Cisco Systems 7960G, 7940G manual General Troubleshooting Tips, Summary Explanation

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Chapter 8 Troubleshooting and Maintenance

General Troubleshooting Tips

General Troubleshooting Tips

Table 8-2provides general troubleshooting information for the Cisco Unified IP Phone.

Table 8-2

Cisco Unified IP Phone Troubleshooting

 

 

 

 

 

Summary

 

Explanation

 

 

 

 

Connecting a Cisco Unified IP Phone

Cisco does not support connecting an IP phone to another IP phone through the PC

 

to another Cisco Unified IP Phone/

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 digital

In Cisco Unified Communications Manager, you can configure the network to use the

 

mobile phones using the G.729

G.729 protocol (the default is G.711). When using G.729, calls between an IP phone

 

protocol.

 

and a digital mobile phone will have poor voice quality. Use G.729 only when

 

 

 

absolutely necessary.

 

 

 

 

Prolonged broadcast storms cause

Prolonged broadcast storms (lasting several minutes) on the voice VLAN cause the IP

 

IP phones to re-register.

phones to re-register with another Cisco Unified Communications Manager server.

 

 

 

 

Moving a network connection from

If you are powering your phone through the network connection, you must be careful

 

the phone to a workstation.

if you decide to unplug the phone’s network connection and plug the cable into a

 

 

 

desktop computer.

 

 

 

 

 

 

 

 

 

 

Caution The computer’s network card cannot receive power through the network

 

 

 

 

 

 

connection; if power comes through the connection, the network card can be

 

 

 

 

 

 

destroyed. To protect a network card, wait 10 seconds or longer after

 

 

 

 

 

 

unplugging the cable from the phone before plugging it into a computer.

 

 

 

 

 

 

This delay gives the switch enough time to recognize that there is no longer

 

 

 

 

 

 

a phone on the line and to stop providing power to the cable.

 

 

 

 

 

 

 

 

Changing the telephone

By default, the network configuration options are locked to prevent users from making

 

configuration.

 

changes that could impact their network connectivity. You must unlock the network

 

 

 

configuration options before you can configure them. See the “Unlocking and Locking

 

 

 

Options” section on page 4-2for details.

 

 

 

 

 

Phone resetting.

 

The phone resets when it loses contact with the Cisco Unified Communications

 

 

 

Manager software. This lost connection can be due to any network connectivity

 

 

 

disruption, including cable breaks, switch outages, and switch reboots.

 

 

 

 

LCD display issues.

If the display appears to have rolling lines or a wavy pattern, it might be interacting

 

 

 

with certain types of older fluorescent lights in the building. Moving the phone away

 

 

 

from the lights, or replacing the lights, should resolve the problem.

 

 

 

 

Dual-Tone Multi-Frequency (DTMF)

When you are on a call that requires keypad input, if you press the keys too quickly,

 

delay.

 

some of them might not be recognized.

 

 

 

 

Codec mismatch between the phone

The RxType and the TxType statistics show the codec that is being used for a

 

and another device.

conversation between this IP phone and the other device. The values of these statistics

 

 

 

should match. If they do not, verify that the other device can handle the codec

 

 

 

conversation or that a transcoder is in place to handle the service.

 

 

 

See the “Call Statistics Screen” section on page 6-10for information about displaying

 

 

 

these statistics.

 

 

 

 

 

 

 

 

 

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 TopicsConfiguring Telephony Features Feature OverviewRelated Topic 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 Purpose For More Information Administration Guide, Directory NumberRefer to the Cisco Unified Communications Manager 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 URLDescription Related Topics Understanding the Phone Startup ProcessUnified Communications Manager Security Guide Request the configuration file Requires MAC Method Address? Adding Phones with Auto-RegistrationTaps 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 SIPConverting an In-Use Phone from SIP to Sccp Converting an In-Use Phone from Sccp to SIPDeploying a Phone in an Sccp and SIP Environment Determining the MAC Address for a Cisco Unified IP Phone ParametersSetting Up the Cisco Unified IP Phone Before You BeginNetwork and Access Ports, Handset, Speakerphone, Headset, Cisco Unified Communications Manager ConfigurationNetwork Requirements Speakerphone Network and Access PortsHandset HeadsetAudio Quality Subjective to the User Procedure Reference Installing the Cisco Unified IP PhoneBefore You Begin 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 OptionPC Vlan Network Configuration MenuOption Description To Change Configuration Menu section on Communications Manager Security Guide. For informationSystem Device Pool Communications Manager Options section onManager, choose System Enterprise Choose System Enterprise Parameters ConfigurationManager, choose Device Phone Phone Including language, font, date and time formatting, Disabling the phone’s ability to accept Gratuitous ARP will State Cisco Unified Communications Manager OptionsBlank 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 ServicesAdding Users to Cisco Unified Communications Manager Giving Users Access to the User Options Web PagesManaging the User Options Web Pages Procedure OL-15498-01 A P T E R Model Information Screen Status MenuSelect Status Messages Status Messages ScreenMessage Description Possible Explanation and Action 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 onSelect Network Statistics Network Statistics ScreenMessage Component Description Firmware Versions Screen Select Firmware Versions Expansion Module Stats ScreenSelect Expansion Module Stats Call Statistics Screen Select Call StatisticsMOS LQK Voice Quality MetricsMonitoring the Voice Quality of Calls section on 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//IPaddressDevice Information Disabling and Enabling Web Page AccessChoose Device Phone Network Configuration Vlan ID Description Network Statistics Ethernet StatisticsPort 1 Network, Port 2 Access, and Port 3 Phone Statistics Description Device Logs Stack Statistics Streaming StatisticsStatus Messages 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 ServicesSymptom Cisco Unified IP Phone Unable to Obtain IP Address Cisco Unified IP Phone Resets UnexpectedlyVerifying Physical Connection 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 CauseSummary Explanation General Troubleshooting TipsOptions section on page 4-2for details 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 EntriesConfiguring the Synchronizer Installing the SynchronizerPrograms Cisco Systems TabSync 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-1CDP CapfIN-2 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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