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Polycom 1725-16828-001, Deployment Manual

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4 - 1

4

Troubleshooting the Polycom VVX 
1500 C Phone

This chapter contains general troubleshooting information to help you solve 
any problems you might encounter when you use the Polycom VVX 1500 C 
phone in a Cisco Unified Communications Manager environment. The phone 
can provide feedback in the form of on-screen error messages, status 
indicators, and log files for troubleshooting issues. 
For detailed information on error messages, log files, testing the phone 
hardware and phone issues—along with likely causes and corrective actions— 
refer to the “Troubleshooting” chapter of the latest 

SIP Administrator’s Guide

.

This chapter presents phone issues, likely causes, and corrective actions for the 
Polycom VVX 1500 C phone in a Cisco Unified Communications Manager 
environment. Issues are grouped as follows:

•

Calling

•

Polycom VVX 1500 C Display

•

Upgrading the Polycom VVX 1500 C Phone

Review the latest 

Release Notes

 for the SIP application for known problems and 

possible workarounds. For the latest 

Release Notes

, go to 

http://www.polycom.com/support/voice/business_media_phones/vvx150
0c.html

 .

Summary of Contents for 1725-16828-001

Page 1: ...SIP 3 2 2 July 2010 1725 16828 001 Rev B1 Deployment Guide for the Polycom VVX C Business Media Phone for Cisco Unified Communications Manager SIP...

Page 2: ...es or the limitation of incidental or consequential damages for certain products supplied to consumers or the limitation of liability for personal injury so the above limitations and exclusions may be...

Page 3: ...ic and advanced features available on the phone SIP Administrator s Guide which describes how to configure customize manage and troubleshoot Polycom SoundPoint IP SoundStation IP and VVX phone systems...

Page 4: ...Deployment Guide for the Polycom VVX 1500 C iv...

Page 5: ...X 1500 C Phone 3 1 Changing the Network Configuration 3 2 Setting Up the Provisioning Server 3 4 Configuring Your System 3 6 Local Digit Map 3 6 Call Transfer 3 7 Call Log 3 7 Recording and Playback o...

Page 6: ...C Phone 4 2 A Configuration Files A 1 Master Configuration File A 2 Application Configuration File A 3 Dial Map dialmap A 3 Feature feature A 4 DNS Cache dns A 4 Per Phone Configuration File A 4 Regis...

Page 7: ...to manage the Polycom VVX 1500 C phone Refer to Configuring Cisco Unified Communications Manager on page 2 1 Setting up the Polycom VVX 1500 C phone and changing the configuration files to work with C...

Page 8: ...mute Mid call video audio negotiation Electronic hookswitch with supported headsets Enhanced feature keys and configurable soft keys Audio call recording and playback USB flash drive required Digital...

Page 9: ...ansport Protocol SRTP Last Call Return Barge In Busy Lamp Field Unsupported Cisco Features The following Cisco features are not supported on the Polycom VVX 1500 C Cisco XML Applications Cisco Phone d...

Page 10: ...Deployment Guide for the Polycom VVX 1500 C 1 4...

Page 11: ...low for a minimum of 384k video bandwidth Region settings should allow for an audio codec of G 722 for the best audio experience Each Polycom VVX 1500 C phone requires six Device License Units The Pol...

Page 12: ...C to Cisco Unified Communications Manager 1 Open a Cisco Unified Communications Manager web administration session You will prompted to enter your user name and password Part I Phone Security Setting...

Page 13: ...hird party SIP Device Advanced and click Next 5 In the Name text box enter a profile name appropriate for the system 6 Select the Enabled Digest Authentication check box 7 Click the Save button In the...

Page 14: ...User ID text box enter a user ID according to system and account policies If you cannot add a user here your system may be LDAP integrated in which case you can use an existing user ID essentially as...

Page 15: ...le or to access the web interface Refer to Deploying Phones From the Provisioning Server on page 3 10 and Upgrading the Phone s Software on page 3 14 12 In the Confirm Digest Credentials text box ente...

Page 16: ...f the phone 17 Optional In the Description text box enter a description 18 From the Device Pool list select the device pool appropriate for your Cisco Unified Communications Manager system phones 19 F...

Page 17: ...shown in this section is only an example 23 In the Digest User field select the user created in step 8 24 Click the Save button In the status bar near the top of the page Update Successful appears 25...

Page 18: ...ppropriate route partition 29 In the Alerting Name text box enter an appropriate alerting name 30 In the ASCII Alerting Name text box enter an appropriate ASCII alerting name 31 Set the Voice Mail Pro...

Page 19: ...In the Maximum Number of Calls text box enter an appropriate value for your system Currently the maximum supported value is 6 36 In the Busy Trigger text box enter an appropriate value for your syste...

Page 20: ...Deployment Guide for the Polycom VVX 1500 C 2 10...

Page 21: ...st and instructions on how to assemble the phone refer to the Polycom VVX 1500 Quick Start Guide which is in the phone package This chapter provides basic instructions for setting up the Polycom VVX 1...

Page 22: ...twork Configuration The Polycom VVX 1500 C phone requires several options to be set at boot time in order to automatically pull its configuration files from an FTP server Alternatively DHCP option 66...

