TrainingPage

Overview:

This course equips network professionals with the knowledge and skills required to troubleshoot Unified Communications systems/solutions in enterprise, mid-market, and commercial deployments. Learn troubleshooting methodology, triage, resources, tools, and fixes at the integrated system/solution level, as well as for components such as Cisco Unified CallManager, Cisco Unity, videoconferencing, and network infrastructure.

Why take TUC from Global Knowledge?

We offer a unique, real-world TUC lab environment that teaches you how to troubleshoot a sophisticated IP telephony network based on best practice recommendations for a real deployment. We have set ourselves apart from other Cisco training providers by enhancing our TUC hands-on labs to include a real dial plan, the latest recommendations for Class of Service (CoS) for calling out to the PSTN, branch offices, and PBXs, and fault-tolerant gatekeeper and directory gatekeeper deployments. No other training company offers a unique, real-world lab solution like ours.

Our voice network labs use the latest hardware and software.

  • Troubleshoot Cisco's new ISR routers: 2811s are used throughout the network
  • Gain experience with recent stable IOS release: 12.3.14T3
  • Configure CallManager 4.x and 5.x
  • Explore router DSP configuration: PVDM2-32 cards in every 2811 router
  • Every router has 2xFXS, 2xFXO, and 2xT1 ports (PRI and T1-CAS) as well as serial ports for WAN connectivity
  • All of the latest tools are deployed on the laptops for analyzing traces
  • All laptops have sniffers installed

All of our IP telephony courses provide a simulated PSTN.

  • Deploy Cisco CallManager 4.x and 5.x
  • Every pod has internal and external phones
  • Build and test a real dial plan including:
    • 911
    • 3-digit service codes: 411, 511, etc.
    • 7-digit local numbers: 681-1901
    • 10-digit local numbers: 416-681-1901
    • 11-digit long distance numbers: 1-733-802-1901
    • International numbers: 011441902

And just like in a real network:

  • The same simulated PSTN is accessible through both PRI and FXO ports
  • The same simulated PSTN is accessible through all four clusters providing failover scenarios for bandwidth and connectivity problems
  • Different area codes are deployed at all sites (two per cluster)

You will troubleshoot a network with the following features:

  • Four CallManager clusters deployed: two students are responsible for each cluster
  • Each cluster has a Headquarters (HQ) and Branch router in different area codes
  • The Headquarters router is MGCP controlled
  • The Branch router is H.323 controlled
  • Both HQ and Branch have two PBXs attached via T1-CAS
  • Clusters are connected via gatekeeper-controlled ICTs
  • Gatekeeper clusters and fault-tolerant directory gatekeepers are deployed
  • SRST is fully deployed on all routers
  • COR is fully deployed on all routers
  • Hardware and software resources are deployed for conferencing
  • Transcoding resources are deployed

Description:

1. Methodology and Tools for Troubleshooting Cisco Unified Communications
Systems


  • Introducing Cisco Unified Communications Systems Troubleshooting
    • Cisco Unified Communications Systems
    • Network Infrastructure
    • Cisco Unified CallManager
    • Cisco Unity
    • Voice Clients
  • Troubleshooting Methodology in Cisco Unified Communications Systems
    • Overview
    • Preparing Your Network for Troubleshooting and Recovery
    • Systematic Troubleshooting Methods
    • Define the Problem
    • Gather Facts
    • Consider Possibilities
    • Create Action Plan
    • Implement Action Plan
    • Observe Results
    • Restart the Problem-Solving Process
    • Document Results
  • Gathering Information for Troubleshooting
    • Overview of Cisco Unified CallManager Troubleshooting
    • Cisco Unified CallManager Serviceability
    • Alarms
    • Configuring Trace
    • Dialed Number Analyzer
    • Controlling Services
    • Cisco Unified CallManager Real-Time Monitoring Tool
    • Performance Monitor and Data Logging
    • Alerts
    • Trace and Log Central
    • Trace Output
    • Syslog Viewer
    • Command-Line Interface
    • Sniffer Traces

