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specific deskphone model also contains troubleshooting for users having problems with

specific IP deskphone applications. Most of the problems reported by deskphone users are

LAN-based, where Quality of Service, server administration, and other issues can impact end-

user perception of IP deskphone performance.

Table 4: Operational error conditions for 9600 Series IP deskphones

Condition

Cause/Resolution

The deskphone continually reboots, or
reboots continuously about every 15
minutes.

CAUSE: The deskphone cannot find the
HTTP/HTTPS server and/or call server.
RESOLUTION: Ensure that MCIPADD is
administered either manually or through DHCP
or HTTP, as appropriate. Alternately, this might
be a firmware fault because the MAC address
in memory is corrupted; in this case, you must
return the deskphone to Avaya for repair.

The message light on the deskphone turns
on and off intermittently, but the deskphone
never registers.

CAUSE: This is a hardware fault.
RESOLUTION: You must return the
deskphone to Avaya for repair.

The deskphone
stops working in
the middle of a
call,

AND no lights are lit
on the deskphone
and the display is not
lit.

CAUSE: Loss of power.
RESOLUTION: Check the connections
between the deskphone, the power supply,
and the power jack. For example, verify
whether static addressing was not used or that
any changes to static addresses were entered
correctly.

AND power to the
deskphone is normal
and the deskphone
might have gone
through the restarting
sequence.

Loss of path to the Avaya call server, expiry of
DHCP lease, or unavailable DHCP server
when telephone attempts to renegotiate DHCP
lease.
RESOLUTION: As above.

The deskphone
was working, but
does not work
now,

AND no lights are lit
on the deskphone
and the display is not
lit.

CAUSE: Loss of power.
RESOLUTION: Check the connections
between the deskphone, the power supply,
and the power jack.

AND power to the
deskphone is normal,
but there is no dial
tone. The display
might show “System
Busy.”

CAUSE: Loss of communication with the call
server.
RESOLUTION: Check LAN continuity from the
call server to the deskphone using ARP or
trace-route and from the deskphone to the call
server by invoking a Feature button. Verify that
LAN administration has not changed for the
Gatekeeper, TN 2302AP boards, or the LAN
equipment (routers, servers, etc.) between the
switch and the deskphone.

Operational errors and status messages

Installing and Maintaining Avaya IP Deskphone H.323 9608, 9611G, 9621G, and 9641G

August 2013     81

Summary of Contents for H.323 9621G

Page 1: ...Installing and Maintaining Avaya IP Deskphone H 323 9608 9611G 9621G and 9641G Release 6 3 16 603603 Issue 8 August 2013 ...

Page 2: ...aya grants you a license within the scope of the license types described below with the exception of Heritage Nortel Software for which the scope of the license is detailed below Where the order documentation does not expressly identify a license type the applicable license will be a Designated System License The applicable number of licenses and units of capacity for which the license is granted ...

Page 3: ...quipment does cause harmful interference to radio or television reception which can be determined by turning the equipment off and on the user is encouraged to try to correct the interference by one of the following measures Reorient or relocate the receiving antenna Increase the separation between the equipment and receiver Connect the equipment into an outlet on a circuit different from that to ...

Page 4: ...4 Installing and Maintaining Avaya IP Deskphone H 323 9608 9611G 9621G and 9641G August 2013 Comments infodev avaya com ...

Page 5: ...nnamed registration 34 Chapter 3 Using Local Administrative Craft Options 37 About local Craft procedures 37 Accessing local Craft procedures 38 Running Craft procedures during startup 39 Accessing Craft procedures during normal operation 39 Entering data for administrative options 40 Entering and validating IPv4 and IPv6 addresses 41 Local administrative Craft procedures menu 43 Setting the Opera...

Page 6: ...Resolving error conditions 71 Failure to hear DTMF tones 72 Correcting a power interruption 72 Using the VIEW craft procedure for troubleshooting 72 Installation error and status messages 76 Operational errors and status messages 80 LLDP Troubleshooting 86 Proposed Solution 87 LLDP setup and troubleshooting steps 87 Proposed solution for DHCP configured deskphones 88 Proposed solution for script c...

Page 7: ...has an integrated Bluetooth interface For information about the setup of a Bluetooth device see Using Avaya IP Deskphone H 323 9621 and 9641 16 602638 This document describes the installation of the four deskphones and post installation maintenance issues for those phones For information about using deskphone features see the user documentation for each deskphone For information about desk mountin...

