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User Manual - Jive Communications, Inc.

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1. Video Capacity Indicates whether the phone can participate in video calls From Cisco Unified Communications Enabled when connected to an appropriately equipped PC Manager choose Device gt Phone gt Phone Configuration DSCP for Cisco _ Differentiated Services Code Point DSCP IP classification From Cisco Unified Communications CallManager to _ for call control signalling Manager choose System gt Enterprise Device Interface Parameters DSCP For Phone DSCP IP classification for any phone configuration transfer From Cisco Unified Communications Configuration Manager choose System gt Enterprise Parameters DSCP For DSCP IP classification for phone based services From Cisco Unified Communications Phone Based Manager choose System gt Enterprise Services Parameters Security Mode Displays the security mode that is set for the phone From Cisco Unified Communications Manager choose Device gt Phone gt Phone Configuration Web Access Indicates whether the phone s internal web server is enabled From Cisco Unified Communications Enabled Yes or disabled No When disabled you cannot access a Manager choose Device gt Phone gt Phone phone s web pages Configuration Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 EN Chapter4 Configuring Network Settings on the Cisco Unified IP Phone WE N
2. 4 Auto register the SIP phones Determining the MAC Address for a Cisco Unified IP Phone Several procedures described in this manual require you to determine the MAC address of a Cisco Unified IP Phone You can determine a phone s MAC address in these ways e From the phone press the Settings button and select Model Information and look at the MAC Address field e Look at the MAC label on the back of the phone e Display the web page for the phone and click the Device Information hyperlink For information about accessing the web page see the Accessing the Web Page for a Phone section on page 7 2 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 2 12 OL 15498 01 CHAPTER Setting Up the Cisco Unified IP Phone This chapter includes this following topics which help you install the Cisco Unified IP Phone on an IP telephony network e Before You Begin page 3 1 e Understanding the Cisco Unified IP Phone 7960G and 7940G Components page 3 2 e Installing the Cisco Unified IP Phone page 3 5 e Attaching the Cisco Unified IP Phone Expansion Module 7914 page 3 7 e Adjusting the Placement of the Cisco Unified IP Phone page 3 8 e Verifying the Phone Startup Process page 3 9 e Configuring Startup Network Settings page 3 10 e Configuring Security on the Cisco Unified IP Phone page 3 10 Note Before you install a Cisco Unified IP phone you mu
3. Chapter2 Preparing to Install the Cisco Unified IP Phone on Your Network Step 2 Step 3 Using Cisco Unified IP Phones with Different Protocols W e To provision the phone manually make the appropriate changes for SIP on the Phone Configuration page in Cisco Unified Communications Manager Administration Refer to Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SIP Refer to Cisco Unified Communications Manager Administration Guide for detailed information about Cisco Unified Communications Manager configuration Refer to Cisco Unified Communications Manager Bulk Administration Guide for detailed information about using the BAT If you are not using DHCP in your network configure the network parameters for the phone See the Configuring Startup Network Settings section on page 3 14 Power cycle the phone Converting an In Use Phone from SCCP to SIP You can use the Bulk Administration Tool BAT to convert a phone that is in use in your network from SCCP to SIP To access BAT from Cisco Unified Communications Manager Administration choose Bulk Administration gt Phones gt Migrate Phones gt SCCP to SIP For detailed information refer to Cisco Unified Communications Manager Bulk Administration Guide Converting an In Use Phone from SIP to SCCP Step 1 Step 2 Step 3 To convert a phone that is in use in your network from SIP to SCCP perform these steps For mor
4. Refer to Cisco Unified Communications Manager Bulk Administration Guide for details Managing the User Options Web Pages From the User Options web page users can customize and control several phone features and settings For detailed information about the User Options web pages refer to Cisco Unified IP Phone 7960G and 7940G Phone Guide Giving Users Access to the User Options Web Pages Before a user can access the User Options web pages you must use Cisco Unified Communications Manager Administration to add the user to a standard Cisco Unified Communications Manager end user group choose User Management gt User Groups For additional information refer to Cisco Unified Communications Manager Administration Guide End User Configuration section Specifying Options that Appear on the User Options Web Pages Most options that are on the User Options web pages appear by default However the following options must be set by the system administrator by using Enterprise Parameters Configuration settings in Cisco Unified Communications Manager Administration e Show Ring Settings e Show Line Text Label Settings e Show Call Forwarding amp Note The settings apply to all User Options web pages at your site Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 5 12 OL 15498 01 Chapter5 Configuring Features Templates Services and Users Managing
5. Tx size128to255 Total number of packets transmitted including bad packets that are between 128 and 255 bytes in size OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter7 Monitoring the Cisco Unified IP Phone Remotely W Device Logs Table 7 4 Port Statistics Area Items continued Item Description Tx size256to511 Total number of packets transmitted including bad packets that are between 256 and 511 bytes in size Tx size512to1023 Total number of packets transmitted including bad packets that are between 512 and 1023 bytes in size Tx size1024to1518 Total number of packets received including bad packets that are between 1024 and 1518 bytes in size cos 0 Drop Total number of packets with Class of Service 0 dropped because of threshold checking cos Drop Total number of packets with Class of Service 1 dropped because of threshold checking cos 2 Drop Total number of packets with Class of Service 2 dropped because of threshold checking cos 3 Drop Total number of packets with Class of Service 3 dropped because of threshold checking cos 4 Drop Total number of packets with Class of Service 4 dropped because of threshold checking cos 5 Drop Total number of packets with Class of Service 5 dropped because of threshold checking cos 6 Drop Total number of packets wit
6. Chapter5 Configuring Features Templates Services and Users E Telephony Features Available for the Cisco Unified IP Phone Telephony Features Available for the Cisco Unified IP Phone After you add Cisco Unified IP Phones to Cisco Unified Communications Manager you can add functionality to the phones Table 5 1 includes a list of supported telephony features many of which you can configure using Cisco Unified Communications Manager Administration The Reference column lists Cisco Unified Communications Manager and other documentation that contains configuration procedures and related information For information about using most of these features on the phone refer to Cisco Unified IP Phone 7960G and 7940G Phone Guide For a comprehensive listing of features on the phone refer to Cisco Unified IP Phone Features A Z Note Cisco Unified Communications Manager Administration also provides several service parameters that you can use to configure various telephony functions For more information about service parameters and the functions that they control refer to Cisco Unified Communications Manager Administration Guide Table 5 1 Telephony Features for the Cisco Unified IP Phone Feature Description Configuration Reference Abbreviated dialing Allows users to speed dial a phone number by For more information refer to entering an assigned index code 1 99 on the phone e Cisco Unified Communications Manager keypad
7. Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter2 Preparing to Install the Cisco Unified IP Phone on Your Network W Adding Phones to the Cisco Unified Communications Manager Database Adding Phones with Auto Registration By enabling auto registration before you begin installing phones you can e Automatically add a Cisco Unified IP Phone to the Cisco Unified Communications Manager database when you physically connect the phone to your IP telephony network During auto registration Cisco Unified Communications Manager assigns the next available sequential directory number to the phone e Add phones without first gathering MAC addresses from the phones e Quickly enter phones into the Cisco Unified Communications Manager database and modify any settings such as the directory numbers from Cisco Unified Communications Manager e Move auto registered phones to new locations and assign them to different device pools without affecting their directory numbers Note You should use auto registration to add less than 100 phones to your network To add more than 100 phones to your network use the Bulk Administration Tool BAT See the Adding Phones with BAT section on page 2 10 In some cases you might not want to use auto registration for example if you want to assign a specific directory number to the phone or if you plan to implem
8. Description Network Configuration Menu W To Change URL Services URL of the server from which the phone obtains Cisco Unified IP Phone services From Cisco Unified Communications Manager choose System gt Enterprise Parameters DHCP Enabled Indicates whether DHCP is being used by the phone 1 Scroll to the DHCP Enabled option and press the No softkey to disable DHCP or press the Yes softkey to enable DHCP 2 Press the Save softkey DHCP Address Released Releases the IP address assigned by DHCP 1 Scroll to the DHCP Address Released option and press the Yes softkey to release the IP address assigned by DHCP or press the No softkey if you do not want to release this IP address 2 Press the Save softkey Alternate TFTP Indicates whether the phone is using an alternative TFTP server If you set this option to Yes you must enter a value for TFTP Server 1 1 Scroll to the Alternate TFTP option and press the Yes softkey if the phone should use an alternative TFTP server Press the No softkey otherwise 2 Press the Save softkey Erase Changes these settings to their default values Network 1 Scroll to the Erase Configuration option Configuration Configuration menu settings including password Device and press the Yes softkey Configuration menu settings volume settings and contrast 2 Press the Save softkey settings URL Idle URL that the phone displays when the phone has no
9. Chapter 2 Preparing to Install the Cisco Describes how the IP Phone interacts with other key IP telephony components Unified IP Phone on Your Network and provides an overview of the tasks required prior to installation Chapter 3 Setting Up the Cisco Describes how to properly and safely install and configure the Unified IP Phone Cisco Unified IP Phone on your network Chapter 4 Configuring Network Settings Describes how to configure network settings verify status and make global on the Cisco Unified IP Phone changes to the Cisco Unified IP Phone I OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Preface Chapter Description Chapter 5 Configuring Features Templates Services and Users Provides an overview of procedures for configuring telephony features configuring directories configuring phone button and softkey templates setting up services and adding users to Cisco Unified Communications Manager Chapter 6 Viewing Model Information Status Statistics and Security Information on the Cisco Unified IP Phone Explains how to view model information status messages network statistics and firmware information from the Cisco Unified IP Phone Chapter 7 Monitoring the Cisco Unified IP Phone Remotely Explains how to obtain status information about the phone using the phone s
10. LSC fails on the phone CAPF configuration error Device authentication error CTL file does not have a Cisco Unified Communications Manager certificate or has an incorrect certificate Phone cannot authenticate CTL file The security token that signed the updated CTL file does not exist in the CTL file on the phone Phone cannot authenticate any of the configuration files other than the CTL file Bad TFTP record Phone reports TFTP authorization failure e The TFTP address for the phone does not exist in the CTL file e If you created a new CTL file with a new TFTP record the existing CTL file on the phone may not contain a record for the new TFTP server Phone does not register with Cisco Unified Communications Manager The CTL file does not contain the correct information for the Cisco Unified Communications Manager server Phone does not interact with the correct CAPF server to obtain the locally significant certificate e The CAPF utility runs on a different workstation server than is specified in the CTL file e The CAPF certificate has changed since the last update of the CTL file Phone does not request signed configuration files e The CTL file does not contain any TFTP server entry e The CTL file does not contain any TFTP entries with certificates OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0
11. Option Description To Change MAC Address Unique Media Access Control MAC address of the phone Display only cannot configure Host Name Unique host name that the DHCP server assigned to the Display only cannot configure phone Domain Name Name of the Domain Name System DNS domain in which the phone resides You can overwrite this value if the Alternate Domain option is set to Yes 1 Set the DHCP Enabled option to No 2 Scroll to the Domain Name option press the Edit softkey and then enter a new domain name 3 Press the Validat softkey and then press the Save softkey IP Address Internet Protocol IP address of the phone If you assign an IP address with this option you must also assign a subnet mask and default router See the Subnet Mask and Default Router options in this table 1 Set the DHCP Enabled option to No 2 Scroll to the IP Address option press the Edit softkey and then enter a new IP Address 3 Press the Validat softkey and then press the Save softkey Subnet Mask Subnet mask used by the phone 1 Set the DHCP Enabled option to No 2 Scroll to the Subnet Mask option press the Edit softkey and then enter a new subnet mask 3 Press the Validat softkey and then press the Save softkey TFTP Server 1 Primary Trivial File Transfer Protocol TFTP server used by the phone By default this server is CiscoCM 1 If you are not using DHCP in your network a
12. Row Status Whether the phone is streaming Host Name Host name of the phone Sender Packets Total number of packets sent by the phone Sender Octets Total number of octets sent by the phone Sender Tool Type of audio encoding used for the stream Sender Reports Number of times this streaming statistics report has been accessed from the web page resets when the phone resets Sender Report Time Internal time stamp indicating when this streaming statistics report was generated Sender Start Time Time that the stream started Revr Lost Packets Total number of packets lost Revr Jitter Maximum jitter of stream Receiver Tool Type of audio encoding used for the stream Revr Reports Number of times this streaming statistics report has been accessed from the web page resets when the phone resets Revr Report Time Internal time stamp indicating when this streaming statistics report was generated Revr Packets Total number of packets received by the phone Revr Octets Total number of octets received by the phone Revr Start Time Internal time stamp indicating when Cisco Unified Communications Manager requested that the phone start receiving packets Voice Quality Metrics MOS LQK Score that is an objective estimate of the mean opinion score MOS for listening quality LQK that rates from 5 excellent to 1 bad This score is based on audible
13. SCCP OL 15498 01 _ Chapter 1 An Overview of the Cisco Unified IP Phone Understanding Security Features for Cisco Unified IP Phones Mil Related Topics e Identifying Encrypted and Authenticated Phone Calls page 1 11 e Security Restrictions page 1 11 Identifying Encrypted and Authenticated Phone Calls amp When security is implemented for a phone you can identify authenticated or encrypted phone calls by icons on the screen on the phone In an authenticated call all devices participating in the establishment of the call are authenticated by the Cisco Unified Communications Manager When a call in progress is authenticated the call progress icon to the right of the call duration timer in the phone LCD screen changes to the following icon In an encrypted call all devices participating in the establishment of the call are authenticated by the Cisco Unified Communications Manager In addition call signaling and media streams are encrypted An encrypted call offers the highest level of security providing integrity and privacy to the call When a call in progress is being encrypted the call progress icon to the right of the call duration timer in the phone LCD screen changes to the following icon Note If the call is routed through non IP call legs for example PSTN the call may be nonsecure even though it is encrypted within the IP network and has a lock icon associated with it Related Topic e Understand
14. a Phone section on page 7 2 and then click the Ethernet hyperlink Table 7 3 describes the items in the Ethernet Statistics area Table 7 3 Ethernet Area Items Item Description Tx Excessive Collisions Indicates whether packets are being lost because of network congestion Tx Frames Total number of packets transmitted by the phone Tx Broadcasts Total number of broadcast packets transmitted by the phone Tx Multicasts Total number of multicast packets transmitted by the phone OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter7 Monitoring the Cisco Unified IP Phone Remotely HE Network Statistics Table 7 3 Ethernet Area Items continued Item Description Tx Collisions Total number of collisions that occurred while a packet was being transmitted Tx Deferred Abort Total number of transmit packets aborted by the phone Rx Overruns Rx Long CRC Rx Frames Rx CRC Errors Total number of received packets dropped because of buffer overruns Total number of received packets dropped because of excessive length Total number of packets received by the phone Total number of received packets dropped because of invalid CRC information Rx Bad Preamble Total number of received packets dropped because of bad Ethernet preamble information Rx Runt Rx Multicasts Total number of received packets d
15. database They are called unassigned DNs and can be used for other devices If unassigned DNs are not used by other devices delete them from the Cisco Unified Communications Manager database You can use the Route Plan Report to view and delete unassigned reference numbers Refer to Cisco Unified Communications Manager Administration Guide for more information e Changing the buttons on a phone button template or assigning a different phone button template to a phone may result in directory numbers that are no longer accessible from the phone The directory numbers are still assigned to the phone in the Cisco Unified Communications Manager database but there is no button on the phone with which calls can be answered These directory numbers should be removed from the phone and deleted if necessary Symptom Cisco Unified IP Phone Unable to Obtain IP Address If a phone is unable to obtain an IP address when it starts up the phone may be not be on the same network or VLAN as the DHCP server or the switch port to which the phone is connected may be disabled Make sure that the network or VLAN to which the phone is connected has access to the DHCP server and make sure that the switch port is enabled Cisco Unified IP Phone Resets Unexpectedly If users report that their phones are resetting during calls or while idle on their desk you should investigate the cause If the network connection and Cisco Unified Communications Manager
16. e Cisco Unified Communications Manager System Guide Voice Mail Connectivity to Cisco Unified Communications Manager chapter Multilevel Provides a method of prioritizing calls within your For more information refer to Cisco Unified Precedence and phone system Use this feature when users workin Communications Manager Features and Services Preemption an environment where they need to make and receive Guide Multilevel Precedence and Preemption MLPP urgent or critical calls chapter Music on hold Plays music while callers are on hold For more information refer to Cisco Unified Communications Manager Features and Services Guide Music On Hold chapter Onhook call transfer Allows a user to press a single Transfer softkey and then go onhook to complete a call transfer For more information refer to Cisco Unified Communications Manager System Guide Cisco Unified IP Phones chapter Other group pickup Allows a user to answer a call ringing on a phone in another group that is associated with the user s group For more information refer to Cisco Unified Communications Manager System Guide Call Pickup chapter Presence enabled directories Allows a user to monitor the call state of another directory number DN listed in call logs speed dials and corporate directories The Busy Lamp Field BLF for the DN displays the call state For more information refer to Cisco Un
17. web page Chapter 8 Troubleshooting and Maintenance Provides tips for troubleshooting the Cisco Unified IP Phone and the Cisco Unified IP Phone Expansion Module 7914 Appendix A Providing Information to Users Via a Website Provides suggestions for setting up a website for providing users with important information about their Cisco Unified IP Phones Appendix B Feature Support by Protocol for Cisco Unified IP Phone 7960G and 7940G Provides information about feature support for the Cisco Unified IP Phone 7960G and 7940G using the SCCP or SIP protocol with Cisco Unified Communications Manager Release 7 0 Appendix C Supporting International Users Provides information about setting up phones in non English environments Appendix D Technical Specifications Provides technical specifications of the Cisco Unified IP Phone Appendix E Basic Phone Administration Steps Provides procedures for basic administration tasks such as adding a user and phone to Cisco Unified Communications Manager and then associating the user to the phone Related Documentation For more information about Cisco Unified IP Phones or Cisco Unified Communications Manager refer to the following publications Cisco Unified IP Phone 7960G 7940G Series These publications are available at the following URL http www cisco com en US products hw phones ps379 tsd_products_support_series_home ht
18. 3 5 interference mobile phone 1 1 Internet Protocol IP 1 4 IP address troubleshooting 8 4 E Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 IP Address option 4 5 J join 5 6 B 2 K keypad 1 3 L language overlays C 1 LDAP directories using with Cisco Unified IP Phone 5 9 light strip 1 2 line button 1 3 Locale Installer C 1 localization Installing the Cisco Unified Communications Manager Locale Installer C 1 phone button overlays for C 1 locally significant certificate LSC 6 12 lock icon 1 11 loopback condition 8 12 MAC address 2 12 MAC Address option 4 5 malicious caller identification MCID 5 6 malicious call ID B 2 manufacturing installed certificate MIC 1 9 6 12 media encryption 1 10 meet me conference 5 6 B 2 messages button 1 3 Messages URL option 4 6 message waiting 5 6 message waiting indicator B 2 MIC 1 9 Index W MLPP B 2 mobile phone interference 1 1 Model Information screen 6 1 multilevel precedence and preemption B 2 multilevel precedence and preemption MLPP 5 6 multiple calls per line B 2 music on hold B 2 music on hold 5 6 mute B 2 mute button 1 3 native VLAN 2 3 navigation button 1 3 network configuration resetting 4 7 8 13 Network Configuration menu about 4 1 Admin VLAN Id option 4 6 Alternate TFTP option 4 7 Authentication URL option 4 7 BOOTP Serve
19. 7940G Table B 1 Cisco Unified IP Phone 7960G and 7940G Feature Support by Protocol continued Cisco Unified IP Phones 7960G 7940G Features SCCP SIP For More Information Calling Features Speed Dialing Supported Supported Advanced Call Handling Speed Dialing Transfer Supported Supported Basic Call Handling Transferring Calls Video Support Supported Not supported Understanding Additional Configuration Options Voice Messaging System Supported Supported Accessing Voice Messages section of the Phone Guide Settings Call Statistics Supported Supported Troubleshooting Your Phone Viewing Phone Administrative Data Voice Quality Metrics Supported Not supported Troubleshooting Your Phone Viewing Phone Administrative Data Services SDK Compliance Supported Supported Cisco Unified IP Phone Service Application Development Notes for Release 4 1 3 or later Directories Call Logs Supported Supported Using Call Logs and Directories Directory Dialing Corporate Directories Supported Supported Using Call Logs and Directories Directory Dialing Personal Directory Supported Supported Using Call Logs and Directories Directory Enhancements Dialing Supplemental Features and Applications Cisco Unified Supported Supported Cisco Unified Communications Manager Assistant Communications Manager User Guide Assistant Cisco Unified
20. 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP I OL 15498 01 AppendixE Technical Specifications HZ Network and Access Port Pinouts Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP E 4 OL 15498 01 Basic Phone Administration Steps This appendix provides minimum basic configuration steps for you to do the following e Add a new user to Cisco Unified Communications Manager Administration e Configure a new phone for that user e Associate that user to that phone e Complete other basic end user configuration tasks The procedures provide one method for performing these tasks and are not the only way to perform these tasks They are a streamlined approach to get a new user and corresponding phone running on the system These procedures are designed to be used on a mature Cisco Unified Communications Manager system where calling search spaces partitions and other complicated configuration have already been done and are in place for existing users This section contains these topics e Example User Information for these Procedures page F 1 e Adding a User to Cisco Unified Communications Manager page F 2 e Configuring the Phone page F 3 e Performing Final End User Configuration Steps page F 8 Example User Information for these Procedures In the procedures that follow example are given when possible to illustrate some of the st
21. 8 1 startup process accessing TFTP server 2 6 configuring VLAN 2 6 contacting Cisco Unified Communications Manager 2 7 loading stored phone image 2 6 obtaining IP address 2 6 obtaining power 2 6 requesting configuration file 2 7 requesting CTL file 2 6 understanding 2 6 verifying 3 9 statistics call 6 10 network 6 7 7 7 stack 7 10 streaming 7 11 statistics network 6 7 Status menu 6 1 6 2 status messages 6 3 Status Messages screen 6 2 6 3 Status Messages web page 7 3 7 10 7 11 Stream 0 web page 7 3 Stream 1 web page 7 3 7 11 Stream 2 web page 7 3 streaming statistics 7 11 Subnet Mask option 4 5 Survivable Remote Site Telephony See SRST switch Cisco Catalyst 2 3 internal Ethernet 2 3 loopback condition 8 12 SW Port Configuration option 4 8 T TAPS Tool for Auto Registered Phones Support 2 9 TCP 1 5 technical specifications for Cisco Unified IP Phone E 1 telephony features abbreviated dialing 5 2 auto answer 5 2 auto pickup 5 2 barge 1 11 5 3 block external to external transfer 5 3 Busy Lamp Field BLF Pickup B 1 Busy Lamp Field BLF speed dial 5 3 call display restrictions 5 3 caller ID 5 4 call forward 5 3 call park 5 3 call pickup 5 4 call waiting 5 4 Cisco Call Back 5 4 conference 5 4 configurable call forward display 5 4 direct transfer 5 4 do not disturb 5 5 extension mobility 5 5 group call pickup 5 5 hold 5 5 immediate divert 5 6 join 5 6 malicious caller ide
22. Administration Guide Cisco Unified IP Users assign index codes from the User Options web Phone Configuration chapter Pages e Cisco Unified Communications Manager System Guide Cisco Unified IP Phone chapter Auto Answer Connects incoming calls automatically after a ring or two For more information refer to Cisco Unified Communications Manager Administration Guide Auto Answer works with either the speakerphone or Directory Number Configuration chapter headset Auto pickup Allows a user to use one touch pickup functionality for call pickup group call pickup and other group call pickup For more information refer to Cisco Unified Communications Manager Features and Services Guide Call Pickup Configuration chapter E Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Chapter 5 Configuring Features Templates Services and Users Table 5 1 Feature Description Telephony Features Available for the Cisco Unified IP Phone Telephony Features for the Cisco Unified IP Phone continued Configuration Reference Barge and cBarge Allows a user to join a non private call on a shared phone line Barge features include cBarge and Barge e cBarge adds a user to a call and converts it into a conference allowing the user and other parties to access conference features e Barge adds
23. Cisco Unified Communications Manager Administration Guide and to Cisco Unified Communications Manager Bulk Administration Guide Related Topics e Adding Phones with Auto Registration page 2 8 e Adding Phones with Auto Registration and TAPS page 2 9 e Adding Phones with Cisco Unified Communications Manager Administration page 2 9 Using Cisco Unified IP Phones with Different Protocols The Cisco Unified IP Phone can operate with SCCP Skinny Client Control Protocol or SIP Session Initiation Protocol You can convert a phone that is using one protocol for use with the other protocol This section includes these topics e Converting a New Phone from SCCP to SIP page 2 10 e Converting an In Use Phone from SCCP to SIP page 2 11 e Converting an In Use Phone from SIP to SCCP page 2 11 e Deploying a Phone in an SCCP and SIP Environment page 2 11 Converting a New Phone from SCCP to SIP A new unused phone is set for SCCP by default To convert this phone to SIP perform these steps Procedure Step 1 Take one of these actions e To auto register the phone set the Auto Registration Phone Protocol parameter in Cisco Unified Communications Manager Administration to SIP e To provision the phone using the Bulk Administration Tool BAT choose the appropriate phone model and choose SIP from the BAT Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 2 10 OL 15498 01
24. Communications Manager 7 0 SCCP 8 12 OL 15498 01 Chapter8 Troubleshooting and Maintenance Resetting or Restoring the Cisco Unified IP Phone Mil Resetting or Restoring the Cisco Unified IP Phone There are two general methods for resetting or restoring the Cisco Unified IP Phone e Performing a Basic Reset page 8 13 e Performing a Factory Reset page 8 14 Performing a Basic Reset Performing a basic reset of a Cisco Unified IP Phone provides a way to recover if the phone experiences an error and provides a way to reset or restore various configuration and security settings There are several ways to perform a basic reset as described in Table 8 4 You can reset a phone with any of these operations after the phone has started up Choose the operation that is appropriate for your situation Note You can use the Erase Configuration option in the Network Configuration menu to change these settings to their default values Network Configuration menu settings including password Device Configuration menu settings volume settings and contrast settings To use this feature choose Settings gt Network Configuration scroll to the Erase Configuration option press the Yes softkey then press the Save softkey Table 8 4 Basic Reset Methods Operation Performing Explanation Restore configuration From the Settings screen press Resets any user and network configuration changes that changes and restart y
25. DHCP server configuration Programming Error The phone failed during programming Attempt to resolve this error by power cycling the phone If the problem persists contact Cisco technical support for additional assistance XmlDefault cnf xml Name of the configuration file None This is an informational message indicating or cnf xml the name of the configuration file for the phone corresponding to the phone device name TFTP access error TFTP server is pointing to a directory that does e If you are using DHCP verify that the DHCP not exist server is pointing to the correct TFTP server e If you are using static IP addresses check configuration of TFTP server See the Network Configuration Menu section on page 4 4 for details on assigning a TFTP server TFTP file not found The requested load file bin was not found in From Cisco Unified Operating System Administration the TFTPPath directory make sure that the phone load file is listed in TFTP File Management Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 6 6 OL 15498 01 Chapter6 Viewing Model Information Status Statistics and Security Information on the Cisco Unified IP Phone Status Menu W Table 6 1 Status Messages on the Cisco Unified IP Phones 7960G and 7940G continued Message Description Possible Explanation and Action TFTP server not The specified TFTP s
26. Menu Options continued Option Description To Change SW Port Speed and duplex of the switch port 1 Scroll to the SW Port Configuration Configuration If the phone is connected to a switch you must configure optin and then press tie Eid ie softkey port on the switch to the same speed duplex as the phone or 2 Enter one of these values configure both to auto negotiate A Auto Negotiate If you change the setting of this option you must change the 10H 10 BaseT half duplex PC Port Configuration option to the same setting 10F 10 BaseT full duplex 100H 100 BaseT half duplex 100F 100 BaseT full duplex 3 Press press the Save softkey PC Port Speed and duplex of the PC port Valid values 1 Scroll to the PC Port Configuration Configuration option and then press the Edit softkey If the phone is connected to a switch you must configure port on the switch to the same speed duplex as the phone or 2 Enter one of these values configure both to auto negotiate A Auto Negotiate If you change the setting of this option you must change the 10H 10 BaseT half duplex SW Port Configuration option to the same setting 10F 10 BaseT full duplex 100H 100 BaseT half duplex 100F 100 BaseT full duplex 3 Press press the Save softkey TFTP Server 2 Optional backup TFTP server that the phone uses if the 1 Set the Alternate TFTP option to Yes primary TFTP server is unavailable 2 Scroll to the T
27. Phone Guide for Cisco Unified Communications Manager 7 0 This guide is available at this URL http www cisco com en US products hw phones ps379 tsd_products_support_series_home html The specific sections that describe the features in the phone guide are referenced in Table B 1 Cisco Unified IP Phone 7960G and 7940G Feature Support by Protocol Cisco Unified IP Phones 7960G 7940G Features SccP SIP For More Information Calling Features Abbreviated Dialing Supported Not supported Basic Call Handling Placing a Call Additional Options Auto Answer Supported Supported Using a Handset Headset and Speakerphone Using Auto Answer Barge and cBarge Supported Not supported Advanced Call Handling Using a Shared Line Busy Lamp Field BLF Supported Supported Advanced Call Handling Using BLF to speed dial Determine a Line State Call Back Supported Not supported Basic Call Handling Placing a Call Additional Options Call Display Restrictions Supported Supported Basic Call Handling Forwarding Calls to Another Number Call Forward All Supported Supported Basic Call Handling Forwarding Calls to Another Number Call Forward Busy Supported Supported Basic Call Handling Forwarding Calls to Another Number I OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Appen
28. Rings Mi Creating Custom Phone Rings You can customize the phone ring types available at your site by using a set of phone ring sounds that are provided by Cisco Unified Communications Manager or by creating your own pulse code modulation PCM files and editing the Ringlist xml file Refer to Cisco Unified Communications Manager Features and Services Guide for more information Configuring Corporate and Personal Directories The Directories button on the Cisco Unified IP Phones 7960G 7940G gives users access to several directories These directories can include e Corporate Directory Allows a user to look up phone numbers for co workers To support this feature you must configure corporate directories See the Configuring Corporate Directories section on page 5 9 for more information e Personal Directory Allows a user to store a set of personal numbers To support this feature you must provide the user with software to configure the personal directory See the Configuring Personal Directory section on page 5 9 for more information Configuring Corporate Directories Cisco Unified Communications Manager uses a Lightweight Directory Access Protocol LDAP directory to store authentication and authorization information about users of Cisco Unified Communications Manager applications that interface with Cisco Unified Communications Manager Authentication establishes the users rights to access the system Authorizatio
29. Supported Supported Cisco Unified Communications Manager Features Communications Manager and Services Guide AutoAttendant Cisco Unified Supported Supported Cisco Unified Communications Manager Attendant Communications Manager Attendant Console Console User Guide I OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Appendix B Feature Support by Protocol for Cisco Unified IP Phone 7960G and 7940G Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP B 4 OL 15498 01 FET APPENDIX Supporting International Users Translated and localized versions of the Cisco Unified IP Phones are available in several languages If you are supporting Cisco Unified IP Phones in a non English environment refer to the following sections to ensure that the phones are set up properly for your users e Adding Language Overlays to Phone Buttons page C 1 e Installing the Cisco Unified Communications Manager Locale Installer page C 1 Adding Language Overlays to Phone Buttons amp To support the needs of international users the button labels on the Cisco Unified IP Phones exhibit icons rather than text to indicate the purposes of the buttons You can purchase language specific text overlays to add to a phone To order these language specific overlays go to this website http www overlaypro
