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Cisco Systems 8.6 Where to Go for More Troubleshooting Information

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Cisco Unified IP Phone Administration Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP)

OL-23091-01

Chapter 9 Troubleshooting and Maintenance

Where to Go for More Troubleshooting Information

Troubleshooting Tips

When you observe significant and persistent changes to metrics, use Table 9-5 for general

troubleshooting information:

Note Voice quality metrics do not account for noise or distortion, only frame 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_series_home.html

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

http://www.cisco.com/en/US/products/sw/voicesw/tsd_products_support_

category_home.html

Tab l e 9-5 Changes to Voice Quality Metrics

Metric Change Condition

MOS LQK scores decrease

significantly

Network impairment from packet loss or high jitter:

• Average MOS LQK decreases could indicate widespread

and uniform impairment.

• Individual MOS LQK decreases indicate bursty

impairment.

Cross-check with Conceal Ratio and Conceal Seconds for

evidence of packet loss and jitter.

MOS LQK scores decrease

significantly

• Check to see if the phone is using a different codec than

expected (RxType and TxType).

• Check to see if the MOS LQK version changed after a

firmware upgrade.

Conceal Ratio and Conceal

Seconds increase significantly

• Network impairment from packet loss or high jitter.

Conceal Ratio is near or at zero,

but the voice quality is poor.

• Noise or distortion in the audio channel such as echo or

audio levels.

• Tandem calls that undergo multiple encode/decode such as

calls to a cellular network or calling card network.

• Acoustic problems coming from a speakerphone,

handsfree cellular phone or wireless headset.

Check packet transmit (TxCnt) and packet receive (RxCnt)

counters to verify that voice packets are flowing.

