Troubleshooting Guide for Cisco CallManager, Release 3.3(3) - Cisco CallManager Services Issues [Cisco Unified Communications Manager (CallManager)]

Table Of Contents

Cisco CallManager Services Issues

Conference Bridge Issues

Symptom

Probable Cause

Corrective Action

Transcoding Issues

Symptom

Probable Cause

Corrective Action

MTP Resource Issues

Symptom

Probable Cause

Corrective Action

Cisco CallManager Services Issues

This chapter covers the solutions for the following most common issues related to Cisco CallManager services:

•Conference Bridge Issues

•Transcoding Issues

•MTP Resource Issues

Conference Bridge Issues

Symptom
Error Message    No Conference Bridge Available
Probable Cause

This could indicate either a software or a hardware problem.

Corrective Action

Procedure

Step 1 Check to see whether you have any available software or hardware Conference Bridge resources registered with Cisco CallManager.

Step 2 Use either Microsoft Performance or the Admin Serviceability Tool to check the number of Unicast AvailableConferences.

Note Cisco CallManager Release 3.1 uses different names for counters and objects. Refer to the Cisco CallManager Serviceability Administration Guide for more information.

The Cisco IP Voice Media Streaming application performs the conference bridge function. One software installation of Cisco IP Voice Media Streaming will support 16 Unicast Available Conferences (3 people/conference), as shown in the following trace.

Note The number of supported devices may vary with different Cisco CallManager releases. Refer to the Release 3.1 documentation at the following location: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_1/index.htm
10:59:29.951 Cisco CallManager|UnicastBridgeControl - 
wait_capabilities_StationCapRes - Device= CFB_kirribilli - Registered 
- ConfBridges= 16, Streams= 48, tcpHandle=4f12738 
10:59:29.951 Cisco CallManager|UnicastBridgeManager - 
UnicastBridgeRegistrationReq - Device Registration Complete for Name= 
Xoð ô%ð  - DeviceType= 50, ResourcesAvailable= 16, deviceTblIndex= 0
One E1 port (WS-X6608-E1 card contains 8x E1 ports) provides five Unicast Available Conferences (max conference size = 6), as shown in the following trace.
11:14:05.390 Cisco CallManager|UnicastBridgeControl - 
wait_capabilities_StationCapRes - Device= CFB00107B000FB0 - Registered 
- ConfBridges= 5, Streams= 16, tcpHandle=4f19d64 
11:14:05.480 Cisco CallManager|UnicastBridgeManager - 
UnicastBridgeRegistrationReq - Device Registration Complete for Name= 
Xoð ô%ð  - DeviceType= 51, ResourcesAvailable= 5, deviceTblIndex= 0
The following hardware trace on the Cisco Catalyst 6000 8 Port Voice T1/E1 and Services Module indicates that the E1 port 4/1 in the card has registered as a Conference Bridge with Cisco CallManager.
greece-sup (enable) sh port 4/1
Port  Name               Status     Vlan       Duplex Speed Type
----- ------------------ ---------- ---------- ------ ----- ----------
 4/1                     enabled    1            full     -Conf Bridge
Port     DHCP    MAC-Address       IP-Address      Subnet-Mask
-------- ------- ----------------- --------------- ---------------
 4/1     disable 00-10-7b-00-0f-b0 10.200.72.31    255.255.255.0   
Port     Call-Manager(s)   DHCP-Server     TFTP-Server     Gateway
-------- ----------------- --------------- --------------- -----------
 4/1     10.200.72.25      -               10.200.72.25    -               
Port     DNS-Server(s)     Domain
-------- ----------------- -------------------------------------------
 4/1     -                 0.0.0.0
Port     CallManagerState DSP-Type
-------- ---------------- -------- 
4/1     registered       C549
Port  NoiseRegen NonLinearProcessing
----- ---------- -------------------
 4/1  disabled   disabled
Step 3 Check the maximum number of users that are configured in your ad hoc or meet-me conference to determine whether the problem occurred because this number was exceeded.

