1© 2007 Aastra Technologies, LTD. Your Connection to the World. Aastra Telecom & Verizon Maintenance and Troubleshooting Steven Grinsztein Manager, Sales

1 © 2007 Aastra Technologies, LTD.

Your Connection to the World.

Aastra Telecom & Verizon

Maintenance and Troubleshooting

Steven Grinsztein

Manager, Sales Engineering

978-262-3262

[email protected]

www.aastratelecom.com

© 2007 Aastra Technologies, LTD.2

Outline and Agenda

» Aastra IP Telephones Maintenance – Configuration Files & Firmware Updates – Factory Defaulting a phone

» How do I setup…– Features

Date/Time NTP Server SIP Local Dial Plan Codecs 57iCT Handset Pairing SCA Call Park/Call Park Retrieve Global Line Configuration vs Per Line Settings Customized Codec

» Troubleshooting– Capturing Syslogs– Support Issues

No Service message on my display How to check if your Phone is Registered Properly Transmit /Sidetone Gains and Adjustments Web Recovery / Application missing Admin Password Recovery Audio Issue Troubleshooting SIP Messaging Specific Troubleshooting (Network Trace) Why won’t my MWI LED Light? Troubleshooting Page – Support Information on WEB UI


Maintenance

» Configuration Files & Firmware Updates


Configuration File and Firmware Updates

» Configuration File and Firmware Updates– The IP phones can use either a TFTP, FTP, HTTP, or HTTPS server to

download the configuration files and firmware. Only one protocol may be used at a time.

– There are 3 ways you can download the configuration files and firmware:

1. Manual updates of firmware and/or configuration files

2. Automatic updates of firmware and/or configuration files at a specific time in a 24-hour period (via the Aastra Web UI or configuration files)

3. Manual firmware ONLY updates using the Aastra Web UI (TFTP only)


Configuration Files

» Configuration Files– The configuration files used by the phones consist of 2 files. The asstra.cfg

and the <MAC>.cfg. Both are standard text files.

• aastra.cfg:• Holds the configuration information common to all the Aastra IP phones on

the network.• E.g. SIP Proxy, Registrar, Outbound Proxy, XML server IP, time servers.• May also create a set of standard softkeys/programmable keys for features

such as voicemail such as voicemail, DND, etc.

• <MAC>.cfg: (where <MAC> is equal to the MAC address of the telephone).

• Contains any specific configuration for that particular phone.

• If the same parameter is listed in the <MAC>.cfg as in the aastra.cfg file, the <MAC>.cfg value overrides it.


Configuration Files “Rules” - Important

» Configuration File Precedence– Aastra IP phones can accept two sources of configuration data:

1. aastra.cfg/<mac>.cfg from a Configuration server

2. Phone User Interface (UI) or Web UI changes

– Configuration changes hierarchy: Web UI or Phone UI – first priority (override all others) Configuration files – second level priority Factory default options – third level priority

– Hierarchy changes will override lower priority levels For example:

– Configuration file sets a button to be Call Forwarding

– Change is made using Web UI to change CF to DND

– DND can not be changed by the config file method; WebUI is higher priority


Firmware Files

» Firmware Files

– The following tables provide the firmware filename for each Aastra IP phone

5Xi

IP PhoneModel

AssociatedFirmware

51i 51i.st

53i 53i.st

55i 55i.st

57i 57i.st

57i CT 57iCT.st


Download Protocol Setting Choices

» The IP phone must be configured for a specific type of download protocol to use. TFTP is enabled by default. You can configure the following on the IP phone:

» These values can be setup using the WEB UI, Phone UI, or configuration files

– TFTP Server: (Trivial File Transfer Protocol) IP address or qualified domain name of the TFTP server. You can select a primary or alternate TFTP server and then assign an IP address or qualified domain name to your selection. Set this option if TFTP is the download protocol selected.

– FTP Server: (File Transfer Protocol) IP address or network host name of the FTP server. If required, you can also assign a user name and password for access to the FTP server. Set this option if FTP is the download protocol selected. If you enter a network host name, DNS must also be set.

– HTTP Server: (Hypertext Transfer Protocol) IP address of the HTTP server. You can also assign an HTTP path to the HTTP server. Set this option if HTTP is the download protocol selected.

