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Cisco SPA Phones and BroadWorks Service Provider Playbook

1. Document Overview and Goals

The goals of this document are to: • Reduce the effort involved for Service Provider’s testing staff charged with getting the phones up and

running for the first time • Provide a Service Provider’s testing staff with a step-by-step process that describes how to bring up for

certification purposes, a Cisco SPA phone in a lab environment • Provide readiness material about piloting Hosted VoIP services

The document does not cover all possible configurable features on the phone, but rather, focuses on the basic requirements to get a phone up and running allowing the certification process in a Service Provider’s lab to start as soon as possible. In the event that you want a deeper understanding on an issue, use this document of links to efficiently locate phone and configuration related collateral

2. Provisioning Process 2.1. Overview

As shipped from Cisco, the phones support Cisco Discovery Protocol (CDP), Link-Layer Discovery Protocol – Media Endpoint Discovery (LLDP-MED), and the Dynamic Host Configuration Protocol (DHCP). Where CDP or LLDP-MED, DHCP, and a provisioning server are available, provisioning a new phone is as simple as plugging it into the LAN. No configuration is required. Generally speaking, there are two provisioning options available to you for lab use. The options are:

• Manual—using hand-generated phone configuration files • Broadsoft Device Manager Provisioning—Broadsoft Device Manager will automatically phone

configuration files

SPA Provisioning

Manual (hand/script) Provisioning

(Section 2.1) or 2.2

Broadsoft Device Manager

Provisioning(Section 2.2) or 2.1

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2.2. Network Diagram Figure 1 below provides a high level network diagram of the key element as you setup your VoIP network. For additional information related to implementation and design guides please reference this link to help you select and implement the right Routers, Switches and phones dependant on your network needs, broadband capacity, etc… http://www.cisco.com/web/partners/sell/smb/service_provider/hosted_solutions.html

2.3. Phone Provisioning Overview Cisco SPA5xx and SPA3xx IP phones support the following services by factory-default: • CDP and LLDP-MED DHCP • SIP or SPCP-mode (UC500-mode) • HTTPS, HTTP, & TFTP

2.3.1. LAN Connectivity Overview You need to know if the switch will provide the phone with power (PoE) and configure the phone accordingly. In addition, you must know if the Cisco Discovery Protocol (CDP) or the Link-Layer Discovery Protocol – Media Endpoint Discovery (LLDP-MED) are offered by the LAN switch.

2.3.2. CDP, LLDP-MED, and VLAN Overview CDP and LLDP-MED allow the Cisco switch to assign the IP phone to a voice VLAN and the attached PC to a data VLAN, thereby keeping the voice and data traffic separate

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By factory default, SPA3xx and SPA5xxG IP Phones have the Cisco Discovery Protocol (CDP) enabled. This means that when the phone boots, prior to performing a DHCP DISCOVERY, the phone searches for CDP and LLDP-MED devices by sending broadcasts to the LAN. If connected to a CDP or LLDP-MED enabled switch, the switch responds with VLAN information. If the CDP or LLDP-MED response includes voice VLAN information, the phone automatically enables VLANs and configures itself to perform DHCP DISCOVERY on the voice VLAN instead of the default (1) VLAN. If a Call Manager or UC500-like device responds to the phone’s CDP discovery, the phone will switch from its factory default of running in SIP-mode to run in SPCP-mode (UC500-mode). This means that you cannot continue with your testing which requires the phone to function in SIP-mode. You can prevent this from happening with the following settings in the phone's configuration file: <Enable_CDP ua="na">No</Enable_CDP> <SPCP_Auto-detect ua="na">No</SPCP_Auto-detect> If your phone has already switched to a voice VLAN, or has already switched to SPCP-mode, the fastest way to recover is to: a. Remove or configure the device that is affecting the phone. Alternatively disable CDP, LLDP-MED, or

SPCP detection in the phone’s configuration file. b. Factory reset the phone from the phone's LCD interface. If you're working on a phone without a display,

press the phone's setup button then type in "RESET#" (73738#) when prompted. This will cause the phone to start fresh and will not experience the same problem because you have taken one of the two step described in step #a to mitigate the issue.

