Troubleshooting Guide for Cisco CallManager, Release 3.3(2)

Table Of Contents





Related Documentation


Obtaining Documentation

World Wide Web

Documentation CD-ROM

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Technical Assistance Center

Cisco TAC Web Site

Cisco TAC Escalation Center


This preface describes the purpose, audience, organization, and conventions of this guide, and provides information on how to obtain related documentation.

The preface covers these topics:




Related Documentation


Obtaining Documentation

Obtaining Technical Assistance


The Troubleshooting Guide for Cisco CallManager provides troubleshooting procedures for the Cisco CallManager. This document does not cover every possible trouble event that might occur on a Cisco CallManager system but instead focuses on those events frequently seen by the Cisco Technical Assistance Center (TAC) or frequently asked questions from newsgroups.


The Troubleshooting Guide for Cisco CallManager provides guidance for network administrators responsible for managing the Cisco CallManager system, for enterprise managers, and for employees. This guide requires knowledge of telephony and IP networking technology.


Table 1 shows how this guide is organized.

Table 1 How This Document Is Organized 

Chapter and Title

"Troubleshooting Overview"

Provides an overview of the tools and resources that are available for troubleshooting the Cisco CallManager.

Chapter 2, "Troubleshooting Tools"

Addresses the tools and utilities that you use configure, monitor, and troubleshoot Cisco CallManager 3.3 and provides general guidelines for collecting information to avoid repetitive testing and recollection of identical data.

Chapter 3, "Installation, Backup, and Restore Issues"

Describes solutions for the most common issues related to a Cisco CallManager installation, backup, or restore.

Chapter 4, "Cisco CallManager System Issues"

Describes solutions for the most common issues related to a Cisco CallManager system.

Chapter 5, "Directory Issues"

Describes solutions for the most common issues related to a Cisco CallManager DC Directory (DCD), the Lightweight Directory Access Protocol (LDAP) directory, or the Microsoft Active Directory (AD).

Chapter 6, "Device Issues"

Describes solutions for the most common issues related to IP phones and gateways.

Chapter 7, "Dial Plans and Routing Issues"

Describes solutions for the most common issues related to dial plans, route partitions, and calling search spaces.

Chapter 8, "Cisco CallManager Services Issues"

Describes solutions for the most common issues related to services, such as conference bridges and media termination points.

Chapter 9, "Voice Messaging Issues"

Describes solutions for the most common voice messaging issues.

Appendix A, "Opening a Case With TAC"

Describes what information is needed to open a case for TAC.

Appendix B, "Case Study: Troubleshooting Intracluster Phone Calls"

Describes in detail the call flow between two Cisco IP Phones within a cluster.

Appendix C, "Case Study: Troubleshooting Cisco IP Phone-to-Cisco IOS Gateway Calls"

Describes a Cisco IP Phone calling through a Cisco IOS Gateway to a phone connected through a local PBX or on the Public Switched Telephone Network (PSTN).

Appendix D, "Case Study: Troubleshooting Intercluster Calls"

Describes a Cisco IP Phone calling another Cisco IP Phone located in a different cluster.

Related Documentation

Refer to the following documents for further information about related Cisco IP Telephony applications and products:

Cisco CallManager Administration Guide

Cisco CallManager System Guide

Cisco CallManager Serviceability Administration Guide

Cisco CallManager Features & Services Guide

Cisco CallManager Quick Start Guide

Cisco CallManager Installation Instructions

Cisco CallManager Backup and Restore Procedure

Cisco CallManager Attendant Console User Guide

Cisco CallManager Multilevel Administration Access Guide

Cisco CallManager Directory Services Guide

Release Notes for Cisco CallManager Release 3.3(2)

Cisco CallManager Documentation Guide for Release 3.3(2)

Hardware Configuration Guide for the Cisco Voice Gateway 200

Software Configuration Guide for the Cisco Voice Gateway 200

Cisco IP Phone Administration Guide for Cisco CallManager

Bulk Administration Tool Guide for Cisco CallManager

Cisco Technical Solution Series: IP Telephony Solution Guide

Guide to Cisco Systems VOIP Infrastructure Solution for SIP


This document uses the following conventions:


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Obtaining Documentation

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Obtaining Technical Assistance

Cisco provides as a starting point for all technical assistance. Customers and partners can obtain online documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web Site. registered users have complete access to the technical support resources on the Cisco TAC Web Site. is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world. is a highly integrated Internet application and a powerful, easy-to-use tool that provides a broad range of features and services to help you with these tasks:

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Technical Assistance Center

The Cisco Technical Assistance Center (TAC) is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two levels of support are available: the Cisco TAC Web Site and the Cisco TAC Escalation Center.

Cisco TAC inquiries are categorized according to the urgency of the issue:

Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration.

Priority level 3 (P3)—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.

Priority level 2 (P2)—Your production network is severely degraded, affecting significant aspects of business operations. No workaround is available.

Priority level 1 (P1)—Your production network is down, and a critical impact to business operations will occur if service is not restored quickly. No workaround is available.

The Cisco TAC resource that you choose is based on the priority of the problem and the conditions of service contracts, when applicable.

Cisco TAC Web Site

You can use the Cisco TAC Web Site to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to this URL:

All customers, partners, and resellers who have a valid Cisco service contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a login ID and password. If you have a valid service contract but do not have a login ID or password, go to this URL to register:

If you are a registered user, and you cannot resolve your technical issues by using the Cisco TAC Web Site, you can open a case online by using the TAC Case Open tool at this URL:

If you have Internet access, we recommend that you open P3 and P4 cases through the Cisco TAC Web Site.

Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses priority level 1 or priority level 2 issues. These classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer automatically opens a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to this URL:

Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled: for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). When you call the center, please have available your service agreement number and your product serial number.