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Troubleshooting Overview

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50 C H A P T E R Troubleshooting Overview This chapter, which provides a basic overview of troubleshooting in Cisco Business Edition 3000, provides information on the following topics: • Troubleshooting Tools, page 411 • Troubleshooting Tips, page 411 • Related Topics, page 412 Troubleshooting Tools Cisco Business Edition 3000 provides you with the following functionality to assist you with troubleshooting your system: • The Health Summary page in the Cisco Business Edition 3000 Administrative Interface (Monitoring > Health Summary)-This page allows you to quickly determine the health of major subsystems in your system. The page indicates whether you have a problem, and the online help for the Health Summary page provides you with possible causes and tasks that you can perform to resolve the issue. You should access this page first when you begin troubleshooting. • The Diagnostics page in the Cisco Business Edition 3000 Administrative Interface (Monitoring > Diagnostics)-From this page, you can enable detail logging during recurring events and you can collect logs, which you can send to your technical support (either the Value Added Reseller or Cisco Technical Assistance Center (TAC)). You access this page when the Value Added Reseller, Cisco TAC, or Health Summary page indicate that you need to perform tasks on this page. • The Cisco Diagnostics Tool-The Cisco Diagnostic Tool allows you to diagnose your system if you cannot access the Cisco Business Edition 3000 Administrative Interface • If you file a case with Cisco TAC, you may need additional troubleshooting tools, as described in the Opening a Case with Cisco Technical Assistance Center, on page 467. Troubleshooting Tips The following tips may help you when you are troubleshooting Cisco Business Edition 3000. OL-27022-01 Administration Guide for Cisco Business Edition 3000, Release 8.6(4) 411

Section	Page
Administration Guide for Cisco Business Edition 3000, Release 8.6(4)	1
Contents	3
Preface	17
Purpose	17
Audience	17
Organization	17
Conventions	18
Obtaining Documentation and Submitting a Service Request	19
Cisco Product Security Overview	19
Introduction to Cisco Business Edition 3000	21
Overview of Cisco Business Edition 3000	23
Benefits of Deploying Cisco Business Edition 3000	23
Components of the Cisco Business Edition 3000 System	23
The Cisco Business Edition 3000 Server	24
USB Support	25
Cisco-Provided .xls Data Configuration File	27
Phones	28
Attendant Console	29
Video Support	29
Voicemail	30
Auto Attendant	33
Gateway	35
SPA8800 Gateway	38
Overview	39
Configure the Related Connections on the Cisco Business Edition 3000 GUI	39
Add SPA8800 connections from the PSTN Connections page	39
Edit SPA8800 connections from the PSTN Connections page	40
Delete SPA8800 connections from the PSTN Connections page	40
Configure the SPA8800 Analog Phones on the Cisco Business Edition 3000 GUI	41
Add a SPA8800 analog phone from the Phones page	41
Edit a SPA8800 analog phone from the Phones page	41
Delete a SPA8800 analog phone from the Phones page	42
Edit SPA8800 devices from the Devices page	42
Delete SPA8800 devices from the Devices page	42
DID and ELIN configuration	42
PSTN Connection Settings	43
Perform the Initial Setup on the SPA8800 for IP Addresses using SPA Interactive Voice Response	43
Configure settings for TFTP on the SPA8800 GUI	44
SPA8800 Feature Codes	45
SPA8800 Limitations	45
SIP Trunking	46
Limitations of SIP Trunking	47
E1 R2 Connections	48
Connection Pack	48
Installing the Connection Pack File	49
Carrier Selection Profiles for Brazil	50
Connection Groups	51
Best Practices for Using DHCP for Acquiring IP Addresses	52
IP Addressing	52
DNS and Hostname Resolution	53
SFTP Server	53
Support for Computer Telephony Integration	54
Support for Voicemail with Email Integration	54
Common Configuration Concepts in Cisco Business Edition 3000	55
Network Settings	55
Dial Plans	56
Sites	59
Remote Management of Cisco Business Edition 3000 using Cisco OnPlus	62
Signing on to Cisco Business Edition 3000 using Cisco Onplus	63
Usage Profiles	64
