Cisco Systems Caller ID Box OL 6539 01 User Manual

Preface  
This preface describes the purpose, audience, organization, and conventions of  
this guide, and provides information on how to obtain related documentation.  
The preface covers these topics:  
Purpose  
The Troubleshooting Guide for Cisco CallManager Release 4.1(2) provides  
troubleshooting procedures for the Cisco CallManager. This document does not  
cover every possible trouble event that might occur on a Cisco CallManager  
system but instead focuses on those events that are frequently seen by the Cisco  
Technical Assistance Center (TAC) or frequently asked questions from  
newsgroups.  
Troubleshooting Guide for Cisco CallManager Release 4.1(2)  
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Preface  
Organization  
Table 1  
How This Document Is Organized (continued)  
Chapter and Title  
Description  
Chapter 5, “Directory Issues”  
Describes solutions for the most  
common issues related to a  
Cisco CallManager DC Directory  
(DCD), the Lightweight Directory  
Access Protocol (LDAP) directory,  
or the Microsoft Active Directory  
(AD).  
Chapter 6, “Device Issues”  
Describes solutions for the most  
common issues related to IP phones  
and gateways.  
Chapter 7, “Dial Plans and Routing  
Issues”  
Describes solutions for the most  
common issues related to dial plans,  
route partitions, and calling search  
spaces.  
Chapter 8, “Cisco CallManager Services Describes solutions for the most  
Issues”  
common issues related to services,  
such as conference bridges and  
media termination points.  
Chapter 9, “Voice Messaging Issues”  
Describes solutions for the most  
common voice messaging issues.  
Appendix A, “Opening a Case With  
TAC”  
Describes what information is  
needed to open a case for TAC.  
Appendix B, “Case Study:  
Troubleshooting Intracluster Phone  
Calls”  
Describes in detail the call flow  
between two Cisco IP Phones within  
a cluster.  
Appendix C, “Case Study:  
Troubleshooting  
Describes a Cisco IP Phone calling  
through a Cisco IOS Gateway to a  
Cisco IP Phone-to-Cisco IOS Gateway phone connected through a local  
Calls”  
PBX or on the Public Switched  
Telephone Network (PSTN).  
Appendix D, “Case Study:  
Troubleshooting Intercluster Phone  
Calls”  
Describes a Cisco IP Phone calling  
another Cisco IP Phone located in a  
different cluster.  
Troubleshooting Guide for Cisco CallManager Release 4.1(2)  
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Preface  
Related Documentation  
Related Documentation  
Refer to the following documents for further information about related  
Cisco IP Telephony applications and products:  
Cisco CallManager API Troubleshooting Guide  
Cisco CallManager Administration Guide  
Cisco CallManager System Guide  
Cisco CallManager Serviceability Administration Guide  
Cisco CallManager Features & Services Guide  
Cisco CallManager Quick Start Guide  
Cisco CallManager Installation Instructions  
Cisco CallManager Backup and Restore Procedure  
Cisco CallManager Attendant Console User Guide  
Cisco CallManager Multilevel Administration Access Guide  
Cisco CallManager Directory Services Guide  
Release Notes for Cisco CallManager Release 4.0(1)  
Cisco CallManager Documentation Guide for Release 4.0(1)  
Hardware Configuration Guide for the Cisco Voice Gateway 200  
Software Configuration Guide for the Cisco Voice Gateway 200  
Cisco IP Phone Administration Guide for Cisco CallManager  
Bulk Administration Tool Guide for Cisco CallManager  
Cisco Technical Solution Series: IP Telephony Solution Guide  
Guide to Cisco Systems VOIP Infrastructure Solution for SIP  
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Preface  
Conventions  
Conventions  
This document uses the following conventions:  
Convention  
Description  
boldface font  
italic font  
[ ]  
Commands and keywords are in boldface.  
Arguments for which you supply values are in italics.  
Elements in square brackets are optional.  
{ x | y | z }  
Alternative keywords are grouped in braces and separated  
by vertical bars.  
[ x | y | z ]  
string  
Optional alternative keywords are grouped in brackets  
and separated by vertical bars.  
A nonquoted set of characters. Do not use quotation  
marks around the string or the string will include the  
quotation marks.  
screen font  
Terminal sessions and information the system displays  
are in screen font.  
boldface screen  
Information you must enter is in boldface screen font.  
font  
italic screen font  
Arguments for which you supply values are in italic  
screen font.  
< >  
Nonprinting characters, such as passwords, are in angle  
brackets.  
Notes use the following conventions:  
Note  
Means reader take note. Notes contain helpful suggestions or references to  
material not covered in the publication.  
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Preface  
Obtaining Documentation  
Timesavers use the following conventions:  
Timesaver  
Means the described action saves time. You can save time by performing the  
action described in the paragraph.  
Tips use the following conventions:  
Tips  
Means the information contains useful tips.  
Cautions use the following conventions:  
Caution  
Means reader be careful. In this situation, you might do something that could  
result in equipment damage or loss of data.  
Warnings use the following conventions:  
Warning  
This warning symbol means danger. You are in a situation that could cause  
bodily injury. Before you work on any equipment, you must be aware of the  
hazards involved with electrical circuitry and familiar with standard practices  
for preventing accidents.  
