These topics provide an overview of Cisco Unified Operations Manager (Operations Manager):
•What Is Operations Manager?, page 1-1
•What's New in This Release, page 1-3
•Before Using Operations Manager, page 1-4
•Using Operations Manager Multiple End-Customer Views, page 1-7
•Using Operations Manager for Day-to-Day Operations, page 1-8
•How Does Operations Manager Work?, page 1-16
•Understanding the Basics, page 1-21
What Is Operations Manager?
Cisco Unified Operations Manager is a member of the Cisco Unified Communications family of products. It provides a comprehensive and efficient solution for network management and allows you to provision and monitor Cisco Unified Communications deployments.
Operations Manager monitors and evaluates the current status of both the IP communications infrastructure and the underlying transport infrastructure in your network. Operations Manager uses open interfaces such as Simple Network Management Protocol (SNMP) and Hypertext Transfer Protocol (HTTP) to remotely poll data from different devices in the IP communications deployment.
Note Operations Manager does not deploy any agent software on the devices being monitored and therefore is not disruptive to system operations.
Operations Manager increases productivity of network managers by enabling them to isolate problems quickly using:
•Fault Monitor—Access to devices views, event summaries, device and event details, as well as access to other management tools on devices, clusters, and phones. This component makes navigating fault management easier and allows you to quickly view relevant information. You can set the context views based on site or device group.
•Service Level View—Displays a logical topology view of your IP telephony implementation. This logical view focuses on the cluster call control relationships.
•Diagnostics—Access to key diagnostic tools and reports in one location. Distinct monitoring and diagnostic workflow allow you quickly identify network data for analysis.
Enterprise users can customize your view to include:
–Summary views include data on Unified CM Express devices, Unified CM events, cluster events across all devices in a cluster,
Multiple customer end-users can view specific customer details and views.
–Audio IP Phones
–Service Quality History
–Video IP Phones
•Clickable information in notification messages—Includes context-sensitive links to more detailed information about service outages.
•Context-sensitive links to other Cisco tools—Help you to manage IP communications implementations.
Operations Manager also does the following:
•Supports device pools—Collects this information for various reports and displays. Service Quality and phone registration related events can contain data at the device pool level.
•Event enhancements—Event severity and description customizations are available across all displays and reports. You can also control events using suppression at the component level.
•Presents service-quality events—Uses information from Cisco Unified Service Monitor, when it is also deployed, to:
–Display Mean Opinion Scores (MOSs) associated with poor voice quality between pairs of endpoints involved in a call. These endpoints can be Cisco Unified IP Phones, Cisco Unity messaging systems, or voice gateways. It also displays other associated details about the voice-quality problem.
–Enable you to perform a probable path trace between the two endpoints and report on any outages or problems on intermediate nodes in the path.
•Highlights current connectivity-related and registration-related outages affecting Cisco Unified IP Phones in the network—In addition, it provides contextual information that enables you to locate and identify the IP phones involved.
•Highlights current connectivity-related and registration-related outages affecting Cisco Unified IP Phones in the network—In addition, provides contextual information that enables locating and identifying the IP phones involved.
•Tracks IP communications devices and IP phone inventory—Tracks Cisco Unified IP phone status changes and creates a variety of reports that document move, add, and change operations on Cisco Unified IP Phones in the network. All phone reports and personalized reports now show device pool and partition information for the IP Phones.
•Provides real-time notifications—Uses SNMP traps, syslog notifications, and e-mail to report the status of the network being monitored to a higher-level entity (typically, to a manager of managers).
•Provides easy to use, scalable reports—Displays large networks using visual cues in map views as well as tabular reports to access management details of clusters and devices.
•Enables coresidence with other Cisco Unified Communications Management software—Allows you to add links to Operations Manager to launch other Unified Communications management applications using the UC Management Suite tab. You can run Service Monitor, Provisioning Manager, and Service Statistics Manager in standalone mode or as coresident.
What's New in This Release
Table 1-1 contains the features that have been updated or removed.
Table 1-1 New or Changed Concepts and Functions in this Release
Enhancements to Operations Manager tools and windows to support multiple end-customer data.
Using Operations Manager Multiple End-Customer Views, page 1-7
New Diagnostics Customer View that displays device information based on customer groups for multiple end-customer deployments.
Multiple End-Customer View, page 3-50
New Gateway View that provides details about Voice Gateway devices.
Gateway View Portlets, page 3-34
See Installation Guide for Cisco Unified Operations Manager.
New support for Service Monitor, Provisioning Manager, and Service Statistics Manager.
Supported and Interoperable Applications and Devices Table
Newly supported events, including AutoFailbackFailed, AutoFailbackSucceeded, Auto FailoverFailed, AutoFailoverSucceeded, ServiceDown, Subscriber License Violated, HighTrunkUtilization and MeetingPlaceSWAlarm.
Supported Events, page E-3
Device parity of Unified Communications 8.6 applications including UC applications on UCS that can be monitored:
•Cisco Unified CM
•Cisco Unity Connection
•Cisco Unified Presence Server
•Unified Contact Center Enterprise
Supported and Interoperable Applications and Devices Table
Enhancements to Network Address Translation (NAT)-enabled device monitoring.
Setting Miscellaneous System Settings, page 20-17
NAT Support in Operations Manager, page 8-74
Note We sometimes update the documentation after original publication. Therefore, you should also review the documentation on Cisco.com for any updates.
Before Using Operations Manager
The person or team that installed Operations Manager should have completed the initial configuration before you start working with Operations Manager. The instructions for configuring Operations Manager are included in Installation Guide for Cisco Unified Operations Manager.
This section contains:
•Launching Operations Manager, page 1-6
•Logging Out, page 1-7
Note For enterprise users, when Operations Manager is installed, it automatically synchronizes with the DCR and adds inventory. This is the default setting. For multiple end-customer users, devices must be manually added or imported.
Operations Manager obtains devices to monitor from the Common Services Device and Credentials Repository (DCR). The DCR is a common repository of devices and their credentials for use by individual applications.
For more detailed information on device management, see Getting Started with Device Management, page 8-1.
