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Contents

Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager

OL-14029-01

C H A P T E R

Troubleshooting and Maintenance

7-1

Resolving Startup Problems

7-1

Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal
Startup Process

7-2

Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified
Communications Manager

7-3

Identifying Error Messages

7-3

Registering the Phone with Cisco Unified Communications Manager

7-4

Checking Network Connectivity

7-4

Verifying TFTP Server Settings

7-4

Verifying IP Addressing and Routing

7-5

Verifying DNS Settings

7-5

Verifying Cisco Unified Communications Manager Settings

7-5

Cisco Unified Communications Manager and TFTP Services Are Not
Running

7-6

Creating a New Configuration File

7-6

Symptom: Cisco Unified IP Phone Unable to Obtain IP Address

7-8

Cisco Unified IP Phone Resets Unexpectedly

7-8

Verifying Physical Connection

7-9

Identifying Intermittent Network Outages

7-9

Verifying DHCP Settings

7-9

Checking Static IP Address Settings

7-10

Verifying Voice VLAN Configuration

7-10

Verifying that the Phones Have Not Been Intentionally Reset

7-10

Eliminating DNS or Other Connectivity Errors

7-11

General Troubleshooting Tips for the Cisco Unified IP Phone

7-12

Resetting or Restoring the Cisco Unified IP Phone

7-15

Performing a Basic Reset

7-16

Where to Go for More Troubleshooting Information

7-16

Cleaning the Cisco Unified IP Phone

7-16

Summary of Contents for 3911

Page 1: ...est Tasman Drive San Jose CA 95134 1706 USA http www cisco com Tel 408 526 4000 800 553 NETS 6387 Fax 408 527 0883 Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager 6 0 and 5 1 Text Part Number OL 14029 01 ...

Page 2: ...difying the equipment without Cisco s written authorization may result in the equipment no longer complying with FCC requirements for Class A or Class B digital devices In that event your right to use the equipment may be limited by FCC regulations and you may be required to correct any interference to radio or television communications at your own expense You can determine whether your equipment ...

Page 3: ...cket PIX ProConnect ScriptShare SMARTnet StackWise The Fastest Way to Increase Your Internet Quotient and TransPath are registered trademarks of Cisco Systems Inc and or its affiliates in the United States and certain other countries All other trademarks mentioned in this document or Website are the property of their respective owners The use of the word partner does not imply a partnership relati...

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Page 5: ...Phone 3911 1 2 What Networking Protocols Are Used 1 3 What Features are Supported on the Cisco Unified SIP Phone 3911 1 7 Feature Overview 1 7 Configuring Telephony Features 1 8 Configuring Network Parameters Using the Cisco Unified IP Phone 1 8 Providing Users with Feature Information 1 9 Understanding Security Features for Cisco Unified SIP Phone 3911 1 9 Overview of Configuring and Installing C...

Page 6: ... 4 Power Outage 2 5 Obtaining Additional Information about Power 2 5 Understanding Phone Configuration Files 2 6 SIP Dial Rules 2 7 Understanding the Phone Startup Process 2 7 Adding Phones to the Cisco Unified Communications Manager Database 2 9 Adding Phones with Auto Registration 2 10 Adding Phones with Cisco Unified Communications Manager Administration 2 11 Adding Phones with BAT 2 12 Determi...

Page 7: ... Configuration Menus on the Cisco Unified IP Phone 4 3 Configuring User Preference 4 3 Configuring Network Settings 4 3 Cisco Unified Communications Manager Options 4 7 SIP Configuration Menu 4 8 Additional Configurations for the Cisco Unified SIP Phone 3911 4 9 Configuring a SIP Phone Dial Plan 4 9 Enabling the Cisco Unified SIP Phone 3911 to Use DTMF 4 9 C H A P T E R 5 Configuring Features and ...

Page 8: ...ying Cisco Unified Communications Manager Settings 7 5 Cisco Unified Communications Manager and TFTP Services Are Not Running 7 6 Creating a New Configuration File 7 6 Symptom Cisco Unified IP Phone Unable to Obtain IP Address 7 8 Cisco Unified IP Phone Resets Unexpectedly 7 8 Verifying Physical Connection 7 9 Identifying Intermittent Network Outages 7 9 Verifying DHCP Settings 7 9 Checking Static...

Page 9: ...ort for the Cisco Unified IP Phone A 1 How Users Get Copies of Cisco Unified IP Phone Manuals A 2 How Users Access a Voice Messaging System A 2 A P P E N D I X B Supporting International Users B 1 Installing the Cisco Unified Communications Manager Locale Installer B 1 A P P E N D I X C Technical Specifications C 1 Physical and Operating Environment Specifications C 1 Network Port Pinouts C 2 I N ...

