TUC v1.0 - Troubleshooting Cisco Unified Communications Systems

Revision: TE5210_20080405

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Course Length:

5 Days

Course Description:

Troubleshooting Cisco Unified Communications Systems (TUC) v1.0 equips network professionals with the knowledge and skills required to troubleshoot Unified Communications systems & solutions in Enterprise, Mid-Market, and Commercial deployments. TUC teaches troubleshooting methodology, triage, resources, tools and fixes at the integrated system or solution level, and for components such as Cisco Unified Call Manager, Cisco Unity, videoconferencing, and infrastructure. This is a troubleshooting course and the learners should spend 60-70 percent of their time in the lab.

Who Should Attend:

This course is for Network administrators, Network engineers, System engineers, and Network managers.

Benefits of Attendance:

Upon completion of this course, students will be able to:

• Use a systematic methodology to troubleshoot Cisco Unified Communication systems by using knowledge of tools and reports that help isolate Cisco Unified Communication system problems.
• Isolate the specific problem, propose a solution, and, where appropriate, implement the solution when given a trouble call that has been categorized as a Cisco Unified CallManager-related issue.
• Diagnose a call setup issue and resolve the issues.
• Troubleshoot the quality of both voice and video streams.
• Isolate the specific problem, propose a solution, and, where appropriate, implement the solution when given a trouble call that has been isolated to a Cisco Unified Communications system component application.

Prerequisites:

The knowledge and skills that a learner must have before attending this course are as follows: * Sound fundamental networking knowledge (CCNA), * Voice fundamentals: Cisco Voice over IP (CVOICE), * Call Agent (Cisco Unified CallManager) skills and knowledge: Cisco IP Telephony Part 1 and Part 2 (CIPT1 and CIPT2), * Voice Infrastructure: Implementing Gateways and Gatekeepers (GWGK), and * an understanding of factors that affect voice and video quality: Implementing Cisco Quality of Service (QOS).

Course Outline:

• Course Introduction
  1. Overview
  2. Course Goal and Objectives
  3. Course Flow
  4. Additional References
  5. Your Training Curriculum
• Module 1: A Methodology and Tools for Troubleshooting Cisco Unified Communications Systems
  1. Introducing Cisco Unified Communications Systems Troubleshooting
  2. Understanding Troubleshooting Methodology in Cisco Unified Communications Systems
  3. Gathering Information for Troubleshooting
  4. Lab 1-1: Lab Discovery and Phone Configuration
  5. Lab 1-2 Using TUC Tools
• Module 2: Troubleshoot Cisco Unified CallManager-Related Issues
  1. Troubleshooting Common Endpoint Registration Issues
  2. Troubleshooting Cisco Unified CallManager Availability Issues
  3. Troubleshooting Cisco Unified CallManager Security Issues
  4. Troubleshooting Database Replication Issues
  5. Troubleshooting LDAP Replication Issues
  6. Troubleshooting Common Gateway Registration Issues
  7. Lab 2-1: Trouble Ticket 1
  8. Lab 2-2: Trouble Ticket 2
  9. Lab 2-3: Trouble Ticket 3
  10. Lab 2-4: Trouble Ticket 4
  11. Case Study 2-5: Troubleshoot LDAP Synchronization Issues for Cisco Unified CallManager Release 4.1(3)
  12. Lab 2-6: Trouble Ticket 6
  13. Case Study 2-7: Troubleshoot Database Replication Issues for Cisco Unified CallManager Release 4.x
  14. Lab 2-8: Trouble Ticket 8
• Module 3: Troubleshoot Call Setup Issues
  1. Introducing Call Setup Issues and Causes
  2. Troubleshooting On-Premises Single-Site Calling Issues
  3. Troubleshooting Offsite Call Issues
  4. Troubleshooting Intercluster Dial Plan Issues
  5. Troubleshooting Gatekeepers in a Cisco Unified Communications System
  6. Lab 3-1: Trouble Ticket 1
  7. Lab 3-2: Trouble Ticket 2
  8. Lab 3-3: Trouble Ticket 3
  9. Lab 3-4: Trouble Ticket 4
  10. Lab 3-5: Trouble Ticket 5
  11. Lab 3-6: Trouble Ticket 6
  12. Lab 3-7: Trouble Ticket 7
  13. Lab 3-8: Trouble Ticket 8
  14. Lab 3-9; Trouble Ticket 9
  15. Lab 3-10, Trouble Ticket 10
• Module 4: Troubleshoot Voice and Video Quality Issues
  1. Defining Common Voice and Video Quality Issues
  2. Troubleshooting VoIP Quality Problems
  3. Troubleshooting Echo
  4. Troubleshooting Quality Problems of Cisco Unified Video Advantage
  5. Lab 4-1: Trouble Ticket 1
  6. Lab 4-2: Trouble Ticket 2
  7. Lab 4-3: Trouble Ticket 3
  8. Lab 4-4: Trouble Ticket 4
• Module 5: Application Integration and Media Resource Issues
  1. Troubleshooting Common Cisco Unity Integration Issues
  2. Troubleshooting CTI Issues
  3. Troubleshooting Media Resources
  4. Lab 5-1: Trouble Ticket 1
  5. Lab 5-2: Trouble Ticket 2
  6. Lab 5-3: Trouble Ticket 3
  7. Lab 5-4: Trouble Ticket 4
  8. Lab 5-5: Trouble Ticket 5
  9. Lab 5-6: Trouble Ticket 6