Cisco Systems 7960G, 7940G manual Troubleshooting and Maintenance Resolving Startup Problems

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Chapter 8 Troubleshooting and Maintenance

Resolving Startup Problems

Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal Startup Process

When you connect a Cisco Unified IP Phone into the network port, the phone should go through its normal startup process and the LCD screen should display information. If the phone does not go through the startup process, the cause may be faulty cables, bad connections, network outages, lack of power, and so on. Or, the phone may not be functional.

To determine whether the phone is functional, follow these suggestions to systematically eliminate these other potential problems:

1.Verify that the network port is functional:

–Exchange the Ethernet cables with cables that you know are functional.

–Disconnect a functioning Cisco Unified IP Phone from another port and connect it to this network port to verify the port is active.

–Connect the Cisco Unified IP Phone that will not start up to a different port that is known to be good.

–Connect the Cisco Unified IP Phone that will not start up directly to the port on the switch, eliminating the patch panel connection in the office.

2.Verify that the phone is receiving power:

–Verify that the electrical outlet is functional.

–If you are using in-line power, use the external power supply instead.

–If you are using the external power supply, switch with a unit that you know to be functional.

If after attempting these solutions, the LCD screen on the Cisco Unified IP Phone does not display any characters after at least five minutes, perform a factory reset of the phone (see the “Performing a Factory Reset” section on page 8-14). If the phone still does not display characters, contact a Cisco technical support representative for additional assistance.

Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified Communications Manager

If the phone proceeds past the first stage of the startup process (LED buttons flashing on and off) but continues to cycle through the messages displaying on the LCD screen, the phone is not starting up properly. The phone cannot successfully start up unless it is connected to the Ethernet network and it has registered with a Cisco Unified Communications Manager server.

These sections can assist you in determining the reason the phone is unable to start up properly:

•Identifying Error Messages, page 8-3

•Registering the Phone with Cisco Unified Communications Manager, page 8-3

•Checking Network Connectivity, page 8-3

•Verifying TFTP Server Settings, page 8-3

•Verifying IP Addressing and Routing, page 8-4

•Verifying DNS Settings, page 8-4

•Verifying Cisco Unified Communications Manager Settings, page 8-4

Cisco Unified IP Phone 7960G/7940G Administration Guide for Cisco Unified Communications Manager 7.0 (SCCP)

