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C H A P T E R

12

Troubleshooting

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General Troubleshooting Information, page 165

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Startup Problems, page 167

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Phone Reset Problems, page 171

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Cisco IP Phone Security Problems, page 173

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Audio and Video Problems , page 177

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General Telephone Call Problems, page 179

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Troubleshooting Procedures, page 180

General Troubleshooting Information

The following table provides general troubleshooting information for the Cisco Unified IP Phone.

Table 27: Cisco Unified IP Phone General Troubleshooting

Explanation

Summary

Cisco does not support connecting an IP phone to another IP phone through
the PC port. Each IP phone should directly connect to a switch port. If
phones are connected together in a line (by using the PC port), the phones
will not work.

Connecting a Cisco Unified IP
Phone to another Cisco Unified
IP Phone.

A prolonged Layer 2 broadcast storm (lasting several minutes) on the voice
VLAN may cause IP phones to reset, lose an active call, or be unable to
initiate or answer a call. Phones may not come up until a broadcast storm
ends.

Prolonged broadcast storms
cause IP phones to reset, or be
unable to make or answer a call.

Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager 10.0 (SCCP

and SIP)

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Summary of Contents for Unified IP Phone 8941

Page 1: ...isco Unified Communications Manager 10 0 SCCP and SIP First Published 2014 01 09 Last Modified 2017 05 02 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: ...Cisco Unified IP Phone 1 C H A P T E R 1 Technical Details 3 Physical and Operating Environment Specifications 3 Cable Specifications 4 Network and Computer Port Pinouts 4 Network Port Connector 4 Computer Port Connector 5 Phone Power Requirements 6 Power Outage 8 Power Reduction 8 Network Protocols 8 VLAN Interaction 14 Cisco Unified Communications Manager Interaction 15 Cisco Unified Communicati...

Page 4: ...istration for Phones 28 Install Cisco Unified IP Phone 29 Set Up Phone from Setup Menus 30 Apply a Phone Password 31 Text Menu Entry from Phone 31 Configure Network Settings 32 Set Up IPv4 34 Set Domain Name Field 36 Set Admin VLAN ID Field 36 Set PC VLAN Field 37 Set SW Port Setup Field 37 Set PC Port Setup Field 37 Set DHCP Field 37 Set IP Address Field 38 Set Subnet Mask Field 38 Set Default Ro...

Page 5: ... Add a User to an End User Group 50 Associate Phones with Users 51 Survivable Remote Site Telephony 51 Set Up Cisco Unified Communications Manager Features 54 C H A P T E R 5 Self Care Portal Management 57 Self Care Portal Overview 57 Set Up User Access to the Self Care Portal 57 Customize the Self Care Portal Display 58 P A R T I I I Hardware and Accessory Installation 59 C H A P T E R 6 Cisco Un...

Page 6: ...6 802 1X Authentication 76 Access 802 1X Authentication 77 802 1X Authentication Options 77 Set Device Authentication Field 78 Set EAP MD5 Fields 78 C H A P T E R 8 Cisco IP Phone Customization 79 Custom Phone Rings 79 Set Up Custom Phone Ring 79 Custom Ring File Formats 80 Custom Background Images 81 Set Up Custom Background Image 81 Custom Background File Formats 82 Phone Customization Tools 83 ...

Page 7: ...ming Call Toast Timer 127 Set Up Remote Port Configuration 127 Set Up SSH Access 128 Client Matter Codes and Forced Authorization Codes 128 Set Up Phone Minimum Ring Volume 129 Set Up Video Capability 129 Set Up Peer Firmware Sharing 130 Set Auto Save Volume 131 C H A P T E R 1 0 Corporate and Personal Directory Setup 133 Corporate Directory Setup 133 Personal Directory Setup 133 User Personal Dir...

Page 8: ... Area and Network Area Web Pages 157 Device Logs 158 Streaming Statistics 159 C H A P T E R 1 2 Troubleshooting 165 General Troubleshooting Information 165 Startup Problems 167 Cisco IP Phone Does Not Go Through the Normal Startup Process 167 Cisco IP Phone Does Not Register with Cisco Unified Communications Manager 168 Phone Displays Error Messages 168 Phone Displays Message Unprovisioned 168 Pho...

Page 9: ...nticate CTL File 173 Phone Cannot Authenticate CTL File 174 CTL File Authenticates but Other Configuration Files Do Not Authenticate 174 Phone Does Not Register 174 Signed Configuration Files Are Not Requested 174 802 1X Authentication Problems 175 802 1X Enabled on Phone but Phone Does Not Authenticate 176 802 1X Not Enabled 176 Factory Reset of Phone Has Deleted 802 1X Shared Secret 176 Audio an...

Page 10: ...ance 187 Basic Reset 187 Reset the Phone to the Factory Settings from the Phone Keypad 188 Perform Factory Reset from Phone Menu 188 Perform Network Configuration Reset 188 Remove CTL File 189 Voice Quality Monitoring 189 Voice Quality Troubleshooting Tips 190 Voice Quality Metrics 190 Video Metrics 191 Cisco IP Phone Cleaning 192 C H A P T E R 1 4 International User Support 193 Unified Communicat...

Page 11: ...m in Cisco Unified Communications Manager Cisco Unified CM or other network devices See Documentation Support and Security Guidelines on page xiii Audience Network engineers system administrators and telecom engineers should review this guide to learn the steps that are required to set up Cisco IP Phones The tasks described in this document involve configuring network settings that are not intende...

Page 12: ...le you press the D key Nonprinting characters such as passwords are in angle brackets Means reader take note Notes contain helpful suggestions or references to material not covered in the publication Note Means reader be careful In this situation you might do something that could result in equipment damage or loss of data Caution Warnings use the following convention IMPORTANT SAFETY INSTRUCTIONS ...

Page 13: ...t 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 whatsnew whatsnew html...

Page 14: ...gulations can be found at https www bis doc gov policiesandregulations ear index htm Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager 10 0 SCCP and SIP xiv Preface Cisco Product Security Overview ...

Page 15: ...P A R T I About Cisco Unified IP Phone Technical Details page 3 Cisco Unified IP Phone Hardware page 17 ...

Page 16: ......

Page 17: ...k Congestion page 16 Physical and Operating Environment Specifications The following table shows the physical and operating environment specifications for the Cisco Unified IP Phones 8941 and 8945 Table 1 Physical and Operating Specifications Value or range Specification 32 to 104ºF 0 to 40ºC Operating temperature 10 to 95 noncondensing Operating relative humidity 14 to 140ºF 10 to 60ºC Storage te...

Page 18: ...or for handset and headset connection RJ 45 jack for the LAN 10 100BaseT connection labeled 10 100 SW on the Cisco Unified IP Phone 8941 and 8945 RJ 45 jack for a second 10 100BaseT compliant connection labeled 10 100 PC on the Cisco Unified IP Phone 8941 and 8945 48 volt power connector Network and Computer Port Pinouts Although both the network and computer access ports are used for network conn...

Page 19: ...ector The following table describes the computer port connector pinouts Table 3 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 Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communicati...

Page 20: ...e power to the attached phone The Cisco Unified IP Phone Power Injector is connected between a switch port and the IP Phone and supports a maximum cable length of 100 m between the unpowered switch and the IP Phone External power Provided through the Cisco Unified IP Phone Power Injector The Cisco Unified IP Phone 8941 supports IEEE 802 3af Class 1 power on signal pairs and spare pairs The Cisco U...

Page 21: ...Make sure that the CatOS or IOS version running on your switch supports your intended phone deployment Refer to the switch documentation for operating system version information PoE power Provided by a switch through the Ethernet cable attached to the phone The inline power patch panel WS PWR PANEL is compatible with the Cisco Unified IP Phone 8941 and 8945 External power Provided through inline p...

Page 22: ...or until the user lifts the handset or presses any button In the Phone Configuration window on Cisco Unified Communications Manager Administration configure the following parameters Days Backlight Not Active Specify the days that the backlight remains inactive Backlight on Time Schedule the time of day that the backlight automatically activates on the days listed in the off schedule Backlight on D...

Page 23: ...nd communicate with them without requiring changes to the traditional signalling components like Cisco Unified Communications Manager and gateways The CAST protocol allows separate hardware devices to synchronize related media and allows the PC to be used as a video resource for non video enabled phones Cisco Audio Session Tunneling CAST The Cisco Unified IP Phone uses CDP to communicate informati...

