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Polycom SIP 3.0.2 manual Troubleshooting Your SoundPoint IP / SoundStation IP Phones

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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 3.0.2 manual Troubleshooting Your SoundPoint IP / SoundStation IP Phones

Contents

SIP Copyright Notice DisclaimerAbout 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 550/560 IP 600/601SoundStation IP Conference Phone SoundPoint IP Desktop Phones SoundPoint IP SoundPoint IP 550/560 SoundPoint IP 600/601 SoundStation IP Conference PhoneCurrently supported conference phone is SoundStation IP Key Features of Your SoundPoint IP / SoundStation IP PhonesSoundPoint IP 600 Overview SoundPoint IP / SoundStation IP Phones on Where SoundPoint IP / SoundStation IP Phones FitSession Initiation Protocol Application Architecture BootROMApplication Master Configuration Files Application Configuration Files ConfigurationApplication Configuration Files Resource Files Ring tones Synthesized tones Contact directories Available FeaturesOverview Microsoft Live Communications Server Overview Administrator’s Guide SoundPoint IP / SoundStation IP Configured in your network Setting up Your SystemDhcp or Manual TCP/IP Setup Setting Up the NetworkFor more information on Dhcp options, go to FTP Tftp Http Https Supported Provisioning ProtocolsModifying the Network Configuration Certificate Authority List on page C-1Main Menu Dhcp Menu Server Menu Ethernet Menu Syslog Menu Name Possible Values Description Dhcp Client EM PowerDhcp Menu Phone IP AddressPossible Name Values Description MenuMenu Or later. Passive FTP is still supported Name Possible Values DescriptionUsing the method specified in RFC Password these characters if they are correctly escapedPassword, this will be ignored This will be ignoredCDP Ethernet menuTLS=3 Setting Up the Boot ServerCreate account and home directory Information, contact your Certified Polycom ResellerEach phone may open multiple connections to the server MAC-address.cfgRead-only These permissions, but will not be able to upload filesMaintain the same folder hierarchy Distribution zip file containsTo deploy phones from the boot server Deploying Phones From the Boot ServerConfiguration on page A-4 SIP/ on page A-10PhoneMACaddress.cfg Upgrading SIP Application Configuration files used by the boot server are loggedPermitted You can now instruct your users to start making callsSupporting SoundPoint IP and SoundStation IP Phones APPFILEPATH=sip.ld Supporting SoundPoint IP 300 and 500 PhonesPhone1212.cfg, sip212.cfg Earlier releases from the boot serverSetting 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 Central boot server Context Sensitive Volume ControlConnected Party Identification Customizable Audio Sound EffectsDistinctive Incoming Call Treatment Message Waiting IndicationDistinctive Call Waiting Distinctive RingingAddress-directory Xml LocalDo Not Disturb Local Contact Directory Handset, Headset, and SpeakerphoneDirect Ory.xmlXml LnSmith/ln FnBill/fn Ct1003/ct Sd3/sd Rt3/rt Ad0/ad LnDoe/ln FnJohn/fn Ct1001/ct Sd1/sd Rt1/rt Ad0/adDirectory Element Permitted Values InterpretationAuto-reject Local Digit MapMicrophone Mute Soft Key Activated User InterfaceSpeed Dial Time and Date Display Boot server EthernetIdle Display Animation Ethernet SwitchWhich background appear on their phone Graphic Display BackgroundsAutomatic Off-Hook Call Placement Call HoldBg.gf.gray.3.name=polycom.bmp Call Transfer Manage Conferences Local / Centralized ConferencingCall Forward Group Call Pick-Up Directed Call Pick-UpSetting Up Advanced Features Call Park/RetrieveLast Call Return Configurable Feature Keys Multiple Line Keys per Registration Feature Key Layouts on page C-10Shared Call Appearances Multiple Call AppearancesBridged Line Appearance Busy Lamp Field Refer to Bridged Line Appearance Signaling on page B-10Central boot Customizable Fonts and IndicatorsInstant Messaging Attendant.uriMultilingual User Interface Downloadable Fonts Synthesized Call Progress TonesMicrobrowser Real-Time Transport Protocol Ports Corporate Directory Network Address TranslationPersistency This section contains the following informationCorporate Directory Ldap Attributes Recording and Playback of Audio Calls Voice Mail Integration IP 4000 supports a single registration Multiple RegistrationsAutomatic Call Distribution Depends on support from a SIP server Server RedundancyFor Outgoing Calls Invite Fallback Reg.1.server.1.address=voipserver.serviceprovider.com Phone