Final Runbook IPT-Amol

This Documents has
1. Move / Add / Change Requests

2. Reactive Incidents
3. Client software Installation Procedures
4. ACCESS Details
MOVE /ADD / CHANGE REQUESTS
Name Change on Phone
Scope:  This SOP is used for changing name on Phone.
Roles:  User
 Requestor (ISA)
 IT support team
Prerequisites:  Service ticket has been raised.
 Ticket has been assigned to the support engineer.
 Issue has been analyzed.
 AD ID
Inputs:  Service Desk ticket raised and assigned to Telephony - PBX/Voicemail
Support Team.
 First Name, Last Name, Location, AD ID, Mac address of phone.
Controls:  Tickets SLAs

 Colliers Standard configuration policy
Outputs:  Name changed on phone.
 Updates in the ticket.
1. Login to Call Manager with https://10.168.180.31.

2. Click on Call Routing >>> go to Route Plan Report
3. Provide the number >>> Click on find and follow the below screen shot.
4. Change the name in the below field as marked in Red in below screen shot.
5. After making the changes please click on Save and Apply Changes to that changes can take effect.
New Voicemail Creation
Scope:  This SOP is used for New Voicemail Creation
Roles:  User
 Requestor (ISA)
 IT support team
 Ticket has been assigned to the support engineer
Support Team
 First Name, Last Name, Location, AD ID.

Outputs:  Created new voicemail box for user.
 Login to https://10.168.180.35/ (Use your login credentials and click on login.)

 Then you will see the below page and then you need to click on Import Users.
 Follow the below step and search the user with last name or alias and click find.
And you will see it as below.
 Then select the check box next and select the correct template as per the user location
and assign the extension number in the box then click on Import Selected as shown
below.
 After clicking on Import selected you will get the below message that user is imported
successfully as shown below in screen shot.
Voicemail Pin Reset
Scope:  This SOP is used for changing voicemail pin.
Roles:  User
 Requestor (ISA)
 IT support team
Support Team.
 Extension need to be provided.

Outputs:  Voicemail pin changed to default.
 Login to https://10.168.180.35/ Use your login credentials and click on login.

 Click on Users on the left side on the top and you see the below screen as below.
 You can find user with his last name /Extension and alias as shown below.
 Then click on the alias and the click on edit.
 After you click on edit you see a list as below and click on Change Password.
 Default Pin for all new user is 1234.
Change Pin, click on save.
New Fax User Creation
Scope:  This SOP is used to create new EFAX creation.

 This SOP is not to be used for creating Physical Fax user.
Roles:  User
 Requestor (ISA)
 IT support team
 AD ID
Support Team.
 Fax Number, AD ID and Email address should be provided in ticket.
Outputs:  We have created new EFax User
 You need to take the Remote Desktop Connection, give IP 10.168.180.25, then click on connect,
Provide the user name as .\Administrator click OK as per the below screen shot.
 You have open the Right Fax Enterprise Fax Manager and click on Users on the top right side.
 Right click on the screen and you will see a drop down and click on New
 Fill User ID name and Inbound Routing as below.
Configuration of Expansion Module
Scope:  This SOP is used to configure expansion module on CISCO IP phone.
Roles:  User
 Requestor (ISA)
 IT support team
 User should allocated physical Expansion module and should be connected
to phone.
Support Team.
 Extension number, speed dial numbers and expansion module type should
be provided.

Outputs:  We have configured expansion Module
1. Physically attach the module to the base phone.

3. In CUCM, create a Phone Button Template that places line appearances on the side car.
4. Go to Device - Device Settings - Phone Button Template.
5. After creating phone button template you will see as below:
6. Add the phone button template to the required phone
Go to Device – Phone
7. Add an Expansion module to the phone.

8. Click on Apply Config and then Save it.
9. Choose one of the sidecar button and configure BLF speed dials.
Add Shared line
Scope:  This SOP is used to configure Shared line/Directory number.
Roles:  User
 Requestor (ISA)
 IT support team
Support Team.
 Need to provide Extension number and MAC address.
Outputs:  Configured shared line/Directory Number.
2. Go to Device >> Phone >> Select your phone
3. Go to Add new DN on left side of the page.
4. Add an Extension, partition and provide the name as well.
4. Click on Apply config and then Save it.

Configuration of Intercom:
Scope:  This SOP is used to configure Intercom feature.
Roles:  User
 Requestor (ISA)
 IT support team
 User should have 2 line phone with 1 line free to configure Intercom.
Support Team.
 Need to provide MAC address of both phone.

Outputs:  Configured Intercom feature for requested user.
An intercom line is a dedicated two-way audio path between two phones.

2. Create ‘Intercom partitions’
3. Go to Call Routing - Intercom - Intercom Route Partition.
4. Create ‘Intercom CSS’
5. Go to Call Routing >> Intercom >> Intercom Calling Search Space.
6. Create an ‘Intercom Directory Number’ for 1st phone by navigating to Call Routing -Intercom -
Intercom Directory Number as show in below figure
7. Create a second ‘Intercom Directory Number’ for 2nd phone as well.
8. Add an intercom line to the 1st phone by navigating to Device - Phone and then selecting the phone
to which the intercom line will be added.
9. Click on the “Modify Button Items” button. A small window may pop-up that reads: “Unsaved
Changes may be lost! Continue? Click on OK and the “Reorder Phone Button Configuration” window
will pop-up.
10. Highlight the ‘Intercom [1] – Add a new intercom’ option under the “Unassigned Associated Items”
box on the right side of the window and press the “<” button to move the intercom line into the left
box (Associated Items). Rearrange this option and place it in the line position where it will appear
on the phone.
Click on Save and then Close.
11. Add Intercom number to the phone and assign 2nd phone’s intercom number as speed dial in
intercom configuration.
12. Follow the same steps for 2nd Phone.

Configuration of Speed Dials
Scope:  This SOP is used to configure Speed Dials.
Roles:  User
 Requestor (ISA)
 IT support team
 User should have phone.
Support Team.
 Need to provide speed dial numbers with dialing pattern.

Outputs:  Configured Speed Dials on requested phone.

2. Go to Phone Configuration -> Modify Button Items
3. Add the ‘Speed Dial’ in the button list.

4. Configure the speed dial giving the label and the extension.
5. The label appears on the phone and corresponding extension is updated in CUCM.
Providing access to Unity Connection to Local ISA
Scope:  This SOP is used to provide Helpdesk administrator rights on Unity connection
to Local ISA.
 This SOP is not to be used to give Full access on Unity Connection.
Roles:  User
 Requestor (ISA)
 IT support team
 Necessary approvals has been taken.
 AD ID
Support Team.
 Need to provide AD ID.

Outputs:  Provided Helpdesk administrator roles in Unity connection to requested
user.
1. Login to cisco unity connection using URL https://10.168.180.35/ (Use your login credentials
and click on login.)
2. Find the user to be provided the access.
3. Open the user details by clicking on the name of the user.
4. Select Edit->Roles.
5. Assign the ‘Help Desk Administrator’ role to the user and save.
To configure a new cisco IP phone
Scope:  This SOP is used to configure new cisco IP phone.
Roles:  User
 Requestor (ISA)
 IT support team
 Issue has been analyzed
 User should have Physical phone allocated.
Support Team.
 Need to provide MAC address , Phone type, Extension

Outputs:  Configured Cisco phone in Call manager.
1. Go to Cisco Unified CM Administration >> Add New
2. Select the phone type (Cisco 7942, Cisco 8851).
The following screen appears:

3. Enter the details like the Mac, Device Pool etc.
4. Add the extension and enter the details:
5. Select the voicemail profile:
6. Set the CSS and check the appropriate checkboxes:
7. Enter the Display id and line text label and Save.

Configure Route Pattern
Scope:  This SOP is used to configure Route pattern
Roles:  User
 Requestor (ISA)
 IT support team
 Check with local service provider, how they expect call from Call manager
(Plan type/digits required).
Support Team.
 Need to provide sample number, location.

Outputs:  Configured Route pattern in call Manager.
Following items should be configured in CUCM before configuring Route Pattern
1. Gateway
2. Route list
3. Partition
4. Route filter (unless you are using <None>)
Steps:
1. Login to Call Manager with https://10.168.180.31

2. Choose Call Routing > Route/Hunt > Route Pattern.
3. Ensure that the directory route pattern, which uses the chosen partition, route filter, and
numbering plan combination, is unique.
4. Select the desired partition from the drop-down list box.
5. Enter a description of the route pattern.
6. Gateway/Route list. Choose the gateway or route list through which the call will route.
7. Route Option: Select the option if you want to block or route the route pattern
8. Call Classification: Call that is routed through this route pattern is considered either off (OffNet) or
on (OnNet) the local network
9. Use Calling Party's External Phone Number Mask: Check the check box if you want the full, external
phone number to be used for calling line identification (CLID) on outgoing calls.
10. Prefix Digits (Outgoing Calls): Digits are prefix to route pattern before sending to Gateway/Route
list.
11. Discard Digits: From the Discard Digits drop-down list box, choose the discard digits instructions
that you want to associate with this route pattern.
De-allocation/Delete of user.
Scope:  This SOP is used to De-Allocate user.

 We have to have approval from Dave/Kevin to delete VIP user.
Roles:  User
 Requestor (ISA)
 IT support team
Support Team.
 Need to provide user name, extension and location.

Outputs:  De-allocated user from Call manager as well as Unity connection.
When we get above request there might be chance that we can delete user which should not supposed
to delete. So we have decided to change the middle 3 digits to 444. Example DID : 2066945275- change
to 2064445275.
Below are the steps.
1. Login to Unity Connection with https://10.168.180.35.

2. Find the extension from user tab
3. Click on Specific user so that you will see basic details. You can see its integrate LDAP, so its not
editable.
4. Select option “Do Not Integrate with LDAP Directory”

5. Change the middle 3 digits. Example, extension 2066945275 to 2064445275 and save it
6. We can delete users monthly by finding extension with 444 and delete.
8. Change name on the phone as “Empty Desk”.
Extension Mobility
Scope:  This SOP is used to Extension Mobility Service on Call Manager.
Roles:  User
 Requestor (ISA)
 IT support team
Support Team.
Outputs:  Configured extension mobility service
Configuration of Extension Mobility Service for Cluster which can be used to configure extension
mobility phone

2. Go to Cisco Unified Call Manager Serviceability.
3. Select Tools > Control Center – Feature Services.

4. Make sure that the Cisco Extension Mobility service shows status Activated
Configure Extension Mobility Service URL
1. Select Device > Device Settings > Phone Services

2. Click Add New
3. In the Service Name field, type Extension Mobility
4. Fill the details as example in image.

5. In the Service URL field, Enter the following URL:
o http://IP address of cucm:8080/emapp/EMAppServlet?device=#DEVICENAME#
6. Click Save
Check Enterprise Parameters

Select System > Enterprise Parameters
1. Under Phone URL parameters, change all fields from CUCMNAME:8080 to IP-ADDR:8080.
2. Click Save
3. Click Ok from the pop-up warning.
Configure Extension Mobility Phone
Scope:  This SOP is used to Configure extension mobility phone on Call Manager.
Roles:  User
 Requestor (ISA)
 IT support team
Support Team.
 Need to provide MAC address of phone.
Outputs:  Configured extension mobility phone.

