FeedbackTable Of Contents
Obtaining Technical Assistance
Contacting TAC by Using the Cisco TAC Website
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:
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Obtaining Technical Assistance
Purpose
The Troubleshooting Guide for Cisco CallManager provides descriptions of the tools and utilities used to configure, monitor, and troubleshoot Cisco CallManager Release 3.1(1), Cisco IOS Gateways, and Gatekeeper.
Appendices provide detailed examples of three different call flows. In the first case study, a Cisco IP Phone calls another Cisco IP Phone within a cluster, which is called an intra-cluster call. Once you understand the call flow and debug traces, it will be easier to isolate a problem and determine which component is causing the problem.
Audience
The Troubleshooting Guide for Cisco CallManager is written for network administrators responsible for managing the Cisco CallManager system, enterprise managers, and employees. This guide requires knowledge of telephony and IP networking technology.
Organization
Table 1 shows how this guide is organized.
Table 1 How This Document is Organized
Provides an overview of the tools available for troubleshooting potential problems you may have with Cisco CallManager.
Chapter 2 "Troubleshooting and Monitoring Tools and Utilities"
Describes the tools and utilities you can use to configure, monitor, and troubleshoot Cisco CallManager.
Describes how to diagnose some of the common problems that you may experience with Cisco CallManager.
Describes a case study on the call flow between two Cisco IP Phones within a cluster.
Describes a case study on a Cisco IP Phone calling through a Cisco IOS Gateway to a phone connected through a local PBX or on the PSTN.
Describes a case study on a Cisco IP Phone calling another Cisco IP Phone located in a different cluster.
Provides detailed information about CDRs and CMRs.
Related Documentation
Refer to the following documents for further information about related Cisco IP Telephony applications and products:
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Conventions
This document uses the following conventions:
Notes use the following conventions:
Note
Timesavers use the following conventions:
Timesaver
Tips use the following conventions:
Tips
Cautions use the following conventions:
Caution
Warnings use the following conventions:
Obtaining Documentation
The following sections provide sources for obtaining documentation from Cisco Systems.
World Wide Web
You can access the most current Cisco documentation on the World Wide Web at the following sites:
Documentation CD-ROM
Cisco documentation and additional literature are available in a CD-ROM package, which ships with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or as an annual subscription.
Ordering Documentation
Cisco documentation is available in the following ways:
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http://www.cisco.com/public/ordsum.html
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http://www.cisco.com/pcgi-bin/marketplace/welcome.pl
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Documentation Feedback
If you are reading Cisco product documentation on the World Wide Web, you can submit technical comments electronically. Click Feedback in the toolbar and select Documentation. After you complete the form, click Submit to send it to Cisco.
You can e-mail your comments to bug-doc@cisco.com.
To submit your comments by mail, use the response card behind the front cover of your document, or write to the following address:
Attn Document Resource Connection
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-9883We appreciate your comments.
Obtaining Technical Assistance
Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools. For Cisco.com registered users, additional troubleshooting tools are available from the TAC website.
Cisco.com
Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information and resources at anytime, from anywhere in the world. This highly integrated Internet application is a powerful, easy-to-use tool for doing business with Cisco.
Cisco.com provides a broad range of features and services to help customers and partners streamline business processes and improve productivity. Through Cisco.com, you can find information about Cisco and our networking solutions, services, and programs. In addition, you can resolve technical issues with online technical support, download and test software packages, and order Cisco learning materials and merchandise. Valuable online skill assessment, training, and certification programs are also available.
Customers and partners can self-register on Cisco.com to obtain additional personalized information and services. Registered users can order products, check on the status of an order, access technical support, and view benefits specific to their relationships with Cisco.
To access Cisco.com, go to the following website:
Technical Assistance Center
The Cisco TAC website is available to all customers who need technical assistance with a Cisco product or technology that is under warranty or covered by a maintenance contract.
Contacting TAC by Using the Cisco TAC Website
If you have a priority level 3 (P3) or priority level 4 (P4) problem, contact TAC by going to the TAC website:
P3 and P4 level problems are defined as follows:
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In each of the above cases, use the Cisco TAC website to quickly find answers to your questions.
To register for Cisco.com, go to the following website:
http://www.cisco.com/register/
If you cannot resolve your technical issue by using the TAC online resources, Cisco.com registered users can open a case online by using the TAC Case Open tool at the following website:
http://www.cisco.com/tac/caseopen
Contacting TAC by Telephone
If you have a priority level 1 (P1) or priority level 2 (P2) problem, contact TAC by telephone and immediately open a case. To obtain a directory of toll-free numbers for your country, go to the following website:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
P1 and P2 level problems are defined as follows:
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