Note that although percent CPU of a high-level process can cause sluggish behavior or delayed dial tone, do not infer from this that percent CPU is necessarily always a bad thing.
As of CallManager 3. Look at the percent CPU as a possible symptom but not necessarily the root cause. In this case, you observe the symptoms of sluggish or delayed dial tone and percent CPU utilization and make a correlation between the two. If you encounter an event where you are unable to determine the root cause due to insuf-ficient information, it is a good idea to turn on the appropriate traces to ensure that if the problem reoccurs, you will have enough data to identify the root cause.
Sometimes, several service-affecting problems occur simultaneously. In fact, this is not uncommon, because multiple problems often manifest themselves as symptoms of the same root cause. When multiple problems occur simultaneously, focus on the problem that has the greatest impact on users.
For example, if some users are reporting dropped calls and others are reporting occasional echo, the two problems are probably unrelated. Trouble-shoot the dropped-call problem first because keeping calls connected is more critical than removing the occasional echo on an active call.
You've encountered a problem. The first thing to do is gather as much information about the problem as possible. Half the battle in troubleshooting a problem is determining which piece of the puzzle is the source of the problem. With so many different pieces composing an IP Telephony network, the first step is to isolate the problem and, if multiple problems are being reported, deter-mine which of the problems might be related to each other and which should be identified as separate problems.
You must also determine which parts of the problem are symptoms and which are the root cause of the problem. For example, if a user complains of a phone resetting itself, it might seem logical to first assume that something is wrong with the phone.
However, the problem might lie with CallManager or one of the many routers and switches that make up the un-derlying data network. So although the symptom is a phone reset, the root cause could be a WAN network outage or CallManager failure.
You must always remember to look at the big picture when searching for the root cause and not let the symptoms of the problem lead you in the wrong direction.
To help you visualize the big picture, detailed topology information is essential. You can take many proactive steps to help make the troubleshooting process easier. One of the first lines of defense is possessing current topology information. One of the most im-portant pieces of topology information is a detailed network diagram usually created using Microsoft Visio or a similar application. The network diagram should include network addressing information and the names of all the devices.
It should also clearly show how the devices are interconnected and the port numbers being used for these interconnections. This information will prove invaluable when you try to isolate which components are involved in a particular problem. For medium- to larger-sized networks, you should have a high-level overview topology that gives you a general idea of how things are connected and then several more-detailed dia-grams for each piece of the network that drill down to the interface level on your network devices.
Figure shows a typical high-level topology diagram for a large enterprise IP Telephony network. Notice that device names and IP addresses are listed in the diagram. This makes troubleshooting easier by allowing you to quickly look up devices to access them. Because Figure is a high-level diagram, it does not get down to the interface level of each device.
Most networks are not as large as the one shown in Figure However, no matter the size of your network, a similar topology diagram is very useful for quickly sharing information about your network with others who might be assisting you in troubleshooting. In addition to the network diagram, you should use some method to store information such as IP address assignments, device names, password information, and so on.
For a small network, you can use something as simple as a spreadsheet or even a plain text file. For larger deployments, some kind of database or network management application such as CiscoWorks is recommended. Many customers keep all this topology information on a web server as well, making it quickly and easily accessible to others when it is needed the most. Be sure to keep this information in a secure location. You also need documentation of your dial plan. Some deployments, especially those heavily utilizing toll-bypass, have very complex dial plans.
Knowing where a call is supposed to go just by knowing the phone number and from where it is dialed helps you quickly understand a problem. Interconnection information for all devices, including device names and port num-bers. If any patch panels exist between devices, the port numbers should be listed. IP addressing for all telephony and application servers and voice gateways including data application servers.
Spanning-tree topology, including root bridges for all VLANs and which ports should be forwarding and blocking. If you are troubleshooting a network you didn't design, topology is one of the first pieces of information you should obtain, if it's available.
If a topology drawing is not available, it is a good idea to spend time obtaining this information from someone who is familiar with the network and then making a quick sketch. A general topological understanding of the network or at least the piece of the network in question helps when you're trying to dif-ferentiate the problem from its symptoms. It's necessary when you're trying to isolate the problem to a particular part of the network.
For example, if a user reports hearing choppy audio when making a conference call, it is essential to know exactly where in the network the conference bridge device is located in relation to the user's phone, including all the intermediate network devices. Without a net-work diagram, finding this information could waste precious time.