After your devices have been synchronized with the DCR, Operations Manager is ready to monitor and analyze events, and provide notification of events in Unified Dashboard displays. Operations Manager uses the default polling parameters and threshold values, default inventory collection and purging schedules, and default views. You should determine whether the default values are adequate for your use.
Note The product we formerly referred to as Cisco Unified CallManager is now called Cisco Unified Communications Manager in versions after 4.3, 5.1, and 6.0. Versions earlier than 4.3 and 5.1 retain the Cisco Unified CallManager name. Throughout this document and in online help, any reference to Cisco Unified Communications Manager can also refer to Cisco Unified CallManager, unless explicitly noted.
Table 1-2 lists tasks that you may attend to, at your discretion, after the initial configuration. This table lists optional configuration tasks and some day-to-day tasks that you may want to address when you first start to use Operations Manager.
Table 1-2 Tasks to Consider when Initially Setting Up Operations Manager
Subscribe users to receive e-mail notification of events and subscribe hosts to receive Operations Manager-generated SNMP traps.
Operations Manager displays the operational health of the IP telephony environment and IP fabric on the Events History display.
You can also subscribe users and hosts to receive e-mail or Operations Manager-generated SNMP traps, respectively, in response to events.
Using Notifications, page 15-1
Update polling parameters and threshold values.
Operations Manager provides default values. However, you can update the values based on your experience of the IP telephony environment and IP fabric.
You should apply the changes during a time of low activity on the network.
Configuring Polling and Thresholds, page 19-1
Enable the voice utilization polling settings.
By default, the voice utilization polling settings are not enabled. Operations Manager uses the statistics gathered during voice utilization polling for charting network performance.
For information on performance graphing, see Using Performance Graphs, page 7-1.
For information on setting polling parameters, see Managing Polling Parameters, page 19-14.
Set up synthetic tests to monitor IP telephony application health.
You can configure various tests to run at intervals against IP telephony elements, such as Cisco Unified Communications Managers.
Using Synthetic Tests, page 12-1
Set up Node-To-Node tests.
Node-To-Node tests monitor the response time and availability of multiprotocol networks on both an end-to-end and a hop-by-hop basis.
Using Node-To-Node Tests, page 14-1
Set up phone status tests to check the availability of key phones.
You can configure Operations Manager to test the availability of key phones in your network.
Using Phone Status Testing, page 11-3
Set up batch tests.
You can test the health and connectivity of a branch office. Batch tests consist of a set of synthetic tests that are run on voice applications and a set of phone tests that are run on real phones in the branch office.
Using Batch Tests, page 13-1
Set up Survivable Remote Site Telephony (SRST) tests.
After you import devices to Operations Manager, import a list identifying the source routers and target SRST routers in Operations Manager inventory.
This enables Operations Manager to perform regular tests and to notify you when a branch office failure requires SRST.
Understanding How Operations Manager Monitors SRST, page 10-1
Update the device inventory collection schedules.
Operations Manager provides a single default schedule for device inventory collection. You can use this schedule or suspend it.
Working with the Device Inventory Collection Schedule, page 8-60
Update phone discovery schedules.
Operations Manager provides six default schedules for phone discovery. You can update or delete them; you can also add up to 10 phone discovery schedules.
Working with IP Phone Discovery, page 8-60
Update the Purging Scheduler.
By default, Operations Manager purges the database daily, at midnight. You can edit the schedule.
Setting System-Wide Parameters Using System Preferences, page 20-17
Configure Operations Manager to forward traps to a Network Management System (NMS).
Operations Manager can forward traps to other NMSs, such as HP OpenView and NetView.
Integrating SNMP Trap Receiving with Other Trap Daemons or NMSs, page 20-8
Set up cross-launch capabilities to other Cisco Unified Management products
Operations Manager allows you to create links to other Cisco Unified Management products such as Service Monitor and Service Statistics Manager so that you can run diagnostic reports and access other monitoring functions.
Setting Up Cisco Unified Communications Management Application Links, page 21-1
Set up trunk utilization
You can configure Operations Manager to monitor trunk utilization data.
Configuring Cluster Trunk Utilization, page 20-16
Launching Operations Manager
Operations Manager uses port 1741 or 80 for the HTTP server and port 443 for HTTPS server (SSL).
Operations Manager enterprise deployments support up to five simultaneous clients . Operations Manager multiple end-customer deployments support up to seven simultaneous clients.
To access the server from a client system:
Step 1 Enter any one of these URLs in your web browser:
•If SSL is disabled, and if you have installed Operations Manager application on the default port, enter:
http://server_name:1741 or http://server_name:80
•If SSL is enabled, and if you have installed Operations Manager application on the default port, enter:
where server_name is the hostname of the server on which you have installed the product.
•If IIS is detected on your system, the port number 443 cannot be used because it causes port conflict. Instead, you can use a port number ranging from 1024 to 65535.
Step 2 Enter the user login and password.
Operations Manager opens with the Fault Monitor page displayed.
If Operations Manager is installed on an server with other LAN Management Solution (LMS) products, you may see a drop-down with the names of other non-LMS communities displayed in the top right corner of the home page.
The communities are listed based on the installed applications in the current server.
You can select any communities from the drop-down list.
To exit, click the Logout link displayed at the top right corner of user interface.
The log-in page appears.
Using Operations Manager Multiple End-Customer Views
Note This section applies to the multiple end-customer version of Operations Manager, which was selected when Operations Manager was installed.
When you installed Operations Manager, you selected either the single enterprise version of Operations Manager or the multiple end-customer version of Operations Manager. Each version provides a different customer view option.
The single enterprise version provides a single customer view, where Operations Manager can only see the devices for one particular customer. This option is usually used in a standard single enterprise environments.
The multiple end-customer version provides operators with multiple customer views. This option is used in managed service provider environments. This view allows a single operator to view the devices of multiple customers that are being managed by the operator.
To start using multiple customer views, you must do the following:
•Creating Customer Folders (for Multiple End-Customer Views), page 1-7
•Configuring Users to View Customer Folders, page 1-8
Creating Customer Folders (for Multiple End-Customer Views)
In the device selector, you will see an additional folder (that the single enterprise version does not have) called Customers. This folder contains all your customer views. Each customer has its own folder, which contains the devices for that customer.
