Cisco Systems OL-6539-01 User Manual

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:

• Purpose

• Audience

• Organization

• Related Documentation

• Conventions

• Obtaining Documentation

• Documentation Feedback

Purpose

OL-6539-01

• Obtaining Technical Assistance

• Obtaining Additional Publications and Information

The Troubleshooting Guide for Cisco CallManager Release 4.1(2) 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 that are frequently seen by the Cisco Technical Assistance Center (TAC) or frequently asked questions from newsgroups.

Troubleshooting Guide for Cisco CallManager Release 4.1(2)

xii

Preface

Audience

The Troubleshooting Guide for Cisco CallManager Release 4.1(2) 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

Chapter and Title Description

Chapter 1, “Troubleshooting Overview” Provides an overview of the tools and

Chapter 2, “Troubleshooting Tools” Addresses the tools and utilities that

Chapter 3, “Installation, Backup, and Restore Issues”

Chapter 4, “Cisco CallManager System Issues”

Audience

resources that are available for troubleshooting the Cisco CallManager.

you use to configure, monitor, and troubleshoot Cisco CallManager 4.0 (or later) and provides general guidelines for collecting information to avoid repetitive testing and re-collection 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.

OL-6539-01

Troubleshooting Guide for Cisco CallManager Release 4.1(2)

xiii

Organization

Table 1 How This Document Is Organized (continued)

Chapter and Title Description

Chapter 5, “Directory Issues” 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).

Chapter 6, “Device Issues” Describes solutions for the most

common issues related to IP phones and gateways.

Chapter 7, “Dial Plans and Routing Issues”

Chapter 8, “Cisco CallManager Services Issues”

Chapter 9, “Voice Messaging Issues” Describes solutions for the most

Appendix A, “Opening a Case With TAC ”

Appendix B, “Case Study: Troubleshooting Intracluster Phone Calls”

Appendix C, “Case Study: Troubleshooting Cisco IP Phone-to-Cisco IOS Gateway Calls”

Appendix D, “Case Study: Troubleshooting Intercluster Phone Calls”

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.

common voice messaging issues.

Describes what information is needed to open a case for TAC.

Describes in detail the call flow between two Cisco IP Phones within a cluster.

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).

Describes a Cisco IP Phone calling another Cisco IP Phone located in a different cluster.

Preface

xiv

Troubleshooting Guide for Cisco CallManager Release 4.1(2)

OL-6539-01

Preface

Conventions

This document uses the following conventions:

Preface

Convention Description

boldface font Commands and keywords are in boldface.

italic font Arguments for which you supply values are in italics.

[ ] Elements in square brackets are optional.

{ x | y | z } Alternative keywords are grouped in braces and separated

by vertical bars.

[ x | y | z ] Optional alternative keywords are grouped in brackets

and separated by vertical bars.

string A nonquoted set of characters. Do not use quotation

marks around the string or the string will include the quotation marks.

screen font Terminal sessions and information the system displays

are in

screen font.

boldface screen

font

italic screen font Arguments for which you supply values are in italic

< > Nonprinting characters, such as passwords, are in angle

Information you must enter is in boldface screen font.

screen font.

brackets.

xvi

Notes use the following conventions:

Note Means reader take note. Notes contain helpful suggestions or references to

material not covered in the publication.

Troubleshooting Guide for Cisco CallManager Release 4.1(2)

OL-6539-01

Preface

Obtaining Documentation

Timesavers use the following conventions:

Timesaver Means the described action saves time. You can save time by performing the

action described in the paragraph.

Tips use the following conventions:

Tips Means the information contains useful tips.

Cautions use the following conventions:

Caution Means reader be careful. In this situation, you might do something that could

result in equipment damage or loss of data.

Warnings use the following conventions:

Warning

This warning symbol means danger. You are in a situation that could cause bodily injury. Before you work on any equipment, you must be aware of the hazards involved with electrical circuitry and familiar with standard practices for preventing accidents.

Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems.

