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Cisco 6941 - Unified IP Phone Slimline VoIP, Administration Manual

The Cisco 6941 - Unified IP Phone Slimline VoIP is a cutting-edge communication device offering exceptional call quality. Explore its various features with ease by downloading the comprehensive User Manual from our website for free. Find all the necessary instructions and guidance to maximize the potential of this product at manualshive.com.

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Cisco Unified IP Phone 6921, 6941, 6945, 
and 6961 Administration Guide for Cisco 
Unified Communications Manager 8.6 
(SCCP and SIP)

Text Part Number: OL-24567-01

Summary of Contents for 6941 - Unified IP Phone Slimline VoIP

Page 1: ...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 IP Phone 6921 6941 6945 and 6961 Administration Guide for Cisco Unified Communications Manager 8 6 SCCP and SIP Text Part Number OL 24567 01 ...

Page 2: ...levision or radio That is make certain the equipment and the television or radio are on circuits controlled by different circuit breakers or fuses Modifications to this product not authorized by Cisco Systems Inc could void the FCC approval and negate your authority to operate the product The Cisco implementation of TCP header compression is an adaptation of a program developed by the University o...

Page 3: ...ing Users with Feature Information 1 14 Understanding Security Features for Cisco Unified IP Phones 1 14 Overview of Supported Security Features 1 16 Understanding Security Profiles 1 18 Identifying Encrypted Phone Calls 1 18 Supporting 802 1X Authentication on Cisco Unified IP Phones 1 21 Security Restrictions 1 22 Reducing Power Consumption on the Cisco Unified IP Phone 6921 6941 6945 and 6961 1...

Page 4: ...isco Unified IP Phones with Different Protocols 2 11 Converting a New Phone from SCCP to SIP 2 11 Converting an In Use Phone from One Protocol to the Other Protocol 2 12 Deploying a Phone in an SCCP and SIP Environment 2 12 Determining the MAC Address for a Cisco Unified IP Phone 2 13 C H A P T E R 3 Setting Up the Cisco Unified IP Phone 3 1 Before You Begin 3 1 Network Requirements 3 1 Cisco Unif...

Page 5: ...s 5 18 Configuring Corporate Directories 5 18 Configuring Personal Directory 5 18 Modifying Phone Button Templates 5 19 Modifying a Phone Button Template for Personal Address Book or Speed Dials 5 19 Configuring Softkey Templates 5 21 Setting Up Services 5 23 Adding Users to Cisco Unified Communications Manager 5 23 Managing the User Options Web Pages 5 24 Giving Users Access to the User Options W...

Page 6: ...k Setup 8 4 Network Statistics 8 8 Device Logs 8 10 Streaming Statistics 8 10 C H A P T E R 9 Troubleshooting and Maintenance 9 1 Resolving Startup Problems 9 1 Symptom The Cisco Unified IP Phone Does Not Go Through its Normal Startup Process 9 2 Symptom The Cisco Unified IP Phone Does Not Register with Cisco Unified Communications Manager 9 2 Symptom Cisco Unified IP Phone Unable to Obtain IP Add...

Page 7: ...System A 2 How Users Configure Personal Directory Entries A 3 Installing and Configuring the Cisco Unified IP Phone Address Book Synchronizer A 3 A P P E N D I X B Supporting International Users B 1 Installing the Cisco Unified CM Locale Installer B 1 Support for International Call Logging B 1 A P P E N D I X C Technical Specifications C 1 Physical and Operating Environment Specifications C 1 Cabl...

Page 8: ... N D I X F Cisco Unified IP Phone Non Lockable Wall Mount F 1 ADA Non Lockable Wall Mount Kit for 6900 Series F 1 Components F 2 Before You Begin F 3 Install Non Lockable Wall Mount Kit for Phone F 3 Remove Phone from Non Lockable Wall Mount F 6 A P P E N D I X G Feature Support by Protocol for the Cisco Unified IP Phone 6921 6941 6945 and 6961 G 1 I N D E X ...

Page 9: ...o learn the steps required to properly set up the Cisco Unified IP Phone on the network The tasks described are administration level tasks and are not intended for end users of the phones Many of the tasks involve configuring network settings and affect the phone s ability to function in the network Because of the close interaction between the Cisco Unified IP Phone and Cisco Unified CM many of th...

Page 10: ...ation status messages network statistics and firmware information from the Cisco Unified IP Phone Chapter 8 Monitoring the Cisco Unified IP Phone Remotely Describes the information that you can obtain from the phone s web page to remotely monitor the operation of a phone and to assist with troubleshooting Chapter 9 Troubleshooting and Maintenance Provides tips for troubleshooting the Cisco Unified...

Page 11: ...verning import export transfer and use Delivery of Cisco cryptographic products does not imply third party authority to import export distribute or use encryption Importers exporters distributors and users are responsible for compliance with U S and local country laws By using this product you agree to comply with applicable laws and regulations If you are unable to comply with U S and local laws ...

Page 12: ...e symbol represents the key labeled Control for example the key combination D in a screen display means hold down the Control key while you press the D key Nonprinting characters such as passwords are in angle brackets Convention Description Warning IMPORTANT SAFETY INSTRUCTIONS This warning symbol means danger You are in a situation that could cause bodily injury Before you work on any equipment ...

Page 13: ... features and services A Cisco Unified IP Phone like other network devices must be configured and managed These phones encode G 711a G 711µ G 729 G 729a G 729ab and iLBC codecs and decode G 711a G 711µ G 729 G 729a G 729ab and iLBC codecs These phones encode and decode the codecs in similar manner This chapter includes the following topics Understanding the Cisco Unified IP Phone 6921 6941 6945 an...

Page 14: ...ble 1 1 describes the buttons on the Cisco Unified IP Phone 6921 2 ABC 1 3 DEF 7 PQRS 4 GHI 5 JKL 6 MNO 8 TUV 9 WXYZ 0 1 2 192525 1 2 13 17 14 15 16 11 12 3 6 4 5 8 9 10 7 Table 1 1 Features on the Cisco Unified IP Phone 6921 1 Handset light strip Indicates an incoming call flashing red or new voice message steady red 2 Phone screen Shows information about your phone such as directory number activ...

Page 15: ...sed services for example a Personal Address Book button Buttons illuminate to indicate status Green steady Active call Green flashing Held call Amber flashing Incoming call or reverting call Red steady Remote line in use shared line Red flashing Remote line on hold 9 Headset button Toggles the headset on or off When the headset is on the button is lit 10 Speakerphone button Toggles the speakerphon...

Page 16: ... and 6945 16 Contacts button Opens closes the Directories and the Subscribed phone services menus Use it to access personal and corporate directories 17 Handset Phone handset Table 1 1 Features on the Cisco Unified IP Phone 6921 continued 192526 1 2 3 13 17 14 15 11 12 4 7 5 8 6 9 10 16 Table 1 2 Features on the Cisco Unified IP Phone 6941 and 6945 1 Handset light strip Indicates an incoming call ...

Page 17: ...e or line status Red flashing Remote line on hold 4 Softkey buttons Enables softkey options displayed on the phone screen 5 Transfer button Transfers a call 6 Conference button Creates a conference call 7 Hold button Places an active call on hold 8 Navigation bar and Select button The Navigation bar allows you to scroll through menus and highlight items When phone is on hook displays phone numbers...

Page 18: ...e off hook and the ringer volume on hook 14 Messages button Auto dials your voice message service varies by service 15 Applications button Opens closes the Applications menu Use it to access call history user preferences phone settings administration settings and phone information 16 Contacts button Opens closes the Directories menu Use it to access personal and corporate directories 17 Handset Ph...

Page 19: ... Phone 6961 2 ABC 1 3 DEF 7 PQRS 4 GHI 5 JKL 6 MNO 8 TUV 9 WXYZ 0 192527 1 2 13 17 14 15 16 11 12 3 8 6 4 7 5 9 10 Table 1 3 Features on the Cisco Unified IP Phone 6961 1 Handset light strip Indicates an incoming call flashing red or new voice message steady red 2 Phone screen Shows information about your phone such as directory number active call and line status softkey options speed dials placed...

Page 20: ...status Green steady Active call or two way intercom call Green flashing Held call Amber steady Privacy in use one way intercom call DND active or logged into Hunt Group Amber flashing Incoming call or reverting call Red steady Remote line in use shared line or line status Red flashing Remote line on hold 9 Headset button Toggles the headset on or off When the headset is on the button is lit 10 Spe...

Page 21: ... Unified IP Phone to discover certain startup information such as its IP address Cisco Audio Session Tunneling CAST The CAST protocol allows IP phones and associated applications behind the phone to discover and communicate with the remote endpoints without requiring changes to the traditional signaling components like Cisco Unified Communications Manager Cisco Unified CM and gateways The Cast pro...

Page 22: ...hrough publicly accessible ports Until the client is authenticated 802 1X access control allows only Extensible Authentication Protocol over LAN EAPOL traffic through the port to which the client is connected After authentication is successful normal traffic can pass through the port The Cisco Unified IP Phone implements the IEEE 802 1X standard by providing support for the following authenticatio...

