Cisco Expo KSA: CCIE Voice and Advanced UC. Ben Ng, Product Mgr, CCIE Exam Team. Dec 6th, 2011 TECCIE-8002

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1 Cisco Expo KSA: CCIE Voice and Advanced UC Ben Ng, Product Mgr, CCIE Exam Team Dec 6th, 2011 TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 1

2 CCIE Voice Overview TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 2

3 CCIE Voice Overview CCIE Voice certification recognizes experts with the highest level of technical knowledge and hands-on experience in building, configuring, and troubleshooting a Cisco Unified Communications solution CCIE Voice exams covers the technologies and applications that are commonly deployed in Cisco Unified Communications networks Introduced in September 2003 ~1,700 in the world TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 3

4 CCIE Voice Written Exam Blueprint Major Topics Covered: Infrastructure Protocols Cisco Unified Communications Manager IOS IP Telephony: Cisco Unified Communications Manager Express and Cisco Unity Express Telephony Protocols (Analog and Digital, H.323, MGCP, SCCP, SIP, etc.) QoS Operations and Network Management UC Security Presence Cisco Unified Contact Center Express Unified Messaging Detailed CCIE Voice Written Blueprint on Cisco Learning Network (CLN) Webpage: TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 4

5 CCIE Voice Lab Exam Overview An 8-hour, hands-on, 100-point lab exam; candidates must score 80 or above to pass Candidate builds, troubleshoots, and optimizes a voice network to supplied specifications on a provided Voice equipment rack Physical cabling is done. IP routing protocol (OSPF), and WAN (Frame Relay) are preconfigured Unified Communications applications are installed, with some preconfiguration of basic tasks, such as device registration and baseline application integrations TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 5

6 CCIE Voice Lab Blueprint (I) Implement and Troubleshoot: Campus Infrastructure and Services CUCM and CUCME Endpoints Voice Gateways Call Routing Policies High Availability Features Media Resources QoS and Call Admission Control TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 6

7 CCIE Voice Lab Blueprint (II) Implement and Troubleshoot: QoS and Call Admission Control Supplementary Services Other CUCM Voice Applications Cisco Unified Contact Center Express Voic Messaging Cisco Unified Presence Detailed CCIE Voice Lab Blueprint Is on the CLN website: TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 7

8 CCIE Voice Lab Equipment Cisco MCS-7845 Media Convergence Servers Cisco 3825 Series Integrated Services Routers (ISR) Cisco 2821 Series Integrated Services Routers (ISR) ISR Modules and Interface Cards VWIC2-1MFT-T1/E1 PVDM2 HWIC-4ESW-POE NME-CUE Cisco Catalyst 3750 Series Switches IP Phones (7965) and Soft Clients TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 8

9 CCIE Voice Lab Software Cisco Unified Communications Manager 7.0 Cisco Unified Communications Manager Express 7.0 Cisco Unified Contact Center Express 7.0 Cisco Unified Presence 7.0 Cisco Unity Connection 7.0 All routers use IOS version 12.4T Train. Cisco Catalyst 3750 Series Switches uses 12.2 Main Train TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 9

10 CCIE Voice Lab Rack Access Candidate Workstation Candidate Rack Candidate PC 10/100/1000 LAN Comm Server Exam Routers Candidate Telephony Endpoints HTTPS, SSH, VNC, and/or Stand-alone Server Exam Servers Terminal Service Msgs DIR TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 10

11 CCIE Voice Lab Sample Topology Stand-alone Server CUCM Cluster Msgs DIR Router/ Gateway T1 PSTN Router/ Gateway T1 FR Headquarters FR E1 Branch Office B IP WAN FR CUCME Router/ Gateway Branch Office C TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 11

12 Troubleshooting in CCIE Voice Lab Exam TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 12

13 Troubleshooting Prerequisite and Methodology 1 Understand UC Protocols and how it should work Identify the Issue Narrow the Scope Collect Information Analyze Data TECCIE-8002 Problem Resolution 2010 Cisco and/or its affiliates. All rights reserved. Cisco Public 13

