Troubleshooting and Maintenance | Cisco Systems 6921 guide

C H A P T E R 9

Troubleshooting and Maintenance

This chapter provides information that can assist you in troubleshooting problems with your Cisco Unified IP Phone or with your IP telephony network. It also explains how to clean and maintain your phone.

If you need additional assistance to resolve an issue, see the “Obtaining Documentation, Obtaining Support, and Security Guidelines” section on page xi.

This chapter includes these topics:

•Resolving Startup Problems, page 9-1

•Cisco Unified IP Phone Resets Unexpectedly, page 9-6

•Troubleshooting Cisco Unified IP Phone Security, page 9-8

•General Troubleshooting Tips, page 9-9

•Resetting or Restoring the Cisco Unified IP Phone, page 9-12

•Monitoring the Voice Quality of Calls, page 9-13

•Where to Go for More Troubleshooting Information, page 9-15

•Cleaning the Cisco Unified IP Phone, page 9-15

Resolving Startup Problems

After installing a Cisco Unified IP Phone into your network and adding it to Cisco Unified Communications Manager, the phone should start up as described in the “Verifying the Phone Startup Process” section on page 3-14. If the phone does not start up properly, see the following sections for troubleshooting information:

•Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal Startup Process, page 9-2

•Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified Communications Manager, page 9-2

•Symptom: Cisco Unified IP Phone Unable to Obtain IP Address, page 9-5

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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Cisco Systems 6921 manual Troubleshooting and Maintenance, Resolving Startup Problems