Page 23: ...ication layer control protocol defined in RFC 3261 that can be used to establish maintain and terminate calls between two or more endpoints Like other VoIP protocols SIP is designed to address the functions of signaling and session management within a packet telephony network Signaling allows call information to be carried across network boundaries Session management provides the ability to contro...

Page 24: ...4 Transport Layer Security TLS TLS is a standard protocol for securing and authenticating communications When security is implemented Cisco Unified IP Phones use the TLS protocol when securely registering with Cisco Unified CM For more information refer to the Cisco Unified Communications Manager Security Guide Trivial File Transfer Protocol TFTP TFTP allows you to transfer files over the network ...

Page 25: ...ion For information about configuring such services see the Join and Direct Transfer Policy section on page 5 17 and the Setting Up Services section on page 5 23 Finally because the Cisco Unified IP Phone is a network device you can obtain detailed status information from it directly This information can assist you with troubleshooting any problems users might encounter when using their IP phones ...

Page 26: ... your company or network and of how to access and customize those features if appropriate For a summary of some of the key information that phone users need their system administrators to provide see Appendix A Providing Information to Users Via a Website Understanding Security Features for Cisco Unified IP Phones Implementing security in the Cisco Unified CM system prevents identity theft of the ...

Page 27: ...nified CM Database section on page 2 8 Security and the phone startup process See the Understanding the Phone Startup Process section on page 2 7 Security and phone configuration files See the Adding Phones to the Cisco Unified CM Database section on page 2 8 Changing the TFTP Server 1 or TFTP Server 2 option on the phone when security is implemented See Table 4 2 in the Network Setup Menu section...

Page 28: ...Unified Communications Manager Security Guide Resetting or restoring the phone See the Resetting or Restoring the Cisco Unified IP Phone section on page 9 12 802 1X Authentication for Cisco Unified IP Phones See these sections Supporting 802 1X Authentication on Cisco Unified IP Phones section on page 1 21 Security Configuration Menu section on page 4 10 Status Menu section on page 7 2 Troubleshoo...

Page 29: ...ependent devices in Cisco Unified CM Administration the TFTP server adds the SRST certificate to the phone cnf xml file and sends the file to the phone A secure phone then uses a TLS connection to interact with the SRST enabled router Media encryption Uses SRTP to ensure that the media streams between supported devices proves secure and that only the intended device receives and reads the data Inc...

Page 30: ...mine if the connected phone is secure and protected if a security tone plays at the beginning of the call In a secure call all call signaling and media streams are encrypted An encrypted call offers a high level of security providing integrity and privacy to the call When a call in progress is being encrypted the call progress icon to the right of the call duration timer in the phone LCD screen ch...

Page 31: ...he security mode of each phone and maintains the secure level for the conference 4 The phone displays the security level of the conference call A secure conference displays the to the right of Conference on the phone screen Note There are interactions restrictions and limitations that affect the security level of the conference call depending on the security mode of the participant s phones and th...

Page 32: ...secure conference bridges Table 1 7 Call Security Interactions When Using Barge Initiator s Phone Security Level Feature Used Call Security Level Results of Action Non secure cBarge Encrypted call Call barged and identified as nonsecure call Secure cBarge Secure call Call barged and identified as Secure call Table 1 8 Security Restrictions with Conference Calls Initiator s Phone Security Level Fea...

Page 33: ... To avoid compromising network integrity the IP phone sends an EAPOL Logoff message to the switch on behalf of the downstream PC which triggers the LAN switch to clear the authentication entry for the downstream PC The Cisco Unified IP phones also contain an 802 1X supplicant in addition to the EAPOL pass through mechanism This supplicant allows network administrators to control the connectivity o...

Page 34: ... Voice VLAN Because the 802 1X standard does not account for VLANs you should configure this setting based on the switch support Enabled If you are using a switch that supports multi domain authentication you can continue to use the voice VLAN Disabled If the switch does not support multi domain authentication disable the Voice VLAN and consider assigning the port to the native VLAN See the Securi...

Page 35: ...Guide After you have set up the IP telephony system and configured system wide features in Cisco Unified CM 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 CM page 1 23 Installing Cisco Unified IP Phones page 1 27 Configuring Cisco Unified IP Phones in ...

Page 36: ...ormation Number of lines and associated directory numbers DNs to assign to the phone Cisco Unified CM user to associate with the phone Phone usage information that affects phone button template softkey template phone features IP Phone services or phone applications Provides list of configuration requirements for setting up phones Identifies preliminary configuration that you need to perform before...

Page 37: ...ber Configuration chapter in the Cisco Unified Communications Manager Administration Guide See the Telephony Features Available for the Cisco Unified IP Phone section on page 5 1 6 Customize softkey templates Adds deletes or changes order of softkey features that display on the user s phone to meet feature usage needs For more information see the Cisco Unified Communications Manager Administration...

Page 38: ... Administration Note If you want to add both the phone and user to the Cisco Unified CM database at the same time see User Phone Add Configurations in the Cisco Unified Communications Manager Administration Guide 11 Associate a user to a user group Assigns users a common list of roles and permissions that apply to all users in a user group Administrators can manage user groups roles and permission...

Page 39: ...ecific 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 6921 6941 6945 and 6961 Table 1 10 provides an overview and checklist of installation tasks for the Cisco Unified IP Phone 6921 6941 6945 and 6961 The list presents a suggested order to guide you through the phone...

Page 40: ...p IPv4 Setup To disable DHCP and manually set an IP address a To disable DHCP set DHCP Enabled to No b Enter the static IP address for phone c Enter the subnet mask d Enter the default router IP addresses e Set Alternate TFTP Server to Yes and enter the IP address for TFTP Server 1 You must also enter the domain name where the phone resides by choosing Applications Administrator Settings Network S...

Page 41: ... 6945 and 6961 Administration Guide for Cisco Unified Communications Manager SCCP and SIP Cisco Unified Communications Manager Administration Guide Cisco Unified Communications Manager System Guide Table 1 11 Terminology Differences User Guide Administration and System Guides Speed Dialing Placing a call with a speed dial code Abbreviated Dialing Conference across Lines Join Across Lines Conferenc...

Page 42: ...1 30 Cisco Unified IP Phone 6921 6941 6945 and 6961 Administration Guide for Cisco Unified Communications Manager 8 6 SCCP and SIP OL 24567 01 Chapter Terminology Differences ...

Page 43: ...n between the Cisco Unified IP Phone and other key components of the Voice over IP VoIP network It includes the following topics Understanding Interactions with Other Cisco Unified IP Telephony Products page 2 1 Providing Power to the Cisco Unified IP Phone page 2 4 Understanding Phone Configuration Files page 2 5 Understanding the Phone Startup Process page 2 7 Adding Phones to the Cisco Unified ...

Page 44: ...er in the Cisco Communications Manager Administration Guide For an overview of security functionality for the Cisco Unified IP Phone see the Understanding Security Features for Cisco Unified IP Phones section on page 1 14 Note If the Cisco Unified IP Phone model that you want to configure does not appear in the Phone Type drop down list in Cisco Unified CM Administration go to the following URL an...

Page 45: ...ndex html Related Topics Understanding the Phone Startup Process page 2 7 Network Setup Menu page 4 4 Understanding How the Cisco Unified IP Phone Interacts with Cisco Unified Communications Manager Express The Cisco Unified Communications Manager Express Unified CME Version Negotiation feature supports a SIS version in the supported tag The Cisco Unified IP Phones use the supported tag to interac...

Page 46: ...g the Cisco Unified IP Phone 6921 6941 6945 and 6961 Power Type Guidelines External power Provided through the CP PWR CUBE 3 external power supply The Cisco Unified IP Phone 6921 6941 6945 and 6961 use the CP PWR CUBE 3 power supply External power Provided through the Cisco Unified IP Phone Power Injector The Cisco Unified IP Phone Power Injector may be used with any Cisco Unified IP Phone Functio...

Page 47: ...requires the phone to be reset a change is automatically made to the phone s configuration file Configuration files also contain information about which image load the phone should be running If this image load differs from the one currently loaded on a phone the phone contacts the TFTP server to request the required load files A phone accesses a default configuration file named XmlDefault cnf xml...

Page 48: ...one has not received a valid Trust List file containing a certificate assigned to the Cisco Unified CM and TFTP If auto registration is not enabled and you did not add the phone to the Cisco Unified CM database the phone does not attempt to register with Cisco Unified CM The phone continually displays the Configuring IP message until you either enable auto registration or add the phone to the Cisc...

Page 49: ...fied IP Phone is connected to a Cisco Catalyst switch the switch next informs the phone of the voice VLAN defined on the switch The phone needs to know its VLAN membership before it can proceed with the Dynamic Host Configuration Protocol DHCP request for an IP address Network Setup Menu page 4 4 Resolving Startup Problems page 9 1 4 Obtaining an IP Address If the Cisco Unified IP Phone is using D...

Page 50: ...co Unified CM Administration page 2 10 Adding Phones with BAT page 2 11 7 Requesting the Configuration File The TFTP server has configuration files which define parameters for connecting to Cisco Unified CM and other information for the phone Adding Phones to the Cisco Unified CM Database page 2 8 Resolving Startup Problems page 9 1 8 Contacting Cisco Unified CM The configuration file defines how ...

