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Table Of Contents
Viewing Model Information, Status, and Statistics on the Cisco Unified IP Phone
Viewing Model Information, Status, and Statistics on the Cisco Unified IP Phone
This chapter describes how to use the following menus and screens on the Cisco Unified IP Phone 7970 Series to view model information, status messages, network statistics, and firmware information for the phone:
•Model Information screen—Displays hardware and software information about the phone. For more information, see the "Model Information Screen" section.
•Status menu—Provides access to screens that display the status messages, network statistics, and firmware versions. For more information, see the "Status Menu" section.
•Call Statistics Screen—Displays counters and statistics for the current call. For more information, see the "Call Statistics Screen" section.
You can use the information on these screens to monitor the operation of a phone and to assist with troubleshooting.
You can also obtain much of this information, and obtain other related information, remotely through the phone's web page. For more information, see Chapter 8, "Monitoring the Cisco Unified IP Phone Remotely."
For more information about troubleshooting the Cisco Unified IP Phone 7970 Series, see Chapter 9, "Troubleshooting and Maintenance."
This chapter includes these topics:
Model Information Screen
The Model Information screen includes the options described in Table 7-1.
To display the Model Information screen, press the Settings button and then select Model Information.
To exit the Model Information screen, press the Exit softkey.
Table 7-1 Model Information Settings
Option Description To ChangeModel Number
Model number of the phone.
Display only—Cannot configure.
MAC Address
MAC address of the phone.
Display only—Cannot configure.
Load File
Identifier of the factory-installed load running on the phone.
Display only—Cannot configure.
Boot Load ID
Identifier of the factory-installed load running on the phone.
Display only—Cannot configure.
Serial Number
Serial number of the phone.
Display only—Cannot configure.
CTL
Displays the MD5 hash of the certificate trust list (CTL) file that is installed in the phone. If no CTL file is installed on the phone, this field displays No. (If security is configured for the phone, the CTL file installs automatically when the phone reboots or resets.
For more information about this file, refer to Cisco Unified CallManager Security Guide.
MIC
Indicates whether a manufacturing installed certificate (used for the security features) is installed on the phone (Yes) or is not installed on the phone (No).
For information about how to manage the MIC for your phone, refer to the "Using the Certificate Authority Proxy Function" section in Cisco Unified CallManager Security Guide.
LSC
Indicates whether a locally significant certificate (used for the security features) is installed on the phone (Yes) or is not installed on the phone (No).
For information about how to manage the LSC for your phone, refer to the "Using the Certificate Authority Proxy Function" section in Cisco Unified CallManager Security Guide.
Call Control Protocol
Indicates whether the phone is running under SCCP or SIP.
See the "Using Cisco Unified IP Phones with Different Protocols" section on page 2-17.
Status Menu
The Status menu includes these options, which provide information about the phone and its operation:
•Status Messages—Displays the Status Messages screen, which shows a log of important system messages. For more information, see the "Status Messages Screen" section.
•Network Statistics—Displays the Network Statistics screen, which shows Ethernet traffic statistics. For more information, see the "Network Statistics Screen" section.
•Firmware Versions—Displays the Firmware Versions screen, which shows information about the firmware running on the phone. For more information, see the "Firmware Versions Screen" section.
•Expansion Module(s)—Displays the Expansion Module(s) screen, which shows information about the Cisco Unified IP Phone Expansion Module 7914, if connected to the phone. For more information, see the "Expansion Module(s) Screen" section.
To display the Status menu, press the Settings button and then select Status.
To exit the Status menu, press the Exit softkey.
Status Messages Screen
The Status Messages screen displays up to the 10 most recent status messages that the phone has generated. You can access this screen at any time, even if the phone has not finished starting up. Table 7-2 describes the status messages that might appear. This table also includes actions you can take to address errors that are indicated.
To display the Status Messages screen, follow these steps:
Procedure
Step 1 Press the Settings button.
Step 2 Select Status.
Step 3 Select Status Messages.
To remove current status messages, press the Clear softkey.
To exit the Status Messages screen, press the Exit softkey.
Table 7-2 Status Messages on the Cisco Unified IP Phone 7970 Series
Message Description Possible Explanation and ActionBootP server used
The phone obtained its IP address from a BootP server rather than a DHCP server.
None. This message is informational only.
CFG file not found
The name-based and default configuration file was not found on the TFTP Server.
The configuration file for a phone is created when the phone is added to the Cisco Unified CallManager database. If the phone has not been added to the Cisco Unified CallManager database, the TFTP server generates a
CFG File Not Found
response.•Phone is not registered with Cisco Unified CallManager.
