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Cisco Systems 7971G-GE Cordless Telephone User Manual

1. CHAPTER 7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone This chapter describes how to use the following menus and screens on the Cisco Unified IP Phone 7970 Series to view model information status messages network statistics and firmware information for the phone e Model Information screen Displays hardware and software information about the phone For more information see the Model Information Screen section on page 7 2 e Status menu Provides access to screens that display the status messages network statistics and firmware versions For more information see the Status Menu section on page 7 3 You can use the information on these screens to monitor the operation of a phone and to assist with troubleshooting You can also obtain much of this information and obtain other related information remotely through the phone s web page For more information see Chapter 8 Monitoring the Cisco Unified IP Phone Remotely For more information about troubleshooting the Cisco Unified IP Phone 7970 Series see Chapter 9 Troubleshooting and Maintenance This chapter includes these topics e Model Information Screen page 7 2 e Status Menu page 7 3 I OL 12232 01 Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 n Chapter 7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone HE Model
2. Information Screen Model Information Screen The Model Information screen includes the options that are described in Table 7 1 Option Table 7 1 To display the Model Information screen press the Settings button and then select Model Information To exit the Model Information screen press the Exit softkey Model Information Settings Description To Change Model Number Model number of the phone Display only Cannot configure MAC Address MAC address of the phone Display only Cannot configure Load File Identifier of the factory installed load running on the phone Display only Cannot configure Boot Load ID Identifier of the factory installed load running on the phone Display only Cannot configure Serial Number Serial number of the phone Display only Cannot configure CTL Displays the MD5 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 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 MIC Indicates whether a manufacturing installed certificate used for the security features is installed on the phone Yes or is not installed on the phone No For information about how to
3. update the CTL file making sure that the proper TFTP servers are included in this file File not found The phone cannot locate on the TFTP server the phone load file that is specified in the phone configuration file Make sure that the phone load file is on the TFTP server and that the entry in the configuration file is correct IP address released The phone has been configured to release its IP address The phone remains idle until it is power cycled or you reset the DHCP address See the Network Configuration Menu section on page 4 7 section for details I OL 12232 01 Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 n Chapter 7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone W Status Menu Table 7 2 Message Description Status Messages on the Cisco Unified IP Phone 7970 Series continued Possible Explanation and Action Load Auth Failed The phone could not load a configuration file Check that e A good version of the configuration file exists on the applicable server e The phone load being downloaded has not been altered or renamed e Phone load type is compatible for example you cannot place a DEV load configuration file on a REL signed phone Load ID incorrect Load ID of the software file is of the wrong type Check the load ID assigned to the phone from Cisco Unified Com
4. To exit the Status Messages screen press the Exit softkey Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 ra OL 12232 01 Chapter 7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone Table 7 2 Message Status Menu Status Messages on the Cisco Unified IP Phone 7970 Series Possible Explanation and Action Description BootP server used The phone obtained its IP address from a BootP server rather than a DHCP server None This message is informational only CFG file not found The name based and default configuration file was not found on the TFTP Server The 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 16 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 Configu
5. ech 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 from the start of the voice stream Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 oL 12232 01 a 721 Chapter7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone W Status Menu Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 OL 12232 01
6. entical to the number of RTP voice packets received since the call began because the call might have been placed on hold TxType Type of voice stream transmitted RTP streaming audio from codec G 729 G 711 u law G 711 A law or Lin16k TxSize Size of voice packets in milliseconds in the transmitting voice stream Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 oL 12232 01 a 7 19 Chapter7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone W Status Menu Table 7 6 Call Statistics Items continued Item Description 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 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 M
7. etrics 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 second interval of the voice stream For more information see the Monitoring the Voice Quality of Calls section on page 9 24 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 Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 720 E OL 12232 01 Chapter7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone Status Menu W Table 7 6 Call Statistics Items continued Item Description 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 Cumulative Conceal Total number of concealment frames divided by total Ratio number of speech frames received from start of the voice stream Interval Conceal Ratio Ratio of concealment frames to spe
8. he phone if security is configured because the CTL file does not exist on the TFTP server For more information refer to Cisco Unified Communications Manager Security Guide No default router DHCP or static configuration did not e If the phone has a static IP specify a default router address verify that the default router has been configured See the Network Configuration Menu section on page 4 7 section for details e If you are using DHCP the DHCP server has not provided a default router Check the DHCP server configuration Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 oL 12232 01 EI Chapter 7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone W Status Menu Table 7 2 Message Description Status Messages on the Cisco Unified IP Phone 7970 Series continued Possible Explanation and Action No DNS server IP A name was specified but DHCP or static IP configuration did not specify a DNS server address e Ifthe phone has a static IP address verify that the DNS server has been configured See the Network Configuration Menu section on page 4 7 section for details e Ifyou are using DHCP the DHCP server has not provided a DNS server Check the DHCP server configuration Programming Error The phone failed during programming Attempt to resolve this error by power cycling the phone If the pr
