Troubleshooting Guide for Cisco Unified Communications Manager, Release 7.1(2)
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Index

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 -

Index

A

administration page not displaying, troubleshooting 3-2

administrator account not associated with CiscoUnity subscriber 7-3

admission rejects 4-17

allowing remote access, how to 10-4

analyzing captured packets 2-13

assistant console displays error, CiscoIPMA service unreachable 8-12

attendant cannot access server error message displays 8-19

audit logging 2-19

authentication error 8-28

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

B

Bad Disk Blocks 3-24

barge, troubleshooting 8-1

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

C

caller misses availability notification before phone reset 8-4

call flow traces 11-10, 12-1

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 2-13

Case Study

troubleshooting CiscoUnifiedIPPhone calls 11-1

troubleshooting CiscoUnifiedIPPhone-to-CiscoIOSGateway calls 12-1

CCO cases, opening a case 10-3

Certificate Authority Proxy Function (CAPF)

LSC validation fails 3-21

troubleshooting 3-20

verifying CAPF certificate installation 3-21

verifying MIC exists 3-21

certificates, troubleshooting 3-19

CISCO-CCM-MIB

troubleshooting tips 9-2

Cisco CTIManager down 8-29

Cisco CTL client, troubleshooting 3-19

Cisco discovery protocol support 2-5

Cisco Extension Mobility

error clearing 8-6

troubleshooting 8-5

CiscoIOS Gateway

T1/CAS interface 12-9

T1/PRI interface 12-8

Cisco Live!, reporting a case 10-4

Cisco Secure Telnet

design 10-5

overview 2-7

server access 10-4

structure 10-5

system 10-5

Cisco Syslog Analysis

Cisco Syslog Analyzer 2-5

Cisco Syslog Analyzer Collector 2-5

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 11-3

intracluster call flow traces 11-6

keepalive process 11-5

registration process 11-5

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 2-7

Cisco Unified IP Phone

initialization process 11-2

troubleshooting

authentication string 3-20

verifying LSC 3-21

troubleshooting audio problems 4-3

Cisco Unified Mobility

troubleshooting 8-27

Cisco Unity does not roll over, troubleshooting 7-2

codec and region mismatches 4-9

collecting

debugs 2-6

sniffer traces 2-6

collecting server logs 8-25

Command Line Interface 2-2

configuration checklist for packet capturing 2-8

configuring packet capturing

gateway and trunk configuration windows 2-10

phone configuration window 2-10

service parameters 2-9

correcting audio problems from the CiscoIPPhone 4-3

CTL client, troubleshooting 3-19

D

database replication

database replication does not occur when connectivity is restored on lost node 3-10

