Cisco 3951 Administration Manual

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Cisco Unified SIP Phone 3951 Administration Guide for Cisco Unified CallManager 5.1

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Text Part Number: OL-10969-01

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• Turn the television or radio antenna until the interference stops.

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• 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.

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Preface xi

Overview xi

Audience xi

Objectives xii

Organization xii

Related Topics

TCP is a connection-oriented transport protocol.

TFTP allows you 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.

UDP is a connectionless messaging protocol for delivery of data packets.

• Understanding How the Cisco Unified IP Phone Interacts with Cisco

Unified CallManager, page 2-2

• Understanding the Phone Startup Process, page 2-7

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.

Cisco Unified IP Phones transmit and receive RTP streams, which utilize UDP.

• Configuration Menus on the Cisco Unified IP Phone, page 4-3

What Features are Supported on the Cisco Unified SIP Phone 3951?

The Cisco Unified SIP Phone 3951 functions 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:

• Feature Overview, page 1-7

• Configuring Telephony Features, page 1-7

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Chapter 1 An Overview of the Cisco Unified IP Phone

• Configuring Network Parameters Using the Cisco Unified IP Phone, page 1-8

• Providing Users with Feature Information, page 1-9

Feature Overview

Cisco Unified IP Phones provide traditional telephony functionality, such as call forwarding and transferring, redialing, speed dialing, 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 5-1.

As with other network devices, you must configure Cisco Unified SIP Phone 3951 so that it can access Cisco Unified CallManager 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 Settings on the Cisco Unified IP Phone.”

What Features are Supported on the Cisco Unified SIP Phone 3951?

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 Status, Statistics, and Firmware Information on the

Cisco Unified IP Phone,” for more information.

Related Topics

• Configuring Network Settings, page 4-3

• Configuring Features and Users, page 5-1

• Troubleshooting and Maintenance, page 7-1

Configuring Telephony Features

You can modify additional settings for the Cisco Unified IP Phone from the Cisco Unified CallManager Administration application. Use this web-based application to set up phone registration criteria and calling search spaces. See the

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What Features are Supported on the Cisco Unified SIP Phone 3951?

“Telephony Features Available for the Cisco Unified IP Phone” section on page 5-1, and refer to the Cisco Unified CallManager documentation for

additional information.

For more information about the Cisco Unified CallManager Administration application, refer to Cisco Unified CallManager documentation, including Cisco Unified CallManager Administration Guide. You can also use the context-sensitive help available within the application for guidance.

You can access the complete Cisco Unified CallManager documentation suite at this location:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm

Related Topics

• Configuring Settings on the Cisco Unified IP Phone, page 4-1

• Troubleshooting and Maintenance, page 7-1

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Chapter 1 An Overview of the Cisco Unified IP Phone

Understanding Security Features for Cisco Unified SIP Phone 3951

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/univercd/cc/td/doc/product/voice/c_ipphon/index.htm.

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.

Understanding Security Features for Cisco Unified SIP Phone 3951

Cisco Unified SIP Phone 3951 support the following security features:

• Digest authentication—When the phone makes any request, Cisco Unified

CallManager issues a challenge that requires the phone to respond with the correct password.

• Image Authentication—Image files can be sent as signed binary files (with

the extension .sbn) that is used to 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.

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

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Chapter 1 An Overview of the Cisco Unified IP Phone

Overview of Configuring and Installing Cisco Unified IP Phones

and configuring a complete Cisco Unified IP telephony network, refer to the “System Configuration Overview” chapter in Cisco Unified CallManager System Guide.

After you have set up the IP telephony system and configured system-wide features in Cisco Unified CallManager, 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:

• Configuring Cisco Unified IP Phones in Cisco Unified CallManager,

page 1-10

• Installing Cisco Unified IP Phones, page 1-13

Configuring Cisco Unified IP Phones in Cisco Unified CallManager

To add phones to the Cisco Unified CallManager database, you can use:

• Auto-registration

• Cisco Unified CallManager Administration

• Cisco Unified CallManager Bulk Administration (BAT)

For more information about these choices, see the “Adding Phones to the Cisco

Unified CallManager Database” section on page 2-9.

For general information about configuring phones in Cisco Unified CallManager, refer to the “Cisco Unified IP Phones” chapter in Cisco Unified CallManager

System Guide and the “Cisco Unified IP Phone Configuration” chapter in Cisco Unified CallManager Administration Guide.

Checklist for Configuring the Cisco Unified IP Phone in Cisco Unified CallManager

Table 1-2 provides an overview and checklist of configuration tasks for the

Cisco Unified IP Phone in Cisco Unified CallManager 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.

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Chapter 1 An Overview of the Cisco Unified IP Phone

Overview of Configuring and Installing Cisco Unified IP Phones

Table 1-2 Checklist for Configuring the Cisco Unified IP Phone 3951 in

Cisco Unified CallManager

Task Purpose For More Information

1. Gather the following information

about the phone:

• Phone Model

• MAC address

• Physical location of the phone

• Name or user ID of phone user

• Device pool

• Partition, calling search space, and

location information

• Number of lines and associated

directory numbers (DNs) to assign to the phone

• Cisco Unified CallManager user to

associate with the phone

2. Add and configure the phone by

completing these required fields in the Phone Configuration window:

• Phone type

Provides list of configuration requirements for setting up phones.

Identifies preliminary configuration that you need to perform before configuring individual phones.

Adds the device with its default settings to the Cisco Unified CallManager database.

Refer to Cisco Unified Call-

Manager System Guide,

“Cisco Unified IP Phone” chapter.

See the “Telephony Features

Available for the Cisco Unified IP Phone” section on page 5-1.

Refer to Cisco Unified Call-

Manager Administration Guide, “Cisco Unified IP

Phone Configuration” chapter.

• Description (user name or ID)

• MAC address

• Device pool

• Partition

• Calling Search Space

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Chapter 1 An Overview of the Cisco Unified IP Phone

Overview of Configuring and Installing Cisco Unified IP Phones

Table 1-2 Checklist for Configuring the Cisco Unified IP Phone 3951 in

Cisco Unified CallManager (continued)

Task Purpose For More Information

3. Add and configure directory

numbers (lines) on the phone by completing these required fields in the Directory Number Configuration window.

