Cisco Small Business SPA 301 User manual

Phone.com Setup and Troubleshooting Guide
Cisco SPA301 1-Line IP Phone
1 / 8 Revised: 30 October 2012
Setup and Troubleshooting Guide
Cisco SPA301
1-Line IP Phone

Phone.com Setup and Troubleshooting Guide
Cisco SPA301 1-Line IP Phone
2 / 8 Revised: 30 October 2012
Introduction
This guide contains instructions to help you in the setup of your Cisco SPA301 1-Line IP Phone. It
describes some of the features your IP phone and your Phone.com service provide, so you can take
advantage of what the two together have to offer you. This guide also covers some of the more common
problems you might run into, which typically arise from your network’s configuration.
So that you understand the features and potential issues beforehand, you should thoroughly review this
guide along with the Cisco Quick Start Guide, which you can find in the box or on Cisco’s website. You
can also reference Cisco’s full User Guide for additional information.
Expect to spend about 15-20 minutes getting your SPA301 set up and ready to use. Once it is set up,
your phone will work in nearly the same way as your typical home phone. Some familiarity with
networking may be required, particularly if you have to change the configuration or any network settings.
Device Setup
•Using the Ethernet cable that came with your SPA301, connect the WAN port of your IP phone to
an available LAN port on your router.

Phone.com Setup and Troubleshooting Guide
Cisco SPA301 1-Line IP Phone
3 / 8 Revised: 30 October 2012
Booting Up Your Phone
Once you have connected the SPA301 to your network, plug your IP phone
into a power source.
It will take about two to three minutes to fully boot. After that period, the
status indicator should be off. If the status indicator is not off, refer to the
“Status Indicator” section below to interpret the meaning.
Once the status indicator is off, you are ready to start making calls.
Features
Status Indicator
The LED color and behavior indicates the phone or message status.
•Off:You can make a call (normal state).
•Red (solid):You have a new voicemail message.
•Red (fast blinking):You have an incoming call.
•Red (slow blinking):You have a call on hold.
•Red (series of two fast blinks):Your phone has temporarily lost its Ethernet connection.
•Orange (solid):Your phone is not registered to the system. This occurs when the phone is
rebooting and has not yet registered. If this remains lit for more than ten minutes, contact
Phone.com Support.
•Orange (slow blinking):Your phone is downloading firmware. Do NOT power-cycle your device.
•Orange (fast blinking):Your phone’s firmware is upgrading. Do NOT power-cycle your device.
•Orange (series of two fast blinks):Your phone has permanently lost its Ethernet connection.
Once the phone is reconnected, it will reboot.
•Green (slow blinking):Call Forwarding or Do Not Disturb is turned on. You will also hear a
”stutter” dial tone when you pick up the phone.
Message Waiting Indicator (MWI) and Voicemail
When you have a new message waiting in your inbox, the status indicator will be solid red and you will
hear a fast “stutter” tone when you pick up the phone. To listen to voice messages:
1. Pick up the phone.
2. Press the Voicemail button, or dial [#][8][6].
3. Follow the voice prompts to listen to your messages.
Placing A Call On Hold
1. Press the Flash button during an active call.
2. The status indicator will slowly blink red, and you may now hang up the handset.
Transfer
You can transfer incoming calls to other numbers or extensions, although you cannot transfer outbound
calls. For example, if you receive a call on your Phone.com extension, but you want another party to
continue the conversation, take advantage of this option.
1. While on the call, press [*][2]. You will hear: “Transfer.”
2. Dial the number you want to transfer your call to.
3. Once you hear ringing, you can either hang up immediately, or speak with the new party and then
hang up when you are ready.
4. Once you hang up, you are removed from the call and the two other parties are connected.
Do NOT power-cycle
your device during
the boot-up process.
You may corrupt the
firmware and cause
the device to
malfunction.

Phone.com Setup and Troubleshooting Guide
Cisco SPA301 1-Line IP Phone
4 / 8 Revised: 30 October 2012
Transfer (cont.)
Tip: Transfer calls directly to an extension’s voicemail by dialing [*] and the extension number.
Do Not Disturb (DND)
You can prevent any calls from ringing your phone by enabling the DND feature. For instance, if you do
not want to be bothered during dinner, this is a useful feature.
1. Pick up your phone.
2. Dial [*][7][8] to activate DND.
3. The status indicator will slowly blink green and you will hear a slow “stutter” tone when you pick
up the phone.
4. To disable, dial [*][7][9].
Forwarding
You can forward any calls to another destination by enabling the forwarding feature. For example, this
might be convenient if you suddenly need to step away from your home or office phone, but still want to
receive your calls to your cell phone.
1. Pick up your phone.
2. Dial [*][7][2] to activate.
3. You will hear a high-pitched dial tone.
4. Enter the destination extension or number.
5. If your entry is accepted, the status indicator will slowly blink green and you will hear a slow
“stutter” tone when you pick up the phone.
6. Dial [*][7][3] to deactivate.
Call Blocking
Call Blocking allows you to block incoming calls from unwanted callers. Phone.com enables blocking
incoming calls from unknown numbers to a specific phone number in your account. The Call Blocking
feature also allows you to globally block incoming calls from a specific caller to all numbers in the
account.
1. Dial [*][9] to block a number while on the call. You will hear: “This caller has been blocked.”
2. Upon disconnecting the call, that caller will not be able to call again.

