TVOICE – Fundamentals of Troubleshooting UC
- Updated Physical and Logical topologies
- List of IP Ranges and Subnets
- List of protocols used on the network
- List of ACLs and FWs and their logical locations
- Baseline of normal network traffic to distinguish from abnormal behaviour needing troubleshooting
4 Main Troubleshooting Areas
- Call Processing Systems: CUCM, CME, CUBE
- Unified Applications: Unity Connection, CUPS, UCCX
- UC Endpoints: IP Phones, CIPC, CUPC
- Network Infrastructure
Troubleshooting Methodology
- Systematic Approach
- Document each problem as it arises
Problem Solving Model
- Define Problem
- Gather Facts
- Consider Possibilities
- Create Action Plan
- Implement Action Plan
- Analyse Results – Do Problems Symptoms Stop? YES Problem Resolved/Document Facts NO Re-Use the Process – Gather Facts
Available Troubleshooting Tools
CUCM, CUC, CUPS Tools
-Unified Serviceability
- Alarms
- Traces
- CAR
- Control Center Services
- Dialed Number Analyzer
-RTMT
- Alerts
- Traces
- Syslog Viewer
- Performance Monitoring
-SSH CLI
-Gateway Tools
- show commands
- debug commands
-Other Tools
- Packet Sniffer
- Cisco Unified Operations Manager – http://www.cisco.com/c/en/us/products/cloud-systems-management/prime-unified-operations-manager/index.html
Traces
SDI
- System Diagnostic Interface
- Contain run-time events that occur in specific software routines
- typically used by the administrator
SDL
- Signaling Distribution Layer
- Contain call-processing information from CCM and CTI services
- Typically used by CIsco TAC
Log4J
- Java application traces
- Typically used by Cisco TAC
Two Ways to Enable Trace Collection
Activate Troubleshooting Traces:
- Per Server/Service
- Cisco Unified Serviceability -> Trace -> Troubleshooting Trace Settings
- Turns on ALL possible trace options for given server/service
Configure Trace Settings:
- Per Server/Service
- Unified Serviceability -> Trace -> Configuration
- Allows use of filters to be used to customise selective subsets of services
- Less info to be processes, less impact on performance
- Likely to miss key, relevant information
CUCM to SCCP IP Phone Communication
CCM|StationInit (Message from IP Phone to CUCM)
- SoftKeyEvent
- KeypadButton
- Stimulus (each button on phone is pressed)
CCM|StationD (Message from CUCM to IP Phone)
- Phone Display (SetLamp, CallState, SelectSoftKeys)
- Progress Tones (SetRinger, StartTone, StopTone)
- Call Information (DialedNumber, CallInfo (includes callingParty, alternateCallingParty), DisplayNotify (Not enough bandwidth)
- RTP Flows (StartMediaTransmission,StopMediaTransmission,OpenReceiveChannel, CloseReceiveChannel)
- CCM|DigitAnalysis (during analysis) – pss, or ToDFilteredPss, cn, fqcn, dd, dac
- CCM| (after matching a route pattern) – PretransformCallingParty, CallingPartyNumber,FullyQualifiedCalledPartyNumber, DialingPattern, PretransformDigitString
- CCM|RouteList – RouteListName, RouteGroup, RouteListCdrc (skipToNextMember says next route group being examined or executeRouteAction says current device being attempted)
- CCM|SMDMSharedData shows device name after findLocalDevice – shows device or route list references from pattern and while processing route list.
- CCM|Locations – reserveBandwidth shows required BW (bw), current BW (curr) and max BW (max)
- CCM|RegionsServer – matchCapabilities shows max permitted BW consumed by codec
- CCM|MediaResourceManager – sendMTPXcoderAllocationRequest indicates that an MTP or Transcoder is required – capCountRegion shows region for both endpoints – mrgl shows MRGL to be used to find media resources to be allocated
- CCM|MediaTerminationPointControl – getResourceAllocated Device Name indicates successful allocation of transcoder or MTP and shows device by name