User Guide
EMC® Smarts® VoIP Performance Manager
Version 4.0
User Guide P/N 300-008-632 REV A01
EMC Corporation Corporate Headquarters Hopkinton, MA 01748-9103 1-508-435-1000 www.EMC.com EMC Smarts VoIP Performance Manager
Copyright © 2009 EMC Corporation. All rights reserved. Revised:EMC July believes 14, 2009 the 7:20 information pm in this publication is accurate as of its publication date. The information is tablesubject of terms.fm to change without notice. D EMC CONFIDENTIAL THE INFORMATION IN THIS PUBLICATION IS PROVIDED "AS IS." EMC CORPORATION MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND WITH RESPECT TO THE INFORMATION IN THIS PUBLICATION, AND SPECIFICALLY DISCLAIMS IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Use, copying, and distribution of any EMC software described in this publication requires an applicable software license. For the most up-to-date listing of EMC product names, see EMC Corporation Trademarks on EMC.com All other trademarks used herein are the property of their respective owners. Please refer to the Third Party Copyright Read Me document on the EMC Smarts VoIP Performance Manager installation CD for details of any third party software license notices.
Date of issue: 28 July 2009 Product Version: VoIP PM 4.0 (IPTM 9.5.2)
Table of EMC terms and equivalent terms used in this guide
EMC Term PROGNOSIS Terms Used in this Guide
EMC Smarts PROGNOSIS, Integrated Research
EMC Smarts VoIP Performance Manager PROGNOSIS IP Telephony Manager
VoIP Performance Manager IP Telephony Manager
VoIP PM IPTM
EMC Smarts VoIP Performance Reporter PROGNOSIS IP Telephony Management Reporter
VoIP Performance Reporter IP Telephony Management Reporter
VoIP PR IPTMR
powelink.emc.com www.ir.com
Page 2 of 432 Table of Contents
Table of Contents Introduction...... 5 About this Guide ...... 6 Documentation Conventions...... 7 Operational Overview ...... 9 Overview...... 10 Architecture ...... 11 User Interfaces...... 19 Graphical User Interface...... 20 Web Interface ...... 41 System Monitoring...... 45 Knowledge Tools ...... 46 Analysts and Databases ...... 47 Welcome Display...... 48 Accessing Other Displays...... 49 Configure ...... 50 Browse...... 56 Monitor...... 57 Troubleshoot...... 66 Avaya Communications Manager...... 67 Displays for Avaya...... 68 Thresholds and Alerts for Avaya...... 95 Databases for Avaya ...... 103 Cisco Unified CallManager 3.3 & 4 ...... 105 Displays for CUCM 3.3 & 4...... 106 Thresholds and Alerts for CUCM 3.3 & 4...... 179 Databases for CUCM 3.3 & 4 ...... 198 Cisco Unified Communications Manager 5+ ...... 199 Displays for CUCM 5+ ...... 200 Thresholds and Alerts for CUCM 5+...... 232 Databases for CUCM 5+ ...... 248 Analyst for CUCM 5+...... 250 Cisco Unity ...... 251 Cisco Unity ...... 252 Monitoring Unity Data ...... 253 Configuration ...... 254 Thresholds and Alerts for Unity ...... 258 Nortel Communication Server ...... 263 Displays for Nortel ...... 264 Thresholds and Alerts for Nortel ...... 271 Databases for Nortel...... 277 Reporting...... 279 Reporting ...... 280
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CUCM 3.3 & 4 Reporting ...... 281 CUCM 5+ Reporting ...... 282 Standard Windows Reporting ...... 283 Web Based Reports...... 284 Management Reporter...... 292 Ancillary Functions...... 293 Availability Manager...... 294 Database Server Management...... 349 Dispatch Manager...... 358 Exchange Management...... 371 Network Manager ...... 383 Server Management ...... 388 SNMP Traps Out ...... 410 Technical Support...... 423 Support Procedures...... 424 Index ...... 427
Page 4 of 432 Introduction
Introduction
PROGNOSIS IP Telephony Manager is based on the acclaimed PROGNOSIS cross-platform system management product and is designed to provide a comprehensive monitoring and management platform for the following IP telephony networks: • Avaya Communications Manager • Cisco Unified Communications Manager • Cisco CallManager version 3.3 and Cisco Unified CallManager version 4.x (as a Managing Node *) * In order to monitor CallManager 3.3 and 4.x, Unity, TFTP and IPCC server, PROGNOSIS IP Telephony Manager 8.1.2 should be retained on these devices with PROGNOSIS IP Telephony Manager 9 set up as a Managing Node. This Installation Guide contains the required information for this set up. • Nortel Communication Server 1000
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About this Guide Before reading this documentation it is expected that you will have an understanding of the environment, the hardware and the various software applications that you are intending to monitor. Where necessary this guide will cover the interaction between PROGNOSIS IP Telephony Manager and other hardware/software but it will not provide detailed information about their operations. Please refer to the individual hardware/software manuals and guides for such information.
Audience and Purpose This User Guide is intended as a reference source for Operators who are responsible for monitoring system operations and data. It provides a basic overview of using the IP Telephony Manager user interfaces plus detailed information about setting up and using IP Telephony Manager to monitor specific IP telephony environments.
Online Help The content of this PDF file is also contained in the IP Telephony Manager Online Help System. The Online Help can be viewed by selecting the Help item from the menu bar of the GUI and then selecting Contents. Context sensitive help, which provides specific information about the function being performed, is also available by pressing the F1 key or, where available, the Help button on most IP Telephony Manager windows and dialog boxes.
NOTE: The Online Help is provided by way of HTMLHelp (.chm files) which is installed locally into the User Interface folder of the IP Telephony Manager installation. It may not be possible to view this HTMLHelp over a network connection due to Microsoft security update #896358. If this is an issue the Microsoft web site offers some suggestions of how to overcome this situation.
Other Documentation After the IP Telephony Manager User Interface (GUI) is installed a complete set of PDF documentation will be available from the Windows® operating system Start menu. All Programs >PROGNOSIS IP Telephony Manager>PROGNOSIS IP Telephony Manager Documentation The documentation provided includes: Installation Guide Provides full details of the installation, upgrade and uninstall procedures for IP Telephony Manager. System Guide Provides comprehensive details and instructions on the use of the IP Telephony Manager user interfaces and the range of core functions, including detailed configuration syntax information. User Guide This document. Record Guides The Record Guides supply detailed information about each of the records, and their associated fields, that are supplied with IP Telephony Manager. Records are identified by both short names and long names, a guide is provided for each. Third Party Software License Guide This guide provides copyright and licensing details of all third party open source software modules used within this IP Telephony Manager product suite.
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Documentation Conventions This guide makes use of the following documentation conventions: Bold Bold text is used for emphasis and in a procedure indicates a key, link or menu option that is to be selected. BoldItalic Bold and italic text in a procedure indicates a button that is to be selected. Ctrl+V Indicates two keys that must be pressed sequentially. Itali Indicates emphasis or an IP Telephony Manager document name (i.e. Display, Analyst, etc).
Syntax Conventions Conventions for defining syntax in IP Telephony Manager are as follows:
{Option A | Option B} Braces - A group of items included within braces and separated by vertical lines, indicate a list from which one item is to be input (i.e. you must include either 'Option A' or 'Option B' but cannot have both). The braces themselves should not be input. | When shown within braces the vertical line separates mutually exclusive choices and the line is not included in the actual input. In other cases, without braces, the vertical line is used to separate multiple items and is included as part of the input. Item A[, Item B] Brackets - Items included within brackets indicate options from which one or none may be input (often includes a comma (,) as the first character since a list of options will normally be separated by a comma). Except where otherwise noted the brackets themselves should not be input. NOTE: Section names in INI files are enclosed by literal brackets, in these cases they do not represent options and form part of the input.
For example, the following is a section of configuration syntax.
SUBSYS ABCD [AUTO-INV {HARDWARE|SOFTWARE|SCOBOL} ({ON|OFF})] [TME-USER ([
• The words AUTO-INV are options, but if you include them, then you MUST include ONE ONLY of HARDWARE, SOFTWARE, or SCOBOL and you must include one of ON or OFF surrounded by parenthesis. • The words TME-USER are optional, but they must be followed by parenthesis which must contain the name of a user which can optionally be preceded by an nt host name followed by a \ and can optionally be followed by a comma and another user name.
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Operational Overview
Operational Overview
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Overview PROGNOSIS IP Telephony Manager is multi-node software product which is designed to provide a comprehensive monitoring and management platform for IP telephony networks. It does this by collecting data, filtering it as required and then presenting it in a 'user-friendly' format, all in 'real-time'. Additional functions allow for data to be collected into databases for further analysis and reporting, generating alerts when predefined conditions are exceeded, and automatically running commands to rectify system problems. The IP Telephony Manager installation consists of two components; the User Interface (GUI) and the Server. In addition an optional Web Interface is also available. In order to collect data the Server must be installed on each node from where data is required. The GUI is Windows based and there can be one or more GUI installations, the number of which depends upon how many operators need access to the data. The GUI needs to be linked to a IP Telephony Manager Server, which in some cases may need to be a standalone Managing Server that is in turn linked to a number of IP Telephony Manager Monitoring Servers. In order for IP Telephony Manager to work, at least the GUI and one Server must be installed.
IP Telephony Manager comes with a wide range of pre-packaged tools that enable data collection and monitoring to start almost immediately upon installation. In addition, IP Telephony Manager is highly customizable allowing for user-defined tools to be developed for the monitoring of many data requirements. The data requesting tools are called 'documents' and these include: • Displays - Display documents are designed to request specific data and then present the collected results in 'real-time' in either a chart or table format. Displays can also be used to view replayed database data, these are called Database Replays. • Databases - Database Collection documents are used to collect and store requested data over a period of time. This can then be used for comparison and analysis. Database Collections can also be summarized into Database Summary documents. • Analysts - Analyst documents consist of a series of 'Analyst Rules'. These rules are used to monitor the system to identify problems, analyze the collected results to determine the problem and then recommend corrective action or initiate a defined recovery process. • Thresholds - Threshold documents consist of a series of 'Conditions'. The Threshold will scan selected IP Telephony Manager data looking instances of the predefined conditions being met or exceeded and will then generate a log, message or alert advising of the situation. How these various components come together in the IP Telephony Manager data collection process is outlined in the following section which describes the IP Telephony Manager architecture (page 11).
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Architecture PROGNOSIS IP Telephony Manager has been created as a client server, peer to peer distributed architecture that is designed to initiate and manage requests for the collection, analysis and display of data from monitored IP telephony environments. The basic architecture can be depicted as three layers comprising the Requesting Layer, Routing Layer and Collecting Layer, as illustrated in the diagram below.
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Requesting Layer
The Requesting Layer consists of the Interfaces and 'requestors' that PROGNOSIS IP Telephony Manager uses to obtain data from the environments being monitored. The user interfaces consists of the Web Interface, accessed through a Web Browser, and the Graphical User Interface (GUI). The 'requestors' come in the form of documents; these contain the properties required by the next layer in the architecture, the Routing Layer, to manage the data request. The 'requestor' documents consist of Display documents that are used by the interfaces to request data, and Databases, Analysts and Thresholds that can run independently of the interfaces. Each document contains properties such as; • What data is to be collected (Records and Fields), • When is the data to be collected • Where is the data is to be collected from (node name), • How the data is to be filtered (Where Clauses), • How much data is to be collected (Limits), Plus much more. Once the 'requestor' documents are started their data requests are passed to the Routing Layer.
Requestor Processes
Requestor Description
IRAUTOAN.EXE AUTOAN stands for Automated Analyst. This is the process that interprets Threshold Conditions and Analyst rules. There is one process for each active Threshold Condition and Analyst rule that is shown in the Node Navigator of the GUI.
IRDBASE.EXE DBASE stands for database. This is a process that handles both data collection and replay. One such process will exist for each active database collection. Other dynamic processes will also exist during database replay.
IRWASP.EXE WASP is the interface that acts as a requestor on behalf of the Web Server and then supplies record data back to the Web Server (e.g. Tomcat Web Server) for display purposes.
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Routing Layer
The Routing Layer receives data requests from the Requesting Layer on its own node and from other Routing Layers on connected PROGNOSIS IP Telephony Manager nodes. The requests for data come by way of 'requestor' documents that contain collection instructions such as; what data is required and which node is it to be collected from. The Network Router is the heart of the Routing Layer; it acts like a central switching hub for data requests. If a request is for data from the local node then the request is passed through to the Collecting Layer on this node, if the request is for data from a node other than the local node then the Network Router passes the request to the Network Router of the node containing the required information. Once the required data is collected by the Collecting Layer it is then passed back to its local Network Router. The Network Router then, depending upon where the request originated, either returns the data to the Requesting Layer or passes it to the Network Router of the requesting node. The Process Manager is the first process to be started. It controls all other processes and monitors for any process failures, if any do fail it is the job of the Process Manager to automatically restart them. Conversely, in the event that the Process Manager fails, then the Network Router will restart it.
Routing Processes
Routers Description
IRNETRTR.EXE NETRTR stands for Network Router. This is the communication hub, all User Interface requests and data responses to and from processes plus inter system communication take place via IRNETRTR. See the Network Router topic (page 14) for further details.
IRPROMGR.EXE PROMGR stands for Process Manager. This is the process responsible for ensuring that all other required processes are kept running. See the Process Manager topic (page 15) for further details.
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Network Router (IRNETRTR) The Network Router is the hub of the PROGNOSIS IP Telephony Manager architecture and manages all data requests and deliveries. The Network Router maintains requester tables that specify the destination of all requested data. In most cases this will be either a User Interface session or a Database, but in some cases data may be collected for use by IP Telephony Manager itself, for example by Dynamic Load Balancing in order to choose the best CPU to start a new process. The Network Router also provides the interface to IP Telephony Manager on other nodes. The Network Router has the following features: Transparent Network Access Automatic and manual discovery of other IP Telephony Manager nodes in the environment. To access other IP Telephony Manager, simply request data from a specific node, group of nodes or all nodes. Database 'Store and Forward' When collecting data for a database collection on a remote node if a link goes down the data will be stored on the remote node until the communication link is re-established. This is the IP Telephony Manager Store and Forward (SAF) facility. Data Compression Minimizes the amount of data crossing the network. Simultaneous Request Handling The Network Router handles all Incoming and outgoing requests and these can be managed simultaneously from both the local and other nodes. See the System Guide or Online Help for details about configuring processes, including IRNETRTR.
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Process Manager (IRPROMGR) The Process Manager (IRPROMGR) is responsible for reading the Configurations used to start up the various static processes and accepts requests to startup, shutdown, or kill dynamic processes on a node. After a process has started, it is Process Manager’s responsibility to monitor and restart the process in case of failure until a normal shutdown is requested. Process Manager will attempt to restart the process five times. The restart counter is reset at the start of each day. The Process Manager responsibilities also include: Distribution of Configuration Summarizes multiple requests for the same data so that the collectors acquire minimal data to respond to network-wide requests. Selection Criteria Manages the selection criteria limiting data to be collected The Process Manager looks after process creation on one node only. However, the design of the Process Manager is flexible in the sense that it does not care where the process related requests originated, as long as it receives a request it will perform the operation. Using the Nodes Navigator in the GUI, you can view the state of some of the processes being managed by the Process Manager. The static configurations are listed here and also dynamic Threshold, Analyst and Database processes. Display processes are not listed, as these are apparent by the Displays shown in the GUI’s workspace. See the System Guide or Online Help for details about configuring processes, including IRPROMGR.
Fail-safe Operations The Process Manager is constantly monitored by the 'Fail-safe' component of the Network Router. Should the Process Manager fail, the Network Router will restart it. The Network Router will attempt to restart the Process Manager five times; with the counter being reset at the start of each day.
NOTE: If the maximum number of attempts have been made to restart Process Manager or a failed process and a further attempt is required then restart the PROGNOSIS Configuration on the node and this will reset the counters.
To restart the configuration drag the configuration document on to the node in the Node Navigator or double- click the document in the Document Navigator.
If the 'Fail-safe' component of the Network Router fails then the Process Manager, likewise, will restart it. The Network Router is treated like any other process and the Process Manager will make five attempts to restart it. In this way, short of a total system outage, the PROGNOSIS IP Telephony Manager subsystem maintains almost total fault tolerance. The Network Router always runs on a different CPU where possible.
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Collecting Layer
The Collecting Layer consists of several separate Collector modules that listen for requests from the Network Router. On receipt of a request, the Collector module scans for data according to the details in the request, such as what data is to be collected and the collection interval, then returns the requested data to the Network Router for distribution to the Requesting Layer. For example, if a user opens a CPU Busy Display, the Network Router passes the request to the CPU Collector. The Collector then collects CPU data according to the fields and Where Clause in the request. If multiple clients have requested identical data the Collector is intelligent enough to collect the data only once and then route it to the multiple requesting clients. When PROGNOSIS IP Telephony Manager is first started the Process Manager, in the Routing Layer, runs each of the Collectors and passes the relevant configuration information to them with data collection instructions. See the Collectors section (page 17) for details of the Collectors supplied with IP Telephony Manager
Collector Configurations Data collection intervals are specified by the 'Refresh Rate' defined in a Display document, the 'Collection Interval' in a Database Collection, the 'Check Interval' in a Threshold and the 'Refresh' statement in an Analyst. Collection intervals can range from seconds to days depending on the level of visibility desired. All IP Telephony Manager documents have a similar configuration interface and similar syntax elements. Configuration is made easier by allowing wild-card specification and Exclude options in certain collector criteria. There are basically two types of configurations, Static and Dynamic: • Static configurations are running on your environment most of the time managing IP Telephony Manager subsystems such as Availability Manager or Dispatch Manager. • Dynamic configurations are started when required for Displays, Database Collections, Analysts and Thresholds allowing a more detailed collection of data for the life of the process without the overhead associated with a constant static collection of data. The documents storing both static and dynamic configuration properties are maintained from the IP Telephony Manager interfaces. In particular, the Document Navigator and the Nodes Navigator in the GUI allow you to oversee any operations you may want to perform on the configurations quickly and easily.
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Collectors PROGNOSIS IP Telephony Manager makes use of the following Collectors;
Generic
Collector/Process Description
IRADICOL.EXE This is the Application Development Interface and Extractor Collector which is configured via the EXTRACTOR Configuration. This Collector supplies the user records which are defined in the UDEFSREC file. IRAVCOL.EXE AVCOL stands for Availability Collector. This collects availability data, such as percentage up/down, for entities configured in the AVAILABILITY Configuration. IRDLLCOL1.EXE DLLCOL stands for dll Collector. This is the Collector shell that contains many collection dlls. It handles one collection per dll. The list of dlls which comprise such a Collector is specified in irdllcol1.ini. IRDLLCOL1 defaults to run at normal priority which collects critical high level data. IRDLLCOL2.EXE This is a second copy of DLLCOL. This process is similar to IRDLLCOL1 except that it is defaulted to run at a lower priority. A full list of records that IRDLLCOL2 Collector supplies can be found in the IRDLLCOL2.ini file. IREXCOL.EXE This is the Exchange Collector. Its purpose to collect data from MS Exchange mail servers. This executable will only be started if an Exchange server is installed on the host machine. IRFILCOL.EXE This is the File Collector, it monitors files and directories showing file existence and regular file statistics such as size, access/modification times, etc. (see the NTFILE and NTDIR records) IRNETMON.EXE NETMON stands for Network Monitor. This supplies network related records (MpSubnet*). It is also responsible for monitoring packets coming in and out of CallManagers and provides raw data regarding real time calls.
AVAYA Communications Manager
Collector/Process Description
IRAVAYA_PBX.EXE This is the set of Avaya collectors responsible for connecting to the IRAVAYA_LSP.EXE different types of AVAYA PBXs in order to collect data using SAT IRAVAYA_LEGACY.EXE commands. Each of these collectors is responsible for monitoring the PBX IRAVAYA_DEFINITY.EXE specified in the various AVAYA_
IRRTCPCOL.EXE Avaya RTCP Collector. This is an optional collection that can be used to setup the initial call QoS (Quality of Service) levels for MOS (Mean Opinion Score), Latency, Jitter and Packet Loss.
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Cisco Unified CallManager 3.3 and 4
Collector/Process Description
IRBRVOCOL This process only runs on Publisher nodes. It interfaces with an SQL database for CallManager configuration as well as the CDR database to capture details of completed calls.
IRCCM4X_GEN.EXE This collector is responsible for aggregating information from Cisco v4 clusters to a generic format so that the information can be displayed together with Avaya and Cisco v5+ PBXs. It also handles the mapping of Cisco v4 data to the vendor agnostic reporting structure which is used by the Reporter product.
Cisco Unified Communication Manager 5.x and 6.x
Collector/Process Description
IR
Nortel Communication Server
Collector/Process Description
IRNORTEL_PBX.EXE This is the Nortel collector responsible for connecting to the Nortel PBXs in order to collect information using CLI commands, SNMP query and traps, etc. It is responsible for monitoring the PBX specified in the NORTEL_PBX static configurations.
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User Interfaces
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Graphical User Interface This chapter provides a quick overview of how to use the PROGNOSIS IP Telephony Manager graphical user interface (GUI). Full details can be found in the System Guide or the Online Help System. The GUI includes many features to make it quick and easy to view and work with the supplied data, it consists of a Workspace, Toolbars, a Nodes Navigator and a Document Navigator. The Workspace is where data will be displayed and where you can configure the various elements required for data collection. The Toolbars provide quick access to many IP Telephony Manager operations, and the Navigators allow you to start, stop and manage the services and related documents.
See: Logging On to the GUI (page 21) User Interface (page 22) Document Navigator (page 23) Nodes Navigator (page 24) Services (page 27) Toolbars (page 28) Displays (page 34) Online Help System (page 40)
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Logging On to the GUI Once PROGNOSIS IP Telephony Manager has been installed, according to the instructions contained in the Installation Guide, it will be ready to start monitoring data. The GUI can now be started on a computer that is connected to the IP Telephony Manager server. Step 1 From the Windows operating system Start menu, select: All Programs >PROGNOSIS IP Telephony Manager > IP Telephony Manager GUI
Step 2 This will open the Server Logon dialog box.
The server field shows the server name, IP address and port number. Step 3 Input a User ID and Password. This should be the same User ID and Password as used to log on to the network. In the above example only the local user name is being specified; alternatively, the following log on format can be used: \
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User Interface The PROGNOSIS IP Telephony Manager GUI is the work area and includes many features to facilitate quick and easy monitoring of Avaya, Cisco Unified Communications Manager and/or Nortel environments. These features include: • Display of up-to-the-minute analysis of system performance • Troubleshooting using the Alert Board and responding to alarms The GUI consists of Toolbars, Navigators, and the Workspace. The diagram below shows the various GUI components.
F3 will open and close the Documents Navigator box F4 will open and close the Nodes Navigator box.
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Document Navigator Most PROGNOSIS IP Telephony Manager functionality can be accessed through the main Displays, so it is usually unnecessary to make use of the Document Navigator. However, the Document Navigator provides an alternative method to access and manage all IP Telephony Manager functions. (These functions are also known as services or documents.)
Each document type is easily identified by its unique icon. The diagram below shows the various document icons.
Analyst
Atlas Command
Configuration
Database Collection
Database Replay
Database Summary
Display
Theme
Threshold
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Nodes Navigator The Nodes Navigator allows you to: • View the Managing Server and all connected Avaya, Cisco Unified Communications Manager and Nortel devices plus any PROGNOSIS IP Telephony Manager Nodes that are monitoring Cisco CallManager 3.3, Cisco Unified CallManager 4, Unity, TFTP and IPCC servers. • Open the properties of any listed Service (Services are listed under the categories Analysts, Configurations, Databases and Thresholds). • Set the Default Node.
Node Type icons
Icon Node Type
Windows Node/CallManager 3.3/4.x Publisher Cisco Unified Communications Manager Cluster Cisco Unified Communications Manager Appliance Avaya PBX Node Avaya LSP Node Nortel Communication Server No current connection with this node. Unknown Node
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Licensing PROGNOSIS IP Telephony Manager node license status is reflected dynamically in the Nodes Navigator. Nodes that are not licensed will be displayed with a gray icon. An unlicensed node icon cannot be expanded and the drag and drop of GUI documents on to the node will not be permitted. Stopping unlicensed nodes from the Node Navigator is still possible. If documents are started on a node group that contains an unlicensed node an error message will be displayed. The following icons indicate the license status;
Icon Connected Licensed Notes
Yes Yes The node can be connected to in order to determine its platform type and enough node licenses exist in order to collect data from this node. Yes No. The node can be connected to in order to determine its platform type but there do not exist enough node licenses to collect data from this node. Only a limited range of functions can be performed. No Undefined The node has been connected to at one stage and its platform type has been recorded. It has since gone down and cannot be communicated with. No Undefined The node has never been connected to and therefore even its platform type is unknown. It cannot be communicated with.
NOTE: IP Telephony Manager will only evaluate licensing state changes when the node is connected, licensing cannot be interpreted if the node is disconnected.
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Nodes Navigator Context Menu Right click the mouse on a node name in the Nodes Navigator to open the context Menu.
This context menu provides quick access to the following functions: • Setting the Default Node • Viewing properties • Stopping PROGNOSIS IP Telephony Manager (if you have Security level permission to do this). Setting the Default Node The Default Node is a preset node name that will be used when a document is started or dragged into the workspace area. This default node is assigned in the Node Navigator and is indicated by the node name displayed in bold font at the top of the Nodes Navigator pane.
The default Node should be set to the Publisher. If this is not the case the default node can be changed by right clicking on the required node name in the Nodes Navigator then select Set as Default Node from the Context menu When a node is set as the Default Node in the Nodes Navigator, any service that is dragged onto the workspace area will act on that node.
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Services Each node shown in the Nodes Navigator can be expanded to display the PROGNOSIS IP Telephony Manager services that are currently running, such as Analysts, Databases and Thresholds. Configurations will always be shown and cannot be deleted. Displays are not shown, as these are open in the workspace when running. The status of each service shown in the Nodes Navigator is indicated by either of the following icons:
A blue check mark indicates that the service has started or the configuration is active. A dashed blue check mark indicates that the service is in the process of starting. A red cross indicates that the service has stopped or the configuration is inactive. A dashed red cross indicates that the service is in the process of stopping.
These additional symbols may also be seen if a problem is experienced in starting a service;
Error starting service or configuration.
Unknown
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Toolbars The PROGNOSIS IP Telephony Manager Graphical User Interface (GUI) contains three toolbars • Function Bar • Workbook Bar. • Display Control Bar,
Each Toolbar offers a number of icons that allow quick access to a range of functions based upon the type of document that is currently being used in the Workspace. Most of these functions can also be found by accessing the Menu bar. Tooltips, which provide a function description, are displayed when the mouse pointer hovers over each Toolbar icon.
Each Toolbar can be turned on or off as required from the View Menu;
In addition, individual Toolbar icons can be made visible or invisible, based upon operator requirements, through the Preferences dialog box. This dialog can be found under the Options menu, see the IP Telephony Manager System Guide for details.
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Function Bar
The contents of the Function Bar will vary depending upon whether a document is open in the Workspace and, if one is open, what type of document it is. In addition, individual icons can be turned on or off through the Toolbar tab of the Preferences dialog box. The illustration above shows the default toolbar with a Display document open.
Empty Workspace Create a new document. Return to the initial startup document.
Display the Event History dialog.
Analyst, Configuration, Theme Save the currently open document
Create a new document. Return to the initial startup document.
Display the Event History dialog.
Atlas Save the currently open document
Create a new document. Return to the initial startup document.
Display the Event History dialog. Show help for this Atlas. Zoom into the active map.
Zoom out from the active map.
Add a new icon.
Add link from this icon to another icon.
Copy the currently selected icon.
View the Alarm List.
Go to parent of the currently active map.
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Command Save the currently open document
Create a new document. Return to the initial startup document.
Display the Event History dialog. Show help for this Command.
Database Collection Save the currently open document
Create a new document. Return to the initial startup document.
Display the Event History dialog. Create a new database summary from the open document.
Create a new Display from the open document.
Database Information Create a new document. Return to the initial startup document.
Display the Event History dialog. Create a new database summary from the open document.
Create a new database collection from the open document.
Create a new Display from the open document.
Database Summary Save the currently open document
Create a new document. Return to the initial startup document.
Display the Event History dialog. Create a new database collection from the open document. Create a new Display from the open document.
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Display The following toolbar icons will be available when a Display document is open. Save the currently open document.
Create a new document. Return to the initial startup document.
Display the Event History dialog. Show help for this Display. Close the current Display and return to the document from where it was launched. Export the current Display to Excel. Modify Display properties. Modify database replay properties of the Display.
Modify report properties of the Display.
Modify Web properties of the Display. Create a new database collection from the open document.
Create a new database summary from the open document.
Launch a new Display in online mode from the current Display. Launch a new Display in replay mode from the current Display.
Launch a new Display in report mode from the current Display. Send the active Display document to the Web server.
Threshold Save the currently open document
Create a new document. Return to the initial startup document.
Display the Event History dialog. Show help for this Threshold.
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Workbook Bar
The Workbook Bar can be used to quickly arrange the Windows in a Display. Workspace is not in Workbook mode; click to turn on Workbook mode.
Workspace is in Workbook mode, with a tab at the bottom of the workspace for each open Display or Map. Click to turn off Workbook mode. Workspace shows background. Click to hide background.
Workspace is in hide background mode. Click to show background
The following icons can be used to re-arrange the Windows of an active Display or Atlas. However, it is strongly recommended that these options not be used as the original design layout of the document will become distorted. Should this occur the Restore Saved Layout icon can be selected which will return the document to its last saved format. Click to tile windows vertically
Click to tile windows horizontally
Click to cascade windows
Click to minimize windows
Click to restore the screen to your last layout.
Click to restore the saved layout.
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Display Control Bar
The Display Control Bar is used to control the replay of databases.
Rewind to the beginning of the database
Display information about the database Page Backward through the intervals continuously. This causes the replay to automatically step back through each interval of data until the start-of-data.
Return to the previous interval
Pause the database replay.
Advance to the next interval. Page Forward through the intervals continuously. This causes the replay to automatically step through each interval of data until the end-of-data. Increase data granularity by decreasing the replay interval (time between data points) in pre-defined steps. Decease data granularity by increasing the replay interval (time between data points) in pre-defined steps *. This icon will open the Database Replay Slider Control
The Slider Control allows you to position your Database Replay at a specific date and time. See the System Guide for further details.
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Displays A fundamental task of PROGNOSIS IP Telephony Manager is to retrieve data from the IP telephony environment and present it in a meaningful way, this is done through Displays which are used to view the data collected from nominated nodes. Each Display consists of one or more Windows that present this information in a table and/or chart format.
In a Display, data is updated at specified time intervals, usually ranging from seconds to minutes, overwriting the existing data. Data collected can be cached allowing you to move back through the collection to view a historical progression. A variety of pre-packaged Displays are supplied with IP Telephony Manager and these can be accessed by starting at the initial Welcome to PROGNOSIS IP Telephony Manager Display. These Displays will enable you to start viewing your system information immediately. In addition, if required, you can edit these pre-packaged Displays or create new custom Displays to suit your own IP telephony environment.
Displays are stored in documents with a .dpy extension. These are maintained from the GUI Document Navigator and are represented by the icon.
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Starting a Display A PROGNOSIS IP Telephony Manager Display can be started by using one of the following methods; • Click on the Display name in the Document Navigator and drag it to the GUI Workspace. • Right-click the Display name in the Document Navigator then select > Start from the menu. • Double-click on the Display name. • Highlight the Document name and press
NOTE: The default Displays provided with IP Telephony Manager are set to use either the default node (#DefaultNode) or all nodes (#AllNodes).
If a Display document is 'dragged and dropped 'onto a node in the Nodes Navigator it will start according to the rules defined in the topic Dragging and Dropping a Document onto a Node in the Online Help.
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Closing a Display A Display can be closed by either: • Selecting: File menu > Close, • Selecting: Window menu > Close All, • Selecting: Workspace menu > Clear Workspace or press the shortcut keys,
Alternatively, Displays, including all component windows, can be stopped by closing any individual window within the Display.
Selecting the Close button on a Display will open the following message box:
Select the OK button to proceed with closing the Display, or select Cancel to return to the Display. If this message box is not required, check the Don’t show this message again option.
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Drill-downs and Links Drill-downs and Links provide quick access to related or more detailed information by opening further Displays.
Links Links take you directly to other pre-packaged Displays. Each Link is added in the Properties dialog box of the Display specifying which Display the Link should open.
Drill-downs Individual data elements on Displays can be set as Drill-downs enabling you to view extended levels of data; these are indicated by underlined text. Click on this text to open the next Display.
Back-link After using a Link or Drill-down you can close the current Display and return to the previous one by clicking the Backlink button located on the toolbar.
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Commands Commands allow you to quickly carry out certain preset commands that are relevant to the particular Display.
When the icon appears on a Display it indicates that Commands are available on that particular data column. Right click your mouse on the column to open the context menu containing the Command options.
PROGNOSIS Commands - these are pre-packaged commands that are supplied with the particular Display. User Commands are user defined commands that are added by using the Commands tab of the Display Window properties dialog box.
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Sort Column Indicator
Double-click on these icons to change the order in which column data is sorted, either highest to lowest or lowest to highest.
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Online Help System The PROGNOSIS IP Telephony Manager Online Help provides information on how to configure and operate the system. Detailed screen descriptions, “How to” topics, troubleshooting tips, and general information are all available online. You can access the Online Help by using any of the following methods; • From the Windows operating system Start menu select: All Programs >PROGNOSIS IP Telephony Manager > PROGNOSIS IP Telephony Manager Online Help or, • From the GUI select Help from the Menu bar then choose Contents from the menu. These methods will open the Help System “Home Page” as illustrated below.
From this page you can navigate to a Help topic by either; • Selecting a topic from the Table of Contents panel on the left hand side, or • Selecting the Index or Search tabs, at the top of the Table of Contents panel, from where you can search for a specific topic.
Context Sensitive Help “Context Sensitive Help” is also available from most IP Telephony Manager Windows and dialog boxes. You can access this by pressing F1 or, where available, select the Help button. Either method will open the Help system to the relevant topic.
NOTE: The Online Help is provided by way of HTMLHelp (.chm files) which is installed locally into the User Interface folder of the IP Telephony Manager installation. It may not be possible to view this HTMLHelp over a network connection due to Microsoft security update #896358 . If this is an issue the Microsoft web site offers some suggestions of how to overcome this situation.
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Web Interface PROGNOSIS IP Telephony Manager provides a Web interface product that allows system data to be viewed using a web browser in much the same way as it is viewed using the GUI. The benefit of the Web browser is that it is “platform independent” and “location independent”, meaning that system data can be viewed from virtually anywhere using any platform that has a web browser that supports HTML4, CSS, Javascript and Java applets. This section provides a brief overview of how to access and navigate around the Web interface window. Full details about how to use the Web interface can be found in the System Guide or the Online Help.
See: Logging On to the Web Interface (page 42) Web Interface Window (page 43) Navigators (page 43) Toolbar (page 44) Displays (page 44)
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Logging On to the Web Interface To access the PROGNOSIS IP Telephony Manager Web Interface either; • From the Windows operating system Start menu select; All Programs > PROGNOSIS IP Telephony Manager > PROGNOSIS IP Telephony Manager Web Interface • Alternatively, open a preferred Web browser and input the URL. The URL will usually be http://hostname:port/prognosis, however this will depend upon the Web Server setup. From the introduction page select the Connect to PROGNOSIS button.
Wait a few moments whilst IP Telephony Manager loads and then the Login Screen will open.
Input a Username and Password then select the Login button.
NOTE: The Node field is the node on which the user account is verified. By default the security server on the node that the web interface is connected to (i.e. the server that IRWASP is running on) verifies the user account. By selecting an alternative node name you will route the logon verification to the security server on that node. However, the web interface will still connect to the default node (i.e. the IRWASP node).
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Web Interface Window The Web Interface Window resembles the standard PROGNOSIS IP Telephony Manager GUI. When in Online mode and the button has been selected, the Window will show a panel on the left containing the Document and Node Navigators plus the main Workspace in the center.
When in the Reports mode, the Navigators will be replaced with the Published Reports “search” box. For more information see Searching for Reports. Navigators The Web Navigators, i.e. Document and Node Navigators, are available when in the Online mode. Select the button on the Toolbar to display the Navigators down the left-hand side of the Window. In the Document Navigator the different document types are indicated by the following icons;
Online Display document
Database Replay document
Database Report document
Command Documents The Node Navigator will show the PROGNOSIS IP Telephony Manager nodes that are currently connected to the Monitoring Server.
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Toolbar Located along the top of the Window is the Web Interface toolbar, here you have a number of viewing options.
This button will open the Online mode where you can view and select your Online documents. These consist of the Display and Command documents. This button will open the Reports mode. A search box will be shown on the left hand side of the Window where you can search for, or select, your published reports. These are Display documents that have been published as Reports. This button will open the Events screen, this displays a list of any errors that occurred during the current session (i.e. since you have logged on). Whenever the servlet receives an error message on either of its connections, a new item is appended to the list. The list is displayed in reverse order (latest first). The List of errors contains a short description of the error along with the node that error originated from and time of the error. Selecting each error record will retrieve the detailed information from WASP and displays that in a new Window. If dates of the first and the last events in the list are identical, the dates are not displayed. This button will log you out from your current Web interface session. This button is used when in the Online mode to display the Navigator panels on the left hand side of the Window. Selecting this button will toggle the panels on or off. Select this button to refresh your Web screen.
This is the Help button that will give you some basic instructions on using the Web Interface. Opens the Document Help Window. This facility provides detailed information on any active Display on your workspace. Close all Displays.
Close current Display.
Displays The Displays available in the Web Interface are basically the same as those available in the GUI. Customized Displays cannot be created directly into the Web Interface, they must be created in the GUI then 'deployed' to the Web Interface. The PROGNOSIS IP Telephony Manager System Guide and Online Help provide full details about this procedure.
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System Monitoring
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Knowledge Tools PROGNOSIS IP Telephony Manager comes with a wide range of records and collectors that are used to gather a vast amount of data from the Avaya, Cisco and/or Nortel IP telephony environments. IP Telephony Manager also comes with a selection of pre-packaged Displays that provide logical easy-to-use graphical representations of this collected data. These Displays are referred to as 'Knowledge Tools' and allow for the immediate start of system monitoring. Normally, when simply viewing data, Displays are accessed through the initial Welcome to PROGNOSIS IP Telephony Manager Display. This Display provides a good starting point and is the best place to begin finding your way around IP Telephony Manager. Displays can also be accessed from the IP Telephony Manager folder located in the Document Navigator of the GUI. However, as many Displays rely on information that is passed down from a sequence of preceding Displays it is always best to view data by starting with the Welcome to PROGNOSIS IP Telephony Manager Display. Accessing Displays through the Document Navigator is best used when carrying out modifications to individual Display documents.
NOTE: IP Telephony Manager can be configured to collect large amounts of data from the Avaya, Cisco and/or Nortel networks. The impact of what is displayed, saved in databases or monitored with thresholds needs to be understood. The pre-packaged Displays, Thresholds and Databases have been developed to minimize any impact on the network and are designed to scale to multiple PBXs and clusters. However, a number of Displays include warnings if they have the potential to adversely impact on network performance. Only use these Displays for short durations to diagnose problems that may be severely impacting the IP telephony network.
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Analysts and Databases Upon installing the PROGNOSIS IP Telephony Manager Monitoring Server, an Analyst named ‘IPTelephonyAnalyst’ and a Database titled ‘Trouble Shooting’ will be automatically installed and started. These are both required so that IP Telephony Manager can collect the required data from the IP telephony network.
Analyst • IPTelephonyAnalyst (Applicable for Cisco CallManager 3.3 and Cisco Unified CallManager 4.x nodes only) The IPTelephonyAnalyst contains a number of rules that automatically run on the Publisher node. It performs a number of vital functions such as rebuilding Nodegroups and, at night, summarizes the Trouble Shooting database into the Capacity Planning Database. It also records the number of calls, registered phones, gateways and uses the Windows performance counters to record CPU busy information. It continually checks the CallManager and TFTP heartbeats and checks that the Publisher in the cluster is running.
Databases • Trouble Shooting Database This Database collects general statistics regarding basic Windows performance on each single machine where IP Telephony Manager is installed. The Trouble Shooting database collection should always be running on each node. It contains information such as processor, disk and network activity, availability of TCP/IP hosts, any Dispatch Manager activity and IP Telephony Manager events. • Capacity Planning This Database carries out a summarization of the Trouble Shooting Database, it covers a longer period of time but is less granular in terms of time scale. This database and the summarization process is started automatically each night by the IPTelephonyAnalyst.
Other Databases In addition a number of other pre-packaged Databases are provided with IP Telephony Manager that support specific IP telephony environments. Please refer to the following sections for details; • Databases for Avaya (page 103) • Databases for Cisco Unified CallManager 3.3 & 4 (page 198) • Databases for Cisco Unified Communications Manager 5 & 6 (page 248) • Databases for Nortel (page 277)
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Welcome Display Upon initially starting up the GUI the Welcome to PROGNOSIS IP Telephony Manager Display will normally open. This Display is the central reference point and provides immediate links to view various types of detailed data for the monitored IP telephony environment.
This Display provides a high-level index that includes the following sections: • Configure - This section provides links to add, edit, delete or manage Avaya PBX and Avaya LSP devices, links to manage Cisco CallManager 3.3, Cisco Unified CallManager 4 and Cisco Unified Communications Manager 5 & 6 clusters, and links to add, edit, delete or manage Nortel devices. In addition a link is provided to configure the reporting databases for the optional PROGNOSIS IP Telephony Management Reporter product. • Browse - This section provides the option to see an overview of all nodes configured on the network, including Avaya and Nortel devices, Cisco Clusters and other operating systems. • Monitor - The links available in this section are used to open Displays that can be used to monitor the entire network, or specifically Avaya PBXs, LSPs, Cisco clusters or Nortel devices. These Displays provide details of SAT connections, alarms, CPU occupancy plus the numbers of active phones and trunks • Troubleshoot - Two links are provided in this section, these open Displays that respectively show lists of all Open and all Closed problems encountered by the monitored devices. The various Displays that are opened from the links on this screen provide access to further Displays (page 49) that provide more detailed information.
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Accessing Other Displays The various Links from the Welcome to PROGNOSIS IP Telephony Manager Display lead to a range of further Displays as illustrated in the diagram below. Each of these Displays are described in the following sections of this guide.
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Configure The Configure panel of the Welcome to PROGNOSIS IP Telephony Manager Display provides a series of links that lead to further Displays that contain directions and/or shortcut links to assist in the configuration of the various IP telephony networks for data monitoring. Configure Avaya PBX and LSP The Add, Edit, Delete and Manage links are provided in each the Configure PBX and Configure LSP sections of the Welcome to PROGNOSIS IP Telephony Manager Display. Each of these links will open an information Display that provides instructions on how to configure IP Telephony Manager to carry out the selected function. The following example shows the Add An Avaya PBX Display that is opened after selecting the Add link.
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Configure Cisco UCM 3.3 & 4 The Manage link provided in the Configure Cisco UCM 3.3 & 4 section of the Welcome to PROGNOSIS IP Telephony Manager Display will open a further Display that provides instructions on how to configure IP Telephony Manager to manage Cisco CallManager 3.3 and Cisco Unified CallManager 4 clusters.
The Configuring PROGNOSIS to Monitor a CUCM 4 Cluster Display provides an outline of the procedure to set up the CUCM 4 monitoring environment plus a number of links to assist with the configuration. These links include the following:
Build Cluster This link is used to run a command that will automatically update the IP Telephony Manager NODEGROUP Configuration to include all CallManager 3.3 and 4 clusters, Unity servers and Exchange servers being monitored. Start Monitoring This link is used on the IP Telephony Manager Managing Node (version 9.0 and above) to collect and display data from the CallManager 3.3 and 4 clusters. Re-Discover Clusters This link is used on any IP Telephony Manager Managing Nodes that are at a higher level in the deployment hierarchy than the initial Managing Node. Where applicable, log on to each higher level Managing Node and click on the Re-Discover Clusters link, this will enable them to see any lower level Managing Nodes and receive CallManager data from them.
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Change CUCM 4 Cluster Name Any available clusters will be shown in this window as a link which will open the Change Node Name Prompt Form. This Prompt Form is used to change an existing Cluster name. The name format can include a customer name and a site name if required. Keep in mind that each Cluster name must be unique to this IP Telephony Manager installation. Also note that changing a Cluster node name will not be applied retrospectively to any report data prior to the change. Please refer to the PROGNOSIS IP Telephony Manager 9 Installation Guide for details.
NOTE: Further details about each of these options can be found in the Configuration section of the PROGNOSIS IP Telephony Manager 9 Installation Guide.
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Configure Cisco UCM 5+ The Manage link provided in the Configure Cisco UCM 5+ section of the Welcome to PROGNOSIS IP Telephony Manager Display will open a further Display that provides instructions on how to configure IP Telephony Manager to manage Cisco Unified Communications Manager Clusters.
A number of links are provided on this Display that are used to run configuration scripts that will set up the specified clusters and nodes in the IP Telephony Manager configuration files. Full details about these configurations can be found in the Installation Guide or the Online Help System.
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Configure Nortel PBX The Add, Edit, Delete and Manage Links are provided in the Configure section of the Welcome to PROGNOSIS IP Telephony Manager Display. Each of these Links will open an information Display that provides instructions on how to configure IP Telephony Manager to carry out the selected function. The following example shows the Add a Nortel PBX Display that is opened after selecting the Add Link.
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Configure Management Reporter The Manage link provided on the Configure Management Reporter section of the Welcome to PROGNOSIS IP Telephony Manager Display will open a further Display that is used to set up the database collections that are required for the optional PROGNOSIS IP Telephony Management Reporter module. For further information about the Reporter module please refer to the Management Reporter (page 292) section.
The Management Reporter Configurations Display shows the status of each PROGNOSIS IP Telephony Management Reporter database and provides a link to start any that are shown as stopped. The Display also shows information about the nodes that have been configured for database collections and links are provided to add or remove nodes as required. The lower section of the screen details each PBX that is being monitored by the Management Server. In order to obtain report information, each Management Server available to the Reporter runs prepackaged collections that collect data from the selected set of monitored PBXs. The following collections exist: • IPT_Reports_10second - which collects information on CPU usage (IPTRSCPU). • IPT_Reports_Call_10second - which collects information on calls (IPTRCALL) and voice streams (IPTRVSTR). • IPT_Reports_1minute - which collects information on device availability (IPTRDVAV). • IPT_Reports_10minute - which collects information on IP Telephony Manager servers (IPTRSERV) • IPT_Reports_1hour - which collects information on devices (IPTRDEV) The IP Telephony Manager GUI connected to each such Management Server can start and stop these collections and both the IP Telephony Manager GUI and the Reporter GUI can control which monitored PBXs are included in the collections.
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Browse Browse Entire Network Clicking on the Entire Network Link in the Browse panel will open the Browse Entire Network Display. This Display provides a list of all PROGNOSIS IP Telephony Manager nodes that are configured on the network, not only IP telephony systems but also all other operating system types.
Clicking on a node name will open a further Display showing detailed information about the specific node based upon its vendor type, i.e. Avaya, Cisco CallManager etc.
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Monitor Monitor Entire Network The Monitor Entire Network Display is accessed from the Welcome to PROGNOSIS IP Telephony Manager Display by clicking on the Monitor > Entire Network Link. It provides an overview of both Avaya and Cisco CallManager operations.
The Display provides a list of each IP telephony cluster and/or appliance being monitored and groups them together by vendor type. Each configured cluster and/or device is listed together with an indicator showing whether IP Telephony Manager can contact the server. In addition a summary of current Alerts is shown, together with CPU usage, number of Endpoints and number of Destinations.
Drill-downs Clicking on a node in the Name field will open a further Display with detailed information about the selected node. The Display that opens will depend upon the vendor type; • For Avaya nodes the Avaya PBX Display (page 69) will open. • For CallManager 4 nodes the Cluster at-glance Display (page 107) will open. • For CallManager 5 nodes the CMA - Cluster Central Display (page 201) will open. • For Nortel nodes the Nortel PBX Display (page 265) will open.
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Monitor Avaya PBX and LSP The Avaya System Display is accessed from the Welcome to PROGNOSIS IP Telephony Manager Display by clicking on the Monitor > Avaya PBX or LSP links.
This Display shows each PBX or LSP that is being monitored together with current call data, including the number of SAT connections, the number of major and minor alarms, total processor (CPU) occupancy, the total number of phones and trunk groups currently in use and a drill-down to the Avaya Node Configuration Display.
NOTE: No SAT connections will mean that no data will be available to the Displays.
In addition an area graph is included at the bottom of the Display that shows the number of voice streams across each PBX configured in the system.
Links by PBX, by LSP, by Customer, by Site Four links at the top of this Display allow you to view the Avaya data by the selected criteria, i.e. by PBX, by LSP, by Customer or by Site. A colored background indicates the active Display type. Voice Clicking on the Voice link will open the Avaya Voice Streams by PBX (page 80) Display which provides detailed Erlang status data for each PBX. Network The Network link will open the Avaya Network Hops (page 79) Display. This Display provides a table outlining the various Network Hops being used in each media stream and also a graph of the Network Hop performance.
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Drill-downs Data in the following columns offer drill-downs to further Displays that provide more detailed information; PBX Column Opens the Avaya PBX Display (page 69) which shows monitored performance data for a specific PBX. SAT Column Opens the Avaya SAT Connections Status Display (page 71) which shows detailed information about the SAT connections for the selected PBX. Major and Minor Columns Clicking a item in either of these columns will open the Avaya Alarms Display (page 78) where full details of each alarm can be viewed. Change Column Selecting the Config link will opens the Avaya Monitoring Node Display (page 75).
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Monitor Cisco UCM 3.3 & 4 The CCM - All Clusters Central Display is accessed from the Welcome to PROGNOSIS IP Telephony Manager Display by clicking on the Monitor > Cisco UCM 3.3 & 4 link. It provides an overview for all monitored Cisco CallManager 4 clusters and provides links to a range of IP Telephony Manager monitoring functions.
The All Clusters Central Display provides some immediate data for administrators who want to see all their CallManager and related media convergence servers at a glance. This data includes, • Route Pattern Status, • Open Alerts from all Nodes, • CPU load distribution • Busiest processes above 10% from each node.
Drill-downs In addition, this Display provides quick access to a vast array of detailed data through the various links on the screen. These links allow you to drill-down to the following Windows: Global Centrals Opens Displays that provide data for a range of global functions that have been configured for monitoring, see Global Centrals (page 115). Cluster Centrals Opens the One Cluster Central Display (page 109) that provides a selection of links to view data for a range of CallManager functions.
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Cluster At-a-glance Opens the One Cluster at a Glance Display (page 107) . This Display provides a graphical overview of calls, phones and alerts for the selected cluster. Reports Central Opens the Cluster Reports Central Display (page 111) where a range of pre-packaged reports can be selected. All Server Central Opens the Server Central Display (page 112) for the selected node. Open Alerts from All Nodes Clicking on a node name will open the Open Alerts Display (page 120).
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Monitor Cisco UCM 5+ The CMA All Clusters Central Display is accessed from the Welcome to PROGNOSIS IP Telephony Manager Display by clicking on the Monitor > Cisco UCM 5+ link. It provides an overview for all monitored Cisco Unified Communications Manager 5+ clusters and provides links to a range of IP Telephony Manager monitoring functions.
The CMA - All Clusters Central Display provides some immediate data for administrators who want to see all their Cisco Unified Communications Manager Appliance details at a glance. This data includes; alerts from all clusters, a phone registration summary, route pattern status and CPU load distribution
Drill-downs In addition, this Display provides quick access to more detailed data through the various links on the screen. These links allow you to drill-down to the following panels: Name Drill down on a cluster in the Name column to open the CMA-Cluster Central Display (page 201) . This Display provides a visual representation of current call activity and access to a wide range of additional CallManager data. Alerts Drill down on a number in one of the Alert Status columns to open one of the Alerts by Severity Displays. These Displays provide detailed information for the selected alert category. Phones Registration Summary Click on a cluster name in the Name column of the Phone Registration Summary panel to open the CMA- Phones Central Display (page 219). This Display provides detailed information about all phones in the network.
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Route Pattern Status Click on a cluster name in the Name column of the Route Pattern status panel to open the CMA-Route Pattern Central Display (page 225). This Display provides detailed information about each route pattern used by the network. CPU Busy Drill down on a node name in the legend of the CPU Busy% graph to open the CPU Utilization Display. This Display provides details of current CPU usage and the top 5 busy processes.
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Monitor Nortel PBX The Nortel Systems Display is accessed from the Welcome to PROGNOSIS IP Telephony Manager Display by clicking on the Monitor Nortel PBX link.
This Display provides a list showing each Nortel PBX that is being monitored. The list shows each device name together with any Nortel 'Site Id'. For each device any 'Customer' and 'Site' names that have been added in the NORTEL_PBX Configuration are also shown. The 'Cont' column indicates whether the PBX can contact the servers, the 'IP' column shows the IP address of the host device, the 'Routes' column shows the number of active routes against the total number of available routes and the 'Zones' column shows the number of active Zones against the total number of available Zones.
Links by Customer & by Site These two links at the top of the Display will present Nortel data by the selected criteria, i.e. by Customer name or by Site name. A colored background behind the link name will indicate which criteria is active. Voice Quality This link will open the Nortel Voice Quality Samples per PBX Display. This Display provides a table showing the current number of voice exceptions per PBX broken up into good, fair, poor and unacceptable Mean Opinion Score (MOS) categories.
Drill-downs Data in the following columns offer drill-downs to further Displays that provide more details information; Name Opens the Nortel PBX Display (page 265) which gives detailed information about the selected PBX. Information provided includes connection availability, voice quality details, alerts list and detailed PBX component status.
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Conns Opens the Nortel CLI Connection Status Display (page 267). This Display provides detailed CLI information including the status of the last connection attempt, time of the last connection and details of any connection failures. A graph also provides data on the traffic to and from each monitored PBX. Change The 'Change' column contains a drill-down that will open the Nortel Monitoring Node Display (page 268). This Display is used primarily to report on the operating status of the Nortel databases and alerts. Should any of these be in a 'Stopped' state then an option will be provided to start them from the Display.
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Troubleshoot The Troubleshoot Open Problems Display and the Troubleshoot Closed Problems Display provide a summary list of system problems that are currently open or closed for the entire monitored network.
The problem summary list details each problem number with the source node, the time it was opened, the current status and a descriptive text message. Also in the very first column a color code indicates the problem severity, Red - Critical, Orange - Error, Yellow - Warning and Blue - Information. Links are available at the top of the Display to locate specific problems by number and also view the Closed/Open Problem Display. Clicking on a problem number will drill-down to a further Display showing detailed information about the selected problem.