Page 24: ...operational without your needing to manually assign an IP address or to configure additional network parameters Dynamic Host Configuration Protocol DHCP Cisco Unified IP Phones use HTTP for XML services downloading of images and configuration files and for troubleshooting purposes HTTP is the standard way of transferring information and moving documents across the Internet and the web Hypertext Tr...

Page 25: ...t is connected After authentication is successful normal traffic can pass through the port IEEE 802 1X To communicate using IP network devices must have an assigned IP address subnet and gateway IP addresses subnets and gateways identifications are automatically assigned if you are using the Cisco Unified IP Phone with Dynamic Host Configuration Protocol DHCP If you are not using DHCP you must man...

Page 26: ...tocol Media Endpoint Devices LLDP MED Cisco Unified IP Phones use the RTP protocol to send and receive real time voice traffic from other phones and gateways RTP is a standard protocol for transporting real time data such as interactive voice and video over data networks Real Time Transport Protocol RTP RTCP is disabled by default but you can enable it on a per phone basis by using Cisco Unified C...

Page 27: ...wo or more endpoints Session Initiation Protocol SIP Cisco Unified IP Phone 8941 and 8945 use SCCP version 20 for call control SCCP includes a messaging set that allows communications between call control servers and endpoint clients such as IP Phones SCCP is proprietary to Cisco Systems Skinny Client Control Protocol SCCP Cisco Unified IP Phones use SRTP for media encryption SRTP is an extension ...

Page 28: ... Cisco Unified IP Phones transmit and receive RTP streams which utilize UDP UDP is a connectionless messaging protocol for delivery of data packets User Datagram Protocol UDP VLAN Interaction The Cisco Unified IP Phone 8941 and 8945 have an internal Ethernet switch enabling forwarding of packets to the phone and to the access port and the network port on the back of the phone If a computer is conn...

Page 29: ... features such as call conferencing and route planning Cisco Unified Communications Manager also provides Firmware for phones Certificate Trust List CTL and Identity Trust List ITL files using the TFTP and HTTP services Phone registration Call preservation so that a media session continues if signaling is lost between the primary Communications Manager and a phone For information about configuring...

Page 30: ...evice 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 devices cables and connectors In European Union countries use only external...

Page 31: ...t offers enhanced IP telephony features including access to network information and services and customizeable features and services A Cisco Unified IP Phone like other network devices must be configured and managed These phones encode G 711a G 711u G 722 G 729 G 729a G 729ab G 729b iLBC and decode G 711a G 711u G 722 G 729 G 729a G 729ab G 729b and iLBC Using a cell mobile or GSM phone or two way...

Page 32: ...onnection 5 DC adapter port DC48V 1 Handset connection 6 AC to DC power supply optional 2 Analog headset connection headset optional 7 AC power wall plug optional 3 Network port 10 100 SW with IEEE 802 3af and 802 3at power enabled 4 Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager 10 0 SCCP and SIP 18 Cisco Unified IP Phone 8941 ...

Page 33: ...n Power save mode Handset rest Phone Connections Use the following figure to help you connect your phone to the corporate IP telephony network Computer port 10 100 1000 PC connection 5 DC adapter port DC48V 1 Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager 10 0 SCCP and SIP 19 Cisco Unified IP Phone 8945 ...

Page 34: ...ures such as Speed Dial These buttons are also called Line buttons Shows information about your phone including directory number call information for example caller ID icons for an active call or call on hold and available softkeys Phone screen 1 Connects to your Cisco Unified IP Phone and allows you to make a point to point video call with another Cisco Unified IP Phone Video Camera 2 Integrated ...

Page 35: ...ll Transfer button 8 Redials a call Redial button 9 Allows you to dial phone numbers enter letters and choose menu items by entering the item number Keypad 10 Selects the speakerphone as the default audio path and initiates a new call picks up an incoming call or ends a call During a call the button is lit green The speakerphone audio path does not change until a new default audio path is selected...

Page 36: ...r sets a minimum ringer volume level ranging from 0 to 14 The default level is 0 silent You can only adjust the ringer volume to a level greater than the configured minimum ring volume value Volume button 15 Autodials voicemail system varies by system Messages button 16 Opens closes the Applications menu Depending on how the phone is set up use this button to access applications such as Call Histo...

Page 37: ...e important differences in terminology used in these documents Cisco Unified IP Phone 8941 and 8945 User Guide for Cisco Unified Communications Manager SCCP and SIP Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager SCCP and SIP Cisco Unified Communications Manager Administration Guide Cisco Unified Communications Manager System Guide Administration ...

Page 38: ...Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager 10 0 SCCP and SIP 24 Terminology Differences ...

Page 39: ...P A R T II Cisco Unified IP Phone Installation Cisco Unified IP Phone Installation page 27 Cisco Unified Communications Manager Phone Setup page 43 Self Care Portal Management page 57 ...

Page 40: ......

Page 41: ...lly operate as an endpoint in your network your network must meet specific requirements The phone displays the date and time from Cisco Unified Communications Manager The time displayed on the phone can differ from the Cisco Unified Communications Manager time by up to 10 seconds Note Procedure Step 1 Configure a VoIP Network to meet the following requirements VoIP is configured on your Cisco rout...

Page 42: ...f you want to use a secure connection with Cisco Unified Communications Manager For information about enabling autoregistration see the documentation for your particular Cisco Unified Communications Manager release When you configure the cluster for mixed mode through the Cisco CTL client autoregistration is automatically disabled however you can enable it When you configure the cluster for nonsec...

Page 43: ... Phone Addition Methods on page 47 Install Cisco Unified IP Phone You must connect the Cisco Unified IP Phone to the network and to a power source before using it See Phone Connections on page 18 for the connections for Cisco Unified IP Phone 8941 or Phone Connections on page 19 for the connections for Cisco Unified IP Phone 8945 Before you install a phone even if it is new upgrade the phone to th...

Page 44: ...properly For more information see Phone Startup Process on page 40 Step 7 If you are configuring the Ethernet network settings on the phone for an IP network you can set up an IP address for the phone either by using DHCP or by manually entering an IP address For more information see Set Up Phone from Setup Menus on page 30 Step 8 Make calls with the phone to verify that the phone and features wor...

Page 45: ...f these actions to display the desired menu Use the navigation bar to select the desired menu and then press Select Use the keypad on the phone to enter the number that corresponds to the menu Step 5 To display a submenu repeat Step 4 Step 6 To exit a menu press Exit Apply a Phone Password You can apply a password to the phone so that no changes can be made to the administrative options on the pho...

Page 46: ...cessary Note Configure Network Settings The Network Setup menu provides options to view and make a variety of network settings The following table describes these options and where applicable explains how to change them Table 7 Network Setup Menu Options To change Description Option Set Up IPv4 on page 34 In the IPv4 Setup submenu you can do the following Enable or disable the phone to use the IP ...

Page 47: ... it is ignored Admin VLAN ID Set PC VLAN Field on page 37 Allows the phone to interoperate with third party switches that do not support a voice VLAN The Admin VLAN ID option must be set before you can change this option PC VLAN Set SW Port Setup Field on page 37 Speed and duplex of the network port Valid values are Auto Negotiate 1000 Full 1000 BaseT full duplex Supported only for Cisco Unified I...

Page 48: ...Communications Manager Administration choose Device Phone Phone Configuration Enables and disables Link Layer Discovery Protocol Media Endpoint Discovery LLDP MED on the switch port Use this setting to force the phone to use a specific discovery protocol which should match the protocol supported by the switch Settings include Enabled default Disabled LLDP MED Switch Port Procedure Step 1 Press App...

Page 49: ... 1 DNS Server 1 Set Alternate TFTP Field on page 39 Indicates whether the phone is using an alternative TFTP server Alternate TFTP Set Secondary Load Server on page 40 A local server or router used by the phone instead of a designated TFTP server Secondary Load Server Set TFTP Server 1 Field on page 39 Primary Trivial File Transfer Protocol TFTP server used by the phone If you are not using DHCP i...

