Troubleshooting Guide for Cisco Unified Communications Manager
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Table Of Contents

A - B - C - D - E - F - G - H - I - J - K - L - M - N - O - P - R - S - T - U - V - W -



administration page not displaying, troubleshooting     3-2

administrator account not associated with Cisco Unity subscriber     7-3

admission rejects     4-17

allowing remote access, how to     A-4

analyzing captured packets     2-10

assistant console displays error, Cisco IPMA service unreachable     8-12

attendant cannot access server error message displays     8-19

authentication error     8-27

automatic installation of MS Virtual Machine is no longer provided for download     8-10


barge, troubleshooting     8-1

B-channel remains locked when restart_ack does not contain channel IE, troubleshooting     4-18


caller misses availability notification before phone reset     8-3

call flow traces     B-10, C-1

Calling Search Space     5-3

call park

troubleshooting     8-2

calls do not get routed when filtering is on or off     8-13

calls forwarded to voice mail treated as direct call, troubleshooting     7-2

cannot search for Unicode languages     8-24

captured packets, analyzing     2-10

Case Study

troubleshooting Cisco Unified IP Phone calls     B-1

troubleshooting Cisco Unified IP Phone-to-Cisco IOS Gateway calls     C-1

CCO cases, opening a case     A-3

Certificate Authority Proxy Function (CAPF)

