UC320W Troubleshooting Guide

[Robin Dieffenbach]

Troubleshooting Guide

This collaborative document is editable by registered users of the Cisco Support Community.  Additional content is welcomed in a spirit similar  to Wikipedia.  For information on document editing see the HELP link  for the community.  Cisco UC320W subject matter experts will monitor and reserve the right to have final say in the content.  The focus of this particular document is all things releated to troubleshooting a UC320W solution.

Make sure you have upgraded the UC320W and any other network equipment such as switches to the latest released version of firmware.  Often times problems have been addressed in the latest software.

Issue List:

[toc:faq]

UC320W Initialization

IP Phones Don't Register

• Factory reset the phone and ensure it is in SIP mode if previously connected to a UC500.
• Ensure switch firmware is updated and current  ( Note: Switch IP address can be found from the UC320 GUI: Status-> DHCP clients)
• NOTE: SG/SF switches use Auto Smart Ports feature to discover (using CDP) that they are connected to the UC320. Then the switch will Auto create Voice and Data VLANs and associate them to the Phones and the UC320. This provides Auto QoS in the LAN network. However the Auto Discovery is made only when the Switches are in factory default state. Plug a powered up UC320 into the switch and then please factory reset the switch to re-enable auto-discovery.
• Generally all SF/SG 200/300 switches support Auto Smart ports feature EXCEPT SG200-08P, SF200E-24P, SF200E-48P.
• Ensure switch is configured with voice VLAN of 100 (tagged) and data VLAN of 1 (untagged). If not, configure them manually using "Smart Designs". Look for Deploying Cisco Small Business 200/300 Series Switch with UC320W (partner only) in here https://supportforums.cisco.com/docs/DOC-14783
• Ensure switch spanning tree is configured for portfast.
• Using the phone menu verify that the phone is getting an IP address on the voice VLAN (10.1.1.x network by default).
• Phones learn about the Voice VLAN using CDP, make sure another router isn't advertising CDP to the phones. Please disable CDP on other routers.
• If you are using other Cisco Switches or 3rd party switches, VLANs have to be configured manually. Also Trunk and Access ports have to be configured. Please see switch manual.

SPA8800  Doesn't Register to UC320W

• Perform a factory default of your SPA8800.
• Access the IVR by dialing on analog phone connected to SPA8800:  **** .
• Then at prompt enter the restore defaults code 73738 .

     After performing the Factory default, the SPA 8800 should get a Voice VLAN IP address from the UC320W thru DHCP, download its      configuration profile, and upgrade its firmware (if necessary).

• The only caveat is if the UC30W has a data/voice vlan using the 192.168.0.x subnet as that is the subnet that the SPA8800 uses for devices connected to its AUX port.

     If so, please use a different subnet for the UC30W Data/Voice VLANs.

Can't Access UC320W Configuration Utility

Remote Access

• Ensure remote access is enabled on System Access Page.
• Ensure port forwarding is enabled on any routers or firewalls that are WAN side of the UC320W.
• Ensure URL is using HTTPS and the external port in the URL.  Example:  HTTPS://1.2.3.4:8080/
• WAN port is connected and can reach the Internet.

LAN Side Access

• Ensure PC that will run the UC320W Configuration Utility is connected directly to UC320W LAN port and is not dual homed or connected to two IP networks simultaneously.
• Access using http://uc320w. (NOTE: the '.' is important) only works if the UC320 is in the DNS lookup path.                
  • If you are using the default LAN IP address or have a static IP address for the UC320W or know the currently assigned IP address of the UC320W LAN and the URL above doesn't work.  Try browsing directly to the IP address (e.g. for default http://192.168.10.1). 
  • Remember that if you factory reset the UC320W, the UC320W Configuration Utility of the UC320W is found at http://192.168.10.1 ... if you had previously configured a different LAN IP address for the  UC320W ... make sure you are browsing to the correct new address.  Make sure your browser cache is cleared by restarting your  browser.
  • If you still can't access at the address you think it should be on, on a upnp enabled Windows PC, go to Control Panel Network Services - View Network Computers and Devices and see if the UC320W is listed as one of the discovered network devices.  Refresh the page if necessary and click on the icon or discovered web interface link to access the UC320W.
  • Sometimes configuration conflicts prevent accessing the UC320W.  If your UC320W WAN IP and LAN IP are on the same subnet.  Resolve any conflicts that might exist with the UC320W LAN IP address in your network.
    
• Access to the Configuration Utility via WiFi must be explicitly enabled on the System Access page.
• Check Ethernet port LEDs are lit, PC has obtained IP address from DHCP server.
• ESW 500 switches must be upgraded to at least the 2.1.19 firmware to address known connectivity problems.
• Verify that connectivity problems are not caused by a misconfigured switch by connecting PC directly to UC320W.
• Verify that you can ping the UC320W LAN side IP address.
• If you have recently upgraded and can not access the device, please contact  Cisco Small Business Support Center  for recovery assistance.
• If  you still have issues open a case with the Cisco Small Business Support Center.
  

Blank Web Browser

• Ensure you are using a supported browser on an supported platform (Web browser: Internet Explorer version 7 or 8 or Mozilla Firefox version 3.6 or Safari 4 or 5 on Mac).
• Ensure Adobe Flash is installed for the web browser (Adobe Flash player: Adobe Flash player version 10.1 or later. To install the latest version, see http://get.adobe.com/flashplayer ).
• Only one PC may access the UC320W Configuration Utility at a time, all other sessions must be logged out.

Access Error (firmware prior to 2.1.1)

(This occurs with FW previous than 2.1.1 when you can get to the Configuration Utility but shows you "Error" in text)

• Ensure your browser is set to one of the supported countries/languages (English-US, English-UK, French-CA). Prior to 2.1.1 (actually 2.0.12 interim release) the Configuration Utility gives a browser language error if browser is set to a language different from the above.  (In IE go to Internet Options -> General -> Languages).
• Upgrade the firmware to 2.1.1
• Set the browser back to your default Country/Language. The Configuration Utility will show in your native language, provided it is supported, otherwise will show english.

