voice rack faq

8/2/2019 Voice Rack FAQ

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CCBOOTCAMP

www.ccbootcamp.com

Voice

REMOTE RACK ACCESS FAQ v3.1.3

(with Easy VPN access)

05-10-2011


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Table of Content:

READ ME FIRST ........................................................................................................................................................ 3USAGE INFORMATION FOR VOICE RACKS..................................................................................................... 4FAQ FOR MOST COMMON REMOTE RACK USAGE PROBLEMS ............................................................... 6 RACK CABLING DIAGRAM ................................................................................................................................. 10RACK USAGE ........................................................................................................................................................... 11STEPS NEEDED TO USE THE RACK .................................................................................................................. 11GENERAL INFO ...................................................................................................................................................... 12PASSWORDS ............................................................................................................................................................ 13VPN ACCESS ............................................................................................................................................................ 14REMOTE POWER CYCLE INSTRUCTIONS FOR VOICE RACKS ............................................................... 17 RESET THE IMAGE ON ALL THE SERVERS. .................................................................................................. 18 LOAD THE BASE CONFIGS ON ALL THE DEVICES. ..................................................................................... 21CISCO UNITY EXPRESS (NM-CUE) SPECIFIC INSTRUCTIONS ................................................................. 22

ERASING AN NM-CUEMODULE ............................................................................................................................. 22SWITCHING NM-CUE LICENSES.............................................................................................................................. 22

REMOTE CONTROL FOR CCBOOTCAMP ....................................................................................................... 23


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Read Me First

Do you have the latest version of this FAQ? If you followed the FAQ link in

your shift-reminder e-mail message, then you are now viewing the latest

version, otherwise click the link and verify the date on the cover of the

document to ensure the information you are reviewing is accurate. We often

make changes to the racks that will affect your session, so you need the

most current information concerning your rack layout.

Before beginning each rack session, review this document THOROUGHLY!

---------- WE PRACTICE AGGRESSIVE POWER MANAGEMENT ----------

Idle racks will be powered off. We periodically run scripts (at least once per

hour) that check racks for idle sessions and power off rack devices if there

are no active VPN connections. Save your configurations often and do not

log off or disconnect if you take a break during your shift.

At the start of your shift, you must access the APC to power on the rack

equipment (See Remote Power Cycle Instructions). Our normal practice isto power off rack equipment between shifts, but if you have consecutive

shifts scheduled through the Rack Reserve Web system, we will NOT power

your rack off at shift change. Nevertheless, remember to save your

configurations often.


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FAQ for Most Common Remote Rack Usage Problems

Where can I find files such as lab starting configurations and

other documents related to Voice Racks?

All available Voice Rack support documents can be downloaded from the

following link: http://www.ccbootcamp.com/downloads/!Voice/

How do I access my voice rack?

By creating a VPN tunnel to the rack using an IPSec VPN client. You will

need to download the correct Cisco VPN Client profile for the specific rack

that you will be working on and place it in the profile directory of your

Cisco VPN client, or import it into your VPN Client application (if it

supports Cisco profile imports). See the VPN Access section of this

document.

How do I gain console access to my rack devices?

After creating a VPN tunnel to the rack, use telnet client software such as

SecureCRT or Putty to connect to the terminal server (also called the

access-server). This is a Cisco 2511 or other router configured as a

terminal server and the IP address is 10.1.200.240. After establishing a

telnet session with the terminal server, you can then access the rack

devices from the command-line of the terminal server (via reverse telnet

sessions). Type show hosts to see the list of devices to which you have

console access. To access a device (e.g. cat3750, br1, hqr, etc.) via

reverse telnet, type the name exactly as it appears in the host list (e.g.cat3750), and then press Enter (twice) and you will be at the console port

of the device.


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How do I navigate between devices?

Press ctrl+shift+6 then x on your keyboard to return to the terminal

server command-line (the Cisco 2511). Once you have created a session

to a device, that session remains open even if you return to the

command-line of the terminal server. To return to a device to which you

already have an open session, type resume and the name of device (see

example below). Pressing the Enter key at the terminal server command

line without entering any command will return you to the last accessed

host (device). Other useful commands for viewing open sessions are

show sessions and show users.

