Installation Guide for Cisco Unified Service Monitor 2.3
Installing, Uninstalling, and Upgrading Service Monitor
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Installing, Uninstalling, and Upgrading Service Monitor

Table Of Contents

Installing, Uninstalling, and Upgrading Service Monitor

Preparing to Install Service Monitor

Preparing the Server

Gathering Information to Provide During Installation

Ensuring That Required Ports Are Free

NTP Configuration Notes

Installing Cisco Unified Service Monitor

Starting Cisco Unified Service Monitor

Preparing to Upgrade to Service Monitor 2.3

Upgrade Paths

Third Party Tools and Software Changes

Backing Up Service Monitor Files and Database

Understanding the Effect an Upgrade Has on Your Data

Manually Recording Dial Plan Configuration Data from Service Statistics Manager

(Optional) Planning for Data Migration and Migrating Call Data Before the Upgrade

Deleting Cisco 1040 Configuration Files from TFTP Servers

Preventing Extra Processing After Upgrade

Configuring NTP

Upgrading to Service Monitor 2.3

Adding Service Monitor to Unified Communications Manager

Performing Post-Upgrade Configuration for Cisco 1040s

Sample Cisco 1040 Sensor Configuration Files

Uninstalling and Reinstalling Service Monitor

Uninstalling Service Monitor

Reinstalling Service Monitor

Configuring Your System for SNMP Queries


Installing, Uninstalling, and Upgrading Service Monitor


This section contains the following topics:

Preparing to Install Service Monitor

Installing Cisco Unified Service Monitor

Starting Cisco Unified Service Monitor

Preparing to Upgrade to Service Monitor 2.3

Upgrading to Service Monitor 2.3

Uninstalling and Reinstalling Service Monitor

Configuring Your System for SNMP Queries

Preparing to Install Service Monitor

To ensure a successful Service Monitor installation, do the following before you install Cisco Unified Service Monitor (Service Monitor):

Make that your hardware and software meet the requirements for the server. See Server Requirements, page 1-2.

Prepare the Service Monitor server for installation. See Preparing the Server.

Ensure that the ports that Service Monitor and Common Services use are not being used. See Ensuring That Required Ports Are Free.

Gather information that you might need to provide during the Service Monitor installation. See Gathering Information to Provide During Installation.

Preparing the Server


Note The system that you use for your Service Monitor server should meet all the security guidelines that Microsoft recommends for Windows 2003 Server. See the NSA website for security guidance (http://www.nsa.gov/ia/guidance/security_configuration_guides/operating_systems.shtml#microsoft).

Specifically, the TCP/IP stack should be hardened to avoid denial of service attacks. Refer to the section "Security Consideration for Network Attacks" on page 103 of the The Windows Server 2003 - Security Guide, v2.1 which can be downloaded from the NSA website.


Service Monitor is already installed on a server when you install Operations Manager. To activate Service Monitor on such a server, register your PAK on Cisco.com and install the license file for Cisco Unified Service Monitor. (See Licensing, page B-1.)

Before installing, reinstalling, or upgrading Service Monitor, do the following:

Verify that the Primary and Active regional settings on your Windows system are set to either US English or Japanese. Other options are not supported by Service Monitor.

You can set the Active regional settings in Control Panel > Regional and Language Options > Regional Options.

Set the correct date and time on the system. For more information, see Time Zone and Acronyms and Offset Settings in Release Notes for CiscoWorks Common Services 3.2 at this URL: http://www.cisco.com/en/US/docs/net_mgmt/ciscoworks_common_services_software/3.2/release/notes/cs32rel.html#wp55504

Verify that the drive that you choose to install Service Monitor on is an NTFS file system.

Verify that the fully qualified domain name of the system on which Service Monitor is installed is Domain Name System (DNS) resolvable. The IP address must be resolvable to the DNS, and the DNS must be resolvable to the IP address (forward and reverse lookup, in DNS terms). To check name resolution on the Service Monitor server, in a command prompt, run the command NMSROOT\bin>smNameRes.exe.


Note NMSROOT is the directory where Service Monitor is installed on your system. If you selected the default directory during installation, it is C:\PROGRA~1\CSCOpx.


Disable the virus scan software on your system. You can restart it after the installation is complete.

Disable Cisco Security Agent if it is running on your system. You can restart it after the installation is complete.

Close all open or active programs. Do not run other programs during the installation process.

Do not install Service Monitor on:

A Primary Domain Controller (PDC) or Backup Domain Controller (BDC).

An Advanced Server with terminal services enabled in application server mode.

You must install Service Monitor on a system with a static IP address.

You can perform these tasks either before or after you complete the installation:

Configure the Service Monitor server to use the same NTP server that Unified Communications Manager uses. See NTP Configuration Notes.

Obtain the license file or files for Service Monitor. See Licensing, page B-1.

Read through the following installation notes:

Service Monitor is installed in the default directory: SystemDrive:\Program Files\CSCOpx

Where, SystemDrive is the Windows operating system installed directory.

If you select another directory during installation, the application is installed in that directory.

