Administrator Guide: Cisco IP Phone 7941 Support

Troubleshooting

Phone is not using SIP firmware.

Make sure that the correct version of the Cisco Support Module is installed. You need to do a factory reset so that the phone upgrades its firmware.

A delay is present before dialing.

A dial plan must be defined in the "dialplan.xml" file in the tftpboot directory.

Reboot the phone remotely.

Open the SMP web interface.

DONE Navigate to:  Advanced > Phone Status

Then click the reboot link next to the phone you want to reboot.

Factory Reset

  1. Unplug the power cable from the phone and then plug it back in. The phone begins its power up cycle.
  2. While the phone is powering up, and before the Speaker button flashes on and off. Press and hold #. Continue to hold # until each line button flashes on and off in sequence in amber.
  3. Release # and press 123456789*0#. The phone will reboot and will indicate he is upgrading his firmware. When this is done he will reboot and take the configuration file matching his mac address

User Acceptance Tests

Check that your DHCP server is configured to return the correct TFTP options. Check that your have at least 3 directory entries on your SMP (User A, User B, User C). User A and user B must already have phones.

1. Package installation

  1. Go to the Web Interface. Go to Advanced Modules and install the Cisco Phone Support Module.
  2. Install at least version 4.1 of the module.
  3. Check that the module install correctly.

2. Resource creation

  1. Create a SDC6 Phone resource.
  2. Insert the MAC address of the phone into the MAC Address field.
  3. Set the 'Local Call Forward Enable', 'Date format', 'Time format' fields to your preferred value.
  4. Set the media ports according to your network configuration if needed, otherwise you can let them blank, default values will be used.
  5. Go to Directory > Internal Directory. Assign the resource to User C.
  6. Apply the changes.
  7. Power up the phone.
  8. Check that the resource name is displayed on the top right corner and that the extension is displayed correctly.

3. Reboot Phone
  1. Try to reboot your phone from the SMP.
  2. Check that the phone reboots.

4. Make a call
  1. Dial the number of User A on User C phone.
  2. Check that User A phone rings.

5. Successfully establish a call using the handset
  1. Dial the number of User A on User C phone.
  2. Pick up User A phone using the handset.
  3. Check that audio is being transmitted correctly.

6. Receive a call using a handset
  1. Dial the number of User C on User A phone.
  2. Check that User C phone rings.
  3. Pickup User A phone using the handset.
  4. Check that audio is being transmitted correctly.

7. Successfully establish a call using the speakers
  1. Dial the number of User A on User C phone.
  2. Pickup User A phone using the speakers.
  3. Check that audio is being transmitted correctly.

8. Receive a call using a speakers
  1. Dial the number of User C on User A phone.
  2. Check that User C phone rings.
  3. Pickup User A phone using the speakers.
  4. Check that audio is being transmitted correctly.

9. Check your voicemail
  1. Press on the messages button.
  2. Check that you hear the voicemail prompts.

10. Check if you have a voicemail
  1. Leave a voicemail on user C mailbox.
  2. Check that the red light on the handset is blinking.

11. Local call forwarding
  1. Set up local call forwarding on User C phone so that it forward the call to User B.
  2. Dial User C extension from User A Phone.
  3. Check that user B phone rings.

12. Blind Transfer.

  1. Dial User C extension from User A Phone.
  2. On User C phone, transfer the call to phone B.
  3. Check that phone B rings.

13 Attended Transfer

  1. Dial User C extension from User A Phone.
  2. On User C phone, transfer the call to phone B.
  3. Check that phone B rings and answer the call.
  4. Check that you can hear music on hold on User A phone.
  5. Do the transfer.
  6. Check that the transfer is successful.
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