Phone.com Setup and Troubleshooting Guide
Cisco SPA301 1-Line IP Phone
5 / 8 Revised: 30 October 2012
Call Blocking (cont.)
Anonymous calls cannot be blocked. To block callers with hidden caller ID, refer to the “Numbers” section
of your Phone.com Control Panel.
If you blocked a number by mistake:
●Dial [*][9] again if you are still on the call. You will hear: “This caller has been unblocked.”
●Or, visit the Call Logs section in your Phone.com Control Panel, then click “Call Blocking
Settings.”
Call Recording
As a Phone.com user, you have the ability to record incoming calls. However, please check your current
state and the other party’s state and Federal laws before using this feature.
●Dial [*][7] to start recording. You will hear: “Recording is now on.”
●Dial [*][7] again to stop recording. You will hear: “Recording is now off.”

Phone.com Setup and Troubleshooting Guide
Cisco SPA301 1-Line IP Phone
6 / 8 Revised: 30 October 2012
Call Recording (cont.)
To review the recording, visit the Call Logs section in your Phone.com Control Panel. Please allow a few
minutes after the call ends for the recording to be available.
Troubleshooting
If I lose power or my internet connection goes down, will I lose phone service?
If you lose power, or if your internet service is unavailable, you will not have phone service.
Why do I not hear a dial tone?
•If the status indicator is lit, refer to the “Status Indicator” section above to interpret the meaning.
•If the status indicator is not lit, make sure that the power adapter is correctly connected.
Why do my calls have choppy audio, or drop words intermittently?
If you experience choppy audio, this is usually an indication of insufficient bandwidth. The bandwidth
available for your Voice over Internet Protocol (VoIP) calls can be reduced by file transfers, streaming
video, online gaming, or other heavy network activity. For best call quality, it is recommended you limit
heavy network or Internet activity during VoIP calls.
Why does my phone not ring?
Make sure that your phone’s call forwarding or DND features are disabled. If the status indicator slowly
blinks green and you hear a slow “stutter” tone when you pick up the phone, one of those features is
enabled.
If you still have issues after checking these features, certain network configurations can prevent your
phone from receiving VoIP traffic properly. See the “How should I set up my network?” section below
for some tips.
Why do my calls drop after 15 minutes?
Certain network configurations can prevent your phone from receiving VoIP traffic properly. See the “How
should I set up my network?” section below for some tips.
You can test your network VoIP performance at:
http://www.phone.com/customer-support/test-your-network-voip-performance/

Phone.com Setup and Troubleshooting Guide
Cisco SPA301 1-Line IP Phone
7 / 8 Revised: 30 October 2012
How should I set up my network?
Your network will consist of a variety of components, each with its own unique features and
configurations. Though VoIP devices are designed to work with all types of routers, you may encounter
special issues with getting your network to work with VoIP properly and certain features of your network
might need to be modified.
Here are some general rules for configuring your network. Consult the user guide for your network
component, or contact the manufacturer’s support department if you need specific guidance.
Disable any SIP Application Layer Gateway (ALG) features.
Routers with SIP ALG enabled can interfere with SIP VoIP packets, preventing them from reaching
your device, or routing them incorrectly. This means your VoIP device might drop out in the middle
of a call, not ring on incoming calls, or the wrong device might ring (if you have more than one).
If you have a router where this feature cannot be disabled:
●Consider putting your VoIP device in the router’s DMZ. (Consult the user guide for your
router for specific guidance.) Though this will expose that device to the internet, it
eliminates the SIP ALG issue for it, while still using your existing network hardware. Most
consumer routers can only assign one IP address to the DMZ.
●Consider purchasing a router where disabling this feature is possible. This way your VoIP
device can remain behind the protection of the router’s firewall.
Make sure your network is not “double-NAT”ted.
Network Address Translation (NAT) is what a router does to get traffic to your computer. “Double-
NAT” is an issue where two routers are placed one after another. This can be a common issue if,
for example, someone adds a router to a network that already has a modem/router combination
device.
A computer that is behind a double-NAT setup can usually still browse the web, while other
activities like sending and receiving email might be problematic. More advanced applications—like
VoIP—are not likely to work at all.
To resolve this issue, you will need to put the modem/router device into “bridged” mode. Most
modem/router combination devices will allow this. This will disable all routing and NAT functions on
the modem/router, so only the standalone router will perform these functions.
DSL modem/routers may support “half-bridged” mode, where the modem will take care of the login
authentication but leaves the NAT functions to the standalone router. If “half-bridged” mode is not
possible, select “bridged” mode instead, and input the login authentication details into the
standalone router. Contact your internet service provider if you need specific guidance.

Phone.com Setup and Troubleshooting Guide
Cisco SPA301 1-Line IP Phone
8 / 8 Revised: 30 October 2012
Additional Support
In the end, this guide should help you get your Cisco SPA301 IP Phone up and running with your
Phone.com service, and help you use some of its basic features.
Hopefully, the Troubleshooting section helped if you experienced any issues with setting up or using your
IP phone. If you still have any questions or require further assistance, you can reach Phone.com
Customer Care 24×7. Simply send an email to [e-mail], visit us on the web at
https://www.phone.com/customer-support/, or call us at 1-800-998-7087.
Thank you for reviewing this information!
© 2012 Phone.com, Inc. All rights reserved
Cisco, the Cisco logo, and Cisco images are trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other
countries. Third party trademarks mentioned are the property of their respective owners.
The Crystal Project and Open Icon Library icons are licensed under the GNU General Public License.
OSA Icon Library files are licensed under the Creative Commons ShareAlike license.