Troubleshooting guide

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IP Phone Configuration and Troubleshooting Guide

NetVanta 7000 Series and ADTRAN-approved Polycom Phones

Overview

The purpose of this guide:

• Explain the default configuration.

• Explain how to configure the NetVanta 7000 Series products for a Polycom phone.

• Explain how the phone acquires the configuration from the NetVanta 7000 Series product.

• Provide guidance for troubleshooting phones that will not fully boot, register, etc.

• Explain how to restore a phone to the factory defaults.

Default Configuration

The NetVanta 7000 Series product ships with the following default configuration for phones:

• DHCP server

- Enabled

- Option 66 pointing to tftp://10.10.20.1 for a boot server for Polycom phones

NOTE - “tftp://” must prepend the IP address in the ascii string for DHCP option 66

ex: tftp-server tftp://10.10.20.1

• FTP server

- Enabled

- Pointing to CompactFlash

filesystem

• Polycom Phone Default Configuration (“polycomboot.cfg”)

- Phone VLAN is 2

- Boot Server contact method is FTP

- Default Boot Server is 10.10.20.1/Polycom

- FTP username and password are “polycomftp” and “password”

Contacting the Boot Server

Polycom phones initially boot and learn from DHCP Option 66 to use TFTP to contact the boot server. This is because

TFTP does not require a Username and Password. This will allow a phone to download a file called “polycomboot.cfg”

from Flash memory. This file contains the boot parameters listed above and will statically configure these values on the

phone so that when it reboots it will retain the newly learned boot parameters.

Special Note about AOS Versions

The configuration portion of this guide is divided into three sections. Select the appropriate link below for your ADTRAN

Operating System (AOS) version.

• AOS R10.1.0 and above

• AOS A2.04.00 to A5.03

• AOS A2.03.00.SC and below

Summary of content (22 pages)