In the event that you choose to deploy VLANS in your testing environment, the access switch should be configured to have an 802.1q trunk to the Cisco IP phone, containing two VLANs. One VLAN is for voice traffic, the other for PC traffic. The switch will prioritise traffic in the voice VLAN over data traffic from the connected PC. Cisco Discovery Protocol (CDP) and Link-Layer Discovery Protocol – Media Endpoint Discovery (LLDP-MED) support the separation of the traffic streams and automatic VLAN assignment to the phone. Verification: Identify which mode a phone is running in as follows: • Working on the phone:

o SPA525G—Press the setup button > Device Administration > Call Control Settings > Signaling Protocol:

o SPA303 / SPA50xG—Press the setup button > Call Control Settings > Signaling Protocol [not valid for SPA501G, has no display]

o SPA301 / SPA501G—Press the * button 4 times > 9 (help) > 2 (protocol) > 1 (call control protocol) to hear the call control protocol announced

2.3.3. IP Addressing and DHCP Overview You must understand how the phone acquires its IP address. You will need to configure the DHCP server in order to affect the DHCP OFFER that the DHCP server sends in response to the phone’s DHCP DISCOVER. Here’s an overview of the phone’s boot process: http://www.youtube.com/watch?v=76IMzvfpsx8 If you DHCP server resides on a different VLAN, you will need to configure DHCP helper on your switch to forward the phone’s DHCP DISCOVER broadcasts to the appropriate DHCP server.

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2.3.4. DHCP Server Requirements Cisco SPA5xx and SPA3xx IP phones obtain their IP information from a local DHCP server. DHCP servers can be a dedicated server or a Cisco router. DHCP information must include the following:

• DHCP option #1 IP subnet Mask • DHCP option #3 Router / Default IP gateway • DHCP option #6 DNS server IP address • DHCP option #50 IP address • DHCP option #66 TFTP server name or IP address [RFC2132]

And can also include the following optional information: • DHCP option #2 Time Offset in seconds from UTC • DHCP option #7 Log server • DHCP option #15 Domain name • DHCP option #42 NTP servers names or IP addresses • DHCP option #58 Renewal Time Value • DHCP option #59 Rebinding Time Value • DHCP option #150 TFTP server IP address [Cisco] • DHCP option #151 Unassigned • DHCP option #159 Unassigned • DHCP option #160 FTP server IP address

NOTE: Cisco SPA5xx and SPA3xx IP phones are shipped expecting DHCP Option #66, 150, 159, or 160 to provide the HTTPS, HTTP, or TFTP server IP address. Verification: Identify a phone’s IP address in any of the following ways: • Working on the phone:

o SPA525G—Press the setup button > Status > Network Status o SPA303 / SPA50xG—Press the setup button > Network [not valid for SPA501G, has no display] o SPA301 / SPA501G—Press the * button 4 times > 110# to hear the IP address

• Working on the DHCP server: Search the DHCP server’s address pool for the phone’s MAC address

2.4. Phone Configuration File/s Once the phone has acquired power, decided what mode to run in, and received an IP address, it will look to the network to supply configuration information based on the DHCP OPTION information received. The Cisco SPA5xxG and SPA3xx IP phone configuration file/s appear intimidating at first, but they’re really very simple. They look complex because of all the available options. The phones can use any of the following: • No configuration file • A single configuration file • Multiple configuration files • A redirect file and a configuration file • A redirect file and multiple configuration files • Any combination of configuration files that works best for your business

The simplest way to configure the phones is manually, without using any configuration files. Simply access the phone’s web-user interface (web-UI) at http://phoneIPaddress/admin/advanced and configure the desired parameters. This method of course will not scale and becomes tedious when configuring more than a handful of phones. Once a phone has been configured, its configuration can be extracted with a browser, copied to a file, and made available to the phone via HTTPS, HTTP, or TFTP. The file can also be modified and used on other phones. The URL to accomplish this is http://phoneIPaddress/admin/spacfg.xml A popular way to hand-build a configuration file for the phones is using the SPC-generated xml template as a source of XML strings for the configuration file. The SPC and template files are described and provided here and linked to from this document

