00 · Header
T8 · Build, integrate, operate
Troubleshooting methodology
Control Hub call troubleshooting, trunk status, and registration-gateway validation. This is not an invented protocol stack. Retrieved 2026-10-14.
01 · Executive summary
After the call ends, then the hop
- The troubleshooting view needs the full admin, read-only admin, or support admin role. It shows calls for the past 21 days. Calls appear after the call ends. [cite:1]
- Search keys are email addresses, phone numbers, MAC addresses, call IDs, and correlation IDs. Status is Successful, Refusal, or Failure. [cite:1]
- Quality grades for Webex Calling are Poor, Good, or None / Not available. The view cannot necessarily provide the root cause. Meetings and Call on Webex are not graded that way. [cite:1]
- Trunk status updates every 3 minutes: Online, Offline, Impaired, or Unknown. Errors 2, 6, 11, and 12 are shown only when all edge proxy nodes have the issue. [cite:2]
- Config Validation is only for registration-based Local Gateways. It does not validate the PSTN or PBX dial plan. [cite:3]
02 · Architecture map
Role, search, hop, gateway
Mermaid source (not rendered)
flowchart LR A --> B
03 · Core concepts
Order taken from the articles
frj1efb: Alice to an auto attendant is one segment. Auto attendant to Bob is another. A correlation ID ties segments of the same call. [cite:1]
The article says the view identifies the problem area and cannot necessarily provide the root cause of a poor call. [cite:1]
2zx7fg validates Webex Calling dial-peers and the registration pieces it lists. It says the complete dial plan, PSTN, and PBX dial-peers are not validated. [cite:3]
jr1i3r’s DS 64224 disables all debugs and uninstalls diagnostic signatures when CPU is at 75 percent or more. The sample FTP username and password are not copied here. [cite:4]
What you can say from the call view
| Fact | Article’s words | Cite |
|---|---|---|
| Who | Full admin, read-only admin, or support admin. | [cite:1] |
| When | Past 21 days. The call appears after it ends. | [cite:1] |
| Status | Successful, Refusal, or Failure. Hover a Refusal or Failure for the code. | [cite:1] |
| Quality | Poor, Good, or None / Not available. | [cite:1] |
| Media path | Through the Webex Calling cloud, or directly with ICE. | [cite:1] |
| Path optimization values | ICE, PNC, or No optimization. | [cite:1] |
Trunk words
| Status or error | Meaning in n0xb944 | Cite |
|---|---|---|
| Online | Successful connection between all edge proxies and the Local Gateway. | [cite:2] |
| Impaired | Unsuccessful connection between at least one edge proxy and the Local Gateway. | [cite:2] |
| Offline | Unsuccessful connection between Webex Calling and the Local Gateway. | [cite:2] |
| Unknown | Connection in progress for a recently added Local Gateway. | [cite:2] |
| Errors 2, 6, 11, 12 | Shown only when all edge proxy nodes experience the issue. | [cite:2] |
Validation result words
04 · Ecosystem & sister technologies
Glossary, map, sisters, edges
Glossary
- Troubleshooting view
- Control Hub page for connectivity and media quality of Webex Calling calls. [cite:1]
- 21 days
- How far back that view goes. [cite:1]
- After the call ends
- When a Webex Calling call appears. [cite:1]
- Correlation ID
- Ties multiple segments of the same call. Filters are not available for a phone-number or correlation-ID search. [cite:1]
- Call segment
- A direct hop between two participants. [cite:1]
- Hop details
- Where the article tells you to look for where the issue could be. [cite:1]
- Poor
- Caller or callee had a poor end-to-end experience. The example is choppy audio. [cite:1]
- Good
- The end-to-end experience did not exceed thresholds. [cite:1]
- None
- No media quality data. The column also says Not available. [cite:1]
- ICE
- Media directly between users when optimization succeeds. [cite:1]
- PNC
- Private Network Connect, one of the path-optimization values. [cite:1]
- Online
- Every edge proxy reached the Local Gateway. [cite:2]
- Impaired
- At least one edge proxy did not. [cite:2]
- Config Validation
- Registration-based managed gateways only. [cite:3]
- Two years
- How long 2zx7fg says validation results are stored. Gateway configuration data is removed after 8 hours. [cite:3]
- DS 64224
- High-CPU signature at 75 percent. [cite:4]
Mind map
Mermaid source (not rendered)
mindmap
root((T8-R06))
Core
Sisters
Sister-technology matrix
| Sister | What it is | Why it matters here | Config touchpoint | Typical failure | Cite |
