No IP phone services option available on 7912G phone

[albert]

Hi,

We have a Cisco CallManager 4.1.3 server and are using IP Phone services for Extension Mobility. All IP phones are extension-mobility enabled and subscribed to the EM IP phone service. The Cisco 7940 phones and IP Communicator are working properly with EM. Unfortunately the Cisco 7912 phones do not display a Services option when you press the Globe button on the phone. It has worked before and suddenly stopped working.

The Cisco 7912 IP phone is currenly loaded with the latest SCCP boot image v.6.1.1. I have tried to load older boot images, but this did

not resolve the problem. The SEP configuration file shows that the IP Phone services are being sent to the phone, but this is not what you see when you scroll through the network configuration menu.

Any help would be great !!!

Ciao,

Albert

[rich_harris]

Hi

I'm getting the same thing. I did notice that on the Cisco data sheet for the phone the part number is CP-7912G-A where as the phones we have are CP-7912G. Is the A significant?

Cheers

Rich

[albert]

Hi Rich, I also noticed the device type difference. In

the meantime we had 3 different Cisco specialists take a look at this problem and non of them had any clue. I think this issue is caused by some error in the database..... In a few weeks we are going to perform a new installation, hopefully the issue will be solved !

Ciao,

Albert

[jasyoung]

I'm not sure why your Services URL won't come up, but there should be no user-visible differences between the old 7912G and the 7912G-A. The only difference is improved Ethernet switch hardware, intended mainly to defend the phone against excessive broadcast/multicast traffic. I can't seem to find this in a non-Partner URL, so here's a small section of a document on CCO you might not be able to see:

GENERAL QUESTIONS

Q. What are the main differences between the new version of the Cisco IP Phone 7912G and the existing Cisco IP Phone 7912G?

A. The new Cisco IP Phone 7912G (part number CP-7912G-A) is a hardware-updated version of the existing basic set that enhances the performance of the internal Ethernet switch when networks are not designed in accordance with best practices as outlined in the Cisco Solution Reference Network Design (SRND) guides. As with any Cisco IP phone deployment, the Cisco design guidelines should be followed to ensure successful network deployment.

Q. Will end users notice any changes with the new version of the Cisco IP Phone 7912G?

A. No. There is no immediate visible indication of the change on the phone itself (bezel). The compliance label on the back indicates "CP-7912G-A," and under Settings/Model Information (accessed via the Menu button), you can view the model number.

Q. What software version is required?

A. A new software version is required for this new Cisco IP Phone 7912G. This software is also compatible with the existing phone set:

• Skinny Client Control Protocol (SCCP): Version 6.1 and above

• Session Initiation Protocol (SIP): Version 1.3 and above

These will be posted to Cisco.com upon orderability of the new Cisco IP Phone 7912G.

[jasyoung]

Check all of your TFTP servers. We have noted some issues with CallManager 4.x where one of the CallManagers will serve up a proper TFTP config file, and the other will report 'file not found'. This can also affect looking things up in the Corporate Directory, since the Directory URL goes missing as well.

Looking in the TFTPPath directory is not necessary good enough to find this -- try actually downloading the file via TFTP. This can be tested from the CallManager from the command line using the tftp program. Try "tftp [tftp server's ip] get SEP000011112222.cnf.xml", and then examine the resulting file. Try to get it from all your TFTP servers, especially the first one the phone is using. One of the TFTP servers may report file not found, or the files may not match between servers.

If you're showing a problem here, you can restart the TFTP service and wait a couple of minutes, and that usually clears it up for us.

[gogasca]

Hi Albert,

I believe you are hitting CSCeg35909 in which the IP Phone 7912 does not retain the XML configuration properly since the 7912 has less than 4K memory. This behaviour causes issues like yours, in which the Services URL is not displayed properly or even the Directories URL.

This DDTS CSCeg35909 is fixed in 4.1.3ES05 which is already included in 4.1.3 SR1

ciscocm.4-1-3-sr1.exe

[jpattishall]

I still had the problem with sr1 on 4.1.3....upgrade the device pack too and you will be set.

Device Pack: ciscocm.4-1-DevPack-17

[rich_harris]

Hi

SR1 fixed it for us.

Rich

[albert]

Hi all, thanks for the replies ! The problem is indeed caused by the 4K memory limit and is solved with the fix described in the reply above.

Many thanks !

Albert