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IP Phone Registration guideThis document answers some of the most frequently asked questions (FAQ) about Cisco IP Phones. Q. What does it take to get my Cisco 7960, 7940, or 7910 IP Phone to register with Cisco CallManager? A. The registration of a Cisco IP Phone with Cisco CallManager is a four-step process.
Q. Which version of Cisco Unified CallManager is required in order to get the Cisco 7985G IP Phone registered? A. In order to use the 7985G IP Phone, you need Cisco Unified CallManager Version 4.1(3)sr2 or later. Q. Why does my IP phone fail to auto-register with Cisco CallManager? A. Cisco CallManager disables auto-registration by default in order to prevent unauthorized connections to your network. If you must turn on auto-registration, complete the steps that the Auto-Registration guide outlines. If your IP phones still fail to auto-register after you complete the instructions in the Auto-Registration guide, reset the IP phone back to factory defaults:
IP Phone Settings and Services Q. How can I prevent more than one outbound call on a shared line appearance? A. In situations where you have shared line appearances and wish to allow only one outbound call from the Directory Number (DN), you can change a service parameter in Cisco CallManager 3.12c. The service parameter is SharedLineNewCallSoftkeyDisable. Set this parameter to True in order to prevent a new call from being placed on the DN if it is already in use. This becomes important if the first party has the call on hold. If a second party were to make a new call, the first party could not resume or transfer the call. Q. How can I do a Conference Barge (cBarge) for more than two phones for an IP Phone extension? A. Increase the maximum number of calls on the phone line from two to 10 for the barged phone, based on the number of calls to be barged. If all the lines are utilized, the Error parse limit appears, which means the number of lines must be increased. Q. How can I answer only the primary line even if I have shared lines configured in my IP Phone? A. Change the Always use Prime Line parameter to True at the Global Level. It allows only the Primary line for that extension. Q. How do I change the number of rings that occur before my phone forwards to voice mail? A. You can easily change the number of times that an IP phone rings before it forwards to voice mail or another station. You need to change a service parameter. Complete these steps:
Q. How do I make the services button work? A. The Cisco 7960 and 7940 IP Phones allow their users to subscribe to services such as stock quotes, calendars, calculators, and others. For more information on how to resolve issues with services, refer to Fixing Problems with IP Phone Services. After configuration of the URL services, you must configure the service and then have the users subscribe to the newly created service. Cisco CallManager ships with a sample service to which you can point in order to ensure that your services work properly. Complete these steps in order to use the sample service:
Q. How do I make the Messages button work? A. The Messages button on the Cisco IP Phone is simply a speed-dial button that you can program with the directory number of a route pattern or Cisco voice mail port that points to your company voice mail system. Complete these steps in order to configure this button for your phones:
Q. How do I make the Directories button work? A. The Directories button on the Cisco 7960 and 7940 IP Phone provides access to these four directories:
Q. How to find out the IP phone mac-address and inventory details of other devices registered with the Cisco CallManager server? A. In the Cisco CallManager server, go to C:/program files/cisco/bin/ from the command line, and execute mmfspy. It lists the switch to be executed to find out the inventory of devices registered with the Cisco CallManager server. Q. How do I create custom rings for my Cisco IP Phones? A. The Cisco CallManager System guide documents the process to create custom ring tones for use by Cisco IP Phones. Refer to Custom Phone Rings. Q. How do I use Call Pickup? A. For examples of how to configure and use Call Pickup and Group Call Pickup, refer to Configuring and Utilizing the Call Pickup and Group Pickup Features with Cisco CallManager (for releases 3.x and 4.0). Q. How do I configure speed dial on my Cisco IP Phone? A. You can configure speed-dial buttons in one of two ways. The person who can administer Cisco CallManager can add the buttons from the Phone Configuration screen. But the ideal method is to allow the users to log in to the Cisco CallManager User pages and configure the speed-dial buttons for themselves. Complete these steps in order to configure speed-dial buttons on a Cisco 7960 or 7940 IP Phone:
