Cisco Systems Cisco Unified Ip Phone 7971G GE User Manual

C H A P T E R 7  
Viewing Model Information, Status,  
and Statistics on the Cisco Unified  
IP Phone  
This chapter describes how to use the following menus and screens on the  
Cisco Unified IP Phone 7970 Series to view model information, status messages,  
network statistics, and firmware information for the phone:  
Model Information screen—Displays hardware and software information  
about the phone. For more information, see the “Model Information Screen”  
Status menu—Provides access to screens that display the status messages,  
network statistics, and firmware versions. For more information, see the  
You can use the information on these screens to monitor the operation of a phone  
and to assist with troubleshooting.  
You can also obtain much of this information, and obtain other related  
information, remotely through the phone’s web page. For more information, see  
For more information about troubleshooting the Cisco Unified IP Phone 7970  
Series, see Chapter 9, “Troubleshooting and Maintenance.”  
This chapter includes these topics:  
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Chapter 7 Viewing Model Information, Status, and Statistics on the Cisco Unified IP Phone  
Status Menu  
Table 7-1  
Model Information Settings  
Option  
Description  
To Change  
LSC  
Indicates whether a locally significant For information about how to manage  
certificate (used for the security the LSC for your phone, refer to the  
features) is installed on the phone (Yes) “Using the Certificate Authority Proxy  
or is not installed on the phone (No).  
Function” section in Cisco  
Unified Communications Manager  
Security Guide.  
Call Control  
Protocol  
Indicates whether the phone is running See the “Using Cisco Unified IP  
under SCCP or SIP.  
Phones with Different Protocols”  
section on page 2-18.  
Status Menu  
The Status menu includes these options, which provide information about the  
phone and its operation:  
Status Messages—Displays the Status Messages screen, which shows a log of  
important system messages. For more information, see the “Status Messages  
Network Statistics—Displays the Network Statistics screen, which shows  
Ethernet traffic statistics. For more information, see the “Network Statistics  
Firmware Versions—Displays the Firmware Versions screen, which shows  
information about the firmware running on the phone. For more information,  
Expansion Module(s)—(SCCP phones only) Displays the Expansion  
Module(s) screen, which shows information about the Cisco Unified IP  
Phone Expansion Module 7914, if connected to the phone. For more  
To display the Status menu, press the Settings button and then select Status.  
To exit the Status menu, press the Exit softkey.  
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Status Menu  
Status Messages Screen  
The Status Messages screen displays up to the 10 most recent status messages that  
the phone has generated. You can access this screen at any time, even if the phone  
has not finished starting up. Table 7-2 describes the status messages that might  
appear. This table also includes actions you can take to address errors that are  
indicated.  
To display the Status Messages screen, follow these steps:  
Procedure  
Step 1  
Step 2  
Step 3  
Press the Settings button.  
Select Status.  
Select Status Messages.  
To remove current status messages, press the Clear softkey.  
To exit the Status Messages screen, press the Exit softkey.  
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Chapter 7 Viewing Model Information, Status, and Statistics on the Cisco Unified IP Phone  
Status Menu  
Table 7-2  
Status Messages on the Cisco Unified IP Phone 7970 Series  
Message  
Description  
Possible Explanation and Action  
BootP server used  
The phone obtained its IP address from None. This message is informational  
a BootP server rather than a DHCP  
server.  
only.  
CFG file not found The name-based and default  
The configuration file for a phone is  
configuration file was not found on the created when the phone is added to the  
TFTP Server.  
Cisco Unified Communications  
Manager database. If the phone has not  
been added to the  
Cisco Unified Communications  
Manager database, the TFTP server  
generates a CFG File Not Found  
response.  
Phone is not registered with  
Cisco Unified Communications  
Manager.  
You must manually add the phone  
to Cisco Unified Communications  
Manager if you are not allowing  
phones to auto-register. See the  
“Adding Phones with Cisco  
Unified Communications  
Manager Administration” section  
on page 2-16 for details.  
If you are using DHCP, verify that  
the DHCP server is pointing to the  
correct TFTP server.  