Firmware Upgrade Issues

• Ensure PC running UC320W Configuration Utility is not dual homed or connected to two IP networks simultaneously.
• Make sure you using a supported browser and the latest Adobe Flash Player installed (see above).
• Close all unnecessary browser windows and tabs.
• Ensure that you have adequate amount of RAM and virtual memory (Upgrade Application loads a large file into memory and memory required can exceed 100Mb).
• If you still have issues and are able to, try using a different PC or browser as a fault isolation step.
• If you are still unable to upgrade, try rebooting your PC and relaunching your Configuration Utility browser.
• If the UC320W Configuration Utility fails to automatically obtain the upgrade from the WAN connection,  download the latest software from Cisco website to your PC and try to upgrade using the image saved on your PC.
• If  you still have issues open a case with the Cisco Small Business Support Center.
  
  

Time Incorrect

• Ensure that WAN port is connected to the Internet.
• Ensure network time protocol (NTP) is allowed through any external firewalls.
• Ensure timezone is set correctly on the Region page.

Audio Quality

FXO - Analog Line

Echo

• Make several test calls from the PSTN into the UC320W to identify the FXO ports that might be experiencing echo.
• Determine which end is hearing the echo.  If the PSTN caller is hearing echo, make sure the echo complaints are not due to phone issues (such as handset and speaker volumes being too high or untested headsets being used).
• Run Impedance Matching Tool on each installed FXO Line (see screenshot below).                       
  • Try to call a phone that is on the same Central Office as the UC320W.
  • If possible, call a digital phone.
  • Be sure to mute the microphone at the called phone during the test.
• Set the the "Impedance", "CO-Termination" and "Line Type" Variable settings recommended by the tool on each FXO port.
• If after running the Impedance Matching Tool you are still experiencing echo, then adjust the GAIN on the FXO port.              
• If results don't improve, you might need open a trouble ticket with the Service Provider.

FXO Impedance Matching Tool Screenshot

(click image to enlarge)

Volume

• Make several test calls from the PSTN into the UC320W to identify the FXO ports that might be experiencing poor audio levels.                       
  • Try calling VoiceMail and leave a message then compare the volume of the stored prompts to the message volume level and see how they differ.  Take note if one is one considerably louder than the other.
• Run Impedance Matching Tool on each installed FXO Line (see screenshot above).                      
  • Try to call a phone that is on the same Central Office as the UC320W.
  • If possible, call a digital phone.
  • Be sure to mute the microphone at the called phone during the test.
• Set the the "Impedance", "CO-Termination" and "Line Type" Variable settings recommended by the tool on each FXO port.
• If after running Impedance Matching Tool you are still experiencing poor volume levels, try to change the audio gain settings.                       
  • Try making changes to phone volume levels first.
  • If you still need to change volume on the FXO trunks, make small incremental changes using the UC320W Configuration Utility's Line (FXO) Ports Gain Adjustment page (see screenshot below) based on the VoiceMail volume comparison test.
  • Increase Rx Gain to increase volume from PSTN, decrease Rx Gain to decrease audio volume from PSTN
  • Decrease Tx Gain to reduce volume into PSTN,  You should avoid increasing Tx Gain into the network if possible as it can cause poor audio quality.
• If results don't improve, you might need to open a trouble ticket with the Service Provider.

FXO Gain Configuration Page Screenshot

(click image to enlarge)

Noise

• Check your cabling to make sure connections are good.  Make sure wires aren't cross connected, and cable runs are well insulated.
• Run Impedance Matching Tool on each installed FXO Line (see screenshot above).                       
  • Try to call a phone that is on the same Central Office as the UC320W.
  • If possible, call a digital phone.
  • Be sure to mute the microphone at the called phone during the test.
• Set the the "Impedance", "CO-Termination" and "Line Type" Variable settings recommended by the tool on each FXO port.
• If results don't improve, you might need to open a trouble ticket with the Service Provider.
• Connect an analog phone directly to the FXO cable to see if the noise is on the FXO line.

Crosstalk

• Check your cabling to make sure connections are good.  Make sure wires aren't cross connected, and cable runs are well insulated.
• Run Impedance Matching Tool on each installed FXO Line (see screenshot above).                       
  • Try to call a phone that is on the same Central Office as the UC320W.
  • If possible, call a digital phone.
  • Be sure to mute the microphone at the called phone during the test.
• Set the the "Impedance", "CO-Termination" and "Line Type" Variable settings recommended by the tool on each FXO port.
• If results don't improve, you might need to open a trouble ticket with the Service Provider.
• Connect an analog phone directly to the FXO cable to see if the crosstalk is heard on the FXO line.

Choppy Audio

• Choppy Audio might be due to improperly engineered QoS settings.  The default VLAN and QoS configuration for UC320W is carefully optimized to avoid these types of issues and if you are experiencing problems in this area, it is likely due to the configuration of another node in your network.
• Ensure switch firmware is updated and current.
• Ensure switch is configured with voice VLAN of 100 (tagged) and data VLAN of 1 (untagged).
• Ensure switch spanning tree is configured for portfast.
• Ensure switch is set up to auto-negotiate the Duplex Mode.
• Ensure there are no Ethernet hubs in the network.

DTMF

• Improper Impedance matching or Gain Levels that are too low or too high can result in DTMF detection errors on both incoming and outgoing FXO trunk calls.
• If impedenace matching doesn't resolve the issue, try adjusting Gain on FXO trunk.
  
  • for Incoming DTMF issues try increasing Rx Gain on FXO trunk (e.g. + 3 db)
  • for outgoing DTMF issues try to listen in on a call and see if tones are distorted ... you might need to decrease Tx gain ... be careful about increasing Tx Gain because it can lead to other audio instabilities.
• Ensure any automated dialers provide a pause if using PBX mode to give the UC320W time to provide outside dialtone and collect the rest of the address.  Automated dialers typically allow you to enter a pause code.

SIP Trunks / BRI

A deeper dive for more information about SIP Trunk Troubleshooting and SIP provider specific configurations is provided at the following UC300 SIP Trunk for Service Providers Document on this Community.   BRI using the Mediatrix 4400 series gateway users can find additional configuration and country specific BRI settings in the UC300 3rd party Voice Gateway Compatibility document also found on the Support Community.

Echo

• Because SIP trunks are digital, they have fewer echo issues than analog trunks.  However, complaints in this area might be due to issues in other areas such as:                       
  • QoS configuration of components other than the UC320W such as a switch or upstream router.
  • Phone Echo (See Audio Quality - Phone Echo Section).

