User Guide for Campus Manager 3.2 - Diagnosing Voice Problems [CiscoWorks Campus Manager]

Table Of Contents

Diagnosing Voice Problems

What You Need—Prerequisites

How To Do It—Procedure

Make Sure the ANI Server Has Current Network and End-User Host Information

Run a Path Voice Trace

Highlight Path Trace on Topology View

View the Diagnostic Call Detail Record (CDR)

Run a Path Data Trace From Another End Host

Configure the Default Gateway

Where You Should End Up—Verification

Diagnosing Voice Problems

As a network administrator at a company that uses Voice over IP (VoIP), you are responsible for troubleshooting network problems associated with your company's IP phones. This scenario takes you through one example, guiding you through each action and interpreting specific results. For a more general troubleshooting procedure, see "Troubleshooting Connectivity Problems Using Campus Manager Applications.".

In this scenario, an end-user named Jenny calls your network help desk reporting that when she calls another end-user, Scott, she can hear him talk, but he cannot hear her.

As the network administrator, you need to determine the reason Scott is unable to hear Jenny and fix the problem.

To diagnose this problem, see the following sections:

•What You Need—Prerequisites

•How To Do It—Procedure

•Where You Should End Up—Verification

What You Need—Prerequisites

In this scenario, you will use these applications:

•User Tracking

•Path Analysis

•Topology Services

•Cisco CallManager—not included with Campus Manager

Your help desk personnel immediately begins using Campus Manager to start troubleshooting the problem.

How To Do It—Procedure

Use the following procedure:

1. Make Sure the ANI Server Has Current Network and End-User Host Information

2. Run a Path Voice Trace

3. Highlight Path Trace on Topology View

4. View the Diagnostic Call Detail Record (CDR)

5. Run a Path Data Trace From Another End Host

6. Configure the Default Gateway

Note This scenario is only one way to troubleshoot this problem. It demonstrates how you can use the Campus Manager applications to troubleshoot similar problems in your network.

Make Sure the ANI Server Has Current Network and End-User Host Information

To verify whether the ANI Server has current network and end-user host information:

From any open Campus Manager application, click the box in the right of the status bar to see the Discovery Information window.

The last ANI Server discovery was at 12:00 a.m. and the last User Tracking discovery was at 1:00 a.m. No changes were made to the network after that time.

Run a Path Voice Trace

To narrow down where the network problem is, run a path voice trace:

Step 1 Run a path voice trace from Jenny's phone number to Scott's phone number:

a. From the CiscoWorks2000 desktop, select Campus Manager > Path Analysis.

b. Select Voice Trace and click Find Call....

c. Select the Match Calling Number check box to enable filtering on the calling telephone number and enter Jenny's number, 5559999, in the Match Calling Number field.

d. Select the Match Called Number check box to enable filtering on the called telephone number and enter Scott's telephone number, 5551212, in the Match Called Number field.

e. In the Match Time Call Placed field, make sure the date is today's date and time. Enter 30 minutes in the +/- field. This ensures that only recent calls display.

f. Click Get Records.

g. Select the desired Call Detail Record (CDR), in this case, the most recent one. For future use, note the IP addresses of the two phones; the IP address of Jenny's phone is listed in the Source folder and the IP address of Scott's phone is listed in the Destination folder.

h. Select Action > Start Trace.

The path trace is unsuccessful.

Step 2 Run a reverse voice trace:

a. Select Action > Reverse Trace Direction to start a trace from Scott's phone to Jenny's phone.

b. Click the Start Trace button.

The path trace is successful.

Highlight Path Trace on Topology View

Highlight the path trace on the topology view to determine the affected network topology:

Step 1 From the CiscoWorks2000 desktop, select Campus Manager > Topology Services.

Step 2 Select Network Views > Layer 2 View.

Step 3 Select View > Display View.

Step 4 In Path Analysis, select Action > Highlight Path in Network View.

Path Analysis displays a message indicating that it is highlighting the trace in the topology network view. Then, the Layer 2 View is displayed with the path trace highlighted.

View the Diagnostic Call Detail Record (CDR)

To verify that the problem with the calls from Jenny to Scott is really a one-way audio problem, you can view the diagnostic CDRs stored in Cisco CallManager.

Step 1 Determine the Cisco CallManager to which Jenny's phone is registered:

a. From the CiscoWorks2000 desktop, select Campus Manager > User Tracking.

b. Select Query > Phone Table Query > all. User Tracking displays the IP phone table.

c. Select Edit > Find in Table.

d. In the Find field, enter the IP address of Jenny's phone.

e. Under Table, select IP Phone, then click Next.

The User Tracking table displays information about Jenny's IP phone, including the IP address of the Media Convergence Server (MCS) with the Cisco CallManager to which her phone is registered, under the field CCM Address.

