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    642 427quickref2

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    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 -

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