Page 8: ...user based activation of bidirectional headset setting Issue 6 Version of document released in January 2013 to support the Agent ID query feature and a feature for muting the deskphone when used in shared control configuration with one X Communicator Issue 7 Version of the document released in May 2013 to include the support for Jabra firmware and the Debug feature modified to allow access only af...

Page 9: ...and developing PC client applications Identity Certificate SCEP support To perform secure backup of agent greetings Authentication using EAP TLS To authenticate the users using the EAP TLS mode of secure authentication IP redirect The IP redirect feature directs deskphones to download software from the nearest server on the network thereby reducing download time Note Voice Initiated Dialing VID is...

Page 10: ...onfigure the deskphone to automatically answer incoming calls or a subset of incoming calls independently of the auto answer setting on the Communication Manager The AGTIDVUSTAT parameter introduced in Release 6 2 is renamed in Service Pack 2 to AGTVUSTATID Features introduced in H 323 Release 6 2 Service Pack 1 A feature to enable ringing on wireless headsets from Jabra and Plantronics and the ab...

Page 11: ...on Protocol with TLS authentication EAP TLS is supported in part using the DOT1XEAPS parameter The AGTIDVUSTAT parameter Call center agents who do not log in from a telephone for example logging in from a personal computer can use the AGTIDVUSTAT parameter to specify a VuStats format number With the VuStats format number the telephone can determine the Agent ID of the call center agent which is es...

Page 12: ...e only in North America Sidetone values for headset and handset administration that are consistent between intervals A functionality for Call Center agents to store greetings on the telephone between logins in addition to storage on a file server The default value of HEADSYS has changed The new default is tied to the current value of CALLCTRSTAT If CALLCTRSTAT has value 1 HEADSYS has default value...

Page 13: ...nput output ports are classified as Safety Extra Low Voltage SELV in the meaning of IEC 60950 To maintain safety compliance when connecting the equipment electrically to other equipment the interconnecting circuits shall be selected to provide continued conformance of clause 2 3 for SELV circuits generally double reinforced insulation to 240 Vac rms to any primary mains circuitry and 120 Vac rms t...

Page 14: ...efit from increased capacity TN799C or D Control LAN C LAN circuit pack Important Release 6 0 or later requires TN799C V3 or greater C LAN circuit pack s For more information see the Communication Manager Software and Firmware Compatibility Matrix on the Avaya support web site at http www avaya com support 4 Verify that the Avaya call server is configured correctly For more information see Adminis...

Page 15: ...erify that each deskphone receives power through a Telephone Power Module which you must order separately For PoE Input connection use only with UL listed I T E equipment with PoE output If LAN supplies IEEE standard power or Power over Ethernet to the deskphone power module is not required 13 One Category 5e modular line cord to connect the IP deskphone and the computer if applicable 14 Verify th...

Page 16: ... so whether the deskphone should be powered locally or by means of the LAN When you add devices like multiple button modules or a USB device to applicable IP deskphones the power class might change Ensure that all the button modules are of the same model type The table Impact of Additional Devices on Telephone Power over Ethernet Power Class on page 17 shows the effect of such additions on the pow...

Page 17: ...s if its current power class setting is adequate to support the drive If power is adequate the deskphone lets the drive register If the power is not adequate the deskphone will alert the user to change the power class by changing the IEEE power switch setting from L to H In extreme situations the total power consumption with the addition of a USB device may be greater than what the Class 3 power s...

Page 18: ...deskphone on page 19 9621G or 9641G Connection jacks on a 9621G or 9641G deskphone on page 20 Note Some deskphone models for example the 9641G accommodate an external Gigabit Ethernet GigE adapter For information on installation options for those devices see the Avaya Support website at www support avaya com Installing the Deskphone 18 Installing and Maintaining Avaya IP Deskphone H 323 9608 9611G...

Page 19: ...Figure 1 Connection jacks on a 9608 or 9611G deskphone Plugging in the deskphone Installing and Maintaining Avaya IP Deskphone H 323 9608 9611G 9621G and 9641G August 2013 19 ...