The destination folder should not contain the following special characters:

! @ # $ % ^ & * ( ) + | } { " [ ] ; ' / ? < > , . ` =

If errors occur during installation, check the installation log file in the root directory on the drive where the operating system is installed. Each installation creates a new log file; for example:

C:\Ciscoworks_install_YYYYMMDD_hhmmss.log, where YYYYMMDD denotes the year, month and date of installation and hhmmss denotes the hours, minutes and seconds of installation.

For example:

C:\Ciscoworks_install_20060721_182205.log

You can click Cancel at any time to end the installation. However, any changes to your system will not be undone.

For example, if any new files were installed or if they were any changes to the system files, you need to manually clean up the installation directories.

To monitor Service Monitor using a third-party SNMP management tool, see Configuring Your System for SNMP Queries.

Gathering Information to Provide During Installation

During installation, you will need to set passwords for various user accounts and for the database. For more information about the user accounts and for password rules, see Password Information, page A-7. You might need to supply mail settings—such as HTTPS port—and security certificate information. For more information, see User Inputs for Installation, Reinstallation, and Upgrade, page A-1. You will also need to supply the license file location or select Evaluation only. For more information, see Licensing, page B-1.

Ensuring That Required Ports Are Free

The ports that Service Monitor and Common Services use must be free. For a list of ports, see Port Usage, page 1-7.

NTP Configuration Notes

The clocks on Service Monitor and Unified Communications Manager servers must be synchronized for Service Monitor reports to include complete and up-to-date information and accurately reflect activity during a given time period. These notes offer a starting point and do not provide complete instructions for configuring NTP.

To get started:

1. Talk with your Unified Communications Manager administrators to determine the time server with which Service Monitor should synchronize. You might find Cisco IP Telephony Clock Synchronization: Best Practices, a white paper on Cisco.com, useful; read it at this URL: http://cisco.com/en/US/products/sw/voicesw/ps556/prod_white_papers_list.html.

2. Use your system documentation to configure NTP on the Windows Server 2003 system where Service Monitor will be installed. Configure NTP with the time server being used by Cisco Unified Communication Managers in your network. You might find How to configure an authoritative time server in Windows Server 2003, useful; look for it at this URL: http://support.microsoft.com/kb/816042.


Note This website is Copyright © 2010, Microsoft Corporation.


We also recommend that you configure your NAMs to use the same NTP server that Unified Communications Manager instances use.

Installing Cisco Unified Service Monitor

To ensure that your system is ready for the installation, perform the necessary tasks in Preparing to Install Service Monitor.


Note Windows Management Instrumentation (WMI) services must not run during installation; WMI services can lock processes and cause the installation to terminate unexpectedly. The installation procedure will notify you if WMI services are running and ask permission to stop the services and restart them after installation completes.



Note Cisco recommends that you do not terminate the installation while it is running.



Step 1 As the local administrator, log in to the machine on which you will install the Service Monitor software, then do one of the following:

Click the Cisco_Unified_ServiceMonitor_2.3_with_Common_Services_3.2.exe that you obtained through the eDelivery system.

Insert the Service Monitor CD into the CD-ROM drive.


Note Whether or not you can use the eDelivery system depends on the order that you placed. For more information, see Obtaining a PAK, page B-4.


The Cisco Unified Service Monitor 2.3 Setup Program window opens.

Step 2 Read any messages and acknowledge them to continue:

If WMI Services are running on the system—A message is displayed stating that, for the installation to proceed, the script will stop WMI Services, complete the installation, and restart WMI Services. To continue, click Yes.

If IIS is detected (even if it is disabled)—A message is displayed. To avoid port conflict with IIS, click OK and in a later step you will be prompted to select an HTTPS port other than 443.

The Welcome window appears.

Step 3 Click Next. The Software License Agreement window appears.

Step 4 Select the I accept the terms of the license agreement radio button and click Next.

Step 5 The Licensing Information window appears.

Step 6 Select one of the following, and then click Next:

License File Location—Browse to enter the location.

Evaluation Only—You can complete the installation and then register the license file later.


Note For instructions on obtaining a license file, see Licensing Process, page B-4.


The installation program checks the name lookup and DHCP. If a static IP address is not configured on your system, the DHCP-Enabled Network Adapters dialog box appears. Click Yes.

If you are installing on a virtual machine with a dynamic MAC address, another warning message will be displayed. Click Yes. (Although you can complete the installation, Service Monitor will not be functional. For more information, see VMware Guidelines, page 1-4.)

The Setup Type window appears.

Step 7 Select one of the following radio buttons:

Typical—To install Service Monitor 2.3 (and Common Services 3.2) while entering the least amount of input.

Custom—To install Service Monitor 2.3(and Common Services 3.2), select the destination directory, and enter passwords for user and database.

If you choose the Typical installation mode, the following information will be supplied for you for the Common Services installation: guest password, Common Services database password, Mail Settings, and self-signed certificate information. The remainder of this procedure is written for a Typical installation.

If you choose the Custom installation mode, you will be prompted to enter the above information during the installation process.

