CCNP Voice TVoice 642-427 Quick Reference Brion S. Washington ciscopress.com Pees Perea ethers Pee Sena eee er eee es Section 8 Troubleshooting Call Setup Iss eee en eRe eed Ee = eat ete tr Ce Tener Se)(21 CGNP Voice TVoice 642-427 Quick Reference About the Author Brion S. Washington, CCNA, is a senior voice enginecr consultant in Atlanta, GA. He has more than ten years of Cisco ‘experienee, with the last five years dedicated to VoIP; he has worked with al the Cisco VoIP products. Brion has done inany large projects involving VoIP, from complese nework design, implementation, and the last level of escalation. He is ‘currenily finishing up his CCVP. About the Technical Reviewer Alex Hannah, CCIE Volee No. 25853, isa certited Cisco insimuctor, specializing in teaching the Cisco Advanced IP ‘Communications product Line. He has more than seven years consulting experience in Cisco Unified Communications {for SMB through Enterprise spaces. He is president of Hannah Technologies LLC, a Richmond, Virginia-based Cisco. ‘consulting fran specializing in Cisco Advanced [P Communications and application developmeat using Microsoft technologies. He holds a bachelor’s degree in Information System from Virginia Commonwealth University with a minor in Business, Additionally, he isthe founder of UCCX.nc', @ video-based training website forthe Cisco UC produet line. In his spare time, you ean find Alex on his boat wakeboarding with his family and friends, © 2011 Clsco Sysiems tne. Al fis reserved. This pulcation ls protected by copyright Please soe page 88 for more deals[31 CONP Voice TVoice 642-427 Quick Reference Dedications ‘Tons of people were a part of making this guide what itis. personally want to thank each of them. My family: My wife Christi and kids Taylor, Brittney, and Nathan for their patience and understanding dings this project. They kept me sane. Alex Hannah: Whose website I visited before while trying to understand UCCX. His meticulous techni and knowledge guided this project from infancy to maturity. Thank you, Alex. editing Amanda Finley: For the hours we spent playing Bac Company 2 on the PS3, thanks for helping me relax and enjoy my down time. ‘The Cisco Press Team: Brett Bartow, Mandie Frank, Keith Cline, and Sheri Cain. They are the biggest reason this [project was suecessfil, I appreciate all that the team did for me and the project Brion S, Washington (©.2011 Olsce Systems Inc Al rights renorved. Ths publcaten ls protected by capyight Please sco page 98 for mare det“4 CONF Voice TVoice 642-427 Quick Reference Section 1 Troubleshooting Cisco Unified Communications v8.0 The Troubleshooting Cisco Unified Communications v8 0 exam rests your ability to isolate prablems and use an assortment of tools and troubleshooting methodologies. This exam also tes's your understanding of how components work and communicate with each ‘other. No troubleshooting is “by the umbers” per se, and problems can range from very simple to never before ser, By understand issue in aimely how to best opproach a problem and whet tools will help isolate the problem, you are mare likely to resolve the nner the frst time This Quick Reterence guide pives you quick facts shout the hext Way ta approrch a problem, the toe available, snd addtional areas ‘that Cisco might choose to inchade oo the exam. This Quick Referene>is a final preparation resource. With the assistance ofthis _Bose nn other sti’ alds, you will hala solu! repertoire of skills chat wll help prepare forthe TVOICE exam and any real-world issucs You might face Cisco Way of Troubleshooting ‘Over th years, isso as come up the iden of» trustred approach to resclving ess on other data or vise networks. stustared approach ress the process da no eaity implemented tas wo mace quickly reslve problems. The des behinds metho isto assis in the cuick and accurate resolution of any ioc tha can ase unwanted network bchavoe. The process is ple afer you MoE hough a few of them, This sip proces has Helped numero people. These step produce a haeline of the ese you ‘are experiencing and a practical and sutured approach to problem solving 4. Define the prablom, Clearly stato what the problem is List the sympcoms and thor causes (© 2011 Cisco Systems nc Allright reserved. Tis publcation Is protected by copyilghtPlesse see nage $9 x more ceils.(91 ‘Section 1 Troubleshooting Cisco Unified Gommunications v8.9 2. Gather te facts Gat inermaton from ie affected users ad etnias help soate the issu, Use tools suc as race files, logs rer ciagnostis capt ands art ge mre information 3. Consider posible causes. Sart withthe more ily causes. This step sould help climinte some ofthe hse 44. Crentoan ction plan. Your plan shoal begin with the most ily case. The plan should only change oe variables 0 time sera wo change orubleshot coy oe arc at ime tral oute potential reson, 5. Implement the ston pln, Perform your eatin plan one action a time. Watch crf tose wheter the deed rauks tov been accomplished 8. Chock the els, Chock to se whethor problem was recved: Use te same tools use find te problem, 7. Analyze he ress, Hn the se heen rescved? ye, got Step 8, Inn, xo hack 0 Step 4 8. Congratle youre The process is cmmplete. Example 1 [A user calls anu says she cannot complete cal ‘o directory numer (ON) 4005 eve isthe stroctured approach at work: 1 ‘The user cannot all DN 4005 The call fais to DN 4008. (Other users eannot call DN 4005 ether, (Check withthe network administrator and werty the network is running ok. Configuration issue, nero ssue, bal phone Check Comenunication Manager to see whether the directory number is used CCommunicstion Manager was checked, and the phone is no longer issued to a ser or phone ‘The problem was resolved, and users Were informed that DN is no longer valid NvA Dcumert this resolution, That is basic example of structured troubleshooting at werkSection 1 Troubleshooting Cisco Unified Communications v8.0 Tools of the Trade To perform: any job, you need the correc: tools ad to know how to use them, Cisco Unified Communications has 2 few builtin tools {hat long wih osber excemal1ols, can elp in your peoblem-resolution process {© 2011 cleco Systems Inc. Arights reserved. This pubcation ts protect by copyillt. Pass see page $9 for more dats; GONP Voice TVeice 642 Section 2 Real Time Monitoring Tool (Cisco Untied Real Time Monitoring Tool (RTMT) is arealsime information management tocl tat you ets, TP phones, CTT, ata o on, Figure 2-1 shows an im of the tool and sever Figure 2-1 ‘Shows the Main RTMT Page(31 Section 2 Ri Time Monitoring Tool RINT enables reahiime monitoring of Cisco United Communication Managers (CUCM) ar devices, and Ineludes performance counters Monitors eliont-sde applications ‘Trace and lg files are accesible through this to Uses ITTPS and TCP to communicate with CUCM. Includes 4 comprehensive help seion System Summary This provides information about the current state ofthe system. The page display vitusl memory usage, CPU usage, alert history, and partition information, Server Section Virtual Memory Usage and CPU Usage ‘This section provides dei information about the memory available and CPU usage, Ifyou saspect CPU problems oF memory Issues look ere firs. Process The Process page hss all ranning processes onthe server you have selected PID (process ID) State ofthe precess (hur and s0.0n) % of CPU usage Shared memory Page count (© 2011 Cisco ystems Inc Alright roserved. This publctio ie protected by copyright Plesss se page 80 for more deteSection 2 Real Time Monitoring Tool Disk Usage The Disk bytes: Look here if you are experiencing dik issues = Swap panttion sage = Spore pacition usaxe FIGURE 22 ‘Shows the Disk Usage[101 Section 2 Real Time Monitoring Too! Critical Services Cisco attempted to make gathering information easy when it designed this page. Figure 2-3 shows the Critical Services page, where you can view all he services and Fetares that un on the server, lastr, oF system State of services 5 Statas of services lapsed timelnot applicable FIGURE 23 Examle of Giical, Servicesun ‘Section 2 Real Time Monitoring Toot To starts nonrunning service, follow these steps: 4. Rit-lick the service and click Control Center 2. Select the sonver you neod. 3. Select the festre 4. Saverthe changes. Trace and Log Central Trace and Log Cental proves the oly lncton in a CUCM soner to guher og ils ou can pl the Sigal Disnhtion Layer (SDL) and System Diagnostic Interface (SDI trace ile from any server in th ler wth hs too I proves inal for tony trublcooting,butalso opening up dreaded Techs! Assistance Cer (TAC) ease Fgh 2-1 shows the se of olesing fils FIGURE 24 Process Gathering Pee 1 2071 Ceo Syetere ne A ight rerorved. The