Cisco Systems 7970G, 7971G-GE manual General Troubleshooting Tips, Summary Explanation

Page 172

Chapter 9 Troubleshooting and Maintenance

General Troubleshooting Tips

Table 9-1 Cisco Unified IP Phone Security Troubleshooting (continued)

Problem

Possible Cause

Factory Reset Deleted 802.1X Shared Secret

Phone cannot obtain a DHCP-assigned IP address

Phone does not register with

Cisco Unified Communications Manager

Phone status display as “Configuring IP” or “Registering”

Cannot access phone menus to verify 802.1X status

These errors typically indicate that the phone has completed a factory reset (see the “Performing a Factory Reset” section on page 9-14) while 802.1X was enabled. A factory reset deletes the shared secret, which is required for 802.1X authentication and network access. To resolve this, you have two options:

•Temporarily disable 802.1X authentication on the switch.

•Temporarily move the phone to a network environment that is not using 802.1X authentication.

Once the phone starts up normally in one of these conditions, you can access the 802.1X configuration menus and re-enter the shared secret (see the “802.1X Authentication and Status” section on page 4-31).

General Troubleshooting Tips

Table 9-2provides general troubleshooting information for the Cisco Unified IP Phone.

Table 9-2 Cisco Unified IP Phone Troubleshooting

Summary

Explanation

 

 

Daisy-chaining IP phones

Cisco does not support connecting an IP phone to another IP phone

 

through the PC port. Each IP phone should directly connect to a

 

switch port. If phones are connected together in a line (by using the

 

PC port), the phones will not work.

 

 

Poor quality when calling mobile

In Cisco Unified Communications Manager, you can configure the

phones using the G.729 protocol

network to use the G.729 protocol (the default is G.711). When

 

using G.729, calls between an IP phone and a mobile phone will

 

have poor voice quality. Use G.729 only when absolutely necessary.

 

 

Prolonged broadcast storms

A prolonged Layer 2 broadcast storm (lasting several minutes) on

cause IP phones to reset, or be

the voice VLAN may cause IP phones to reset, lose an active call,

unable to make or answer a call

or be unable to initiate or answer a call. Phones may not come up

 

until a broadcast storm ends.

 

 

 

Cisco Unified IP Phone 7970G/7971G-GE Administration Guide for Cisco Unified Communications Manager 7.0

