Headset and Accessories Management

Headset and Accessories Management Overview

Headset and Accessories Management enhances your Cisco headset deployment, letting administrators manage headset serviceability from Cisco Unified Communications Manager. From Cisco Unified CM Administration, administrators can:

  • Remotely configure headset settings such as wireless power range, audio bandwidth, and Bluetooth on/off.

  • Define and control the headsets or accessories firmware.

  • Get a detailed inventory of all the headsets and accessories in your deployment.

  • Diagnose and troubleshoot headsets with Remote PRT, headset metrics in Call Management Records (CMR), and alarms.

Feature Compatibility for Headset and Accessories Management

Cisco Headset and Accessories Management is supported in Unified Communications Manager from the following releases:

  • Release 12.5(1)SU4 for 12.x releases

Along with the Unified Communications Manager version, feature support is dependent on the firmware versions of Cisco Headsets and Accessories, Cisco IP Phone, and Cisco Jabber. The following table lists the available headset and accessories management features depending on the headset or accessories, phone, and Unified Communications Manager versions you use.


Note
The Cisco Headset and Accessories Management feature is not supported in 12.0(x) or 12.5(1). For earlier versions, you may have a limited support for sending headset and accessories configuration templates for IP phones manually via the defaultheadsetconfig.json configuration file and TFTP. Refer to your headset Administration Guide for details.
Table 1. Headset Serviceability Features for Cisco IP Phones

Serviceability Feature

Unified CM 12.5(1) or earlier + Phone Firmware 12.1(1) or earlier

Unified CM 12.5(1)SU1 and above** + Phone Firmware 12.1(1) or earlier

Unified CM 12.5(1) or earlier + Phone Firmware 12.5(1)

Unified CM 12.5(1)SU1 and above** + Phone Firmware 12.5(1)

Unified CM 12.5(1) or earlier + Phone Firmware 12.5(1)SR3

Unified CM 12.5(1)SU1 and above** + Phone Firmware 12.5(1)SR3

Manual Remote Configuration

—

—

X

N/A

X

—

Headset Firmware Upgrade on Unified CM

—

—

—

—

—

X

Remote Headset and Accessories Configuration on Unified CM

—

—

—

—

—

X

Headset and Accessories inventory on Unified CM

—

—

—

—

—

X*

Configuration Reset on the phone UI

—

—

—

—

X

X

Headset Call Management Records (CMR)

—

—

—

—

—

X*

  • * This feature is only available on headsets with Headset Firmware 1.5 or later.

  • **This feature is not supported in the 12.0.x and 12.5(1) releases.

  • N/A When you upgrade to Unified CM 12.5(1) or higher from an earlier version, most Cisco IP Phones will upgrade automatically to Phone Firmware 12.5(1)SR3 or higher versions.

Table 2. Headset Serviceability Features for Cisco Jabber

Serviceability Feature

Unified CM 12.5(1) or earlier + Jabber version 12.5(1) or earlier

Unified CM 12.5(1)SU1 and above** + Jabber version 12.5(1) or earlier

Unified CM 12.5(1) or earlier + Jabber version 12.6(1)

Unified CM 12.5(1) and above** + Jabber version 12.6(1)

Unified CM 12.5(1) or earlier + Jabber version 12.6(1)MR

Unified CM 12.5(1) and above** + Jabber version 12.6(1)MR

Headset Firmware Upgrade through Unified CM

—

—

—

—

—

X

Remote Headset and Accessories configuration through Unified CM

—

—

—

X

—

X

Headset and Accessories inventory on Unified CM

—

—

—

X*

—

X*

Local configuration reset

—

—

—

—

X

X

Local UI configuration

—

—

X

X

X

X

Local Headset and Accessories version display

—

—

—

—

X

X

  • * This feature can only detect headsets with Headset Firmware 1.5 or later.

  • **This feature is not supported in the 12.0.x and 12.5(1) releases.

Third-Party Headset and Accessories Support

If you are deploying third-party headsets or accessories, Unified Communications Manager supports headset and accessories inventory management with limited information for the third-party headsets or accessories right from the Cisco Unified CM Administration interface. Unified Communications Manager does not support headset or accessories configuration templates, firmware, diagnostics, and headset CMRs for third-party headsets.

Workflow: Configure Headset Serviceability

Use the following workflow to guide you through the setup of your Cisco Headset Serviceability feature.

