Endpoints FAQ

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Contents

General

Background image not loading

The most common issues when this happens would be:

  1. Not formatting the images for the correct size and color depth for the endpoints you want to use it, remember this specs vary depending on the endpoint and it's not a one size fits all scenario
  2. Not properly formatting the List.xml name or content
    • The name IS CASE SENSITIVE
    • Copying the example List.xml from the Administration guide, since it comes with web formatting, many times you copy invisible characters which are parsed by the phone and cause errors. Best to copy it by hand in a simple text editor like notepad or notepad++
    • Typos or errors in the contents, make sure you have all your closing and opening tags
  3. Not uploading the images and List.xml to the right TFTP
    Phones will only look at the List.xml from the TFTP they're configured to use, unless you want to have different options for the phones, depending on the TFTP they're looking at, you should upload the List.xml and images to ALL your TFTP servers
  4. Not restarting the TFTP service after uploading the files

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Can I change the built-in background image for the phones??

No, the image that comes with the FW cannot be modified, or changed by any means.

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How much BW to provision for video calls??

There is no straight answer for this, nor any formulas. Video BW, unlike voice, is not flat, it depends on the actual video and how much it changes from one frame to the other.
You can use the following estimates to provision accordingly in your network:

89XX models
VGA 360p@30fps 768 - 2000kbps
VGA 360p@15fps 448 - 767kps
CIF@30fps 320 - 447kbps
CIF@15fps 256 - 319kbps
QCIF@30fps 128 ­- 255kbps
QCIF@15fps 64 - 127kbps
99XX models
VGA 500 - 999 kbps @ 15 fps starts at 480 kbps [or] 30 fps starts at 800 kbps
360p 400 - 999 kbps @ 15 fps starts at 400 kbps [or] 30 fps starts at 800 kbps
CIF 250 - 399 kbps @ 15 fps starts at 250 kbps [or] 30 fps starts at 300 kbps
QCIF 16 - 249 kbps @ 15 fps starts at 16 kbps [or] QCIF 30 fps starts at 100 kbps

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Can I use my old phones like 7940/7960 with CUCM 10.x+??

The above is just a sample for the scenario, this applies to ANY endpoint that is already EOS/EOL and any future releases of CUCM
This is a 2 part question, first, docs:

Compatibility Information Cisco Unified Communications Manager 10.x

Cisco Unified Communications Manager Software Compatibility Matrix

Can you find all those endpoints in 9.x and 10.x under Device -> Phone and configure them??
Yes, you can.

Are they supported??? and here's where it gets tricky.

A lot of those endpoints are already EOS/EOL, which means, that any problem that you might encounter that relates to FW, any new features you might want, etc. won't be addressed by Cisco. Simply, because the BU does not test EOL/EOS products, and therefore, fall under NOT supported

If I use one of those devices and cannot make calls, will I get support??
Yes (Just an example, but to make sure it's clear, what we would support on this instance, would be CUCM itself.)

Anything that TAC/PDI, or anyone within Cisco that is performing troubleshooting, that comes to the conclusion that it's related to the endpoint itself, or the FW it runs, won't be addressed.

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Can I CFA on secondary lines??

The answer would be huge NO for most of the ip phones, I believe that some of the new 88XX do allow this.
Related info:

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Can I remotely control a phone, and change user settings from CUCM??

No, CUCM does not offer this ability, there are some products which do enable remote control, like this one:
Phone Remote
Phone Operations Manager

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How can I bulk change the background image for all my endpoints??

CUCM does not offer this capability for all the endpoint models which support a background image, a 3rd party is required to do this:
Background Deployment
Phone Customizer for Cisco UCM
Remote Phone Control

A few of the endpoints that CUCM can do this for you are the 89XX, 99XX and DX650 using the Common Phone Profile. For the 89XX and 99XX FW 9.3.1+ would be required, and for the DX650 CUCM 10.0+ and FW 10.1.1+

Under Common Phone Profile:

  • Uncheck the checkbox at the top "Enable End User Access to Phone Background Image Setting"
  • Apply phone image name like "test.png" to the Background Image field towards the bottom and click the checkbox to overiride Device Default.

