Polycom SIP 2.2.0 guide

5

Troubleshooting Your SoundPoint IP / SoundStation IP Phones

This chapter provides you with some tools and techniques for troubleshooting SoundPoint IP / SoundStation IP phones and installations. The phone can provide feedback in the form of on-screen error messages, status indicators, and log files for troubleshooting issues.

This chapter includes information on:

•BootROM Error Messages

•Application Error Messages

•Status Menu

•Log Files

This chapter also presents phone issues, likely causes, and corrective actions.

Issues are grouped as follows:

•Power and Startup

•Controls

•Access to Screens and Systems

•Calling

•Displays

•Audio

•Upgrading

Review the latest Release Notes for the SIP application for known problems and possible workarounds. For the latest Release Notes and the latest version of this Administrator’s Guide, go to Polycom Technical Support at http://www.polycom.com/support/voice/.

If your problems is not listed in this chapter nor described in the latest Release Notes, contact your Certified Polycom Reseller for support.

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Polycom SIP 2.2.0 manual Troubleshooting Your SoundPoint IP / SoundStation IP Phones

Contents

SIP Copyright Notice Disclaimer About This Guide Administrator’s Guide SoundPoint IP / SoundStation IP Contents Administrator’s Guide SoundPoint IP / SoundStation IP Troubleshooting Your SoundPoint IP / SoundStation IP Phones Viii Contents Administrator’s Guide SoundPoint IP / SoundStation IP SoundPoint IP Desktop Phones IP 320/330 IP 600/601SoundStation IP Conference Phone SoundPoint IP Desktop Phones Introducing the SoundPoint IP / SoundStation IP Family SoundPoint IP 600/601 SoundStation IP Conference Phone Currently supported conference phone is SoundStation IP Key Features of Your SoundPoint IP / SoundStation IP Phones Administrator’s Guide SoundPoint IP / SoundStation IP Overview SoundPoint IP / SoundStation IP Phones on Where SoundPoint IP / SoundStation IP Phones Fit Session Initiation Protocol Application Architecture BootROM Application Master Configuration Files Application Configuration Files Configuration Application Configuration Files Resource Files Ring tones Synthesized tones Contact directories Available Features Overview Microsoft Live Communications Server Overview IP Type-of-Service-Allows for the setting of TOS settings Configured in your network Setting up Your System Dhcp or Manual TCP/IP Setup Setting Up the Network For more information on Dhcp options, go to FTP Tftp Http Https Supported Provisioning Protocols Modifying the Network Configuration Certificate Authority List on page C-1Main Menu Dhcp Menu Server Menu Ethernet Menu Syslog Menu Phone IP Address EM PowerName Possible Values Description Dhcp Client Dhcp Menu Possible Name Values Description Menu Menu Name Possible Values DescriptionOr later. Passive FTP is still supported This will be ignored Password these characters if they are correctly escapedUsing the method specified in RFC Password, this will be ignored CDP Ethernet menu TLS=3 Setting Up the Boot Server These permissions, but will not be able to upload files Information, contact your Certified Polycom ResellerCreate account and home directory Each phone may open multiple connections to the server You must decide on a boot server security policy Deploying Phones From the Boot Server SIP/ on page A-10 Configuration on page A-4 PhoneMACaddress.cfg Supporting SoundPoint IP and SoundStation IP Phones Upgrading SIP Application Supporting SoundPoint IP 300 and 500 Phones To upgrade your SIP application Cfg file can be used for all phones in a deployment Setting Up Basic Features Configuring SoundPoint IP / SoundStation IP Phones LocallyThis chapter also provides instructions on Administrator’s Guide SoundPoint IP / SoundStation IP Call Timer Call LogCall Waiting Called Party Identification Calling Party IdentificationMissed Call Notification Customizable Audio Sound Effects Context Sensitive Volume ControlCentral boot server Connected Party Identification Message Waiting Indication Distinctive Incoming Call TreatmentMessages and voice messages are waiting Xml Local Distinctive RingingDistinctive Call Waiting Address-directory Do Not Disturb Local Contact Directory Handset, Headset, and Speakerphone Xml Boot server Address-directoryDirect Ory.xml UTF-8’s variable length encoding LnSmith/ln FnBill/fn Ct1003/ct Sd3/sd Rt3/rt Ad0/adDirectory Element Permitted Values Interpretation Auto-reject Local Digit Map Time and Date Display Microphone MuteSoft Key Activated User Interface Speed Dial Idle Display Animation IP330/, IP400/, IP500/, IP600/, IP4000/ on Ethernet Switch Call Hold Automatic Off-Hook Call Placement Local / Centralized Conferencing Call Transfer Call Forward Directed Call Pick-Up Last Call Return Setting Up Advanced FeaturesGroup Call Pick-Up Call Park/Retrieve Configurable Feature Keys Multiple Line Keys per Registration Feature Key Layouts on page C-10 Shared Call Appearances Multiple Call Appearances Bridged Line Appearance Busy Lamp Field Refer to Bridged