Course Catalog > Cisco Courses > Troubleshooting Unified Communications Systems (TUC)
Troubleshooting Unified Communications Systems (TUC)
Cisco Troubleshooting Unified Communications (TUC)
The Troubleshooting Cisco Unified Communications Systems
(TUC) v1.0 equips network professionals with the knowledge and
skills required to troubleshoot Unified Communications Systems
solutions in Enterprise, Mid-Market, and Commercial
deployments.
TUC teaches troubleshooting methodology, triage, resources, tools and fixes at the integrated System / Solution level, and for components (such as Cisco Unified Call Manager, Cisco Unity, videoconferencing, and infrastructure). This is a troubleshooting course and the learners should spend 60–70 percent of their time in the lab.
The CTCLC Difference
Current Technologies Computer Learning Center uses REAL CISCO EQUIPMENT for our labs. Our certified instructors will help guide you to a sucessful completion of your training. Our Instructors are CCIE, CCNP, CCIP, CCVP, and CCSP qualified. CTCLC has convenient day or night schedules to fit your needs. We can also do onsite classes with our top notch portable labs. In our Cisco courses, EVERY STUDENT HAS THEIR OWN POD OF CISCO EQUIPMENT. Students do not share equipment. Our instructors are the very best and give 110% to their Students. We care about every student we train and we have a free resit policy for all of our courses for the same revision. You will not find a better training experience anywhere. Current Technologies Computer Learning Center is Cisco Learning Partner, Microsoft Gold Certified Partner for Learning Solutions (CPLS), CompTIA Learning Alliance Member, EC-Council Accredited Training Center, and many others. We offer the highest quality, authorized training that you will find anywhere. |
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Objectives
Upon completing this course, you will be able to meet these overall objectives:
- Use a systematic methodology to troubleshoot Cisco Unified Communication systems by using knowledge of tools and reports that help isolate Cisco Unified Communication system problems
- Given a trouble call that has been categorized as a Cisco Unified CallManager related issue, isolate the specific problem, propose a solution, and, where appropriate, implement the solution
- Diagnose a call setup issue and resolve the issues
- Troubleshoot the quality of both voice and video streams
- Given a trouble call that has been isolated to a Cisco Unified Communication system component application, the learner will be able to isolate the specific problem, propose a solution and where appropriate, implement the solution
Duration
- 5 days, Instructor-led classroom training
Prerequisites
- Working knowledge of fundamental terms and concepts of computer networking, to include LANs, WANs, and IP switching and routing
- Ability to configure and operate Cisco routers and switches and to enable VLANs and DHCP
- Fundamental knowledge of converged voice and data networks
- Working knowledge of the MGCP and its implementation on Cisco IOS gateways
- Cisco Unified Communications IP Telephony Part 1
- Cisco Unified Communications IP Telephony Part 2
- Cisco Quality of Service
- Cisco CVOICE
Certification Track: CCVP Certification
The CCVP certification recognizes the increased importance placed on IT professionals of today who are responsible for integrating voice technology into underlying network architectures. Individuals who earn a CCVP certification can help create a telephony solution that is transparent, scalable, and manageable. Earning a CCVP certification validates a robust set of skills in implementing, operating, configuring, and troubleshooting a converged IP network. The certification content focuses on Cisco Systems CallManager, quality of service (QoS), gateways, gatekeepers, IP phones, voice applications, and utilities on Cisco routers and Cisco Catalyst switches.
