Cisco 7942G - Unified IP Phone VoIP Software Manual Download | Manualshive

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Cisco Unified IP Phone 7962G and 7942G Administration Guide for Cisco Unified Communications Manager 7.0

OL-15483-01

Chapter 9 Troubleshooting and Maintenance

General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module

General Troubleshooting Tips for the Cisco Unified IP Phone
Expansion Module

Table 9-3

provides general troubleshooting information for the Cisco Unified IP Phone Expansion

Module 7914.

Phone call cannot be established

The phone does not have a DHCP IP address, is unable to register to Cisco
Unified Communications Manager, and shows a Configuring IP or Registering
message.

Verify the following:

1.

The Ethernet cable is attached.

2.

The Cisco CallManager service is running on the Cisco Unified
Communications Manager server.

3.

Both phones are registered to the same Cisco Unified Communications
Manager.

4.

Audio server debug and capture logs are enabled for both phones. If
needed, enable Java debug.

Call established with the iLBC protocol
does not show that the iLBC codec is
being used

Call statistics display does not show iLBC as the receiver/sender codec.

1.

Check the following by using Cisco Unified Communications Manager
Administration:

–

Both phones are in the iLBC device pool.

–

The iLBC device pool is configured with the iLBC region.

–

The iLBC region is configured with the iLBC codec.

2.

Capture a sniffer trace between the phone and Cisco Unified
Communications Manager and verify that SCCP messages,
OpenReceiveChannel, and StationMediaTransmit messages have media
payload type value equal to 86. If so, the problem is with the phone;
otherwise, the problem is with the Cisco Unified Communications
Manager configuration.

3.

Enable audio server debug and capture logs from both phones. If needed,
enable Java debug.

Table 9-2

Cisco Unified IP Phone Troubleshooting (continued)

Summary

Explanation

Table 9-3

Cisco Unified IP Phone Expansion Module 7914 Troubleshooting

Problem

Solution

No display on the Cisco Unified IP Phone
Expansion Module.

Verify that all of the cable connections are correct.

Verify that you have power to the Cisco Unified IP Phone Expansion Module

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Summary of Contents for 7942G - Unified IP Phone VoIP

Page 1: ...man 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 7962G and 7942G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP and SIP Text Part Number OL 15483 01 ...

Page 2: ... to one side or the other of the television or radio Move the equipment farther away from the television or radio Plug the equipment into an outlet that is on a different circuit from the television 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 I...

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Page 5: ...ding Security Features for Cisco Unified IP Phones 1 9 Overview of Supported Security Features 1 10 Understanding Security Profiles 1 12 Identifying Authenticated Encrypted and Protected Phone Calls 1 13 Establishing and Identifying Secure Conference Calls 1 13 Establishing and Identifying Protected Calls 1 14 Call Security Interactions and Restrictions 1 14 Supporting 802 1X Authentication on Cis...

Page 6: ...o Registration 2 9 Adding Phones with Auto Registration and TAPS 2 10 Adding Phones with Cisco Unified Communications Manager Administration 2 11 Adding Phones with BAT 2 11 Using Cisco Unified IP Phones with Different Protocols 2 11 Converting a New Phone from SCCP to SIP 2 12 Converting an In Use Phone from SCCP to SIP 2 12 Converting an In Use Phone from SIP to SCCP 2 12 Deploying a Phone in an...

Page 7: ...2 Unlocking and Locking Options 4 3 Editing Values 4 3 Overview of Options Configurable from a Phone 4 4 Network Configuration Menu 4 5 Device Configuration Menu 4 11 Unified CM Configuration Menu 4 11 SIP Configuration Menu SIP Phones Only 4 12 SIP General Configuration Menu 4 13 Line Settings Menu SIP Phones Only 4 14 Call Preferences Menu SIP Phones Only 4 14 HTTP Configuration Menu 4 15 Locale...

Page 8: ...e 6 1 Customizing and Modifying Configuration Files 6 1 Creating Custom Phone Rings 6 2 Ringlist xml File Format Requirements 6 2 PCM File Requirements for Custom Ring Types 6 3 Configuring a Custom Phone Ring 6 3 Creating Custom Background Images 6 3 List xml File Format Requirements 6 4 PNG File Requirements for Custom Background Images 6 4 Configuring a Custom Background Image 6 5 Configuring W...

Page 9: ...w Configuration File 9 5 Registering the Phone with Cisco Unified Communications Manager 9 5 Symptom Cisco Unified IP Phone Unable to Obtain IP Address 9 6 Cisco Unified IP Phone Resets Unexpectedly 9 6 Verifying the Physical Connection 9 6 Identifying Intermittent Network Outages 9 6 Verifying DHCP Settings 9 7 Checking Static IP Address Settings 9 7 Verifying the Voice VLAN Configuration 9 7 Ver...

Page 10: ...re Personal Directory Entries A 4 Installing and Configuring the Cisco Unified IP Phone Address Book Synchronizer A 4 A P P E N D I X B Feature Support by Protocol for Cisco Unified IP Phone 7962G and 7942G B 1 A P P E N D I X C Supporting International Users C 1 Adding Language Overlays to Phone Buttons C 1 Installing the Cisco Unified Communications Manager Locale Installer C 1 Support for Inter...

Page 11: ...should review this guide to 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 C...

Page 12: ...Customizing the Cisco Unified IP Phone Explains how to customize phone ring sounds background images and the phone idle display at your site Chapter 7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone Explains how to view model information status messages network statistics and firmware information from the Cisco Unified IP Phone Chapter 8 Monitoring the Cisco Unified I...

Page 13: ... Cisco technical documentation at http www cisco com en US docs general whatsnew whatsnew html Cisco Product Security Overview This product contains cryptographic features and is subject to United States and local country laws governing import export transfer and use Delivery of Cisco cryptographic products does not imply third party authority to import export distribute or use encryption Importer...

Page 14: ...nformation you must enter is in boldface screen font italic screen font Arguments for which you supply values are in italic screen font The 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 SA...

Page 15: ...t include file authentication device authentication signaling encryption and media encryption A Cisco Unified IP Phone like other network devices must be configured and managed These phones encode G 711a G 711µ G 722 G 729a G 729ab iLBC and decode G 711a G 711u G 722 iLBC G 729 G729a G729b and G729ab These phones also support uncompressed wideband 16bits 16kHz audio This chapter includes the follo...

Page 16: ...ied IP Phone 7962G and 7942G Understanding the Cisco Unified IP Phone 7962G and 7942G Figure 1 1 shows the main components of the Cisco Unified IP Phone 7962G Figure 1 2 shows the main components of the Cisco Unified IP Phone 7942G Figure 1 1 Cisco Unified IP Phone 7962G Figure 1 2 Cisco Unified IP Phone 7942G 1 16 3 4 5 7 9 6 8 10 11 12 13 14 15 187005 2 187004 4 5 6 7 9 10 11 12 13 14 15 16 1 3 ...

Page 17: ...ctive Mobile Connect call 2 Phone screen Shows phone features 3 Footstand button Allows you to adjust the angle of the phone base 4 Messages button Auto dials your voice message service varies by service 5 Directories button Opens closes the Directories menu Use it to access call logs and directories 6 Help button Activates the Help menu 7 Settings button Opens closes the Settings menu Use it to c...

Page 18: ... Discovery Protocol CDP CDP is a device discovery protocol that runs on all Cisco manufactured equipment Using CDP a device can advertise its existence to other devices and receive information about other devices in the network The Cisco Unified IP Phone uses CDP to communicate information such as auxiliary VLAN ID per port power management details and Quality of Service QoS configuration informat...

Page 19: ... Phone with Dynamic Host Configuration Protocol DHCP If you are not using DHCP you must manually assign these properties to each phone locally Link Layer Discovery Protocol LLDP LLDP is a standardized network discovery protocol similar to CDP that is supported on some Cisco and third party devices The Cisco Unified IP Phone supports LLDP on the PC port Link Layer Discovery Protocol Media Endpoint ...

Page 20: ...twork boundaries Session management provides the ability to control the attributes of an end to end call You can configure the Cisco Unified IP Phone to use either SIP or Skinny Client Control Protocol SCCP Skinny Client Control Protocol SCCP SCCP includes a messaging set that allows communications between call control servers and endpoint clients such as IP Phones SCCP is proprietary to Cisco Sys...

Page 21: ...res Available for the Cisco Unified IP Phone section on page 5 1 As with other network devices you must configure Cisco Unified IP Phones to prepare them to access Cisco Unified Communications Manager and the rest of the IP network By using DHCP you have fewer settings to configure on a phone but if your network requires it you can manually configure an IP address TFTP server subnet information an...

