Nortel Networks NN43001-121 manual

215

Troubleshooting

Use the following procedures to assist in troubleshooting general Converged Ofﬁce problems.

Checking Telephony Gateway (SIP Gateway) conﬁguration

Checking Telephony Gateway conﬁguration

Step Action

1Check all required Communication Server 1000 resources (packages, license, and Communication Server 1000 patches).

2Check the DN, telephone TN and PCA conﬁguration.

3Check the DNS on the Signaling Server.

4Verify the Signaling Server SIP and the MCM endpoint registration on the NRS.

5Ensure that MCM is registered to the NRS.

6Verify the Host Authorization and Certiﬁcates for Ofﬁce Communications Servers and Pool.

ATTENTION

Improper conﬁguration of Host Authorization and Certiﬁcates for Ofﬁce

Communications Servers and Pool is the primary reason Converged

Ofﬁce does not function properly in the Enterprise Edition conﬁguration.

—End—

Nortel Communication Server 1000

Nortel Converged Ofﬁce Fundamentals — Microsoft Ofﬁce Communications Server 2007

NN43001-121 01.03 Standard

Release 5.0 30 April 2008

Copyright © 2005–2008, Nortel Networks

Image 215

Nortel Networks NN43001-121 Checking Telephony Gateway SIP Gateway conﬁguration, Checking Telephony Gateway conﬁguration

