This course equips you with the knowledge and skills required to troubleshoot Unified Communications (UC) systems and solutions in enterprise, mid-market, and commercial deployments. You'll learn problem triage, as well as troubleshooting methodology, resources, tools, and fixes at the integrated system/solution level. You will cover troubleshooting components, such as Cisco Unified Communications Manager (CUCM), Cisco Unity, videoconferencing, and network infrastructure.
We have refocused the standard TVOICE labs to give you hands-on experience troubleshooting a realistic North American dial plan to better simulate the environment you work in every day. You will troubleshoot a network with:
A different area code deployed simulating the North American Dial Plan (NADP)
Variable-length on-net dial plan supporting multiple sites with overlapping extensions
Headquarters in North America with multiple branches in North America and Europe
Local route groups and global transformations
Every student pod includes:
IP Phones preconfigured
A full variable-length on-net dial plan as described in Cisco's UC System Release 8.x SRND, including line/device Class of Service:
Headquarters location with PRI, FXO, and SIP trunk connectivity to PSTN
Branch A and Branch B locations with overlapping extensions
Frankfurt location with European dial plan
Local route groups deployed
Global transformation patterns used for digit manipulation
A full E.164 globalized dial-plan
Locations and regions
Device pools
Device mobility, extension mobility, and unified mobility mobile voice access
Media resources, resource group,s and resource group lists
SRST, COR, and media resources deployed on routers
SIP, H.323, MGCP, and Gatekeeper included
New CUCM 8.0 features, such as SAF and SIP precondition
What You'll Learn
A systematic methodology to troubleshoot Cisco UC systems
Knowledge of tools and reports that help isolate UC system problems
Use troubleshooting and monitoring tools
Troubleshoot common gateway and endpoint registration issues
Troubleshoot CUCM availability issues
Investigate database replication issues
Troubleshoot LDAP integration issues
Diagnose and resolve a call setup issue
Examine on-premises single-site calling issues
Troubleshoot on-net multisite calling issues
Investigate off-net calling issues
Troubleshoot SAF and CCD
Diagnose and resolve device mobility, extension mobility, and unified mobility issues
Investigate CUCM native presence issues
Troubleshooting MOH, MTP, conferences, and transcoder issues
Diagnose and resolve issues with RSVP agents
Troubleshoot the quality of both voice and video streams
Troubleshoot a globalized E.164 dial plan
Course Outline
1. UC Troubleshooting
Identifying UC Deployments
Troubleshooting Methodology
Troubleshooting and Monitoring Tools
2. CUCM Troubleshooting
Common Gateway and Endpoint Registration Issues
CUCM Availability Issues
Database Replication Issues
LDAP Integration Issues
3. Troubleshooting Call Setup Issues
Examining Call Setup Issues and Causes
On-Premises Single-Site Calling Issues
On-Net Multisite Calling Issues
Off-Net Calling Issues
4. Troubleshooting SAF and CCD Issues
5. Troubleshooting CUCM Features and Application Issues
Device Mobility Issues
Extension Mobility Issues
Unified Mobility Issues
CUCM Native Presence Issues
6. Troubleshooting Voice Quality and Media Resources Issues
MOH Issues
MTP Issues
Issues with Conferences
Transcoder Issues
Issues with RSVP Agents
Voice Quality Issues
Labs
Our investment in enhanced and exclusive labs means you get the experience you need using current software and hardware in North America.
UC labs are based on pods. Two students form a team and have control of one pod, referred to by the number N. The logical topology for a Global Knowledge UC pod is illustrated in the lab topology diagram for this course. A central Call Manager cluster deployed by your instructor is used to provide an IP telephony test environment that includes a simulated PSTN complete with 3-digit service codes, overlapping 7- and 10-digit patterns, and 11-digit and international patterns. Each pod also contains 2811 Integrated Services Routers running IOS 15.0(1)M2. The PSTN is accessible via a PRI, FXO ports, and SIP trunks. Global Knowledge lab topologies include Headquarters, Branch A, Branch B (with extensions that overlap with Branch A), and a Frankfurt branch. Headquarters, Branch A, and Frankfurt are illustrated in the lab topology diagram.
Our TVOICE lab environment consists of eight interconnected CUCM 8.0 pods. Two students are responsible for troubleshooting each pod. Each pod has three IP phones. Two of the phones are internal and the third is a test phone used to simulate outside callers. Cisco IP Communicator is used for phones at the HQ and Branch sites. Each pod has a CUCM Publisher.
A focus on the NANP
HQ in North America with multiple branches in North America with overlapping extensions
A branch in Frankfurt
Troubleshoot a real-world topology: A variable-length on-net dial plan supporting multiple sites with overlapping extensions, as described in Cisco's UC System Release 8.x SRND, using new v7 and v8 features, including local route groups and global transformations, that simplify the dial plan
Troubleshoot a globalized E.164 dial plan
All laptops have the following tools loaded:
VNC and terminal services
RTMT
Triple combo parser
translatorX
Wireshark
We offer more than 50 trouble tickets that instructors apply at their discretion during class, and additional trouble tickets are constantly being added.
Hands-On Labs
Lab 1: Enhanced - Trouble Tickets: Phone Registration
A variety of phone registration problems can be inserted into the network concerning:
Auto-registration
Microsoft DHCP
Router DHCP
Helper address
Routing
DNS
Access lists
Lab 2: Enhanced - Trouble Tickets: LDAP
A variety of LDAP problems can be inserted into the network.
Lab 3: Enhanced - Trouble Tickets: MGCP Gateway
A variety of MGCP gateway problems can be inserted into the network concerning:
MGCP domain names
Configuration of expected and significant digits
FXS ground vs. loop start
Attendant numbers
T1-CAS digit sending
FXO port configuration
Service provider problem: Wrong DID sent
ISDN type of number
Service provider problem: PRI not up
Lab 4: Enhanced - Trouble Tickets: Dial Plan
A variety of dial plan problems can be inserted into the network concerning both traditional and blocking on lines Class of Service:
Misconfigured route patterns
Route patterns with wrong partitions
Misconfigured route filters
Wrong calling search space on lines and phones
Incorrectly configured calling search spaces
Misconfigured call forward calling search spaces
Wrong calling search spaces on gateways
Route lists misconfigured
Local route groups and global transformation issues
Bad translation patterns
One-way audio
Digit manipulation
Lab 5: Enhanced - Trouble Tickets: H.323 Gateway
A variety of H.323 gateway problems can be inserted into the network concerning:
H.323 source addresses
Bogus dial peers
Bad or missing translation-profiles for DID
Second dial tone on incoming calls from PRI
Bad incoming calling search space
Exclusive - Global transformations and incoming calling party settings
Misconfigured dial peers
Lab 6: Enhanced - Trouble Tickets: Locations and Regions
Each cluster is configured for bandwidth management allowing a variety of codec and bandwidth-related problems to be explored:
Misconfigured locations
Devices in wrong locations
Misconfigured regions
Lab 7: Trouble Tickets: SIP
A variety of SIP problems will be inserted into the network concerning:
Third-party SIP device configuration
Exclusive - SIP trunks
Exclusive - Misconfigured SUBSCRIBE calling search spaces
Exclusive - Presence group issues
Presence configuration across SIP trunks
Lab 8: Additional Problems to Troubleshoot:
Intercluster trunks are configured between the clusters with redundant gatekeepers (using gatekeeper clusters). Extension mobility is deployed in the network as well as numerous features such as Call Park, Music on Hold, and Conferencing using software and DSP resources.