Page 51: ... add less than 100 phones to your network To add more than 100 phones to your network use the Bulk Administration Tool BAT See the Adding Phones with BAT section on page 2 11 Auto registration is disabled by default In some cases you might not want to use auto registration for example if you want to assign a specific directory number to the phone For information about enabling auto registration go...

Page 52: ...ss than 100 phones to your network To add more than 100 phones to your network use the Bulk Administration Tool BAT See the Adding Phones with BAT section on page 2 11 To implement TAPS you or the end user dial a TAPS directory number and follow voice prompts When the process is complete the phone will have downloaded its directory number and other settings and the phone will be updated in Cisco U...

Page 53: ...tions Manager Administration To add phones by using BAT only not in conjunction with TAPS you can use the MAC address for each phone or dummy MAC addresses if you have a large number of new phones For information about determining a MAC address see the Determining the MAC Address for a Cisco Unified IP Phone section on page 2 13 For detailed instructions about using BAT go to the Bulk Administrati...

Page 54: ...erting an In Use Phone from One Protocol to the Other Protocol If Cisco Unified IP phones presently connected to Cisco Unified CM are using the SCCP protocol to receive and place calls and you now want some or all of these phones to use the SIP protocol the phone firmware for each phone type must be upgraded from SCCP to the recommended SIP version before the phones can register If Cisco Unified I...

Page 55: ...escribed in this manual require you to determine the MAC address of a Cisco Unified IP Phone You can determine a phone s MAC address in these ways From the phone press the Applications button and select Phone Information and look at the MAC Address field Look at the MAC label on the back of the phone Display the web page for the phone and click the Device Information hyperlink For information abou...

Page 56: ...4 Cisco Unified IP Phone 6921 6941 6945 and 6961 Administration Guide for Cisco Unified Communications Manager 8 6 SCCP and SIP OL 24567 01 Chapter Determining the MAC Address for a Cisco Unified IP Phone ...

Page 57: ...e 3 15 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 Network Before You Begin Before installing the Cisco Unified IP Phone review the requirements in these sections Network Requirements p...

Page 58: ...figuring auto registration refer to Cisco Unified Communications Manager Administration Guide Also see the Adding Phones to the Cisco Unified CM Database section on page 2 8 You must use Cisco Unified Communications Manager Administration to configure and assign telephony features to the Cisco Unified IP phones See the Telephony Features Available for the Cisco Unified IP Phone section on page 5 1...

Page 59: ...d Communications Manager Administration To do so choose Device Phone and locate the phone you want to modify In the Phone Configuration window for the phone check the Disable Speakerphone check box Headset Although Cisco Systems performs internal testing of third party headsets for use with the Cisco Unified IP Phones Cisco Systems does not certify or support products from headset or handset vendo...

Page 60: ...ns Manager Administration If you do so you also will disable the speakerphone To disable the headset from Cisco Unified Communications Manager Administration choose Device Phone and locate the phone that you want to modify In the Phone Configuration window for the phone check the Disable Speakerphone and Headset check box Using External Devices The following information applies when you use extern...

Page 61: ...ct a headset to the Headset port Optional You can add a headset later if you do not connect one now See the Headset section on page 3 3 for supported headsets 3 Optional Connect the power supply to the Cisco DC Adapter port See the Adding Phones to the Cisco Unified CM Database section on page 2 8 for guidelines 4 Connect a straight through Ethernet cable from the switch to the network port labele...

Page 62: ... 6945 and 6961 Administration Guide for Cisco Unified Communications Manager 8 6 SCCP and SIP OL 24567 01 Chapter Installing the Cisco Unified IP Phone Figure 3 1 Cisco Unified IP Phone 6921 and 6941 Cable Connections 192762 2 3 4 5 6 7 1 ...

Page 63: ...talling the Cisco Unified IP Phone Figure 3 2 Cisco Unified IP Phone 6961 Cable Connections 1 DC adaptor port DC48V 5 Access port 10 100 PC connection 2 AC to DC power supply optional 6 Handset connection 3 AC power wall plus optional 7 Analog headset connection optional 4 Network port 10 100 SW connection IEEE 802 3af power enabled 192617 2 3 4 5 6 7 1 ...

Page 64: ...e Connections Related Topics Footstand page 3 9 Verifying the Phone Startup Process page 3 14 Configuring Startup Network Settings page 3 15 1 DC adaptor port DC48V 5 Access port 10 100 1000 PC connection 2 AC to DC power supply optional 6 Auxiliary port 3 AC power wall plug optional 7 Handset connection 4 Network port 10 100 1000 SW connection IEEE 802 3af power enabled 8 Analog headset connectio...

Page 65: ...t on Time Schedule the time of day that the backlight automatically activates on the days listed in the off schedule Backlight on Duration Indicates the length of time that the backlight is active once the backlight is enabled by the programmed schedule Backlight Idle Timeout Defines the period of user inactivity on the phone before the backlight is turned off Footstand If your phone is placed on ...

Page 66: ...dministration Guide for Cisco Unified Communications Manager 8 6 SCCP and SIP OL 24567 01 Chapter Footstand Figure 3 4 Cisco Unified IP Phone 6921 and 6941 1 Footstand slots for a higher viewing angle 2 Footstand slots for a lower viewing angle 1 2 194407 ...

Page 67: ...61 Administration Guide for Cisco Unified Communications Manager 8 6 SCCP and SIP OL 24567 01 Chapter Footstand Figure 3 5 Cisco Unified IP Phone 6945 1 Footstand slots for a higher viewing angle 2 Footstand slots for a lower viewing angle 1 2 199283 ...

Page 68: ...Administration Guide for Cisco Unified Communications Manager 8 6 SCCP and SIP OL 24567 01 Chapter Footstand Figure 3 6 Cisco Unified IP Phone 6961 1 Footstand slots for a higher viewing angle 2 Footstand slots for a lower viewing angle 194406 1 2 CISCO ...

Page 69: ...3 13 Cisco Unified IP Phone 6921 6941 6945 and 6961 Administration Guide for Cisco Unified Communications Manager 8 6 SCCP and SIP OL 24567 01 Chapter Footstand Higher Viewing Angle 195159 ...

Page 70: ...unt kit see Appendix E Installing the Wall Mount Kit for the Cisco Unified IP Phone 6921 6941 6945 and 6961 or Appendix F Cisco Unified IP Phone Non Lockable Wall Mount Note Wall mount kits are ordered separately from the phone Verifying the Phone Startup Process After the Cisco Unified IP Phone has power connected to it the phone begins its startup diagnostic process by cycling through the follow...

Page 71: ...nstalling the phone on the network IP address IP subnet information IPv6 addresses TFTP server IP address You also may configure the domain name and the DNS server settings if necessary Collect this information and see the instructions in Chapter 4 Configuring Settings on the Cisco Unified IP Phone Configuring Security on the Cisco Unified IP Phone The security features protect against several thr...

Page 72: ...u can control access to the Administrator Settings Menu by using the Settings Access field in the Cisco Unified Communications Manager Administration Phone Configuration window For more information see the Cisco Unified Communications Manager Administration Guide Step 3 To unlock settings see the Unlocking and Locking Options section on page 4 3 Step 4 Scroll to LSC and press the Update softkey Th...

Page 73: ...e The Cisco Unified IP Phone includes the following configuration menus Network Setup Provides options for viewing and making a variety of network settings For more information see the Network Setup Menu section on page 4 4 IPv4 Configuration A sub menu of the Network Setup menu the IPv4 menu items provide additional network options for viewing and setting For more information see the IPv4 Setup M...

Page 74: ...f you cannot access an option on the Administrator Settings menu check the Settings Access field Procedure Step 1 Press the Applications button Step 2 Select Admin Settings Note For information about the Status menu see Chapter 7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone For information about the Reset Settings menu see Chapter 9 Troubleshooting and Maintenance ...

Page 75: ...Pv4 Setup Menu Options page 4 6 Editing Values When you edit the value of an option setting follow these guidelines Use the keys on the keypad to enter numbers and letters To enter letters by using the keypad use a corresponding number key Press the key one or more times to display a particular letter For example press the 2 key once for a twice quickly for b and three times quickly for c After yo...

Page 76: ...ng Enable or disable the phone to use the IP address that is assign by the DHCP server Manually set the IP Address Subnet Mask Default Routers DNS Server and Alternate TFTP servers For more information on the IPv4 address fields refer to Table 4 2 Scroll to IPv4 Setup and press Select IPv6 Setup In the IPv6 Setup submenu you can do the following Enable or disable the phone to use the IPv6 address ...

Page 77: ...min VLAN ID option must be set before you can change this option 1 Make sure the Admin VLAN ID option is set 2 Scroll to the PC VLAN option press the Edit softkey and then enter a new PC VLAN setting 3 Press the Apply softkey then press Save SW Port Setup Speed and duplex of the network port Valid values Auto Negotiate 1000 Full 1000 BaseT full duplex Supported only for Cisco Unified IP Phone 6945...

Page 78: ...s option you must change the SW Port Configuration option to the same setting 1 Unlock network setup options 2 Scroll to the PC Port Setup option and then press the Edit softkey 3 Scroll to the setting that you want and then press the Select button To configure the setting on multiple phones simultaneously enable the PC Port Remote Configuration in the Enterprise Phone Configuration System Enterpr...

