Centrex/UC500 touch tone menu problems with 525G phones

Answered Question
Jul 3rd, 2009
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I am trying to get my head around this issue, as it seems to be fairly intermittent and related specifically to the 525G phones.  We are having troubles with certain touch tone menus when using the 525G phones, but not others.  One of the places that I have seen it show up is with our local POTS Telco which is providing us with four Centrex lines which we are running into our UC520.  The Centrex lines balance our incoming call requests if we have mutiple incoming phone calls on the same incoming line.  In the event that all of our incoming lines are busy, there is a backup voicemail system in place to allow customers to leave voicemail for us on the Centrex which we can retrieve later.  To do this, we dial a phone number and then input our password to get into our mailbox.


I have tried this with all of the phones that we have on the network currently, and everything seems to work perfectly except for the 525Gs.  The phones that work are: 7921, 7937, 524G, CIPC.  For some reason, the 525Gs are failing this task.  Our receptionist, who has a 525G, has seen this show up in two ways:


1. While navigating through an company's autoattendant, she reaches a point where the numbers she inputs no longer seem to be transmitted to the system.

2. While inputting credit card numbers through an automated system (over the phone), the credit card numbers do not seem to be transmitted completely (i.e. not all of the numbers are being sent to the receiving system).


Any ideas on why this would affect the 525G phones and not the other phones on our network?


Thanks,


Seth

Correct Answer by Steven DiStefano about 7 years 8 months ago

You found a bug.  I reproduced your problem and reported it to the BU.   The team is following up on this now.

I will post when I hear something (fix) related.  Open a TAC case and have then reach out to the phone PM or me and we can save them some time, but log a case for sure.

Correct Answer by Steven Smith about 7 years 8 months ago

Could you let me know what version of IOS you are running on the UC500?  What firmware are you running on the 525 phone? 


CSCsw89237: When accessing external voicemail, the phone intermittently fails to recognize DTMF.


That is fixed in the 7.1.7 firmware of the 525 phone.

http://www.cisco.com/en/US/docs/voice_ip_comm/csbpipp/ip_phones/release/notes/spa525g_relnote_7_1_7.pdf


I would recommend upgrading to the 7.1.7 firmware or the 7.2.5 firmware.

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Correct Answer
Steven Smith Mon, 07/06/2009 - 07:36
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Could you let me know what version of IOS you are running on the UC500?  What firmware are you running on the 525 phone? 


CSCsw89237: When accessing external voicemail, the phone intermittently fails to recognize DTMF.


That is fixed in the 7.1.7 firmware of the 525 phone.

http://www.cisco.com/en/US/docs/voice_ip_comm/csbpipp/ip_phones/release/notes/spa525g_relnote_7_1_7.pdf


I would recommend upgrading to the 7.1.7 firmware or the 7.2.5 firmware.

sethschmautz Mon, 07/13/2009 - 06:46
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Hi Steven,


I appologize for not responding soon.  I have the 12.4(20)T2 IOS on the UC500 with all applicable phone loads from bundle 7.0.3.  Looking at my 525 right now, it's showing software version 7.1.7 right now which is the same throughout the office.  This is the same software version that was on the phones and UC500 when I originally posted this question.


If you think that there is a good reason to upgrade the phones to 7.2.5 that would address this problem, I can do it this week.  If not the phone loads, where else should I look?  Thanks,


Seth

Steven DiStefano Mon, 07/13/2009 - 07:55
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I just checked inside the SBCS 7.0.3 bundle zip and the SPA525G FW is 7.1.9 inside the phoneloads tar file.


If you went into CLi and did:

#dir phones/525
..you should see

Directory of flash:/phones/525/

   96  -rw-     9871691    spa525g-7-1-9.bin


Restarting this phone will apply the latest FW (this one), which gives you the fix Steven pointed out, and I would do that.