If you are using static IP  
addresses, check configuration of  
the TFTP server. See the “Network  
Configuration Menu” section on  
page 4-7 for details on assigning a  
TFTP server.  
CFG TFTP Size  
Error  
The configuration file is too large for Power cycle the phone.  
file system on the phone.  
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Table 7-2  
Status Messages on the Cisco Unified IP Phone 7970 Series (continued)  
Message  
Description  
Possible Explanation and Action  
Checksum Error  
Downloaded software file is corrupted. Obtain a new copy of the phone  
firmware and place it in the TFTPPath  
directory. You should only copy files  
into this directory when the TFTP  
server software is shut down,  
otherwise the files may be corrupted.  
CTL Installed  
A certificate trust list (CTL) file is  
installed in the phone.  
None. This message is informational  
only.  
For more information about the CTL  
file, refer to Cisco Unified  
Communications Manager Security  
Guide.  
CTL update failed  
DHCP timeout  
The phone could not update its  
certificate trust list (CTL) file.  
Problem with the CTL file on the  
TFTP server.  
For more information, refer to Cisco  
Unified Communications Manager  
Security Guide.  
DHCP server did not respond.  
Network is busy—The errors  
should resolve themselves when  
the network load reduces.  
No network connectivity between  
the DHCP server and the  
phone—Verify the network  
connections.  
DHCP server is down—Check  
configuration of DHCP server.  
Errors persist—Consider  
assigning a static IP address. See  
the “Network Configuration  
Menu” section on page 4-7 for  
details on assigning a static IP  
address.  
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Table 7-2  
Status Messages on the Cisco Unified IP Phone 7970 Series (continued)  
Message  
Description  
Possible Explanation and Action  
Dialplan Parsing  
Error  
The phone could not parse the dialplan Problem with the TFTP downloaded  
XML file properly.  
dialplan XML file.  
(SIP phones only)  
For more information refer to the  
Cisco Unified Communications  
Manager Administration Guide.  
Disabled  
802.1X Authentication is disabled on You can enable 802.1X authentication  
the phone.  
using the Settings > Security  
Configuration > 802.1X  
Authentication option on the phone.  
For more information, see the “802.1X  
Authentication and Status” section on  
page 4-51.  
DNS timeout  
DNS server did not respond.  
Network is busy—The errors  
should resolve themselves when  
the network load reduces.  
No network connectivity between  
the DNS server and the  
phone—Verify the network  
connections.  
DNS server is down—Check  
configuration of DNS server.  
DNS unknown host DNS could not resolve the name of the  
Verify that the host names of the  
TFTP server or  
TFTP server or  
Cisco Unified Communications  
Manager.  
Cisco Unified Communications  
Manager are configured properly  
in DNS.  
Consider using IP addresses rather  
than host names.  
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Table 7-2  
Status Messages on the Cisco Unified IP Phone 7970 Series (continued)  
Message  
Description  
Possible Explanation and Action  
Duplicate IP  
Another device is using the IP address  
assigned to the phone.  
If the phone has a static IP  
address, verify that you have not  
assigned a duplicate IP address.  
See the “Network Configuration  
Menu” section on page 4-7 section  
for details.  
If you are using DHCP, check the  
DHCP server configuration.  
Error update locale One or more localization files could  
Check that the following files are  
not be found in the TFTPPath directory located within subdirectories in the  
or were not valid. The locale was not TFTPPath directory:  
changed.  
Located in subdirectory with same  
name as network locale:  
tones.xml  
Located in subdirectory with same  
name as user locale:  
glyphs.xml  
dictionary.xml  
kate.xml  
dictionary.xml  
Failed  
The phone attempted an 802.1X  
transaction but authentication failed.  
Authentication typically fails because  
of one of the following:  
No shared secret is configured in  
the phone or authentication server  
The shared secret configured in  
the phone and the authentication  
server do not match  
Phone has not been configured in  
the authentication server  
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Table 7-2  
Status Messages on the Cisco Unified IP Phone 7970 Series (continued)  
Message  
Description  
Possible Explanation and Action  
File auth error  
An error occurred when the phone tried  
to validate the signature of a signed  
file. This message includes the name of  
the file that failed.  
