Cisco Systems 6921 Checking Static IP Address Settings, Verifying the Voice Vlan Configuration

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Chapter

Cisco Unified IP Phone Resets Unexpectedly

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 “Network Setup Menu” section on page 4-4for more information.

Verifying the Voice VLAN Configuration

If the Cisco Unified IP Phone appears to reset during heavy network usage (for example, following extensive web surfing on a computer connected to the same switch as the 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 the “Understanding How the Cisco Unified IP Phone Interacts with the VLAN” section on page 2-2for details.

Verifying that the Phones Have Not Been Intentionally Reset

If you are not the only administrator with access to Cisco Unified Communications Manager, you should verify that no one else has intentionally reset the phones.

You can check whether a Cisco Unified IP Phone received a command from Cisco Unified Communications Manager to reset by pressing the Applications button on the phone and choosing Administrator Settings > Status > Network Statistics. If the phone was recently reset, one of these messages appears:

•Reset-Reset—Phone closed due to receiving a Reset/Reset from Cisco Unified Communications Manager Administration.

•Reset-Restart—Phone closed due to receiving a Reset/Restart from Cisco Unified Communications Manager Administration.

Eliminating DNS or Other Connectivity Errors

If the phone continues to reset, follow these steps to eliminate DNS or other connectivity errors:

Procedure

Step 1 Use the Reset Settings menu to reset phone settings to their default values. See the “Resetting or Restoring the Cisco Unified IP Phone” section on page 9-12for details.

Step 2 Modify DHCP and IP settings:

a.Disable DHCP. See the “Network Setup Menu” section on page 4-4for instructions.

b.Assign static IP values to the phone. See the “Network Setup Menu” section on page 4-4for instructions. Use the same default router setting used for other functioning Cisco Unified IP Phones.

c.Assign a TFTP server. See the “Network Setup Menu” section on page 4-4for instructions. Use the same TFTP server used for other functioning Cisco Unified IP Phones.

Step 3 On the Cisco Unified Communications Manager server, verify that the local host files have the correct Cisco Unified Communications Manager server name mapped to the correct IP address.

Cisco Unified IP Phone 6921, 6941, 6945, and 6961 Administration Guide for Cisco Unified Communications Manager 8.5 (SCCP and SIP)

 