– HTTPS Server: (Hypertext Transfer Protocol over Secure Socket Layer) IP address of the HTTPS server. You can also assign an HTTPS path to the HTTPS server. Set this option if HTTPS is the download protocol selected.


Download Protocol Setup using Configuration Files

» Setting the configuration server download protocol to be used;– TFTP, FTP, HTTP, or HTTPS


TFTP Server setup using Configuration Files

» Configuration Server Settings;– TFTP Server


Alternate TFTP Server setup using Configuration Files

» Configuration Server Settings;– Alternate TFTP Server, Use Alternate TFTP


FTP Server setup using Configuration Files

» Configuration Server Settings;– FTP Server


FTP Server setup using Configuration Files

» Configuration Server Settings;– FTP User Name, FTP Password


HTTP Server setup using Configuration Files

» Configuration Server Settings;– HTTP Server, HTTP Path


HTTPS Server setup using Configuration Files

» Configuration Server Settings;– HTTPS Server, HTTPS Path


Download Protocol setup using WEB UI

» Setting the Configuration Server Protocol to be used “TFTP, FTP, HTTP, or HTTPS”

» Choose “Configuration Server” from the main menu – Pick the “Download Protocol” you want to use from the drop down list– Save


TFTP Server setup using WEB UI

» Configuration Server Settings;» Choose “Configuration Server” from the main menu

– Choose “TFTP from the “Download Protocol” menu– Enter the “TFTP Server” IP address– Save


Alternate TFTP Server setup using WEB UI


– Choose “TFTP from the “Download Protocol” menu– Enter the “Alternate TFTP Server” IP address– Check the “Use Alternate TFTP” server box– Save


FTP Server setup using WEB UI


– Choose “FTP from the “Download Protocol” menu– Enter the “FTP Server” IP address or DNS name– Enter the “FTP Username” (optional)– Enter the “FTP Password” (optional)– Save


HTTP Server setup using WEB UI


– Choose “HTTP from the “Download Protocol” menu– Enter the “HTTP Server” IP address or DNS name– Enter the “HTTP Path” if not in the root directory– Save


HTTPS Server setup using WEB UI


– Choose “HTTPS from the “Download Protocol” menu– Enter the “HTTPS Server” IP address or DNS name– Enter the “HTTPS Path” if not in the root directory– Save


Manual Updates

» 1. Manual Updates when using configuration files

» Restarting the phone forces the phone to check for new configuration and/or firmware files stored on the configuration server.

– There are 2 methods to reset the phone Phone UI WEB UI


Resetting a phone – Phone UI

» Phone UI– Press the “Options” button on the phone and scroll down to “6.

Restart Phone”– When you see the message “Are you sure you wish to restart the

phone?” choose “Restart”


Resetting a phone – WEB UI

» WEB UI– From the “Operations” menu choose “Reset”– Choose “Restart” from the “Restart Phone”– Choose “OK” from the “Are you sure you wish to restart the

phone?” pop up window


Automatic Updates

» 2. Automatic Updates (auto-resync)

– The auto-resync feature on the IP phones allows an administrator to enable the phone to be updated automatically once a day at a specific time in a 24-hour period if the files on the server have changed.

– Works with TFTP, FTP, and HTTP servers. – Setup is done using the Aastra Web UI or Configuration files

– The administrator sets the following parameters; Mode Time


Automatic Updates

» Automatic Updates (auto-resync)– Notes:

1. If a user is accessing the Aastra Web UI, they are not informed of an auto-reboot.

2. Any changes made using the Aastra Web UI or the IP phone UI are not overwritten by an auto-resync update. Auto-resync affects the configuration files only. However, the settings in the Aastra Web UI take precedence over the IP phone UI and the configuration files.

3. If the IP phone is in use (not idle) at the time of the resync check, the reboot occurs when the phone becomes idle.

4. The resync time is based on the local time of the IP phone.

5. Auto-Resync adds up to 15 minutes random time to the configured time. For example, if the auto resync time parameter is set to 02:00, the event takes place any time between 02:00 and 02:15. This prevents several phones from accessing the server at the exact same time.


Automatic Updates – WEB UI

» Mode– The Mode parameter

determines the type of update that the IP phone performs:

None Configuration file only Firmware file only Both

» Time (24 hour)– The Time (24 hour)

parameter sets the time when the IP phone will be automatically updated.