|---|---|---|---|---|---|
| Control Hub roles | Full, read-only, or support admin. | Without one of those roles the view is not available. | The access sentence. | Using a lesser role and calling the page empty. | [cite:1] |
| Local Gateway | Trunk status and OPTIONS. | Error 7 is OPTIONS with no response. Error 11 is the gateway not sending OPTIONS. | Trunk troubleshooting table. | Debugging digits during a TLS failure. | [cite:2] |
| Certificates | Error 6 is the FQDN missing from CN or SAN. | Errors 4 and 15 are expiry. Errors 13 and 14 are revocation. | The same table. | Treating every TLS failure as DNS. | [cite:2] |
| DNS | Error 1 is DNS resolution failure of the gateway FQDN. | Error 2 is a transport issue, and it is an all-proxy error. | Verify the SRV or FQDN resolves. | Changing the dial plan first. | [cite:2] |
| Registration validation | 2zx7fg. | It grades the Webex Calling side. | Services > PSTN & Routing > Gateway configurations > Manage Gateways. | Expecting it to grade the carrier peer. | [cite:3] |
| CPU | DS 64224. | A long debug without it can stay on. | Install the signature before a long debug. Do not copy the sample FTP secret. | Leaving debugs up through a CPU spike. | [cite:4] |
| Quality management | A Poor grade is not a quality-management score. | Retention of recordings is not in frj1efb. | TODO-verify QM retention here. | Treating Poor as a failed recording. | [cite:1] |
| Emergency | Refusal and Failure codes are call outcomes, not an emergency test. | This room does not restate 933. | Read the emergency article for a test call. | Placing a live 911 call to populate the view. | [cite:1] |
Integration map
| From | To | Mechanism | What moves | Cite |
|---|---|---|---|---|
| Administrator | Troubleshooting view | Search | Email, phone, MAC, call ID, or correlation ID. | [cite:1] |
| Call | Segments | Correlation ID | Alice to auto attendant, then auto attendant to Bob. | [cite:1] |
| Hop | Media | ICE or cloud | Also PNC or no optimization. | [cite:1] |
| Edge proxy | Trunk status | 3-minute update | Online, offline, impaired, unknown. | [cite:2] |
| Certificate | Error 6 | CN or SAN | Must match the configured FQDN or SRV. | [cite:2] |
| Managed gateway | Config Validation | Registration only | Webex Calling dial-peers. | [cite:3] |
| Validation job | Stored result | Retention | Results two years. Config data 8 hours. | [cite:3] |
| Router CPU | DS 64224 | 75 percent | Debugs off. Signatures uninstalled. | [cite:4] |
Cross-platform bridges
| Webex behavior | Legacy habit | Peer orientation | Cite |
|---|---|---|---|
| Webex Calling hop view | A CUCM trace is a different tool. This room does not restate RTMT. | A Teams call-analytics screen is TODO-verify. | [cite:1] |
| Registration Config Validation | Certificate trunks are outside that tool’s stated scope. | A third-party SBC validator is TODO-verify. | [cite:3] |
| Poor / Good / None | Do not map those words onto a contact-center CSAT scale. | Peer quality scores are TODO-verify. | [cite:1] |
Future-integration hooks
- Canon plan: T8-R07 holds the export and PRT steps.
- Analyzer clock settings are not restated here.
- Client log retention from an article this pass did not open stays TODO-verify.
Ecosystem troubleshooting
| Symptom | Likely sister-system cause | Check | Fix | Cite |
|---|---|---|---|---|
| The call is missing | It has not ended, or it is older than 21 days. | The two sentences in frj1efb. | Wait until it ends, or widen the method. | [cite:1] |
| Search by correlation ID has no filters | The article says filters are not available for that search. | Search view. | Expect it. | [cite:1] |
| Trunk looks impaired but error 6 is absent | Error 6 is shown only when every edge proxy has it. One proxy is the impaired state. | The SI note. | Do not wait for error 6. | [cite:2] |
| Validation is green and the PSTN still fails | PSTN and PBX dial-peers are not validated. | 2zx7fg. | Check the carrier side separately. | [cite:3] |
05 · Flow
One failed call
| Step | From | To | Mechanism | Notes | Cite |
|---|---|---|---|---|---|
| 1 | Role | View | Admin role | Full, read-only, or support. | [cite:1] |
| 2 | Call end | Search | 21 days | The row appears after the call ends. | [cite:1] |
| 3 | Row | Status | Successful, Refusal, Failure | Hover the code. | [cite:1] |
| 4 | Segments | Correlation ID | Stitch | Then open the hop. | [cite:1] |
| 5 | Hop | Media | ICE or cloud | Grade is Poor, Good, or None. | [cite:1] |