Contents

NN43001-121 Legal Notice Contents NN43001-121 01.03 Standard Release April Installation 101 Maintenance 209 Appendix a Call Flow and protocol details 237 Copyright 2005-2008, Nortel Networks Other changes Ofﬁce Communications Server 2007 features December Revision HistoryJanuary Getting help from the Nortel web site How to get help Getting help through a Nortel distributor or reseller Introduction navigation Prerequisites Introduction Converged Ofﬁce Component overview navigation Converged Ofﬁce component overview Enterprise Voice components OCS Enterprise Voice OCS 2007 Voice components Core routing server components Media Gateways CS 1000 and OCS 2007 logical network elements Mediation Server Signaling and Media path between the OC client and CS Example of RCC with SIP CTI TR/87 Remote Call Control with SIP CTI TR/87 Remote Call Control Telephony Gateway and Services Converged Ofﬁce component overview Dual forking example Personal Call Assistant Personal Call Assistant PCA service OCS 2007 snap-in Access Edge Server CDR data collection Multimedia Convergence Manager Call Appearance pop-up window SIP CTI TR/87 Protocol SIP diagram IP diagram page 31 depicts the IP protocol information Hardware Load Balancer IP diagram Documentation References Ofﬁce Communicator Documentation References Technical document Content Primary audience Planning process Planning and engineering navigation Network conﬁguration Small network Small network conﬁguration Medium network Medium network conﬁguration Large network Large network conﬁguration Multiple customer network Multiple customer network Multiple location network Multiple location network Load Balancer prerequisites Load Balancer planningLoad balancer navigation TCP Load Balancer requirements High-scale and high availability conﬁguration Redundancy with Load Balancers Incoming Load Balancer Nortel Application SwitchCapacity planning Load Balancer capacity requirements SIP CTI TR/87 services requirementsCapacity planning navigation OC 2007 client requirements Planning and engineering SIP CTI TR/87 example Signaling Server requirementsMediation server requirements Maximum call rate Usage Call Server requirementsOCS Proxy and MCM capacity requirements General requirements navigation General requirements Operating System Requirements Server topology OCS Proxy server hardware requirements Hardware RequirementsMediation Server hardware requirements Hardware Ofﬁce Communicator client requirements Virtual ServerBack end database for a small to medium Enterprise pool Back end database for a large Enterprise pool Trunks SIP access portStorage Trafﬁc ﬁgures Traffic CCS Traffic Erlang Number of ports Inputs Description Traffic CCS Traffic Erlang Number of ports Port use Basic Client Conﬁguration Security Signaling and media encryption Signaling security Computer SIP Calls Signaling security with TLSDial Plan considerations Phone RCC or TR/87 Calls International Format Numbers Signaling and media pathsNumber formats supported by Ofﬁce Communicator Dialstrings Outside North America format North American format Outside North America Within North America Systems, platforms, and applications Telephony Gateway and Services planningTelephony Gateway and Services navigation International format numbers for SIP Gateway and SIP CTI SIP routing CapacityRedundancy SIP routing Feature Interactions Computer call Planning and engineering Telephony Gateway and Services planning Planning and engineering Remote Call Control with SIP CTI Supported systems, platforms, and applications Simple network diagram Nortel applications Other systems, call servers Gateways CDR Competitors Third party applications Geographic redundancy Single node RedundancyCampus redundancy Branch Ofﬁce redundancy MG 1000B/SRG SIPCTIStop all command Command Description Call Forward state changes Feature Interactions of RCC Feature Operation Description Feature Operation Description Converged Ofﬁce functionality LCS 2005 and OCS 2007 coexistenceClient considerations LCS 2005 and OCS 2007 coexistence Load balancer considerations Default conﬁguration parameters Parameter Default valueMigration planning from LCS 2005 to OCS MCM 2.0 to MCM Prerequisites Migration process User experience Phase DescriptionDetermine your deployment options Phase Description User experience Functionality Description of Migration Phases Step Action Migrating users from LCS to OCS End OCS 2007 users using CallPilotUniﬁed Messaging Uniﬁed Messaging navigation CallPilot conﬁgurations For Converged Ofﬁce users using a Nortel telephone Uniﬁed Messaging 2007 integrated Option OCS 2007 users using UM 2007-integratedFor Converged Ofﬁce users not using a Nortel telephone SA DN For Converged Ofﬁce users using a Nortel telephone Uniﬁed Messaging 2007 non-integrated OCS 2007 users using UM 2007-non-integrated SA DN PCA Cfna Signaling with integrated Voice Mail Signaling integrated Signaling with non-integrated Voice Mail Signaling non-integrated Planning and engineering Installation Installation and conﬁguration ﬂow Installation navigation OCS 2007 installation preparation and deployment OCS 2007 installation preparation and deployment ﬂow chart Installing the Signaling Server CS 1000 and Signaling Server installationOCS 2007 component installation Installing the CS 1000 system Active Directory Prerequisite OCS 2007 information Ofﬁce Communications