AudioCodes 400HD Series User'S And Administrator'S Manual Download Page 113

Page: 113 / 130

CHAPTER 7 Troubleshooting

C448HD C450HD | Users & Administrator's Manual

In the 'Android Phone Address' field, enter the IP address of the device (get it by pressing
the MENU hard key >

About phone

Status

IP Address

Click

SSH Connect

; a connection with the device is established.

Next to the field 'PC folder', click the

Browse

button and navigate to and select the folder

to which to send data to use for debugging.

- 106 -

Summary of Contents for 400HD Series

Page 1: ...User s and Administrator s Manual AudioCodes 400HD IP Phone Series C448HD C450HD IP Phones Microsoft Teams Application Version 1 17...

Page 2: ...al recycling authority for disposal of this product Customer Support Customer technical support and services are provided by AudioCodes or by an authorized AudioCodes Service Partner For more informat...

Page 3: ...Notice C448HD C450HD Users Administrator s Manual Document Name Device Manager Deployment Guide https docs microsoft com en us MicrosoftTeams phones for teams iii...

Page 4: ...ystem 8 Keystore 8 Device Certificate 8 Data Protection 9 Debugging Interface 9 SSH Access Reduced File System Privileges 9 Android Security Updates 9 Upgrading from Android 7 to Android 9 security pa...

Page 5: ...een 59 Accessing Voicemail 60 Using Audio Devices 60 Transferring Calls and Meetings across Devices 61 Signing Out 61 5 Performing Teams Call Operations 63 Making a Call 63 Redialing 64 Dialing a Miss...

Page 6: ...Environments 97 Updating Microsoft Teams Devices Remotely 98 Applying Firmware to a Phone from a USB Disk 98 Managing Phones with the Device Manager 98 Configuring a Periodic Provisioning Cycle 99 Con...

Page 7: ...Content C448HD C450HD Users Administrator s Manual Capturing Traffic Using rpcapd 120 Port Mirroring Network Monitoring 121 vii...

Page 8: ...D phone features two The C448HD phone does not feature an option to add the Expansion Module the C450HD phone features this option The phones can be managed by the Microsoft Teams Skype for Business A...

Page 9: ...alendar Access and Meeting Details Presence Integration Exchange Calendar Integration Contact Picture Integration Corporate Directory Access Meetings roadmap feature One click Join for Meetings Join S...

Page 10: ...SB port default port but can be configured to host port To configure device host port setup_usbport2_mode sh host from device to host setup_usbport2_mode sh device from host to device It can alternati...

Page 11: ...LUME control key HEADSET including LED SPEAKER including LED BACK CONTACTS Allowing URLs Ports Security This section shows network administrators which URLs Ports to allow when deploying Teams phones...

Page 12: ...eir default use When analyzing device security two levels must be addressed Authentication and security with respect to Teams connectivity and use Android level system of the device AudioCodes recomme...

Page 13: ...File System on page 8 See Keystore on page 8 See Device Certificate on page 8 See Data Protection on page 9 See Debugging Interface on page 9 See SSH Access Reduced File System See Android Security U...

Page 14: ...private key This prevents users from replacing the complete over the air OTA package of the device with any new system software unless the software is fully signed by AudioCodes Android Debug Bridge...

Page 15: ...has been established between the device and the Device Manager the user can replace the Root CA on the Device Manager and on the phone and re establish the connection leveraging any Private Root CA S...

Page 16: ...om the default via the Teams Admin Center or AudioCodes Device Manager OVOC When a device or multiple devices needs to be debugged users can enable SSH on it them access SSH with the new Admin passwor...

Page 17: ...from version 1 8 1 10 must take these steps Upgrade to 1 14 Since direct upgrade to 1 17 is not possible the customer must first upgrade to 1 14 and then to 1 17 Customers with 1 8 1 10 cannot use the...

Page 18: ...NBQ0wx DzANBgNVBAMTBlJvb3RDQTAeFw0wMDAxMDEwMDAwMDBaFw0zMDAxMD EwMDAwMDBa MB8xDDAKBgNVBAoTA0FDTDEPMA0GA1UEAxMGUm9vdENBMIIBIjANBgkqh kiG9w0B AQEFAAOCAQ8AMIIBCgKCAQEA6GK495KUCXAm UE17G4 cjnZN4LNaxYEYz bf...

