Troubleshoot Unified CM call signaling issues using Webex Cloud-Connected UC

Introduction

View Troubleshooting Data

If you're a read-only administrator or a full-administrator or a support administrator, you can use the troubleshooting information that is presented in Control Hub to determine the root cause of Unified CM call signaling issues that your users face.

Before you begin

Ensure that you've logged in either as a full administrator, read-only administrator, or a support administrator. Troubleshooting log analysis works only for these roles.
For the Troubleshooting feature to work, you must enable Operational Metrics service for the desired Unified CM clusters on the Service Management page. For more information, see Enable or Disable Webex Cloud-Connected UC Services in Control Hub.
When you use the Troubleshooting feature to collect logs and analyze them, other data may be processed and stored outside your region as described in the Cisco TAC Delivery Services Privacy Data Sheet.
For the Troubleshooting feature to work, ensure that you deploy Webex Serviceability Connector. For more information, refer to the Deployment Guide for Webex Serviceability Connector.
For the Troubleshooting Feature to work, onboard all Unified CM clusters to Webex Cloud-Connected UC and enable Operational Metrics for them. Also ensure that you onboard these clusters to the Webex Serviceability Connector.
Ensure that you onboard all the nodes of each Unified CM cluster to the Webex Serviceability Connector.
On all call processing nodes, ensure that in the Cisco Unified Serviceability application, you set the Debug Trace Level to Detailed and in the Trace Filter Settings section, check the Enable SIP Call Processing Trace check box (see the following screen shots). For more information, refer to the Configure Trace section in the Cisco Unified Serviceability Administration Guide for your version of Unified CM release.

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.

Filter Troubleshooting Data

You can filter the troubleshooting information that is related to Webex Cloud-Connected UC calls that is presented in Control Hub.

Click the search area at the top of the page.

A drop-down list appears with the following filters:

Call quality
Call status
Call ID
Cluster name
Final called number
Calling number
Dialed number
Source device
Destination device
Caller user ID
Dialed user ID
Source URI
Destination URI

Select the filter that you want to apply. For example, if you want to see a list of all the poor calls, select the Call quality filter and click Poor from the drop-down list.

You can simultaneously apply multiple filters.

(Optional) Click x for a filter to clear it, or to clear multiple filters, click Clear all at the top right of the screen.

Cross launch from Operations Dashboard to Troubleshooting Page

1	From the customer view in Control Hub, go to Services > Connected UC. On the Operations card, click Dashboard.
2	On any chart, click Troubleshoot now. This cross-launches the Troubleshooting page with the appropriate filter selected.

Collect Call Logs

1	From the customer view in Control Hub, go to Monitoring > Troubleshooting. Click Connected UC. The Troubleshooting page appears.
2	Select the filter or filters that you want to apply.
3	In the Log Analysis column, click Collect logs for the call for which you want to collect logs. Click multiple nodes to collect the logs in parallel.
4	Click the progress bar corresponding to the call for which you want to view the progress of log collection. The Log collection status window appears. The following are the various stages that take place during log collection: Triggered Collecting Uploading Completed After reaching the Completed step, click Close to exit out of the Log collection status window. Click Cancel log collection to abort the collection of logs.

Show Analysis

You can use the collected logs to analyze the reason for call failure.

After call logs are collected, click Show analysis to load the results.

Once the results are loaded, the SIP-Incoming window appears showing four tabs. Use them to analyze the reason for the call failures. The tabs on the SIP-Incoming window are as follows:

Call leg info—Provides information about the call, negotiated capabilities, and SIP legs.
The following illustration shows a sample Call leg info tab.
Signaling tab—Displays the SIP conversations providing direction of the messages, expandable SIP messages, and negotiated media capabilities.
The following illustration shows a sample Signaling tab tab.
Ladder Diagram—Provides a visual representation of the call signaling traversing the Unified CM clusters.
The following illustration shows a sample Ladder Diagram tab.
Digit Analysis—Shows the list of all digit analysis that is involved in the call set up of the analyzed call.
The following illustration shows a sample Digit Analysis tab.