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Cisco IP Phone Model 7902G, 7905G, and 7912G Administration Guide for Cisco CallManager Release 3.3 and later
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Index
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Preface
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An Overview of the Cisco IP Phone
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Preparing to Install the Cisco IP Phone on Your Network
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Installing the Cisco IP Phone
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Configuring Network Settings on the Cisco IP Phone
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Configuring Users and Features
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Troubleshooting the Cisco IP Phone
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Additional Configuration Methods, Parameters, and Procedures
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Technical Specifications
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Feedback
Table Of Contents
Troubleshooting the Cisco IP Phone
Obtaining Status, Model, and Version Information
Verifying Model and Serial Number
Monitoring Cisco IP Phones Remotely
Erasing the Local Configuration
Checking the Light Indicators on a Cisco IP Phone 7902G
Symptom: Cisco IP Phone Does Not Start Up
Symptom: Cisco IP Phone Not Registering with Cisco CallManager
Registering the Phone with Cisco CallManager
Verifying TFTP Server Settings
Verifying IP Addressing and Routing
Verifying Cisco CallManager Settings
Cisco CallManager and TFTP Services Are Not Running
Creating a New Configuration File
Symptom: Cisco IP Phone Resetting
Identifying Intermittent Network Outages
Checking Static IP Address Settings
Verifying Voice VLAN Configuration
Verifying that the Phones Have Not Been Intentionally Reset
Eliminating DNS or Other Connectivity Errors
Where to Go for More Information
Troubleshooting the Cisco IP Phone
Cisco IP Phones provide diagnostic information that can assist you with troubleshooting problems in your IP telephony network.
This chapter includes the following sections:
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Obtaining Status, Model, and Version Information
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Note
Obtaining Status, Model, and Version Information
On a Cisco IP Phone or from a phone's web page, you can obtain status information about the current call and the network, and verify the phone model and installed firmware version.
This section covers these topics:
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Viewing Status Messages
Use the status messages to diagnose network configuration problems. You can access these messages at any point, even if the phone has not finished starting up.
Note
Cisco IP Phone Models 7905G/7912G
Procedure
Step 1
Step 2
Step 3
Step 4
The phone displays the name of the configuration file in the following format:
SEPDefault.cnf.xml or SEPmacaddress
Related Topics
Displaying Network Statistics
Network statistics provide information about the phone and network performance.
Cisco IP Phone 7902G
Procedure
Step 1
a.
http://IPaddress
b.
The Phone Configuration web page appears.
Step 2
The Network Statistics page shows the following information:
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Cisco IP Phone Models 7905G/7912G
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
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Verifying Model and Serial Number
You can verify the model and serial number of Cisco IP Phones.
Cisco IP Phone 7902G
Procedure
Step 1
a.
http://IPaddress
b.
The Phone Configuration web page appears.
Step 2
The Device Information page displays the Product ID (model number) and serial number of the phone.
Cisco IP Phone Models 7905G/7912G
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
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Verifying Firmware Version
You can verify the firmware version for Cisco IP Phones.
Cisco IP Phone 7902G
Procedure
Step 1
a.
http://IPaddress
b.
The Phone Configuration web page appears.
Step 2
The Device Information page displays the following information:
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Cisco IP Phone Models 7905G/7912G
Procedure
Step 1
Step 2
Step 3
Step 4
The following information appears:
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Monitoring Cisco IP Phones Remotely
You can remotely monitor the network activity of any Cisco IP Phone on your network using a web browser. To do so, open a web browser and enter the following URL, where IPaddress is the currently assigned IP address of the phone:
http://IPaddress
To confirm the IP address, you can either
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When you enter the IP address of a Cisco IP Phone into a web browser, the following information appears:
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The web page also lets you view and change a variety of configuration parameters. For more information about these parameters and how to change them, see "Additional Configuration Methods, Parameters, and Procedures."
Resetting the Cisco IP Phone
If you reset the phone, any changes made that have not been saved are lost and set back to default settings.
Cisco IP Phone 7902G
Procedure
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The phone cycles through normal startup procedures.
Cisco IP Phone Models 7905G/7912G
Procedure
Step 1
The phone displays "Do you want to reboot the phone?"
Step 2
The phone cycles through normal startup procedures.
Erasing the Local Configuration
If you want to erase all locally stored configuration options, you can erase the configuration and restore settings to their default values, including enabling DHCP.