Page 22: ...56 tsd_products_support_series_home html Related Topic Telephony Features Available for the Cisco Unified IP Phone page 5 1 Configuring Network Parameters Using the Cisco Unified IP Phone You can configure parameters such as DHCP TFTP and IP settings on the phone itself You can also obtain statistics about a current call or firmware versions on the phone For more information about configuring feat...

Page 23: ...to the Configuring Encrypted Phone Configuration Files chapter in Cisco Unified Communications Manager Security Guide Table 1 2 shows where you can find additional information about security in this and other documents Table 1 2 Cisco Unified IP Phone and Cisco Unified Communications Manager Security Topics Topic Reference Detailed explanation of security including set up configuration and trouble...

Page 24: ...Menu on the phone See the Unified CM Configuration Menu section on page 4 11 Items on the Security Configuration menu that you access from the Device Configuration menu on the phone See the Security Configuration Menu section on page 4 22 Items on the Security Configuration menu that you access from the Settings menu on the phone See the Security Configuration Menu section on page 4 27 Unlocking t...

Page 25: ...alidates the signature to make sure that file tampering did not occur after the file creation Files that fail authentication are not written to Flash memory on the phone The phone rejects such files without further processing Signaling Authentication Uses the TLS protocol to validate that no tampering has occurred to signaling packets during transmission Manufacturing installed certificate Each Ci...

Page 26: ...s whether the phone is nonsecure authenticated encrypted or protected See the Understanding Security Profiles section on page 1 12 for more information Encrypted configuration files Lets you ensure the privacy of phone configuration files Optional disabling of the web server functionality for a phone You can prevent access to a phone s web page which displays a variety of operational statistics fo...

Page 27: ...s for example PSTN the call may be nonsecure even though it is encrypted within the IP network and has a lock icon associated with it In a protected call a security tone plays at the beginning of a call to indicate that the other connected phone is also receiving and transmitting encrypted audio If your call is connected to a non protected phone the security tone does not play Note Protected calli...

Page 28: ...o another protected phone indicating that both ends of the conversation are encrypted and protected If the call is connected to a non protected phone then the secure tone is not played Note Protected calling is supported for conversations between two phones Some features such as conference calling shared lines Extension Mobility and Join Across Lines are not available when protected calling is con...

Page 29: ...cated Conference All participants are encrypted or authenticated Secure conference bridge Secure authenticated level conference Non secure Conference Encrypted or authenticated Only secure conference bridge is available and used Non secure conference Secure encrypted or authenticated Conference Encrypted or authenticated Only non secure conference bridge is available and used Non secure conference...

Page 30: ...5 option for 802 1X authentication Required Network Components Support for 802 1X authentication on Cisco Unified IP Phones requires several components including Cisco Unified IP Phone The phone acts as the 802 1X supplicant which initiates the request to access the network Cisco Secure Access Control Server ACS or other third party authentication server The authentication server and the phone mus...

Page 31: ...pted call if the phone that is used to barge is not configured for encryption When barge fails in this case a reorder tone fast busy tone plays on the phone on which the user initiated the barge If the initiator phone is configured for encryption the barge initiator can barge into an authenticated or nonsecure call from the encrypted phone After the barge occurs Cisco Unified Communications Manage...

Page 32: ...es see the Adding Phones to the Cisco Unified Communications Manager Database section on page 2 8 For general information about configuring phones in Cisco Unified Communications Manager refer to the Cisco Unified IP Phone chapter in Cisco Unified Communications Manager System Guide Checklist for Configuring the Cisco Unified IP Phone 7962G and 7942G in Cisco Unified Communications Manager Table 1...

Page 33: ...page 5 1 2 Customize phone button templates if required Changes the number of line buttons speed dial buttons Service URL buttons or adds a Privacy button to meet user needs Refer to Cisco Communications Manager Administration Guide Phone Button Template Configuration chapter See the Modifying Phone Button Templates section on page 5 16 3 Add and configure the phone by completing the required fiel...

Page 34: ...sco Unified IP Phone Configuration chapter Adding a Cisco Unified IP Phone Service to a Phone Button section 9 Add user information by configuring required fields Required fields are indicated by an asterisk for example User ID and last name Note Assign a password for User Options web pages and PIN for Extension Mobility and Personal Directory Adds user information to the global directory for Cisc...

Page 35: ...button table or directory number Checklist for Installing the Cisco Unified IP Phone 7962G and 7942G Table 1 7 provides an overview and checklist of installation tasks for the Cisco Unified IP Phone 7962G and 7942G The list presents a suggested order to guide you through the phone installation Some tasks are optional depending on your system and user needs For detailed procedures and information r...

Page 36: ...to Yes and enter the IP address for the TFTP Server Note Consult with the network administrator to determine whether you need to assign an alternative TFTP server instead of using the TFTP server assigned by DHCP Without DHCP You must configure the IP address subnet mask TFTP server and default router locally on the phone choose Settings Network Configuration IPv4 Configuration To disable DHCP and...

Page 37: ...ures work correctly Refer to Cisco Unified IP Phone 7962G and 7942G Guide for Cisco Unified Communications Manager 7 0 SCCP and SIP 8 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 successfully use their Cisco Unified IP Phones See Appendix A Providing Information to Users Via a Website Table 1...

Page 38: ...d IP Phone 7962G and 7942G Administration Guide for Cisco Unified Communications Manager 7 0 OL 15483 01 Chapter 1 An Overview of the Cisco Unified IP Phone Overview of Configuring and Installing Cisco Unified IP Phones ...

Page 39: ...her 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 3 Understanding Phone Configuration Files page 2 5 Understanding the Phone Startup Process page 2 7 Adding Phones to the Cisco Unified Communications Manager Database page 2 8 Us...

Page 40: ...tions Manager System Guide and Cisco Unified Communications Manager Security 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 9 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 Communications Manager...

Page 41: ...ore information refer to the documentation included with a Cisco switch You can also access switch information at this URL http cisco com en US products hw switches index html Related Topics Understanding the Phone Startup Process page 2 7 Network Configuration Menu page 4 5 Providing Power to the Cisco Unified IP Phone The Cisco Unified IP Phone 7962G and 7942G can be powered with external power ...

Page 42: ...R 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 Functioning as a midspan device the injector delivers inline power to the attached phone The Cisco Unified IP Phone Power Injector is connected between a switch port and the IP Phone and supports a maximum cable length...

Page 43: ...le is set to Authenticated and the CTL file on the phone has a valid certificate for Cisco Unified Communications Manager the phone establishes a TLS connection to Cisco Unified Communications Manager Otherwise the phone establishes a TCP connection For SIP phones a TLS connection requires that the transport protocol in the phone configuration file be set to TLS which corresponds to the transport ...

Page 44: ...If auto registration is not enabled and the phone has not been added to the Cisco Unified Communications Manager database the phone registration request will be rejected In this case the phone will reset and attempt to register repeatedly If the phone has registered before the phone will access the configuration file named SEPmac_address cnf xml where mac_address is the MAC address of the phone Th...

Page 45: ...oads a phone image stored in Flash memory Using this image the phone initializes its software and hardware Resolving Startup Problems page 9 1 3 Configuring VLAN If the Cisco Unified 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 Config...

Page 46: ...onnecting to Cisco Unified Communications Manager and other information for the phone Adding Phones to the Cisco Unified Communications Manager Database page 2 8 Resolving Startup Problems page 9 1 8 Contacting Cisco Unified Communications Manager The configuration file defines how the Cisco Unified IP Phone communicates with Cisco Unified Communications Manager and provides a phone with its load ...

Page 47: ...nager Move auto registered phones to new locations and assign them to different device pools without affecting their directory numbers Note Cisco recommends you use auto registration to 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...

Page 48: ... MAC addresses and download pre defined configurations for phones Note Cisco recommends you use auto registration and TAPS to 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 To implement TAPS you or the end user dial a TAPS directory number and follow voice prompts When the...

Page 49: ...egistration and TAPS page 2 10 Adding Phones with BAT page 2 11 Adding Phones with BAT Cisco Unified Communications Manager Bulk Administration Tool BAT a standard Cisco Unified Communications Manager application enables you to perform batch operations including registration on multiple phones To add phones by using BAT only not in conjunction with TAPS you first need to obtain the appropriate MAC...

