Troubleshooting 20 Items to Check Items to Check

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2 Background 1 Figure 1 Universal Access IP PBX Test Configuration 1 Table 1 Software & Firmware Versions Tested 1 Note 1 Document Limits 2 Note 2 Call Failure Threshold 3 Note 3 Teleworker Support 4 Configuration Data 5 Section 1: Initial Mitel 5000 CP Connection & Login 6 Section 2: Mitel 5000 CP Configuration 9 A) Configure TOS Vales 9 B) Create SIP Trunk Group 10 C) Configure SIP Trunk Group 11 D) Create Call Configuration 16 E) Configure Call Configuration 18 F) Database Backup & Save 19 Troubleshooting 20 Items to Check Items to Check i

3 This document provides technical guidance for configuring the Mitel 5000 Communications Platform (CP) IP PBX appliance to properly interface to and interoperate with the Integra SIP Solutions trunks. It is not intended to serve as a step-by-step configuration guide. The goal of this document is to ensure that when properly configured the Mitel 5000 CP will interoperate with Integra s SIP-based equipment and network. In order to establish a configuration and compatibility baseline, Table 1 below shows the software and/or firmware versions used for testing and evaluation in the Integra Lab. Table 1 Software & Firmware Versions Tested Network Element Version Metaswitch Call Feature Server V SU18 P90.01 Adtran NetVanta 3305 Proxy R E Mitel 5000 CP SP4 PR2 & The Universal Access (UA) IP PBX deployment configuration is shown in Figure 1 below. The UA model prescribes that the SIP handoff to the customer s IP PBX is on Port 2 of the Ethernet Access Device or EAD. This configuration ensures proper SIP call handling between the customer-supplied IP PBX platform and the Integra equipment and network. Figure 1 Integra Universal Access IP PBX Test Configuration Network Integra Hub / Colo Customer Premise 1 DIA -OR- CFS Access Edge GigE GigE HN-4000E (EoC) TA-5000 (EoTDM) ME-3x00 (EoF) Integra Provided ETHERNET ACCESS DEVICE (EAD) 2 3 SIP -OR- HVS VPN -OR- CES 4 WILDCARD Note that some schools of thought like to consider everything outside of or beyond the IP PBX itself to be part of the PSTN. For this testing, the beginning of the PSTN does not matter; as in to and out of the IP PBX are the more important considerations. 1

4 Note 1: It is very important to note that this document only addresses the SIP trunk side of the Mitel 5000 CP. Items such as; internal (LAN-side) Quality of Service (QoS) policies, IP Phones (with attendant firmware upgrades), Codecs, dial plans and DID call routing, feature and long distance access codes, along with end-user accounts and passwords are not part of this configuration document. 2

5 Note 2: The Mitel 5000 CP has a parameter called: Call Failure Threshold. This feature is easily confused with: Network Call Failure Threshold. The Network Call Failure Threshold is a threshold that raises an alarm when the specified number of calls fail on a SIP trunk. The default value to raise the alarm is 15. It is important to note that practically any incomplete call like dialing less than ten digits can increment this peg counter. This is only an alarm function. The Call Failure Threshold is vitally important to the customer experience with SIP trunks. The concept is that when the specified number of calls fail, the SIP trunk is disabled (out of service). This is only an effective feature when there is an alternate route from the Mitel 5000 to the PSTN. In the majority of the deployments, there is only a single SIP trunk available for the Mitel 5000 voice traffic. Therefore, when this threshold is crossed and the single SIP trunk is disabled, the customer can no longer place or receive calls. The SIP trunk must be manually enabled. Note that the unreasonable default value is 1. One misdialed call can disable the SIP trunk. Therefore, it is highly recommended that the threshold value be set to 0 to disable this potentially disruptive feature. To modify the Call Failure Threshold, it is necessary to use the On-Line Monitor view/mode in the Mitel System Administration & Diagnostics application. The parameter is found at the following location in the application s menu tree. System Devices and Feature Codes SIP Peers SIP Trunk Groups (or actual trunk group number) Configuration Call Failure Threshold 3