Caution
Cisco IP Phone 7902G
Procedure
Step 1
Step 2
Step 3
Step 4
Cisco IP Phone Models 7905G/7912G
Procedure
Step 1
Step 2
Step 3
Step 4
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The phone cycles through normal startup procedures.
Updating the Firmware Version
You can update the firmware version using the Cisco CallManager Administration application. You can also update the firmware version using a profile file. See "Additional Configuration Methods, Parameters, and Procedures" for information about profile files.
Before You Begin
Read the "Read Me" files included with Cisco software updates. These files provide important updated information about installing and configuring the new software.
Procedure
Step 1
You can download the latest available software from the Cisco Service & Support Software Center:
http://www.cisco.com/kobayashi/sw-center/sw-voice.shtmlStep 2
Step 3
Locate the Device Type field corresponding to the model IP Phone.
Step 4
You can typically locate this information in the Read Me file distributed with the software update. The Read Me file for the Cisco IP Phone models 7905G/7912G begins with LD
Step 5
Step 6
Step 7
Step 8
Related Topic
Checking the Light Indicators on a Cisco IP Phone 7902G
Refer to the following table for explanations about the light indicators on a Cisco IP Phone 7902G.
After the phone is connected to power, the phone Hold and Menu buttons blink red and green respectively.
There is no Ethernet link. See the "Connecting the Cisco IP Phone to the Network" section and the "Symptom: Cisco IP Phone Does Not Start Up" section.
After the phone is connected to power, the phone Menu button blinks green about every two seconds.
The VLAN is not set up. See the "Modifying DHCP Settings" section.
After the phone is connected to power, the phone Menu button blinks twice about every two seconds.
The IP address is not set up. See the "Assigning an IP Address" section.
After the phone is connected to power, the phone Menu button blinks three times about every two seconds.
The Cisco CallManager is not set up. See the "Adding Phones to the Cisco CallManager Database" section.
After the phone is connected to power, the phone Hold button is steady red and the Menu button is steady green.
The phone is not registered. See the "Symptom: Cisco IP Phone Not Registering with Cisco CallManager" section.
After the phone is connected to power, the phone handset indicator light is steady red and the Menu button is steady green.
The phone has a duplicate IP address. See the "Assigning an IP Address" section.
The phone Hold button flashes red and the Menu button flashes green at the same time.
The phone's firmware is being upgraded. After the upgrade, all LEDs on the phone should be off.
Resolving Startup Problems
After installing a Cisco IP Phone into your network and adding it to Cisco CallManager, the phone should start up as described in the "Verifying the Phone Startup Process" section. If the phone does not start up properly, these sections can help you resolve the problem:
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Note
Symptom: Cisco IP Phone Does Not Start Up
If you connect a Cisco IP Phone into the network port, the LEDs should light up and, on the Cisco IP Phone models 7905G/7912G, messages should appear on the LCD display. (See the "Verifying the Phone Startup Process" section for information on the normal startup process.) If the phone does not proceed through this normal startup process, you must determine if the phone is functional or if anything else in the configuration is causing the phone to not start up properly.
To determine whether the phone is functional, you must eliminate any other potential problems, such as faulty cables, network outages, lack of power, and so on. Follow these suggestions to systematically eliminate these other causes.
Procedure
Step 1
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b.
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d.
Step 2
a.
b.
c.
Step 3
Symptom: Cisco IP Phone Not Registering with Cisco CallManager
If a phone proceeds past the first stage (LED buttons flashing on and off), and, on a Cisco IP Phone model 7905G/7912G, continues to cycle through the messages displaying on the LCD screen, then the phone is not starting up properly. The phone cannot successfully start up unless it is connected to the Ethernet network and it has registered with a Cisco CallManager server.
These sections can assist you in determining the reason the phone is unable to start up properly:
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Registering the Phone with Cisco CallManager
Registration with a Cisco CallManager server can only be successful if the phone has been added to the server or if auto-registration is enabled. Review the information and procedures in the "Adding Phones to the Cisco CallManager Database" section to ensure that the phone has been added to the Cisco CallManager database.
To verify that the phone is in the Cisco CallManager database, use Device > Find from Cisco CallManager to search for the phone based on its MAC Address. Verify the MAC address to search for by pressing Settings > Network Configuration > MAC address on the phone.