Page 10: ...Contents viii Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager OL 14029 01 ...

Page 11: ...rm in Cisco Unified Communications Manager formerly Cisco Unified CallManager or other network devices Audience Network engineers system administrators or telecom engineers should review this guide to learn the steps required to properly set up the Cisco Unified SIP Phone 3911 on the network The tasks described are considered to be administration level tasks and are not intended for end users of t...

Page 12: ...sco Unified IP Phone Describes how to properly and safely install and configure the Cisco Unified IP Phone on your network Chapter 4 Configuring Settings on the Cisco Unified IP Phone Describes how to configure network settings verify status and make global changes to the Cisco Unified IP Phone Chapter 5 Configuring Features and Users Provides an overview of procedures for configuring telephony fe...

Page 13: ...cations Manager Related publications are available at the following URL http www cisco com en US products sw voicesw ps556 tsd_products_support_ series_home html Cisco Unified Communications Manager Business Edition Related publications are available at the following URL http www cisco com en US products ps7273 tsd_products_support_series_ho me html Appendix A Providing Information to Users Via a ...

Page 14: ... Commands and keywords are in boldface italic font Arguments for which you supply values are in italics Elements in square brackets are optional x y z Alternative keywords are grouped in braces and separated by vertical bars x y z Optional alternative keywords are grouped in brackets and separated by vertical bars string A nonquoted set of characters Do not use quotation marks around the string or...

Page 15: ...rences to material not covered in the publication Caution Means reader be careful In this situation you might do something that could result in equipment damage or loss of data Warning Means danger You are in a situation that could cause bodily injury Before you work on any equipment be aware of the hazards involved with electrical circuitry and be familiar with standard practices for preventing a...

Page 16: ...Preface Document Conventions xiv Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager OL 14029 01 ...

Page 17: ...RFC 3264 RFC 3311 RFC 3515 and RFC 3891 An IP Phone like other network devices must be configured and managed These phones support G 711a G 711u G 729 decode only and G 729a This manual describes the Cisco Unified SIP Phone 3911 This chapter includes the following topics Understanding the Cisco Unified SIP Phone 3911 page 1 2 What Networking Protocols Are Used page 1 3 What Features are Supported ...

Page 18: ...uide for Cisco Unified Communications Manager OL 14029 01 Understanding the Cisco Unified SIP Phone 3911 Figure 1 1 shows the main components of the Cisco Unified SIP Phone 3911 Figure 1 1 Cisco Unified SIP Phone 3911 Cisco SIP Phone 3911 3 DEF 6 MNO 9 WXYZ 2 ABC 5 JKL 8 TUV 0 1 4 GHI 7 PQRS 1 2 3 4 5 11 12 13 14 15 16 17 6 7 8 9 10 184399 CISCO 1 ...

Page 19: ...et 9 Speaker Button 1 3 Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager OL 14029 01 Chapter 1 An Overview of the Cisco Unified IP Phone What Networking Protocols Are Used What Networking Protocols Are Used Cisco Unified IP Phones support several industry standard and Cisco networking protocols required for voice communication Table 1 1 provides an overvie...

Page 20: ...information with the Cisco Catalyst switch Dynamic Host Configuration Protocol DHCP DHCP dynamically allocates and assigns an IP address to network devices DHCP enables you to connect an IP phone into the network and have it become operational without you needing to manually assign an IP address or configure additional required network parameters DHCP is enabled by default If disabled you must man...

Page 21: ... Communications Manager Administration the Cisco Unified IP phones will get the date and time from an NTP server Real Time Transport RTP RTP is a standard protocol for transporting real time data such as interactive voice and video over data networks Cisco Unified IP Phones use the RTP protocol to send and receive real time voice traffic from other phones and gateways Session Description Protocol ...

Page 22: ...ny network Signaling allows call information to be carried across network boundaries Session management provides the ability to control the attributes of an end to end call Transmission Control Protocol TCP TCP is a connection oriented transport protocol Trivial File Transfer Protocol TFTP TFTP allows you to transfer files over the network On the Cisco Unified IP Phone TFTP enables you to obtain a...

Page 23: ...ed dialing and voice messaging system access Cisco Unified IP phones also provide a variety of other features For an overview of the telephony features that the Cisco Unified IP Phone supports and for tips on configuring them see the Telephony Features Available for the Cisco Unified IP Phone section on page 5 1 As with other network devices you must configure Cisco Unified SIP Phone 3911 so that ...

Page 24: ...d refer to the Cisco Unified Communications Manager documentation for additional information For more information about the Cisco Unified Communications Manager Administration application refer to Cisco Unified Communications Manager documentation including Cisco Unified Communications Manager Administration Guide You can also use the context sensitive help available within the application for gui...