Page 19: ...ZGReB zBHB gNVHSME QDA gBQDXySn9hz15lDraZ iXddZGReB 6EjpCEwHzEMMAoGA1UEChMDQU NMMQ8w DQYDVQQDEwZSb290Q0GCAQEwDQYJKoZIhvcNAQELBQADggEBAI0rUywo mmWWJnH3 JOfKiS3 VnX5hJITZymvWanMXUz 6FonHccPXEBYTrUYwhiWx...

Page 20: ...the phone Unpacking When unpacking make sure the items listed in the phone s Quick Guide are present and undamaged If anything appears to be missing or broken contact the distributor from whom you pu...

Page 21: ...tify and familiarize yourself with the device s hardware functions Front View The front view of the phone is shown in the figure and described in the table Figure 2 1 Front View Table 2 1 Font View De...

Page 22: ...messages 5 CONTACTS Accesses the People screen 6 MENU Accesses the Settings screen 7 REDIAL Accesses a list of recently dialed numbers one can be selected to redial 8 Kensington lock Allows locking th...

Page 23: ...nnect the handset 2 RJ 45 port to connect to the Ethernet LAN cable for the LAN connection uplink 10 100 1000 Mbps If you re using Power over Ethernet PoE power to the phone is supplied from the Ether...

Page 24: ...phone The principle is the same across all AudioCodes IP phones Desktop Mounting The following instructions show how to mount the phone on a flat surface like a desk To mount the phone on a flat surf...

Page 25: ...tand onto the phone base s inner notches 2 Connect the AC power adapter LAN and PC laptop cords 3 In the wall drill two horizontal holes at a distance of 4 7 8 inches 123 8 mm from one another in line...

Page 26: ...ens on devices in common use areas such as conference rooms and lobbies To clean a device s screen 1 Disconnect all cables 2 Spray onto a clean dry microfiber duster a medicinal isopropyl alcohol and...

Page 27: ...and then configure device settings to suit specific requirements It will be necessary to repeat this only if the phone is restored to default settings Configuring Device Settings The section familiari...

Page 28: ...lowing as reference To view settings related to the network administrator scroll down and open Device administration Table 3 1 Device Settings Setting Description User Display Opens the Display screen...

Page 29: ...istrator s Manual Setting Description Font size Sound Allows you to customize phone volume for a friendlier user experience Ring volume at n Date time Date and time are automatically retrieved from th...

Page 30: ...an Access Point via Wi Fi See the phone s Quick Guide for detailed information on setting up Wi Fi See also Configuring Wi Fi on page 34 in this document for information about configuring the feature...

Page 31: ...me The device consumes minimal energy after the user leaves the office Debugging Enables users to reboot the device Log in as Administrator for more debugging settings to be available Security Helps s...

Page 32: ...lock code Make passwords available Touch screen Allows users to disable the phone s touch screen Languages input Allows users to customize inputting to suit personal requirements About Android 7 1 2 E...

Page 33: ...options It is password protected Default password 1234 or 1111 in early versions After logging in as an Administrator the user can log out change password Select Login and then in the Login screen tha...

Page 34: ...hen the network administrator needs to enter an IP address to debug or when they need to enter their PIN lock for the security tab After logging in scroll down in the Settings screen to the section De...

Page 35: ...s VLAN Settings Allows you to configure the VLAN mode Manual CDP only or LLDP only Proxy The phone can be configured with an HTTP Proxy server by an Admin user in two ways Manually The Admin user can...

Page 36: ...to use to configure its proxy settings The proxy setting is provided in a Proxy Auto Configuration PAC file that contains a set of rules coded in JavaScript which allows a web browser to determine whe...

Page 37: ...s the IEEE Standard for Port based Network Access Control PNAC See https 1 ieee802 org security 802 1x for more information To configure an 802 1X Authentication method 1 From the Modify Network scree...

Page 38: ...EAP method Identity Password VLAN Settings Select the menu option VLAN Settings Select VLAN Discovery mode Cisco Discovery Protocol CDP is a Cisco proprietary Data Link Layer protocol Link Layer Disc...

Page 39: ...the intervals between the CDP LLDP packets that are sent based on network traffic and topology Region preference Select the menu option Region preference This option allows you to define the country i...

