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This document describes how to troubleshoot Skinny Client Control Protocol (SCCP) and Session Initiation Protocol (SIP) Phone registrations issues on Cisco Unified Communications Manager Express (CUCME).
Use the show ephone registered command to display the status of registered Skinny Client Control Protocol phones.
Router# show ephone registeredephone-12[11] Mac:001A.A11B.7D6D TCP socket:[5] activeLine:0 whisperLine:0 REGISTERED in SCCP ver 15/12 max_streams=1mediaActive:0 whisper_mediaActive:0 startMedia:0 offhook:0 ringing:0 reset:0 reset_sent:0 paging 0 debug:0 caps:7IP:10.10.1.17 * 35177 6941 keepalive 3593 max_line 4 available_line 3button 1: cw:1 dn 11 number 1001 CH1 IDLE CH2 IDLEbutton 2: cw:1 dn 56 number 6971 auto dial 6970 CH1 IDLEbutton 3: cw:1 dn 10 number 1000 CH1 IDLE CH2 IDLE1 feature buttons enabled: dndPreferred Codec: g711ulawLpcor Type: none
Use the show ephone command to display the status of Skinny Client Control Protocol phones that are not registered or are trying to register.
Router# show ephone ephone-8[7] Mac:000A.B7B1.444A TCP socket:[5] activeLine:0 whisperLine:0 REGISTERED in SCCP ver 11/9 max_streams=1 mediaActive:0 whisper_mediaActive:0 startMedia:0 offhook:0 ringing:0 reset:0 reset_sent:0 paging 0 debug:0 caps:8 privacy:0 IP:10.4.188.99 * 50007 Telecaster 7940 keepalive 8424 max_line 2 available_line 2 button 1: cw:1 ccw:(0 0) dn 6 number 6006 CH1 IDLE CH2 IDLE overlay shared button 2: cw:1 ccw:(0 0 0 0 0 0 0 0) dn 42 number 6042 CH1 IDLE CH2 IDLE CH3 IDLE CH4 IDLE CH5 IDLE CH6 IDLE CH7 IDLE CH8 IDLE shared overlay 1: 6(6006) 7(6007) 8(6008) Preferred Codec: g711ulaw Lpcor Type: local Incoming: ephone_group1 Outgoing: ephone_group1
To display the log of ephones that unsuccessfully attempt to register with Cisco Unified CUCME, use the show ephone attempted-registrations command in privileged EXEC mode.
Router# show ephone attempted-registrationsAttempting Mac address:Num Mac Address DateTime DeviceType-----------------------------------------------------------------------------1 C863.8475.5417 22:52:05 UTC Thu Apr 28 2005 SCCP Gateway (AN) 2 C863.8475.5408 22:52:05 UTC Thu Apr 28 2005 SCCP Gateway (AN) .....25 000D.28D7.7222 22:26:32 UTC Thu Apr 28 2005 Telecaster 7960 26 000D.BDB7.A9EA 22:25:59 UTC Thu Apr 28 2005 Telecaster 7960 ...47 C863.94A8.D40F 22:52:17 UTC Thu Apr 28 2005 SCCP Gateway (AN) 48 C863.94A8.D411 22:52:18 UTC Thu Apr 28 2005 SCCP Gateway (AN) 49 C863.94A8.D400 22:52:15 UTC Thu Apr 28 2005 SCCP Gateway (AN)
In case this is a phone replacement be apprised auto-registration is disabled to make sure we have done the ephone and ephone-dn configuration as per The Home Depot standard.
Step 1. Not booting up/nothing in the display: Verify the switch port PoE configuration and compare it with a working port.
Step 2. Not getting IP address (stuck in configuring IP/getting wrong IP address/not getting TFTP Server IP).
show run interface fast/gig x/x
show cdp neighbor detail
Step 3. Not registering even if the IP address is updated:
Step 4. Not registering with CUCME even after downloading configuration file:
Note:Post any configuration change make sure you create a new configuration file using the command “create cnf-files” and do a write-memory.
