Maintenance

Basic Reset

Performing a basic reset of a Cisco IP Phone provides a way to recover when the phone experiences an error. The reset provides a way to reset or restore various configuration and security settings.

The following table 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 applicable for your situation.

Table 1. Basic Reset Methods

Operation

Action

Explanation

Restart phone

Press Services, Applications , or Directories and then press **#**.

Press Settings and choose Device Administration > Restart.

Resets any user and network setup changes that you have made, but that the phone has not written to its Flash memory, to previously saved settings, then restarts the phone.

Reset settings

Press Settings and choose Device Administration > Factory Reset.

Restores phone configuration or settings to factory default.

To reset settings, press Applications > Admin Settings > Custom Reset.

Restores phone configuration or settings to noncustomized default.

Factory Reset the Phone with the Keypad

Use these steps to reset the phone to factory default settings using the phone keypad.

Before you begin

You must know if your phone is an original hardware release or if the hardware has been updated and re-released.

Procedure

Step 1

Unplug the phone:

  • If using PoE, unplug the LAN cable.
  • If using the power cube, unplug the power cube.

Step 2

Wait 5 seconds.

Step 3

On earlier hardware versions, the Mute button lights up. Wait for the Mute button to turn off.

Perform Reset All Settings from Phone Menu

To perform a factory reset of a phone,

Procedure

Step 1

Press Applications.

Step 2

Choose Admin Settings > Reset Settings > All.

If required, unlock the phone options.

Perform Factory Reset from Phone Menu

Procedure

Step 1

Press Applications .

Step 2

Select Device administration > Factory reset.

Step 3

Scroll to Admin Settings > Reset Settings, and select All.

Step 4

To restore phone configuration or settings to factory default, press OK.

Perform Custom Reset from Phone Menu

Procedure

Step 1

Press Applications .

Step 2

Scroll to Admin Settings and select Custom Reset.

Step 3

To restore phone configuration or settings to noncustomized default, press Ok.

Reboot Your Phone from the Backup Image

Your Cisco IP Phone has a second, backup image that allows you to recover the phone when the default image has been compromised.

To reboot your phone from the backup, perform the following procedure.

Procedure

Step 1

Disconnect the power supply.

Step 2

Press and hold the pound (#) key.

Step 3

Reconnect the power. Continue pressing the pound key until the Speakerphone and Headset buttons turn green.

Step 4

Release the pound key.

Remove CTL File

Deletes only the CTL file from the phone.

Procedure

Step 1

From the Admin Settings menu, if required, unlock phone options.

Step 2

Choose Reset Settings > Security .

Voice Quality Monitoring

To measure the voice quality of calls that are sent and received within the network, Cisco IP Phones use these 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 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 IP Phone using the Call Statistics screen or remotely by using Streaming Statistics.

Voice Quality Troubleshooting Tips

When you observe significant and persistent changes to metrics, use the following table for general troubleshooting information.

Table 2. 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 calling card network.
  • Acoustic problems coming 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, only frame loss.

Cisco IP Phone Cleaning

To clean your Cisco 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 non-weatherproof electronics, liquids and powders can damage the components and cause failures.

When the phone is in sleep mode, the screen 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.