• Directory number(s)

• Partition

• Multiple Calls and Call Waiting

• Call Forwarding

• Voice Messaging (if used)

4. Add user information by configuring

required fields:

• Name (last)

• User ID

Adds primary and secondary directory numbers and features associated with directory numbers to the phone.

Adds user information to the global directory for Cisco Unified CallManager.

Refer to Cisco Unified Call-

Manager Administration Guide,

“Cisco Unified IP Phone Configuration” chapter, “Directory Number Configuration” chapter, or “Creating a Cisco Unity Voice Mailbox” section.

See the “Telephony Features

Available for the Cisco Unified IP Phone” section on page 5-1.

Refer to Cisco Unified Call-

Manager Administration Guide,

“End User Configuration” chapter.

See the “Adding Users to

Cisco Unified CallManager” section on page 5-4.

5. Associate a user with a phone

(optional).

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Provides users with control over their phone such as forwarding calls or adding speed-dial numbers.

Note Some phones, such

as those in conference rooms, do not have an associated user.

Refer to Cisco Unified Call-

Manager Administration Guide,

“End User Configuration” chapter, “Associating Devices to a User” section.

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Chapter 1 An Overview of the Cisco Unified IP Phone

Overview of Configuring and Installing Cisco Unified IP Phones

Table 1-2 Checklist for Configuring the Cisco Unified IP Phone 3951 in

Cisco Unified CallManager (continued)

Task Purpose For More Information

6. Configure a SIP Phone Dial Plan for

the Cisco SIP Phone 3951(optional).

7. Configure the system to support the

use of DTMF on the Cisco Unified SIP 3951 Phone (optional).

To ensure successful call completion on systems that require digits to be sent one at a time.

Provide users access to voice-messaging systems or to navigate interactive voice response (IVR) applications by using the keypad to generate DTMFs.

Refer to Cisco Unified Call-

Manager Administration Guide,

“SIP Dial Rules Configuration” chapter.

See the “Configuring a SIP

Phone Dial Plan” section on page 4-9.

Refer to Cisco Unified Call-

Manager Administration Guide,

“Media Termination Point Configurations” chapter and “Cisco Unified IP Phone” chapter.

See the “Enabling Cisco

Unified SIP Phone 3951 to Use iDTMF” section on page 4-9.

Installing Cisco Unified IP Phones

After you have added the phones to the Cisco Unified CallManager 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.

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Chapter 1 An Overview of the Cisco Unified IP Phone

Overview of Configuring and Installing Cisco Unified IP Phones

After the phone is connected to the network, the phone startup process begins and the phone registers with Cisco Unified CallManager. 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

Table 1-3 provides an overview and checklist of installation tasks for the Cisco

Unified IP Phone. 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 1-3 Checklist for Installing the Cisco Unified SIP Phone 3951

Task Purpose For More Information

1. Choose the power source for the phone:

• Power over Ethernet (PoE)

Determines how the phone receives power.

See the “Providing Power

to the Cisco Unified IP Phone” section on

• External power supply

2. Assemble the phone, placement, and

connect the network cable.

Locates and installs the phone in the network.

page 2-3.

See the “Installing the

Cisco Unified IP Phone” section on page 3-7.

3. Monitor the phone startup process. Verifies that phone is config-

ured properly.

See the “Verifying the

Phone Startup Process” section on page 3-10.

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Chapter 1 An Overview of the Cisco Unified IP Phone

Overview of Configuring and Installing Cisco Unified IP Phones

Table 1-3 Checklist for Installing the Cisco Unified SIP Phone 3951

Task Purpose For More Information

4. Configure these network settings on

the phone by pressing the OK button. Choose Settings > Network Configuration.

To enable DHCP:

• Set DHCP Enabled to Yes

• Enter the Cisco Unified CallManager

IP address for TFTP Server 1

To disable DHCP:

• Set DHCP Enabled to No

• Enter the static IP address for phone

• Enter the subnet mask

• Enter the IP address for the default

router

• Enter the IP addresses for DNS

Server 1 and DNS Server 2.

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.

See the “Configuring

Startup Network Settings” section on page 3-11.

See the “Configuration

Menus on the Cisco Unified IP Phone” section on page 4-3.

• Enter the domain name where the

phone resides

• Enter the Cisco Unified CallManager

IP address for TFTP Server

5. Make calls with the Cisco Unified IP Phone.

6. Provide information to end users about

how to use their phones and how to configure their phone options.

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Verifies that the phone and features work correctly.

Ensures that users have adequate information to successfully use their Cisco Unified IP Phones.

Refer to Cisco Unified SIP Phone 3951 Guide.

See Appendix A, “Provid-

ing Information to Users Via a Website.”

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Overview of Configuring and Installing Cisco Unified IP Phones

Chapter 1 An Overview of the Cisco Unified IP Phone

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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 IP Telephony components, including Cisco Unified CallManager.

This chapter focuses on the interactions between the Cisco Unified SIP Phone 3951 and Cisco Unified CallManager, DNS and DHCP servers, TFTP servers, and switches. It also describes options for powering phones.

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For related information about voice and IP communications, refer to this URL:

http://www.cisco.com/en/US/partner/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:

• Understanding How the Cisco Unified IP Phone Interacts with Cisco

Unified CallManager, page 2-2

• Providing Power to the Cisco Unified IP Phone, page 2-3

• Understanding Phone Configuration Files, page 2-6

• Understanding the Phone Startup Process, page 2-7

• Adding Phones to the Cisco Unified CallManager Database, page 2-9

• Determining the MAC Address for a Cisco Unified IP Phone, page 2-12

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Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network

Understanding How the Cisco Unified IP Phone Interacts with Cisco Unified CallManager

Cisco Unified CallManager is an open and industry-standard call processing system. 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 CallManager system before sending and receiving calls.

Cisco Unified CallManager software sets up and tears down calls between phones, integrating traditional PBX functionality with the corporate IP network. Cisco Unified CallManager 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 CallManager also provides:

• Firmware for phones

• Authentication

• Configuration file via TFTP service

• Phone registration

• Call preservation, so that a media session continues if signaling is lost

between the primary CallManager and a phone)

For information about configuring Cisco Unified CallManager to work with the IP devices described in this chapter, refer to Cisco Unified CallManager

Administration Guide, Cisco Unified CallManager System Guide, and to Cisco Unified CallManager Security Guide.