2. Troubleshoot Cisco Unified CallManager-Related Issues


  • Troubleshooting Common Endpoint Registration Issues
    • Overview of Endpoint Registration Troubleshooting
    • Cisco IP Phone Initialization
    • Troubleshooting Endpoints with Ping
    • Troubleshooting Device Issues
    • Troubleshooting Cisco Unified CallManager Issues
    • Troubleshooting SIP Endpoints
  • Troubleshooting Cisco Unified CallManager Availability Issues
    • Cisco Unified CallManager System Stops Responding
    • Cisco Unified CallManager Administration Does Not Display
    • Slow Web Server Response
  • Troubleshooting Cisco Unified CallManager Security Issues
    • Overview of Securing IP Voice Communication
    • Overview of Troubleshooting Security on Endpoints
    • Troubleshooting Issues with the CAPF Service
    • Troubleshooting Authentication String Errors
    • Troubleshooting LSC Validation
    • Troubleshooting CTL Security Tokens
  • Troubleshooting Database Replication Issues
    • Overview of Database Replication Issues
    • Diagnosing Database Replication Issues with Cisco Unified
      CallManager 4.x and 5.x
    • Resolving Database Replication Issues with Cisco Unified CallManager
      5.x
    • Re-Creating the Subscription of Cisco Unified CallManager 4.x and
      5.x
  • Troubleshooting LDAP Replication Issues
    • Overview of LDAP Synchronization with Cisco Unified CallManager 4.x
    • Synchronization Issues with the DC-Directory Service of Cisco
      Unified CallManager 4.x
    • Reinitializing LDAP Replication
    • Resolving Directory Synchronization Issues in Cisco Unified
      CallManager 4.x
    • Troubleshooting Cisco Unified CallManager 4.x Integrated with
      Microsoft Active Directory
    • Overview of Directory Synchronization with Cisco Unified CallManager
      5.x
    • Resolving Informix Database Synchronization Issues in Cisco Unified
      CallManager 5.x
    • Resolving Synchronization Issues in Cisco Unified CallManager 5.x
      Using Active Directory
  • Troubleshooting Common Gateway Registration Issues
    • Overview of Gateway Registration Issues
    • Overview of MGCP Gateway Communications
    • Verifying Gateway Status and Configuration
    • Viewing Event Log Messages
    • Troubleshooting Commands for Cisco Gateways
    • Cisco IOS MGCP Gateway Troubleshooting
    • H.323 and SIP Gateway Communications

3. Troubleshoot Call Setup Issues


  • Introducing Call Setup Issues and Causes
    • Overview of Call Setup Issues
    • Single-Site Call Setup Failure
    • Intercluster and Intracluster Call Setup Failure
  • Troubleshooting On-Premises Single-Site Calling Issues
    • Understanding Digit Collection in Cisco Unified CallManager
    • On-Premises Call Setup Failure
    • Partitions
    • Calling Search Spac
    • Troubleshooting Single-Site Call Setup Failure
    • One-Way Calling
    • Call-Forwarding Issues
    • Forwarding to Voice Mail Issues
  • Troubleshooting Offsite Call Issues
    • Overview of Common Offsite Calling Issues
    • Gateway Troubleshooting Checklist
    • Digit Collection and Analysis
    • Issues with DDI
    • Dial Plan Issues
    • Troubleshooting Common Voice Issues
  • Troubleshooting Intercluster Dial Plan Issues
    • Overview of Multiple-Site Dial Plan Issues
    • Overlapping Dial Plan
    • Call Setup to Another Cluster
    • Immediate Remote Call Drops
  • Troubleshooting Gatekeepers in a Cisco Unified Communications
    System
    • Gatekeeper Overview
    • Review of RAS Messages
    • Gatekeeper show and debug Commands
    • Discovery and Registration Issues
    • Gatekeeper Call Admission Issues
    • Gatekeeper Clustering and Alternate Gatekeeper Issues