You do not manually add these customer folders. The folders that are listed in the Customer folder are automatically added when you add devices for the customer.
So to see a customer's folder you must first add the customer's devices into Operations Manager.
There are two ways in which you can add devices to the multiple end-customer version of Operations Manager.
•Manually add each device, see Adding Specific Devices from the DCR, page 8-7.
•Import multiple devices, see Importing Devices into the DCR, page 8-14.
Note Automatic discovery of the devices cannot be used to add devices for the multiple end-customer version of Operations Manager.
After a device is added, the Customer folder appears in the group selectors throughout Operations Manager. The Customer folder now also contains the specific customer folder. The name of the customer's folder is the name for the customer that was specified when the device was added to Operations Manager.
All the devices for the at customer will appear in the customer's folder. This is the customer view for the specific customer.
Note If you did not specify a customer name for a device when it was added, the device will be listed in the Default subfolder, under the Customer folder.
Configuring Users to View Customer Folders
To enable a user to view customer folders you must configure the user accordingly. Specifically you must make sure that the Device Authorization field is enabled for the user.
For more information about user setup, see Configuring Users In Local RBAC Mode, page 20-28.
You may also want to set up custom user roles so that certain user types can only see specific groups of customers (as well as specific types of devices).
For more information about user role setup, see Configuring User Roles in Local RBAC Mode, page 20-28.
NAT Support In Multiple End-Customer Views
If your deployment supports NAT, there are certain configurations that you must set in Operations Manager. For details on NAT support, see NAT Support in Operations Manager, page 8-74.
Using Operations Manager for Day-to-Day Operations
These topics briefly describe Operations Manager functions that you may use frequently. On a day-to-day basis, operations personnel are likely to use the Unified Dashboard displays to monitor the IP telephony environment.
No more than five simultaneous Operations Manager enterprise users are recommended if all users view the portals, perform tests, and create reports on a constant basis. For multiple end-customer users, no more than seven simultaneous clients are recommended.
These displays can include Fault Monitor or any of the Diagnostics views.
This section contains:
•Benefits of Operations Manager Unified Dashboard, page 1-9
•About Monitored Events, page 1-10
You can customize the Unified Dashboard to include additional displays. For details on adding or removing portlets, see Customizing Your Dashboard, page 3-2.
Network administrators and operators might similarly use the Unified Dashboard displays to assess network health and the phone reports to solve IP and video phone problems.
In addition, network administrators and operators will use:
•Fault Monitor—To manage the real-time information about the operational status of your network devices.
•Device Management—To keep the inventory of devices that Operations Manager monitors current.
•Notification Services—To ensure that the right users and systems receive e-mail or SNMP traps in response to events on selected devices, device groups, and clusters.
To make the most effective use of Operations Manager on a day-to-day basis, network administrators and operators also need to understand the impact of operations on configuration and administration tasks. An overview is provided in Scheduling Operations Manager Tasks, page 20-4.
The Operations Manager functions that support day-to-day operations are further described in the following topics:
•Benefits of Operations Manager Unified Dashboard, page 1-9
•About Monitored Events, page 1-10
•Unified Dashboard, page 1-11
•Diagnostics Views Dashboard, page 1-12
•Reports Dashboard, page 1-12
•What Administrative Tasks Do I Need to Perform?, page 1-13
Benefits of Operations Manager Unified Dashboard
The benefits of Operations Manager Dashboard are:
•Easy access to information —You can view diagnostic portlets, access the Fault Monitor to view devices, phones, and clusters event data, run important reports, or complete server maintenance or administrative tasks.
•Easy customization—You can modify and personalize your dashboard, adding portlets, changing portlet titles and configuring your dashboard layout to display what you want to see.
•Lightweight GUI—Data is displayed in the Unified Dashboard and use of external pop-up windows are minimized.
For more information on the portal, see Understanding the Diagnostics View for Enterprise Users, page 3-1.
About Monitored Events
An event is the actual issue seen on a device, component, phone, or cluster in the network. Each event is assigned a unique identification number. When the event changes its state, it is assigned a new event ID.
Event History allows you to identify all previous events for a given device. To search Event History, Use the Search by Device option instead of the Search by Event ID option. This is because the same device can have more than one event ID from the past.
When a device is deleted from Operations Manager, all corresponding events are also deleted. For more information on events, see Events Processed, page E-1.
This section contains:
There are two types of events:
•Device events—Seen on events displays. Device events include:
•Service Quality events—Seen in the Fault Monitor and other Diagnostic view portlets.
Event states include:
•Active—Whenever any issues occur in the network, a corresponding event is generated in Operations Manager.
•Cleared—There are two types of cleared events:
–When the issue gets resolved in the network, a Cleared event is generated. The corresponding active event is removed and replaced by a cleared event.
–If the corresponding cleared event cannot be generated, Operations Manager generates an auto- cleared event. The event details page provides this information if the event was auto-cleared.
The time interval for auto-cleared event generation varies for different types of events. For information on event details, see Supported Events, page E-3. For information on trap-based events, see Multiple Processed SNMP Traps and the Event Details Displayed for Them, page C-1.
Even if an auto-cleared event is generated, the issue may not be resolved in the network. The time intervals for generating cleared events are based on the minimum time required by the administrator to look into the issue and fix it.
To avoid missing any important events that may have occurred over a weekend, we recommend that you check the Event History for 30 to 60 minutes.
To identify automatically cleared events, look for the following in the event details:
Cleared by: Cisco Unified Operations Manager has automatically cleared this event.
Cleared events do not appear in the Fault Monitor Fault Summary tab.
•UserCleared—When an event is manually cleared from the dashboard, it moves into the UserCleared state. If you are aware of the issue and not interested in seeing it on the dashboard, you can manually clear the event.
When the corresponding cleared event is generated, it eventually moves from UserCleared state to Cleared state. This event change appears in the user interface and can also be seen as part of event history. UserCleared events are stored in the database to remind you that you are not interested in that instance of the event.
