Cisco Unified SIP Phone 3911 Administration Guide For Communications Manager 6.0 And 5.1 3911AG

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Cisco Unified SIP Phone 3911
Administration Guide for Cisco
Unified Communications Manager
6.0 and 5.1
Text Part Number: OL-14029-01
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Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager
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CONTENTS
Preface p-xi
Overview p-xi
Audience p-xi
Objectives p-xii
Organization p-xii
Related Documentation p-xiii
Obtaining Documentation, Obtaining Support, and Security Guidelines p-xiv
Document Conventions p-xiv
CHAPTER
1An Overview of the Cisco Unified IP Phone 1-1
Understanding the Cisco Unified SIP Phone 3911 1-2
What Networking Protocols Are Used? 1-3
What Features are Supported on the Cisco Unified SIP Phone 3911? 1-7
Feature Overview 1-7
Configuring Telephony Features 1-8
Configuring Network Parameters Using the Cisco Unified IP Phone 1-8
Providing Users with Feature Information 1-9
Understanding Security Features for Cisco Unified SIP Phone 3911 1-9
Overview of Configuring and Installing Cisco Unified IP Phones 1-10
Configuring Cisco Unified IP Phones in Cisco Unified Communications
Manager 1-10
Checklist for Configuring the Cisco Unified IP Phone in Cisco Unified
Communications Manager 1-11
Contents
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Installing Cisco Unified IP Phones 1-14
Checklist for Installing the Cisco Unified IP Phone 1-14
CHAPTER
2Preparing to Install the Cisco Unified IP Phone on Your Network 2-1
Understanding How the Cisco Unified IP Phone Interacts with Cisco Unified
Communications Manager 2-2
Phone Behavior During Times of Network Congestion 2-3
Providing Power to the Cisco Unified IP Phone 2-3
Power Guidelines 2-4
Cisco Unified IP Phone Power Injector 2-5
Power Outage 2-5
Obtaining Additional Information about Power 2-5
Understanding Phone Configuration Files 2-6
SIP Dial Rules 2-7
Understanding the Phone Startup Process 2-7
Adding Phones to the Cisco Unified Communications Manager Database 2-10
Adding Phones with Auto-Registration 2-11
Adding Phones with Cisco Unified Communications Manager
Administration 2-11
Adding Phones with BAT 2-12
Determining the MAC Address for a Cisco Unified IP Phone 2-13
CHAPTER
3Setting Up the Cisco Unified IP Phone 3-1
Before You Begin 3-1
Network Requirements 3-2
Cisco Unified Communications Manager Configuration 3-2
Safety 3-3
Understanding the Cisco Unified IP Phone Components 3-4
Network Port 3-5
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Contents
Handset 3-5
Speakerphone 3-5
Headset 3-5
Audio Quality Subjective to User 3-6
Connecting a Headset 3-6
Installing the Cisco Unified IP Phone 3-6
Mounting the Phone to the Wall 3-9
Verifying the Phone Startup Process 3-10
Configuring Startup Network Settings 3-11
CHAPTER
4Configuring Settings on the Cisco Unified IP Phone 4-1
Editing Values 4-1
Unlocking and Locking Options 4-2
Configuration Menus on the Cisco Unified IP Phone 4-3
Configuring User Preference 4-3
Configuring Network Settings 4-3
Cisco Unified Communications Manager Options 4-7
SIP Configuration Menu 4-8
Additional Configurations for the Cisco Unified SIP Phone 3911 4-9
Configuring a SIP Phone Dial Plan 4-9
Enabling the Cisco Unified SIP Phone 3911 to Use DTMF 4-9
CHAPTER
5Configuring Features and Users 5-1
Telephony Features Available for the Cisco Unified IP Phone 5-1
Adding Users to Cisco Unified Communications Manager 5-5
CHAPTER
6Viewing Status, Statistics, and Firmware Information on the Cisco
Unified IP Phone 6-1
Network Statistics Screen 6-1
Contents
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Firmware Versions Screen 6-2
CHAPTER
7Troubleshooting and Maintenance 7-1
Resolving Startup Problems 7-1
Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal
Startup Process 7-2
Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified
Communications Manager 7-3
Identifying Error Messages 7-3
Registering the Phone with Cisco Unified Communications Manager 7-4
Checking Network Connectivity 7-4
Verifying TFTP Server Settings 7-4
Verifying IP Addressing and Routing 7-5
Verifying DNS Settings 7-5
Verifying Cisco Unified Communications Manager Settings 7-5
Cisco Unified Communications Manager and TFTP Services Are Not
Running 7-6
Creating a New Configuration File 7-6
Symptom: Cisco Unified IP Phone Unable to Obtain IP Address 7-8
Cisco Unified IP Phone Resets Unexpectedly 7-8
Verifying Physical Connection 7-9
Identifying Intermittent Network Outages 7-9
Verifying DHCP Settings 7-9
Checking Static IP Address Settings 7-10
Verifying Voice VLAN Configuration 7-10
Verifying that the Phones Have Not Been Intentionally Reset 7-10
Eliminating DNS or Other Connectivity Errors 7-11
General Troubleshooting Tips for the Cisco Unified IP Phone 7-12
Resetting or Restoring the Cisco Unified IP Phone 7-15
Performing a Basic Reset 7-16
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Where to Go for More Troubleshooting Information 7-16
Cleaning the Cisco Unified IP Phone 7-16
APPENDIX
AProviding Information to Users Via a Website A-1
How Users Obtain Support for the Cisco Unified IP Phone A-1
How Users Get Copies of Cisco Unified IP Phone Manuals A-2
How Users Access a Voice Messaging System A-2
APPENDIX
BSupporting International Users B-1
Installing the Cisco Unified Communications Manager Locale Installer B-1
APPENDIX
CTechnical Specifications C-1
Physical and Operating Environment Specifications C-1
Network Port Pinouts C-2
I
NDEX
Contents
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Preface
Overview
The Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified
Communications Manager 6.0 and 5.1 provides the information you need to
understand, install, configure, manage, and troubleshoot the phones on a
Voice-over-IP (VoIP) network.
Because of the complexity of a Unified Communications network, this guide does
not provide complete and detailed information for procedures that you need to
perform in Cisco Unified Communications Manager (formerly Cisco Unified
CallManager) or other network devices.
Audience
Network engineers, system administrators, or telecom engineers should review
this guide to learn the steps required to properly set up the
Cisco Unified SIP Phone 3911 on the network.
The tasks described are considered to be administration-level tasks and are not
intended for end-users of the phones. Many of the tasks involve configuring
network settings and affect the phone’s ability to function in the network.
Because of the close interaction between the Cisco Unified IP Phone and Cisco
Unified Communications Manager, many of the tasks in this manual require
familiarity with Cisco Unified Communications Manager.
Preface
Objectives
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Objectives
This guide provides the required steps to get the Cisco Unified IP Phone up and
running on a Voice-over-IP (VoIP) network.
Organization
This manual is organized as follows:
Chapter Description
Chapter 1, “An Overview of the
Cisco Unified IP Phone”
Provides a conceptual overview and description of
the Cisco Unified IP Phone.
Chapter 2, “Preparing to Install the Cisco
Unified IP Phone on Your Network”
Describes how the IP Phone interacts with other
key IP telephony components, and provides an
overview of the tasks required prior to installation.
Chapter 3, “Setting Up the Cisco
Unified IP Phone”
Describes how to properly and safely install and
configure the Cisco Unified IP Phone on your
network.
Chapter 4, “Configuring Settings on the Cisco
Unified IP Phone”
Describes how to configure network settings,
verify status, and make global changes to the
Cisco Unified IP Phone.
Chapter 5, “Configuring Features and Users” Provides an overview of procedures for
configuring telephony features, configuring
directories, configuring phone button and softkey
templates, setting up services, and adding users to
Cisco Unified Communications Manager.
Chapter 6, “Viewing Status, Statistics, and
Firmware Information on the Cisco
Unified IP Phone”
Provides an overview of procedures for
configuring telephony features and adding users to
Cisco Unified Communications Manager.
Chapter 7, “Troubleshooting and Maintenance” Provides tips for troubleshooting the
Cisco Unified IP Phones and the Expansion
Module.
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Preface
Related Documentation
Related Documentation
For more information about Cisco Unified IP Phones or Cisco Unified
Communications Manager, refer to the following publications:
Cisco Unified SIP Phones 3900 series
http://www.cisco.com/en/US/products/ps7193/tsd_products_support_series_ho
me.html
Cisco Unified SIP Phone 3911 Phone Guide for Cisco Unified
Communications Manager 6.0 and 5.1
Cisco Unified SIP Phone 3911 Installation Guide
Cisco United SIP Phone 3911 Release Notes
Cisco Unified Communications Manager
Related publications are available at the following URL:
http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_
series_home.html
Cisco Unified Communications Manager Business Edition
Related publications are available at the following URL:
http://www.cisco.com/en/US/products/ps7273/tsd_products_support_series_ho
me.html
Appendix A, “Providing Information to Users Via
a Website”
Provides suggestions for setting up a website for
providing users with important information about
their Cisco Unified IP Phones.
Appendix B, “Supporting International Users” Provides information about setting up phones in
non-English environments.
Appendix C, “Technical Specifications” Provides technical specifications of the Cisco
Unified IP Phone.
Index Provides reference information.
Chapter Description
Preface
Obtaining Documentation, Obtaining Support, and Security Guidelines
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Obtaining Documentation, Obtaining Support, and
Security Guidelines
For information about obtaining documentation, obtaining support, providing
documentation feedback, security guidelines, and recommended aliases and
general Cisco documents, see the monthly Whats New in Cisco Product
Documentation, which also lists all new and revised Cisco technical
documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Document Conventions
This document uses the following conventions:
Convention Description
boldface font Commands and keywords are in boldface.
italic font Arguments for which you supply values are in italics.
[ ] Elements in square brackets are optional.
{ x | y | z } Alternative keywords are grouped in braces and separated by vertical bars.
[ x | y | z ] Optional alternative keywords are grouped in brackets and separated by
vertical bars.
string A nonquoted set of characters. Do not use quotation marks around the string
or the string will include the quotation marks.
screen font Terminal sessions and information the system displays are in screen font.
boldface screen font Information you must enter is in boldface screen font.
italic screen font Arguments for which you supply values are in italic screen font.
^ The symbol ^ represents the key labeled Control—for example, the key
combination ^D in a screen display means hold down the Control key while
you press the D key.
