Troubleshooting guide

Voice Networking
155
Resilient phones do not
fail over to their
secondary ICP when
their primary fails.
The network may not be
clustered or it may have
been improperly clustered.
On a 5020/5010 IP Phone
1. Hold down both volume keys at the same time, and
dial 33284 (“debug”) to display debug options.
2. Press Superkey until Network is displayed.
3. Press the volume-down key until Network – PBX IP
<IP address> is displayed. This is the address of the
phone’s current ICP.
4. Press either the volume-up or volume-down key until
Network – PBX IP <address> #1 is displayed. This
is the IP address of the phone’s primary ICP.
5. Toggle the volume keys (press the volume-down and
then the volume-up key, or vice versa) to display
Network – PBX IP <IP address> #2. This is the IP
address of the phone’s secondary ICP. Verify that this
IP address is correct. If the phone does not display an
IP address for a secondary ICP, use the User and
Device Configuration form in the System
Administration Tool to provision the device with a
secondary ICP.
One or more resilient
phones are not
functioning (no dial
tone) after the primary
ICP goes out of service
An IP device license is not
available for the affected
device(s) on the secondary
ICP.
Ensure that you have provisioned enough IP device
licenses on the secondary ICP. Refer to the MCD
Resiliency Guidelines for details.
May indicate a network
failure.
Verify the network.
One resilient phone is
not functioning (no dial
tone) after its primary
ICP goes out of service.
IP phone is not provisioned
as resilient.
Enter the Locate commands (see “Locating Resilient
Devices” on page 211) on the secondary ICP to
determine the status of the IP phone.
Check that the correct secondary CEID index appears in
the Remote Directory Numbers form for each resilient IP
phone. If not, provision the IP phones for resiliency,
using the System Administration Tool. Refer to the
System Administration Tool Online help.
While on a call at a
resilient phone, the
primary ICP goes out of
service and the call is
immediately dropped
(no call survival). After
you hang up the IP
phone and go off-hook
again, the IP phone is
functioning on its
secondary ICP.
The call was connected
through a TDM trunk (for
example PRI trunk) on the
primary ICP that failed.
Program IP trunking on all ICPs.
Table 52: Troubleshooting IP Device Resiliency (continued)
Symptom Possible Cause Corrective Action
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