After you complete this workflow, you can configure headset or accessories settings, maintain headset or accessories latest firmware loads, headset or accessories association to users, enable headset-based Extension Mobility, and maintain inventory.

Procedure

  Command or Action Purpose

Step 1

Activate Cisco Headset Service

Turn on Cisco Headset Service in Cisco Unified Serviceability.

Step 2

Prepare Your Headset COP Files

Make sure you install and upgrade the latest headset/accessories firmware using a COP file.

Step 3

Configure User Profiles for Headset Users

If you haven't yet configured User Profiles, use this procedure to set up profiles for your users. If all User Profiles are configured, you can skip this task.

Step 4

Apply User Profiles to End Users

Assign User Profiles to your end users. If you've already assigned User Profiles, you can skip this task.

Step 5

Configure a Headset and Accessories Template

Configure default settings and firmware for a Cisco headset and accessories template. Associate User Profiles to the template such that users whom use that User Profile are assigned to this headset and accessories template.

Step 6

View Headset and Accessories Inventory

Check that you can see your deployed headset and accessories inventory through the Cisco Unified CM interface.

Activate Cisco Headset Service

Before you can begin administering Cisco Headsets and Accessories through the Cisco Unified CM Administration interface, turn on Cisco Headset Service in Cisco Unified Communications Manager Serviceability.

Note

Cisco Headset service should be activated on all the Unified Communications Manager nodes wherever Cisco CallManager service is already running. Ensure that you activate the Cisco Headset service on the Unified Communications Manager nodes where you want to administer headsets or accessories using the Cisco Unified CM Administration interface. The Cisco CallManager service will be automatically activated when you enable the Cisco Headset service. Deactivate the Cisco CallManager service if you do not need it.

Procedure

Step 1

From Cisco Unified CM Administration, navigate to Cisco Unified Serviceability and click Go.

Step 2

Select Tools > Service Activation.

Step 3

Check the Cisco Headset Service check box from the CM Services section and select Save.

What to do next

Prepare your Headset COP Files.

Prepare Your Headset COP Files

You can install and upgrade the latest headset firmware using a COP file. A headset COP file contains all the firmware versions of different headset or accessories models along with their configuration data.


Note

Ensure that the Cisco Headset service is up and running before the COP file is installed.

Ensure that the headset COP file is installed on all nodes of Unified Communications Manager.

  1. Install or upgrade the COP file to the Unified Communications Manager system before you can start using your Cisco headsets or accessories.

When you connect your headset or accessories to the endpoints, the headset and accessories template configuration changes are applied. If you make any updates to the headset and accessories template configurations on Unified Communications Manager, the endpoints apply these configuration updates on the connected headsets or accessories.

All configuration updates depend on the version of the headset and accessories template in the COP file. If the headset and accessories template version is higher in the latest COP file, the configuration file on Unified Communications Manager is updated. If the configuration file in the COP file is upgraded, the headset and accessories template version in Unified Communications Manager is updated irrespective of the version of the template and vice versa. The following list shows the various template version update scenarios after a COP file upgrade:

  • If the Unified Communications Manager is currently installed with the headset and accessories template version 1-10 and you upgrade your Unified Communications Manager server that has headset and accessories template version 1-12, then the chosen headset and accessories template version is 1-12. Unified Communications Manager opts for the higher headset and accessories template version.

  • If the Unified Communications Manager is currently installed with the headset and accessories template version 1-10 and you upgrade your Unified Communications Manager server that has headset and accessories template version 1-9, then the chosen headset and accessories template version is 1-10. Unified Communications Manager opts for the higher headset and accessories template version.

  • If the Unified Communications Manager is currently installed with the headset and accessories template version 1-10 and you install a COP file that has headset and accessories template version 1-12, then the chosen headset and accessories template version is 1-12. Headset and accessories template installed with the COP files is the preferred option.

  • If the Unified Communications Manager is currently installed with the headset and accessories template version 1-10 and you install a COP file that has headset and accessories template version 1-9, then the chosen headset and accessories template version is 1-9. Headset and accessories template installed with the COP files is the preferred option.

  • If you had a COP file installed that has headset and accessories template version 1-12 and you upgrade your Unified Communications Manager server having headset and accessories template version 1-10, then the chosen headset and accessories template version is 1-12. Unified Communications Manager opts for the higher headset and accessories template version.

