Cisco 8861 - Troubleshooting

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PART IV

Troubleshooting

• Troubleshooting, on page 419

• Monitoring Phone Systems, on page 429

• Maintenance, on page 439

Table of Contents

Default Chapter3
- Table of Contents3
Chapter 121
- Overview of the Cisco IP Phone21
- Cisco IP Phone 881123
- Cisco IP Phones 8841 and 884524
- Cisco IP Phone 885125
- Cisco IP Phones 8861 and 886526
- Buttons and Hardware27
  - Softkey, Line, and Feature Buttons28
- Terminology Differences29
Chapter 231
- New and Changed for Firmware Release 11.3(1)31
- New and Changed Information for Firmware Release 11.2(3)SR132
- New and Changed for Firmware Release 11.2(1)34
- New and Changed for Firmware Release 11.1(2)36
- New and Changed for Firmware Release 11.1(1)37
- New and Changed Features for Firmware Release 11.0(1)38
CHAPTER 3 Provisioning43
- Provisioning Overview43
- Provisioning44
- TR69 Provisioning50
  - TR69 RPC Methods50
    - RPC Methods Supported50
    - Event Types Supported51
- Communication Encryption51
- Phone Behavior During Times of Network Congestion51
- In-House Preprovisioning and Provisioning Servers51
- Server Preparation and Software Tools52
  - Remote Customization (RC) Distribution53
- In-House Device Preprovisioning54
- Provisioning Server Setup54
  - TFTP Provisioning55
    - Remote Endpoint Control and NAT55
  - HTTP Provisioning55
    - HTTP Status Code Handling on Resync and Upgrade56
CHAPTER 4 Provisioning Methods59
- Provision a Phone with Broadsoft Server59
- Provisioning Examples Overview60
- Basic Resync60
  - Use Syslog to Log Messages60
- TFTP Resync61
  - Log Messages to the Syslog Server62
    - System Log Parameters63
- Unique Profiles, Macro Expansion, and HTTP64
- Resync a Device Automatically67
  - Profile Resync Parameters68
- Set up Your Phones for Activation Code Onboarding75
  - Activation Code Provisioning Parameters75
- Secure HTTPS Resync76
- Profile Management83
- Set the Phone Privacy Header86
CHAPTER 5 Provisioning Parameters87
- Provisioning Parameters Overview87
- Configuration Profile Parameters87
- Firmware Upgrade Parameters92
- General Purpose Parameters93
- Macro Expansion Variables93
- Internal Error Codes96
CHAPTER 6 Provisioning Formats97
- Configuration Profiles97
- Configuration Profile Formats97
  - Configuration File Components98
- Open Profile (XML) Compression and Encryption101
- Application of a Profile to the Phone106
  - Download the Configuration File to the Phone from a TFTP Server106
  - Download the Configuration File to the Phone with Curl107
- Provisioning Parameter Types107
- Data Types113
- Profile Updates and Firmware Upgrades117
Cisco IP Phone Configuration121
CHAPTER 7 Access Control Configuration123
- Access Control123
- Administrator and User Accounts123
- User Access Attribute124
- Access the Phone Web Interface124
- Control Access to the Phone Settings125
  - Access Control Parameters125
- Bypass the Set Password Screen128
CHAPTER 8 Third-Party Call Control Setup129
- Determine the Phone MAC Address129
- Network Configuration129
- Provisioning130
- Report Current Phone Configuration to the Provisioning Server130
  - Parameters for Reporting the Phone Configuration to the Server133
CHAPTER 9 Cisco IP Phone Security137
- Domain and Internet Setting137
  - Configure Restricted Access Domains137
  - Configure the DHCP Options138
    - Parameters for DHCP Options Configuration138
    - DHCP Option Support139
- Configure the Challenge for SIP INVITE Messages140
- Transport Layer Security141
  - Encrypt Signaling with SIP over TLS141
  - Configure LDAP over TLS142
- HTTPS Provisioning142
- Enable the Firewall145
- Configure Your Firewall with Additional Options147
- Configure the Cipher List149
  - Supported Cipher Strings150
- Enable Hostname Verification for SIP over TLS151
- Enable Client-Initiated Mode for Media Plane Security Negotiations152
