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Cisco IP Phone 6841, Administration Manual

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Cause

Pressing the keys too quickly can result in missed or delayed digits.

Solution

Keys should not be pressed rapidly.

Feature Troubleshooting

Here is troubleshooting information related to some of the phone features.

ACD Call Information Missing

Problem

A call center phone does not see call information during a call.

Solution

•

Check the phone configuration to determine if

Call Information Enable

is set to yes.

•

Check the Broadsoft server configuration to determine if the user's Device Profile is configured with

“

Support Call Center MIME Type

”

.

Phone Doesn't Show ACD Softkeys

Problem

The phone doesn't display the Agent Sign In or Agent Sign Out softkeys.

Solution

•

Check Broadsoft server configuration to determine if that user has been configured as a call center agent.

•

Check the phone configuration to determine if

BroadSoft ACD

is set to yes.

Call Doesn't Record

Problem

When a user tries to record a call, the recording doesn't takes place.

Cause

This is often due to configuration issues.

   Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide

216

Feature Troubleshooting

Summary of Contents for IP Phone 6841

Page 1: ...m Phones Administration Guide First Published 2017 11 22 Last Modified 2017 12 20 Americas Headquarters Cisco Systems Inc 170 West Tasman Drive San Jose CA 95134 1706 USA http www cisco com Tel 408 526 4000 800 553 NETS 6387 Fax 408 527 0883 ...

Page 2: ...e encouraged to try to correct the interference by using one or more of the following measures Reorient or relocate the receiving antenna Increase the separation between the equipment and receiver Connect the equipment into an outlet on a circuit different from that to which the receiver is connected Consult the dealer or an experienced radio TV technician for help Modifications to this product no...

Page 3: ... Softkey Line and Feature Buttons 9 Terminology Differences 10 C H A P T E R 2 Technical Details 11 Physical and Operating Environment Specifications 11 Cable Specifications 12 Network and Computer Port Pinouts 12 Network Port Connector 12 Computer Port Connector 13 Phone Power Requirements 14 Network Protocols 15 VLAN Interaction 18 External Devices 19 P A R T I I Phone Installation 21 C H A P T ...

Page 4: ...LV 35 System Description TLV 35 IEEE 802 3 MAC PHY Configuration Status TLV 36 LLDP MED Capabilities TLV 36 Network Policy TLV 37 LLDP MED Extended Power Via MDI TLV 37 LLDP MED Inventory Management TLV 37 Final Network Policy Resolution and QoS 38 Special VLANs 38 Default QoS for SIP Mode 38 QoS Resolution for CDP 38 QoS Resolution for LLDP MED 38 Coexistence with CDP 38 LLDP MED and Multiple Net...

Page 5: ...g NAT Transversal with Phones 44 Enable NAT Mapping 45 NAT Mapping with Session Border Controller 45 NAT Mapping with SIP ALG Router 45 NAT Mapping with the Static IP Address 45 Configure NAT mapping with STUN 46 Determining Symmetric or Asymmetric NAT 47 Dial Plan 48 Dial Plan Overview 48 Digit Sequences 48 Digit Sequence Examples 49 Acceptance and Transmission of the Dialed Digits 51 Dial Plan T...

Page 6: ...cumentation 59 C H A P T E R 4 Third Party Call Control Setup 61 Determine the Phone MAC Address 61 Network Configuration 61 Provisioning 62 Web Based Configuration Utility 62 Access the Web Based Configuration Utility 62 Determine the IP Address of the Phone 62 Allow Web Access to the Cisco IP Phone 63 Web Administration Tabs 63 Administrator and User Accounts 63 Enable User Access to the Phone I...

Page 7: ...sport Layer Security 82 Configure SIP Over TLS Signaling Encryption 82 Documentation Support and Security Guidelines 82 Cisco Product Security Overview 82 C H A P T E R 8 Cisco IP Phone Customization 85 Phone Information and Display Settings 85 Configure the Phone Name 85 Change Wallpaper from the Phone Page 86 Add Logo as Boot Display 86 Adjust Backlight Timer from Configuration Utility 86 Config...

Page 8: ...6 XML Services 96 XML Directory Service 97 XML Applications 97 Macro Variables 97 Configure a Phone to Connect to an XML Application 100 Configure a Phone to Connect to an XML Directory Service 100 C H A P T E R 9 Phone Features and Setup 101 Phone Features and Setup Overview 102 Cisco IP Phone User Support 102 Telephony Features for Cisco IP Phone 102 Feature Buttons and Softkeys 107 Configure a ...

Page 9: ... in the Phone Configuration File 119 Enable Hoteling on a Phone 120 Set the User Password 120 Download Problem Reporting Tool Logs 121 Configure PRT Upload 121 Configure a Phone to Accept Pages Automatically 123 Server Configured Paging 123 Manage Phones with TR 069 123 View TR 069 Status 123 Enable Electronic Hookswitch 124 Enable Remote Call Recording with SIP REC 124 Enable Remote Call Recordin...

Page 10: ...tion State in the Configuration Utility 139 Cisco IP Phone Web Page 140 Info 140 Status 140 System Information 140 IPv4 Information 140 IPv6 Information 141 Reboot History 141 Product Information 142 Downloaded Locale Package 142 Phone Status 142 Dot1x Authentication 143 Ext Status 143 Line Call Status 144 Paging Status 145 TR 069 Status 146 Debug Info 146 Console Logs 146 Problem Reports 146 Fact...

Page 11: ...rameters 157 SIP Timer Values sec 160 Response Status Code Handling 163 RTP Parameters 163 SDP Payload Types 164 NAT Support Parameters 165 Provisioning 167 Configuration Profile 167 Firmware Upgrade 169 CA Settings 170 HTTP Settings 171 Problem Report Tool 171 General Purpose Parameters 172 Regional 172 Call Progress Tones 172 Distinctive Ring Patterns 173 Control Timer Values sec 174 Vertical Se...

Page 12: ...able Softkeys 190 User 191 Hold Reminder 191 Call Forward 191 Speed Dial 192 Supplementary Services 192 Audio Volume 193 LCD 194 Extension 194 Extension 194 General 194 Share Line Appearance 194 NAT Settings 195 Network Settings 195 SIP Settings 195 Call Feature Settings 197 ACD Settings 199 Proxy and Registration 199 Subscriber Information 202 Audio Configuration 202 Dial Plan 204 Cisco IP Phone ...

Page 13: ... Address 213 Phone Resets During Heavy Network Usage 214 Phone Does Not Power Up 214 Phone Cannot Connect to LAN 214 Audio Problems 214 No Speech Path 214 Choppy Speech 215 General Telephone Call Problems 215 Phone Call Cannot Be Established 215 Phone Does Not Recognize DTMF Digits or Digits Are Delayed 215 Feature Troubleshooting 216 ACD Call Information Missing 216 Phone Doesn t Show ACD Softkey...

Page 14: ...Monitoring 222 Voice Quality Troubleshooting Tips 222 Voice Quality Reporting 223 Supported Scenarios for Voice Quality Reporting 223 Mean Opinion Scores and Codecs 224 Configure Voice Quality Reporting 224 Cisco IP Phone Cleaning 225 View Phone Information 225 Reboot Reasons 225 Reboot History on the Phone Web User Interface 226 Reboot History on the Cisco IP Phone Screen 226 Reboot History in th...

Page 15: ...P A R T I About the Cisco IP Phone Cisco IP Phone Hardware page 3 Technical Details page 11 ...

Page 16: ......

Page 17: ... Hardware page 8 Terminology Differences page 10 Overview of the Cisco IP Phone 6800 Series Multiplatform Phones The Cisco IP Phone 6800 Series Multiplatform Phones comprises a set of full featured VoIP Voice over Internet Protocol phones that provide voice communication over an IP network The phones provide all the features of traditional business phones such as call forwarding redialing speed di...

Page 18: ...platform Phones Note New and Changed Features New and Changed for Firmware Release 11 1 1 New or Changed Sections Feature Dictionary Server Script on page 58 Phone Display Problems on page 217 The Font is Too Small or Has Unusual Characters on page 218 Phone Screen Displays Boxes Instead of Asian Characters on page 218 Phone Locale is Not Displayed on page 219 Softkey Labels are Truncated on page ...

Page 19: ...page 27 IPv6 Information on page 141 Network Settings on page 153 IPv6 Settings on page 154 IPv6 Support Set Up a Phone for Presence on page 127 Presence Status Doesn t Work on page 217 Phone Presence Message Disconnected from Server on page 217 Broadsoft XMPP on page 187 Presence General on page 182 Wideband Handset Support Cisco IP Phone 6841 Multiplatform Phones Connections Connect your phone t...

Page 20: ...o enable full functionality of your phone If your Ethernet port is equipped with Power over Ethernet PoE you can power the phone through the LAN port If you don t have PoE available then you need to use a power adapter to power the phone Do not extend the LAN Ethernet cable outside the building For your phone to work it must be connected to the IP telephony network Cisco IP Phone 6800 Series Multi...

Page 21: ...daptor port optional 2 Handset connection 7 Power adapter optional 3 Analog headset connection optional 8 Network port 10 100 1000 SW connection IEEE 802 3af power enabled 4 Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide 7 Cisco IP Phone 6851 Multiplatform Phones Connections ...

Page 22: ...tons on page 9 Programmable feature buttons and line buttons 2 Access functions and services For more information see Softkey Line and Feature Buttons on page 9 Softkey buttons 3 Navigation ring and Select button Scroll through menus highlight items and select the highlighted item Navigation cluster 4 Hold Resume Place an active call on hold and resume the held call Conference Create a conference ...

Page 23: ...access to the function displayed on the screen above the softkey The softkeys change depending on what you are doing at the time The More softkey shows you that more functions are available Feature and line buttons located on either side of the screen give you access to phone features and phone lines Feature buttons Used for features such as Speed dial or Call pickup and to view your status on ano...

Page 24: ...n the Cisco IP Phone 6800 Series Multiplatform Phones User Guide and the Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide Table 1 Terminology Differences Administration Guide User Guide Message Waiting Indicator MWI or Message Waiting Lamp Message Indicators Voice Messaging System Voicemail System Configuration Utility Phone Web Page Cisco IP Phone 6800 Series Multiplatform Pho...