< > Nonprinting characters, such as passwords are in angle brackets.
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Preface
Document Conventions
Note Means reader take note. Notes contain helpful suggestions or references to
material not covered in the publication.
Caution Means reader be careful. In this situation, you might do something that could
result in equipment damage or loss of data.
Warning
Means danger. You are in a situation that could cause bodily injury. Before you
work on any equipment, be aware of the hazards involved with electrical
circuitry and be familiar with standard practices for preventing accidents.
Preface
Document Conventions
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CHAPTER
1
An Overview of the
Cisco Unified IP Phone
The Cisco Unified SIP Phone 3911 provides voice communication over an
Internet Protocol (IP) network. The IP Phone functions like a digital business
telephone, allowing you to place and receive phone calls and to access features
such as mute, hold, transfer, speed dial, and call forward. The IP Phone also
supports security features that include image and digest authentication.
The Cisco Unified SIP Phone 3911 is interoperable with RFC-3261, RFC-3264,
RFC-3264, RFC-3311, RFC 3515, and RFC-3891.
An IP Phone, like other network devices, must be configured and managed. These
phones support G.711a, G.711u, G.729(decode only), and G.729a. This manual
describes the Cisco Unified SIP Phone 3911.
This chapter includes the following topics:
Understanding the Cisco Unified SIP Phone 3911, page 1-2
What Networking Protocols Are Used?, page 1-3
What Features are Supported on the Cisco Unified SIP Phone 3911?, page 1-7
Understanding Security Features for Cisco Unified SIP Phone 3911, page 1-9
Overview of Configuring and Installing Cisco Unified IP Phones, page 1-10
Caution Using a cell, mobile, or GSM phone, or two-way radio in close proximity to a
Cisco Unified IP Phone might cause interference. For more information, refer to
the manufacturer's documentation of the interfering device.
Chapter 1 An Overview of the Cisco Unified IP Phone
Understanding the Cisco Unified SIP Phone 3911
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Understanding the Cisco Unified SIP Phone 3911
Figure 1-1 shows the main components of the Cisco Unified SIP Phone 3911.
Figure 1-1 Cisco Unified SIP Phone 3911
Cisco SIP Phone
3911
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6
MNO
9
WXYZ
#
2
ABC
5
JKL
8
TUV
0
1
4
GHI
7
PQRS
1 2 3
4
5
1112
13
14
15
16
17
6
7
8
9
10
184399
CISCO
1
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Chapter 1 An Overview of the Cisco Unified IP Phone
What Networking Protocols Are Used?
What Networking Protocols Are Used?
Cisco Unified IP Phones support several industry-standard and Cisco networking
protocols required for voice communication. Table 1-1 provides an overview of
the networking protocols supported on the Cisco Unified SIP Phone 3911.
1Phone Screen 10 Mute Button
2Message Waiting Indicator 11 Keypad
3Cisco Unified IP Phone Series 12 Messages Button
4Cancel Button 13 Hold Button
5OK Button 14 Transfer Button
6Navigation Bar 15 Conference Button
7Line Button 16 Redial Button
8Volume Button 17 HandSet
9Speaker Button
Chapter 1 An Overview of the Cisco Unified IP Phone
What Networking Protocols Are Used?
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Table 1-1 Supported Networking Protocols on the Cisco Unified IP Phone
Networking Protocol Purpose Usage Notes
Cisco Discovery
Protocol (CDP)
CDP is a device-discovery protocol
that runs on all Cisco-manufactured
equipment.
Using CDP, a device can advertise its
existence to other devices and receive
information about other devices in
the network.
The Cisco Unified IP Phone uses
CDP to communicate information
such as auxiliary VLAN ID, per port
power management details, and
Quality of Service (QoS) configuration
information with the Cisco Catalyst
switch.
Dynamic Host
Configuration Protocol
(DHCP)
DHCP dynamically allocates and
assigns an IP address to network
devices.
DHCP enables you to connect an IP
phone into the network and have it
become operational without you
needing to manually assign an IP
address or configure additional
required network parameters.
DHCP is enabled by default. If
disabled, you must manually
configure the IP address, subnet
mask, gateway, and a TFTP server on
each phone locally.
Cisco recommends that you use
DHCP custom option 150. With this
method, you configure the TFTP
server IP address as the option value.
For additional supported DCHP
configurations, refer Cisco Unified
Communications Manager System
Guide.
Hypertext Transfer
Protocol (HTTP)
HTTP is the standard way of
transferring information and moving
documents across the Internet and the
web.
Cisco Unified SIP Phone 3911
supports HTTP.
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Chapter 1 An Overview of the Cisco Unified IP Phone
What Networking Protocols Are Used?
Internet Protocol (IP) IP is a messaging protocol that
addresses and sends packets across
the network.
To communicate using IP, network
devices must have an assigned IP
address, subnet, and gateway.
IP addresses, subnets, and gateways
identifications are automatically
assigned if you are using the
Cisco Unified IP Phone with
Dynamic Host Configuration
Protocol (DHCP). If you are not
using DHCP, you must manually
assign these properties to each phone
locally.
Network Time Protocol
(NTP)
NTP is a protocol that is used to
synchronize timekeeping among a set
of distributed time servers and
clients.
When you configure Network Time
Protocol (NTP) on Cisco Unified
Communications Manager
Administration, the Cisco Unified IP
phones will get the date and time
from an NTP server.
Real-Time Transport
(RTP)
RTP is a standard protocol for
transporting real-time data, such as
interactive voice and video, over data
networks.
Cisco Unified IP Phones use the RTP
protocol to send and receive
real-time voice traffic from other
phones and gateways.
Session Description
Protocol (SDP)
SDP is the portion of the SIP protocol
that determines which parameters are
available during a connection
between two endpoints. Conferences
are established using only the SDP
capabilities that are supported by all
endpoints in the conference.
SDP capabilities, such as codec
types, DTMF detection, and comfort
noise are normally configured on a
global basis by the Cisco Unified
Communications Manager or the
Media Gateway in operation. Some
SIP endpoints may allow these
parameters to be configured on the
endpoint itself.
Table 1-1 Supported Networking Protocols on the Cisco Unified IP Phone (continued)
Networking Protocol Purpose Usage Notes
Chapter 1 An Overview of the Cisco Unified IP Phone
What Networking Protocols Are Used?
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Related Topics
Understanding How the Cisco Unified IP Phone Interacts with Cisco Unified
Communications Manager, page 2-2
Understanding the Phone Startup Process, page 2-7
Configuration Menus on the Cisco Unified IP Phone, page 4-3
Session Initiation
Protocol (SIP)
SIP is the Internet Engineering task
Force (IETF) standard for
multimedia conferencing over IP. SIP
is an ASCII-based, application-layer
control protocol (defined in RFC
3261) that can be used to establish,
maintain, and terminate calls
between two or more endpoints.
Like other VoIP protocols, SIP is
designed to address the functions of
signaling and session management
within a packet telephony network.
Signaling allows call information to
be carried across network
boundaries. Session management
provides the ability to control the
attributes of an end-to-end call.
Transmission Control
Protocol (TCP)
TCP is a connection-oriented
transport protocol.
Trivial File Transfer
Protocol (TFTP)
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.
TFTP requires a TFTP server in your
network, which can be automatically
identified from the DHCP server. If
you want a phone to use a TFTP
server other than the one specified by
the DHCP server, you must manually
assign the IP address of the TFTP
server using the Network
Configuration menu on the phone.
User Datagram Protocol
(UDP)
UDP is a connectionless messaging
protocol for delivery of data packets.
Cisco Unified IP Phones transmit
and receive RTP streams, which
utilize UDP.
Table 1-1 Supported Networking Protocols on the Cisco Unified IP Phone (continued)
Networking Protocol Purpose Usage Notes
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Chapter 1 An Overview of the Cisco Unified IP Phone
What Features are Supported on the Cisco Unified SIP Phone 3911?
What Features are Supported on the Cisco Unified
SIP Phone 3911?
The Cisco Unified SIP Phone 3911 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 1-8
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 3911
so that it can access Cisco Unified Communications Manager and the rest of the
IP network. By using DHCP, you have fewer settings to configure on a phone, but
if your network requires it, you can manually configure an IP address, TFTP
server, and subnet mask. For instructions on configuring the network settings on
the Cisco Unified IP Phones, see Chapter 4, “Configuring Settings on the Cisco
Unified IP Phone.
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.
Chapter 1 An Overview of the Cisco Unified IP Phone
What Features are Supported on the Cisco Unified SIP Phone 3911?
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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 Communications Manager Administration application. Use this
web-based application to set up phone registration criteria and calling search
spaces. See the “Telephony Features Available for the Cisco Unified IP Phone”
section on page 5-1, and refer to the Cisco Unified Communications Manager
documentation for additional information.
For more information about the Cisco Unified Communications Manager
Administration application, refer to Cisco Unified Communications Manager
documentation, including Cisco Unified Communications Manager
Administration Guide. You can also use the context-sensitive help available
within the application for guidance.
You can access the complete Cisco Unified Communications Manager
documentation suite at this location:
http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_
series_home.html
Related Topic
Telephony Features Available for the Cisco Unified IP Phone, page 5-1
Configuring Network Parameters Using the Cisco Unified IP
Phone
You can configure parameters such as DHCP, TFTP, and IP settings on the phone
itself. You can also obtain statistics about a current call or firmware versions on
the phone.
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Chapter 1 An Overview of the Cisco Unified IP Phone
Understanding Security Features for Cisco Unified SIP Phone 3911
For more information about configuring features and viewing statistics from the
phone, see Chapter 4, “Configuring Settings on the Cisco Unified IP Phone” and
see Chapter 6, “Viewing Status, Statistics, and Firmware Information on the Cisco
Unified IP Phone.
Related Topics
Configuring Settings on the Cisco Unified IP Phone, page 4-1
Troubleshooting and Maintenance, page 7-1
Providing Users with Feature Information
If you are a system administrator, you are likely the primary source of information
for Cisco Unified IP Phone users in your network or company. To ensure that you
distribute the most current feature and procedural information, familiarize
yourself with Cisco Unified IP Phone documentation. Make sure to visit the
Cisco Unified IP Phone web site:
http://www.cisco.com/en/US/products/hw/phones/ps379/tsd_products_support_s
eries_home.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 3911
Cisco Unified SIP Phone 3911 support the following security feature:
Digest authentication—When the phone makes any request, Cisco Unified
Communications Manager issues a challenge that requires the phone to
respond with the correct password.
