Collaboration Technical Information Site for CSR 10.6(1)
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- Updated:
- December 18, 2014
Chapter: Implement
Implement
Introduction to Implementation
The goal of implementation is to introduce the new system into the network with the least amount of disruption and the highest level of interoperability with the existing network. To minimize downtime, an essential component of this process is the implementation plan.
Before You Begin
You should understand how to implement Cisco Unified Communications. For more information, see Cisco Unified Communications Implementation.
Before you begin installing components, you should have a completed implementation plan from the detailed design. Use the equipment list and site specification from the detailed design to do the following:
Your implementation plan should include:
When You Are Done
All components are installed and ready to configure.
Major Tasks in This Process
Order Equipment
This topic includes links to ordering guides and descriptions of tools that you need to choose your ordering options.
Quote Builder Tool
The Quote Builder tool is a solutions quoting application for Cisco Unified Communications products. Quote Builder is available to specialized partners and Cisco employees.
With Quote Builder, users can build a system quote with design documents to aid in the implementation of the solution. Quote Builder also validates designs for common deployments. Quote Builder generates a bill of materials, a network diagram, and design guides for deployment. To access Quote Builder, go to the following URL:
http://www.cisco.com/web/partners/index.html
This site contains many resources for Channel and Solution partners.
Ordering Guides
Ordering guides for most Cisco Collaboration Systems products are available for Cisco partners, Cisco sales staff, and Cisco service providers.
Install and Configure System Components
When implementing a Cisco Collaboration system, create a site-specific plan for your team. Describe what needs to be installed and configured. Your plan should list the referenced product-specific installation guides in the Component Installation and Configuration Guides.
Your plan will help you manage timelines for implementing equipment and scheduling outages. Include an installation schedule, as well as a test plan that will verify that the operation conforms to the design objectives.
This section provides information about the components of the Cisco Collaboration Systems for IP Telephony Release 10.6(1) deployment. It does not describe installation procedures for individual components. For links to the complete documentation set for each system component, see the Component Resources Documentation for Collaboration topic in the Resource Library chapter.
- Performing Your System Installation
- Component Installation and Configuration Guides
- Software Versions and System Caveats
- Configuration Examples
Performing Your System Installation
Before You Begin
See Preparing for Your System Installation in the Chapter Plan to plan your overall strategy.
Install IP Telephony Software Components
Once you have your installation plan and preparations in place, perform your system installation by following the guidelines and sequence in the individual product installation and configuration guides.
See Component Installation and Configuration Guides for links to component installation and upgrade documentation.
For system configuration examples, as well as other system implementation topics, see the documentation wiki (docwiki) at http://docwiki.cisco.com/wiki/Unified_Communications_System_Implementation.
Component Installation and Configuration Guides
The following table provides references to installation and configuration documents for the software and hardware components that are part of the Cisco Collaboration Systems Release 10.6(1) solution. This information includes component names and related documentation.
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Product Category |
Product Technology |
Components |
Documentation Title |
|---|---|---|---|
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Call Control |
Cisco Unified Communications Manager |
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Cisco Unified Communications Manager IM and Presence Service |
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Cisco Unified Communications Manager Express |
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Conferencing |
Cisco TelePresence Management Suite |
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Cisco TelePresence Management Suite Extension |
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Cisco TelePresence Server |
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Cisco TelePresence Conductor |
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Cisco TelePresence MCU |
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Cisco Collaboration Meeting Rooms (CMR) |
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Enterprise Edge |
Cisco TelePresence Video Communication Server |
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Cisco Expressway Series |
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Server Applications |
Cisco Emergency Responder |
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Cisco Unified Attendant Consoles |
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Cloud Applications |
Cisco WebEx Meetings Server |
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Cisco WebEx Meeting Center |
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Cisco Show and Share |
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Voicemail and Messaging |
Cisco Unity Connection |
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Cisco Unity Express |
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Devices (Endpoints) |
Cisco DX Series |
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Cisco TelePresence System EX Series |
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Cisco TelePresence System 500 |
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Cisco TelePresence IX 5000 |
Cisco TelePresence IX 5000 |
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Cisco TelePresence MX Series |
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Cisco TelePresence SX Series |
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Cisco TelePresence Integrator C Series |
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Cisco TelePresence Precision 60 Camera |
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Service Management |
Cisco Prime Collaboration Provisioning, Assurance and Deployment |
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Cisco Prime License Manager |
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Communications Gateways |
Cisco Unified Survivable Remote Site Telephony |
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Cisco Unified SIP Proxy |
Software Versions and System Caveats
For specific information on product software versions used, see Cisco Collaboration Systems Compatibility Matrix. For compatibility information prior to Collaboration Systems Release 10.6, refer to the Compatibility Tool.