Page 25: ...ified IP Phone users in your network or company To ensure that you distribute the most current feature and procedural information familiarize yourself with Cisco Unified IP Phone documentation Make sure to visit the Cisco Unified IP Phone web site http www cisco com en US products hw phones ps379 tsd_products_support_s eries_home htm From this site you can view access various user guides In additi...

Page 26: ...m Guide After you have set up the IP telephony system and configured system wide features in Cisco Unified Communications Manager you can add IP phones to the system The following topics provide an overview of procedures for adding Cisco Unified IP Phones to your network Configuring Cisco Unified IP Phones in Cisco Unified Communications Manager page 1 10 Installing Cisco Unified IP Phones page 1 ...

Page 27: ... to guide you through the phone configuration process Some tasks are optional depending on your system and user needs For detailed procedures and information refer to the sources in the list Table 1 2 Checklist for Configuring the Cisco Unified SIP Phone 3911 in Cisco Unified Communications Manager Task Purpose For More Information 1 Gather the following information about the phone Phone Model MAC...

Page 28: ... number Partition Multiple Calls and Call Waiting Call Forwarding Voice Messaging if used Adds a directory number and features that are associ ated with a directory number to the phone Refer to Cisco Unified Com munications Manager Admin istration Guide Cisco Unified IP Phone Con figuration chapter Directory Number Configu ration chapter or Creating a Cisco Unity Voice Mailbox section See the Tele...

Page 29: ...successful call completion on systems that require digits to be sent one at a time Refer to Cisco Unified Com munications Manager Admin istration Guide SIP Dial Rules Configura tion chapter See the Configuring a SIP Phone Dial Plan section on page 4 9 7 Configure the system to support the use of DTMF on the Cisco Unified SIP Phone 3911 optional Provide users access to voice messaging systems or to...

Page 30: ...s Manager To finish installing the phone configure the network settings on the phone depending on whether you enable or disable DHCP service If you used auto registration you need to update the specific configuration information for the phone such as associating the phone with a user changing the button table or directory number Checklist for Installing the Cisco Unified IP Phone Table 1 3 provide...

Page 31: ...ne Enter the subnet mask Enter the IP address for the default router Enter the IP addresses for DNS Server 1 and DNS Server 2 Enter the domain name where the phone resides Enter the Cisco Unified Communications Manager IP address for TFTP Server Using DHCP The IP address is automatically assigned and the Cisco Unified IP Phone is directed to a TFTP Server Note Consult with the network administrato...

Page 32: ...d features work correctly Refer to the Cisco Unified SIP Phone 3911 Phone Guide for Cisco Unified Communications Manager 6 Provide information to end users about how to use their phones and how to configure their phone options Ensures that users have adequate information to suc cessfully use their Cisco Unified IP Phones See Appendix A Provid ing Information to Users Via a Website Table 1 3 Checkl...

Page 33: ...and switches It also describes options for powering phones For related information about voice and IP communications refer to this URL http www cisco com en US partner products sw voicesw index html This chapter provides an overview of the interaction between the Cisco Unified IP Phone and other key components of the Voice over IP VoIP network It includes the following topics Understanding How the...

Page 34: ... up and tears down calls between phones integrating traditional PBX functionality with the corporate IP network Cisco Unified Communications Manager manages the components of the IP telephony system the phones the access gateways and the resources necessary for such features as call conferencing and route planning Cisco Unified Communications Manager also provides Firmware for phones Authenticatio...

Page 35: ... the Cisco Unified IP Phone The Cisco Unified SIP Phone 3911 can be powered with external power or with Power over Ethernet PoE External power is provided through a separate power supply PoE is provided by a switch through the Ethernet cable attached to a phone Note When you install a phone that is powered with external power connect the power supply to the phone and to a power outlet before you c...

Page 36: ...The Cisco Unified IP Phones support IEEE 802 3af compliant inline power The inline power patch panel WS PWR PANEL is compatible with the Cisco Unified IP Phones To ensure uninterruptible operation of the phone make sure that the switch has a backup power supply Make sure that the CatOS or IOS version running on your switch supports your intended phone deployment Refer to the documentation for your...

Page 37: ...ailure or disruption you may need to reset or reconfigure equipment before using the Service or Emergency Calling Service dialing Obtaining Additional Information about Power For related information about power refer to the documents shown in Table 2 2 These documents provide information about the following topics Cisco switches that work with the Cisco Unified SIP Phone 3911 The Cisco Unified IOS...

Page 38: ...ts to access the SEP MAC cnf xml file If this file does not exist then it will look for the XMLDefault cnf xml from the TFTP server when the following conditions exist You have enabled auto registration in Cisco Unified Communications Manager The phone has not been added to the Cisco Unified Communications Manager Database The phone is registering for the first time If auto registration is not ena...