For an overview of security functionality for the Cisco Unified IP Phone, see the

“Understanding Security Features for Cisco Unified SIP Phone 3951” section on page 1-9.

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 CallManager Administration, go to the following URL and install the latest support patch for your version of Cisco Unified CallManager:

http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml

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Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network

Providing Power to the Cisco Unified IP Phone

Related Topics

• Adding Phones with Cisco Unified CallManager Administration, page 2-11

• Adding Phones with BAT, page 2-11

Adding Phones with Cisco Unified CallManager Administration

You can add phones individually to the Cisco Unified CallManager database using Cisco Unified CallManager Administration. To do so, you first need to 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.

After you have collected MAC addresses, in Cisco Unified CallManager Administration, choose Device > Phone and click Add New to begin adding phones to the Cisco Unified CallManager database.

For complete instructions and conceptual information about Cisco Unified CallManager, refer to Cisco Unified CallManager Administration Guide and to Cisco Unified CallManager System Guide.

Related Topics

• Adding Phones with Auto-Registration, page 2-10

• Adding Phones with BAT, page 2-11

Adding Phones with BAT

Cisco Unified CallManager Bulk Administration (BAT) is a web-based application that enables you to perform bulk transactions, including registering, multiple phones to the Cisco Unified CallManager database.

Before you can use BAT to add phones, you must obtain the MAC address for each phone.

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Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network

Determining the MAC Address for a 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.

For detailed instructions about using BAT, refer to Cisco Unified CallManager

Administration Guide and to Cisco Unified CallManager Bulk Administration Guide.

Related Topics

• Adding Phones with Auto-Registration, page 2-10

• Adding Phones with Cisco Unified CallManager Administration, page 2-11

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:

• From the phone, press the OK button and select Settings > Network

Configuration > Mac Address to display the MAC Address field.

• Look at the MAC label on the back of the phone.

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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:

• Before You Begin, page 3-1

• Understanding the Cisco Unified IP Phone Components, page 3-4

• Installing the Cisco Unified IP Phone, page 3-7

• Mounting the Phone to the Wall, page 3-9

• Verifying the Phone Startup Process, page 3-10

• Configuring Startup Network Settings, page 3-11

Note Before you install a Cisco Unified IP phone, you must 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:

• Network Requirements, page 3-2

• Cisco Unified CallManager Configuration, page 3-2

• Safety, page 3-3

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Before You Begin

Network Requirements

For the Cisco Unified SIP Phone 3951 to successfully operate as a Cisco Unified IP Phone endpoint in your network, your network must meet the following requirements:

• Working Voice over IP (VoIP) Network:

–

VoIP configured on your Cisco routers and gateways

–

Cisco Unified CallManager installed in your network and configured to handle call processing

• 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 CallManager. If the Cisco Unified CallManager server is located in a different time zone than the phones, the phones will not display the correct local time.

Chapter 3 Setting Up the Cisco Unified IP Phone

Cisco Unified CallManager Configuration

The Cisco Unified IP Phone requires Cisco Unified CallManager to handle call processing. Refer to Cisco Unified CallManager Administration Guide or context-sensitive help in the Cisco Unified CallManager application to ensure that Cisco Unified CallManager 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 CallManager before connecting any Cisco Unified IP Phone to the network. See the “Adding Phones to the Cisco

Unified CallManager Database” section on page 2-9 for details.

You must use Cisco Unified CallManager 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 5-1 for details.

In Cisco Unified CallManager, you can add users to the database and associate them with specific phones. See the “Adding Users to Cisco Unified CallManager”

section on page 5-4 for details.

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Chapter 3 Setting Up the Cisco Unified IP Phone

Safety

Review the following warnings before installing the Cisco Unified IP Phone. To see translations of these warnings, refer to the Regulatory Compliance and Safety Information for the Cisco Unified IP Phone 7900 Series document that accompanied this device.

Before You Begin

Warning

Read the installation instructions before you connect the system to its power source.

Only trained and qualified personnel should be allowed to install, replace, or service this equipment.

Ultimate disposal of this product should be handled according to all national laws and regulations.

Do not work on the system or connect or disconnect cables during periods of lightning activity.

Installation of the equipment must comply with local and national electrical codes

Warning

The power supply must be placed indoors.

To avoid electric shock, do not connect safety extra low voltage (SELV) circuits to telephone network voltage (TNV) circuits. LAN ports contain SELV circuits, and WAN ports contain TNV circuits. Some LAN and WAN ports both use RJ-45 connectors. Use caution when connecting cables.

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Caution Inline power circuits provide current over the cable. Use the Cisco provided cable

or a minimum 24 AWG communication cable.

The following warnings apply when you use an external power supply.

Caution Only use the proper Cisco approved external power supply. Reference the

installation manual provided with the phone.

Chapter 3 Setting Up the Cisco Unified IP Phone

Warning

This product relies on the building's installation for short-circuit (overcurrent) protection. Ensure that a fuse or circuit breaker no larger than 120 VAC, 15 A U.S. (240 VAC, 10 A international) is used on the phase conductors (all current-carrying conductors).

The device is designed to work with TN power systems.

The plug-socket combination must be accessible at all times because it serves as the main disconnecting device. #331

Understanding the Cisco Unified IP Phone Components

The Cisco Unified SIP Phone 3951 includes these components on the phone or as accessories for the phone:

• Network Port, page 3-5

• Handset, page 3-5

• Speakerphone, page 3-5

• Installing the Cisco Unified IP Phone, page 3-7

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Network Port

The back of the Cisco Unified SIP Phone 3951 has a port that you use to connect to the network.

Handset

The handset is designed especially for use with a Cisco Unified SIP Phone. It includes a light strip that indicates incoming calls and voice messages waiting. To connect a handset to the Cisco Unified SIP Phone, plug the cable into the handset and the Handset port on the back of the phone.

Speakerphone

Understanding the Cisco Unified IP Phone Components

Headset

By default, the speakerphone is enabled on Cisco Unified IP Phones.

You can disable the speakerphone through the Cisco Unified CallManager Administration application. To do so, choose Device > Phone and locate the phone you want to modify. In the Phone Configuration web page for the phone, check the Disable Speakerphone check box.

Although Cisco Systems performs some 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. Because of the inherent environmental and hardware inconsistencies in the locations where Cisco Unified IP Phones are deployed, there is not a single "best" solution that is optimal for all environments. Cisco recommends that customers test the headsets that work best in their environment before deploying a large number of units in their network.

