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Troubleshooting Jabber Like a TAC Engineer
Robbie Horgan Test Engineer
BRKUCC-2347
• Troubleshooting Logins
• Troubleshooting Jabber Features
• Tools Used By Jabber
Agenda
Which Jabber client generates the highest number of cases for TAC?
• Jabber for Mac
• Jabber for iOS
• Jabber for Android
• Jabber for Windows
• Troubleshooting Logins
• Service Discovery
• Logins
• Certificates
• Troubleshooting Jabber Features
• Tools Used By Jabber
Agenda
Service Discovery Overview
• Enables clients to automatically detect and locate services
• Queries network for DNS SRV records
• Allows administrators to centrally configure Jabber with server side changes.
• Removes the need to use bootstrap file or having to instruct users to manually configure client
• Goal of discovery is to find a primary source of authentication
Typical Service Discovery Questions Seen By TAC
• The Jabber client is unable to discover our SRV record
Service Discovery FlowUser Launches Client
Client looks for _cisco-uds
Client looks for _cuplogin
Is Expressway Available?
Connect to available services on corporate network
Connect to Cisco WebEx Messenger service
Connect to available services on corporate network
Client Determines Services Domain
Client checks if network is inside or outside the firewall, and if Expressway is deployed
Client starts monitoring for network changesClient sends cloud HTTP request to check for WebEx service
Yes
Yes
Yes
No
No
No
Prompt user to manually enter connection detailsNo
OmittedYes
Connect to available services on corporate network
Found?
Found?
Jabber Client Showing Service Discovery Failed
Service Discovery Failure Code and LogsAll detailed discovery-related logs have [service-discovery] logger name in them
Jabber client – csf-unified.log
Example: 2014-03-15 17:07:16,829 WARN [0x00000854] [vices\impl\DiscoveryHandlerImpl.cpp(414)]
[service-discovery] [DiscoveryHandlerImpl::callOnFailedDiscoveryResultOnDispatcherThread] - Discovery
Failure -> (id) name :: (1005) ServiceDiscoveryNoSRVRecordsFound
Service Discovery Failure Codes
ID Name UI message Description
1001 ServiceDiscoveryFailure Failed to discover network services. Unknown discovery failure
1002 ServiceDiscoveryAuthenticationFailure Your username or password is not correct. Failed to authenticate with CUCM (9.0+)
1003 ServiceDiscoveryCannotConnectToCucmServer Cannot communicate with the server. Cannot connect to CUCM (9.0+)
1004 ServiceDiscoveryNoCucmConfiguration Failed to discover network services. CUCM server is misconfigured
1005 ServiceDiscoveryNoSRVRecordsFound Failed to discover network services. No SRV records are found
1006 ServiceDiscoveryCannotConnectToEdge Cannot communicate with the server. Cannot connect to EDGE server
1007 ServiceDiscoveryNoNetworkConnectivity Cannot communicate with the server. No network connectivity
Failed nslookup of SRV record
Packet Capture of Service Discovery Failed
Configure SRV in DNS
Configure SRV in DNS
Configure SRV in DNS
Configure SRV in DNS
Successful nslookup of SRV record
10.10.10.51
Successful Service Discovery
Packet Capture of Successful Service Discovery
Debugging Service Discovery Cache File
• Located in “%appdata%\Cisco\Unified Communications\Jabber\CSF\Config\service-location.xml”
<?xml version="1.0"?>
<UCServices>
<DomainName>ciscolive.com</DomainName>
<UCService>
<type>CUCM</type>
<connectionInformation>
<name>_cisco-uds</name>
<scope>UNKNOWN</scope>
<address>cucm9.ciscolive.com</address>
<protocol>_tcp</protocol>
<port>8443</port>
</connectionInformation>
</UCService>
</UCServices>
Reset Jabber to Install state
ProgramData
Users
[USERNAME]
AppData
Local
Roaming
Unified Communications
Unified Communications
Jabber
Jabber
CSF
CSF
ContactsHistoryLogsPhoto Cache
ConfigCredentialsCustomEmoticonsSecurity
Local
Profile
Roaming
Profile
Jabber can be reset to Install state by removing both
roaming and local profiles.