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NOTE: The goal it not to use the entire file, use only the lines that you absolutely must change on a factory-defaulted phone. The phones ship with “sane” defaults, so you only need to supply registration information and the like. For initial lab usage, expect to use about 15 lines of parameters, see below the diagram for an example: Once a configuration file is built, place it on your provisioning server, and configure your DHCP server to send an appropriate OPTION 66, 159, 160, or 150 in the DHCP OFFER that it sends the phone. For example, using the following diagram, the DHCP server should be configured as follows: option 66 ascii “http://provServerNameOrIPaddress/path/xml-directory/spa$MA.xml” The phone, on receiving the DHCP OPTION will to use the specified protocol, HTTP in this example, and send a request to the provServerNameOrIPaddress server for path/xml-directory/spa<MACofPhone>.xml This is all there is to provisioning with a configuration file. Following is an example directory structure for SPA5xxG IP phones where a redirect (spa502G.cfg) file and a single configuration file (spa0025848a112.xml) is used:

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Following is an example of the contents of a simple configuration file: <?xml version="1.0" encoding="UTF-8" standalone="yes"?> <flat-profile xmlns="http://www.sipura.net/xsd/SPA50xG-SIP" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.sipura.net/xsd/SPA50xG-SIP http://www.sipura.net/xsd/SPA50xG-SIP/SPA50xG-SIP-7-4-6.xsd"> <Primary_NTP_Server ua="na">pool.ntp.org</Primary_NTP_Server> <Time_Zone ua="na">GMT-06:00</Time_Zone> <Resync_Periodic>120</Resync_Periodic> <SPCP_Auto-detect ua="na">No</SPCP_Auto-detect> <Enable_CDP ua="na">No</Enable_CDP> <Profile_Rule>http://192.168.2.244/xml/Broadsoft/spa$MA_bsoft.xml</Profile_Rule> <Primary_DNS ua="rw">8.8.4.4</Primary_DNS> <Secondary_DNS ua="rw">8.8.8.8</Secondary_DNS> <Proxy_1_ ua="na">mySIPproxy.com</Proxy_1_> <User_ID_1_ ua="na">4085558001_1</User_ID_1_> <Password_1_ ua="na">4085558001</Password_1_> <Use_Auth_ID_1_ ua="na">Yes</Use_Auth_ID_1_> <Auth_ID_1_ ua="na">4085558001</Auth_ID_1_> </flat-profile>

2.5. Manual Provisioning

Before you begin provisioning, address the following to make the process as efficient as possible: • PoE: Yes or no? If no, you will need to purchase a PA100 power supply for each phone. • Using VLANS? If no, your testing environment will be easier to configure. If yes, you will need to

know the VLAN numbers for voice and data. If you are using CDP or LLDP-MED enabled switches to connect the phones then the switches will take care of VLAN issues.

• DHCP: You will need access to the DHCP server or have the server’s administrator make changes for you.

• Network sniffer system such as Wireshark on a laptop available? Being able to see what the phone is requesting and receiving is invaluable during the initial setup process.

• Web server access? You will need access to the web server’s file system in order to put phone configuration files in place.

Verification: View the phone’s current configuration in any of the following ways: • Working on the phone:

o Phones with LCD panel—Press the setup button > navigate to the parameter of interest o Phones without display—Press the * button 4 times > Details here

• Viewing the phone’s web-user interface (web-UI) http://PhoneIP/admin/advanced

• Retrieving the phone’s configuration http://PhoneIP/admin/spacfg.xml

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2.6. Troubleshooting tips SIP and the Cisco SPA5xxG IP phones rely heavily on network connectivity. Without a functional network, there is no phone service.

2.6.1. DHCP:

A SPA525G will power up/reboot successfully without an available DHCP server. The phone will have no IP address. Without an IP address, the phone cannot work.

• A SPA50xG will power up/reboot successfully without an available DHCP server. The phone will use its last known IP address.

