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Cisco IP Telephony Troubleshooting Guide for Cisco CallManager Release 3.0(1) 

 

© 2000 Cisco Systems, Inc.    

 

                         1 

Cisco IP Telephony Troubleshooting Guide  

for Cisco CallManager Release 3.0(1) 

Contents 

Purpose ............................................................................................................................................ 4 
Version ............................................................................................................................................ 4 
Topology ......................................................................................................................................... 4 

Documentation Checklist ............................................................................................................ 5 

Glossary of Terms ........................................................................................................................... 6 
Tools and Utilities to Monitor and Troubleshoot Cisco CallManager.......................................... 10 

Cisco CallManager Administration Details .............................................................................. 10 
Microsoft Performance.............................................................................................................. 11 

Opening Microsoft Performance ........................................................................................... 11 
Customizing Performance ..................................................................................................... 11 

Microsoft Event Viewer ............................................................................................................ 12 

Opening Event Viewer .......................................................................................................... 12 
Detailed Information about Events ....................................................................................... 13 

SDI Trace .................................................................................................................................. 13 

SDI Trace Output .................................................................................................................. 13 
Configuring Traces................................................................................................................ 14 

SDL Trace ................................................................................................................................. 15 

Enabling SDL Trace.............................................................................................................. 15 
Disk Space Warning.............................................................................................................. 17 

Sniffer Trace.............................................................................................................................. 18 

Sniffer Trace Applications .................................................................................................... 18 

Call Detail Records (CDR) and Call Management Records (CMR) ........................................ 18 

Enabling or Disabling CDRs................................................................................................. 19 
CDRs ..................................................................................................................................... 20 
Diagnostic CDRs (Also Known As CMRs).......................................................................... 20 

Problem Categories ....................................................................................................................... 21 

Voice Quality ............................................................................................................................ 21 

Lost or Distorted Audio......................................................................................................... 21 
i Button Help ......................................................................................................................... 24 
Crackling ............................................................................................................................... 25 
Check Your Loads................................................................................................................. 25 
Echo....................................................................................................................................... 25 

Check Your Loads............................................................................................................. 26 

One-Way Audio or No Audio ............................................................................................... 26 
MTP and One-Way Audio .................................................................................................... 27 

Phone Resets ............................................................................................................................. 27 
Dropped Calls............................................................................................................................ 28 

Check Your Loads................................................................................................................. 31 

Cisco CallManager Feature Issues ............................................................................................ 31 

Codec/Regions: Codec Mismatch ......................................................................................... 31 
Locations ............................................................................................................................... 32 

Summary of Contents for 30 VIP

Page 1: ...2 Opening Event Viewer 12 Detailed Information about Events 13 SDI Trace 13 SDI Trace Output 13 Configuring Traces 14 SDL Trace 15 Enabling SDL Trace 15 Disk Space Warning 17 Sniffer Trace 18 Sniffer Trace Applications 18 Call Detail Records CDR and Call Management Records CMR 18 Enabling or Disabling CDRs 19 CDRs 20 Diagnostic CDRs Also Known As CMRs 20 Problem Categories 21 Voice Quality 21 Lost...

Page 2: ... Call Flow 54 Cisco CallManager Initialization Process 55 Self Starting Processes 56 Cisco CallManager Registration Process 57 Cisco CallManager KeepAlive Process 58 Cisco CallManager Intra Cluster Call Flow Traces 59 Cisco IP Phone to Cisco IOS Gateway Calls 63 Sample Topology 63 Call Flow Traces 63 Debug Messages and Show Commands on the Cisco IOS Gatekeeper 66 Debug Messages and Show Commands o...

Page 3: ... Logged By Call Type 86 Normal Calls Cisco IP Phone to Cisco IP Phone 87 Abandoned Calls 87 Forwarded or Redirected Calls 87 Calls With Busy or Bad Destinations 87 Call Management Records Logged By Call Type 88 Normal Calls 88 Abandoned Calls 88 Forwarded Calls 88 Calls With Busy or Bad Destinations 88 Codec Types Compression Payload types 89 Cause Codes 89 Alarms 91 Unable to write CDR data Alarm...

Page 4: ... document are written for Cisco CallManager Release 3 0 1 unless otherwise stated Topology It is very important to have an accurate topology of the network that contains the ports to which various components are connected such as VLANs routers switches gateways and so on Having a well documented topology will assist you in troubleshooting problems with the system You need to ensure that you have a...

Page 5: ...t of bandwidth CIR in the case of frame relay Note The Cisco IP Phone 7960 has a 10 100 switched network port and a 10 100 PC port Cisco does not support cascading phones off of the PC port We do not recommend attaching both the network and PC ports to a switch thereby creating a physical loop in the network Any WAN interface will require special consideration since this is a potential source of c...

Page 6: ...all and NY911 Partitions so that if the user tries to dial an international number it won t find a match and the call can t be routed CCAPi Call Control API Used by Cisco IOS to handle VoIP call processing CCO Cisco Connection Online http www cisco com Provides the latest information on Cisco products technical support information and technical documentation CDR Call Detail Record Information abou...

