Page 5 - Documentation Checklist
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...
Page 6 - Glossary of Terms; Glossary; Configuration file used by devices.
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...
Page 7 - Dialed Number Identification Service.
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 ...
Page 8 - Registration Reject.
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...
Page 10 - Cisco CallManager Administration Details
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...
Page 11 - Microsoft Performance; Opening Microsoft Performance
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...
Page 12 - Microsoft Event Viewer; Opening Event Viewer
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....
Page 13 - Detailed Information about Events; SDI Trace
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...
Page 14 - Configuring Traces
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...
Page 15 - SDL Trace; Enabling SDL Trace
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/...
Page 18 - Sniffer Trace; Sniffer Trace Applications; Network Associates SnifferPro:
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...
Page 19 - List of cause codes that may appear in the CDR records; Enabling or Disabling CDRs
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...
Page 20 - Result: Call Detail Records will start logging immediately.; CDRs
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...
Page 21 - Problem Categories; Voice Quality; Gateway; Lost or Distorted Audio
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...
Page 24 - i Button Help; button twice rapidly and the phone will display an information
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...
Page 26 - Check Your Loads; One-W ay Audio or No Audio
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...
Page 27 - button twice quickly; MTP and One-W ay Audio; Phone Resets; patches, or release notes relating to the problem.
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...
Page 28 - If the resets occur during a call or happen intermittently; Dropped Calls
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 ...
Page 31 - Cisco CallManager Feature Issues
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...
Page 32 - Locations; Conference Bridge
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...
Page 33 - Transcoding Problems
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...
Page 34 - Region1
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...
Page 35 - MTP Resource Problems
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...
Page 37 - Dial Plans; What is the Directory Number (DN) that is originating the call?
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...
Page 38 - Partitions
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...
Page 43 - Gateway Registration Problems
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 ...
Page 44 - Booting DHCP for dynamic configuration.
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...
Page 48 - Gatekeeper Problems; Inter-Cluster Trunks Only; is in the allowed subnets.
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...
Page 50 - Appendix A – Troubleshooting Case Study 1; Sample Topology
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...
Page 51 - default server name.
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...
Page 52 - Skinny Station Registration Process
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...
Page 53 - is a character string, maximum length of 33 bytes, containing a
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 ...
Page 55 - Cisco CallManager Initialization Process
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...
Page 56 - Self-Starting Processes
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...
Page 57 - Cisco CallManager Registration Process
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’’ ...
Page 58 - Cisco CallManager KeepAlive Process
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 ...
Page 59 - Cisco CallManager Intra-Cluster Call Flow Traces
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...
Page 66 - Debug Messages and Show Commands on the Cisco IOS Gatekeeper
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...
Page 67 - Debug Messages and Show Commands on the Cisco IOS Gateway
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...
Page 70 - The H.323 connect and disconnect messages can be seen below.; Cisco IOS Gateway with T1/PRI Interface
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...
Page 71 - Cisco IOS Gateway with T1/CAS Interface
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...
Page 73 - Appendix C – Troubleshooting Case Study 3
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...
Page 74 - Call Flow Traces
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...
Page 75 - Failed 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 ...
Page 77 - Appendix D; Writing Records
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...
Page 78 - CiscoCCMCDR dipsy; Removing Records
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...
Page 79 - Known Issues; IP to Device Name Translation; Fields in a Call Detail Record; Field Data Conversions
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...
Page 80 - Deciphering the Time Stamp; IP Addresses; Converting IP Addresses; CO A8 12 BC
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...
Page 81 - CDR Field Definition; Field Definitions
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...
Page 85 - CMR Field Definitions
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...
Page 88 - Call Management Records Logged By Call Type; Normal Calls
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...
Page 90 - Cause Code Descriptions
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...
Page 91 - Protocol error, unspecified; Alarms; The path is not set up, or the database server is down.
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...
Page 92 - Calling Cisco Technical Assistance Center (TAC)
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...
Page 93 - Index; Call Flow
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) .......................................
Page 96 - Skinny Station
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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