12-14 | Cisco Systems 8961 guide

Chapter 12 Troubleshooting and Maintenance

General Troubleshooting Tips

Table 12-2	Cisco Unified IP Phone Troubleshooting (continued)

Summary		Explanation

Subject too dark in video		The lighting conditions within the camera’s field of view of the camera affects
		the brightness of the video.
		• Adjust the View Area for your camera. Try moving the location of the
		camera and check if the brightness improves.
		• Adjust the camera brightness by navigating to Accessories > Cisco Unified
		Video Camera > Brightness and adjusting the brightness settings.

The recipient endpoint only sees a mute		If the “Auto Transmit Video” is set to “Off”, the camera will automatically
image		transmit the mute image. The red LED illuminated on the top of the camera
		indicates that the video is muted. Set the Auto Transmit Video setting to On to
		restore video on the other side.

Camera not detected by phone		Unplug and then re-connect the camera back to the phone.

	Cisco Unified IP Phone 8961, 9951, and 9971 Administration Guide for Cisco Unified Communications Manager 8.5 (SIP)
12-14	OL-20861-01

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Cisco Systems 8961 manual 12-14

Contents

Americas Headquarters Text Part Number OL-20862-01Page N T E N T S Iii Manager Key Expansion Module Settings on the Phone Interacting with Cisco Unified Wireless APs Configuring Personal Directory Vii Status Menu Viii Technical Specifications Installing the Wall Mount for the Cisco Unified IP Phone E-1 Organization OverviewAudience Chapter Description Xii Cisco Unified IP Phones 8961, 9951, Related DocumentationCisco Product Security Overview Xiii Boldface font Document ConventionsConvention Description Xiv An Overview of the Cisco Unified IP Phone 1shows the main components of the Cisco Unified IP Phone 1describes the buttons on the Cisco Unified IP Phone Features on the Cisco Unified IP Phone 2shows the main components of the Cisco Unified IP Phone 2describes the buttons on the Cisco Unified IP Phone Features on the Cisco Unified IP Phone 3shows the main components of the Cisco Unified IP Phone 3describes the buttons on the Cisco Unified IP Phone Features on the Cisco Unified IP Phone Networking Protocol Purpose Usage Notes What Networking Protocols are Used?Communications Manager System Guide Authentication on Cisco Unified IP Phones section URL Nologieswhitepaper0900aecd804cd46d.shtml See the LLDP-MED and Cisco Discovery ProtocolWhite paper SIP System Guide Feature OverviewCisco Unified Communications Manager UDP Configuring Telephony Features Related Topic Topic Reference Providing Users with Feature InformationSee the Overview of Supported Security Features section on See the Security Restrictions section on Unified Communications Manager Security Guide Overview of Supported Security FeaturesManager Feature Description Choose AdministratorIP Phone section on page 3-21for more information Cisco Unified Communications Manager Security Guide Phones section on page 1-22for more information Understanding Security Profiles Identifying Secure Encrypted Phone Calls Establishing and Identifying Secure Calls Security Restrictions with Conference Calls Supporting 802.1X Authentication on Cisco Unified IP Phones Overview Security Restrictions OL-20861-01 Purpose For More Information Communications Manager Administration Administration Guide Task Purpose For More Information Chapter in the Cisco Unified Communications Manager Installing Cisco Unified IP Phones See the Ethernet Setup Menu section on See the Configuring Startup NetworkSettings section on Wireless Network Refer to the Cisco Unified IP Phone User Guide Administration GuideTerminology Information 9951, and 9971 User Guide for Cisco A P T E R Cisco Communications Manager Administration Guide Providing Power to the Cisco Unified IP Phone Reducing Power Consumption on the Phone Power GuidelinesPower Outage Power Type Guidelines Power Negotiation over Lldp Obtaining Additional Information About Power Understanding Phone Configuration Files Understanding the Phone Startup Process Purpose Related Topics Refer to Cisco Unified Communications Manager Security Task Purpose Related Topics Request the configuration fileConfiguration file defines how the Cisco Unified IP Phone Information for the phone Requires MAC Method Address? Tool BAT updates information in the Cisco UnifiedAdding Phones with Auto-Registration