Step 8 Click Next. The Select Components window appears.

Step 9 Select all radio buttons. Click Next.

The installation program checks dependencies and system requirements. The System Requirements window displays the results of the requirements check and advises whether the installation can continue. One of the following might occur:

If there is not enough disk space for the installation, or the correct operating system is not present, or the minimum required RAM is not available, the installation program displays an error message and stops.

If your system has less than 4 GB of RAM, you can continue with the installation after reading this message:

WARNING: System memory is less than the requirement for Cisco Unified Service 
Monitor system to support high call volume. 
Please refer to Service Monitor documentation for more details and upgrade the 
memory to at least 4GB if you have high call volume.

If your disk space is less than 73000 MB, you can continue with the installation after reading this message:

Current disk space <nnnn> MB is less than Recommended disk space 73000 MB and it 
may affect performance. 

Note The disk space displayed on the System Requirements window is the least amount you need to install and start Service Monitor. The Recommended disk space (see Table 1-1 on page 1-2) is the minimum space necessary to use Service Monitor.


If other minimum requirements are not met, the installation program displays an appropriate message and continues installing.

Step 10 Click Next. The Change Admin Password window appears:

a. Enter a password for the admin user, confirm, and click Next.


Note Note the password. You will need it to log in to Service Monitor until you have configured security and created other users.


The Enter System Identity Account Password window appears

b. Enter a System Identity Account password (and confirm), and click Next. The Create casuser dialog box appears.

c. Click Yes to continue with the installation.


NoteIf you selected the Custom installation mode, during this part of the installation you will be asked to enter the following information: guest password, Common Services database password, Mail Settings, and self-signed certificate information.

If you need to change the HTTPS port from 443 to another number, the Mail Settings information page will be displayed.


Step 11 The Summary window appears, displaying the current settings. Click Install. As the installation proceeds, additional informational messages are displayed.

Step 12 Click OK on additional messages as they are displayed to ensure that the installation progresses:

You will see a dialog box with the following message displayed:

Before you reboot this system, configure automatic time synchronization on it using 
NTP. Configure this system to use the time server that is used by Cisco Unified 
Communications Managers in your network.

For more information, see NTP Configuration Notes.

If Windows SNMP service is not installed on your system, you will see this message:

Windows SNMP service is not installed on your system. This installation will continue. 
To install support for system application and host resources MIBs, you must install 
the Windows SNMP service, using Add/Remove Programs from the Control Panel.

If you installed Service Monitor for evaluation only, you will see this message:

Please obtain a valid license key from Cisco.com within 90 days.

A Restart window appears. The Yes, I want to restart my computer now radio button is selected.

Step 13 Click Finish. (You must restart your computer before you start Step 14.)

Step 14 After the installation completes:

a. Verify that Service Monitor was installed correctly by starting Service Monitor. See Starting Cisco Unified Service Monitor.

b. Exclude the NMSROOT\databases directory from virus scanning. Problems can arise if database files are locked because of virus scanning.


Note NMSROOT is the directory where Service Monitor is installed on your system. If you selected the default directory during installation, it is C:\Program Files\CSCOpx.



Starting Cisco Unified Service Monitor

Before starting Service Monitor, do the following:

Ensure that you restarted your system after you completed the installation or upgrade to
Service Monitor 2.3.

Disable any popup blocker utility that is installed on your client system.


Note By default, SSL is not enabled in Common Services.



Step 1 Enter the appropriate address in your browser as follows:

If you upgraded to Service Monitor 2.3 and had previously enabled SSL in Common Services, type https://servername:port number where:

servername is the IP address or DNS name of the server where Service Monitor resides

port number is either 443 (the default) or the HTTPS port you entered during the upgrade. A login page is displayed.

If SSL is not enabled, type http://servername:171 where servername is the IP address or DNS name of the server where Service Monitor resides. A login page is displayed.

Step 2 Enter a username and password. If you do not have a username, you can do the following:

Enter admin for the user ID.

Enter the password that you entered for the admin user during installation and press Enter.

The Service Monitor home page appears.


Preparing to Upgrade to Service Monitor 2.3

This section contains the following information:

Upgrade Paths

Third Party Tools and Software Changes

Backing Up Service Monitor Files and Database

Understanding the Effect an Upgrade Has on Your Data

Manually Recording Dial Plan Configuration Data from Service Statistics Manager

(Optional) Planning for Data Migration and Migrating Call Data Before the Upgrade

Deleting Cisco 1040 Configuration Files from TFTP Servers

Preventing Extra Processing After Upgrade

Configuring NTP

Upgrade Paths

You can upgrade to Service Monitor 2.3 directly from Service Monitor 2.1 or Service Monitor 2.2 only. To save existing call data so that you can continue to run reports against it, you must migrate the call data before you start the upgrade. For more information, see (Optional) Planning for Data Migration and Migrating Call Data Before the Upgrade.

During the upgrade, configuration data—TFTP servers, trap receivers, credentials, and so on—is automatically migrated.


Note Direct upgrade from releases prior to Service Monitor 2.1 is not supported.


