Troubleshooting and Maintenance | Cisco Systems 8941, 8945 instruction

Contents

	Device Information		8-3
	Network Setup	8-4
	Network Statistics		8-7
	Device Logs	8-9
	Streaming Statistics		8-9
	Troubleshooting and Maintenance 9-1
C H A P T E R 9	Troubleshooting and Maintenance 9-1
	Resolving Startup Problems 9-1
	Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal Startup Process 9-2
	Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified Communications
	Manager	9-2

	Symptom: Cisco Unified IP Phone Unable to Obtain IP Address						9-5
	Cisco Unified IP Phone Resets Unexpectedly			9-6
	Verifying the Physical Connection		9-6
	Identifying Intermittent Network Outages				9-6
	Verifying DHCP Settings 9-6
	Checking Static IP Address Settings 9-7
	Verifying the Voice VLAN Configuration			9-7
	Verifying that the Phones Have Not Been Intentionally Reset						9-7
	Eliminating DNS or Other Connectivity Errors 9-7
	Checking Power Connection	9-8
	Troubleshooting Cisco Unified IP Phone Security				9-8
	General Troubleshooting Tips	9-9
	Resetting or Restoring the Cisco Unified IP Phone					9-12
	Performing a Basic Reset	9-12
	Performing a Factory Reset	9-12
	Monitoring the Voice Quality of Calls		9-13
	Troubleshooting Tips 9-14
	Where to Go for More Troubleshooting Information					9-15
	Cleaning the Cisco Unified IP Phone		9-15
	Providing Information to Users Via a Website
A P P E N D I X A	Providing Information to Users Via a Website				A-1
	How Users Obtain Support for the Cisco Unified IP Phone A-1
	Giving Users Access to the User Options Web Pages					A-1
	How Users Subscribe to Services and Configure Phone Features						A-2
	How Users Access a Voice Messaging System				A-2
	How Users Configure Personal Directory Entries				A-3

			Installing and Configuring the Cisco Unified IP Phone Address Book Synchronizer	A-3
			Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager 8.5 (SCCP and SIP)