Taps Adding Phones with Auto-Registration and Taps Adding Phones Using BAT Phone Template Procedure Determining the MAC Address for a Cisco Unified IP Phone OL-20861-01 Before You Begin Network Requirements Cisco Unified Communications Manager Configuration Understanding the Cisco Unified IP Phone Components Network and Computer Ports Handset Rest Third-Party Accessories Accessory TypeCisco Accessory Speakerphone USB Port Data Information HeadsetsExternal Speakers and Microphone Disabling a Wired Headset Audio Quality Subjective to the User Highlight the analog headset, then press the Setup softkey Select AccessoriesDisabling the USB Headset Wireless Headsets Adding a Bluetooth Wireless Headset to the Phone Select Add Bluetooth Accessory Press the Applications button User guides that were provided with your headset Installing the Cisco Unified IP Phone Using External Devices Section on page 3-3for guidelines See the Headsets section on page 3-5forSee the Network and Computer Ports Wlan Cisco Unified IP Phone 8961 Connections Back Cisco Unified IP Phone 8961 Cable Connections Side Cisco Unified IP Phone 9951 Cable Connections Back Cisco Unified IP Phone 9951 Cable Connections Side Cisco Unified IP Phone 9971 Cable Connections Back Cisco Unified IP Phone 9971 Cable Connections Side Connecting the Footstand Cisco Unified IP Phone 8961, 9951, Securing the Phone with a Cable Lock Phone Display Viewing AngleMounting the Phone to the Wall Configuring Security on the Cisco Unified IP Phone Configuring Startup Network SettingsVerifying the Phone Startup Process To configure an LSC on the phone, perform these steps Before You Begin Setting Up the Cisco Unified IP Color Key Expansion Module Cisco Unified IP Phone Model KEMs Supported Removing a Key Expansion Module, Troubleshooting, Power InformationConnecting a Single KEM to the Cisco Unified IP Phone Power Consumption 206800 Cisco Unified IP Phone with Three KEMs Attached Key Expansion Module Settings on the Phone Upgrading the Key Expansion Module KEM starts to upgrade TroubleshootingRemoving a Key Expansion Module Setting Up the Cisco Unified Video Camera Configuring the Cisco Unified Video Camera Installation Procedure Adjusting the Camera SettingsAdjusting the Camera View Area Select Accessories Highlight Cisco Unified Camera Select View Area Adjusting the Brightness SettingAdjusting Auto Transmit Setting Select Brightness Post-Installation Steps Using the Cisco Unified Video Camera Understanding the VoIP Wireless Network Understanding the Wireless LAN Understanding Wlan Standards and Technologies This section describes the following concepts UNII-2 Standards for Wlan CommunicationsPart Number Band Range UNII-3 World Mode 802.11d Supported Countries Standard Data Rates, Tx Power, Ranges, and Decibel TolerancesRadio Frequency Ranges Data Rate Range Receiver Sensitivity 802.11a 802.11b 802.11g 802.11a Wireless Modulation TechnologiesData Rate Range Receiver Sensitivity 802.11b Dsss Ofdm AP, Channel, and Domain Relationships Bluetooth Wireless TechnologyVoice QoS in a Wireless Network, VoIP Wlan Configuration, WLANs and Roaming Interacting with Cisco Unified Wireless APs Components of the VoIP Wireless NetworkAssociating to APs Voice QoS in a Wireless Network Network OL-20861-01 Interacting with Cisco Unified Communications Manager Authentication MethodsSecurity for Voice Communications in WLANs This section contains the following items Authenticated Key Management Or Cckm Choosing AP Authentication and Encryption MethodsEncryption Methods Pre-shared key, WPA2 Pre-shared key, or Cckm Management Encryption Authentication Cisco AP Configuration Key CommonCisco Unified IP Phone Supported APs and Modes VoIP Wlan ConfigurationSupported Access Points Unified Configuring Wireless LAN Supported Antennas OL-20861-01 OL-20861-01 Configuring Settings on the Cisco Unified IP Phone Setup Menus on the Cisco Unified IP Phone Displaying a Setup Menu To display a submenu repeat Step Unlocking and Locking Options IPv4 Setup Menu Options, Security Setup Menu,Displaying a Setup Menu, Editing Values Option Description To Change Ethernet Setup MenuSelect button PC Vlan Configuration System Enterprise Phone Wlan Setup Menu Ssid Option Description To Change IPv4 Setup Menu Options To Cisco Unified Communications Manager Security Guide Cisco Unified Communications Manager Security LSC Security Setup MenuSee the 802.1X Authentication