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Avaya Communications Manager
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Displays for Avaya As seen in the previous section of this guide, the Welcome to PROGNOSIS IP Telephony Manager Display provides direct access to the Browse Entire Network Display, the Monitor Entire Network Display and the Avaya System Display. From links and drill-downs on each of these Displays the Avaya PBX Display can be opened. This Display in turn provides the availability to drill-down further to view a wide range of Avaya data.
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Avaya PBX Display The Avaya PBX Display is used to show monitored performance data for a specific PBX. The Display provides an overview of current alarms, active call legs, device status and processor occupancy. Access to further detailed device data can be obtained by clicking on a device type name in the PBX Status panel.
Accessing the Avaya PBX Display From the Welcome to PROGNOSIS IP Telephony Manager Display click on the Monitor - Entire Network link, then from the Monitor Entire Network Display click on the required Avaya PBX.
Display Data The data on this Display includes; • Avaya PBXs A listing of all Avaya PBXs that are being monitored by this node. • SAT Availability Shows the percentage of SAT connections that are up at the present time and also the percentage that have been up in the last hour and the current day. • Voice Streams A table shows the number of voice streams across the monitored PBXs and a breakup of the Erlang MOS ratings into Good, Fair, Poor and Unacceptable. A chart underneath graphs the Erlang MOS ratings. Clicking on the drill-down in the Streams column will open the Avaya Voice Streams Display (page 81) which provides more detailed information about the Voice Streams. • PBX Status The PBX Status panel shows the number of devices by type category in each of the QoS states of Up, Down, Degraded and Unknown (see Avaya PBX Network Device Displays (page 83)).
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• Network Hops The top section of this window provides a summary of Network Hop data, including Busiest Hop, Worst Hop, Average MOS Cost and Average Streams per Hop. The area graph underneath shows a representation of the average MOS Cost. A Link is provided, View Hops, which will open the Avaya Network Hops Display (page 79) which provides more detailed information.
Links SAT Connections This Link opens the Avaya SAT Connection Status Display (page 71). This Display is used to view detailed information about current System Access Terminal (SAT) connections. PBX Busy Hour This Link opens the Avaya PBX Busy Hour Display (page 73). This Display is useful in order to view the total amount of CPU processor occupancy being used against the number of calls and connections over the past 24 hour period. Configuration This Link opens the Avaya Monitoring Node Display (page 75). This Display indicates if a number of Databases and a Threshold Alert are running on the Monitoring node and, if not, provides the option to start them. In addition a list of each PBX and LSP being monitored is shown. Worksheets This Link opens the Avaya Maintenance Worksheets Display (page 76). This Display is used to access a list of IP phones by firmware and also view a list of any ports with an alarm indicating that a device has been manually busied out. View Hops This Link opens the Avaya Network Hops Display (page 79) which provides detailed data for each active Network Hop including Streams, Erlangs and MOS Cost.
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Avaya SAT Connections Status The Avaya SAT Connection Status Display is used to view detailed information about current System Access Terminal (SAT) connections. SAT refers to the interface that PROGNOSIS IP Telephony Manager communicates with to obtain data. Should no SAT connections be active no data will be shown in the IP Telephony Manager Displays and in many cases a Connection Error message will be shown.
Accessing the Avaya SAT Connection Status Display Click the SAT Connections link at the top of the Avaya PBX Display to open the Avaya SAT Connections Status Display.
Display Data On this Display information such as, the number of active IP Call Legs, PBX details and SAT connection details are provided. The SAT connection information includes the number of current SAT connections, the last connection time and last fail details. A line graph is also included at the bottom of the Display that shows Upload and Download transfer rates in Bytes per second over the previous ten minute period.
Links Node Name This Link will return you to the Avaya PBX Display for the specific node. Connections This is the current Display, indicated by the blue highlight. Logins Opens the Avaya SAT Logins Display. This provides details of each user id and IP address of all current SAT connections.
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Commands Opens the Avaya SAT Command Status Display. This provides a list of all commands and their execution status. All PBXs Opens the Avaya SAT PBX Status Display. This provides a list of all SAT connections for the entire network with node, login, Host IP address and last connection time.
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Avaya PBX Busy Hour The Avaya PBX Busy Hour Display is useful in order to view the total amount of CPU processor occupancy being used against the number of calls and connections over the past 24 hour period.
Accessing the Avaya PBX Busy Hour Display Click the PBX Busy Hour link at the top of the Avaya PBX Display.
Display Data The table on this Display provides a 24 hour time scale showing the total number of calls and connections plus total processor occupancy per hour. The white background indicates AM times while the grey background indicates PM times. The yellow highlight indicates the peak or busiest time period. The blue text is simply a four hour time period divider. Bar graphs are also included on the right hand side showing a graphical representation of total call numbers, connections and CPU total over the 24 hour period.
Links Call Details This link opens the Avaya PBX Calls (Last 24 Hrs) Display. This shows a more detailed view of call data including incoming and outgoing call attempts, intercom attempts, port network attempts and tandem calls over the past 24 hours. Processor This link opens the Avaya PBX Processor (Last 24 Hrs) Display. This shows CPU occupancy divided up by call processing, systems management and static.
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Last hour This link open the Avaya PBX Busy (Last Hour) Display. This shows the number of calls and connections per 3 minute intervals over the previous hour.
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Avaya Monitoring Node Display The Avaya Monitoring Node Display is used to access the configuration screen for a number of PROGNOSIS IP Telephony Manager databases that are used to collect historical data. In addition, this Display also provides a link to start the Avaya PBX/Alerts Threshold, if it is not already running.
Accessing the Avaya Monitoring Node Display Click the Configuration link at the top of the Avaya PBX Display.
Display Data This Display provides a list of the monitored PBXs in the environment. In addition two graphs are included showing the Total Packets being sent and received per second and CPU utilization for the environment. The following Database and Alert configuration items are also included on this Display. • Avaya Databases Clicking on the Configure link will open the Avaya Databases Display. This Display provides a number of links that are used to start up the various IP Telephony Manager databases for Avaya monitoring. • Avaya PBX/LSP Alerts The Avaya_Alert Threshold is used to monitor the health of PBXs in the environment and to provide alert and availability information. The Start link in this window will be visible if the Avaya_Alert Threshold is not running together with a red 'Stopped" indicator. To start the Threshold click on the Start link and once the Threshold has started a green 'Running' indicator will be shown.
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Avaya Maintenance Worksheets The Avaya Maintenance Worksheets Display provides a number of links that are used to access a range of measurement, compatibility and audit data. This includes; Measured Route Patterns, Trunk Groups and LSP details; Firmware versions; busyout devices and a listing of MAC addresses. This information is vital in ensuring that all devices in the Avaya environment are configured correctly and are running compatible hardware and software. The Display is used to access a list of IP phones by firmware and also view a list of any ports with an alarm indicating that a device has been manually busied out.
Accessing the Avaya Maintenance Workheets Display Click the Worksheets Link at the top of the Avaya PBX Display.
Links
Measurements Measured Route Patterns Opens the Avaya Measured Reports for Route Patterns Display. This Display provides a list of all monitored Route Patterns together with an indicator showing if each Route Pattern is being measured. Instructions are provided on how to configure the PBX to obtain detailed Route Pattern usage reports. Measured Trunk Groups Opens the Avaya Measured Reports for Trunk Groups Display. This Display provides a list of all monitored Trunk Groups together with an indicator showing if each Trunk Group is being measured. Instructions are provided on how to configure the PBX to obtain detailed Trunk Group usage reports.
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Measured LSPs Opens the Avaya Monitored and Measured LSPs Display. This Display provides a list of all LSPs that are configured on the PBX together with an indicator showing if each LSP is being monitored. Instructions are provided on how to configure PROGNOSIS IP Telephony Manager to monitor an Avaya LSP.
Compatibility Firmware Compatibility Opens the Communication Manager Firmware Compatibility Display. This Display provides data showing the Firmware installed on the monitored phones, gateways, circuit packs and media modules together with the Firmware versions that are required for a specific Communications Manager version. The Communications Manager version can be selected from the links at the top of the Display. . Boards by Vintage This link opens the Avaya Boards by Vintage Display. This Display provides a list of Avaya boards showing their type and vintage. IP Phones by Firmware This link opens the Avaya IP Phones by Firmware Display. This Display provides a list of each registered IP phone model on the network and the firmware version it is running. Selecting a phone model will provide detailed information about the individual phone extensions. A list of unregistered IP phones by model is also included. Phones by COR/COS This link will open the Avaya IP Phones by COR Display. This Display provides a list of IP phones by Class of Restriction (COR) or Class of Service (COS).
Audit Busyout Devices This link opens the Avaya Busyout Devices Display. This Display shows a list of all devices that currently have an error type 18, which indicates the device has been manually busied out. Locations This link will open the Avaya Locations Display which provides a list of all configured locations. Phones MAC Address This link will open the Avaya IP Phones MAC Addresses Display. This Display provides a list of phones with MAC Addresses including the phone name, extension and status.
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Avaya Alarms Display The Avaya Alarms Display provides details of device alarms that have been raised by the monitored PBX. Avaya Alarms are presented over three related Displays, one each for Major, Minor and Warning Alarms. For ease of monitoring each of these Displays are interconnected by links at the top of the screen.
Accessing the Avaya Alarms Display Click on the Major or Minor numeric indicator in the Alarms panel in the bottom left corner of the Avaya PBX Display.
Display Data This Display provides details of each alarm by device name showing the time of the alarm, the location of the alarmed object, the service state and fault location.
Drill-down A Drill-down is provided on the Name column. Clicking on a device name in this column will open a further Display showing more detailed information about the specific alarm.
Links Links are provided to toggle between lists of Major, Minor or Warning alarms. A colored background will indicate the active Display.
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Avaya Network Hops Display A Hop is one connection in a string of connections linking two IP telephony devices, in a single call a number Hops may used and the performance of each Hop will determine the overall quality of the call. The Avaya Network Hops Display provides a listing of Network Hops for each monitored PBX and shows vital performance data for each Hop.
Accessing the Avaya Network Hops Display Click on the Network Link at the top of the Avaya Systems Display (page 58) or click on the View Hops link on the Avaya PBX Display.
Display Data The Display provides detailed Network Hop information including the IP address of the origin and destination plus the Streams (active call count in the voice path of each call leg), Erlangs (total number of MOS Erlangs in an interval) and the MOS Cost (worst value of MOS impairment factor of the hop due to latency) of each Hop. Drill-downs in the From and To columns will open the Avaya Network Hop Device Display which provides detailed information about each of the Hops using the particular device. links at the end of each line provide access to the Avaya Network Hop Traffic Display and the Avaya Network Hop Details Display. A bar graph at the bottom of the screen shows a representation of the Worst Hop data . Links are provided at the top of this Display which will open further Displays showing Avaya Network Hop Devices, Avaya Voice Streams by PBX and Avaya Historical Network Hop data. The All Hops and Router Hops links are used to redefine the data shown on the Avaya Network Hops Display by either showing all Hop data or only Router Hops, each link shows the number of Hops currently active for each category.
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Avaya Voice Streams by PBX Display The Avaya Voice Streams by PBX Display provides a summary of Voice Stream data for each monitored PBX.
Accessing the Avaya Voice Streams by PBX Display Click on the Voice link at the top of the Avaya Systems Display (page 58).
Display Data The Display shows a line of information for each monitored PBX that includes the number of voice streams and the associated QoS data. The Voice Streams table shows the number good, fair, poor, unacceptable and unknown Voice Streams over the interval. There are four 'View' columns which, when populated, include drill- downs titled; 'by Trunk', 'by Link', 'Finished' and 'Report'. The 'by Trunk' link will open the Avaya Voice Streams by Trunk Group Display, the 'by Link' link will open the Avaya Voice Streams by Network Region Link Display, the 'finished' link will open the Avaya Finished Voice Streams - 15 Minutes Ago Database Replay and the 'Report' link will open the Avaya Erlang Service Levels Hourly Report.
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Avaya Voice Streams Display The Avaya Voice Streams Display provides a central point of administration, information and statistics for all calls that take place through the monitored PBX. It provides an easy interface to view call and line activity and to drill-down to see more detailed information.
Accessing the Avaya Voice Streams Display Click on the Streams column in the Voice Streams Erlangs window of the Avaya PBX Display.
Display Data This Display provides detailed Voice Stream data including the type, duration, MOS, Latency, Packet Loss% and Jitter for each. A graph is also included that shows the number of MOS Erlangs per interval categorized by their quality of service levels. Drilling-down on an extension number in the Local or Remote columns will open the Avaya Phone Details Display which provides detailed information about the particular hardware device. Drilling-down on the Details indicator in the View column will open the Avaya Voice Stream Details Display which shows a range of information about the particular call.
Links All PBXs Selecting this link will change the Display to provide data from all monitored PBXs. by PBX Selecting this link will change the Display to group Call Legs data by PBX. by Address Selecting this link will change the Display to group Call Legs data by IP address.
Page 81 of 432 PROGNOSIS IP Telephony Manager by Trunk Selecting this link will change the Display to group Call Legs data by Trunk Group. Conferences This link will open the Avaya Active IP Conferences Display which provides details of all IP Call Legs in a conference. Network This link opens the Avaya Network Hops Display which provides details of any hop in a call leg that is running slow. Hops are the sectors of a call leg that run between different devices. Finished This link opens the Avaya Finished IP Call Legs Display which provides a list of all IP Call Legs that finished 15 minutes ago.
The following links are used to sort the data shown on this Display; No Filter This will show all active IP call leg data Degraded This will only show degraded call leg data Latency This will show call leg latency data. In VoIP terminology, latency refers to a delay in packet delivery. VoIP latency is a service issue that is usually based on physical distance, hops, or voice to data conversion. Packet Loss This will show call leg packet loss data. Packet loss occurs when one or more packets of data traveling across the VoIP network fail to reach their destination. Packet loss can be caused by a number of factors, including signal degradation over the network, oversaturated network links, corrupted packets rejected in- transit or faulty networking hardware. Jitter This will show call leg jitter data. In VoIP terminology, jitter is the variation in the time between packets arriving, caused by network congestion, timing drift, or route changes.
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Avaya PBX Network Device Displays The Avaya PBX Network Device Displays are accessed from the PBX Status panel in the bottom left hand side of the Avaya PBX Display.
Display Data This panel provides a list of network devices and alongside each device type is a numeric indicator showing the number of devices that are in an Up, Down, Degraded or Unknown state. In addition the final column shows the total number of devices for each type. Each line has a visual alarm attached to it, so that if the status of any individual device becomes unacceptable it will be easily identified; - If one device falls into the Unknown category the line will be colored black. - If one device falls into the Degraded category the line will be colored orange. - If one device goes Down the line will be colored red. - If all devices go down the Device Type will have a red background. Any device name can be clicked to open a detailed Status Display for the particular device type. Each subsequent Status Display contains a navigation panel on the left hand side of the screen that provides an easy method to view data from other monitored PBXs or to view other device Status Displays.
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Avaya Boards The Avaya Boards Displays provides status information for the DS1, Media Processor and CLAN boards of the monitored Avaya PBX.
Accessing the Avaya Boards Display Click on Boards in the PBX Status panel of the Avaya PBX Display.
Display Data This Display provides a list of each board type together with the number of boards on the selected device. Drilling down on a particular board name will open a Display showing the board configuration.
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Avaya LSPs The Avaya LSPs Display provides status details for each LSP that is configured on the specific PBX.
Accessing the Avaya LSPs Display Click on LSPs in the PBX Status panel of the Avaya PBX Display.
Display Data The data shown on this Display includes: • LSPs on PBX This table shows the LSP name and type as configured in the AVAYA_LSP Configuration, the IP address of the LSP as returned from the Primary Controller SAT command, the LSP Active status (Yes or No), the current status of the LSP (Up/Down/Degraded/Unknown) and the time of the last status update. • Recent LSP Interchanges This window provides a summary of system problems. It includes the time that the problem was first detected and descriptive text about each problem.
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Avaya Media Gateways Avaya Media Gateways support voice and signaling traffic routed between circuit-switched and packet- switched networks. The Avaya Media Gateways Display provides details of the various Gateways that have been set up and their current status.
Accessing the Avaya Media Gateways Display Click on Media Gateways in the PBX Status panel of the Avaya PBX Display.
Display Data The data shown on this Display includes: • Media Gateways This table shows the Gateway number and name, the Gateway sub type (either model or PN type), current status (either Up/Down/Degraded/Unknown), number of major alarms, number of minor alarms and the time of the last status check.
Drill-downs Clicking on a drill-down in the GW# column will open the Avaya Media Gateway Details Display that provides more detailed information for the specific Gateway including Status, Availability and Board Configuration.
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Avaya Media Servers The Avaya Media Servers Display reports on the status of the Avaya Enterprise Survivable Server (ESS) solution. The ESS solution allows for ESS (backup) servers to be placed at key locations throughout a network each being capable of taking over for a cluster in the event that some type of outage has occurred. The Avaya Media Servers Display provides the current status of the cluster and indicates the active server. The Server A and Server B panels indicate the available ESS servers. The Recent Interchanges panel provides details of when each ESS server takes over as the active server.
Accessing the Avaya Media Servers Display Click on Media Servers in the PBX Status panel of the Avaya PBX Display.
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Avaya IP Network Regions A network region is a group of IP endpoints that share common characteristics and resources. Every IP endpoint on an Avaya Communication Manager system belongs to a network region. By default all IP endpoints are in network region 1 and share the same characteristics and use the same resources as defined for network 1. However, in many cases this is not suitable and multiple network regions may be configured. The Avaya IP Network Regions Display provides a listing of all configured network regions on the monitored network.
Accessing the Avaya IP Network Regions Display Click on Network Regions in the PBX Status panel of the Avaya PBX Display.
Display Data This Display itemizes each network region and provides status and current link counts for each one. Drilling- down on a network region number in the NR# column will open the Avaya IP Network Region Details Display that provides detailed usage information.
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Avaya Phones The Avaya Phones Display provides a method of monitoring phone devices by either status or extension.
Accessing the Avaya Phones Display Click on Phones in the PBX Status panel of the Avaya PBX Display.
Display Data This Display offers the following options for viewing phone data; • Search for a Phone Click the by Extension link to open a command dialog where a specific extension number can be input. This will then populate the bottom right hand corner of the Display with detailed information about the requested phone, including status, type and model. • Browse by Phone Status Click on a Phone Type in the Down or Unknown columns to obtain a list in the bottom right hand corner of the Display of all devices that match the selected criteria. • Browse by Extension The Browse by Extension panel shows a range of phone extension numbers and the number of devices in each range. Clicking on a number range will populate the bottom right hand panel with detailed information about all devices in that extension range.
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• Select an Extension or Phone Status After an Extension Range has been clicked in the Browse by Extension panel, or a status is clicked in the Browse by Phone Status panel, then the Select an Extension Range or Phone Status panel will be populated with data. For an extension it will show the current status of the phone, the type and model of the phone and when it was last checked. For a status it will show a list of all extensions that are currently in the selected state.
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Avaya Port Networks The Avaya Port Networks Display provides a list of all configured port networks on the monitored PBX together with the current status and alerts for each.
Accessing the Avaya Port Networks Display Click on Port Networks in the PBX Status panel of the Avaya PBX Display.
Drill-downs Drilling-down on a port number in the PN# column will open the Avaya Port Network Details Display which provides detailed information about the selected port including the board configuration.
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Avaya Route Patterns Route patterns determine the path that calls take in your network based upon predefined events, such as a server going down. The Avaya Route Patterns Display provides a list of all route patterns in the monitored PBX along with the status of each pattern.
Accessing the Avaya Route Patterns Display Click on Route Patterns in the PBX Status panel of the Avaya PBX Display.
Display Data This Display can be used to; • Quickly identify problems with call routing by viewing the displayed status indicators. • Drill-down to the Avaya Route Pattern Details Display to see more detailed information by clicking on a route pattern number in the RP# column. • View the associated dial plans by clicking on the Dial Plans Link in the top right hand corner.
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Avaya Trunk Groups The Avaya Trunk Groups Display provides information about all trunks on the monitored PBX. A trunk is a service that allows a type of transparent connection between two PBXs, a PBX and a local extension or some other combination of telephony interfaces with signaling passed transparently through the packet data network.
Accessing the Avaya Trunk Groups Display Click on Trunk Groups in the PBX Status panel of the Avaya PBX Display.
Display Data This Display lists each configured trunk group and shows for each one: • Trunk group number (TG), • Name of the trunk group, • Trunk group type , • Service type, • Carrier medium, • Trunk Utilization. This is shown as (#trunks in use) of (#trunks up) (total trunks), • Current Trunk Group status.
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Drill-down Drilling-down on a trunk group number in the TG column will open the Avaya Trunk Group Details Display where more detailed information is available. Drilling down on the status column will open the Avaya Status Log Display.
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Thresholds and Alerts for Avaya PROGNOSIS IP Telephony Manager provides an alerting mechanism that allows administrators to receive alerts based upon defined Thresholds. These Thresholds and the subsequent alerts are richly configurable (for timing, frequency etc) and the alerts can be raised in a variety of formats (SNMP traps, error logs, emails etc). A Threshold is a service that scans selected data looking for one or more predefined conditions. Each condition is created in the Thresholds properties dialog box with a 'Where Clause' which sets a limitation on selected fields from a specific record. When a Threshold starts it will check for each condition and if a condition is found to be 'true' the Threshold will be triggered and an alert raised. The Threshold will then use its 'Log Interval' setting to determine how often to log the message. If the Threshold service does not find a condition to be 'true' it will then use the 'Check Interval' setting to determine how often to continue checking. IP Telephony Manager includes a pre-packaged Threshold for use with Avaya named 'Avaya_Alert'. This Threshold is used to monitor the health of the PBXs in the Avaya environment and provide alert and availability information. For detailed information about the various conditions contained in this Threshold please refer to Avaya-Alert (page 96). This Threshold is not started by default and, if required, will need to be started manually. The Avaya Monitoring Node Display (page 75) includes an Avaya PBX/LSP Alerts indicator to show if the Threshold is currently running. Whenever the Alert is not running it can be started by clicking on the Start link to the right of the 'Stopped' indicator.
NOTE: If required, pre-packaged conditions can be adjusted to suit your specific environment by adjusting the 'Where Clause'. For further details please refer to the 'Thresholds' section of the System Guide or the Online Help. Remember, before making any changes it is recommended that a copy of the original document be saved as a back-up.
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Supplied Threshold Avaya_Alert The following pre-packaged Conditions are included in the 'Avaya_Alert' Threshold document. Alarm Major
Where Clause: ALRMTYPE = "Major" Checks: For a major Avaya system alarm. Alerts: If there is a Major alarm raised and unresolved..
Alarm Minor
Where Clause: ALRMTYPE = "Minor" Checks: For a minor Avaya system alarm. Alerts: If there is a minor alarm raised and unresolved.
Board Avail Up
Where Clause: (CURRSTAT = "UP" OR CURRSTAT = "DE") AND BRDNUM MATCHES REGEX "\d{2,3}[A-Z]\d{2}" Checks: Board status. Alerts: If the board is available.
* Condition Pair: Board Down
Board Degraded
Where Clause: CURRSTAT = "DE" AND BRDNUM MATCHES REGEX "\d{2,3}[A-Z]\d{2}" Checks: Board status. Alerts: If the board has status degraded.
Board Down
Where Clause: CURRSTAT = "DO" AND BRDNUM MATCHES REGEX "\d{2,3}[A-Z]\d{2}" Checks: Board status. Alerts: If the board has status 'Down'.
* Condition Pair: Board Avail Up
Board Up
Where Clause: CURRSTAT = "UP" AND (PREVSTAT = "DE" OR PREVSTAT = "DO") AND (CurrentTime - STATCHNG < 30000) AND BRDNUM MATCHES REGEX "\d{2,3}[A-Z]\d{2}" Checks: Board status. Alerts: If board status changes from degraded or down to up in the last 5 minutes.
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Busyout Device
Where Clause: Clause: ERRTYPE = 18 Checks: Device operational status. Alerts: If any device has been manually busied out and not released.
CLAN No Phones
Where Clause: CNTTOTAL = 0 Checks: Phone registrations to a CLAN. Alerts: If no phones are registered to a CLAN.
CLAN Phones Deregistered
Where Clause: DLTAREAL < -7 Checks: Phone registrations to a CLAN. Alerts: If 8 or more phones de-register from a CLAN in the previous interval.
LSP Active
Where Clause: LSPACTV = "y" Checks: Local Survivable Processor is in standby or active mode. Alerts: If the Local Survivable Processor goes into active mode.
LSP Avail Up
Where Clause: CURRSTAT = "UP" OR CURRSTAT = "DE" Checks: Status of Local Survivable Processor. Alerts: If the Local Survivable Processor is available. * Condition Pair: LSP Down
LSP Degraded
Where Clause: CURRSTAT = "DE" Checks: Status of Local Survivable Processor. Alerts: If the Local Survivable Processor has status degraded.
LSP Down
Where Clause: CURRSTAT = "DO" Checks: Status of Local Survivable Processor. Alerts: If the Local Survivable Processor has status down. * Condition Pair: LSP Avail Up
LSP Up
Where Clause: CURRSTAT = "UP" AND (PREVSTAT = "DE" OR PREVSTAT = "DO") AND (CurrentTime - STATCHNG < 30000) Checks: Status of Local Survivable Processor. Alerts: If Local Survivable Processor status changes from degraded or down to up in the last 5 minutes.
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Media Gateway Avail Up
Where Clause: CURRSTAT = "UP" OR CURRSTAT = "DE" Checks: Status of Media gateway. Alerts: If the media gateway is available.
* Condition Pair: Media Gateway Down
Media Gateway Degraded
Where Clause: CURRSTAT = "DE" Checks: Status of Media gateway. Alerts: If the media gateway has status degraded.
Media Gateway Down
Where Clause: CURRSTAT = "DO" Checks: Status of Media gateway. Alerts: If the media gateway has status down.
* Condition Pair: Media Gateway Avail Up
Media Gateway Up
Where Clause: CURRSTAT = "UP" AND (PREVSTAT = "DE" OR PREVSTAT = "DO") AND (CurrentTime - TIMECHGD< 30000) Checks: Status of Media gateway. Alerts: If Media gateway status changes from degraded or down to up in the last 5 minutes.
Media Server Interchange
Where Clause: ACTIDCHG = "y" AND ACTVSIP <> EMPTY Checks: The active media server in a 87xx redundant pair configuration. Alerts: When the active server changes.
Network Region Avail Up
Where Clause: AVAICURR = "DE" OR AVAICURR = "UP" Checks: Status of IP network region. Alerts: If the IP network region is available.
* Condition Pair: Network Region Down
Network Region Degraded
Where Clause: AVAICURR = "DE" Checks: Status of IP network region. Alerts: If the IP network region has status degraded.
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Network Region Down
Where Clause: AVAICURR = "DO" Checks: Status of IP network region. Alerts: If the IP network region has status down. * Condition Pair: Network Region Avail Up
Network Region Up
Where Clause: AVAICURR = "UP" AND (AVAIPREV = "DE" OR AVAIPREV = "DO") AND (CurrentTime - AVAICHGD < 30000). Checks: Status of IP network region. Alerts: If IP network region status changes from degraded or down to up in the last 5 minutes.
PBX SAT Conn Avail Up
Where Clause: SATCONN > 0 Checks: The number of established SAT connections between the PROGNOSIS server and PBX. Alerts: If a SAT connection is established. * Condition Pair: PBX SAT Conn Dn
PBX SAT Conn Dn
Where Clause: SATCONN = 0 Checks: The number of established SAT connections between the PROGNOSIS server and PBX. Alerts: If there are no active connections. * Condition Pair: PBX SAT Conn Avail Up
PBX SAT Conn Up
Where Clause: SATCONN > 0 AND (CurrentTIme - LSTCONOU < 30000) Checks: The number of established SAT connections between the PROGNOSIS server and PBX. Alerts: If there is at least one active connection that has been established in the last 5 minutes.
Port Network Avail Up
Where Clause: CURRSTAT = "UP" OR CURRSTAT = "DE" Checks: Status of Port network. Alerts: If the port network is available. * Condition Pair: Port Network Down
Port Network Degraded
Where Clause: CURRSTAT = "DE" Checks: Status of Port network. Alerts: If the port network has status degraded.
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Port Network Down
Where Clause: CURRSTAT = "DO" Checks: Status of Port network. Alerts: If the port network has status down. * Condition Pair: Port Network Avail Up
Port Network Up
Where Clause: CURRSTAT = "UP" AND (PREVSTAT = "DE" OR PREVSTAT = "DO") AND (CurrentTime - TIMECHGD < 30000) Checks: Status of Port network. Alerts: If port network status changes from degraded or down to up in the last 5 minutes.
Processor > 50
Where Clause: (OCCALLPR > 50 AND OCCALLPR < 60) OR OCCALLPR = 50 Checks: Media Server processor call processing busy percent. Alerts: If call processing is 50% or greater and less than 60%busy.
Processor > 60
Where Clause: (OCCALLPR > 60 AND OCCALLPR < 70) OR OCCALLPR = 60 Checks: Media Server processor call processing busy percent. Alerts: If call processing is 60% or greater and less than 70% busy.
Processor > 70
Where Clause: OCCALLPR > 70 OR OCCALLPR = 70 Checks: Media Server processor call processing busy percent. Alerts: If call processing is 70% or greater busy.
Route Pattern Avail Up
Where Clause: AVAICURR = "UP" OR AVAICURR = "DE" OR AVAICURR = "UN" Checks: Route pattern status. Alerts: If the route pattern is available.
Route Pattern Degraded
Where Clause: AVAICURR = "DE" Checks: Route pattern status. Alerts: If the route pattern has status degraded.
Route Pattern Down
Where Clause: AVAICURR = "DO" Checks: Route pattern status. Alerts: If the route pattern has status down. * Condition Pair: Route Pattern Avail Up
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Route Pattern Up
Where Clause: AVAICURR = "UP" AND (AVAIPREV = "DE" OR AVAIPREV = "DO") AND (CurrentTime - AVAICHNG < 30000) Checks: Route pattern status. Alerts: If route pattern status changes from degraded or down to up in the last 5 minutes.
Trunk Group Avail Up
Where Clause: AVAICURR = "UP" OR AVAICURR = "DE" Checks: Trunk Group status. Alerts: If Trunk Group is available.
Trunk Group ColdSpot Off
Where Clause: TRACTPER > THRSCOLD OR TRACTPER = THRSCOLD Checks: Trunk Group coldspot operation. Alerts: If the percentage of Trunk activity is greater than or equal to the level of Trunk cold spot operations. * Condition Pair: Trunk Group Coldspot On
Trunk Group Coldspot On
Where Clause: TRACTPER < THRSCOLD Checks: Trunk Group coldspot operation. Alerts: If the percentage of Trunk activity falls below the level of Trunk cold spot operations. * Condition Pair: Trunk Group Coldspot Off
Trunk Group Degraded
Where Clause: AVAICURR = "DE" Checks: Trunk Group status. Alerts: If Trunk Group status is degraded.
Trunk Group Down
Where Clause: AVAICURR = "DO" Checks: Trunk Group status. Alerts: If Trunk Group status is down. * Condition Pair: Trunk Group Up
Trunk Group Hotspot Off
Where Clause: TRACTPER < THRSHOT OR TRACTPER = THRSHOT Checks: Trunk Group hotspot operation. Alerts: If the percentage of Trunk activity is less than or equal to the level of Trunk hot spot operations. * Condition Pair: Trunk Group Hotspot On
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Trunk Group Hotspot On
Where Clause: TRACTPER > THRSHOT Checks: Trunk group hotspot operation. Alerts: If the percentage of Trunk activity is greater than the level of Trunk hot spot operations. * Condition Pair: Trunk Group Hotspot Off
Trunk Group Normal Off
Where Clause: TRACTPER < THRSCOLD OR TRACTPER > THRSHOT) Checks: Trunk group hot/coldspot operation.
Trunk Group Normal On
Where Clause: (TRACTPER > THRSCOLD OR TRACTPER = THRSCOLD ) AND (TRACTPER < THRSHOT OR TRACTPER = THRSHOT) Checks: Trunk group hot/coldspot operation. * Condition Pair: Trunk Group Normal Off
Trunk Group Up
Where Clause: AVAICURR = "UP" AND (AVAIPREV = "DE" OR AVAIPREV = "DO" ) AND ( CurrentTime - AVAICHNG < 30000) Checks: Trunk group is up and operational. Alerts: If trunk group status changes from degraded or down to up in the last 5 minutes.
* See the Availability Thresholds section (page 302) for details about how 'Condition Pairs' operate.
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Databases for Avaya PROGNOSIS IP Telephony Manager includes a set of pre-packaged Database documents that are used to monitor Avaya call data. While the running of these Databases is optional, it is recommended that they be started in order to obtain full data collection from the Avaya environment. The pre-packaged Avaya databases include:
Database Name Wrapping Interval Maximum Start Size
AV-Voice Streams Historical 49 hours 500MB Manual
AV-Voice Streams Replay 2 days 2GB Manual
AV-Network Hops Historical 2 days 100MB Manual
AV-Status Log 28 days 100MB Manual
AV-Reporting 1 day 100MB Manual
AV-Reporting 15 Min 35 days 300MB Manual
AV-Reporting Hourly 35 days 300MB Manual
AV-Reporting 6 Hourly 140 days 300MB Manual
AV-Reporting Daily 378 days 500MB Manual
AV-Reporting Weekly - 500MB Manual
AV-Troubleshooting 7 days 100MB Manual
These Databases are not started by default and, if required, will need to be started manually. They can be started from the Avaya Databases Display which is accessed by selecting the Configure link in the Avaya Databases window of the Avaya Monitoring Node Display (page 75).
This link will open the Avaya Databases Display.
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The Avaya Databases Display includes the following indicators to show if the Databases are currently running or if they are stopped. • Voice Streams Historical Database This is the 'AV-Voice Streams Historical' database which records details of each Voice Stream upon completion over the past 48 hours. • Voice Streams Replay Database This is the 'AV-Voice Streams Replay' database which records live data from all Voice Streams for 48 hours, enabling them to be replayed. • Network Hops Historical Database This is the 'AV-Network Hops Historical' database which records historical information on Network Hops over the previous 48 hours. • Start Log Database This is the 'AV-Status Log' database which records status changes for devices in the Avaya environment using the PROBSUM record. • Utilization Reporting Database This is the series of 'AV-Reporting' databases which record availability and performance data for short and long term utilization and SLA reports. • Troubleshooting Database This is the 'AV-Troubleshooting' database which records the performance statistics that are required to troubleshoot the monitoring of the Avaya environment. When any of these Databases are not running they can be started by clicking on the Start link that is located to the right of the 'Stopped' indicator.
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Cisco Unified CallManager 3.3 & 4
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Displays for CUCM 3.3 & 4 The PROGNOSIS IP Telephony Manager GUI will display data from Cisco CallManager 3.3 and Cisco Unified CallManager 4 Clusters, that have PROGNOSIS IP Telephony Manager 8.1.2 installed on them, through an PROGNOSIS IP Telephony Manager 9 Managing Server (see the PROGNOSIS IP Telephony Manager 9 Installation Guide for setup and configuration details) The Welcome to PROGNOSIS IP Telephony Manager Display provides direct access to the Browse Entire Network Display, the Monitor Entire Network Display and the CCM - All Clusters Central Display. From Links and Drill-downs on each of these Displays a wide range of Cisco CallManager data can be viewed.
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Cluster at-a-glance The Cisco CallManager At-a-glance Display is available by clicking on a CCM4 cluster name in the Monitor Entire Network Display. This Display is intended for use by administrators and provides an overview of key indicators for the Call Manager and related media convergence servers.
The key indicators include; Call Attempts vs Calls Active, Registered Phones, CPU Busy, PRI Channel Active and Top 50 Recent Alerts. Each graph updates at 5 second intervals. If your network is large and/or you are monitoring multiple clusters over a WAN, you should consider increasing the refresh interval to 10 or 20 seconds. However, keeping the interval short will allow you to detect spikes more reliably. CPU spikes are a cause of dropped calls. You can use the links at the bottom of the Display to select specific areas to see more detailed information. • Calls (page 125) • Voice Quality (page 174) • Phones (page 152) • Gateways (page 138) • Trunks (page 167) • Route Patterns (page 158)
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All Clusters Central The All Clusters Central Display can be used to access a range of CallManager data for all monitored CallManager 4 clusters. This Display can be opened directly from the Welcome to PROGNOSIS IP Telephony Manager Display by clicking on the Monitor Cisco CallManager 4 link.
The All Clusters Central Display contains six main panels that provide links to other Displays that provide detailed information, these are; • Global Centrals (page 115) • Cluster Centrals (page 109) • Cluster at-a-glance (page 107) • Reports Central (page 111) • All Server Central (page 112) • Alerts (page 203)
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One Cluster Central The One Cluster Central Display is available by clicking on a node name in the Cluster Centrals panel of the All Clusters Central Display.
From the One Cluster Central Display, you can: • Go to detailed Displays on specific functions, such as monitoring gateway devices. You can do this by selecting the link adjacent to the required function. These include: Service Control Center (page 163) Calls Central (page 125) Gateway Central (page 138) Phones Central (page 152) TFTP Central (page 166). Video Central (page 171). Web Attendant (page 178). Media Central (page 147). Cisco Unity Overview (page 170). Super Trace Central (page 165). Availability (page 123). Alerts (page 118).
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Performance Overview (page 151) Route Pattern Availability (page 157) CDR Analysis (page 127) • Open the PROGNOSIS IP Telephony Manager Configuration Displays for any linked Publishers. See Configuration Central (page 130). • View the Server Central Display for a particular node. This can be done by clicking on the required node name in the 'Drill-down to Server' panel on the right hand side. See Server Central (page 112). • Access a range of other general monitoring Displays, these include; Call Admission Control for Locations (page 124) CTI Manager (page 136) Trunk Central (page 167) Security Central (page 164) HP Insight Manager (page 146) Cisco Service Events (page 128) Cisco Software Inventory (page 129) Voice Quality Central (page 174)
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Cluster Reports The Cluster Reports Central Display is available by clicking on a node name in the Report Central panel of the All Clusters Central Display. This Display provides access to a range of pre-packaged reports that are available on each Publisher listed in the left hand column.
Data is replayed from 'CallManager Cluster' and 'Cluster Capacity Planning' databases. These database collections should be running ONLY on the Publisher for a specific CallManager Cluster.
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Server Central The Server Central Display is available by clicking on a node name in the All Server Central panel of the All Clusters Central Display or by clicking on a Cisco CallManager 3.3 or 4 node name in the Browse Entire Network Display.
The Server Central Display provides a 'one-stop-shop' to analyze the performance and availability of a single server node. A number of windows are included on this Display which include links to Displays containing the performance and availability data. These windows include: CPU and Memory - The link on this window will open the CPU and Memory Central Display. Use this Display to analyze the processes running on this node along with memory usage and page faults. Drilling-down on a Process name in the 'Top 15 Busy Processes' table will show real-time trend analysis on memory and CPU consumption so it is possible to determine whether or not a process is leaking. Disks - This link will open the Disk Central Display which shows details of the maximum and minimum free space partitions along with physical disk performance data. Further drill-downs provide detailed information on each partition of each physical disk. Network - This link will open the Network Interface Central Display which provides information collected from the Network Interface Card (NIC). It includes details of packets received and sent over the network. Drill- downs allow for individual conversations at layer 2 and 3 to be monitored. Use this facility with care as it will consume CPU resources, every packet needs to be scanned to accumulate data. Inventory - This link will open the Software Inventory Central Display. Use this top-level Display to see a list of software products that are present on the node. From here drill-downs are available to view 'Software Installed', 'Software Uninstalled', 'Software Upgraded' and the 'Software Usage Analysis' which provide a comprehensive analysis of the software changes occurring on the node.
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Storage - The link on this window opens the Storage Central Display. The Display provides a detailed analysis of files and directories on the node which are scanned nightly. These Displays can be used to check for growing files and directories. The directories that are scanned by default include: • C:\WINNT or C:\Windows • C:\Program Files\PROGNOSIS IP Telephony Manager\Server\Configuration • C:\Program Files\Cisco • C:\Program Files\Microsoft SQL Server\MSSQL Further directories can be added by modifying the FILEMGR configuration. See the Online Help for more details. Active Directory - Two links are provided on this window: • Central - This link opens the Active Directory Central Display. This provides performance statistics for Microsoft Active directory, it contains graphs with important online Active Directory statistics such as Directory Service replication, Kerberos authentications and 'Light Weight Directory Access Protocol' (LDAP) requests. • Reports - This link opens the Active Directory Reports Central Display. This Display provides access to a range of reports covering; LDAP, Directory Replication Agent, Directory Service and Security and Authentications. These reports contain data from the Active Directory Database Collection, a link is provided on this Display to start the database if required. Applications - This link opens the Cisco CallManager Application Central Display. From this Display access is provided to detailed information about the SQL Server, Exchange Server, Internet Information Services (IIS), and HP Insight Manager. Services - Opens the Services Central Display which provides information about all services running on the selected node, including Cisco CallManager related services. Drill-downs are available to view events generated by the services. Commands are provided on the Services Central Display to start or stop selected services. Automation - Two links are provided in this window: • Automation - Opens the Automation Central Display which provides output from the running Analysts. All 'items of interest' found by the Analysts are logged as 'problems'. The name problem does not necessarily mean that there is a problem with this node, rather, it could be an informational message such as 'new software has been added to the system'. A drill-down is available on each problem which will provide more detailed information. • Dispatch - Opens the Dispatch Central Display which provides details of all messages that were sent to an email address, pager etc and the status of the transmission. Availability - Two links are provided in this window: • Central - Opens the Availability Central Display which provides high-level availability data for the applications being monitored on the selected node. The applications being monitored are determined by the settings in the AVAILABILITY Configuration. To see the results of an entire cluster’s availability, go to Availability from the One Clusters Central Display. • Reports - Opens the Availability Reports Central Display which provides links to a range of availability report data for 'This Week', 'Last Week', 'This Month', 'Last Month', 'This Year', 'Last Year' and 'Last 12 months'. Event Logs - Opens the Event Central Display which contains a view of which subsystems (event sources) on the node have logged critical events. Each event source contains a drill-down to see the specific error messages relating to the subsystem. Server Reports - Opens the Server Reports Central Display which provides access to a range of pre-defined reports for CPU, Memory, Task, Disk and Availability.. Reports are included for; 'Last Hour', 'Today', 'Yesterday', 'This Week', 'This Month', 'This Year', 'Last Week', 'Last Month' and 'Last Year'.
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Last Hour, Today and Yesterday reports use the Troubleshooting database. The other reports use the Capacity Planning database which is updated nightly by summarizing the previous day’s data from the Troubleshooting database. You are not limited to the reports provided by IP Telephony Manager, you can create your own at any time using the GUI. Windows - Opens the Windows 2000 Perfcounters Display showing the Windows 2000 Performance Counters. These include: Cache Activity, Distributed Transactions, HTTP Indexing, etc. App Response - Opens the Application Response Central Display which shows true application response time analysis for applications that use TCP/IP transportation mechanism, including HTTP, HTTP-S,DNS and LDAP. PROGNOSIS - This link will open the PROGNOSIS Status Display. This Display provides IP Telephony Manager Subsystem Status Information together with lists of Analysts and Thresholds that are running, any Active Databases and Active Users. Access to Database Autosummarization is also provided from a link on this Display.
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Global Centrals The Global Centrals panel of the All Clusters Central Display provides direct access to a range of monitoring tools.
The Links available include; • Active Directory (page 116) • All Systems (page 151) • Applications (page 122) • MCS Backup (page 149) • Music on Hold (page 150) • TFTP Servers (page 166) • Unity (page 170) • Web Attendant Servers (page 178)
From the Global Centrals panel click on the required option to view the Display data.
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Active Directory Active Directory is a 'directory service', using Lightweight Directory Access Protocol (LDAP), that is used by Microsoft in the Windows operating system environment (2000+). A 'directory service' is a software application that stores and organizes information about users and network shares on a computer network. This allows network administrators to manage users' access to the shares. Additionally, directory services act as an abstraction layer between users and shared resources. Active Directory is a way for system administrators to manage all elements of a network, including computers, groups, users, domains, security policies, and any type of user-defined objects. It allows administrators to assign enterprise wide policies, deploy programs to many computers, and apply critical updates to an entire organization. An Active Directory stores information and settings relating to an organization in a central, organized, accessible database. Active Directory networks can vary from a small installation with a few hundred objects, to a large installation with millions of objects.
The Active Directory Global Overview Display is accessed from the All Clusters Central Display by clicking the Active Directory Link in the Global Centrals panel.
Monitoring Active Directory performance is vital to making sure that Active Directory is meeting business and networking goals. For example, one aspect of ensuring optimal performance is to verify that all network servers are receiving directory replication updates and applying them in a timely manner.
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Display Data The NT-Active Directory Global Overview Display provides a summary of Active Directory data and provides Drill-downs that allow you to see more detailed information on specific subjects. The information provided includes: • A list of servers that are associated to Active Directory together with their IP address and operating system type. • LSASS (Local Security Authentication Server) memory usage data. lsass.exe generates the process responsible for authenticating users for the Winlogon service. If authentication is successful Lsass generates the user's access token, which is used to launch the initial shell. Other processes that the user initiates inherit this token. • A number of charts are also provided to give summary information of the following data: Directory Replication Agent (DRA) Inbound & Outbound Operations per Second Many of the DRA counters relate to bytes compressed or not compressed. These counters refer to the size in bytes of replication data that is being sent to or received from other sites within the Active Directory. In some environments, a byte count may be meaningless when looking at replication performance. In such environments a measure of the actual number of objects that have been replicated may be more meaningful, as shown in these two charts. Pending Replication Synchronizations This chart shows the number of directory synchronizations that are queued for this server but not yet processed. DS Client Binds per Second This counter is used to measure the impact that the directory services are having on the local machine by showing the number of Directory Service Client Binds per second. LDAP Searches per Second The Active Directory is fully extensible through the Light Weight Directory Access Protocol (LDAP). This window shows the number of LDAP searches per second. Kerbos Authentications per Second There is only one related counter that you need to be aware of, it is called Kerberos Authentications. This can be seen in the 'Authentications per second' Window. This counter tracks the number of times per second that clients use a Kerberos ticket to authenticate to the domain controller.
Drill-downs Drill-downs are available from the Legend items of most charts in the Active Directory Central Display. Each of these drill-downs will open further Displays showing more detailed information on the specific item selected. Service information can also be obtained by using the drill-downs in the Node Name column that will open the Active Directory Central Display.
Links FAQ Frequently Asked Questions. This link will open a Window that provides answers to a number of frequently asked questions on Active Directory Central.
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Alerts Central The PROGNOSIS IP Telephony Manager Alerts Central Display provides operators with an easy to use problem management tool. The Display show all current alerts and, depending on how the problems are configured, can highlight the type of attention required and allow operator acknowledgement and/or command execution. Alerts are based on the PrognosisAutomationProblemSummary (PROBSUM) record, which is populated by Thresholds and Analysts. By default, the required Analysts are installed on the IP Telephony Manager Managing Server and problems detected will cause notifications on the Alerts Central Display without any configuration. The Alerts Central -Node Display provides an overview of all alerts that have been raised by IP Telephony Manager for all monitored nodes in the selected cluster.
Accessing the Alerts Central Main Display To access this Display select the required cluster name from the Cluster Centrals panel of the All Clusters Central Display which will open the One Cluster Central Display. From here click on the Alerts link.
Display Data The fist window in this Display shows a list of the most recent 50 alerts. The two windows in the top right hand corner provide graphs showing the number of current alerts sorted by status and by severity. The window at the bottom shows a list of open alerts that require operator interaction. A number of fields on this Display offer drill-downs that provide access to more detailed information about specific items.
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Status A problem can be in one of four states: OPENACK An unresolved problem has been logged by a threshold or analyst and requires user acknowledgement. OPEN A problem has been logged by a threshold or analyst and is currently unresolved. CLOSEACK A problem has been logged by a threshold or analyst that is resolved but has not been acknowledged since being reported. CLOSED A problem logged by a threshold or analyst that is resolved.
Acknowledging a problem Some Alerts may be set up to require operator acknowledgment. In these cases the comment 'Awaiting Acknowledgment' will be shown in the Action column of the 'Alerts Requiring User Interaction' window. The Alerts can be acknowledged by clicking on the associated Problem number to open the Details of a Problem Display from where the Alert can be acknowledged.
Awaiting Operator Approval Some Alerts have commands associated with them. These commands can be configured to automatically execute when an Alert is recorded or can be set up in such a way that an operator must approve the command prior to its execution. Where operator approval is required the comment of 'Awaiting Operator Approval' is shown in the Action column of the 'Alerts Requiring User Interaction Window'. In these cases the operator should click on the Problem number to open the Details of a Problem Display from where the command can be approved.
Links There are a number of Links provided at the top of the Alerts Central-Node Display. Open, Closed and Requiring User Interaction Each of these links will open separate Displays that will show only the category of alerts selected. Analysts & Thresholds This link opens the Automation Central Display. This Display provides a list of all Analysts and Thresholds that are currently running on the selected Publisher. It also shows the associated Rules and/or Conditions and their current status, i.e. Active or Disabled. Dispatch Central This link opens the Dispatch Central Display. This Display provides details of messages that are being dispatched by any Dispatch Manager configurations. Command History This link opens the Command History - Today Display. This Display shows a list of all commands that have been executed today by Analysts or Thresholds.
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Open Alerts The Open Alerts Display provides details of all alerts that have been raised by the PROGNOSIS IP Telephony Manager Managing Server for the monitored CallManager node that are currently open.
Accessing the Open Alerts Display This Display is accessed from the All Clusters Central Display by clicking on the required node name in the Open Alerts panel located on the lower left hand side of the Display.
Display Data Each row in the Open Alerts Display provides useful information with problems listed in order of the time that each Alert was opened. The Problem column shows a unique number assigned to each reported problem and the Status column shows the current situation of the problem, which could be one of the following: OPEN Problem still being resolved CLOSED Problem resolved OPENACK Alert has been raised but has not yet been acknowledged. CLOSEACK Alert has been raised and the OFF event has been received but it has not been acknowledged. Each alert is color-coded based on status and severity. This allows for easy recognition with regard to the severity of the problem and whether or not it has been resolved. The colors used include the following:
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Severity: • Red = Critical • Orange = Error • Yellow = Warning • Light blue = Information
Drill-downs Clicking on an item in the Problem or State Details columns will open the Details of a Problem Display. This Display shows detailed information about the selected problem and is from where the operator can acknowledge the problem, if required, or can approve the running of an associated command, if applicable. The State Details column will show if the Alert requires operator acknowledgement or if it requires a command to be approved before it is run. If either of these options is not required the column will show 'Details' which indicates that clicking on this drill-down will simply provide further details about the alert.
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Applications Central This Display provides status information on any SQL, IIS, Exchange and HP Insight Manager servers that are installed on the system. In addition critical event log information and application alerts are also shown in the bottom two windows.
Accessing the Applications Central Display This Display is accessed from the All Clusters Central Display by clicking the Applications Link in the Global Centrals panel.
Drill-downs Drill-downs are available on the node name column in each window. Clicking on a node name will open further Displays showing detailed information for the specific topic for that node. For example clicking on a node name in the SQL Servers window will open the SQL Server Central Display.
Links Links are available at the top of most windows that will open the Central Displays for All Nodes showing more detailed information. Options are also available to 'Start Thresholds' on a number of windows; these Thresholds are used to start the respective alerts that will trigger messages to the Problem Log when preset limits are exceeded.
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Availability Central The Availability Central Display utilizes the MpAvailability (AVMON) record to provide details on the current state and performance of monitored entities.
Accessing the Availability Display This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the Availability link.
Display Data The top window provides performance data for the monitored Applications including: • Percentage of time that the application was up during the current hour. • Percentage of time that the application was up during the current day. • Time at which the last change of state occurred. • Time of the last failure. • Total number of times that the application has failed. The bottom left window shows each monitored entity type that has an object that is currently in a 'Down' state. Clicking on an item in the Type column will show specific details. The bottom right window shows a list of all monitored entity types. Clicking on an item in the Type column will open a further Display listing the specific objects being monitored.
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Call Admission Control Locations are used to implement call admission control in a centralized call processing system. Call admission control enables the regulation of voice quality by limiting the amount of bandwidth available for calls over links between the locations. A value of zero allocates infinite bandwidth and allows an unlimited number of calls on the link.
Accessing the Call Admission Control Display This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the Call Admission Control for Locations link.
Display Data If no call admission control is used to limit the voice bandwidth on an IP WAN link, an unlimited number of calls can be active on that link at the same time. This can cause the voice quality of each call to degrade as the link becomes oversubscribed. Usage of the link for a specified location is determined by monitoring the ratio of Currently Available Bandwidth to Max Available Bandwidth for that Location. The Threshold (CCMCallAdmission) alarm for LocationBandwidth will be triggered if usage is greater than 80 percent (ratio < 0.2).
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Calls Central The CCM-Calls Central Display provides a central point of administration, information and statistics for all calls taking place in the CUCM Cluster environment. It also provides an easy interface to focus on particular calls in real time as well as to see all devices associated with this call and its call legs (the specific path or route that an individual call takes). There is also call detail record information and statistical data for any completed calls.
Accessing the Calls Central Display This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the Calls Central link. The Calls Central Display may also be accessed from the Cluster at-a-glance Display by selecting the Calls link.
Display Data This Display monitors call activity for the whole cluster and provides a number of graphs that group call activity by CUCM system. A real time call summary by call direction and call origin for the phone devices is also provided. Most of the panels provide drill-downs that will provide greater detail on the specific topic. The graphs provided include: • Total Calls Active, H323 Active Calls, Calls Attempted Last Interval and IP Phone Lines in Use all per CUCM Server. • Active Calls by Category - all real time calls grouped by call direction. • Active Call Leg Breakdown for all SCCP Phones and Ports - all real time phone call legs grouped as Answering or Originating.
NOTE: All of these graphs are stacked bar charts, so the whole bar represents the total value.
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Links There are a number of links at the top of this Display that navigate to areas related to call activity and statistics. Delay To Dialtone Click on this link to view detailed delay to dial tone calls statistics by a number of different categories. Real time Calls Click on this link to see real time calls statistics for the whole cluster. Calls By Node Click on this link to view calls statistics and performance data per CallManager. Active vs In Progress Click on this link to view statistics for active and in-progress calls per CallManager. Real-time Call Legs Click on this link to view real time call legs for all calls in the cluster. CDR Analysis Click on this link to go to CDR Analysis Central, this provides call detail record data for completed calls and it is only available if records are written into the CallManager CDR database.