Transcoding Issues

Symptom

You have installed a hardware transcoder in the Cisco Catalyst 6000 8 Port Voice T1/E1 and Services Module, and it does not work as expected (you cannot make calls between two users with no common codec).

Probable Cause

You may not have any available transcoder resources registered with Cisco CallManager (must be hardware).

Corrective Action

Use Microsoft Performance or the Admin Serviceability Tool to check the number of MediaTermPointsAvailable that are available.

Note Cisco CallManager Release 3.1 uses different names for counters and objects. Refer to the Cisco CallManager Serviceability Administration Guide for more information.

One E1 port (WS-X6608-E1 card contains 8x E1 ports) provides transcoder/MTP resources for 16 calls, as shown in the following trace.

Note The number of supported devices may vary with different Cisco CallManager releases. Refer to the Release 3.1 documentation at the following location: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_1/index.htm
11:51:09.939 Cisco CallManager|MediaTerminationPointControl - 
Capabilities Received - Device= MTP00107B000FB1 - Registered - 
Supports 16 calls
The following hardware trace on the Cisco Catalyst 6000 8 Port Voice T1/E1 and Services Module indicates that the E1 port 4/2 in the card has registered as an MTP/transcoder with Cisco CallManager.
greece-sup (enable) sh port 4/2
Port  Name               Status     Vlan       Duplex Speed Type
----- ------------------ ---------- ---------- ------ ----- ----------
 4/2                     enabled    1            full     - MTP
Port     DHCP    MAC-Address       IP-Address      Subnet-Mask
-------- ------- ----------------- --------------- ---------------
 4/2     disable 00-10-7b-00-0f-b1 10.200.72.32    255.255.255.0   
Port     Call-Manager(s)   DHCP-Server     TFTP-Server     Gateway
-------- ----------------- --------------- --------------- -----------
 4/2     10.200.72.25      -               10.200.72.25    -               
Port     DNS-Server(s)     Domain
-------- ----------------- -------------------------------------------
 4/2     -                 0.0.0.0
Port     CallManagerState DSP-Type
-------- ---------------- --------
 4/2     registered       C549
Port  NoiseRegen NonLinearProcessing
----- ---------- -------------------
 4/2  disabled   disabled
Note You cannot configure the same E1 port for both Conference Bridge and Transcoder/MTP

To make a call between two devices that are using a low bit rate code (such as G.729 and G.723) that do not support the same codec, you need a transcoder resource.

Assume Cisco CallManager has been configured such that the codec between Region1 and Region2 is G.729. The following scenarios apply:

•If caller on Phone A initiates a call, Cisco CallManager realizes it is a Cisco IP Phone 7960, which supports G.729. After the digits have been collected, the Cisco CallManager determines that the call is destined for User D who is in Region2. Because the destination device also supports G.729, the call gets set up, and the audio flows directly between Phone A and Phone D.

•If a caller on Phone B, who has a Cisco IP Phone 12SP+, initiates a call to Phone D, this time the Cisco CallManager would realize that the originating phone only supports G.723 or G.711. Cisco CallManager would need to allocate a transcoding resource so audio would flow as G.711 between Phone B and the transcoder but as G.729 between the transcoder and Phone D. If no transcoder were available, Phone D would ring, but as soon as the call was answered, the call would disconnect.

•If a user on Phone B calls Phone F, which is a Cisco IP Phone 12SP+, the two phones would actually use G.723, even though G.729 is configured as the codec to use between the regions. G.723 gets used because both endpoints support it, and it uses less bandwidth than G.729.

MTP Resource Issues

Symptom

A call gets established, but supplementary services are not available.

Probable Cause

An MTP resource problem could provide the source of the transcoding problem if a call is established, but supplementary services are not available on an H.323 device that does not support H323v2.

Corrective Action

Procedure

Step 1 Determine whether you have any available software or hardware MTP resources registered with Cisco CallManager.