CTCLC Special Discounts
TUC Cisco Troubleshooting Unified Communications (TUC) $3,495.00
Call (219) 764-3800 for Current Specials
Above pricing is for Portage, Indiana location
Special prices available for on-site training
For more Information or Registration for Cisco Troubleshooting Unified Communications (TUC) or Redeeming Cisco Learning Credits
Contacts Us
EMail: Sales@ctclc.com
Phone: (219) 764-3800
Who Should Attend
The primary audience for this course is as follows:
- Channel Partners
- Resellers
- Customers
- CCIP candidates
- CCVP candidates
- Pre- and post-sales technical engineers responsible for designing, implementing, or troubleshooting networks
- Individuals who are responsible for installing, configuring, and maintaining a Cisco Unified Communications solution
- Individuals who are responsible for the administration of a Cisco Unified Communications solution
Course Outline:
Module 1: A Methodology and Tools for Troubleshooting Cisco Unified Communications Systems
Lesson 1: Introducing Cisco Unified Communications Systems Troubleshooting
- Identify typical problem areas in the network that normally need troubleshooting to resolve
- Explain which part of the Cisco Unified Communications system is considered to be “network infrastructure”
- Explain the purpose of Cisco Unified CallManager in a Cisco Unified Communications system, and list common issues that occur with Cisco Unified CallManager
- Explain the purpose of Cisco Unity in a Cisco Unified Communications system and list common issues that occur with Cisco Unity
- List the range of voice client components that can exist in a Cisco Unified Communications system, and describe the types of voice client issues that require troubleshooting
Lesson 2: Understanding Troubleshooting Methodology in Cisco Unified Communications Systems
- Explain how you can simplify the troubleshooting process by making certain preparations
- Describe the general model of problem solving that you should follow to help systematically resolve troubleshooting issues
- Explain how to define a problem presented as a Cisco Unified Communications system trouble call
- Explain the process of collecting information about a reported Cisco Unified Communications system problem
- Explain the process of identifying the possible causes of a reported Cisco Unified Communications system problem
- Explain how to plan for the troubleshooting task
- Explain how to ensure the greatest possibility of success of the troubleshooting plan during its implementation
- Explain how to confirm the success of the troubleshooting task before closing out the work ticket
- Explain what to do if the troubleshooting task fails
- Explain why and how to keep a record of your troubleshooting activities
Lesson 3: Gathering Information for Troubleshooting
- Provide an overview of the different types of tools that are useful when troubleshooting in a Cisco Unified Communications system
- Describe the Cisco Unified CallManager Serviceability menus and the various tools that you can use to troubleshoot Cisco Unified CallManager
- Define alarm destinations and levels, lookup alarm definitions, and add user notes to alarm definitions
- Configure trace settings in the Cisco Unified CallManager Serviceability menus
- Use the Dialed Number Analyzer tool to troubleshoot complex dial plans in the Cisco Unified CallManager configuration
- Use the Cisco Unified CallManager Serviceability Control Center web interface to stop, start, restart, and view the status of services on the Cisco Unified CallManager server
- Describe the functions of the Cisco Unified CallManager Real-Time Monitoring Tool (RTMT) and how it can be used to gather facts for troubleshooting
- Enable and use Performance Monitor data and monitoring to assist you and Cisco Technical Assistance Center (TAC) with troubleshooting
- Describe how to set and modify both predefined and customized alerts
- Describe how to collect trace and log files and view them in the Cisco Unified CallManager RTMT
- Describe how to interpret trace output
- View the local syslog files in the Cisco Unified CallManager RTMT
- Provide an overview of how to use the command-line interface (CLI) of Cisco Unified CallManager Release 5.x to troubleshoot, manage services, and view configuration data about the Cisco Unified CallManager
- Describe how to use a network sniffer to troubleshoot protocol issues
Module 2: Troubleshoot Cisco Unified CallManager-Related Issues
Lesson 1: Troubleshooting Common Endpoint Registration Issues
- List the common issues that may prevent an endpoint from being able to register