4. Troubleshoot Voice and Video Quality Issues


  • Defining Common Voice and Video Quality Issues
    • Quality Issues in Cisco Unified Communications Systems
    • Lack of Bandwidth
    • End-to-End Delay
    • Jitter
    • Packet Loss
    • QoS Requirements
    • LAN QoS Considerations
  • Troubleshooting VoIP Quality Problems
    • Troubleshooting VoIP Quality Overview
    • Identifying and Isolating Voice Quality Problems
    • Troubleshooting Layer 2 Quality Problems
    • Troubleshooting Voice Quality Issues on a Gateway
    • QRT for Cisco IP Phones
    • Troubleshooting Scenarios
    • Voice Activity Detection
    • Troubleshooting Echo
    • Defining Echo in a Cisco Unified Communications System
    • Sources and Types of Echo
    • Defining the Echo Canceller
    • Measuring Echo in a Cisco Unified Communications System
    • Eliminating Echo in a Cisco Unified Communications System
  • Troubleshooting Quality Problems of Cisco Unified Video Advantage
    • Overview of Issues with Cisco Unified Video Advantage
    • Verify CPU Speed
    • CPU Throttling Solutions
    • Cisco Unified CallManager IP Phone Settings
    • Setting up a PC to Capture a System Crash
    • USB out of Bandwidth
    • Remote Video Loss
    • Cisco Audio Session Tunnel Traces
    • Application Integration and Media Resource Issues
  • Troubleshooting Common Cisco Unity Integration Issues
    • How MWIs Function
    • MWI Not Working
    • MWI Is Delayed
    • Call Transfer Problems
  • Troubleshooting CTI Issues
    • Computer Telephony Integration
    • Cisco Unified CallManager CTI Manager
    • Cisco Unified CallManager JTAPI and TSP
    • CTI-Controlled Devices
    • CTI Quick Buffer Encoding
    • CTI Route Points and CTI Ports
    • Troubleshooting Cisco Unified CallManager CTI Manager, JTAPI and TSP
  • Troubleshooting Media Resources
    • Media Resources Overview
    • Hardware- and Software-Based Media Resource Issues

Agenda:

Our TUC Lab environment consists of four interconnected CallManager (CCM 5.0.4) clusters. Two students are responsible for troubleshooting each cluster. Each cluster contains two 2811 Integrated Services Routers running IOS 12.4.9T2 representing a Headquarters and Branch site. A sophisticated telephony simulation is provided allowing you to troubleshoot PRI and FXO connections to the PSTN, T1-CAS DS0-Groups to a channel bank connected to two PBXs, and FXS ports connected to analog phones. Each 2811 router is provisioned with a PVDM2-32 providing DSP resources and a serial card for WAN connectivity.

A complete CallManager deployment is preconfigured on a cluster at the Headquarters site with one Publisher and one Subscriber:

  • A full dial-plan including Class of Service with blocking on lines
  • IP Phone and line configurations
  • Locations and regions
  • Device pools
  • Media resources, resource groups, and resource group lists

The Headquarters and Branch A routers have a base IP configuration providing network connectivity.

All laptops have the following tools loaded:

  • VNC and terminal services
  • Q931 enhanced translator
  • Triple combo parser
  • translatorX
  • Cisco trace collection tool
  • Cisco Voice Log Translator
  • Ethereal

We offer more than 50 possible trouble tickets that instructors can apply at their discretion during class with additional trouble tickets are constantly being added to the labs.

Lab 1: Trouble Tickets - Phone Registration

A variety of phone registration problems can be inserted into the network concerning:

  • Auto-registration
  • Microsoft DHCP
  • Router DHCP
  • Helper address
  • Routing
  • DNS
  • Access lists

Lab 2: Trouble Tickets - Dial Plan

Partition

Description

Unrestricted Outdialing Partitions

ZZZ-HQ PSTN pt
ZZZ-BrA PSTN pt

For all access to the PSTN via HQ-R1.
For all access to the PSTN via BrA-R1.