Page 25: ...e physical and operating environment specifications for the Cisco IP Phone 6800 Series Multiplatform Phones Table 2 Physical and Operating Specifications Value or Range Specification 32 to 104 F 0 to 40 C Operating temperature 10 to 90 noncondensing Operating relative humidity 14 to 140 F 10 to 60 C Storage temperature 10 to 95 noncondensing Storage relative hunidity 8 14 in 207 mm excluding the f...

Page 26: ...tasheet at https www cisco com c en us products collaboration endpoints ip phone 6800 series multiplatform firmware datasheet listing html Cable Specifications RJ 9 jack 4 conductor for handset and headset connection RJ 45 jack for the LAN 10 100 1000BaseT connection RJ 45 jack for a second 10 100 1000BaseT connection 5 volt power connector Network and Computer Port Pinouts Although both the netwo...

Page 27: ...omputer Port Connector The following table describes the computer port connector pinouts Table 4 Computer Access Port Connector Pinouts Function Pin Number BI_DB 1 BI_DB 2 BI_DA 3 BI_DD 4 BI_DD 5 BI_DA 6 BI_DC 7 BI_DC 8 BI stands for bidirectional while DA DB DC and DD stand for Data A Data B Data C and Data D respectively Note Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide 1...

Page 28: ...P Phone Power Injector connects between a switch port and the IP Phone and supports a maximum cable length of 100m between the unpowered switch and the IP phone External power Provided through the Cisco IP Phone Power Injector To ensure uninterruptible operation of the phone make sure that the switch has a backup power supply Make sure that the CatOS or IOS version that runs on your switch support...

Page 29: ...uipment A device can use CDP to advertise its existence to other devices and receive information about other devices in the network Cisco Discovery Protocol CDP Cisco IP Phones have a DNS client to translate domain names into IP addresses DNS translates domain names to IP addresses Domain Name Server DNS DHCP is enabled by default If disabled you must manually configure the IP address subnet mask ...

Page 30: ...s across the network Internet Protocol IP The Cisco IP Phone supports LLDP on the PC port LLDP is a standardized network discovery protocol similar to CDP that is supported on some Cisco and third party devices Link Layer Discovery Protocol LLDP The Cisco IP Phone supports LLDP MED on the SW port to communicate information such as Voice VLAN configuration Device discovery Power management Inventor...

Page 31: ... 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 control the attributes of an end to end call SIP is the Internet Engineering Task Force IETF standard for multimedia conferencing over IP SIP is an ASCII based application layer control protocol defined...

Page 32: ...onfigured on an IP subnet basis However additional IP addresses might not be available to assign the phone to the same subnet as other devices that connect to the same port Data traffic present on the VLAN supporting phones might reduce the quality of VoIP traffic Network security may indicate a need to isolate the VLAN voice traffic from the VLAN data traffic You can resolve these issues by isola...

Page 33: ...vice away from the source of the RF or AF signals Route the external device cables away from the source of the RF or AF signals Use shielded cables for the external device or use cables with a better shield and connector Shorten the length of the external device cable Apply ferrites or other such devices on the cables for the external device Cisco cannot guarantee the performance of external devic...

Page 34: ...Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide 20 External Devices ...

Page 35: ...P A R T II Phone Installation Cisco IP Phone Installation page 23 Third Party Call Control Setup page 61 ...

Page 36: ......

Page 37: ... the Network Setup Upon deployment of a new IP telephony system system administrators and network administrators must complete several initial configuration tasks to prepare the network for IP telephony service For the phone to operate successfully as an endpoint in your network your network must meet specific requirements The phone displays the date and time from Third Party Call Control The time...

Page 38: ...o phones together Connect the PC port of the first phone to the SW port of the second phone Do not connect the SW and PC ports into the LAN Caution Procedure Step 1 Choose the power source for the phone Power over Ethernet PoE Cisco IP Phone 6851 Multiplatform Phones only External power supply For more information see Phone Power Requirements on page 14 Step 2 Connect the handset to the handset po...

Page 39: ... Step 8 Use DHCP or manually enter an IP address for the phone See Configure the Network from the Phone on page 25 Step 9 Upgrade the phone to the current firmware image Firmware upgrades over the WLAN interface may take longer than upgrading over the wired interface depending on the quality and bandwidth of the wireless connection Some upgrades may take more than one hour Step 10 Make calls with ...

Page 40: ...e UI User Mode field accepts these values Yes Allows access to the Settings menu It also allows access to the Phone Configuration Utility page for user mode No Prevents access to the Settings menu It also restricts access to the Phone Configuration Utility page for user mode If you cannot access an option on the Admin Settings menu check the Phone UI User Mode field You can configure settings that...

Page 41: ...e network port If the phone is connected to a switch configure the port on the switch to the same speed duplex as the phone or configure both to autonegotiate If you change the setting of this option you must change the PC Port config option to the same setting Auto Auto 10MB half 10MB full 100 MB half 100MB full 100 half 1000 full Switch port config Allows you to select Speed and duplex of the Co...

Page 42: ... or disable VLAN Allows you to enter a VLAN ID when you use VLAN without CDP or LLDP When you use a VLAN with CDP or LLDP that associated VLAN takes precedent over the manual entered VLAN ID Off On Off VLAN Allows you to enter a VLAN ID for the IP phone when you use a VLAN without CDP VLAN enabled and CDP disabled Note that only voice packets are tagged with the VLAN ID Do not use 1 for the VLAN I...

Page 43: ...ies the IP that you assign to the phone The phone uses this IP address instead of acquiring an IP from the DHCP server on the network Subnet Mask Identifies the subnet mask used by the phone When DHCP is disabled you must set the subnet mask Gateway address Identifies the default router used by the phone DNS1 Identifies the primary Domain Name System DNS server that the phone uses When DHCP is dis...

Page 44: ...efix length Identifies how many bits of a Global Unicast IPv6 Address are there in network part Gateway Identifies the default router used by the phone Primary DNS Identifies the primary DNS server that the phone uses When DHCP is disabled you must set this field manually Secondary DNS Identifies the primary DNS server that the phone uses When DHCP is disabled you must set this field manually Broa...

Page 45: ...ube connect the cube to the phone and plug the cube into an electrical outlet The buttons flash amber and then green in sequence during the various stages of bootup as the phone checks the hardware If the phone completes these stages successfully it has started up properly Configure the Voice Codecs A codec resource is considered allocated if it has been included in the SDP codec list of an active...

Page 46: ... the fields as described in Optional Network Configuration on page 155 Step 3 Click Submit All Changes VLAN Settings If you use a virtual LAN VLAN your phone voice packets are tagged with the VLAN ID In the VLAN Settings section of the Voice System window you can configure these settings Cisco Discovery Protocol CDP LLDP MED Network Startup Delay VLAN ID Cisco Discovery Protocol Cisco Discovery Pr...

Page 47: ...Length Values TLV as an LLDP MED Media Endpoint device class III Chassis ID TLV Port ID TLV Time to live TLV Port Description TLV System Name TLV System Capabilities TLV IEEE 802 3 MAC PHY Configuration Status TLV for wired network only LLDP MED Capabilities TLV LLDP MED Network Policy TLV for application type Voice only LLDP MED Extended Power Via MDI TLV for wired network only LLDP MED Firmware ...

Page 48: ...ssis ID is not supported For the incoming LLDPDU the Chassis ID is treated as an opaque value to form the MSAP identifier The value is not validated against its subtype The Chassis ID TLV is mandatory as the first TLV Only one Chassis ID TLV is allowed for the outgoing and incoming LLDPDUs Port ID TLV For the outgoing LLDPDU the TLV supports subtype 3 MAC address The 6 octet MAC address for the Et...

Page 49: ...uld be set for the enabled capability field For the incoming LLDPDU the System Capabilities TLV is ignored The TLV is not validated semantically against the MED device type The System Capabilities TLV is mandatory for outgoing LLDPDUs Only one System Capabilities TLV is allowed Management Address TLV The TLV identifies an address associated with the local LLDP agent that may be used to reach highe...

Page 50: ...BASE TX half duplex mode Bit 10 100BASE TX full duplex mode Bit 15 Unknown Bit 10 11 13 and 14 should be set The value for 2 octets operational MAU type should be set to reflect the real operational MAU type 16 100BASE TX full duplex 15 100BASE TX half duplex 11 10BASE T full duplex 10 10BASE T half duplex For example usually the phone is set to 100BASE TX full duplex The value 16 should then be s...

Page 51: ...e for Power Type is set to 0 1 to indicate the power type for phone is PD Device The Power source for the phone is set to PSE and local with binary value 1 1 The Power Priority is set to binary 0 0 0 0 to indicate unknown priority while the Power Value is set to maximum power value The Power Value for the Cisco IP Phone is 12900mW For the incoming LLDPDU the TLV is ignored and not validated Only o...

Page 52: ... on L2 Priority for TLV for outgoing LLDPDU is based on the value used for extension 1 If CoS is applicable and if CoS 0 CoS is used for all extensions If DSCP mapped to ToS is applicable and if DSCP 0 the default is used for the specific extension as previously described But the value show on DSCP for TLV for outgoing LLDPDU is based on value used for the extension 1 If DSCP is applicable and if ...

Page 53: ... support SIP SIP is an IETF defined signaling protocol that controls voice communication sessions in an IP network SIP handles signaling and session management within a packet telephony network Signaling allows call information to be carried across network boundaries Session management controls the attributes of an end to end call In typical commercial IP telephony deployments all calls go through...

Page 54: ...IP Proxy Servers for the domain with their hostnames priority listening ports and so forth The Cisco IP Phone tries to contact the hosts in the order of their priority If the Cisco IP Phone currently uses a lower priority proxy server the phone periodically probes the higher priority proxy and switches to the higher priority proxy when available Dual Registration The phone always registers to both...

Page 55: ... new SIP messages go to primary proxy For example when the value for Register Expires is 3600 seconds and Proxy Fallback Intvl is 600 seconds the fallback triggers 600 seconds later When the value for Register Expires is 800 seconds and Proxy Fallback Intvl is 1000 seconds the fallback triggers at 800 seconds After successful registration back to the primary server all SIP messages go to the prima...