	vi			OL-20851-01
	vi			OL-20851-01

Image 6

Cisco Systems 8941, 8945 manual Troubleshooting and Maintenance

Contents

Americas Headquarters Text Part Number OL-20851-01Page N T E N T S Power Outage 802.1X Authentication and Status Troubleshooting and Maintenance Cable Specifications C-2 Network and Access Port Pinouts C-2 Viii Organization OverviewAudience Chapter Description Cisco Unified IP Phone 8900 Series Cisco Unified Communications Manager AdministrationRelated Documentation Cisco Unified Communications Manager Business Edition Convention Description Document ConventionsCisco Product Security Overview Boldface font Important Safety Instructions An Overview of the Cisco Unified IP Phone Understanding the Cisco Unified IP Phones 8941 Features on the Cisco Unified IP Phone 8941 What Networking Protocols are Used? Networking Protocol Purpose Usage Notes CDP Dynamic Host Configuration Protocol chapterAuthentication on Cisco Unified IP Phones section Dhcp See the LLDP-MED and Cisco Discovery Protocol Nologieswhitepaper0900aecd804cd46d.shtmlSIP Manager System Guide Communications Manager Security GuideChapter in the Cisco Unified Communications Related Topics Feature Overview Configuring Telephony FeaturesRelated Topic Understanding Security Features for Cisco Unified IP Phones Providing Users with Feature Information Refer to the Troubleshooting Guide for Cisco Unified Topic ReferenceCommunications Manager Overview of Supported Security Features Feature Description Access section on Security Profiles section on page 1-13for more information Identifying Encrypted Phone Calls Configuration Menu section onUnderstanding Security Profiles Unified IP Phones section on page 1-16for more information Establishing and Identifying Secure Audio Conference Calls Feature Used Initiator’s PhoneResults of Action Supporting 802.1X Authentication on Cisco Unified IP Phones Overview Security Restrictions Configuring Cisco Unified IP Phones in Cisco Unified CM Purpose For More Information Communications Manager Administration Guide Communications Manager Administration Guide, CiscoCisco Communications Manager Communications Manager Administration Guide, End Task Purpose For More InformationUnified Communications Manager See the Installing the Cisco Unified IP Phone section Installing Cisco Unified IP PhonesSee the Providing Power to the Cisco Unified IP Phone See the Footstand section on Refer to Cisco Unified IP Phone 8941 and 8945 User Guide for Cisco Unified Communications Manager User Guide Administration and System Guides Terminology Differences A P T E R Related Topic Providing Power to the Cisco Unified IP Phone Understanding the Phone Startup Process, Network Setup Menu, Power Guidelines Power OutagePower Type Guidelines Understanding Phone Configuration Files Obtaining Additional Information about Power Purpose Related Topics Resolving Startup Problems,Understanding the Phone Startup Process Adding Phones to the Cisco Unified CM Database Refer to the Cisco Unified Communications Manager Requires MAC Method Address? Adding Phones to the Cisco Unified CM DatabaseAdding Phones with Auto-Registration Taps Adding Phones with Auto-Registration and Taps Adding Phones with Cisco Unified CM Administration Adding Phones with BAT Determining the MAC Address for a Cisco Unified IP Phone OL-20851-01 Before You Begin Network Requirements Cisco Unified Communications Manager Configuration Network and Access PortsNetwork and Access Ports, Handset, Speakerphone, Headset, Handset SpeakerphoneHeadset Audio Quality Subjective to the User See the Headset section on page 3-3for supported Installing the Cisco Unified IP PhoneSee the Network and Access Ports section on See the Adding Phones to the Cisco Unified CM Cisco Unified IP Phone 8941 and 8945 Cable Connections Reducing Power Consumption on the Phone Footstand Chapter Footstand Higher Viewing Angle Verifying the Phone Startup Process Lower Viewing AngleHold Mute Speaker Configuring Startup Network Settings Configuring Security on the Cisco Unified IP PhoneBefore You Begin Procedure Configuring Settings on the Cisco Unified IP Phone Configuration Menus on the Cisco Unified IP Phone Displaying a Configuration Menu Select Administrator SettingsUnlocking and Locking Options, Editing Values, Network Setup Menu, IPv4 Setup Menu Options, Unlocking and Locking OptionsEditing Values Network Setup Menu Option Description To ChangeSelect Configuration PC VlanDevice Phone Phone IPv4 Setup Menu Options Related Topics Device Phone Phone Configuration Security Configuration Menu802.1X Authentication and Status Trust List Menu Authentication Device Authentication Choose Applications AdministratorSettings Security Config Settings Security Setup OL-20851-01 Configuring Features, Templates, Services, and Users Feature Description Configuration Reference Choose System Service Parameter and selectSet Builtin Bridge Enable to On Configuration System Enterprise Phone Configuration Device Device SettingsCommon Phone Profile Administration Guide, Directory Number Features and Services Guide, Cisco CallFeatures and Services Guide, Call Display Forward Maximum Hop Count service parameter Understanding Directory Numbers Services Guide, Call Park and Directed CallServices Guide, Monitoring and Recording