Troubleshooting Overview
You may experience issues related to the following scenarios:
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A user's headset cannot communicate with their selected call device.
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Users experience poor audio quality.
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The headset or phone firmware is incompatible.
If you can configure Unified Communications Manager or Cisco Unified Real-Time Monitoring Tool (RTMT) to collect Problem Report Tool (PRT) logs for headsets connected to Cisco IP Phones. The PRT includes data on call quality, codecs used, audio settings, wireless settings, and alert logs.
Unified Communications Manager stores the call diagnostics details for Headsets. Cisco IP Phones send headset diagnostics data in Headset-Stat header either in a BYE message or a 200 OK response to BYE message to update the CMRs in Unified Communications Manager.
Cisco IP Phones share the headset diagnostics data with Unified Communications Manager and this information is stored in the CMR records as two new fields:
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headsetSN—Serial number of the headset.
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headsetMetrics—Headset metrics such as RSSI frame errors, connection drop reason, beacon moves, audio settings, and DECT bandwidth.
For more information on the new CMR records, see the Call Detail Records Administration Guide for Cisco Unified Communications Manager, Release 12.5(1)SU1.
User Can't Use the Headset with a Cisco IP Phone
Problem
Your user has difficulty connecting their Cisco Headset 500 Series to a Cisco IP Phone.
Solution
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Check the user's phone firmware.
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Check the connection between the phone and the headset.
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Disconnect and reconnect the headset.
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Generate a problem report for the phones from Cisco Unified Communications Manager. This action results in the same information that the Problem Report Tool (PRT) softkey generates on the phone.
The problem report contains information about the phone and the headsets.
See the Cisco Headset 500 Series User Guide for other troubleshooting solutions that the user can perform at their desk.
Headsets Don't Work with Cisco Jabber
Problem
Cisco Jabber for Windows or Mac does not work with any Cisco headset models.
Solution
Make sure that Jabber on Cisco Unified Communications Manager has been properly configured for headsets. Check the jabber-config.xml file on the TFTP server to make sure that the parameter EnableAccessoriesManager is set to true. This parameter enables call management functionality in connected devices, including headsets.
Refer to the On-Premises Deployment for Cisco Jabber for detailed information about on how to modify and upload the jabber-config.xml file to your TFTP server.
For more detailed information on all the Cisco Jabber configuration fields in Cisco Unified Communications Manager, see the Parameters Reference Guide for Cisco Jabber at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/jabber/12_0/cjab_b_parameters-reference-guide-for-cisco_12.html.
Poor Audio Quality
Problem
Your user experiences poor audio quality.
Solution
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Unplug and reconnect the headset to the desired call device.
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If users experience poor audio quality with the Cisco Headset 560 Series:
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Eliminate potential sources of radio interference between the headset and the base such as large metal or glass surfaces and other DECT devices.
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Make sure that the headset bases are not too close to each other. For more complete DECT headset deployment and density information, refer to the Cisco white paper, How to Deploy DECT at Work for the Cisco Headset 560 Series.
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Make sure users securely return their headsets to the headset base when the headsets aren't in use. The Cisco Headset 560 Series reduces DECT power when the headset is seated in the base.
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Lower the headset's DECT range and bandwidth in Cisco Unified Communications Manager Administration. See Headset Template Management for more information.
Note
When you switch Cisco Headset 560 Series to Short Range or Medium Range, users will not be able to roam as far from their base.
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Generate PRT for Endpoints on Unified CM
Use this procedure to trigger the Problem Reporting Tool (PRT) on the endpoints.
Procedure
Step 1 |
From Cisco Unified CM Administration, choose Device > Phone. |
Step 2 |
Click Find and select one or more phones that the headset connects to. |
Step 3 |
Click Generate PRT for Selected to collect PRT logs for the headsets used by the selected phones. |
Step 4 |
Click Save. Cisco Unified Communications Manager sends SIP Notify messages to remotely trigger the log collection on the phone and upload it to the log server configured in the “Customer support upload URL” parameter. |
Generate PRT for Endpoints on RTMT
Procedure
Step 1 |
Open the Trace and Log Central options. |
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Step 2 |
In the Trace & Log Central tree hierarchy, choose Generate PRT. |
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Step 3 |
Enter the Device name as configured in the Find and List Phones page in the Cisco Unified CM Administration user interface. |
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Step 4 |
Click Generate PRT. The generated report is uploaded at the Customer support upload URL. The download option is available only if the Customer support upload URL parameter is configured at the Enterprise, Profile, or Device level in the Cisco Unified CM Administration user interface.
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Troubleshooting Documentation for Cisco Webex Control Hub
Use the following additional documentation to troubleshoot issues with headsets in Cisco Webex Control Hub.
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What's New in Cisco Webex Conrol Hub—https://help.webex.com/en-us/u9dlxd/What-s-New-in-Cisco-Webex-Control-Hub
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Troubleshooting Meetings—https://help.webex.com/en-us/WBX9000018881/Troubleshooting-Meetings
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Troubleshooting Cisco Webex Control Hub Devices—https://help.webex.com/ld-nwespu1-CiscoWebexControlHub/Devices#Troubleshooting