Line Appearance Signaling on page B-10 Attendant.uri Customizable Fonts and IndicatorsCentral boot Instant Messaging Multilingual User Interface SoundStation IP 4000’s higher resolution display Downloadable Fonts Synthesized Call Progress TonesMicrobrowser Real-Time Transport Protocol Ports Voice Mail Integration Network Address Translation Multiple Registrations Server server/ on page A-7 Feature depends on support from a SIP server Automatic Call DistributionDepends on support from a SIP server Server Redundancy For Outgoing Calls Invite Fallback Reg.1.server.1.address=voipserver.serviceprovider.com Phone Configuration Phone Operation for Registration Presence Masking, the automatic behavior Microsoft Live Communications Server 2005 Integration Configuration File Example Refer to Roaming Privacy roamingprivacy/ on page A-99 Refer to Roaming Buddies roamingbuddies/ on page A-99 Set reg.x.auth.password to the LCS password Set the reg.x.server.y.address to the LCS server nameLocate the roamingprivacy attribute Setting Up Audio Features Low-Delay Audio Packet TransmissionJitter Buffer and Packet Error Concealment Voice Activity Detection Dtmf Tone GenerationNegative audio consequences Dtmf Event RTP Payload Acoustic Echo Cancellation Audio Codecs Following table summarizes the phone’s audio codec supportEffective Automatic Gain Control IP Type-of-ServiceBackground Noise Suppression Comfort Noise Fill Ieee 802.1p/Q Setting Up Security Features Local User and Administrator Privilege Levels Configuration changes can performed locallyCustom Certificates Incoming Signaling Validation Configuration File EncryptionDevice.cfg Passwords Configuring SoundPoint IP / SoundStation IP Phones Locally Troubleshooting Your SoundPoint IP / SoundStation IP Phones BootROM Error Messages Error Messages Application Error Messages Log Files Status Menu Application Logging Options Scheduled Logging Following figure shows a portion of a boot log file Reading a Boot Log Following figure shows a portion of an application log file Reading an Application Log Symptom Problem Corrective Action Power and Startup Controls Access to Screens and Systems Calling Phone on page C-9 Displays Upgrading Audio Configuration Files Master Configuration Files One will cause a reboot loop CONFIGFILES=phone1MACADDRESS.cfg, sip.cfg MISCFILES= Application Configuration Configuration Files This attribute includes This configuration attribute is defined as followsProtocol volpProt Microbrowser mb USB Port usb If voIpProt.server.x.address is an IP If voIpProt.server.x.address is aVoIpProt.server.x.transport is set to If voIpProt.server.x.transport is set to VoIpProt.server.x.address is an IP VoIpProt.SIP.lcs To 1 default is Parameter if set to 1 when the parameter Permitted Attribute Values Default Interpretation Reg.x.auth.optimizedInFailover takes This attribute also includes Outbound Proxy outboundProxy May have a negative performance impact Due to the additional signaling requiredAlert Information alertInfo Request Validation requestValidation Conference Setup conference Attribute Permitted Default Interpretation ValuesSpecial Events specialEvent Dial Plan dialplan Dialplan.applyToCallListDialConsidered a dial from directory Digit Map digitmap Routing routing This attributes also includes Server server Emergency emergency Attribute Permitted Values Default Interpretation Multilingual ml Date and Time datetime Localization lclServer server Emergency emergency Lcl.ml.lang.menu.3 Attribute Permitted Values InterpretationLcl.ml.lang.menu.1 Lcl.ml.lang.menu.2 Lcl.datetime.date.dateTop Lcl.datetime.date.longFormat +FF00 U+FFFF Permitted Attribute Values Interpretation User Preferences up OnIntensity value Tones tonesDual Tone Multi-Frequency Dtmf Chord-Sets chord OnIntensity, it will be replaced with Disabled Only be enabled when tone.dtmf.viaRtp is Be enabled when tone.dtmf.viaRtp is Ringer, or misc Sampled Audio for Sound Effects saf Tftp//host/pathnamefilename, for example Sound Effects seFollowing table, x is the sampled audio file number Wave file format Instruction Meaning Example Patterns pat Ring type rt Miscellaneous Patterns Call Progress PatternsCall progress Use within phone Pattern number Ringer pattern number Default description Ringer PatternsCall progress Pattern number Use within phone Miscellaneous Pattern number Use within phone Miscellaneous Patterns Patterns on page A-31 Sequential Following voice codecs are supported Voice Settings voice These codecs include Codec Preferences codecPref Codec Profiles audioProfileCodec Preferences codecPref Codec Profiles audioProfile Attribute Default Attribute Default Attribute Default Acoustic Echo Cancellation aec Acoustic Echo Suppression aes Background Noise Suppression ns Feature Attribute Default Transmit Equalization txEq Attribute Default Ethernet Ieee 802.1p/Q ethernet IP TOS IP Quality of Service QOSFollowing settings control the 802.1p/Q userpriority field If voice.vadEnable is set to 0, add attribute line RTP rtp Call Control callControl These parameters apply to RTP packetsCall Control callControl Other other