Course Outline
1. Methodology and Tools for Troubleshooting Cisco Unified Communications Systems
- Introducing Cisco Unified Communications Systems Troubleshooting
- Cisco Unified Communications Systems
- Network Infrastructure
- Cisco Unified CallManager
- Cisco Unity
- Voice Clients
- Troubleshooting Methodology in Cisco Unified Communications Systems
- Overview
- Preparing Your Network for Troubleshooting and Recovery
- Systematic Troubleshooting Methods
- Define the Problem
- Gather Facts
- Consider Possibilities
- Create Action Plan
- Implement Action Plan
- Observe Results
- Restart the Problem-Solving Process
- Document Results
- Gathering Information for Troubleshooting
- Overview of Cisco Unified CallManager Troubleshooting
- Cisco Unified CallManager Serviceability
- Alarms
- Configuring Trace
- Dialed Number Analyzer
- Controlling Services
- Cisco Unified CallManager Real-Time Monitoring Tool
- Performance Monitor and Data Logging
- Alerts
- Trace and Log Central
- Trace Output
- Syslog Viewer
- Command-Line Interface
- Sniffer Traces
2. Troubleshoot Cisco Unified CallManager-Related Issues
- Troubleshooting Common Endpoint Registration Issues
- Overview of Endpoint Registration Troubleshooting
- Cisco IP Phone Initialization
- Troubleshooting Endpoints with Ping
- Troubleshooting Device Issues
- Troubleshooting Cisco Unified CallManager Issues
- Troubleshooting SIP Endpoints
- Troubleshooting Cisco Unified CallManager Availability Issues
- Cisco Unified CallManager System Stops Responding
- Cisco Unified CallManager Administration Does Not Display
- Slow Web Server Response
- Troubleshooting Cisco Unified CallManager Security Issues
- Overview of Securing IP Voice Communication
- Overview of Troubleshooting Security on Endpoints
- Troubleshooting Issues with the CAPF Service
- Troubleshooting Authentication String Errors
- Troubleshooting LSC Validation
- Troubleshooting CTL Security Tokens
- Troubleshooting Database Replication Issues
- Overview of Database Replication Issues
- Diagnosing Database Replication Issues with Cisco Unified CallManager 4.x and 5.x
- Resolving Database Replication Issues with Cisco Unified CallManager 5.x
- Re-Creating the Subscription of Cisco Unified CallManager 4.x and 5.x
- Troubleshooting LDAP Replication Issues
- Overview of LDAP Synchronization with Cisco Unified CallManager 4.x
- Synchronization Issues with the DC-Directory Service of Cisco Unified CallManager 4.x
- Reinitializing LDAP Replication
- Resolving Directory Synchronization Issues in Cisco Unified CallManager 4.x
- Troubleshooting Cisco Unified CallManager 4.x Integrated with Microsoft Active Directory
- Overview of Directory Synchronization with Cisco Unified CallManager 5.x
- Resolving Informix Database Synchronization Issues in Cisco Unified CallManager 5.x
- Resolving Synchronization Issues in Cisco Unified CallManager 5.x Using Active Directory
- Troubleshooting Common Gateway Registration Issues
- Overview of Gateway Registration Issues
- Overview of MGCP Gateway Communications
- Verifying Gateway Status and Configuration
- Viewing Event Log Messages
- Troubleshooting Commands for Cisco Gateways
- Cisco IOS MGCP Gateway Troubleshooting
- H.323 and SIP Gateway Communications
3. Troubleshoot Call Setup Issues
- Introducing Call Setup Issues and Causes
- Overview of Call Setup Issues
- Single-Site Call Setup Failure
- Intercluster and Intracluster Call Setup Failure
- Troubleshooting On-Premises Single-Site Calling Issues
- Understanding Digit Collection in Cisco Unified CallManager
- On-Premises Call Setup Failure
- Partitions
- Calling Search Spac
- Troubleshooting Single-Site Call Setup Failure
- One-Way Calling
- Call-Forwarding Issues
- Forwarding to Voice Mail Issues
- Troubleshooting Offsite Call Issues
- Overview of Common Offsite Calling Issues
- Gateway Troubleshooting Checklist
- Digit Collection and Analysis
- Issues with DDI
- Dial Plan Issues
- Troubleshooting Common Voice Issues
- Troubleshooting Intercluster Dial Plan Issues
- Overview of Multiple-Site Dial Plan Issues
- Overlapping Dial Plan
- Call Setup to Another Cluster
- Immediate Remote Call Drops
- Troubleshooting Gatekeepers in a Cisco Unified Communications System
- Gatekeeper Overview
- Review of RAS Messages
- Gatekeeper show and debug Commands