Page 79: ... also assign a subnet mask and default router See the Subnet Mask and Default Router options in this table 1 Set the DHCP option to No 2 Scroll to the IP Address option press the Edit softkey and then enter a new IP Address 3 Press the Apply softkey then press Save Subnet Mask Subnet mask used by the phone 1 Set the DHCP Enabled option to No 2 Scroll to the Subnet Mask option press the Edit softke...

Page 80: ...nt to change this server you must use the TFTP Server 1 option If you set the Alternate TFTP option to yes you must enter a non zero value for the TFTP Server 1 option 1 If DHCP is enabled set the Alternate TFTP option to Yes 2 Scroll to the TFTP Server 1 option press the Edit softkey and then enter a new TFTP server IP address 3 Press the Apply softkey then press Save TFTP Server 2 Optional backu...

Page 81: ... address is a 128 bit address If you assign an IP address with this option you must also assign the IPv6 prefix length and default router IPv6 Prefix Length Subnet prefix length that is used by the phone The subnet prefix length is a decimal value from 1 128 that specifies the portion of the IPv6 address that comprises the subnet IPv6 Default Router 1 Default router used by the phone Default Route...

Page 82: ... Phone Configuration LSC Indicates if a locally significant certificate used for the security features is installed on the phone Installed or is not installed on the phone Not Installed For information about how to manage the LSC for your phone refer to the Using the Certificate Authority Proxy Function chapter in Cisco Unified Communications Manager Security Guide Trust List The Trust List provid...

Page 83: ... Edit softkey 3 Set the Device ID 4 Press the Save softkey Shared Secret Choose a password to use on the phone and on the authentication server The password must be between 6 and 32 characters consisting of any combination of numbers or letters Note If you disable 802 1X authentication or perform a factory reset of the phone the shared secret is deleted 1 Choose Applications Admin Settings Securit...

Page 84: ...4 12 Cisco Unified IP Phone 6921 6941 6945 and 6961 Administration Guide for Cisco Unified Communications Manager 8 6 SCCP and SIP OL 24567 01 Chapter Security Configuration Menu ...

Page 85: ... how to provide users with information about features and what information to provide see Appendix A Providing Information to Users Via a Website For information about setting up phones in non English environments see Appendix C Technical Specifications This chapter includes following topics Telephony Features Available for the Cisco Unified IP Phone page 5 1 Join and Direct Transfer Policy page 5...

Page 86: ...isco Unified Communications Manager System Guide Cisco Unified IP Phone Agent Greeting Allows an agent to create and update a prerecorded greeting that plays at the beginning of a call such as a customer call before the agent begins the conversation with the caller The agent can prerecord a single greeting or multiple ones as needed When a customer calls both the agent and the customer hear the pr...

Page 87: ...dministrator uses the Remote Port Configuration feature to set the speed and duplex function of an IP phone remotely loss of packets can occur if one port is slower than the other The Automatic Port Synchronization feature synchronizes the ports to the lowest speed among the two ports which eliminates packet loss When automatic port synchronization is enabled it is recommended that both ports be c...

Page 88: ...ations Manager Features and Services Guide Call Pickup Call Back Provides users with an audio and visual alert on the phone when a busy or unavailable party becomes available For more information see the following Cisco Unified Communications Manager System Guide Cisco Unified IP Phone Cisco Unified Communications Manager Features and Services Guide Cisco Call Back Call display restrictions Determ...

Page 89: ...ied Communications Manager System Guide Cisco Unified IP Phone Call forward destination override Allows you to override Call Forward All CFA in cases where the CFA target places a call to the CFA initiator This feature allows the CFA target to reach the CFA initiator for important calls The override works whether the CFA target phone number is internal or external For more information see the Cisc...

Page 90: ...waiting Indicates and allows users to answer an incoming call that rings while on another call Incoming call information appears on the phone display For more information refer to Cisco Unified Communications Manager System Guide Understanding Directory Numbers Configuring the Phone to Support Call Waiting section on page 5 26 Caller ID Caller identification such as a phone number name or other de...

Page 91: ...obility service on that phone when they log into the Cisco Extension Mobility service on that phone Cisco Extension Mobility can be useful if users work from a variety of locations within your company or if they share a workspace with coworkers For more information go to the Cisco Extension Mobility chapter in the Cisco Unified Communications Manager Features and Services Guide Cisco Extension Mob...

Page 92: ...nces see the Cisco Unified Communications Manager System Guide Conference Bridges For more information see the Cisco Unified Communications Manager System Guide Cisco Unified IP Phone Note Be sure to inform your users whether these features are activated CTI Applications A computer telephony integration CTI route point can designate a virtual device to receive multiple simultaneous calls for appli...

Page 93: ...ype of alert to play if any on a phone for incoming calls when DND is active This parameter is located on both the Common Phone Profile page and the Phone configuration page Phone Configuration window value takes precedence BLF Status Depicts DND Enables DND status to override busy idle state For more information see the Cisco Unified Communications Manager Features and Services Guide Do Not Distu...

Page 94: ...d Enhances the file download process to the phone to use HTTP by default If the HTTP download fails the phone reverts to using the TFTP download No configuration is required Hunt Group Provides load sharing for calls to a main directory number A hunt group contains a series of directory numbers that can answer the incoming calls When the first directory number in the hunt group is busy the system ...

Page 95: ...s lines For more information see the Join and Direct Transfer Policy section on page 5 17 For more information Refer to Cisco Unified Communications Manager System Guide Cisco Unified IP Phone Cisco Unified IP Phone 6921 6941 6945 and 6961 User Guide Basic Call Handling chapter Making Conference Calls section Log out of hunt groups Allows users to log out of a hunt group and temporarily block call...

Page 96: ...one number and time of day For more information see the Cisco Unified Communications Manager Features and Services Guide Cisco Unified Mobility Mobile Voice Access Extends Mobile Connect capabilities by allowing users to access an interactive voice response IVR system to originate a call from a remote device such as a cellular phone For more information see the Cisco Unified Communications Manager...

Page 97: ...munications Manager System Guide Cisco Unified IP Phone Cisco Unified Communications Manager Features and Services Guide Barge and Privacy Private Line Automated Ringdown PLAR The Cisco Unified Communications Manager administrator can configure a phone number that the Cisco Unified IP Phone dials as soon as the handset goes off hook This can be useful for phones that are designated for calling eme...

Page 98: ...configure the setting on multiple phones simultaneously configure the remote configuration in either Enterprise Phone Configuration System Enterprise Phone Configuration or Common Phone Profile Configuration Device Device Settings Common Phone Profile Switch Port Remote Configuration or PC Port Remote Configuration Ring Tone Setting Identifies ring type used for a line when a phone has another act...

Page 99: ...ns Manager System Guide Understanding Directory Numbers Monitoring and Recording Allows a supervisor to silently monitor an active call The supervisor cannot be heard by either party on the call The user might hear a monitoring audible alert tone during a call when it is being monitored When a call is secured the security status of the call is displayed as a lock icon on Cisco Unified IP Phones Th...

Page 100: ...with time zone changes For more information see the Cisco Unified Communications Manager Administration Guide Date Time Group Configuration Transfer Allows users to redirect connected calls from their phones to another number Some JTAPI TAPI applications are not compatible with the Join and Direct Transfer feature implementation on the Cisco Unified IP Phone 6921 6941 6945 and 6961 and you may nee...

Page 101: ...ows the setting that takes precedence is determined in the following order 1 Device Configuration window settings 2 Common Phone Profile window settings 3 Enterprise Phone Configuration window settings When you change the setting of the Join and Direct Transfer Policy Parameter you must check the Override Common Settings box for the setting to take effect The default policy is to have Same line ac...

Page 102: ...ch as a specific phone extension For more information go to Understanding Directory Numbers in the Cisco Unified Communications Manager System Guide After completing the LDAP directory configuration users can use the Corporate Directory service on their Cisco Unified IP Phone 6921 6941 6945 and 6961 to look up users in the corporate directory Configuring Personal Directory Personal Directory consi...

Page 103: ...ons Manager Administration Guide and Cisco Unified Communications Manager System Guide for more information The default Cisco Unified IP Phone 6921 template that ships with the phone uses buttons 1 and 2 for lines The default Cisco Unified IP Phone 6941 template that ships with the phone uses buttons 1 through 4 for lines The default Cisco Unified IP Phone 6945 template that ships with the phone u...

Page 104: ...for a phone service to which users are subscribed you must click Update Subscriptions to update all currently subscribed users with the changes or users must resubscribe to the service to rebuild the correct URL To modify a phone button template for PAB or Fast Dial follow these steps Procedure Step 1 From Cisco Unified Communications Manager Administration choose Device Device Settings Phone Butt...

Page 105: ...on To assign a softkey template to a phone use the Softkey Template field in the Cisco Unified CM Administration Phone Configuration page Refer to the in the Cisco Unified Communications Manager Administration Guide Softkey Template Configuration and the Cisco Unified Communications Manager System Guide Softkey Template The Cisco Unified IP Phone 6921 6941 6945 and 6961 do not support all the soft...