Page 56: ...In the Response Status Code Handling section set the values as specified Try Backup RSC SIP response code that retries a backup server for the current request Defaults to blank For example you can enter numeric values 500 or a combination of numeric values plus wild cards if multiple values are possible For the later you can use 5 to represent all SIP Response messages within the 500 range If you ...

Page 57: ...aller s assigned dynamic payload type The Cisco IP Phone uses the configured codec names in outbound SDP For incoming SDP with standard payload types of 0 95 the phone ignores the codec names For dynamic payload types the phone identifies the codec by the configured codec names comparison is case sensitive Procedure Step 1 In the phone web user interface navigate to Admin Login advanced Voice SIP ...

Page 58: ...n Parameters Procedure Step 1 In the phone web user interface navigate to Admin Login advanced Voice Ext n where n is an extension number Step 2 In the Subscriber Information section set the parameter values as described in Subscriber Information on page 202 Step 3 Click Submit All Changes Managing NAT Transversal with Phones Network Address Translation NAT allows multiple devices to share a singl...

Page 59: ...rovider you have more choices in selecting a router NAT Mapping with SIP ALG Router NAT mapping can be achieved by using a router that has a SIP Application Layer Gateway ALG By using a SIP ALG router you have more choices in selecting an service provider NAT Mapping with the Static IP Address You can configure NAT mapping on the phone to ensure interoperability with the service provider You must ...

Page 60: ...lator NAT to discover the presence of the network address translator and to obtain the mapped public IP address NAT addresses and the port number that the NAT has allocated for the User Datagram Protocol UDP connections to remote hosts The protocol requires assistance from a third party network server STUN server located on the opposing public side of the NAT usually the public Internet This optio...

Page 61: ... that the firewall is not running on your PC It can block the syslog port By default the syslog port is 514 Step 2 Click Voice System and navigate to Optional Network Configuration Step 3 Enter the IP address for the Syslog Server if the port number is anything other than the default 514 It is not necessary to include the port number if it is the default The address and port number must be reachab...

Page 62: ...igured in the phone web user interface in Voice Ext n under the Dial Plan section Digit Sequences A dial plan contains a series of digit sequences separated by the character The entire collection of sequences is enclosed within parentheses Each digit sequence within the dial plan consists of a series of elements that are individually matched to the keys that the user presses White space is ignored...

Page 63: ... placed between digits plays an outside line dial tone For example 9 1xxxxxxxxxx An outside line dial tone plays after the user presses 9 The tone continues until the user presses 1 comma Prohibits a dial sequence pattern For example 1900xxxxxxx Rejects any 11 digit sequence that begins with 1900 exclamation point Allows a user to enter a 2 digit star code xx For Interdigit Timer Master Override e...

Page 64: ...Local dialing with an automatically inserted 3 digit area code 1 8 xx 9 xxxxxxx 9 1 2 9 xxxxxxxxx 8 1212 xxxxxxx 9 1 2 9 xxxxxxxxx 9 1 900 xxxxxxx 9 011xxxxxx 0 49 11 8 1212 xxxxxxx This example is useful where a local area code is required by the carrier but most calls go to one area code After the user presses 8 an external dial tone sounds The user can enter any seven digit number The system au...

Page 65: ...e dialed sequence is invalid The following table explains how terminating events are processed Processing Terminating Event The number is rejected Dialed digits have not matched any sequence in the dial plan If the dial plan allows the sequence the number is accepted and is transmitted according to the dial plan If the dial plan blocks the sequence the number is rejected Dialed digits exactly matc...

Page 66: ...pressed within 9 seconds the user hears a reorder fast busy tone By setting a longer timer you allow more time for users to enter digits To create a hotline for all sequences on the System Dial Plan P9 23 9 8 1408 2 9 xxxxxx 9 8 1 2 9 xxxxxxxxx 9 8 011xx 9 8 xx 1 8 xx P9 23 means that after taking the phone off hook a user has 9 seconds to begin dialing If no digits are pressed within 9 seconds th...

Page 67: ...is valid the call proceeds If the entry is invalid the call is rejected Default 3 seconds Syntax for the Interdigit Short Timer SYNTAX 1 S s dial plan Use this syntax to apply the new setting to the entire dial plan within the parentheses SYNTAX 2 sequence Ss Use this syntax to apply the new setting to a particular dialing sequence s The number of seconds if no number is entered after S the defaul...

Page 68: ...in the dial plan If you hear a reorder fast busy tone review your entries and modify the dial plan appropriately Note Reset the Control Timers If you need to edit a timer setting only for a particular digit sequence or type of call you can edit the dial plan Procedure Step 1 Log in to the phone web user interface Step 2 Click Admin Login advanced Voice Regional Step 3 Scroll to the Control Timer V...

Page 69: ...onfigure the values in the fields in the Control Timer Values sec section Step 3 Click Submit All Changes Localize Your Cisco IP Phone Procedure Step 1 In the phone web user interface navigate to Admin Login advanced Voice Regional Step 2 Configure the values in the fields in the Time and Language sections Step 3 Click Submit All Changes Time and Date Settings The Cisco IP Phone obtains the time s...

Page 70: ...d can also be configured from the IP phone screen The Time Zone and Time Offset HH mm offset values are not applied to manual time and date setup The time of the log messages and status messages are in UTC time and are not affected by the time zone setting Note Configure Daylight Saving Time The phone supports automatic adjustment for daylight saving time The time of the log messages and status me...

Page 71: ...April 8 and ending on the first Wednesday after May 8 start 4 8 1 end 5 8 3 save 1 Select a Display Language on the Phone Use the Language Selection parameter to select the phone default display language The value must match one of the languages that the dictionary server supports The script dx value is as follows Language_Selection ua na Language_Selection The Language Selection parameter default...

Page 72: ...ename d2 language2 x2 dictionary2 filename d3 language3 x3 dictionary3 filename d4 language4 x4 dictionary4 filename d5 language5 x5 dictionary5 filename d6 language6 x6 dictionary6 filename d7 language7 x7 dictionary7 filename d8 language8 x8 dictionary8 filename d9 language9 x9 dictionary9 filename The following languages locales are supported on the Cisco IP Phone None English US bg BG Bulgaria...

Page 73: ...ale option list Cisco IP Phone 6800 Series Documentation Refer to publications that are specific to your language phone model and multiplatform firmware release Navigate from this documentation URL https www cisco com c en us products collaboration endpoints ip phone 6800 series multiplatform firmware index html Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide 59 Cisco IP Phone...

Page 74: ...Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide 60 Cisco IP Phone 6800 Series Documentation ...

Page 75: ...splay the web page for the phone and select Info Status Product Information Network Configuration The Cisco IP Phone is used as a part of a SIP network because the phone supports Session Initiation Protocol SIP The Cisco IP Phone is compatible with other SIP IP PBX call control systems such as BroadSoft MetaSwitch and Asterisk Configuration of these systems is not described in this document For mo...

Page 76: ...modify with the phone web user interface Access the Web Based Configuration Utility Access the Cisco IP Phone configuration utility from a web browser on a computer that can reach the phone on the subnetwork Procedure Step 1 If the computer is connected to a VPN exit the VPN Step 2 Launch a web browser Step 3 Enter the IP address of the phone in your web browser address bar For example http 10 64 ...

Page 77: ...hone firmware provides specific administrator and user accounts These accounts provide specific login privileges The administrator account name is admin the user account name is user These account names cannot be changed The admin account gives the service provider or Value added Reseller VAR configuration access to the Cisco IP phone The user account gives limited and configurable control to the ...

Page 78: ...s Multiplatform Phones Provisioning Guide Procedure Step 1 Click Admin Login advanced Voice System Step 2 Under System Configuration in the Phone UI User Mode field choose Yes Step 3 Click Submit All Changes Access Administrative Options by Login Procedure Step 1 Log in to the configuration utility Step 2 Click Admin Login Step 3 If prompted enter the Admin Password Access Administrative Options b...

Page 79: ...P A R T III Phone Accessories Cisco IP Phone Accessories page 67 Wall Mount Kit page 71 ...

Page 80: ......

Page 81: ...indicates support for an accessory by a particular phone model and a dash indicates no support Table 10 Accessory Support for the Cisco IP Phone 6800 Series Multiplatform Phones Cisco IP Phone 6851 Multiplatform Phones Cisco IP Phone 6841 Multiplatform Phones Type Accessory Third Party Accessories X X Analog Headsets X X Analog Wideband External Microphone External Speakers X X External Wall Mount...

Page 82: ... of headsets and their proximity to other devices such as mobile cell phones and two way radios some audio noise or echo may still occur Either the remote party or both the remote party and the Cisco IP Phone user may hear an audible hum or buzz A range of outside sources can cause humming or buzzing sounds for example electric lights electric motors or large PC monitors Sometimes use of a local p...

Page 83: ...sets The phones support analog headsets that you plug into the headset port of the phone The phone automatically detects the headset Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide 69 Headsets ...

Page 84: ...Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide 70 Headsets ...

Page 85: ...mount the phone to a wall with a wall mount kit Both Cisco IP Phone 6800 Series Multiplatform Phones use the same wall mount kit Figure 3 Cisco IP Phone 6800 Seriew Multiplatform Phones Wall Mount Kit The kit is made up of these components Wall bracket Two M3 7L screws Four M4 25L screws Four drywall anchors Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide 71 ...

Page 86: ...is a Cisco IP Phone 6851 you require either a power outlet close to the phone or you need the LAN to provide Power over Ethernet PoE Procedure Step 1 Hold the bracket against the wall with the notches at the bottom Step 2 Use the level to ensure that the bracket is level Step 3 Use a pencil to mark the screw holes Step 4 Center the anchor over the pencil mark and use a 2 Phillips head screwdriver ...

Page 87: ...hannel Step 7 Remove the wall bracket from the wall and place it on the back of the phone so that the bracket fits in the indentations in the back of the phone Make sure that the handset cable is between the phone and the bracket as shown below Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide 73 Install a Phone with the Wall Mount Kit ...

