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Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 5 Documentation Checklist Use the following checklist to be sure you have the proper documentation on your network topology. • Topology that shows all network devices and critical components with...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 6 Glossary of Terms Following are some common terms and acronyms that may be used in this document. Glossary Acronym/Term Definition .cnf Configuration file used by devices. µ-law (“mu-law”) Comp...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 7 Glossary machine, or analog phone attached to a gateway. Examples include 1000, 24231, and so on. DNIS Dialed Number Identification Service. DNS Domain Name System. System used in the Internet ...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 8 Glossary PRI PRI is Primary Rate Interface. Primary rate access consists of a single 64-Kbps D channel plus 23 (T1) or 30 (E1) B channels for voice or data. PSTN Public Switched Telephone Netwo...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 10 Tools and Utilities to Monitor and Troubleshoot Cisco CallManager This section addresses the tools and utilities to configure, monitor and troubleshoot Cisco CallManager. Cisco CallManager Adm...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 11 Microsoft Performance Performance (Monitor) is a Windows 2000 server application that can display the activities and status of your Cisco CallManager system. It reports both general and specif...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 12 Microsoft Event Viewer Microsoft Event Viewer is a Windows NT Server application that displays system, security, and application events (including Cisco CallManager) for the Windows NT Server....
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 13 Detailed Information about Events You can double-click an event in the log to learn more information about the event. SDI Trace SDI traces are local log files. The IP address, TCP handle, devi...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 14 need—and only the information you need—it’s important to understand how to set the options on the trace configuration interface. The trace files are stored in the following default location: C...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 15 documentation for complete information about turning tracing on and off, and for descriptions of the User Masks and Levels for each configured service, and more. http://www.cisco.com/univercd/...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 18 Sniffer Trace A Sniffer is a software application that monitors IP traffic on a network and provides information in the form of a trace. Sniffer traces provide information about the quantity a...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 19 • List of fields contained in each record and a description of what that field represents • Description of the types of calls logged, and the fields logged with each of them • List of cause co...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 20 7. Update. Result: Call Detail Records will start logging immediately. Caution: Tracing voice connectivity requires that CDR logging be enabled on every Cisco CallManager installation in a clu...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 21 Problem Categories This section addresses some common problem categories that may occur with Cisco CallManager and related devices. Each problem category provides suggestions for the troublesh...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 24 i Button Help The Cisco IP Phone 7960 provides another tool for diagnosing possible audio problems. On an active call, you can press the i button twice rapidly and the phone will display an in...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 26 levels (start with 50% of the maximum audio level). Most of the time, the problems will occur when attaching to the PSTN by way of a digital or analog gateway. Cisco IP Phone users may complai...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 27 enabled Cisco IOS Gateway, then check the configuration carefully. IP routing must be enabled (look at the configuration to make sure that “no ip routing” is not found near the beginning of th...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 28 4. Look for these and any errors that may have occurred around the time that the phone(s) reset. 5. Start an SDI trace and try to isolate the problem by identifying any common characteristics ...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 31 The disconnect cause values (origCause_value and destCause_value — depending on which side hung up the call), map to Q.931 disconnect cause codes (in decimal) that can be found at http://www.c...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 32 Locations If a user gets a reorder tone after dialing a number, it could be because the Cisco CallManager bandwidth allocation for the location of one of the call end devices has been exceeded...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 33 The following hardware trace on the Cisco Catalyst 6000 8 Port Voice T1/E1 and Services Module, indicates that the E1 port 4/1 in the card has registered as a Conference Bridge with Cisco Call...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 34 The following hardware trace on the Cisco Catalyst 6000 8 Port Voice T1/E1 and Services Module, indicates that the E1 port 4/2 in the card has registered as an MTP/transcoder with Cisco CallMa...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 35 Assume Cisco CallManager has been configured such that between Region1 and Region2, the codec is G.729. The following scenarios are possible: • If caller on Phone A initiates a call, Cisco Cal...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 37 15:22:23.848 Cisco CallManager|MediaCoordinator - wait_MediaCoordinatorAddResource - CI=16777359 count=1 15:22:23.848 Cisco CallManager|MediaCoordinator - wait_MediaCoordinatorAddResource - CI...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 38 • Watch out for the @ sign. This is a macro that can expand to include many different things. It is often used in combination with filtering options. • If a device isn't part of a partition, i...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 43 trace, locate the call to determine if it was blocked intentionally by a route pattern or the calling search space, or by any other configuration setting. 4. Reorder tones can also occur when ...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 44 cannot get a positive response (Is the IP address pool depleted?). If checking these suggestions does not yield the answer, use a sniffer trace to determine the specific problem. For a Catalys...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 48 00:00:05.730 (CFG) TFTP Server IP Set by DHCP Option 150 = 10.123.9.2 00:00:05.730 (CFG) Requesting SAA00107B0013DE.cnf File From TFTP Server 00:00:05.730 (CFG) .cnf File Received and Parsed S...