Drill-downs From the Calls Central Display you can click on a number of fields to drill-down to more detailed information. Total Calls Active and IP Phone Lines In Use Drill-down on a cluster name in the legend of either the Total Active Calls or IP Phone Lines in User charts to open the CCM- Calls and Lines Display. This Display will further information about all currently active/inactive lines and call attempts. H323 Calls In Active Drill-down on a cluster name in the legend of the H323 Call Active chart to open the NT-CallManager H323 All Display. This Display provides a list of all H323 Calls in progress and list of all H323 devices. Active Calls by Category Drill-down on a category type in the legend to see list of all real time calls grouped by direction category. Active Call Leg Breakdown for all SCCP Phones and Ports Drill-down to see all call legs for answering or originating SCCP devices (usually phones) on the network as calls take place in real time.
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CDR Analysis Central The Call Detail Records (CDR) functionality can be configured on CUCM devices in order to compile records of successful calls and failed call events. When CDR collection is enabled, CUCM writes Call Detail Records (CDRs) to an SQL database as calls are made. CDR collection is enabled and configured through service parameters that are set in the Cisco Administration Console.
Accessing the CDR Analysis Central Display This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the CDR Analysis link.
Display Data This display provides a list of the CUCM CDR service parameters and indicates whether they are active (T=true) or inactive (F=False). The service parameters include: • CdrLogCallsWithZeroDurationFlag - This service parameter controls whether calls with zero duration are logged in CDRs. The Cisco default is False (zero duration calls not logged). • CdrEnabled - This is the service parameter that controls whether or not CDRs are generated. The Cisco default is False (Call Detail Records are not generated). • CallDiagnosticsEnabled - Determines whether call diagnostic records are generated. The Cisco default is False (Call diagnostic records are not generated). In addition a number of Links are included that open Displays showing detailed CDR information.
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Cisco Service Events The Events from Cisco Services Display provides a list of log messages that have been generated by Cisco CallManager 3.3 or 4 devices.
Accessing the Cisco Service Events Display This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the Cisco Service Events link.
Display Data The Display shows details of each message generated including node name, event time, event log file name, event number and the event explanatory text. 'Error" type messages will be highlighted in red, 'Informational' messages will be shown in blue and 'Warning' type messages will be shown in pale blue.
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Cisco Software Inventory Central The Cisco Software Inventory Central Display provides details of the Cisco software installed on the system.
Accessing the Cisco Software Inventory Display This Display is accessed from All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the Cisco Software Inventory link.
Display Data The Display provides the node name, product name and product version for all Cisco applications, CtiManager modules, MCS Backup Systems, AlarmNT Service modules and ipvmsapp modules.
Drill-downs Clicking on an item in the Product Name field will open the NT-Software Inventory Product Detail Display that provides detailed information about the selected product, such as current status, date last used, date last modified and executable name plus folder path.
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Configuration Central The Configuration Central Display is used only on the PUBLISHER node to enable or disable centralized CallManager data collections.
Accessing the Configuration Central Display This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the required PUBLISHER node name in the CONFIGURATION window, which is located in the top right corner.
Display Data The Configuration Central Display will indicate whether Centralized Database and Cluster Database collections are running. Centralized CallManager data collections can be started, stopped or restarted by using the Links on the top left side of the Display. Cluster database collections can be started or stopped by using the links at the bottom left of the Display.
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CPU and Memory Central The CPU & Memory Central Display is used to analyze the processes running on a specific node along with memory usage and page faults. The individual process Display performs real-time trend analysis on the memory and CPU consumption so you can see whether or not the process appears to be leaking. You can also drill-down into software inventory information for each individual executable. Use the links at the top of the Display to view more detailed information.
Accessing the CPU & Memory Central Display This Display is accessed from the All Clusters Central Display by clicking on the required CallManager node name in the legend of the 'CPU Load distribution Last 5 sec' window. It can also be accessed from the Cluster at-a-glance Display by selecting the CPU link.
See Monitored Data (page 133) for details of the information shown on this Display.
Drill-downs From the Top 20 Busy Processes Window of the CPU & Memory Central Display you can drill-down by clicking on either an item in the 'PID' or 'Name' columns to open the Job Detail Display, or the 'Faults' column to open the Page Fault Detail Display. The Job Detail Display provides detailed information about each of the jobs that are in the top 20 list. You can use the Links at the top of the Display to find out further information about the process and the resources it is using, including the files that it is reading and writing (in real time).
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Links From the CPU and Memory Central Display a number of Links are provided to further Displays. Central Opens the Server Central (page 112) Display. More Opens a Display showing overall processor utilization on the network. It includes a memory overview and list of tasks sorted by name and memory requested. Handles Opens the Handles Central Display which shows critical system resource utilization. File Ops Opens the File Operations Central Display which shows the top 10 busiest disk files and the processes that are accessing them. Page Faults Opens the Page Faults Central Display which provides a count of page faults in the processor and the associated Paging information. Virtual Mem Opens the Virtual Memory Overview Display where one graph shows the percentage of free virtual memory and another graph shows free RAM, maximum virtual memory and used virtual memory. Memory, Cpu, Processes These links provide access to further Displays providing CPU and Memory details for the previous hour.
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Monitored CPU Data The CPU and Memory Central Display consists of four main Windows each containing a data chart or table; these are 'CPU Usage Breakdown', '5 Minute CPU Busy vs I/Os', '5 Minute Free Memory MB' and 'Top 15 Busy Processes'. The function of each of these is as follows:
CPU Usage Breakdown This Window provides a chart giving a quick reference overview of your systems workload.
BusyPrivilegedPercent Uses the BusyPrivilegedPercent field of the NtCpu record. It shows the percentage of processor time spent in Privileged Mode in non-Idle threads. The Windows NT service layer, the Executive routines, and the Windows NT Kernel execute in Privileged Mode. Device drivers for most devices other than graphics adapters and printers also execute in Privileged Mode. BusyUserPercent Uses the BusyUserPercent field of the NtCpu record. It shows the Percentage of processor time spent in User Mode in non-Idle threads. All application code and subsystem code execute in User Mode. The graphics engine, graphics device drivers, printer device drivers, and the window manager also execute in User Mode. BusyPercentInterrupts Uses the BusyPercentInterrupts field of the NtCpu record. It shows the Percentage of elapsed time that the Processor spent handling hardware Interrupts.
5 Minute CPU Busy vs I/Os This Window provides a graphical display of your CPU utilization.
CPU Busy (left hand axis) Uses the BusyPercent field of the NtCpu record. Busy Percent is a percentage of the elapsed time that a processor is busy executing a non-Idle thread. It can be viewed as the fraction of the time spent doing useful work System I/Os (right hand axis) Uses the FileDataOperationsPerSecond field of the NtCpu record. This shows the rate that the computer is issuing Read and Write operations to file system devices. It does not include File Control Operations.
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5 Minute Free Memory MB This Window provides a graph showing the Free Memory of the machine over the previous 5 minutes.
This graph makes use of the AvailableMB field of the NtMemory record. Available MegaBytes displays the size of the virtual memory currently on the Zeroed, Free, and Standby lists. Zeroed and Free memory is ready for use, with Zeroed memory cleared to zeros. Standby memory is memory removed from a process' Working Set but still available.
Top 15 Busy Processes This Window provides a table showing a list of the top 15 busiest processes in use on this machine.
PID Process ID is the unique identifier of this process. Process ID are reused, so they only identify a process for the lifetime of that process. Threads The number of threads currently active in this process. An instruction is the basic unit of execution in a processor, and a thread is the object that executes instructions. Every running process has at least one thread. Busy% Busy Percent is the percentage of elapsed time that all of the threads of this process used the processor to execute instructions. An instruction is the basic unit of execution in a computer, a thread is the object that executes instructions, and a process is the object created when a program is run. Code executed to handle certain hardware interrupts or trap conditions may be counted for this process. Name The name of the process. This is not a unique identifier as there may be many instances of the same process running at the same time. Faults/s Page Faults per second is the rate of Page Faults by the threads executing in this process. A page fault occurs when a thread refers to a virtual memory page that is not in its working set in main memory. Private Private Bytes is the current number of megabytes this process has allocated that cannot be shared with other processes.
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Virtual Virtual MegaBytes is the current size in megabytes of the virtual address space the process is using. Use of virtual address space does not necessarily imply corresponding use of either disk or main memory pages. Virtual space is however finite, and by using too much, the process may limit its ability to load libraries. Virtual Peak Virtual MegaBytes Peak is the maximum number of megabytes of virtual address space the process has used at any one time.
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CTI Manager The CTI Manager Display is used to monitor the performance of the CallManager CTI Manager. CTI or Computer Telephony Integration allows for the interactions between telephones and computers to be integrated or co-ordinated. This includes the integration of all customer contact channels such as voice, email, web, fax, etc. with computer systems.
Accessing the CTI Manager Display This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the CTI Manager link.
Display Data The CTI Manager Display includes a table showing the following real-time data for each node: • The Protocol Version column shows the version number of the QBE (Quick Buffer Encoding) interface used by CTI Manager. • The Open Lines column shows the total number of lines configured in CallManager that are controlled/ monitored by CTI applications. • The Open Devices column shows the total number of devices configured in CallManager that are controlled/ monitored by CTI applications. Devices include hardware, IP phones, CTI ports, CTI route points etc. • Number of open devices in this interval. • Total number of active CallManager links.
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• Total number of CTI clients currently connected to the CTI Manager. • Number of CTI connections in this interval. In addition four graphs are included that show the number of open lines in CallManager that are controlled/ monitored by CTI applications, the number of active links that CTI Manager is maintaining with CallManagers in the cluster, the total number of devices configured in CallManager that are controlled/monitored by CTI applications and the total number of CTI clients currently connected to the CTI Manager.
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Gateway Central Voice Gateways are the interfaces that connect the voice over IP network with PSTN and PBX networks. The Gateway Central Display provides the central point of administration and information for all configured Gateway devices on the CallManager Cluster environment. It also provides an easy to use interface that allows you to locate and monitor particular Gateways as well as to see detailed information, such as the state and links status usage.
Accessing the Gateway Central Display This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the Gateway Central link. The Gateway Central Display can also be opened from the Cluster at-a-glance Display by selecting the Gateway link.
Display Data The Gateway Central Display shows a list of all H.323, Voice and MGCP Gateway devices that are configured and registered in the CallManager database. Currently only H.323 controlled Gateways are supported. The data provided in each table includes: • Type - Class of the device, e.g. VG224, Cisco VG248 Gateway etc. • Calls Active - Number of currently active calls. • Protocol - The protocol used to control the Gateway. • Status - Status of the Gateway. The following status indicators are used: UNKNOWN: This indicates that the interface cannot be contacted. If the interface is not contacted after two SNMP pollings, the record will be removed from the display.
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DISABLED: This indicates that all the ports or channels of the interface are not configured (the administrative status is DOWN). UP: This indicates that all of the configured ports or channels of the interface are UP. DOWN: This indicates that all of the configured ports or channels of the interface are DOWN. DEGRADED: This indicates that some of the configured ports or channels of the interface are UP while some are DOWN. In addition a graph of MGCP channel utilization percentage is included.
Drill-downs H.323 Gateways Drilling -down on a H.323 Gateway name will open the Gateway Details Display. This Display provides detailed information about the selected H.323 Gateway and includes a list of each associated device with its device type, channel utilization percentage and current status. In addition a table showing details of each active call showing originating and answering device, called and calling parties and call duration. Voice Gateways Drilling-down on a Voice Gateway name will open the Voice Gateway Details Display. This Display shows detailed information about the selected Voice Gateway including a list of devices and a chart of the VG Ports that are active. MGCP Gateways Drilling-down on a MGCP Gateway name will open the Gateway Details-MGCP Display. This Display provides details of the number of active PRI and T1 Channels, the number of FXO and FXS ports that are active and the number of BRI voice channels that are active in a call in the Gateway.
SNMP Configuration To gather information about H.323 gateways, PROGNOSIS IP Telephony Manager must query through the H.323 gateway's SNMP interface. To do this the Gateway must support the following MIBs; - DIAL-CONTROL-MIB - ISDN-MIB - IF-MIB - CISCO-VOICE-ANALOG-IF-MIB In case the Gateway only supports IF-MIB, IP Telephony Manager will create records (PRI, TICAS, BRI, FXO) according to what is available in the interface table. However, the channel and port status will be set to DISABLED. As a result, the Gateway status is DISABLED. Also, call statistics data are not available. IP Telephony Manager requires that H.323 Gateways support SNMPv2c so that PSTN channel information can be gathered. IP Telephony Manager will interrogate the Cisco CallManager to determine the list of H.323 Gateways that must be interrogated. It will then poll each of these Gateways at regular intervals. By default the polling interval is 60 seconds, however, it may be necessary to adjust this polling interval for your own environment and this can be done through the irbrvocol.ini file. The SNMP session parameters are defined in the irbrvocol.ini file under the section [SNMP] which is read during the process start up. The irbrvocol.ini file is located in the following folder path of the installation location: PROGNOSIS IP Telephony Manager\Server\Configuration
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The following is a sample irbrvocol.ini file:
[SNMP] SnmpMonitoringEnabled = 1 GetCommunityString = public ; The poll time for the SNMP gatherers (in seconds) SnmpPollingSec = 60 ; Maximum number of SNMP agent can be polled in each interval. SnmpPollMaxRegNumber = 100 SnmpBatchPollSec = 5 ; The maximum size for Snmp packet SnmpDefaultMaxPacketSize = 1200 SnmpSessionTimeoutSec = 10 SnmpMonitoringEnabled This is set to 0 to disable H323 monitoring and set to 1 to enable it. If there is no entry for SnmpMonitoringEnabled, by default, H323 monitoring is enabled. GetCommunityString This provides a default community string used in sending SNMP request to the Gateways. An individual community string may be set for each Gateway using the PASSWORD Static Configuration. If there is no community string defined for the Gateway in the PASSWORD Static Configuration, the string defined for GetCommunityString will be used. If there is no entry for GetCommunityString, the default community string "public" is used. SnmpPollingSec This defines the SNMP polling interval to H323 gateways. To correctly define this, the number of H323 gateways being monitored have to be considered. If there is no entry for SnmpBatchPollSec, the default value is 60 seconds. If this is set too short, following warning message will appear in the wvlog.txt:
2007-11-13 16:01:13 00031047 backgrnd 07069 irbrvoco 8.1.1 003988 - Suggest increasing SnmpPollingSec value. SnmpPollMaxRegNumber This defines the maximum number of Gateways that are to be polled in parallel. If there is no entry for SnmpPollMaxRegNumber, the default value is 400. If this is set to a too large a value, for example, over 400, the system may report the following error in the wvlog.txt, and SNMP polling may not work properly:
2007-11-12 18:03:15 00004000 backgrnd 10986 irbrvoco 8.1.1 004004 - Internal program error - Too many objects registered. SnmpBatchPollSec If the number of H323 Gateways to be polled is more than the SnmpPollMaxRegNumber, the polling will be done in batches. For example, if there are a total of 500 H323 gateways and SnmpPollMaxRegNumber is set to 100, the polling will be done in 5 batches. During each batch, 100 gateways will be polled. SnmpBatchPollSec defines the time interval between each batch. To be precise, this is the time interval from the moment the first SNMP request is sent to the last Gateway in the current batch to the moment the first SNMP request is sent to the first gateway of the next batch. If there is no entry for SnmpBatchPollSec, the default value is 5 seconds. This time interval should be set to a value such that, within the time interval, the current batch of SNMP request is completed or mostly completed. If this is set too short, there may be chance that the previous batch of requests are mostly not completed before the next batch starts. This may result in the "Too many objects registered" error similar to what happen when SnmpPollMaxRegNumber value is too large. On the other hand, if the delay is too long, the "Suggest increasing SnmpPollingSec value" warning may appear and the value of SnmpPollingSec should be increased. Hence, it is important to adjust these 3 parameters, SnmpPollingSec, SnmpPollMaxRegNumber and SnmpBatchPollSec, in order to optimise the SNMP polling performance. To summarise, SnmpPollMaxRegNumber defines the number of batches required to process all the H323 gateway, SnmpBatchPollSec defines the time required to process each batch and SnmpPollingSec defines the time required to process all the batches.
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Community String and Password Configuration The SNMP protocol requires that each request has a community string that matches a setting in the Gateway being queried. IP Telephony Manager will use a default community string for most SNMP requests but this can be changed to a Gateway specific or cluster specific community string setting through the PASSWORDS configuration. A password only entry is used. snmpV2c:
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Heartbeat Flight Recorder The Heartbeat Flight Recorder is an Analyst that monitors for slow heartbeats from the CallManager process. The 'Heartbeat' Analyst collects performance information in a Database Collection if the heartbeat is detected as being slow (less than 0.40 beats per second) and the Cisco CallManager service is running when the slowness was detected. The information collected includes; CPU busy percentages, the processes running and network traffic, around the time when the slow heartbeat occurred. If the Cisco CallManager heartbeat slows or stops there is likely to be a serious impact on call processing by this CallManager. The Heartbeat Flight Recorder ensures that relevant trouble-shooting information is captured at around the time that any heartbeat problem is detected.
Using Hearbeat Flight Recorder The Heartbeat Flight Recorder is not running by default as it is only intended to be used to troubleshoot a problem with heartbeats running slow. The HeatbeatAnalyst can be started on all CallManagers from which you are receiving the CMHeartBeatProblem alert in Alerts Central. You can start the HeartbeatAnalyst by drag and drop or by specifying the CallManager node names in the Nodes to Run On tab before you start the Analyst. The HeartbeatAnalyst document can be found in the following folder path of the Document Navigator: IP Telephony Manager\Cisco\CCM\Analysis and Automation\Heartbeat
Configuration This feature is a combination of GUI documents and server-side configuration files. The GUI documents are located in the IP Telephony Manager\Cisco\CCM\Analysis and Automation\Heartbeat folder of the Document Navigator. Normally you will not need to configure anything to use this feature. However, you can customize the following: 1. What to collect when the problem occurs can be customized by editing the database configuration in the file: C:\Program Files\PROGNOSIS IP Telephony Manager\Server\Configuration\HeartbeatFlightRecorderStart.pcmd 2. You can adjust the trigger rate by editing the primary rule MonitorForSlowHeartbeat in the HeartbeatAnalyst document and changing the line WHERE HEBERATE < 0.4. Be sure to also adjust the 'off' trigger in the secondary rule DetectNormalHeartbeat. 3. The database collected by the flight recorder will collect until the heartbeat returns to normal. The size of the database is limited to 50MB and will wrap around when it reaches that limit. You can change the limit in the file: C:\Program Files\PROGNOSIS IP Telephony Manager\Server\Configuration\HeartbeatFlightRecorderStart.pcmd
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Monitoring Heartbeat Data If the Heartbeat Analyst detects a problem a message will be displayed in Alerts Central. Example: 'Current heartbeat rate is 0.541737. Collecting database'
Drilling-down on the Problem # column will open the 'Problem' Display which contains further details of the heartbeat rate problem and shows the status of the command entry that the Analyst runs to start a Database Collection. Further details of the Heartbeat monitoring can be found in the specific Heartbeat Displays that can be accessed from the Document Navigator.
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Heartbeat Checks A general-purpose heartbeat Display is included to show you, in real-time, the heartbeat rate and counts for a node, group of nodes or all nodes. You may wish to use this Display to verify the exact heartbeat rate for your CallManager systems. The Heartbeat Check-All Nodes Display can be started from the following folder in the Document Navigator: IP Telephony Manager\Cisco\CCM\Analysis and Automation\Heartbeat
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Heartbeat Database Replay The Heartbeat Flight Recorder Replay document is included in the following folder of the Documentation Navigator: IP Telephony Manager\Cisco\CCM\Analysis and Automation\Heartbeat This replay allows you to step backwards and forwards and view the processes executing for each interval. This may help to isolate whether another process is consuming too much CPU during the slow heart beats.
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HP Insight Manager Central PROGNOSIS IP Telephony Manager includes support for HP Insight Manager. This provides environment information such as power supply voltage, fan speed, chassis temperature and disk errors for your HP system.
NOTE: Different HP devices will return different data, or no data depending, on the individual hardware type.
Accessing the HP Insight Manager Central Display This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the HP Insight Manager link.
Display Data The following data is provided on the HP Insight Manager Central Display: Temperature Sensors - monitors the temperature of the sensors in your HP system and displays the current operating temperature in both Fahrenheit and Celsius. In addition the State field will alert you to any problem situations.
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Media Central Media resources provide services such as transcoding, conferencing, music on hold, and media termination. Cisco Unified CallManager validates registered devices, keeps track of the total devices that are available in the system, while also tracking the devices that have available resources. PROGNOSIS IP Telephony Manager monitors these media resources on the system and provides performance data through a number of Media displays. The CCM - Media Server Central Display provides an overview of media resource usage and includes Links to other Displays that contain more detailed information.
Accessing the Media Central Display This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the Media Central link.
Links The Display provides links to access other Displays showing detailed performance data for: Media Termination Points This Link opens the NT-CallManager Media Termination Point Display. This Display includes a graph showing the number of active media termination points against the total supported plus a table containing details for all MTP devices. Music on Hold This link opens the NT-CallManager Music On Hold (page 150) Display. This Display provides graphs showing the multicast and unicast MOH streams that are in use against the number supported. A table is also included that shows the MOH service details for all MOH servers. Transcoder Devices This Link opens the NT-CallManager Transcoder Devices Display. This Display includes a graph showing the total number of active transcoders against the total number supported. A table of transcoder details is also provided showing the total number active, total available and total supported on each CallManager.
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Conference Bridges This Link will open the NT-CallManager Conference Bridge Display. This Display includes graphs showing the active hardware and software conference streams against the total supported. Tables are also included showing details of both hardware and software conference streams plus a video conference bridges summary.
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MCS Backup MCS stands for Media Convergence Server, which is essentially a machine hosting Cisco CallManager or other Cisco AVVID applications.
Accessing the MSC Backup Display This Display is accessed from the All Clusters Central Display by clicking the MCS Backup Link in the Global Centrals panel.
Display Data The MCS Backup Log records the results of a backup operation on an MCS and the MCS Backup Log Display provides an easy way to view the log information, including error messages for the current day and details of the last 1000 log entries.
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Music on Hold The MOH (Music on Hold) server is a software application that provides music on hold audio sources and connects a music on hold audio source to a number of streams. It is used by the Cisco CallManager Music On Hold feature. The NT-CallManager Music on Hold Display provides data from the MOH servers and devices providing a graphical representation of the Music on Hold server resource usage.
Accessing the Music on Hold Display This Display is accessed from the All Clusters Central Display by clicking the Music on Hold Link in the Global Centrals panel.
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Performance Overview The System Performance Overview Display provides a quick reference guide to the CPU Busy, Memory Free, Network I/Os and File I/Os data for each publisher in the monitored CallManager cluster.
Accessing the System Performance Overview Display This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the Performance Overview link.
Drill-downs Drill-downs are available on most of the data fields on this Display providing access to further Displays containing more detailed information. Clicking on data in the CPU Busy column will open the CPU & Memory Display, the MB%Free column will open the NT Processor Utilization Display, the IP Packets Received column will open the Network Interface Central Display and the File Operations column will open the File Operations Central Display.
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Phones Central The CCM-Phones Central Display is a central information and administration point for all phone devices in the CallManager Cluster environment. It provides an easy interface that allows you to locate particular phone devices, see general summary statistics about devices in the cluster, locate and troubleshoot single phone devices, and analyze, collect and configure real time data about a single device or a group of devices.
Accessing the Phones Central Display This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the Phones Central link. The Phones Central Display can also be opened from the Cluster at-a-glance Display by selecting the Phones link.
Display Data On the Phones Central Display the total number of purchased device licenses is displayed in the bottom right corner. These include any configurable devices in the CallManager database, such as phones, gateways, voice mail ports, etc. Make sure that you have purchased enough PROGNOSIS IP Telephony Manager licenses to be able to monitor all your devices. Phones Central shows: • All phone devices that are configured in the CallManager database. • Registered and configured phone devices summary for every CallManager and their priority (Primary, Secondary or Tertiary). • Voice quality averages (Jitter, Latency and Packets Lost) for each CallManager. This does not include voice mail devices.
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The Phones Central Display also provides: • The ability to search for phone devices using different criteria and the automated collection of important performance indicators, such as mean opinion score, delay to dial tone, jitter and latency for devices for replay and analysis. • Ability to request in real-time quality of service and other information from IP phone devices. • An easy to access view of all registered and configured phone devices in your clusters. • A summary of real-time calls and line activity for all phone devices. • The ability to drill-down on particular calls associated with devices in real-time and the ability to see the call legs for these calls.
Links Phone Registrations This link opens the Phone Registrations Display. Here details of the number of phones registered by Device Pool and Cluster can be viewed with historical registration details. All Registered Phones This link opens the CCM-Reg Phones Display. Here individual device details are provided for all phones registered in the CallManager database and all discovered registered phones. View Defined Collections This link opens the CCM-Device Collections Display. This Display is used to monitor collections that were defined for specific devices. Calls Central This link opens the CCM-Calls Central (page 125) Display. Find Phone > By Name, By Extension, By Description This provides a search facility allowing you to search for specific phones or devices by name, extension or description. See Find Phone (page 154) for further details. All Extensions This link opens the Extensions Summary Display. This Display provides detailed information about all available and deleted extensions, such as phone type and model.
Drill-downs From Phones Central you can click on items in the following data columns to drill-down to more detailed information. Configured Primary, Secondary, Tertiary Columns Drill-down on an item to see a list of all configured devices for the corresponding CallManager. Registered Primary, Secondary, Tertiary Columns Drill-down on an item to see a list of all registered devices for the corresponding CallManager. Registered Phones - Total Column Drill-down on an item to see a list of all registered phone devices on an individual CallManager that are available using performance monitor. Active Calls, Active Lines - Total Column Drill-down on an item in the Total column of the Active Lines or Active Calls Windows to view a list of all currently active lines and call attempts. Cti Manager - Connections Drill-down on the total number of Cti connections from the Cti Manager Window to go to the Cti Manager Central Display. This is a performance monitor for Cti connections and open lines.
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Find Phone A search facility is provided from the Phones Central Display. This allows you to search for specific phones or devices by name, extension or description. The searched for string is using 'contains in any position' match pattern logic.
After completing the prompt and selecting the OK button a list of phone devices that matched search criteria will be presented.
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Detailed Phone Monitoring It may often be necessary for the network administrator to collect call quality data for one or more phone devices in order to verify reported issues and determine any required corrective action. While PROGNOSIS IP Telephony Manager automatically monitors each phone in real-time an option is also available that allows historical data to be collected for IP phones. This is done through the NT - CUCM Device Detail-Phones Display from where a Call Quality History database can be run.
Accessing the NT - CUCM Device Detail - Phones Display The NT - CUCM Device Detail-Phones Display is accessed from the Phones Central Display by selecting the Phones Inventory Link, this will open the CCM - Reg Phones Display which will provide a list of all registered devices. Click on the phone device name that the call quality data is required for and this will open the NT- CUCM Device Detail - Phones Display.
In order to obtain call quality history data refer to the top right corner of the CallManager Device Detail-Phones Display in the area designated 'Call Quality History'.
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The first line in this area contains the text 'Database Running State', this indicates whether the Call Quality database is currently running or not. A green background indicates that the database is running and a red background indicates that it is not. Only one instance of the database will ever be run on one node, therefore if another device has already been set up for Call Quality History then the database will already be running. The next line indicates whether data is currently being collected for this particular phone. If the line is blank then this phone has not been set up for Call Quality History data. If the line shows 'Data is being Collected for this Device' it means that the phone has been set up for Call Quality History and the data is currently being collected.
If the line shows 'Data is NOT being Collected for this Device' it means that this phone has already been set up for Call Quality History and that data has been collected in the past and still exists in the database, but data is not currently being collected.
Options Four Links are provided in the Call Quality History area that provide control of the data collection: START Collecting Relevant Data Selecting this Link will run a Command that will set up the data collection for this phone device. The device number will be added automatically to the Command and an option is provided to add a monitoring interval, i.e. how long the collection will run for. The default is 1 hour (3600 seconds).
. The Command will be run on the node where the phone is registered and the data collected will also be stored on this node. To check where the data is being stored refer to the title of the CallManager Call Detail Display or where the phone is registered. The status indicator line will change to show 'Data is being Collected for this Device'. View Collected Data Use this Link to view the historical data that has been collected. STOP Collecting Relevant Data Selecting this Link will stop the database from collecting data for this phone only. However, all historical data that has been collected will remain in the database. The status indicator line will change to show 'Data is NOT being collected for this device'. REMOVE Data Collection Use this Link to completely remove the phone device details from the database collection and also remove all historical data that has previously been collected. The status indicator line will go blank.
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Route Pattern Availability Route patterns determine the path that calls take in a network, based upon predefined criteria as set up in the CallManager Administration module. This function is based upon the set up of the individual system and can include the use of Route Lists, Route Groups, and Endpoints. The All Clusters Central Display includes a Route Patterns window that shows a list of the current route patterns together with destination and status details.
The content of the Destination field depends upon the route pattern type. If the route pattern is a Gateway type then the Gateway that this route pattern directs calls to will be shown. If the route pattern is a Route List type then the Route List will be shown. Clicking on an item in the Destination column will open a further Display showing either Endpoint or Route List information. The route pattern type determines the Display that will open. If the route pattern type is a Gateway then this will open the CCM-Endpoints Display
If the Route Pattern type is Route List then clicking on such an item in the Destination column will open the Route Group by Route List Name Display.
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Route Pattern Central The CCM-Route Patterns Central Display provides a convenient information and administration point for all Route Patterns in the CallManager Cluster environment.
Accessing the Route Pattern Central Display This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel, to open the One Cluster Central Display. From here click on the Route Pattern Availability link. The Route Pattern Central Display can also be accessed from the Cluster at-a-glance Display by selecting the Route Pattern link.
The Route Patterns Central Display provides; • The facility to quickly identify problems with call routing. These types of problems usually translate into degraded/unavailable services or higher call costs. • A view of the Route Patterns configured in the cluster and an easy method to monitor their status. • Drill-downs to the Route Lists, Route Groups, and Endpoints that the Route Pattern links to.
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Display Data On the Route Pattern Central Display each row corresponds to a Route Pattern in the CallManager database. The data provided includes: Pattern The pattern itself as listed in the CallManager administration pages. Destination If the Route Pattern type is H.323 GATEWAY, MGCP GATEWAY, or MGCP ENDPOINT then this field is the name of the gateway or MGCP endpoint that calls matching this Route Pattern are routed to. If the Route Pattern Type is ROUTE LIST then this field is the name of the Route List that calls matching this Route Pattern are route to. Type The type of the route pattern. H.323 GATEWAY: Route Pattern routes its calls to an H.323 gateway. MGCP ENDPOINT: Route Pattern routes its calls to an MGCP endpoint. MGCP GATEWAY: Route Pattern routes its calls to an MGCP gateway. ROUTE LIST: Route Pattern routes its calls to a Route List. BLOCKED PATTERN: Route Pattern blocks all calls routed to it. GATEKEEPER TRUNK: Route Pattern routes its calls to a Gatekeeper Trunk. ICT (NO GK): Route Pattern routes its calls to an Inter-Cluster Trunk (not gatekeeper controlled). ICT (GK): Route Pattern routes its calls to an Inter-Cluster Trunk (gatekeeper controlled). SIP TRUNK: Route Pattern routes its calls to a SIP Trunk. ANON GATEWAY: Route Pattern routes to an Anonymous Gateway Device (CallManager 3.x only). Status Shows the status of the route pattern, which can be one of the following: OK: Indicates that all devices associated with the route pattern are available to make and receive calls.
DOWN: Indicates that all devices associated with the route pattern are unavailable.
DEGRADED: Indicates that some devices associated with the route pattern are up, and some are down.
DISABLED: Indicates that the corresponding route list / group is disabled.
BLOCKED: Indicates that the route pattern has been blocked. See the cause field for more details. Cause This field shows the reason why the status of the route pattern is not OK.
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Drill-downs From the CCM-Route Pattern Central Display you can click on items in the Destination column to view more detailed information. The Display that opens will depend upon the Destination type as shown below. Destination: ROUTE LIST Type If the Route Pattern Type field is ROUTE LIST then drilling-down on this field displays the Route Groups that are linked to the Route List specified in the Destination field of the Route Pattern.
Drilling-down in turn on the Route Group field displays the Devices that are members of the selected Route Group. In the first example illustrated below the Endpoints are analogue (indicated by the Type field being FXO or FXS).
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In the second example, illustrated below, the endpoint is a T1 or E1 span (indicated by the Type field being DS1).
Drilling-down on the Endpoint Name field will display the bearer channels that belong to that span.
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Destination: All Types except ROUTE LIST If the Route Pattern Type field is anything other than ROUTE LIST then drilling-down on this field will open the CCM-Endpoints Display. This shows details of the endpoints that are located within the Gateway specified in the Destination field of the Route Pattern. An example is illustrated below.
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Service Control Center The CallManager Service Control Center Display is used to view the current status of all Cisco CallManager services that are running on the network.
Accessing the Service Control Center Display This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the Service Control Center link.
Display Data This Display provides details of each service, including the node name where the service is being run, the full service name, the PID, the current status and the last error message returned. The status column is color coded to allow for easy identification of status types. By right clicking on this column a number of PROGNOSIS Commands are available allowing you to Start, Stop, Restart or Pause the service.
Drill-downs Drill-downs are available on the Service Name, PID and Last Error columns. These will open further Displays providing more detailed information.
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Security Central The Security Central Display shows the status of any security related devices that are installed. It also includes graphs showing the number of configured devices per security mode, registered phones and authenticated calls active per CallManager.
Accessing the Security Central Display This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the Security Central link.
Drill-downs CallManager Security Parameters Drill-down on an item in the CallManager Security Parameters window to view list of all security related parameters configured in the CallManager database. Configured Devices per Security Mode Drill-down on a label in the Configured Devices per Security Mode graph to view list of devices with selected security mode configured in the CallManager database.
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Super Trace Central Tracing refers to process of reading CallManager log files. Different components (processes/ services) can be configured to a desired level of tracing through CallManager administration. Once it is enabled, trace files will be created that log operation details of the required process. The Super Trace Central Display is designed to ease the process of reading trace files and drill-down on critical data from a single interface. Many logs span multiple files and the PROGNOSIS IP Telephony Manager collector will automatically read these to obtain the required data. Log entries appear on the screen as they are written to the trace files. This Display is most suitable for technical staff to use when debugging CallManager processes.
Accessing Super Trace Central This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the Super Trace Central link.
Drill-downs Drill-downs are provided on each node name in each trace category window. Clicking on a node name will open a further Display providing more detailed information about the particular trace.
NOTE: These Drill-down Displays have potentially high system resource usage.
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TFTP Servers The Cisco TFTP Service is used to build configuration files and transfer those files on demand along with binary image files and ring tones to devices on the network. This usually occurs when a new device is connected or an existing device is rebooted. Every IP phone and CallManager Gateway on the network relies on the TFTP service to supply these files so that they can operate. The NT-CallManager TFTP Display provides the status of the Cisco TFTP Services and also provides performance data for the TFTP requests and data transfers.
Accessing TFTP Central This Display is accessed from the All Clusters Central Display by clicking the TFTP Servers Link in the Global Centrals panel.
Display Data This Display shows details of TFTP requests and segments together with file transfer details and TFTP Service status. By right clicking on the Status column of the TFTP Services Status window, the context menu offers Commands to Start, Stop, Restart or Pause services.
Links TFTP Heartbeats This link opens the NT-CallManager TFTP Heartbeat Display. This Display provides both a graphical representation and table of the heartbeat data for all running TFTP Services. If the heartbeat slows or stops there is likely to be serious impact to IP devices on the network.
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Trunk Central The CCM-Trunk Central Display provides detailed data on all trunks on the network. A trunk is a service that allows quasi-transparent connections between two PBXs, a PBX and a local extension, or some other combination of telephony interfaces with signaling passed transparently through the packet data network.
Accessing the Trunk Central Display This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the Trunk Central link. The Trunk Central Display can also be opened from the Cluster at-a-glance Display by selecting the Trunks link.
Display Data The CCM-Trunk Central Display provides a list of each trunk device in the cluster and shows the status of each trunk together with the trunk type and the protocol being used. The trunk types include: • ICT (Non-GK Controlled) = 'Inter-Cluster Trunk (Non-Gatekeeper Controlled)', • ICT (GK Controlled) = 'Inter-Cluster Trunk (Gatekeeper Controlled)', or • H.225 (GK Controlled) = 'H225 Trunk (Gatekeeper Controlled)'. • SIP Trunk Two charts are also included at the bottom of the Display that show the active calls per trunk and the calls attempted per trunk over a 3 minute period at 10 second intervals.
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Drill-downs Gatekeeper CAC A gatekeeper device, also known as a Cisco Multimedia Conference Manager (MCM), supports the H.225 Registration, Admission and Status Protocol (RAS) message set used for call admission control, bandwidth allocation, and call routing. The gatekeeper provides these services for communications between Cisco CallManager cluster. Only one primary gatekeeper device is configured per Cisco CallManager cluster. A Link at the top right of the CCM-Trunk Central Display will open the following Display providing detailed CAC information.
If no call admission control is used to limit the voice bandwidth on an IP WAN link, an unlimited number of calls can be active on that link at the same time. This can cause the voice quality of each call to degrade as the link becomes oversubscribed. Usage of the link for a specified location is determined by monitoring the ratio of Currently Available Bandwidth to Max Available Bandwidth for that Gatekeeper. The threshold (CCMCallAdmission) alarm for LocationBandwidth will be triggered if usage is greater than 80 percent (ratio < 0.2). The RAS Retries counter represents the number of retries due to loss or delay of all RAS acknowledgement messages on the configured gatekeeper and its alternate gatekeepers.
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Trunk Name A Drill-down is available from the Trunk Name column. Clicking on a name will open the Trunk Details Display containing detailed information for the specific trunk device. The details provided will vary depending upon the trunk type. The following example Display shows the details provided for a ICT (Non GK Controlled) trunk.
Thresholds The CcmCallManagerAlerts Threshold contains two Conditions that will monitor call attempts made per trunk every minute. A warning message will be issued if no calls are attempted on the trunk for the last 10 minutes. One Threshold Condition is included for H323 protocols, 'TrunkH323NoCallAttempts' and one for SIP protocols, 'TrunkSipNoCallAttempts'. These Conditions are disabled on start-up of the CcmCallManagerAlerts Threshold and need to be activated if required. See Thresholds (page 179) for further details.
Reports Trunk Utilization reports are available from the Reports Central Display.
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Unity Central Cisco Unity is a powerful Unified Communications solution that provides advanced, convergence-based communication services and integrates them with desktop applications. Designed for enterprise scale organizations, Cisco Unity delivers unified messaging that gives subscribers the ability to access and manage messages and calls from anywhere, at any time, regardless of device or media type. Using Cisco Unity, you can listen to your email over the telephone, check voice messages from the Internet and, if a fax server is present, forward faxes to any local fax machine.
Accessing the Unity Central Display This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the Cisco Unity Overview link.
The Unity Central Display shows a list of Cisco Unity Servers showing database details, version number and its current status. The line graph at the bottom of the screen shows the Voicemail Port Utilization per Server. For full details of monitoring Cisco Unity with PROGNOSIS IP Telephony Manager see the Cisco Unity Monitoring (page 252) section.
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Video Telephony Cisco CallManager 4.0 and 4.1 introduced Video Telephony with support for SCCP and H.323 video. This video functionality allows organizations to conduct video calls (both audio and visual) to an individual’s desktop or videophone. PROGNOSIS IP Telephony Manager can be used to monitor the video call data that is available from CallManager 4.0 and 4.1 in the same way as voice transmissions.
Accessing Video Central This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the Video Central link.
Display Data The Video Central Display provides a range of information for the monitoring of video based calls over the IP telephony network. No additional configuration is required to start monitoring video call data; the supplied Displays will operate upon installation. The data shown includes: • Calls Active This graph shows the total number of active video calls with video streaming connections (CallManager) and active video conference calls (Conferences) on all registered video conference bridge devices. In addition, the total number of video calls with video streaming connections that are active on all H.323 devices known by CallManager are also shown. • Calls Completed This graph shows the number of video calls that were actually connected with video streams and then released in the last interval for CallManager, Conferences and H.323 connections.
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• Failed Video Stream Requests Shows the number of failed video stream requests from the location where the video conference was initiated (CallManager), the number of failed video stream requests to the configured gatekeeper or its alternate gatekeepers (Gatekeeper) and the number of attempts that were made to allocate a conference resource from this video conference device and failed (Locations). • Top 5 Locations - Video Bandwidth in Use % This graph shows the top 5 locations based on the percentage of bandwidth currently being used for video conference calls. • Video Alerts This chart depicts the number of open video call alerts that have been recorded by the PrognosisAutomationProblemSummary (PROBSUM) record. The chart groups alerts by the severity levels of Critical, Error, Warning and Information. The pre-configured default Threshold - CcmCallManagerAlerts needs to be running on each node being monitored. • Registered Video Enabled Devices This graph shows the total number of registered video enabled devices and the total number of lines or extensions that are currently in use by these devices.
Drill-downs From the Video Central Display you can click on a number of fields to drill-down to more detailed information. Calls Active & Calls Completed - CallManager Drilling-down on the CallManager label in either the Calls Active or Calls Completed windows will open the CCM- Calls Video Display. This Display provides a detailed analysis showing graphs of Video Calls Active, Video Calls Completed, Total Calls Active vs Calls in Progress and CPU Busy. Calls Active & Calls Completed - Conferences Drilling-down on the Conferences label in the Calls Active or Calls Completed windows will open the CCM- Conference Bridge Video Display. This Display includes further graphs showing call statistics divided into Video Conference Bridge (VCB) and CallManager. Calls Active & Calls Completed - H.323 Drilling-down on the H.323 label in the Calls Active or Calls Completed windows will open the CCM-Calls Video H323 Display. This Display shows specific H.323 data including graphs for Total Active Calls, Active Video Calls, Calls Attempted vs Completed and Calls Completed. Failed Video Stream Requests Drilling-down on any label in the Failed Video Stream Requests window will open the CCM-Video Resources Display. This Display shows graphical data on video stream failures divided by CallManager and CallManager Controlled Devices. Top 5 locations - Video Bandwidth in Use % Drilling-down on any label in the Top 5 locations - Video Bandwidth in Use % window will open the NT - CallManager Call Admission Control Display. This Display provides Gatekeeper and Locations information together with graphical data on H.225 Registration, Admission and Status Protocol (RAS) message retries. Video Alerts Drilling-down on any label (Alert category - Error, Critical, Warning or Information) in the Video Alerts window will open the Alerts for Category Display. This Display shows detailed information about any recent alerts for the specific cluster. Registered Video Enabled Devices Drilling-down on a field showing registered video enabled devices, e.g., Phones, will open the CCM-Video Devices Display. This Display will show details of all Video enabled devices that are registered in the CallManager database.
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Video Call Monitoring Alerts A number of Alert Conditions, created specifically for video call monitoring are included in the CcmCallManagerAlerts Threshold. This Threshold is located in the following folder of the Document Navigator IP Telephony Manager\Cisco\CCM\Thresholds
The CcmCallManagerAlerts Threshold is not started by default, to start the Threshold on all Clusters click on the Threshold document in the Document Navigator. The Video Call Alerts are all started by default when the Threshold is started and data for each Alert is refreshed every 1 minute. The alerts include: VideoBandwidthLocation Alerts if the bandwidth currently in use for video exceeds 79%. VideoCallsActiveH323 Alert will be triggered when there are more than 2 video calls with video streaming connections in use on all registered H.323 devices. VideoNoResourcesLocation Alert will be triggered when any video stream request fails. VideoOutOfConferencesCCM Alert will be triggered when any new video conference request fails. VideoOutOfConferencesVCB Alert will be triggered when any attempts to allocate a video conference resource fail. VideoOutOfResourcesCCM Alert will be triggered when a change occurs in the number of CallManager attempts to allocate a video streaming resource or a change occurs in the number of attempts to allocate a video conference resource. VideoOutOfResourcesGK Alert will be triggered for any change in the number of failed video stream request fails. VideoOutOfResourcesVCB Alert will be triggered for any change in the number of attempts made to allocate a video conference resource. Each Alert (condition) is configured to send a message to the PrognosisAutomationProblem (PROBLEM) record and SNMP trap when triggered.
NOTE: The Threshold name ends with the word 'Alerts'. This is used as a flag in the PrognosisAutomationProblem (PROBLEM) record to indicate alerts triggered by a Threshold.
See the Thresholds and Alerts section (page 179) for further information about the CcmCallManagerAlerts Threshold.
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Voice Quality The Voice Quality Central Display shows call Quality of Service (QoS) related data. This data is based upon the Call Detail Records (CDR) and Call Detail Diagnostic Records (CDRD or CMR) provided by CallManager. See Voice Quality Setup (page 176) for further details.
Accessing Voice Quality Central This Display is accessed from the All Clusters Central Display by selecting a node from the Cluster Centrals panel which will open the One Cluster Central Display. From here click on the Voice Quality Central link. The Voice Quality Central Display can also be opened from the Cluster at-a-glance Display by selecting the Voice Quality link.
The Display is divided into five windows. The top two windows show voice quality data by MOS bands. The top left window uses a pie chart to show this data for the previous one minute period, while the top right window uses a bar graph to show this data for a 30 minute period. The three windows at the bottom of the Display are made up of bar graphs depicting Calls by Packet Loss, Calls by Latency and Calls by Jitter Bands each over the past 10 minutes.
Database The Voice Quality Central Display shows voice quality data collected by the CCM-Voice Quality Database. This database needs to be started manually, if the database is not currently running the indicator in the top left corner of this Display will show Click to Start Recording, click this link and the CCM Voice Quality Database will be started and the indicator will change to 'Recording'.
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Links Voice Quality Summary (Last Hour) This Link opens the CCM-Voice Quality Summary Display. Here a line graph shows the total number of calls undertaken during the last hour broken up into the quality categories of unacceptable, poor, fair and good. In addition another graph shows the same data on a percentage basis. Voice Quality Summary (Today) Shows the same voice quality summary for the current day. Voice Quality Summary (Yesterday) Shows the same voice quality summary for yesterday.
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Voice Quality Setup To configure Voice Quality monitoring, complete the following steps Step 1 Update the NETWORK Configuration on the Managing Server by adding the IP addresses of all Publisher nodes to a MANAGED-NODES statement so that the node has visibility of all Clusters. E.g. MANAGED-NODES (10.1.1.102, 10.1.1.13, 10.1.1.15, 10.1.1.16) Step 2 (Optional) To change the MOS (Mean Opinion Score) threshold value from the default of 3.60 proceed as follows: Go to the installation directory of PROGNOSIS IP Telephony Manager on the Publisher node or Managing Server, locate the CMCALLQS.ini file in the Server\Configuration\PAR folder path and adjust the MosThresholdValue parameter value under [CallManagerCallQualitySummary] section: ; Threshold values for CallManagerCallQualitySummary record ; MOS Threshold Value used in Above and Below MOS Value Calculations MosThresholdValue = 3.6 ; Min MOS Threshold Value used for Poor to Fair MOS Value Calculations MosThresholdValuePoor = 3.6 ; Min MOS Threshold Value used for Fair to Acceptable MOS Value Calculations MosThresholdValueFair = 3.8 ; Min MOS Threshold Value used for Acceptable to Good MOS Value Calculations" MosThresholdValueAcceptable = 4.0 ; Min MOS Threshold Value used for Good MOS Value Calculations MosThresholdValueGood = 4.2 Currently, the MosThresholdValue is used for the daily and monthly calculations of call percentages with MOS above and below the specified Threshold. Other MOS threshold values are only used for last interval call counts and percentage calculations. Step 3 Start the CCM-Voice Quality database on the Publisher node, it can be started from the CCM-Voice Quality Central Display or from the following folder path in the Document Navigator: IP Telephony Manager\CCM\Real-Time\Display Central \Voice Quality\Configuration Step 4 MOS (Mean Opinion Score) monitoring is based on CDR and CDRD records, therefore you need to make sure that CDR and CallDetailDiagnostic parameters are enabled on CallManager (see below).
CDR and CallDetailDiagnostic Parameters The CallManagerCall (CMCALL) record is used to report overall QoS statistics for a given call. One record is produced per call and it is based on the CDR and matching CDRD for that call. No call QoS data (MOS values) will be produced in the record if: a) CDR record has no matching CDRDs b) Important data in CDRDs is missing or out of acceptable range (e.g. Packet Loss % > 50, no codec defined media payload, odd values, etc.).
NOTE: Only call records that have an average Mean Opinion Score (MOS) value calculated are collected into the IP Telephony Manager database and reported on.
It is important to check that CDR and CDRD are enabled on the cluster, this can be done by using the CDR Analysis link on the One Cluster Central Display to open the Call Detail Record Analysis Central. A value of T (True) indicates that the CDR or CDRD are enabled.
NOTE: If the CdrLogCallsWithZeroDurationFlag is not enabled (as shown on Call Detail Record Analysis Central) then most of the IP Telephony Manager statistics will be incorrect and some of the Displays will not be populated. This is an important setting, as failed calls will not be seen.
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Voice Call Quality Alerts Two Alert Conditions created specifically for voice call monitoring are included in the CcmClusterAlerts Threshold, which is run on the CCM Publisher. This Threshold is located in the following folder of the Document Navigator: IP Telephony Manager\Cisco\CCM\Thresholds
The CcmClusterAlerts Threshold is not started by default, to start the Threshold drag the Threshold document from the Document Navigator to the CallManager Publisher node in the Node Navigator. Once the Threshold is running, any disabled Alerts can be started by right clicking on the Alert in the Node Navigator, then selecting Start from the context menu. The Voice Call Quality Alerts are: VoiceQualityCall This Alert is disabled by default. When started, the data is refreshed every minute. An alert will be triggered for every call where the average MOS score falls below 3.6. The alert message will contain the global call id reference that can be used to trace the call for more root cause analysis. VoiceQualityCalls This alert is enabled by default with the data refreshed every 1 hour. An alert will be triggered if there are any calls that have an MOS below the set Threshold value during the last hour.
Each Alert (condition) is configured to send a message to the PrognosisAutomationProblem (PROBLEM) record and SNMP trap when triggered.
NOTE: The Threshold name ends with the word 'Alerts'. This is used as a flag in the PrognosisAutomationProblem (PROBLEM) record to indicate alerts triggered by a Threshold.
See the Thresholds and Alerts section (page 179) for further information about the CcmClusterAlerts Threshold.
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Web Attendant Servers Organizations today may choose to route inbound telephone calls automatically, manually or by a hybrid combination of both. The Cisco WebAttendant product is a web-based graphical user interface that is used to more efficiently automate the operations of a manual attendant console. The PROGNOSIS IP Telephony Manager Web Attendant Central Display is used to monitor the Cisco WebAttendant interface providing status and performance data.
Accessing Web Attendant Central This Display is accessed from the All Clusters Central Display by clicking the Web Attendant Servers Link in the Global Centrals panel. Alternatively, select a node from the Cluster Centrals panel which will open the One Cluster Central Display then click on the Web Attendant Link.
Web Attendant Data NT-CallManager Web Attendant monitors the Cisco WebAttendant services (known as Cisco Telephony Call Dispatcher) providing status, Heartbeat and performance information. The data includes the number of active calls, Web Attendant Details and Web Attendant Lines. The Web Attendant Details data includes the total number of clients (Totl Clnt), total number of clients online (Totl OICI), total registered clients (Totl RgCl), clients processed per second (Clnt Rate), client changes this interval (Num Clnt), client changes online this interval (Num OICI), registered client changes this interval (Num RgCl) and registered clients per second (RgCl Rate). The Web Attendant Lines data includes the total number of lines (Totl Line), total number of active lines (Totl AcLn), total number of idle lines (Totl Idle), idle lines rate (Idle Rate), lines rate (Line Rate, active line changes this interval (Num AcLn), idle lines changes this interval (Num Idle) and Ccm line link state (Scm Stat).
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Thresholds and Alerts for CUCM 3.3 & 4 PROGNOSIS IP Telephony Manager provides an alerting mechanism that allows administrators to receive alerts based upon defined Thresholds. These Thresholds and the subsequent alerts are richly configurable (for timing, frequency etc) and the alerts can be raised in a variety of formats (SNMP traps, error logs, emails etc). A Threshold is a service that scans selected data looking for one or more predefined conditions. Each condition is created in the Thresholds properties dialog box with a 'Where Clause' which sets a limitation on selected fields from a specific record. When a Threshold starts it will check for each condition and if a condition is found to be 'true' the Threshold will be triggered and an alert raised. The Threshold will then use its 'Log Interval' setting to determine how often to log the message. If the Threshold service does not find a condition to be 'true' it will then use the 'Check Interval' setting to determine how often to continue checking. IP Telephony Manager includes a number of pre-packaged Thresholds for use with Cisco Unified CallManager 3.3 & 4. For detailed information about the various conditions contained in these Thresholds please refer to the following sections; • CcmCallManagerAlerts (page 180) Monitors a wide range of CallManager metrics including; CallManager ports, H323 status, bandwidth usage, music on hold devices, video call data, Voice Gateway, etc. • CcmClusterAlerts (page 187) Monitors metrics on the Cisco Clusters, including; CDR database, Gateway device, Media Convergence server and Media Gateway, Trunk devices and Voice Quality. • CcmCompaqMagentAlerts (page 190) Monitors the functionality of any configured HP Compaq devices. • CcmPrimaryCallManagerAlerts (page 192) Alerts for no active calls or less than 50% of calls in progress are active. • CcmServerAlerts (page 193) Monitors the server for current state, excess CPU usage, excessive interrupts, free partition space, free memory, failed services, modified software etc. • CcmSqlServerAlerts (page 196) Monitors the SQL server for excessive memory usage, high lock waits, low cache hit ratio, failed SQL server components and excessive SQL database connections. • CcmTftpAlerts (page 197) Monitors the Cisco TFTP service for download failures, heartbeat, ports and services. These Thresholds are not started by default and, if required, will need to be started manually. To start a Threshold, double-click on the Threshold document in the Document Navigator; this will start the Threshold on any nodes that are defined in the Nodes tab of the properties dialog box. Alternatively, you can drag and drop a Threshold document onto any CCM node in the Nodes Navigator. These Threshold documents are located in the Document Navigator of the GUI in the following folder path: IP Telephony Manager/Cisco/CCM/Thresholds
NOTE: If required, pre-packaged conditions can be adjusted to suit your specific environment by adjusting the 'Where Clause'. For further details please refer to the 'Thresholds' section of the System Guide or the Online Help. Remember, before making any changes it is recommended that a copy of the original document be saved as a back-up.
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Supplied Thresholds CcmCallManagerAlerts The following pre-packaged Conditions are included in the 'CcmCallManagerAlerts' Threshold document. AnalogGwyPortDown
Where Clause: INTNAME = "2002" and (CURSTATE = "DN" or detstat = "NLSTN") and type = "port" Checks: That the Analog Gateway Port 2002 is up and operational. Alerts: If the current state is down or the port is not listening.