Assume that the network you are troubleshooting looks like Figure If the user's phone is connected to Access Switch 1A, the other conference participants are on Access Switch 1Z, and the conference bridge device is on Voice Switch 1A, you can see that the number of devices is greatly reduced from or more switches and routers to four or five.
What is worse than not having topology information? Having incorrect topology infor-mation can lead to countless hours heading down the wrong path.
If you're going to keep topology information highly recommended , make sure you keep it current. 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. To further isolate the problem, interview the end users who reported the problem to gather additional information. Information the user provides can be vital to your ability to correct a problem. Try to gather as much detail as possible on exactly what the problem is.
Often when troubleshooting a problem, you might realize that what you've been troubleshooting for hours is not really the problem the user encountered. Here is some general information to collect from users:. Phone numbers for all parties involved in the problematic call or calls.
You can use this as search criteria if you need to look through traces. Troubleshooting Call Preservation Issues. Understanding Codec Selection. Transcoder Resources. Conference Bridge Devices. Understanding MOH. Troubleshooting Data Points. Troubleshooting MOH. Cisco Unity. SMDI Integration. Cisco CallManager Attendant Console.
Cisco Personal Assistant. Cisco IP SoftPhone. Cisco IP Phone Services. Cisco Conference Connection. Cisco Emergency Responder ER. Understanding the Publisher-Subscriber Model. Correcting Replication Errors. CDR Replication Issues. Directory Integration Versus Directory Access. Using the CallManager Embedded Directory.
Understanding and Troubleshooting Active Directory Integration. Understanding and Troubleshooting Netscape iPlanet Integration. Download - KB -- Index. Download the errata.
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The lighting conditions within the field of view of the camera affect the brightness of the video. When the resolution of the received video is grainy, the user may perceive that the video quality is poor. However, this does not cause video distortion or artifacts. Blocky or distorted video is generally a symptom of a degraded network.
Endpoints that do not closely adhere to video transmission standards can also cause blocky or distorted video. Frame rates of fewer than 15 fps result in slow-moving video. When at least one person in a call does not receive audio, IP connectivity between phones is not established. Check the configuration of routers and switches to ensure that IP connectivity is properly configured. Check the AvgJtr and the MaxJtr statistics. A large variance between these statistics might indicate a problem with jitter on the network or periodic high rates of network activity.
Poor quality occurs with tandem audio encoding. Tandem encoding can occur when calls are made between an IP Phone and a digital cellular phone, when a conference bridge is used, or in situations where IP-to-IP calls are partially routed across the PSTN. In these cases, use of voice codecs such as G. Use the G. The following sections help troubleshoot general telephone call problem. Phones without an LCD display play the reorder tone instead of dial tone in the handset when the user attempts to make a call.
The user complains that numbers are missed or delayed when the keypad is used. Pressing the keys too quickly can result in missed or delayed digits. These procedures can be used to identify and correct problems.
The phone directory number or numbers remain in the Cisco Unified Communications Manager database. They are called unassigned DNs and can be used for other devices. You can use the Route Plan Report to view and delete unassigned reference numbers. A service must be activated before it can be started or stopped. The window displays the service names for the server that you chose, the status of the services, and a service control panel to start or stop a service.
Each IP Phone should connect directly to a switch port. If phones are connected together in a line by using the PC port, the phones do not work. A prolonged Layer 2 broadcast storm lasting several minutes on the voice VLAN may cause IP phones to reset, lose an active call, or be unable to initiate or answer a call. Phones may not come up until a broadcast storm ends. If you power your phone through the network connection, you must be careful if you decide to unplug the network connection of the phone and plug the cable into a desktop computer.
The network card in the computer cannot receive power through the network connection; if power comes through the connection, the network card can be destroyed. To protect a network card, wait 10 seconds or longer after unplugging the cable from the phone before plugging it into a computer. This delay gives the switch enough time to recognize that there is no longer a phone on the line and to stop providing power to the cable.
By default, the network configuration options are locked to prevent users from making changes that could impact their network connectivity. You must unlock the network configuration options before you can configure them.
See Password Protection for details. The values of these statistics should match. If they do not, verify that the other device can handle the codec conversation, or that a transcoder is in place to handle the service. See Display Call Statistics Screen for information about displaying these statistics. In this case, the switch port on the phone can become disabled and the following message appears in the switch console log:. Performing a reset of a Cisco Unified IP Phone provides a way to recover if the phone experiences an error and resets or restores various configuration and security settings.