Page 106: ...ty No Configure Mobile Connect as a programmable feature button New Call New Call NewCall Yes Phone displays New Call Other Pickup Other Pickup oPickup Yes Quality Reporting Tool Quality Reporting Tool QRT No Configure Quality Reporting Tool as a programmable feature button Redial Redial Redial Yes Remove Last Conference Participant Remove Last Conference Participant Remove Yes Phone displays Remo...

Page 107: ...ation and the Cisco Unified Communications Manager System Guide Cisco Unified IP Phone Services After you configure these services verify that your users have access to the Cisco Unified Communications Manager User Options web based application from which they can select and subscribe to configured services See the How Users Subscribe to Services and Configure Phone Features section on page A 2 fo...

Page 108: ...1 6941 6945 and 6961 User Guide Giving Users Access to the User Options Web Pages Before a user can access the User Options web pages you must add the user to the standard Cisco Unified Communications Manager end user group and associate the appropriate phone with the user To add the user to the standard Cisco Unified Communications Manager end user group you must follow these steps Procedure Step...

Page 109: ...hanges to associate the device with the end user Step 8 From Related Links drop down list box in the upper right corner of the window select Back to User and click Go The End User Configuration window displays and the associated devices that you chose display in the Controlled Devices pane Step 9 Click Save Selected Changes Make sure to provide end users with the following information about the Us...

Page 110: ...ll forward settings display on the User Options web pages default Hide All Settings No call forward settings display on the User Options web pages Show Only Call Forward All Only call forward all calls displays on the User Options web pages Configuring the Phone to Support Call Waiting The Cisco Unified IP Phone 6921 6941 6945 and 6961 support one call per line Cisco Unified CM sets the Maximum Nu...

Page 111: ...ssign a programmable button for each listed directory number Setting up Call Forward Notification You set up the information that the user sees from the Cisco Unified Communications Manager Administration in the Device Phone Phone Configuration window The following table describes the Call Forward Notification fields Table 5 3 Call Forward Notification Fields Field Description Caller Name When thi...

Page 112: ...tion to enable EnergyWise and configure sleep and wake times These parameters are closely tied to the phone display configuration parameters When EnergyWise is enabled and a sleep time is set the phone sends a request to the switch to wake it up at the configured time The switch sends back either an acceptance or a rejection of the request If the switch rejects the request or if the switch does no...

Page 113: ...s no liability in connection with your selection of the mode and all liability in connection with enabling the mode is your responsibility and iii you will fully inform users of the effects of the mode on calls calling and otherwise Note To disable Power Save Plus you must uncheck the Allow EnergyWise Overrides check box Leaving the Allow EnergyWise Overrides checked with no days selected in the E...

Page 114: ... in The maximum length is 127 EnergyWise Secret The security secret password that is used to communicate with the endpoints in the EnergyWise domain The maximum length is 127 Allow EnergyWise Overrides This check box determines whether you will allow the EnergyWise domain controller policy to send power level updates to the phones The following condition apply 1 The settings in Cisco Unified CM Ad...

Page 115: ...CR 2008 in Common Phone Profile page 5 31 System Enterprise Phone Configuration Configuring UCR 2008 in Enterprise Phone Configuration page 5 32 SSH Access Device Phone Configuring UCR 2008 in Phone page 5 31 Device Device Settings Common Phone Profile Configuring UCR 2008 in Common Phone Profile page 5 31 Web Access Device Phone Configuring UCR 2008 in Phone page 5 31 80 bit SRTCP Device Device S...

Page 116: ...erprise Phone Configuration Use this procedure to set the following UCR 2008 parameters FIPS Mode 80 bit SRTCP Step 1 Choose Device Device Settings Common Phone Profile Step 2 Set the FIPS Mode parameter to Enabled Step 3 Set the 80 bit SRTCP parameter to Enabled Step 4 Click Save Configuring UCR 2008 in Common Device Configuration Use this procedure to set the following UCR 2008 parameters IP Add...

Page 117: ...u can modify configuration files for example edit the xml files and add customized files for example custom ring tones call back tones to the TFTP directory You can modify files and add customized files to the TFTP directory in Cisco Unified Communications Operating System Administration from the TFTP Server File Upload window Refer to Cisco Unified Communications Operating System Administration G...

Page 118: ...stom Phone Ring page 6 3 DistinctiveRingList File Format Requirements The DistinctiveRingList xml file defines an XML object that contains a list of phone ring types This file can include up to 50 ring types Each ring type contains a pointer to the PCM file that is used for that ring type and the text that will appear on the Ring Type menu on a Cisco Unified IP Phone for that ring The Cisco TFTP s...

Page 119: ...re Step 1 Create a PCM file for each custom ring one ring per file Ensure the PCM files comply with the format guidelines that are listed in the PCM File Requirements for Custom Ring Types section on page 6 3 Upload the new PCM files that you created to the Cisco TFTP server for each Cisco Unified Communications Manager in your cluster For more information see the Cisco Unified Communications Oper...

Page 120: ...s simultaneously URL Idle Time field on the Cisco Unified Communications Manager Enterprise Parameters configuration window or the Idle Timer field in the Bulk Administration Tool BAT From a phone you can see settings for the idle display XML service URL and the length of time that the phone is not used before this service is invoked To see these settings choose Administrator Settings Device Confi...

Page 121: ...p m 1400 enter 14 00 If this field is blank the backlight will automatically turn on at 0 00 Backlight On Duration Length of time that the backlight remains on after turning on at the time specified in the backlight On Time field Enter the value in this field in the format hours minutes For example to keep the backlight on for 4 hours and 30 minutes after it turns on automatically enter 4 30 If th...

Page 122: ...Cisco Unified IP Phone 6921 6941 6945 and 6961 Administration Guide for Cisco Unified Communications Manager 8 6 SCCP and SIP OL 24567 01 Chapter Automatically Disabling the Cisco Unified IP Phone Backlight ...

Page 123: ... phone and to assist with troubleshooting You can also obtain much of this information and obtain other related information remotely through the phone s web page For more information see Chapter 8 Monitoring the Cisco Unified IP Phone Remotely For more information about troubleshooting the Cisco Unified IP Phone 6921 6941 6945 and 6961 see Chapter 9 Troubleshooting and Maintenance This chapter inc...

Page 124: ...ns you can take to address errors Unified Video Advantage Indicates if video call is enabled or disabled Display only cannot configure Active Load Version of firmware currently installed on the phone Display only cannot configure Inactive Load Version of firmware installed on the phone but not currently running The Inactive Load label also displays the status of the load such as Upgrade in Progres...

Page 125: ...s not been added to the Cisco Unified Communications Manager database the TFTP server generates a CFG File Not Found response Phone is not registered with Cisco Unified Communications Manager You must manually add the phone to Cisco Unified Communications Manager if you are not allowing phones to auto register See the Adding Phones with Cisco Unified CM Administration section on page 2 10 for deta...

Page 126: ...me of the TFTP server or Cisco Unified Communications Manager Verify that the host names of the TFTP server or Cisco Unified Communications Manager are configured properly in DNS Consider using IP addresses rather than host names Duplicate IP Another device is using the IP address assigned to the phone If the phone has a static IP address verify that you have not assigned a duplicate IP address Se...

Page 127: ...ation did not specify a default router If the phone has a static IP address verify that the default router has been configured See the Network Setup Menu section on page 4 4 section for details If you are using DHCP the DHCP server has not provided a default router Check the DHCP server configuration No DNS server IP A name was specified but DHCP or static IP configuration did not specify a DNS se...

Page 128: ...r the correct TFTP server address in the Network Setup menu on the phone If the TFTP server address is correct there may be a problem with the CTL file In this case run the CTL client and update the CTL file making sure that the proper TFTP servers are included in this file TFTP timeout TFTP server did not respond Network is busy The errors should resolve themselves when the network load reduces N...

Page 129: ...Tx Unicast Total number of unicast packets transmitted by the phone Rx Frames Number of packets received by the phone Rx Broadcasts Number of broadcast packets received by the phone Rx Unicast Total number of unicast packets received by the phone Neighbor Device ID Neighbor IP Address Neighbor Port Identifier of a device connected to this port discovered by CDP protocol Restart Cause One of these ...

Page 130: ...call can have multiple voice streams but data is captured for only the last voice stream A voice stream is a packet stream between two endpoints If one endpoint is put on hold the voice stream stops even though the call is still connected When the call resumes a new voice packet stream begins and the new call data overwrites the former call data Port 2 Link state and connection of the Network port...

Page 131: ...of RTP voice packets received since voice stream was opened Note This number is not necessarily identical to the number of RTP voice packets received since the call began because the call might have been placed on hold Sender Packets Number of RTP voice packets transmitted since voice stream was opened Note This number is not necessarily identical to the number of RTP voice packets transmitted sin...

Page 132: ...n 5 percent concealment events lost frames from the start of the voice stream Latency Estimate of the network latency expressed in milliseconds Represents a running average of the round trip delay measured when RTCP receiver report blocks are received MOS LQK Objective estimate of the Mean Opinion Score MOS for Listening Quality LQK that ranks audio quality from 5 excellent to 1 bad This score is ...

