Troubleshooting

Feature Troubleshooting

Here is troubleshooting information related to some of the phone features.

ACD Call Information Missing

Problem

A call center phone does not see call information during a call.

Solution

  • Check the phone configuration to determine if Call Information Enable is set to yes.

  • Check the Broadsoft server configuration to determine if the user's Device Profile is configured with "Support Call Center MIME Type".

Phone Doesn't Show ACD Softkeys

Problem

The phone doesn't display the Agent Sign In or Agent Sign Out softkeys.

Solution

  • Check Broadsoft server configuration to determine if that user has been configured as a call center agent.

  • Enable the programmable softkeys (PSK) and add the ACD softkeys to the softkey list. For more information, see Customize Display of the Softkeys.

  • Check the phone configuration to determine if BroadSoft ACD is set to yes.

Phone Doesn't Show ACD Agent Availability

Problem

The phone doesn't display the Avail or Unavail softkeys for an agent.

Solution

  1. Check Broadsoft server configuration to determine if that user has been configured as a call center agent.

  2. Check the phone configuration to determine if BroadSoft ACD is set to yes.

  3. Set up the Agt Status programmable softkey (PSK) and add the ACD softkey to the softkey list. For more information, see Customize Display of the Softkeys.

  4. Instruct users to press the Agt Status key to display the Available, Unavailable, and Wrap-up possible states.

  5. Select the desired agent state.

Call Doesn't Record

Problem

When a user tries to record a call, the recording doesn't takes place.

Cause

This is often due to configuration issues.

Solution

  1. Set the phone to always record a call.

  2. Make a call.

If the recording doesn't start, there are configuration problems. Check the configuration of the BroadWorks and third-party recorder.

If the recording does start:

  1. Set the phone to record on demand.

  2. Set up Wireshark to capture a trace of the network traffic between the phone and Broadworks when the problem occurs. When you have the trace, contact TAC for further assistance.

An Emergency Call Doesn't Connect to Emergency Services

Problem

A user tries to place an emergency call, but the call doesn't connect to the emergency services (fire, police, or emergency services operator).

Solution

Check the emergency call configuration:

The location request servers (emergency call service provider) did not respond with a phone location, after multiple attempts.

Presence Status Doesn't Work

Problem

The phone doesn't show presence information.

Solution

Use UC Communicator as a reference to verify that the account works.

Phone Presence Message: Disconnected from Server

Problem

Instead of presence information, the user sees the message Disconnected from server.

Solution

  • Check the Broadsoft server configuration to determine if IM&P service is enabled and assigned to that user.

  • Check the phone configuration to determine if the phone can connect to the internet and get the XMPP messages.

  • Check the XMPP Incoming and Outgoing messages printed in the syslog to make sure it can login successfully.

Phone Cannot Access BroadSoft Directory for XSI

Problem

The phone displays XSI directory access error.

Solution

  1. Check Broadsoft server configuration for the user login and SIP credentials.

  2. Check error messages in syslog.

  3. Check information on the error on the phone screen.

  4. If HTTPS connection fails, check the error message on the phone screen and in the syslog.

  5. Install custom CA for HTTPS connection if the BroadSoft certificate is not signed from phone built-in root CA.

Phone Doesn't Show Contacts

Problem

The phone doesn't display any contacts in the All directories screen when Search All Enable and Browse Mode Enable are set to Yes.

Solution

  1. Check that the personal address book is enabled in the phone.

  2. Check that there are contacts in the local personal address book and the Bluetooth-paired phone.

Phone Failed to Upload the PRT Logs to the Remote Server

Problem

When you tried to generate the Problem Report Tool (PRT) logs on the phone, the generation of the PRT logs succeeded. However, the phone failed to upload the PRT logs to the remote server. The phone screen showed the Error: 109 or Report Problem together with an unavailable URL of a compressed file (for example, tar.gz).

Solution

Ensure that the web server is enabled on the phone, see Configure the Network from the Phone.