Page 40: ...ebugging for troubleshooting purposes Available after logging in as Admin Log settings Remote Logging see under Remote Logging Syslog on page 110 for more information Diagnostic Data see under Getting...

Page 41: ...ters for the phone The parameters are concealed from the user s view Additionally network administrators can configure Wi Fi settings via the Configuration File The Wi Fi settings application on the d...

Page 42: ...onnect Configure this parameter to reconnect this SSID automatically 1 default enable 0 disable network wifi 0 15 identity Saves the identity for some authentication methods that need it e g WPAPERSON...

Page 43: ...fter the restore the phone automatically reboots and goes through the Wizard and sign in process 2 Select OK the sign in screen is displayed see Signing In on page 39 for more information To restore t...

Page 44: ...ion the phone can be locked and unlocked The feature includes Unlock see Unlock below Automatic lock Automatic Lock below Automatic Lock Users can lock their phones as a security precaution Configure...

Page 45: ...CHAPTER 3 Starting up C448HD C450HD Users Administrator s Manual 2 View the digits displayed as you type 3 When the phone detects the unlock code it unlocks 38...

Page 46: ...roviding NTP for the network time android com NTP server option for Android phones time windows com The phones default NTP server is sometimes not configured in DHCP Option 42 If not the phones will a...

Page 47: ...e internet connectivity check fails a No Internet Access warning pops up on the phone screen Figure 4 1 Internet Connectivity Check No Internet Access This can point to a problem that is preventing th...

Page 48: ...pplication C448HD C450HD Users Administrator s Manual 3 Enter the code and then click Next 4 Click the account 5 Enter your password it s the same password as the Windows password on your PC and then...

Page 49: ...ops up Enter one of them and then choose Sign in The home screen opens If you opt to Sign in from another device complete authentication from your PC or smart phone This is recommended if you re using...

Page 50: ...anges to network attributes including chassis ID and port ID Multi Cloud Sign in For authentication into specialized clouds users can choose the Settings gear icon on the sign in page to see the optio...

Page 51: ...entify where to install the devices 4 Select Apply when finished Upload a file to add a device MAC address 1 From the Awaiting Activation tab select Upload MAC IDs 2 Download the file template 3 Enter...

Page 52: ...k Step 3 Provisioning on the device Once the device is powered up and connected to the network the technician provisions the device by choosing the Settings gear on the top right of the new Sign in pa...

Page 53: ...ears in the Awaiting sign in tab Initiate the remote sign in process by selecting the individual device 1 Select a device from the Awaiting sign in tab 2 Follow the instructions in Sign in a user and...

Page 54: ...4 Teams Application C448HD C450HD Users Administrator s Manual When the tenant admin is signing in from Teams Admin Center the user interface on the device is blocked to prevent other actions on the p...

Page 55: ...quainted with the Phone Screen The following gets you acquainted with the phone s user interface The figure below shows the phone s home screen aka the phone s idle screen The following figure shows t...

Page 56: ...ontact groups to organize your contacts The screen provides a simple user experience and aligns with the contacts on the Teams desktop client If a contact has multiple numbers the phone screen allows...

Page 57: ...in the preceding figures Listen to the audio tutorial that begins playing The tutorial explains how to interact with the device After TalkBack is switched on operations are performed by touching to s...

Page 58: ...star icon audio informs you that you can add to Favorites double touch to activate it Opting in or out of Call Queues Call queue agents can opt out of call queues or opt in based on settings available...

Page 59: ...Hot Desking The hot desk feature allows a user to sign in to a phone that is already signed in to by another user without signing out the original user to whom the phone was assigned for primary use A...

Page 60: ...you want people to contact you or not By default your status is based on your Microsoft Teams server After n minutes configured in the Teams server by your administrator presence status automatically...

Page 61: ...sturbed Stops the phone from ringing when others call you If DnD is activated callers hear a tone indicating that your phone is busy the call is blocked and your phone s screen indicates Missed Calls...

Page 62: ...p as prompted To enable voicemail from the TAC 1 Under Teams Devices in the Microsoft Teams admin center select Phones 2 Go to Configuration Profiles in the profiles there is an option under Calling s...