14 CCIE Lab Troubleshooting Case Study TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 14

15 HQ CCIE Lab Troubleshooting Case Study: Lab Sample Question HQ IP Phone users have reported that occasionally when they call PSTN numbers, they can t hear anything for a few seconds. Collect traces and find out the reason for this delay, you must support your findings with trace analysis. 4 points CUCM PSTN PRI V A WAN Voice Gateway WAN Router Branch TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 15

16 1 Understand UC Protocols and how it should work MGCP (Media Gateway Control Protocol) Media Gateway (MG) contains simple endpoints, which can be either analog voice-ports (FXS/FXO/E&M) or digital (T1-PRI/T1-CAS) voice trunks Call intelligence of these endpoints are provided by Media Gateway Controller (MGC) or Call Agent (CA), in our case, the Cisco Unified Communications Manager Master/Slave relationship between MGC/CA and MG MGCP messages are sent over IP/UDP between MGC and MG signaling plane Voice traffic is carried over IP/RTP data plane TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 16

17 1 Understand UC Protocols and how it should work MGCP Endpoints Endpoints are voice ports on a MGCP gateway Analog Endpoint Identifier AALN/S1/SU0/0@MGCP-GWY.cisco.com: the endpoint is voice port 1/0/0 on a gateway with hostname of MGCP-GWY and domain name of cisco.com Digital Endpoint Identifier S1/ds1-0/1@MGCP-GWY.cisco.com: the endpoint is b-channel #1 on T1 controller 1/0 on a gateway with hostname of MGCP-GWY and domain name of cisco.com TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 17

18 1 Understand UC Protocols and how it should work MGCP Messages (UDP Port 2427) End Point Configuration EPCF (CA EP) Create Connection CRCX (CA EP) Modify Connection MDCX (CA EP) Delete Connection DLCX (CA <-> EP) Notification Request RQNT (CA EP) Notify NTFY (CA EP) Audit Endpoint AUEP (CA EP) Audit Connection AUCX (CA EP) Restart In Progress RSIP (CA EP) TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 18

19 1 Understand UC Protocols and how it should work MGCP Call Flow Explained (FXS): CallManager (2) RQNT R: L/hu,D/[0-9*#] S:dl {dial-tone, send digit map} (4) :RQNT R: L/hu, D/[0-9*#] S: {Turn off dial-tone} (6) CRCX {create connection} Turns on ring tone. MGCP Gateway (1) {Stn. Off-hook} NTFY O: L/hd (3) {Digit:} NTFY O: 4 (5) {Digit(s)...} NTFY O: 5 (7) Ack with local RTP addr/port (8) MDCX {modify connection, sends remote peer RTP info} TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 19

20 1 Understand UC Protocols and how it should work MGCP: PRI Backhaul: TDM IP PSTN PRI Layer 3 Layer 2 Framing Q.931 Backhaul over TCP MGCP over UDP Call Signaling Cisco CallManager Framing and Layer 2 signaling terminates at the gateway Q.921 status and Q.931 signal backhauled to the Cisco CallManager MGCP 0.1 with Cisco CallManager only MGCP messages over UDP, port 2427 PRI Backhaul messages over TCP, port 2428 TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 20

21 Troubleshooting Step-by-step 2 Identify the issue/symptoms: HQ IP Phone users have reported that occasionally when they call PSTN numbers, they can t hear anything for a few seconds. Collect traces and find out the reason for this delay, you must support your findings with trace analysis. 4 points HQ IP Phones Outbound calls to PSTN IP Phones could not hear PSTN caller for a few seconds This happens on some PSTN calls, not all. TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 21

22 Troubleshooting Step-by-step 3 Narrow the scope to the critical components HQ CUCM PSTN PRI V Voice Gateway A WAN WAN Router SCCP RTP MGCP TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 22

23 Troubleshooting Step-by-step 4 Collect information Select the Server Select Service Group Select the Service on Which Trace Needs to Be Enabled TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 23

24 Troubleshooting Step-by-step 4 Collect information Set to Detailed TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 24