Notice that for 89XX and 99XX you still need to follow the regular instructions for List.xml and file location as they're hardcoded to look for them and that particular TFTP directory. DX650 is discussed later as it's a bit different from old phones.

UPDATE 7/1/16
The models which currently support the bulk background using Common Phone Profile are listed in this bug:

  • CSCud67313 Apply background via Common Phone Profile for 79xx phones

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How can I bulk remove ITL / CTL files from phones??

CUCM has no way to delete the ITL files from phones natively, there is a special tool, however you would need to contact TAC in order to get some assistance with it, and it's really not the preferred method, this is after all, a security feature, and it should be hard to remove it, that's why you need to do it manually as explained here:

An alternative method is available via TAC for bug: CSCts01319 Enable bulk unlock of the ITL File
But this should also be a last resort method for doing this, and there's no way to do it without assistance from TAC as it requires root access

3rd party alternatives:

If you doubt that all your phones are up to date, there's this nice tool you might want to look at:
ITL Scanner

There are better alternatives to doing the above, specially if you're trying to move phones across clusters, or when migration to a new set of servers. They are also outlined here: Migrating IP Phones Between Clusters with CUCM 8 and ITL Files
Some nice information about this can also be found in this doc: Communications Manager Security By Default and ITL Operation and Troubleshooting

If you want to set the rollback parameter:

  1. CCMadmin -> System -> Enterprise Parameters
  2. Change Prepare Cluster for Rollback to pre 8.0 to TRUE
  3. Click OK
  4. Click Save, Don’t do apply config and reset.
    • First Restart TVS service followed by TFTP services on all the nodes (Running TFTP).
  5. Do apply config and the reset back on the enterprise parameter page.
    • Wait for 10 mins till the phones Reset and Register back to the Call Manager.
  6. Check if the ITL files are empty, which will be the scenario.
  7. Empty ITL file can be verified by checking Settings -> Security -> True List -> ITL on the Phone, TVS and TFTP sections should be empty.

After the above procedure, you can then move your phones freely to a new cluster, change your DHCP scope, OR, you can also use the above when you need to change your the hostname / IP from your servers, the whole procedure for hostname / IP change with ITL is outlined on bug: CSCto59461 Update CUCM IP/Hostname Change Doc for ITL Certificate Regen Scenario

As the bug explains, in a scenario in which you change the hostname / IP and let all the proper replication to occur, and changes to propagate to your TFTP servers, phones should always have a primary, and secondary, TVS server which will push the new IP /hostname so that you will keep trusting the new IP / hostname. You would only require to do this when you have only one server, or are changing the IP /hostname of many servers at a time.

The Bulk Certificate Export also works as an alternative so that phones will actually trust both clusters at the same time, while still using ITL files.

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Can I gather the Serial Number, or MAC addresses, from all my phones in CUCM??

The MAC address is required to register phones, so that can be gathered using BAT export capabilities, however, the Serial Number is unknown to CUCM as it has nothing to do with call processing, we have no native capability to gather the Serial Numbers, you would require a 3rd party app like:
Phone Inventory
Cisco IP Phone Inventory Tool
Serial Grabber
Phone Operations Manager
PhoneView Full Version
PhoneView Asset & Inventory

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Can I configure a different ringtone depending on who is calling me??

No, this is not possible in CUCM, or the endpoints.

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Can I configure a different ringtone to distinguish internal Vs. External calls??

No, this is not possible, all the registered endpoints are considered ON-NET devices, the Route Patterns have a Call Classification setting which can be ON-NET or OFF-NET, if you configure this to OFF-NET, you'll hear the same ringtone but with a slightly different cadence. This is the best you'll get in regards to a "different" ringtone.

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Why are calls from my video endpoints failing to the PSTN??

If you're using a PRI, chances are your calls are trying to go out as video calls, to confirm, run a debug ISDN q931 and look at the SETUP message, if you see:

Transfer Capability = Unrestricted Digital

This is an indicator that your calls are trying to go out as video calls, you need to configure the voice port to send the capability as speech, you would need to go to the voice port as in this example, and configure bearer-cap speech

voice-port 1/1:23
 bearer-cap speech
shut
no shut

You might see the hex codes in the transfer capability as:
0x8090A3 -----> Speech
0x8890A3 -----> Unrestricted digital information

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How can I configure PFS (Peer Firmware Sharing)??

