Troubleshooting Cisco Unified Communications Systems (TUC)

Convergent Communications, Inc. - A Cisco Systems Learning Partner

Troubleshooting Cisco Unified Communications

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Troubleshooting Cisco Unified Communications Systems (TUC) v1.0 - Cisco Authorized 5-day Course

Course Description

Troubleshooting Cisco Unified Communications Systems (TUC) v1.0 equips network professionals with the knowledge and skills required to troubleshoot Unified Communications Systems / solutions in Enterprise, Mid-Market, and Commercial deployments. TUC teaches troubleshooting methodology, triage, resources, tools and fixes at the integrated System / Solution level, and for components (such as Cisco Unified Call Manager, Cisco Unity, videoconferencing, and infrastructure).

Course Objectives

What you will learn:

A systematic methodology to troubleshoot Cisco Unified Communication systems by using knowledge of tools and reports that help isolate Cisco Unified Communication system problems
When given a trouble call that has been categorized as a Cisco Unified CallManager-related issue, isolate the specific problem, propose a solution, and, where appropriate, implement the solution
Diagnose and resolve a call setup issue
Troubleshoot the quality of both voice and video streams
Given a trouble call that has been isolated to a Cisco Unified Communications system component application, isolate the specific problem, propose a solution, and, where appropriate, implement the solution

Intended Audience

Cisco Channel Partners/Resellers, Customers, Employees, and anyone attempting Unified Communications Certification that includes Troubleshooting Cisco Unified Communications.

Course Prerequisites

Before attending this boot camp, students should have completed the following prerequisites:

CCNA
CIPT 1 and 2
QoS
GWGK

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

Course 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