Cisco 6800 Series Guide

Maintenance

•Basic Reset, on page 1

•Voice Quality Monitoring, on page 3

•Voice Quality Reporting, on page 5

•Cisco IP Phone Cleaning, on page 6

•View Phone Information, on page 6

•Reboot Reasons, on page 6

•Phone Behavior During Times of Network Congestion, on page 8

Basic Reset

Performing a basic reset of a Cisco IP Phone provides a way to recover when the phone experiences an error.

The reset provides a way to reset or restore various configuration and security settings.

When you set up emergency calls, the phone requests an updated location whenever a person performs a

phone restart.

Note

The following table describes the ways to perform a basic reset. You can reset a phone with any of these

operations after the phone has started up. Choose the operation that is applicable for your situation.

Table 1: Basic Reset Methods

ExplanationActionOperation

Resets any user and network setup

changes that you have made, to the

previously saved settings that the

phone has not written to its flash

memory. The phone then restarts.

Press Applications and choose

Admin Settings >Restart.

Restart phone

Restores the phone configuration

or settings to factory default.

To reset settings, press

Applications and choose

Admin Settings >Factory Reset.

Reset settings

Maintenance

When an administrator has set up emergency calls, the phone requests an updated location whenever the

administrator does the following actions:

• Registers the phone with the call server.

• Restarts the phone (phone is registered).

• Changes the network interface that is used for the SIP registration.

• Changes the IP address of the phone.

Note

Perform a Factory Reset with the Phone Keypad

Use these steps to reset the phone to factory default settings using the phone keypad.

Procedure

Step 1 Unplug the phone:

• If using PoE, unplug the LAN cable.

• If using the power cube, unplug the power cube.

Step 2 Wait 5 seconds.

Step 3 Press and hold #and plug the phone back in.

When the phone boots up:

• For Cisco IP Phone 6821 Multiplatform Phones, the lights on the light strip and the line keys light up.

• For Cisco IP Phone 6841 and 6851 Multiplatform Phones, the lights on the headset button, the speaker

button, and the handset flash.

Step 4 Press the 123456789*0# keys in sequence.

For Cisco IP Phone 6821 Multiplatform Phones, when you press a key, the lights on the line keys and the

light strip flash.

For Cisco IP Phone 6841 and 6851 Multiplatform Phones, when you press 1, the handset light and the light

on the speaker button turn off.

After you press these buttons, the phone goes through the factory reset process.

If you press the buttons out of sequence, the phone powers on normally.

Do not power down the phone until it completes the factory reset process, and the main screen appears.

Caution

Maintenance

Perform a Factory Reset with the Phone Keypad

Perform Factory Reset from Phone Menu

Procedure

Step 1 Press Applications .

Step 2 Select Device administration >Factory reset.

Step 3 To restore phone configuration or settings to factory default, press OK.

Factory Reset the Phone with the Web UI Button

You can factory reset the phone from the phone web page. The reset only happens if the phone is idle. If the

phone is not idle, the phone web page shows a message that the phone is busy and that you need to try again.

Before you begin

Access the phone administration web page. See Access the Phone Web Page.

Procedure

Step 1 Select Admin Login >advanced >Info >Debug Info.

Step 2 In the Factory Reset section, click Factory Reset.

Step 3 Click Confirm factory reset.

Voice Quality Monitoring

To measure the voice quality of calls that are sent and received within the network, Cisco IP Phones use these

statistical metrics that are based on concealment events. The DSP plays concealment frames to mask frame

loss in the voice packet stream.

• Concealment Ratio metrics—Show the ratio of concealment frames over total speech frames. An interval

conceal ratio is calculated every 3 seconds.

• Concealed Second metrics—Show the number of seconds in which the DSP plays concealment frames

due to lost frames. A severely “concealed second” is a second in which the DSP plays more than five

percent concealment frames.