Page 50: ...dure Step 1 Set the DHCP Enabled option to No Step 2 Scroll to the Domain Name option press Select and enter a new domain name Step 3 Press Apply Set Admin VLAN ID Field Procedure Step 1 Scroll to the Admin VLAN ID option and press Edit Step 2 Enter a new VLAN ID setting Step 3 Press Apply Step 4 Press Save Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications ...

Page 51: ...p 3 Scroll to the setting that you want and press Select Set PC Port Setup Field Procedure Step 1 Unlock network configuration options Step 2 Scroll to the PC Port Setup option and press Select Step 3 Scroll to the setting that you want and press Select Set DHCP Field Procedure Step 1 Scroll to the DHCP option Step 2 Press Edit Step 3 Press either No to disable DHCP or press Yes to enable DHCP Cis...

Page 52: ... Step 2 Scroll to the Subnet Mask option press Select and enter a new subnet mask Step 3 Press Apply Set Default Router Field Procedure Step 1 Set the DHCP Enabled option to No Step 2 Scroll to the appropriate Default Router option press Select and enter a new router IP address Step 3 Press Apply Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager 10 ...

Page 53: ...P option Step 2 Press Edit Step 3 Press Yes if the phone should use an alternative TFTP server Step 4 Press No if the phone should not use an alternative TFTP server Set TFTP Server 1 Field You must enter the Alternate TFTP and TFTP server fields when you configure an off premises phone for SSL VPN to ASA using a built in client Procedure Step 1 If DHCP is enabled set the Alternate TFTP option to ...

Page 54: ...ver Step 3 Enter the server hostname or IP address Set DHCP Address Released Field Procedure Step 1 Scroll to the DHCP Address Released option and press Edit Step 2 Press Yes to release the DHCP Address Phone Startup Process After the Cisco Unified IP Phone has power connected to it the phone begins its startup diagnostic process by cycling through the following steps 1 The following LED buttons f...

Page 55: ...ervices These services comprise XML applications and Cisco signed Java midlets that enable the display of interactive content with text and graphics on the phone The IP phone manages each service as a separate application Examples of services include local movie times stock quotes and weather reports Before a user can access any service You must use Cisco Unified Communications Manager Administrat...

Page 56: ...ns Manager Administration choose Device Device Settings Phone Services Step 2 Verify that your users can access the Cisco Unified Communications Self Care Portal from which they can select and subscribe to configured services See Self Care Portal Management on page 57 for a summary of the information that you must provide to end users Cisco Unified IP Phone 8941 and 8945 Administration Guide for C...

Page 57: ...p Cisco Unified Communications Manager Features page 54 Determine the Phone MAC Address To add phones to Cisco Unified Communications Manager you must determine the MAC address of a phone Procedure Perform one of the following actions On the phone press Applications select Phone Information and look at the MAC Address field Look at the MAC label on the back of the phone Display the web page for th...

Page 58: ...entifies preliminary configuration that you need to perform before configuring individual phones such as phone button templates For more information see the Cisco Unified IP Phones chapter in the Cisco Unified Communications Manager System Guide Step 2 Verify that you have sufficient unit licenses for your phone For more information see the Licensing section in the Cisco Unified Communications Man...

Page 59: ...configuration fields see the Button Help in the Phone Configuration window If you want to add both the phone and user to the Cisco Unified Communications Manager database at the same time see the User Phone Add Configuration chapter in the Cisco Unified Communications Manager Administration Guide Note Step 9 Add and configure directory numbers lines on the phone by completing the required fields i...

Page 60: ... Access Protocol LDAP directory to store information about users you can install and configure Cisco Unified Communications to use your existing LDAP directory Note If you want to add both the phone and user to the Cisco Unified Communications Manager database at the same time see the User Phone Add Configurations chapter in the Cisco Unified Communications Manager Administration Guide Note Step 1...

Page 61: ...service Step 23 Select Save Related Topics Phone Displays Message Unprovisioned on page 168 Phone Addition Methods After you install the Cisco IP Phone you can choose one of the following options to add phones to the Cisco Unified Communications Manager database Add phones individually with Cisco Unified Communications Manager Administration Add multiple phones with the Bulk Administration Tool BA...

Page 62: ... Cisco Unified Communications Manager release Procedure Step 1 From Cisco Unified Communications Administration choose Bulk Administration Phones Phone Template Step 2 Click Add New Step 3 Choose a Phone Type and click Next Step 4 Enter the details of phone specific parameters such as Device Pool Phone Button Template and Device Security Profile Step 5 Click Save Step 6 Select Device Phone Add New...

Page 63: ...ns Manager immediately the LDAP Directory Synchronization Schedule on the LDAP Directory window determines when the next autosynchronization is scheduled Synchronization must occur before you can associate a new user to a device Note Procedure Step 1 Sign into Cisco Unified Communications Manager Administration Step 2 Select System LDAP LDAP Directory Step 3 Use Find to locate your LDAP directory ...

Page 64: ...o the Cisco Unified Communications Manager Standard End User group perform these steps Procedure Step 1 From Cisco Unified Communications Manager Administration choose User Management User Settings Access Control Group The Find and List Users window displays Step 2 Enter the appropriate search criteria and click Find Step 3 Select the Standard CCM End Users link The User Group Configuration window...

Page 65: ...y in the Controlled Devices pane Step 9 Choose Save Selected Changes Survivable Remote Site Telephony Survivable Remote Site Telephony SRST ensures that basic phone functions remain accessible when communications with the controlling Cisco Unified Communications Manager are broken In this scenario the phone can keep an in progress call active and the user can access a subset of the features availa...

Page 66: ...es Auto Answer Yes Call Waiting Yes Caller ID Yes Audible Message Waiting Indicator Yes Answer Programmable Line Key Conference is the only feature supported due to other feature limitations No Unified Session Presentation Voicemail will not be synchronized with other users in the Cisco Unified Communications Manager cluster Yes Voicemail Cisco Unified IP Phone 8941 and 8945 Administration Guide f...

Page 67: ...y The iDivert softkey does not display No To Voicemail iDivert Lines are supported but cannot be shared Partial Line Filters The Park softkey does not display No Park Monitoring User sees the message That feature is not currently available No Barge Message count badges do not appear on the phone screen Only the Message Waiting icon displays No Enhanced Message Waiting Indication The softkey does n...

Page 68: ...ns Manager Administration choose one of the following windows Device Phone Phone Configuration window Product Specific Configuration portion of window Device Device Settings Common Phone Profile Common Phone Profile Configuration window System Enterprise Phone Configuration Enterprise Phone Configuration window Step 2 Click the button in Cisco Unified Communications Manager Administration for desc...

Page 69: ...on Phone Profile window 3 Enterprise Phone Configuration window Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager 10 0 SCCP and SIP 55 Set Up Cisco Unified Communications Manager Features ...

Page 70: ...Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager 10 0 SCCP and SIP 56 Set Up Cisco Unified Communications Manager Features ...

Page 71: ...User group You must provide end users with the following information about the Self Care Portal The URL to access the application This URL is https server_name portnumber ucmuser where server_name is the host on which the web server is installed and portnumber is the port number on that host A user ID and default password to access the application An overview of the tasks that users can accomplish...

Page 72: ...ons by using Enterprise Parameters Configuration settings in Cisco Unified Communications Manager Administration Show Ring Settings Show Line Label Settings The settings apply to all Self Care Portal pages at your site Note Procedure Step 1 In Cisco Unified Communications Manager Administration select System Enterprise Parameters Step 2 In the Self Care Portal area set the Self Care Portal Default...

Page 73: ...P A R T III Hardware and Accessory Installation Cisco Unified IP Phone Accessories page 61 ...

Page 74: ......

Page 75: ... page 61 Handset page 62 Headsets page 63 Connect Footstand If your phone is placed on a table or desk connect the footstand to the back of the phone Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager 10 0 SCCP and SIP 61 ...

Page 76: ...ndset The Cisco Unified IP Phone uses a handset that is designed especially for the phone The handset includes a light strip to indicate incoming calls and voice messages waiting To connect a handset to the Cisco Unified IP Phone plug the cable into the handset and into the Handset port on the back of the phone Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communicati...

Page 77: ...s Cisco recommends that customers test headsets in their intended environment to determine performance before making a purchasing decision and deploying the headsets The Cisco Unified IP Phones 8941 and 8945 support wideband headsets Note Related Topics External Devices on page 16 Audio Quality Beyond physical mechanical and technical performance the audio portion of a headset must sound good to t...

