Cisco Call Manager – A Walk

Through

Manoj Srinivas
Network Consulting Engineer

13th June 2014

Agenda
 What is Cisco Call Manager
 Key parameters in CUCM
 Media Resources
 Gateways

 End-points (IP phones)

 CUCM Features
 CUCM licensing
 CUCM Troubleshooting

 Common Issues
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What is Cisco Call Manager?

Unified Communications Manager is the call-processing component of the Cisco

Unified Communications System, extends enterprise telephony features and
capabilities to IP phones, media processing devices, voice-over-IP (VoIP)
gateways, mobile devices, and multimedia applications.

© 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
Key Parameters required on CUCM

Some of the Key settings/parameters that we need to configure before starting to

add any devices on CUCM:
 Cisco Unified CM Group
 Date/Time Group
 Region
 Device pool
 Location

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Cisco Unified CM Group
 In Cisco Unified Communications Manager Administration, use the System > Cisco Unified CM Group
menu path to configure Cisco Unified Communications Manager groups.
 A Cisco Unified Communications Manager Group specifies a prioritized list of up to three Cisco Unified
Communications Managers.
 The first Cisco Unified Communications Manager in the list serves as the primary Cisco Unified
Communications Manager for that group, and the other members of the group serve as secondary and
tertiary (backup) Cisco Unified Communications Managers.
 This accounts for redundancy where if Primary Server in the CM group is unavailable, then the IP
phone/gateways would try to register to secondary/tertiary server.
 Each device pool has one Cisco Unified Communications Manager Group that is assigned to it.

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Date/Time Group
 In Cisco Unified Communications Manager Administration, use the System > Date/Time Group menu
path to configure date/time groups.
 Use Date/Time Groups to define time zones for the various devices that are connected to Cisco Unified
Communications Manager.
 Date/Time group is then assigned to a Device pool which in turn is assigned to a device.
 Installing Cisco Unified Communications Manager automatically configures a default Date/Time Group
that is called CMLocal.
 CMLocal synchronizes to the active date and time of the operating system on the server where Cisco
Unified Communications Manager is installed.

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Region
 In Cisco Unified Communications Manager Administration, use the System > Region menu path to
configure regions.
 Use regions to specify the maximum bit rates for audio and video calls within a region and between
existing regions.
 For every region, an association exists with that region in other regions; therefore, the addition of regions
occurs in a matrixlike fashion

  Region A Region B Region C

Region A      
Region B      
Region C      

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Location
 In Cisco Unified Communications Manager Administration, use the System > Location menu path to
configure locations.
 Location configuration is used to implement Call Admission Control in a centralized call-processing
system.
 Call Admission Control allows you to regulate audio/video calls by limiting the amount of bandwidth
available on the link.
 If CAC is not configured, this results in unlimited number of calls over the WAN link which would result
in audio quality issues, dropped calls etc.
 This setting is again assigned to Device Pool.
 This Location setting is different from Geo-Locations settings

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Device Pool
 In Cisco Unified Communications Manager Administration, use the System > Device Pool menu path to
configure device pools.
 Device pools define sets of common characteristics for devices.
 The device pool contains system, device, and location-related information.
 The user-oriented information such as Softkey Template, Locale used are recorded under Common Device
Configuration (Device > Device Settings > Common Device Configuration)
 This in-turn is assigned to a device pool.
 Every device has to associated to a device pool.
 The CM Group settings, Region, Location, Date/Time group discussed earlier are assigned to Device Pool
through which the device obtains its configuration information

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 Media Resources

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 A media resource is a software-based or hardware-based entity that performs media processing.
 Media processing functions include mixing multiple streams to create one output stream
(conferencing), passing the stream from one connection to another (media termination point),
converting the data stream from one compression type to another (transcoding), streaming music to
callers on hold (music on hold), packetization of a stream, streaming audio (annunciation), and so
forth.
 Software-based resources are provided by CUCM with the help of IP Voice Media Streaming App
(IPVMS).
 Hardware-based resources are provided with the help of DSPs on the gateway.
 The Media Resource Manager (MRM), a software component in the Unified CM, determines
whether a media resource needs to be allocated and inserted in the media path.

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Media Termination Point
 A Media Termination Point software device allows Cisco Unified Communications Manager to relay calls that
are routed through SIP or H.323 endpoints or gateways.
 We can allocate MTP for DTMF mismatch, RSVP requirements, Packetization mismatch.
 For Software MTP to get registered to CUCM, you would have to start Cisco IPVMS service.
 Each media termination point device that is defined in the database registers with the Media Resource Manager
(MRM). The MRM keeps track of the total available media termination point devices in the system and of which
devices have available resources.
 During resource reservation, the MRM determines the number of resources and identifies the media resource type
and the location of the registered media termination point device. The MRM updates its share resource table with
the registration information and propagates the registered information to the other Cisco Unified
Communications Managers within the cluster.
 CUCM software MTP supports only G711 codec

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Adding a hardware Media Termination Point

To add a hardware based MTP on CUCM, select MTP type as IOS enhanced MTP and provide the
MTP name. Note that the MTP name provided on CUCM and gateway should be same for MTP to get
Registered on CUCM.

