C H A P T E R
6
Viewing Model Information, Status,
Statistics, and Security Information on
the Cisco Unified IP Phone
This chapter describes how to use the following menus and screens on the Cisco
Unified IP Phone to view security information, model information, status
messages, network statistics, firmware information, and call statistics for the
phone:
•
•
•
•
Model Information screen—Displays hardware and software information
about the phone.
Status menu—Provides access to screens that display the status messages,
network statistics, and firmware versions.
Call Statistics screen—Displays counters, packet statistics, and voice quality
metrics for the current call.
Security Configuration screen—Displays information about security on the
phone.
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, see
Chapter 8, “Troubleshooting the Cisco Unified IP Phone.”
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Status Menu
Table 6-1 Model Information (continued)
Item
Description
CTL
Displays the MD5 hash of the certificate trust list
(CTL) file that is installed in the phone. If no CTL
file is installed on the phone, this field displays No.
(If security is configured for the phone, the CTL file
installs automatically when the phone reboots or
resets. For more information about this file, refer to
Cisco Unified CallManager Security Guide.)
MIC
LSC
Indicates whether a manufacturing installed
certificate (used for the security features) is installed
on the phone or is not installed on the phone.
Indicates whether a locally significant certificate
(used for the security features) is installed on the
phone or is not installed on the phone.
Status Menu
The Status menu provides information about the phone and its operation that
includes messages, statistics, and information about firmware versions on the
phone and any expansion modules.
To access the Status menu, follow these steps:
Procedure
Step 1
Step 2
Press the Settings button.
Select Status Menu.
The Status menu contains 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
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Status Menu
•
•
•
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 Stats—Displays the Expansion Module Stats screen,
which shows information about the Cisco Unified IP Phone 7914 Expansion
Module or modules, if connected to the phone. For more information, see the
•
Call Statistics—Displays the Call Statistics screen, which shows information
about the phone call on the phone. For more information, see the “Call
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.
Note
To remove current status messages, press the Clear softkey.
Table 6-2 provides a list of the Status Messages with their description and
explanation.
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Status Menu
Table 6-2 Status Messages on the Cisco Unified IP Phone 7940G/7960G
Message
Description
Possible Explanation and Action
BootP server used
The phone obtained its IP
address from a BootP server
rather than a DHCP server.
None. This message is informational only.
CFG file not found
The name-based and default
configuration file was not
found on the TFTP Server.
The configuration file for a phone is created
when the phone is added to the
Cisco Unified CallManager database. If the
phone has not been added to the
Cisco Unified CallManager database, the
TFTP server generates a CFG File Not Found
response.
•
Phone is not registered with
Cisco Unified CallManager.
You must manually add the phone to
Cisco Unified CallManager if you are not
allowing phones to auto-register. See the
“Methods for Adding Phones to the
Cisco Unified CallManager Database”
section on page 2-11 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 Options”
section on page 4-3 for details on
assigning a TFTP server.
CFG TFTP Size Error The configuration file is too
large for file system on the
phone.
Power cycle the phone.
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Status Menu
Table 6-2 Status Messages on the Cisco Unified IP Phone 7940G/7960G (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 CallManager Security
Guide.
CTL update failed
DHCP timeout
The phone could not update its Problem with the CTL file on the TFTP
certificate trust list (CTL) file. server.
For more information, refer to
Cisco Unified CallManager 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 Options” section on
page 4-3 for details on assigning a static
IP address.
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Status Menu
Table 6-2 Status Messages on the Cisco Unified IP Phone 7940G/7960G (continued)
Message
Description
Possible Explanation and Action
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
Duplicate IP
DNS could not resolve the
name of the TFTP server or
Cisco Unified CallManager.
Verify that the host names of the TFTP
server or Cisco Unified CallManager are
configured properly in DNS.
•
•
Consider using IP addresses rather than
host names.
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 Options” section on page 4-3
section for details.