Step 2 Use Microsoft Performance or the Admin Serviceability Tool to check the number of MediaTermPointsAvailable.

Note Cisco CallManager Release 3.1 uses different names for counters and objects. Refer to the Cisco CallManager Serviceability Administration Guide for more information.

Using MTP to support supplementary services with H.323 devices that do not support H.323v2 allows one MTP software application to support 24 calls as shown in the following trace.

Note The number of supported devices may vary with different Cisco CallManager releases. Refer to the Release 3.1 documentation at the following location: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_1/index.htm
10:12:19.161 Cisco CallManager|MediaTerminationPointControl - 
Capabilities Received - Device= MTP_kirribilli. - Registered - 
Supports 24 calls
One E1 port (WS-X6608-E1 card contains 8x E1 ports) provides MTP resources for 16 calls, as shown in the following trace.
11:51:09.939 Cisco CallManager|MediaTerminationPointControl - 
Capabilities Received - Device= MTP00107B000FB1 - Registered - 
Supports 16 calls
The following hardware trace from the Cisco Catalyst 6000 8 Port Voice T1/E1 and Services Module indicates that the E1 port 4/2 in the card has registered as an MTP/transcoder with Cisco CallManager.
greece-sup (enable) sh port 4/2
Port  Name               Status     Vlan       Duplex Speed Type
----- ------------------ ---------- ---------- ------ ----- ----------
 4/2                     enabled    1            full     - MTP
Port     DHCP    MAC-Address       IP-Address      Subnet-Mask
-------- ------- ----------------- --------------- ---------------
 4/2     disable 00-10-7b-00-0f-b1 10.200.72.32    255.255.255.0   
Port     Call-Manager(s)   DHCP-Server     TFTP-Server     Gateway
-------- ----------------- --------------- --------------- -----------
 4/2     10.200.72.25      -               10.200.72.25    -               
Port     DNS-Server(s)     Domain
-------- ----------------- -------------------------------------------
 4/2     -                 0.0.0.0
Port     CallManagerState DSP-Type
-------- ---------------- --------
 4/2     registered       C549
Port  NoiseRegen NonLinearProcessing
----- ---------- -------------------
 4/2  disabled   disabled
Step 3 In the Gateway Configuration screen of Cisco CallManager Administration, check to see whether the Media Termination Point Required check box is checked.

Step 4 Verify that Cisco CallManager has allocated the required number of MTP devices.

From the SDI file:
15:22:23.848 Cisco CallManager|MediaManager(40) started
15:22:23.848 Cisco CallManager|MediaManager - wait_AuConnectRequest
15:22:23.848 Cisco CallManager|MediaManager - wait_AuConnectRequest - 
Transcoder Enabled
15:22:23.848 Cisco CallManager|MediaManager - wait_AuConnectRequest - 
party1(16777357), party2(16777358), proxies=1, connections=2, current 
proxies=0
15:22:23.848 Cisco CallManager|MediaManager - wait_AuConnectRequest - 
proxy connections
15:22:23.848 Cisco CallManager|MediaManager - wait_AuConnectRequest - 
allocating MTP(ci=16777359)
15:22:23.848 Cisco CallManager|MediaManager - 
wait_AllocateMtpResourceRes
15:22:23.848 Cisco CallManager|MediaManager - 
wait_AllocateMtpResourceRes - start 2 connections
15:22:23.848 Cisco CallManager|MediaManager - 
wait_AllocateMtpResourceRes - creating connection between 
party1(16777357) and party2(16777359)
15:22:23.848 Cisco CallManager|MediaManager - 
wait_AllocateMtpResourceRes - creating connection between 
party1(16777358) and party2(16777359)
15:22:23.848 Cisco CallManager|MediaCoordinator - 
wait_MediaCoordinatorAddResource - CI=16777359 count=1
15:22:23.848 Cisco CallManager|MediaCoordinator - 
wait_MediaCoordinatorAddResource - CI=16777359 count=2