Page 20: ... of the H4DU 4 conductor coiled handset cord into the phone and the other end into the handset 2 Plug one end of the first Category 5 modular line cord into the Ethernet jack of the PC and the other end into the secondary Ethernet jack on the phone if appropriate Installing the Deskphone 20 Installing and Maintaining Avaya IP Deskphone H 323 9608 9611G 9621G and 9641G August 2013 Comments infodev ...

Page 21: ...gory 5 cord into the SPPOE xx power injector jack labeled DATA IN Plug the other end of this cord into the Ethernet wall jack Finally connect the SPPOE xx to an AC power source Installing a Dual Headset Adapter DHA About this task In Release 6 1 you can install a Dual Headset Adapter DHA on call center deskphones The supervisor can monitor calls in progress by attaching a DHA directly to a 9641G 9...

Page 22: ...l a DHA directly to the deskphone and alternatively to an attached button module see the following figure Installing the Deskphone 22 Installing and Maintaining Avaya IP Deskphone H 323 9608 9611G 9621G and 9641G August 2013 Comments infodev avaya com ...

Page 23: ...Figure B1 Attaching the DHA to a deskphone Installing a Dual Headset Adapter DHA Installing and Maintaining Avaya IP Deskphone H 323 9608 9611G 9621G and 9641G August 2013 23 ...

Page 24: ...re B2 Attaching the DHA to the phone power and audio cables Installing the Deskphone 24 Installing and Maintaining Avaya IP Deskphone H 323 9608 9611G 9621G and 9641G August 2013 Comments infodev avaya com ...

Page 25: ...Figure C1 Attaching the DHA to an optional button module Installing a Dual Headset Adapter DHA Installing and Maintaining Avaya IP Deskphone H 323 9608 9611G 9621G and 9641G August 2013 25 ...

Page 26: ...Covers the handset pockets Maintains the switch hook down position Covers the Forward and Headset buttons Relabels the Speaker button as the Release button to facilitate ending calls Note To allow Release button operation for 9641G deskphones administer the Release button with the AGTSPKRSTAT parameter set to 2 and the CALLCTRSTAT parameter set to 1 To install the 9641G Call Center faceplate Insta...

Page 27: ...d registration For more information see About unnamed registration on page 34 Any reference to the HTTP server applies equally to an HTTPS server You can execute the plug in and reset process successfully using the following description If you see error messages see Chapter 5 Troubleshooting on page 71 As the telephone initializes you see messages some of which are part of DHCP with a power on ind...

Page 28: ...rage If yes the process installs the Application Software Package or the Library Software Package The system installs both if either software package has a different file name than the currently installed version and replaces the existing corresponding files in the Application File System The process then deletes the copy of the Signed Application or Library Software Package stored in Temporary St...

Page 29: ...ry Software Package the package is stored in Temporary Storage If the Backup Flag is set in the Hardware Version File a copy of the Signed Application Library Software Package is also stored as the Backup Package replacing the previous Backup Package If the signatures are valid and the Signed Software Package is a Signed Kernel or a Root Software Package the system installs the Kernel Software Pac...

Page 30: ...tware Package If both Kernel and Root File Systems are corrupted the system halts the processing The software checks whether a Signed Application or Library Software Package has been previously downloaded If the system finds the Application Software Package or the Library Software Package the Application Software Package or the Library Software Package is installed If either the Application Softwa...

Page 31: ... For information see Chapter 3 Using Local Administrative Craft Options on page 37 5 The IP deskphone sends a request to the DHCP server and invokes the DHCP process The deskphone displays one of the following messages DHCP s secs to program or DHCP s secs VLAN ID n or DHCP s secs where s is the number of seconds that have elapsed since DHCP process was started The deskphone displays the first mes...

Page 32: ...s a response When the router is located the router processes the received LLDP TLVs Then the HTTP process starts 8 While the IP deskphone connects to the HTTP server the deskphone displays one of the following messages HTTP n ipadd or HTTP n ipadd to program where n is the number of the IP address obtained from the HTTP server and ipadd is the IP address Important Pressing star at this time invoke...

Page 33: ...lication file is saved in flash memory all IP deskphones display the following message Saving to flash 1 1 secs where the percentage of the file and the number of elapsed seconds increase as the application file is stored in flash memory 14 The deskphone contacts the Avaya Media Server and displays one of the following prompts for an extension Login Enter Extension or Enter Extension and press Ent...