The following sections describe the types of resets that you can perform. You can reset a phone with any of these operations after the phone has started up. Choose the operation that is appropriate for your situation.
Resets user and network configuration settings to their factory default values, and restarts the phone. Before you perform a factory reset, ensure that the following conditions are met:.
The following events occur on the phone when you perform a reset:. Do not power down the phone until the factory reset process completes and the main screen appears. Use these steps to reset the phone to factory default settings using the phone keypad.
When you press 1 , the lights on the line buttons turn red. The light on the Select button flashes when a button is pressed. If you press the buttons out of sequence, the lights on the line button, headset button, speakerphone button, and Select button turn green.
Do not power down the phone until it completes the factory reset process, and the main screen appears. Resets network configuration settings to their default values and resets the phone. Resets any user and network configuration changes that you have made, but that the phone has not written to flash memory, to previously saved settings. When you do so, users can report problems with phone calls by pressing Report Quality.
When a user presses Report Quality , a list of problem categories appears. The user selects the appropriate problem category, and this feedback is logged in an XML file. Actual information that is logged depends on the user selection and whether the destination device is a Cisco Unified IP Phone.
To measure the voice quality of calls that are sent and received within the network, Cisco Unified IP Phones use the following statistical metrics that are based on concealment events. The DSP plays concealment frames to mask frame loss in the voice packet stream. Concealment ratio and concealment seconds are primary measurements that are based on frame loss. A Conceal Ratio of zero indicates that the IP network is delivering frames and packets on time with no loss.
When you observe significant and persistent changes to metrics, use the following table for general troubleshooting information:. Check packet transmit TxCnt and packet receive RxCnt counters to verify that voice packets are flowing. To clean your Cisco Unified IP Phone, use only a dry soft cloth to gently wipe the phone and the phone screen. Do not apply liquids or powders directly to the phone. As with all nonweatherproof electronics, liquids and powders can damage the components and cause failures.
When the phone is in sleep mode, the touchscreen is blank and the Select button is not lit. When the phone is in this condition, you can clean the screen, as long as you know that the phone will remain asleep until after you finish cleaning. If the phone is likely to wake up during cleaning, wake it up or wait until it is awake before following the preceding cleaning instructions. Download this chapter. Troubleshooting and Maintenance. This chapter includes these topics:.
Troubleshooting Use the following sections to troubleshoot problems with the phones:. Cause If the phone does not go through the startup process, the cause may be faulty cables, bad connections, network outages, lack of power, or the phone may not be functional. Solution To determine whether the phone is functional, use the following suggestions to eliminate other potential problems.
Verify that the network port is functional: Exchange the Ethernet cables with cables that you know are functional. Disconnect a functioning Cisco Unified IP Phone from another port and connect it to this network port to verify that the port is active. Event Viewer. Dick Tracy. Sniffer Traces. Voice Codec Bandwidth Calculator.
Bug Toolkit Formerly Bug Navigator. Remote Access Tools. Websites and Further Reading. Best Practices. Troubleshooting Inline Power. Troubleshooting Network Connectivity and Skinny Registration. Understanding IP Phone Behavior. Troubleshooting IP Phone Problems. Troubleshooting Digital Interfaces. Understanding MGCP. Intercluster Trunks. Fixed and Variable Delays. Analyzing and Troubleshooting Choppy and Garbled Audio. Troubleshooting Problems with One-way or No-way Audio.
Troubleshooting Echo Problems. Understanding Fax Machine Operation. Isolating and Troubleshooting Fax Problems. Understanding Closest-match Routing. Understanding Calling Search Spaces and Partitions. Understanding and Troubleshooting Transformations and Masks. Understanding and Troubleshooting Translation Patterns.
Understanding Route Filters. Digit Transformation Troubleshooting. Call Routing Troubleshooting. Getting the Dialing Forest Traces. Understanding Call Preservation.
Troubleshooting Call Preservation Issues. Understanding Codec Selection. Transcoder Resources. Conference Bridge Devices. Understanding MOH. Troubleshooting Data Points. Troubleshooting MOH. Cisco Unity. SMDI Integration. Cisco CallManager Attendant Console. Cisco Personal Assistant. Cisco IP SoftPhone.
Cisco IP Phone Services. Cisco Conference Connection. Cisco Emergency Responder ER. Understanding the Publisher-Subscriber Model.
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