•
If you are using DHCP, check the DHCP
server configuration.
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Status Menu
Table 6-2 Status Messages on the Cisco Unified IP Phone 7940G/7960G (continued)
Message
Description
Possible Explanation and Action
Error update locale
One or more localization files Check that the following files are located
could not be found in the
TFTPPath directory or were
not valid. The locale was not
changed.
within subdirectories in the TFTPPath
directory:
•
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
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 CallManager database
using Cisco Unified CallManager
Administration. Then add the phone back
to the Cisco Unified CallManager
database using Cisco Unified
CallManager 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 Make sure that the phone load file is on the
TFTP server the phone load
file that is specified in the
phone configuration file.
TFTP server and that the entry in the
configuration file is correct.
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Status Menu
Table 6-2 Status Messages on the Cisco Unified IP Phone 7940G/7960G (continued)
Message
Description
Possible Explanation and Action
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 Options”
section on page 4-3 section for details.
Load Auth Failed
The phone could not load a
configuration file.
The configuration file that the phone received
from the server identified in this message is
corrupt. Make sure that a good version of the
configuration file exists on that server.
Load Auth Failed
Load ID incorrect
A signed phone load file has
been modified or renamed.
Make sure that the phone load file that the
phone is downloading has not been altered or
renamed.
Load ID of the software file is Check the load ID assigned to the phone (from
of the wrong type.
Cisco Unified CallManager, choose Device >
Phone). Verify that the load ID is entered
correctly.
Load rejected HC
The application that was
Occurs if you were attempting to install a
downloaded is not compatible version of software on this phone that did not
with the phone’s hardware.
support hardware changes on this newer
phone.
Check the load ID assigned to the phone (from
Cisco Unified CallManager, choose Device >
Phone). Re-enter the load displayed on the
section on page 6-14 to verify the phone
setting.
No CTL installed
A certificate trust list (CTL)
file is not installed in the
phone.
Occurs if security is not configured or, if
security is configured, because the CTL file
does not exist on the TFTP server.
For more information, refer to
Cisco Unified CallManager Security Guide.
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Status Menu
Table 6-2 Status Messages on the Cisco Unified IP Phone 7940G/7960G (continued)
Message
Description
Possible Explanation and Action
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 Options” section on
page 4-3 section for details.
•
•
If you are using DHCP, the DHCP server
has not provided a default router. Check
the DHCP server configuration.
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
Options” section on page 4-3 section for
details.
•
If you are using DHCP, the DHCP server
has not provided a DNS server. Check the
DHCP server configuration.
Programming Error
TFTP access 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.
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 Options”
section on page 4-3 for details on
assigning a TFTP server.
TFTP Error
The phone does not recognize Contact the Cisco TAC.
an error code provided by the
TFTP server.
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Status Menu
Table 6-2 Status Messages on the Cisco Unified IP Phone 7940G/7960G (continued)
Message
Description
Possible Explanation and Action
TFTP file not found
The requested load file (.bin) Check the load ID assigned to the phone (from
was not found in the TFTPPath Cisco Unified CallManager, choose Device >
directory.
Phone). Verify that the TFTPPath directory
contains a.bin file with this load ID as the name.
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.
Version error
The name of the phone load
file is incorrect.
Make sure that the phone load file has the
correct name.
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Status Menu
Table 6-2 Status Messages on the Cisco Unified IP Phone 7940G/7960G (continued)
Message
Description
Possible Explanation and Action
XmlDefault.cnf.xml, Name of the configuration file. None. This is an informational message
or .cnf.xml
corresponding to the
phone device name
indicating the name of the configuration file
for the phone.
Network Statistics Screen
The Network Statistics screen provides information about the phone and network
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.
The Network Statistics screen displays these items:
Table 6-3 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 6-3 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
connected to Cisco Unified CallManager
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
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Status Menu
Firmware Versions Screen
The Firmware Versions screen displays information about the firmware running
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.