Page 88: ...10 Plug the LAN cable into the phone and thread the cable through a notch in the bottom of the bracket Step 11 Place the bracket over the wall screws and pull the phone down until it is seated securely You may need to remove the phone and loosen or tighten the wall screws to make the phone and bracket stable Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide 74 Install a Phone wi...

Page 89: ...andset doesn t fall out of the handset rest See Adjust the Handset Rest on page 75 Adjust the Handset Rest If your phone is wall mounted or if the handset slips out of the cradle too easily you may need to adjust the handset rest to ensure that the receiver does not slip out of the cradle Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide 75 Adjust the Handset Rest ...

Page 90: ...he tab between two fingers with the corner notches facing you Step 4 Line up the tab with the slot in the cradle and press the tab evenly into the slot An extension protrudes from the top of the rotated tab Step 5 Return the handset to the handset rest Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide 76 Adjust the Handset Rest ...

Page 91: ...P A R T IV Phone Administration Cisco IP Phone Security page 79 Cisco IP Phone Customization page 85 Phone Features and Setup page 101 Corporate and Personal Directory Setup page 129 ...

Page 92: ......

Page 93: ...nced Voice System Step 2 In the System Configuration section in the Restricted Access Domains field enter fully qualified domain names FQDNs for each SIP server that you want the phone to respond to Separate FQDNs with commas Example voiceip com voiceip1 com Step 3 Click Submit All Changes Configure the Internet Connection Type You can set the connection type to one of the following Dynamic Host C...

Page 94: ...tic IP address for the phone Procedure Step 1 In the phone web page select Admin Login advanced Voice System Step 2 In the IPv4 Settings section use the Connection Type drop down list box to choose the connection type Dynamic Host Configuration Protocol DHCP Static IP Step 3 In the IPv6 Settings section use the Connection Type drop down list box to choose the connection type Dynamic Host Configura...

Page 95: ...tion 159 Provisioning URL DHCP option 160 Configure the Challenge for the SIP INVITE Messages The phone can challenge the SIP INVITE initial message in a session The challenge restricts the SIP servers that are permitted to interact with the devices on a service provider network This practice significantly increases the security of the VoIP network through prevention of malicious attacks against t...

Page 96: ... Documentation Support and Security Guidelines For information on obtaining documentation obtaining support providing documentation feedback reviewing security guidelines and also recommended aliases and general Cisco documents see the monthly What s New in Cisco Product Documentation which also lists all new and revised Cisco technical documentation at http www cisco com c en us td docs general w...

Page 97: ...garding U S export regulations can be found at https www bis doc gov policiesandregulations ear index htm Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide 83 Documentation Support and Security Guidelines ...

Page 98: ...Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide 84 Documentation Support and Security Guidelines ...

Page 99: ...formation and Display Settings The phone web user interface allows you to customize settings such as the phone name background picture logo and screen saver Configure the Phone Name Procedure Step 1 In the phone web user interface navigate to Admin Login advanced Voice Phone Step 2 Under General enter the phone name in the Station Display Name field This name displays on the phone LCD in the top l...

Page 100: ...phone web page select Admin Login Advanced Voice User Step 2 In the Screen section select Logo from the Boot Display field In the Logo URL field enter a URL or path for the location where the logo image is saved You can also download a picture and add it as a boot display select Download Picture from the Boot Display field In the Picture Download URL field enter a URL or path for the location wher...

Page 101: ...Call Appearances Per Line drop down list box to specify the number of calls per line to allow Step 3 Click Submit All Changes Call Features Configuration Enable Call Transfer Procedure Step 1 Click Admin Login advanced Voice Phone Step 2 Under Supplementary Services choose Yes for each of the transfer services that you want to enable Attn Transfer Serv Attended call transfer service The user answe...

Page 102: ...calls only if the line is not answered Step 3 Click Submit All Changes Enable Call Forwarding on User Tab Perform the following task if you want to give a user the ability to modify the call forward settings from the Configuration Utility page Procedure Step 1 On the Configuration Utility page click Admin Login advanced Voice User Step 2 Under Call Forward choose Yes for CFWD Setting Step 3 Click ...

Page 103: ...ailable Users can press the Ignore softkey on their phones to divert a ringing call to another destination If the feature is enabled for the phone users turn the feature on or off with the DND softkey Procedure Step 1 On the Configuration Utility page select Admin Login advanced Voice User Step 2 In the Supplementary Services section choose Yes in the DND Setting drop down list box Step 3 Click Su...

Page 104: ...s that are sharing a line If somebody turns on the privacy feature you do not see the outbound calls made from the phone However you see inbound calls to the shared line All phones with a shared line ring when a call is made to the line If you place the shared call on hold anyone can resume the call by pressing the corresponding line key from a phone that shares the line You can also press the Sel...

Page 105: ...s 60 seconds Until the subscription expires the phone gets NOTIFY messages from the SIP server on the status of the shared phone extension Step 7 In the Restrict MWI field set the message waiting indicator Yes Lights only for messages on private lines SIP No Lights for all messages Step 8 Under Proxy and Registration enter the IP address of the proxy server in the Proxy field Step 9 Under Subscrib...

Page 106: ... Step 4 Click Submit All Changes The phone reboots Configure the Message Waiting Indicator You can configure the Message Waiting Indicator for separate extensions on the phone The Message Waiting Indicator lights based on the presence of new voicemail messages in the mailbox You can enable the indicator at the top of your IP phone to light when voice mail is left or display a seeing message waitin...

Page 107: ...me level between 1 and 10 with 1 being the lowest level Ringer Volume Sets the ringer volume Speaker Volume Sets the volume for the full duplex speakerphone Headset Volume Sets the headset volume Handset Volume Sets the handset volume Electronic HookSwitch Control Enables or disables the EHS feature Step 3 Click Submit All Changes User Access Control The Cisco IP Phone respects only the ua user ac...

Page 108: ...ress Applications Step 2 Select Network configuration Web Server Step 3 Select On to enable or Off to disable Step 4 Press Set Direct Action URL If the Enable Direct Action URL setting is set to Yes these Direct action URLs are accessible only for the admin If Admin user is password protected the client provides a login prompt before these are accessed The Direct Action URLs are accessible via the...

Page 109: ...URL The URL specified here will not be saved anywhere in the phone settings Example http 10 1 1 1 admin updateca http my_cert_server com certs myCompanyCA pem updateca Initiates a reboot of the phone Does not take any parameter with Example http 10 1 1 1 admin reboot reboot Downloads a snapshot of the phone configuration in XML format The passwords are hidden for security Most of the information h...

Page 110: ...aracters or the maximum password length is 127 characters The password can contain any character except the Space key Note Step 7 In the User Password field enter a password if you want users to log in to the phone web user interface with a password The password prompt appears when users click User Login The minimum password length can be 4 characters or the maximum password length is 127 characte...

Page 111: ... username cisco XML Applications When authentication is required for CGI Execute URL via Post from an external application for example a web application to the phones the parameter CISCO XML EXE Auth Mode is used in 3 different scenarios Trusted No authentication is performed local user password is set or not This is the default Local Credential Authentication is based on digest authentication usi...

Page 112: ...ing upper case hex digits 000E08AABBCC MAU MAC address using lower case hex digits with colon to separate hex digit pairs 00 0e 08 aa bb cc MAC Product Name for example IP Phone 6841 PN Product Series Number for example 6841 PSN Serial Number string for example 88012BA01234 SN SSL Client Certificate status installed or not installed CCERT IP address of the phone within its local subnet for example...

Page 113: ...ERV Request target server IP address following DNS lookup SERVIP Request target UDP TCP port PORT Request target file path PATH Result message of resync or upgrade attempt ERR The contents of the Line n UserID configuration parameter UIDn If unit is customized value 1 otherwise 0 Customization status viewable on Web UI Info page Note ISCUST Name associated with first connected ringing or inbound c...

Page 114: ...nnects to the URL configured above If this is not what you want you need to enter a different URL when you configure the line button Step 3 Click Submit All Changes Configure a Phone to Connect to an XML Directory Service Procedure Step 1 In the Configuration Utility select Admin Login advanced Voice Phone Step 2 Enter this information XML Directory Service Name Name of the XML Directory Displays ...

Page 115: ...110 Configure Busy Lamp Field with Other Features page 112 Configure Alphanumeric Dialing page 114 Configure a Paging Group Multicast Paging page 114 Call Park page 115 Configuring Programmable Softkeys page 117 Configure Provisioning Authority page 119 Enable Hoteling on a Phone page 120 Set the User Password page 120 Download Problem Reporting Tool Logs page 121 Configure PRT Upload page 121 Con...

Page 116: ...ding Services and voice message system options users must receive information from you or from your network team or must be able to contact you for assistance Make sure to provide users with the names of people to contact for assistance and with instructions for contacting those people We recommend that you create a web page on your internal support site that provides end users with important info...

Page 117: ...termines the information that will display for calling or connected lines depending on the parties who are involved in the call RPID and PAID caller id handling are supported Call Display Restrictions Allows users to redirect incoming calls to another number Call Forward options include Call Forward All Call Forward Busy Call Forward No Answer Call Forward Allows you to configure the information t...

Page 118: ...ort range is 16384 to 16538 You configure the RTP and sRTP port range in the SIP Profile Configurable RTP sRTP Port Range Allows a user to pick up a ringing call on a DN directly by pressing the GPickUp softkey and entering the directory number of the device that is ringing Directed Call Pickup Allows a user to transfer a ringing connected or held call directly to a voice messaging system When a c...

Page 119: ...Join Defines directory numbers for message waiting on and off indicators A directly connected voice message system uses the specified directory number to set or to clear a message waiting indication for a particular Cisco IP Phone Message Waiting A light on the handset that indicates that a user has one or more new voice messages Message Waiting Indicator Sets a minimum ringer volume level for an ...

Page 120: ...ol CDP Power Negotiation over LLDP Submits phone logs or reports problems to an administrator Problem Reporting Tool You can assign features such as New Call Call Back and Forward All to line buttons Programmable Feature Buttons Allows users to call the most recently dialed phone number by pressing a button or the Redial softkey Redial Allows a service provider to customize the phone remotely Ther...