Page 63: ...Item Description Dark Theme Dark Theme can be enabled to suit user preference To enable Dark Theme 1 Drag the Dark Theme setting slider to the on position the fol lowing prompt is displayed 2 Choose R...

Page 64: ...ables automatically redirecting an incoming call to another destination Forward to Only displayed if the previous setting is enabled Defines the destination to which to forward incoming calls Also rin...

Page 65: ...e home screen from view the Calendar screen takes its place Notifications Default On enabled Allows notifications to be displayed Slide left to switch off disable notifications will not be displayed R...

Page 66: ...ize their contacts The screen provides a simple user experience and aligns with the contacts on the Teams desktop client In addition to accessing the People screen from the menu the screen can also be...

Page 67: ...ing a call To deactivate it press the speaker key again Headset hands free mode When talking on the phone you can relay audio to a connected headset To enable it press the headset key To disable it pr...

Page 68: ...n a call on another device and prompts them to transfer or add letting them start their call from elsewhere and transfer to their desk phone Signing Out You can optionally sign out of the phone applic...

Page 69: ...C450HD Users Administrator s Manual Network administrators can alternatively sign out from devices using Microsoft Teams admin center TAC Network administrators can also remotely sign in and provisio...

Page 70: ...keyboard If you decide to nonetheless dial a destination number rather than the name of a contact touch 123 in the lower left corner of the screen Touching located in the upper right corner of the sc...

Page 71: ...eviously dialled To redial Press the REDIAL hard key on the phone the first call listed in the Calls screen is redialled Dialing a Missed Call The phone logs all missed calls The screen in idle state...

Page 72: ...either Select the EMERGENCY softkey shown in the preceding figure of the locked idle screen and then enter the emergency number OR Dial from the locked idle screen without needing to use the EMERGENCY...

Page 73: ...handset to the phone cradle if it was used to take the call or activate the headset key on the phone or activate the speaker key on the phone or select the End softkey Managing Calls You can view a h...

Page 74: ...park icon displayed in their device s Calls screen 3 The user on the other device enters the code communicated to them and then selects the Pick up button to pick up the call Managing Teams Meetings...

Page 75: ...6 Touch the To field and then use the soft keyboard to enter the first letter of the name of the participant to add If you re searching for Alex for example touch the letter A on the soft keyboard th...

Page 76: ...oyee listed in the Corporate Directory Using Live Captions The phone can detect what s said in a meeting group call or 1 1 call and presents the text on the screen in real time live captions Captions...

Page 77: ...hide names and meeting titles per device 1 Access the Meetings screen More Settings Meetings the figure is for illustrative purposes only 2 Switch off the Show meeting names option Transferring a Call...

Page 78: ...3 You ll view the following screen if you don t yet have any voicemail messages For more information see here Rejecting an Incoming Call Sending it Directly to Voicemail You can send an incoming call...

Page 79: ...screen Adjusting Handset Volume Handset volume can be adjusted to suit personal preference The adjustment is performed during a call or when making a call The newly adjusted level applies to all subs...

Page 80: ...lay through both the USB headset and the phone s speaker BUILTIN_SPEAKER Incoming calls play through the phone s speaker TYPE_USB Incoming calls play through the USB headset Using the Phone as a USB S...

Page 81: ...meeting To join a meeting In the meeting you want to join select the See details link and then select Join online meeting Better Together over Bluetooth Applies only to C450HD Read here about how to...

Page 82: ...to sign in with the same accounts to both the Teams PC Client and to the device To set up Bluetooth on the device side 1 Sign in to the Teams application with your account it s necessary to sign in wi...

Page 83: ...air the device with your PC 5 View on your PC a notification it gets to accept the connection 6 Accept the notification from PC 7 Check the device and make sure pairing was successful 8 When pairing t...

Page 84: ...capabilities Users can configure speed dials in the sidecar s BLFs to speed dial frequently used contacts with the press of a button determine contacts presence status from BLF button LEDs and manage...

Page 85: ...tor s Manual Add it from the C450HD phone using one of the following options a Via the Calls Recent tab Select a user and then select the star icon to add them to the speed dial list b Via the People...

Page 86: ...ons C448HD C450HD Users Administrator s Manual The sidecar displays the user s speed dial list The list is synchronized on all devices under the same user account The order on the sidecar corresponds...