Step 2 Start Cisco CallManager:

a. In the Topology Services Layer 2 View, select Edit > Find.

b. Select IP Address in the drop-down list box.

c. Enter the IP address of the MCS and click Find.

d. Right-click the MCS and select Cisco CallManager from the menu. Log into Cisco CallManager.

Step 3 Find the Diagnostic CDR (also called a CMR) for the last call from Jenny's phone to Scott's phone. See the Cisco CallManager documentation for assistance.

You view the CDR for the last call made from Jenny's phone to Scott's phone and you find that while Jenny's phone sent 10,000 packets, Scott's phone only received 10. This is a clear indication that this is a one-way audio problem. The most common cause of this problem is an incorrectly configured gateway on the calling phone.

Run a Path Data Trace From Another End Host

To determine if the gateway is working, run a path data trace from another device on the same subnet as Jenny's phone to Scott's phone:

Step 1 In the Layer 2 View, select View > Display Labels > Show IP to display the IP addresses of the devices.

Step 2 Consult the Layer 2 View to find a device on the same subnet as Jenny's phone and note the IP address.

Step 3 In Path Analysis, run a path data trace from Jenny's phone to Scott's phone:

a. Select Data Trace.

b. In the From field, enter the switch's IP address.

c. In the To field, enter the IP address of Scott's phone.

d. Select Action > Start Trace.

The result of the trace is successful, showing that the gateway is still working. This result indicates an improperly configured default gateway on the IP phone.

Configure the Default Gateway

Since other devices on the same subnet as Jenny's IP phone can reach Scott's phone, you determine that the most likely cause is that the IP phone is improperly configured. To configure the default gateway of Jenny's IP phone:

Step 1 Choose a device to use as the default gateway. You can use the Topology Services views for assistance.

Step 2 Configure the phone's default gateway. See the IP phone documentation for assistance.

Where You Should End Up—Verification

You want to make sure that you have correctly identified and resolved the user's problem. To do this, you run another path data trace between Jenny's phone and Scott's phone:

Step 1 From the CiscoWorks2000 desktop, select Campus Manager > Path Analysis.

Step 2 Select Data Trace.

Step 3 In the From field, enter the IP address of Jenny's phone.

Step 4 In the To field, enter the IP address of Scott's phone.

Step 5 Select Action > Start Trace.

The result of the path trace is successful.

