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Cisco Unified IP Phone 7970G/7971G-GE Administration Guide for Cisco Unified Communications Manager 7.0
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Chapter 9 Troubleshooting and Maintenance
Using the Quality Report Tool

Performing a Factory Reset

When you perform a factory reset of the Cisco Unified IP Phone, the following information is erased or
reset to its default value:
• CTL file—Erased
• LSC—Erased
• User configuration settings—Reset to default values
• Network configuration settings—Reset to default values
• Call histories—Erased
• Locale information—Reset to default values
• Phone application—Erased (phone recovers by loading the term70.default.loads file or the
term71.default.loads file, depending on the phone model)
Before you perform a factory reset, ensure that the following conditions are met:
• The phone must be on a DHCP-enabled network.
• A valid TFTP server must be set in DHCP option 150 or option 66 on the DHCP server.
• The term70.default.loads file or the term71.default.loads file and the files specified in that file
should be available on the TFTP server that is specified by the DHCP packet.
To perform a factory reset of a phone, perform the following steps:
Procedure
Step 1 Unplug the power cable from the phone and then plug it back in.
The phone begins its power-up cycle.
Step 2 While the phone is powering up, and before the Speaker button flashes on and off, press and hold #.
Continue to hold # until each line button flashes on and off in sequence in orange.
Step 3 Release # and press 123456789*0#.
You can press a key twice in a row, but if you press the keys out of sequence, the factory reset will not
take place.
After you press these keys, the line buttons on the phone flash orange and then green, and the phone goes
through the factory reset process. This process can take several minutes.
Do not power down the phone until it completes the factory reset process, and the main screen displays.
Using the Quality Report Tool
The Quality Report Tool (QRT) is a voice quality and general problem-reporting tool for the
Cisco Unified IP Phone. The QRT feature is installed as part of the Cisco Unified Communications
Manager installation.