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Cisco Systems 6921 Where to Go for More Troubleshooting Information, Cleaning the Cisco Unified IP Phone

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Cisco Unified IP Phone 6921, 6941, 6945, and 6961 Administration Guide for Cisco Unified Communications Manager 8.5 (SCCP and SIP)

OL-23769-01

Chapter

Where to Go for More Troubleshooting Information

• G.728/iLBC: 3.9 MOS LQK

• G729A/AB: 3.7 MOS LQK

Note • Cisco Voice Transmission Quality (CVTQ) does not support wideband (7 kHz) speech codecs,

because ITU has not defined the extension of the technique to wideband. Therefore, MOS LQK

scores that correspond to G.711 performance are reported for G.722 calls to allow basic quality

monitoring, rather than not reporting an MOS score.

• Reporting G.711-scale MOS scores for wideband calls through the use of CVTQ allows

basic-quality classifications to be indicated as good/normal or bad/abnormal. Calls with high scores

(approximately 4.5) indicate high quality or a low packet loss, and lower scores (approximately 3.5)

indicate low quality or a high packet loss.

• Unlike MOS, the conceal ratio and concealed seconds metrics remain valid and useful for both

wideband and narrowband calls.

A conceal ratio of zero indicates that the IP network is delivering frames and packets on time with

no loss.

Where to Go for More Troubleshooting Information

If you have additional questions about troubleshooting the Cisco Unified IP Phones, several Cisco.com

web sites can provide you with more tips. Choose from the sites available for your access level.

• Cisco Unified IP Phone Troubleshooting Resources:

http://www.cisco.com/en/US/products/hw/phones/ps379/tsd_products_support_troubleshoot_and_

alerts.html

• Cisco Products and Services (Technical Support and Documentation):

http://www.cisco.com/en/US/products/ps10326/tsd_products_support_series_home.html

Cleaning the Cisco Unified IP Phone

To clean your Cisco Unified IP phone, use only a dry soft cloth to gently wipe the phone and the LCD

screen. Do not apply liquids or powders directly on the phone. As with all non-weather-proof

electronics, liquids and powders can damage the components and cause failures.