2.6.2. DNS: For initial lab testing, you can use IP addresses, but as your deployment grows you will need to move to using DNS. If a phone receives no response to DNS queries, the phone continues to retry DNS until a response is received. The SPA525G phone will not be responsive to input until DNS responses are received. The SPA50xG phone will display "Checking DNS" until DNS responses are received. Once DNS responses are received, the phone will play back all buffered keyboard input and revert to normal behavior.

2.6.3. Network Issues: Phone functionality ceases when the network experiences outages. Simulate this in a lab so you can get used to the symptoms. With configured and registered phones, disconnect a network cable to simulate a severe network problem. Try place calls and observe how the phones behave. Getting acquainted with the way phones behave when experiencing network connectivity issues will help you solve many mystery "phone" problems.

2.7. HTTPS / SSL:

Keep things simpler in your lab by not initially configuring HTTPS. If you start your configuration efforts with HTTPS as the protocol, you will not be able to understand any data that Wireshark displays from the network. Once the provisioning and configuration is complete, HTTPS can be enabled without impacting your efforts. Once you have a firm understanding of the provisioning process, you should move to a more secure method of provisioning the phones. Using secure socket layers (SSL), HTTPS is the way to accomplish this. Work with your web server administrator to read the following and initiate the certificate signing request (CSR) process, described here.

Overview of switching to HTTPS: 1. Send in the CSR 2. Install the Cisco-signed certificate on the provisioning server 3. Configure authentication on the provision server for maximum security 4. Change the DHCP server’s offer from:

option 66 ascii "ascii http://192.168.2.244/xml/spa$MA.xml

To: option 66 ascii "ascii "https://192.168.2.244/xml/spa$MA.xml"

5. Edit the phones’ configuration files profile rule line from: Profile_Rule>http://SERVER_and_PATH/PHONE_CONFIG_FILE</Profile_Rule>

To: Profile_Rule>https://SERVER_and_PATH/PHONE_CONFIG_FILE</Profile_Rule>

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2.7.1. Phone Firmware Upgrade Verify that your phones are running the latest generally available (GA) firmware. Visit the phone’s web-UI and view the Info tab to determine the version of firmware loaded on the phone. Alternatively, view the phone’s firmware version by using the phone’s display, pressing the setup button > Status > Product Information Current firmware is available from cisco.com from here. Release notes are available from here. The phones only have one firmware image. Nothing else is required. One firmware image serves the SPA301, SPA303, SPA501G, SPA502G, SPA504G, SPA508G, and SPA509G phones. One firmware image serves the SPA525G and SPA525G2 phones. There are multiple ways to upgrade the phone’s firmware. Use any one of the following: SPA525G: click upgrade in the phone’s web-UI SPAxxx:

• Run the <firmwareVersion>.exe file to upgrade individual phones • SPAxxx: http://phoneIPaddress/admin/upgrade?http://serverIPaddress/pathTofiles/firmwareVersion.bin • Configuration file: • <Upgrade_Rule ua="na">http://serverIPaddress/pathToFirmware/spaPhoneTypeVersion.bin</Upgrade_Rule>

Verification: Determine the version of firmware running on a phone in any of the following ways: • Working on the phone:

o SPA525G—Press the setup button > Status > Product Information o SPA303 / SPA50xG—Press the setup button > Product Information

[not valid for SPA501G, has no display] o SPA301 / SPA501G—Press the * button 4 times > 150# to hear the IP address

• Working on the phone’s web-UI: Voice tab > Info tab > Product Information > Software Version:

• Retrieving from the phone: http://PhoneIP/admin/spacfg.xml > Software_Version:

• Viewing a phone SIP REGISTER request: SIP message header > Contact Header > User-Agent:

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2.8. Sample XML Configuration File Basic provisioning involves configuring your DHCP server to point to your TFTP/HTTP/HTTPS server with OPTION 66, 159, or 160. For example:

option 66 ascii "http://192.168.2.244/xml/spa$MA.xml"

To function with the suggested OPTION 66, you need to place a file, named for each phone's MAC address, in the server's /xml directory. For example:

When initially getting used to provisioning SPA phones, a best practice is to work with the least amount of lines as is possible. Working this way reduces syntax errors and other human-induced faults from the phone's configuration file. Documentation for each of the parameters described below is located in the Provisioning Guide: https://supportforums.cisco.com/docs/DOC-13588 Following is a sample template file that you can copy, paste, rename, and modify for your provisioning server. Comments start with <!-- and end with --> and can be removed, along with empty lines: <?xml version="1.0" encoding="UTF-8" standalone="yes"?> <flat-profile xmlns="http://www.sipura.net/xsd/SPA50XG-SIP" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.sipura.net/xsd/SPA50XG-SIP http://www.sipura.net/xsd/SPA50XG-SIP/SPA50XG-SIP-7-4-6.xsd"> <!-- The line above this comment is required, do not leave it out --> <!-- Keep things simple for now by disabling CDP and SPCP auto-detect because you don't want to use a voice VLAN and plan to deploy in SIP-mode --> <Enable_CDP ua="na">No</Enable_CDP> <SPCP_Auto-detect ua="na">No</SPCP_Auto-detect> <!-- Define a fake debug server so you can search with WireShark Set debug level 3 for verbose debug for use while you troubleshoot --> <Debug_Server ua="na">10.10.10.10</Debug_Server> <Debug_Level ua="na">3</Debug_Level> <!-- Set the Resync_Periodic to be relatively short during testing to allow you to verify that the resync process is functioning properly --> <Resync_Periodic ua="na">300</Resync_Periodic> <!-- The Profile_Rule settings must match your Apache server's configuration and file naming conventions, for example: --> <!-- <Profile_Rule>http://192.168.2.244/xml/Broadsoft/BLF/spa$MA_bsoft_BLF.xml</Profile_Rule> --> <Profile_Rule>http://SERVER_and_PATH/PHONE_CONFIG_FILE</Profile_Rule> <!-- This is the name that the phone displays at the top-right of the status bar --> <Station_Display_Name ua="na">408-555-1212</Station_Display_Name> <!-- You need to configure at least one extension to test registration --> <Extension_1_ ua="na">1</Extension_1_> <!-- This name appears to the side of the configured line key's LED --> <Short_Name_1_ ua="na">1212</Short_Name_1_> <!-- not a shared line --> <Share_Call_Appearance_1_ ua="na">private</Share_Call_Appearance_1_> <Share_Ext_1_ ua="na">private</Share_Ext_1_> <!-- This is your SIP proxy that your phone registers to --> <Proxy_1_ ua="na">MY-SIP-PROXY.FQDN</Proxy_1_> <Register_Expires_1_ ua="na">290</Register_Expires_1_> <!-- Will display in SIP headers viewed with WireShark --> <Display_Name_1_ ua="na">Fred-1212</Display_Name_1_>

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<!-- User registration credentials --> <User_ID_1_ ua="na">4085551212</User_ID_1_> <Password_1_ ua="na">MYSECRET</Password_1_> <Use_Auth_ID_1_ ua="na">No</Use_Auth_ID_1_> <Auth_ID_1_ ua="na"></Auth_ID_1_> <!-- the next line is mandatory --> </flat-profile>

Following is a template without comments and white space: <?xml version="1.0" encoding="UTF-8" standalone="yes"?> <flat-profile xmlns="http://www.sipura.net/xsd/SPA50XG-SIP" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.sipura.net/xsd/SPA50XG-SIP http://www.sipura.net/xsd/SPA50XG-SIP/SPA50XG-SIP-7-4-6.xsd">