The Error: 109 indicates that the PRT upload rule is incorrect.

The Report problem indicates that the PRT upload rule is empty.

To resolve the issue, you must enter a correct PRT upload rule on the phone administration web page.

Saved Passwords Become Invalid after Downgrade

Problem

You update certain passwords on a phone that uses Firmware Release 11.3(6) or later, and then downgrade the phone to Firmware Release 11.3(5) or older. In this scenario, the updated or saved passwords become invalid after the downgrade.

On the phone with Firmware Release 11.3(6) or later, even though you change the password back to the original one, this issue still occurs after the downgrade.

Solution

For the Firmware Release 11.3(6) or later, if you update the passwords, you must reconfigure the passwords to avoid the downgrade issue. If not, this issue doesn’t occur after the downgrade.

The following table shows the passwords that are affected by the downgrade issue:

Table 1. Password List

Category

Password Type

System Configuration

User Password

Admin Password

Wi-Fi Profile (1-4)

Wi-Fi Password

WEP Key

PSK Passphrase

XSI Phone Service

Login Password

SIP Password

Broadsoft XMPP

Password

XML Service

XML Password

LDAP

Password

Call Feature Settings

Auth Page Password

Subscriber Information

Password

XSI Line Service

Login Password

TR-069

ACS Password

Connection Request Password

BACKUP ACS Password

Failed to Onboard the Phone to Webex

Problem

A phone onboards with the EDOS device activation that uses phone MAC address, and it onboards to the Webex cloud. An administrator deletes the phone user from an organization in Webex Control Hub and then assigns the phone to another user. In this scenario, the phone fails to onboard to the Webex cloud even though it can connect to Webex Calling service. Specifically, the status of the phone in Control Hub is shown as "Offline".

Solution

Manually perform a factory reset on the phone after a user is deleted in Control Hub. For more information about how to perform a factory reset, see one of the following topics for details:

Phone Display Problems

Your users may see unusual screen displays. Use the following sections to troubleshoot the problem.

Phone Displays Irregular Fonts

Problem

The phone screen has smaller fonts than expected or there are unusual characters displayed. Examples of unusual characters are letters from a different alphabet from the characters that the locale uses.

Cause

Possible causes are:

  • TFTP server does not have the correct set of locale and font files

  • XML files or other files are specified as a font file

  • The font and locale files did not download successfully.

Solution

  • Font files and locale files must be in the same directory.

  • Do not add or change files in the locale and font folder structure.

  • On the phone web page, select Admin Login > Advanced > Info > Status and scroll to the Locale Download Package section to verify that the locale and font files downloaded successfully. If they did not, try the download again.

Phone Screen Displays Boxes Instead of Asian Characters

Problem

The phone is set for an Asian language, but the phone shows square boxes instead of Asian characters.

Cause

Possible causes are:

  • TFTP server does not have the correct set of locale and font files.

  • The font and locale files did not download successfully.

Solution

  • Font files and locale files must be in the same directory.

  • On the phone web page, select Admin Login > Advanced > Info > Status and scroll to the Locale Download Package section to verify that the locale and font files downloaded successfully. If they did not, try the download again.

Report All Phone Issues from Phone Web Page

If you are working with Cisco TAC to troubleshoot a problem, they typically require the logs from the Problem Reporting Tool to help resolve the issue. You can generate PRT logs using the phone web page and upload them to a remote log server.

Before you begin

Access the phone administration web page. See Access the Phone Web Interface.

Procedure

Step 1

Select Info > Debug Info.

Step 2

In the Problem Reports section, click Generate PRT.

Step 3

Enter the following information in the Report Problem screen:

  1. Enter the date that you experienced the problem in the Date field. The current date appears in this field by default.

  2. Enter the time that you experienced the problem in the Time field. The current time appears in this field by default.

  3. In the Select Problem drop-down list box, choose the description of the problem from the available options.

Step 4

Click Submit in the Report Problem screen.

The Submit button is enabled only if you select a value in the Select Problem drop-down list box.

