Cisco 7962G - Unified IP Phone VoIP Troubleshooting And Maintenance - Page 13

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Troubleshooting and Maintenance

Phone Call Cannot Be Established

Problem

A user complains about not being able to make a call.

Cause

The phone does not have a DHCP IP address, is unable to register to Cisco Unified Communications Manager.

Phones with an LCD display show the message Configuring IP or Registering. Phones without an

LCD display play the reorder tone (instead of dial tone) in the handset when the user attempts to make a call.

Solution

1. Verify the following:

a. The Ethernet cable is attached.

b. The Cisco CallManager service is running on the Cisco Unified Communications Manager server.

c. Both phones are registered to the same Cisco Unified Communications Manager.

2. Audio server debug and capture logs are enabled for both phones. If needed, enable Java debug.

Troubleshooting Procedures

These procedures can be used to identify and correct problems.

Set Up Remote Phone

Cisco IP Phones that are configured for SSL VPN to ASA using the built-in client in a remote location (for

example, a home office) have a special configuration requirement.

We recommend that you provide the phone with an Alternate TFTP server setting manually. This setting

allows the phone to download the configuration and other files from TFTP. The phone in a remote location

(home office) cannot correctly provide OPTION 150 to the phone using DHCP.

The IP phone can register to the last-known Cisco Unified Communications Manager, but any configuration

updates cannot applied until you configure the manual TFTP server address.

Procedure

Step 1

On the phone, select Applications.

Step 2

Navigate to the IPv4 Settings window.

Step 3

Scroll to the Alternate TFTP option and set the field to Yes.

Step 4

In the TFTP Server 1 field, set the TFTP server address.

Step 5

Save the changes.

Phone Call Cannot Be Established

Troubleshooting and Maintenance