<Enable_CDP ua="na">No</Enable_CDP> <SPCP_Auto-detect ua="na">No</SPCP_Auto-detect> <Debug_Server ua="na">10.10.10.10</Debug_Server> <Debug_Level ua="na">3</Debug_Level> <Resync_Periodic ua="na">300</Resync_Periodic> <Profile_Rule>http://SERVER_and_PATH/PHONE_CONFIG_FILE</Profile_Rule> <Station_Display_Name ua="na">408-555-1212</Station_Display_Name> <Extension_1_ ua="na">1</Extension_1_> <Short_Name_1_ ua="na">1212</Short_Name_1_> <Share_Call_Appearance_1_ ua="na">private</Share_Call_Appearance_1_> <Share_Ext_1_ ua="na">private</Share_Ext_1_> <Proxy_1_ ua="na">MY-SIP-PROXY.FQDN</Proxy_1_> <Register_Expires_1_ ua="na">290</Register_Expires_1_> <Display_Name_1_ ua="na">Fred-1212</Display_Name_1_> <User_ID_1_ ua="na">4085551212</User_ID_1_> <Password_1_ ua="na">MYSECRET</Password_1_> <Use_Auth_ID_1_ ua="na">No</Use_Auth_ID_1_> <Auth_ID_1_ ua="na"></Auth_ID_1_>

</flat-profile>

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2.9. Configuring the phone features on Broadworks/Broadsoft and updating the phone MAC file(s) 2.9.1. Configuring a Broadsoft User

You need to retrieve some user information from Broadsoft in order to register a phone with the user's credentials. This section only applies if you have not deployed Broadsoft's Device Manager (DM).

1. Log in to the Broadsoft Application Server as the Default Administrator. 2. Navigate to System > Profile > Users

3. Search and select the user for which the phone will be configured. 4. Assign the user with appropriate services:

5. Note: If you do not deploy authentication, you need to use the user's password from the Profile

> Passwords page.

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Configure authentication, if applicable. User > Utilities > Authentication:

6. Take note of the Authentication User Name, you need this for the phone's

<Auth_ID_1_ ua="na">MyAuthPwd</Auth_ID_1_> field if the following is set to yes on the phone: <Use_Auth_ID_1_ ua="na">Yes</Use_Auth_ID_1_> field.

7. Click OK if you made any changes. 8. Navigate to Profile > Profile and take note of the User ID. You will use the number part before

the @ for the phone's registration.

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Example: User ID: 4085551212@MY_BW_SERVER.FQDN, you will use the 4085551212 as follows in the phone's configuration file: <User_ID_1_ ua="na">4085551212</User_ID_1_>

The phone will now be able to register to the Broadworks server. 2.9.2. Configuring Busy Lamp Field, Call Pickup, and Speed Dials

Refer to the Busy Lamp Field Application Note available at: https://supportforums.cisco.com/docs/DOC-9977

2.9.3. Configuring Feature Access Codes (FAC), Star Codes, & Vertical Service Activation Codes Be aware that Broadsoft implements Feature Access Codes that allow users to press the star (*) and or pound (#) key and a numeric code to activate a feature. In addition, the SPA3xx and SPA5xxG IP phones allow users to press the star (*) key and a numeric code to activate a feature. These codes are defined in the Vertical Service Activation Code section on the phones. You can use a mix of Broadsoft FACs and Vertical Service Activation Codes as long as you change or blank out the code on the device that you do not want to use. For example if you want to use Broadsoft's *98 FAC for Call Pickup, you must remove the *98 Blind_Transfer_Code on the phone's Vertical Service Activation Code list as follows: Change from: <Blind_Transfer_Code ua="na">*98</Blind_Transfer_Code Change to: <Blind_Transfer_Code ua="na"></Blind_Transfer_Code Refer to the Busy Lamp Field Application Note for additional examples and verification information.

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2.10. Using Broadsoft Device Manager Following is a flowchart that provides an overview of the Broadsoft Device Manager process:

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The Cisco CPE kits can be downloaded from the Broadsoft XChange, login required: http://xchange.broadsoft.com

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3. References and Resources

3.1. SPA IP Phone Documentation Map This document pulls together all SPA phone documentation, technical discussions, and available training https://supportforums.cisco.com/docs/DOC-13588

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3.2. Hosted Small Business Solution (HSB) Resources 3.2.1. Guest Access: http://cisco.com/go/hsb

Limited resources with guest access

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3.3. Partner Access

Click Log in to access additional resources:

<end>

Additional resources when logged in