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TROUBLESHOOTING CISCO IP TELEPHONY 2ND EDITION PDF

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Book; ISBN ; ISBN The only complete , authoritative guide to troubleshooting Cisco IP - now updated for CallManager. Understanding of IP Telephony architecture, concepts and . Monitor and Troubleshoot on CallManager Telephony. ISBN phones, and other Cisco IP Telephony products. She is a co-author of Cisco CallManager Fundamentals (ISBN: ) and Developing Cisco IP.


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Cisco IP Telephony You can find installation, configuration, and maintenance information for Cisco IP Telephony networks in the book Cisco IP Telephony ( ISBN. Troubleshooting Cisco IP Telephony (eBook, PDF) - Giralt, Paul; Hallmark, . Erscheinungstermin: ; Englisch; ISBN ; Artikelnr. ISBNX Troubleshooting Cisco IP Telephony shows you how to break down problems to find the root cause. Descriptions of each.

The T. The fax machine may be a standard device connected to an analog telephone adapter ATA , or it may be a software application or dedicated network device operating via an Ethernet interface.

UDP provides near real-time characteristics due to the "no recovery rule" when a UDP packet is lost or an error occurs during transmission.

Two successive packets have to be lost to actually lose data integrity. Power requirements[ edit ] Telephones for traditional residential analog service are usually connected directly to telephone company phone lines which provide direct current to power most basic analog handsets independently of locally available electrical power. IP Phones and VoIP telephone adapters connect to routers or cable modems which typically depend on the availability of mains electricity or locally generated power.

Such battery-backed devices typically are designed for use with analog handsets. Some VoIP service providers implement services to route calls to other telephone services of the subscriber, such a cellular phone, in the event that the customer's network device is inaccessible to terminate the call.

The susceptibility of phone service to power failures is a common problem even with traditional analog service in areas where many customers purchase modern telephone units that operate with wireless handsets to a base station, or that have other modern phone features, such as built-in voicemail or phone book features. Security[ edit ] The security concerns of VoIP telephone systems are similar to those of other Internet-connected devices.

This means that hackers with knowledge of VoIP vulnerabilities can perform denial-of-service attacks, harvest customer data, record conversations, and compromise voicemail messages.

Compromised VoIP user account or session credentials may enable an attacker to incur substantial charges from third-party services, such as long-distance or international calling. The technical details of many VoIP protocols create challenges in routing VoIP traffic through firewalls and network address translators , used to interconnect to transit networks or the Internet. Private session border controllers are often employed to enable VoIP calls to and from protected networks.

Though many consumer VoIP solutions do not support encryption of the signaling path or the media, securing a VoIP phone is conceptually easier to implement than on traditional telephone circuits.

A result of the lack of encryption is that it is relatively easy to eavesdrop on VoIP calls when access to the data network is possible. IPsec is available to secure point-to-point VoIP at the transport level by using opportunistic encryption. Operational cost[ edit ] VoIP has drastically reduced the cost of communication by sharing network infrastructure between data and voice.

Secure calls using standardized protocols, such as Secure Real-time Transport Protocol , as most of the facilities of creating a secure telephone connection over traditional phone lines, such as digitizing and digital transmission, are already in place with VoIP. It is necessary only to encrypt and authenticate the existing data stream. Automated software, such as a virtual PBX , may eliminate the need of personnel to greet and switch incoming calls.

The country has installed firewalls to prevent international calls being made using VoIP. These measures were taken after the popularity of VoIP reduced the income generated by the state owned telecommunication company. VoIP services operating in Canada are required to provide emergency service. Please update this article to reflect recent events or newly available information.

Last update: September In the European Union , the treatment of VoIP service providers is a decision for each national telecommunications regulator, which must use competition law to define relevant national markets and then determine whether any service provider on those national markets has "significant market power" and so should be subject to certain obligations.

A general distinction is usually made between VoIP services that function over managed networks via broadband connections and VoIP services that function over unmanaged networks essentially, the Internet. A review of the EU Directive is under way and should be complete by Violations may be punished with fines of 50, Omani Rial about , US dollars or spend two years in jail or both.