Chapter 1 An Overview of the Cisco Unified IP Phone
Overview of Configuring and Installing Cisco Unified IP Phones
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Overview of Configuring and Installing Cisco
Unified IP Phones
When deploying a new IP telephony system, system administrators and network
administrators must complete several initial configuration tasks to prepare the
network for IP telephony service. For information and a checklist for setting up
and configuring a complete Cisco Unified IP telephony network, refer to the
“System Configuration Overview” chapter in Cisco Unified Communications
Manager System Guide.
After you have set up the IP telephony system and configured system-wide
features in Cisco Unified Communications Manager, you can add IP phones to the
system.
The following topics provide an overview of procedures for adding
Cisco Unified IP Phones to your network:
Configuring Cisco Unified IP Phones in Cisco Unified Communications
Manager, page 1-10
Installing Cisco Unified IP Phones, page 1-14
Configuring Cisco Unified IP Phones in Cisco Unified
Communications Manager
To add phones to the Cisco Unified Communications Manager database, you can
use:
Auto-registration
Cisco Unified Communications Manager Administration
Cisco Unified Communications Manager Bulk Administration (BAT)
BAT and the Tool for Auto-Registered Phones Support (TAPS)
For more information about these choices, see the Adding Phones to the Cisco
Unified Communications Manager Database” section on page 2-10.
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Chapter 1 An Overview of the Cisco Unified IP Phone
Overview of Configuring and Installing Cisco Unified IP Phones
For general information about configuring phones in Cisco Unified
Communications Manager, refer to the “Cisco Unified IP Phones” chapter in
Cisco Unified Communications Manager System Guide and the “Cisco Unified IP
Phone Configuration” chapter in Cisco Unified Communications Manager
Administration Guide.
Checklist for Configuring the Cisco Unified IP Phone in Cisco Unified
Communications Manager
Table 1-2 provides an overview and checklist of configuration tasks for the
Cisco Unified IP Phone in Cisco Unified Communications Manager
Administration. The list presents a suggested order to guide you through the
phone configuration process. Some tasks are optional, depending on your system
and user needs. For detailed procedures and information, refer to the sources in
the list.
Table 1-2 Checklist for Configuring the Cisco Unified SIP Phone 3911 in
Cisco Unified Communications Manager
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
Associated directory number (DN)
to assign to the phone
Cisco Unified Communications
Manager user to associate with the
phone
Provides list of configura-
tion requirements for setting
up phones.
Identifies preliminary con-
figuration that you need to
perform before configuring
individual phones.
Refer to Cisco Unified Com-
munications Manager System
Guide,
“Cisco Unified IP Phone”
chapter.
See the “Telephony Features
Available for the Cisco
Unified IP Phone” section on
page 5-1.
Chapter 1 An Overview of the Cisco Unified IP Phone
Overview of Configuring and Installing Cisco Unified IP Phones
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2. Add and configure the phone by
completing these required fields in the
Phone Configuration window:
Phone type
Description (user name or ID)
MAC address
Device pool
Partition
Calling Search Space
Adds the device with its
default settings to the Cisco
Unified Communications
Manager database.
Refer to Cisco Unified Com-
munications Manager Admin-
istration Guide,
“Cisco Unified IP Phone Con-
figuration” chapter.
3. Add and configure directory number
on the phone by completing these
required fields in the Directory Number
Configuration window:
Directory number
Partition
Multiple Calls and Call Waiting
Call Forwarding
Voice Messaging (if used)
Adds a directory number
and features that are associ-
ated with a directory number
to the phone.
Refer to Cisco Unified Com-
munications Manager Admin-
istration Guide,
“Cisco Unified IP Phone Con-
figuration” chapter,
“Directory Number Configu-
ration” 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.
4. Add user information by configuring
required fields:
Name (last)
User ID
Adds user information to the
global directory for Cisco
Unified Communications
Manager.
Refer to Cisco Unified Com-
munications Manager Admin-
istration Guide,
“End User Configuration”
chapter.
See the Adding Users to
Cisco Unified Communica-
tions Manager” section on
page 5-5.
Table 1-2 Checklist for Configuring the Cisco Unified SIP Phone 3911 in
Cisco Unified Communications Manager (continued)
Task Purpose For More Information
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Chapter 1 An Overview of the Cisco Unified IP Phone
Overview of Configuring and Installing Cisco Unified IP Phones
5. Associate a user with a phone
(optional).
Provides users with control
over their phone such as for-
warding calls or adding
speed-dial numbers.
Note Some phones, such
as those in confer-
ence rooms, do not
have an associated
user.
Refer to Cisco Unified Com-
munications Manager Admin-
istration Guide,
“End User Configuration”
chapter, “Associating Devices
to a User” section.
6. Configure a SIP Phone Dial Plan for
the Cisco Unified SIP Phone
3911(optional).
To ensure successful call
completion on systems that
require digits to be sent one
at a time.
Refer to Cisco Unified Com-
munications Manager Admin-
istration Guide,
“SIP Dial Rules Configura-
tion” chapter.
See the “Configuring a SIP
Phone Dial Plan” section on
page 4-9.
7. Configure the system to support the
use of DTMF on the Cisco Unified SIP
Phone 3911(optional).
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 Com-
munications Manager Admin-
istration Guide,
“Media Termination Point
Configurations” chapter and
“Cisco Unified IP Phone”
chapter.
See the “Enabling the Cisco
Unified SIP Phone 3911 to Use
DTMF” section on page 4-9.
Table 1-2 Checklist for Configuring the Cisco Unified SIP Phone 3911 in
Cisco Unified Communications Manager (continued)
Task Purpose For More Information
Chapter 1 An Overview of the Cisco Unified IP Phone
Overview of Configuring and Installing Cisco Unified IP Phones
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Installing Cisco Unified IP Phones
After you have added the phones to the Cisco Unified Communications Manager
database, you can complete the phone installation. You (or the phone users) can
install the phone at the users’s location. The Cisco Unified IP Phone Installation
Guide that ships in the box with each phone provides directions for connecting the
phone handset, cables, and other accessories.
Note Before you install a phone, even if it is new, upgrade the phone to the current
firmware image. You can find the latest firmware for the Cisco Unified Phone
3911 at http://www.cisco.com/cgi-bin/tablebuild.pl/ip-3900ser.
After the phone is connected to the network, the phone startup process begins and
the phone registers with Cisco Unified Communications Manager. To finish
installing the phone, configure the network settings on the phone depending on
whether you enable or disable DHCP service.
If you used auto-registration, you need to update the specific configuration
information for the phone such as associating the phone with a user, changing the
button table, or directory number.
Checklist for Installing the Cisco Unified IP Phone
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 3911
Task Purpose For More Information
1. Choose the power source for the phone:
Power over Ethernet (PoE)
External power supply
Determines how the phone
receives power.
See the “Providing Power
to the Cisco Unified IP
Phone” section on
page 2-3.
2. Assemble the phone, placement, and
connect the network cable.
Locates and installs the phone
in the network.
See the “Installing the
Cisco Unified IP Phone”
section on page 3-6.
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Chapter 1 An Overview of the Cisco Unified IP Phone
Overview of Configuring and Installing Cisco Unified IP Phones
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.
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
Communications Manager IP
address for TFTP Server 1 (optional)
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.
Enter the domain name where the
phone resides
Enter the Cisco Unified
Communications Manager IP address
for TFTP Server
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.
Table 1-3 Checklist for Installing the Cisco Unified SIP Phone 3911 (continued)
Task Purpose For More Information
Chapter 1 An Overview of the Cisco Unified IP Phone
Overview of Configuring and Installing Cisco Unified IP Phones
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5. Make calls with the Cisco Unified IP
Phone.
Verifies that the phone and
features work correctly.
Refer to the Cisco Unified
SIP Phone 3911 Phone
Guide for Cisco Unified
Communications
Manager.
6. Provide information to end users about
how to use their phones and how to
configure their phone options.
Ensures that users have
adequate information to suc-
cessfully use their
Cisco Unified IP Phones.
See Appendix A, “Provid-
ing Information to Users
Via a Website.
Table 1-3 Checklist for Installing the Cisco Unified SIP Phone 3911 (continued)
Task Purpose For More Information
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CHAPTER
2
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
Communications Manager.
This chapter focuses on the interactions between the Cisco Unified SIP Phone
3911 and Cisco Unified Communications Manager, DNS and DHCP servers,
TFTP servers, and switches. It also describes options for powering phones.
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
Communications Manager, 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 Communications Manager Database,
page 2-10
Adding Phones with Auto-Registration, page 2-11
Adding Phones with BAT, page 2-12
Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network
Understanding How the Cisco Unified IP Phone Interacts with Cisco Unified Communications Manager
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Determining the MAC Address for a Cisco Unified IP Phone, page 2-13
Understanding How the Cisco Unified IP Phone
Interacts with Cisco Unified Communications
Manager
Cisco Unified Communications Manager is an open and industry-standard call
processing system. To function in the IP telephony network, the Cisco Unified IP
Phone must be connected to a networking device, such as a Cisco Catalyst switch.
You must also register the Cisco Unified IP Phone with a Cisco Unified
Communications Manager system before sending and receiving calls.
Cisco Unified Communications Manager software sets up and tears down calls
between phones, integrating traditional PBX functionality with the corporate IP
network. Cisco Unified Communications Manager manages the components of
the IP telephony system—the phones, the access gateways, and the resources
necessary for such features as call conferencing and route planning. Cisco Unified
Communications Manager also provides:
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 Cisco Unified Communications Manager and a phone
For information about configuring Cisco Unified Communications Manager to
work with the IP devices described in this chapter, refer to Cisco Unified
Communications Manager Administration Guide, Cisco Unified Communications
Manager System Guide, and Cisco Unified Communications Manager Security
Guide.
For an overview of security functionality for the Cisco Unified IP Phone, see the
“Understanding Security Features for Cisco Unified SIP Phone 3911” section on
page 1-9.