| 6 | If a gateway | Trunk | 3 minutes | Read all-proxy errors separately. | [cite:2] |
| 7 | If registration | Validate | Webex side only | Not the PBX dial plan. | [cite:3] |
| 8 | If you debug | DS 64224 | 75 percent | No sample password. | [cite:4] |
06 · Config
Where each check starts
- Confirm the role, then search after the call has ended. [cite:1]
- Read status, then the hop, and note whether media used ICE or the cloud. [cite:1]
- If the path is a Local Gateway, open the trunk and read status. Remember the page updates every 3 minutes. [cite:2]
- For a registration-based managed gateway, start validation at Services > PSTN & Routing > Gateway configurations > Manage Gateways, then Validate. [cite:3]
- Before a long debug on the IOS XE Local Gateway, install DS 64224 from the guide. Do not paste the sample FTP credentials. [cite:4]
07 · Limits
Numbers these articles state
| Item | Value | Source | Verified? |
|---|---|---|---|
| Call history in the view | 21 days | [cite:1] | Quoted |
| Appearance | After the call ends | [cite:1] | Quoted |
| Trunk status refresh | Every 3 minutes | [cite:2] | Quoted |
| All-proxy errors | 2, 6, 11, and 12 | [cite:2] | Quoted |
| Search result sort limit | Above 1,000 trunks you cannot sort or search within results | [cite:2] | Quoted |
| Validation scope | Registration-based only | [cite:3] | Quoted |
| Validation result storage | Two years | [cite:3] | Quoted |
| Validation config data | Removed after 8 hours | [cite:3] | Quoted |
| DS 64224 threshold | 75 percent CPU | [cite:4] | Quoted |
| QM retention | TODO-verify | Not in these articles | Open |
08 · Troubleshooting
Failures
| Symptom | Likely cause | Evidence | Fix | Cite |
|---|---|---|---|---|
| Empty search for a live call | Calls appear after they end. | Overview. | Wait. | [cite:1] |
| A meeting shows no Calling grade | Grading does not apply to meetings or Call on Webex. | Overall quality. | Stay on the Webex Calling tab. | [cite:1] |
| Partial phone search surprises you | The first two digits list possible numbers. Enter and a partial can seek an exact match. | Search view. | Read that paragraph before you retry. | [cite:1] |
| You cannot filter a correlation search | Filters are unavailable for phone numbers and correlation IDs. | Search view. | Filter on an email search instead. | [cite:1] |
| Impaired with no error 6 | Error 6 requires every proxy to fail that way. | SI note. | Treat impaired as its own state. | [cite:2] |
| Error 1 | DNS of the FQDN failed. | Table. | Check resolution before the certificate. | [cite:2] |
| Error 12 | OPTIONS response indicates a server error, or the gateway is in maintenance or call routing is disabled. | Table. | Leave maintenance. This error is also all-proxy. | [cite:2] |
| Validation button missing | The gateway is not a registration-based managed gateway with the Local Gateway service. | Scope sentences. | Do not force this tool onto a certificate trunk. | [cite:3] |
| Green validation, bad PSTN | PBX and PSTN peers are out of scope. | Know your results. | Test the carrier path another way. | [cite:3] |
| Debugs vanish at high CPU | DS 64224 did that at 75 percent, and it uninstalls signatures including itself. | jr1i3r. | Reinstall if you still need the monitor. | [cite:4] |
09 · Self-question ladder
Twelve rungs
L0When does the call show up?
After it ends. [cite:1]
L1Which roles?
Full admin, read-only admin, support admin. [cite:1]
L1How many days?
21. [cite:1]
L2Name the three statuses.
Successful, Refusal, Failure. [cite:1]
L2Name the quality grades.
Poor, Good, None / Not available. [cite:1]
L2What ties Alice’s two segments?
The correlation ID. [cite:1]
L3Online versus impaired?
All proxies, versus at least one. [cite:2]
L3Which errors need every proxy?
2, 6, 11, and 12. [cite:2]
L3What does validation refuse to grade?
The PSTN and PBX dial plan. [cite:3]
L4How long are validation results kept?
Two years. Config data leaves after 8 hours. [cite:3]
L4What does DS 64224 do at 75 percent?
Disables all debugs and uninstalls diagnostic signatures. [cite:4]
L5What is still unmarked?
QM retention and any client-log window this pass did not open.
10 · Lab
Paper lab
11 · Quiz
Twelve questions
Calls appear:
Answer
After they end. [cite:1]
History window:
Answer
21 days. [cite:1]
Quality grades:
Answer
Poor, Good, None / Not available. [cite:1]
The view’s promise:
Answer
Problem area. Not necessarily the root cause. [cite:1]
Alice calls an auto attendant that sends the call to Bob. How many segments in the example?