Obtaining Documentation  
Cisco documentation and additional literature are available on Cisco.com. Cisco  
also provides several ways to obtain technical assistance and other technical  
resources. These sections explain how to obtain technical information from Cisco  
Systems.  
Cisco.com  
You can access the most current Cisco documentation at this URL:  
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Preface  
Documentation Feedback  
You can access the Cisco website at this URL:  
You can access international Cisco websites at this URL:  
Ordering Documentation  
You can find instructions for ordering documentation at this URL:  
You can order Cisco documentation in these ways:  
Registered Cisco.com users (Cisco direct customers) can order Cisco product  
documentation from the Ordering tool:  
Nonregistered Cisco.com users can order documentation through a local  
account representative by calling Cisco Systems Corporate Headquarters  
(California, USA) at 408 526-7208 or, elsewhere in North America, by  
calling 800 553-NETS (6387).  
Documentation Feedback  
You can send comments about technical documentation to [email protected].  
You can submit comments by using the response card (if present) behind the front  
cover of your document or by writing to the following address:  
Cisco Systems  
Attn: Customer Document Ordering  
170 West Tasman Drive  
San Jose, CA 95134-9883  
We appreciate your comments.  
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Preface  
Obtaining Technical Assistance  
Obtaining Technical Assistance  
For all customers, partners, resellers, and distributors who hold valid Cisco  
service contracts, Cisco Technical Support provides 24-hour-a-day,  
award-winning technical assistance. The Cisco Technical Support Website on  
Cisco.com features extensive online support resources. In addition, Cisco  
Technical Assistance Center (TAC) engineers provide telephone support. If you  
do not hold a valid Cisco service contract, contact your reseller.  
Cisco Technical Support Website  
The Cisco Technical Support Website provides online documents and tools for  
troubleshooting and resolving technical issues with Cisco products and  
technologies. The website is available 24 hours a day, 365 days a year at this URL:  
Access to all tools on the Cisco Technical Support Website requires a Cisco.com  
user ID and password. If you have a valid service contract but do not have a user  
ID or password, you can register at this URL:  
Submitting a Service Request  
Using the online TAC Service Request Tool is the fastest way to open S3 and S4  
service requests. (S3 and S4 service requests are those in which your network is  
minimally impaired or for which you require product information.) After you  
describe your situation, the TAC Service Request Tool automatically provides  
recommended solutions. If your issue is not resolved using the recommended  
resources, your service request will be assigned to a Cisco TAC engineer. The  
TAC Service Request Tool is located at this URL:  
For S1 or S2 service requests or if you do not have Internet access, contact the  
Cisco TAC by telephone. (S1 or S2 service requests are those in which your  
production network is down or severely degraded.) Cisco TAC engineers are  
assigned immediately to S1 and S2 service requests to help keep your business  
operations running smoothly.  
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Preface  
Obtaining Additional Publications and Information  
To open a service request by telephone, use one of the following numbers:  
Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)  
EMEA: +32 2 704 55 55  
USA: 1 800 553 2447  
For a complete list of Cisco TAC contacts, go to this URL:  
Definitions of Service Request Severity  
To ensure that all service requests are reported in a standard format, Cisco has  
established severity definitions.  
Severity 1 (S1)—Your network is “down,” or there is a critical impact to your  
business operations. You and Cisco will commit all necessary resources around  
the clock to resolve the situation.  
Severity 2 (S2)—Operation of an existing network is severely degraded, or  
significant aspects of your business operation are negatively affected by  
inadequate performance of Cisco products. You and Cisco will commit full-time  
resources during normal business hours to resolve the situation.  
Severity 3 (S3)—Operational performance of your network is impaired, but most  
business operations remain functional. You and Cisco will commit resources  
during normal business hours to restore service to satisfactory levels.  
Severity 4 (S4)—You require information or assistance with Cisco product  
capabilities, installation, or configuration. There is little or no effect on your  
business operations.  
Obtaining Additional Publications and Information  
Information about Cisco products, technologies, and network solutions is  
available from various online and printed sources.  
Cisco Marketplace provides a variety of Cisco books, reference guides, and  
logo merchandise. Visit Cisco Marketplace, the company store, at this URL:  
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Preface  
Obtaining Additional Publications and Information  
The Cisco Product Catalog describes the networking products offered by  
Cisco Systems, as well as ordering and customer support services. Access the  
Cisco Product Catalog at this URL:  
Cisco Press publishes a wide range of general networking, training and  
certification titles. Both new and experienced users will benefit from these  
publications. For current Cisco Press titles and other information, go to Cisco  
Press at this URL:  
Packet magazine is the Cisco Systems technical user magazine for  
maximizing Internet and networking investments. Each quarter, Packet  
delivers coverage of the latest industry trends, technology breakthroughs, and  
Cisco products and solutions, as well as network deployment and  
troubleshooting tips, configuration examples, customer case studies,  
certification and training information, and links to scores of in-depth online  
resources. You can access Packet magazine at this URL:  
Internet Protocol Journal is a quarterly journal published by Cisco Systems  
for engineering professionals involved in designing, developing, and  
operating public and private internets and intranets. You can access the  
Internet Protocol Journal at this URL:  
World-class networking training is available from Cisco. You can view  
current offerings at this URL:  
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Preface  
Obtaining Additional Publications and Information  
Troubleshooting Guide for Cisco CallManager Release 4.1(2)  
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