database tables out of sync do not trigger alert 3-11

replication fails between the publisher and subscriber server 3-7

resetting database replication when reverting to an older product release 3-11

debug messages and show commands

CiscoIOSGatekeeper 12-4

CiscoIOSGateway 12-5

debugs,collecting 2-6

destination not reachable 8-30

device issues

incorrect registration status displays 4-19

introduction 4-1

troubleshooting 4-1

diagnosing slow server response 3-12

dial plan issues 5-3

dial plans and routing issues 5-1

directed call park, troubleshooting 8-31

directory issues 8-21

directory numbers appear in an unknown line state 8-25

directory service down 8-28

domain names 5-3

dropped calls 4-10

E

echo 4-4

encryption

troubleshooting SRTP/SCCP 2-7

troubleshooting with packet capturing 3-21

error messages for Cisco Call Back 8-4

etoken, troubleshooting 3-19

exception, java.lang.ClassNotFoundException 8-10

F

failed call flow 11-11

failed to open device/line 8-30

features, troubleshooting 7-1

firewall protection 10-5

G

gatekeeper issues 4-17

gateway issues 4-11

gateway registration failure 4-12

gateway reorder tone 4-12

general model of problem solving 1-2

group pickup configuration 5-3

H

Hard Drive Reports Media Errors 3-24

hardware transcoder not working as expected 6-2

history log

See system history log

HOST-RESOURCES-MIB

troubleshooting tips 9-10

I

immediate divert, troubleshooting 8-32

initialization of call control fails 8-18

initialization of telephony errors 8-17

initialization of telephony fails 8-17

intercluster H.323 communication 11-9

intercom

troubleshooting 8-33

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

IP Phone, troubleshooting

authentication string 3-20

verifying LSC 3-21

IPv6

troubleshooting 8-36

J

JTAPI subsystem

is in PARTIAL_SERVICE 3-16

is OUT_OF_SERVICE 3-13

startup problems 3-13

K

key is not active 8-32

L

line not available 8-20

lines disabled on phone 8-21

locally significant certificate (LSC), troubleshooting

validation fails 3-21

verifying installation 3-21

locating the Cisco Call Back log files 8-5

location and bandwidth 4-9

log files, troubleshooting 3-18

logical partitioning

troubleshooting 8-37

logs, echo log 4-5

lost or distorted audio 4-2

M

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 3-21

MIVR-SS_TEL-1-ModuleRunTimeFailure 3-16

MIVR-SS_TEL-4-ModuleRunTimeFailure 3-13

N

name to address resolution failing, troubleshooting 3-5

network failure preparation 1-3

network layout 10-2

network management

Cisco discovery protocol support 2-5

simple network management protocol (SNMP) support 2-6

system log management 2-5

no conference bridge available 6-1

no connectivity, remote server 3-6

no supplementary services available on an established call 6-4

O

one-way audio or no audio 4-5

open a TAC case, required information 10-2

opening a CCO case, url location 10-3

overview

Cisco Secure Telnet 2-7

serviceability 1-1

troubleshooting 1-1

P

packet capturing

analyzing 2-13

configuration checklist (table) 2-8

configuration settings 2-12

overview 2-7

service parameters 2-9

settings 2-12

partitioning 5-3

phone issues 4-10

phone resets 4-10

port 80 blocked, troubleshooting 3-5

problems

displaying or adding users 3-4

making and receiving calls 8-19

using Attendant Console Interface 8-22

using ciscocall back 8-2

when dialing a number 5-4

problem solving guidelines 1-2

R

RAID Drives, Rebuilding 3-23

Rebuilding RAID Drives 3-23

registration rejects 4-17

remote access 10-4

remote server, no connectivity 3-6

route partitions and calling search spaces 5-1

S

sample topology of intracluster Cisco IP Phone-to Cisco IP Phone calls 11-2

secure dial plan 5-5

security

tokens 3-19

troubleshooting, packet capturing 2-7

security, firewall integrity 10-5

self-starting processes 11-3

serviceability

overview 1-1

tools 2-2

services, troubleshooting 6-1

service temporarily unavailable 8-28

session expired, please login again 8-29

slow server response 3-12

sniffer traces, collecting 2-6

SNMP

defined 2-6

remote monitoring with 2-6

support 2-6

troubleshooting tips 9-1

CISCO-CCM-MIB 9-2

HOST-RESOURCES-MIB 9-10

troubleshooting tips for developers 9-15

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

summary of CLI commands and GUI selections 2-13, 2-14

syslog analysis, described 2-5

system history log 2-16

accessing

using RTMT 2-19

using the CLI 2-18

fields 2-17

overview 2-17

system issues, troubleshooting 3-1

system logging, described 2-5

system log management 2-5

system not responding

troubleshooting 3-2

troubleshooting overview 3-1

T

TAC

allowing remote access 10-4

Cisco Live! 10-4

required information 10-2

Telnet, Cisco Secure

description 2-7

design 10-5

structure 10-4

temporary failure 8-32

testing gateways 4-4

text displays incorrect language 8-24

troubleshooting

administration page not displaying 3-2

administrator account not associated with Cisco Unity subscriber 7-3

admission rejects 4-17

alarms 3-17

ARJs 4-17

audio problems from Cisco Unified IP Phone 4-3

authentication string entered incorrectly on phone 3-20

barge 8-1

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

calling search spaces 5-1

CAPF 3-20

certificates 3-19

Cisco Call Back 8-2

CISCO-CCM-MIB 9-2

Cisco CTL client 3-19

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

CiscoUnifiedIP Phone calls

intercluster 11-9

intracluster 11-1

Cisco Unified Mobility 8-27

Cisco Web Dialer 8-27

codec and region mismatches 4-9

CTL security tokens 3-19

device issues 4-1

dial plan problems 5-3

dropped calls 4-10

echo 4-4

features 7-1

features and services 8-1

for SNMP developers 9-15

gatekeeper issues 4-17

gateway registration failure 4-12

gateway reorder tone issues 4-11

HOST-RESOURCES-MIB 9-10

immediate divert 8-32

location and bandwidth issues 4-9

log files 3-18

logical partitioning 8-37

lost or distorted audio problems 4-2

LSC validation fails 3-21

name to address resolution failing 3-5

no connectivity to other devices 3-6

not authorized to view page 3-4

one-way or no audio 4-5

opening a case 10-3

opening a case with TAC 10-1

overview 1-1

packet capturing 3-21

packet capturing with encryption 3-21

performance monitor counter descriptions (table) 3-18

performance monitor counters 3-17

phone resets 4-10

port 80 blocked 3-5

registration rejects 4-17

remote access for TAC 10-4

required preliminary information 10-2

route partition problems 5-1

RRJs 4-17

secure dial plans 5-5

security

analyzing captured packets 2-13

packet-capturing configuration checklist (table) 2-8

packet-capturing configuration settings 2-12

packet-capturing service parameters 2-9

SRTP/SCCP overview 2-7

services 6-1

SNMP 9-1

system issues 3-1

system stops responding 3-2

tips 2-15

tools 2-1

trace files 3-18

using Cisco Live! 10-4

verifying CAPF certificate installation 3-21

verifying LSC installation 3-21

verifying MIC exists 3-21

voice mail does not roll over 7-2

voice mail stops after 30 seconds 7-1

voice quality issues 4-1

troubleshooting server without root access 2-13

troubleshooting tools 2-1

U

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 8-29

User presses callback softkey before phone rings. 8-3

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

V

verify Cisco Unified Communications Manager services are running 2-22

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

W

Web Dialer, troubleshooting 8-27

Weekly Procedure, Bad Disk Blocks 3-25