Use the show voice register statistics command to display statistics associated with the registration event.
Router# show voice register statisticsSample Output:Global statistics Active registrations : 2 Total SIP phones registered: 2 Total Registration Statistics Registration requests : 3 Registration success : 2 Registration failed : 1 unRegister requests : 0 unRegister success : 0 unRegister failed : 0 Attempts to register after last unregister : 1 Last Register Request Time : *11:42:31.783 UTC Wed Sep 16 2009 Last Unregister Request Time : Register Success Time : *11:11:56.707 UTC Wed Sep 16 2009 Unregister Success Time : Register pool 1 statistics Active registrations : 1 Total SIP phones registered: 1 Total Registration Statistics Registration requests : 1 Registration success : 1 Registration failed : 0 unRegister requests : 0 unRegister success : 0 unRegister failed : 0 Attempts to register after last unregister : 0 Last Register Request Time : *11:11:54.615 UTC Wed Sep 16 2009 Last Unregister Request Time : Register Success Time : *11:11:54.623 UTC Wed Sep 16 2009 Unregister Success Time : Register pool 2 statistics Active registrations : 1 Total SIP phones registered: 1 Total Registration Statistics Registration requests : 1 Registration success : 1 Registration failed : 0 unRegister requests : 0 unRegister success : 0 unRegister failed : 0 Attempts to register after last unregister : 0 Last Register Request Time : *11:11:56.707 UTC Wed Sep 16 2009 Last Unregister Request Time : Register Success Time : *11:11:56.707 UTC Wed Sep 16 2009 Unregister Success Time
Use the show voice register all command to display configuration and registration information for Session Initiation Protocol phones in Cisco Unified CUCME.
Router# show voice register pool allPool Tag 5Config:Mac address is B4A4.E328.4698Type is 9971 addon 1 CKEMNumber list 1 : DN 2Number list 2 : DN 3Proxy Ip address is 0.0.0.0DTMF Relay is disabledCall Waiting is enabledDnD is disabledVideo is enabledCamera is enabledBusy trigger per button value is 0keep-conference is enabledregistration expires timer max is 200 and min is 60kpml signal is enabledLpcor Type is none
To display the details of phones that attempt to register with CUCME or Cisco Unified SRST and fail, use the show voice register pool attempted-registrations command in privileged EXEC mode.
Router# show voice register pool attempted-registrationsPhones that have attempted registrations and have failed: MAC address: 001b.535c.d410 IP address : 8.3.3.111 Attempts : 5 Time of first attempt : *10:49:51.542 UTC Wed Oct 14 2009 Time of latest attempt: *10:50:00.886 UTC Wed Oct 14 2009 Reason for failure : No pool match for the registration request MAC address: 0015.c68e.6d13 IP address : 8.33.33.112 Attempts : 4 Time of first attempt : *10:49:53.418 UTC Wed Oct 14 2009 Time of latest attempt: *10:50:00.434 UTC Wed Oct 14 2009 Reason for failure : No pool match for the registration request MAC address: 0009.43E9.0B35 IP address : 9.13.40.83 Attempts : 1 Time of first attempt : *10:49:57.866 UTC Wed Oct 14 2009 Time of latest attempt: *10:49:57.866 UTC Wed Oct 14 2009 Reason for failure : No pool match for the registration request
For Session Initiation Protocol Phone, verify if the registrar server is enabled in the CUCME
In case this is a phone replacement be apprised auto-registration is disabled to make sure we have done the pool and dn configuration as per The Home Depot standard.
Step 1. Not booting up/nothing in the display:
Verify the switch port PoE configuration and compare it with a working port.
Step 2. Not getting IP address (stuck in configuring IP)/getting wrong IP address/not getting TFTP Server IP:
show run interface fast/gig x/x
show cdp neighbor detail
Step 3. Not registering even if the IP address is updated:
Step 4. Do not register with CUCME even after the configuration file is downloaded:
Note: Post any configuration change make sure you create a new configuration file using the command create profile and do a write-memory.