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6901 unknown to CM

jszapipes
Beginner
Beginner

All, I have a unique situation where a handful of Cisco 6901 IP phones are not registered to Call Manager, yet they have dial tone and can make outgoing calls. They cannot receive calls however. Running cdp shows the mac address of the phones and they are receiving PoE from the switch. However, when I check Call Manager I see those phones in a unknown state for both status and ip address. I have attempted to delete and recreate the phones as well as reset the phones to factory settings. Both to no avail.  Has anyone experienced this, or better yet, If you have do you have a solution? Thanks in advance for any assistance you provide.   

JLP

FYI - Other Cisco phones are connected to the same switch and are registered to Call Manager. These phones are Cisco 6945's and 7965's and are working without issue.

11 Replies 11

Aman Soi
Advisor
Advisor

Hi JLP,

What is the call manager version u are using and firmware of 6901 phone ?

Are these phones able to make internal calls to 7965 /6945?

regds,

aman

Thanks for the reply aman, yes these phones are able to make internal calls to other phones that are registered, as well as off-net calls. However, these phones cannot receive calls either on-net or off-net.

CUCM version - 8.6.2

Phone version - 9.3.1.2

Hi JLP,

Few more questions:

a. was this working setup ?

b. Latest available Version is 9.3(1)SR1

c. Any Device Packs which have been uploaded in Call Manager.

d. Can u share the snapshot from call manager which shows Unknown and IP address ?

I was just looking into below Bug

CSCtd67454 Bug Details

6901/6911 Phone Icon missing on Find and List Phones Page
Symptom: Phone page does not display icon for 6901/6911 phones once QED File is loaded

Conditions:activate 6901/6911 phones by installing QED File

Workaround:n/a

regds,

aman

aman, here is a snap shot of both a working and the non-working 6901. All devices are running the same firmware version. I cant update the code on these phones if CM cant communicate with them.

Hi JLP,

What I thought all 6901 IP phones had this problem?

Just a thought : Were 6901 phones bought at same time or in different orders ?

regds,

aman

Hi aman, sorry....yes, only a handfull of these 6901's are experiencing this issue. We currently have 60, 6901 phones being used as courtesy phones and lobby area phones throughout the enterprise. We have 240 locations nationwide and we are still converting to CUCM. Various orders were placed. When a new site is scheduled to make the conversion an order is placed and delivered to the location. The phones for this site were ordered at the same time.

Regards,

JLP

Hi JLP,

No issues.

What do you mean by conversion ? Were these phones registered to some other call manager.

regds,

aman

Conversion meaning, this site was previously a PBX system and just recently converted to CUCM. The only difference I can see is that the non-working 6901 phones are connected to a Cisco 3560 switch and all working phones are connected to 2960S stack switches.

3560's are running c3560-ipbase-mz.122-35.SE5

2960's are running c2960s-universalk9-mz.150-1.SE2

Perhaps upgrading the IOS will correct the issue?

JLP

Hi JLP,

Did u try connecting non-working phone to 2960S switch ?Please update.

regds,

aman

Hi aman, yes the 6901 ip phones appear to have all registered with Call Manager when connected to 2960S switches. Over the weekend I did upgrade the switch IOS only to find the phones still will not register with Call Manager when connected to the 3560. CDP gives me the phones ip address, so I visited the phones web ui and collected the device logs. I have attached if interested.

Hi JLP,

I was going through the logs and found below messages. Message is coming related to CTL files Are u using phone security feature and DNS in setup ?Can u post the config of 2960 and 3560 switch?

2000/01/01 00:00:47:579   No DNS Server IP

2000/01/01 00:01:06:744   File Not Found : CTLSEP887556504361.tlv

2000/01/01 00:01:06:749   No CTL installed

2000/01/01 00:01:06:754   Non-secure Mode Provision

2000/01/01 00:01:31:715   Succeed to get SEP887556504361.cnf.xml

2000/01/01 00:01:33:368   Succeed to get SCCP6901.9-3-1-2.loads

2000/01/01 00:01:38:570   Succeed to get tzdatacsv.csv

2000/01/01 00:01:52:555   Succeed to get English_United_States/rtl-sccp.jar

2000/01/01 00:01:55:093   Succeed to get United_States/g3-tones.xml

2000/01/01 00:01:55:815   No DNS Server IP

2000/01/01 00:01:55:891   Sappmain DNSv4 query success

2000/01/01 00:00:47:549   No DNS Server IP

regds,

aman

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