Cisco IP Telephony & Video (CTCOLLAB)


This comprehensive course teaches you learner to troubleshoot Cisco Unified Communications Manager, Cisco VCS-C and Cisco Expressway in a multisite voice and video network. You will also learn troubleshooting methodology, triage, resources, tools and fixes at Cisco Collaboration Solutions – system or solution level. This course also covers troubleshooting Cisco Unified Communications Manager & UCM mobility features, VCS control and Expressway, and issues with call setup, ILS, voice quality and media resources.

The comprehensive labs provides you with a deep practical understanding of how to troubleshoot a multitude of issues with: Gateway and endpoint registration, LDAP integration, On-net single and multisite calling, off-net calling, ILS and GPDR, general mobility issues, device, extension and Cisco Unified Mobility, and Cisco TMS, transcoder, and issues with audio and video conferencing.


The primary audience for this course are:

  • Network Administrators
  • Network Engineers
  • Systems engineers
  • CCNP Collaboration candidates


This course is part of the following Certifications:


The following CCNA Collaboration courses or equivalent knowledge:

Working knowledge of converged voice, video and data networks

  • Working knowledge of the MGCP, SIP, and H.323 protocols and their implementation on Cisco IOS gateways
  • Ability to configure and operate Cisco routers and switches
  • Ability to configure and operate Cisco Unified Communications Manager in a single-site and multisite environments


Upon completing this course, you will be able to:

  • Describe a systematic methodology to troubleshoot issues in Cisco collaboration deployments
  • Troubleshoot issues that relate to Cisco Unified Communications Manager
  • Troubleshoot issues that relate to Cisco VCS
  • Troubleshoot call setup issues
  • Troubleshoot ILS and GDPR issues
  • Troubleshoot Cisco Unified Communications Manger mobility features
  • Troubleshoot issues that relate to Cisco TelePresence Management Suite
  • Troubleshoot media resource and voice quality issues


  OUTLINE: Troubleshooting Cisco IP Telephony & Video (CTCOLLAB)

Module 1: Introduction to Troubleshooting Cisco Collaboration Systems Solutions

  • Network Infrastructure
  • Call Control Systems
  • Endpoints
  • Media Resources
  • Applications
  • Analyze the Troubleshooting Process
  • Troubleshooting Methodology in Complex Environments
  • Define the Problem
  • Gather Facts
  • Consider Possibilities
  • Create an Action Plan
  • Implement an Action Plan
  • Observe Results
  • Restart the Problem-Solving Process
  • Document Facts
  • Overview of Troubleshooting and Monitoring Tools
  • Cisco Unified Serviceability
  • Cisco Unified Communications Manager Traces
  • Trace Output Example
  • Session Trace Log View
  • Cisco Unified RTMT Performance Monitor and Data Logging
  • Generic Call Filter Module
  • Sniffer Traces

Module 2: Cisco Unified Communications Manager Troubleshooting

  • IP Phone Initialization
  • Common DHCP-Related and TFTP-Related Issues
  • Using Ping to Cisco IP Phones
  • Verify TFTP Server Configuration
  • Cisco Unified IP Phone Status Messages
  • Cisco Unified IP Phone Network Configuration
  • Cisco IOS MGCP Gateway Communications
    • Endpoint
    • Configuration Elements
    • Registration
    • Registration Issues
    • Status
    • Monitoring Commands
    • Unsuccessful Registration
  • Cisco IOS H.323 Gateway and SIP Trunk Communications
  • Cisco Unified Communications Manager Is Not Responding
  • Cisco Unified Communications Manager Administration Web Page Is Not Displayed
  • Slow Response of Cisco Unified Communications Manager Server
  • Review of Cisco Unified Communications Manager Database Replication
  • Identification of Cisco Unified Communications Manager Database Replication Issues
  • LDAP Integration Options with Cisco Unified Communications Manager
  • LDAP Integration Considerations
  • Resolving Synchronization Issues
  • Resolving LDAP Authentication Issues