Q. How can I make the Distinctive Ring list have the same ring tones as the default list? A. Complete these steps:
Q. How do I add the Corporate Directory to my Cisco IP SoftPhone? A. Refer to the Adding a Directory section of Configuring Settings for Cisco IP SoftPhone. Q. How do I find the codec currently used in the Cisco IP Phone 7940/7960/7970 during an active call? A. The Cisco IP Phone7940/7960/7970 display can be utilized for troubleshooting purposes through theInformation/Help (i or ?) button on the phone in order to display information on a call in progress. Press this button twice during an active call in order to activate this feature. The RxType/TxType tells you what codec is used for the conversation between this IP phone and the other device. Refer to Using the 79xx Status Information For Troubleshooting for more information. Q. How do I prevent the user from changing the ring volume and network configuration on IP phones? A. Users are unable to change the ring volume if you disable the Settings Access parameter on the Phone configuration page. Complete these steps:
Q. How do I unlock my phone? A. In order to configure the parameters that are under the Settings button, a phone unlock can be necessary. Press**# in order to unlock the phone. Q. How do I add feature keys to my Cisco 7910 IP Phone? A. The Cisco 7910 IP Phone has six configurable hard keys that you can configure in order to add features such as call park, transfer, pickup, and others. For help on how to configure your phone to meet your needs, refer to Adding Supplementary Services to Cisco 7910 with Feature Keys. Q. Can I reset my phone without access to Cisco CallManager? A. Yes, you can reset the phone this way. From the phone, enter **#** . For Cisco 7960 and 7940 IP Phones with a firmware release of 7.1(2) or later, complete these steps:
Q. How do I configure Cisco IP SoftPhone as a standalone IP phone? A. In order to configure Cisco IP SoftPhone as a standalone IP phone with its own lines, complete these steps:
Q. How can I remotely check phone information? A. If you go to http://<IPaddress of the phone>, you can check device, network, and port information for a phone. You cannot change any settings from here. Q. How can I tell what application load my phone uses? A. Press the Setting button, press 5, and press 3. Q. How do I get Distinctive Ringing for external versus internal calls on my Cisco IP Phone? A. Distinctive Ringing is a feature that is available on Cisco CallManager 3.0 and later when you use Skinny Gateways such as the DT24+ or the 6608 T-1 blade. However, this functionality is not available until release 3.1.2c with use of an H.323 gateway. In order to enable Distinctive Ringing, you must set the service parameter H323NetworkLocationOffNet to True. Q. In a phone with multiple line appearances, I want to be able to simply pick up the handset in order to answer a call to any line. How do I set this up? A. Set the Always Use Prime Line parameter to False in Cisco CallManager. Because this parameter is clusterwide, any change affects all the phones. There is no interruption to the call handling and no need to restart any service or reboot the Cisco CallManager server. In order to change this parameter, log in to the Cisco CallManager Administration page and complete these steps:
Q. Is it a normal behavior for the IP Phones to display the Intercom History option when you press the Directories button, even if IPMA is not configured or no intercom is available? A. Yes, this is a normal behavior for the IP Phones with phone load 8.3.1 or later. It is independent of how the IPMA is configured or whether there is an intercom on the IP Phones. Q. Do Cisco 7911 IP Phones have a mute button? A. The Cisco 7911 IP Phones do not have a mute button. However, they have a Monitor softkey which functions as a mute button as well. Q. How do I change the Caller ID on my IP phone? A. Specific hardware is required in order to provide full support for the Caller ID features. Refer to Caller ID for more information. Q. How do I enable Silence Suppression on Cisco CallManager for IP phones? A. By default Silence Suppression (VAD) is enabled on Cisco CallManager. If not , you can disable/enable it through the Service Parameters Configuration of the Cisco CallManager. Q. How do I change the order (sequence) of applications (services) in the Directories button of IP Phones? A. In order to change the order (sequence) of applications (services) in the Directories button of IP Phones, complete these steps:
Install/Upgrade IP phone Q. How do I change the load of my phone? A. Download the required IP phone firmware from Cisco IP Phone - Software Download ( registered customers only) . Download the required firmware version of the Cisco IP phone model in the format of zip or exe file.