Volume

• We don't have any configuration variables to change on the SIP trunks that directly affect audio levels.  Therefore complaints about audio volume are likely better addressed in another area of the product like making sure volume levels at the phone are adjusted to compensate.

Noise

• Because SIP trunks are digital, they shouldn't have noise issues in the same way an analog trunk might.  Therefore complaints about noise level on SIP trunks are likely better addressed in another area of the product like making sure ambient room noise conditions where the phones are located (or other acoustically coupled sources) are properly controlled.
• Ensure that the CODEC found on SIP/BRI page for the Mediatrix (G.711u or G.711a), matches the BRI mu-law or a-law for your region and is set properly in the Mediatrix gateway.

DTMF

• DTMF problems on SIP trunks are likely due to SIP interoperability issues.
• If you are using a SIP Service Provider that is not certified with  the UC320W system, it might be necessary to assist with the SIP Service Provider Certification process in ensure all possible interoperability issues are addressed.  This may require a PMF file to address possible DTMF interworking issues.  These files can be created on and obtained from the Small Business Support Center.

Choppy Audio

• Choppy Audio might be due to improperly engineered QoS settings. 
• The default VLAN and QoS configuration for UC320W is carefully optimized to avoid these types of issues and if you are experiencing problems in this area, it is likely due to the  configuration of another node in your network such as a switch or upstream router.
• Ensure switch firmware is updated and current
• Ensure switch is configured with voice VLAN of 100 (tagged) and data VLAN of 1 (untagged)
• Ensure switch is set up to auto-negotiate the Duplex Mode.
• Ensure QoS is configured on any upstream router such as SA 500 on the premise.
• Ensure WAN uplink speed is correctly set on WAN page.
• Ensure there are no Ethernet hubs in the network.

One Way Audio

• One way audio is likely due to one of the following SIP NAT Traversal Issues:                       
  • On premise router upstream from UC320W needs to enable SIP ALG.
  • UC320W SIP Trunks need to be configured for Service Provider's Session Border Controller (follow Help on UC320W Configuration Utility).
  • UC320W SIP Trunks need to be configured for NAT (follow Help on UC320W Configuration Utility).

Call Hold/Call Park

• If UC320W is configured to provide Music on Hold (MOH) for Hold and Park Features but result in silence instead, it could be due to one of the following issues:                       
  • An MOH SIP Interoperability issue with your current SIP Service Provider (Check for PMF to resolve the issue for your provider).  These files can be created on and obtained from the Small Business Support Center.
  • Problems with external MOH source if configured.  Make sure connections and levels are adequate.  Note: this problem would also exhibit itself on MOH for internal calls as well and can be ruled out as an issue if those work properly.

SPA Phones

Echo

• Echo on calls can sometimes be due to issues at the UC320W phone itself.  These types of issues are usually traceable to the configuration of a specific phones.  In other words, Callers from both inside and outside the office might experience echo when talking to people at certain phones.  Possible solutions for these types of echo complaints include.
  
  • Lower and save the handset and speaker volume at the phone.  In some cases it might be necessary to increase Rx gain at FXO trunks to compensate but usually just lowering the volume at the phone will resolve the issue.
  • Sometimes headset volume levels can also contribute to problems such as echo.  Make sure the headset being used is one of the approved and tested headsets.  Some headsets that plug into the SPA phone handset interface have exhibited echo problems that are resolved by replacing them with approved units that use the headset interface of the phone instead of the handset interface.  In some case an adapter that converts the headset's RJ-11 handset interface to the 2.5 mm adaptor provided by the phone can resolve the issue but using a recommended headset is the preferred solution.

Volume

• All SPA phones provide speaker and handset volume settings that can be saved off and retained after phone reset.  This is always the first level attack to a volume problem.  Be careful though to not set volume levels too high as these can lead to other complaints such as Echo.

Noise

• Make test calls to try to trace the noise problem to a specific phone or trunk.
• If your handset is properly connected,  SPA phones shouldn't have noise  issues in the  same way analog phones might.  Therefore complaints about noise level  on phones are likely better addressed in another area of the system like making sure there is not a noise being coupled in on an analog trunk connection or making sure ambient room noise conditions where the phones  are  located (or other acoustically coupled sources) are properly controlled.If it is traced to a phone, check your handset cabling to make sure connections are good.
• If the problem is traced to a specific phone, make sure your handset is properly connected.
• If the problem still occurs, try swapping out the handset with another phone and see if the issue follows the handset.  If that is the case, the handset might need to be replaced.

Amplified headset

• Check the Cisco Small Business Community for a list of approved headsets.
• Sometimes headset volume levels can also contribute to problems such as echo.   Make sure the headset being used is one of the approved and tested  headsets.  Some headsets that plug into the SPA phone handset interface  have exhibited echo problems that are resolved by replacing them with  approved units that use the headset interface of the phone instead of  the handset interface.  In some case an adapter that converts the  headset's RJ-11 handset interface to the 2.5 mm adaptor provided by the  phone can resolve the issue but using a recommended headset is the  preferred solution.

WiFi

• If audio problems only occur on SPA 525G phones that use 802.11 Wifi connection to the UC320W,  try altering phone placement if possible to correct the problem (being careful to make sure the phones are in range of the UC320W).
• Ensure there are at least 4 bars of signal strength on the SPA525G(2) phones.
• Because the phones use 802.11g, look for possible known sources of WiFi interferences such as microwave ovens, Bluetooth devices, baby monitors  and digital cordless telephones or other products operating in the 2.4 GHz band.
• Ensure data endpoints are not erroneously configured to use the voice VLAN SSID.