Page 39: ...er Administration Guide Understanding the Phone Startup Process When connecting to the VoIP network the Cisco Unified IP Phone go through a standard startup process that is described in Table 2 3 Depending on your specific network configuration some of these steps may not occur on your Cisco Unified IP Phone Table 2 3 Cisco Unified IP Phone Startup Process Step Description Related Topics 1 Obtaini...

Page 40: ...static IP addresses to each phone locally Configuration Menus on the Cisco Unified IP Phone page 4 3 Resolving Startup Problems page 7 1 5 Accessing a TFTP Server In addition to assigning an IP address the DHCP server directs the Cisco Unified IP Phone to a TFTP Server If the phone has a statically defined IP address you must enter information about the TFTP server locally on the phone the phone t...

Page 41: ... IP Phone communicates with Cisco Unified Communications Manager and provides a phone with its load ID After obtaining the file from the TFTP server the phone attempts to make a connection to the highest priority Cisco Unified Communications Manager on the list If the phone was manually added to the data base Cisco Unified Communications Manager identifies the phone If the phone was not manually a...

Page 42: ...quires auto registration and the Bulk Administration Tool BAT updates the Cisco Unified Communi cations Manager database with the MAC address and DNs for the device when user calls TAPS from the phone Using the Cisco Unified Communi cations Manager Administration Yes Requires phones to be added individ ually Using BAT Yes Allows for simultaneous registration of multiple phones Adding Phones with A...

Page 43: ...function To auto register SIP phones you must set the Auto Registration Phone Protocol parameter in Cisco Unified Communications Manager Administration to SIP Refer to Cisco Unified Communications Manager Bulk Administration Guide for detailed instructions about BAT and about TAPS Adding Phones with Cisco Unified Communications Manager Administration You can add phones individually to the Cisco Un...

Page 44: ...MAC address for each phone For information about determining a MAC address see the Determining the MAC Address for a Cisco Unified IP Phone section on page 2 12 For detailed instructions about using BAT refer to Cisco Unified Communications Manager Administration Guide and to Cisco Unified Communications Manager Bulk Administration Guide Related Topics Adding Phones with Auto Registration page 2 1...

Page 45: ...3 6 Mounting the Phone to the Wall page 3 9 Verifying the Phone Startup Process page 3 10 Configuring Startup Network Settings page 3 11 Note Before you install a Cisco Unified IP phone you must decide how to configure the phone in your network Then you can install the phone and verify its functionality For more information see Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Netw...

Page 46: ...ger Configuration The Cisco Unified IP Phone requires Cisco Unified Communications Manager to handle call processing Refer to Cisco Unified Communications Manager Administration Guide or context sensitive help in the Cisco Unified Communications Manager application to ensure that Cisco Unified Communications Manager is set up properly to manage the phone and to properly route and process calls If ...

Page 47: ...y trained and qualified personnel should be allowed to install replace or service this equipment Warning Ultimate disposal of this product should be handled according to all national laws and regulations Warning Do not work on the system or connect or disconnect cables during periods of lightning activity Warning Installation of the equipment must comply with local and national electrical codes Wa...

Page 48: ...the phone Warning This product relies on the building s installation for short circuit overcurrent protection Ensure that a fuse or circuit breaker no larger than 120 VAC 15 A U S 240 VAC 10 A international is used on the phase conductors all current carrying conductors Warning The device is designed to work with TN power systems Warning The plug socket combination must be accessible at all times ...

Page 49: ...se with the Cisco Unified IP Phones Cisco does not certify or support products from headset or handset vendors Because of the inherent environmental and hardware inconsistencies in the locations where Cisco Unified IP Phones are deployed there is not a single best solution that is optimal for all environments Cisco recommends that customers test the headsets that work best in their environment bef...

Page 50: ...headset must sound good to the user and the party on the far end Sound is subjective and Cisco cannot guarantee the performance of any headsets or handsets but some of the headsets and handsets on the sites listed below have been reported to perform well on Cisco Unified IP Phones Nevertheless it is ultimately still the customer s responsibility to test this equipment in their own environment to d...

Page 51: ... the Cisco Unified IP Phone section on page 2 3 for guidelines 3 Connect a Category 3 or 5 straight through Ethernet cable from the switch to the network port See the Network Port section on page 3 5 for guidelines 3 7 Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager OL 14029 01 Chapter 3 Setting Up the Cisco Unified IP Phone Installing the Cisco Unified I...

Page 52: ...co Unified SIP Phone 3911 Cable Connections 2 3 5 6 4 1 185070 1 Network port 10 100 SW for connecting to the network 4 Power supply with AC plug Optional Required only if power is not supplied through an Ethernet connection 2 RJ 9 Handset port for connecting the handset 5 Power cable with wall socket plug for connecting to power 3 DC adaptor port DC48V for phones not provided with inline power 6 ...