pulcstone protected by copia Pesce 2290 90 far mow cea[21 Section 2 Real Time Monitoring Toot Alert Central Alert Central shows ihe staus and history of every alert in the cluster, There are wo pes of alts: predefined and user defined. The prodefined alerts canna: be doleted. User define alerts ean genorate ems to administrator in response to alerts, «helpful fearur, Figure 2-5 gives an iea ofthe information contained in Alert Cena FIGURE 2.5 Alort Central by yatraitay} a al 49.201 Clave Bpeneen ten: sas venue: Tse ttt tcirenvcoed by ees ta Phdens ote Lag 00 tern aene:113) Section 2 Real Tine Monitoring Too! “The Alert menu consists of the Following: Setter low alers and alert properties to be set = Remove alerts: Removes alerts ble alerts: Disable alerts ables alerts isables ales ‘© Suspend cluster/Node alerts: Temporarily suspends alerts on the Comnmanication Manager or the easter © Clearaterts: Clears he alert that has been checked. Color changes from red w black Clear alt alerts: Clears all alens Alert deta Provides details ofthe alert Syslog Viewer This use tool fins problems withthe Unified Communications Manager. You can locate issues that emuse system process hangs! crashes. Figure 2-6 shows areas that can assist you in locating and resolving issues. (© 2011 ciecoBystome Ic. llrightsreserved. This publction i protcted by copyiht Please see pee 00 for mere cel4) Section 2 Real Time Monitoring Toot © 2011 Cave Systeme: All sights rearved. Ths publications protected by copyright. Pcoce cos page 86 or more deta.(9) ONP Voice TVeice 642-427 Quick Reference Section 3 Cisco Unified Serviceability ‘A-main sostion of CUCM is Unified Sorvcesbilicy. Within inthis soetion, you have access wo useful web-based tools and resourees ‘that can he emul toa hestby Unified Commanicarions environment: Aleem Confignration and Traces, We discuss both here Alarm Configuration ‘The options for configuring Alarms are clearly showa in Figure 31, You must select the server and service, and then chose which lars you want to set a = Configuration (where you configure your alrms) © Definitions (provides alarms esinitions) = Scleotserver Select sevice Select seviee wroup[161 Unified Secviceability FIGURE 3-1 ‘Alam Configuration Page rs cum noma sms opciones s mteiaaer are Alan destinations re allows Loca segs Remote sslous SDI (System Diagnostic Incerfice) SDL (Signal Distbution Layer) '© 2011 Gisco Systems Inc.All rights reserved. This publication is protected by copyright. esse soe page 9uy Section 3 Cisco Unified Se-viceabilty All alarms heve « fe options in the deop-dovsn list wergeney: Designates the systom is unusable f= Alerts Immediste action is require Critical: Critical issue Error: An emor exists = Warn Informational waming message. ‘= Notice Significant condition, bat normal © Informational: informational messapes, = Debug: TAC engineers uso thse for debugaing Traces “This section is where you configure the traces that cassis you in toubleshosting, They are tae configuration and teoubleshooting trees, You can configure thre type a acest SDI, SDL, and Lot. The ace configuration option You pik hes big impact on he formation you wll eeive and how mach tine you wl probably spe during problem resolution, You cn see “what typeof traces you can configare by checking out Figure 3-2. The files can be vied in RTMT: = Go jon: Configure traces = Troubleshooting Trace Settings: Setup predefined troubleshooting traces. ‘You are probably wondering how to choose between trace and toubleshooting trace, The following table liss the between these 90, {© 2044 lace ystems ino. All ight reserved. This publication le protected by copyright. lcsse soe page 86 for move detallNoto: Tres affest fou thom oly for ‘roubloshooting pupae you want to prose ‘maya. a oite, Therefore, you aut’ ng gs ined 9 CUCDE Traces ‘Troubleshooting Traces Mininal information, could miss ‘relevant information Lots of information, more than is needed to toubleshoot a specific problem Apply ters Turns on almost all wave options Tess system impact Major system impact “Trace rypes include the following? = spr [Runtime events forthe elated sofware WPecdress Time samp Device name = spr (781 Section 3 Cisco Unified Se-vicoabilty all processing feom Unified Commanications Manager and Cisco CTI Manager Services. Used by Cizeo TAC engineers. Normal administrators provide this information to them only upon request. = Lot Used far Java applications {© 2011 clace ystems ino. ll rightsreaorved. This publication le protected by copyright. Plcese soe page 89 for more dtFIGURE 22 {Where and How You Set Up Traces dh Ose ined seventy To contigae atmace, follow these steps: Seloot dhe service. (Cel the trace boees you want Click Save, 13][20] Section 3 Cisco Unified Serviceatility Troubleshooting Trace Settings |When you need or want o run predefined traces, tis where to go. The information you get here is detailed. You must search through files to locate che specific information, Tae required steps to implement this area follows 1. Click Trace, Click Troubleshooting Select the server races Settings, ‘Choose the services you want Click Save Key Points for Traces = Vioned wih RIV. 4 Cantave sor mpteton sytem, Output dec levels are ether detailed or ax very deed = SDLisused by Cisco Engineers for debugging. You vill not ue them, bt iyo d, toy wall you though he proces Example 2 Figure 3-3 provides e sample SDI trace ofa Cisco 7970 in my home lab failing to register. The informacion piven is DeviceTypeMismatch, the MAC acres, IP adress, and a brief sentence to help you narra the eats,uy Section 3 Cisco Unified Secviceabilty FIGURE 3:3 SampleSDl Trace rem 2 Cisco 7970 P Prone Example 3 [An SDI trace of keeatives being sent rom IP phones o Linfied Commnications Manager, the trace in Figure 34 shows thatthe eepalive is bing sent every 30 seconds (© 2011 Chaco ystems ne Alright reserved: This publctio is protected by copyilht Pleo soe poge £8 for more dealsFIGURE 2.4 ‘ace Shows Keepalves Between Cisco IP Phanes ara cucu Noto: Asie, nt ther is pad. They so adversely lex: your te, Al owen is (Quek Referee note done (221 Section 3 Cisco Unified Se-vicoabilty “Traces con provide valuable information to help resolve mos, if not all, issues you might encounter. Cisco seems ta have put ccomierable thought ino how al what you ae shown. Given the previcus examples, you can easly piece together what happening, Inthe earlicr examples, you are given keywords, IP addresses, MAC addresses, a shot sentence, and time stamps ‘© 2011 Glace Systems inc. All ights reserved. THs publication ls protected by copyright. Plesse see[23] Section 9 Cisco Unified Serviceabilty Serviceability Sections Service Activation In this section, you activate or denctivnte services, which ate pretty ensy ta wor: with. The services celating to the Liifiod Communications Manager you want to work with can be started, stopped, or activated. All you nee to do is cheek the box that contains the service and save The Service Activation page displays the staus ofall services. [fa sevice ss malfunctioning, you can ec this paye to see whether service is setivated, This pawe basa elated Link inthe ypperrighe corner w quickly tansition beeween ewo or more contol centers Control Center “The Control Centers jast what it sounds like: I contzols the state of services and features, displays status, and shows uptime. The (Control Center hae two sections thet provide s good amount of dtl thot ts handy for problem resoktion: Network Services and eaure Services. Network Services You can str, stop, or restart network services here. The information displayed i the status of the service; see wat time the service was started, and how long the sevice has been manning you are having network issues, this i the section of serviceailty you Will he checking, Network services are required forthe ‘operation ofthe server, net just Unified Communications Manager, To ativate/deactvate a service, follow these steps: 4. Loginto Cisco Unified Sorvicestiiy, 2. Select Control Conter, Network Services. 