This course equips you with the knowledge and skills required to troubleshoot Unified Communications (UC) systems and solutions in enterprise, mid-market, and commercial deployments. You'll learn problem triage, as well as troubleshooting methodology, resources, tools, and fixes at the integrated system/solution level. You will cover troubleshooting components, such as Cisco Unified Communications Manager (CUCM), Cisco Unity, videoconferencing, and network infrastructure.

We have refocused the standard TVOICE labs to give you hands-on experience troubleshooting a realistic North American dial plan to better simulate the environment you work in every day. You will troubleshoot a network with:

• A different area code deployed simulating the North American Dial Plan (NADP)
• Variable-length on-net dial plan supporting multiple sites with overlapping extensions
• Headquarters in North America with multiple branches in North America and Europe
• Local route groups and global transformations

What You'll Learn

• A systematic methodology to troubleshoot Cisco UC systems
• Knowledge of tools and reports that help isolate UC system problems
• Use troubleshooting and monitoring tools
• Troubleshoot common gateway and endpoint registration issues
• Troubleshoot CUCM availability issues
• Investigate database replication issues
• Troubleshoot LDAP integration issues
• Diagnose and resolve a call setup issue
• Examine on-premises single-site calling issues
• Troubleshoot on-net multisite calling issues
• Investigate off-net calling issues
• Troubleshoot SAF and CCD
• Diagnose and resolve device mobility, extension mobility, and unified mobility issues
• Investigate CUCM native presence issues
• Troubleshooting MOH, MTP, conferences, and transcoder issues
• Diagnose and resolve issues with RSVP agents
• Troubleshoot the quality of both voice and video streams
• Troubleshoot a globalized E.164 dial plan

Who Needs to Attend

• Network administrators and network engineers
• System engineers and field engineers
• Anyone working toward CCNP Voice certification

Prerequisites

• CVOICE - Implementing Cisco Unified Communications Voice over IP and QoS v8.0
• CIPT1 - Implementing Cisco Unified Communications IP Telephony Part 1 v8.0
• CIPT2 - Implementing Cisco Unified Communications IP Telephony Part 2 v8.0

Follow-On Courses

There are no follow-ons for this course.

Certification Programs and Certificate Tracks

This course is part of the following programs or tracks:

• CCNP Voice - Cisco Certified Network Professional Voice

Why Global Knowledge?

The Global Knowledge lab environment has been customized for North American students to ensure that CCNP Voice Professionals learn the skills they need for the North American environment. Other training partners provide a basic topology oriented with a HQ in Europe and a branch in North America. Our expert instructors designed an enhanced topology that's better for understanding the issues with multisite deployment and globalization in North America and the nuances of implementing the NANP (e.g., 10-digit dialing, service codes beyond 911, issues with local and long distance calls to the same area code, overlapping 7- and 10-digit dialing, etc.).

Every student pod includes:

• IP Phones preconfigured
• A full variable-length on-net dial plan as described in Cisco's UC System Release 8.x SRND, including line/device Class of Service:
  • Headquarters location with PRI, FXO, and SIP trunk connectivity to PSTN
  • Branch A and Branch B locations with overlapping extensions
  • Frankfurt location with European dial plan
  • Local route groups deployed
  • Global transformation patterns used for digit manipulation
• A full E.164 globalized dial-plan
• Locations and regions
• Device pools
• Device mobility, extension mobility, and unified mobility mobile voice access
• Media resources, resource group,s and resource group lists
• SRST, COR, and media resources deployed on routers
• SIP, H.323, MGCP, and Gatekeeper included
• New CUCM 8.0 features, such as SAF and SIP precondition

Course Outline

1. UC Troubleshooting

• Identifying UC Deployments
• Troubleshooting Methodology
• Troubleshooting and Monitoring Tools

2. CUCM Troubleshooting

• Common Gateway and Endpoint Registration Issues
• CUCM Availability Issues
• Database Replication Issues
• LDAP Integration Issues

3. Troubleshooting Call Setup Issues

• Examining Call Setup Issues and Causes
• On-Premises Single-Site Calling Issues
• On-Net Multisite Calling Issues
• Off-Net Calling Issues

4. Troubleshooting SAF and CCD Issues

5. Troubleshooting CUCM Features and Application Issues

• Device Mobility Issues
• Extension Mobility Issues
• Unified Mobility Issues
• CUCM Native Presence Issues

6. Troubleshooting Voice Quality and Media Resources Issues

• MOH Issues
• MTP Issues
• Issues with Conferences
• Transcoder Issues
• Issues with RSVP Agents
• Voice Quality Issues

Labs

Our investment in enhanced and exclusive labs means you get the experience you need using current software and hardware in North America.