CallControlPortDown
Where Clause: INTNAME = "2000" and (CURSTATE = "DN" or detstat = "NLSTN") and type = "port" Checks: That the Call Control Port 2000 is up and operational. Alerts: If the current state is down or the port is not listening.
CallManagerDown
Where Clause: INTNAME = "Cisco CallManager" and SERVSTAT <> "RUNNING" Checks: That the CallManager Service is up and operational. Alerts: If the current state is down.
CallManagerPortDown
Where Clause: INTNAME = "7727" and (CURSTATE = "DN" or detstat = "NLSTN") and type = "port" Checks: That the CallManager Port 7727 is up and operational. Alerts: If the current state is down or the port is not listening.
CCMDBNotPresent
Where Clause: DBNAME CONTAINS "CCM" Checks: That the Cisco CallManager SQL Database exists. Alerts: If the CCM database does not exist.
CCNLineStatusPortDown
Where Clause: INTNAME = "3223" and (CURSTATE = "DN" or detstat = "NLSTN") and type = "port" Checks: That Port 3223 is up and operational. Alerts: If the current state is down or the port is not listening. Notes: This Threshold triggers if the CallManager service is running and there are no phones registered to it. If all phones are configured on the primary and none on the secondary and there has not been a failure condition, then the threshold will trigger on the secondary CallManager. Either disable this threshold on secondary CallManagers or create Device Pools to load balance phones across all CallManagers. Alternatively, register at least one phone on the secondary CallManager.
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CMHeartBeatProblem
Where Clause: HEBERATE < 0.4 Checks: That the Cisco CallManager Heart Beat is up and operational. Notes: PROGNOSIS IP Telephony Manager is using the Cisco Heartbeat. The CallManager processes that have this heartbeat, have a process thread which increments a count once per second. For reference, this counter starts at 100 when the process is started. What the heartbeat monitor is trying to accomplish is an indication that the CallManager is getting bogged down and in particular, which process is doing it. The theory is that if the process is bogged down, it won't increment the counter in 1 sec intervals and will eventually get far enough behind to trip the alert. The threshold being used is a deviation. The CallManager Heartbeat Monitor is set at 0.4. This monitor measures over 2 minutes, therefore you should see an increment in the counter of 120 (120 seconds in 2 minutes). The alert will trip if the counter is incremented by less than 48 (120 x 0.4). The recommended value is 0.4 for CallManager 3.2(x). For prior versions of CallManager you can set this threshold higher (e.g., 0.6).
CMNNoMtpsAvailable
Where Clause: AVALSTRM < 1 Checks: The remaining number of streams allocated for the MTP device that are available for use. This counter starts as 2 multiplied by the number of configured connections (defined in the Cisco IP Voice Media Streaming App service parameter for MTP, Call Count) and is reduced by one for each active stream started. Alerts: When no streams are available.
CtiManagerDown
Where Clause: INTNAME = "Cisco CtiManager" and SERVSTAT <> "RUNNING" Checks: That the Cisco Computer Telephony Integration Service is up and operational. Alerts: If the current state is down.
DigitalGatewayPortDown
Where Clause: INTNAME = "2002" and (CURSTATE = "DN" or detstat = "NLSTN") and type = "port" Checks: That the Digital Gateway Port 2002 is up and operational. Alerts: If the current state is down or the port is not listening.
DirectoryServiceDown
Where Clause: INTNAME = "DCDirectory" and SERVSTAT <> "RUNNING" Checks: That the Directory Service Process is up and operational. Alerts: If the current state is down.
Emergency911Called
Where Clause: CALLEDPN matches regex "^[9]?911$" Checks: The number of an answering party in the call. Alerts: If the called number is 911.
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FXSPortsOutofService
Where Clause: FXSPINSV < 0 Checks: The number of FXS ports that are in service. Alerts: If the number of FXS ports is less than 0.
GatewayDeviceDLinkDown
Where Clause: (DCHNSTAT = 0) AND (INSTNAME NOT CONTAINS "-rem") Checks: The state of the D-Channel Data Link. Alerts: If the state of the Data Link is detected as being 'out of service'.
GatewayPortStatusChange
Where Clause: INSTNAME NOT CONTAINS "-rem" and (NUMPRIS <> 0 or NUMT1SP <> 0) Checks: The number of PRI and T1 spans used. Alerts: If there is a change in the number of PRI or T1CAS spans in service.
H225PortDown
Where Clause: INTNAME = "1720" and (CURSTATE = "DN" or detstat = "NLSTN") and type = "port" Checks: That the H.225 Port 1720 is up and operational. Alerts: If the current state is down or the port is not listening.
H323GatewayDown
Where Clause: (DEVPROD <> "MGCP Station" AND PROTOCOL CONTAINS "H.") AND (DEVSTATS = "Down") Checks: H.323 Gateway status. Alerts: If a H.323 Gateway has a status of 'Down'.
H323GWChannelBusy
Where Clause: (DEVPROD <> "MGCP Station" AND PROTOCOL CONTAINS "H.") AND (CHANUTIL > 90 AND CHANUTIL < 100) Checks: H.323 Gateway Channel utilization. Alerts: If the current state is down or the port is not listening.
H323InterfaceDown
Where Clause: DEVSTAT = 3 Checks: H.323 interface status. Alerts: If a H.323 interface has a status of 'Down'.
ICCPPortDown
Where Clause: INTNAME = "8002" and (CURSTATE = "DN" or detstat = "NLSTN") and type = "port" Checks: That the ICCP Port 8002 is up and operational. Alerts: If the current state is down or the port is not listening.
Page 182 of 432 Cisco Unified CallManager 3.3 & 4
LargeChangeInPhones
Where Clause: NUMHPHON > 50 OR NUMHPHON< -50 Checks: That there are no large number of registered phone changes within a 5 minute period. Alerts: If there are greater than 50 phones added or subtracted from the Cisco CallManager. The recommended value should be 50 and -50. Notes: You can use this threshold to detect a failed subnet/switch or CallManager. You will also trigger this threshold if you bulk add more than 50 phones, however, it is still useful to know that the 50 new phones have registered. If you are running less than 250 phones you may want to change the 50 to 20.
LocationBandwidth
Where Clause: BACTPERC > 79 AND MXAVBANW <> 0 Checks: The percentage of bandwidth in use at a location and the maximum bandwidth available. Alerts: If the bandwidth currently in use exceeds 79%.
LocationNoResource
Where Clause: OOFRDLTA > 0 Checks: The change in the number of calls made on this CallManager through the location and failed due to lack of bandwidth in the last interval. Alerts: Alerts for any failed calls due to lack of bandwidth.
McSBackupServiceDown
Where Clause: ((INTNAME = "stiback" or DISPNAME CONTAINS "stiBack") AND SERVSTAT <> "RUNNING") OR (DISPNAME CONTAINS "Cisco IP Telephony Applications Backup" AND SERVSTAT <> "RUNNING") OR (INTNAME = "Cisco BARS Scheduler" AND SERVSTAT <> "RUNNING") Checks: Whether the Media Convergence Server (MCS) Backup services are running or not. Alerts: If any MCS backup services are down.
MGCPKeepAlivePort
Where Clause: INTNAME = "2428" and (CURSTATE = "DN" or detstat = "NLSTN") and type = "port" Checks: That the Media Gateway Control Protocol Port 2428 is up and operational. Alerts: If the current state is down or the port is not listening.
MGCPListenPortDown
Where Clause: INTNAME = "2427" and (CURSTATE = "DN" or detstat = "NLSTN") and type = "port" Checks: That the Media Gateway Control Protocol Port 2427 is up and operational. Alerts: If the current state is down or the port is not listening.
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MOHFailed
Where Clause: NUMFMOHD > 0 Checks: The number of 'Music On Hold' (MOH) devices that are out of resources. Alerts: When any devices fail MOH requests.
ProblemService Down
Where Clause: INTNAME = "Cisco AVVID PROBLEM Service" and SERVSTAT <> "RUNNING" Checks: That the Cisco AVVID Problem Service is up and operational. Alerts: If the current state is down.
RISPortDown
Where Clause: (INTNAME = "2555" or intname = "2556") and (CURSTATE = "DN" or detstat = "NLSTN") and type = "port" Checks: That the Remote Installation Service Ports 2555 and 2556 are up and operational. Alerts: If the current state is down and the port is not listening.
SNMPDataColDown
Where Clause: INTNAME = "Cisco SNMP Data Collector" and CURSTATE = "DN" Checks: That the SNMPT Data Collection Service is up and operational. Alerts: If the current state is down or the port is not listening.
SyslogCollectorDown
Where Clause: INTNAME = "sacntservice" and CURSTATE = "DN" Checks: That the Systems Log Collector Service is up and operational. Alerts: If the current state is down.
TranscoderResourcesInUse
Where Clause: RSCRIDLE = RSRCACTV AND RSRCACTV > 0 Checks: The number of transcoder resources that are currently not in use (idle) and the number that are currently in use (active) for this Transcoder device. Alerts: When the number of transcoder devices not in use is equal to the number of devices in use and the number of devices in use is greater than zero.
TrunkH323NoCallAttempts
Where Clause: DEVCLASS = "Trunk" AND NUMATTE < 1 Checks: The number of calls attempted this interval for Trunk devices. Alerts: If no calls are attempted.
TrunkSipNoCallAttempts
Where Clause: DEVCLASS = "Trunk" AND CATTDLTA < 1 Checks: The number of calls attempted during the last interval for SIP devices. Alerts: If no calls are attempted.
Page 184 of 432 Cisco Unified CallManager 3.3 & 4
VideoBandwidthLocation
Where Clause: BVACPERC > 79 AND MXAVBANW <> 0 Checks: The percentage of bandwidth currently in use for video in the location where the person who initiated the video conference resides and the maximum bandwidth available. Alerts: If the bandwidth currently in use for video exceeds 79%.
VideoCallsActiveH323
Where Clause: VCACT > 2 Checks: The number of video calls with video streaming connections that are currently active (in use) on all H.323 trunks registered with this CallManager. Alerts: When there are more than 2 video calls with video streaming currently active.
VideoNoResourcesLocation
Where Clause: VOORDLTA > 0 Checks: The number of failed video stream requests at the location where the person who initiated the video conference resides in the last interval. Alerts: When any video stream requests fail.
VideoOutOfConferencesCCM
Where Clause: VOCFDLTA > 0 Checks: The change in the number of failed new video conference requests in the last interval. Alerts: When any new video conference requests fail.
VideoOutOfConferencesVCB
Where Clause: OOFCDLTA > 0 Checks: The change in the number of attempts that were made to allocate a conference resource from this video conference device and failed in the last interval. Alerts: When any attempts to allocate a conference resource fail.
VideoOutOfResourcesCCM
Where Clause: VCFLDLTA > 0 OR VORSDLTA > 0 Checks: The change in the number of CallManager attempts to allocate a video streaming resource from one of the video conference bridge devices and the change in the number of CallManager attempts to allocate a video conference resource from those that are registered to this CallManager, when none were available in the last interval. Alerts: When a change occurs in the number of CallManager attempts to allocate a video streaming resource or a change occurs in the number of attempts to allocate a video conference resource.
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VideoOutOfResourcesGK
Where Clause: VOORDLTA > 0 Checks: The change in the number of failed video stream requests to the configured gatekeeper or its alternate gatekeepers in this interval. Alerts: For any change in the number of failed video stream requests.
VideoOutOfResourcesVCB
Where Clause: OOFRDLTA > 0 Checks: The change in the number of attempts that were made to allocate a conference resource from this video conference device and failed in the last interval. Alerts: For any change in the number of attempts made to allocate a conference resource.
VoiceGWAllPortsInUse
Where Clause: INUSEPER = 100 Checks: Port usage of a Voice Gateway. Alerts: When all Voice Gateway ports are in use.
VoiceGWNoPortsConfig
Where Clause: CONFPER = 0 Checks: Configured ports on a Voice Gateway. Alerts: When the Voice Gateway has no configured ports.
VoiceGWPortsDownALL
Where Clause: DOWNPER = 100 Checks: Port status on a Voice Gateway. Alerts: When all ports on the Voice Gateway are 'Down'.
VoiceGWPortsDownCritical
Where Clause: (DOWNPER > 80) AND (DOWNPER < 100) Checks: Port status on a Voice Gateway. Alerts: When the percentage of ports that are 'Down' on a Voice Gateway is greater than 80 and less than 100.
VoiceGWPortsDownWarning
Where Clause: (DOWNPER > 60) AND (DOWNPER < 80) Checks: Port status on a Voice Gateway. Alerts: When the percentage of ports that are 'Down' on a Voice Gateway is greater than 60 and less than 80.
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CcmClusterAlerts The following pre-packaged Conditions are included in the 'CcmClusterAlerts' Threshold document. CDRDBNotPresent
Where Clause: DBNAME = "CDR" Checks: For the existence of the Cisco Call Detail Record (CDR) Database. Alerts: If the CDR database is missing.
CDRTooManyRows
Where Clause: TAB_NAME = "CallDetailRecord" AND ROWS > 2100000 Checks: The number of rows in the Cisco Call Detail Record. Alerts: If the number of rows is greater than 2,100,000.
CMRTooManyRows
Where Clause: TAB_NAME = "CallDetailRecordDiagnostic" AND ROWS > 2100000 Checks: The number of rows in the Cisco Call Detail Record Diagnostic. Alerts: If the number of rows is greater than 2,100,000.
GatewayDevNotOnPrimary
Where Clause: DEVCLASS = "Gateway" AND CMREG = 1 AND DELTIME = EMPTY AND CMPRI <> EMPTY AND REGCM <> EMPTY AND (REGCM <> CMPRI) Checks: The Gateway device registration. Alerts: If a Gateway device is found to be not registered to the Primary CallManager.
GatewayDevNotRegistered
Where Clause: DEVCLASS = "Gateway" AND MODEL NOT CONTAINS "H.323" AND DELTIME = EMPTY AND ((CMREG <> 1) OR (( LASTIP = EMPTY OR LASTIP = " ") AND MODEL MATCHES "H.*")) AND DEVNAME NOT MATCHES "VGCGW*" Checks: That all Gateway devices are available. Alerts: If any Gateway devices are not available.
McsBackupService Down
Where Clause: ((INTNAME = "stiback" or DISPNAME CONTAINS "stiBack") AND SERVSTAT <> "RUNNING") OR (DISPNAME CONTAINS "Cisco IP Telephony Applications Backup" AND SERVSTAT <> "RUNNING") OR (INTNAME = "Cisco BARS Scheduler" AND SERVSTAT <> "RUNNING") Checks: Whether the Media Convergence Server (MCS) Backup services are running or not. Alerts: If any MCS backup services are down.
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MGCPGwUsage_All_FXO_Busy
Where Clause: FXOMBUSY > 0 AND FXOMIDLE = 0 Checks: The maximum number of FXO (Foreign Exchange Office) ports that are busy and at idle on the Media Gateway. Alerts: If all FXO ports are busy.
MGCPGwUsage_All_FXS_Busy
Where Clause: FXSMBUSY > 0 AND FXSMIDLE = 0 Checks: The maximum number of FXS (Foreign Exchange Subscriber) ports that are busy and at idle on the Media Gateway. Alerts: If all FXO ports are busy.
MGCPGwUsage_All_Pri_Busy
Where Clause: PRIMIDLE = 0 AND PRIMBUSY > 0 Checks: The maximum number of PRI (Primary-Rate Interface) channels that are busy and at idle on the Media Gateway. Alerts: If all PRI channels are busy.
MGCPGwUsage_All_T1_Busy
Where Clause: T1CMBUSY > 0 AND T1CMIDLE = 0 Checks: The maximum number of T1CAS channels that are busy and at idle on the Media Gateway. Alerts: If all T1CAS channels are busy.
PhoneRegistrationProblem
Where Clause: CNFPHPRI > 50 and (REGPHPRI < (CNFPHPRI - 30)) Checks: If Cisco Call Manager has a phone registration problem. Alerts: If the phones are not registered to their primary Call Manager.
RoutePatternDown
Where Clause: STATUS = "DOWN” Checks: The status of the Route Pattern. Alerts: If the status of any Route Pattern device is 'Down'.
TrunkDownError
Where Clause: DEVTYPE = ”Trunk” AND STATUS = ”Down” Checks: For trunk devices with a 'down' status. Alerts: Provides an error severity message when a down device is detected.
TrunkDownWarning
Where Clause: DEVTYPE = ”Trunk” AND STATUS = ”Down” Checks: For trunk devices with a 'down' status. Alerts: Provides a warning severity message when a down device is detected.
Page 188 of 432 Cisco Unified CallManager 3.3 & 4
VoiceQualityCall
Where Clause: MNMNOPSC < 3.6 OR MNMNOPSC = 3.6 Checks: Minimum Mean Opinion score of a call. Alerts: If the MoS is less than or equal to 3.6.
VoiceQualityCalls
Where Clause: MOSBLW > 0 Checks: Total number of calls with MOS equal to or less than the MOS Threshold value during the last interval. Alerts: If any calls exceed or equal the MoS Threshold value.
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CcmCompaqIMagentAlerts The following pre-packaged Conditions are included in the 'CcmCompaqMagentAlerts' Threshold document. CPQIMDriveBoxCond
Where Clause: CONDITN <> "ok" AND CONDITN <> "other" AND CONDITN <> EMPTY Checks: That the overall condition of the HP SCSI Drive Box is operational. Alerts: If the current state of the Condition is not equal to ok, other and empty.
CPQIMDrvArrayAccCond
Where Clause: CONDITN <> "ok" AND CONDITN <> EMPTY Checks: That the overall condition of the HP Array Accelerator is operational. Alerts: If the current state of the Condition is not equal to ok and empty
CPQIMDrvArrayCtlCond
Where Clause: BRDSTATS <> "ok" and BRDSTATS <> "other" AND BRDSTATS <> EMPTY Checks: That the overall condition of the HP Controller and its associated logical and physical drives is operational. Alerts: If the current board status is not equal to ok, other and empty.
CPQIMFTFanCond
Where Clause: FANCOND <> "ok" AND FANCOND <> "other" AND FANCOND <> EMPTY Checks: That the overall condition of the HP Fan is operational. Alerts: If the current state of the fan condition is not equal to ok, other and empty.
CPQIMLogicalDriveCond
Where Clause: CONDITN <> "ok" AND CONDITN <> EMPTY Checks: That the overall condition of the HP Logical Drive is operational. Alerts: If the current state of the condition is not equal to ok, other and empty.
CPQIMPhysDiskThresh
Where Clause: THRSPSSD = "true" Checks: That the overall condition of the HP Physical Drive Thresholds is passed. When the drive is shipped, certain thresholds have been set to monitor performance of the drives. For example, a threshold might be set for Spin up Time. If the time that it takes the drive to spin up exceeds the factory threshold, there may be a problem with one of the drives. Alerts: If the Physical Disk does not pass the predefined thresholds.
CPQIMPowerSupplyCond
Where Clause: CONDITN <> "ok" AND CONDITN <> "other" AND CONDITN <> EMPTY Checks: That the overall condition of the HP Power Supply is operational. Alerts: If the current state of the power supply condition is not equal to ok, other and empty.
Page 190 of 432 Cisco Unified CallManager 3.3 & 4
CPQIMSCSIController
Where Clause: CONDITN <> "ok" AND STATUS <> "ok" AND CONDITN <> EMPTY AND STATUS <> EMPTY Checks: That the overall condition of the HP SCSI Controller is operational. Alerts: If the current state of the SCSI controller condition is not equal to ok and empty.
CPQIMSensorTempThresh
Where Clause: STATE <> "ok" AND STATE <> EMPTY Checks: That the overall condition of the HP Temperature Sensor is operational. Alerts: If the current state of the Temperature Sensor condition is not equal to ok and empty.
CPQIMTapeDriveClean
Where Clause: CLEANREQ = "true" Checks: If the HP Tape Physical Drive tape heads require cleaning. Alerts: If the Tape Drive condition equals 'true', requiring a tape drive cleaning.
CPQIMTapeDriveCond
Where Clause: CONDITON <> "ok" AND CONDITON <> "other" AND CONDITON <> EMPTY Checks: That the overall condition of the HP Tape Physical Drive is operational. Alerts: If the current state of the Tape Drive Physical condition is not equal to ok, other and empty.
CPQIMUPSLineStatus
Where Clause: (LINESTAT <> "ok" AND LINESTAT <> EMPTY) OR ESTBATLF < 2 Checks: That the overall condition of the HP AC Line to the UPS is operational. Alerts: If the current state of the AC Line condition is not equal to ok and empty or the estimated battery time left is less than 2 minutes.
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CcmPrimaryCallManagerAlerts The following pre-packaged Conditions are included in the 'CcmPrimaryCallManagerAlerts' Threshold document. LowCallSuccessRate
Where Clause: CALLINPR > 6 and ((CALLINPR/2) > CALLACTV) Checks: The number of calls currently in progress, i.e. phone off hook, versus the number of calls that are active by having actual voice paths connected. Alerts: If less than 50% of calls in progress are active.
NoCallsInProgress
Where Clause: CALLACTV < 1 Checks: The number of calls that are active, that is, calls that have an actual voice path connected. Alerts: If there are no active calls.
Page 192 of 432 Cisco Unified CallManager 3.3 & 4
CcmServerAlerts The following pre-packaged Conditions are included in the 'CcmServerAlerts' Threshold document. BoxDown
Where Clause: CURSTATE <> "UP" and TYPE = "APPLCOMP" AND ID CONTAINS "CLUSTERSERVERS" Checks: That the Call Manager Server is up and operational. Alerts: If the current state is down.
BusiestProcess
Where Clause: RULENAME = "DetectCPUBusy" and SEQNO = 5 and rectype = "DETAIL" Checks: The PROBLEM Record for CPU Busy messages. Alerts: If any CPU Busy messages found.
CPUTooBusy
Where Clause: BUSY > 80.00 Checks: That the CPU Busy percentage is not greater than 80%. Alerts: If the CPU Busy percentage exceeds 80% for a 5 minute interval, which indicates CPU resource contention. Depending on your environment and the type of Media Convergence Server hardware, you may want to adjust this percentage. This is the recommended baseline.
CPUTooManyInterrupts
Where Clause: INTRBUSY > 10 Checks: That the CPU is not spending too much time servicing interrupts. Alerts: If the CPU spends more than 10% of its time servicing interrupts in a 5 minute interval. An interrupt will cause the processor to switch to the higher priority device driver, leaving the lower process waiting for CPU resource. A high INTRBUSY figure can indicate a device driver of the hardware device is malfunctioning. 10% CPU time is normally ample to service interrupts in this environment.
DiskPartitionFull
Where Clause: FREESPCE < 10 and DRIVLETT MATCHES REGEX ".:" Checks: That the Disk Partition is not full. Alerts: If free space falls below 10% over a 15 minute interval.
DiskTooBusy
Where Clause: BUSY > 90 Checks: That the Disk busy percentage of read write times is not greater than 90%. Alerts: If the disk exceeds 90% busy status for a 2 minute period. This is the suggested baseline, however, you may want to reduce this value to fine-tune your site. Anything above 50% indicates the disks are working heavily. With the exception of the Publisher, the disks in the cluster should never be very busy.
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FreeMemoryLow
Where Clause: PERCFREE < 10.00 or AVAILMB < 15.00 Checks: That the system has both free real memory and that there is enough virtual memory. Alerts: If the free memory is less than 10% or the available free memory is less than 15 MB. Notes: This is the recommended baseline, however, you may wish to reduce the PERCFREE threshold depending on the size you have allocated to the paging file(s). A very large paging file (e.g., 4 times the size of the physical memory) should get nowhere near 90% full before you are warned. PERCFREE is the percentage of free virtual memory. This includes real memory and disk page file (swap) space. AVAILMB is the amount of real memory that is available. AVAILMB may increase at the same time as PERCFREE descreases because Windows swaps out memory from the working sets of waiting processes to release real memory for use by active processes. However, if AVAILMB stays below 15Mb for a long time then swapping is likely to occur. Alternatively, a process could be leaking memory and not yet required Windows to swap out the memory or another process.
HighPagingOut
Where Clause: PAGEOUTP > 6.0 Checks: The number of pages written to disk, per second. Alerts: If the number of pages written per second is greater than 6.
ManualServiceRunning
Where Clause: STARTTYP <> "AUTO START" and SERVSTAT = "RUNNING" and SERVTYPE CONTAINS "WIN32" and DISPNAME contains "Cisco" Checks: For Cisco services that have been manually started by an operator. Alerts: If services have been manually started.
MostMemoryProcess
Where Clause: RULENAME = "DetectLowMemory" and SEQNO = 5 and rectype = "DETAIL" Checks: The PROBLEM Log record for Low Memory messages. Alerts: If any Low Memory messages found.
PrognosisNotConnected
Where Clause: CONSTAT <> "CONNECTED" Checks: For PROGNOSIS node connections. Alerts: If any nodes are found to be not connected.
PrognosisProcessStatus
Where Clause: (ID CONTAINS "NETMON" OR ID CONTAINS "NETRTR" OR ID CONTAINS "DLLCOL" OR ID CONTAINS "BRVOCOL") AND STATE = "DN" Checks: The status of common or critical PROGNOSIS processes. Alerts: If any of these processes have a 'Down' status.
Page 194 of 432 Cisco Unified CallManager 3.3 & 4
RegistryFull
Where Clause: REGUSE > 90.00 Checks: That the System Registry full percentage is not greater than 90%. The registry has a fixed size that can be set using the Control Panel. Alerts: If the registry entries use more than 90% of the allocated disk space. This value is checked daily. If required, the recommended baseline of 90% can be reduced to obtain an earlier warning.
ServiceDown
Where Clause: CURSTATE <> "UP" and TYPE = "SERVICE" Checks: For the current state of services. Alerts: If any Services are found to be not up.
SoftwareChanged
Where Clause: FILENEW > CurrentTime - 23 Hours Checks: For modified Windows software products. Alerts: If any software products have been modified in the previous hour.
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CcmSqlServerAlerts The following pre-packaged Conditions are included in the 'CcmSqlServerAlerts' Threshold document. SQLHighConnectionMemory
Where Clause: CONMEMKB > 20000 Checks: That the total amount of dynamic memory the server is using for maintaining connections is not exceeded. Alerts: If the total amount of connection memory does not exceed 20000KB. This is the recommended baseline.
SQLHighLockWait
Where Clause: AVWATI > 1000 Checks: That the total wait time for SQL Server Locks aren’t exceeded. SQL Server Locks: Lock Requests/sec Number of new locks and lock conversions requested from the lock manager. Alerts: If the total amount wait time per lock exceeds 1000 milliseconds (one second). This is the recommended baseline.
SQLLowCacheHitRatio
Where Clause: CAHIRA < 30 and caobco > 1000 Checks: That the total wait time for SQL Server Locks aren’t exceeded. SQLServer Cache Manager: Cache Hit Ratio is a Ratio between cache hits and lookups. Alerts: If the total amount cache hit ratio is less than 30% and number of cache objects in cache is greater than 1000. This is the recommended baseline.
SQLServerServicesown
Where Clause: (INTNAME = "MSSQLServer" and CURSTATE = "DN") OR (INTNAME = "SQLServerAgent" and CURSTATE = "DN") OR (INTNAME = "MSDTC" and CURSTATE = "DN") OR (INTNAME = "SQLSERVERAGENT" and CURSTATE = "DN") OR (INTNAME = "MSSQLSERVEROLAPSERVICE" and CURSTATE = "DN") Checks: That the SQL Server Services are not down. Alerts: IIf any of the Microsoft SQL Server components are down.
SQLTooManyConnections
Where Clause: USERCONN > 200 Checks: That the total number of users connected to the SQL database is not exceeded. Alerts: If the total amount of users connected greater than 200. 'Users' are ODBC connections or SQL Client applications such as SQL Enterprise Manager. Other types of connections are between the Publisher and the Subscriber for replication. This is the recommended baseline and it indicates that a connection leak has been detected.
Page 196 of 432 Cisco Unified CallManager 3.3 & 4
CcmTftpAlerts The following pre-packaged Conditions are included in the 'CcmTftpAlerts' Threshold document. TFTPDownloadFailure
Where Clause: BYTERATE < 1 OR FILENAME = "Failed" Checks: That the TFTP Download test is up and operational. Alerts: If the byte rate is less than 1 byte or the current state equals failed.
TFTPFilesNotFound
Where Clause: NUMTFNF > 0 Checks: For phones being connected to the network that are not configured in the Publisher’s database. You can find out the phones that are attempting to register by logging at the Application Event Log. Alerts: When TFTP cannot provide a file to the requesting device.
TFTPHeartBeatProblem
Where Clause: HEBERATE < .9 Checks: That the Cisco CallManager TFTP Heartbeat is up and operational. A counter starts at 100 when the process is started and the TFTP Heartbeat increments the counter once per second. The TFTP Heartbeat monitor is attempting to provide an indication of when the CallManager TFTP service is becoming bogged down. The theory is that if the TFTP process is bogged down, it will not increment the counter and will eventually get far enough behind to trip the alert. This monitor measures over 1 minute, therefore an increment should be seen in the counter of 60 (60 beats per minute). Alerts: If the counter is incremented by less than 54 (60 x 0.9). The recommended value is 0.9.
TFTPPortNotListening
Where Clause: INTNAME = "69" and ( CURSTATE = "DN" or detstat = "NLSTN" ) and type = "port" Checks: That the TFTP Port 69 is up and operational. Alerts: If the current state is down or the port is not listening.
TFTPServiceDown
Where Clause: INTNAME = "Cisco Tftp" and CURSTATE = "DN" Checks: That the Cisco TFTP service is up and operational. Alerts: If the current state is down.
UDPChgPortNotListening
Where Clause: INTNAME = "3000" and (CURSTATE = "DN" or detstat = "NLSTN") and type = "port" Checks: That the UDP Port 3000 is up and operational. Alerts: If the current state is down or the port is not listening.
Page 197 of 432 PROGNOSIS IP Telephony Manager
Databases for CUCM 3.3 & 4 PROGNOSIS IP Telephony Manager includes a set of pre-packaged Database documents that are used to collect Cisco Unified CallManager 3.3 & 4 call data for reporting purposes. A number of these Databases are started automatically while the others are optional and need to be started manually. The pre-packaged CUCM 3.3 & 4 databases include:
Database Name Wrapping Interval Maximum Size Start
Trouble Shooting 14 days 100MB Automatic
Cluster Database 14 days 300MB Automatic
Cluster Capacity Planning - 300MB Automatic
CCM Calls 2 days 100MB Manual
VG Reports - 100MB Manual
CCM - Voice Quality 2 days 300MB Manual
Automatically Started Databases The 'Cluster Database' and 'Cluster Capacity planning' Databases are started automatically on the Publisher after installation. • Trouble Shooting Collects a range of general server metrics such as; CPU, Memory, Disk and Availability statistics. • Cluster Database Collects general statistics regarding the Cisco v4 cluster on the Publisher. • Cluster Capacity Planning Carries out a summarization of the Cluster Database on the Publisher which covers a longer period of time but is less granular in terms of time scale.
Manually Started Databases The Databases that are not started by default can be started manually, if required. These include the following; • CCM Calls This database collects statistics related to calls, such as CallManager Clear Code Summary. This database can be started from the Document Navigator of the GUI from the Cisco/CCM/Displays/CDR Analysis/Configuration folder path. • VG Reports This database collects statistics related to Cisco VG Gateways. This database can be started from the Document Navigator of the GUI from the Cisco/CCM/Displays/Gateways/Configurations folder path. • CCM - Voice Quality This database is used to collect statistics related to Voice Quality. This database can be started from the CCM - Voice Quality Central Display (page 174) by selecting the Click to Start Recording link. Alternatively, it can be started from the Document Navigator of the GUI from the Cisco/CCM/Voice Quality/Configuration folder path.
Page 198 of 432 Cisco Unified Communications Manager 5+
Cisco Unified Communications Manager 5+
Page 199 of 432 PROGNOSIS IP Telephony Manager
Displays for CUCM 5+ The Welcome to PROGNOSIS IP Telephony Manager Display provides direct access to the Monitor Entire Network Display and the CMA - All Clusters Central Display. By clicking on a specific CUCM 5+ cluster name either of these Displays the CMA - Cluster Central Display will be opened. This Display shows summary data for the selected cluster and provides the availability to drill-down further to view a wide range of CallManager data.
Page 200 of 432 Cisco Unified Communications Manager 5+
Cluster Central Drilling down on a CallManager Appliance name from the All Clusters Central Display will open the CMA - Cluster Central Display. This Display shows monitored data specifically for the requested CUCM cluster.
The CMA - Cluster Central Display is used by operators to obtain an operational overview of a selected cluster. The top of the Display includes the Configuration link that will open the Monitoring Node Configuration Display (page 217) which is used to start or stop a range of Databases, Analysts and Alerts.
Display Data The data shown on this Display includes; • Voice Quality Distribution This bar chart shows the number of calls based upon their Mean Opinion Score (MOS) for the last hour. The calls are displayed in percentages of Fair, Good, Poor and Unacceptable quality. Click on a status in the chart legend to view detailed MOS score details. • Server Health This table shows the Server Health of each machine in the cluster. It includes the number of calls that have been rejected due to call throttling (Throttled%), the number of voice or video streaming connections that are currently active (Calls Active), plus CPU and Memory Busy percentages. The server name will be shown in red if the server is 'down', if there are any rejected calls, or if the CPU or Memory is running at greater than 80% busy. Clicking on a server name will open the Server Summary Display which includes more detailed data. • Alerts This pie-chart shows any current Alerts divided up into the categories of Critical, Error, Information and Warning. Clicking on the Alerts link above the chart will open the Alerts Central Display which provides further detailed information.
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• Route Pattern Summary This area-chart shows a summary of Route Pattern status. It includes the total number of route patterns in each status category of Unknown, Degraded and Down. To view detailed information click on an item in the legend which will open the Route Pattern Central Display. • Gateway Summary This area-chart shows the status of all configured gateways (currently only H.323 controlled gateways are supported). It includes the number of Gateways in each status category of Degraded and Down. Click on a status type in the legend to open the Gateway Central Display where more detailed Gateway and Channel utilization data is available. • Phone Registration Status This area-chart shows phone registration details. It includes the number of phones with a status of Not Registered and Unknown. Click on a status in the legend to open the Phones Central Display In addition to the data tables and graphs, on the top left side of this Display is a list of 'Centrals'. This list provides links to other key Displays that show detailed information about specific CUCM functions. Click on any of these links to open the selected Central Display.
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Alerts Central The Alerts Central -Appliance Group Display provides details of any alerts that have been raised by the PROGNOSIS IP Telephony Manager Managing Server for the monitored CUCM Appliances. It provides a single location for problem management and, depending on how the problems are configured, can highlight the type of attention required and allow acknowledgement and/or command execution. Alerts are based on the PrognosisAutomationProblemSummary (PROBSUM) record, which is populated by Thresholds and Analysts. By default, the required Analysts are installed on the IP Telephony ManagerManaging Server and problems detected will cause notifications on the Alert Central Display without any configuration.
Display Data Each row in the Alerts Central Display provides useful information with problems listed in order of the time that each Alert was opened. The Problem column shows a unique number assigned to each reported problem and the Status column shows the current situation of the problem, which could be one of the following: OPEN Problem still being resolved CLOSED Problem resolved START_AT Scheduled to recommence processing at a specified time. STOP AT Scheduled to stop processing at a specified time. OPENACK Alert has been raised but has not yet been acknowledged. CLOSEACK Alert has been raised and the OFF event has been received but it has not been acknowledged.
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The Text column provides a brief description of the problem and the Source column shows the CUCM Appliance that the alert originated from Each alert is color-coded based on status and severity. This allows for easy recognition with regard to the severity of the problem and whether or not it has been resolved. The colors used include the following:
Severity: • Red = Critical • Orange = Error • Yellow = Warning • Light blue = Information
Status: • Dark Blue = OPEN • Mid Blue = OPENACK • Light Blue = CLOSEACK
Drill-downs Problems can be monitored at several different levels. Drilling-down on a specific problem allows operators to view more detailed information. Some Analysts and Thresholds can be set up to execute a command automatically when a condition is met. Details of the command, and whether it successfully resolved the problem or not, can be viewed from the problem details display. At any time you may drill-down on one of several fields for each alert: Problem Clicking on an item in the Problem column will open a Display showing detailed information about the selected problem. This Display also provides the option to Acknowledge the problem and to carry out any automated commands, if applicable. Status (Recent Alerts Requiring User Interaction panel) Clicking on the Awaiting Acknowledgement drill-down in the Status column will open a Display showing detailed information about the selected problem. This Display also provides the option to Acknowledge the problem and to carry out any automated commands, if applicable..
Links There are four Links at the top of the Alerts Central Display. Open/Ack Alerts Opens the Open Alerts Display. This Display provides a list of all Alerts currently open and includes the option to acknowledge each alert by selecting the Awaiting Ack drill-down in the State Details column. Closed Alerts Opens the Closed Alerts Display that provides a list of all Alerts that have been closed in the past 24 hours. Alerts Requiring User Interaction Opens a list of all Alerts that are awaiting acknowledgement. FAQ This Link opens a 'Frequently Asked Questions' Window that provides some helpful tips in using the Alerts Central Display.
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All Server Central The CMA - All Server Central Display provides detailed information about CPU and Memory usage for each monitored CallManager server in the selected cluster. This Display is accessed by selecting All Servers from the Centrals window of the CMA - Cluster Central Display.
Display Data The data shown on this Display includes: • Memory Utilization graph This line graph shows the amount of memory being used by each server in the system as a percentage of its total memory. • Total CPU Utilization % graph This line graph shows each processor's share of the elapsed CPU time since the last update, expressed as a percentage of total CPU time. • Memory Utilization Details table This table shows detailed memory utilization details for each server in the cluster, it includes the amount of available memory, the amount of memory used, the total amount of memory and the amount of swap space used. All figures are in KBs. Clicking on a server name will open the Memory Utilization Details Display where further detailed information can be obtained. • CPU Utilization table This table shows detailed CPU utilization data for each server in the cluster. Each CPU number is shown together with the processor's share of the elapsed CPU time since the last update, expressed as a percentage of total CPU time; the percentage of time that the processor is executing normal processes in user mode and the percentage of time that the processor is executing processes in kernel mode. Clicking on a server name will open the Server CPU Display where more detailed CPU Utilization information can be viewed.
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• Top 5 Processes - CPU Usage % table This table shows a list of the 5 processes which are currently using the greatest percentage of CPU resources across all servers in the cluster. Clicking on a server name will open the Server Process Display where more detailed information can be viewed. • Top 5 Partitions - Disk Usage % table This table shows a list of the 5 partitions which are using the greatest percentage of Disk space across all servers in the cluster. • Top 5 Processes - Memory Usage % table This table shows a list of the 5 processes which are currently using the greatest percentage of Memory resources across all servers in the cluster.
The Centrals list on the left hand side provides quick access to other Central Displays by clicking on the required item.
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Availability Central The CMA - Availability Cluster Display utilizes the MpAvailability (AVMON) record to provide details on the current state of monitored entities in a cluster.
Display Data The top window provides a summary showing average availability data for each monitored application/entity. The data provided includes: • Total average availability • Percentage of time that the application was up during the current day, • Percentage of time that the application was up during the previous day, • Percentage of time that the application was up during the last hour, • Percentage of time that the application was up during the current hour. The window at the bottom of the Display is populated once an application name is selected from the top window. It will list all components of the selected application and their respective availability data including failure details. The Centrals list on the left hand side provides quick access to other Central Displays by clicking on the required item.
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Calls Central The CMA-Calls Central Display provides a central point of administration, information and statistics for all calls that take place in the monitored CUCM Appliance environment. It provides an easy interface to view call and line activity and to drill-down to see more detailed information.
Display Data The CMA - Calls Central Display includes the following data: • Calls Currently Active This area graph shows the number of voice or video streaming connections that are currently active at 30 second intervals. • Calls Recently Attempted This area graph shows the number of calls attempted at each 30 second interval. • Summary of Completed Calls Calls by Category This is a stacked column chart that shows the number of calls completed by category.
Calls by Release Cause Code This table contains a list of calls by 'Release Code' type. A drill-down is available on the Calls column to the Call Lists Display which shows a list of calls by the selected category.
Links Search by: > Extension, Device Name These two links provide the option to search for details of completed calls for a specific device by specifying an extension number or a device name. The resulting CMA - Call Search Results Display provides a detailed analysis of calls for the requested device.
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Video Calls Opens the CMA-Video Calls Display. This Display provides graphs showing the total number of active video and video conference calls, the top 10 locations by video bandwidth in use and a summary of the number of video call rejections. Conference Calls Opens the CMA-Conference Calls Display. This Display includes graphs showing the total number of conference calls that are active on both hardware (H/W) and software (S/W) conference devices plus graphs showing the total number of participants in each.
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CTI Status The CMA-CTI Status Display is used to monitor the performance of the CTI Manager. CTI or Computer Telephony Integration allows for the interactions between telephones and computers to be integrated or co- ordinated. This includes the integration of all customer contact channels such as voice, email, web, fax, etc. with computer systems.
The table in the top section of the Display shows the following data for each cluster: • The CUCM Links column shows the total number of active CUCM links. CTI Manager maintains links to all active CUCM nodes in a cluster. • The Devices Total column shows total number of devices configured in CUCM that are controlled and/or monitored by CTI applications. Devices include hardware IP phones, CTI ports, CTI route points etc. • The Open Dev Last Int column shows the total number of devices configured in CUCM in the last interval. • The CTI Ports column shows the total number of lines configured in CUCM that are controlled and/or monitored by CTI applications. • The Connections column shows the total number of CTI clients currently connected to the CTI Manager. The graphs at the bottom of the Display show the total number of lines configured in CUCM that are controlled and/or monitored by CTI applications, and the total number of CTI clients currently connected to the CTI Manager.
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Gateway Central Gateways are the interfaces that connect the voice over IP network with PSTN and PBX networks. The CMA-Gateway Central Display provides the central point of administration for all configured Gateway devices on the CUCM 5+ Appliances. It shows the status and channel/port utilization information with one line per Gateway
PROGNOSIS IP Telephony Manager collects availability and utilization information for MGCP Gateways via SNMP and SOAP Perfmon queries made to the CUCM cluster. The same information for H.323 Gateways is collected via SNMP queries direct to the H.323 Gateways.
Display Data The Gateway Central Display provides a list of all configured Gateways (VG224, VG248, H.323 and MGCP) together with the type and protocol details for each one. The Type field shows the product type for the actual Gateway. For H.323 gateways this is the same as the product name, but for MGCP Gateways the device represented is the port on the Gateway (e.g., the product may be 'Cisco MGCP E1 Port' and the Gateway product 'Cisco 26XX'0). The Protocol shows the protocol used to control the device, e.g. H.225, MGCP, SCCP. Further details include the number of devices on each Gateway, the number Channels Used, the Channel Utilization (i.e. the percentage of in-service channels that are currently active) and the status of the Gateway. A drill-down is provided on each Gateway name that will open the Gateway Details Display. This Display shows more detailed information about the status and utilization of each device on the selected Gateway. A line graph is also included in the lower window showing the channel utilization per gateway. The MGCP Interfaces by Description link at the top of the screen will open the CMA - MGCP Interfaces by Descriptions Display which provides a list of the MGCP devices and their associated status.
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The channel states are used to calculate the overall states of individual Gateway interfaces. These interface states are then combined to form the overall Gateway status as shown in the tables below;
MGCP and H.323 Gateway Status
Status MGCP Gateway Description H.323 Gateway Description
Init Not applicable to MGCP Gateways. The initial state of the Gateway before any SNMP request has been made. H.323 Gateways which are unconfigured and for which IP Telephony Manager does not have an IP address remain in this state.
Up All interfaces are 'Up' or no interfaces H.323 Gateways is contactable. All are present. Interfaces with 'Disabled' interfaces are 'Up' or no interfaces are or 'Unknown' state are ignored. present. Interfaces with 'Disabled' or 'Unknown' state are ignored.
Degraded At least one interface is 'Down' and one H.323 Gateway is contactable. One or interface is 'Up' or at least one interface more interfaces are 'Down' or is 'Degraded'. 'Degraded'.
Not Contactable Not applicable to MGCP Gateways. H.323 Gateway has not responded to SNMP queries for less than 5 minutes.
Down All interfaces are in a 'Down' state. H.323 Gateway has not responded to SNMP queries for more than 5 minutes.
Disabled All interfaces are in a 'Disabled' state. H.323 Gateway is contactable. All interfaces are in a 'Disabled' state.
Unknown All interfaces are in an 'Unknown' state. H.323 Gateway is contactable. All interfaces are in an 'Unknown' state.
VG Gateway Status
Status VG Gateway Description
Up All VG phones are in an 'Up' state. VG phones in 'Disabled' or 'Unknown' states are ignored.
Degraded At least one VG phone is in an 'Up'state and one VG phone is in a 'Down' state.
Down All VG phones are in a 'Down' state. VG phones in 'Disabled' or 'Unknown' states are ignored.
Disabled All VG phones are in a 'Disabled' state.
Unknown All VG phones are in an 'Unknown' state.
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Locations Locations are used to implement call admission control in a centralized call processing system. Call admission control enables the regulation of voice quality by limiting the amount of bandwidth available for calls over links between the locations. A value of zero allocates infinite bandwidth and allows an unlimited number of calls on the link. The CMA-Call Admission Control for all Locations Display provides detailed bandwidth data.
If no call admission control is used to limit the voice bandwidth on an IP WAN link, an unlimited number of calls can be active on that link at the same time. This can cause the voice quality of each call to degrade as the link becomes oversubscribed. Link usage is determined for a specific location by monitoring the ratio of Currently Available Bandwidth to Max Available Bandwidth for that Location.
Display Data The data provided on this Display includes; • Bandwidth Utilization graph This line graph shows the percentage of the maximum bandwidth that is currently in use at each monitored location. • Call Failures Due to lack of Bandwidth graph This line graph shows the number of call failures that have occurred due to a monitored location being out of bandwidth at the last interval.
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• Location Bandwith Details table This table shows a range of statistics for each monitored location including; available bandwidth (Avail kbps), maximum available bandwidth (Max kbps) with 0 meaning unlimited, available video bandwidth (Video kbps), maximum available video bandwidth (Video max kbps) with 0 meaning either zero or unlimited, percentage of maximum bandwidth currently in use (Bandwidth for Calls %), percentage of maximum video bandwidth currently in use (Bandwidth for Video calls %), number of calls in progress (Calls in Prog), number of call failures due to lack of bandwidth (Call Failures), number of video calls failures due to lack of bandwidth (Video Call Failures).
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Media Server Central The CMA Media Central Display is used to monitor Media servers. Media Termination Point (MTP) is a Cisco software application that allows CUCM to extend supplementary services, such as hold and transfer, to calls routed through an H.323 endpoint or an H.323 gateway. During installation, the component is called the "IpVoiceMediaStreamingApp" and is common to the MTP, Conference Bridge, and Music on Hold (MOH) applications. Under Windows2000, the application runs as a service and is called "Cisco IP Voice Media Streaming App." PROGNOSIS IP Telephony Manager monitors the MTP devices on the system and provides resource and performance data.
Display Data The data provided on this Display includes; • Total Active H/W Conference Streams graph This line graph shows the total number of conference resources that are being used on all registered conference hardware devices. A conference is considered active when one or more calls are connected to a bridge. One resource is equal to one stream. • Total Active S/W Conference Streams graph This line graph shows the total number of conference resources that are being used on all registered conference software devices. • Total Active Music On Hold Streams graph This graph shows the total number of multicast Music On Hold (MOH) resources that are being used (active) on all registered MOH servers.
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• Total Active Transcoders graph This graph shows the total number of transcoders that are being used on all registered transcoder devices. A transcoder in use is one transcoder resource that has been allocated for use in each call. Each transcoder resource uses two streams. • Total Active MTPs graph This graph shows the total number of Media Termination Point (MTP) resources that are being used on all registered MTP devices. An MTP in use is one MTP resource that has been allocated for use in a call. Each MTP resource uses two streams.
Links This Display provides Links to access other Displays showing detailed performance data for: • Music on Hold Services • Conference Bridges • Transcoder Devices • Media Termination Points
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Monitoring Node Configuration The CMA - Monitoring Node Configuration Display provides the facility to start or stop a range of pre-packaged Database Collections, Thresholds and Analysts that are used in monitoring CUCM 5+ cluster data. This Display is accessed from the Cluster Central (page 201) Display by clicking the Configuration link.
Display Data The data shown on this Display includes: • Monitored Cisco Clusters This table shows a list of all monitored Cisco clusters together with their Cisco version number. • Total Packets/Sec This line graph shows the number of Received Packets Per Second and Sent Packets Per Second at 10 second intervals.
Links Each of the following windows provide an indicator to show if the specified Database or Threshold function is currently running or not. If the function is not running a red 'Stopped' indicator will be shown together with a Start link which when clicked will start the function. If the function is currently running a green 'Running' indicator will be shown together with a Stop link which when clicked will stop the function. Cluster Databases for
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Call Databases for
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Phones Central The CMA-Phones Central Display is a central information and administration point for all phone devices in the CUCM Appliance Cluster. It provides an easy interface to locate particular phone devices and view general summary statistics about devices in the cluster.
Display Data Phones Central provides the following data; • A 'Phone Registration Summary' pie-chart that shows the percentage of phones that are found to be; registered, not registered, with registration status that can be determined but not as yet known, where registration status is not applicable. • A 'Phone Registration by CUCM Precedence' pie-chart that shows the percentage of phones that are registered to the Primary, Secondary and Tertiary CallManagers. • Three tables showing phone status by Device Pool, Location and Region with each table showing the percentage of phones that are registered, not registered, registration unknown, registration not available and total.
Links Find Phone by > Name, Extension, Extension Description This provides a search facility allowing for specific phone devices to be searched for by name, extension number or extension description. Phone Registration History Opens the CMA - Phone Registrations Display. Here details of the number of phones registered and unregistered by Device Pool can be viewed together with historical registration details.
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Monitored Phones Opens the CMA-Real Time Phones Monitored Display. This Display provides a listing of all devices being recorded. FXS Devices Opens the CMA-FXS Devices Display. This provides a list of all analog devices showing the device name, gateway name, number of calls attempted during the last interval, device and port status.
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Find Phone A search facility is provided from the Phones Central Display. This allows you to search for specific phones or devices by name, extension or description. The searched for string is using 'contains in any position' match pattern logic.
After completing the prompt and selecting the OK button a list of phone devices that matched search criteria will be presented.
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Detailed Phone Monitoring It may often be necessary for the network administrator to collect call quality data for one or more phone devices in order to verify reported issues and determine any required corrective action. Whilst PROGNOSIS IP Telephony Manager automatically monitors each phone in real-time an option is also available that allows historical data to be collected for IP phones. This can be done through the Phone Details Display from where the Call Quality History database can be run.
Accessing the CallManager Device Detail Display The Phone Details Display is accessed from the Phones Central Display by selecting the Registered Phones legend item in the Phone Registration Summary window. This will open the Phones Registered Display which will provide a list of all phones that are currently registered. Click on the phone name that the call quality data is required for and this will open the Phones Detail Display. Alternatively, click on a phone name in the Search Results Display after using the 'Find Phone' function
Display Data This Display provides detailed information about the selected device. This information includes hardware, status and configuration details along with a range of call data.
Links View Recent Calls This link will open the Call List 48 Hours Display. This Display shows a list of each call made on the selected extension over the previous 48 hours including the final called number, the duration of the call, the disconnect time, release cause code and MOS. Three pie charts also show a visual depiction of this data.
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Start Database The Display indicates if the CMA_DEVICE
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Reports Central The CMA-Reports Central Display provides access to a selection of pre-packaged reports that are available for a set of time periods. Data is replayed from the 'Cluster' and 'Capacity Planning' databases. These database collections should be running ONLY on the PROGNOSIS IP Telephony Manager Monitoring Server. The top window in this Display shows the Monitoring Server name and provides a link to start or stop the Database Collections.
Reports can be viewed by selecting the report type in the main window and then selecting the required time period in the right hand column. Once the time period has been selected the report will be displayed.
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Route Pattern Central The CMA - Route Pattern Central Display provides a list of Partitions and the associated Route Patterns being used in the CUCM Appliance environment along with the current status of each pattern.
Route patterns determine the path that calls take in the network, based upon a predefined event, such as a server going down. This functionality is based upon the set up of the individual system and can include the use of Route list patterns, Route Groups and Endpoints. This Display can be used to: • Identify partitions and the associated route patterns being used. • Quickly identify problems with call routing by viewing the displayed status indicators. • Drill-down to the Route Lists, Route Groups and Endpoints that the Route Pattern links to by clicking on the Pattern name.
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TFTP Central The CUCM TFTP Service is used to build configuration files and transfer those files on demand along with binary image files and ring tones to devices on the network. This usually occurs when a new device is connected or an existing device is rebooted. Every IP phone and CUCM Gateway on the network relies on the TFTP service to supply these files so that they can operate. The CMA - TFTP Central Display provides the status of the Cisco TFTP Services and also provides performance data for the TFTP requests and data transfers.
Files are sent from the TFTP server to the requesting device in data segments of 512 bytes. For each segment sent, the requesting device will send back to the TFTP server an acknowledgment message. The next data segment is sent upon receipt of the acknowledgement for the previous segment until the complete file has been successfully transmitted to the requesting device.
Display Data This Display provides the following data: • TFTP Heartbeat Rate per Second graph This line graph shows a graphical representation of the heartbeat data for all running CUCM TFTP Services. If the heartbeat slows or stops there is likely to be serious impact to IP devices on the network. • TFTP Requests and Segments This table shows the following TFTP statistics; Requests in Progress - Shows the number of file requests currently being processed by the TFTP server. This counter provides an indication of the current load on the TFTP server. Requests Processed -The number of requests successfully processed by the TFTP server at the last interval. Requests Aborted - The number of TFTP requests aborted at the last interval.
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Requests Failed - The number of TFTP requests where the requested file was not found at the last interval. Total Requests per Second - Total number of TFTP requests being handled per second. Total Requests - The total number of TFTP requests at the last interval. Segments Sent - The total number of data segments sent by the TFTP server. Files are sent to the requesting device in data segments of 512 bytes. Segments Acknowledged - The total number of data segments acknowledged by the client devices. TFTP Out of Resources - The number of TFTP requests that were rejected because the maximum number of allowable client connections was exceeded at the last interval. Record Last Updated - The time that the record was last updated.
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Trunk Central The CMA-Trunk Central Display provides a summary of all H.323 based trunks (including inter-cluster trunks) and SIP trunks on the network. A trunk is a service that allows quasi-transparent connections between two PBXs, a PBX and a local extension, or some other combination of telephony interfaces with signaling passed transparently through the packet data network.
