AREAS OF TROUBLESHOOTING:

=========================
1)CALL MANAGER
2)VOICE CLIENTS
3)NETWORK INFRASTRUCTURE
4)UNITY
CALL MANAGER:
==============
Troublshooting is done in Cisco unified servicability
Alarm:
=======
Alarm is found in main tab in unified serviceability
Alarm has two sub tabs
Configuration:
--------------
Set an alarm and define the alarm
which server --->Subscriber or Publisher.
Servic Group---->e.g CM services
service -------->e.g Cisco Call Manager
Local syslog :Is for Local system and set the Alarm Event Level
In Alaram Event level ----> serveral options -->1)Debug 2)Emergency 3)Error 4)Wa
rning 5)Notice 6)Informational 7)critical
Remote Syslog:This for remote server.
SDI Trace:
ALARM DEFINITION:
=================
you can define the Alarn in the definition.
TRACE:
======
Trace found in main tab in unified serviceability
you can download the traces:
ANALYZER:
=========
Any service Activation can be done by go to Uified servicability ---->tools ----
------> service Activation.
Go in Unified serviceability ----->Tools-------->Service Activation---->cisco Di
aled number Analyzer
Tools------>Analyzer----> u can set the calling party and then set the Dialed di
git settings
When u set calling party all the properties are inherited(i.e COR)
CONTROL CENTRE:
===============
You can restart , stop and start the service. It also tell you how much time the
service is up.
SYSTEM CLI TROUBLESHOOTING:
===========================
utils system shutdown
and there is commnads for system stats
Voice log Translator ---> a free available tool for analyzing the logs----> it w
ill state the protocol information.
After collecting the SDI Trace open it with the voice log translator.
IP-PHONE BOOT PROCESS:
======================
Switch is going to detect the unpowered phone by the two methods below and suppl
y power
INLINE POWER
802.3af POE
Phone boots the software image
Switch provides the VLAN information for the ip-phone by CDP.
Phone sends the DHCP request which is broadcasted in the VLAN.
DHCP server receving it responds with the ip address, default gateway, TFT IP Ad
dress(DHCP option 150 shpould be set).
Phone retrieves the configuration file for the phone from the TFTP.
Phone contacts the CCM server configured in the configuration file.
How to check in the switch the phones connected:
================================================
show cdp neighbours-----> this will tell u the phones connected.
show cdp entry SEP* --->this will list out the configuration file and the phone
type
TROUBLESHOOTING STEPS IN END POINT REGISTRATION:
================================================
1)Network configuration ----check in the switch phones connected using cdp.
2)IP configuration problem(Manual or DHCP based) ----> sh run | begin dhcp---> c
heck default router, dns server, tftp server ip address is set
3)TFTP server---> check in Tools ---> service activation --->tftp server activat
ed.
4)Call manager service
5)Bad configurfation file or firmware-------> go to the Cico unified CM administ
ration website--->Device--->Device settings-->device defaults-->check the load i
nformation.
6) All the above steps u have checked but a particular phone is not registering
then delete the phone configuration and create the configuration again.
TROUBLESHOOTING FROM THE PHONE:
===============================
1)Reboot the phone using **#** and for unlocking the phone use **# used for sett
ing the ip.
2)Watch the status messages --->settings------>status.(status messages are used
to troubleshoot the phones)
search the cisco ip phone status messages in google--->in the cisco website the
y will give reason for the status messages.
3)Verify the IP Address.In the network settings u can check the VALN. Which VLAN
the phone is?
4)RESET the configuration---->select the Network settings and unlock the phone--
->u will get an option Erase then it will erase the Network configuration.(in so
me phones)
NOTE: Cisco CallManager disables auto-registration by default in order to preven
t unauthorized connections to your network. If you must turn on auto-registratio
n, complete the steps that the Auto-Registration guide outlines.
If your IP phones still fail to auto-register after you complete the instruction
s in the Auto-Registration guide, reset the IP phone back to factory defaults:
1. Press **# in order to unlock Network Configuration on the phone.
2. Press Settings.
3. Press 3 on the keypad (or scroll down) for Network Configuration.
4. Press 33 on the keypad (or scroll down) for Erase Configuration.
5. Press the Yes softkey.
6. Press the Save softkey.
TROUBLESHOOTING FROM THE CALL MANAGER:
======================================
1) Ping the phone from the call manager
from cli:
utils network ping ip-address
from gui:
cisco unified OS administration---->services--->ping
2)Restart the service--call Manager
3)Create New configuration file
delete the phone and recreate it.