Page 53: ...nd parts Screwdriver Screws to secure the Cisco Unified IP phone to the wall Before You Begin To ensure that the handset attaches securely to a wall mounted phone remove the handset wall hook from the handset rest rotate the hook 180 degrees and reinsert the hook Turning the hook exposes a lip on which the handset catches when the phone is vertical For an illustrated procedure refer to Installing ...

Page 54: ...tartup process by cycling through these following steps 1 These buttons lights up Voice Message Light Indicator Line Light Indicator Conference button MWI button Speaker button Mute button 2 The LCD screen displays the Cisco logo 3 The LCD screen displays a series of messages that inform you of various activities that the phone performs as it starts up If the phone upgrades its firmware as part of...

Page 55: ...onfiguring Startup Network Settings If you are not using DHCP in your network you must configure these network settings on the Cisco Unified IP Phone after installing the phone on the network IP address IP subnet mask Default gateway IP address Domain name DNS server IP address TFTP server IP address Collect this information and see Chapter 4 Configuring Settings on the Cisco Unified IP Phone ...

Page 56: ...Chapter 3 Setting Up the Cisco Unified IP Phone Configuring Startup Network Settings 3 12 Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager OL 14029 01 ...

Page 57: ...the phone This chapter includes the following topics Editing Values page 4 1 Unlocking and Locking Options page 4 2 Configuring Network Settings page 4 3 SIP Configuration Menu page 4 8 Additional Configurations for the Cisco Unified SIP Phone 3911 page 4 9 Editing Values When you edit the value of an option setting on a configuration menu or enter a password follow these guidelines Use the keys o...

Page 58: ...cel key Once you have completed your entry press the OK button Note The Cisco Unified IP Phone provides several methods that you can use to reset or restore option settings if necessary For more information see the Resetting or Restoring the Cisco Unified IP Phone section on page 7 15 Related Topics Editing Values page 4 1 Configuring Network Settings page 4 3 SIP Configuration Menu page 4 8 Unloc...

Page 59: ...ations Manager users can configure their phone settings in the User Preferences menu For more information see the Cisco Unified SIP Phone 3911 Phone Guide for Cisco Unified Communications Manager 6 0 and 5 1 Configuring Network Settings To display or modify current configuration settings perform these steps Procedure Step 1 Press the OK button Step 2 Choose Settings Step 3 Choose Network Configura...

Page 60: ...om the DHCP server Domain Name Name of the Domain Name System DNS domain in which the phone resides When DNS is enabled the Domain name is assigned by the DHCP server IP Address Unique Internet Protocol IP Address for the phone When DHCP is enabled the IP Address is assigned by the DHCP server When DHCP is disabled you must configure the IP address If you assign an IP address with this option you ...

Page 61: ...ember If the phone has not received an auxiliary VLAN this parameter indicates the Administrative VLAN If neither the auxiliary VLAN nor the Administrative VLAN are configured this parameter is blank The phone obtains its Operational VLAN ID via Cisco Discovery Protocol CDP from the switch to which the phone is attached To assign a VLAN ID manually use the Admin VLAN Admin VLAN ID Auxiliary VLAN i...

Page 62: ... DNS server1 DNS Server 2 Domain Name TFTP Server DHCP DHCP Address Released Releases the IP address assigned by DHCP Press the Yes button to release the IP address assigned by the DHCP server CallManager 1 CallManager 2 CallManager 3 CallManager 4 CallManager 5 Cisco Unified Communications Manager servers that are available for processing calls from this phone in prioritized order For more inform...

Page 63: ... the current server becomes unavailable Blank No current connection to this Cisco Unified Communications Manager server An option may also include using CallManager 4 and CallManager 5 as one of these designations SRST Indicates Survivable Remote Site Telephony SRST designation which indicates an SRST router capable of providing Cisco Unified Communications Manager functionality with a limited fea...

Page 64: ... Menu The SIP Configuration menu displays information that relates to the configurable parameters for the line and SIP parameters on the phone Note These are read only parameters and cannot be edited on the phone Table 4 2 SIP Configuration Menu Options Parameters Description Number Displays the directory number that is assigned to the line when the phone registered Name Displays the user name tha...

Page 65: ...igits to be collected locally on the phone prior to sending to Cisco Unified Communications Manager Cisco Unified SIP Phone 3911 does not support KPML To ensure successful call completion you must use the 7940_7960_OTHER dial rules pattern to configure a SIP phone dial plan and to associate the plan with the Cisco Unified SIP Phone 3911 Enabling the Cisco Unified SIP Phone 3911 to Use DTMF To acce...

