Table Of Contents

A - B - C - D - E - F - G - H - I - J - K - L - M - N - O - P - R - S - T - U - V - W - Y -

Index

A

access denied

troubleshooting 4-6

administration page not displaying

troubleshooting 4-3

administrator account not associated with CiscoUnity subscriber 9-3

admission rejects 6-18

allowing remote access, how to A-4

analyzing captured packets 2-8

assistant assignment does not change as expected D-11

assistant console displays error

CiscoIPMA service unreachable D-9

assistant proxy lines contain blank fields for manager D-12

attachments, reports A-4

attendant cannot access server error message displays 3-3

authentication error D-24

automatic installation of MS Virtual Machine is no longer provided for download D-8

B

barge, troubleshooting D-22

B-channel remains locked when restart_ack does not contain channel IE, troubleshooting 6-19

C

caller misses availability notification before phone reset D-27

call flow traces B-9, C-1

calling party and CiscoCRA do not have common codec D-22

Calling Search Space 7-3

calls do not get routed when filtering is on or off D-13

calls forwarded to voice mail treated as direct call

troubleshooting 9-2

cannot search for Unicode languages 3-10

captured packets, analyzing 2-8

Case Study

troubleshooting CiscoUnifiedIPPhone calls B-1

troubleshooting CiscoUnifiedIPPhone-to-CiscoIOSGateway calls C-1

CCO cases

opening a case A-4

Cisco CallManager Extension Mobility

error clearing D-2

Cisco CTIManager down D-25

Cisco discovery protocol support 2-18

Cisco Extension Mobility

troubleshooting D-1

CiscoIOS Gateway

T1/CAS interface C-9

T1/PRI interface C-8

Cisco Live!

