Cisco WEBEX Calling Monitoring and Troubleshooting for Government v1.0 (WEBEX-CALL-TSHOOT-GOV)

Agenda

1. Understanding Network Requirements, Protocols, and Ports for Webex Calling Gateways:

• Participants will learn to a deep understanding of the essential network infrastructure required for successful Webex Calling Gateway deployment in government settings. It focuses on the critical network requirements for supporting PSTN Gateways, diving into the specific protocols and ports necessary for seamless communication and data transfer within Webex Calling Gov Cloud integrations with Premise-Based PSTN Gateways. Through detailed explanations and practical exercises, this module not only imparts theoretical knowledge but also prepares attendees to tackle real-world networking challenges associated with Webex Calling solutions.

2. Monitoring Webex Calling:

• Monitoring of Webex Calling encompasses a range of activities, from real-time monitoring of call quality and system performance to analyzing historical data for identifying trends and potential problems. Students will learn to utilize the Webex Control Hub, which offers comprehensive tools for monitoring call quality metrics, system usage, and performance indicators. Key metrics such as call success rates, latency, jitter, and packet loss can be reviewed to assess the quality of voice and video communications. The section will emphasize the importance of setting up alerts and notifications within the Webex Control Hub. These alerts can notify IT staff of critical issues, such as system outages, degraded call quality, or security breaches. By configuring thresholds for performance metrics, agencies can ensure they are immediately aware of potential problems, allowing for swift action to mitigate issues before they impact users significantly.

3. Sending Alerts from the Monitoring System:

• Proactive monitoring systems play a key role in the early detection of issues, often before users are significantly impacted. Configuring alerts for key performance indicators in the Webex Control Hub can notify administrators of potential problems, such as degraded call quality, system outages, or unusual activity that could indicate a security breach.

4. Monitoring and Troubleshooting Webex Calling Components:

• Participants will learn to monitor and effectively troubleshoot Webex Calling deployments, with a particular focus on scenarios relevant to government settings. It begins with an overview of monitoring strategies, highlighting the importance of proactive surveillance to identify potential issues before they escalate into significant problems. Attendees will learn to leverage the diagnostic tools and logging capabilities integrated into the Webex Control Hub and associated systems, enabling them to efficiently gather and analyze data pertinent to Webex Calling operations. This module delves into troubleshooting practices tailored to each critical component of Webex Calling. Participants will explore common challenges associated with locations, such as call routing discrepancies and policy enforcement anomalies, and move on to address connectivity and signal path issues in trunks. The module also covers troubleshooting techniques for Route Groups, focusing on resolving call distribution and redundancy configuration issues that affect call routing efficiency. Dial Plan misconfigurations, which can lead to call failures or compliance lapses, are another key focus, alongside diagnosing and rectifying integration and performance issues with Premise-Based PSTN Gateways.

5. Troubleshooting Common Issues:

• Connectivity problems can range from complete service outages to intermittent connectivity, affecting the ability to make or receive calls. Initial steps include checking network status, verifying router and firewall settings, and ensuring no ISP outage.

6. Troubleshooting Webex Calling Media:

• Troubleshooting Webex Calling Media involves identifying and resolving issues that affect the quality and reliability of voice and video calls. Common problems include poor audio quality, video freezing or pixilation, and delays or synchronization issues between audio and video streams. To effectively troubleshoot these issues, the guide will outline a structured approach starting with verifying network conditions, often the root cause of media problems. This includes checking bandwidth availability, latency, packet loss, and jitter levels, which can all significantly impact call quality.

7. Troubleshooting Call Routing:

• This section will tackle challenges related to setting up and managing call routing paths, such as calls not reaching their intended destinations, improper call handling, and issues with call queues or auto-attendant configurations. Troubleshooting call routing issues begins with understanding the configuration of call routing rules within the Webex administration portal. The guide will detail a systematic approach for diagnosing call routing problems, verifying that all routing rules are correctly configured and active. This includes checking the setup of direct inward dialing (DID) numbers, call queues, auto-attendants, and any time-of-day routing settings that might be affecting call distribution. The section will emphasize the importance of ensuring that the call routing configurations align with the organization\'s operational requirements and compliance standards. For issues related to calls not being routed as expected, the guide will provide steps to trace the call path, identifying at what point the routing fails. This could involve examining call logs, testing call routing scenarios, and using diagnostic tools available within the Webex platform to monitor and analyze call flow.

8. PSTN Gateway CLI Troubleshooting:

• Provide participants with in-depth skills in diagnosing and resolving issues with Premise-Based PSTN Gateways using the Command Line Interface (CLI). Tailored for individuals responsible for the deployment and ongoing maintenance of Webex Calling solutions, especially within the stringent and security-focused context of government operations, this module is an essential component of the curriculum. It introduces participants to the fundamentals of navigating the CLI environment, including understanding command syntax and utilizing help features to efficiently locate necessary commands and options. The emphasis is on the CLI as an indispensable tool for troubleshooting, offering a direct approach to inspect system configurations, modify settings, and implement fixes promptly.

9. Troubleshooting Webex Calling Features:

• Provides detailed steps for diagnosing issues, including checking for user errors in configuration, understanding limitations based on user roles and permissions, and verifying network settings that could impact the functionality of specific features.

10. Advanced Troubleshooting Techniques:

• In advanced troubleshooting techniques for Webex Calling, optimizing network performance is paramount for ensuring seamless communication within government agencies. Techniques such as Quality of Service (QoS) configuration, bandwidth management, traffic shaping, and network redundancy play a crucial role. QoS configuration prioritizes Webex Calling traffic, ensuring consistent performance, while effective bandwidth management prevents congestion during peak usage times. Traffic shaping prioritizes real-time communication over non-essential traffic, and network redundancy ensures continuous connectivity through redundant paths and failover mechanisms. Moreover, advanced diagnostic tools offer deeper insights into network performance issues. Packet capture and analysis tools help identify packet loss, latency, and jitter problems, while network monitoring platforms continuously monitor performance metrics, detecting anomalies or deviations from baseline behavior. Endpoint diagnostics built into Webex Calling endpoints assist in troubleshooting device-specific issues and gathering detailed diagnostic information, facilitating a targeted resolution approach.