Cisco Systems 7960G, 7940G manual Verifying that the Phones Have Not Been Intentionally Reset

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Chapter 8 Troubleshooting and Maintenance

Cisco Unified IP Phone Resets Unexpectedly

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 7960G/7940G received a command from

Cisco Unified Communications Manager to reset by pressing the Settings button on the phone and choosing 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 Reset the phone to factory defaults. See the “Resolving Startup Problems” section on page 8-1for details.

Step 2 Modify DHCP and IP settings:

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

b.Assign static IP values to the phone. See the “Network Configuration 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 Configuration 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.

Step 4 From Cisco Unified Communications Manager, choose System > Server and verify that the server is referred to by its IP address and not by its DNS name.

Step 5 From Cisco Unified Communications Manager, choose Device > Phone and verify that you have assigned the correct MAC address to this Cisco Unified IP Phone. For information about determining a MAC address, see the “Determining the MAC Address for a Cisco Unified IP Phone” section on page 2-12.

Step 6 Power cycle the phone:

•If the phone receives power from an external power source, unplug the Ethernet cable from the Network port on the phone, then unplug the power supply from the DC adaptor port on the phone. Next, reconnect the power supply and then reconnect the Ethernet cable.

Caution Always unplug the upstream Ethernet cable from the phone before unplugging the power supply. Unplugging the power supply before unplugging the upstream Ethernet cable could result in a service interruption on the network.

•If the phone receives inline power, unplug the cable from the Network port on the phone and then plug it back in.

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 Overview AudienceOrganization XiiiCisco Unified Communications Manager Administration Related DocumentationChapter Description Cisco Unified IP Phone 7960G/7940G SeriesDocument Conventions Cisco Product Security OverviewCisco Unified Communications Manager Business Edition Convention DescriptionXvi An Overview of the Cisco Unified IP Phone Cisco Unified IP Phone 7960G An Overview of the Cisco Unified IP Phone What Networking Protocols Are Used? Networking Protocol Purpose Usage NotesRefer Cisco Unified Communications Manager System GuideUDP Related TopicsRelated Topic Feature OverviewConfiguring Telephony Features Understanding Security Features for Cisco Unified IP Phones Providing Users with Feature InformationTopic Reference Refer to Cisco Unified Communications Manager SecurityGuide Refer to Cisco Unified Communications ManagerOverview of Supported Security Features Feature DescriptionCommunications Manager Security Guide 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 Administration Guide, Softkey Template Administration GuideTask Purpose For More Information URLInstalling Cisco Unified IP Phones Settings Network Configuration Refer to Cisco Unified IP Phone 7960G/7940GSeries Phone Guide for Cisco Unified Communications Manager 7.0 SccpOL-15498-01 A P T E R Related Topic Providing Power to the Cisco Unified IP Phone Power Guidelines Power OutageObtaining Additional Information about Power 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 GuideUsing Cisco Unified IP Phones with Different Protocols ProcedureAdding Phones with BAT 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, Network and Access Ports HandsetSpeakerphone 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 ModuleAdjusting the Placement of the Cisco Unified IP Phone Adjusting Cisco Unified IP Phone Footstand and Phone HeightConfiguring Softkey Templates, 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 Overview of Network Configuration Options Network ConfigurationEditing Values 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 Communications Manager Administration Guide Designation DescriptionDevice Pool To Cisco Unified Communications Manager Security GuideOL-15498-01 Configuring Features, Templates, Services, and Users Feature Description Configuration Reference Administration Guide, Cisco Unified IPCommunications Manager Features and Services Cisco Unified Communications ManagerFeatures and Services Guide, Barge Features and Services Guide, Call DisplayAdministration Guide, Configuring Specifying Options that Appear on the UserAdministration Guide, Configuring Cisco Unified Communications Manager FeaturesCommunications Manager System Guide, Call Communications Manager System GuideDND Unified Communications ManagerFeatures and Services Guide, Malicious Administration Guide, Message WaitingMcid MlppServices menu on a phone Administration Guide, Time Period Manager Administration GuideAdministration Guide, Conference Bridge Cisco VT Advantage Administration GuideConfiguring Corporate and Personal Directories Configuring Corporate DirectoriesConfiguring Personal Directory 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 Communications Manager Administration Network Configuration Menu section onAddress. See the Network Configuration Menu 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 Dhcp Settings Checking Static IP Address SettingsVerifying Voice Vlan Configuration 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 HalfduxcollisionexceedthresholdResetting or Restoring the Cisco Unified IP Phone Performing a Basic ResetRestore softkey 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 QRTCisco Unified IP Phone Service Application Cisco Unified Communications Manager FeaturesServices Guide 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 RangeCable Specifications Network and Access Port PinoutsNetwork Port Connector Access Port ConnectorPin Number Function OL-15498-01 Basic Phone Administration Steps Example User Information for these ProceduresProceed to Configuring the Phone, page F-3 Adding a User From an External Ldap DirectoryChoose System Ldap Ldap Directory Click Perform Full Sync NowConfiguring the Phone Procedure To Select Phone Model and ProtocolProcedure to Configure Phone 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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