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.

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Cisco Systems recommends the use of good quality external devices, like headsets that are 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 cell phones and two-way radios, some audio noise may still occur.

The primary reason that support of a headset would be inappropriate for an installation is the potential for an audible hum. This hum can either be heard by the remote party or by both the remote party and the Cisco Unified IP Phone user. Some potential humming or buzzing sounds can be caused by a range of outside sources, for example, electric lights, being near electric motors, large PC monitors. In some cases, a hum experienced by a user may be reduced or eliminated by using the Cisco Unified IP Phone Power Cube 3 (CP-PWR-CUBE-3).

Audio Quality Subjective to User

Chapter 3 Setting Up the Cisco Unified IP Phone

Beyond the physical, mechanical and technical performance, the audio portion of a headset must sound good to the user and the party on the far end. Sound is subjective and Cisco cannot guarantee the performance of any headsets or handsets, but some of the headsets and handsets on the sites listed below have been reported to perform well on Cisco Unified IP Phones.

Nevertheless, it is ultimately still the customer's responsibility to test this equipment in their own environment to determine suitable performance.

Connecting a Headset

To connect a headset to the Cisco Unified SIP Phone 3951, plug it into the RJ-9 Handset port on the back of the phone. Depending on headset manufacturer's recommendations, an external amplifier may be required. Refer to headset manufacturer's product documentation for details.

You can use the headset with all of the features on the Cisco Unified IP Phone, including using the Volume button.

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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.

Task Notes Reference

1. Connect the handset to the

Handset port.

2. Connect the power supply to

the Cisco DC Adapter port.

3. Connect a Category 3 or 5

straight-through Ethernet cable from the switch to the network port.

— See the“Handset” section on

page 3-5 for guidelines.

Optional. See the “Providing Power to the

Cisco Unified IP Phone” section on page 2-3 for

guidelines.

— See the “Network Port” section

on page 3-5 for guidelines.

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Installing the Cisco Unified IP Phone

Figure 3-1 Cisco Unified IP Phone 3951 Cable Connections

1 Network port (10/100 SW) for connecting to

the network.

180259

4 Power supply with AC plug. (Optional.

Required only if power is not supplied through an Ethernet connection.)

2 RJ-9 Handset port for connecting the handset. 5 Power cable with wall socket plug for

3 DC adaptor port (DC48V) for phones not

provided with inline power.

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Related Topics

• Mounting the Phone to the Wall, page 3-9

• Verifying the Phone Startup Process, page 3-10

• Configuring Startup Network Settings, page 3-11

Mounting the Phone to the Wall

You can mount the Cisco Unified IP Phone on the wall by using 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:

• Screwdriver

Installing the Cisco Unified IP Phone

• Screws to secure the Cisco Unified IP phone to the wall

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.

Caution Use care not to damage wires or pipes located inside the wall when securing

screws to wall studs.

Procedure

Step 1 Remove the footstand from the phone.

Step 2 Modify the handset rest so that the handset remains on the ear-piece rest when the

phone is vertically placed.

a. Remove the handset from the ear-piece rest.

b. Locate the tab (handset wall hook) at the base of the ear-piece rest.

c. Slide this tab out, rotate it 180 degrees (left to right), and reinsert it.

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Verifying the Phone Startup Process

d. Place the handset on the ear-piece rest.

Step 3 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.

Step 4 Hang the phone on the wall.

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 these following steps:

1. These buttons lights up:

–

Voice Message Light Indicator

–

Line 1 Light Indicator

–

Line 2 Light Indicator

–

Conference button

–

MWI button

–

Speaker button

–

Mute button

2. The LCD screen displays the Cisco Systems, Inc., logo 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.

4. The main LCD screen displays this information:

–

Current date and time

–

Primary directory number

If the phone successfully passes through these stages, it has started up properly. If the phone does not start up properly, see the “Resolving Startup Problems”

section on page 7-1.

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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:

• IP address

• IP subnet mask

• Default gateway IP address

• Domain name

• DNS server IP address

• TFTP server IP address

Collect this information and see Chapter 4, “Configuring Settings on the Cisco

Unified IP Phone.”

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Configuring Settings on the Cisco Unified IP Phone

The Cisco Unified IP Phone includes many configurable settings that you may need to modify before the phone is functional for your users. You can access these settings, and change many of them, through the menu on the phone.

This chapter includes the following topics:

• Editing Values, page 4-1

• Unlocking and Locking Options, page 4-2

• Configuring Network Settings, page 4-3

• SIP Configuration Menu, page 4-8

• Additional Configurations for the Cisco SIP Phone 3951, page 4-9

Editing Values

When you edit the value of an option setting on a configuration menu or enter a password, follow these guidelines:

• Use the keys on the telephone keypad to enter numbers and letters.

• Press the # key to switch between the following different text entry modes.

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–

Abc—uppercase character followed by lowercase characters.

–

abc—lowercase characters only

–

123—numerals

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Unlocking and Locking Options

• To enter letters using the keypad, use a corresponding number key. Press the

• To enter a period (for example, in an IP address), press the * (asterisk) key.

• To delete the last character, press the Cancel key .

• Once you have completed your entry, press the OK button .

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 7-16.

Chapter 4 Configuring Settings on the Cisco Unified IP Phone

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.

Related Topics

• Editing Values, page 4-1

• Configuring Network Settings, page 4-3

• SIP Configuration Menu, page 4-8

Unlocking and Locking Options

Administrative 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.

To unlock or lock options, perform these steps:

Procedure

Step 1 Press the OK button.

Step 2 Choose Lock or Unlock.

Step 3 Enter Password.

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Configuration Menus on the Cisco Unified IP Phone

The Cisco Unified SIP Phone 3951 includes these configuration menus:

• Configuring User Preference, page 4-3—Includes user configurable settings.

• Configuring Network Settings, page 4-3—Includes network settings for the

phone.

• SIP Configuration Menu, page 4-8—Includes configurable SIP parameters

for the lines on the phone.

Configuring User Preference

Once the Cisco Unified IP Phone has registered with Cisco Unified CallManager, users can configure their phone settings in the User Preferences menu. For more information, see the Cisco Unified SIP Phone 3951 User Guide.

Configuring Network Settings

To display or modify current configuration settings, perform these steps:

Procedure

Step 1 Press the OK button.

