Cisco Systems CP6921CK9 Where to Go for More Troubleshooting Information, Troubleshooting Tips

Chapter 9 Troubleshooting and Maintenance

Where to Go for More Troubleshooting Information

Note Concealment ratio and concealment seconds are primary measurements based on frame loss. A Conceal Ratio of zero indicates that the IP network is delivering frames and packets on time with no loss.

You can access voice quality metrics from the Cisco Unified IP Phone by using the Call Statistics screen (see the “Call Statistics Screen” section on page 7-8) or remotely by using Streaming Statistics (see the Monitoring the Cisco Unified IP Phone Remotely chapter).

Troubleshooting Tips

When you observe significant and persistent changes to metrics, use Table 9-3for general troubleshooting information.

Table 9-3 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 orat zero,	• Noise or distortion in the audio channel such as echo or
but the voice quality is poor.	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.

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_troubleshoot_and_ alerts.html

•Cisco Products and Services (Technical Support and Documentation): http://www.cisco.com/en/US/products/ps10326/tsd_products_support_series_home.html

	Cisco Unified IP Phone 6921, 6941, and 6961 Administration Guide for Cisco Unified Communications Manager 7.1 (SCCP)
9-12	OL-19025-01