3. Scroll down to server you want to manage 44, Click the services you want vo manipulate. You ean select more than ove. (© 2011 cieco Systems ic. Alrighteroverve. This publication i protected by copyright Fleaes soe ge 0 for mers coilNote: Network serves an ony be sured Stopped or estat [241 Section 3 Cisco Unified Secviceabilty Feature Services ‘The Contol Center Feature Services section is where you select the features you want your server so run, The features eaa be sctivsted ar deactivated, Which festares are activated depends on the role ofthe server. If you are doing problem resoltion, make sure that you're toubleshooing the comrect server, ‘SNMP The Simple Nework Menagement Protccal (SNMP) supported in Unified Communications Manager are I, ¥2, and v3, 1thas to do with SNMP, you will ote or eanfigore sr under the SNMP exena, Dialed Number Analyzer Dialed Number Analyzer (DNA\ is an awesome tool for checking w see whetber your dial plan i valid and whether itis routing the ‘vay you want, For DNA to appear on the menu bar in Servicesbiliy, you matt first activate the featare inthe Control Center. DNA. provides 2 good amount of éetil about the various components of de route plan and ial plan. All the DNA output pages look the same and provide the same information, They jus tes the rout ci diferent string points, The one thing that differs is when selecting an IP phone you can specify Which ine on the phone, This is use/Ol when you are dealing with device and fire Calling Search Space (CSS). Figure 3-5 shows the options available when sng Dialed Number Analyzor, while Figure 36 i an outpat from Dislod Number Analyze, Example 4 Thisisa DNA of iectory number 203 ying to all 71445-1111 results Samary Calling Party Information calling Party = 2002 (© 2011 ieco Syste Ie Alright rvarved Thi publication i protected by copii Plests Sov 9190 90 for more detapevice 55 Line ¢ss Dialed pigits = sissastiit watch Result = Houceraisvectern watched Pattera iatormation ‘Tine Schedule = called Party Munber = 724545111 Sfeation = oftct Outeide Disi Tone cell Flow TronelationPattera a0 ute Pattern Pattern 71454sKrr Positional Matoh Lint ~ 7245451111 DielPlan ~ Route Filter Require Forced Authorization Code - xo Authorization Level ~ ¢ Require Clieat Hatter Code ~ xo cell cle: Sficetion = form Calling Party Number = 2003 forn Called Party Munber = 7145951211 Gelling Party Transformations Externe Phone Wonber Mask = 10 [25] Section 3 Cisco Unified Serviceabiltycelling Perty Mask ~ Prefix = GellingLinerd Presentation ~ Defeult ellingtlane Presentation ~ Defeult celling erty Munber - 2003 Connectedrarty Transformations 2 detauie celled Party Transformations Route List :Route List Manes socal_&t = a0 ~ meatevay Unknow = oitabie = 2000 = Orisinacor Alternate Matches (231 Section 3 Ciece Unified Se-vicosbilty (© 2011 cinco Systeme In. All ights reserved. THe pulllstonlepoteced by copyright. lose eo page 80 for mov dtl7 Section 3 Cisco Unified Servicoabilty The preceding example was created with abasic route established with all he defaalt options. [na real-world environment, the CSS, partition, and most other fold values are populated, FIGURE 3.5 DNA Main Page Srna ore rotected hy copyright Plees soe page 00 for mor dtall[231 Section 3 Cisco Unified Serviceatility FIGURE 3-6 Dialed Number eel Analyzer Results Page ving problems with your calling routes? DNA in Serviceabilty andthe route plan reportin Unified Communication Manager Aadministetion ae the first places 1o start looking to resolve problems. These tools are crucial for an accurate route plan. Figures 2355 through 3-8 can be examined wo check routing behavior.FIGURE 3-7 Detailed Glimpse of Dialed Number Analyzer ce manage oats (231 Section 3 Cisco Unified Se-viceabilty © 2011 Cisco Systems Ine AllFIGURE 3 ‘Another Look at Dialed Number Anaiyesr 130) Section 3 Cisco Unified Serviceabilty ince Unied Commenications Manager Dialed Number Analyzer The key uoubleshoosing features of DNA are a follows Calling mumiber Called number Match rest Is he pattem routed or blocked?) Route pater selected Route hist used (© 2011 Cisco 8ystome nc Al igh reserved: This publication protected y copyright Pleose see poge 28 for more cel(st) clon 3 Cisco Unified Serviceabiity = Callechssication Ability to tet individ lines = Tescroe plan hefore going tive © C8S.and partition eability Reports Archive Daily reports are generned and accessible from this page. This is not really one ofthe beter tools fr toubleshooting, bu it en provide information for extended periods of ume, The key troubleshooting points about Unified Servicenbiliy are as follows Contos what network services and featires are runing. Provides sans Displays uptime 1 Nerwork serves can only he stared, stopped, or estar ‘= Features services can be activated or deactivated. 11 Alarms ae configured here. = Traces are configured tere, = SNNPconii ration VL, y2,and V3. f= Troce es that are viewed with RTM. ‘= Database replicstion reports are available, (© 2011 Cluco Systems Inc Allright reserved. This publcatia is protected by copyilht Please wee nage 89 x more ceil.[a2] Section 9 Cisco Unified Serviceabilty Additional Resources = World Wide Web: A usfil place to help you Figure out, resolve, and gather more information is online on the web, Like most companies, Cisco has create slid website to provide key information and rescarces ta customers and anyone ‘wanting to Ieam about Cisco products, Ifyou are reading ths guide, vou have probably boen to Cisco.conn afew hundred Cisco Seateh Engine: Search te entre Cisco indexed website © Cisco TechTips: Contains Ciseo TAC'S most common issues, Chances are you sre having prablems, someone eke has also experienced i The issue my have been resolved and discuss in detail = Output Interpreter: Here, you ean analyze “some” show commands fo ssist in your troubleshooting = Theis Support Community: Hi tance Center (TAC): When a 2, You can post questions, answer questions, and network with your techneal pees clse fils, check the Cisco TAC or comtact them. (© 2011 Cisco Systeme Ine. Alright rocerad Thi publication ic protected by capright lesa cae page GB for mere ct.[93] CCONP Voice TVoice 642-427 Quick Reference Section 4 Command-Line Interface The Cisco Unified Communication Managor comes with commsnc-ine interface (CLI) for furdamental functional maintenance, isasier recovery, and basic roubl such as ‘ating. The CL i aeeested by a carnected terminal or tough a Secure Shell (SIN connection, Jus ike Ciseo IOS, there are many commands; the entire command reference, however, is beyond the seops of this Quick Kererence The main CLI commend groups areas flows: ‘= show: This commend, used in conjunction with other options, displays some type of information, whether tis network system, performance, ors0 on. ‘= utils This command is used to monitor various aspects ofthe server and Unified Communicstions Manager, set: This command, with is options, i se to change values forthe system. You ean change ting such as IPv4 adresses, TPX6 addresses, password options, and $0 {© fle: This command, slong with its options, manipulates fs, by finding. deleting, and integrity checking As with Cisco IOS, deniled help is available with the help command ‘When using a command, you cam use ? to show more options if you are stuck or not familiar with dhe cmmands Cisco IOS Troubleshooting Tools Tho voice networks of today have many difforect comporcnts tat interact to handle calls, provide Features, and invoract with othor devices, To maintain and resolve issues yon nee to have aa ea of what tools are available (©2011 ciaco Systems Ie. Al[94] Section 4 Command-Line interface Cisco 10S Gateways Gaterays provide ansitons between dffencnosvork. An example of tis is Voie over IP (VoIP) ine - pariion is aeessble fom anywhere regardless oF CSS ‘TaD: C38s have access t the partitions with ToD configured only ithe time and date maich,[501 Section 9 Troubleshooting Call Setup leeues: Dialed Number Analyzer (DNA), a5 clscussci arte, can be a good tool to show which translation pattems are being used, whether translation patterns ace changing digits, which CSS and partons are Being used, and whether ToD routing is thing ploce Figure 9-1 shows the C3S and panttion ofthe device placing the eall. What it does no show is thatthe eall wets fast busy (because it has no permission to call any’ other phones, justo receive call). FIGURE 9-1 Phone Covfiguration ‘and Ouput for Dialed Number Analyzer [nalraer Resto “onFIGURE 9.2 CUCM Ditectary Numoers Page’ (871 Section 9 Troubleshooting Call Setup Issues The Cisco Unified Communication Manager is nother resource to check issues. The Directory Numbers page in UCM should be checked. On is page, make cern that the DN is egisered and valid, Figure 9-2 shows tbe Direcury Numbers page: oe cee — - joni ———— © 2011 Caco Systema Ine. Allrighta reserved Thi publication i protected by copyight Plasto so 9250 0 or more deta[se1 Section 9 Troubleshooting Gall Sewp Issues Intersite Call Setup Issues ‘When rvublesticoting multisite deployment, you beve more picoes that can cause problems. A few areas where problems ean agpen are dial plans class of service (CoS), the way UCM handles the dialed digits, tanslasions, datetime retictions, resources not availabe, and