] activeLine:0 whisperLine:0 REGISTERED in SCCP ver 15/12 max_streams=1mediaActive:0 whisper_mediaActive:0 startMedia:0 offhook:0 ringing:0 reset:0 reset_sent:0 paging 0 debug:0 caps:7IP:10.10.1.17 * 35177 6941  keepalive 3593 max_line 4 available_line 3button 1: cw:1 dn 11 number 1001 CH1   IDLE         CH2   IDLEbutton 2: cw:1 dn 56 number 6971  auto dial 6970 CH1   IDLEbutton 3: cw:1 dn 10 number 1000 CH1   IDLE         CH2   IDLE1 feature buttons enabled: dndPreferred Codec: g711ulawLpcor Type: none

 

Use the show ephone command to display the status of Skinny Client Control Protocol phones that are not registered or are trying to register.

Router# show ephone

ephone-8[7] Mac:000A.B7B1.444A TCP socket:[5] activeLine:0 whisperLine:0 REGISTERED in SCCP ver 11/9 max_streams=1

mediaActive:0 whisper_mediaActive:0 startMedia:0 offhook:0 ringing:0 reset:0 reset_sent:0 paging 0 debug:0 caps:8 privacy:0

IP:10.4.188.99 * 50007 Telecaster 7940  keepalive 8424 max_line 2 available_line 2

button 1: cw:1 ccw:(0 0)

  dn 6  number 6006 CH1   IDLE         CH2   IDLE         overlay shared

button 2: cw:1 ccw:(0 0 0 0 0 0 0 0)

  dn 42 number 6042 CH1   IDLE         CH2   IDLE         CH3   IDLE         CH4   IDLE         CH5   IDLE         CH6   IDLE         CH7   IDLE         CH8   IDLE         shared

overlay 1: 6(6006) 7(6007) 8(6008)

Preferred Codec: g711ulaw

Lpcor Type: local Incoming: ephone_group1 Outgoing: ephone_group1

To display the log of ephones that unsuccessfully attempt to register with Cisco Unified CUCME, use the show ephone attempted-registrations command in privileged EXEC mode.

Router# show ephone attempted-registrationsAttempting Mac address:Num    Mac Address         DateTime                          DeviceType-----------------------------------------------------------------------------1      C863.8475.5417      22:52:05 UTC Thu Apr 28 2005      SCCP Gateway (AN) 2      C863.8475.5408      22:52:05 UTC Thu Apr 28 2005      SCCP Gateway (AN) .....25     000D.28D7.7222      22:26:32 UTC Thu Apr 28 2005      Telecaster 7960 26     000D.BDB7.A9EA      22:25:59 UTC Thu Apr 28 2005      Telecaster 7960 ...47     C863.94A8.D40F      22:52:17 UTC Thu Apr 28 2005      SCCP Gateway (AN) 48     C863.94A8.D411      22:52:18 UTC Thu Apr 28 2005      SCCP Gateway (AN) 49     C863.94A8.D400      22:52:15 UTC Thu Apr 28 2005      SCCP Gateway (AN)

In case this is a phone replacement be apprised auto-registration is disabled to make sure we have done the ephone and ephone-dn configuration as per The Home Depot standard.

Different Type of Issues with SCCP Phones

Step 1. Not booting up/nothing in the display: Verify the switch port PoE configuration and compare it with a working port.

Step 2. Not getting IP address (stuck in configuring IP/getting wrong IP address/not getting TFTP Server IP).

1. Verify if DHCP is enabled on the phone from the settings menu
2. Check the switch port is configured with correct voice VLAN (check on the switch port the phone is connected to)

show run interface fast/gig x/x

show cdp neighbor detail

Step 3. Not registering even if the IP address is updated: 

1. Verify network connectivity between the CUCME and IP Phone.
2. debug ip tcp transaction.
3. The configuration of the CUCME, the Phone MAC address, phone type etc.
4. Are the Cisco phone firmware files required for each phone type installed in flash memory “show flash”
5. Verify if the phone requests/downloads correct configuration files using the following debugs.
6. debug tftp event/packet.
7. debug ephone register mac-address <MAC of the Phone>.

Step 4. Not registering with CUCME even after downloading configuration file: 

1. Verify if the TCP session to port 2000 is open from Skinny Client Control Protocol Phone.
2. Useful debugs
3. debug ip tcp transaction
4. debug tftp event/packet
5. debug ephone register mac-address <MAC of the Phone>

Note:Post any configuration change make sure you create a new configuration file using the command “create cnf-files” and do a write-memory.

SIP Phone Registration Issues

Use the show voice register statistics command to display statistics associated with the registration event.