30. TAPS to add less than 100 phones to your network To add more than 100 phones to your network use the Bulk Administration Tool BAT See the Adding Phones with BAT section on page 2 10 To implement TAPS you or the end user dial a TAPS directory number and follow voice prompts When the process is complete the phone will have downloaded its directory number and other settings and the phone will be updated in Cisco Unified Communications Manager Administration with the correct MAC address Auto registration must be enabled in Cisco Unified Communications Manager Administration System gt Cisco Unified CM for TAPS to function Note Cisco Unified Communications Manager automatically disables auto registration if you configure the cluster wide security mode for authentication and encryption through the Cisco CTL client Refer to Cisco Unified Communications Manager Bulk Administration Guide for detailed instructions about BAT and about TAPS Related Topics e Adding Phones with Auto Registration page 2 8 e Adding Phones with Cisco Unified Communications Manager Administration page 2 9 e Adding Phones with BAT page 2 10 Adding Phones with Cisco Unified Communications Manager Administration You can add phones individually to the Cisco Unified Communications Manager database using Cisco Unified Communications Manager Administration To do so you first need to obtain the MAC address for each phone For information
31. Unified IP Phone This chapter describes how to access and use the following menus and screens on the Cisco Unified IP Phone e Model Information screen Displays hardware and software information about the phone e Status menu Provides access to screens that display the status messages network statistics and firmware versions e Call Statistics screen Displays counters and statistics for the current call e Security Configuration menu Displays information about security on the phone and provides access to the CTL File menu and to the Trust List menu You can use the information on these screens to monitor the operation of a phone and to assist with troubleshooting In addition from the CTL File menu you can unlock and remove the CTL file from the phone You can also obtain much of this information and obtain other related information remotely through a phone s web page For more information see Chapter 7 Monitoring the Cisco Unified IP Phone Remotely For more information about troubleshooting see Chapter 8 Troubleshooting and Maintenance This chapter includes these topics e Model Information Screen page 6 2 e Status Menu page 6 2 e Call Statistics Screen page 6 10 e Security Configuration Menu page 6 12 OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter6 Viewing Model Information Status Statistics and S
32. a user to a call but does not convert the call into a conference The phones support Barge in two conference modes e Built in conference bridge at the target device the phone that is being barged This mode uses the Barge softkey e Shared conference bridge This mode uses the cBarge softkey For more information refer to e Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phone chapter e Cisco Unified Communications Manager System Guide Cisco Unified IP Phones chapter e Cisco Unified Communications Manager Features and Services Guide Barge and Privacy chapter Block external to external transfer Prevents users from transferring an external call to another external number For more information refer to Cisco Unified Communications Manager Features and Services Guide External Call Transfer Restrictions chapter Busy Lamp Field BLF speed dial Allows a user to monitor the call state of a directory number associated with a speed dial button call log or directory listing on the phone For more information refer to Cisco Unified Communications Manager Features and Services Guide Presence chapter Call display restrictions Determines the information that will display for calling or connected lines depending on the parties who are involved in the call For more information refer to e Cisco Unified Communications Manager Admin
33. about determining a MAC address see the Determining the MAC Address for a Cisco Unified IP Phone section on page 2 12 After you have collected MAC addresses in Cisco Unified Communications Manager Administration choose Device gt Phone and click Add New to begin For complete instructions and conceptual information about Cisco Unified Communications Manager refer to Cisco Unified Communications Manager Administration Guide and to Cisco Unified Communications Manager System Guide OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter2 Preparing to Install the Cisco Unified IP Phone on Your Network W Using Cisco Unified IP Phones with Different Protocols Related Topics e Adding Phones with Auto Registration page 2 8 e Adding Phones with Auto Registration and TAPS page 2 9 e Adding Phones with BAT page 2 10 Adding Phones with BAT The Cisco Bulk Administration Tool BAT is a plug in application for Cisco Unified Communications Manager that enables you to perform batch operations including registration on multiple phones Before you can add phones using BAT only not in conjunction with TAPS you must obtain the MAC address for each phone For information about determining a MAC address see the Determining the MAC Address for a Cisco Unified IP Phone section on page 2 12 For detailed instructions about using BAT refer to
34. address of the phone Host Name Host name that the DHCP server assigned to the phone Phone DN Directory number assigned to the phone App Load ID Identifier of the firmware running on the phone OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter7 Monitoring the Cisco Unified IP Phone Remotely HZ Network Configuration Table 7 1 Item Device Information Area Items continued Description Boot Load ID Identifier of the factory installed load running on the phone Version Version of the phone hardware Expansion Module 1 Phone load ID for the first Cisco Unified IP Phone Expansion Module 7914 if connected to the phone Expansion Module 2 Phone load ID for the second Cisco Unified IP Phone Expansion Module 7914 if connected to the phone Hardware Revision Version of the phone hardware Serial Number Serial number of the phone Model Number Model number of the phone Codec Codec used by the phone Amps Indicates whether 3 volt or 5 volt amplifier is being used by the phone C3PO Revision Revision of the Cisco 3 port switch in the phone Message Waiting Indicates if there is a voice message waiting on any line for this phone Network Configuration The Network Configuration area on a phone s web page displays network configuration information and information about other phone
35. 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 On the Cisco Unified IP Phone press the Settings button choose Network Configuration and look at the following options e 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 it does not check your IP routing and VLAN configuration Refer to Troubleshooting Switch Port Problems available at this URL http www cisco com warp customer 473 53 shtml e IP Address Subnet Mask Default Router If you have assigned a static IP address to the phone you must manually enter settings for these options See the Network Configuration Menu section on page 4 4 for instructions If you are using DHCP check the IP addresses distributed by your DHCP server Refer to Understanding and Troubleshooting DHCP in Catalyst Switch or Enterprise Networks available at this URL http www cisco com warp customer 473 100 html 4 1 Verifying DNS Settings If you are using DNS to refer to the TFTP server or to Cisco Unified Communications Manager you must ensure that you have specified a DNS server Verify this setting by pressing the Settings button on the phone choosing Network Configuration and scrollin
36. are contained in the profile choose System gt Security Profile gt Phone Security Profile amp Note The security profile chosen should be based on the overall security strategy of the company For SIP Phones only Also in the Protocol Specific Information pane of this window choose the applicable SIP Profile from the drop down list In the Extension Information pane of this window check the Enable Extension Mobility box if this phone supports Cisco Extension Mobility In the Product Specific Configuration Layout pane of this window enable the Video Capabilities field if this field appears on your window Click Save Configure line settings b On the Phone Configuration window click Line 1 on the left pane of the window The Directory Number Configuration window appears In the Directory Number field enter a valid number that can be dialed amp Note This field should contain the same number that appears in the Telephone Number field on the User Configuration window Example 26640 is the directory number of user John Doe in the example above From the Route Partition drop down list choose the partition to which the directory number belongs If you do not want to restrict access to the directory number choose lt None gt for the partition From the Calling Search Space drop down list Directory Number Settings pane of the Directory Number Configuration window choose the appropriate calling
37. connection are stable a Cisco Unified IP Phone should not reset on its own Typically a phone resets if it has problems connecting to the Ethernet network or to Cisco Unified Communications Manager These sections can help you identify the cause of a phone resetting in your network e Verifying Physical Connection page 8 6 e Identifying Intermittent Network Outages page 8 7 e Verifying DHCP Settings page 8 7 e Checking Static IP Address Settings page 8 7 e Verifying Voice VLAN Configuration page 8 7 e Verifying that the Phones Have Not Been Intentionally Reset page 8 8 e Eliminating DNS or Other Connectivity Errors page 8 8 Verifying Physical Connection Verify that the Ethernet connection to which the Cisco Unified IP Phone is connected is up For example check if the particular port or switch to which the phone is connected is down Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 8 6 OL 15498 01 Chapter8 Troubleshooting and Maintenance Cisco Unified IP Phone Resets Unexpectedly W Identifying Intermittent Network Outages Intermittent network outages affect data and voice traffic differently Your network might have been experiencing intermittent outages without detection If so data traffic can resend lost packets and verify that packets are received and transmitted However voice traffic cannot recapture lost packets Rather than retransmitting
38. displays a certificate icon if a certificate is installed for this server see Figure 6 1 CAPF IP address of the CAPF server used by the phone Also displays a certificate icon if a certificate is installed for this server Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 _ Chapter 6 Viewing Model Information Status Statistics and Security Information on the Cisco Unified IP Phone Step 1 Step 2 Step 3 Step 4 Step 5 Security Configuration Menu W e Communications Manager IP address of the Cisco Unified Communications Manager server used by the phone Also displays a certificate icon if a certificate is installed for this server see Figure 6 1 e TFTP Server IP address of a TFTP server used by the phone Also displays a certificate icon if a certificate is installed for this server see Figure 6 1 Figure 6 1 Certificate Icon If the primary TFTP server TFTP Server 1 or the backup TFTP server TFTP Server 2 is not listed in the CTL file you must unlock the CTL file before you can save changes that you make to the TFTP Server 1 option on the Network Configuration menu For information about changing this option see the Network Configuration Menu section on page 4 4 To unlock the CTL file and change the TFTP Server option or remove the CTL file follow these steps Procedure Press to unlock options on the Secu
39. e Disabling PC port e Disabling Gratuitous ARP GARP e Disabling PC Voice VLAN access e Disabling access to the Setting menus or providing restricted access that allows access to the User Preferences menu and saving volume changes only e Disabling access to web pages for a phone Note You can view current settings for the PC Port Disabled GARP Enabled and Voice VLAN enabled options by looking at the phone s Network Configuration menu For more information see the Displaying the Network Configuration Menu section on page 4 1 Related Topics e Understanding Security Profiles page 1 10 e Identifying Encrypted and Authenticated Phone Calls page 1 11 e Security Restrictions page 1 11 e CAPF Interaction when the Phone Resets page 1 12 Understanding Security Profiles All Cisco Unified IP Phones that support Cisco Unified Communications Manager 7 0 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 refer to Cisco Unified Communications Manager Security Guide Release 7 0 To view the security mode that is set for the phone look at the Security Mode setting in the Security Configuration menu For more information see the Network Configuration Menu section on page 4 4 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0
40. indicator for 1 2 RTP 1 4 S SCCP description 1 5 SDK compliance B 3 secure SRST reference 1 9 security CAPF Certificate Authority Proxy Function 3 10 configuring on phone 3 10 Index W device authentication 1 9 file authentication 1 9 image authentication 1 9 Locally Significant Certificate LSC 3 10 manufacturing installed certificate MIC 1 9 media encryption 1 10 secure SRST reference 1 9 security profiles 1 10 signaling authentication 1 9 signaling encryption 1 10 troubleshooting 8 9 Security Configuration menu about 6 12 CAPF option 6 12 CTL File option 6 12 LSC option 6 12 MIC option 6 12 Security Mode option 6 12 Trust List option 6 12 Web Access option 6 12 security profiles 1 10 select B 2 services configuring for users 5 11 description 5 7 subscribing to 5 11 services button 1 3 Services URL button 5 7 Services URL option 4 7 settings button 1 3 Settings menu access 3 11 4 1 shared line 5 7 B 2 shield icon 1 11 signaling authentication 1 9 signaling encryption 1 10 SIP 1 4 softkey buttons 1 3 softkey templates configuring 5 11 speaker button I OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP W index description 1 3 disabling 3 3 speed dial button 1 3 speed dialing 5 2 5 7 B 3 SRST description 4 11 designation 6 14 7 5 secure reference 1 9 Stack Statistics web page 7 2 7 10 startup problems
41. it offers enhanced IP telephony features including access to network information and services and customizeable features and services The phone also supports security features that include file authentication device authentication signaling encryption and media encryption This manual describes the Cisco Unified IP Phone 7960G and the Cisco Unified IP Phone 7940G A Cisco Unified IP Phone like other network devices must be configured and managed These phones encode G 711la G 711lu G 729a G 729ab and decode G 711la G 711lu G 729 G 729a G 729b and G 729ab These phones also support uncompressed wideband 16 bits 16 kHz audio This chapter includes the following topics e Understanding the Cisco Unified IP Phones 7960G and 7940G page 1 1 e What Networking Protocols Are Used page 1 4 e What Features are Supported on the Cisco Unified IP Phones 7960G and 7940G page 1 5 e Understanding Security Features for Cisco Unified IP Phones page 1 7 e Overview of Configuring and Installing Cisco Unified IP Phones page 1 12 Caution Using a mobile or GSM phone or two way radio in close proximity to a Cisco Unified IP Phone might cause interference For more information refer to the manufacturer s documentation of the interfering device Understanding the Cisco Unified IP Phones 7960G and 7940G Figure 1 1 shows the main components of the Cisco Unified IP Phone 7960G and Figure 1 2 shows the main components of the Cisco Unifi
42. of the networking protocols that the Cisco Unified IP Phones 7960G and 7940G support Table 1 1 Networking Protocol Purpose Supported Networking Protocols on the Cisco Unified IP Phone Usage Notes Bootstrap Protocol BootP BootP enables a network device such as the Cisco Unified IP Phone to discover certain startup information such as its IP address If you are using BootP to assign IP addresses to the Cisco Unified IP Phone the BOOTP Server option shows Yes in the network configuration settings on the phone Cisco Discovery Protocol CDP CDP is a device discovery protocol that runs on all Cisco manufactured equipment Using CDP a device can advertise its existence to other devices and receive information about other devices in the network The Cisco Unified IP Phone uses CDP to communicate information such as auxiliary VLAN ID per port power management details and Quality of Service QoS configuration information with the Cisco Catalyst switch Dynamic Host Configuration Protocol DHCP DHCP dynamically allocates and assigns an IP address to network devices DHCP enables you to connect an IP phone into the network and have it become operational without you needing to manually assign an IP address or configure additional required network parameters DHCP is enabled by default If disabled you must manually configure the IP address subnet mask gateway and a TFTP server on each
43. pages Make sure to provide end users with the following information about the User Options web pages The URL required to access the application This URL is http server_name portnumber ccmuset where server_name is the host on which the web server is installed A user ID and default password are needed to access the application These settings correspond to the values you entered when you added the user to Cisco Unified Communications Manager see the Adding Users to Cisco Unified Communications Manager section on page 5 17 A brief description of what a web based graphical user interface application is and how to access it with a web browser An overview of the tasks that users can accomplish by using the web page How Users Access a Voice Messaging System Cisco Unified Communications Manager lets you integrate with many different voice messaging systems including the Cisco Unity voice messaging system Because you can integrate with a variety of systems you must provide users with information about how to use your specific system You should provide this information to each user How to access the voice messaging system account Make sure that you have used Cisco Unified Communications Manager to configure the Messages button on the Cisco Unified IP Phone Initial password for accessing the voice messaging system Make sure that you have configured a default voice messaging system password for all users How
44. phone locally Cisco recommends that you use DHCP custom option 150 With this method you configure the TFTP server IP address as the option value For additional supported DHCP configurations refer Cisco Unified Communications Manager System Guide Hypertext Transfer Protocol HTTP HTTP is the standard way of transferring information and moving documents across the Internet and the web Cisco Unified IP Phones use HTTP for the XML services and for troubleshooting purposes Internet Protocol IP IP is a messaging protocol that addresses and sends packets across the network 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 manually assign these properties to each phone locally Real Time Transport RTP RTP is a standard protocol for transporting real time data such as interactive voice and video over data networks Cisco Unified IP Phones use the RTP protocol to send and receive real time voice traffic from other phones and gateways Session Initiation Protocol SIP SIP is an emerging standard for setting up telephone calls multimedia conferencing and other types of communications on the Internet Cisco Unified IP Phones use SCCP f
45. remotely view the call statistics information by using a web browser to access the Streaming Statistics web page For more information about remote monitoring see Chapter 7 Monitoring the Cisco Unified IP Phone Remotely A single call can have multiple voice streams but data is captured for only the last voice stream A voice stream is a packet stream between two endpoints If one endpoint is put on hold the voice stream stops even though the call is still connected When the call resumes a new voice packet stream begins and the new call data overwrites the former call data To display the Call Statistics screen for information about the last voice stream follow these steps Procedure Press the Settings button Select Status Select Call Statistics To exit the Call Statistics Screen screen press the Exit softkey The Call Statistics Screen displays the items shown in 6 4 Table 6 4 Call Statistics Items Item Description RxType Type of voice stream received RTP streaming audio G 729 G 711 u law G 711 A law or Lin16k RxSize Size of voice packets in milliseconds in the receiving voice stream RTP streaming audio RxCnt Number of RTP voice packets received since voice stream was opened Note This number is not necessarily identical to the number of RTP voice packets received since the call began because the call might have been placed on hold TxSize Size of voice packets in millisecon
46. search space A calling search space comprises a collection of partitions that are searched for numbers that are called from this directory number The value that you choose applies to all devices that are using this directory number E Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 _ Appendix F Basic Phone Administration Steps Configuring the Phone W In the Call Pickup and Call Forward Settings pane of the Directory Number Configuration window choose the items i e Forward All Forward Busy Internal and corresponding destinations to which calls should be sent Example If you want incoming internal and external calls that receive a busy signal to be forwarded to the voice mail for this line check the Voice Mail box next to the Forward Busy Internal and Forward Busy External items in the left column of the Call Pickup and Call Forward Settings pane In the Line 1 on Device pane of the Directory Number Configuration window configure the following Display Internal Caller ID field You can enter the first name and last name of the user of this device so that this name will be displayed for all internal calls You can also leave this field blank to have the system display the phone extension External Phone Number Mask Indicate phone number or mask that is used to send Caller ID information when a call is placed from thi
47. settings a Disable DHCP See the Network Configuration Menu section on page 4 4 for instructions b Assign static IP values to the phone See the Network Configuration Menu section on page 4 4 for instructions Use the same default router setting used for other functioning Cisco Unified IP Phones c Assign a TFTP server See the Network Configuration Menu section on page 4 4 for instructions Use the same TFTP server used for other functioning Cisco Unified IP Phones 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 From Cisco Unified Communications Manager choose System gt Server and verify that the server is referred to by its IP address and not by its DNS name From Cisco Unified Communications Manager choose Device gt Phone and verify that you have assigned the correct MAC address to this Cisco Unified IP Phone For information about determining a MAC address see the Determining the MAC Address for a Cisco Unified IP Phone section on page 2 12 Power cycle the phone e Ifthe phone receives power from an external power source unplug the Ethernet cable from the Network port on the phone then unplug the power supply from the DC adaptor port on the phone Next reconnect the power supply and then reconnect the Ethernet cable Caution Always unplug the upstream Ethe
48. sticker on the phone Make sure that the value comprises 12 hexadecimal characters Example 00127F576611 MAC address on john doe s phone Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 N Appendix F Basic Phone Administration Steps WE Configuring the Phone Description This is an optional field in which you can enter a useful description such as john doe s phone This will help you if you need to search on information about this user Device Pool Choose the device pool to which you want this phone assigned The device pool defines sets of common characteristics for devices such as region date time group softkey template and MLPP information amp Note Device Pools are defined on the Device Pool Configuration window of Cisco Unified Communications Server Administration System gt Device Pool Phone Button Template Choose the appropriate phone button template from the drop down list The phone button template determines the configuration of buttons on a phone and identifies which feature line speed dial and so on is used for each button S Note Phone button templates are defined on the Phone Button Template Configuration window of Cisco Unified Communications Manager Administration Device gt Device Settings gt Phone Button Template You can use the search field s in conjunction with the Find button to find a
49. templates 5 10 softkey templates 5 11 startup network settings 3 10 user features 5 12 connecting handset 3 5 headset 3 5 to AC adapter 3 5 toacomputer 3 5 to the network 3 5 connecting IP phones to other IP phones daisy chaining 8 10 corporate directories B 3 CTL file deleting 8 13 MDS hash 6 2 option on CTL File menu 6 12 requesting 2 6 unlocking 6 13 CTL File menu about 6 12 CAPF option 6 12 Communications Manager TFTP option 6 12 Communications Manager option 6 13 CTL File option 6 12 displaying 6 12 TFTP Server option 6 13 6 14 Index W D data VLAN 2 3 Debug Display web page 7 2 7 10 Default Router 1 5 option 4 6 Default softkey 8 13 device authentication 1 9 Device Information web page 7 2 7 3 DHCP description 1 4 troubleshooting 8 7 DHCP Address Released option 4 7 DHCP Enabled option 4 7 DHCP Server option 4 4 directories button 1 3 Directories URL option 4 6 directory corporate B 3 personal B 3 directory numbers assigning manually 2 9 direct transfer 5 4 DNS server troubleshooting 8 8 verifying settings 8 4 DNS Server 1 5 option 4 6 documentation additional 1 xiv documentation for users A 2 Domain Name option 4 5 do not disturb 5 5 B 2 Dynamic Host Configuration Protocol See DHCP editing configuration values 4 3 encrypted call 1 11 encryption media 1 10 I OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Com
50. the User Options Web Pages W To specify the options that appear on the User Options web pages follow these steps Procedure Step 1 From Cisco Unified Communications Manager Administration choose System gt Enterprise Parameters The Enterprise Parameters Configuration window displays Step2 In the CCMUser Parameters area specify whether a parameter appears on the User Options web pages by choosing one of these values from the Parameter Value drop down list box for the parameter e True Option displays on the User Options web pages default except for Show Ring Settings Show Line Text Label and Show Call Forwarding e False Option does not display on the User Options web pages e Show All Settings aAlII call forward settings display on the User Options web pages default e Hide All Settings No call forward settings display on the User Options web pages e Show Only Call Forward All Only call forward all calls displays on the User Options web pages Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 SEE Chapter5 Configuring Features Templates Services and Users HZ Managing the User Options Web Pages Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 5 14 OL 15498 01 CHAPTER Viewing Model Information Status Statistics and Security Information on the Cisco
51. to the top of the window and click Update A message displays asking you to reset the phone for the changes to take effect Click OK Click Reset Phone for the changes to take effect Note Refer users to their Cisco Unified CM User Options web pages so that they can configure speed dial buttons and program buttons to access phone services on the Cisco Unified IP Phone 7914 Expansion Module See the How Users Subscribe to Services and Configure Phone Features section on page A 2 for more details OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter3 Setting Up the Cisco Unified IP Phone HZ Adjusting the Placement of the Cisco Unified IP Phone Related Topic e Configuring Softkey Templates page 5 11 Adjusting the Placement of the Cisco Unified IP Phone The Cisco Unified IP Phone includes an adjustable footstand When placing the phone on a desktop surface you can adjust the tilt height to several different angles in 7 5 degree increments from flat to 60 degrees You can also mount these phones to the wall using the footstand or using the optional locking wall mount kit Adjusting Cisco Unified IP Phone Footstand and Phone Height You can adjust the footstand adjustment plate on the Cisco Unified IP Phone to the height that provides optimum viewing of the phone screen See Figure 3 2 for more information Procedure Step 1 Push in th
52. to transfer files over the network On the Cisco Unified IP Phone TFTP enables you to obtain a configuration file specific to the phone type TFTP requires a TFTP server in your network which can be automatically identified from the DHCP server If you want a phone to use a TFTP server other than the one specified by the DHCP server you must manually assign the IP address of the TFTP server using the Network Configuration menu on the phone User Datagram Protocol UDP UDP is a connectionless messaging protocol for delivery of data packets Cisco Unified IP Phones transmit and receive RTP streams which utilize UDP Related Topics Understanding Interactions with Other Cisco Unified IP Communications Products page 2 2 Understanding the Phone Startup Process page 2 6 Network Configuration Menu page 4 4 What Features are Supported on the Cisco Unified IP Phones 7960G and 7940G The Cisco Unified IP Phones 7960G and 7940G function much like digital business phones allowing you to place and receive telephone calls In addition to traditional telephony features the Cisco Unified IP Phone includes features that enable you to administer and monitor the phone as a network device This section covers the following topics Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Feature Overview page 1 6 Configuring Telephony Features page 1 6 Configu
53. ANEL is compatible with the Cisco Unified IP Phones e To ensure uninterruptible operation of the phone make sure that the switch has a backup power supply e Make sure that the CatOS or IOS version running on your switch supports your intended phone deployment Refer to the documentation for your switch for operating system version information Power Outage Your accessibility to emergency service through the phone is dependent on the phone being powered If there is an interruption in the power supply Service and Emergency Calling Service dialing will not function until power is restored In the case of a power failure or disruption you may need to reset or reconfigure equipment before using the Service or Emergency Calling Service dialing Obtaining Additional Information about Power For related information about power refer to the documents shown in Table 2 2 These documents provide information about the following topics e Cisco switches that work with the Cisco Unified IP Phone 7960G and 7940G e The Cisco IOS releases that support bidirectional power negotiation e Other requirements and restrictions regarding power Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 2 4 OL 15498 01 Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network Understanding Phone Configuration Files Mi Understanding Phone Config
54. Chapter7 Monitoring the Cisco Unified IP Phone Remotely HZ Network Configuration Table 7 2 Network Configuration Area Items continued Item Description Idle URL URL that the phone displays when the phone has not been used for the time specified by Idle URL Time Idle URL Time Amount of time in seconds that elapses before the URL shown in Idle URL appears Authentication URL URL that the phone uses to validate requests made to the phone web server Proxy Server URL URL used to proxy HTTP requests for access to non local host addresses from the phone HTTP client PC Port Disabled Indicates whether the PC port on the phone is enabled or disabled SW Port Configuration Speed and duplex of the switch port where e A Auto Negotiate e 10H 10 BaseT half duplex e 10F 10 BaseT full duplex e 100H 100 BaseT half duplex e 100F 100 BaseT full duplex e No Link No connection to the switch port PC Port Configuration Speed and duplex of the switch port where e A Auto Negotiate e 10H 10 BaseT half duplex e 10F 10 BaseT full duplex e 100H 100 BaseT half duplex e 100F 100 BaseT full duplex e No Link No connection to the PC port TFTP Server 2 Backup TFTP server that the phone uses if the primary TFTP server is unavailable User Locale User locale associated with the phone user Identifies a set of detailed information to support users including lan
55. Cisco Unified Communications Manager Database e The phone is registering for the first time If auto registration is not enabled and the phone has not been added to the Cisco Unified Communications Manager Database the phone registration request will be rejected In this case the phone will reset and attempt to register repeatedly If the phone has registered before the phone will access the configuration file named SEPmac_address cnf xml where mac_address is the MAC address of the phone OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter2 Preparing to Install the Cisco Unified IP Phone on Your Network HI Understanding the Phone Startup Process Understanding the Phone Startup Process When connecting to the VoIP network the Cisco Unified IP Phone 7960G and 7940G go through a standard startup process that is described in Table 2 3 Depending on your specific network configuration not all of these steps may occur on your Cisco Unified IP Phone Table 2 3 Cisco Unified IP Phone 7960G and 7940G Startup Process Task Description Related Topics 1 Obtain power from the switch e Adding Phones to the Cisco If a phone is not using external power the switch provides in line power through the Ethernet cable attached to the phone Unified Communications Manager Database page 2 7 e Resolving Startup Problems page 8 1 Load the stored pho
56. Cisco Unified IP Phone section on page 5 2 and refer to the Cisco Unified Communications Manager documentation for additional information For more information about the Cisco Unified Communications Manager Administration application refer to Cisco Unified Communications Manager documentation including Cisco Unified Communications Manager Administration Guide You can also use the context sensitive help available within the application for guidance You can access the complete Cisco Unified Communications Manager documentation suite at this location http www cisco com en US products sw voicesw ps556 prod_maintenance_guides_list html Related Topic e Telephony Features Available for the Cisco Unified IP Phone page 5 2 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 1 6 OL 15498 01 _ Chapter 1 An Overview of the Cisco Unified IP Phone Understanding Security Features for Cisco Unified IP Phones W Configuring Network Parameters Using the Cisco Unified IP Phone You can configure parameters such as DHCP TFTP and IP settings on the phone itself You can also obtain statistics about a current call or firmware versions on the phone For more information about configuring features and viewing statistics from the phone see Chapter 4 Configuring Network Settings on the Cisco Unified IP Phone and see Chapter 6 Viewing Model Information Status Statis
57. Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 m Chapter8 Troubleshooting and Maintenance HZ Cleaning the Cisco Unified IP Phone Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 8 18 OL 15498 01 FE APPENDIX A Providing Information to Users Via a Website If you are a system administrator you are likely the primary source of information for Cisco Unified IP Phone users in your network or company It is important to provide current and thorough information to end users Cisco recommends that you create a web page on your internal support site that provides end users with important information about their Cisco Unified IP Phones Consider including the following types of information on this site e How Users Obtain Support for the Cisco Unified IP Phone page A 1 e Giving Users Access to the User Options Web Pages page A 1 e How Users Get Copies of Cisco Unified IP Phone Manuals page A 2 e Accessing Cisco 7900 Series Unified IP Phone eLearning Tutorials page A 2 e How Users Subscribe to Services and Configure Phone Features page A 2 e How Users Access a Voice Messaging System page A 3 e How Users Configure Personal Directory Entries page A 3 How Users Obtain Support for the Cisco Unified IP Phone To successfully use some of the features on the Cisco Unified IP Phone includin
58. Cisco website Cisco recommends that you provide links to the current documentation If you do not want to or cannot send users to the Cisco website Cisco suggests that you download the PDF files and provide them to end users on your website For a list of available documentation for Cisco Unified IP Phones go to this URL http www cisco com en US products hw phones ps379 tsd_products_support_series_home html For a list of available documentation for Cisco Unified Communications Manager go to this URL http www cisco com en US products sw voicesw ps556 tsd_products_support_series_home html For more information about viewing or ordering documentation see the Obtaining Documentation Obtaining Support and Security Guidelines section on page xiii Accessing Cisco 7900 Series Unified IP Phone eLearning Tutorials Cisco 7900 Series Unified IP Phone eLearning tutorials use audio and animation to demonstrate basic calling features for SCCP phones The eLearning tutorials are currently available for the Cisco Unified IP Phone 7970 Series 7970G 7971G GE and the Cisco Unified IP Phone models 7961G G GE 7941G G GE 7960G 7940G 7912G and 7905G End users can access runtime versions of the eLearning tutorials English only from Cisco com by looking for tutorials under relevant phone models at this site http cisco com en US products hw phones ps379 products_user_guide_list html Administrators can download customizable versions of the
59. Communications Manager TFPT IP address of a trusted Cisco Unified Communications Manager and TFTP server used by the phone Also displays a certificate icon if a certificate is installed for this server see Figure 6 1 CAPF IP address of the trusted CAPF server used by the phone Also displays a certificate icon if a certificate is installed for this server see Figure 6 1 Communications Manager IP address of the trusted Cisco Unified Communications Manager server used by the phone Also displays a certificate icon if a certificate is installed for this server see Figure 6 1 SRST IP address of the trusted SRST router that is available to the phone if such a devices has been configured in Cisco Unified Communications Manager Administration Also displays a certificate icon if a certificate is installed for this device see Figure 6 1 TFTP Server IP address of a TFTP server used by the phone Also displays a certificate icon if a certificate is installed for this server see Figure 6 1 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Ps Se CHAPTER Monitoring the Cisco Unified IP Phone Remotely Each Cisco Unified IP Phone has a web page from which you can view a variety of information about the phone including e Device information e Network configuration information e Network statistics e Device logs e Streaming st
