1 © 2004 Cisco Systems, Inc. All rights reserved. IP Telephony Troubleshooting

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v4.02 To equip students with the knowledge and skills required to troubleshoot enterprise Cisco CallManager (CCM), Cisco Unity, and IP network deployments IP Telephony Troubleshooting v4.0 Course Goal

Course Introduction © 2004 Cisco Systems, Inc. All rights reserved. IPTT v4.03

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v4.04 Course Outline Applying Troubleshooting Methods Troubleshooting Cisco CallManager, Network Signaling, and Dial Plan Cisco AVVID Troubleshooting Tools Troubleshooting Network Infrastructure Troubleshooting Voice Quality Issues Troubleshooting Cisco Unity Escalating Cisco TAC Service Requests

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v4.05 Course Objectives Upon completing this course, you will be able to: Troubleshoot any part of the Cisco AVVID model Describe the steps associated with an effective approach to troubleshooting problems Identify correct and incorrect flows associated with the following protocols: –Skinny Station Protocol –H.323 –Q.931 –Media Gateway Control Protocol –SIP –IP Phone registration (DHCP and TFTP) Identify and resolve problems associated with database synchronization and data exchange between the Microsoft SQL publisher and its subscribers

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v4.06 Course Objectives (Cont.) Upon completing this course, you will be able to: Identify inconsistencies and potential problem areas when given a set of requirements and an associated dial plan State when each of the following Cisco CallManager tools and service aids should be used and describe the expected output of each: –System diagnostic interface or signal distribution layer traces or both –Microsoft Performance monitor counters –Administrative Serviceability Tool (AST) –Event Viewer –Q.931 Translator/Translator X/XLog –Protocol Analyzer/Ethereal –Administration Utility –Quality Report Tool (QRT) Use the Cisco CallManager 4.0 Trace tool to verify related issues Use the output from these tools and service aids to identify the source of IP telephony-related problems when given a problem description

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v4.07 Course Objectives (Cont.) Upon completing this course, you will be able to: Identify and troubleshoot media resource issues in Cisco CallManager Identify and troubleshoot Cisco CallManager CTI Manager and TSP-related issues Identify the source of IP telephony-related problems when given a problem description and the output from Call Detail Record or Call Management Record files List router and switch configuration parameters that can affect IP telephony connectivity or voice quality Run and interpret the output of router and switch serviceability-related commands, such as show or debug

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v4.08 Course Objectives (Cont.) Upon completing this course, you will be able to: Analyze bandwidth utilization when given an existing Cisco CallManager installation and identify the appropriate bandwidth management technologysuch as advanced queuing, compression, or packet prioritizationthat could be used to eliminate voice quality issues Use the appropriate tools and service aids to identify the source of the problem when given a problem description associated with a Cisco Unity voic feature

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v4.09 IPTT Cluster PSTN FR Publisher Subscriber Cisco Unity Cisco SoftPhone 1 x x1010 on Cisco SoftPhone 1 Cisco SoftPhone 2 x1002 DFW DFW-HQ DFW- BRANCH RNO PRI FXS Voice Modem x1401 FXO Cisco SoftPhoneHQ x1501 Console PC Desktop PC Desktop PC Desktop PC Desktop Console PC Desktop PC Desktop PC Desktop PC Desktop PC Desktop Cisco SoftPhoneRNO x x6110 on Cisco SoftPhone 1 PC Desktop Cisco SoftPhoneBR x1501

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v4.010 CCIE Voice

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v4.011 IP Telephony Specialization IP Telephony Design Specialist Prerequisites Valid CCDA Certification 9E0-xxx IPTD IP Telephony Support Specialist Exams and Recommended Training (Register for Exams) ExamRecommended Training IP Telephony Design (IPTD) Cisco IP Telephony Design SpecialistCisco IP Telephony Operations Specialist IP Telephony Operations Specialist Prerequisites Valid CCNA Certification 9E0-421 IPTT IP Telephony Operations Specialist Exams and Recommended Training (Register for Exams) ExamRecommended Training IP Telephony Troubleshooting (IPTT) Cisco IP Telephony Support Specialist IP Telephony Support Specialist Prerequisites Valid CCNP Certification 9E0-402 CIPT IP Telephony Support Specialist Exams and Recommended Training (Register for Exams) Exam 9E0-423 CVOICE Recommended Training Cisco IP Telephony (CIPT) Cisco Voice over IP (CVOICE) QOS. Implementing Cisco Quality of Service (QOS) ALERT QOS. Implementing Cisco Quality of Service (QOS) QOS.

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v4.012 CIPT or Cisco AVVID Bootcamp QOS CVOICE ICND BCMSN CUSE Cisco IP Telephony Troubleshooting Prerequisite Learner Skills and Knowledge

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v4.013 Learner Responsibilities Complete prerequisites Introduce yourself Ask questions

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v4.014 General Administration Class-Related Sign-in sheet Course Materials Length and times Attire Facilities-Related Site emergency procedures Rest rooms Telephones/faxes Break and lunchroom locations

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v4.015 Course Flow Diagram Course Introduction Applying Troubleshooting Methods Troubleshooting CallManager, Network Signaling, and Dial Plan Troubleshooting Voice Quality Issues Lunch Troubleshooting CallManager, Network Signaling, and Dial Plan Troubleshooting Cisco Unity AMAM PMPM Cisco AVVID Troubleshooting Tools Escalating TAC Service Requests Day 1Day 2Day 3Day 4Day 5 Cisco AVVID Troubleshooting Tools Troubleshooting Network Infrastructure Troubleshooting Network Infrastructure

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v4.016 Cisco Icons and Symbols IP Phone Phones Database File Server PC Switches Softswitch Router Bridge Voice- Enabled Router Web Server Web Browser Network Cloud Cisco CallManager Multiswitch Device WAN

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v4.017 Sources of Information Cisco IP telephony solution and network design guides ndex.htmhttp:// ndex.htm Cisco Unity Forum Cisco Unity documentation index.htmhttp:// index.htm Cisco Press Networking Technology > Convergence/Voice/IP Telephony See various Cisco Press books

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v4.018 Learner Introductions Your name Your company Skills and knowledge Brief history Objective