Answer
Two. [cite:1]
Trunk refresh:
Answer
Every 3 minutes. [cite:2]
All-proxy error numbers:
Answer
2, 6, 11, and 12. [cite:2]
Error 6:
Answer
FQDN missing from CN or SAN. [cite:2]
Config Validation applies to:
Answer
Registration-based Local Gateways. [cite:3]
PSTN dial-peers:
Answer
Not validated. [cite:3]
Result retention:
Answer
Two years. [cite:3]
DS 64224:
Answer
75 percent CPU. Debugs off. [cite:4]
12 · Audio
Slots for Studio
Transcript slot
Studio fills this. The prompt is the spoken outline, not a second article.
Transcript slot
Studio fills this. The prompt is the spoken outline, not a second article.
Transcript slot
Studio fills this. The prompt is the spoken outline, not a second article.
13 · Interview
Oral answers
30 seconds. Wait until the call ends. You need a full, read-only, or support admin. The window is 21 days. The grade is not the root cause. [cite:1]
2 minutes. Split the call into segments with the correlation ID, then read the hop for ICE or cloud. If a trunk is involved, status is online, offline, impaired, or unknown, every 3 minutes. Errors 2, 6, 11, and 12 mean every edge proxy is affected. [cite:1] [cite:2]
30 seconds, validation. Registration-based only. It does not grade the PBX or PSTN dial plan. Results are stored two years. The gateway data used for the run is removed after 8 hours. [cite:3]
2 minutes, debugs. Install DS 64224 before a long debug. At 75 percent it disables debugs and uninstalls signatures. The guide’s FTP sample is not a credential you repeat. [cite:4]
What you will not say. You will not invent a seven-layer method.
14 · Citations
Ledger
Retrieved 2026-10-14. Mirrors cites/T8-R06.md.
- Troubleshoot Webex Calling calls in Control Hub — help.webex — article frj1efb — help.webex.com article frj1efb — retrieved 2026-10-14. Roles, 21 days, after the call ends, search keys, status, grades, segments, correlation ID, ICE, not necessarily the root cause.
- Configure trunks, route groups, and dial plans — help.webex — article n0xb944 — help.webex.com article n0xb944 — retrieved 2026-10-14. Status every 3 minutes. Online, offline, impaired, unknown. Error table including 1, 6, 7, 11, 12. Errors 2, 6, 11, and 12 only when all edge proxies are affected. Search above 1,000 trunks.
- Validate Cisco Local Gateway configuration — help.webex — article 2zx7fg — help.webex.com article 2zx7fg — page header October 14, 2026 — retrieved 2026-10-14. Registration-based only. Path. Result words. Two years and 8 hours. PSTN and PBX dial-peers are not validated.
- Configure Local Gateway on Cisco IOS XE — help.webex — article jr1i3r — help.webex.com article jr1i3r — retrieved 2026-10-14. DS 64224 at 75 percent CPU. Sample FTP credentials are not copied.
15 · Re-engineer later
Open
- TODO-verify: QM retention. Client log retention from an article this pass did not open. Peer troubleshooting screens.
- re-check: none of these four pages is older than twelve months on the facts quoted. 2zx7fg header is October 14, 2026.
- Assets missing: audio.
- Next review: frj1efb, n0xb944, 2zx7fg, jr1i3r.
Sources and go deeper
Checked links were opened this month. A confirm row has no address because that page was not opened.
- Wikipedia Webex (Wikipedia) last checked 2026-10
- Vendor doc Webex Help Center last checked 2026-10
- DevDocs Webex developer documentation last checked 2026-10
- DevDocs Webex developer getting started last checked 2026-10
- Community Webex community last checked 2026-10
- SRND Cisco Collaboration design zone last checked 2026-10
- RFC RFC 3261 SIP: Session Initiation Protocol last checked 2026-10
- Port table IANA service name and port number registry last checked 2026-10
- Port table Port reference for Webex Calling last checked 2026-10
- Wikipedia Call centre (Wikipedia) last checked 2026-10
- Wikipedia Interactive voice response (Wikipedia) last checked 2026-10
- Release notes What's new for administrators in Webex Contact Center last checked 2026-10
- RFC RFC 3263 Locating SIP Servers last checked 2026-10
- RFC RFC 3264 An Offer/Answer Model with SDP last checked 2026-10
- Wikipedia Session Initiation Protocol (Wikipedia) last checked 2026-10
- Vendor doc help.webex.com article frj1efb last checked 2026-10
- Vendor doc help.webex.com article n0xb944 last checked 2026-10
- Vendor doc help.webex.com article 2zx7fg last checked 2026-10
- Vendor doc help.webex.com article jr1i3r last checked 2026-10
sources.json for this page.