Page 87: ...Management on page 90 Update Microsoft Teams devices remotely see Updating Microsoft Teams Devices Remotely on page 98 Manage phones with the Device Manager see Managing Phones with the Device Manage...

Page 88: ...ation and add a place building etc Make sure to maintain the hierarchy Click Apply and verify the place has been set 4 Enter the place you ve set and define how to determine the emergency location It...

Page 89: ...nter a location defined by a specific port ID Make sure to enter the port description correctly as delivered from your switch the switch must allow LLDP transmit and receive and provide LLDP informati...

Page 90: ...Users Administrator s Manual 7 Define a location by subnet The location can be defined like switch ID if in charge of several buildings since it reflects a perimeter or an area 8 Verify all settings...

Page 91: ...CHAPTER 6 Performing Administrator Related Operations C448HD C450HD Users Administrator s Manual 9 Verify all settings have been implemented correctly under the Networks locations tab 84...

Page 92: ...information is displayed on the phone screen 30 120 minutes after the location is set time estimated under laboratory conditions To trigger information to be shown before that time period you can Dia...

Page 93: ...l Updating Phone Firmware Manually AudioCodes Android Phone Utility allows network administrators to manually update a phone s firmware To manually update a phone s firmware 1 From the PC s Start menu...

Page 94: ...s 3 Click SSH Connect a connection with the device is established 4 Under the Single Operations section of the screen next to the field Firmware file click the Browse button and navigate to and select...

Page 95: ...be crt The extension of the private key must be key The extension of the CA certificate file must be crt It s possible to load up to 5 CA certificates to the phone using the placement selector 0 4 Def...

Page 96: ...k the now activated Download Certs button to add the certificates to the phones 5 After a short period view in the results pane Certs Successfully Installed Manually Performing Recovery Operations Bes...

Page 97: ...for Business to Android and vice versa Back key OK key 3 seconds Red Green Restore defaults OK key MENU key 3 seconds Green blue Green yellow When successfully booted on Android Reboot From the Admin...

Page 98: ...450HD Users Administrator s Manual The Endpoint Manager service is licensed according to individual terms Con sequently not all network administrators will be able to navigate to it Check if the licen...

Page 99: ...CHAPTER 6 Performing Administrator Related Operations C448HD C450HD Users Administrator s Manual 4 Click Android 92...

Page 100: ...CHAPTER 6 Performing Administrator Related Operations C448HD C450HD Users Administrator s Manual 5 Click Android Devices Bulk Device Actions 93...

Page 101: ...elated Operations C448HD C450HD Users Administrator s Manual 6 Select OS Android Device Administrator Device Action Delete and then Next 7 Select Devices to include and search for the user for which e...

Page 102: ...APTER 6 Performing Administrator Related Operations C448HD C450HD Users Administrator s Manual 8 Select all the devices to be removed and click Select icon 9 After the devices are selected click Next...

Page 103: ...APTER 6 Performing Administrator Related Operations C448HD C450HD Users Administrator s Manual 10 Click Create a task to delete all the selected devices enrolled with a particular account is created 9...

Page 104: ...ome time to completely sync the devices with the account so after delet ing the devices wait for 30 minutes before signing in Configuring Audio Related Parameters for Noisy Environments Network admini...

Page 105: ...get firmware Figure 6 1 Apply update from a USB disk 3 Select the Apply update from USB disk option and then choose the correct firmware image from the disk Managing Phones with the Device Manager Aud...

Page 106: ...rate Configuration Delete device status Nickname Actions that go beyond the devices periodic provisioning cycle will be supported in next releases The Check Status option is irrelevant for Android bas...

Page 107: ...nd Daylight Savings Network administrators can configure TimeZone and Daylight Savings to suit enterprise require ments AudioCodes Teams phones feature a Automatic Time Zone Detection mechanism that a...

Page 108: ...ther via 802 1x or configuration parameter security ca_certificate 0 4 uri To maintain backward compatibility with devices previously running UC versions Configure parameter security SSLCertificateErr...

Page 109: ...port 0 1 office_hours start 08 00 office_hours end 17 00 logging enabled 0 1 logging levels VERBOSE DEBUG INFO WARN ERROR ASSERT SILENT admin default_password 1234 admin ssh_enabled 0 1 default securi...