Step 2 Choose Settings.

Step 3 Choose Network Configuration.

Use the navigation key to scroll through the network settings. See Tab le 4 -1 for detail information on each setting. Choose the network setting that you wish to change.

Step 4 If you have not unlocked the phone, the password prompt displays. Enter the

password.

Step 5 Enter new network setting. For information about the keys you can use to edit

options, see the “Editing Values” section. Press the OK button to accept changes. Press the Cancel button if you do not want to accept the changes.

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Configuration Menus on the Cisco Unified IP Phone

Step 6 The Reset-Restart prompt display. Press the Ok button to restart the phone.

Related Topics

• Editing Values, page 4-1

• Unlocking and Locking Options, page 4-2

Table 4-1 Network Configuration Menu Options

Option Description Usage Notes

MAC Address Unique Media Access Control (MAC)

Display only—cannot configure.

address of the phone.

Host Name Unique host name assigned to the

phone.

Domain Name Name of the Domain Name System

(DNS) domain in which the phone

Display only—cannot configure. Obtained from the DHCP server.

When DNS is enabled, the Domain name is assigned by the DHCP server.

resides.

IP Address Unique Internet Protocol (IP) Address

for the phone.

When DHCP is enabled, the IP Address is assigned by the DHCP server.

When DHCP is disabled, you must configure the IP address. 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.

Subnet Mask Subnet mask used by the phone. You must assign a subnet mask if you

disabled DHCP.

TFTP Server Primary Trivial File Transfer Protocol

(TFTP) server used by the phone.

By default this server is CiscoCM1.

Dynamic TFTP Server

Dynamic TFTP server used by the phone.

Default Router 1 Default router used by the phone

(Default Router 1).

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Table 4-1 Network Configuration Menu Options (continued)

Option Description Usage Notes

DNS Server 1

DNS Server 2

Primary Domain Name System (DNS) server (DNS Server 1) and secondary DNS server (DNS Server 2) used by the phone.

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 parameter indicates the Administrative VLAN.

If neither the auxiliary VLAN nor the Administrative VLAN are configured, this parameter is blank.

Admin. VLAN IDAuxiliary VLAN in which the phone is

a member.

Used only if the phone does not receive an auxiliary VLAN from the switch, ignored otherwise.

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

Press the OK button to choose whether you wish to enter an auxiliary VLAN.

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Overrides the value specified by the Operational VLAN ID option.

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Table 4-1 Network Configuration Menu Options (continued)

Option Description Usage Notes

DHCP Enabled Indicates whether DHCP is being used

by the phone.

DHCP Address Released

CallManager 1

CallManager 2

Releases the IP address assigned by DHCP.

Cisco Unified CallManager servers that are available for processing calls from this phone, in prioritized order.

CallManager 3

Press the OK button to choose whether you wish to use DHCP or manually assign IP Address, subnet mask, default router, and DNS server.

• Fix(ed) IP

–

IP Address

–

Subnet Mask

–

Default Router 1

–

DNS server1

–

DNS Server 2

–

Domain Name

–

TFTP Server

• DHCP

Press the Ye s button to release the IP address assigned by the DHCP server.

For more information, see the “Cisco

Unified CallManager Options” section on page 4-7.

CallManager 4

CallManager 5

Erase Erases current configurations. Changes

Network Configuration settings to their default values.

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Cisco Unified CallManager Options

The CallManager 1 through CallManager 5 options on the Network configuration menu show the host names or IP addresses, in prioritized order, of the Cisco Unified CallManager servers that the phone can register to. These options show Cisco Unified CallManager servers that are available for processing calls from the phone, in prioritized order.

For an available server, an option will show the Cisco Unified CallManager server IP address and one of the following states:

• Active—Cisco Unified CallManager server from which the phone is

currently receiving call-processing services.

• Standby—Cisco Unified CallManager server to which the phone switches if

the current server becomes unavailable.

• Blank—No current connection to this Cisco Unified CallManager server.

Configuration Menus on the Cisco Unified IP Phone

An option may also include using CallManager 4 and CallManager 5 as one of these designations:

• SRST—Indicates Survivable Remote Site Telephony (SRST) designation,

which indicates an SRST router capable of providing Cisco Unified CallManager functionality with a limited feature set. This router assumes control of call processing if all other Cisco Unified CallManager servers become unreachable. The SRST Cisco Unified CallManager always appears last in the list of servers, even if it is active.

Note After a failover to a SRST router, the phone will monitor the links to the

Cisco Unified CallManager servers that the phone can register to. When a server has been available for two minutes, by default, the phone will fall back from the router to that server. You can change this default time by specifying another value for the Connection Monitor Duration parameter in Cisco Unified CallManager Administration. For more information, refer to Cisco Unified CallManager Administration Guide.

• TFTP designation—Indicates that the phone was unable to register with a

Cisco Unified CallManager listed in its configuration file and it registered with the TFTP server instead.

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SIP Configuration Menu

Related Topics

• Editing Values, page 4-1

• Unlocking and Locking Options, page 4-2

SIP Configuration Menu

The SIP Configuration menu displays information that relates to the configurable parameters for the lines and SIP parameters on the phone.

Note These are read-only parameters and cannot be edited on the phone.

Table 4-2 SIP Configuration Menu Options

Chapter 4 Configuring Settings on the Cisco Unified IP Phone

Parameters Description

Line 1 Number

Line 2 Number

Line 1 Name

Line 2 Name

Line 1 Auth Name

Line 2 Auth Name

Line 1 Password

Displays the directory number that is assigned to the designated line when the phone registered.

Displays the user name that is assigned to the designated line when the phone registered.

The name that the user can use for authentication when registration is challenged by the call control server during initialization.

The corresponding password that is used to authenticate the user.

Line 2 Password

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Additional Configurations for the Cisco SIP Phone 3951

Depending on your network configuration and topology, you may need configure the Cisco SIP Phone 3951 on the Cisco Unified CallManager to include the following:

• Configuring a SIP Phone Dial Plan, page 4-9

• Enabling Cisco Unified SIP Phone 3951 to Use iDTMF, page 4-9

Configuring a SIP Phone Dial Plan

Key Press Markup Language (KPML) allows for the digits to be sent to Cisco Unified CallManager digit by digit. Cisco Unified CallManager defaults to the use (KPML) when SIP dial rules are not configured. SIP Dial Rules allow for a pattern of digits to be collected locally on the phone prior to sending to Cisco Unified CallManager. Cisco SIP phone 3951 does not support KPML. To ensure successful call completion, you must use the 7940_7960_OTHER dial rules pattern to configure a SIP phone dial plan and to associate the plan with the Cisco SIP phone 3951.

