Cisco Systems 7970G manual Troubleshooting and Maintenance

Page 219

C H A P T E R 9

Troubleshooting and Maintenance

This chapter provides information that can assist you in troubleshooting problems with your Cisco Unified IP Phones 7970G/7971G-GE or with your IP telephony network. It also explains how to clean and maintain your phone.

For additional troubleshooting information, refer to the Using the 79xx Status Information For Troubleshooting tech note. That document is available to registered Cisco.com users at this URL:

http://www.cisco.com/warp/customer/788/AVVID/telecaster_trouble.html

If you need additional assistance to resolve an issue, see the “Obtaining Technical Assistance” section on page Boilerplate 2.

This chapter includes these topics:

•Resolving Startup Problems, page 9-2

•Cisco Unified IP Phone Resets Unexpectedly, page 9-9

•Troubleshooting Cisco Unified IP Phone Security, page 9-12

•General Troubleshooting Tips, page 9-15

•Resetting or Restoring the Cisco Unified IP Phone, page 9-17

•Using the Quality Report Tool, page 9-20

•Monitoring the Voice Quality of Calls, page 9-20

•Where to Go for More Troubleshooting Information, page 9-24

•Cleaning the Cisco Unified IP Phone, page 9-24

Cisco Unified IP Phone Administration Guide for Cisco Unified CallManager 5.1 (SIP), Cisco Unified IP Phones