Park System Guide, Understanding Directory Numbers Services Guide, Cisco Web Dialer Unified Communications Manager FeaturesServices Guide CMC Services Guide, Immediate Divert Services Guide, Do Not Disturb Feature, see the Cisco Unified Communications Manager Features and Services Guide, HoldAdministration Guide, Hunt Group Refer to Cisco Unified Communications Communications Manager FeatureServices Guide, Intercom Manager System Guide, Cisco Unified IP Features and Services Guide, Malicious Administration Guide, Message WaitingServices Guide, Music On Hold Features and Services Guide, Quality Features and Services Guide BargeAdministration Guide, Phone Button Unified IP Phone 8941 and 8945 User Guide Bridge Configuration Overview of Supported Security FeaturesAdministration Guide, Conference Creating Custom Phone Rings section Services Administration Guide, Time Period Port Configuration Bridge Configuration chapterAdministration Guide, Cisco Voice-Mail Join and Direct Transfer Policy Configuring Corporate and Personal Directories Configuring Corporate DirectoriesConfiguring Personal Directory Modifying Phone Button Templates Synchronizer For PAB, enter the following URL Configuring Softkey Templates Supported as aDND Setting Up Services Adding Users to Cisco Unified Communications Manager Giving Users Access to the User Options Web Pages Managing the User Options Web PagesClick Add Selected Click Device Association Enter the appropriate search criteria and click FindClick Save Selected/Changes Chapter Managing the User Options Web Pages Chapter Managing the User Options Web Pages Customizing and Modifying Configuration Files Customizing the Cisco Unified IP Phone Creating Custom Phone Rings DistinctiveRingList File Format Requirements Configuring a Custom Phone Ring PCM File Requirements for Custom Ring Types Configuring the Idle Display Field Description OL-20851-01 Model Information Screen Model Information Screen, Status Menu, Status Menu Status Messages ScreenSelect Status Messages Address. See the Network Setup Menu section Phones with Cisco Unified CM AdministrationNetwork Setup Menu section on page 4-4for Message Description Possible Explanation and Action Network Setup Menu section on Menu section on page 4-4for details Setup Menu section on page 4-4for details on Network Statistics Screen Select Status Network Statistics Dhcp Waiting Coldboot Timeout Dhcp DisabledDhcp Reboot SET Dhcp Coldboot Call Statistics Screen Select Call Statistics Voice Quality Metrics MOS LQK Security Configuration Select Administrator Settings Select Security Setup Monitoring the Cisco Unified IP Phone Remotely Accessing the Web Page for a Phone Http//IPaddress Disabling and Enabling Web Page Access Device InformationChoose Device Phone Network Setup UDI Description Description Network Statistics Lldp Device Logs Streaming Statistics Stream Streaming Statistics Configuring Settings on the Cisco Unified IP Phone chapter Troubleshooting and Maintenance Resolving Startup Problems Chapter Resolving Startup Problems Identifying Error Messages Verifying DNS Settings Choose Tools Control Center Feature Services Symptom Cisco Unified IP Phone Unable to Obtain IP Address Verifying the Physical Connection Cisco Unified IP Phone Resets UnexpectedlyVerifying Dhcp Settings Identifying Intermittent Network Outages Verifying that the Phones Have Not Been Intentionally Reset Checking Static IP Address SettingsVerifying the Voice Vlan Configuration Eliminating DNS or Other Connectivity Errors Troubleshooting Cisco Unified IP Phone Security Checking Power ConnectionProblem Possible Cause General Troubleshooting Tips Summary Explanation Locking Options section on page 4-3 for details Halfduxcollisionexceedthreshold Performing a Factory Reset Resetting or Restoring the Cisco Unified IP PhonePerforming a Basic Reset Operation Performing Explanation Monitoring the Voice Quality of Calls Troubleshooting Tips Metric Change Condition Where to Go for More Troubleshooting Information Cleaning the Cisco Unified IP Phone Chapter Cleaning the Cisco Unified IP Phone Providing Information to Users Via a Website How Users Access a Voice Messaging System How Users Configure Personal Directory Entries Installing the Synchronizer Configuring the Synchronizer Programs Cisco Systems TabSync Installing the Cisco Unified CM Locale Installer Support for International Call Logging OL-20851-01 Physical and Operating Environment Specifications Specification Value or Range Network Port Connector Cable SpecificationsNetwork and Access Port Pinouts Pin Number Function Access Port Connector OL-20851-01 Basic Phone Administration Steps Example User Information for these Procedures Choose System Ldap Ldap Directory Adding a User to Cisco Unified CMAdding a User From an External Ldap Directory Click Perform Full Sync Now Configuring the Phone Proceed to the section Configuring the Phone, page D-3Example doe Appendix Configuring the Phone Appendix Configuring the Phone Performing Final End User Configuration Steps Choose User Management End UserClick Device Associations Protocol Features Sccp SIP Appendix EFT Draft Cisco Confidential Tool Numerics IN-2 IN-3 IN-4 LLDP-MED IN-5 MIC Cast CDP Dhcp Http Rtcp RTP Sccp SIP Srtp TCP Tftp TLS UDP IN-7 Srst Srtp IN-8 IN-9 Vlan