Page 50: ...ation Refer to Cisco Unified Communications Manager Bulk Administration Guide for detailed information about using BAT Step 2 If you are not using DHCP in your network configure the network parameters for the phone See the Configuring Startup Network Settings section on page 3 12 Step 3 Save the configuration updates and reset the phone Step 4 Notify the user to power cycle the phone Converting an...

Page 51: ...nications Manager Auto Registration parameter is SCCP perform these general steps 1 Set the Cisco Unified Communications Manager Auto Registration Protocol enterprise parameter to SCCP From Cisco Unified Communications Manager Administration choose System Enterprise Parameters 2 Install the phones 3 Change the Auto Registration Protocol enterprise parameter to SIP 4 Auto register the SIP phones De...

Page 52: ...ne 7962G and 7942G Administration Guide for Cisco Unified Communications Manager 7 0 OL 15483 01 Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network Determining the MAC Address for a Cisco Unified IP Phone ...

Page 53: ...ecurity on the Cisco Unified IP Phone page 3 13 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...

Page 54: ...ations Manager before connecting any Cisco Unified IP Phone to the network For information about enabling and configuring auto registration refer to Cisco Unified Communications Manager Administration Guide Also see the Adding Phones to the Cisco Unified Communications Manager Database section on page 2 8 You must use Cisco Unified Communications Manager to configure and assign telephony features ...

Page 55: ...sco Unified 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 does not certify or support products from headset or handset ven...

Page 56: ...of the features on the Cisco Unified IP Phone including the Volume and Mute buttons Use these buttons to adjust the ear piece volume and to mute the speech path from the headset microphone The wireless headset remote hookswitch control feature allows you to use a wireless headset with the Cisco Unified IP Phone Refer to the wireless headset documentation for information about connecting the headse...

Page 57: ...nectors Caution In European Union countries use only external headsets that are fully compliant with the EMC Directive 89 336 EC Installing the Cisco Unified IP Phone You must connect the Cisco Unified IP Phone to the network and to a power source before using it See Figure 3 1 for a graphical representation of the connections Note Before you install a phone even if it is new upgrade the phone to ...

Page 58: ... but you must use Category 5 5e for 100 Mbps connections See the Network and Access Ports section on page 3 2 for guidelines 6 Connect a straight through Ethernet cable from another network device such as a desktop computer to the access port labeled 10 100 PC port on the Cisco Unified IP Phone 7962G and 7942G Optional You can connect another network device later if you do not connect one now You ...

Page 59: ... IP Phone page 3 9 Verifying the Phone Startup Process page 3 11 Configuring Startup Network Settings page 3 12 Configuring Security on the Cisco Unified IP Phone page 3 13 1 DC adaptor port DC48V for phones not provided with inline power 6 Handset port 2 AC to DC power supply 7 Headset port 3 AC power cord 8 Footstand adjustment button 4 Network port 10 100 SW for connecting to the network 9 Auxi...

Page 60: ... in Cisco Unified Communications Manager To configure the Cisco Unified IP Phone Expansion Module on the Cisco Unified IP Phone follow these steps Procedure Step 1 Log in to Cisco Unified Communications Manager Administration Cisco Unified Communications Manager Administration window displays Step 2 From the menu choose Device Phone The Find and List Phone page appears You can search for one or mo...

Page 61: ...and program buttons to access phone services on the Cisco Unified IP Phone Expansion Module See the How Users Subscribe to Services and Configure Phone Features section on page A 3 for more details Related Topic Configuring Softkey Templates page 5 17 Adjusting the Placement of the Cisco Unified IP Phone The Cisco Unified IP Phone includes an adjustable footstand When placing the phone on a deskto...

Page 62: ... can use special brackets available in a Cisco Unified IP Phone wall mount kit Wall mount kits must be ordered separately from the phone If you attach the Cisco Unified IP Phone to a wall by using the standard footstand and not the wall mount kit you need to supply the following tools and parts Screwdriver Screws to secure the Cisco Unified IP phone to the wall See Figure 3 3 for a graphical overv...

Page 63: ...footstand The keyholes fit standard phone jack mounts Step 4 Hang the phone on the wall Figure 3 3 Parts Used in Wall Mounting the Cisco Unified IP Phone Verifying the Phone Startup Process After the Cisco Unified IP Phone has power connected to it the phone begins its startup process by cycling through the following steps 1 These buttons flash on and off in sequence Headset only if the handset is...

Page 64: ...rver must be available in your network Mute Phone is downloading images from the TFTP server Speaker Phone is writing images to its Flash memory 4 The LCD screen displays the Cisco Systems Inc logo screen 5 These messages appear as the phone starts Verifying Load if the phone load does not match the load on the TFTP server If this message appears the phone starts up again and repeats step 1 throug...

Page 65: ... LSC as described in Cisco Unified Communications Manager Security Guide Alternatively you can initiate the installation of an LSC from the Security Configuration menu on the phone This menu also lets you update or remove an LSC Before You Begin Make sure that the appropriate Cisco Unified Communications Manager and the Certificate Authority Proxy Function CAPF security configurations are complete...

Page 66: ...e procedure completes successfully the phone will display Installed or Not Installed The LSC install update or removal process can take a long time to complete You can stop the process at any time by pressing the Stop softkey from the Security Configuration menu Settings must be unlocked before you can press this softkey When the phone successfully completes the installation procedure it displays ...

Page 67: ...ng and making a variety of network settings For more information see the Network Configuration Menu section on page 4 5 Device Configuration Provides access to sub menus from which you can view a variety of non network related settings For more information see the Device Configuration Menu section on page 4 11 Security Configuration Provides options for displaying and modifying security settings F...

Page 68: ...ed Allows access to the Settings menu Disabled Prevents access to the Settings menu Restricted Allows access to the User Preferences menu and allows volume changes to be saved Prevents access to other options on the Settings menu If you cannot access an option on the Settings menu check the Settings Access field Procedure Step 1 Press the Applications Menu button Step 2 Press the Settings button t...

Page 69: ... not press to unlock options and then immediately press again to lock options The phone will interpret this sequence as which will reset the phone To lock options after unlocking them wait at least 10 seconds before you press again Related Topics Displaying a Configuration Menu page 4 2 Editing Values page 4 3 Overview of Options Configurable from a Phone page 4 4 Network Configuration Menu page 4...

Page 70: ...nu section on page 4 5 Note There are several options on the Network Configuration menu and on the Device Configuration Menu that are for display only or that you can configure from Cisco Unified Communications Manager These options are also described in this chapter Table 4 1 Settings Configurable from the Phone Category Description Network Configuration Menu Option General Network Settings VLAN ...

Page 71: ... unlock options as described in the Unlocking and Locking Options section on page 4 3 The Edit Yes or No softkeys for changing network configuration options appear only if options are unlocked For information about the keys you can use to edit options see the Editing Values section on page 4 3 TFTP settings If you do not use DHCP to direct the phone to a TFTP server you must manually assign a TFTP...

Page 72: ...sco Discovery Protocol CDP from the switch to which the phone is attached To assign a VLAN ID manually use the Admin VLAN ID option Admin VLAN ID Auxiliary VLAN in which the phone is a member Used only if the phone does not receive an auxiliary VLAN from the switch otherwise it is ignored 1 Unlock network configuration options 2 Scroll to the Admin VLAN ID option press the Edit softkey and then en...

Page 73: ...Save softkey PC VLAN Allows the phone to interoperate with 3rd party switches that do not support a voice VLAN The Admin VLAN ID option must be set before you can change this option 1 Unlock network configuration options 2 Make sure the Admin VLAN ID option is set 3 Scroll to the PC VLAN option press the Edit softkey and then enter a new PC VLAN setting 4 Press the Validate softkey and then press ...

Page 74: ...lidate softkey 5 Repeat Steps 3 and 4 as needed to assign backup routers 6 Press the Save softkey DNS Server 1 DNS Server 2 DNS Server 3 DNS Server 4 DNS Server 5 Primary Domain Name System DNS server DNS Server 1 and optional backup DNS servers DNS Server 2 5 used by the phone 1 Unlock network configuration options 2 Set the DHCP Enabled option to No 3 Scroll to the appropriate DNS Server option ...

Page 75: ...for the TFTP Server 1 option If neither the primary TFTP server nor the backup TFTP server is listed in the CTL file on the phone you must unlock the CTL file before you can save changes to the TFTP Server 1 option In this case the phone will delete the CTL file when you save changes to the TFTP Server 1 option A new CTL file will be downloaded from the new TFTP Server 1 address Note For informati...