Page 78: ...945 supports Bluetooth Class 2 technology when the headsets support Bluetooth Bluetooth enables low bandwidth wireless connections within a range of 30 feet 10 meters The best performance is in the 3 to 6 foot range 1 to 2 meters You can pair up to 5 headsets but only the last one connected is used as the default The Cisco Unified IP Phone 8941 does not support Bluetooth Note There can be a potent...

Page 79: ...ion communicates with the wireless headset The Electronic Hookswitch feature enables users to remotely control basic IP phone functionality from the wireless headset Basic IP phone functionality includes off hook and on hook ring indication audio volume control and mute The Electronic Hookswitch feature supports the following headset devices Plantronics Savi and CS5xx series with cable APC 82 For ...

Page 80: ...Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager 10 0 SCCP and SIP 66 Headsets ...

Page 81: ...A R T IV Cisco Unified IP Phone Administration Cisco Unified IP Phone Security page 69 Cisco IP Phone Customization page 79 Phone Features and Setup page 85 Corporate and Personal Directory Setup page 133 ...

Page 82: ......

Page 83: ...e Step 1 Press Applications Step 2 Choose Administrator Settings Security Setup View Security Profiles All Cisco IP Phones that support Cisco Unified Communications Manager use a security profile which defines whether the phone is nonsecure authenticated or encrypted For information about configuring the security profile and applying the profile to the phone see the documentation for your particul...

Page 84: ... Cisco Unified Communications Manager Security Guide The following table provides an overview of the security features that the Cisco Unified IP Phone 8941 and 8945 support For more information about these features and about Cisco Unified Communications Manager and Cisco Unified IP Phone security see Cisco Unified Communications Manager Security Guide For information about current security setting...

Page 85: ...ons Manager Administration the TFTP server adds the SRST certificate to the phone cnf xml file and sends the file to the phone A secure phone then uses a TLS connection to interact with the SRST enabled router Secure SRST reference Uses SRTP to ensure that the media streams between supported devices prove secure and that only the intended device receives and reads the data Includes creating a medi...

Page 86: ...mmunications Manager Administration choose Device Phone Phone Configuration Displays the security mode that is set for the phone Security Mode For information about how to manage the LSC for your phone see the Using the Certificate Authority Proxy Function chapter in Cisco Unified Communications Manager Security Guide Indicates if a locally significant certificate used for the security features is...

Page 87: ...en the CAPF was configured Step 2 From the phone choose Applications Administrator Settings Security Setup You can control access to the Administrator Settings Menu using the Settings Access field in the Cisco Unified Communications Manager Administration Phone Configuration window For more information see the Cisco Unified Communications Manager Administration Guide Note Step 3 To unlock settings...

Page 88: ...re encrypted and trusted in Cisco Unified Communications Manager it can be given a protected status After that if desired the protected phone can be configured to play an indication tone at the beginning of a call Protected Device To change the status of a secure phone to protected check the Protected Device check box in the Phone Configuration window in Cisco Unified Communications Manager Admini...

Page 89: ...ed and the call status is nonsecure the phone plays the nonsecure indication tone six short beeps with brief pauses If the Play Secure Indication Tone option is disabled no tone plays Secure calling is supported between two phones For protected phones some features such as conference calling shared lines and Extension Mobility are not available when secure calling is configured Note Secure Confere...

Page 90: ...hone the LAN switch does not see the physical link fail because the link between the LAN switch and the IP phone is maintained To avoid compromising network integrity the IP phone sends an EAPOL Logoff message to the switch on behalf of the downstream PC which triggers the LAN switch to clear the authentication entry for the downstream PC Support for 802 1X authentication requires several componen...

Page 91: ...g a switch that supports multidomain authentication you can continue to use the voice VLAN Disabled If the switch does not support multidomain authentication disable the Voice VLAN and consider assigning the port to the native VLAN Access 802 1X Authentication You can access the 802 1X authentication settings by following these steps Procedure Step 1 Press Applications Step 2 Choose Administrator ...

Page 92: ...ansaction Status Set Device Authentication Field Procedure Step 1 Press Applications Step 2 Choose Admin settings Security setup 802 1X Authentication Step 3 Set the Device Authentication option Yes No Step 4 Press Apply Set EAP MD5 Fields Procedure Step 1 Press Applications Step 2 Choose Administrator Settings Security Setup 802 1X Authentication EAP MD5 Step 3 To change the shared secret choose ...

Page 93: ...Guide Cisco TFTP chapter and the Cisco Unified Communications Operating System Administration Guide Software Upgrades chapter The following sections describe how you can customize the phone rings that are available at your site by creating PCM files and editing the DistinctiveRinglist xml file Set Up Custom Phone Ring To create custom phone rings for the Cisco Unified IP Phone perform these steps ...

Page 94: ...nglist XML object uses the following simple tag set to describe the information CiscoIPPhoneRingList Ring DisplayName FileName Ring CiscoIPPhoneRingList The following characteristics apply to the definition names You must include the required DisplayName and FileName for each phone ring type DisplayName specifies the name of the custom ring for the associated PCM file that displays on the Ring Typ...

Page 95: ...e the option for users to select a background image by unchecking the Enable End User Access to Phone Background Image Setting check box from the Common Phone Profile Configuration window in Cisco Unified Communications Manager Administration Device Device Settings Common Phone Profile When this check box is unchecked the Applications Preferences Wallpaper option does not display on the phone For ...

Page 96: ...able Caching of Constant and Bin Files at Startup TFTP service parameter that is located in the Advanced Service Parameters area Custom Background File Formats The List xml file defines an XML object that contains a list of background images The List xml file is stored in the following subdirectory on the TFTP server Desktops 640x480x24 If you are manually creating the directory structure and the ...

Page 97: ...0 pixels width X 480 pixels height Thumbnail image 123 pixels width X 111 pixels height If you are using a graphics program that supports a posterize feature for grayscale set the number of tonal levels per channel to 16 and the image posterizes to 16 shades of grayscale Tip Phone Customization Tools Third party vendors provide tools that can be used to change aspects of the phone These tools can ...

Page 98: ...onfiguration window in Cisco Unified Communications Manager Administration For multiple phones simultaneously URL Idle Time field in the Enterprise Parameters Configuration window or the Idle Timer field in the Bulk Administration Tool BAT Procedure Step 1 In Cisco Unified Communications Manager Administration select Device Phone Step 2 In the Idle field enter the URL to the idle display XML Servi...

Page 99: ...23 Set Up Automatic Port Synchronization page 124 Set Up Do Not Disturb page 124 Enable Device Invoked Recording page 125 Enable BLF for Call Lists page 125 Set Up Call Forward Notification page 126 Set Up Incoming Call Toast Timer page 127 Set Up Remote Port Configuration page 127 Set Up SSH Access page 128 Client Matter Codes and Forced Authorization Codes page 128 Set Up Phone Minimum Ring Volu...

Page 100: ...tions 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 information about their Cisco IP Phones Consi...

Page 101: ...t indicate a lack of network resources the phone automatically changes the video resolution No configuration required Adaptive Bandwidth Management SIP only Allows an agent to create and update a prerecorded greeting that plays at the beginning of a call such as a customer call before the agent begins the conversation with the caller The agent can prerecord a single greeting or multiple ones as ne...

Page 102: ...adset See the Cisco Unified Communications Manager Administration Guide Directory Number Configuration chapter Auto Answer When the Cisco Unified Communications Manager administrator uses the Remote Port Configuration feature to set the speed and duplex function of an IP phone remotely loss of packets can occur if one port is slower than the other See Set Up Automatic Port Synchronization on page ...

Page 103: ...Communications Manager System Guide Cisco Unified IP Phone Cisco Unified Communications Manager Features and Services Guide Cisco Call Back Call Back Determines the information that will display for calling or connected lines depending on the parties who are involved in the call See Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phone Configuration Cisco Unified Communi...

Page 104: ...r This feature allows the CFA target to reach the CFA initiator for important calls The override works whether the CFA target phone number is internal or external See the Cisco Unified Communications Manager System Guide Understanding Directory Numbers chapter Call Forward Destination Override Allows you to configure the information that the user sees when receiving a forwarded call For more infor...