reporting a case A-4

Cisco product security overview xvii

Cisco Secure Telnet

design A-5

overview 2-10

server access A-5

structure A-6

system A-6

CiscoSecure Telnet 2-10

Cisco Syslog Analysis

Cisco Syslog Analyzer 2-18

Cisco Syslog Analyzer Collector 2-18

Cisco Technical Support website xix

CiscoUnified CallManager

administration page does not display 4-3

Assistant

troubleshooting D-5

assistant troubleshooting tools and client desktop D-5

Attendant Console Issues

collecting server logs 3-11

directory issues 3-7

initialization of telephony errors 3-1

interface issues 3-9

problems making and receiving calls 3-4

serviceability does not generate JTAPI logs 3-11

troubleshooting 3-1

voice mail issues 3-8

Auto Attendant

troubleshooting D-18

automated attendant prompt is not played D-19

Extension Mobility

general problems, clearing D-1

initialization process B-3

intracluster call flow traces B-5

keepalive process B-5

registration process B-4

RTMT collect crash dump 2-23

RTMT collect files 2-23

RTMT schedule collection 2-22

RTMT trace & log central 2-21

service, overview 1-1

Serviceability does not generate JTAPI logs 3-11

services issues 8-1

system issues 4-1

system not responding 4-1

system stops responding 4-2

troubleshooting tools 2-8

CiscoUnifiedIP Phone

initialization process B-2

troubleshooting audio problems 6-3

Cisco Unity does not rollover

troubleshooting 9-2

CiscoWorks2000 2-18

codec and region mismatches 6-10

collecting

debugs 2-2

sniffer traces 2-1

collecting server logs 3-11

collecting traces 2-2

Command Line Interface 2-11

common troubleshooting tasks 2-21

compatibility matrix

hardware and software 1-2

configuration checklist for packet capturing 2-3

configuring packet capturing

gateway and trunk configuration windows 2-6

phone configuration window 2-5

service parameters 2-4

configuring troubleshooting

Perfmon data logging 2-16

correcting audio problems from the CiscoIPPhone 6-3

D

debug messages and show commands

CiscoIOSGatekeeper C-4

CiscoIOSGateway C-5

debugs

collecting 2-2

definitions of service request severity xix

destination not reachable D-26

device issues 6-1

troubleshooting 6-1

diagnosing

slow server response 4-9

dial by name does not find specified user D-20

dial plan issues 7-3

dial plans and routing issues 7-1

digits entered, but announcement continues D-21

directory issues 3-7, 5-1

troubleshooting 5-1

directory numbers appear in an unknown line state 3-10

directory service down D-25

directory window does not display users 3-7

domain names 7-3

dropped calls 6-11

E

echo 6-5

encryption

troubleshooting SRTP/SCCP 2-3

error

Cisco CallManager Extension Mobility D-2

error accessing CiscoUnifiedCallManager administration page 4-4

error messages for Cisco Call Back D-28

exception

java.lang.ClassNotFoundException

InstallerApplet.class D-7

F

failed call flow B-10

failed to open device/line D-26

features

troubleshooting 8-1, 9-1

firewall protection A-5

G

gatekeeper issues 6-18

gateway issues 6-12

gateway registration failure 6-13

gateway reorder tone 6-12

general model of problem solving 1-3

group pickup configuration 7-3

guidelines

problem solving 1-3

H

hardware and software

compatibility matrix 1-2

hardware and software compatibility 1-2

hardware transcoder not working as expected 8-2

how to

access the database 2-22

change debug levels for traces 2-24

collect logs and trace files 2-21

free up space on the hard disk 2-22

look at core files 2-23

look at netstats 2-24

reboot the CiscoUnifiedCallManager server 2-24

schedule collection of logs and trace files 2-21

I

immediate divert

troubleshooting D-23

improper network setting exists in the remote machine 4-7

incorrect voice mail greeting played 3-8

initialization of call control fails 3-2

initialization of telephony errors 3-1

initialization of telephony fails 3-1

intercluster H.323 communication B-9

intercluster trunks or H.225 trunks 6-18

IP-IVR server does not start after CiscoUnifiedCallManager upgrade D-18

IPMAConsoleInstall.jsp displays error

exception while getting service parameters D-6

no page found error D-6

IP Telephony networks

troubleshooting 1-4

J

JTAPI logs do not generate 3-11

JTAPI subsystem

is in PARTIAL_SERVICE 4-13, D-19

is OUT_OF_SERVICE 4-10

startup problems 4-9

K

key is not active D-23

L

lack of resources 4-2

line not available 3-5

lines disabled on phone 3-6

locating the Cisco Call Back log files D-28

location and bandwidth 6-10

logs

echo log 6-5

lost or distorted audio 6-2

M

manager cannot intercept calls ringing on Assistant proxy line D-17

manager is logged out while the service is still running D-16

manager or assistant search is slow D-12

mismatched duplex port settings 4-9

MIVR-SS_TEL-1-ModuleRunTimeFailure 4-12

MIVR-SS_TEL-4-ModuleRunTimeFailure 4-10

monitoring

performance

CiscoUnified CallManager 2-11

N

name to address resolution failing 4-5

troubleshooting 4-5

near-term security solutions 4-14

network failure preparation 1-3

network layout A-2

new manager is not created as expected D-11

no conference bridge available 8-1, D-22

no connectivity

remote server 4-7

noise in recorded message on CiscoUnity 3.1.2 or 3.1.3 9-4

no supplementary services available on an established call 8-4

O

obtaining additional publications and information xx

obtaining documentation xvi

obtaining technical assistance xviii

one-way audio or no audio 6-6

open a TAC case

required information A-2

opening a case with TAC A-1

opening a CCO case

URL location A-4

ordering documentation xvii

overview 2-18

Cisco Secure Telnet 2-10

CiscoWorks2000 2-18

