The Cisco IP Telephony Troubleshooting exam provides SEs the knowledge and skills required to troubleshoot Enterprise CallManager, Unity, and IP network deployments. IPTT is one of several hands-on courses in a curriculum that addresses both design/planning practices and hands-on experience in configuring, deploying, and troubleshooting AVVID solutions.
The following information provides general guidelines for the content likely to be included on the exam. However, other related topics may also appear on any specific delivery of the exam.
Troubleshooting Methods
Overview of IPT Troubleshooting
- Identify voice network troubleshooting issues
- Describe CallManager troubleshooting tools and issues
- Describe problems that can occur with the Unity server
- Identify network infrastructure troubleshooting issues
- Identify complexities of troubleshooting voice networks
Prepare a Systematic Troubleshooting Method
- Troubleshoot an IP Telephony system or data network using a problem-solving model
- Define symptoms and causes of network problems
- Gather facts pertaining to network system problems using internal and external tools
- Isolate network system problems and identify solutions
- Develop an action plan for addressing network system problems
- Implement an action plan for addressing network system problems
- Evaluate the effectiveness of an action plan
- Utilize the problem-solving process to ensure successful resolution of network system problems
- Document the results of an action plan
CallManager, Network Signaling and Dial Plan
CallManager Signaling Architecture
- Identify the difference between an established call and a call in process
- Describe H.323 protocol functionality
- Describe Q.391 protocol functionality
- Describe how call flow is traced within CallManager
- Describe MGCP call setup
- Identify and describe call preservation methods
- Troubleshoot Cisco CallManager problems with the web-based trace tool
CallManager Dial Plan and Routing Troubleshooting
- Describe primary CallManager functions
- Define partition and calling search space
- Use proven problem isolation techniques to list the symptoms of common CallManager dial plan problems
- Troubleshoot CallManager configuration problems related to Distributed Call Processing models
- Troubleshoot CallManager configuration problems related to Centralized Call Processing models
- Identify additional dial plan considerations
911 Implementation
- Describe 911 and E-911 network routing
- Identify DID and non-DID phone functionality
- Describe how the gateway interface affects 911 functionality
- Identify critical E-911 considerations
- Describe individual campus deployments and multisite deployment models
Troubleshooting Utilities and Account Management
CallManager and Operating System Troubleshooting
- Identify and describe CallManager component versions
- Describe admin serviceability tool functions
- Describe event viewer functionality
- Describe performance monitor functionality
- Identify troubleshooting issues regarding accounts and passwords
Database Tools
- Describe Microsoft SQL Server functions
- Describe SQL enterprise manager functions
- Describe SQL query analyzer functions
- Identify and describe SQL command line utilities
- Identify and describe AVVID directory service utilities
The Cisco Integrated Communications System 7750
- Identify ICS 7750 functionality
- Identify and describe potential ICS 7750 installation problems
- Describe how to solve problems with the ICS System Manager
- Troubleshoot voice problems with the ICS 7750
- Troubleshoot network connectivity and hardware problems on the ICS 7750
- Identify and describe other ICS 7750 troubleshooting areas and error messages
Network Infrastructure and Call Detail Records
Routing and Switching
- List and briefly describe Cisco Catalyst 6000 switch configuration parameters that can affect IP telephony connectivity
- List and briefly describe Cisco router configuration parameters that can affect IP telephony connectivity and/or voice quality
- Invoke switch and router show commands and explain the output of each field that applies to voice connectivity or voice quality
- Invoke the router debug command and explain the output of each field that applies to voice connectivity or voice quality
- Given a set of requirements, identify correct and incorrect router dial-peer statements
Call Detail Records and the Administrative Reporting Tool
- Describe, enable, collect, and view CDRs
- Locate and identify specific CMRs and associate these CMRs with specific CDRs
- Export CDR/CMR data to another application
- Identify and describe CDM and CMR troubleshooting procedures
- Describe the functionality and features of ART
- Describe the reporting capabilities of ART
Voice Quality
QoS
- Identify how bandwidth relates to data networks and affects IP telephony traffic
- Identify how latency and jitter relate to data networks and affect IP telephony traffic
- Identify issues associated with transporting IP telephony traffic across Frame Relay Networks
- Identify and describe traffic classification
- Describe the advantages and disadvantages of queuing as it relates to voice and data traffic
- Describe the effects of fragmentation and compression
Troubleshooting VoIP Quality Problems
- Identify and describe potential voice quality problems
- Describe troubleshooting techniques for Layer 2 voice quality problems
- Describe troubleshooting techniques for Leyer 3 voice quality problems
- Identify and describe call admission control considerations
- Describe any additional troubleshooting methods regarding VoIP quality problems
Unity Troubleshooting
Unity
- Identify Unity features and functions
- List and briefly describe the Unity configuration parameters that can affect IP telephony connectivity and/or voice quality
- List and briefly describe the Windows Registry settings that can affect Unity
- Describe Unity and Cisco Service Providers
- Configure Unity gateways
Cisco Unity System Tools/Troubleshooting
- Identify Event Viewer troubleshooting functions
- Describe Cisco Unity System Administration tool functions
- Identify miscellaneous Unity troubleshooting tools
- Identify and describe common Unity problems and solutions
- Identify and describe error messages
- Identify and describe the disaster recovery processes
Escalation
Using the TAC
- Describe the features and functions of the TAC
- Review other options to help resolve known problems
- Describe how to use the Bug Navigator
- List the methods of escalating trouble tickets to the Cisco TAC
- Identify and describe the different priority levels
TAC Cases and Telephone Service Providers
- Identify how to open a case online
- Identify how to open a case
- Describe when and how to contact the telephone service provider
- Describe how to document the resolution
- Describe the escalation process
IP Telephony Troubleshooting (IPTT) is the recommended training for the Cisco IP Telephony Troubleshooting exam.
Courses listed are offered by Cisco Learning Partners—the only authorized source for Cisco IT training delivered exclusively by Certified Cisco Instructors. Check the Global Learning Partner Locator for a Cisco Learning Partner near you.