Page 76: ...s For information about the CTL file refer to Cisco Unified Communications Manager Security Guide For information about unlocking the CTL file see to the Security Configuration Menu section on page 4 27 1 Unlock the CTL file if necessary for example if you are changing the administrative domain of the phone 2 Unlock network configuration options 3 Enter an IP address for the TFTP Server 1 option 4...

Page 77: ...enus see the Displaying a Configuration Menu section on page 4 2 Unified CM Configuration Menu The Unified CM Configuration menu contains the options Unified CM1 Unified CM2 Unified CM3 Unified CM4 and Unified CM5 These options show the Cisco Unified Communications Manager servers that are available for processing calls from the phone in prioritized order To change these options use Cisco Unified ...

Page 78: ...Administration Guide You configure an SRST router address in the Cisco Unified Communications Manager Administration SRST Reference Configuration window choose System SRST You configure an SRST reference in the Device Pool Configuration window choose System Device Pool TFTP Indicates that the phone was unable to register with a Cisco Unified Communications Manager listed in its configuration file ...

Page 79: ...ch a registration request expires From Cisco Unified Communications Manager Administration choose Device Device Settings SIP Profile Phone Label Displays the text that is displayed on the top right status line of the LCD on the phone This text is for end user display only and has no effect on caller identification or messaging This value will always be set to null Display only cannot configure Ena...

Page 80: ...ation if a registration is challenged by the call control server during initialization Use Cisco Unified Communications Manager Administration to modify Display Name Displays the identification the phone uses for display for caller identification purposes Use Cisco Unified Communications Manager Administration to modify Proxy Address Displays the IP address of the proxy server that will be used by...

Page 81: ...is enabled Yes or disabled No for the phone Use Cisco Unified Communications Manager Administration to modify Auto Answer Preferences Displays a sub menu that indicates whether auto answer is enabled Yes or disabled No for the each line From Cisco Unified Communications Manager Administration choose Call Routing Directory Number Speed Dials Displays a sub menu that displays the lines available on ...

Page 82: ... has not been used for 5 minutes From Cisco Unified Communications Manager Administration choose Device Phone Phone Configuration Idle URL Time Number of seconds that the phone has not been used and no menu is open before the XML service specified in the Idle URL option is activated From Cisco Unified Communications Manager Administration choose Device Phone Phone Configuration Table 4 10 HTTP Con...

Page 83: ...cription To Change NTP Server 1 IP address of the primary NTP server Use Cisco Unified Communications Manager Administration to modify NTP Server 2 IP address of the secondary or backup NTP server Use Cisco Unified Communications Manager Administration to modify NTP Mode 1 Primary server mode Supported modes are Directed Broadcast Unicast Multicast Any cast Use Cisco Unified Communications Manager...

Page 84: ...egardless of their setting Default Enabled From Cisco Unified Communications Manager Administration choose Device Phone Phone Configuration more Softkey Timer Indicates the number of seconds that additional softkeys are displayed after the user presses more If this timer expires before the user presses another softkey the display reverts to the initial softkeys Range 5 to 30 0 represents an infini...

Page 85: ...sabled From Cisco Unified Communications Manager Administration choose Device Phone Phone Configuration Table 4 13 UI Configuration Menu Options continued Option Description To Change Table 4 14 Media Configuration Menu Options Option Description To Change Headset Enabled Indicates whether the Headset button is enabled on the phone From Cisco Unified Communications Manager Administration choose De...

Page 86: ...nes This xml file is usually named tones xml or g3 tones xml From Cisco Unified Communications Manager Administration choose Device Phone Phone Configuration Recording Tone Local Volume Indicates the loudness setting for the beep tone that is received by the party whose phone has the Recording Tone option enabled This setting applies for each listening device handset speakerphone headset Range 0 p...

Page 87: ...Unified Communications Manager Administration choose Device Phone Phone Configuration to set this value Note If you allowed this option to be user controllable in the Wideband Headset UI Control option the user configured value takes precedence Enterprise Advertise G 722 Codec Enables disables Cisco Unified IP Phones to advertise the G 722 codec to Cisco Unified Communications Manager If enabled d...

Page 88: ...application that requires monitoring of the phone s traffic is being run on the access port These applications include monitoring and recording applications common in call center environments and network packet capture tools that are used for diagnostic purposes From Cisco Unified Communications Manager Administration choose Device Phone Phone Configuration Forwarding Delay Indicates whether the i...

Page 89: ...plication that requires monitoring of the phone s traffic is running on the PC These applications include monitoring and recording applications and network monitoring software From Cisco Unified Communications Manager Administration choose Device Phone Phone Configuration Web Access Enabled Indicates whether web access is enabled Yes or disabled No for the phone From Cisco Unified Communications M...

Page 90: ...ne s upgrade You can set the Load Server to another TFTP server IP address or name other than the TFTP Server 1 or TFTP Server 2 from which the phone firmware can be retrieved for phone upgrades When the Load Server option is set the phone contacts the designated server for the firmware upgrade Note The Load Server option allows you to specify an alternate TFTP server for phone upgrades only The p...

Page 91: ...tch port CDP values are shown on the Settings menu From Cisco Unified Communications Manager Administration choose Device Phone CDP SW Port Indicates whether CDP is supported on the switch port default is enabled Enable CDP on the switch port for VLAN assignment for the phone power negotiation QoS management and 802 1x security Enable CDP on the switch port when the phone is connected to a Cisco s...

Page 92: ...om the TFTP server by only the root phone in the hierarchy and are then rapidly transferred down the transfer hierarchy to the other phones on the subnet using TCP connections This menu option indicates whether the phone supports Peer Firmware Sharing Settings include Enabled Disabled default From Cisco Unified Communications Manager Administration choose Device Phone Phone Configuration Log Serve...

Page 93: ...ty Configuration Menu section on page 4 22 LLDP MED SW Port Enables and disables Link Layer Discovery Protocol Media Endpoint Discovery LLDP MED on the switch port Use this setting to force the phone to use a specific discovery protocol which should match the protocol supported by the switch Settings include Enabled default Disabled From Cisco Unified Communications Manager Administration choose D...

Page 94: ...nstalled on the phone Yes or is not installed on the phone No 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 CTL File Displays the MD5 hash of the certificate trust list CTL file that is installed in the phone and provides access to the CTL File menu If no CTL file...

Page 95: ...is configured for the phone the CTL file installs automatically when the phone reboots or resets A locked padlock icon in this option indicates that the CTL file is locked An unlocked padlock icon indicates that the CTL file is unlocked For more information about this file refer to the Configuring the Cisco CTL Client section in Cisco Unified Communications Manager Security Guide CAPF Server IP ad...

Page 96: ... and Security Configuration 802 1X Authentication Status Table 4 21 Trust List Menu Settings Option Description To Change CAPF Server IP address of the CAPF used by the phone Also displays a certificate icon if a certificate is installed for this server For more information about this file refer to the Configuring the Cisco CTL Client section in Cisco Unified Communications Manager Security Guide ...

Page 97: ... 802 1X Authentication using the following menu options described in the following rows Device ID Shared Secret Realm Choose Settings Security Configuration 802 1X Authentication EAP MD5 Device ID A derivative of the phone s model number and unique MAC address displayed in this format CP model SEP MAC Display only Cannot configure Shared Secret Choose a password to use on the phone and on the auth...

Page 98: ...on Status Real time progress of the 802 1X authentication status displaying one of the following states Disabled 802 1X is disabled and transaction was not attempted Disconnected Physical link is down or disconnected Connecting Trying to discover or acquire the authenticator Acquired Authenticator acquired awaiting authentication to begin Authenticating Authentication in progress Authenticated Aut...

Page 99: ...ee Appendix C Supporting International Users This chapter includes following topics Telephony Features Available for the Cisco Unified IP Phone page 5 1 Configuring Corporate and Personal Directories page 5 14 Modifying Phone Button Templates page 5 16 Configuring Softkey Templates page 5 17 Setting Up Services page 5 18 Adding Users to Cisco Unified Communications Manager page 5 18 Managing the U...

Page 100: ...waiting off indicator A directly connected voice messaging system uses the specified directory number to set or to clear a message waiting indication for a particular Cisco Unified IP Phone For more information refer to Cisco Unified Communications Manager Administration Guide Message Waiting Configuration chapter Cisco Unified Communications Manager System Guide Voice Mail Connectivity to Cisco U...

Page 101: ... external transfer Prevents users from transferring an external call to another external number For more information refer to Cisco Unified Communications Manager Features and Services Guide External Call Transfer Restrictions chapter Busy Lamp Field BLF Allows a user to monitor the call state of a directory number associated with a speed dial button call log or directory listing on the phone For ...