RTP rtp Qos.ip.callControl… Basic TCP/IP Tcpip Attribute Permitted Default Values Permitted Attribute Values Default Interpretation Stop.dayOfWeek If fixedDayEnable is set toStart.dayOfWeek Start.date is ignored TcpIpApp.port.rtp.filterByIp Must be enabled for this to workWeb Server httpd RTP rtp Configuration cfg Call Handling Configuration call Case the phone may select a different available Take precedence over this feature if enabled. ForMore information, refer to No Answer Reg.x.callsPerLineKey. Refer to Registration If call.stickyAutoLineSeize is set to 1, this Shared Calls shared Hold, Local Reminder hold/localReminder Whereas pressing and holding down the line Directory dirIP 4000 phone. For other phones a quick press Release of the line key will resume a call Replaced by 2X the value Platform, this value is internally Fonts font Presence pres SoundPoint IP 550, 600, 601, SoundPoint IP 320, 330, 430, 500 IP330 font IP330 Keys key This configuration attribute is defined as follows Functions Following table lists the functions that are available Indicators ind Following indicators are used by the phoneBitmaps bitmap Platform IP300/, IP 330/, IP400 Attribute Permitted Interpretation Values Following table, x is the LED number LEDs led Level Interpretation Event Logging log Three formats are available for the event timestamp Two types of logging are supportedType Example You do not change this value Log.render.level maps to Been logged since the last upload Support append mode unlessServer is set up for this Uploaded if no new events have Security sec Encryption encryption Password Lengths pwd/length License license InFreeSpace is internally Provisioning provYou do not change these Platform Value Delay delayRAM Disk ramdisk Request request Feature feature Finder finder Quotas quotas Resource res Internally replaced by 2X the value Microbrowser mb Successful, the value in the Http refresh Will be respected, even if this parameter is set toRefresh parameter will be respected only Event that a refresh fails. Once a refresh is Detrimental effect on performance of the phone Function is selected Bulk Drive bulkDrive Per-Phone ConfigurationThese settings control the bulk drive or memory stick USB Port usb Registration reg A-7 Is non-Null, all of the reg.x.server.y.xxxParameters will override the parameters Specified in sip.cfg in Server server/ on Refer to Call Handling Configuration call IP 300 and 500 phones Calls call If reg.x.serverFeatureControl.cf is not Do Not Disturb donotdisturb If call.missedCallTracking.x.enabled is Forwarding is enabled, this Parameter is enabledDiversion divert Divert.x.contact will be Calls can be automatically diverted when the phone is busy Enabled, this parameter is Server-base call forwarding isDialplan.x.digitmap is not Dialplan.x.applyToUserDial When present, and if Digit Map digitmap/ on Messaging msg Message Waiting Indicator mwi Network Address Translation nat Attendant attendant VoIpProt.local.signalPort in sip.cfg Communications Server Roaming Buddies roamingbuddiesRoaming Privacy roamingprivacy Value 0 if the call server is Microsoft Live Flash Parameter Configuration Enabled This flash attributes are defined as followsFor example, if device.net.ipAddress.set = Server address is preserved Refer to Basic Logging level/change/ Session Initiation Protocol SIP RFC and Internet Draft Support Request Support Following SIP request messages are supportedMethod Supported Header Support Following SIP request headers are supportedHeader Supported Header Supported Response Support Following SIP responses are supportedResponse Supported 3xx Responses Redirection 5xx Responses Server Failure Third Party Call Control Hold ImplementationReliability of Provisional Responses Transfer Bridged Line Appearance Signaling Shared Call Appearance Signaling Trusted Certificate Authority List Miscellaneous Administrative Tasks Administrator’s Guide SoundPoint IP / SoundStation IP Encrypting Configuration Files Changed at regular intervals to enhance security Boot server management easierIt can decrypt the files that were encrypted on the server. Chaining CBC mode. An example key would look like this Changing the Key on the Phone Adding a Background Logo Model Width Height Color Depth RGB ValuesColor RGB Values Decimal Hexadecimal BootROM/SIP Application Dependencies Migration Dependencies Model BootROM SIP Application Multiple Key Combinations SoundPoint IP Default Feature Key Layouts SoundPoint IP SoundPoint IP 550/600/601/650 SoundStation IPKey IP 550 330 601 Function IP 550 Key 330 601 Function Assigning a Vlan ID Using Dhcp VLAN-A=10 VLAN-A=0x0a VLAN-A=012 Parsing Vendor ID Information End of sub-options Administrator’s Guide SoundPoint IP / SoundStation IP Third Party Software Administrator’s Guide SoundPoint IP / SoundStation IP Zlib Copyright and Permission Notice Third Party Software Administrator’s Guide SoundPoint IP / SoundStation IP Index Secondary server 3-3DHCP Inform Dhcp IP TOS A-48 Administrator’s Guide SoundPoint IP / SoundStation IP SIP Administrator’s Guide SoundPoint IP / SoundStation IP