  - Parameters for Media Plane Security Negotiation152
- 802.1X Authentication153
  - Enable 802.1X Authentication155
- Cisco Product Security Overview155
CHAPTER 10 Phone Features and Setup157
- Phone Features and Setup Overview158
- Cisco IP Phone User Support158
- Telephony Features for Cisco IP Phone159
- Feature Buttons and Softkeys165
- Enable Users to Configure Features on Line Keys167
  - Parameters for Features on Line Keys168
- Configure a Speed Dial on a Line Key169
- Assign a Speed Dial Number170
- Phone Configuration for Monitoring Other Phones171
  - Configure the Phone to Monitor Multiple Users' Lines171
    - Parameters for Monitoring Multiple Users' Lines172
  - Configure a Line Key on the Phone to Monitor a Single User's Line173
    - Parameters for Monitoring a Single Line174
- Enable Conference Button with a Star Code175
  - Conference Button Parameters176
- Enable Dial Assistance176
- Configure Alphanumeric Dialing177
- Call Park177
  - Configure Call Park with Star Codes178
  - Configure One-Button Call Park178
  - Add Call Park to a Line Key179
- Set the Optional Network Configuration180
  - Parameters for Optional Network Configuration180
- XML Services184
  - XML Directory Service185
  - Configure a Phone to Connect to an XML Application185
    - Parameters for XML Applications186
  - Macro Variables188
- Shared Lines190
  - Configure a Shared Line191
    - Parameters for Configuring a Shared Line191
- Assign a Ringtone to an Extension193
  - Parameters for Ringtone194
  - Add Distinctive Ringtone195
- Enable Hoteling on a Phone197
- Set the User Password197
- Download Problem Reporting Tool Logs198
- Configure Problem Report Tool198
  - Parameters for Configure Problem Report Tool200
- Server-Configured Paging201
- Configure Multicast Paging201
  - Parameters for Multiple Paging Group202
- Configure a Phone to Accept Pages Automatically205
- Manage Phones with205
- View TR-069 Status206
  - Parameters for TR-069 Configuration207
- Enable Electronic Hookswitch212
- Set up a Secure Extension212
- Configure the SIP Transport213
- Block Non-Proxy SIP Messages to a Phone214
  - Configure a Privacy Header215
  - Enable P-Early-Media Support215
  - Enable Peer Firmware Sharing216
  - Specify the Profile Authentication Type217
  - Silence an Incoming Call with Ignore Soft Key219
  - Move an Active Call from a Phone to Other Phones (Locations)219
    - Parameters for Moving Active Call to Other Locations220
  - Sync the Block Caller ID Feature with the Phone and the Broadwords XSI Server222
  - Enable Viewing Broadworks XSI Call Logs on a Line223
    - Parameters for Broadworks XSI Call Logs on a Line224
  - Enable Feature Key Sync226
  - DND and Call Forwarding Status Sync227
    - Enable Call Forwarding Status Sync Via XSI Service228
    - Enable DND Status Sync Via XSI Service229
  - Executives and Assistants230
  - Configure Priorities for Voice and Video Data234
    - Parameters for Configure Priorities for Voice and Video Data235
  - Enable End-Of-Call Statistics Reports in SIP Messages236
    - Attributes for Call Statistics in SIP Messages237
  - SIP Session ID239
    - Enable SIP Session ID240
    - Session ID Parameters241
  - Select the Line Key LED Behavior241
    - Line Key LED Behavior Customization242
  - Set up a Phone for Remote SDK245
    - Websocket API Parameters246
CHAPTER 11 Phone Information and Display Configuration249
- Phone Information and Display Settings249
- Configure the Phone Name249
- Customize the Startup Screen250
- Customize Wallpaper for the Phone Display251
- Configure the Screen Saver with the Phone Web Interface252
  - Parameters for Screen Saver253
- Adjust Backlight Timer from the Phone Web Interface255
CHAPTER 12 Call Features Configuration257
- Enable Call Transfer257
  - Parameters for Enable Call Transfer258
- Call Forward259
  - Enable Call Forwarding on Voice Tab259
    - Parameters for Enable Call Forward on Voice Tab260