Display Data The CMA-Trunk Central Display shows a list of each trunk type on the network, that is; • ICT (Non-GK Controlled) = 'Inter-Cluster Trunk (Non-Gatekeeper Controlled)', • ICT (GK Controlled) = 'Inter-Cluster Trunk (Gatekeeper Controlled)', or • H.225 (GK Controlled) = 'H225 Trunk (Gatekeeper Controlled)'. • SIP Trunk The 'Calls Attempted' column shows the number of calls, both incoming and outgoing, attempted during the last interval. The 'Calls Active' column shows the number of currently active calls (A call becomes active when the connection through the trunk is made). The 'Status' column shows the current status of the trunk. Two bar charts are also included in the lower windows showing the number of calls attempted and active per trunk.
Link View CAC for All Gatekeepers This Link will open the CMA - CallManager Call Admission Control Display. This Display is used to provide details of the Gatekeeper devices. A Gatekeeper device, also known as a Cisco Multimedia Conference Manager (MCM), supports the H.225 Registration, Admission, and Status Protocol (RAS) message set used for call admission control, bandwidth allocation, and call routing. The Gatekeeper provides these services for communications between CUCM clusters.
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Unity Central Cisco Unity is a powerful unified communications solution that provides advanced convergence based communication services and integrates them with desktop applications. Designed for enterprise scale organizations, Cisco Unity delivers unified messaging that gives subscribers the ability to access and manage messages and calls from anywhere, at any time, regardless of device or media type. Using Cisco Unity, you can listen to your email over the telephone, check voice messages from the Internet and, if a fax server is present, forward faxes to any local fax machine. The Unity Central Display shows a list of Cisco Unity Servers showing database details, version number and its current status. The line graph at the bottom of the screen shows the Voicemail Port Utilization per Server.
For full details of monitoring Cisco Unity with PROGNOSIS IP Telephony Manager see the Cisco Unity Monitoring (page 252) section.
NOTE: As PROGNOSIS IP Telephony Manager 9 cannot be installed on to a Unity server it requires a special set-up that is detailed in the PROGNOSIS IP Telephony Manager 9 Installation Guide, please refer to this document for details.
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Voice Quality Central The CMA Voice Quality Central Display shows call Quality of Service (QoS) related data. This data is obtained from the CallManager Appliance CDRs (Call Details Records) and the CallManager Appliance CMR (Call Management Record).
Display Data This Display provides the following information; • Voice Quality Distribution by QoS Category This table shows summarized voice quality by MoS, packet loss, latency and jitter for the last minute. • Voice Quality Distribution by Call Category This table provides a summary of voice quality data by category over the last minute. • Voice Quality Distribution by MOS (% of Calls) This stacked bar chart shows the percentage of calls by MOS rating for the last hour.
Database The Voice Quality Central Display shows voice quality data collected by the CMA-Voice Quality Database. This database needs to be started manually, if the database is not currently running the indicator in the top left corner of this Display will show Click to Start Recording, click this link and the
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Troubleshooting If the Voice Quality displays do not show data when monitoring a Cisco Unified Communications Manager 5.x cluster it is most likely because the CDRs are not being uploaded into the PROGNOSIS IP Telephony Manager SFTP server. The issue is due to an "access denied" error when the CallManager tries to login to the SFTP server.
To Diagnose Use putty.exe to login to the SFTP server on the PROGNOSIS IP Telephony Manager 9 Monitoring Server. Username: PrognosisCDR Password: Prognosis_CDR If an "access denied" error is received then this indicates that CDRs will never be uploaded into IP Telephony Manager. A further symptom is that CDR files do not end up in the directory: "C:\Program Files\PROGNOSIS IP Telephony Manager\3rdparty\copssh\home\PrognosisCDR\CDRData". The CDR files are uploaded into this directory by the CallManager via the SFTP server. The CDR files are then moved into the IP Telephony Manager server database.
Workaround Step 1 Add the PrognosisCDR user to the local Administrators group on the PROGNOSIS IP Telephony Manager 9 Monitoring Server. Step 2 Restart the 'Openssh SSHD' service. Once done, test by using putty.exe to login to the SFTP server on the Monitoring node. Username: PrognosisCDR Password: Prognosis_CDR A successful login to the SFTP server should now be possible. Also, CDR files will start appearing (every 1 minute by default) into the directory: "C:\Program Files\PROGNOSIS IP Telephony Manager\3rdparty\copssh\home\PrognosisCDR\CDRData"
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Thresholds and Alerts for CUCM 5+ PROGNOSIS IP Telephony Manager provides an alerting mechanism that allows administrators to receive alerts based upon defined Thresholds. These Thresholds and the subsequent alerts are richly configurable (for timing, frequency etc) and the alerts can be raised in a variety of formats (SNMP traps, error logs, emails etc). A Threshold is a service that scans selected data looking for one or more predefined conditions. Each condition is created in the Thresholds properties dialog box with a 'Where Clause' which sets a limitation on selected fields from a specific record. When a Threshold starts it will check for each condition and if a condition is found to be 'true' the Threshold will be triggered and an alert raised. The Threshold will then use its 'Log Interval' setting to determine how often to log the message. If the Threshold service does not find a condition to be 'true' it will then use the 'Check Interval' setting to determine how often to continue checking. IP Telephony Manager includes a number of pre-packaged Thresholds for use with Cisco Unified Communications Manager 5+. For detailed information about the various conditions contained in these Thresholds please refer to the following sections; • cmaDeviceAlerts (page 233) This Threshold is used to provide alerts on Gateway devices, phone registrations, Route Patterns and Trunk devices. • cmaLocationCAC (page 237) This Threshold is used to alert for call failures due to bandwidth problems. • cmaMediaResourceAlerts (page 238) This Threshold provides alerts related to the various media devices being used in the network. • cmaServerAlerts (page 243) This Threshold contains conditions that are used to monitor various functions of the CUCM appliance cluster. These Thresholds are not started by default and, if required, will need to be started manually. To start a Threshold, double-click on the Threshold document in the Document Navigator; this will start the Threshold on any nodes that are defined in the Nodes tab of the properties dialog box. Alternatively, you can drag and drop a Threshold document onto any CMA node in the Nodes Navigator. These Threshold documents are located in the Document Navigator of the GUI in the following folder path: IP Telephony Manager/Cisco/CMA/Thresholds
NOTE: If required, pre-packaged conditions can be adjusted to suit your specific environment by adjusting the 'Where Clause'. For further details please refer to the 'Thresholds' section of the System Guide or the Online Help. Remember, before making any changes it is recommended that a copy of the original document be saved as a back-up.
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Supplied Thresholds cmaDeviceAlerts The following pre-packaged Conditions are included in the 'cmaDeviceAlerts' Threshold document. CmaGatewayBRIDevBusyAtt
Where Clause: CBUSYI >0 Checks: For calls being rejected due to MGCP BRI voice channels being unavailable. Alerts: After two consecutive occurrences of calls are being rejected due to MGCP BRI voice channels being unavailable.
CmaGatewayCASDevBusyAtt
Where Clause: CBUSYI > 0 Checks: For calls being rejected due to MGCP T1-CAS voice channels being unavailable. Alerts: After two consecutive occurrences of calls being rejected due to MGCP T1- CAS voice channels being unavailable.
CmaGatewayDevDown
Where Clause: (DEVSTAT = 1) OR (DEVSTAT = 3) Checks: For a Gateway status of either 'degraded' or 'down'. Alerts: When a Gateway is down (not registered). * Condition Pair: CmaGatewayDevUp
CmaGatewayDevUp
Where Clause: (DEVSTAT <> 1) OR (DEVSTAT <> 3) Checks: For a Gateway status of other than 'degraded' or 'down'. Alerts: When a Gateway is Up (Registered). * Condition Pair: CmaGatewayDevDown
CmaGatewayFXODevBusyAtt
Where Clause: CBUSYI >0 Checks: For calls being rejected due to H.323 FXO voice channels being unavailable. Alerts: After two consecutive occurrences of calls being rejected due to H.323 FXO voice channels being unavailable.
CmaGatewayPRIDevBusyAtt
Where Clause: CBUSYI >0 Checks: For calls being rejected due to MGCP PRI (E1 & T1) voice channels being unavailable. Alerts: After two consecutive occurrences of calls being rejected due to MGCP PRI (E1 & T1) voice channels being unavailable.
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CmaGkRejectVidCallsError
Where Clause: VBWFAILI > 0 Checks: For video calls that are being rejected by gatekeepers due to a lack of bandwidth. Alerts: After five consecutive occurrences of one or more video calls failing due to lack of bandwidth.
CmaGkRejectVidCallsWarn
Where Clause: VBWFAILI > 0 Checks: For video calls that are being rejected by gatekeepers due to a lack of bandwidth. Alerts: If of one or more video calls fail due to lack of bandwidth.
CmaH323GWDown
Where Clause: (DEVPROD CONTAINS "H.323") AND (DEVSTATE = 3) Checks: For the current state of any H.323 Gateways. Alerts: If any H.323 Gateway is found to be in a 'down' state.
CmaH323GWNotContactable
Where Clause: (DEVNAME <> EMPTY) AND (DEVPROD CONTAINS "H.323") AND (DEVSTATS = "Not Contactable") Checks: For the current state of any H.323 Gateways. Alerts: If The H323 Gateway is not contactable
CmaPhoneRegChange
Where Clause: NREGPHI > 50 OR NREGPHI < -50 Checks: For the number of phone devices registered with the CallManager. Alerts: When more then 50 phones are registered or more than 50 phones become unregistered.
CmaRouteGroupDegraded
Where Clause: ORDSTAT = 1 Checks: For the route group status. Alerts: When a route group is 'degraded', i.e. when some of the endpoint devices in this route group are down and some are up.
CmaRouteGroupDown
Where Clause: ORDSTAT = 0 Checks: For the route group status. Alerts: When a route group is 'down', i.e. when all of the endpoint devices in this route group are down. * Condition Pair: CmaRouteGroupNotDown
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CmaRouteGroupNotDown
Where Clause: ORDSTAT <> 0 Checks: For the route group status. Alerts: When a route group status changes. * Condition Pair: CmaRouteGroupDown
CmaRouteListDown
Where Clause: ORDSTAT = 2 Checks: For the route list status. Alerts: When a route list is down. * Condition Pair: CmaRouteListNotDown
CmaRouteListNotDown
Where Clause: ORDSTAT <> 2 Checks: For the route list status. Alerts: When a route list status changes. * Condition Pair: CmaRouteListDown
CmaRoutePatternDegraded
Where Clause: STATUS = "DEGR" Checks: For the route pattern status. Alerts: When a route list status changes. When a route pattern is degraded, i.e. when one or more of the route list/route groups/endpoint devices in this route pattern is down, but at least one of the route list/route groups/endpoint devices in this route pattern is still up and able to route calls.
CmaRoutePatternDown
Where Clause: STATUS = "DOWN" Checks: For the route pattern status. Alerts: When a route pattern is down, i.e. when all of the list/groups/endpoint devices in this route pattern are down, so that the route pattern can no longer route calls. * Condition Pair: CmaRoutePatternNotDown
CmaRoutePatternNotDown
Where Clause: STATUS <> "DOWN" Checks: For the route pattern status. Alerts: When a route pattern status changes. * Condition Pair: CmaRoutePatternDown
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CmaTrunkDownErr
Where Clause: ISREG = 0 Checks: For the trunk status. Alerts: If the trunk has been down for 5 consecutive occurrences an error message is raised. * Condition Pair: CmaTrunkNotDownErr
CmaTrunkDownWarn
Where Clause: IISREG = 0 Checks: For the trunk status. Alerts: Any time the trunk is down with a warning message.
CmaTrunkNotDownErr
Where Clause: ISREG <> 0 Checks: For the trunk status. Alerts: Any time a trunk status changes. * Condition Pair: CmaTrunkDownErr
VoiceGWAllPortsDown
Where Clause: (DEVPROD CONTAINS "VG") AND (CHANUP% = 0) Checks: For the percentage of Voice Gateway ports that are currently 'Up'. Alerts: If all Voice Gateways ports are down.
VoiceGWPortsDown60%
Where Clause: (DEVPROD CONTAINS "VG") AND (CHANUP% < 40 AND CHANUP% > 19) Checks: For the percentage of Voice Gateway ports that are currently 'Up'. Alerts: If the percentage of Voice Gateway ports that are 'Up' becomes greater than 19% and less than 40%.
VoiceGWPortsDown80%
Where Clause: (DEVPROD CONTAINS "VG") AND (CHANUP% < 20 AND CHANUP% > 0) Checks: For the percentage of Voice Gateway ports that are currently 'Up'. Alerts: If the percentage of Voice Gateway ports that are 'Up' becomes less than 20%.
* See the Availability Thresholds section (page 302) for details about how 'Condition Pairs' operate.
Page 236 of 432 Cisco Unified Communications Manager 5+ cmaLocationCAC The following pre-packaged Conditions are included in the 'cmaLocationCAC' Threshold document. CmaLocationBwMax
Where Clause: BWFAILI > 0 Checks: That each location has sufficient bandwidth to allow calls to be made. Alerts: Alerts when the call(s) start failing because of lack of bandwidth. * Condition Pair: CmaLocationBwOk
CmaLocationBwOk
Where Clause: BWFAILI = 0 Checks: That each location has sufficient bandwidth to allow calls to be made. * Condition Pair: CmaLocationBwMax
CmaLocationBwUsed
Where Clause: BWMAX <> 0 and BWUSEP > 90 Checks: For locations where the bandwidth has been specified and is not unlimited and where the bandwidth on these locations is not close to being fully utilized or out of bandwidth. Alerts: If the bandwidth currently being used is exceeding 90%.
CmaVideoLocationBwMax
Where Clause: VBWFAILI > 0 Checks: That each location has sufficient bandwidth to allow video calls to be made. Alerts: Alerts when the video call(s) start failing because of lack of bandwidth. * Condition Pair: CmaVideoLocationBwOk
CmaVideoLocationBwNearMx
Where Clause: (VBWUSEP > 90 AND VBWUSEP < 100) Checks: That the allocated video bandwidth on these locations is not close to being fully utilized or out of bandwidth. Alerts: If the video bandwidth currently being used is exceeding 90% but isn’t 100%.
CmaVideoLocationBwOk
Where Clause: VBWFAILI = 0 Checks: That each location has sufficient bandwidth to allow video calls to be made. Alerts: CmaVideoLocationBwMax
* See the Availability Thresholds section (page 302) for details about how 'Condition Pairs' operate.
Page 237 of 432 PROGNOSIS IP Telephony Manager cmaMediaResourceAlerts The following pre-packaged Conditions are included in the 'cmaMediaResourceAlerts' Threshold document. CmaHWConferenceUtil80-95
Where Clause: (HWCRACT/HWCRTOT > 0.8) AND (HWCRACT/HWCRTOT < 0.95) Checks: That the hardware conference resource utilisation is not close to being overloaded. Alerts: Alerts after 5 consecutive occurrences of the resource utilization being between 80-95%.
CmaHWConferenceUtilSpike
Where Clause: HWCRACT/HWCRTOT > 0.95 Checks: The total number of conference resources that are in use against the number of resources provided. Alerts: Alerts every time the resource utilization exceeds 95%.
CmaHWConfNotOverloaded
Where Clause: HWCRACT/HWCRTOT < 0.95 Checks: The total number of conference resources that are in use against the number of resources provided. Alerts: Alerts after 5 consecutive occurrences when conference resource utilization is less than 95% * Condition Pair: CmaHWConfOverloaded
CmaHWConfOverloaded
Where Clause: HWCRACT/HWCRTOT > 0.95 Checks: The total number of conference resources that are in use against the number of resources provided. Alerts: Alerts after 5 consecutive occurrences when the conference resource utilization exceeds 95%. * Condition Pair: CmaHWConfNotOverloaded
CmaMTPNotOverloaded
Where Clause: MTPACT/MTPTOT < 0.95 Checks: Whether the media termination point resources are overloaded. * Condition Pair: CmaMTPOverloaded
CmaMTPOverloaded
Where Clause: MTPACT/MTPTOT > 0.95 Checks: Whether the media termination point resources are overloaded. Alerts: After 5 consecutive occurrences if the MTP resources exceeded 95% utilization. * Condition Pair: CmaMTPNotOverloaded
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CmaMTPUtil80-95
Where Clause: (MTPACT/MTPTOT> 0.8) AND (MTPACT/MTPTOT < 0.95) Checks: That the MTP resource utilisation is not close to being overloaded. Alerts: Alerts after 5 consecutive occurrences of the resource utilization being between 80-95%.
CmaMTPUtilSpike
Where Clause: MTPACT/MTPTOT > 0.95 Checks: Every 5 minutes that the MTP resource utilization is not hitting 95%. Alerts: Alerts every time it does hit 95% (hence spike).
CmaMulticastMOHUtil80-95
Where Clause: (MOHMACT/MOHMTOT> 0.8) AND (MOHMACT/MOHMTOT< 0.95) Checks: That the multicast music on hold resource utilisation is not close to being overloaded. Alerts: Alerts after 5 consecutive occurrences of the resource utilization being between 80-95%.
CmaMulticastMOHUtilSpike
Where Clause: MOHMACT/MOHMTOT> 0.95 Checks: Every 5 minutes that the multicast MOH resource utilization is not exceeding 95%. Alerts: Alerts every time it does exceed 95% (hence spike).
CmaMultiMOHNotOverloaded
Where Clause: MOHMACT/MOHMTOT < 0.95 Checks: Whether the multicast music on hold (MOH) resources are overloaded. Alerts: CmaMultiMOHOverloaded
CmaMultiMOHOverloaded
Where Clause: MOHMACT/MOHMTOT > 0.95 Checks: Whether the multicast music on hold (MOH) resources are overloaded. Alerts: After 5 consecutive occurrences if the resources exceeded 95% utilization. * Condition Pair: CmaMultiMOHNotOverloaded
CmaNoVideoConfPortsError
Where Clause: VCOORI > 0 Checks: Every 5 minutes that the ports on a video conference bridge registered to this CallManager are available and so CallManager is still able to allocate a stream to a call. Alerts: A Error message when no resources were available on 5 consecutive occurrences on a registered video conference bridge when CallManager attempted to allocated one.
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CmaNoVideoConfPortsWarn
Where Clause: VCOORI > 0 Checks: Every 5 minutes that the ports on a video conference bridge registered to this CallManager are available and so CallManager is still able to allocate a stream to a call. Alerts: A warning message when no resources were available on a registered video conference bridge when CallManager attempted to allocated one.
CmaSWConferenceUtil80-95
Where Clause: (SWCRACT/SWCRTOT> 0.8) AND (SWCRACT/SWCRTOT< 0.95) Checks: That the software conference resource utilization is not close to being overloaded. Alerts: Alerts after 5 consecutive occurrences of the resource utilization being between 80-95%.
CmaSWConferenceUtilSpike
Where Clause: SWCRACT/SWCRTOT > 0.95 Checks: Every 5 minutes that the resource utilization is not exceeding 95%. Alerts: Alerts every time it does exceed 95% (hence spike).
CmaSWConfNotOverloaded
Where Clause: SWCRACT/SWCRTOT < 0.95 Checks: That the software conference resources are not overloaded by dividing the resources active by the total. Alerts: CmaSWConfOverloaded
CmaSWConfOverloaded
Where Clause: SWCRACT/SWCRTOT > 0.95 Checks: That the software conference resources are not overloaded by dividing the resources active by the total. Alerts: Alerts after 5 consecutive occurrences when the software conference resources have exceeded 95%. * Condition Pair: CmaSWConfNotOverloaded
CmaTranscodersOverloaded
Where Clause: TRANACT/TRANTOT > 0.95 Checks: That the trancoder resources are not overloaded by dividing the resources active by the total resources. Alerts: Alerts after 5 consecutive occurrences when the transcoder resources have exceeded 95%. * Condition Pair: CmaTranscodNotOverloaded
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CmaTranscodersUtil80-95
Where Clause: (TRANACT/TRANTOT> 0.8) AND (TRANACT/TRANTOT < 0.95) Checks: That the transcoder resource utilisation is not close to being overloaded. Alerts: Alerts after 5 consecutive occurrences of the resource utilization being between 80-95%.
CmaTranscodersUtilSpike
Where Clause: TRANACT/TRANTOT > 0.95 Checks: Every 5 minutes that the resource utilization is not exceeding 95%. Alerts: Alerts every time it does exceed 95% (hence spike).
CmaTranscodNotOverloaded
Where Clause: TRANACT/TRANTOT < 0.95 Checks: That the transcoder resources are not overloaded by dividing the resources active by the total resources. * Condition Pair: CmaTranscodersOverloaded
CmaUnicastMOHUtil80-95
Where Clause: (MOHUACT/MOHUTOT> 0.8) AND (MOHUACT/MOHUTOT< 0.95) Checks: That the unicast music on hold resource utilitsation is not close to being overloaded. Alerts: Alerts after 5 consecutive occurrences of the resource utilization being between 80-95%.
CmaUnicastMOHUtilSpike
Where Clause: MOHUACT/MOHUTOT> 0.95 Checks: Every 5 minutes that the unicast MOH resource utilization is not exceeding 95%. Alerts: Alerts every time it does exceed 95% (hence spike).
CmaUniMOHNotOverloaded
Where Clause: MOHUACT/MOHUTOT< 0.95 Checks: Whether the unicast music on hold (MOH) resources are overloaded. * Condition Pair: CmaUniMOHOverloaded
CmaUniMOHOverloaded
Where Clause: MOHUACT/MOHUTOT> 0.95 Checks: Whether the unicast music on hold (MOH) resources are overloaded. Alerts: After 5 consecutive occurrences if the resources exceeded 95% utilization. * Condition Pair: CmaUniMOHNotOverloaded
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CmaVcbOk
Where Clause: OOFRDLTA = 0 Checks: The attempts made to allocate a conference resource from this video conference device are not failing. * Condition Pair: CmaVcbOverload
CmaVcbOverload
Where Clause: OOFRDLTA > 0 Checks: The attempts made to allocate a conference resource from this video conference device are not failing. Alerts: Alerts every time an attempt to allocate a resource has failed. * Condition Pair: CmaVcbOk
CmaVideoConfBrMaxLoad
Where Clause: CONFAVAL = 0 Checks: That video conference resources are still available on this video conference bridge. Alerts: Alerts when no video conferences are available on this video conference bridge.
* See the Availability Thresholds section (page 302) for details about how 'Condition Pairs' operate.
Page 242 of 432 Cisco Unified Communications Manager 5+ cmaServerAlert The following pre-packaged Conditions are included in the 'cmaServerAlert' Threshold document. CmaCallManagerUp%Low
Where Clause: TYPE = "THRESHOLD" AND SUBID2 = "CUCM" AND (DAY%UP > 95 AND DAY%UP < 99) AND SUBID1 = "#Cluster" Checks: Checks the AVMON record for all thresholds categorized in the "CALLMANAGER" group to determining the availability of the CallManager as a whole. Alerts: When the CallManager is reported to be up between 95% and 99%.
CmaCallManagerUp%TooLow
Where Clause: TYPE = "THRESHOLD" AND SUBID2 = "CUCM" AND DAY%UP < 95 Checks: Checks the AVMON record for all thresholds categorized in the "CALLMANAGER" group to determining the availability of the CallManager as a whole. Alerts: When the CallManager is reported to be up 95% or below.
CmaCallsRejected
Where Clause: GOS > 0.05 Checks: The CallManager’s Grade Of Service (GOS), i.e. the percentage of calls rejected due to CallManager overload. Alerts: When the GOS is greater then 0.05
CmaCallsRejectedOk
Where Clause: GOS< 0.05 OR GOS = 0.05 Checks: The CallManager’s Grade Of Service (GOS), i.e. the percentage of calls rejected due to CallManager overload. Alerts: When the GOS is less than or equal to 0.05, i.e back within limits.
CmaCCMAgtprocessDown
Where Clause: INSTNAME CONTAINS "ccmAgt" Checks: That the CCMAgent process is running on the CUCM. Alerts: When the CCMAgent process is NOT running * Condition Pair: CmaCCMAgtprocessup
CmaCCMAgtprocessup
Where Clause: INSTNAME CONTAINS "ccmAgt" Checks: That the CCMAgent process is running on the CUCM. * Condition Pair: CmaCCMAgtprocessdown
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CmaCCMProcessDown
Where Clause: (INSTNAME CONTAINS "CCM") AND (INSTNAME NOT CONTAINS "ccmAgt") Checks: That the CCM process is running on the CUCM. Alerts: If the CCM process is NOT running. * Condition Pair: CmaCCMProcessup
CmaCCMProcessUp
Where Clause: (INSTNAME CONTAINS "CCM") AND (INSTNAME NOT CONTAINS "ccmAgt") Checks: That the CCM process us running on the CUCM. * Condition Pair: CmaCCMProcessdown
CmaClusterNotContactable
Where Clause: CNTBL = 0 Checks: The connection between the IP Telephony Manager server and the cluster. Alerts: If no connection is present between the IP Telephony Manager server and cluster.
CmaCodeRedEntry
Where Clause: CODEREE = 1 Checks: Whether the CallManager has entered Code Red. Alerts: When the CallManager is in Code Red, i.e. is in a serious state of overload and rejecting calls.
CmaCodeYellowEntry
Where Clause: CODEYEE = 1 Checks: Whether the CallManager has entered Code Yellow. Alerts: When the CallManager is in Code Yellow, i.e. is overloaded.
CmaCpuBusy
Where Clause: INSTNAME CONTAINS "Total" AND (CPUUSE > 60 AND CPUUSE < 90) Checks: If the combined CPUs’ utilization on a CallManager server is busy. Alerts: When the CPU utilization falls between 60% and 90%.
CmaCpuTooBusy
Where Clause: INSTNAME CONTAINS "Total" AND CPUUSE > 90 Checks: If the combined CPUs’ utilization on a CallManager server is way too busy. Alerts: When the CPU utilization goes above 90%.
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CmaCTIManagerprocessDown
Where Clause: INSTNAME CONTAINS "CTIManager" Checks: If the CTIManager process us running on the CUCM. Alerts: If the CTI Manager process is NOT running. * Condition Pair: CmaCTIManagerprocessup
CmaCTIManagerprocessUp
Where Clause: INSTNAME CONTAINS "CTIManager" Checks: If the CTIManager process us running on the CUCM. * Condition Pair: CmaCTIManagerprocessdown
CmaDBmonprocessDown
Where Clause: INSTNAME CONTAINS "DBmon" Checks: If the DBmon process is running on the CUCM. Alerts: If the DBmon process is NOT running. * Condition Pair: CmaDBmonprocessup
CmaDBmonprocessUp
Where Clause: INSTNAME CONTAINS "DBmon" Checks: If the DBmon process is running on the CUCM. * Condition Pair: CmaDBmonprocessdown
CmaDiskPartitionFull
Where Clause: DISKUSED = 100 Checks: The capacity used of the CallManager server disk partitions. Alerts: When a disk partition capacity used reaches 100%.
CmaDiskPartitionNearFull
Where Clause: DISKUSED > 90 AND DISKUSED < 100 Checks: The capacity used of the CallManager server disk partitions. Alerts: When a disk partition is between 90 and 100% full.
CmaDiskPartitionNotFull
Where Clause: DISKUSED < 100 Checks: The capacity used of the CallManager server disk partitions. Alerts: When a disk partition is < 100% full
CmaFreeMemoryLow
Where Clause: MEMUSEDP > 90 Checks: The amount of CallManager memory being used. Alerts: When only 10% of free memory remains.
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CmaHeartBeaOk
Where Clause: CMHBEATR > 0 Checks: The CallManager heartbeat rate. Alerts: When the CallManager heartbeat is present.
CmaHeartBeatProblem
Where Clause: CMHBEATR = 0 Checks: The CallManager heartbeat rate. Alerts: When the CallManager reports no heartbeat.
CmaJavaProcessDown
Where Clause: INSTNAME CONTAINS "java" Checks: That the Java process us running on the CUCM. Alerts: If the Java process is NOT running * Condition Pair: CmaJavaprocessup
CmaJavaProcessUp
Where Clause: INSTNAME CONTAINS "java" Checks: That the Java process us running on the CUCM. * Condition Pair: CmaJavaprocessdown
CmaProcessUsageHigh
Where Clause: (MEMUSE > 50 OR CPUUSE > 50) AND INSTNAME NOT CONTAINS "CCM" Checks: That all processes running on CallManager servers (except "CCM") are not using too much memory or CPU. Alerts: When a process is using more then 50% of the memory or more then 50% of the CPU.
CmaSNMPProcessDown
Where Clause: INSTNAME CONTAINS "snmpd” Checks: That the SNMP Process is running on the CUCM. Alerts: If the SNMP process is NOT running. * Condition Pair: CmaSNMPProcessup
CmaSNMPProcessUp
Where Clause: INSTNAME CONTAINS "snmpd” Checks: That the SNMP Process is running on the CUCM. * Condition Pair: CmaSNMPProcessdown
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CmaTftpFilesNotFound
Where Clause: REQFFNFI > 0 Checks: All requested files are being found by the TFTP server. Alerts: When a requested file was not found.
CmaTftpHeartBeatOk
Where Clause: NUMHEBE > 0 Checks: The Cisco CallManager TFTP Heart Beat. Alerts: When the TFTP service is up and a heartbeat is present.
CmaTftpHeartBeatProblem
Where Clause: NUMHEBE = 0 Checks: The Cisco CallManager TFTP Heart Beat. Alerts: When the TFTP service is down and no heartbeat found.
* See the Availability Thresholds section (page 302) for details about how 'Condition Pairs' operate.
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Databases for CUCM 5+ PROGNOSIS IP Telephony Manager includes a set of pre-packaged Database documents that are used to monitor Cisco Unified Communication Manager 5+ call data. A number of these Databases are started automatically while the others are optional and need to be started manually. The pre-packaged CUCM 5+ databases include:
Database Name Wrapping Interval Maximum Start Size
VoiceGatewayReports - 100MB Manual
CmaDevRegistrations 6 days 300MB Manual
CMA-DEVICE
Automatically Started Databases When adding a CUCM cluster to the IP Telephony Manager setup the '
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Therefore, should any of these documents be stopped, in order to start them again the relevant 'Start' Command will need to be run.
Manually Started Databases The Databases that are not started by default can be started manually, if required. These include the following; • VoiceGateway Reports This database collects a wide range of data for Voice Gateway devices which is then used in the Voice Gateways reports. This database can be started from the Document Navigator of the GUI from the CMA/Displays/Gateways/Database folder path. • CmaDevRegistrations This database is used to obtain data for device registration history in the CUCM environment. This database can be started from the CMA - Phone Registrations Display by selecting the Click to Start links in the History Status and Availability columns of the Phone Registration History window. • CMA_DEVICE
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Analyst for CUCM 5+ When adding a CUCM 5+cluster to the PROGNOSIS IP Telephony Manager setup, an Analyst is automatically created and started for each cluster. This Analyst checks for crucial system operations, such as, heartbeat rate, memory leaks, handle leaks, CPU busy, low memory, high interrupts, low disk space etc and issues alerts as required. The title of the Analyst document is automatically generated and is based upon a numeric cluster id and the cluster name, it takes the format '
This document is automatically created and run, it cannot be manually accessed from the Document Navigator. However, when running, it can be viewed in the Nodes Navigator and from here it may be stopped, if required, by right clicking and selecting stop from the context menu. Alternatively, the Cisco Monitoring Node Configuration Display can be used to check if the Analyst is running. This display also provides links to start and stop the Analyst as required. See the Monitoring Node Configuration Display topic (page 217) for further details. In addition, the options to stop and also start this Analyst document are available through Commands that can be accessed from the following folder path in the Document Navigator: IP Telephony Manager\Cisco\CMA\Configuration
Therefore, should the Analyst be stopped it can be restarted by running the 'Cma-Analyst Start' Command.
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Cisco Unity
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Cisco Unity Cisco Unity is a powerful Unified Communications solution that provides advanced, convergence-based communication services and integrates them with desktop applications. It integrates transparently with Microsoft Exchange allowing all messages (i.e. email, voice, and fax) to be handled through a single inbox using the Outlook email client or a browser interface. Designed for enterprise scale organizations, Cisco Unity delivers unified messaging that gives subscribers the ability to access and manage messages and calls from anywhere, at any time, regardless of device or media type. Using Cisco Unity, emails can be listened to over the telephone, voice messages can be checked from the Internet and, if a fax server is present, faxes can be forwarded to any local fax machine. Unity monitoring is achieved by installing PROGNOSIS IP Telephony Manager 8.1.2 onto the Unity Server. Although PROGNOSIS IP Telephony Manager 9 cannot be installed onto the Unity server it is possible to integrate the Unity server data into the IP Telephony Manager Displays. This creates a seamless integration of all IP telephony and related Unity and mail store servers under one IP Telephony Manager node group. Please refer to the Installation Guide for specific setup procedures. Specialized Displays and Thresholds are included to provide the following management tools; • Enterprise wide monitoring of all Unity related servers in the CallManager environment. • Easy verification of all Unity and CallManager software version components. • Real time monitoring of Voice Mail calls in progress from Unity (TAPI) and CallManager, plus simultaneous ability to view messages reaching subscribers mailbox on Exchange Servers. • Easy verification and monitoring of Unity Servers backup (fail over) status plus the detailed status of each service that is configured for fail over and its present state. • Voice mail port configuration and registration status details from Unity and CallManager. • Reconciled error and warning events summary for every server in the Unity environment. • Pre-packaged Thresholds to monitor individual Unity services and Unity specific events. • Convenient listing of current Unity server configurations. • Unity online performance details such as; All Network Ports in Use, CPU and Memory Usage by Individual Process and Unity performance counters such as; Any Silence Delay.
For detailed information about IP Telephony Manager Exchange Server management please refer to the Exchange Management (page 371) section of this guide.
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Monitoring Unity Data PROGNOSIS IP Telephony Manager monitors the performance of Unity servers through the interrogation of the following data sources: • Event log from all Unity Related sources • Performance Registry • Registry configuration • Unity Data Store configuration • Microsoft SQL Server 2000 • Microsoft Exchange It is important to note that Cisco Unity and the Unified Messaging System Application is a distributed application. This means that individual components can reside on different systems throughout the enterprise environment. For example, the Unity server component can be installed on machine X but all Voice Mail Messages are stored on Mail Server Y and the Unity server is integrated with CallManager Z. All these servers form the Cisco Unity environment. The IP Telephony Manager Node Grouping concept and configuration creates a single “per CallManager cluster” view. This grouping process is automatically setup once Unity has been added as a managed node. Monitoring is based on all servers that form part of the Unity environment. The IP Telephony Manager Node Navigator shows each Unity node group located under the CallManager Cluster group tree, this indicates which Unity servers and associated servers belong to which cluster.
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Configuration Configuration and password details for Exchange Server access are detailed in the Exchange Management section of this guide, please refer to Configuration - Exchange Management. (page 372)
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Unity Central The information obtained by PROGNOSIS IP Telephony Manager from the Unity environment is presented through a range of pre-packaged Displays that provide an overall view of the Unity server operations. The pre-packaged Unity Central Display provides a global overview of all Unity and related systems as illustrated below.
The Unity Central Display shows a listing of Cisco Unity Servers, CallManager Systems with configured Voice Mail ports and Event Error Log Summary for any Unity related systems. This Display is the first Display that you should navigate to in order to drill-down to a specific Unity server or any Unity-related system. From the Unity Central Display you can quickly view: • A table showing all Unity servers, the database that is running and the version details plus the current status. • A graph of Voicemail port utilization per server.
A drill-down is provided on the Server name that will open the Unity Server Details (page 256) Display.
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Unity Server Details The Unity Server Details Display is accessed by drilling-down on a server name in the Unity Central Display. The Unity Server Details Display provides an overview of configuration, status and performance data for the selected device.
The data provided on the Display includes: • Related CUCM This window lists all associated Cisco nodes. • Exchange Servers Used by this Unity Server This window lists each Exchange server that is being used by this Unity server together with the name of the database being used and the current status of the Exchange server. A drill-down on the Exchange column will open the Exchange Server Central Display which provides detailed information on the selected Exchange Server such as message traffic, memory usage and MTA work queue length. The drill-down on the Database column will open a database performance Display which provides performance information such as the number of transactions, logins, compilations and requests being processed plus lock and wait time details. • Subscribers This window shows the subscriber home server together with the number of current subscribers. A drill- down on the Subscribers column will open the Unity Subscribers Display which provides detailed information and status for each subscriber. • Services Provides a listing of all Unity and related Services together with their current status. • Redundancy Partner This window is used to monitor the fail over of the Unity servers when configured in a redundant pair.
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• Error Events This windows contains a pie chart that shows a break-up of the number of error events based upon the subsystem (source) that generated the event. • Voicemail Port Utilization This window consists of a line graph that plots Telephone API (TAPI) statistics. It shows the current incoming calls as a percentage of the total number of active telephone lines.
Links DB Running/DB Stopped If showing as DB Stopped, the link can be clicked to start the Unity DB database collection. Error This link will open the Unity Errors Display which shows a list of all error events for the last hour. Mail This link opens the Unity Mailbox Usage Report which contains essential statistics pertaining to each mailbox on the Exchange server for the last hour. Performance This link opens the Unity Performance Report which provides CPU, Memory and Network performance data for the last hour. Tapi This link opens the Unity TAPI Report which provides Telephony API (TAPI) statistics for the last hour including the current number of incoming calls, the number of lines, the number of active lines and the number of current outgoing calls being serviced by this machine. CPU and Memory Open the CPU and Memory Central Display.
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Thresholds and Alerts for Unity PROGNOSIS IP Telephony Manager provides an alerting mechanism that allows administrators to receive alerts based upon defined Thresholds. These Thresholds and the subsequent alerts are richly configurable (for timing, frequency etc) and the alerts can be raised in a variety of formats (SNMP traps, error logs, emails etc). A Threshold is a service that scans selected data looking for one or more predefined conditions. Each condition is created in the Thresholds properties dialog box with a 'Where Clause' which sets a limitation on selected fields from a specific record. When a Threshold starts it will check for each condition and if a condition is found to be 'true' the Threshold will be triggered and an alert raised. The Threshold will then use its 'Log Interval' setting to determine how often to log the message. If the Threshold service does not find a condition to be 'true' it will then use the 'Check Interval' setting to determine how often to continue checking. IP Telephony Manager provides a Unity Alerts Threshold for each of Cisco Unified CallManager 3.3 & 4 and Cisco Unified Communications Manager 5+. Both of these Thresholds are designed to scan selected Unity data looking for pre-defined conditions, such as; 'Failover service down', 'No Unity ports' or 'Unity Lines full'. If a specified condition is found to exist then these pre-packaged Thresholds are configured to send a message to the PrognosisAutomationProblem (PROBLEM) record and SNMP trap when triggered. For detailed information about the various conditions contained in these Thresholds please refer to the following sections; • CUCM 3.3 & 4 Unity Alerts (page 259) • CUCM 5+ Unity Alerts (page 261)
NOTE: The Threshold names end with the word ‘Alerts’. This is used as a flag in the PrognosisAutomationProblem (PROBLEM) record to indicate alerts triggered by the Threshold.
These Thresholds are not started by default and, if required, will need to be started manually. To start the Threshold drag and drop the document from the Document Navigator on to any Unity server in the Node Navigator. Alternatively, click on it to start the Threshold on all Unity Servers in all Clusters. These Threshold documents are located in the Document Navigator of the GUI in the following folder path: Cisco Unified CallManager 3.3 & 4 IP Telephony Manager/Cisco/CCM/Thresholds Cisco Unified Communications Manager 5+ IP Telephony Manager/Cisco/CMA/Thresholds
NOTE: If required, pre-packaged conditions can be adjusted to suit your specific environment by adjusting the 'Where Clause'. For further details please refer to the 'Thresholds' section of the System Guide or the Online Help. Remember, before making any changes it is recommended that a copy of the original document be saved as a back-up.
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Unity Alerts for CUCM 3.3 & 4 For Cisco Unified CallManager 3.3 & 4 a pre-packaged Threshold named UnityAlerts is provided. This Threshold document can be found in the following folder path of the Document Navigator; IP Telephony Manager/Cisco/CCM/Thresholds This Threshold contains the following pre-defined conditions which will trigger alerts when the state of the condition is found to be true. Backup Active
Where Clause: SERVNAME = "AvCsMgr" and SERVLOC = "LOCAL" and PRIMARY = "BACKUP" and SERVACST = "ACTIVE" Checks: When AvCsMgr (Unity) service becomes active on the configured backup Unity server. This indicates a problem with primary Unity server. Alerts: If fail over to backup Unity server has occurred.
Failover Service Down
Where Clause: SERVLOC = "LOCAL" and SERVSTAT = "DOWN" Checks: Fail-over status of all Unity services. Alerts: If any configured for fail over Unity service is in a 'Down' state.
Logon Any Silence Delay
Where Clause: LGONSILN > 10 OR MEDESILN > 10 OR PLMSSILN > 10 OR RECSILN > 10 OR GTHDSILN > 10 Checks: For any Unity component that has an unacceptable Silence delay. The Silence delay is the Unity processing delay and an excessive delay indicates a problem or overload of the Unity server. Alerts: If any Silence delay in tenths of a second of any Unity component is above the specified threshold, (default is > 10).
No Unity Ports
Where Clause: ACTILINE = 0 Checks: Total available TAPI lines Alerts: If no lines are available.
Unity Critical Events
Where Clause: (EVT_SRC = "AvExchangeMonitor_MC" AND EVT_NUM = 1019 AND EVT_TYPE = "Warning" ) OR (EVT_SRC = "AvWM_MC" AND EVT_NUM = 29003 AND EVT_TYPE = "Information ) Checks: For specific events logged into the Application and System Event Log on Unity and related systems. Alerts: To the occurrence of such events as “inability to connect to mail store server”.
Unity Lines Full
Where Clause: ACTILINE > 0 and (CUINCA + CUOUCA = ACTILINE) Checks: TAPI lines Available vs In Use Alerts: Capacity Planning indicator. Frequency of this alert can be indicative of the extent of the problem.
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Unity Msg Store Lock Tic
Where Clause: MSSTLOCK > 0 Checks: Number of ticks to obtain lock on message store, (default is > 0). Alerts: If threshold is reached. This is Unity processing delay and indicative of some problem or overload of Unity server.
Unity Related Services
Where Clause: (INTNAME = "AvCsMgr" OR INTNAME = "AvDSAD" OR INTNAME = "AvDirChangeWriter" OR INTNAME = "CsBridgeConnector" OR INTNAME = "AvGaenSvr" OR INTNAME = "AvCsGateway" OR INTNAME = "AvDSEx55" OR INTNAME = "AvDSGlobalCatalog" OR INTNAME = "AvUMRSyncSvr" OR INTNAME = "AvRepDirSvrSvc" OR INTNAME = "TapiSrv" OR INTNAME = "MSSQLSERVER" OR INTNAME = "MSMQ") AND SERVSTAT <> "RUNNING" AND STARTTYP = "AUTO START" Checks: Unity and related services state on the Unity server. Alerts: Alarms about any services that are configured as Auto Start but not Running. This condition is checked every minute and alert is generated every 30 minutes.
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Unity Alerts for CUCM 5+ For Cisco Unified Communications Manager 5+ a pre-packaged Threshold named cmaUnityAlerts is provided. This Threshold document can be found in the following folder path of the Document Navigator; IP Telephony Manager/Cisco/CMA/Thresholds This Threshold contains the following pre-defined conditions which will trigger alerts when the state of the condition is found to be true. UnityBackupActive
Where Clause: SERVNAME = "AvCsMgr" and SERVLOC = "LOCAL" and PRIMARY = "BACKUP" and SERVSTAT = "ACTIVE" Checks: When AvCsMgr (Unity) service becomes active on the configured backup Unity server. This indicates a problem with primary Unity server. Alerts: If fail over to backup Unity server has occurred.
UnityCriticalEvent
Where Clause: (EVT_SRC = "AvExchangeMonitor_MC" AND EVT_NUM = 1019 AND EVT_TYPE = "Warning" ) OR (EVT_SRC = "AvWM_MC" AND EVT_NUM = 29003 AND EVT_TYPE = "Information") Checks: For specific events logged into the Application and System Event Log on Unity and related systems. Alerts: To the occurrence of such events as “inability to connect to mail store server”.
UnityFailoverServiceDown
Where Clause: SERVLOC = "LOCAL" and SERVSTAT = "DOWN" Checks: Fail-over status of all Unity services. Alerts: If any configured for fail over Unity service is in Down state.
UnityLinesFull
Where Clause: ACTILINE > 0 and (CUINCA + CUOUCA = ACTILINE) Checks: TAPI lines Available vs In Use. Alerts: Capacity Planning indicator. Frequency of this alert can be indicative of the extent of the problem.
UnityLogonSilenceDelay
Where Clause: LGONSILN > 10 OR MEDESILN > 10 OR PLMSSILN > 10 OR RECSILN > 10 OR GTHDSILN > 10 Checks: For any Unity component that has an unacceptable Silence delay. The Silence delay is the Unity processing delay and an excessive delay indicates a problem or overload of the Unity server. Alerts: If any Silence delay in tenths of a second of any Unity component is above the specified threshold, (default is > 10).
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UnityMsgStoreLockTics
Where Clause: MSSTLOCK > 0 Checks: Number of ticks to obtain lock on message store, (default is > 0). Alerts: If threshold is reached. This is Unity processing delay and indicative of some problem or overload of Unity server.
UnityNoPorts
Where Clause: ACTILINE = 0 Checks: Total available TAPI lines. Alerts: If no lines are available.
UnityRelatedServiceNotUp
Where Clause: (INTNAME = "AvCsMgr" OR INTNAME = "AvDSAD" OR INTNAME = "AvDirChangeWriter" OR INTNAME = "CsBridgeConnector" OR INTNAME = "AvGaenSvr" OR INTNAME = "AvCsGateway" OR INTNAME = "AvDSEx55" OR INTNAME = "AvDSGlobalCatalog" OR INTNAME = "AvUMRSyncSvr" OR INTNAME = "AvRepDirSvrSvc" OR INTNAME = "TapiSrv" OR INTNAME = "MSSQLSERVER" OR INTNAME = "MSMQ") AND SERVSTAT <> "RUNNING" AND STARTTYP = "AUTO START" Checks: Unity and related services state on the Unity server. Alerts: Alarms about any services that are configured as Auto Start but not Running. This condition is checked every minute and alert is generated every 30 minutes.
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Nortel Communication Server
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Displays for Nortel The Welcome to PROGNOSIS IP Telephony Manager Display provides direct access to the Monitor Entire Network Display and the Nortel Systems Display. From Links and Drill-downs on each of these Displays the Nortel PBX Display can be opened. This Display in turn provides the availability to drill-down further to view a wide range of Nortel data.
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Nortel PBX Display The Nortel PBX Display is used to show monitored performance data for a specific PBX. The Display provides an overview of connection availability, voice quality samples, gateways calls, PBX device status and a list of alerts. Access to further detailed device data can be obtained by clicking on a device type name in the PBX Status panel.
Accessing the Nortel PBX Display From the Welcome to PROGNOSIS IP Telephony Manager Display click on the Monitor - Entire Network Link, then from the Monitor Entire Network Display click on the required Nortel PBX.
Display Data The data on this Display includes; • Nortel PBXs A listing of all Nortel PBXs that are being monitored by this node. Drilling-down on a PBX name here will open the equivalent Nortel PBX Display for that specific PBX. • Connection Availability Shows the connection availability between the Managing Node and the PBX. Drilling-down on the 'Now' column will open the Availability of PBX Display which contains more detailed information. • PROGNOSIS Raised Alerts Displays the number of open alerts by severity level, Information, Warning, Error and Critical. Drilling-down on the 'Severity' column will open the Troubleshoot Open Problems Display which provides detailed information about each alert.
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• Voice Quality Samples This table and graph shows a summary of voice stream QoS (Quality of Service) exceptions in the PBX. The data is shown as the current number of voice exceptions broken down by QoS scores into Good, Fair, Poor and Unacceptable categories. • PBX Status The PBX Status panel shows the number of devices by type category in each of the QoS (Quality of Service) states of Up, Down, Degraded and Unknown. • Gateway Calls This graph shows the number of calls recorded by the Gateway of the Signalling Server
Links CLI Connections Opens the Nortel CLI Connection Status Display. This Display provides detailed CLI information including the status of the last connection attempt, time of the last connection and details of any connection failures. A graph also provides data on the traffic to and from each monitored PBX. Configuration Opens the Nortel Monitoring Node Display. This Display is used primarily to report on the operating status of the Nortel databases and alerts. Should any of these be in a 'Stopped' state then an option will be provided to start them from the Display. Voice Quality Opens the Nortel Voice Quality Samples per Zone Display. This Display provides detailed Voice Quality information including a table of sample calls showing the percentage of calls falling into the MOS Good, MOS Fair, MOS Poor and MOS Unacceptable categories. A line graph of the results is also provided. Worksheets Opens the Nortel Maintenance Worksheets Display. This Display is used to access; a list of IP phones by firmware, an inventory of all Gateway cards in the PBX, view QoS threshold parameters for zone and call basis, and view a list of devices in the PBX in order to examine the related hardware details.
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Nortel CLI Connection Status Details of the Nortel Command Line Interface connections can be viewed from the Nortel CLI Connection Status Display.
Accessing the Nortel CLI Connection Status Display Click the CLI Connections link in the top left corner of the Nortel PBX Display.
Display Data A Nortel PBX is comprised of at least two servers, a 'Call Server' and one or more 'Signalling Servers'. The Nortel CLI Connection Status Display shows details of the CLI (Command Line Interface) connections to each server. Details include the IP address of each server together with the number of current CLI connections, the login ID, state of the last connection attempt, time of the last connection, last connection failure cause, and the monitoring node name.
Links Commands This Link opens the Nortel Commands Display. This Display shows details of each Nortel CLI (Command line Interface) command that has been run including details of execution times and success/failure counts
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Nortel Monitoring Node The main purpose of the Nortel Monitoring Node Display is to provide access to start the two pre-packaged Nortel Databases and the Nortel PBX Alerts Threshold. For details about the two Databases on this Display please refer to Nortel Databases (page 277) and for further information about the Nortel PBX Alert please refer to Thresholds (page 271).
Accessing the Nortel Monitoring Node Display Click the Configuration link at the top of the Nortel PBX Display.
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Display Data In addition to the Databases and Alert this Display also contains two graphs for Total Packets/Sec and CPU utilization. The Total Packets/Sec graph shows the rate at which bytes and packets are sent and received over the TCP/IP connection and the CPU Utilization graph shows the processor queue length (in units of threads) against the overall CPU busy percentage.
Links Support The Support link will open the Troubleshoot PROGNOSIS Display. This Display shows the status of each PROGNOSIS Subsystem process and provides a graph showing the CPU utilization of each PROGNOSIS process.
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Nortel Voice Quality per Zone The Nortel Voice Quality Samples per Zone Display provides voice quality data for calls made within each Zone in the Nortel environment. From this Display it is possible to easily identify any zones that are encountering voice quality issues.
Accessing the Nortel Voice Quality per zone Display Click the Voice Quality link at the top of the Nortel PBX Display.
Display Data The 'Voice Quality Samples per Zone' table shows the voice quality MOS (Mean Opinion Score) details for each Zone in the Nortel environment. Calls are categorized into MOS values of Good, Fair, Poor and Unacceptable and the table shows the total number of calls that fall into each of these categories. The 'All Voice Quality Samples' graph presents combined data for all zones showing the total number Good, Fair, Poor and Unacceptable calls over a 10 second refresh interval.
Links QoS Thresholds Clicking on the QoS Thresholds link will open the Nortel QoS Thresholds Display. This Display provides details of Latency, Jitter and Packet Loss by both Zone and Call basis.
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Nortel Maintenance Worksheets The Nortel Maintenance Worksheets Display provides a number of links that are used to access a range of compatibility data, including Firmware versions, Gateway Card details, QoS threshold parameters and device lists. This information is vital in ensuring that all devices in the Nortel environment are running compatible hardware and software.
Accessing the Nortel Voice Quality per zone Display Click the Worksheets link at the top of the Nortel PBX Display.
Links IP Phones by Firmware This link opens the Nortel Phones by Firmware Display. The main window in this Display provides a listing of all phones in the system showing the description, type, directory number and current status of each phone. Two adjoining windows show lists of registered phones by Firmware version and unregistered phones by type. Gateway Card Inventory Opens the Nortel Card Inventory Display which shows a list of each Media Gateway card in the monitored Nortel environment. The data includes a card description, card type (physical or virtual), logical card slot, Gateway number, physical slot where the card is located and the time that the information was last checked. QoS Thresholds This link opens the Nortel QoS Thresholds Display. This Display provides details of Latency, Jitter and Packet Loss. Devices in PBX Opens the Nortel PBX Nodes Display which provides a list of all monitored Nortel PBX devices showing the name of the device, a description and physical location.
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Thresholds and Alerts for Nortel PROGNOSIS IP Telephony Manager provides an alerting mechanism that allows administrators to receive alerts based upon defined Thresholds. These Thresholds and the subsequent alerts are richly configurable (for timing, frequency etc) and the alerts can be raised in a variety of formats (SNMP traps, error logs, emails etc). A Threshold is a service that scans selected data looking for one or more predefined conditions. Each condition is created in the Thresholds properties dialog box with a 'Where Clause' which sets a limitation on selected fields from a specific record. When a Threshold starts it will check for each condition and if a condition is found to be 'true' the Threshold will be triggered and an alert raised. The Threshold will then use its 'Log Interval' setting to determine how often to log the message. If the Threshold service does not find a condition to be 'true' it will then use the 'Check Interval' setting to determine how often to continue checking. IP Telephony Manager includes a pre-packaged Threshold for use with Nortel named 'NTL-Alerts'. This Threshold is used to monitor the health of the PBXs in the Nortel environment and provide alert and availability information. For detailed information about the various conditions contained in this Threshold please refer to NTL-Alerts (page 272). This Threshold is not started by default and, if required, will need to be started manually. The Nortel Monitoring Node Display (page 268) includes a Nortel PBX Alerts indicator to show if the Threshold is currently running. Whenever the Threshold is not running it can be started by clicking on the Start link to the right of the 'Stopped' indicator.
NOTE: If required, pre-packaged conditions can be adjusted to suit your specific environment by adjusting the 'Where Clause'. For further details please refer to the 'Thresholds' section of the System Guide or the Online Help. Remember, before making any changes it is recommended that a copy of the original document be saved as a back-up.
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Supplied Threshold NTL-Alerts Gateway Avail Up
Where Clause: CURRSTAT = "UP" OR CURRSTAT = "DE" Checks: Current status of the Gateway. Alerts: If a Gateway is available.
Gateway Degraded
Where Clause: CURRSTAT = "DE" Checks: Current status of the Gateway. Alerts: If the Gateway status is 'Degraded'.