UC labs are based on pods. Two students form a team and have control of one pod, referred to by the number N. The logical topology for a Global Knowledge UC pod is illustrated in the lab topology diagram for this course. A central Call Manager cluster deployed by your instructor is used to provide an IP telephony test environment that includes a simulated PSTN complete with 3-digit service codes, overlapping 7- and 10-digit patterns, and 11-digit and international patterns. Each pod also contains 2811 Integrated Services Routers running IOS 15.0(1)M2. The PSTN is accessible via a PRI, FXO ports, and SIP trunks. Global Knowledge lab topologies include Headquarters, Branch A, Branch B (with extensions that overlap with Branch A), and a Frankfurt branch. Headquarters, Branch A, and Frankfurt are illustrated in the lab topology diagram.

Our TVOICE lab environment consists of eight interconnected CUCM 8.0 pods. Two students are responsible for troubleshooting each pod. Each pod has three IP phones. Two of the phones are internal and the third is a test phone used to simulate outside callers. Cisco IP Communicator is used for phones at the HQ and Branch sites. Each pod has a CUCM Publisher.

The Global Knowledge lab environment has been customized for North American students to ensure that CCNP Voice Professionals learn the skills they need for the North American environment. Other training partners provide a basic topology oriented with a HQ in Europe and a branch in North America. Our expert instructors designed an enhanced topology that's better for understanding the issues with multisite deployment and globalization in North America and the nuances of implementing the NANP (e.g., 10-digit dialing, service codes beyond 911, issues with local and long distance calls to the same area code, overlapping 7- and 10-digit dialing, etc.).. Our labs focus on the needs of North American students:

• A focus on the NANP
• HQ in North America with multiple branches in North America with overlapping extensions
• A branch in Frankfurt
• Troubleshoot a real-world topology: A variable-length on-net dial plan supporting multiple sites with overlapping extensions, as described in Cisco's UC System Release 8.x SRND, using new v7 and v8 features, including local route groups and global transformations, that simplify the dial plan
• Troubleshoot a globalized E.164 dial plan

The Global Knowledge lab environment also offers optional legacy labs that can be run by students if desired. A sophisticated telephony simulation is provided allowing students to troubleshoot PRI and FXO connections to the PSTN, T1-CAS DS0-Groups to a channel bank connected to two PBXs and FXS ports connected to analog phones. Each 2811 router is provisioned with a PVDM2-64 providing DSP resources and a serial card for WAN connectivity. The figure below illustrates the test environment for student pods 1 and 2 for legacy voice port connections.

All laptops have the following tools loaded:

• VNC and terminal services
• RTMT
• Triple combo parser
• translatorX
• Wireshark

We offer more than 50 trouble tickets that instructors apply at their discretion during class, and additional trouble tickets are constantly being added.

Hands-On Labs

Lab 1: Enhanced - Trouble Tickets: Phone Registration

A variety of phone registration problems can be inserted into the network concerning:

• Auto-registration
• Microsoft DHCP
• Router DHCP
• Helper address
• Routing
• DNS
• Access lists

Lab 2: Enhanced - Trouble Tickets: LDAP

A variety of LDAP problems can be inserted into the network.

Lab 3: Enhanced - Trouble Tickets: MGCP Gateway

A variety of MGCP gateway problems can be inserted into the network concerning:

• MGCP domain names
• Configuration of expected and significant digits
• FXS ground vs. loop start
• Attendant numbers
• T1-CAS digit sending
• FXO port configuration
• Service provider problem: Wrong DID sent
• ISDN type of number
• Service provider problem: PRI not up

Lab 4: Enhanced - Trouble Tickets: Dial Plan

A variety of dial plan problems can be inserted into the network concerning both traditional and blocking on lines Class of Service:

• Misconfigured route patterns
• Route patterns with wrong partitions
• Misconfigured route filters
• Wrong calling search space on lines and phones
• Incorrectly configured calling search spaces
• Misconfigured call forward calling search spaces
• Wrong calling search spaces on gateways
• Route lists misconfigured
• Local route groups and global transformation issues
• Bad translation patterns
• One-way audio
• Digit manipulation

Lab 5: Enhanced - Trouble Tickets: H.323 Gateway

A variety of H.323 gateway problems can be inserted into the network concerning:

• H.323 source addresses
• Bogus dial peers
• Bad or missing translation-profiles for DID
• Second dial tone on incoming calls from PRI
• Bad incoming calling search space
• Exclusive - Global transformations and incoming calling party settings
• Misconfigured dial peers

Lab 6: Enhanced - Trouble Tickets: Locations and Regions

Each cluster is configured for bandwidth management allowing a variety of codec and bandwidth-related problems to be explored:

• Misconfigured locations
• Devices in wrong locations
• Misconfigured regions

Lab 7: Trouble Tickets: SIP

A variety of SIP problems will be inserted into the network concerning:

• Third-party SIP device configuration
• Exclusive - SIP trunks
• Exclusive - Misconfigured SUBSCRIBE calling search spaces
• Exclusive - Presence group issues
• Presence configuration across SIP trunks

Lab 8: Additional Problems to Troubleshoot:

Intercluster trunks are configured between the clusters with redundant gatekeepers (using gatekeeper clusters). Extension mobility is deployed in the network as well as numerous features such as Call Park, Music on Hold, and Conferencing using software and DSP resources.