This is as simple as it gets, go to your device page and change Peer Firmware Sharing parameter to Enabled, save settings.
Just below that setting, there is a Log Server setting, it works to send any logs related to FPS.

How does it work??
Once you reset a nice amount of phones, they will start a storm of UDP broadcast messages on which they will inform each other they're trying to get a new FW image (as well as other files) and then one of them (per model, per subnet) will be elected to download one (or more) of the necessary files for the upgrade.
You can end up with up to 6 different devices, each as the root for one file, per phone model, per subnet.
This root phone will download the file(s) and then instruct the phones once they're ready, to download the file(s) from him.
You have no control over who the root phone will be, if you reset just one phone, it won't get any UDP traffic from the other phones to kick in the FPS feature.
If you try to reset, 5 phones, only those will benefit from FPS. If you later reset more phones, they will run a new FPS election process.

This is a rather simple configuration, but has a few special considerations to have in mind.

  • This does not work for all endpoints.
  • For those that can do FPS, you require FW 8.3(1) and above.
  • It uses a proprietary protocol to work, I'm not sure if it would work on 3rd party switches.
  • There are 6 different files that will work with FPS, so, you may end up with 6 different root phones.
  • FPS is model specific, if you do this for, a 7911, only other 7911's will have the benefit of FPS.
  • The hierarchy for phones works based on UDP subnet broadcasts, you may have many root phones of the same model if they're distributed in different subnets.
  • In order to get the real benefit of FPS, you need to reset your phones in mass. Doing one at a time, does not work, if you try to control who the root phone is, that also does not work, you have no control over it.

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How to download a phone .cnf file via TFTP??

You can issue this command to get them from CUCM:

tftp x.x.x.x get SEP<MAC address>.cnf.xml.sgn

Where x.x.x.x = ip address of CUCM TFTP server

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How to recreate all configuration files?? when to do it??

Plenty of times the procedure to re-create the configuration files for endpoints hangs and files do not get the last configuration, and in turn, phones run on an old configuration. This is how you re-create all the configuration files:

  1. CCMAdmin -> System -> Service Parameters
  2. Choose a server where TFTP service is running
  3. Choose Service -> Cisco TFTP
  4. Click Advanced at the top of the page
  5. Change Build CNF Files to Build All
  6. Save the settings
  7. Restart the TFTP service on all servers where it's running

Then you can reset the devices and they should get fresh configuration files with the latest changed being reflected.
I recommend changing this back to Build Selective once you're done to avoid the overhead of re-creating all TFTP files.

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Why do some settings ask me to reset the devices??

Several of the configuration items you have for anything in CUCM are only relevant to CUCM, but some others are sent directly to the endpoint.
For example, the CUCM group is contained in the SEP<MAC>.cnf.xml file, so, any changes to the CUCM group will re-create the file, and the phone needs a reset to download the updated file.
On the contrary, if you change the DN, partition, CSS, etc. Those are only significant to the CUCM DA process, and not required to be on the endpoint itself.
Make sure to reset the endpoints / devices to make sure they receive the latest configuration file available.

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How to tell if a phone / endpoint is compatible with a certain CUCM feature??

You can tell this directly in your CUCM server, go to Cisco Unified Reporting (Top right corner) and log in.

  1. Click on System Reports
  2. Choose Unified CM Phone Feature List
  3. If you have generated the report before, it will show the last time it was run. Otherwise it will show as Generate a new report. Click on the option you see.
  4. You'll get two drop-downs, choose accordingly:
    • Product, which lists the endpoints
    • Feature, which lists the several phone features.
  5. Once you've chosen from the drop-downs, click on Submit to get the report.

The Feature Descriptions table has information of what each of the options from the Feature drop-down has.

For example, if you want to get the full list of devices which support EMCC, you would use:
Product = all
Feature = EMCC

And run the report.

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How do I upgrade phone FW??

There are basically 3 options to do this, lets use a 9971 as the example.

  • Using the COP file, the COP file contains the FW files and also will modify the Device Defaults in your CUCM config, the file would look like this: cmterm-9971.9-4-2SR1-2.cop.sgn and you would install it via OS admin
  • Manually uploading the FW files to your TFTP, for this alternative, you would use a .zip file which has the files. It would be a file like this: cmterm-9971.9-4-2SR1-2_REL.zip
  • The last alternative would be using a DevPack, which you would install the same as any other .COP file and usually it will apply new FW for more than one device.

