Troubleshooting Scenario Questions

Latency

Why wrong: Latency is the total time, not the variance.

Codec Mismatch

Why wrong: A mismatch would result in no audio, not jitter.

Packet Loss

Why wrong: Packet loss is measured by gaps in sequence numbers.

Incorrect Model

Why wrong: The phone would try to register but fail later.

Device Pool mismatch

Why wrong: This would cause registration failure after the handshake starts.

Wrong Password

Why wrong: This would lead to a 401/403 response.

Dial-peer not defined

Why wrong: This would prevent all calls.

Codec mismatch

Why wrong: This would cause 488 errors.

SIP profile missing

Why wrong: SIP profiles don't fix H.323 supplementary services.

The Webex App settings menu.

Why wrong: The Webex App does not have logs for the server-side hybrid services.

The Cisco CLI using the 'log collect' command.

Why wrong: This is not a standard Expressway command.

Control Hub under the Troubleshooting tab.

Why wrong: Control Hub shows some logs, but full diagnostic bundles come from the Expressway itself.

Re-provision the Active Directory domain controller.

Why wrong: This is a disruptive and unnecessary step.

Upgrade the CUCM cluster software.

Why wrong: CUCM firmware is unrelated to the connector status.

The calendar integration license is invalid.

Why wrong: Hybrid calendar does not use individual licenses in this way.

The user's password expired.

Why wrong: User passwords affect mailbox access, not the connector process itself.

The user is not in the correct group in Active Directory.

Why wrong: AD groups do not control the connector service status.

Local database replication speed

Why wrong: Irrelevant to real-time media quality.

Hardware firewall bypass

Why wrong: Bypassing firewalls is a security risk, not a quality fix.

System Health Reports

Why wrong: These provide high-level resource stats, not protocol-level debugging.

Cisco TFTP Logs

Why wrong: These only show if file requests were successful, not the registration signaling.

Cisco Tomcat Logs

Why wrong: These are for web server/administration interface issues.

Cisco Discovery Protocol logs

Why wrong: These are for layer 2 network discovery.

System event logs

Why wrong: These are generic OS logs.

Call processing logs

Why wrong: These are CUCM specific.

Device logs

Why wrong: Logs provide local data, not network path analysis.

Packet Capture (PCAP) from the cloud

Why wrong: You cannot perform a PCAP from the Webex Cloud interface.

Network Analysis Tool

Why wrong: This is a general term, not a specific tool name.

_cisco-uds._tcp

Why wrong: This is for internal service discovery (UDS).

_sip._tls

Why wrong: This is for standard SIP registration, not MRA-specific discovery.

_tftp._udp

Why wrong: MRA does not use TFTP discovery.

Device > Device Settings > Common Device Configuration

Why wrong: Common Device Configuration manages device features like softkeys, not codec negotiation.

System > Device Pool

Why wrong: Device pools assign regions, but do not define the codec matrix itself.

System > Location

Why wrong: Locations are for CAC, not codec negotiation.

The phone's directory number.

Why wrong: The DN is for addressing, not audio media.

The CSS of the device.

Why wrong: CSS is for routing, not media pathing.

The phone's firmware version.

Why wrong: Firmware issues usually affect registration, not just audio.

Check the 'Route Filter' list.

Why wrong: Route filters match digits, not CSS reachability.

Use the 'Route Pattern' report in Cisco Unified Reporting.

Why wrong: This report does not simulate a specific call.

Reset the SIP trunk.

Why wrong: Resetting the trunk does not fix partition access issues.

The device pool.

Why wrong: Device pools do not affect button assignments.

The user's password.

Why wrong: Passwords are not related to speed dials.

The DN's partition.

Why wrong: Partitions affect routing, not button functionality.