6 Note 3: In order to support remote (off-site) teleworkers with remote telephone sets, Integra has developed an interim solution. The drawing below provides the details of the solution. The Adtran NetVanta 3120 is an Integra provided device for this enhanced service. The needed adjustments to the customer owned firewall are the responsibility of the customer. EAD Port Assignment: #1 #2 #3 #4 -OR- DIA CFS -OR- SIP HVS -OR- VPN CES (Future) -WILDCARD- USE FOR ADDITIONAL EVC AS NEEDED Example Service Combo Selection: Internet SIP Trunking BCS Mitel 5000 PBX Customer firewall requires port forwarding to [C] (example: ) to facilitate PBX remote access and teleworker phones Customer Firewall Scenario A) /24 B) /24 C) /24 D) /24 Mitel 5000 default gateway Adtran 3120 config example ethernet 0/1 ip address ip route ip route In the example above, the SBC URL is covoip.integra.net. It was translated to an IP address by pinging the URL and then placed as the destination in the 2 nd route. EAD A Customer Switch Adtran 3120 (BCS) D C B Mitel 5000 PBX (BCS) Adtran

7 It is presumed that there is direct knowledge and expertise or that knowledge and expertise is readily available for the Mitel 5000 CP IP PBX appliance. Therefore, this section contains the data fill for the various configuration pages when using the Mitel System Administration & Diagnostics application. Further, it is presumed that the appropriate and adequate licensing for the system; including but not limited to, SIP Trunk Licenses, are in place to allow proper operation. The pages are addressed below in basic navigation-menu order. There is no consideration given to element/object dependencies or provisioning hierarchy. The information provided is the data fill needed for interoperation. The following is a mini legend of the configuration parameters that are detailed within this document. Mandatory Integra Provided Entry The red outline boxes indicate that the information is mandatory as provided by Integra. This includes specific SIP settings, data fill, as well as detailed account information as provided by Integra. Optional Customer Defined Entry The blue outline boxes signify that the customer selects the desired provisioning data fill. Examples include: private IP addresses and user-friendly object names for easier provisioning. 5

8 Section 1: Initial Mitel 5000 CP Connection & Login Connect the selected personal computer (via an appropriate Ethernet cable) to the same local area network (LAN) that contains the Mitel 5000 CP IP PBX appliance. Please consult Section 4 (HX Controller Specifications, page 57) of the Mitel 5000 CP Installation Manual, Release 5.1 for the location of the appropriate LAN port on the specific hardware deployed (if a direct physical connection is desired). The Mitel System Administration & Diagnostics application must be installed on the selected personal computer. Please refer to the Mitel 5000 CP System Administration & Diagnostics Guide, Release 5.1 and the Mitel 5000 CP Features and Programming Guide, Release 5.1 for information regarding this application and database operations. Launch the Mitel System Administration & Diagnostics application. The splash screen shown below will be displayed upon successful application launch. The System Administration & Diagnostics UI (User Interface) window is displayed. In the System Connection Section, select the Launch DB Programming icon for the desired Mitel 5000 CP system. In this example, the Lab 5000 system was selected. This is shown outlined in red below. 6

9 The Mitel DB Programming window is now displayed. This is shown in the screen capture image below. At this point, it is a good practice to confirm that the software version installed on the Mitel 5000 CP IP PBX appliance is equal to the software version referenced in Table 1 above in the previous section. Select Help on the menu bar. Then select About Mitel Database Programming in the drop down menu. This is shown outlined in red below. 7

10 The screen capture below shows that the Call Processing Version and the Voice Processor Version are Note: It is highly recommended that a manual Mitel 5000 CP database backup and database save are executed before making any further configuration changes. This ensures a valid restore point in the event of a problem while moving forward with the configuration. The details of performing the manual database backup and database save procedures are adequately described in the Backing Up the Database section (page 62) of the Mitel 5000 CP Features and Programming Guide, Release 5.1. Please consult appropriate documentation and proceed accordingly. 8