- Describe how a Cisco IP phone initializes to a Cisco Unified CallManager serverUse ping from Cisco Unified CallManager to troubleshoot endpoint connectivity issues
- Explain how to use the Status Message screen on an IP phone to view recent messages and explain how to check network and device settings from the IP phone
- Explain the procedure to verify Cisco Unified CallManager TFTP settings and to create a new configuration file to help resolve Cisco Unified CallManager issues
- Explain the differences between Type A and Type B session initiation protocol (SIP) phones and describe how to resolve common registration issues with these phones
Lesson 2: Troubleshooting Cisco Unified CallManager Availability Issues
- Describe the possible causes and recommended actions to take when the Cisco Unified CallManager system stops responding
- Describe the possible causes and recommended actions to take when the Cisco Unified CallManager Administration webpage does not display
- Describe the possible causes and recommended actions to take when the Cisco Unified CallManager server response is slow
Lesson 3: Troubleshooting Cisco Unified CallManager Security Issues
- Describe the common components of securing a VoIP environment
- Describe the most common security issues with Cisco Unified CallManager endpoints
- Describe possible problems to consider, and solutions to try, when you are experiencing authentication issues with the Certificate Authority Proxy Function (CAPF) service
- List possible problems to consider, and solutions to try, when you receive a failure message upon entering an authentication string on a Cisco Unified IP phone
- List possible problems to consider, and solutions to try, when locally significant certificate (LSC) validation fails on a Cisco Unified IP phone
- Troubleshoot locked security tokens
Lesson 4: Troubleshooting Database Replication Issues
- Review the basics of database replication on Cisco Unified CallManager 4.x and Cisco Unified CallManager 6.x
- Explain how to diagnose database replication issues with Cisco Unified CallManager 6.x
- Explain how to diagnose database replication issues with Cisco Unified CallManager 4.x
- Resolve database replication issues in Cisco Unified CallManager
- Explain the procedure to re-create the database relationship between the publisher and one or more subscribers in Cisco Unified CallManager 6.x
- Explain the procedure to re-create the database relationship between the publisher and one or more subscribers in Cisco Unified CallManager 4.x
Lesson 5: Troubleshooting LDAP Replication Issues
- Describe the LDAP integration options of Cisco Unified CallManager 4.x
- Explain issues that can occur with the integration of the DC-Directory service of Cisco Unified CallManager 4.x
- Explain the procedure to reinitialize the LDAP replication of Cisco Unified CallManager 4.x
- Explain why you may have problems modifying the DC-Directory database of Cisco Unified CallManager 4.x
- Troubleshoot possible issues when Cisco Unified CallManager is integrated with Microsoft Active Directory
- Describe the directory synchronization options of Cisco Unified CallManager 5.x
- Explain the procedure to resolve Informix database synchronization issues in Cisco Unified CallManager 5.x
- Explain the procedure to resolve synchronization issues with Cisco Unified CallManager 5.x when it is integrated with Active Directory
Lesson 6: Troubleshooting Common Gateway Registration Issues
- Explain the gateway registration process in a Cisco Unified Communications system and typical issues that you might encounter
- Describe the basic Media Gateway Control Protocol (MGCP) gateway communications to provide a foundation for troubleshooting
- Explain the steps involved in verifying the gateway status and configuration for both Cisco Catalyst 6608 gateways and Cisco IOS MGCP gateways
- View the Cisco Unified CallManager event log and interpret registration errors
- List the common show and debug commands that are used to troubleshoot gateway registration issues
- Explain the steps for troubleshooting when a gateway does not appear as registered in the Cisco Unified CallManager web interface
- Explain issues with H.323 and SIP gateway communication in a Cisco Unified Communications system
Module 3: Troubleshoot Call Setup Issues
Lesson 1: Introducing Call Setup Issues and Causes
- Describe, in overview, the types of issues that cause call setup failure
- Describe the known reasons that calls can fail to set up in a single-site environment
- List reasons why calls placed within a Cisco Unified CallManager cluster can fail
- Describe the common causes of call setup failure between clusters.