The Firmware Version screen displays these items:
Table 6-4 Firmware Version Information
Item
Description
App Load ID
Boot Load ID
Identifies the JAR file running on the phone
Identifies the factory-installed load running on the
phone
Version
Identifies the firmware version running on the
phone.
DSP
Identifies the digital signal processor (DSP) software
version.
Expansion Module 1
Expansion Module 2
Identifies the firmware version running on the
expansion module
Identifies the firmware version running on the
expansion module
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Status Menu
Expansion Module Stats Screen
When the Cisco Unified IP Phone Expansion Module 7914 or modules are
connected to the IP phone, the Expansion Module Stats screen displays
information about the expansions modules.
Table 6-5 explains the information that appears in this screen for each connected
expansion module. You can use this information to troubleshoot the expansion
module, if necessary. In the Expansion Module Stats 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 Stats screen, follow these steps:
Procedure
Step 1
Step 2
Step 3
Press the Settings button.
Select Status.
Select Expansion Module Stats.
Table 6-5 describes the information that displays for each connected expansion
module.
Table 6-5 Expansion Module Statistics
Item
Description
Link State
Overall expansion module status
Number of bytes discarded due to errors
Number of packets discarded due to improper length
RX Discarded Bytes
RX Length Err
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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Call Statistics Screen
Table 6-5 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
You can access the Call Statistics screen on the phone to display counters,
•
•
During call, you can display the call information on the phone screen by
pressing the i or ? 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 remotely view the call statistics information by using a web
browser to access the Streaming Statistics web page. For more
information about remote monitoring, see the “Streaming Statistics”
section on page 7-18.
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.
For information about using the voice quality metrics, see the “Monitoring the
Voice Quality of Calls” section on page 8-23.
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Call Statistics Screen
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.
Table 6-6 describes the information that displays on the Call Statistics screen:
Table 6-6 Call Statistics
Item
Description
RxType
Type of voice stream received (RTP streaming
audio): G.729, G.711 u-law, G.711 A-law, or
Lin16k.
TxType
Type of voice stream transmitted (RTP streaming
audio): G.729, G.711 u-law, G.711 A-law, or
Lin16k.
RxSize
TxSize
RxCnt
Size of voice packets, in milliseconds, in the
receiving voice stream (RTP streaming audio).
Size of voice packets, in milliseconds, in the
transmitting voice stream.
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.
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Call Statistics Screen
Table 6-6 Call Statistics (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 8-23.
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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Call Statistics Screen
Table 6-6 Call Statistics (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.
Cmltve 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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Security Configuration Menu
Security Configuration Menu
The Security Configuration menu displays information about security settings on
the phone and provides access to the certificate trust list (CTL) file screen and the
trust list screen.
To display the Security Configuration menu, follow these steps:
Procedure
Step 1
Step 2
Press the Settings button.
Select Security Configuration.
The Security Configuration menu provides these options:
•
Web Access Enabled—Displays whether web access is enabled (Yes) or
disabled (No) for the phone. You configure web access in
Cisco Unified CallManager Administration.
•
•
Security Mode—Displays the security mode that is set for the phone. You
configure the security mode in Cisco Unified CallManager Administration.
MIC—Displays whether a manufacturing installed certificate (used for the
security features) is installed on the phone (Yes) or is not installed on the
phone (No).
•
•
LSC—Displays whether a locally significant certificate (used for the security
features) is installed on the phone (Yes) or is not installed on the phone (No).
CTL File—When the certificate trust list (CTL) file is installed, the MD5
hash of the CTL displays. If no CTL file is installed on the phone, this field
displays No. (If security is configured for the phone, the CTL file installs
automatically when the phone reboots or resets. For more information about
this file, refer to Cisco Unified CallManager Security Guide.)
If a CTL file is installed on the phone, provides access to the CTL File screen.