Page 7: ...TP H 245 An ITU standard that governs H 245 endpoint control H 323 Extension of ITU T standard H 320 that enables videoconferencing over LANs and other packet switched networks as well as video over the Internet Half Duplex Capability for data transmission in only one direction at a time between a sending station and a receiving station BSC is an example of a half duplex protocol Hookflash Short o...

Page 8: ...nt the Route List allows Cisco CallManager to hunt through a list of Route Groups in a configured order of preference Multiple Route Lists can point to the same Route Groups Route Pattern A specific number or more commonly a range of dialed numbers that will be used to route calls to a device such as a Cisco Access DT 24 Gateway or a voice capable router or indirectly via a Route List For example ...

Page 9: ...Manager has a Translation Pattern set up for 919 392 3XXX This pattern translates the leading 919 392 3 simply to 2 while leaving the remaining digits intact Then the call is routed to the appropriate Cisco IP Phone Translation Patterns are used only for true translations and should not be used for simple digit stripping and prefixing UDP User Datagram Protocol Connectionless transport layer proto...

Page 10: ...nd troubleshoot Cisco CallManager Cisco CallManager Administration Details Cisco CallManager Administration provides version information for the system database and other components On the opening page press the Details button and write down the versions in use A more detailed explanation of Cisco CallManager Administration is available at the following location http www cisco com univercd cc td d...

Page 11: ...me or the number of calls currently passing through a specific gateway Performance shows both general and Cisco CallManager specific status information in real time Opening Microsoft Performance To open Performance on the server PC running Cisco CallManager click Start Settings Control Panel Administration Tools Performance Customizing Performance The Performance monitor must be customized to view...

Page 12: ...database where it gets the trace configuration it will add errors to the Event Viewer The Event Viewer is the only place where these types of errors will appear The following illustration shows the application logs running on a Windows NT Server Opening Event Viewer To open the Event Log on the server PC running Cisco CallManager click Start Settings Control Panel Administrative Tools Event Viewer...

Page 13: ...l list the network address of the Cisco CallManager s and the TCP connection port When observing SDI traces notice that C class and routine names are included with most trace lines Most routines associated with the serving of a particular request include the thread ID in a standard format SDI traces will be explained in detail in the case studies in the appendices SDI Trace Output SDI traces gener...

Page 14: ...isco CallManager Administration trace configuration interface You must enable the trace choose the level on information needed and check the user mask to obtain the desired level of information If the trace is not configured properly it will generate a large amount of information making it very difficult to isolate problems The following section explains how to properly configure a useful trace Co...

Page 15: ...e set to SDI_LEVEL_ERROR SDL Trace Cisco engineers use SDL traces to find the cause of an error You are not expected to understand the information contained in an SDL trace However while working with TAC you may be asked to enable the SDL trace and provide it to the TAC SDL trace files can be saved to local directories the Windows NT Event Viewer and CiscoWorks 2000 To avoid any performance degrad...

Page 16: ...rnatively the trace files can be sent to an event log or to CiscoWorks 2000 SDL flag bits described in the following table are set in the Service Service Parameters area in Cisco CallManager Administration Following are two examples of desired values based on the particular problem The recommended value for normal call debugging is SdlTraceTypeFlags 0x00000b04 The recommended value for low level d...

Page 17: ...ce Service Parameters area in Cisco CallManager Administration Following are two examples of desired values based on the particular problem The recommended value for normal system debugging is SdlTraceDataFlags 0x110 The recommended value when tracking problems with SDL links is 0x13D non compacted trace if a compact trace is desired bit 0x200 must be set It can be set in combination with any othe...

Page 18: ...m rnd products netman netmgt htm W G Domino Analyzer http www wwgsolutions com products domino domino html Call Detail Records CDR and Call Management Records CMR Call Detail Record CDR is a reporting option that logs every call made or attempted from any Cisco IP Phone There are two kinds of CDRs basic CDRs and Diagnostic CDRs or CMRs Once enabled you can open CDRs or Diagnostic CDRs CMRs in the ...

Page 19: ...ger Administration CDR processing can be enabled and disabled at any time while the system is in operation You do not need to restart Cisco CallManager for the enabling or disabling of CDRs to take effect The system will respond to all changes within a few seconds CMR or diagnostic data is enabled separately from CDR data CMR data will not be generated unless both CDRs and Call Diagnostics are ena...

Page 20: ...tination IP address call duration and so on CDRs can help you troubleshoot phone problems For example if a user reports a problem with a call occurring at a specific time you can consult the CDRs that occurred around the time indicated to learn additional information about that call and others CDRs are commonly used for billing Diagnostic CDRs Also Known As CMRs Diagnostic CDRs provide detailed ca...

Page 21: ...one Network To properly troubleshoot voice quality issues you must consider the infrastructure and all the devices for drops and delays Lost or Distorted Audio One of the most common problems encountered is a breaking up of audio often described as garbled speech or a loss of syllables within a word or sentence There are two common causes for this packet loss and or jitter Packet loss means that a...