Page 102: ...guration is ignored and the call rings through For more information refer to the Cisco Unified Communications Manager System Guide Cisco Unified IP Phones chapter Call forward all loop prevention Prevents a user from configuring a Call Forward All destination directly on the phone that creates a Call Forward All loop or that creates a Call Forward All chain with more hops than the existing Forward...

Page 103: ...equires no configuration Caller ID Displays caller identification such as a phone number name or other descriptive text on the phone screen For more information refer to Cisco Unified Communications Manager Administration Guide Configuring Cisco Unified IP Phones chapter Cisco Unified Communications Manager System Guide Understanding Route Plans chapter Cisco Unified Communications Manager Feature...

Page 104: ...istration Guide Cisco Unified IP Phone Configuration chapter Cisco Unified Communications Manager System Guide Cisco Unified IP Phones chapter CTI Applications A computer telephony integration CTI route point can designate a virtual device to receive multiple simultaneous calls for application controlled redirection For more information refer to the Cisco Unified Communications Manager Administrat...

Page 105: ...urn off all audible and visual notifications or Ringer Off to turn off only the ringer DND Option appears on both the Common Phone Profile window and the Phone Configuration window Phone Configuration window value takes precedence DND Incoming Call Alert Choose the type 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 Profi...

Page 106: ...active state to a held state Requires no configuration unless you want to use music on hold See Music on Hold in this table for information See Hold Reversion in this table Hold Reversion Limits the amount of time that a call can be on hold before reverting back to the phone that put the call on hold and alerting the user Reverting calls are distinguished from incoming calls by a single ring or be...

Page 107: ...ne Cisco Unified Communications Manager Feature and Services Guide Intercom chapter Join Select Allows user to join two or more calls that are on one line to create a conference call and remain on the call For more information See the Configuring Softkey Templates section on page 5 17 Refer to Cisco Unified Communications Manager System Guide Cisco Unified IP Phones chapter Cisco Unified IP Phone ...

Page 108: ...r to the Cisco Unified Communications Manager Features and Services Guide Mobile Connect and Mobile Voice Access chapter 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 refer to the Cisco Unified Communications Manager Features and Serv...

Page 109: ... adding themselves to a call and from viewing information on their phone screens about the call of the other user For more information refer to Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phone Configuration chapter Cisco Unified Communications Manager System Guide Cisco Unified IP Phones chapter Cisco Unified Communications Manager Features and Services Guide Barge ...

Page 110: ...e conference calls using a secured conference bridge As new participants are added by using Confrn Join cBarge Barge softkeys or MeetMe conferencing the secure call icon displays as long as all participants use secure phones The Conference List displays the security level of each conference participant Initiators can remove non secure participants from the Conference List Non initiators can add or...

Page 111: ... feature is disabled when a call is being monitored or recorded For more information refer to the Cisco Unified Communications Manager Features and Services Guide Monitoring and Recording chapter Single Button Barge Allows users to press a line key to Barge or cBarge into a remote in use call on a shared line For more information refer to Cisco Unified Communications Manager Administration Guide D...

Page 112: ...on Guide Understanding Directory Numbers chapter Video mode SCCP phones only Allows a user to select the video display mode for viewing a video conference depending on the modes configured in the system For more information Refer to Cisco Unified Communications Manager Administration Guide Conference Bridge Configuration chapter Refer to Cisco Unified Communications Manager System Guide Understand...

Page 113: ...d LDAP Authentication Configuration chapters After the LDAP directory configuration completes users can use the Corporate Directory service on their Cisco Unified IP Phone 7962G and 7942G to look up users in the corporate directory Configuring Personal Directory Personal Directory consists of the following features Personal Address Book PAB Personal Fast Dials Fast Dials Address Book Synchronizati...

Page 114: ...G template that ships with the phone uses buttons 1 and 2 for lines To avoid confusion for users do not assign a feature to a button and a softkey at the same time The recommended standard Cisco Unified IP Phone 7962G template uses buttons 1 and 2 for lines assigns button 3 as speed dial and buttons 4 through 6 as Hold Conference and Transfer respectively The recommended standard Cisco Unified IP ...

Page 115: ...tep 4 Click Copy enter a name for the new template and then click Save The Phone Button Template Configuration window opens Step 5 Identify the button you would like to assign and select Service URL from the Features drop down list box associated with the line Step 6 Click Save to create a new phone button template using the service URL Step 7 Choose Device Phone and open the Phone Configuration w...

Page 116: ...vices include local movie times stock quotes and weather reports Before a user can access any service You must use Cisco Unified Communications Manager Administration to configure available services The user must subscribe to services using the Cisco Unified Communications Manager User Options application This web based application provides a graphical user interface GUI for limited end user confi...

Page 117: ... users can customize and control several phone features and settings For detailed information about the User Options web pages refer to Cisco Unified IP Phone 7962G and 7942G Phone Guide Giving Users Access to the User Options Web Pages Before a user can access the User Options web pages you must use Cisco Unified Communications Manager Administration to add the user to a standard Cisco Unified Co...

Page 118: ...ns web pages by choosing one of these values from the Parameter Value drop down list box for the parameter True Option displays on the User Options web pages default except for Show Ring Settings Show Line Text Label and Show Call Forwarding False Option does not display on the User Options web pages Show All Settings All call forward settings display on the User Options web pages default Hide All...

Page 119: ...g Configuration Files You can modify configuration files for example edit the xml files and add customized files for example custom ring tones call back tones phone backgrounds 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 Commun...

Page 120: ... 6 3 Configuring a Custom Phone Ring page 6 3 Ringlist xml File Format Requirements The Ringlist 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 TFT...

Page 121: ...the Cisco TFTP server for each Cisco Unified Communications Manager in your cluster For more information see the Software Upgrades chapter in Cisco Unified Communications Operating System Administration Guide Step 3 Use an text editor to edit the Ringlist xml file See the Ringlist xml File Format Requirements section on page 6 2 for information about how to format this file and for a sample Ringli...

Page 122: ...ackground Images menu on the phone For each image the List xml file contains one element type called ImageItem The ImageItem element includes these two attributes Image Uniform resource identifier URI that specifies where the phone obtains the thumbnail image that will appear on the Background Images menu on a phone URL URI that specifies where the phone obtains the full size image The following e...

Page 123: ...se steps Procedure Step 1 Create two PNG files for each image a full size version and a thumbnail version Ensure the PNG files comply with the format guidelines that are listed in the PNG File Requirements for Custom Background Images section on page 6 4 Step 2 Upload the new PNG files that you created to the following subdirectory in the TFTP server for the Cisco Unified Communications Manager De...

Page 124: ...dset or wideband handset but if either the headset or handset is enabled the user may notice greater audio sensitivity during the call Greater sensitivity means improved audio clarity but also means that more background noise can be heard by the far endpoint noise such as rustling papers or nearby conversations Even without a wideband headset or handset some users may prefer the additional sensiti...

Page 125: ...tics firmware versions and Expansion Module information For more information see the Status Menu section on page 7 2 Call Statistics screen Displays counters and statistics for the current call For more information see the Call Statistics Screen section on page 7 12 You can use the information on these screens to monitor the operation of a phone and to assist with troubleshooting You can also obta...

Page 126: ...play only cannot configure MAC Address MAC address of the phone Display only cannot configure Load File Identifier of the factory installed load running on the phone Display only cannot configure Boot Load ID Identifier of the factory installed load running on the phone Display only cannot configure Serial Number Serial number of the phone Display only cannot configure CTL File Displays the MD5 ha...

Page 127: ... Status Messages screen press the Exit softkey Table 7 2 Status Messages on the Cisco Unified IP Phone Message Description Possible Explanation and Action BootP server used The phone obtained its IP address from a BootP server rather than a DHCP server None This message is informational only CFG file not found The name based and default configuration file was not found on the TFTP Server The confi...

Page 128: ...k connectivity between the DHCP server and the phone Verify the network connections DHCP server is down Check configuration of DHCP server Errors persist Consider assigning a static IP address See the Network Configuration Menu section on page 4 5 for details on assigning a static IP address Dialplan Parsing Error SIP phones only The phone could not properly parse the dialplan XML file Problem wit...

Page 129: ...ret is configured in the phone or authentication server The shared secret configured in the phone and the authentication server do not match Phone has not been configured in the authentication server File auth error An error occurred when the phone tried to validate the signature of a signed file This message includes the name of the file that failed The file is corrupted If the file is a phone co...

