Implementing Cisco Unified CallManager Part 2 (CIPT2) v5.0 Volume 2

CIPT2

Implementing Cisco Unified CallManager Part 2 Volume 2 Version 5.0

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Table of Contents Volume 2 Monitor and Manage IP Telephony Overview Objectives

Introducing Cisco Unified CallManager Serviceability Overview Objectives Cisco Unified CallManager Serviceability Overview Accessing Cisco Unified CallManager Serviceability Cisco Unified CallManager Serviceability—Expanded Menus Reference Using HTTPS HTTPS Certificate Operations Verify Authenticity of the Received Cisco Unified CallManager Certificate Install the Certificate Service Activation Service Activation Control Center Control Center: Controlling Feature Services Summary

Monitoring Performance Overview Objectives Cisco Unified CallManager RTMT Overview Cisco Unified CallManager RTMT Server-Side Requirements Cisco Alert Manager and Collector Cisco AMC Service Parameters Using Cisco Unified CallManager RTMT for the First Time Launching Cisco Unified CallManager RTMT Configuring E-Mail Notification Cisco Unified CallManager RTMT Configuration Profiles Creating New Cisco Unified CallManager RTMT Profiles Selecting a Configuration Profile Cisco Unified CallManager RTMT Performance Monitoring Cisco Unified CallManager RTMT Predefined Report Categories Cisco Unified CallManager RTMT Reports Example: Device—Phone Summary Customized Cisco Unified CallManager RTMT Performance Reports Cisco Unified CallManager RTMT Search Function: Device Search Example Cisco Unified CallManager RTMT Alerts Cisco Unified CallManager RTMT Alert Central Alert Properties Configuration Alert Central: Alert Example Cisco Unified CallManager RTMT Active Alerts Understanding Log Partition Monitoring How Log Partition Monitoring Works Setting Cisco LPM Thresholds Setting Cisco LPM Alert Properties Cisco Serviceability Reporter Cisco Serviceability Reporter Configuration Performance Protection Report Performance Protection Report—Call Activity Performance Protection Report—Registered Devices Performance Protection Report—System Resource Utilization Performance Protection Report—Device and Dial Plan Quantities Performance Protection Report CSV Logs Summary


3-1 3-1 3-1

3-3 3-3 3-3 3-4 3-5 3-6 3-7 3-8 3-9 3-12 3-13 3-14 3-20 3-21 3-22

3-23 3-23 3-23 3-24 3-25 3-26 3-27 3-28 3-29 3-30 3-31 3-32 3-33 3-34 3-35 3-36 3-37 3-38 3-39 3-41 3-42 3-45 3-46 3-47 3-48 3-49 3-51 3-52 3-53 3-54 3-55 3-56 3-57 3-58 3-59 3-60

Configuring Alarms and Traces Overview Objectives Alarm Overview Aim of Cisco Unified CallManager Serviceability Alarms Alarm Event Levels Alarm Configuration Alarm Definitions Window Alarm Information Window Trace Overview Types of Traces SDI Trace SDL Trace Trace Configuration Trace Configuration Troubleshooting Trace Settings Trace Collection Cisco Unified CallManager RTMT—Trace and Log Central Cisco Unified CallManager RTMT—Collect Files Procedure Collect Files—Step 1: Choose Services and Applications Collect Files—Step 2: Choose System Logs Collect Files—Step 3: Choose Options Collect Files—Step 4a: File Collection Status—Trace & Log Central Collect Files—Step 4b: File Collection Status—Job Status Cisco Unified CallManager RTMT—Schedule Collection Procedure Schedule Collection—Step 3: Choose Options Viewing and Analyzing Traces Cisco Unified CallManager RTMT—Remote Browse Procedure Remote Browse—Step 1: Choose Source Remote Browse—Step 4: Query Status Remote Browse—Step 5: Choose File to View Remote Browse—Step 6: Open File in Viewer Cisco Unified CallManager RTMT—Local Browse Summary

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Implementing Cisco Unified CallManager Part 2 (CIPT2) v5.0


3-61 3-61 3-61 3-62 3-63 3-64 3-65 3-66 3-67 3-68 3-69 3-69 3-69 3-71 3-72 3-73 3-74 3-75 3-76 3-77 3-78 3-79 3-80 3-81 3-82 3-83 3-84 3-85 3-86 3-87 3-88 3-89 3-90 3-91

© 2006 Cisco Systems, Inc.

Managing Call Accounting

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Overview 3-93 Objectives 3-93 Call Accounting Overview 3-94 Call Analysis Components and Features 3-95 Cisco Unified CallManager CDR Services 3-96 Cisco Unified CallManager CAR Features 3-97 CDR Configuration 3-98 Service Parameter: Enable CDR 3-99 Activate Service: Cisco SOAP 3-100 CDR Management Configuration Overview 3-101 CDR Management—General Parameters 3-102 CDR Management—Billing Application Server Parameters 3-103 Cisco Unified CallManager CAR Initial Configuration 3-104 Cisco Unified CallManager CAR Service Activation 3-106 Cisco Unified CallManager CAR Login 3-107 Cisco Unified CallManager CAR System Parameters—Mail Parameters 3-108 Cisco Unified CallManager CAR System Parameters—Dial Plan Configuration 3-109 Cisco Unified CallManager CAR System Parameters—Gateway Configuration and System Preferences 3-111 Cisco Unified CallManager CAR Report Config—Rating Engine 3-112 Cisco Unified CallManager CAR Report Config—Define QoS 3-113 Cisco Unified CallManager CAR Database Management 3-114 CDR Load Configuration 3-115 Manual Database Purge 3-116 Reload All Call Detail Records 3-117 Automatic Database Purge 3-118 Cisco Unified CallManager CAR Automatic Reports 3-119 Automatic Report Generation Option Configuration 3-120 Scheduler Configuration for Automatic Reports 3-121 Cisco Unified CallManager CAR User Levels and Report Types 3-122 Cisco Unified CallManager CAR Report Types 3-123 Report and User Type Matrix 3-124 Cisco Unified CallManager CAR User Report Generation 3-125 User Report Example: View Report 3-126 User Report Example: Send Report 3-127 Summary 3-128




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Using Additional Management and Monitoring Tools

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Overview 3-129 Objectives 3-129 SNMP Management 3-130 Cisco Unified Operations Manager Overview 3-131 SNMP Refresher 3-132 Cisco Unified CallManager Release 5.0 Supported MIBs 3-134 Cisco Unified CallManager Agent Activation 3-135 Other Agents Activation or Verification 3-136 SNMP Configuration 3-137 SNMP Submenus 3-138 Adding Notification Destinations for SNMPv1 and SNMPv2c 3-139 Adding SNMPv3 Users 3-140 Dependency Records 3-141 Enabling Dependency Records 3-142 Accessing Dependency Records 3-143 Dependency Records Summary 3-144 Cisco Unified CallManager Dialed Number Analyzer 3-145 Cisco Unified CallManager Dialed Number Analyzer Overview 3-146 Accessing Cisco Unified CallManager Dialed Number Analyzer 3-147 Cisco Unified CallManager Dialed Number Analyzer—Analyzer Input 3-148 Cisco Unified CallManager Dialed Number Analyzer—Example for a Routed Call: Summary View 3-149 Cisco Unified CallManager Dialed Number Analyzer—Example for a Routed Call: Detailed View 3-150 Cisco Unified CallManager Dialed Number Analyzer—Example for a Blocked Call: Summary View 3-151 Cisco Unified CallManager Dialed Number Analyzer—Example for a Blocked Call: Detailed View 3-152 Quality Report Tool 3-153 User Interface Modes 3-154 Extended Menu Choices: Interview Mode 3-155 Extended Menu Choices: Silent Mode 3-156 QRT Configuration Steps 3-157 Viewing QRT Reports 3-158 Summary 3-160 References 3-160 Module Summary 3-161 Module Self-Check 3-162 Module Self-Check Answer Key 3-167

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Module 3

Monitor and Manage IP Telephony Overview To manage, maintain, and troubleshoot a Cisco Unified CallManager system, administrators often need to analyze an enormous amount of data, various system behaviors, system performance, and so on. To gather, handle, and analyze all these kinds of information, administrators need efficient supporting tools. This module describes several tools that are integrated into Cisco Unified CallManager that help administrators to monitor, manage, and analyze Cisco Unified CallManager deployments.

Objectives Upon completing this lesson, you will be able to classify and use system maintenance tools that can be used in the Cisco Unified CallManager environment. This ability includes being able to meet these objectives:

Classify Cisco Unified CallManager Serviceability tools to maintain your Cisco Unified CallManager system

Use Cisco Unified CallManager RTMT to monitor devices, call activities, servers, and services

Configure and use Cisco Unified CallManager Serviceability alarms and traces on Cisco Unified CallManager systems for troubleshooting and maintenance

Configure Cisco Unified CallManager CAR to generate CDRs and reports

Use additional management and monitoring tools


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Lesson 1

Introducing Cisco Unified CallManager Serviceability Overview Telephony is one of the most critical services for modern businesses. It is necessary to troubleshoot Cisco Unified CallManager installations as fast as possible to reduce the risk of system outages. Administrators need tools to easily gather information about system behavior and reestablish broken services. This lesson introduces tools that allow administrators to manage Cisco Unified CallManager. It gives an overview about Cisco Unified CallManager Serviceability functions and explains how to manage Cisco Unified CallManager services.

Objectives Upon completing this lesson, you will be able to classify and use system maintenance tools that can be used in the Cisco Unified CallManager environment. This ability includes being able to meet these objectives:

Identify the purpose of the major services that Cisco Unified CallManager Serviceability provides

Explain how HTTPS provides secure remote communications to Cisco Unified CallManager and saves the certificate to a trusted folder

Explain how to use the Service Activation window tools to enable and disable services

Explain how to use the Control Center to start and stop services


Cisco Unified CallManager Serviceability Overview This topic describes how to access Cisco Unified CallManager Serviceability and what functions it provides for maintaining Cisco Unified CallManager clusters.

Cisco Unified CallManager Serviceability Functions • Alarm configuration • Trace configuration • Service activation • Service control • CDR configuration • SNMP configuration

© 2006 Cisco Systems, Inc. All rights reserved.

Course acronym CIPT2 v5.0—1-2 vx.x—#-2

Cisco Unified CallManager Serviceability functions include these:

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Alarm configuration: Allows the configuration of alarm levels and destinations

Trace configuration: Used to configure trace options for troubleshooting

Service management tools: Example of such tools include service activation and service control

Call Detail Record (CDR) configuration: Allows controlling CDR disk space utilization and sending CDR files to billing servers

Simple Network Management Protocol (SNMP) configuration: Allows a network management system (NMS) to monitor Cisco Unified CallManager




Accessing Cisco Unified CallManager Serviceability There are two ways to access Cisco Unified CallManager Serviceability.

Accessing Cisco Unified CallManager Serviceability https://server-name/ccmservice Username is CCMAdministrator. Password is the same as entered during installation. Or access from other administration pages using Navigation:



The first way is to use Netscape 7.1 (or later) or Microsoft Internet Explorer 6.0 (or later) and enter https:///ccmservice/. The second way is to move to Cisco Unified CallManager Serviceability from Cisco Unified CallManager Administration by choosing Cisco CallManager Serviceability from the Navigation drop-down menu on the upper right.


Monitor and Manage IP Telephony


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Cisco Unified CallManager Serviceability—Expanded Menus Reference The Cisco Unified CallManager Serviceability page has several menus, each with items as shown in the figure.

Cisco Unified CallManager Serviceability—Expanded Menus Reference



The most important menu items are discussed in detail in separate topics of this course.

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Using HTTPS HTTPS secures communication between the browser on the client PC and web services such as Cisco Unified CallManager Administration web pages.

HTTPS Overview Secures communication between browser and web server: • Provides web server authentication • Provides integrity of data by using packet signatures • Provides privacy of data by packet encryption • Active on all Cisco Unified CallManager GUI pages



HTTPS allows authentication of the web server and protects communication between the client and the web server. All packets are signed to provide integrity, so the receiver has a guarantee that the packets are authentic and have not been modified during transit. In addition, all packets are encrypted to provide privacy, so that sensitive information can be sent over untrusted networks. All Cisco Unified CallManager GUI pages use HTTPS only.




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HTTPS Certificate Operations HTTPS uses certificates for web server authentication.

HTTPS Certificate Operations • HTTPS uses certificates for web server authentication. • Certificates provide information about a device and are signed by an issuer (CA). • Cisco Unified CallManager uses a self-signed certificate by default. • Cisco Unified CallManager can optionally use a certificate issued by a company CA or an external CA, such as VeriSign.



Certificates provide information about a device and are signed by an issuer, the certification authority (CA). By default, Cisco Unified CallManager uses a self-signed certificate, but it also allows you to use a certificate issued by a company CA or even an external CA such as VeriSign. Cisco Unified CallManager certificates can be viewed and managed from Cisco IP Telephony Platform Administration.

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Verify Authenticity of the Received Cisco Unified CallManager Certificate When a user accesses Cisco Unified CallManager web pages for the first time after installation or upgrade from a browser client, a Security Alert dialog box asks whether the user trusts the presented certificate.

Verify Authenticity of the Received Cisco Unified CallManager Certificate • Yes—Trust the certificate one time • No—No access to the Cisco Unified CallManager Administration pages • View Certificate—Start installing the certificate on the client; Security Alert dialog box not displayed anymore



When the dialog box appears, clicking the Yes, No, or View Certificate button results in these actions:

Yes: Trust the certificate for the current web session only. The Security Alert dialog box is displayed each time you access the application.

No: Cancel the action. No authentication occurs, and the user cannot access the Cisco Unified CallManager Administration pages.

View Certificate: Start certificate installation tasks, so that the certificate is always trusted. After you install the certificate, the Security Alert dialog box no longer appears when you access the Cisco Unified CallManager Administration pages.

To install the certificate so that your browser remembers that this certificate is trusted, choose the View Certificate option.




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Verify Authenticity of the Received Cisco Unified CallManager Certificate (Cont.) • General certificate tab shows: – Issued to and by whom – Duration of validity • In the Details tab, the information can be grouped: – All – Version 1 fields only – Extensions only – Properties only



When you click the View Certificate button, the Security Alert dialog box appears and the Certificate window opens. The General tab shows brief information about the certificate, such as the issuer and the validation. For more detailed information, click the Details tab. The table lists the certificate settings displayed when various options are chosen in the Show drop-down list. Certificate Settings All

■ ■

■

Version Serial number Signature algorithm

■ ■

■

■

Serial number

■

Signature algorithm

Issuer

■

Issuer

■

Valid from

■

Valid from

■

Valid to

■

Valid to

■

Subject

■

Subject

■

Public key

■

Public key

■ ■

■

■

Extensions Only

Version

■

■

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Version 1 Fields Only

■

Subject key installer Key usage

Critical Extensions Only ■

Critical extensions, if any

Properties Only

■

■

Thumbprint algorithm Thumbprint

Enhanced key usage

Subject key installer Key usage Enhanced key usage Thumbprint algorithm Thumbprint




Note

If the communication path between the browser and the server is not trustworthy (for instance, when using a public network), you should double-check the thumbprint of the received certificate against the thumbprint of the certificate stored at your Cisco Unified CallManager server. Only then can you be sure that you are communicating with the authentic server and not with a rogue device that is spoofing the server. The certificate that is stored at your Cisco Unified CallManager server can be viewed from the command-line interface (CLI) or from Cisco IP Telephony Platform Administration. However, from the browser where you view the certificate, you cannot use web pages (because you will see the same security alert) and you should not use Secure Shell (SSH) Protocol for CLI access because SSH security is also based on the server certificate. (You will see a popup window at your SSH client that displays the thumbprint and asks if it is trusted). Therefore, the thumbprint of the Cisco Unified CallManager certificate must be checked using direct console access by somebody who has physical access to the server. As a best practice, you should note the thumbprint of Cisco Unified CallManager certificates after installation and then communicate them to all web page users so that they have them available when they receive the security alert.




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Install the Certificate When you have verified that the received certificate can be trusted, you should install it in your browser certificate store so that you will not see the security alert popup window again.

Install the Certificate • Verify the certificate information. • Click Install Certificate. • A Certificate Import window guides you. • Choose a certificate store.



The certificate can be trusted when the communication path between browser and server is trusted or when you have verified the content of the certificate. To install the trusted certificate, click Install Certificate on the General tab of the viewed certificate; the Certificate Import Wizard opens. The wizard guides you through the installation of this certificate and asks you where to store the certificate. Choose the preselected option Automatically Select the Certificate Store and click Next. The wizard displays an overview with the selected certificate store and the content. Click Finish; the wizard closes and a message shows that the import was successful. Click OK in the certificate window to close it. Click Yes in the Security Alert dialog box, and the Cisco Unified CallManager Administration page opens. To test the certificate installation, close the browser and access the Cisco Unified CallManager web pages again. If no Security Alert dialog box opens, the installation was successful. Note

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If you are browsing to Cisco Unified CallManager Administration using the IP address and not the host name, the Security Alert dialog box appears again, because the installed certificate is based on the host name and not on the IP address. In this case, the security alert will indicate that the subject of the certificate does not match the URL.




Service Activation This topic describes how to activate and deactivate services on Cisco Unified CallManager.

Service Activation Procedure To enable Cisco Unified CallManager Release 5.0 services, perform the following tasks: • Access Cisco Unified CallManager Serviceability. • Choose Tools > Service Activation. • Choose your server. • Enable the necessary services.



Enabling services on Cisco Unified CallManager Release 5.0 requires these steps: Step 1

Access Cisco Unified CallManager Serviceability.

Step 2

Choose Tools > Service Activation.

Step 3

Choose your server.

Step 4

Enable the necessary services.




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Service Activation The Service Activation tool is a feature of Cisco Unified CallManager Serviceability.

Service Activation

Go to Service Activation.



Choose Tools > Service Activation from Cisco Unified CallManager Serviceability to view the Cisco Unified CallManager Service Activation page. Note

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Cisco Unified CallManager allows you to activate and deactivate only feature services; while network services can be started, stopped, or restarted only by using the Control Center tool.




Service Activation (Cont.)

Choose the appropriate server.



At the next window, choose the server on which the services should be activated or deactivated.




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Service Activation (Cont.)

Refresh Page

Save and Perform Settings

Reset to Default for Single Server Operation

Select the services that should be activated.

Configured Status

Deselect the services that should be deactivated.



When the specified server is chosen from the drop-down menu, the Server Activation page for that server within the Cisco Unified CallManager cluster is displayed. You may activate or deactivate as many services as you want at the same time. Some services depend on other services. You will get a message telling you which services the service that you are activating depends on, and you will then have to confirm that these services should also be activated. The table lists the available services and activation recommendations. Available Services and Activation Recommendations Service or Servlet Name

Activation Recommendation

CM Services Cisco CallManager: A service that provides call processing, signaling, and call control functionality.

Choose Control Center > Network Services and ensure that the Cisco Real-Time Information Server (RIS) data collector service and Database Layer Monitor service are running on the server. Tip: Before you activate this service, verify that the Cisco Unified CallManager is displayed in the Cisco Unified CallManager Find/List window in Cisco Unified CallManager Administration. If the server is not displayed, add the Cisco Unified CallManager before you activate this service. For information on how to add the Cisco Unified CallManager, refer to the Cisco Unified CallManager Administration Guide.

Cisco Tftp: Builds and serves files consistent with TFTP, a simplified version of FTP. Cisco TFTP serves embedded component executable files, ringer files, and device configuration files.

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If you have more than one server in the cluster, activate this service on one server that is dedicated specifically to the Cisco TFTP service. Configure Option 150 if you activate this service on more than one server in the cluster.




Service or Servlet Name


CM Services, Cont. Cisco Messaging Interface: Allows you to connect a Simplified Message Desk Interface (SMDI)-compliant external voice-messaging system with Cisco Unified CallManager.

Activate this service on only one server in the cluster. Do not activate this service if you plan to use a Cisco Unity voice-messaging system.

Cisco IP Voice Media Streaming App: Provides voice media streaming functionality for the Cisco Unified CallManager for use with a media termination point (MTP), conferencing, music on hold (MOH), and annunciator. The Cisco IP Voice Media Streaming Application relays messages from the Cisco Unified CallManager to the IP voice media streaming driver, which handles RTP streaming.

If you have more than one server in the cluster, activate on one or two servers per cluster. You may activate it on a server that is dedicated specifically to MOH. This service requires that you activate Cisco TFTP on one server in the cluster. Do not activate this service on the first node or on any servers that run the Cisco CallManager service.

