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Troubleshooting Guide for Cisco CallManager, Release 3.3(2)
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Index
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Preface
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Troubleshooting Overview
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Troubleshooting Tools
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Installation, Backup, and Restore Issues
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Cisco CallManager System Issues
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Directory Issues
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Device Issues
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Dial Plans and Routing Issues
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Cisco CallManager Services Issues
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Voice Messaging Issues
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Opening a Case With TAC
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Case Study: Troubleshooting Intracluster Phone Calls
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Case Study: Troubleshooting Cisco IP Phone-to-Cisco IOS Gateway
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Case Study: Troubleshooting Intercluster Calls
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FeedbackTable Of Contents
Obtaining Technical Assistance
Preface
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:
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Obtaining Technical Assistance
Purpose
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.
Audience
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.
Organization
Table 1 shows how this guide is organized.
Table 1 How This Document Is Organized
Provides an overview of the tools and resources that are available for troubleshooting the Cisco CallManager.
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.
Describes solutions for the most common issues related to a Cisco CallManager installation, backup, or restore.
Describes solutions for the most common issues related to a Cisco CallManager system.
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).
Describes solutions for the most common issues related to IP phones and gateways.
Describes solutions for the most common issues related to dial plans, route partitions, and calling search spaces.
Describes solutions for the most common issues related to services, such as conference bridges and media termination points.
Describes solutions for the most common voice messaging issues.
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:
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Conventions
This document uses the following conventions:
Notes use the following conventions:
Note
Timesavers use the following conventions:
Timesaver
Tips use the following conventions:
Tips
Cautions use the following conventions:
Caution
Warnings use the following conventions:
Warning
Obtaining Documentation
These sections explain how to obtain documentation from Cisco Systems.
World Wide Web
You can access the most current Cisco documentation on the World Wide Web at this URL:
Translated documentation is available at this URL:
http://www.cisco.com/public/countries_languages.shtml
Documentation CD-ROM
Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which is shipped with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.
Ordering Documentation
You can order Cisco documentation in these ways:
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http://www.cisco.com/public/ordsum.html
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http://www.cisco.com/go/subscription
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Documentation Feedback
You can submit comments electronically on Cisco.com. In the Cisco Documentation home page, click the Fax or Email option in the "Leave Feedback" section at the bottom of the page.
You can e-mail your comments to bug-doc@cisco.com.
You can submit your comments by mail by using the response card behind the front cover of your document or by writing to the following address:
Cisco Systems
Attn: Document Resource Connection
170 West Tasman Drive
San Jose, CA 95134-9883We appreciate your comments.
Obtaining Technical Assistance
Cisco provides Cisco.com 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. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.
Cisco.com
Cisco.com 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.
Cisco.com 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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If you want to obtain customized information and service, you can self-register on Cisco.com. To access Cisco.com, go to this URL:
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:
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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 Cisco.com 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:
http://www.cisco.com/register/
If you are a Cisco.com 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:
http://www.cisco.com/tac/caseopen
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:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
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.