Page 130: ...oad ID assigned to the phone from Cisco Unified Communications Manager choose Device Phone Re enter the load displayed on the phone See the Firmware Versions Screen section on page 7 10 to verify the phone setting Load Server is invalid Indicates an invalid TFTP server IP address or name in the Load Server option The Load Server setting is not valid The Load Server specifies a TFTP server IP addre...

Page 131: ...on on page 4 5 for details on assigning a TFTP server TFTP file not found The requested load file bin was not found in the TFTPPath directory Check the load ID assigned to the phone from Cisco Unified Communications Manager choose Device Phone Verify that the TFTPPath directory contains a bin file with this load ID as the name TFTP error The phone does not recognize an error code provided by the T...

Page 132: ...when the network load reduces No network connectivity between the TFTP server and the phone Verify the network connections TFTP server is down Check configuration of TFTP server Timed Out Supplicant attempted 802 1X transaction but timed out to due the absence of an authenticator Authentication typically times out if 802 1X is not configured on the switch Version error The name of the phone load f...

Page 133: ...ed TCP CM NAKed KeepaliveTO Failback Phone Keypad Phone Re IP Reset Reset Reset Restart Phone Reg Rej Load Rejected HC CM ICMP Unreach Phone Abort Cause of the last reset of the phone Elapsed Time Amount of time that has elapsed since the phone last rebooted Port 1 Link state and connection of the PC port for example Auto 100 Mb Full Duplex means that the PC port is in a link up state and has auto...

Page 134: ...e Version screen follow these steps Procedure Step 1 Press the Settings button Step 2 Select Status Step 3 Select Firmware Versions To exit the Firmware Version screen press the Exit softkey Port 2 Link state and connection of the Network port IPv4 Information on the DHCP status This includes the following states CDP BOUND CDP INIT DHCP BOUND DHCP DISABLED DHCP INIT DHCP INVALID DHCP REBINDING DHC...

Page 135: ...atus Step 3 Select Expansion Module To exit the Expansion Module screen press the Exit softkey Table 7 4 Firmware Version Information Item Description Load File Load file running on the phone App Load ID Identifies the JAR file running on the phone JVM Load ID Identifies the Java Virtual Machine JVM running on the phone OS Load ID Identifies the operating system running on the phone Boot Load ID I...

Page 136: ... 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 To display the Call Statistics screen for information about the last voice stream follow these steps Procedure Step 1 Pres...

Page 137: ...Rcvr Discarded Number of RTP packets in the receiving voice stream that have been discarded bad packets too late and so on Note The phone will discard payload type 19 comfort noise packets that are generated by Cisco Gateways which will increment this counter Rcvr Lost Packets Missing RTP packets lost in transit Voice Quality Metrics MOS LQK Score that is an objective estimate of the mean opinion ...

Page 138: ...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 voice stream Conceal Secs Number of seconds that have concealment events lost frames from the start of the voice stream includes severely concealed seconds Severely Conceal Secs Number of seconds that have more tha...

Page 139: ...e 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 Troubleshooting an...

Page 140: ...ings and related information for the phone For more information see the Device Information section on page 8 4 Network Configuration Displays network configuration information and information about other phone settings For more information see the Network Configuration section on page 8 5 Network Statistics Includes the following hyperlinks which provide information about network traffic Ethernet ...

Page 141: ...s that are described in this chapter and to the Cisco Unified Communications Manager User Options web pages To disable access to the web pages for a phone follow these steps from Cisco Unified Communications Manager Administration Procedure Step 1 Choose Device Phone Step 2 Specify the criteria to find the phone and click Find or click Find to display a list of all phones Step 3 Click the device n...

Page 142: ...4 if connected to the phone Expansion Module 2 Phone load ID for the second Cisco Unified IP Phone Expansion Module 7914 if connected to the phone Hardware Revision Revision value of the phone hardware Serial Number Serial number of the phone Model Number Model number of the phone Message Waiting Indicates if there is a voice message waiting on any line for this phone UDI Displays the following Ci...

Page 143: ...s Item Description DHCP Server IP address of the Dynamic Host Configuration Protocol DHCP server from which the phone obtains its IP address BOOTP Server Indicates whether the phone obtains its configuration from a Bootstrap Protocol BootP server MAC Address Media Access Control MAC address of the phone Host Name Host name that the DHCP server assigned to the phone Domain Name Name of the Domain N...

Page 144: ...ger servers become unreachable The SRST Cisco Unified Communications Manager always appears last in the list of servers even if it is active You configure the SRST router address in the Device Pool section in Cisco Unified Communications Manager Configuration window Information URL URL of the help text that appears on the phone Directories URL URL of the server from which the phone obtains directo...

Page 145: ...nitions of the tones and cadences used by the phone Headset Enabled Indicates whether the Headset button is enabled on the phone User Locale Version Version of the user locale loaded on the phone Network Locale Version Version of the network locale loaded on the phone PC Port Disabled Indicates whether the PC port on the phone is enabled or disabled Speaker Enabled Indicates whether the speakerpho...

Page 146: ...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 Note When CDP is disabled in Cisco Unified Communications Manager a warning is displayed indicating that disabling CDP on the PC port prevents CVTA from working Note The current PC and switch port CDP values are...

Page 147: ...phone Tx unicast Total number of unicast packets transmitted by the phone Rx Frames Total number of packets received by the phone Rx broadcast Total number of broadcast packets received by the phone Rx multicast Total number of multicast packets received by the phone Rx unicast Total number of unicast packets received by the phone RxPacketNoDes Total number of shed packets caused by no Direct Memo...

Page 148: ...t was being transmitted Tx excessLength Total number of packets not transmitted because the packet experienced 16 transmission attempts Tx broadcast Total number of broadcast packets transmitted by the phone Tx multicast Total number of multicast packets transmitted by the phone LLDP FramesOutTotal Total number of LLDP frames sent out from the phone LLDP AgeoutsTotal Total number of LLDP frames th...

Page 149: ...phone s web page provide information about the streams Most calls use only one stream Stream 1 but some calls use two or three stream For example a barged call uses Stream 1 and Stream 2 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 the Stream 2 the Stream 3 the Stream ...

Page 150: ...objective estimate of the mean opinion score MOS for listening quality LQK that rates from 5 excellent to 1 bad This score is based on audible concealment events due to frame loss in the preceding 8 second interval of the voice stream For more information see the Monitoring the Voice Quality of Calls section on page 9 15 Note The MOS LQK score can vary based on the type of codec that the Cisco Uni...

Page 151: ...ality of Calls section on page 9 15 The MOS LQK score can vary based on the type of codec that the Cisco Unified IP Phone uses Avg MOS LQK Average MOS LQK score observed for the entire voice stream Min MOS LQK Lowest MOS LQK score observed from start of the voice stream Max MOS LQK Baseline or highest MOS LQK score observed from start of the voice stream These codecs provide the following maximum ...

Page 152: ...83 01 Chapter 8 Monitoring the Cisco Unified IP Phone Remotely Streaming Statistics Related Topics Configuring Settings on the Cisco Unified IP Phone chapter Configuring Features Templates Services and Users chapter Call Statistics Screen section on page 7 12 Monitoring the Voice Quality of Calls section on page 9 15 ...

Page 153: ...e Resets Unexpectedly page 9 6 Troubleshooting Cisco Unified IP Phone Security page 9 8 General Troubleshooting Tips page 9 9 General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module page 9 12 Resetting or Restoring the Cisco Unified IP Phone page 9 13 Using the Quality Report Tool page 9 14 Monitoring the Voice Quality of Calls page 9 15 Where to Go for More Troubleshooting In...

Page 154: ...one is 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 i...

Page 155: ... by the phone by pressing the Settings button on the phone choosing Network Configuration IPv4 and scrolling to the TFTP Server 1 option If you have assigned a static IP address to the phone you must manually enter a setting for the TFTP Server 1 option See the Network Configuration Menu section on page 4 5 If you are using DHCP the phone obtains the address for the TFTP server from the DHCP serve...

Page 156: ...P Phone attempts to open a TCP connection to all the Cisco Unified Communications Manager servers that are part of the assigned Cisco Unified Communications Manager group If none of these options contain IP addresses or show Active or Standby the phone is not properly registered with Cisco Unified Communications Manager See the Checking Network Connectivity section on page 9 3 for tips on resolvin...

Page 157: ...s Manager database You can use the Route Plan Report to view and delete unassigned reference numbers Refer to Cisco Unified Communications Manager Administration Guide for more information Changing the buttons on a phone button template or assigning a different phone button template to a phone may result in directory numbers that are no longer accessible from the phone The directory numbers are st...