60. FTP Server 2 option press the Edit softkey and then enter a new backup TFTP server IP address 3 Press the Validate softkey and then press the Save softkey User Locale User locale associated with the phone user The user locale identifies a set of detailed information to support users including language font date and time formatting and alphanumeric keyboard text information From Cisco Unified Communications Manager choose Device gt Phone gt Phone Configuration Network Locale Network locale associated with the phone user The network locale identifies a set of detailed information that supports the phone in a specific location including definitions of the tones and cadences used by the phone From Cisco Unified Communications Manager choose Device gt Phone gt Phone Configuration User Locale Version Version of the user locale loaded on the phone Display only cannot configure Network Locale Version Version of the network locale loaded on the phone Display only cannot configure Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 _ Chapter 4 Configuring Network Settings on the Cisco Unified IP Phone Network Configuration Menu W Table 4 2 Network Configuration Menu Options continued Option Description To Change GARP Enabled Indicates whether the phone learns MAC addresse
61. ID Identifier of the factory installed load running on the phone e Version Version of the firmware running on the phone e DSP lIdentifies the digital signal processor DSP software version used e Expansion Module 1 Expansion Module 2 Identifies the load running on the Expansion Module or Expansion Modules if connected to the phone Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 _ Chapter 6 Viewing Model Information Status Statistics and Security Information on the Cisco Unified IP Phone Step 1 Step 2 Step 3 Status Menu W To display the Firmware Version screen follow these steps Procedure Press the Settings button Select Status Select Firmware Versions To exit the Firmware Version screen press the Exit softkey Expansion Module Stats Screen Step 1 Step 2 Step 3 The Expansion Module Stats screen displays information about each Cisco Unified IP Phone Expansion Module 7914 that is connected to the phone Table 6 3 explains the information that is displayed on this screen for each connected expansion module You can use this information to troubleshoot the expansion module if necessary In the Expansion Module Stats screen a statistic preceded by A is for the first expansion module A statistic preceded by B is for the second expansion module To display the Expansion Module Stats screen follow thes
62. IP subnet basis However additional IP addresses might not be available to assign the phone to the same subnet as other devices connected to the same port e Data traffic present on the VLAN supporting phones might reduce the quality of Voice over IP traffic e Network security may indicate a need to isolate the VLAN voice traffic from the VLAN data traffic You can resolve these issues by isolating the voice traffic onto a separate VLAN The switch port that the phone is connected to would be configured to have separate VLANs for carrying e Voice traffic to and from the IP phone auxiliary VLAN on the Cisco Catalyst 6000 series for example e Data traffic to and from the PC connected to the switch through the access port of the IP phone native VLAN Isolating the phones on a separate auxiliary VLAN increases the quality of the voice traffic and allows a large number of phones to be added to an existing network where there are not enough IP addresses for each phone For more information refer to the documentation included with a Cisco switch You can also access related documentation at this URL http www cisco com univercd cc td doc product lan index htm Related Topics e Understanding the Phone Startup Process page 2 6 e Network and Access Ports page 3 3 e Network Configuration Menu page 4 4 Providing Power to the Cisco Unified IP Phone amp The Cisco Unified IP Phone 7960G and 7940G can be powered with external p
63. If the equipment causes interference to radio or television reception try to correct the interference by using one or more of the following measures Turn the television or radio antenna until the interference stops e Move the equipment to one side or the other of the television or radio e Move the equipment farther away from the television or radio e Plug the equipment into an outlet that is on a different circuit from the television or radio That is make certain the equipment and the television or radio are on circuits controlled by different circuit breakers or fuses Modifications to this product not authorized by Cisco Systems Inc could void the FCC approval and negate your authority to operate the product The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California Berkeley UCB as part of UCB s public domain version of the UNIX operating system All rights reserved Copyright 1981 Regents of the University of California NOTWITHSTANDING ANY OTHER WARRANTY HEREIN ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS CISCO AND THE ABOVE NAMED SUPPLIERS DISCLAIM ALL WARRANTIES EXPRESSED OR IMPLIED INCLUDING WITHOUT LIMITATION THOSE OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING USAGE OR TRADE PRACTICE IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR AN
64. If you have periods of limited phone usage you can clean the contacts by quickly pressing and releasing the hook switch a dozen times Checking the position of the phone The footstand of the phone allows adjustment of the phone to eliminate glare on the LCD screen When the phone is in the most vertical position the phone may be forced forward and the handset may not sit properly in the cradle creating a false off hook condition Cisco recommends that you position the phone one notch from the most vertical position to ensure that the handset is firmly resting on the hook switch Checking the LAN cable Make sure that the LAN cable connected to the phone is positioned properly The LAN cable should pass out of the side of the phone between the base and the footstand If you are using a cable such as Cat 5E or Cat 6 with a larger diameter than the cable that was packaged with your phone the cable may cause the phone to tilt forward and force it off hook Use a smaller LAN cable to eliminate this problem Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 m Chapter8 Troubleshooting and Maintenance HI General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module 7914 Table 8 2 Cisco Unified IP Phone Troubleshooting continued Summary Explanation Loopback condition A loopback condition can occur when the following conditions are me
65. Overview of Configuring and Installing Cisco Unified IP Phones Table 1 4 Checklist for Configuring the Cisco Unified IP Phones 7960G and 7940G in Cisco Unified Communications Manager continued Task Purpose For More Information 5 Customize softkey templates Refer to Cisco Unified Communications Manager Adds deletes or changes order of softkey features that sepia peas Softkey Template o display on the user s phone to meet feature usage needs ue aon chapler See the Configuring Softkey Templates section on page 5 11 6 Configure speed dial buttons and assign speed dial Refer to Cisco Unified Communications Manager numbers optional Administration Guide Cisco Unified IP Phone Adds speed dial buttons and numbers Configuration chapter Configuring Speed Dial Buttons section Users can change speed dial settings on their phones by using the Cisco Unified CM User Options 7 Configure Cisco Unified IP Phone services and assign Refer to Cisco Unified Communications Manager services optional Administration Guide Cisco Unified IP Phone Provides IP Phone services Services Configuration chapter Users can add or change services on their phones by using seethe TAEUN LP SETIER geeuon Du page a Li the User Options 8 Assign services to phone buttons optional Refer to Cisco Unified Communications Manager F Administration Guide Cisco Unified IP Phone Provides single button access to a
66. P Phone 7960G and 7940G includes these components on the phone or as accessories for the phone e Network and Access Ports page 3 3 e Handset page 3 3 e Speakerphone page 3 3 e Headset page 3 3 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 3 2 OL 15498 01 Chapter3 Setting Up the Cisco Unified IP Phone Understanding the Cisco Unified IP Phone 7960G and 7940G Components W Network and Access Ports Handset The back of the Cisco Unified IP Phones 7960G and 7940G have two RJ 45 ports labelled 10 100 SW and 10 100 PC Each port supports 10 100 Mbps half or full duplex connections to external devices You can use either Category 3 or 5 cabling for 10 Mbps connections but you must use Category 5 for 100 Mbps connections On both the network port and access port use full duplex mode to avoid collisions Use the 10 100 SW port to connect the phone to the network You must use a straight through cable on these ports The phone can also obtain inline power from the Cisco Catalyst switch over these connections See the Providing Power to the Cisco Unified IP Phone section on page 2 3 for details Use the 10 100 PC port to connect a network device such as a computer to the phone You must use a straight through cable on this port The handset is designed especially for use with a Cisco Unified IP Phone It includes a light strip that indicates incoming call
67. Phone Services These services comprise XML applications that enable the display of interactive content with text and graphics on the phone Examples of services include local movie times stock quotes and weather reports You can create customized applications for your site Before a user can access any service e You as the system administrator must use Cisco Unified Communications Manager Administration to configure available services e The user must subscribe most to services using the Cisco Unified Communications Manager User Options application This web based application provides a graphical user interface GUI for limited end user configuration of IP Phone applications Before you set up services gather the URLs for the sites you want to set up and verify that users can access those sites from your corporate IP telephony network To set up these services choose Device gt Device Settings gt Phone Services from Cisco Unified Communications Manager Administration Refer to Cisco Unified Communications Manager Administration Guide and Cisco Unified Communications Manager System Guide for more information After you configure these services verify that your users have access to the Cisco Unified Communications Manager IP Phone Options web based application from which they can select and subscribe to configured services See the How Users Subscribe to Services and Configure Phone Features section on page A 2 for a summary of t
68. Restricted Prevents access to all options in the Settings menu except Contrast and Ring Type Allows volume changes to be saved If you cannot access an option on the Settings menu check the Settings Access field For more information see Cisco Unified Communications Manager Administration Guide OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter4 Configuring Network Settings on the Cisco Unified IP Phone W Unlocking and Locking Options Step 1 Step 2 Procedure Press the Settings button to access the Settings menu Scroll to Network Configuration and press the Select softkey To exit the Network Configuration menu press the Exit softkey Related Topics e Unlocking and Locking Options page 4 2 e Editing Values page 4 3 e Overview of Network Configuration Options page 4 3 e Network Configuration Menu page 4 4 Unlocking and Locking Options A Configuration options that can be changed from a phone are locked by default to prevent users from making changes that could affect the operation of a phone You must unlock these options before you can change them When options are inaccessible for modification a locked padlock icon appears on the configuration menus When options are unlocked and accessible for modification an unlocked padlock icon appears on these menus To unlock or lock options press This action either l
69. SCCP Chapter8 Troubleshooting and Maintenance WE General Troubleshooting Tips General Troubleshooting Tips Table 8 2 provides general troubleshooting information for the Cisco Unified IP Phone Table 8 2 Summary Cisco Unified IP Phone Troubleshooting Explanation Connecting a Cisco Unified IP Phone to another Cisco Unified IP Phone 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 Poor quality when calling digital mobile phones using the G 729 protocol In Cisco Unified Communications Manager you can configure the network to use the G 729 protocol the default is G 711 When using G 729 calls between an IP phone and a digital mobile phone will have poor voice quality Use G 729 only when absolutely necessary Prolonged broadcast storms cause IP phones to re register Prolonged broadcast storms lasting several minutes on the voice VLAN cause the IP phones to re register with another Cisco Unified Communications Manager server Moving a network connection from the phone to a workstation If you are powering your phone through the network connection you must be careful if you decide to unplug the phone s network connection and plug the cable into a desktop computer A Caution The computer s netw
70. SCCP OL 15498 01 Chapter 5 Configuring Features Templates Services and Users Configuring Softkey Templates W Configuring Softkey Templates Using Cisco Unified Communications Manager Administration you can manage softkeys associated with applications that are supported by the Cisco Unified IP Phones 7940G and 7960G Cisco Unified Communications Manager supports two types of softkey templates standard and nonstandard Standard softkey templates include Standard User Standard Feature Standard IPMA Assistant Standard IPMA Manager and Standard IPMA Shared Mode Manager An application that supports softkeys can have one or more standard softkey templates associated with it You can modify a standard softkey template by making a copy of it giving it a new name and making updates to that copied softkey template You can also modify a nonstandard softkey template To configure softkey templates select Device gt Device Settings gt Softkey Template from Cisco Unified Communications Manager Administration To assign a softkey template to a phone use the Softkey Template field in the Cisco Unified Communications Manager Administration Phone Configuration window Refer to Cisco Unified Communications Manager Administration Guide Cisco Unified Communications Manager System Guide for more information Setting Up Services The Services button on the Cisco Unified IP Phones 7960G and 7940G gives users access to Cisco Unified IP
71. Scroll to the appropriate Default Router option press the Edit softkey and then enter a new router IP address 3 Press the Validate softkey 4 Repeat Steps 3 and 4 as needed to assign backup routers 5 Press the Save softkey DNS Server 1 DNS Server 2 DNS Server 3 DNS Server 4 DNS Server 5 Primary Domain Name System DNS server DNS Server 1 and optional backup DNS servers DNS Server 2 5 used by the phone 1 Scroll to the appropriate DNS Server option press the Edit softkey and then enter a new DNS server IP address 2 Press the Validate softkey 3 Repeat Steps 3 and 4 as needed to assign backup DNS servers 4 Press the Save softkey Operational VLAN Id Auxiliary Virtual Local Area Network VLAN configured on a Cisco Catalyst switch in which the phone is a member If the phone has not received an auxiliary VLAN this option indicates the Administrative VLAN If neither the auxiliary VLAN nor the Administrative VLAN are configured this option is blank The phone obtains its Operational VLAN Id via Cisco Discovery Protocol CDP from the switch to which the phone is attached To assign a VLAN ID manually use the Admin VLAN Id option Admin VLAN Id Auxiliary VLAN in which the phone is a member Used only if the phone does not receive an auxiliary VLAN from the switch ignored otherwise 1 Scroll to the Admin VLAN Id option press the Edit softkey and then enter a new A
72. Select Supported Not supported Basic Call Handling Making Conference Calls Malicious Call ID Supported Supported Advanced Call Handling Tracing Suspicious Calls Meet Me Conference Supported Supported Basic Call Handling Making Conference Calls Message Waiting Indicator Supported Not supported Accessing Voice Messages Multilevel Precedence and Supported Not supported Advanced Call Handling Prioritizing Critical Preemption MLPP SIP Calls Multiple Calls per Line 200 50 An Overview of Your Phone Understanding Appearance Lines vs Calls Music on Hold Supported Supported Basic Call Handling Using Hold and Resume Mute Supported Supported Basic Call Handling Using Mute On hook call transfer Supported Supported Basic Call Handling Placing a Call Basic Options Other Group Pickup Supported Supported Privacy Supported Not supported Advanced Call Handling Using a Shared Line Quality Reporting Tool Supported Supported Troubleshooting Using the Quality Reporting QRT Tool Redial Supported Supported Basic Call Handling Placing a Call Basic Options Shared Line Supported Not supported Advanced Call Handling Using a Shared Line Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP B 2 OL 15498 01 Appendix B Feature Support by Protocol for Cisco Unified IP Phone 7960G and
73. The Network Configuration menu contains options for viewing and making a variety of network settings Table 4 2 describes these options and where applicable explains how to change them For information about how to access the Network Configuration menu see the Displaying the Network Configuration Menu section on page 4 1 Before you can change an option on this menu you must unlock options as described in the Unlocking and Locking Options section on page 4 2 The Edit Yes or No softkeys for changing network configuration options appear on the Cisco Unified IP Phones 7960G 7940G only if options are unlocked For information about the keys you can use to edit options see the Editing Values section on page 4 3 Table 4 2 Network Configuration Menu Options Option Description To Change DHCP Server IP address of the Dynamic Host Configuration Protocol Display only cannot configure DHCP server from which the phone obtains its IP address BOOTP Server Indicates whether the phone obtains its configuration from Display only cannot configure a Bootstrap Protocol BootP server instead of from a DHCP server Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 4 4 OL 15498 01 Chapter4 Configuring Network Settings on the Cisco Unified IP Phone Network Configuration Menu W Table 4 2 Network Configuration Menu Options continued
74. Understanding How the Cisco Unified IP Phone Interacts with Cisco Unified Communications Manager page 2 2 e Understanding How the Cisco Unified IP Phone Interacts with the VLAN page 2 3 Understanding How the Cisco Unified IP Phone Interacts with Cisco Unified Communications Manager Cisco Unified Communications Manager is an open and industry standard call processing system Cisco Unified Communications Manager software sets up and tears down calls between phones integrating traditional PBX functionality with the corporate IP network Cisco Unified Communications Manager manages the components of the IP telephony system the phones the access gateways and the resources necessary for such features as call conferencing and route planning Cisco Unified Communications Manager also provides e Firmware for phones e Authentication and encryption if configured for the telephony system e Configuration file and CTL file via TFTP service e Phone registration e Call preservation so that a media session continues if signaling is lost between the primary Cisco Unified Communications Manager and a phone For information about configuring Cisco Unified Communications Manager to work with the IP devices described in this chapter refer to Cisco Unified Communications Manager Administration Guide Cisco Unified Communications Manager System Guide and to Cisco Unified Communications Manager Security Guide For an overview of security functionality
75. Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Preface Convention Description i The symbol represents the key labeled Control for example the key combination D in a screen display means hold down the Control key while you press the D key lt gt Nonprinting characters such as passwords are in angle brackets amp Note Means reader take note Notes contain helpful suggestions or references to material not covered in the publication A Caution Means reader be careful In this situation you might do something that could result in equipment damage or loss of data A Warning Means danger You are in a situation that could cause bodily injury Before you work on any equipment be aware of the hazards involved with electrical circuitry and be familiar with standard practices for preventing accidents Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP xvi OL 15498 01 A An Overview of the Cisco Unified IP Phone The Cisco Unified IP Phone is a full featured telephone that provides voice communication over an Internet Protocol IP network It functions much like a digital business phone allowing you to place and receive phone calls and to access features such as mute hold transfer and speed dial In addition because the phone is connected to your data network
76. Unified IP Phone 8 13 Performing a Basic Reset 8 13 Performing a Factory Reset 8 14 Using the Quality Report Tool 8 15 Monitoring the Voice Quality of Calls 8 15 Where to Go for More Troubleshooting Information 8 17 Cleaning the Cisco Unified IP Phone 8 17 Providing Information to Users Via a Website A 1 How Users Obtain Support for the Cisco Unified IP Phone A 1 Giving Users Access to the User Options Web Pages A 1 How Users Get Copies of Cisco Unified IP Phone Manuals A 2 Accessing Cisco 7900 Series Unified IP Phone eLearning Tutorials A 2 How Users Subscribe to Services and Configure Phone Features A 2 How Users Access a Voice Messaging System A 3 How Users Configure Personal Directory Entries A 3 Installing and Configuring the Cisco Unified IP Phone Address Book Synchronizer A 4 Feature Support by Protocol for Cisco Unified IP Phone 7960G and 7940G_ B 1 Supporting International Users C 1 Adding Language Overlays to Phone Buttons C 1 Installing the Cisco Unified Communications Manager Locale Installer C 1 Technical Specifications E 1 Physical and Operating Environment Specifications E 1 Cable Specifications E 2 Network and Access Port Pinouts E 2 Basic Phone Administration Steps F 1 Example User Information for these Procedures F 1 Adding a User to Cisco Unified Communications Manager F 2 Adding a User From an External LDAP Directory F 2 Adding a User Directly to Cisco Unified Communications Manager F 2 Configuring the Phon
77. VLAN 2 3 barge 1 11 5 3 B 1 BAT Bulk Administration Tool 2 10 block external to external transfer 5 3 BootP 1 4 BOOTP Server option 4 4 Bootstrap Protocol BootP 1 4 Busy Lamp Field BLF Pickup B 1 Busy Lamp Field BLF speed dial button help 1 3 directories 1 3 headset 1 3 line 1 3 messages 1 3 mute 1 3 navigation 1 3 services 1 3 settings 1 3 speaker 1 3 speed dial 1 3 volume 1 3 5 3 I OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP W index Cc call authenticated 1 11 encrypted 1 11 call back B 1 call display restrictions 5 3 B 1 caller ID 5 4 B 2 call forward 5 3 call forward all B 1 call forward busy B 1 call forward display configuring 5 4 call forward no answer B 2 call logs B 3 CallManager Configuration menu 4 10 call park 5 3 B 2 call pickup 5 4 B 2 call statistics B 3 Call Statistics screen 6 10 call statistics screen 6 1 call waiting 5 4 B 2 CAPF 6 12 6 14 CAPF Certificate Authority Proxy Function 1 10 3 10 caution mobile phone interference 1 1 cbarge B 1 CDP 1 4 certificate icon 6 13 certificate trust list file See CTL file Cisco Call Back 5 4 Cisco Discovery Protocol See CDP Cisco Unified Communications Manager adding phone to database of 2 7 attendant console B 3 AutoAttendant B 3 interactions with 2 2 verifying settings 8 4 Cisco Unified Communications Manag
78. Y INDIRECT SPECIAL CONSEQUENTIAL OR INCIDENTAL DAMAGES INCLUDING WITHOUT LIMITATION LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES CCDE CCENT Cisco Eos Cisco Lumin Cisco Nexus Cisco StadiumVision the Cisco logo DCE and Welcome to the Human Network are trademarks Changing the Way We Work Live Play and Learn is a service mark and Access Registrar Aironet AsyncOS Bringing the Meeting To You Catalyst CCDA CCDP CCIE CCIP CCNA CCNP CCSP CCVP Cisco the Cisco Certified Internetwork Expert logo Cisco IOS Cisco Press Cisco Systems Cisco Systems Capital the Cisco Systems logo Cisco Unity Collaboration Without Limitation EtherFast EtherS witch Event Center Fast Step Follow Me Browsing FormShare GigaDrive HomeLink Internet Quotient IOS iPhone iQ Expertise the iQ logo iQ Net Readiness Scorecard iQuick Study IronPort the IronPort logo LightStream Linksys MediaTone MeetingPlace MGX Networkers Networking Academy Network Registrar PCNow PIX PowerPanels ProConnect ScriptShare SenderBase SMARTnet Spectrum Expert StackWise The Fastest Way to Increase Your Internet Quotient TransPath WebEx and the WebEx logo are registered trademarks of Cisco Systems Inc and or its affiliates in the United States and certain other countries All other trademarks mentioned in this document
79. a lost network connection the phone resets and attempts to reconnect its network connection If you are experiencing problems with the voice network you should investigate whether an existing problem is simply being exposed Verifying DHCP Settings The following suggestions can help you determine if the phone has been properly configured to use DHCP 1 Verify that you have properly configured the phone to use DHCP See the Network Configuration Menu section on page 4 4 for more information 2 Verify that the DHCP server has been set up properly 3 Verify the DHCP lease duration Cisco recommends that you set it to 8 days Cisco Unified IP Phones send messages with request type 151 to renew their DHCP address leases If the DHCP server expects messages with request type 150 the lease will be denied forcing the phone to restart and request a new IP address from the DHCP server Checking Static IP Address Settings If the phone has been assigned a static IP address verify that you have entered the correct settings See the Network Configuration Menu section on page 4 4 for more information Verifying Voice VLAN Configuration If the Cisco Unified IP Phone appears to reset during heavy network usage for example following extensive web surfing on a computer connected to same switch as phone it is likely that you do not have a voice VLAN configured Isolating the phones on a separate auxiliary VLAN increases the quali
80. about voice and IP communications refer to this URL http www cisco com en US products sw voicesw index html This chapter provides an overview of the interaction between the Cisco Unified IP Phone and other key components of the Voice over IP VoIP network It includes the following topics e Understanding Interactions with Other Cisco Unified IP Communications Products page 2 2 e Providing Power to the Cisco Unified IP Phone page 2 3 e Understanding Phone Configuration Files page 2 5 e Understanding the Phone Startup Process page 2 6 e Adding Phones to the Cisco Unified Communications Manager Database page 2 7 e Using Cisco Unified IP Phones with Different Protocols page 2 10 e Determining the MAC Address for a Cisco Unified IP Phone page 2 12 I OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter2 Preparing to Install the Cisco Unified IP Phone on Your Network HZ Understanding Interactions with Other Cisco Unified IP Communications Products Understanding Interactions with Other Cisco Unified IP Communications Products To function in the IP telephony network the Cisco Unified IP Phone must be connected to a networking device such as a Cisco Catalyst switch You must also register the Cisco Unified IP Phone with a Cisco Unified Communications Manager system before sending and receiving calls This section includes the following topics e
81. age Description Status Messages on the Cisco Unified IP Phones 7960G and 7940G continued Possible Explanation and Action CFG file not found The name based and default configuration file was not found on the TFTP Server The configuration file for a phone is created when the phone is added to the Cisco Unified Communications Manager database If the phone has not been added to the Cisco Unified Communications Manager database the TFTP server generates a CFG File Not Found response e Phone is not registered with Cisco Unified Communications Manager You must manually add the phone to Cisco Unified Communications Manager if you are not allowing phones to auto register See the Adding Phones with Cisco Unified Communications Manager Administration section on page 2 9 for details e If you are using DHCP verify that the DHCP server is pointing to the correct TFTP server e If you are using static IP addresses check configuration of the TFTP server See the Network Configuration Menu section on page 4 4 for details on assigning a TFTP server CFG TFTP Size Error The configuration file is too large for file system on the phone Power cycle the phone Checksum Error Downloaded software file is corrupted 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 otherwise the file
82. ager Administration Guide Understanding Directory Numbers chapter Video mode Allows a user to select the video display mode for viewing a video conference depending on the modes configured in the system For more information e Refer to Cisco Unified Communications Manager Administration Guide Conference Bridge Configuration chapter e Refer to Cisco Unified Communications Manager System Guide Understanding Video Telephony chapter Video Support Enable video support on the phone For more information refer to e Cisco Unified Communications Manager Administration Guide Conference Bridge Configuration chapter e Cisco Unified Communications Manager System Guide Understanding Video Telephony chapter e Cisco VT Advantage Administration Guide Overview of Cisco VT Advantage chapter Voice messaging system Enables callers to leave messages if calls are unanswered For more information refer to e Cisco Unified Communications Manager Administration Guide Cisco Voice Mail Port Configuration chapter e Cisco Unified Communications Manager System Guide Voice Mail Connectivity to Cisco Unified Communications Manager chapter Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Chapter5 Configuring Features Templates Services and Users Creating Custom Phone
83. all For more information refer to e Cisco Unified Communications Manager Administration Guide Configuring Directory Numbers chapter e Cisco Unified Communications Manager Features and Services Guide Custom Phone Rings chapter Services 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 For more information refer to e Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phone Configuration chapter e Cisco Unified Communications Manager System Guide Cisco Unified IP Phone Services chapter Services URL button Allows users to access services from a programmable button rather than by using the Services menu on a phone For more information refer to e Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phone Configuration chapter e Cisco Unified Communications Manager System Guide Cisco Unified IP Phone Services chapter Shared line Allows a user to have multiple phones that share the same phone number or allows a user to share a phone number with a coworker For more information refer to Cisco Unified Communications Manager System Guide Cisco Unified IP Phones chapter Speed dialing Dials a specified number that has been previously st
84. anager Administration Guide Press to unlock settings on the Security Configuration menu Scroll to LSC and press the Update softkey The phone prompts for an authentication string Enter the authentication code and press the Submit softkey The phone begins to install update or remove the LSC depending on how the CAPF was configured During the procedure a series of messages displays in the LSC option field in the Security Configuration menu so that you can monitor progress When the procedure completes successfully the phone will display Installed or Not Installed The LSC install update or removal process can take a long time to complete You can stop the process at any time by pressing the Stop softkey from the Security Configuration menu Settings must be unlocked before you can press this softkey When the phone successfully completes the installation procedure it displays Success If the phone displays Failure the authorization string may be incorrect or the phone may not enabled for upgrading Refer to error messages generated on the CAPF server and take appropriate actions You can verify that an LSC is installed on the phone by choosing Settings gt Model Information and ensuring that the LSC setting shows Yes Related Topic e Understanding Security Features for Cisco Unified IP Phones page 1 7 OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communica
85. and local country laws governing import export transfer and use Delivery of Cisco cryptographic products does not imply third party authority to import export distribute or use encryption Importers exporters distributors and users are responsible for compliance with U S and local country laws By using this product you agree to comply with applicable laws and regulations If you are unable to comply with U S and local laws return this product immediately Further information regarding U S export regulations may be found at http www access gpo gov bis ear ear_data html Document Conventions This document uses the following conventions Convention Description boldface font Commands and keywords are in boldface italic font Arguments for which you supply values are in italics Elements in square brackets are optional xlylz Alternative keywords are grouped in braces and separated by vertical bars xlylz Optional alternative keywords are grouped in brackets and separated by vertical bars string A nonquoted set of characters Do not use quotation marks around the string or the string will include the quotation marks screen font Terminal sessions and information the system displays are in screen font boldface screen font Information you must enter is in boldface screen font italic screen font Arguments for which you supply values are in italic screen font I OL 15498 01 Cisco
86. and you have duplicate address book entries the Duplicate Selection window displays Choose the entry that you want to include in your Personal Address Book and click OK When synchronization completes click Exit to close the Cisco Unified CallManager Address Book Synchronizer To verify if the synchronization worked log in to your User Options web pages and choose Personal Address Book The users from your Windows address book should be listed I OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Appendix A Providing Information to Users Via a Website HZ How Users Configure Personal Directory Entries Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP AG OL 15498 01 FE APPENDIX B Feature Support by Protocol for Cisco Unified IP Phone 7960G and 7940G This appendix provides information about feature support for the Cisco Unified IP Phone 7960G and 7940G using the SCCP or SIP protocol with Cisco Unified Communications Manager Release 7 0 Table B 1 provides a high level overview of calling features and their support by protocol This table focuses primarily on end user calling features and is not intended to represent a comprehensive listing of all available phone features For details about user interface differences and feature use refer to the Cisco Unified IP Phone 7960G and 7940G
87. ating Custom Phone Rings 5 9 Configuring Corporate and Personal Directories 5 9 Configuring Corporate Directories 5 9 Configuring Personal Directory 5 9 Modifying Phone Button Templates 5 10 Configuring Softkey Templates 5 11 Setting Up Services 5 11 Adding Users to Cisco Unified Communications Manager 5 12 Managing the User Options Web Pages 5 12 Giving Users Access to the User Options Web Pages 5 12 Specifying Options that Appear on the User Options Web Pages 5 12 Viewing Model Information Status Statistics and Security Information on the Cisco Unified IP Phone 6 1 Model Information Screen 6 2 Status Menu 6 2 Status Messages Screen 6 3 Network Statistics Screen 6 7 Firmware Versions Screen 6 8 Expansion Module Stats Screen 6 9 Call Statistics Screen 6 10 Security Configuration Menu 6 12 CTL File Menu 6 12 Trust List Menu 6 14 I OL 15498 01 Contents W Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP E Contents CHAPTER 7 Monitoring the Cisco Unified IP Phone Remotely 7 1 Accessing the Web Page fora Phone 7 2 Disabling and Enabling Web Page Access 7 3 Device Information 7 3 Network Configuration 7 4 Network Statistics 7 7 Ethernet Statistics 7 7 Port 1 Network Port 2 Access and Port 3 Phone Statistics 7 8 Device Logs 7 10 Stack Statistics 7 11 Status Messages 7 11 Streaming Statistics 7 11 CHAPTER 8 Troubleshooting and Mainte
88. ations Manager server an option on the CallManager Configuration menu will show the Cisco Unified Communications Manager server IP address or name and one of the states shown in Table 4 3 Table 4 3 Cisco Unified Communications Manager Server States State Description Active Cisco Unified Communications Manager server from which the phone 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 option may also display one of more of the designations or icons shown in Table 4 4 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 4 10 OL 15498 01 Chapter4 Configuring Network Settings on the Cisco Unified IP Phone Network Configuration Menu il Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 ESIN Chapter4 Configuring Network Settings on the Cisco Unified IP Phone HZ Network Configuration Menu Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 4 12 OL 15498 01 CHAPTER Configuring Features Templates Services and Users After you install Cisco Unified IP Phones in your network co