Page 34: ...ne extension over to another deskphone Without unnamed registration the deskphone in the first example will just wait for an extension and password entry and the deskphone in the second example will continue attempting to register at regular intervals The disadvantage of a deskphone being unregistered is that no one can use the deskphone for example to report a building emergency like a fire In Un...

Page 35: ...T For more information see Administering Avaya IP Deskphone H 323 9608 9611G 9621G and 9641G Unnamed registration appears to the end user like Communication Manager TTI Mode and is similar from an administration perspective For more information about TTI see your Communication Manager documentation Understanding unnamed registration Installing and Maintaining Avaya IP Deskphone H 323 9608 9611G 96...

Page 36: ...Installing the Deskphone 36 Installing and Maintaining Avaya IP Deskphone H 323 9608 9611G 9621G and 9641G August 2013 Comments infodev avaya com ...

Page 37: ...s 16 602968 Note You can modify the settings file to set parameters for any IP deskphones that download their upgrade script and application files from the same HTTP server For more information see Administering Avaya IP Deskphone H 323 9608 9611G 9621G and 9641G Caution Only trained installers or technicians should perform local Craft procedures Perform these procedures only if instructed to do s...

Page 38: ...the Craft procedure at any other time the initialization process can support a processing interrupt If you set PROCSTAT to 1 the system allows access only to the VIEW craft procedure for debugging purposes You can invoke local Craft procedures only when the to program message displays during initialization Note The system supports the to program message is supported even if the value of PROCSTAT i...

Page 39: ...creen phones use the navigation arrows to scroll to and highlight the local procedure you want then press Start or OK You can also scroll to the procedure you want and press the corresponding line button For touch screen phones scroll to the local procedure you want if it not already displayed then touch the line on which the local procedure you want appears Accessing Craft procedures during norma...

Page 40: ...ministrative options Procedure 1 With the exception of a touch screen deskphone the first application line on any screen is automatically highlighted selected when the phone displays the screen To select an item press the appropriate softkey at the bottom of the screen for example Change or Save or OK To select a different line use the down or up navigation arrows to change the line focus When the...

Page 41: ...to SIP or if the Crafts Entry screen was invoked during startup the deskphone immediately resets when you press or touch Exit If no 802 1X SIG or ADDR changes were made or if the local procedures were invoked post startup the deskphone redisplays the screen or other display that was effective when the craft options was invoked Note If PROCSTAT has been administered to 1 you will not be able to inv...

Page 42: ... colon to be displayed in the space after the field and the cursor to move to the next space Pressing while the cursor is in the last right most field results in an error beep and the cursor being left where it is An IPv6 address is considered to be complete only if all the following conditions are met All seven colons that separate the fields are entered OR the text input field contains at most o...

Page 43: ...section provides a description of each local administrative option covered in this guide with references to the pages on which the option appears Note For touch screen based deskphones simply touching a line or a softkey produces the same result as selecting a line or a softkey on non touchscreen or button based IP deskphones Depending upon the privileges assigned to the user by administrator an e...

Page 44: ...he deskphone Restarting The deskphone on page 61 SIG Set the signaling protocol download flag Changing The signaling protocol on page 61 SSON Set the Site Specific Option Number Changing SSON settings on page 62 TEST Initiate a self test Performing a self test on page 63 VIEW View current parameter values and file names Using The VIEW craft procedure for troubleshooting on page 72 VPN Administer a...

Page 45: ...u where the Supplicant line is the text string associated with the current system value of DOTIXSTAT The DOTIXSTAT parameter configures the 802 1X Supplicant Mode operation control defined as Disabled if DOT1XSTAT 0 Unicast only if DOT1XSTAT 1 Unicast multicast if DOT1XSTAT 2 and the Pass thru line is a text string associated with the current system value of DOT1X where Enabled mode if DOT1X 0 Ena...

Page 46: ...ll system meets all the requirements listed in the Requirements to verify for your network section of the Creating the pre installation checklist on page 14 You can skip item 4 as it refers to the DHCP server In addition you must have the values for the following parameters To prevent data entry errors that have a negative impact on your network obtain and print copies of the following parameters ...