For specific information on system limitations and known caveats, see the Collaboration System Release Notes for Cisco Collaboration Systems Release 10.6(1).
Configuration Examples
Sample configuration commands for infrastructure components that are involved in the call flows are in downloadable zip files for all test bed components in Configuration Command Files for Collaboration in the Resource Library.
System-level configuration examples are available on the Cisco DocWiki at http://docwiki.cisco.com/wiki/Category:IP_Telephony_System_Configurations.
Introduction to Troubleshooting
This topic describes how to develop a system-level troubleshooting methodology as you install and configure a Cisco Unified Communications network for the first time. It also provides recommendations for preparing and documenting the network that may assist you in diagnosing and isolating problems when they occur. This topic contains the following sections:
System Troubleshooting Methodology
The Implementation phase of your network deployment is an excellent time to develop a methodology for troubleshooting the network as a whole. Troubleshooting networking equipment at a system level requires solid detective skills. When a problem occurs, the list of potential suspects is long. You must collect detailed information and systematically narrow the list of potential causes to determine the root problem. This topic does not provide step-by-instructions for resolving problems that occur during network installation. Instead, this topic describes sound methods for troubleshooting your network using the following general steps:
- Gather Information on the Problem
- Isolate Points of Failure
- Apply Tools to Determine the Problems Root Cause
Gather Information on the Problem
Problems are typically discovered and reported by one of the following types of users:
External customers dialing into a call center to order products, obtain customer service, and so forth.
Internal agents receiving incoming calls from a call queue or initiating outbound collection calls to customers.
Internal users using administrative phones to call employees in other company locations or PSTN destinations, and perform basic actions such as call transfers and dialing into conferences.
As the network administrator, you must collect sufficient information from these users to allow you to isolate the problem. Detailed, accurate information will make this task easier. The following table lists recommended questions to ask users when they report a problem. As you turn up your network, you may consider putting these questions in an on-line form. A form will encourage users to provide more details about the problem and also put them into the habit of looking for particular error messages and indicators. Capturing the information electronically will also permit you to retrieve and re-examine this information in the future, should the problem repeat itself.
Ask this Question... |
To Determine... |
|---|---|
Did something fail or did it simply perform poorly? |
Whether the issue relates to system degradation or a connectivity failure. An example of a failure is when a user dials a phone number and hears fast busy tone. An example of a performance problem is when a user dials into a conference call and hears “choppy” audio when other parties speak. Quality of service or performance issues require a different approach than connectivity or operational problems. You must still isolate the potential sources of the problem, but you will typically use performance management tools instead of log files. |
What device were you trying to use? |
The device type, model and version of software installed. It is also critical to capture the IP address assigned to the device, as well as its MAC address. If the case of IP phones, determining the phone’s active Cisco Unified Communications Manager server is also important. On Cisco Unified IP phones, these important network values can be displayed by pressing the Settings button and choosing the Network Configuration option from the menu. |
Did it ever work? |
If a device was recently installed and the problem occurred while making it work for the first time, or if the device was operating normally before the problem occurred. If the device was newly installed, the problem is most likely due to improper configuration or wiring of that particular device. Problems with devices that are already up and running can typically be traced back to one of two causes: (a) the user modifying their device, such as changing their configuration or upgrading software, or (b) a change or failure elsewhere in the network |
Exactly what action(s) did you perform? |
The steps that led up to the problem, including which buttons were pressed and in which order. Capturing this information in detail is important so that you can consistently reproduce the problem. |
What error message(s) appeared or announcements did you hear? |
The visual and audio indicators of the problem. Ask users to provide the exact text that appears and any error codes in either an email or on-line form. If the error indication was audible, ask the user to write down the announcement they heard, the last menu option they were able to successfully choose or the tone they heard when the call failed. |
What time did the problem occur? |
The date and time to compare against entries in log files. If the problem occurred on a Cisco Unified IP phone, make certain the user provides the timestamp that appears on their phone’s display. Several Cisco components in a network may capture the same problem event in separate log files, with different ID values. In order to correlate log entries written by different components, you must compare the timestamps to find messages for the same event. Cisco Unified IP phones synchronize their date and time with their active Cisco Unified Communications Manager server. If all Cisco components in the network use Network Time Protocol (NTP) to synchronize with the same source, then the timestamps for the same problem messages will match in every log file. |
What is the number of the phone you used and what was the phone number you called? |
If the problem relates to a WAN or PTSN link, or a Cisco Unified Communications Manager dial plan issue. Ask the user the phone number he or she dialed (called number) and determine if the destination was within his or her site, another site within the corporate network, or a PSTN destination. Because the calling number (the number of the phone used) also affects call routing in some cases, capture this number as well. |
Did you try to perform any special actions, such as a transfer, forward, call park, call pickup, or meet-me conference? Is the phone set up to automatically perform any of these actions? |
If the problem is not directly related to the calling number or called number but rather to the supplementary service setup on Unified Communications Manager or the problem is at the destination phone the user tried to reach by transferring or forwarding the call. |
Did you attempt the same action on another device? |
If the problem is isolated to that user’s device or represents a more widespread network problem. If the user cannot make a call from his or her phone, ask the user to place a call to the same destination using a phone in a nearby office. |
Isolate Points of Failure
After collecting information on the symptoms and behavior of the problem, to narrow the focus of your efforts you should:
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Identify the specific devices involved in the problem.