Users, Departments, Phones, and Lines	66
Significant Behavior of SIP Trunk	68
Incoming 302 Moved Temporarily	68
Incoming OOD REFER Message Handling	69
Calling Party Transformation	69
Connected Party Transformation	70
Attendant Group	70
Hunt Lists	71
Call Pickup Groups	71
Example of Typical Deployment Model	73
Frequently Asked Questions	75
Signing in to the Cisco Business Edition 3000 First Time Setup Wizard	87
Signing in to the Cisco Business Edition 3000 Administrative Interface	87
Signing in to the Cisco Business Edition 3000 User Preferences Interface	88
Accessing the Icons on the Page	88
Accessing the Buttons On the Page	89
Finding Your Configuration	89
Deleting Your Configuration	90
Adding Your Configuration	91
Editing Your Configuration	91
Copying (Duplicating) Configuration	92
MCS 7890-C1 will not power up. Why not?	92
Connecting a USB DVD Drive	93
Disconnecting a USB DVD Drive	93
Working with the Cisco-Provided .xls Data Configuration File	95
When You Can Use the Cisco-provided .xls Data Configuration File	95
Considerations for Using the Cisco-provided .xls Data Configuration File	96
For Both the Initial Deployment and Bulk Insertion of Users and Phones After Initial Deployment	97
For the Initial Deployment Only	97
For Bulk Insertion of Users and Phones After Initial Deployment	98
Network Tab Settings	98
Date and Time Tab Settings	100
PSTN Gateway Tab Settings	100
Dial Plan Tab Settings	101
Block Rules Tab Settings	103
Abbreviated Dialing Tab Settings	103
Sites Tab Settings	104
Usage Profiles Tab Settings	106
Phones Tab Settings	109
Users Tab Settings	111
Cisco User Connect Licensing	115
Checklist for Licensing Before You Add a Phone to the System	115
Understanding How Licensing Works	116
Understanding The License Types	117
Understanding How Borrowing and Loaning of Licenses Works	119
Interactions and Restrictions	121
Working with Licenses	121
Obtaining Licenses	121
Installing a License File	122
Viewing Contents of the License File	123
Viewing Status for Licensing	123
Viewing the Number of Licenses That Are Used and Available	123
Backing Up and Restoring License Files	124
Deleting License Files	124
Understanding the Error Messages for Licensing	124
Phone Features	127
Ad hoc Conference	128
Barge	128
Call Back	129
Call Divert	130
Call Forward All	132
Call Forward Busy	132
Call Forward No Answer	132
Call Hold and Resume	133
Call History	133
Call Park	133
Call Pickup	134
Call Transfer (Direct and Consultative)	134
Call Waiting	134
Caller ID	135
Cisco Extension Mobility	135
Cisco Web Dialer	136
Click to Call	136
Distinctive Ringing	136
Do Not Disturb	136
Meet-Me Conference	137
Music On Hold	138
Mute/Volume Control	139
Phone Applications	139
Reach Me Anywhere	139
Rollover Lines	140
Shared Lines	140
Speed Dials	141
Busy Lamp Feature (BLF)	141
Voicemail	142
Checklists for Common Configuration Tasks	143
Checklists To Review Before Deployment	145
Gathering Customer Data Before a Deployment	145
Setting Up the Customer Network and Central Site	146
Using a Cable to Set Up Server Access to the Network	147
Using the Cisco Network Configuration USB Flash Drive	148
Questions to Ask Your Customer	149
Checklists for Configuring the Gateway	153
Installing the Gateway	153
Configuring the Gateway for the First Time	153
Editing the Gateway Configuration	155
Deleting the Gateway	157
Checklists for Users, Departments, Lines, and Phones	159
Adding a User to the System	160
Adding a Phone for a User	161
Adding a Department and a Public-Space Phone	163
Setting Up the Cisco VG224 Analog Phone Gateway for Fax	163
Setting Up Ad hoc Conferences	164
Setting Up Barge	164
Setting Up Call Divert	164
Setting Up Call Forward All	165
Setting Up Call Forward Busy	165
Setting Up Call Forward No Answer	165
Setting Up Call Park	166
Setting Up Call Pickup	166
Setting Up Cisco Extension Mobility	166
Setting Up Do Not Disturb	167
Setting Up Meet-Me Conferences	167
Setting Up Music On Hold	167
Setting Up Phone Applications	168
Setting Up Rollover Lines	169
Setting Up Reach Me Anywhere	169
Setting Up Shared Lines	170
Setting Up Speed Dials	170
Setting Up Voicemail	170
Setting Up Attendant Group	171
Setting Up Auto Attendant	171
Setting Up the System So that Incoming Calls Reach the Operator	172