2. Select Device > Phone
3. Select the correct phone on which extension mobility is to be enabled.
4. In the Related Links: field, select Subscribe/Unsubscribe Services and click Go
5. In the pop-up window, under Select a Service pull down menu, select Extension Mobility.
6. Click Next
7. Click Subscribe
8. Click Save
9. Close the pop-up window.
10. Under Extension Information, check the Enable Extension Mobility box.
11. Click Save.
12. Click Ok from the pop-up warning.
13. Click Reset
14. In the pop-up window select Reset.
15. Click Close.
Configuring Extension mobility user
Scope:  This SOP is used to Configure extension mobility user on Call Manager.
Roles:  User
 Requestor (ISA)
 IT support team
 AD ID
Support Team.
 Need to provide phone type, user ID, extension

Outputs:  Configured extension mobility phone.
Creating Device profile for the End User :

2. Choose Device > Device Settings > Device Profile and click Add New.
3. From the drop down list, select the phone model to be configured.
4. Click Next
5. Enter a Device Profile Name, for example “User ID of end-user”.

6. From the Phone Button Template field, select Standard 7965 SCCP.
7. Click Save.
8. Click the link Line [1] – Add a new DN.
9. Assign valid DN, enter that DN in the Directory Number field.
10. Configure DN as per normal process.
11. Click Save.
12. Subscribe the extension mobility service to Device profile from drop down
Subscribe/Unsubscribe Services.
13. In the Select a Service, select Extension Mobility, then click Next.
14. Click Subscribe.
15. Click Save.
Associate User Device Profile to End user
1. Go to User Management > End User.

2. Click Find and search for the end-user.
3. Select the user from the list that matches the profile that was created.
4. Under Extension Mobility > Available Profiles, select the profile and move it to the
Controlled Profiles selection.
5. Under Default Profile, select the profile.

6. Click Save.
CUCM Backup configuration
Scope:  This SOP is used to Configure backup on call manager cluster(Call

manager/Unity Connection/UCCX)
Roles:  User
 Requestor (ISA)
 IT support team
 SFTP Server
Support Team.
 SFTP server IP address

Outputs:  Configured Backup on Call manager/Unity connection/UCCX.
To perform such task we need to use Administrator login in DRF module of CUCM
1. Login to https://10.168.180.31/drf
2. In Backup Device  SFTP Server is shown which takes the backup (CUCM transfers backup to
this server) you can add new with all the details mentioned in 3rd Screenshot.
3. For Adding new server it would require Hostname/Directory Path/Username & Password of the
Server
4. Perform same steps on Unity connection and UCCX.
Programming Time of Day routing
Scope:  This SOP is used to Configure Time of Day routing.
Roles:  User
 Requestor (ISA)
 IT support team
Support Team.
 We should have directory number and Time zone.

Outputs:  Configured Backup on Call manager/Unity connection/UCCX.
1. Login to https://10.168.180.31/
2. Call Routing Class of ControlTime PeriodAdd new
3. Mention Time Period Information
Name-DescriptionTime Day Start & End  Repeat daysSave
4. To apply this go to Call Routing Class of ControlTime ScheduleAdd new
5. NameDescriptionAdd Created Time Period from available time periodsSave

6. Apply Schedule to Partition and assign number you want to have Time of day routing in that
partition
Single Number Reach (SNR).
Scope:  This SOP is used to Configure Single Number Reach(SNR)
Roles:  User
 Requestor (ISA)
 IT support team
 User Should have physical phone and AD ID
Support Team.
 We need users cell number with dialing pattern, timings when user need
SNR

Outputs:  Configured Single Number Reach.
1. Create an end user as per standard configuration.

2. Associate his desk phone at his profile. This phone will be his primary phone.
3. Enable Mobility on End User page
4. Configure Remote Destination Profile (RDP):
Go in Device Device SettingsRemote Destination Profile
Make sure your remote destination number i.e. your Mobile number matches a Route pattern going to
your Gateway
Make sure the Re-routing CSS has the access to the Route pattern to successfully route the call to your
mobile number.
User ID field is mandatory.

5. Associate the Line number to your Desk phone extension
6. Configure Remote Destination:
Go to Device Remote Destination
 Make sure you check Mobile phone and enable Mobile connect.
 Associate it with the Remote destination Profile
 Destination number is the user’s personal number(mobile/home etc)
Phone Firmware upgrade
Scope:  This SOP is used to upgrade phone firmware
Roles:  User
 Requestor (ISA)
 IT support team
Prerequisites:  Change ticket has been raised.
 User Should have physical phone, Firmware .cop file from Cisco website
Support Team.
 We need have phone model, extension.
 Approval from Dave (IT manager)
Outputs:  Upgraded phone firmware
1. Login to Call Manager with your credentials using URL

https://10.168.180.31/cmplatform/index.jsp
2. Go to Cisco Unified OS Administration in CUCM
3. Go to software upgrade-->install/upgrades Add new and browse path of your downloaded
firmware file
4. Upload it.
5. Go to CUCM Admin page
6. Device --->Device Setting-->Device Defaults (go to particular ip phone model & copy phone load
name). then Click Update.
7. Go to the phone--> particular phone (as you need to upgrade the firmware version)-->device
page--> change phone load name.
8. Update it.
9. Restart TFTP Service in Cisco Unified Serviceability.
Language pack installation
Scope:  This SOP is used to install Language pack(Locale)
Roles:  User
 Requestor (ISA)
 IT support team
 Language pack file from Cisco website
Support Team.
 We need have extension of user.
 Approval from Dave (IT manager)
Outputs:  Installed Language pack
1. Login to Call Manager with your credentials using URL

https://10.168.180.31/cmplatform/index.jsp
2. Go to software upgrade-->install/upgrades
3. Add new and browse path of your downloaded firmware file
5. Restart TFTP Service in Cisco Unified Serviceability.