PSTN Call Issues Common to Both Outgoing and Incoming Calls

FXO

Glare

• Glare  is the commonly known condition that occurs when an FXO trunk is selected for an outgoing call at the same time an incoming call is  arriving.  This is usually more prevalent in PBX mode when line hunting  is used at both the Service Provider and the UC320W.   If the customer  complains of frequent collisions, the following steps can be taken to reduce the probability of the problem occurring.
• Determine the order ports are selected as calls arrive from the PSTN to the UC320W when the pilot number is called.                       
  • Call  the Pilot number and observe which FXO port is selected for the first call (tag the FXO cable of the port selected with the number 1).
  • While  that call is busy, call the Pilot number again and observe the second FXO port that is selected (tag the FXO cable of the port selected with  the next number).
  • Repeat this until all ports are used taking note of the order that the Service Provider selects the incoming port.
• Similarly  make outgoing test calls to observe the order the UC320W selects ports  when the user dials the PBX trunk access code (e.g. 9)                       
  • Go offhook and dial 9 + External Number, observe which FXO port is selected for the first call.
  • While that call is busy (or held), go offhook and dial 9 + External Number and observe the second FXO port that is selected
  • Repeat this until all ports are used taking note of the order that the UC320W selects the outgoing port.
• To  accomplish the goal of hunting in opposite directions, using the port  selection order that you've observed for both incoming and outgoing  calls, Move the FXO cables so that the Service Provider and the UC320W  hunt from different directions.  For example if there are a total of 4  ports connect the cable corresponding to the Service Provider Hunt order  1 to he UC320W port ordered at 4, similarly connect cable SP 2 to  UC320W port 3, SP cable 3 to UC320W port 2, SP cable 4 to UC320W port 1.

Dropped Calls

• The UC320W is automatically pre-configured to detect disconnect supervision using a number of methods including:                       
  • Battery Removal (configurable timed loss of loop current).
  • Battery Polarity Reversal.
  • Disconnect Tone (configurable single or multi tone signal to detect as "Call Disconnect").
• To  keep programming simple the best possible values have been configured  on the UC320W by default.  However in rare cases sometimes FXO Calls get  dropped if the  UC320W detects a Disconnect Signal before the call is  finished because one of these configuration values needs to be changed.
• Therefore,  to prevent some "dropped call" issues, it may be necessary on some  UC320W systems to modify these default configuration values using a  Platform Modification File (PMF) provided by Cisco. 

Line Won't Disconnect

• The UC320W is automatically pre-configured to detect disconnect supervision using a number of methods including:                       
  • Battery Removal (timed loss of loop current).
  • Battery Polarity Reversal.
  • Disconnect Tone (specified duration, and single or multi tone frequencies to detect as "Call Disconnect").
• To  keep programming simple the best possible values have been configured  on the UC320W by default.  However in rare cases, none of the  preconfigured disconnect signaling methods are provided by the Service  Provider and can result in calls failing to disconnect.  Calls to UC320W  phones will always disconnect when the UC320W phone user hangs up but  in certain conditions, such as a call being connected to an application  such as Auto Attendant or Voicemail a call may stay connected even after  the PSTN caller hangs up.
• Ensure you have run the FXO Impedence Matching on each FXO (see screenshot  above).
• A number of customers have had success in contacting their FXO service provider and requesting the CPC disconnect tone duration is extended on their FXO circuits.
• A side effect of an FXO line not disconnecting properly are voicemail messages that are 10 minutes in duration (maximum voice message size) filled with an extended period of silence or tones.
• To prevent "line won't disconnect"  issues of this type, it may  be necessary on some UC320W systems to  modify these default configuration values using a Platform Modification  File (PMF) provided  by Cisco.  These files can be created on and obtained from the Small Business Support Center.

SIP

A deeper dive for more information about SIP Trunk Troubleshooting is provided at the following UC300 SIP Trunk for Service Providers Document on this Community.

Not Registered

• If your SIP Service Provider requires registration for any reason your registration fails you will not be able to make outgoing or incoming calls.  The UC320W Configuration Utility Status External Trunk page (see screenshot below) will indicate whether your SIP trunk registered successfully or not.  If it is not registered and you are using one of the validated SIP Service Providers, you might check these areas to find possible reaons for the failure:                       
  • Check your configuration according to the recommended SIP Service Provider Configuration Guides on the Cisco Small Business Community.
  • Make sure your WAN connection is up and stable.
  • Enable trace on your SIP trunk on the UC320W Configuration Utility's Status/Troubleshooting. (see screenshot below ... Alternatively you can capture packets on the WAN Interface using a network sniffer).
  • Reset your UC320W and look for your Registration message looking to see if the Registration is sent and possibly rejected.  See if the reject reason helps understand the issue to be corrected.
• If you are using a SIP Service Provider that might not be certified with the UC320W system, it might be necessary to assist with the SIP Service Provider Certification process in ensure all possible interoperability issues are addressed.

UC320W Status - Troubleshooting Interface Screenshot

(click image to enlarge)

NAT Issues

• If your UC320W is behind NAT, it might be necessary to configure nodes that are upstream from the UC320W in order to properly make and receive SIP calls.  It may be necessary to configure any of the following:                       
  • SIP ALG - If you are using an upstream router from the UC320W that provides firewall functionality like the Cisco SA 520, SIP calls may fail to establish unless you enable SIP ALG on the upstream device.
  • Session Border Controller (SBC) - Follow UC320W Configuration Utility help and notes from your Service Provider to properly configure your Service Provider's SBC.
  • STUN Server - If NAT is required in your network and NAT Mapping is not provided by your Service Provider, Follow the UC320W Configuration Utility Help to configure a STUN Server.

PSTN Outgoing Call Issues

FXO

Outbound Calls fail

• Ensure there are only basic FXO services such as Caller ID on the FXO line.  Service provider based voicemail and other services that may provide a stutter dial tone or non-standard dialtone can cause DTMF digits to be missed.  Verify the dial tone by connecting an analog phone to the FXO line and listen to the dialtone when going off hook.

DTMF Digits Sent Before Service Provider Ready

• The UC320W has a built in delay of 1 second after seizing an outgoing FXO trunk before spilling DTMF address digits into the network.  It is unlikely to fail but in the rare instance that this is too fast for the Service Provider, it might result in outgoing call failure because the some of the initial digits may be missed.  You might need to use a Platform Modification File (PMF) to increase the delay to avoid this issue.  These files can be created on and obtained from the Small Business Support Center.

Call Setup Times Too Long

• Outgoing FXO Call Setup Times vary according to the following additive time intervals:                       
  • Delay before Dialing after seizing an outgoing FXO Trunk.  (This value should not be increased).
  • Time to Send Outgoing DTMF Digits  (This value can be decreased using a Platform Modification File (PMF) but is not recommended).  These files can be created on and obtained from the Small Business Support Center.
  • Transit Call Setup delays in the PSTN before ringing called party. (This value is beyond the control of the UC320W configuration).
  • Time to answer called party phone. (This value is beyond the control of the UC320W configuration).

