2002, Cisco Systems, Inc. All rights reserved.

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2 IP Telephony Advanced Application Design & Deployment Scenarios Jeff Seifert, Consulting Systems Engineer 2

3 Session Objectives Understand high availability design options Understand dial plan tools available to enhance capabilities of your AVVID system Apply advanced dial plan concepts to ensure correct 911, voice class of service, and creating new features Understand the different troubleshooting tools, commands available in Cisco CallManager To be able to enable the debugs and provide the information requested by Cisco TAC in resolving your issues 3

4 What You Should Know Understanding of Cisco AVVID components Experience with Cisco Call Manager configuration and operation Understanding of Basic Voice Dial Planing 4

5 Agenda IP Telephony Deployment Model Review Call Manager & Unity High Availability Design Guidelines Cisco CallManager Dial Plan Toolkit Advance Design Considerations Tools and Utilities to Configure, Monitor and Troubleshoot CCM 5

6 IP Telephony Network Components Review Voice Messaging/ Applications Call Processing DSP Resources for Conferencing VM/UM CallManager DSP Router/GW IP WAN PSTN IP Phones/Endpoints PSTN Gateway/Router QoS Enabled WAN Infrastructure 6

7 IP Telephony Deployment Models Single Site Cisco CallManager, Applications and DSP Resources at same physical location Supports up to 10,000 IP Phones per cluster (to increase in 3.3 release) Applications (VMail, IVR, ICD,...) CallManager Cluster Multiple clusters can be interconnected via Inter-Cluster trunks PSTN used for all external calls PSTN 7

8 IP Telephony Deployment Models Distributed Call Processing Applications (VMail, IVR, ICD,...) CallManager cluster PSTN CallManager cluster Applications Headquarters CallManager and Applications located at each site Up to 10,000 IP Phones per site (to increase in 3.3 release) 100+ sites Transparent use of PSTN if IP WAN unavailable GK Gatekeeper IP WAN CallManager cluster Branch A Branch B Applications 8

9 IP Telephony Deployment Models Centralized Call Processing Applications (VMail, IVR, ICD,...) CallManager Cluster PSTN IP WAN SRST-enabled router Branch A Headquarters CallManager at central site Applications and DSP Resources can be centralized or distributed Branch B Supports up to 10,000 IP Phones per cluster (increases in 3.3) Survivable Remote Site Telephony for remote branches PSTN access at each remote branch and/or central site 9

10 Agenda IP Telephony Deployment Models Call Manager & Unity High Availability Design Guidelines Cisco CallManager Dial Plan Toolkit Advance Design Considerations Tools and Utilities to Configure, Monitor and Troubleshoot CCM 10

11 Cisco AVVID Design Reliability Fibre Ring Diversity PSTN Dual Central Office for ISDN PRI Dual Telecom Rooms Clustered Call Managers Primary, Secondary, Tertiary Unity Failover Routing Firewalls Voice and Data Redundant Core Network Dual Homed Cabling Diverse Paths 11

12 Global Survivability Factors Diversity Factor PBX IPT Notes Telco Central Office Dual Central Offices Access Diversity Separate Accesses from Separate Manholes Telephone Room? H/W Across Multiple Eqpt. Rooms In House Wiring/Risers? Multiple Eqpt. Rooms Call Processing (CPU) Call Managers Clustering Core Shelf / Back Plane Fully Redundant Switched Core Network Trunks Diversely Located Gateways ACD Call Centre Redundant Call Queuing CTI Connection? Redundant CTI Servers Power Supply Dual Power Supplies 12

13 High Availability Voice Starts with H.A. Data Hierarchal network Redundant uplinks Minimize spanning tree dependencies Leverage layer 3 routing protocols (EIGRP, OSPF) Hot standby routing protocol Physically diverse paths 13

14 QoS is Needed to Minimize Packet Loss, Delay and Delay Variation and Ensure Availability Central Campus Remote Branch Si Si WAN QoS - Campus Access QoS - Campus Distrib Speed and Duplex settings Classification/Trust on IP Phone and Access switch Multiple queues on IP Phone and Access ports Layer 3 Policing Multiple queues on all ports; Priority Queuing for VoIP WRED within Data queue for Congestion Management QoS - WAN Low-Latency Queuing Link Fragmentation and Interleave Bandwidth Provisioning Admission Control QoS - Branch Classification and Trust Boundaries on IP Phone, Access Layer switch and router Multiple queues on IP Phone and all Access ports 14

15 Intra-Cluster Communication SQL Database Intra-Cluster Run-Time Data Publisher Subscriber Subscriber Subscriber Cluster Determination Device Registration and Redundancy 15

16 Redundancy Skinny Connect Register (active) TCP KA B Skinny Connect Register (active) B X TCP Connect (Standby) D TCP KA D Cisco CallManager List 1 B 2 D 3 H H TCP Connect (Standby) H Fail-over Rate=10 Phones /sec 16