You must manually add the phone to Cisco Unified CallManager if you are not allowing phones to auto-register. See the "Adding Phones with Cisco Unified CallManager Administration" section on page 2-15 for details.
•If you are using DHCP, verify that the DHCP server is pointing to the correct TFTP server.
•If you are using static IP addresses, check configuration of the TFTP server. See the "Network Configuration Menu" section on page 4-7 for details on assigning a TFTP server.
CFG TFTP Size Error
The configuration file is too large for file system on the phone.
Power cycle the phone.
Checksum Error
Downloaded software file is corrupted.
Obtain a new copy of the phone firmware and place it in the TFTPPath directory. You should only copy files into this directory when the TFTP server software is shut down, otherwise the files may be corrupted.
CTL Installed
A certificate trust list (CTL) file is installed in the phone.
None. This message is informational only.
For more information about the CTL file, refer to Cisco Unified CallManager Security Guide.
CTL update failed
The phone could not update its certificate trust list (CTL) file.
Problem with the CTL file on the TFTP server.
For more information, refer to Cisco Unified CallManager Security Guide.
DHCP timeout
DHCP server did not respond.
•Network is busy—The errors should resolve themselves when the network load reduces.
•No network connectivity between the DHCP server and the phone—Verify the network connections.
•DHCP server is down—Check configuration of DHCP server.
•Errors persist—Consider assigning a static IP address. See the "Network Configuration Menu" section on page 4-7 for details on assigning a static IP address.
Disabled
802.1X Authentication is disabled on the phone.
You can enable 802.1X authentication using the Settings > Security Configuration > 802.1X Authentication option on the phone. For more information, see the "802.1X Authentication and Status" section on page 4-36.
DNS timeout
DNS server did not respond.
•Network is busy—The errors should resolve themselves when the network load reduces.
•No network connectivity between the DNS server and the phone—Verify the network connections.
•DNS server is down—Check configuration of DNS server.
DNS unknown host
DNS could not resolve the name of the TFTP server or Cisco Unified CallManager.
•Verify that the host names of the TFTP server or Cisco Unified CallManager are configured properly in DNS.
•Consider using IP addresses rather than host names.
Duplicate IP
Another device is using the IP address assigned to the phone.
•If the phone has a static IP address, verify that you have not assigned a duplicate IP address. See the "Network Configuration Menu" section on page 4-7 section for details.
•If you are using DHCP, check the DHCP server configuration.
Error update locale
One or more localization files could not be found in the TFTPPath directory or were not valid. The locale was not changed.
Check that the following files are located within subdirectories in the TFTPPath directory:
•Located in subdirectory with same name as network locale:
–tones.xml
•Located in subdirectory with same name as user locale:
–glyphs.xml
–dictionary.xml
–kate.xml
–dictionary.xml
Failed
The phone attempted an 802.1X transaction but authentication failed.
Authentication typically fails because of one of the following:
•No shared secret is configured in the phone or authentication server
•The shared secret configured in the phone and the authentication server do not match
•Phone has not been configured in the authentication server
File auth error
An error occurred when the phone tried to validate the signature of a signed file. This message includes the name of the file that failed.
•The file is corrupted. If the file is a phone configuration file, delete the phone from the Cisco Unified CallManager database using Cisco Unified CallManager Administration. Then add the phone back to the Cisco Unified CallManager database using Cisco Unified CallManager Administration.
•There is a problem with the CTL file and the key for the server from which files are obtained is bad. In this case, run the CTL client and update the CTL file, making sure that the proper TFTP servers are included in this file.
File not found
The phone cannot locate on the TFTP server the phone load file that is specified in the phone configuration file.
Make sure that the phone load file is on the TFTP server and that the entry in the configuration file is correct.
IP address released
The phone has been configured to release its IP address.
The phone remains idle until it is power cycled or you reset the DHCP address. See the "Network Configuration Menu" section on page 4-7 section for details.
Load Auth Failed
The phone could not load a configuration file.
The configuration file that the phone received from the server identified in this message is corrupt. Make sure that a good version of the configuration file exists on that server.
Load Auth Failed
A signed phone load file has been modified or renamed.
Make sure that the phone load file that the phone is downloading has not been altered or renamed.
Load ID incorrect
Load ID of the software file is of the wrong type.
Check the load ID assigned to the phone (from Cisco Unified CallManager, choose Device > Phone). Verify that the load ID is entered correctly.
Load rejected HC
The application that was downloaded is not compatible with the phone's hardware.