Concealment ratio and concealment seconds are primary measurements based on frame loss. A Conceal Ratio

of zero indicates that the IP network is delivering frames and packets on time with no loss.

Note

Maintenance

Perform Factory Reset from Phone Menu

You can access voice quality metrics from the Cisco IP Phone using the Call Statistics screen or remotely by

using Streaming Statistics.

Voice Quality Troubleshooting Tips

When you observe significant and persistent changes to metrics, use the following table for general

troubleshooting information.

Table 2: Changes to Voice Quality Metrics

ConditionMetric Change

Network impairment from packet loss or high jitter.Conceal Ratio and Conceal Seconds increase

significantly

• Noise or distortion in the audio channel such as

echo or audio levels.

• Tandem calls that undergo multiple

encode/decode such as calls to a cellular network

or calling card network.

•Acoustic problems coming from a speakerphone,

handsfree cellular phone or wireless headset.

Check packet transmit (TxCnt) and packet receive

(RxCnt) counters to verify that voice packets are

flowing.

Conceal Ratio is near or at zero, but the voice quality

is poor.

Network impairment from packet loss or high jitter

levels:

• Average MOS LQK decreases may indicate

widespread and uniform impairment.

• Individual MOS LQK decreases may indicate

bursty impairment.

Cross-check the conceal ratio and conceal seconds

for evidence of packet loss and jitter.

MOS LQK scores decrease significantly

• Check to see if the phone is using a different

codec than expected (RxType and TxType).

• Check to see if the MOS LQK version changed

after a firmware upgrade.

MOS LQK scores increase significantly

Voice quality metrics do not account for noise or distortion, only frame loss.

Note

Maintenance

Voice Quality Troubleshooting Tips

Voice Quality Reporting

You can capture voice quality metrics for Voice over Internet Protocol (VoIP) sessions with a Session Initiation

Protocol (SIP) event package. Voice call quality information derived from RTP and call information from

SIP is conveyed from a User Agent (UA) in a session (reporter) to a third party (collector).

The Cisco IP phone uses User Datagram Protocol (UDP) to send a SIP PUBLISH message to a collector

server.

Supported Scenarios for Voice Quality Reporting

Currently, only the basic call scenario supports voice quality reporting. A basic call can be a peer to peer

incoming or outgoing call. The phone sends the SIP Publish message when a call ends.

Mean Opinion Scores and Codecs

The voice quality metrics use Mean Opinion Score (MOS) to rate the quality. A MOS rating of 1 is the lowest

quality; a MOS rating of 5 is the highest quality. The following table gives a description of the codecs and

MOS scores. For other codecs, the phone does not send the SIP Publish message.

Minimum Call Duration for

Valid MOS Value

MOSComplexity and DescriptionCodec

10 secondsA minimum value of 4.1 indicates good

voice quality.

Very low complexity.

Supports uncompressed 64

kbps digitized voice

transmission at one to ten 5

ms voice frames-per-packet.

This codec provides the

highest voice quality and

uses the most bandwidth of

any of the available codecs.

G.711

(A-law

and

u-law)

30 secondsA minimum value of 3.5 indicates good

voice quality.

Low to medium complexity.G.729A

30 secondsA minimum value of 3.5 indicates good

voice quality.

Contains the same reduced

complexity modifications

present in the G.729A.

G.729AB

Configure Voice Quality Reporting

You can enable voice quality reporting on the phone with the web interface. Each extension on a phone has

a separate voice quality report. For each extension on the phone, use the corresponding Voice Quality Report

Address field to configure the generation of voice quality report.

Maintenance

Voice Quality Reporting

Procedure

Step 1 On the Phone Web page, select Admin Login >advanced >Voice >Ext x.

Where:

• Ext x = the extension number on the phone

Step 2 In SIP Settings, enter a value in the Voice Quality Report Address x field. You can enter either a domain

name or an IP address in this field.