Page 133: ...he Cisco Unified Phone 6900 Series Item Description Security Mode Displays the security mode that is set for the phone LSC Indicates whether a locally significant certificate used for the security features is installed on the phone or is not installed on the phone Trust List The Trust List is a top level menu that provides submenus for the CTL Signature and Call manager TFTP Server 802 1x Authenti...

Page 134: ...7 12 Cisco Unified IP Phone 6921 6941 6945 and 6961 Administration Guide for Cisco Unified Communications Manager 8 6 SCCP and SIP OL 24567 01 Chapter Status Menu ...

Page 135: ...om the phone s web page You can use this information to remotely monitor the operation of a phone and to assist with troubleshooting You can also obtain much of this information directly from a phone For more information see Chapter 7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone For more information about troubleshooting the Cisco Unified IP Phone Chapter 9 Trouble...

Page 136: ...nd related information for the phone For more information see the Device Information section on page 8 3 Network Setup Displays network setup information and information about other phone settings For more information see the Network Setup section on page 8 4 Network Statistics Includes the following hyperlinks which provide information about network traffic Ethernet Information Displays informati...

Page 137: ... down to the Product Specific Configuration section From the Web Access drop down list box choose Disabled Step 5 Click Update Some features such as Cisco Quality Report Tool do not function properly without access to the phone web pages Disabling web access also affects any serviceability application that relies on web access such as CiscoWorks To enable web page access when it is disabled see th...

Page 138: ...ne for this phone UDI Displays the following Cisco Unique Device Identifier UDI information about the phone Device Type Indicates hardware type For example phone displays for all phone models Device Description Displays the name of the phone associated with the indicated model type Product Identifier Specifies the phone model Version Identifier Represents the hardware version of the phone Serial N...

Page 139: ...Unified Communications Manager server to which the phone switches if the current server becomes unavailable Blank No current connection to this Cisco Unified Communications Manager server An item may also include the Survivable Remote Site Telephony SRST designation which identifies an SRST router capable of providing Cisco Unified Communications Manager functionality with a limited feature set Th...

Page 140: ...co Unified IP Phone 6945 No Link No connection to the switch port PC Port Setup Speed and duplex of the PC port where A Auto Negotiate 10H 10 BaseT half duplex 10F 10 BaseT full duplex 100H 100 BaseT half duplex 100F 100 BaseT full duplex 1000F 1000 BaseT full duplex Supported only for Cisco Unified IP Phone 6945 No Link No connection to the PC port User Locale User locale associated with the phon...

Page 141: ...gs include Unknown default Low High Critical LLDP Asset ID Identifies the asset ID assigned to the phone for inventory management CDP PC Port Indicates whether CDP is supported on the PC port default is enabled Enable CDP on the PC port when Cisco VT Advantage Unified Video Advantage CVTA is connected to the PC port CVTA does not work without CDP interaction with the phone When CDP is disabled in ...

Page 142: ...HCP automatically assigns IPv6 address to devices when you connect them to the network Cisco Unified IP Phones enable DHCP by default IPv6 Address Released The phone has been configured to release its IPv6 address IPv6 Default Router 1 Default router used by the phone Default Router 1 IPv6 Address IPv6 address of the phone The IPv6 address is a 128 bit address IPv6 Prefix Length Subnet prefix leng...

Page 143: ...ber of LLDP frames that received with one or more detectable errors LLDP FramesInTotal Number of LLDP frames received on the phone LLDP TLVDiscardedTotal Number of LLDP TLVs that are discarded LLDP TLVUnrecognizedTotal Number of LLDP TLVs that are not recognized on the phone CDP Neighbor Device ID Identifier of a device connected to this port discovered by CDP protocol CDP Neighbor IP Address IP a...

Page 144: ...ice that sends or receives audio or data The streaming statistics areas on a phone s web page provide information about the streams Cisco Unified IP Phones 6900 Series use only Stream 1 To display a Streaming Statistics area access the web page for the phone as described in the Accessing the Web Page for a Phone section on page 8 2 and then click the Stream 1 hyperlink Table 8 5 describes the item...

Page 145: ...cealment frames divided by total number of speech frames received from start of the voice stream Interval Conceal Ratio Ratio of concealment frames to speech frames in preceding 3 second interval of active speech If using voice activity detection VAD a longer interval might be required to accumulate 3 seconds of active speech Max Conceal Ratio Highest interval concealment ratio from start of the v...

Page 146: ...seconds Represents a running average of the round trip delay measured when RTCP receiver report blocks are received MOS LQK Objective estimate of the Mean Opinion Score MOS for Listening Quality LQK that ranks audio quality from 5 excellent to 1 bad This score is based on audible concealment events due to a frame loss in the preceding 8 seconds of the voice stream Note The MOS LQK score can vary b...

Page 147: ... Troubleshooting Tips page 9 9 Resetting or Restoring the Cisco Unified IP Phone page 9 12 Monitoring the Voice Quality of Calls page 9 13 Where to Go for More Troubleshooting Information page 9 15 Cleaning the Cisco Unified IP Phone page 9 15 Resolving Startup Problems After installing a Cisco Unified IP Phone into your network and adding it to Cisco Unified Communications Manager the phone shoul...

Page 148: ... receiving power If you are using external power verify that the electrical outlet is functional If you are using in line power use the external power supply instead If you are using the external power supply switch with a unit that you know to be functional 3 If the phone still does not start up properly power up the phone with the handset off hook When the phone is powered up in this way it atte...

Page 149: ...ne you must manually enter a setting for the TFTP Server 1 option See the Network Setup Menu section on page 4 4 If you are using DHCP the phone obtains the address for the TFTP server from the DHCP server Check the IP address configured in Option 150 You can also enable the phone to use an alternate TFTP server Such a setting is particularly useful if the phone was recently moved from one locatio...

Page 150: ...ion it is likely that you are experiencing a system wide failure and other phones and devices are unable to start up properly If the Cisco CallManager service is not running all devices on the network that rely on it to make phone calls will be affected If the TFTP service is not running many devices will not be able to start up successfully To start a service follow these steps Procedure Step 1 F...

Page 151: ... there is no button on the phone with which calls can be answered These directory numbers should be removed from the phone and deleted if necessary Registering the Phone with Cisco Unified Communications Manager A Cisco Unified IP Phone can register with a Cisco Unified Communications Manager server only if the phone has been added to the server or if auto registration is enabled and if there are ...

Page 152: ...cally a phone resets if it has problems connecting to the Ethernet network or to Cisco Unified Communications Manager These sections can help you identify the cause of a phone resetting in your network Verifying the Physical Connection page 9 6 Identifying Intermittent Network Outages page 9 6 Verifying DHCP Settings page 9 7 Checking Static IP Address Settings page 9 7 Verifying the Voice VLAN Co...

Page 153: ...lating the phones on a separate auxiliary VLAN increases the quality of the voice traffic See the Understanding How the Cisco Unified IP Phone Interacts with the VLAN section on page 2 2 for details 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 intentionall...

Page 154: ...g the MAC Address for a Cisco Unified IP Phone section on page 2 13 Step 6 Power cycle the phone Checking Power Connection In most cases a phone will restart if it powers up by using external power but loses that connection and switches to PoE Similarly a phone may restart if it powers up by using PoE and then gets connected to an external power supply Troubleshooting Cisco Unified IP Phone Securi...

Page 155: ...all Statistics Screen section on page 7 8 802 1X Not Enabled Phone cannot obtain a DHCP assigned IP address These errors typically indicate that 802 1X is not enabled on the phone To enable it see the Security Configuration Menu section on page 4 10 for information on enabling 802 1X on the phone Phone does not register with Cisco Unified Communications Manager Phone status display as Configuring ...

Page 156: ...nnection the network card can be destroyed To protect a network card wait 10 seconds or longer after unplugging the cable from the phone before plugging it into a computer This delay gives the switch enough time to recognize that there is no longer a phone on the line and to stop providing power to the cable Changing the telephone configuration By default the network setup options are locked to pr...

Page 157: ...u on the phone is set to 10 Half 10 BaseT half duplex The phone receives power from an external power supply The phone is powered down the power supply is disconnected In this case the switch port on the phone can become disabled and the following message will appear in the switch console log HALF_DUX_COLLISION_EXCEED_THRESHOLD To resolve this problem re enable the port from the switch One way aud...

Page 158: ...alue User configuration settings Reset to default values Network setup settings Reset to default values Call histories Erased Locale information Reset to default values Before you perform a factory reset ensure that the following conditions are met The phone must be on a DHCP enabled network A valid TFTP server must be set in DHCP option 150 or option 66 on the DHCP server To perform a factory res...

Page 159: ...nt frames over total speech frames An interval conceal ratio is calculated every 3 seconds Concealed Second metrics Show the number of seconds in which the DSP plays concealment frames due to lost frames A severely concealed second is a second in which the DSP plays more than five percent concealment frames Mean Opinion Score MOS for Listening Quality LQK Voice Metrics Uses a numeric score to esti...

Page 160: ...ormal conditions with zero frame loss for Cisco Unified IP Phone 6921 6941 6945 and 6961 G 711 4 5 MOS LQK G 722 4 5 MOS LQK Table 9 4 Changes to Voice Quality Metrics Metric Change Condition Conceal Ratio and Conceal Seconds increase significantly Network impairment from packet loss or high jitter Conceal Ratio is near or at zero but the voice quality is poor Noise or distortion in the audio chan...