	OL-11524-01	9-1

Image 219

Contents Cisco Unified IP Phones 7970G/7971G-GE Page Page Page N T E N T S Products Vii Adding Phones with Cisco Unified CallManager AdministrationViii Disabling a HeadsetCustomizing and Modifying Configuration Files Configuring a Custom Background Image Troubleshooting and Maintenance Xii Monitoring the Voice Quality of CallsXiii Xiv Audience OverviewXvi OrganizationXvii Cisco Unified CallManager AdministrationRelated Documentation Cisco Unified IP Phones 7970G/7971G-GEProduct Documentation DVD TroubleshootingObtaining Documentation Cisco.comXix Documentation FeedbackCisco Product Security Overview Ordering DocumentationFor emergencies only security-alert@cisco.com Reporting Security Problems in Cisco ProductsProduct Alerts and Field Notices Obtaining Technical AssistanceXxi Xxii Cisco Technical Support & Documentation WebsiteSubmitting a Service Request Definitions of Service Request SeverityXxiii Xxiv Obtaining Additional Publications and InformationItalic font Document ConventionsConvention Description Boldface fontXxvi Italic screen fontWaarschuwing Belangrijke Veiligheidsinstructies Varoitus Tärkeitä TurvallisuusohjeitaXxvii Warnung Wichtige Sicherheitshinweise Avvertenza Importanti Istruzioni Sulla SicurezzaXxviii Xxix Aviso Instruções Importantes DE SegurançaXxx Varning! Viktiga SäkerhetsanvisningarXxxi Xxxii GEM Disse AnvisningerXxxiii Xxxiv An Overview of the Cisco Unified IP Phone Cisco Unified IP Phone Understanding the Cisco Unified IP Phones 7970G/7971G-GEPage OL-11524-01 What Networking Protocols Are Used? Networking Protocol Purpose Usage NotesUnified CallManager System Guide Authentication on Cisco Unified IP Refer to the SupportingPhones section on page 1-18 for Network Configuration section on Related Topics Understanding the SIP ProtocolFeature Overview Configuring Telephony Features Providing Users with Feature Information Guide Understanding Security Features for Cisco Unified IP PhonesTopic Reference Refer to Cisco Unified CallManager SecurityTopic Reference Overview of Supported Security Features Feature Description Authentication on Cisco Unified IP Phones section on More information, see the Device Configuration MenuUnderstanding Security Profiles Identifying Encrypted and Authenticated Phone CallsProcedure Select Security ConfigurationRelated Topic Supporting 802.1X Authentication on Cisco Unified IP PhonesRequired Network Components OL-11524-01 Security Restrictions OL-11524-01 CallManager Administration Task Purpose For More InformationCallManager System Guide Refer to Cisco Unified See the Configuring Softkey See the Setting Up ServicesTemplates section on Installing Cisco Unified IP Phones See the Adding Users toCisco Unified CallManager Page Placement of the Cisco See the Providing PowerSee the Installing See the AdjustingIP Phone 7970 Guide SettingsNetwork ConfigurationOL-11524-01 A P T E R OL-11524-01 Vlan Telephony Features Available for the Phone,Providing Power to the Phone Power Guidelines Phone Power Consumption and Display BrightnessPower Type Guidelines Brightness Obtaining Additional Information about Power Power OutageUnderstanding Phone Configuration Files SIP Dial Rules Understanding the Phone Startup ProcessStep Description Related Topics Security Guide Unified CallManagerFiles, UnderstandingRequires MAC Method Address? Adding Phones to the Cisco Unified CallManager DatabaseAdding Phones with Auto-Registration Adding Phones with Auto-Registration and Taps MAC Address of a Cisco Unified IP Phone section on Adding Phones with BATUsing Cisco Unified IP Phones with Different Protocols See the Configuring Startup Network Settings section on Converting a New Phone from Sccp to SIPConverting an In-Use Phone from Sccp to SIP Deploying a Phone in an Sccp and SIP Environment Converting an In-Use Phone from SIP to SccpDetermining the MAC Address of a Cisco Unified IP Phone Setting Up the Cisco Unified IP Phone Cisco Unified CallManager Configuration Before You BeginNetwork Requirements Safety Setting Up the Cisco Unified IP Phone Before You Begin Network and Access Ports Network and Access Ports, Handset, Speakerphone, Headset,Handset Headset SpeakerphoneHttp//plantronics.com Audio Quality Subjective to the UserUsing External Devices with Your Cisco Unified IP Phone See the Headset section on Installing the Cisco Unified IP PhoneProcedure Reference See the Providing Power toPorts section on page 3-5 for See the Network and Access130055 Adjusting Cisco Unified IP Phone Placement on the Desktop Adjusting the Placement of the Cisco Unified IP PhoneSee -2 below Securing the Phone with a Cable LockBefore You Begin Mounting the Phone to the WallParts Used in Wall Mounting the Cisco Unified IP Phone Verifying the Phone Startup ProcessOL-11524-01 Settings on the Cisco Unified IP Phone Configuring Startup Network SettingsBefore You Begin From the phone, press the Settings Security Configuration OL-11524-01 Configuring Settings on Cisco Unified IP Phone Related Topics Displaying a Configuration Menu Unlocking and Locking Options Editing Values Category Description Overview of Options Configurable from a PhoneValues section on Network Configuration MenuOption Description To Change Refer to Cisco Unified CallManager Security Configuration Menu sectionOption Description To Change Vlan ID Scroll to the Dhcp Address Option Description To Change PC Vlan Device Configuration Menu CallManager Configuration Menu StateBlank CallManager Security Guide Designation DescriptionDevice Pool Unified CallManager Security GuideSIP Profile SIP Configuration MenuSIP General Configuration Menu, Line Settings Menu, Device Device SettingsUsecallmanager Line Settings Menu Call Preferences Menu This option can also be Http Configuration Menu URL Configuration Menu, Locale Configuration MenuNTP Configuration Menu UI Configuration MenuIncoming call on the same line when Media Configuration Menu Administration System EnterpriseParameters Enabled or disabled for the phone. If Whose phone has the Recording Tone Receives. The remote party is the party Power Save Configuration Menu Security Configuration Menu Ethernet Configuration MenuResponses. Disabling