Cisco CTIManager: Contains the computer telephony interface (CTI) components that interface with applications. With Cisco CTIManager, applications can access the resources and functionality of all Cisco Unified CallManager devices in the cluster and have improved failover capability.

Activate on each server to which Java Telephony Application Programming Interface (JTAPI) or Telephony Application Programming Interface (TAPI) applications will connect. Cisco CTIManager activation requires that Cisco Unified CallManager services also to be activated on the server. See the Cisco Unified CallManager service in the Cisco Unified CallManager Serviceability Administration Guide for more information on Cisco CTIManager and Cisco Unified CallManager services interaction.

Cisco Unified CallManager Attendant Console Server: Provides centralized services for Cisco WebAttendant and Attendant Console clients and pilot points. For Cisco WebAttendant and Attendant Console clients, this service provides call-control functionality, line state information for any accessible line within the Cisco Unified CallManager domain, and caching of directory information. For pilot points, this service provides automatic redirection to directory numbers that are listed in hunt groups and fail over during a Cisco Unified CallManager failure.

Activate this service on every server in the cluster that runs the Cisco CallManager service.

Cisco Extension Mobility: Enables extension mobility.

Activate this service on each server that the Cisco Unified CallManager Extension Mobility application accesses.

Cisco Unified CallManager Cisco IP Phone Services: Initializes the service URLs for the Cisco IP phone services.

Activate this service on only one server (any server) in the cluster.

Cisco Dialed Number Analyzer: Provides the number analysis feature.

This service may consume a lot of resources, so activate this service only on the node with the least amount of callprocessing activity or during off-peak hours.

Cisco Extension Mobility Application: Adds extension mobility features.

The application automatically activates when Cisco Unified CallManager Extension Mobility is activated.

Cisco DHCP Monitor Service: Monitors IP address changes for IP phones in the database tables. When a change is detected, it modifies the /etc./dhcpd.conf file and restarts the DHCPD daemon.

When the Cisco DHCP Monitor service is enabled, it detects changes in the database that affect IP addresses for the IP phones, modifies the /etc/dhcpd.conf file, and stops and restarts the DHCP daemon (DHCPD) with the updated configuration file. Activate this service on the server that has DHCP enabled.




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CTI Services Cisco IP Manager Assistant: Enables managers and their assistants to work together more effectively. Cisco IP Manager Assistant (IPMA) supports two modes of operation: proxy line support and shared line support.

If you are planning to use Cisco IPMA, activate this service on any two servers (primary and backup) in the cluster. Ensure that the Cisco CTIManager service is activated in the cluster. Refer to the Cisco Unified CallManager Features and Services Guide for other recommendations.

Cisco WebDialer Web Service: Provides click-to-dial functionality. It allows users in a Cisco Unified CallManager cluster to initiate a call to other users inside or outside the cluster by using a web page or a desktop application.

Activate this service on one server per cluster.

CDR Services Cisco SOAP-CDROnDemand Service

You can activate the Cisco SOAP-CDROnDemand service only on the first node, and it requires that the Cisco CDR Repository Manager and Cisco CDR Agent services be running on the same server.

Cisco CAR Scheduler: Allows you to schedule Cisco Unified CallManager CDR Analysis and Reporting (CAR)related tasks; for example, you can schedule report generation or CDR file loading into the Cisco Unified CallManager CAR database.

You can activate the Cisco CAR Scheduler service only on the first node, and it requires that the Cisco CDR Repository and Cisco CDR Agent services be running on the same server.

Cisco CAR Web Service: Loads the user interface for Cisco Unified CallManager CAR, a web-based reporting application that generates either comma-separated values (CSV) or PDF reports by using CDR data.

You can activate the Cisco CAR Web Service only on the first node, and it requires that the Cisco CAR Scheduler service be activated and running on the server and that the Cisco CDR Repository Manager also be running on the same server.

Database and Admin Services Cisco AXL Web Service: Allows you to modify Cisco Unified CallManager database entries and execute stored procedures from Cisco AVVID clientbased applications that use AVVID XML Layer (AXL).

Activate this service on the first node only. Failing to activate this service results in the inability to update Cisco Unified CallManager from Cisco Unified Communications client-based applications that use AXL.

Cisco Bulk Provisioning Service: Enables bulk provisioning functionality.

You can activate the Cisco Bulk Provisioning Service (BPS) only on the first node. If you use the Cisco Unified CallManager Bulk Administration Tool (BAT) to administer phones and users, you must activate this service.

Performance and Monitoring Services

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Cisco Serviceability Reporter: Generates daily reports for specific event categories.

Activate this service on only the first node.

Cisco CCM SNMP Service: Provides SNMP access to Cisco Unified CallManager provisioning and statistics information.

If you use SNMP, activate this service on all servers in the cluster.

Note: The service generates reports only on the first node even if you activate the service on other nodes.






Security Services Cisco CTL Provider: Allows you to change the security mode for the cluster from nonsecure to mixed mode.

Activate this service on all servers in the cluster.

Cisco Certificate Authority Proxy Function (CAPF): Activates a number of security features.

Activate this service on the first node only.

Directory Services Cisco DirSync: Migrates the user data from an external user database, excluding passwords, to the Cisco Unified CallManager database.

Activate this service on the first node only.

Backup and Restore Services Cisco DRF Master: Enables the administrator to schedule backups, perform restores, view dependencies, check status of jobs, and cancel jobs.


Activate this service on only one server (any server) in the cluster.



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Control Center This topic describes how to control services on Cisco Unified CallManager.

Controlling Services Overview • Two groups of services – Feature services (all that are visible in Service Activation) – Network services (additional services that cannot be activated or deactivated) • To control services (start, stop, restart, or verify status) use Cisco Unified CallManager Serviceability. – Choose Tools > Control Center–Feature Services to control feature services. – Choose Tools > Control Center–Network Services to control feature services.



There are two types of services in Cisco Unified CallManager:

Feature services: Services are optional and can be selectively activated or deactivated by an administrator using Cisco Unified CallManager Serviceability > Service Activation. Cisco Unified CallManager Serviceability categorizes feature services into the following groups: CM Services, CTI Services, CDR Services, Database and Admin Services, Performance and Monitoring Services, Security Services, Directory Services, and Backup and Restore Services. Examples of feature services are Cisco TFTP, Cisco IPMA, Cisco WebDialer web service, Cisco CTL Provider, and Cisco Certificate Authority Proxy Function (CAPF).

Network services: Services are not optional and cannot be activated or deactivated by an administrator; they are controlled by the system itself. Cisco Unified CallManager Serviceability categorizes network services into the following groups: Platform Services, DB Services, CM Services, Performance and Monitoring Services, Service Activation, SOAP Services, Backup and Restore Services, and CDR Services. Examples of network services are Cisco Tomcat, MIB2 Agent, Cisco CDP Agent, and Cisco SOAP-Real-Time Service APIs.

To control services, use the appropriate menu item in Cisco Unified CallManager Serviceability:

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Control Center—Feature Services: To start, stop, restart, or verify the status of feature services

Control Center—Network Services: To start, stop, restart, or verify the status of network services




Control Center: Controlling Feature Services The figure shows how to access feature services in Cisco Unified CallManager Serviceability.

Control Center—Controlling Feature Services

Stop, Start, Restart Selected Service

Select Service to Start, Stop or Restart

Configured Status Actual Status



To start, stop, or restart a service, click the radio button in front of the service in the Service Name column. Moreover, the Control Center allows you to verify the actual status and configured status of a service. The Control Center in Cisco Unified CallManager Serviceability allows you to view and refresh the status of Cisco Unified CallManager services and to start, stop, and restart them for a particular server in a cluster. Starting, stopping, or restarting a Cisco Unified CallManager service causes all Cisco IP phones and gateways that are currently registered to that Cisco Unified CallManager service to fail over to their secondary Cisco Unified CallManager service. Devices and phones need to restart only if they cannot register with another Cisco Unified CallManager service. Starting, stopping, or restarting a Cisco Unified CallManager service causes other installed applications (such as Cisco Unified CallManager Conference Bridge or Cisco Messaging Interface) that are homed to that Cisco Unified CallManager to start and stop as well. Note


Only services that are activated through the Service Activation window can be started, stopped, or restarted on the Control Center—Feature Services window.



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Summary This topic summarizes the key points that were discussed in this lesson.

Summary • Cisco Unified CallManager Serviceability functions include configuration of alarms, troubleshooting traces, and SNMP settings and management of services. • HTTPS provides security when you are accessing all Cisco Unified CallManager Administration pages. • Services are activated through the Service Activation page within the Cisco Unified CallManager Serviceability. • Services can be verified, started, stopped and restarted through the Control Center within Cisco Unified CallManager Serviceability.


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Lesson 2

Monitoring Performance Overview Growing demands on telephony systems increase hardware usage on the system platform. If those demands rise too much, they could cause system overloads. Telephony systems are among those services that most directly affect businesses, and overloads that lead to system outages could be extremely costly. Therefore, administrators must be able to monitor the performance of the Cisco IP telephony infrastructure. This lesson covers tools that are used to monitor Cisco Unified CallManager systems. Further, this lesson describes Microsoft tools that are available on the Windows system, Cisco Unified CallManager Real-Time Monitoring Tool (RTMT), and how they work together.

Objectives Upon completing this lesson, you will be able to use Cisco Unified CallManager RTMT to monitor devices, call activities, servers, and services. This ability includes being able to meet these objectives:

Explain the major monitoring categories that Cisco Unified CallManager RTMT provides

Install Cisco Unified CallManager RTMT, activate services, and configure e-mail notification

Use the default Cisco Unified CallManager RTMT configuration and create customized configuration profiles

Monitor the performance of Cisco Unified CallManager by choosing the counters for any object by using Cisco Unified CallManager RTMT

Describe and use preconfigured and custom alerts

Describe the log partition and the need to monitor its usage level

Use Serviceability Reporter features to view trend-analysis reports


Cisco Unified CallManager RTMT Overview This topic gives an overview of Cisco Unified CallManager RTMT.

Cisco Unified CallManager Real-Time Monitoring Tool Overview • Java-based stand-alone tool • Uses performance counters to monitor behavior of Cisco Unified CallManager in real time • Allows collection and analysis of trace and log files. • Supports personalized profiles • Can generate e-mail alerts and reports


CIPT2 v5.0—1-2

With Cisco Unified CallManager RTMT, the Cisco Unified CallManager Serviceability tool provides a client-side stand-alone Java plug-in that monitors real-time behavior of the components in a Cisco Unified CallManager cluster. Cisco Unified CallManager RTMT monitors a set of management objects by continuously updating Cisco Unified CallManager counter values. It can generate various alerts in the form of e-mails for values that exceed or fail to reach userconfigured thresholds. Cisco Unified CallManager RTMT can be used to collect and analyze trace and log files.

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Cisco Unified CallManager RTMT Server-Side Requirements Cisco Unified CallManager RTMT relies on the Cisco Alert Manager and Collector (AMC) service.

Cisco Unified CallManager RTMT Server-Side Requirements • Cisco Unified CallManager RTMT relies on the Cisco AMC service to retrieve real-time information that exists on nodes in the cluster. • The Cisco AMC service consists of two components: an Alert Manager and an Alert Collector – The Alert Manager logs alert histories into log files. – The Alert Collector logs preconfigured monitoring object information. • The service is automatically installed and activated on all nodes in the cluster (network service).


CIPT2 v5.0—1-3

The Cisco AMC service is a network service. As such, it is automatically activated on all nodes in the cluster. Cisco AMC is a server-based Performance Monitor (Perfmon) collection service that starts automatically after the installation and allows Cisco Unified CallManager RTMT to monitor and retrieve operating system and Cisco Unified CallManager real-time information on nodes in the cluster.




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Cisco Alert Manager and Collector Cisco Unified CallManager RTMT uses the Cisco AMC service to retrieve real-time information from nodes in the cluster.

Alert Manager and Collector Subsequent Node

First Node

AMC (Primary)

Subsequent Node

AMC (Backup)

Subsequent Node

AMC

AMC

1. 2.

The Cisco AMC service is automatically activated on each node in the cluster. Each AMC server collects specified data.

3. 4.

The primary AMC server aggregates cluster data from each local AMC. The primary AMC server does logging and alerting.

5.

If the primary AMC server fails, the backup AMC server will carry on the task; any AMC in a cluster can be configured as a backup AMC.


CIPT2 v5.0—1-4

The Cisco AMC service consists of two components: an Alert Manager and an Alert Collector. The Alert Collector component is installed automatically with Cisco Unified CallManager and logs preconfigured monitoring object information, while Alert Manager, also automatically installed, logs alert histories into log files. When you configure the Cisco AMC service, you designate a primary and (optionally) a backup AMC server.

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Cisco AMC Service Parameters The Cisco AMC service parameters allow you to configure the primary and failover data collector, polling rate, and other parameters.

AMC Service Parameters Menu path: Cisco Unified CallManager Administration > System > Service Parameters > Select Server > Cisco AMC Service Configure primary and (optionally) backup data collector

Configure a primary collector and optionally a failover collector. © 2006 Cisco Systems, Inc. All rights reserved.

CIPT2 v5.0—1-5

Choose System > Service Parameters in Cisco Unified CallManager Administration. Then, choose the server and the Cisco AMC service.




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Using Cisco Unified CallManager RTMT for the First Time This topic describes the necessary steps before using Cisco Unified CallManager RTMT for the first time.

Cisco Unified CallManager RTMT Client Download

–New screen • Downloads for Windows and Linux clients. • If you have a previously installed Cisco Unified CallManager RTMT client for Cisco Unified CallManager on Windows, install Cisco Unified CallManager RTMT for 5.0 in a different folder. © 2006 Cisco Systems, Inc. All rights reserved.

CIPT2 v5.0—1-6

To install the Cisco Unified CallManager RTMT client, from Cisco Unified CallManager Administration, choose Application > Plugins. Click the Find button. Click the Download link (located on the right) for the Cisco Unified CallManager RTMT client that you want to download (Windows or Linux). After you download the executable to your preferred location, double-click the Cisco Unified CallManager RTMT icon that appears on the desktop or locate the directory where you downloaded the file and run the Cisco Unified CallManager RTMT installation wizard. If you have previously installed Cisco Unified CallManager RTMT for use with a Cisco Unified CallManager server of an earlier release than 5.0, you must install Cisco Unified CallManager RTMT for Cisco Unified CallManager Release 5.0 in a different folder on your local computer.

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Launching Cisco Unified CallManager RTMT To launch Cisco Unified CallManager RTMT, double-click the Cisco Unified CallManager RTMT icon from your desktop.

Launching Cisco Unified CallManager RTMT IP Address of System Where Cisco Unified CallManager RTMT Is Installed Connect Using HTTPS

Same as the One That You Used When Installing Cisco Unified CallManager

Download Certificate


CIPT2 v5.0—1-7

The Real-Time Monitoring Tool Login window appears: Step 1

In the Host IP Address field, enter either the IP address or host name of the system where Cisco Unified CallManager RTMT is installed.

Step 2

In the User Name field, enter the CCMAdministrator application user username (if the field is not prepopulated).

Step 3

In the Password field, enter the CCMAdministrator application user password that you established for the username.

Step 4

Enter the port that the application will use to listen to the server. The default setting is 8443. Normally, you only need to change the default port if it conflicts with another port.

Step 5

To connect to the server that has HTTPS enabled, check the Secure Connection check box.

Add the certificate to the certificate store by clicking Yes, or click View Certificate to view details of the certificate.




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Configuring E-Mail Notification After you add the certificate to the certificate store, Cisco Unified CallManager RTMT launches, and you can configure the mail server properties.

Configuring E-Mail Notification

Configure the mail server for e-mail alerts at first launch or later from within Cisco Unified CallManager RTMT (Tools > Alert).

IP Address or Host Name of Mail Server Recipients That Should Receive E-Mail Notification Message


CIPT2 v5.0—1-8

Specify the IP address of the mail server port used for mail (defaults to TCP port 25 for Simple Mail Transfer Protocol [SMTP]), default recipients, and a default message for the e-mail alert. You can also configure the same mail properties later from Cisco Unified CallManager RTMT (click Tools > Alert > Config Email Server).

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Cisco Unified CallManager RTMT Configuration Profiles This topic describes how to use configuration profiles in Cisco Unified CallManager RTMT.

Real-Time Monitoring Configuration Profiles • Configuration profiles allow you to save monitoring configurations that are used several times. • When starting Cisco Unified CallManager RTMT, you are always asked to select a configuration profile. • By default, only one configuration profile exists (CM-Default).


CIPT2 v5.0—1-9

Cisco Unified CallManager RTMT allows you to save monitoring configurations so that they do not need to be recreated every time you start Cisco Unified CallManager RTMT. When you start Cisco Unified CallManager RTMT, you can select the desired profile. When you initially load Cisco Unified CallManager RTMT, the system includes a default profile that is called “CM-Default.” The first time that you use Cisco Unified CallManager RTMT, it will use the CM-Default profile and display the summary page in the monitor pane. CM-Default monitors all registered phones dynamically in all the Cisco Unified CallManager nodes. If your cluster includes five nodes configured with Cisco Unified CallManager, CM-Default displays all registered phones for each node in a Cisco Unified CallManager cluster, as well as calls in progress and active gateway ports and channels.




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Creating New Cisco Unified CallManager RTMT Profiles To create a new configuration profile, you first have to configure your current view the way in which you want it to be stored as a configuration profile.

Creating New Cisco Unified CallManager RTMT Profiles • Customize your Cisco Unified CallManager RTMT view as desired. • Save the current view as an Cisco Unified CallManager RTMT configuration profile (System > Profile > Save). • The configuration profile is then saved for later use.


CIPT2 v5.0—1-10

To save the current view as a configuration profile, choose System > Profile > Save. You will be prompted to enter a name and a description for your profile. Note

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Details about available views and instructions on how to customize views by adding individual counters in Cisco Unified CallManager RTMT are provided in the following topics.




Selecting a Configuration Profile Whenever you start Cisco Unified CallManager RTMT, you are prompted to select a configuration profile.

Selecting a Configuration Profile • You are asked to select a profile when Cisco Unified CallManager RTMT is started. • You can select a configuration profile at any time using the GUI. • To switch to a configuration profile, choose System > Profile, select the profile, and click Restore.


CIPT2 v5.0—1-11

You can also switch to a saved configuration profile at any time while using Cisco Unified CallManager RTMT, using a menu item. To do so, choose System > Profile and you will get the same window that you see when starting Cisco Unified CallManager RTMT, where you can select the configuration profile you want to use.




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Cisco Unified CallManager RTMT Performance Monitoring This topic describes how to use Cisco Unified CallManager RTMT for performance monitoring.

Cisco Unified CallManager RTMT Performance Monitoring • Cisco Unified CallManager RTMT provides real-time access to several counters. • Predefined report categories are available. • Reports (views) can be customized. • Search function is supported for devices and CTI.


CIPT2 v5.0—1-12

Cisco Unified CallManager RTMT provides real-time access to several counters that allow you monitor the performance of the system. Several predefined report categories are available, but you can also create customized reports where you can add counters as desired. Cisco Unified CallManager RTMT includes search functions for devices and computer telephony integration (CTI) users, simplifying the creation of reports for a specific device.

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Cisco Unified CallManager RTMT Predefined Report Categories The figure shows all predefined report categories that are available in Cisco Unified CallManager RTMT.

Cisco Unified CallManager RTMT Predefined Report Categories These predefined report categories exist in Cisco Unified CallManager RTMT:


CIPT2 v5.0—1-13

As shown in the figure, predefined report categories are organized into six categories:

Summary: Consists of one report that provides a quick report about the system. The counters displayed in this report are virtual memory and CPU usage, registered phones, calls in progress, and active gateways, ports, and channels. This view is accessible in the menu by clicking Monitor > View.

Server: Includes separated reports for hardware performance counters (CPU, RAM, disk usage) and information about processes and services.

Call Process: Includes several reports about call processing activities, such as general call activity and gateway and trunk or session initiation protocol (SIP) activities.

Service: Includes reports about TFTP and database services.

Device: Includes a device report and a phone summary report.

CTI: Consists of a single report about CTI manager activities.




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Cisco Unified CallManager RTMT Reports Example: Device— Phone Summary The figure illustrates the steps that are required to select the Cisco Unified CallManager RTMT phone summary report.

Cisco Unified CallManager RTMT Reports Example: Device—Phone Summary

2 Click Device. 3 Click Phone Summary.

1 Click View. View of Current Counter Values

Historical View of Phone Counters


CIPT2 v5.0—1-14

These steps are as follows: Step 1

At the Cisco Unified CallManager RTMT window, click View at the bottom left corner of the screen.