Configuration and upload MOH
Scope:  This SOP is used to upload and configure MOH
Roles:  User
 Requestor (ISA)
 IT support team
Support Team.
 Site details
 ISA/Requestor should provide MOH file in below format :
16-bit PCM wav file
Stereo or mono
Sample rates of 48 kHz, 32 kHz, 16 kHz, or 8 kHz

Outputs:  Uploaded MOH file on Call Manager and applied to phone
1. Upload MOH file in CUCM with .wav format
2. Add this same file in all nodes in the cluster

3. Add the MOH audio file in MOH server audio source and give a stream number
4. Add MOH Audio source in Phone

Prompt upload on UCCX
Scope:  This SOP is used to upload prompt on UCCX
Roles:  User
 Requestor (ISA)
 IT support team
Support Team.
 Site details
 ISA/Requestor should provide prompt file in below format :
CCITT u-Law, 8 kHz, 8 bit mono

Outputs:  Uploaded Prompt on UCCX
1. From the Cisco Unified CCX Administration main menu using URL
https://10.168.180.37/appadmin/main ,
2. Choose Applications > Prompt Management. The Prompt Management window displays.
From the Language Directory drop-down menu, choose the specific language and directory
where the prompt should be uploaded.
3. To add a new prompt
4. Click the Add a new prompt hyperlink. The Prompt File Name dialog box displays.
5. To open the Choose file dialog box, click Browse.
6. Navigate to the source .wav file folder and double-click the .wav file that you want to upload to
the Cisco Unified CCX Engine.
7. Confirm your choice in the Destination File Name field by clicking in the field.
8. To upload the .wav file, click Upload. The system displays a message that the upload was
successful.
Configuration of CAD agents
Scope:  This SOP is used to Configure CAD agents
Roles:  User
 Requestor (ISA)
 IT support team
Prerequisites:  Service Request has been raised.
 User should have AD account
Support Team.
 Site details
 Extension number
Outputs:  Configured CAD agent and installed CAD agent software
1. Go to End user and add IPCC extension

2. Add End user’s phone in Application user of UCCX
3. Subscribe Phone service for the particular phone of Agent
4. Download the CAD agent software form UCCX using URL

https://10.168.180.37/appadmin/main
UCCX>>>Tools>> Plug-ins
5. After installation of CAD agent software, use user’s id , password and Ext. which configured in
CUCM
CDR report for call from an extension
Scope: This SOP is used to get CDR report for call from an extension
Note: The CDR record storage is depend on number of call happening in cluster.
Roles:  User
 Requestor (ISA)
 IT support team
Prerequisites:  Service request has been raised.
Support Team.
 Site details
 Duration (Days or specific time)
Outputs:  Exported CDR report and share with customer
Call detail records (CDR) — Data records that contain information about each call that was processed by
Call Manager.
Enabling CDR
 Enabled via Call Manager service parameters.

 Under System -> Service Parameters
Select a server from the drop down box and then select the Call Manager service
Set the ‘CDR Enabled Flag’ to True
 Needs to be enabled per server basis.
 The default value specifies False
How to Pull CDR report for an extension:
1. CUCM navigate to Cisco unified serviceability.

2. Tools  CDR Analysis and Reporting.
3. New window will pop.

4. CDR  search  By User/Phone number
5. Enter the extension number for which we need call logs.
6. Select the time interval from which we need call logs.
7. CDR will display all the calls in interval selected.

8. Click view under CDR dump to check the dumps for particular call
Deploy Background Image/Colliers Logo on Cisco IP Phone
Scope:  This SOP is used to Deploy Background Image/Colliers Logo on Cisco IP

Phone using Background Deployment tool.
Roles:  User
 Requestor (ISA)
 IT support team
 Background deployment tool
 Phone should be connected to network
Support Team.
 Site details

Outputs:  Applied background Image
1. Setup a RDP connection ‘10.168.180.18’

2. Go to Device groups->Group Name
3. Select the desired device pool/region.
4. Click the ‘Inclusions’ tab and select the phone/directory number belonging to that device pool.
5. Now, go to ‘Image Selection’ tab and select the phone type and the image to be uploaded.
6. Go to ‘Deploy Backgrounds’ tab and verify the details and click on ‘Deploy Backgrounds’ button
below.
7. To view the final results,go to ‘Results’ tab and check the status of the process.
Configure Phone for CRM application
Scope:  This SOP is used to Configure Phone for CRM application
Roles:  User
 Requestor (ISA)
 IT support team
 User should have AD account
Support Team.
 Site details
 Extension number and MAC address

Outputs:  Configured user for CRM application.
1. Login to Call Manager using URL https://10.168.180.31.

2. Go to User Management>> Application User >>Navigate ICE_TAPI user
3. Associate device of desired user under controlled devices and save.
To configure a Polycom phone:
Scope:  This SOP is used to Configure Polycom phone
Roles:  User
 Requestor (ISA)
 IT support team
 Phone should be connected to network
Support Team.
 Site details
 Extension number and MAC address
Outputs:  Configured Polycom phone.
Note: We need to provide TFTP as 10.168.180.31, extension, user name and
password to ISA to configure Polycom manually.
1. Configure the end user in the cucm https://10.168.180.31/ccmadmin :

User management->End User->Add New
Enter the user id (combination of first name and last name), password, last name, middle name
and first name, digest credentials and name dialogue.
2. Associate the device on successfully entering the details.
3. Provide the appropriate permissions to’ groups’ and ‘roles’.