25 Troubleshooting Step-by-step 4 Collect information RTMT is the primary serviceability interface for unified CM Client Downloaded via CCMAdmin Application Plugins Provides the following serviceability functionality Monitor performance counters Supports OS, unified CM application, and unity connection Both live and historical counter data Alert central Trace and log central Pre-canned screens Syslog viewer Device search Analysis Manager TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 25

26 4 Troubleshooting Step-by-step Collect information Real-Time Monitoring Tool: Trace and Log Central Remote Browse RMTM: Use to See Filenames on the Servers for One or More Services/Applications or System Logs or Crash Dump Files and Download or Delete them Manually TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 26

27 Troubleshooting Step-by-step 5 Analyze Trace CUCM sent CRCX to an endpoint: 11/22/ :48: Cisco CallManager MGCPHandler send msg SUCCESSFULLY to: CRCX 107 S1/DS1-0/23@R1 MGCP 0.1 C: D M: inactive CUCM received ACK to CRCX: in which the gateway offered RTP port number: 11/22/201113:48: Cisco CallManager MGCPHandler received msg from: OK I: 9 a=rtpmap:98 G.729a/8000 v=0 a=rtpmap:99 G /8000 o=- 9 0 IN IP a=rtpmap:101 G /8000 s=cisco SDP 0 a=rtpmap:102 G.729b/8000 c=in IP a=rtpmap:125 G.nX64/8000 t=0 0 a=x-sqn:0 m=audio RTP/AVP a=x-cap: 1 image udptl t38 TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 27

28 Troubleshooting Step-by-step 5 Analyze Trace CUCM sends out Q931 Setup Msg through the BackHaul Link: 11/22/201113:48: Cisco CallManager Out Message -- PriSetupMsg-- Protocol= PriNi2Protocol 11/22/201113:48: Cisco CallManager Ie- Ni2BearerCapabilityIe IEData= A2 11/22/201113:48: Cisco CallManager Ie- Q931ChannelIdIe IEData= A /22/201113:48: Cisco CallManager Ie- Q931CallingPartyIe IEData= 6C /22/201113:48: Cisco CallManager Ie- Q931CalledPartyIe IEData= /22/201113:48: Cisco CallManager IsdnMsgData2= A A C Gateway backhauls Q931 Call_Proceeding to CUCM: 11/22/201113:48: Cisco CallManager In Message -- PriCallProceedingMsg -- Protocol= PriNi2Protocol 11/22/201113:48: Cisco CallManager Ie- Q931ChannelIdIe -- IEData= A /22/201113:48: Cisco CallManager IsdnMsgData1= A TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 28

29 Troubleshooting Step-by-step 5 Analyze Trace CUCM told IP phone to get ready to receive audio: 11/22/201113:48: Cisco CallManager StationD: 6e5da08 OpenReceiveChannel CUCM send MDCX to gateway: 11/22/201113:48: Cisco CallManager MGCPHandler send msg SUCCESSFULLY to: MDCX 108 S1/DS1-0/23@R1 MGCP 0.1 C: D I: 9 X: 17 L: p:20, a:pcmu, s:off M: recvonly R: D/[0-9ABCD*#] Q: process,loop CUCM resend MDCX to gateway: 11/22/201113:48: Cisco CallManager MGCPHandler TransId: 108 Timedout Retry#1 11/22/201113:48: Cisco CallManager MGCPHandler TransId: 108 Timedout Retry#2 11/22/201113:48: Cisco CallManager MGCPHandler received msg from: OK TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 29

30 Troubleshooting Step-by-step 5 Analyze Trace Why Was the Modify Connection (MDCX) Retransmitted? MGCP is UDP-based and therefore handles retransmissions at the application layer Each MGCP message must be acknowledged CallManager will wait until the MGCP timer expires (configured in CallManager service parameters in CallManager administration) MGCP gateway did not send an acknowledgement to the MGCP message Nearly all cases of MGCP message retransmissions are due to packet loss in the Network TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 30