- Discovery and Registration Issues
- Gatekeeper Call Admission Issues
- Gatekeeper Clustering and Alternate Gatekeeper Issues
4. Troubleshoot Voice and Video Quality Issues
- Defining Common Voice and Video Quality Issues
- Quality Issues in Cisco Unified Communications Systems
- Lack of Bandwidth
- End-to-End Delay
- Jitter
- Packet Loss
- QoS Requirements
- LAN QoS Considerations
- Troubleshooting VoIP Quality Problems
- Troubleshooting VoIP Quality Overview
- Identifying and Isolating Voice Quality Problems
- Troubleshooting Layer 2 Quality Problems
- Troubleshooting Voice Quality Issues on a Gateway
- QRT for Cisco IP Phones
- Troubleshooting Scenarios
- Voice Activity Detection
- Troubleshooting Echo
- Defining Echo in a Cisco Unified Communications System
- Sources and Types of Echo
- Defining the Echo Canceller
- Measuring Echo in a Cisco Unified Communications System
- Eliminating Echo in a Cisco Unified Communications System
- Troubleshooting Quality Problems of Cisco Unified Video Advantage
- Overview of Issues with Cisco Unified Video Advantage
- Verify CPU Speed
- CPU Throttling Solutions
- Cisco Unified CallManager IP Phone Settings
- Setting up a PC to Capture a System Crash
- USB out of Bandwidth
- Remote Video Loss
- Cisco Audio Session Tunnel Traces
- Application Integration and Media Resource Issues
- Troubleshooting Common Cisco Unity Integration Issues
- How MWIs Function
- MWI Not Working
- MWI Is Delayed
- Call Transfer Problems
- Troubleshooting CTI Issues
- Computer Telephony Integration
- Cisco Unified CallManager CTI Manager
- Cisco Unified CallManager JTAPI and TSP
- CTI-Controlled Devices
- CTI Quick Buffer Encoding
- CTI Route Points and CTI Ports
- Troubleshooting Cisco Unified CallManager CTI Manager, JTAPI and TSP
- Troubleshooting Media Resources
- Media Resources Overview
- Hardware- and Software-Based Media Resource Issues
Labs
Lab 1: 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: Trouble Tickets - Dial Plan
A variety of dial plan problems can be inserted into the network concerning:
- Misconfigured route patterns
- Route patterns with wrong partitions
- Misconfigured route filters
- Problems with the "@" wildcard
- 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
- Bad translation patterns
- One-way audio
- Digit manipulation
Lab 3: 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
- Service provider problem: PRI not up
Lab 4: 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
- Misconfigured dial peers
Lab 5: 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 6: Trouble Tickets - SIP
A variety of SIP problems will be inserted into the network concerning:
- Third-party SIP device configuration
- SIP trunks
- Digest authentication
- SIP dial rules
- Misconfigured regions
Lab 7: Trouble Tickets - Presence
Presence is configured within each cluster and across the SIP trunks. Problems to troubleshoot include:
- Misconfigured SUBSCRIBE calling search spaces
- Presence group issues
- Presence configuration across SIP trunks
Lab 8: Additional problems to troubleshoot:
Intercluster trunks are configured between the cluster with redundant gatekeepers (using gatekeeper clusters) and a directory gatekeeper deployed. 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.
Classroom Dates and Locations
Date |
Location Details |
|
| Aug 10 - 14, 2009 |
New York, NY |
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| Aug 24 - 28, 2009 |
San Jose, CA |
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| Aug 31 - Sep 4, 2009 |
Dallas, TX |
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| Sep 21 - 25, 2009 |
Chicago (Schaumburg), IL |
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| Oct 5 - 9, 2009 |
Washington, DC |
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| Oct 12 - 16, 2009 |
Atlanta, GA |
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| Oct 26 - 30, 2009 |
Ottawa, ON |
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| Nov 16 - 20, 2009 |
Toronto, ON |
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| Nov 16 - 20, 2009 |
Orlando, FL |
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| Dec 7 - 11, 2009 |
Raleigh, NC |
Register |
Don’t see the location or date you need? No problem – just use our By Request service.