  - Enable Call Forwarding on User Tab261
- Enable Conferencing261
- Enable Remote Call Recording with SIP REC262
- Enable Remote Call Recording with SIP INFO264
- Configure Missed Call Indication265
- Enable Do Not Disturb266
- Enable Synchronization of Settings between the Phone and the Server267
- Configure Star Codes for DND267
- Set up a Call Center Agent Phone268
  - Parameters for Call Center Agent Setup269
- Set up a Phone for Presence271
  - Parameters for Set up Presence272
- Configure the Number of Call Appearances Per Line274
- Enable Reverse Name Lookup274
- Emergency Calls276
- PLK Configuration280
- Programmable Softkeys Configuration282
CHAPTER 13 Audio Configuration293
- Configure Different Audio Volume293
  - Parameters for Audio Volume293
- Configure the Acoustic Settings295
  - Parameters for Acoustic Settings296
- Configure the Voice Codecs297
  - Audio Codec Parameters297
- Voice Quality Reporting301
C H a P T E305
Video Configuration305
- Disable Video Services305
- Control the Video Bandwidth305
- Adjust the Camera Exposure306
- Video Transmit Resolution Setup307
- Configure the Video Codec308
  - Video Codec Parameters308
C H a P T E311
Voice Mail Configuration311
- Configure Voice Mail311
  - Configure Voice Mail for each Extension311
  - Configure the Message Waiting Indicator312
    - Parameters for Voice Mail Server and Message Waiting312
C H a P T E315
Corporate and Personal Directory Setup315
- LDAP Configuration315
  - Prepare the LDAP Corporate Directory Search315
    - Parameters for LDAP Directory316
- Configure Broadsoft Settings322
  - Parameters for XSI Phone Service323
- Set up Personal Directory326
- Enable Reverse Name Lookup327
Cisco IP Phone Installation329
CHAPTER 17 Cisco IP Phone Installation331
- Verify the Network Setup331
- Install the Cisco IP Phone332
- Configure the Network from the Phone333
  - Network Configuration Fields334
  - Text and Menu Entry from the Phone339
- Set up Wireless LAN from the Phone340
- Verify Phone Startup345
- Configure Internet Connection Type345
- Configure VLAN Settings346
  - VLAN Settings Parameters347
- Set up a Wi-Fi Profile from the Phone350
- Set up a Wi-Fi Profile352
  - Wi-Fi Profile (N)353
- Delete a Wi-Fi Profile356
- Change the Order of a Wi-Fi Profile356
- Scan and Save a Wi-Fi Network357
- SIP Configuration359
- NAT Transversal with Phones404
Troubleshooting437
CHAPTER 18 Troubleshooting439
- Feature Troubleshooting439
- Phone Display Problems442
  - Phone Displays Irregular Fonts442
  - Phone Screen Displays Boxes Instead of Asian Characters443
- Report All Phone Issues from the Phone Web Interface443
- Factory Reset the Phone from the Pone Web Interface444
- Report a Phone Problem Remotely444
- Capture Packets445
- Voice Quality Troubleshooting Tips445
  - Phone Behavior During Times of Network Congestion446
- Where to Find Additional Information446
CHAPTER 19 Monitoring Phone Systems449
- Monitoring Phone Systems Overview449
- Cisco IP Phone Status449
- Reboot Reasons456
CHAPTER 20 Maintenance459
- Basic Reset459
Technical Details464
- Cable Specifications464
  - Network and Computer Port Pinouts464
    - Computer Port Connector465
    - Network Port Connector465
- Phone Power Requirements466
- Network Protocols468
- VLAN Interaction471
- External Devices471
- USB Port Information472
- SIP and NAT Configuration472
- Cisco Discovery Protocol475
- Lldp-Med475
- Final Network Policy Resolution and Qos480
Cisco IP Phone Accessories483
- Accessories Overview for Cisco IP Phone 8800 Series with Multiplatform Firmware483
- Connect the Footstand485
- Secure the Phone with a Cable Lock485
- External Speakers and Microphone486
- Headsets486
- Audio Quality492
- Analog Headsets492
- USB Headsets492
  - Select a USB Headset492
  - Stop Using a USB Headset492
- Wireless Headsets493
- Bluetooth Wireless Headsets493
- Cisco IP Phone Key Expansion Module495
- Wall Mounts512