• Check http://www.cisco.com/en/US/docs/voice_ip_comm/cucmbe3k/8_6_4/release_notes/3krel_
notes864.html for Cisco Business Edition 3000 for known problems.
• Identify the approximate time of the problem.
Multiple calls may have occurred, so knowing the approximate time of the call helps TAC quickly locate
the issue.
• Obtain phone statistics from phones that can display phone statistics.
• When you are running a test to reproduce the issue and produce information, know the following data
that is crucial to understanding the issue:
• Calling number/called number
• Any other number that is involved in the specific scenario
• Time of the call
• You can always recover more easily from a network failure if you are prepared ahead of time. To
determine if you are prepared for a network failure, answer the following questions:
◦ Do you have an accurate physical and logical map of your Internetwork that outlines the physical
location of all of the devices on the network and how they are connected as well as a logical map
of network addresses, network numbers, and subnetworks?
◦ Do you know which protocols are being routed and the correct, up-to-date configuration information
for each protocol?
◦ Do you know all the points of contact to external networks, including any connections to the
Internet?
◦ Has your organization documented normal network behavior and performance, so you can compare
current problems with a baseline?
If you can answer yes to these questions, faster recovery from a failure results.
• If you must collect a log file, save the log file to a USB flash drive or desktop to prevent the system
from overwriting it.
• If you plan to file a case with Cisco TAC, see the Information You Will Need, on page 468 and the
Required Preliminary Information, on page 468.
Related Topics
• Health Summary, on page 239
• Troubleshooting Issues, on page 427
• Troubleshooting from the Health Summary Page, on page 416
• Troubleshooting From the Diagnostics Page, on page 418
• Troubleshooting When You Cannot Access the Graphical User Interfaces, on page 419
Administration Guide for Cisco Business Edition 3000, Release 8.6(4)
412 OL-27022-01
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