	Troubleshooting Guide for Cisco CallManager, Release 3.3(3)
	Cisco CallManager Services Issues
Troubleshooting Guide for Cisco CallManager, Release 3.3(3) Index Preface Troubleshooting Overview Troubleshooting Tools Installation, Backup, and Restore Issues Cisco CallManager System Issues Directory Issues Device Issues Dial Plans and Routing Issues Cisco CallManager Services Issues Voice Messaging Issues Opening a Case With TAC Case Study: Troubleshooting Intracluster Phone Calls Case Study: Troubleshooting Cisco IP Phone-to-Cisco IOS Gateway Calls Case Study: Troubleshooting Intercluster Phone Calls	Download this chapter Cisco CallManager Services Issues Download the complete book PDF of the entire book (PDF - 2 MB) Feedback Table Of Contents Cisco CallManager Services Issues Conference Bridge Issues Symptom Probable Cause Corrective Action Transcoding Issues Symptom Probable Cause Corrective Action MTP Resource Issues Symptom Probable Cause Corrective Action Cisco CallManager Services Issues This chapter covers the solutions for the following most common issues related to Cisco CallManager services: •Conference Bridge Issues •Transcoding Issues •MTP Resource Issues Conference Bridge Issues Symptom Error Message No Conference Bridge Available Probable Cause This could indicate either a software or a hardware problem. Corrective Action Procedure Step 1 Check to see whether you have any available software or hardware Conference Bridge resources registered with Cisco CallManager. Step 2 Use either Microsoft Performance or the Admin Serviceability Tool to check the number of Unicast AvailableConferences. Note Cisco CallManager Release 3.1 uses different names for counters and objects. Refer to the Cisco CallManager Serviceability Administration Guide for more information. The Cisco IP Voice Media Streaming application performs the conference bridge function. One software installation of Cisco IP Voice Media Streaming will support 16 Unicast Available Conferences (3 people/conference), as shown in the following trace. Note The number of supported devices may vary with different Cisco CallManager releases. Refer to the Release 3.1 documentation at the following location: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_1/index.htm 10:59:29.951 Cisco CallManager\|UnicastBridgeControl - wait_capabilities_StationCapRes - Device= CFB_kirribilli - Registered - ConfBridges= 16, Streams= 48, tcpHandle=4f12738 10:59:29.951 Cisco CallManager\|UnicastBridgeManager - UnicastBridgeRegistrationReq - Device Registration Complete for Name= Xoð ô%ð - DeviceType= 50, ResourcesAvailable= 16, deviceTblIndex= 0 One E1 port (WS-X6608-E1 card contains 8x E1 ports) provides five Unicast Available Conferences (max conference size = 6), as shown in the following trace. 11:14:05.390 Cisco CallManager\|UnicastBridgeControl - wait_capabilities_StationCapRes - Device= CFB00107B000FB0 - Registered - ConfBridges= 5, Streams= 16, tcpHandle=4f19d64 11:14:05.480 Cisco CallManager\|UnicastBridgeManager - UnicastBridgeRegistrationReq - Device Registration Complete for Name= Xoð ô%ð - DeviceType= 51, ResourcesAvailable= 5, deviceTblIndex= 0 The following hardware trace on the Cisco Catalyst 6000 8 Port Voice T1/E1 and Services Module indicates that the E1 port 4/1 in the card has registered as a Conference Bridge with Cisco CallManager. greece-sup (enable) sh port 4/1 Port Name Status Vlan Duplex Speed Type ----- ------------------ ---------- ---------- ------ ----- ---------- 4/1 enabled 1 full -Conf Bridge Port DHCP MAC-Address IP-Address Subnet-Mask -------- ------- ----------------- --------------- --------------- 4/1 disable 00-10-7b-00-0f-b0 10.200.72.31 255.255.255.0 Port Call-Manager(s) DHCP-Server TFTP-Server Gateway -------- ----------------- --------------- --------------- ----------- 4/1 10.200.72.25 - 10.200.72.25 - Port DNS-Server(s) Domain -------- ----------------- ------------------------------------------- 4/1 - 0.0.0.0 Port CallManagerState DSP-Type -------- ---------------- -------- 