bandwidih The dial plans and calling permissions (CoS) are more complex which meats they can be more difieuk to locate CComenon problem ares inlade = ss = Pertions © Te rowing © “Transtion pattems MTP, coding, conference, tenmination resources One-Way Calling One-taycalling is when user A at DN 2001 can call user B at DN 2002. When user Bris to call user A and the call fils his CoS issue where user B does net have permission to call user A, Call Forwarding Issues A.asor has her calls forwarded to voicemail ors different ager winen she is o the phone or away frm her desk. She calls the help desi and says that she ca receive calls fine bu hat when calls are sent co voicemail or another coworker the ealls do not work ‘Wall, we know that she can receive calls, but the forwarding of calls and voicemail fail, We ean assume that bocause voicemails are basically jus unanswered calls forwarded vo voicemail, the culprit mast he forwarding problems, All call raring targets have permissions assigned to thom, The permissions can be default permissions or they could be adeninisteator or even used defined. target registered’? the {© 2041 Ctsce Systeme inc. Al ght reserved. This publizalen le protected by copyright. Pease cox page 99 lor more deta[89) Section 9 Troubleshooting Call Setup Issues FIGURE 93 What Number Is the Dialed Number and How the System Handles tne Cal 1 2011 Cisco Systems Ic Allrights reserved. This puicaton Is protected by copyilght Please see age #8 kr mace details.60) Section 9 Troubleshooting Call Setup Issues Trunks/Circuits Intersitecalls will most likely be using some typeof trunk or circuit to transport your call. The process of sending calls ote could involve one mare devices, Each of these devices has components that also need © be configured, As staed previeusy, all route targets have some type of CoS configared. Luckily for as, the same basi iesuer manifest themselves across muliple ets, Another potential problem area with trunks and circuits isthe isue of oversubsenibed links. When WAN lings got basy calls, they can suer choppy voice, disconnected calls, or even calls sep failure. You must manaye your WAN bandwith. A few deviees and components ean relieve some of these problems, Common tk/crcuivWAN issues include he flloting © Overabscribed cious Cones misses = Gs 1 Sense provider probleme Hardware esourees (MTP, conference brides) Regions UCM has a section inthe administration pages called Regions. A region slows you to confianre video bandwidth (in kilbits por second) for calls bosween sites. codes Used an the maximum Gatekeepers Gatekeepers provide call admission control (CAC), usually fer trunks end 1.323 devices, When used, gtekeepers can provide audress translation, admission conteol, zane manayemens, al bandwith contr) Gatekeeper Messages All gotckegper messages have the some basic function: a request (RQ), confirmation (CF), or reject (RJ). A request wil be made, and then that request is either confirmed cr rejected If you keep this in mire, you should he able o decipher wil you see in output (© 2011 Cieco Systore nc. Alright rserved. This publications protected by copyright Please see page G9 formers cota.[51] Section 9 Troubleshooting Call Setup Issues 11225 RAS messages ac as follows Discovery (GRO, GCF, GR) © Admission (ARQ, AC, ARI) = Rexistation RRO, RCP, RR) © Unregisration (URQ, UCF, URI) Location Request (RO. RD, © Disengage (DRO, DCF, DRI) © Resource Availablity (RAI, RAC) Request in Progress (RIP) s+ Stotas Queries (TEG, IRR, TACK, INACK) ACK = Acknowledge Gatekeeper IOS Commands show gatekeeper status displays watkeeper and zone tus show gatekeeper zone status show's zone information ‘how gatekeeper endpoints shows the registered endpoints. show gatekeeper calls Siows the tus of each ouigeing call the watekeeper knows about show gatekeeper zone prefix shows the zone prefix table, “show gatekeeper gwe-type-prefi shows te configured prefix technology table ere isa basic yatekeeper configuration example,[62] Section 9 Troubleshooting Cell Selp Issues faene Loeal gkl teLepacket.com inyla ght outula ght zone cluster local ak cluster aki Slement ght 77-343-190.221 2719 zane local defines the local zane and IP acess zone remote defines a remote zane and IP adress ‘one eluster defines the local group of gatekeepers When roubleshocting getskeeper issues, thee should be # reason for rejection. "This will ssi in problem resalktion, Example 5 ‘User A is trying to call client R in NYC. You, as the administrator, must take into account all the CSSs, partitions, and ToD for the linc and phone. nado, we ve added the oe i, rote groups, route pens, sod rnin patra, When tho items srevwrking, yon ms dece wheter you need io addtubact igs efoe sending out the eal Everything wos fine if we ore tard off te call wa service provider. "Now flip this around and consider if you, the administrator, ust also manage dhe destination site, All the same componts need te be configured forthe call to complete. You must be able to follow (ace) the eal irom start to finish(931 CCNP Voice TVoiee 642-127 Quick Referonce Section 10 Tracing Calls ‘You will sometimes need to see the ene picture of what is happening 0 x problems, UCM has a tool tha allows just tha: race Consider this example: Taylor, my oldest bil is at DN 2005. Sho i calling hor sister Brittney at DN 2008, Taylor, boing the oldes, can call anyone she wanrs. Nathan isthe youriges’ and has no rights tocall anyone. (Nathan is not calling anyone inthis example) 22.24.09-439 |oigit analysis, asteh(pin’2* fgen="4082172605%, enr#2005%) ply") jaylzePCsSeittnaybsackeni"", fod? itereaboo*CaylorT/TsBeiceneyP@ asehan?2", 200" dace" 0") |, 100,49, 1-8271"192-168.2201°SEP001PCL 349008 aavia:09.438 |oseit analysis, potentialmatehes-Patantisiaatenesteist |1,100,49,1,5271°192.268.2.201°SEB001 22:14109.92¢ |staticntnic: |¢000220) Keypadsutton kpButton-3.|2,100,43,1.5273°192.368.2.201°SEFCCIFCASE9008 22:14.09:928 [Digit Analysis: star DaReq: dafeg.partit ionteavchGpace | {3764606~6e96-bO99-0575-79b3070£0128) $1 dereafarisdontaechopacatsig (Sopot ns ienayi ethan) puretsonterohepaettrig(tayLer@heisoeyP ieehanPO) |1, 100, 49,1.5273°197 -268,2,201°SEPCOIRCABLS008 22:14:09928 |Digit Analysis: ster OaReq: Matching Legeey Mumerie,digitss2003|1,106,49,1-5273°182 .168.2.20° 22:14:09,930 |pigit analysis: navehi(pl=2, tgcn="40422 passmtoylovte:BrittneyPtsHathent",PodFiitexeaPas 008", eae" 2605" plv="3" payloxPTBrlteney?¥ hathanP?", da~r2903",dae=r0*)] filtered artitionSearchSpaceS wing(TaslorPT:BritineyPT:NathanPT) isthe patiions Taylor has permissions to al ar in the final CoS descsion. Matching Legacy Numeric digits~2003 shows that digit matching is done and a number hes been selected. 142200" shows the frst eee digits died {4d="2003" shows all four digits dialed, ote Ine. Alrightsroerved Thi publeation is protected by copytight: Plan soe 919090 for mor cet(54) Section 10 Trasing Calle. This ecample shows just few seas ofa trace that you should look at to help resolve complex call routing problems Example 6 ‘This s apart of Brinney’s vac showing He caling pemmissons, Notice that TaylorPT is nt thee; Brnney doesnot have pension toca besser 22:14:55.791 |oigit anaiyeis: star saneq? dateg.pareittonsearenspace| 191277R5-61e7~r802-0812- 3e2aceceibed) ,alvecedrartitionsearcspacests ing (Brittney? :ethaneT) ,partitionsearehspacestriag (BrLzeneyFrstathanPT)|1,100,43, 1.5517" The key points about trace nice the following: = Use the search fecure to find information quick ‘= Seaveh for dhe IP ofthe device = Seach for fiteredParttionSearehSpaceStving, The three tools you use to locate the ‘sues are DNA, LICM adninistarive web pages (Directory Nuraers, Device, CSS, and Pasion sections), or you can pull the trace files using RTMIT, DNA and UCM admin pages should provide more then enough information to quickly resolve most single-site ses, along with some multisite ones. Trces shold le wsed i complex situations so that they can more quickly provide the “big picture.” {© 2011 Cisco Systems Inc. All hts resrvod. This pbllation protected by copyright Piece ae page 60 for more etl[95] CONP Voice TVelce 642-427 Quick Reference Section 11 Troubleshooting Off-Net Call Setup ‘When dealing with of-ne call setup issues, all he previously siated components abd issues are sil preseat. Now, we just ald ew ‘more components snd configurstion sections, Naturally, when packets lene your contol, your VoIP cal eat the merey of others The same is tre for off-net calls. The administrator of your corapany’s necwark has He, if any, conto oF packets after they leave the comfort of the compeny-controlled network. CComnion offet issues include the Following: = Gateway configuration xrors = CoS configurstion errors Service provider issues Codec settings onthe Revion page = CAC leeation serings QoS setting for WAN links = Wrong cit peer session target Alter sealing tbe commen issues for of-net calls, you may think, “ey, [now where to start ooking to resolve this" agree, At this point, you should have a Solid understanding ofall the tools and resources to resolve most issues. The old saying “more money, more problems” comes we mind, Yes, we have a few more areas to Look ito, bat tbe areas ae the same as always, Granted, afew new anes have popped up. The old probleme sre the sme, and we already know how to solve those (or at least were to start solving them) This makes coping wit dhe wew problems easier because we can devote mote cme them,(88) CONP Voice TVeice 642-427 Quick Relerence Section 12 Troubleshooting Voice Quality Issues Voice quality is defined asthe quality of call No, Ido not mean i he ther person is boring yous T mean how clear the sound ison the cal, Does it take a few seconds for the other pay to heat what was Sac? Many things can aff the quality of thecal One-way audio = Esto = Choppy voiee © Robotic-souncing wees The list could wo on and on. Tere, we discuss the more common isucs and how to resolve them, One-Way Audio This is when caller A can hear caller B, but caller B cannot hea aller A “The usual ealprit for one-way audio relates to IP couting. Remember, not ll packets tske the same poth tothe destination, Packets A.D, and E might wo across an OCS link that is no compressicn of any ype of security functional, whereas packets B and C go over aT! line used by everyone. The T! line uses header compression, aeess lists, an firewalls on both ends. {© 2011 Cisco Systems inc, All ights reserved. THis publication is protected by copyright Please sow page 88 for naxe ces,1671 Section 12 Troubleshooting Voice Quality ssuas Common one-way voie issues ince the following =P reachability: No all packets ake seme path. (In this ease, check network connectivity for de aewted end. Use an extonded ping on the route) ‘= 11323 binding: When using 1.523 and you have malkiple active [Pinterfaces, your H,328 signaling and RTP steams may be sourced from mule [P addresses. This can cause one-way audio. The soltin isto use te following command ho2a-gateway voip bind sxeaddy ipraddcess The command should be used on a loophzck: adress, because Joophacks are the most stale interfaces, Cisco 108 NAT version: The Ne‘work Address Translation (NAT) may eause one-way aio when using SCCP oF [1.323 on versions earlier than 12.1(S)T- The solution i to upgrade te IOS. © Firewalls: trewall could be blocking RTP wale coming in, but allowing it out. The solution is wo check Crew ules. © VPN: Endpoints do nt ase the correc IP adress. This solution is thi: The VPN endpoint address should not use the adapter’s IP adress, Dead Air Dead air is when your call connects and neither party ears any sound, This means that no RIP packets are being received, The call serup isnot the same asthe RTP conversatian, Likely cases include the fllowing: Access lst preventing RTP trate: Checking the access list shank ke straighiforward © Codec mismatel: Check whether irascoding resources are need also try codce newotiations ‘8 Firewall Check firewall setings tec by copyright Plate soe pxG0 00 for ar dll 19 2011 Cisco Syste In. Allright revered Thi publeation[68] Section 12 Troubleshooting Voice Quality Issues Dropped Calls “Thisis one ofthe hires! hin’ o noubleshoot, bur also one ofthe easiest. The reason I say thsi your users ave experiencing dropped cals a certain time each day, you can reson that it’s the busy hour with too many sls io handle, What if you have a user \o randomly drops calls? This is harder to resolve Possible causes of dopoed calls include the ellowing 1 system or pone stare ature: Something caused insti. Try esting the phone or device © Network connectivity: A nctwork event (down circuit, incorrst rotting information, and so on) occurred an impact the RTP path. Check network: connectivity © Cellphone: One party to the call was on acl phone and de call was droppesL. Ask the user whether the other party was ona cell phone © Carriers: The carer ewperenced some sort of failare on thei end of the nerwork © Codves: Calls can aso be dropped when their eadees ace mismatched. The endpoints do not understand how to communicate ith each ater, so the call never takes place To troubleshoot dropped calls, do the following: Check logs for evens resets or restarts 1 Check with the cartier ta see whether shaving issues an is end = CDR for PSTN cals to see whici end i disconnecting, Second Dial Tones “This i arty easy: Unifed Communications Manager oat paters havea Provide Oxide Dial Tone check ox. Chek your route power {© 2011 olaco Systems nc. Alright reserved. This pblcalen le protected by copytlat.Plesve see page 89 lar more deta.Section 12 Troubleshooting Voice Quality Issues Echo Everyone just loves it when echo oecurs, No, seriously, echoes can be annoying and ruin phone eanversations, There are bw ‘pes of echo: electrical and acausti, Electrical echoes esa exclusively from analog sweats. Acoustic echo is genaated by acoustic enrgy {hat enters the mouthpiece or microphone. ‘To isolate and deal with ech, you can do the flowing: ‘density the tll iret eatsing the echo, The echo is caased on the rail eiouit anpasice oF the party hearing the echo, ‘Check speakerphones and hendsets, because hey are probably the cause. Replace them, if possible, (Check the remate gateway 10 see whether echo canceling is enabled. You can ase tbe following TOS commands todo so echo-cancel enabled on voice ports Remember to issue shutdown and then ne shutdown, (Change the signal coming ico and leaving the gstesay With the following [OS commands input gain vaiue output titenuation value Remember o issue shutdown zn then mo shutdown (© 2011 olsco Syatems nc. Alsghts ronorved. THs publication ls protected by capytght Please soe page 98 fer mare deta.(70) GONP Voice TVeice 642-427 Quick Reference Section 13 Cisco Service Advertisement Framework Cisco Service Advertisement Framewerk (SAF) is reliable framowork tht allows applisotions to locate and get connectivity Information about networked resources on a network. Applications can advertise (publish) or request (subscribe to) services on the network. SAF provides the IP address, configuration information, ports and services that are present within the network Cisco Unified Communications Manayer uses Call Control Discovery (CCD) w dynamically setup intereall agent information. CCD lets the UCM advertise DN pattems, fenures, nd the UCM itself, This allows Unified Communication Managers to use advertised information to dynamicelly change their routing behavior and decisions, The owo components 0¢SAF are SAR forwarders: Receives services that SAF clients advertise and shen dsributes his information droughou the ner The forwarders mske seview information svsilabl for eliets to use = SAR citemts: These eniies advertise (publish) thei services ar request (subscribe to) services. SAF eents must register with SAF forwarders bofe the are allowed to participate inthe SAP process, Clients sond.a register message to the forvarders, and a relationship isestabished. Each client has a unique 1D to distinguish tel onthe newark Thete are two types ofcliems internal ana extemal AIISAF wansaction comains a request message followed by a response message, Messags types are response or request, Response types are success or ero, © 2011 Cinco Sysiome lnc. Aleights reserved. The publication ie proteced by capyightPlceso coe page 8 for more detailmy Section 13 Cisco Seivice Advertisament Framework SAF mneioas are as Follows Regis, Unregiver RegiserRevoke ‘Publish Notify; Unpublish Withdraw, PublishRevoke 1 Subsorte, Unsubseribe Service ID CC for United Commanie:ions uses the following: HOLD. f= Service ID 101= Ceo Unified Communications © Subserice D2=CeD f+ Instance ID xxx. 1D of UCM cluster primary key ID or 108 device SA uses Extended Interior Gateway Routing Protocol (FIGRP) to distribute service information onthe network. FIGRP roating do not need to be erabled/nunning ‘To configure EIGRP with te SAP client, use the following commands: router eigrp saf enables the FIGRP virtual instance, service-Famiy Ipe4 autonomous-system 20 enables the SAF sevice fhm forthe autonemous system topology base crables the serves family interface topology configuration externalclient cuem_pub configures the SAF extemal client; this mast maton in UCM service-family externab-elient listen jpy4 5050 configures the extemal SAP client on pot: sxternal-eliant even pub “The username snd password configured on the router must match the values configured inthe SAF security profile, You must make sure IP address, port, and client name match the configuration on the gateway/forwardr. Figure 13-1 show the required information to configure a SAF security profile (© 2011 Cisco 8ystors nc Alright roverved: This pubcaio is protctod by copyright Please see pee 29 for mora ceiFIGURE 13-4 SAF Security Profle Configuration Page ton the SAF Forwarder (Configuration Page (721 Section 13 isco Service Advertisement Framework Troubleshooting SAF Registrations Regiseaion i bx part of toubleshoting For SAF compo check rennin tats n vo places: RIMT and via 1S 1 work, the clint must be registered with a forwarder, You can ROMs SAP forwarders ander the Reports section display whic forwarders the UCM is registred with, Figure 13 {information can be obuained ftom SAF Forwarders in RTMIT. As you can see, no SAF forwarvers ae configured, by the sections that would be popalsted. 