Page 158: ... 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 Configuration page 9 7 Verifying that the Phones Have Not Been Intentionally Reset page 9 7 Eliminating DNS or Other Connectivity Errors page 9 7 Verifying the ...

Page 159: ...ave a voice VLAN configured Isolating 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 th...

Page 160: ...ne 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 Security Table 9 1 provides troubleshooting inform...

Page 161: ...age 4 30 Status menu displays 802 1x status as Failed see the Call Statistics Screen section on page 7 12 802 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 22 for information on enabling 802 1X on the phone Phone does not register with Cisco Uni...

Page 162: ...ection 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 configuration options are locked...

Page 163: ... 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 audio When at lea...

Page 164: ...hed with the iLBC protocol does not show that the iLBC codec is being used Call statistics display does not show iLBC as the receiver sender codec 1 Check the following by using Cisco Unified Communications Manager Administration Both phones are in the iLBC device pool The iLBC device pool is configured with the iLBC region The iLBC region is configured with the iLBC codec 2 Capture a sniffer trac...

Page 165: ... amber Verify that the Cisco Unified IP Phone Expansion Module is configured in Cisco Unified Communications Manager Table 9 3 Cisco Unified IP Phone Expansion Module 7914 Troubleshooting continued Problem Solution Table 9 4 Basic Reset Methods Operation Performing Explanation Restart phone Press the Services Settings or Directories button and then press Resets any user and network configuration c...

Page 166: ...ds file or the term42 default loads and the files specified in that file should be available on the TFTP server that is specified by the DHCP packet To perform a factory reset of a phone perform the following steps Procedure Step 1 Unplug the power cable from the phone and then plug it back in The phone begins its power up cycle Step 2 While the phone is powering up and before the Speaker button f...

Page 167: ...re than five percent concealment frames MOS LQK metrics Use a numeric score to estimate the relative voice listening quality The Cisco Unified IP Phone calculates the mean opinion score MOS for listening quality LQK based audible concealment events due to frame loss in the preceding 8 seconds and includes perceptual weighting factors such as codec type and frame size MOS LQK scores are produced by...

Page 168: ...f CVTQ allows basic quality classifications to be indicated as good normal or bad abnormal Calls with high scores approximately 4 5 indicate high quality low packet loss and lower scores approximately 3 5 indicate low quality high packet loss Unlike MOS the Conceal Ratio and Concealed Seconds metrics remain valid and useful for both wideband and narrowband calls A Conceal Ratio of zero indicates t...

Page 169: ...Support and Documentation http www cisco com en US products sw voicesw tsd_products_support_ category_home html Cleaning the Cisco Unified IP Phone To clean your Cisco Unified IP phone use only a dry soft cloth to gently wipe the phone and the LCD screen Do not apply liquids or powders directly on the phone As with all non weather proof electronics liquids and powders can damage the components and...

Page 170: ...9 18 Cisco Unified IP Phone 7962G and 7942G Administration Guide for Cisco Unified Communications Manager 7 0 OL 15483 01 Chapter 9 Troubleshooting and Maintenance Cleaning the Cisco Unified IP Phone ...

Page 171: ... Only page A 2 How Users Subscribe to Services and Configure Phone Features page A 3 How Users Access a Voice Messaging System page A 3 How Users Configure Personal Directory Entries page A 4 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 recei...

Page 172: ...one models available so to assist users in finding the appropriate documentation on the Cisco website Cisco recommends that you provide links to the current documentation If you do not want to or cannot send users to the Cisco website Cisco suggests that you download the PDF files and provide them to end users on your website For a list of available documentation for Cisco Unified IP Phones go to ...

Page 173: ...w for your end users You need to provide as much information as possible to ensure that they can successfully access and use the User Options web pages Make sure to provide end users with the following information about the User Options web pages The URL required to access the application This URL is http server_name portnumber ccmuser where server_name is the host on which the web server is insta...

Page 174: ...og box displays click Save Send the TabSyncInstall exe file to all users who require this application See the Installing and Configuring the Cisco Unified IP Phone Address Book Synchronizer section on page A 4 for information about installing the Cisco Unified IP Phone Address Book Synchronizer Installing and Configuring the Cisco Unified IP Phone Address Book Synchronizer Use this tool to synchro...

Page 175: ...nformation window displays Step 3 Enter the Cisco Unified IP Phone user name and password and click OK Step 4 To configure Cisco Unified Communications Manager server information 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 ...

Page 176: ...nified IP Phone 7962G and 7942G Administration Guide for Cisco Unified Communications Manager 7 0 OL 15483 01 Appendix A Providing Information to Users Via a Website How Users Configure Personal Directory Entries ...

Page 177: ...isco com en US products hw phones ps379 tsd_products_support_series_home html The specific sections that describe the features in the phone guide are referenced in Table B 1 Table B 1 Cisco Unified IP Phone 7962G and 7942G Feature Support by Protocol Features Cisco Unified IP Phones 7962G 7942G For More Information SCCP SIP Calling Features Abbreviated Dialing Supported Supported Basic Call Handli...

Page 178: ...ted Basic Call Handling Answering a Call Caller ID Supported Supported An Overview of Your Phone Understanding Touch Screen Features or An Overview of Your Phone Understanding Phone Screen Features Client Matter Codes CMC Supported Not supported Basic Call Handling Placing a Call Additional Options Conference Supported Supported Basic Call Handling Making Conference Calls Computer Telephony Integr...

Page 179: ...ling Making Conference Calls Multilevel Precedence and Preemption MLPP Supported Not supported Advanced Call Handling Prioritizing Critical Calls Multiple Calls per Line Appearance 200 50 An Overview of Your Phone Understanding Lines vs Calls Mute Supported Supported Basic Call Handling Using Mute On hook Dialing Pre Dial Supported Supported Basic Call Handling Placing a Call Basic Options Other G...

Page 180: ...tive Data Services SDK Compliance 4 0 1 4 0 1 Cisco Unified IP Phone Service Application Development Notes for Release 4 1 3 or later Directories Call Logs Supported Supported Using Call Logs and Directories Directory Dialing Corporate Directories Supported Supported Using Call Logs and Directories Directory Dialing Personal Directory Enhancements Supported Supported Using Call Logs and Directorie...

Page 181: ...upported 7962G only Cisco Unified IP Phone Expansion Module 7915 Phone Guide Cisco Unified IP Phone Expansion Module 7916 Supported 7962G only Supported 7962G only Cisco Unified IP Phone Expansion Module 7916 Phone Guide Cisco VT Advantage Supported Not supported Cisco VT Advantage User Guide Table B 1 Cisco Unified IP Phone 7962G and 7942G Feature Support by Protocol continued Features Cisco Unif...

Page 182: ...B 6 Cisco Unified IP Phone 7962G and 7942G Administration Guide for Cisco Unified Communications Manager 7 0 OL 15483 01 Appendix B Feature Support by Protocol for Cisco Unified IP Phone 7962G and 7942G ...

Page 183: ...s b 1 Note Phone overlays are available only for languages in which the Cisco Unified IP Phone software has been localized All languages may not be immediately available so continue to check the website for updates Installing the Cisco Unified Communications Manager Locale Installer If you are using Cisco Unified IP Phones in a locale other than English United States you must install the locale sp...

Page 184: ...ies may display a symbol to represent the international escape code for your location Depending on the configuration for your phone system the may be replaced with the correct international dialing code or you may need to edit the number before dialing to manually replace the with the international escape code for your location In addition while the call log or directory entry may display the full...

Page 185: ...Table D 1 Physical and Operating Specifications Specification Value or Range Operating temperature 32 to 104 F 0 to 40 C Operating relative humidity 10 to 95 non condensing Storage temperature 14 to 140 F 10 to 60 C Height 8 in 20 32 cm Width 10 5 in 26 67 cm Depth 6 in 15 24 cm Weight 3 5 lb 1 6 kg 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 powe...

Page 186: ...ugh 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 10 100 SW on the Cisco Unified IP Phone The access port is labeled 10 100 PC on the Cisco Unified IP Phone Network Port Connector Table D 2 describes the network port connector pinouts Access Port Connector Table D 3 describes the access ...

Page 187: ...ager 7 0 OL 15483 01 Appendix D Technical Specifications Network and Access Port Pinouts 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 Table D 3 Access Port Connector Pinouts continued Pin Number Function ...

Page 188: ...D 4 Cisco Unified IP Phone 7962G and 7942G Administration Guide for Cisco Unified Communications Manager 7 0 OL 15483 01 Appendix D Technical Specifications Network and Access Port Pinouts ...