When you upgrade to Service Monitor 2.3:

From Service Monitor 2.1, Common Services upgrades to release 3.2. For more information, see Third Party Tools and Software Changes.

From Service Monitor 2.2, Common Services and third-party product versions do not change.

Third Party Tools and Software Changes


Note This section is applicable only if you are upgrading from Service Monitor 2.1.


The following third party components are removed and replaced with open source components in Common Services 3.2:

Visigenics, which was used for CORBA communication, is replaced with JACORB.

Tibco which was used for event services, is replaced with ActiveMQ.

The following component upgrade is performed in Common Services 3.2:

Sybase ASA is upgraded to version 10.0.1 from 9.x.

Java Runtime Environment (JRE) is upgraded to JRE 1.5.0_1; Java Plug-in 1.6.0_05 is provided.

Backing Up Service Monitor Files and Database

The upgrade procedure does not back up your system. You should perform a backup before you upgrade.


Step 1 Back up the Service Monitor database:

a. Log in to the system where Service Monitor is installed.

b. Stop the daemon manager using this command:

net stop crmdmgtd


c. From NMSROOT\databases\qovr, copy the files qovr.db and qovrx.log to a tape, an external drive, or a network directory (not a local directory). Doing so ensures data integrity in case of hardware failure and ensures that backup data does not exhaust local disk space.

d. Restart the daemon manager using the following command:

net start crmdmgtd


Note To restore the database, perform steps 1a and 1b, restore the saved files, and perform step 1d.


Step 2 Back up Service Monitor configuration data using the CiscoWorks backup:

a. Click CiscoWorks in the upper-right corner of the window. The CiscoWorks home page opens.

b. Click the Help button and follow the instructions for backing up and restoring data.


Note You must restore the Service Monitor configuration data and additionally restore the database.



To restore both the Service Monitor database and configuration data requires two steps: restoring the database manually and restoring the configuration data (using the procedures referenced in Step 2 b).

Understanding the Effect an Upgrade Has on Your Data

To migrate report data (also know as call data), you must run the call migration tool before you start the upgrade to Service Monitor 2.3. For more information, see (Optional) Planning for Data Migration and Migrating Call Data Before the Upgrade.

When you upgrade to Service Monitor 2.3:

Service Monitor configuration data—such as credentials and threshold settings—is retained.

Common Services data is retained.


Note If you are upgrading from Service Monitor 2.1, the Common Services release version upgrades to 3.2. For more info, see Third Party Tools and Software Changes.


Manually Recording Dial Plan Configuration Data from Service Statistics Manager


Note This information is important if you are upgrading to Service Monitor 2.3 and you have Service Statistics Manager in your network.


Service Monitor 2.3 is interoperable with Operations Manager 2.3 and Service Statistics Manager 1.3. Call classification configuration—call categories and dial plans—is introduced in Service Monitor 2.3 and is no longer present in Service Statistics Manager 1.3.


Caution When you upgrade to Service Statistics Manager 1.3, call configuration data is lost.

Before you perform an upgrade, take screenshots or otherwise manually record the dial patterns, gateway codes, toll-free numbers, and service numbers that are configured in Service Statistics Manager 1.2. Save the screenshots or notes that you take to use as a reference when you configure call classification in Service Monitor 2.3.


Note You must stop the Service Statistics Manager server before you upgrade to Service Monitor 2.3.


(Optional) Planning for Data Migration and Migrating Call Data Before the Upgrade

Migrating call data is optional. However, to keep the data, you must migrate it before you start the upgrade to Service Monitor 2.3. You can find the call migration tool in the zip file that contains the Service Monitor product on Cisco.com.


Note The README_QOVR_CMT.TXT. file that is included with the Call Migration Tool provides estimates of the time that data migration takes and the disk space it uses. It also explains the effect that running the tool has on Operations Manager and Service Statistics Manager, if they are installed in your network.



Step 1 Download the zip file (CUSM2_3.zip) that contains the Service Monitor product from Cisco.com. You can navigate there as follows:

a. Go to this URL: http://www.cisco.com/en/US/partner/products/ps6536/tsd_products_support_series_home.html.

b. If you have not already logged in to Cisco.com, log in.

c. Click the Download Software link.

d. Follow the online instructions to select Cisco Unified Service Monitor 2.3 and download the zip file.

Step 2 Extract the QOVR_CMT.zip file from the \install\CallMigrationTool folder in the CUSM2_3.zip file.

Step 3 Extract the README_QOVR_CMT.TXT file from the QOVR_CMT.zip file and use the information in it to plan for and execute the migration.


Deleting Cisco 1040 Configuration Files from TFTP Servers

We recommend that you delete existing Cisco 1040 configuration and binary image files from your existing TFTP servers before you perform the upgrade. Delete the following files:

Cisco 1040 Sensor configuration files: One QOVDefault.CNF file and a QoVMACAddress.CNF file for each Cisco 1040.

