Specifications

Chapter 6: IP Endpoints Diagnostics
ShoreTel Maintenance Guide 103
Step e Ty p e ext_iphone_status and press ENTER. Wait for 5 seconds and capture
the returned information. Wait an additional 30 seconds and capture any
additional output from the switch.
Step f Ty p e
mgcp_msg_debug=0 to turn off MGCP trace.
Step 7 Restart the IP phone by either unplugging the data cable and reconnecting, or
holding down the volume keys, the hold button, and the second soft key
directly above the hold button for 5 seconds to initiate a restart of the phone.
Step 8 After the phone completes rebooting, collect the new application and boot logs
created for the IP phone (as described above).
Step 9 Forward all the information you recorded to ShoreTel Customer Support for
analysis.
6.3.5 Troubleshooting the IP Phone Display
This section presents some techniques for troubleshooting the IP Phone Display Server.
The first step is to identify that the problem is actually an IPDS problem.
You should suspect an IPDS problem whenever a phone configured in the database (which
appears on the IP phone list in ShoreWare Director) does not have the correct display, or
doesn’t respond properly when you press the feature buttons. When you suspect an IPDS
problem, verify that the server has TAPI access to the phone or phones in question. To
check TAPI access, use any TAPI application that supports phone devices such as TapiTest
and PhoneMon.
6.3.5.1 Phone Display is Incorrect
If a phone display is incorrect, one of two things may have happened:
IPDS Sent a Bad Display Update
This can be detected by searching through the IPDS log file for the display line in question.
If it is found at the appropriate time and on the appropriate extension, IPDS is the cause of
the problem. Provide the relevant IPDS log to your engineering resources.
Switch Did Not Update the IP Phone Correctly
It is possible for the switch to mishandle phone updates.
6.3.5.2 Administrative Messages
The system administrator may send messages to a single IP phone or to all of them. These
messages can alert users of upgrades or downtimes, or simply test the communication
channel from IPDS through TMS and the switch to the phones. For details on how to send
administrative messages using IPPhoneCfgTool.exe, see Section 3.3.7 on page 39.
Enabling IPDT Debugging
By default, IPDT logging is turned off. However, you can enable IPDT logging to assist in
troubleshooting efforts.
6.3.5.3 Enabling IPDT Debugging
To enable logging on the switch, follow the procedure below: