Troubleshooting Unified CM Call Signaling Issues Using Webex Cloud-Connected UC

If you are a read-only administrator, a full administrator, or a support administrator, you can utilize the troubleshooting information that is shown in Control Hub to determine the underlying cause of Unified CM call signaling issues that your users are experiencing. This is possible because you have access to all of the information that is presented there.

From the customer view in Control Hub, go to Monitoring > Troubleshooting. Click Connected UC.

The Troubleshooting page appears with the following information:

• Calling number—The number from where the call was made.
• Log analysis—Shows the action and the status of the call log analysis. Can have the following values:
• Collect logs—Call logs are not analyzed yet. Click Collect logs to start the collection and analysis of call logs.
• Show analysis—On completion of the analysis, Collect logs changes to Show analysis. If you click Show analysis, you’re redirected to the analysis.
• Step X of 4—Call log collection is in progress.
• Retry—Analysis of call log has failed. Click Retry to initiate the analysis of call logs again.
• Dialed number—The number to which the call was made.
• Final called number—The number to which the call is eventually connected. If a call gets transferred, this number is different from the Dialed number.
• Call status—Displays the call status, such as Success, Failed, or Dropped.
• Success denotes signaling and media success.
• Failed—If the origination and termination cause code of a CDR are not one of these values—’0′, ‘1’, ‘2’, ‘3’, ’16’, ’17’,’31’,’126′,’127′,’393216′,’458752′,’262144′, then it is classified as Failed. Failed denotes a signaling failure.
• Dropped—Failed Calls with duration greater than 0 is classified as Dropped. It is a subset of Failed Calls. Dropped denotes a media failure.
• If you’re using Unified CM version 12.5 or lower, refer to the Call Termination Cause Codes table in Call Detail Records Administration Guide for Cisco Unified Communications Manager.
• If your’re using Unified CM 12.5 SU(1) or higher, refer to the Call Termination Cause Codes table in Call Reporting and Billing Administration Guide for Cisco Unified Communications Manager.
• Reason for failure—Reason for the call failure or call drop.
• Call quality—Displays the call grade, such as Good, Acceptable, Poor, or Ungraded. For some of the recent calls, the data may take some time to appear. Until it is available, the value that is displayed in this column is Ungraded.
• For more information about how calls are graded, see Unified CM Call Quality Grades.
• Start time—Date and time when the call started.
• Duration—Time taken to finish the call in hours and minutes.
• End time—Date and time at which the call ended.
• Call ID—A unique identifier for the call. It can be used to search the detailed call logs.
• Source device—The endpoint from where the call was made.
• Destination device—The endpoint to which the call was made.
• Cluster name—Name of the Unified CM cluster.
• Unified CM IP address—IP address of the Unified CM cluster.
• Unified CM version—Version of the Unified CM on the cluster.
• Caller user ID—A unique identifier for the source endpoint.
• Dialed user ID—A unique identifier for the destination endpoint.
• Source URI—URI of the source endpoint.
• Destination URI—URI of the destination endpoint.
• Source IP address—IP address of the source endpoint.
• Destination IP address—IP address of the destination endpoint.

You have the ability to filter the troubleshooting information that is shown in Control Hub in relation to Webex Cloud-Connected UC calls by selecting certain criteria.

1.  Navigate to the Services > Connected UC menu option from the customer view in Control Hub. Click the Dashboard button located on the Operations card.

2.  Select any chart and then click the Troubleshoot now button.

This will load the Troubleshooting page in a new tab with the relevant filter already selected.

1.  In Control Hub, navigate to the Monitoring > Troubleshooting menu option from the customer view. To connect, click on Connected UC.

The page with troubleshooting instructions loads up.

2.   Choose the filter (or filters) that you want to use to process the image.

3.  Click the “Collect logs” button that is located in the Log Analysis column for the call that you wish to collect logs for.
By selecting multiple nodes, you can simultaneously collect the logs.

4.  You can see the progression of the log gathering process for a specific call by selecting that call’s progress bar and clicking on it.

The window for monitoring the status of the Log collection displays. During the process of log gathering, there are several       stages that take place, which are as follows:

You can examine the cause of call failure by analyzing the logs that have been collected.

Click the Show analysis button once the call logs have been collected so that the results may be loaded.

The SIP-Incoming window, which displays four tabs, appears once the results have been loaded successfully. Make use of them to investigate the causes of the unsuccessful calls. The following are the tabs that are available on the SIP-Incoming window:

• Information about the call’s legs, including negotiated capabilities and SIP legs, is provided by this function.

The illustration that follows provides an example of a Call leg information tab.

• The Signaling tab displays the SIP talks that are taking place, which includes information regarding the messages’ direction, expandable SIP messages, and negotiated media capabilities.

The picture that follows provides a sample of a tab for the Signaling section.

• A visual representation of the call signaling traveling through the Unified CM clusters is presented in the form of a Ladder Diagram.

The figure that follows provides a representation of a sample Ladder Diagram tab.

• Displays a list of all digit analyses that were performed on the call that was being studied. These analyses were performed as part of setting up the call.

An example of a Digit Analysis tab is presented in the following illustration.