Troubleshooting and Maintenance | Cisco Systems OL-19025-01 specs

Contents

	Network Statistics		8-7
	Device Logs	8-8
	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

	Identifying Error Messages		9-3
	Checking Network Connectivity			9-3
	Verifying TFTP Server Settings			9-3
	Verifying IP Addressing and Routing				9-3
	Verifying DNS Settings	9-4
	Cisco CallManager and TFTP Services Are Not Running						9-4
	Creating a New Configuration File				9-4
	Registering the Phone with Cisco Unified Communications Manager 9-5
	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
	General Troubleshooting Tips	9-8
	Resetting or Restoring the Cisco Unified IP Phone					9-10
	Performing a Basic Reset	9-10
	Performing a Factory Reset	9-11
	Monitoring the Voice Quality of Calls		9-11
	Troubleshooting Tips 9-12
	Where to Go for More Troubleshooting Information					9-12
	Cleaning the Cisco Unified IP Phone		9-13
	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

Cisco Unified IP Phone 6921, 6941, and 6961 Administration Guide for Cisco Unified Communications Manager 7.1 (SCCP)

	viii	OL-19025-01

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Cisco Systems OL-19025-01 manual Troubleshooting and Maintenance

Contents

Americas Headquarters Text Part Number OL-19025-01Page Page Page N T E N T S Footstand Configuring Features, Templates, Services, and Users Troubleshooting and Maintenance Network and Access Port Pinouts C-2 OL-19025-01 Overview AudienceOrganization Chapter Description Related Documentation Cisco Unified IP Phone 6900 Series Document Conventions Cisco Product Security OverviewConvention Description Boldface font Italic screen font An Overview of the Cisco Unified IP Phone Understanding the Cisco Unified IP Phone 6921, 6941, Buttons 2shows the main components of the Cisco Unified IP Phone OL-19025-01 OL-19025-01 3shows the main components of the Cisco Unified IP Phone OL-19025-01 Dynamic Host Configuration Protocol chapter What Networking Protocols are Used?Networking Protocol Purpose Usage Notes Communications Manager System Guide Related Topics Cisco Unified Communications ManagerSystem Guide Feature Overview Related Topic Configuring Telephony FeaturesProviding Users with Feature Information Feature Description Access section on OL-19025-01 Purpose For More Information Communications Manager Administration Guide Unified Communications Manager Administration Chapter in the Cisco Unified Communications Manager Communications Manager AdministrationTask Purpose For More Information Installing Cisco Unified IP Phones User Guide for Cisco Unified Communications Manager Network Setup IPv4 SetupRefer to Cisco Unified IP Phone 6921, 6941, 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 Type Guidelines Power GuidelinesPower Outage Understanding Phone Configuration Files Obtaining Additional Information about Power Resolving Startup Problems, Understanding the Phone Startup ProcessPurpose Related Topics Adding Phones to the Cisco Unified Requesting the Configuration File Adding Phones with Auto-Registration Requires MAC Method Address? Adding Phones with Auto-Registration and Taps Determining the MAC Address for a Cisco Unified IP Phone Adding Phones with BAT Before You Begin Network Requirements Network and Access Ports, Handset, Speakerphone, Headset, Cisco Unified Communications Manager ConfigurationNetwork and Access Ports Headset HandsetSpeakerphone Audio Quality Installing the Cisco Unified IP Phone See the Network and Access Ports section onSee the Headset section on page 3-3for supported See the Adding Phones to the Cisco Unified Cisco Unified IP Phone 6921 and 6941 Cable Connections Cisco Unified IP Phone 6961 Cable Connections Reducing Power Consumption on the Phone Footstand Cisco Unified IP Phone 6921 Cisco Higher Viewing Angle Lower Viewing Angle Mounting the Phone to the WallVerifying the Phone Startup Process Configuring Startup Network Settings Hold Mute Speaker OL-19025-01 Configuration Menus on the Cisco Unified IP Phone Phone Select Admin Settings Displaying a Configuration MenuProcedure Unlocking and Locking Options Editing Values Select Network Setup MenuOption Description To Change PC Vlan IPv4 Setup Menu Options Related Topics OL-19025-01 Configuring Features, Templates, Services, and Users Feature Description Configuration Reference Features and Services Guide, Cisco Call Features and Services Guide, CallAdministration Guide, Directory Forward