CCNP Voice TVoice

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2 Table of Contents CCNP Voice TVoice Quick Reference Brion S. Washington Section 1 Troubleshooting Cisco Unified Communications v Section 2 Real Time Monitoring Tool...7 Section 3 Cisco Unified Serviceability...15 Section 4 Command-Line Interface...33 Section 5 Troubleshooting Endpoint Registration...36 Section 6 MGCP...39 Section 7 H.323 and SIP Gateways...44 Section 8 Troubleshooting Database Issues Section 9 Troubleshooting Call Setup Issues Section 10 Tracing Calls...63 Section 11 Troubleshooting Off-Net Call Setup...65 Section 12 Troubleshooting Voice Quality Issues...66 Section 13 Cisco Service Advertisement Framework...70 Section 14 Troubleshooting Device Mobility Issues...79 Section 15 Extension Mobility Issues...82 Section 16 Cisco Unified Mobility General Issues...86 Section 17 Troubleshooting Media Resources...89 Section 18 Troubleshooting Media Termination Points...92 Section 19 Troubleshooting Conferences...94 Section 20 Troubleshooting Transcoder Issues...97 ciscopress.com

3 [ 2 ] CCNP Voice TVoice Quick Reference About the Author Brion S. Washington, CCNA, is a senior voice engineer consultant in Atlanta, GA. He has more than ten years of Cisco experience, with the last five years dedicated to VoIP; he has worked with all the Cisco VoIP products. Brion has done many large projects involving VoIP, from complete network design, implementation, and the last level of escalation. He is currently finishing up his CCVP. About the Technical Reviewer Alex Hannah, CCIE Voice No , is a certified Cisco instructor, 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 firm specializing in Cisco Advanced IP Communications and application development using Microsoft technologies. He holds a bachelor s degree in Information System from Virginia Commonwealth University with a minor in Business. Additionally, he is the founder of UCCX.net, a video-based training website for the Cisco UC product line. In his spare time, you can find Alex on his boat wakeboarding with his family and friends.

4 [ 3 ] CCNP Voice TVoice Quick Reference Dedications Tons of people were a part of making this guide what it is. I personally want to thank each of them. My family: My wife Christi, and kids Taylor, Brittney, and Nathan for their patience and understanding during this project. They kept me sane. Alex Hannah: Whose website I visited before while trying to understand UCCX. His meticulous technical editing and knowledge guided this project from infancy to maturity. Thank you, Alex. Amanda Finley: For the hours we spent playing Bad 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 successful. I appreciate all that the team did for me and the project. Brion S.Washington

5 [ 15 ] CCNP Voice TVoice Quick Reference Section 3 Cisco Unified Serviceability A main section of CUCM is Unified Serviceability. Within in this section, you have access two useful web-based tools and resources that can be crucial to a healthy Unified Communications environment: Alarm Configuration and Traces. We discuss both here. Alarm Configuration The options for configuring Alarms are clearly shown in Figure 3-1. You must select the server and service, and then chose which alarms you want to set up: Configuration (where you configure your alarms) Definitions (provides alarms definitions) Select server Select service Select service group

6 [ 16 ] Section 3 Cisco Unified Serviceability Figure 3-1 Alarm Configuration Page Alarm destinations are as follows: Local syslogs Remote syslogs SDI (System Diagnostic Interface) SDL (Signal Distribution Layer)

7 [ 17 ] Section 3 Cisco Unified Serviceability All alarms have a few options in the drop-down list: Emergency: Designates the system is unusable. Alert: Immediate action is required. Critical: Critical issue. Error: An error exists. Warning: Informational warning message. Notice: Significant condition, but normal. Informational: Informational messages. Debug: TAC engineers use these for debugging. Traces This section is where you configure the traces that can assist you in troubleshooting. They are trace configurations and troubleshooting traces. You can configure three types of traces: SDI, SDL, and Log4j. The trace configuration option you pick has a big impact on the information you will receive and how much time you will probably spend during problem resolution. You can see what type of traces you can configure by checking out Figure 3-2. The files can be viewed in RTMT: Configuration: Configure traces. Troubleshooting Trace Settings: Set up predefined troubleshooting traces. You are probably wondering how to choose between a trace and troubleshooting trace. The following table lists the main difference between these two.

