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Nortel Networks NN43119-101 manual Troubleshooting IP Softphone, Connectivity problems, Symptom

Models: NN43119-101

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Troubleshooting the IP Softphone 2050

Troubleshooting the

IP Softphone 2050

The following sections describe various troubleshooting issues and suggested remedy actions:

•“Connectivity problems” on page 115

•“Audio problems” on page 120

•“Reset conditions” on page 123

•“USB Headset problems” on page 124

•“TAPI problems” on page 127

Connectivity problems

The following sections describes various connectivity problems and suggested remedy actions:

•“Communication server is unreachable” on page 115

•“Unable to obtain valid license” on page 117

•“Connection is reinitializing” on page 117

•“Authorization failed” on page 118

•“Unable to retrieve communication server parameters from DHCP server” on page 119

•“Unable to connect to GXAS server” on page 119

Communication server is unreachable

Symptom:

One of the following messages appears:

•Connecting...

•Server unreachable. Reconnecting in xx seconds.

•802.1 QoS is not supported on your network.

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Nortel Networks NN43119-101 manual Troubleshooting IP Softphone, Connectivity problems, Communication server is unreachable

Contents

IP Softphone Page Preamble GNU General Public LicensePage Page Page No Warranty MAD Revision history Revision history Contents IP Softphone 2050 Graphical External Application Server Managing contacts from the CS 1000 DirectoryManaging IP Softphone 2050 calls IP Softphone 2050 Expansion ModuleIP Softphone 2050 macros IP Softphone 2050 menu commandsIP Softphone 2050 Settings IP Softphone 2050 USB Headset AdapterConfiguring CS 1000 Directory user preferences Accessibility Interface113 131 Troubleshooting the IP Softphone 2050Contents IP Softphone 2050 overview FeaturesIP Softphone 2050 overview Local Directory window Settings windowComponents Call Control windowExpansion Module System tray icon and menuI2050.exe application Select Nortel IP Softphone 2050 IP Softphone Accessibility InterfaceSelect File Settings Theme Select Accessibility Interface IP Softphone Call Control windowCall Control Window-1100 series theme Call Control windowCall Control Window-Compact theme silver IP Softphone 2050 components and functions Part 1 Call Control window elements and functionsMute On or Mute Off IP Softphone 2050 components and functions Part 2IP Softphone 2050 components and functions Part 3 Adding a hot key Hot keysSelect Hot Keys Removing a hot key System tray icon and menuLocal Directory IP Softphone 2050 DirectoriesOn the menu, select View Local Directory CS 1000 DirectoryOpening a Local Directory from the Call Control window Personal DirectoryRedial List Callers ListOpening CS 1000 Directory features Application Server Administration Password AdministrationNortel USB Audio Kit Installing and setting up the IP SoftphoneSystem requirements Supported operating systemsClient Licensing Installing the IP SoftphoneAdding contacts to a Local Directory Managing contacts from the Local DirectoryDeleting contacts from the Local Directory Editing contacts in the Local DirectorySelect File Properties Select Edit Delete Finding contacts in the Local DirectorySelect Edit Find Contact Dialing from the Local Directory Filtering a Local DirectoryClick Find Now Select Rename Group Managing Groups in the Shortcut BarSelect Add New Group Select Remove GroupSelect Edit New Contact Using the Properties dialog boxSelect File Properties Click Properties Properties Details tab Properties Settings tabLinking to external directories Properties General tabLinking to the Ldap directory Linking to Outlook Adding external contacts to the Local Directory Linking to Windows Address Book directoryManaging contacts from the Local Directory Adding contacts to the Personal Directory Managing contacts from the CS 1000 DirectorySelect Personal Directory Add. a text editor starts Making temporary edits to contacts Editing CS 1000 Directory contactsFinding CS 1000 Directory contacts Deleting CS 1000 Directory contactsDialing from the Personal Directory Select Callers List Dialing from the Redial ListDialing from the Callers List Select Redial ListMaking telephone calls Managing IP Softphone 2050 callsSelect Keys Answer Incoming Call Notification Answering telephone callsHolding