PAGE 1
IP Phone Configuration and Troubleshooting Guide NetVanta 7000 Series and ADTRAN-approved Polycom Phones Overview The purpose of this guide: • Explain the default configuration. • Explain how to configure the NetVanta 7000 Series products for a Polycom phone. • Explain how the phone acquires the configuration from the NetVanta 7000 Series product. • Provide guidance for troubleshooting phones that will not fully boot, register, etc. • Explain how to restore a phone to the factory defaults.
PAGE 2
Configuring the NetVanta 7000 Series Product in AOS R10.1.0 and Above Creating a New User Account 1. 2. 3. 4. 5. 6. Navigate to Voice > User Accounts and select New. Enter the Extension. Enter the First Name and Last Name. Select SIP for the Phone Type and enter the Phone MAC Address. Select the Phone Model from the drop-down list. Select Apply. The user account and associated phone configuration will be generated, and you will be taken to the new user account’s configuration menu. 7.
PAGE 3
Viewing/Editing the Phone Configuration 1. Navigate to Voice > IP Phone Configs. Select the configuration you wish to edit using the check box and then select Edit. You can also double-click the row in the table or select Edit Config on the General tab of the user accounts menu. 2. Click in the Action field to assign the action for a specific button. The previously selected phone model determines the number of buttons available on the Button Map tab.
PAGE 4
Adding an Extension 3. Click in the Action field and select Extension from the drop-down list. 4. Select an existing extension from the drop-down list or select New to create a new one. 5. Select the number of line keys. Adding a Shared Line 6. Click in the Action field and select Shared Line from the drop-down list. 7. Select a shared line from the drop-down list. Adding a Status Group 8. Enter the number of Expansion Modules just below the Display Name (if needed for the status group). 9.
PAGE 5
CSV File Field Descriptions MAC Address: Description: Associate a phone’s unique mac-address with this entry What It Does: Allows the phone with this mac to register with the system.
PAGE 6
DID: Description: A desired Direct Inward Dial for the system to direct to this extension What It Does: Allows DIDs to be mapped to an extension Acceptable Formatting: Numeric digits Email Address: Description: The desired email address to associate with this extension What It Does: This is used for voicemail-to-email capabilities Acceptable Formatting: A valid email address Coverage: Description: The desired coverage to associate with this SIP endpoint What It Does: Used to direct what happens to a call af
PAGE 7
PAGE 8
Configuring the NetVanta 7000 Series Product in AOS A2.04.00 through A5.03 With AOS A2.04.00, the User Accounts and IP Phone Configs menus of the NetVanta 7000 Series have changed considerably to accommodate configuring larger numbers of users and phones. Note the following changes: • The User Accounts menu has been updated, but the content is basically the same.
PAGE 9
Viewing/Editing the Phone Configuration 12. Navigate to Voice > IP Phone Configs. Select the configuration you wish to edit using the check box and then select Edit. You can also double-click the row in the table or select Edit Config on the General tab of the user accounts menu. 13. Click in the Action field to assign the action for a specific button. The previously selected phone model determines the number of buttons available on the Button Map tab.
PAGE 10
Adding an Extension 14. Click in the Action field and select Extension from the drop-down list. 15. Select an existing extension from the drop-down list or select New to create a new one. 16. Select the number of line keys. Adding a Shared Line 17. Click in the Action field and select Shared Line from the drop-down list. 18. Select a shared line from the drop-down list. Adding a Status Group 19. Enter the number of Expansion Modules just below the Display Name (if needed for the status group). 20.
PAGE 11
CSV File Field Descriptions MAC Address: Description: Associate a phone’s unique mac-address with this entry What It Does: Allows the phone with this mac to register with the system.
PAGE 12
Voicemail Cos (added as of AOS A5.01): Description: The desired voicemail system class of service to associate with this extension What It Does: Used to limit/restrict what services the voicemail system will provide for this extensions VM box Acceptable Formatting: String for a configured voicemail class of service (e.g. “normal_voicemail”) Alias (added as of AOS A5.
PAGE 13
Viewing/Editing the Phone Configuration 1. Navigate to Voice > IP Phone Configs and select the Phone Configs tab. You may also select Edit Config from the General tab on the user accounts menu. 2. Select the MAC address for the phone configuration you wish to edit using the check box and then select Edit. 3. On the Phone Lines tab, the Extension should be selected automatically as the User Account that was just created.
PAGE 14
4. Select the number of Line Keys (2 by default for all phone models) Adding an Extension 5. Select Add Secondary Line. 6. Select Extension for the Type. 7. Select an existing extension from the drop-down list or create a new one. 8. Confirm the number of line keys needed. 9. Enter the Password (default password is 1234) under Authentication. Adding a Shared Line 10. Select Add Secondary Line. 11. Select Shared Line Account for the Type. 12. Select the Shared Line Account by trunk account. 13.
PAGE 15
Polycom Phone Boot Process As of R10.1.0, the Netvanta 7100 added the capability to support different firmware images per phone mode. This necessitated changes in the structure of files downloaded by Polycom phones. To accommodate the multiple firmware images, many of the files are broken up by phone model and by firmware version. Each file listed in the table below also contains examples of the R10.1.0 changes. Additionally, changes were made from version 3.2.x to version 3.3.x, detailed below.
PAGE 16
000000000000.cfg sip.ld polycomboot.cfg Tells the phone which app file, config files, and misc. files to download from the boot server. By default it contains a reference to: • sip.ld • polycomboot.cfg • customer-sip.cfg • defaultpolycom.cfg • adtran-sip.cfg • sip.cfg Polycom application firmware file Used only if mac.cfg is not present. Required to upgrade any new or replacement phones.
PAGE 17
• customer-sip.cfg R10.1.0 Versions (By Model) customer-sip-spip320.cfg customer-sip-spip321.cfg customer-sip-spip330.cfg customer-sip-spip331.cfg customer-sip-spip335.cfg extension-mac.cfg Boot Server Type (FTP by default) • Boot server username/password • Local phone username/password Contains custom configuration changes for all phones. Example features that can be enabled or disabled with the contents of this file are: Missed Call notification, On-Hold Reminder, etc.
PAGE 18
Troubleshooting Synchronizing a Phone If you have modified the configuration of a phone, you can resynchronize the phone. The synchronization process sends a message to the phone and tells it to download all its files and check them for updates. If the files have changed, then the phone will reboot, download the updated files, and apply them. AOS A2.03.00.SC and below: 1. Navigate to Voice > IP Phone Configs. 2. On the Phone Configs tab, select the MAC address of the phone(s) using the check box 3.
PAGE 19
Switching From TFTP to FTP for Config Download In certain cases, whether due to network issues or other configuration problems, a phone may not be able to pull its configuration from TFTP and will need to be directly pointed to the FTP server on the unit. These examples assume that the default configuration exists on the 7100. If any of these parameters have been changed, the statements will have to be adjusted accordingly: Data VLAN: 10.10.10.1 Voice VLAN: 10.10.10.
PAGE 20
CLI Interface Default Configuration: ip dhcp pool "LAN_pool" tftp-server tftp://10.10.20.1 ip dhcp pool "VoIP_pool" tftp-server tftp://10.10.20.1 Modified Configuration: ip dhcp pool "LAN_pool" tftp-server ftp://polycomftp:password@10.10.10.1/Polycom ip dhcp pool "VoIP_pool" tftp-server ftp://polycomftp:password@10.10.20.1/Polycom Enabling the Debug Commands On occasion, debug commands may need to be used in order to determine why a phone did not receive an IP address, or download its configuration files.
PAGE 21
TFTP.SERVER EVENTS Read Request for "sip.ld" from 10.10.10.3:1028 failed. File does not exist TFTP.SERVER EVENTS Write Request for "0004f210dfae-boot.log" from 10.10.10.3:1029 failed. File already exists TFTP.SERVER EVENTS Read Request for "bootrom.ld" from 10.10.10.3:1025 failed. File does not exist TFTP.SERVER EVENTS Read Request for "0004f210dfae.cfg" from 10.10.10.3:1026 failed. File does not exist TFTP.SERVER EVENTS Successfully transmitted "000000000000.cfg" to 10.10.10.
PAGE 22
FTP: USER command - Password required for 'polycomftp'. FTP: USER command - User 'polycomftp' logged in . FTP: PWD command - '/' is current directory. FTP: CWD command - directory changed to 'Polycom'. FTP: PASV command success - Entering Passive Mode (10,10,20,1,19,237). FTP: TYPE command - Type is set to I. FTP: SIZE command successful, 17805275. FTP: BINARY data connection for sip.ld. FTP: RETR command - BINARY transfer failed. IP.FTP SERVER (RETR) Transfer of file '/Polycom/sip.