Configure User Profiles for Headset Users

If you haven't yet configured User Profiles for your users, use this procedure to set up profiles. Your headset and accessories templates will be assigned to users via their User Profile. If you've already configured User Profiles, you can skip this task.

Note
Configure multiple User Profiles for different groups of users as per your deployment needs. By default, all User Profiles get assigned to the System default headset template. You can assign them to customized templates when you configure your headset and accessories template.

Procedure

Step 1

From Cisco Unified CM Administration, choose User Management > User Settings > User Profile.

Step 2

Click Add New.

Step 3

Enter a Name and Description for the user profile.

Step 4

Assign a Universal Device Template to apply to users' Desk Phones, Mobile and Desktop Devices, and Remote Destination/Device Profiles.

Step 5

Assign a Universal Line Template to apply to the phone lines for users in this user profile.

Step 6

If you want the users in this user profile to be able to use the self-provisioning feature to provision their own phones, do the following:

  1. Check the Allow End User to Provision their own phones check box.

  2. In the Limit Provisioning once End User has this many phones field, enter a maximum number of phones the user is allowed to provision. The maximum is 20.

Step 7

If you want Cisco Jabber users associated with this user profile to be able to use the Mobile and Remote Access feature, check the Enable Mobile and Remote Access check box.

Note

 
By default, this check box is selected. When you uncheck this check box, the Jabber Policies section is disabled and No Service client policy option is selected by default.

Note

 
This setting is mandatory only for Cisco Jabber users. Non-Jabber users do not need this setting to be able to use Mobile and Remote Access. The Mobile and Remote Access feature is applicable only for Jabber Mobile and Remote Access users and not to any other endpoints or clients.

Step 8

Assign the Jabber policies for this user profile. From the Jabber Desktop Client Policy, and Jabber Mobile Client Policy drop-down list, choose one of the following options:

  • No Service—This policy disables access to all Cisco Jabber services.
  • IM & Presence only—This policy enables only instant messaging and presence capabilities.
  • IM & Presence, Voice and Video calls—This policy enables instant messaging, presence, voicemail, and conferencing capabilities for all users with audio or video devices. This is the default option.

Note

 
Jabber desktop client includes Cisco Jabber for Windows users and Cisco Jabber for Mac users. Jabber mobile client includes Cisco Jabber for iPad and iPhone users and Cisco Jabber for Android users.

Step 9

If you want the users in this user profile to set the maximum login time for Extension Mobility or Extension Mobility Cross Cluster through the Cisco Unified Communications Self Care Portal, check the Allow End User to set their Extension Mobility maximum login time check box.

Note

 
By default Allow End User to set their Extension Mobility maximum login time check box is unchecked.

Step 10

Click Save.

Apply User Profiles to End Users

Associate your users to the User Profiles that you've created. The User Profile must be associated with the end user, and the MAC of the device must be added under the controlled devices to apply the headset and accessories template configuration changes.

Note
If you've already assigned all users to the appropriate User Profiles, you can skip this task.

Procedure

Step 1

To add a new end user to the Unified Communications Manager database manually, perform the following:

  1. In Cisco Unified CM Administration, choose User Management > End User.

  2. Click Add New.

  3. Enter the User ID and Last name.

  4. Choose the User Rank from the drop-down list.

  5. Complete the fields in the End User Configuration window. For field descriptions, see the online help.

  6. Click Save.

Step 2

To associate the end user with the device, perform the following:

  1. In Cisco Unified CM Administration, choose Device > Phone.

  2. Select the Cisco IP Phone or device.

  3. Under Device Information, select User as the Owner and select the Owner User ID.

  4. Click Save and Apply Config for the configuration changes to take effect.

Headset and Accessories Template Management

You can assign headset and accessories templates to user profiles in Cisco Unified Communications Manager to configure default headset settings for your users. The headset and accessories template provides the option to associate User Profiles. Unified Communications Manager supports the following types of headset and accessories templates:

Standard Default Headset Configuration Template

This is the system default template that contains the factory default settings for all headset and accessories model series. This template contains the headset or accessories settings supported by the latest headset or accessories firmware installed on your system for all your headset or accessories model series. You cannot edit the default settings though you can change the profile configuration setting.


Note
The Standard Default Headset Configuration template is created only when the Cisco Headset Service is activated in the Cisco Unified Serviceability user interface.