Step 2

Click Device in the list of report categories (located on the left).

Step 3

Click Phone Summary in the list of device reports.

You will see the counters (Registered Phones, Registered SIP Phones, Registered SCCP Phones, Partially Registered, and Failed Registration Attempts) in a historical view updated every 30 seconds in the upper area of the report and the current value per counter in a separate area below.

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Customized Cisco Unified CallManager RTMT Performance Reports The figure illustrates the steps that are required to generate a customized report in Cisco Unified CallManager RTMT.

Customized Cisco Unified CallManager RTMT Performance Reports 3

View of Selected Counters

Browse counters. Closed Group Opened Group

2

Select Performance.

1 Click View tab.

4

Double-click counter to add it to view.


CIPT2 v5.0—1-15

These are the steps: Step 1


Step 2

Click Performance in the list of report categories (located on the left).

Step 3

Click Performance in the list of performance reports (the only one available). An additional area with a list of all available performance counters will be displayed (organized in groups). Navigate in this view to locate the counters that you want to include in your customized report.

Step 4

To add a counter to the view, double-click the counter.

Note


You can save the generated custom view as a configuration profile by choosing System > Profile > Save.



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Cisco Unified CallManager RTMT Search Function: Device Search Example If you want to generate a report about a specific device, you can use the device search function of Cisco Unified CallManager RTMT.

Cisco Unified CallManager RTMT Search Function: Device Search Example Enter selection critera. critera

3 1 4 2 6 View gets populated.

5


CIPT2 v5.0—1-16

To create a view for a specific device or devices, follow these steps: Step 1


Step 2

Click Device in the list of report categories (located on the left).

Step 3

Click Device Search in the list of device reports. An additional area with a list of device categories, such as phone or gateway, will appear. Double-click the desired device category. The example in the figure shows a search for phones.

Step 4

The Select Phone to Monitor window will pop up, where you can choose the device model of the phones to monitor. Click Next after you have made your selection.

Step 5

Then you will be prompted for the device status of the phones that you want to monitor.

Step 6

Click Finish after you have selected the status, and the view is populated with the results of your search.

Note

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Search options vary depending on the selected device category.




Cisco Unified CallManager RTMT Alerts This topic describes how to use Cisco Unified CallManager RTMT alerts.

Cisco Unified CallManager RTMT Alert Central Overview • Cisco Unified CallManager RTMT can watch for more than 30 events (“alerts”): – Simple events such as services down – Counters outside safe range • Alert actions: – Alerts are always displayed in Cisco Unified CallManager RTMT application window. – Alerts can generate e-mail messages. – For some alerts, traces can be downloaded to an SFTP server.


CIPT2 v5.0—1-17

Cisco Unified CallManager RTMT not only displays performance reports based on counters but can also watch for critical events. These can be simple events such as services being down or events that are caused by a counter that is outside a safe range (for instance, too-high CPU or disk usage). Cisco Unified CallManager RTMT can be configured to generate alerts in such cases. Alerts are displayed in the Cisco Unified CallManager RTMT window and can generate e-mail messages. Some alerts can generate traces and download them to a Secure FTP (SFTP) server.




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Cisco Unified CallManager RTMT Alert Central Overview (Cont.) Configurable alert properties: • Enabled or disabled • Severity • Servers to be watched • Threshold (where applicable) • Minimum duration of alert condition • Frequency of alert action: per poll or throttled to certain rate (alerts per time period) • Schedule (time of day to watch for alert) • Alert action: e-mail recipients, trace download to SFTP server (for some alerts only)


CIPT2 v5.0—1-18

Cisco Unified CallManager RTMT offers more than 30 alerts, which are configurable with the options shown in the figure. Note

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Some alerts do not allow the configuration of a threshold (applies to simple alerts that have only on and off states). Further, the alert action trace download is available only to a few alerts.




Cisco Unified CallManager RTMT Alert Central Alerts are configured and monitored using the Cisco Unified CallManager RTMT Alert Central.

Cisco Unified CallManager RTMT Alert Central 2

Click Alert category.

See Alert Status

3 Click Alert Central subcategory.

1

Click Tools tab.

See Alert History


CIPT2 v5.0—1-19

To access the Cisco Unified CallManager RTMT Alert Central, complete the following steps: Step 1

At the Cisco Unified CallManager RTMT window, click Tools at the bottom left corner of the screen.

Step 2

Click Alert from the list of tools (located on the left).

Step 3

Click Alert Central from the list of alert tools (it is the only choice). You will see the list of possible alerts and their status.




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Alert Properties Configuration To configure alert properties, follow the steps as shown in the figure.

Alert Properties Configuration 3

1

Enable or disable alert.

Right-click the alert.

2

Choose Set Alert Properties.

4

Set the severity.

5

6

Enable or disable alerts per server.

Click Next.


CIPT2 v5.0—1-20

These steps are as follows:

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Step 1

Right-click the alert that you want to configure. In this example, the CriticalServiceDown alert was chosen.

Step 2

From the displayed menu, choose Set Alert Properties.

Step 3

In the Alert Properties window, check or uncheck the Enable Alert check box, as desired.

Step 4

Set the alert severity.

Step 5

In the list of servers, check or uncheck the Enable check box, as desired, for each server of the list.

Step 6

Click Next to get to the next window.




Alert Properties Configuration (Cont.)

Set the threshold

7 (not applicable to

10 Set frequency.

this alert).

8 Set duration.

11 9

Set schedule

12

Click Next.


Click Next.

CIPT2 v5.0—1-21

Step 7

In the Alert Properties: Threshold & Duration window, configure the alert threshold or thresholds.

Step 8

Set the minimum duration for the alert condition to activate the alert.

Note

This setting allows ignoring short-time alert conditions.

Step 9


Step 10

In the Alert Properties: Frequency & Schedule window, set the alert frequency.

Note

Step 11 Note

Step 12


This setting allows throttling of the alert action. You can limit the number of alert actions per a number of minutes to reduce too high a number of alert actions in case of a long-term alert condition.

Set the schedule. The schedule allows you to specify the daily time when Cisco Unified CallManager RTMT Alert Central should watch for the alert. If the alert condition is met outside the configured schedule, no alert action takes place.




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Alert Properties Configuration (Cont.) 13 Enable e-mail.

14

Set alert action (e-mail recipient list). 4) Set frequency.

16 Click Next 15 Enter user-defined text for e-mail.

17

Allows Editing of Alert Actions (Configuration of E-Mail Recipient Lists)

Enable trace downloads and set limit (applicable only to few alerts).

18

Set SFTP server details.


Step 13

In the Alert Properties: Email Notification window, enable or disable e-mail notification by checking or unchecking the appropriate check box.

Step 14

Select the alert action from the Trigger Alert Action menu.

Note

The only alert action that can be selected here is the name of an e-mail recipient group. These groups can be configured by clicking the Configure button next to the Trigger Alert Action menu.

Step 15

Enter the user-defined text for e-mail text in the corresponding window.

Step 16


Step 17

In the Alert Properties: Trace Download window, enable or disable downloading of traces to an SFTP server and limit the number of downloads per a number of minutes.

Step 18

When you check the Enable Trace Download check box, a window pops up, where you have to set the SFTP server options. Enter the server options, then click Test Connection. If the test is successful, the window disappears and you are returned to the Alert Properties: Trace Download window. Click Activate to finish the alert properties configuration.

Note

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CIPT2 v5.0—1-22

The SFTP server options that you need to configure are host IP address, username, password, port, and download directory path.




Alert Central: Alert Example The figure shows the Alert Central window with two alerts that are not in the safe range.

Alert Central: Alert Example

Active alerts are shown in red. Last alerts are shown in alert history.

Icon indicates that there are alerts.


CIPT2 v5.0—1-23

Active alerts are shown in red in the alert list. In addition, you can see the alert history below, showing the latest alerts. An icon in the bottom right corner of the screen also indicates that there are active alerts.




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Cisco Unified CallManager RTMT Active Alerts The red alert icon is always shown in the bottom right corner of the screen, regardless of the page that is currently being viewed.

Cisco Unified CallManager RTMT Active Alerts • Red alert icon is also shown if pages other than the Alert Central page are viewed. • Double-clicking the red icon produces a popup window


CIPT2 v5.0—1-24

When you double-click the alert icon, a window pops up, telling you which alert is active and when it was triggered. You can view details about the alert by clicking OK, or you can close the window by clicking Cancel.

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Understanding Log Partition Monitoring This topic describes how to monitor the disk usage of the log partition on a single server or all servers in the cluster.

Log Partition Monitoring • Is a background process that monitors the disk utilization of the /common (Log) partition • Purges files in the log partition to free disk space if the partition is running out of space • Uses a high-water mark and low-water mark to set limits: – High-water mark indicates the maximum allowable limit after which files are deleted – Low-water mark indicates warning condition—user should consider offloading files and deleting them from the server • Runs without any user intervention: – Relies on the Cisco Log Partition Monitoring Tool service, which is installed and automatically started when you install Cisco Unified CallManager © 2006 Cisco Systems, Inc. All rights reserved.

CIPT2 v5.0—1-25

The Cisco Log Partition Monitoring (LPM) Tool is installed automatically with Cisco Unified CallManager. It uses configurable thresholds to monitor the disk usage of the log partition on a single server or all servers in the cluster. When the threshold exceeds a certain level, log files are purged. Log partition monitoring relies on the Cisco LPM Tool service, which is a network service that you can start and stop in the Control Center—Network Services window. When you install Cisco Unified CallManager, this service starts automatically. Stopping the service causes a loss of feature functionality.




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How Log Partition Monitoring Works When Cisco LPM starts at system startup, the system checks the current disk space utilization.

How Log Partition Monitoring Works 2 Utilization > LWM Æ Generate alarm and alert.

1 Utilization < LWM

3 Utilization > HWM Æ Generate alarm and alert and purge files.

90%

HWM

90%

HWM

90%

80%

LWM

80%

LWM

80%

HWM 91% LWM

81%

70%

4 Keep purging files until utilization < LWM.

5 Continue utilization check every 5 minutes.

90%

HWM

90%

HWM

80%

LWM

80%

LWM

79%

79%


CIPT2 v5.0—1-26

If the percentage of disk usage is above the low-water mark (LWM in the figure), but less than the high-water mark (HWM), the system sends an alarm message to syslog and generates a corresponding alert in Cisco Unified CallManager RTMT Alert Central. To offload the log files and regain disk space on the server, you should collect the traces that you are interested in saving by using Cisco Unified CallManager RTMT. If the percentage of disk usage is above the high-water mark that you configured, the system sends an alarm message to syslog, generates a corresponding alert in Cisco Unified CallManager RTMT Alert Central, and automatically purges log files until the value reaches the low-water mark. You can configure these information parameters in Alert Central in Cisco Unified CallManager RTMT:

LogPartitionLowWaterMarkExceeded: The disk space utilization level at which log partition monitoring stops purging log files; the level ranges from 10 to 90 percent, the default is 80 percent, and the value must be lower than the high-water mark.

LogPartitionHighWaterMarkExceeded: The disk space utilization level at which log partition monitoring starts purging log files; the level ranges from 15 to 95 percent, and the default is 90 percent.

Log partition monitoring automatically identifies the active partition. If there are log files in the log partition directory in the inactive partition, the system deletes those files first. If necessary, the system deletes log files in the active partition log partition directory, starting with the oldest log file for every application, until the disk space percentage drops below the configured lowwater mark. The system does not send an e-mail when log partition monitoring purges the log files.

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After the system determines the disk usage and performs the necessary tasks (sending alarms, generating alerts, or purging logs), log partition monitoring occurs at regular 5-minute intervals.

Setting Cisco LPM Thresholds Log partitioning monitoring is enabled by default with the low-water mark and high-water mark thresholds defaulting to 80 and 90 percent, respectively.

Setting LPM Thresholds • Alert Central has two alerts for monitoring the disk usage: – LogPartitionLowWaterMarkExceeded defaults to 80 percent. – LogPartitionHighWaterMarkExceeded defaults to 90 percent. • You can view or change the values for the low- and highwater marks from the Alert Central page and configure other alert properties, such as severity level and e-mail recipient.


CIPT2 v5.0—1-27

If you want to change the default values, you need to set the alert properties for the LogPartitionLowWaterMarkExceeded and LogPartitionHighWaterMarkExceeded alerts in Alert Central. However, under normal circumstances, these settings should be left at the default values.




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Setting LPM Thresholds (Cont.)

Right-click the alert in Alert Central to open the window to choose alert properties. © 2006 Cisco Systems, Inc. All rights reserved.

CIPT2 v5.0—1-28

The two log partition monitoring alerts located in the Alert Status window of Cisco Unified CallManager RTMT are highlighted in the figure: the LogPartitionLowWaterMarkExceeded and LogPartitionHighWaterMarkExceeded. The Alert Status window shows whether the alert is enabled, whether the value is in the safe range, the alert action to take, and when the last alert was raised. From the Alert Status window, you can choose the alert for which you want to set alert properties in one of two ways:

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Right-click the alert and choose Set Alert/Properties (shown in the figure).

Choose Tools > Alert > Set Alert/Properties.




Setting Cisco LPM Alert Properties The figure shows the Alert Properties dialog box for the high water mark exceeded threshold.

Setting LPM Alert Properties

Both the low- and high-water mark alerts are enabled by default and triggered immediately. You need to access the Alert Properties window only if you want to change any of the default parameters or disable the alerts. © 2006 Cisco Systems, Inc. All rights reserved.

CIPT2 v5.0—1-29

Both the LogPartitionLowWaterMarkExceeded and LogPartitionHighWaterMarkExceeded alerts are enabled by default and trigger an immediate alert. You need to access the Alert Properties window only if you want to change the low or high threshold, trigger an alert when the threshold is exceeded for a defined duration, change the severity levels, or to disable the alert. Changing the alert properties is an identical process for both alerts .




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Cisco Serviceability Reporter This topic describes new Cisco Serviceability Reporter features and how to view new trend analysis reports.

Cisco Serviceability Reporter Overview Cisco CiscoAMC AMC

Reporter Reporter

Daily Reports

Logs

• Cisco Serviceability Reporter generates daily reports to track the overall system health based on default monitoring objects. • The Cisco AMC service collects data and generates daily CSV log files. • At around midnight, Cisco Serviceability Reporter gathers the logs and generates daily PDF reports. • To minimize CPU impact, Cisco Serviceability Reporter must run on a designated non-call-processing node (change from 4.x)— configurable by the Cisco Unified CallManager RTMT Reporter Node service parameter • New Performance Protection Report added in 5.0. © 2006 Cisco Systems, Inc. All rights reserved.

CIPT2 v5.0—1-30

Cisco Serviceability Reporter is responsible for generating daily reports to track the overall system health based on default monitoring objects. The Cisco AMC service collects data and generates daily comma-separated values (CSV) log files. At around midnight, Cisco Serviceability Reporter gathers the logs and generates daily PDF reports. Cisco Serviceability Reporter reports are generated daily and cover the past 24 hours. To minimize CPU impact, Cisco Serviceability Reporter must run on a designated non-callprocessing node. Since Cisco Unified CallManager Release 5.0, this node is configurable by a service parameter. The service runs automatically on the node on which it is first activated. This node is configurable by the Cisco Unified CallManager RTMT Reporter Node service parameter. It is recommended that this node be a non-call-processing node. Cisco Unified CallManager Release 5.0 introduced a new report type called the “Performance Protection Report.”

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Cisco Serviceability Reporter Configuration The figure shows the configuration of the service parameter RTMT Reporter Designated Node, which is used to configure the Cisco Serviceability Reporter node.

Cisco Serviceability Reporter Configuration

Select the node on which Cisco Serviceabilty Reporter is activated, which should be a non-call- processing node.

Number of Minutes After Midnight at which Reports Get Generated

Number of Days for Which Reports Will Be Kept


CIPT2 v5.0—1-31

From the drop-down menu, select the node on which you want to activate Cisco Serviceability Reporter. It is recommended this node be a non-call-processing node. The Cisco Unified CallManager RTMT Report Generation Time parameter specifies the number of minutes after midnight at which reports are generated. The Cisco Unified CallManager RTMT Report Deletion Age parameter specifies the number of days that reports are locally stored. Reports older than this age parameter are deleted.




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Performance Protection Report The Performance Protection Report is a trend analysis report that is generated daily for each node to track Cisco Unified CallManager server capacity. It serves as input to the Cisco Unified CallManager Capacity Tool.

Performance Protection Report • The Performance Protection Report is a trend analysis report, generated daily for each node to track Cisco Unified CallManager server capacity. • This report covers such data as call activities, registered devices, system resource usage, and device and dial plan quantities configured in the Cisco Unified CallManager database. • The report covers the past seven days of collected data. • Download or view the report through the Serviceability Reports Archive web page (Tools -> Serviceability Reports Archive).


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The Performance Protection Report covers such data as call activities, registered devices, system resource usage, and devices and dial plans configured in the Cisco Unified CallManager database. Unlike other Cisco Serviceability Reporter report types, the Performance Protection Report covers the past seven days of collected data. Report naming follows the format “PerformanceRep_NodeID_MM_DD_YYYY.pdf.” This report can be downloaded or viewed using the Serviceability Reports Archive window. Performance Protection Reports are generated based on Performance Protection Report CSV log files created by the Cisco AMC component.

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Performance Protection Report—Call Activity The Cisco Unified CallManager Call Activity chart is a line chart that displays the hourly rate of increase or decrease in the number of calls that were attempted and calls that were completed and the number of active calls for each Cisco Unified CallManager server.

Performance Protection Report—Call Activity

• Displays the hourly rate of increase or decrease in the number of calls that were attempted and calls that were completed and the number of active calls © 2006 Cisco Systems, Inc. All rights reserved.

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The chart consists of three lines, one for the number of calls that were attempted, one for the calls that were completed, and one for the calls that are active. If no data exists for call activity, Cisco Serviceability Reporter does not generate the chart.




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Performance Protection Report—Registered Devices The number of registered phones and Media Gateway Control Protocol (MGCP) gateways are reported on a line chart that displays the number of registered phones and MGCP gateways on each Cisco Unified CallManager server.

Performance Protection Report— Registered Devices

• Displays the number of registered phones and MGCP gateways © 2006 Cisco Systems, Inc. All rights reserved.

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The chart consists of two lines, one for the number of registered phones and the other for the number of MGCP gateways. If no data exists for phones or MGCP gateways, Cisco Serviceability Reporter does not generate the chart.

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Performance Protection Report—System Resource Utilization The System Resource Utilization line chart displays the CPU load percentage and the percentage of memory that is being used (in bytes) for the Cisco Unified CallManager servers.

Performance Protection Report—System Resource Utilization

• Displays the CPU load percentage and the percentage of memory that is used (in bytes) © 2006 Cisco Systems, Inc. All rights reserved.

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The chart consists of two lines, one for the CPU load and one for the memory usage. Each line represents the cluster value, which is the average of the values for all the servers in the cluster (for which data is available).




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Performance Protection Report—Device and Dial Plan Quantities The Device and Dial Plan Quantities chart consists of two tables that display information from the Cisco Unified CallManager database about the number of devices and number of dial plan components.

Performance Protection Report—Device and Dial Plan Quantities

Shows the number of devices in the cluster (top) and the number of directory numbers, route patterns, and translation patterns (bottom) © 2006 Cisco Systems, Inc. All rights reserved.

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The device table shows the number of IP phones, Cisco Unity connection ports, H.323 clients, H.323 gateways, MGCP gateways, music on hold (MOH) resources, and media termination point (MTP) resources. The dial plan table shows the number of directory numbers and lines, route patterns, and translation patterns.

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Performance Protection Report CSV Logs Performance Protection Reports are generated based on Performance Protection Report CSV log files created by the Cisco AMC component.

PPR CSV Logs • Performance Protection Reports are generated based on CSV log files created by the Cisco AMC component. • The graphs of a Performance Protection Report contain the data from the past seven days from the CSV logs: PPRLog_NodeID_MM_DD_YYYY_hh_mm.csv. • The Table portion of the report is based on the CSV file PPRDbLog_MM_DD_YYYY_hh_mm.csv. • Performance Protection Report CSV logs are stored under activelog and inactivelog in the /cm/log/amc/PPRLog directory. • Use Trace and Log Central or the CLI file get command to gather these CSV logs.