Q. How do I verify a firmware upgrade for multiple IP Phones that is allocated in more than one device pool? A. The time taken for a firmware upgrade depends on the number of IP Phones in a Device Pool. If there are a few hundred IP Phones in a device pool, it takes a few hours to complete the firmware upgrade. In order to confirm and verify the upgrade, complete these steps
Q. How do I import new IP phones and users and assign Directory Numbers through the BAT in Cisco CallManager version 5.0? A. In order to create a new phone user and associate the user with a Directory Number (DN), ensure the phone template includes a Directory Number column. In order to do this, complete these steps:
Q. Why do I lose access to Directories and Service after an upgrade? A. You can lose access to the Services or Corporate Directory functionality after an upgrade if you forget to change the host name back to an IP address in the URL Services field and the URL Directories field under System > Enterprise Parameters. The upgrade process overwrites the previous entry. Cisco bug ID CSCdt29275 (registered customers only) is associated with this issue and is resolved in Cisco CallManager Release 3.0(8) and later. Q. How do I change or increase the number of users displayed on an IP phone with the Corporate Directory search in Cisco CallManager? A. Choose System > Enterprise Parameter > User Search Parameters in order to change or increase the maximum number of users displayed in the corporate directory on the Cisco CallManager CCMAdmin page. There are two options under User Search Parameters:
Troubleshooting IP Phone Q. Why is there only one-way audio when I make a call on my Cisco IP Phone? A. The causes for one-way audio in IP Telephony can vary. However, the root of the problem usually relates to IP routing issues. For an explanation of many of the common issues that relate to one-way audio, refer toTroubleshooting One Way Voice Issues. Q. Why am I unable to transfer a second incoming call from my Cisco IP Phone? A. Many of the issues with transfer relate to a default behavior of the IP phones. By default, the phones have Call Waiting set to ON. The document How to Disable Call Waiting to Allow Transfer of Second Incoming Call with Cisco CallManager 3.x discusses issues with transfers and IP phones. Q. What happens when the dst_auto_adjust option is enabled in a SIP phone load, SIPDefault.cnf config file? A. When you enable the dst_auto_adjust option in the SIPDefault.cnf config file, it adjusts the clock based on the other dst_* options. IP phones require a reset in order for the change to take affect. The default dst_auto_adjustsetting is enabled. dst_auto_adjust: 1—Enable (1-Default) or Disable (0) DST automatic adjustment Q. Why does the phone timeout when it downloads new firmware from the Cisco CallManager TFTP Server? A. Sometimes in centralized multi-site deployments, phones at far remote locations can experience timeout when they download new firmware from the headquarters TFTP server. This can be seen when latency between the phone and the TFTP server is higher than normal. In these cases where download timeouts are seen on remote phones, set up a local TFTP server at the remote site in order to resolve the issue. Refer to Cisco bug IDCSCsb10954 ( registered customers only) for more information. Q. Why do I not get a dial tone after I dial a 9 or other access code? A. For calls that you make to external numbers, you can configure Cisco CallManager to provide an outside dial tone after an initial access code is dialed. For example, if you have a route pattern of 9.@, you may want Cisco CallManager to play the external dial tone after you enter the 9. If this does not occur, it is due to an overlap of the dial plan that is configured on the Cisco CallManager. Cisco CallManager plays the outside dial tone when the pattern is unique. If you configure the 9.@ pattern and a call park range of 9xx, for example, Cisco CallManager waits until the pattern is unique enough before CallManager plays the outside dial tone. The dot in the route pattern has nothing to do with when the dial tone is played out to the caller. Look for overlap in these places:
Q. Why does my Cisco IP Phone display "From 9" when I receive a call from the Public Switched Telephone Network (PSTN)? A. "From 9" can display if you use an H.323 gateway in order to connect to the PSTN and no calling party information is passed. This can occur in this situation: If the incoming call has no calling party information, the router uses the destination pattern of the first plain old telephone service (POTS) dial peer that is associated with the voice port. If you have a POTS dial peer with a destination pattern of 9T, the incoming call picks up the 9 and presents it as the calling party number. If you cannot enable caller ID, you can prevent this behavior if you complete these steps:
Q. Why is there a delay when I make local calls? A. Cisco CallManager uses an interdigit timer in order to allow users sufficient time to enter the digits required to place a call. For Cisco CallManagers in North America that make use of the @ macro in their route patterns, the simplest solution is to use a route filter. Modify the default seven-digit route filter in this way: Local-Area-Code DOES NOT EXIST AND End-Of-Dialing DOES NOT EXIST If you do not use the @ macro in your dialing plan, you can shorten the interdigit timer value. The document Delay in Call Establishment: Configuring the Interdigit Timeout provides the procedure. Q. Why does my Cisco IP Phone display XML Error [4] during a Corporate Directory search? A. When you use the Corporate Directory button in order to search, Cisco CallManager does a lookup in the DC directory Lightweight Directory Access Protocol (LDAP) directory. Special characters cannot be parsed correctly and return an error to the IP phone. Some of these special characters are ( & " ' < > ). Avoid use of these characters in the naming convention for your users. Q. What is the difference between a restart and reset of a phone? A. A restart only reregisters the phone with Cisco CallManager, whereas a reset does a complete reinitialization of the phone. In the case of a reset, the phone fetches its configuration file again from the TFTP path, which does not happen if you restart the phone. Use of the sequence **#** also makes the phone fetch its configuration file from the TFTP path. For Cisco 7960 and 7940 IP Phones with a firmware release of 7.1(2) or later, complete these steps:
Q. Why am I unable to find all the users that I have configured when I use the Corporate Directory? A. When you search with the Corporate Directory button, Cisco CallManager does a lookup in the DC directory Lightweight Directory Access Protocol (LDAP) directory. All users who are entered into the Global Directory from the Cisco CallManager Administration web pages should appear in the Corporate Directory on the Cisco IP Phones. But, there is an exception. If the user performs a null search, which means that the user does not enter any search criteria, and simply presses the search softkey, Cisco CallManager only returns the first 64 entries. These entries appear on two pages of 32 entries each. This is to avoid CPU spikes in large enterprise deployments. In rare cases, the information on one Cisco CallManager in the cluster may have different information than another server in the same cluster. This can require you to manually get the LDAP directory back in synchronization. For more information, refer to Fixing Problems with DC Directory. Q. Why do all lines of the Cisco IP Phone 7914 Extension Module remain red? A. When you move a Cisco IP Phone 7960 that is attached with a Cisco IP Phone 7914 Extension Module from one location to another, all buttons of the lines of the extension module can go red. The configuration file for the phone can be unavailable. The lines of the IP Phone 7960 continue to work properly. Note: Cisco IP Phone 7914 Extension Module is not supported with Cisco IP Phone 7941. Complete these steps in order to make the lines of the 7914 work:
Q. In Peer Firmware sharing, how does the IP Phone user designate parents and hosts? A. In Peer Firmware sharing, the user does not need to designate parents and hosts. This is automatic. All the peer-enabled IP Phones on a given IP subnet form a tree structure in order to distribute their firmware. The user cannot force a given IP phone to be the parent. Q. How do I reset my Cisco IP Phone back to factory defaults? A. Refer to Resetting 7900 Series IP Phones to Factory Defaults for more information. Q. Why does the LED of a Cisco IP Phone 7914 Extension Module that is attached to a Cisco IP Phone 7960 go red when the remote phone barges into the call? A. When a call is active on the extension module, the LED for the line is green. It stays green even after a phone that is sharing the line uses the Barge or cBarge softkey in order to barge into the active call. Refer to Cisco bug IDCSCsa65880 ( registered customers only) for information about this issue. Use one of these methods in order to resolve the issue:
Q. Why does the LED of a Cisco IP Phone 7914 Extension Module that is attached to a Cisco IP Phone 7960 not go red when the remote phone answers the call? A. Extension modules that are attached to 7960 IP Phones with a firmware release of 7.2(3) display the sidecar LEDs, which depend on the Privacy setting that is configured for the remote phone. Consider this scenario. A 7940 IP Phone (phone A) that has the Directory Number (DN) 2001 shares the DN with the 7914 extension module (phone B) that is attached to a 7960 IP Phone. When a call comes to the DN 2001, the LED of the 7914 flashes amber. Now, phone A answers the call. If the Privacy is enabled on phone A, the icon on the 7914 shows double handset (remote in use). But the LED on the 7914 is OFF, which indicates that the line is available for use on the 7914. You can get a new call if you press the line button on the 7914, and you do not have the ability to barge in (because phone A has enabled privacy). If the Privacy is disabled on phone A, the icon on the 7914 shows double handset (remote in use), and the LED is red to indicate remote in use. If you press the red LED, you get the "In Use Remote" message on the phone, and you have softkeys for Barge and NewCall. This discrepancy of behavior with respect to Privacy settings is resolved in IP Phone 7960 firmware release 7.2(4). Q. Is there a way in which Cisco CallManager can prevent a call forward loop between two IP Phones? A. Call forward loops can occur not only between two IP Phones, but also between IP phones, the PSTN, or applications, such as voice mail or IPCC. There is no way for Cisco CallManager to detect and prevent call forward loops. In order to avoid them, make sure that your configuration is correct. Q. Do I need a license for a Cisco IP Phone, and how does the licensing scheme work? A. The Cisco CallManager software requires you to purchase a CallManager Client Access License (CAL) for each IP phone, SoftPhone, or other endpoint device or application (IP phone) that registers with the CallManager software. This CAL requisite applies regardless of the source (Cisco or a third party) or the functionality of that IP phone. If you purchase a spare IP phone, you do not need to purchase a CAL for that spare if that spare is used to replace another IP phone for which a CAL is already paid. Note: That spare phone is never registered with a Cisco CallManager until the phone that the spare replaces is deregistered with that Cisco CallManager. If the spare IP phone is not used as a replacement for an IP phone for which a CAL is paid, you must purchase a CAL for that spare. The Cisco CallManager CAL policy is that you must purchase a matching number of IP phones and associated CALs, with the exception of spares that are used as replacements. Q. How do I erase the Configuration (Network, Device, Security etc) on Cisco IP phones 79xx? A. Complete these steps:
Q. The Cisco IP phone is unable to register to a Cisco CallManager subscriber server and registers with the publisher server, even though the option 150 on the DHCP server has the subscriber server as the first option. How do I troubleshoot this issue? A. In order to resolve this issue complete these steps:
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