2 shows what you can sill soe(73) Section 13 Cisco Service Advertisement Fremework FIGURE 13-2 Exemple of RTMT SAP Formarders Tee Seine ee ere are the 10S eernmands W ehgrp service-familyipvd clients shows the repiserod cians forthe fonwenden show eigrp service-family ipv4 clients shows registered liens forthe forwarder in detail Key points include che flowing = Configurations muse identical on 10S anu the UCM, © RTMT and 108 show commands are used t provide facts.(may Section 13 Cisco Service Advertisement Framework SAF Client Statistics This i a decent woo for woubleshootiny SAF. RTMT Performance provides an interface vo view suecessfil and filed connections, The command shovr eigep service-family ipe$ traffic provides more information aboat what SAF traffic is doing. Troubleshooting SAF Adjacencies |When SAF nosis cannot discover ench other, they cannar Form adacencies. Possible reasons inclu the following = SAF notenabled on routes. Soon: Enable SA ‘= Ficewalls are blocking hello packets. Soluiva: Check ihe firewall configuration = Inaccurate configurtions, Solution: Check yous configurations line by line ‘= Network conmecsivity issues, Soluion: Use ping and traceroute on te afecied device, ere are the 10S show commands: show elgrp service-tamily v4 nelghbors shows pelghbors andthe interface they are nelghbored on show elgrp service-familyIpw4 interfaces shows the interiees using SAF. show eigrp service-family ied neighbors detail shows neighbors and the interface they are neighbored on im moce deta Troubleshooting SAF External Clients SAF forearders need 1 be registered with exteral lions. When no commanicazions occur, SAF cannot dais job Posie causes inch the following:(78) Section 13 Cisco Service Advertisement Framework Incomes extomal client SAF irank configuration. “nk not SAF enabled “Trunk not astovated with CCD. The activated festare’s check box is unmacke Credentials are incorrect. The IP address or port is incomast ere are some ways to resolve these issues: ‘Recheck that configurations and credentials march on bash ends (Check trunk configurations Buble ce, select Rnable Forward nnd Miscellaneous Trae, Troubleshooting SAF Information Exchange When SAF forwarders are not exchanging call control information, you need to check network and quality of service (QoS) sections Possible caases include the following: Not becoming adnsent Split horizon in zetion SAF bandwidih percent iss wo low. Authesteation i present "Nework connecivity issues are present ‘Max hop counts to low. {© 2014 Cisco Systems inc. All ights reserved. TMs publication Is protected by copyright. Phase see page 88 tor more details,(76) Solutions includ the following: = Check the interface bandvidih. Use the command bandwidth interface o change the value. = Verify whelber authentication is used, Use command show elgrp service-familyipvd interface detail (serial 1/1), = Check hop count Use the command show elgrp protoces o view the maximum hop count vale, "= Check topology; Use the command show eigrp servie-far pv top ‘= Cheek whether meswork issues are present Troubleshooting Service Advertisement Call Control Discovery Issues Key points include the following: = Dynamically lexmed routes se not sore in the UCM database; they ae stored in memery. = AILSAF comporencs are working. ‘= SAP uses request and response, Verifying Learned Routes ‘Whiea troubleshooting armed routes, you need (0 use RTMT and 105 commands, RTMT displays the Ieamed patterns, the sus ofthe peters, and the PSTN failover pater, ‘The show voice saf dud all coramand shows all he earned utes on the 10S devi routes, mas allowed routes, and eror statis, {formation includes the total number of {0,251 che prin A gh reine, Tits puna Bs tc hy erpyright: Floees ce ign fr snes,v7 Section 13 Cisco Service Advertisement Framework Patterns Learning Process ‘When pattems are not being learned, you have to start fom the bottom yp, The boomy, in this e282, 6 thar there cold be the familiar etwork comestivity issue. Other posible causes include routes being bleked and perhaps tha the maximum number of routes as been reached Possible causes include the following: Unified Communication § registered with UCM. © CCD requesting the service is configured incorrecly, Solution: Check SAF forwarder values on UCM, sneger and SAF focwarder ae not in functional state, Solution: Verify thatthe SAP forwarder is © SAF noteisesbating call control infomation, Solsion: Check and verity FIGRP state © Pati blocking on UCM is keeping routes from being valid. Sofaion: Cheek route pattems ‘= Max routes have heen loamed, Solution: Inerease max route value Verifying Advertising and Requesting Services Verification of SAF services can be eccomplishe from the Call Routing, Call Discovery section within UCM. When checking, check te Local an remote ses Tracing CCD ‘When tracing CCD issues within Unified Communications Mansyer, you rely just need io know where to tn on tracing and whet fiokd eo trace {© 2011 Glace Systems Inc. Al sights reserved. Ths publicatlon ts protected by co abt. Pease soe poge 89 for mare details,(78) Section 13 Cisco Service Advertisement Fremework The Key points areas fllows: ‘= Enable all phone devices, = Enable all gateway traces = Enable Miscellancous Trace. ‘= Enuble Forward and Miscellaneous Trace ‘= Use the Search function when dealing wih the ouput Learned but Unreachable ‘Your routes are shown up, bat users cannot ase the routes, Possible causes include the Following: = Loss of connectivity. Seton: Restore connectiiy = Learned routes mit noi be included inthe CSS of the phone, Sviaion: Add routes to the CSS ofthe phones {© 2011 Glace Syatems nc: Al sights reserved. THs publication Is protected by copyrtabt. Please sor page 98 for mae deals(79) CONP Veice TVoice 642-427 Quick Reference Section 14 Troubleshooting Device Mobility Issues Users rosming away from theie home office wil experience issues, The tsues they face will enerallybe the same ones that user ‘ho does not ram also faces, However, mobility does risk a fee mere issuss, Common device mobility issues include the following: cos Codec and CAC. Deviee Mobility tamed of SRST ispointing w the wrong IP adres. DHCP and IP adresses are misconfigured in Locations Call routing and AAR, Mi CoS Class of service (CoS) gives many administrators a beadache, A typical scenario for CoS is use has calling permissions that he shoal not hove while at th same time, he is missing permissions he shoul {6 2011 ace Bystome nc. All rights reserved This publoaien le protected by copyright Picsse[99] Section 14 Troubleshooting Device Mol ity sues You can resolve this issue a follows: Bevery well vrsedin C38 Creek the final CoS with a tae © Cheek partition and C38 configurations, © The device pool configuration applied by the roaming site © Vinke sore that your Device Mobility design is carat, Codec, CAC, and Media Resources ‘When your network is experiencing cndee or CAC problems, calls ace filing, and media resources ae being used perhaps uunnecesseily. This leas o resourees uot being available when needed. ‘You can resolve these issues as follows: CAC and codee: Check the device pool and make sure that it matehes the region and locations of the new sie = Media resources: Verify MRGL mppings in the device poo, SRST Roaming phones ate nt rezistering sites” SRST when solted fom UCM. To resolve this issu, verify SRST under ihe site- specific davies pool DHCP and IP These problems are old problems that ect all phones, and even Device Mobily. To escve these isses, fellow TP sep a8 ‘mentioned eater inthis guide. Check the device pool. The device pool should have the correct Device Mobility group and location configured. (© 2011 Cisco ystems ne Alright served: This publication is protected by copyright Plesse soe page 29 mone cei[st] Section 14 Troubleshooting Device Mobily Issues Call Routing and AAR ‘Wha calls re being sent to the wrong gateways, AAR does not wr, and localization displays tbe incorect format. These are just 2 couple ofthe tues that cen happen. ‘The falar of call routing and AAR are going tobe design or configuration related, Device Mobility Call Routing Problems = CSS miscontguration = Inconeet Device Mobility = Imourate CSS design © Incorrect configuration of device pools Ways to resolve these issues inclade the following: "= View the current phone Device Mobility stings = Trace anduse DNA to check the dis plan = Confirm pacition and CSS configurations = Confirm the daviee pool enfigurtion, ‘= Check the Device Mobily group desien.