Page 189: ...rch 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 E 1 Adding a User to Cisco Unified Communications Manager page E 2 Configuring the Phone page E 3 If you are not already on the End User Configuration page choose User Management End User to perfor...

Page 190: ...ations Manager Administration Step 2 Choose System LDAP LDAP 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 Note 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...

Page 191: ...ew Step 3 Select the user s phone model from the Phone Type drop down list then click Next Step 4 Select the device protocol SCCP or SIP from the drop down list then click Next The Phone Configuration window appears Procedure 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 Ste...

Page 192: ...You can use the search field s in conjunction with the Find button to find all configured softkey templates and their current settings Common Phone Profile From the drop down list box choose a common phone profile from the list of available common phone profiles Note Common Phone Profiles are defined on the Common Phone Profile Configuration window of Cisco Unified Communications Manager Administr...

Page 193: ...uld contain the same number that appears in the Telephone Number field on the User Configuration window Example 26640 is the directory number of user John Doe in the example above c From the Route Partition drop down list choose the partition to which the directory number belongs If you do not want to restrict access to the directory number choose None for the partition d From the Calling Search S...

Page 194: ...t to the user s name then click Add Selected The user s name and user ID should now appear in the Users Associated With Line pane of the Directory Number Configuration window i Click Save The user is now associated with Line 1 on the phone j If your phone has a second line configure Line 2 k Associate the user with the device Choose User Management End User Use the search boxes and the Find button...

Page 195: ... Associations pane of the screen set the primary extension from the drop down list Step 2 In the Mobility Information pane check the Enable Mobility box Step 3 In the Permissions Information pane use the User Group buttons to add this user to any user groups For example you may want to add the user to a group that has been defined as a Standard CCM End User Group To view all configured user groups...

Page 196: ...Cisco Unified IP Phone 7962G and 7942G Administration Guide for Cisco Unified Communications Manager 7 0 OL 15483 01 Appendix E Basic Phone Administration Steps Performing Final End User Configuration Steps ...

Page 197: ...ccess port configuring 4 7 connecting 3 6 disabled 4 22 forwarding packets to 4 22 8 8 purpose 3 3 access to phone settings 4 1 Access web page 8 2 8 9 adding Cisco Unified IP Phones manually 2 11 Cisco Unified IP Phones using auto registration 2 9 users to Cisco Unified Communications Manager 5 18 Admin VLAN ID 4 6 AdvanceAdhocConference service parameter 5 6 Alternate TFTP 4 9 anonymous call boc...

Page 198: ... breakout 5 4 loop prevention 5 4 call forward all B 2 call forward all breakout B 2 call forward all loop prevention B 2 call forward busy B 2 call forward configurable display B 2 call forward destination override 5 5 B 2 call forward display configuring 5 6 call forward no answer B 2 call logs B 4 call park 5 5 B 2 call pickup B 2 call recording 5 5 call security restrictions using Barge 1 14 c...

Page 199: ...age B 5 cleaning the Cisco Unified IP Phone 9 17 Clear softkey 7 3 7 8 client matter codes 5 5 B 2 Communications Manager 1 5 4 11 computer telephony integration CTI applications B 2 conference 5 6 B 2 secure 1 13 conference joining 5 6 conferencing secure B 3 configurable call forward display 5 4 5 6 configuration file creating 9 5 encrypted 1 12 modifying 6 1 overview 2 5 XmlDefault cnf xml 2 6 ...

Page 200: ... documentation for users A 2 Domain Name 4 6 Domain Name System DNS 4 6 Domain Name System DNS server 4 8 do not disturb 5 7 B 2 DSCP For Call Control 4 23 DSCP For Configuration 4 23 DSCP For Services 4 23 E EAP MD5 4 31 editing configuration values 4 3 encrypted call 1 13 encrypted configuration files 1 12 encryption 1 9 media 1 11 enterprise parameters call forward options 5 19 5 20 user option...

Page 201: ...onnecting 3 5 light strip 1 4 headset audio quality 3 4 connecting 3 4 disabling 3 4 enabling wireless headset hookswitch control 3 4 quality 3 4 using 3 3 wireless enabling 3 4 headset button 1 3 Headset Enabled 4 19 headset port 3 5 height adjusting 3 9 help button description of 1 3 help system 5 8 B 3 hold 5 8 B 3 hold reversion 5 8 B 3 Host Name 4 6 HTTP description 1 4 HTTP Configuration men...

Page 202: ...4 26 asset ID 4 27 PC port 8 8 power priority 4 27 LLDP MED 4 27 SW port 8 8 Locale Configuration menu about 4 16 4 17 options Network Locale 4 16 Network Locale Version 4 17 User Locale 4 16 User Locale Char Set 4 16 User Locale Version 4 16 Locale Installer C 1 localization Installing the Cisco Unified Communications Manager Locale Installer C 1 phone button overlays for C 1 Logging Display 4 23...

Page 203: ...options TFTP Server 1 4 9 IPv4 options Alternate TFTP 4 9 BOOTP Server 4 10 Default Router 1 5 4 8 DHCP 4 8 DHCP Address Released 4 9 DHCP Server 4 7 DNS Server 1 5 4 8 IP Address 4 7 Subnet Mask 4 8 TFTP Server 2 4 10 locking options 4 3 options Admin VLAN ID 4 6 CDP on PC port 4 25 8 8 9 11 CDP on switch port 4 25 8 8 Domain Name 4 6 Host Name 4 6 MAC Address 4 6 Operational VLAN ID 4 6 PC Port ...

Page 204: ...plate modifying for personal address book or fast dials 5 16 phone button templates 5 16 phone hardening 1 12 phone lines buttons for 1 3 phone settings access 4 1 physical connection verifying 9 6 PNG file 6 4 PoE 2 4 ports access 3 2 network 3 2 power external 2 3 2 4 for the phone 2 3 outage 2 4 PoE 2 4 power over Ethernet See PoE power source causing phone to reset 9 8 power injector 2 4 prese...

Page 205: ...curing the phone with a cable lock 3 9 security CAPF Certificate Authority Proxy Function 1 11 configuring on phone 3 13 device authentication 1 11 encrypted configuration file 1 12 file authentication 1 11 image authentication 1 11 Locally Significant Certificate LSC 3 13 media encryption 1 11 phone hardening 1 12 secure SRST reference 1 11 security profiles 1 12 signaling authentication 1 11 sig...

Page 206: ... address 2 7 obtaining power 2 7 requesting configuration file 2 8 requesting CTL file 2 8 understanding 2 7 statistics network 8 9 streaming 8 11 Status menu 7 1 7 2 status messages 7 3 Status Messages screen 7 3 Status Messages web page 8 2 8 11 status screen expansion module 7 11 Stream 0 web page 8 11 Stream 1 web page 8 3 8 11 Stream 2 web page 8 3 8 11 Stream 3 web page 8 3 8 11 Stream 4 web...

Page 207: ...aller identification MCID 5 10 meet me conference 5 10 message waiting 5 2 5 10 mobile connect 5 10 mobile voice access 5 10 multilevel precedence and preemption MLPP 5 10 multiple calls per line appearance 5 10 music on hold 5 10 mute 5 10 on hook call transfer 5 10 other group pickup 5 11 Peer firmware sharing 4 26 9 11 presence enabled directories 5 11 privacy 5 11 programmable line keys 5 11 r...

Page 208: ...User Datagram Protocol See UDP User Locale 4 16 User Locale Char Set 4 16 User Locale Version 4 16 User Options web page description 5 19 giving users access to 5 19 A 1 user options web page call forward settings 5 19 users accessing voice messaging system A 3 adding to Cisco Unified Communications Manager 5 18 configuring personal directories A 4 documentation for A 2 providing support to A 1 re...

Page 209: ... 4 disabling access to 8 3 Ethernet Information 8 2 8 9 Network 8 2 8 9 Network Configuration 8 5 Network Configuration web page 8 2 preventing access to 8 3 Status Messages 8 2 8 11 Stream 0 8 11 Stream 1 8 3 8 11 Stream 2 8 3 8 11 Stream 3 8 3 8 11 Stream 4 8 3 8 11 Stream 5 8 3 8 11 wideband codec 1 1 wideband headset 4 21 option 4 18 user controllable 4 18 Wireless Headset Enabled 4 19 X XmlDe...

Page 210: ...Index IN 14 Cisco Unified IP Phone 7962G and 7942G Administration Guide for Cisco Unified Communications Manager 7 0 OL 15483 01 ...

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