Valid values are 00:00 to 23:30 (in 30 minute increments).


Automatic Updates – Configuration Files

» Automatic Updates (auto-resync)

– When using configuration files, the following parameters must be set;

auto-resync mode auto-resync time



» auto-resync mode

– Description: Enables and disables the phone to be updated automatically once a day at a specific time in a 24-hour period.

– Parameter auto-resync mode

– Range 0 (none) 1 (configuration files only) 2 (firmware only) 3 (configuration files and firmware)

» Example: auto resync mode: 3



» auto-resync time

– Description: Sets the time of day in a 24-hour period for the IP phone to be automatically updated.

– Parameter auto-resync time

– Range hh = 00 to 23 mm = 00 to 59

» Example: auto resync time: 03:30


Manual Firmware ONLY Updates - WEB UI

» 3. Manual Firmware Update (TFTP only)

– Enter the TFTP “Server IP” address of where the firmware is located

– Enter the “File Name” you want to load i.e. “57i.st”

– Press the “Download Firmware” button


Maintenance

» Factory Defaulting a phone


Factory Defaulting a Phone

» There are 2 options for factory defaulting a phone. You can set phones to their factory default setting or remove a phone’s local configuration using the Phone UI or the WEB UI.

1. “Restore To Factory Defaults” – Factory default settings are the settings that reside on the phone after it has left the factory. The factory default settings on the phone sets the factory defaults for all of the settings in the aastra.cfg, <mac>.cfg, and local configuration. Performing this action results in losing all user-modified settings.

2. “Remove Local Configuration Settings” – You can reset the IP Phone’s local configuration if required. The local configuration is the configuration programmed using the Phone UI or the WEB UI. Performing this action results in losing ALL user-modified settings. Configuration file settings are kept and not touched.


Restore To Factory Defaults

» Phone UI:Options Key


Restore To Factory Defaults

» WEB UI:

» Click on Operation->Reset->Current Settings

» In the "Restore to Factory Defaults" field, click» This restores all factory defaults, and removes any saved

configuration and directory list files.


Erase Local Configuration

» Phone UI:

Options Key


Erase Local Configuration

» WEB UI:

» Click on Operation->Reset->Current Settings

» In the "Remove Local Configuration Settings" field, click

» This removes configuration settings made using the Phone and WEB UI.


How do I setup….

» Features


Date/Time

» You can set the time and date, set the time and date format, set the time zone, and set daylight savings time on the IP phones.

» The following table identifies which method of configuration applies to each feature.


Set Time & Date Format – Configuration Files


Set Time & Date Format – WEB UI

» WEB UI– Basic Settings>Preferences>Time and Date Setting


Set Time Zone – Configuration Files

» Complete Time Zone Name

table in the IP Admin Guide


Set Daylight Savings Time (DST) – Configuration Files


NTP Server

» Network Time Protocol (NTP) is a protocol that the IP phone uses to synchronize the phone clock time with a computer (configuration server) in the network.

» To use NTP, you must enable it using the Configuration files or the WEB UI. You can specify up to three time servers in your network.


NTP Server – Configuration Files


NTP Servers – WEB UI

» Advanced Settings>Network>Advanced Network Settings


SIP Local Dial Plan

» A dial plan describes the number and pattern of digits that a user dials to reach a particular telephone number. Access codes, area codes, specialized codes, and combinations of the number of digits dialed are all part of a dial plan.

» The IP phones have local dial plan capacity. You configure the SIP Local Dial Plan using the WEB UI or Configuration files.

» The IP phone SIP local dial plan available symbols are as follows:


SIP Local Dial Plan

» WEB UI– Basic Settings>Preferences>General– Up to 127 alphanumeric characters


SIP Local Dial Plan – Configuration Files


Prefix Dialing

» The IP phones support a prefix dialing feature for outgoing calls.

» You can manually dial a number or dial a number from a list. The phone automatically maps the pre-configured prepended digit in the configuration, to the outgoing number. When a match is found, the prepended digits are added to the beginning of the dial string and the call is dialed.

» You can enable this feature by adding a prepend digit(s) to the end of the Local Dial Plan parameter string in the configuration files or the Aastra Web UI at Basic Settings->Preferences->General.