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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
Note If the Cisco Unified IP Phone model that you want to configure does not appear
in the Phone Type drop-down list in Cisco Unified Communications Manager
Administration, go to the following URL and install the latest support patch for
your version of Cisco Unified Communications Manager:
http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml
Related Topic
Telephony Features Available for the Cisco Unified IP Phone, page 5-1
Phone Behavior During Times of Network Congestion
Anything that degrades network performance can affect Cisco IP Phone voice and
video quality, and in some cases, can cause a call to drop. Sources of network
degradation can include, but are not limited to, the following activities:
Administrative tasks, such as an internal port scan or security scan
Attacks that occur on your network, such as a Denial of Service attack
To reduce or eliminate any adverse effects to the phones, schedule administrative
network tasks during a time when the phones are not being used or exclude the
phones from testing.
Providing Power to the Cisco Unified IP Phone
The Cisco Unified SIP Phone 3911 can be powered with external power or with
Power over Ethernet (PoE). External power is provided through a separate power
supply. PoE is provided by a switch through the Ethernet cable attached to a
phone.
Note When you install a phone that is powered with external power, connect the power
supply to the phone and to a power outlet before you connect the Ethernet cable
to the phone. When you remove a phone that is powered with external power,
disconnect the Ethernet cable from the phone before you disconnect the power
supply.
Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network
Providing Power to the Cisco Unified IP Phone
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The following sections provide more information about powering a phone:
Power Guidelines, page 2-4
Cisco Unified IP Phone Power Injector, page 2-5
Obtaining Additional Information about Power, page 2-5
Power Guidelines
Table 2-1 provides guidelines for powering the Cisco Unified SIP Phone 3911.
Table 2-1 Guidelines for Powering the Cisco Unified SIP Phone 3911
Power Type Guidelines
External power—
Provided through the
CP-PWR-CUBE-3
external power supply.
The Cisco Unified SIP Phone 3911 uses the CP-PWR-CUBE-3 power
supply.
External power—
Provided through the
Cisco Unified IP Phone
Power Injector external
power supply.
The Cisco Unified IP Phone Power Injector external power supply may be
used with any Cisco Unified IP Phone. Functioning as a midspan device, the
injector delivers inline power to the attached phone. The Cisco Unified IP
Phone Power Injector is connected between a switch port and the IP Phone,
and supports a maximum cable length of 100m between the unpowered
switch and the IP Phone.
For more information, see the “Cisco Unified IP Phone Power Injector”
section on page 2-5
Inline power—Provided
by a switch through the
Ethernet cable attached
to the phone.
The Cisco Unified IP Phones support IEEE 802.3af compliant inline
power.
The inline power patch panel WS-PWR-PANEL is compatible with the
Cisco Unified IP Phones.
To ensure uninterruptible operation of the phone, make sure that the
switch has a backup power supply.
Make sure that the CatOS or IOS version running on your switch
supports your intended phone deployment. Refer to the documentation
for your switch for operating system version information.
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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
Cisco Unified IP Phone Power Injector
The Cisco Unified IP Phone Power Injector is an external, single-port, midspan
power injector for use with Cisco Unified IP Phones. It supports a maximum cable
length of 100m between the unpowered switch and the Cisco Unified IP Phone.
As a midspan device, it is connected between a switch port and the IP Phone, and
may reside in either the switch closet or at the desk.
For more information, see the Cisco Unified IP Phone Power Injector Installation
Guide at the following location:
http://www.cisco.com/en/US/products/hw/phones/ps379/prod_installation_guide
09186a00806b0761.html
Power Outage
Your accessibility to emergency service through the phone is dependent on the
phone being powered. If there is an interruption in the power supply, Service and
Emergency Calling Service dialing will not function until power is restored. In the
case of a power failure or disruption, you may need to reset or reconfigure
equipment before using the Service or Emergency Calling Service dialing.
Obtaining Additional Information about Power
For related information about power, refer to the documents shown in Table 2-2.
These documents provide information about the following topics:
Cisco switches that work with the Cisco Unified SIP Phone 3911
The Cisco Unified IOS releases that support bidirectional power negotiation
Other requirements and restrictions regarding power
Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network
Understanding Phone Configuration Files
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Understanding Phone Configuration Files
Configuration files for a phone are stored on the TFTP server and define
parameters for connecting to Cisco Unified Communications Manager. In
general, any time you make a change in Cisco Unified Communications Manager
that requires the phone to be reset, a change is made to the phone’s configuration
file automatically.
Configuration files also contain information about which image load the phone
should be running. If this image load differs from the one currently loaded on a
phone, the phone contacts the TFTP server to request the required load files.
The phone first attempts to access the SEP<MAC>.cnf.xml file. If this file does
not exist, then it will look for the XMLDefault.cnf.xml from the TFTP server
when the following conditions exist:
You have enabled auto-registration in Cisco Unified Communications
Manager
The phone has not been added to the Cisco Unified Communications Manager
Database
The phone is registering for the first time
Table 2-2 Related Documentation for Power
Document Topics URL
Cisco Unified IP Phone
Power Injector
http://www.cisco.com/en/US/products/hw/phones/p
s379/prod_installation_guides_list.html
PoE Solutions http://www.cisco.com/en/US/netsol/
ns340/ns394/ns147/ns412/networking_solu-
tions_package.html
Cisco Catalyst Switches http://www.cisco.com/en/US/products/hw/switch-
es/tsd_products_support_category_home.html
Integrated Service
Routers
http://www.cisco.com/en/US/products/hw/rout-
ers/index.html
Cisco IOS Software http://www.cisco.com/en/US/products/sw/ioss-
wrel/products_ios_cisco_ios_software_category_
home.html
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Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network
Understanding the Phone Startup Process
If auto registration is not enabled and the phone has not been added to the Cisco
Unified Communications Manager Database, the phone registration request will
be rejected. In this case, the phone will reset and attempt to register repeatedly.
If the phone has registered before, the phone will access the configuration file
named SEPmac_address.cnf, where mac_address is the MAC address of the
phone.
For more information on how a SIP phone interacts with the TFTP server, refer to
the Cisco Unified Communications Manager System Guide.
SIP Dial Rules
For Cisco Unified SIP IP phones, the administrator uses dial rules to configure
SIP phone dial plans. These dial plans must be associated with a SIP phone device
to enable dial plans to be sent to the configuration file. If the administrator does
not configure a SIP phone dial plan, the phone does not display any indication of
a dial plan.
For more information on configuring SIP dial rules, refer to the Cisco Unified
Communications Manager Administration Guide.
Understanding the Phone Startup Process
When connecting to the VoIP network, the Cisco Unified IP Phone go through a
standard startup process that is described in Table 2-3. Depending on your
specific network configuration, some of these steps may not occur on your
Cisco Unified IP Phone.
Table 2-3 Cisco Unified IP Phone Startup Process
Step Description Related Topics
1. Obtaining Power
from the Switch
If a phone is not using external power, the
switch provides in-line power through the
Ethernet cable attached to the phone.
Adding Phones to the
Cisco Unified Com-
munications Manager
Database, page 2-10.
Resolving Startup
Problems, page 7-1.
Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network
Understanding the Phone Startup Process
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2. Loading the Stored
Phone Image
The Cisco Unified IP Phone has non-volatile
Flash memory in which it stores firmware
images and user-defined preferences. At startup,
the phone runs a bootstrap loader that loads a
phone image stored in Flash memory. Using this
image, the phone initializes its software and
hardware.
Resolving Startup
Problems, page 7-1.
3. Configuring VLAN If the Cisco Unified IP Phone is connected to a
Cisco Catalyst switch, the switch next informs
the phone of the voice VLAN defined on the
switch. The phone needs to know its VLAN
membership before it can proceed with the
Dynamic Host Configuration Protocol (DHCP)
request for an IP address.
Configuration Menus
on the Cisco Unified
IP Phone, page 4-3.
Resolving Startup
Problems, page 7-1.
4. Obtaining an IP
Address
If the Cisco Unified IP Phone is using DHCP to
obtain an IP address, the phone queries the
DHCP server to obtain one. If you are not using
DHCP in your network, you must assign static
IP addresses to each phone locally.
Configuration Menus
on the Cisco Unified
IP Phone, page 4-3.
Resolving Startup
Problems, page 7-1.
5. Accessing a TFTP
Server
In addition to assigning an IP address, the
DHCP server directs the
Cisco Unified IP Phone to a TFTP Server. If the
phone has a statically-defined IP address, you
must enter information about the TFTP server
locally on the phone; the phone then contacts the
TFTP server directly.
Note You can also assign an alternative TFTP
server to use instead of the one assigned
by DHCP.
Configuration Menus
on the Cisco Unified
IP Phone, page 4-3.
Resolving Startup
Problems, page 7-1.
Table 2-3 Cisco Unified IP Phone Startup Process (continued)
Step Description Related Topics
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Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network
Understanding the Phone Startup Process
6. Requesting the
Configuration File
The TFTP server has configuration files, which
define parameters for connecting to Cisco
Unified Communications Manager and other in-
formation for the phone.
Adding Phones to the
Cisco Unified Com-
munications Manager
Database, page 2-10.
Resolving Startup
Problems, page 7-1.
7. Contacting Cisco
Unified
Communications
Manager
The configuration file defines how the
Cisco Unified IP Phone communicates with
Cisco Unified Communications Manager and
provides a phone with its load ID. After
obtaining the file from the TFTP server, the
phone attempts to make a connection to the
highest priority Cisco Unified Communications
Manager on the list.
If the phone was manually added to the data-
base,Cisco Unified Communications Manager
identifies the phone. If the phone was not
manually added to the database and auto-regis-
tration is enabled in Cisco Unified Communica-
tions Manager, the phone attempts to
auto-register itself in the Cisco Unified Commu-
nications Manager database.
Note Auto-registration is disabled when
security is enabled on Cisco Unified
Communications Manager. In this case,
the phone must be manually added to the
Cisco Unified Communications Manag-
erdatabase.
Resolving Startup
Problems, page 7-1.
Table 2-3 Cisco Unified IP Phone Startup Process (continued)
Step Description Related Topics
Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network
Adding Phones to the Cisco Unified Communications Manager Database
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Adding Phones to the Cisco Unified Communications
Manager Database
Before installing the Cisco Unified IP phone, you must choose a method for
adding phones to the Cisco Unified Communications Manager database. These
sections describe the methods:
Adding Phones with Auto-Registration, page 2-11
Adding Phones with Cisco Unified Communications Manager
Administration, page 2-11
Adding Phones with BAT, page 2-12
Table 2-4 provides an overview of these methods for adding phones to the Cisco
Unified Communications Manager database.
Table 2-4 Methods for Adding Phones to the Cisco Unified Communica-
tions Manager
Method
Requires MAC
Address? Notes
Auto-registration No Results in automatic assignment of
directory numbers
Auto-registration
with TAPS
No Requires auto-registration and the
Bulk Administration Tool (BAT);
updates the Cisco Unified Communi-
cations Manager database with the
MAC address and DNs for the device
when user calls TAPS from the phone
Using the Cisco
Unified Communi-
cations Manager
Administration
Yes Requires phones to be added individ-
ually
Using BAT Yes Allows for simultaneous registration
of multiple phones
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Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network
Adding Phones to the Cisco Unified Communications Manager Database
Adding Phones with Auto-Registration
You can add phones with auto-registration and TAPS, the Tool for
Auto-Registered Phones Support, without first gathering MAC addresses from
phones.
TAPS works with the Bulk Administration Tool (BAT) to update a batch of phones
that were already added to the Cisco Unified Communications Manager database
with dummy MAC addresses. Use TAPS to update MAC addresses and download
pre-defined configurations for phones.
Note Cisco recommends you use auto-registration and TAPS to add less than 100
phones to your network. To add more than 100 phones to your network, use the
Bulk Administration Tool (BAT). See the Adding Phones with BAT” section.
To implement TAPS, you or the end-user dial a TAPS directory number and follow
voice prompts. When the process is complete, the phone will have downloaded its
directory number and other settings, and the phone will be updated in Cisco
Unified Communications Manager Administration with the correct MAC address.
Auto-registration must be enabled in Cisco Unified Communications Manager
Administration (System > Cisco Unified Communications Manager) for TAPS
to function. To auto-register SIP phones, you must set the Auto Registration
Phone Protocol parameter in Cisco Unified Communications Manager
Administration to SIP.
Refer to Cisco Unified Communications Manager Bulk Administration Guide for
detailed instructions about BAT and about TAPS.
Adding Phones with Cisco Unified Communications Manager
Administration
You can add phones individually to the Cisco Unified Communications Manager
database using Cisco Unified Communications Manager Administration. To do
so, you first need to obtain the MAC address for each phone.
For information about determining a MAC address, see the “Determining the
MAC Address for a Cisco Unified IP Phone” section on page 2-13.
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Adding Phones to the Cisco Unified Communications Manager Database
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After you have collected MAC addresses, in Cisco Unified Communications
Manager Administration, choose Device > Phone and click Add New to begin
adding phones to the Cisco Unified Communications Manager database.
For complete instructions and conceptual information about Cisco Unified
Communications Manager, refer to Cisco Unified Communications Manager
Administration Guide and to Cisco Unified Communications Manager System
Guide.
Related Topics
Adding Phones with Cisco Unified Communications Manager
Administration, page 2-11
Adding Phones with BAT, page 2-12
Adding Phones with BAT
Cisco Unified Communications Manager Bulk Administration (BAT) is a
web-based application that enables you to perform bulk transactions, including
registering, multiple phones to the Cisco Unified Communications Manager
database.
Before you can use BAT to add phones, you must obtain the MAC address for each
phone.
For information about determining a MAC address, see the “Determining the
MAC Address for a Cisco Unified IP Phone” section on page 2-13.
For detailed instructions about using BAT, refer to Cisco Unified Communications
Manager Administration Guide and to Cisco Unified Communications Manager
Bulk Administration Guide.
Related Topics
Adding Phones with Auto-Registration, page 2-11
Adding Phones with Cisco Unified Communications Manager
Administration, page 2-11
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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
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.
Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network
Determining the MAC Address for a Cisco Unified IP Phone
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CHAPTER
3
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 3-6
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 Communications Manager Configuration, page 3-2
Safety, page 3-3
Chapter 3 Setting Up the Cisco Unified IP Phone
Before You Begin
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Network Requirements
For the Cisco Unified SIP Phone 3911 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 Communications Manager 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
Communications Manager. If the Cisco Unified Communications Manager server
is located in a different time zone than the phones, the phones will not display the
correct local time.
Cisco Unified Communications Manager Configuration
The Cisco Unified IP Phone requires Cisco Unified Communications Manager to
handle call processing. Refer to Cisco Unified Communications Manager
Administration Guide or context-sensitive help in the Cisco Unified
Communications Manager application to ensure that Cisco Unified
Communications Manager is set up properly to manage the phone and to properly
route and process calls.
If you plan to use auto-registration, verify that it is enabled and properly
configured in Cisco Unified Communications Manager before connecting any
Cisco Unified IP Phone to the network. See the Adding Phones to the Cisco
Unified Communications Manager Database” section on page 2-10 for details.
You must use Cisco Unified Communications Manager to configure and assign
telephony features to the Cisco Unified IP Phones. See the “Telephony Features
Available for the Cisco Unified IP Phone” section on page 5-1 for details.
In Cisco Unified Communications Manager, you can add users to the database and
associate them with specific phones. See the Adding Users to Cisco Unified
Communications Manager” section on page 5-5 for details.
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Chapter 3 Setting Up the Cisco Unified IP Phone
Before You Begin
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 document that accompanied this
device.
Warning
Read the installation instructions before you connect the system to its power
source.
Warning
Only trained and qualified personnel should be allowed to install, replace, or
service this equipment.
Warning
Ultimate disposal of this product should be handled according to all national
laws and regulations.
Warning
Do not work on the system or connect or disconnect cables during periods of
lightning activity.
Warning
Installation of the equipment must comply with local and national electrical
codes
Warning
The power supply must be placed indoors.
Warning
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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Understanding the Cisco Unified IP Phone Components
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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.
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).
Warning
The device is designed to work with TN power systems.
Warning
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 3911 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 3-6
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Chapter 3 Setting Up the Cisco Unified IP Phone
Understanding the Cisco Unified IP Phone Components
Network Port
The back of the Cisco Unified SIP Phone 3911 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. 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
The Cisco Unified IP Phones has a speaker on/off button. To change from
speakerphone to handset, lift the handset.
Headset
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.
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.
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Installing the Cisco Unified IP Phone
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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
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 3911, 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.
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.
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Chapter 3 Setting Up the Cisco Unified IP Phone
Installing the Cisco Unified IP Phone
Task Notes Reference
1. Connect the handset to the
Handset port.
See the“Handset” section on
page 3-5 for guidelines.
2. Connect the power supply to
the Cisco DC Adapter port.
Optional. See the “Providing Power to the
Cisco Unified IP Phone”
section on page 2-3 for
guidelines.
3. Connect a Category 3 or 5
straight-through Ethernet cable
from the switch to the network
port.
See the “Network Port” section
on page 3-5 for guidelines.
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Installing the Cisco Unified IP Phone
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Figure 3-1 Cisco Unified SIP Phone 3911 Cable Connections
1Network port (10/100 SW) for connecting to
the network.
4Power supply with AC plug. (Optional.
Required only if power is not supplied
through an Ethernet connection.)
2RJ-9 Handset port for connecting the handset. 5Power cable with wall socket plug for
connecting to power.
3DC adaptor port (DC48V) for phones not
provided with inline power.
6Footstand
2
3
5
6
4
1
185070
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Chapter 3 Setting Up the Cisco Unified IP Phone
Installing the Cisco Unified IP Phone
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
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
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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 Light Indicator
Conference button
MWI button
Speaker button
Mute button
2. The LCD screen displays the Cisco logo.
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
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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Chapter 3 Setting Up the Cisco Unified IP Phone
Configuring Startup Network Settings
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.
Chapter 3 Setting Up the Cisco Unified IP Phone
Configuring Startup Network Settings
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CHAPTER
4
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 Unified SIP Phone 3911, 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.
ABC—uppercase characters
abc—lowercase characters
123—numerals
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Unlocking and Locking Options
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To enter letters using the keypad, use a corresponding number key. Press the
key one or more times to display a particular letter. For example, press the 2
key once for “a,” twice quickly for “b, and three times quickly for “c.” After
you pause, the cursor automatically advances to allow you to enter the next
letter.
To enter a period (for example, in an IP address), press the * (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 7-15.
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. The default password is cisco.
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Chapter 4 Configuring Settings on the Cisco Unified IP Phone
Configuration Menus on the Cisco Unified IP Phone
Configuration Menus on the Cisco Unified IP Phone
The Cisco Unified SIP Phone 3911 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 line on the phone.
Configuring User Preference
Once the Cisco Unified IP Phone has registered with Cisco Unified
Communications Manager, users can configure their phone settings in the User
Preferences menu. For more information, see the Cisco Unified SIP Phone 3911
Phone Guide for Cisco Unified Communications Manager 6.0 and 5.1.
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 Table 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.
Chapter 4 Configuring Settings on the Cisco Unified IP Phone
Configuration Menus on the Cisco Unified IP Phone
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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)
address of the phone.
Display only—cannot configure.
Host Name Unique host name assigned to the
phone.
Display only—cannot configure.
Obtained from the DHCP server.
Domain Name Name of the Domain Name System
(DNS) domain in which the phone
resides.
When DNS is enabled, the Domain name
is assigned by the DHCP server.
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
Server1
Dynamic TFTP
Server2
Dynamic TFTP servers that are used by
the phone.
Display only—cannot configure.
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Chapter 4 Configuring Settings on the Cisco Unified IP Phone
Configuration Menus on the Cisco Unified IP Phone
Default Router 1 Default router used by the phone
(Default Router 1).
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.
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
Admin. VLAN
ID
Auxiliary VLAN in which the phone is
a member.
Used only if the phone does not receive
an auxiliary VLAN from the switch,
ignored otherwise.
Overrides the value specified by the
Operational VLAN ID option.
Press the OK button to choose whether
you wish to enter an auxiliary VLAN.
Table 4-1 Network Configuration Menu Options (continued)
Option Description Usage Notes
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Configuration Menus on the Cisco Unified IP Phone
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DHCP Enabled Indicates whether DHCP is being used
by the phone.
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
DHCP Address
Released
Releases the IP address assigned by
DHCP.
Press the Ye s button to release the IP
address assigned by the DHCP server.
CallManager 1
CallManager 2
CallManager 3
CallManager 4
CallManager 5
Cisco Unified Communications
Manager servers that are available for
processing calls from this phone, in
prioritized order.
For more information, see the “Cisco
Unified Communications Manager
Options” section on page 4-7.
Erase Erases current configurations. Changes
Network Configuration settings to their
default values.