Page 121: ...rect 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 IP Phone and you may need to configure the Join and Direct Transfer Policy to disable join and direct transfer on the same line or possibly across lines Transfer Enables callers to leave messages if calls are unanswered Voice...

Page 122: ...al Line Status X only displayed during connected call transfer scenario X Transfer Configure a Speed Dial on a Line Key You can configure speed dial on an idle line of a user phone The user can then use that line key to speed dial a number When you enable the speed dial on the line key the user sees the speed dial icon a name for the speed dial line key The user presses the line key to dial the as...

Page 123: ...is the phone that the line key calls Replace xxxx yyyy with alphanumeric characters You can use these characters for alphanumeric dialing a z A Z 0 9 _ and vid n is the line index of the phone nme XXXX is the name displayed on the phone for the speed dial line key Replace XXXX with a name You can also configure XML service with line key Enter a string in this format fnc xml url http xml service ur...

Page 124: ...y_1_ ua na Yes Conference_Single_Hardkey_1_ Set up Extra Line Keys Enable this feature if you want to use the buttons on both sides of the phone screen as line keys Procedure Step 1 On the Configuration Utility page click Admin Login Voice Phone Step 2 Choose a line key and select an extension to enable it Step 3 Click Submit All Changes Busy Lamp Field Configuration on a Monitoring Phone If a use...

Page 125: ...nfigure the busy lamp field for several users at once Before You Begin The BLF List URI must be configured on the server Procedure Step 1 On the Configuration Utility page select Admin Login advanced Voice Att Console Step 2 Set Use Line Keys For BLF List to Yes Step 3 Enter a string in the BLF List URI field in this format parameter domain name Step 4 Optional To configure the busy lamp field wit...

Page 126: ...must be identical to the name defined in the List URI sip parameter xxxx is the name that is defined in List URI sip parameter Replace xxxx with the exact defined name PROXY is the server Replace PROXY with the server address or name usr ext the user that the busy lamp field monitors yyyy is user id of the phone that the busy lamp field monitors Replace yyyy with the exact user id of the monitored...

Page 127: ... This combination is supported on Broadsoft servers only and it is configured using the BLF List and related configuration on the server Busy Lamp Field Speed Dial Park Notification and Call Pickup fnc blf sub xxx proxy ext monitored userID proxy This combination cannot be configured using the extended function This combination is supported on Broadsoft servers only and it is configured using the ...

Page 128: ...e you configure a phone as a part of a paging group and can subscribe them to the same multicast address This enables users to direct pages to specific groups of phones When you assign each paging group with a unique number the user dials the paging group number to start paging All phones that are subscribed to the same multicast address also configured on the Configuration Utility page receive th...

Page 129: ...ield is not defined the default value is no so you must set this field to listen to the group pages You can add more paging groups by appending to the configuration string Here is an example pggrp 224 168 168 168 34560 name All num 500 listen yes pggrp 224 168 168 168 34562 name GroupA num 501 listen yes pggrp 224 168 168 168 34564 name GroupB num 502 pggrp 224 168 168 168 34566 name GroupC num 50...

Page 130: ...user to temporarily store and retrieve calls Call park is supported on private lines and shared lines Procedure Step 1 On the Configuration Utility page select Admin Login Advanced Voice Phone Step 2 Select a line key Step 3 Select Disabled to disable the extension Step 4 In the Extended Function field enter a string in this format For a private line enter fnc park sub USER PROXY nme CallPark Slot...

Page 131: ...phone If no position is given for a softkey the key will float and appears in the first available empty position on the IP phone screen Step 3 Click Submit All Changes Customize a Programmable Softkey The phone provides sixteen programmable softkeys fields PSK1 through PSK16 You can define the fields by a speed dial script Procedure Step 1 On the Configuration Utility page select Admin Login advan...

Page 132: ...igures the programmable softkey list features on the phone the key list on the phone LCD does not update For example If a user enters rdeial newcall cfwd redial has been misspelt the key list is not updated and the user does not see any change on the LCD If a user enters redial newcall cfwd delchar the user will not see a change on the LCD as the delchar softkey is not allowed in the Idle Key List...

Page 133: ...ion Mobility section based on the information provided in the phone configuration file Step 5 In the Extension Mobility section set the amount of time in minutes that the phone can be inactive before it automatically signs out from the provisioning authority in Inactivity timer m Step 6 Set the amount of time in seconds that the user has to cancel the sign out in Countdown Timer s Step 7 Choose in...

Page 134: ... filepath to the configuration file in one of the Profile Rule fields Example http SERVER IP ADDRESS 80 dms td_8861 8861System xml Step 5 Click Submit All Changes Enable Hoteling on a Phone Set up the hotel feature on Broadworks and set the phone as a host or a guest Procedure Step 1 On the phone web page select Admin Login advanced Voice Ext n where n is the extension number Step 2 In the Call Fe...

Page 135: ...e file to access the problem reporting logs Configure PRT Upload You must use a server with an upload script to receive the problem reports that the user sends from the phone If the URL specified in the PRT Upload Rule field is valid users get a notification alert on the phone UI saying that they have successfully submitted the problem report If the PRT Upload Rule field is empty or has an invalid...

Page 136: ...e to put the file fullfilename var prtuploads filename If the file upload is unsuccessful return a 500 error and inform the user to try again if move_uploaded_file _FILES prt_file tmp_name fullfilename header HTTP 1 0 500 Internal Server Error die Error You must select a file to upload Procedure Step 1 On the Configuration Utility page select Admin Login advanced Voice Provisioning Step 2 In the P...

Page 137: ... TR 069 You can use the protocols and standards defined in Technical Report 069 TR 069 to manage phones TR 069 explains the common platform for management of all phones and other customer premises equipment CPE in large scale deployments The platform is independent of phone types and manufacturers As a bidirectional SOAP HTTP based protocol TR 069 provides the communication between CPEs and Auto C...

Page 138: ...g on a phone so that your user can record an active call The recording mode configured on the server controls the display of the recording softkeys for each phone Table 12 Recording Mode and Recording Softkeys Recording Softkeys Available on the Phone Recording Mode in Server No softkeys available Your user can t control recording from the phone Recording starts automatically when a call is connec...

Page 139: ...ording Icons Meaning Icon Recording in progress Recording paused Procedure Step 1 On the phone web page select Admin Settings Advanced Voice Phone Step 2 In the Supplementary Services section click Yes or click No to enable or to disable call recording in the Call Recording Serv field Step 3 Optional In the Programmable Softkeys section to enable softkeys add a string in this format in the Connect...

Page 140: ...he recording is not saved until the user presses the Record softkey Your user sees a message when recording state changes On Demand Record StopRec The recording only starts when your user presses the Record softkey Your user sees a message when recording state changes On Demand with User Initiated Start During a recording your user sees different icons which depend on the recording state The icons...

Page 141: ...ings on page 195 Step 6 Click Submit All Changes Set Up a Phone for Presence Before You Begin Set up the Broadsoft server for XMPP Procedure Step 1 In the phone web page click Admin Login advanced Voice Phone Step 2 In the Broadsoft XMPP section set the fields as described in Broadsoft XMPP on page 187 Step 3 Click Submit All Changes Set Up a Call Center Agent Phone You can enable a phone with Aut...

Page 142: ...ings Advanced Voice Ext n Step 2 In the ACD Settings section set up the fields as described in ACD Settings on page 199 Step 3 Click Submit All Changes Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide 128 Set Up a Call Center Agent Phone ...

Page 143: ...e user personal directory To configure Personal Directory from a web browser users must access their Configuration Utility You must provide users with a URL and sign in information LDAP Configuration The Cisco IP Phone supports Lightweight Directory Access Protocol LDAP v3 LDAP Corporate Directory Search allows a user to search a specified LDAP directory for a name phone number or both LDAP based ...

Page 144: ...ne directory Step 6 Configure the LDAP fields as described in LDAP on page 188 Step 7 Click Submit All Changes Configure BroadSoft Settings The BroadSoft directory service enables users to search and view their personal group or enterprise contacts This application feature uses BroadSoft s Extended Services Interface XSI To improve security the phone firmware places access restrictions on the host...

Page 145: ...XML directory Step 3 In the XML Directory Service URL field enter the url where XML directory is located Step 4 In the XML User Name field enter the username of XML service Step 5 In the XML Password field enter the password of XML service Step 6 Click Submit All Changes Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide 131 Configure the XML Directory Service ...

Page 146: ...Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide 132 Configure the XML Directory Service ...

Page 147: ...P A R T V Phone Troubleshooting Monitoring Phone Systems page 135 Troubleshooting page 209 Maintenance page 221 ...

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Page 149: ...from the phone web page You can use this information to remotely monitor the operation of a phone and to assist with troubleshooting Cisco IP Phone Status The following sections describes how to view model information status messages and network statistics on the Cisco IP Phone Model Information Displays hardware and software information about the phone Status menu Provides access to screens that ...

Page 150: ...ne Status Procedure Step 1 Press Applications Step 2 Select Status Phone Status Phone Status You can view the following information Elapsed time Total time elapsed since the last reboot of the system Tx Packets Transmitted packets from the phone Rx Packets Received packets from the phone View the Status Messages on the Phone Procedure Step 1 Press Applications Step 2 Select Status Status messages ...

Page 151: ...itch port link Status of the switch port Switch port config Indicates speed and duplex of the network port PC port config Indicates speed and duplex of the PC port PC port link Indicates speed and duplex of the PC port Display Call Statistics Window You can access the Call Statistics screen on the phone to display counters statistics and voice quality metrics of the most recent call You can also r...

Page 152: ...ckets in milliseconds in the transmitting voice stream Sender Size Number of RTP voice packets that were received since voice stream opened This number is not necessarily identical to the number of RTP voice packets that were received since the call began because the call might have been placed on hold Note Rcvr Packets Number of RTP voice packets that were transmitted since voice stream opened Th...

Page 153: ... lost frames from the start of the voice stream Severely Conceal Seconds 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 Latency View the Customization State in the Configuration Utility After the RC download from the EDOS server completes you can view the customization state of a ...