TROUBLESHOOT SIP DEVICES:
=========================
Ensure that SIP device using the SIP firmware.
CALL MANAGER SERVER OPERATION TROUBLESHOOTING:
===============================================
in cli of Call Manager:
show perf query counter process "% CPU Time %" --show the process and its utiliz
ation.
CALL MANAGER SERVER IS SLOW:
============================
CHeck in siwcth for speed and duplex mismatches.
Check for process utitlization and memory leaks--Rebooting the server may fix th
e problem
Check for potential dos attack on the server---->using wireshark.
DATABASE REPLICATION ISSUES:
=============================
CALL MANAGER 3 -->SQL 7 database
CALL MANAGER 4---->SQL 2000
CALL MANAGER 5,6,7 --->IBM INFORMIX
In CM 3 and 4 --->subscriber database is Read only and publisher database is Rea
d and Write.
wheras in 5,6,7--->user features are made read and write in Subscriber also
tat is partially read and write for subscriber database.
One more difference: every request is received in subscriber is forwarded to pub
lisher for verifying in call manager 3,4 not in 5,6,7
HOW TO IDENTIFY DATABASE REPLICATION IS NOT HAPPENING:
======================================================
1)Changes to the ip phone configuration doest not apply.
2)Call forwarding doest not work
3)Speed dial doest not work.
4)EXtension mobility doest not work.
TOOLS FOR TROUBLESHOOTING:
==========================
call amanger 4 --Sql tools
Call manager 5,6,7 --Real time monitoring tool and the CLI
In the Real time monitoring tool --->performance--->Number of replicates created
.
in the CLI--->utils dbreplication status--->This command should be run from the
publisher server.
it will be dispalyed like the status is the file.
To view the file u need to use the below command.
file view activelog filepath/name.txt
db replication repair ---it will repair database relation with the subscriber.
MONITOR A PORT IN SWITCH USING ANOTHER PORT:
============================================
Scenario is PC connected to port 0/23 in switch and Voice router is connected to
port 0/6
to Monitor the port 0/6 and send it to port 0/23 use the commnads
monitor session 1 source interface 0/6
monitor session 1 destination interface 0/23.
TROUBLESHOOTING COMMON ISSUES:
==============================
TROUBLESHOOTING IN CLI:
-----------------------
show status --->uptime
show perf query class Memory or Prosessor
show perf query counter Process % CPU Time
show perf query counter Process Process Status
show perf query counter Partition % Used --disk usage
Networking commands:
--------------------
show network status --network status
Database commands:
------------------
show tech database
show tech dbinuse
show tech tables
Basic Utilities:
----------------
utils system restart --reboot the server.
checking the trace files from the CLI:
---------------------------------------
file list activelog cm --->this commnad will list the directories in the cm
file list activelog cm/trace/ccm/sdi/ --->this directory contains the sdi trace
s.
Cisco Unified Serviceability provides trace tools to assist you in troubleshooti
ng issues with your voice application.
Cisco Unified Serviceability supports SDI (System Diagnostic Interface) trace, S
DL (Signaling Distribution Layer) trace (for Cisco CallManager and the Cisco CTI
Manager services), and Log4J trace (for Java applications).
RTMT(Real time Monitoring tool)
===============================
Installation:
In Cisco Unified CM administration --->Application-->plugins--->RTMT
System history Log:
-------------------
You can access the system history log by using the CLI file command; for example
:
file view install system-history.log
file get install system-history.log
Different types of traces:
--------------------------
Traces
This section is where you configure the traces that can assist you in troublesho
oting. They are trace configurations and troubleshooting traces. You can configu
re three types of traces: SDI, SDL, and Log4j. The trace configuration option yo
u pick has a big impact on the information you will receive and how much time yo
u will probably spend during problem resolution. The files can be viewed in RTMT
:

You are probably wondering how to choose between a trace and troubleshooting tra
ce. The following table lists the main difference between these two.
Trace types include the following:
stem diagnostic interface (SDI) or signal distribution layer (SDL) trace log fil
es
SDI:
--------
Runtime events for the related software
IP address
Time stamp
Device name
SDL:
-------
Call processing from Unified Communications Manager and Cisco CTI Manager Se
rvices.
Used by Cisco TAC engineers. Normal administrators provide this information
to them only upon request.
NOTE
Traces affect system performance, so use them only for troubleshooting purpo
ses. If you want to practice traces, use a nonproduction system. In addition, SD
L traces can be more difficult to read than SDI. Therefore, you usually start wi
th SDI traces to find logs related to CUCM issues.
