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IPPS Case Opening Steps 2.3

2013-03-06T23:57:31Z

Open a Developer Support Case

For development issues and questions that cannot be addressed through these services, CDN also offers members the ability to open support cases with our development engineering team utilizing Cisco’s case tracking application.

For CDN Community Members: This service is available as an annual fee-based subscription. Pricing: This fee varies by theater.

For CDN Technology Partners: This service is included in your CDN Technology Partner memberships.

Learn more about purchasing a developer support subscription

To help resolve your case quickly, please provide the following information with opening a developer support case for an IPPS issue.

General description of the problem
Is the problem reproducible or intermittent?
Observed vs. expected API behavior
Phone Model
Firmware Version
PCAP
On-board Phone Logs (If the Issue is with the phone) for 69XX , 79XX , 89XX , 99XX Phones.

How to open a developer support case.
Access to this PDF requires a CDN contract number to be associated with your CCO profile

How to capture PCAP

STEP 1 :
We need to capture the packets with Wireshark. Open up the Wireshark and click the first NIC to the left.

This will open the capture interfaces dialog, were you can select the NIC connected to the back of the IP phone we will capture. Click on start to initiate the capture.
STEP 2 :
Reproduce the Issue to be captured
Traffic should start to scroll down on the window. Depending on the current PC activity it could be a lot of traffic. To filter down use the eth.addr filter with the MAC Address of the IP phone. The resulting traffic should show only traffic comming to and from the IP phone.
STEP 3 :
Stop the Capture.
STEP 4 :
Save the packet capture as .pcap file.

On-Board phone logs for 79XX Series Phones.

The following are the instructions to get the phone console logs and network capture by secure shelling into the phone.

STEP 1 :
Open PUTTY
STEP 2 :
In the Session -> Logging section, select the "All session output", and specify a file location. See image below:
STEP 3 :
Login using the username and password you provided on the phone configuration page in the SSH section.
You will be prompted for one more login. Use the following credentials:
LoginID : default
Password : user.
STEP 4 :
Once the log has been started, enter the following commands:
debugsh
debug jvm Http DEBUG
debug jvm PushService DEBUG
debug jvm Services DEBUG
q
settmask -p sunvm.cnu -b LOG_DEBUG -t 0x6
strace &
STEP 5 :
Start the network capture (see instructions above)
STEP 6 :
Now re-create the issue which you would like to capture in the phone logs
STEP 7 :
Once the issue has been reproduced, type in "settmask -r" command to set debug back to normal.
STEP 8 :
Save and close the log and then stop the network trace.

On-Board phone logs for 8961 Series Phones.

The following are the instructions to get the phone console logs and network capture by secure shelling into the phone.

STEP 1 :
Open PUTTY
STEP 2 :
In the Session -> Logging section, select the "All session output", and specify a file location. See image below:
STEP 3 :
Login using the username and password you provided on the phone configuration page in the SSH section.
You will be prompted for one more login. Use the following credentials:
LoginID : default
Password : cisco.
STEP 4 :
Once the log has been started, enter the following commands:
ps_mem
/usr/sbin/sdump &
STEP 5 :
Start the network capture (see instruction above)
STEP 6 :
Now re-create the issue which you would like to capture in the phone logs
STEP 7 :
Once the issue has been reproduced, type in "exit" command
STEP 8 :
Save and close the log and then stop the network trace.
STEP 9:
Email us the phone logs and sniffer trace to troubleshoot the issue

Wiki Home 6.2

2012-09-25T05:30:34Z

* [[IPPS FAQs]]

Sample Apps 2.6

2012-09-24T12:07:12Z

=== push2phone === ASP sample updated for UCM 8.5/Windows Server 2008. Uses CiscoIPPhoneExecute, AXL and Risport APIs to send custom messages to an IP phone

IPPS FAQs 4.7

2012-09-24T12:07:01Z

<> === What is the keypress URI for the Push-to-Talk button on 7920/21 phones? === To simulate a Push-to-Talk keypress on 7920/21 phone, use Cisco IPPhoneExecute to execute the URI: Key:PushToTalk === What is the keypress URI for the Call/Release buttons on the 7920/21 phones? === To simulate a Call or Release button press, send the URIs: Key://OnHook// or Key://OffHook// === How to enable web access in 69xx phones? === By default Web Access in 69xx phones in CME will be disabled. To enable this in CME, one can use "vendor config" setting by performing the following steps: 1. Enable the phone // (Enables privileged EXEC mode) 2. Configure terminal // (Enters global configuration mode) 3. Service phone webAccess 0 //("0" stands for enabled, "1" for disabled) 4. Exit Note: The above steps are applicable for Cisco Unified CME 4.0 or a later version. For details, kindly refer the doc "Modifying Cisco Unified IP Phone Options" under the section "SCCP: Modifying Vendor Parameters For a Specific Phone" === How to access the configuration files of the phone? === One can download the phone's config file via TFTP from a PC command line (examples below.) The format of the filename to retrieve is usually devicename.cnf.xml, e.g.: IPCMRAEU5UCM5X7.cnf.xml For example consider the following if one wants to get the config file for the phone IPCMRAEU5UCM5X7: Linux: -------- root@bat31 ~# tftp 10.88.131.133 tftp> get IPCMRAEU5UCM5X7.cnf.xml Windows: -------------- C:\Documents and Settings\ratray>tftp 10.88.131.133 GET IPCMRAEU5UCM5X7.cnf.xml Transfer successful: 5811 bytes in 1 second, 5811 bytes/s The same information needed will be present in a pcap if one gets it from phone switch port from boot time onwards (avoiding this TFTP client business.)

Push2Phone 1.2

2012-09-11T22:32:52Z

=== push2phone - ASP Sample Application === This sample ASP application is based on the Cisco IP Phone Services SDK 7.1 sample of the same name, updated to work with UCM 8.5 and Windows Server 2008. Significant changes include: secure AXL connections, updated AXL service location, use of Risport API for phone IP addresses. Known to work on: UCM 8.5, Windows Server 2008R2 Installation * Assumes a working IIS installation * Copy the CiscoIPServices folder to c:\inetpub\wwwroot on the Windows server * Identify user credentials for a UCM user with AXL API permissions * Identify user credentials for a UCM user associated with the phones to be tested with * Edit the variables and paths in push2phone.asp to reflect to local configuration