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 Communications Manager, Cisco Unity, videoconferencing, and network infrastructure.

Course Outline

1. Methodology and Tools for Troubleshooting Cisco Unified Communications Systems

• Introducing Cisco Unified Communications Systems Troubleshooting

  • Cisco Unified Communications Systems
  • Network Infrastructure
  • Cisco Unified Communications Manager (CUCM)
  • 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 CUCM Troubleshooting
  • CUCM Serviceability
  • Alarms
  • Configuring Trace
  • Dialed Number Analyzer
  • Controlling Services
  • CUCM 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 CUCM-Related Issues

• Troubleshooting Common Endpoint Registration Issues

  • Overview of Endpoint Registration Troubleshooting
  • Cisco IP Phone Initialization
  • Troubleshooting Endpoints with Ping
  • Troubleshooting Device Issues
  • Troubleshooting CUCM Issues
  • Troubleshooting SIP Endpoints

• Troubleshooting CUCM Availability Issues

  • CUCM System Stops Responding
  • CUCM Administration Does Not Display
  • Slow Web Server Response

• Troubleshooting CUCM 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 CUCM and 5.x
  • Resolving Database Replication Issues with CUCM 5.x
  • Re-Creating the Subscription of CUCM and 5.x

• Troubleshooting LDAP Replication Issues

  • Overview of LDAP Synchronization with CUCM
  • Synchronization Issues with the DC-Directory Service of CUCM
  • Reinitializing LDAP Replication
  • Resolving Directory Synchronization Issues in CUCM
  • Troubleshooting CUCM Integrated with Microsoft Active Directory
  • Overview of Directory Synchronization with CUCM 5.x
  • Resolving Informix Database Synchronization Issues in CUCM 5.x
  • Resolving Synchronization Issues in CUCM 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 CUCM
  • 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
  • CUCM 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
  • CUCM CTI Manager
  • CUCM JTAPI and TSP
  • CTI-Controlled Devices
  • CTI Quick Buffer Encoding
  • CTI Route Points and CTI Ports
  • Troubleshooting CUCM CTI Manager, JTAPI and TSP

• Troubleshooting Media Resources

  • Media Resources Overview
  • Hardware- and Software-Based Media Resource Issues