Page 105: ... Recording chapter Call Recording Indicates and allows users to answer an incoming call that rings while on another call Incoming call information appears on the phone display The Cisco Unified IP Phone 8941 and 8945 supports three calls per line Cisco Unified Communications Manager sets the Maximum Number of Calls MNC per line to 3 and Busy Trigger BT per line to 2 which is configurable When ther...

Page 106: ...o Unified Communications Manager Features and Services Guide Barge and Privacy cBarge Allows users to temporarily access their Cisco Unified IP Phone configuration such as line appearances services and speed dials from shared Cisco Unified IP Phone by logging into the Cisco Extension Mobility service on that phone when they log into the Cisco Extension Mobility service on that phone Cisco Extensio...

Page 107: ...articipant individually Conference features include Conference and Meet Me Allows a noninitiator in a standard ad hoc conference to add or remove participants also allows any conference participant to join together two standard conferences on the same line See Cisco Unified Communications Manager System Guide Conference Bridges Cisco Unified Communications Manager System Guide Cisco Unified IP Pho...

Page 108: ... features Note See the Cisco Unified Communications Manager Features and Services Guide Call Park and Directed Call Park chapter Directed Call Park Allows a user to answer a call that is ringing on a particular directory number See the Cisco Unified Communications Manager Features and Services Guide Call Pickup chapter Directed Call Pickup Users can customize how their phone indicates an incoming ...

Page 109: ... Communications Manager Features and Services Guide Extension Mobility Size Safe and Feature Safe Allows a user to enter a Fast Dial code to place a call Fast Dial codes can be assigned to phone numbers or Personal Address Book entries See Services in this table See Modify Phone Button Template for PAB or Fast Dial on page 117 Fast Dial Service Supports flexible DSCP classification for video calls...

Page 110: ...local and remote lines that placed a call on hold No configuration is required Hold Status Allows the user to move a connected call from an active state to a held state Requires no configuration unless you want to use music on hold See Music on Hold in this table for information See Hold Reversion in this table Hold Resume Allows you to toggle a call between active and on hold state To place a cal...

Page 111: ...com line buttons to Directly dial a specific intercom extension Initiate an intercom call and then prompt the user to enter a valid intercom number If your user logs into the same phone on a daily basis using their Cisco Extension Mobility profile assign the phone button template that contains intercom information to their profile and assign the phone as the default intercom device for the interco...

Page 112: ...all Statistics Shortcut Allows users to log out of a hunt group and temporarily block calls from ringing their phone when they are not available to take calls Logging out of hunt groups does not prevent nonhunt group calls from ringing their phone See Set Up Softkey Template on page 117 Cisco Unified Communications Manager System Guide Understanding Route Plans Log Out of Hunt Group Allows users t...

Page 113: ...ndicator Sets a minimum ringer volume level for an IP phone The minimum ringer volume level can range from 0 to 15 The default is 0 silent See Set Up Phone Minimum Ring Volume on page 129 Minimum Ring Volume Enables users to manage business calls using a single phone number and pick up in progress calls on the desk phone and a remote device such as a mobile phone Users can restrict the group of ca...

Page 114: ...atically placed on hold The system allows you to configure the maximum calls busy trigger to not more than 24 24 both for SCCP and SIP The default call busy trigger value is 4 2 This feature is supported with Cisco Unified CM 7 1 5 and later See the Directory Number Configuration chapter in the Cisco Unified Communications Manager Administration Guide Multiple Calls Per Line Plays music while call...

Page 115: ...tar key for at least 1 second This applies to dialing the first digit for an on hook including edit mode or off hook call No configuration required Plus Dialing Prevents users who share a line from adding themselves to a call and from viewing information on their phone display about the call of the other user See Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phone Conf...

Page 116: ...ne For an incoming call to remote destination mobile phone only the remote destination rings the desk phone does not ring When the call is answered on the mobile phone the desk phone displays a Remote In Use message During these calls users can make use of various features of their mobile phone See the Cisco Unified Communications Manager Features and Services Guide Cisco Unified Mobility chapter ...

Page 117: ... the selection of a local server or router for phones to use instead of the designated TFTP server The server or router can be identified by a hostname or IP address The specified server or router must be running HTTP TFTP services and have the load file in the HTTP TFTP path See Set Secondary Load Server on page 40 Secondary Load Server Allows secure phones to place audio conference calls using a...

Page 118: ...s Manager Administration Guide Cisco Unified IP Phone Configuration Cisco Unified Communications Manager System Guide Cisco Unified IP Phone Services Services URL Button Allows you to use the Cisco Unified IP Phone Services Configuration menu in Cisco Unified Communications Manager Administration to define and maintain the list of phone services to which users can subscribe See Cisco Unified Commu...

Page 119: ... Configuration chapter Time Zone Update Allows users to redirect connected calls from their phones to another number Some JTAPI TAPI applications are not compatible with the Join and Direct Transfer feature implementation on the Cisco Unified IP Phone 8941 and 8945 and you may need to configure the Join and Direct Transfer Policy to disable join and direct transfer on the same line or possibly acr...

Page 120: ...s See the Cisco Unified Communications Manager Security Guide Virtual Private Network Configurations chapter VPN Client Allows a user to select the video display mode for viewing a video conference depending on the modes configured in the system See Cisco Unified Communications Manager Administration Guide Conference Bridge Configuration chapter Cisco Unified Communications Manager System Guide Un...

Page 121: ... Voicemail Enables callers to leave messages if calls are unanswered See Cisco Unified Communications Manager Administration Guide Cisco Voice Mail Port Configuration Cisco Unified Communications Manager System Guide Voice Mail Connectivity to Cisco Unified Communications Manager Voice Messaging System Provides support for the w360p Video Resolution During video calls the phones negotiate the vide...

Page 122: ...isco Unified IP Phones 8941 and 8945 Feature Support by Protocol For more information see the following chapter and section in the user guide Protocol SIP Protocol SCCP Features Calling Features Calling Features Speed Dial Supported Supported Abbreviated Dialing Calling Features Agent Greeting Supported Supported Agent Greeting Calling Features Call Park Supported Not supported Assisted Directed C...

Page 123: ...rted Call Forward All Supported Supported Call Forward All Breakout Supported Supported Call Forward All Loop Prevention Calling features Call Forward Supported Supported Call Forward Busy Supported Supported Call Forward Configurable Display Supported Supported Call Forward Destination Override Calling features Call Forward Supported Supported Call Forward No Answer Supported Supported Call Forwa...

Page 124: ...sion Mobility Cross Cluster Supported Supported Classic Ringtones Calling features Client Matter Code Supported Supported Client Matter Code CMC Some support such as Call Park MWI Supported Computer Telephony Integration CTI Applications Supported Supported Configurable Call Forward Display User Preferences Configure Displayed Font Size Supported Supported Configurable Font Size Supported Supporte...

Page 125: ...ce message identification Supported Not Supported Enhanced Message Waiting Indicator Supported Not supported Enhanced Version Negotiation with Unified CME Supported Supported Extension Mobility Size Safe and Feature Safe Calling features Fast Dial Supported Supported Fast Dial Service Supported Supported Flexible DSCP Marking Calling features Forced Authorization Code Supported Supported Forced Au...

Page 126: ...upported Supported Join Calling features Join calls into conference Supported Supported Join Across Lines Supported Supported Larger Font for Time Date Supported Supported Line Status for Call Lists Calling features Sign in and out of hunt group Supported Supported Log Out of Hunt Groups Calling features Malicious Call ID Supported Supported Malicious Call ID Supported Supported Maximum CTL File S...

Page 127: ...rted Peer Firmware Sharing Calling features Hunt Groups Supported Supported PLK Support for Queue Statistics Calling features Plus Dialing Supported Supported Plus Dialing Calling features Privacy Supported Supported Privacy Supported Supported Private Line Automated Ringdown PLAR Your phone Buttons and hardware Supported Supported Programmable Feature Buttons Supported Supported Programmable Feat...

Page 128: ...points Supported Supported Services Supported Supported Services URL button Calling features Shared lines Supported Supported Shared Line Supported Not supported sRTP Secure Video Calling features Silent Monitoring and Recording Supported Supported Monitoring and Recording Calling features Speed dial Supported Supported Speed Dial Supported Supported SRST Notification Supported Supported SSH Acces...