ConfigurationPhone Operation for Registration Presence Boot server Address-directoryMicrosoft Live Communications Server 2005 Integration Masking, the automatic behaviorConfiguration File Examples Refer to Roaming Privacy roamingprivacy/ on page A-104 Refer to Roaming Buddies roamingbuddies/ on page A-104Save the modified phone1.cfg configuration file Set reg.x.auth.password to the LCS passwordSet the reg.x.server.y.address to the LCS server name Low-Delay Audio Packet Transmission Setting Up Audio FeaturesVoice Activity Detection Jitter Buffer and Packet Error ConcealmentAcoustic Echo Cancellation Dtmf Tone GenerationDtmf Event RTP Payload Audio Codecs Following table summarizes the phone’s audio codec supportEffective Background Noise Suppression IP Type-of-ServiceComfort Noise Fill Automatic Gain ControlIeee 802.1p/Q Voice Quality Monitoring600, 601, and 650 and the SoundStation IP Local User and Administrator Privilege Levels Setting Up Security FeaturesIncoming Signaling Validation Configuration changes can performed locallyCustom Certificates Configuring SoundPoint IP / SoundStation IP Phones Locally Configuration File EncryptionDevice.cfg Passwords Troubleshooting Your SoundPoint IP / SoundStation IP Phones BootROM Error Messages Error MessagesApplication Error Messages Log Files Status MenuApplication Logging Options Scheduled Logging Following figure shows a portion of a boot log file Reading a Boot LogFollowing figure shows a portion of an application log file Reading an Application LogSymptom Problem Corrective Action Power and StartupControls Access to Screens and Systems Calling Phone on page C-9 DisplaysUpgrading AudioConfiguration Files Master Configuration Files Configuration Files CONFIGFILES=phone1MACADDRESS.cfg, sip.cfg MISCFILES= Application ConfigurationConfiguration Files Protocol volpProt This configuration attribute is defined as followsResource res Microbrowser mb This attribute includesVoIpProt.server.x.transport is set to If voIpProt.server.x.address is aIf voIpProt.server.x.transport is set to If voIpProt.server.x.address is an IPVoIpProt.server.x.address is an IP VoIpProt.SIP.lcs To 1 default is Parameter if set to 1 when the parameterPermitted Attribute Values Default Interpretation Reg.x.auth.optimizedInFailover takes This attribute also includesOutbound Proxy outboundProxy Alert Information alertInfo Due to the additional signaling requiredRequest Validation requestValidation May have a negative performance impactConference 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 includesServer server Emergency emergency Attribute Permitted Values Default InterpretationServer server Localization lclEmergency emergency Multilingual ml Date and Time datetimeLcl.ml.lang.menu.1 Attribute Permitted Values InterpretationLcl.ml.lang.menu.2 Lcl.ml.lang.menu.3Lcl.datetime.date.dateTop Lcl.datetime.date.longFormat+FF00 U+FFFF Permitted Attribute Values Interpretation User Preferences upDual Tone Multi-Frequency Dtmf Chord-Sets chord Tones tonesOnIntensity, it will be replaced with OnIntensity valueDisabled Only be enabled when tone.dtmf.viaRtp isBe enabled when tone.dtmf.viaRtp is Ringer, or misc Sampled Audio for Sound Effects safFollowing table, x is the sampled audio file number Sound Effects seWave file format Tftp//host/pathnamefilename, for exampleInstruction Meaning Example Patterns pat Ring type rtMiscellaneous 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 PatternsPatterns on page A-31 SequentialVoice Settings voice These codecs include Following voice codecs are supportedCodec Preferences codecPref Codec Profiles audioProfile Codec Preferences codecPrefCodec 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 Voice Activity Detection vad Central Report Collector collector If voice.vadEnable is set to 0, add attribute lineWhen Alert Reports alertNable.periodic is set 1, since Periodic reports are sent throughoutRTCP-XR rtcpxr Ethernet Ieee 802.1p/Q ethernet IP TOS IP Quality of Service QOSRTP RTP Call Control callControl Other other Call Control callControlRTP rtp RTP rtp Call Control callControlQos.ip.callControl… Basic TCP/IP TcpipAttribute Permitted Default Values Permitted Attribute Values Default Interpretation Start.dayOfWeek If fixedDayEnable is set toStart.date is ignored Stop.dayOfWeekRTP rtp Must be enabled for this to workTcpIpApp.port.rtp.filterByIp TcpIpApp.port.rtp.filterByPortDefault value is used Web Server httpdValue that is out of range, Configuration cfg Call Handling Configuration callIf call.stickyAutoLineSeize is set to 1, this