Example: to connect to cat3750, type cat3750 and press Enter. To exit

back to the terminal server, press ctrl+shift+6 and then x. To resume

your connection to cat3750, type resume cat3750 and press Enter.

What do I do if a device is frozen or not responding?

If a device is not responding, always check to make sure the electricalpower is on to the device (or group of devices). See Remote Power Cycle

Instructions below. If power is on, you may have to turn the power off

and back on by controlling the electrical outlet to which the device is

attached. Make sure you have saved your configurations on the other

devices that are connected to that power outlet before cycling the power.

What do I do if the device refuses access when I attempt to

establish a session?

If you get an error similar toTrying cat3750 (1.1.1.1, 2001)...%

Connection refused by remote host," you will need to clear the last two

digits of the associated line (20xx). In this example, type clear line 01


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and press the Enter key to close the established session to cat3750. You

may have to do it twice.

How do I see what reverse telnet sessions I have established?

Type show sessions to see a list of established sessions. You can

reconnect to a specific host by typing the connection (conn) number and

pressing the Enter key. See example output below.

voicerack1>show sessions

Conn Host Address Byte Idle Conn Name

1 cat3750 1.1.1.1 0 1 cat3750

* 2 hqr 1.1.1.1 0 0 hqr

How do I determine w hat other devices are actively connected to

a specific network device such as a router or switch?

Try the command show cdp neighbors. Unless you have disable CDP,

you should see a list of active neighbors and connection information. The

command show cdp neighbors detail provides even more information.

Why am I receiving console error messages indicating a duplex

mismatch on some interfaces of the 3750 sw itch?

Ports 1, 3, 4, and 5 are connected to the VMware virtual switch that

connects to the voice rack servers. Because the 3750 does not

communicate effectively with the VMware switch, it returns a false

message concerning duplex mismatch. IGNORE THESE MESSAGES. To

prevent the display of these messages, all of our lab starting

configuration files contain the command no cdp enable.


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What if I have a hardware or connectivity problem that I cant

solve?

If you still need help after reading this document and troubleshooting

your problem, please fill out the web form at the link below and submit it.

Rack Support: http://www.ccbootcamp.com/rackhelp.html

This process generates a page and email to the on-call technician, who

will respond to your problem as soon as he is able. If a problem occurs

Monday through Friday on a non-holiday between 7:00 A.M. and 4:00

P.M. Pacific time, you can call CCBOOTCAMP at 702.968.5100 and ask to

be directed to Rack Support.


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Rack Cabling Diagram

FE 1/0/1 FE

FE 1/0/24

PSTN

Frame Relay

Cloud

FE 1/0/23

FE 1/0/15

Pub & Sub

HQ RouterGatekeeper

FE 0/0

T1 0/0/0PRI

S 0/2/0.1

S 0/2/0.2

IP Phone 1

IP Phone 2

FE 1/1

FE 1/0

BR1 RouterSRST

S 0/2/0.1

T1 0/0/0PRI

FE 0/1/1

FE 0/1/0

BR2 RouterCME

IP Phone 1

IP Phone 2

S 0/2/0.2

E1 0/0/0PRI

FE 0/0

PSTN Router

E1 0/1/0PRI

T1 0/0/1PRI

T1 0/0/0PRI

FE 0/0


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Rack Usage

The rack topology is based on a direct VPN connection to network

10.1.200.0/24. Your VPN client network interface will be assigned an IP

address that will effectively put your PC on the rack's network.

We also allow a site-to-site (hardware-to-hardware) VPN connection (based

on Ciscos EasyVPN technology), which can allow you to use a remote IP

phones registered in your rack environment.

Your single point of authentication is the VPN device.

Steps Needed to Use the Rack:

1. Establish a VPN connection.

2. Telnet to the terminal server.

3. Power on the devices.

4. Reset the image on all the servers (Please note that the servers will

not be accessible until both cat6503 are powered on and the starting

configurations applied).

5. Load all remaining starting configurations on their respective devices.

These steps will be explained in-detail on the following pages.

