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Cisco Systems 8961 Where to Go for More Troubleshooting Information, Troubleshooting Tips, 12-17

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Chapter 12 Troubleshooting and Maintenance

Where to Go for More Troubleshooting Information

Troubleshooting Tips

When you observe significant and persistent changes to metrics, use Table 12-4for general troubleshooting information:

Table 12-4 Changes to Voice Quality Metrics

Metric Change	Condition

Conceal Ratio and Conceal	Network impairment from packet loss or high jitter.
Seconds increase significantly

Conceal Ratio is near or at zero,	• Noise or distortion in the audio channel such as echo or audio
but the voice quality is poor.	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.

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, go to the following Cisco web site and then navigate to the desired Cisco Unified IP Phone:

http://www.cisco.com/cisco/web/psa/troubleshoot.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 phone 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.

		Cisco Unified IP Phone 8961, 9951, and 9971 Administration Guide for Cisco Unified Communications Manager 8.5 (SIP)

	OL-20861-01			12-17
	OL-20861-01			12-17

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Cisco Systems 8961 manual Where to Go for More Troubleshooting Information, Cleaning the Cisco Unified IP Phone, 12-17

Contents

Text Part Number OL-20862-01 Americas HeadquartersPage Iii N T E N T SManager Key Expansion Module Settings on the Phone Interacting with Cisco Unified Wireless APs Vii Configuring Personal DirectoryViii Status MenuTechnical Specifications Installing the Wall Mount for the Cisco Unified IP Phone E-1 Audience OverviewOrganization Chapter DescriptionXii Cisco Product Security Overview Related DocumentationCisco Unified IP Phones 8961, 9951, XiiiConvention Description Document ConventionsBoldface font XivAn Overview of the Cisco Unified IP Phone 1describes the buttons on the Cisco Unified IP Phone 1shows the main components of the Cisco Unified IP PhoneFeatures 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 URL Authentication on Cisco Unified IP Phones sectionWhite paper See the LLDP-MED and Cisco Discovery ProtocolNologieswhitepaper0900aecd804cd46d.shtml SIPCisco Unified Communications Manager Feature OverviewSystem Guide UDPRelated Topic Configuring Telephony FeaturesSee the Overview of Supported Security Features section on Providing Users with Feature InformationTopic Reference See the Security Restrictions section onUnified Communications Manager Security Guide Overview of Supported Security FeaturesManager Feature Description Choose AdministratorIP Phone section on page 3-21for more information Phones section on page 1-22for more information Cisco Unified Communications Manager Security GuideIdentifying Secure Encrypted Phone Calls Understanding Security ProfilesEstablishing and Identifying Secure Calls Security Restrictions with Conference Calls Overview Supporting 802.1X Authentication on Cisco Unified IP PhonesSecurity Restrictions OL-20861-01 Purpose For More Information Administration Guide Communications Manager AdministrationChapter in the Cisco Unified Communications Manager Task Purpose For More InformationInstalling Cisco Unified IP Phones Settings section on See the Configuring Startup NetworkSee the Ethernet Setup Menu section on Wireless NetworkTerminology Information User Guide Administration GuideRefer to the Cisco Unified IP Phone 9951, and 9971 User Guide for CiscoA P T E R Cisco Communications Manager Administration Guide Providing Power to the Cisco Unified IP Phone Power Outage Power GuidelinesReducing Power Consumption on the Phone Power Type GuidelinesObtaining Additional Information About Power Power Negotiation over LldpUnderstanding Phone Configuration Files Purpose Related Topics Understanding the Phone Startup ProcessCommunications Manager Security Refer to Cisco UnifiedConfiguration file defines how the Cisco Unified IP Phone Request the configuration fileTask Purpose Related Topics Information for the phoneAdding Phones with Auto-Registration Tool BAT updates information in the Cisco UnifiedRequires MAC Method Address? TapsAdding Phones with Auto-Registration and Taps Procedure Adding Phones Using BAT Phone TemplateDetermining the MAC Address for a Cisco Unified IP Phone OL-20861-01 Network Requirements Before You BeginUnderstanding the Cisco Unified IP Phone Components Cisco Unified Communications Manager ConfigurationHandset Rest Network and Computer PortsCisco Accessory Accessory TypeThird-Party Accessories SpeakerphoneUSB Port Data Information HeadsetsExternal Speakers and Microphone Audio Quality Subjective to the User Disabling a Wired HeadsetHighlight the analog headset, then press the Setup softkey Select AccessoriesDisabling the USB Headset Wireless Headsets Select Add Bluetooth Accessory Adding a Bluetooth Wireless Headset to the PhoneUser guides that were provided with your headset Press the Applications buttonUsing External Devices Installing the Cisco Unified IP PhoneSee the Network and Computer Ports See the Headsets section on page 3-5forSection on page 3-3for