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Contents Text Part Number OL-23769-01 Americas HeadquartersPage N T E N T S Footstand Configuring Features, Templates, Services, and Users Manager How Users Obtain Support for the Cisco Unified IP Phone A-1 Viii Audience OverviewOrganization Chapter DescriptionCisco Unified IP Phone 6900 Series Related DocumentationCisco Product Security Overview Document ConventionsConvention Description Boldface fontItalic screen font Information you must enter is in boldface screen fontYou press the D key An Overview of the Cisco Unified IP Phone 1describes the buttons on the Cisco Unified IP Phone Understanding the Cisco Unified IP Phones 6921, 6941, 6945,Features on the Cisco Unified IP Phone Cisco Unified IP Phone 6941 2describes the buttons on the Cisco Unified IP Phone 6941Chapter Features on the Cisco Unified IP Phone 6941 3describes the buttons on the Cisco Unified IP Phone 3shows the main components of the Cisco Unified IP PhoneFeatures on the Cisco Unified IP Phone Networking Protocol Purpose Usage Notes What Networking Protocols are Used?CDP Authentication on Cisco Unified IP Phones section Dynamic Host Configuration Protocol chapterDhcp Communications Manager System GuideWhite paper See the LLDP-MED and Cisco Discovery ProtocolNologieswhitepaper0900aecd804cd46d.shtml SIPCisco Unified Communications Manager Communications Manager Security GuideSystem Guide Related TopicsConfiguring Telephony Features Feature OverviewRelated Topic Providing Users with Feature Information Understanding Security Features for Cisco Unified IP PhonesTopic Reference Refer to the Troubleshooting Guide for Cisco UnifiedCommunications Manager Feature Description Overview of Supported Security FeaturesInformation Security Profiles section on page 1-18for more information Access section onUnderstanding Security Profiles Configuration Menu section onIdentifying Encrypted Phone Calls Unified IP Phones section on page 1-21for more informationEstablishing and Identifying Secure Conference Calls Initiator’s Phone Feature UsedResults of Action Overview Supporting 802.1X Authentication on Cisco Unified IP PhonesSecurity Restrictions Configuring Cisco Unified IP Phones in Cisco Unified CM Configuration chapter in the Cisco Communications Communications Manager Features and Services GuideManager Administration Guide Purpose For More InformationCommunications Manager Administration Guide Administration GuideCommunications Manager Administration Guide, Cisco Manager Administration Guide, IP Phone ServicesTask Purpose For More Information Communications Manager Administration Guide, EndUnified Communications Manager See the Providing Power to the Cisco Unified IP Phone Installing Cisco Unified IP PhonesSee the Installing the Cisco Unified IP Phone section See the Footstand section onUser Guide for Cisco Unified Communications Refer to Cisco Unified IP Phone 6921, 6941,Manager Terminology Differences User Guide Administration and System GuidesChapter Terminology Differences A P T E R Related Topic Understanding the Phone Startup Process, Network Setup Menu, Providing Power to the Cisco Unified IP PhonePower Outage Power GuidelinesPower Type Guidelines Obtaining Additional Information about Power Understanding Phone Configuration FilesChapter Understanding Phone Configuration Files Understanding the Phone Startup Process Resolving Startup Problems,Purpose Related Topics Adding Phones to the Cisco Unified CM DatabaseAdding Phones to the Cisco Unified CM Database Requesting the Configuration FileOther information for the phone Contacting Cisco Unified CM Adding Phones with Auto-Registration Administration Tool BAT updates informationRequires MAC Method Address? TapsAdding Phones with Auto-Registration and Taps Adding Phones with Cisco Unified CM AdministrationAdding Phones with BAT Using Cisco Unified IP Phones with Different ProtocolsConverting a New Phone from Sccp to SIP Deploying a Phone in an Sccp and SIP Environment ProcedureDetermining the MAC Address for a Cisco Unified IP Phone OL-23769-01 Network Requirements Before You BeginNetwork and Access Ports Cisco Unified Communications Manager ConfigurationNetwork and Access Ports, Handset, Speakerphone, Headset, Speakerphone HandsetHeadset Audio Quality See the Network and Access Ports section on Installing the Cisco Unified IP PhoneSee the Headset section on page 3-3for supported See the Adding Phones to the Cisco Unified CMCisco Unified IP Phone 6921 and 6941 Cable Connections Cisco Unified IP Phone 6961 