Dial Plan Issues

• The UC320W is configured automatically with a default Dial Plan template for phones and trunks based on the Region you set when configuring your system.  This should be adequate for all common dialing practices for the selected Region.
• If you are having a problem with your dial plan, contact the Small Business Support Center with your  country, PSTN connectivity type (FXO), address you are  dialing and whether using shared FXO or private extension to make the  call.
• FXO lines that are from a Centrex provider have special dial plan requirements are not supported at this time.

Wrong or Missing Caller ID

• Outgoing FXO caller ID is an attribute provisioned by the FXO Service Provider not the UC320W.  If you are not getting proper Caller ID for your outgoing calls,  please check with your Service Provider to make sure it is enabled and configured properly.

.

SIP

A deeper dive for more information about SIP Trunk Troubleshooting is provided at the following UC300 SIP Trunk for Service Providers Document on this Community.

Dial Plan Issues

• The UC320W is configured automatically  with a default Dial Plan template for phones and trunks based on the  Region you set when configuring your system.  This should be adequate  for all common dialing practices for the selected Region.
• If you are having a problem with your dial plan, contact the Small Business Support Center with your  country, PSTN connectivity type (SIP trunk, BRI)

Wrong Caller ID

• Caller ID for outgoing SIP calls is provisioned by the UC320W Configuration Utility in the SIP/BRI Trunk Configuration page.  The provisioned Company Name and Account ID (usually the primary account telephone number) will be sent by the UC320W.  This is true even for calls that are call forwarded external, transferred external or a hairpin through the UC320W. 
• Service providers often change to the caller ID based upon their SIP trunk account provisioning.
• If the called party telephone is showing something other than this provisioned ID, you can take the following steps to troubleshoot the problem.                       
  • Make some test calls to identify which SIP Trunk is not showing the correct Caller ID.
  • Once you identify the proper SIP Trunk not showing the correct Caller ID, take a trace of an outgoing call using the UC320W Configuration Utility's Status/Troubleshooting page.  Check the SIP Trunk under test and check "Show SIP Only".  You should see the correct Caller ID in the From and Remote-Party-ID header of the outgoing INVITE message.
  • If you see the correct ID in the outgoing INVITE message, open a trouble ticket with the Service Provider to make sure the feature is enabled and to look into the problem on their side.
  • Otherwise if you don't see the correct ID in the outgoing INVITE message, open a case with the Cisco Small Busines Support Center providing your configuration and the trace you took.

PSTN Incoming Call Issues

FXO

Wrong or Missing Caller ID

• Caller ID signaling from the PSTN occurs between the first and second ring on incoming FXO Calls.
• If you sometimes see an incorrect or no Caller ID on an incoming call.  Take the following steps:                       
  • Make test calls to try and determine which FXO port is failing to provide Caller ID.
  • Disconnect  the Line from the UC320W and connect a POTS phone (or Buttset) that provides Caller ID to determine if it is being sent from the Service Provider.                       
    • If Caller ID is not provided to the POTS phone (or Buttset), take the following additional steps:                       
      • Check for cabling issues or look for sources of signaling impairments (cross connected cables, shorted wires, etc).
      • If you can't identify a physical issue with a certain line, make a note of  the line number and open a trouble ticket with the Service  Provider to make sure the feature is enabled for that line.
    • If Caller ID is provided to the POTS phone but not the UC320W on a certain line.
      
      • Check to see if the Rx Gain has been increased on this FXO port and try lower the value to see if it resolves the issue.
      • If  not, get a full trace of an incoming call with the specific FXO line  enabled (Make sure Show SIP Only is not checked) using the UC320W Configuration Utility's Status/Troubleshooting  page.
      • Open a trouble ticket with the Cisco Small Business Support Center.

Phone Continues To Ring For Several Seconds After PSTN Caller Hangs Up

• PSTN FXO calls provide an incoming ring cadence that is different depending on the Region you are in.  In the US, the typical cadence is 2 seconds of Ring Voltage followed by 4 seconds of silence and repeating until the call is answered or abandoned.                       
  • The UC320W will start alerting phones immediately on detection of the first ring depending on how you've configured your Incoming Call Routing.  Note: The ring cadence of the UC320W phones may differ than the ring cadence on the FXO line depending on how you've configured the ring tone for that line. 
  • If the calling party hangs up before the call is answered the UC320W phones may continue to alert for as long as the FXO ring cadence's silence interval (4 seconds in the US).  This is normal for Loop Start Trunk interfaces.  However, sometimes this results in a UC320W phone user answering an incoming call that has already been abandoned and a complaint from the customer.
• If incoming calls are being abandoned before they are answered frequently, you might reconsider your Incoming Call Routing strategy.  For example you might try the following ideas to improve your call answer completion success.                       
  • Make sure you have enough coverage on your incoming calls routed to hunt groups, shared lines and shared extensions.  Too few people dedicated to answering calls results in more abandoned incoming calls.
  • Consider routing your incoming calls to Auto Attendant and provide a prompt to assist with subsequent call routing.  This will insure the calls always get answered quickly even if they are not handled immediately, the customer satisfaction might improve.

Incoming Callers Hear Ringback Tone But UC320W Doesn't See the Call

• If an incoming caller hears ringback tone but the UC320W doesn't actually see the call or route it properly, it could be due to one of the following reasons:
  1. The phone number that is ringing is not provisioned at the Service Provider for the UC320W.
  2. The site has a Pilot Number with Hunt Group based Rollover feature but it is improperly provisioned by the Service Provider.
  3. There is some kind of physical line problem with the failing FXO line.
  4. There is some kind of underlying UC320W configuration problem.
• Make several test calls and try to determine which lines are failing (The UC320W line LEDs on the front panel or the Configuration Utility's Status/External Trunk Page can be helpful to do this ... see screenshot below).
• If  you call a number and you expect to see a certain FXO line Ringing In and it is not evident from the LEDs or the External Trunk Page, you likely have one of the first three problems indicated above.
• Check your cabling and make sure you have good connections and insulation.  If you find a problem, correct it and test again.
• Otherwise, for the FXO port that you expect to be ringing, disconnect the line and connect a POTS phone (or a Buttset) to see if it detects a properly configured line and sees the incoming ringing signal.
• If the POTS phone (or Buttset) does not see the incoming call:                       
  • If this is a direct call to a number that is currently idle on all lines.  You likely have problem number 1 and need to open a trouble ticket case with your FXO Service Provider.
  • If this is call that is the result of a rollover when calling the pilot number when a call is active on the main line, you likely have problem number 2 and need to open a trouble ticket case with your FXO Service Provider to correct the Hunt Group provisioning issue.
• If the POTS phone (or Buttset) does see the incoming call but the UC320W does not.                       
  • Check your Incoming Call Routing configuration to make sure it is what you expect.  If you have a complex incoming Call Routing configuration you might want to just route to a single phone to see if that works.
  • If you can't identify a configuration problem, open up a case with the Cisco Small Business Support Center, they should be able to assist you in determining whether you have a physical problem or an underlying configuration problem.