9-10

OL-15299-01

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Contents Americas Headquarters Text Part Number OL-15299-01Page N T E N T S IiiSetting Up the Cisco Unified IP Phone Adjusting the Placement of the Cisco Unified IP Phone Configuring Features, Templates, Services, and Users Disabling and Enabling Web Page Access ViiMonitoring the Voice Quality of Calls ViiiD E OL-15299-01 Audience OverviewOrganization Cisco Unified IP Phone 7970 Series Related DocumentationXii Document Conventions Cisco Product Security OverviewConvention Description Boldface fontItalic screen font Information you must enter is in boldface screen fontXiv An Overview of the Cisco Unified IP Phone Understanding the Cisco Unified IP Phone 7970 SeriesCisco Unified IP Phone What Networking Protocols Are Used? Unified Communications Manager System Networking Protocol Purpose Usage NotesGuide Support, see the LLDP-MED and Cisco Discovery Protocol white paperRtcp RTPRelated Topics Feature Overview Configuring Telephony Features Providing Users with Feature InformationTelephony Features Available for the Phone, Related TopicTopic Reference Refer to Cisco Unified Communications Manager SecurityOverview of Supported Security Features Guide, Troubleshooting chapterFeature Description Unified IP Phone section on page 3-12for more informationMenu section on Understanding Security ProfilesUnified IP Phones section on page 1-16for more information Related Topic Establishing and Identifying Secure Conference Calls Call Security Interactions and Restrictions Supporting 802.1X Authentication on Cisco Unified IP Phones OverviewSecurity Restrictions Best Practices-Requirements and RecommendationsOL-15299-01 See the Telephony Features Available for the Phone Purpose For More InformationRefer to Cisco Unified Communications Manager See theModifying Phone Button Templates sectionAdministration Guide, Directory Number Administration Guide, Softkey TemplateInstalling Cisco Unified IP Phones Administration GuideTask Purpose For More Information Refer to the Cisco Unified Communications ManagerSee the Providing Power to the Phone section on See the Installing the Cisco Unified IP Phone sectionSee the Adjusting the Placement of the Cisco Unified IP Phone section onConfiguration IPv4 Configuration ConfigurationDhcp Refer to Cisco Unified IP Phone 7970 Series GuideOL-15299-01 A P T E R Related Topic Providing Power to the Phone Power Outage, Obtaining Additional Information about Power, Power GuidelinesPower Type Guidelines Phone Power Consumption and Display Brightness Power OutageMax. Power Phone Model Power Configuration Switch BrightnessUnderstanding Phone Configuration Files Obtaining Additional Information about PowerObtaining Power from the Switch See the Resolving Startup Problems section onUnderstanding the Phone Startup Process Purpose Related TopicsConfiguring Vlan See the Network Configuration Menu sectionRequesting the Configuration File See the Understanding Phone ConfigurationTftp server has configuration files, which define Parameters for connecting to CiscoRequires MAC Method Address? Adding Phones with Auto-RegistrationTaps Adding Phones with Auto-Registration and Taps Using Cisco Unified IP Phones with Different Protocols Adding Phones with BATProcedure Converting a New Phone from Sccp to SIPConverting an In-Use Phone from Sccp to SIP Converting an In-Use Phone from SIP to SccpDetermining the MAC Address of a Cisco Unified IP Phone Deploying a Phone in an Sccp and SIP EnvironmentBefore You Begin Network RequirementsNetwork and Access Ports Cisco Unified Communications Manager ConfigurationNetwork and Access Ports, Handset, Speakerphone, Headset, Speakerphone HandsetHeadset Audio Quality Subjective to the User Installing the Cisco Unified IP Phone See the Network and Access Ports section onBefore You Begin See the Headset section on page 3-3for supportedCisco Unified IP Phone 7970 Series Rear Cable Connections Attaching the Cisco Unified IP Phone Expansion Module ModuleAdjusting the Placement of the Cisco Unified IP Phone Adjusting Cisco Unified IP Phone Footstand and Phone HeightSecuring the Phone with a Cable Lock See FigureMounting the Phone to the Wall Verifying the Phone Startup Process Parts Used in Wall Mounting the Cisco Unified IP PhoneConfiguring Startup Network Settings Configuring Security on the Cisco Unified IP Phone From the phone, press the Settings Security ConfigurationRelated Topic OL-15299-01 Configuring Settings on the Cisco Unified IP Phone Displaying a Configuration Menu Unlocking and Locking Options Editing ValuesDhcp settings Dynamic Host Configuration Protocol Dhcp Overview of Options Configurable from a PhonePC Vlan Category Description Network Configuration Menu Option Network Configuration MenuConfiguration Menu section on Option Description To Change To TableConfiguring Settings on the Cisco Unified IP Phone IPv4 Configuration Menu Options Unified Communications Manager Security File, see the Security Configuration Menu Section onGuide. For information about unlocking the CTL Device Configuration Menu File, see to the Security Configuration MenuCan change the Tftp Server 2 address File will be downloaded from the new TftpUnified CM Configuration StateActive Standby BlankSIP Configuration Menu SIP Phones Only Unified Communications Manager Administration GuideDesignation Description Window choose System Device PoolDevice Settings SIP Profile Displaying a Configuration Menu, Device Configuration Menu,Call Preferences Menu SIP Phones Only Directory NumberHttp Configuration Menu Phone ConfigurationSpeed Dial LineLocale Configuration Menu ActivatedConfiguration Menu SIP Phones Only section UI Configuration MenuParameters Administration Device Phone Phone Gets used see Media Configuration MenuInterface User Preferences Audio Preferences Wideband HeadsetMedia Configuration Menu User Preferences Audio Preferences Wideband HandsetThat the remote party receives. The remote party Is the party who is on a call with the party whosePhone Phone Configuration to set this User PreferencesAudio Preferences Wideband Handset Choose Device Phone PhonePower Save Configuration Menu Enterprise ParametersEthernet Configuration Menu Security Configuration Menu16describes the options on the Security Configuration menu QoS Configuration Menu Network ConfigurationDisabled-default Phone Phone ConfigurationCall Statistics Screen, Streaming Statistics, Device Phone Phone Eliminates the need to manually control firmwarePhone Advantage/Unified Video Advantage Cvta is connected toSwitch. Settings include LowSecurity Configuration Menu MICCisco Unified Communications Manager Security GuideSee the 802.1X Authentication and Status File installs automatically when the phoneCTL File Menu For this phone802.1X Authentication and Status Trust List MenuSection in Cisco Unified Communications Manager Security GuideChoose Settings Security Configuration 802.1X Authentication DeviceAuthentication 802.1X Authentication EAP-MD5Softkey OL-15299-01 Configuring Features, Templates, Services, and Users Telephony Features Available for the PhoneFeature Description Configuration Reference Features and Services Guide, Barge Communications Manager FeaturesCommunications Manager Feature Features and Services Guide, CallAdministration Guide, Directory Forward Maximum Hop Count service parameterSpecifying Options that