Binary image file: SvcMonAA2_nn.img

Preventing Extra Processing After Upgrade

If you are monitoring calls from Unified Communications Manager 5.x or later, you should consider that:

During the upgrade to Service Monitor 2.3, all processes are stopped. Service Monitor is not available to receive data files from Unified Communications Manager 5.x or later.

After the upgrade completes:

Unified Communications Manager sends all backlogged data files to Service Monitor; this takes time.

Service Monitor drops old files.

To avoid this processing, before you upgrade, you can:

Prevent Unified Communications Manager 7.x and later from sending backlogged data. To do so, edit the billing server and uncheck the Resend on Failure check box. For more information, see Unified Communications Manager Configuration in User Guide for Cisco Unified Service Monitor 2.3.

For Unified Communications Manager software releases earlier than 7.x, prevent them from sending data by deleting the Service Monitor Application Billing Server from Unified Communications Manager and restarting the CDR Repository Manager service. See Removing Service Monitor from Unified Communications Manager. You can add Service Monitor to Unified Communications Manager and restart the CDR Repository Manager service again after the upgrade completes.

Removing Service Monitor from Unified Communications Manager

This procedure is recommended if you are performing an upgrade to Service Monitor 2.3 and you are monitoring calls from Unified Communications Manager 5.x or 6.x.


Note You can configure Unified Communications Manager 7.x and later to not resend data on failure. For more information, see Unified Communications Manager Configuration in User Guide for Cisco Unified Service Monitor 2.3.



Step 1 Launch Unified Communications Manager Serviceability.

Step 2 Select Tools > CDR Management.

Step 3 Scroll down to Billing Applications Server Parameters and look for the Service Monitor server that you want to upgrade. You can identify the server from entries in the Hostname/IP Address and User Name columns; (smuser will be displayed in the User Name column).

Step 4 Select the check box for the Service Monitor server that you will upgrade.

Step 5 Click Delete Selected.

Step 6 Restart the CDR Repository Service:

a. From Unified Communications Manager Serviceability, select Tools > Control Center - Network Services.

b. From the list of servers, select the publisher.

c. Scroll down to CDR Services.

d. Select the Cisco CDR Repository Manager radio button.

e. Click the Restart button.


Configuring NTP

If you plan to add Unified Communications Managers to Service Monitor and have not already configured the Service Monitor server to use NTP, do so before or after you upgrade. For more information, see NTP Configuration Notes.

Upgrading to Service Monitor 2.3

Before you perform the upgrade, you must:

Disable the virus scan software on your system. You can restart it after the upgrade is complete.

Disable Cisco Security Agent if it is running on your system. You can restart it after the upgrade is complete.

If you run Service Statistics Manager in your network:

1. Record call classification data from Service Statistics Manager; (see Manually Recording Dial Plan Configuration Data from Service Statistics Manager.)

2. Stop the Service Statistics Manager server.


Note After you upgrade to Service Monitor 2.3, you must configure dial plans in Service Monitor and then upgrade to Service Statistics Manager 1.3.


Complete all necessary tasks in Preparing to Upgrade to Service Monitor 2.3. Remember:

The upgrade procedure does not perform a backup prior to copying and installing new files on your system. To perform a backup, see Backing Up Service Monitor Files and Database.

To retain report data, you must run the Call Migration Tool before you start this upgrade. For more information, see (Optional) Planning for Data Migration and Migrating Call Data Before the Upgrade.


Note Immediately after you upgrade, Cisco 1040s are unable register to Service Monitor until you complete the tasks listed in Performing Post-Upgrade Configuration for Cisco 1040s.



Step 1 As the local administrator, log in to the machine on which Service Monitor 2.1 or Service Monitor 2.2 is installed, then do one of the following:

Click the Cisco_Unified_ServiceMonitor_2.3_with_Common_Services_3.2.exe that you obtained through the eDelivery system.

Insert the Service Monitor CD into the CD-ROM drive.


Note Whether or not you can use the eDelivery system depends on the order that you placed. For more information, see Obtaining a PAK, page B-4.


The Cisco Unified Service Monitor 2.3 Setup Program window opens.

Step 2 Read any messages and acknowledge them to continue:

If WMI Services are running on the system—A message is displayed stating that, for the installation to proceed, the script will stop WMI Services, complete the installation, and restart WMI Services. To continue, click Yes.

If IIS is detected (even if it is disabled)—A message is displayed. To avoid port conflict with IIS, click Yes and in a later step you will be prompted to select an HTTPS port other than 443.

A message explains that a database backup will not be performed. (You should perform one before you upgrade.) To continue, click OK.

The Welcome window appears.

Step 3 Click Next. A dialog appears explaining that call data will be lost if you continue without running the Call Migration Tool. (To run the Call Migration Tool, exit the installation and see (Optional) Planning for Data Migration and Migrating Call Data Before the Upgrade.)

Step 4 Click Yes to continue. The Software License Agreement window appears.

Step 5 Select the I accept the terms of the license agreement radio button and click Next.

Step 6 The installation program checks the name lookup and DHCP. If a static IP address is not configured on your system, the DHCP-Enabled Network Adapters dialog box appears. Click Yes.