UC320W Status - External Trunk Interface Screenshot

(click image to enlarge)

Calls Ring In But Can't Be Answered

• If an incoming call properly alerts on the UC320W but you are unable to answer, make a few test calls to determine which line is not able to be answered properly.  It could be due one of the following reasons:                       
  • A faulty FXO line.  If there is anything preventing the 48V supply from being delivered on your analog FXO line, it might result in a failure to be able to trip ringing.  These problems are usually the result of conditions external to the UC320W such as:
    1. Bad Line (no DC supply) from Service Provider
    2. Cable problem (wires crossed, short circuits, etc).
  • An underlying UC320W configuration problem.                       
    • Disconnect the cable for the line that is not working from the UC320W and connect a POTS phone (or Buttset) to determine if it can answer the incoming call successfully.
    • If the POTS phone (or Buttset) cannot answer the call properly or shows a problem with the DC Voltage level or Ring Signal.                       
      • Check the cabling to make sure you have good connections and proper cable insulation
      • If you can't identify a physical problem with the line, make a note of the line number and open a trouble ticket with your Service Provider.
    • If the POTS phone is able to answer the call properly but the UC320W is not.                       
      • Open a case with the Cisco Small Business Support Center and they should be able to determine if the problem is due to a physical problem or an underlying configuration issue.

SIP

A deeper dive for more information about SIP Trunk Troubleshooting is provided at the following UC300 SIP Trunk for Service Providers Document on this Community.

DID Call Routing Issues

• The UC320W Configuration Utility provides the ability to route all calls from a Service Provider based on an incoming call Routing rule.  The following are types of issues that might be encountered and suggested steps to resolve the problem:                       
  • Incoming Calls Don't Ring The Destinations they are configured to route to.                       
    • Check your configuration and make sure that your Incoming Call Routing page is properly configured to route either:                       
      • All calls from a Service Provider to an incoming destination such as (Attendant, Auto Attendant, Direct Private Extension, Group (such as Hunt Group or Shared Extension) or Voicemail extensions.
      • Only calls to a specific number from a Service Provider to an incoming destination such as (Attendant, Auto Attendant, Direct  Private Extension, Group (such as Hunt Group or Shared Extension) or  Voicemail extensions.
      • Correct any obvious configuration problems that you see.  If you are still having problems, you might need to take a trace using the UC320W Configuration Utility's Status Troubleshooting page.  It is necessary to check your SIP Trunk in the Troubleshooting dialog and if you want to display sdp information uncheck  "Show SIP Only".                
        • A common mistake in configuration is to specify a specific number to route in the Inbound Call Routing page but configure a number that doesn't match what is sent in the "To" header of a SIP INVITE message.  Often, a "1" or a "+1" might be required to match the incoming call to the proper route destination.  Using the trace you take, make sure you have configured the exact matching number in the "To" header properly.  If you fail to match this properly, the call will route to the "default" route at the top of your Call Routing - Inbound Calls configuration page.
      • If you don't see an incoming INVITE, make sure any upstream router is properly configured to pass SIP.  For example:                       
        • enable SIP ALG on an upstream SA 500.
        • Follow your Service Provider's instructions to properly configure to use their Session Border Controller.
        • Follow the UC320W Configuration Utility's Help to configure NAT if necessary.
      • If you are still having problems seing an incoming INVITE from your Service Provider, you might need to open a trouble ticket with your Service Provider.
      • If you see the incoming INVITE, and your incoming Call Routing is properly configured, open a case with the Cisco Small Business Support Center and provide them your configuration and trace log.
  • You Get Rouge Calls from endpoints other than your Service Provider.                       
    • A PMF is provided to prevent this and can be obtained from the Cisco Small Business Support Center.

SPA Phone

Phone Lamp Flashes But Phone Doesn't Ring

• If a phone fails to ring when called internally or externally, check to make sure the phone configuration has not disabled the ringer for the line in question.  The UC320W phone user guide is the best source of information to help with these types of configuration issues.

Wrong Caller ID

• Caller ID issues could occur if any one of the following conditions occurs:                       
  • The Calling Customer or Service Provider has privacy enabled to prevent Caller ID information from being presented to the UC320W
  • There is a Caller ID detection issue on an FXO trunk (see FXO incoming call issues).
  • There is a configuration issue with the Line Service Provider (Whether FXO or SIP).                       
    • Try to isolate the line that is being used when the problem is occurring.

Unexpected Phone Reset

• Unexpected Phone Resets might be caused by one of the following conditions:                       
  • Power Surge ... any of the following affected components could exhibit this symptom                       
    • UC320W
    • Switch that phones are connected toPhones
    • Phones
  • Switch Improperly configured or out of date firmware                       
    • ESW 500 switches must be upgraded to at least the 2.1.19 firmware to address known connectivity problems.
  • Internet Connection Disrupted - UC320W currently resets phones whenever something happens that results in the reconfiguration of the WAN connection.  This can included any of the following:                       
    • Disconnection of WAN cable.
    • Loss of Internet service.
    • Reassignment of IP Address.
  • For these reasons it is recommended that you provide a stable WAN connection to your ISP using a static IP address and use an UPS to provide backup power to your UC320W, ISP modem and any network operation critical device in the event of power outage.