[92] CONP Voice 7 olce 842-427 Quick Relerence Section 15 Extension Mobility Issues Extension Mobility enables users to lg into almost any phone and bring their personal and customized phone sings with them, ‘The same basic components are used: they ae just made in different fashion. Consider it like making » peonat butter and elly sane. Depending on tbe person making the sandwich, or where you're located geographically, will determine if something i cde. So, when it comes to Extension Mobility, you sill have the same building blocks (phone button templates, spocd dial, service URLs, MOI, snd s0 on. [Now your sandwich has eres cheese and mrshmallans Mobility problems include the following: » oo = Caltroning © Assorted login an logout issues = Phone service Phone batts Mobility Error Messages Cisco P phones Should display some typeof message on the phone screen, Here ae sore Eatension Mobily error messes you nights (©2011 ciaco Systems Ie. Al[931 Section 18 Extension Mobility Issues Host not founds Chock thatthe Cisco Tomtat service is tuning (Servecability, Control Center, Network Serviees) [61-Datahase Error: Check to se whether lange name of catahase request exists. (RTT, Requests fn Progress counter ‘in the Cisco Extension Mobility ebjes) [201]-Authentication error: Make sure the user ID and PIN were entered correctly in Unified Communication Manager (User Management, end use»), [202]-Blank userid or pin: Enter a valid user ID or PIN. [205-User Prote Absent: Check that user has a device profile associated (User Management, ead user) [207]-Deviee name Empty: Check shot Cisco Extension Mobility has the correct URL configured [20)-EM Service Conn error: Check tht the Extension Mobility service i nanning (Servieesbility, Control Center, Feature Serviees) [22]-Dev. Logon disabled: Verity that Enable Extension Mobility is checked on the phone's conigurstion page [25/-User logged in elsewhere: Selexplanatery, [26]-Busy, ploase try again: Verity chat the number of concurrent login snd logout requests isnot larger than allowed (RTM, Requests im Progress counter in the Cisco Fxiension Mobility ob!e0) Hep Exvor [503]: Check that she Cisco IP Phone Serviees service is runn Services) (Gervieeability, Control Center, Feature “Motility lin asc incade the following: Service not avallable: Phone is using either a loyout device profile or phone-device profle dat doesn’t subscribe to the Cisco Extension Mobility Service. Solution: Check thatthe device profile ured os the logout profile an the phone subscribes to Extension Mobility User cannot login: Users are having problems logging into phones, Seaua 1: Verify usemame and password re correct. {© 2071 Gieco Systeme ine. Arche reserved. Thde publestion le protected by conoht.Pleese see page 89 for mere deta.(ea) Section 15 Extersion Mobility Issues Solution 2: associated user with « device profile fr Extension Mobily Trehe nsemame, password, and profile are core, try Soon 3 Solative 3: Check the phone configuration page and verify thar Enable Extension Mobility is checked. ‘= Phone restarts: User can log in in, but the phone restarts instead of resetting, Solution: Make sare locales match on the phone, end-user configuration pags, and the device profil Logging Out The same issues that ales the user logging in can cause the problems lozgine out. To resolve legin troubleshooting suggerions. Extension Mobility Phone Button Issues This will more than ikely be caused by 2 mismatch with phone models. You can create cifferent profiles per phone type Extension Mobility Calling and Call Routing Issues “The he points are a allows Device CSS is never modifi hy Extension Mobily. 1 Linc CSS is changed by Extension Mili When using loa route groups, the ine device CSS spre Applies the fine C3S ofthe user device profile, and user Co settings are enforced[95} Section 15 Exiension Mobility Issues Device CSS is not modifies [AAR CSS is never changed by Extension Mobility Ine traditional CSS approach, the same C3 is used, cousing problems with users’ CoS in multisite deployments. \With thee Key points in ind, you can Sarto resaive Extension Malhity calling a call routing sees, just as with other calling issues previously mentioned,(98) ONP Voice TVeice 642-427 Quick Reference Section 16 Cisco Unified Mobility General Issues New concepts are associated with mobile voice access and so you might face the following issues ‘+ Users unable te switch calls between desk phones and mobile plies 1 Mobile voice access unavailable er not allowing outbound calls © Call ransirs resume, and all ack or handing ofa call not working on 2 remote phone. = eel ld party unreachable, © Incorrect number presen, ‘= Mobile or desicop phones nat ringing on inbound cals, Unified Mobility Mobile Connect Troubleshooting = The Mobily buton sna availabe, Sulion. Check that he cont sftey kept i use fr te phone. = Anerror message displays when the Mobility buton is used, Solution: Make sure the phone is associated with # Cisco United Mobily end ser. ‘= Inbound calls to an office phone rings the office phone but not an associated remote phone. Solutions include the following: Enable Mobile Connect[971 Section 16 Cisco Urified Mobilty General sues (Check whether the ring schedule is configured, Calls falling ouside ofthe rng schedule will not rng the phone Enable Mobile Connect for Remove Hestination. Associate the remove destination profile withthe end user Associate the remote destination line withthe remete destinstion profile, Check C38 configurations Check tbe acess list Remote Phone Calling Issues. ‘When the wrong number (eller ID) is presented while using & remote phone, several issues are th likely causes. Solutions include ‘Check that he remote destination line is associate with the office phone. (Check hat de remote destination profile ine isin the same pariion as the ofMce phone. ‘Check that Mobile Connest ie erabled for the end use, Wall the preceding troubleshooting stiempts fi, check dhe UICM service parameter io se how caller ID matching $e. Redirection to Remote Phone Issues A.wsor cannot rodirect calle toa remote phone from an office phone. Solutions incluce the flowing ‘Same four troableshooting tips listed with regard to remote phone calling issue “The Mobili sotkey button is missing oF the cemnplat is missing the Motility buwon, SS insues ‘UCM cial plan, jealization, or globalizetion isnot working correctly. {© 2014 Clave Systems inc. Al ghts reserved. Tis pulicatlon Is protected by copyright. Pease sos nage 8 for more deals198) Section 16 Cisco Unified Mobility General issues Mobility Mobile Voice Access Issues = Usersnotable te reach interatve voice response (IVR) Soletion: Misconfigaed IVR or problem with inbound dil pov. Users unable to reac destin nner ter ning. Sion: Check the calling numer digit manipulation onthe grew © Incorrect configuratin of inbound dialing on the gateway. Solufon: Check C38 ofthe user. Mobility Mobile Voice Access Outgoing Call Issues ‘= User an call ino the IVR, get authenticated, andl the destination narber, bathe call fis. Sotto Check and recheck css (© 2011 Claco Systons nc Al ighis reserved: This publcatlon is protected ky copyright Please see page $8 for more cel(89) GONP Voice TVcice 642-427 Quick Referer Section 17 Troubleshooting Media Resources Music on Hold (MOH) ‘When a calls placed on bold, you can choose w play depending on the requirements of your company. © informational messayes, The MOH can be eer mulkcast or unicast ‘Comaon MOI issues include the follvving: © MOI resources not available. Solution: Use RTMT performance counters to view MOH resources. = MOH registration problems, Slain: I'your MOH resources are not available, one aea of concern might be some MOH ings resources are not rei Network connectivity Os Database comraption Mott resource