You should ALWAYS review the README and / or Release Notes for the FW version you want to upgrade to, for some of them, there are special considerations like:

SCCP Firmware Upgrade Issues
This section applies to the Cisco Unified IP Phones 7975G, 7971G-GE, 7970G, 7965G, 7962G, 7961G-GE, 7961G, 7945G, 7942G, 7941G-GE, 7941G, 7931G, 7911G, and 7906G.

Note For all SCCP firmware upgrades from firmware release versions earlier than 8.3(3) to Version 9.3(1) or later, you must first upgrade your phone firmware to an intermediate version (8.3(3) to 8.5(2)) and then upgrade to 9.3(1).

Cisco Unified IP Phone 7900 Series, Release Notes

Please notice that you might want to try the new FW in a few phones prior to deploying it to the rest of the endpoints, what you can do, is to make sure that you set the Device Defaults to the FW you're already using, and go to the Device level and use the Phone Load Name field in order to upload the new FW to only certain phones. That field has precedence over the Device Defaults.

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How do I perform a factory reset??

The procedure varies a little bit between the different model versions, as so does the options you might have to do it. I will not list the procedure for all models here, but I will tell you where to find it, it's quite easy.
On cisco.com, you need to find the phone administration guide, the name format does not change between phone families, so you can always find it if you search: "<phone model> administration guide", in this example I searched "9971 administration guide"
The procedure is usually listed under the Troubleshooting and Maintenance chapter from the guide. If you cannot find it there, the easiest way is to go to the top page from the admin guide. If we use the 9971 as an example, you would click on the root from the chapters on the left, and will end up with a page that says: Cisco Unified IP Phone 8961, 9951, and 9971 Administration Guide for Cisco Unified Communications Manager 7.1 (3) (SIP) and the option to download the complete book as a PDF, click on that option to get the whole guide in one file, then do CTRL + F and search for "Reset", you should find the procedure.

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Are there any phone tutorials that I can provide to my end users??

Yes, we have for some of the 79XX, 78XX and 69XX series phones, unfortunately, we do not have for all other models.
Cisco IP Phone Tutorials

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Is there any table that shows which devices support CTI??

Yes, you can find it at DevNet:
CTI (TAPI/JTAPI) Supported Device Matrix
The location has changed quite a few times, if the link stops working, try googling the name of the link.

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How can I tell if my TSP (TAPI) is supported in my OS??

The DevNet has a table that shows the compatibility between TSP releases and OSs:
Supported Windows OS for Cisco TAPI

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How to determine JTAPI compatibility with CUCM??

Review this:
JTAPI and Cisco Unified Communications Manager Compatibility Matrix

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How to determine JTAPI compatibility with JVM??

Review:
Cisco Unified JTAPI Supported JVM Versions

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What resources do I have to develop custom phone services??

You have DevNet available:
IP Phone Services

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How can I tell if my accessory (headset, keyboard, etc.) is supported with my phone??

Cisco does not test every possible combination of IP Phone Vs. accessory, however, you can find a good list of the ones we have tested here:
Unified Communications Endpoint and Client Accessories

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How can I tell if my device supports recording??

Review this table:
Unified CM Silent Monitoring/Recording Supported Device Matrix

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Can I lock my phone, or require a PIN before making calls??

No, neither of those are options provided by CUCM. The only options we offer for such purposes, would be to use EM, FAC, or CMC. If you want this, you would need to use a 3rd party app:

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Is there anyway to configure a white / black list for calls??

CUCM does not offer this capability, you can use the call blocking configuration in the H.323 or MGCP GWs, but this is a global configuration, if you want this, you would require a 3rd party app:

EDIT 11/30/17
An alternative would be to use the External Call Control Profiles in the latest CUCM releases, but this would involve custom development.

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I configured a new SIP endpoint, but I don't want a DN on it, it'll be used for EM, will it work??

No, unfortunately SIP endpoints require a DN to be configured in order to properly register to CUCM, you would need to give it a DN, which cannot call anything if you like, but it forcefully has to have a DN.