Steve D

Sales SE

sethschmautz Mon, 07/13/2009 - 08:01
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Hi Steve,


Thanks for the quick reply.  I did telnet into the UC500 and found what you found - that the phone loads show 7.1.9.  I did a reboot in CCA and also from the handset itself.  Strangely, when the phone boots, I get a "Upgrading to 7.1.9" followed immediately by a "Upgrade failed".  Does this sound like a job for the TAC or is there anything that I can do on this end to either push a manual update to the phone or find out why it's failing the upgrade?  Thanks,


Seth

Steven DiStefano Mon, 07/13/2009 - 08:10
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On the CLI, you can :

'term mon'

'debug tftp events'


then power the phone off an on and watch for clues and hints as to why it cant get that file, and if it finds it in the first place.

sethschmautz Mon, 07/13/2009 - 11:19
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Hi Steve,


I turned on debug and watched the output when I rebooted and even did a factory reset of my phone.  Here is what I got:


011421: Jul 13 18:07:28.710: TFTP: Looking for SEP002497F0556C.cnf.xml
011422: Jul 13 18:07:28.710: TFTP: Opened system:/its/XMLDefault525G.cnf.xml, fd
10, size 1100 for process 167
011423: Jul 13 18:07:28.726: TFTP: Finished system:/its/XMLDefault525G.cnf.xml,
time 00:00:00 for process 167
011425: Jul 13 18:08:09.914: %IPPHONE-6-UNREGISTER_ABNORMAL: ephone-14:SEP002497
F0556C IP:10.1.1.25 Socket:20 DeviceType:Phone has unregistered abnormally.
011426: Jul 13 18:08:18.338: TFTP: Looking for SEP002497F0556C.cnf.xml
011427: Jul 13 18:08:18.338: TFTP: Opened system:/its/XMLDefault525G.cnf.xml, fd
10, size 1100 for process 167
011428: Jul 13 18:08:18.346: TFTP: Finished system:/its/XMLDefault525G.cnf.xml,
time 00:00:00 for process 167
011429: Jul 13 18:08:18.858: TFTP: Looking for spa525g-7-1-9.BIN
011430: Jul 13 18:08:18.990: TFTP: Opened flash:/phones/525/spa525g-7-1-9.bin, f
d 10, size 9871691 for process 167
011432: Jul 13 18:08:25.786: TFTP: Looking for RingList.xml
011433: Jul 13 18:08:25.830: TFTP: Opened flash:/ringtones/RingList.xml, fd 11,
size 2823 for process 279
011434: Jul 13 18:08:25.838: TFTP: Finished flash:/ringtones/RingList.xml, time
00:00:00 for process 279
011435: Jul 13 18:08:25.842: TFTP: Looking for DistinctiveRingList.xml
011436: Jul 13 18:08:25.882: TFTP: Opened flash:/ringtones/DistinctiveRingList.x
ml, fd 11, size 2823 for process 279
011437: Jul 13 18:08:25.894: TFTP: Finished flash:/ringtones/DistinctiveRingList
.xml, time 00:00:00 for process 279
011438: Jul 13 18:08:25.942: TFTP: Looking for United_States/525G-tones.xml
011439: Jul 13 18:08:25.942: TFTP: Looking for United_States/525G-tones.xml
011440: Jul 13 18:08:25.946: TFTP: Looking for United_States/525G-tones.xml
011441: Jul 13 18:08:25.950: TFTP: Looking for United_States/525G-tones.xml
011442: Jul 13 18:08:25.954: TFTP: Looking for United_States/525G-tones.xml
011443: Jul 13 18:08:25.958: TFTP: Looking for United_States/525G-tones.xml
011444: Jul 13 18:08:25.958: TFTP: Looking for United_States/525G-tones.xml
011445: Jul 13 18:08:25.962: TFTP: Looking for United_States/525G-tones.xml
011446: Jul 13 18:08:25.966: TFTP: Looking for United_States/525G-tones.xml
011447: Jul 13 18:08:25.970: TFTP: Looking for United_States/525G-tones.xml
011448: Jul 13 18:08:25.974: TFTP: Looking for English_United_States/525G-kate.x
ml
011449: Jul 13 18:08:25.978: TFTP: Looking for English_United_States/525G-kate.x
ml
011450: Jul 13 18:08:25.982: TFTP: Looking for English_United_States/525G-kate.x
ml
011451: Jul 13 18:08:29.018: TFTP: Looking for English_United_States/525G-dictio
nary.xml
011452: Jul 13 18:08:29.022: %IPPHONE-6-REG_ALARM: Name=SEP002497F0556C  Load=7.
1.7 Last=Hard+Unknown
011453: Jul 13 18:08:29.026: TFTP: Looking for English_United_States/525G-dictio
nary.xml
011454: Jul 13 18:08:29.046: TFTP: Looking for English_United_States/SCCP-dictio
nary.xml
011455: Jul 13 18:08:29.046: TFTP: Opened system:/its/united_states/SCCP-diction
ary.xml, fd 11, size 2740 for process 279
011456: Jul 13 18:08:29.058: TFTP: Finished system:/its/united_states/SCCP-dicti
onary.xml, time 00:00:00 for process 279
011457: Jul 13 18:08:29.122: TFTP: Looking for English_United_States/SCCP-dictio
nary.xml
011458: Jul 13 18:08:29.122: TFTP: Opened system:/its/united_states/SCCP-diction
ary.xml, fd 11, size 2740 for process 279
011459: Jul 13 18:08:29.130: TFTP: Finished system:/its/united_states/SCCP-dicti
onary.xml, time 00:00:00 for process 279
011460: Jul 13 18:08:29.222: %IPPHONE-6-REGISTER: ephone-14:SEP002497F0556C IP:1
0.1.1.25 Socket:17 DeviceType:Phone has registered.