Reg.x.callsPerLineKey. Refer to RegistrationShared Calls shared Hold, Local Reminder hold/localReminder SoundPoint IP 330/320 onlyServers Local Directory local Corporate Directory corp Directory dirReplaced by 2X the value Platform, this value is internallyCorporate Directory corp Used for display purposes only Dir.corp.viewPersistence Presence presFonts font SoundPoint IP 320, 330, 430, 500SoundPoint IP 550, 600, 601, IP330 font IP330 IP400 font IP400 Keys key Backgrounds bg Following table lists the functions that are availableFunctions 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 ledLevel Interpretation Event Logging logThree formats are available for the event timestamp Two types of logging are supportedType Example You do not change this value Log.render.level maps toServer is set up for this Support append mode unlessUploaded if no new events have Been logged since the last uploadSecurity sec Encryption encryption Password Lengths pwd/lengthLicense license RAM Disk ramdisk Provisioning provYou do not change these PlatformDelay delay Request requestValue Feature feature Finder finder Quotas quotas Resource resInternally replaced by 2X the value Is internally replaced by 2X the valueMicrobrowser mb Miscellaneous XML errors can occur onSoundPoint IP 430, 501, 550, 560, 600 650 and SoundStation IP 4000 phonesFunction is selected If mb.main.idleTimeoutDetrimental effect on performance of the phone Per-Phone Configuration Registration regParameters include Permitted Attribute Values Default Interpretation Parameters will override the parameters Is non-Null, all of the reg.x.server.y.xxxSpecified in sip.cfg in Server server/ on A-7Refer to Call Handling Configuration call Calls call If reg.x.serverFeatureControl.cf is notDo 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 busyEnabled, 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 mwiNetwork Address Translation nat Attendant attendant VoIpProt.local.signalPort in sip.cfgRoaming Privacy roamingprivacy Roaming Buddies roamingbuddiesValue 0 if the call server is Microsoft Live Communications ServerUser Preferences userpreferences Flash Parameter ConfigurationEnabled This flash attributes are defined as followsFor example, if device.net.ipAddress.set = Name Possible Values Description 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 Reliability of Provisional Responses Hold ImplementationTransfer Third Party Call ControlBridged Line Appearance Signaling Shared Call Appearance SignalingTrusted Certificate Authority List Miscellaneous Administrative TasksAdministrator’s Guide SoundPoint IP / SoundStation IP Encrypting Configuration Files Administrator’s Guide SoundPoint IP / SoundStation IP Changing the Key on the Phone Adding a Background LogoModel Width Height Color Depth RGB ValuesColor RGB Values Decimal Hexadecimal BootROM/SIP Application Dependencies Migration Dependencies Model BootROM SIP ApplicationMultiple Key Combinations IP 4000 Menu, Exit, Off-hook/Hands-free, Redial Default Feature Key LayoutsSoundStation IP 4000 models SoundPoint IPSoundPoint IP 320/330 SoundPoint IP OPER0 14 # 12 11OPER Key ID SoundPoint IP 550/560/600/601/650 SoundStation IP VLAN-A=10 VLAN-A=0x0a VLAN-A=012 Assigning a Vlan ID Using DhcpParsing Vendor ID Information 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 Numerics IndexAdministrator’s Guide SoundPoint IP / SoundStation IP Dhcp Administrator’s Guide SoundPoint IP / SoundStation IP SIP Administrator’s Guide SoundPoint IP / SoundStation IP Addendum to SIP 3.0 Administrator’s Guide No feature keys on the SoundStation IP 7000 can be remapped New or Changed FeaturesDistribution Zip File Managing ConferencesSIREN22 Single RegistrationDaisy-Chaining Phones Treble/Bass ControlsProvisioning Phones Over CLink Configuration File ChangesThese configuration attributes are defined as follows This new configuration attribute is defined as followsThese new codecs include Voice Coding Algorithms codecsCodec Preferences codecPref Codec Profiles audioProfile Receive Equalization rxEq Gains gainTransmit Equalization txEq These new configuration attributes are defined as followsMultiple Key Combinations and Default Key Layout Key ID Administrator’s Guide Addendum for the SoundStation IP Addendum to SIP 3.0 Administrator’s Guide No feature keys on the SoundStation IP 6000 can be remapped Two-way audio would take over 100kbps Codec Preferences codecPref Codecs includeGains gain Multiple Key Combinations and Default Key Layout Key ID Function Administrator’s Guide Addendum for the SoundStation IP