11 Section 2: Mitel 5000 CP Configuration Within the Mitel DB Programming application window, the pages listed below provide the data fill requirements (outlined in red) and recommendations (outlined in blue). Again, these items are included in navigation menu order only. Each page name is provided with a screen capture of the selection for clarity. In addition, the necessary notes related to the data fill examples are shown below. A) Configure TOS Values By default, the Mitel 5000 CP transmits both the RTP and SIP signaling at a TOS value of 184. This is the DSCP equivalent value of 46 or expedited forwarding and is incorrect for SIP signaling packets on the Integra network. Therefore, the SIP signaling TOS value must be reconfigured to the proper TOS value (96 instead of 184). The equivalent DSCP value is 24 or class selector 3. Note that RTP must remain configured as 184. Thus, checking to ensure it is configured for 184 is a good practice. Menu Navigation 5000 CP System Devices and Feature Codes IP Connections Processor Module (P6000) Expansion Module (P6001) For both the Processor Module (P6000) and Expansion Module (P6001), configure the following values: Parameter (Name) Data Fill (Value) Audio RTP Type of Service 184 Data Type of Service 96 9

12 B) Create SIP Trunk Group A new SIP Trunk Group must be created for the Integra SIP Solutions trunk. In the example below, an existing trunk group (92004) is augmented (92007) to demonstrate the values needed to configure a new SIP Trunk Group from scratch. Menu Navigation 5000 CP System Devices and Feature Codes SIP Peers SIP Trunk Groups Right click in the right frame and select Create SIP Trunk Group from the menu. Next, in the Create Trunk Group Extension pop up window, select the desired Starting 10

13 Extension value. Then select the OK button to create the new SIP Trunk Group. C) Configure SIP Trunk Group The new SIP Trunk Group must now be configured for the Integra SIP Solutions trunk. In the example below, trunk group is used to demonstrate the values needed to configure a new SIP Trunk Group from scratch. Note that only the parameters specified below should be changed. The other parameters should remain at default values. Menu Navigation 5000 CP System Devices and Feature Codes SIP Peers SIP Trunk Groups Configuration For the new SIP Trunk Group (92007), configure the following values on the Configuration page: Parameter (Name) Fully Qualified Domain Name Call Configuration Operating State Maximum Number of Calls Data Fill (Value) Integra Supplied Value Customer Defined In-Service Integra Supplied Value 11

14 Menu Navigation 5000 CP System Devices and Feature Codes SIP Peers SIP Trunk Groups Configuration Registrar For the new SIP Trunk Group (92007), configure the following values on the Registrar page: Parameter (Name) Data Fill (Value) Enable Registration Yes Registrar FQDN Integra Supplied Value Registration Refresh Interval

15 Menu Navigation 5000 CP System Devices and Feature Codes SIP Peers SIP Trunk Groups Configuration Authentication For the new SIP Trunk Group (92007), configure the following values on the Authentication page: Parameter (Name) Out-bound Username Out-bound Password Data Fill (Value) Integra Supplied Value Integra Supplied Value 13

16 Menu Navigation 5000 CP System Devices and Feature Codes SIP Peers SIP Trunk Groups Configuration Keep-Alive For the new SIP Trunk Group (92007), configure the following values on the Keep-Alive page: Parameter (Name) Enable Pinging Data Fill (Value) No 14

17 Menu Navigation 5000 CP System Devices and Feature Codes SIP Peers SIP Trunk Groups Trunk Group Configuration Trunks Right click in the right frame and select Create SIP Peer Trunk from the menu. Enter the desired Starting Extension value in the Create SIP Peer Trunk Extension pop up window. Next, enter the number of SIP sessions (purchased from and provided by Integra) in the Number of Extensions field. Then select the OK button to create the new SIP Peer Trunk extensions. 15

18 As shown above, the right frame is now populated with the extension count (number of SIP sessions) that was configured. In this example, were created: representing four SIP sessions. D) Create Call Configuration A new Call Configuration may be created for the Integra SIP Solutions trunk. In the example below, two existing Call Configurations (1-2) were augmented with Call Configuration 3. (Otherwise, an existing Call Configuration may be modified in accordance with the instructions in the next section). Menu Navigation 5000 CP System IP-Related Information Call Configurations Right click in the right frame and select Add To Call Configurations List from the menu. 16

19 Enter the desired Starting ID value in the Get ID pop up window. Next, enter the number of Call Configurations desired (1 in this example) in the Number of IDs field. Then select the OK button to create the new Call Configuration. As shown above, the right frame is now populated with the Call Configuration that was configured. In this example, 3 were created. 17

20 E) Configure Call Configuration The new Call Configuration created for the Integra SIP Solutions trunk must now be configured. (Otherwise, an existing Call Configuration may be modified in accordance with the instructions below). In the example below, Call Configuration 3 is used to demonstrate the values needed for configuration. Note that only the parameters specified below should be changed. The other parameters should remain at default values. Menu Navigation 5000 CP System IP-Related Information Call Configurations 3 For the new Call Configuration (3), configure the following values on the 3 page: Parameter (Name) Data Fill (Value) Average In Time Frame Percentage Threshold 10 Average In Time Frame Timer 10 DTMF Encoding Setting RFC 2833 Speech Encoding See Note Below Fax Detection Sensitivity 1 Fas Encoding Setting (Fax Transmission) T.38 Fax Maximum Connection Speed

21 Note: The Speech Encoding options are numerous. However, the Integra default model and order of codecs is: G.729 primary and G.711 Mu-Law secondary. With the G.729 codec first, this provides overall good voice call quality while reducing voice (RTP) bandwidth requirements. Therefore, configuring the Speech Encoding parameter for G.729 is recommended. F) Database Backup & Save Configuration of the Mitel 5000 CP for the Integra SIP Solutions trunk is now complete. It is highly recommended that a manual Mitel 5000 CP database backup and database save are executed at this time. These steps ensure all the configuration changes made in this document are preserved in the event of a problem. The details of performing the manual database backup and database save procedures are adequately described in the Backing Up the Database section (page 62) of the Mitel 5000 CP Features and Programming Guide, Release 5.1. Please consult appropriate documentation and proceed accordingly. 19

22 Comprehensive troubleshooting of a SIP Solutions trunk that does not properly authenticate and register is not part of this configuration document. However, experience has shown that there is a reasonable list of basic Items to Check as part of the nominal customer turn up process. Traditionally, one or more of the following steps of confirmation and basic troubleshooting will yield the location of any problem(s) with the exchange of SIP messaging. Confirming the SIP Register (and subsequent Invite messages) message within the Integra s BrixWorks monitoring system generally provides a wealth of information on the nature of the issue; including any possible improper configuration (on either end). Therefore, it is appropriate to initiate that step only after the initial customer site configuration confirmation and connectivity testing has been completed (Steps 1-7 inclusive). This section represents a basic, logical troubleshooting methodology from the customer location to the Metaswitch Call Feature Server. Items to Check (Customer Side) 01. Confirm that the Mitel 5000 CP has the WAN port properly connected to Adtran demarcation device s LAN Ethernet port (typically, eth 0/0 ) with active LED illuminated. 02. Confirm the Mitel 5000 CP has the proper WAN port TCP/IP interface configuration (IP address, Subnet mask, Default gateway, and Primary and Secondary DNS server). 03. Confirm the Mitel 5000 CP can ping the LAN gateway IP address (inside) of the Adtran demarcation device at the customer site. 04. Confirm the Mitel 5000 CP can ping the WAN IP (outside) address of the Adtran demarcation device at the customer site. 05. Confirm the Mitel 5000 CP can resolve, ping, and if necessary, trace route to the FQDN (provided by Integra) of the Metaswitch Call Agent serving the customer site. 06. Confirm with Integra that the SIP account information provided for the Mitel 5000 CP SIP Peer Trunk Group data fill configuration (FQDN, Username, Password, etc.) is correct. 07. Confirm that the information provided by Integra is properly entered in the Mitel 5000 CP. 20

23 Items to Check (Integra Side) 08. Confirm with Integra that they can see the SIP Register messages from the Mitel 5000 CP within the BrixWorks call monitoring system. 09. Confirm with Integra that they can ping and, if necessary, trace route to the WAN IP (outside) address of the Adtran demarcation device at the customer site. 10. Confirm with Integra that they can ping and, if necessary, trace route to the LAN IP (inside) address of the Adtran demarcation device at the customer site. 11. Confirm with Integra that they can ping the WAN IP address of the Mitel 5000 CP appliance from within the Adtran demarcation device at the customer site. 12. Confirm with Integra that they can resolve, ping, and, if necessary, trace route from within the Adtran demarcation device to the FQDN of the Metaswitch Call Feature Server serving the customer site. 21

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