» For example, if you add a prepend map of “[2-9]XXXXXXXXX,91”, the IP phone adds the digits “91” to any 10-digit number beginning with any digit from 2 to 9 that is dialed out. Other examples of prepend mappings are:

– 1X+#,9 (Prepends 9 to any digit string beginning with “1” and terminated with “#”.)

– 6XXX,579 (Prepends “579” to any 4-digit string starting with “6”.)

– [4-6]XXXXXX,78 (Prepends “78” to any 7-digit string starting with “4”, “5”, or “6”.)


Codecs

» Aastra phones currently accept G.711 ulaw or alaw, and G.729 codecs.


Basic Codecs – Configuration Files

» Enabling “Basic Codecs” will have the phone negotiate G.711u, G,711a and G.729 in that order.


Basic Codecs – WEB UI

» Enabling “Basic Codecs” will have the phone negotiate G.711u, G,711a and G.729 in that order.

» WEB UI– Advanced Settings>Global SIP>RTP Settings


Customized Codecs – Configuration Files

» You can setup “Customized Codecs” if you want to change the order.– Make sure you disable “Basic Codecs”

» The following example shows G.729 as the first choice and G.711u as the second.

» payload=18;ptime=30;silsupp=on,payload=0;ptime=30;silsupp=on


Customized Codecs – WEB UI

» Advanced Settings>Global SIP>RTP Settings– Disable (uncheck) “Basic Codecs”

– Then in the “Customized Codec Preference List” put the list in you want to use. The following example shows G.729 as the first choice and G.711u as the second.

» payload=18;ptime=30;silsupp=on,payload=0;ptime=30;silsupp=on


57iCT – Pairing the CT Handset

» All handsets must be paired to a 57iCT base phone. This is performed from both the base and the cordless handset. Successful pairing will add the handset name to the handset list on the base and synchronize the handset list from the base to the newly paired handset. A total of 4 handsets can be paired to a single 57i CT base– Note: When performing the handset pairing, it is recommended

that the handset be within 3 feet of the 57i CT base phone.


57iCT – Handset Pairing – Base Phone

» On the base phone press the “Options” key and go to “Preferences” and then choose “Handset Pairing” and then choose “Pair” and then press “Select”.


57iCT – Handset Pairing – CT Phone

» On the 57i CT cordless handset press the Menu button

– Arrow down and Select “Hset pairing”– Press the “Pair” button

– NOTE: It is recommended that the “Pair” buttons be pressed at the same time on the 57iCT base and CT phones.


Shared Call Appearance (SCA)

» Shared Call Appearance The Shared Call Appearance (SCA) feature allows the administrator to add multiple locations to a given line. Any of the locations can be used to originate or receive calls.

– When a call comes in to an idle line, all the provisioned locations for that line are alerted. The first location to answer the call is connected to the originator.

– A subscriber can originate calls from any of the configured locations. All other locations are unable to originate calls until all calls are released.



» This example shows that Bob and Joe each have two lines and that Bob shares a line with Joe and Joe shares a line with Bob.



» Bob’s Phone Configuration – Configuration file & WEB UI – The following steps are used to configure line 1 for Bob’s phone. This line

rings when Bob is called, so it has Bob’s authentication information.



» Bob’s Phone Configuration – Configuration file & WEB UI – The following steps are used to configure line 2 for Bob’s phone. This line

rings when Joe is called, so it has Joe’s authentication information



» Joe’s Phone Configuration – Configuration file & WEB UI – The following steps are used to configure line 1 for Joe’s phone. This line

rings when Joe is called, so it has Joe’s authentication information.



» Joe’s Phone Configuration – Configuration file & WEB UI – The following steps are used to configure line 2 for Joe’s phone. This line rings

when Bob is called, so it has Bob’s authentication information.


Call Park & Call Park Retrieve

» There are 2 methods for configuring Call Park/Call Park Retrieve. With the first method, the phone handles the call park/retrieve feature. With the second method, the phone sends the dialed digits to BroadWorks and BroadWorks handles the feature.



» Method 1: Call Park/Call Park Retrieve Handled by the Phone– To enable the phone to handle the

Call Park/Call Park Retrieve feature, configure SPRE (Special Prefix) codes. With this configuration, the “Call Park” key will only be available when you are on call, and the “Call Pickup” (call park retrieve) key will only be available when a call is parked against the phone’s extension.