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Contents Americas Headquarters Text Part Number OL-15498-01Copyright 2008 Cisco Systems, Inc. All rights reserved N T E N T S Network Requirements Configuring Security on the Cisco Unified IP Phone ViiPort 1 Network, Port 2 Access, and Port 3 Phone Statistics ViiiCable Specifications E-2 D E Organization OverviewAudience XiiiChapter Description Cisco Unified Communications Manager AdministrationRelated Documentation Cisco Unified IP Phone 7960G/7940G SeriesCisco Unified Communications Manager Business Edition Document ConventionsCisco Product Security Overview Convention DescriptionXvi An Overview of the Cisco Unified IP Phone Cisco Unified IP Phone 7960G An Overview of the Cisco Unified IP Phone Refer Cisco Unified Communications Manager What Networking Protocols Are Used?Networking Protocol Purpose Usage Notes System GuideUDP Related TopicsRelated Topic Feature OverviewConfiguring Telephony Features Understanding Security Features for Cisco Unified IP Phones Providing Users with Feature InformationGuide Topic ReferenceRefer to Cisco Unified Communications Manager Security Refer to Cisco Unified Communications ManagerCommunications Manager Security Guide Overview of Supported Security FeaturesFeature Description Phone section on page 3-10for more informationUnderstanding Security Profiles Identifying Encrypted and Authenticated Phone Calls Security RestrictionsCapf Interaction when the Phone Resets ExampleOL-15498-01 Refer to the Cisco Unified Communications Manager Administration Guide, Directory NumberPurpose For More Information Task Purpose For More Information Administration Guide, Softkey TemplateAdministration Guide URLInstalling Cisco Unified IP Phones Series Phone Guide for Cisco Unified Settings Network ConfigurationRefer to Cisco Unified IP Phone 7960G/7940G Communications Manager 7.0 SccpOL-15498-01 A P T E R Related Topic Providing Power to the Cisco Unified IP Phone Obtaining Additional Information about Power Power GuidelinesPower Outage Power Type GuidelinesUnderstanding Phone Configuration Files URLUnified Communications Manager Security Guide Understanding the Phone Startup ProcessDescription Related Topics Request the configuration file Taps Adding Phones with Auto-RegistrationRequires MAC Method Address? Adding Phones with Auto-Registration and Taps Unified Communications Manager System GuideAdding Phones with BAT Using Cisco Unified IP Phones with Different ProtocolsProcedure Converting a New Phone from Sccp to SIPDeploying a Phone in an Sccp and SIP Environment Converting an In-Use Phone from Sccp to SIPConverting an In-Use Phone from SIP to Sccp Determining the MAC Address for a Cisco Unified IP Phone ParametersSetting Up the Cisco Unified IP Phone Before You BeginNetwork Requirements Cisco Unified Communications Manager ConfigurationNetwork and Access Ports, Handset, Speakerphone, Headset, Speakerphone Network and Access PortsHandset HeadsetAudio Quality Subjective to the User Before You Begin Installing the Cisco Unified IP PhoneProcedure Reference Cisco Unified IP Phones 7960G and 7940G Cable Connections Attaching the Cisco Unified IP Phone Expansion Module Expansion ModuleConfiguring Softkey Templates, Adjusting the Placement of the Cisco Unified IP PhoneAdjusting Cisco Unified IP Phone Footstand and Phone Height Mounting the Phone to the WallVerifying the Phone Startup Process Parts Used in Wall Mounting the Cisco Unified IP PhoneConfiguring Startup Network Settings Configuring Security on the Cisco Unified IP PhoneFrom the phone, choose Settings Security Configuration OL-15498-01 Configuring Network Settings on the Cisco Unified IP Phone Displaying the Network Configuration MenuUnlocking and Locking Options Editing Values Overview of Network Configuration OptionsNetwork Configuration Category Description Menu OptionOption Description To Change Network Configuration MenuPC Vlan Configuration Menu section on Communications Manager Security Guide. For informationManager, choose System Enterprise Communications Manager Options section onSystem Device Pool Manager, choose Device Phone Phone ConfigurationChoose System Enterprise Parameters Including language, font, date and time formatting, Disabling the phone’s ability to accept Gratuitous ARP will Blank Cisco Unified Communications Manager OptionsState Device Pool Communications Manager Administration GuideDesignation Description To Cisco Unified Communications Manager Security GuideOL-15498-01 Configuring Features, Templates, Services, and Users Communications Manager Features and Services Feature Description Configuration ReferenceAdministration Guide, Cisco Unified IP Cisco Unified Communications ManagerAdministration Guide, Configuring Features and Services Guide, BargeFeatures and Services Guide, Call Display Specifying Options that Appear on the UserCommunications Manager System Guide, Call Administration Guide, Configuring CiscoUnified Communications Manager Features Communications Manager System GuideDND Unified Communications ManagerMcid Features and Services Guide, MaliciousAdministration Guide, Message Waiting MlppServices menu on a phone Administration Guide, Conference Bridge Administration Guide, Time PeriodManager Administration Guide Cisco VT Advantage Administration GuideConfiguring Personal Directory Configuring Corporate and Personal DirectoriesConfiguring Corporate Directories Creating Custom Phone RingsModifying Phone Button Templates SynchronizerConfiguring Softkey Templates Setting Up ServicesManaging the User Options Web Pages Giving Users Access to the User Options Web PagesAdding Users to Cisco Unified Communications Manager Procedure OL-15498-01 A P T E R Model Information Screen Status MenuMessage Description Possible Explanation and Action Status Messages ScreenSelect Status Messages Address. See the Network Configuration Menu Communications Manager AdministrationNetwork Configuration Menu section on Adding Phones with Cisco UnifiedConfiguration Menu section on page 4-4section for Configuration Menu section on page 4-4for See the Firmware Versions Screen section onMessage Component Description Network Statistics ScreenSelect Network Statistics Firmware Versions Screen Select Expansion Module Stats Expansion Module Stats ScreenSelect Firmware Versions Call Statistics Screen Select Call StatisticsMonitoring the Voice Quality of Calls section on Voice Quality MetricsMOS LQK Security Configuration Menu CTL File MenuCertificate Icon Trust List Menu Monitoring the Cisco Unified IP Phone Remotely Accessing the Web Page for a Phone Http//IPaddressChoose Device Phone Disabling and Enabling Web Page AccessDevice Information Network Configuration Vlan ID Description Network Statistics Ethernet StatisticsPort 1 Network, Port 2 Access, and Port 3 Phone Statistics Description Device Logs Status Messages Streaming StatisticsStack Statistics Streaming Statistics Area Items Description OL-15498-01 Troubleshooting and Maintenance Resolving Startup ProblemsTroubleshooting and Maintenance Resolving Startup Problems Identifying Error Messages Verifying IP Addressing and Routing Creating a New Configuration File Choose Tools Control Center Feature ServicesVerifying Physical Connection Cisco Unified IP Phone Resets UnexpectedlySymptom Cisco Unified IP Phone Unable to Obtain IP Address Verifying Voice Vlan Configuration Verifying Dhcp SettingsChecking Static IP Address Settings Identifying Intermittent Network OutagesVerifying that the Phones Have Not Been Intentionally Reset Eliminating DNS or Other Connectivity ErrorsTroubleshooting Cisco Unified IP Phone Security Problem Possible CauseOptions section on page 4-2for details General Troubleshooting TipsSummary Explanation Summary Explanation Problem Solution HalfduxcollisionexceedthresholdRestore softkey Resetting or Restoring the Cisco Unified IP PhonePerforming a Basic Reset Default softkeyPerforming a Factory Reset Using the Quality Report Tool Monitoring the Voice Quality of CallsMetric Change Condition Where to Go for More Troubleshooting Information Cleaning the Cisco Unified IP PhoneOL-15498-01 Providing Information to Users Via a Website How Users Get Copies of Cisco Unified IP Phone Manuals How Users Access a Voice Messaging System How Users Configure Personal Directory EntriesPrograms Cisco Systems TabSync Installing the SynchronizerConfiguring the Synchronizer Page OL-15498-01 Features Sccp SIPSIP QRTServices Guide Cisco Unified IP Phone Service ApplicationCisco Unified Communications Manager Features Development Notes for Release 4.13 or laterOL-15498-01 Supporting International Users Adding Language Overlays to Phone ButtonsOL-15498-01 Physical and Operating Environment Specifications Specification Value or RangeNetwork Port Connector Cable SpecificationsNetwork and Access Port Pinouts Access Port ConnectorPin Number Function OL-15498-01 Basic Phone Administration Steps Example User Information for these ProceduresChoose System Ldap Ldap Directory Proceed to Configuring the Phone, page F-3Adding a User From an External Ldap Directory Click Perform Full Sync NowProcedure to Configure Phone Configuring the PhoneProcedure To Select Phone Model and Protocol Example johndoeOL-15498-01 Page OL-15498-01 Choose User Management End User Click Device AssociationsPerforming Final End User Configuration Steps Click Save OL-15498-01 Numerics IN-1IN-2 CapfCDP IN-3 External power IN-4Mlpp B-2 IN-5CDP Dhcp Http RTP Sccp SIP TCP Tftp UDP IN-6QRT B-2 IN-7See Srst IN-8Dhcp DNS IN-9Vlan IN-10
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7960G, 7940G specifications