and Transaction For this phone Section in Cisco Unified Communications To the Configuring the Cisco CTL ClientTrust List Menu Manager Security Guide 802.1X Authentication and Transaction Status Use this procedure to connect through VPN VPN Configuration MenuProcedure Steps VPN Enabled If Auto-Detect Network Connection is disabled Choose Applications VPN OL-20861-01 Configuring Features, Templates, Services, and Users System Service Parameter and select Feature Description Configuration ReferenceFeatures and Services Guide, Barge System Guide, Cisco Unified IP Phones Communications Manager Features Unified Communications Manager FeaturesServices Guide, Call Pickup chapter Unified Communications Manager Phone Configuration chapter Configuration System Enterprise PhoneAdministration Guide, Cisco Unified IP Administration Guide, Feature Control Device Phone Services GuideManager Features and Services Guide BLF Features and Services Guide, Call Features and Services Guide, Cisco CallDisplay Restrictions chapter Forward Maximum Hop Count service parameter Administration Guide, DirectoryCisco Unified Communications Services Guide, Monitoring and Recording Configure the call pickup feature to supportDuring a call when it is being recorded Incoming call information on the phone screen System Guide, Understanding Route Communications Features and ServicesExtention Mobility chapter in the Cisco Administration Features and Services GuideServices Guide, Cisco Extension Divert, go to the Cisco Unified IP Phone Choose Device Device DefaultsFrom the Bulk Administration Load Information field Phone Button Template for Personal Address Services Guide, External Call ControlBook or Speed Dials, Administration Guide, Hunt Group Configuration chapter Manager Administration Guide Communications Manager FeatureChapters of Cisco Unified Communications Features and Services Guide, Malicious Administration Guide, Message Waiting Unified Communications Manager SIP Services Guide, Call Park and DirectedUnified IP Phone 9971 User Guide for Cisco Monitoring section on Simultaneously Go to Product Specific ConfigurationLayout area and select Enable from Peer Firmware Sharing may also aid in firmware Plar Features and Services Guide BargeAdministration Guide, Phone Button Unified Communications Manager Security Report Tool chapter Features and Services Guide, QualityQRT Creating Custom Phone Rings section OL-20861-01 Services Guide, Cisco Unified Mobility Administration Guide, ConferenceBridge Configuration chapter Features and Services Guide, Cisco Unified Administration Guide, Date/Time Group Administration Guide, Time PeriodSystem Guide, Time-of-Day Routing Park Monitoring Setting the Service Parameters for Park Monitoring Field Description Field Description List of Parameters Configuring Product Specific Configuration ParametersRtcp Configuring Personal Directory Configuring Corporate and Personal DirectoriesConfiguring Corporate Directories Override Common Settings Check Box Dedicated Feature Feature Buttons and SoftkeysButton Softkey Modifying a Phone Button Template for All Calls Modifying Phone Button TemplatesMcid Secure Service URL For PAB, enter the following URL Configuring Feature Control Policies Feature Default Value Setting Up ServicesUnified Communications Manager Administration Guide Adding Users to Cisco Unified Communications Manager Managing the User Options Web Pages Giving Users Access to the User Options Web PagesClick Add Selected OL-20861-01 Specifying Options that Appear on the User Options Web Pages Customizing and Modifying Configuration Files Customizing the Cisco Unified IP Phone Creating Custom Phone Rings Ringlist.xml File Format Requirements Configuring a Custom Phone Ring PCM File Requirements for Custom Ring Types List.xml File Format Requirements Creating Custom Background ImagesList.xml Example Configuring a Custom Background Image PNG File Requirements for Custom Background Images Configuring Wideband Codec Configuring the Idle Display Automatically Disabling the Cisco Unified IP Phone Display Display On and Off Configuration Fields Information Model Information ScreenModel Information Screen, Status Menu, 10-1 Status Menu 10-2 Select Status Messages Select Administrator SettingsStatus Messages Screen Message Description Possible Explanation and Action On assigning a static IP address Ethernet Setup Menu section on page 7-4for detailsIf you are using