89. atistics This chapter describes the information that you can obtain from the phone s web page You can use this information to remotely monitor the operation of a phone and to assist with troubleshooting You can also obtain much of this information directly from a phone For more information see Chapter 6 Viewing Model Information Status Statistics and Security Information on the Cisco Unified IP Phone For more information about troubleshooting the Cisco Unified IP Phone Chapter 8 Troubleshooting and Maintenance This chapter includes these topics e Accessing the Web Page for a Phone page 7 2 e Disabling and Enabling Web Page Access page 7 3 e Device Information page 7 3 e Network Configuration page 7 4 e Network Statistics page 7 7 e Device Logs page 7 10 e Streaming Statistics page 7 11 I OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter7 Monitoring the Cisco Unified IP Phone Remotely W Accessing the Web Page for a Phone Accessing the Web Page for a Phone To access the web page for a Cisco Unified IP Phone perform the following steps amp Note Step 1 Step 2 If you cannot access the web page it may be disabled See the Disabling and Enabling Web Page Access section on page 7 3 for more information Procedure Obtain the IP address of the Cisco Unified IP Phone using one of these me
90. b chapter Extension Mobility Service Allows a user temporarily to apply a phone number and user profile settings to a shared Cisco Unified IP Phone by logging into the Extension Mobility service on that phone Extension Mobility can be useful if users work from a variety of locations within your company or if they share a workspace with coworkers For more information refer to Cisco Unified Communications Manager System Guide Cisco Unified Communications Manager Extension Mobility and Phone Login Features chapter Group call pickup Allows a user to answer a call ringing on a phone in another group by using a group pickup code For more information refer to Cisco Unified Communications Manager Features and Services Guide Call Pickup chapter Hold Resume Allows the user to move a connected call between an Requires no configuration unless you want to use active state and a held state music on hold see Music on hold in this table for information Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 g 5s Chapter 5 Configuring Features Templates Services and Users E Telephony Features Available for the Cisco Unified IP Phone Table 5 1 Feature Description Telephony Features for the Cisco Unified IP Phone continued Configuration Reference Immediate Divert Allows a user to transfer a
91. beled PC e 48 volt power connector The diameter of the center pin in the phone power jack Switchcraft 712A is 0 1 in 2 5 mm The center pin is positive voltage The miniature power plug required to mate with the power jack on the phone is a Switchcraft 760 or equivalent Network and Access Port Pinouts Although both the network and access ports are used for network connectivity they serve different purposes and have different port pinouts Network Port Connector Table E 2 describes Table E 2 Pin Number the network port connector pinouts Network Port Connector Pinouts Function TD TD RD 48 Volts return 48 Volts return RD 48 Volts source COPA HD MW BW de 48 Volts source 1 When used to receive power from an inline power card in the Cisco Catalyst switch Access Port Connector Table E 3 describes the access port connector pinouts Table E 3 Pin Number Access Port Connector Pinouts Function 1 RD RD TD Not Used 2 3 4 5 Not Used E Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 AppendixE Technical Specifications Network and Access Port Pinouts W Table E 3 Access Port Connector Pinouts continued Pin Number Function 6 TD 7 Not Used 8 Not Used Cisco Unified IP Phone 7960G
92. com cisco Note Phone overlays are available only for languages in which the Cisco Unified IP Phone software has been localized All languages may not be immediately available so continue to check the website for updates Installing the Cisco Unified Communications Manager Locale Installer If you are using Cisco Unified IP Phones in a locale other than English United States you should install the Cisco Unified Communications Manager Locale Installer on every Cisco Unified Communications Manager server in the cluster Installing the locale installer ensures that you have the latest translated text user and network locales and country specific phone tones available for the Cisco Unified IP Phones For more information refer to Using the Cisco Unified Communications Manager Telephony Locale Installer OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP E AppendixC Supporting International Users HZ Installing the Cisco Unified Communications Manager Locale Installer Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP C 2 OL 15498 01 Technical Specifications The following sections describe the technical specifications for the Cisco Unified IP Phone 7960G and 7940G e Physical and Operating Environment Specifications page E 1 e Cable Specifications page E 2 e Network and Acc
93. concealment events due to frame loss in the preceding 8 second interval of the voice stream For more information see the Monitoring the Voice Quality of Calls section on page 8 15 Note The MOS LQK score can vary based on the type of codec that the Cisco Unified IP Phone uses Avg MOS LQK Average MOS LQK score observed for the entire voice stream Min MOS LQK Lowest MOS LQK score observed from start of the voice stream Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 _ Chapter 7 Monitoring the Cisco Unified IP Phone Remotely Streaming Statistics I Table 7 6 Streaming Statistics Area Items continued Item Description Max MOS LQK Baseline or highest MOS LQK score observed from start of the voice stream These codecs provide the following maximum MOS LQK score under normal conditions with no frame loss e G 711 gives 4 5 e G 729 A AB gives 3 7 MOS LQK Version Version of the Cisco proprietary algorithm used to calculate MOS LQK scores Cmltve Conceal Ratio Total number of concealment frames divided by total number of speech frames received from start of the voice stream Interval Conceal Ratio Ratio of concealment frames to speech frames in preceding 3 second interval of active speech If using voice activity detection VAD a longer interval might be required to accumulate 3 seconds of active sp
94. continued Item Description Default Router 1 5 Default router used by the phone Default Router 1 and optional backup routers Default Router 2 5 DNS Server 1 5 Primary Domain Name System DNS server DNS Server 1 and optional backup DNS servers DNS Server 2 5 used by the phone VLAN ID Auxiliary Virtual Local Area Network VLAN configured on a Cisco Catalyst switch in which the phone is a member Admin VLAN Id Auxiliary VLAN in which the phone is a member Call Manager 1 5 Host names or IP addresses in prioritized order of the Cisco Unified Communications Manager servers with which the phone can register An item can also show the IP address of an SRST router that is capable of providing limited Cisco Unified Communications Manager functionality if such a router is available For an available server an item will show the Cisco Unified Communications Manager server IP address and one of the following states e Active Cisco Unified Communications Manager server from which the phone is currently receiving call processing services e Standby Cisco Unified Communications Manager server to which the phone switches if the current server becomes unavailable e 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 U
95. d IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 EEEN Chapter1 An Overview of the Cisco Unified IP Phone HZ Overview of Configuring and Installing Cisco Unified IP Phones Installing Cisco Unified IP Phones amp After you have added the phones to the Cisco Unified Communications Manager database you can complete the phone installation You or the phone users can install the phone at the users s location The Cisco Unified IP Phone Installation Guide that ships in the box with each phone provides directions for connecting the phone handset cables and other accessories Note Before you install a phone even if it is new upgrade the phone to the current firmware image For information about upgrading refer to the Readme file for your phone which is located at http www cisco com cgi bin tablebuild pl ip 7900ser After the phone is connected to the network the phone startup process begins and the phone registers with Cisco Unified Communications Manager To finish installing the phone configure the network settings on the phone depending on whether you enable or disable DHCP service If you used auto registration you need to update the specific configuration information for the phone such as associating the phone with a user changing the button table or directory number Checklist for Installing the Cisco Unified IP Phone 7960G and 7940G Table 1 5 p
96. dix B Feature Support by Protocol for Cisco Unified IP Phone 7960G and 7940G a Table B 1 Cisco Unified IP Phone 7960G and 7940G Feature Support by Protocol continued Cisco Unified IP Phones 7960G 7940G Features SCCP SIP For More Information Calling Features Call Forward No Answer Supported Supported Basic Call Handling Forwarding Calls to Another Number Call Park Supported Not supported Advanced Call Handling Storing and Receiving Parked Calls Call Pickup Supported Not supported Advanced Call Handling Picking Up a Redirected Call on Your Phone Call Waiting Supported Supported Basic Call Handling Answering a Call Caller ID Supported Supported An Overview of Your Phone Understanding Touch Screen Features or An Overview of Your Phone Understanding Phone Screen Features Conference Supported Supported Basic Call Handling Making Conference Calls Do Not Disturb DND Supported Not supported Basic Call Handling Using Do Not Disturb Extension Mobility Supported Not supported Advanced Call Handling Using Cisco Extension Mobility Fast Dial Service Supported Supported Advanced Call Handling Speed Dialing Hold Resume Supported Supported Basic Call Handling Using Hold and Resume Immediate Divert Supported Not supported Basic Call Handling Answering a Call Join
97. dmin VLAN setting 2 Press the Validate softkey and then press the Save softkey Call Manager 1 Call Manager 2 Call Manager 3 Call Manager 4 Call Manager 5 Cisco Unified Communications Manager servers that are available for processing calls from this phone in prioritized order For more information see the Cisco Unified Communications Manager Options section on page 4 10 You configure an SRST router address in the Cisco Unified Communications Manager Administration SRST Reference Configuration page choose System gt SRST You configure an SRST reference in the Device Pool Configuration page choose System gt Device Pool URL Information URL of the help text that displays on the phone From Cisco Unified Communications Manager choose System gt Enterprise Parameters URL Directories URL of the server from which the phone obtains directory information From Cisco Unified Communications Manager choose System gt Enterprise Parameters URL Messages URL of the server from which the phone obtains message services From Cisco Unified Communications Manager choose System gt Enterprise Parameters Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 _ Chapter 4 Configuring Network Settings on the Cisco Unified IP Phone Table 4 2 Option Network Configuration Menu Options continued
98. does not register with the primary Cisco Unified Communications Manager until the CAPF session ends and the phone has installed the LSC After the session ends the phone registers and immediately runs in authenticated or encrypted mode You cannot configure By Authentication String in this example because the phone will not automatically contact the CAPF server and the registration will fail if the phone does not have a valid LSC Overview of Configuring and Installing Cisco Unified IP Phones When deploying a new IP telephony system system administrators and network administrators must complete several initial configuration tasks to prepare the network for IP telephony service For information and a checklist for setting up and configuring a complete Cisco Unified IP telephony network refer to the System Configuration Overview chapter in Cisco Unified Communications Manager System Guide After you have set up the IP telephony system and configured system wide features in Cisco Unified Communications Manager you can add IP phones to the system The following topics provide an overview of procedures for adding Cisco Unified IP Phones to your network e Configuring Cisco Unified IP Phones in Cisco Unified Communications Manager page 1 13 e Installing Cisco Unified IP Phones page 1 16 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 1 12 OL 15498 01 Chapter1 An O
99. ds in the transmitting voice stream TxCnt Number of RTP voice packets transmitted since voice stream was opened Note This number is not necessarily identical to the number of RTP voice packets transmitted since the call began because the call might have been placed on hold Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 _ Chapter 6 Viewing Model Information Status Statistics and Security Information on the Cisco Unified IP Phone Call Statistics Screen W Table 6 4 Call Statistics Items continued Item Description Avg Jtr Estimated average RTP packet jitter dynamic delay that a packet encounters when going through the network observed since the receiving voice stream was opened Max Jtr Maximum jitter observed since the receiving voice stream was opened RxDisc Number of RTP packets in the receiving voice stream that have been discarded bad packets too late and so on Note The phone will discard payload type 19 comfort noise packets that are generated by Cisco Gateways which will increment this counter RxLost Missing RTP packets lost in transit Voice Quality Metrics MOS LQK Score that is an objective estimate of the mean opinion score MOS for listening quality LQK that rates from 5 excellent to 1 bad This score is based on audible concealment events due to frame loss in the preceding 8 seco
100. e information Cisco Unified Communications Manager Administration Guide Procedure In Cisco Unified Communications Manager Administration delete the existing SIP phone from the Cisco Unified Communications Manager database In Cisco Unified Communications Manager Administration create the phone as an SCCP phone Power cycle the phone Tip Before deleting a SIP phone that you want to convert to a SCCP phone from the Cisco Unified Communications Manager database copy all of the phone configuration information so when you add the phone back to the database you will have the configuration information readily available Deploying a Phone in an SCCP and SIP Environment To deploy Cisco Unified IP Phones in an environment that includes SCCP and SIP and in which the Cisco Unified Communications Manager Auto Registration parameter is SCCP perform these general steps 1 Set the Cisco Unified Communications Manager Auto Registration Protocol enterprise parameter to SCCP OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter2 Preparing to Install the Cisco Unified IP Phone on Your Network HZ Determining the MAC Address for a Cisco Unified IP Phone From Cisco Unified Communications Manager Administration choose System gt Enterprise Parameters 2 Install the phones 3 Change the Auto Registration Protocol enterprise parameter to SIP
101. e line Communications Manager System Guide Cisco Unified IP Phones chapter e The Service parameter AdvanceAdhocConference disabled by default in Cisco Unified Communications Manager Administration allows you to enable these features For complete information see the Cisco Unified Communications Manager System Guide Conference Bridges chapter Note Be sure to inform your users whether these features are activated Configurable call forward display Allows you to specify information that appears on a phone when a call is forwarded This information can include the caller name caller number redirected number and original dialed number For more information refer to e Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phone Configuration chapter e Cisco Unified Communications Manager System Guide Cisco Unified IP Phones chapter Direct transfer Allows users to connect two calls to each other without remaining on the line For more information refer to Cisco Unified Communications Manager System Guide Cisco Unified IP Phones chapter Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Chapter 5 Configuring Features Templates Services and Users Telephony Features Available for the Cisco Unified IP Phone Table 5 1 Telephony Features for
102. e 2 12 cnapter 3 Setting Up the Cisco Unified IP Phone 3 1 Before You Begin 3 1 Network Requirements 3 2 Cisco Unified Communications Manager Configuration 3 2 Understanding the Cisco Unified IP Phone 7960G and 7940G Components 3 2 Network and Access Ports 3 3 Handset 3 3 Speakerphone 3 3 Headset 3 3 Audio Quality Subjective to the User 3 4 Connecting a Headset 3 4 Disabling a Headset 3 4 Using External Devices with Your Cisco Unified IP Phone 3 4 Installing the Cisco Unified IP Phone 3 5 Attaching the Cisco Unified IP Phone Expansion Module 7914 3 7 Adjusting the Placement of the Cisco Unified IP Phone 3 8 Adjusting Cisco Unified IP Phone Footstand and Phone Height 3 8 Mounting the Phone to the Wall 3 8 Verifying the Phone Startup Process 3 9 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 CHAPTER 4 CHAPTER 5 CHAPTER 6 Configuring Startup Network Settings 3 10 Configuring Security on the Cisco Unified IP Phone 3 10 Configuring Network Settings on the Cisco Unified IP Phone 4 1 Displaying the Network Configuration Menu 4 1 Unlocking and Locking Options 4 2 Editing Values 4 3 Overview of Network Configuration Options 4 3 Network Configuration Menu 4 4 Cisco Unified Communications Manager Options 4 10 Configuring Features Templates Services and Users 5 1 Telephony Features Available for the Cisco Unified IP Phone 5 2 Cre
103. e 7960G and 7940G in Cisco Unified Communications Manager 1 13 Installing Cisco Unified IP Phones 1 16 Checklist for Installing the Cisco Unified IP Phone 7960G and 7940G 1 16 CHAPTER 2 Preparing to Install the Cisco Unified IP Phone on Your Network 2 1 Understanding Interactions with Other Cisco Unified IP Communications Products 2 2 Understanding How the Cisco Unified IP Phone Interacts with Cisco Unified Communications Manager 2 2 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP I OL 15498 01 E E Contents Understanding How the Cisco Unified IP Phone Interacts with the VLAN 2 3 Providing Power to the Cisco Unified IP Phone 2 3 Power Guidelines 2 4 Power Outage 2 4 Obtaining Additional Information about Power 2 4 Understanding Phone Configuration Files 2 5 Understanding the Phone Startup Process 2 6 Adding Phones to the Cisco Unified Communications Manager Database 2 7 Adding Phones with Auto Registration 2 8 Adding Phones with Auto Registration and TAPS 2 9 Adding Phones with Cisco Unified Communications Manager Administration 2 9 Adding Phones with BAT 2 10 Using Cisco Unified IP Phones with Different Protocols 2 10 Converting a New Phone from SCCP to SIP 2 10 Converting an In Use Phone from SCCP to SIP 2 11 Converting an In Use Phone from SIP to SCCP 2 11 Deploying a Phone in an SCCP and SIP Environment 2 11 Determining the MAC Address for a Cisco Unified IP Phon
104. e F 3 Performing Final End User Configuration Steps F 8 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP I OL 15498 01 Contents W E Contents INDEX Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP x OL 15498 01 Overview Audience Preface Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP provides the information you need to understand install configure and manage the Cisco Unified IP Phones 7960G and 7940G on your network Network engineers system administrators or telecom engineers should review this guide to learn the steps required to properly set up the Cisco Unified IP Phone on the network The tasks described are considered to be administration level tasks and are not intended for end users of the phones Many of the tasks involve configuring network settings and affect the phone s ability to function in the network Because of the close interaction between the Cisco Unified IP Phone and Cisco Unified Communications Manager these tasks require familiarity with Cisco Unified Communications Manager Organization Chapter This manual is organized as follows Description Chapter 1 An Overview of the Cisco Provides a conceptual overview and description of the Cisco Unified IP Phone Unified IP Phone
105. e able to start up successfully Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 8 4 OL 15498 01 _ Chapter 8 Troubleshooting and Maintenance Step 1 Step 2 Step 3 Step 4 amp Resolving Startup Problems W To start a service follow these steps Procedure From Cisco Unified Communications Manager Administration choose Cisco Unified Serviceability from the Navigation drop down list and click Go Choose Tools gt Control Center Feature Services Choose the primary Cisco Unified Communications Manager server from the Server drop down list The window displays the service names for the server that you chose the status of the services and a service control panel to start or stop a service If a service has stopped click its radio button and then click the Start button The Service Status symbol changes from a square to an arrow Note A service must be activated before it can be started or stopped To activate a service choose Tools gt Service Activation Creating a New Configuration File Step 1 Step 2 Step 3 Step 4 A If you continue to have problems with a particular phone that other suggestions in this chapter do not resolve the configuration file may be corrupted To create a new configuration file follow these steps Procedure From Cisco Unified Communications Manager choose Device gt Phone gt Find
106. e footstand adjustment button Step2 Adjust the footstand to desired height Mounting the Phone to the Wall You can mount the Cisco Unified IP Phone on the wall using the footstand as a mounting bracket or you can use special brackets available in a Cisco Unified IP Phone wall mount kit Wall mount kits must be ordered separately from the phone If you attach the Cisco Unified IP Phone to a wall using the standard footstand and not the wall mount kit you need to supply the following tools and parts e Screwdriver e Screws to secure the Cisco Unified IP phone to the wall See Figure 3 2 for a graphical overview of the phone parts Before You Begin To ensure that the handset attaches securely to a wall mounted phone remove the handset wall hook from the handset rest rotate the hook 180 degrees and reinsert the hook Turning the hook exposes a lip on which the handset catches when the phone is vertical For an illustrated procedure refer to Installing the Wall Mount Kit for the Cisco Unified IP Phone A Caution Use care not to damage wires or pipes located inside the wall when securing screws to wall studs Procedure Step 1 Push in the footstand adjustment button Step2 Adjust the footstand so it is flat against the back of the phone Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 3 8 OL 15498 01 Chapter3 Setting Up the Cisco Unified IP Phone Ve
107. e phone to a 1 inline power 5 computer AC to DC power supply 6 Handset port AC power cord 7 Headset port Network port 10 100 SW for connecting to the 4 network Related Topics e Attaching the Cisco Unified IP Phone Expansion Module 7914 page 3 7 e Adjusting the Placement of the Cisco Unified IP Phone page 3 8 e Verifying the Phone Startup Process page 3 9 e Configuring Startup Network Settings page 3 10 e Configuring Security on the Cisco Unified IP Phone page 3 10 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 36 OL 15498 01 _ Chapter 3 Setting Up the Cisco Unified IP Phone Attaching the Cisco Unified IP Phone Expansion Module 7914 W Attaching the Cisco Unified IP Phone Expansion Module 7914 Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step7 Step 8 amp The Cisco Unified IP Phone Expansion Module 7914 attaches to a Cisco Unified IP Phone 7960G to extend the number or line appearances or programmable buttons on your phone You can customize the button templates for the Cisco Unified IP Phone Expansion Module 7914 to determine the number of line appearances and speed dial buttons See the Modifying Phone Button Templates section on page 5 10 for details You can attach a Cisco Unified IP Phone Expansion Module 7914 to the Cisco Unified IP Phone 7960G e When you initially add the phone to Cisco Unified Communicati
108. e steps Procedure Press the Settings button Select Status Select Expansion Module Stats To exit the Expansion Module Stats screen press the Exit softkey Table 6 3 Expansion Module Statistics Item Description Link State Overall expansion module status RX Discarded Bytes Number of bytes discarded due to errors RX Length Err Number of packets discarded due to improper length RX Checksum Err Number of packets discarded due to invalid checksum information RX Invalid Message Number of packets that have been discarded because a message was invalid or unsupported TX Retransmit Number of packets that have been retransmitted to the expansion module TX Buffer Full Number of packets discarded because the expansion module was not able to accept new messages OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter6 Viewing Model Information Status Statistics and Security Information on the Cisco Unified IP Phone HI Call Statistics Screen Call Statistics Screen Step 1 Step 2 Step 3 The Call Statistics screen displays counters statistics and voice quality metrics in these ways e During call You can view the call information by pressing the button twice rapidly e After the call You can view the call information captured during the last call by displaying the Call Statistics screen amp Note You can
109. e the Modifying Phone Button Templates section on page 5 10 3 Add and configure the phone by completing the required Refer to Cisco Unified Communications Manager fields in the Phone Configuration window Required fields Administration Guide Cisco Unified IP Phone are indicated by an asterisk next to the field name for Configuration chapter example MAC address and deyice pool For information about Product Specific Configuration Adds the device with its default settings to the Cisco fields refer to Button Help in the Phone Unified Communications Manager database Configuration window 4 Add and configure directory numbers lines on the phone Refer to the Cisco Unified Communications Manager by completing the required fields in the Directory Number Administration Guide Directory Number Configuration window Required fields are indicated by Configuration chapter Creating a Cisco Unity Voice an asterisk next to the field name for example Mailbox section directory number and presence group See the Telephony Features Available for the Cisco Adds primary and secondary directory numbers and Unified IP Phone section on page 5 2 features associated with directory numbers to the phone Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 1 14 OL 15498 01 _ Chapter 1 An Overview of the Cisco Unified IP Phone
110. e the device with which you want to associate to the user Select the device then click Save Selected Changes The user is now associated with the device Click the Go button next to the Back to User Related link in the upper right corner of the screen Proceed to Performing Final End User Configuration Steps page F 8 I OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Appendix F Basic Phone Administration Steps HZ Performing Final End User Configuration Steps Performing Final End User Configuration Steps If you are not already on the End User Configuration page choose User Management gt End User to perform some final configuration tasks Use the Search fields and the Find button to locate the user i e John Doe then click on the user ID to get to the End User Configuration window for the user In the End User configuration window do the following Procedure Step 1 In the Directory Number Associations pane of the screen set the primary extension from the drop down list Step2 In the Mobility Information pane check the Enable Mobility box Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP F8 OL 15498 01 AppendixF Basic Phone Administration Steps Performing Final End User Configuration Steps W Step3 In the Permissions Information pane use the User Group bu
111. eLearning tutorials English only from the phone product pages on cisco com at http cisco com en US products hw phones ps379 prod_models_home html Refer to the tutorial Read Me file included with the relevant eLearning tutorial for specific instructions including how to link to the most recent user guide PDF amp Note The eLearning tutorials are updated periodically and therefore might not contain the latest feature information for end users For the latest feature information end users should refer to the Cisco Unified IP Phone end user documentation specific to their phone model and Cisco Unified Communications Manager version How Users Subscribe to Services and Configure Phone Features End users can perform a variety of activities by using the Cisco Unified Communications Manager User Options web pages These activities include subscribing to services setting up speed dial and call forwarding numbers configuring ring settings and creating a personal address book Keep in mind that Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP A 2 OL 15498 01 Appendix A Providing Information to Users Via a Website How Users Access a Voice Messaging System W configuring settings on a phone by using a website might be new for your end users You need to provide as much information as possible to ensure that they can successfully access and use the User Options web
112. ecurity Information on the Cisco Unified IP Phone HZ Model Information Screen Model Information Screen The Model Information screen displays this information Model Number Model number of the phone MAC Address MAC address of the phone APP Load ID lIdentifies the JAR file running on the phone Boot Load ID Identifies the factory installed load running on the phone Serial Number Serial number of the phone Load File Identifies the factory installed load running on the phone CTL Displays the MDS hash of the certificate trust list CTL file that is installed in the phone If no CTL file is installed on the phone this field displays No The CTL file installs automatically when the phone reboots or resets For more information about this file refer to Cisco Unified Communications Manager Security Guide MIC Indicates whether a manufacturing installed certificate used for the security features is installed on the phone LSC Indicates whether a locally significant certificate used for the security features is installed on the phone To display the Model Information menu press the Settings button and then select Model Information To exit the Model Information menu press the Exit softkey Status Menu The Status menu includes these options which provide information about the phone and its operation Status Messages Displays the Status Messages screen which shows a log of important system messag
113. ed IP Phone 7940G These phone models differ only in the number of available line or speed dial buttons The Cisco Unified IP Phone 7940G has two lines and the 7960G has six lines OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter1 An Overview of the Cisco Unified IP Phone W Understanding the Cisco Unified IP Phones 7960G and 7940G Figure 1 1 Cisco Unified IP Phone 7960G Figure 1 2 Cisco Unified IP Phone 7940G 1 Handset light strip Indicates an incoming call or new voice message 2 Phone screen Shows phone features 3 Model type Indicates the Cisco Unified IP Phone model Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 _ Chapter 1 An Overview of the Cisco Unified IP Phone Understanding the Cisco Unified IP Phones 7960G and 7940G W 4 Programmable buttons Depending on configuration programmable buttons provide access to P e Phone lines line buttons e Speed dial numbers speed dial buttons including the BLF speed dial feature e Web based services for example a Personal Address Book button e Phone features for example a Privacy button The Cisco Unified IP Phone 7960G has six programmable buttons and the 7940G has two 5 Footstand adjustment Allows y
114. eech Max Conceal Ratio Highest interval concealment ratio from start of the voice stream Conceal Secs Number of seconds that have concealment events lost frames from the start of the voice stream includes severely concealed seconds Severely Conceal Secs Number of seconds that have more than 5 percent concealment events lost frames from the start of the voice stream OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter7 Monitoring the Cisco Unified IP Phone Remotely HZ Streaming Statistics Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 7 14 OL 15498 01 CHAPTER Troubleshooting and Maintenance This chapter provides information that can assist you in troubleshooting problems with your Cisco Unified IP Phone or in your IP telephony network For additional troubleshooting information refer to the Using the 79xx Status Information For Troubleshooting tech note This document is available to registered Cisco com users at this URL http www cisco com warp customer 788 AV VID telecaster_trouble html If you need additional troubleshooting assistance you can contact the Cisco TAC The phone generates detailed logs that can assist the Cisco TAC with troubleshooting and resolving problems This chapter includes these topics e Resolving Start
115. ent authentication or encryption as described in Cisco Unified Communications Manager Security Guide For information about enabling auto registration refer to Enabling Auto Registration in Cisco Unified Communications Manager Administration Guide Note Cisco Unified Communications Manager automatically disables auto registration if you configure the cluster wide security mode for authentication and encryption through the Cisco CTL client Related Topics e Adding Phones with Auto Registration and TAPS page 2 9 e Adding Phones with Cisco Unified Communications Manager Administration page 2 9 e Adding Phones with BAT page 2 10 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 2 8 OL 15498 01 _ Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network Adding Phones to the Cisco Unified Communications Manager Database Mi Adding Phones with Auto Registration and TAPS Note amp TAPS the Tool for Auto Registered Phones Support works with the Bulk Administration Tool BAT to update a batch of phones that were already added to the Cisco Unified Communications Manager database with dummy MAC addresses You use TAPS to update MAC addresses and download pre defined configurations for phones You can add phones with auto registration and TAPS without first gathering MAC addresses from phones You should use auto registration and
116. eps Sample user and phone information used throughout these procedures includes e User s Name John Doe e User ID johndoe e Phone model 7961G e Protocol SCCP e MAC address listed on phone 00127F576611 e Five digit internal telephone number 26640 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 N Appendix F Basic Phone Administration Steps HZ Adding a User to Cisco Unified Communications Manager Adding a User to Cisco Unified Communications Manager This section describes steps for adding a user to Cisco Unified Communications Manager Follow one of the procedures in this section depending on your operating system and the manner in which you are adding the user e Adding a User From an External LDAP Directory page F 2 e Adding a User Directly to Cisco Unified Communications Manager page F 2 Adding a User From an External LDAP Directory If you added a user to an LDAP Directory a non Cisco Unified Communications Server directory you can immediately synchronize that directory to the Cisco Unified Communications Manager on which you are adding this same user and the user s phone by following these steps Procedure Step 1 Log onto Cisco Unified Communications Manager Administration Step2 Choose System gt LDAP gt LDAP Directory Step3 Use the Find button to locate your LDAP directory Step4 Click on the LDAP directory name S
117. er Administration adding phones using 2 9 adding telephony features using 5 2 Cisco Unified Communications Manager Assistant B 3 Cisco Unified IP Phone adding manually to Cisco Unified Communications Manager 2 9 adding to Cisco Unified Communications Manager 2 7 cleaning 8 17 configuration checklist 1 13 configuring user services 5 11 installation checklist 1 16 installation overview 1 16 installation procedure 3 5 modifying phone button templates 5 10 mounting to wall 3 8 registering 2 7 registering with Cisco Unified Communications Manager 2 8 2 9 2 10 resetting 8 13 supported networking protocols 1 4 technical specifications E 1 troubleshooting 8 1 using LDAP directories 5 9 web page 7 1 Cisco Unified IP Phone 7940G features 1 2 figure 1 2 Cisco Unified IP Phone 7960G features 1 2 figure 1 2 Cisco Unified IP Phone Expansion Module 7914 attaching 3 7 statistics 6 2 6 9 troubleshooting 8 12 cleaning the Cisco Unified IP Phone 8 17 codec mismatch 8 10 wideband 1 11 Communications Manager 1 5 option 4 6 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 conference 5 4 B 2 configurable call forward display 5 4 configuration file creating 8 5 overview 2 5 XmlDefault cnf xml 2 5 configuration settings restoring 8 13 configuring from a Cisco Unified IP Phone 4 2 LDAP directories 5 9 personal directories 5 9 phone button
118. ers lt gt and blank spaces Last Name Enter the end user last name You may use the following special characters lt gt 3 and blank spaces Example doe Telephone Number Enter the primary directory number for the end user End users can have multiple lines on their phones Example 26640 John Doe s internal company telephone number Step3 Click Save Step4 Proceed to the section Configuring the Phone page F 3 Configuring the Phone First perform the following procedure to identify the user s phone model and protocol Procedure To Select Phone Model and Protocol Step 1 From Cisco Unified Communications Manager administration choose Device gt Phone gt Step2 Click Add New Step3 Select the user s phone model from the Phone Type drop down list then click Next Step4 Select the device protocol SCCP or SIP from the drop down list then click Next The Phone Configuration window appears Procedure to Configure Phone On the Phone Configuration window you can use the default values for most of the fields The following procedure describes how to configure the required fields and some key additional fields Step 1 For the required fields possible values some of which are based on the example of user johndoe can be configured as follows a In the Device Information pane of this window MAC Address Enter the MAC address of the phone which is listed on a
