Applying Troubleshooting Methods © 2004 Cisco Systems, Inc. All rights reserved. IPTT v Troubleshooting IP Telephony Networks

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Troubleshooting IP Telephony Networks: Objectives Upon completing this lesson, you will be able to: List considerations in preparing for a network outage Describe the importance of a systematic troubleshooting method Apply recommended methods to clearly define a voice network problem Apply recommended methods to gather facts as part of a recommended troubleshooting methodology Construct a list of possible problem causes, based on gathered facts, to troubleshoot voice network problems Formulate an action plan, based on a list of possible causes, to troubleshoot voice network problems Employ an action plan to troubleshoot voice network problems Analyze the results of a troubleshooting action plan and determine whether the problem is resolved Formulate a new action plan, based on a list of possible causes and previous results to troubleshoot voice network problems if a previous action plan does not solves the problem

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Outline Overview Network Failure Preparation Systematic Troubleshooting Method Define the Problem Gather Facts Consider Possibilities Create Action Plan Implement Action Plan Observe Results Restart the Problem-Solving Process Document Results Summary Quiz

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Network Failure Preparation You can always recover more easily from a network failure if you are prepared ahead of time. To determine if you are prepared, answer a few questions.

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v The Question Question: Why use a systematic troubleshooting method? Answer: A systematic troubleshooting method will make it easier for you to identify potential problems on a data network and an IP telephony system.

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Problem-Solving Model Finished Define Problem Observe Results Utilize Process Gather Facts Consider Possibilities Create Action Plan Implement Action Plan Problem Resolved Document Facts Yes No Start Do problem symptoms stop?

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Sample Network Problem H.323 or Intercluster Trunk IP Phone A XY WAN (FR) Cisco CallManager A IP Phone B Cluster ACluster B Cisco CallManager B

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Define Network Problem Define Problem

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Sample Network Problem: Define the Problem XY WAN (FR) Audio Stream Fails Cluster ACluster B Cisco CallManager A Cisco CallManager B H.323 or Intercluster Trunk

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Gather Facts Define Problem Gather Facts

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Gathering the facts: Question the end users. Verify Cisco CallManager configuration. Verify router configuration. Use external tools, such as network analyzers or Cisco CallManager trace files. Sample Network Problem: Gather Facts H.323 or Intercluster Trunk XY WAN (FR) Cluster ACluster B Cisco CallManager A Cisco CallManager B

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Consider Possibilities Consider Possibilities Based on Facts Gather Facts Define Problem

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v H.323 or Intercluster Trunk Possible problems: Incorrect region definitions No transcoding resource Access list on router RTP header compression mismatch XY WAN (FR) Cluster ACluster B Cisco CallManager A Cisco CallManager B Sample Network Problem: Considering Possibilities

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Create Action Plan Consider Possibilities Based on Facts Gather Facts Define Problem Create Action Plan

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Action Plan: Add additional transcoding resources XY WAN (FR) Cluster ACluster B Sample Network Problem: Create Action Plan Cisco CallManager A Cisco CallManager B H.323 or Intercluster Trunk

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Implement Action Plan Consider Possibilities Based on Facts Gather Facts Define Problem Create Action Plan Implement Action Plan

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Observe Results Implement Action Plan Observe Results Create Action Plan Do problem symptoms stop?

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Restart the Problem-Solving Process No Implement Action Plan Restart Process Observe Results Create Action Plan Do problem symptoms stop?

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Document Results Implement Action Plan Observe Results Do problem symptoms stop? Finished Yes Document Facts Problem Resolved

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Summary To troubleshoot an IP telephony system or data network, you must use a problem-solving model. This model includes eight steps. Define the symptoms of the network problem clearly and understandably. Use internal and external tools to gather facts. Isolate the network problem and consider the possible causes. Develop an action plan. Implement an action plan. Evaluate the effectiveness of the action plan. If the problem still exists, restart the process from the possibilities that are based on the facts previously gathered. Document the results of the action plan.

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Lesson Review 1. A network user complains that they are experiencing problems when they call outside of the building. The person they call is able to hear them, but they cannot hear the other person. You should use the strategy presented in this lesson to formulate an action plan to solve this problem. Rather than gathering information from a live network, you can use the Cisco website to research this problem. (Hint: Search for one-way audio issues.) 2. A network user is attempting to make an outside call. The user uses the access code you have defined ( 9), and then dials the number. The user is complaining that halfway through the dialing process, a second dial tone is heard. This occurs intermittently, depending on whom the user is calling. You should use the strategy presented in this lesson to formulate an action plan to solve this problem. Rather than gathering information from a live network, you can use the Cisco website to research this problem.

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Lesson Review (Cont.) 3. A network user is attempting to make a call across the IP WAN to an office located in Michigan. When the user finished dialing the number, there is nearly a ten-second delay before the call goes through. This problem has only been occurring in the last few days. You should use the strategy presented in this lesson to formulate an action plan to solve this problem. Rather than gathering information from a live network, you can use the Cisco website to research this problem. 4. You are attempting to install the Cisco IP SoftPhone on a PC. When you are asked for a username and password, you enter the account information that you have created for the user, but the Cisco IP SoftPhone returns an error message. You verify that the PC does have connectivity to the CCM and that you have properly created an account for this user. You should use the strategy presented in this lesson to formulate an action plan to solve this problem. Rather than gathering information from a live network, you can use the Cisco website to research this problem.