The file is corrupted. If the file is a  
phone configuration file, delete  
the phone from the  
Cisco Unified Communications  
Manager database using  
Cisco Unified Communications  
Manager Administration. Then  
add the phone back to the  
Cisco Unified Communications  
Manager database using  
Cisco Unified Communications  
Manager Administration.  
There is a problem with the CTL  
file and the key for the server from  
which files are obtained is bad. In  
this case, run the CTL client and  
update the CTL file, making sure  
that the proper TFTP servers are  
included in this file.  
File not found  
The phone cannot locate on the TFTP Make sure that the phone load file is on  
server the phone load file that is  
specified in the phone configuration  
file.  
the TFTP server and that the entry in  
the configuration file is correct.  
IP address released The phone has been configured to  
release its IP address.  
The phone remains idle until it is  
power cycled or you reset the DHCP  
address. See the “Network  
Configuration Menu” section on  
page 4-7 section for details.  
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Table 7-2  
Status Messages on the Cisco Unified IP Phone 7970 Series (continued)  
Message  
Description  
Possible Explanation and Action  
Load Auth Failed  
The phone could not load a  
configuration file.  
Check that:  
A good version of the  
configuration file exists on the  
applicable server.  
The phone load being downloaded  
has not been altered or renamed.  
Phone load type is compatible; for  
example, you cannot place a DEV  
load configuration file on a  
REL-signed phone.  
Load ID incorrect  
Load rejected HC  
Load ID of the software file is of the  
wrong type.  
Check the load ID assigned to the  
phone (from  
Cisco Unified Communications  
Manager, choose Device > Phone).  
Verify that the load ID is entered  
correctly.  
The application that was downloaded is Occurs if you were attempting to  
not compatible with the phone’s  
hardware.  
install a version of software on this  
phone that did not support hardware  
changes on this newer phone.  
Check the load ID assigned to the  
phone (from  
Cisco Unified Communications  
Manager, choose Device > Phone).  
Re-enter the load displayed on the  
the phone setting.  
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Table 7-2  
Status Messages on the Cisco Unified IP Phone 7970 Series (continued)  
Message  
Description  
Possible Explanation and Action  
The Load Server setting is not valid.  
Load Server is  
invalid  
Indicates an invalid TFTP server  
IP address or name in the Load Server The Load Server specifies a TFTP  
option.  
server IP address or name from which  
the phone firmware can be retrieved  
for upgrades on the phones.  
Check the Load Server entry (from  
Cisco Unified Communications  
Manager Administration choose  
Device > Phone).  
No CTL installed  
A certificate trust list (CTL) file is not Occurs if security is not configured or,  
installed in the phone.  
if security is configured, because the  
CTL file does not exist on the TFTP  
server.  
For more information, refer to Cisco  
Unified Communications Manager  
Security Guide.  
No default router  
DHCP or static configuration did not  
specify a default router.  
If the phone has a static IP  
address, verify that the default  
router has been configured. See  
the “Network Configuration  
Menu” section on page 4-7 section  
for details.  
If you are using DHCP, the DHCP  
server has not provided a default  
router. Check the DHCP server  
configuration.  
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Status Menu  
Table 7-2  
Status Messages on the Cisco Unified IP Phone 7970 Series (continued)  
Message  
Description  
Possible Explanation and Action  
No DNS server IP  
A name was specified but DHCP or  
static IP configuration did not specify a  
DNS server address.  
If the phone has a static IP  
address, verify that the DNS  
server has been configured. See  
the “Network Configuration  
Menu” section on page 4-7 section  
for details.  
If you are using DHCP, the DHCP  
server has not provided a DNS  
server. Check the DHCP server  
configuration.  
Programming Error The phone failed during programming. Attempt to resolve this error by power  
cycling the phone. If the problem  
persists, contact Cisco technical  
support for additional assistance.  