Files related to the Wireless Racks can be found in the following Web

location: http://www.ccbootcamp.com/download/!Voice/


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General Info:IP Addresses of key devices are:

Device IP Connection Methods

Terminal Server 10.1.200.240 telnet

Call Manager publisher 10.1.200.21 Browser/SSH

Call Manager subscriber 10.1.200.25 Browser/SSH

Unity 10.1.200.22 Browser/SSH

Presence 10.1.200.23 Browser/SSH

Contact Center 10.1.200.24 RDP/VNC

HQR 10.10.32.1 telnet/serial

BR1 10.10.32.2 telnet/serial

BR2 10.10.32.3 telnet/serial

Catalyst 3750 10.110.0.254 telnet/serial

PC (for support applications,

utilities, and server resets)

10.1.200.26 RDP/VNC

The IOS devices might have different IP until after you load the

starting configurations.

The student Workstation has the following Applications installed but

NOT configured (see image on page 19).

o Cisco Unified Personal Communicator

o Cisco Unified Communication Manager Assistant Console

o Cisco Agent Desktop

o Cisco Unified CCX Editor

o Real-Time Monitoring Tool

o UCCX Admin shortcut

o Terminal Server shortcut

o FTP Server Interface


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Passwords:Entity Username Passw ord

APC power power

Publisher+Subscriber admin cisco5796

Unity admin cisco5796

Presence admin cisco5796

Contact Center administrator enableme

PC enablemode Enableme

UCCX Admin (default) Administrator ciscocisco

UCCX Admin (configured-vol II) crsadmin cisco

Hardware Versions:

Device IOS version

Cisco 2811 Router PSTN 12.4(24)T

Cisco 2811 Router HQ 12.4(24)T

Cisco 2811 Router BR1 12.4(24)T

Cisco 2811 Router BR2 12.4(24)T

Catalyst 3750 Switch 12.2(25)


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VPN Access:All the racks profiles can also be downloaded from:

http://www.ccbootcamp.com/download/!Voice/voice-rack-vpn-profiles/

In order to get them in to the Cisco VPN client profiles directory, copy them

to the profiles directory, which by default is located at C:\program

files\cisco systems\vpn client\profiles\

You should then see the following displayed when you load the client GUI

interface (the Connection Entry name will vary according to the rack profile

you have downloaded):

Highlight the rack profile and then click the Connect icon in the menu bar.

You will be prompted for your username and password as shown below (the

user name and password are the credentials associated with your Rack

Reserve account and are contained in the shift reminder email you received

just prior to the start of your shift):


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The client should connect and allow you to telnet to internal IP addresses

like the terminal server (10.1.200.240). A successful connection will be

indicated by the minimized lock symbol in your system tray, as shown:

Test the VPN connection by pinging to 10.1.200.240, which is the IP address

of the terminal server. Connect to the terminal server using a Telnet client.

Our racks are regularly accessed from customer sites around the world

without hindrance, so if you have a problem connecting, the most likely

cause is the configuration of your PC or local hardware firewall. Use valid

troubleshooting techniques to investigate the problem before contacting us.

If you choose to use a hardware-to-hardware connection in order to register

your own phones locally, you can download a configuration example from

our web site: http://www.ccbootcamp.com/download/!Voice/VPN-Files-

Other/Sample-VPN-config.rtf

Note about 831 routers: The physical and logical port configuration can be

confusing; E1 is a separate interface, E0 is Fast Ethernet 1 through 3, and

E2 is the forth Fast Ethernet port. This EasyVPN router was designed to be

connected to a cable modem, so if you already have a router in your house


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then you would need to replace it temporarily with the EasyVPN router for

this configuration work. In addition, cable modems usually remember MAC

addresses, therefore, reset the modem after connecting the new router.

You will be limited to 100k in the outbound direction so please not attempt

to make more than one G.711 call at the same time.


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Remote Power Cycle Instructions for Voice Racks

1. Telnet to the terminal server. You will be at the "voicerack-X>" prompt.

2. To access the power cycle unit (APC) from the terminal server, type apc

then press Enter. When prompted for a user name, typepowerand press

Enter. When prompted for a password, typepowerand press Enter.