Table 4-1 Network Configuration Menu Options (continued)
Option Description Usage Notes
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Chapter 4 Configuring Settings on the Cisco Unified IP Phone
Configuration Menus on the Cisco Unified IP Phone
Cisco Unified Communications Manager 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 Communications Manager servers that the phone can register to. These
options show Cisco Unified Communications Manager servers that are available
for processing calls from the phone, in prioritized order.
For an available server, an option will show the Cisco Unified Communications
Manager server IP address and one of the following states:
Active—Cisco Unified Communications Manager server from which the
phone is currently receiving call-processing services.
Standby—Cisco Unified Communications Manager server to which the
phone switches if the current server becomes unavailable.
Blank—No current connection to this Cisco Unified Communications
Manager server.
An option may also 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
Communications Manager functionality with a limited feature set. This router
assumes control of call processing if all other Cisco Unified Communications
Manager servers become unreachable. The SRST Cisco Unified
Communications Manager always appears last in the list of servers, even if it
is active.
Note After a failover to a SRST router, the phone will monitor the links to the
Cisco Unified Communications Manager 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 Communications Manager
Administration. For more information, refer to Cisco Unified
Communications Manager Administration Guide.
Chapter 4 Configuring Settings on the Cisco Unified IP Phone
SIP Configuration Menu
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TFTP designation—Indicates that the phone was unable to register with a
Cisco Unified Communications Manager listed in its configuration file and it
registered with the TFTP server instead.
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 line 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
Parameters Description
Number Displays the directory number that is assigned to the line when the
phone registered.
Name Displays the user name that is assigned to the line when the phone
registered.
Authentication Name The name that the user can use for authentication when registration
is challenged by the call control server during initialization.
Password The corresponding password that is used to authenticate the user.
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Chapter 4 Configuring Settings on the Cisco Unified IP Phone
Additional Configurations for the Cisco Unified SIP Phone 3911
Additional Configurations for the Cisco Unified SIP
Phone 3911
Depending on your network configuration and topology, you may need configure
the Cisco Unified SIP Phone 3911 on the Cisco Unified Communications
Manager to include the following:
Configuring a SIP Phone Dial Plan, page 4-9
Enabling the Cisco Unified SIP Phone 3911 to Use DTMF, page 4-9
Configuring a SIP Phone Dial Plan
Key Press Markup Language (KPML) allows for the digits to be sent to Cisco
Unified Communications Manager digit by digit. Cisco Unified Communications
Manager 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 Communications Manager. Cisco Unified SIP Phone
3911 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 Unified SIP Phone 3911.
Enabling the Cisco Unified SIP Phone 3911 to Use DTMF
To access voice-messaging systems or to navigate interactive voice response
(IVR) applications from Cisco Unified SIP Phone 3911, 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 and that the trunk that is going to the transcoder is configured for MTP
by using Cisco Unified Communications Manager Administration.
On Cisco Unified Communications Manager Administration, check the
Require DTMF Reception checkbox for each registered Cisco Unified SIP
Phone 3911. Cisco Unified Communications Manager will verify transcoder
support for RFC 2833 and allocate its own MTP resource as necessary.
Chapter 4 Configuring Settings on the Cisco Unified IP Phone
Additional Configurations for the Cisco Unified SIP Phone 3911
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Tip You can monitor MTP resources by using the alert window in RTMT.
Tip Use Cisco Unified Communications Manager Bulk Administration (BAT)
when you have a large number of phones to configure.
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CHAPTER
5
Configuring Features and Users
After you install Cisco Unified IP Phones in your network, configure their
network settings, and add them to Cisco Unified Communications Manager, you
must then use the Cisco Unified Communications Manager Administration
application to configure some telephony features, and assign users.
This chapter provides an overview of these configuration and set up procedures.
Cisco Unified Communications Manager documentation provides detailed
instructions for these procedures.
You configure most telephony features on the phone itself. For additional
information, refer to Cisco Unified SIP Phone 3911 User Guide.
This chapter includes following topics:
Telephony Features Available for the Cisco Unified IP Phone, page 5-1
Adding Users to Cisco Unified Communications Manager, page 5-5
Telephony Features Available for the Cisco Unified
IP Phone
After you add Cisco Unified IP Phones to Cisco Unified Communications
Manager, you can add functionality to the phones. Table 5-1 includes a list of
supported telephony features, many of which you can configure using Cisco
Unified Communications Manager Administration. The Reference column lists
Cisco Unified Communications Manager and other documentation that contains
configuration procedures and related information.
Chapter 5 Configuring Features and Users
Telephony Features Available for the Cisco Unified IP Phone
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For information about using most of these features on the phone, refer to Cisco
Unified SIP Phone 3911 Phone Guide for Cisco Unified Communications
Manager.
Table 5-1 Telephony Features for the Cisco Unified IP Phone
Feature Description Configuration Reference
Anonymous Call
Block
Allows users to reject calls from
anonymous callers.
For more information, refer to
Cisco Unified Communications
Manager Administration Guide,
“SIP Profile Configuration”
chapter.
Call Forward All Forwards all calls sent to the phone to the
number specified.
Requires no configuration.
Users forward their calls by
entering the target number.
Call Hold Ringback When you complete a call while another
call is on hold, causes the phone to ring as a
notification that a call is on hold.
For more information, refer to
Cisco Unified Communications
Manager Administration Guide,
“SIP Profile Configuration”
chapter.
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 in-
formation on the phone screen.
Requires no configuration.
Caller ID Blocking Allows users to block their phone numbers
from phones that have caller identification
enabled.
For more information, refer to
Cisco Unified Communications
Manager Administration Guide,
“SIP Profile Configuration”
chapter.
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Chapter 5 Configuring Features and Users
Telephony Features Available for the Cisco Unified IP Phone
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.
Conferencing is initiated by the
user on the Cisco Unified SIP
Phone 3911 itself and does not use
Cisco Unified Communications
Manager 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
that blinks or glows to indicate an incoming
call or new voice message.
For more information refer to:
Cisco Unified Communica-
tions Manager Administration
Guide, “Message Waiting
Configuration” chapter.
Cisco Unified Communica-
tions Manager System Guide,
Voice Mail Connectivity to
Cisco Unified Communica-
tions Manager” chapter.
Personal Directory Allows a user to store names and phone
numbers in a personal directory.
For more information on storing
names and phone numbers in a
personal directory, refer to Cisco
Unified SIP Phone 3911 Phone
Guide for Cisco Unified
Communications Manager.
Redial Allows users to call the most recently dialed
phone number by pressing a button.
Requires no configuration.
Table 5-1 Telephony Features for the Cisco Unified IP Phone (continued)
Feature Description Configuration Reference
Chapter 5 Configuring Features and Users
Telephony Features Available for the Cisco Unified IP Phone
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Shared line Allows a user to have multiple phones that
share the same phone number or allows a
user to share a phone number with a
coworker.
For more information refer to
Cisco Unified Communications
Manager System Guide, “Cisco
Unified IP Phones” chapter.
Note For the Cisco Unified SIP
Phone 3911, 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.
For more information, refer to
Cisco Unified SIP Phone 3911
Phone Guide for Cisco Unified
Communications Manager.
Stutter Msg
Waiting
Indicates whether a user hears a stutter tone
when the phone goes offhook and a message
is waiting for the user.
For more information, refer to
Cisco Unified Communications
Manager Administration Guide,
“SIP Profile Configuration”
chapter.
Transfer Allows users to redirect connected calls
from their phones to another number.
Requires no configuration.
Table 5-1 Telephony Features for the Cisco Unified IP Phone (continued)
Feature Description Configuration Reference
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Chapter 5 Configuring Features and Users
Adding Users to Cisco Unified Communications Manager
Adding Users to Cisco Unified Communications
Manager
Adding users to Cisco Unified Communications Manager allows you to display
and maintain information about users. You can add users to Cisco Unified
Communications Manager using either of these methods:
To add users individually, choose User Management > End User from Cisco
Unified Communications Manager Administration.
Refer to Cisco Unified Communications Manager Administration Guide for
more information about adding users. Refer to Cisco Unified
Communications Manager System Guide for details about user information.
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 Communications Manager Bulk Administration Guide
for details.
Chapter 5 Configuring Features and Users
Adding Users to Cisco Unified Communications Manager
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CHAPTER
6
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. Table 6-1 explains components of text messages that might appear
in this screen.
Chapter 6 Viewing Status, Statistics, and Firmware Information on the Cisco Unified IP Phone
Firmware Versions Screen
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To display the Network Statistics screen, follow these steps:
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.
Firmware Versions Screen
The Firmware Versions screen displays information about the firmware that is
running on the phone. Table 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.
Table 6-1 Network Statistics Message Components
Message Component Description
Rx Frames Number of packets received by the phone
Tx Frames Number of packets transmitted by the phone
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Chapter 6 Viewing Status, Statistics, and Firmware Information on the Cisco Unified IP Phone
Firmware Versions Screen
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 application file that is 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.
Chapter 6 Viewing Status, Statistics, and Firmware Information on the Cisco Unified IP Phone
Firmware Versions Screen
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CHAPTER
7
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 7-15
Where to Go for More Troubleshooting Information, page 7-16
Cleaning the Cisco Unified IP Phone, page 7-16
Resolving Startup Problems
After installing a Cisco Unified IP Phone into your network and adding it to Cisco
Unified Communications Manager, the phone should start up as described in the
“Verifying the Phone Startup Process” section on page 3-10. 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
Chapter 7 Troubleshooting and Maintenance
Resolving Startup Problems
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Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified
Communications Manager, 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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Chapter 7 Troubleshooting and Maintenance
Resolving Startup Problems
Symptom: The Cisco Unified IP Phone Does Not Register with
Cisco Unified Communications Manager
If the phone proceeds past the first stage of the startup process (LED buttons
flashing on and off) but 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
Communications Manager 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 Communications Manager,
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 Communications Manager Settings, page 7-5
Cisco Unified Communications Manager 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 3911 cycles through the startup process, you can
access status messages that might provide you with information about the cause
of a problem.
Chapter 7 Troubleshooting and Maintenance
Resolving Startup Problems
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Registering the Phone with Cisco Unified Communications Manager
A Cisco Unified IP Phone can register with a Cisco Unified Communications
Manager server only if the phone has been added to the server or if
auto-registration is enabled. Review the information and procedures in the
Adding Phones to the Cisco Unified Communications Manager Database”
section on page 2-10 to ensure that the phone has been added to the Cisco Unified
Communications Manager database.