119. erver could not be found e The DHCP server is not configured properly and authorized in the phone s CTL is not serving the correct TFTP server address In this case update the TFTP server configuration to specify the correct TFTP server e Ifthe phone is using a static IP address the phone may be configured with the wrong TFTP server address In this case enter the correct TFTP server address in the Network Configuration menu on the phone e Ifthe TFTP server address is correct there may be a problem with the CTL file In this case run the CTL client and update the CTL file making sure that the proper TFTP servers are included in this file TFTP timeout TFTP server did not respond e Network is busy The errors should resolve themselves when the network load reduces e No network connectivity between the TFTP server and the phone Verify the network connections e TFTP server is down Check configuration of TFTP server Network Statistics Screen The Network Statistics displays information about the phone and network performance Table 6 2 explains components of text messages that might appear in this screen To display the Network Statistics screen follow these steps Procedure Step1 Press the Settings button Step2 Select Status Step3 Select Network Statistics To exit the Network Statistics screen press the Exit softkey Table 6 2 Network Statistics Message Components Message Com
120. es For more information see the Status Messages Screen section on page 6 3 Network Statistics Displays the Network Statistics screen which shows Ethernet traffic statistics For more information see the Network Statistics Screen section on page 6 7 Firmware Versions Displays the Firmware Versions screen which shows information about the firmware running on the phone For more information see the Firmware Versions Screen section on page 6 8 Expansion Module Stats Displays the Expansion Module Stats screen which shows information about the Cisco Unified IP Phone Expansion Module 7914 if connected to the phone For more information see the Expansion Module Stats Screen section on page 6 9 To display the Status menu press the Settings button and then select Status To exit the Status menu press the Exit softkey Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Chapter6 Viewing Model Information Status Statistics and Security Information on the Cisco Unified IP Phone Status Messages Screen Status Menu W You can access the Status Messages screen at any time even if the phone has not finished starting up Table 6 1 describes the status messages that might appear This table also includes actions you can take to address errors that are indicated To display the Status Messages screen follow these steps Pr
121. ess Port Pinouts page E 2 Physical and Operating Environment Specifications Table E 1 shows the physical and operating environment specifications for the Cisco Unified IP Phone 7960G and 7940G Table E 1 Physical and Operating Specifications Specification Value or Range Operating temperature 32 to 104 F 0 to 40 C Operating relative 10 to 95 non condensing humidity Storage temperature 14 to 140 F 10 to 60 C Height 8 in 20 32 cm Width 10 5 in 26 67 cm Depth 6 in 15 24 cm Weight 3 5 lb 1 6 kg Power e 100 240 VAC 50 60 Hz 0 5 A when using the AC adapter e 48 VDC 0 2 A when using the in line power over the network cable Cables Two 2 pair of Category 3 for 10 Mbps cables Two 2 pair of Category 5 for 100 Mbps cables Distance Requirements As supported by the Ethernet Specification it is assumed that most Cisco Unified IP Phones should be within 330 feet 100m of a phone closet I OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Hl Appendix E Technical Specifications W Cable Specifications Cable Specifications e RJ 9 jack 4 conductor for handset and headset connection e RJ 11 jack for console access labeled AUX or RS232 e RJ 45 jack for the LAN 10 100BaseT connection labeled LAN e RJ 45 jack for a second 10 100BaseT compliant connection la
122. et button on the phone to place and answer calls using the headset You can use the headset with all of the features on the Cisco Unified IP Phone including the Volume and Mute buttons Use these buttons to adjust the ear piece volume and to mute the speech path from the headset microphone Disabling a Headset You can disable the headset through the Cisco Unified Communications Manager Administration application If you do so you also will disable the speakerphone To disable the headset from Cisco Unified Communications Manager Administration choose Device gt Phone and locate the phone that you want to modify In the Phone Configuration window for the phone Product Specific Configuration area check the Disable Speakerphone and Headset check box Using External Devices with Your Cisco Unified IP Phone The following information applies when you use external devices with the Cisco Unified IP Phone Cisco recommends the use of good quality external devices that are shielded screened against unwanted radio frequency RF and audio frequency AF signals Depending on the quality of these devices and their proximity to other devices such as mobile phones or two way radios some audio noise may still occur In these cases Cisco recommends that you take one or more of the following actions e Move the external device away from the source of the RF or AF signals e Route the external device cables away from the source of the RF or AF signa
123. ete window displays Click Finish To complete the process follow the steps in the Configuring the Synchronizer section on page A 4 Configuring the Synchronizer Open the Cisco Unified IP Phone Address Book Synchronizer If you accepted the default installation directory you can open the application by choosing Start gt All Programs gt Cisco Systems gt TabSync To configure user information click the User button Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Appendix A Providing Information to Users Via a Website Step 3 Step 4 Step 5 Step 6 How Users Configure Personal Directory Entries W The Cisco Unified CallManager User Information window displays Enter the Cisco Unified IP Phone user name and password and click OK To configure Cisco Unified Communications Manager server information click the Server button The Configure Cisco Unified CallManager Server Information window displays Enter the IP address or host name and the port number of the Cisco Unified Communications Manager server and click OK If you do not have this information contact your system administrator To start the directory synchronization process click the Synchronize button The Synchronization Status window provides information on the status of the address book synchronization If you chose the user intervention for duplicate entries rule
124. etfoctdn CISCO Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 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 Text Part Number OL 15498 01 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE ALL STATEMENTS INFORMATION AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND EXPRESS OR IMPLIED USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY The following information is for FCC compliance of Class A devices This equipment has been tested and found to comply with the limits for a Class A digital device pursuant to part 15 of the FCC rules These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instructi
125. etwork Configuration Menu Table 4 2 Network Configuration Menu Options continued Option Description To Change Connection Time in seconds after a failover that the link between the From Cisco Unified Communications Monitor Duration phone and a Cisco Unified Communications Manager Manager choose System gt Enterprise server must remain stable with no link flapping before the Parameters phone falls back from SRST to the Cisco Unified Communications Manager server PC VLAN Allows the phone to interoperate with third party switches 1 Unlock network configuration options that do not support a voice VLAN The Admin VLAN ID 2 Make sure the Admin VLAN ID option option must be set before you can change this option is set 3 Scroll to the PC VLAN option press the Edit softkey and then enter a new PC VLAN setting 4 Press the Validate softkey and then press the Save softkey Cisco Unified Communications Manager Options The CallManager Configuration menu contains the options Communications Manager 1 Communications Manager 2 Communications Manager 3 Communications Manager 4 and Communications Manager 5 These options show Cisco Unified Communications Manager servers that are available for processing calls from the phone in prioritized order To change these options use Cisco Unified Communications Manager Administration Cisco Unified CM Group Configuration For an available Cisco Unified Communic
126. ey to delete the character to the left of the cursor Press the Cancel softkey before pressing the Validat softkey or the Save softkey to discard any changes you have made Note The Cisco Unified IP Phone provides several methods that you can use to reset or restore option settings if necessary For more information see the Resetting or Restoring the Cisco Unified IP Phone section on page 8 13 Related Topics Displaying the Network Configuration Menu page 4 1 Unlocking and Locking Options page 4 2 Overview of Network Configuration Options page 4 3 Network Configuration Menu page 4 4 Overview of Network Configuration Options The settings that you can change on a phone s Network Configuration menu fall into several categories as shown in Table 4 1 For a detailed explanation of each setting and instructions for changing them see the Network Configuration Menu section on page 4 4 amp Note There are several options on the Network Configuration menu that are for display only or that you can configure from Cisco Unified Communications Manager These options are also described in the Network Configuration Menu section on page 4 4 Table 4 1 Settings Configurable from the Network Configuration Menu Network Configuration Category Description Menu Option DHCP settings Dynamic Host Configuration Protocol DHCP automatically assigns DHCP Enabled IP address to devices when you connect the
127. fied IP Phone Refer to Cisco Unified IP Phone 7960G 7940G Series Phone Guide for Cisco Unified Communications Manager 7 0 SCCP Verifies that the phone and features work correctly 8 Provide information to end users about how to use their phones See Appendix A Providing Information to Users and how to configure their phone options Via a Website Ensures that users have adequate information to successfully use their Cisco Unified IP Phones Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 ELN Chapter1 An Overview of the Cisco Unified IP Phone HZ Overview of Configuring and Installing Cisco Unified IP Phones Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 1 18 OL 15498 01 CHAPTER Preparing to Install the Cisco Unified IP Phone on Your Network Cisco Unified IP Phones enable you to communicate using voice over a data network To provide this capability the IP Phones depend upon and interact with several other key Cisco Unified IP Telephony components including Cisco Unified Communications Manager This chapter focuses on the interactions between the Cisco Unified IP Phone 7960G and 7940G and Cisco Unified Communications Manager DNS and DHCP servers TFTP servers and switches It also describes options for powering phones For related information
128. for the Cisco Unified IP Phone see the Understanding Security Features for Cisco Unified IP Phones section on page 1 7 amp Note If the Cisco Unified IP Phone model that you want to configure does not appear in the Phone Type drop down list in Cisco Unified Communications Manager Administration go to the following URL and install the latest support patch for your version of Cisco Unified Communications Manager http www cisco com kobayashi sw center sw voice shtml Related Topic e Telephony Features Available for the Cisco Unified IP Phone page 5 2 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 2 2 OL 15498 01 _ Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network Providing Power to the Cisco Unified IP Phone W Understanding How the Cisco Unified IP Phone Interacts with the VLAN The Cisco Unified IP Phone 7960G and 7940G have an internal Ethernet switch enabling proper forwarding of appropriate packets to the phone to the access port labeled 10 100 PC on the phone and to the network port labeled 10 100 SW on the phone If a computer is connected to the access port the computer and the phone share the same physical link to the switch and share the same port on the switch This shared physical link has the following implications for the VLAN configuration on the network e The current VLANs might be configured on an
129. g To check that signaling is working properly between the phone and Cisco Unified Communications Manager press the Speaker button on the phone to answer a call If you can answer a call and if you hear a dial tone signaling is working properly Checking the handset cradle clip Cisco Unified IP Phones are designed with a reversible handset clip in the cradle This clip is used with the plastic tab protruding out when the phone is in a vertical wall mounted position The position of the tab can interfere with the handset as it is placed in the cradle If the phone remains in the on hook position you may experience continued ringing when you try to answer a call or a lack of dial tone when you try to place a call To resolve this problem you may need to reverse the clip If the handset cradle clip is in the wall mounted position and your phone is placed on a desktop slide the clip upward to remove it Rotate the clip 180 degrees and slide it back in so that the tab is hidden If the hook switch remains in the down position tapping on the phone should free up the switch You can also try pushing and suddenly releasing the off hook button after the handset has been picked up Checking the hook switch contacts The hook switch contacts on the phone use a wiping action to self clean the contacts If your phone is not used regularly dust and other airborne contaminants may degrade the contact performance and cause problems with operation
130. g 8 7 network port connecting to 3 5 purpose 3 3 network requirements for installing 3 2 network settings startup configuration 3 10 network statistics 6 7 7 7 Network Statistics screen 6 2 6 7 O on hook call transfer 5 6 on hook dialing pre dial B 2 Operational VLAN Id option 4 6 other group pickup 5 6 P padlock icon 1 11 4 2 PC Port Configuration option 4 8 PC Port Disabled option 4 7 personal directories configuring 5 9 personal directory B 3 phone button templates 7940 default template 5 10 7960 default template 5 10 modifying 5 10 phone screen 1 2 physical connection verifying 8 6 plugging in Cisco Unified IP Phone 3 5 PoE 2 4 Port 1 Network web page 7 2 7 7 Port 2 Access web page 7 2 7 7 Port 3 Phone web page 7 2 7 7 power external 2 4 outage 2 4 PoE 2 4 power cycle 8 5 8 8 power over Ethernet See PoE E Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 power sources 2 4 presence enabled directories 5 6 privacy 5 7 B 2 Proxy Server URL option 4 7 Q QRT B 2 QRT softkey 5 7 8 15 quality reporting tool B 2 Quality Reporting Tool QRT 5 7 8 15 Real Time Transport Protocol See RTP redial 5 7 B 2 resetting basic 8 13 Cisco Unified IP phone 8 13 continuously 8 6 intentionally 8 8 methods 8 13 to factory values 8 14 Restore softkey 8 13 resume B 2 ring activity 5 7 ringer
131. g TLS protocol Cisco Unified Communications Manager will not register phones unless they can be authenticated by the Cisco Unified Communications Manager File authentication Validates digitally signed files that the phone downloads The phone validates the signature to make sure that file tampering did not occur after the file creation Files that fail authentication are not written to Flash memory on the phone The phone rejects such files without further processing Signaling Authentication Uses the TLS protocol to validate that no tampering has occurred to signaling packets during transmission Manufacturing installed Each Cisco Unified IP Phone contains a unique manufacturing installed certificate MIC certificate which is used for device authentication The MIC is a permanent unique proof of identity for the phone and allows Cisco Unified Communications Manager to authenticate the phone Secure SRST reference After you configure a SRST reference for security and then reset the dependent devices in Cisco Unified Communications 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 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Chapter1 An Overview of the Cisco Unified IP Phone HI U
132. g a Factory Reset section on page 8 14 If the phone still does not display characters contact a Cisco technical support representative for additional assistance Symptom The Cisco Unified IP Phone Does Not Register with Cisco Unified Communications Manager If the phone proceeds past the first stage of the startup process LED buttons flashing on and off but continues to cycle through the messages displaying on the LCD screen the phone is not starting up properly The phone cannot successfully start up unless it is connected to the Ethernet network and it has registered with a Cisco Unified Communications Manager server These sections can assist you in determining the reason the phone is unable to start up properly e Identifying Error Messages page 8 3 e Registering the Phone with Cisco Unified Communications Manager page 8 3 e Checking Network Connectivity page 8 3 e Verifying TFTP Server Settings page 8 3 e Verifying IP Addressing and Routing page 8 4 e Verifying DNS Settings page 8 4 e Verifying Cisco Unified Communications Manager Settings page 8 4 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 _ Chapter 8 Troubleshooting and Maintenance Resolving Startup Problems W e Cisco Unified Communications Manager and TFTP Services Are Not Running page 8 4 e Creating a New Configuration File page 8 5 In addition problems with securit
133. g bad packets that are between 512 and 1023 bytes in size Rx size1024to1518 Total number of packets received including bad packets that are between 1024 and 1518 bytes in size Rx size1519to1548 Total number of packets received including bad packets that are between 1519 and 1548 bytes in size Rx tokenDrop Total number of packets dropped due to lack of resources for example FIFO overflow Tx excessDefer Total number of packets delayed from transmitting due to medium being busy Tx lateCollision Number of times that collisions occurred later than 512 bit times after the start of packet transmission Tx totalGoodPkt Total number of good packets multicast broadcast and unicast received by the phone Tx Collisions Total number of collisions that occurred while a packet was being transmitted Tx fifoUnderrun Total number of transmitted packets dropped because of FIFO underrun Tx excessLength Total number of packets not transmitted because the packet experienced 16 transmission attempts Tx broadcast Total number of broadcast packets transmitted by the phone Tx multicast Total number of multicast packets transmitted by the phone Tx size64 Total number of packets transmitted including bad packets that are between 0 and 64 bytes in size Tx size65to127 Total number of packets transmitted including bad packets that are between 65 and 127 bytes in size
134. g speed dial services and voice messaging system options users must receive information from you or from your network team or be able to contact you for assistance Make sure to provide end users with the names of people to contact for assistance and with instructions for contacting those people Giving Users Access to the User Options Web Pages Before a user can access the User Options web pages you must use Cisco Unified Communications Manager Administration to add the user to a standard Cisco Unified Communications Manager end user group choose User Management gt User Groups For additional information refer to e Cisco Unified Communications Manager Administration Guide User Group Configuration chapter e Cisco Unified Communications Manager System Guide Roles and User Groups chapter I OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Appendix A Providing Information to Users Via a Website HT How Users Get Copies of Cisco Unified IP Phone Manuals How Users Get Copies of Cisco Unified IP Phone Manuals You should provide end users with access to user documentation for the Cisco Unified IP Phones Cisco Unified IP Phone 7960G and 7940G Phone Guide includes detailed user instructions for key phone features There are several Cisco Unified IP Phone models available so to assist users in finding the appropriate documentation on the
135. g to the DNS Server 1 option You should also verify that there is a CNAME entry in the DNS server for the TFTP server and for the Cisco Unified Communications Manager system You must also ensure that DNS is configured to do reverse look ups Verifying Cisco Unified Communications Manager Settings On the Cisco Unified IP Phone press the Settings button choose Network Configuration and look at the Communications Manager 1 5 options The Cisco Unified IP Phone attempts to open a TCP connection to all the Cisco Unified Communications Manager servers that are part of the assigned Cisco Unified Communications Manager group If none of these options contain IP addresses or show Active or Standby the phone is not properly registered with Cisco Unified Communications Manager See the Registering the Phone with Cisco Unified Communications Manager section on page 8 3 for tips on resolving this problem Cisco Unified Communications Manager and TFTP Services Are Not Running If the Cisco Unified Communications Manager or TFTP services are not running phones may not be able to start up properly However in such a situation it is likely that you are experiencing a system wide failure and that other phones and devices are unable to start up properly If the Cisco Communications Manager service is not running all devices on the network that rely on it to make phone calls will be affected If the TFTP service is not running many devices will not b
136. ged in an XML file Actual information logged depends on the user selection and whether the destination device is a Cisco Unified IP Phone For more information about using QRT refer to Cisco Unified Communications Manager Features and Services Guide Monitoring the Voice Quality of Calls amp To measure the voice quality of calls that are sent and received within the network Cisco Unified IP Phones use these statistical metrics that are based on concealment events The DSP plays concealment frames to mask frame loss in the voice packet stream e Concealment Ratio metrics Show the ratio of concealment frames over total speech frames An interval conceal ratio is calculated every 3 seconds e 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 e MOS LQK metrics Use a numeric score to estimate the relative voice listening quality The Cisco Unified IP Phone calculates the mean opinion score MOS for listening quality LQK based audible concealment events due to frame loss in the preceding 8 seconds and includes perceptual weighting factors such as codec type and frame size MOS LQK scores are produced by a Cisco proprietary algorithm that is an implementation of P VTQ an ITU provisional standard Note Concealment ratio and concealment seconds are pri
137. guage font date and time formatting and alphanumeric keyboard text information Network Locale Network locale associated with the phone user Identifies a set of detailed information to support the phone in a specific location including definitions of the tones and cadences used by the phone Handset Only Mode Indicates whether the speakerphone and headset are enabled No or disabled Yes on the phone When the speakerphone and headset are disabled the phone will function with the handset only User Locale Version Version of the user locale loaded on the phone Network Locale Version Version of the network locale loaded on the phone GARP Enabled Indicates whether the phone learns MAC addresses from Gratuitous ARP responses Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Chapter 7 Monitoring the Cisco Unified IP Phone Remotely Network Statistics Hil Table 7 2 Network Configuration Area Items continued Item Description Voice VLAN Enabled Indicates whether the phone allows a device attached to the PC port to access the Voice VLAN Auto Line Select Indicates whether the phone shifts the call focus to incoming calls on all Enabled lines Video Capability Indicates whether the phone can participate in video calls when connected to Enabled an appropriately equipped PC Network Stati
138. h Class of Service 6 dropped because of threshold checking cos 7 Drop Total number of packets with Class of Service 7 dropped because of threshold checking bpdu Drop Total number of Bridge Protocol Data Unit frames dropped because of threshold checking overflow Drop Total number of packets dropped because of an internal queue overflow Neighbor Device ID Identifier of a device connected to this port Neighbor IP Address IP address of the neighbor device Neighbor Port Neighbor device port to which the phone is connected Device Logs The Device Logs area on a phone s web page provide information you can use to help monitor and troubleshoot the phone e Debug Display area Provides information that may be useful to the Cisco TAC if you require assistance with troubleshooting e Stack Statistics area Displays information about the phone s stack tasks See the Stack Statistics section on page 7 11 for detailed information e Status Messages area Displays up to the 10 most recent status messages that the phone has generated since it was last powered up See the Status Messages section on page 7 11 for detailed information Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Chapter 7 Monitoring the Cisco Unified IP Phone Remotely Streaming Statistics W Stack Statistics The Debug Di
139. he device and the calling search space for the directory number get used together The directory number CSS takes precedence over the device CSS Note Calling Search Spaces are defined on the Calling Search Space Configuration window of Cisco Unified Communications Manager Administration Calling routing gt Class of Control gt Calling Search Space You can use the search field s in conjunction with the Find button to find all configured Calling Search Spaces and their current settings Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP F4 OL 15498 01 AppendixF Basic Phone Administration Steps Configuring the Phone W Location Choose the appropriate location for this Cisco Unified IP Phone Owner User ID From the drop down menu choose the user ID of the assigned phone user b Inthe Protocol Specific Information pane of this window choose a Device Security Profile from the drop down list To enable security features for a phone you must configure a new security profile for the device type and protocol and apply it to the phone If the phone does not support security choose a non secure profile Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP I OL 15498 01 M Fs Appendix F Basic Phone Administration Steps WE Configuring the Phone Step 2 f To identify the settings that
140. he information that you must provide to end users Note To configure extension mobility services for users refer to Cisco Unified Communications Manager Features and Services Guide OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter5 Configuring Features Templates Services and Users HZ Adding Users to Cisco Unified Communications Manager Adding Users to Cisco Unified Communications Manager Adding users to Cisco Unified Communications Manager allows you to display and maintain information about users and allows each user to perform these tasks e Access the corporate directory and other customized directories from a Cisco Unified IP Phone e Create a personal directory e Set up speed dial and call forwarding numbers e Subscribe to services that are accessible from a Cisco Unified IP Phone You can add users to Cisco Unified Communications Manager using either of these methods e To add users individually choose User Management gt End User from Cisco Unified Communications Manager Administration Refer to Cisco Unified Communications Manager Administration Guide for more information about adding users Refer to Cisco Unified Communications Manager System Guide for details about user information e To add users in batches use the Bulk Administration Tool This method also enables you to set an identical default password for all users
141. he phone and another device The RxType and the TxType statistics show the codec that is being used for a conversation between this IP phone and the other device The values of these statistics should match If they do not verify that the other device can handle the codec conversation or that a transcoder is in place to handle the service See the Call Statistics Screen section on page 6 10 for information about displaying these statistics Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Chapter8 Troubleshooting and Maintenance General Troubleshooting Tips W Table 8 2 Cisco Unified IP Phone Troubleshooting continued Summary Explanation Sound sample mismatch between the The RxSize and the TxSize statistics show the size of the voice packets that are being phone and another device used in a conversation between this IP phone and the other device The values of these statistics should match See the Call Statistics Screen section on page 6 10 for information about displaying these statistics Gaps in voice calls Check the AvgJtr and the MaxJtr statistics A large variance between these statistics might indicate a problem with jitter on the network or periodic high rates of network activity See the Call Statistics Screen section on page 6 10 for information about displaying these statistics Checking signalin
142. hese threats the Cisco Unified IP telephony network establishes and maintains authenticated and encrypted communication streams between a phone and the server digitally signs files before they are transferred to a phone and encrypts media streams and call signaling between Cisco Unified IP phones Table 1 2 shows where you can find additional information about security in this and other documents OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter1 An Overview of the Cisco Unified IP Phone HI Understanding Security Features for Cisco Unified IP Phones Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 1 8 OL 15498 01 Chapter1 An Overview of the Cisco Unified IP Phone Understanding Security Features for Cisco Unified IP Phones W Overview of Supported Security Features Table 1 3 provides an overview of the security features that the Cisco Unified IP Phones support For more information about these features and about Cisco Unified Communications Manager and Cisco Unified IP Phone security refer to Cisco Unified Communications Manager Security Guide For information about current security settings on a phone choose Settings gt Security Configuration For more information see the Security Configuration Menu sectio
143. hone Address Book Synchronizer Installing and Configuring the Cisco Unified IP Phone Address Book Synchronizer p Tip Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 1 Step 2 Use this tool to synchronize data stored in your Microsoft Windows address book with the Cisco Unified Communications Manager directory and the User Options Personal Address Book To successfully synchronize the Windows address book with the Personal Address Book all Windows address book users should be entered in the Windows address book before performing the following procedures Installing the Synchronizer Get the Cisco Unified IP Phone Address Book Synchronizer installer file from your system administrator Double click the TabSyncInstall exe file provided by your system administrator The publisher dialog box displays Click Run The Welcome to the InstallShield Wizard for Cisco Unified CallManager Personal Address Book Synchronizer window displays Click Next The License Agreement window displays Read the license agreement information and click the I Accept radio button Click Next The Destination Location window displays Choose the directory in which you want to install the application and click Next The Ready to Install window displays Click Install The installation wizard installs the application to your computer When the installation is complete the InstallShield Wizard Compl
144. ified Communications Manager Features and Services Guide Presence chapter Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Chapter 5 Configuring Features Templates Services and Users Telephony Features Available for the Cisco Unified IP Phone Table 5 1 Telephony Features for the Cisco Unified IP Phone continued Feature Description Configuration Reference Privacy Prevents users who share a line from adding For more information refer to Cisco themselves to a call and from viewing information on their phone screens about the other user s call Unified Communications Manager Features and Services Guide Barge and Privacy chapter Quality Reporting Allows users to use the QRT softkey on a phone to For more information refer to Tool QRT submit information about problem phone calls QRT Cisco Unified Communications Manager can be configured for either of two user modes S TA A ir les 5 ystem Guide Cisco Unified IP Phones depending upon the amount of user interaction chapter desired with QRT e Cisco Unified Communications Manager Features and Services Guide Quality Report Tool chapter Redial Allows users to call the most recently dialed phone Requires no configuration number by pressing a button Ring setting Identifies ring type used for a line when a phone has another active c
145. ightweight Directory Access Protocol 3 LDAP3 standard directory to enable users to search for co worker contact information directly from their IP phones You can also use XML to enable users to access information such as weather stocks quote of the day and other web based information For information about configuring such services see the Configuring Corporate Directories section on page 5 9 and the Setting Up Services section on page 5 11 Finally because the Cisco Unified IP Phone is a network device you can obtain detailed status information from it directly This information can assist you with troubleshooting any problems users might encounter when using their IP phones See Chapter 6 Viewing Model Information Status Statistics and Security Information on the Cisco Unified IP Phone for more information Related Topics e Configuring Network Settings on the Cisco Unified IP Phone page 4 1 e Configuring Features Templates Services and Users page 5 1 e Troubleshooting and Maintenance page 8 1 Configuring Telephony Features You can modify additional settings for the Cisco Unified IP Phone from the Cisco Unified Communications Manager Administration application Use this web based application to set up phone registration criteria and calling search spaces to configure corporate directories and services and to modify phone button templates among other tasks See the Telephony Features Available for the
146. ing Security Features for Cisco Unified IP Phones page 1 7 e Understanding Security Profiles page 1 10 e Security Restrictions page 1 11 Security Restrictions The following restrictions apply to encrypted calls e When establishing an encrypted call on a phone that is configured for encryption and associated with a wideband codec region Cisco Unified Communications Manager ignores the wideband codec and chooses another supported codec from the codec list that the phone presents If the other devices in the call are not configured for encryption Cisco Unified Communications Manager may establish the authenticated nonsecure call by using the wideband codec e A user cannot barge into an encrypted call if the phone that is used to barge is not configured for encryption When barge fails in this case a reorder tone fast busy tone plays on the phone on which the user initiated the barge OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter1 An Overview of the Cisco Unified IP Phone HZ Overview of Configuring and Installing Cisco Unified IP Phones If the initiator phone is configured for encryption the barge initiator can barge into an authenticated or nonsecure call from the encrypted phone After the barge occurs Cisco Unified Communications Manager classifies the call as nonsecure If the initiator phone is configured for encryption the ba
147. ing the file from the TFTP server the phone attempts to make a connection to the highest priority Cisco Unified Communications Manager on the list If security is implemented the phone makes a TLS connection Otherwise it makes a non secure TCP connection If the phone was manually added to the database Cisco Unified Communications Manager identifies the phone If the phone was not manually added to the database and auto registration is enabled in Cisco Unified Communications Manager the phone attempts to auto register itself in the Cisco Unified Communications Manager database Note Auto registration is disabled when security is enabled on Cisco Unified Communications Manager In this case the phone must be manually added to the Cisco Unified Communications Manager database Resolving Startup Problems page 8 1 Adding Phones to the Cisco Unified Communications Manager Database Before installing the Cisco Unified IP phone you must choose a method for adding phones to the Cisco Unified Communications Manager database These sections describe the methods e Adding Phones with Auto Registration page 2 8 e Adding Phones with Auto Registration and TAPS page 2 9 e Adding Phones with Cisco Unified Communications Manager Administration page 2 9 e Adding Phones with BAT page 2 10 Table 2 4 provides an overview of these methods for adding phones to the Cisco Unified Communications Manager database OL 15498 01
148. install a Cisco Unified IP Phone perform the following steps Table 3 1 Installing the Cisco Unified IP Phone 7960G and 7940G Task Procedure Reference 1 Connect the handset to the Handset port 2 Connect a headset to the Headset port See the Headset section on page 3 3 for Optional You can add a headset later if you do not connect one now supported headsets 3 Connect the power supply to the Cisco DC Adapter port See the Providing Power to the Cisco Opti Unified IP Phone section on page 2 3 for ptional eee guidelines 4 Connect a Category 3 or 5 straight through Ethernet cable from the See the Network and Access Ports section switch to the 10 100 SW port on page 3 3 for guidelines 5 Connect a Category 3 or 5 straight through Ethernet cable from See the Network and Access Ports section another network device such as a desktop computer to the 10 100 on page 3 3 for guidelines PC port Optional You can connect another network device later if you do not connect one now Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 m Chapter3 Setting Up the Cisco Unified IP Phone HZ installing the Cisco Unified IP Phone Figure 3 1 Cisco Unified IP Phones 7960G and 7940G Cable Connections REE E DC adaptor port DC48V for phones not provided with Access port 10 100 PC for connecting th
