Troubleshooting Guide for Cisco Unified Communications Manager, Release 8.5(1)
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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 3-3

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 8-13

audit logging 2-19

authentication error 8-18

automatic installation of MS Virtual Machine is no longer provided for download 8-11

B

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 8-3

call flow traces 11-10, 12-1

Calling Search Space 5-3

call park

troubleshooting 8-6

calls do not get routed when filtering is on or off 8-14

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

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 3-24

troubleshooting 3-23

verifying CAPF certificate installation 3-24

verifying MIC exists 3-24

certificates, troubleshooting 3-22

CISCO-CCM-MIB

troubleshooting tips 9-2

Cisco CTIManager down 8-19

Cisco CTL client, troubleshooting 3-22

Cisco discovery protocol support 2-5

Cisco Extension Mobility

error clearing 8-7

troubleshooting 8-6

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 3-3

Assistant, troubleshooting 8-9

assistant troubleshooting tools and client desktop 8-9

Extension Mobility, general problems clearing 8-7

initialization process 11-3

intracluster call flow traces 11-6

keepalive process 11-5

registration process 11-5

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 3-23

verifying LSC 3-24

troubleshooting audio problems 4-3

Cisco Unified Mobility

troubleshooting 8-17

Cisco Unity does not roll over, troubleshooting 7-2

codec and region mismatches 4-9

collecting

debugs 2-6

sniffer traces 2-6

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 3-22

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 8-20

device issues

incorrect registration status displays 4-19

introduction 4-1

troubleshooting 4-1

diagnosing slow server response 3-15

dial plan issues 5-3

dial plans and routing issues 5-1

directed call park, troubleshooting 8-21

directory service down 8-19

domain names 5-3

dropped calls 4-10

E

echo 4-4

encryption

troubleshooting SRTP/SCCP 2-7

troubleshooting with packet capturing 3-24

error messages for Cisco Call Back 8-4

etoken, troubleshooting 3-22

exception, java.lang.ClassNotFoundException 8-11

F

failed call flow 11-11

failed to open device/line 8-20

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

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 8-26

intercluster H.323 communication 11-9

intercom

troubleshooting 8-27

IPMAConsoleInstall.jsp displays error, no page found 8-10

IP Phone, troubleshooting

authentication string 3-23

verifying LSC 3-24

IPv6

troubleshooting 8-30

J

JTAPI subsystem

is in PARTIAL_SERVICE 3-19

is OUT_OF_SERVICE 3-16

startup problems 3-15

K

key is not active 8-26

L

locally significant certificate (LSC), troubleshooting

validation fails 3-24

verifying installation 3-24

locating the Cisco Call Back log files 8-4

location and bandwidth 4-9

log files, troubleshooting 3-21

logical partitioning

troubleshooting 8-31

logs, echo log 4-5

lost or distorted audio 4-2

M

manager cannot intercept calls ringing on Assistant proxy line 8-16

manager is logged out while the service is still running 8-15

manufacture-installed certificate (MIC), verifying 3-24

MIVR-SS_TEL-1-ModuleRunTimeFailure 3-18

MIVR-SS_TEL-4-ModuleRunTimeFailure 3-16

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

using ciscocall back 8-2

when dialing a number 5-4

problem solving guidelines 1-2

R

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 3-22

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 8-18

session expired, please login again 8-19

slow server response 3-15

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

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 8-27

testing gateways 4-4

troubleshooting

administration page not displaying 3-3

administrator account not associated with Cisco Unity subscriber 7-3

admission rejects 4-17

alarms 3-20

ARJs 4-17

audio problems from Cisco Unified IP Phone 4-3

authentication string entered incorrectly on phone 3-23

barge 8-1

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

calling search spaces 5-1

CAPF 3-23

certificates 3-22

CISCO-CCM-MIB 9-2

Cisco CTL client 3-22

Cisco Extension Mobility

error messages 8-7

overview 8-6

Cisco Unified Communications Manager Assistant 8-9

Cisco Unified Communications Manager system not responding 3-1

CiscoUnifiedIP Phone calls

intercluster 11-9

intracluster 11-1

Cisco Unified Mobility 8-17

Cisco Web Dialer 8-18

codec and region mismatches 4-9

CTL security tokens 3-22

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 8-26

location and bandwidth issues 4-9

log files 3-21

logical partitioning 8-31

lost or distorted audio problems 4-2

LSC validation fails 3-24

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 3-24

packet capturing with encryption 3-24

performance monitor counter descriptions (table) 3-21

performance monitor counters 3-20

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 3-21

using Cisco Live! 10-4

verifying CAPF certificate installation 3-24

verifying LSC installation 3-24

verifying MIC exists 3-24

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

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

User authentication fails 8-12

User not logged in on any device 8-20

User presses callback softkey before phone rings. 8-2

User unplugs or resets phone after pressing the CallBack softkey but before Call Back occurs. 8-2

V

verify Cisco Unified Communications Manager services are running 2-23

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 8-18