In , police raided Internet cafes throughout the country and arrested people for using or providing VoIP services. However, some VoIPs such as Skype were allowed. Foreign based VoIP server services are illegal to use in India. Internet Telephony is considered to be different service in its scope, nature and kind from real time voice as offered by other Access Service Providers and Long Distance Carriers.

Presently the 10 digit Numbering allocation based on E. Translation of E. Unlike many VoIP providers, most of whom offer flat rates, Korean VoIP services are generally metered and charged at rates similar to terrestrial calling. Foreign VoIP providers encounter high barriers to government registration. This issue came to a head in when Internet service providers providing personal Internet services by contract to United States Forces Korea members residing on USFK bases threatened to block off access to VoIP services used by USFK members as an economical way to keep in contact with their families in the United States, on the grounds that the service members' VoIP providers were not registered.

Providers of "nomadic" VoIP service—those who are unable to determine the location of their users—are exempt from state telecommunications regulation. The issue in question is calls between Americans and foreigners. The National Security Agency NSA is not authorized to tap Americans' conversations without a warrant—but the Internet, and specifically VoIP does not draw as clear a line to the location of a caller or a call's recipient as the traditional phone system does.

As VoIP's low cost and flexibility convinces more and more organizations to adopt the technology, the surveillance for law enforcement agencies becomes more difficult.

Set the service you want to retrieve the trace files for such as Cisco CallManager. The Trace Configuration page in CallManager Serviceability validates the filename and ensures that it has a. Do not use a filename that exists on another computer. Depending on the time period you specified.

It is a good practice to have each server use a filename format that has the server name in it. Click Update to save your settings. With Trace Analysis. If you did. Use a filename that exists on the computer running the trace. Assuming you don't go above That way.

Trace shows all events as specified in. We generally recommend that you do not use the trace collection utility for anything other than very small traces on a system that is not busy. Manually copy the traces off the server s in question and analyze them offline.

It is usually quicker and easier to manually collect the traces yourself using either Terminal Services or VNC discussed later in this chapter to access the CallManager server and copy the files to another machine for analysis. If you choose to view the text- based output in a new window.

Troubleshooting Cisco IP Telephony (2nd Edition)

If you specify a device name. In this dialog box. Once the trace has been gathered. Trace Type Select this checkbox if you want to include the trace type in the trace output. Information Select this checkbox if you want to include a description of what the trace found in the trace output. CM Node. Date and Time. Figure shows a trace file formatted as XML output and filtered to display only one CallManager host.

Source IP. Date and Select this checkbox if you want to include the date and time of each Time event listed in the trace output. Alarm shows only specific messages that meet the criteria of being an information Alarm message. IP Address Select this checkbox if you want to include the device's source IP address in the trace output.

Cluster Select this checkbox if you want to include the cluster name in the trace output. Device Name Select this checkbox if you want to include the device name in the trace output. Correlation Select this checkbox if you want to include the number that correlates Tag traces with each other in the trace output. Application Select this checkbox if you want to include the directory numbers Name DNs and other service-specific information in the trace output. The following section describes how to read a text-based CCM trace.

As you can see. Reading CCM Traces This section shows you a few call flow examples and highlights key information in each example that helps you understand the CCM trace. For that reason. So the same trace is shown in this book as StationInit: For brevity. You can click the Back to Selection link to return to the Trace Analysis dialog and filter based on different criteria. You should learn how to read the CCM traces directly from the text files to help you troubleshoot problems more quickly and accurately.

In other words. A Skinny station is any endpoint that uses the Skinny protocol to communicate with CallManager. Phone A and Phone B. The header portion of the trace line just specifies the date and time when the trace event was generated and which trace file you are looking at. The IP address is When you first open a CCM trace file. This includes the Cisco 79xx family of IP phones.

We recommend that you use the default trace settings for CCM traces except you set the trace level to either Arbitrary or Detailed. IP phones use the Skinny protocol to communicate with CallManager.

For a CCM trace file. Appendix C. You can determine the IP address by working backwards: Phone A goes off-hook and you see the following line in the CCM trace: Phone A calls Phone B. With the TCP handle. This means that if you search for the directory number of the IP phone. If you know the phone number of the calling IP phone.

The OffHook message means that CallManager received a Skinny message indicating the phone went off-hook. This signifies that CallManager is sending a Skinny message to the phone. The next message is StationD: In CallManager 3. Once you find the KeepAlive message.