Cisco.com

You can access the most current Cisco documentation at this URL:

http://www.cisco.com/cisco/web/support/index.html

Troubleshooting Guide for Cisco CallManager Release 4.1(2)

OL-6539-01

xvii

Documentation Feedback

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco websites at this URL:

http://www.cisco.com/public/countries_languages.shtml

Ordering Documentation

You can find instructions for ordering documentation at this URL:

http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm

You can order Cisco documentation in these ways:

• Registered Cisco.com users (Cisco direct customers) can order Cisco product

documentation from the Ordering tool:

http://www.cisco.com/en/US/partner/ordering/index.shtml

• Nonregistered Cisco.com users can order documentation through a local

account representative by calling Cisco Systems Corporate Headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

Preface

Documentation Feedback

You can send comments about technical documentation to bug-doc@cisco.com.

You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:

Cisco Systems Attn: Customer Document Ordering 170 West Tasman Drive San Jose, CA 95134-9883

We appreciate your comments.

Troubleshooting Guide for Cisco CallManager Release 4.1(2)

xviii

OL-6539-01

Preface

Obtaining Technical Assistance

For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, Cisco Technical Support provides 24-hour-a-day, award-winning technical assistance. The Cisco Technical Support Website on Cisco.com features extensive online support resources. In addition, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not hold a valid Cisco service contract, contact your reseller.

Cisco Technical Support Website

The Cisco Technical Support Website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, 365 days a year at this URL:

http://www.cisco.com/techsupport

Access to all tools on the Cisco Technical Support Website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:

Obtaining Technical Assistance

http://tools.cisco.com/RPF/register/register.do

Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool automatically provides recommended solutions. If your issue is not resolved using the recommended resources, your service request will be assigned to a Cisco TAC engineer. The TAC Service Request Tool is located at this URL:

http://www.cisco.com/techsupport/servicerequest

For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco TAC engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.

Troubleshooting Guide for Cisco CallManager Release 4.1(2)

OL-6539-01

xix

Obtaining Additional Publications and Information

To open a service request by telephone, use one of the following numbers:

Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227) EMEA: +32 2 704 55 55 USA: 1 800 553 2447

For a complete list of Cisco TAC contacts, go to this URL:

http://www.cisco.com/techsupport/contacts

Definitions of Service Request Severity

To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.

Severity 1 (S1)—Your network is “down,” or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

Severity 3 (S3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

Preface

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

• Cisco Marketplace provides a variety of Cisco books, reference guides, and

logo merchandise. Visit Cisco Marketplace, the company store, at this URL:

http://www.cisco.com/go/marketplace/

Troubleshooting Guide for Cisco CallManager Release 4.1(2)

OL-6539-01

Preface

Obtaining Additional Publications and Information

• The Cisco Product Catalog describes the networking products offered by

Cisco Systems, as well as ordering and customer support services. Access the Cisco Product Catalog at this URL:

http://cisco.com/univercd/cc/td/doc/pcat/

• Cisco Press publishes a wide range of general networking, training and

certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL:

http://www.ciscopress.com

• Pack et magazine is the Cisco Systems technical user magazine for

maximizing Internet and networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL:

http://www.cisco.com/packet

• Internet Protocol Journal is a quarterly journal published by Cisco Systems

for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

http://www.cisco.com/ipj

OL-6539-01

• World-class networking training is available from Cisco. You can view

current offerings at this URL:

http://www.cisco.com/en/US/learning/index.html

Troubleshooting Guide for Cisco CallManager Release 4.1(2)

xxi

Obtaining Additional Publications and Information

Preface

xxii

Troubleshooting Guide for Cisco CallManager Release 4.1(2)

OL-6539-01

Cisco Systems OL-6539-01 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Purpose

Audience

Organization

Related Documentation

Conventions

Obtaining Documentation

Cisco.com

Documentation Feedback

Ordering Documentation

Obtaining Technical Assistance

Cisco Technical Support Website

Submitting a Service Request

Obtaining Additional Publications and Information

Definitions of Service Request Severity