The Cisco TelePresence® Troubleshooting Training version 2.0 virtual instructor-led course offered by Learning Services High-Touch Delivery is a lab-intensive course that will satisfy the partner support services training requirement for the Deep Eligibility program. This course will provide a partner’s support staff the ability to troubleshoot issues ranging from configuration errors to complex infrastructure issues as related to the components of a Cisco TelePresence solution. This course will be a hands-on lab-driven training with the exception of immersive Cisco TelePresence (TX9000) content, which will be lecture based. This course combines lecture materials and hands-on labs throughout
to make sure that you are able to successfully troubleshoot a telepresence network.

Upon completing this course, the learner will be able to meet these overall objectives:

• Find and fix registration, call setup, provisioning, media, and clustering-related issues
• Identify hardware and IP infrastructure-related issues
• Understand Cisco® TMS and its role in troubleshooting
• Communicate effectively with the Cisco Technical Assistance Center (TAC)
• Resolve multiple faults in a test network

• Module 1: Registration Failure
  • Describing Registration Messages
  • Investigating Cisco VCS Registration Failure
  • Capturing and Interpreting Logs to Find Cisco VCS Registration Failures
  • Investigating Unified CM Registration Failure
  • Capturing and Viewing Logs to Find Unified CM Registration Failures
•  Module 2: Call Failure
  Describing Call Signaling Messages Investigating Call Failure for Cisco VCS Associated Devices Interpreting Logs on the Cisco VCS and Associated Devices Investigating Call Failure for Unified CM Associated Devices Viewing and Interpreting Logs on Unified CM and Associated Devices
• Module 3: Provisioning Failure
  • Obtaining and Viewing Packet Captures
  • Investigating Cisco VCS and Cisco TMS Provisioning Errors
  • Investigating Unified CM Provisioning Failure
•  Module 4: Call Quality
  • Media Review
  • Investigating Call Quality Issues
  • Investigating Logs to Determine Call Quality Issues
•  Module 5: Hardware Failure
  • Endpoint and Conference Device Hardware Failures
  • Call Control Hardware Failure and Monitoring
• Module 6: Network Services and Firewalls
  • Checking Network Service Availability
  • Checking Firewall Ports
• Module 7: Cisco TelePresence Management and Monitoring
  • Cisco TMS as a Monitoring Device
  • Cisco Unified CM Call Detail Records
  • Troubleshooting Cisco TMS
• Module 8: Clustering
  • Solving Cisco VCS, Cisco TMS, and Cisco TelePresence Conductor
    Clustering Issues
  • Solving Cisco MCU and Cisco TelePresence Server Clustering Issues
• Module 9: Fault Resolution Processes and Procedures
  • Fault Diagnosis
  • Fault Prevention and Documentation
  • Examining What to Do Before Contacting TAC
  • Communicating with TAC

Lab Outline

• Lab 1: Getting to Know the Network
• Lab 2: Cisco VCS and Endpoint Registration Failures
• Lab 3: Endpoint and Cisco VCS Logs
• Lab 4: Investigating Unified CM Registration Failure
• Lab 5: Unified CM SIP Trace
• Lab 6: Investigating Cisco VCS Call Failure
• Lab 7: Fault Finding on the Cisco TelePresence Conductor
• Lab 8: Using the Cisco Unified CM Dialed Number Analyzer
• Lab 9: Obtaining and Viewing a Packet Capture
• Lab 10: Investigating Cisco TMS Provisioning Issues
• Lab 11: Investigating Unified CM Provisioning Issues
• Lab 12: Analyzing H.323 Log Files
• Lab 13: Analyzing SIP Log Files
• Lab 14: Analyzing Interworking Log Files
• Lab 15: Analyzing Jabber Video Traces
• Lab 16: Investigating Call Quality Issues
• Lab 17: Analyzing Logs for Audio and Video Issues
•  Lab 18: Fault Finding on the Cisco TMS
• Lab 19: Test Plans
• Lab 20: Submitting Information to TAC
• Lab 21: Case Study

This course is designed for technical professionals who need to know how to troubleshoot
telepresence installations. The primary audience for this course includes:

• Cisco partner support community
• Customer technical support personnel

Following are the prerequisites for this course:

• One of the following:
  • Cisco TelePresence Installation and Configuratiuon Training (TICT)
  • Advanced Telepresence Video Solutions 1 and 2 (PAIATVS1 and 2) and
    hands-on experence with Cisco UCM and Cisco Conductor
  • Cisco TelePresence Basics on Demand, Cisco TelePresence Endpoint
    Foundation, Cisco TMS Foundation, Cisco TMS Advanced, Cisco VCS
    Foundation, Cisco Conferencing Foundation, and Cisco Conductor
    Foundation
  • Equivalent experience
• Networking knowledge, including IPv4 addressing, Open Standards Institute (OSI) 7-layer
  model, uses of switches and routers, Dynamic Host Configuration Protocol (DHCP), cabling,
  and DNS