Cisco 6921 - Unified IP Phone Standard VoIP Administration Manual page 123

Chapter 9 Troubleshooting and Maintenance
Table 9-1 Cisco Unified IP Phone Troubleshooting (continued)
Summary
Changing the telephone configuration.
Phone resetting.
LCD display issues.
Dual-Tone Multi-Frequency (DTMF)
delay.
Codec mismatch between the phone and
another device.
Sound sample mismatch between the
phone and another device.
Gaps in voice calls.
Loopback condition.
One-way audio.
Cisco Unified IP Phone 6921, 6941, and 6961 Administration Guide for Cisco Unified Communications Manager 7.1 (SCCP)
OL-19025-01
Explanation
By default, the network configuration options are locked to prevent users from
making changes that could impact their network connectivity. You must unlock
the network configuration options before you can configure them. See the
"Unlocking and Locking Options" section on page 4-3
The phone resets when it loses contact with the Cisco Unified Communications
Manager software. This lost connection can be due to any network connectivity
disruption, including cable breaks, switch outages, and switch reboots.
If the display appears to have rolling lines or a wavy pattern, it might be
interacting with certain types of older fluorescent lights in the building.
Moving the phone away from the lights, or replacing the lights, should resolve
the problem.
When you are on a call that requires keypad input, if you press the keys too
quickly, some of them might not be recognized.
The RxType and the TxType statistics show the codec that is being used for a
conversation between this Cisco Unified IP phone and the other device. The
values of these statistics should match. If they do not, verify that the other
device can handle the codec conversation, or that a transcoder is in place to
handle the service.
See the "Call Statistics Screen" section on page 7-8
displaying these statistics.
The RxSize and the TxSize statistics show the size of the voice packets that are
being used in a conversation between this Cisco Unified IP phone and the other
device. The values of these statistics should match.
See the "Call Statistics Screen" section on page 7-8
displaying these statistics.
Check the AvgJtr and the MaxJtr statistics. A large variance between these
statistics might indicate a problem with jitter on the network or periodic high
rates of network activity.
See the "Call Statistics Screen" section on page 7-8
displaying these statistics.
A loopback condition can occur when the following conditions are met:
The SW Port Configuration option in the Network Configuration menu on
•
the phone is set to 10 Half
(10-BaseT / half duplex)
The phone receives power from an external power supply
•
The phone is powered down (the power supply is disconnected)
•
In this case, the switch port on the phone can become disabled and the
following message will appear in the switch console log:
HALF_DUX_COLLISION_EXCEED_THRESHOLD
To resolve this problem, re-enable the port from the switch.
When at least one person in a call does not receive audio, IP connectivity
between phones is not established. Check the configurations in routers and
switches to ensure that IP connectivity is properly configured.
General Troubleshooting Tips
for details.
for information about
for information about
for information about
9-9