To verify that the phone is in the Cisco Unified Communications Manager
database, choose Device > Phone > Find from Cisco Unified Communications
Manager Administration to search for the phone based on its MAC Address. For
information about determining a MAC address, see the “Determining the MAC
Address for a Cisco Unified IP Phone” section on page 2-13.
If the phone is already in the Cisco Unified Communications Manager 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
Communications Manager, the phone cannot start up properly. Ensure that the
network is currently running.
Verifying TFTP Server Settings
The Cisco Unified IP Phone uses the TFTP Server 1 setting to identify the primary
TFTP server used by the phone. You can determine this setting by pressing the
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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Chapter 7 Troubleshooting and Maintenance
Resolving Startup Problems
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 Problems, 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.
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
Communications Manager, 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 Communications Manager system.
Verifying Cisco Unified Communications Manager 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 Communications
Manager servers that are part of the assigned Cisco Unified Communications
Manager group. If none of these options contain IP addresses or show Active or
Standby, the phone is not properly registered with Cisco Unified Communications
Manager. See the “Registering the Phone with Cisco Unified Communications
Manager” section on page 7-4 for tips on resolving this problem.
Chapter 7 Troubleshooting and Maintenance
Resolving Startup Problems
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Cisco Unified Communications Manager and TFTP Services Are Not Running
If the Cisco Unified Communications Manager or TFTP services are not running,
phones may not be able to start up properly. 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 Communications Manager service is not running, all devices
on the network that rely on it to make phone calls will be affected. If the TFTP
service is not running, many devices will not be able to start up successfully.
To start a service, follow these steps:
Procedure
Step 1 From Cisco Unified Communications Manager Administration, choose
Serviceability from the Navigation drop-down list.
Step 2 Choose Tools > Control Center - Network Services.
Step 3 Choose the primary Cisco Unified Communications Manager 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 Communications Manager, choose Device > Phone > Find
to locate the phone experiencing problems.
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Chapter 7 Troubleshooting and Maintenance
Resolving Startup Problems
Step 2 Choose Delete to remove the phone from the Cisco Unified Communications
Manager database.
Step 3 Add the phone back to the Cisco Unified Communications Manager database. See
the Adding Phones to the Cisco Unified Communications Manager Database”
section on page 2-10 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.
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 Communications Manager
database, its configuration file is deleted from the Cisco Unified
Communications Manager TFTP server. The phone’s directory number or
numbers remain in the Cisco Unified Communications Manager database.
They are called “unassigned DNs” and can be used for other devices. If
unassigned DNs are not used by other devices, delete them from the Cisco
Unified Communications Manager database. You can use the Route Plan
Report to view and delete unassigned reference numbers. Refer to Cisco
Unified Communications ManagerAdministration 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
Chapter 7 Troubleshooting and Maintenance
Cisco Unified IP Phone Resets Unexpectedly
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the phone in the Cisco Unified Communications Manager database, but there
is no button on the phone with which calls can be answered. These directory
numbers should be removed from the phone and deleted if necessary.
Symptom: Cisco Unified IP Phone Unable to Obtain IP Address
If a phone is unable to obtain an IP address when it starts up, the phone may not
be on the same network or VLAN as the DHCP server, or the switch port to which
the phone is connected may be disabled.
Make sure that the network or VLAN to which the phone is connected has access
to the DHCP server, and make sure that the switch port is enabled.
Cisco Unified IP Phone Resets Unexpectedly
If users report that their phones are resetting during calls or while idle on their
desk, you should investigate the cause. If the network connection and Cisco
Unified Communications Manager connection are stable, a Cisco Unified IP
Phone should not reset on its own.
Typically, a phone resets if it has problems connecting to the Ethernet network or
to Cisco Unified Communications Manager. These sections can help you identify
the cause of a phone resetting in your network:
Verifying Physical Connection, page 7-9
Identifying Intermittent Network Outages, page 7-9
Verifying DHCP Settings, page 7-9
Checking Static IP Address Settings, page 7-10
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
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Chapter 7 Troubleshooting and Maintenance
Cisco Unified IP Phone Resets Unexpectedly
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.
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:
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.
Chapter 7 Troubleshooting and Maintenance
Cisco Unified IP Phone Resets Unexpectedly
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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.
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
Communications Manager, you should verify that no one else has intentionally
reset the phones.
You can check whether your phone received a command from Cisco Unified
Communications Managerr 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 Communications Manager administration.
Reset-Restart—Phone closed due to receiving a Reset/Restart from Cisco
Unified Communications Manager administration.
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Chapter 7 Troubleshooting and Maintenance
Cisco Unified IP Phone Resets Unexpectedly
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 Communications Manager server, verify that the local host
files have the correct Cisco Unified Communications Manager server name
mapped to the correct IP address.
Step 4 From Cisco Unified Communications Manager, 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 Communications Manager, 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 2-13.
Chapter 7 Troubleshooting and Maintenance
General Troubleshooting Tips for the Cisco Unified IP Phone
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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.
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.
In Cisco Unified Communications Manager, you can configure
the network to use the G.729 protocol (the default is G.711).
When using G.729, calls between an IP phone and a digital
cellular phone will have poor voice quality. Use G.729 only
when absolutely necessary.
Prolonged broadcast storms cause
IP phones to re-register.
Prolonged broadcast storms (lasting several minutes) on the
voice VLAN cause the IP phones to re-register with another
Cisco Unified Communications Manager server.
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Chapter 7 Troubleshooting and Maintenance
General Troubleshooting Tips for the Cisco Unified IP Phone
Moving a network connection from
the phone to a workstation.
If you are powering your phone through the network
connection, you must be careful if you decide to unplug the
phone’s network connection and plug the cable into a desktop
computer.
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.
Changing the telephone
configuration.
By default, the network configuration options are locked to
prevent users from making changes that could impact their
network connectivity. You must unlock the network
configuration options before you can configure them. See the
“Unlocking and Locking Options” section on page 4-2 for
details.
Phone resetting. The phone resets when it loses contact with the Cisco Unified
Communications Manager software. This lost connection can
be due to any network connectivity disruption, including cable
breaks, switch outages, and switch reboots.
LCD display issues. If the display appears to have rolling lines or a wavy pattern, it
might be interacting with certain types of older fluorescent
lights in the building. Moving the phone away from the lights,
or replacing the lights, should resolve the problem.
Dual-Tone Multi-Frequency (DTMF)
delay.
When you are on a call that requires keypad input, if you press
the keys too quickly, some of them might not be recognized.
Table 7-1 Cisco Unified IP Phone Troubleshooting (continued)
Summary Explanation
Chapter 7 Troubleshooting and Maintenance
General Troubleshooting Tips for the Cisco Unified IP Phone
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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 Communications Manager, press the
Speaker button on the phone to answer a call. If you can answer
a call and if you hear a dial tone, signaling is working properly.
Checking the handset cradle clip. Cisco Unified IP Phones are designed with a reversible handset
clip in the cradle. This clip is used with the plastic tab
protruding out when the phone is in a vertical (wall-mounted)
position. The position of the tab can interfere with the handset
as it is placed in the cradle. If the phone remains in the on-hook
position you may experience continued ringing when you try to
answer a call or a lack of dial tone when you try to place a call.
To resolve this problem, you may need to reverse the clip.
If the handset cradle clip is in the wall-mounted position and
your phone is placed on a desktop, slide the clip upward to
remove it. Rotate the clip 180 degrees and slide it back in so that
the tab is hidden.
If the hook switch remains in the down position, tapping on the
phone should free up the switch. You can also try pushing and
suddenly releasing the off-hook button after the handset has
been picked up.
Table 7-1 Cisco Unified IP Phone Troubleshooting (continued)
Summary Explanation
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Chapter 7 Troubleshooting and Maintenance
Resetting or Restoring the Cisco Unified IP Phone
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
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 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:
HALF_DUX_COLLISION_EXCEED_THRESHOLD
To resolve this problem, re-enable the port from the switch.
Table 7-1 Cisco Unified IP Phone Troubleshooting (continued)
Summary Explanation
Chapter 7 Troubleshooting and Maintenance
Where to Go for More Troubleshooting Information
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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, press the OK button follow by **#**.
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
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.
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APPENDIX
A
Providing Information to Users Via a
Website
If you are a system administrator, you are likely the primary source of information
for Cisco Unified IP Phone users in your network or company. It is important to
provide current and thorough information to end users.
Cisco recommends that you create a web page on your internal support site that
provides end users with important information about their Cisco Unified IP
Phones.
Consider including the following types of information on this site:
How Users Obtain Support for the Cisco Unified IP Phone, page A-1
How Users Get Copies of Cisco Unified IP Phone Manuals, page A-2
How Users Access a Voice Messaging System, page A-2
How Users Obtain Support for the Cisco Unified IP
Phone
To successfully use some of the features on the Cisco Unified IP Phone (including
speed dial and voice messaging system options), users must receive information
from you or from your network team or be able to contact you for assistance.
Make sure to provide end users with the names of people to contact for assistance
and with instructions for contacting those people.
Appendix A Providing Information to Users Via a Website
How Users Get Copies of Cisco Unified IP Phone Manuals
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How Users Get Copies of Cisco Unified IP Phone
Manuals
You should provide end users with access to user documentation for the
Cisco Unified IP Phones. The Cisco Unified SIP Phone 3911 Phone Guide
includes detailed user instructions for key phone features.
There are several Cisco Unified IP Phone models available, so to assist users in
finding the appropriate documentation on the Cisco website, Cisco recommends
that you provide links to the current documentation. If you do not want to or
cannot send users to the Cisco website, Cisco suggests that you download the PDF
files and provide them to end users on your website.
Documentation is also available on the CD-ROM titled Cisco Unified
Communications Manager Design, Installation, and Operation Guides, which is
distributed with Cisco Unified Communications Manager releases.
For a list of available documentation for Cisco Unified IP Phones, go to this URL:
http://www.cisco.com/en/US/products/hw/phones/ps379/tsd_products_support_s
eries_home.html
For a list of available documentation for Cisco Unified Communications
Manager, go to this URL:
http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_
series_home.html
For more information about viewing or ordering documentation, see the
“Obtaining Documentation, Obtaining Support, and Security Guidelines” section
on page xiv.
How Users Access a Voice Messaging System
Cisco Unified Communications Manager lets you integrate with many different
voice messaging systems, including the Cisco Unity voice messaging system.