Page 22: ...ices you need to look at more carefully Next if is often best to disable silence suppression also known as Voice Activation Detection or VAD if this hasn t been done already This mechanism does save bandwidth by not transmitting any audio when there is silence but may cause noticeable clipping at the beginning of words that may be unacceptable You can disable this in Cisco CallManager Administrati...

Page 23: ...poor voice quality is the Diagnostic Call Detail Records CDRs See the CDR section in the Problem Categories section above or Appendix D for more information about CDRs Then values for jitter and latency can be retrieved for all calls but only after the call has terminated Following is a sample Diagnostic CDR CallDetailRecordDiagnostic is the actual table name The number of packets sent receive los...

Page 24: ...e For example a router may have a 100 Mb fast Ethernet interface connected to the LAN and a slow frame relay for example connected to the WAN If the poor quality occurs only when communicating to the remote site only the remote site may be reporting the poor voice quality while in the other direction everything appears to be fine then the most likely causes of the problem include The router has no...

Page 25: ... also always check the phones and gateways to ensure the latest software loads are in use When in doubt check CCO Cisco Connection Online at www cisco com for the latest software loads new patches or release notes relating to the problem Echo Echo also known as talker echo occurs when a talker s speech energy transmitted down the primary signal path is coupled into the receive path from the far en...

Page 26: ...alls should have external echo chancellors built into the network at the Central Office This is one of the reasons why it is important to note the external phone number of a call that experiences echo Check Your Loads Gateway and phone loads should be verified Check CCO Cisco Connection Online at www cisco com for the latest software loads new patches or release notes relating to the problem One W...

Page 27: ...ers are reset Remember that Silence Suppression must be disabled on both devices for the TX and RX counters to stay equal Disabling Silence Suppression system wide will not affect Cisco IOS Gateways MTP and One Way Audio If you are using Media Termination Point MTP in a call to support supplementary services such as hold and transfer with H 323 devices that do not support H 323 version 2 check to ...

Page 28: ...race to determine if there are any TCP retries occurring If so this indicates a network problem The trace may show some consistencies in the resets such as the phone resetting every seven days This might indicate DHCP lease expiration every seven days this value is user configurable could be every two minutes etc Dropped Calls Dropped calls occur when a call is prematurely terminated You can use C...

Page 29: ...ne that resets In this case the problem is often that the phone cannot keep its TCP connection to the Cisco CallManager alive so the Cisco CallManager resets the connection This may be because a phone was turned off or there may be a problem in the network If this is an intermittent problem it may be useful to use Microsoft Performance to record phone registrations ...

Page 30: ...ough a certain gateway such as a Cisco Access DT 24 then the best course of action is to enable tracing and or view the Call Detail Records CDR The CDR files will give a Cause Of Termination COT that may help determine the cause of the problem See the CDR section in the Problem Categories section above or Appendix D for more information about CDRs ...

Page 31: ... Hoc conference resources has been exceeded The result would be a dropped call when the user attempted to initiate the conference feature This could appear to be a Cisco CallManager feature issue when in fact it is a problem with the number of available conference resources The number of times a conference resource was required but not available is one of the counters logged in Microsoft Performan...

Page 32: ...k Conference Bridge Use the following information to help troubleshooting a No Conference Bridge available problem This could be either software or a hardware problem First check to see if you have any available Conference Bridge resources registered with Cisco CallManager either software or hardware To do so you can use Microsoft Performance to check the number of Unicast AvailableConferences The...

Page 33: ...n NonLinearProcessing 4 1 disabled disabled Second check the maximum number of users configured in the conference Ad Hoc or Meet Me to determine if the problem occurred because this number was exceeded Transcoding Problems If you have installed a hardware transcoder in the Cisco Catalyst 6000 8 Port Voice T1 E1 and Services Module and it doesn t work as expected meaning you cannot make calls betwe...

Page 34: ...t Mask 4 2 disable 00 10 7b 00 0f b1 10 200 72 32 255 255 255 0 Port Call Manager s DHCP Server TFTP Server Gateway 4 2 10 200 72 25 10 200 72 25 Port DNS Server s Domain 4 2 0 0 0 0 Port CallManagerState DSP Type 4 2 registered C549 Port NoiseRegen NonLinearProcessing 4 2 disabled disabled Note The same E1 port cannot be configured for both Conference Bridge and Transcoder MTP In order to make a ...

Page 35: ...he regions G 723 is used because both endpoints support it and it uses less bandwidth than G 729 If a Cisco uOne voicemail system is added which only supports G 711 or a Cisco IOS router configured for G 711 to Region1 then a transcoding device must be used if calling from Region2 If none is available then the call will fail MTP Resource Problems An MTP resource problem could be the culprit if a c...

