Unified Communications Video: Trouble Shooting Cisco UC

Watch how Prognosis helps operations troubleshoot in a Cisco UC environment when your users lose the ability to make or receive calls. Learn how Prognosis provides you the insight to find and fix the problems getting your operations back to normal performance faster. 

Video Transcription

Jon Micksch, West Territory Manager:

With managing a UC ecosystem, one of the most severe support issues is when users have lost the ability to place or receive calls and the operation’s team doesn’t have a lot of details to begin the troubleshooting process with.

Matt Torpey, Lead Solution Engineer:

You are absolutely right Jon and what makes this challenging is the sheer number of potential causes for this issue. Let’s walk through troubleshooting these issues using Prognosis.

From an operations user’s perspective Jon, we have just received an alert that indicates a particular user has lost the ability to place calls. Let’s use Prognosis and dig a little bit deeper.

From our welcome screen, we are going to drill down into this particular call manager cluster that that user is registered to. From there we are immediately presented with some high level detail on the performance of this particular Cisco cluster, but what we want to focus on is this particular user and that particular problem today. So I am going to click on the Phones link here on the left and drill down a little bit deeper.

Again more detailed information comes up, good information to have but I still want to drill deeper into that particular user. So now I going to click on the extension link. That returns that particular user’s extension, the name, the type of phone, some other high level configuration details I want to take note of as I start to troubleshoot this problem. Let’s keep going deeper. Additional configuration details from the application and boot load versions, the type of phone, where we are registered into, everything looks good from this perspective from what I know of my environment.

So I am going to drill into “view recent calls “ and try and find that particular call that user was unable to place. Immediately I can tell that the user had has several successful calls today and they look like they were good voice quality experience for that user except for the one highlighted in grey down here. I can see that I have a zero mass and see it’s zero duration and I have an abnormal release code. Let’s take a look at that.

What I want to focus on in out of this particular CDR information is the origination release cause which is 125 out of bandwidth. Your origination termination on the lower left states that the reason this call cannot be placed is because of call control. So right away I have been able to identify the reason is user is not able to place calls is because call admission control has come into effect.

Let’s use Prognosis and take a look at this particular impact for that particular location. Immediately I can see that the location the user is registered or configured to is Delhi and that it’s using 100% of the available bandwidth. At this moment I have seven call failures, seven users are unable to place calls at this time due to these restrictions. One last thing I want to verify is, is this a one-time issue. Did everybody just come back from lunch and started picking up their phones and tapped out the bandwidth or this indicative of a larger problem? Let’s use Prognosis to look at this information historically for a larger period of time. Over the last two hours, I can see that I have had 126 call failures and 36 video failures. To me, this does indicate a larger problem that we need to look at and make some additional configuration changes to resolve.

Jon Micksch, West Territory Manager:

So thanks for that overview, Matt. That’s actually very similar to one of the situations that one of our larger advertising companies on the East Coast experienced. They had actually integrated their Cisco Enterprise voice system into their Microsoft Lync Solution and Prognosis was able to proactively identify that users weren’t able to dial into the conference bridge. They were able to use the same level of detail in Prognosis to quickly isolate and resolve the issue and ensure that that A/V conferencing service was available as expected.