Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager 6.0 and 5.1 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
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CONTENTS Preface ix Overview ix Audience ix Objectives x Organization x Related Documentation xi Obtaining Documentation, Obtaining Support, and Security Guidelines xii Document Conventions xii CHAPTER 1 An 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 Ci
Contents Installing Cisco Unified IP Phones 1-14 Checklist for Installing the Cisco Unified IP Phone 1-15 CHAPTER 2 Preparing 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 Providing Power to the Cisco Unified IP Phone 2-3 Power Guidelines 2-3 Cisco Unified IP Phone Power Injector 2-4 Power Outage 2-5 Obtaining Additional Information about Power 2-5 Understanding Phone Configuration Files 2-6
Contents 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 4 Configuring 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 Unifi
Contents CHAPTER 7 Troubleshooting 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 V
Contents APPENDIX A Providing 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 B Supporting International Users B-1 Installing the Cisco Unified Communications Manager Locale Installer B-1 APPENDIX C Technical Specifications C-1 Physical and Operating Environment Specifications C-1 Network Port Pinouts C-2 INDEX Cisco Unified SIP Phone
Contents Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager viii OL-14029-01
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.
Preface Objectives 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.
Preface Related Documentation Chapter Description Appendix A, “Providing Information to Users Via Provides suggestions for setting up a website for providing users with important information about a Website” 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.
Preface Obtaining Documentation, Obtaining Support, and Security Guidelines 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 What’s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.
Preface Document Conventions Note Caution Warning Means reader take note. Notes contain helpful suggestions or references to material not covered in the publication. Means reader be careful. In this situation, you might do something that could result in equipment damage or loss of data. Means danger. You are in a situation that could cause bodily injury.
Preface Document Conventions Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager xiv OL-14029-01
CH A P T E R 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.
Chapter 1 An Overview of the Cisco Unified IP Phone Understanding the Cisco Unified SIP Phone 3911 Understanding the Cisco Unified SIP Phone 3911 Figure 1-1 shows the main components of the Cisco Unified SIP Phone 3911.
Chapter 1 An Overview of the Cisco Unified IP Phone What Networking Protocols Are Used? 1 Phone Screen 10 Mute Button 2 Message Waiting Indicator 11 Keypad 3 Cisco Unified IP Phone Series 12 Messages Button 4 Cancel Button 13 Hold Button 5 OK Button 14 Transfer Button 6 Navigation Bar 15 Conference Button 7 Line Button 16 Redial Button 8 Volume Button 17 HandSet 9 Speaker Button What Networking Protocols Are Used? Cisco Unified IP Phones support several industry-standard and Cisc
Chapter 1 An Overview of the Cisco Unified IP Phone What Networking Protocols Are Used? Table 1-1 Supported Networking Protocols on the Cisco Unified IP Phone Networking Protocol Purpose Cisco Discovery Protocol (CDP) CDP is a device-discovery protocol that runs on all Cisco-manufactured equipment. Dynamic Host Configuration Protocol (DHCP) DHCP dynamically allocates and assigns an IP address to network devices.
Chapter 1 An Overview of the Cisco Unified IP Phone What Networking Protocols Are Used? Table 1-1 Supported Networking Protocols on the Cisco Unified IP Phone (continued) Networking Protocol Purpose Usage Notes 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.
Chapter 1 An Overview of the Cisco Unified IP Phone What Networking Protocols Are Used? Table 1-1 Supported Networking Protocols on the Cisco Unified IP Phone (continued) Networking Protocol Purpose Usage Notes Session Initiation Protocol (SIP) SIP is the Internet Engineering task Force (IETF) standard for multimedia conferencing over IP.
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.
Chapter 1 An Overview of the Cisco Unified IP Phone What Features are Supported on the Cisco Unified SIP Phone 3911? 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.
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.
Chapter 1 An Overview of the Cisco Unified IP Phone Overview of Configuring and Installing Cisco Unified IP Phones 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.
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.