Page 129: ...mable line buttons Call handling features that can be assigned to buttons include Call Forward Hold and Conference Ideally you modify templates before registering phones on the network In this way you can access customized phone button template options from Cisco Unified Communications Manager during registration The default Cisco Unified IP Phone 8941 template that ships with the phone uses butto...

Page 130: ...s The Find and List IP Phone Services window displays Step 2 Click Add New The IP Phone Services Configuration window displays Step 3 Enter the following settings Service Name and ASCII Service Name Enter Personal Address Book Service Description Enter an optional description of the service Service URL For PAB enter the following URL http Unified CM server name 8080 ccmpd login do name DEVICENAME ...

Page 131: ...ve to create a new phone button template that uses the service URL Step 7 Choose Device Phone and open the Phone Configuration window for the phone Step 8 Select the new phone button template from the Phone Button Template drop down list Step 9 Select Save to store the change and then select Apply Config to implement the change The phone user can now access the Self Care Portal and associate the s...

Page 132: ...r Fwd Off Yes Forward All cfwdAll Call Forward All Yes Call Park Park Call Park Yes Pick Up Pickup Call Pickup Configure cBarge as a programmable line button or as a softkey Yes Conference Barge cBarge cBarge Conference is a dedicated button Only exists on video call Yes Conference Confrn Conference Phone displays Detail Yes Conference List ConfList Conference List Phone displays Divert Yes Immedi...

Page 133: ... Yes Queue Status PLK Support for Queue Statistics Configure Quality Reporting Tool as a programmable feature button or as a softkey Yes Quality Reporting Tool QRT Quality Reporting Tool No Redial Redial Redial Phone displays Remove when a participant is selected Yes Remove Last Conference Participant Remove Remove Last Conference Participant Yes Resume Resume Resume No Select Select Select Phone ...

Page 134: ... access to the phone web pages and the Cisco Unified Communications Self Care Portal Some features such as Cisco Quality Report Tool do not function properly without access to the phone web pages Disabling web access also affects any serviceability application that relies on web access such as CiscoWorks Note Procedure Step 1 In Cisco Unified Communications Manager Administration choose Device Pho...

Page 135: ...ll to globalize or localize the calling party number for the phone user The phone itself can localize the calling party number For the phone to localize the calling party number you must configure the Calling Party Transformation CSS or the Use Device Pool Device Calling Party Transformation CSS setting in the Phone Configuration window For information on how to configure this feature for your pho...

Page 136: ...click each day that you want Days Display Not Active Time each day that the display turns on automatically except on the days specified in the Days Display Not Active field Enter the time in this field in 24 hour format where 0 00 is midnight For example to automatically turn the display on at 07 00 a m 0700 enter 07 00 To turn the display on at 02 00 p m 1400 enter 14 00 If this field is blank th...

Page 137: ...p 1 From Cisco Unified Communications Manager Administration select Device Phone Step 2 Select the phone you want to modify Step 3 In the Phone Configuration window for the phone check the Disable Speakerphone check box Step 4 Select Save Enable Agent Greeting The Agent Greeting feature allows an agent to create and update a prerecorded greeting that plays at the beginning of a call such as a cust...

Page 138: ...Locate the phone c In the Product Specific Configuration Layout pane set the Automatic Port Synchronization parameter d Select Save Step 2 To configure Automatic Port Synchronization for a group of phones a In the Cisco Unified Communications Manager Administration application choose System Enterprise Phone Configuration b Set the Automatic Port Synchronization parameter c Select Save Set Up Do No...

Page 139: ...ng and Recording chapter in the Cisco Unified Communications Manager Features and Services Guide Procedure Step 1 Set the IP phone Built In Bridge to On Step 2 Set Recording Option to Selective Call Recording Enabled Step 3 Select the appropriate Recording Profile Enable BLF for Call Lists Procedure Step 1 In the Cisco Unified Communications Manager Administration select System Enterprise Paramete...

Page 140: ...er When this check box is checked the information about the caller who last forwarded the call displays in the notification window Example If Caller A calls B but B has forwarded all calls to C and C has forwarded all calls to D the notification box that D sees contains the phone information for caller C By default this check box is not checked Redirected Number When this check box is checked the ...

Page 141: ...e the phone Step 3 Set the Incoming Call Toast Timer field Description Field Gives the time in seconds that the toast displays The time includes the fade in and fade out times for the window The possible values are 3 4 5 6 7 8 9 10 15 30 and 60 The default is 5 Incoming Call Toast Timer Step 4 Select Save Set Up Remote Port Configuration To configure the Switch Remote Port Configuration parameter ...

Page 142: ... must enable the SSH Access parameter before users of these phones can use SSH Procedure Step 1 In Cisco Unified Communications Manager Administration choose one of the following windows Device Device Settings Common Phone Profile Device Phone Phone Configuration If you set the parameter in both windows the setting in the Device Phone Phone Configuration window takes precedence Note Step 2 Select ...

Page 143: ...er option in the Preferences menu If the Video on PC option is enabled and Video Capability enabled video is received and shown on the PC display while audio remains on the phone Video Capability disabled video is not displayed either on the phone or on the PC The feature is dependent on SCCP or SIP protocols IP Phones that use SIP firmware can receive video without sending video IP phones that us...

Page 144: ... supports HTTP and TFTP firmware download methods Note Procedure Step 1 In Cisco Unified Communications Manager Administration choose Device Phone Step 2 Find your phone from the list of phones that associate with the Cisco Unified Communications Manager Step 3 Click on the Device Name of the phone Step 4 Go to Product Specific Configuration Layout area and select Enable from the Peer Firmware Sha...

Page 145: ...elect a specific volume level for all calls Procedure Step 1 In Cisco Unified Communications Manager Administration choose Device Phone Step 2 Select a phone from the list Step 3 Select Auto Save Volume During Call Step 4 Select TRUE to enable the feature or FALSE to disable the feature Step 5 Click Save Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Man...

Page 146: ...Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager 10 0 SCCP and SIP 132 Set Auto Save Volume ...

Page 147: ... the telephony resources that a user is permitted to use such as a specific phone extension For more information see the documentation for your particular Cisco Unified Communications Manager release After you complete the LDAP directory configuration users can use the Corporate Directory service on their phone to look up users in the corporate directory Personal Directory Setup The Personal Direc...

Page 148: ...t users know how to access their Self Care Portal See Set Up User Access to the Self Care Portal on page 57 for details Cisco IP Phone Address Book Synchronizer Make sure to provide users with the installer See Download Cisco IP Phone Address Book Synchronizer on page 134 Download Cisco IP Phone Address Book Synchronizer To download a copy of the synchronizer to send to your users follow these ste...

Page 149: ...chronizer perform these steps Procedure Step 1 Open the Cisco IP Phone Address Book Synchronizer If you accepted the default installation directory you can open the application by choosing Start All Programs Cisco Systems TabSync Step 2 To configure user information select User Step 3 Enter the Cisco IP Phone user name and password and select OK Step 4 To configure Cisco Unified Communications Man...

Page 150: ... CallManager Address Book Synchronizer Step 9 To verify whether the synchronization worked sign in to your Self Care Portal and choose Personal Address Book The users from your Windows address book should be listed Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager 10 0 SCCP and SIP 136 User Personal Directory Entries Setup ...

Page 151: ...P A R T V Cisco Unified IP Phone Troubleshooting Monitoring Phone Systems page 139 Troubleshooting page 165 Maintenance page 187 International User Support page 193 ...

Page 152: ......

Page 153: ...urrent call You can use the information on these screens to monitor the operation of a phone and to assist with troubleshooting Display Phone Information Window To display the Model Information screen follow these steps Procedure Step 1 Press Applications Step 2 Select Phone Information If the user is connected to a secure or authenticated server a corresponding icon lock or certificate displays i...

Page 154: ...of the server to which the phone is registered Active Server Display only cannot configure IP address or name of the standby server Stand by Server Display Status Menu The Status menu includes the following options which provide information about the phone and phone operations Status Messages Displays the Status Messages screen which shows a log of important system messages Ethernet Statistic Disp...

Page 155: ...ages screen press Exit Related Topics Phone Displays Error Messages on page 168 Phone Displays Error Messages on page 168 Status Messages The Status Messages screen displays the 10 most recent status messages that the phone has generated You can access this screen at any time even if the phone has not finished starting up The following table describes the status messages that might appear This tab...