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The graphs of a Performance Protection Report contain data from the past seven days from the Performance Protection Report CSV logs: PPRLog_NodeID_MM_DD_YYYY_hh_mm.csv. The table portion of the Performance Protection Report is based on the CSV file PPRDbLog_MM_DD_YYYY_hh_mm.csv. This CSV file is generated at report generation time and, therefore, is a snapshot of the database only at that particular time. Performance Protection Report CSV logs are stored under activelog and inactivelog in the /cm/log/amc/PPRLog directory. Use the Trace and Log Central feature or the command-line interface (CLI) file get command to gather the CSV logs.




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Summary • Cisco Unified CallManager RTMT is a stand-alone Java plug-in that provides real-time information about Cisco Unified CallManager. • Cisco Unified CallManager RTMT relies on data provided by the Cisco AMC service. • Cisco Unified CallManager RTMT supports custom configuration profiles that allow quick switching between views that are commonly needed. • You can use Cisco Unified CallManager RTMT predefined report categories or create your own reports by adding the counters that you are interested in. • Cisco Unified CallManager RTMT Alert Central allows monitoring of critical counters and conditions. • The Cisco LPM Tool monitors the disk usage of the log partition and purges log files when thresholds are reached. • Cisco Serviceability Reporter includes Protection Performance Report charts that allow a trend analysis based on performance numbers.


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Lesson 3

Configuring Alarms and Traces Overview Administrators who install or maintain Cisco Unified CallManager sometimes have to deal with technical or design issues on their systems. To troubleshoot and monitor those issues, Cisco Unified CallManager provides alarms and traces similar to the functionality of the show and debug commands of Cisco IOS software. This lesson describes how to configure traces on the Cisco Unified CallManager system and discusses tools that allow you to analyze those traces.

Objectives Upon completing this lesson, you will be able to configure and use Cisco Unified CallManager Serviceability alarms and traces on Cisco Unified CallManager systems for troubleshooting and maintenance. This ability includes being able to meet these objectives:

Identify the functions of the Cisco Unified CallManager Serviceability Alarm interface and its event levels and destinations

Configure alarms for Cisco Unified CallManager services

Explain the trace functionality of Cisco Unified CallManager systems and how it is used

Configure traces using Cisco Unified CallManager Serviceability

Collect Cisco Unified CallManager trace and log files

Analyze Cisco Unified CallManager trace and log files using Cisco Unified CallManager RTMT


Alarm Overview This topic gives an overview of the alarm function of Cisco Unified CallManager Serviceability.

Alarm Overview

The Cisco Unified CallManager Serviceability Alarm menu: • Allows you to configure alarms and events • Provides alarm message definitions © 2006 Cisco Systems, Inc. All rights reserved.

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The Cisco Unified CallManager Serviceability Alarm menu provides a web-based interface that has two main functions:

To allow configuration of alarms and events: —

Administrators can define what kind of information should be logged.

—

Administrators can define where to store alarms and events.

To provide alarm message definitions: —

Administrators can configure additional custom alarm information (such as recommended response actions) for each alarm.

Both functions assist you in troubleshooting and monitoring your Cisco Unified CallManager system. You can configure alarms for services (for example, Cisco Unified CallManager, Cisco TFTP, or Cisco CTIManager) for all Cisco Unified CallManager servers in the cluster or for each server individually.

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Aim of Cisco Unified CallManager Serviceability Alarms Alarms are used to provide the run-time status and state of the system and to take corrective action for problem resolution; for example, to determine whether phones are registered and working.

Aim of Cisco Unified CallManager Serviceability Alarms • Configure Cisco Unified CallManager to direct alarms to: – Local or remote syslog servers – SDI or SDL trace log files • Log level can be different for each destination • Provides information for troubleshooting Cisco Unified CallManager system • Provides information that could be given to someone else • Configurable per server and service


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Alarms contain information such as an explanation and recommended action. Alarm information includes the application name, machine name, and cluster name to help you troubleshoot problems that are not on the local Cisco Unified CallManager. The alarm interface can be configured to send alarm information to multiple destinations, and each destination can have its own alarm event level (from debug to emergency). Alarms can be directed to local syslog files, system diagnostic interface (SDI) trace log files, or signal distribution layer (SDL) trace log files and to a remote syslog server. You can set the log level per destination and individually for each server and service. Note

SDL trace files are available only for Cisco Unified CallManager and the Cisco CTIManager service.

When a service issues an alarm, the alarm interface sends the alarm to the chosen monitors. Each monitor forwards the alarm or writes it to its final destination (such as a log file). This information can be used for troubleshooting and can also be passed to another person for assistance (for example, the Cisco Technical Assistance Center [TAC]).




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Alarm Event Levels There are several alarm levels on Cisco Unified CallManager that can be turned on. These alarm levels are equivalent to the widely used syslog severity levels.

Alarm Event Levels Level Name

Description

7

Emergency

System unusable

6

Alert

Immediate action needed

5

Critical

Critical condition detected

4

Error

Error condition

3

Warning

Warning condition detected

2

Notice

Normal but significant condition

1

Informational Information messages only

0

Debug

Detailed event information used for debugging by Cisco TAC engineers


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When the alarm event level is set to a certain value, it means that alarms that match the configured level and alarms that match more severe levels are generated. In other words, an alarm level of 0 (debug) means all alarms of level 0 or higher, and an alarm level of 4 means all alarms of level 4 or higher. So if you configure an alarm level of 5, all critical, alert, and emergency alarms are logged. The table shows all available levels and describes the kind of information that generates the alarm. As you can also see from the table, each level can be identified by its name (debug to emergency) or by its number (0 to 7).

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Alarm Configuration The Alarm Configuration window in Cisco Unified CallManager Serviceability is used to define where alarms are stored and which level of alarms should be stored.

Alarm Configuration Page

Selected Server

Selected Alarm Level

Selected Service

Disabled Alarm

Enabled Alarm


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To configure alarms on Cisco Unified CallManager, follow this procedure: Step 1

From Cisco Unified CallManager Serviceability, choose Alarm > Configuration.

Step 2

Choose the appropriate server, which will then be displayed under Servers on the left side of the window and at the top of the window. A box with available services for alarms appears.

Step 3

From the Configured Services drop-down menu, choose the service to configure the alarm for. The chosen service is displayed at the top of the window in the Current Service area, along with the currently chosen server. A list of alarm monitors with event levels, similar to the one shown in the figure, appears.

Step 4

Check the check box for each desired alarm destination.

Note

Only the Cisco Unified CallManager and Cisco CTIManager services have the Enable Alarm for SDL Trace check box available.

Step 5

In the Alarm Event Level drop-down menu, click the Down arrow and choose the desired alarm event level for each of the available alarms.

Step 6

Save the configuration by clicking the Update button.

Note


To apply the current settings for selected services to all nodes in a cluster, check the Apply to All Nodes check box.



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Tip

To restore the default Cisco Unified CallManager settings, click the SetDefault button and then the Update button.

Alarm Definitions Window You can view the list of Cisco Unified CallManager alarms using the Alarm Message Definitions window.

Alarm Definitions Page Click Find.

Selected Catalog

Click desired alarm name to open the Alarm Information page.


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To get to the Alarm Message Definitions window, choose Alarm > Definitions. You will see a search mask where you have to select a catalog (grouped list of alarms) and where you can optionally enter a search string for the alarm names that you want to list. Click Find to start the search. In the example shown in the figure, all alarms of the Cisco Unified CallManager catalog have been searched. To view details of a specific alarm, click the alarm name and the Alarm Information window will be displayed.

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Alarm Information Window The example shows the Alarm Information window for the CallManagerFailure alarm.

Alarm Information Page

View default alarm information. Click Save if you added custom information.

Add custom alarm information.


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The Alarm Information window provides a description of the selected alarm and includes recommended response actions. You can add user-defined text, for instance, with your own response guidelines. If you added or changed the user-defined text input field, click Save to save your changes.




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Trace Overview This topic provides an overview of Cisco Unified CallManager traces. Traces are log files that contain information about events within the system.

Trace Overview

Cisco Unified CallManager trace functionality: • Allows detailed configuration of trace parameters • Allows you to enable troubleshooting of traces


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Cisco Unified CallManager Serviceability assists the system administrator and support personnel in troubleshooting Cisco Unified CallManager problems. The Cisco Unified CallManager Serviceability trace provides two main functions:

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Configuration: This function allows you to configure a variety of options when enabling traces. Options include the level of trace details and the selection of subcomponents of a service that should be considered when generating traces.

Troubleshooting Trace Settings: This function allows you to enable troubleshooting of traces. With this feature, you can easily set up traces on multiple servers, but there are fewer options available than in the Configuration function.




Types of Traces Two types of traces are available, SDI traces and SDL traces.

Types of Traces • SDI traces: – Contain information about services and run-time events – Usually used for development purposes • SDL traces: – Contain information about call processing – Are only available for: • Cisco Unified CallManager service • Cisco CTIManager service – Ideal for troubleshooting


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Traces for Cisco Unified CallManager services can be based on debug levels, specific trace fields, and Cisco Unified CallManager devices, such as phones or gateways. Two types of traces are available, System Diagnostic Interface (SDI) traces and signal distribution layer (SDL) traces.

SDI Trace SDI traces are also known as Cisco Unified CallManager trace log files. Every Cisco Unified CallManager service includes a default trace log file. The system traces SDI information from the services and logs run-time events and traces to a log file. Note

SDI traces are usually used by programmers only for development purposes.

SDL Trace SDL traces contain call-processing information from the Cisco Unified CallManager and Cisco CTIManager services. The system traces the SDL of the call and logs state transitions in a log file. This log information helps administrators to troubleshoot problems on the Cisco Unified CallManager system. Note

In most cases, extensive SDL traces are gathered only when Cisco TAC requests it.

All traces are written to the hard disk of the Cisco Unified CallManager server. You can copy the files to a PC for local analysis by using the command-line interface (CLI) command file get or by using Cisco Unified CallManager Real-Time Monitoring Tool (RTMT).




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Caution

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Enabling traces decreases system performance; therefore, enable only as many trace options as needed and try to limit the time of detailed or troubleshooting traces. Ideally, enable detailed traces outside business hours only.




Trace Configuration This topic describes how to configure traces in Cisco Unified CallManager Serviceability.

Trace Enabling Options

• Configuration: – Trace configuration with numerous options – Full page per server and service • Troubleshooting Trace Settings: – Activates or deactivates troubleshooting traces (all options, detailed level) per server and service – Single page for all servers and services


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Cisco Unified CallManager supports two ways to enable traces. One is the trace Configuration option. It allows numerous trace options to be configured on a dedicated configuration page per server and service. The second option is the Troubleshooting Trace Settings option. This option activates traces at the highest possible level of detail for each selected service and service. It is a quick way to enable detailed traces per server and service from a single configuration page.




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Trace Configuration When using the trace Configuration option, you can set many trace parameters, as shown in the figure.

Trace Configuration Select server.

Go to SDL trace configuration.

Select service. Enable traces. Set trace level.

Enable trace options.


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Perform these tasks to enable traces using the Cisco Unified CallManager Serviceability trace Configuration option: Step 1

In Cisco Unified CallManager Serviceability, choose Trace > Configuration to get to the Trace Configuration window.

Step 2

Choose the server to configure the trace settings for.

Step 3

From the Configured Services list, choose the service to change the trace settings for. The example in the figure shows the trace configuration page for SDI traces for the Cisco Unified CallManager service running on server 192.168.201.57.

Step 4

To enable traces for the specified service, check the Trace On check box.

Step 5

Choose the desired trace level from the Debug Trace Level drop-down menu.

Step 6

Choose the trace fields to include in the trace files.

Note

The trace fields vary per service.

By default, you configure SDI traces. To switch to the configuration of SDL traces (only applicable to the Cisco Unified CallManager and the Cisco CTIManager services), use the Related Links area at the top right corner of the window.

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Troubleshooting Trace Settings Use the Troubleshooting Trace Settings option when you want to enable detailed traces including all fields of the selected service per server.

Troubleshooting Trace Settings Activates All Services for This Server Activates All Services for All Servers Service Not Running on Server Activates Service for This Server Activates This Service for All Servers


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Perform these tasks to enable traces using the Cisco Unified CallManager Serviceability Troubleshooting Trace Settings option: Step 1

In Cisco Unified CallManager Serviceability, choose Trace > Troubleshooting Trace Settings to get to the Troubleshooting Trace Settings window.

Step 2

Check the check boxes to activate troubleshooting traces per service and server.

Note


You can also activate specific services on all nodes of the cluster, or all services for specific server, or all services for all servers by checking the respective check boxes.



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Trace Collection This topic describes how to collect traces from Cisco Unified CallManager servers.

Trace Collection Overview • Traces and logs can be collected to an administrator PC for local processing and analysis. • Cisco Unified CallManager RTMT Trace and Log Central features: – Trace collection – Trace analysis • Trace collection options include: – On-demand collection – Scheduled collection – Default or custom queries to be used for repetitive tasks • Cisco Unified CallManager RTMT is a client tool that must be downloaded from Cisco Unified CallManager Administration > Application > Plugins.


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Cisco Unified CallManager traces and logs are stored on the hard disks of individual servers. To perform local analysis on an administrator PC, trace and log files can be collected to a PC using the Trace and Log Central feature of Cisco Unified CallManager RTMT. Note

Cisco Unified CallManager RTMT is a client tool that must be downloaded from Cisco Unified CallManager Administration (choose Cisco Unified CallManager Administration > Application Plugins). You can download installation files for the Microsoft Windows and Linux operating systems.

The Trace and Log Central component of Cisco Unified CallManager RTMT supports trace collection and trace analysis. Trace collection options include these:

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On-demand collection: The administrator starts a trace collection process manually, which is performed instantly.

Scheduled collection: The administrator schedules trace collections for later, usually to be executed periodically.

Queries: Default and custom queries can be used for repetitive tasks. You can refer to saved queries from on-demand collections and from scheduled collections.




Cisco Unified CallManager RTMT—Trace and Log Central The figure shows the Cisco Unified CallManager RTMT application with the Trace & Log Central window opened.

Cisco Unified CallManager RTMT— Trace & Log Central

2) Click Trace.

Select activity.

3) Click Trace & Log Central. 1) Click Tools.


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To get to the Trace & Log Central window, start the Cisco Unified CallManager RTMT application from your PC after you have downloaded and installed the application. Then follow these steps: Step 1

In the Cisco Unified CallManager RTMT application window, click the Tools tab located at the bottom left corner of the window.

Step 2

Click Trace from the list of tools displayed in the left area of the window to open the trace feature list (Trace & Log Central and Job Status).

Step 3

From the list of Trace features, click Trace & Log Central. The Trace & Log Central options appear in the middle of the screen.

From here, you can choose options such as Collect Files or Local Browse by double-clicking the appropriate entry.




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Cisco Unified CallManager RTMT—Collect Files Procedure The figure lists the required steps when using the Collect Files function of the Cisco Unified CallManager RTMT Trace and Log Central feature.

Cisco Unified CallManager RTMT— Collect Files Procedure

1. Choose Cisco Unified CallManager services and applications. 2. Choose Cisco Unified CallManager system logs. 3. Choose file-collection options. 4. Check file-collection status: a) In Trace & Log Central window b) By using the Job Status window


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Choose Cisco Unified CallManager services and applications.

Step 2

Choose Cisco Unified CallManager system logs.

Step 3

Choose file-collection options.

Step 4

Check the file-collection status: a. Using the Trace & Log Central window b. Using the Job Status window

Each of these steps is illustrated on the following subtopics.

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Collect Files—Step 1: Choose Services and Applications After clicking the Collect Files option in the Trace & Log Central window, you have to the select services and applications from which you want to collect files.

Collect Files—Step 1: Choose Services and Applications Enables collection from all services on all servers

Enables collection from all services for this server

Enables collection per service for this server


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The figure shows the Select CallManager Services/Application window. After choosing the desired services and applications for each server, click Next to get to the next window.




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Collect Files—Step 2: Choose System Logs The next window is the Select System Logs window, where you can choose which syslog files should be collected.

Collect Files—Step 2: Choose System Logs Enables collection from all logs on all servers

(or) Enables collection from all logs for this server

(or) Enables collection per log for this server


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As shown in the figure, you can choose several types of syslog files per server. After you make your selection, click Next to get to the next window.

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Collect Files—Step 3: Choose Options The next window is the Collect File Options window.

Collect Files—Step 3: Choose Options Sets time range

Selects partition

Sets download directory

Enables or disable file compression Deletes or keeps files on server after collection © 2006 Cisco Systems, Inc. All rights reserved.

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Here you can specify the time range of the information that you want to collect, select the partition (active or inactive) from which you want to collect files, and activate file compression. Finally, you can choose to delete the files on the server after successful collection. When you have made your selections, click Finish to start the file collection.




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Collect Files—Step 4a: File Collection Status—Trace & Log Central After collection has started, the Trace & Log Central window indicates that collection is in progress, as shown in the figure.

Collect Files—Step 4a: File Collection Status—Trace & Log Central

Watch status of collection.


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This status information is displayed at the bottom in the status bar of Cisco Unified CallManager RTMT and in the main area of the Trace & Log Central window.

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Collect Files—Step 4b: File Collection Status—Job Status The status of the active collection process can also be viewed using the Job Status window; click Tools > Trace > Job Status in Cisco Unified CallManager RTMT.

Collect Files—Step 4b: File Collection Status—Job Status 4. Double-click job entry to see details.

2. See list of jobs. 1. Click Job Status.

3. See job status.


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In the Job Status window, you can see the list of jobs, their status (completed, pending, and so on) and the job type. If you double-click an entry, you can see details about the selected job in a new window.




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Cisco Unified CallManager RTMT—Schedule Collection Procedure The figure lists the required steps when using the Schedule Collection function of the Cisco Unified CallManager RTMT Trace and Log Central feature.

Cisco Unified CallManager RTMT— Schedule Collection Procedure

1. Choose Cisco Unified CallManager services and applications (identical to Collect Files option). 2. Choose Cisco Unified CallManager system logs (identical to Collect Files option). 3. Choose collection schedule options. 4. Check scheduled collection status using the Job Status window (identical to Collect Files option). © 2006 Cisco Systems, Inc. All rights reserved.

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Step 2


Step 3

Choose collection schedule options.

Step 4

Check the scheduled collection status using the Job Status window.

Only Step 3 is discussed further here, because the other steps were covered earlier in this topic (in the description of the Collect Files function).

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Schedule Collection—Step 3: Choose Options This is the only step that differs from the Collect Files option.

Schedule Collection—Step 3: Select Options Sets time range for scheduled collection to SFTP server Selects interval of collection within previously configured time range

Selects file age

Filters on a search string Downloads files to local disk of Cisco Unified CallManager RTMT PC © 2006 Cisco Systems, Inc. All rights reserved.

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In the Schedule Options window, you set the time range for the scheduled collection (the period during which the scheduled collection should be performed) and the frequency of the file collection (the interval—hourly, daily, and so on—during the selected time range when the files should be collected). In addition you configure which files you want to collect per actual collection. For example, you can configure an hourly collection but collect only files that were generated during the past 10 minutes. You can filter files based on a search strings to exclude files that do not contain a specified string. The Download Files option allows you to download collected files to a Secure FTP (SFTP) server. When you schedule a collection, the trace files are transferred from the Cisco Unified CallManager to the SFTP server you specify, not to the local disk of the computer running Cisco Unified CallManager RTMT. This is because the scheduled collection cannot assume that the Cisco Unified CallManager RTMT client is running at the scheduled time. If you choose the Download Files option, the trace files are transferred from Cisco Unified CallManager to the local disk of the Cisco Unified CallManager RTMT client PC, because you are requesting a download on demand. If you select the Generate Syslog option, the syslog information will be sent to the local syslog service of the Cisco Unified CallManager server. Note


The Steps 1 and 2 and Step 4 are not shown, because they were already discussed in detail earlier in this topic.



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Viewing and Analyzing Traces This topic describes how you can view and analyze traces with the Cisco Unified CallManager RTMT Trace and Log Central feature.

Viewing Traces and Logs—Overview • Traces and logs can be viewed on an administrator PC: – Accessing locally stored data: • Data must have been previously collected by Cisco Unified CallManager RTMT • Can be viewed by any editor or by using the Local Browse option of the Trace & Log Central window – Accessing data stored on servers: • Can be viewed only by Cisco Unified CallManager RTMT using the Remote Browse option of the Trace & Log Central window


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There are two ways that you can view traces and logs using the Trace & Log Central feature, installed on an administrator PC. Trace & Log Central can access either locally stored data or data stored on the servers. In the first case, trace and log files must already have been collected using the Trace and Log Central file-collection features. Because the files are then stored on the local disk of the administrator PC, they can be viewed either by using the Trace and Log Central Local Browse option or by using any editor, and simply opening the files from the local disk. If you want to access files stored on the servers, you have to use the Remote Browse option of Trace and Log Central.

