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10 Cards in this Set

  • Front
  • Back


1. Identify the problem

2. Establish a theory of probable cause

3. Test the theory to determine the cause

4. Establish a plan of action to resolve the problem and identify potential effects

5. Implement the solution or escalate as necessary

6. Verify all system functionality and if applicable, implement preventative measures

7. Document findings, actions, and outcomes


Sends voice over IP network


Session initiation protocol

Application layer Protocol used to create, manage, and terminate VoIP sessions


Real-time Transport Protocol

Used to send VoIP packets


Quality of Service

Prioritizing traffic based on bandwidth

Traffic shaping

Used by admins to control network traffic in order to reach desired level of performance on network. Can slow other traffic down for more critical data to move through

Caching engines

Downloads content from internet and stores it in memory for other clients that request the same content


Common Address Redundancy Protocol

Multiple systems configured to a group which makes a virtual address. One of the systems in the group answers requests sent to the virtual address of the group with other systems acting as backup systems

Common cable problems and solutions

Troubleshooting tools

Certifier - type of cable tester that will report the same info as normal cable tester would but also reports info such as speed and duplex settings

Butt set - cable tester for phone lines


Punch down tool

TDR - time domain reflectometer, sends signals down cable where it is reflected at some point, the distance is given of where it is deflected back and if it is shorter than cable length there is an issue with the cable

OTDR - TDR for fiber

Oscilloscope - tests cables and outputs info in graphical format

Multimeter - used to determine voltage and can measure resistance