Page 161: ...delivering frames and packets on time with no loss 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_p...

Page 162: ...9 16 Cisco Unified IP Phone 6921 6941 6945 and 6961 Administration Guide for Cisco Unified Communications Manager 8 6 SCCP and SIP OL 24567 01 Chapter Cleaning the Cisco Unified IP Phone ...

Page 163: ...A 2 How Users Access a Voice Messaging System page A 2 How Users Configure Personal Directory Entries page A 3 How Users Obtain Support for the Cisco Unified IP Phone To successfully use some of the features on the Cisco Unified IP Phone including speed dial services and voice messaging system options users must receive information from you or from your network team or be able to contact you for a...

Page 164: ...ding Users to Cisco Unified Communications Manager section on page 5 23 A brief description of what a web based graphical user interface application is and how to access it with a web browser An overview of the tasks that users can accomplish by using the web page For information using the User Options web pages refer to Cisco Unified IP Phone 6921 6941 6945 and 6961 User Guide for Cisco Unified C...

Page 165: ...o Unified IP Phone Address Book Synchronizer Installing and Configuring the Cisco Unified IP Phone Address Book Synchronizer Use this tool to synchronize data stored in your Microsoft Windows address book with the Cisco Unified Communications Manager directory and the User Options Personal Address Book Tip To successfully synchronize the Windows address book with the Personal Address Book all Wind...

Page 166: ...rmation click the Server button The Configure Cisco Unified CallManager Server Information window displays Step 5 Enter the IP address or host name and the port number of the Cisco Unified Communications Manager server and click OK If you do not have this information contact your system administrator Step 6 To start the directory synchronization process click the Synchronize button The Synchroniza...

Page 167: ...ensures that you have the latest translated text user and network locales and country specific phone tones available for the Cisco Unified IP Phones You can find locale specific versions of the Cisco Unified CM Locale Installer at http www cisco com kobayashi sw center telephony callmgr locale installer shtml For more information refer to the Locale Installation section in the Software Upgrades ch...

Page 168: ...B 2 Cisco Unified IP Phone 6921 6941 6945 and 6961 Administration Guide for Cisco Unified Communications Manager 8 6 SCCP and SIP OL 24567 01 Appendix Support for International Call Logging ...

Page 169: ...41 6945 and 6961 Table C 1 Physical and Operating Specifications Specification Value or Range Operating temperature 23 to 113 F 5 to 45 C Operating relative humidity 10 to 90 non condensing Storage temperature 13 to 176 F 25 to 80 C Height 7 3 in 18 57 cm Width 5 8 in 14 79 cm Depth 7 1 in 18 05 cm Weight 2 2 lb 1 0 kg Power 100 240 VAC 50 60 Hz 0 5 A when using the AC adapter 48 VDC 0 2 A when us...

Page 170: ...Phone 6921 6941 6945 and 6961 48 volt power connector Network and Access Port Pinouts Although both the network and access ports are used for network connectivity they serve different purposes and have different port pinouts The network port is labeled network on the Cisco Unified IP Phone The access port is labeled Computer on the Cisco Unified IP Phone Network Port Connector Table C 2 describes ...

Page 171: ...ndix Network and Access Port Pinouts Access Port Connector Table C 3 describes the access port connector pinouts Table C 3 Access Port Connector Pinouts Pin Number Function 1 BI_DB 2 BI_DB 3 BI_DA 4 BI_DD 5 BI_DD 6 BI_DA 7 BI_DC 8 BI_DC Note BI stands for bi directional while DA DB DC and DD stand for Data A Data B Data C and Data D respectively ...

Page 172: ...C 4 Cisco Unified IP Phone 6921 6941 6945 and 6961 Administration Guide for Cisco Unified Communications Manager 8 6 SCCP and SIP OL 24567 01 Appendix Network and Access Port Pinouts ...

Page 173: ... phone running on the system These procedures are designed to be used on a mature Cisco Unified CM system where calling search spaces partitions and other complicated configuration have already been done and are in place for existing users This section contains these topics Example User Information for these Procedures page D 1 Adding a User to Cisco Unified CM page D 2 Configuring the Phone page ...

Page 174: ...AP Directory Step 3 Use the Find button to locate your LDAP directory Step 4 Click on the LDAP directory name Step 5 Click Perform Full Sync Now If you do not need to immediately synchronize the LDAP Directory to the Cisco Unified Communications Manager the LDAP Directory Synchronization Schedule on the LDAP Directory window determines when the next auto synchronization is scheduled However the sy...

Page 175: ... Step 2 Click Add New Step 3 Select the user s phone model from the Phone Type drop down list then click Next The Phone Configuration window appears On the Phone Configuration window you can use the default values for most of the fields To configure the required fields and some key additional fields follow these steps Procedure Step 1 For the required fields possible values some of which are based...

Page 176: ... Cisco Unified Communications Manager Administration Device Device Settings Common Phone Profile You can use the search field s in conjunction with the Find button to find all configured common phone profiles and their current settings Calling Search Space From the drop down list box choose the appropriate calling search space CSS A calling search space comprises a collection of partitions analogo...

Page 177: ...r this line check the Voice Mail box next to the Forward Busy Internal and Forward Busy External items in the left column of the Call Pickup and Call Forward Settings pane f In the Line 1 on Device pane of the Directory Number Configuration window configure the following Display Internal Caller ID field You can enter the first name and last name of the user of this device so that this name will be...

Page 178: ...he screen l Proceed to Performing Final End User Configuration Steps page D 6 Performing Final End User Configuration Steps If you are not already on the End User Configuration page choose User Management End User to perform some final configuration tasks Use the Search fields and the Find button to locate the user i e John Doe then click on the user ID to get to the End User Configuration window ...

Page 179: ...ains information on installing the wall mount for use with the Cisco Unified IP Phone 6921 6941 6945 and 6961 Figure E 1 Wall Mount Kit The package includes these items One phone bracket One wall bracket Four 10 12x1 inch Phillips head screws with 4 anchors Two 4 40x1 4 inch machine screws One 6 inch Ethernet cable One key if the bracket includes the optional lock Screws 4 Anchors 4 Machine screws...

Page 180: ...e installation requirements and warnings see the Setting Up the Cisco Unified IP Phone chapter Installing the Bracket To install the phone on the wall perform the following steps Procedure Step 1 Mount the wall bracket in the desired location Figure E 2 You can install the bracket over an Ethernet jack or you can run the Ethernet network cable to a jack nearby a Use the level to ensure the bracket...

Page 181: ...ified Communications Manager 8 6 SCCP and SIP OL 24567 01 Appendix Installing the Bracket Figure E 2 Mounting the Wall Bracket Level wall bracket on wall Mark mounting holes through bracket on wall 274936 A B C D Insert anchors into wall Screw bracket to wall using Phillips head screws ...

Page 182: ...ach the phone bracket by inserting the tabs into the mounting tabs on the phone The phone s ports should be accessible through the holes in the bracket d Secure the phone bracket to the IP Phone with the machine screws e Thread the handset cord and headset cord if using one Reattach the cords and seat them in the clips incorporated into the phone body Figure E 3 Attaching the Phone Bracket Step 3 ...

Page 183: ...ook Step 4 Attach the Ethernet cable to the 10 100 SW network port and wall jack If you are connecting a network device such as a computer to the phone attach the cable to the 10 100 PC access port If you are using an external power supply plug the power cord into the phone and dress the cord by clipping it into the clips incorporated into the phone body next to the 10 100 PC port Figure E 5 2 1 3...

Page 184: ...all bracket Ensure that the power cord and any other cable that does not terminate in the wall behind the bracket are positioned in one of the cable access openings in the bottom of the bracket The phone and wall brackets openings together form circular openings with room for one cable per opening Figure E 6 Step 6 Use the locking key to lock the phone to the wall bracket 274939 optional power cab...

Page 185: ...ed IP Phone 6921 6941 6945 and 6961 Administration Guide for Cisco Unified Communications Manager 8 6 SCCP and SIP OL 24567 01 Appendix Installing the Bracket Figure E 6 Attaching the Phone to the Wall Bracket 275668 ...

Page 186: ...E 8 Cisco Unified IP Phone 6921 6941 6945 and 6961 Administration Guide for Cisco Unified Communications Manager 8 6 SCCP and SIP OL 24567 01 Appendix Installing the Bracket ...

Page 187: ... Mount Kit for 6900 Series Installed on the Cisco Unified IP Phone 6911 6921 6941 6945 and 6961 This nonlocking wall mount kit meets ADA 4 4 1 requirements ADA Non Lockable Wall Mount Kit for 6900 Series This section describes how to install the ADA Non Lockable Wall Mount Kit for 6900 Series on a Cisco Unified IP Phone 6911 6921 6941 6945 and 6961 The following figure shows the wall mount kit ins...

Page 188: ...for 6900 Series The following figure shows the phone with the wall mount kit from the side Figure F 2 Side View of ADA Non Lockable Wall Mount Kit Installed on Phone Components The following figure shows the contents of the Wall Mount kit Figure F 3 Components The package includes these items 345757 345758 Screws 4 Anchors 4 Machine screws 2 Ethernet cable Wall bracket Phone bracket ...