The Setup Type window appears.

Step 7 Select one of the following radio buttons:

Typical—To upgrade to Service Monitor 2.3 (and Common Services 3.2) while entering the least amount of input.

Custom—To upgrade to Service Monitor 2.3 (and Common Services 3.2) and enter data that is otherwise entered automatically for you.


Note For more information, see Understanding the Effect an Upgrade Has on Your Data.


If you choose the Typical installation mode, the following information will be supplied for you by the installation process: guest password, Common Services database password, Mail Settings, and self-signed certificate information.

If you choose the Custom installation mode, you will be prompted to enter the above information during the upgrade process.

Step 8 Click Next. The Select Applications window appears.

Step 9 Select all radio buttons and click Next. The installation program checks dependencies and system requirements.

The System Requirements window displays the results of the requirements check and advises whether the installation can continue. One of the following might occur:

If there is not enough disk space for the installation or the minimum required RAM is not available, the installation program displays an error message and stops.

If your system has less than 4 GB of RAM, but meets the minimum requirement, you can continue with the installation after reading this message:

WARNING: System memory is less than the requirement for Cisco Unified Service 
Monitor system to support high call volume. 
Please refer to Service Monitor documentation for more details and upgrade the 
memory to at least 4GB if you have high call volume.

If your disk space is less than 73000 MB, you can continue with the installation after reading this message:

Current disk space <nnnn> MB is less than Recommended disk space 73000 MB and it may 
affect performance. 

The disk space displayed on the System Requirements window is the least amount you need to install and start Service Monitor. The Recommended disk space (see Server and Client System Requirements, page 1-2) is the minimum space necessary to use Service Monitor.

If other minimum requirements are not met, the upgrade program displays an appropriate message and continues installing.

Step 10 Click Next. If IIS was detected on your system and you selected to change the default HTTPS port (see Step 2), the Mail Settings window appears:

a. Enter the HTTPS port number (defaut is 443), e-mail address, and SMTP server. (If IIS is on your system, enter an HTTPS port number other than 443 to avoid port conflict.)

b. Click Next.

The Change casuser Password window appears.

Step 11 Enter the password, confirm it, and click Next. The Summary window appears, displaying the current settings.

Step 12 Click Install. The upgrade proceeds for some time before requiring input again.

If you are upgrading from Service Monitor 2.1:

a. the Common Services (cmf) and Service Monitor (qovr) databases are upgraded to a later Sybase version. All data in the Common Services database is preserved. Configuration data is preserved in the Service Monitor database. Before the Service Monitor database is upgraded, a message is displayed.

b. You must click OK before the upgrade can continue.

Step 13 Click OK on additional messages as they are displayed to keep the upgrade progressing:

If Windows SNMP service is not installed on your system, you will see this message:

Windows SNMP service is not installed on your system. This installation will continue. 
To install support for system application and host resources MIBs, you must install 
the Windows SNMP service, using Add/Remove Programs from the Control Panel.

Click OK. (For more information, see Configuring Your System for SNMP Queries.)

A dialog box with the following message might be displayed:

Before you reboot this system, configure automatic time synchronization on it using 
NTP. Configure this system to use the time server that is used by Cisco Unified 
Communications Managers in your network.

Click OK. (For more information, see NTP Configuration Notes.)

Step 14 A final window is displayed. Select the Yes I want to restart my computer radio button and click Finish.

Step 15 After you restart your computer:

a. Verify the upgrade by starting Service Monitor. See Starting Cisco Unified Service Monitor.

b. Complete the tasks listed in Performing Post-Upgrade Configuration for Cisco 1040s. Cisco 1040s do not register to Service Monitor until you complete this step.

c. If you deleted a Service Monitor Application Billing Server from Unified Communications Manager 5.x or later, add it. See Adding Service Monitor to Unified Communications Manager.

d. If you entered a new password or allowed the installation program to generate a random password for casuser, see Fixing Problems That Can Occur After You Change Passwords, page A-7.


Note After upgrade, logging settings are returned to their default values. As a result, only error messages are written to Service Monitor log files. If you need additional information in your log files to help you debug a problem, update your logging settings. For more information, see Service Monitor online help.



Adding Service Monitor to Unified Communications Manager

If you removed a Service Monitor Application Billing Server from Unified Communications Manager before upgrading, add the Service Monitor Application Billing Server to Unified Communications Manager.


Note Perform this task on Unified Communications Manager version 5.x and later only. Perform this task only while Service Monitor is up and running.



Step 1 Launch Unified Communications Manager Serviceability.

Step 2 Select Tools > CDR Management.

Step 3 Scroll down to Billing Applications Server Parameters and click Add New.

Step 4 Enter data in the following fields:

Host Name / IP Address—Enter the IP address of the system where Cisco Unified Service Monitor is installed.

User Name—Enter smuser.


Note Do not enter any username other than smuser.


Password—Enter a password. The default password is smuser. To change this password:

Change it in Service Monitor first. (Select Configuration > Other Settings. For more information, see online help.)