Chapter 1 An Overview of the Cisco Unified IP Phone Overview of Configuring and Installing Cisco Unified IP Phones Table 1-2 Checklist for Configuring the Cisco Unified SIP Phone 3911 in Cisco Unified Communications Manager (continued) Task Purpose For More Information 2. Add and configure the phone by completing these required fields in the Phone Configuration window: Adds the device with its default settings to the Cisco Unified Communications Manager database.
Chapter 1 An Overview of the Cisco Unified IP Phone Overview of Configuring and Installing Cisco Unified IP Phones Table 1-2 Checklist for Configuring the Cisco Unified SIP Phone 3911 in Cisco Unified Communications Manager (continued) Task Purpose For More Information 5. Associate a user with a phone (optional). Provides users with control over their phone such as forwarding calls or adding speed-dial numbers.
Chapter 1 An Overview of the Cisco Unified IP Phone Overview of Configuring and Installing Cisco Unified IP Phones 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.
Chapter 1 An Overview of the Cisco Unified IP Phone Overview of Configuring and Installing Cisco Unified IP Phones Table 1-3 Checklist for Installing the Cisco Unified SIP Phone 3911 (continued) Task Purpose For More Information 3. Monitor the phone startup process. Verifies that phone is configured 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.
Chapter 1 An Overview of the Cisco Unified IP Phone Overview of Configuring and Installing Cisco Unified IP Phones Table 1-3 Checklist for Installing the Cisco Unified SIP Phone 3911 (continued) Task Purpose For More Information 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.
CH A P T E R 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.
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 • Determining the MAC Address for a Cisco Unified IP Phone, page 2-12 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.
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.
Chapter 2 Providing Power to the Cisco Unified IP Phone Table 2-1 Preparing to Install the Cisco Unified IP Phone on Your Network 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.
Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network Providing Power to the Cisco Unified IP Phone 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.
Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network Understanding Phone Configuration Files Table 2-2 Related Documentation for Power (continued) Document Topics URL Integrated Service Routers http://www.cisco.com/en/US/products/hw/routers/index.html Cisco IOS Software http://www.cisco.com/en/US/products/sw/iosswrel/products_ios_cisco_ios_software_category_ home.
Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network Understanding the Phone Startup Process 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.
Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network Understanding the Phone Startup Process Table 2-3 Cisco Unified IP Phone Startup Process (continued) Step Description 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.
Chapter 2 Table 2-3 Preparing to Install the Cisco Unified IP Phone on Your Network Adding Phones to the Cisco Unified Communications Manager Database Cisco Unified IP Phone Startup Process (continued) Step Description Related Topics 7. Contacting Cisco Unified Communications Manager The configuration file defines how the Resolving Startup Cisco Unified IP Phone communicates with Problems, page 7-1. Cisco Unified Communications Manager and provides a phone with its load ID.
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 BAT, page 2-12 Table 2-4 provides an overview of these methods for adding phones to the Cisco Unified Communications Manager database.
Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network Adding Phones to the Cisco Unified Communications Manager Database 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.
Chapter 2 Preparing to Install the Cisco Unified IP Phone on Your Network Determining the MAC Address for a Cisco Unified IP Phone 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 Manage
CH A P T E R 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: Note • 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 Before you install a Cisco Uni
Chapter 3 Setting Up the Cisco Unified IP Phone Before You Begin 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
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.
Chapter 3 Setting Up the Cisco Unified IP Phone Understanding the Cisco Unified IP Phone Components Caution Inline power circuits provide current over the cable. Use the Cisco provided cable or a minimum 24 AWG communication cable. The following warnings apply when you use an external power supply. Caution Only use the proper Cisco approved external power supply. Reference the installation manual provided with the phone.
Chapter 3 Setting Up the Cisco Unified IP Phone 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.
Chapter 3 Setting Up the Cisco Unified IP Phone Installing the Cisco Unified IP Phone 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.
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.
Chapter 3 Setting Up the Cisco Unified IP Phone Installing the Cisco Unified IP Phone Figure 3-1 Cisco Unified SIP Phone 3911 Cable Connections 6 1 2 5 4 1 Network port (10/100 SW) for connecting to the network. 4 2 RJ-9 Handset port for connecting the handset. 5 3 DC adaptor port (DC48V) for phones not provided with inline power. 6 185070 3 Power supply with AC plug. (Optional. Required only if power is not supplied through an Ethernet connection.