You get a notification alert on the Phone Web page that indicates if the PRT upload was successful or not.

Report Phone Issues from Webex Control Hub

You can issue a phone problem report remotely from the Webex Control Hub, after the phone successfully onboards to Webex cloud.

Before you begin

Procedure

Step 1

From the Webex Control Hub, generate the problem report of a phone.

For more information, see Webex for Cisco BroadWorks Solution Guide.

Step 2

(Optional) Check the PRT generation status in any of the following ways:

  • Access the phone administration web page, select Info > Status > PRT Status. The PRT Generation Status shows that the Control Hub triggered PRT generation is successful and the PRT Upload Status shows that the uplaod is successful.

  • On the phone, select Applications > Status > Last problem report info. The screen displays the report status is uploaded. The report generation time, the report upload time, and the PRT file name have the same value as shown in the phone administration web page.

    When you do not generate a PRT or you factory reset the phone, then Last problem report info doesn't appear.

  • Access the Webex Control Hub Help Desk and check the values of PRT generation. The values are identical with the values shown on the phone and on the phone administration web page.

Factory Reset the Phone from Phone Web Page

You can factory reset the phone from the phone web page. The reset only happens if the phone is idle. If the phone is not idle, the phone web page shows a message that the phone is busy and that you need to try again.

Before you begin

Access the phone administration web page. See Access the Phone Web Interface.

Procedure

Step 1

Select Info > Debug Info.

Step 2

In the Factory Reset section, click Factory Reset.

Step 3

Click Confirm factory reset.

Reboot the Phone from the Webex Control Hub

You can reboot the phone from the Webex Control Hub remotely, after the phone successfully onboards to Webex cloud. You can only reboot a phone that is in idle state. If it’s in use, such as in a call, the phone doesn’t reboot.

Before you begin

Procedure

Step 1

From the Webex Control Hub, reboot a phone.

For more information, see Webex for Cisco BroadWorks Solution Guide.

Step 2

(Optional) You can check the reboot reason from any of the following ways after the phone reboots successfully:

  • Access the phone administration web page, select Info > Status > Reboot History. The reboot reason shows as cloud triggered.

  • On the phone, select Applications > Status > Reboot history. The Reboot history screen shows that the reboot is cloud triggered.

Report a Phone Problem Remotely

You can initiate a phone problem report remotely. The phone generates a problem report using the Cisco Problem Report Tool (PRT), with the problem description "Remote PRT Trigger". If you have configured an upload rule for problem reports, the phone uploads the problem report according to the upload rule.

You can see the status of the problem report generation and upload on the phone administration web page. When a problem report is successfully generated, you can download the problem report from the phone administration web page.

Procedure

To initiate a phone problem report remotely, initiate a SIP-NOTIFY message from the server to the phone, with the Event specified as prt-gen.

Capture Packets

For troubleshooting purposes you may need to gather a packet capture from an IP Phone.

Before you begin

Access the phone administration web page. See Access the Phone Web Interface.

Procedure

Step 1

Select Info > Debug Info.

Step 2

In the Problem Report Tool section, click the Start Packet Capture button in the Packet Capture field.

Step 3

Choose All to capture all packets that the phone receives and select Host IP Address to capture packets only when source or destination is the IP address of the phone.

Step 4

Make phone calls to and from the selected phone.
Step 5

When you want to stop the packet capture, click Stop Packet Capture.

Step 6

Click Submit.

You see a file in the Capture File field. This file contains the filtered packets.

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.

Phone Behavior During Times of Network Congestion

Anything that degrades network performance can affect Cisco IP Phone audio quality, and in some cases, can cause a call to drop. Sources of network degradation can include, but are not limited to, the following activities:

  • Administrative tasks, such as an internal port scan or security scan

  • Attacks that occur on your network, such as a Denial of Service attack

To reduce or eliminate any adverse effects to the phones, schedule administrative network tasks during a time when the phones are not being used or exclude the phones from testing.