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Cisco Unified CallManager RTMT—Remote Browse Procedure The figure lists the required steps when using the Collect Files function of Trace and Log Central.

Cisco Unified CallManager RTMT— Remote Browse Procedure 1. Choose data source (trace files versus crash dumps). 2. Choose Cisco Unified CallManager services and applications (identical to Collect Files option). 3. Choose Cisco Unified CallManager system logs (identical to Collect Files option). 4. Watch the query process. 5. Choose the file to view. 6. Open the file in Viewer.


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Choose the data source (trace file or crash dump) that you want to view.

Step 2


Step 3


Step 4

Watch the query process and wait until it has finished.

Step 5

Choose the file to view.

Step 6

Open the selected file in the viewer.

Steps 2 and 3 are not illustrated in the following subtopics because these steps were already covered in a previous topic (the Collect Files function).




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Remote Browse—Step 1: Choose Source After you choose the Remote Browse option in the Trace & Log Central window, you have to select the type of files that you want to browse.

Remote Browse—Step 1: Choose Source

Select Trace Files.


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There are two options: trace files and crash dumps. Crash dumps are usually analyzed only by Cisco TAC engineers. When administrators are troubleshooting Cisco Unified CallManager issues, they are usually interested only in trace files. Click Next to continue to the next window. Note

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The next two windows are not shown, because they have been already discussed in detail in a previous topic.




Remote Browse—Step 4: Query Status At this step, wait for the Remote Browse query to finish.

Remote Browse—Step 4: Query Status

2. When query has finished, confirm popup window.

1. Watch status of query.


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The status bar on the bottom shows the status of the Remote Browse query. When the query has finished, a popup window indicates that the Remote Browse query is ready. Confirm by clicking Close.




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Remote Browse—Step 5: Choose File to View After you confirm that the Remote Browse query is ready, the main window displays the files that can be viewed.

Remote Browse—Step 5: Choose File to View Opened Server

List of Files in Group

Opened Category Group of Files

Closed Category


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The files are organized in categories; while navigating through the list, you can open and close categories as desired.

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Remote Browse—Step 6: Open File in Viewer To view a file, double-click the desired file in the Remote Browse area of the Trace & Log Central window.

Remote Browse—Step 6: Open File in Viewer

Double-click file to view content.


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After you double-click a file, a window opens displaying the contents of the file. Within that window, use the Find button to locate a particular string within the file.




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Cisco Unified CallManager RTMT—Local Browse If you previously collected files with Trace and Log Central, you can view them using the Local Browse option.

Cisco Unified CallManager RTMT— Local Browse


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When you double-click the Local Browse option, a window opens that allows you to browse the local hard disk. The default directory is the root directory under which Cisco Unified CallManager RTMT trace collection features store their collected files. Browse to the file that you want to view and click Finish. The contents of the file are displayed in a new window. In this window, click the Search button to locate a particular string within the file.

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Summary • There are eight alarm levels available on Cisco Unified CallManager. • Alarm configuration allows you to define where alarms should be saved and what level should be included in a log. • Cisco Unified CallManager traces are configured from Cisco Unified CallManager Serviceability pages. • Traces can be configured with numerous options per server and service. Alternatively, troubleshooting traces can be enabled at a server and service level only, activating all possible options of the selected service.


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Summary (Cont.) • Traces are stored on Cisco Unified CallManager and can be collected to an administrator PC for local analysis. Cisco Unified CallManager RTMT is used for trace collection and supports on-demand as well as scheduled collections. • Cisco Unified CallManager RTMT can be used to view and analyze traces. It can access locally stored trace files that have been previously collected or remote files located on Cisco Unified CallManager servers.



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Lesson 4

Managing Call Accounting Overview Cisco Unified CallManager is the call-processing device of the Cisco Unified Communications solution. For many companies using Cisco Unified Communications, it is important to have call activities logged for later processing. Cisco Unified CallManager stores call activity information in Call Detail Records (CDRs). This lesson describes how CDRs are stored and how they can be accessed by third-party applications for billing or reporting purposes. It also describes the Cisco Unified CallManager CDR Analysis and Reporting (CAR) tool, which is integrated into Cisco Unified CallManager.

Objectives Upon completing this lesson, you will be able to manage CDRs and use Cisco Unified CallManager CAR to generate reports from CDRs. This ability includes being able to meet these objectives:

Identify the functions of Cisco Unified CallManager CDRs and Cisco Unified CallManager CAR

Configure CDR functions of Cisco Unified CallManager

Configure initial settings of Cisco Unified CallManager CAR

Manage the Cisco Unified CallManager CAR database

Generate automatic reports with Cisco Unified CallManager CAR

Identify Cisco Unified CallManager CAR user levels and the respective report types

Generate a Cisco Unified CallManager CAR user report


Call Accounting Overview This topic describes Cisco Unified CallManager CDRs and how they can be used by call analysis and reporting tools.

Call Accounting Overview • Cisco Unified CallManager servers generate information records about calls. – Call Detail Records (CDRs): call activities (placing calls, putting calls on hold, transferring calls, and so on) – Call Management Records (CMRs): quality of calls (latency, jitter, packet loss, and so on) • CDRs and CMRs are the basis for analysis (billing) and reporting applications. • Cisco Unified CallManager CDR Analysis and Reporting (Cisco Cisco Unified CallManager CAR) is part of Cisco Unified CallManager and can be used for call analysis and reports. – Cisco Unified CallManager CAR uses its own database (CAR database) loaded from CDR and CMR files. – Most third-party applications directly access CDR and CMR files.


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Cisco Unified CallManager servers can be configured to generate information records about call activities. The information is written to two files:

Call Detail Records (CDRs): Include information about call activities, such as placing calls, holding calls, transferring calls, and using call features such as Forced Authorization Codes (FAC) or Client Matter Codes (CMC)

Call Management Records (CMRs): Include information about the quality of calls, such as latency, jitter, packet loss, and so on

Note

In this lesson, unless otherwise noted, references to CDRs include both CDRs and CMRs.

CDR and CMR files are the basis for call analysis, billing, and reporting applications. Cisco Unified CallManager CAR is part of Cisco Unified CallManager and can be used for call analysis and call report generation. Cisco Unified CallManager CAR uses its own database, which is loaded with information from CDR and CMR files, while most third-party applications directly access CDR and CMR files.

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Call Analysis Components and Features The figure shows the components and features that are used by Cisco Unified CallManager to support CDR analysis.

Call Analysis Components and Features • Cisco Unified CallManager nodes send their CDR and CMR records to the CDR Repository Manager. • CDR and CMR files can be sent to third-party servers via (S)FTP. • Third-party applications can also access CDR and CMR files via SOAP. • Disk usage of CDR and CMR files is monitored; old files can be periodically deleted. • Cisco Unified CallManager CAR loads CDR and CMR files into its database once a day.

Billing Application Servers (Up to Three)

Customer Billing App.

Generate Reports

(S)FTP

Cisco Unified CallManager SOAP

CDR and CMR Repository Manager CDR and CMR Flat Files

CDR and CMR

CAR DB

CDR and CMR

Cisco Unified CallManager 1

Cisco Unified CallManager 2


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Each Cisco Unified CallManager server runs the default (mandatory) Cisco CDR Agent service that transfers CDRs and CMRs to the Cisco CDR Repository Manager. The CDR Repository Manager is the first node, which contains the Cisco Unified CallManager database, and cannot be changed to another node. This service starts automatically. CDR Repository Manager is a default (mandatory) service that is activated on all nodes, but only the instance on the first node has an effect. The Cisco CDR Repository Manager service can send CDR and CMR files to up to three customer billing servers and allows third-party applications to query and retrieve files from the Cisco Unified CallManager node through a Simple Object Access Protocol (SOAP) interface. The Cisco CDR Repository Manager also maintains the disk space allocated for CDR and CMR files by periodically examining disk usage and deleting old CDR files when configurable thresholds are reached.




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Cisco Unified CallManager CDR Services The figure lists Cisco Unified CallManager services used for CDR management.

Cisco Unified CallManager CDR Services 1. Cisco CDR Agent: Sends CDR and CMR files to the CDR repository node and deletes local copy once the file is transferred. 2. Cisco CDR Repository Manager: – Sends CDR and CMR files to billing server(s), retries in case of failed delivery – Checks disk usage, deletes old CDR and CMR files; creates alarms on high disk usage 3. Cisco SOAP-CDROnDemand Service: Processes incoming requests from customer billing applications using the SOAP interface and sends requested individual CDR and CMR files

Billing Application Servers (Up to Three)

Customer Billing App.

3

Generate Reports

(S)FTP

Cisco Unified CallManager SOAP

CDR and CMR 2 Repository Manager CDR and CMR Flat Files

CDR and CMR

1 Cisco Unified CallManager 1

CAR DB

CDR and CMR

1 Cisco Unified CallManager 2


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CDR management relies on three services. The Cisco CDR Agent and CDR Repository Manager services are network services (which are activated by default and are not userconfigurable), while the Cisco SOAP-CDROnDemand service is a feature service (which can be activated and deactivated by a Cisco Unified CallManager administrator). Cisco CDR Agent runs on each Cisco Unified CallManager node automatically. Cisco CDR Agent is responsible for monitoring new CDR and CMR files generated on Cisco Unified CallManager nodes by the call-processing component, sending the files to the Cisco CDR Repository Manager node and deleting the local copy after the file has been successfully transferred to the CDR repository node. CDR files are transferred from Cisco Unified CallManager nodes to the CDR repository node through Secure FTP (SFTP). Should the transfer fail, Cisco CDR Agent continues to try the transfer until it succeeds. Cisco CDR Repository Manager sends CDR files to up to three preconfigured destinations— typically billing, backup, and performance-management applications. CDR Repository Manager also maintains files on the disk to make sure that the storage usage does not exceed a predefined limitation. If the limit is exceeded, Cisco CDR Repository Manager starts deleting old files to reduce the disk usage to the preconfigured low mark. Files are preserved for a certain number of days, based on configuration. Files that are old enough to fall outside of the preservation window are automatically deleted. The Cisco SOAP-CDROnDemand service is a SOAP-based web server, which processes SOAP requests for the CDR filename list and sends files to specified destinations, typically customer billing applications, based on a time interval.

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Cisco Unified CallManager CAR Features Cisco Unified CallManager CAR is an integrated tool of Cisco Unified CallManager that provides the features shown in the figure.

Cisco Unified CallManager CAR Features • Can generate automatic (predefined) reports • Reports can be sent by e-mail • Reports available in two formats (PDF or CSV) • Supports searching in CDR and CMR files • Different types of reports: – User reports: Bills, Top N, Cisco IPMA, and Cisco IP Phone Services – System reports: QoS, Traffic, FAC/CMC, Malicious Call Details, Precedence Call Summary, System Overview, and CDR Error – Device reports: Gateway, Route Plan, Conference Bridge, and Voice Messaging • Cost calculation based on configurable ratings: – Dial plan (local, long distance, and so on) – Duration (time units that are charged) – Time of day – Voice quality © 2006 Cisco Systems, Inc. All rights reserved.

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Cisco Unified CallManager CAR can generate automatic reports. These reports are predefined and can be selectively activated. Cisco Unified CallManager CAR supports sending reports by e-mail and searching inside CDR and CMR files. Cisco Unified CallManager CAR reports can be generated either in PDF or comma-separated values (CSV) format. There are three types of reports:

User reports: Bills, Top N, Cisco IPMA, and Cisco IP Phone Services. Bills can be generated for individual users, groups of users, or all users. With the Top N report, it is easy to find, for example, the top five users with the highest cost, longest call duration, or highest number of calls.

System reports: QoS, Traffic, FAC/CMC, Malicious Call Details, Precedence Call Summary, System Overview, and CDR Error. With these reports, it is possible to find a part of the network where quality of service (QoS) does not work properly or where there is more traffic than planned in the design phase. FAC and CMC reports provide information about calls that require an authorization code or calls that are flagged with a certain client matter code. Based on the entered client matter code, you can easily create reports of calls that relate to a certain customer or project.

Device reports: Gateway, Route Plan, Conference Bridge, and Voice Messaging. Device reports are useful when you want to monitor the usage of a particular device, such as a gateway or voice-mail port.




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CDR Configuration This topic describes CDR-related configuration options.

CDR Configuration Overview • Enable CDRs and CMRs – On all call-processing nodes – Cisco Unified CallManager service parameters • Activate Cisco SOAP-CDROnDemand service (if used) • Configure CDR management parameters: – General parameters: • Disk allocation • Automatic deletion based on watermarks – Billing application server parameters: • IP address or host name • Username and password, and so on


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By default, Cisco Unified CallManager servers do not create CDRs and CMRs. You have to enable the generation of these records using Cisco Unified CallManager service parameters. This service parameters are configured per Cisco Unified CallManager server. If you want to allow third-party applications to access CDR information using the SOAP interface, you need to enable the Cisco SOAP-CDROnDemand service (a feature service) in Cisco Unified CallManager Serviceability. In addition, you have to configure CDR management parameters from the Tools menu of Cisco Unified CallManager Serviceability. The CDR management parameters are general parameters, such as the maximum size of the CDR and CMR files, watermark-based automatic deletion settings, and the configuration of up to three billing servers to which Cisco Unified CallManager transfers CDR files using SFTP or FTP. Each billing server needs to be configured with IP address or host name, username, password, and directory path.

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Service Parameter: Enable CDR By default, Cisco Unified CallManager servers do not generate CDRs and CMRs.

Service Parameter: Enable CDR Menu Path: Cisco Unified CallManager Administration > System > Service Parameters


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To enable CDR generation, choose Cisco Unified CallManager Administration > System > Service Parameters, choose the server for which you want to enable CDRs, choose the Cisco Unified CallManager service, and set the system parameter CDR Enable Flag to True. In addition, set the CDR Log Calls with Zero Duration Flag to True if you want CDRs for calls that never connected or that lasted less than 1 second. Note

Unsuccessful calls (calls that result in reorder, for instance, because of a busy trunk) are always logged.

To enable CMRs, set the Call Diagnostics Enabled parameter (which is found under Clusterwide Parameters (Device—General) to Enabled Only When CDR Enabled Flag Is True or to Enabled Regardless of CDR Enabled Flag. The first option generates CMRs only if CDRs are enabled; the second option generates CMRs regardless of the CDR configuration. Note


In most situations, you will want to set all these parameters to the same values on all callprocessing nodes.



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Activate Service: Cisco SOAP The Cisco SOAP interface is not activated by default.

Activate Service: Cisco SOAP • Cisco SOAP-CDROnDemand service (feature service) needs to be activated on the first node of the cluster. Menu Path: Cisco Unified CallManager Serviceability > Tools > Service Activation


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If you want to allow third-party applications to access CDR information using the SOAP interface, you need to enable the Cisco SOAP-CDROnDemand service. Cisco SOAPCDROnDemand is a feature service. To activate it, choose Cisco Unified CallManager Serviceability > Service Activation, as shown in the figure.

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CDR Management Configuration Overview CDR management includes the configuration of general parameters and billing application server parameters, as shown in the figure.

CDR Management Configuration Overview Menu Path: General Parameters (Disk Allocation and AutoDeletion)

Cisco Unified CallManager Serviceability > Tools > CDR Management

Billing Application Server Parameters (FTP or SFTP Server Settings)


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Use the following procedure to set general parameters such as disk utilization, high- and lowwater mark range, and file preservation parameters for CDRs. Step 1

Choose Serviceability > Tools > CDR Management. The CDR Management Configuration window displays.

Step 2

Click any of the CDR Manager general parameter values to open a window where you can configure any parameter.

Step 3

Enter the appropriate parameters to change the disk space allocated to CDRs, highwater mark, low-water mark, and file preservation duration.

Note Step 4


The parameters are explained on the next subtopic.

Click Update.



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CDR Management—General Parameters The figure shows the general parameters.

CDR Management—General Parameters

• High Water Mark (%)—Maximum percentage of the allocated disk space for CDR and CMR files before files are deleted until low-water mark is reached, beginning with the oldest • Low Water Mark (%)—Percentage of allocated disk space that is always available to CDR and CMR files • CDR/CMR Files Preservation Duration (Days)—Number of days that you want to retain CDR and CMR files • Disable CDR/CMR Files Deletion Based on HWM—Disables deletion of CDRs and CMRs even if disk usage exceeds high-water mark


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These parameters are as follows:

Disk Allocation (MB): Choose the number of megabytes that you want to allocate to CDR and CMR flat file storage. The range and default values vary depending on the size of the repository server hard drive. If disk usage exceeds the allocated maximum disk space for CDR files, the system generates the CDRMaximumDiskSpaceExceeded alert and deletes all successfully processed files (those delivered to billing servers and loaded to Cisco Unified CallManager CAR). If disk usage still exceeds the allocated disk space, the system deletes undelivered files and files within the preservation duration, starting with the oldest, until disk utilization falls below the high-water mark.

High Water Mark (%): This field specifies the maximum percentage of the allocated disk space for CDR and CMR files. For example, if you choose 2000 megabytes from the Disk Allocation field and 80% from the High Water Mark (%) field, the high-water mark equals 1600 MB. When the disk usage exceeds the percentage that you specify and the Disable CDR/CMR Files Deletion Based on HWM check box is unchecked, the system automatically purges all successfully processed CDR and CMR files (those delivered to billing servers and loaded to Cisco Unified CallManager CAR), beginning with the oldest files, to reduce disk usage to the amount that you specify in the Low Water Mark (%) drop-down menu. If the disk usage still exceeds the low-water mark or high-water mark, the system does not delete any undelivered or unloaded files unless the disk usage exceeds the disk allocation. If CDR disk space exceeds the high-water mark, the system generates the CDRHWMExceeded alert.

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Low Water Mark (%): This field specifies the percentage of disk space that is allocated to CDR and CMR files that is always available for use. For example, if you choose 2000 MB from the Disk Allocation field and 40% from the Low Water Mark (%) field, the low-water mark equals 800 MB.

CDR/CMR Files Preservation Duration (Days): Choose the number of days that you want to retain CDR and CMR files.

Disable CDR/CMR Files Deletion Based on HWM: If you do not want to delete CDRs and CMRs even if disk usage exceeds the percentage that you specify in the High Water Mark (%) field, check this check box. By default, this check box remains unchecked, so the system deletes CDRs and CMRs if disk usage exceeds the high-water mark. Regardless of whether you enable the deletion of files based on the high-water mark parameter, if disk usage exceeds the disk allocation that you configure, the Cisco CDR Repository Manager service deletes CDR and CMR files, beginning with the oldest files, until disk utilization falls below the high-water mark.

CDR Management—Billing Application Server Parameters You can configure up to three billing application servers where CDR management should send CDR and CMR files using SFTP or FTP.

CDR Management—Billing Application Server Parameters

1. Enter (S)FTP server parameters.

2. Click Add.


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The figure shows the parameters that need to be entered per billing application server:

Host Name/IP Address

User Name

Password

Protocol (SFTP or FTP)

Directory Path




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Cisco Unified CallManager CAR Initial Configuration This topic describes the required steps for initial Cisco Unified CallManager CAR configuration.

Cisco Unified CallManager CAR Initial Configuration Overview CCMAdministrator performs these steps: • Activates required services (on the first node of the cluster): – Cisco Unified CallManager CAR Scheduler—Schedules CAR-related tasks (CDR file loading, report generation). – Cisco Unified CallManager CAR Web Service—Grants access to the Cisco Unified CallManager CAR tool. • Assigns required rights to Cisco Unified CallManager CAR administrators: – adds appropriate users to the Standard Cisco Unified CallManager CAR Admin Users group – Group has Standard Admin Rep Tool Admin (providing full access to Cisco Unified CallManager CAR) role assigned by default © 2006 Cisco Systems, Inc. All rights reserved.

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As part of initial Cisco Unified CallManager CAR configuration, a Cisco Unified CallManager administrator needs to do the following:

Activate services: Cisco Unified CallManager CAR requires the Cisco CAR Scheduler service and the Cisco CAR Web Service to be activated on the first node.

Configure Cisco Unified CallManager CAR administrators: Cisco Unified CallManager CAR administrators need to be assigned the standard role Standard Admin Rep Tool Admin. This rule is assigned to the Standard CAR Admin Users group by default. Therefore, the Cisco Unified CallManager administrator needs only to add the usernames of the Cisco Unified CallManager CAR administrators into that group.