149. ion Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Chapter1 An Overview of the Cisco Unified IP Phone Overview of Configuring and Installing Cisco Unified IP Phones W Table 1 5 Checklist for Installing the Cisco Unified IP Phones 7960G and 7940G continued Task Purpose For More Information 5 Configure these network settings on the phone by choosing Settings gt Network Configuration Using DHCP The IP address is automatically assigned and the Cisco Unified IP Phone is directed to a TFTP Server Note Consult with the network administrator if you need to assign an alternative TFTP server instead of using the TFTP server assigned by DHCP Without DHCP You must configure the IP address TFTP server subnet mask domain name and default router locally on the phone To enable DHCP e Set DHCP Enabled to Yes e To usean alternate TFTP server set Alternate TFTP Server to Yes Enter IP address for TFTP Server 1 To disable DHCP e Set DHCP Enabled to No e Enter static IP address for phone e Enter subnet mask e Enter default router IP addresses e Enter domain name where phone resides Set Alternate TFTP Server to Yes Enter IP address for TFTP Server 1 6 Set up security on the phone See the Configuring Security on the Cisco Unified IP Phone section on page 3 10 Provides protection against data tampering threats and identity theft of phones 7 Make calls with the Cisco Uni
150. ion about network traffic to and from the 10 100 PC port on the phone This port connects the phone to a network device such as a computer For more information see the Network Statistics section on page 7 7 Port 3 Phone Displays information about network traffic to and from the phone For more information see the Network Statistics section on page 7 7 Device Logs lIncludes the following hyperlinks which provide information that you can use for troubleshooting Debug Display provides information that may be useful to the Cisco TAC if you require assistance with troubleshooting Stack Statistics Displays information about the phone s stack tasks For more information see the Device Logs section on page 7 10 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Chapter 7 Monitoring the Cisco Unified IP Phone Remotely Disabling and Enabling Web Page Access W Status Messages Displays various system messages For more information see the Device Logs section on page 7 10 e Streaming Statistics Includes the following hyperlink Stream 1 Display a variety of streaming statistics For more information see the Streaming Statistics section on page 7 11 Disabling and Enabling Web Page Access Step 1 Step 2 Step 3 Step 4 Step 5 For security purposes you may choose to prevent access to
151. ir pickup group to their phone For more information refer to Cisco Unified Communications Manager System Guide Call Pickup chapter Call waiting Indicates and allows users to answer an incoming call that rings while on another call Displays incoming call information on the phone screen Requires no configuration Caller ID Displays caller identification such as a phone For more information refer to number name or other descriptive text on the phone Cisco Unified Communications Manager area Administration Guide Configuring Cisco Unified IP Phones chapter e Cisco Unified Communications Manager System Guide Understanding Route Plans chapter e Cisco Unified Communications Manager Features and Services Guide Call Display Restrictions chapter Call Back Provides users with an audio and visual alert on the For more information refer to Cisco phone when a busy or unavailable party becomes Unified Communications Manager Features and available Services Guide Call Back chapter Conference e Allows a user to talk simultaneously with e For more information refer to Cisco Unified multiple parties by calling each participant individually Conference features include Conference Join cBarge and Meet Me e Allows a non initiator in a standard ad hoc conference to add or remove participants also allows any conference participant to join together two standard conferences on the sam
152. istration Guide Cisco Unified IP Phone Configuration chapter e Cisco Unified Communications Manager System Guide Understanding Route Plans chapter e Cisco Unified Communications Manager Features and Services Guide Call Display Restrictions chapter Call Forward Allows users to redirect incoming calls to another number For more information refer to e Cisco Unified Communications Manager Administration Guide Configuring Directory Numbers chapter e Cisco Unified Communications Manager System Guide Cisco Unified IP Phones chapter e Specifying Options that Appear on the User Options Web Pages section on page 5 12 Call park Allows users to park temporarily store a call and For more information refer to Cisco Unified then retrieve the call by using another phone in the Communications Manager Features and Services Cisco Unified Communications Manager system Guide Call Park chapter Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Chapter 5 Configuring Features Templates Services and Users E Telephony Features Available for the Cisco Unified IP Phone Table 5 1 Feature Description Telephony Features for the Cisco Unified IP Phone continued Configuration Reference Call pickup Allows users to redirect a call that is ringing on another phone within the
153. ll configured phone button templates and their current settings Softkey Template Choose the appropriate softkey template The softkey template determines the configuration of the softkeys on Cisco Unified IP Phones Leave this field blank if the common device configuration contains the assigned softkey template amp Note Softkey templates are defined on the Softkey Template Configuration window of Cisco Unified Communications Manager Administration Device gt Device Settings gt Softkey Template You can use the search field s in conjunction with the Find button to find all configured softkey templates and their current settings Common Phone Profile From the drop down list box choose a common phone profile from the list of available common phone profiles amp Note Common Phone Profiles are defined on the Common Phone Profile Configuration window of Cisco Unified Communications Manager Administration Device gt Device Settings gt Common Phone Profile You can use the search field s in conjunction with the Find button to find all configured common phone profiles and their current settings Calling Search Space From the drop down list box choose the appropriate calling search space CSS A calling search space comprises a collection of partitions analogous to a collection of available phone books that are searched to determine how a dialed number should be routed The calling search space for t
154. ls e Use shielded cables for the external device or use cables with a better shield and connector e Shorten the length of the external device cable e Apply ferrites or other such devices on the cables for the external device Cisco cannot guarantee the performance of the system because Cisco has no control over the quality of external devices cables and connectors The system will perform adequately when suitable devices are attached using good quality cables and connectors Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 3 4 OL 15498 01 _ Chapter 3 Setting Up the Cisco Unified IP Phone A Installing the Cisco Unified IP Phone W Caution 89 336 EC In European Union countries use only external headsets that are fully compliant with the EMC Directive Installing the Cisco Unified IP Phone You must connect the Cisco Unified IP Phone to the network and to a power source before using it See Figure 3 1 for a graphical representation of the connections amp Note Before you install a phone even if it is new upgrade the phone to the current firmware image Before using external devices read the Using External Devices with Your Cisco Unified IP Phone section on page 3 4 for safety and performance information Before You Begin Remove the hookswitch clip see the Handset section on page 3 3 from the cradle area To
155. m the start of the voice stream OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter6 Viewing Model Information Status Statistics and Security Information on the Cisco Unified IP Phone W Security Configuration Menu Security Configuration Menu The Security Configuration menu displays information about security on the phone and provides access to the CTL File menu and to the Trust List menu The Security Configuration menu contains these options Web Access Indicates whether web access is enabled or disabled for the phone You configure web access with Cisco Unified Communications Manager Administration Security Mode Displays the security mode that is set for the phone You configure the security mode in Cisco Unified Communications Manager Administration MIC Indicates whether a manufacturing installed certificate is installed on the phone LSC Indicates whether a locally significant certificate is installed on the phone Also lets you enter an authorization string for an LSC For more information see the Configuring Security on the Cisco Unified IP Phone section on page 3 10 CTL File If a CTL file is installed on the phone provides access to the CTL File menu A locked padlock icon in this option indicates that the CTL file is locked An unlocked padlock icon indicates that the CTL file is unlocked If a CTL file is not ins
156. m to the network DHCP Address Released Cisco Unified IP Phones enable DHCP by default OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter4 Configuring Network Settings on the Cisco Unified IP Phone HI Network Configuration Menu Table 4 1 Settings Configurable from the Network Configuration Menu Network Configuration Category Description Menu Option IP settings If you do not use DHCP in your network you can make IP settings IP Address manually Default Router 1 5 Subnet Mask Domain Name DNS Server 1 5 Port settings Allow you to set the speed and duplex of the network and access ports SW Port Configuration PC Port Configuration TFTP settings If you do not use DHCP to direct the phone to a TFTP server you must TFTP Server 1 manually assign a TFTP server You can also assign an alternative Alternate TETP Server TFTP server to use instead of the one assigned by DHCP TFTP Server 2 VLAN settings Admin VLAN ID allows you to change the administrative VLAN used Admin VLAN ID by the phone PC VLAN allows the phone to interoperate with PC VLAN third party switches that do not support a voice VLAN Related Topics e Displaying the Network Configuration Menu page 4 1 e Unlocking and Locking Options page 4 2 e Editing Values page 4 3 e Network Configuration Menu page 4 4 Network Configuration Menu
157. mary measurements based on frame loss while MOS LQK scores project a human weighted version of the same information on a scale from 5 excellent to 1 bad for measuring listening quality Listening quality scores MOS LQK relate to the clarity or sound of the received voice signal Conversational quality scores MOS CQ such as G 107 include impairment factors such as delay that degrade the natural flow of conversation For information about configuring voice quality metrics for phones refer to the Phone Features section in the Cisco Unified IP Phone chapter in Cisco Unified Communications Manager System Guide You can access voice quality metrics from the Cisco Unified IP Phone by using the Call Statistics screen see the Call Statistics Screen section on page 6 10 or remotely by using Streaming Statistics see Chapter 7 Monitoring the Cisco Unified IP Phone Remotely OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP E Chapter8 Troubleshooting and Maintenance W Monitoring the Voice Quality of Calls To use the metrics for monitoring voice quality note the typical scores under normal conditions of zero packet loss and use the metrics as a baseline for comparison It is important to distinguish significant changes from random changes in metrics Significant changes are scores that change about 0 2 MOS or greater and per
158. mation Status Statistics and Security Information on the Cisco Unified IP Phone HI Status Menu Table 6 1 Status Messages on the Cisco Unified IP Phones 7960G and 7940G continued Message Description Possible Explanation and Action Load rejected HC The application that was downloaded is not Occurs if you were attempting to install a version of compatible with the phone s hardware software on this phone that did not support hardware changes on this newer phone Check the load ID assigned to the phone from Cisco Unified Communications Manager choose Device gt Phone Re enter the load displayed on the phone See the Firmware Versions Screen section on page 6 8 to verify the phone setting No default router DHCP or static configuration did not specify a e If the phone has a static IP address verify that default router the default router has been configured See the Network Configuration Menu section on page 4 4 section for details e Ifyou are using DHCP the DHCP server has not provided a default router Check the DHCP server configuration No DNS server IP A name was specified but DHCP or static IP e Ifthe phone has a static IP address verify that configuration did not specify a DNS server the DNS server has been configured See the address Network Configuration Menu section on page 4 4 section for details e Ifyou are using DHCP the DHCP server has not provided a DNS server Check the
159. ml e Cisco Unified IP Phone 7960G 7940G Series Phone Guide e Cisco Unified IP Phone Features A Z e Cisco Unified IP Phone Expansion Module 7914 Phone Guide e Installing the Wall Mount Kit for the Cisco Unified IP Phone e Regulatory Compliance and Safety Information for Cisco Unified IP Phones e Open Source License Notices for the Cisco Unified IP Phones 7900 Series Cisco Unified Communications Manager Administration These publications are available at the following URL http www cisco com en US products sw voicesw ps556 tsd_products_support_series_home html Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Preface Cisco Unified Communications Manager Business Edition These publications are available at the following URL http www cisco com en US products ps7273 tsd_products_support_series_home html Obtaining Documentation Obtaining Support and Security Guidelines For information on obtaining documentation obtaining support providing documentation feedback 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 en US docs general whatsnew whatsnew html Cisco Product Security Overview This product contains cryptographic features and is subject to United States
160. mple electric lights electric motors or large PC monitors See Using External Devices with Your Cisco Unified IP Phone page 3 4 for more information Note In some cases hum may be reduced or eliminated by using a local power cube or power injector OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter3 Setting Up the Cisco Unified IP Phone W Understanding the Cisco Unified IP Phone 7960G and 7940G Components These environmental and hardware inconsistencies in the locations where Cisco Unified IP Phones are deployed means that there is not a single headset solution that is optimal for all environments Cisco recommends that customers test headsets in their intended environment to determine performance before making a purchasing decision and deploying en masse Audio Quality Subjective to the User Beyond the physical mechanical and technical performance the audio portion of a headset must sound good to the user and to the party on the far end Sound quality is subjective and Cisco cannot guarantee the performance of any headsets However a variety of headsets from leading headset manufacturers have been reported to perform well with Cisco Unified IP Phones See manufacturer s sites for details Connecting a Headset To connect a headset to the Cisco Unified IP Phone plug it into the Headset port on the back of the phone Press the Heads
161. munications Manager 7 0 SCCP W index overview 1 7 restrictions 1 11 enterprise parameters call forward options 5 13 user options web page defaults 5 13 Erase Configuration option 4 7 Erase softkey 8 13 error messages used for troubleshooting 8 3 Ethernet web page 7 2 7 7 Expansion Module Stats screen 6 2 6 9 extension mobility 5 5 B 2 external power 2 4 F factory reset 8 14 fast dial B 2 features configuring on phone overview 1 7 configuring with Cisco Unified Communications Manager overview 1 6 informing users about overview 1 7 figure Cisco Unified IP Phone 7940G 1 2 Cisco Unified IP Phone 7960G 1 2 Cisco Unified IP Phone 7960G 7940G cable connections 3 6 Cisco Unified IP Phone wall mount 3 9 file authentication 1 9 Firmware Versions screen 6 2 6 8 footstand adjustment knob 1 3 using to adjust phone height 3 8 G group call pickup 5 5 B 2 H handset connecting 3 3 3 5 light strip 1 2 headset audio quality 3 4 button 1 3 connecting 3 4 disabling 3 4 quality 3 4 using 3 3 3 4 headset port 3 5 height adjusting 3 8 hold 5 5 B 2 hook switch contacts 8 11 Host Name option 4 5 HTTP 1 4 Hypertext Transfer Protocol See HTTP l icon lock 1 11 padlock 1 11 shield 1 11 Idle URL option 4 7 Idle URL Time option 4 7 image authentication 1 9 immediate divert 5 6 B 2 Information URL option 4 6 installing network requirements 3 2 preparing 2 7 procedure
162. n IP phone service or es eas URL Configuration chapter Adding a Cisco Unified IP Phone Service to a Phone Button section 9 Add user information by configuring the required fields Refer to Cisco Unified Communications Manager Note Assign a password for the User Options and PIN oo Guide End User Configuration for Extension Mobility and Personal Directory cen See the Adding Users to Cisco Adds user information to the global directory for Cisco Unified Communications Manager section on Unified Communications Manager page 5 12 10 Associate a user to a user group Refer to Cisco Unified Communications Manager Assigns users a common list of roles and permissions that ao Guide apply to all users in a user group Administrators can e End User Configuration chapter End User manage user groups roles and permissions to control the Configuration Settings section mai of access and therefore the level of security for e User Group Configuration chapter Adding SYSIENIUSEIS Users to a User Group section 11 Associate a user with a phone optional Refer to Cisco Unified Communications Manager Provides users with control over their phone such as Administration Guide End User Configuration chapter Associating Devices to a User section forwarding calls or adding speed dial numbers or services Note Some phones such as those in conference rooms do not have an associated user Cisco Unifie
163. n identifies the telephony resources that a user is permitted to use such as a specific telephone extension To install and set up these features refer to the Cisco Unified Communications Manager Administration Guide LDAP System Configuration LDAP Directory Configuration and LDAP Authentication Configuration chapters After the LDAP directory configuration completes users can use the Corporate Directory service on your Cisco Unified IP Phone 7960G or 7940G to look up users in the corporate directory Configuring Personal Directory Personal Directory consists of the following features e Personal Address Book PAB e Personal Fast Dials Fast Dials e Address Book Synchronization Tool TABSynch Users can access Personal Directory features by these methods e From a web browser Users can access the PAB and Fast Dials features from the Cisco Unified Communications Manager User Options web pages e From the Cisco Unified IP Phone Users can choose Directories gt Personal Directory to access the PAB and Fast Dials features from their phones Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 g 5o Chapter5 Configuring Features Templates Services and Users HI Modifying Phone Button Templates e From a Microsoft Windows application Users can use the TABSynch tool to synchronize their PABs with Microsoft Windows Address Book WAB Customers who want
164. n on page 6 12 Note Most security features are available only if a certificate trust list CTL is installed on the phone For more information about the CTL refer to Configuring the Cisco CTL Client chapter in Cisco Unified Communications Manager Security Guide Table 1 3 Overview of Security Features Feature Description Image authentication Signed binary files with the extension sbn prevent tampering with the firmware image before it is loaded on a phone Tampering with the image causes a phone to fail the authentication process and reject the new image Customer site certificate Each Cisco Unified IP Phone requires a unique certificate for device authentication installation Phones include a manufacturing installed certificate MIC but for additional security you can specify in Cisco Unified Communications Manager Administration that a certificate be installed by using the CAPF Alternatively you can install an LSC from the Security Configuration menu on the phone See the Configuring Security on the Cisco Unified IP Phone section on page 3 10 for more information Device authentication Occurs between the Cisco Unified Communications Manager server and the phone when each entity accepts the certificate of the other entity Determines whether a secure connection between the phone and a Cisco Unified Communications Manager should occur and if necessary creates a secure signaling path between the entities usin
165. nance 8 1 Resolving Startup Problems 8 1 Symptom The Cisco Unified IP Phone Does Not Go Through its Normal Startup Process 8 2 Symptom The Cisco Unified IP Phone Does Not Register with Cisco Unified Communications Manager 8 2 Identifying Error Messages 8 3 Registering the Phone with Cisco Unified Communications Manager 8 3 Checking Network Connectivity 8 3 Verifying TFTP Server Settings 8 3 Verifying IP Addressing and Routing 8 4 Verifying DNS Settings 8 4 Verifying Cisco Unified Communications Manager Settings 8 4 Cisco Unified Communications Manager and TFTP Services Are Not Running 8 4 Creating a New Configuration File 8 5 Symptom Cisco Unified IP Phone Unable to Obtain IP Address 8 6 Cisco Unified IP Phone Resets Unexpectedly 8 6 Verifying Physical Connection 8 6 Identifying Intermittent Network Outages 8 7 Verifying DHCP Settings 8 7 Checking Static IP Address Settings 8 7 Verifying Voice VLAN Configuration 8 7 Verifying that the Phones Have Not Been Intentionally Reset 8 8 Eliminating DNS or Other Connectivity Errors 8 8 Troubleshooting Cisco Unified IP Phone Security 8 9 General Troubleshooting Tips 8 10 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP viii OL 15498 01 APPENDIX A APPENDIX APPENDIX APPENDIX APPENDIX General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module 7914 8 12 Resetting or Restoring the Cisco
166. nd interval of the voice stream For more information see the Monitoring the Voice Quality of Calls section on page 8 15 Note The MOS LQK score can vary based on the type of codec that the Cisco Unified IP Phone uses Avg MOS LQK Average MOS LQK score observed for the entire voice stream Min MOS LQK Lowest MOS LQK score observed from start of the voice stream Max MOS LQK Baseline or highest MOS LQK score observed from start of the voice stream These codecs provide the following maximum MOS LQK score under normal conditions with no frame loss e G 711 gives 4 5 e G 729 A AB gives 3 7 MOS LQK Version Version of the Cisco proprietary algorithm used to calculate MOS LQK scores Cmltve Conceal Ratio Total number of concealment frames divided by total number of speech frames received from start of the voice stream Interval Conceal Ratio Ratio of concealment frames to speech frames in preceding 3 second interval of active speech If using voice activity detection VAD a longer interval might be required to accumulate 3 seconds of active speech Max Conceal Ratio Highest interval concealment ratio from start of the voice stream Conceal Secs Number of seconds that have concealment events lost frames from the start of the voice stream includes severely concealed seconds Severely Conceal Secs Number of seconds that have more than 5 percent concealment events lost frames fro
167. nd you want to change this default server you must use the TFTP Server 1 option If you set the Alternate TFTP option to yes you must enter a non zero value for the TFTP Server 1 option If the primary TFTP server is not listed in the CTL file on the phone you must unlock the CTL file before you can save changes to the TFTP Server 1 option In this case the phone will delete the CTL file when you save changes to the TFTP Server option For information about the CTL file refer to Cisco Unified Communications Manager Security Guide For information about unlocking the CTL file see the Security Configuration Menu section on page 6 12 1 Set the Alternate TFTP option to Yes 2 Scroll to the TFTP Server 1 option press the Edit softkey and then enter a new TFTP server IP address 3 Press the Validate softkey and then press the Save softkey OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter 4 Configuring Network Settings on the Cisco Unified IP Phone HI Network Configuration Menu Table 4 2 Option Network Configuration Menu Options continued Description To Change Default Router 1 Default Router 2 Default Router 3 Default Router 4 Default Router 5 Default router used by the phone Default Router 1 and optional backup routers Default Router 2 5 1 Set the DHCP Enabled option to No 2
168. nderstanding Security Features for Cisco Unified IP Phones Table 1 3 Overview of Security Features continued Feature Description Media encryption Uses SRTP to ensure that the media streams between supported devices proves secure and that only the intended device receives and reads the data Includes creating a media master key pair for the devices delivering the keys to the devices and securing the delivery of the keys while the keys are in transport Signaling Encryption Ensures that all SCCP signaling messages that are sent between the device and the Cisco Unified Communications Manager server are encrypted CAPF Certificate Authority Proxy Function Implements parts of the certificate generation procedure that are too processing intensive for the phone and it interacts with the phone for key generation and certificate installation The CAPF can be configured to request certificates from customer specified certificate authorities on behalf of the phone or it can be configured to generate certificates locally Security profiles Defines whether the phone is nonsecure authenticated or encrypted Optional disabling of the web server functionality for a phone You can prevent access to a phone s web page which displays a variety of operational statistics for the phone Phone hardening Additional security options which you control from Cisco Unified Communications Manager Administration
169. ne image The Cisco Unified IP Phone has non volatile Flash memory in which it stores firmware images and user defined preferences At startup the phone runs a bootstrap loader that loads a phone image stored in Flash memory Using this image the phone initializes its software and hardware Resolving Startup Problems page 8 1 Configure the VLAN If the Cisco Unified IP Phone is connected to a Cisco Catalyst switch the switch next informs the phone of the voice VLAN defined on the switch The phone needs to know its VLAN membership before it can proceed with the Dynamic Host Configuration Protocol DHCP request for an IP address e Network Configuration Menu page 4 4 e Resolving Startup Problems page 8 1 Obtain an IP address If the Cisco Unified IP Phone is using DHCP to obtain an IP address the phone queries the DHCP server to obtain one If you are not using DHCP in your network you must assign static IP addresses to each phone locally e Network Configuration Menu page 4 4 e Resolving Startup Problems page 8 1 Access a TFTP server In addition to assigning an IP address the DHCP server directs the Cisco Unified IP Phone to a TFTP Server If the phone has a statically defined IP address you must configure the TFTP server locally on the phone the phone then contacts the TFTP server directly Note You can also assign an alternative TFTP server to use instead of the one assigned by DHCP e Netw
170. nfigure their network settings and add them to Cisco Unified Communications Manager you must then use the Cisco Unified Communications Manager Administration application to configure telephony features optionally modify phone templates set up services and assign users This chapter provides an overview of these configuration and set up procedures Cisco Unified Communications Manager documentation provides detailed instructions for these procedures This chapter also explains how you control access to options on the Cisco Unified Communications Manager User Options web pages For suggestions about how to provide users with information about features and what information to provide see Appendix A Providing Information to Users Via a Website For information about setting up phones in non English environments see Appendix C Supporting International Users This chapter includes following topics e Telephony Features Available for the Cisco Unified IP Phone page 5 2 e Creating Custom Phone Rings page 5 9 e Configuring Corporate and Personal Directories page 5 9 e Modifying Phone Button Templates page 5 10 e Configuring Softkey Templates page 5 11 e Setting Up Services page 5 11 e Adding Users to Cisco Unified Communications Manager page 5 12 e Managing the User Options Web Pages page 5 12 I OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP
171. nified Communications Manager functionality with a limited feature set This router assumes control of call processing if all other Cisco Unified Communications Manager servers become unreachable The SRST Cisco Unified Communications Manager always appears last in the list of servers even if it is active An item will include a shield icon if the phone has an authenticated connection to the Cisco Unified Communications Manager server It will display a padlock icon if the phone has an authenticated connection to the Cisco Unified Communications Manager server Information URL URL of the help text that appears on the phone Directories URL URL of the server from which the phone obtains directory information Messages URL URL of the server from which the phone obtains message services Services URL URL of the server from which the phone obtains Cisco Unified IP Phone services DHCP Enabled Indicates whether DHCP is being used by the phone DHCP Address Indicates the setting of the DHCP Address Released option on the phone s Released Network Configuration menu Alternate TFTP Indicates whether the phone is using an alternative TFTP server Erase Configuration Indicates the setting of the Erase Configuration option on the phone s Network Configuration menu OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP
172. nter this key sequence correctly the phone displays this prompt Keep network cfg 1 yes 2 no To maintain existing network configuration settings for the phone when the phone resets press 1 To reset network configuration settings when the phone resets press 2 If you press another key or do not respond to this prompt within 60 seconds the will continue with its normal startup process and will not reset Otherwise the phone goes through the factory reset process Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 _ Chapter 8 Troubleshooting and Maintenance Using the Quality Report Tool W Using the Quality Report Tool The Quality Report Tool QRT is a voice quality and general problem reporting tool for the Cisco Unified IP Phone 7960G 7940G This tool is installed as part of the Cisco Unified Communications Manager installation You can configure users Cisco Unified IP Phone with QRT so they can report problems with phone calls Users can report issues by using the Cisco Unified IP Phone softkey labeled QRT The QRT softkey is available only when the Cisco Unified IP Phone is in the Connected Connected Conference Connected Transfer and or OnHook states When users press the QRT softkey on their IP phone they are presented with a list of problem categories Users can then choose the appropriate problem category and their feedback is log
173. ntification MCID 5 6 meet me conference 5 6 multilevel precedence and preemption MLPP 5 6 music on hold 5 6 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 on hook call transfer 5 6 other group pickup 5 6 presence enabled directories 5 6 privacy 5 7 redial 5 7 ring activity 5 7 services 5 7 Services URL button 5 7 shared line 5 7 speed dialing 5 7 Time of Day Routing 5 8 transfer 5 8 video mode 5 8 video support 5 8 voice messaging system 5 8 templates phone button 7940 default 5 10 7960 default 5 10 TFTP description 1 5 troubleshooting 8 3 TFTP Server option 4 5 TFTP Server 2 option 4 8 time displayed on phone 3 2 Time of Day Routing 5 8 TLS 1 5 2 5 transfer 5 8 B 3 Transmission Control Protocol See TCP Transport Layer Security See TLS Trivial File Transfer Protocol See TFTP troubleshooting Cisco Unified Communications Manager settings 8 4 Cisco Unified IP Phone 8 1 Cisco Unified IP Phone Expansion Module 7914 8 12 DHCP 8 7 DNS 8 8 Index W DNS settings 8 4 DTMF delay 8 10 gaps in voice calls 8 11 hook switch contacts 8 11 IP addressing and routing 8 4 loopback condition 8 12 network connectivity 8 3 network outages 8 7 phones resetting 8 8 8 10 physical connection 8 6 security 8 9 services on Cisco Unified Communications Manager 8 4 sound sample mismatch 8 11 TFTP settings 8 3 VLAN configuration 8 7 v
174. nting Cisco Unified IP Phone 3 8 web page about 7 1 accessing 7 2 Debug Display 7 2 7 10 Device Information 7 2 7 3 disabling access to 7 3 Ethernet 7 2 7 7 Network Configuration 7 4 Network Configuration web page 7 2 XmlDefault cnf xm 2 5 E Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01
175. ocedure Step1 Press the Settings button Step2 Select Status Step3 Select Status Messages To exit the Status Messages screen press the Exit softkey Table 6 1 Status Messages on the Cisco Unified IP Phones 7960G and 7940G Message Description Possible Explanation and Action BootP server used The phone obtained its IP address from a BootP server rather than a DHCP server None This message is informational only File auth error An error occurred when the phone tried to validate the signature of a signed file This message includes the name of the file that failed e The file is corrupted If the file is a phone configuration file delete the phone from the Cisco Unified Communications Manager database using Cisco Unified Communications Manager Administration Then add the phone back to the Cisco Unified Communications Manager database using Cisco Unified Communications Manager Administration e There is a problem with the CTL file and the key for the server from which files are obtained is bad In this case run the CTL client and update the CTL file making sure that the proper TFTP servers are included in this file OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter 6 Viewing Model Information Status Statistics and Security Information on the Cisco Unified IP Phone HI Status Menu Table 6 1 Mess
176. ocks or unlocks the options depending on the previous state Make sure to lock options after you have made your changes Caution Do not press to unlock options and then immediately press again to lock options The phone will interpret this sequence as which will reset the phone To lock options after unlocking them wait at least 10 seconds before you press again Related Topics e Displaying the Network Configuration Menu page 4 1 e Editing Values page 4 3 e Overview of Network Configuration Options page 4 3 e Network Configuration Menu page 4 4 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Chapter4 Configuring Network Settings on the Cisco Unified IP Phone Editing Values W Editing Values When you edit the value of an option setting on the Network Configuration menu follow these guidelines Use the keys on the telephone keypad to enter numbers and letters To enter letters using the keypad use a corresponding number key Press the key one or more times to display a particular letter For example press the 2 key once for a twice quickly for b and three times quickly for c After you pause the cursor automatically advances to allow you to enter the next letter To enter a period for example in an IP address press the period softkey To correct a mistake press the lt lt softk
177. oice quality 8 10 Trust List menu CAPF option 6 14 Communications Manager TFTP option 6 14 Communications Manager option 6 14 description 6 12 displaying 6 14 SRST option 6 14 U UDP 1 5 Unlock softkey 6 13 ser Datagram Protocol See UDP ser Locale option 4 8 C G ser Locale Version option 4 8 ser Options web page description 5 12 giving users access to 5 12 A 1 user options web page call forward settings 5 12 users I OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP W index accessing voice messaging system A 3 adding to Cisco Unified Communications Manager 5 12 configuring personal directories A 3 documentation for A 2 how they get support A 1 required information A 1 subscribing to services A 2 user settings resetting 8 13 V video B 3 video mode 5 8 video support 5 8 VLAN auxiliary for voice traffic 2 3 configuring for voice networks 2 3 native for data traffic 2 3 verifying 8 7 voice messaging system B 3 feature description 5 8 voice messaging system accessing A 3 voice quality metrics B 3 voice VLAN 2 3 volume button 1 3 Port 1 Network 7 2 7 7 Port 2 Access 7 2 7 7 Port 3 Phone 7 2 7 7 preventing access to 7 3 Stack Statistics 7 2 7 10 Status Messages 7 3 7 10 7 11 Stream 0 7 3 Stream 1 7 3 7 11 Stream 2 7 3 wideband codec 1 11 wW wall mou
178. om the Security Configuration menu on the phone This menu also lets you update or remove an LSC Before you do so make sure that the appropriate Cisco Unified Communications Manager and the Certificate Authority Proxy Function CAPF security configurations are complete e The CTL file should have a CAPF certificate e The CAPF certificate must exist in the usr local cm security certs folder in every server in the cluster e The CAPF is running and configured e The phone should have the correct load file To verify the image choose Settings gt Status gt Firmware Versions The application load file should begin with P00308 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Es OL 15498 01 _ Chapter 3 Setting Up the Cisco Unified IP Phone Step 1 Step 2 Step 3 Step 4 Step 5 Configuring Security on the Cisco Unified IP Phone W Refer to Cisco Unified Communications Manager Security Guide for more information To configure an LSC on the phone perform these steps Procedure Obtain the CAPF authentication code that was set when the CAPF was configured From the phone choose Settings gt Security Configuration amp Note You can control access to the Settings Menu by using the Settings Access field in the Cisco Unified Communications Manager Administration Phone Configuration window For more information see the Cisco Unified Communications M