Page 154: ...ss the Web Based Configuration Utility on page 62 Determine the IP Address of the Phone on page 62 Allow Web Access to the Cisco IP Phone on page 63 Info The fields on this tab are read only and cannot be edited Status System Information Description Parameter Displays the current host name assigned to the phone Host Name Displays the network domain name of the phone Default cisco com Domain Displa...

Page 155: ...pe of internet connection for the phone Static IP DHCP Connection Type Displays the current IPv6 address assigned to the IP phone Current IP Identifies number of bits of a global unicast IPv6 address that are part of the network For example if the IPv6 address is 2001 0DB8 0000 000b 64 the number 64 identifies that the first 64 bits are part of the network Prefix Length Displays the default router...

Page 156: ...hone Client Certificate Downloaded Locale Package Description Parameter Displays the downloaded locale package status Locale download status Displays the location from where the local package is downloaded Locale download URL Displays the downloaded font file status Font download status Displays the location from where the font file is downloaded Font download URL Phone Status Description Paramete...

Page 157: ...ig Displays the time when the phone has last successful log in Last Successful Login Displays the time when the phone has last failed log in Last Failed Login Dot1x Authentication Description Parameter Indicates if the phone is authenticated Transaction status Displays the protocol of the registered phone Protocol Ext Status Description Parameter Shows Registered if the phone is registered or Not ...

Page 158: ...request Callback The port mapped for Real Time Protocol traffic for the call Mapped RTP Port Name of the internal phone Peer Name Phone number of the internal phone Peer Phone Duration of the call Duration Number of packets sent Packets Sent Number of packets received Packets Recv Number of bytes sent Bytes Sent Number of bytes received Bytes Recv Number of milliseconds for decoder latency Decode ...

Page 159: ...n The mean duration expressed in milliseconds of the gap periods that have occurred since the beginning of reception Defined in RFC 3611 RTP Control Protocol Extended Reports RTCP XR Gap Duration Voice quality metric that describes the segment of the call that is carried over this RTP session Defined in RFC 3611 RTP Control Protocol Extended Reports RTCP XR R Factor The estimated mean opinion scor...

Page 160: ...f the phone in the reverse order where messages is the latest one The display includes hyperlinks to individual log files The console log files include debug and error messages received on the phone and the time stamp reflects UTC time regardless of the time zone settings Description Parameter messages Debug Message 1 messages 1 Debug Message 2 messages 2 Debug Message 3 messages 3 Debug Message 4...

Page 161: ...rameter Resets the phone when you click Factory Reset and phone is idle Factory Reset Download Status Firmware Upgrade Status Description Parameter Displays the upgrade status failed or succeeded with reason for the same Firmware Upgrade Status 1 Firmware Upgrade Status 2 Firmware Upgrade Status 3 Provisioning Status Description Parameter Displays the profile file name of the phone Provisioning Pr...

Page 162: ...ed Custom CA Info Custom CA certificates are configured in the Provisioning tab For more information about custom CA certificates see the Cisco IP Phone 6800 Series Multiplatform Phones Provisioning Guide Network Statistics Ethernet Information Description Parameter Total number of packets that the phone transmitted TxFrames Total number of broadcast packets that the phone transmitted TxBroadcasts...

Page 163: ...r RxJabbers Total number of packets between 64 and 1522 bytes in length that were received and that had a bad Frame Check Sequence FCS RxAlignErr Total number of received packets including bad packets that were between 0 and 64 bytes in size Rxsize64 Total number of received packets including bad packets that were between 65 and 127 bytes in size Rxsize65to127 Total number of received packets incl...

Page 164: ...t to which the phone is connected discovered by CDP CDPNeighborPort Identifier of a device connected to this port discovered by LLDP discovered LLDPNeighborDeviceId IP address of the neighbor device that LLDP discovered LLDPNeighborIP Neighbor device port to which the phone connects that LLDP discovered LLDPNeighborPort Speed and duplex information PortSpeed Access Port Information Description Par...

Page 165: ...were between 256 and 511 bytes in size Rxsize256to511 Total number of received packets including bad packets that were between 512 and 1023 bytes in size Rxsize512to1023 Total number of received packets including bad packets that were between 1024 and 1518 bytes in size Rxsize1024to1518 Total number of good packets multicast broadcast and unicast that the phone received TxtotalGoodPkt Total number...

Page 166: ...borPort Speed and duplex information PortSpeed Voice System System Configuration Description Parameter This feature is used when implementing software customization Restricted Access Domains Enable disable web server of the IP phone Default Yes Enable Web Server Choose the type of protocol Http Https If you specify the HTTPS protocol you must include https in the URL Enable Protocol Enables the di...

Page 167: ... Allows you to make the phone menus and options that the phone users see as read only fields Phone UI readonly Allows you to restrict the menus and options that phone users see when they use the phone interface Choose yes to enable this parameter and restrict access Default No Specific parameters are then designated as na or ro using provisioning files Parameters designated as na will not appear o...

Page 168: ... Static IP Identifies number of bits of a global unicast IPv6 address that are part of the network For example if the IPv6 address is 2001 0DB8 0000 000b 64 the number 64 identifies that the first 64 bits are part of the network Prefix Length IP address of the gateway Gateway Primary Domain Name Server DNS assigned to the phone Primary DNS Secondary Domain Name Server DNS if assigned to the phone ...

Page 169: ... Domain Specifies the method for selecting the DNS server Manual DHCP Manual DHCP Manual DNS Server Order Specified mode of DNS query Parallel Sequential DNS Query Mode When set to Yes the DNS query results are not cached Default Yes DNS Caching Enable Allows you to select speed and duplex of the network port Values are Auto 10MB half 10MB full 100 MB half 100MB full 100 half 1000 full Switch Port...

Page 170: ...erver are specified Syslog messages are also logged to the Debug Server Syslog Server The debug level from 0 to 2 The higher the level the more debug information is generated Zero 0 means that no debug information is generated To log SIP messages you must set the Debug Level to at least 2 Default 0 Debug Level IP address or name of the primary NTP server used to synchronize its time Default Blank ...

Page 171: ...ration of some switches you might need to increase this value to a higher value for LLDP MED to work Configuring a delay can be important for networks that use Spanning Tree Protocol Network Startup Delay If you use a VLAN without CDP VLAN enabled and CDP disabled enter a VLAN ID for the IP phone Note that only voice packets are tagged with the VLAN ID Do not use 1 for the VLAN ID VLAN ID VLAN ID ...

Page 172: ...empty the header is not included SIP Accept Language MIME Type used in a SIP INFO message to signal a DTMF event This field must match that of the Service Provider Default application dtmf relay DTMF Relay MIME Type MIME Type used in a SIPINFO message to signal a hook flash event Hook Flash MIME Type Enables you to remove the last registration before registering a new one if the value is different...

Page 173: ...to the peer to hold the call If set to no unit will not include the c 0 0 0 0 syntax in the SDP The unit will always include a sendonly syntax in the SDP in either case Default Yes RFC 2543 Call Hold If set to yes the phone uses a different random call ID for registration after the next software reboot If set to no the Cisco IP phone tries to use the same call ID for registration after the next so...

Page 174: ... Anonymous From Header Supports the content encoding gzip feature The options are none and gzip If gzip is selected the SIP message header contains the string Accept Encoding gzip and the phone is able to process the SIP message body which is encoded with the gzip format Sip Accept Encoding The options are No and Yes If No is selected no changes are made The default value is No If Yes is selected ...

Page 175: ... in the request Ranges from 0 to 2000000 Default 240 seconds INVITE Expires ReINVITE request Expires header value If you enter 0 the Expires header is not included in the request Ranges from 0 to 2000000 Default 30 ReINVITE Expires Minimum registration expiration time allowed from the proxy in the Expires header or as a Contact header parameter If the proxy returns a value less than this setting t...

Page 176: ... disables the exponential backoff that is the error retry interval is always at the Register Retry Intvl When this feature is enabled the Reg Retry Random Delay is added to the exponential backoff delay value The range is from 0 to 2147483647 Default 0 Reg Retry Intvl Cap Sets the lower limit of the REGISTER expires value returned from the Proxy server Sub Min Expires Sets the upper limit of the R...

Page 177: ... delimit values of 5 and 6 Retry Reg RSC RTP Parameters Description Parameter Minimum port number for RTP transmission and reception Minimum port number for RTP transmission and reception Should define a range that contains at least 10 even number ports twice the number of lines for example configure RTP port min to 16384 and RTP port max to 16538 Default 16384 RTP Port Min Maximum port number for...

Page 178: ...s and RTP address is specified in c line SDP IP Preferences SDP Payload Types Description Parameter G722 Dynamic Payload type Default 96 G722 2 Dynamic Payload iLBC Dynamic Payload type Default 97 iLBC Dynamic Payload iSAC Dynamic Payload type Default 98 iSAC Dynamic Payload OPUS Dynamic Payload type Default 99 OPUS Dynamic Payload AVT dynamic payload type Ranges from 96 127 Default 101 AVT Dynami...

Page 179: ...Name OPUS codec name used in SDP Default OPUS OPUS Codec Name AVT codec name used in SDP Default telephone event AVT Codec Name NAT Support Parameters Description Parameter Enables the phone to process the received parameter in the VIA header Default No Handle VIA received Enables the phone to process the rport parameter in the VIA header Default No Handle VIA rport Enables to insert the received ...

Page 180: ...ymmetric firewall NAT mapping is disabled Default No STUN Test Enable IP address or fully qualified domain name of the STUN server to contact for NAT mapping discovery You can use a public STUN server or set up your own STUN server Default Blank STUN Server External IP address to substitute for the actual IP address of phone in all outgoing SIP messages If 0 0 0 0 is specified no IP address substi...

Page 181: ...his feature can be useful in a large residential deployment in the case of a regional power failures Default 2 Resync Random Delay Time in 24 hour format hhmm to resync the device When this parameter is provisioned the Resync Periodic parameter is ignored Default Blank Resync At HHmm To avoid flooding the server with simultaneously resync requests from multiple phones set to resync at the same tim...