Lesson 2: Troubleshooting On-Premises Single-Site Calling Issues
- Describe the focus of this lesson
- Explain how Cisco Unified CallManager collects and analyzes digits
- Describe the typical reasons for call setup to fail for on-premises calls
- Describe how a Cisco Unified Communications system uses partitions to manage calls
- Describe how a Cisco Unified Communications system uses CSS to manage calls
- Troubleshoot the common causes of single-site call setup failures
- Explain the possible causes of one-way call setup
- Explain the possible causes and recommended actions in the event of a call-forwarding failure
- Explain the possible causes and recommended actions in the event that a call that is supposed to be forwarded to voice mail is not forwarded
Lesson 3: Troubleshooting Offsite Call Issues
- Describe some of the most common sources of issues when placing calls offsite
- Describe the troubleshooting procedure that you can use to troubleshoot MGCP, H.323, and SIP gateways
- Explain how a Cisco IOS voice gateway performs digit analysis and dial-peer matching, including how the gateway performs inbound and outbound dial-peer matching
- Explain how incorrect discard digits instructions (DDIs) may cause calls to the public switched telephone network (PSTN) to fail due to incorrect or incomplete digits
- Explain the procedure to ensure that Cisco Unified CallManager and the gateway are correctly set up with respect to route patterns, route groups, route lists, and class of service (CoS)
- Troubleshoot the common voice issues involving caller ID, lack of ringback, dead air, one-way audio, dropped calls, PSTN call failures, WAN call failures, and second dial tone functions, and provide possible solutions
Lesson 4: Troubleshooting Intercluster Dial Plan Issues
- Describe the issues related to call setup that are unique to multiple-site deployments
- Explain the issues related to call setup and an overlapping dial plan and how to correct the issues
- Explain the issues that can occur when offsite call setup to another cluster is failing
- Explain how to avoid codec mismatches that can cause remote calls to drop immediately
Lesson 5: Troubleshooting Gatekeepers in a Cisco Unified Communications System
- Describe how a gatekeeper can be deployed and the functions that are performed by the gatekeeper infrastructure
- Describe the types of RAS messages used by the H.323 gatekeeper
- List the common show and debug commands that are used to troubleshoot gatekeeper issues
- Troubleshoot discovery and registration issues
- Troubleshoot call admission issues
- Troubleshoot gatekeeper clustering and alternate gatekeeper issues
Module 4: Troubleshoot Voice and Video Quality Issues
Lesson 1: Defining Common Voice and Video Quality Issues
- Describe the quality issues from which a Cisco Unified Communications system may potentially suffer
- Explain the negative effects on voice and video that a lack of bandwidth will cause and how to address these issues
- Explain how end-to-end delay will affect voice and video traffic and how to manage it
- Demonstrate how jitter can have an adverse impact on QoS in a network and describe ways to manage jitter so that QoS is not affected
- Explain how packet loss can have an adverse impact on QoS in a network and describe ways to manage packet loss so that QoS is not affected
- Describe the QoS traffic requirements for voice, video, and data traffic
- Define what a QoS policy is
- Describe the steps to create a QoS policy
- Describe LAN QoS considerations
Lesson 2: Troubleshooting VoIP Quality Problems
- Describe things to consider when troubleshooting voice and video quality
- Describe questions to ask, and tools to use, when troubleshooting VoIP quality problems
- Describe how Layer 2 switching issues can cause quality problems and diagnose and troubleshoot these problems
- Describe what gateway issues can result in VoIP quality problems, and diagnose and resolve these issues
- Describe how and when to use the QRT
- Resolve VoIP quality issues when given symptoms and information gathered about the problem
- Explain how VAD can impact voice quality and how issues related to VAD can be resolved
Lesson 3: Troubleshooting Echo
- Give an overview explanation of echo in a Cisco Unified Communications system
- Describe the sources and types of echo
- Explain the function of the echo canceller
- List the techniques for measuring echo on different platforms
- Describe how to adjust levels for solving echo issues
Lesson 4: Troubleshooting Quality Problems of Cisco Unified Video Advantage
- Describe the common quality issues that can occur with Cisco Unified Video Advantage and how to diagnose and resolve them
- Verify the CPU speed of a PC in the event of an aborted installation of Cisco Unified Video Advantage
- Prevent the CPU on a PC from throttling to a lower speed so that the Cisco Unified Video Advantage installation will not abort
- Configure the IP phone in Cisco Unified CallManager for Cisco Unified Video Advantage to work
- Explain how to configure a PC to issue a complete memory dump in order to properly capture a “blue screen of death”
- Troubleshoot the Microsoft Windows “USB Out of Bandwidth” error message from Cisco Unified Video Advantage
- Troubleshoot the causes of remote video loss
- Describe how to view Cisco Audio Session Tunnel traces
Module 5: Application Integration and Media Resource Issues.