By default, all User Profiles are associated to the standard headset template unless the administrator associates these user profiles to any of the custom defined headset templates. You can make copies of the standard default headset template to create custom template with customized values of the parameters including the headset or accessories firmware version.

System Generated Custom Headset Template

For some earlier releases that did not support the full Cisco Headset Serviceability feature, administrators could configure and deploy headset and accessories templates manually via the defaultheadsetconfig.json configuration file and TFTP. If you used this method on a previous release, and then upgrade to this release, the config file is converted to the System Generated Custom Headset Template and displays in the Headset and Accessories Configuration Template window. Following the upgrade, users and devices that used the config file are associated to this custom template.

Custom Headset Configuration Template

From Cisco Unified CM Administration, use the Device > Headset and Accessories > Headset and Accessories Template window to customize headset and accessories templates as per your deployment needs. You can assign different headset parameters to different models in the same template. You can also assign different firmware loads to different headset or accessories models. The custom headset or accessories settings can be assigned to specific sets of users by associating the User Profile(s) to the Custom Headset Template.

Table 3. Headset and Accessories Configuration Template Settings

Field

Description

Headset and Accessories Template Configuration

Name

Enter a unique name to identify the headset and accessories template.

Description

Enter a description that identifies use of the template.

Model and Firmware Settings

Choose Model Series

Choose any supported headset or accessories model that offers reliable, high-quality sound for your device.

Add

For a standard template, you can view the default pre-defined firmware versions and settings of the headset or accessories models. You cannot edit the default values.

For customized templates, click Add to add a new headset or accessories model and corresponding settings. You cannot add another existing headset or accessories model in the same template. You can add different headset or accessories models in a customized template; however, you can only use one firmware per headset or accessories model. For more information on headset parameters, see the "Headset Configuration Parameters" table below.

For Standard Default Headset Template Configuration, you can only edit settings by installing a headset COP file.

Firmware

Select the required firmware version.

  • Remain on current version—Choose this option if you want the headset or accessories to remain on the existing firmware version (that is, the headset or accessories firmware version is not upgraded to the latest firmware version on the system).

  • Latest—Choose this option if you want to upgrade the headset or accessories firmware version to the latest firmware version on the system.

Delete

For customized templates, click Delete to remove the headset or accessories model from the headset and accessories template.

Profile Configuration

Available User Profiles

Lists the configured User Profiles that are available to use with this headset and accessories template.

To associate a User Profile to this template, select the profile and click the down arrow to move the template to Assigned User Profiles.

Note

 
By default, all User Profiles get assigned to the Standard Default Headset Configuration Template. To associate a User Profile to a different template, create the new template and assign the User Profile to the new template.

Assigned User Profiles

Lists the User Profiles that will use this headset and accessories configuration template. For users assigned to this profile, the settings in this headset and accessories configuration template are applied to their Cisco headsets and accessories during registration.

Click the arrows to add new User Profiles from the Available User Profiles list.

The following table describes the parameters in each headset and accessories template.


Note
On-premises and multiplatform headset serviceability features are unavailable through an RJ-9 connection.
Table 4. Cisco Headset 500 Series Parameters

Parameter

Range

Default

Notes

Speaker Volume

0 – 15

7

Controls the level of sound in the headset. 0 is very low while 15 is loud.

Configure this setting based on the ambient noise in the office environment.

Microphone Gain

Softer – Louder

Default

Gain controls how loud the user sounds to other people on the call. Softer means users sound quiet while Louder means users sound much louder.

Configure this setting based on the ambient noise in the office environment.

Sidetone

Off – High

Low

Controls how much of a user's own voice they can hear through their headset.Off turns off the sidetone while High means that users receive much more feedback from their headset microphones.

Equalizer

Warmest – Brightest

Default

Controls the Equalizer settings. Warmer settings mean users hear more bass in their headsets, while a brighter setting means users hear more treble.

Audio Bandwidth

Wide Band, Narrow Band

Wide Band

Controls the Digital Enhanced cordless Telecommunications (DECT) codec in the Cisco Headset 560 Series.

In a dense DECT environment, set the field to Narrow Band to limit the Cisco Headset 560 Series to the G.727 codec.

Bluetooth

On, Off

On

Controls the use of Bluetooth on the Cisco Headset 560 Series with Multibase. When this parameter is set to Off, the base deletes all devices paired with it.