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Again you see the same TCP handle. When searching through a CCM trace file in Notepad. The number represents the directory number of the phone. Skinny message transmission such as this between the IP phone and CallManager occurs for every action undertaken by the IP phone. Again you see that all the trace lines begin with StationD indicating that these are messages from CallManager to the IP phone and you see each line has the same TCP handle.

In particular. These are all Skinny messages sent to the IP phone. Note the callReference ID. Other messages sent to the IP phone include the following: It is best to search for the device name you are looking for and find a KeepAlive to get the TCP handle as discussed earlier. Do not concern yourself at this point about exactly what each of the pieces in the trace mean. Chapters 4 and 5 provide additional detail relating to the Skinny messaging you see in the preceding output. This time.

Each leg of a call gets its own callReference ID assigned. You will notice. A new callReference ID is created for each participant in a call and when some features are invoked.

So far you have only seen Skinny protocol messages. Now it is time to ring Phone B.

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Whenever digit analysis makes a match for a call. Notice that after the phone is told to stop the tone. There is. The Skinny protocol does not provide a mechanism to specify which tone to stop. This stops any tones the IP phone happened to be playing at the time. As soon as the first digit is dialed. Notice that a 3 is dialed and a tone is then stopped. That makes sense because when you pick up the phone. So for example.

Digit analysis: CallManager is constantly analyzing the digits the user dials. Chapter 9. The important concept to grasp here is that any time digit analysis makes a match. This call reference persists for the duration of the call on Phone B. Because CallManager has collected all the required digits. Also notice that the TCP handle is different than in the preceding trace output. Chapter 9 explains some of the concepts such as partitions and calling search spaces.

Notice also that the callReference value is different from the previous output. Do not be concerned about what each of the fields means at this point. As we mentioned earlier. If you look at a CCM trace. These digit analysis results are easy to spot in a CCM trace because of the white space to the right of the digit analysis results.

This means that a message is sent from CallManager to the IP phone. Future chapters go into detail about each message. Phone A gets some updated information. Now that a call is in progress. Phone B rings and the call information shows that James called Mary. Remember each call reference is only valid for one leg of the call. Once again. These are just standard messages sent by CallManager. You also see the first callReference value. The alerting tone is the standard ringback tone you hear when placing a call.

You see several messages that seem to suggest the call is being redirected. A logical channel is a unidirectional RTP stream. In a call involving a Skinny device. Each RTP stream is called a logical channel. Phone A responds first: As with all VoIP protocols. CallManager asks the IP phone for specific parameters for this connection.

Until this point. All VoIP devices are blindly told to send RTP packets to an IP address and port number without knowing what type of device they are sending these packets to. Appendix C provides a cheat sheet for conversions. This is what allows CallManager to set up calls between devices that use different signaling protocols. MGCP is not described in detail in this example. When reading CCM traces. The majority of information presented in the CCM trace file for a gateway call is in hexa-decimal notation.

Also it is important to separate the signaling aspects of a call set up from the RTP media streams. As long as the terminating device provided the correct IP address and port number and CallManager relayed this information correctly.

All Q. Phone A has never sent nor received any Skinny signaling to or from Phone B. Once you understand how to decode them. The Q. This makes understanding the basic structure of this kind of trace message important. This is because all the signaling goes through CallManager.

Notice that for the duration of this call. Phone A has no idea that it is sending RTP packets to a voice gateway and vice versa. Do not be intimidated by the hexadecimal values. The only time IP phones send packets to each other is for the actual voice stream. Out Message -. When viewing an ISDN trace. Information elements are covered in detail in Chapter 6. You also know the call reference from decoding the first few bytes of the IsdnMessageData2.

In this example. The direction is from the perspective of CallManager. You might be wondering how a4e81cac is converted to an IP address in dotted decimal notation. Whenever an H. Ignore the first two numbers usually This is a hexadecimal representation of the IP address. PriSetupMsg -. You can figure out the IP address by working backwards.

They are equivalent. As with the IP phone. The next two numbers are the call reference length PriCallProceedingMsg -. QChannelIdIe -. Notice that the message that follows is an In Message.