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 Chapter Description OverviewAudience Organization Cisco Unified IP Phone 6900 Series Related Documentation Boldface font Document ConventionsCisco Product Security Overview Convention Description Italic 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 6941 Chapter 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 Phone Features on the Cisco Unified IP Phone Networking Protocol Purpose Usage Notes What Networking Protocols are Used?CDP Communications Manager System Guide Dynamic Host Configuration Protocol chapterAuthentication on Cisco Unified IP Phones section Dhcp SIP See the LLDP-MED and Cisco Discovery ProtocolWhite paper Nologieswhitepaper0900aecd804cd46d.shtml Related Topics Communications Manager Security GuideCisco Unified Communications Manager System Guide Configuring Telephony Features Feature OverviewRelated Topic Providing Users with Feature Information Understanding Security Features for Cisco Unified IP Phones Topic 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 on Unified IP Phones section on page 1-21for more information Configuration Menu section onUnderstanding Security Profiles Identifying Encrypted Phone Calls Establishing and Identifying Secure Conference Calls Initiator’s Phone Feature UsedResults of Action Overview Supporting 802.1X Authentication on Cisco Unified IP Phones Security Restrictions Configuring Cisco Unified IP Phones in Cisco Unified CM Purpose For More Information Communications Manager Features and Services GuideConfiguration chapter in the Cisco Communications Manager Administration Guide Manager Administration Guide, IP Phone Services Administration GuideCommunications Manager Administration Guide Communications Manager Administration Guide, Cisco Task Purpose For More Information Communications Manager Administration Guide, EndUnified Communications Manager See the Footstand section on Installing Cisco Unified IP PhonesSee the Providing Power to the Cisco Unified IP Phone See the Installing the Cisco Unified IP Phone section User Guide for Cisco Unified Communications Refer to Cisco Unified IP Phone 6921, 6941,Manager Terminology Differences User Guide Administration and System Guides Chapter Terminology Differences A P T E R Related Topic Understanding the Phone Startup Process, Network Setup Menu, Providing Power to the Cisco Unified IP Phone Power Outage Power GuidelinesPower Type Guidelines Obtaining Additional Information about Power Understanding Phone Configuration Files Chapter Understanding Phone Configuration Files Adding Phones to the Cisco Unified CM Database Resolving Startup Problems,Understanding the Phone Startup Process Purpose Related Topics Adding Phones to the Cisco Unified CM Database Requesting the Configuration FileOther information for the phone Contacting Cisco Unified CM Taps Administration Tool BAT updates informationAdding Phones with Auto-Registration Requires MAC Method Address? Adding Phones with Auto-Registration and Taps Adding Phones with Cisco Unified CM Administration Adding 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 Procedure Determining the MAC Address for a Cisco Unified IP Phone OL-23769-01 Network Requirements Before You Begin Network and Access Ports Cisco Unified Communications Manager ConfigurationNetwork and Access Ports, Handset, Speakerphone, Headset, Speakerphone HandsetHeadset Audio Quality See the Adding Phones to the Cisco Unified CM Installing the Cisco Unified IP PhoneSee the Network and Access Ports section on See the Headset section on page 3-3for supported Cisco 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 Phone Cisco 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 Phone Unlocking and Locking Options, Editing Values, Displaying a Configuration MenuSelect Admin Settings Press the Applications button Unlocking and Locking Options Network Setup Menu, IPv4 Setup Menu Options,Editing Values Option Description To Change Network Setup MenuSelect System Enterprise Phone Configure both to auto-negotiateConfiguration PC Vlan Device Phone Phone IPv4 Setup Menu OptionsDiscovery protocol, which should match the protocol IPv4 Setup Menu Options Related Topics Trust List Menu Security Configuration Menu802.1X Authentication and Status Device Phone Phone Configuration Settings Security Configuration Choose Applications Admin SettingsSecurity Config 802.1X Authentication Device Authentication Configuring 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 Forward Maximum Hop Count service parameter Features and Services Guide, Cisco CallFeatures and Services Guide, Call Display Administration Guide, Directory Number Understanding Directory Numbers Services Guide, Call Park and Directed CallServices Guide, Monitoring and Recording Configuring the Phone to Support Call Unified Communications Manager Features Services GuideExtension Mobility chapter in the Cisco CMC Services Guide, Cisco Web Dialer Services Guide, Do Not Disturb Services Guide, Immediate Divert Manager Features and Services Guide, Hold Feature, see the Cisco Unified CommunicationsAdministration Guide, Hunt Group Manager System Guide, Cisco Unified IP Communications Manager FeatureServices Guide, Intercom Refer to Cisco Unified Communications Administration Guide, Message Waiting Features and Services Guide, MaliciousServices Guide, Music On Hold Unified IP Phone 6921, 6941, 6945, Features and Services Guide BargeAdministration Guide, Phone Button Features and Services Guide, Quality Creating Custom Phone Rings section Overview of Supported Security FeaturesAdministration Guide, Conference Bridge Configuration Services Administration Guide, Cisco Voice-Mail Administration Guide, Time PeriodJoin and Direct Transfer Policy Personal Directory consists of the following features Configuring Corporate and Personal DirectoriesConfiguring Corporate Directories Configuring Personal Directory Modifying Phone Button Templates Click Save Configuring Softkey Templates DND Feature Configuration 6961Supported as a Softkey on Cisco Unified IP Phone Softkey Template Setting 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 Files DistinctiveRingList File Format Requirements Creating Custom Phone Rings PCM File Requirements for Custom Ring Types Configuring a Custom Phone Ring Configuring the Idle Display Field Description Page Model Information Screen, Status Menu, Model Information Screen Status Messages Screen Status Menu Message Description Possible Explanation and Action Administration section on page 2-10for detailsNetwork Setup Menu section on page 4-4for Select Status Messages On page 4-4for details on assigning a static IP Address. See the Network Setup Menu sectionNetwork Setup Menu section on If you are using DHCP, check the Dhcp server Menu section on page 4-4for details Setup Menu section on page 4-4for details on Network Statistics Screen Select Status Network Statistics Port IPv4 Call Statistics Screen Voice Quality Metrics Select StatusSelect Call Statistics Call Statistics screen displays these items Cisco Unified IP Phone uses Security ConfigurationMOS LQK Voice stream Security Configuration screen displays these items OL-23769-01 Monitoring the Cisco Unified IP Phone Remotely Http//IPaddress Accessing the Web Page for a Phone Device Information Disabling and Enabling Web Page AccessChoose Device Phone UDI Network Setup Description Description Network Statistics Number of Lldp TLVs that are not recognized on the phone Lldp Streaming Statistics Device Logs Streaming Statistics Area Items Stream Configuring Settings on the Cisco Unified IP Phone chapter Resolving Startup Problems Troubleshooting and Maintenance Chapter Resolving Startup Problems Identifying Error Messages Choose Tools Control Center Feature Services Verifying DNS Settings Experiencing problems Symptom Cisco Unified IP Phone Unable to Obtain IP Address Identifying Intermittent Network Outages Cisco Unified IP Phone Resets UnexpectedlyVerifying Dhcp Settings Verifying the Physical Connection Eliminating DNS or Other Connectivity Errors Checking Static IP Address SettingsVerifying the Voice Vlan Configuration Verifying that the Phones Have Not Been Intentionally Reset Checking 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 switch Operation Performing Explanation Resetting or Restoring the Cisco Unified IP PhonePerforming a Basic Reset Performing a Factory Reset Monitoring the Voice Quality of Calls Metric Change Condition Troubleshooting Tips Cleaning 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 Entries Configuring the Synchronizer Support for International Call Logging Installing the Cisco Unified CM Locale Installer Appendix Support for International Call Logging Specification Value or Range Physical and Operating Environment Specifications Pin Number Function Cable SpecificationsNetwork and Access Port Pinouts Network Port Connector Table C-3describes the access port connector pinouts Access Port Connector Appendix Network and Access Port Pinouts Example User Information for these Procedures Basic Phone Administration Steps Click Perform Full Sync Now Adding a User to Cisco Unified CMAdding a User From an External Ldap Directory Choose System Ldap Ldap Directory Proceed to the section Configuring the Phone, page D-3 Configuring the PhoneExample doe Appendix Configuring the Phone Appendix Configuring the Phone Click Device Associations Performing Final End User Configuration StepsAssociate the user with the device Choose User Management End User Installing 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 Mount Components Following figure shows the contents of the Wall Mount kitPackage includes these items Before You Begin Install Non-Lockable Wall Mount Kit for Phone Figure 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-2 Figure F-7 Figure F-8 Protocol Features Feature Support by Protocol for the Cisco Appendix Sccp SIP Tool Numerics Barge Access port Configuration file Creating Conference joining Configurable call forward display DistinctiveRingList.xml file format Divert Data Vlan Days Backlight Not Active Debug Display web Navigation Programmable line button Fast dials Address book Fast dial serviceFeature buttons Applications Contacts Http Services URL button Hold button, descriptionShared line Hold reversion Speed dialing G-4 Host Name Time-of-Day Routing SW Port Configuration IP address, troubleshooting 9-3IPv4 Configuration Cast 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 access LLDP-MED Srst SrtpStatus messages Status Messages screen Status Messages web Stream 1 web Transfer button, description Time zone update TLS TransferVlan IN-11 Wideband codec XmlDefault.cnf.xml IN-12