Page 182: ...sync by sending a SIP NOTIFY message containing the Event resync header to the device Default Yes Resync From SIP Enables or disables the resync operation after any upgrade occurs If Yes is selected sync is triggered Default Yes Resync After Upgrade Attempt If the logical equation in these parameters evaluates to FALSE Resync is not triggered even when Resync On Reset is set to TRUE Only Resync vi...

Page 183: ...og Failure Msg Allows to select HTTP options Options are POST and PUT HTTP Report Method Specifies the destination for the report of the current internal configuration that the phone sends to the provisioning server The URL in this field can include an encryption key If the report method is PUT you can enter the URL for the report rule in this format http my_http_server config mpp xml If the repor...

Page 184: ... the URL is used as the server name If no port is specified the default port is used 69 for TFTP 80 for HTTP or 443 for HTTPS Default Blank Upgrade Rule Syslog message issued at the start of a firmware upgrade attempt Default PN MAC Requesting upgrade SCHEME SERVIP PORT PATH Log Upgrade Request Msg Syslog message issued after a firmware upgrade attempt completes successfully Default PN MAC Success...

Page 185: ...pload Rule Determines the method used to upload PRT logs to the remote server Options are HTTP POST and PUT Default POST PRT Upload Method Determines at what interval minutes the phone starts generating problem report automatically The interval range that you can set is 15 minutes to 1440 minutes Default Empty If PRT Max Timer and PRT Upload Rule fields are empty problem reports are not generated ...

Page 186: ...nal phone number as opposed to an internal extension It is triggered by a comma character encountered in the dial plan Outside Dial Tone Prompts the user to enter a call forwarding phone number Prompt Tone Played when a 486 RSC is received for an outbound call Busy Tone Played when an outbound call has failed or after the far end hangs up during an established call Reorder Tone is played automatic...

Page 187: ...age Tone Played when an alert occurs Alert Tone Played when the Mute button is pressed to mute the phone Mute Tone Played when the Mute button is pressed to unmute the phone Unmute Tone Audible notification tone played when a system error occurs System Beep Provides the ability to configure an audio indication for call pickup Call Pickup Tone Distinctive Ring Patterns Description Parameter Cadence...

Page 188: ...alues are used as defaults when dialing The Interdigit_Long_Timer is used after any one digit if all valid matching sequences in the dial plan are incomplete as dialed Range 0 64 seconds Default 10 Interdigit Long Timer Short timeout between entering digits when dialing The Interdigit_Short_Timer is used after any one digit if at least one matching sequence is complete as dialed but more dialed di...

Page 189: ...93 Cfwd No Ans Deact Code Enables call waiting on all calls Defaults to 56 CW Act Code Disables call waiting on all calls Defaults to 57 CW Deact Code Enables call waiting for the next call Defaults to 71 CW Per Call Act Code Disables call waiting for the next call Defaults to 70 CW Per Call Deact Code Blocks caller ID on all outbound calls Defaults to 67 Block CID Act Code Removes caller ID block...

Page 190: ...s to 17 Secure No Call Act Code Secure One Call Act Code Secure One Call Deact Code The star code used for paging the other clients in the group Defaults to 96 Paging Code The star code used for parking the current call Defaults to 38 Call Park Code The star code used for picking up a ringing call Defaults to 36 Call Pickup Code The star code used for picking up a call from the call park Defaults ...

Page 191: ...vice code For example after the user dials 98 the IP phone plays a special dial tone called the Prompt Tone while waiting for the user the enter a target number which is checked according to dial plan as in normal dialing When a complete number is entered the phone sends a blind REFER to the holding party with the Refer To target equals to 98 target_number This feature allows the phone to hand off...

Page 192: ...rocessed by the phone You can empty the corresponding code that you do not want to the phone to process You can add a parameter to each code in Features Dial Services Codes to indicate what tone to play after the code is entered such as 72 c 67 p Below are a list of allowed tone parameters note the use of back quotes surrounding the parameter without spaces c Cfwd Dial Tone d Dial Tone m MWI Dial ...

Page 193: ...r G722 Code Makes this codec the only codec that can be used for the associated call Defaults to 02722 Only one G 722 call at a time is allowed If a conference call is placed a SIP re invite message is sent to switch the calls to narrowband audio Force G722 Code Makes this codec the preferred codec for the associated call Prefer G722 2 Code Makes this codec the only codec that can be used for the ...

Page 194: ...onal Default Blank Set Local Time HH mm Selects the number of hours to add to GMT to generate the local time for caller ID generation Choices are GMT 12 00 GMT 11 00 GMT GMT 01 00 GMT 02 00 GMT 13 00 Default GMT 08 00 Time Zone This specifies the offset from GMT to use for the local system time Default 00 00 Time Offset HH mm When used with some routers that have DHCP with time offset values confi...

Page 195: ...the range 1 12 January December The day value equals any value in the range 1 31 If day is 1 it means the weekday on or before the end of the month in other words the last occurrence of weekday in that month Daylight Saving Time Rule The weekday value equals any value in the range 1 7 Monday Sunday It can also equal 0 If the weekday value is 0 this means that the date to start or end daylight savi...

Page 196: ...lection Language Selection Choose the locale that should be set in the HTTP Accept Language header Default en US Locale Phone General Description Parameter Name of the phone Station Name Name to identify the phone appears on the phone screen You can use spaces in this field and the name does not have to be unique Station Display Name A phone number or URL to check voice mail Default None Voice Mai...

Page 197: ...ond call will make the same LED flash on which the first call is received Also the behavior is same for both outgoing and incoming calls Default Horizontal First Line ID Mapping Enables the SCA Barge In Default No SCA Barge In Enable If enabled restricts to automatically pick up an incoming call on a shared line when you take the phone off hook SCA Sticky Auto Line Seize This parameter allows you ...

Page 198: ...efault Yes Cfwd Busy Serv Enable or disable call forward no answer service Default Yes Cfwd No Ans Serv Enable or disable paging service on the phone Default Yes Paging Serv Enable or disable call park services on the phone Default Yes Call Park Serv Enable or disable call pick up services on the phone Default Yes Call Pick Up Serv Enable or disable ACD login services on the phone Default Yes ACD ...

Page 199: ...port for the phone Default No EM Enable Name of the domain for the phone or the authentication server Default Blank EM User Domain Specifies the duration for which the extension mobility remains inactive Inactivity Timer m Specifies the duration for which it waits before it logs out Default 10 Countdown Timer s Options to specify the password input method of extension mobility PIN Options are Alph...

Page 200: ...gin Password The registered user ID of the SIP account registered on the phone Enter SIP Auth ID when you select SIP Credentials for XSI authentication type SIP Auth ID The password of the SIP account registered on the phone Enter SIP password when you select SIP Credentials for XSI authentication type SIP Password Enables BroadSoft directory for the phone user Select Yes to enable the directory a...

Page 201: ... xdp broadsoft com Default Blank User ID Alphanumeric password associated with the User ID Default Blank Password When enabled the user s presence information is not published when the user signs in Default No Login Invisible Interval in seconds to allow a reconnect without a log in after the client disconnects from the server After this interval the client needs to reauthenticate Default 30 Retry...

Page 202: ...me of the LDAP server if the MD5 authentication method is used Default Blank Server Specify a starting point in the directory tree from which to search Separate domain components dc with a comma For example dc cv2bu dc com Default Blank Search Base Enter the distinguished name domain components dc for example dc cv2bu dc com If you are using the default Active Directory schema Name cn Users Domain...

Page 203: ...rch allows the provided text to appear anywhere in a name beginning middle or end Default Blank Last Name Filter This defines the search for the common name cn For example cn cn VALUE This search allows the provided text to appear anywhere in a name beginning middle or end Default Blank First Name Filter Additional customized search item Can be blank if not needed Default Blank Search Item 3 Custo...

Page 204: ...eved number is dialable by the phone For example a givenName n firstname a sn n lastname a cn n cn a telephoneNumber n tele t p Default Blank Display Attrs Can be blank if not needed With the LDAP number mapping you can manipulate the number that was retrieved from the LDAP server For example you can append 9 to the number if your dial plan requires a user to enter 9 before dialing Add the 9 prefi...

Page 205: ...that display when a call is incoming Ringing Key List Softkeys that display when a call is active on a shared line Shared Active Key List Softkeys that display when a call is on hold on a shared line Shared Held Key List Programmable softkey fields Enter a string in these fields to configure softkeys that display on the phone screen You can create softkeys for speed dials to numbers or extensions ...

Page 206: ... 4 5 6 7 8 or 9 Press the digit key 2 9 to dial out the assigned number Default Blank Supplementary Services Description Parameter Enables or disables the Call Waiting service Default Yes CW Setting Enables or disables the Block CID service Default No Block CID Setting Enables or disables the Block ANC service Default No Block ANC Setting Enables or disables the DND settings options for a user DND...

Page 207: ...g Missed Calls for EXT n Enable disable the Shared Line DND Call Forward Shared Line DND Cfwd Enable Audio Volume Description Parameter Sets the default volume for the ringer Default 9 Ringer Volume Sets the default volume for the speakerphone Default 8 Speaker Volume Sets the default volume for the handset Default 10 Handset Volume Sets the default volume for the headset Default 10 Headset Volume...

Page 208: ... this line for service select yes Otherwise select No Default Yes Line Enable Share Line Appearance Description Parameter Indicates whether this extension is to be shared with other Cisco IP phones or private Default Yes Share Ext The user identified assigned to the shared line appearance Default Blank Shared User ID Number of seconds before the SIP subscription expires Before the subscription exp...

Page 209: ...ages are sent to the current or outbound proxy NAT Keep Alive Dest Network Settings Description Parameter Time of service ToS differentiated services DiffServ field value in UDP IP packets carrying a SIP message Defaults to 0x68 SIP TOS DiffServ Value ToS DiffServ field value in UDP IP packets carrying RTP data Defaults to 0xb8 RTP ToS DiffServ Value SIP Settings Description Parameter Select from ...