» Method 2: Call Park/Call Park Retrieve Handled by BroadWorks – To configure the phone to

enable BroadWorks to handle the Call Park/Call Park Retrieve feature, configure soft keys as shown in the following table.


Global SIP Settings vs. Per Line SIP Settings

» Global SIP settings for the “Basic SIP Network Settings” fields are values that can applied to all the lines that are available on the phone. This makes it faster and simpler to setup the phone.

» Using the per Line configuration for the “Basic SIP Network Settings” will override the Global SIP “Basic SIP Network Settings”.


Troubleshooting

» Capturing Syslogs


Capturing Syslogs

» Certain issues require support to have phone logs

– Syslog information from the Aastra SIP phones is used for troubleshooting information when investigating issues with the Aastra technical support team.

– Syslogs can be captured on all the 5i Series phones.

– A 3rd party freeware called “Kiwi Enterprises Syslog Daemon” for Windows is a tool used to capture this information. The application can be downloaded at http://www.kiwisyslog.com/kiwi-syslog-daemon-download/


Capturing Syslogs - Kiwi Syslog Daemon Tool Installation

» Follow these steps to install the program– a) Go to the http://www.kiwisyslog.com/kiwi-syslog-daemon-download link and

Download the tool to the desired location on a Windows machine.

– b) When installing the tool choose the defaults but make sure you choose “Install Kiwi Syslog Daemon as an application”


Capturing Syslogs - Phone Configuration WEB UI

» 5i Series – 51i, 53i, 55i, 57i, 57i CT

– Login as “admin”. Click on “Advanced Settings Troubleshooting”.

– Set “Log IP” to IP address of the computer where the Kiwi application is loaded

– Set “Log Port” to “514”

– Set “Debug Level” for all modules to“65535”

Default Values

“Debug Level” values are all set at “1”


Syslog Phone Setup – Configuration files

» 5i Series – 51i, 53i, 55i, 57i, 57i CT

» Config file Example: aastra.cfg or MAC.cfg

» Setting log module

<modulename> to a value of

“0” will turn off the logging

for that particular module


Capturing Syslogs - Run the Kiwi Syslog Daemon Tool

» Launch the Kiwi Syslog tool– Recreate the issue or wait for it to happen


Capturing Syslogs - Run the Kiwi Syslog Daemon Tool

» Once there is activity on the phone you should see logs coming in – When the issue has been captured close out the program


Capturing Syslogs - Search for the Kiwi Syslog Capture File

» Find the file on your computer – Search your C: drive on your computer for a file called “syslogcatchall”

– This is the file you will email to support

– Feel free to simply delete the file as you wish. Kiwi will keep remaking the file each time the application is used.


Troubleshooting

» Support Issues


“No Service” Message is on my Display

» ‘No Service’ on your screen indicates your phone is not registered with the sip server, or does not receive a response from your sip server when attempting to register. It will also say ‘No Service’ if the sip server responds with a bad user error.

» Check and make sure the following fields on the phone are set correctly on the phone and in BroadWorks.

» If using a Domain Name for the Proxy and Registrar addresses try using the real IP address in the proxy and register server fields instead. If you are currently using a domain name like sip.voipserver.com you can try and ping that address and you will see a reply with it’s real IP address. Using the IP address instead of the domain name can help if you are having DNS problems.

» If none of this helps a phone syslog capture or an Ethereal network capture will show us what happens after your phone attempts to register.


How to check if your Phone is Registered Properly

» The easiest test is your phone should be able to receive a call. This is the best way to test you are registered. Making an outbound call is permitted by some sip servers even if you are not registered.

» Doing a Wireshark/Ethereal network trace will also show if the phone is Registered properly.


Transmit /Sidetone Gains and Adjustments

» Audio gains and adjustments are capable of being adjusted via CONFIGURATION FILES ONLY. Sidetone is one to turn down if you experience an issue before you even dial or connect. Some users report loud sidetone incorrectly as echo, or otherwise. See if they experience it right when the handset is lifted. Config file statements below;

– Each of the following parameters can be adjusted by +/- 10db

– headset tx gain: 0– headset sidetone gain: 0– handset tx gain: 0– handset sidetone gain: 0– handsfree tx gain: 0

» Example 1 - handset tx gain: -5 (decrease the transmitted audio gain by 5 db)

» Example 2 - handset sidetone gain: -5 (decrease the local sidetone by 5 db)


Web Recovery / Application missing

» A phone typically goes into web recovery if an upgrade is interrupted. Phones can be forced into web recovery by holding down the “#” and “1” buttons during boot-up.

