Cisco Business Edition 4000

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Troubleshoot the BE4000

You can view the status of all the BE4000 appliances at various customer locations. Service status is refreshed in real time. Click the icon to manually refresh the status.

 

Appliance Status

Description

Troubeshooting Information

Online

Service is available.

Offline

Appliance’s management connection to the cloud is down.

Check if:

  • Appliance is disconnected.

  • Appliance is powered off.

  • Customer has changed the firewall settings and these ports are blocked: UDP 500, UDP 4500, or ESP 50.

  • Customer’s internet connection is down.

Inactive

Appliance has been inactive for more than a period.

Customer might be:

  • Moving offices.

  • Switching out internet providers over the weekend.

Appliance must be reloaded when it is connected back.

Needs Attention

There is an error related to the service.

Errors can be for the following reasons:

  • More than 15% of the phones are unregistered.

  • Any issue with the traditional or VoIP trunks.

  • There is impact to the phone services.

Configuration in Process

Site is being set up by the user.

Ensure that you enter all details in the BE4000 navigation wizard to make the appliance ready to be deployed.

Ready to Deploy

Your configuration is complete and ready to be used for the BE4000 deployment.

Deploying

Appliance is already registered with this configuration and is currently being configured.

Deployment Failed

Appliance is not deployed.

You must view the navigation on the appliance for more information. Deployment can fail for the following reasons:

  • Most likely the ports are blocked.

  • Wrong LAN settings.

  • Connectivity issues.

Voicemail Configuration Failed

Voicemail functionality does not work.

Check if the voicemail appliance is faulty. Contact Cisco TAC for assistance.

Inventory Failed

Your appliance inventory failed.

Go to the Deployment status page and click the trace icon to get the deployment failure log details.

Redeploy the site again.

Contact Cisco TAC for assistance.

 

Troubleshooting from the BE4000 Portal

BE4000 allows you to run show and debug commands from the BE4000 portal. You can download a local copy of show command output and get the debug command output sent to your preferred email address.

The following are the categories available for running show commands:

  • SIP

  • Phone Number

  • Phone

  • TDM

  • Hunt Group

  • Dial Plan

The following are the categories available for running debug commands:

  • Ccsip

  • Shared Line

  • Voip

  • Vpm Signal

  • Voice Register Errors

  • Cdapi

  • Presence

  • Isdn Q31

  • Voice Register Events

  • Voice Register Session Servers

Run Show Commands

Procedure


Step 1

Log in to the BE4000 portal.

Step 2

Click Manage Site from the “Actions” menu for the desired site.

Step 3

Click Troubleshooting.

Step 4

Click Run corresponding to the “Show Command” section.

Step 5

Choose a method based on your preference from the Choose Method drop-down list. The following are the methods available:

  • SIP

  • Phone Number

  • Phone

  • TDM

  • Hunt Group

  • Dial Plan

Step 6

(Optional) Hover the mouse pointer over the text View the chosen show commands. Based on the chosen method, you can see the list of show commands that are selected for execution.

Step 7

Click Run. The output is generated and downloaded on to your system. Close the pop-up window after the output is successfully downloaded.


Run Debug Commands

Procedure


Step 1

Log in to the BE4000 portal.

Step 2

Click Manage Site from the “Actions” menu for the desired site.

Step 3

Click Troubleshooting.

Step 4

Click Run corresponding to the “Run Debug” Command” section.

Step 5

Choose a method based on your preference from the Choose Method drop-down list. The following are the methods available:

  • Ccsip

  • Shared Line

  • Voip

  • Vpm Signal

  • Voice Register Errors

  • Cdapi

  • Presence

  • Isdn Q31

  • Voice Register Events

  • Voice Register Session Servers

Step 6

Enter the duration for executing debug commands in the Enter Duration 5-30 Minutes field. You can run debug commands for a minimum of 5 minutes and a maximum of 30 minutes.

Step 7

Enter the email address for receiving the debug command output in the Email to receive report field.

Step 8

Click Run. An email containing the debug command output is sent to the entered email address.

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