Page 36: ... SDI file 15 22 23 848 Cisco CallManager MediaManager 40 started 15 22 23 848 Cisco CallManager MediaManager wait_AuConnectRequest 15 22 23 848 Cisco CallManager MediaManager wait_AuConnectRequest Transcoder Enabled 15 22 23 848 Cisco CallManager MediaManager wait_AuConnectRequest party1 16777357 party2 16777358 proxies 1 connections 2 current proxies 0 15 22 23 848 Cisco CallManager MediaManager ...

Page 37: ...ciated with have Calling Search Spaces They will be combined when making a call For example if line instance 1000 has a Calling Search Space of AccessLevelX and the Cisco IP Phone that has extension 1000 configured on it has AccessLevelY as its Calling Search Space then when making a call from that line appearance Cisco CallManager will search through partitions contained in Calling Search Space A...

Page 38: ...oundStim OffHookMessageID tcpHandle 0x6b88028 08 38 54 968 Cisco CallManager StationD stationOutputDisplayText tcpHandle 0x6b88028 Display 5000 08 38 54 968 Cisco CallManager StationD stationOutputSetLamp stim 9 Line instance 1 lampMode LampOn tcpHandle 0x6b88028 08 38 54 968 Cisco CallManager StationD stationOutputCallState tcpHandle 0x6b88028 08 38 54 968 Cisco CallManager StationD stationOutput...

Page 39: ..._NC_Hardwood RTP_NC_Woodland Local_RTP Therefore the phone was sent Reorder Tone 08 38 58 734 Cisco CallManager StationInit InboundStim OffHookMessageID tcpHandle 0x6b88028 08 38 58 734 Cisco CallManager StationD stationOutputDisplayText tcpHandle 0x6b88028 Display 5000 08 38 58 734 Cisco CallManager StationD stationOutputSetLamp stim 9 Line instance 1 lampMode LampOn tcpHandle 0x6b88028 08 38 58 ...

Page 40: ...ng Plan in a route pattern such as the Area Code Partitions and Calling Search Spaces are an integral part of security and are especially useful for multi tenant environments and creating an individual user level Filtering is a subset of the Calling Search Space Partition concept that can add additional granularity to the security plan This is an extension to the Dial Plan section above Be advised...

Page 41: ...TPLocalPT Route CiscoRTPLocalRL 9 CiscoDallasLocalPT Route CiscoDallasLocalRL 9 CiscoRTPIntlPT Route CiscoRTPIntlRL 9 CiscoDallasLongDistPT Route CiscoDallasLongDistRL 9 CiscoRTP911PT Route CiscoRTP911RL 9 CiscoRTPLongDistPT Route CiscoRTPLongDistRL 9 CiscoTollByPassToDallasPT Route CiscoTollByPassToDallasRL 9 CiscoDallasIntlPT Route CiscoDallasIntlRL 9 CiscoDallas911PT Route CiscoDallas911RL 9 Ci...

Page 42: ...mpting to make a restricted call or call a number that has been blocked A reorder tone may occur if the dialed number is out of service or if the PSTN has an equipment or service problem Check to be sure the device giving the reorder tone has registered Also check your dial plan configuration to ensure that the call can be successfully routed Steps for troubleshooting reorder tones through gateway...

Page 43: ...ery rapidly then the gateway software is not running Normally this will result in an automatic reset of the gateway Also it is normal for the gateway to reset itself if it cannot complete the registration process after about 2 to 3 minutes So you may happen to look at the heartbeat LED while the device is resetting but if the normal blinking pattern does not appear in 10 to 15 seconds then the gat...

Page 44: ...le 7 and it only has a single 860 processor so it is port 1 The command we would issue is tracy_start 7 1 The following output is actually from the 860 console port on the gateway board itself however the output of the tracy command is nothing more than a remote copy of the 860 console port C i s c o S y s t e m s CAT6K Analog Gateway ELVIS APP Version A0020300 DSP Version A0030300 Built Jun 1 200...

Page 45: ... the NMP command set for the Catalyst gateways and available as a helper application that runs on Windows 98 NT 2000 for the standalone gateways To use the helper application tracy utility you need to Connect to the gateway by using the IP address to which it is assigned This tracy application works on all the gateways provides a separate trace window for each gateway up to eight may be traced at ...

Page 46: ...ning Also check the TFTP trace on the Cisco CallManager as well Another common problem is that the gateway is not configured correctly on the Cisco CallManager A typical error is entering and incorrect MAC address for the gateway If this is the case for a Catalyst 6000 gateway you will probably get the following messages on the NMP console every two minutes 2000 Apr 14 19 24 08 SYS 4 MODHPRESET Ho...

Page 47: ...SG CCM 0 CPEvent LOAD_UPDATE CPState LoadResponse In this case you can see that the gateway is requesting application load A0021300 although the correct load name would be A0020300 For a Catalyst 6000 gateway the same problem can occur when a new application load needs to get its corresponding DSP load as well If the new DSP load is not found a similar message will appear The following shows the o...