Setting Up the System So that Incoming Calls Reach the Auto Attendant	172
Setting Up the System So that Incoming Calls Reach the Auto Attendant if the Operator is Not Available	173
Configuring Dial by Name on Auto Attendant	173
Configuring Cisco Mobile Client Support for Users	174
Checklist for Configuring Cisco Mobile Client Support for Users	175
Checklists for Backups, Upgrades, and Configuration Export	177
Backing Up Your Data	177
Upgrading Cisco Business Edition 3000	178
Reverting to a Previous Version of Cisco Business Edition 3000	180
Exporting Your Data and Importing to Cisco Unified Communications Manager Business Edition 5000	180
Field Descriptions for the Graphical User Interfaces	183
Add or Edit Call Pickup Group Settings	185
Administrator Settings	189
Attendant Group Settings	193
Auto Attendant Settings	195
Auto Attendant with One Menu for All Hours	195
Auto Attendant with Different Menus for Open and Closed Hours	197
Backup Settings	201
Call Detail Reports	205
Date Range and Time Zone	206
Summary Tab	206
Call Details Tab	207
Call Details Report Offloading	209
Remote Server Parameter Settings	210
Customize Call Classification Settings	211
Carrier Selection Profiles Settings	213
Country/Locale Settings	217
Cisco Extension Mobility Report	219
Configuration Export Settings	221
Connection Groups	225
Date and Time Settings	229
Department Settings	231
Devices Settings	235
Diagnostics Settings	237
Collect Logs	237
USB Flash Drive	238
Packet Capture	239
Ping	240
Gateway Loopback	240
PCM Capture	241
Dial Plan Settings	243
Dial Plan Settings	243
Translation Rules Settings	246
Block Rules Settings	248
Abbreviated Dialing Settings	250
Application Dial Rules Tab Settings	252
Hunt List Settings	255
Health Summary	259
License Settings	261
Music On Hold Settings	263
Network Settings	265
Phones Settings	269
Phone Applications Settings	271
Post-Setup Wizard	273
PSTN Connection Settings	277
PSTN Connection Settings	278
Connection Type	279
Device	279
Adding/Editing a Device	281
Provider	282
Connection Settings	282
Connection Type: E1 PRI	283
Connection Type: T1 PRI	291
Connection Type: T1 CAS	300
Connection Type: SIP Trunk	303
Connection Type: FXO	314
Connection Type: E1 R2	320
Digit Discard Instructions Settings	328
Calling Party Transformations Settings	330
Reach Me Anywhere Settings	331
Restart/Shutdown Settings	337
Restore Settings	339
Search Settings	343
Setup Mode Settings	347
Sites Settings	349
Configuring Central Site	351
Configure Remote Site	359
Configure Remote User Site	367
Configuring Logical Partitioning	374
Dial Plan Pattern Settings	375
SPA Dial Plan Patterns	378
System Notifications Settings	381
Summary Settings	383
Upgrade Settings	385
Installed Software Settings	391
Usage Profiles Settings	393
General Tab	393
Phone Button Template Tab	398
Phone Features Tab	399
Phone Application Tab	403
User Settings	405
User Preferences Settings	413
Voice Feature Settings	423
Voicemail Notification Settings	427
Troubleshooting in Cisco Business Edition 3000	429
Troubleshooting Overview	431
Troubleshooting Tools	431
Troubleshooting Tips	431
Related Topics	432
How to Diagnose a Problem	433
Troubleshooting Using MCS 7890-C1 LEDs	434
Troubleshooting from the Health Summary Page	436
Troubleshooting From the Diagnostics Page	438
Troubleshooting When You Cannot Access the Graphical User Interfaces	439
Troubleshooting by Using Cisco Diagnostics USB	439
Troubleshooting with the Network USB Flash Drive When You Cannot Access the Administrative Interface	442
Troubleshooting Using the System LED	444
Troubleshooting Issues	447
A critical internal software component is down and the system must be restarted	449
The conference bridge is experiencing an issue	449
The system has reached maximum capacity for multiparty conferencing	449
A large number of devices (phones) are unable to register with the system possibly indicating a problem with the internal network or network services	450
The gateway is experiencing an issue	450
One or more gateway ports are unable to communicate with the telephone network	451
The system is unable to communicate with the telephone network through the SIP trunk	451
Problems have been detected with the gateways connecting the system to the telephone network	452
