Learn to utilize Cisco Unified Communications for better collaboration by NetCom Learning

Learn to utilize Cisco Unified Communications for better collaboration Eli Juárez NetCom Learning

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AGENDA Thorough understanding of Cisco Unified Communications Single Distribution Layer (SDL) Troubleshooting tools Unified Communications applications Sample call flows and case studies

UNIFIED COMMUNICATION MANAGER THE “GLUE” THAT BINDS IT ALL TOGETHER • • • • • • •

Unified cluster for calling and messaging with 1:1 redundancy Centralized dial plan authority Centralized SIP endpoint registration and management SIP application integration Expressway for firewall traversal and mobile and remote access (MRA) Management and third-party interoperability with APIs

Endpoints

CCUC

DMZ Expressway-C Expressway-E

IM and Presence

Collaboration Edge

Unified Communications Manager

SIP

Call Control

Cisco Meeting Server

Meetings

Cisco Meeting Management

Conferencing

APIs Prime Deployment

Smart License Manager

Prime Provisioning

Collaboration Management Services

Unity Connection

PSTN

Unified Messaging

LDAP provisioning and authentication

COMPLETE ENTERPRISE FEATURE SET Calling Features • • • • • • • • • • • • • • • • • • • • • • • • •

Make call / Answer call / End call Mute Hold / Resume / Merge / Transfer Hold/Resume/Merge/Transfer with DPC Local call history Native IVR Conference Distinctive Ring Per Line Call Forward Single Number Reach Extension Mobility Click to Call from soft client Call Park URI based dialing Call Admission Control Callback Call Pickup and Group Pickup Multi lines, Shared line Boss / Admin Call Barge Busy Lamp Field Call Recording & Monitoring Attendant console DND Logical Partitioning

Contact Center Features • • •

Agent Greeting Silent Monitoring, Whisper Coaching Play Zip Tone

Application Programming Interface (API) • • • • • • • • • • •

AXL Database API AXL Serviceability API Computer Telephony Interaction (CTI) API Extension Mobility API IP Phone Services API (XML Services) JTAPI API TAPI API LDAP Directory Integration API Webdialer HTTP API Jabber SDK API External Call Control (CURRI)

Authentication/Encryption • • • • • • • • •

Administrative Web Page Authentication Multi-level Administration (MLA) MLA Intrusion Detection and Notification LDAP over SSL API Security Phone file authentication Device Authentication/Encryption Single Sign On OAuth Token support

Centralized System Reporting, Monitoring • • • • • • • • • • • • •

Audit Logging Call Details Record Call Management Records Cisco Headset Management Change of Host/IP from GUI and CLI Configurable Logging Banner Bulk Administration tool (BAT) Device Pool Device Search filtering criteria Trace file compression Video Endpoint Management User Device Self-Assignment Real Time Monitoring Tool

Administration (Host & OS) • • • •

GUI administration for features/services GUI administration for OS CLI administration for OS Self-care portal for Endusers

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DEPLOYMENT Cisco® Unified Communication Manager (UCM) Enterprise calling platform

New Offer

On- Premises

One common collaboration experience

Hosted Collaboration Solutions

Known technology with 100M+ users

Unified Communications Manager Cloud Cisco Hosted

Dedicated Instance

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SINGLE DISTRIBUTION LAYER (SDL) •

SDL: All the information happening between all this processes.

•

Call Control: Is responsible for all the calls passing through the CUCM.

•

DA (Digit Analysis): All the translations and manipulations are being performed.

•

CSS and Partitions are being applied.

•

Device Manager: Contains the tables of all the devices connected to the CUCM Cluster (Phones, Trunks, Gateways, Route Lists)

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TROUBLESHOOTING TOOLS • • • • • • •

Phone logs/Web interface Reporting Portal (CUCM) CLI RTMT Translator X Wireshark Collaboration Solutions Analyzer

Before using a tool, first gather all the behavior information. “Divide and Conquer” Gateways and CUBEs are also a great input to gather information and traces.