Jabber will reinitialize on next startup
Erase Jabber folders
• Troubleshooting Logins
• Service Discovery
• Logins
• Certificates
• Troubleshooting Jabber Features
• Tools Used By Jabber
Agenda
Common Login Questions Seen By TAC
• Users are unable to login for a new deployment.
• Only this one user is unable to login.
• All users suddenly can not login.
Incorrect Password Entered by End User
Check End User Page Login
Check End User Page Login
What Do the Logs Show?User is not licensed
IM&P Server - EPASSoapXXXXX.log (Client Profile Agent Logs)
2014-03-23 14:21:54,169 INFO [http-bio-443-exec-13] handlers.LoginHandler -
prelogin:queryString=EXECUTE PROCEDURE
ucSOAPPreLogin('estaal','CUP9','10.10.10.52','CUP9.ciscolive.com');
2014-03-23 14:21:54,170 DEBUG [http-bio-443-exec-13] imdb.ImdbGeneralAccessorUtil -
getValidAppusersResultset -- query: SELECT * FROM validappusers WHERE userid='estaal';
2014-03-23 14:21:54,188 WARN [http-bio-443-exec-13] handlers.LoginHandler - preLogin:PRELOGIN
reasoncode=FAILURE. User either not CUP licensed or not found in database
Ensure User is Licensed For CUP 8
• Users do not have proper licensing configured
• In Communications Manager 8.x this is under System > Licensing > Capabilities Assignment
• Verify in CUCM for the specific user:
Ensure User is Licensed For IM&P 9.x/10.x
• In Communications Manager 9.x this is under User Management > End User
• Verify in CUCM for the specific user:
Verify Connection To CUCM & Services Are Started
• Ensure System > CUCM Publisher shows green checkmarks. If not correct issue accordingly.
• Verify the Cisco UP Sync Agent is started on the IM&P Publisher Server.
• Verify this on the serviceability page under Tools > Control Center Feature Serivces
Verify User Licensing Has Synced From CUCM• Verify licensing has replicated to IM&P server (under User Management > End User):
• If the information in IM&P does not match what is in CUCM, try restarting the Cisco UP Sync Agent to
force a sync.
• Check Sync Status System (System > CUCM Publisher)
Check End User Page Login
What Do the Logs Show?IM&P Server - EPASSoapXXXXX.log (Client Profile Agent Logs)
Wrong Password
<ns1:login client-version="9.6.1.18100" client-type="CUPC"
force="true"><ns1:username>estaal</ns1:username><ns1:password>...</ns1:password></ns1:login>
2014-03-23 14:26:10,417 INFO [http-bio-443-exec-17] handlers.LoginHandler -
prelogin:queryString=EXECUTE PROCEDURE
ucSOAPPreLogin('estaal','CUP9','10.10.10.52','CUP9.ciscolive.com');
2014-03-23 14:26:10,417 DEBUG [http-bio-443-exec-17] imdb.ImdbGeneralAccessorUtil -
getValidAppusersResultset -- query: SELECT * FROM validappusers WHERE userid='estaal';
2014-03-23 14:26:10,549 INFO [http-bio-443-exec-17] handlers.LoginHandler - Wrong credential for :
estaal| IMS result code:1
IMS Result Codes1) Wrong Credentials
2014-03-23 14:26:10,549 INFO [http-bio-443-exec-17] handlers.LoginHandler - Wrong credential for : estaal| IMS result code:1
2) Account locked by Admin
2014-03-23 14:34:37,576 INFO [http-bio-443-exec-7] handlers.LoginHandler - Administratively locked for : estaal| IMS result code:2
3) Account Hack lock
2014-03-23 14:38:16,259 INFO [http-bio-443-exec-20] handlers.LoginHandler - Hack locked for : estaal| IMS result code:3
4) Account locked due to inactivity
7) User inactive in LDAP
2014-03-23 14:42:53,284 INFO [http-bio-443-exec-12] handlers.LoginHandler - End user status is INACTIVE in LDAP for : estaal| IMS
result code:7
Make Sure LDAP Authentication User ConnectsCUCM > System > LDAP > LDAP Authentication
Jabber Unable to Communicate With Server
Make Sure DNS Works
• Client PC must resolve what is configured under System > Cluster Topology
Verify Correct Services Started For Login
• Verify the XCP Connection Manager and XCP Authentication Server are started on the IM&P Publisher Server.