8 [ 18 ] Section 3 Cisco Unified Serviceability Traces Troubleshooting Traces Minimal information, could miss relevant information Apply filters Less system impact Lots of information, more than is needed to troubleshoot a specific problem Turns on almost all trace options Major system impact Trace types include the following: SDI Runtime events for the related software IP address Time stamp Device name SDL Call processing from Unified Communications Manager and Cisco CTI Manager Services. Note: Traces affect system performance, so use them only for troubleshooting purposes. If you want to practice traces, use a nonproduction system. In addition, SDL traces can be more difficult to read than SDI. Therefore, you usually start with SDI traces to find logs related to CUCM issues. Used by Cisco TAC engineers. Normal administrators provide this information to them only upon request. Log4J Used for Java applications

9 [ 19 ] Section 3 Cisco Unified Serviceability Figure 3-2 Where and How You Set Up Traces To configure a trace, follow these steps: 1. Select the server. 2. Select the service group from the drop-down. 3. Select the service. 4. Check the trace boxes you want. 5. Click Save.

10 [ 99 ] CCNP Voice TVoice Quick Reference CCNP Voice TVoice Quick Reference Brion S. Washington Technical Reviewer: Alex Hannah Copyright 2011 Pearson Education, Inc. Published by: Cisco Press 800 East 96th Street Indianapolis, IN USA All rights reserved. No part of this digital Quick Reference may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without written permission from the publisher, except for the inclusion of brief quotations in a review. Digital Edition April 2011 ISBN-10: ISBN-13: Warning and Disclaimer This digital Quick Reference is designed to provide information about the CCNP Voice TVoice exam. Every effort has been made to make this digital Quick Reference as complete and accurate as possible, but no warranty or fitness is implied. The information is provided on an as is basis. The authors, Cisco Press, and Cisco Systems, Inc., shall have neither liability nor responsibility to any person or entity with respect to any loss or damages arising from the information contained in this digital Quick Reference. The opinions expressed in this digital Quick Reference belong to the authors and are not necessarily those of Cisco Systems, Inc. Trademark Acknowledgments All terms mentioned in this digital Quick Reference that are known to be trademarks or service marks have been appropriately capitalized. Cisco Press or Cisco Systems, Inc., cannot attest to the accuracy of this information. Use of a term in this digital Quick Reference should not be regarded as affecting the validity of any trademark or service mark. Feedback Information At Cisco Press, our goal is to create in-depth technical books of the highest quality and value. Each book is crafted with care and precision, undergoing rigorous development that involves the unique expertise of members of the professional technical community. Reader feedback is a natural continuation of this process. If you have any comments on how we could improve the quality of this digital Quick Reference, or otherwise alter it to better suit your needs, you can contact us through at feedback@ciscopress.com. Please be sure to include the digital Quick Reference title and ISBN in your message. We greatly appreciate your assistance. Corporate and Government Sales The publisher offers excellent discounts on this digital Quick Reference when ordered in quantity for bulk purchases or special sales, which may include electronic versions and/or custom covers and content particular to your business, training goals, marketing focus, and branding interests. For more information, please contact: U.S. Corporate and Government Sales corpsales@pearsontechgroup.com. For sales outside the United States please contact: International Sales international@pearsoned.com Americas Headquarters Cisco Systems, Inc. San Jose, CA Asia Pacific Headquarters Cisco Systems (USA) Pte. Ltd. Singapore Europe Headquarters Cisco Systems International BV Amsterdam, The Netherlands Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at CCDE, CCENT, Cisco Eos, Cisco HealthPresence, the Cisco logo, Cisco Lumin, Cisco Nexus, Cisco StadiumVision, Cisco TelePresence, Cisco WebEx, DCE, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn and Cisco Store are service marks; and Access Registrar, Aironet, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, EtherFast, EtherSwitch, Event Center, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iphone, iquick Study, IronPort, the IronPort logo, LightStream, Linksys, MediaTone, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, Network Registrar, PCNow, PIX, PowerPanels, ProConnect, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath, WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0812R) 2011 Cisco Systems Inc. All rights reserved. This publication is protected by copyright.