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Check the version of software running on each device.
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Determine if something has changed in the network.
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Verify the integrity of the IP network.
Identify Devices Involved in the Problem
In large- to medium-sized networks, it is crucial to identify the specific phones, routers, switches, servers and other devices that were involved in a reported problem. Isolating these devices allows you to rule out the vast majority of equipment within the network and focus your time and energy on suspect devices. To help you isolate which devices were involved in a problem, two types of information can prove invaluable:
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Network topology diagrams: It is strongly recommended that you have one or more diagrams that show the arrangement of all Cisco Unified Communications products in your network. These diagrams illustrate how these devices are connected and also capture each device’s IP address and name (you may want to also have a spreadsheet or database of the latter information). This information can help you visualize the situation and focus on the devices that may be contributing to the reported problem. See Network Topology Diagrams for recommendations on how to prepare these diagrams.
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Call flow diagrams: Cisco equipment, including Unified Communications Manager servers, typically provide detailed debug and call trace log files. To interpret these log files, however, it is useful to understand the signaling that occurs between devices as calls are set up and disconnected. Using the network topology and call flow diagrams in conjunction with the log files, you can trace how far a call progressed before it failed and identify which device reported the problem. Examples of using call flow diagrams for problem isolation are shown in Additional Sites and Services.
Check Software Release Versions for Compatibility
After you have identified which devices may be involved in the problem, verify that the version of software running on each device is compatible with the software running on every other device. As part of Cisco Unified Communications Release 10.6(1) verification, Cisco Systems has performed interoperability and load testing on simulated network environments running specific software versions. The System Release Notes for Cisco Collaboration Systems, Release 10.6(1) lists the combination of software releases that were tested.
However, if the combination of releases installed in your network does not match the values in the Release Matrix, it does not necessarily mean the combination is invalid. To check interoperability for a specific device and software release, locate and review its Release Notes. Release Notes contain up-to-date information on compatibility between the product and various releases of other products. This document also describes open caveats, known issues that may cause unexpected behavior. Before beginning extensive troubleshooting work, examine the Release Notes to determine if you are experiencing a known problem that has an available workaround.
 Note | The open caveat information in the Release Notes contains links to the Bug Search. The Bug Search requires that you are a Cisco partner or a registered Cisco.com user with a Cisco service contract. To access the Bug Search, go to the http://tools.cisco.com/bugsearch// |
Determine If Network Changes Have Occurred
Before focusing on the particular device or site where the problem occurred, it may be useful to determine if a change was made to surrounding devices. If something has been added, reconfigured or removed from elsewhere in the network, that change may be the source of the problem. It is recommended that you track changes to the network such as:
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New phones added
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Modifications to Cisco Unified Communications Manager call routing settings, such as new directory numbers, route patterns and dial rules to support new sites or devices
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Changes to port configurations on switches, routers or gateways (new equipment, wiring changes or new port activation)
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Changes to IP addressing schemes (such as adding new subnets) that may have affected route tables
Verify the IP Network Integrity
Always remember that Cisco Unified Communications equipment relies on a backbone IP network. Many connectivity problems are not caused by configuration errors or operational failures on Cisco devices, but rather by the IP network that interconnects them. Problems such as poor voice quality are typically due to IP network congestion, while call failures between locations may be the result of network outages due to disconnected cables or improperly configured IP route tables.