• Verify this on the serviceability page under Tools > Control Center Feature Services
Client Profile Agent Logs For Successful LoginIM&P Server - EPASSoapXXXXX.log (Client Profile Agent Logs)
Successful Login
<ns1:login client-version="9.6.1.18100" client-type="CUPC"
force="true"><ns1:username>estaal</ns1:username><ns1:password>...</ns1:password></ns1:login>
2014-03-23 14:10:01,564 INFO [http-bio-443-exec-12] handlers.LoginHandler -
prelogin:queryString=EXECUTE PROCEDURE
ucSOAPPreLogin('estaal','CUP9','10.10.10.52','CUP9.ciscolive.com');
2014-03-23 14:10:01,709 INFO [http-bio-443-exec-12] handlers.LoginHandler - doLogin:IMS login result is
success for estaal| IMS result code:0
2014-03-23 14:10:01,713 INFO [http-bio-443-exec-12] handlers.LoginHandler - SOAP Login was
successful
• Troubleshooting Logins
• Service Discovery
• Logins
• Certificates
• Troubleshooting Jabber Features
• Tools Used By Jabber
Agenda
Common Certificate Questions Seen By TAC
• I got my certificate signed by a CA; why do I still get a prompt?
Certificate Error Message As Seen By End User
How to see it in the logsJabber client – csf-unified.log
2014-03-27 11:35:50,729 DEBUG [0x00000ae4] [src\cert\common\CertificateData.cpp(130)] [csf.cert]
[cert::CertificateData::parseSubjectCNField] - Subject CN field : CUP9.ciscolive.com
2014-03-27 11:35:50,745 DEBUG [0x00000ae4] [ls\src\cert\utils\AltNameParser.cpp(331)] [csf.cert.utils]
[cert::AltNameParser::verify] - Looking for match with CUP9
2014-03-27 11:35:50,745 ERROR [0x00000ae4] [ls\src\cert\utils\AltNameParser.cpp(375)] [csf.cert.utils]
[cert::AltNameParser::verify] - No Match Found
2014-03-27 11:35:50,745 ERROR [0x00000ae4] [ls\src\cert\common\CertVerifier.cpp(267)] [csf.cert]
[cert::CertVerifier::buildCertResult] - Verification of identity: 'CUP9' failed.
2014-03-27 11:35:50,745 INFO [0x00000ae4] [mmon\PlatformVerificationHandler.cpp(42)] [csf.cert]
[cert::PlatformVerificationHandler::handlePlatformVerificationResultSynchronously] - Verification result :
FAILURE reason : [CN_NO_MATCH]
Login Certificate Flow
Port 8443
Tomcat Certificate
(Client Validates Certificate)
Continue Login Process
CUCM Tomcat Certificate
CUCM > System > Server
Login Certificate Flow
Port 8443
Tomcat Certificate
(Client Validates Certificate)
Continue Login Process
Instant Messaging & Presence Tomcat Certificate
CUCM User Management > User Settings > UC Service
Login Certificate Flow
Port 5222
cup-xmppCertificate
(Client Validates Certificate)
Continue Login Process
Instant Messaging & Presence XMPP certificate
IM&P > System > Cluster Topology
Login Certificate Flow
Port 8443
Tomcat Certificate
(Client Validates Certificate)
Complete Connection
Unity Connection Tomcat Certificate
CUCM User Management > User Settings > UC Service
• Troubleshooting Logins
• Troubleshooting Jabber Features
• Directory Integration
• Desk Phone Control and Presence
• Jabber for iOS, Android and Mac
• Tools Used By Jabber
Agenda
Common Directory Questions Seen By TAC
• Why am I unable to search for users?
• Why is the IM address incorrect?
• All my users show offline, even though they are online.
• When I add a contact, they disappear immediately.
• My contacts phone number does not show.
Directory Not Connecting
Explanation of jabber-config.xml file
• Centrally configure parameters for Jabber
• Allows administrators to make changes to client
• Prevent the need of a COP file
Sample jabber-config.xml file
<DirectoryServerType>EDI</DirectoryServerType>
<PrimaryServerName>10.10.10.10</PrimaryServerName>
<ServerPort1>3268</ServerPort1>
<UseWindowsCredentials>0</UseWindowsCredentials>
<ConnectionUsername>[email protected]</ConnectionUsername>
<ConnectionPassword>P@ssw0rd</ConnectionPassword>
<SearchBase1>dc=example, dc=com</SearchBase1>
<?xml version="1.0" encoding="utf-8"?>
<config version="1.0">
<Directory>
</Directory>
</config>
Directory Search Working
Unable to add contact
• If you try to add a contact, but they immediately disappear from the contact list, this points to an issue with the subscriber message on the IM&P server.