Page 48: ..._ACK GWState RegActive 00 01 51 300 GMSG CCM 0 CPEvent REGISTER_REQ CPState SentRegister 00 01 51 890 GMSG CCM 0 CPEvent LOADID CPState LoadResponse The difference here is that the gateway gets stuck in the LoadResponse stage and eventually times out This problem can be resolved by correcting the load file name in the Device Defaults area of Cisco CallManager Administration Gatekeeper Problems Bef...

Page 49: ... Configuration issues on the gatekeeper should be the primary focus when the gatekeeper is issuing a RRJ However here are the general guidelines for troubleshooting 1 Verify IP connectivity from the gateway to the gatekeeper 2 Show gatekeeper status verify the gatekeeper state is up 3 Is there a zone subnet defined on the gatekeeper If so verify that the subnet of the gateway is in the allowed sub...

Page 50: ...gers in Cluster 1 are called CCM3 and CCM4 while the two Cisco CallManagers in Cluster 1 are named CCM1 and CCM2 The traces collected for this case study are from CCM1 which is located in Cluster 2 The call flow is based on the two Cisco IP Phones in Cluster 2 The IP addresses of these two Cisco IP Phones are 172 16 70 230 directory number 1000 and 172 16 70 231 directory number 1001 respectively ...

Page 51: ... s MAC address is SEP0010EB001720 and the second Cisco IP Phone uses the IP address 172 16 70 231 it s MAC address is SEP003094C26105 5 All cnf files include IP address es of the primary and secondary Cisco CallManager s The Cisco IP Phone uses the IP address to contact the primary Cisco CallManager and register 6 Once the Cisco IP Phone has connected and registered with Cisco CallManager the Cisc...

Page 52: ...one to inform Cisco CallManager of its existence and to make calling possible The following figure shows the different messages that are exchanged between the Cisco IP Phone the station and the Cisco CallManager StationRegister StationReset Call Manager Skinny Client StationIpPort StationRegisterAck Additional Optional Messages StationVersionReq StationVersionRes StationButtonTemplateReq StationBu...

Page 53: ...he station sends this message to Cisco CallManager in response to a Station Capabilities Request The station s capabilities are cached in the Cisco CallManager and used to negotiate terminal capabilities with an H 323 compliant Terminal Station Button Template Request The station sends this message to request the button template definition for that specific terminal or Cisco IP Phone Station Butto...

Page 54: ...e following figure shows a sample exchange of messages between two Skinny Stations The Skinny Station or Cisco IP Phone initiates a connection to the Cisco CallManager and then Cisco CallManager performs digit analysis before opening a control session with the destination Skinny Station As the following diagram indicates the Skinny Station messages are written using simple English so they can be r...

Page 55: ...itialization process on one of the Cisco CallManagers in this case CCM1 Review the descriptions of each message below The first message indicates Cisco CallManager started its initialization process SC CM SC Station OffHook Station Set Lamp Steady Station Start Tone Inside Dial Tone Station Stop Tone Station Keypad Button Station Keypad Button Station Keypad Button Station Off Hook Station Call In...

Page 56: ...that the route lists are not functioning and are unusable To troubleshoot this problem you would monitor these traces to determine whether the Cisco CallManager has started RoutePlanManager and if it is trying to load the RouteLists In the sample configuration below RouteListName ipwan and RouteGroupName ipwan are loading and starting 16 02 51 031 CCM MulicastPointManager Started 16 02 51 031 CCM ...

Page 57: ... 52 250 CCM DeviceManager Statically Initializing Device DeviceName 172 16 70 245 Cisco CallManager Registration Process Another important part of the SDI trace is the registration process When a device is powered up it gets information via DHCP connects to the TFTP server for its cnf file and then connects to the Cisco CallManager specified in the cnf file The device could be an MGCP Gateway a Sk...

Page 58: ...ationInit Processing StationReg regCount 1 DeviceName SEP003094C26105 TCPHandle 0x4fbbc30 Socket 0x5a4 IPAddr 172 16 70 231 Port 52095 StationD 1 85 1 16 02 57 093 CCM StationInit InboundStim IpPortMessageID 32715 0x7fcb tcpHandle 0x4fbbc30 Cisco CallManager KeepAlive Process Both the station device or service and the Cisco CallManager use the following messages to maintain a knowledge of the comm...

Page 59: ...ere is no calling number at this point because the user has not tried to dial any digits The information below is in the form of Skinny Station messages between the Cisco IP Phones and the Cisco CallManager 16 05 41 625 CCM StationInit InboundStim OffHookMessageID tcpHandle 0x4fbbc30 16 05 41 625 CCM StationD stationOutputDisplayText tcpHandle 0x4fbbc30 Display 1001 The next trace shows Skinny Sta...

Page 60: ...ionOutputSelectSoftKeys tcpHandle 0x4fbbc30 16 05 42 890 CCM Digit analysis match fqcn cn 1001 pss dd 1 16 05 42 890 CCM Digit analysis potentialMatches PotentialMatchesExist 16 05 43 203 CCM StationInit InboundStim KeypadButtonMessageID kpButton 0 tcpHandle 0x4fbbc30 16 05 43 203 CCM Digit analysis match fqcn cn 1001 pss dd 10 16 05 43 203 CCM Digit analysis potentialMatches PotentialMatchesExist...