Occurs if you were attempting to install a version of software on this phone that did not support hardware changes on this newer phone.
Check the load ID assigned to the phone (from Cisco Unified CallManager, choose Device > Phone). Re-enter the load displayed on the phone. See the "Firmware Versions Screen" section to verify the phone setting.
Load Server is invalid
Indicates an invalid TFTP server IP address or name in the Load Server option.
The Load Server setting is not valid. The Load Server specifies a TFTP server IP address or name from which the phone firmware can be retrieved for upgrades on the phones.
Check the Load Server entry (from Cisco Unified CallManager Administration choose Device > Phone).
No CTL installed
A certificate trust list (CTL) file is not installed in the phone.
Occurs if security is not configured or, if security is configured, because the CTL file does not exist on the TFTP server.
For more information, refer to Cisco Unified CallManager Security Guide.
No default router
DHCP or static configuration did not specify a default router.
•If the phone has a static IP address, verify that the default router has been configured. See the "Network Configuration Menu" section on page 4-7 section for details.
•If you are using DHCP, the DHCP server has not provided a default router. Check the DHCP server configuration.
No DNS server IP
A name was specified but DHCP or static IP configuration did not specify a DNS server address.
•If the phone has a static IP address, verify that the DNS server has been configured. See the "Network Configuration Menu" section on page 4-7 section for details.
•If you are using DHCP, the DHCP server has not provided a DNS server. Check the DHCP server configuration.
Programming Error
The phone failed during programming.
Attempt to resolve this error by power cycling the phone. If the problem persists, contact Cisco technical support for additional assistance.
Successful - MD5
The phone attempted an 802.1X transaction and authentication achieved.
The phone achieved 802.1X authentication.
TFTP access error
TFTP server is pointing to a directory that does not exist.
•If you are using DHCP, verify that the DHCP server is pointing to the correct TFTP server.
•If you are using static IP addresses, check configuration of TFTP server. See the "Network Configuration Menu" section on page 4-7 for details on assigning a TFTP server.
TFTP Error
The phone does not recognize an error code provided by the TFTP server.
Contact the Cisco TAC.
TFTP file not found
The requested load file (.bin) was not found in the TFTPPath directory.
Check the load ID assigned to the phone (from Cisco Unified CallManager, choose Device > Phone). Verify that the TFTPPath directory contains a .bin file with this load ID as the name.
TFTP server not authorized
The specified TFTP server could not be found in the phone's CTL.
•The DHCP server is not configured properly and is not server the correct TFTP server address. In this case, update the TFTP server configuration to specify the correct TFTP server.
•If the phone is using a static IP address, the phone may be configured with the wrong TFTP server address. In this case, enter the correct TFTP server address in the Network Configuration menu on the phone.
•If the TFTP server address is correct, there may be a problem with the CTL file. In this case, run the CTL client and update the CTL file, making sure that the proper TFTP servers are included in this file.
TFTP timeout
TFTP server did not respond.
•Network is busy—The errors should resolve themselves when the network load reduces.
•No network connectivity between the TFTP server and the phone—Verify the network connections.
•TFTP server is down—Check configuration of TFTP server.
Timed Out
Supplicant attempted 802.1X transaction but timed out to due the absence of an authenticator.
Authentication typically times out if 802.1X authentication is not configured on the switch.
Version error
The name of the phone load file is incorrect.
Make sure that the phone load file has the correct name.
XmlDefault.cnf.xml, or .cnf.xml corresponding to the phone device name
Name of the configuration file.
None. This is an informational message indicating the name of the configuration file for the phone.
Network Statistics Screen
The Network Statistics screen displays information about the phone and network performance. Table 7-3 describes the information that appears in this screen.
To display the Network Statistics screen, follow these steps:
Procedure
Step 1 Press the Settings button.
Step 2 Select Status.
Step 3 Select Network Statistics.
To reset the Rx Frames, Tx Frames, and Rx Broadcasts statistics to 0, press the Clear softkey.
To exit the Network Statistics screen, press the Exit softkey.
Firmware Versions Screen
The Firmware Versions screen displays information about the firmware version that is running on the phone. Table 7-4 explains the information that is displayed on this screen.
To display the Firmware Version screen, follow these steps:
Procedure
Step 1 Press the Settings button.
Step 2 Select Status.
Step 3 Select Firmware Versions.
To exit the Firmware Version screen, press the Exit softkey.
Expansion Module(s) Screen
The Expansion Module(s) screen displays information about each Cisco Unified IP Phone Expansion Module 7914 that is connected to the phone.
