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Cisco Unified IP Phone 8961, 9951, and 9971 Administration Guide for Cisco Unified Communications Manager 8.5 (SIP)
OL-20861-01
Chapter 12 Troubleshooting and Maintenance
Where to Go for More Troubleshooting Information
Troubleshooting Tips
When you observe significant and persistent changes to metrics, use Table 12-4 for general
troubleshooting information:
Note Voice quality metrics do not account for noise or distortion, only frame loss.
Where to Go for More Troubleshooting Information
If you have additional questions about troubleshooting the Cisco Unified IP Phones, go to the following
Cisco web site and then navigate to the desired Cisco Unified IP Phone:
http://www.cisco.com/cisco/web/psa/troubleshoot.html
Cleaning the Cisco Unified IP Phone
To clean your Cisco Unified IP phone, use only a dry soft cloth to gently wipe the phone and the phone
screen. Do not apply liquids or powders directly on the phone. As with all non-weather-proof
electronics, liquids and powders can damage the components and cause failures.
Table 12-4 Changes to Voice Quality Metrics
Metric Change Condition
Conceal Ratio and Conceal
Seconds increase significantly
Network impairment from packet loss or high jitter.
Conceal Ratio is near or at zero,
but the voice quality is poor.
• 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.