Hybrid Call Services Troubleshooting

Document created by Cisco Documentation Team on Oct 25, 2016Last modified by Cisco Documentation Team on Aug 24, 2017
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Cisco Spark Status Page

 

If calls from the Cisco Collaboration Cloud to your enterprise are not ringing on the enterprise side, walk through the points in this checklist to double-check your configuration

  

Before you walk through these troubleshooting suggestions, see https://status.ciscospark.com/ for the latest information on any cloud outages. From that status page, you can also subscribe to notifications.

  

Restart the Call Connector from the Expressway-C

Disable and reenable the Call Connector, so that the connector captures Unified CM user and device configuration changes that you made while deploying Hybrid Call Services. During this restart cycle, the connector creates a remote destination with the Spark SIP address on the Cisco Spark remote device. This address is associated with end user accounts and the corresponding Cisco Spark accounts. Toggle this setting as a troubleshooting step if you experience any issues, too.

     
1    From Expressway-C, go to Applications > Hybrid Services > Call Service > Call Service Overview, change the call connector status to Disabled, and then click Save.
2    Change the status back to Enabled, and then save again.  

 

Troubleshooting Tips

Later, you may need to make a change to Unified CM end users or devices. If you do this to fix a configuration error, even if the call connector's "user validation test" passes for that user, you must restart call connector so that it picks up the configuration change.  

Mutual TLS and SIP Destination

 
Check these troubleshooting points related to the mutual TLS connection and certificates:
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    Install the Cisco Collaboration Cloud root certificate bundle on the Expressway-E.

      

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    Configure a dedicated mutual TLS port on the Expressway-E.

      

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    Configure a DNS zone for the cloud on the Expressway-E.

      

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    Open the mutual TLS port number in your firewall—5062, which may not be open by default.

      

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    Determine which root certificate option you are using in the Cisco Collaboration Cloud—The option is used to verify your Expressway-E's SIP TLS certificate.

      

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      Default store—Is your Expressway-E certificate signed by one of the public authorities? If you are unsure, use the custom store option.

        

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      Custom store—Is your Expressway-E certificate or its signer installed in the cloud? Does the certificate contain verified Expressway-E hostnames?

        

      
  

From the customer view in https://admin.ciscospark.com, go to Services > Hybrid Call > Settings. Check these points that are related to your SIP destination that you set during the deployment process:

  
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    The value points at your Expressway-E dedicated mutual TLS port.

      

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    Try to connect to the IP address:port. (Multiple addresses if you configured an SRV.)

      

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    If you configured an IP address or hostname, specify the mutual TLS port.

      

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    If you used an SRV, make sure that it is in the format _sips._tcp.<domain you put in as SIP Destination>.

      

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    If you do not want to set up an SRV, you can enter IP address:port or hostname:port as your organization's SIP destination.

      

  

Test Calls

 
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    Try a test call between two Cisco Spark users in the same organization; for this test, we recommend that both callers be enabled for Hybrid Call Service Connect.

      

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    If either of the users is configured for Cisco Spark calling, the call does not route to your environment.

      

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    Try to route a call from the enterprise side to the cloud first. This test allows you to verify that mutual TLS is set up correctly without having Cisco Collaboration Cloud routing decisions in the equation.

      

  

Cisco Spark Control Hub and Expressway-C Connector Hosts

 
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    From the customer view in https://admin.ciscospark.com:

      

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      Check for warnings that are related to Hybrid Call Service configuration:
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        Go to Services on the settings page from the Hybrid Call card.

          

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        Go to Users on the individual user's Call Service settings page.

          

        
        
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      If you see user activation errors, run a user status report from Services > Hybrid Call > Settings > User Status Report.

        

      
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    From the Expressway-C connector host, run the user validation check to identify any on-premises user configuration issues.

      

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    From the Expressway-C connector host, check the following items:
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      Cisco Unified Communications Manager connectivity under Applications > Hybrid Services > Call Service > Unified CM Servers.

        

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      Connectivity to the cloud and user status under Applications > Hybrid Services > Call Service > Call Connector Status

        

      
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    Check for alarms on the Call Connector that are related to hybrid call service users or user activation under Applications > Hybrid Services > Connector Management > Call Connector.

      


    Note


     

    User activation status is not real time; toggling on the hybrid call services for users can take up to six minutes to process.