Lesson 1: Troubleshooting Common Cisco Unity Integration Issues
- Describe how MWIs work when operating correctly
- Troubleshoot when an MWI does not turn on or off appropriately
- Describe the possible issues that can cause the MWI to be delayed in turning on or off, and possible solutions to these issues
- Troubleshoot call transfer problems
Lesson 2: Troubleshooting CTI Issues
- Provide an overview explanation of CTI
- Describe how CTI is implemented in Cisco Unified CallManager
- Explain the difference between JTAPI and TSP-based applications as supported by Cisco Unified CallManager
- Identify CTI devices, such as IP phones, CTI route points, and CTI ports, that are controlled by the Cisco Unified CallManager CTI Manager
- Explain how Cisco Unified CallManager CTI Manager uses CTIQBE to communicate between devices and applications
- Explain how applications interact with devices in a call flow through CTI route points and ports
- Troubleshoot situations where Cisco Unified CallManager CTI Manager fails to log in
- Troubleshoot situations in which JTAPI or TSP fails
Lesson 3: Troubleshooting Media Resources
- Give an overview explanation of the function of media resources
- Explain the common issues that can cause hardware-based MTP, transcoding, and conferencing issues
- Explain the common issues that can cause software-based MTP, annunciator, MOH, and conferencing issues
Hands-on Lab Exercises
- Lab 1-1: Lab Discovery and Phone Configuration
- Lab 1-2 Using TUC Tools
- Lab 2-1: Trouble Ticket 1
- Lab 2-2: Trouble Ticket 2
- Lab 2-3: Trouble Ticket 3
- Lab 2-4: Trouble Ticket 4
- Case Study 2-5: Troubleshoot LDAP Synchronization Issues for Cisco Unified CallManager
- Lab 2-6: Trouble Ticket 6
- Case Study 2-7: Troubleshoot Database Replication Issues for Cisco Unified CallManager
- Lab 2-8: Trouble Ticket 8
- Lab 3-1: Trouble Ticket 1
- Lab 3-2: Trouble Ticket 2
- Lab 3-3: Trouble Ticket 3
- Lab 3-4: Trouble Ticket 4
- Lab 3-5: Trouble Ticket 5
- Lab 3-6: Trouble Ticket 6
- Lab 3-7: Trouble Ticket 7
- Lab 3-8: Trouble Ticket 8
- Lab 3-9; Trouble Ticket 9
- Lab 3-10, Trouble Ticket 10
- Lab 4-1: Trouble Ticket 1
- Lab 4-2: Trouble Ticket 2
- Lab 4-3: Trouble Ticket 3
- Lab 4-4: Trouble Ticket 4
- Lab 5-1: Trouble Ticket 1
- Lab 5-2: Trouble Ticket 2
- Lab 5-3: Trouble Ticket 3
- Lab 5-4: Trouble Ticket 4
- Lab 5-5: Trouble Ticket 5
- Lab 5-6: Trouble Ticket 6
Certification Path
Required Exam(s) |
Recommended Training |
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642-426 |
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Current Technologies Computer Learning Center is an authorized VUE Cisco Testing Center .
Registration Information
For more Information or Registration for Cisco Troubleshooting Unified Communications (TUC) or Redeeming Cisco Learning Credits
Contacts Us
EMail: Sales@ctclc.com
Phone: (219) 764-3800