179. on file may be damaged See the Creating a New Configuration File section on page 8 5 for assistance Checking Network Connectivity If the network is down between the phone and the TFTP server or Cisco Unified Communications Manager the phone cannot start up properly Ensure that the network is currently running Verifying TFTP Server Settings The Cisco Unified IP Phone uses the TFTP Server 1 setting to identify the primary TFTP server used by the phone You can determine this setting by pressing the Settings button on the phone choosing Network Configuration and scrolling to the TFTP Server 1 option If you have assigned a static IP address to the phone you must manually enter a setting for the TFTP Server 1 option See the Network Configuration Menu section on page 4 4 If you are using DHCP the phone obtains the address for the TFTP server from the DHCP server Check the IP address configured in Option 150 You can also enable the phone to use an alternate TFTP server Such a setting is particularly useful if the phone was recently moved from a from one location to another See the Network Configuration Menu section on page 4 4 for instructions OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter8 Troubleshooting and Maintenance HI Resolving Startup Problems Verifying IP Addressing and Routing You should verify the IP
180. on manual may cause harmful interference to radio communications Operation of this equipment in a residential area is likely to cause harmful interference in which case users will be required to correct the interference at their own expense The following information is for FCC compliance of Class B devices The equipment described in this manual generates and may radiate radio frequency energy If it is not installed in accordance with Cisco s installation instructions it may cause interference with radio and television reception This equipment has been tested and found to comply with the limits for a Class B digital device in accordance with the specifications in part 15 of the FCC rules These specifications are designed to provide reasonable protection against such interference in a residential installation However there is no guarantee that interference will not occur in a particular installation Modifying the equipment without Cisco s written authorization may result in the equipment no longer complying with FCC requirements for Class A or Class B digital devices In that event your right to use the equipment may be limited by FCC regulations and you may be required to correct any interference to radio or television communications at your own expense You can determine whether your equipment is causing interference by turning it off If the interference stops it was probably caused by the Cisco equipment or one of its peripheral devices
181. ons Manager by selecting 7914 14 Button Line Expansion Module in the Module 1 or Module 2 fields and selecting the appropriate expansion module firmware See Step 6 in the following procedure e After the phone is configured in Cisco Unified Communications Manager To configure the Cisco Unified IP Phone Expansion Module 7914 on the Cisco Unified IP Phone follow these steps Procedure Log in to the Cisco Unified Communications Manager Administration application From the menu choose Device gt Phone The Find and List Phone window displays You can search for one or more phones that you want to configure for the Cisco Unified IP Phone Expansion Module 7914 Select and enter your search criteria and click Find The Find and List Phone window reopens showing a list of the phones matching your search criteria Click the IP Phone that you want to configure for the Cisco Unified IP Phone Expansion Module 7914 The Phone Configuration window displays Scroll to the Expansion Module Information section of the window To add support for one expansion module in the Module 1 field select 7914 14 Button Line Expansion Module To add support for a second expansion module in the Module 2 field select 7914 14 Button Line Expansion Module In the Firmware Load Information section of the window there are two fields for specifying the firmware load for Modules 1 and 2 You can leave these fields blank to use the default firmware load Scroll
182. operly If the phone does not start up properly see the Resolving Startup Problems section on page 8 1 Configuring Startup Network Settings If you are not using DHCP in your network you must configure these network settings on the Cisco Unified IP Phone after installing the phone on the network e IP address e IP subnet mask e Default gateway IP address e Domain name e DNS server IP address e TFTP server IP address Collect this information and see Chapter 4 Configuring Network Settings on the Cisco Unified IP Phone Configuring Security on the Cisco Unified IP Phone The security features protects against several threats including threats to the identity of the phone and to data These features establish and maintain authenticated communication streams between the phone and the Cisco Unified Communications Manager server and digitally sign files before they are delivered For more information about the security features see the Understanding Security Features for Cisco Unified IP Phones section on page 1 7 Also refer to Cisco Unified Communications Manager Security Guide A Locally Significant Certificate LSC installs on phones after you perform the necessary tasks that are associated with the CAPF You can use Cisco Communications Manager Administration to configure an LSC as described in Cisco Unified Communications Manager Security Guide Alternatively you can initiate the installation of an LSC fr
183. or Website are the property of their respective owners The use of the word partner does not imply a partnership relationship between Cisco and any other company 0805R Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Copyright 2008 Cisco Systems Inc All rights reserved CONTENTS Preface xiii Overview xiii Audience xiii Organization xiii Related Documentation xiv Obtaining Documentation Obtaining Support and Security Guidelines xv Cisco Product Security Overview xv Document Conventions xv cHapTeER 1 An Overview of the Cisco Unified IP Phone 1 1 Understanding the Cisco Unified IP Phones 7960G and 7940G 1 1 What Networking Protocols Are Used 1 4 What Features are Supported on the Cisco Unified IP Phones 7960G and 7940G 1 5 Feature Overview 1 6 Configuring Telephony Features 1 6 Configuring Network Parameters Using the Cisco Unified IP Phone 1 7 Providing Users with Feature Information 1 7 Understanding Security Features for Cisco Unified IP Phones 1 7 Overview of Supported Security Features 1 9 Understanding Security Profiles 1 10 Identifying Encrypted and Authenticated Phone Calls 1 11 Security Restrictions 1 11 CAPF Interaction when the Phone Resets 1 12 Overview of Configuring and Installing Cisco Unified IP Phones 1 12 Configuring Cisco Unified IP Phones in Cisco Unified Communications Manager 1 13 Checklist for Configuring the Cisco Unified IP Phon
184. or call control You can configure the Cisco Unified IP Phone to use either SCCP or SIP Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 _ Chapter 1 An Overview of the Cisco Unified IP Phone Table 1 1 Networking Protocol What Features are Supported on the Cisco Unified IP Phones 7960G and 7940G Purpose Supported Networking Protocols on the Cisco Unified IP Phone continued Usage Notes Skinny Client Control Protocol SCCP SCCP includes a messaging set that allows communications between call control servers and endpoint clients such as IP Phones SCCP is proprietary to Cisco Systems Cisco Unified IP Phones use SCCP for call control You can configure the Cisco Unified IP Phone to use either SCCP or Session Initiation Protocol SIP Transmission Control Protocol TCP TCP is a connection oriented transport protocol Cisco Unified IP Phones use TCP to connect to Cisco Unified Communications Manager and to access XML services Transport Layer Security TLS TLS is a standard protocol for securing and authenticating communications When security is implemented Cisco Unified IP Phones use the TLS protocol when securely registering with Cisco Unified Communications Manager and when communicating with the Certificate Authority Proxy Function CAPF Trivial File Transfer Protocol TFTP TFTP allows you
185. ored For more information refer to e Cisco Unified Communications Manager Administration Guide Cisco Unified IP Phone Configuration chapter e Cisco Unified Communications Manager System Guide Cisco Unified IP Phones chapter OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP E Chapter 5 Configuring Features Templates Services and Users E Telephony Features Available for the Cisco Unified IP Phone Table 5 1 Telephony Features for the Cisco Unified IP Phone continued Feature Description Configuration Reference Time of Day Restricts access to specified telephony features by For more information refer to Routing time period e Cisco Unified Communications Manager Administration Guide Time Period Configuration chapter e Cisco Unified Communications Manager System Guide Time of Day Routing chapter Transfer direct transfer Transfer The first invocation of Transfer will always initiate a new call by using the same directory number after putting the active call on hold Direct Transfer This transfer joins two established calls call is in hold or in connected state into one call and drops the feature initiator from the call Direct Transfer does not initiate a consultation call and does not put the active call on hold For more information refer to the Cisco Unified Communications Man
186. ork Configuration Menu page 4 4 e Resolving Startup Problems page 8 1 Request the CTL file The TFTP server stores the certificate trust list CTL file This file contains a list of Cisco Unified Communications Managers and TFTP servers that the phone is authorized to connect to It also contains the certificates necessary for establishing a secure connection between the phone and Cisco Unified Communications Manager For more information refer to the Cisco Unified Communications Manager Security Guide Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Chapter2 Preparing to Install the Cisco Unified IP Phone on Your Network Adding Phones to the Cisco Unified Communications Manager Database Table 2 3 Cisco Unified IP Phone 7960G and 7940G Startup Process continued Task Description Related Topics 7 Request the configuration file e Adding Phones to the Cisco The TFTP server has configuration files which define parameters for connecting to Cisco Unified Communications Manager and other information for the phone Unified Communications Manager Database page 2 7 e Resolving Startup Problems page 8 1 Contact Cisco Unified Communications Manager The configuration file defines how the Cisco Unified IP Phone communicates with Cisco Unified Communications Manager and provides a phone with its load ID After obtain
187. ork card cannot receive power through the network connection if power comes through the connection the network card can be destroyed To protect a network card wait 10 seconds or longer after unplugging the cable from the phone before plugging it into a computer This delay gives the switch enough time to recognize that there is no longer a phone on the line and to stop providing power to the cable Changing the telephone configuration By default the network configuration options are locked to prevent users from making changes that could impact their network connectivity You must unlock the network configuration options before you can configure them See the Unlocking and Locking Options section on page 4 2 for details Phone resetting The phone resets when it loses contact with the Cisco Unified Communications Manager software This lost connection can be due to any network connectivity disruption including cable breaks switch outages and switch reboots LCD display issues If the display appears to have rolling lines or a wavy pattern it might be interacting with certain types of older fluorescent lights in the building Moving the phone away from the lights or replacing the lights should resolve the problem Dual Tone Multi Frequency DTMF delay When you are on a call that requires keypad input if you press the keys too quickly some of them might not be recognized Codec mismatch between t
188. ou have made but that the phone has not written to its phone Flash memory to previously saved settings then restarts the phone Restore softkey Choose Settings gt more and then press __ Resets any user and network configuration changes that the Restore softkey you have made but that the phone has not written to its Flash memory to previously saved settings Default softkey Choose Settings gt more and press the Resets ring type display contrast handset volume Default softkey headset volume speaker volume and ringer volume to their default values Erase softkey Unlock phone options see the Resets user and network configuration settings to their Unlocking and Locking Options section default values deletes the CTL file from the phone and on page 4 2 Then choose Settings gt restarts the phone more and press the Erase softkey Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 SEE Chapter8 Troubleshooting and Maintenance HZ Resetting or Restoring the Cisco Unified IP Phone Performing a Factory Reset Note Step 1 Step 2 Step 3 Step 4 When you perform a factory reset of the Cisco Unified IP Phone the following information is erased or reset to its default value e CTL file Erased e LSC Erased e User configuration settings Reset to default values e Network configuration settings Reset to default values op
189. ou to adjust the angle of the phone base button 6 Directories button Opens closes the Directories menu Use it to access call logs and cman directories 7 button Provides access to online Help 8 Settings button Opens closes the Settings menu 9 Speaker button Toggles the speakerphone on or off I 10 Mute button Toggles the Mute feature on or off 4A 11 Headset button Toggles the headset on or off e 12 Volume button Controls the handset headset and speakerphone volume off hook and G gt the ringer volume on hook adjusts contrast settings 13 Services button Opens closes the Services menu em 14 Messages button Auto dials your voice message service varies by service 15 Navigation button Allows you to scroll through menus and highlight items When the phone Ti is on hook displays phone numbers from your Placed Calls log 16 Keypad Allows you to dial phone numbers enter letters and choose menu items 17 Softkey buttons Each activates a softkey option displayed on your touchscreen C I OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter1 An Overview of the Cisco Unified IP Phone HE What Networking Protocols Are Used What Networking Protocols Are Used Cisco Unified IP Phones support several industry standard and Cisco networking protocols required for voice communication Table 1 1 provides an overview
190. ower or with Power over Ethernet PoE External power is provided through a separate power supply PoE is provided by a switch through the Ethernet cable attached to a phone Note When you install a phone that is powered with external power connect the power supply to the phone and to a power outlet before you connect the Ethernet cable to the phone When you remove a phone that is powered with external power disconnect the Ethernet cable from the phone before you disconnect the power supply OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter2 Preparing to Install the Cisco Unified IP Phone on Your Network HI Providing Power to the Cisco Unified IP Phone These sections provide more information about powering a phone e Power Guidelines page 2 4 e Power Outage page 2 4 e Obtaining Additional Information about Power page 2 4 Power Guidelines Table 2 1 provides guidelines for powering the Cisco Unified IP Phone 7960G and 7940G Table 2 1 Guidelines for Powering the Cisco Unified IP Phone 7960G and 7940G Power Type Guidelines External power Provided through the e The Cisco Unified IP Phones use the CP PWR CUBE 3 power supply CP PWR CUBE 3 external power supply PoE power Provided by a switch through the e The Cisco Unified IP Phones support PoE Ethemet cable attached to the phone e The inline power patch panel WS PWR P
191. ponent Description Rcv Frames Number of packets received by the phone Xmt Number of packets transmitted by the phone REr Number of error packets received by the phone Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 a 67 Chapter 6 Viewing Model Information Status Statistics and Security Information on the Cisco Unified IP Phone W Status Menu Table 6 2 Network Statistics Message Components continued Message Component Description Bcast Number of broadcast packets received by the phone One of the following values Initialized TCP timeout CM closed TCP TCP Bad ACK CM reset TCP CM aborted TCP CM NAKed KeepaliveTO Failback Phone Keypad Phone Re IP Reset Reset Reset Restart Phone Reg Rej Load Rejected HC CM ICMP Unreach Phone Abort Cause of the last reset of the phone Elapsed Time Amount of time that has elapsed since the phone last rebooted Port 1 Link state and connection of the PC port for example Auto 100 Mb Full Duplex means that the PC port is in a link up state and has auto negotiated a full duplex 100 Mbps connection Port 2 Link state and connection of the Network port Firmware Versions Screen The Firmware Versions screen displays the following information about the firmware running on the phone e App Load ID Version of the phone application running on the phone e Boot Load
192. r option 4 4 Communications Manager 1 5 option 4 6 Default Router 1 5 option 4 6 DHCP Address Released option 4 7 DHCP Enabled option 4 7 DHCP Server option 4 4 Directories URL option 4 6 displaying 4 1 DNS Server 1 5 option 4 6 Domain Name option 4 5 editing options 4 3 editing values 4 2 Erase Configuration option 4 7 Host Name option 4 5 Idle URL option 4 7 Idle URL Time option 4 7 Information URL option 4 6 IP Address option 4 5 I OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP W index locking options 4 2 MAC Address option 4 5 Messages URL option 4 6 Network Locale option 4 8 Network Locale Version option 4 8 Operational VLAN Id option 4 6 PC Port Configuration URL option 4 8 PC Port Disabled option 4 7 Proxy Server URL option 4 7 Services URL option 4 7 Subnet Mask option 4 5 SW Port Configuration option 4 8 TFTP Server 1 option 4 5 TFTP Server 2 option 4 8 unlocking options 4 2 User Locale Option 4 8 User Locale Version option 4 8 Network Configuration web page 7 2 7 4 network connection moving 8 10 network connections access port 3 3 network connectivity verifying 8 3 networking protocol BootP 1 4 CDP 1 4 DHCP 1 4 HTTP 1 4 IP 1 4 RTP 1 4 SCCP 1 5 SIP 1 4 TCP 1 5 TFTP 1 5 UDP 1 5 networking protocols supported 1 4 Network Locale option 4 8 Network Locale Version option 4 8 network outages identifyin
193. r than host names Duplicate IP Another device is using the IP address assigned e If the phone has a static IP address verify that to the phone you have not assigned a duplicate IP address See the Network Configuration Menu section on page 4 4 section for details e If you are using DHCP check the DHCP server configuration Error update locale One or more localization files could not be From Cisco Unified Operating System found in the TFTPPath directory or were not Administration check that the following files are valid The locale was not changed located within the subdirectories in TFTP File Management e Located in subdirectory with same name as network locale tones xml e Located in subdirectory with same name as user locale glyphs xml dictionary xml kate xml IP address released The phone has been configured to release its IP The phone remains idle until it is power cycled or you address reset the DHCP address See the Network Configuration Menu section on page 4 4 section for details Load ID incorrect Load ID of the software file is of the wrong Check the load ID assigned to the phone from Cisco type Unified Communications Manager choose Device gt Phone Verify that the load ID is entered correctly Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 a oes Chapter6 Viewing Model Infor
194. rge initiator can barge into an encrypted call and the phone indicates that the call is encrypted A user can barge into an authenticated call even if the phone that is used to barge is nonsecure The authentication icon continues to appear on the authenticated devices in the call even if the initiator phone does not support security CAPF Interaction when the Phone Resets The following examples describe how CAPF interacts with the Cisco Unified IP Phone when the phone is reset by a user or by Cisco Unified Communications Manager In these examples if an LSC does not already exist in the phone and if By Existing Certificate is selected for the CAPF Authentication Mode the CAPF certificate operation will fail Example 1 In this example the phone is reset after you configure the Device Security Mode to Nonsecure and the CAPF Authentication Mode to By Null String or By Existing Certificate Precedence After the phone resets it immediately registers with the primary Cisco Unified Communications Manager and receives the configuration file The phone then automatically initiates a session with CAPF to download the LSC After the LSC exists in the phone configure the Device Support Mode to Authenticated or Encrypted Example 2 In this example the phone is reset after you configure the Device Security Mode to Authenticated or Encrypted and the CAPF Authentication Mode to By Null String or By Existing Certificate Precedence The phone
195. rifying the Phone Startup Process il Step3 Insert two screws into a wall stud matching them to the two screw holes on the back of the footstand The keyholes fit standard phone jack mounts Step4 Hang the phone on the wall Figure 3 2 Parts Used in Wall Mounting the Cisco Unified IP Phone 77869 1 Footstand adjustment button Raises and lowers adjustment plate 2 Wall mounting screw holes 3 Adjustment plate Raises and lowers phone vertically Verifying the Phone Startup Process After the Cisco Unified IP Phone has power connected to it the phone begins its startup process by cycling through the following steps 1 These buttons flash on and off in sequence Headset Mute Speaker 2 The LCD screen displays the Universal Application Loader screen 3 The LCD screen displays a series of messages that inform you of various activities that the phone performs as it starts up If the phone upgrades its firmware as part of the startup process additional messages will inform you about this process Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP I OL 15498 01 EN Chapter3 Setting Up the Cisco Unified IP Phone WE Configuring Startup Network Settings 4 The main LCD screen displays this information Current date and time Primary directory number Softkeys If the phone successfully passes through these stages it has started up pr
196. ring Network Parameters Using the Cisco Unified IP Phone page 1 7 Providing Users with Feature Information page 1 7 OL 15498 01 Chapter1 An Overview of the Cisco Unified IP Phone W What Features are Supported on the Cisco Unified IP Phones 7960G and 7940G Feature Overview Cisco Unified IP Phones provide traditional telephony functionality such as call forwarding and transferring redialing speed dialing conference calling and voice messaging system access Cisco Unified IP phones also provide a variety of other features For an overview of the telephony features that the Cisco Unified IP Phone supports and for tips on configuring them see the Telephony Features Available for the Cisco Unified IP Phone section on page 5 2 As with other network devices you must configure Cisco Unified IP Phones to prepare them to access Cisco Unified Communications Manager and the rest of the IP network By using DHCP you have fewer settings to configure on a phone but if your network requires it you can manually configure an IP address TFTP server and subnet mask For instructions on configuring the network settings on the Cisco Unified IP Phones see Chapter 4 Configuring Network Settings on the Cisco Unified IP Phone The Cisco Unified IP Phone can interact with other services and devices on your IP network to provide enhanced functionality For example you can integrate the Cisco Unified IP Phones with the corporate L
197. ringing connected or held call directly to a voice messaging system When acall is diverted the line becomes available to make or receive new calls For more information refer to Cisco Unified Communications Manager Features and Services Guide Immediate Divert chapter Join Select Allows users to join two or more calls that are on one line to create a conference call and remain on the call For more information refer to Cisco Unified Communications Manager System Guide Cisco Unified IP Phones chapter Malicious caller Allows users to notify the system administrator For more information refer to es a about suspicious calls that are received e Cisco Unified Communications Manager MCID System Guide Cisco Unified IP Phones chapter e Cisco Unified Communications Manager Features and Services Guide Malicious Call Identification chapter Meet Me Allows a user to host a Meet Me conference in For more information refer to Cisco Unified conference which other participants call a predetermined Communications Manager Administration Guide number at a scheduled time Meet Me Number Pattern Configuration chapter Message waiting A light on the handset that indicates that indicates For more information refer to Indicator that a user has one or more new voice messages e Cisco Unified Communications Manager Administration Guide Message Waiting Configuration chapter
198. rity Configuration menu For detailed information about unlocking options see the Unlocking and Locking Options section on page 4 2 Pressing the Settings button and choose Security Configuration gt CTL File The CTL File menu displays Highlight the CTL option Press the Unlock softkey to unlock the CTL file Take one of these actions e Change the TFTP Server 1 option on the Network Configuration menu When you save your changes the CTL file is locked again automatically e Press the Erase softkey to remove the CTL file from the phone The CTL file is removed and the phone resets amp Note When you press the Unlock softkey it changes to Lock If you decide not to change the TFTP Server option or not to erase the CTL file press the Lock softkey to lock the CTL file OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter6 Viewing Model Information Status Statistics and Security Information on the Cisco Unified IP Phone W Security Configuration Menu Trust List Menu The Trust List menu displays information about all of the servers that the phone trusts If a CTL file is installed on the phone you can access the Trust List menu by pressing the Settings button and choosing Security Configuration gt Trust List To exit the Trust List menu press the Exit softkey The Trust List menu contains these options
199. rnet cable from the phone before unplugging the power supply Unplugging the power supply before unplugging the upstream Ethernet cable could result in a service interruption on the network e Ifthe phone receives inline power unplug the cable from the Network port on the phone and then plug it back in Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 8 8 OL 15498 01 Chapter 8 Troubleshooting and Maintenance Troubleshooting Cisco Unified IP Phone Security il Troubleshooting Cisco Unified IP Phone Security Table 8 1 provides troubleshooting information for the security features on the Cisco Unified IP Phone For information relating to the solutions for any of these issues and for additional troubleshooting information about security and encryption refer to Cisco Unified Communications Manager Security Guide Because third party troubleshooting tools that sniff media and TCP packets do not work after you enable encryption you must use Cisco Unified Communications Manager Administration to perform the following tasks if a problem occurs e Analyze TCP packets for SCCP messages that are exchanged between Cisco Unified Communications Manager and the device e Extract the media encryption key material from SCCP messages and decrypt the media between the devices Table 8 1 Problem Cisco Unified IP Phone Security Troubleshooting Possible Cause
200. ropped because of insufficient length Total number of multicast packets received by the phone Rx Broadcasts Rx Shorts Rx Longs Total number of good packets received that are greater than 1522 bytes in size Total number of broadcast packets received by the phone Total number of good packets received that are less than 64 bytes size Port 1 Network Port 2 Access and Port 3 Phone Statistics The following area on a phone s web page provide information about network traffic to and from ports on the phone e Port 1 Network Provides information about the 10 100 SW port e Port 2 Access Provides information about the 10 100 PC port e Port 3 Phone Provides information about network traffic to and from the phone To display any of these areas access the web page for the phone as described in the Accessing the Web Page for a Phone section on page 7 2 and then click the Port 1 Network the Port 2 Access or the Port 3 Phone hyperlink Table 7 4 describes the items in the Port 1 Network Port 2 Access and Port 3 Phone areas Table 7 4 Port Statistics Area Items Item Description Carrier Events Indicates loss of carrier on the port Rx totalPkt Total number of packets received by the phone Rx crcErr Total number of packets received with CRC failed Rx alignErr Total number of packets received between 64 and 1522 bytes in length that have a bad FCS Rx multicast To
201. rovides an overview and checklist of installation tasks for the Cisco Unified IP Phone 7960G and 7940G The list presents a suggested order to guide you through the phone installation Some tasks are optional depending on your system and user needs For detailed procedures and information refer to the sources in the list Table 1 5 Checklist for Installing the Cisco Unified IP Phones 7960G and 7940G Task Purpose For More Information 1 Choose the power source for the phone See the Providing Power to the Cisco Unified IP e Power over Ethernet PoE e External power supply Determines how the phone receives power Phone section on page 2 3 2 Assemble the phone adjust phone placement and connect the See the Installing the Cisco Unified IP Phone network cable section on page 3 5 Locates and installs the phone in the network See the Adjusting the Placement of the Cisco Unified IP Phone section on page 3 8 3 Add a Cisco Unified IP Phone Expansion Module 7914 to the See the Attaching the Cisco Unified IP Phone Cisco Unified IP Phone optional Expansion Module 7914 section on page 3 7 Extends functionality to a Cisco Unified IP Phone by adding 14 line appearances or speed dial numbers 4 Monitor the phone startup process See the Verifying the Phone Startup Process Verifies that phone is configured properly section on page 3 9 Cisco Unified IP Phone 7960G 7940G Administrat
202. s When you connect a Cisco Unified IP Phone into the network port the phone should go through its normal startup process and the LCD screen should display information If the phone does not go through the startup process the cause may be faulty cables bad connections network outages lack of power and so on Or the phone may not be functional To determine whether the phone is functional follow these suggestions to systematically eliminate these other potential problems 1 Verify that the network port is functional Exchange the Ethernet cables with cables that you know are functional Disconnect a functioning Cisco Unified IP Phone from another port and connect it to this network port to verify the port is active Connect the Cisco Unified IP Phone that will not start up to a different port that is known to be good Connect the Cisco Unified IP Phone that will not start up directly to the port on the switch eliminating the patch panel connection in the office 2 Verify that the phone is receiving power Verify that the electrical outlet is functional If you are using in line power use the external power supply instead If you are using the external power supply switch with a unit that you know to be functional If after attempting these solutions the LCD screen on the Cisco Unified IP Phone does not display any characters after at least five minutes perform a factory reset of the phone see the Performin
203. s and voice messages waiting To connect a handset to the Cisco Unified IP Phone plug the cable into the handset and the Handset port on the back of the phone Speakerphone Headset By default the speakerphone is enabled on Cisco Unified IP Phones You can disable the speakerphone through the Cisco Unified Communications Manager Administration application To do so choose Device gt Phone and locate the phone you want to modify In the Phone Configuration window for the phone Product Specific Configuration area check the Disable Speakerphone check box Although Cisco Systems performs internal testing of third party headsets for use with the Cisco Unified IP Phones Cisco does not certify or support products from headset or handset vendors In some instances the mechanics or electronics of various headsets can cause remote parties to hear an echo of their own voice when they speak to Cisco Unified IP Phone users Cisco recommends the use of good quality external devices for example headsets that are screened against unwanted radio frequency RF and audio frequency AF signals Depending on the quality of headsets and their proximity to other devices such as cell phones and two way radios some audio noise or echo may still occur An audible hum or buzz may be heard by either the remote party or by both the remote party and the Cisco Unified IP Phone user Humming or buzzing sounds can be caused by a range of outside sources for exa
204. s from From Cisco Unified Communications Gratuitous Address Resolution Protocol ARP responses Manager choose Device gt Phone gt Phone Disabling the phone s ability to accept Gratuitous ARP will Configuration prevent applications that use this mechanism to monitor and record voice streams from working If voice monitoring is not desired set this option to No disabled Voice VLAN Indicates whether the phone allows a device attached to the From Cisco Unified Communications Enabled PC port to access the Voice VLAN Setting this option to No Manager choose Device gt Phone gt Phone disabled prevents the attached PC from sending and receiving data on the Voice VLAN This setting also prevents the PC from receiving data sent and received by the phone Set this setting to Yes enabled if an application that requires monitoring of the phone s traffic is running on the PC These applications include monitoring and recording applications and network monitoring software Configuration Auto Line Select Enabled Indicates whether the phone shifts the call focus to incoming calls on all lines When this option is set to No disabled the phone will only shift the call focus to incoming calls on the line that is in use When this option is set to Yes the phone will shift the call focus to the line with the most recent incoming call From Cisco Unified Communications Manager choose Device gt Phone gt Phone Configuration
205. s line You can enter a maximum of 24 number and X characters The Xs represent the directory number and must appear at the end of the pattern Example Using the john doe extension in the example above if you specify a mask of 408902XXXX an external call from extension 6640 displays a caller ID number of 4089026640 amp Note This setting applies only to the current device unless you check the check box at right Update Shared Device Settings and click the Propagate Selected button The check box at right displays only if other devices share this directory number Click Save Click Associate End Users at the bottom of the window to associate a user to the line being configured Use the Find button in conjunction with the Search fields to locate the user then check the box next to the user s name then click Add Selected The user s name and user ID should now appear in the Users Associated With Line pane of the Directory Number Configuration window Click Save The user is now associated with Line 1 on the phone If your phone has a second line configure Line 2 Associate the user with the device Choose User Management gt End User Use the search boxes and the Find button to locate the user you have added i e doe for the last name Click on the user ID i e johndoe The End User Configuration window appears Click Device Associations Use the Search fields and the Find button to locat
206. s may be corrupted DHCP timeout DHCP server did not respond e Network is busy The errors should resolve themselves when the network load reduces e No network connectivity between the DHCP server and the phone Verify the network connections e DHCP server is down Check configuration of DHCP server e Errors persist Consider assigning a static IP address See the Network Configuration Menu section on page 4 4 for details on assigning a static IP address Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Chapter6 Viewing Model Information Status Statistics and Security Information on the Cisco Unified IP Phone Status Menu W Table 6 1 Status Messages on the Cisco Unified IP Phones 7960G and 7940G continued Message Description Possible Explanation and Action DNS timeout DNS server did not respond e Network is busy The errors should resolve themselves when the network load reduces e No network connectivity between the DNS server and the phone Verify the network connections e DNS server is down Check configuration of DNS server DNS unknown host DNS could not resolve the name of the TFTP Verify that the host names of the TFTP server or server or Cisco Unified Communications Cisco Unified Communications Manager are Manager configured properly in DNS e Consider using IP addresses rathe
207. settings Table 7 2 describes these items You can view and set many of these items from the Network Configuration Menu the Cisco Unified IP Phone For more information see Chapter 4 Configuring Network Settings on the Cisco Unified IP Phone To display the Network Configuration area access the web page for the phone as described in the Accessing the Web Page for a Phone section on page 7 2 and then click the Network Configuration hyperlink Table 7 2 Network Configuration Area Items Item DHCP Server Description IP address of the Dynamic Host Configuration Protocol DHCP server from which the phone obtains its IP address BOOTP Server Indicates whether the phone obtains its configuration from a Bootstrap Protocol BootP server MAC Address Media Access Control MAC address of the phone Host Name Host name that the DHCP server assigned to the phone Domain Name Name of the Domain Name System DNS domain in which the phone resides IP Address Internet Protocol IP address of the phone Subnet Mask Subnet mask used by the phone TFTP Server 1 Primary Trivial File Transfer Protocol TFTP server used by the phone E Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 _ Chapter 7 Monitoring the Cisco Unified IP Phone Remotely Network Configuration Table 7 2 Network Configuration Area Items