You can also add a port number along with the domain name or an IP address in this field. If you do not enter

a port number, the value of the SIP UDP Port (5060) is used by default. If the collector server URL parameter

is blank, a SIP PUBLISH message is not sent out.

Step 3 Click Submit All Changes.

Cisco IP Phone Cleaning

To clean your Cisco IP Phone, use only a dry soft cloth to gently wipe the phone and the phone screen. Do

not apply liquids or powders directly to the phone. As with all non-weatherproof electronics, liquids and

powders can damage the components and cause failures.

When the phone is in sleep mode, the screen is blank and the Select button is not lit. When the phone is in

this condition, you can clean the screen, as long as you know that the phone will remain asleep until after you

finish cleaning.

View Phone Information

Procedure

To check the current status of the Cisco IP Phone, click the Info tab.

The Info tab shows information about all phone extensions, including phone statistics and the registration

status.

Reboot Reasons

The phone stores the most recent five reasons that the phone was refreshed or rebooted. When the phone is

reset to factory defaults, this information is deleted.

The following table describes the reboot and refresh reasons for the Cisco IP Phone.

Maintenance

Cisco IP Phone Cleaning

DescriptionReason

The reboot was a result of an upgrade operation

(regardless whether the upgrade completed or failed).

Upgrade

The reboot was the result of changes made to

parameter values by using the IP phone screen or

phone web user interface, or as a result of

synchronization.

Provisioning

The reboot was triggered by a SIP request.SIP Triggered

The reboot was triggered as a result of remote

customization.

The user manually triggered a cold reboot.User Triggered

The reboot was triggered after the phone IP address

changed.

IP Changed

You can view the reboot history as follows:

• From the phone web user interface

• From the IP phone screen

• From the phone Status Dump file (http://phoneIP/status.xml or http://phoneIP/admin/status.xml)

Reboot History on the Phone Web User Interface

On the Info >System Status page, the Reboot History section displays the device reboot history, the five

most recent reboot dates and times, and a reason for the reboot. Each field displays the reason for the reboot

and a time stamp that indicates when the reboot took place.

For example:

Reboot Reason 1: [08/13/14 06:12:38] User Triggered

Reboot Reason 2: [08/10/14 10:30:10] Provisioning

Reboot Reason 3: [08/10/14 10:28:20] Upgrade

The reboot history displays in reverse chronological order; the reason for the most recent reboot displays in

Reboot Reason 1.

Reboot History on the Cisco IP Phone Screen

Reboot History is located under Apps >Admin Settings >Status menu. In the Reboot History window, the

reboot entries displays in reverse chronological order, similar to the sequence that displays on the phone web

user interface.

Reboot History in the Status Dump File

The reboot history is stored in the Status Dump file (http://<phone_IP_address>/admin/status.xml).

Maintenance

Reboot History on the Phone Web User Interface

In this file, tags Reboot_Reason_1 to Reboot_Reason_3 store the reboot history, as shown in this example:

<Reboot_History>

<Reboot_Reason_1>[08/10/14 14:03:43]Provisioning</Reboot_Reason_1>

<Reboot_Reason_2>[08/10/14 13:58:15]Provisioning</Reboot_Reason_2>

<Reboot_Reason_3>[08/10/14 12:08:58]Provisioning</Reboot_Reason_3>

<Reboot_Reason_4>

<Reboot_Reason_5>

<Reboot_History/>

Phone Behavior During Times of Network Congestion

Anything that degrades network performance can affect Cisco IP Phone voice and video quality, and in some

cases, can cause a call to drop. Sources of network degradation can include, but are not limited to, the following

activities:

• Administrative tasks, such as an internal port scan or security scan

• Attacks that occur on your network, such as a Denial of Service attack

To reduce or eliminate any adverse effects to the phones, schedule administrative network tasks during a time

when the phones are not being used or exclude the phones from testing.

Maintenance

Phone Behavior During Times of Network Congestion

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