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How long does it take for a phone to failover to another CUCM server, or SRST??

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Can I adjust the font selection and size on the phone screen??

No, unfortunately the font and size are not configurable.

EDIT 11/30/17
This is now possible on some newer endpoints like the 88xx series: Change the Font Size

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How can I tell if my CUCM version will support new endpoints??

Usually you can find this information within the data sheet for the endpoint, or the endpoint series. They will list CUCM and CME compatibility, notice that for older releases, what is mentioned there, is the minimum CUCM release you need to have (not that they have native support), but most likely you will also require to install the latest DevPack for your release in order to add support for the new endpoints.
If an endpoint lists 8.6, 9.1, etc and you happen to be on 8.5 or 9.0, you forcefully need to upgrade to one of the listed versions to be able to add those new endpoints, there are no workaround to get them in releases not listed.

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Which endpoints support VPN capabilities and which MRA??

You can run a report via CUCM reporting to gather the list of which endpoints support the phone VPN feature on your CUCM release.
As to endpoints supporting registration over MRA, currently the 78XX and 88XX using X8.5.2 and FW 10.3.1 are capable, but they're still not fully supported (as explained in x8.5.2 RNs and 10.3.1 FW RNs) but as a preview feature. Full support will arrive in some more time in a SR.
DX650, DX70 and DX80 also support MRA capabilities (Voice, Video, IM). The FW required for the DX series will be 10.2.4

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Which phones support SHA2 for secure connections??

The only endpoints that support SHA2 right now, are the 78XX and 88XX series (new series will also support it), older models will not have support for SHA2, and there are no plans for it.
This also has implications for phone VPN and other secure connections, when you try to use SHA2 in the ASA / CUBE / etc, as older phones ONLY support SHA1 for secure connections, this means you would need to stick with SHA1 in the backend, or dedicate one to use SHA1 for older phone models.

Go to Endpoints FAQ Content Table

How can I get an inventory of my IP Phones??

If you're looking for a report that lists things like:

  • Phone model
  • MAC address
  • Network configuration
  • Phone HW
  • IP Phone FW version
  • Registration status
  • Counters and statistics

Some of those, you can get from CUCM, via different reports. However, there's a 3rd party tool that can get you all that

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3900 Series

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6900 Series

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7800 Series

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7900 Series

Background images

Background images size and directory

7941 / 7961

Full size image— 320 pixels (width) X 196 pixels (height).
Thumbnail image— 80 pixels (width) X 49 pixels (height).
Directory "Desktops/320x196x4"


7942 / 7962

Full size image—320 pixels (width) X 196 pixels (height).
Thumbnail image—80 pixels (width) X 49 pixels (height).
Directory "/Desktops/320x196x4"


7945 / 7965

Full size image—320 pixels (width) X 212 pixels (height).
Thumbnail image—80 pixels (width) X 53 pixels (height).
Directory "/Desktops/320x212x16"


7970 / 7971

Full size image—320 pixels (width) X 212 pixels (height).
Thumbnail image—80 pixels (width) X 53 pixels (height).
Directory "Desktops/320x212x12"


7975

Full size image—320 pixels (width) X 216 pixels (height).
Thumbnail image—80 pixels (width) X 53 pixels (height).
Directory "/Desktops/320x216x16"

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I'm having problems answering / transferring calls when using headset, what could it be??

One of the bugs that are causing this in recent FW releases is: CSCun26289 Problems transferring/answering calls when using headset with 79XX phone

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Why does the color of the font for my lines show black??

This indicates that there is a missed call registered for that line, once you review it, it will go back to a white font

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Can I configure the background in bulk??

This has been something that I have not been able to try (long story) but I've seen mixed results, in first place, the related bug with all the info:

  • CSCud67313 Apply background via Common Phone Profile for 79xx phones

The status still shows as open, however, I've seen people tell that it worked when they used one of the latest FW releases for this, specially with 9.4+

Once I'm able to sort a few things in my lab and test, I'll post my results.