• There are 2 common issues that TAC sees
• User trying to be added to the contact list is not licensed for IM&P
• User A tried to add User B, User A is associated to server A and User B is associated to server B. Server A and B and in different subnets. If the communication type under System > Cluster Topology > Settings in IM&P is set to MDNS, users on the different servers will not be able to add each other. The router communication type should be set to “Router-to-Router” when the servers are in different subnets.
Incorrect IM Address
Sample jabber-config.xml file
<DirectoryServerType>EDI</DirectoryServerType>
<PrimaryServerName>10.10.10.10</PrimaryServerName>
<ServerPort1>3268</ServerPort1>
<UseWindowsCredentials>0</UseWindowsCredentials>
<ConnectionUsername>[email protected]</ConnectionUsername>
<ConnectionPassword>P@ssw0rd</ConnectionPassword>
<SearchBase1>dc=example, dc=com</SearchBase1>
<UserAccountName>telephoneNumber</UserAccountName>
<?xml version="1.0" encoding="utf-8"?>
<config version="1.0">
<Directory>
</Directory>
</config>
Correct IM Address
Incorrect Phone Number
Sample jabber-config.xml file
<?xml version="1.0" encoding="utf-8"?>
<config version="1.0">
<Directory>
<DirectoryServerType>EDI</DirectoryServerType>
<PrimaryServerName>10.10.10.10</PrimaryServerName>
<ServerPort1>3268</ServerPort1>
<UseWindowsCredentials>0</UseWindowsCredentials>
<ConnectionUsername>[email protected]</ConnectionUsername>
<ConnectionPassword>P@ssw0rd</ConnectionPassword>
<SearchBase1>dc=example, dc=com</SearchBase1>
</Directory>
</config>
<BusinessPhone>ipPhone</BusinessPhone>
Correct Phone Number
• Troubleshooting Logins
• Troubleshooting Jabber Features
• Directory Integration
• Desk Phone Control and Presence
• Jabber for iOS, Android and Mac
• Tools Used By Jabber
Agenda
Typical Desk Phone Questions Seen By TAC
• All users are unable to get phone control.
• This one new user has no phone control.
• We do not see phone presence for our users.
Jabber Client Showing No Phone Control
Jabber Desk Phone ControlCUCM > User Management > End User
Jabber Desk Phone ControlCUCM > Device > Phone
Jabber Controlling 99xx/89xx phone
CUCM Server - SDL001_200_XXXXX.txt (CTI Manager Logs)
• AppInfo |[CTI-APP] [CTIHandler::OutputCtiMessage ] CTI FailureResponse ( seq#=3 result=2362179824 description=User not configured to access device that supports Connected Transfer and Conference feature)
CUCM > User Management > End User
CTI Logs Showing Login Timeout
CUCM Server - SDL001_200_XXXXX.txt (CTI Manager Logs)
• 14:32:49.188 |200 |AppInfo |||CTIHandler(2,200,22,2606812)|||[CTI-APP] [CTIHandler::OutputCtiMessage ] CTI ProviderOpenCompletedEvent(seq#=370) provider id=36161244 CM Version=9.1.2.10000-28 error code=2362179701 description=Directory login failed - timeout enableIpv6=0 NoOfDaysPwdToExp=4294967295
Check LDAP Authentication PortSystem > LDAP > LDAP Authentication
Check LDAP Authentication PortSystem > LDAP > LDAP Authentication
Jabber Client Showing Phone Control
Phone Presence Not Working
?
Check the SIP Trunk to IM&P
• Ensure that the SIP Trunk to IM&P on CUCM is resolvable
CUCM > Device > Trunk
Is PublishEPA being created?
