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Troubleshooting Cisco IP Telephony

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  • Copyright 2003
  • Edition: 1st
  • Premium Website
  • ISBN-10: 1-58705-075-7
  • ISBN-13: 978-1-58705-075-6
  • eBook (Watermarked)
  • ISBN-10: 1-58705-360-8
  • ISBN-13: 978-1-58705-360-3

Reveals the methodology you need to resolve complex problems in an IP telephony network

  • Master troubleshooting techniques and methodologies for all parts of a Cisco IP Telephony solution-Cisco CallManager, IP phones, gateways, applications, and more
  • Learn how to investigate and resolve voice quality problems, including delayed audio, choppy or garbled audio, static and noise, one-way or no-way audio, and echo
  • Read about the variety of trouble-shooting tools at your disposal and how and when to use them based on the problem type
  • Discover the potential causes of common problems and how to efficiently troubleshoot them to resolution
  • Learn how to identify and resolve gateway problems by breaking the components into logical groups and following a methodical troubleshooting approach
  • Use best practices recommendations to build a stronger IP telephony deployment and avoid common mistakes

IP telephony represents the future of telecommunications: a converged data and voice infrastructure boasting greater flexibility and more cost-effective scalability than traditional telephony. The ability to troubleshoot an IP telephony environment and the underlying network infrastructure is vitally important, just as it is in any complex system.

Troubleshooting Cisco IP Telephony teaches the troubleshooting skills necessary to identify and resolve problems in an IP telephony solution. This book provides comprehensive coverage of all parts of a Cisco IP Telephony (CIPT) solution, including CallManager, IP phones, gateways, analog devices, database and directory replication, call routing, voice mail, applications, network infrastructure, and more. You'll learn how to read trace files, determine when to turn on tracing and Cisco IOS(r) Software voice debugging, and how to troubleshoot voice quality issues.

Troubleshooting Cisco IP Telephony shows you how to break down problems to find the root cause. Descriptions of each part of the CIPT solution help you understand the functionality of each part of the solution and how each part interacts with other parts of the solution. You'll then learn what steps to take and tools to use to identify and resolve the cause of the problem.


Caution: These tools are not officially supported by Cisco Systems. If you download, install, or use these tools, you do so at your own risk. Cisco Systems, Inc. is not responsible for correcting problems that may arise as a result of using this unsupported tool.

Q.931 Translator

The Q.931 Translator utility decodes Q.931 and H.225 messages from a CallManager CCM trace file. Refer to Chapter 3, "Understanding the Troubleshooting Tools" for more information on using the Q.931 Translator tool.


CCEmail allows you to set up e-mail or pager alerts based on the values of performance counters available in Microsoft Performance (PerfMon). Refer to Chapter 3, "Understanding the Troubleshooting Tools," for more information on using CCEmail and PerfMon.

CDR Time Converter

This utility converts the timestamps from CallManager call detail records (UNIX Epoch Time) to standard date/time format. Refer to Chapter 3 for more information using the CDR Time Converter utility.

Dick Tracy Utility

Dick Tracy is an advanced troubleshooting tool for the WS-X6608 and WS-X6624 voice gateways. For detailed information on using the Dick Tracy utility, refer to Chapter 3 and Chapter 6, "Voice Gateways."

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Related Article

5 Questions with Cisco Systems' Telephony Expert Anne Smith


Download - 59 KB -- Troubleshooting Tips (Word doc)

Tech Tips & Training feature from Packet® magazine
Download - 332 KB -- "IP Telephony Detective" by Paul Giralt (PDF)

Online Sample Chapter

Troubleshooting Cisco IP Telephony

Downloadable Sample Chapter

Download - 760 KB -- Chapter 1: Troubleshooting Methodology and Approach

Table of Contents



1. Troubleshooting Methodology and Approach.

Developing a Troubleshooting Methodology or Approach. Production Versus Nonproduction Outages. Step 1: Gathering Data About the Problem. Step 2: Analyzing the Data Collected About the Problem. Case Study: Resolving a Problem Using Proper Troubleshooting Methodology. Summary.

2. IP Telephony Architecture Overview.

Network Infrastructure. IP Telephony Infrastructure. Cisco AVVID IP Telephony Applications. Summary.