•
Trust List—If a CTL file is installed on the phone, provides access to the
Trust List screen. For more information, see the “Trust List Screen” section
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Chapter 6 Viewing Model Information, Status, Statistics, and Security Information on the Cisco Unified IP Phone
Security Configuration Menu
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CAPF—Displays the IP address and the port of the CAPF that the phone
uses.
Note
To exit any menu or screen, press the Exit softkey.
CTL File Screen
certificate trust list (CTL) file that is installed in the phone and provides access to
the CTL File screen. If security is configured for the phone, the CTL file installs
automatically when the phone reboots or resets. For more information about this
file, refer to Cisco Unified CallManager Security Guide.
To display the CTL File screen, follow these steps:
Procedure
Step 1
Step 2
Step 3
Press the Settings button.
Select Security Configuration.
Select CTL File.
Cisco Unified IP Phone 7940G/7960G Administration Guide for Cisco Unified CallManager 4.2(3)
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Chapter 6 Viewing Model Information, Status, Statistics, and Security Information on the Cisco Unified IP Phone
Security Configuration Menu
Table 6-7 describes the information that displays in the CTL File screen:
Table 6-7 CTL File Information
Item
Description
CTL File
Displays the MD5 hash of the certificate trust list
(CTL) file that is installed in the phone.
A locked padlock icon
in this option indicates
that the CTL file is locked.
An unlocked padlock icon
file is unlocked.
indicates that the CTL
CallManager / TFPT
CAPF
IP address of a Cisco Unified CallManager and
TFTP server used by the phone. Also displays a
certificate icon
server.
if a certificate is installed for this
IP address of the CAPF server used by the phone.
Also displays a certificate icon
installed for this server.
if a certificate is
To add or change the primary CallManager / TFTP server (TFTP Server 1) or
secondary (TFTP Server 2) in the CTL File, you must unlock the CTL file before
you can save changes. You must use the Network Configuration menu to make
changes to the TFTP Server 1 option or to the TFTP Server 2 option. (For
information about changing these options, see the “Network Configuration Menu
Options” section on page 4-3.)
To unlock the CTL file from the Security Configuration screen, follow these steps:
Procedure
Step 1
Press **# to unlock options on the CTL File menu.
If you decide not to continue, press **# again to lock options on this menu.
Highlight the CTL option.
Step 2
Step 3
Press the Unlock softkey to unlock the CTL file.
After you change and save the TFTP Server 1 or the TFTP Server 2 option, the
CTL file will be locked automatically.
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Chapter 6 Viewing Model Information, Status, Statistics, and Security Information on the Cisco Unified IP Phone
Security Configuration Menu
Note
When you press the Unlock softkey, it changes to Lock. If you decide not
to change the TFTP Server 1 or TFTP Server 2 option, press the Lock
softkey to lock the CTL file.
Trust List Screen
The Trust List screen displays information about all of the servers that the phone
trusts. If a CTL file is installed on the phone, you can view the trust list.
To access the Trust List screen, follow these steps:
Procedure
Step 1
Step 2
Step 3
Press the Settings button.
Select Security Configuration.
Select Trust List.
Table 6-8 describes the information that displays in the Trust List screen:
Table 6-8 Trust List Information
Item
Description
CAPF Server
IP address of the CAPF used by the phone. Also
displays a certificate icon
installed for this server.
if a certificate is
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Chapter 6 Viewing Model Information, Status, Statistics, and Security Information on the Cisco Unified IP Phone
Security Configuration Menu
Table 6-8 Trust List Information (continued)
Item
Description
CallManager / TFPT
Server
IP address of a Cisco Unified CallManager and
TFTP server used by the phone. Also displays a
certificate icon
server.
if a certificate is installed for this
SRST Router
IP address of the trusted SRST router that is
available to the phone, if such a device has been
configured in Cisco Unified CallManager
Administration. Also displays a certificate icon
if a certificate is installed for this server.
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