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Transcoder
 A transcoder is a device that converts an input stream from one codec into an output stream that uses a
different codec.
 Starting with Cisco IOS Release 15.0.1M, a transcoder also supports transrating, whereby it connects two
streams that utilize the same codec but with a different packet size.
 There is no software Transcoders on CUCM. Hence this always is DSP based.

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Conference Bridge
 Conference Bridge on CUCM provides both ad-hoc and Meet-me conference functionality
 There are software and hardware based conference bridge
 For software based conference bridge, IPVMS service has to be running.
 Software based conference bridge supports only G711 calls.
 To initiate ad-hoc conference Press the Conference (Confrn) softkey, dial another participant, and press
the Confrn softkey again to add the new participant.
 Meet-me conferences require that a range of directory numbers be allocated for exclusive use of the
conference. When a meet-me conference is set up, the conference controller chooses a directory number
and advertises it to members of the group. The users call the directory number to join the conference.
Anyone who calls the directory number while the conference is active joins the conference.
 To initiate a Meet-me conference, the user has to press Meet-me software and dial the meet-me
conference DN

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Adding a hardware Conference Bridge on CUCM

Name on the gateway and CUCM should match for conference bridge to get registered

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Music on Hold
 Music on Hold feature allows a company to stream a music when the other party is on hold.
 CUCM server comes with a default MoH file. It also allows for custom Music on Hold files to be used.
 For Music on Hold to function, perform the below actions.
1. Configure Music on Hold files
2. Configure audio servers
3. Configure MRG and MRGL
4. Assign MRG, MRGL and audio file to device pool (can be provided on device as well)
 There are 2 ways in which MoH can be streamed. Unicast and Multicast
 Multicast music on hold conserves system resources. Multicast allows multiple users to use the same
audio source stream to provide music on hold. Multicast audio sources associate with an IP address.

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Music on Hold (Contd…)
 Unicast music on hold, the system default, uses a separate source stream for each user or connection.
Users connect to a specific device or stream.
 The music on hold server uses the Station Stimulus (Skinny Client) messaging protocol for
communication with Cisco Unified Communications Manager.
 The music on hold server advertises its media type capabilities to the Cisco Unified Communications
Manager as G.711 mu-law and a-law, G.729a, and wideband.
 A music on hold server handles up to 500 simplex, unicast audio streams. A music on hold server supports
51 audio sources, with one audio source that is sourced from a fixed device.
 CUCM supports below standard bit rate custom audio files.
1. 16-bit PCM (stereo/mono)
2. 8-bit CCITT a-law or u-law

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Configuring MoH on CUCM

Media Resource -> MoH file

Management to upload the file

Media Resource -> MoH audio

Source to assign a MoH stream
Number. This stream number gets
Assigned to Device Pool/device/line

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Media Resource Group and Lists
 Media resource groups (MRGs) and media resource lists (MRGLs) provide a method to control how
resources are allocated that could include rights to resources, location of resources, or resource type for
specific applications.
 Media resources are assigned to an MRG and MRG is in-turn assigned to an MRGL
 There is no specific order within MRG on how a resource gets allocated. Example: if we have 2 MTPs in
am MRG then there is no specific order in which the MTP gets chosen.
 Within, MRGL, CUCM follows top-down allocation mechanism. That is, the MRG which is at the top of
the list gets higher preference over the one below. If there are no resources available in the first MRG,
then CUCM moves to the next one.

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 GATEWAYS

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Gateways

 TDM/Digital gateways
 Trucking gateways
 Analog gateways

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TDM/Digital gateways

 Traditionally the only way for an enterprise to connect its internal voice and
video network to services outside the enterprise was by means of TDM
gateways to the traditional PSTN.
 Connections to PSTN/PBX were via T1/E1 Controllers, BRI, FXO
 Later came the SIP trunk services - Using SIP trunk to connect to Service
Providers

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Cisco Analog Gateways

 There are two categories of Cisco analog gateways, station gateways and trunk
gateways.
1. Analog station gateways – Provides POTS connectivity. Analog end-points
like analog phones, fax machines are connected to FXS ports
2. Analog trunk gateways - connects CUCM to PBX/CO through FXO, E&M
ports

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Gateway Protocols for Call Control

 Cisco Unified Communications Manager (Unified CM) supports the following IP protocols for gateways:
1. Session Initiation Protocol (SIP) - Typically used to connect to the PSTN and requires its own dial
plan configuration.
2. H.323 - Typically used to connect to the PSTN and requires its own dial plan configuration.
3. Media Gateway Control Protocol (MGCP) - Typically used to connect to the PSTN and does not
require its own dial plan configuration. Requires minimal configuration on the gateway.
4. Skinny Client Control Protocol (SCCP) - Typically used to connect to the PSTN and does not require
its own dial plan configuration. Requires minimal configuration on the gateway.