Module 3: Cisco VCS Troubleshooting

  • Overview of Endpoint Registration Issues
  • Troubleshooting Endpoints on Cisco VCS
  • Troubleshooting Cisco TelePresence Endpoints
  • Cisco VCS Is Not Responding
  • Cisco VCS Administration Web Page Is Not Displayed
  • Slow Response of Cisco VCS Server
  • Database Replication Review
  • Identifying Database Replication Issues
  • Fixing Cisco VCS Database Replication Issues
  • Review of LDAP Integration Options
  • General LDAP Integration Issues
  • Troubleshooting of Device Authentication Issues
  • Troubleshooting of Account Authentication Issues

Module 4: Call Setup Issues

  • Cisco Unified Communications Manager Call Setup Issues
  • Cisco VCS Control Call Setup Issues
  • Cisco Expressway Series Call Setup Issues
  • Call Setup Issues Between Call Control Systems
  • Review of Digit Analysis in Cisco Unified Communications Manager
  • Review of Partitions and CSSs
  • Troubleshoot Call Setup Issues in Cisco Unified Communications Manager
  • Troubleshoot One-Way Calling Issues
  • Troubleshoot Call-Forwarding Issues
  • Review of SIP and H.323 Endpoint Registration in Cisco VCS
  • Review of Subzones, Links, Pipes, and Search Rules
  • Troubleshoot Call Setup Issues in Cisco VCS
  • Troubleshoot Unified Communications Mobile and Remote Access Issues
  • Multisite Dial Plan Issues
  • Cisco Unified Communications Manager Issues
  • Cisco Unified Border Element Issues
  • Common Off-Net Calling Issues
  • Troubleshoot MGCP Gateway Issues
  • Troubleshoot H.323 Gateway Issues
  • Troubleshoot SIP Trunk Issues

Module 5: ILS and GDPR Issues

  • Review of ILS
  • Review of GDPR
  • Review of URI Call Routing When Using ILS
  • Review of Numbered Call-Routing When Using ILS
  • Common ILS-Related Issues and Their Causes
  • Troubleshoot ILS-Related Issues

Module 6: Cisco Unified Communications Manager Mobility Issues

  • Device Mobility Review
  • Call-Routing Implementation Options
  • Common Device Mobility-Related Issues and Their Causes
  • Troubleshoot Device Mobility Configuration Mismatches
  • Troubleshoot Device Mobility Call-Routing Problems
  • Troubleshoot Device Mobility Call Privilege Problems
  • Cisco Extension Mobility Review
  • Overview of Cisco Extension Mobility Issues
  • Troubleshooting Cisco Extension Mobility Login and Logout Issues
  • Troubleshoot Cisco Extension Mobility Call-Routing Issues
  • Review of Cisco Unified Mobility
  • Review of Unified Mobility Configuration Elements
  • CSS Implementation in Cisco Mobile Connect
  • Cisco Unified Mobility Access List Functions
  • Overview of Cisco Unified Mobility Issues
  • Troubleshoot Cisco Mobile Connect
  • Troubleshoot Cisco Unified Mobile Voice Access

Module 7: Cisco TelePresence Management Suite Issues

  • Review of Cisco TMS
  • Troubleshoot Cisco TMS
  • FindMe Review
  • Common FindMe Issues

Module 8: Voice Quality and Media Resources Issues

  • MTP Review
  • Troubleshoot MTP Registration and Nonresponsive Software Issues
  • MTP Allocation Issues
  • Transcoder Review
  • Troubleshoot Transcoder Registration Issues
  • Troubleshoot Conference Bridges Registered with Cisco Unified Communications Manager
  • Troubleshoot Conference Bridges Accessible via SIP Trunks
  • Cisco Unified Communications Manager Conference Bridges
  • Voice Quality Issues in Cisco Collaboration Systems
  • Identify and Isolate Voice and Video Quality Problems
  • Troubleshoot Layer 2 Quality Problems
  • Troubleshoot Voice Quality Issues on a Gateway
  • Troubleshoot Quality Issues at Endpoints
  • One-Way Audio and Video Issues


  • Gateway and Endpoint Registration Issues
  • LDAP Integration Issues
  • Endpoint Registration Issues
  • LDAP Integration Issues
  • On-Net Single-Site Calling Issues
  • On-Net Multisite Calling Issues
  • Off-Net Calling Issues
  • ILS and GPDR
  • Device Mobility Issues
  • Extension Mobility Issues
  • Cisco Unified Mobility Issues
  • Cisco TMS Issues
  • Transcoder Issues
  • Issues with Audio and Video Conferences