Page 66: ...SIP Phone 3911 4 10 Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager OL 14029 01 Tip You can monitor MTP resources by using the alert window in RTMT Tip Use Cisco Unified Communications Manager Bulk Administration BAT when you have a large number of phones to configure ...

Page 67: ...for these procedures You configure most telephony features on the phone itself For additional information refer to Cisco Unified SIP Phone 3911 User Guide This chapter includes following topics Telephony Features Available for the Cisco Unified IP Phone page 5 1 Adding Users to Cisco Unified Communications Manager page 5 5 Telephony Features Available for the Cisco Unified IP Phone After you add C...

Page 68: ...orward All Forwards all calls sent to the phone to the number specified Requires no configuration Users forward their calls by entering the target number Call Hold Ringback When you complete a call while another call is on hold causes the phone to ring as a notification that a call is on hold For more information refer to Cisco Unified Communications Manager Administration Guide SIP Profile Config...

Page 69: ...g Indicator Refers to the light or lamp on the phone that blinks or glows to indicate an incoming call or new voice message For more information refer to Cisco Unified Communica tions Manager Administration Guide Message Waiting Configuration chapter Cisco Unified Communica tions Manager System Guide Voice Mail Connectivity to Cisco Unified Communica tions Manager chapter Personal Directory Allows...

Page 70: ... phone picks up the call but the phone cannot perform any of the other functions that are associated with the shared line feature Speed Dial Allows a user to access a menu with a list of up to 4 speed dialed numbers For more information refer to Cisco Unified SIP Phone 3911 Phone Guide for Cisco Unified Communications Manager Stutter Msg Waiting Indicates whether a user hears a stutter tone when t...

Page 71: ...nified Communications Manager using either of these methods To add users individually choose User Management End User from Cisco Unified Communications Manager Administration Refer to Cisco Unified Communications Manager Administration Guide for more information about adding users Refer to Cisco Unified Communications Manager System Guide for details about user information To add users in batches ...

Page 72: ...Chapter 5 Configuring Features and Users Adding Users to Cisco Unified Communications Manager 5 6 Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager OL 14029 01 ...

Page 73: ...mance of the phone Firmware Versions Screen page 6 2 displays information about the firmware that is running on the phone You access these screens from the Status menu on the phone You can use the information on these screens to monitor the operation of a phone and to assist with troubleshooting For more information about troubleshooting see Chapter 7 Troubleshooting and Maintenance Network Statis...

Page 74: ...ancel key Table 6 1 Network Statistics Message Components Message Component Description Rx Frames Number of packets received by the phone Tx Frames Number of packets transmitted by the phone Firmware Versions Screen The Firmware Versions screen displays information about the firmware that is running on the phone Table 6 2 explains the information that is displayed on this screen To display the Fir...

Page 75: ...ning on the phone Boot Load ID Identifies the factory installed load running on the phone DSP Load ID Identifies the Digital Signal Processor DSP software version used 6 3 Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager OL 14029 01 Chapter 6 Viewing Status Statistics and Firmware Information on the Cisco Unified IP Phone Firmware Versions Screen ...

Page 76: ...Viewing Status Statistics and Firmware Information on the Cisco Unified IP Phone Firmware Versions Screen 6 4 Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager OL 14029 01 ...

Page 77: ...up Problems page 7 1 Cisco Unified IP Phone Resets Unexpectedly page 7 8 General Troubleshooting Tips for the Cisco Unified IP Phone page 7 12 Resetting or Restoring the Cisco Unified IP Phone page 7 15 Where to Go for More Troubleshooting Information page 7 16 Cleaning the Cisco Unified IP Phone page 7 16 Resolving Startup Problems After installing a Cisco Unified IP Phone into your network and a...

Page 78: ...t the network port is functional Exchange the Ethernet cables with cables that you know are functional Disconnect a functioning Cisco Unified IP Phone from another port and connect it to this network port to verify the port is active Connect the Cisco Unified IP Phone that will not start up to a different port that is known to be good Connect the Cisco Unified IP Phone that will not start up direc...

Page 79: ...ne is unable to start up properly Identifying Error Messages page 7 3 Registering the Phone with Cisco Unified Communications Manager page 7 4 Checking Network Connectivity page 7 4 Verifying TFTP Server Settings page 7 4 Verifying IP Addressing and Routing page 7 5 Verifying DNS Settings page 7 5 Verifying Cisco Unified Communications Manager Settings page 7 5 Cisco Unified Communications Manager...

Page 80: ...n about determining a MAC address see the Determining the MAC Address for a Cisco Unified IP Phone section on page 2 12 If the phone is already in the Cisco Unified Communications Manager database its configuration file may be damaged See the Creating a New Configuration File section on page 7 6 for assistance Checking Network Connectivity If the network is down between the phone and the TFTP serv...