Block Partitions

ZZZ-Block-E911_pt
ZZZ-Block-HQ-Internal pt
ZZZ-Block-BrA-Internal pt
ZZZ-Block-RemoteCluster_pt
ZZZ-Block-Service pt
ZZZ-Block-Local_pt
ZZZ-Block-LongDistance pt
ZZZ-Block-International_pt
ZZZ-Block-HighRisk pt Block E911 calls.
Block HQ Internal Numbers.
Block BrA Internal Numbers.
Block Remote Cluster Calls. 
Block Service Calls.
Block Local Calls.
Block Long Distance Calls.
Block International Calls.
Block High Risk Calls.

Dummy Partition

Dummy pt Has nothing in it.

Partitions used for "Blocking on Line"

 

Partition

Description  ZZZ-RemoteClusters_pt Remote Cluster Route Patterns. ZZZ-Unity1 MWI pt
ZZZ-Unity2 MWI pt
ZZZ-Unity1 VMail pt
ZZZ-Unity2 VMail pt ZZZ-Unity1 MWIs.
ZZZ-Unity2 MWIs.
ZZZ-Unity1 Voice Mail Ports.
ZZZ-Unity2 Voice Mail Ports. ZZZ_NoAccess_pt Unreachable Numbers, for outbound only voicemail ports and for testing.

Common Partitions

A variety of dial plan problems can be inserted into the network concerning:

  • Misconfigured route patterns
  • Route patterns with wrong partitions
  • Misconfigured route filters
  • Problems with the "@" wildcard
  • Wrong calling search space on lines and phones
  • Incorrectly configured calling search spaces
  • Misconfigured call forward calling search spaces
  • Wrong calling search spaces on gateways
  • Route lists misconfigured
  • Bad translation patterns
  • One-way audio
  • Digit manipulation

Lab 3: Trouble Tickets - MGCP Gateway

A variety of MGCP gateway problems can be inserted into the network concerning:

  • MGCP domain names
  • Configuration of expected and significant digits
  • FXS ground vs. loop start
  • Attendant numbers
  • T1-CAS Digit Sending
  • FXO port configuration
  • Service provider problem: wrong DID sent
  • Service provider problem: PRI not up

Lab 4: Trouble Tickets - H.323 Gateway

A variety of H.323 gateway problems can be inserted into the network concerning:

  • H.323 source addresses
  • Bogus dial peers
  • Bad or missing translation-profiles for DID
  • Second dial tone on incoming calls from PRI
  • Bad incoming calling search space
  • Misconfigured dial peers

Lab 5: Trouble Tickets - Locations and Regions

Each cluster is configured for bandwidth management allowing a variety of codec and bandwidth-related problems to be explored:

  • Misconfigured locations
  • Devices in wrong locations
  • Misconfigured regions

Lab 6: Trouble Tickets - SIP

A variety of SIP problems will be inserted into the network concerning:

  • Third-party SIP device configuration
  • SIP trunks
  • Digest authentication
  • SIP dial rules
  • Misconfigured regions

Lab 7: Trouble Tickets - Presence

Presence is configured within each cluster and across the SIP trunks. Problems to troubleshoot include:

  • Misconfigured SUBSCRIBE calling search spaces
  • Presence group issues
  • Presence configuration across SIP trunks

Lab 8: Additional problems to troubleshoot:

Intercluster trunks are configured between the cluster with redundant gatekeepers (using gatekeeper clusters) and a directory gatekeeper deployed. Extension mobility is deployed in the network as well as numerous features such as Call Park, Music on Hold, and Conferencing using software and DSP resources.

Audience:

System engineers, field engineers, and anyone attempting the CCVP certification that includes IP Telephony Troubleshooting.

Objectives:

  • A systematic methodology to troubleshoot Cisco Unified Communication systems by using knowledge of tools and reports that help isolate Cisco Unified Communication system problems
  • When given a trouble call that has been categorized as a Cisco Unified CallManager-related issue, isolate the specific problem, propose a solution, and, where appropriate, implement the solution
  • Diagnose and resolve a call setup issue
  • Troubleshoot the quality of both voice and video streams
  • Given a trouble call that has been isolated to a Cisco Unified Communications system component application, isolate the specific problem, propose a solution, and, where appropriate, implement the solution

View Dates & Enroll Online