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Troubleshooting

You may experience issues related to the following scenarios:

• Your phone cannot communicate with the call control system.

• The call control system has communication or internal problems.

• Your phone has internal problems.

If you experience problems, your administrator can help troubleshoot the root cause of the problem.

Find Information About Your Phone

Your administrator may ask for information about your phone. This information uniquely identifies the phone

for troubleshooting purposes.

Procedure

Step 1

Press Applications

Step 2

Select Status > Product Information.

You can view the following information:

Product name— Model number of the Cisco IP Phone.

Serial number— Serial number of the Cisco IP Phone.

MAC address—Hardware address of the Cisco IP Phone.

Software version—Version number of the Cisco IP Phone firmware.

Hardware version—Version number of the Cisco IP Phone hardware.

Certificate—Status of the client certificate, which authenticates the Cisco IP Phone for use in the ITSP

network. This field indicates if the client certificate is properly installed in the phone.

Customization—For an RC unit, this field indicates whether the unit has been customized or not. Pending

indicates a new RC unit that is ready for provisioning. If the unit has already retrieved its customized profile,

this field displays the Customization state as Acquired.

Step 3

Press Exit to return to the Applications screen.

View the Customization State on the Phone

After the RC download from the EDOS server completes, you can view the customization state of a phone

on the screen.

Here are the descriptions of the remote customization states:

• Open—The phone has booted for the first time and is not configured.

• Aborted—Remote Customization is aborted due to other provisioning, for example, DHCP options.

• Pending—The phone can not download the profile from the EDOS server.

Your Phone