Enabling Cisco Unified SIP Phone 3951 to Use iDTMF

To access voice-messaging systems or to navigate interactive voice response (IVR) applications from Cisco Unified SIP phone 3951, you must have one of the following configurations on your system:

• Verify that you have a transcoding device that supports RFC 2833 on your

system. Configure the trunk that is going to the transcoder is configured for MTP by using Cisco Unified CallManager Administration.

• On Cisco Unified CallManager Administration, check the Require DTMF

Reception checkbox for each registered Cisco Unified SIP Phone 3951. Cisco Unified CallManager will verify transcoder support for RFC 2833 and allocate its own MTP resource as necessary.

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Tip You can monitor MTP resources by using the alert window in RTMT.

Tip Use Cisco Unified CallManager Bulk Administration (BAT) when you

have a large number of phones to configure.

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CHAPTER

Configuring Features and Users

After you install Cisco Unified IP Phones in your network, configure their network settings, and add them to Cisco Unified CallManager, you must then use the Cisco Unified CallManager Administration application to configure some telephony features, and assign users.

This chapter provides an overview of these configuration and set up procedures. Cisco Unified CallManager documentation provides detailed instructions for these procedures.

You configure most telephony features on the phone itself. For additional information, refer to Cisco Unified SIP Phone 3951 User Guide.

This chapter includes following topics:

• Telephony Features Available for the Cisco Unified IP Phone, page 5-1

• Adding Users to Cisco Unified CallManager, page 5-4

Telephony Features Available for the Cisco Unified IP Phone

After you add Cisco Unified IP Phones to Cisco Unified CallManager, you can add functionality to the phones. Tabl e 5- 1 includes a list of supported telephony features, many of which you can configure using Cisco Unified CallManager Administration. The Reference column lists Cisco Unified CallManager and other documentation that contains configuration procedures and related information.

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Telephony Features Available for the Cisco Unified IP Phone

For information about using most of these features on the phone, refer to Cisco Unified SIP Phone 3951 Phone Guide for Cisco Unified CallManager 5.0.

Table 5-1 Telephony Features for the Cisco Unified IP Phone

Feature Description Configuration Reference

Call Forward All Forwards all calls sent to the phone to the

number specified.

Call Waiting Indicates (and allows a user to answer) an

incoming call that is received while the user is on another call.

Call waiting also displays incoming call information on the phone screen.

Caller ID Blocking Allows users to block their phone numbers

from phones that have caller identification enabled.

Conference Allows a user to talk simultaneously with

up to two other parties (for a total of three participants) by calling each participant individually.

Requires no configuration.

Users forward their calls by entering the target number.

Requires no configuration.

For more information, refer to

Cisco Unified CallManager Administration Guide, “SIP Profile

Configuration” chapter.

Requires no configuration.

Conferencing is supported on Cisco Unified SIP Phone 3951 itself and does not use Cisco Unified CallManager resources, so the user must remain in the conference for the two other parties to stay connected and interact with one another.

Message Waiting Indicator

Refers to the light (or "lamp") on the phone handset that blinks or glows to indicate an incoming call or new voice message.

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For more information refer to:

• Cisco Unified CallManager

Administration Guide, “Message Waiting Configura-

tion” chapter.

• Cisco Unified CallManager

System Guide, “Vo i c e M a i l Connectivity to Cisco Unified CallManager” chapter.

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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

Personal Directory Allows a user to store names and phone

numbers in a personal directory.

Redial Allows users to call the most recently dialed

phone number by pressing a button.

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 on storing names and phone numbers in a personal directory, refer to Cisco

Unified SIP Phone 3951 Phone Guide for Cisco Unified CallManager 5.0.

Requires no configuration.

For more information refer to

Cisco Unified CallManager System Guide, “Cisco Unified IP Phones”

chapter.

Note For the Cisco Unified SIP

Phone 3951, this feature has limited support. Incoming calls will ring on both phones The call then goes to whichever phone picks up the call, but the phone cannot perform any of the other functions that are associated with the shared-line feature.

Speed Dial Allows a user to access a menu with a list of

up to 4 speed dialed numbers.

Transfer Allows users to redirect connected calls

from their phones to another number.

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Requires no configuration.

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Adding Users to Cisco Unified CallManager

Adding users to Cisco Unified CallManager allows you to display and maintain information about users. You can add users to Cisco Unified CallManager using either of these methods:

• To add users individually, choose User Management > End User from

Cisco Unified CallManager Administration.

Refer to Cisco Unified CallManager Administration Guide for more information about adding users. Refer to Cisco Unified CallManager System Guide for details about user information.

• To add users in batches, use the Bulk Administration Tool. This method also

enables you to set an identical default password for all users.

Refer to Cisco Unified CallManager Bulk Administration Guide for details.

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CHAPTER

Viewing Status, Statistics, and Firmware Information on the Cisco Unified IP Phone

This chapter describes how to access and use the following screens on the Cisco Unified IP Phone:

• Network Statistics Screen, page 6-1—Displays information about the

network performance of the phone.

• Firmware Versions Screen, page 6-2—displays information about the

firmware that is running on the phone.

You access these screens from the Status menu on the phone.

You can use the information on these screens to monitor the operation of a phone and to assist with troubleshooting

For more information about troubleshooting, see Chapter 7, “Troubleshooting and

Maintenance.”

Network Statistics Screen

The Network Statistics screen displays information about the phone and network performance. Ta ble 6-1 explains components of text messages that might appear in this screen.

To display the Network Statistics screen, follow these steps:

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Firmware Versions Screen

Procedure

Step 1 Press the OK button

Step 2 Select Status.

Step 3 Select Network Statistics.

To exit the Network Statistics screen, press the cancel key.

Table 6-1 Network Statistics Message Components

Chapter 6 Viewing Status, Statistics, and Firmware Information on the Cisco Unified IP Phone

Message Component Description

Rx Frames Number of packets received by the phone

Tx Frames Number of packets transmitted by the phone

Firmware Versions Screen

The Firmware Versions screen displays information about the firmware that is running on the phone. Tabl e 6- 2 explains the information that is displayed on this screen.