Before assuming that call processing problems result from Cisco Unified Communications devices themselves, check the integrity of the backbone IP network. Keep the OSI model in mind as you perform these checks. Start from the bottom, at the physical layer, by checking that end-to-end cabling. Then verify the status of Layer 2 switches, looking for any port errors. Move from there to confirm that the Layer 3 routers are running and contain correct routing tables. Continue up the OSI stack to Layer 7, the application layer. To resolve problems occurring at the top levels of the stack, a protocol analyzer (or “sniffer”) may be useful. You can use sniffer to examine the IP traffic passing between devices and also decode the packets. Sniffers are particularly useful for troubleshooting errors between devices that communicate using Media Gateway Control Protocol (MGCP) or Session Initiation Protocol (SIP).
Apply Tools to Determine the Problems Root Cause
After you have eliminated the IP network as the source of the problem and you have isolated the specific Cisco Unified Communications components involved, you can start applying the many diagnostic tools provided by Cisco components.
The Table lists the diagnostic tools and supporting troubleshooting documentation available for most components in an IP telephony network. Note that this summary table is provided for reference only. The procedures in Troubleshooting Daily Operations specify when to use each tool and provide links to the troubleshooting instructions in each component’s documentation where appropriate.
|
Component |
Diagnostic Tools Available |
Information Available In... |
|---|---|---|
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Call Control |
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Cisco Unified Communications Manager |
Serviceability System tools: Trace log files |
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Cisco Unified Communications Manager IM and Presence Service |
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Cisco Unified Communications Manager Express |
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Conferencing |
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Cisco TelePresence Management Suite |
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Cisco TelePresence Management Suite Extension |
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Cisco TelePresence Server |
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Cisco TelePresence Conductor |
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Cisco TelePresence MCU |
Cisco TelePresence MCU |
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Cisco Collaboration Meeting Rooms (CMR) |
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Enterprise Edge |
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Cisco TelePresence Video Communication Server |
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Cisco Expressway Series |
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Server Applications |
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Cisco Emergency Responder |
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Cisco Unified Attendant Consoles |
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Cloud Applications |
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Cisco WebEx Meetings Server |
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Cisco WebEx Meeting Center |
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Cisco Show and Share |
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Voice Mail and Messaging |
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Cisco Unity Connection |
Cisco Unity Connection |
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Cisco Unity Express |
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Devices (Endpoints) |
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Cisco Unified IP phones |
Network configuration, status and phone model information on Settings menu |
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Cisco DX Series |
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Cisco TelePresence System EX Series |
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Cisco TelePresence System 500 |
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Cisco TelePresence MX Series |
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Cisco TelePresence SX Series |
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Cisco TelePresence Integrator C Series |
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Cisco TelePresence Precision 60 Camera |
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Service Management |
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Cisco Prime Collaboration Provisioning, Assurance and Deployment |
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Cisco Prime License Manager |
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Communications Gateways |
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Cisco Unified Survivable Remote Site Telephony |
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Cisco Unified SIP Proxy |
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Cisco Integrated Services Router (ISR) |
Cisco Integrated Services (ISR) 2900 Series, 3900 Series |
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Cisco Unified Border Element Enterprise Edition for Cisco ISR Series |
Cisco Unified Border Element Enterprise Edition for Cisco ISR Series |
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Preparing Your Network for Troubleshooting and Recovery
Before your network becomes operational, you can take several proactive steps to make troubleshooting easier, including:
Produce network topology diagrams to help you isolate potential sources of problems.
Synchronize the date and time on all servers.
Set trace/logging levels on key devices so that diagnostic information is available when problems occur.
Create IVR flowcharts that illustrate how calls are routed between agents and sites.
Network Topology Diagrams
One of the first lines of defense is possessing current topology information. One of the most important pieces of topology information is a detailed network diagram (usually created using Microsoft Visio or a similar application). At a minimum, your network topology diagrams should include the following information:
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The name assigned to each major device (typically the DNS name)
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IP addresses for all devices in the network
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Phone extension number ranges assigned to sets of agents or users, as well as the main inbound dial-up numbers for each location. This information is useful in resolving dial plan configuration errors.
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WAN IP and PSTN links between sites.
This information is critical for isolating which components are involved in a particular problem. For medium- to large-sized networks, you may want to take a “layered” approach in your diagrams. Create a high-level diagram that illustrates the overall physical layout of your network, including all sites and the links between them. Then for each site create additional diagrams that show detailed addressing information, port numbers and dial plan configurations.