IP Connectivity Issues

Internal Network Connectivity

• Ensure static IP addresses are used for devices used in port forwarding.
• Ensure the correct netmask is used for static IP addresses
• Ensure static IP addresses are assigned outside of data VLAN DHCP pool to prevent IP conflicts
• Verify all data devices (PCs etc) are on untagged VLAN 1
• Verify PC firewall / Antivirus is not blocking data communication
• Verify it is not a DNS issue by using IP addresses
• Ensure there are no network loops
• Verify Ethernet link LEDs are on
• Verify there are not two DHCP servers enabled on the network

Internet Access Down

• If your WAN is connected and your Internet Access is down or is coming up and down, your UC320W may exhibit unstable operation such as phone's resetting.  Take the following steps to try and resolve the problem.
  
  • Inspect Cabling and make sure you have a good connection between UC320W and upstream device such as SA 500 or Service Provider Access device.
  • If possible configure your UC320W WAN to use a static IP address.
  • Place your critical network elements such as your UC320W, switches, and upstream access devices on an UPS.
  • If you are still having problems, Reset the UC320W and see if the problem is cleared.
  • If you are still having problems, Reset the UC320W and the upstream network access devices and see if the problem is cleared.
  • If you are still having problems, Disconnect the UC320W WAN port and connect a PC directly to the port the UC320W WAN connection would be connected (e.g. Upstream Service Provider Access device) and verify that you can access the Internet.  If you still have problems you open a trouble ticket case with your Internet Service Provider.
  • If a PC connected to the Service Provider's access device can access the internet but your UC320W still cannot, Take a trace of the UC320W resetting using the UC320W Configuration Utility's Status Troubleshooting interface and open a case with the Cisco Small Business Support Center if necessary.

DHCP Server Inoperable

• If a PC or a phone is unable to get an IP address, it will depend on your topology as to what may be the issue.  Follow these steps depending on your configured topology:                       
  • UC320W Routes Voice and Data - UC320W provides DHCP Server for both Voice and Data VLANs in this mode:
    
    • Make sure no other DHCP servers are enable on your network.
    • Make sure your switches VLANs are properly configured are running the latest revision of software.
    • If you still fail to get an IP address, try to get a packet trace of a phone or PC attempt to get an IP address and open a case with the Small Business Support Center.
  • UC320W Route's Voice Only - UC320W provides DHCP Server for Voice but Data IP addresses are served by an existing network device.                       
    • Make sure your UC320W LAN and WAN ports are properly connected to your legacy network.  SMART Design guides are provided to partners to assist with this configuration.
  • UC320W Route's Voice and Data with external DHCP Server Only - UC320W provides DHCP Server for Voice  but Data IP addresses are served by an existing network device.                       
    • Make sure your UC320W LAN and WAN ports are properly connected to  your legacy network.  SMART Design guides are provided to partners to  assist with this configuration.
• If you still fail to get an IP address, try to get a packet trace of a  phone or PC attempt to get an IP address and open a case with the Small  Business Support Center.

WiFi

• UC320W provides an 802.11 b/g/n access point.  Make sure your UC320W is placed in an optimum location for adequate coverage.  Ideally, the UC320W would be located radially within 75 feet of the phone and PC clients it is serving.
• Look for possible known sources of WiFi  interferences such as microwave ovens, Bluetooth devices, baby monitors  and digital cordless telephones or other products operating in the  2.4 GHz band for 802.11 b/g mode of operation and additionally devices operating in the 5 GHz band if using a 802.11n device based network.
• If an external AP is used ensure that 2.4 GHz band for 802.11 b/g mode is enabled. SPA525G/2 use these bands.
• The voice SSID should be associated with VLAN 100 on the Access Point.
• Confirm the security settings and password for the voice SSID are exactly the same as configured in the UC320W Network wifi configuration.

SIP Service Provider Interoperability Issue

• Check your configuration according to the recommended SIP Service Provider Configuration Guides on the Cisco Small Business Community.
• Make sure your WAN connection is up and stable.
• Enable  trace on your SIP trunk on the UC320W Configuration Utility's  Status -> Troubleshooting (Support Tools). (Alternatively you can capture packets on the  WAN Interface using a network sniffer).
• Reset your UC320W  and look for your Registration message looking to see if the  Registration is sent and possibly rejected.  See if the reject reason  helps understand the issue to be corrected.
• If you are  using a SIP Service Provider that might not be certified with the  UC320W system, it might be necessary to assist with the SIP Service Provider Certification process in ensure all possible interoperability issues are addressed.

Auto Attendant Problems

Dial By Extension and Menu Navigation Failures

• If incoming calls answered by Auto Attendant sometimes fail to route properly after responding to prompts.  Try the following:                       
  • If failures occur on both internal and external calls,                
    • check your auto attendant script configuration using the UC320W Configuration Utility and make sure the numbers that are failing are properly scripted.
    • Check your prompts and prompt sequences and make sure the "Prevent Barge In" option is unchecked.
  • If failures occur on only one mode (either Day only or Night only).  Check your auto attendant script configuration using the UC320W Configuration Utility and make sure the numbers that are failing are properly scripted.
  • If failures only occur on external calls.  Check for DTMF issues by referencing the Audio Quality section of this guide for possible DTMF issues for both FXO and SIP Trunk.
• If you are still experiencing problems, take a trace using UC320W Configuration Utility's Status/Troubleshooting page with the appropriate trunks selected that are failing.  Open a case with the Cisco Small Business Support Center.

Endless Loop

• If incoming calls to Auto Attendant get answered by Auto Attendant but never released it my be due to one of the following reasons.                       
  • If your timeout handler always repeats the main menu, you might consider changing it to end the call or transfer to a voice mailbox to make sure the Auto Attendant script ends.
  • If a response to Auto Attendant results in transferring the call, make sure you don't have endless call forward loops in the route configuration that would cause the phones to ring permanently.  If you suspect that calls are not properly disconnecting a call after it has been ended by the PSTN caller, reference the section of this guide that deals with PSTN disconnect issues common to both incoming and outgoing calls.