Page 81: ...s If you are using DHCP check the IP addresses distributed by your DHCP server Refer to Understanding and Troubleshooting DHCP in Catalyst Switch or Enterprise Networks available at this URL http www cisco com warp customer 473 100 html 41 Verifying DNS Settings If you are using DNS to refer to the TFTP server or to Cisco Unified Communications Manager you must ensure that you have specified a DNS...

Page 82: ...e follow these steps Procedure Step 1 From Cisco Unified Communications Manager Administration choose Serviceability from the Navigation drop down list Step 2 Choose Tools Control Center Network Services Step 3 Choose the primary Cisco Unified Communications Manager server from the Server drop down list The page displays the service names for the server that you chose the status of the services an...

Page 83: ...pply before unplugging the upstream Ethernet cable could result in a service interruption on the network If the phone receives inline power unplug the cable from the Network port on the phone and then plug it back in Note When you remove a phone from the Cisco Unified Communications Manager database its configuration file is deleted from the Cisco Unified Communications Manager TFTP server The pho...

Page 84: ...ed has access to the DHCP server and make sure that the switch port is enabled Cisco Unified IP Phone Resets Unexpectedly If users report that their phones are resetting during calls or while idle on their desk you should investigate the cause If the network connection and Cisco Unified Communications Manager connection are stable a Cisco Unified IP Phone should not reset on its own Typically a ph...

Page 85: ...apture lost packets Rather than retransmitting a lost network connection the phone resets and attempts to reconnect its network connection If you are experiencing problems with the voice network you should investigate whether an existing problem is simply being exposed Verifying DHCP Settings The following suggestions can help you determine if the phone has been properly configured to use DHCP 1 V...

Page 86: ...u do not have a voice VLAN configured Isolating the phones on a separate auxiliary VLAN increases the quality of the voice traffic Verifying that the Phones Have Not Been Intentionally Reset If you are not the only administrator with access to Cisco Unified Communications Manager you should verify that no one else has intentionally reset the phones You can check whether your phone received a comma...

Page 87: ... the same default router setting used for other functioning Cisco Unified IP Phones c Assign a TFTP server See the Configuring Network Settings section on page 4 3 for instructions Use the same TFTP server used for other functioning Cisco Unified IP Phones Step 3 On the Cisco Unified Communications Manager server verify that the local host files have the correct Cisco Unified Communications Manage...

Page 88: ...erruption on the network If the phone receives inline power unplug the cable from the Network port on the phone and then plug it back in General Troubleshooting Tips for the Cisco Unified IP Phone Table 7 1 provides general troubleshooting information for the Cisco Unified IP Phone Table 7 1 Cisco Unified IP Phone Troubleshooting Summary Explanation Poor quality when calling digital cell phones us...

Page 89: ... the cable Changing the telephone configuration By default the network configuration options are locked to prevent users from making changes that could impact their network connectivity You must unlock the network configuration options before you can configure them See the Unlocking and Locking Options section on page 4 2 for details Phone resetting The phone resets when it loses contact with the ...

Page 90: ...he Speaker button on the phone to answer a call If you can answer a call and if you hear a dial tone signaling is working properly Checking the handset cradle clip Cisco Unified IP Phones are designed with a reversible handset clip in the cradle This clip is used with the plastic tab protruding out when the phone is in a vertical wall mounted position The position of the tab can interfere with the...

Page 91: ...the LAN cable connected to the phone is positioned properly The LAN cable should pass out of the side of the phone between the base and the footstand If you are using a cable such as Cat 5E or Cat 6 with a larger diameter than the cable that was packaged with your phone the cable may cause the phone to tilt forward and force it off hook Use a smaller LAN cable to eliminate this problem Loopback co...

Page 92: ...asic reset press the OK button follow by Where to Go for More Troubleshooting Information If you have additional questions about troubleshooting the Cisco Unified IP Phones several Cisco com web sites can provide you with more tips Choose from the sites available for your access level Cisco Unified IP Phone Troubleshooting Resources http www cisco com en US products hw phones ps379 tsd_products_ s...

Page 93: ...ion about their Cisco Unified IP Phones Consider including the following types of information on this site How Users Obtain Support for the Cisco Unified IP Phone page A 1 How Users Get Copies of Cisco Unified IP Phone Manuals page A 2 How Users Access a Voice Messaging System page A 2 How Users Obtain Support for the Cisco Unified IP Phone To successfully use some of the features on the Cisco Uni...

Page 94: ...titled Cisco Unified Communications Manager Design Installation and Operation Guides which is distributed with Cisco Unified Communications Manager releases For a list of available documentation for Cisco Unified IP Phones go to this URL http www cisco com en US products hw phones ps379 tsd_products_support_s eries_home html For a list of available documentation for Cisco Unified Communications Ma...