Conference

On, Off

On

Controls the use of the conferencing feature on the Cisco Headset 560 Series. Conferencing allows up to three guest headsets to pair with the same base at once.

See Cisco Headset 500 Series User Guide for more information on conferencing.

Firmware Source

Allow from UCM or Cisco Cloud (firmware will upgrade only), Restrict to UCM only (firmware may upgrade or downgrade)

Allow from UCM or Cisco Cloud

Controls the headset's firmware upgrade source.

By default, users can upgrade their headset through a devices and software connected to Unified CM or through a cloud-connected device or software. You can restrict your headsets to only accept firmware changes through a Unified CM source.

DECT Radio Range

Autorange, Medium Range, Short Range

Medium Range

Controls the maximum distance between the Cisco Headset 560 Series and its base.

By default, the bases have a DECT range of over 330 feet (100 meters) in ideal conditions. If you configure the DECT radio range to Medium Range or Short Range, the headset base consumes less power but users can't move as far from the base while on a call. Configure DECT radio range to Short Range for high density headset deployment.

For more detailed information on DECT deployment, refer to the white paper on Cisco Headset deployment, How to Deploy DECT at Work for the Cisco Headset 560 Series.

Headset dock behavior

On, Off

On

Controls how the Cisco Headset 560 Series behaves if you lift the headset off the base when you have an incoming call.

Configure a Headset and Accessories Template

Use this procedure to configure a headset and accessories template with customized settings that you can apply to Cisco Headsets and Accessories. You can create a customized template or use the system-defined Standard Default Headset Template.

Note
The Standard Default Headset Configuration Template is a system-defined template. You can assign new User Profiles to the Standard Default Headset Template but you can't edit the template. By default, all user profiles are assigned to this template. To disassociate a user profile from this template, you must assign the profile to a new template.

Procedure

Step 1

From Cisco Unified CM Administration, choose Device > Headset and Accessories > Headset and Accessories Template.

Step 2

Do either of the following:

  • To edit an existing template, select the template.
  • To create a new template, select any existing template and click Copy. The existing settings are applied to your new template.

Step 3

Add a Name and Description for the template.

Step 4

Under Model and Firmware Settings, assign any customized headset or accessories settings that you want to apply to this template. To add a new setting, click the Add button and configure the settings.

Step 5

Use the up and down arrows to move the User Profiles that you want to assign to this template to the Assigned Uers Profiles list box. All users whom are assigned to those profiles will also be assigned to this headset and accessories template.

Step 6

Click Save.

Step 7

Use the Set to Default button to return to the default template settings.

Step 8

Click Apply Config.

For a Standard Default Headset Configuration Template, the Apply Config button takes effect for the following:

  • Devices owned by users you added to the Assigned User Profile list

  • Anonymous devices

For a Customized Headset Configuration Template, the Apply Config button takes effect only for devices owned by users you added to the Assigned User Profiles list.

Firmware Management

Most phones and devices connected to the Unified Communications Manager support the Cisco Headset 500 Series and Cisco Headset 700 Series. Install the latest phone firmware release and device package before connecting your headset or accessories to a phone. When the headset or accessories first connects, it downloads the required firmware and begins the upgrade process.

For a given headset or accessories model, the following two firmware options are supported:

  • Remain on current version—Choose this option if you want the headset or accessories to remain on the existing firmware version (that is, the headset or accessories firmware version is not upgraded to the latest system firmware version).

  • Latest—Choose this option to upgrade or downgrade the headset or accessories. The system installs and runs the chosen software, even if that firmware is an older release from what the headset or accessories currently has.

    For example, if you choose 1-5-1-10 as the latest, that firmware will be installed on the headset or accessories regardless of whether the headset or accessories currently has 1-5-1-9 or 1-5-1-11.

Firmware Considerations

  • Users assigned to the standard headset template will always receive the latest headset or accessories firmware and settings.

  • Settings shown in the Headset Template Configuration (both Standard and Custom) are always set to the Latest firmware for all headset and accessories model series.

Headset and Accessories Inventory Management

Cisco IP Phones send headset and accessories inventory data to Unified Communications Manager whenever the headset and accessories are in a connected or disconnected state. Unified Communications Manager stores the inventory data so you can generate an Inventory Summary Report or Custom Inventory Report for all headsets and accessories deployed in this server.

Report information includes: headset or accessories serial and model number, docking station details, firmware, configuration templates used, vendor details, and headset or accessories connection status to devices.