disbled Cisco IP Voice Media Steaming Service not inning ‘©The callis disconnected when placed on hold, Sofution: Open C estat, Se the codce in Sy Center, Feature Services 10 1P Noe Media Steaming Application Service ant vice Parameters, Then, restart the Cisco Voice Media Stream app serviee in Control[90] Section 17 Ticubleshooting Media Resources Ao too silent or loud. Solution: Change the volume wih service parameters inthe Ciseo IP Voice Media Streaming “Applicaton Service, and then restart the service, Changes will affect only newly imporied files, Resimport warned files to the MOI server OH (Tone on Hold). Solution: Possible mismatch n cadee configuration beween the repion and the MOH server, Location besed CAC is used, and not enousth bandwicth is available, ‘UCM will el phone to generate TOIL. [No more audio streams are available fr the MOH servet, so TOH is used. The MOH server is not regisered. ‘The MRG configuration is incorrect, ‘Multicast MOI is expected, but unicast MOH is played. Solution: Multicast MOIL isnot erable. Multieast max hops i set co low. ‘The Cisco 10S routers aot enabled for multicast routing 10S commands to deal with this ise include the following: 4p muldeast-routing cxables mulicast routing {ppm enables the interface to participate in maltieast, {pli sparse-ense-made enables the interface to panicipat, ‘Note that you use only one fp pln command, depending on your needs ‘You can verity mukicastroming in FOS with the following commands show ip multicast shows multicast stats show ip mroute displays the multiesst routing able shu Ip muleast interface interface shows interface configuration and packet eouniers[91] Section 17 Ticubleshooting Media Resources "To verify multicast in UCM, use trace. = Aremore MOH source is used, when a local MOH source is available. {0,251 che prin A gh reine, Tits puna Bs tc hy erpyright: Floees ce ign fr snes,[92] CCONP Voice TVeice 642-427 Quick Reference Section 18 Troubleshooting Media Termination Points ‘A Media Termination Point (MTP) software device slows supplementary services, suchas call par, eall hol cal tester and conferencing, chat are otherwise no available when calls are routed to an 1.523 endpeit, Some F523 gatestays might reguite that call use an MTP te enable supplementary call services, but Cisco TOS gateways do not, a a weneral rule MTP Registration Issues Common NTP registration issies include the following: Caco IP Voice Media Steaming Appliestion i not running property. Sofuion: Rett the service in Unified Serviceabiliy = Hardware MTP names not matching with Unified Communications Manager Soluion: Check the configuration Perform no shutdown in the farm profile service parameters, 1 Asvess st filtering, Soaion:Allew TCP pot 2060. © Software MTP not activated. Solution: Activate MTP in the Cisco IP Voice Medin Streaming Service application MTP Allocation Issues f= MIP aot roxisterd wit Cisco United Communiaticns Manager Solan: Register MTP with UCM, Se the registration troubleshooting section[93) Section 18 Troubleshooting Media Termination Peints = MIPisminning out of resoarees, Solution: Deploy more RTP reseuteas if they are runout frequently © MRG and MRGL misconfigured Solation: Check your MRG and MRGL conilgurations. Soluion: Assoviate MGRL wih a device that requires MTP. Verifying MTP ‘You sould nana ace and check ont depug seep messages shows SCCP messager ‘Show seep connections shows sessions and bath legs {© 2011 Ctce Systeme inc. All ght reserved. This publizalen ls protected by copyright. Pesce cox page 98 lor more deta[941 GONP Voice TVeice 642-427 Quick Reference Section 19 Troubleshooting Conferences Confrence calls enable three or mare people to participate i che seme phone conversation, Conference eas sre 2 popular way for companies o save money oa travel-related expenses, Inthe world of Cisco, you have Two types of canference bicige: software anc bbardware. Each has its advantages and disadvantages, The conference can be either Meet-Me ot ad be. Verify Hardware = Cisto 10S: show seep digplays the status and the IP address ofthe UCM itis registered with = Cisco 105: show seep cem group munter: displays the mame used wo reper with UCM, = UCM: Media Resources, Conference Bridge. Verify Software ‘You want to confi tha the Cisco IP Voice Medi Streaming Application Servic is running: Servieeability, Tools, Control Center, Keaure Services Ad Hoc Conferencing Issues Confrence paricipanis cane be ade by the originator: 1 No Conn softkey is onthe phone. Slaton: Chek the phone configuration page and make sre the sfey 6 ade = No Conference Bridge messaxe appears on the originators phone: Soltion: Associate the phone with MRGL (© 2011 Caco Systens nc: Al iphts reserved. This publication ls protected by copyright. Pease soe page 98 kr more etal[98] Section 19 Troubleshooting Conferences "= Maximam number of participants reached. Solidion: Check Maximam Ad Hoe Conference service paators = C820 IP Voice Media Steaming Application Service is not running. Solum: Enable the service in Serviceability, Too Control Center, Feature Services = Conference bridges out of resources. Soltion: Adi more resoarces. = Conference participans cannot be ads by the originator staan f: Same as Steps 1-6, Setan 2: Check whether Advanced Aa Hoe i enabled. = Conference established, bat suddenly disconnects. Soluion: Check the Drop Ad Hoe seine: Never: Conference remain active ithe orginstr leaves. “When Conference Controller Leaves: Terminares te conference if te originator leaves, yransfers, parks redirects the al ‘Wher No On-Net Parties Remain tn Conference: Terminates when no on-ner parties remain, Performance Use RIMT to monitor the performance of your eanference resources, Tracing Traces can provide lots of information about the conference(981 Section 19 Troubleshooting Conferences Meet-Me Conferencing Issues f= The Mcct-Me softkey missing, Solon: Chek the softkey template 1 The Mect-Me pater to join a conference presents a eorer tone. Solution: Check to see whether he conference hasbeen st w. Check te cle CSS Check the codes of te caller Conference bridge sources are completely used up. Souion: Chock the valve of he Maximum Meet-Me Conference ‘nies service parameter in UCM. 1 Noconferenee bridge is dipaye ar a reorder tne oor when setny up anew conference. Soon; Assit the phone witha conference bridge. Check MRG and MGL for misonfigurations[971 CONP Voice TVeice 642-427 Quick Reference Section 20 Troubleshooting Transcoder Issues Transcoders allow communication between endpoints that use diffrent codecs. The irinsceder convert the incoming streams to the other codec and oupars them to the endpoints, Transcoder Registration For eanscader to work, they must be conceily registro. You should shock Cisco TOS and your Ciseo Unified Communication Manager settings 108: Moke sure thatthe name matches by issuing the command show seep cem group ruamber. Thea, verity that the teanseoder isnot shur down, You should ise the no shutdown comma UCM: The Cisco IP Voice Media Streaming Application Service might net be cperating properly Resa the service in Unite Servicii © Firewall: The firewalls mas allow TCP port 200 (SCC?) co pass through. Transcoder Allocation Issues ‘Chock thatthe wanscoding resource is euistered with UCM 1 Transsoder out of rescues Slaton: Lock at deploying more transcode resources, = MRGIMRGL misconfigued. Solution. Check the configurations in UCM.[98] ‘Section 20 Troubleshooting Transcoder Issues Verifying Transcoder Resources ‘You can verify cranseoding resources with RTMT: show seep conmections shows sessions and both legs. ‘show dspfarm asp all shows hich digital signal processor (DSP) resources are performing transcoding and which ar idle Tracing is possible and provides usefl information Debugging debug secp messages shows SCCP messages sent and received, IP addresses snd ports, an soon {© 2011 Glace Systems inc. Al Hohts reserved. THs pulicaton ls protected by copyitaht Pease see pace 89 for mate serailCCNP Voice TVoice 642-427 Quick Reference Brion S. Washington legit enel Napa fi dpa ence my teep ‘rine ay oy ty fran escort lag ering seen rig itn ag einen, ‘ar eracnperasion mth er retreat iia Eat Ap 2011 Warning and Disclaimer ese ue Refetes asted pve anaebt te CONF ISS RESGE Shee ceca ae de Qk Steamy ree ay aly Tauiguerkatene ‘ie ops xe onsale ketene sue [98] CONP Voice TVeice 642-427 Quick Reference Trademark Acknowledaments Aen mannan heel Qik Reems hk to dans canna en ape Feedback Information Ms hed ck ei “ digi Quick Retna os eno uc ugh eal eh Soa core som Pratebenwe niche eign Qik Reese ISBN ier mee Corporate and Government Sales ‘Rear los tin ono i dg a Ree hn ced ny a