Page 110: ...of Service QoS DSCP is part of the IP header that defines the type of routing service to tag outgoing voice packets originated from the phone It informs routers that this packet must receive a specif...

Page 111: ...f the phone Make sure the AC DC power adapter is plugged into the electrical outlet Make sure the electrical outlet is functional If using Power over Ethernet PoE contact your network administrator to...

Page 112: ...rovides network administrators with an SSH based Android Phone Utility To sign in to the utility Enter your username and password admin and 1234 are the defaults The application gives network administ...

Page 113: ...enter the IP address of the device get it by pressing the MENU hard key About phone Status IP Address 3 Click SSH Connect a connection with the device is established 4 Next to the field PC folder cli...

Page 114: ...phone s screen is captured and the screenshot is saved and sent to the folder 6 On your PC navigate to the folder and retrieve the screenshot Default file name screencap png Rename it to a name relat...

Page 115: ...ump capture file will appear in this location sdcard recording net pcap 4 After running Tcpdump reproduce the issue 5 Execute the following command from your PC command prompt cmd scp r admin deviceIp...

Page 116: ...mation using SSH protocol in the utility s Command field enter the following and then click Send getprop ro ac dsp_version To get the Microsoft Teams version using SSH protocol in the utility s Comman...

Page 117: ...ow To enable Remote Logging via Syslog from the Android Phone Utility 1 In the Android Phone Utility see Android Phone Utility on page 105 for more information enter the phone s IP address click SSH C...

Page 118: ...rver_ip port To disable Syslog using SSH type the following command at the shell prompt setprop persist ac rl_address Getting Diagnostics Network administrators can get diagnostics to facilitate debug...

Page 119: ...onfirm 5 Wait until the screen shown in the preceding figure disappears the phone creates all necessary logs and copies them to the its SD Card Logs folder 6 Get the logs using SCP notation as follows...

Page 120: ...lick the Browse button next to the field PC folder to configure a folder on the PC to which to send the information 2 In the PC IP Address field enter the IP address of the PC on which the utility is...

Page 121: ...g DSP Recording on the previous page for information on how to start DSP recording 2 View the DSP recording in the PC folder you configured when Activating DSP Recording on the previous page Network a...

Page 122: ...the previous page Installing the APK using SSH below Getting the Phone IP Address Network administrators can get a phone s IP address using SSH protocol To get the phone s IP address using SSH protoco...

Page 123: ...efore installing the new one To collect logs 1 Collect logs using the following command bugreport 1 2 Wait until the logs are created see in sdcard logs bugreports that there is a gz file 3 Get the lo...

Page 124: ...The logs can help debug Teams application issues and also for issues related to the device To collect logs 1 Reproduce the issue 2 Access Microsoft Admin Center and under the Devices tab click the Di...

Page 125: ...roubleshooting C448HD C450HD Users Administrator s Manual Figure 7 5 Microsoft Teams Admin Center Logs Upload to Server 4 Click the History tab Figure 7 6 History Download Click Download to download t...

Page 126: ...uration and status for internal use dmesg Diagnostic messages command useful for debugging hardware related issues SessionID_For_Company_Portal_Logs txt this is the CP SSDI not the logs the logs are s...

Page 127: ...pture 3 Run the following command scp r admin hosp_ ip sdcard android data com microsoft skype teams ipphone cache Capturing Traffic Using rpcapd The rpcapd Remote Packet Capture network sniffer appli...

Page 128: ...supports the port mirroring network monitoring technique of copying and sending network packets transmitted as input from a phone port to another port of a monitoring device for enhanced analysis and...

Page 129: ...This page is intentionally left blank CHAPTER 7 Troubleshooting C448HD C450HD Users Administrator s Manual 122...

Page 130: ...com documentation feedback 2022 AudioCodes Ltd All rights reserved AudioCodes AC HD VoIP HD VoIP Sounds Better IPmedia Mediant MediaPack What s Inside Matters OSN SmartTAP User Management Pack VMAS V...

Search results

Summary of Contents for 400HD Series

Reviews:

Related manuals for 400HD Series

Brands by name

Popular brands

AudioCodes 400HD Series, User'S And Administrator'S Manual

Search results

Summary of Contents for 400HD Series

Reviews:

Related manuals for 400HD Series

Brands by name

Popular brands