Successful – MD5  
TFTP access error  
The phone attempted an 802.1X  
transaction and authentication  
achieved.  
The phone achieved 802.1X  
authentication.  
TFTP server is pointing to a directory  
that does not exist.  
If you are using DHCP, verify that  
the DHCP server is pointing to the  
correct TFTP server.  
If you are using static IP  
addresses, check configuration of  
TFTP server. See the “Network  
Configuration Menu” section on  
page 4-7 for details on assigning a  
TFTP server.  
TFTP Error  
The phone does not recognize an error Contact the Cisco TAC.  
code provided by the TFTP server.  
TFTP file not found The requested load file (.bin) was not Check the load ID assigned to the  
found in the TFTPPath directory.  
phone (from Cisco  
Unified Communications Manager,  
choose Device > Phone). Verify that  
the TFTPPath directory contains a .bin  
file with this load ID as the name.  
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Table 7-2  
Status Messages on the Cisco Unified IP Phone 7970 Series (continued)  
Message  
Description  
Possible Explanation and Action  
TFTP server not  
authorized  
The specified TFTP server could not be  
found in the phone’s CTL.  
The DHCP server is not  
configured properly and is not  
server the correct TFTP server  
address. In this case, update the  
TFTP server configuration to  
specify the correct TFTP server.  
If the phone is using a static IP  
address, the phone may be  
configured with the wrong TFTP  
server address. In this case, enter  
the correct TFTP server address in  
the Network Configuration menu  
on the phone.  
If the TFTP server address is  
correct, there may be a problem  
with the CTL file. In this case, run  
the CTL client and update the CTL  
file, making sure that the proper  
TFTP servers are included in this  
file.  
TFTP timeout  
TFTP server did not respond.  
Network is busy—The errors  
should resolve themselves when  
the network load reduces.  
No network connectivity between  
the TFTP server and the  
phone—Verify the network  
connections.  
TFTP server is down—Check  
configuration of TFTP server.  
Timed Out  
Supplicant attempted 802.1X  
transaction but timed out to due the  
absence of an authenticator.  
Authentication typically times out if  
802.1X authentication is not  
configured on the switch.  
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Status Menu  
Table 7-2  
Status Messages on the Cisco Unified IP Phone 7970 Series (continued)  
Message  
Description  
Possible Explanation and Action  
Version error  
The name of the phone load file is  
incorrect.  
Make sure that the phone load file has  
the correct name.  
XmlDefault.cnf.xml, Name of the configuration file.  
or .cnf.xml  
corresponding to the  
None. This is an informational  
message indicating the name of the  
configuration file for the phone.  
phone device name  
Network Statistics Screen  
The Network Statistics screen displays information about the phone and network  
performance. Table 7-3 describes the information that appears in this screen.  
To display the Network Statistics screen, follow these steps:  
Procedure  
Step 1  
Step 2  
Step 3  
Press the Settings button.  
Select Status.  
Select Network Statistics.  
To reset the Rx Frames, Tx Frames, and Rx Broadcasts statistics to 0, press the  
Clear softkey.  
To exit the Network Statistics screen, press the Exit softkey.  
Table 7-3  
Network Statistics Message Components  
Item  
Description  
Rx Frames  
Tx Frames  
Rx Broadcasts  
Number of packets received by the phone  
Number of packets sent by the phone  
Number of broadcast packets received by the phone  
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Status Menu  
Table 7-3  
Network Statistics Message Components (continued)  
Item  
Description  
One of the following  
values:  
Cause of the last reset of the phone  
Initialized  
TCP-timeout  
CM-closed-TCP  
TCP-Bad-ACK  
CM-reset-TCP  
CM-aborted-TCP  
CM-NAKed  
KeepaliveTO  
Failback  
Phone-Keypad  
Phone-Re-IP  
Reset-Reset  
Reset-Restart  
Phone-Reg-Rej  
Load Rejected HC  
CM-ICMP-Unreach  
Phone-Abort  
Elapsed Time  
Amount of time that has elapsed since the phone last  
rebooted  
Port 1  
Link state and connection of the PC port (for  
example, Auto 100 Mb Full-Duplexmeans that the  
PC port is in a link up state and has auto-negotiated  
a full-duplex, 100-Mbps connection)  
Port 2  
Link state and connection of the Network port  
DHCP BOUND  
Phone is bound to the DHCP server, DHCP  
parameters are acceptable, and the phone has  
received a DHCPACK message.  