Page 47: ...Static Addressing Procedure screen displays the following fields with the prompt Select address to change Static addressing field Field value Description Phone IPv4 nnn nnn nnn nnn Deskphone IP address IPADD Phone IPv6 hhhh hhhh hhhh hhhh hh hh Deskphone IP address NVIPADDV6 Call Server nnn nnn nnn nnn or hhhh hhhh hhhh hhhh hh hh Call Server in use media server IP address Router IPv4 nnn nnn nnn ...

Page 48: ...er Router Mask and File Server Use the dial pad to enter the new IP address IP addresses have three sets of three digits followed by a period Pressing star following entry of three digits causes a period to be placed in the next position and the cursor to advance one position to the right If you press the star and enter an IPv6 address a colon is inserted into the input buffer and the cursor is mo...

Page 49: ...s Save to store the new setting and redisplay the Craft Local Procedure screen or Cancel to return to the Craft Procedures screen without saving the value entered Once the new values are stored the deskphone is reset Calibrating the touch screen About this task Use screen calibration for proper alignment of the touch screen if a significant problem with the touch screen arises Important Use a styl...

Page 50: ... successful message 5 Touch Save to return to the Craft Local Procedure screen The system stores the calibration results in the nonvolatile memory of the telephone 6 Touch Cancel at any time to return to the Craft Local Procedure screen without completing the touch screen calibration Disabling or enabling automatic gain control About this task Use the following procedure to turn automatic gain con...

Page 51: ...ified data and option settings and return a deskphone to its factory settings You might have to remove all administered values when you give a deskphone to a new dedicated user and when the LOGOFF option is not sufficient For example a new user is assigned the same extension but requires different permissions than the previous user The CLEAR option erases all administered data static programming H...

Page 52: ...o the default factory settings All system values and system initialization values 802 1X identity and password User options parameter settings identifiers and password Any user data like Contact Lists or Call Logs are deleted After clearing the values the deskphone resets Adjusting contrast on button modules and non color deskphones About this task Note When updating local or Craft procedures from...

Page 53: ...ange the contrast 4 Press Save to store the new contrast settings and redisplay the Craft Local Procedure screen Debug mode About this task You can use the debug mode to send all your debug data in a file nnn_report gz where you replace nnn by the deskphone extension as specified by the user during registration Note The DEBUG option is available for use only if you change the default password to t...

Page 54: ...you must press or touch the Save option This action resets the phone and saves the changes to the debug screen Changing the group identifier About this task Note When updating local Craft procedures from a touch screen deskphone touching the line you want to change or the applicable softkey produces the same result as selecting a line and pressing the applicable softkey on a non touch screen IP de...

Page 55: ...ing displays Current Setting New Setting Where the Current Setting is the current value of HSEQUALIZATION an internal parameter that combines the audio equalization specifications of the settings file user option and Local Procedure The values are Default TIA 810 920 and S004 is used Audio Opt TIA 810 920 and S004 is used or HAC Opt HAC is used The only difference between Default and Audio Opt is ...

Page 56: ...g Ethernet Choice Selector PC Ethernet Choice Selector The values shown are the text strings associated with the current PHY1STAT on the Ethernet line and the current PHY2STAT system value on the PC Ethernet line The PHY1STAT text strings are Auto when PHY1STAT 1 10Mbps half when PHY1STAT 2 10Mbps full when PHY1STAT 3 100Mbps half when PHY1STAT 4 100Mbps full when PHY1STAT 5 1000Mbps full when PHY...

Page 57: ...gging About this task Note When updating local Craft procedures from a touch screen deskphone touching the line you want to change or the applicable softkey produces the same result as selecting a line and pressing the applicable softkey on a non touch screen IP deskphone Use the following procedure to enable or disable logging of system events Procedure 1 When you select LOG from the Craft Local ...

Page 58: ... to log off from a deskphone Note If a user registered has logged in through a USB device the following procedure is not applicable The only way to log off a deskphone registered with a USB device is by removing the device Note When updating local Craft procedures from a touch screen deskphone touching the line you want to change or the applicable softkey produces the same result as selecting a li...

Page 59: ...P deskphone user interface in the currently active language Procedure 1 Select MLS from the Craft Procedures screen The deskphone displays the following text Tag N Text string for tag N text string where N is the label associated with a specific language in the downloaded language file and text string is the wording associated with that Tag number 2 Use the Up and Down navigation arrows to scroll ...