Maximum Hop Count service parameter Cisco Unified Communications Communications Features and Services Communications Manager FeaturesCodes and Forced Authorization Codes Extension Mobility chapter in the Cisco Point Configuration chapter in the Cisco Speed Dials, Features and Services GuideButton Template for Personal Address Book or Cisco Communications Manager Administration Guide, Hunt GroupManager Feature and Services Guide Features and Services Guide, Malicious Administration Guide, Message WaitingRefer to Cisco Unified Communications Manager System Guide, Cisco Unified Features and Services Guide Barge Unified IP Phone 6921, 6941, and 6961 User Administration Guide, Phone Button Template Configuration chapterFeatures and Services Guide, Quality Report Tool chapter Administration Guide, Time Period Administration Guide, Cisco Voice-MailPort Configuration chapter System Guide, Time-of-Day Routing Join and Direct Transfer Policy Configuring Corporate and Personal DirectoriesConfiguring Corporate Directories Configuring Personal Directory Modifying Phone Button Templates Click Save Configuring Softkey Templates Supported as a DND Setting Up Services Giving Users Access to the User Options Web Pages Managing the User Options Web Pages Click Save Selected/Changes Click Add SelectedEnter the appropriate search criteria and click Find Specifying Options that Appear on the User Options Web Pages Configuring the Phone to Support Call Waiting Customizing and Modifying Configuration Files Customizing the Cisco Unified IP Phone Creating Custom Phone Rings DistinctiveRingList File Format Requirements PCM File Requirements for Custom Ring Types Configuring the Idle DisplayConfiguring a Custom Phone Ring Automatically Disabling the Cisco Unified IP Phone Backlight Field Description OL-19025-01 Model Information Screen Model Information Screen, Status Menu, Select Status Messages Status MenuStatus Messages Screen 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 Call Statistics Screen Select Call Statistics Voice Quality Metrics OL-19025-01 Monitoring the Cisco Unified IP Phone Remotely Accessing the Web Page for a Phone Http//IPaddress Choose Device Phone Disabling and Enabling Web Page AccessDevice Information Network Setup Cisco Unified IP Phone Description Description Network Statistics Vlan Device Logs Streaming Statistics Configuring Settings on the Cisco Unified IP Phone chapter Troubleshooting and Maintenance Resolving Startup Problems Troubleshooting and Maintenance 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 Cisco Unified IP Phone Resets Unexpectedly Verifying Dhcp SettingsVerifying the Physical Connection Identifying Intermittent Network Outages Checking Static IP Address Settings Verifying the Voice Vlan ConfigurationVerifying that the Phones Have Not Been Intentionally Reset Eliminating DNS or Other Connectivity Errors Summary Explanation General Troubleshooting TipsChecking Power Connection Halfduxcollisionexceedthreshold Operation Performing Explanation Resetting or Restoring the Cisco Unified IP PhonePerforming a Basic Reset Performing a Factory Reset Monitoring the Voice Quality of Calls Metric Change Condition Where to Go for More Troubleshooting InformationTroubleshooting Tips Cleaning the Cisco Unified IP Phone OL-19025-01 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-19025-01 Physical and Operating Environment Specifications Specification Value or Range Cable Specifications Network and Access Port PinoutsNetwork Port Connector Access Port Connector Pin Number Function OL-19025-01 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 Choose System Ldap Ldap DirectoryClick Perform Full Sync Now Example johndoe Configuring the Phone Proceed to the section Configuring the Phone, page D-4 OL-19025-01 OL-19025-01 Choose User Management End User Click Device Associations Performing Final End User Configuration Steps Installing the Wall Mount Kit for Installing the Bracket 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 OL-19025-01 Cisco Unified IP Phone Non-Lockable Wall Mount ADA Non-Lockable Wall Mount Kit for 6900 Series Components Package includes these items Install Non-Lockable Wall Mount Kit for Phone Before You Begin Figure F-4 Mount the Wall Bracket Figure F-5 Attach Phone Bracket Go to in Installing the Bracket, page E-2 Remove Phone from Non-Lockable Wall Mount Before You Begin Figure F-7 Figure F-8 D E IN-2 IN-3 IN-4 Tftp Server IN-6 IN-7 IN-8