The system is unable to offload call detail records	452
The maximum storage capacity for call detail records has been exceeded	453
The DNS service is incorrectly configured or unreachable	453
A required service failed	453
A problem has been detected with the system hardware	454
A firmware update is required for MCS 7890	454
An MCS 7890 is experiencing hardware issues	454
An MCS 7890 requires a BIOS recovery	454
Windows 7	455
Linux	455
Automatic Mode	456
Manual Mode	456
The system is experiencing sustained high CPU usage	457
The system is nearing maximum memory capacity	457
The system is nearing maximum processing capacity	457
The system has reached maximum capacity for calls going through the telephone network	458
The system is nearing maximum call capacity	458
The system has experienced an internal software error and must be restarted	458
A phone failed to register	459
PSTN calls are not established due to the value of the Called Party type number	459
Product licensing is out of compliance	460
The system has overheated and must be powered off and then restarted	460
The system fan is not operating properly and the system must be powered off and then restarted	460
The system CPU voltage is too high and the system must be powered off and then restarted	460
The system has experienced an error with voicemail and auto attendant services and must be restarted	460
The system has experienced an error with voicemail and auto attendant services and must be restarted	461
The system has reached capacity for voicemail and auto attendant calls. Voicemail and auto attendant services are unreachable	461
Voicemail and auto attendant capacity is reduced due to an unresponsive connection	462
The system has experienced an error with voicemail and auto attendant services and must be restarted	462
Due to an internal problem the system is running very low on hard disk space	462
A VM/AA service is utilizing a large amount of CPU resources	462
The system has experienced an error with voicemail and auto attendant services and must be restarted	463
How do I Enable or disable T1/E1 and ECAN Statistics Logging?	463
The phone is registered but automatically resets	464
The phone has one-way audio	464
A phone call cannot be established	464
Operator Assisted and Transit Network Dialing does not always work	465
A gateway is not listed in the Site Gateway Usage list	465
When you choose Local Gateways a remote gateway is listed in the Local Gateway list	465
Local gateway is not listed in the Local Gateway list	465
Gateways from a deleted site are no longer used	466
Problems reported with the SPA8800	466
Order of the PSTN Gateways used to route calls changes	467
Upgrade of the Cisco Business Edition 3000 software failed	467
Text displays in English not in my chosen locale	468
The restore of data failed	468
Cannot delete SPA8800 phone/connection	468
Unable to make calls to local mobile phone numbers	469
Outgoing PSTN calls take a long time to get established	469
Upgrade of Connection Pack fails during installation	470
Cisco OnPlus is unable to discover Cisco Business Edition 3000	470
The system is unable to connect to the outgoing email server used for sending System Notifications email	470
The system is unable to authenticate with the outgoing email server used for sending System Notifications	471
The system experiences an issue on generating a System Notifications email	471
Reimaging or Replacing the Cisco Business Edition 3000 Server	473
Reimaging an MCS 7890-C1	473
Using a Network Cable to Set Up Server Access to the Network	476
Using the Cisco Network Configuration USB Flash Drive	477
Performing Upgrade Using an USB Flash Drive	478
Performing COP file Installation Using an USB Flash Drive	480
Performing a Server Recovery	481
Replacing the Cisco Business Edition 3000 Server	481
Cisco Business Edition 3000 TCP and UDP Port Usage	483
Port Descriptions	483
Glossary	485
References	486
IETF TCP/UDP Port Assignment List	486
Opening a Case with Cisco Technical Assistance Center	487
Information You Will Need	488
Required Preliminary Information	488
Network Layout	488
Problem Description	489
General Information	489
Online Cases	489
Related Topics	489