Server OCS 2007 Enterprise Pool OCS Proxy server installation Select Network Connections Load Balancer installationInstalling the OCS Proxy server Installing the Load Balancer Prerequisite MCM information MCM installationInstalling MCM Select Create a new account Conﬁguration Active Directory conﬁguration Conﬁguration ﬂow chart Active Directory Microsoft Ldap server User properties Deﬁning users Click the Conﬁgure button 116 Conﬁguration Enable Remote call control Enable Enterprise Voice and PBX integration Ofﬁce Communications Server conﬁguration Enable both RCC and Enterprise Voice Voice Properties conﬁguration Load Balancer conﬁguration Step Action Click Forest and then Properties Enabling dual forking-globallyEnabling dual forking-by user Applying policy OCS conﬁguration procedures Conﬁguration of Static RoutesHost Authorization and Routing conﬁguration Opening Ofﬁce Communications Server Ofﬁce Communications Server Front Ends For an example, see Routing tab Routing tab Opening the Computer Management console Conﬁguring host authorization for the OCS Proxy Ofﬁce Communications Server Management Console Click the Host Authorization tab Edit Authorized Host OCS Front End OCS Mediation OCS Application Servers Pool Host Authorization CTI TLS SIP CTI TLS OCS Conﬁguring a Mediation Server Mediation Server conﬁguration Click the Next Hop Connections tab MCM 3.0 conﬁguration MCM architecture MCM architecture Example 1 Outgoing calls from Ofﬁce CommunicatorExample 2 Incoming calls to Ofﬁce Communicator MCM management console MCM Direct conﬁguration 138 Conﬁguration MCM menu options MCM conﬁguration window SPS Network topology ﬁelds Configuration field Description Mediation routing table Following Element Manager SIP URI MAP Element Manager SIP URI MAP Get SIP URI Get phone Enabling replication to the Global Catalog Replicating attributes to the Global Catalog Network dial plan Configuration field Description MCM 3.0 conﬁguration Enable phone integration on the client Telephony Gateway and Services conﬁguration Conﬁguring the Codec Call Server conﬁguration Codec conﬁguration Loss Plan conﬁguration Dialing plan to route to MCM Dialing Plan conﬁguration to route to MCM Marp Conﬁguring the Personal Call Assistant Prompt Response Description Screen output 156 Conﬁguration Caller ID table conﬁguration Following is a portion of the screen output DNS Server conﬁguration Home LOC and Home NPA conﬁguration DNS conﬁguration SIP Trunk conﬁguration SIP Gateway conﬁguration window STRI/STRO WNK WNK Sigo ESN5 Domain naming SIP Trunk Domain name Conﬁguring the SIP Trunk Domain name URI Mapping Element Manager Signaling Server Properties SIP URI Map SIP GW Clid Parameters SIP Gateway Clid Parameters conﬁguration Parameter Subscriber / Preﬁx to insert Parameter Country CodeParameter Area Code Parameter Subscriber / Number of Digits to strip NRS conﬁguration Ofﬁce Communications Server Service Domain CDR conﬁguration Remote Call Control conﬁguration Step Action Go to the Ofﬁce Communicator menu RCC and PBX integration on OC client Conﬁguring the AML Enable integration with your phone systemCS 1000 conﬁguration Type Adan LD 17 Conﬁgure AML Link Prompt Response Description LD 22 ISM Limit printout Conﬁguring the SIP CTI TR/87 ISM limitConﬁguring a station LD 11-Twinning a station Prompt Response Description Considering Madn Multiple Appearance DN Signaling Server conﬁguration TR/87 Node conﬁguration Node parameter conﬁguration SIP Gateway conﬁguration SIP Gateway parameter conﬁguration 180 Conﬁguration SIP CTI Services conﬁguration settings Parameter Customer Number Parameter Service EnabledSIP CTI Services settings Parameter International Calls As National Parameter Maximum Associations Per DN SIP CTI Dial Plan preﬁxes Parameter Dialing Plan SIP CTI Clid conﬁguration parameters Parameter Calling Device URI Format Scenario 1 SIP STI Dial Plan = CDPScenario 2 SIP CTI Dial Plan = UDP Parameter National/Number of Digits to strip Parameter Home Location CodeParameter Subscriber/Number of Digits to strip Parameter Subscriber/Preﬁx to insert North American Clid manipulation Non-North American SIP CTI conﬁguration example Non-North American Clid Manipulation Conﬁguring the SIP URI Map Conﬁguring CDR SIP Info message Normalizing Ofﬂine Recommended Normalizing phone numbers Creating Normalization rules Normalizing using the Address Book Service Example Normalization rule example for UDP dial plan Adding a new Normalization ruleResult Adding a new normalization rule Step Action Company phone number normalization rules for CDP Refresh Address Book on the client Refresh Address Book on the server Option 1 adding user Alias as Exchange UM OCS 2007 users using UM 2007 in integrated modeSIP Routing and Redundancy conﬁguration Redundancy conﬁguration Adding user Alias as Exchange UM Conﬁguring a basic mailbox for the UM user User Properties window for Exchange UM UM Address Dial plan window Uniﬁed Messaging Properties window Adding Exchange UM UM Address 206 Conﬁguration End 208 Conﬁguration Tools IntroductionCommunication Server MCM Remote Call Control Patches and upgradesSignaling Server OAM Level CLI Commands TTY SIP CTI Operational Measurements for SIP CTI Signaling Server Expert Level CLI Commands Polling message with IE type Checking Telephony Gateway conﬁguration Checking Telephony Gateway SIP Gateway conﬁguration Checking