Page 61: ...nformation to the calling party s Cisco IP Phone Again the tcpHandle is used to differentiate between Cisco IP Phones 16 05 43 578 CCM StationD stationOutputCallInfo CallingPartyName 1001 CallingParty 1001 CalledPartyName CalledParty 1000 tcpHandle 0x4fbbc30 16 05 43 578 CCM StationD stationOutputCallInfo CallingPartyName 1001 CallingParty 1001 CalledPartyName 1000 CalledParty 1000 tcpHandle 0x4fb...

Page 62: ...onInit InboundStim StationOpenReceiveChannelAckID tcpHandle 0x4fbb150 Status 0 IpAddr 0xe64610ac Port 17054 PartyID 2 The following messages are used by Cisco CallManager to order the station to begin transmitting the audio stream to the indicated remote Cisco IP Phone s IP address and port number 16 05 45 265 CCM StationD stationOutputStartMediaTransmission tcpHandle 0x4fbbc30 myIP e74610ac 172 1...

Page 63: ...all will terminate somewhere on the PSTN Sample Topology The following diagram shows the sample topology for this case study Calls are routed through Cisco IOS Gateways and the interface to the PSTN or PBX is either T1 CAS or T1 PRI The gateways can be models 26XX 36XX 53XX or 6K Call Flow Traces This section discusses call flow through examples from the Cisco CallManager trace file CCM000000000 R...

Page 64: ...d 3 15 20 20 078 CCM Digit analysis match fqcn cn 1001 pss dd 33 15 20 20 718 CCM Digit analysis match fqcn cn 1001 pss dd 333 15 20 21 421 CCM Digit analysis match fqcn cn 1001 pss dd 3333 15 20 21 421 CCM Digit analysis analysis results In the following traces the digit analysis has been completed calling and called party has been matched and the information has been parsed CallingPartyNumber 10...

Page 65: ...message Also shown is the mapping of a Cisco IP Phone s hex value to the IP address 172 16 70 231 is the IP address of the Cisco IP Phone 1001 15 20 21 437 CCM StationD stationOutputCallInfo CallingPartyName 1001 CallingParty 1001 CalledPartyName CalledParty 3333 tcpHandle 0x5138d98 15 20 21 453 CCM In Message H225AlertMsg Protocol H225Protocol 15 20 21 953 CCM StationD stationOutputOpenReceiveCha...

Page 66: ...ission tcpHandle 0x5138d98 myIP e74610ac 172 16 70 231 15 20 28 328 CCM In Message H225ReleaseCompleteMsg Protocol H225Protocol Debug Messages and Show Commands on the Cisco IOS Gatekeeper In the previous section the Cisco CallManager SDI trace was discussed in detail In the topology for this case study debug ras has been turned on in the Cisco IOS Gatekeeper The following debug messages show that...

Page 67: ...l number of active registrations 4 Debug Messages and Show Commands on the Cisco IOS Gateway In the previous section the Cisco IOS Gatekeeper show commands and debug outputs were discussed in detail This section focuses on the debug output and show commands on the Cisco IOS Gateway In the topology for this case study calls are going through the Cisco IOS Gateways The Cisco IOS Gateway interfaces t...

Page 68: ...ess_call_setup_ind event 0x617A2B18 handed call to app SESSION Mar 12 04 03 57 193 sess_appl ev 19 CC_EV_CALL_SETUP_IND cid 17 disp 0 Mar 12 04 03 57 193 ccCallSetContext callID 0x11 context 0x61782BBC Mar 12 04 03 57 193 ssaCallSetupInd finalDest cllng 1001 clled 3333 Mar 12 04 03 57 193 ssaSetupPeer cid 17 peer list tag 1 Mar 12 04 03 57 193 ssaSetupPeer cid 17 destPat 3333 matched 4 prefix peer...

Page 69: ...address and port number to Cisco CallManager Sometimes the Cisco IOS Gateway will send the unreachable address which could cause either no audio or one way audio Mar 12 04 03 57 205 h245Address ipAddress Mar 12 04 03 57 205 Mar 12 04 03 57 205 ip AC1046E2 H Mar 12 04 03 57 205 port 011008 Mar 12 04 03 57 205 Mar 12 04 03 57 213 Hex representation of the ALERTING TPKT to send 0300003D0100 Mar 12 04...

Page 70: ... 8 2250 0 2 Mar 12 04 03 59 373 h245Address ipAddress Mar 12 04 03 59 373 Mar 12 04 03 59 377 ip AC1046E2 H Mar 12 04 03 59 377 port 011008 Mar 12 04 03 59 377 Mar 12 04 03 59 389 Hex representation of the CONNECT TPKT to send 03000052080 Mar 12 04 03 59 393 H225Lib h225SetupResponse Q 931 CONNECT sent from socket 1 Mar 12 04 03 59 393 H225Lib h225SetupResponse Q 931 Call State changed to Active M...