Note

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The CCMAdministrator does not have administrator privileges for the Cisco Unified CallManager CAR tool. Because the CCMAdministrator cannot be assigned to user groups, you cannot grant Cisco Unified CallManager CAR administrator rights to the CCMAdministrator. You can, however, create a new username with Cisco Unified CallManager administration and Cisco Unified CallManager CAR administration privileges.




Cisco Unified CallManager CAR Initial Configuration Overview (Cont.) A Cisco Unified CallManager CAR administrator performs the following: • Accesses Cisco Unified CallManager CAR • Sets up initial configuration of system parameters within Cisco Unified CallManager CAR: – Mail parameters – Dial plan configuration – Gateway configuration – System preferences – Report configuration (Rating Engine and Define QoS)— used for cost calculation


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A Cisco Unified CallManager CAR administrator then performs the following initial configuration:

Accesses Cisco Unified CallManager CAR tool

Sets up Cisco Unified CallManager CAR initial configuration options: Mail Parameters, Dial Plan Configuration, Gateway Configuration, System Preferences, and Report Config.




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Cisco Unified CallManager CAR Service Activation The figure shows the feature services that you need to activate on the first node when using Cisco Unified CallManager CAR.

Cisco Unified CallManager CAR Service Activation Two Cisco Unified CallManager CAR services (feature services) to be activated on first node of the cluster: • Cisco Unified CallManager CAR Scheduler—Schedules Cisco Unified CallManager CAR-related tasks (CDR file loading, report generation) • Cisco Unified CallManager CAR Web Service—Grants access to the Cisco Unified CallManager CAR Menu Path: Cisco Unified CallManager Serviceability > Tools > Service Activation


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Both services are activated on the Cisco Unified CallManager Serviceability Service Activation window:

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Cisco CAR Scheduler: The Cisco CAR Scheduler service allows you to schedule Cisco Unified CallManager CAR-related tasks; for example, you can schedule report generation or CDR file loading into the Cisco Unified CallManager CAR database. For this service to work, activate the Cisco Unified CallManager service on the first node and ensure that it is running.

Cisco CAR Web Service: The Cisco CAR Web Service loads the user interface for Cisco Unified CallManager CAR, a web-based reporting application that generates either .csv or .pdf reports by using CDR data. For this service to work, activate the Cisco Unified CallManager service on the first node and ensure that it is running.




Cisco Unified CallManager CAR Login There are two ways for administrators to log in to Cisco Unified CallManager CAR and one way for Cisco Unified CallManager CAR users (managers or users).

Cisco Unified CallManager CAR Logon

• Cisco Unified CallManager Serviceability Tools > CDR Analysis and Reporting or • https://:8443/car/


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A Cisco Unified CallManager CAR administrator who also has access to Cisco Unified CallManager Serviceability can launch Cisco Unified CallManager CAR from Cisco Unified CallManager Serviceability by choosing Tools > CDR Analysis and Reporting. The user does not need to use the same username for accessing Cisco Unified CallManager Serviceability and for logging in to Cisco Unified CallManager CAR. Cisco Unified CallManager CAR users or administrators can launch Cisco Unified CallManager CAR from a supported web browser using the URL https://:8443/car/Logon.jsp. After the Cisco Unified CallManager CAR Logon window displays, enter your user ID and password in the User Name and Password fields. Remember that the CCMAdministrator account does not have access to Cisco Unified CallManager CAR.




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Cisco Unified CallManager CAR System Parameters—Mail Parameters Cisco Unified CallManager CAR reports can be sent by e-mail. To enable this feature, choose System Parameters > Mail Parameters and configure the e-mail account information, as shown in the figure.

Cisco Unified CallManager CAR System Parameters—Mail Parameters Menu Path: Cisco Unified CallManager CAR > System > System Parameters > Mail Parameters

• Set mail server user account and password. • Set the default domain (in case mail recipients are entered without domain information). • Set mail server name or IP address.


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Enter the e-mail ID and the password that is used by Cisco Unified CallManager CAR. This e-mail account must exist on the mail server. Every time a report is sent with the Cisco Unified CallManager CAR tool, this account is used. You also need to specify the mail domain and the mail server name. The mail domain is added automatically when only the name of the recipient (without any mail domain) is entered.

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Cisco Unified CallManager CAR System Parameters—Dial Plan Configuration The default dial plan in Cisco Unified CallManager CAR specifies the North American Numbering Plan (NANP). However, you can change the dial plan configuration.

Cisco Unified CallManager CAR System Parameters—Dial Plan Configuration Menu Path: Cisco Unified CallManager CAR > System > System Parameters > Dial Plan Configuration

• Define the toll-free numbers. • Specify clauses and set the appropriate call type. • Configure clauses with: – Activation check box – Condition – Number of digits – Pattern


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To configure the Cisco Unified CallManager CAR dial plan, define the parameters for outgoing call classifications. Call classifications include International, Local, Long Distance, On Net, and Others. For example, if on-net calls in the area are five digits in length, specify a row in the dial plan (first row in the figure above) as follows:

Condition: =

No. of Digits: 5

Pattern: !

Call Type: On Net

The table describes the parameters in the Dial Plan Configuration window and lists the possible values.




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Explanation of Parameters

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Parameter

Possible Values

Description

Condition

> < =

Condition of the rule—greater than (>), less than (<), or equal to (=) the specified value in the No. of Digits field.

No. of Digits

NA A digit

Number of digits in the directory number to which this rule should be applied. If the number of digits does not affect the rule, specify “NA.”

Pattern

G T ! X

Used for the call classification: ■

“G” means that the call is classified as specified in the rule (that is, G is a wildcard for the gateway area codes specified in the Gateway Configuration section).

■

“T” retrieves toll-free numbers.

■

“!” signifies multiple digits.

■

“X” signifies a single-digit number.

Call Type

International Local Long Distance On Net Others

Choose this call type if the condition is satisfied.

Toll Free Numbers

Digits

Numbers in the dial plan that can be called without a charge.




Cisco Unified CallManager CAR System Parameters—Gateway Configuration and System Preferences Setting Gateway Configuration and System Preferences options is also part of the initial Cisco Unified CallManager CAR configuration.

Cisco Unified CallManager CAR System Parameters— Gateway Configuration and System Preferences Menu Path: Cisco Unified CallManager CAR > System > System Parameters > Gateway Configuration

• Gateway configuration: – Area code

Menu Path:

– Maximum number of ports (used for gateway utilization calculation)

Cisco Unified CallManager CAR > System > System Parameters > System Preferences

• System preferences: – Company name that will be shown on bills


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Configure the gateways in Cisco Unified CallManager CAR before using the Cisco Unified CallManager CAR gateway reports, and update the gateway configuration every time a new gateway is added to Cisco Unified CallManager Administration. When you delete gateways in Cisco Unified CallManager Administration, they are automatically deleted in Cisco Unified CallManager CAR. Cisco Unified CallManager CAR uses the configured area code information to determine whether calls are local or long distance. Provide the maximum number of ports for each gateway to enable Cisco Unified CallManager CAR to generate the utilization reports. “G” is a wildcard for the gateway area codes used in dial plan configuration. Note

Cisco Unified CallManager CAR uses the values provided for the gateway when the gateway was added in Cisco Unified CallManager Administration. Therefore, some gateways will already have an area code setting or have a zero for maximum number of ports, depending on the details specified when the gateway was added in Cisco Unified CallManager Administration.

Cisco Unified CallManager CAR System Preferences allows the configuration of a company name. This name is printed on all bills generated by Cisco Unified CallManager CAR.




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Cisco Unified CallManager CAR Report Config—Rating Engine The Rating Engine parameters are used to calculate the cost of a call.

Cisco Unified CallManager CAR Report Config—Rating Engine Menu Path: Cisco Unified CallManager CAR > Report Config > Rating Engine > Duration

Menu Path: Cisco Unified CallManager CAR > Report Config > Rating Engine > Time of Day

Menu Path: Cisco Unified CallManager CAR > Report Config > Rating Engine > Voice Quality

Rating Engine settings include: • Call Duration • Time of Day • Voice Quality © 2006 Cisco Systems, Inc. All rights reserved.

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You can configure the base charge per block under Call Duration. A block refers to the time units that you are charged for. In the example shown in the figure, the base charge applies to units of six seconds. Under Time of Day, you can configure multiplication factors for daily time periods. Finally, you can configure multiplication factors for four voice quality categories (good, acceptable, fair, and poor).

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Cisco Unified CallManager CAR Report Config—Define QoS As shown in the figure, you can specify voice quality categories for calls.

Cisco Unified CallManager CAR Report Config—Define QoS Menu Path: Cisco Unified CallManager CAR > Report Config > Define QoS

Voice quality category can be defined based on: • Lost packets • Jitter • Latency


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The voice quality category can be configured based on any combination of the following values:

Lost packets

Jitter

Latency

These values are taken from the CMR that is generated at the end of a call.




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Cisco Unified CallManager CAR Database Management This topic describes how to manage the Cisco Unified CallManager CAR database.

Cisco Unified CallManager CAR Database Management Configuration Options • System > Scheduler > CDR Load: Determine when to load CDR or CMR files into Cisco Unified CallManager CAR database • System > Database > Manual Purge: Remove certain records (based on time) from Cisco Unified CallManager CAR database • System > Database > Configure Automatic Purge: Automatically remove records from Cisco Unified CallManager CAR database based on age and database utilization (watermarks) • CDR > Export CDR/CMR: For a specific date range, export records from Cisco Unified CallManager CAR database to CSV files, while removing additional CAR details • System > Log Screens > Event Log: Display information about daily database jobs (CDR load, database purge, and so on) © 2006 Cisco Systems, Inc. All rights reserved.

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The Cisco Unified CallManager CAR database can be managed by using the following tools:

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CDR Load: Specifies when to load CDR and CMR files into the Cisco Unified CallManager CAR database

Manual Purge: Removes records from the Cisco Unified CallManager CAR database based on time information

Automatic Purge: Automatically removes records from the Cisco Unified CallManager CAR database based on age and database utilization (watermarks)

Export CDR/CMR: Exports records from CAR database (tbl_billing_data and tbl_billing_error) to CSV files, while removing additional CAR information

Event Log: Displays information about daily database jobs such as CDR load or automatic purge




CDR Load Configuration The CDR Load menu can be used to enable and disable the loading of CDRs into the Cisco Unified CallManager CAR database.

CDR Load Configuration Menu Path: Cisco Unified CallManager CAR > System > Scheduler > CDR Load

• Enable or disable the loading of CDRs. • Specify the CDR load parameters: – Time – Loading interval – Duration • The CDRs should be loaded during nonbusiness hours.


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Configure the Load CDR & CMR area parameters:

Configure the time when the Cisco Unified CallManager CAR tool should start to load CDR data from the CDR database into the Cisco Unified CallManager CAR database.

The loading interval specifies how often the CDR entries will be loaded. The minimum interval is 15 minutes and the maximum is 24 hours.

You can define the duration of the loading interval to limit the loading time to a maximum length to minimize the impact on Cisco Unified CallManager resources during business hours.

In the Uninhibited Loading of CDR area, you can set a time range during which CDRs are continuously loaded, ignoring the load interval or duration time. When reports are not time-critical, you should enable CDR loading only outside business hours, because CDR loading uses a large amount of Cisco Unified CallManager resources.




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Manual Database Purge Storage in the Cisco Unified CallManager CAR database is limited, therefore the database has to be purged from time to time.

Manual Database Purge Menu Path: Cisco Unified CallManager CAR > System > Database > Manual Purge CAR Is the Only Option Select table.

Select date range.

Click Purge.


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The Cisco Unified CallManager CAR database can be purged manually:

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Step 1

In Cisco Unified CallManager CAR, choose System > Database > Manual Purge. Choose the database in the Select Database drop-down menu. The two options are Cisco Unified CallManager CAR and CDR.

Step 2

Choose the table to purge using the Select Table drop-down menu. Possible values are the CallDetailRecord, Tbl_Billing_Data, Tbl_Error_Log, and Tbl_Purge_History tables. The Table Information button displays an overview of the number of records in each of the tables and shows when the first and last records were stored in the database.

Step 3

To delete records, specify the Delete Records options. Database entries older than the date specified in the Older Than field or from the range of dates specified in the Between fields will be deleted.

Step 4

Click the Purge button.




Reload All Call Detail Records To delete the data in the Cisco Unified CallManager CAR database and reload the CDRs from flat files into the database, click the Reload All Call Detail Records button in the Manual Database Purge window.

Reload All Call Detail Records

Erase Cisco Unified CallManager CAR database and reload with all existing CDR and CMR records. Use to reclassify calls after dial plan updates, user-device association changes, call rate changes, and so on.


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You may want to reload the Cisco Unified CallManager CAR database if you want to reclassify calls after dial plan updates, user-device association changes, call rate changes, and so on. Performing this task may affect system performance. You can monitor the reload process by looking at the CDR load event log (System > Log Screens > Event Log).




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Automatic Database Purge The size of the Cisco Unified CallManager CAR database is 6 GB and is set at installation time. The Automatic Purge option enables the administrator to control the utilization of the Cisco Unified CallManager CAR database space.

Automatic Database Purge Menu Path: Cisco Unified CallManager CAR >System > Database > Configure Automatic Purge

• Controls the amount of data in the Cisco Unified CallManager CAR database by setting a high-water mark and low-water mark: – Low- and high-water marks are a percentage of the 6-GB Cisco Unified CallManager CAR database • Deletes records that are older than the number of days specified when the database size reaches the high-water mark • Enabled by default


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The administrator can specify the low-water mark and the high-water mark for the database as a percentage of the maximum (6-GB) Cisco Unified CallManager CAR database size. The Automatic Purge function monitors the Cisco Unified CallManager CAR database. When the database size reaches the low-water mark, the feature sends an e-mail alert to the administrator. When the database size reaches the high-water mark, Cisco Unified CallManager CAR deletes records from the Cisco Unified CallManager CAR database that are older than the specified deletion age. If there are no entries in the database that are older than the minimum age specified and the database is full, the oldest entries are deleted. Automatic purge is enabled by default with these default values:

Low Water Mark: 80 percent (of 6 GB)

High Water Mark: 90 percent (of 6 GB)

By default, when the database size reaches the high-water mark, the records that are older than 180 days are deleted.

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Cisco Unified CallManager CAR Automatic Reports This topic describes scheduled Cisco Unified CallManager CAR reports.

Scheduled Cisco Unified CallManager CAR Reports • Cisco Unified CallManager CAR can generate automatic reports: – Only supported for predefined reports – Daily, weekly, and monthly predefined automatic reports – CSV and PDF files formats supported – Reports can be sent by e-mail • Necessary configuration steps: 1. Configure options per predefined automatic report: • Enable or disable the report • Set the report format (CSV or PDF) • Enable or disable mail delivery of the report 2. Schedule (time of day, day of week or month) daily, weekly, and monthly reports


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Cisco Unified CallManager CAR can generate automatic reports. There are a number of predefined reports, which can be scheduled for automatic generation. The predefined reports are daily, weekly, or monthly reports and can be generated in .pdf or .csv format. Automatic reports can be sent by e-mail. To configure automatic reports, configure these options for each automatic report:

Enable or disable the report.

Set the report format (.csv or .pdf).

Enable or disable mail delivery of the report.

In addition, you have to configure scheduling options for daily, weekly, and monthly reports.




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Automatic Report Generation Option Configuration The figure shows the Automatic Report Generation/Alert Option window of Cisco Unified CallManager CAR.

Automatic Report Generation Option Configuration Menu Path: Cisco Unified CallManager CAR > System > Report Config > Automatic Generation/Alert Enable or disable selected report.

Choose report.


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In this window, choose one of the predefined reports, enable or disable the report, and click Customize Parameters to set the report format (.csv or .pdf) and enable or disable the mailing option.

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Scheduler Configuration for Automatic Reports As shown in the figure, you can configure when daily, weekly, and monthly reports should be generated using the options under System > Scheduler.

Scheduler Configuration for Automatic Reports Menu Path: Cisco Unified CallManager CAR > System > Scheduler > Daily/Weekly/Monthly

• Set time, day of week, day of month, and life.


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The schedulers are preconfigured:

Daily reports are generated every day at 1 a.m.

Weekly reports are generated every Sunday at 4 a.m.

Monthly bills are generated on the first day in the month at 3 a.m., and other reports are generated at 2 a.m., also on the first day in the month.

The Life field in the schedule configuration specifies the number of days, weeks, or months (depending on the type of the schedule) that the reports are stored on the system. Choose the desired value; for example, for weeks, from 0 to 12. After the configured lifetime has elapsed, the reports are deleted.




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Cisco Unified CallManager CAR User Levels and Report Types This topic describes Cisco Unified CallManager CAR user levels and report types.

Cisco Unified CallManager CAR User Levels There are three user levels in Cisco Unified CallManager CAR: • Administrator: Users have this level when they are a member of a group that has the role Standard Admin Rep Tool Admin assigned. • Manager: Users have this level as soon as their user ID is entered in the Manager User ID field of one or more users. • User: Every end user has this level.


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The menu options visible to the user in the Cisco Unified CallManager CAR tool depend on the level assigned to the user. Cisco Unified CallManager CAR provides reporting capabilities for three levels of users:

Administrators have access to all Cisco Unified CallManager CAR reports. Cisco Unified CallManager CAR users have this level when they log in with a username that is a member of a group that has the role Standard Admin Rep Tool Admin assigned.

Managers can generate reports for users, their department, and QoS. Cisco Unified CallManager CAR users have this level when they log in with a username that is entered in the Manager User ID field of one or more users.

Individual users can generate a billing report only for their own calls. Cisco Unified CallManager CAR users have this level when they log in with any other end-user username.

Note

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To access the Cisco Unified CallManager CAR tool, browse to https://:8443/car/.




Cisco Unified CallManager CAR Report Types Cisco Unified CallManager CAR reports are organized into three report types.

Cisco Unified CallManager CAR Report Types


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These report types are as follows:

User reports: Bills, Top N, Cisco IPMA, and Cisco IP Phone Services. Bills can be generated for individual users, groups of users, or all users. With the Top N report, it is easy to find, for example, the top five users with the highest cost, longest call duration, or highest number of calls.

System reports: QoS, Traffic, FAC/CMC, Malicious Call Details, Precedence Call Summary, System Overview, and CDR Error. With these reports, it is possible to find part of the network where QoS does not work properly or where there is more traffic than planned in the design phase. FAC and CMC reports provide information about calls that require an authorization code or calls that are flagged with a certain client matter code. Based on the entered client matter code, you can easily create reports of calls that relate to a certain customer or project.

Device reports: Gateway, Route Plan, Conference Bridge, and Voice Messaging. Device reports are useful when you want to monitor the usage of a specific device, such as a gateway or voice-mail port.




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Report and User Type Matrix The figure shows the reports that can be generated by each user level.

Report and User Type Matrix

Administrator

Manager

User

User Reports

9

Bills, Top N (of managed users)

Bills (only their own)

System Reports

9

QoS

8

Device Reports

9

8

8


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The administrator can generate all types of reports: user reports, system reports, and device reports. Managers can generate only parts of the user and system reports, such as billing, Top N, and QoS reports, and only for employees who report directly or indirectly to the manager. Users can check only their own bills, in general or in detail, and send the report by e-mail.

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Cisco Unified CallManager CAR User Report Generation This topic describes how to create a user report.

User Report Generation Menu Path: Cisco Unified CallManager CAR > User Reports > Bills > Individual

• Browse to https://:8443/car/Logon.jsp. • Users can generate bills only for themselves (data privacy). • View or send reports via e-mail. © 2006 Cisco Systems, Inc. All rights reserved.

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End users can access the Cisco Unified CallManager CAR tool by browsing to https://:8443/car/ and by logging in with their username and password. End users have limited access to the CDR database and can generate reports only for their own calls. This limitation helps ensure the privacy of the call data for users. An end user can generate an individual bill as a summary or in detail. To generate a report, choose the report type, set the time range and the report format, and click the View Report button to display the report or the Send Report button to send the report by e-mail.




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User Report Example: View Report The figure shows an example for a user report.

User Report Example: View Report


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In this example, the user clicked the View Report button after specifying PDF format, and the individual bill was generated.

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User Report Example: Send Report The example shows the Mail To window that appears when the user clicks the Send Report button.

User Report Example: Send Report • Enter the recipients of the report. • The PDF is automatically attached. • The subject is predefined. • Optionally, add a message to the e-mail. • Click Send.