It continues to remain in the database until a cleared event is generated for it. UserCleared event states do not mean that the issue is resolved in the network. The issue may continue to exists in the network. Such events will be shown on the Event History Display window for a duration of around 30 to 60 minutes. UserCleared events do not appear in the Fault Monitor Fault Summary tab.
•Acknowledged—When an event is acknowledged from the user interface, it moves into the acknowledged state. If you are aware of the issue and are currently working on it, it can be acknowledged. When the issue is fixed in the network or if it is time for auto-clear, the event moves into the Cleared state.
The event can have one of the following severity levels:
The highest event severity is shown as the event severity level in the Event Details View for the respective device.
The Unified Dashboard provides access to the main tasks that you can perform. This includes monitoring, diagnostics, reporting and administrative functions. See the following sections for a description of the tasks:
•Fault Monitor Dashboard, page 1-11
•Diagnostics Views Dashboard, page 1-12
•Reports Dashboard, page 1-12
•What Administrative Tasks Do I Need to Perform?, page 1-13
Fault Monitor Dashboard
Fault Monitor is a a real-time dashboard that displays event information on devices, clusters, and phones. Cisco Unified Operations Manager (Operations Manager) uses Fault Monitor to manage the real-time information about the operational status of your network.
In addition to displaying the event data in Fault Monitor, the backend processes of Fault Monitor share the information with all of the other Operations Manager windows. The displays are designed so that you can set them up and leave them running. This provides an ongoing monitoring tool that alerts you when something needs attention.
When a fault occurs in your network, Operations Manager generates an event or events. If the event occurs on an element in your active view (a logical grouping of device groups), it is shown in any of the monitoring tools, including Fault Monitor.
Diagnostics Views Dashboard
The Diagnostics Views dashboard allows you to view important statistics and details of this and other network management applications installed on your network management server. You can see all of this on a single page, instead of navigating through several pages. For details on the available views, see Using the Portal in Operations Manager, page 3-1.
Operations Manager enables you to generate several types of reports. See the following sections for a description of the reports you can access through the Reports tab:
•Event History Reports, page 1-12
•Service Quality History Reports, page 1-12
•Audio IP Phone Reports, page 1-13
•Video IP Phones Report, page 1-13
•Personalized Reports, page 1-13
Event History Reports
Event history provides the history of Operations Manager events. The stored history includes event information and properties (component name and MIB attributes) and annotations (informational text entered by Operations Manager users).
The Event History report can display information for both devices and clusters.
You can start Event History in the following ways:
•From the Fault Monitor Device or Event Details display.
•From any event details display through the Actions menu.
•By selecting Reports > Event History > Event History or Reports > Service Quality Event History > Event History.
This method provides historical information about all events in the Event History database. The Event History database retains information for the events that occurred within the last year.
You can use Event History to generate customized reports of specific events, specific dates, and specific device groups.
Service Quality History Reports
Service Quality History reports enable you to view service quality events that occurred during the past year. The available information includes event status and date, related devices, MOS value, codec type, and other event details.
Service Quality is useful only if you have purchased a license for Cisco Unified Service Monitor (Service Monitor). For more information, see User Guide for Cisco Unified Service Monitor.
Audio IP Phone Reports
Audio IP phone reports provide detailed phone data that reflect the current status of phones in your network.
Audio IP phone reports enable you to search for a few phones, list a specific set of phones, such as phones connected to a switch, phones in SRST mode and phones that are CTI applications, ATA devices, or Cisco 1040 sensors. You can also view all audio phones and lines.
You can also run phone status change reports to collect data on IP phone moves, phone audits, removed IP phones, extension changes, duplicate MAC/IPs, suspect phones, and export phone data.
Video IP Phones Report
Video IP phones reports provide detailed video phone data that reflect the current status of video IP phones in your network. These reports enable you to search for a few video phones, list a specific set of video phones, such as phones connected to a switch or phones in SRST mode. You can also view all video IP phones and lines.
You can also run phone status change reports to collect data on video phone moves, phone audits, removed video IP phones, extension changes, and export phone data.
The Personalized Report enables you to configure a report for the devices, phones, and diagnostic tests that interest you. Other users cannot configure or view this report from Operations Manager.
What Administrative Tasks Do I Need to Perform?
Operations Manager includes the following administrative tasks you need to perform to make it run smoothly:
•Managing Devices, page 1-13
•Configuring Notifications, page 1-14
•Setting Polling and Thresholds, page 1-14
•Setting System Settings, page 1-15
•Managing External Cisco Unified Communications Management Links, page 1-15
•Creating and Running Diagnostic Tests, page 1-15
Device Management involves maintaining the inventory of devices that Operations Manager monitors so that it is current.
Operations Manager obtains devices to monitor from the Common Services Device and Credentials Repository (DCR). The DCR is a common repository of devices and their credentials for use by individual applications.
Before Operations Manager can start to monitor your network:
•You need to configure the DCR and Operations Manager device selection. Configuring the DCR involves understanding the options and deciding what is best for your site.
•Operations Manager needs to complete inventory collection.
The following scenario describes the process for managing devices:
Table 1-3 lists the steps that you need to complete.
In addition to watching network conditions as they change on the Unified Dashboard displays, you can use notification services to automatically notify users and other systems when specific changes occur on selected devices, device groups, and clusters.
To do so, you must create subscriptions for either e-mail notification or Operations Manager-generated SNMP trap notification.
•A list of devices and device groups of interest
•The status and severity of alarms for which you want notification
•One or more recipients
You can add, edit, and delete subscriptions whenever you need to disseminate the status and severity of alarms changes.
Setting Polling and Thresholds
Operations Manager is preconfigured with default settings for polling parameters and thresholds for each system-defined device, device pool, port, and interface group. Optionally, you can change them. For details on how to set customized polling and threshold settings, see Updating Polling Parameters and Thresholds, page 19-10.
You should ensure that polling is enabled if you want to collect certain device data.
Setting System Settings
To set system settings, see Performing System Administration Tasks, page 20-27. Some system settings are required.
