Tips for Troubleshooting Your Cisco TelePresence Meeting (Systems That Use an IP Phone for Call Control Only)

Revised: March 2012, OL-13674-07

Contents

This chapter contains tips to help you manage and troubleshoot your Cisco TelePresence System (CTS):

Improving Call Quality

If you notice that the audio or video quality of your CTS call is not what you expected:

Step 1 Touch the Hold button, wait a few moments, and then touch Resume as shown in Figure 8-1.

Figure 8-1 Placing a Cisco TelePresence Call on Hold

 

 

 

 

Step 2 If this does not improve the audio or video, or if you have any other problem during the meeting, contact Live Desk for more help. See Reporting a Problem During a CTS Meeting.

 

Reconnecting Dropped Calls

If your call is dropped, initiate the meeting again by locating and touching the name of your meeting on the CTS Cisco Unified IP phone.

If your meeting is no longer listed on the CTS Cisco Unified IP phone, reconnect using one of the following methods:

1. Dial the Cisco TelePresence room phone number with which you wish to connect.

2. Touch SpdDial or touch the directory icon to dial from a directory.

3. Touch Redial to dial the last dialed number.

The Cisco TelePresence phone screen changes to indicate that a call is being placed. Touch End Call to hang up.

Reporting a Problem During a CTS Meeting

The Problem softkey allows you to report a problem on the system. Figure 8-2 shows example problem reports.

Tip Cisco supports single and multiple problem requests without negatively affecting system performance but we recommend that you end all calls before touching the Problem softkey.

To report a problem, follow these steps from the Cisco TelePresence System home screen on the Cisco Unified IP Phone:

Step 1 Touch the more softkey.

Step 2 Touch the Info softkey.

Step 3 Touch the Problem softkey.

Step 4 Touch the Report softkey to display the Report types.

Step 5 Choose a Report type from the list and touch Submit .

Step 6 Touch the Exit softkey while the report is being submitted.

Figure 8-2 Reporting a Problem

 

 

 

 

Contacting the Live Desk

The Live Desk is a person who is assigned to a Cisco TelePresence endpoint to assist you with problems that may occur during a meeting.

To connect to the Live Desk:

Step 1 Touch the Live Desk softkey. Your call is immediately connected.

If Live Desk has not been assigned to your Cisco TelePresence endpoint, the following message is displayed on your phone screen:

“There is no Live Desk number configured.”Figure 8-3 shows Live Desk options and messages.

Step 2 If you receive this message, contact your Cisco TelePresence System Administrator to have Live Desk assigned to your system.

Figure 8-3 Calling the Live Desk

 

 

How to Configure Favorites and Directory

This section contains the following information:

Configuring Favorites

End-users can easily log in to the Cisco Personal Communications Assistant (if installed) and then choose User Options from the menu bar to navigate to User Options. When logged in and viewing User Options, you can access a User Guide, change the locale for the windows, and access additional configuration options from the Related Links drop-down list, including speed dials, phone services, and line-specific options (call forwarding, message-waiting indicators, and ring patterns).

To access phone-specific features, users must select a device after logging in (User Options > Device). When a device is selected, the user can.

To manage your Speed-Dials (Favorites):

Step 1 Log in to the Cisco Unified CM User Options page, as shown in Figure 8-4.

Figure 8-4 Cisco Unified CM User Options Log In

 

 

Step 2 Click User Options and select Device, as shown in Figure 8-5. The Device Configuration page appears, as shown in Figure 8-6.

Figure 8-5 User Options > Device

 

 

Step 3 In the Device box, click the Name drop down menu and select the phone for which you would like to create, modify, or delete speed dials, as shown in Figure 8-6. The model name will appear in the Description field, as shown in Figure 8-7.

Figure 8-6 Device Configuration

 

Figure 8-7 Device Description

 

 

Step 4 Click Save.

Step 5 Click Speed Dials. The Speed Dial and Abbreviated Dial Configuration page appears, as shown in Figure 8-8.

Figure 8-8 Speed Dial and Abbreviated Dial Configuration

 

 

Step 6 In the Speed Dial Settings Number field, enter the Cisco TelePresence phone numbers (for example, 84243737). See Figure 8-8.

Step 7 In the Speed Dial Settings Label and ASCII Label fields, enter a name or friendly name. These can be a combination of letters or numbers. Hyphens and spaces are ok, but do not use any special characters (for example, % @ ! $). See Figure 8-8.

Step 8 Click Save when you are done. Once you save, the phone will reboot for the changes to take effect. This will take a few minutes.

Note Do not click Reset. Doing so will cause the phone to reset and the phone could take 10 to 30 minutes to come back up.

Your phone screens will appear like this while the phone is rebooting:

Figure 8-9 Phone Screens Rebooting

 

 

 

Your Favorites will now appear on the Favorites list, as shown in Figure 8-10. Simply scroll to the entry you want to call and touch Dial.

Figure 8-10 Favorites List on the Phone

 

 

Go to Favorites: Speed Dialing for information about making a call using Favorites.

 

Configuring the Directory

For information about configuring the Corporate and Personal Directories (Directory) from Cisco Unified Communications Manager, contact your Cisco Administrator. Administrators use information in the Managing Cisco Unified IP Phone Features chapter of the Cisco Unified Communications Manager Configuration Guide for the Cisco TelePresence System to configure the Directory.