Cisco 7942G - General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module

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Cisco Unified IP Phone 7962G and 7942G Administration Guide for Cisco Unified Communications Manager 6.1(3)
OL-17679-01
Chapter 9 Troubleshooting and Maintenance
General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module
General Troubleshooting Tips for the Cisco Unified IP Phone
Expansion Module
Table 9-3 provides general troubleshooting information for the Cisco Unified IP Phone Expansion
Module.
Phone call cannot be established The phone does not have a DHCP IP address, is unable to register to Cisco
Unified Communications Manager, and shows a Configuring IP or Registering
message.
Verify the following:
1. The Ethernet cable is attached.
2. The Cisco CallManager service is running on the Cisco Unified
Communications Manager server.
3. Both phones are registered to the same Cisco Unified Communications
Manager.
4. Audio server debug and capture logs are enabled for both phones. If
needed, enable Java debug.
Call established with the iLBC protocol
does not show that the iLBC codec is
being used
Call statistics display does not show iLBC as the receiver/sender codec.
1. Check the following by using Cisco Unified Communications Manager
Administration:
– Both phones are in the iLBC device pool.
– The iLBC device pool is configured with the iLBC region.
– The iLBC region is configured with the iLBC codec.
2. Capture a sniffer trace between the phone and Cisco Unified
Communications Manager and verify that SCCP messages,
OpenReceiveChannel, and StationMediaTransmit messages have media
payload type value equal to 86. If so, the problem is with the phone;
otherwise, the problem is with the Cisco Unified Communications
Manager configuration.
3. Enable audio server debug and capture logs from both phones. If needed,
enable Java debug.
Table 9-2 Cisco Unified IP Phone Troubleshooting (continued)
Summary Explanation
Ta b l e 9-3 Cisco Unified IP Phone Expansion Module 7914 Troubleshooting
Problem Solution
No display on the Cisco Unified IP Phone
Expansion Module.
Verify that all of the cable connections are correct.
Verify that you have power to the Cisco Unified IP Phone Expansion Module