Applying Troubleshooting Methods © 2004 Cisco Systems, Inc. All rights reserved. Overview of IP Telephony Troubleshooting IPTT v4.01-1

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Overview of IP Telephony Troubleshooting: Objectives Upon completing this lesson, you will be able to: Identify voice network troubleshooting issues Identify general CCM troubleshooting issues Identify general Cisco Unity troubleshooting issues Identify general network infrastructure troubleshooting issues Identify general complexities of the troubleshooting voice networks

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Outline Overview Cisco Voice Networks Cisco CallManager Cisco Unity Network Infrastructure Voice Clients Summary Quiz

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Voice Networks PSTN FR Publisher Subscriber Cisco Unity Cisco Soft Phone 1 x x1010 on Cisco Soft Phone 1 Cisco Soft Phone 2 x1002 DFW DFW-HQ DFW- BRANCH RNO PRI FXS Voice Modem x1401 FXO Cisco Soft Phone HQ x1501 Console PC Desktop PC Desktop PC Desktop PC Desktop Console PC Desktop PC Desktop PC Desktop PC Desktop PC Desktop 7960 x6110 on Cisco Soft Phone 1 PC Desktop Cisco Soft Phone RNO x6001 Cisco Soft Phone BR x1501

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v PSTN FR Publisher Subscriber Cisco Unity Cisco Soft Phone 1 x x1010 on Cisco Soft Phone 1 Cisco Soft Phone 2 x1002 DFW DFW-HQ DFW- BRANCH RNO PRI FXS Voice Modem x1401 FXO Cisco Soft Phone HQ x1501 Console PC Desktop PC Desktop PC Desktop PC Desktop Console PC Desktop PC Desktop PC Desktop PC Desktop PC Desktop 7960 x6110 on Cisco Soft Phone 1 PC Desktop Cisco CallManager Cisco Soft Phone RNO x6001 Cisco Soft Phone BR x1501

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v PSTN FR Publisher Subscriber Cisco Unity Cisco Soft Phone 1 x x1010 on Cisco Soft Phone 1 Cisco Soft Phone 2 x1002 DFW DFW-HQ DFW- BRANCH RNO PRI FXS Voice Modem x1401 FXO Cisco Soft Phone HQ x1501 Console PC Desktop PC Desktop PC Desktop PC Desktop Console PC Desktop PC Desktop PC Desktop PC Desktop PC Desktop 7960 x6110 on Cisco Soft Phone 1 PC Desktop Cisco Unity Cisco Soft Phone RNO x6001 Cisco Soft Phone BR x1501

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v PSTN FR Publisher Subscriber Cisco Unity Cisco Soft Phone 1 x x1010 on Cisco Soft Phone 1 Cisco Soft Phone 2 x1002 DFW DFW-HQ DFW- BRANCH RNO PRI FXS Voice Modem x1401 FXO Cisco Soft Phone HQ x1501 Console PC Desktop PC Desktop PC Desktop PC Desktop Console PC Desktop PC Desktop PC Desktop PC Desktop PC Desktop 7960 x6110 on Cisco Soft Phone 1 PC Desktop Network Infrastructure Cisco Soft Phone RNO x6001 Cisco Soft Phone BR x1501

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v PSTN FR Publisher Subscriber Cisco Unity Cisco Soft Phone 1 x x1010 on Cisco Soft Phone 1 Cisco Soft Phone 2 x1002 DFW DFW-HQ DFW- BRANCH RNO PRI FXS Voice Modem x1401 FXO Cisco Soft Phone HQ x1501 Console PC Desktop PC Desktop PC Desktop PC Desktop Console PC Desktop PC Desktop PC Desktop PC Desktop PC Desktop 7960 x6110 on Cisco Soft Phone 1 PC Desktop Cisco IP Telephony Clients Cisco Soft Phone RNO x6001 Cisco Soft Phone BR x1501

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Summary There are four common areas for troubleshooting Cisco voice networks: Cisco CallManager, Cisco Unity, network infrastructure, and voice clients. Cisco CallManager is typically the first place to look for problems when troubleshooting common VoIP issues. Cisco Unity is a common troubleshooting source because of its advanced configuration. The network infrastructure can be a common source of troubleshooting because it supports both the voice network and the data network. Incorrect configuration of voice clients can be a common troubleshooting source.

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Lesson Review 1. A 900 MHz cordless phone is considered a voice client in a Cisco IP telephony network. 2. If you discovered that your Cisco IP Phone was not able to obtain inline power, which area would you check first? 3. One of your users complains that their message waiting light does not turn off after they have checked their voice mail. Which of these would you check first? 4. You would like to perform a detailed trace of the call processing that occurs on your voice network. Which platform best provides this capability? 5. Which of these areas is not a common troubleshooting area for IP telephony networks?