Page 71: ...98381 Mar 1 225210 674 ISDN Se115 RX CONNECT pd 8 callref 0x800B Mar 1 225210 678 ISDN Se115 TX CONNECT_ACK pd 8 callref 0x000B Mar 1 225215 058 ISDN Se115 RX DISCONNECT pd 8 callref 0x800B Mar 1 225215 058 Cause i 0x8090 Normal call clearing 225217 ISDN 6 DISCONNECT Int S10 disconnected from unknown call lasted 4 sec Mar 1 225215 058 ISDN Se115 TX RELEASE pd 8 callref 0x000B Mar 1 225215 082 ISDN...

Page 72: ...ddr state tx packets bytes rx packets bytes state IP ip udp rtt time ms pl play gap ms lost lost early late delay last min max ms codec FR protocol int dlci cid vad y n dtmf y n seq y n sig on off codec payload size Tele int tx tot v fax ms codec noise l acom l i o l l dBm 511D 156043737hs 1 645 pid 0 Answer 1001 active tx 1752 280320 rx 988 158080 IP172 16 70 228 18888 rtt 0ms pl 15750 80ms lost ...

Page 73: ... CallManagers There are also Cisco IOS Gateways and a Cisco IOS Gatekeeper in place Inter Cluster H 323 Communication As you can see in the topology the Cisco IP Phone in Cluster 1 is making a call to the Cisco IP Phone in Cluster 2 Inter cluster Cisco CallManager communication takes place using the H 323 Version 2 protocol There is also a Cisco IOS Gatekeeper for admission control The detailed ex...

Page 74: ...ormation has already been explained in the previous case study initialization registration KeepAlive mechanism and so on In this call flow a Cisco IP Phone 2002 located in Cluster 2 is calling a Cisco IP Phone 1001 located in Cluster 1 Remember that you can follow a device through the trace by looking at the TCP handle value time stamp or name of the device The TCP handle value for the device rema...

Page 75: ... Cisco IP Phone 2002 These traces are followed by the disconnect then on hook messages RemoteRtpPortNumber 29626 msecPacketSize 20 compressionType 4 Media_Payload_G711Ulaw64k 16 06 16 515 CCM Device SEP003094C26105 UnRegisters with SDL Link to monitor NodeID 1 16 06 16 515 CCM StationD stationOutputCloseReceiveChannel tcpHandle 0x1c64310 myIP e74610ac 172 16 70 231 16 06 16 515 CCM StationD statio...

Page 76: ...5 36 656 CCM Digit analysis potentialMatches ExclusivelyOffnetPotentialMatchesExist 16 05 36 812 CCM Digit analysis match fqcn cn 1001 pss dd 2000 The digit analysis has now been completed and the results are shown in the following traces It is important to note that the PotentialMatches NoPotentialMatchesExist reference below indicates that the Cisco CallManager is unable to match this directory ...

Page 77: ...er writes CDR records to the SQL database as calls are made in a manner consistent with the configuration of each individual Cisco CallManager This configuration is made via the Service Parameters screen in Cisco CallManager Administration All records are written to the primary database for a cluster If the primary database is not available then they will be written to any of the other backup data...

Page 78: ...CallManager is relying on third party applications to post process the CDR data you should remove the CDR data when all applications are through with the data Since this involves modifying the database the CiscoCCMCDR user should be used If CDR records accumulate to a configured maximum 10 000 000 CDR records then the oldest CDR records will be removed along with related CMR records once a day Whe...

Page 79: ...aced out a gateway the digits dialed to get to the gateway may not be the digits sent to the PSTN The gateway may be intelligent and modify the directory number further If this is the case Cisco CallManager does not know and the CDR will not reflect the actual digits sent OffNet Fields in a Call Detail Record This section defines all fields in the current records The field types are those used by ...

Page 80: ...ents 4 bytes The 4 bytes are in reverse order Intel standard To get the IP address reverse the order of the bytes and convert each byte to a decimal number The resulting 4 bytes represent the 4 byte fields of the IP address in dotted notation Note The database will display it as a negative number when the low byte of the IP address has the most significant bit set Converting IP Addresses For examp...

Page 81: ...t is unique within a cluster dateTimeOrigination Date time of call origination unsigned integer This represents the time that the device originating the call went off hook or the time that an outside call was first recognized by the system it received the Setup message The value is a coordinated universal time UTC value and represents the number of seconds since Midnight 00 00 00 Jan 1 1970 origNo...

Page 82: ...teger This field contains the Codec type compression or payload type that the originator used on the sending side during this call It may be different than the codec type used on its receiving side origMediaCap_maxFramesPerPacket The number of milliseconds of data per packet unsigned integer This field contains the number of milliseconds of data per packet sent to the destination by the originator...

Page 83: ...as not forwarded this Directory Number should always be the same as the finalCalledPartyNumber If the call was forwarded this field contains the original destination of the call before it was forwarded originalCalledPartyNumberPartition Called party s partition up to 50 characters This field contains the partition associated with the called party finalCalledPartyNumber The destination to which the...