Page 95: ...ve used Cisco Unified Communications Manager to configure the Messages button on the Cisco Unified IP Phone Initial password for accessing the voice messaging system Make sure that you have configured a default voice messaging system password for all users How the phone indicates that voice messages are waiting Make sure that you have used Cisco Unified Communications Manager to set up a message w...

Page 96: ...ppendix A Providing Information to Users Via a Website How Users Access a Voice Messaging System A 4 Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager OL 14029 01 ...

Page 97: ...ale Installer If you are using Cisco Unified IP Phones in a locale other than English you must install the locale specific version of the Cisco Unified Communications Manager Locale Installer on every Cisco Unified Communications Manager server in the cluster Installing the locale installer ensures that you have the latest translated text user and network locales and country specific phone tones a...

Page 98: ... Cisco Unified Communications Manager Locale Installer B 2 Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager OL 14029 01 Note All languages may not be immediately available so continue to check the website for updates ...

Page 99: ... Specifications page C 1 Network Port Pinouts page C 2 Network Port Pinouts page C 2 Physical and Operating Environment Specifications Table C 1 shows the physical and operating environment specifications for the Cisco Unified SIP Phone 3911 Table C 1 Physical and Operating Specifications Specification Value or Range Operating temperature 23 to 104 F 5 to 40 C Operating relative humidity 90 5 Stor...

Page 100: ...3 RD 4 Not used 5 Not used 6 RD 7 Not used 8 Not used Power 100 240 VAC 50 60 Hz 0 5 A when using the AC adapter 48 VDC 0 2 A when using the in line power over the network cable Cables One 2 pair of Category 3 for 10 Mbps cables or One 2 pair of Category 5 for 100 Mbps cables RJ 9 jack 4 conductor for handset and headset connection RJ 45 jack for the LAN 10 100BaseT connection 48 volt power connec...

Page 101: ...ing settings 7 5 Cisco Unified Communications Manager Administration adding phones using 2 11 configuring Cisco Unified SIP Phone 3911 4 9 Cisco Unified Communications Manager required for Cisco Unified IP Phones 3 2 Cisco Unified IP Phone adding manually to Cisco Unified Communications Manager 2 11 adding to Cisco Unified Communications Manager 2 9 cleaning 7 16 configuration checklist 1 11 insta...

Page 102: ...dress Released option 4 6 DHCP Enabled option 4 6 directory numbers assigning manually 2 11 DNS server troubleshooting 7 11 verifying settings 7 5 DNS Server 1 5 option 4 5 documentation additional I xi for users A 2 Domain Name option 4 4 Dynamic Host Configuration Protocol See DHCP Dynamic TFTP Server option 4 4 E editing configuration values 4 1 Erase Configuration option 4 6 error messages use...

Page 103: ...6 interference cell phone 1 1 Internet Protocol IP 1 5 IP address troubleshooting 7 5 IP Address option 4 4 K KPML 4 9 L Locale Installer B 1 localization Installing the Cisco Unified Communications Manager Locale Installer B 1 loopback condition 7 15 M MAC address 2 12 MAC Address option 4 4 N network configuration resetting 4 6 7 16 Network Configuration menu CallManager 1 5 option 4 6 4 7 Defau...

Page 104: ...orking protocols supported 1 3 network outages identifying 7 9 network port connecting to 3 7 network requirements for installing 3 2 network settings startup configuration 3 11 network statistics 6 1 Network Statistics screen 6 1 P physical connection verifying 7 9 plugging in Cisco Unified IP Phone 3 6 PoE 2 3 power external 2 4 guidelines 2 3 outage 2 5 PoE 2 3 2 4 providing to phone 2 3 power ...

Page 105: ...tistics network 6 1 Subnet Mask option 4 4 switch loopback condition 7 15 T TCP 1 6 technical specifications for Cisco Unified IP Phone C 1 telephony features caller ID blocking 5 2 call forward all 5 2 call waiting 5 2 conference 5 2 redial 5 3 shared line 5 4 speed dial lines 5 4 transfer 5 4 TFTP description 1 6 troubleshooting 7 4 TFTP Server 1 option 4 4 time displayed on phone 3 2 transfer 5...

Page 106: ... Unified Communications Manager 7 6 sound sample mismatch 7 14 TFTP settings 7 4 VLAN configuration 7 10 voice quality 7 12 U UDP 1 6 User Datagram Protocol See UDP users accessing voice messaging system A 2 documentation for A 2 providing support to A 1 required information A 1 V verifying firmware version 6 2 startup process 3 10 VLAN verifying 7 10 voice messaging system accessing A 2 W wall mo...

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