CUCM Server - SDL001_100_XXXXX.txt (CCM Manager Logs)
• |SdlSig |PublishInd |restart0 |PublishEPA(1,100,106,2) |PublishManager(1,100,105,1) |1,100,13,18.14^14.48.69.104^SEP006440B580CE |[R:N-H:0,N:1,L:0,V:0,Z:0,D:0] users.size()=1 users=estaal; pattern=9121053 numPlanPkid=5fe08c87-d701-ddb9-38f7-eaab51652ae0 devicePkid=681733d4-c469-4720-a870-781956e4552d mobileNumber= model=Cisco-CP8961/9.3.2 state=2 isDnd=F firstRegisterDevice=F deviceMac=006440B580CE
• If not, check the line association in CUCM
CUCM > User Management > End User
Phone Presence Working
• Troubleshooting Logins
• Troubleshooting Jabber Features
• Directory Integration
• Desk Phone Control and Presence
• Jabber for iOS, Android and Mac
• Tools Used By Jabber
Agenda
Common Questions Seen By TAC
• Why is my mobile client unable to log in?
• Why can I search with Jabber for Windows, but none of the other clients?
Jabber for iOS/Android Unable to Login
What The Logs Show
Jabber client – Jabber-2014-05-07-16042250.log
INFO [3b09218c] - [JabberWerx][log] [LoginMgr]: #1, connectOnRetrievedServerInfo login,
cup:CUP9.ciscolive.com–
INFO [3b09218c] - [JabberWerx][log] [CupSoapCli]: login cup async, server:CUP9.ciscolive.com, user:******,
ver:9.6.1.0–
INFO [7dc0000] - [JabberWerx][log] [CupSoapCli]: CupSoapClientImpl::Login,
endpoint:https://CUP9.ciscolive.com:8443/EPASSoap/service/v80–
INFO [7dc0000] - [JabberWerx][log] [CupSoapCli]: Login() result, prim:, backup:, reason:SOAP 1.2 fault:
SOAP-ENV:Sender[no subcode]
"Host not found“
Detail: get host by name failed in tcp_connect()
Where Mobile Client Gets Server Information
• Mobile device must resolve what is configured under System > Cluster Topology
User Logged In
Unable to Search Directory
Be Sure jabber-config.xml BDI Section Is Configured
<DirectoryServerType>BDI</DirectoryServerType>
<BDIPrimaryServerName>XX.XX.XX.XX</BDIPrimaryServerName>
<BDIServerPort1>3268</BDIServerPort1>
<BDIConnectionUsername>[email protected]</BDIConnectionUsername>
<BDIConnectionPassword>P@ssw0rd</BDIConnectionPassword>
<BDIPresenceDomain>example.com</BDIPresenceDomain>
<BDISearchBase1>dc=example, dc=com</BDISearchBase1>
<?xml version="1.0" encoding="utf-8"?>
<config version="1.0">
<!-- LDAP Directory configuration for non-windows platform clients -->
<Directory>
</Directory>
</config>
Working Directory Search
Which information will TAC ask for when you open a case?
a) Problem Report
b) Version numbers (server and client)
c) Time the problem occurred
d) UserID of the user who is having an issue.
All of the Above!
• Troubleshooting Logins
• Troubleshooting Jabber Features
• Tools Used By Jabber
• Jabber-config.xml
• Understanding the Problem Report
Agenda
Check if jabber-config.xml is Formatted Properly
jabber-config.xml Correct Formatting
jabber-config.xml File Generator
jabber-config.xml File Generator
jabber-config-user.xml
• This file takes precedence over the jabber-config.xml file
• Is meant for testing purposes only
• Troubleshooting Logins
• Troubleshooting Jabber Features
• Tools Used By Jabber
• Jabber-config.xml
• Understanding the Problem Report
Agenda
How To Create A PRT
Windows Android
How To Create A PRT
iOSMac
Jabber for Windows PRTInstall Parameter
Jabber for Windows PRTLocal and
Downloaded
Config
Jabber for Windows PRT
Local and
Internal memory
Cache
Jabber for Windows PRT
Low level Library
logs
Jabber for Windows PRT
General System
Info
Jabber for Windows PRT
Main Jabber
Logs
Jabber for Windows PRT
Jabber Version
and logged in
User Info
Jabber for Windows PRT
Crash Dump
Jabber for Windows PRT
How the PRT
was created
Jabber for Windows PRT
End-users
Comments
Jabber for Mac PRT
Jabber for iOS PRT
Conclusion
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Thank you
Troubleshooting Video
Common Video Questions Seen By TAC
• I am unable to make/receive video calls.