4/1 registered C549 Port NoiseRegen NonLinearProcessing ----- ---------- ------------------- 4/1 disabled disabled Step 3 Check the maximum number of users that are configured in your ad hoc or meet-me conference to determine whether the problem occurred because this number was exceeded. Transcoding Issues Symptom You have installed a hardware transcoder in the Cisco Catalyst 6000 8 Port Voice T1/E1 and Services Module, and it does not work as expected (you cannot make calls between two users with no common codec). Probable Cause You may not have any available transcoder resources registered with Cisco CallManager (must be hardware). Corrective Action Use Microsoft Performance or the Admin Serviceability Tool to check the number of MediaTermPointsAvailable that are available. Note Cisco CallManager Release 3.1 uses different names for counters and objects. Refer to the Cisco CallManager Serviceability Administration Guide for more information. One E1 port (WS-X6608-E1 card contains 8x E1 ports) provides transcoder/MTP resources for 16 calls, as shown in the following trace. Note The number of supported devices may vary with different Cisco CallManager releases. Refer to the Release 3.1 documentation at the following location: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_1/index.htm 11:51:09.939 Cisco CallManager\|MediaTerminationPointControl - Capabilities Received - Device= MTP00107B000FB1 - Registered - Supports 16 calls The following hardware trace on the Cisco Catalyst 6000 8 Port Voice T1/E1 and Services Module indicates that the E1 port 4/2 in the card has registered as an MTP/transcoder with Cisco CallManager. greece-sup (enable) sh port 4/2 Port Name Status Vlan Duplex Speed Type ----- ------------------ ---------- ---------- ------ ----- ---------- 4/2 enabled 1 full - MTP Port DHCP MAC-Address IP-Address Subnet-Mask -------- ------- ----------------- --------------- --------------- 4/2 disable 00-10-7b-00-0f-b1 10.200.72.32 255.255.255.0 Port Call-Manager(s) DHCP-Server TFTP-Server Gateway -------- ----------------- --------------- --------------- ----------- 4/2 10.200.72.25 - 10.200.72.25 - Port DNS-Server(s) Domain -------- ----------------- ------------------------------------------- 4/2 - 0.0.0.0 Port CallManagerState DSP-Type -------- ---------------- -------- 4/2 registered C549 Port NoiseRegen NonLinearProcessing ----- ---------- ------------------- 4/2 disabled disabled Note You cannot configure the same E1 port for both Conference Bridge and Transcoder/MTP To make a call between two devices that are using a low bit rate code (such as G.729 and G.723) that do not support the same codec, you need a transcoder resource. Assume Cisco CallManager has been configured such that the codec between Region1 and Region2 is G.729. The following scenarios apply: •If caller on Phone A initiates a call, Cisco CallManager realizes it is a Cisco IP Phone 7960, which supports G.729. After the digits have been collected, the Cisco CallManager determines that the call is destined for User D who is in Region2. Because the destination device also supports G.729, the call gets set up, and the audio flows directly between Phone A and Phone D. •If a caller on Phone B, who has a Cisco IP Phone 12SP+, initiates a call to Phone D, this time the Cisco CallManager would realize that the originating phone only supports G.723 or G.711. Cisco CallManager would need to allocate a transcoding resource so audio would flow as G.711 between Phone B and the transcoder but as G.729 between the transcoder and Phone D. If no transcoder were available, Phone D would ring, but as soon as the call was answered, the call would disconnect. •If a user on Phone B calls Phone F, which is a Cisco IP Phone 12SP+, the two phones would actually use G.723, even though G.729 is configured as the codec to use between the regions. G.723 gets used because both endpoints support it, and it uses less bandwidth than G.729. MTP Resource Issues Symptom A call gets established, but