Router# show voice register statisticsSample Output:Global statistics  Active registrations  : 2  Total SIP phones registered: 2  Total Registration Statistics    Registration requests  : 3    Registration success   : 2    Registration failed    : 1    unRegister requests    : 0    unRegister success     : 0    unRegister failed      : 0    Attempts to register     after last unregister        : 1     Last Register Request Time   : *11:42:31.783 UTC Wed Sep 16 2009     Last Unregister Request Time :     Register Success Time        : *11:11:56.707 UTC Wed Sep 16 2009     Unregister Success Time      : Register pool 1 statistics  Active registrations  : 1  Total SIP phones registered: 1  Total Registration Statistics    Registration requests  : 1    Registration success   : 1    Registration failed    : 0    unRegister requests    : 0    unRegister success     : 0    unRegister failed      : 0    Attempts to register     after last unregister        : 0     Last Register Request Time   : *11:11:54.615 UTC Wed Sep 16 2009     Last Unregister Request Time :     Register Success Time        : *11:11:54.623 UTC Wed Sep 16 2009     Unregister Success Time      : Register pool 2 statistics  Active registrations  : 1  Total SIP phones registered: 1  Total Registration Statistics    Registration requests  : 1    Registration success   : 1    Registration failed    : 0    unRegister requests    : 0    unRegister success     : 0    unRegister failed      : 0    Attempts to register     after last unregister        : 0     Last Register Request Time   : *11:11:56.707 UTC Wed Sep 16 2009     Last Unregister Request Time :     Register Success Time        : *11:11:56.707 UTC Wed Sep 16 2009     Unregister Success Time     

Use the show voice register all command to display configuration and registration information for Session Initiation Protocol phones in Cisco Unified CUCME.

Router# show voice register pool allPool Tag 5Config:Mac address is B4A4.E328.4698Type is 9971 addon 1 CKEMNumber list 1 : DN 2Number list 2 : DN 3Proxy Ip address is 0.0.0.0DTMF Relay is disabledCall Waiting is enabledDnD is disabledVideo is enabledCamera is enabledBusy trigger per button value is 0keep-conference is enabledregistration expires timer max is 200 and min is 60kpml signal is enabledLpcor Type is none

  

To display the details of phones that attempt to register with CUCME or Cisco Unified SRST and fail, use the show voice register pool attempted-registrations command in privileged EXEC mode.

Router# show voice register pool attempted-registrationsPhones that have attempted registrations and have failed: MAC address: 001b.535c.d410  IP address : 8.3.3.111  Attempts   : 5 Time of first attempt : *10:49:51.542 UTC Wed Oct 14 2009 Time of latest attempt: *10:50:00.886 UTC Wed Oct 14 2009 Reason for failure    :          No pool match for the registration request MAC address: 0015.c68e.6d13  IP address : 8.33.33.112  Attempts   : 4 Time of first attempt : *10:49:53.418 UTC Wed Oct 14 2009 Time of latest attempt: *10:50:00.434 UTC Wed Oct 14 2009 Reason for failure    :          No pool match for the registration request MAC address: 0009.43E9.0B35  IP address : 9.13.40.83  Attempts   : 1 Time of first attempt : *10:49:57.866 UTC Wed Oct 14 2009 Time of latest attempt: *10:49:57.866 UTC Wed Oct 14 2009 Reason for failure    :          No pool match for the registration request

For Session Initiation Protocol Phone, verify if the registrar server is enabled in the CUCME

In case this is a phone replacement be apprised auto-registration is disabled to make sure we have done the pool and dn configuration as per The Home Depot standard.

Different Type of Issues with SIP Phones

Step 1. Not booting up/nothing in the display: 

Verify the switch port PoE configuration and compare it with a working port.

Step 2. Not getting IP address (stuck in configuring IP)/getting wrong IP address/not getting TFTP Server IP: 

1. Verify if DHCP is enabled on the phone from the settings menu.
2. Check the switch port is configured with correct voice VLAN (check on the switch port the phone is connected to).

show run interface fast/gig x/x

show cdp neighbor detail

Step 3. Not registering even if the IP address is updated: 

1. Verify network connectivity between the CUCME and IP Phone.
2. debug ip tcp transaction.
3. The configuration of the CUCME, the Phone MAC address, phone type etc.
4. Are the Cisco phone firmware files required for each phone type installed in flash memory show flash.
5. Verify if the phone requests/downloads correct configuration files using the following debugs.
6. debug tftp event/packet.

Step 4. Do not register with CUCME even after the configuration file is downloaded: 

1. Verify if the TCP session to port 5060 is open from Session Initiation Protocol Phone.
2. The Register SIP messages are coming in from the Phone.
3. debug ccsip message.
4. debug voice register error.
5. debug voice register event.

Note: Post any configuration change make sure you create a new configuration file using the command create profile and do a write-memory.