9. hone s CTL configured properly and is not server 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 Timed Out Supplicant attempted 802 1X Authentication typically times out if transaction but timed out to due the 802 1X authentication is not absence of an authenticator configured on the switch Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 oL 12232 01 a 7 13 Chapter7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone W Status Menu Table 7 2 Status Messages on the Cisco Unified IP Phone 7970 Series continued Message Description Possible Explanation and Actio
10. lect Expansion Module s To exit the Expansion Module s screen press the Exit softkey Table 7 5 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 I OL 12232 01 Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 5 Chapter7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone W Status Menu Table 7 5 Expansion Module Statistics continued Item Description 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 Call Statistics Screen 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 S Note You can also remotely view the call statistics information by using a web browser to access
11. manage the MIC for your phone refer to the Using the Certificate Authority Proxy Function section in Cisco Unified Communications Manager Security Guide Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 OL 12232 01 Chapter7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone Status Menu W Table 7 1 Model Information Settings Option Description To Change LSC Indicates whether a locally significant For information about how to manage certificate used for the security features is installed on the phone Yes or is not installed on the phone No the LSC for your phone refer to the Using the Certificate Authority Proxy Function section in Cisco Unified Communications Manager Security Guide Call Control Protocol Indicates whether the phone is running See the Using Cisco Unified IP under SCCP or SIP Phones with Different Protocols section on page 2 18 Status Menu The Status menu includes these options which provide information about the phone and its operation e Status Messages Displays the Status Messages screen which shows a log of important system messages For more information see the Status Messages Screen section on page 7 4 e Network Statistics Displays the Network Statistics screen which shows Ethernet traffic statistics For more information see the Network Statistics Sc
12. munications Manager choose Device gt Phone Verify that the load ID is entered correctly Load rejected HC The application that was downloaded is not compatible with the phone s hardware Occurs if you were attempting to install a version of 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 7 16 to verify the phone setting Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 OL 12232 01 Chapter7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone Status Menu W Table 7 2 Status Messages on the Cisco Unified IP Phone 7970 Series continued Message Description Possible Explanation and Action Load Server is Indicates an invalid TFTP server The Load Server setting is not valid invalid IP address or name in the Load Server The Load Server specifies a TFTP option server IP address or name from which the phone firmware can be retrieved for upgrades on the phones Check the Load Server entry from Cisco Unified Communications Manager Administration choose Device gt Phone No CTL installed A certificate trust list CTL file is not Occurs if security is not configured or installed in t
13. n Version error The name of the phone load file is Make sure that the phone load file has incorrect the correct name Xm1Default cnf xml Name of the configuration file None This is an informational or cnf xml corresponding to the phone device name message indicating the name of the configuration file for the phone Network Statistics Screen Step 1 Step 2 Step 3 The Network Statistics screen displays information about the phone and network performance Table 7 3 describes the information that appears in this screen To display the Network Statistics screen follow these steps Procedure Press the Settings button Select Status Select Network Statistics To reset the Rx Frames Tx Frames and Rx Broadcasts statistics to 0 press the Clear softkey To exit the Network Statistics screen press the Exit softkey Table 7 3 Network Statistics Message Components Item Description Rx Frames Number of packets received by the phone Tx Frames Number of packets sent by the phone Rx Broadcasts Number of broadcast packets received by the phone Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 OL 12232 01 Chapter7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone Status Menu W Table 7 3 Network Statistics Message Components continued Item Description One of the following Cause of the last reset of the phone
14. ng on the phone App Load ID Identifies the JAR file running on the phone JVM Load ID Identifies the Java Virtual Machine JVM running on the phone OS Load ID Identifies the operating system running on the phone Boot Load ID Identifies the factory installed load running on the phone DSP Load ID Identifies the digital signal processor DSP software version used Expansion Module 1 Identifies the load running on the Expansion Module s if connected to and SCCP phone Expansion Module 2 Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 Ka OL 12232 01 Chapter 7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone Status Menu W Expansion Module s Screen SCCP Phones Only Step 1 Step 2 Step 3 The Expansion Module s screen displays information about each Cisco Unified IP Phone Expansion Module 7914 that is connected to the phone This screen appears on SCCP phones only Table 7 5 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 s 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 s screen follow these steps Procedure Press the Settings button Select Status Se
15. nnectivity 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 7 for details on assigning a static IP address Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 OL 12232 01 Chapter 7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone Table 7 2 Message Description Status Menu Status Messages on the Cisco Unified IP Phone 7970 Series continued Possible Explanation and Action Dialplan Parsing Error SIP phones only The phone could not parse the dialplan XML file properly Problem with the TFTP downloaded dialplan XML file For more information refer to the Cisco Unified Communications Manager Administration Guide Disabled 802 1X Authentication is disabled on the phone You can enable 802 1X authentication using the Settings gt Security Configuration gt 802 1X Authentication option on the phone For more information see the 802 1X Authentication and Status section on page 4 51 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 c
