General Telephone Call Problems - Cisco 9971 Administration Manual

General Telephone Call Problems

The following sections help troubleshoot general telephone call problems.
VPN-Connected Phone Does Not Log Calls
Problem
A remote location (home office) phone that is connected through the VPN does not log missed, placed, or
received calls.
Cause
Without explicitly setting the Alternate TFTP setting, the Cisco IP Phone cannot contact the TFTP server and
download the configuration and other files, and function properly.
Solution
Set up the phone to use the Alternate TFTP server and configure the TFTP server IP address.
Related Topics
Set Up Remote Phone, on page 320
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.
Cisco Unified IP Phone 8961, 9951, and 9971 Administration Guide for Cisco Unified Communications Manager 10.0
General Telephone Call Problems
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