Headset and Accessories Inventory

From Cisco Unified CM Administration, use the Device > Headset and Accessories > Headset and Accessories Inventory window to view a full list of all headsets and accessories that are deployed on your server. You can use this information to generate reports for all deployed headsets and accessories. If you click the Serial Number of the device, you can view details of individual headsets and accessories in a pop-up window.

Table 5. Headset and Accessories Inventory Settings

Field

Description

Serial Number

Serial Number of the headsets or accessories. This number is unique for every individual headset or accessories.

Note

 
For non-Cisco headsets or accessories, the Device Name is used as the Serial Number. Using the same non-Cisco headset or accessories with multiple phones creates duplicate headsets or accessories records.

Note

 
For information on how to locate the Serial Number for a specific headset or accessories, see the Headset Administration Guide for that headset or accessories model.

Model

Model number of the headset or accessories.

Vendor

Displays vendor details.

Type

Indicates the type of headset connection: Wired, DECT Wireless, or Unknown.

Firmware

Displays the most current firmware load of the headset or accessories.

User

Displays information of the end user using the phone or device.

Attached Phone Owner User ID

Displays information of the end user using the phone or device. The field is blank when there are no headsets or accessories associated.

Headset/Accessories Owner

Displays the end user information associated with the Serial Number of the headset or accessories.

Template

Display the name of the headset or accessories configuration template.

Status (since)

Displays the status of the headset or accessories activities. It can be: Connected or Disconnected.

Dock Model

Displays the type of docking model station.

Device Name

Name of the device to which the headset or accessories are connected to.

Device Model

Displays the Cisco IP Phone or Cisco Jabber model number. For example, CP-8865 is a Cisco IP Phone model. CSF is a device type for either Cisco Jabber for Mac or Cisco Jabber for Windows.

Software Version

Displays the latest version of the software used. It can be a phone firmware or a Jabber software version.

Headset/Accessories Age (days)

Displays the age of the headset or accessories. If the record is deleted, the headset or accessories age is reset.

Headset and Accessories Inventory Download


Important

This section is applicable from Release 12.5(1)SU4 and Release 14 onwards.

In Cisco Unified Communications Manager Administration, under Headset and Accessories > Headset and Accessories Inventory menu path, select Headset and Accessories Inventory Download from the Related Links drop-down list to download detailed information of the headsets and accessories in the CSV File Format.

You can use this information to analyze data for use cases such as tracking the headsets and accessories usage, third-party headsets in your deployment, and Refresh headsets.

Headset and Accessories Inventory Management Task Flow

Procedure

  Command or Action Purpose

Step 1

View Headset and Accessories Inventory

Lists headsets and accessories deployed on the server.

Step 2

Associate Phone Owner as Headset or Accessories Owner

Associates headsets or accessories to the users.

View Headset and Accessories Inventory

You can view a full list of all headsets and accessories deployed on your server. You can use this information to generate reports for all deployed headsets and accessories.
Procedure

Step 1

From Cisco Unified CM Administration, choose Device > Headset and Accessories > Headset and Accessories Inventory.

Step 2

Do either of the following:

  • Select Find to see a full list of headsets deployed on your server.
  • Enter a one or more search criteria into the search box and select Find.

Associate Phone Owner as Headset or Accessories Owner

Use this procedure to associate bulk headsets or accessories to the user.

Procedure

Step 1

From Cisco Unified CM Administration, choose Device > Headset and Accessories > Headset and Accessories Inventory.

Step 2

Click Find to view a full list of headsets or accessories deployed on the server.

Step 3

Click Select All or choose the required Serial Numbers and click Associate Phone Owner as Headset/Accessories Owner to associate headsets or accessories to the user.

Note

 

You can’t associate headsets or accessories when they are already associated or doesn’t have phone owners to associate with. The headset or accessories association is visible in the “Headset/Accessories Owner” column after the page reloads.

You can associate a maximum of only 15 headsets or accessories to a specific user. Once the maximum limit is reached for a specific user, the remaining headsets or accessories aren’t associated, and an error is displayed.

Step 4

(Optional) Select the required Serial Numbers and click Disassociate Headset /Accessories Owner to dissociate the headset or accessories serial number from the selected user.

Note

 

You can’t disassociate headsets or accessories if it’s not associated with the headset or accessories owner.