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In this window, the user enters the e-mail recipients. Users can edit the predefined subject of the e-mail and enter text in the e-mail body field. The report is sent by e-mail after the user clicks the Send button.




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Summary • Cisco Unified CallManager collects call information in CDRs and CMRs for later analysis, reporting, or billing. Cisco Unified CallManager CAR is a tool integrated into Cisco Unified CallManager. • CDR collection has to be enabled, and disk utilization parameters and billing servers have to be configured. • Cisco Unified CallManager CAR initial configuration includes activation of services and configuration of system parameters. • Cisco Unified CallManager CAR uses its own database. Database management includes the configuration of disk utilization parameters and the time ranges when CDRs and CMRs should be loaded into the Cisco Unified CallManager CAR database.


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Summary (Cont.) • Cisco Unified CallManager CAR supports automatic generation of daily, weekly, and monthly reports. • Cisco Unified CallManager CAR users can have various levels, providing access to different ranges of reports. • Cisco Unified CallManager CAR users with the lowest level (user level) can generate bills only for themselves.


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Lesson 5

Using Additional Management and Monitoring Tools Overview Cisco Unified CallManager supports management by Simple Network Management Protocol (SNMP) and ships with additional tools that simplify Cisco Unified CallManager administration or allow management and monitoring using special features provided by Cisco Unified CallManager. This lesson explains Cisco Unified CallManager SNMP support and describes additional tools such as dependency records, Cisco Unified CallManager Dialed Number Analyzer, and Quality Report Tool (QRT).

Objectives Upon completing this lesson, you will be able to use additional management and monitoring tools. This ability includes being able to meet these objectives:

Explain the use of SNMP and Cisco Unified Operations Manager in remotely managing and maintaining a Cisco Unified CallManager system

Explain the use of dependency records, enable them, and access them

Use Cisco Unified CallManager Dialed Number Analyzer to analyze inbound and outbound calls in a Cisco Unified CallManager dial plan

Configure the QRT feature to display IP phone problem reports from users


SNMP Management This topic describes Cisco Unified CallManager SNMP support.

SNMP Management Overview Cisco SRST

PSTN

Management Station

Remote Site

IP WAN

Headquarters

Cisco Unified CallManager Express

Remote Site

• Cisco Unified CallManager and other components of Cisco Unified Communications solutions such as gateways can be managed by SNMP. © 2006 Cisco Systems, Inc. All rights reserved.

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Network management software performs specific tasks to monitor and manage the health and availability of devices in a network. SNMP management systems are typically used in largescale data or voice networks.

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Cisco Unified Operations Manager Overview Cisco Unified Operations Manager provides a unified view of the entire IP communications infrastructure and presents the current operational status of each of the elements of the IP communications network.

Cisco Unified Operations Manager Overview Cisco Unified Operations Manager can be used to: • Manage network devices—Gateways, switches • Manage IP telephony devices—Cisco Unified CallManager, Cisco Unity, IP phones • Monitor devices—Send alarms and alerts to e-mail addresses, pagers, and CiscoWorks clients


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Cisco Unified Operations Manager provides a unified view of the entire IP communications infrastructure and presents the current operational status of each of the elements of the IP communications network. It continuously monitors the operational status of various IP communications elements, such as Cisco Unified CallManager, Cisco Unified CallManager Express, Cisco Unity software, Cisco Unity Express, Cisco IP Contact Center, and Cisco gateways, routers, and phones and provides diagnostic capabilities for faster trouble isolation and resolution. Monitoring features include the ability to send alarms and alerts to e-mail recipients, pagers, and CiscoWorks clients.




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SNMP Refresher SNMP, an industry-standard interface, is an application layer protocol that is part of the TCP/IP protocol suite. SNMP enables administrators to remotely manage network performance, find and solve network problems, and plan for network growth. Network management systems (NMSs) use SNMP to exchange management information between network devices.

SNMP Refresher • SNMP is a protocol that facilitates the exchange of management information between network devices (for example, Cisco Unified CallManager and network management software) • SNMP versions: – SMNPv1 – SNMPv2 – SNMPv3 • Consists of three key components: – Managed devices – Agents – Network management systems


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Three versions of SNMP exist:

SNMP version 1 (SNMPv1)



SNMPv1 and SNMPv2 have a number of common features but SNMPv2 offers enhancements, such as additional protocol operations. SNMPv3 specifications primarily add security and remote configuration capabilities to SNMP. An SNMP-managed network comprises three key components:

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Managed devices: A managed device designates a network node that contains an SNMP agent and resides on a managed network. Managed devices collect and store management information and make it available by using SNMP.

Agents: An agent, as network management software, resides on a managed device. An agent contains local knowledge of management information and translates it into a form that is compatible with SNMP.

NMSs: An NMS consists of an SNMP management application together with the computer on which it runs. An NMS executes applications that monitor and control managed devices. An NMS provides the bulk of the processing and memory resources that are required for network management. These NMSs are compatible with Cisco Unified CallManager: —

CiscoWorks2000

—

HP OpenView




—

Third-party applications that support SNMP and Cisco Unified CallManager SNMP interfaces

This list specifies Cisco Unified CallManager SNMP trap messages that are sent to an NMS that is specified as a trap receiver:

Cisco Unified CallManager failed

Phone failed

Phones status update

Gateway failed

Media resource list exhausted

Route list exhausted

Gateway Layer 2 change

Quality report

Malicious call

SNMP itself is a simple request-and-response protocol. NMSs can send multiple requests without receiving a response. Six SNMP operations are defined in the table. SNMP Operations Operation

Definition

Get

Allows the NMS to retrieve an object instance from the agent.

GetNext

Allows the NMS to retrieve the next object instance from a table or list within an agent. In SNMPv1, when an NMS wants to retrieve all elements of a table from an agent, it initiates a Get operation, followed by a series of GetNext operations.

GetBulk

New for SNMPv2. The GetBulk operation was added to make it easier to acquire large amounts of related information without initiating repeated GetNext operations. GetBulk was designed to virtually eliminate the need for GetNext operations.

Set

Allows the NMS to set values for object instances within an agent.

Trap

Used by the agent to asynchronously inform the NMS of some event. The SNMPv2 Trap message is designed to replace the SNMPv1 Trap message.

Inform

New for SNMPv2. The Inform operation was added to allow one NMS to send trap information to another.




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Cisco Unified CallManager Release 5.0 Supported MIBs The figure lists the MIBs supported in Cisco Unified CallManager Release 5.0.

Cisco Unified CallManager Release 5.0 Supported MIBs • CISCO-CCM-MIB—Contains information about the local Cisco Unified CallManager and its associated devices. • CISCO-CDP-MIB—Enables Cisco Unified CallManager to advertise itself to other Cisco devices on the network. • CISCO-SYSLOG-MIB—Provides fault and recovery notification via syslogs. Generates trap for every syslog message with severity above the user-set severity level. • MIB2 (Standard)—Provides access to variables that are defined in RFC 1213, such as interfaces and IP. • SYSAPPL-MIB—Provides information about the installed applications, components, and processes that are running on the system. • HOST-RESOURCES-MIB (Standard)—Provides host information, such as storage resources, process tables, device information, and installed software base.


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A new MIB, called the CISCO-SYSLOG-MIB, was added with Cisco Unified CallManager Release 5.0. This MIB provides fault and recovery notification through syslogs. It also generates a trap (Inform) for every syslog message with a severity above the user-defined severity level. See the Cisco Unified CallManager Serviceability System Guide, Release 5.0(2), for details on the MIB objects at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/5_0/service/serv502/ccmsrvs /sssnmp.htm#wp1041745.

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Cisco Unified CallManager Agent Activation To support SNMP, Cisco Unified CallManager uses the services listed in this figure and the next, which display in the Service Activation or Control Center windows in Cisco Unified CallManager Serviceability.

Cisco Unified CallManager Agent Activation

•

Implements the CISCO-CCM-MIB

•

Provides SNMP access to provisioning and statistical information

•

Activate on all nodes in the cluster if you use SNMP


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The figure shows the first of these services, the Cisco Unified CallManager SNMP service. This service provides SNMP access to provisioning and statistics information that is available for Cisco Unified CallManager and implements the CISCO-CCM-MIB. If you use SNMP, activate this service on all servers in the cluster (choose Tools > Service Activation).




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Other Agents Activation or Verification The figure shows SNMP agents (network services) that are automatically activated.

Other Agents Activation or Verification

Server Name or IP Address

Status

Other Service Agents

Automatically activated © 2006 Cisco Systems, Inc. All rights reserved.

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These network services include the following:

SNMP Master Agent: This service, which acts as the agent protocol engine, provides authentication, authorization, access control, and privacy functions that relate to SNMP requests. After you complete SNMP configuration in Cisco Unified CallManager Serviceability, you must restart the SNMP Master Agent service in the Control Center—Network Features window.

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MIB2 Agent: This service provides SNMP access to variables that are defined in RFC 1213; for example, system, interfaces, IP, and so on.

Host Resources Agent: This service provides SNMP access to host information, such as storage resources, process tables, device information, and installed software base. This service implements the HOST-RESOURCES-MIB.

System Application Agent: This service implements the SYSAPPL-MIB to provide a system-level view of the installed applications and their status.

Native Agent Adaptor: This service allows you to forward requests from an SNMP master agent to a native SNMP agent running on the same system. Native SNMP agents support vendor MIBs only.

Cisco CDP Agent: This service uses Cisco Discovery Protocol (CDP) to provide SNMP access to network connectivity information on the Cisco Unified CallManager node. This service implements the CISCO-CDP-MIB.

Cisco Syslog Agent: This service supports gathering of syslog messages that various Cisco Unified CallManager components generate and enables syslog messages to be converted to SNMP traps. This service implements the CISCO-SYSLOG-MIB.




SNMP Configuration Configuration of SNMP is important in order to retrieve any MIB data and to receive notifications when a fault occurs.

SNMP Configuration

Configure SNMP settings.


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For any SNMP configuration changes to take effect, the SNMP Master Agent service needs to be restarted on all servers. You can restart the service after each configuration update or after all the configuration steps are completed through the Service Control Center window.




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SNMP Submenus The figure shows the SNMP menu options.

SNMP Submenus • The V1/V2c menu is used to configure the SNMP community string and notification destination. • The V3 submenu is used to configure SNMPV3 parameters. • The system group submenu is used to configure the MIB-II system group system contact and system location objects.


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These are the SNMP menu options:

V1/V2c: The V1/V2c menu provides you with the settings necessary to use SNMPv1 and SNMPv2c: —

Because the SNMP agent provides security by using community strings, you must configure the community string to access any MIB in a Cisco Unified CallManager system. Change the community string to limit access to the Cisco Unified CallManager system.

—

To define the notification destination, the destination to which SNMP traps are sent, use the Notification Destination submenu.

V3: The V3 menu provides you with the settings necessary to use SNMPv3: —

To define the user that is used to authenticate within the SNMPv3 environment, use the User submenu.

—

To define the notification destination, the destination to which SNMP traps are sent, use the Notification Destination submenu.

MIB2 System Group: Cisco Unified CallManager Serviceability provides the MIB2 System Group Configuration window: —

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Here you can configure the system contact and system location objects for the MIBII system group. For example, you could enter “Administrator, 555-0121” for the system contact and “San Jose, Bldg 23, 2nd floor” for the system location.




Adding Notification Destinations for SNMPv1 and SNMPv2c To add a SNMP notification destination for SNMPv1 and SNMPv2c, follow the steps outlined in the figure.

Adding Notification Destinations for V1/V2c 1. Choose SNMP>SNMP V1/V2c. 2. Choose Notification Destination. 3. Choose the server from the drop-down list. 4. Click Add New and enter the details, such as IP address of the destination host, port number, community string, and version of the notification. 5. Click Insert. Apply the community string to all nodes. © 2006 Cisco Systems, Inc. All rights reserved.

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Choose SNMP > SNMP V1/V2c.

Step 2

Choose Notification Destination.

Step 3

Choose the server from the drop-down menu.

Step 4

Click Add New and enter the details, such as the IP address of the destination host, port number, community string, and version of the notification.

Step 5

Click Insert.




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Adding SNMPv3 Users To add SNMPv3 users, follow the steps outlined in the figure.

Adding SNMPv3 Users 1. Choose SNMP > SNMP V3. 2. Choose User. 3. Choose the server from the drop- down list. 4. Click Add New and enter the details, such as username, authentication protocol, privacy protocol, authentication and privacy passwords. 5. Click Insert.


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These steps are as follows:

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Step 1

Choose SNMP > SNMP V3.

Step 2

Choose User.

Step 3

Choose the server from the drop-down menu.

Step 4

Click Add New and enter the details, such as username, authentication protocol, privacy protocol, authentication, and privacy passwords.

Step 5

Click Insert.




Dependency Records This topic describes the use of dependency records in a Cisco Unified CallManager environment.

Dependency Records Administrator tries to delete a device pool.

Error Message: “…still being referenced.”

Which devices use this device pool?

Dependency Records


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In Cisco Unified CallManager Administration, numerous configuration elements are referenced by other elements (for example, a route pattern refers to a route list, which refers to a route group, which refers to a gateway). In many cases, you cannot delete or even modify such elements if they are currently referenced elsewhere in the system. It can be difficult and timeconsuming to find out which configuration element is referencing the element that you are trying to delete or modify. The feature that allows you to determine references between configuration elements in Cisco Unified CallManager is called “dependency records.”

Example The administrator tries to delete a device pool. A message is displayed announcing that some devices still use this pool. The administrator can use dependency records to find out which devices use this device pool.




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Enabling Dependency Records Because dependency records are disabled by default, you must enable them using Cisco Unified CallManager Administration if you want to use them.

Enabling Dependency Records • Choose Cisco CallManager Administration > System > Service Parameters. • Set the value to True to display dependency records. • Displaying dependency records leads to high CPU usage and takes time; it executes in a low-priority thread.


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To enable dependency records, set the Enable Dependency Records enterprise parameter, which is found in the CCMAdmin Parameters group, to True. To get to the enterprise parameter configuration window, choose System > Enterprise Parameters in Cisco Unified CallManager Administration.

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Accessing Dependency Records Dependency Records are accessed using the Related Links function, which is located at the top right corner of the configuration page of the element for which you want to see the dependency records.

Accessing Dependency Records

• Dependency records can be found on many of the configuration pages in Cisco Unified CallManager Administration. • In this example, Choose Dependency Records to see all devices or items using device pool Default. © 2006 Cisco Systems, Inc. All rights reserved.

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Choose Dependency Records from the Related Links menu and click OK; the Dependency Records Summary window appears. In the example shown in the figure, dependency records are requested for the device pool Default.




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Dependency Records Summary The Dependency Records Summary window displays the number and types of records that use the configuration element from which the dependency records have been requested.

Dependency Records Summary • The Summary window shows the dependency records only by type and number. • To get detailed information about a type, click the entry. • From the detailed list, click an entry to get to the configuration page of that device.


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To display more detailed dependency records information, click the corresponding type. In the example shown in the figure, Phone records have been selected. In the Dependency Records Detail window, all phones that refer to the device pool Default are listed. You can click a single phone in the Dependency Records Detail window to go to the configuration window of the corresponding device.

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Cisco Unified CallManager Dialed Number Analyzer This topic describes Cisco Unified CallManager Dialed Number Analyzer.

Cisco Unified CallManager Dialed Number Analyzer

Cisco Unified CallManager Dialed Number Analyzer can be used to verify dial plans. Administrator 912425551234

PSTN PSTN The call is simulated in Cisco Unified CallManager Dialed Number Analyzer.


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Cisco Unified CallManager Dialed Number Analyzer is a feature integrated into Cisco Unified CallManager. The tool allows you to test a Cisco Unified CallManager dial plan configuration by simulating calls using the existing configuration or simulating calls using a changed dial plan configuration before you deploy it.




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Cisco Unified CallManager Dialed Number Analyzer Overview Cisco Unified CallManager Dialed Number Analyzer can be used in several ways.

Cisco Unified CallManager Dialed Number Analyzer Overview • Features: – Diagnose the dial plans in a deployed system – Tune predeployment dial plans – Trace path for given dialed digits • Considers different types of the calls, such as: – IP phone to IP phone – Gateway to IP phone – IP phone to gateway – Gateway to gateway – Calls to feature-specific patterns


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You can use Cisco Unified CallManager Dialed Number Analyzer to diagnose dial plans after the dial plan is deployed or to tune and test dial plans before deployment. A dial plan can be very complex, involving multiple devices, translation patterns, route patterns, route lists, route groups, calling- and called-party transformations, and device-level transformations. Because of this complexity, a dial plan may contain errors. You can use Cisco Unified CallManager Dialed Number Analyzer to test a dial plan by providing dialed digits as input. The tool analyzes the dialed digits and shows details of the “calls.” You can use these results to diagnose the dial plan, identify problems, if any, and tune the dial plan before it is deployed. With Cisco Unified CallManager Dialed Number Analyzer, you can analyze various types of calls, such as IP phone-to-IP phone, gateway-to-IP phone, IP phone-to-gateway, and gatewayto-gateway calls. Further, you can analyze calls to feature-specific patterns, such as computer telephony integration (CTI) route points or pilot points.

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Accessing Cisco Unified CallManager Dialed Number Analyzer There are two options to access Cisco Unified CallManager Dialed Number Analyzer.

Accessing Cisco Unified CallManager Dialed Number Analyzer • Activate the Cisco Unified CallManager Dialed Number Analyzer service, and the Dialed Number Analyzer option appears under the Serviceability > Tools menu. • You can also access it at:

https://:8443/dna. © 2006 Cisco Systems, Inc. All rights reserved.

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You can access Cisco Unified CallManager Dialed Number Analyzer by using Cisco Unified CallManager Serviceability and choosing Tools > Dialed Number Analyzer (when the Cisco Unified CallManager Dialed Number Analyzer feature service is activated on the node). You can also access Cisco Unified CallManager Dialed Number Analyzer by using the URL https://:8443/dna where specifies the node name or IP address on which the Cisco Unified CallManager Dialed Number Analyzer feature service is running.




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Cisco Unified CallManager Dialed Number Analyzer—Analyzer Input The figure shows an example of the Analyzer window in the Cisco Unified CallManager Dialed Number Analyzer.

Cisco Unified CallManager Dialed Number Analyzer—Analyzer Input

Insert test calling number. Insert test dialed digits. Choose calling search space for inserted numbers. Click Do Analysis to start the analysis. © 2006 Cisco Systems, Inc. All rights reserved.

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The analysis involves entering calling-party and called-party digits in the Cisco Unified CallManager Dialed Number Analyzer tool and choosing a calling search space for the analysis. Cisco Unified CallManager Dialed Number Analyzer uses this calling search space and analyzes the dialed digits. You need not choose specific devices or provide any other input. Cisco Unified CallManager Dialed Number Analyzer allows you to analyze a route pattern, translation pattern, directory number, or CTI route point. Further, beginning with Cisco Unified CallManager Release 4.1, the Cisco Unified CallManager Dialed Number Analyzer tool supports call coverage, H.323 FastStart, Hospitality, trunk-to-trunk transfer, Forced Authorization Codes (FAC) and Client Matter Codes (CMC), BRI, Multilevel Precedence and Preemption (MLPP), U.S. Department of Defense (DoD) requirements, Q Signaling (QSIG), and time-of-day features. Cisco Unified CallManager Dialed Number Analyzer added support for new session initiation protocol (SIP) features, which were introduced with Cisco Unified CallManager Release 5. In this example, a call between 2001 and 3004 with no calling search space is analyzed. The Calling Party and the Dialed Digits fields are mandatory. When you want to test, for example, time-of-day routing, you can specify a time zone as well. After you have specified all values, click the Do Analysis button to start the analysis.

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Cisco Unified CallManager Dialed Number Analyzer—Example for a Routed Call: Summary View The figure displays the result of the analyzed call between 2001 and 3004 (in collapsed view).

Cisco Unified CallManager Dialed Number Analyzer— Example for a Routed Call: Summary View

Click Expand All to get more information about the call. Is the call routed or restricted? Is the call an on-net or an off-net call?


CIPT2 v5.0—1-20

For complete information, click the Expand All button. The match result information is the first point to check. Is the call routed correctly or is it restricted? RouteThisPattern means that the call is routed correctly. The time zone, especially important when using time-of-day routing, is also displayed. Further, for troubleshooting, the off-net pattern value is interesting. When you want to block off-net-to-off-net transfers, you can check this information for whether the correct classification is being used. In this case, the call between 2001 and 3004 is internal, and the call is not classified as on-net.




