Tools and Services for Managing and Troubleshooting Devices


Topic Last Modified: 2012-06-21

The primary tools for managing and monitoring IP phones are the new Lync Server Control Panel, the new Lync Server Management Shell, and the Device Update Web service. This topic provides details about this service, these tools, and other key device-related tools and services.

Tool/Service Purpose Location Documentation

Lync Server Control Panel

(New) Useful when planning to deploy devices and when updating and monitoring IP phones. This is the management console for Lync Server. For devices, you can use Lync Server Control Panel to set up dial plans, voice policies, call routes, device logs, and personal identification numbers (PINs) and to start Web Services and manage device updates.

Open a browser window, and then enter the Admin URL to open the Lync Server Control Panel. For details about the different methods you can use to start Lync Server Control Panel, see Open Lync Server Administrative Tools.

Lync Server Control Panel

Lync Server Management Shell

(Updated) Useful when planning to deploy devices, and when troubleshooting. This is the Windows PowerShell command-line interface, from which you can use cmdlets to set up contact objects and policies for devices.

Start the Lync Server Management Shell: Click Start, click All Programs, click Microsoft Lync Server 2010, and then click Lync Server Management Shell.

Lync Server Management Shell

Device logs

Useful when provisioning, monitoring, and troubleshooting devices.

Update Web Services and then browse to the correct folder.

Updating Devices

Device Update Web service

Useful when deploying new devices and when Microsoft releases updates to device software. This service allows you to download updates from the Microsoft website, test them, and deploy them. You can also roll back to previously installed software versions.

Lync Server Control Panel or Windows PowerShell.

Updating Devices

IP Phone Inventory Report tool

(New) Useful when monitoring and troubleshooting issues on IP phones. This tool allows you to create reports.

Monitoring Server Reports. For details see Using Monitoring Server Reports.

The “Improved Monitoring Capability” section in What's New for Devices in the Getting Started documentation

Power-on self test (POST)

(New) Useful when monitoring and troubleshooting issues on the new IP phones (that is, the Aastra 6721ip common area phone, Aastra 6725ip desk phone, HP 4110 IP Phone [common area phone], HP 4120 IP Phone [desk phone], Polycom CX500 IP common area phone, Polycom CX600 IP desk phone, and Polycom CX3000 IP conference phone). This tool allows you to test the health of the DDR2 RAM.

On the device. (While the device is starting up, press * + 7 to start POST. If the test passes, the startup process continues. If the test fails, the preboot code returns an error message (for example, “POST Failed. Device cannot start”) and the startup process ends.)

Not applicable

Monitoring Server Reports

Useful when monitoring and troubleshooting issues related to user activity and media quality. There is a Quality of Experience (QoE) report for user activity that searches for call detail records (CDRs) based on user account name and another report for media quality that searches individual detail records for signal values captured from the user’s device microphone or speaker.

Monitoring Server Reports

Deploying Monitoring Server Reports in the Deployment documentation

Reset (Hard, Factory)

(New) Useful when troubleshooting issues on the new IP phones (that is, the Aastra 6721ip, Aastra 6725ip, HP 4110, HP 4120, Polycom CX500, Polycom CX600, and Polycom CX3000). The Hard Reset lets users delete all user-created data (such as device logs, registry settings, and credentials). The factory reset lets users revert the device back to the last working software version, in the event that the phone is updated to a version that is problematic and causing issues for the users.

On the device, while the device starts up:

A Hard Reset is triggered by holding down * and #. A Factory Reset is triggered by holding down 4 and 6.

Not applicable