To display the Firmware Versions screen, follow these steps:

Procedure

Step 1 Press the Navigator Key

Step 2 Press the Cancel button

Step 3 Select Status.

Step 4 Select Firmware Versions.

To exit the Firmware Versions screen, press the Exit softkey.

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Table 6-2 Firmware Versions Information

Message Component Description

Load File Identifies the Load file that is running on the phone

App Load ID Identifies the JAR file 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.

Hardware Version Identifies the phone application running on the

phone.

Boot Version Identifies the factory-installed load running on the

phone.

Firmware Versions Screen

DSP Version Identifies the DSP version on the phone.

SIP Version Identifies the SIP version on the phone.

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Chapter 6 Viewing Status, Statistics, and Firmware Information on the Cisco Unified IP Phone

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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.

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:

• Resolving Startup Problems, page 7-1

• Cisco Unified IP Phone Resets Unexpectedly, page 7-8

• General Troubleshooting Tips for the Cisco Unified IP Phone, page 7-12

• Resetting or Restoring the Cisco Unified IP Phone, page 7-16

• Where to Go for More Troubleshooting Information, page 7-16

• Cleaning the Cisco Unified IP Phone, page 7-17

Resolving Startup Problems

After installing a Cisco Unified IP Phone into your network and adding it to Cisco Unified CallManager, the phone should start up as described in the

“Verifying the Phone Startup Process” section on page 3-10. If the phone does not

start up properly, see the following sections for troubleshooting information:

• Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal

Startup Process, page 7-2

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Resolving Startup Problems

• Symptom: The Cisco Unified IP Phone Does Not Register with Cisco

Unified CallManager, page 7-3

• Symptom: Cisco Unified IP Phone Unable to Obtain IP Address, page 7-8

Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal Startup Process

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 “Where to Go for More Troubleshooting Information”

section on page 7-16). If the phone still does not display characters, contact a

Cisco technical support representative for additional assistance.

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Resolving Startup Problems

Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified CallManager

If the phone proceeds past the first stage of the startup process (LED buttons flashing on and off) but displays error messages 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 CallManager server.

These sections can assist you in determining the reason the phone is unable to start up properly:

• Identifying Error Messages, page 7-3

• Registering the Phone with Cisco Unified CallManager, page 7-4

• Checking Network Connectivity, page 7-4

• Verifying TFTP Server Settings, page 7-4

• Verifying IP Addressing and Routing, page 7-5

• Verifying DNS Settings, page 7-5

• Verifying Cisco Unified CallManager Settings, page 7-5

• Cisco Unified CallManager and TFTP Services Are Not Running, page 7-6

• Creating a New Configuration File, page 7-6

In addition, problems with security may prevent the phone from starting up properly. See the “General Troubleshooting Tips for the Cisco Unified IP Phone”

section on page 7-12 for more information.

Identifying Error Messages

As the Cisco Unified SIP Phone models 3951 cycle through the startup process, you can access status messages that might provide you with information about the cause of a problem.

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Registering the Phone with Cisco Unified CallManager

A Cisco Unified IP Phone can register with a Cisco Unified CallManager 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 CallManager Database” section on page 2-9 to ensure that the phone has

been added to the Cisco Unified CallManager database.

To verify that the phone is in the Cisco Unified CallManager database, choose Device > Phone > Find from Cisco Unified CallManager 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 CallManager database, its configuration file may be damaged. See the “Creating a New Configuration File”

section on page 7-6 for assistance.

Checking Network Connectivity

If the network is down between the phone and the TFTP server or Cisco Unified CallManager, 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 OK button and choosing Settings > Network Configuration > TFTP Server.

If you have assigned a static IP address to the phone, you must manually enter a setting for the TFTP Server 1 option. You can also enable the phone to use a dynamic TFTP server.

For more information on configuring network settings, see the “Configuring

Network Settings” section on page 4-3.

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Verifying IP Addressing and Routing

You should verify the IP addressing and routing settings on the phone. If you are using DHCP, the DHCP server should provide these values. If you have assigned a static IP address to the phone, you must enter these values manually.

On the Cisco Unified IP Phone, press the OK button and choose Settings >

Network Configuration > DHCP Enabled.

• DHCP Enabled—Verify that DHCP Enabled is set to yes. If it is not, check

your IP routing and VLAN configuration. Refer to Troubleshooting Switch Port Pro bl ems , available at this URL:

http://www.cisco.com/warp/customer/473/53.shtml

• 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 “Configuring Network Settings” section on page 4-3 for instructions.

Resolving Startup Problems

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#41

Verifying DNS Settings

If you are using DNS to refer to the TFTP server or to Cisco Unified CallManager, you must ensure that you have specified a DNS server. You should also verify that there is a CNAME entry in the DNS server for the TFTP server and for the Cisco Unified CallManager system.

Verifying Cisco Unified CallManager Settings

On the Cisco Unified IP Phone, press the OK button and choose Settings > Network Configuration > CallManager 1 - 6. The Cisco Unified IP Phone

attempts to open a TCP connection to all the Cisco Unified CallManager servers that are part of the assigned Cisco Unified CallManager group. If none of these options contain IP addresses or show Active or Standby, the phone is not properly registered with Cisco Unified CallManager. See the “Registering the Phone with

Cisco Unified CallManager” section on page 7-4 for tips on resolving this

problem.

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Resolving Startup Problems

Cisco Unified CallManager and TFTP Services Are Not Running

If the Cisco Unified CallManager or TFTP services are not running, phones may not be able to start up properly. In this case, 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 Unified CallManager 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 be able to start up successfully.

To start a service, follow these steps:

Procedure

Step 1 From Cisco Unified CallManager Administration, choose Serviceability from the

Navigation drop-down list.

Step 2 Choose Tools > Control Center - Network Services.

Step 3 Choose the primary Cisco Unified CallManager server from the Server

drop-down list.

The page displays the service names for the server that you chose, the status of the services, and a service control panel to stop or start a service.

Step 4 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.

Creating a New Configuration File

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

Step 1 From Cisco Unified CallManager, choose Device > Phone > Find to locate the

phone experiencing problems.

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Step 2 Choose Delete to remove the phone from the Cisco Unified CallManager

database.