Page 156: ...igning a TFTP server The name based and default configuration file was not found on the TFTP Server CFG file not found Power cycle the phone The configuration file is too large for file system on the phone CFG TFTP Size Error Obtain a new copy of the phone firmware and place it in the TFTPPath directory You should only copy files into this directory when the TFTP server software is shut down other...

Page 157: ...DHCP server configuration Another device is using the IP address assigned to the phone Duplicate IP From Cisco Unified Operating System Administration check that the following files are located within subdirectories in the TFTP File Management Located in subdirectory with same name as network locale tones xml Located in subdirectory with same name as user locale glyphs xml dictionary xml kate xml ...

Page 158: ...y that the default router has been configured See Configure Network Settings on page 32 If you are using DHCP the DHCP server has not provided a default router Check the DHCP server configuration DHCP or static configuration did not specify a default router No default router If the phone has a static IP address verify that the DNS server has been configured See Configure Network Settings on page 3...

Page 159: ...e Network Setup menu on the phone If the TFTP server address is correct there may be a problem with the CTL file In this case run the CTL client and update the CTL file making sure that the proper TFTP servers are included in this file The specified TFTP server could not be found in the phone CTL file TFTP server not authorized Network is busy The errors should resolve themselves when the network ...

Page 160: ...lds The following table describes the information in the Network Statistics screen Table 20 Network Statistics Fields for the Cisco Unified IP Phone 8941 and 8945 Description Item Number of packets sent by the phone Tx Frames Number of broadcast packets sent by the phone Tx Broadcasts Total number of unicast packets transmitted by the phone Tx Unicast Number of packets received by the phone Rx Fra...

Page 161: ...d a full duplex 100Mbps connection Port 1 Link state and connection of the Network port Port 2 Information on the DHCP status This includes the following states CDP BOUND CDP INIT DHCP BOUND DHCP DISABLED DHCP INIT DHCP INVALID DHCP REBINDING DHCP REBOOT DHCP RENEWING DHCP REQUESTING DHCP RESYNC DHCP UNRECOGNIZED DHCP WAITING COLDBOOT TIMEOUT SET DHCP COLDBOOT SET DHCP DISABLED DISABLED DUPLICATE ...

Page 162: ...ep 2 Select Administrator Settings Status Call Statistics Step 3 To exit the Call Statistics screen press Exit Call Statistics Fields The Call Statistics screen displays these items Table 21 Call Statistics Fields for the Cisco Unified Phone 8941 and 8945 Description Item Type of voice stream received RTP streaming audio from codec G 729 G 711 u law G 711 A law G 722 Rcvr Codec Type of voice strea...

Page 163: ...voice activity detection VAD a longer interval might be required to accumulate 3 seconds of active speech Interval Conceal Ratio Highest interval concealment ratio from start of the voice stream Max Conceal Ratio Number of seconds that have concealment events lost frames from the start of the voice stream includes severely concealed seconds Conceal Secs Number of seconds that have more than 5 perc...

Page 164: ...nks that provide information that you can use for troubleshooting Streaming statistic Includes the Audio and Video statistics Stream 1 Stream 2 Stream 3 Stream 4 Stream 5 and Stream 6 hyperlinks which display a variety of streaming statistics This section describes the information that you can obtain from the phone web page You can use this information to remotely monitor the operation of a phone ...

Page 165: ...scribes these items To display the Device Information area access the web page for the phone and then click the Device Information hyperlink Table 22 Device Information Area Items Description Item Media Access Control MAC address of the phone MAC Address Unique fixed name that is automatically assigned to the phone based on its MAC address Host Name Directory number assigned to the phone Phone DN ...

Page 166: ... Date Network Setup The Network Setup on a phone web page displays network setup information and information about other phone settings The following table describes these items You can view and set many of these items from the Network Setup Menu and the Phone Information Menu on the Cisco Unified IP Phone To display the Network Setup area access the web page for the phone and then click the Netwo...

Page 167: ...e is currently receiving call processing services Standby Cisco Unified Communications Manager server to which the phone switches if the current server becomes unavailable Blank No current connection to this Cisco Unified Communications Manager server An item may also include the Survivable Remote Site Telephony SRST designation which identifies an SRST router capable of providing Cisco Unified Co...

Page 168: ...HTTP client Proxy Server URL URL that the phone uses to validate requests made to the phone web server Authentication URL Indicates if the phone is enabled to synchronize the PC and SW ports to the same speed and to duplex mode Automatic Port Synchronization Indicates if remote port configuration of the speed and duplex mode for the switch port is enabled or disabled SW Port Configuration Indicate...

Page 169: ...set button is enabled on the phone Headset Enabled Version of the user locale loaded on the phone User Locale Version Version of the network locale loaded on the phone Network Locale Version Indicates whether the PC port on the phone is enabled or disabled PC Port Disabled Indicates whether the speakerphone is enabled on the phone Speaker Enabled Indicates whether the phone learns MAC addresses fr...

Page 170: ... the phone s power priority to the switch enabling the switch to appropriately provide power to the phones Settings include Unknown default Low High Critical LLDP Power Priority Identifies the asset ID assigned to the phone for inventory management LLDP Asset ID Indicates whether CDP is supported on the PC port default is enabled Enable CDP on the PC port when Cisco VT Advantage Unified Video Adva...

Page 171: ...ion Web Page The following table describes the items in this area Table 24 Ethernet Information Items Description Item Total number of packets transmitted by the phone Tx Frames Total number of broadcast packets transmitted by the phone Tx broadcast Total number of unicast packets transmitted by the phone Tx unicast Total number of packets received by the phone Rx Frames Total number of broadcast ...

Page 172: ...otal Identifier of a device connected to this port discovered by CDP protocol CDP Neighbor Device ID IP address of the neighbor device discovered by CDP protocol CDP Neighbor IP Address Neighbor device port to which the phone is connected discovered by CDP protocol CDP Neighbor Port Identifier of a device connected to this port discovered by LLDP protocol LLDP Neighbor Device ID IP address of the ...

Page 173: ...tatistics area access the web page for the phone and then click the Stream 1 hyperlink The following table describes the fields in the Streaming Statistics areas Table 26 Streaming Statistics Fields Description Item IP address and RTP port of the destination of the stream Remote Address IP address and RTP port of the phone Local Address Internal time stamp indicating when Cisco Unified Communicati...

Page 174: ...kets received by the phone since starting receiving data on this connection Includes packets received from different sources if this is a multicast call The value displays as 0 if the connection was set to send only mode Rcvr Packets Total number of payload octets received in RTP data packets by the device since starting reception on the connection Includes packets received from different sources ...

Page 175: ... of the voice stream includes severely concealed seconds Conceal Secs Number of seconds that have more than 5 percent concealment events lost frames from the start of the voice stream Severely Conceal Secs 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 see note Maximum val...

Page 176: ...ince the video stream was opened Rcvr Partial Frames Number of I frames received by the camera since the video stream was opened Rcvr IFrames Number of times IDR requests sent by the phone to the remote end point since the video stream was opened Rcvr IFrames Req Rate at which video frames are received Frames per second Rcvr Frame Rate Total number of packets lost Rcvr Frames Lost Number of errors...

Page 177: ...nder Start Time Timestamp indicating when the first RTP packet is received from the network Rcvr Start Time When the RTP Control Protocol is disabled no data generates for this field and thus displays as 0 Note Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager 10 0 SCCP and SIP 163 Cisco IP Phone Web Page ...

Page 178: ...Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager 10 0 SCCP and SIP 164 Cisco IP Phone Web Page ...

Page 179: ...pport connecting an IP phone to another IP phone through the PC port Each IP phone should directly connect to a switch port If phones are connected together in a line by using the PC port the phones will not work Connecting a Cisco Unified IP Phone to another Cisco Unified IP Phone A prolonged Layer 2 broadcast storm lasting several minutes on the voice VLAN may cause IP phones to reset lose an ac...

Page 180: ...atistics show the codec that is being used for a conversation between this Cisco Unified 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 Codec mismatch between the phone and another device The RxSize and the TxSize statistics show the size o...

Page 181: ...nal Exchange the Ethernet cables with cables that you know are functional Disconnect a functioning 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 eliminatin...