supplementary services are not available. Probable Cause An MTP resource problem could provide the source of the transcoding problem if a call is established, but supplementary services are not available on an H.323 device that does not support H323v2. Corrective Action Procedure Step 1 Determine whether you have any available software or hardware MTP resources registered with Cisco CallManager. Step 2 Use Microsoft Performance or the Admin Serviceability Tool to check the number of MediaTermPointsAvailable. Note Cisco CallManager Release 3.1 uses different names for counters and objects. Refer to the Cisco CallManager Serviceability Administration Guide for more information. Using MTP to support supplementary services with H.323 devices that do not support H.323v2 allows one MTP software application to support 24 calls as shown in the following trace. Note The number of supported devices may vary with different Cisco CallManager releases. Refer to the Release 3.1 documentation at the following location: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_1/index.htm 10:12:19.161 Cisco CallManager\|MediaTerminationPointControl - Capabilities Received - Device= MTP_kirribilli. - Registered - Supports 24 calls One E1 port (WS-X6608-E1 card contains 8x E1 ports) provides MTP resources for 16 calls, as shown in the following trace. 11:51:09.939 Cisco CallManager\|MediaTerminationPointControl - Capabilities Received - Device= MTP00107B000FB1 - Registered - Supports 16 calls The following hardware trace from the Cisco Catalyst 6000 8 Port Voice T1/E1 and Services Module indicates that the E1 port 4/2 in the card has registered as an MTP/transcoder with Cisco CallManager. greece-sup (enable) sh port 4/2 Port Name Status Vlan Duplex Speed Type ----- ------------------ ---------- ---------- ------ ----- ---------- 4/2 enabled 1 full - MTP Port DHCP MAC-Address IP-Address Subnet-Mask -------- ------- ----------------- --------------- --------------- 4/2 disable 00-10-7b-00-0f-b1 10.200.72.32 255.255.255.0 Port Call-Manager(s) DHCP-Server TFTP-Server Gateway -------- ----------------- --------------- --------------- ----------- 4/2 10.200.72.25 - 10.200.72.25 - Port DNS-Server(s) Domain -------- ----------------- ------------------------------------------- 4/2 - 0.0.0.0 Port CallManagerState DSP-Type -------- ---------------- -------- 4/2 registered C549 Port NoiseRegen NonLinearProcessing ----- ---------- ------------------- 4/2 disabled disabled Step 3 In the Gateway Configuration screen of Cisco CallManager Administration, check to see whether the Media Termination Point Required check box is checked. Step 4 Verify that Cisco CallManager has allocated the required number of MTP devices. From the SDI file: 15:22:23.848 Cisco CallManager\|MediaManager(40) started 15:22:23.848 Cisco CallManager\|MediaManager - wait_AuConnectRequest 15:22:23.848 Cisco CallManager\|MediaManager - wait_AuConnectRequest - Transcoder Enabled 15:22:23.848 Cisco CallManager\|MediaManager - wait_AuConnectRequest - party1(16777357), party2(16777358), proxies=1, connections=2, current proxies=0 15:22:23.848 Cisco CallManager\|MediaManager - wait_AuConnectRequest - proxy connections 15:22:23.848 Cisco CallManager\|MediaManager - wait_AuConnectRequest - allocating MTP(ci=16777359) 15:22:23.848 Cisco CallManager\|MediaManager - wait_AllocateMtpResourceRes 15:22:23.848 Cisco CallManager\|MediaManager - wait_AllocateMtpResourceRes - start 2 connections 15:22:23.848 Cisco CallManager\|MediaManager - wait_AllocateMtpResourceRes - creating connection between party1(16777357) and party2(16777359) 15:22:23.848 Cisco CallManager\|MediaManager - wait_AllocateMtpResourceRes - creating connection between party1(16777358) and party2(16777359) 15:22:23.848 Cisco CallManager\|MediaCoordinator - wait_MediaCoordinatorAddResource - CI=16777359 count=1 15:22:23.848 Cisco CallManager\|MediaCoordinator - wait_MediaCoordinatorAddResource - CI=16777359 count=2
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