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SIP Gateways

• SIP is the most common and recommended call signaling protocol as aligns with overall Cisco
Collaboration Solution.
• SIP employs design elements similar to the HTTP request/response transaction model.
• Typical SIP URI is of the form sip:username:password@host:port.
• SIP clients typically use port 5060 to connect to SIP servers or other SIP end-points.
• A SIP transaction usually involves a User Agent Client (UAC) and a User Agent Server (UAS).
• UAC sends a SIP request and a UAS receives and request and sends a response
• SIP gateways are added as SIP trunks on CUCM with the IP address of an interface on SIP
gateway provided in the SIP trunk configuration

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Adding SIP Gateways on CUCM

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H.323 Gateways

• H.323 is usually referred to as Umbrella of Protocols - under which a number of other

protocols exist.
• H.323 is a system specification that describes the use of several ITU-T protocols. The
protocols that comprise the core of almost any H.323 system are:
1. H.225 Registration, Admission and Status (RAS)
2. H.225 call signaling
3. H.245 media signaling
4. H.239

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Adding H.323 Gateways on CUCM

Note: With respect to H.323 gateway registration, the gateway status on CUCM will never show registered
Since the gateway never registers to CUCM.

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MGCP Gateways

• Media Gateway Control Protocol (MGCP) is a plain-text protocol used by call-

control devices to manage IP Telephony gateways.
• MGCP is a Master/Slave protocol that allows the a Call Control Device (like
CUCM) to take control of a specific port on the gateway.
• With this, CUCM knows and controls the state of individual ports on CUCM.
• Advantage: Centralized gateway and dial-plan control
• The communication between CUCM and MGCP gateway takes place on UDP
port 2427

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Adding MGCP Gateway on CUCM

Note:
• To add MGCP gateway on CUCM, we first choose the gateway model on which we run the MGCP.
• Domain name provided on CUCM should match the name on gateway for it to register to CUCM
© 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31
 PHONES (IP/Analog end-points)

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Phones
• CUCM supports different models of IP phones with both voice and video capabilities
• Apart from IP phones, it extends support for analog phone models as well (including fax machines)
• The analog phones are typically connected to an FXS port on analog gateways which in-turn get registered
to CUCM as SCCP/MGCP end-point depending on protocol configured on the gateway
• Many IP Phone models support SCCP (Cisco proprietary) and SIP protocols for registration to CUCM
(with latest models support only SIP and the old models support only SCCP)
• Phones typically obtains its configuration based on device pool that it is assigned to or the configuration
that is assigned on the phone configuration page. Any setting that is configured on device page over rides
the settings on device pool
• These information are then downloaded during boot-up via TFTP through SEP<mac>.cnf.xml phone
config file.

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Adding IP phone to CUCM

• I have chosen 7975 as an example. We can see it supports both SIP and SCCP protocol. Hence
while adding the phone model, it would let you choose the protocol that you want to use.
• The config page for Phone would typically involve, assigning the device pool, location, security profile
Softkey template, Phone button template, assigning the DN
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 CUCM Features

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CUCM Features

CUCM provides various features. To list a few –

1. Extension Mobility
2. Extension Mobility Cross Cluster
3. IP Phone with VPN
4. Single Number Reach
5. Mobile Voice Access
6. Call Park
7. Device Mobility

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Single Number Reach
• Single Number Reach Feature allows CUCM to direct an incoming call to
user’s Mobile device thus allowing the call on both the desk phone as well as
the Mobile device
• Configuration check list
1. Enable user for Mobility so that mobile device can be added.
2. Configure a Remote Destination Profile and associate the user
3. Configure a Remote Destination
4. Associate Remote Destination to Remote Destination Profile

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Single Number Reach Configuration
Under User Management -> End users
Make sure Enable
Mobility check box
Is checked in End User config page

Under Device -> Device Settings ->

Remote Destination Profile provide a name
to the profile and associate the user ID.