4. Configure the phone as Third party SIP phone(Advanced)
5. Enter the Highlighted parameters:
Save the information and provide TFTP as 10.168.180.31, extension, user name and password to ISA
to configure Polycom manually.
Testing SRST
Scope:  This SOP is used to test SRST at given site configured in call manager
Roles:  User
 Requestor (ISA)
 IT support team
 Need ISA support to test locally with Backup internet and Console.
Support Team.
 Site details

 Approval from Local Site manager
Outputs:  Tested SRST(Fallback Mode)
1. Log in to core switch using Putty (SSH).
2. Create standard access list to block call manager server subnet.
ip access-list standard SRST-TEST
deny 10.168.180.0 0.0.0.255
permit any
3. Apply on Vlan99(connection between core switch to voice gateway)
int vlan99
ip access-group SRST-TEST in
4.Check on Gateway if phones are getting register.
Sh ephone register
RTMT Monitoring (Gateway, Phones, Call Manager services monitoring etc)
Scope:  This SOP is used to Monitor Gateway, Phones, Call Manager services
monitoring etc. using RTMT
Roles:  User
 Requestor (IT)
 IT support team
 RTMT Software installed on Computer
 Admin rights to user
Support Team.

Outputs:  Monitored health of Gateway, Phones, Call Manager services monitoring
etc. using RTMT
1. Login RTMT with CUCM Publisher IP.

2. Once login below will be Home Page.
RTMT Monitoring: Gateway
1. On the Homepage click on Voice/Video Tab, Below Screen will be visible.

2. Under Gateway under Node there are Multiple Parameters,
MGCP FXS Ports Active/InService

MGCP FXO Ports Active/InService:
MGCP PRI Channel Active/InService: Configured PRI on Call Manager.
These Parameters shows the Gateway activities related to Call Manager.
RTMT Monitoring: Phone Devices
1. Under Device Summary Node there are Multiple Parameters,
1. Registered Phone Devices as per Node
2. FXS, FXO
3. PRI
4. MOH, MTP, CFB
5. H.323 Gateways
These Parameters helps when any fallback happens. We can check the count.
Incidents of IPT
Voicemail Mailbox Quota Warning
Scope:  This SOP is used to troubleshoot Voicemail Mailbox Quota Warning issue
Roles:  User
 Requestor (IT)
 IT support team
Support Team.

Outputs:  Deleted voicemails from Voice mailbox to make space
1. Ask the user to follow the link https://10.168.180.35/inbox/ and login into unity connection with
their AD id credentials.
2. Delete voicemails from the inbox one by one.
3. Delete voicemails from the deleted folder as well.
The voicemails deleted from the Cisco Unity Connection Web Inbox, will get simultaneously delete the
voicemails from your phone and outlook.
OR
Delete it from the outlook inbox and the changes reflect in the cisco phone as well.
Troubleshoot Phone Registration Issue (Configuring IP, Rejected etc.)
Scope:  This SOP is used to troubleshoot Phone Registration Issue (Configuring IP,
Rejected etc.)
Roles:  User
 Requestor (IT)
 IT support team
 ISA support needed
 Phone should connected to network
Support Team.
 Phone Model
 MAC address

Outputs:  Phone registered successfully
We use DHCP for All IP Phone Pool. Though Phones are DHCP Pool but not working pls follow
below steps.
Scenario 1: Phone Showing Configuring IP
1. If IP Phone shows only Configuring IP, trace the port where phone is connected.
2. Check switch port configuration if its in proper Voice VLAN
3. If Yes Then check DHCP settings on Switch or Router
Scenario 2: Phone Showing Rejected:
1. Confirm the MAC address and phone model to resolve this issue.
Scenario 3: Phone showing Registering

1. Check if phone is configured in call manager, if not add phone
2. Check if phone getting TFTP IP address as 10.168.180.32
3. Delete Trust List for Security configuration of phone
Unable to make outbound/inbound calls.
Scope:  This SOP is used to troubleshoot outbound/inbound calls issue
Roles:  User
 Requestor (IT)
 IT support team
Support Team.

Outputs:  External calls working successfully
1. Login into the Gateway using AD ID.

2. Check ISDN status - Show Isdn status
ISDN Serial0/2/1:23 interface

dsl 0, interface ISDN Switchtype = primary-ni
L2 Protocol = Q.921 0x0000 L3 Protocol(s) = CCM MANAGER 0x0003
Layer 1 Status:
ACTIVE
Layer 2 Status:
TEI = 0, Ces = 1, SAPI = 0, State = TEI_ASSIGNED
Layer 3 Status:
0 Active Layer 3 Call(s)
Active dsl 0 CCBs = 0
The Free Channel Mask: 0x807FFFFF
Number of L2 Discards = 2, L2 Session ID = 83
Total Allocated ISDN CCBs = 0
3. If you see TEI_ASSIGNED ie ISDN is down , contact ISP
The output should be as below
ISDN Serial0/2/1:23 interface
dsl 0, interface ISDN Switchtype = primary-ni
L2 Protocol = Q.921 0x0000 L3 Protocol(s) = CCM MANAGER 0x0003
Layer 1 Status:
ACTIVE
Layer 2 Status:
TEI = 0, Ces = 1, SAPI = 0, State = MULTIPLE_FRAME_ESTABLISHED
Layer 3 Status:
0 Active Layer 3 Call(s)
Active dsl 0 CCBs = 0
The Free Channel Mask: 0x807FFFFF
Number of L2 Discards = 2, L2 Session ID = 117
Unable to make outbound calls, Incoming is working
Scope:  This SOP is used to troubleshoot scenario where users are unable to make
outbound calls, Incoming is working
Roles:  User
 Requestor (IT)
 IT support team
Support Team.
 Calling and Called number should be provided by requestor

Outputs:  Incoming calls working successfully
1. Check CSS of Phone, if it has all partitions
2. Check Route pattern/RL/RP

3. If the GW is H.323 , check Dial-peers and Port configuration
dial-peer voice 14 pots

description ** Local dialing **
destination-pattern 9[2-9]......
port 0/0/0:23
forward-digits 7
ONNET calls are not working
Scope:  This SOP is used to troubleshoot scenario where ONNET calls are not working.
Roles:  User
 Requestor (IT)
 IT support team
Support Team.
 Calling and called number should be provided by requestor

Outputs:  On-net calls working fine
1. Check CSS having the ONNET partition.