the phone’s Network Configuration QoS Configuration MenuWAN by storing images locally Call Statistics Screen, Streaming Statistics, Security Configuration MenuCTL File Screen section on List Screen section onCisco Unified CallManager Security See the 802.1X Authentication CTL File ScreenStatus section on Unlocking the CTL File Configuration Menu section onTrust List Screen 802.1X Authentication and Status Authentication Choose Settings SecurityConfiguration Authentication Device802.1X Authentication Real-Time Status Configuring Features, Templates Services, and Users Feature Description Configuration Reference Telephony Features Available for the PhoneAdministration Guide Features and Services GuideSystem Guide, Call Pickup System Guide CallManager FeaturesRelease 5.11, Cisco Unified Administration Guide, CallCisco Unified CallManager New Changed Information GuideText, on the phone screen DND New and Changed Information Features and Services Guide sectionCallManager System Guide, Cisco Administration Guide, MusicServices Guide, Presence System Guide, Music onUnified CallManager System Administration Guide , CiscoRings section on Creating Custom PhoneRefer to the Cisco Unified IP Phone Administration Guide, TimeService Application Development System Guide, Time-of-DayConfiguring Corporate Directories and Personal Directories Configuring Personal Directory Configuring Corporate DirectoriesModifying Phone Button Templates Configuring Softkey TemplatesSetting Up Services Managing the User Options Web Pages Adding Users to Cisco Unified CallManagerUser Management End User Giving Users Access to the User Options Web PagesCustomizing the Cisco Unified IP Phone Creating Custom Phone Rings Ringlist.xml File Format Requirements PCM File Requirements for Custom Ring Types Configuring a Custom Phone RingList.xml File Format Requirements Creating Custom Background ImagesList.xml Example PNG File Requirements for Custom Background ImagesConfiguring a Custom Background Image Configuring Wideband Headset Codec Configuring the Idle Display OL-11524-01 Page Field Description Field Description OL-11524-01 A P T E R CTL Model Information ScreenSee the Using Cisco Unified IP Status MenuPhones with Different Protocols Select Status Messages Status Messages ScreenAdding Phones with Cisco Unified CallManager Administration section onNetwork Configuration Menu section Message Description Possible Explanation and ActionUnified CallManager Administration Guide Address. See the Network Configuration Settings Security Configuration802.1X Authentication option on the phone Authentication and Status section onMessage Description Possible Explanation and Action Network Configuration Menu section on Phone. See the Firmware Versions Screen Section on page 7-15 to verify the phoneDevice Phone Section on page 4-7 section for details See the Network Configuration MenuMessage Description Possible Explanation and Action Select Network Statistics Network Statistics ScreenPC port is in a link up state and has auto-negotiated Select Firmware Versions Firmware Versions ScreenSelect Call Statistics Call Statistics ScreenMonitoring the Voice Quality of Calls section on MOS LQKOL-11524-01 Monitoring the Cisco Unified IP Phone Remotely Accessing the Web Page for a Phone Network Statistics, Device Logs, Streaming Statistics,Http//IPaddress Disabling and Enabling Web Page Access Choose Device Phone Device InformationUDI Network Configuration Network Configuration Description Description Description Network Statistics Ethernet Information Area Items Description Device Logs Streaming Statistics MOS LQK Streaming Statistics Related Topics Page OL-11524-01 Troubleshooting and Maintenance Resolving Startup Problems Troubleshooting and Maintenance Resolving Startup Problems Identifying Error Messages Verifying IP Addressing and Routing Choose Tools Control Center Cisco CallManager ServiceabilityCreating a New Configuration File Symptom Cisco Unified IP Phone Unable to Obtain IP Address Cisco Unified IP Phone Resets Unexpectedly Verifying Physical ConnectionIdentifying Intermittent Network Outages Verifying Dhcp Settings Checking Static IP Address SettingsVerifying Voice Vlan Configuration Verifying that the Phones Have Not Been Intentionally Reset Eliminating DNS or Other Connectivity ErrorsProblem Possible Cause Checking Power Connection802.1X Enabled on Phone but Not Authenticating 802.1X Not Enabled Summary Explanation General Troubleshooting TipsSee the Call Statistics Screen section on page 7-16 for Unlocking and Locking Options section on page 4-4 forHalfduxcollisionexceedthreshold Performing a Basic Reset, Performing a Factory Reset,Unlocking and Locking Options Performing a Basic ResetOperation Performing Explanation Locking Options section onPerforming a Factory Reset Monitoring the Voice Quality of Calls Using the Quality Report ToolUsing Voice Quality Metrics Troubleshooting Tips Condition Where to Go for More Troubleshooting Information Cleaning the Cisco Unified IP PhoneProviding Information to Users Via a WebsiteHow Users Obtain Support for the Cisco Unified IP Phone How Users Access the Online Help System on the PhoneHow Users Get Copies of Cisco Unified IP Phone Manuals Unified CallManager section on How Users Access a Voice Messaging SystemHow Users Configure Personal Directory Click Next Configuring the Synchronizer OL-11524-01 P E N D I X B Cisco Unified IP Phone FeaturesCMC Calling Features Cisco Unified IP Phone 7970G/7971G-GE Cisco IP Phone Service Application Development Notes for Release 4.13 orCisco Ipma User Guide Cisco IP Phone Expansion Module Cisco CallManager Features and ServicesCisco CallManager Attendant Console User GuideAdding Language Overlays to Phone Buttons Supporting International UsersInstalling the Cisco Unified CallManager Locale Installer Specification Value or Range Technical SpecificationsNetwork and Access Port Pinouts Cable SpecificationsNetwork Port Connector Access Port ConnectorPin Number Function IN-1 NumericsIN-2 IN-3 IN-4 IN-5 IN-6 IN-7 IN-8 IN-9 IN-10 IN-11 IN-12 IN-13 VlanIN-14

Related manuals

Manual 219 pages 44.9 Kb

Manual 20 pages 59.48 Kb

Manual 108 pages 45.99 Kb