Cable Connections Cisco Unified IP Phone 6945 Cable Connections Footstand Reducing Power Consumption on the PhoneCisco Unified IP Phone 6921 199283 Cisco Higher Viewing Angle Verifying the Phone Startup Process Mounting the Phone to the WallLower Viewing Angle Configuring Security on the Cisco Unified IP Phone Configuring Startup Network SettingsHold Mute Speaker Before You Begin Configuration Menus on the Cisco Unified IP Phone Configuring Settings on the Cisco Unified IP PhoneSelect Admin Settings Displaying a Configuration MenuPress the Applications button Unlocking and Locking Options, Editing Values,Unlocking and Locking Options Network Setup Menu, IPv4 Setup Menu Options,Editing Values Option Description To Change Network Setup MenuSelect Configuration Configure both to auto-negotiatePC Vlan System Enterprise PhoneDevice Phone Phone IPv4 Setup Menu OptionsDiscovery protocol, which should match the protocol IPv4 Setup Menu Options Related Topics 802.1X Authentication and Status Security Configuration MenuDevice Phone Phone Configuration Trust List MenuSecurity Config 802.1X Authentication Choose Applications Admin SettingsDevice Authentication Settings Security ConfigurationConfiguring Features, Templates, Services, and Users Choose System Service Parameter and select Feature Description Configuration ReferenceSet Builtin Bridge Enable to On Configuration Device Device Settings Configuration System Enterprise PhoneCommon Phone Profile Features and Services Guide, Call Display Features and Services Guide, Cisco CallAdministration Guide, Directory Number Forward Maximum Hop Count service parameterServices Guide, Monitoring and Recording Services Guide, Call Park and Directed CallConfiguring the Phone to Support Call Understanding Directory NumbersUnified Communications Manager Features Services GuideExtension Mobility chapter in the Cisco CMC Services Guide, Cisco Web DialerServices Guide, Do Not Disturb Services Guide, Immediate DivertManager Features and Services Guide, Hold Feature, see the Cisco Unified CommunicationsAdministration Guide, Hunt Group Services Guide, Intercom Communications Manager FeatureRefer to Cisco Unified Communications Manager System Guide, Cisco Unified IPAdministration Guide, Message Waiting Features and Services Guide, MaliciousServices Guide, Music On Hold Administration Guide, Phone Button Features and Services Guide BargeFeatures and Services Guide, Quality Unified IP Phone 6921, 6941, 6945,Administration Guide, Conference Overview of Supported Security FeaturesBridge Configuration Creating Custom Phone Rings sectionServices Administration Guide, Cisco Voice-Mail Administration Guide, Time PeriodJoin and Direct Transfer Policy Configuring Corporate Directories Configuring Corporate and Personal DirectoriesConfiguring Personal Directory Personal Directory consists of the following featuresModifying Phone Button Templates Click Save Configuring Softkey Templates Supported as a Softkey on Cisco Feature Configuration 6961Unified IP Phone Softkey Template DNDSetting Up Services Adding Users to Cisco Unified Communications Manager Giving Users Access to the User Options Web PagesManaging the User Options Web Pages Enter the appropriate search criteria and click Find Click Add SelectedClick Save Selected/Changes Specifying Options that Appear on the User Options Web Pages Configuring the Phone to Support Call Waiting OL-23769-01 Customizing the Cisco Unified IP Phone Customizing and Modifying Configuration FilesDistinctiveRingList File Format Requirements Creating Custom Phone RingsPCM File Requirements for Custom Ring Types Configuring a Custom Phone RingConfiguring the Idle Display Field Description Page Model Information Screen, Status Menu, Model Information ScreenStatus Messages Screen Status MenuNetwork Setup Menu section on page 4-4for Administration section on page 2-10for detailsSelect Status Messages Message Description Possible Explanation and ActionNetwork Setup Menu section on Address. See the Network Setup Menu sectionIf you are using DHCP, check the Dhcp server On page 4-4for details on assigning a static IPMenu section on page 4-4for details Setup Menu section on page 4-4for details onNetwork Statistics Screen Select Status Network Statistics Port IPv4 Call Statistics ScreenSelect Call Statistics Select StatusCall Statistics screen displays these items Voice Quality MetricsMOS LQK Security ConfigurationVoice stream Cisco Unified IP Phone usesSecurity Configuration screen displays these items OL-23769-01 Monitoring the Cisco