Gateway Down
Where Clause: CURRSTAT = "DO" Checks: Current status of the Gateway. Alerts: If the Gateway is unavailable.
Gateway Up
Where Clause: CURRSTAT = "UP" AND (PREVSTAT = "DE" OR PREVSTAT = "DO") AND(CurrentTime - TIMECHGD< 30000) Checks: Current status of the Gateway. Alerts: If the current state of the Gateway is 'Up' after changing from 'Degraded' or 'Down' in the previous 5 minutes (30000 centiseconds).
Interzone Usage Warning
Where Clause: INTERUSG / INTERBW > 0.84 Checks: Interzone usage against interzone bandwidth in Kbps. Alerts: If interzone usage is greater than 85%.
Intrazone Usage Warning
Where Clause: INTRAUSG / INTRABW > 0.84 Checks: Intrazone usage against intrazone bandwidth in Kbps. Alerts: If intrazone usage is greater than 85%.
Media Card Avail Up
Where Clause: (CURRSTAT = "UP" OR CURRSTAT = "DE") AND (HOSTTYPE NOT MATCHES REGEX "^CP" AND HOSTTYPE NOT MATCHES REGEX "^ISP") Checks: Current status of all Media and Signalling Server cards in the system. Alerts: If the Media card is available.
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Media Card Degraded
Where Clause: CURRSTAT = "DE" AND (HOSTTYPE NOT MATCHES REGEX "^CP" AND HOSTTYPE NOT MATCHES REGEX "^ISP") Checks: Current status of all Media and Signalling Server cards in the system. Alerts: If the Media card status is 'Degraded'.
Media Card Down
Where Clause: CURRSTAT = "DO" AND (HOSTTYPE NOT MATCHES REGEX "^CP" AND HOSTTYPE NOT MATCHES REGEX "^ISP") Checks: Current status of all Media and Signalling Server cards in the system. Alerts: If the Media card is unavailable.
Media Card Up
Where Clause: CURRSTAT = "UP" AND (PREVSTAT = "DE" OR PREVSTAT = "DO") AND (CurrentTime - TIMECHGD< 30000) AND (HOSTTYPE NOT MATCHES REGEX "^CP" AND HOSTTYPE NOT MATCHES REGEX "^ISP") Checks: Current status of all Media and Signalling Server cards in the system. Alerts: If the Media card status is 'Up' after changing from 'Degraded' or 'Down' in the previous 5 minutes (30000 centiseconds).
PBX CLI Avail Up
Where Clause: CLICONN > 1 Checks: Number of CLI connections. Alerts: If the CLI connection is available.
PBX CLI Conn Down
Where Clause: CLICONN < 2 Checks: Number of CLI connections. Alerts: If the CLI connection is lost.
Route Avail Up
Where Clause: CURRSTAT = "UP" OR CURRSTAT = "DE" Checks: Current status of all Nortel Routes in the PBX. Alerts: If a Route is available.
Route Coldspot Off
Where Clause: CHANUTIL > 25 OR CHANUTIL = 25 Checks: Channel utilization percentage. Alerts: If Channel utilization is equal to, or greater than 25%, i.e. no coldspot detected.
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Route Coldspot On
Where Clause: CHANUTIL < 25 Checks: Channel utilization percentage. Alerts: If Channel utilization is less than 25%, i.e. coldspot detected.
Route Degraded
Where Clause: CURRSTAT = "DE" Checks: Current status of all Nortel Routes in the PBX. Alerts: If Route status is 'Degraded'.
Route Down
Where Clause: CURRSTAT = "DO" Checks: Current status of all Nortel Routes in the PBX. Alerts: If Route status is 'Down'.
Route Hotspot Off
Where Clause: CHANUTIL < 85 OR CHANUTIL = 85 Checks: Channel utilization percentage. Alerts: If Channel utilization is equal to, or less than 85%, i.e. no hotspot detected.
Route Hotspot On
Where Clause: CHANUTIL > 85 Checks: Channel utilization percentage. Alerts: If Channel utilization is greater than 85%, i.e. hotspot detected.
Route Normal Off
Where Clause: CHANUTIL < 25 OR CHANUTIL> 85 Checks: Channel utilization percentage. Alerts: If Channel utilization is less 25% or greater than 85%, i.e. non-normal operation detected.
Route Normal On
Where Clause: (CHANUTIL > 25 OR CHANUTIL = 25) AND (CHANUTIL < 85 OR CHANUTIL = 85) Checks: Channel utilization percentage. Alerts: If Channel utilization is greater than or equal to 25% and less than or equal to 85%, i.e. normal operation.
Route Up
Where Clause: CURRSTAT = "UP" AND (PREVSTAT = "DE" OR PREVSTAT = "DO") AND (CurrentTime - TIMECHGD< 30000) Checks: Current status of all Nortel Routes in the PBX. Alerts: If route status is 'Up' after changing from 'Degraded' or 'Down' in the previous 30 seconds.
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Server Avail Up
Where Clause: (CURRSTAT = "UP" OR CURRSTAT = "DE") AND (HOSTTYPE MATCHES REGEX "^CP" OR HOSTTYPE MATCHES REGEX "^ISP") Checks: Current status of all Media and Signalling Server cards in the system. Alerts: If the Signalling Server is available.
Server Degraded
Where Clause: CURRSTAT = "DE" AND (HOSTTYPE MATCHES REGEX "^CP" OR HOSTTYPE MATCHES REGEX "^ISP") Checks: Current status of all Media and Signalling Server cards in the system. Alerts: If the Signalling Server card status is ''Degraded'.
Server Down
Where Clause: CURRSTAT = "DO" AND (HOSTTYPE MATCHES REGEX "^CP" OR HOSTTYPE MATCHES REGEX "^ISP") Checks: Current status of all Media and Signalling Server cards in the system. Alerts: If the Signalling Server card status is ''Down'.
Server Up
Where Clause: CURRSTAT = "UP" AND (PREVSTAT = "DE" OR PREVSTAT = "DO" ) AND (CurrentTime - TIMECHGD< 30000 ) AND (HOSTTYPE MATCHES REGEX "^CP" OR HOSTTYPE MATCHES REGEX "^ISP") Checks: Current status of all Media and Signalling Server cards in the system. Alerts: If the Signalling Server card status is 'Up' after changing from 'Degraded' or 'Down' in the previous 30 seconds.
Storage>85%
Where Clause: STRGDESC NOT CONTAINS "cd" AND STRGUSED/STRGSIZE > 0.85 OR STRGUSED/STRGSIZE = 0.85 Checks: Storage size of the Nortel logical storage area. Alerts: If the storage device is more than 85% full.
Zone Avail Up
Where Clause: CURRSTAT = "UP" OR CURRSTAT = "DE" Checks: Current status of the Nortel zones in the PBX. Alerts: If a zone is available.
Zone Degraded
Where Clause: CURRSTAT = "DE" Checks: Current status of the Nortel zones in the PBX. Alerts: If a zone status is 'Degraded'.
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Zone Down
Where Clause: CURRSTAT = "DO" Checks: Current status of the Nortel zones in the PBX. Alerts: If a zone status is 'Down'.
Zone Up
Where Clause: CURRSTAT = "UP" AND (PREVSTAT = "DE" OR PREVSTAT = "DO") AND (CurrentTime - TIMECHGD< 30000) Checks: Current status of the Nortel zones in the PBX. Alerts: If a zone status is 'Up' after changing from 'Degraded' or 'Down' in the previous 30 seconds.
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Databases for Nortel PROGNOSIS IP Telephony Manager includes a set of pre-packaged Database documents that are used to monitor Nortel call data. While the running of these Databases is optional, it is recommended that they be started in order to obtain full data collection from the Nortel environment. The pre-packaged Nortel databases include:
Database Name Wrapping Interval Maximum Size Start
NTL-Status Log 28 days 100MB Manual
NTL-Reporting 2 days 200MB Manual
NTL-Reporting 15 Min 35 days 300MB Manual
NTL-Reporting Hourly 35 days 300MB Manual
NTL-Reporting 6 Hourly 140 days 300MB Manual
NTL-Reporting Daily 378 days 500MB Manual
NTL-Reporting Weekly - 500MB Manual
These Databases are not started by default and, if required, will need to be started manually. They can be started from the Nortel Monitoring Node Display (page 268) which is accessed by selecting the Configuration link on the Nortel PBX Display which in turn is opened by selecting a Nortel node name on the Browse Entire Network Display. The Nortel Monitoring Node Display includes the following indicators to show if the Databases are currently running or if they are stopped. • Utilization Reporting Database This includes the set of NTL-Reporting databases. These databases record the availability and performance data for short and long term utilization reports plus Service Level Agreement (SLA) reports. Data collected includes details of the routes in the PBX, summary of voice quality exception information for Zone-Zone pairs and a list of all Zones in the PBX together with a range of Zone parameters. • Status Log Database This is the NTL-Status Log database which records status changes for devices in the Nortel environment. When any of these Databases are not running they can be started by clicking on the Start link that is located to the right of the 'Stopped' indicator.
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Reporting
Reporting
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Reporting PROGNOSIS IP Telephony Manager provides system performance reporting and a range of call and voice reporting metrics for Cisco Unified CallManager 3.3 & 4 and Cisco Communications Manager 5 & 6. Reporting is provided through the GUI by a range of pre-packaged report documents that scan running databases to capture a 'snapshot' of data for a specific reporting time period, such as 'Today', 'Yesterday' or 'Last Week'. These report documents can be tailored to meet specific requirements or new reports can be created.
In addition a set of pre-packaged Display documents are also provided that can be used for Web based reports. These documents are published to the Web interface and are configured to provide ongoing report updates at set time periods. An optional 'add-on' product, PROGNOSIS IP Telephony Management Reporter can also be used to configure and produce a range of high quality IP telephony reports that can be automatically emailed to specified recipients.
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CUCM 3.3 & 4 Reporting For Cisco Unified CallManager 3.3 & 4 the reporting functionality is provided for each Cluster through the Publisher node. The reports are accessed from the CCM - All Clusters Central Display where the required Publisher node is selected in the 'Reports Central' window to open the Cluster Reports Central Display.
The Cluster Reports Central Display shows the active Cluster Database Collections in the top right window. The report data is obtained from the 'Cluster Database' and the 'Cluster Capacity Planning' databases which need to be running on the Publisher of the CallManager cluster. From this Display scroll down to the required time period then click on the report name from the Reports column to view the report data.
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CUCM 5+ Reporting For Cisco Unified Communication Manager Appliances (CUCM) the reporting functionality is accessed from the CMA-All Clusters Central Display. From here click on the required Cisco Appliance name to open the CMA-Cluster Central Display. On this Display select Reports from the Centrals window to open the CMA- Report Central Display. Data is replayed from the 'Cluster' and 'Capacity Planning' databases. These database collections should be running ONLY on the PROGNOSIS IP Telephony Manager Monitoring Server. The top window in this Display shows the Monitoring Server name and provides a link to start or stop the Database Collections.
Reports can be viewed by selecting the report type in the main window and then selecting the required time period in the right hand column. Once the time period has been selected the report will be displayed.
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Standard Windows Reporting Standard Windows reporting is obtained from the Reports Central Display. This can be opened from the Document Navigator of the GUI through the following folder path: IP Telephony Manager\Windows\Historical Reports\NT-Reports Central
This Display provides access to a number of system reports that include data such as; CPU Busy, Memory Free, Disk statistics and System Availability over a range of time periods. Options are available to either show the report in an online format or in a format suitable for printing.
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Web Based Reports GUI Display documents can be deployed to the Web Interface as Web based reports. Unlike the standard report documents the data in these Web reports is not static, it is updated from the originating GUI Display document at configured time periods which are set through the use of 'Profiles' (page 285). A series of pre-packaged Display documents are provided with the PROGNOSIS IP Telephony Manager installation that can be deployed to the Web interface for report publishing. These documents are located in the following folder of the GUI Document Navigator; IP Telephony Manager/Web Publishing At present, under this folder path, Web Publishing documents are provided for Cisco Unified CallManager 3.3 & 4 (CCM) and Cisco Unified Communications Manager 5 & 6 (CMA). A set of 'common' web publishing documents are also included. The complete set of these documents include; Common Availability Report Problems Report System Capacity System Performance Cisco Unified CallManager 3.3 & 4 CCM - Call Statistics CCM - CallManager Capacity CCM - Cluster Summary CCM - Gateway Utilization CCM - Registered Devices CCM - System Performance Cisco Unified Communications Manager 5 & 6 CMA - Active Call Statistics CMA - All Calls Processed CMA - CallManager System Performance CMA - Changes in Phone Registrations CMA - Conferences Utilization CMA - MGCP Gateway Utilization CMA - MOH Utilization CMA - Voice Quality Distribution CMA - Voice Quality Statistics
The following topics in this section will show how these documents can be deployed to the IP Telephony Manager Web Interface.
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Web Publishing Profiles Each report document deployed to the Web requires a publishing profile. Publishing profiles are defined as 'Profile' statements in the WWW Configuration and specify how, when and how often a GUI Display needs to generate its collected data as a publishing report file. Full details about the Web Publishing profiles and how to apply them can be found in the Web Interface section of the System Guide or the Online Help. However, the following profile information applies specifically for Cisco environments.
Cisco Unified CallManager 3.3 & 4 PROGNOSIS IP Telephony Manager for Cisco Unified CallManager 3.3 & 4 is basically designed for single cluster reporting through the Publisher node. In this case no action needs to be taken on the pre-packaged CCM Web Publishing documents as the required generic profiles have already been added to the documents for cluster based reporting. With a special setup, multiple cluster reporting is possible, for details see Centralized Web Reports for CUCM4 (page 288).
Cisco Unified Communications Manager 5 & 6 IP Telephony Manager for Cisco Unified Communications Manager 5 & 6 is designed for both single and multiple cluster reporting. Therefore, it is necessary to manually apply the required cluster specific profiles to each of the pre-packaged reporting documents that are to be deployed to the web This is done through the Web/Publishing tabs of the document properties dialog box of the Monitoring node before deployment.
When reporting on multiple clusters it will be necessary to add a profile for each cluster to the required Web Publishing documents.
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The recommended cluster specific profiles from the WWW Configuration to be used for the various CUCM 5 & 6 Web publishing reports are as follows;
Document Recommended Profile
CMA - Active Call Statistics IPTM_
A set of profile statements will be automatically included with the WWW Configuration each time a cluster is added to the Monitoring node and the actual
To assign a particular profile to a CMA Web Publishing document select the icon on the Publishing tab of the properties dialog box and then type the profile name into the 'Add Profile' box.
Alternatively, use the Get profile from document... button to select the WWW Configuration file and then select the required profile name. Press the OK button to save the changes and the document is now ready to deploy to the Web interface.
Full details about the Web Interface, Profiles and Web Publishing can be found in the System Guide.
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Publishing Web Reports Reports cannot be created in the Web interface, they must be created in the PROGNOSIS IP Telephony Manager GUI and then deployed for Web access. GUI Display documents can be deployed to the Web Interface as Reports for publishing after a profile has been added. The following steps show how this is done. Step 1 Ensure that the GUI document has the required profile attached. See Web Publishing Profiles (page 285). Step 2 Ensure that a Web Directory has been set up. Do this by right-clicking on a top level folder in the GUI Document Navigator and choosing Set Web Directory... . If this has not been set up add the name of the Web folder where the Web documents are to be stored. Step 3 Now the document can be deployed to the Web. With the Display document open in the GUI select the icon from the Toolbar. Alternatively, from the Document Navigator right-click on the required Display document and then select 'Send to Web' from the context menu. Step 4 The Send to Web dialog box will open,
Check the 'Send to web for - Web Publishing' option and then select the Send button. Note that the '...Web Online' option can also be selected if the Document is to be also added as an Online Web Display. The dialog box will display a list of messages as the document is published to the web. These messages will identify any errors that might occur, or confirm a successful deployment. If you do experience a range of problems, you can use the Copy to Clipboard button to copy these for later placement into another document or text editor for review. Step 5 Open the Web Interface, select Reports mode and then use the 'Report Selector' to locate the published report.
NOTE: In addition to sending individual documents to the Web Interface, entire folders can also be deployed providing that they have the required profiles attached. Simply right-click on the required folder in the Document Navigator then select 'Send to Web'. All documents in the folder will be deployed to the Web Interface.
Full details about the Web Interface and Web Publishing can be found in the System Guide.
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Centralized Web Reports for CUCM4 PROGNOSIS IP Telephony Manager provides Web reporting for Cisco Unified CallManager 3.3 & 4 at a Cluster level through the Publisher node. However, it is possible to set up a Managing Server for centralized Web reporting if this is required. This section provides details on how to move the Web reports to a Managing Server for centralized Web report publishing for either single or multiple Clusters. The following instructions assume that the IP Telephony Manager Managing Server has already been set up correctly and has a GUI connected directly to it. Publishers and all other CallManager systems in each Cluster should be visible to this node and a correct NODEGROUP Configuration should be running. Please refer to NODEGROUP Configuration in the Cisco Unified CallManager 3.3 & 4 Configuration section of the IP Telephony Manager Manager Installation Guide for more details. Normally, the Publisher node in every CallManager Cluster will be configured to publish Web reports for that Cluster. To move or replicate this publishing process on to a Managing Server you need to perform the following steps for every CallManager Cluster that reports are to be published for.
NOTE: It is strongly recommended to save any Configurations before making any changes.
Step 1 From the Node Navigator of the IP Telephony Manager GUI, expand the Configurations tree for the Publisher node and then open the WWW Configuration properties dialog box.
Scroll down to the “commented out” lines that start with:
! PROFILE (IPTM_
Select and copy all of these lines. Step 2 Open the WWW Configuration properties dialog box for the Managing Server and scroll to the end of the configuration text and paste in the lines from step one.
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Step 3 Remove the comment character (!) from each copied line that starts with “! PROFILE (IPTM_
PUBLISH-ROOT (C:\Program Files\PROGNOSIS IP Telephony Manager\www\publish) REPORTS-ROOT (C:\Program Files\PROGNOSIS IP Telephony Manager\www\reports)
Save this WWW Configuration document using the Save As... button. Step 4 Start the newly created WWW Configuration on the Manager Server. Note that the #Publisher- Cluster parameter (the last one in the Profile statement) refers to the node group that should be running on the Managing Server and all systems for that Cluster should be visible to that node. Step 5 From the Document Navigator of the GUI, expand the following folder path: IP Telephony Manager\Web Publishing\IP Telephony Manager\CCM For each document in this folder, open the properties dialog and go to the Web/Publishing tab. In the Profiles box, add the newly defined profile replacing the existing “IPTM_Cluster_” profile with “IPTM_
NOTE: You need to remove the default profile that starts with “IPTM_Cluster_”.
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Alternatively, available profiles can be selected by clicking the Get profile from document… button and browsing to the saved WWW Configuration.
Step 6 When finished, right click on the IP Telephony Manager folder in the Document Navigator and select the 'Send to Web' option. In the Send to Web for window check the 'Send to web for...Web publishing' option. Press the Send button to re-publish the reports. Check for any warning or error messages that may appear.
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Summary Web reports will be published under the directory defined in the REPORTS-ROOT statement of the WWW Configuration on the Managing Server. The default location is C:\Program Files\PROGNOSIS IP Telephony Manager\www\reports
NOTES:
You can disable cluster specific report publishing on the Publisher node by commenting out or deleting any lines in the WWW configuration that start with “PROFILE (IPTM_Cluster_”.
By default, all published Web reports on the Publisher are only accessible under the specified REPORT- ROOT folder. A network drive needs to be mapped to this folder for reports to be accessed remotely. Alternatively, a reports virtual directory can be defined in the IIS configuration on the Publisher as “iptm_reports”, if browsing to this directory is allowed it will make the reports folder available for navigation using URL “http://Publisher/iptm_reports/”.
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Management Reporter PROGNOSIS IP Telephony Management Reporter is an add-on module to the PROGNOSIS IP Telephony Manager product. It is used to produce high quality reports that provide a business level view of the Cisco CallManager 3.3 & 4, Cisco Unified Communications Manager 5+ and Avaya IP telephony environments.
It provides; • 'Out-of-the-box' reports that leverage IP Telephony Manager metrics. • Scheduled and on-demand reporting capabilities. • Ability to distribute reports automatically via email to a pre-defined address list. • A wizard that ensures new reports can be configured and generated easily. • Reports that can be easily configured to display data in either graphical or tabular format. • Reports produced in Microsoft® Word format allowing customized commentary to be added to each document. Full details of how to use PROGNOSIS IP Telephony Management Reporter can be found in its accompanying documentation and online help.
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Ancillary Functions
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Availability Manager PROGNOSIS IP Telephony Manager Availability Manager provides real-time availability monitoring for a range of applications and resources, including services, executables, processes, TCP/IP network links and hardware such as CPU's and disks, in fact any component that your system relies on to function properly. This Availability Manager section includes the following topics: Overview (page 295) Application Grouping (page 296) Enabling Availability Manager (page 297) Availability Weighting (page 298) Multi-host Availability (page 299) Monitoring Availability Data (page 301) Availability - Thresholds (page 302) Availability - Scheduled Outages (page 322) Email Availability (page 341)
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Overview - Availability Manager Availability Manager provides real-time availability monitoring for a range of applications and resources, these include:
APPLICATION A configured set of entities that make up a single application. DISK Disk drive access. EMAIL Availability of email for specific accounts. PORT Monitoring of specific TCP/IP ports for “listening” and “connected” states. PROCEXE An executable or process running on a system. SERVICE Windows service. TCPIP Polling of a TCP/IP communication link between two systems. THRESHOLD Monitors the state of user-defined entities by applying Threshold Conditions containing performance criteria. URL Availability of a specific website or web component.
Availability Manager instantly identifies when any one of these components stop, start or otherwise change state. Using the Availability Manager’s response time information for server entities you can define Thresholds to issue alerts on response time data between monitored servers or use Displays to monitor and chart response times. In addition, by using the PROGNOSIS IP Telephony Manager Atlas functionality you can also provide visual and audio alerts to warn of potential problems or slow response times. In addition to real-time reporting, Availability Manager automatically captures detailed availability statistics and can generate service level reports. By combining this functionality with IP Telephony Manager database collection and reporting capabilities, you can generate comprehensive Service Level Agreement reports for management or use the information to strengthen cases with software or hardware vendors concerning the availability of their products. IP Telephony Manager Availability Manager makes use of the MpAvailability (AVMON) record to obtain the following statistics: • Current status of a monitored application or component. • The number of times that a state change has occurred in the last hour. • Time of last failure and state change. • Percentage of the time an application or component was UP during the last hour. • Percentage of the time an application or component was UP this hour. • Percentage of the time an application or component was UP yesterday. • Percentage of the time an application or component has been UP today. • Interval at which this application or component is being monitored. • Response time for IP connections. • Number of times an application or component has changed state or failed today. • Mean time between component and application failures.
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Application Grouping Applications are logical collections of components, such as processes, hosts and disks, and/or subordinate applications. The monitoring of applications for availability can often provide more meaningful information about the impact on your business of a collective process being DOWN rather than monitoring just the individual entities. For example, you could have an application called MAIL, this comprises multiple servers, a number of services and logical drives, all of which must be in an UP state for the application to be considered available. When set up as an Application Group, PROGNOSIS IP Telephony Manager will flag the application as DOWN whenever any one of the defined entities for that application is DOWN.
NOTE: Each entity that you want to include in an application must already be a defined entity in the AVAILABILITY Configuration, such as TCPIP HOSTS, SERVICES, APPLICATIONS, DISKS or PROCEXE’s.
Previously defined applications may become components of other applications with each application being seen and managed as a component type. In the example illustrated below, Application A contains a number of Processes, TCP/IP connections and Disks. Application B contains Services, Ports and Disks. Application C contains both applications A and B together with additional components, Comms lines, CPU/Tape/Bus Connections, and additional processes.
Creating an Application Group is accomplished by associating a user-defined application name with each of the components required for the task to be performed. These components must already be included as individual entities in the AVAILABILITY Configuration as valid entities such as TCPIP HOSTS, SERVICES, DISKS or PROCEXE’s before including them in the application group statement. See the AVAILABILITY Configuration using ADDAPP Example.
How it Works Once all of the processes, devices and/or objects have been included in the AVAILABILITY Configuration IP Telephony Manager will then consider the application to be in an UP state only when all the individual entities of the group are in an UP state. If any one particular entity changes to a DOWN state, then the application is considered to be DOWN.
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Enabling Availability Manager To start collecting Availability data an AVAILABILITY Configuration must be defined. Sections are added to the AVAILABILITY Configuration for specific entities to be monitored. Please refer to the System Guide or Online Help for full details of the Availability Configuration.
SUBSYS AVAILABILITY
! Server and Process Availability ! ------TCPIP HOST (LOCAL_SERVER,127.0.0.1,30,seconds) TCPIP TIMEOUT (10) PROCEXE MONINT (10,seconds) PORT MONINT (10,seconds) DISK MONINT (20,seconds) SERVICE MONINT (20,seconds)
! Availability of TCP/IP host entities !------! TCPIP HOSTLOOKUP (HostFileName) ! TCPIP MAXHOSTS (50)
! Availability of PROGNOSIS IP Telephony Manager example !------SERVICE ADDSERVICE (PROGNOSIS IP Telephony Manager) PROCEXE ADDEXE (IRNETRTR) PORT ADDPORT (1960)
! Availability of local hard disk drives ! ------DISK ADDDISK (C) DISK ADDDISK (D)
! User selected services during install ! ------SERVICE ADDSERVICE (Browser) SERVICE ADDSERVICE (Eventlog) SERVICE ADDSERVICE (McAfeeFramework) SERVICE ADDSERVICE (Netlogon) SERVICE ADDSERVICE (ProtectedStorage) SERVICE ADDSERVICE (RemoteRegistry) SERVICE ADDSERVICE (RpcSs) SERVICE ADDSERVICE (Schedule)
! Monitor PROGNOSIS IP Telephony Manager as an application: !------APPLICATION ADDTCPHOST (PROGNOSIS IP Telephony Manager,LOCAL_SERVER) APPLICATION ADDEXE (PROGNOSIS IP Telephony Manager,IRNETRTR) APPLICATION ADDSERVICE (PROGNOSIS IP Telephony Manager,PROGNOSIS IP Telephony Manager) APPLICATION ADDPORT (PROGNOSIS IP Telephony Manager,1960) APPLICATION ADDDISK (PROGNOSIS IP Telephony Manager,C:) PROGNOSIS IP Telephony Manager will manage any conflicts that it receives from multiple configurations initiating by using the following rules: • A local configuration will override a configuration from a remote node. • If multiple remote configurations are received, the one with the latest timestamp will be used. If a network failure occurs, the IP Telephony Manager SAF mechanism will write any statistics into a time stamped file at every polling interval. When the network is restored, the stored data will be sent and processed chronologically.
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Availability Weighting In order to effectively manage an Application, each component, or application, is configured to accurately reflect its impact on an application’s availability. Components will have different weightings to reflect their role in the application. Some entities will be critical, with their failure causing an application outage, whilst other entities may form part of a resource pool where a certain amount of redundancy is factored in. Most APPLICATION statements in the AVAILABILITY Configuration can be weighted to determine when an application will be reported as being DOWN. This is done by using the following options: [,CR|nn|DE] CR - Critical component If a physical entity is flagged as critical, then the UP/DOWN status of the logical application that it belongs to will be the same. That is, if the physical entity is DOWN then so is the logical application. This is the default setting for all components. nn - Weighting level A weighting allocated to this physical entity, representing the proportion it makes up of its logical entity’s (an application’s) availability status. DE - Distribute evenly If the sum of its sibling entities percentages is less than 100%, then the other siblings with DE options split the remaining percentage equally between themselves.
SUBSYS AVAILABILITY APPLICATION ADDEXE (
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Multi-host Availability PROGNOSIS IP Telephony Manager can be configured to monitor server response times and the availability of defined applications, services, processes, devices, ports and servers across multiple environments. For example, machine \HOST1 can be configured to monitor the application 'my_app' on a separate machine named \HOST2. IP Telephony Manager does this through the MpAvailability (AVMON) record. Multi-host Availability allows application and entity configurations to be centrally defined and distributed. Additionally, resources from across the network can be logically grouped together and monitored from a single point. This facility can be set up through the AVAILABILITY Configuration using the statements shown below.
SUBSYS AVAILABILITY PROCEXE ADDEXE (
Syntax PROCEXE ADDEXE The PROCEXE statement is used to monitor individual processes running on the IP Telephony Manager environment.
Example 1 The following configuration is installed on the machine \HOST1. The machine \HOST2 is where the application 'my_app' is installed and from where it is to be monitored by \HOST1.
SUBSYS AVAILABILITY PROCEXE ADDEXE (\HOST2.my_app) In the following diagram, you can see the effects of this configuration. An executable, running on \HOST2, has been defined to IP Telephony Manager on \HOST1.
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Example 2 This example demonstrates adding remote components to a logical application group. Again, this AVAILABILITY Configuration is installed on machine \HOST1.
SUBSYS AVAILABILITY PROCEXE ADDEXE (\HOST2.my_app) APPLICATION ADDAPP (APPL1, \HOST2.my_app) The effect of adding the second configuration line gives the following diagram.
APPL1 is a monitored entity configured on \HOST1. Part of the entity APPL1 is an application 'my_app' on \HOST2.
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Monitoring Availability Data PROGNOSIS IP Telephony Manager contains a number of pre-packaged Displays to show collected Availability data, with the main initial Display being Availability Central. See the Availability Central section for Cisco Unified CallManager 3.3 & 4 (page 123) or Cisco Unified Communications Manager (page 207) for further details.
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Availability Thresholds PROGNOSIS IP Telephony Manager Availability Manager (AVMON)has the built-in ability to monitor the state of a number of defined entities; these include DISK, PORT, PROCESS, SERVICE, URL etc. However, it does not allow flexible definitions to determine the state, it simply looks for the existence of a running instance of the entity. The Availability Threshold feature uses Threshold Conditions containing user-defined performance criteria to determine the state of any of these AVMON monitored entities and also allows for any other user-defined Threshold entities to be created and monitored. Availability Thresholds are set-up by creating Threshold Conditions with a Message Destination of “Availability”. This destination can be set to use either one of the pre-defined AVMON entities, such as a PORT, PROCESS etc, or a user-defined Threshold entity can be created for any specific purpose.
The following pages provide details on using the Availability Threshold feature based upon three scenarios: • Monitoring existing AVMON entities • Monitoring existing user-defined entities • Monitoring new user-defined entities
NOTE: If the monitored entity is determined to be DOWN by polling, then the state of the entity cannot be changed to UP by a Threshold Condition.
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Updating AVMON Entities Availability Thresholds can be used to update the state of the following built-in AVMON entities based on user defined performance criteria: ATM BASE24 ATM BUS BUS EXPLINE Expand Line EXPNCP Expand Network Control Process ENVOYACP ENVOYLINE IPBUS MAGTAPE Magnetic Tape MLAN Multilan Device NAMEDPROC Named Procedure SNAXLINE SNAXSMP X25LINE X25 Line
CPU CPU DISK Disk ID EMAIL DELIVERY Email entity POP Pop Server PORT Port number PROCESS Process SIMPHONE Simphone SMTP SMTP Server TCP/IP TCP/IP URL URL address URLTRANS URL Transaction ATM entities are treated as external entities of “ATM” type. Similarly, BUS, EXPLINE, EXPNCP, MAGTAPE, MLAN, NAMEDPROC, X25LINE, ENVOYACP, ENVOYLINE, IPBUS, SNAXLINE, SNAXSMP and CPU entities are external entities of “TANDEM ENTITY” type. The following rules apply for the Availability Threshold Condition: • This is referred to as a “Static” Availability Threshold. • The monitored entity can be any of the defined AVMON entities, except for THRESHOLD. • The option “Target existing entity” must be selected. • Only one Threshold Condition needs to be completed for the initial “DOWN” event. The corresponding “UP” event will be automatically created by PROGNOSIS IP Telephony Manager. • This method does not allow for separate UP and DOWN event messages • The specific AVMON entity must be specified in the AVAILABILITY Configuration. For example, for a monitored entity of DISK with an entity name of D, the AVAILABILITY Configuration would need an entry of:
SUBSYS AVAILABILITY DISK ADDDISK (D)
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Threshold with AVMON Entity The following procedure is used to create an Availability Threshold for one of the in-built AVMON availability types that already exist in the AVAILABILITY Configuration, such as CPU, DISK, PROCESS, etc. Step 1 Determine the entity to be monitored and the conditions under which it is to be shown as being down. Example: Disk D to show as 'DOWN' when CPU Busy is greater than 80% Step 2 Create a new Threshold document in the normal manner. Step 3 On the Conditions tab add a unique Threshold Process Name and then create a new Threshold Condition for the 'DOWN' event.
Step 4 Where Clause tab Open the Where Clause tab of the Threshold Condition dialog and add a Where Clause condition under which the entity will be classed as 'DOWN'. Example: NTCPU:CPUBUSY>80
Step 5 Timing tab Open the Timing tab and input a unique Threshold Condition name. Example: DiskD_Availability
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Step 6 Message Destinations tab Open the Message Destinations tab. A default destination of Problem Summary will open, this can be deleted if not required. Select the New button and choose Availability from the list.
Step 7 Complete the screen as follows:
Field Description
Monitored Entity: Select the required entity type from the list (not THRESHOLD). Example: DISK (to monitor the Disk Availability entity) Entity Name: Input the name of the entity as it appears in the MpAvailability record. Field variables can be included from the drop down box. The variable ^SRCNODE can be used in this field however the leading '/' character of the substitution will be removed. Example: D (i.e Disk D as defined in the AVAILABILITY Configuration) Primary Sub Id & Input the primary and secondary sub ids from the Secondary Sub Id MpAvailability record display for the selected entity. If these fields are undefined, i.e. marked as *** then these should be left blank. Target existing entity/ Select 'Target Existing Entity'. Configure new entity: Event Text: Input a message that will be displayed when the DOWN event occurs, field variables can be included. Example: Disk D set to down by a threshold condition.
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Field Description
Node: This is the destination node on which the AVAILABILITY Configuration will be run. This field will be active if the following 'Override Default Availability Node' box is checked. Priority: Set the required priority for this Threshold Condition. Remove the association between After the Threshold has been stopped, the time period set in the target entity and threshold this field will determine when the availability state set by the
Step 8 Set any of the other standard Threshold Condition options if required, when finished select the OK button.
A single Threshold Condition has now been created for both the UP and DOWN events, indicated by the icon.
The Threshold can now be run and the results monitored through a Display using the MpAvailability (AVMON) record.
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Monitoring Existing User-defined Entities Availability Thresholds can be created to update the state of any user-defined entity. The method described in this section involves manually adding the details of the entity the AVAILABILITY Configuration file. In this case the following rules apply when creating the Threshold Condition: • This is referred to as a “Static” Availability Threshold. • The Monitored Entity can only be set as “THRESHOLD”. • The option “Target existing entity” must be selected. • Only one Threshold Condition needs to be completed for the initial “DOWN” event. The corresponding “UP” event will be automatically created by PROGNOSIS IP Telephony Manager. • This method does not allow for separate UP and DOWN event messages. • A specific Availability Threshold must be added to the AVAILABILITY Configuration.
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Adding a User-defined Entity When monitoring a user defined entity, it can be defined in the AVAILABILITY Configuration with the THRESHOLD ADDTHRESHOLD parameter. This entry includes the name of the entity, its initial state and a timeout period. These are used to describe the behavior of the entity during connection, disconnection and reconnection. By specifying the initial state and timeout period the entity can be described as being UP or DOWN if a Threshold does not connect within the elapsed period. During the initial stage of monitoring, the Threshold entity will assume the UP or DOWN state as defined in the Configuration. If the Threshold Condition targeting the Threshold entity does not initiate a DOWN event, the entity will remain in its initial state. After the Threshold Condition has initiated a DOWN event, the Threshold entity will be marked DOWN or UP based on the Threshold Condition. The AVAILABILITY Configuration is as follows:
SUBSYS AVAILABILITY THRESHOLD ADDTHRESHOLD (
NOTE: SubId1 and SubId2 are not available in the APPLICATION ADDTHRESHOLD parameter, however a Threshold entity can be created locally or on a remote node and then added to an application using the
i.e. APPLICATION THRESHOLD (
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Threshold with User-defined Entity The following procedure is used to create an Availability Threshold for a user-defined entity, the details of which have been or will be added to the AVAILABILITY Configuration file. Step 1 Determine the entity to be monitored and the conditions under which it is to be shown as being up or down. Example: Show Database A as being down when the physical disk is 90% full. Step 2 Create a new Threshold document in the normal manner. Step 3 On the Conditions tab add a unique Threshold Process name and then create a new Threshold Condition for the 'DOWN' event. Step 4 Where Clause tab Open the Where Clause tab and add the required condition under which the entity will be classed as 'DOWN'. Example: NTPHDISK.CAPACITY < 10
Step 5 Timing tab Open the Timing tab and input a unique Threshold Condition name. Example: Database-A Step 6 Message Destinations tab Open the Message Destinations tab. A default destination of Problem Summary will open, this can be deleted if not required. Select the New button and choose Availability from the list.
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Step 7 Complete the screen as follows:
Field Description
Monitored Entity: Select THRESHOLD. Entity Name: Input a free-format descriptive name for the entity to be monitored. Field variables can be included from the drop down box. The variable ^SRCNODE can be used in this field however the leading '/' character of the substitution will be removed. Example: Database-A Target existing entity/ Select 'Target Existing Entity'. Configure new entity: Event Text: Input a message that will be displayed when the DOWN event occurs, field variables can be included. Example: Database A is down, disk has @NTPHDISK.CAPACITY@ Mb available. Node: This is the destination node on which the Threshold will be run. This field will be active if the following 'Override Default Availability Node' box is checked. Priority: Set the required priority for this Threshold Condition. Remove the association After the Threshold has been stopped, the time period set in this between the target entity field will determine when the availability state set by the threshold and threshold
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Step 8 Set any of the other standard Threshold Condition options if required, when finished select the OK button.
A single Threshold Condition has now been created for both the UP and DOWN events, indicated by the icon. Step 9 An entry now needs to be made into the AVAILABILITY Configuration to define the entity name.
The AVAILABILITY Configuration is as follows:
SUBSYS AVAILABILITY THRESHOLD ADDTHRESHOLD (
Example:
SUBSYS AVAILABILITY THRESHOLD ADDTHRESHOLD (Database-A, UP, 30, seconds)
The Threshold can now be run and the results monitored through a Display using the MpAvailability (AVMON) record.
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Monitoring New User-defined Entities Availability Thresholds can also be created to populate and update the state of a new user-defined entity that has not been specified in the AVAILABILITY Configuration. In this case the following rules apply when creating the Threshold Condition: • This is referred to as a “Dynamic” Availability Threshold. • The Monitored Entity can only be set as “THRESHOLD”. • The option “Configure new entity” must be selected. • One Threshold Condition must be created for the “DOWN” event and a separate Threshold Condition created for the “UP” event. Both must be mutually exclusive. • If the Threshold entity has been specified in the AVAILABILITY Configuration then the existing entity will be targeted, otherwise a new entity will be created.
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Creating a Dynamic Availability Threshold To create the DOWN event proceed as follows: Step 1 Determine the entities to be monitored and the conditions under which they are to be shown as being up or down. Example: When a CPU is busy 80% or more, show the CPU as being DOWN. Step 2 Create a new Threshold document in the normal manner. Step 3 On the Conditions tab create a new Threshold Condition for the 'DOWN' event. Step 4 Where Clause tab Open the Where Clause tab and add the required condition under which the entities will be classed as 'DOWN'. Example: NTCPU:BUSY>80
Step 5 Timing tab Open the Timing tab and input a unique Threshold Condition name. Example: CPU_Down
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Step 6 Message Destinations tab Open the Message Destinations tab. A default destination of Problem Summary will be shown, this can be deleted if it is not required. Select the New button and choose Availability from the list.
Step 7 Complete the Availability screen as follows:
Field Description
Monitored Entity: Select THRESHOLD Entity Name: Input a name for the entity to be monitored. Field variables can be included from the drop down selection box. The variable ^SRCNODE can be used in this field however the leading '/' character of the substitution will be removed. Example: CPU @NTCPU.CPU@ (this will include all CPU’s being monitored) Target existing entity/ Select 'Configure new entity'. Configure new entity: Condition Pair: Leave blank Event Type: Select DOWN Event Text: Input a message that will be displayed when the DOWN event occurs. Field variables can be included in the message by using the .(Browse) button to make a selection. Example: CPU @NTCPU.CPUNO@ state changed to DOWN by Threshold Condition. Node: This is the destination node on which the Threshold will be run. This field will be active if the adjacent 'Override Default Availability Node' box is checked.
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Field Description
Priority: Set the required priority for this Threshold Condition. Remove the entities Input the time period after which the entity created by this Threshold configured by this Condition will be removed from the Availability record after the Threshold from the Threshold has been stopped. Availability Record
Step 8 Set any of the other standard Threshold Condition options if required, when finished select the OK button, but keep the Threshold Properties document open.
The second part is to create the UP event. To do this continue with the following steps: Step 9 Create another Threshold Condition. Step 10 Where Clause tab Open the Where Clause tab and add the required condition under which the entities will be classed as 'UP'. Example; NTCPU:BUSY<80 OR NTCPU:BUSY=80 Step 11 Timing tab Open the Timing tab and input a unique Threshold Condition name. Example: CPU_Up Step 12 Message Destinations tab Open the Message Destinations tab. The Problem Summary destination can be deleted if not required. Select the New button and choose Availability from the list.
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Step 13 Complete the screen as follows:
Monitored Entity: Select THRESHOLD. Entity Name: Input the same entity name as in the original Threshold condition. Example: CPU @NTCPU.CPU@ Target existing entity/ Select 'Configure new entity'. Configure new entity: Condition Pair: From the drop down list select the original Threshold Condition name. Example: CPU-Down Event Type: Select UP Event Text: Input a message that will be displayed when the UP event occurs, field variables can be included in the message. Example: CPU @NTCPU.CPUNO@ set to UP by Threshold Condition. Node: Same as the original Threshold Condition. Priority: Same as the original Threshold Condition. Remove the entities configured by this Same as the original Threshold Condition. Threshold from the Availability Record
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Step 14 Set any of the other standard Threshold Condition options if required, when finished select the OK button.
The two Threshold Conditions will now been shown on the conditions tab.
Step 15 When finished save the Threshold.
The Threshold can now be run and the results monitored through a Display using the MpAvailability (AVMON) record.
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Threshold Priority Multiple thresholds may be attached to a single availability entity. In these cases a “priority” system is used to determine which one will affect the event text when more than one condition has set the state to DOWN.
Each Threshold Condition with an Availability destination has a “Priority” field. “0” is the highest priority and the Threshold Condition with the highest priority will have its event text displayed. If two Threshold Conditions with the same priority mark an entity as DOWN, the event text from the most recently received DOWN event will be displayed in the detailed status field. If a Threshold has set the state of an entity to DOWN and the entity then goes down because of its polled state, the detailed status field will contain the reason text corresponding to the polled state result, this can be overridden by specifying a Threshold Condition with a priority of “0”. It is recommended to use priority 1 to 99 for Threshold Conditions and not priority 0 which is reserved for a “polled down” state. When an UP event is received for a Threshold Condition that is DOWN, and this is the highest priority Condition marking the entity as DOWN, the state of the entity will be updated based on the next highest Threshold Condition marking the entity as DOWN. If no DOWN event is pending, the status will show UP.
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Threshold Timeouts The Threshold Timeout function is used to set the initial state of an entity during connection, disconnection and reconnection. By specifying an
SUBSYS AVAILABILITY THRESHOLD ADDTHRESHOLD (
SUBSYS AVAILABILITY THRESHOLD INITIALSTATE (
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Applications Static Threshold entities can be added to applications as application components through the AVAILABILITY Configuration (SUBSYS AVAILABILITY), whereas dynamic entities can only exist as stand-alone entities. A Threshold entity or a Threshold-monitored entity can be added to the application details as shown in the following example. Example:
SUBSYS AVAILABILITY APPLICATION ADDDISK (MyApplication, C, 80) APPLICATION ADDPORT (MyApplication, 1978, 10) APPLICATION ADDTHRESHOLD (MyApplication, MyThreshold, 10)
In these cases the Threshold will be bound by the same conditions as all application components. If a Threshold entity is added to an application and its state changes to DOWN, the application will only be marked down by the weighting assigned to the Threshold component (unless marked critical). When a Threshold Condition associated with an entity sends an on event (to mark the entity as DOWN), the detailed status associated with the entity will change to correspond to the event text specified in the Threshold definition (event text is only relevant for the DOWN event). By using the existing “Application” feature in the MpAvailability (AVMON) record, statically defined Threshold entities may be grouped with internal entities and other Threshold entities to form a component-weighted application. Example:
SUBSYS AVAILABILITY DISK ADDDISK (C) PORT ADDPORT (1978) THRESHOLD ADDTHRESHOLD (MyThreshold, DOWN, 15, minutes)
…
APPLICATION ADDDISK (MyApplication, C, 80) APPLICATION ADDPORT (MyApplication, 1978, 10) APPLICATION ADDTHRESHOLD (MyApplication, MyThreshold, 10) The above configuration example creates the entities; DISK - C:, PORT- 1978, Threshold - “MyThreshold” and an application, “MyApplication”, all of which may be monitored separately. It also includes the components; “C”, “1978” and “MyThreshold”. The status of the application will take into account application weighting of each of the component. Both the PROGNOSIS IP Telephony Manager user interface and IRCMD have the ability to specify an availability entity as a Threshold destination. However, there is no method to associate a dynamically created Threshold entity with an application.
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Availability Threshold Summary
User Defined Entity User Defined Entity AVMON Entity (Existing) (New)
Monitoring multiple Availability Availability entities without Used for: Scheduling Scheduling Availability Scheduling Type: Static Static Dynamic
Any defined AVMON Monitored Entity entity except THRESHOLD THRESHOLD Type: THRESHOLD
Availability Select “Target Select “Target Select “Configure new Destination existing entity” existing entity” entity”
Name of an AVMON Any user defined entity that already entity name that has Any user defined Entity Name: exists in the been added to the entity name AVAILABILITY AVAILABILITY Configuration Configuration.
Only a “DOWN” event Only a “DOWN” event Separate “UP” & Threshold Condition Threshold Condition “DOWN” Threshold is created by the is created by the Conditions are user. The opposite user. The opposite required. “UP” Condition is “UP” Condition is Need each one so automatically created automatically created that a line for the “UP” Event Type: by PROGNOSIS IP by PROGNOSIS IP state and a line for Telephony Manager. Telephony Manager. the “DOWN” state are Always create the Always create the created in the “DOWN” event. The “DOWN” event. The AVMON record. UP/Down selection UP/Down selection These must be box is dimmed. box is dimmed. mutually exclusive.
Individual items must Threshold entry Nothing needs to be AVAILABILITY already exist in the needs to be added to added to Configuration AVAILABILITY the AVAILABILITY AVAILABILITY Configuration Configuration. Configuration.
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Scheduled Outages PROGNOSIS IP Telephony Manager has the ability to monitor the Availability entities APPLICATION, DISK, EMAIL, PORT, PROCESS, SERVICE, TCP/IP, THRESHOLD and URL according to a pre-defined schedule. The schedule defines the periods when the entity is to be monitored, any periods outside of the schedule are recorded as scheduled outages. Any outages recorded during the monitored period are treated as unscheduled outages. Exceptions can also be specified to exclude particular dates and days of the week or month. Schedules for all monitored entities are created in a single SCHEDULE Configuration file which is then associated to the required entities through the AVAILABILITY Configuration. When a schedule is attached to an entity, it becomes known as a “Scheduled Availability Entity”. In conjunction with the monitoring schedule, performance target values can also be specified for each Scheduled Availability Entity through the AVAILABILITY Configuration allowing IP Telephony Manager to report on whether particular entities are performing to target. Based on the monitored periods specified in the SCHEDULE Configuration the MpAvailability (AVMON) record will update Scheduled Availability Entity related fields and generate outage records as required.
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Schedule Configuration Only one SCHEDULE Configuration is created on a node, all schedules are then added to this configuration for each required entity. The schedule defines the periods when the entity is to be monitored with any periods outside of the schedule recorded as scheduled outages. In the AVAILABILITY Configuration the corresponding schedule is attached to the required entities. Each entity can only be attached to one schedule, although the schedule can be attached to a number of entities. The following syntax shows the options available in the SCHEDULE Configuration.
SUBSYS SCHEDULE
SCHEDULE START (
SCHEDULE ADDSCHED (
OR
SCHEDULE ADDSCHED (
OR
SCHEDULE ADDSCHED (
OR
SCHEDULE ADDSCHED (
OR
SCHEDULE ADDSCHED (
OR
SCHEDULE ADDSCHED (
OR
SCHEDULE ADDSCHED (
Syntax Elements SCHEDULE START Defines the start of a schedule.
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SCHEDULE ADDSCHED Specifies the schedule that the collector will use to associate with the entity.
Occurrence Specifies the recurrence pattern for MONTHLY and YEARLY schedule types. It is not applicable to ONCE, DAILY or WEEKLY schedule types. Valid inputs are: FIRST|SECOND| THIRD|FOURTH|LAST.
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Exception Periods Exceptions can be defined in the schedule that will be treated as scheduled outages; these exceptions take precedence over the monitoring periods. To specify an exception period the same format is used as with the Schedule entry, however, the token “ADDSCHED” is replaced with the token “EXCEPTION”. Example:
SCHEDULE EXCEPTION (
OR
SCHEDULE EXCEPTION (
Syntax Elements SCHEDULE EXCEPTION Specifies exceptions to the schedule that the collector will use to associate with the entity. Unless specified an entity will be monitored all the time except the period specified in the exception.
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Global Exceptions Global exceptions can be defined that will apply to all schedules contained in the SCHEDULE Configuration. The advantage of this syntax is that with a single entry exceptions can be applied to all schedules instead of adding individual exceptions to each defined schedule. For example, this syntax can be used during a system reboot in order to mark all entities as DOWN as a scheduled outage.
GLOBAL EXCEPTION (
Syntax Elements GLOBAL EXCEPTION Specifies GLOBAL exception, which will be applicable to all the schedules specified in the schedule configuration.
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Scheduled Outage Examples
ONCE Schedule Type a) One off monitoring period.
SCHEDULE ADDSCHED (SCHED1, ONCE, 15 JUL 2007, 09:00-17:00) b) One off exception assuming that the schedules entities are monitored 24 hours.
SCHEDULE EXCEPTION (SCHED1, ONCE, 25 DEC 2007, 00:00-24:00)
DAILY Schedule Type Scheduled entities monitored Daily between 09:00-17:00.
SCHEDULE ADDSCHED (SCHED1, DAILY, 09:00-17:00) OR Scheduled entities monitored Daily between 09:00-17:00 and 21:00-23:00.
SCHEDULE ADDSCHED (SCHED1, DAILY, 09:00-17:00| 21:00-23:00) Scheduled entities monitored Daily between 09:00-17:00 except between 09:00-17:00 on 25/12/2007.
SCHEDULE EXCEPTION (SCHED1, ONCE, 25 DEC 2007, 09:00-17:00)
WEEKLY Schedule Type Scheduled entities monitored every Monday or Monday to Friday or Monday, Wednesday and Thursday between 09:00-17:00.
SCHEDULE ADDSCHED (SCHED1, WEEKLY, MON or MON-FRI or MON|WED|THU, 09:00-17:00) Add additional line for different weekday and time.
SCHEDULE ADDSCHED (SCHED1, WEEKLY, MON or MON-FRI or MON|WED|THU, 20:00-22:00) Scheduled entities NOT monitored on Sundays or on Saturdays & Sundays or on Mondays, Saturdays and Sundays.
SCHEDULE EXCEPTION (SCHED1, WEEKLY, SUN or SAT-SUN or MON|SAT|SUN, 09:00-17:00)
MONTHLY Schedule Type Scheduled entities monitored between 09:00-17:00: Every 15th day of the month, or Every 15th, 17th and 23rd day of the month, or Every month from 1st to 10th day of the month.
SCHEDULE ADDSCHED (SCHED1, MONTHLY, 15 or 15|17|23|01-10, 09:00-17:00) OR Scheduled entities monitored every First or Second or Third or Fourth or Last Monday of the month between 09:00-17:00.
SCHEDULE ADDSCHED (SCHED1, MONTHLY, FIRST or SECOND or THIRD or FOURTH or LAST, MON, 09:00-17:00)
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Scheduled entities NOT monitored between 09:00-17:00 :- Every 13th day of the month, or Every 5th, 15th and 25th day of the month, or Every month from 11th to 20th day of the month.
SCHEDULE EXCEPTION (SCHED1, MONTHLY, 13 or 5|15|25 or 11-20, 09:00-17:00) OR Scheduled entities NOT monitored on the First or Second or Third or Fourth or Last Tuesday of the month between 09:00-17:00.
SCHEDULE EXCEPTION (SCHED1, MONTHLY, FIRST or SECOND or THIRD or FOURTH or LAST, TUE, 09:00-17:00)
YEARLY Schedule Type Scheduled entities monitored between 09:00-17:00:- Every 15th day of May in the year, or Every 15th day of May, 17th day of June and 23rd day of August in the year.
SCHEDULE ADDSCHED (SCHED1, YEARLY, 15MAY or 15MAY|17JUN|23AUG, 09:00-17:00) OR Scheduled entities monitored every First or Second or Third or Fourth or Last Monday of month May between 09:00-17:00.
SCHEDULE ADDSCHED (SCHED1, YEARLY, FIRST or SECOND or THIRD or FOURTH or LAST, MON, MAY, 09:00-17:00) Scheduled entities NOT monitored between 09:00-17:00:- Every 13th day of May in the year, or Every 5th day of May, 18th day of June and 24th day of August in the year.
SCHEDULE EXCEPTION (SCHED1, YEARLY, 15MAY or 05MAY|18JUN|24AUG, 09:00-17:00) OR Scheduled entities NOT monitored on the First or Second or Third or Fourth or Last Tuesday of the month July between 09:00-17:00 Not monitored as per OCCURRENCE, DAY and MONTH as defined above.
SCHEDULE EXCEPTION (SCHED1, YEARLY, FIRST or SECOND or THIRD or FOURTH or LAST, TUE, JUL, 09:00-17:00)
Global Exception Global Exception applies on 20/11/2007 between 21:00-22:00.
GLOBAL EXCEPTION (20NOV2007, 21:00-22:00) Global Exception applies between 23:00 hours on 20/11/2007 until 01:00 hours on 21/11/2007.
GLOBAL EXCEPTION (20 NOV 2007, 23:00-01:00)
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Associating a Schedule to an Entity Once a SCHEDULE Configuration has been completed it will need to be associated to any of the APPLICATION, DISK, EMAIL, PORT, PROCESS, SERVICE, TCP/IP, THRESHOLD and URL entities to be monitored. This is done through the AVAILABILITY Configuration using the “Schedule” parameter. The following examples show the syntax to be used.