Page 182: ...m starting up properly See Troubleshooting Procedures on page 180 for more information Phone Displays Error Messages Problem Status messages display errors during startup Solution While the phone cycles through the startup process you can access status messages that might provide you with information about the cause of a problem See the Display Status Messages Window section for instructions about...

Page 183: ... IP addressing and routing fields may not be configured correctly Solution You should verify the IP addressing and routing settings on the phone If you are using DHCP the DHCP server should provide these values If you have assigned a static IP address to the phone you must enter these values manually Related Topics Check DHCP Settings on page 181 Phone Cannot Connect Using DNS Problem The DNS sett...

Page 184: ...n file Cisco Unified Communications Manager Phone Registration Problem The phone is not registered with the Cisco Unified Communications Manager Solution A Cisco IP Phone can register with a Cisco Unified Communications Manager server only if the phone is added to the server or if autoregistration is enabled Review the information and procedures in Phone Addition Methods on page 47 to ensure that ...

Page 185: ... 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 ensure that no cable breaks exist Phone Resets Due to Intermittent Network Outages Problem Your network may be experiencing intermittent outages Solution Intermitt...

Page 186: ...e Problem If the phone appears to reset during heavy network usage it is likely that you do not have a voice VLAN configured Solution Isolating the phones on a separate auxiliary VLAN increases the quality of the voice traffic Phone Resets Due to Intentional Reset Problem If you are not the only administrator with access to Cisco Unified Communications Manager you should verify that no one else ha...

Page 187: ...ternal power but loses that connection and switches to PoE Similarly a phone may restart if it powers up by using PoE and then connects to an external power supply Cisco IP Phone Security Problems The following sections provide troubleshooting information for the security features on the Cisco IP Phone For information about the solutions for any of these issues and for additional troubleshooting i...

Page 188: ...ration file may not be signed by the corresponding certificate in the phone Trust List Solution Check the TFTP record and the certificate in the Trust List Phone Does Not Register Problem Phone does not register with Cisco Unified Communications Manager Cause The CTL file does not contain the correct information for the Cisco Unified Communications Manager server Solution Change the Cisco Unified ...

Page 189: ...gned IP address Phone does not register with Cisco Unified Communications Manager Phone status displays Configuring IP or Registering 802 1X Authentication Status displays Held Status menu 802 1X status displays Failed 802 1X Not Enabled on page 176 Phone cannot obtain a DHCP assigned IP address Phone does not register with Cisco Unified Communications Manager Phone status displays Configuring IP ...

Page 190: ...abled on the phone but the phone is unable to authenticate Solution To resolve this problem check the 802 1X and shared secret configuration See Identify 802 1X Authentication Problems on page 183 802 1X Not Enabled Problem The phone does not have 802 1X configured Cause These errors typically indicate that 802 1X authentication is not enabled on the phone Solution If 802 1X is not enabled on the ...

Page 191: ...ow to resolve audio and video problems Phone Display Is Wavy Problem The display appears to have rolling lines or a wavy pattern Cause The phone might be interacting with certain types of older fluorescent lights in the building Solution Move the phone away from the lights or replace the lights to resolve the problem No Speech Path Problem One or more people on a call do not hear any audio Solutio...

Page 192: ...quality Solution Use the G 729 and iLBC codecs only when absolutely necessary Insufficient Bandwidth for Video Calls Problem Users report that calls with video suddenly drop the video component of the call The video part of a call cannot be established Cause The network has run out of resources for the video call Solution Changes need to be made on the Cisco Unified Communications Manager For more...

Page 193: ...Set Up Remote Phone on page 180 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 is unable to register to Cisco Unified Communications Manager Phones with an LCD display show the message Configuring IP or Registering Phones without an LCD display play the reorder tone instead of dial tone in the handset wh...

Page 194: ...ually This setting allows the phone to download the configuration and other files from TFTP The phone in a remote location home office cannot correctly provide OPTION 150 to the phone using DHCP The IP phone can register to the last known Cisco Unified Communications Manager but any configuration updates cannot applied until you configure the manual TFTP server address Procedure Step 1 On the phon...

Page 195: ... press Applications Step 2 Select Administrator Settings Network Setup IPv4 Setup and look at the following options DHCP Server If you have assigned a static IP address to the phone you do not need to enter a value for the DHCP Server option However if you are using a DHCP server this option must have a value If no value is found check your IP routing and VLAN configuration See the Troubleshooting...

Page 196: ...assigned DNs are not used by other devices delete these DNs from the Cisco Unified Communications Manager database You can use the Route Plan Report to view and delete unassigned reference numbers For more information see the documentation for your particular Cisco Unified Communications Manager release Changing the buttons on a phone button template or assigning a different phone button template ...

Page 197: ...he same default router setting that other functioning phones use c Assign a TFTP server Use the same TFTP server that other functioning phones use Step 3 On the Cisco Unified Communications Manager server verify that the local host files have the correct Cisco Unified Communications Manager server name mapped to the correct IP address Step 4 From Cisco Unified Communications Manager choose System ...

Page 198: ...4 If a service has stopped click the corresponding radio button and then click Start The Service Status symbol changes from a square to an arrow Control Debug Information from Cisco Unified Communications Manager If you are experiencing phone problems that you cannot resolve Cisco TAC can assist you You will need to turn debugging on for the phone reproduce the problem turn debugging off and send ...

Page 199: ...ote Log values Disable default Enable IPv6 Log Server or Log Server IP address IPv4 or IPv6 address When the Log Server cannot be reached the phone stops sending debug messages Note The format for the IPv4 Log Server address is address port base 0 7 pfs 0 1 The format for the IPv6 Log Server address is address port base 0 7 pfs 0 1 Where the IPv4 address is separated with dot the IPv6 address is s...

Page 200: ...Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager 10 0 SCCP and SIP 186 Troubleshooting Procedures ...

Page 201: ...ituation Table 29 Basic Reset Methods Explanation Performing 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 settings then restarts the phone Press Services Applications or Directories and then press Restart phone Resets user and network setup settings to their default values and restarts the phone To...

Page 202: ...set and Speaker buttons are lit enter the following key sequence 123456789 0 The phone resets Perform Factory Reset from Phone Menu To perform a factory reset of a phone Procedure Step 1 Press Applications Step 2 Choose Administrator Settings Reset Settings All If required unlock the phone options Related Topics Apply a Phone Password on page 31 Perform Network Configuration Reset Resets network c...

Page 203: ...ce packet stream Concealment Ratio metrics Show the ratio of concealment frames over total speech frames An interval conceal ratio is calculated every 3 seconds Concealed Second metrics Show the number of seconds in which the DSP plays concealment frames due to lost frames A severely concealed second is a second in which the DSP plays more than five percent concealment frames Concealment ratio and...

Page 204: ...voice quality is poor Network impairment from packet loss or high jitter levels Average MOS LQK decreases may indicate widespread and uniform impairment Individual MOS LQK decreases may indicate bursty impairment Cross check the conceal ratio and conceal seconds for evidence of packet loss and jitter MOS LQK scores decrease significantly Check to see if the phone is using a different codec than ex...

Page 205: ...quality monitoring rather than not reporting an MOS score Reporting G 711 scale MOS scores for wideband calls through the use of CVTQ allows basic quality classifications to be indicated as good normal or bad abnormal Calls with high scores approximately 4 5 indicate high quality or a low packet loss and lower scores approximately 3 5 indicate low quality or a high packet loss Unlike MOS the conce...

Page 206: ...d powders can damage the components and cause failures When the phone is in sleep mode the screen is blank and the Select button is not lit When the phone is in this condition you can clean the screen as long as you know that the phone will remain asleep until after you finish cleaning Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager 10 0 SCCP and ...

Page 207: ...mmunications Manager Endpoints Locale Installer link For more information see the documentation for your particular Cisco Unified Communications Manager release The latest Locale Installer may not be immediately available continue to check the website for updates Note International Call Logging Support If your phone system is configured for international call logging calling party normalization th...

Page 208: ...iwan Japanese Japan Korean Korea Republic The default English United States KATE is presented to the user instead For example the phone screen will show text in Korean but the 2 key on the keypad will display a b c 2 A B C Cisco Unified IP Phone 8941 and 8945 Administration Guide for Cisco Unified Communications Manager 10 0 SCCP and SIP 194 Language Limitation ...

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