3. At this point you will be at the command-line of the APC and will be

presented with a number of menu choices. You have permissions to access

menu items 1 and 4; 1-Device Manager / 4-logout.

4. Type 1 and press Enter. You will be presented with a list of electrical

outlets and the devices attached to those outlets. As you move through the

menus to turn outlets on or off, always use capital letters to confirm YES, as

lower and mixed-case letters will be rejected as a valid response.

5. Press the key to move backwards through the menus and get back

to the top menu to log off; 4-logout. You will be returned to the command-

line of the terminal server; voicerack-x>.


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Reset the image on all the servers.

NOTE: It is very important that you reset one server image at a time and

wait for confirmation that the reset is complete. If you attempt to reset all

images simultaneously, there is a possibility that one or more images will

hang, which would require a call to support to fix the problem.

To reset the servers, RDP (e.g. Windows remote desktop) or VNC to the PC

at 10.1.200.26.

This will bring you to the desktop of the PC. Next, click the Internet Explorer

shortcut icon labeled Reset (see image on next page).


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This will open the web application used to reset servers to their base image.

Simply follow the instructions, always waiting for confirmation of an image

reset prior to resetting the next server (see images on next page).


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Load the base configs on all the devices.

The base (starting) configuration files are located at the following URL in the

appropriate workbook directory:

http://www.ccbootcamp.com/download/!Voice/

Other useful information and applications can be found at the following URL.

Information such as VPN profiles, VPN client software, base configurations,

and other files related to our workbooks.

http://www.ccbootcamp.com/download/!Voice/

Always use the word cisco when required to set passwords.


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Cisco Unity Express (NM-CUE) Specific Instructions

Erasing an NM-CUE ModuleIf an NM-CUE module does not have a blank configuration, here are the

steps for erasure:

Step 1) setup the necessary CUE service module IP address, gateway, and

static IP route.

Step 2) on the CME BR2 Router:

service-module service-Engine 0/0 session

offliney

restore factory default

y

Switching NM-CUE licenses

The NM-CUE can be licensed either to register with CME or CCM. This is

controlled by the license PKG file that resides on the CUE module. CME PKG

files are in the PC FTP folder (C:\Cisco\CUE\), therefore you will need to

connect to the FTP server on the student PC to GET the file from the router

over to the CUE. There are 2 files in flash, one of which you will need for the

correct installation and they are as follows:

CME: cue-vm-license_12mbx_cme_7.0.1.pkg

CCM: cue-vm-license_12mbx_cme_7.0.1.pkg

Restoring to the default will use whatever license was last installed.

Note: The PC has FTP installed but not configured.

Step 1) Sessioning into the CUE

service-module service-engine 1/0 session

software install clean url ftp://10.1.200.26/cue-vm-license_12mbx_cme_7.0.1.pkg username cue password ciscoy

reloady


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Remote Control for CCBootcamp

1. Create an Account to control the IP Phones

a. User Management-> End User

b. After the user is created and Phones are registered Associate the user

with the Phones

c. Add an SNMP string to search your CUCM server for Phones


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d. Remote into the UCCX server

2. Create a new phone profile for each phone so it will be easier to manage


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3. Specify the IP address of the IP Phone and the user name and password youjust created in step 1.

4. Modify the preferences for the CUCM. This will allow you to search your

CUCM for IP Phones once you have this complete.


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Troubleshooting

If you are unable to connect to your phone and receive the following error

message

Verify you can ping the phone from the CUCM server.

Next View the Screen of the Phone via the Web Browser.

If unsuccessful then please check you Enterprise parameters within CUCM.

Verify you are using IP Addresses and Not Host Names


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Try the HTTP URL once again. You should now see the following Screen.

Try to connect to your Phone again.

For IP Phones connected to CUCME please enter the following

ip http server

ip http path flash:


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telephony-service

url authentication http://10.1.230.1/CCMCIP/authenticate.asp

authentication credential remote cisco

no create cnf

create cnf

voice register global

mode cme

url authentication http://10.1.130.1/CCMCIP/authenticate.asp

no create profile

create profile

voice register pool 1

username remote password cisco

voice rack faq

Documents