17 Unity Failover Failure Scenarios: Primary Unity fails - backup Unity takes over - SQL replicates recorded greetings, configurations - no service degradation Cisco Unity Server Messaging Stores Failover Server Message Store fails - Unified Messaging Repository (UMR) - allows new incoming messages to be cached in Unity until message store becomes available 17

18 Securing the Network Increases Availability Logical Barriers Arbitrary Internet Endpoints (Anywhere) Physical Barriers Firewalls, VPNs General Access to Internal Network (Dialup/VPN endpoints, Remote Locations, etc.) Ethernet jacks in public areas; Firewalls, Voice PC port on IP phones in lobby Vlans, ACLs, Switch Security 802.1x End jacks in restricted areas; PC port on IP phones of trusted users Receptionists, Locks Locked Doors (Employees Only) Link Integrity, Link Encryption Cabling between end jacks and closets; Wireless between endpoints and APs Surveillance, Observation Host Hardening, SSH, SSL IP/Transport Security Wiring Closets, Data Centers Locked Doors (Admins Only) Enviro, physical plant controls 18

19 AAA for Call Manager Authentication, Authorization, Accounting Effective Access Level 19

20 Agenda IP Telephony Deployment Models Call Manager & Unity High Availability Design Guidelines Cisco CallManager Dial Plan Toolkit Advance Design Considerations Tools and Utilities to Configure, Monitor and Troubleshoot CCM 20

21 External Route Elements in CallManager Route Pattern Matches dialed number for external calls Performs digit manipulation (optional) Points to a Route List for routing Route List Chooses path for call routing Points to prioritized Route Groups Route Group Performs digit manipulation Points to the actual devices Devices Gateways (H.323, MGCP) Gatekeeper Inter-cluster Trunk (remote CM) 1 st Choice Route Group IP WAN GK Route Pattern Route List 1 st Choice 2 nd Choice Route Group PSTN 2 nd Choice Configuration Order 21

22 Route Patterns Notes on Matching Logic CallManager matches most specific pattern 1111 will match before 11XX A registered IP Phone equates to an exact match (1111) Route Pattern can point directly to GW Route list construct recommended for multiple path call routing Commonly used Wildcards X Single digit (0-9) [2-9] Represents a range of North American Numbering Plan! One or more digits (0-9). Terminates access code # Represents end of dialing 22

23 Route Group Devices Device Types Route Group GK MGCP Gateways H.323 Gateways (H.225) H.323 Gateways (Inter-cluster Trunk) Anonymous Device VG-200 Cat 6K T1/E1 26xx-36xx IAD Dial plan config. in CallManager All IOS Gateways Device Protocol = H.225 Dial plan in IOS Other CallMgr clusters Device Protocol = Inter-cluster Trunk IOS Gatekeeper Delegates external IP WAN routing to the gatekeeper 23

24 Partitions and Calling Search Spaces Analogy with Subnets/ Access Lists Subnet/ Partition A Access List/ Calling Search Space permit B permit C (implicit) deny D Subnet/ Partition B Subnet/ Partition C Subnet/ Partition D Partition Where you are Collects devices with similar reachability characteristics Items placed in partitions: Directory Numbers (DN), Route Patterns, Voice Mail Ports... Calling Search Space Where you may call Set of rules to set call restrictions/ permissions Defines which partitions a device may search to reach a dialed number Is assigned to IP phones, GWs 24

25 Translation Patterns The Basics Dials 0 to reach operator Calling Search Spaces OperatorCSS InternalCSS Delivers 2001 Partitions Translations 0 [Transform Mask: 2001] AllPhones All IP Phones Translation Pattern transforms 0 in 2001 and forces second lookup Looks like a Route Pattern, allows digit manipulation Instead of sending calls outside via a Route List, forces second lookup in CallManager, using a (possibly different) Calling Search Space 25

26 Translation Patterns Configuration Partition where Translation Pattern resides Calling Search Space after translation < None > NOTE: Useful for overlapping dial plans or when DID does not match extension 26

27 Route Filters The Basics Route Pattern Route Pattern Actual Routes in CallManager: 9.[2-9]11 9.[2-9]XX XXXX North American Numbering Plan: 9.[2-9]11 9.[2-9]XX XXXX 9.1 [2-9]XX [2-9]XX XXXX 9.011! INTERNATIONAL-ACCESS ACCESS DOES-NOT-EXIST AND AREA-CODE DOES-NOT-EXIST wildcard represents all the routes defined in the national Numbering Plan CallManager identifies tags in each number: INTERNATIONAL-ACCESS AREA-CODE OFFICE-NUMBER... Route Filters are logical expressions that operate on these tags Useful for blocking 900, Caribbean, international... 27