Enter the same password that you entered for smuser while configuring other settings in Service Monitor.


Note If you changed the password in Service Monitor and Unified Communications Manager does not immediately accept the new password, wait one minute and enter the new password again.


Select SFTP Protocol.

Directory Path—Enter /home/smuser/.


Note Do not enter any directory path other than /home/smuser.


Step 5 Click Add. In some cases, for CDR/CMR files to be delivered to a newly added billing server, you must first restart the CDR Repository Management Service:

a. From Unified Communications Manager Serviceability, select Tools > Control Center - Network Services.

b. From the list of servers, select the publisher.

c. Scroll down to CDR Services.

d. Select the Cisco CDR Repository Manager radio button.

e. Click the Restart button.


Performing Post-Upgrade Configuration for Cisco 1040s

This section provides the minimum steps required to enable Cisco 1040s to register with Service Monitor 2.3. For complete configuration procedures, including how to add NAMs and Unified Communications Managers to Service Monitor, see the configuration checklists in User Guide for Cisco Unified Service Monitor.


Step 1 Start Service Monitor. See Starting Cisco Unified Service Monitor.

Step 2 Configure the default configuration file:

a. Select Configuration > Cisco 1040 > Setup. The Setup page appears.

b. Update the Default Configuration to TFTP Server fields:

Image Filename—Enter SvcMonAB2_102.img.

Primary Service Monitor—Enter an IP address or DNS name.

Secondary Service Monitor—(Optional) Enter an IP address or DNS name.


Note Occasionally, updated binary image files might be released. For the names of supported binary image files, see Cisco Unified Service Monitor 2.3 Compliance Matrix.


c. Click OK. Service Monitor stores the default configuration file locally and copies it to the TFTP servers that are configured in Service Monitor.

d. Copy the binary image file, SvcMonAB2_102.img, from NMSROOT\ImageDir on the Service Monitor server to the root location on the TFTP server. (NMSROOT is the directory where Service Monitor is installed; its default location is C:\Program Files\CSCOpx.)

e. Verify that the newly created QOVDefault.CNF file is on the TFTP server. If it is not, upload it to the root location on the TFTP server from the Service Monitor image file directory, NMSROOT\ImageDir. For examples of the configuration files, see Sample Cisco 1040 Sensor Configuration Files.


Note If you use Unified Communications Manager as a TFTP server, Service Monitor cannot copy configuration files to Unified Communications Manager due to security settings on the latter. You will need to manually upload the configuration file as described in Step 2e. After uploading the configuration file, reset the TFTP server on Unified Communications Manager. For more information, see Unified Communications Manager documentation.


Step 3 Wait a few minutes and verify that Cisco 1040s have registered to Service Monitor. If they have not, reset the Cisco 1040s by disconnecting them from power and connecting them again.


Warning Before disconnecting a Cisco 1040 Sensor, read the regulatory compliance and safety information in Quick Start Guide for Cisco 1040 Sensor.



Sample Cisco 1040 Sensor Configuration Files

Service Monitor creates these files when you edit the configuration through the user interface and when a Cisco 1040 uses the default configuration file to register. These samples are provided to enable you to confirm that the contents of a sensor configuration file are correct.


Note Always use the Service Monitor user interface to edit sensor configuration files to ensure that Service Monitor functions properly. Do not edit Cisco 1040 Sensor configuration files on the TFTP server.


Default 1040 Sensor Configuration File—QOVDefault.CNF

In the default configuration file, the ID, A000, is a placeholder; an IP address or alternatively a DNS name is provided for the Receiver. The last updated data and time represent the last time that the default configuration was updated from the Service Monitor user interface.

Receiver=10.92.99.22;;
ID=A000
Image=SvcMonAB2_102.img
LastUpdated=11_16_2010-6_59_46.78
CDPGlobalRunState=true
SyslogPort=UDP:5666
SkinnyPort=TCP:2000

MAC-Specific 1040 Sensor Configuration File—QOV001120FFCF18.CNF

In a MAC-specific configuration file, the default ID, A000, has been replaced by the sensor MAC address; the receiver DNS name is included, although an IP address could appear instead. The last updated date and time represent the last time that the configuration file was updated; this could be when the sensor registered with Service Monitor or when a user edited the configuration file from the Service Monitor user interface.

Receiver=qovr-weekly;;
ID=001120FFCF18
Image=SvcMonAB2_102.img
LastUpdated=11_13_2010-4_3_57.578
CDPGlobalRunState=true
SyslogPort=UDP:5666
SkinnyPort=TCP:2000

Uninstalling and Reinstalling Service Monitor

This section contains the following:

Uninstalling Service Monitor

Reinstalling Service Monitor

Uninstalling Service Monitor


Caution You must use the Cisco Unified Service Monitor uninstallation program to remove Service Monitor from your system. If you try to remove the files and programs manually, you can seriously damage your system.

Use this procedure to uninstall Service Monitor.


Step 1 As the local administrator, log in to the system on which Service Monitor is installed, and select Start > All Programs > Cisco Unified Service Monitor > Uninstall Cisco Unified Service Monitor to start the uninstallation process.


