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Troubleshooting
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Troubleshooting Overview
You may experience issues related to the following scenarios:
• A user's headset cannot communicate with their selected call device.
• Users experience poor audio quality.
• The headset or phone firmware is incompatible.
If you can configure Unified Communications Manager or Cisco Unified Real-Time Monitoring Tool (RTMT)
to collect Problem Report Tool (PRT) logs for headsets connected to Cisco IP Phones. The PRT includes data
on call quality, codecs used, audio settings, wireless settings, and alert logs.
Unified Communications Manager stores the call diagnostics details for Headsets. Cisco IP Phones send
headset diagnostics data in Headset-Stat header either in a BYE message or a 200 OK response to BYE
message to update the CMRs in Unified Communications Manager.
Cisco IP Phones share the headset diagnostics data with Unified Communications Manager and this information
is stored in the CMR records as two new fields:
• headsetSN-Serial number of the headset.
• headsetMetrics-Headset metrics such as RSSI frame errors, connection drop reason, beacon moves,
For more information on the new CMR records, see the Call Detail Records Administration Guide for Cisco
Unified Communications Manager, Release 12.5(1)SU1.
Troubleshooting Overview, on page 35
Update Your Headset Firmware on Cisco Jabber, on page 39
Open a TAC Case Online, on page 40
Locate Your Headset Serial Number, on page 41
Clean Your Cisco Headset 500 Series, on page 42
audio settings, and DECT bandwidth.
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C H A P T E R
Cisco Headset 500 Series Administration Guide
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