Novice - Need help troubleshooting

Unanswered Question
Aug 21st, 2008
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Hello All

I am investigating a situation where serveral times thru out the day we are receiving busy signals when dialing outbound (and calls also can't get in). What is the best approach I can use to identify if this is a CCM config issue or if we are actually saturating our lines? And, is there a better way I can be looking at the picture. Currently I telnet to each gateway (there are 2, and 2 pri's on each) and do a show voice call summary & then do quick mental math to determine if we're at or near capacity. I'm new to telephony and think there must be some tool or report I can set up that would be more efficient. Any comments or suggestions I greatly appreciate. Also, how do inbound calls use the channels on the pri? I was told it's inbound from bottom up and outbound from top to bottom. Is this standard? Or is this provisioned on the router, via the carrier, or with CCM?





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Overall Rating: 5 (2 ratings)
Jaime Valencia Thu, 08/21/2008 - 14:24
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easiest way would be to use RTMT to look at the GW utilization using the counters per DS0

a debug isdn q931 or a debug voip ccapi inout would show you what happens to the calls directly on the GW

about the usage:

IP Telephony: Identifying inbound vs. outbound^1%40%40.2cc19b54/0#selected_message

that's std and is to avoid glare



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Googi1974 Thu, 08/21/2008 - 18:38
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I appreciate the quick responses! Could you explain what you mean by "using the counters per DS0"? Does that mean for each channel? I'm still learning the lingo. Do I set up a view for each one?


Jaime Valencia Thu, 08/21/2008 - 18:46
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in RTMT you can look at the whole endpoint meaning the whole PRI but since this could be an out of resources issue best way would be to put the 23 DS0 counters in RTMT and look at them at the same time to verify if the whole PRI is in use.

i just thought about this, have you looked at the app log?? usually you would get a route list exhausted message when you run out of channels to make calls



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Rob Huffman Thu, 08/21/2008 - 14:35
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Hi Kelly,

You probably would find monitoring these Gateways via RTMT much easier and you can trigger email alerts as well. This really does sound like your 2 PRI's are being saturated during peak calling periods. The other thing that is helpful in these situations is to engage your PRI provider to do a Traffic Study. This will tell you exactly what is going on and how many PRI's would be needed to prevent this issue from happening.

From the RTMT (Real Time Monitoring Tool) Have a look;

Configuring E-mails for Alert Notification

The following procedure describes how to configure e-mails for alert notification.



Step 1 In the left controlling center pane, click the Alert tab.

Step 2 Click Alert Central.

The Alert Central monitoring window displays and shows the alert status and alert history of the alerts that RTMT generated in the Cisco CallManager cluster.

Step 3 From the RTMT menu bar at the top of the pane, choose Alert > Config Email Server.

The Mail Server Configuration window displays

Step 4 In the Mail Server field, enter the e-mail recipient information.

Step 5 In the Port field, enter the port number of the recipient.

Step 6 Click OK.

Cisco CallManager Serviceability System Guide, Release 5.0(2)

Real-Time Monitoring Tool

Configuring the actual Alerts;

RTMT, which supports alert defining, setting, and viewing, contains preconfigured and user-defined alerts. The Alert menu comprises the following menu options:

Alert Central - This option comprises the current status and history of every alert in the Cisco Unified CallManager cluster.


Note You can also access Alert Central by using the Alert tab in the left controlling center in the RTMT monitoring pane.

Alert/Properties - This menu option allows you to set alerts and alert properties.

Remove Alert - This menu category allows you to remove an alert.

Enable Alert - With this menu category, you can enable alerts.

Disable Alert - You can disable an alert with this category.

Suspend cluster/node Alerts This menu category allows you to temporarily suspend alerts on a particular Cisco Unified CallManager node or on the entire cluster.

Clear Alerts - This menu category allows you to reset an alert (change the color of an alert item from red to black) to signal that an alert has been taken care of. After an alert has been raised, its color will automatically change to red in RTMT and will stay that way until you manually clear the alert.

Clear All - This menu category allows you to clear all alerts.

Alert Events Detail - This menu category provides detailed information on alert events.

Config Email Server - In this category, you can configure your e-mail server to enable alerts.

Config Alert Action - This category allows you to set actions to take for specific alerts; you can configure the actions to send the alerts to desired e-mail recipients.

In RTMT you can configure alert notification for perfmon counter value thresholds, for schedule for alert checking, and for status change of device (for example, port is out of service).

The Tools tab below the Quick Launch Channel includes the Alert Central category. Alert Central provides both the current status and the history of all the alerts in the Cisco Unified CallManager cluster.

Hope this helps!


EDIT: You skunked me again Jaime :)

navic Wed, 08/27/2008 - 11:25
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Does the alert get sent from the Publisher or from the server that is running RTMT?


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