Remote Call Control conﬁguration Lack of memory on Signaling ServerProblem Checking Remote Call Control SIP CTI conﬁguration SIP Dialog not established SIP CTI services does not come upSymptom Solution SIP CTI service is down Solution 1 Check conﬁguration parameters in ADSolution 2 Conﬁrm Fqdn and the IP address are correct Screen output example for SIP CTI status Reconﬁgure SIP CTI service LD 48, check the Elan status on the Call Server MCM not synchronizing new users in AD Cache modeSolution 1 Check the Global Catalog content manually Solution 2 Access permissions for the AD object properties Checking the Global Catalog content manually Select User objects in the ﬁeld Apply onto Accessing permissions for the AD object properties Pop-up not displayed Enable Replicate this attribute to the Global CatalogOC client not registered Two pop-ups are displayed Delay for a SIP Gateway callCall Forward is cancelled by Ofﬁce Communicator Solutions Communication Server 1000 traces Ofﬁce Communicator disconnecting from the networkCapturing traces and logs SIP CTI trace in PDT Prompt Response Description SIP CTI traces on the Signaling ServerAML traces on the Call Server SIP CTI only SIP Gateway trace in PDT Prompt Response Description SIP Gateway traces on the Signaling Server Example of screen output for SIP Gateway trace MCM logs MCM logs Activating MCM loggingSIP and Debug MCM Event log MCM log ﬁle output Event Viewer window Resetting MCM debug traceResetting MCM debug trace Step Action OCS logs OCS debugging tool Activating OCS logsOC logs Enabling OC logs Step Action Turn on Logging and Windows Event Logging OC client start-up debugging Call Server information Check Case checklistsSignaling Server information Check No PBX connection for OC client Active Directory conﬁguration information Check NRS conﬁguration information CheckMCM conﬁguration information Check OCS conﬁguration information Tracing information Check Overview Contents Message sequence Call ﬂow Telephony Gateway and Services call ﬂowSIP Info message with ECMA-323 content Inbound call to OC client with SPS, OC client answers Inbound call to OC client with SRS, phone answers Direct inbound call to OC client, OC client answers Call ﬂow Call Forward by OC client Call Forward call ﬂow by OC client Remote Call Control Call Flow Remote Call Control Session Establishment through SRS Supported features Supported features Supported by Standard Edition Appendix B Conﬁguration Examples Overview of lab setup Setting up the lab Collecting required data Required Information Record your information For example Conﬁguring the Call ServerChecking the Call Server conﬁguration Slt LD 22--check for licenses Prompt Response DescriptionPrt LD 20-SIP Trunk conﬁguration Prompt Response Description LD 22-MSCONV package Prompt Response Description Type RDB Cust Rout DES SIP Tktp TIE Npidtblnum LD 21-SIP Route conﬁguration Prompt Response Description LD 11-TN conﬁguration Prompt Response Description Tnb 152 0 0 LD 21-Conﬁrm PCA for SIP Gateway Prompt Response Description LD 21-Conﬁrm PCA is activated Prompt Response Description Screen output shown here may differ depending on the setup Iapg Aacs no Itna no Dgrp Mlwulang 0 Mlng ENG Dndr Flen DSP LSC Rrpa no RLI Ccba no NPA NXX LD 87-Conﬁgure DSC for PCA Prompt Response Description Checking the conﬁguration of the Signaling Server Signaling Server checklist Fqdn of the OCS 2007 Front End server DNS conﬁguration on the Signaling Server SIP GW Settings SIP URI Map Checking NRS conﬁguration Step Action Conﬁguring Network Routing Service NRSSIP CTI Services Signaling Server and MCM Endpoints status on NRS Routing Entry Active Directory user conﬁguration Checking the settings of Active Directory user conﬁguration General user properties Communications properties User Options Checking the MCM installation and conﬁguration MCM Application MCM Gateway Endpoint conﬁguration MCM Conﬁguration screen Enterprise EditionOverview of general lab set-up Microsoft Active Directory Collecting Data for Enterprise EditionOCS Enterprise Edition General Overview Required information Record your For example Information OCS OCS Management Console OCS Management Console Determining the exact Fqdn of the pool OCS Default Applications RunningIdentifying the active default applications Step Action Default applications General tab settings Checking the conﬁguration of Certiﬁcates General settingsSecurity/Certiﬁcates Front End server Certiﬁcate Host AuthorizationChecking the conﬁguration of Host Authorization Choose the Host Authorization tab Checking that Routing is correctly conﬁgured Host Authorization for Front End serverRouting Routing for Enterprise Pool Select sipinternaltls Click on the Service Location SRV tabConﬁguring DNS Checking that DNS is correctly conﬁgured Sipinternaltls SRV records Host a record for the Pool Active Directory conﬁguration User Advanced Settings Installing and conﬁguring MCM RTC Server Local Group Checking that MCM is correctly installed and conﬁgured RTC Server Application group MCM conﬁguration Checking that NRS is correctly conﬁgured Checking that the Signaling Server is correctly conﬁguredConﬁguring NRS MCM endpoints Routing Entries for Endpoints Normalizing Phone Numbers Appendix B Conﬁguration Examples Appendix C Abbreviations CDP OCS IPSec Pstn Xpec VoIP Appendix C Abbreviations Page Nortel Communication Server