Entity Type APPLICATION SUBSYS AVAILABILITY APPLICATION SCHEDULE (
Entity Type DISK SUBSYS AVAILABILITY DISK SCHEDULE (
Entity Type EMAIL SUBSYS AVAILABILITY EMAIL SCHEDULE (
Entity Type PORT SUBSYS AVAILABILITY PORT SCHEDULE (
Entity Type PROCESS SUBSYS AVAILABILITY PROCEXE SCHEDULE (
Entity Type SERVICE SUBSYS AVAILABILITY SERVICE SCHEDULE (
Entity Type TCP/IP SUBSYS AVAILABILITY TCPIP SCHEDULE (
Entity Type THRESHOLD SUBSYS AVAILABILITY THRESHOLD SCHEDULE (
Entity Type URL SUBSYS AVAILABILITY URL SCHEDULE (
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Wildcards Multiple wildcards can be used in the Entity name field of the AVAILABILITY Configuration to associate different schedules to entities. If an entity or a group of entities are associated with one schedule in the first entry and the next entry also includes the previous match but with a different schedule then the first entry in order will apply. As an example the following two entries could be added.
SUBSYS AVAILABILITY PROCEXE SCHEDULE (IRNETRTR, SCHD1) PROCEXE SCHEDULE (IR*, SCHD2) In this case schedule SCHD1 will be associated with IRNETRTR and SCHD2 will be attached to other processes starting with ‘IR’, which includes IRNETRTR again. As only one schedule can be attached to one entity the first entry in order will apply, in case SCHD1 will be attached to IRNETRTR and not SCHD2. The following syntax will associate processes IRADICOL, IRDLLCOL and IRFILCOL with schedule SCHED3.
SUBSYS AVAILABILITY PROCEXE SCHEDULE (IR???COL, SCHD3) If a schedule has been associated to an entity in the AVAILABILITY Configuration prior to the schedule being defined in the SCHEDULE Configuration, then the AVAILABILITY Configuration must be restarted after the SCHEDULE Configuration has been restarted.
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Associating a Schedule using a Where Clause A Where Clause can be used in the AVAILABILITY Configuration to attach schedules to any APPLICATION, DISK, EMAIL, PORT, PROCESS, SERVICE, TCP/IP, THRESHOLD and URL entities to be monitored. Using the Where Clause, an entity or entities can be filtered according to the criteria specified. Currently, a Where Clause can only be used to filter entities based on the ID, SUBID1 and SUBID2 fields. A Where Clause on an ID is applicable to all entities whereas a Where Clause on SUBID1 and SUBID2 is restricted to EMAIL and TCP/IP entities.
Entity Type APPLICATION SUBSYS AVAILABILITY APPLICATION SCHEDULEWHERE (
Entity Type DISK SUBSYS AVAILABILITY DISK SCHEDULEWHERE (
Entity Type EMAIL SUBSYS AVAILABILITY EMAIL SCHEDULEWHERE (
Entity Type PORT SUBSYS AVAILABILITY PORT SCHEDULEWHERE (
Entity Type PROCESS SUBSYS AVAILABILITY PROCEXE SCHEDULEWHERE (
Entity Type SERVICE SUBSYS AVAILABILITY SERVICE SCHEDULEWHERE (
Entity Type TCP/IP SUBSYS AVAILABILITY TCPIP SCHEDULEWHERE (
Entity Type THRESHOLD SUBSYS AVAILABILITY THRESHOLD SCHEDULEWHERE (
Entity Type URL SUBSYS AVAILABILITY URL SCHEDULEWHERE (
NOTE: Where an entity matches multiple Where Clauses the first matching entry will apply.
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Schedule Priority It is important to note that the AVAILABILITY Configuration will be read in the following sequential order: 1) Schedule based on entity ID. 2) Schedule based on wildcarded entity ID. 3) Schedule based on Where Clause. If a schedule is attached to an entity based on the entity ID, then any matching wildcard or Where Clause entries will be ignored. Similarly, if an entity matches a wildcard entry then any matching Where Clause entry for the entity will be ignored.
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Service Level Targets Service Level targets are based upon availability percentage and can be specified for any APPLICATION, DISK, EMAIL, PORT, PROCESS, SERVICE, TCP/IP, THRESHOLD and URL entities through the AVAILABILITY Configuration. For monitoring purposes, an entity that is up more than the specified percentage of time will be assumed to be meeting the target. An entity that is up less than or equal to this percentage will be assumed to be not meeting the target.
Entity Type APPLICATION SUBSYS AVAILABILITY APPLICATION TARGET (
Entity Type DISK SUBSYS AVAILABILITY DISK TARGET (
Entity Type EMAIL SUBSYS AVAILABILITY EMAIL TARGET (
Entity Type PORT SUBSYS AVAILABILITY PORT TARGET (
Entity Type PROCESS SUBSYS AVAILABILITY PROCEXE TARGET (
Entity Type SERVICE SUBSYS AVAILABILITY SERVICE TARGET (
Entity Type TCP/IP SUBSYS AVAILABILITY TCPIP TARGET (
Entity Type THRESHOLD SUBSYS AVAILABILITY THRESHOLD TARGET (
Entity Type URL SUBSYS AVAILABILITY URL TARGET (
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Service Level Targets using a Where Clause A Where Clause can be used in the AVAILABILITY Configuration to specify a service level target for any APPLICATION, DISK, EMAIL, PORT, PROCESS, SERVICE, TCP/IP, THRESHOLD and URL entities. Using the Where Clause, an entity or entities can be filtered according to the specified criteria. Currently a Where Clause can only be used to filter entities based on the ID, SUBID1 and SUBID2 fields. A Where Clause entity ID is applicable to all entities whereas a Where Clause on SUBID1 and SUBID2 is restricted to EMAIL and TCP/IP entities.
Entity Type APPLICATION SUBSYS AVAILABILITY APPLICATION TARGETWHERE (
Entity Type DISK SUBSYS AVAILABILITY DISK TARGETWHERE (
Entity Type EMAIL SUBSYS AVAILABILITY EMAIL TARGETWHERE (
Entity Type PORT SUBSYS AVAILABILITY PORT TARGETWHERE (
Entity Type PROCESS SUBSYS AVAILABILITY PROCEXE TARGETWHERE (
Entity Type SERVICE SUBSYS AVAILABILITY SERVICE TARGETWHERE (
Entity Type TCP/IP SUBSYS AVAILABILITY TCPIP TARGETWHERE (
Entity Type THRESHOLD SUBSYS AVAILABILITY THRESHOLD TARGETWHERE (
Entity Type URL SUBSYS AVAILABILITY URL TARGETWHERE (
NOTE: Where an entity matches multiple Where Clauses the first matching entry will apply.
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Service Level Priority It is important to note that the AVAILABILITY Configuration will be read in the following sequential order: 1) Service Level target based on entity ID. 2) Service Level target based on wildcard (page 330). 3) Service Level target based on Where Clause. If a Service Level target is assigned to an entity based on the entity ID, then any matching wildcard or Where Clause entries will be ignored. Similarly, if an entity matches a wildcard entry then any matching Where Clause entry for the entity will be ignored.
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Outages Any outage during the monitored period will be treated as an unscheduled outage. Whenever a Scheduled Availability Entity is reported down during the monitored periods, a new outage record will be created with a ‘Scheduled Outage’ field set to ‘N’. When a Scheduled Availability Entity goes DOWN within the monitored period the MpAvailability (AVMON) record will generate an Outage record with the ‘Scheduled Outage’ field set to ‘N’. This record will be closed if the entity goes UP within the monitored period. If the entity remains DOWN at the end of the monitored period, the current Outage record will be closed and a new Outage record will be generated with ‘Scheduled Outage’ field set to ‘Y’. Similarly if the entity is DOWN at the start of the monitored period, the current scheduled outage record will be closed and a new outage record will be created. Below is a scenario for a Scheduled Availability Entity: • Entity Name: Cpu1Busy • Monitored Period is 9:00 to 17:00 • Assumption: A Threshold entity which creates DOWN event when CPU 1 > 70% Busy
Time Event Reason for Failure (Detail Status)
08:00 DOWN CPU 1 is 75% Busy 11:00 UP 12:00 DOWN CPU 1 is 80% Busy 15:00 UP 16:00 DOWN CPU 1 is 90% Busy 18:00 UP
Corresponding outage records:
Id Scheduled StartTime EndTime Duration Detail Status Outage
Cpu1Busy Y 08:00 09:00 1:00 CPU 1 is 75% Busy Cpu1Busy N 09:00 11:00 2:00 CPU 1 is 75% Busy Cpu1Busy N 12:00 15:00 3:00 CPU 1 is 80% Busy Cpu1Busy N 16:00 17:00 1:00 CPU 1 is 90% Busy Cpu1Busy Y 17:00 18:00 1:00 CPU 1 is 90% Busy
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MpAvailability(AVMON) Record The MpAvailability (AVMON) record includes the following fields for Scheduling. Service level related fields will only be set for Scheduled Availability Entities, for all other entities these fields will be set to an undefined state ‘**’. ScheduledOutageInProgress During the monitored period this will be set to ‘Y’ to indicate a scheduled outage or ‘N’ for an unscheduled outage. If a Scheduled Availability Entity is scheduled to be monitored daily between 09:00-17:00 hours then this field will be set to ‘N’ for any outage during this period. It will be set to ‘Y’ outside of this period i.e. between 17:00 to 09:00. ElapsedTimeToNextScheduledOutage This field will represent the time remaining until the end of the current monitoring period for the Scheduled Availability Entity. The format of this field will be Elapsed Time format i.e. [DD.HH:MM:SS] where ‘DD’ represents days. If the current time lies outside the monitoring period then this value will be set to 0. If a Scheduled Availability Entity is scheduled to be monitored daily between 09:00-17:00 hours and the current interval time is 14:30:00, the field will be set to 0.02:30:00. The value in the field will be updated every interval and will gradually reduce to 0. at the end of the current monitoring period i.e. at the start of the scheduled outage. If the current monitoring period end time can’t be determined (> 1 month) then this field will be set to ‘**’. ElapsedTimeRemainingInScheduledOutage This field will represent the time remaining until the start of the next monitoring period for the Scheduled Availability Entity. The format of this field will be Elapsed Time format i.e. [DD.HH:MM:SS] where ‘DD” represents days. If the current time lies within the monitoring period then this value will be set to 0. If a Scheduled Availability Entity is scheduled to be monitored daily between 09:00-17:00 hours and the current interval time is 20:00:00, the field will be set to 0.13:00:00. The value of this field will be updated every interval and will gradually reduce to 0. at the beginning of the monitoring period. In the above example if next day is excluded from the scheduled outage then the value for this field would be set to 1.13:00:00. If the start of the next monitoring period (current outage end time) cannot be determined (> 1 month) then this field will be set to ‘**’. RefreshFailCount This field will represent the number of failures reported during the current interval i.e. the number of times the entity went from UP to DOWN within the current interval. ServiceLevelTarget This is a fixed value and will be specified in the AVAILABILITY Configuration. AVMON will update this value with the pre-defined value for the entity. MeanTimeBetweenFailuresDuringSchedulePeriod This field represents the Mean Time Between Failures (MTBF) during schedule period. ScheduleName This field specifies the name of the schedule attached to the entity. ThresholdConditionName This field specifies the name of the Threshold condition currently influencing the state of the entity.
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ThresholdName This field specifies the name of the Threshold currently influencing the state of the entity. ThresholdConditionPriority This field specifies the priority of the Threshold condition currently influencing the state of the entity. ThresholdMonitoredEntityFlag This flag indicates if the current state of the entity is influenced by a Threshold condition. It can be set to ‘Y’, ‘N’ or ‘*’. OutageStartTime This field represents the time when the current monitoring period ends i.e. the time the next outage starts. During outage period this field will be set to ‘**’.
If the current monitoring period end time cannot be determined (> 1 month) then this field will be set to ‘**’. OutageEndTime This field represents the time when the current outage period ends i.e. the time the next monitoring period starts. During monitoring period this field will be set to ‘**’.
If the current outage end time cannot be determined (> 1 month) then this field will be set to ‘**’. ThresholdNodeName This field represents the Threshold node name. A Threshold Condition is uniquely identified by Threshold condition name, Threshold name and Threshold node name.
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Disabling Outages for AVMON Configured Entities By default, AVMON will generate detailed outage records for all entities. The generation of outage records can be stopped for an Availability associate (e.g. DISK) by disabling it in the AVAILABILITY Configuration. Outage records will always be generated for Scheduled Availability Entities as no disable function is provided for these. Threshold entities that have a schedule associated to them are treated as Scheduled Availability Entities. As an example if a schedule is attached to Disk C: and the entry “DISK OUTAGE (NO)” is added in the AVAILABILITY Configuration then the Outage Record will only be generated for Disk C: and no Outage Record will be generated for other disks monitored by AVMON. Syntax for disabling the outage records for AVMON configured entities:
Entity Type APPLICATION SUBSYS AVAILABILITY APPLICATION OUTAGE (NO)
Entity Type DISK SUBSYS AVAILABILITY DISK OUTAGE (NO)
Entity Type EMAIL SUBSYS AVAILABILITY EMAIL OUTAGE (NO)
Entity Type PORT SUBSYS AVAILABILITY PORT OUTAGE (NO)
Entity Type PROCESS SUBSYS AVAILABILITY PROCEXE OUTAGE (NO)
Entity Type SERVICE SUBSYS AVAILABILITY SERVICE OUTAGE (NO)
Entity Type TCP/IP SUBSYS AVAILABILITY TCPIP OUTAGE (NO)
Entity Type THRESHOLD SUBSYS AVAILABILITY THRESHOLD OUTAGE (NO)
Entity Type URL SUBSYS AVAILABILITY URL OUTAGE (
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Remote Entities A schedule can only be associated with a local entity. If a remote node monitors an entity with a schedule attached, then the state of the entity as reported to the remote node, will be based on the local node schedule. Similarly, if an entity, whose state is updated by a Threshold is monitored on a remote node then by default the state of the entity on the remote node will be influenced by the Threshold. For all purposes the state of the entity will be the current state. The current state could be the state set by the Threshold or if no Threshold is attached to this entity then the current state will be determined by polling the entity. Thresholds will only be able to update the state of the entity on the node where the entity is being polled. As an example if NODE_A is monitoring disk C: from NODE_B then the threshold will only be able to update the state of C: on NODE_B. Threshold will not be able to send any events to NODE_A to update the state of disk C:. NODE_B will automatically send the current state to NODE_A if a Threshold has changed its state.
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Email Availability Email is an integral part of various critical distributed applications that involve workflow, inventory management, project management, and e-business. PROGNOSIS IP Telephony Manager Email Availability is used to verify the status of core email servers (SMTP and POP3) and their response times in delivering emails. It enables email server failures to be detected as soon as they appear so that corrective measures can be quickly performed. IP Telephony Manager Email Availability tests email system components by determining if the email communication channels are open or by analyzing the response time of actual email delivery and receipt. Communication tests involve testing socket connections to the servers over short intervals. Delivery testing involves sending periodic emails from a mail server to a specified mailbox (either within the organization or externally through the internet) and in turn watching for successful or unsuccessful receipt of these emails by “polling” the POP server.
Email Availability monitoring is based upon following assumptions and dependencies: • That the email system uses SMTP and POP3 servers or virtual servers (e.g. in Microsoft Exchange) for delivery and access of emails both within and outside the organization. • That the end-user is already connected to his internal SMTP and POP3 servers or virtual servers though a LAN or dial-up connection. • If test messages are to be delivered through the Internet, the SMTP server will allow relaying to the end- user by using authenticated login and/or IP address authentication. In the case of multi-host applications, relaying needs to be permitted to all hosts defined in the static configuration. • If the end-user is behind a firewall, access to port 25 (SMTP) and 110 (POP3) must be enabled. • The mailbox used for email availability testing is exclusive for testing and is not shared for any other purpose i.e. another email client, or a PROGNOSIS IP Telephony Manager node, is not logged on to the same mailbox during the test. This may disrupt the test operation and give incorrect results. However, sending emails to the mailbox during testing would not disturb the operation of the product e.g. messages received through mail distribution lists.
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Security The degree of email availability testing permitted will depend upon the security setup of your organization’s email system. The majority of organizations disallow “relaying” on their SMTP servers in order to prevent “SPAM” and “UCE” (unsolicited commercial email). However, some SMTP servers can allow limited “relaying” by employing various authentication mechanisms. In order to allow as much flexibility as possible the PROGNOSIS IP Telephony Manager email Availability product employs 3 different modes of testing, namely socket connection testing, internal email delivery testing and internet email delivery testing. The following table illustrates these three methods;
Testing Mode Degree of email Availability Security Issues testing
Socket Connection Limited No security issues Internal email Delivery Basic – involves sending internal Relaying not required emails Internet email Delivery Advanced – involves sending Limited relaying required emails over the internet (with authentication)
NOTE: Email Availability is NOT able to send an external email on the Internet if relaying is completely prohibited on the server. However, SMTP and MS Exchange Servers allow authenticated users to perform relaying using the ‘AUTH LOGIN’ command. This command is part of the SMTP service extension (ESMTP) whereby it authenticates the user to the SMTP server allowing the user to relay message to an outside address. MS Exchange Server uses an additional authentication method where the IP address of the user’s machine can be verified with pre-configured IP addresses for allowing relay.
Therefore, it is important that if relaying is generally prohibited on your organization’s SMTP server, the systems administrator grants necessary permission to the end-user running email availability collection otherwise internet email delivery testing to external mailboxes can not be performed. This holds good for all hosts specified in the configuration in case of multi-host static AVAILABILITY Configurations and applications.
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Functionality PROGNOSIS IP Telephony Manager Email Availability will implement the following high-level functions: • As a minimum check, it will attempt to establish socket connections with SMTP and POP servers over short intervals and get the resultant reply codes. Some SMTP servers also allow authentication logins (AUTH LOGIN) for using secure features like relaying. For such servers, logins would also be attempted if login and password were supplied in the static configuration. If positive reply codes are received, email would be declared as ‘UP’. • If the user elects to use internal or internet email delivery testing he can specify a static configuration for sending mail from a specific SMTP server to a specific internal/external mailbox. In this case emails would be sent with a known identification tag as its subject. • Receipt of the email at the specified mailbox over pre-defined intervals would be verified. The checking process would stop after a specified ‘time-out’ period. • Email availability would be declared as ‘UP’ or ‘DOWN’ based upon whether or not an expected email reached the mailbox successfully inside the POP polling timeout period. In case of SMTP or POP3 server failures, details of the failure would also be reported in wvlog.txt file (see Reply codes) • Response time of the email reaching the mailbox would also be registered as a measure of efficiency. • Deleting test emails from the mailbox after confirming its receipt.
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Inputs and Outputs Email Availability is also integrated with Availability Manager. The inputs and outputs for email availability are similar to other entities that can be monitored by Availability Manager i.e. Disks, Services, Ports, Processes etc. Email Availability uses the associate name called ‘EMAIL’ which has three types i.e. SMTP, POP and EMAIL DELIVERY. The first two monitor connection tests to SMTP and POP servers while EMAIL DELIVERY tests test message delivery and receipt. It may be noted that you may elect to employ only SMTP and/or POP connection testing but for EMAIL DELIVERY testing connection testing is mandatory. The user has to start a static configuration for launching the email availability tests. The static configuration syntax and examples are given in the topic ‘email AVAILABILITY Configuration’. For the output, availability details and statistics are displayed in the MpAvailability record. A few fields in this record are customized for EMAIL entity as shown in the following table:
Sample Displays for email availability are also shown against each example in the topic ‘email AVAILABILITY Configuration’
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Reply Codes SMTP servers send 3 digit reply codes as a response to all commands it receives. If the first digit of the reply code is 4 it signifies a transient error due to a temporary condition while if the first digit is 5, it indicates a permanent error. POP servers, on the other hand, simply report error conditions with –ERR followed by the error condition. If email Availability encounters any explicit error from a SMTP or POP server during testing, it would report the error in wvlog.txt file and declares the server as ‘DN’. In addition to the actual reply received from an SMTP or POP server, the following error code would also be reported in the DETSTAT field of the MpAvailability record in case an email entity is DOWN:
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Implicit Failure Conditions If either the SMTP or POP servers go down for any software or hardware related reason (e.g. hard disk failure, server crash etc.), the socket connection to the server will be lost. When Email Availability encounters such an error it will declare the ENTITY state to be ‘DN’ while the DETSTAT field may show any of the previous Reply Codes (page 345) or may simply shown ‘DOWN’.
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Configuration - Email Availability For full details of the Email Availability configuration please refer to the EMAIL - Availability Configuration section in the System Guide or Online Help.
Configuration Examples
Example 1 INPUT: Static Configuration:
SUBSYS AVAILABILITY EMAIL ADDSMTP (mail.ir.com) EMAIL ADDPOP (mail.ir.com) OUTPUT: Resultant Display for MpAvailability record:
NOTE: Record would also show all availability statistics for each entity.
Example 2 INPUT: Static Configuration:
SUBSYS AVAILABILITY EMAIL ADDSMTP (mail.ir.com, 40, seconds) EMAIL ADDPOP (mail.ir.com, 30, seconds) EMAIL ADDEMAIL (ID1, mail.ir.com, mail.ir.com, [email protected], [email protected], username, password, 3, minutes, 2, minutes, 10, seconds) OUTPUT: Resultant Display for MpAvailability record:
NOTE: Record would also show all availability statistics for each entity.
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Example 3 INPUT: Static Configuration
SUBSYS AVAILABILITY EMAIL ADDSMTP (mail.ir.com, 45, auth_username, auth_password) EMAIL ADDPOP (mail.ir.com) EMAIL ADDPOP (mail.yahoo.com, 50) EMAIL ADDEMAIL (ID1, mail.ir.com, mail.ir.com, [email protected], [email protected], username, password, 5, 3) EMAIL ADDEMAIL (ID2, mail.ir.com, mail.yahoo.com, [email protected], [email protected], username, password, 15, 5) APPLICATION ADDSMTP (APP1, mail.ir.com) APPLICATION ADDPOP (APP1, mail.ir.com) APPLICATION ADDPOP (APP1, mail.yahoo.com) APPLICATION ADDEMAIL (APP1, ID1) APPLICATION ADDEMAIL (APP1, ID2) OUTPUT: Resultant Display for MpAvailability record:
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Database Server Management PROGNOSIS IP Telephony Manager Database Server Management includes support for Microsoft SQL Server. It provides detailed visibility into database performance.
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MSSQL Management A key component of PROGNOSIS IP Telephony Manager Database Server Management is its integrated Microsoft SQL Server Management. This powerful feature enhances the performance and availability of SQL Server systems. IP Telephony Manager MSSQL Management includes a wide range of performance, configuration, status and event information. This vital, in-depth information, combined with Database Server Management’s key capabilities (real-time monitoring, exception management, automation, data replay and reporting), creates a powerful solution for monitoring large numbers of SQL servers. IP Telephony Manager MSSQL Management provides: • Integrated, simultaneous, real-time monitoring of all key metrics from multiple databases or server groups, allowing you to easily locate and solve a wide range of operational and performance problems; • Powerful exception management that continuously monitors a comprehensive set of database performance indicators and events, immediately alerting and pinpointing problems; • Intelligent automation and context sensitive commands, enabling you to quickly resolve problems from a single screen; • Sophisticated problem notification and management, ensuring the right people are informed at the right time. Calendar-style problem escalation ensures all problems are tracked, monitored and managed through to completion; • Integrated data capture and on-demand replay and reporting -- simplifying capacity planning and management reporting, increasing productivity, and improving decision-making. • Performance monitoring for multiple instances of Microsoft SQL Server 2000. Monitored Data The following list provides just a sample of the data available from PROGNOSIS IP Telephony Manager SQL Server Monitoring: SQL Server statistics: File details and events including instance name, file size, log size, number of active transactions, batch request reception rate, number of failed auto-parameterization attempts per second, number of failed auto-parameterization attempts per second, number of SQL compilations per second, number of SQL re-compiles per second, wait time, and SQL CPU utilization. Replication information: Commands per second delivered to the Distributor, transactions per second delivered to the Distributor, transaction delivery time, number of replication agents, commands per second delivered to the Subscriber, transactions per second delivered to the Subscriber, rows per second merged to/from Subscriber and Distributor, and number of me Buffer details: Cached-file numbers, cache size, number of pages flushed, number of buffer pages committed, page requests satisfied by Extended Memory cache, pages migrated into Extended Memory cache, page requests from large memory region, free buffers available, number of buffers examined by lazy writer Lock information: Key, extent, page, RID, table, and Database locks Memory utilization: Allocation to executing processes, memory requests, grants, and allocations, allocation to other functions User connection details: Logins, logouts, connections, connection memory Redo log details: Log group number, growth rate, size of log in MB, redo log member, meaning of log, status of log (status 2).
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Configuration To set up SQL Server Monitoring the following configurations need to be set up: • PASSWORD Configuration (if passwords are applicable to your database) • DBMS Configuration.
NOTE: It is important that the PASSWORD Configuration is set up first before completing and starting the DBMS Configuration.
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Password Configuration Password “keys”, User Names and Passwords for MSSQL are configured in the secure PASSWORDS Configuration.
The Password “key” is input into the Entry Name field and can take one of the following forms: MSSQL Applies to all MSSQL instances and databases. MSSQLAlias:
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Using the Various PASSWORD Configuration Entries
Password “key” Example
1 MSSQL MSSQL 2 MSSQLAlias:
PROGNOSIS IP Telephony Manager will look for an exact match between the instance/database portion of the Password “key”, as entered into the PASSWORDS Configuration, and the instance/database names added to the MSSQL DBNAME field in the DBMS Configuration. • In example 2, as shown above, the Password “key” would be used for the “master” database in the default instance, as no instance name has been specified. • In example 3 the Passwords “key” would be used for the “master” database in the “VEGA123” instance. Once a Password “key” is matched with the DBMS Configuration, regardless of the success or failure of that Password “key” in connecting to the running SQL instance/database, further PASSWORDS entries will not be tried. If a connection fails, then instead of meaningful data either asterisks (****) or no data will be provided in the Display. In this case the password details in the DBMS or PASSWORDS Configurations will need to be corrected, IP Telephony Manager will then use the corrected information in the next collection interval. If an exact match is not found: • For a database belonging to a named instance IP Telephony Manager will try to use the fourth PASSWORDS entry with instance name only. If it is not found, then the "MSSQL" entry will be used, if it exists. • For a database belonging to the default instance only the "MSSQL" entry will be used, if it exists. • If no suitable entry is found then a fallback to the SQL Integrated Security Mode will occur which will make use of the username and password details of the user who installed IP Telephony Manager.
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DBMS Configuration PROGNOSIS IP Telephony Manager records can collect two types of SQL data, Performance related (REGISTRY) and Database related. See the SQL Records (page 355) section for a description of these record types. In order for IP Telephony Manager records to collect Database related information you must create DBMS Configuration entries in order to identify which databases the information is to be obtained from. Performance related (REGISTRY) information is gathered without the DBMS configuration.
SUBSYS DBMS ODBC RECONNINT (20 , seconds ) MSSQL DRIVER (MS_ODBC_DRIVER) MSSQL DBNAME ([
NOTE: The NtSqlInstances (SQLINST) Record will always be functional but will show a “0” result in a Display for any instances that have not been added to the DBMS Configuration.
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SQL Records Two types of records are provided for SQL, Performance related records (REGISTRY) that deal with information such as user counts, query performance and I/O rates and come from the Performance Registry, and records gathered via DBCOL (DATABASE) that deal with database configuration information, usage and capacity statistics. PROGNOSIS IP Telephony Manager Supports SQL 6.5, 7.0 and 2000 with the following record restrictions: • DATABASE type records are available for SQL 6.5, 7.0, and 2000. • REGISTRY type records are available for SQL 7.0 and 2000 only. These can be identified by the record name being prefixed with SQL70, for example SQL70RM.
To determine which records apply, refer to the SQL record description text in the Records Guide where it will state if the record is DATABASE or REGISTRY. For example:
SQL70DB Long Name: NtSql70Database NT: SQL Server Databases (REGISTRY)
Key Field Details
ACTITRAN Long Name: TransactionsActive Title: Act Tran Type: BINARY_32 Summary: AVERAGE [PERFMON: SQLServer Databases: Active Transactions] Number of active transactions for the database. In the above example, the PERFMON line indicates that the field data is coming directly from the Performance Registry, the Object is “SQL Server Databases” and the counter is “Active Transactions”. or,
SQLRA Long Name: NtSqlReadAhead NT: SQL Server read ahead statistics (DATABASE)
Key Field Details
* DBNAME Long Name: DatabaseName Title: DB Name Type: STRING 40 Summary: REPLACE Alias or DB Name
NOTE: Records prefixed with SQL65…, for example SQL65PC are applicable for SQL6.5 only and are not supported in SQL7.0 or SQL2000.
NtSqlInstances (SQLINST) Record In addition to the range of REGISTRY and DATABASE SQL records a further record called NtSqlInstances (SQLINST) is supplied for monitoring multiple SQL instances. This record is used to show the SQL Server instances that are available on the monitored server and whether or not those instances are configured for monitoring in the Database Collector. It can also be used to check whether entries in DBMS/PASSWORDS configurations are correct.
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Monitoring SQL Data The SQL Server data collected by PROGNOSIS IP Telephony Manager can be viewed through a range of pre- packaged Displays, or you can create your own using the records provided. To access the pre-packaged Displays go to the Server Central window of the All Clusters Central Display and drill-down on the required node.
This will open the Server Central Display. From here select the Application Central link to open the Cisco CallManager Application Central Display.
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From the Cisco CallManager Application Central Display click on the SQL Server link.
This will open the SQL Server Central Display.
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Dispatch Manager Dispatch Manager provides the ability to send pager messages (through a third party service provider) or email messages in response to problems detected by PROGNOSIS IP Telephony Manager Thresholds or Analyst Rules. In order to send such messages a Dispatch Manager Configuration must be correctly set up, this entails such tasks as defining communications, service providers, groups and alert schedules. You must also have the following services organized: • To send pager messages you must have an account with a Pager Service Provider. • To send email alerts you must have an SMTP mail gateway installed on your server. • To send Help Desk emails you must have the BMC Remedy Action Request System® installed. Once your Dispatch Manager Configuration has been created you will also need to create a Threshold that will detect the conditions requiring notification and add a message destination to that Threshold with a Dispatch Manager Profile or Group name.
NOTE: For Dispatch Manager to function you must ensure that the Dispatch Manager Configuration and the related Threshold are both running.
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Configuration Information Configuration for Dispatch Manager is generally done through the PROGNOSIS IP Telephony Manager GUI using Configuration documents.
NOTE: When setting up Dispatch Manager for the first time, it is important to create a new configuration from scratch to make sure it has only those elements that pertain to your system. The sample configurations may be used for reference, but should not be modified for use.
When using the GUI, the Configuration for Dispatch Manager can be divided into the following sections.
Communication Settings The following tabs on the Configuration screen are used to set up the method of communication that you wish to use. • PORTS - Configuration of communications ports • MODEMS - Configuration of modems being used • PAGING - Details of the pager company • EMAIL - Details of your mail server
Message Destination Settings These tabs are used to identify the recipients of the messages and provide the destination address information. The Persons, Groups and Profiles tabs are closely related and their operation should be understood before you look at the individual configuration options. • PERSONS - Details of all people that may receive pager or email messages. • GROUPS - Groups of people that are used as message destinations. • PROFILES - Profiles that define the rules for message delivery to each group. • HELP DESK - Details of any Help Desk system used as a message destination.
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Message Destinations The Persons, Groups and Profiles tabs of the Dispatch Manager Configuration Window are used to define the recipients of your alert messages. There is a tight inter-relationship between these three entities.
Persons Tab Through the Persons tab, individual pager holders or email recipients are added to the “People List”. This list is not directly used to send messages to recipients, but is used to add individual names to a Group. It is the Group that Dispatch Manager will send messages to, so you must create at least one Group in your configuration.
Group Tab When individuals from the “People List” are added to a Group they are assigned a “Level”, this determines the order in which messages are sent. Dispatch Manager will send an alert message to all persons defined as level 1 recipients in the group definition. As long as it can successfully send to at least one of these people no other level recipients will be processed. If however, Dispatch Manager is unsuccessful in sending to any of the level 1 people, it will retry the operation by trying to send to all level 2 recipients. This will continue until at least one person is successfully paged or emailed. If it reaches the last configurable level (as many levels as you have defined or level 10, which is the highest useable level) and still has not succeeded in paging or mailing anyone, the failure will be logged in the DISPMSG record.
Profiles Tab Once a Group or Groups have been created, they are then assigned to a time period on the Profile Tab. This then allows Dispatch Manager to determine to which Group to send the alert message depending upon the time and day. In addition to these, Dispatch Manager can also forward messages to a Help Desk system (currently only the BMC Remedy Action Request System® is available.)
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Escalating Dispatch Messages Dispatch Manager can be configured to provide message escalation functionality. This is done by adding a timeout value to any Threshold that is logging to Dispatch Manager. When a Threshold is exceeded and a Dispatch Manager message is created, the notification process will begin based upon the Dispatch Manager Profile/Group structure. Initially all Level 1 persons in a group will be sent messages. The status of each dispatch message will be shown in the DISPLOG record and it is at this point that the escalation countdown begins. Once the Dispatch Manage message is acknowledged, on the related PROGNOSIS IP Telephony Manager Display, the corresponding entry in the DISPLOG will be marked as “Acknowledged” (ACK) and the timeout counter will be cancelled. If, however, the timeout value expires and no acknowledgement has been received, escalation will be invoked. Dispatch Manager will then attempt to send messages to any persons belonging to the next level down. DISPLOG records are created for these new messages and the escalation timer restarts. Again, if no acknowledgement is received, any subsequent lower level will be notified and so on. Once escalation has sent messages to all levels without receiving any acknowledgements, the status of the message in the DISPMSG record is marked “Not Acknowledged” (NACK) and no further paging will be attempted.
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Pager Messages When creating your own Paging Company definition please note that it is possible with some paging service providers to directly address numeric pagers by a unique phone number. This unique phone number is constructed in two parts, the first part being a common prefix used by the provider and the second being the address of the pager. There are two ways in which this phone number may be entered into the Dispatch Manager Configuration: i. The first method involves placing the common prefix used by the paging service into the Phone Number field of the Paging tab, and entering the address of the pager into the Pager ID Number field in the Persons tab. Defining individual pagers in this way enables you to minimize the number of entries in the Paging Company list of the Paging tab. If there are many pagers connected with this configuration then it should be possible to identify the common portion of the phone number. Otherwise, contact your paging service provider for details. ii. The second method involves entering the entire number into the Phone Number field of the Paging tab. You may enter any number in the Pager ID Number field in the Persons tab in this case. Be aware that if you choose this method to define unique pager numbers, each pager will require a new entry in the Paging Company list of the Paging tab. The above methods apply only to numeric pagers, alphanumeric pagers require a verification dialog with the service provider before the message is dispatched. Whilst Dispatch Manager can concatenate two portions (phone number and pager ID number) into a single operation for numeric pagers, due to the verification process, alpha pagers must have the phone number and pager ID number as discrete entities.
Long Pager Messages IRDSPSRV will truncate long pager messages to ensure that they fit within a single TAP block. A TAP block is 255 characters. About 15 bytes of this is used for protocol overhead leaving about 240 bytes available for message text. This should ensure that there are no problems sending pages with event text greater than 255 characters. However, it has been found that some paging providers cannot accept the full 255 character TAP block. In one instance, the paging provider was only able to accept 150 characters. To overcome this problem an option to truncate messages at less than 255 characters is provided by including the MaxPagerMsgLen token in the Dispatch Server file IRDSPSRV.INI. Firstly check if this file already exists on your system, if so you can simply modify it, or if not, it should be created in the PROGNOSIS IP Telephony ManagerServer\Configuration directory. The MaxPagerMsgLen entry gives the maximum allowed message text length. Note that about 10 bytes are needed for protocol overhead, so you should subtract 10 from the maximum length that the Pager Service Provider can support. Example: Your Pager Service Provider can only accept 150 bytes. Create a text file named IRDSPSRV.INI (or IRDSPSRI on HP NonStop) and enter the following text:
[DISPATCH] MaxPagerMsgLen=140
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SMS Paging to Mobile Phones Two methods can be employed to establish SMS messages from Dispatch Manager. The method used will depend on the requirements of the Service Provider. The following two examples show how this works: i. MTN is a service provider that supports SMS paging to mobile phone clients. When using MTN to send to an SMS device you need to include the phone or pager ID in the actual SMTP mail address. It uses a form of pager_no@sms.co.za.
In this example, you can configure the Persons tab to have this address entered in the email Address directly. ii. Another type of service provider, Vodacom, expects the pager ID to be included in the subject line of the email message.
For this type of implementation, you need to set a special subject text by including the pager ID in the email Parameters field on the Persons tab.
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Setting a Timeout Value To set a timeout value you add the following parameter to the end of the Event Text field on the Message Destination tab of the Threshold Conditions Window: - TIMEOUT_ACK < n > n is expressed in seconds and specifies the time that a message has to be acknowledged before escalation attempts to notify persons at the next level. The following illustration shows a sample Threshold with an escalation timeout set in the Event Text field: Alert: CPU is busy - TIMEOUT_ACK 120
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Setting up Dispatch Manager Step 1 Open a new Configuration Properties dialog box. This can be done by using one of the following methods: • From the Menu Bar select File>New>Configuration. • If visible, click the icon on the Toolbar, select Configuration then click OK. • Right-click on a folder in the Document Navigator where you would like to save this document then select New>Configuration. • Press
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Communication Settings Step 4 Modem Tab The next step is to go to the Modem tab and make sure that the modem installed on your server is defined by checking for it in the Modem Type list. If your modem is not included in this list it will need to be added so that you can access it later in the Ports tab. To add a new modem, select the New button. This will open the Add Modem dialog box where you input a new modem name then select OK. The fields on the modem tab will now become active and can be completed with the required details. The initialization string and other parameters necessary to define this modem should be listed in the instruction manual that came with the modem. Step 5 Ports Tab Now go to back the Ports tab, this is used to set up information about the communication port or line that Dispatch Manager will use to connect to your service providers. In the Modem Type field you will select the modem that you defined ion the Modem tab. To add a new port, select the New button. This will open the Add Port dialog box, input a new port name then select OK. The fields on the Ports tab will now become active and can be completed with the required details. Step 6 Paging Tab Once the modem and port have been configured the paging company(s) need to be defined. The paging tab is where you set up details of the paging company that provides your paging services. To add a new paging company, select the New button. This will open the Add Paging Company dialog box, input the paging company name then select OK. See Pager Messages (page 362) for further details. Step 7 EMail Tab The EMail tab is used to set up a pointer to your mail server. You can only use an SMTP mail protocol for dispatching email alerts. To add an email Service select the New button. This will open the Add Email Provider dialog box, input any meaningful name for the new email provider, however the name must not contain spaces. Select the OK button, the fields on the Email tab will become active and can be completed with the details for the new email service.
NOTE: Some organizations may set up their email system so that messages can only be received from registered parties. In this case you will need to ensure that the name entered into the “From Address” field is registered in the receiving email system.
The next step is to add your Destination settings (page 367)...
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Destination Settings Step 8 Persons Tab The Persons tab is where you add details of the people that you want included for alert contact purposes. When creating entries for persons in this configuration, make sure that you know how the person is to be contacted, whether through email, paging or both. If they receive both emails and pages, then two entries will need to be created one for the email and one for the paging. To add a new person, select the New button. This will open the Add Person dialog box, input a unique name for the contact person that will tell you who the person is and how they are to be contacted, e.g. 'Beryl_Email' (no spaces). When completed select OK. The fields on the Persons tab will now become active and contact details can be completed. In the case where an individual can be contacted by both email and page, after creating the first screen select the Copy button. This will prompt you for a new name, e.g. 'Beryl_Pager'. After completion, select OK, a copy of the previous Persons dialog box will be displayed. On this screen you can now add the additional contact details. Note that the previous contact details are dimmed. See Message Destinations (page 360) for further details. Step 9 Groups Tab The groups tab provides a means to group persons together so that a pager or email messages can be sent to multiple recipients. You can create as many groups as you wish but you must have people resources added (through the Persons tab) before you can put any recipients into the group. To create a group, select the New button. This will open the Add Group dialog box, input a unique name for the new Group (no spaces and it must not be the same name as any existing PROFILE or HELPDESK name), then select the OK button. The fields and buttons on the Group tab will now become active. Adding Members to a Group The left-hand window contains a list of all people that have been added to this configuration. To add an individual to a group, highlight the person’s name in the 'All Persons' box, then select the appropriate contact Level. Select the Add Person button and the individuals name will appear in the 'Persons in Group' box. The number before the person name shows their contact Level. You can continue to add people to this group in the same way. To remove a person from a Group, highlight the name in the 'Persons in Group' box and select the Delete button. See Message Destinations (page 360) for further details. Step 10 Profiles Tab The Profile defines which group should be notified at any given time. When you set up a Threshold to log messages to Dispatch Manager you will need to supply a Profile name and it is here that Dispatch Manager first comes when it needs to send a message. To create a Profile, select the New button. This will open the Add Profile dialog box, input any meaningful name for the new Profile (no spaces and it must not be the same name as any existing GROUP or HELPDESK name), then select the OK button. The fields on the scheduling chart will now become active. Add Groups to the Scheduling Chart You now need to add valid Groups to this chart for the appropriate contact times each day. Each Group must already exist in the Dispatch Manage configuration and is set up in the Groups tab. The scheduling chart contains a cell for each hour of each day of the week and you can add groups to any of these times that you wish Dispatching services to notify people. a) Click and drag the mouse over the range of date/times to add paging details for. b) Right-click the mouse button to display the context menu. Select Allocate Group option then select the group you wish to be notified during this selected timeframe.
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You can only add one group to each interval square. When you select a range of intervals, the group selected will be placed into all cells in that range. The Allocate Group drop down always contains a blank entry that is used to remove any existing groups from a selected cell or range of interval cells. See Message Destinations (page 360) for further details.
NOTE: You can set up one-time special messaging cases for a particular date by selecting the Add Date option. You simply select the date on which special messaging rules are to apply and click OK to add or Cancel to abort.
Once added, you will see a new entry on the bottom row of the scheduling chart pertaining to that date. You can now highlight the range of times you want to add groups details to and use the Allocate Group selection to add the group to it.
These settings override any general day settings on the specified date only.
Use the Delete Date option to remove any special date scheduling you may have already entered.
Step 11 Help Desk Tab The Help Desk option allows you to set up Dispatch Manager to send SMTP emails to Help Desk systems, such as BMC Remedy Action Request System®, raising a problem ticket when a Threshold condition has been detected. Adding a New Help Desk System To create a Help Desk System, select the New button. This will open the Add HelpDesk dialog box, input a unique name for the Help Desk (no spaces and it must not be the same name as any existing GROUP or PROFILE name ), then select the OK button. The fields and buttons on the Help Desk tab will now become active.
NOTE: Currently the BMC Remedy Action Request System® is the only Help Desk system available to PROGNOSIS IP Telephony Manager.
The next step is to link a Threshold (page 369) to your Dispatch Manager configuration&ldots;..
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Linking a Threshold Once the Dispatch Manager Configuration has been created, the Threshold that performs the actual notification needs to be either created or modified. The Threshold requires a Dispatch Manager destination to be added to the Threshold Destinations tab of the Threshold Properties Window. In the Profile Name field input the required Dispatch Manager “Profile” name, or if you are not using the Profile function you can input a “Group” name.
NOTE: For Dispatch Manager to function you must ensure that the Dispatch Manager Configuration and the related Threshold are both running.
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Dispatch Manager Properties For full details of the Dispatch Manager Properties dialog box please refer to the System Guide or Online Help.
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Exchange Management The purpose of the Exchange collector is to assist Exchange Administrators to monitor critical mail usage data on the Exchange server in order to maintain efficient operation. The collector can also help create statistical data for trending purposes e.g. mailbox message or size growth rates, top recipients or senders of emails or specific type of attachments, etc. This collector is compatible with Microsoft Exchange servers versions 2000 and 2003. On PROGNOSIS IP Telephony Manager startup, the collector executable (irexcol.exe) is started only if Exchange server is installed on the host machine i.e. the collector has not been designed to monitor Exchange server through the network.
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Configuration The Exchange collector requires the following configuration settings in order to log on to the Exchange Server and collect data to populate the exchange records: • A PASSWORDS Configuration that contains an account having Exchange Administrator privileges with "Full Mailbox Access". • An irexcol.ini file in the configuration directory that contains a local server mailbox. This configuration is automated during installation by prompting for the exchange administrator account. However, if this automated process fails for any reason, the above-mentioned configuration can also be performed manually after installation is complete. The automated and manual configuration for Exchange collector is explained in this section.
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Automated Configuration during Installation During PROGNOSIS IP Telephony Manager installation, if an Exchange Server is detected on the host machine the IP Telephony Manager InstallShield prompts for the Exchange Administrator account and creates a PROGNOSIS user and mailbox on Exchange 2000 or 2003. It then pre-configures the PASSWORDS Configuration and the irexcol.ini file, required by the exchange collector, with the newly created PROGNOSIS user & mailbox.
NOTES: a) The PROGNOSIS user account is set up with “password never expires” property. If the password is modified then the PASSWORDS Configuration must also be updated.
b) The PROGNOSIS mailbox is for configuration purposes only and will not show up in any of the Exchange records.
During installation, InstallShield will open a dialog box as shown below:
The Exchange Administrator account details are entered into the dialog box (a Domain Administrator for Exchange 2000 or 2003). The account name must include the domain name in one of the following formats: Domain/username Domain\username \Domain.username If the account entered into the dialog box is not in the required format or the account is not the correct exchange administrator account, an error message similar to the one shown below will be displayed.
The exchange account login dialog box will be displayed again after the error message, prompting re-entry of the administrator account.
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By selecting the Skip button, InstallShield will by-pass the automated process for exchange configuration and display the following message, prompting for manual configuration to be performed after installation is complete.
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Manual Configuration of the Exchange Collector
NOTE: Manual configuration is only required if the automated configuration failed or is cancelled during the PROGNOSIS IP Telephony Manager installation.
1) Passwords Configuration Create an "Exchange" type PASSWORDS Configuration. To do this, create a new configuration and select PASSWORDS from the type drop down list in the General tab. Open the Passwords tab of the configuration property sheet and click on +. Select 'Exchange' from the drop down list in the first column while in the username column, type the domain\username in the domain\username, domain/username or \domain.username format e.g. ir\administrator. Click on the password column to get the passwords dialog. Type and confirm the password. Save and start the configuration. Refer to the Exchange Administrator Account (page 381) section to determine the Exchange Administrator.
NOTE: If an Exchange Display is opened without starting the PASSWORD Configuration, an error will be logged by the Exchange Collector in the event log as well as in the wvlog.txt file.
2) IREXCOL.INI File Setup Create the irexcol.ini file in the configuration directory with the following entries:
[Exchange] ServerMailbox =
Optional IREXCOL.INI File Configurations The irexcol.ini files can also use two other user-defined settings that can override default values assumed by the collector. It is recommended that these values not be modified unless advised by PROGNOSIS Technical Support. These entries are:
Default Entry name Description value
ReconnectAttemptInterval Time in seconds that the collector will re-attempt 60 connection. This may be at startup (if exchange services are not running) or if the services were stopped and re-started while IP Telephony Manager was running. BrowseRefreshInterval Refresh interval in seconds for data collected by 1800 all the browse collections i.e. NtExchangeBrowseMailboxAttachment NtExchangeBrowseAttachmentExtension NtExchangeBrowseSourceMailServer NtExchangeBrowseDestinationMailServer
For example the ini file may look like this for configuring these two values:
[Exchange] ReconnectAttemptInterval = 60 BrowseRefreshInterval = 1800
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NOTES: a) ServerMailbox entry can be created in the configuration directory “on the fly” i.e. without stopping IP Telephony Manager or stopping irexcol.exe. However, you should allow one minute for this change to be picked up by the collector. For configuring ReconnectAttemptInterval and BrowseRefreshInterval values, IP Telephony Manager or irexcol.exe must be stopped.
b) All open Exchange Displays must be closed and opened again after the PASSWORDS Configuration has been started otherwise data will not be received.
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Records
IMPORTANT NOTE: Use of these records, as with any use of the Microsoft Windows Exchange Administrator account, may be subject to the privacy laws of your local country. Unlike the standard Windows Exchange Administrator access, via Exchange clients such as Outlook, PROGNOSIS IP Telephony Manager does not make email content visible. However, IP Telephony Manager does provide source and destination domains (not individual addresses) of emails as well as attachment type and size usage. It is recommended that local legal advice be sought on these issues.
There are over 30 records that can be used to monitor Exchange server statistics; all use the prefix “ NtExchange”. They comprise an extensive list of server performance, registry and summary records that collect data about Exchange server components: Private & Public Information Store, Message Transfer Agent, Internet Mail Connector and other connectors, mailbox statistics and many other. There are12 records that are part of the Exchange collector logical group, their purpose is to assist Exchange Administrators to monitor critical mail usage data on the Exchange server in order to maintain efficient operation. The collector can also help create statistical data for trending purposes e.g. mailbox message or size growth rates, top recipients or senders of emails etc. These 12 records complement the Exchange performance monitoring based records and can be logically sub-divided into the three categories as described below:
Summary Records Provide summary data for all mailboxes and public folders that exist on the Exchange server. NtExchangeServer (EXCHSVR) NtExchangeMailbox (EXCHMBOX) NtExchangePublicFolder (EXCHPFOL)
Mail Traffic Based Records These are based on incoming and outgoing mail traffic from all mailboxes on the Exchange server; they present data for mail traffic generated during the last collection interval. NtExchangeIncomingMail (EXCHINML) NtExchangeOutgoingMail (EXCHOTML) NtExchangeOnlineAttachmentExtension (EXCHOATE) NtExchangeOnlineSourceMailServer (EXCHOSMS) NtExchangeOnlineDestinationMailServer (EXCHODMS)
Mailbox Browse Records These are used to browse a particular mailbox for more detailed information of the summary data presented in NtExchangeMailbox record. Browse data is built up incrementally over each collection interval until browsing is complete. The BrowseCompleteTimestamp field displays the date and time browse was completed and serves as an indicator of how recent the displayed data is. If the Display is not closed after browsing has been completed, the data will be automatically refreshed based upon the BrowseRefreshInterval in the ini file settings. NtExchangeBrowseMailboxAttachment (EXCHBMAT) NtExchangeBrowseAttachmentExtension (EXCHBATE) NtExchangeBrowseSourceMailServer (EXCHBSMS) NtExchangeBrowseDestinationMailServer (EXCHBDMS)
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Troubleshooting Problem: Why does it take a long time for data to appear on the Displays after exchange collector (irexcol.exe) startup?
Solution: On startup, the exchange collector scans the internal message store tables exposed by MAPI (Messaging Application Programming Interface) and logs on to each mailbox. Depending upon the number of mailboxes on the server, this may take up to a minute before data can be supplied to the Displays. Problem: On shutdown, why does the exchange collector take longer to shutdown as compared to other executables?
Solution: On shutdown, the collector (irexcol.exe) has to logoff from all mailboxes which might take a few seconds more to shutdown as compared to other executables. Problem: In NtExchangeMailbox record, I see a few mailboxes with 'NO' in the Available field. What does this mean?
Solution: If the collector cannot logon to a mailbox if it is either temporarily locked-out or security settings are denying logon to Domain Administrators, it sets the Available field with 'NO' and re- attempts logon every 15 minutes. If logon is successful, the status is changed to YES. Problem: Why do I see asterisks in the size limit and warning limit fields in the NtExchangeMailbox record?
Solution: This can happen if the Exchange Administrator does not set limits in the Message Store or Mailbox "prohibit send limit" or "issue warning limit" settings. This may also affect the Percentage Full field. Problem: Why am I not getting any mailbox or public folder data in the Displays?
Solution: Check the event history for any errors about the PASSWORDS Configuration or about logging on to the Exchange Server.
Follow the instructions in the detailed event information in order to get the data in the Displays. You may need to create an ini file in the configuration directory. Refer to the Configuration section in this chapter for details on the ini file setup. Problem: I started the PASSWORD Configuration and created the ini file. How come I still don't see any data in my Displays?
Solution: If a startup error was logged for a Display containing exchange collector records, you must close the existing Displays and start fresh Displays to be able to view the data.
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Error Messages
Exchange configuration errors Unsol Error: Password config is not running (error 915) Wvlog error: Failed to read exchange password config (error 5931) This error is logged in the GUI event history and wvlog if an Exchange Display is started without starting the Exchange PASSWORDS Configuration. Solution: Create the PASSWORDS Configuration with the Exchange Administrator account & password. For instructions on how to determine the Exchange Administrator account, refer to the Exchange Administrator Account (page 381) section. To create a PASSWORDS Configuration, open a new configuration document and select PASSWORDS from the type drop down list in the General tab. Open the Passwords tab of the configuration property sheet and click on +. Select 'Exchange' from the drop down list in the first column while in the username column, type the domain\username in the domain\username, domain/username or \domain.username format e.g. ir\administrator. Click on the password column to get the passwords dialog. Type and confirm the password. Save and start the configuration.
NOTE: All open Exchange Displays must be closed and opened again after the PASSWORD Configuration is started otherwise data will not be received.
Unsol Error: Incorrect password config (error 914) Wvlog error: Password config does not contain exchange administrator account (error 5932) This error is logged in the GUI event history and wvlog if an Exchange Display is started with an incorrect password or account in the PASSWORDS Configuration, or if irexcol.ini file is not properly configured. Solution: Use the following steps: 1. Verify that the PASSWORD Configuration does contain the exchange administrator in the domain\username format with the correct password otherwise change and restart the Configuration. Refer to the Exchange Administrator Account (page 381) section if in need.
NOTE: InstallShield creates a new user called 'zPrognosis_
2. Create or update irexcol.ini file in the configuration directory with the following:
[Exchange] ServerMailbox =
NOTES: a) The above-mentioned steps can be implemented 'on the fly' i.e. without stopping IP Telephony Manager or stopping irexcol.exe. However, you should allow one minute for the changes to be picked up by the collector.
b) All open Exchange Displays must be closed and opened again after the PASSWORDS Configuration has been started otherwise data will not be received.
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Unsol Error: Error logging on to Exchange Server (error 918) Wvlog error: Error logging on to Exchange Server (error 5933) This error is logged in wvlog as well as in the IP Telephony Manager event history. This error will be logged if the collector fails to obtain a valid mailbox name on the host exchange server. This mailbox is used for creating a temporary administrative profile for logging on to MAPI and accessing the Exchange Server. Solution: Create irexcol.ini file in the configuration directory with the following entries:
[Exchange] ServerMailbox =
NOTE: All open Exchange Displays must be closed and opened again after the ini file is created or updated.