Labs
Our TUC Lab environment consists of four interconnected CallManager (CCM 5.0.4) clusters. Two students are responsible for troubleshooting each cluster. Each cluster contains two 2811 Integrated Services Routers running IOS 12.4.9T2 representing a Headquarters and Branch site. A sophisticated telephony simulation is provided allowing you to troubleshoot PRI and FXO connections to the PSTN, T1-CAS DS0-Groups to a channel bank connected to two PBXs, and FXS ports connected to analog phones. Each 2811 router is provisioned with a PVDM2-32 providing DSP resources and a serial card for WAN connectivity.
A complete CallManager deployment is preconfigured on a cluster at the Headquarters site with one Publisher and one Subscriber:
- A full dial-plan including Class of Service with blocking on lines
- IP Phone and line configurations
- Locations and regions
- Device pools
- Media resources, resource groups, and resource group lists
The Headquarters and Branch A routers have a base IP configuration providing network connectivity.
All laptops have the following tools loaded:
- VNC and terminal services
- Q931 enhanced translator
- Triple combo parser
- translatorX
- Cisco trace collection tool
- Cisco Voice Log Translator
- Ethereal
We offer more than 50 possible trouble tickets that instructors can apply at their discretion during class with additional trouble tickets are constantly being added to the labs.
Lab 1: 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: Trouble Tickets - Dial Plan
|
Partition
|
Description
|
|
Unrestricted Outdialing Partitions
|
|
ZZZ-HQ PSTN pt
ZZZ-BrA PSTN pt
|
For all access to the PSTN via HQ-R1.
For all access to the PSTN via BrA-R1.
|
|
Block Partitions
|
ZZZ-Block-E911_pt
ZZZ-Block-HQ-Internal pt
ZZZ-Block-BrA-Internal pt
ZZZ-Block-RemoteCluster_pt
ZZZ-Block-Service pt
ZZZ-Block-Local_pt
ZZZ-Block-LongDistance pt
ZZZ-Block-International_pt
ZZZ-Block-HighRisk pt |
Block E911 calls.
Block HQ Internal Numbers.
Block BrA Internal Numbers.
Block Remote Cluster Calls.
Block Service Calls.
Block Local Calls.
Block Long Distance Calls.
Block International Calls.
Block High Risk Calls. |
|
Dummy Partition
|
| Dummy pt |
Has nothing in it. |
Partitions used for "Blocking on Line"
|
Partition
|
Description
|
| ZZZ-RemoteClusters_pt |
Remote Cluster Route Patterns. |
ZZZ-Unity1 MWI pt
ZZZ-Unity2 MWI pt
ZZZ-Unity1 VMail pt
ZZZ-Unity2 VMail pt |
ZZZ-Unity1 MWIs.
ZZZ-Unity2 MWIs.
ZZZ-Unity1 Voice Mail Ports.
ZZZ-Unity2 Voice Mail Ports. |
| ZZZ_NoAccess_pt |
Unreachable Numbers, for outbound only voicemail ports and for testing. |
Common Partitions
A variety of dial plan problems can be inserted into the network concerning:
- Misconfigured route patterns
- Route patterns with wrong partitions
- Misconfigured route filters
- Problems with the "@" wildcard
- 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
- Bad translation patterns
- One-way audio
- Digit manipulation
Lab 3: 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
- Service provider problem: PRI not up
Lab 4: 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
- Misconfigured dial peers
Lab 5: 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 6: Trouble Tickets - SIP
A variety of SIP problems will be inserted into the network concerning:
- Third-party SIP device configuration
- SIP trunks
- Digest authentication
- SIP dial rules
- Misconfigured regions
Lab 7: Trouble Tickets - Presence
Presence is configured within each cluster and across the SIP trunks. Problems to troubleshoot include:
- Misconfigured SUBSCRIBE calling search spaces
- Presence group issues
- Presence configuration across SIP trunks
Lab 8: Additional problems to troubleshoot:
Intercluster trunks are configured between the cluster with redundant gatekeepers (using gatekeeper clusters) and a directory gatekeeper deployed. 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.