Note If WMI Services are running on the system, a message is displayed stating that, for the uninstallation to proceed, the script will stop WMI Services, complete the uninstallation, and restart WMI Services. To continue, click Yes.


The Uninstallation window appears, listing the components available for uninstallation.

Step 2 Select all check boxes. Click Next. The Setup window appears, displaying the components you have selected to uninstall.

Step 3 Click Next. Messages that show the progress of the uninstallation appear. The Uninstallation Complete dialog box appears. You must restart your server to complete the uninstallation process. (You can restart your server later by selecting another radio button.)

Step 4 Click Finish and restart your system.

Step 5 Delete any files that remain in the NMSROOT directory. NMSROOT is the directory where Service Monitor was installed; its default location is C:\Program Files\CSCOpx.


Reinstalling Service Monitor


Note To reinstall Service Monitor on a system with Operations Manager, you must reinstall both Operations Manager and Service Monitor; see Installation Guide for Cisco Unified Operations Manager (Includes Service Monitor).


The existing database is preserved when you reinstall Service Monitor. However, the reinstallation procedure does not perform a backup prior to copying and installing new files on your system. To perform a backup, see Backing Up Service Monitor Files and Database.

For information about passwords that you will be asked to set during reinstallation, see User Inputs for Installation, Reinstallation, and Upgrade, page A-1. Be sure to read Fixing Problems That Can Occur After You Change Passwords, page A-7.

Use this procedure to install Service Monitor 2.3 on a system where Service Monitor 2.3 is already installed.


Step 1 As the local administrator, log in to the machine on which you will reinstall Service Monitor, then do one of the following:

Click the Cisco_Unified_ServiceMonitor_2.3_with_Common_Services_3.2.exe that you obtained through the eDelivery system.

Insert the Service Monitor CD into the CD-ROM drive.


Note Whether or not you can use the eDelivery system depends on the order that you placed. For more information, see Obtaining a PAK, page B-4.


Step 2 Read any messages and acknowledge them to continue:

If WMI Services are running on the system—A message is displayed stating that, for the installation to proceed, the script will stop WMI Services, complete the installation, and restart WMI Services. Click OK.

A message is displayed stating that a database backup will not be performed. Click OK.

The Welcome window appears.

Step 3 Click Next. The Software License Agreement window appears.

Step 4 Select the I accept the terms of the license agreement radio button and click Next.

The installation program checks the name lookup and DHCP. The Setup Type dialog box appears.

Step 5 Select the Typical radio button and click Next. The Select Applications window appears.

Step 6 Select all radio buttons. Click Next.

The installation program checks dependencies and system requirements.

The System Requirements window displays the results of the requirements check and advises whether the installation can continue. One of the following might occur:

If there is not enough disk space for the installation, the installation program displays an error message and stops.

If your system has less than 4 GB of RAM, you can continue with the installation after reading this message:

WARNING: System memory is less than the requirement for Cisco Unified Service 
Monitor system to support high call volume. 
Please refer to Service Monitor documentation for more details and upgrade the 
memory to at least 4GB if you have high call volume.

If your disk space is less than 73000 MB, you can continue with the installation after reading this message:

Current disk space <nnnn> MB is less than Recommended disk space 73000 MB and it may 
affect performance. 

Note The disk space displayed on the System Requirements window is the least amount you need to install and start Service Monitor. The Recommended disk space (see Table 1-1 on page 1-2) is the minimum space necessary to use Service Monitor.


If other minimum requirements are not met, the installation program displays an appropriate message and continues installing.

Step 7 Click Next. The Change casuser Password window appears.

Step 8 Enter and confirm a password or click Next to have the system generate a random password for you. The Summary window appears, displaying the current settings.

Step 9 Click Install.

Step 10 The Summary window appears, displaying the current settings.

Step 11 Click Install. The reinstallation proceeds and the Setup Complete window appears.

Step 12 Click Finish.


Configuring Your System for SNMP Queries

Service Monitor implements the system application MIB. If you want to use a third-party SNMP management tool to make SNMP queries against the server where Service Monitor is installed, Windows SNMP service must be installed.


Note To improve security, the SNMP set operation is not allowed on any object ID (OID) in the system application MIB. After installation of Service Monitor, you should modify the credentials for Windows SNMP service to not use a default or well-known community string.


You can install Windows SNMP service before or after you install Service Monitor. Use this procedure to determine whether Windows SNMP service is installed.


Step 1 Verify that Windows SNMP service is installed on the server where you will install Service Monitor. To do so:

a. Open the Windows administrative tool Services window.

b. Verify the following:

SNMP Service is displayed on the Windows administrative tool Services window; if so, Windows SNMP service is installed.

SNMP service status is Started; if so, SNMP service is running.

Step 2 If Windows SNMP service is not installed, install it.


Note Windows online help provides instructions for adding and removing Windows components, such as Windows SNMP service. To locate the instructions, try selecting the Index tab in Windows online help and entering a keyword or phrase, such as install SNMP service.