Training BroadWorks Call Processing and Troubleshooting


Understand how BroadWorks processes calls and features. Learn how and where to troubleshoot. Get in-depth hands-on experience managing the BroadWorks platform.


Live Online Course

October 6, 2020 – October 22, 2020
Tuesdays & Thursdays, 11:00am-1:00pm EDT

In-Person Training

On-site training at your location


At the end of the course, you will be able to:

  • Read all the logs to find problems.
  • Understand the BroadWorks maintenance tools.
  • Configure and troubleshoot voicemail.
  • Understand SIP signaling in depth.
  • Troubleshoot in the TimesTen database with ttIsql.

Course Content

Understand Server Interactions, Calling and Features. Which server controls voicemail? Which server controls call routing? Which server selects the Long Distance carrier? Which server determines the codec? Understand the server roles, and how they interact to provide features, play greetings, and modify settings. 

Fault Tolerance and Replication. Learn the fundamental tools used for fault tolerance for Application Servers, Network Servers, Media Servers, XSPs. 

UC-One Apps and Push Notification. Understand and troubleshoot Push Notification services for delivering calls to Apple iOS and Android devices. Analyze call flow including XSP accesses to Apple Push Notifications, and Firebase Cloud Messaging.

Analyzing Logs. Determine which information is logged in various logs, including XSLog, PSLog, AuditLog, Syslog, and others, Learn what each of the logs includes. Manage logging details and levels. Practice reading advanced logs on the BroadWorks platform. Analyze SNMP traps for failure patterns and symptoms. We cover the Application Server, Network Server, Media Server, and XSP in depth.

Server Packet Captures. Logs won’t show every detail. Learn how to use Packet Captures on the BroadWorks servers to look behind the curtain and troubleshoot network and feature issues.

Command-Line Diagnostics with BWCLI and ttIsql. Learn to use the BroadWorks CLI commands to do diagnostics and troubleshooting. Open the TimesTen database for fast access to internal data.

Advanced Device Management. Understand in depth how Device Types (Identity/Device Profile Types) generate configurations and are customized through tags. Build custom device types and tune the settings of existing device types. Use custom tags to override special settings and features.

Essential Network Server Call Routing. View call routing policies in the Network Server. Modify profiles and policies to change call flows for services and call types, creating routing & translation rules. Configure PSTN Gateways and Session Border Controller interfaces in the Network Server.

Top Issues in BroadWorks Network Management. Learn the top challenges for BroadWorks service providers and plan your response to run a reliable network.

“BroadSoft” and “BroadWorks” are trademarks of Cisco.


ECGT2010 Voice & Video: Call Control & Troubleshooting, or equivalent experience.

Basic knowledge of IP Networking (similar to Cisco or Juniper "Associate" level).

Basic Unix/Linux experience reading, editing, managing files.

Course Resources

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Key Skills

  • BroadSoft BroadWorks Releases R17sp4, R19, R20sp1, R21sp1, R22
  • Application Server
  • Network Server
  • eXtended Services Platform (XSP)
  • Media Server
  • Profile Server
  • Database Server
  • Push Notification Server
  • bwcli
  • AS_CLI
  • NS_CLI
  • WS_CLI
  • MS_CLI
  • XSLogs
  • PSLogs
  • AuditLogs
  • ms.syslog
  • OCSLog
  • tshark
  • tcpdump
  • SIP
  • SDP
  • RFC3261
  • BroadSoft