guidelines WlanCisco 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 Cisco Unified IP Phone 8961, 9951, Connecting the FootstandSecuring 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 Before You Begin To configure an LSC on the phone, perform these stepsCisco Unified IP Phone Model KEMs Supported Setting Up the Cisco Unified IP Color Key Expansion ModuleConnecting a Single KEM to the Cisco Unified IP Phone Power InformationRemoving a Key Expansion Module, Troubleshooting, Power Consumption206800 Cisco Unified IP Phone with Three KEMs Attached Upgrading the Key Expansion Module Key Expansion Module Settings on the PhoneKEM starts to upgrade TroubleshootingRemoving a Key Expansion Module Configuring the Cisco Unified Video Camera Setting Up the Cisco Unified Video CameraAdjusting the Camera View Area Adjusting the Camera SettingsInstallation Procedure Select Accessories Highlight Cisco Unified CameraAdjusting Auto Transmit Setting Adjusting the Brightness SettingSelect View Area Select BrightnessUsing the Cisco Unified Video Camera Post-Installation StepsUnderstanding the Wireless LAN Understanding the VoIP Wireless NetworkThis section describes the following concepts Understanding Wlan Standards and TechnologiesPart Number Band Range Standards for Wlan CommunicationsUNII-2 UNII-3Supported Countries World Mode 802.11dRadio Frequency Ranges Data Rates, Tx Power, Ranges, and Decibel TolerancesStandard Data Rate Range Receiver Sensitivity 802.11aData Rate Range Receiver Sensitivity 802.11b Wireless Modulation Technologies802.11b 802.11g 802.11a Dsss OfdmVoice QoS in a Wireless Network, VoIP Wlan Configuration, Bluetooth Wireless TechnologyAP, Channel, and Domain Relationships WLANs and RoamingInteracting with Cisco Unified Wireless APs Components of the VoIP Wireless NetworkAssociating to APs Network Voice QoS in a Wireless NetworkOL-20861-01 Security for Voice Communications in WLANs Authentication MethodsInteracting with Cisco Unified Communications Manager This section contains the following itemsAuthenticated Key Management Encryption Methods Choosing AP Authentication and Encryption MethodsOr Cckm Pre-shared key, WPA2 Pre-shared key, or CckmManagement Encryption Authentication Cisco AP Configuration Key CommonCisco Unified IP Phone Supported Access Points VoIP Wlan ConfigurationSupported APs and Modes UnifiedSupported Antennas Configuring Wireless LANOL-20861-01 OL-20861-01 Setup Menus on the Cisco Unified IP Phone Configuring Settings on the Cisco Unified IP PhoneTo display a submenu repeat Step Displaying a Setup MenuDisplaying a Setup Menu, IPv4 Setup Menu Options, Security Setup Menu,Unlocking and Locking Options Editing ValuesOption Description To Change Ethernet Setup MenuSelect button PC Vlan System Enterprise Phone ConfigurationWlan Setup Menu Ssid Option Description To Change IPv4 Setup Menu Options To Cisco Unified Communications Manager Security Guide Cisco Unified Communications Manager Security See the 802.1X Authentication and Transaction Security Setup MenuLSC For this phoneTrust List Menu To the Configuring the Cisco CTL ClientSection in Cisco Unified Communications Manager Security Guide802.1X Authentication and Transaction Status Use this procedure to connect through VPN VPN Configuration MenuProcedure Steps Choose Applications VPN VPN Enabled If Auto-Detect Network Connection is disabledOL-20861-01 Configuring Features, Templates, Services, and Users Features and Services Guide, Barge Feature Description Configuration ReferenceSystem Service Parameter and select System Guide, Cisco Unified IP PhonesServices Guide, Call Pickup chapter Unified Communications Manager FeaturesCommunications Manager Features Unified Communications ManagerAdministration Guide, Cisco Unified IP Configuration System Enterprise PhonePhone Configuration chapter Administration Guide, Feature ControlManager Features and Services Guide Services GuideDevice Phone BLFFeatures and Services Guide, Call Features and Services Guide, Cisco CallDisplay Restrictions chapter Forward Maximum Hop Count service parameter Administration Guide, DirectoryCisco Unified Communications During a call when it is being recorded Configure the call pickup feature to supportServices Guide, Monitoring and Recording Incoming call information on the phone screenSystem Guide, Understanding Route Communications Features and ServicesExtention Mobility chapter in the Cisco Administration Features and Services GuideServices Guide, Cisco Extension From the Bulk Administration Choose Device Device DefaultsDivert, go to the Cisco Unified IP Phone Load Information fieldPhone Button Template for Personal Address Services Guide, External Call ControlBook or Speed Dials, Configuration chapter Administration Guide, Hunt GroupManager Administration Guide Communications Manager FeatureChapters of Cisco Unified Communications Administration Guide, Message Waiting Features and Services Guide, MaliciousUnified IP Phone 9971 User Guide for Cisco Services Guide, Call Park and DirectedUnified Communications Manager SIP Monitoring section onLayout area and select Enable from Go to Product Specific ConfigurationSimultaneously Peer Firmware Sharing may also aid in firmwareAdministration Guide, Phone