Exchange Services or Disconnection error Unsol Error: Disconnected from Exchange Server (error 916) Wvlog error: At least one Exchange Service used by the collector isn't running (error 5936) Wvlog error: Disconnected from Exchange Server (error 5930) This error will be logged by the Exchange Collector if the exchange services were not running at start-up or if they were stopped while IP Telephony Manager was running.
Solution: Start all services from Control Panel->Services. It is not necessary to stop IP Telephony Manager. Data for the Displays will be restored as soon as a connection is re-established with the server.
Browsing Error Unsol Error: Error browsing mailbox (error 917) The Exchange Collector has four types of browse records namely: NtExchangeBrowseMailboxAttachment NtExchangeBrowseAttachmentExtension NtExchangeBrowseSourceMailServer NtExchangeBrowseDestinationMailServer These records are used to browse a mailbox for detailed information. If Displays for these records are not created correctly browse errors will be logged in the event log. Errors may also be logged if an internal MAPI error occurs while browsing a record. Solution: When creating a Display for a browse record, open the Associate Names tab in the Data View Definitions dialog box. Click #Insert Prompt>Prompt Table>New. Enter a prompt name, text and default value (e.g. a known mailbox name). After creating the prompt click select prompt, click select and >>. To enable drill-down from say NtExchangemailbox record to a browse record, click on the Drill-down tab of the Display properties. Click New, select MailboxName field and select browse document just created. Under substitution, click the + icon, select the MailboxName field and select the prompt created earlier. Click Ok and save Display.
Mailbox Logon error Wvlog error: Unable to logon to mailbox (error 5942) During initialization the exchange collector logs on to all mailboxes using the administrator account. If logon fails for one or more mailboxes this error is logged in the wvlog. Solution: The mailbox is either temporarily locked-out or security settings are denying logon to Domain Administrators. The Exchange Collector would re-attempt logon every 15 minutes. If the problem persists try restarting IP Telephony Manager or contact Exchange Administrator.
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Exchange Administrator Account
Determining the Exchange Administrator Account The Exchange Administrator is usually the Administrator. However, if there is a difficulty in finding the Exchange Administrator, open Active Directory Users and Computers, click Users from the tree in the left pane and double click on ‘Domain Admin’. Select Members tab on the property sheet and pick any member from the list for the PASSWORDS Configuration.
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Mailbox Name
Obtaining a valid mailbox name for irexcol.ini file
Exchange 2000/2003 1 Open the PASSWORDS Configuration and note the username of the configured account. 2 Open System Manager and click First Organization->Servers->Server Name->First Storage Group- >Mailbox Store(Server name) (ensure the correct server name is selected). 3 Click Mailboxes and verify that a mailbox name exists that matches the username from the PASSWORDS Configuration. If the mailbox name cannot be located, look for it in other mailbox stores or storage groups under this server. If the mailbox does exist, this username can be written in irexcol.ini file. 4 If there is no match in step 3, select any mailbox from the right pane. Note that when selecting a mailbox avoid ones which are created by the system such as "System Attendant" or "SMTP XXXX", try to use ones that are associated with a normal user. 5 Click Start and open ‘Active Directory Users and Computers’ from Microsoft Exchange program group. From the view menu select (tick) 'Advanced features'. 6 Right click on the mailbox previously noted. Select the 'Exchange Advanced' tab and click 'Mailbox Rights'. Under ‘names’ select or add the username from the PASSWORDS Configuration. 7 Verify or select 'full mailbox access' in the permissions box’ for the user configured in the PASSWORD Configuration.
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Network Manager Network Manager delivers comprehensive, real-time application network traffic analysis. It provides a performance-orientated view of the entire network from an application perspective. Network Manager allows administrators to monitor and manage the performance of network systems and application components that are vital for the continuing delivery of critical business applications, especially when they are deployed over wide area networks. It also allows administrators to perform troubleshooting with respect to long response times and to obtain capacity reports for future network growth needs. Network Manager is a robust network traffic and protocol analyzer that provides data to detect network traffic related problems. It is a software based LAN analyzer that will run on any servers that are running the PROGNOSIS IP Telephony Manager application suite.
The Network Manager collector provides LAN traffic information for the collision domain where the server resides. This is achieved by putting the LAN-card on the server in a promiscuous mode where each packet on the wire is intercepted and analyzed for traffic and conversation.
NOTE: It is recommended that the Network Manager module be run on at least a 400MHz Pentium processor or better.
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Viewing Data Data collected by Network Manager can be viewed through a range of pre-packaged Displays provided with PROGNOSIS IP Telephony Manager or through Displays of your own design. The pre-packaged Displays are designed to allow for easy monitoring of network traffic at the port, protocol, subnet and device levels from any IP Telephony Manager user interface. The pre-packaged Displays can be accessed from Windows Role or Server Central Displays by selecting Networks from the Server Details-Centrals Window. This will open the Network Interface Central Display. From the Links shown at the top of this Display click on the Network Manager Central Link to view specific Network Manager data.
Network Manager Central Network Manager Central is the main Display that delivers a top-level view of the information available using the Network Manager records.
This Display provides: • A graph showing the 10 Busiest IP Conversations, based on the total of sent and received bytes in a conversation per second. • A graph of the top sending ports based on the number of bytes a protocol port is sending per second. • A graph of the top receiving ports based on the number of bytes received by a protocol port per second.
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• A graph of the protocol distribution showing the protocol name and the total number of bytes transferred per second. • A graph of total network traffic transferred in bytes per second. • A graph showing the protocol distribution, for each protocol, based on the total number of bytes transferred per second. Links are available to produce reports and to view further detailed information: • Reports • RAS (Windows only) • SNMP (windows only) • DNS (Windows only) • Interface Central • All IP Conversations, • All MAC conversations (Windows only), • Port traffic analysis. • Busiest Devices • Information on Interface
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Configuration In most cases Network Manager requires no configuration, it will start monitoring network traffic upon installation. However, two options are available that do require configuration settings.
Multi NIC Configuration Multi NIC (Network Interface Card) Configuration allows for the monitoring of network traffic on multiple network cards installed on a single host. This operation is based upon a driver supporting multiple network cards and the collector being able to receive, digest and present the collected data. For a Windows installation you can select the NIC(s) for monitoring by editing the irdllcol.ini file. Example irdllcol.ini
[Adapter=1] ServiceName=RTL81391 // compulsory ServiceIndex=3 // compulsory SubnetCapacity=100 // optional ConversationAgingInterval=120 // optional PortProtocolAgingInterval=300 // optional Lean=0 // optional
[Adapter=2] ServiceName=EN1207D // compulsory ServiceIndex=2 // compulsory SubnetCapacity=10 // optional ConversationAgingInterval=600 // optional PortProtocolAgingInterval=600 // optional Lean=1 // optional [Adapter=X] X is an unsigned integer. Lowest X is 1. If there is only one entry, X must be 1. If there is more than one entry, X starts from 1 and must be sequential. If the sequence is broken, remaining entries are ignored.
There is no relation between X and NIC index. ServiceName=ABC ABC is a non-sensitive ASCII string describing the name of NIC. This name can be found in:
\Registry\Machine\Software\Microsoft\WindowsNT\CurrentVersion\Network Cards\”ABC”. ServiceIndex=Y Lowest value is 1. Once converted to ASCII it is a subkey name under
\Registry\Machine\Software\Microsoft\WindowsNT\CurrentVersion\Network Cards SubnetCapacity=100 Capacity of monitored subnet- mega-bits/sec. Lowest value is 1, default value is 100. ConversationAgingInterval=1 Longest period (in seconds) for which a non-active conversation data is kept for presentation to View Mgr. Lowest value is 1, default value is 1. PortProtocolAgingInterval=1 Longest period (in seconds) for which a non-active port-protocol data is kept for presentation to View Mgr. Lowest value is 1, default value is 1.
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Lean Mode Configuration The Network Manager ini file allows for the option to run in “Normal” or “Lean” mode. In “Normal” mode (lean=0), each packet is analyzed for traffic and conversation information. “Lean” mode (lean=1) is provided as an alternative and presents the relevant subset of information available to the host server in a more efficient manner.
[Adapter=1] InterfaceName=eth0 InterfaceIndex=1 SubnetCapacity=100 ConversationAgingInterval=120 PortProtocolAgingInterval=300 Lean=0 Lean=0 or 1span lang=EN-US> Indicates if monitoring mode is to be normal (0) or lean (1). The default value is 0 for normal.
NOTE: The “Lean” mode option is not applicable on Solaris and the setting will be ignored, as it is not possible to obtain all local inbound and outbound traffic in lean mode.
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Server Management Server Management provides a range of tools that can be used to manage large numbers of servers maximizing performance and up-time with in-depth information on server operation, system health, resource usage and performance. This Server Management section includes the following topics: AutoSummarization (page 389) HP Systems Insight Manager Support (page 405) File, System & Registry Operations (page 406)
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AutoSummarization PROGNOSIS IP Telephony Manager includes powerful database recording and summarization features. For example, you can create a Database Summary document (see the Database Summary section of the System Guide or Online Help for details) to summarize a month’s worth of 5 minute data into 4 hourly data that you keep for a year for capacity planning purposes. Manually running database summaries can be a problem when there are many to run, or when you want to run them on a regular schedule. AutoSummarization is a facility where you can schedule the running of your database summaries at times and days of the week/month/year of your choosing. You can use it for any Database Summary that you have previously defined, even to summarize data from one node to another. AutoSummarization is used for running the nightly database summarization from the Trouble Shooting database to the Capacity Planning database.
NOTE: If you have upgraded from a PROGNOSIS IP Telephony Manager release prior to version 8.0.1 then AutoSummarization may not be switched on by default, and the summarization from the Trouble Shooting database to the Capacity Planning database will still use the old mechanisms. The upgrade process does not enable AutoSummarization to do this summary as it may have been customized. See Enabling AutoSummarization after Upgrading (page 403) for instructions on how to enable Automsummarization, and optionally, how to replace your current mechanisms for summarizing the Trouble Shooting Database.
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Operation AutoSummarization provides a scheduler that schedules database summary jobs that you define. It uses the normal PROGNOSIS IP Telephony Manager database summarization mechanisms, and allows you to define your database summaries in the normal manner. See the Database Summary section in the System Guide or Online Help to learn more about defining and manually running database summaries. The remainder of this chapter assumes that you know and understand the concepts of IP Telephony Manager Database Summaries. The ability to schedule database summarization can be useful in the following situations: • You are consolidating performance data from multiple IP Telephony Manager nodes to one central node from which you will run regular reports. • You are collecting data that wraps on, say, a two-week basis and you’d like to summarize it to longer intervals for long term reporting needs. • You have a running database with a lot of data in it, but you would like to extract just some of it and summarize it to a different format.
The basics concepts of AutoSummarization are: • A schedule on which to run a summarization job. You can specify the time of day for the summary to run, and which days of the week and/or month and/or year it should be run. You can also specify that a job should be run on a regular basis, e.g. “every 4 hours”. You can schedule jobs down to 15 minute intervals. • A source database. This is a IP Telephony Manager database that is currently running and from which you want to summarize data. This source database does not have to be on the node performing the AutoSummarization. • A target database summary template. This is a IP Telephony Manager summary database that you have run at least once (or for which you have an IRCMD definition file). • A target summary database and node. IP Telephony Manager can either write to the template database itself, or use it to (create and) write to another database, which can be on a different node. The target summary database name is optional – the target template database will be used by default. • Other parameters for overriding some of the parameters in the target summary database. You can override the target summary template database name, maximum size, format, time interval and wrapping parameters. All of the above information is stored in each AutoSummarization job record. AutoSummarization then uses those job records to determine which database summaries to perform every 15 minutes. You can create new AutoSummarization jobs from the IP Telephony Manager GUI, or by editing the “rollupscheduletable.txt” file on the IP Telephony Manager server. You can view the scheduled jobs and their job histories from the IP Telephony Manager GUI. The following sections describe how to create your own AutoSummarization jobs, and how to view both the jobs and their logs from the IP Telephony Manager GUI.
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Creating an AutoSummarization Creating an AutoSummarization job involves a three-step process. Step 1 Start Source Database Collection Any Database Collection on any node may be used as the source database for a Database Summary. An active database is an essential requirement in the scheduling of an Automated Database Summary, if an existing database does not meet your needs then you should create a new one in the usual manner. The source database needs to be running, as an inactive database will provide no additional data to warrant an automated summary of the database. Step 2 Define and Run Summary Template Automated Summaries are scheduled based upon a Database Summary template file. This template can be either any previously run Database Summary from the GUI, or an IRCMD text file that defines a Database Summary. The Database Summary text file used by IRCMD must include a Database Configuration (DBCONFIG) name otherwise the summary script will fail, for example;
DBCONFIG
The Automated Database Summary Scheduler will use either of these to create a new text based Database Summary file in which the “db:” entries are changed to “file:” entries following the job’s initial run. This is done to improve efficiency by preventing repetitive accessing of database configurations. If changes have been made to the configuration of a summary template database since it was last run, simply modify the job’s entry via the GUI to “db:”, this will signal PROGNOSIS IP Telephony Manager to update its internal text based summary template. If an existing Database Summary does not meet your needs then you should create a new one in the usual manner. However, it is required that the Database Summary is run at least once on the node from which the AutoSummarization will be taking place, i.e. the Current Node. The Current Node is not necessarily the same as the Source Node from which the source database is to be read, nor the Target Node, which the output database is to be to be stored on. The Automated Database Summary Scheduler will replace the Node attribute of the Data View Definition for the configuration of the Database Summary when it is used as a summary template. The Node attribute will effectively be replaced with the entire network (i.e. #Allnodes). This is done to increase the portability of the summary template files allowing a single file to be used for similar databases across multiple nodes. Data sychronization: When the Automated Database Summary Scheduler feature is used to summarize a database, the summary period for the data is set to begin at 12:00AM on the 1/1/2009. This will ensure that all summarizations run by the Automated Database Summary Scheduler will have synchronized summary periods. It also ensures that data will be displayed correctly when using a Quick View in the GUI, and is particularly important when multiple databases are summarized into a single Database Summary. If a Database Summary is run and configured to begin at the start of data or at another time that will not synchronize with 12:00AM 1/1/2009, there may be varying results when viewing this data from the GUI. This will only effect data that was summarized with a summary run by the user via the GUI, it will not affect data summarized via the Automated Database Summary Scheduler. To avoid this problem it is recommended that if a summary database is to be used as both the Target Summary Template and the Target Database, the summary period be configured to begin at 12:00AM 1/1/2009. Step 3 Schedule AutoSummary An Automated Summary can now be scheduled via the AutoSummarization Central Display, either from scratch or based upon an existing Automated Summary.
Using AutoSummarization Central existing Automated Summaries may also be viewed and /or modified as required.
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NOTE: In addition to scheduling Database Summaries, the Automated Database Summary Scheduler may be used to schedule commands. This may be achieved by using the prefix “cmd:” in the Target Summary template field of the job. The command text should appear as it would if it were to be entered at the command prompt, e.g. cmd: echo Hello World (on Windows).
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Accessing AutoSummarization Autosummarization is accessed from the Server Central Display by clicking on the PROGNOSIS Status Link in the PROGNOSIS window, this will open the PROGNOSIS Status Display.. The Server Central Display can be accessed from the All Clusters Central - CallManager 4 Display by selecting a node in the All Server Central window.
This will open the PROGNOSIS Status Display.
From the PROGNOSIS Status Display click on the Database Autosummarization link at the bottom, this will open the AutoSummarization Central Display.
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AutoSummarization Central The AutoSummarization Central Display is the key operating area of this functionality. It provides Links that allow you to add new jobs, view existing jobs and view logs for the Automated Database Summary Scheduler.
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Scheduling New Jobs Step 1 To get started, open the AutoSummarization Central Display and click the Add Job link on the right of the “Schedule new job” window.
This will open the Source node for AutoSummarization Display. Step 2 From the list of nodes on the left hand side, click on the node that you wish to assign as the source node. The source node is the node from which the source database is to be read.
Step 3 The Source database for AutoSummarization Display will now open. From the list of active databases running on the source node, click on the name of the database that you wish to assign as the source database. The source database is the database from which data should be summarized.
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Step 4 The Target node for AutoSummarization Display will then open. From the list of nodes click on the node that you wish to assign as the target node for the automated database summary. The Target node is the node on which the resulting database summary is to be stored.
Step 5 The Schedule new summary job for AutoSummarization Display will open, this provides a summary of the information collected so far
Review the information and If it is correct, click on the Schedule New Summary Job link to continue. If any of the information is incorrect, or you wish to cancel the scheduling of the given summary job, click on the AutoSummarization Central link to return to the beginning.
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Step 6 Click on the Schedule New Summary Job link to open a Prompt form that is used to enter specific details regarding the database summary that is to be automated.
A description of each field is shown on the dialog box, however these are duplicated below for your convenience: • The TIME OF DAY for this job to be run, on the days for which it is scheduled. May be proposed as either a specified time in the format HH:MM, where MM must in multiple of 15 minutes (e.g. “11:00”). Alternatively a recurring time interval may be specified, such as “every MM minutes” (where MM must in multiple of 15 minutes), or “every N hours (where N is preferably a factor of 24 to provide database summarization on regular intervals; N may be specified in up to 2 decimal places as a multiple of 0.25, i.e. .25, .5, .75 (e.g. “every 15 minutes”, “every 4 hours”, “every 4.25 hours”). This field is MANDATORY and must be provided with a valid input. • The DAYS SCHEDULED refers to the day(s) of week, month or year on which this job should be run. "W:" is used for weekly jobs, followed by the day of the week that the job is to be run specified as an integer, with Monday = 1, up to Sunday = 7. For example to run a job every Monday, you would enter “W:1”. The prefix "M:" is used for monthly jobs, followed by the day of the month. If a job is to scheduled for more than one day during a week or month, the scheduled days may be expressed as a list (e.g. “W:1,2,3,5” or “M:1,12,13,14,23”), as a range (e.g. “W:1-3” or “M:12-14”), or a combination of the two (e.g. “W:1-3,5” or “M:1,12-14,23”). The prefix “Y:" is used for jobs that are to be run on specific days of the year. The date must be entered in the format Day\Month. For example if you wish to have a job run on the first of July every year, you would enter “Y:1/7”. If a job is to scheduled for more than one day during a year, the scheduled days may be expressed as a list of dates (e.g. “Y:1/7,23/5”) but not as a range of dates. This field is MANDATORY and must be provided with a valid input.
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• The SOURCE NODE is the node from which the source database is to be read. The "\" is required (e.g. “\KNG-MARCUS”). This field is MANDATORY and must be provided with a valid input. This field will accept a single node name or a list of multiple node names with each one separated by a comma. The following can also be used; #DefaultNode, #CurrentNode, #AllNodes. • The SOURCE DATABASE refers to the name of the database from which data should be summarized. The source database must be on the source node. It is advisable the specified database be an active database, as summarizing a static database over time will not be of use. This field is MANDATORY and must be provided with a valid input.
IMPORTANT NOTE: After selecting a Source Database using the GUI, spaces in the database name will be automatically converted to underscores, e.g. “Trouble Shooting” to “Trouble_Shooting”. Make sure that you remove these underscores and replace them with spaces, otherwise AutoSummarization will not be able to locate the source database and will return an error when you attempt to insert the new job.
• The TARGET SUMMARY TEMPLATE refers to the name of the database summary (denoted by "db:" prefix), or the name of an ircmd format template file (denoted by "file:" prefix) defining a database summary. The database summary or the contents of the file will be used as a template to create the new database summary. The Automated Database Summary Scheduler will create a text based summary template, and alter “db:” entries to “file:” entries following a job’s initial run. This is done to improve efficiency by preventing repetitive accessing of database configurations. If changes have been made to the configuration of the summary template database since it was last run, simply modify the job’s entry via the GUI to “db:”, this will signal IP Telephony Manager to update its internal text based summary template. If a command is required to be scheduled rather than a database summary, the prefix “cmd:” must be entered followed by the command that is that is to be run. The command text should appear as it would if it were to be entered at the command prompt but must also contain escape characters, e.g. “cmd:..\\ircmd filename.txt”. This field is MANDATORY and must be provided with a valid input. • The TARGET NODE is the node that the output summary database is to be to be stored on. This field is OPTIONAL and if the target node is not entered (i.e. left blank or as “EMPTY”) it is assumed to be the default node. The "\" is required (e.g. “\KNG-MARCUS”). • The TARGET NAME allows you to specify the name of the summary database that is to be created on the target node. This field is OPTIONAL and if entered (i.e. not left blank or as “EMPTY”) the value will override the target name specified in the target summary template. If “
NOTE: For TARGET NAME and TARGET LOCATION the
• The TARGET FORMAT allows you to specify the database format of the summary database that is to be created. This format may be “INTERNAL” (PROGNOSIS High Performance Database), “CSV” (Comma Separated Values) or “ODBC” (Open Database Connectivity). This field is OPTIONAL and if entered (i.e. not left blank or as “EMPTY”) the value will override the target format specified in the target summary template. • The SUMMARY INTERVAL is the interval over which the data in the source database is to be summarized. The value may be specified as a number of seconds, minutes, hours or days (e.g. “10 seconds”, “2 hours”, “3 days”). This field is OPTIONAL and if entered (i.e. not left blank or as “EMPTY”) the value will override the summary interval specified in the target summary template.
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• SIZE is the maximum size of the summary database. This value is specified as a number representing a size in megabytes (e.g. “50”). This field is OPTIONAL and if entered (i.e. not left blank or as “EMPTY”) the value will override the database size specified in the target summary template. • WRAP allows you to specify whether the database summary will wrap. Wrap may be specified as “YES” indicating that the database is to wrap or “NO” indicating that the database is not to wrap. This field is OPTIONAL and if entered (i.e. not left blank or as “EMPTY”) the value will override the wrap preference specified in the target summary template. • WRAP INTERVAL allows you to specify whether the interval over which the database summary will wrap. The value may be specified as a number of minutes, hours or days (e.g. “30 minutes”, “2 hours”, “3 days”). This field is OPTIONAL and if entered (i.e. not left blank or as “EMPTY”) the value will override the wrap interval specified in the target summary template. • The LAG field is used for the stop time of the job. The value may be specified as a number of minutes, hours or days. For example; "30 minutes", "2 hours" or "3 days". This field is OPTIONAL and if entered (i.e. not left blank or as "EMPTY") the value will override the Lag field specified in the target summary template. • The RETRIES field is the maximum number of times that the particular job will be retried. This value is specified as an integer, for example; "5". This field is OPTIONAL and if entered (i.e. not left blank or as "EMPTY") the value will override the Retries specified in the target summary template. • The RETRY INTERVAL field is used to specify the minimum interval between retries. The value may be specified as a number of minutes, hours or days, for example; "30 minutes", "2 hours" or "3 days". This field is OPTIONAL and if entered (i.e. not left blank or as "EMPTY") the value will override the Retry Interval specified in the target summary template. Step 7 When finished select the Continue button. The following prompt will be displayed:
Select the Yes button to continue. When the Database Summarization is finished a dialog box similar to the following illustration will open showing the results of the AutoSummarization process. If any errors were encountered they will be shown here.
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Viewing and Editing Existing Jobs To view existing jobs scheduled for execution by the Automated Database Summary Scheduler, click on the View/Edit Job Table link on the AutoSummarization Central Display.
This will open the AutoSummarization Schedule Table Display. The data columns on this Display correspond to the fields completed in the AutoSummarization Prompt form.
From this Display you can view, edit and delete existing jobs, as well as add new jobs by right-clicking on the desired record and selecting the required command from 'User Commands' on the menu.
If necessary, complete the subsequent prompt table following the given instructions. When creating new jobs and modifying existing jobs, fields from the record clicked on will be inserted into the prompt table, thus it is easy to create new jobs based on existing jobs. However it is important to know that existing conditions for PROGNOSIS IP Telephony Manager database summaries still apply when using the Automated Database Summary Scheduler (e.g. CSV databases cannot have a wrap, CSV databases cannot be summarized etc.).
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Viewing Logs for all Cycles If you wish to view a log of the Automated Database Summary Scheduler job cycles, simply click on the View Log link located on the right hand side of the 'View logs for all cycles' Window on the AutoSummarization Central Display.
The resulting AutoSummarization Log Table Display provides a summary of all jobs commenced by the Automated Database Summary Scheduler.
The summary on this Display provides information including the job status, the time and days that it is scheduled to run, plus the source database and node. You can drill-down to the “AutoSummarization Log” for each job by clicking in the “Cycle Time” column.
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The AutoSummarization Log, as illustrated below, is obtained by clicking on an item in the “Cycle Time” column of the AutoSummarization Log Table. This Log provides detailed information on a specific AutoSummarization job.
Additional information shown on this Display includes: • COMMAND STARTED specifies the time at which the actual summarization command was executed. • COMMAND FINISHED specifies the time at which the actual summarization command was completed. • COMMAND RUN TIME is the amount of time taken to run the command that summarized the database to the summary database during this job. • STATUS is the final status of the job, that is, whether the job was a success or a failure. • ERROR MESSAGE is the error message provided for the job. Not applicable when the job is completed successfully. • SUMMARIZED FROM helps specify the time period over which data from the database was be summarized to a summary database by specifying the beginning time for the period which will be summarized. • SUMMARIZED UNTIL helps specify the time period over which data from the database was be summarized to a summary database by specifying the finishing time for the period which will be summarized. • SUMMARIZED PERIOD is the length of time over which the database was summarized to the summary database during this job."
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Enabling AutoSummarization after Upgrading For PROGNOSIS IP Telephony Manager versions 8.0.1 and later, AutoSummarization will work immediately without any configuration. However, if you are upgrading from IP Telephony Manager prior to version 8.0.1, then you will need to complete the following procedures in order to enable AutoSummarization.
NOTE: Both of the following procedures must be completed, as completing one without the other may cause unforeseen problems with summarizing your database. a) Running the “RollUpAnalyst” Step 1 In the PROGNOSIS GUI Document Navigator, locate the Analyst file named “RollUpAnalyst”, in the “Knowledge\Common\Database Autosumm\Analyst” folder. Step 2 Drag and drop the “RollUpAnalyst” document onto the PROGNOSIS node which has been upgraded.
This will start an Analyst rule which will enable AutoSummarization to work. b) Summarizing the Trouble Shooting database Currently there is a rule in your WindowsAnalyst on the upgraded node called “CapacityPlanningSummary”. This rule summarizes your Trouble Shooting database to your Capacity Planning database nightly. We recommend that you use AutoSummarization from now on to do this summary. To initiate this change complete the following: Step 1 Stop the rule “CapacityPlanningSummary” from the WindowsAnalyst on the node which was upgraded. Step 2 Go to the system folder where you installed PROGNOSIS, and under the Server/Configuration directory you will find the file “rollupscheduletable.txt”. Edit this file, and remove the comment (“!”) from the last line, which should be in a similar format to:
00:15|W:1-7|#CurrentNode|Trouble Shooting||file:Capacity Planning.txt||||||||2007-10-05 10:00:01|every 1 hour|W:1-7|#CurrentNode|IP Telephony Assessor|| file:Start_IPTATRANSIENT.txt||||||||2007-10-18 10:00:01|
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Troubleshooting The most common error message produced by the Automated Database Summary Scheduler is in the form: doSummaryFinalXX.txt Y: DB config Prop list is empty. Ircmd failed to start DBSUMMARY • where XX is the line number of the RollUp Schedule table on which there is a problem (first line of the table is line 0). The problem is usually that a source database or summary template specified in the RollUp Schedule table does not exist.
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HP Systems Insight Manager Support PROGNOSIS IP Telephony Manager provides an interface to collect and monitor hardware related parameters from enabled HP Microsoft Windows NT, 2000 and XP-based server hardware (specifically HP SNMP enabled devices). In order to monitor multiple HP hardware platforms, IP Telephony Manager must be installed on each monitored node. Data for all monitored nodes is summarized in HP Insight Manager Central in the IP Telephony Manager GUI. The HP Systems Insight Manager records provided with IP Telephony Manager supply detailed and comprehensive information about each monitored device which, will facilitate: • detection of problems due to device failures • identification of the exact cause of the problem, particularly in physical disk problems • monitor vital device parameters such as CPU temperature, disk specific thresholds status, UPS status, etc. The records provide metrics in the following categories.
Devices: Logical Disk Drive Information Physical Disk Information SCSI Drive Array Controllers SCSI Controllers SCSI Drive Boxes SCSI Tape Drives
Environment Monitor: Temperature Sensors (CPU, other available devices) Fault Tolerant Fans Status Power Supplies
HP Systems Insight Manager Events : Events Record Problems Record
Other HP Devices: UPS (Uninterrupted Power Supply)
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File, System & Registry Operations The File, System and Registry operations component of PROGNOSIS IP Telephony Manager enables you to collect information relating to: • File loads, reads and writes. • Handle details such as Mutant, Thread, Process, Semaphone and Section together with the ability to set the maximum number of records to be sent to the GUI per interval. • Registry key registries, reads, writes and auxiliary registries. This function is useful for detecting such items as handle leaks, files making disks busy, etc, which are helpful in diagnosing possible system problems.
File, System and Registry data is available through the CPU & Memory Central Display.
The links at the top right of the Display provide quick access to data on Handles, File Operations, Registry and Page faults for all monitored nodes.
NOTE: Obtaining this data for all monitored nodes is data intensive making it a system expensive process. As an alternative you can click on an individual process name to obtain specific data for that process only.
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Handles Central
The Handles Central Display makes use of the NtProcess (NTJOBS) record. It provides details of each task executing on the system sorted by handle usage. The Handle Count column shows the total number of handles currently open by each process, which is the sum of the handles currently open by each thread in the process. For more detailed information on a specific process click on the process name in the Handle Count column.
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File Operations Central
The File Operations Central Display makes use of the NtFileOperation (NTFILEOP) record. It provides details of files with high IO operations per process and includes details of the number of IO, Open, Read, Write and Failed operations performed on each file. The lower half of the Display provides a listing of processes accessing disk files by process/executable name. Clicking on an item in the File Name field or the Process Name field will open further Displays containing detailed information about the specific file or process.
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Registry Operations Central
The Registry Operation Central Display makes use of the NtRegisitryOperation (NTREGOP) record. This Display provides a listing of the busiest registry keys listed by process. Clicking on an item in the Registry Key Name, Executable Name or PID fields will open further Displays with detailed information on the specific item.
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SNMP Traps Out The Simple Network Management Protocol (SNMP) is an application layer protocol that facilitates the exchange of management information between network devices. PROGNOSIS IP Telephony Manager includes an SNMP Traps Out facility that is used to send traps (alarms) to SNMP compliant devices when IP Telephony Manager detects that Threshold conditions have been exceeded. This facility enables network administrators to be automatically advised of network problems.
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Creating an SNMP Trap Message The SNMP Traps Out facility is part of the Threshold processing performed by PROGNOSIS IP Telephony Manager. It is enabled by selecting the Message Destination of SNMP Trap when building a Threshold Condition.
The fields of the SNMP Trap tab page are completed as follows;.
Field Description
Override Default On Check this box to override the Message Defaults tab setting. Event
Event Text Input a descriptive message that will be displayed when the condition is met. Field variables can be inserted by using the button.
Override Default Off Check this box to override the Message Defaults tab setting. Event
Off Event Triggers message when Threshold condition is no longer true.
Off Event Text Text that will be displayed when the Off Event is triggered. The same options are available as per the Event Text field.
Severity Set the severity ranking from the drop down list:.
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Field Description
Dest Host Name or IP address of the SNMP server. Override Default SNMP Trap Host Check this box to override the Default Destinations tab setting.
Trap Port Port number to be used in accessing the SNMP server. Override Default SNMP Trap Port Check this box to override the Default Destinations tab setting.
Community The access control group name to be used. Override Default SNMP Community Name Check this box to override the Default Destinations tab setting.
Select this button to add variable Record Field values to the SNMP Trap message. See Including Field Values (page 415) for details.
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Variable Bindings Variable Bindings are a list of variables that can be attached to an SNMP Trap. The PROGNOSIS IP Telephony Manager SNMP Trap contains several variable bindings. The number of variable bindings present in the Trap message is dependent upon the IP Telephony Manager version in use. The first variable binding always contains the string “PROGNOSIS” to indicate the application issuing the SNMP Trap. The fifth variable binding contains the Event text as specified in the SNMP Trap Message Destination tab of the Threshold Condition dialog box. An option is also available to include a list of record fields in the variable bindings. When this is set up and the SNMP Trap is sent, it will include the field values (from the collected Threshold record) corresponding to the configured fields. See the Including Field Values (page 415) section for details. The variable bindings are defined in the PROGNOSIS Trap Management Information Base (MIB). This MIB can be compiled into most SNMP trap receivers. The IP Telephony Manager Trap definitions are defined in the MIB file ptrapmib [.txt] located in the server configuration directory.
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Sample SNMP Event Message The following output shows how an Event Message appears in a sample SNMP trap receiver;
Community...... =.public Enterprise...... =.{1.3.6.1.4.1.6102} (integratedResearch) Network Address..=.[150.50.130.138] Generic Trap.....=.6 (Enterprise specific) Specific Trap....=.1 Time ticks...... =.197870 Object...... =.{1.3.6.1.4.1.6102.1.1} (integratedResearch.irPROGNOSIS.irApplication) Value...... =.PROGNOSIS Object...... =.{1.3.6.1.4.1.6102.1.2.2} (integratedResearch.irPROGNOSIS.irThresholdTrap.irSeverity) Value...... =.3 (irWarningSeverity) Object...... =.{1.3.6.1.4.1.6102.1.2.3} (integratedResearch.irPROGNOSIS.irThresholdTrap.irProblemID) Value...... =.151 Object...... =.{1.3.6.1.4.1.6102.1.2.4} (integratedResearch.irPROGNOSIS.irThresholdTrap.irConditionName) Value...... =.Storage Object...... =.{1.3.6.1.4.1.6102.1.1} (integratedResearch.irPROGNOSIS.irThresholdTrap.irEventText) Value...... =.\STORAGE1 Array 7 is 87% write busy irSeverity This indicates the priority as specified in the PROGNOSIS IP Telephony Manager Threshold Condition dialog box in the GUI or via IRCMD. The irOffSeverity is issued when an off event has been met. This indicates that a previously notified trap condition has been cleared or reset. This allows the trap receiver to take appropriate action, e.g. close a trouble ticket identified by the irProblemID. irProblemID This is the IP Telephony Manager problem number. This corresponds to an instance of a problem and is unique on the node issuing the trap. The ProblemID allows the trap receiver to identify which trap instance is no longer an open problem when a severity of irOffSeverity is received. irConditionName This is a string value that indicates the category of the trap. This is configured by the user in the IP Telephony Manager Threshold condition dialog box in the GUI or via ircmd. It allows the trap receiver to categorize traps for category specific processing. irEventText A free form string object, configurable by the user. The irEventText can include any field variable and can also include one or more IP Telephony Manager globals such as ^srcnode or ^currtime.
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Including Field Values An option is available to include a list of up to 10 record fields in the variable bindings. When this is set up and the SNMP Trap is sent, it will include the field values (from the collected Threshold record) corresponding to the configured fields. This is activated from the SNMP Trap Message Destination tab of the Threshold Condition properties dialog box by selecting the Variables button.
The Variables button will open a selection box from where the required fields can be selected. The button will be enabled if a record (or a record field) has been selected in the ‘Where Clause’ tab page of the Threshold condition dialog.
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When Field data is included the IR Trap definition each PROGNOSIS IP Telephony Manager field will be added as a ‘two-variable pair’. Example:
irExCriticalTrap TRAP-TYPE ENTERPRISE integratedResearch VARIABLES { irApplication, (string, 0..255) irSeverity, (int, 4) irProblemID, (int, 4) irConditionName, (string, 0..32) irEventText, (string, 0..255) irSourceNode, (string, 0..64) irFieldName01, (string, 1..32) irFieldValue01, (string, 1..256) irFieldName02, (string, 1..32) irFieldValue02, (string, 1..256) … irFieldName10, (string, 1..32) irFieldValue10 (string, 1..256) } DESCRIPTION "A user-defined extended trap with a critical priority. " ::= 10
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SNMP Trap Severity The Trap severity is configured in the Threshold Condition dialog box and is directly mapped from the Priority field of the Message Destinations tab. The Priority field contains the following options that relate to the required trap severity; • Information Severity • Warning Severity • Error Severity • Critical Severity
Off Severity is implied by selecting the Off Event check box. These options will allow the trap receiver to assess the severity of the trap without having to have a separate trap definition for each level of severity. The new severity level Off Severity indicates that a previously notified trap condition is no longer exceeded. This allows the trap receiver to take appropriate action, for example, close a trouble ticket.
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SNMP Problem ID A system generated Problem ID allows the trap receiver to identify which trap instance is no longer exceeded when a severity of Off Severity is received. For example, if the following pair of Traps are delivered “CPU is excessively busy” “CPU busy has returned to normal” These two traps would have the same Problem ID thus indicating they are a pair.
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SNMP Condition Name This field contains a string value that indicates the category of trap. This string is configured per threshold condition and is directly mapped from the Condition Name box in the Threshold Condition - Timing tab dialog box.
The Condition Name allows the trap receiver to categorize traps and thus provide category specific processing. For example, all Windows storage partition full traps might be categorized as "Storage Management" problems and so be assigned by the problem ticketing system to the Storage Management experts.
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Separate SNMP Trap types based upon severity This provides the capability for PROGNOSIS IP Telephony Manager to generate specific traps depending on the severity level. • Critical Trap • Error Trap • Warning Trap • Information Trap • Off Trap This severity is configured through the Threshold Condition in the same manner as the Object Severity, i.e. it is directly mapped from the Priority setting in the Threshold Condition - Message Destinations tab dialog box. The Off Trap is implied by selecting an Off Event in the Threshold Condition dialog box. The Off Trap will be generated when an off condition is met. This format allows the trap receiver to assess the severity of the trap based on the specific trap type rather than interpreting the Severity field. This approach is useful in HP OpenView environments. The format is user configurable. It utilizes an addition to the IRAUTOAN.INI file as outlined below. The default operation is to issue a specific trap type for each Severity level, i.e. Severity traps.
[SNMPTraps] ;TrapFormat=SeverityTraps ; where SeverityTraps will issue specific traps depending on the user defined PROGNOSIS Threshold Condition priority. ; irCriticalTrap ( 10 ) ; irErrorTrap ( 11 ) ; irWarningTrap ( 12 ) ; irInfomationTrap ( 13 ) ; irOffTrap ( 19 ) ; This is the default operation when neither of the following settings is made. ;TrapFormat=GenericTraps ; where GenericTraps will issue trap ; irGenericTrap ( 2 ) ; which contains original and new objects in a single trap type. ; ;TrapFormat=OriginalVersion ; where OriginalVersion will issue trap ; irThresholdEventTrap ( 1 ) ; containing the original two objects only.
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Trap contents Currently there are three groups of SNMP V1 traps that the Analyst (threshold engine) can recognize: • Original Version • Generic Traps • Severity Traps
Original Version has one trap definition: irThresholdEventTrap Variables: irApplication, irEventText
Generic Traps group has one trap definition: irGenericTrap Variables: irApplication, irSeverity, irProblemID, irConditionName, irEventText, irSourceNode
Severity Traps group has five trap definitions: irCriticalTrap Variables: irApplication, irSeverity, irProblemID, irConditionName, irEventText, irSourceNode irErrorTrap Variables: irApplication, irSeverity, irProblemID, irConditionName, irEventText, irSourceNode irWarningTrap Variables: irApplication, irSeverity, irProblemID, irConditionName, irEventText, irSourceNode irInformationTrap Variables: irApplication, irSeverity, irProblemID, irConditionName, irEventText, irSourceNode irOffTrap Variables: irApplication, irSeverity, irProblemID, irConditionName, irEventText, irSourceNode
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Technical Support
Technical Support
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Support Procedures This section provides information on the procedures to be taken if a problem is encountered with your installation. Contact details are provided along with instructions on how to generate a document called IRFAX which may be required by EMC Smarts Technical Support staff in order to analyze your problem and provide a resolution.
EMC support, product, and licensing information can be obtained as follows.
Product information — For documentation, release notes, software updates, or for information about EMC products, licensing, and service, go to the EMC Powerlink website (registration required) at:
http://Powerlink.EMC.com
Technical support — For technical support, go to Powerlink and choose Support. On the Support page, you will see several options, including one to request support. Follow this link to create a service request. Note that you must have a valid support agreement to complete the request. Please contact your EMC salesrepresentative for details about obtaining a valid support agreement or to answer any questions about your account.
IRFAX Should any problems be encountered with the PROGNOSIS IP Telephony Manager installation, EMC Smarts Technical Support staff may request that an IRFAX document be created and sent via email for analysis. The following information explains how to create an IRFAX.
Issuing an IRFAX from the Windows Operating System The quickest method to create an IRFAX, or if it is not possible to log on to the IP Telephony Manager GUI, is to generate it from the Windows operating system by using the following procedure. Step 1 Go to the
Issuing an IRFAX from the GUI Alternatively, and if it is possible to log on to the IP Telephony Manager GUI, the IRFAX can be generated from the PROGNOSIS Error Log Display by using the following procedure. Step 1 Log on to the GUI and open the Welcome to PROGNOSIS IP Telephony Manager Display. Step 2 Click on the Cisco UCM 3.3 & 4 Link in the Monitor window. Step 3 The All Clusters Central Display will open. Click on the required node name in the 'All Server Central' window. Step 4 The Server Central Display will open. Click on the PROGNOSIS Status link. Step 5 On the next Display double-click on the PROGNOSIS Error Log link which will open the Error Log Display. Step 6 From the Error Log Display click on the Generate an IRFax link. Step 7 After a few moments the User Command Output Window will open showing the status of the IRFAX. When completed the IRFAX document will be placed in the
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Index
Index
A Availability Central Display...... 123, 207 Availability Manager294, 295, 296, 297, 298, 299, About ...... 6 301, 302, 303, 304, 307, 308, 309, 312, 313, Accessing ...... 49, 393 318, 319, 320, 321, 322, 323, 325, 326, 327, AutoSummarization ...... 393 329, 330, 331, 332, 333, 334, 335, 336, 339, Other Displays...... 49 340, 341, 342, 343, 344, 345, 346, 347 Active Directory...... 116 Enabling ...... 297 Adding...... 308 Availability Threshold Summary...... 321 User...... 308 Availability Thresholds ...... 302 Alerts...... 95, 179, 232, 258, 271 Availablity Configuration...... 330 Alerts Central Display ...... 118, 203 Avaya ...... 68, 95, 103 All AutoSummarization Job Cycles ...... 401 Avaya Alarms Display ...... 78 All Clusters Central Display ...... 108 Avaya Boards...... 84 All Server Central Display ...... 205 Avaya IP Network Regions ...... 88 Analysts ...... 47, 250 Avaya LSPs ...... 85 Applications ...... 320 Avaya Maintenance Worksheets...... 76 Applications Central ...... 122 Avaya Media Gateways ...... 86 Architecture...... 11 Avaya Media Servers ...... 87 Associating ...... 329, 331 Avaya Monitoring Node Display ...... 75 Schedule ...... 329, 331 Avaya Network Hops Display...... 79 Automated Configuration ...... 373 Avaya PBX Busy Hour ...... 73 AutoSummarization...... 389, 391, 393 Avaya PBX Display ...... 69 Accessing...... 393 Avaya PBX Network Device Displays ...... 83 Creating...... 391 Avaya Phones...... 89 AutoSummarization after Upgrading ...... 403 Avaya Port Networks...... 91 Enabling ...... 403 Avaya Route Patterns ...... 92 AutoSummarization Central ...... 394 Avaya SAT Connections Status ...... 71 AutoSummarization Operation...... 390 Avaya Trunk Groups ...... 93 AutoSummarization Troubleshooting ...... 404 Avaya Voice Streams...... 80 Avaya Voice Streams Display ...... 81
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Avaya_Alert ...... 96 AutoSummarization ...... 391 AVMON...... 337 Dynamic Availability Threshold...... 313 AVMON Configured Entities ...... 339 SNMP Trap Message ...... 411 AVMON Entities...... 303, 304 CTI Manager Display ...... 136 Updating...... 303 CTI Status Display ...... 210 B CUCM .... 200, 201, 203, 205, 207, 208, 210, 211, 213, 215, 217, 219, 221, 222, 224, 225, 226, Browse Entire Network ...... 56 228, 229, 230, 232, 233, 237, 238, 243, 248, 250, 261, 282 C Unity Alerts ...... 261 Call Admission Control Display...... 124 CUCM 3.3106, 107, 108, 109, 111, 112, 115, 116, Calls Central Display...... 125, 208 118, 120, 122, 123, 124, 125, 127, 128, 129, 130, 131, 133, 136, 138, 142, 143, 144, 145, CcmCallManagerAlerts ...... 180 146, 147, 149, 150, 151, 154, 155, 157, 158, CcmClusterAlerts...... 187 163, 164, 165, 166, 167, 170, 171, 173, 174, CcmCompaqIMagentAlerts...... 190 176, 177, 178, 179, 180, 187, 190, 192, 193, CcmPrimaryCallManagerAlerts...... 192 196, 197, 198, 259, 281 CcmServerAlerts...... 193 Unity Alerts ...... 259 CcmSqlServerAlerts...... 196 CUCM4 ...... 288 CcmTftpAlerts ...... 197 D CDR Analysis Central Display...... 127 Data ...... 301, 384 Centralized Web Reports...... 288 Monitoring...... 301 Cisco Service Events Display ...... 128 Viewing...... 384 Cisco Software Inventory Central Display...... 129 Database Server Management349, 350, 351, 352, Cisco Unity252, 253, 254, 255, 256, 258, 259, 261 354, 355, 356 Closing...... 36 Databases...... 47, 103, 198, 248, 277 Display ...... 36 Default Node ...... 26 Cluster ...... 107 Setting ...... 26 Cluster Central Display ...... 109, 201 Defined Entities...... 307, 308, 309, 312 Cluster Reports Display ...... 111 Destination Settings ...... 367 CmaDeviceAlerts ...... 233 Detailed Phone Monitoring...... 155, 222 CmaLocationCAC ...... 237 Disabling ...... 339 CmaMediaResourceAlerts ...... 238 Outages...... 339 CmaServerAlert ...... 243 Dispatch Manager .. 358, 359, 360, 361, 362, 364, Collecting ...... 16 365, 366, 367, 369, 370 Layer ...... 16 Dispatch Messages...... 361 Collectors...... 17 Escalating...... 361 Commands ...... 38 Display Control Bar ...... 33 Communication Settings ...... 366 Display CUCM 3.3...... 152 Configuration...... 254, 372, 386 Displays ...... 35, 36, 68, 106, 200, 264 Configuration Central Display ...... 130 Closing ...... 36 Configuration Information...... 359 Starting ...... 35 Configure ...... 50 Documentation Conventions ...... 7 Configure Avaya PBX ...... 50 Drill-downs ...... 37 Configure Cisco UCM ...... 53 Dynamic Availability Threshold ...... 313 Configure Cisco UCM 3.3 ...... 51 Creating...... 313 Configure Management Reporter...... 55 E Configure Nortel PBX...... 54 Editing Existing AutoSummarization Jobs...... 400 CPU ...... 131 Email Availability ...... 341 Creating ...... 313, 391, 411 Email Availability Configuration...... 347
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Email Availability Configuration Examples ...... 347 I Email Availability Functionality...... 343 Including...... 415 Email Availability Inputs ...... 344 Field Values...... 415 Email Availability Reply Codes...... 345 Installation...... 373 Email Availability Security ...... 342 Introduction ...... 5 Email Implicit Failure Conditions...... 346 IRFAX ...... 424 Enabling...... 297, 403 IRNETRTR...... 14 AutoSummarization after Upgrading ...... 403 IRPROMGR ...... 15 Availability Manager ...... 297 Entity...... 329 K Error Messages...... 379 Knowledge Tools...... 46 Escalating ...... 361 L Dispatch Messages ...... 361 Exchange Administrator Account ...... 381 Layer ...... 12, 13, 16 Exchange Collector...... 375 Collecting...... 16 Manual Configuration ...... 375 Requesting ...... 12 Exchange Management . 371, 372, 373, 377, 378, Routing ...... 13 379 Links...... 37, 369 Exchange Managment ...... 375 Threshold ...... 369 Exhange Management...... 381, 382 Locations Display...... 213 Existing User...... 307 Logging ...... 21, 42, 401 Monitoring ...... 307 On...... 21, 42 F Viewing...... 401 LSP ...... 50, 58 Fail-safe Operations...... 15 M Field Values ...... 415 Including...... 415 Mailbox Name ...... 382 Find Phone ...... 154, 221 Management Reporter ...... 292 Function Bar...... 29 Manual Configuration ...... 375 G Exchange Collector ...... 375 MCS Backup Display ...... 149 Gateway Central Display ...... 138, 211 Media Central Display ...... 147 Glance Display...... 107 Media Server Central Display ...... 215 Global Centrals ...... 115 Memory Central Display...... 131 Graphical User Interface ...... 20 Message Destinations...... 360 Grouping ...... 296 Monitor Avaya PBX ...... 58 GUI ...... 21 Monitor Cisco UCM ...... 62 GUI Displays...... 34 Monitor Cisco UCM 3.3 ...... 60 GUI Document Navigator...... 23 Monitor Entire Network...... 57 Guide ...... 6 Monitor Nortel PBX ...... 64 H Monitored CPU Data Display ...... 133 Monitoring ...... 143, 217, 253, 301, 307, 312, 356 Handles Central Display ...... 407 Data...... 301 Heartbeat Checks ...... 144 Existing User ...... 307 Heartbeat Data...... 143 Heartbeat Data ...... 143 Monitoring ...... 143 Node Configuration Display...... 217 Heartbeat Database Replay...... 145 SQL Data...... 356 Heartbeat Flight Recorder...... 142 Unity Data...... 253 HP Insight Manager Central Display ...... 146 User...... 312 HP Systems Insight Manager Support ...... 405
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MpAvailability...... 337 Web Reports...... 287 MSSQL Configuration ...... 351 R MSSQL DBMS Configuration...... 354 Record - Availability Manager ...... 337 MSSQL Management ...... 350 Records...... 377 MSSQL Monitored Data...... 350 Registry Operations ...... 406 MSSQL Password Configuration ...... 352 Registry Operations Central...... 409 Multi-host Availability ...... 299 Remote Entities...... 340 Music on Hold Display ...... 150 Reports Central Display ...... 224 N Requesting...... 12 Network Manager...... 383, 384, 386 Layer ...... 12 Network Router...... 14 Route Pattern Availability ...... 157 New AutoSummarization Jobs...... 395 Route Pattern Central Display...... 158, 225 Scheduling ...... 395 Routing...... 13 Node Configuration Display ...... 217 Layer ...... 13 Monitoring ...... 217 S Nodes Navigator ...... 24 Sample SNMP Event Message...... 414 Nodes Navigator Context Menu...... 26 Schedule Configuration...... 323 Nortel ...... 264, 271, 272, 277 Schedule Priority...... 332 Nortel CLI Connection Status Display...... 267 Scheduled Outage Examples...... 327 Nortel Maintenance Worksheets...... 270 Scheduled Outage Exception Periods...... 325 Nortel Monitoring Node Display ...... 268 Scheduled Outage Global Exceptions...... 326 Nortel PBX Display ...... 265 Scheduled Outages...... 322 Nortel Voice Quality per Zone Display ...... 269 Scheduling ...... 329, 331, 395 NTL-Alerts...... 272 Associating ...... 329, 331 O New AutoSummarization Jobs...... 395 On Security Central Display...... 164 Logging ...... 21, 42 Separate SNMP Trap types based upon severity Online Help System ...... 40 ...... 420 Open Alerts...... 120 Server Central Display ...... 112 Operational Overview ... 11, 12, 13, 14, 15, 16, 17 Server Management388, 389, 390, 391, 393, 394, 395, 400, 401, 403, 404, 405, 406, 407, 408, Operations Central...... 408 409 Other Displays ...... 49 Service Control Center Display ...... 163 Accessing...... 49 Service Level Priority ...... 335 Outages ...... 336, 339 Service Level Targets ...... 333, 334 Disabling ...... 339 Services ...... 27 Outputs ...... 344 Setting...... 26, 364 Overview...... 10, 280, 295 Default Node ...... 26 P Timeout Value ...... 364 Pager Messages...... 362 SNMP Condition Name ...... 419 PBX Display...... 80 SNMP Problem ID...... 418 Performance Overview Display...... 151 SNMP Trap Message...... 411 Phones Central ...... 152 Creating...... 411 Phones Central Display ...... 219 SNMP Trap Severity ...... 417 Process Manager...... 15 SNMP Traps Out.... 410, 411, 413, 414, 415, 417, 418, 419, 420, 421 Properties Dialog ...... 370 Sort Column Indicator ...... 39 Publishing ...... 287 SQL Data ...... 356
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Monitoring ...... 356 AVMON Entities...... 303 SQL Records ...... 355 User ...... 308, 309, 312 Standard Windows...... 283 Adding ...... 308 Starting ...... 35 Monitoring...... 312 Display ...... 35 User Interface...... 22 Super Trace Central Display...... 165 V Support Contacts ...... 425 Variable Bindings ...... 413 Support Procedures ...... 424 Video Call Monitoring Alerts...... 173 System...... 406 Video Telephony Display ...... 171 T Viewing ...... 384, 401 TFTP Central Display...... 226 Data...... 384 TFTP Servers...... 166 Logs...... 401 Threshold Priority...... 318 Voice Call Quality Alerts...... 177 Threshold Timeouts ...... 319 Voice Quality...... 174 Thresholds 95, 179, 232, 258, 271, 304, 309, 369 Voice Quality Central Display...... 230 Linking...... 369 Voice Quality Setup...... 176 Timeout Value...... 364 W Setting ...... 364 Web Attendant Servers ...... 178 Toolbars...... 28 Web Based Reports ...... 284 Trap Contents ...... 421 Web Interface...... 41, 42 Troubleshooting ...... 66 Web Interface Displays ...... 44 Trunk Central Display ...... 167, 228 Web Interface Navigators...... 43 U Web Interface Toolbar...... 44 Unity Alerts ...... 259, 261 Web Interface Window ...... 43 CUCM ...... 261 Web Publishing Profiles ...... 285 CUCM 3.3 ...... 259 Web Reports ...... 287 Unity Central Display ...... 170, 229, 255 Publishing...... 287 Unity Data ...... 253 Welcome Display ...... 48 Monitoring ...... 253 Where Clause ...... 331, 334 Unity Server Details Display ...... 256 Wildcards ...... 330 Updating ...... 303 Workbook_Bar ...... 32
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