and retrieving telephone calls Using Record On Demand keyUsing Save key Support for Tapi applications Hanging up telephone callsViewing active status Viewing active statusStatus Description On Hold Call is on hold Shows the Expansion Module window IP Softphone 2050 Expansion ModuleSelect Add Group Using the Expansion ModuleWorking with Groups Select View Expansion Module. The EM window opensSelect Remove Group Selecting a Gxas application Configuring the Gxas pluginIP Softphone 2050 Graphical External Application Server Starting the Gxas pluginUsing the session window IP Softphone 2050 USB Headset Adapter Click on File Settings USB Headset, Answering calls with the USB Headset Adapter Adjusting the volume with the USB Headset AdapterHanging up calls with the USB Headset Adapter Muting a call Using the Smart Functions menuCustomizing the Smart Functions menu Click Configure Smart FunctionsCustom Functions for Smart Functions menu IP Softphone 2050 USB Headset Adapter IP Softphone 2050 USB Headset Adapter Entering a macro IP Softphone 2050 macrosClick New Macro Playing a macro Deleting a macroFrom the Call Control window, select Keys Macros Call Control window menu command IP Softphone 2050 menu commandsUsing the File menu Using the Keys menu Using the Edit menuUsing the Help menu Using the View menuUsing the Icon menu Using the Change menuOpening the Settings window IP Softphone 2050 SettingsUsing the Settings window Profiles Reset buttonClick Modify Name Creating new profilesRemoving profiles Modifying profile namesExporting profiles Selecting profilesImporting profiles Server Using DhcpRestoring defaults Using IP addresses and DNS namesLicense Servers Resetting the connectionTheme Audio MacrosHeadset or handset device Sound DevicesHandsfree/Ringing/Paging Device MAC addresses Hardware IDSelecting MAC addresses Noise Reduction Echo CancellationAdvanced Audio Microphone Automatic Gain ControlNotifications Listener IPSelect Use a specific port. The dimmed text box activates Select Play sound Text ReplacementsSelect the Show pop-up window in System Tray option button Lamp Sounds Key Type Accessibility InterfacePhone number dialog box Expansion Module LanguageSelect Allow this application to record calls Personal Call RecordingSelect Launch the Personal Call Recorder application Selecting the headset Plantronics USB Bluetooth HeadsetSetting external lamp controls USB HeadsetHeadset Disconnect Manual OverrideActive Call Priority Using the backlightConfiguring Smart Functions Message WaitingAbout Control groups Accessibility InterfaceDisplay Indicators Accessibility Interface MenuNavigating Control Groups and Menu Commands Line and FeatureNavigating Control groups Navigating Menu CommandsLimitations of Accessibility Interface Using hot keysClick Services Configuring CS 1000 Directory user preferencesChoosing the language Select Call Timer On Configuring the date and timeEnabling the Call Timer Configuring Call Log optionsNew call indication Logging all/unanswered incoming callsSelect Incoming calls Select Incoming calls Select New call indication Preferred name matchName display format Area code setupEnable Pwd Protection Using Password AdministrationEnabling Password Protection Select Change Protection modeDisable Pwd Protection Changing your personal passwordSelect New Password 112 Using the IP Softphone 2050 diagnostics IP Softphone 2050 DiagnosticsOverview Using the Diagnostics View menu Communication server is unreachable Troubleshooting IP SoftphoneConnectivity problems SymptomPotential causes DescriptionAction Connection is reinitializing Unable to obtain valid licenseAuthorization failed Unable to connect to Gxas server Service deniedBasic audio operation Audio problemsWindows transition effects One-way audioBroken or choppy speech Audio bufferingOther applications Windows sound plays from the headsetSelect Start Control Panel Display Clear Use transition effects for menus and tool tipsAdvanced audio problems due to network performance Reset conditionsHeadset not functioning USB Headset problemsSelect Properties Click Device Manager USB Headset Adapter features appear dimmed126 Cannot hear audio through headset Tapi problemsSound still comes out of my computer speakers Tapi service provider is missing Select Start Control Panel Phone and Modem Options Advanced Troubleshooting the IP Softphone 130 Index 132 133 Index 134 Page Copyright 2005-2010 Nortel Networks. All Rights Reserved