Administration Guide for Cisco Business Edition 3000, Release 8.6(4)
Troubleshooting Overview
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Troubleshooting Overview

Troubleshooting Overview

This chapter, which provides a basic overview of troubleshooting in Cisco Business Edition 3000, provides information on the following topics:

Troubleshooting Tools

Cisco Business Edition 3000 provides you with the following functionality to assist you with troubleshooting your system:

  • The Health Summary page in the Cisco Business Edition 3000 Administrative Interface (Monitoring > Health Summary)—This page allows you to quickly determine the health of major subsystems in your system. The page indicates whether you have a problem, and the online help for the Health Summary page provides you with possible causes and tasks that you can perform to resolve the issue. You should access this page first when you begin troubleshooting.
  • The Diagnostics page in the Cisco Business Edition 3000 Administrative Interface (Monitoring > Diagnostics)—From this page, you can enable detail logging during recurring events and you can collect logs, which you can send to your technical support (either the Value Added Reseller or Cisco Technical Assistance Center (TAC)). You access this page when the Value Added Reseller, Cisco TAC, or Health Summary page indicate that you need to perform tasks on this page.
  • The Cisco Diagnostics Tool—The Cisco Diagnostic Tool allows you to diagnose your system if you cannot access the Cisco Business Edition 3000 Administrative Interface
  • If you file a case with Cisco TAC, you may need additional troubleshooting tools, as described in the Opening a Case with Cisco Technical Assistance Center.

Troubleshooting Tips

The following tips may help you when you are troubleshooting Cisco Business Edition 3000.

  • Check http://www.cisco.com/en/US/docs/voice_ip_comm/cucmbe3k/8_6_4/release_notes/3krel_notes864.html for Cisco Business Edition 3000 for known problems.
  • Identify the approximate time of the problem. Multiple calls may have occurred, so knowing the approximate time of the call helps TAC quickly locate the issue.
  • Obtain phone statistics from phones that can display phone statistics.
  • When you are running a test to reproduce the issue and produce information, know the following data that is crucial to understanding the issue:
    • Calling number/called number
    • Any other number that is involved in the specific scenario
    • Time of the call
  • You can always recover more easily from a network failure if you are prepared ahead of time. To determine if you are prepared for a network failure, answer the following questions:
    • Do you have an accurate physical and logical map of your Internetwork that outlines the physical location of all of the devices on the network and how they are connected as well as a logical map of network addresses, network numbers, and subnetworks?
    • Do you know which protocols are being routed and the correct, up-to-date configuration information for each protocol?
    • Do you know all the points of contact to external networks, including any connections to the Internet?
    • Has your organization documented normal network behavior and performance, so you can compare current problems with a baseline?
    If you can answer yes to these questions, faster recovery from a failure results.
  • If you must collect a log file, save the log file to a USB flash drive or desktop to prevent the system from overwriting it.
  • If you plan to file a case with Cisco TAC, see the Information You Will Need and the Required Preliminary Information.