DHCP, check the Dhcp server Menu section on page 7-4section for details 10-5 Unified CM Security Guide 10-6 Ethernet Statistics Screen 10-7 Select Status Ethernet Statistics 10-8 Select Wlan Statistics Wlan Statistics ScreenPort IPv4 10-9 10-10 Select Call Statistics Call Statistics ScreenSelect Status Call Statistics screen displays these items Cisco Unified IP Phone uses Voice-Quality MetricsMOS LQK 10-12 Select Administrator Settings Select Call Statistics 10-13 10-14 Select Current Access Point Current Access Point Screen10-15 10-16 Monitoring the Cisco Unified IP Phone Remotely 11-1 Accessing the Web Page for a Phone 11-2 Choose Device Phone Enabling and Disabling Web Page AccessClick Apply Config 11-3 UDI Device Information11-4 About other phone settings. -2describes these items Network Setup11-5 11-6 11-7 Network Statistics 11-8 11-9 Lldp 11-10 5describes the items in the Streaming Statistics areas Device LogsStreaming Statistics 11-11 IP Phone uses 11-12 Voice Quality Metrics Configuring Settings on the Cisco Unified IP Phone chapter11-13 11-14 Resolving Startup Problems 12-1 12-2 Identifying Error Messages 12-3 Choose Tools Control Center Feature Services 12-4 Experiencing problems Resolve, the configuration file may be corruptedTo create a new configuration file, follow these steps 12-5 Verifying the Physical Connection Cisco Unified IP Phone Resets UnexpectedlySymptom Cisco Unified IP Phone Unable to Obtain IP Address Identifying Intermittent Network Outages Verifying the Voice Vlan Configuration Verifying Dhcp SettingsChecking Static IP Address Settings Verifying that the Phones Have Not Been Intentionally Reset Checking Power Connection Eliminating DNS or Other Connectivity Errors12-8 Problem Possible Cause Troubleshooting Cisco Unified IP Phone Security12-9 Summary Explanation General Troubleshooting Tips12-10 Displaying these statistics 12-11 Halfduxcollisionexceedthreshold To resolve this problem, re-enable the port from the switch12-12 12-13 12-14 Performing Explanation Resetting the Cisco Unified IP Phone12-15 Monitoring the Voice Quality of Calls Using the Quality Report Tool12-16 Troubleshooting Tips Where to Go for More Troubleshooting InformationCleaning the Cisco Unified IP Phone Metric Change Condition 12-18 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 Supporting International Users Support for International Call Logging OL-20861-01 Physical and Operating Environment Specifications Specification Value or Range Network and Computer Port Pinouts Cable SpecificationsNetwork Port Connector Pin Number Function Computer Port Connector Table C-3describes the Computer port connector pinouts OL-20861-01 Basic Phone Administration Steps Example User Information for these Procedures Choose System Ldap Ldap Directory Proceed to Configuring the Phone, page D-3Adding a User From an External Ldap Directory Click Perform Full Sync Now Example johndoe Configuring the PhoneProceed to the section Configuring the Phone, page D-3 Example doe OL-20861-01 OL-20861-01 Choose User Management End User Performing Final End User Configuration StepsClick Device Associations Installing the Wall Mount for Cisco Unified IP Phone Installing the Bracket Before You Begin 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 Machine Installing the Bracket Figure E-8 Mounting the Wall Bracket Figure E-9 Attaching the Phone Bracket Figure E-10 Preparing the Handset Hook Figure E-11 Plugging the Power Cord into the Phone Figure E-12 Attaching the Phone to the Wall Bracket Cisco Unified IP Phone Non-Lockable Wall Mount 345749 Components Ethernet Cable Wall bracket Install Non-Lockable Wall Mount for phone Figure F-4 Mount the Wall Bracket Figure F-5 Attach the Phone Bracket Figure F-6 Remove Phone from Non-Lockable Wall Mount Figure F-7 Attach phone to wall bracket Figure F-8 Tab location Figure F-9 345743 Screws Anchors Phone bracket Before You Begin Figure F-13 Bracket Installation Figure F-14 Attach Phone Bracket Figure F-15 Figure F-16 Attach Phone to Wall Bracket Figure F-17 Figure F-18 OL-20861-01 Numerics IN-1 Cast Technical specifications Using Ldap directoriesCall waiting Capf Certificate Authority Proxy Function IN-2 DND IN-3 USB Using Wired Headset port Hold Hold reversion HttpEthernet Statistics screen HTTP, description Https Cast CDP Dhcp Http Rtcp RTP SIP TCP Tftp UDP MICIN-5 IN-6 Trust List Security profiles IntentionallyIN-7 IN-8 DNS VPN TftpIN-9 IN-10