If the phone is already in the Cisco CallManager database, its configuration file might be damaged. See the "Creating a New Configuration File" section for assistance.
Checking Network Connectivity
If the network is down between the phone and the TFTP server or Cisco CallManager, the phone cannot start up properly. Ensure that the network is currently up and running.
Verifying TFTP Server Settings
The Cisco IP Phone uses the TFTP server setting (Settings > Network Configuration > TFTP Server 1) to identify the Cisco CallManager server. If this setting is incorrect, the Cisco IP Phone might continually cycle while attempting to contact the identified TFTP Server.
If you have assigned a static IP address to the phone, you must manually enter this setting. See the "Configuring IP Settings" section.
If you are using DHCP, the phone obtains the address for the TFTP server from the DHCP server. Check the IP address configured in Option 150. Refer to Configuring Windows 2000 DHCP Server for Cisco Call Manager on Cisco.com: http://www.cisco.com/warp/customer/788/AVVID/win2000_dhcp.html
You can also enable the phone to use an alternate TFTP server (Settings > Network Configuration > Alternate TFTP Server). This is particularly useful if this phone was recently moved from a different location, such as a test lab to a production network.
You must unlock the network settings before you can assign an alternate TFTP server (see "Accessing Network Configuration Settings from a Cisco IP Phone" section).
Verifying IP Addressing and Routing
You should verify the IP addressing and routing settings on the IP Phone. If you are using DHCP, the DHCP server should provide these values. If you have assigned a static IP address to the phone, you must enter these values manually.
On the Cisco IP Phone, press Settings > Network Configuration and check for the following problems:
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If you have assigned a static IP address to the phone, you do not need to enter a value here. However, if you are using a DHCP server, this field must have a value. If it does not, check your IP routing and VLAN configuration. Refer to Troubleshooting Switch Port Problems on Cisco.com: http://www.cisco.com/warp/customer/473/53.shtml
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If you have assigned a static IP address to the phone, you must manually enter these settings. See the "Configuring IP Settings" section.
If you are using DHCP, check the IP addresses distributed by your DHCP server. Refer to Understanding and Troubleshooting DHCP in Catalyst Switch or Enterprise Networks on Cisco.com: http://www.cisco.com/warp/customer/473/100.html#41
Verifying DNS Settings
If you are using DNS to refer to the TFTP server or Cisco CallManager, you must ensure you have specified a DNS server (Settings > Network Configuration > DNS Server 1). You should also verify that you have a CNAME entry in the DNS server for the TFTP server and Cisco CallManager system.
You must also ensure that DNS is configured to do reverse look-ups. The default setting on Windows 2000 is to perform forward-only look-ups.
Verifying Cisco CallManager Settings
On the Cisco IP Phone, press Settings > Network Configuration > CallManager 1, 2, 3, 4. The Cisco IP Phone attempts to open a TCP connection to all the Cisco CallManager servers that are part of the assigned Cisco CallManager group. If none of these fields have IP addresses or state "Active" or "Standby", the phone is not properly registered with Cisco CallManager. See the "Registering the Phone with Cisco CallManager" section for tips on resolving this problem.
Cisco CallManager and TFTP Services Are Not Running
If the Cisco CallManager or TFTP services are not running, phones might not be able to start up properly. However, in this case, it is likely that you are experiencing a system-wide failure. Rather than being isolated to one phone that is experiencing problems, in this situation many or all phones and other devices are not able to start up properly.
If the Cisco CallManager service is not running, all devices on the network that rely on it to make phone calls will be affected. If the TFTP service is not running, many devices will not be able to start up successfully.
Procedure
Step 1
Step 2
Step 3
The window displays the service names for the server that you chose, the status of the services, and a service control panel to stop or start a service.
Step 4
The Service Status symbol changes from a square to an arrow.
Creating a New Configuration File
If you continue to have problems with a particular phone, despite all attempts at resolution, the configuration file might be corrupted. You can manually create a new configuration file by following this procedure:
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Use the convention SEP<MAC address>.cnf.xml, where <MAC address> is the MAC address for the deleted phone.