Log4J:
-----------
Used for Java applications
To configure a trace, follow these steps:
Select the server.
Select the service group from the drop-down.
Select the service.
Check the trace boxes you want.
Click Save.
SDI AND SDL:
------------
An SDL Trace log file contains call-processing information from services such as
Cisco CallManager, Cisco CTIManager, and Cisco TFTP. The system traces the sign
al distribution layer of the call and logs state transitions into a log file.
An SDI Trace log file contains information for all Cisco Unified CallManager ser
vices. The system traces system diagnostic interface information from the servic
es and logs run-time events and traces to a log file.
Cisco Call Manager Problems:
============================
Device Issues:
--------------
1) Voice quality:
=================
check the codec used and also the VAD is enabled or not
Disable the VAD or Silence compression in voice gateway
Disable the service in Cisco Unified Communications Manager Administration, and
choose System > Service Parameters --->silent suppression
2) One way voice:
=================
An improperly configured Cisco IOS gateway, a firewall, or a routing or default
gateway problem, among other things, can cause this problem.
Action: Make Sure IP Routing is Enabled on Cisco IOS Gateway/Routers
voice-ios-gwy(config)#ip routing
Check the following conditions:
-------------------------------
Default gateways configured at the end stations
IP routes on the default gateways, mentioned above, leading to the destination ne
tworks
Other conditions needs to be checked in gateway:
------------------------------------------------
Bind the H.323 Signaling to a Specific IP Address on Cisco IOS Gateway/Routers
When the Cisco IOS gateway has multiple active IP interfaces, some of the H.323
signaling may use one IP address for course, and other parts of it may reference
a different source addresses
h323-gateway voip bind srcaddr<ip address> . Configure this command under the in
terface with the IP address to which the Cisco Unified Communications Manager po
ints
NoteIf your Cisco Unified Communications Manager is using a TCP port for skinny
signaling that differs from the default 2000, you need to adjust the NAT router
with the ip nat service skinny tcp port<number> global configuration command.
Disable voice-fastpath on AS5350 and AS5400
--------------------------------------------
no voice-fastpath enable --for disabling
When enabled, this command caches the IP address and UDP port number information
for the logical channel that is opened for a specific call and prevents the RTP
stream from getting to the application layer, but rather forwards the packets a
t a lower layer. This helps marginally reduce CPU utilization in high-call-volum
e scenarios.
When supplementary services, such as hold or transfer are used, the voice-fastpa
th command causes the router to stream the audio to the cached IP address and UD
P port, disregarding the new logical channel information that was generated afte
r a call on hold was resumed or a transfer was completed.
Verification:
-------------
A useful command to verify packet flow specifies debug cch323 rtp.
This command displays packets that the router transmits (X) and receives (R). An
uppercase character indicates successful transmission/reception whereas a lower
case character indicates a dropped packet. See the following example:
3) Echo:
--------
input gain on the voice port
4)Codec and Region mismatches: when a call goes from one device to another check
the region and the codecs assigned between them.
5)Dropped calls:
---------------
Determine whether this problem is isolated to one phone or to a group of phones
Check the Syslog Viewer in the Cisco Real-Time Monitoring Tool (RTMT) for phone
or gateway resets.
You will see one Warning and one Error message for each phone that resets. This
indicates that the phone cannot keep its TCP connection to the Cisco Unified Com
munications Manager alive, so the Cisco Unified Communications Manager resets th
e connection.
If the call is going out of a gateway to the PSTN, you can use the CDR to determ
ine which side is hanging up the call.
6)Voice Messaging Stops After 30 Seconds
----------------------------------------
To resolve this problem, verify that the Media Gateway Control Protocol (MGCP) i
s being used on the voice gateway.
If the MGCP is being used, add the no mgcp timer receive-rtcp command
If MGCP is not on the voice gateway, enable Skinny traces for the Cisco Unity se
rver and Cisco Communications Manager traces.
7)Call Manager Features and services:
-------------------------------------
Call park issues:
The call park number does not display long enough for the user. set the paramete
r( System ---->Service parameters---->Call Park Display Timer = )
User cannot park calls. When the user presses the Park softkey or feature button
, the call does not get parked.
Soln: Ensure that a unique call park number is assigned to each Cisco Unified Co
mmunications Manager in the cluster
The partition that is assigned to the call park number does not match the partit
ion that is assigned to the phone directory number.
Key is not active:
Configure a voice-messaging pilot in the user voice-messaging profile.