Button Features and Services Guide BargePlar Unified Communications Manager SecurityQRT Features and Services Guide, QualityReport Tool chapter Creating Custom Phone Rings sectionOL-20861-01 Bridge Configuration chapter Administration Guide, ConferenceServices Guide, Cisco Unified Mobility Features and Services Guide, Cisco UnifiedAdministration Guide, Date/Time Group Administration Guide, Time PeriodSystem Guide, Time-of-Day Routing Park Monitoring Field Description Setting the Service Parameters for Park MonitoringField Description List of Parameters Configuring Product Specific Configuration ParametersRtcp Configuring Corporate Directories Configuring Corporate and Personal DirectoriesConfiguring Personal Directory Override Common Settings Check BoxDedicated 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 the Cisco Unified IP Phone Customizing and Modifying Configuration FilesRinglist.xml File Format Requirements Creating Custom Phone RingsPCM File Requirements for Custom Ring Types Configuring a Custom Phone RingList.xml File Format Requirements Creating Custom Background ImagesList.xml Example PNG File Requirements for Custom Background Images Configuring a Custom Background ImageConfiguring Wideband Codec Automatically Disabling the Cisco Unified IP Phone Display Configuring the Idle DisplayDisplay On and Off Configuration Fields Model Information Screen, Status Menu, Model Information ScreenInformation 10-110-2 Status MenuStatus Messages Screen Select Administrator SettingsSelect Status Messages Message Description Possible Explanation and ActionIf you are using DHCP, check the Dhcp server Ethernet Setup Menu section on page 7-4for detailsOn assigning a static IP address Menu section on page 7-4section for details10-5 10-6 Unified CM Security Guide10-7 Ethernet Statistics Screen10-8 Select Status Ethernet StatisticsPort IPv4 Wlan Statistics ScreenSelect Wlan Statistics 10-910-10 Select Status Call Statistics ScreenSelect Call Statistics Call Statistics screen displays these itemsMOS LQK Voice-Quality MetricsCisco Unified IP Phone uses 10-1210-13 Select Administrator Settings Select Call Statistics10-14 Select Current Access Point Current Access Point Screen10-15 10-16 11-1 Monitoring the Cisco Unified IP Phone Remotely11-2 Accessing the Web Page for a PhoneClick Apply Config Enabling and Disabling Web Page AccessChoose Device Phone 11-3UDI Device Information11-4 About other phone settings. -2describes these items Network Setup11-5 11-6 11-7 11-8 Network Statistics11-9 11-10 LldpStreaming Statistics Device Logs5describes the items in the Streaming Statistics areas 11-1111-12 IP Phone usesVoice Quality Metrics Configuring Settings on the Cisco Unified IP Phone chapter11-13 11-14 12-1 Resolving Startup Problems12-2 12-3 Identifying Error Messages12-4 Choose Tools Control Center Feature ServicesTo create a new configuration file, follow these steps Resolve, the configuration file may be corruptedExperiencing problems 12-5Symptom Cisco Unified IP Phone Unable to Obtain IP Address Cisco Unified IP Phone Resets UnexpectedlyVerifying the Physical Connection Identifying Intermittent Network OutagesChecking Static IP Address Settings Verifying Dhcp SettingsVerifying the Voice Vlan Configuration Verifying that the Phones Have Not Been Intentionally ResetChecking 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 12-11 Displaying these statisticsHalfduxcollisionexceedthreshold 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 Cleaning the Cisco Unified IP Phone Where to Go for More Troubleshooting InformationTroubleshooting Tips Metric Change Condition12-18 Providing Information to Users Via a Website How Users Access a Voice Messaging System Installing the Synchronizer How Users Configure Personal Directory EntriesConfiguring the Synchronizer Support for International Call Logging Supporting International UsersOL-20861-01 Specification Value or Range Physical and Operating Environment SpecificationsNetwork Port Connector Cable SpecificationsNetwork and Computer Port Pinouts Pin Number FunctionTable C-3describes the Computer port connector pinouts Computer Port ConnectorOL-20861-01 Example User Information for these Procedures Basic Phone Administration StepsAdding a User From an External Ldap Directory Proceed to Configuring the Phone, page D-3Choose System Ldap Ldap Directory Click Perform Full Sync NowProceed to the section Configuring the Phone, page D-3 Configuring the PhoneExample johndoe Example doeOL-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 Before You Begin Installing the BracketFigure 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 Ethernet Cable Wall bracket ComponentsInstall Non-Lockable Wall Mount for phone Figure F-4 Mount the Wall Bracket Figure F-5 Attach the Phone Bracket Figure F-6 Figure F-7 Attach phone to wall bracket Remove Phone from Non-Lockable Wall MountFigure 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 IN-1 NumericsCall waiting Capf Certificate Authority Proxy Function Technical specifications Using Ldap directoriesCast IN-2IN-3 DNDEthernet Statistics screen Using Wired Headset port Hold Hold reversion HttpUSB HTTP, description HttpsCast 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