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
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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
information, see the “Expansion Module(s) Screen (SCCP Phones Only)”
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 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
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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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
Screen” section on page 7-16 to verify
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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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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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
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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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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Firmware Versions Screen
The Firmware Versions screen displays information about the firmware version
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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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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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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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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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.
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