Note | Frequent adds, changes and upgrades to your network can quickly make these diagrams out-of-date. Inaccurate diagrams slow down the troubleshooting process and may lead to wrong diagnosis of the problem. Remember to keep these diagrams as current as possible. |
The Figure shows a typical high-level topology diagram for a medium-sized enterprise IP telephony network. Note that only device names and IP addresses are listed in the diagram.
Synchronizing Server Date and Time
The best resources for diagnosing problems within your network are the debug and trace log files produced by individual Cisco devices. Tracing can be enabled on multiple devices and the log file output compared to isolate problems. In order to correlate messages for the same activity in different log files, you must compare the message timestamps and the source device MAC and IP addresses (there is no universal call ID value shared between Cisco devices). You should synchronize every device to the same date and time source so that the timestamps match. To accomplish this synchronization, set each device to obtain its date and time from the same Network Time Protocol (NTP) source.
For Cisco IOS-based devices (switches, routers or voice gateways), you can configure each device to act as a NTP client and periodically poll a master NTP source using the following command:
ntp server ip-address [version number] [key keyid] [source interface] [prefer]Additional IOS commands are available to establish a device as a NTP peer (operating as the master source for other devices), as well as setting up NTP broadcasting instead of polling. See the Using the Cisco IOS Command-Line Interface for details about these IOS commands.
Recommended Trace/Logging Settings
In order to have diagnostic information available when you begin to research problems, you must configure devices in your network to capture signaling, processing and other activity in log files.
Cisco Unified Communications Manager Trace Settings
Trace settings for Cisco Unified Communications Manager servers are maintained using the Cisco Communications Manager Serviceability graphical interface. There are two ways to set trace logging levels for Unified Communications Manager services:
Customize trace levels for individual parameters: This approach offers a high-degree of control and flexibility over the trace output. However, in order to use this approach you should understand not only the significance of each parameter, but also the impact of tracing on Unified Communications Manager server performance. For example, setting trace levels to “Error” has a minimal impact to CPU cycles while leaving the “Detail” level set for long periods of time may impact call processing. For instructions on setting individual trace levels, see the Cisco Unified Serviceability Administration Guide, “Configuring Trace” chapter.
Apply predefined trace levels: This approach allows you to quickly enable and disable tracing for each Unified Communications Manager service based on predefined levels. You can also use these default troubleshooting trace settings in combination with customized settings to temporarily override the your custom settings. For instructions on using the Troubleshooting Trace Settings option in the Cisco Unified Communications Manager Serviceability interface, see the Cisco Unified Serviceability Administration Guide, “Configuring Troubleshooting Trace Setting Configuration” chapter.
Debug Trace Settings for Unified IP IVR System
If you encounter any problems with the Unified CCX platform and Unified IP IVR system, activate the following debug trace settings to generate debug logs:
For Unified CCX platform issues: SS_TEL, SS_ICM, and LIB_ICM.
For JTAPI Client issues: Enable all Trace Levels and select all debug levels except MISC_DEBUGGING.
However, deactivate the above trace settings if you experience any degradation in performance during heavy load situations.
Cisco Unified Communications Manager Trace Settings
Conduct User Acceptance Test
After the components are configured and integrated with other Collaboration System applications, the field engineer prepares the system for the user acceptance test. Test scripts are run and compared against expected results. Any variability in network performance is noted and addressed before the user acceptance test.
Testing the customer solution involves the following tasks:
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Determine the user acceptance test parameters and deliverables and record these in the user acceptance test plan.
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Conduct a prelaunch test—Using an incremental approach, test the solution against the system design in a low-risk environment with limited users. If the system is stable, the rollout pace is increased until the full implementation is operational.
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The customer signs the Ready-for-Use Acceptance Letter acknowledging that the acceptance test yielded satisfactory results.
Train End Users
The final stage of the Implement phase is to help ensure that the customer’s system administration team and end users are trained to take over management of the new system.
Cisco Systems offers several training and certification programs for customers to maximize the usage of their newly adopted systems. See Using the Training Library for more information on Cisco training websites and videos on demand (VODs).
Train End Users
The final stage of the Implement phase is helping to ensure that the customer system administration team and end users are trained to take over management of the new system.
Cisco Systems offers several training and certification programs for customers to maximize the usage of their newly adopted systems.
Additional Sites and References
Steps to Success is a Cisco methodology that outlines the tasks required to complete a successful customer engagement. Registered users can visit the Steps to Success resource site for Cisco Unified Communications process flows.
Cisco Unified Communications Services is a Cisco service offering that provides engineering expertise and best practices.
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Registered users can visit the Cisco Unified Communications Services partner site.
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Non registered users can visit the Cisco Unified Communications Services site.
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