Page 189: ...ephone jack For more information about phone installation requirements and warnings see Setting Up the Cisco Unified IP Phone page 3 1 Install Non Lockable Wall Mount Kit for Phone Step 1 Mount the wall bracket in the desired location You can install the bracket over an Ethernet jack or you can run the Ethernet network cable to a jack nearby a Hold the bracket on the wall placing it so that the ar...

Page 190: ... label covers that are concealing the screw holes c Attach the phone bracket by inserting the tabs into the mounting tabs on the phone The phone ports should be accessible through the holes in the bracket d Secure the phone bracket to the IP Phone with the machine screws e Thread the handset cord and headset cord if using one Reattach the cords and seat them in the clips incorporated into the phon...

Page 191: ...thernet cable to the 10 100 SW network port and wall jack b Optional If you are connecting a network device such as a computer to the phone attach the cable to the 10 100 PC access port c Optional If you are using an external power supply plug the power cord into the phone and dress the cord by clipping it into the clips incorporated into the phone body next to the 10 100 PC port The following fig...

Page 192: ...ower cord and any other cable that does not terminate in the wall behind the bracket The phone and wall bracket openings together form circular openings with room for one cable per opening Step 5 Proceed to Step 3 of Installing the Bracket page E 2 Remove Phone from Non Lockable Wall Mount The phone mounting plate contains two tabs to lock the plate into the wall bracket The following figure shows...

Page 193: ...ate from the wall bracket you must disengage these tabs Before You Begin You require two screwdrivers or metal sticks Step 1 Push the screw drivers into the left and right holes in the phone mounting plate approximately 1 in 2 5 cm Step 2 Press firmly inwards towards the phone to disengage the tabs lift up on the phone to release the phone from the wall bracket and then pull the phone towards you ...

Page 194: ...ed IP Phone 6921 6941 6945 and 6961 Administration Guide for Cisco Unified Communications Manager 8 6 SCCP and SIP OL 24567 01 Appendix ADA Non Lockable Wall Mount Kit for 6900 Series Figure F 8 Disengage tabs 345760 ...

Page 195: ...941 6945 and 6961 User Guide for Cisco Unified Communications Manager The guide is available at this URL http www cisco com en US products ps10326 tsd_products_support_series_home html The specific sections that describe the features in the user guide are referenced in Table G 1 Table G 1 Cisco Unified IP Phones Feature Support by Protocol Features Protocol For More Information SCCP SIP Calling Fe...

Page 196: ...onfigurable Display Supported Supported Call Forward Destination Override Supported Supported Call Forward No Answer Supported Supported Basic Call Handling Forwarding Calls to Another Number Call Park Supported Supported Advanced Call Handling Storing and Receiving Parked Calls Call Pickup Group Call Pickup Directed Call Pickup Supported Supported Advanced Call Handling Picking Up a Redirected Ca...

Page 197: ...Basic Call Handling Placing a Call Additional Options Group Call Pickup Supported Supported Hold Resume Supported Supported Basic Call Handling Using Hold and Resume Hold Reversion Supported Supported Basic Call Handling Using Hold and Resume Hunt Group Supported Supported Immediate Divert Supported Supported Basic Call Handling Answering a Call Intercom Supported Supported Basic Call Handling Pla...

Page 198: ...l Handling Placing a Call Basic Options Ring Setting Supported Supported Secure Conference Supported Supported Basic Call Handling Making Conference Calls Services Supported Supported Services URL button Supported Supported Shared Line Supported Supported Advanced Call Handling Using a Shared Line Monitoring and Recording Supported Supported Speed Dialing Supported Supported Advanced Call Handling...

Page 199: ...ally 2 10 Cisco Unified IP Phones using auto registration 2 9 users to Cisco Unified Communications Manager 5 23 Admin VLAN ID 4 5 Advance Adhoc Conference service parameter 5 8 agent greeting 5 2 G 1 Alternate TFTP 4 8 4 9 answer release G 2 applications button description of 1 3 1 6 1 8 assisted directed call park 5 3 G 1 Audible message waiting indicator G 1 audible message waiting indicator 5 ...

Page 200: ... Mobility Cross Cluster Service G 2 Cisco Unified Communications Manager adding phone to database of 2 8 interactions with 2 2 required for Cisco Unified IP Phones 3 2 Cisco Unified Communications Manager Administration adding telephony features using 5 1 Cisco Unified Communications Manager Assistant G 2 Cisco Unified IP Phone adding manually to Cisco Unified Communications Manager 2 10 adding to...

Page 201: ... 7 4 9 Device Authentication 4 11 device authentication 1 17 Device Configuration menu displaying 4 2 Device Information web page 8 2 8 3 DHCP 4 7 description 1 10 troubleshooting 9 7 DHCP Address Released 4 8 DHCP IP address 9 11 directed call park 5 8 G 3 directed call pickup 5 8 directory numbers assigning manually 2 10 direct transfer 5 8 5 16 G 3 distinctive ring 5 9 G 3 DistinctiveRingList x...

Page 202: ...sfer G 2 Busy Lamp Field BLF G 2 Call Back G 2 call back G 2 call display restrictions G 2 caller ID G 2 caller ID blocking G 2 call forward all breakout G 2 call forward all calls G 2 call forward all loop prevention G 2 call forward busy G 2 call forward configurable display G 2 call forward destination override G 2 call forward no answer G 2 call park G 2 call pickup G 2 call waiting G 2 Cisco ...

Page 203: ...e format DistinctiveRingList xml 6 2 footstand 3 9 forced authorization codes 5 9 G 3 G G 1 1 G 711µ 1 1 G 711a 1 1 G 722 1 1 G 729 1 1 G 729a 1 1 G 729ab 1 1 group call pickup 5 9 G 3 H handset 1 4 1 6 1 9 connecting 3 5 light strip 1 2 1 4 1 7 headset audio quality 3 4 connecting 3 4 disabling 3 4 quality 3 4 using 3 3 headset button description of 1 3 1 5 1 8 headset port 3 5 hold 5 10 G 3 hold...

Page 204: ...5 12 log out of hunt groups G 3 M MAC address 2 13 malicious caller identification MCID 5 11 G 3 manufacturing installed certificate MIC 1 17 media encryption 1 17 meet me conference 5 11 G 3 Message Indicators 1 29 messages button description of 1 3 1 6 1 8 message waiting 5 12 G 3 Message Waiting Indicator MWI 1 29 Message Waiting Lamp 1 29 MIC 1 17 missed call logging 5 12 mobile connect 5 12 G...

Page 205: ...port configuring 4 5 connecting to 3 5 network requirements for installing 3 1 network statistics 7 6 8 8 Network Statistics screen 7 6 Network web page 8 2 8 8 O on hook predialing 5 13 on hook dialing G 4 Operational VLAN ID 4 5 other group pickup 5 13 G 4 P PCM file requirements for custom ring types 6 3 PC Port Configuration 4 6 PC VLAN 4 5 personal address book phone button template 5 19 pers...

Page 206: ...gs on phone 9 12 resetting basic 9 12 Cisco Unified IP phone 9 12 continuously 9 6 intentionally 9 7 methods 9 12 ringer indicator for 1 2 1 4 1 7 ringer volume control G 4 ring setting 5 14 G 4 S SCCP 1 11 secure conference 5 14 G 4 description 1 19 establishing 1 19 identifying 1 19 restrictions 1 20 security restrictions 1 20 secure SRST reference 1 17 security CAPF Certificate Authority Proxy ...

Page 207: ...istics network 8 8 streaming 8 10 Status menu 7 1 7 2 status messages 7 3 Status Messages screen 7 2 Status Messages web page 8 2 8 10 Stream 1 web page 8 3 8 10 streaming statistics 8 10 Subnet Mask 4 7 supplicant in 802 1X 1 21 switch Cisco Catalyst 2 2 internal Ethernet 2 2 SW port LLDP MED 4 6 8 7 SW Port Configuration 4 5 T TCP 1 11 technical specifications for Cisco Unified IP Phone C 1 tele...

Page 208: ...n 5 14 ring setting 5 14 secure conference 5 14 services 5 15 Services URL button 5 15 shared line 5 15 speed dialing 5 15 ssh access 5 16 Time of Day Routing 5 16 transfer 5 16 transfer direct transfer 5 16 voice messaging system 5 17 TFTP description 1 12 troubleshooting 9 3 TFTP Server 1 4 8 TFTP Server 2 4 8 TFTP settings IPv6 1 15 time displayed on phone 3 2 Time of Day Routing 5 16 G 4 time ...

Page 209: ...g support to A 1 required information A 1 subscribing to services A 2 V VLAN auxiliary for voice traffic 2 3 configuring 4 5 configuring for voice networks 2 2 native for data traffic 2 3 verifying 9 7 VLAN interaction with 2 2 voice mail G 4 voice messaging system 5 17 voice messaging system accessing A 2 voice VLAN 2 3 volume button description of 1 3 1 6 1 8 W wall mounting Cisco Unified IP Pho...

Page 210: ...Index IN 12 Cisco Unified IP Phone 6921 6941 6945 and 6961 Administration Guide for Cisco Unified Communications Manager 8 6 SCCP and SIP OL 24567 01 ...

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