Step 7
Step 8
Step 9
Symptom: Cisco IP Phone Resetting
Once a Cisco IP Phone has properly started up and registered with Cisco CallManager, you can reset it, forcing it to go through the startup process. At times, you might want to intentionally do this. For example, if you want to force a firmware upgrade from Cisco CallManager on to the phone. Anytime a phone has to load a new image, it has to restart itself and re-register with Cisco CallManager using the new image
However, if users report that their phones appear to be resetting during calls or while idle on their desk, you should investigate the cause. If the network connection and Cisco CallManager connection are stable, the Cisco IP Phone should not reset on its own.
Typically, the cause of the phones resetting can be categorized by problems connecting to the Ethernet network or to Cisco CallManager. These sections can help you identify the cause in your network:
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Verifying Physical Connection
Verify that the Ethernet connection to which the Cisco IP Phone is connected is up-and-running. For example, check if the particular port or switch to which the phone is connected is down.
Identifying Intermittent Network Outages
Intermittent network outages affect data and voice traffic differently. Your network might have been experiencing intermittent outages without detection, but data traffic can resend lost packets and verify packets are received and transmitted.
However, voice traffic cannot recapture lost packets. Rather than retransmitting a lost network connection, the phone resets and attempts to reconnect its network connection.
Therefore, if you are experiencing problems with the voice network, you should investigate whether an existing problem is simply being exposed at this point.
Verifying DHCP Settings
The following procedure can help you determine if the phone has been properly configured to use DHCP:
Procedure
Step 1
Step 2
Step 3
Checking Static IP Address Settings
If the phone has been assigned a static IP address, verify that you have entered the correct settings. See the "Configuring IP Settings" section.
Verifying Voice VLAN Configuration
If the Cisco IP Phone appears to reset during heavy network usage (for example, following extensive web surfing on a computer connected to same switch as phone), it is likely that you do not have a voice VLAN configured.
Isolating the phones on a separate, auxiliary VLAN increases the quality of the voice traffic. See "Understanding How the Cisco IP Phone Interacts with the Cisco Catalyst Family of Switches" section for more details.
Verifying that the Phones Have Not Been Intentionally Reset
If you are not the only administrator with access to Cisco CallManager, you should verify that no one else has intentionally reset the phones.
Eliminating DNS or Other Connectivity Errors
If the phone continues to reset, follow this procedure.
Procedure
Step 1
Step 2
a.
b.
c.
Step 3
Step 4
Step 5
Step 6
Step 7
Resolving Known Issues
See Table 6-1 for troubleshooting some common issues that might occur on your Cisco IP Phones:
Table 6-1 Cisco IP Phone Troubleshooting
Daisy-chaining IP phones
Do not connect an IP phone to another IP phone through the access port. Each IP phone should directly connect to a switch port. If you connect IP phones together in a line (daisy-chaining), a problem with one phone can affect all subsequent phones in the line. Also, all phones on the line share bandwidth.
Poor quality when calling digital cell phones using the G.729 protocol
In Cisco CallManager, you can configure the network to use the G.729 protocol (the default is G.711). When using G.729, calls between an IP phone and a digital cellular phone will have poor voice quality. Use G.729 only when absolutely necessary.
Prolonged broadcast storms cause IP phones to re-register
Prolonged broadcast storms (lasting several minutes) on the voice VLAN cause the IP phones to re-register with another Cisco CallManager server.
Moving a network connection from the phone to a workstation
If you are powering your phone through the network connection, you must be careful if you decide to unplug the phone's network connection and plug the cable into a desktop computer.
Caution
Changing the telephone configuration
By default, the network configuration options are locked to prevent users from making changes that could impact their network connectivity. You must unlock the network configuration options before you can configure them. See the "Accessing Network Configuration Settings from a Cisco IP Phone" section for details.
Phone resetting
The phone resets when it loses contact with the Cisco CallManager software. This lost connection can be due to any network connectivity disruption, including cable breaks, switch outages, and switch reboots.
LCD display issues
If the display appears to have rolling lines or a wavy pattern, it might be interacting with certain types of older fluorescent lights in the building. Moving the phone away from the lights, or replacing the lights, should resolve the problem.
Dual-Tone Multi-Frequency (DTMF) delay
When you are on a call that requires keypad input, if you press the keys too quickly, some of them might not be recognized.
Where to Go for More Information
If you have additional questions about troubleshooting the Cisco IP Phones, several Cisco.com web sites can provide you with more tips. Choose from the sites available for your access level:
General Access
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Registered Cisco.com Users
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