16. oblem persists contact Cisco technical support for additional assistance Successful MD5 The phone attempted an 802 1X transaction and authentication achieved The phone achieved 802 1X authentication TFTP access error TFTP server is pointing to a directory that does not exist e Ifyou 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 TFTP server See the Network Configuration Menu section on page 4 7 for details on assigning a TFTP server TFTP Error The phone does not recognize an error code provided by the TFTP server Contact the Cisco TAC TFTP file not found The requested load file bin was not found in the TFTPPath directory Check the load ID assigned to the phone from Cisco Unified Communications Manager choose Device gt Phone Verify that the TFTPPath directory contains a bin file with this load ID as the name Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 OL 12232 01 Chapter7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone Status Menu W Table 7 2 Status Messages on the Cisco Unified IP Phone 7970 Series continued Message Description Possible Explanation and Action TFTP server not The specified TFTP server could notbe e The DHOP server is not authorized found in the p
17. onnections e DNS server is down Check configuration of DNS server DNS unknown host DNS could not resolve the name of the TFTP server or Cisco Unified Communications Manager e Verify that the host names of the TFTP server or Cisco Unified Communications Manager are configured properly in DNS e Consider using IP addresses rather than host names OL 12232 01 Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 m Chapter 7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone W Status Menu Table 7 2 Message Description Status Messages on the Cisco Unified IP Phone 7970 Series continued Possible Explanation and Action Duplicate IP Another device is using the IP address assigned to the phone e Ifthe phone has a static IP address verify that you have not assigned a duplicate IP address See the Network Configuration Menu section on page 4 7 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 found in the TFTPPath directory or were not valid The locale was not changed Check that the following files are located within subdirectories in the TFTPPath directory e Located in subdirectory with same name as network locale tones xml e Located in subdirectory with same name as user locale glyph
18. ration Menu section on page 4 7 for details on assigning a TFTP server CFG TFTP Size The configuration file is too large for Power cycle the phone Error file system on the phone Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 oL 12232 01 75 Chapter 7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone W Status Menu Table 7 2 Message Description Status Messages on the Cisco Unified IP Phone 7970 Series continued Possible Explanation and Action 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 files may be corrupted CTL Installed A certificate trust list CTL file is installed in the phone None This message is informational only For more information about the CTL file refer to Cisco Unified Communications Manager Security Guide CTL update failed The phone could not update its certificate trust list CTL file Problem with the CTL file on the TFTP server For more information refer to Cisco Unified Communications Manager Security Guide DHCP timeout DHCP server did not respond e Network is busy The errors should resolve themselves when the network load reduces e No network co
19. reen section on page 7 14 e 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 7 16 e Expansion Module s SCCP phones only Displays the Expansion Module s 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 s Screen SCCP Phones Only section on page 7 17 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 7970G 7971G GE for Cisco Unified Communications Manager 6 0 oL 12232 01 PEN Chapter7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone W Status Menu Status Messages Screen The Status Messages screen displays up to the 10 most recent status messages that the phone has generated You can access this screen at any time even if the phone has not finished starting up Table 7 2 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 Procedure Step1 Press the Settings button Step2 Select Status Step3 Select Status Messages To remove current status messages press the Clear softkey
20. s xml dictionary xml kate xml dictionary xml Failed The phone attempted an 802 1X transaction but authentication failed Authentication typically fails because of one of the following e No shared secret is configured in the phone or authentication server e The shared secret configured in the phone and the authentication server do not match e Phone has not been configured in the authentication server Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 OL 12232 01 Chapter 7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone Table 7 2 Message Description Status Menu Status Messages on the Cisco Unified IP Phone 7970 Series continued Possible Explanation and Action 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
21. the Streaming Statistics web page This web page contains additional RTCP statistics not available on the phone For more information about remote monitoring see Chapter 8 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 Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 P78 E OL 12232 01 Chapter7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone Status Menu W To display the Call Statistics screen for information about the last voice stream follow these steps Procedure Step1 Press the Settings button Step2 Select Status Step3 Select Call Statistics The Call Statistics screen displays these items Table 7 6 Call Statistics ltems Item Description RxType Type of voice stream received RTP streaming audio from codec 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 id
22. 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 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 DHCP BOUND Phone is bound to the DHCP server DHCP parameters are acceptable and the phone has received a DHCPACK message Cisco Unified IP Phone 7970G 7971G GE for Cisco Unified Communications Manager 6 0 oL 12232 01 a 7 15 Chapter7 Viewing Model Information Status and Statistics on the Cisco Unified IP Phone W Status Menu Firmware Versions Screen The Firmware Versions screen displays information about the firmware version that is running on the phone Table 7 4 explains the information that is displayed on this screen To display the Firmware Version screen follow these steps Procedure Step1 Press the Settings button Step2 Select Status Step3 Select Firmware Versions To exit the Firmware Version screen press the Exit softkey Table 7 4 Firmware Version Information Item Description Load File Load file runni

Cisco Systems 7971G-GE Cordless Telephone User Manual

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