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.
Chapter 3 Setting Up the Cisco Unified IP Phone Verifying the Phone Startup Process d. Step 3 Place the handset on the ear-piece rest. 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.
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 Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager 3-12 OL-14029-01
CH A P T E R 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.
Chapter 4 Configuring Settings on the Cisco Unified IP Phone Unlocking and Locking Options Note • 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.
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.
Chapter 4 Configuring Settings on the Cisco Unified IP Phone Configuration Menus on the Cisco Unified IP Phone Step 6 The Reset-Restart prompt display. Press the Ok button to restart the phone. Related Topics Table 4-1 • Editing Values, page 4-1 • Unlocking and Locking Options, page 4-2 Network Configuration Menu Options Option Description Usage Notes MAC Address Unique Media Access Control (MAC) address of the phone. Display only—cannot configure.
Chapter 4 Configuring Settings on the Cisco Unified IP Phone Configuration Menus on the Cisco Unified IP Phone Table 4-1 Network Configuration Menu Options (continued) Option Description Default Router 1 Default router used by the phone (Default Router 1). DNS Server 1 Primary Domain Name System (DNS) server (DNS Server 1) and secondary DNS server (DNS Server 2) used by the phone.
Chapter 4 Configuring Settings on the Cisco Unified IP Phone Configuration Menus on the Cisco Unified IP Phone Table 4-1 Network Configuration Menu Options (continued) Option Description Usage Notes DHCP Enabled Indicates whether DHCP is being used Press the OK button to choose whether by the phone. you wish to use DHCP or manually assign IP Address, subnet mask, default router, and DNS server.
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.
Chapter 4 Configuring Settings on the Cisco Unified IP Phone SIP Configuration Menu • 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.
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 Dia
Chapter 4 Additional Configurations for the Cisco Unified SIP Phone 3911 Configuring Settings on the Cisco Unified IP Phone 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.
CH A P T E R 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.
Chapter 5 Configuring Features and Users Telephony Features Available for the Cisco Unified IP Phone For information about using most of these features on the phone, refer to Cisco Unified SIP Phone 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.
Chapter 5 Configuring Features and Users Telephony Features Available for the Cisco Unified IP Phone Table 5-1 Telephony Features for the Cisco Unified IP Phone (continued) Feature Description Configuration Reference 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.
Chapter 5 Configuring Features and Users Telephony Features Available for the Cisco Unified IP Phone Table 5-1 Telephony Features for the Cisco Unified IP Phone (continued) Feature Description Configuration Reference 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.
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.
Chapter 5 Configuring Features and Users Adding Users to Cisco Unified Communications Manager Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager 5-6 OL-14029-01
CH A P T E R 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.
Chapter 6 Viewing Status, Statistics, and Firmware Information on the Cisco Unified IP Phone Firmware Versions Screen 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.
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 Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager 6-4 OL-14029-01
CH A P T E R 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.
Chapter 7 Troubleshooting and Maintenance Resolving Startup Problems • 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.
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.
Chapter 7 Troubleshooting and Maintenance Resolving Startup Problems 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.
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.
Chapter 7 Troubleshooting and Maintenance Resolving Startup Problems 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.
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 2-9 for details.
Chapter 7 Troubleshooting and Maintenance Cisco Unified IP Phone Resets Unexpectedly 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.
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.
Chapter 7 Troubleshooting and Maintenance Cisco Unified IP Phone Resets Unexpectedly 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.
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.
Chapter 7 Troubleshooting and Maintenance General Troubleshooting Tips for the Cisco Unified IP Phone Step 6 Power cycle the phone: • Caution 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. Always unplug the upstream Ethernet cable from the phone before unplugging the power supply.
Chapter 7 Troubleshooting and Maintenance General Troubleshooting Tips for the Cisco Unified IP Phone Table 7-1 Cisco Unified IP Phone Troubleshooting (continued) Summary Explanation 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.