These are just some of the tricks that help you follow call flows through the CCM trace. The most-significant bit MSB is set on the call reference value. Half the battle in reading a CCM trace is knowing which pieces of the trace file to ignore so that you can focus on the important messages in the trace. In Message -.

When searching. To the average CallManager administrator. Chapter 6 goes into detail about how this works. The first bit. This bit determines if this message is the originating or terminating side. This represents the directory number that is being called. SDL trace files are far too detailed for normal practical use. As you read through the following chapters. All you need to know is to search for the call reference minus the first digit.

The call reference for a call remains the same for the duration of a call. After the name follows the data contained in that information element.

In this case the call reference is 00 If you search through the CCM trace. Subsequent chapters provide additional trace examples as we investigate other troubleshooting scenarios. The format of the data that follows is dependent on the particular information element. Now you can follow the call's events.

Fortunately for most day-to-day activities you do not need to reference the Q. You need to know how to configure the trace files to capture the right information for TAC. SDL generates two types of files: Although the SDL trace files are generally not used for troubleshooting purposes.

SDL traces can span multiple servers. An index file allows SDL logging to start where it left off each time an application is restarted. Log filenames are composed of the following: The number of files determined by the CallManager service parameter SdlTraceTotalNumFiles and the number of lines per file determined by the CallManager service parameter SdlTraceMaxLines governs how long it takes to overwrite old log files.

This mechanism is supported by the use of SDL links. SDL maintains a circular queue of files to log information. Over time. In cases like this. These signals are just messages from one piece of software to another internal to CallManager. SDL is what allows CallManager clustering to work by allowing processing for tasks to run on any node in the cluster.

All columns in a log entry are delimited by a vertical bar character 0x7c. The common prefix of a trace line is as follows: But what if an IP phone registered to one CallManager in the cluster places a call out a gateway registered to a different CallManager in the cluster? The prefix always has the same format. These signals can be sent to a piece of code on an entirely different CallManager.

CallManager functions by sending signals from one process to another. Prefix Component Detail Component Every log entry contains a prefix. A log entry is broken into two components. Because CallManager is a distributed architecture. The SDL trace lets you see this happening. The best way to see this is by looking at the log entry type field at the beginning of an SDL trace file.

This is the reason why having the clocks synchronized on all servers is so vitally important. You do not need to understand what the various process names signify. The third column shows the destination Db 1.

The two columns to examine are the third and fourth columns after SdlSig-O. So how do you know which node the signal was coming from or destined to? After the SdlSig-O or SdlSig-I message you should see several columns of text separated by the vertical bar character. These describe the process sending the signal and the process to which the signal is being sent.

The important part is the four comma-separated numbers that follow the process name. Without time synchronization. Now you need to understand what you are looking at when you see Db 2. We have condensed the trace to fit on the printed page. You might be wondering why you need to know all this.

Db is the process name. When you see an unexplained event in the CCM trace. The default is Bit masks are usually represented as strings of hex digits. A bit mask is a string of bits that each represent a particular trace setting.

See Table for details. If insufficient disk or CPU bandwidth exists to write the trace file. Each 1 in the bit mask indicates that a particular trace should be enabled.

There is rarely any reason to change this value. Table shows the parameters you can adjust. If this parameter is set to False. The port is by default. The default is 5. SDL trace entries are flushed to disk when there is spare disk bandwidth not being used for call processing. Detailed SDL tracing consumes a lot of disk space and affects the processor on the CallManager server.

Setting this parameter to True.

The default is True. The default is False. If this path is not defined or is defined incorrectly. The default is files. SdlTraceTotalNumFiles This value indicates the maximum number of files that can be created for logging purposes.

You should set this to False during normal operating conditions. SDL uses the default root path: SdlTraceMaxLines This value indicates the maximum number of lines written to a log file before a new log file is created.

You can calculate the size of your trace files by figuring the average CCM trace at Set this flag to True to turn tracing on or False to turn tracing off. SdlTraceTypeFlags This field indicates the bit mask value for collecting the trace type flag of choice. The default is bytes. SdlTraceDataSize For signal types. Determine how much free disk space you have.

This information appears in the freeform information column at the end of each line in the SDL trace file. Be sure to monitor free disk space by using other tools mentioned in this chapter such as PerfMon or CCEmail. Pretty print adds tabs and spaces in a trace file without performing post processing. See Table for more details.