Step 3 Add the phone back to the Cisco Unified CallManager database. See the “Adding

Phones to the Cisco Unified CallManager Database” section on page 2-9 for

details.

Step 4 Power cycle the phone:

• If the 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 cables.

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.

Resolving Startup Problems

• If the phone receives inline power, unplug the cable from the Network port on

the phone and then plug it back in.

Note • When you remove a phone from the Cisco Unified CallManager database, its

configuration file is deleted from the Cisco Unified CallManager TFTP server. The phone’s directory number or numbers remain in the Cisco Unified CallManager 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 CallManager database. You can use the Route Plan Report to view and delete unassigned reference numbers. Refer to Cisco Unified CallManager Administration Guide for more information.

• 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 CallManager 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.

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Cisco Unified IP Phone Resets Unexpectedly

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 CallManager 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 CallManager. These sections can help you identify the cause of a phone resetting in your network:

• Verifying Physical Connection, page 7-8

• Identifying Intermittent Network Outages, page 7-9

• Verifying DHCP Settings, page 7-9

• Checking Static IP Address Settings, page 7-9

• Verifying Voice VLAN Configuration, page 7-10

• Verifying that the Phones Have Not Been Intentionally Reset, page 7-10

• Eliminating DNS or Other Connectivity Errors, page 7-11

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.

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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 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:

Cisco Unified IP Phone Resets Unexpectedly

1. Verify that you have properly configured the phone to use DHCP. See the

“Configuring Network Settings” section on page 4-3 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 “Configuring Network Settings” section on page 4-3 for more information.

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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 quality of the voice traffic.

Verifying that the Phones Have Not Been Intentionally Reset

If you are not the only administrator with access to Cisco Unified CallManager, you should verify that no one else has intentionally reset the phones.

You can check whether a Cisco Unified SIP Phone model 3951 received a command from Cisco Unified CallManager to reset by pressing the Settings button on the phone and choosing Status > Network Statistics. If the phone was recently reset one of these messages appears:

• Reset-Reset—Phone closed due to receiving a Reset/Reset from

Cisco Unified CallManager administration.

• Reset-Restart—Phone closed due to receiving a Reset/Restart from

Cisco Unified CallManager administration.

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Eliminating DNS or Other Connectivity Errors

If the phone continues to reset, follow these steps to eliminate DNS or other connectivity errors:

Procedure

Step 1 Reset the phone to factory defaults. See the “Resolving Startup Problems” section

on page 7-1 for details.

Step 2 Modify DHCP and IP settings:

a. Disable DHCP. See the “Configuring Network Settings” section on page 4-3

for instructions.

b. Assign static IP values to the phone. See the “Configuring Network Settings”

section on page 4-3 for instructions. Use the same default router setting used

for other functioning Cisco Unified IP Phones.

c. Assign a TFTP server. See the “Configuring Network Settings” section on

page 4-3 for instructions. Use the same TFTP server used for other

functioning Cisco Unified IP Phones.

Step 3 On the Cisco Unified CallManager server, verify that the local host files have the

correct Cisco Unified CallManager server name mapped to the correct IP address.

Step 4 From Cisco Unified CallManager, choose System > Server and verify that the

server is referred to by its IP address and not by its DNS name.

Step 5 From Cisco Unified CallManager, choose Device > Phone > Find 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.

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Step 6 Power cycle the phone:

• If the 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.

• If the phone receives inline power, unplug the cable from the Network port on

the phone and then plug it back in.

Chapter 7 Troubleshooting and Maintenance

General Troubleshooting Tips for the Cisco Unified IP Phone

Table 7-1 provides general troubleshooting information for the Cisco Unified IP

Phone.

Table 7-1 Cisco Unified IP Phone Troubleshooting

Summary Explanation

Poor quality when calling digital cell phones using the G.729 protocol.

Prolonged broadcast storms cause IP phones to re-register.

In Cisco Unified CallManager, 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 cellular phone will have poor voice quality. Use G.729 only when absolutely necessary.

Prolonged broadcast storms (lasting several minutes) on the voice VLAN cause the IP phones to re-register with another Cisco Unified CallManager server.

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Table 7-1 Cisco Unified IP Phone Troubleshooting (continued)

Summary Explanation

Moving a network connection from the phone to a workstation.

Changing the telephone configuration.

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.

Caution The computer’s network 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.

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 CallManager 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.

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Table 7-1 Cisco Unified IP Phone Troubleshooting (continued)

Summary Explanation

Codec mismatch between the phone and another device.

The RxType and the TxType that is being used for a conversation between this IP phone and the other device 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.

Sound sample mismatch between the phone and another device.

The size of the voice packets that are being used in a conversation between this IP phone and the other device should match.

Gaps in voice calls. Can be caused by a problem with jitter on the network or

periodic high rates of network activity.

Checking signaling. To check that signaling is working properly between the phone

and Cisco Unified CallManager, 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.

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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.

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Table 7-1 Cisco Unified IP Phone Troubleshooting (continued)

Summary Explanation

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. 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.

Loopback condition. A loopback condition can occur when the following conditions

are met:

• The SW Port Configuration option in the Network

Configuration menu on the phone is set to 10H

(10-BaseT / half duplex)

• The phone receives power from an external power supply

• 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:

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HALF_DUX_COLLISION_EXCEED_THRESHOLD

To resolve this problem, re-enable the port from the switch.

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Resetting or Restoring the Cisco Unified IP Phone

There are two general methods for resetting or restoring the Cisco Unified IP Phone:

• Performing a Basic Reset, page 7-16

• Where to Go for More Troubleshooting Information, page 7-16

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.

A basic reset resets any user and network configuration changes that you have made but that the phone has not written to its Flash memory to previously-saved settings, then restarts the phone.

To perform a basic reset, hold down the * and the 6 keys, and press the Settings button.

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.

• Cisco Unified IP Phone Troubleshooting Resources:

http://www.cisco.com/en/US/products/hw/phones/ps379/tsd_products_ support_series_home.html

• Cisco Unified Products and Services (Technical Support and

Documentation):

http://www.cisco.com/en/US/products/sw/voicesw/tsd_products_support_ category_home.html

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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.

Cleaning the Cisco Unified IP Phone

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Cisco 3951 Administration Manual

Specifications and Main Features

Frequently Asked Questions

User Manual