This document describes out of date Simple Network Management Protocol
(SNMP) trap messages in a Cisco Unified Intelligent Contact Management (ICM)
Enterprise environment and provides two possible methods to prevent these
informational messages from being reported.
Cisco recommends that you have knowledge of these topics:
Cisco ICM Enterprise
An understanding of SNMP
This document is not restricted to specific software and hardware
Technical Tips Conventions for more information on document
The ICM's Logger collects events and messages from all components of
the system. The Logger passes this information to the Customer Support
Forwarding Service (CSFS) process that receives events, filters them and holds
them in memory on the Logger as Figure 1 shows. The
SNMP feed is an optional ICM feature that allows you to receive an event feed
through an SNMP compliant interface (TCP/IP). When you use the SNMP feed, you
can configure it to send the SNMP traps to the desired management client.
Figure 1—CSFS Feed
By design, after you restart one logger in a duplexed environment, or
if one logger bounces, out of date SNMP traps might be generated and displayed
in the configured SNMP management station(s). When the CSFS process is started
as part of the Logger, it receives an event (alarm) to be reported to the
remote client (via SNMP, Syslog or the Remote Monitoring Service [RMS]) and it
saves a copy of the event in memory, called a base record. In a duplexed, fault
tolerant environment, when the CSFS process on one side goes down and then
restarts, it receives all outstanding base records from the other side and
forwards them to the management client.
This section describes the possible methods you can use to prevent
out-dated SNMP information from being reported. Solution
1 shows you how to purge out-dated SNMP information from the logger and
Solution 2 shows you how to suppress or filter
out-dated SNMP information from the management client.
Purge the base records. In order to do this, stop the Loggers on both
sides simultaneously and then restart them. This process purges all out of date
SNMP traps from the CSFS process.
Note: This procedure should be done during a maintenance window or during
low-route impact times.
Stop Logger B.
Stop Logger A.
Start Logger A.
Start Logger B.
An alternative solution is to have the customer's management client
filter alarms that are older than a certain duration, for example, one week.
Each trap that the SNMP service sends to the customer's second party
application (such as HP OpenView) contains a timestamp of when the actual event
occurs. Customers can then configure their third party application to disregard
alarms with a time stamp older than a particular number of days or weeks. It is
important to note that the Cisco Contact Center Technical Assistance Center
(TAC) does not assist in the configuration of the particular third party
application that the customer chooses to use to manage these events / traps.