Cisco Unified Wireless IP Phone Guide 7920 for Cisco Unified CallManager 5.0 (SCCP)
Troubleshooting Your Phone

Table Of Contents

Troubleshooting Your Phone

General Troubleshooting

Viewing Phone Administration Data

Using the Quality Reporting Tool

Troubleshooting Your Phone

This section provides troubleshooting information for your Cisco Unified Wireless IP Phone.

General Troubleshooting

This section provides information to help you troubleshoot general problems with your phone. For more information, see your system administrator.


You cannot complete a call

One or more of the following factors might apply:

You must log into the Extension Mobility service.

You must enter a client matter code or forced authorization code after dialing a number.

Your phone has time-of-day restrictions that prevent you from using some features during certain hours of the day.

The Settings menu is unresponsive

Your system administrator might have disabled Settings on your phone.

The softkey that you want to use does not appear

One or more of the following factors might apply:

You must press or to reveal to additional softkeys.

You must change the line state (for example, place a call or have a connected call).

Your phone is not configured to support the feature associated with that softkey.

Join fails

Join requires multiple selected calls. Be sure that you have selected at least one call in addition to the active call, which is selected automatically. Join also requires the selected calls to be on the same line. If necessary, transfer calls to one line before joining them.

Barge fails and results in a fast busy tone

You cannot barge an encrypted call if the phone you are using is not configured for encryption. When your barge attempt fails for this reason, your phone plays a fast busy tone.

You are disconnected from a call that you joined using Barge

You will be disconnected from a call that you have joined using Barge if the call is put on hold, transferred, or turned into a conference call.

Cisco CallBack fails

The other party might have call forwarding enabled.

Viewing Phone Administration Data

Your system administrator might ask you to access administration data on your phone for troubleshooting purposes.

If you are asked to...

Access network configuration data

Choose Menu > Network Configuration and select the network configuration item that you want to view.

Access status data

Choose Menu > Phone Settings > Phone Status and select the status item that you want to view.

Access wireless network information

Choose Menu > Network Configuration > 802.11b Configuration and select the wireless network information that you want to view.

Access phone call and voice quality information

Choose Menu > Phone Settings > Phone Status > Call Statistics.

Using the Quality Reporting Tool

Your system administrator may temporarily configure your phone with the Quality Reporting Tool (QRT) to troubleshoot performance problems. You can press QRT to submit information to your system administrator. Depending on configuration, use the QRT to:

Immediately report an audio problem on the current call

Select a general problem from a list of categories and choose reason codes