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Status Menu  
Firmware Versions Screen  
The Firmware Versions screen displays information about the firmware version  
that is running on the phone. Table 7-4 explains the information that is displayed  
on this screen.  
To display the Firmware Version screen, follow these steps:  
Procedure  
Step 1  
Step 2  
Step 3  
Press the Settings button.  
Select Status.  
Select Firmware Versions.  
To exit the Firmware Version screen, press the Exit softkey.  
Table 7-4  
Firmware Version Information  
Item  
Description  
Load File  
App Load ID  
JVM Load ID  
Load file running on the phone  
Identifies the JAR file running on the phone  
Identifies the Java Virtual Machine (JVM) running  
on the phone  
OS Load ID  
Identifies the operating system running on the phone  
Boot Load ID  
Identifies the factory-installed load running on the  
phone  
DSP Load ID  
Identifies the digital signal processor (DSP) software  
version used  
Expansion Module 1  
Expansion Module 2  
Identifies the load running on the Expansion  
Module(s), if connected to and SCCP phone  
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Status Menu  
Expansion Module(s) Screen (SCCP Phones Only)  
The Expansion Module(s) screen displays information about each Cisco Unified  
IP Phone Expansion Module 7914 that is connected to the phone. This screen  
appears on SCCP phones only.  
Table 7-5 explains the information that is displayed on this screen for each  
connected expansion module. You can use this information to troubleshoot the  
expansion module, if necessary. In the Expansion Module(s) screen, a statistic  
preceded by “A” is for the first expansion module. A statistic preceded by “B” is  
for the second expansion module.  
To display the Expansion Module(s) screen, follow these steps:  
Procedure  
Step 1  
Step 2  
Step 3  
Press the Settings button.  
Select Status.  
Select Expansion Module(s).  
To exit the Expansion Module(s) screen, press the Exit softkey.  
Table 7-5  
Expansion Module Statistics  
Item  
Description  
Link State  
Overall expansion module status  
RX Discarded Bytes  
RX Length Err  
Number of bytes discarded due to errors  
Number of packets discarded due to improper length  
RX Checksum Err  
Number of packets discarded due to invalid  
checksum information  
RX Invalid Message  
Number of packets that have been discarded because  
a message was invalid or unsupported  
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Status Menu  
Table 7-5  
Expansion Module Statistics (continued)  
Item  
Description  
TX Retransmit  
Number of packets that have been retransmitted to  
the expansion module  
TX Buffer Full  
Number of packets discarded because the expansion  
module was not able to accept new messages  
Call Statistics Screen  
The Call Statistics screen displays counters statistics and voice quality metrics in  
these ways:  
During call—You can view the call information by pressing the ? button twice  
rapidly.  
After the call—You can view the call information captured during the last call  
by displaying the Call Statistics screen.  
Note  
You can also remotely view the call statistics information by using a web  
browser to access the Streaming Statistics web page. This web page  
contains additional RTCP statistics not available on the phone. For more  
information about remote monitoring, see Chapter 8, “Monitoring the  
A single call can have multiple voice streams, but data is captured for only the last  
voice stream. A voice stream is a packet stream between two endpoints. If one  
endpoint is put on hold, the voice stream stops even though the call is still  
connected. When the call resumes, a new voice packet stream begins, and the new  
call data overwrites the former call data.  
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Chapter 7 Viewing Model Information, Status, and Statistics on the Cisco Unified IP Phone  
Status Menu  
To display the Call Statistics screen for information about the last voice stream,  
follow these steps:  
Procedure  
Step 1  
Step 2  
Step 3  
Press the Settings button.  
Select Status.  
Select Call Statistics.  