Page 84: ...ts sending side during this call It may be different than the codec type used on its receiving side destMediaCap_maxFramesPerPacket The number of milliseconds of data per packet unsigned integer This field contains the number of milliseconds of data per packet sent to the originator by the destination of this call The actual data size depends on the codec type being used to generate the data destM...

Page 85: ... This is the directory number of the device from which these diagnostics were collected directoryNumPartition The partition associated with the directory number This is the partition of the directory number in this record dateTimeStamp Date time of call termination This represents the approximate time that the device went on hook The time is put into the record when the phone responds to a request...

Page 86: ...ds and expressed as an unsigned integer The interarrival jitter J is defined to be the mean deviation smoothed absolute value of the difference D in packet spacing at the receiver compared to the sender for a pair of packets Detailed computation algorithms are found in RFC 1889 The value is zero if the connection was set in send only mode latency The latency experienced during this connection The ...

Page 87: ...First Dest and Final Dest fields and their associated partitions will contain the directory number and partition to which the call would have been extended The Dest Ip field will be blank and the duration will be zero Forwarded or Redirected Calls The call records for forwarded calls will be the same as those for normal calls except for the originalCalledPartyNumber field and the originalCalledPar...

Page 88: ...phone is taken off hook and placed back on hook all fields related to streaming data will be blank zero This is because no streaming connection was established and therefore no data was transferred All records with blank fields will not be logged if the CdrLogCallsWithZeroDurationFlag is disabled Forwarded Calls The call records for forwarded calls will be the same as those for normal calls Calls ...

Page 89: ...56k 80 GSM 81 ActiveVoice 82 G726_32K 83 G726_24K 84 G726_16K Cause Codes The following table provides a list of cause codes that may appear in the Cause fields Cause Code Descriptions Cause Code Description 0 No error 1 Unallocated unassigned number 2 No route to specified transit network national use 3 No route to destination 4 Send special information tone 5 Misdialed trunk prefix national use ...

Page 90: ...r capability not implemented 66 Channel type not implemented 69 Requested facility not implemented 70 Only restricted digital information bearer capability is available national use 79 Service or option not implemented unspecified 81 Invalid call reference value 82 Identified channel does not exist 83 A suspended call exists but this call identity does not 84 Call identity in use 85 No call suspen...

Page 91: ...hich calls were terminated as part of a transfer operation 127 Interworking unspecified Alarms An alarm is issued when CDR or Diagnostic data is enabled and the system is unable to write the data into the database Unable to write CDR data Alarm 1711 Major Alarm The system attempted to open the database and was unsuccessful Probable causes include Cisco CallManager does not have sufficient privileg...

Page 92: ...lable Cisco CallManager Details Topology Logs and Traces you have run during troubleshooting including SDI and SDL traces Stackwalk txt files from the WINNT system32 directory and the Cisco CallManager Trace subdirectory sh tech on Cisco IOS Gateways if applicable sh tech on Cisco CallManager If the problem is with calls through a Cisco IOS Gateway please also provide o debug voice ccapi inout o d...

Page 93: ... records 77 Records logged by call type 86 Removing records 78 Table schema 78 Time values 79 Unable to write CDR data alarm 1711 91 Writing records 77 Call Flow Cisco CallManager intra cluster 59 Cisco IP Phone to Cisco IP Phone Skinny Station message exchange 54 Cisco IP Phone to Cisco IP Phone intra cluster 53 Failed 75 Traces 63 74 Call Management Records CMR 18 77 Abandoned calls logging 88 B...

Page 94: ...ommunication H 323 inter cluster 73 Conference Bridge 32 Crackling 25 D DCF definition 6 D Channel definition 6 Debug Messages Cisco IOS Gatekeeper 66 Cisco IOS Gateway 67 Details Cisco CallManager Administration 10 DHCP definition 6 Diagnostic CDRs See Call Management Records CMR Dial Plan 37 Distorted Audio Problem 21 DN definition 6 DNIS definition 7 DNS definition 7 Domino Analyzer 18 Dropped ...

Page 95: ...k Analyzer 18 No Audio 26 O One Way Audio 26 and Media Termination Point 27 P Partition definition 7 Partitions 38 Payload Types CDRs 89 PBX definition 7 Performance Monitor 11 Customizing 11 Opening 11 Phone Resets 27 PRI definition 8 Problem 21 Admission rejects ARJ 48 Cisco CallManager feature issues 31 Codec Mismatch 31 Conference bridge 32 Crackling audio 25 Dial plans 37 Dropped calls 28 Ech...

Page 96: ...g 17 Security 40 Self Starting Processes 56 SEP definition 8 Show Commands Cisco IOS Gatekeeper 66 Cisco IOS Gateway 67 Show tech Example 40 Output 41 Silence Suppression definition 8 Skinny Station Cisco IP Phone to Cisco IP Phone message exchange 54 Registration process 52 Registration process definitions 53 Sniffer Trace 18 Applications 18 SnifferPro 18 SNMP definition 8 SQL definition 8 T T1 C...

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