Four digits dialing is not working
Scope:  This SOP is used to troubleshoot scenario where Four digits dialing is not
working.
Roles:  User
 Requestor (IT)
 IT support team
Support Team.
 Calling and called number

Outputs:  Four digit calls are working fine
1. Check CSS having four digits internal Proper partition. Also
Physical Fax issues
Scope:  This SOP is used to troubleshoot scenario where ONNET calls are not
working.
Roles:  User
 Requestor (IT)
 IT support team
 FAX machine should be connected to proper FXS port
Support Team.

Outputs:  Fax is working fine
1. Check fax is registered with CUCM with correct port number.
2. Check the CSS of FAX to allow sending FAX

3. Check Port configuration in GW
dial-peer voice 99901099 pots
service mgcpapp
port 0/1/0
One way Audio
Scope:  This SOP is used to troubleshoot one way audio issue
Roles:  User
 Requestor (IT)
 IT support team
Support Team.
 Calling and Called number need to be provided by requester

Outputs:  Two way audio call is working fine
1. Check IP routing is configured properly.

2. Work with Network team/Firewall team whether ports are open or not for the RTP stream and
routing.
3. Firewall team needs to check if voice subnet is allowed in IDC Encryption domain.
Issue with Headset
Scope:  This SOP is used to troubleshoot issue with Headset.
Roles:  User
 Requestor (IT)
 IT support team
Support Team.
 MAC Address of the phone.

Outputs:  Headset is working fine
Issue: if you try to pick up a parked call. After about 15 seconds the call gets dropped from the headset
(the phone will still say 'Connected', so you can still pick up the handset).
Solution:
The phone must be set for "Wireless Headset Hookswitch Control" = Enabled
1. Go to Device >>Phone
2. Open the desired phone. Scroll down to "Wireless Headset Hookswitch Control" Set to "Enabled"
Click "Apply".
4. Wait for the dialog box to appear, then reset the phone by clicking the reset button.
5. If Still Issue persist then we will need to reset EHS so that it will re-sync with phone
Please follow below procedure to re-sync.

1. Disconnect power cord from headset.
2. Disconnect Phone-to-Wall network cable from phone. Typically this is the middle port on the
back of the phone.
3. If present, disconnect power cable from phone.
4. If present, disconnect power cord from expansion module.
5. Disconnect EHS Cable from Aux port on back of phone (or expansion model, if present).
6. Disconnect EHS Cable from Headset.
7. If expansion module present, reconnect power to it.
8. Reconnect Phone-to-Wall network cable to phone, powering it back on. If phone requires
separate power cable, reconnect phone power cable as well.
9. Once the phone has finished booting, reconnect EHS Cable to Headset Port on phone and to Aux
port on Phone (use the Aux port on the expansion module, if present)
10. Reconnect EHS cable to headset.
11. Reconnect power to headset.
12. Make test call to verify procedure worked.
Troubleshooting Extension Mobility Issues
Scope:  This SOP is used to troubleshoot Extension Mobility issue
Roles:  User
 Requestor (IT)
 IT support team
 User should be there in AD
Support Team.
 MAC Address of the phone.
 Error code which user is getting

Outputs:  User is able to login on extension mobility phone.
Below are the common issues in extension mobility. We need to troubleshoot issue depending on error
codes.
1. Error: - Host not found

Resolution:-
 Check that the Cisco Tomcat service is running by choosing Cisco Unified Serviceability > Tools >
Control Center—Network Services
 If you have changed the ip address on service URL then click on "Update subscriptions" (Device
> Device Settings > Phone Services >IP Phone Services Configuration).and resubscribe each
phone to which the wrong service was subscribed.
2. Error:- You can’t see the EM feature after hitting the services button
Resolution:-
-Verify that you have configured the Extension Mobility service

-Verify the service URL is correct
– Start/Restart the EM services on each node you are running.
3. Error:- You can’t log in/out of the EM feature but you can see it after pressing the services button
Resolution:-
This error comes when you haven’t enabled the extension mobility , subscribed the phones/device
profiles to the service as needed and haven’t associated user to a device profile.
4. Error:- To set up speed dials and other services from your phone, please goto
https://x.x.x.x:8443/ccmuser/showHome.do
Resolution:-
The above error comes when you haven’t subscribed the phone or device profile to the EM profile. Once
this is done you should be able to see the EM profile and log in correctly.
5. Error:-After a user logs out and the phone reverts to the default device profile, the user finds that
the phone services are no longer available.
Resolution:-
1. Check the Enterprise Parameters to make sure that the Synchronization Between Auto Device
Profile and Phone Configuration is set to True.
2. Subscribe the phone to the Cisco Extension Mobility service.
6. Error:-After performing a login or logout, the user finds that the phone resets instead of restarting.
Resolution:-
 Locale change may provide the basis for reset.
 If the User Locale that is associated with the login user or profile is not the same as the locale or
device, after a successful login, the phone will perform a restart that is followed by a reset. This
occurs because the phone configuration file is being rebuilt.
7. Error [201]-Authentication error

Resolution:-
The user should check that the correct UserID and PIN were entered; the user should check with the
system administrator that the UserID and PIN are correct.
8. Error [22]-Dev.logon disabled

Resolution:-
Make sure that you have chosen "Enable Extension Mobility" check box on the Phone Configuration
window.
9. Error [205]-User Profile Absent