Page 60: ... Press Reset to confirm 2 Press Cancel to return to the Craft Procedures screen without resetting the deskphone Press Reset to start the deskphone reset The deskphone resets from the beginning of registration which might take a few minutes The deskphone resets All system values and system initialization values except AUTH and NVAUTH to default values The 802 1X ID and Password to their default val...

Page 61: ...up and resetting the deskphone Dynamic Addressing Process on page 27 A restart does not affect user specified data and settings like Contacts data or the deskphone login and password The completion of the restart procedure depends on the status of the boot and application files Setting or changing the signaling protocol About this task Note When updating local Craft procedures from a touch screen ...

Page 62: ... arrow changes the value to 0 default If the current value is H 323 1 pressing the Right arrow changes the value to 2 SIP 3 Press Save to store the new setting and redisplay the Craft Procedures screen The remainder of this procedure depends on the status of the boot and application files Changing SSON settings About this task Caution Do not perform this procedure if you are using static addressin...

Page 63: ...e running to perform a self test The backup image called the little app does not support the self test Note When updating local Craft procedures from a touch screen deskphone touching the line you want to change or the applicable softkey produces the same result as selecting a line and pressing the applicable softkey on a non touch screen IP deskphone Use the following procedure to perform self te...

Page 64: ...rough the lower half of any attached button module in a repeating cycle Shows pixels on the display with highest intensity After approximately 5 seconds the top Application line displays either Self test passed or Self test failed 3 Press Back to return to the Craft Procedures screen Using Local Administrative Craft Options 64 Installing and Maintaining Avaya IP Deskphone H 323 9608 9611G 9621G an...

Page 65: ... are using either H 323 or SIP for all or the majority of your deskphones H 323 software distribution packages contain the following One or more software files One upgrade file such as 96x1Hupgrade txt All of the display text language files A file named av_prca_pem_2033 txt that contains a copy of the Avaya Product Root Certificate Authority certificate in PEM format You may downloaded this file t...

Page 66: ...rise Note You can use one settings file for all your Avaya IP deskphones including the 9600 Series IP deskphones covered in this document and in the Administering Avaya IP Deskphone H 323 9608 9611G 9621G and 9641G and 4600 Series IP deskphones as covered in the 4600 Series IP Telephone LAN Administrator Guide 555 233 507 Downloading software packages You can use the upgrade file and the applicati...

Page 67: ...minister the options to add useful functionality to your Avaya IP deskphones Ensure that the file resides in the same directory as the upgrade file and name the file as 46xxsettings scr or 46xxsetting txt The Avaya IP deskphones can operate without this file Note Most Windows systems interpret the file extension scr as a screen saver The 4600 IP deskphones originally used scr to indicate a script ...

Page 68: ...phone to use HTTP HTTPS to attempt to download the file specified in the GET command If the deskphone obtains the file its contents are interpreted as an additional script file If the file cannot be obtained the deskphone continues processing the upgrade script file The deskphone processes the upgrade script file so that if there is no 46xxsettings scr file the deskphone looks for a 46xxsettings t...

Page 69: ...42 Site Specific Option Number or in the 46xxsettings txt file This setting will apply to all telephones except those for which SIG has been manually configured to a value of H 323 or SIP using the SIG Craft procedure 2 You can set the SIG parameter on a per phone basis using the SIG Craft procedure For more information see Changing the signaling protocol on page 45 on page 61 Applying settings to...

Page 70: ...nd specify which GROUP number to use After the GROUP assignments are in place edit the configuration file to allow each deskphone of the appropriate group to download its proper settings Here is an illustration of a possible settings file for the example of a Call Center with hot desking associates at the same location IF GROUP SEQ 1 goto CALLCENTER IF GROUP SEQ 2 goto HOTDESK specify settings uni...

Page 71: ...e Using the VIEW craft procedure for troubleshooting on page 72 Check the Avaya Support site at www support avaya com to verify whether the correct files are being used Use the ADDR option to verify IP addresses For more information see Changing IP address information on page 46 3 If the deskphone is not communicating with the system DHCP HTTP or Avaya Media Server make a note of the last message ...