It looks to me as though it is finding the file. . . but the screen on the 525G phone says "upgrade failed" each time and the software version continues to be stuck at 7.1.7.  Thanks for your help thus far.  Any other ideas?


Seth

Skyler Spence Mon, 07/13/2009 - 11:35
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Check to make sure you have this command in your configuration:


tftp-server flash:/phones/525/spa525g-7-1-9.bin alias spa525g-7-1-9.bin


If it's not there, enter configuration mode (type config t) and paste the command in.

Steven DiStefano Mon, 07/13/2009 - 11:47
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We never did see the FINISHED message.  I agree with Skyler thats the next logical thing to check.   There is a chance the directory tree where its stored on your flash isn't matching the tftp-server statements......


Good call Skyler.

sethschmautz Mon, 07/13/2009 - 13:24
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Sorry for such a simple question, but how do I check the config to make sure that command is in there?  I'm still a CLI newbie.


Thanks,


Seth

Skyler Spence Mon, 07/13/2009 - 13:41
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Telnet into the box, login, and issue the command


show run | include alias


see if that command shows up.

sethschmautz Mon, 07/13/2009 - 14:28
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Skyler,


I ran the show command, and the tftp command you wondered about IS there:


tftp-server flash:/phones/7906_7911/term11.default.loads alias term11.default.lo
ads
tftp-server flash:/phones/525/spa525g-7-1-9.bin alias spa525g-7-1-9.bin
tftp-server flash:/phones/521_524/cp524g-8-1-16b.bin alias cp524g-8-1-16b.bin
tftp-server flash:/Desktops/320x216x16/List.xml alias Desktops/320x216x16/List.x
ml


I just checked the 524 phones and they are indeed running 8.1.16b, and 7921 phones are running 1.2.1 (shown earlier in the config).


Thanks,


Seth

Steven Smith Mon, 07/13/2009 - 14:47
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Could you also post the output of a dir flash:?

sethschmautz Mon, 07/13/2009 - 15:12
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Sure.  I'll even go two steps further:


UC520#dir flash:
Directory of flash:/

    1  -rw-         720  Jun 26 2009 15:11:08 -06:00  vlan.dat
    2  -rw-    28064464  Jun 26 2009 12:03:32 -06:00  uc500-advipservicesk9-mz.1
24-20.T2
    3  drw-           0  Jun 29 2009 12:03:06 -06:00  phones
   99  drw-           0  Jun 26 2009 15:11:48 -06:00  Desktops
  118  drw-           0  Jun 26 2009 12:08:32 -06:00  autoattendant
  122  drw-           0  Jun 26 2009 15:11:10 -06:00  bacdprompts
  133  drw-           0  Jun 26 2009 12:08:44 -06:00  cca
  137  drw-           0  Jun 26 2009 12:08:48 -06:00  gui
  159  drw-           0  Jun 26 2009 15:11:36 -06:00  media
  162  drw-           0  Jun 26 2009 15:12:22 -06:00  ringtones
  196  drw-           0  Jun 26 2009 12:09:34 -06:00  sn
  199  -rw-       23729  Jun 26 2009 12:50:26 -06:00  UC520-32U-8FXO-K9-factory-
7.0.3.cfg
  200  -rw-       47126  Jun 26 2009 15:28:00 -06:00  startup-config.bak
  201  -rw-         112  Jun 30 2009 15:59:40 -06:00  speeddial.xml

128184320 bytes total (3092480 bytes free)
UC520#dir flash:/phones
Directory of flash:/phones/

    4  drw-           0  Jun 26 2009 12:03:58 -06:00  7975
   12  drw-           0  Jun 26 2009 12:04:16 -06:00  7970_7971
   21  drw-           0  Jun 26 2009 12:04:36 -06:00  7945_7965
   30  drw-           0  Jun 26 2009 12:04:56 -06:00  7942_7962
   39  drw-           0  Jun 26 2009 12:05:14 -06:00  7941_7961
   48  drw-           0  Jun 26 2009 12:05:34 -06:00  7940_7960
   53  drw-           0  Jun 26 2009 12:05:40 -06:00  7937
   55  drw-           0  Jun 26 2009 12:05:58 -06:00  7936
   57  drw-           0  Jun 26 2009 12:06:02 -06:00  7931
   65  drw-           0  Jun 26 2009 12:06:20 -06:00  7925
   72  drw-           0  Jun 26 2009 12:06:44 -06:00  7921
   80  drw-           0  Jun 26 2009 12:07:12 -06:00  7916
   82  drw-           0  Jun 26 2009 12:07:14 -06:00  7915
   84  drw-           0  Jun 26 2009 12:07:14 -06:00  7914
   86  drw-           0  Jun 26 2009 12:07:16 -06:00  7906_7911
   95  drw-           0  Jun 26 2009 12:07:36 -06:00  525
   97  drw-           0  Jun 26 2009 12:07:58 -06:00  521_524

128184320 bytes total (3092480 bytes free)
UC520#dir flash:/phones/525
Directory of flash:/phones/525/

   96  -rw-     9871691  Jun 26 2009 12:07:58 -06:00  spa525g-7-1-9.bin

128184320 bytes total (3092480 bytes free)


It looks like it's there. . .

sethschmautz Tue, 07/14/2009 - 11:16
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Any other thoughts on this problem?  I'd like to escalate it to the TAC if I need to, but if not, and if there appears to be a fairly simple solution, I'd rather do that.  Please let me know if you have any other ideas.  If I haven't heard anything later this afternoon, I'll send this request to the TAC.


Thanks,


Seth

Steven Smith Tue, 07/14/2009 - 11:53
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It appears the phone isn't downloading the firmware.  You can manually upgrade the firmware through the 525 web page.  Or you can open up a TAC case.  Either way.

Correct Answer
Steven DiStefano Fri, 07/17/2009 - 07:18
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You found a bug.  I reproduced your problem and reported it to the BU.   The team is following up on this now.

I will post when I hear something (fix) related.  Open a TAC case and have then reach out to the phone PM or me and we can save them some time, but log a case for sure.

sethschmautz Fri, 07/17/2009 - 07:55
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Steve,


I opened a TAC case yesterday and got everything resolved.  Although 7.1.9 was loaded onto the flash card, every 525G phone would continue to fail the upgrade.  The tech and I worked to pull the 7.1.9 firmware off of the card and replace it will 7.2.5.  Once all of the phones were rebooted and upgraded to 7.2.5, the problems that we were seeing with DTMF went away.


This resource is awesome.  This is our company's first "departure" into using Cisco as a testbed for moving our clients in this direction.  I'm greatly encouraged by the support offered by this community and the TAC, and the product is great.  Thanks for your and everybody else's help in getting these issues resolved as I learn the product's ins and outs.


Seth

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