For SNR, CUCM uses Rerouting Calling

Search Space

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Single Number Reach Configuration

Under Device -> Remote Destination

Provide a name and the Mobile no.
Also check “Mobile Phone” and
“Enable Mobile Connect” check box

© 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 39
 CUCM Licensing

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Architecture Overview

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 HCS Device Support and License Type

TelePresence
HCS Foundation & Standard Room

IMS Integration
HCS Basic CTS-3000/3200

99xx

Jabber Desktop
HCS Essential CTS-500/1000/1100

89xx Jabber Mobile

CTS-1300

Fax Analog 6911 694x/696x

79xx
EX60 / EX90 Profile Series

6921 Third Party

3905 6901
7937 SIP
Solution
Platforms

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 Enterprise License Manager can co-reside on a UC Product or can be run as a separate server

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 CUCM Troubleshooting

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Troubleshooting Overview
Resources available for Troubleshooting
1. Cisco Unified Administration Operating System
2. Real Time Monitoring Tool
3. Command line interface

General Model for Problem Solving

4. Analyze the network problem and create a clear problem statement. Define symptoms and
potential causes
5. Gather the facts that you need to help isolate possible causes
6. Consider possible causes based on the facts that you gathered.
7. Create an action plan based on those causes. Implement the plan.
8. Analyze the results to determine whether the problem has been resolved.

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What are CUCM Traces? How to Configure Traces?

• If you are familiar with Cisco IOS-based devices, the real time troubleshooting feature is an IOS
command called debug.
• A comparable tool in CUCM is called trace.
• An engineer can use CUCM traces to troubleshoot a range of issues starting with call-routing,
signaling, cores, crashes etc.
• CUCM can store the traces on server storage (log partition) for quite sometime.
• Although trace period depends on server activity. Example, a server with very high call
processing would not be able to store traces for a long period since that would be over-written.

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Trace Configuration
• Login to Cisco Unified Serviceability
• Go to Trace -> Configuration

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 Navigate to Trace > Configuration. Select your Server, and select the service of
interest.(I am choosing CM service)
In the Service dropdown select the service of interest. (I am choosing Cisco Call Manager)
Set the trace debug level to detailed when you have to troubleshoot any issue.
Check which processes of interest and check “Apply to all Nodes” option and save.
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How to collect Call Manager traces?

• Traces are collected with Real-time Monitoring Tool (RTMT)

• It can be downloaded from Unified CM Administration -> Application ->
Plugins
• Download and install RTMT

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• On start, it will prompt for server IP, enter IP address and click ok
• Enter the username and password (CUCM Administrator) on the prompt

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 • Select Trace & Log central.
• Double click on collect Files.
• Select the service and click next
• Select the appropriate parameters and
click finish

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 Common Issues

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Cisco Unified Communications Manager System Stops Responding
Symptom
The Cisco Unified Communications Manager system does not respond.
When the Cisco CallManager service crashes, the following message displays in the System Event log:
The Cisco CallManager service terminated unexpectedly.
It has done this 1 time. The following corrective action
will be taken in 60000 ms. Restart the service.

The Cisco Communications Manager failed to start due to the following error:
The service did not respond to the start or control request in a timely fashion.
At this time, when devices such as the Cisco Unified IP Phones and gateways unregister from the Cisco Unified Communications Manager,
users receive delayed dial tone, and/or the Cisco Unified Communications Manager server freezes due to high CPU usage

Possible Cause
The Cisco CallManager service can crash because the service does not have enough resources such as
CPU or memory to function. Generally, the CPU utilization in the server is 100 percent at that time.

Recommended Action
Depending on what type of crash you experience, you will need to gather different data that will help
determine the root cause of the crash

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Not able to login to CallManager GUI
Symptom
When logging to CallManager GUI, we receive “database communication error”

Possible Cause
This error is usually seen when “A Cisco DB” communications service on CUCM is not running.
“A Cisco DB” goes down usually when there is are any changes made with respect to server IP address, default gateway, Domain name
without following the proper steps as mentioned in CUCM guide

Recommended Action
Login to CUCM CLI and run “utils service list” and verify if “A Cisco DB” service is up and running.
If the service is reporting as not started, run “utils service start A Cisco DB” command from the CLI to start the service.
If A Cisco DB service not starting, collect “Service Manager” logs from RTMT to find why the service is not starting.

© 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 54
Service Core on CallManager
Symptom
RTMT reports crash of any CallManager service and core file being found.
Below log message can be seen in RTMT when a core gets generated.

%CCM_LPM-LPMTCT-2-CoreDumpFileFound: The new core dump file(s) have been found in the system.
TotalCoresFound:1 CoreDetails:The following lists up to 6 cores dumped by corresponding
applications. Core1:Cisco CallManager (core.31171.6.ccm.1377629139) App ID:Cisco Log Partition Monitoring Tool Cluster ID: Node ID:XXXXXXX

Possible Cause
The Cisco CallManager service can crash because the service does not have enough resources such as
CPU or memory to function. Generally, the CPU utilization in the server is 100 percent at that time.

Recommended Action
Find the list of core dumps from the CUCM in question by running “utils core active list”.
Perform the core analysis obtained from pervious command by running “utils core active analyze <corefilename>
Analyze the backtrace to understand why the process crashed.
Also collected relevant logs with respect to the process that crashed along with the backtrace.

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 Q&A

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Thank you.