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Section 1. Troubleshooting Cisco Unified... > Cisco Way of Troubleshooting
Cisco Way of Troubleshooting
Over the years, Cisco has come up the idea of a structured approach to resolving issues on either data or voice networks. A structured approach breaks the process down into easily implemented tasks to more quickly resolve problems. The idea behind this methodology is to assist in the quick and accurate resolution of any issue that can cause unwanted network behavior. The process is simple after you work through a few of them. This eight-step process has helped numerous people. These steps produce a baseline of the issue you are experiencing and a practical and structured approach to problem solving:
1. | Define the problem. Clearly state what the problem is. List the symptoms and their causes. |
2. | Gather the facts. Get information from the affected users and technical staff to help isolate the issue. Use tools such as trace files, logs, router diagnostics output, and so on to get more information. |
3. | Consider possible causes. Start with the more likely causes. This step should help eliminate some of the choices. |
4. | Create an action plan. Your plan should begin with the most likely cause. The plan should only change one variable at a time. It is crucial to change or troubleshoot only one area at a time to rule out a potential resolution. |
5. | Implement the action plan. Perform your action plan one action at a time. Watch carefully to see whether the desired results have been accomplished. |
6. | Check the results. Check to see whether problem was resolved. Use the same tools used to find the problem. |
7. | Analyze the results. Has the issue been resolved? If yes, go to Step 8. If no, go back to Step 4. |
8. | Congratulate yourself. The process is complete. |