Page 72: ...ers and file versions Note If administered through OPSTAT end users can gain access to the Network Information option from the Phone Settings option of Avaya Menu to view but not change most of the parameters associated with Craft Local Procedures For more information about this option see the applicable user guides Important IPv6 operation is limited to a specific customer set and is not availabl...

Page 73: ... nnn IP address of the call server currently in use otherwise 0 0 0 0 Supplicant ccccccccccccccccc Text equivalent of DOT1XSTAT If 0 Disabled if 1 Unicast only if 2 Unicast multicast Pass thru ccccccccccccccccc Text equivalent of DOT1X If 0 Enabled if 1 Enabled w Logoff if 2 Disabled Router IPv4 nnn nnn nnn nnn Up to 15 ASCII characters the IP address of the router in use Mask IPv4 nnn nnn nnn nnn...

Page 74: ...IG layer 2 signaling priority value L3 Audio nn DSCPAUD Differentiated Services Code Point for audio L3 Signaling nn DSCPSIG Differentiated Services Code Point for signaling Scroll Right to see the following additional parameters values Ethernet Text string corresponding to PHY1STAT value for example auto 100 Mbps HDX 1000 Mbps FDX PC Ethernet Test string corresponding to PHY2STAT value for exampl...

Page 75: ...haracters as primary application Ethernet cccccccc Ethernet Two to eight ASCII characters either 1000 Mbps 100 Mbps 10 Mbps or No Kernel RFS file bootcodename One to 32 ASCII characters backup image name Backup App File filename ext Four to 32 ASCII characters backup application Button Module 1 cccccccccccccc 14 ASCII characters Version identifier of the software in the first attached Button Modul...

Page 76: ...nly about 30 seconds and then the deskphone is reset The most common exception is Extension in Use display more than 30 seconds and which remains until you perform any further action on the deskphone Note For VPN related error and status messages see the VPN Setup Guide for 9600 Series IP Telephones 16 602968 Table 3 Possible error and status messages during installation of 9600 Series IP deskphon...

Page 77: ...d and if the deskphone does not automatically register restart the deskphone Connecting CAUSE The deskphone is attempting to establish a TCP connection with the call server A resource needed to establish the connection might not be available or the 10 second buffer on switch related actions might have expired RESOLUTION Allow the deskphone to continue attempts to connect to TCP Contacting call ser...

Page 78: ... on page 46 To interrupt the Discovering process press the pound button and when you see the 1000 Mbps 100 Mbps or 10 Mbps message quickly press the star button EEPROM error repair required CAUSE Application file was not downloaded or saved correctly RESOLUTION The deskphone automatically resets and attempts to re initialize Emergency Option CAUSE Incompatible emergency option RESOLUTION This must...

Page 79: ...ter deskphones that are not in use or contact Avaya to upgrade your license NAPT Error CAUSE A device between the deskphone and the call server is invoking Network address Port Translation NAPT which the 9600 Series IP deskphones do not support RESOLUTION Contact the System Administrator to remove or re administer the device No Ethernet CAUSE When first plugged in the IP deskphone is unable to com...

Page 80: ...our Avaya Media Server administration and troubleshooting documentation Undefined Error CAUSE The call server has rejected registration for an unspecified reason RESOLUTION Consult your Avaya Media Server administration and troubleshooting documentation Updating DO NOT UNPLUG THE deskphone CAUSE The deskphone is updating its software image RESOLUTION The deskphone update process must be continued ...

Page 81: ...CAUSE Loss of power RESOLUTION Check the connections between the deskphone the power supply and the power jack For example verify whether static addressing was not used or that any changes to static addresses were entered correctly AND power to the deskphone is normal and the deskphone might have gone through the restarting sequence Loss of path to the Avaya call server expiry of DHCP lease or una...

Page 82: ...aya Media Server trunk RESOLUTION Identify the trunk that is causing the echo and swap the Trunk Termination parameter for that trunk on the call server the user hears an echo on a headset but not on a handset CAUSE Improper headset cord RESOLUTION Ensure that an headset cord approved by Avaya is being used the user is on Speaker and hears no echo but the far end hears echo CAUSE Room acoustics RE...

Page 83: ...oard does not pass in band DTMF tones RESOLUTION None the board is operating as designed The deskphone works properly but you cannot hear incoming DTMF tones CAUSE Call server suppresses sidetone DTMF RESOLUTION After completing call server administration enable On Hook Dialing on the Change System Parameters screen If the user has enabled Hands Free Answer HFA answers a call using the Speaker swi...