Page 210: ...gs upon completion of call transfers Multiple delay settings Referor Refer Target Referee and Refer To Target are configured on this screen For the Referror Bye Delay enter the appropriate period of time in seconds Default 4 Referor Bye Delay Indicates the refer to target Select Yes to send the SIP Refer to the contact Default No Refer To Target Contact For the Referee Bye Delay enter the appropri...

Page 211: ...To sip 12325551234 example com user phone To enable this optional parameter select Yes Default No User Equal Phone Determines the type of recording protocol that the phone uses Options are SIPINFO SIPREC Default SIPREC Call Recording Protocol Call Feature Settings Description Parameter Enables the phone to perform an attended transfer operation by ending the current call leg and performing a blind...

Page 212: ...ess and port number of the VM server Voice Mail Server The expiration time in seconds of a subscription to a voice mail server Voice Mail Subscribe Interval Enables support for basic BroadSoft Automatic Call Distribution ACD The supported values for this option are Yes and No Default No Broadsoft ACD Determines the behavior of the phone when a page call arrives Auto Ans Page On Active Call Enable ...

Page 213: ...enable or No to disable Default No Disposition Code Enable Enables the user to trace the last incoming call Select Yes to enable or No to disable Default No Trace Enable Enables the user to escalate a call to a supervisor in case of emergency Select Yes to enable or No to disable Default No Emergency Escalation Enable Displays the call center status and the agent status Select Yes to enable or No ...

Page 214: ...is fall back for a new INVITE the subscribe notify transaction will fall back accordingly so that the phone s state can be maintained properly You must also set Dual Registration in the Proxy and Registration section to Yes Alternate Proxy Alternate Outbound Proxy Determines whether to force SIP requests to be sent to the outbound proxy within a dialog Ignored if the Use Outbound Proxy field is se...

Page 215: ...from a DNS SRV record lookup on the server name It needs to know the proxy priority otherwise it does not retry The range is from 0 to 65535 Default 3600 seconds Proxy Fallback Intvl Select Normal or Based on SRV Port The phone creates an internal list of proxies returned in the DNS SRV records If you select Normal the list contains proxies ranked by weight and priority If you select Based on SRV ...

Page 216: ...d as the caller ID Display Name Extension number for this line User ID Password for this line Default Blank no password required Password Authentication ID for SIP authentication Default Blank Auth ID The parameter by which the user agent will identify itself for this line If this field is blank the actual URI used in the SIP signaling should be automatically formed as sip UserName Domain where Us...

Page 217: ...pport the preferred codecs Default No Use Pref Codec Only Codec to use if the first codec fails Default Unspecified Second Preferred Codec Codec to use if the second codec fails Default Unspecified Third Preferred Codec Enables use of the G 711u codec Default Yes G711u Enable Enables use of the G 711a codec Default Yes G711a Enable To enable use of the G 729a codec at 8 kbps select Yes Otherwise s...

Page 218: ...AVT based on the outcome of codec negotiation INFO Uses the SIP INFO method DTMF Tx Method Lists all codecs or it uses the default codecs supported Default Default Use Remote Pref Codec When set to Default the Cisco IP phone responds to an Invite with a 200 OK response advertising the preferred codec only When set to List All the Cisco IP phone responds listing all the codecs that the phone suppor...

Page 219: ... similar softkeys or buttons to avoid accidentally putting the current call on hold The phone also disables hook flash event handling Only the far end can terminate an emergency call The phone is restored to normalcy after the call is terminated and the receiver is back on hook Maximum number length is 63 characters Defaults to blank no emergency number Emergency Number TR 069 TR 069 Description P...

Page 220: ...CWMP support If set to disable the phone does not send any Inform messages to the ACS nor accept any connection requests from the ACS Default value is Yes CWMP V1 2 Support Settings to modify voice objects Select Yes to initialize all voice objects to factory default values or select No to retain the current values TR 069 VoiceObject Init Settings to modify DHCP settings Select Yes to initialize t...

Page 221: ...nformation displayed select the type of call history from the following tabs All Calls Missed Received Placed Select Add to Directory to add the call information to your Personal Directory Personal Directory The Personal Directory allows a user to store a set of personal numbers Directory entries can include the following contact information No the directory number Name Work Mobile Home Speed Dial...

Page 222: ...Cisco IP Phone 6800 Series Multiplatform Phones Administration Guide 208 Cisco IP Phone Web Page ...

Page 223: ...r the Cisco IP Phone Table 17 Cisco IP Phone Troubleshooting Explanation Summary Cisco does not support connecting an IP phone to another IP Phone through the PC port Each IP Phone should connect directly to a switch port If phones are connected together in a line by using the PC port the phones do not work Connecting a Cisco IP Phone to another Cisco IP Phone A prolonged Layer 2 broadcast storm l...

Page 224: ...the codec that is used for a conversation between this Cisco IP Phone and the other device The values of these statistics should match If they do not verify that the other device can handle the codec conversation or that a transcoder is in place to handle the service See Display Call Statistics Window on page 137 for details Codec mismatch between the phone and another device The RxSize and the Tx...

Page 225: ... Cisco IP Phone from another port and connect it to this network port to verify that the port is active Connect the Cisco IP Phone that does not start up to a different network port that is known to be good Connect the Cisco IP Phone that does not start up directly to the port on the switch eliminating the patch panel connection in the office Verify that the phone is receiving power If you are usi...

Page 226: ... ensure that you specify a DNS server Configuration File Corruption Problem If you continue to have problems with a particular phone that other suggestions in this chapter do not resolve the configuration file may be corrupted Solution Get a new configuration file remotely from the provisioning server using resync Cisco IP Phone Cannot Obtain IP Address Problem If a phone cannot obtain an IP addre...

Page 227: ...ify that packets are received and transmitted However voice traffic cannot recapture lost packets Rather than retransmitting a lost network connection the phone resets and attempts to reconnect to the network Contact the system administrator for information on known problems in the voice network Phone Resets Due to DHCP Setting Errors Problem The DHCP settings may be incorrect Solution Verify that...

Page 228: ...ne may restart if it powers up by using PoE and then connects to an external power supply Phone Cannot Connect to LAN Problem The physical connection to the LAN may be broken Solution Verify that the Ethernet connection to which the Cisco IP Phone connects is up For example check whether the particular port or switch to which the phone connects is down and that the switch is not rebooting Also ens...

Page 229: ...elephone Call Problems The following sections help troubleshoot general telephone call problems Phone Call Cannot Be Established Problem A user complains about not being able to make a call Cause The phone does not have a DHCP IP address The phones display the message Configuring IP or Registering Solution 1 Verify the following a The Ethernet cable is attached b The Third Party Call Control syste...

Page 230: ...figuration to determine if the user s Device Profile is configured with Support Call Center MIME Type Phone Doesn t Show ACD Softkeys Problem The phone doesn t display the Agent Sign In or Agent Sign Out softkeys Solution Check Broadsoft server configuration to determine if that user has been configured as a call center agent Check the phone configuration to determine if BroadSoft ACD is set to ye...

Page 231: ...ator as a reference to verify that the account works Phone Presence Message Disconnected from Server Problem Instead of presence information the user sees the message Disconnected from server Solution Check the Broadsoft server configuration to determine if IM P service is enabled and assigned to that user Check the phone configuration to determine if the phone can connect to the internet and get ...

Page 232: ... status web page to verify that the locale and font files downloaded successfully If they did not try the download again Phone Screen Displays Boxes Instead of Asian Characters Problem The phone is set for an Asian language but the phone shows square boxes instead of Asian characters Cause Possible causes are TFTP server does not have the correct set of locale and font files The font and locale fi...

Page 233: ...n Login advanced Info Debug Info Step 2 In the Problem Reports section click Generate PRT Step 3 Enter the following information in the Report Problem screen a Enter the date that you experienced the problem in the Date field The current date appears in this field by default b Enter the time that you experienced the problem in the Time field The current time appears in this field by default c In t...

Page 234: ...om en US tech tk648 tk361 technologies_tech_note09186a00800f0804 shtml Verify DNS Settings Procedure Step 1 On the phone press Applications Step 2 Select Admin Settings Network Setup IPv4 Setup Step 3 Check that the DNS Server 1 field is set correctly Step 4 You should also verify that a CNAME entry was made in the DNS server for the TFTP server and for the Third Party Call Control You must also e...

Page 235: ...he following table describes the ways to perform a basic reset You can reset a phone with any of these operations after the phone has started up Choose the operation that is appropriate for your situation Table 18 Basic Reset Methods Explanation Action Operation Resets any user and network setup changes that you have made but that the phone has not written to its Flash memory to previously saved s...

Page 236: ...ated 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 Concealment ratio and concealment seconds are primary measurements based on frame loss A Conceal Ratio of zero indicates that the IP network is delivering frames...

Page 237: ...s using a different codec than expected RxType and TxType Check to see if the MOS LQK version changed after a firmware upgrade MOS LQK scores increase significantly Voice quality metrics do not account for noise or distortion only frame loss Note Voice Quality Reporting You can capture voice quality metrics for Voice over Internet Protocol VoIP sessions with a Session Initiation Protocol SIP event...

Page 238: ...uality Contains the same reduced complexity modifications present in the G 729A G 729AB Configure Voice Quality Reporting You can enable voice quality reporting on the phone with the web interface Each extension on a phone has a separate voice quality report For each extension on the phone use the corresponding Voice Quality Report Address field to configure the generation of voice quality report ...

Page 239: ...was refreshed or rebooted When the phone is reset to factory defaults this information is deleted The following table describes the reboot and refresh reasons for the Cisco IP Phone Description Reason The reboot was a result of an upgrade operation regardless whether the upgrade completed or failed Upgrade The reboot was the result of changes made to parameter values by using the IP phone screen o...

Page 240: ...the Status Dump file http phone_IP_address admin status xml In this file tags Reboot_Reason_1 to Reboot_Reason_3 store the reboot history as shown in this example Reboot_History Reboot_Reason_1 08 10 14 14 03 43 Provisioning Reboot_Reason_1 Reboot_Reason_2 08 10 14 13 58 15 Provisioning Reboot_Reason_2 Reboot_Reason_3 08 10 14 12 08 58 Provisioning Reboot_Reason_3 Reboot_Reason_4 Reboot_Reason_5 R...

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