Resolution:-
Make sure that you have associated a Device Profile to the user.
10. Error [208]-EMService Conn. error
Resolution:-
Verify that the Cisco Extension Mobility service is running by choosing Cisco Unified Serviceability >
Tools > Control Center—Feature Services
.
11. Error [25]-User logged in elsewhere
Resolution:-
Check whether the user is logged in to another phone. If multiple logins need to be allowed, ensure the
Multiple Login Behavior service parameter is set to Multiple Logins Allowed
.
12. Error:- Http Error [503]
Resolution:-
 If you get this error when Services button is pressed, check that the Cisco Communications
Manager Cisco IP Phone Services service.
 If you get this error when you select Extension Mobility service, check that the Cisco Extension
Mobility Application service is running by choosing Cisco Unified Serviceability > Tools >
Control Center—Network Services.
13. Error:- [202]-Blank userid or pin

Resolution:-
Enter a valid userid and PIN.
14. Error:- [26]- Busy, please try again
Resolution:-
 Check whether the number of concurrent login/logout requests is greater than the Maximum
Concurrent requests service parameter. If so, lower the number of concurrent requests.
 To verify the number of concurrent login/logout requests, use Cisco Unified Communications
Manager Cisco Unified Real-Time Monitoring Tool to view the Requests In Progress counter in
the Extension Mobility object.
15. Error:-[6]-Database Error

Resolution:-
 Check whether a large number of requests exists
 If large number of requests exists, the Requests In Progress counter in the Extension Mobility
object counter specifies a high value. If the requests are rejected due to large number of
concurrent requests, the Requests Throttled counter also specifies a high value.
16. Error:- [207]-Device Name Empty

OR
Error:- XML Error [4] Parse Error
Resolution:-
Check that the URL that is configured for Cisco Extension Mobility is correct and there should be no
space in between.
17. Error:-[http-8080-9 ] EMX509TrustManager - checkServerTrusted:

BSCUCM001.blocksolutions.local Certificate not found in the keystore : the certificate chain is not
trusted, Could not validate path.
Resolution:-
Follow the below steps in order to resolve the issue:-
1. Go to Certificate management under security
2. Delete/Add Cisco Tomcat Cert
3. Restart Cisco Tomcat service, Cisco Trust verification service and EM service.
4. Try login to EM.
18. Error:- Login is unavailable(213)

Resolution:-
This error comes when the device or phone load does not support EMCC (eg. non-supported phone
models, supported phone models with older phone load).It could also be the incorrect service URL
and/or secure Service URL.
19. Error:- Untrusted IP Error

Resolution:-
This error comes when "Validate IP Address" service parameter is set to true and user tries to
login/logout from a machine whose IP address is not trusted i.e. not listed in Trusted List of Ips service
parameter)
20. Error:- Extension mobility fails after upgrade to 8.0.3

Resolution:-
-> In the CUCM OS Administration page, re-generate the "Tomcat" certificates in all the nodes in the
cluster. When the certificate is re-generated, the new certificate will be updated in the DB and CertMgr
component should create the tomcat-trust.keystore file.
-> Restart Tomcat in all the nodes.
“0” Dial issue after reaching users voicemail
Scope:  This SOP is used to troubleshoot issue “0” Dial issue after reaching users
voicemail
Roles:  User
 Requestor (IT)
 IT support team
Support Team.
 Main Line number of given site

Outputs:  Issue is resolved
1. Login to Unity connection using URL
https://10.168.180.35/cuadmin/home.do
2. Find User using Alias/Extension/Last name/First name

6. Go to EDIT>> Caller Input>>Edit Caller Input 0>>Call Action
7. Select Transfer to alternate extension and provide reception number.
User not getting voicemail on email
Scope:  This SOP is used to troubleshoot issue where user is not getting voicemail on
email
Roles:  User
 Requestor (IT)
 IT support team
 User should be O365 user
Support Team.
 Users correct email address

Outputs:  User is getting voicemail in email
1. Login to Unity connection using URL
https://10.168.180.35/cuadmin/home.do
2. Find User using Alias/Extension/Last name/First name
3. Go to Edit Unified messaging accounts, check if user has Office365UMservice
4. If yes, check if unified messaging account has correct email address and check user given single inbox
capabilities
5. Go to Edit>>SMTP proxy addresses, check if email address is correct.
6. If still have issue, check if user is O365 user. If it’s not then we need to move user over O365 else we
need to enable message relay feature in voicemail for user
Troubleshooting BOC server issues
Current BOC Setup
BOC License Issue
Scope:  This SOP is used to troubleshoot BOC License Issue
Roles:  User
 Requestor (IT)
 IT support team
 Local ISA support
Support Team.

Outputs:  BOC license issue is resolved
License are managed by BOC vendor. We need to check License on BOC server, if License are not
expired then advice user to restart client computer.
To check Licenses
Open BOC Phone System Settings.
After a few moments, the license should reflect correctly in the Phone System Settings tool in the
lower right corner.
If License are expired then we need to call BOC vendor and renew it.
Duplicate Entry Issues in BOC Console.
Scope:  This SOP is used to troubleshoot Duplicate Entry Issues in BOC Console
Roles:  User
 Requestor (IT)
 IT support team
Support Team.
 Sample extension numbers showing as duplicate

Outputs:  Duplicate entries are not showing in BOC
Generally BOC Display’s all the numbers which it receives from CUCM and LDAP. BOC’s behavior is,
basically it matches names based on number and it takes the number and try to look it up in Active
Directory.
If BOC Console shows Duplicate Entries, we would need to follow below steps.
 On CUCM, remove check from “Allow Control via CTI” from Affected Directory Number.
 Then in the BOC Phone System Settings -> Device Names, check the box for “Exact Phone Match
Only”
 Once it’s done Perform Update Names and Full LDAP Build
Troubleshooting BOC client
O. Unable to transfer calls.
Scope:  This SOP is used to troubleshoot issue where user is unable to transfer calls
Roles:  User
 Requestor (IT)
 IT support team
Support Team.
 MAC address of phone