Table 7-5 explains the information that is displayed on this screen for each connected expansion module. You can use this information to troubleshoot the expansion module, if necessary. In the Expansion Module(s) screen, a statistic preceded by "A" is for the first expansion module. A statistic preceded by "B" is for the second expansion module.
To display the Expansion Module(s) screen, follow these steps:
Procedure
Step 1 Press the Settings button.
Step 2 Select Status.
Step 3 Select Expansion Module(s).
To exit the Expansion Module(s) screen, press the Exit softkey.
Call Statistics Screen
The Call Statistics screen displays counters statistics and voice quality metrics in these ways:
•During call—You can view the call information by pressing the ? button twice rapidly.
•After the call—You can view the call information captured during the last call by displaying the Call Statistics screen.
Note You can also remotely view the call statistics information by using a web browser to access the Streaming Statistics web page. This web page contains additional RTCP statistics not available on the phone. For more information about remote monitoring, see Chapter 8, "Monitoring the Cisco Unified IP Phone Remotely."
A single call can have multiple voice streams, but data is captured for only the last voice stream. A voice stream is a packet stream between two endpoints. If one endpoint is put on hold, the voice stream stops even though the call is still connected. When the call resumes, a new voice packet stream begins, and the new call data overwrites the former call data.
To display the Call Statistics screen for information about the last voice stream, follow these steps:
Procedure
Step 1 Press the Settings button.
Step 2 Select Status.
Step 3 Select Call Statistics.
The Call Statistics screen displays the items shown in Table 7-6.
Table 7-6 Call Statistics
Item DescriptionSender Packets
Total number of RTP data packets transmitted by the phone since starting this connection. The value is 0 if the connection is set to receive only mode.
Sender Codec
Type of audio encoding used for the transmitted stream.
Rcvr Lost Packets
Total number of RTP data packets that have been lost since starting receiving data on this connection. Defined as the number of expected packets less the number of packets actually received, where the number of received packets includes any that are late or duplicate. The value displays as 0 if the connection was set to send-only mode.
Avg Jitter
Estimate of mean deviation of the RTP data packet inter-arrival time, measured in milliseconds. The value displays as 0 if the connection was set to send-only mode.
Rcvr Codec
Type of audio encoding used for the received stream.
Rcvr Packets
Total number of RTP data packets received by the phone since starting receiving data on this connection. Includes packets received from different sources if this is a multicast call. The value displays as 0 if the connection was set to send-only mode.
MOS LQK
Score that is an objective estimate of the mean opinion score (MOS) for listening quality (LQK) that rates from 5 (excellent) to 1 (bad). This score is based on audible concealment events due to frame loss in the preceding 8-second interval of the voice stream. For more information, see the "Monitoring the Voice Quality of Calls" section on page 9-21.
Note The MOS LQK score can vary based on the type of codec that the Cisco Unified IP Phone uses.
Avg MOS LQK
Average MOS LQK score observed for the entire voice stream.
Min MOS LQK
Lowest MOS LQK score observed from start of the voice stream.
Max MOS LQK
Baseline or highest MOS LQK score observed from start of the voice stream.
These codecs provide the following maximum MOS LQK score under normal conditions with no frame loss:
•G.711 gives 4.5
•G.729 A /AB gives 3.7
MOS LQK Version
Version of the Cisco proprietary algorithm used to calculate MOS LQK scores.
Cumulative Conceal Ratio
Total number of concealment frames divided by total number of speech frames received from start of the voice stream.
Interval Conceal Ratio
Ratio of concealment frames to speech frames in preceding 3-second interval of active speech. If using voice activity detection (VAD), a longer interval might be required to accumulate 3 seconds of active speech.
Max Conceal Ratio
Highest interval concealment ratio from start of the voice stream.
Conceal Secs
Number of seconds that have concealment events (lost frames) from the start of the voice stream (includes severely concealed seconds).
Severely Conceal Secs
Number of seconds that have more than 5 percent concealment events (lost frames) from the start of the voice stream.
Latency1
Estimate of the network latency, expressed in milliseconds. Represents a running average of the round-trip delay, measured when RTCP receiver report blocks are received.
Max Jitter
Maximum value of instantaneous jitter, in milliseconds.
Sender Size
RTP packet size, in milliseconds, for the transmitted stream.
Rcvr Size
RTP packet size, in milliseconds, for the received stream.
Rcvr Discarded
RTP packets received from network but discarded from jitter buffers.
1 When the RTP Control Protocol is disabled, no data generates for this field and thus displays as 0.