28 Agenda IP Telephony Deployment Models Call Manager & Unity High Availability Design Guidelines Cisco CallManager Dial Plan Toolkit Advance Design Considerations Tools and Utilities to Configure, Monitor and Troubleshoot CCM 28

29 Single Site Composite Dial Plan View Calling Search Space assigned to IP Phone based on policy Calling Search Spaces Internal Only Partitions Internal All IP Phones Route Lists Route Patterns Route Groups Devices Local National Local 9.[2-9]XXXXXX National 9.1 [2-9]XX [2-9]XXX XXXX PSTN RL PSTN RG PSTN International International 9.011! 9.011!# 29

30 Define Route Filters E.g. High Risk Countries List area codes & country codes to block Multiple clauses or condition 30

31 Route-Patterns to be Searched by CSS Key is to block calls to this pattern 31

32 Calling Search Space (Voice COS) List Partitions with RoutePatterns that should be allowed Note: Pay attention to order block caribbean before allowing N.A. LD 32

33 Using Cisco CRS Engine to Build Features What to do if Call Manager is missing feature you need: tell your SE who can write Product Enhancement Request for future inclusion work with a 3 rd party partner build it yourself! 1) Forced Authorization Code example 2) After hour toll restrictions 33

34 Forced Authorization Codes Example of CRS Application University of Guelph built Call manager collects entire number * CTI Route Point *9XXXXXXX1XXXXXXXXXX CFA to 7000 CTI Route Point CTI Route Point 7000 matches CRS Engine CRS Engine SQL search on substring(variable,2,7) against all valid authorization codes in database If valid and not suspended then remove *9 and redirect call to Call Manager to be allowed to complete Fault tolerant design with primary/backup CRS engine 34

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36 Workaround Examples for other Missing Features Int l Time of Day Routing Example: CTI RoutePoint 9.011! CFA to RP 7000 Apps Engine Time of day step -daytime redirect with trunk code evening block (keep cleaners off phones and send alert to telecom/it) 36

37 Improving on Legacy Features 37

38 911 Call-Flow in IP Telephony Bell Network PRI 123 N. Main St. PBX or IP Tel Call Setup: DNIS: 911 ANI: CO Switch SS7 Tandem Switch (911 Selective Router) Peel Police PSAP Eg. Peel Police PSAP Public Safety Answer Point ALI Automatic Location Identification DNIS Dialed Number Identification ANI - Automatic Number Identification PERS Bell Canada s 911 ALI Database system No Enhanced 911 service available in Canada today PERS ALI DB 123 N. Main St. Bell admin or CLEC upload : 123 N. Main St. No ALI for

39 Sample Screen Capture at PSAP ANI sent to PSAP (note this was sent over a central megalink while ANI is actually a local centrex line at the Tomken Rd Arena) (905) BELL CANADA BELL CPB MIS 08/09/02 12:09:06 #:02787 CBN#: (----) DATA LSP ID TN#: - ( ) CITY OF MISSISSAUGA #3 C/O SUMMARY BILLING 4495 TOMKEN RD MISSISSAUGA MISSISSAUGA L4W 1J9 ON ESN#: PEELREGPOL PEEL FIR MISSAUGAMB

40 Sample Screen Capture at PSAP incorrect ANI & no ALI In this case a DID was sent but not the main service number (905) BELL CANADA BELL CPB MIS 08/09/02 12:09:06 #:02723 CBN#: (----) DATA LSP ID TN#: - ( ) NO ANI/ALI AVAILABLE FROM BELL CANADA END OFFICE ON ESN#: PEELREGPOL PEEL FIR MISSAUGAMB

41 Cisco ER in Operation: Endpoint Location Example xx 6500 SoftPhone ) SNMP Get: CDP Neighbors 4) SNMP Get: configured VLANs CAM table per VLAN Backup Cisco ER Primary Cisco ER 2) SNMP Get: New Phone Registrations (MAC address info) 1) Seed switch configuration: IP address, SNMP info, etc. 41

42 911 with Emergency Responder Campus Network U N I V E R S I T Y West Building North Building. Call Mgr 1FL FL U N I V E R S I T Y East Building. 1FL PRI 1FL CO Switch Emergency Responder Call Setup: DNIS: 911 ANI: Bell Network SS7 Tandem Switch (911 Selective Router) Peel Police MSAG ALI DB PSAP Eg. Peel Police South Building. x1234 U N I V E R S I T Y South Building. Emergency Responder automatically Detects phone was moved to south building Still no need for PS-ALI (E911) Bell admin or CLEC upload : North Building : West Building : East Building : South Building No ALI for non-did x

43 Agenda IP Telephony Deployment Model Review Call Manager & Unity High Availability Design Guidelines Cisco CallManager Dial Plan Toolkit Advance Design Considerations Tools and Utilities to Configure, Monitor and Troubleshoot CCM 43