LSC validation fails     3-16

troubleshooting     3-15

verifying CAPF certificate installation     3-16

verifying MIC exists     3-16

certificates, troubleshooting     3-14

Cisco CTIManager down     8-28

Cisco CTL client, troubleshooting     3-14

Cisco discovery protocol support     2-3

Cisco Extension Mobility

error clearing     8-6

troubleshooting     8-5

Cisco IOS Gateway

T1/CAS interface     C-9

T1/PRI interface     C-8

Cisco Live!, reporting a case     A-4

Cisco Secure Telnet

design     A-5

overview     2-5

server access     A-4

structure     A-5

system     A-5

Cisco Syslog Analysis

Cisco Syslog Analyzer     2-3

Cisco Syslog Analyzer Collector     2-3

Cisco Unified Communications Manager

administration page does not display     3-2

Assistant, troubleshooting     8-7

assistant troubleshooting tools and client desktop      8-8

Attendant Console Issues

collecting server logs     8-25

directory issues     8-21

initialization of telephony errors     8-17

interface issues     8-22

problems making and receiving calls     8-19

voice mail issues     8-22

Attendant Console Issues, serviceability does not generate JTAPI logs     8-25

Extension Mobility, general problems clearing     8-5

initialization process     B-3

intracluster call flow traces     B-6

keepalive process     B-5

registration process     B-5

Serviceability does not generate JTAPI logs     8-25

services issues     6-1

system issues     3-1

system not responding     3-1

system stops responding     3-2

troubleshooting tools     2-5

Cisco Unified IP Phone

initialization process     B-2


authentication string     3-15

verifying LSC     3-16

troubleshooting audio problems     4-3

Cisco Unity does not rollover, troubleshooting     7-2

CiscoWorks2000     2-3

codec and region mismatches     4-9


debugs     2-4

sniffer traces     2-4

collecting server logs     8-25

Command Line Interface     2-2

configuration checklist for packet capturing      2-6

configuring packet capturing

gateway and trunk configuration windows     2-8

phone configuration window     2-7

service parameters     2-7

correcting audio problems from the Cisco IP Phone     4-3

CTL client, troubleshooting     3-14


debug messages and show commands

Cisco IOS Gatekeeper     C-4

Cisco IOS Gateway     C-5

debugs,collecting     2-4

destination not reachable     8-29

device issues

introduction     4-1

troubleshooting     4-1

diagnosing slow server response     3-7

dial plan issues     5-3

dial plans and routing issues     5-1

directed call park, troubleshooting     8-30

directory issues     8-21

directory numbers appear in an unknown line state     8-25

directory service down     8-27

domain names     5-3

dropped calls     4-11


echo     4-4


troubleshooting SRTP/SCCP     2-5

troubleshooting with packet capturing     3-16

error messages for Cisco Call Back     8-4

etoken, troubleshooting     3-14

exception, java.lang.ClassNotFoundException     8-10


failed call flow     B-11

failed to open device/line     8-29

features, troubleshooting     7-1

firewall protection     A-5


gatekeeper issues     4-17

gateway issues     4-12

gateway registration failure     4-12

gateway reorder tone     4-12

general model of problem solving     1-2

group pickup configuration     5-3


hardware transcoder not working as expected     6-2


immediate divert, troubleshooting     8-31

initialization of call control fails     8-18

initialization of telephony errors     8-17

initialization of telephony fails     8-17

intercluster H.323 communication     B-9

IPMAConsoleInstall.jsp displays error, no page found     8-9

IP Phone, troubleshooting

authentication string     3-15

verifying LSC     3-16


JTAPI subsystem

is in PARTIAL_SERVICE     3-11

is OUT_OF_SERVICE     3-8

startup problems     3-8


key is not active     8-31


line not available     8-20

lines disabled on phone     8-21

locally significant certificate (LSC), troubleshooting

validation fails     3-16

verifying installation     3-16

locating the Cisco Call Back log files     8-5

location and bandwidth     4-9

log files, troubleshooting     3-13

logs, echo log     4-5

lost or distorted audio     4-2


manager cannot intercept calls ringing on Assistant proxy line     8-15

manager is logged out while the service is still running     8-14

manufacture-installed certificate (MIC), verifying     3-16

MIVR-SS_TEL-1-ModuleRunTimeFailure     3-11

MIVR-SS_TEL-4-ModuleRunTimeFailure     3-8


name to address resolution failing, troubleshooting     3-5

network failure preparation     1-3

network layout     A-2

no conference bridge available     6-1

no connectivity, remote server     3-6

no supplementary services available on an established call     6-4


one-way audio or no audio     4-5

open a TAC case, required information     A-2

opening a CCO case, url location     A-3

overview     2-3

Cisco Secure Telnet     2-5

CiscoWorks2000     2-3

serviceability     1-1

troubleshooting     1-1


packet capturing

analyzing     2-10

configuration checklist (table)     2-6

configuration settings     2-9

overview     2-5

service parameters     2-7

settings     2-9

partitioning     5-3

phone issues     4-10

phone resets     4-10

port 80 blocked, troubleshooting     3-5


displaying or adding users     3-4

making and receiving calls     8-19

using Attendant Console Interface     8-22

using cisco call back     8-2

when dialing a number     5-3

problem solving guidelines     1-2


registration rejects     4-18

remote access     A-4

remote server, no connectivity     3-6

replication, reestablishing     3-6

route partitions and calling search spaces     5-1


sample topology of intracluster Cisco IP Phone-to Cisco IP Phone calls     B-2

secure dial plan     5-5


tokens     3-14

troubleshooting, packet capturing     2-5

security, firewall integrity     A-5

self-starting processes     B-3


overview     1-1

tools      2-2

services, troubleshooting     6-1

service temporarily unavailable     8-27

session expired, please login again     8-28

slow server response     3-7

sniffer traces, collecting     2-4


defined     2-3

remote monitoring with     2-3

support     2-3

speed dial and directory windows display incorrect line state     8-24

summary of CLI commands and GUI selections      2-11, 2-12

syslog analysis, described     2-3

system issues, troubleshooting     3-1

system logging, described     2-3

system log management     2-3

system not responding

troubleshooting     3-2

troubleshooting overview     3-1



allowing remote access     A-4

Cisco Live!     A-4

required information     A-2

Telnet, Cisco Secure

description     2-5

design     A-5

structure     A-4

temporary failure     8-31

testing gateways     4-4

text displays incorrect language     8-24


administration page not displaying     3-2

administrator account not associated with Cisco Unity subscriber     7-3

admission rejects     4-17

alarms     3-12

ARJs     4-17

audio problems from Cisco Unified IP Phone     4-3

authentication string entered incorrectly on phone     3-15

barge     8-1

B-channel remains locked when restart_ack does not contain channel IE     4-18

calling search spaces     5-1

CAPF     3-15

certificates     3-14

Cisco Call Back     8-2

Cisco CTL client     3-14

Cisco Extension Mobility

error messages     8-6

overview     8-5

Cisco Unified Communications Manager Assistant     8-7

Cisco Unified Communications Manager system not responding     3-1

Cisco Unified IP Phone calls

intercluster     B-9

intracluster     B-1

Cisco Web Dialer     8-26

codec and region mismatches     4-9

CTL security tokens     3-14

device issues     4-1

dial plan problems     5-3

dropped calls     4-11

echo     4-4

features     7-1

features and services     8-1

gatekeeper issues     4-17

gateway registration failure     4-12

gateway reorder tone issues     4-12

immediate divert     8-31

location and bandwidth issues     4-9

log files     3-13

lost or distorted audio problems     4-2

LSC validation fails     3-16

name to address resolution failing     3-5

no connectivity to other devices     3-6

not authorized to view page     3-3

one-way or no audio     4-5

opening a case     A-3

opening a case with TAC     A-1

overview     1-1

packet capturing     3-16

packet capturing with encryption     3-16

performance monitor counter descriptions (table)     3-13

performance monitor counters     3-12

phone resets     4-10

port 80 blocked     3-5

registration rejects     4-18

remote access for TAC     A-4

required preliminary information     A-2

route partition problems     5-1

RRJs     4-18

secure dial plans     5-5


analyzing captured packets     2-10

packet-capturing configuration checklist (table)     2-6

packet-capturing configuration settings     2-9

packet-capturing service parameters     2-7

SRTP/SCCP overview     2-5

services     6-1

system issues     3-1

system stops responding     3-2

tips     2-13

tools     2-1

trace files     3-13

unity does not rollover     7-2

using Cisco Live!     A-4

verifying CAPF certificate installation     3-16

verifying LSC installation     3-16

verifying MIC exists     3-16

voice mail stops after 30 seconds     7-1

voice quality issues     4-1

troubleshooting server without root access     2-11

troubleshooting tools     2-1


unable to communicate with Attendant Console server     8-23

unable to place calls to pilot point     8-19

Unity does not roll over, receive busy tone     7-2

User authentication fails     8-11

User not logged in on any device     8-28

User presses callback softkey before phone rings.     8-2

User unplugs or resets phone after pressing the CallBack softkey but before Call Back occurs.     8-3


verify Cisco Unified Communications Manager services are running     2-14

voice mail Issues     8-22

voice mail stops after 30 seconds, troubleshooting     7-1

voice messaging issues     7-1

voice messaging stops after 30 seconds     7-1

voice quality     4-1


Web Dialer, troubleshooting     8-26