Managing External Cisco Unified Communications Management Links
You can add links to Operations Manager to launch other Cisco Unified Communications Management Suite applications such as Service Monitor, Provisioning Manager, and Service Statistics Manager, see Setting Up Cisco Unified Communications Management Application Links, page 21-1.
Creating and Running Diagnostic Tests
Operations Manager provides five types of diagnostic tests; see the following sections for a description of each:
•Phone Status Tests, page 1-15
•Phone Tests, page 1-15
•Synthetic Tests, page 1-15
•Batch Tests, page 1-16
•Node-to-Node Tests, page 1-16
Phone Status Tests
Phone status testing uses Cisco IOS IP Service Level Agreement (IP SLA) technology to monitor the status of key phones in the network. A phone status test consists of the following:
•A list of IP phones to test, selected by you.
•A testing schedule that you configure.
•IP SLA-based pings from an IP SLA-capable device (for example, a switch, a router, or a voice router) to the IP phones and, optionally, pings from Operations Manager to the IP phones.
The on-demand phone testing takes control of a real phone in the network and makes a call from that phone to another phone. Phone tests use the JTAPI credential.
The JTAPI credential must be configured in Communications Manager. The JTAPI phone tests now support E.164 ("+") dialing support and phones with extensions in this format. While running a phone test on demand, the JTAPI credentials must be provided in the phone test creation UI.
Synthetic tests are used to measure the availability of voice applications. Synthetic tests verify whether the voice application can service requests from a user. For example, you can use synthetic tests to verify that phones can register with a Cisco Unified Communications Manager.
Synthetic tests use synthetic phones to measure the availability of voice applications by emulating your actions. For example, a synthetic test places a call between clusters and then checks whether the call is successful.
Operations Manager supports synthetic testing for the following:
•Cisco Unified Communications Manager and Cisco Unified Communications Manager Express
•Cisco TFTP Server
•Cisco Emergency Responder
•Cisco Unity and Cisco Unity Express
Batch tests enable you to test the health and connectivity of a branch office. Batch tests consist of a set of synthetic tests that are run on voice applications (for example, Cisco Unified Communications Manager Express or Cisco Unity Express) that are deployed in a branch office and a set of phone tests that are run on real phones in the branch office.
Batch tests can be run once a day to verify the health of the voice network in the branch office.
Node-To-Node tests monitor the response time and availability of multiprotocol networks on both an end-to-end and a hop-by-hop basis. After collecting this data, you can use the Operations Manager graphing function to examine changes in network performance metrics. You can select, display, and chart network performance data in real time.
How Does Operations Manager Work?
These topics provide a simplified view of Operations Manager user tasks and Operations Manager processing:
•Users Perform Device Management and Configuration, page 1-16
•Operations Manager Performs Ongoing Monitoring, Analysis, and Notification, page 1-19
•Users Respond to Notifications and Events, page 1-20
Users Perform Device Management and Configuration
Users supply the information that tells Operations Manager what to monitor. Figure 1-1 shows a user importing devices and phones, and performing optional configuration tasks to optimize Operations Manager.
Figure 1-1 The Role of User Input
Users supply the following information:
•Devices—You must import devices and, as your IP telephony environment and IP fabric change, you must add and delete them accordingly. Operations Manager can perform periodic inventory collection for enterprise users, refreshing the inventory of phones, known devices, and device components.
For multiple end-user customers, Operations Manager performs updates to existing inventory, but you must manually perform device import or add new devices to ensure your inventory is accurate.
Note Operations Manager monitors only supported devices. To see the device support table for Operations Manager, log into Cisco.com.
In order to manage a subscriber in Operations Manager, SNMP Service needs to be enabled on the device. Otherwise the device cannot be managed.
For example, for Communications Manager clusters and phone discovery to occur for all Publisher and Subscriber nodes, SNMP Service needs to be enabled on all the Communications Managers and the devices need to be added to Operations Manager with their read access credentials.
See the device documentation for details on enabling SNMP Service.
–Phone Status Tests—To perform phone status tests, you must select the phones to test by importing tests for phones that are already managed by Operations Manager.
–SRST Monitoring—To determine when phones are running under SRST, you must import information for tests.
•Supported IP telephony applications—Operations Manager polls and rediscovers the devices on which supported IP telephony applications (for example, Cisco Unified Communications Manager) run, just as it does for any other supported device that you import.
In addition, you can set up synthetic tests to monitor IP telephony applications such as Cisco Emergency Responder.
You can decide how to manage the information about events and traps that Operations Manager produces. For example, you can:
•Create user-defined device groups for enterprise users or for multiple end-customer users create customer groups during device import or add. This enables users to monitor specific groups of devices on the Unified Dashboard displays.
•Create subscriptions to send e-mail and generated SNMP trap notification to users and systems, respectively.
•Determine where to forward traps by configuring the port to which Operations Manager forwards them.
You can also control how often Operations Manager gathers data. Operations Manager receives traps in real time, but you can change the frequency with which it performs the following tasks:
•Polling—You can change the default polling parameters for device groups, altering the polling interval, timeout, and number of retries.
•Device discovery—You can suspend the default discovery schedule.
•Phone discovery—You can add, delete, or edit the schedules for phone discovery.
•Synthetic testing—You can change the frequency with which tests are run. In addition, you can change the range of time during which tests do not run.
•Phone status testing—You can set the interval for phone status tests.
•Node-to-Node testing—You can schedule the frequency with which tests should run.
•SRST monitoring—When you import SRST information, you set the intervals at which tests run. You can update SRST information by importing it again.
Operations Manager Performs Ongoing Monitoring, Analysis, and Notification
Operations Manager continuously gathers information from devices, device groups, clusters, and device components, analyzing and prioritizing events, and raising events.
Figure 1-2 Operations Manager Continuously Monitors the IP Fabric
Operations Manager generates events based on the following activities:
•Polling—During polling, Operations Manager identifies conditions that warrant generating an event, such as device unreachable or interface down.
•Managing thresholds—After polling, Operations Manager compares the data it collected against threshold values for the devices. If threshold values exceed or do not meet limits, Operations Manager generates the appropriate event.