44 IP Phone Initialization MAC: C3AD7E CDP (VLAN Number) Catalyst Switch DHCP Req DHCP Rsp (IP Add, Def-GW, TFTP, DNS) DHCP Server TFTP Read TFTP Data (SEP003094C3AD7E.cnf.xml) TFTP Server DNS Request (CCM = IP?) DNS Response (CCM = x.x.x.x) DNS Server Skinny Register Skinny Registration Confirm Call Manager 44

45 IP Phone Common Problems: Connectivity Issues IP phone not communicating with Cisco CallManager IP phone on incorrect VLAN, Check the settings on the IP phone Make sure the following options are configured on the DHCP server: Option 003: default gateway Option 006: DNS servers (Optional) Option 150: TFTP server IP address 45

46 IP Phone Common Problems: Connectivity Issues Connection failure between Cisco IP phone and DHCP server If the DHCP server is not in the same segment: The default gateway must be configured as a DHCP relay agent to the DHCP server 46

47 IP Telephony Common Problems: Registration Issues IP Phone displays Registration Rejected MAC address of IP phone not configured on CCM Auto-registration not enabled on CCM or ran out of numbers IP phone takes a long time to register Catalyst switch port is not configured for PortFast, Connectivity? (Spanning Tree?, Routing Protocol?, Cable?, Packet Drops?) 47

48 IP Telephony Common Problems: Registration Issues IP Phone user hears re-order or fast busy No route for dialed destination on CCM No matching route patterns CODEC mismatch between IP phone and GW; ensure that CCM region configuration specifies a CODEC supported by both ends of the call; IP phones support G.711 and G.729a May need to erase the configuration from phone Press Settings Button, Network (3), Erase Configuration (33), Yes, Save on 7960 model IP phones 48

49 Tools and Utilities to Configure, Monitor and Troubleshoot CCM CCM administration Event log CCM serviceability Tools -> Real-Time Monitoring Tool Trace configuration SDL Traces SDI Traces Analysis (XML Files) Collection Q931 translator 49

50 CCM Administration CCM Database Version 50

51 EventLog 51

52 CCM Serviceability 52

53 Real-Time Monitoring Tool (RMT)

54 Trace Utility Node, Service Selection Select the Node Select the Service on Which Trace Needs to Be Enabled 54

55 Trace Utility Configuration Click the Update Button to Save the Settings Updates All CallManagers in This Cluster With These Settings 55

56 Trace Utility Trace Log Locations Directory Name CCM CMI CMS CTI CULS DBL ProgLogs RIS SDL TCD TFTP What Information Is Stored? Call Traces for Gateways, GK, IP Phones SMDI Call Trace Information MoH Trace Information CTI Trace Information Trace Information for Cisco User Logout Service, the Service That Runs to Log Out Extension Mobility Users CDR Traces Current Version of the DLL s running on the system Real Time Information Server Logs SDL Traces Telephony Call Dispatcher Debugs TFTP Related Debugs Directory Path: C:\Program Files\Cisco\Trace 56

57 Trace Utility Debug Trace Level Error Used for all traces generated in abnormal path; Minimum amount of CPU Cycles Special Non-repetitive messages; ex. all system and device initialization messages State Transition Call processing events Significant Media layer events Arbitrary Used for debugging excluding keepalives; this is the default Detail Detailed debug information; not recommended on systems during normal system operation; CPU intensive 57

58 Trace Utility Trace Directories 58

59 Trace Utility Device Name Tracing Use the Device Name Based Trace Monitoring, to narrow the number of trace logs generated and reduce the impact on Call processing This option traces only the selected devices 59

60 Trace Utility Device Selection 60

61 Q931 Translator (Cont.) 61

62 Recommended Reading Cisco CallManager Fundamentals: A Cisco AVVID Solution ISBN: Voice over IP Fundamentals ISBN: Cisco IP Telephony ISBN: Troubleshooting Cisco IP Telephony (Avail Dec 02) ISBN:

63 See Demos at Cisco & Partner Showcase Internet Toronto Head Office and Contact Centre VG248 Video Cisco Call Manager Catalyst 4507R Conference Connection Emergency Responder Unity Personal Productivity Cisco Works IP Telephony Legacy PBX Option 11c ISDN PRI XML Apps 3640 Router 1FL (FXO) PSTN MPLS Data 1FL (FXO) Branch Router 2621 SRST Calgary Branch ATA XL- PWR Video Intelligent Contact Manager (ICM) Customer Response Solutions (CRS) Agent/Supervisor Phones Integrated Contact Distributor (ICD) ICS XL-PWR Vancouver Branch Call Mgr Unity VoIP Gateway 63

64 Please Complete Your Evaluation Form IP Telephony - Advanced Design 64

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