Chapter 7 Troubleshooting and Maintenance General Troubleshooting Tips for the Cisco Unified IP Phone Table 7-1 Cisco Unified IP Phone Troubleshooting (continued) Summary Explanation Codec mismatch between the phone and another device. The RxType and the TxType that is being used for a conversation between this IP phone and the other device should match. If they do not, verify that the other device can handle the codec conversation or that a transcoder is in place to handle the service.
Chapter 7 Troubleshooting and Maintenance Resetting or Restoring the Cisco Unified IP Phone Table 7-1 Cisco Unified IP Phone Troubleshooting (continued) Summary Explanation Checking the hook switch contacts. The hook switch contacts on the phone use a wiping action to self-clean the contacts. If your phone is not used regularly, dust and other airborne contaminants may degrade the contact performance and cause problems with operation.
Chapter 7 Troubleshooting and Maintenance Where to Go for More Troubleshooting Information • 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.
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.
Appendix A Providing Information to Users Via a Website How Users Get Copies of Cisco Unified IP Phone Manuals How Users Get Copies of Cisco Unified IP Phone Manuals You should provide end users with access to user documentation for the Cisco Unified IP Phones. The Cisco Unified SIP Phone 3911 Phone Guide includes detailed user instructions for key phone features.
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.
Appendix A Providing Information to Users Via a Website How Users Access a Voice Messaging System Cisco Unified SIP Phone 3911 Administration Guide for Cisco Unified Communications Manager A-4 OL-14029-01
APPENDIX B Supporting International Users Translated and localized versions of the Cisco Unified IP Phones are available in several languages.
Appendix B Supporting International Users Installing the Cisco Unified Communications Manager Locale Installer Note All languages may not be immediately available, so continue to check the website for updates.
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.
Appendix C Technical Specifications Network Port Pinouts Table C-1 Physical and Operating Specifications (continued) Specification Value or Range Power Cables • 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 • 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.
INDEX configuring Cisco Unified SIP Phone 3911 4-9 A AC adapter, connecting to 3-7 adding Cisco Unified IP Phones manually 2-11 audience, for this document I-ix 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 2-9 C cleaning 7-16 caller ID blocking 5-2 configuration checklist 1-11 call forward all 5-2 installation checklist 1-14 CallManager
Index configuration file troubleshooting 7-11 creating 7-6 verifying settings 7-5 overview 2-6 DNS Server 1-5 option 4-5 XmlDefault.cnf.
Index footstand 3-8 K KPML 4-9 G G.11u 1-1 L G.711a 1-1 G.729 1-1 Locale Installer B-1 G.
Index Host Name option 4-4 P IP Address option 4-4 locking options 4-2 physical connection, verifying 7-9 MAC Address option 4-4 plugging in Cisco Unified IP Phone 3-6 Subnet Mask option 4-4 PoE 2-3 TFTP Server 1 option 4-4 power external 2-4 unlocking options 4-2 network connection, moving 7-13 guidelines 2-3 network connectivity, verifying 7-4 outage 2-5 networking protocol PoE 2-3, 2-4 providing to phone 2-3 CDP 1-4 DHCP 1-4 power cycle 7-7, 7-12 HTTP 1-4 power over Ethernet See PoE
Index telephony features S caller ID blocking 5-2 SDP, description 1-5 call forward all 5-2 shared line 5-4 call waiting 5-2 SIP, description 1-6 conference 5-2 SIP Dial Rules 4-9 redial 5-3 speed dial lines 5-4 shared line 5-4 SRST 4-7 speed dial lines 5-4 startup problems 7-1 transfer 5-4 startup process TFTP accessing TFTP server 2-8 description 1-6 configuring VLAN 2-8 troubleshooting 7-4 contacting Cisco Unified Communications Manager 2-9 loading stored phone image 2-7 obtaining
Index loopback condition 7-15 network connectivity 7-4 verifying 7-10 voice messaging system, accessing A-2 network outages 7-9 phones resetting 7-10, 7-12, 7-13 physical connection 7-9 services on Cisco Unified Communications Manager 7-6 W wall mounting, Cisco Unified IP Phone 3-9 sound sample mismatch 7-14 TFTP settings 7-4 VLAN configuration 7-10 voice quality 7-12 X XmlDefault.cnf.