Page 23: ...number of seconds from GMT For example 14 400 seconds would be 4 hours and converted to its long hexadecimal version it would be 00003840 Use a negative number to convert for time values west of GMT...

Page 24: ...g Server The protocol that will be used to transfer files from the provisioning server depends on several factors including the phone model and whether the bootROM or SIP application stage of provisio...

Page 25: ...older hierarchy The distribution zip file contains many files but only the following are required 2345 17960 001 sip ld phone1 cfg sip cfg 000000000000 cfg Refer to the SIP Release Notes for a detaile...

Page 26: ...o Troubleshooting the Polycom VVX 1500 C Phone on page 4 1 Local Digit Map The phone has a local digit map feature to automate the setup phase of number only calls When properly configured this featur...

Page 27: ...he call log is stored in volatile memory and is maintained automatically by the phone in three separate lists Missed Calls Received Calls and Placed Calls The call lists can be cleared manually by the...

Page 28: ...iled information on configuration file settings refer to Feature feature on page A 4 Digital Picture Frame A slide show of multiple personal images stored on a USB flash drive can be displayed on the...

Page 29: ...atures emulate traditional PBX or key system privacy for shared calls Incoming calls can be presented to multiple phones simultaneously Users at the different locations have the ability to interrupt r...

Page 30: ...ones pdf For more detailed information on specific parameters in configuration files refer to Configuration Files on page A 1 Deploy Polycom VVX 1500 C phones by 1 Creating a Per Phone Configuration F...

Page 31: ...er phone configuration file For example Creating an Application Configuration File To create an application configuration file 1 Create an application configuration file by using the sip cfg file from...

Page 32: ...the application configuration file For example Creating a Master Configuration File To create a master configuration file 1 Create a master configuration file by using the 000000000000 cfg file from...

Page 33: ...ill appear on the screen Waiting for network to initialize Downloading new application Checking new application Saving new application Checking new application Warning The order of the configuration f...

Page 34: ...re you downloaded this deployment guide Refer to Locating the Latest Software on page 3 14 Download the new SIP application to the phone Refer to Downloading New Software to the Phone on page 3 15 For...

Page 35: ...ile as you did in Setting Up the Provisioning Server on page 3 4 Verify that the configuration files you create in Deploying Phones From the Provisioning Server on page 3 10 will work with the new SIP...

Page 36: ...Deployment Guide for the Polycom VVX 1500 C 3 16...

Page 37: ...testing the phone hardware and phone issues along with likely causes and corrective actions refer to the Troubleshooting chapter of the latest SIP Administrator s Guide This chapter presents phone iss...

Page 38: ...no SNTP server configured Do one of the following Reconnect your phone to the network Disable the time and date display on the phone per the instructions below 1 Press the Menu key and then select Set...

Page 39: ...on the complete set of configuration parameters available to you in the configuration files refer to the Configuration Files appendix of the SIP Administrator s Guide Caution Configuration files shou...

Page 40: ...u can also make changes to the configuration files through the web interface to the phone Using your chosen browser enter the phone s IP address as the browser address For more information refer to Mo...

Page 41: ...a set of digits or timers or as an expression over which the gateway will attempt to find a shortest possible match Edit the digit map according to your Cisco Unified Communications Manager call rout...

Page 42: ...res that you want enabled For example DNS Cache dns Edit the dns parameter according to your network For example Per Phone Configuration File This section covers the parameters in the per phone exampl...

Page 43: ...ions Manager refer to Configuring Cisco Unified Communications Manager on page 2 1 auth userId is the end user created for device in Cisco Unified Communications Manager case sensitive auth password i...

Page 44: ...l feature For example User Preferences up By default the screen saver feature is disabled and the digital picture frame feature looks for images stored in the root folder on the USB flash drive Edit t...

Page 45: ...ser do the following a To get your phone s IP address press the Menu key and then selecting Status Platform Phone Scroll down to see the IP address Note Blind transfer call recording picture frame cor...

Page 46: ...e s IP address as the browser address A web page similar to the one shown below appears c To make changes to the phone s dial paln select SIP from the menu tab You will be prompted for the SIP usernam...

Page 47: ...low appears e Make the desired configuration changes For example under Digitmap set to a digit map appropriate to your dial plan For example under Digitmap Timeout set to an appropriate value For more...

Page 48: ...rom the menu tab A web page similar to the one shown below appears h If you make any changes scroll down to the bottom of the section i Select the Submit button Your phone will reboot j After the rebo...

Page 49: ...tions Manager on page 2 1 Auth Password Set to the digest credential created in step 11 of Changing Cisco Unified Communications Manager on page 2 1 Label Set to what will appear on the phone for the...

Page 50: ...Deployment Guide for the Polycom VVX 1500 C B 6...

Page 51: ...l picture frame 3 8 DNS cache dns A 4 downloading new configuration 3 13 downloading new software 3 14 F feature A 4 L local digit map 3 6 locating latest software 3 14 M master configuration file A 2...

Page 52: ...Deployment Guide for the Polycom VVX 1500 C Index 2 U upgrading phone software 3 14 USB device 3 7 user preferences A 6 V voice mail integration 3 9 W web interface modifying phone s configuration B 1...

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