Outputs:  User is able to transfer calls.
We need to make sure that MAC address and extension is correctly mapped in BOC client.
To check, you need to go Settings>>>Settings
BOC Paging Issue
Scope:  This SOP is used to troubleshoot issue where user is not able to page phones
using BOC
Roles:  User
 Requestor (IT)
 IT support team
Support Team.
Outputs:  User is able to page phones in office.
BOC paging is limited to 50 users as per vendor but we have seen it works for 100 users.
If Paging is not working then please check below things
1. If phone and extension is correctly mapped. If not then map correctly.
2. In call manager check if allow control from CTI is enabled on affected devices.
3. Check if both phones are in same VLAN.
4. Capture packet on the network port for the sending phone and the receiving phone during the time a
paging attempt is made. Check the flow.
5. Restart AXL service on call manager from serviceability page.
Q. Troubleshooting Right Fax client
1. Login to Right fax server and check if the user is configured for Rightfax.
2. Check the dialing rule for the group ID(depend on site)
3. Check for the router pattern with same group ID on call manager.
Client Software Installation Procedures
RIGHT FAX CLIENT INSTALLATION
Scope:  This SOP is to install Right Fax Client on users computer
Roles:  User
 Requestor (IT)
 IT support team
 Local ISA support ( Admin Rights)
 AD ID
Support Team.
 Fax number

Outputs:  Installed Right Fax Client on users computer
To install 10.5 client
1. please uninstall previous version and copy Client folder from below location
\\10.168.180.25
2. Double Click on Setup file(5003 KB) and follow normal installation process. Enter server name as
10.168.180.25 wherever asked.
If Users already have 10.5 Client they need to change server.
1. Open Right Fax client

2. Click on File >> Click on Open Server>> Provide Server Name as 10.168.180.25
BOC Client installation
Scope:  This SOP is used to install Bridge Operator console client on computer
Roles:  User
 Requestor (IT)
 IT support team
 Local ISA support(Admin Rights)
Support Team.
Outputs:  Installed BOC client
1. Set up RDP connection 192.168.180.22 and enter the credentials.
The following icon appears on the desktop. Open it.
2. Check the ‘I agree’ and click ‘INSTALL’
3. On successful installation, click ‘Finish’.
4. Open the ‘BOC setting file’ and configure as specified.

The following window appears on finishing the installation.
5. Select the extension of the user from the extension drop down arrow and verify the details and
click on ‘Import from File’.
6. This is the window that appears on successfully importing the user details and click next.
Final window of Bridge operator Console appears as follows:

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1. Move / Add / Change Requests

MOVE /ADD / CHANGE REQUESTS

Name Change on Phone

Scope:  This SOP is used for changing name on Phone.

Controls:  Tickets SLAs

1. Login to Call Manager with https://10.168.180.31.

Scope:  This SOP is used for New Voicemail Creation

Controls:  Tickets SLAs

 Login to https://10.168.180.35/ (Use your login credentials and click on login.)

Voicemail Pin Reset

Scope:  This SOP is used for changing voicemail pin.

Controls:  Tickets SLAs

 Login to https://10.168.180.35/ Use your login credentials and click on login.

Scope:  This SOP is used to create new EFAX creation.

Scope:  This SOP is used to configure expansion module on CISCO IP phone.

Controls:  Tickets SLAs

1. Physically attach the module to the base phone.

6. Add the phone button template to the required phone

7. Add an Expansion module to the phone.

Add Shared line

Scope:  This SOP is used to configure Shared line/Directory number.

4. Add an Extension, partition and provide the name as well.

4. Click on Apply config and then Save it.

Scope:  This SOP is used to configure Intercom feature.

Controls:  Tickets SLAs

An intercom line is a dedicated two-way audio path between two phones.

1. Login to Call Manager with https://10.168.180.31.

Click on Save and then Close.

12. Follow the same steps for 2nd Phone.

Scope:  This SOP is used to configure Speed Dials.

Controls:  Tickets SLAs

1. Login to Call Manager with https://10.168.180.31.

3. Add the ‘Speed Dial’ in the button list.

Controls:  Tickets SLAs

Scope:  This SOP is used to configure new cisco IP phone.

Controls:  Tickets SLAs

2. Select the phone type (Cisco 7942, Cisco 8851).

The following screen appears:

5. Select the voicemail profile:

6. Set the CSS and check the appropriate checkboxes:

7. Enter the Display id and line text label and Save.

Scope:  This SOP is used to configure Route pattern

Controls:  Tickets SLAs

Following items should be configured in CUCM before configuring Route Pattern

1. Login to Call Manager with https://10.168.180.31

Scope:  This SOP is used to De-Allocate user.

Controls:  Tickets SLAs

Below are the steps.

1. Login to Unity Connection with https://10.168.180.35.

4. Select option “Do Not Integrate with LDAP Directory”

Scope:  This SOP is used to Extension Mobility Service on Call Manager.

1. Login to Call Manager with https://10.168.180.31

3. Select Tools > Control Center – Feature Services.

Configure Extension Mobility Service URL

1. Select Device > Device Settings > Phone Services

4. Fill the details as example in image.

Check Enterprise Parameters

Configure Extension Mobility Phone

1. Login to Call Manager with https://10.168.180.31

Configuring Extension mobility user

Controls:  Tickets SLAs

1. Login to Call Manager with https://10.168.180.31

5. Enter a Device Profile Name, for example “User ID of end-user”.