Page 84: ...n seeMaintaining 9600 Series IP Deskphones on page 65 The system ignores some settings in the settings file while other settings are being used properly CAUSE Improper administration of settings file RESOLUTION Verify that customized settings are correctly spelled and formatted The system ignores some settings in the settings file while other settings are being used properly AND the setting being ...

Page 85: ... specified in the 46xxsettings file Finally verify that the HTTP and HTTPS server on which the backup file is located is operational and accessible from the second deskphone The user reports that button module buttons are not labeled properly CAUSE Improper administration on the call server RESOLUTION Verify correct administration The user reports that personalized labels cannot be placed on the b...

Page 86: ... message generally indicates a problem with getting a value for the call server IP address This error can occur due to incorrect settings in script files or in the way the network is configured On booting the deskphone must obtain a valid IP address for the call cerver The deskphone can obtain the value known as MCIPADD from several sources A static or manually programmed address on the phone The ...

Page 87: ...rd protocol requires the network to be equipped and configured to support LLDP You can provide HTTP and the HTTPS Server and call server IP addresses with LLDP in the network using proprietary Transport Layer Values TLVs to pass information to the deskphones For more information about LLDP processing see the Administering Avaya IP Deskphone H 323 9608 9611G 9621G and 9641G LLDP setup and troublesh...

Page 88: ...2003 see http technet2 microsoft com WindowsServer en library 929704d8 0e1c 4b8d b424 16c312ad1edf1033 mspx Note Do not embed spaces in DHCP Option 242 strings For more information see DHCP Server Administration in Chapter 5 of the Administering Avaya IP Deskphone H 323 9608 9611G 9621G and 9641G Proposed solution for script configured deskphones Procedure 1 Edit the 46xxsettings txt file to conta...

Page 89: ...g deskphone performance Release 6 2 supports only the SSHv2 version Because of the sensitive nature of remote access you can disable permission with the SSH_ALLOWED parameter Even if permission is given the deskphone has several inbuilt security features The deskphone displays a security warning message at start of the session You can specify your own file using SSH_BANNER_FILE or the deskphone wi...

Page 90: ... the warning message you can administer the following parameters The amount of inactivity time that will disable SSH with SSH_IDLE_TIMEOUT The number of failed login attempts that will disable SSH with SSH_LOCKOUT_ATTEMPTS The number of seconds the deskphone delays between failed login attempts with SSH_LOGIN_DELAY The user name permitted for SSH logins with SSH_USERNAME Troubleshooting 90 Install...

Page 91: ...by another IP deskphone CLAN Control LAN a type of Gatekeeper circuit pack CNA Converged Network Analyzer DHCP Dynamic Host Configuration Protocol an IETF protocol used to automate IP Address allocation and management DiffServ Differentiated Services an IP based QoS mechanism DNS Domain Name System an IETF standard for ASCII strings to represent IP Addresses DNS is a distributed Internet directory...

Page 92: ...is intended to be used TCP Transmission Control Protocol a connection oriented transport layer protocol TLS Transport Layer Security an enhancement of Secure Sockets Layer SSL that is compatible with SSL 3 0 Using TLS you can ensure privacy and data integrity between two communicating applications UDP User Datagram Protocol a connectionless transport layer protocol Unnamed Registration A type of r...

Page 93: ...e Files 69 DTMF Tones 72 Dual Headset Adapter installing 21 Dynamic Addressing Process 27 E Enable Automatic Gain Control AGC 50 Enable Event Logging 57 Enhancements 10 Entering Data for Administrative Options 40 Error and Status Messages During Installation of 9600 Series IP Deskphones 76 Error and Status Messages Installation 76 Error Conditions 71 Event Logging 57 F Faceplate installation for 9...

Page 94: ...ignaling Protocol Changing 69 Site Specific Option Number Setting 62 Software 13 Software Upgrades Downloading 65 SSON Procedure 62 Static Addressing 46 Pre Installation Checklist 46 System Parameter Values troubleshooting 72 System Values Reset 60 T TEST Procedure 63 Touch Screen Calibrating 49 Troubleshooting 71 72 76 80 DTMF Tones 72 Error Conditions 71 Installation Error and Status Messages 76...

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