Contents

Main Page CONTENTS Page Page Page Page viii GFeature Support by Protocol for the Cisco Unified IP Phone 6921, 6941, 6945, and 6961 G-1 Preface Overview Audience Organization Related Documentation Obtaining Documentation, Obtaining Support, and Security Guidelines Cisco Product Security Overview Document Conventions Page An Overview of the Cisco Unified IP Phone Understanding the Cisco Unified IP Phones 6921, 6941, 6945, and 6961 Page Page Page Page Page Page What Networking Protocols are Used? Page Page What Features are Supported on the Cisco Unified IP Phone 6921, 6941, and 6961? Feature Overview Configuring Telephony Features Configuring Network Parameters Using the Cisco Unified IP Phone Providing Users with Feature Information Understanding Security Features for Cisco Unified IP Phones Page Overview of Supported Security Features Page Understanding Security Profiles Identifying Encrypted Phone Calls Establishing and Identifying Secure Conference Calls Establishing and Identifying Protected Calls Call Security Interactions and Restrictions Supporting 802.1X Authentication on Cisco Unified IP Phones Overview Required Network Components Best PracticesRequirements and Recommendations Security Restrictions Overview of Configuring and Installing Cisco Unified IP Phones Configuring Cisco Unified IP Phones in Cisco Unified CM Checklist for Configuring the Cisco Unified IP Phones 6921, 6941, 6945, and 6961 in Cisco Unified CM Page Page Installing Cisco Unified IP Phones Checklist for Installing the Cisco Unified IP Phone 6921, 6941, and 6961 Page Terminology Differences Page Preparing to Install the Cisco Unified IP Phone on Your Network Understanding Interactions with Other Cisco Unified IP Telephony Products Understanding How the Cisco Unified IP Phone Interacts with Cisco Unified CM Understanding How the Cisco Unified IP Phone Interacts with the VLAN Providing Power to the Cisco Unified IP Phone Power Guidelines Power Outage Obtaining Additional Information about Power Understanding Phone Configuration Files Page Understanding the Phone Startup Process Adding Phones to the Cisco Unified CM Database Adding Phones with Auto-Registration 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 Protocols Converting a New Phone from SCCP to SIP Converting an In-Use Phone from One Protocol to the Other Protocol Deploying a Phone in an SCCP and SIP Environment Determining the MAC Address for a Cisco Unified IP Phone Page Setting Up the Cisco Unified IP Phone Before You Begin Network Requirements Cisco Unified Communications Manager Configuration Understanding the Cisco Unified IP Phones 6921, 6941, 6945, and 6961 Components Network and Access Ports Handset Speakerphone Headset Audio Quality Connecting a Headset Disabling a Headset Using External Devices Installing the Cisco Unified IP Phone 3-6 Page Page Reducing Power Consumption on the Phone Footstand Page Page Page Page Lower Viewing Angle Mounting the Phone to the Wall Verifying the Phone Startup Process Configuring Startup Network Settings Configuring Security on the Cisco Unified IP Phone Page Configuring Settings on the Cisco Unified IP Phone Configuration Menus on the Cisco Unified IP Phone Displaying a Configuration Menu Unlocking and Locking Options Editing Values Network Setup Menu Page IPv4 Setup Menu Options Page Page Security Configuration Menu Trust List Menu 802.1X Authentication and Status Page Configuring Features, Templates, Services, and Users Telephony Features Available for the Cisco Unified IP Phone Page Page Page Page Page Page Page Page Page Page Page Page Page Join and Direct Transfer Policy Configuring Corporate and Personal Directories Configuring Corporate Directories Configuring Personal Directory Modifying Phone Button Templates Modifying a Phone Button Template for Personal Address Book or Speed Dials Configuring Softkey Templates Page Setting Up Services Adding Users to Cisco Unified Communications Manager Managing the User Options Web Pages Giving Users Access to the User Options Web Pages Page Specifying Options that Appear on the User Options Web Pages Configuring the Phone to Support Call Waiting Page Customizing the Cisco Unified IP Phone Customizing and Modifying Configuration Files Creating Custom Phone Rings DistinctiveRingList File Format Requirements PCM File Requirements for Custom Ring Types Configuring a Custom Phone Ring Configuring the Idle Display Automatically Disabling the Cisco Unified IP Phone Backlight Page Page Viewing Model Information, Status, and Statistics on the Cisco Unified IP Phone Model Information Screen Status Menu Status Messages Screen Page Page Page Network Statistics Screen Page Call Statistics Screen Page Security Configuration Page Page Monitoring the Cisco Unified IP Phone Remotely Accessing the Web Page for a Phone Disabling and Enabling Web Page Access Device Information Network Setup Page Page Network Statistics Page Device Logs Streaming Statistics Page Page Page Troubleshooting and Maintenance Resolving Startup Problems Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal Startup Process Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified Communications Manager Identifying Error Messages Checking Network Connectivity Verifying TFTP Server Settings Verifying IP Addressing and Routing Verifying DNS Settings Cisco CallManager and TFTP Services Are Not Running Creating a New Configuration File Registering the Phone with Cisco Unified Communications Manager Symptom: Cisco Unified IP Phone Unable to Obtain IP Address Cisco Unified IP Phone Resets Unexpectedly Verifying the Physical Connection Identifying Intermittent Network Outages Verifying DHCP Settings Checking Static IP Address Settings Verifying the Voice VLAN Configuration Verifying that the Phones Have Not Been Intentionally Reset Eliminating DNS or Other Connectivity Errors Checking Power Connection Troubleshooting Cisco Unified IP Phone Security General Troubleshooting Tips Page Page Resetting or Restoring the Cisco Unified IP Phone Performing a Basic Reset Performing a Factory Reset Monitoring the Voice Quality of Calls Troubleshooting Tips Using Voice-Quality Metrics Where to Go for More Troubleshooting Information Cleaning the Cisco Unified IP Phone Page A Providing Information to Users Via a Website How Users Obtain Support for the Cisco Unified IP Phone Giving Users Access to the User Options Web Pages How Users Subscribe to Services and Configure Phone Features How Users Access a Voice Messaging System How Users Configure Personal Directory Entries Installing and Configuring the Cisco Unified IP Phone Address Book Synchronizer Page B Supporting International Users Installing the Cisco Unified CM Locale Installer Support for International Call Logging Page C Technical Specifications Physical and Operating Environment Specifications Cable Specifications Network and Access Port Pinouts Page Page D Basic Phone Administration Steps Example User Information for these Procedures Adding a User to Cisco Unified CM Adding a User From an External LDAP Directory Adding a User Directly to Cisco Unified Communications Manager Configuring the Phone Page Page Performing Final End User Configuration Steps E Installing the Wall Mount Kit for the Cisco Unified IP Phones 6921, 6941, 6945, and 6961 Before You Begin Installing the Bracket E-3 AB C D Page 21 3 4 Page Page Page F Cisco Unified IP Phone Non-Lockable Wall Mount ADA Non-Lockable Wall Mount Kit for 6900 Series Components Before You Begin Install Non-Lockable Wall Mount Kit for Phone Page Page Remove Phone from Non-Lockable Wall Mount Page Page G Feature Support by Protocol for the Cisco Unified IP Phone 6921, 6941, 6945, and 6961 Page Page Page INDEX Numerics A B C D E F G H I J K L M O P Q R S T U V W X