208. sist in calls that last longer than 30 seconds Conceal Ratio changes should indicate greater than 3 percent frame loss MOS LQK scores can vary based on the codec that the Cisco Unified IP Phone uses The following codecs provide these maximum MOS LQK scores under normal conditions with zero frame loss e G 711 codec gives 4 5 score e G 719A AB gives 3 7 score A Conceal Ratio of zero indicates that the IP network is delivering frames and packets on time with no loss When you observe significant and persistent changes to metrics use Table 8 5 for general troubleshooting information Table 8 5 Metric Change Changes to Voice Quality Metrics Condition MOS LQK scores decrease significantly Network impairment from packet loss or high jitter e Average MOS LQK decreases could indicate widespread and uniform impairment e Individual MOS LQK decreases indicate bursty impairment Cross check with Conceal Ratio and Conceal Seconds for evidence of packet loss and jitter MOS LQK scores decrease significantly e Check to see if the phone is using a different codec than expected RxType and TxType e Check to see if the MOS LQK version changed after a firmware upgrade Conceal Ratio and Conceal Seconds increase significantly e Network impairment from packet loss or high jitter Conceal Ratio is near or at zero but the voice quality is poor e Noise or distortion in the audio channel such as echo or audio le
209. splay area on a phone s web page displays information about the phone s stack tasks This information may be useful to Cisco Technical Assistance Center personnel if you require assistance with troubleshooting To display the Stack Statistics area access the web page for the phone as described in the Accessing the Web Page for a Phone section on page 7 2 and then click the Stack Statistics hyperlink Table 7 5 describes the items in the Stack Statistics area Table 7 5 Stack Statistics Area Items Item Description Socket Task Peak stack consumption for the Socket task Phone Task Peak stack consumption for the Phone task DSPPoll Task Peak stack consumption for the DPPoll task RTP Task Peak stack consumption for the RTP task TLS Task Peak stack consumption for the TLS task Config Task Peak stack consumption for the Config task Display Task Peak stack consumption for the Display task CAST Task Peak stack consumption for the CAST task Sidecar Task Peak stack consumption for the Sidecar task Audit Task Peak stack consumption for the Socket task Undefined Mode Peak stack consumption for the undefined mode SVC Mode Peak stack consumption for the SVC mode IRQ Mode Peak stack consumption for the IRQ mode FIQ Mode Peak stack consumption for the FIQ mode SYS Mode Peak stack consumption for the SYS mode Status Messages The Status Messages area on a phone s web page displays up to the 10 mo
210. splay the correct local time Cisco Unified Communications Manager Configuration The Cisco Unified IP Phone requires Cisco Unified Communications Manager to handle call processing Refer to Cisco Unified Communications Manager Administration Guide or context sensitive help in the Cisco Unified Communications Manager application to ensure that Cisco Unified Communications Manager is set up properly to manage the phone and to properly route and process calls If you plan to use auto registration verify that it is enabled and properly configured in Cisco Unified Communications Manager before connecting any Cisco Unified IP Phone to the network See the Adding Phones to the Cisco Unified Communications Manager Database section on page 2 7 for details You must use Cisco Unified Communications Manager to configure and assign telephony features to the Cisco Unified IP Phones See the Telephony Features Available for the Cisco Unified IP Phone section on page 5 2 for details In Cisco Unified Communications Manager you can add users to the database and associate them with specific phones In this way users gain access to web pages that allow them to configure phone items such as call forwarding speed dialing and voice messaging system options See the Adding Users to Cisco Unified Communications Manager section on page 5 12 for details Understanding the Cisco Unified IP Phone 7960G and 7940G Components The Cisco Unified I
211. st decide how to configure the phone in your network Then you can install the phone and verify its functionality For more information see Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network Before You Begin Before installing the Cisco Unified IP Phone review the requirements in these sections e Network Requirements page 3 2 e Cisco Unified Communications Manager Configuration page 3 2 e Understanding the Cisco Unified IP Phone 7960G and 7940G Components page 3 2 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Chapter3 Setting Up the Cisco Unified IP Phone W Understanding the Cisco Unified IP Phone 7960G and 7940G Components Network Requirements For the Cisco Unified IP Phone to successfully operate as a Cisco Unified IP Phone endpoint in your network your network must meet the following requirements e Working Voice over IP VoIP Network VoIP configured on your Cisco routers and gateways Cisco Unified Communications Manager installed in your network and configured to handle call processing e IP network that supports DHCP or manual assignment of IP address gateway and subnet mask The Cisco Unified IP Phone displays the date and time from Cisco Unified Communications Manager If the Cisco Unified Communications Manager server is located in a different time zone than the phones the phones will not di
212. st recent status messages that the phone has generated since it was last powered up You can also see this information from the Status Messages screen on the phone Table 6 1 describes the status messages that can appear Streaming Statistics A phone streams information when it is on a a call or running a service that sends or receives audio or data The Stream 1 area on a phone s web page provides information about this stream Table 7 6 describes the items in this area To display a network statistics area access the web page for the phone as described in the Accessing the Web Page for a Phone section on page 7 2 and then click the Stream 1 hyperlink OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter7 Monitoring the Cisco Unified IP Phone Remotely W Streaming Statistics Table 7 6 Streaming Statistics Area Items Item Description Domain Domain of the phone Remote Address IP address of the destination of the stream Local Address IP address of the phone Sender Joins Number of times the phone has started transmitting a stream Receiver Joins Number of times the phone has started receiving a stream Byes Number of times the phone has stopped transmitting a stream Start Time Internal time stamp indicating when Cisco Unified Communications Manager requested that the phone start transmitting packets
213. stics These Network Statistics areas on a phone s web page provide information about network traffic on the phone e Ethernet area Displays information about Ethernet traffic See the Ethernet Statistics section on page 7 7 for detailed information Table 7 3 describes the items in this area e Port 1 Network area Displays information about network traffic to and from the 10 100 SW port on the phone See the Port 1 Network Port 2 Access and Port 3 Phone Statistics section on page 7 8 for detailed information e Port 2 Access Displays information about network traffic to and from the 10 100 PC port on the phone See the Port 1 Network Port 2 Access and Port 3 Phone Statistics section on page 7 8 for detailed information e Port 3 Phone Displays information about network traffic to and from the phone See the Port 1 Network Port 2 Access and Port 3 Phone Statistics section on page 7 8 for detailed information To display a Network Statistics area access the web page for the phone as described in the Accessing the Web Page for a Phone section on page 7 2 and then click the Ethernet Information the Access or the Network hyperlink Ethernet Statistics The Ethernet area on a phone s web page provides detailed information about Ethernet traffic to and from the phone To display this area access the web page for the phone as described in the Accessing the Web Page for
214. t e The SW Port Configuration option in the Network Configuration menu on the phone is set to 10H 10 BaseT half duplex e The phone receives power from an external power supply e The phone is powered down the power supply is disconnected In this case the switch port on the phone can become disabled and the following message will appear in the switch console log HALF_DUX_COLLISION_EXCEED_THRESHOLD To resolve this problem re enable the port from the switch General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module 7914 Table 8 3 provides general troubleshooting information for the Cisco Unified IP Phone Expansion Module 7914 Table 8 3 Cisco Unified IP Phone Expansion Module 7914 Troubleshooting Problem Solution No display on the Cisco Unified IP Phone Verify that all of the cable connections are correct Expansion Module 7214 Verify that you have power to the Cisco Unified IP Phone Expansion Module 7914 Lighted buttons on the first Cisco Verify that the Cisco Unified IP Phone Expansion Module 7914 is Unified IP Phone Expansion Module 7914 are all defined in Cisco Unified Communications Manager red Lighted buttons on the second Cisco Verify that the Cisco Unified IP Phone Expansion Module 7914 is Unified IP Phone Expansion Module 7914 are all defined in Cisco Unified Communications Manager amber Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified
215. t been Use Cisco Unified Communications used for the time specified in the Idle URL Time option For example you could use the Idle URL option and the Idle URL Timer option to display a log on the LCD screen when the phone has not been used for 5 minutes Manager to modify Choose System gt Enterprise Parameters URL Idle Time Amount of time in seconds that elapses before the URL specified in the Idle URL option displays From Cisco Unified Communications Manager choose System gt Enterprise Parameters URL URL that the phone uses to validate requests made to the From Cisco Unified Communications Authentication phone web server Manager choose System gt Enterprise Parameters URL Proxy URL used to proxy HTTP requests for access to non local From Cisco Unified Communications Server host addresses from the phone HTTP client Manager choose System gt Enterprise Parameters PC Port Disabled Indicates whether the PC port on the phone is enabled No or disabled Yes Must be set to Yes for video support on the phone From Cisco Unified Communications Manager choose Device gt Phone gt Phone Configuration OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter 4 Configuring Network Settings on the Cisco Unified IP Phone HZ Network Configuration Menu Table 4 2 Network Configuration
216. tal number of multicast packets received by the phone Rx broadcast Total number of broadcast packets received by the phone Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 _ Chapter 7 Monitoring the Cisco Unified IP Phone Remotely Network Statistics W Table 7 4 Port Statistics Area Items continued Item Description Rx unicast Total number of unicast packets received by the phone Rx shortErr Total number of FCS error packets or Align error packets received that are less than 64 bytes in size Rx shortGood Total number of good packets received that are less than 64 bytes size Rx longGood Total number of good packets received that are greater than 1522 bytes in size Rx longErr Total number of FCS error packets or Align error packets received that are greater than 1522 bytes in size Rx size64 Total number of packets received including bad packets that are between 0 and 64 bytes in size Rx size65to127 Total number of packets received including bad packets that are between 65 and 127 bytes in size Rx size128to255 Total number of packets received including bad packets that are between 128 and 255 bytes in size Rx size256to511 Total number of packets received including bad packets that are between 256 and 511 bytes in size Rx size512to1023 Total number of packets received includin
217. talled on the phone this option displays Not Installed For more information see the CTL File Menu section on page 6 12 Trust List If a CTL file is installed on the phone provides access to the Trust List menu For more information see the Trust List Menu section on page 6 14 CAPF Displays the IP address and the port of the CAPF server that the phone uses To display the Security Configuration menu press the Settings button and then select Security Configuration To exit the Security Configuration menu press the Exit softkey CTL File Menu If a CTL file is installed on the phone you can access the CTL File menu by pressing the Settings button and choosing Security Configuration gt CTL File To exit the CTL File menu press the Exit softkey The CTL File menu contains these options CTL File Displays the MD5 hash of the certificate trust list CTL file that is installed in the phone If security is configured for the phone the CTL file installs automatically when the phone reboots or resets For more information about this file refer to Cisco Unified Communications Manager Security Guide Also lets you unlock the CTL file and remove it from the phone A locked padlock icon in this option indicates that the CTL file is locked An unlocked padlock icon indicates that the CTL file is unlocked Call Manager TFPT IP address of a Cisco Unified Communications Manager and TFTP server used by the phone Also
218. tep5 Click Perform Full Sync Now amp Note If you do not need to immediately synchronize the LDAP Directory to the Cisco Unified Communications Manager the LDAP Directory Synchronization Schedule on the LDAP Directory window determines when the next auto synchronization is scheduled However the synchronization must occur before you can associate a new user to a device Step6 Proceed to Configuring the Phone page F 3 Adding a User Directly to Cisco Unified Communications Manager If you are not using an LDAP directory you can add a user directly to Cisco Unified Communications Manager Administration by following these steps Procedure Step 1 Choose User Management gt End User then click Add New The End User Configuration window appears Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP F2 OL 15498 01 AppendixF Basic Phone Administration Steps Configuring the Phone W Step2 In the User Information pane of this window enter the following User D Enter the end user identification name Cisco Unified Communications Manager does not permit modifying the user ID after it is created You may use the following special characters lt gt and blank spaces Example johndoe Password and Confirm Password Enter five or more alphanumeric or special characters for the end user password You may use the following special charact
219. the Cisco Unified IP Phone continued Feature Description Configuration Reference Do Not Disturb When DND is turned on either no audible rings For information about configuring refer to Cisco DND occur during the ringing in state of a call or no Unified Communications Manager audible or visual notifications of any type occur You can configure the phone to have a softkey template with a DND softkey or a phone button template with DND as one of the selected features The following DND related parameters are configurable in Cisco Unified Communications Manager Administration e Do Not Disturb This check box allows you to enable DND on a per phone basis Use Cisco Unified Communications Manager Administration gt Device gt Phone gt Phone Configuration e DND Option Choose Call Reject to turn off all audible and visual notifications or Ringer Off to turn off only the ringer DND Option appears on both the Common Phone Profile window and the Phone Configuration window Phone Configuration window value takes precedence e DND Incoming Call Alert Choose the type of alert to play if any on a phone for incoming calls when DND is active This parameter is located on both the Common Phone Profile window and the Phone configuration window Phone Configuration window value takes precedence e BLF Status Depicts DND Enables DND status to override busy idle state Administration Guide Do Not Distur
220. the phone indicates that voice messages are waiting Make sure that you have used Cisco Unified Communications Manager to set up a message waiting indicator MWI method How Users Configure Personal Directory Entries Users can configure personal directory entries on the Cisco Unified IP Phone To configure a personal directory users must have access to the following User Options web pages Make sure that users know how to access their User Options web pages See the How Users Subscribe to Services and Configure Phone Features section on page A 2 for details Cisco Unified IP Phone Address Book Synchronizer Make sure to provide users with the installer for this application To obtain the installer choose Application gt Plugins from Cisco Unified Communications Manager Administration and click Download which is located next to the Cisco Unified IP Phone Address Book Synchronizer plugin name When the file download dialog box displays click Save Send the TabSynclInstall exe file to all users who require this application OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Appendix A Providing Information to Users Via a Website HZ How Users Configure Personal Directory Entries See the Installing and Configuring the Cisco Unified IP Phone Address Book Synchronizer section on page A 4 for information about installing the Cisco Unified IP P
221. the web pages for a phone If you do so you will prevent access to the web pages that are described in this chapter and to the Cisco Unified CM User Options To disable access to the web pages for a phone follow these steps from Cisco Unified Communications Manager Administration Choose Device gt Phone Specify the criteria to find the phone and click Find or click Find to display a list of all phones Click the device name to open the Phone Configuration window for the device From the Web Access drop down list box choose Disabled Click Update amp Note Some features such as Cisco Quality Report Tool do not function properly without access to the phone web pages Disabling web access also affects any serviceability application that relies on web access such as CiscoWorks To enable web page access when it is disabled see the preceding steps about disabling access Follow the same steps but choose Enabled in Step 4 to enable the web page Device Information The Device Information area on a phone s web page displays device settings and related information for the phone Table 7 1 describes these items To display the Device Information area access the web page for the phone as described in the Accessing the Web Page for a Phone section on page 7 2 and then click the Device Information hyperlink Table 7 1 Device Information Area Items Item Description MAC Address Media Access Control MAC
222. thods Search for the phone in Cisco Unified Communications Manager by choosing Device gt Phone Phones registered with Cisco Unified Communications Manager display the IP address on the Find and List Phones web page and at the top of the Phone Configuration web page On the Cisco Unified IP Phone press the Settings button choose Network Configuration and then scroll to the IP Address option Open a web browser and enter the following URL where IP_address is the IP address of the Cisco Unified IP Phone http IP_address The web page for a Cisco Unified IP Phone includes these topics Device Information Displays device settings and related information for the phone For more information see the Device Information section on page 7 3 Network Configuration Displays network configuration information and information about other phone settings For more information see the Network Configuration section on page 7 4 Network Statistics Includes the following hyperlinks which provide information about network traffic Ethernet Displays information about Ethernet traffic For more information see the Network Statistics section on page 7 7 Port 1 Network Displays information about network traffic to and from the 10 100 SW port on the phone This port connects the phone to the network For more information see the Network Statistics section on page 7 7 Port 2 Access Displays informat
223. tics and Security Information on the Cisco Unified IP Phone Related Topics e Configuring Network Settings on the Cisco Unified IP Phone page 4 1 e Troubleshooting and Maintenance page 8 1 Providing Users with Feature Information If you are a system administrator you are likely the primary source of information for Cisco Unified IP Phone users in your network or company To ensure that you distribute the most current feature and procedural information familiarize yourself with Cisco Unified IP Phone documentation Make sure to visit the Cisco Unified IP Phone web site http www cisco com en US products hw phones ps379 tsd_products_support_series_home html From this site you can view access various user guides In addition to providing documentation it is important to inform users of available Cisco Unified IP Phone features including those specific to your company or network and of how to access and customize those features if appropriate For a summary of some of the key information that phone users need their system administrators to provide see Appendix A Providing Information to Users Via a Website Understanding Security Features for Cisco Unified IP Phones Implementing security in the Cisco Unified Communications Manager system prevents identity theft of the phone and Cisco Unified Communications Manager server prevents data tampering and prevents call signaling and media stream tampering To alleviate t
224. tion Phone Configuration window Refer to Cisco Unified Communications Manager Administration Guide and Cisco Unified Communications Manager System Guide for more information The number of buttons and features that you can customize varies based upon Cisco Unified IP Phone model Familiarize yourself with the configuration options described in Table 5 2 Table 5 2 Standard Phone Button Templates Listed by Model Cisco Unified IP Phone Model Standard Phone Button Template Description Cisco Unified IP Phone 7960G The standard Cisco Unified IP Phone 7960G template uses buttons 1 and 2 for lines and uses buttons 3 through 6 as speed dials or for access to services Access other phone features such as call park call forward redial hold resume voice messaging system conferencing and so on using softkeys on the Cisco Unified IP Phone 7960G Cisco Unified IP Phone 7940G The Cisco Unified IP Phone 7940G comes with preconfigured phone button templates e 7940G 2 Line Uses button 1 and 2 for lines e 7940G 1 Line Uses button 1 for line 1 and button 2 for speed dial All Cisco Unified IP Phone 7940G phones use one of these templates Access phone features such as call park call forward redial hold resume voice messaging system conferencing and so on using softkeys on the Cisco Unified IP Phone 7940G Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0
225. tional e Locale information Reset to default value e Call histories Erased To perform a factory reset of a phone perform the following steps If the phone is not in a DHCP enabled network it will not automatically discover its network configuration and register with Cisco Unified Communications Manager after it resets In this case you must configure the phone manually after it resets Procedure Unplug the power cable from the phone and then plug it back in The phone begins its power up cycle Immediately press and hold while the Headset Mute and Speaker buttons turn on and off in sequence Release after the Speaker button turns off The Headset Mute and Speaker buttons flash in sequence to indicate that the phone is waiting for you to enter the key sequence for the reset Press 123456789 0 within 60 seconds after the Headset Mute and Speaker buttons begin to flash If you repeat a key within the sequence for example if you press 1223456789 0 the sequence will still be accepted and the phone will reset If you do not complete this key sequence or do not press any keys the Headset Mute and Speaker buttons will stop flashing after 60 seconds and the phone will continue with its normal startup process The phone will not reset If you enter an invalid key sequence the buttons will stop flashing immediately and the phone will continue with its normal startup process The phone will not reset If you e
226. tions Manager 7 0 SCCP Chapter3 Setting Up the Cisco Unified IP Phone HZ Configuring Security on the Cisco Unified IP Phone Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP 3 12 OL 15498 01 p cuarter amp Configuring Network Settings on the Cisco Unified IP Phone The Cisco Unified IP Phone includes many configurable network and device settings that you may need to modify before the phone is functional for your users You can view these settings and change many of them through the Network Configuration menu on the phone This chapter includes the following topics Displaying the Network Configuration Menu page 4 1 Unlocking and Locking Options page 4 2 Editing Values page 4 3 Overview of Network Configuration Options page 4 3 Network Configuration Menu page 4 4 Displaying the Network Configuration Menu To display the Network Configuration menu perform the following steps N Note You can control whether a phone has access to the Settings menu or to options on this menu by using the Settings Access field in the Cisco Unified Communications Manager Administration Phone Configuration window The Settings Access field accepts these values Enabled Allows access to the Settings menu Disabled Prevents access to the Settings menu Also prevents handset speaker and headset from being saved but they can be changed temporarily
227. to locate the phone experiencing problems Choose Delete to remove the phone from the Cisco Unified Communications Manager database Add the phone back to the Cisco Unified Communications Manager database See the Adding Phones to the Cisco Unified Communications Manager Database section on page 2 7 for details Power cycle the phone e Ifthe phone receives power from an external power source unplug the Ethernet cable from the Network port on the phone then unplug the power supply from the DC adaptor port on the phone Next reconnect the power supply and then reconnect the Ethernet cable Caution Always unplug the upstream Ethernet cable from the phone before unplugging the power supply Unplugging the power supply before unplugging the upstream Ethernet cable could result in a service interruption on the network e Ifthe phone receives inline power unplug the cable from the Network port on the phone and then plug it back in OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter8 Troubleshooting and Maintenance W Cisco Unified IP Phone Resets Unexpectedly amp Note e When you remove a phone from the Cisco Unified Communications Manager database its configuration file is deleted from the Cisco Unified Communications Manager TFTP server The phone s directory number or numbers remain in the Cisco Unified Communications Manager
228. to use the Microsoft Outlook Address Book OAB should begin by importing the data from the OAB into the Windows Address Book WAB TabSync can then be used to synchronize the WAB with Personal Directory To configure Personal Directory from a web browsers users must access their User Options web pages You must provide users with a URL and login information To synchronize with Microsoft Outlook users must install the TABSynch utility provided by you To obtain the TABSynch software to distribute to users choose Application gt Plugins from Cisco Unified Communications Manager Administration then locate and click Cisco Unified IP Phone Address Book Synchronizer Modifying Phone Button Templates Although the Cisco Unified IP Phones 7960G and 7940G support similar features each phone model can implement these features differently Modify phone button templates to assign features to phone buttons and to customize features for a phone model 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 Administration during registration To modify a phone button template choose Device gt Device Settings gt Phone Button Template from Cisco Unified Communications Manager Administration To assign a phone button template to a phone use the Phone Button template field in the Cisco Unified Communications Manager Administra
229. ttons to add this user to any user groups For example you may want to add the user to a group that has been defined as a Standard CCM End User Group To view all configured user groups choose User Management gt User Group Step4 Click Save Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP I OL 15498 01 E Fo Appendix F Basic Phone Administration Steps W Performing Final End User Configuration Steps Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP F 10 OL 15498 01 Symbols button 1 3 Numerics 10 100 PC port 3 3 10 100 SW port 3 3 A abbreviated dialing 5 2 B 1 AC adapter connecting to 3 5 access to phone settings 3 11 4 1 access port connecting 3 5 purpose 3 3 adding Cisco Unified IP Phones manually 2 9 Cisco Unified IP Phones using auto registration 2 8 Cisco Unified IP Phones using auto registration with TAPS 2 9 Cisco Unified IP Phones using BAT 2 10 users to Cisco Unified Communications Manager 5 12 adjusting phone placement 3 8 Admin VLAN Id option 4 6 Alternate TFTP option 4 7 attendant console B 3 audience for this document 1 xiii authenticated call 1 11 authentication 1 7 3 10 Authentication URL option 4 7 auto answer 5 2 B 1 AutoAttendant B 3 auto pickup 5 2 auto registration using 2 8 using with TAPS 2 9 auxiliary
230. ty of the voice traffic See the Understanding How the Cisco Unified IP Phone Interacts with the VLAN section on page 2 3 for details Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 a 87 Chapter8 Troubleshooting and Maintenance W Cisco Unified IP Phone Resets Unexpectedly Verifying that the Phones Have Not Been Intentionally Reset If you are not the only administrator with access to Cisco Unified Communications Manager you should verify that no one else has intentionally reset the phones You can check whether a Cisco Unified IP Phone 7960G 7940G received a command from Cisco Unified Communications Manager to reset by pressing the Settings button on the phone and choosing Status gt Network Statistics If the phone was recently reset one of these messages appears e Reset Reset Phone closed due to receiving a Reset Reset from Cisco Unified Communications Manager administration e Reset Restart Phone closed due to receiving a Reset Restart from Cisco Unified Communications Manager administration Eliminating DNS or Other Connectivity Errors Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 A If the phone continues to reset follow these steps to eliminate DNS or other connectivity errors Procedure Reset the phone to factory defaults See the Resolving Startup Problems section on page 8 1 for details Modify DHCP and IP
231. up Problems page 8 1 e Cisco Unified IP Phone Resets Unexpectedly page 8 6 e Troubleshooting Cisco Unified IP Phone Security page 8 9 e General Troubleshooting Tips page 8 10 e General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module 7914 page 8 12 e Resetting or Restoring the Cisco Unified IP Phone page 8 13 e Using the Quality Report Tool page 8 15 e Monitoring the Voice Quality of Calls page 8 15 e Where to Go for More Troubleshooting Information page 8 17 e Cleaning the Cisco Unified IP Phone page 8 17 Resolving Startup Problems After installing a Cisco Unified IP Phone into your network and adding it to Cisco Unified Communications Manager the phone should start up as described in the Verifying the Phone Startup Process section on page 3 9 If the phone does not start up properly see the following sections for troubleshooting information e Symptom The Cisco Unified IP Phone Does Not Go Through its Normal Startup Process page 8 2 e Symptom The Cisco Unified IP Phone Does Not Register with Cisco Unified Communications Manager page 8 2 e Symptom Cisco Unified IP Phone Unable to Obtain IP Address page 8 6 I OL 15498 01 Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP Chapter8 Troubleshooting and Maintenance HI Resolving Startup Problems Symptom The Cisco Unified IP Phone Does Not Go Through its Normal Startup Proces
232. uration Files amp Configuration files for a phone are stored on the TFTP server and define parameters for connecting to Cisco Unified Communications Manager In general any time you make a change in Cisco Unified Communications Manager that requires the phone to be reset a change is made to the phone s configuration file automatically Configuration files also contain information about which image load the phone should be running If this image load differs from the one currently loaded on a phone the phone contacts the TFTP server to request the required load files These files are digitally signed to ensure the authenticity of the files source In addition if the device security mode in the configuration file is set to Authenticated and the CTL file on the phone has a valid certificate for Cisco Unified Communications Manager the phone establishes a TLS connection to Cisco Unified Communications Manager Otherwise the phone establishes a TCP connection Note If the device security mode in the configuration file is set to Authenticated or Encrypted but the phone has not received a CTL file the phone will continuously try to obtain a CTL file so that it can register securely A phone accesses a default configuration file named XmlDefault cnf xml from the TFTP server when the following conditions exist e You have enabled auto registration in Cisco Unified Communications Manager e The phone has not been added to the
233. vels e Tandem calls that undergo multiple encode decode such as calls to a mobile network or calling card network e Acoustic problems coming from a speakerphone handsfree mobile phone or wireless headset Check packet transmit TxCnt and packet receive RxCnt counters to verify that voice packets are flowing Voice quality metrics do not account for noise or distortion only frame loss Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 Chapter8 Troubleshooting and Maintenance Where to Go for More Troubleshooting Information W Where to Go for More Troubleshooting Information If you have additional questions about troubleshooting the Cisco Unified IP Phones several Cisco com web sites can provide you with more tips Choose from the sites available for your access level e Cisco Unified IP Phone Troubleshooting Resources http www cisco com en US products hw phones ps379 tsd_products_ support_series_home html e Cisco Products and Services Technical Support and Documentation http www cisco com web psa products index html Cleaning the Cisco Unified IP Phone To clean your Cisco Unified IP phone use only a dry soft cloth to gently wipe the phone and the LCD screen Do not apply liquids or powders directly on the phone As with all non weather proof electronics liquids and powders can damage the components and cause failures
234. verview of the Cisco Unified IP Phone Overview of Configuring and Installing Cisco Unified IP Phones W Configuring Cisco Unified IP Phones in Cisco Unified Communications Manager To add phones to the Cisco Unified Communications Manager database you can use e Auto registration e Cisco Unified Communications Manager Administration e Bulk Administration Tool BAT e BAT and the Tool for Auto Registered Phones Support TAPS For more information about these choices see the Adding Phones to the Cisco Unified Communications Manager Database section on page 2 7 For general information about configuring phones in Cisco Unified Communications Manager refer to the Cisco Unified IP Phone chapter in Cisco Unified Communications Manager System Guide Checklist for Configuring the Cisco Unified IP Phone 7960G and 7940G in Cisco Unified Communications Manager Table 1 4 provides an overview and checklist of configuration tasks for the Cisco Unified IP Phone in Cisco Unified Communications Manager Administration The list presents a suggested order to guide you through the phone configuration process Some tasks are optional depending on your system and user needs For detailed procedures and information refer to the sources in the list Cisco Unified IP Phone 7960G 7940G Administration Guide for Cisco Unified Communications Manager 7 0 SCCP OL 15498 01 ELEN Chapter1 An Overview of the Cisco Unified IP Phone HZ Over
235. view of Configuring and Installing Cisco Unified IP Phones Table 1 4 Checklist for Configuring the Cisco Unified IP Phones 7960G and 7940G in Cisco Unified Communications Manager Task Purpose For More Information 1 Gather the following information about the phone Refer to Cisco Unified Communications Manager e Phone Model System Guide Cisco Unified IP Phone chapter e MAC address See the Telephony Features Available for the Cisco Unified IP Phone section on page 5 2 e Physical location of the phone e Name or user ID of phone user e Device pool e Partition calling search space and location information e Number of lines and associated directory numbers DNs to assign to the phone e Cisco Unified Communications Manager user to associate with the phone e Phone usage information that affects phone button template softkey template phone features IP Phone services or phone applications Provides list of configuration requirements for setting up phones Identifies preliminary configuration that you need to perform before configuring individual phones such as phone button templates or softkey templates 2 Customize phone button templates if required Refer to Cisco Unified Communications Manager Administration Guide Phone Button Template Changes the number of line buttons speed dial buttons Configuration chapter Service URL buttons or adds a Privacy button to meet user needs Se
236. y may prevent the phone from starting up properly See the Troubleshooting Cisco Unified IP Phone Security section on page 8 9 for more information Identifying Error Messages As the Cisco Unified IP Phones 7960G 7940G cycle through the startup process you can access status messages that might provide you with information about the cause of a problem See the Status Messages Screen section on page 6 3 for instructions about accessing status messages and for a list of potential errors their explanations and their solutions Registering the Phone with Cisco Unified Communications Manager A Cisco Unified IP Phone can register with a Cisco Unified Communications Manager server only if the phone has been added to the server or if auto registration is enabled Review the information and procedures in the Adding Phones to the Cisco Unified Communications Manager Database section on page 2 7 to ensure that the phone has been added to the Cisco Unified Communications Manager database To verify that the phone is in the Cisco Unified Communications Manager database choose Device gt Phone gt Find from Cisco Unified Communications Manager Administration to search for the phone based on its MAC Address For information about determining a MAC address see the Determining the MAC Address for a Cisco Unified IP Phone section on page 2 12 If the phone is already in the Cisco Unified Communications Manager database its configurati

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