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 50 Appendix A – Troubleshooting Case Study 1 Intra-Cluster Cisco IP Phone-to-Cisco IP Phone Calls This case study discusses in detail the call flow between two Cisco IP Phones within a cluster, c...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 51 address of the TFTP server. In this case study, the DHCP server sent the IP address of TFTP because DNS was not configured. 3. If a TFTP server name is not included in the DHCP reply, then the...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 52 Skinny Station Registration Process Cisco IP Phones communicate with Cisco CallManager using the Cisco Skinny Station Protocol. The registration process allows a Skinny Station, such as a Cisc...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 53 The primary messages in the Skinny Station registration process are described in the following table. Skinny Station Registration Process Descriptions Message Description Station Register The ...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 55 Cisco CallManager Initialization Process In this section the initialization process of Cisco CallManager will be explained with the help of traces that are captured from CCM1 (identified by th...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 56 • The second message indicates Cisco CallManager read the default database values, which, for this case, would be the primary or publisher database. • The third message indicates Cisco CallMan...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 57 routing the call to a Cisco IP Phone located in Cluster 1, then the following messages would help you find the cause of the problem. 16:02:51.671 CCM|RouteGroup - DeviceName=’’172.16.70.245’’ ...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 58 In the following trace, Skinny Station messages are sent between a Cisco IP Phone and Cisco CallManager. The Cisco IP Phone (172.16.70.231) is registering with Cisco CallManager. Refer to the ...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 59 16:03:02.328 CCM|MediaTerminationPointControl - stationOutputKeepAliveAck tcpHandle=4fa7dc0 16:03:02.328 CCM|UnicastBridgeControl - stationOutputKeepAliveAck tcpHandle=4bf8a70 16:03:06.703 CCM...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 66 15:20:22.062 CCM|StationD - stationOutputStartMediaTransmission tcpHandle=0x5138d98 myIP: e74610ac (172.16.70.231) 15:20:22.062 CCM|StationD - RemoteIpAddr: e24610ac (172.16.70.226) RemoteRtpP...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 67 *Mar 12 04:03:57.181: RASlibras_sendto msg length 3 from 172.16.70.2251719 to 172.16.70.228883 *Mar 12 04:03:57.181: RASLibRASSendDCF DCF (seq# 3366) sent to 172.16.70.228 *Mar 12 04:03:57.181...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 70 *Mar 12 04:03:57.653: cc_api_caps_ack (dstVdbPtr=0x617BE064, dstCallId=0x12, srcCallId=0x11, caps={codec=0x1, fax_rate=0x2, vad=0x2, modem=0x1, codec_bytes=160, signal_type=0}) *Mar 12 04:03:5...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 71 The callref uses a different value for the first digit (to differentiate between TX and RX) and the second value is the same (SETUP had a 0 for the last digit and CONNECT_ACK also has a 0). Th...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 73 Appendix C – Troubleshooting Case Study 3 Inter-Cluster Cisco IP Phone-to-Cisco IP Phone Calls In the previous case studies, the call flow and troubleshooting techniques of an intra-cluster ca...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 74 making sure the inter-cluster call can be made using H.323 version 2 protocol. Once done, the audio path is made using the RTP protocol between Cisco IP Phones in different clusters. Call Flow...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 75 16:06:13.921 CCM|StationInit - InboundStim - OffHookMessageID tcpHandle=0x1c64310 16:06:13.953 CCM|Out Message -- H225ConnectMsg -- Protocol= H225Protocol 16:06:13.953 CCM|Ie - H225UserUserIe ...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 77 Appendix D Call Detail Records (CDRs and CMRs) This appendix provides detailed information about Call Detail Records (CDRs) and Call Management Records (CMRs, also known as Diagnostic CDRs). C...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 78 The primary database (machine and name) currently in use by the cluster can be found by clicking on the Details button of Cisco CallManager Administration (click Help to reach the Welcome scre...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 79 Known Issues Cisco CallManager Release 3.0(1) has several known issues with the CDR data. A few of these are listed here. IP to Device Name Translation The CDR table lists IP addresses for the...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 80 Deciphering the Time Stamp Using Microsoft Excel, you can write a formula to make converting this time stamp a little easier. If the value is in cell A1, you can make another cell: =A1/86400+D...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 81 CDR Field Definition The following table provides field definitions for CDRs. Field Definitions Field Definition cdrRecordType Type of this record unsigned integer Specifies the type of this s...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 85 CMR Field Definitions The following table provides field definitions for CMRs (diagnostic CDRs). Field Definitions Field Definition cdrRecordType Type of this record unsigned integer Specifies...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 88 Call Management Records Logged By Call Type Each normal call between two Cisco IP Phones logs exactly two CMR records. Each call CMR record contains all fields identified above. When supplemen...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 90 Cause Code Descriptions 22 Number changed 26 Non-selected user clearing 27 Destination out of order 28 Invalid number format (address incomplete) 29 Facility rejected 30 Response to STATUS ENQ...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 91 Cause Code Descriptions 111 Protocol error, unspecified 126 Call split. This is a Cisco-specific code. It is used when a call is terminated during a transfer operation because it was split off...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 92 Calling Cisco Technical Assistance Center (TAC) If you have a problem that cannot be resolved through your own troubleshooting, please call the TAC for assistance. Before calling TAC, have the...
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 93 Index . .cnf (definition)............................................ 6 µ µ -law (definition) ........................................ 6 A ACF (definition) .......................................
Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) © 2000 Cisco Systems, Inc. 96 PSTN (definition) ........................................ 8 Q Q.931 (definition) ........................................ 8 R RAS (definition) .......................................... 8 Reg...
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