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TROUBLESHOOTING TOOLS - CLI

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Troubleshooting Tools - RTMT (Real Time Monitoring Tool) Session Trace Features • Allows you to search for a call based on calling or called number • Does not depend on Call Detail Records (uses calllogs file) • Session trace only traces SIP sessions (no SCCP, H.323, or MGCP) • Can display raw SIP messages • Uses correlation tags to include all call legs related to the call selected

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RTMT – Session Trace Logs View

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RTMT - Call Flow Diagram

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RTMT – MESSAGE DETAILS

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Troubleshooting Tools – Translator X Features • Parses through Unified CM SDI/SDL Trace Files (and CUBE, CUSP, VCS/Expressway, Jabber IO.X+) • Drag-and-Drop support for .txt as well as .gz files. • Decodes SIP, SCCP, H.323, MGCP, Q.Sig, and ISDN 0.931 messages • Call List based on CDR information in the Traces • Can generate multi-protocol ladder diagrams • Sophisticated filtering capabilities (including Session-ID Support) • Download for Windows, Mac OS X, and Linux from: http://translatorx.org/ • NOTE: Do not call TAC for support on TranslatorX (although many TAC engineers use it so feel free to mention you're using it)

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TRANSLATOR X

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TRANSLATOR X – CALL LIST

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TRANSLATOR X – CALL LIST FILTERING

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TRANSLATOR X – CALL DETAILS (CDR)

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TRANSLATOR X – CALL DETAILS (CDR)

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TRANSLATOR X – CALL FLOW SEQUENCE

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HOW TO GET THIS TRACE FILES?

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NAME OF CHAPTER / TOPIC

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NAME OF CHAPTER / TOPIC

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HOW TO GET THIS TRACE FILE? Various Ways to Collect Trace Files • RTM T Collect Files Recommended • RTMT Analysis Manager • RTMT Remote Browse • RTMT Query Wizard • OS CLI (file get or file tail) • file tail activelog cm/trace/ccm/sdl recent

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WIRESHARK

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WIRESHARK – VOIP CALLS ANALYSIS

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WIRESHARK – CALL FLOW

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TROUBLESHOOTING TOOLS – COLLABORATION SOLUTION ANALYZER Login with CCO to https://cway.cisco.com/csa

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COLLABORATION SOLUTION ANALYZER Just upload your trace files!

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COLLABORATION SOLUTION ANALYZER Just upload your trace files!

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COLLABORATION SOLUTION ANALYZER Just upload your trace files!

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COLLABORATION SOLUTION ANALYZER

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COLLABORATION SOLUTION ANALYZER

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Collaboration Solution Analyzer

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UNIFIED COMMUNICATIONS APPLICATIONS

Endpoints

CCUC DMZ IM and Presence

Expressway-C

Expressway-E

Collaboration Edge

Unified Communications Manager

SIP

Cisco Meeting Server

Meetings

Call Control

Cisco Meeting Management

Conferencing

APIs Prime Deployment

Smart License Manager

Prime Provisioning

Collaboration Management Services

PSTN Unity Connection

Unified Messaging

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SAMPLE CALL FLOWS Basic SIP Call Setup

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SAMPLE CALL FLOWS Basic SIP Call Setup with CUCM CUBE

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SAMPLE CALL FLOWS Basic SIP Call Setup with CUCM and CUBE (ITSP)

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CASE STUDY Unable to Place a Call to (919) 555-1212 Message “The call could not be completed as dialed" Use RTMT Session Trace • Enter *5551212 into Called Number/URI field • Set time and duration appropriately • Search Finds two calls

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CASE STUDY Use RTMT Session Trace • Double-click to see message diagram • Clearly shows the farend sends back a 404 Not Found

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CASE STUDY – GO DEEPER • Enable SIP message debugs — debug ccsip messages

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CASE STUDY – GO DEEPER • Check to see if the number matches a valid dial peer

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RECORDED WEBINAR VIDEO

To watch the recorded webinar video for live demos, please access the link: https://bit.ly/3zMF3iD

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