Voicemail Problems

Voicemail to Email Feature Issues

• Check with your email provider and get the outgoing SMTP server configuration guidelines and make sure your email server is properly configured in the UC320W Configuration Utility's Voicemail to Email feature page.
• Make sure the configuration of destination email addresses don't contain errors.
• If you can't get your email provider account to work, consider using one of the tested public email servers documented in the UC320W Help guide's "How Do I?" section
• Some public providers such as Hotmail.com require you to log into their site using a web browser after creating the account.
• A number of SMTP systems will keep a copy of outgoing messages in a Sent folder.  Since Voicemail to Email attachements can be quite large it may cause you to reach a maximum mailbox size.  Configure the mailbox to auto purge sent messages for the outbound account.
• Long voicemail messages can be quite large (500KB/minute) and exceed the maximum mail message size for a user's mailbox, ensure participants can receive large messages before attaching the message to the notification.
• Verify that you can ping the SMTP server from the UC320W GUI.  Status -> Support Tools -> Ping.
• Enable Troubleshooting Logs (Status->Support Tools-> Logs), deposit a voicemail to a mailbox with voicemail to e-mail enabled, look for any sendmail errors.
• Log into the configured sender e-mail account to see if the mailbox is full, requires authentication (see http://www.captcha.net/), or that the message appears in the 'Sent' or 'Outbox'.

Missing messages

• To investigate missing message issues check the following:                       
  • Make sure the voicemail account has been set up with a unique password that is not shared.
  • Make sure that the UC320W has not been factory reset or restored from an old site backup.

Unexpected Large Messages

• Unexpected large messages that are mostly silent might be caused by a call that came in on an external trunk that failed to disconnect properly.   If you suspect that calls are not properly disconnecting a call after it has been ended by the PSTN caller, reference the section of this guide that  deals with PSTN disconnect issues common to both incoming and outgoing calls.

SPA Phone Feature Problems

Music on Hold

• If Music on Hold is failing for both internal and external calls, make sure the feature is configured properly with "Play Music for Calls on Hold"
• If external music source is configured, make sure it is properly connected and adjust the volume.
• If Music on Hold is only failing on SIP trunk calls, check for SIP interworking problems following the previous section of this troubleshooting guide.
• If you suspect issues with your external music on hold source, try configuring internal music only.
• If you are still experiencing Music on Hold problems, open a case with the Cisco Small Business Support Center.

External Paging

• If  external paging is configured, make sure it is properly configured, connected  and adjust the volume on the UC320W Configuration Utility Call Paging page.
• Make sure "Include External Paging" is checked in the Select Members section of the Call Paging configuration page.

Stuck Phone Lamps

• If phone lamps appear to be stuck or not in the correct state, try to reset your phone and see if the condition clears.  If you notice the failure that caused the lamp to get stuck, Open a case with the Cisco Small Business Support Center.

Call Transfer

• UC320 phones provide multiple ways to transfer calls and the procedures might change slightly when interacting with other features such as  BLF, speed dial, shared lines, shared extensions.  Consult your User Guide to make sure you are invoking the following transfer features properly for your phone set.
  
  • Blind Transfer (NOTE:  you may need to use the right arrow rocker on the phone to see this softkey when on a call)
  • Consultative Transfer.
  • Line Transfer.
• If you believe you are following correct procedure and encounter a feature interaction issue.  Take note of what might have caused the issue and open a case with the Cisco Small Business Support Center.

Additional Support

• Open a case with the Cisco Small Business Support Center.
• Search the Support Community for similar questions
• Consult the UC320W Documentation
• Open a new discussion on the UC320W Support Forum.  When posting please include the following information to help the forum participants better understand your environment.                     
  • Firmware Version:     (found on the login page or About link)
  • Locale: 
  • PSTN Access:      SIP trunk or BRI or FXO
  • System Mode:      PBX or Key System or Blend
  • Topology:              UC320W routes Voice and Data, UC320W routes Voice Only, UC320W routes Voice and Data with external DHCP server

[Christopher Edgeworth]

A big thank you to Jeff Sanders (jeffsand) for his help putting this together!

[Alex Rae]

Are analog Centrex lines still unsupported with the UC320? A customer is currently locked into a Centrex contract with a provider, so it would be more cost effective to maintain their current Centrex lines than it would be to swap them out for standard analog lines. Please confirm.

Thanks,

Alex

[Christopher Edgeworth]

Hi Alex,

You are correct.  Centrex lines are not currently supported.  They are on the list for future feature consideration.

Chris

[riazahmedkhan]

In dialing from extension to extension there is a delay. When the calle picks up the extension and say hello the caller does not hear that, howerver communication after that is fine. this problme is on UC320W

Any ideas.

[Christopher Edgeworth]

Hi,

It is probably best that when reporting problems that a new Discussion question is posted and this area left for actual comments on the Troubleshooting document. 

Do you by chance have SPA525 phones with customized ringtones?  There was an issue where playing the customized ringtones that would cause a pause in messaging where the 'Hello' was missed.  Workaround is to use non-synthesized ringtones.

Thanks,

Chris

[Marek Dalke]

Sollution for problem with accessing to UC320W Configuration Utility with firmware below 2.1.1 - please change the preffered web browser language to english [en-us].

[andtrds99]

hello

is it possible to restore the firmware after failed update?

[Alberto Montilla]

Hi Andreas;

Yes, that should be the general case. In case the product goes to a strange state, the SBSC can help you to revive it.

Regards
Alberto

[andtrds99]

hello alberto

i cantt open the configuration uilty after failed firmware update (power failure).which are the steps to recover it and be able to login again to configuraturion utility thru web browser?

thanks

[Alberto Montilla]

Power failure is not a good one (it could be at any point). Please try the following:

- Perform a factory reset. With the unit powered and stable, press the reset button for 20 seconds (make sure it is continuous otherwise it will just be a softreset). After it comes back try to join again.

If you continue experiencing the issue, please contact the Small Business Support Center for additional guidance.

Regards
Alberto

[andtrds99]

i have already done that.after the reset when i open the ip of the uc320w in any browser i only see cisco logo and no login fields

[Alberto Montilla]

Last one (before calling SBSC), can you ensure you have your browser set to English-US and reload the page? If this doesnt work please call SBSC.

Regards
Alberto

[andtrds99]

how you set that in IE8?you mean the encoding?

also the title bar of IE says : CiscoUC320W Firmware Upgrade Application and i only see Cicso logo

[Christopher Edgeworth]

Andreas,

To set the browser preferred Languages in IE go to Internet Options -> General tab -> Languages Button.  There you can added Engish-US and then move it to preferred to until after you complete the upgrade to 2.1.1 then you can change the browser back to your normal preferred language.

Thanks,

Chris

[Christopher Edgeworth]

As Alberto suggests SBCS has some advanced proceedures and tools to try to recover the unit. 

Chris