Step 5

(Optional) To view end user configuration and headset or accessories association details, click the Username link in the Attached Phone Owner User ID or Headset/Accessories Owner column.

Note

 

The End User Configuration window displays the headset or accessories association and disassociation details.

Headset and Accessories Inventory Summary

Headset and Accessories Inventory by Model

From Cisco Unified CM Administration, you can use the Device > Headset and Accessories > Headset and Accessories Inventory Summary window to view an aggregate summary of your deployed headsets and accessories in the Headset and Accessories Inventory Summary window.

Field

Description

Headset/Accessories Model

The headset or accessories model number.

Quantity

Lists the number of headsets or accessories for each model type in your deployment.

Note

 

Click the link in the Quantity column to navigate to the detailed Headset and Accessories Inventory page, filtered by model type.

Headset and Accessories Inventory by Status

Click the hyperlinks in the Headset/Accessories Model, Active, Inactive, or Unassigned columns to navigate to the detailed Headset and Accessories Inventory page for each status.

Field

Description

Headset/Accessories Model

The headset or accessories model number.

Active

The headset or accessories has connected within the last 30 days.

Inactive

The headset or accessories hasn't connected in the last 30 days.

Unassigned

The user ID doesn't exist in the system or the inventory record doesn't have a user ID mapping.

Get an Aggregate Summary of Your Deployed Headsets and Accessories

You can view an aggregate summary of your deployed headsets and accessories in the Headset and Accessories Inventory Summary window.

Procedure

In Cisco Unified CM Administration, select Device > Headset and Accessories > Headset and Accessories Inventory Summary.

You can view a breakdown of headset and accessories inventory by model or by headset and accessories status.

Headset and Accessories Troubleshooting and Diagnostics

You can configure Unified Communications Manager or Cisco Unified Real-Time Monitoring Tool (RTMT) to collect Problem Report Tool (PRT) logs for headsets or accessories connected to Cisco IP Phones. The PRT includes data on call quality, codecs used, audio settings, wireless settings, and alert logs.

Unified Communications Manager stores the call diagnostics details for Headsets and Accessories. Cisco IP Phones send headset or accessories diagnostics data in Headset-Stat header either in a BYE message or a 200 OK response to BYE message to update the CMRs in Unified Communications Manager.

Cisco IP Phones share the headset and accessories diagnostics data with Unified Communications Manager and this information is stored in the following fields in the CMR record:

  • SN—Serial number of the headset or accessories.

  • Metrics—Headset and accessories metrics such as RSSI frame errors, connection drop reason, beacon moves, audio settings, and DECT bandwidth.

For detailed information on how to export and view CMR records, see the Call Reporting and Billing Administration Guide for Cisco Unified Communications Manager.


Note
Headset CMR records apply to Cisco Headset 500 Series, but not to 700 Series.

Generate PRT for Endpoints on Unified CM

Use this procedure to trigger the Problem Reporting Tool (PRT) on the endpoints.

Procedure

Step 1

From Cisco Unified CM Administration, choose Device > Phone.

Step 2

Click Find and select one or more phones that the headset connects to.

Step 3

Click Generate PRT for Selected to collect PRT logs for the headsets used by the selected phones.

Step 4

Click Save.

Cisco Unified Communications Manager sends SIP Notify messages to remotely trigger the log collection on the phone and upload it to the log server configured in the “Customer support upload URL” parameter.

Generate PRT for Endpoints on RTMT

Devices or endpoints generate alarms for each critical event for diagnostics and troubleshooting. These alarms are generated using the Problem Reporting Tool (PRT) available in the Trace Collection menu or the Device Monitoring menu of the Cisco Unified Real-Time Monitoring Tool (RTMT) user interface.

Procedure

Step 1

Open the Trace and Log Central options.

Step 2

In the Trace & Log Central tree hierarchy, choose Generate PRT.

The Generate PRT wizard appears.

Step 3

Enter the Device name as configured in the Find and List Phones page in the Cisco Unified CM Administration user interface.

Step 4

Click Generate PRT.

The generated report is uploaded at the Customer support upload URL. The download option is available only if the Customer support upload URL parameter is configured at the Enterprise, Profile, or Device level in the Cisco Unified CM Administration user interface.

Note

 

Check the Customer support upload URL parameter in the Enterprise, Profile, or Device level configuration page settings. Else, PRT generation fails.