Cisco SPA 303 Series Manuel utilisateur

Phone.com Setup and Troubleshooting Guide

Cisco SPA303 IP Phone

Revised: May 28, 2014 Page 1 of 11

Setup and Troubleshooting Guide

Cisco SPA303 IP Phone

Phone.com Setup and Troubleshooting Guide

Cisco SPA303 IP Phone

Revised: May 28, 2014 Page 2 of 11

Welcome!

This guide contains instructions to help you set up and use your

Cisco® SPA303 IP Phone. It describes some of the features your

phone and your Phone.com® service provide, so you can take

advantage of what the two together have to offer you. The guide

also provides insight into common network problems and how to

troubleshoot them.

Expect to spend about 15 minutes getting your SPA303 set up and

ready to use. Once it’s set up, your phone will work in nearly the

same way as your typical office phone. Some familiarity with

networking may be required, especially if you have to change your

network’s configuration or settings.

If you need additional help after reviewing this guide, check out the

Additional Service and Support section at the end of this guide.

You’ll find multiple means of contacting us there.

Getting Familiar With Your Phone

Thoroughly review Cisco’s Quick Start Guide to get familiar with the

features and functions of the SPA303. The guide is included in the

box, and is also available on the web

(www.cisco.com/en/US/docs/voice_ip_comm/csbpipp

/ip_phones/quick_start/guide/spa_300_quick_start.pdf).

Setting Up Your Phone

Before your SPA303 was shipped it was tested with a Phone.com

account to make sure it was working properly. Many configuration

parameters are set by Phone.com so you don’t have to.

Phone.com Setup and Troubleshooting Guide

Cisco SPA303 IP Phone

Revised: May 28, 2014 Page 3 of 11

Connecting It To Your Network

Figure 1: Phone diagram and network setup

Use the Ethernet cable that came with your Cisco SPA303 IP Phone

to connect an available LAN port on your router to the SW port of

your phone (see the solid blue line in Figure 1).

If you only have one Ethernet connection nearby and need a

computer to share that connection, use another Ethernet cable to

connect the network port on your computer to the PC port of your

phone (see the dashed blue line in Figure 1).

The first time you plug in your SPA303, it will take a

few minutes and will reboot twice. Your phone is

ready for use once you see both of the following:

•A text logo on the screen that says

“Phone.com”

•Your phone’s extension number next to a

green line key

Don’t power-cycle your

phone if the screen

shows the firmware

updating. You might

corrupt the firmware

and cause the phone to

malfunction.

Phone.com Setup and Troubleshooting Guide

Cisco SPA303 IP Phone

Revised: May 28, 2014 Page 4 of 11

Using Your Phone

The Cisco Quick Start Guide already covers basics like placing or

answering calls, and putting a call on hold, but not these other

commonly used features.

Reviewing Your Call History

1. Press the (menu) button, then select the Call History

option.

2. Select Redial List, Answered Calls, or Missed Calls.

3. Scroll up and down to review the list of calls.

4. Scroll to the right to see the save softkey, which will save

that entry to your phone’s Directory.

Using Three–Way Conference Calls

Create a conference call at any time between an active call and a

call on hold. Conference calls are limited to three participants.

1. Place or answer your first call.

2. Press the conf softkey when you’re ready to place your

second call.

3. Press the confLx softkey when you're ready to join all calls

together.

Place your three–way conference call on hold and resume each call

independently.

1. Press the (hold) button. Your line key will flash red, and

the other two calls will hear hold music.

2. Press the line key to resume your first call.

3. Press the line key again to swap over to your second call.

4. Press the confLx softkey to resume the conference with all

lines.

Phone.com Setup and Troubleshooting Guide

Cisco SPA303 IP Phone

Revised: May 28, 2014 Page 5 of 11

End your three–way conference call using either of two methods.

1. Hang up to end the call for everyone.

2. Press the join softkey to drop out and let the other

participants continue.

Transferring Calls

Transfer calls to other extensions or phone numbers using your

Cisco SPA303 IP Phone.

1. Press the xfer softkey during a call to place it on hold.

2. Dial the transfer destination number.

3. Press the xfer key at any time to transfer the call — this

could be while you hear ringing, or after someone answers.

If you start the transfer process but change your mind, you can

resume your original call.

1. Press the cancel softkey. Your call to the transfer destination

will disconnect.

2. Press the line key to resume your original call.

Storing Personal Directory Entries

Store a list of Personal Directory Entries in your Cisco SPA303 IP

Phone for quick access. Press the dir softkey to access the options

to add to or search through the list.

Don’t forget you can add entries from your Call History lists using

the save softkey.

Additional Phone.com Features

Recording Incoming Calls

Record incoming calls using the Call Recording feature. Check

state, federal, and international laws for all parties involved before

using this feature.

Phone.com Setup and Troubleshooting Guide

Cisco SPA303 IP Phone

Revised: May 28, 2014 Page 6 of 11

Press [*][7] during an incoming call to start or stop recording, and

you’ll hear a confirmation message.

Figure 2: The Call Logs screen, showing a recording available for review

Review recordings on the Call Logs page in your Phone.com

control panel (Figure 2). Recordings will show up a few minutes

after the call ends.

Blocking Calls

Block incoming calls from unwanted callers using Phone.com’s Call

Blocking feature. With it, you can block incoming calls from specific

numbers or number patterns to your account.