	User Guide for Campus Manager 3.2
	Diagnosing Voice Problems
User Guide for Campus Manager 3.2 Index Preface Overview Managing Physical and Logical Network Services with Topology Services Locating Users in the Network with User Tracking Managing VLAN Ports with VLAN Port Assignment Tracking Packet Flow Using Path Analysis Diagnosing Network Connectivity Problems Diagnosing Voice Problems Implementing VLANs in Your Ethernet Network Synchronizing Device Information Between the ANI Server and Resource Manager Essentials Printing Network Topology Information Configuring and Monitoring LANE Services Troubleshooting Connectivity Problems Using Campus Manager Applications	Download this chapter Diagnosing Voice Problems Download the complete book User Guide for Campus Manager 3.2 (PDF - 2 MB) Table Of Contents Diagnosing Voice Problems What You Need—Prerequisites How To Do It—Procedure Make Sure the ANI Server Has Current Network and End-User Host Information Run a Path Voice Trace Highlight Path Trace on Topology View View the Diagnostic Call Detail Record (CDR) Run a Path Data Trace From Another End Host Configure the Default Gateway Where You Should End Up—Verification Diagnosing Voice Problems As a network administrator at a company that uses Voice over IP (VoIP), you are responsible for troubleshooting network problems associated with your company's IP phones. This scenario takes you through one example, guiding you through each action and interpreting specific results. For a more general troubleshooting procedure, see "Troubleshooting Connectivity Problems Using Campus Manager Applications.". In this scenario, an end-user named Jenny calls your network help desk reporting that when she calls another end-user, Scott, she can hear him talk, but he cannot hear her. As the network administrator, you need to determine the reason Scott is unable to hear Jenny and fix the problem. To diagnose this problem, see the following sections: •What You Need—Prerequisites •How To Do It—Procedure •Where You Should End Up—Verification What You Need—Prerequisites In this scenario, you will use these applications: •User Tracking •Path Analysis •Topology Services •Cisco CallManager—not included with Campus Manager Your help desk personnel immediately begins using Campus Manager to start troubleshooting the problem. How To Do It—Procedure Use the following procedure: 1. Make Sure the ANI Server Has Current Network and End-User Host Information 2. Run a Path Voice Trace 3. Highlight Path Trace on Topology View 4. View the Diagnostic Call Detail Record (CDR) 5. Run a Path Data Trace From Another End Host 6. Configure the Default Gateway Note This scenario is only one way to troubleshoot this problem. It demonstrates how you can use the Campus Manager applications to troubleshoot similar problems in your network. Make Sure the ANI Server Has Current Network and End-User Host Information To verify whether the ANI Server has current network and end-user host information: From any open Campus Manager application, click the box in the right of the status bar to see the Discovery Information window. The last ANI Server discovery was at 12:00 a.m. and the last User Tracking discovery was at 1:00 a.m. No changes were made to the network after that time. Run a Path Voice Trace To narrow down where the network problem is, run a path voice trace: Step 1 Run a path voice trace from Jenny's phone number to Scott's phone number: a. From the CiscoWorks2000 desktop, select Campus Manager > Path Analysis. b. Select Voice Trace and click Find Call.... c. Select the Match Calling Number check box to enable filtering on the calling telephone number and enter Jenny's number, 5559999, in the Match Calling Number field. d. Select the Match Called Number check box to enable filtering on the called telephone number and enter Scott's telephone number, 5551212, in the Match Called Number field. e. In the Match Time Call Placed field, make sure the date is today's date and time. Enter 30 minutes in the +/- field. This ensures that only recent calls display. f. Click Get Records. g. Select the desired Call Detail Record (CDR), in this case, the most recent one. For future use, note the IP addresses of the two phones; the IP address of Jenny's phone is listed in the Source folder and the IP address of Scott's phone is listed in the Destination folder. h. Select Action > Start Trace. The path trace is unsuccessful. Step 2 Run a reverse voice trace: a. Select Action > Reverse Trace Direction to start a trace from Scott's phone to Jenny's phone. b. Click the Start Trace button. The path trace is successful. Highlight Path Trace on Topology View Highlight the path trace on the topology view to determine the affected network topology: Step 1 From the CiscoWorks2000 desktop, select Campus Manager > Topology Services. Step 2 Select Network Views > Layer 2 View. Step 3 Select View > Display View. Step 4 In Path Analysis, select Action > Highlight Path in Network View. Path Analysis displays a message indicating that it is highlighting the trace in the topology network view. Then, the Layer 2 View is displayed with the path trace highlighted. View the Diagnostic Call Detail Record (CDR) To verify that the problem with the calls from Jenny to Scott is really a one-way audio problem, you can view the diagnostic CDRs stored in Cisco CallManager. Step 1 Determine the Cisco CallManager to which Jenny's phone is registered: a. From the CiscoWorks2000 desktop, select Campus Manager > User Tracking. b. Select Query > Phone Table Query > all. User Tracking displays the IP phone table. c. Select Edit > Find in Table. d. In the Find field, enter the IP address of Jenny's phone. e. Under Table, select IP Phone, then click Next. The User Tracking table displays information about Jenny's IP phone, including the IP address of the Media Convergence Server (MCS) with the Cisco CallManager to which her phone is registered, under the field CCM Address. Step 2 Start Cisco CallManager: a. In the Topology Services Layer 2 View, select Edit > Find. b. Select IP Address in the drop-down list box. c. Enter the IP address of the MCS and click Find. d. Right-click the MCS and select Cisco CallManager from the menu. Log into Cisco CallManager. Step 3 Find the Diagnostic CDR (also called a CMR) for the last call from Jenny's phone to Scott's phone. See the Cisco CallManager documentation for assistance. You view the CDR for the last call made from Jenny's phone to Scott's phone and you find that while Jenny's phone sent 10,000 packets, Scott's phone only received 10. This is a clear indication that this is a one-way audio problem. The most common cause of this problem is an incorrectly configured gateway on the calling phone. Run a Path Data Trace From Another End Host To determine if the gateway is working, run a path data trace from another device on the same subnet as Jenny's phone to Scott's phone: Step 1 In the Layer 2 View, select View > Display Labels > Show IP to display the IP addresses of the devices. Step 2 Consult the Layer 2 View to find a device on the same subnet as Jenny's phone and note the IP address. Step 3 In Path Analysis, run a path data trace from Jenny's phone to Scott's phone: a. Select Data Trace. b. In the From field, enter the switch's IP address. c. In the To field, enter the IP address of Scott's phone. d. Select Action > Start Trace. The result of the trace is successful, showing that the gateway is still working. This result indicates an improperly configured default gateway on the IP phone. Configure the Default Gateway Since other devices on the same subnet as Jenny's IP phone can reach Scott's phone, you determine that the most likely cause is that the IP phone is improperly configured. To configure the default gateway of Jenny's IP phone: Step 1 Choose a device to use as the default gateway. You can use the Topology Services views for assistance. Step 2 Configure the phone's default gateway. See the IP phone documentation for assistance. Where You Should End Up—Verification You want to make sure that you have correctly identified and resolved the user's problem. To do this, you run another path data trace between Jenny's phone and Scott's phone: Step 1 From the CiscoWorks2000 desktop, select Campus Manager > Path Analysis. Step 2 Select Data Trace. Step 3 In the From field, enter the IP address of Jenny's phone. Step 4 In the To field, enter the IP address of Scott's phone. Step 5 Select Action > Start Trace. The result of the path trace is successful.
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