For example, if a T1 port's utilization is higher than 90 percent, Operations Manager raises an event in the Events History Display. For details on how Operations Manager manages both syslog and real-time monitoring collected thresholds, see Configuring Polling and Thresholds, page 19-1.
•Receiving SNMP traps—Operations Manager listens for traps on the default port or the port that you have configured for SNMP trap receiving. Operations Manager will process the traps from known, supported devices.
•Testing—You can configure Operations Manager to run the following types of tests:
–Synthetic testing—Synthetic testing of selected functions on a Cisco Unified Communications Manager can uncover problems that Operations Manager reports.
–Phone status testing—Operations Manager can use IP SLA technology to monitor the reachability of key phones in the network.
–Node-to-Node testing—Operations Manager can use IP SLA technology to test the response time and availability of multiprotocol networks on both an end-to-end and a hop-by-hop basis.
–SRST testing—Operations Manager can alert you when a branch office is operating under SRST.
As Operations Manager generates events and event conditions change, Operations Manager determines when to send e-mail notification to subscribers and when to generate SNMP traps to send to other systems.
For additional information, see the following topics:
•MIBs Polled and Perfmon Counter Objects Used, page B-1
•Processed SNMP Traps, page C-1
•Events Processed, page E-1
•Polling—SNMP and ICMP, page F-1
•How Operations Manager Calculates Repeated Restarts and Flapping, page G-1
Users Respond to Notifications and Events
Most users will monitor the condition of the IP telephony system by using the Fault Monitor display; others will respond to e-mail. External hosts will receive generated SNMP traps. Figure 1-3 shows how you can respond using the Events History display.
Figure 1-3 Users Respond to Events
Supported Special Characters List
Operations Manager supports the special characters in Table 1-4. If your device or device information contains unsupported characters, there may be unexpected results if any of the unsupported characters are used in any of the fields shown in Fault Monitor or Service Quality events reports.
The supported special characters may be different across various applications and for various screens and user input.
See the Release Notes for Cisco Unified Operations Manager for details on how to deal with unsupported characters.
Table 1-4 Supported Special Characters in Operations Manager
A to Z
All upper case letters
a to z
All lower case letters
Digits 0 through 9
Number sign or hash mark
Left and right parentheses
Understanding the Basics
These topics help you to work with and understand the Operations Manager user interface:
•Starting Operations Manager, page 1-21
•Working with Operations Manager Windows, page 1-22
•Using Displays and Reports, page 1-24
•Selecting Objects and Groups, page 1-28
•Using the Search Tool, page 1-29
•Understanding Your User Role, page 1-31
•Responding to Security Alerts, page 1-31
•Responding to Messages About Device Limits, page 1-32
Starting Operations Manager
You can access Operations Manager from either the Operations Manager server or a client system.
•If a client system is available, it is recommended that you perform all configurations and day-to-day activities on the client system.
•If a client system is not available, the Operations Manager server must also meet all the system requirements for a client system (for client system requirements, see Installation Guide for Cisco Unified Operations Manager).
Starting Operations Manager on a Client System
In Internet Explorer enter the Operations Manager server's IP Address or DNS name followed by the port number 1741 or 80. For example, http://om_server_name:1741.
Starting Operations Manager on the Operations Manager Server
From the Windows desktop select Start > All Programs > Cisco Unified Operations Manager and Service Monitor > Cisco Unified Operations Manager and Service Monitor.
If Enhanced Security is enabled on the Windows 2003 system, you must add the Operations Manager home page to the Internet Explorer Trusted Sites Zone.
You will not be able to access the Cisco Unified Operations Manager home page until it is added to the trusted sites. (See Adding the Operations Manager Home Page to the Internet Explorer Trusted Site Zone, page 1-22.)
Devices and voice applications, as well as the Operations Manager server must have fully-qualified domain names or be included in the host name file.
Adding the Operations Manager Home Page to the Internet Explorer Trusted Site Zone
If Enhanced Security is enabled on the Windows 2003 system, you must do the following before you can access Operations Manager's home page.
Step 1 Open Operations Manager, select Start > Programs > Cisco Unified Operations Manager > Cisco Unified Operations Manager.
Step 2 In the File menu, click Add this site to.
Step 3 Click Trusted Sites Zone.
Step 4 In the Trusted Sites dialog box, click Add to move the site to the list.
Step 5 Click Close.
Step 6 Refresh the page to view the site from its new zone.
Step 7 Check the Status bar of the browser to confirm that the site is in the trusted sites zone.
Working with Operations Manager Windows
This topic focuses on questions you may have when you first start to work with the Operations Manager user interface:
•Why do I see the error "The page cannot be displayed"?, page 1-22
•When I press the Enter key, why doesn't Operations Manager complete the current task?, page 1-23
•Where is the Help button?, page 1-23
•How Are Dates and Times Displayed?, page 1-23
•How Are Phone Counts Displayed in Fault Monitor, Diagnostics Views, and Reports?, page 1-23
•Using the Search Tool, page 1-29
Why do I see the error "The page cannot be displayed"?
Operations Manager displays links to more detailed information. Right-clicking a link and selecting Open in New Window is not supported. It is expected behavior for this error to appear.
When I press the Enter key, why doesn't Operations Manager complete the current task?
Operations Manager does not accept pressing the Enter key as a substitute for clicking buttons, such as OK, Finish, or Next, on the application page.
Where is the Help button?
The Help button is located in the top right corner of the window. On some windows help may be a question mark icon.
To start help:
Step 1 Click the Help button in the top right corner.
If you have a display open, click the question mark icon.
If you have selected an option in the navigation tree, the context-sensitive help for that option is displayed.
Help is displayed in a separate browser window that remains open until you close it. Online help includes an index and search capability.
Step 2 Click on the E-Learning button in the Help header.
A separate browser opens and displays the first video. You may select from several videos.
How Are Dates and Times Displayed?
Dates and times displayed by Operations Manager reflect the date, time, and time zone set on the server where Operations Manager is installed. If the client system that you use to run Operations Manager is located in a time zone other than the time zone set on the server, you will notice the difference; for example:
•Status "as of" the current date and time will not display your local time and time zone and may not match your local date.