Cisco Systems has long been a leader in creating innovative networking and communication solutions. Among their range of Voice over IP (VoIP) phones, the Cisco 7960G and 7940G stand out as robust, versatile devices that cater to the needs of modern businesses. Released in the early 2000s, these models respectively combine functionality, ease of use, and key features tailored for effective communication.

The Cisco 7960G is a high-end model designed for users who demand advanced features and functionalities. It comes with a large backlit LCD display that not only enhances visibility but also provides easy navigation through various options. The phone supports up to six lines, allowing users to manage multiple calls effortlessly. Its user-friendly interface includes programmable feature buttons and a 10/100 Ethernet switch, enabling seamless integration into existing networks.

On the other hand, the Cisco 7940G is a more basic model designed for users who require essential features for their business communications. It includes a monochrome LCD screen and supports a maximum of two lines. Despite its simplicity, the 7940G is equipped with several key features such as integrated speakerphone and mute options, making it ideal for day-to-day communication needs. Both models support Power over Ethernet (PoE), eliminating the need for separate power adapters and ensuring a cleaner, more organized workspace.

In terms of technologies, both the 7960G and 7940G leverage the Session Initiation Protocol (SIP) for signaling and media exchange. They also support secure communication through protocols like Secure Real-time Transport Protocol (SRTP) and Transport Layer Security (TLS). This ensures that businesses can engage in confidential conversations without the risk of interception.

The characteristics that make these models appealing include durability, ease of configuration, and reliability. Organizations can benefit from Cisco’s reliable support and regular updates, ensuring that their communication infrastructure remains robust and secure. With features designed for scalability, both phones can easily integrate into larger systems while maintaining high call quality.

In summary, Cisco’s 7960G and 7940G VoIP phones are exemplary devices that cater to a variety of business communication scenarios. With their blend of functionality, support for essential technologies, and reliable performance, they continue to serve organizations effectively in an increasingly interconnected world. Whether used in a bustling office or as part of a dynamic telecommunications strategy, these models offer excellent value and performance.
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