» On the screen it will show the phone’s IP address. Put this IP address in your web browser. If it says 192.168.0.50, you may need to re-IP address your computer to this subnet to reach the phone’s web interface. Once on the web interface you will recover the phone by reloading the firmware.

» Enter the phone’s firmware “Filename” and put in the “TFTP Server” address of where the firmware is loaded and the press the “Download Firmware” button.


Admin Password Recovery

» The admin password can ONLY be changed on the phone using configuration files so if at all possible, reference your old configuration files for the entry. If you cannot use the default “22222” Admin password, try the following steps.

– Phones that are running firmware 2.0.X and higher can be recovered by following the Web Recovery steps

– If you are still on DHCP you can setup a DHCP server that uses “Option 66” that will supply the IP address of a TFTP server to the phone. This will cause the phone to attempt to download the configuration files from the TFTP server. From there you will just need to make some configuration files that reset the admin password back to “22222”.


What can I do if my phone does not boot all the way up

» Even if your phone does not boot completely up you may be able to reach the WEB UI. Try the following steps.

– If you cannot reach the web interface you can force the phone into Web Recovery mode by holding down “#” and “1” keys during boot-up

– If your phone will not even boot to the Aastra splash screen logo , suspect possible power issues like a dead PoE switch port , bad PoE injector , or a bad A/C adapter or no power at the outlet, or a bad Ethernet cable.

– Contact Aastra technical support

– If these items check out fine and the phone still does not come it will need to be replaced


Audio Issue Troubleshooting

» For general audio issues/poor voice quality an Ethereal network trace is the best troubleshooting information you can provide support. With this trace, we can look at both the codec negotiation, and analyze the RTP stream for problems. They will listen to the conversation on the test call. The audio streams can be listened to that are coming in and out of the phone. Since they are one way, this helps determine sources of problems such as echo, static, gains being wrong.


SIP Messaging Specific Troubleshooting (Network Trace)

» Many call control issues, audio quality, and echo issues can easily be investigated with a network capture. If your switch port that the phone plugs into supports “port mirroring” then you will be able to capture the trace from it. If not you will need a real hub, not a switch. hub. You can’t use a router with a built in switch, and not even switches labeled as hubs. Plug your phone and windows computer into the same hub. Uplink the hub to the switch port you were previously using. Also the 2nd Ethernet port on the phone (if equipped) doesn’t currently support port mirroring and cant be used to plug into and capture a trace.

» Install Wireshark freeware application on your computer. Search the internet for it, it is available at many locations. The application was previously name Ethereal. Start the trace and now reproduce the issue you are having, or wait until it occurs and then send this file to support with a description of your issue.


Why doesn’t my MWI LED Light?

» This is most likely a SIP server issue. Aastra IP phones accept a standard “SIP Notify” packet to be made aware to light/unlight your phone’s MWI lamp. The phones do not require a specific configuration for this to work. You simply need to have a voicemail box exist on your sip server, and your sip server should be aware that you will need these updates if you are registered correctly for your extension. BroadSoft does NOT require the “Explicit MWI subscription” feature to be enabled on the Aastra phone.


Troubleshooting Page – Support Information on WEB UI

» Support Information– In the “Support Information”

section, you can:

Get local.cfg Get server.cfg Show task and Stack

Status



» Support Information– Get local.cfg– The “Get local.cfg” file contains all changes made to the phone via the Phone UI

and WEB UI You can open and view or save the file



» Support Information– Get server.cfg– The “Get server.cfg” file contains the “aastra.cfg” file if present

You can open and view or save the file



» Support Information– Show Task and Stack Info– The “Show Task and Stack Status”

screen will show the processes that are running on the phone

If a task “Status” goes into “SUSPEND” You can click on it to get more information

The “MICD” process will always show “SUSPEND” so disregard



» Memory Status


THANK YOU - QUESTIONS

Documents

1© 2007 Aastra Technologies, LTD. Your Connection to the World. Aastra Telecom & Verizon Maintenance and Troubleshooting Steven Grinsztein Manager, Sales