      
      
  
Related Information

Expressway Pair Configuration

 
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    For calls that route from Cisco Collaboration Cloud toward the enterprise, check the search history and network logs on the Expressway-E. This step helps you isolate the problem to either the cloud or the enterprise.

      

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    For calls between hybrid users in Cisco Spark that result in two call notifications on the called party’s app: ensure that SIP Parameter Preservation is enabled on the Expressways. This setting is required to carry a parameter that Cisco Spark adds to the contact header and fixes the double-call issue.

      

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    If you reuse an existing B2B zone and search rules, consider creating dedicated zones and search rules instead. This setup avoids interference with existing zone settings for B2B/MRA, avoids routing loops, and makes troubleshooting easier.

      

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    Check the search history and network logs on the Expressway-E. Verify that the SIP INVITE from the cloud arrives at the Expressway-E and matches the DNS zone that you configured for the cloud.

      

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      If the SIP INVITE does not arrive or match the configured DNS zone, then follow the route of the call toward the Cisco Unified Communications Manager. This step helps you find where the call is failing or lost.

        

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      See the mutual TLS troubleshooting checklist.

        

      
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    Check the route header. Verify that it contains the cluster fully qualified domain name (FQDN) value that is configured under Cisco Unified Communications Manager enterprise settings and in the Expressway search rules. See this example route header and highlighted cluster FQDN:

      

     
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      Route: <sip:[Obfuscated];transport=tls;lr>,<sip:myucmcluster.example.com;lr>

        
        
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        In this example, the home cluster FQDN is myucmcluster.example.com.

          

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        The call connector takes that value from the cluster FQDN setting on that same Cisco Unified Communications Manager, caches the value in the cloud, and uses it for every call that must go to that cluster.

          

        
      
      
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    If a hybrid user calls a phone number from the Cisco Spark app, the cloud sends it to the Expressway in the user=phone format as phonenumber@CFQDN;user=phone. The CFQDN in the route header determines the path that the call takes from Expressway to Cisco Unified Communications Manager. Cisco Unified Communications Manager accepts the user=phone format and CFQDN as the domain.

      

  

Unified CM Configuration

 
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    User emails in Cisco Unified Communications Manager must exactly match the email (synchronized from Active Directory or from any other source) in the Cisco Collaboration Cloud.

      

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    User directory URIs must match any domains that you verified in your organization.

      

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    Check your codec configuration. See this document for more information about codec configuration.

      

    Cisco Spark supports the following codecs:

      

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      Audio—G.711, G.722, AAC-LD

        

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      Video—H.264

        

      
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    On the home Cisco Unified Communications Manager cluster of the affected users, choose System > Enterprise Parameters; under Clusterwide Domain Configuration, check the cluster fully qualified domain name (FQDN) setting. The FQDN value that you used must follow these guidelines:

       

                       
     

    FQDN Guideline

      
     

    Description and Example

      
     

    Multiple clusters

      
     

    The entry must be unique for each cluster—For example, cluster1.example.com, cluster2.example.com, and so on.

      
     

    No wildcards

      
     

    Do not use entries such as *.example.com or example*.com.

      
     

    First FQDN entry for Hybrid Calling

      
     

    In a list of multiple entries, the Cisco Collaboration Cloud uses the first entry for Hybrid Call Service Connect, and that first entry must not contain a wildcard.

      

    For example: cluster1.example.com *.example.com example*.com

      
     

    Different from Expressway-E

      
     

    Must be different from the Expressway-E system, DNS, and domain name. Otherwise, Expressway-E strips the route header.

      
     

    New entry for Hybrid Calling

      
     

    If your current FQDN entry in Unified CM doesn't meet the requirements listed above, you can add a new element to the beginning of the cluster FQDN setting for Hybrid Call Service Connect

      

    For example, if your existing FQDN setting in Cisco Unified Communications Manager is *.example.com *.example.org, add a unique, non-wildcard entry at the beginning of the field: "cluster1.example.com *.example.com *.example.org"

      
      
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    If you call another Hybrid Call Service Connect user from Cisco Spark, the called user's app may ring once then stop, or the call immediately drops after it's answered. To fix these symptoms, configure your Unified CM SIP trunk for blended identity (Set Calling and Connected Party Info Format to Deliver URI and DN in connected party, if available). If this step was missed, the SIP trunk cannot transmit the enterprise-side party’s directory URI to Cisco Spark.

      

  
 

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