Resolve Cisco IP Phone Error

If your Cisco IP phone is having any of these issues:

  • IP phone doesn’t get audio during page
  • IP phone’s Mute and/or Speaker lights don’t turn on during page
  • IP phone cannot be reached by paging group

then the IP phone has an incorrect URL Authentication value in Communications Manager.

 

This error is seen in theProgram Files\Syn-Apps\SA-Announce\Broadcast\Trace Log:

PhoneXml : ERROR [SEP0012345ABCDE, 192.168.xxx.xxx] output=[<CiscoIPPhoneError Number='4' />]

 

There are three steps in the Cisco Communications Manager to resolve this issue:

  • Verify Authentication URL is correct.
  • Verify Authentication Server value for each phone.
  • Verify the Phone Lists Correct URL.

Verify Authentication URL is correct in Communications Manger

Important: This step requires resetting phones if you have to update the URL Authentication value. Scheduling the Reset during a maintenance window is recommended.

  1. Click System > Enterprise Parameters.
  2. Under the Phone URL Parameters section, verify that the URL Authentication value is
    http://xx.xx.xx.xx/SA-Announce/PhoneServices/Authenticate.aspx
    where xx.xx.xx.xx is the IP address of the SA-Announce server.
  3. Do one of the following:
  • If no changes were made, move on to the next step.
  • If changes were made:
    • Click Save.
    • Click Reset. This resets all the phones.

Verify Authentication Server Value for a Phone

Important: This step requires resetting phones if you have to update the Authentication Server field. Scheduling the Reset during a maintenance window is recommended.

  1. Click Device > Phone.
  2. Search by Directory Number for extension.
  3. Click on the Device Name of the phone. 
  4. In the External Data Locations Information section, verify that the Authentication Server field is blank.
  5. Do one of the following:
  • If no changes were made, move on the next step.
  • If changes were made:
    • Click Save.
    • Click Reset. Phone reset immediately.

Verify the Phone Lists Correct URL

  1. Click Device > Phone.
  2. Search by Directory Number for extension.
  3. Click on IP Address of the phone.
  4. Click Network Configuration in the left pane.
  5. Verify that the URL Authentication value is
    http://xx.xx.xx.xx/SA-Announce/PhoneServices/Authenticate.aspx
    where xx.xx.xx.xx is the IP address of the SA-Announce server