Cisco Cisco Prime Collaboration Assurance 11.5 White Paper

 

 

© 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. 

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Troubleshooting Tips for Initial Deployment 

Following are some of the most common questions that you might have when initially deploying Cisco Prime 

Collaboration 9.0. More are available on the Cisco Prime Collaboration documentation page at 

. 

1. 

Why can’t I see any Cisco TelePresence sessions at all in Cisco Prime Collaboration? 

Cisco Prime Collaboration learns of the call from Cisco VCS or Cisco Unified Communications Manager. If 
Cisco VCS or Cisco Unified Communications Manager is in “managed” state, make sure JTAPI credentials are 
valid in the Cisco Unified Communications Manager profile. Make sure all the endpoints are added as 
controlled devices. 

If the call is using Cisco VCS, make sure that the Cisco Prime Collaboration server is registered as one of the 
feedback servers in all the Cisco VCS servers. A quick way to verify whether or not Cisco Prime Collaboration 
is registered with a particular Cisco VCS is to go to the following URL for Cisco VCS using a browser and 
replace the VCS_IPAddress with the IP address of the VCS Server: 

https://<VCS_IP_Address>/getxml?location=/Status/feedback

. 

2.  Why do devices show up as inaccessible? 

When devices show as inaccessible, Cisco Prime Collaboration can reach the IP address but is not able to get 
any information from the device using SNMP or HTTP. Please refer to the section on verifying credentials. 

3.  Why do devices show up as unsupported? 

This indication really means that devices are either third-party devices or they are new devices that were 
released after Cisco Prime Collaboration 9.0 and need to be added to the Cisco Prime Collaboration device 
support. Check for an update for Cisco Prime Collaboration on Cisco.com to see if the latest patch supports 
the device in question. 

4.  Why does Cisco Prime Collaboration tag devices as unsupported for the medianet category when they are 

medianet-capable? 

Make sure you have the appropriate hardware and software and a license that supports medianet for the 
device in question. Medianet also needs to be enabled (one-time configuration) for Cisco Prime Collaboration 
to take advantage of medianet capabilities for troubleshooting. Check to see if the HTTP user is blocked by an 
access list. 

5.  Why do the Top 5 Poor Voice Quality Locations and Top 5 Call Failure Locations show no data? 

Check if you have added the Cisco Prime Collaboration Assurance server IP as a billing server in Cisco 
Unified Communications Manager. Check if you have any poor calls by navigating to Reports > Interactive 
Reports > Voice Call Quality Reports > Endpoints and running a report by choosing Poor calls in the Grade 
filter. The Global Call Quailty Settings in Administration > Alarm and Event Configuration > Threshold Settings 
define the MOS values for different codecs that define whether a call is Poor, Acceptable, or Good. 

Also if there are less than 0.5 percent of calls in a location that a

re poor then the Location graph won’t show 

any data for that location. Same for the Top 5 Call Failure Locations graph. Check the Reports-
InteractiveReports > Call Quality Reports > CDR report and filter for failed calls to see if there are any failed 
calls. If there are no failed calls for the last 15 minutes for any location then the Top 5 Call Failure Locations 
graph will not show any data.