Because you can integrate with a variety of systems, you must provide users with
information about how to use your specific system.
You should provide this information to each user:
How to access the voice messaging system account.
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Appendix A Providing Information to Users Via a Website
How Users Access a Voice Messaging System
Make sure that you have used Cisco Unified Communications Manager to
configure the Messages button on the Cisco Unified IP Phone.
Initial password for accessing the voice messaging system.
Make sure that you have configured a default voice messaging system
password for all users.
How the phone indicates that voice messages are waiting.
Make sure that you have used Cisco Unified Communications Manager to set
up a message waiting indicator (MWI) method.
Appendix A Providing Information to Users Via a Website
How Users Access a Voice Messaging System
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APPENDIX
B
Supporting International Users
Translated and localized versions of the Cisco Unified IP Phones are available in
several languages. If you are supporting Cisco Unified IP Phones in a non-English
environment, refer to the following sections to ensure that the phones are set up
properly for your users:
Installing the Cisco Unified Communications Manager Locale Installer,
page B-1
Installing the Cisco Unified Communications
Manager Locale Installer
If you are using Cisco Unified IP Phones in a locale other than English, you must
install the locale-specific version of the Cisco Unified Communications Manager
Locale Installer on every Cisco Unified Communications Manager server in the
cluster. Installing the locale installer ensures that you have the latest translated
text, user and network locales, and country-specific phone tones available for the
Cisco Unified IP Phones. You can find locale-specific versions of the Cisco
Unified Communications Manager Locale Installer at
http://www.cisco.com/kobayashi/sw-center/telephony/callmgr/locale-installer.sh
tml.
For more information, refer to the “Locale Installation” section in the Cisco
Unified Communications Operating System Administration Guide.
Appendix B Supporting International Users
Installing the Cisco Unified Communications Manager Locale Installer
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Note All languages may not be immediately available, so continue to check the website
for updates.
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APPENDIX
C
Technical Specifications
The following sections describe the technical specifications for the
Cisco Unified SIP Phone 3911.
Physical and Operating Environment Specifications, page C-1
Network Port Pinouts, page C-2
Network Port Pinouts, page C-2
Physical and Operating Environment Specifications
Table C-1 shows the physical and operating environment specifications for the
Cisco Unified SIP Phone 3911.
Table C-1 Physical and Operating Specifications
Specification Value or Range
Operating temperature 23° to 104°F (-5° to 40°C)
Operating relative
humidity
90% (+/- 5 %)
Storage temperature Up to 140°F (60°C)
Height 200 mm
Width 180 mm
Depth 45 mm
Weight 505 g
Appendix C Technical Specifications
Network Port Pinouts
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Network Port Pinouts
Although both the network and access ports are used for network connectivity,
they serve different purposes and have different port pinouts.
Table C-1 describes the network port connector pinouts.
Power 100-240 VAC, 50-60 Hz, 0.5 A—when using the AC adapter
48 VDC, 0.2 A—when using the in-line power over the network cable
Cables One (2) pair of Category 3 for 10-Mbps cables or
One (2) pair of Category 5 for 100-Mbps cables
RJ-9 jack (4-conductor) for handset and headset connection.
RJ-45 jack for the LAN 10/100BaseT connection.
48-volt power connector.
Distance Requirements As supported by the Ethernet Specification, it is assumed that most
Cisco Unified IP Phones should be within 330 feet (100m) of a phone closet.
Table C-1 Physical and Operating Specifications (continued)
Specification Value or Range
Table C-1 Network Port Connector Pinouts
Pin Number Function
1TD+
2TD
3RD+
4Not used
5Not used
6RD
7Not used
8Not used
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INDEX
A
AC adapter, connecting to 3-7
adding
Cisco Unified IP Phones manually 2-11
audience, for this document p-xi
C
caller ID blocking 5-2
call forward all 5-2
CallManager 1-5 option 4-6, 4-7
call waiting 5-2
caution, cell phone interference 1-1
CDP 1-4
cell phone, interference 1-1
Cisco Discovery Protocol
See CDP
Cisco Unified Communications Manager
adding phone to database of 2-10
verifying settings 7-5
Cisco Unified Communications Manager
Administration
adding phones using 2-11
configuring Cisco Unified SIP Phone
3911 4-9
Cisco Unified Communications Manager
required for Cisco Unified IP Phones 3-2
Cisco Unified IP Phone
adding manually to Cisco Unified
Communications Manager 2-11
adding to Cisco Unified Communications
Manager 2-10
cleaning 7-16
configuration checklist 1-11
installation checklist 1-14
installation procedure 3-6
mounting to wall 3-9
registering 2-10
resetting 7-15
supported networking protocols 1-3
technical specifications C-1
troubleshooting 7-1
Cisco Unified SIP Phone 3911
figure 1-2
cleaning the Cisco Unified IP Phone 7-16
codec
mismatch 7-14
conference 5-3
Index
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configuration file
creating 7-6
overview 2-6
configuration menu
editing options 4-1
configuration settings, restoring 7-16
configuring
SIP Phone dial plan 4-9
startup network settings 3-11
user features 5-5
using DTMF 4-9
connecting
handset
connecting 3-7
headset 3-7
to AC adapter 3-7
to the network 3-7
D
Default Router 1-5 option 4-5
DHCP
description 1-4
troubleshooting 7-9
DHCP Address Released option 4-6
DHCP Enabled option 4-6
directory numbers, assigning manually 2-11
DNS server
troubleshooting 7-11
verifying settings 7-5
DNS Server 1-5 option 4-5
documentation
additional p-xiii
for users A-2
Domain Name option 4-4
Dynamic Host Configuration Protocol
See DHCP
Dynamic TFTP Server option 4-4
E
editing, configuration values 4-1
Erase Configuration option 4-6
error messages, used for troubleshooting 7-3
F
features
configuring on phone, overview 1-8
configuring with Cisco Unified
Communications Manager, overview 1-8
informing users about, overview 1-9
figure
Cisco Unified SIP Phone 3911 1-2
Cisco Unified SIP Phone 3911 cable
connections 3-8
firmware, verifying version 6-2
Firmware Versions screen 6-2
footstand 3-8
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Index
G
G.11u 1-1
G.711a 1-1
G.729 1-1
G.729a 1-1
H
handset 3-7
headset port 3-7
hook switch contacts 7-15
Host Name option 4-4
HTTP, description 1-4
I
installing
Cisco Unified Communications Manager
configuration 3-2
network requirements 3-2
preparing 2-10
procedure 3-6
interference, cell phone 1-1
Internet Protocol (IP) 1-5
IP address, troubleshooting 7-5
IP Address option 4-4
K
KPML 4-9
L
Locale Installer B-1
localization
Installing the Cisco Unified
Communications Manager Locale
Installer B-1
loopback condition 7-15
M
MAC address 2-13
MAC Address option 4-4
N
network configuration, resetting 4-6, 7-16
Network Configuration menu
CallManager 1-5 option 4-6, 4-7
Default Router 1-5 option 4-5
DHCP Address Released option 4-6
DHCP Enabled option 4-6
DNS Server 1-5 option 4-5
Domain Name option 4-4
Dynamic TFTP Server option 4-4
Erase Configuration option 4-6
Index
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Host Name option 4-4
IP Address option 4-4
locking options 4-2
MAC Address option 4-4
Subnet Mask option 4-4
TFTP Server 1 option 4-4
unlocking options 4-2
network connection, moving 7-13
network connectivity, verifying 7-4
networking protocol
CDP 1-4
DHCP 1-4
HTTP 1-4
IP 1-5
RTP 1-5
SDP 1-5
SIP 1-6
TCP 1-6
TFTP 1-6
UDP 1-6
networking protocols, supported 1-3
network outages, identifying 7-9
network port
connecting to 3-7
network requirements, for installing 3-2
network settings, startup configuration 3-11
network statistics 6-1
Network Statistics screen 6-1
P
physical connection, verifying 7-9
plugging in Cisco Unified IP Phone 3-6
PoE 2-3
power
external 2-4
guidelines 2-4
outage 2-5
PoE 2-3, 2-4
providing to phone 2-3
power cycle 7-7, 7-12
power over Ethernet
See PoE
power source
power injector 2-4
R
Real-Time Transport Protocol
See RTP
redial
description 5-3
resetting
Cisco Unified IP phone 7-15
continuously 7-8
intentionally 7-10
RFC interoperability 1-1
RTP 1-5
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Index
S
SDP, description 1-5
shared line 5-4
SIP, description 1-6
SIP Dial Rules 4-9
speed dial lines 5-4
SRST 4-7
startup problems 7-1
startup process
accessing TFTP server 2-8
configuring VLAN 2-8
contacting Cisco Unified Communications
Manager 2-9
loading stored phone image 2-8
obtaining IP address 2-8
obtaining power 2-7
requesting configuration file 2-9
understanding 2-7
verifying 3-10
statistics, network 6-1
Subnet Mask option 4-4
switch
loopback condition 7-15
T
TCP 1-6
technical specifications, for Cisco Unified IP
Phone C-1
telephony features
caller ID blocking 5-2
call forward all 5-2
call waiting 5-2
conference 5-3
redial 5-3
shared line 5-4
speed dial lines 5-4
transfer 5-4
TFTP
description 1-6
troubleshooting 7-4
TFTP Server 1 option 4-4
time, displayed on phone 3-2
transfer 5-4
Transmission Control Protocol
See TCP
Trivial File Transfer Protocol
See TFTP
troubleshooting
Cisco Unified Communications Manager
settings 7-5
Cisco Unified IP Phone 7-1
DHCP 7-9
DNS 7-11
DNS settings 7-5
DTMF delay 7-13
gaps in voice calls 7-14
hook switch contacts 7-15
IP addressing and routing 7-5
Index
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loopback condition 7-15
network connectivity 7-4
network outages 7-9
phones resetting 7-10, 7-12, 7-13
physical connection 7-9
services on Cisco Unified Communications
Manager 7-6
sound sample mismatch 7-14
TFTP settings 7-4
VLAN configuration 7-10
voice quality 7-12
U
UDP 1-6
User Datagram Protocol
See UDP
users
accessing voice messaging system A-2
documentation for A-2
providing support to A-1
required information A-1
V
verifying
firmware version 6-2
startup process 3-10
VLAN
verifying 7-10
voice messaging system, accessing A-2
W
wall mounting, Cisco Unified IP Phone 3-9

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