• Video works for everyone, except one user.
Video Call Not Working
Medianet Not Installed
Medianet Installed, Still No Video• Ensure computer is tethered to phone
• If controlling 99xx/89xx, unplug camera
• Check for CDP/CAST traffic via packet capture
• Ensure video is enabled
Video Shows Connected, Still No Video• Only H.264 is supported
• Ensure call is internal
• Check location/region settings on CUCM
Video Call Working
Contact Photos
Common Contact Photo Questions Seen By TAC
• Where does Jabber get the contact photo from?
• Why can’t I see contact photos?
Packet Capture of Contact Photos Acquired Via URL
Contact Photos via Web Server<?xml version="1.0" encoding="utf-8"?>
<config version="1.0">
<Directory>
<PhotoUriSubstitutionEnabled>true</PhotoUriSubstitutionEnabled>
<PhotoUriSubstitutionToken>sAMAccountName</PhotoUriSubstitutionToken>
<PhotoUriWithToken>http://10.10.10.50/images/sAMAccountName.jpg</PhotoUriWithToken>
</Directory>
</config>
Working
2014-03-23 11:28:20,255 DEBUG [0x00000848] [2g-person\src\main\person\Person.cpp(48)] [csf.person] [person::Person::Person] - Person (00F559A8) is created from record 03501E18(Roster:[email protected]). Total(created/live): 2/2
2014-03-23 11:28:20,520 DEBUG [0x000004e0] [ices\impl\contacts\PersonWatcher.cpp(30)] [personWatcherLogger] [PersonWatcher::onPersonDataChanged] - Person 00F559A8. hasPhoto?: 1
2014-03-23 11:28:20,520 DEBUG [0x00000848] [e\src\services\impl\ContactImpl.cpp(456)] [csf-contact-impl] [ContactImpl::setHasPhoto] - Setting hasPhoto to true for [email protected]
Non-working
2014-03-23 11:41:18,226 DEBUG [0x00000a64] [2g-person\src\main\person\Person.cpp(48)] [csf.person] [person::Person::Person] - Person (00F56128) is created from record 035BA1A8(ActiveDirectory:[email protected]). Total(created/live): 7/7
2014-03-23 11:41:18,226 DEBUG [0x00000848] [ce\src\services\impl\ContactImpl.cpp(89)] [csf-contact-impl] [ContactImpl::setPerson] - Set to person 00F56128(Justin Peters). Has photo? 0
Contact Photos via jpegPhotoJabber client – csf-unified.log
Soft Phone Control
Soft Phone Not Registering
• TFTP server not set under Application > Legacy Clients > Settings in IM&P
• TFTP Traffic is Blocked (port TCP 6970 and UDP 69)
• Client is not able to resolve CUCM hostname in Config File
• SIP traffic being blocked (port 5060 and 5061)
• No CCMCIP profile
• No device association
Jabber Soft Phone Call Fails Out To PSTN
• Even though “Never start calls with video” is selected, video is only muted
• Video capabilities are sent to Telco
• Telco refuses the call
• Transfer Capability = Unrestricted Digital
• Need to add “bearer-cap speech” to the voice-port for outbound calls.
ISDN Se0/0/0:23 Q931: TX -> SETUP pd = 8 callref = 0x03BB
Bearer Capability i = 0x8890
Standard = CCITT
Transfer Capability = Unrestricted Digital
Transfer Mode = Circuit
Transfer Rate = 64 kbit/s
Channel ID i = 0xAAAAAA
Exclusive, Channel 22
Progress Ind i = 0x8183 - Origination address is non-ISDN
Calling Party Number i = , '123456789'
Plan:ISDN, Type:National
Called Party Number i = , '987654321'
Plan:ISDN, Type:National
ISDN Se0/0/0:23 Q931: RX <- CALL_PROC pd = 8 callref = 0x83EE
Channel ID i = 0xAAAAAA
Exclusive, Channel 22
ISDN Se0/0/0:23 Q931: RX <- DISCONNECT pd = 8 callref = 0x83EE
Cause i = 0x82AF - Resource unavailable, unspecified
ISDN Se0/0/0:23 Q931: TX -> RELEASE pd = 8 callref = 0x03BB