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Cisco Unified CallManager Dialed Number Analyzer—Example for a Routed Call: Detailed View After you click the Expand All button, you see more detailed information for the call, as shown in the figure.

Cisco Unified CallManager Dialed Number Analyzer—Example for a Routed Call: Detailed View

Calling Search Spaces of the Calling Party

Matching Number, Partition, and Time Schedule


CIPT2 v5.0—1-21

In the Calling Party Information area, the calling-party number (2001) and the corresponding line and device calling search spaces can be seen. In the Matched Partition Information area, the matching number (3004), the partition, and the time schedule are shown.

Cisco Unified CallManager Dialed Number Analyzer— Example for a Routed Call: Detailed View (Cont.)

Are any forwarding fields defined for the destination?

Type, Status, and Name of the Device


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CIPT2 v5.0—1-22


The Forwarding Information area provides information that can be helpful when looking for toll fraud in call forwarding. Forwarding Information can be found in the Directory Number subsection, which provides details about all possible call forwarding settings. If the destination of the call is an internal device, you will also see details about the device. These details include the device type (phone model), the device status (registered or unregistered), and the device name.

Cisco Unified CallManager Dialed Number Analyzer—Example for a Blocked Call: Summary View The figure shows an example of a blocked call using the collapsed view.

Cisco Unified CallManager Dialed Number Analyzer— Example for a Blocked Call: Summary View

Click Expand All to get more information about the call. Is the call routed or restricted?


CIPT2 v5.0—1-23

The call shown in the figure was placed to a public switched telephone network (PSTN) destination using a frequently exploited area code (242—Bahamas). The match result is BlockThisPattern, so the call was blocked. To see all information about this analyzed call, click the Expand All button.




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Cisco Unified CallManager Dialed Number Analyzer—Example for a Blocked Call: Detailed View The expanded view provides more information about the call.

Cisco Unified CallManager Dialed Number Analyzer— Example for a Blocked Call: Detailed View

Destination: Dialed Digits, Route Pattern, Called Number

On-Net or Off-Net Call?

Gateway


CIPT2 v5.0—1-24

When examining the differences between the dialed digits, the matched route pattern, and the called-party number, you see that the access code 9 is not shown in the called-party number. This indicates that the matched route pattern is configured to strip off the access code. The call is classified as an off-net call. The end device is the gateway that should be used by this route pattern. However, because the route pattern is configured to block the call, the gateway configuration and digit manipulation settings are not relevant. Tip

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With Cisco Unified CallManager Dialed Number Analyzer, you can easily determine what route pattern is matched and why a call is blocked. Cisco Unified CallManager Dialed Number Analyzer is a very useful tool for dial plan troubleshooting.




Quality Report Tool This topic describes the Quality Report Tool (QRT), which can be used by end users to report IP phone problems.

QRT Overview • QRT is a voice-quality reporting tool integrated into Cisco Unified CallManager. • QRT allows users to report calls with quality problems or general problems such as missing dial tones by pressing the QRT softkey on the IP phone. • Details about affected call are sent to Cisco Unified CallManager and stored on the server hard disk. • Stored data can be analyzed using QRT Viewer (part of Cisco Unified CallManager RTMT). • Two user interview modes are supported.


CIPT2 v5.0—1-25

QRT is a voice-quality and general problem-reporting tool for Cisco IP phones. With QRT, there is a softkey available on the IP phone that allows users to report audio and other general problems with the IP phone. When a user reports problems using QRT, details about the affected call are sent to Cisco Unified CallManager and stored on the server disk. The stored QRT data can be analyzed using the QRT Viewer, which is part of Cisco Unified CallManager Real-Time Monitoring Tool (RTMT). QRT was introduced in Cisco CallManager Release 3.3. Cisco Unified CallManager Release 5.0 supports the following features:

Two user interview modes: interview mode and silent mode.

Unicode support for languages that require multibyte characters, for example, Japanese and Chinese. Note that the QRT softkey itself is not localized.

QRT on SIP phones is available on the Cisco Unified IP Phone 7911, 7941G, 7941G-GE, 7961G, 7961G-GE, and 7971 models. QRT on Skinny Client Control Protocol (SCCP) phones is available on all current models that support softkeys.

The QRT softkey can be enabled for the Connected, Connected Conference, Connected Transfer, and On Hook state.




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User Interface Modes Two interfaces, silent mode and interview mode, are supported.

User Interface Modes • Two user interface modes are supported. – Interview mode: User is presented with extended menu choices. This mode lets the user provide additional details related to audio quality (reason codes). It also lets the user submit a report for problems not related to audio quality, such as phone recently rebooted or cannot make calls. – Silent Mode (default): User is not presented with extended menu choices. When users press the QRT softkey, streaming statistics are collected and report is logged without further user interaction. • Cisco Extended Functions service parameter named “Display Extended QRT Menu Choices” is used to configure the mode.


CIPT2 v5.0—1-26

They work as follows:

Silent mode: The user is not presented with extended menu choices. When users press the QRT softkey, the streaming statistics are collected and the report is logged without further user interaction. This mode is supported only when the phone is in the Connected, Connected Conference, or Connected Transfer state.

Interview mode: The user is presented with extended menu choices. This mode is supported when the phone is in the Connected or On Hook state. This mode lets the user provide additional details related to audio quality (reason codes). It also lets the user submit a report for problems that are not related to audio quality, such as a phone that recently rebooted or that cannot make calls.

A Cisco Extended Services Functions service parameter named “Display Extended QRT Menu Choices” is used to configure the mode. The default is False (silent mode). To enable interview mode, change this service parameter to True.

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Extended Menu Choices: Interview Mode The figure shows an example for QRT using interview mode.

Extended Menu Choices: Interview Mode 2

3

1

1. User presses QRT softkey.

4

2. User is prompted to select a problem category. 3. User is prompted to choose a reason code. 4. User is sent an acknowledgment. © 2006 Cisco Systems, Inc. All rights reserved.

CIPT2 v5.0—1-27

In this example, the administrator has created new a softkey template and has associated that new softkey template with these Cisco Unified IP Phone 7960 phones. The phone in the example is in the On Hook state. The phone is set to operate in interview mode because the clusterwide service parameter Display Extended QRT Menu Choices is set to False. When the user presses the QRT softkey, he or she is presented with a menu of categories. When the user chooses the category Problems with Last Call, the corresponding Reason Code window appears. When the user chooses a reason code, the acknowledgment screen is displayed.




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Extended Menu Choices: Silent Mode The figure shows an example of QRT using silent mode.

Extended Menu Choices: Silent Mode 2 1

1. User presses QRT softkey. 2. User is sent an acknowledgment.


CIPT2 v5.0—1-28

In this example, the administrator has created a new softkey template and has associated that softkey template with these Cisco Unified IP Phone 7960 phones. The phone in the example is in the On Hook state. The administrator has turned off interview mode by setting the Display Extended Menu Choices service parameter to False (silent mode). When the QRT softkey is pressed, the user is not prompted with a Reason Code window. Instead, the user is sent an immediate acknowledgment.

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QRT Configuration Steps QRT is not on by default.

QRT Configuration Steps 1. Activate the Cisco Extended Functions service (feature service) in Cisco Unified CallManager Serviceability. 2. Set the Extended Functions service parameter Display Extended QRT Menu Choices to interview mode. 3. Add the QRT softkey to the phones that should be able to use QRT for these states: – Connected – Connected Conference – Connected Transfer – On Hook


CIPT2 v5.0—1-29

Enabling QRT includes three major steps.: Step 1

Activate the Cisco Extended Functions feature service by choosing Cisco Unified CallManager Serviceability > Tools > Service Activation.

Step 2

Set the Extended Services Functions service parameter Display Extended QRT Menu Choices to interview mode. The default is False (silent mode). To enable interview mode, change this service parameter to True.

Step 3

Add the QRT softkey to the phones that should be able to use the feature. The QRT softkey can be added to the following phone states: Connected, Connected Conference, Connected Transfer, and On Hook.




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Viewing QRT Reports QRT reports are sent from the IP phone and stored on the local Cisco Unified CallManager disk in Extended Markup Language (XML) format.

Viewing QRT Reports

1 Display the QRT log files using Query Wizard or Local Browse.

• QRT Viewer is part of Trace and Log Central of Cisco Unified CallManager RTMT. QRT log files are named qrtXXX.xml. © 2006 Cisco Systems, Inc. All rights reserved.

CIPT2 v5.0—1-30

You can view the IP phone problem reports that QRT generates by using the QRT Viewer, which is part of the Trace and Log Central component of Cisco Unified CallManager RTMT. The QRT Viewer allows you to filter, format, and view phone problem reports that have been generated. The QRT Viewer displays the log file entries by using the Query Wizard or Local Browse option. Only log files from the Cisco Extended Functions service contain QRT information. The format for the log file name that contains QRT data is qrtXXX.xml.

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Viewing QRT Reports (Cont.)

2

Choose filtering options.

3 Display records.

Customize the contents and format of the report. © 2006 Cisco Systems, Inc. All rights reserved.

CIPT2 v5.0—1-31

From the QRT Viewer window, you have a number of filtering and formatting options. You can filter reports by the extension, device, problem category, or additional criteria, such as source device IP or directory number. The order in which you choose the fields determines the order in which they appear in the QRT Report Result pane. To view the report in the QRT Report Result pane, click Display Records.




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Summary • Cisco Unified CallManager, as part of the Cisco Unified Communications solution, supports management by SNMP. Cisco Unified Operations Manager is the recommended SNMP management system to manage Cisco Unified Communications deployments. • Dependency records help in determining which configuration elements of Cisco Unified CallManager are associated with other configuration elements. • Cisco Unified CallManager Dialed Number Analyzer is a tool to diagnose, tune, and test deployed dial plans as well as to test dial plan changes before deployment. • QRT helps administrators to identify and resolve quality problems in an IP telephony network. End users can use this tool to report errors.


CIPT2 v5.0—1-32

References For additional information, refer to this resource:

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Cisco Systems, Inc. Cisco Unified CallManager Serviceability System Guide, Release 5.0(2), for details on MIB objects at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/5_0/service/serv502/ccm srvs/sssnmp.htm#wp1041745.




Module Summary This topic summarizes the key points that were discussed in this module.

Module Summary • Cisco Unified CallManager Serviceability includes tools for alarm configuration, service activation, and service control. • The Cisco Unified CallManager RTMT is a monitoring tool installed on an administrator PC. It can be used to monitor the system and to generate alerts. • Cisco Unified CallManager can write alarms and trace information to files stored on the local hard disk. Cisco Unified CallManager RTMT can be used to analyze these files remotely or to collect the files to an administrator PC for local analysis. • Cisco Unified CallManager CAR tool is used to analyze calls and generate reports about call activities. • Cisco Unified CallManager supports SNMP for remote management and includes additional tools, such as dependency records, Cisco Unified CallManager Dialed Number Analyzer, and QRT.


CIPT2 v5.0—1-1

This module described the maintenance tools that can be used with Cisco Unified CallManager. It started by describing Cisco Unified CallManager Serviceability features, such as the configuration of alarms and management of services. The module also explained how the Cisco Unified CallManager Real-Time Monitoring Tool (RTMT) can be used to monitor the system and individual devices. Cisco Unified CallManager alarm and trace configuration were discussed next, including information on how to collect and analyze traces using Cisco Unified CallManager RTMT. The module continued with a discussion of the Cisco Unified CallManager CDR Analysis and Reporting (CAR) tool that is used for call analysis and reports. At the end, this module described additional management and monitoring tools, such as Simple Network Management Protocol (SNMP), Cisco Unified CallManager Dialed Number Analyzer, Quality Report Tool (QRT), and dependency records and explained how they are used.




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Module Self-Check Use the questions here to review what you learned in this module. The correct answers and solutions are found in the Module Self-Check Answer Key. Q1)

Which statement is true about Cisco Unified CallManager Serviceability? (Source: Introducing Cisco Unified CallManager Serviceability) A) B) C) D)

Q2)

By default, what instance signs the Cisco Unified CallManager certificate needed for HTTPS access to Cisco Unified CallManager Administration and Serviceability? (Source: Introducing Cisco Unified CallManager Serviceability) A) A) B) C)

Q3)

Deactivated services cannot be started. Stopped services cannot be activated. Services can be started, stopped, or restarted. A stopped service needs to be activated before it can be started or restarted. Activated services cannot be stopped.

Which service provides real-time data to Cisco Unified CallManager RTMT? (Source: Monitoring Performance) A) B) C) D)

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Tools menu of Cisco Unified CallManager Serviceability Service menu of Cisco Unified CallManager Serviceability Service menu of Cisco Unified CallManager Administration System menu of Cisco Unified CallManager Serviceability

Which two statements are true about service control? (Choose two.) (Source: Introducing Cisco Unified CallManager Serviceability) A) B) C) D) E)

Q5)

CAPF Cisco Unified CallManager itself an enterprise CA the browser that accesses the web pages.

From which menu can you activate Cisco Unified CallManager services? (Source: Introducing Cisco Unified CallManager Serviceability) A) B) C) D)

Q4)

needs to be installed from the Cisco Unified CallManager Install Plugins window provides a configuration interface to configure extension directory numbers allows you to start, stop, or restart Cisco Unified CallManager services provides services to analyze traces

Cisco RIS Data Collector Cisco Serviceability Reporter Cisco AMC Cisco DirSync




Q6)

What is needed to use Cisco Unified CallManager RTMT? (Source: Monitoring Performance) A) B) C) D)

Q7)

Which feature of Cisco Unified CallManager RTMT simplifies repeated monitoring tasks? (Source: Monitoring Performance) A) B) C) D)

Q8)

e-mail notification trace download to file server (SFTP or FTP) trace download to file server (SFTP only) trace download to file server (FTP only) SNMP trap visible notification inside Cisco Unified CallManager RTMT pager notification

On what host and how should you start Cisco Serviceability Reporter? (Source: Monitoring Performance) A) B) C) D)

Q11)

all nodes that run the Cisco AMC service the first node, because it automatically becomes the primary collector the CSV files on the first node the node that has been configured as the primary collector all nodes, because the Cisco AMC service is running by default

What are three possible Cisco Unified CallManager RTMT alert actions? (Choose three.) (Source: Monitoring Performance) A) B) C) D) E) F) G)

Q10)

monitoring profiles Cisco LPM thresholds configuration profiles Cisco AMC service

Where does Cisco Unified CallManager RTMT collect log data from? (Source: Monitoring Performance) A) B) C) D) E)

Q9)

Establish a browser connection to Cisco Unified CallManager Serviceability so that the Cisco Unified CallManager RTMT web pages can be accessed. Download and install the Cisco Unified CallManager RTMT plug-in and start it locally from an administrator PC. Activate the Cisco Unified CallManager RTMT service. Only then you can access the application from Cisco Unified CallManager Serviceability > Tools. Download and install the Cisco Unified CallManager RTMT application to Cisco Unified CallManager (first node of the cluster) and start it from there.

install and run on a dedicated server that is not a Cisco Unified CallManager node enable using the Cisco Unified CallManager RTMT Reporter Node service parameter on a Cisco Unified CallManager non-call-processing node enable using a Cisco AMC service parameter on the primary collector enable using the Cisco Unified CallManager RTMT Reporter Node service parameter on the failover collector

The trend analysis report provided by Cisco Serviceability Reporter is the _____. (Source: Monitoring Performance)




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Q12)

To which destination does a scheduled collection transfer the trace files? (Source: Configuring Alarms and Traces) A) B) C) D)

Q13)

Alarms can be configured per _____. (Source: Configuring Alarms and Traces) A) B) C) D)

Q14)

D) E)

Troubleshooting Trace Settings Trace Configuration Troubleshooting Configuration Trace Troubleshooting Settings

Which two features are provided by Cisco Unified CallManager RTMT Trace and Log Central? (Choose two.) (Source: Configuring Alarms and Traces) A) B) C) D) E)

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SDL traces contain information about call processing. SDI traces are available only for the Cisco Unified CallManager service. SDI traces are available only for the Cisco Unified CallManager and Cisco CTIManager services. SDL traces contain information about run-time events and are used for development purposes. SDL traces are available only for the Cisco Unified CallManager and Cisco CTIManager services.

Which function activates all options of the selected service at the selected server and sets the trace level to Detailed. (Source: Configuring Alarms and Traces) A) B) C) D)

Q16)

cluster server and service cluster and service server

Which two statements are correct about traces? (Choose two.) (Source: Configuring Alarms and Traces) A) B) C)

Q15)

the SFTP server whose IP address you configured in Cisco Unified CallManager RTMT the computer running Cisco Unified CallManager RTMT the Cisco Unified CallManager node running Trace and Log Central the Cisco Unified CallManager node on which you set the Trace Destination service parameter

log integrity protection scheduled trace collection trace configuration trace analysis log dispatch via e-mail

Q17)

When you are performing trace analysis using Cisco Unified CallManager RTMT, how can trace files be accessed? (Source: Configuring Alarms and Traces)

Q18)

The basis for call analysis and reporting are _____ records. (Source: Managing Call Accounting)




Q19)

What happens to undelivered CDR and CMR files when the high-water mark for CDR disk usage is exceeded and the disk allocation is not? (Source: Managing Call Accounting) A) B) C) D) E)

Q20)

Which tool is best suited to providing information needed for billing? (Source: Managing Call Accounting) A) B) C) D)

Q21)

Cisco Unified CallManager RTMT Cisco Unified CallManager CAR RIS Data Collector Cisco Unified CallManager Dialed Number Analyzer

When you are manually purging the Cisco Unified CallManager CAR database, why would you use the function Reload All Call Detail Records? (Source: Managing Call Accounting) A) B) C) D)

Q22)

The CDR and CMR files are purged. No new CDRs or CMRs are written. The partition size is extended. The files are kept on the disk. Entries in the Cisco Unified CallManager CAR database are purged.

to synchronize the Cisco Unified CallManager CAR database with the CDRs to reclassify calls after dial plan updates and user-device association or call rate changes after you use the Export CDR/CMR function to add the CDRs that have been generated since the last time you used this function

Which is not an option that you can choose when you are configuring automatic reports? (Source: Managing Call Accounting) A) B) C) D)

the users for which you want to generate the reports selectively enabling or disabling preconfigured automatic reports report format (PDF or CSV) time-of-day, day-of-week, and day-of-month settings for daily, weekly, and monthly reports

Q23)

What are the user types supported by Cisco Unified CallManager CAR? (Source: Managing Call Accounting)

Q24)

When you are creating an individual bill, which two options cannot be configured? (Choose two.) (Source: Managing Call Accounting) A) B) C) D) E)


report format (PDF or CSV) e-mail delivery of the report saving the report as a custom automatic report date range time range



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Q25)

Cisco Unified CallManager supports _____, a protocol that facilitates the exchange of management information between managed network devices and a network management system. (Source: Using Additional Management and Monitoring Tools)

Q26)

What is the purpose of the dependency records feature? (Source: Using Additional Management and Monitoring Tools) A) B) C) D)

Q27)

Cisco Unified CallManager Dialed Number Analyzer can be used to analyze which of the following? (Source: Using Additional Management and Monitoring Tools) A) B) C) D)

Q28)

the number of calls going to and coming from the PSTN service numbers that have been called by users dial plans in an IP telephony environment Erlang B and Erlang C values based on CDRs

When you are using QRT, quality reports are created _____. (Source: Using Additional Management and Monitoring Tools) A) B) C) D)

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analyze dial plans find linkages between configuration elements in Cisco Unified CallManager map users to user group associations identify dial plan elements dependent on time and date

automatically for all users for randomly selected calls when an administrator activates the QRT Viewer when an end user presses the QRT softkey on the IP phone




Module Self-Check Answer Key Q1)

C

Q2)

B

Q3)

A

Q4)

A, C

Q5)

C

Q6)

B

Q7)

C

Q8)

D

Q9)

A, C, F

Q10)

B

Q11)

Performance Protection Report

Q12)

A

Q13)

B

Q14)

A, E

Q15)

A

Q16)

B, D

Q17)

Cisco Unified CallManager RTMT can access files from Cisco Unified CallManager servers (Remote Browse) or from the local hard disk (Local Browse).

Q18)

CDR and CMR

Q19)

D

Q20)

B

Q21)

B

Q22)

A

Q23)

Cisco Unified CallManager CAR supports three user levels: administrator, manager, and user.

Q24)

C, E

Q25)

SNMP

Q26)

B

Q27)

C

Q28)

D




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Implementing Cisco Unified CallManager Part 2 (CIPT2) v5.0 Volume 2

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