•Dates and times shown for previous events are recorded (and displayed) with the server time stamp, which is offset from your local time.
There are no settings that you can change on the client, to affect the time zone displayed by Operations Manager. However, you can obtain information about the time zone acronyms and offsets used by Operations Manager in Release Notes for Cisco Unified Operations Manager 2.0. You can view the release notes on Cisco.com.
How Are Phone Counts Displayed in Fault Monitor, Diagnostics Views, and Reports?
The total physical phone count may be displayed differently in some reports and pages in Operations Manager. Table 1-5 describes how phone lines display in Operations Manager.
Table 1-5 Phone Count Display
Device Management: Summary
Total Phones shows the total number of unique physical phones in the managed network. The count does not include multiple lines for the same phones.
When you click on the number, it launches a report that shows multiline phones with comma-separated extensions in the same row.
Reports: All IP Phones/Lines
Shows all audio phone lines in the network in a report. Multiline phones are represented by different rows and records.
Reports > Audio or Video IP Phones/Lines
Shows all audio or video phone lines in the network (in Operations Manager user interface) in a report. Multiline phones are represented by different rows and records.
Diagnostic Views portlets: Click to view all phones
Shows all phone lines in the network in a report. Multiline phones are represented by different rows and records.
Cluster View: Summary Panel
Registered phone count indicates the total number of unique physical phones registered in the selected cluster.
Unregistered phone count indicates the total count of unique physical phones unregistered in selected cluster.
Using Displays and Reports
Operations Manager presents information in displays and reports. The displays and reports usually use tables to format the information. The tables help you to handle information by providing the following features. Depending on the report, the features available in each report may vary:
•Filter—You can manipulate how data is displayed based using filter parameters. Filter fields may change depending on the window. See Filtering Display Data, page 1-25.
•Search—You can search on a string of characters to locate an IP address or hostname.
•Sort—You can sort a display in the order you prefer by clicking any clickable column heading. See Paging and Sorting Displays and Reports, page 1-26.
•Page sizing—You can change the number of rows to view on a page. You must refresh the page in order to view the new page size.
•Direct page access (only in reports)—You can browse a report screen by screen or jump to any screen number in the range by entering a screen number.
Note A report can show up to 2,000 records. If more than 2,000 records exist and you need to access the additional records, you can export all records using the data export icon.
•Data export—You can export data from a display to a comma-separated values (CSV) file, a Portable Document Format (PDF) file, or both, depending upon the display that you are using. See the icon in Table 1-6. Some reports may not be exportable.
•Print-friendly format—You can format the display for a printer and print the result from the browser. Like the display, the print-friendly browser display includes a maximum of 1,000 records. See the icon in Table 1-6.
•Add unmanaged devices—From the Unmanaged Devices report you can add devices into the DCR.
•Refresh—Redisplays the table page. See the icon in Table 1-6.
•Clear—Returns the table display to its original state.
•Help—Access help page. See the icon in Table 1-6.
This section contains:
•Filtering Display Data, page 1-25
•Paging and Sorting Displays and Reports, page 1-26
•Viewing Data from Reports with Over 2,000 Records, page 1-26
•Exporting Data from a Display or Report, page 1-26
•Printing Displays or Reports, page 1-27
Filtering Display Data
Filters allow you to manipulate tables and displays to show information, based on your selected parameters. Display filter parameters vary, depending on the window.
After you use an event filter, the filter is applied to all of your views until you change the filter. Other users are not affected by your filter choices. When you close the display, your filters are removed. Filters do not affect severity icons in the view pane.
For details on filtering data in Fault Monitor, see Filtering Events or Devices, page 4-10.
Step 1 Click the filtering button in the tool button area at the top-right of the display.
You should click Reset if any data appears in the filter window.
Step 2 Enter the filter parameters.
You may be able to select from a selector, use wildcards, or select specific dates as your filter parameters.
Step 3 Click Apply Filter.
Step 4 Click Reset to start over and reenter new filter parameters.
Window Command Buttons
The command buttons in Table 1-6 may be available in various Operations Manager windows.
Table 1-6 Window Command Buttons
Refreshes data in each panel or table.
Reformats the displayed records into print-friendly format, and displays them in a new browser window.
Exports all data to either a CSV file or a PDF file.
Sets window preferences.
Accesses the help page for this display or report.
Paging and Sorting Displays and Reports
The sort order for any display or report is indicated by a triangle in the column heading. A triangle pointing down, indicates records in descending order, which is the default. A triangle pointing up, indicates records in ascending order.
To sort a display, click any blue column heading label.
The first time you click a column heading on a previously unsorted column, data in that column is sorted in descending order. If you click the column heading again, the records will be sorted in the reverse order.
When you sort a display or report, if there are more than 1,000 records available, all records are sorted, not just those that are displayed. The first 1,000 records are displayed after sorting. For the Events History display, the limit is 1,000 records.
Viewing Data from Reports with Over 2,000 Records
If more than 2,000 records exist, they cannot all be shown in a report. A message will be displayed to notify you when this is the case. If you want to see data for all of the records, you must export the data to a CSV or PDF file. See Exporting Data from a Display or Report, page 1-26.
You may be able to change which of the more than 2,000 records are displayed by sorting the report. See Paging and Sorting Displays and Reports, page 1-26.
Exporting Data from a Display or Report
Most displays and reports can be exported as CSV files and as PDF files. Exported data may differ depending on which deployment you have installed. For example, MSP deployments may display the Customer Name field.
Note To open a PDF file, you must have Adobe Acrobat Reader 4.0 or higher installed on your client system. However, you can save a file as a PDF file even if you do not have Acrobat Reader on your system.
To export data from a display or report:
Step 1 Click the data export icon located on the top-right side of the display or report. See the icon in Table 1-6.
If the Export to dialog box appears, select one of the following and click OK:
Step 2 Save the export file in one of the following ways:
•If you selected PDF and have Adobe Acrobat Reader installed on your client system, the PDF file opens. To save the PDF file, select File > Save as from the browser and follow the instructions to save the file.