Appear on User Options Web Pages,Administration Guide, Call Park Features and Services Guide, Call ParkServices Guide, Monitoring Communications System GuideAdministration Guide, Cisco Unified Features and Services Guide, CiscoAdministration Guide, Client Matter Features and Services Guide, ClientServices Guide, Custom Phone Rings Chapter Individually. Conference features includeSystem Guide Features and Services Guide, Do Not Disturb Administration Guide, Hunt Group Features and Services Guide, ImmediateCisco Unified CallManager Feature See Configuring Softkey TemplatesUnified IP Phone Guide, Basic Call Refer to Cisco Unified CommunicationsFeatures and Services Guide, Malicious Manager Administration Guide, DirectoryAutomatically placed on hold Number Configuration chapter Call Identification chapterAdministration Guide, Music On Hold Features and Services Guide, Music OnFeatures and Services Guide Barge Manager System Guide, SIP Dial RulesAdministration Guide, Phone Button Administration Guide, Modifying PhoneFeatures and Services Guide, Quality QRTAdministration Guide, Conference Administration Guide, Device Pool Administration Guide, Time PeriodRefer to the Cisco Unified IP Phone Service Administration Guide, UnderstandingConfiguring Corporate and Personal Directories Manager Administration GuideCisco VT Advantage Administration Administration Guide, CiscoConfiguring Corporate Directories Configuring Personal DirectoryModifying Phone Button Templates Address Book SynchronizerChoose Device Device Settings Phone Services Configuring Softkey Templates Setting Up Services Adding Users to Cisco Unified Communications ManagerGiving Users Access to the User Options Web Pages Managing the User Options Web PagesOL-15299-01 Customizing and Modifying Configuration Files Customizing the Cisco Unified IP PhoneCreating Custom Phone Rings Ringlist.xml File Format RequirementsCreating Custom Background Images Configuring a Custom Phone RingPCM File Requirements for Custom Ring Types List.xml File Format Requirements List.xml ExampleConfiguring a Custom Background Image PNG File Requirements for Custom Background ImagesConfiguring Wideband Codec Configuring the Idle Display Field Description Field Description OL-15299-01 Model Information Screen, Status Menu, See the Using Cisco Unified IP Phones with Model Information ScreenCTL Different Protocols section onPress the Settings button Status MenuStatus Messages Screen Select Status MessagesAdministration section on page 2-12for Network Configuration Menu section onMessage Description Possible Explanation and Action Cisco Unified Communications ManagerSettings Security Configuration Information, see the 802.1X AuthenticationAddress. See the Network Configuration Status section on4-5section for details Versions Screen section on page 7-11to verify See the Network Configuration MenuSection on page 4-5section for details Has not provided a DNS server. Check Network Statistics Screen Select Network StatisticsOL-15299-01 Port IPv4 Firmware Versions ScreenSelect Firmware Versions To exit the Firmware Version screen, press the Exit softkey Expansion Modules ScreenSelect Expansion Modules Press the Settings button Select Status Call Statistics ScreenSelect Call Statistics 6explains the items displayed in the Call Statistics screenVoice Quality Metrics MOS LQKPreceding 8-second interval of the voice stream. For more That the Cisco Unified IP Phone usesDescription OL-15299-01 Accessing the Web Page for a Phone Monitoring the Cisco Unified IP Phone RemotelyHttp//IPaddress Device Information Disabling and Enabling Web Page AccessChoose Device Phone Network Configuration UDIDescription Description PC Vlan Network Statistics Lldp Device Logs Streaming StatisticsCisco Unified IP Phone uses Voice Quality Metrics Related Topics OL-15299-01 Troubleshooting and Maintenance Resolving Startup ProblemsIdentifying Error Messages, Checking Network Connectivity, Identifying Error Messages Verifying DNS Settings Choose Tools Control Center Network ServicesCreating a New Configuration File Cisco Unified IP Phone Resets Unexpectedly Symptom Cisco Unified IP Phone Unable to Obtain IP AddressVerifying Physical Connection Identifying Intermittent Network OutagesVerifying Dhcp Settings Checking Static IP Address SettingsVerifying Voice Vlan Configuration Verifying that the Phones Have Not Been Intentionally ResetChecking Power Connection Troubleshooting Cisco Unified IP Phone SecurityProblem Possible Cause 802.1X Enabled on Phone but Not Authenticating General Troubleshooting Tips Summary ExplanationSee the Call Statistics Screen section on page 7-13 for Options section on page 4-3 for detailsInformation about displaying these statistics Problem Solution To resolve this problem, re-enable the port from the switchHalfduxcollisionexceedthreshold Performing a Basic Reset Resetting or Restoring the Cisco Unified IP PhoneOperation Performing Explanation Using the Quality Report Tool Performing a Factory ResetUsing Voice Quality Metrics Monitoring the Voice Quality of CallsTroubleshooting Tips Metric Change ConditionWhere to Go for More Troubleshooting Information Cleaning the Cisco Unified IP PhoneOL-15299-01 Providing Information to Users Via a Website How Users Access the Online Help System on the Phone How Users Get Copies of Cisco Unified IP Phone ManualsHow Users Access a Voice-Messaging System HtmlHow Users Configure Personal Directory Entries Installing the SynchronizerConfiguring the Synchronizer Programs Cisco Systems TabSyncOL-15299-01 Features Sccp SIPWMI Sccp SIP Tool Cisco Unified IP Phone Service Application Cisco Unified Communications Manager FeaturesServices Guide Development Notes for Release 4.13 or laterOL-15299-01 Supporting International Users Adding Language Overlays to Phone ButtonsSupport for International Call Logging Physical and Operating Environment Specifications Specification Value or RangeCable Specifications Network and Access Port PinoutsNetwork Port Connector Pin Number FunctionAccess Port Connector OL-15299-01 Basic Phone Administration Steps Example User Information for these ProceduresProceed to Configuring the Phone, page E-3 Adding a User From an External Ldap DirectoryChoose System Ldap Ldap Directory Click Perform Full Sync NowConfiguring the Phone Proceed to the section Configuring the Phone, page E-3Example johndoe Example doeOL-15299-01 Page Choose User Management End User Click Device AssociationsPerforming Final End User Configuration Steps IN-1 See CDP IN-2PCM file requirements Daisy chaining 9-10data Vlan Computer telephony integration CTIIN-3 See Dhcp SignalingIN-4 Mlpp DNDIN-5 Codec 729 Adjustment plate Identifying Forced authorization codesIN-6 LLDP-MED See HttpIN-7 Mobile phone interference Mobile voice access MAC Address Operational Vlan ID PC Port ConfigurationMessages button Messages URL Message waiting Metrics, voice quality MIC Mobile connectCDP Cppdp Dhcp Http Rtcp RTP Sccp SIP TCP Tftp TLS UDP IN-9Real-Time Control Protocol See RtcpReal-Time Transport Protocol See RTPSettings button Settings menu access LSC MICStreaming Status menu Description IN-11See Srst Survivable Remote Site TelephonyIN-12 See UDP See TCPSee TLS See TftpAccessing Console Logs Core Dumps Documentation for A-2Providing required information to A-1 Vlan
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7970G, 7971G-GE specifications