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8800 Series

Background images

Background images size and directory

Related bug: CSCus27001 Documentation: background image size/path for 88xx phones is 800x480x24

Full size image—800 pixels (width) X 480 pixels (height).
Thumbnail image—139 pixels (width) X 109 pixels (height).
Directory "/Desktops/800x480x24"

Example List.xml from Administration guide is wrong, it should be:

<CiscoIPPhoneImageList>

<ImageItem Image="TFTP:Desktops/800x480x24/test1_thumb.png" URL="TFTP:Desktops/800x480x24/test1.png"/>

</CiscoIPPhoneImageList>

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Why can't I dial phones from my corporate directory that have dashes??

There's a good probability you're hitting this bug: CSCuq14595 Call fail when "-" dash is dialed from Corporate Directory on 88X1 phone
Upgrade to one of the FW releases listed as fixed

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How can I configure Visual Voicemail on 88XX??

The documentation on how to configure VVM is here Set Up Visual Voicemail
However, there is a problem with the documentation:

  • CSCuq94508 Documentation : missing configuration steps visual VM on 88xx phones

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How to perform a factory reset??

The procedure listed in the documentation is wrong, the correct procedure is outlined in this bug:

  • CSCut29814 Factory reset procedure incorrect on 88xx admin guide

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8900 Series

Background images

Background images size and directory

8961

Full size image—640 pixels (width) X 480 pixels (height).
Thumbnail image—123 pixels (width) X 111 pixels (height).
Directory "/Desktops/640x480x24"

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Why does the color of the font for my lines show black??

This indicates that there is a missed call registered for that line, once you review it, it will go back to a white font

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Can I change the font size on a 8945??

Yes, you need to do this on the phone:
Settings -> Preferences -> Font size

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9900 Series

Background images

Background images size and directory

9951 / 9971

Full size image—640 pixels (width) X 480 pixels (height).
Thumbnail image—123 pixels (width) X 111 pixels (height).
Directory "/Desktops/640x480x24"

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Why does the color of the font for my lines show black??

This indicates that there is a missed call registered for that line, once you review it, it will go back to a white font

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ATA Series

Is PLAR supported on the ATA 190??

No, it is not, the ATA 190 does not accept the SIP Dial Rules which are usually used for this functionality.

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DX Series

DX650 Background

There are several bugs related to this:
CSCui88680 DX-650 Steps for Configuring Wallpaper needs to be Modified
CSCui88733 DX-650 Wallpaper access cannot be Blocked

This is NOT possible if you're running anything below CUCM 10.x and phone FW 10.1.1, for any releases below that, not being able to change the background is the expected behavior, you can use any android app you like to change it.

For CUCM releases above 10.x and FW 10.1.1

Process needed for applying a custom background image for a DX 650:

  1. Format the required image to pixel size 1600x1280x24
  2. Upload image to the TFTP Directory on all nodes running the TFTP service, directory is "Desktops/1600x1280x24"
  3. Restart the TFTP service on all nodes running TFTP
  4. Go to the DX650 Common Phone Profile in CCMadmin and change the following:
    • Uncheck the checkbox at the top "Enable End User Access to Phone Background Image Setting"
    • Apply phone image name like "test.png" to the Background Image field towards the bottom and click the checkbox to overiride Device Default.
  5. Save and Apply the config to the common phone profile and the image desired should show up on the phone.

Notice NO thumbnail is required

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How can I centrally manage DX's software??

If you want to have a central managing point for the SW on the DX series, to push proxy settings, certificates, etc. You can use MDM's like Airwatch or Mobiletron to do that.

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Can I upgrade the Android version from 4.1 to a higher release??

No, currently you cannot upgrade the Android version at your own accord, you need to wait for the Cisco confirmation on that, and most likely it will be managed via CUCM, or via COP files. Not too sure about that, but it only makes sense, if I have further information, I'll post.

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How many lines do the DX series endpoints support??

They can support up to 15 lines.

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How can I configure a wallpaper for the DX70/DX80??

The instructions for that are here, very similar to those of the DX650:

However, there is an error in the documentation about the right folder to be used:

  • CSCut54061 DX80/DX70 do not use right folder to load admin specified wallpaper

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Contact:
Any comments, questions, suggestions, contributions, etc. please send them to javalenc@cisco.com. Please make sure the subject is formatted "UC FAQ <anything else>" as I'll have rules in my mail to match them, otherwise, they'll end up in my spam folder.

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