3. Understanding the Troubleshooting Tools.

Time Synchronization. Reading CCM Traces. Reading SDL Traces. Microsoft Performance (PerfMon). CCEmail. CallManager Serviceability. Call Detail Records (CDR) and the CDR Analysis and Reporting (CAR) Tool. CDR Time Converter. Event Viewer. Q.931 Translator and Enhanced Q.931 Translator. Dick Tracy. Sniffer Traces. Voice Codec Bandwidth Calculator. Bug Toolkit (Formerly Bug Navigator). Remote Access Tools. Websites and Further Reading. Best Practices. Summary.

4. Skinny Client Registration.

Troubleshooting Inline Power. Troubleshooting Network Connectivity and Skinny Registration. Additional Tools for Troubleshooting Skinny Client Registration Problems. Best Practices. Summary.

5. IP Phones.

Understanding IP Phone Behavior. Troubleshooting IP Phone Problems. 79xx Series IP Phone 3-port Switch Operation. Best Practices. Summary.

6. Voice Gateways.

Cisco IOS Voice Gateways. Understanding Dial Peer Matching in Cisco IOS Software. Troubleshooting TDM Interfaces on Cisco IOS Gateways. Understanding the FXO Disconnect Problem. Troubleshooting Digital Interfaces. Understanding MGCP. Cisco IOS MGCP Gateways. Cisco IOS Gateways Using the H.323 Protocol. Troubleshooting Problems with Ringback and Other Progress Tones. Intercluster Trunks. Troubleshooting the WS-X6608 and WS-X6624 Voice Gateways. Best Practices. Summary.

7. Voice Quality.

Fixed and Variable Delays. Analyzing and Troubleshooting Choppy and Garbled Audio. Troubleshooting Problems with One-way or No-way Audio. Troubleshooting Echo Problems. Best Practices. Summary.

8. Fax Machines and Modems.

Understanding Fax Machine Operation. Understanding Fax/Modem Passthrough Versus Fax Relay. The Effect of Packet Loss and Jitter on Fax Machines and Modems. First Steps in Troubleshooting Fax and Modem Problems. Isolating and Troubleshooting Fax Problems. Best Practices. Summary.

9. Call Routing.

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. Troubleshooting Hold, Transfer, Park, and Call Pickup. Getting the Dialing Forest Traces. Best Practices. Summary.

10. Call Preservation.

Understanding Call Preservation. Troubleshooting Call Preservation Issues. Best Practices. Summary.

11. Conference Bridges, Transcoders, and Media Termination Points.

Media Resource Groups (MRGs) and Media Resource Group Lists (MRGLs). Understanding Codec Selection. Transcoder Resources. Conference Bridge Devices. Best Practices. Summary.

12. Music on Hold.

Understanding MOH. Troubleshooting Data Points. Troubleshooting MOH. Best Practices. Summary.

13. Call Admission Control.

Locations-based CAC. Gatekeeper Call Admission Control. Best Practices. Summary.

14. Voice Mail.

Cisco Unity. SMDI Integration. Octel Voice Mail Digital Integration Via a DPA Voice Mail Gateway. Best Practices. Summary.

15. Survivable Remote Site Telephony (SRST).

SRST Operation. Best Practices. Summary.

16. Applications.

Customer Response Applications (CRA). Cisco CallManager Attendant Console. Cisco Personal Assistant. Cisco IP SoftPhone. Cisco IP Phone Services. Cisco IP Videoconferencing (IP/VC). Cisco Conference Connection. Cisco Emergency Responder (ER). Summary.

17. SQL Database Replication.

Understanding the Publisher-Subscriber Model. The Role of Name Resolution and Passwords in Replication. Microsoft SQL Server Enterprise Manager. Correcting Replication Errors. CDR Replication Issues. Best Practices. Summary.

18. LDAP Integration and Replication.

Directory Integration Versus Directory Access. Using the CallManager Embedded Directory. Understanding and Troubleshooting Active Directory Integration. Understanding and Troubleshooting Netscape iPlanet Integration. Best Practices. Summary.

Appendix A. Cisco IP Telephony Protocol and Codec Information and References.

Appendix B. NANP Call Routing Information.

Appendix C. Decimal to Hexadecimal and Binary Conversion Table.

Appendix D. Performance Objects and Counters.




Download - 211 KB -- Index

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