Unified IP Phone Remotely Http//IPaddress Accessing the Web Page for a PhoneDevice Information Disabling and Enabling Web Page AccessChoose Device Phone UDI Network SetupDescription Description Network Statistics Number of Lldp TLVs that are not recognized on the phone LldpStreaming Statistics Device LogsStreaming Statistics Area Items Stream Configuring Settings on the Cisco Unified IP Phone chapter Resolving Startup Problems Troubleshooting and MaintenanceChapter Resolving Startup Problems Identifying Error Messages Choose Tools Control Center Feature Services Verifying DNS SettingsExperiencing problems Symptom Cisco Unified IP Phone Unable to Obtain IP AddressVerifying Dhcp Settings Cisco Unified IP Phone Resets UnexpectedlyVerifying the Physical Connection Identifying Intermittent Network OutagesVerifying the Voice Vlan Configuration Checking Static IP Address SettingsVerifying that the Phones Have Not Been Intentionally Reset Eliminating DNS or Other Connectivity ErrorsChecking Power Connection Troubleshooting Cisco Unified IP Phone SecurityProblem Possible Cause General Troubleshooting Tips Locking Options section on page 4-3 for details Summary ExplanationDisplaying these statistics Halfduxcollisionexceedthreshold To resolve this problem, re-enable the port from the switchPerforming a Basic Reset Resetting or Restoring the Cisco Unified IP PhonePerforming a Factory Reset Operation Performing ExplanationMonitoring the Voice Quality of Calls Metric Change Condition Troubleshooting TipsCleaning the Cisco Unified IP Phone Where to Go for More Troubleshooting InformationCisco Unified IP Phone Troubleshooting Resources Chapter Cleaning the Cisco Unified IP Phone Providing Information to Users Via a Website How Users Access a Voice Messaging System Installing the Synchronizer How Users Configure Personal Directory EntriesConfiguring the Synchronizer Support for International Call Logging Installing the Cisco Unified CM Locale InstallerAppendix Support for International Call Logging Specification Value or Range Physical and Operating Environment SpecificationsNetwork and Access Port Pinouts Cable SpecificationsNetwork Port Connector Pin Number FunctionTable C-3describes the access port connector pinouts Access Port ConnectorAppendix Network and Access Port Pinouts Example User Information for these Procedures Basic Phone Administration StepsAdding a User From an External Ldap Directory Adding a User to Cisco Unified CMChoose System Ldap Ldap Directory Click Perform Full Sync NowProceed to the section Configuring the Phone, page D-3 Configuring the PhoneExample doe Appendix Configuring the Phone Appendix Configuring the Phone Associate the user with the device Performing Final End User Configuration StepsChoose User Management End User Click Device AssociationsInstalling the Wall Mount Kit for the Cisco Installing the Bracket Figure E-2 Mounting the Wall Bracket Figure E-3 Attaching the Phone Bracket Figure E-4 Preparing the Handset Hook Figure E-5 Attaching the Cables Figure E-6 Attaching the Phone to the Wall Bracket Appendix Installing the Bracket ADA Non-Lockable Wall Mount Kit for 6900 Series Cisco Unified IP Phone Non-Lockable Wall MountComponents Following figure shows the contents of the Wall Mount kitPackage includes these items Before You Begin Install Non-Lockable Wall Mount Kit for PhoneFigure F-4 Mount the Wall Bracket Figure F-5 Attach Phone Bracket Remove Phone from Non-Lockable Wall Mount Proceed to of Installing the Bracket, page E-2Figure F-7 Figure F-8 Protocol Features Feature Support by Protocol for the CiscoAppendix Sccp SIP Tool Numerics Barge Access portConfiguration file Creating Conference joining Configurable call forward displayDistinctiveRingList.xml file format Divert Data Vlan Days Backlight Not Active Debug Display webFeature buttons Applications Fast dials Address book Fast dial serviceContacts Navigation Programmable line buttonShared line Hold reversion Services URL button Hold button, descriptionSpeed dialing G-4 Host Name Time-of-Day Routing HttpSW Port Configuration IP address, troubleshooting 9-3IPv4 ConfigurationCast CDP Dhcp Http Rtcp RTP Sccp SIP Srtp TCP Tftp TLS UDP Network Configuration webPrivate Line Automated Ringdown Plar Sccp Secure conference 5-13,G-4 Settings menu accessStatus messages Status Messages screen Status Messages web Srst SrtpStream 1 web LLDP-MEDTransfer button, description Time zone update TLS TransferVlan IN-11 Wideband codec XmlDefault.cnf.xmlIN-12
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