31 CCIE Preparation Resources and Tips TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 31

32 Exam Preparation (I) Getting Started Use exam blueprint on the Cisco Learning Network (CLN) (learningnetwork.cisco.com) page as your guide Evaluate and determine your knowledge level and hands-on experience in the major topic areas: exam topic check-lists are available for each track (downloadable from CLN) Formulate a realistic study plan according to you own work/personal schedule, also customize it according to your technical strength and weaknesses Don t spend all your time and focus on collecting the exact replica of the lab equipment rack Seek advise, from other CCIE Voice certified engineers, on preparation plans and tips TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 32

33 Lab Exam Preparation (II) Study and Practice Books No single All-in-One book that covers it all; use the suggested book list as an reference and stay informed about any upcoming books. Online reading resources Abundant online documentations, write papers, and articles on which compliments any books on latest technical developments Develop a habit of utilizing and navigating the Cisco on-line documentation at Online forums and Study Groups Online forums and study groups on the Cisco Learning Network at are excellent sources to seek technical supports and encouragements on questions that arise during your study process TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 33

34 Voice Lab Exam Preparation (III) Study and Practice (Cont.) Practice labs and scenarios 1. You don t need the exact lab replica to learn 2. Use the equipment which you have access to and learn each technology thoroughly 3. Form study groups to exchange ideas and share equipment 4. Go beyond configuration, learn to debug and troubleshoot 5. Stay with real world, applicable scenarios 6. Focus on learning the technologies instead of learning only what you think (or what you ve been told) is on the lab exam 7. Stay aware and informed on up-coming new features TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 34

35 Voice Lab Exam Preparation (IV) Study and Practice (Cont.) Trainings and bootcamps 1. To get the most out of trainings and bootcamps, learn as much material as you could _before_ you attend them 2. Leverage bootcamps for practice time on hard-to-get equipments 3. Leverage bootcamps to enhance your in-depth knowledge and hands-on skills on various technologies 4. Leverage bootcamps to gauge you technical and mental readiness to take the lab exam 5. Don t attend bootcamps to learn the test TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 35

36 Exam Tips and Test-Taking Strategies TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 36

37 Lab Exam Tips: Pre-Lab Before Your Lab Exam: Visit lab test site the day before Don t schedule flights too close to the end of the exam: you should be thinking about the exam instead of catching your flight Avoid last minute lab material cramp Get some sleep the night before the exam TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 37

38 Lab Exam Tips: In-Lab Think the 4 C s: Calm Careful Confident Courteous TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 38

39 Lab Exam Tips In-Lab (Cont.): Understanding Exam Requirements: Read the entire exam first Read the questions very carefully: every word is in there for a reason. Don t assume requirements that aren t mentioned in a question Some questions have multiple solutions, unless the test explicitly asked you to use one versus another, all are valid Excessive configurations are generally ignored during grading, unless they interfere with expected solution Ask the proctor for clarification TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 39

40 Lab Exam Tips In-Lab (Cont.): Time Management: Use question point values to judge time Know time-saving configuration techniques Know when to move on don t spend too much time on a single task, no matter how important you think it is If you suspect hardware issues, notify the proctor immediately Don t make any drastic changes towards the end of lab exam Save your configuration frequently TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 40

41 Lab Exam Tips In-Lab (Cont.): Verification: Verify, verify, verify, and verify again Some prefer to verify after each question, others like to verify until they finish the whole test. It s a matter of personal preference Verify against all requirements not just basic functionalities. Makes notes and check-lists TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 41

42 Lab Exam Tips In-Lab (Cont.): Troubleshoot: Troubleshooting skill is often the difference between failing and passing Know what and where to look for debugs and traces Look out for those seemingly invisible typos Remember the test lab is not your home lab addressing scheme is different Troubleshooting is important but don t spend all your time on one problem Don t let a unresolved problem impact your confidence Again, seek the proctor s assistance TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 42

43 For More Information Beware of rumors! Visit the CCIE web page at: Support: Post-lab Cheating: TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 43

44 Q and A TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 44

45 Thank you. TECCIE Cisco and/or its affiliates. All rights reserved. Cisco Public 45