of Cisco Unified CallManager 1-1

serviceability 1-2

troubleshooting 1-1

P

packet capturing

analyzing 2-8

configuration checklist (table) 2-3

configuration settings 2-7

overview 2-3

service parameters 2-4

settings 2-7

partitioning 7-3

performance

monitoring

CiscoUnified CallManager 2-11

tool

function 2-11

statistics monitor and display 2-11

phone issues 6-10

phone resets 6-11

port 80 blocked

troubleshooting 4-6

preparation

network failure 1-3

problems

displaying or adding users 4-5

making and receiving calls 3-4

using Attendant Console Interface 3-9

using ciscocall back D-26

when dialing a number 7-3

problem solving

guidelines 1-3

R

registration rejects 6-18

remote access A-4

remote server

no connectivity 4-7

replication fails between publisher and subscriber 4-8

replication failure

troubleshooting 4-8

reporting security problems in Cisco products xviii

required information

open a TAC case A-2

route partitions and calling search spaces 7-1

S

sample topology of intracluster ciscoipphone-to-ciscoipphone calls B-2

secure dial plan 7-5

security

near term solutions 4-14

troubleshooting 4-14

packet capturing 2-3

security, firewall integrity A-5

self-starting processes B-3

serviceability

GUI and CLI Commands 2-19

overview 1-2

tools 2-8

service temporarily unavailable D-24

session expired, please login again D-25

slow server response 4-9

sniffer traces

collecting 2-1

SNMP

defined 2-18

remote monitoring with 2-18

support 2-18

solution to collect all server logs 3-12

speed dial and directory windows display incorrect line state 3-10

submitting a service request xix

subscriber stops replicating data from the publisher 4-8

summary of CLI commands and GUI selections 2-20

syslog

analysis

described 2-18

system issues

troubleshooting 4-1

system logging

described 2-18

system log management 2-18

system not responding

troubleshooting 4-1, 4-2

T

TAC

allowing remote access A-4

Cisco Live! A-4

required information A-2

TAC case

attaching reports A-4

TAC web A-3

url location A-3

Telnet

Cisco Secure Telnet 2-10

Telnet, Cisco Secure

design A-5

structure A-5

temporary failure D-23

testing

gateways 6-5

text displays incorrect language 3-9

tips

troubleshooting 2-24

tools

troubleshooting 2-1, 2-8

troubleshooting

access denied 4-6

administration page not displaying 4-3

administrator account not associated with Cisco Unity subscriber 9-3

admission rejects 6-18

ARJs 6-18

audio problems from Cisco Unified IP Phone 6-3

barge D-22

B-channel remains locked when restart_ack does not contain channel IE 6-19

calling search spaces 7-1

Cisco Call Back D-26

Cisco CallManager Extension Mobility D-2

Cisco Extension Mobility D-1

CiscoExtensionMobility D-1

error messages D-2

Cisco Unified CallManager AA D-18

Cisco Unified CallManager Assistant D-5

Cisco Unified CallManager Attendant Console 3-1

CiscoUnifiedCallManagerAutoAttendant D-18

Cisco Unified CallManager system not responding 4-1

CiscoUnifiedIP Phone calls

intercluster B-9

intracluster B-1

CiscoWebDialer D-24

codec and region mismatches 6-10

device issues 6-1

dial plan problems 7-3

directory issues 5-1

dropped calls 6-11

echo 6-5

error messages that display on the phone D-2

features 8-1, 9-1

features and services D-1

gatekeeper issues 6-18

gateway registration failure 6-13

gateway reorder tone issues 6-12

H.225 gateway 6-18

immediate divert D-23

inter-cluster trunks 6-18

IP Telephony networks 1-4

location and bandwidth issues 6-10

lost or distorted audio problems 6-2

name to address resolution failing 4-5

no connectivity to other devices 4-7

noise in recorded message 9-4

not authorized to view page 4-4

one-way or no audio 6-6

opening a case A-4

opening a case with TAC A-1

overview 1-1

Perfmon data logging

configuring 2-16

parameters 2-16

viewing log files 2-17

phone resets 6-10

port 80 blocked 4-6

registration rejects 6-18

remote access for TAC A-4

replication failure 4-8

required preliminary information A-2

route partition problems 7-1

RRJs 6-18

secure dial plans 7-5

security 4-14

analyzing captured packets 2-8

packet-capturing configuration checklist (table) 2-3

packet-capturing configuration settings 2-7

packet-capturing service parameters 2-4

SRTP/SCCP overview 2-3

sending attachments to TAC A-4

system issues 4-1

system stops responding 4-2

TAC url location A-3

tips 2-24

tools 2-1, 2-8

unity does not rollover 9-2

using Cisco Live! A-4

voice mail stops after 30 seconds 9-1

voice messaging 9-1

voice quality issues 6-1

WebDialer D-24

troubleshooting server without root access 2-19

troubleshooting tasks

common 2-21

U

unable to communicate with Attendant Console server 3-9

unable to place calls to pilot point 3-4

Unity does not roll over

receive busy tone 9-2

Unity issues 9-2

updated user information is lost D-15

uploaded the spoken name, but it is not used D-20

URL location

opening a CCO case A-4

TAC web A-3

User authentication fails D-8

User not logged in on any device D-25

User presses callback softkey before phone rings. D-27

User unplugs or resets phone after pressing the CallBack softkey but before Call Back occurs. D-27

V

verify CiscoUnifiedCallManager services are running 2-25

viewing Perfmon log files with Microsoft performance tool 2-17

voice mail Issues 3-8

voice mail stops after 30 seconds

troubleshooting 9-1

voice messaging

troubleshooting 9-1

voice messaging issues 9-1

voice messaging stops after 30 seconds 9-1

voice quality 6-1

W

WebDialer

troubleshooting D-24

Y

you are not authorized to view this page 4-4

you attempted to access a machine where access is explicitly denied 4-6