Not used — 0x This bit is not used. TranslateSdlToIsdnRes traces. It contains logging facilities to take snapshots of any counter at user-defined intervals. PerfMon Advantages. CallManager includes several performance objects that let you monitor various counters related to the operation of the CallManager services and associated devices. The RTMT. An example of a standard performance object is the Processor object. It is colloquially referred to as PerfMon.

PerfMon allows you to look at real-time statistics. If statistics are disabled. PerfMon can be used to monitor a variety of performance objects. Statistics are enabled by default. A performance object is a set of counters reported by a process or application running on the system that can be monitored.

A third-party tool called CCEmail discussed in the next section allows you to configure alerts in PerfMon. The application looks similar to Figure You'll read more about the additional capabilities of the RTMT later in this chapter. An example of how to view some real-time statistics with PerfMon will better familiarize you with the tool.

This kind of information can easily be obtained through PerfMon. In addition to performance-monitoring capabilities. You can configure specific counters and save the configurations in RTMT. This CSV file can then be imported into a spreadsheet application for further analysis. Three buttons on the toolbar shown in Figure are used to switch between the different formats. Click the Add button on the toolbar. Click the View Report button on the toolbar to gray out the area below.

You see a dialog box similar to Figure For viewing real-time statistics. PerfMon has three formats to display data: You can see that the counters are updated every second or so. Below the object selection you can choose which counter to monitor. Select this counter and click Add. The dialog box remains open so that you can continue selecting and adding counters. When you are done adding counters. For you to be able to view counters on remote machines.

Figure shows all the counters in the Cisco CallManager object. To monitor all the counters for a particular object.

Troubleshooting Cisco IP Telephony Full

You can click the Explain button to get a short description of the counter. From this screen. If you select the Cisco CallManager object. Or you can select several individual instances by holding down the Ctrl key while clicking to select specific instances. If memory utilization continues to. Appendix D. Some counters give you the option of selecting a specific instance of the counter to monitor.

You can select a range by holding down the Shift key and clicking the first and last instances in the range. Objects and counters are only available for installed components. This can be useful for monitoring trends or determining exactly what time a problem occurred. Using Counter Logs One of PerfMon's most powerful features is the ability to periodically log performance information to a file.

Probably the most common use of counter logs is to monitor memory and CPU utilization for trends. If the CPU spikes during specific times. In the New Log Settings dialog box. Click Add. Use the following steps to configure a counter log to monitor memory and CPU utilization on a per-process basis: Step 5.

In the left column.

Click Add to add this counter to the log. A dialog box similar to the one shown in Figure appears. On a CallManager server. The Select Counters dialog box appears previously shown in Figure Figure shows the Log Files tab as described in the preceding steps. Click Add and then Close to return to the counter log configuration dialog box. The End file names with checkbox and popup menu let you append a number to the end of the filename based on either the date and time the file is created or just an arbitrary number that increments each time a new log file is created.

Select the Log Files tab. Step In the list of counters. Microsoft recommends this counter not be set lower than 2 seconds when logging many different counters. Step 7. In the Performance object field. In the Sample data every area. Step 8.

In the File Name field. Step 9. Select the End file names with checkbox. With the data in a CSV format. In the Location field.

To do this. If this is the first log on this system. Instead of creating one huge log file.

Click the Schedule tab. Click Yes. If you followed the preceding instructions. Click OK. Check the Start a new log file checkbox so that PerfMon starts a new file for the frequency you specified.

The error will likely refer you to the Windows event log to get more details on the error. PerfMon log files do not have a way to do circular wrapping also known as round-robin.

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With so many different pieces composing an IP Telephony network. SDL traces describe the events occurring in the CallManager software at a code level. The CCM traces discussed in Chapter 3 indicate which gateway the calls are coming from.

You notice that the second call was placed to the same area code and prefix as the call that was received. Use all the topology information you have to narrow down which pieces of the network might be involved in the problem you are trying to troubleshoot.

PerfMon Advantages. An index file allows SDL logging to start where it left off each time an application is restarted. What areas are you unsure about? Geography disappears as a problem because telephony functions, manageability, and serviceability all traverse the IP network.

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