Contents

Main Page CONTENTS Page Page Page Page Page Page Page 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 Phones Page Page Page What Networking Protocols are Used? Page Page IPv6 Support on Cisco Unified IP Phones What Features are Supported on the Cisco Unified IP Phone 7962G and 7942G? Feature Overview Configuring Telephony Features Configuring Network Parameters Using the Cisco Unified IP Phones Providing Users with Feature Information Understanding Security Features for Cisco Unified IP Phones Page Overview of Supported Security Features Page Understanding Security Profiles Identifying Authenticated, Encrypted, and Protected Phone Calls Establishing and Identifying Secure Conference Calls Establishing and Identifying Protected Calls Call Security Interactions and Restrictions Page Supporting 802.1X Authentication on Cisco Unified IP Phones Overview Required Network Components Best PracticesRequirements and Recommendations Security Restrictions Reducing Power Consumption on the Phones Overview of Configuring and Installing Cisco Unified IP Phones Configuring Cisco Unified IP Phones in Cisco Unified Communications Manager Page Page Page Installing Cisco Unified IP Phones Checklist for Installing the Cisco Unified IP Phones Page Page Page Preparing to Install the Cisco Unified IP Phones on Your Network Understanding Interactions with Other Cisco Unified IP Telephony Products Understanding How the Cisco Unified IP Phones Interact with Cisco Unified Communications Manager Understanding How the Cisco Unified IP Phones Interact with the VLAN Providing Power to the Cisco Unified IP Phones 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 Communications Manager Database Adding Phones with Auto-Registration Adding Phones with Auto-Registration and TAPS Adding Phones with Cisco Unified Communications Manager 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 Deploying a Phone in an SCCP and SIP Environment Determining the MAC Address for a Cisco Unified IP Phones Page Setting Up the Cisco Unified IP Phones Before You Begin Network Requirements Cisco Unified Communications Manager Configuration Understanding the Cisco Unified IP Phone Components Network and Access Ports Handset Speakerphone Headset Audio Quality Connecting a Headset Disabling a Headset Enabling a Wireless Headset on the Cisco Unified IP Phones Using External Devices Installing the Cisco Unified IP Phones Page Page Attaching a Cisco Unified IP Phone Expansion Module Feature Key Capacity Increase for Cisco Unified IP Phones Adjusting the Placement of the Cisco Unified IP Phone Adjusting Cisco Unified IP Phone Placement on the Desktop Securing the Phone with a Cable Lock Mounting the Phone to the Wall Page Verifying the Phone Startup Process Configuring Startup Network Settings Configuring Security on the Cisco Unified IP Phones Page Configuring Settings on the Cisco Unified IP Phones Configuration Menus on the Cisco Unified IP Phones Displaying a Configuration Menu Unlocking and Locking Options Editing Values Overview of Options Configurable from a Phone Network Configuration Menu Page Page Page Page Page Page Page Page Page Page Page Understanding DHCPv6 and Autoconfiguration Device Configuration Menu Unified CM Configuration Menu SIP Configuration Menu for SIP Phones Only SIP General Configuration Menu Line Settings Menu for SIP Phones Call Preferences Menu for SIP Phones HTTP Configuration Menu Locale Configuration Menu NTP Configuration Menu for SIP Phones UI Configuration Menu Page Media Configuration Menu Page Page Ethernet Configuration Menu Security Configuration Menu QoS Configuration Menu Network Configuration Menu Page Page Page Page Security Configuration Menu CTL File Submenu ITL File Submenu Page Trust List Menu 802.1X Authentication and Status Page VPN Configuration Connecting to VPN VPN Configuration Settings 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 Page Page Page Page Page Page Page Configuring Product Specific Configuration Parameters Page 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 Fast Dials Configuring Softkey Templates 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 Specifying Options that Appear on the User Options Web Pages Enabling EnergyWise on the Cisco Unified IP Phone Page Page Setting up UCR 2008 Configuring UCR 2008 in Phone Configuring UCR 2008 in Common Phone Profile Configuring UCR 2008 in Enterprise Phone Configuration Page Customizing the Cisco Unified IP Phones Customizing and Modifying Configuration Files Creating Custom Phone Rings Ringlist.xml File Format Requirements PCM File Requirements for Custom Ring Types Configuring a Custom Phone Ring Creating Custom Background Images List.xml File Format Requirements PNG File Requirements for Custom Background Images Configuring a Custom Background Image Configuring Wideband Codec Monitoring the Cisco Unified IP Phones Remotely Accessing the Web Page for a Phone Disabling and Enabling Web Page Access Configuring the Cisco Unified IP Phone to use HTTP/HTTPS Protocols Device Information Network Configuration Page Page Page Network Statistics Page Device Logs Streaming Statistics Page Page Page Viewing Model Information, Status, and Statistics on the Cisco Unified IP Phones Model Information Screen Status Menu Status Messages Screen Page Page Page Page Page Network Statistics Screen Page Page Firmware Versions Screen Expansion Module Status Screen Call Statistics Screen Page Using Test Tone 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 Verifying Cisco Unified Communications Manager 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 Symptom: The Cisco Unified IP Phone Displays the Message Security Error 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 General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module Resetting or Restoring the Cisco Unified IP Phones Performing a Basic Reset Performing a Factory Reset Using the Quality Report Tool Monitoring the Voice Quality of Calls Using Voice Quality Metrics Troubleshooting Tips Where to Go for More Troubleshooting Information Page A Providing Information to Users Via a Website How Users Obtain Support for the Cisco Unified IP Phones Giving Users Access to the User Options Web Pages How Users Access the Online Help System on the Cisco Unified IP Phone How Users Get Copies of Cisco Unified IP Phone Manuals Accessing Cisco 7900 Series Unified IP Phone eLearning Tutorials for SCCP Phones Only 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 Page B Feature Support by Protocol for Cisco Unified IP Phone Page Page Page Page Page C Supporting International Users Adding Language Overlays to Phone Buttons Installing the Cisco Unified Communications Manager Locale Installer Support for International Call Logging D Technical Specifications Physical and Operating Environment Specifications Cable Specifications Network and Access Port Pinouts Page Page E Basic Phone Administration Steps Example User Information for these Procedures Adding a User to Cisco Unified Communications Manager Adding a User From an External LDAP Directory Adding a User Directly to Cisco Unified Communications Manager Configuring the Phone Page Page Page Performing Final End User Configuration Steps INDEX Symbols Numerics A B C Page D E F G H I J K L M N O P Q R S Page T Page U V W