•If you selected PDF and do not have Adobe Acrobat Reader installed, or if you selected CSV, follow the instructions to save the file.
If you use newer versions of Internet Explorer, the default settings for new security features can prevent file download windows from being displayed. For system requirements, see the Installation Guide for Cisco Unified Operations Manager.
If you have set the custom levels of security in Internet Explorer to medium or greater, the option automatic prompt to file download is disabled.
If you try to download data to a PDF or CSV file from Operations Manager to a client that does not have Adobe Acrobat Reader or Microsoft Excel installed, nothing happens. The PDF file or the spreadsheet is not displayed and you are not prompted to save the file.
To enable file download windows to display, do this on your desktop:
Step 1 In Internet Explorer, select Tools > Options.
Step 2 Select the Security tab and click Custom Level.
Step 3 Scroll to Downloads and for automatic prompt to file download, select Enable.
Printing Displays or Reports
Step 1 Click the printer icon located at the top-right side of the display or report. See the icon in Table 1-6.
A new browser window opens, displaying the data in print-friendly format.
Step 2 Print the display from the new browser window.
Selecting Objects and Groups
As you use Operations Manager, you will often need to select something (for example a device or a device group) before you can view information or complete a task. Groups and devices displayed in a selector differ, depending upon the application.
This topic explains what is displayed in the selectors, and how to use the selectors.
You can also search for specific objects or devices using the Search Tool.
See Using the Search Tool to Locate a Device, page 1-29 or Using the Search Tool to Locate a Phone, page 1-29 for details on searching.
CS@item-daily—Groups that are controlled by Common Services. Subgroups are System Defined and User Defined Groups.
These groups are different from the Operations Manager groups. These groups are available only in enterprise deployments.
System Defined Groups—The default grouping of devices in Common Services. System Defined groups cannot be deleted or edited.
For a description of each system defined group, see Working with System-Defined Groups, page 9-3.
OM@item-daily—Groups that are controlled by Operations Manager.
User Defined Groups—Groups that you can edit or create to reflect the way you manage the network.
Subgroups are System Defined, User Defined, and groups you create. See Understanding Operations Manager Groups, page 9-1.)
For multiple end-customer users, the Customers subgroup is also available. It contains a Default subgroup. You can create custom groups during device configuration. See Configuring Device Management, page 8-17
When you select the radio button for a group in the device selector, you select every device that is a member of the group. Figure 1-4 displays the Device Selector with All Devices Selected. You can see each device group lists the critical, warning, and informational events for each category.
Figure 1-4 Device Selector with All Devices Selected
Using the Search Tool
You can use the Search tool to:
•Locate a device. See Using the Search Tool to Locate a Device, page 1-29.
•Locate a phone. See Using the Search Tool to Locate a Phone, page 1-29.
Using the Search Tool to Locate a Device
To search for a specific device using the search field at the top of the view pane:
Step 1 Select the Device object type from the drop-down list.
Step 2 Enter a name or IP address or DNS name.
Step 3 Click the Arrow icon to begin the search.
Using the Search Tool to Locate a Phone
The following limitations exist for phone search:
•Phone search displays a maximum of 100 phones.
•If more than 100 phones are present, a warning message displays.
•If a matching phone is connected to a Communications Manager Express (CME) device (rather than CCM), then you must use the phone search tree to launch the tools for those phones that display under CME clouds.
To search for a specific phone:
Step 1 Select the Phone option from the drop-down list
Step 2 Enter the appropriate number for the phone (extension number, IP address, or MAC address).
The search allows wild card entries for all of these entries.
Step 3 Click the Arrow icon to run the search.
Understanding Your User Role
When you log in to Operations Manager, you enter the username and password assigned to you by a System Administrator. Your username is associated with either a CiscoWorks role or a Cisco Secure Access Control Server (ACS) role.
By default, CiscoWorks and ACS roles are the same, but an ACS administrator can edit the ACS roles. User roles control the functions that you are allowed to see and use. If you cannot locate a function in Operations Manager, the task is not permitted for the user role.
For more information, view the Permission Report to determine which tasks are permitted for each user role. To do this:
Select Administration > Server Administration (Common Services) > Server > Reports > Permission Report and click Generate Report.
You can also view the ACS report by logging into the ACS server and selecting Shared Profile Components. See the ACS online help for more information.
For more information, see these topics:
•Configuring Users (ACS and Local RBAC), page 20-27
•Using Operations Manager in ACS Mode, page 20-30
•Customizing User Roles, page 20-29
Responding to Security Alerts
The first time that you connect to the Cisco Unified Operations Manager server, you will see a Security Alert window displayed. You should install the self-signed security certificate. You should do this once, on each client system that you use to access Operations Manager.
If you see a Security Alert Window with a message that the certificate has expired, you should contact a user with System Administrator privileges to create a self-signed security certificate. You can then install it.
If you do not install the self-signed security certificate, you may not be able to access some Operations Manager application pages.
To install this certificate:
Step 1 Click the View Certificates button on the Security Alert window.
The Certificate window is displayed.
Step 2 Install the certificate as follows:
a. Click the Install Certificate button.
The Certificate Import Wizard window is displayed.
b. Follow the instructions provided by the Certificate Import wizard.
Responding to Messages About Device Limits
If you exceed your server's device limit, Operations Manager will continue to work, but it will not allow you to import any more devices.
Note For evaluation licenses, Operations Manager phone count is 1,000 and the device limit is 300. If you have purchased licenses for more than 1,000 phones, then device limit is 2,000.
What happens next depends on whether you use automatic synchronization between the Device and Credentials Repository (DCR) and the Operations Manager inventory, or you add DCR devices to the Operations Manager inventory individually:
•Manual synchronization with DCR—When you use the Device Selector page to move devices from the DCR into Operations Manager, Operations Manager will display a message warning you that you cannot import any more devices (see Understanding the Device and Credentials Repository, page 8-6).
•Automatic synchronization with DCR—You will notice that devices do not appear on the Operations Manager pages. You can check the license log for more information (see Accessing and Deleting Log Files, page 20-20).
For information about device-based licensing, see Installation Guide for Cisco Unified Operations Manager.