Press [*][9] to block an incoming caller’s number while you’re on

the call. If you block a number by mistake, you can press [*][9]

again to undo it as long as you’re still on the same call.

Once you hear the confirmation message, you’re all set. After the

call disconnects, that caller will not be able to call again.

Phone.com Setup and Troubleshooting Guide

Cisco SPA303 IP Phone

Revised: May 28, 2014 Page 7 of 11

Figure 3: The Manage Spam Callers List screen

Visit the Manage Spam Callers List page in your Phone.com

control panel (Figure 3) to review and edit any entries you may

have.

Troubleshooting

If I Lose Power or My Internet Connection, Will I

Lose Phone Service?

Yes — if you lose power, or if your Internet service is unavailable,

you will lose phone service. Battery backup systems can help, but

remember to put all of your network and phone hardware on

battery power.

Why Do My Calls Sound Choppy?

If your calls sound choppy, or if words regularly get dropped, it

usually means you don’t have enough bandwidth between your

network and Phone.com’s servers. File transfers, streaming video,

Phone.com Setup and Troubleshooting Guide

Cisco SPA303 IP Phone

Revised: May 28, 2014 Page 8 of 11

or other heavy network activity can adversely

affect your call quality. Limit heavy Internet use

during VoIP calls if you experience this problem.

Why Don’t I Get A Dial Tone?

If the line key on your Cisco SPA303 IP Phone is orange, check the

Connecting It to Your Network section again, and make sure

everything is set up correctly.

If the phone is connected properly but the line key is still orange,

your network may be interfering with the VoIP traffic between your

phone and Phone.com’s servers. Check out the Do I Have To

Change My Network Settings or Hardware section below for some

tips.

Why Doesn’t My Phone Ring?

First, make sure your phone’s call forwarding feature (the cfwd

softkey) or Do Not Disturb feature (the dnd softkey) are disabled.

If these features are disabled but you’re still having problems

receiving calls, your network may be interfering with the VoIP traffic

between your phone and Phone.com’s servers. Take a look at the

Do I Have To Change My Network Settings or Hardware section

below for more info.

Why Do My Calls Drop After 15 Minutes?

Unlike a few of the issues above, there’s only one explanation to

this problem — and it’s the network. Head down to the Do I Have

To Change My Network Settings or Hardware section for some

guidance.

Do I Have To Change My Network Settings or

Hardware?

Although VoIP devices are designed to work with all types of

routers, you may encounter issues getting VoIP to work properly,

You can test your network

performance at our VoIP Phone

Service Test page

(www.phone.com/voiptest/)

Phone.com Setup and Troubleshooting Guide

Cisco SPA303 IP Phone

Revised: May 28, 2014 Page 9 of 11

and certain network settings or hardware might need to be

modified.

Here are some general observations and rules, based on our

experience. Consult the user guide for your network component, or

contact the manufacturer’s support department if you need specific

guidance.

Make Sure You Don’t Have A "Double NAT" Network

“Double NAT” (network address translation) is an issue where two

routers are placed one after another. This can be a common

scenario if, for example, your ISP provides a modem/router

combination device, but you’ve also added a wireless router of your

own. Although a computer behind a double NAT setup will usually

work fairly well, a VoIP phone will exhibit unusual behavior.

To resolve this issue, you’ll need to put your modem/router device

into “bridged” mode; most will allow this. This will disable all routing

(NAT) functions on the modem/router, so only your standalone

router will perform these functions. Contact your ISP if you need

specific guidance.

You could also choose to purchase a standalone modem, to avoid

hassling with the ISP’s hardware at all.

Disable the SIP Application Layer Gateway (ALG)

Originally designed to be a security component to help certain

types of traffic get through your router, most SIP ALGs actually just

make things worse.

Not all routers have SIP ALG enabled if they even have it to begin

with, but those that do interfere with VoIP traffic, often preventing

the traffic from reaching your phone correctly — or at all. We’ve

seen all of the following behavior:

•Your phone might not get a dial tone

•You could drop out in the middle of a call

•Your phone might not always ring on incoming calls

•The wrong phone might ring (if you have more than one)

•Your phone might continue to ring after being answered

Phone.com Setup and Troubleshooting Guide

Cisco SPA303 IP Phone

Revised: May 28, 2014 Page 10 of 11

If you have a router that doesn’t let you disable SIP ALG, consider

purchasing a different router that either doesn’t have SIP ALG, or

lets you disable it. Check out the table in the Network Hardware

Recommendations section for general guidelines.

If replacing your router isn’t a viable option, you could put one

phone in your router’s DMZ. Although this will expose your phone

to the open Internet, it eliminates the SIP ALG issue without

requiring you to purchase new hardware.

Network Hardware Recommendations

The table below isn’t comprehensive, but provides general

recommendations and notes for selected router manufacturers.

Apple, Cisco, DD-WRT,

Linksys, WatchGuard

XTM

Usually works with Phone.com

without any configuration

changes

Actiontec, Asus,

Comtrend, D–Link,

Motorola Netopia,

Siemens SpeedStream,

SonicWALL TZ,

SonicWALL NSA, Ubee,

Westell

Usually requires configuration

changes (i.e., bridging or

disabling SIP ALG)

2Wire, Arris, Belkin,

NetGear, SMC, ZyXEL

Incompatible with Phone.com

service

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