The Call Statistics screen displays these items:  
Table 7-6  
Call Statistics Items  
Item  
Description  
RxType  
Type of voice stream received (RTP streaming audio  
from codec): G.729, G.711 u-law, G.711 A-law, or  
Lin16k.  
RxSize  
RxCnt  
Size of voice packets, in milliseconds, in the  
receiving voice stream (RTP streaming audio).  
Number of RTP voice packets received since voice  
stream was opened.  
Note  
This number is not necessarily identical to  
the number of RTP voice packets received  
since the call began because the call might  
have been placed on hold.  
TxType  
TxSize  
Type of voice stream transmitted (RTP streaming  
audio from codec): G.729, G.711 u-law, G.711  
A-law, or Lin16k.  
Size of voice packets, in milliseconds, in the  
transmitting voice stream.  
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Table 7-6  
Call Statistics Items (continued)  
Item  
Description  
TxCnt  
Number of RTP voice packets transmitted since  
voice stream was opened.  
Note This number is not necessarily identical to  
the number of RTP voice packets transmitted  
since the call began because the call might  
have been placed on hold.  
Avg Jtr  
Estimated average RTP packet jitter (dynamic delay  
that a packet encounters when going through the  
network) observed since the receiving voice stream  
was opened.  
Max Jtr  
RxDisc  
Maximum jitter observed since the receiving voice  
stream was opened.  
Number of RTP packets in the receiving voice stream  
that have been discarded (bad packets, too late, and  
so on).  
Note  
The phone will discard payload type 19  
comfort noise packets that are generated by  
Cisco Gateways, which will increment this  
counter.  
RxLost  
Missing RTP packets (lost in transit).  
Voice Quality Metrics  
MOS LQK  
Score that is an objective estimate of the mean  
opinion score (MOS) for listening quality (LQK)  
that rates from 5 (excellent) to 1 (bad). This score is  
based on audible concealment events due to frame  
loss in the preceding 8-second interval of the voice  
stream. For more information, see the “Monitoring  
the Voice Quality of Calls” section on page 9-24.  
Note  
The MOS LQK score can vary based on the  
type of codec that the Cisco Unified IP  
Phone uses.  
Avg MOS LQK  
Average MOS LQK score observed for the entire  
voice stream.  
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Chapter 7 Viewing Model Information, Status, and Statistics on the Cisco Unified IP Phone  
Status Menu  
Table 7-6  
Call Statistics Items (continued)  
Item  
Description  
Min MOS LQK  
Lowest MOS LQK score observed from start of the  
voice stream.  
Max MOS LQK  
Baseline or highest MOS LQK score observed from  
start of the voice stream.  
These codecs provide the following maximum MOS  
LQK score under normal conditions with no frame  
loss:  
G.711 gives 4.5  
G.729 A /AB gives 3.7  
MOS LQK Version  
Version of the Cisco proprietary algorithm used to  
calculate MOS LQK scores.  
Cumulative Conceal  
Ratio  
Total number of concealment frames divided by total  
number of speech frames received from start of the  
voice stream.  
Interval Conceal Ratio  
Ratio of concealment frames to speech frames in  
preceding 3-second interval of active speech. If  
using voice activity detection (VAD), a longer  
interval might be required to accumulate 3 seconds  
of active speech.  
Max Conceal Ratio  
Conceal Secs  
Highest interval concealment ratio from start of the  
voice stream.  
Number of seconds that have concealment events  
(lost frames) from the start of the voice stream  
(includes severely concealed seconds).  
Severely Conceal Secs  
Number of seconds that have more than 5 percent  
concealment events (lost frames) from the start of  
the voice stream.  
Cisco Unified IP Phone 7970G/7971G-GE for Cisco Unified Communications Manager 6.0  
OL-12232-01  
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Chapter 7 Viewing Model Information, Status, and Statistics on the Cisco Unified IP Phone  
Status Menu  
Cisco Unified IP Phone 7970G/7971G-GE for Cisco Unified Communications Manager 6.0  
OL-12232-01  
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