The Cisco Systems 7971G-GE is a sophisticated IP phone designed for enterprise communication, offering a range of features that enhance productivity and collaboration. As part of the Cisco Unified Communications portfolio, this phone is known for its impressive technology and reliable performance.

One of the main features of the 7971G-GE is its high-resolution color display. The 5-inch LCD screen provides users with a visually appealing and intuitive interface, allowing for easy navigation through menus and contacts. The phone supports up to six lines, making it ideal for users who require multiple lines for simultaneous calls. Users can effortlessly manage calls with the ability to switch between lines and access important call features like hold, transfer, and conference calling.

In terms of audio quality, the Cisco 7971G-GE is equipped with high-definition voice technology. This feature ensures crystal-clear sound during calls, reducing background noise and enhancing the clarity of conversations. The phone also supports wideband audio codecs, enabling a richer voice experience that is particularly valuable in business environments.

The phone is designed with user convenience in mind. It offers programmable buttons that can be customized to suit individual needs, allowing easy access to frequently used functions or contact lists. Additionally, the presence indicator feature lets users see the availability of their colleagues in real-time, promoting more effective communication and collaboration.

Networking capabilities are another strong point of the Cisco 7971G-GE. The phone supports both Power over Ethernet (PoE) and standard Ethernet connectivity. This enables easy deployment without the need for additional power outlets. Moreover, the device is compatible with various Cisco communication platforms, integrating seamlessly with existing Cisco infrastructure, which is essential for businesses looking to upgrade their communications systems.

Security is a crucial consideration for modern enterprises, and Cisco addresses this with robust encryption features that protect voice and video calls. The phone supports secure signaling and media encryption, ensuring that sensitive conversations remain confidential.

Overall, the Cisco Systems 7971G-GE is a feature-rich IP phone that combines advanced technology with user-friendly design. Its high-definition audio, customizable features, and seamless integration with Cisco networks make it a popular choice for businesses seeking to improve their communication systems. With its reliability and performance, the Cisco 7971G-GE continues to support effective collaboration in an increasingly connected world.
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