User Guide for Cisco Prime Unified Operations Manager
Using the Service Level View
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Using the Service Level View

Table Of Contents

Using the Service Level View

Understanding Service Level View

Accessing Service Level View

Understanding the Layout of the Service Level View

Working with the Map Display Pane

Starting the Connectivity Detail View

Working with the Connectivity Detail View

Service Level View Legend

Getting Event Details Using the Service Level View

Accessing Event Details Using the Service Level View

Viewing Devices and Clusters from Service Level View

Using the MGCP and APP Server Reports

Using the H323, SIP APP, or SRST Report

Using the Unmanaged Devices Report

Launching Service Level View Tools

Troubleshooting Service Level View


Using the Service Level View


These topics describe how to use the Service Level View:

Understanding Service Level View

Accessing Service Level View

Understanding the Layout of the Service Level View

Viewing Devices and Clusters from Service Level View

Troubleshooting Service Level View

Understanding Service Level View

Service Level View (SLV) displays a logical top-level view of your IP telephony implementations. For enterprise users, it displays your network cluster relationships using device name or IP address information on clouds.

For multiple end-customer view deployments, cluster relationships appear using customer group names on the clouds. Your user roles specify what cluster information appears in the Service Level View.

This logical view focuses on call control relationships.

Service Level View shows Cisco Unified Communications Manager (Unified CM) and Unity Connection clusters, devices, route groups and route lists in the cluster. The relationships are displayed in a graphic view.

In case of non-gatekeeper controlled ICTs and SIP trunks, the device count shown in SLV Route List Cloud will include only the devices from the selected cluster. It will not include the trunk end point that belongs to other clusters. However, Route List portal shows the detailed report where trunk end point from other clusters will also be shown.

The Service Level View uses map-based displays. Use the map view to display a logical grouping of device groups and to organize what you want to see.

You can use the Service Level View to:

Display a logical or neighbor Service Level View of your IP telephony deployment. See Accessing Service Level View.

Search for phones and view a summary of the IP Communications devices displayed in the Service Level View. See Searching for Phones or Devices While in Service Level View and Map Display Pane—Summary View.

View and act on device events. See Viewing Service Quality Events Details.

Run other Cisco Prime UOM tools. See Launching Cisco Prime UOM Tools.

Launch administration pages for devices. See Launching Administration Pages for Devices.

Open a separate window using the Detach option to view maps at the cluster level. To access the Detach Fault Monitor, see Tools Selector in Fault Monitor.

Unified CM in Service Level View

When changing a Unified CM application's registration from one Unified CM cluster to another, you must remove the registration of the application to the old Unified CM cluster in both the application and the old Unified CM cluster.

If you do not do this, registration of the application with the old Unified CM cluster will continue to appear in the Service Level View in the Down state.

Unity Connection in Service Level View

In the group selector, Unity Connections that associated with Unified CMs are grouped under a new icon, Voice Mail.

The Unity Connection tool tip contains device information whether it belongs to a Unity Connection cluster and its alternative node.

Accessing Service Level View

You can access Service Level View in the following ways:

You can select the Service Level View tab, the Diagnostics view, or from the Tools menu.

Figure 5-1 shows an example of a Service Level View.


Understanding the Layout of the Service Level View

These topics provide details about the information in the Service Level View:

Working with the Map Display Pane

Starting the Connectivity Detail View

Service Level View Legend

Working with the Map Display Pane

The map display pane shows the registration status of IP telephony devices as well as the SRST status of SRST-enabled devices. This information is displayed in a map-based view.

You can navigate down to an object in the display pane by clicking the object. The devices under the object are then displayed. Depending on the object you select, the data may be displayed in a map-based view or a report page.

Figure 5-1 Service Level View of Enterprise Network

1

Map display pane. See Working with the Map Display Pane.

3

Search phone and results panel.

2

Summary View pane.

   

The top view shows Cisco Unified CM clusters (previously referred to as Call Manager clusters), and Cisco Unified Contact Center solution groups. If objects are excessively large, they are displayed in a report page when selected. For smaller objects, the IP telephony devices registered in the group, are displayed along with registration status.

In enterprise deployments, cluster clouds display the cluster name only. In multiple end-user deployments, cluster clouds display the Customer Name above the cluster name.

To view CME data with Cisco Unity Express associations, see the Diagnostics view for UCM Express Summary portlets.

If you hover over the Unified CM cluster cloud, the following details appear:

Customer Name (for multiple end-customer deployments only)

Cluster Name

Registered Phones

Unregistered Phones

Unknown Phones

Communication Managers

Devices

For Cisco Unified Contact Center, the top-level view displays only one Unified CCE cloud. This indicates that the system has a Unified CCE solution. When you navigate down on this cloud, the individual Unified CCEs appear again as clouds. Navigating down on these clouds, shows the individual devices with relevant information.

For Unity Connection clusters, the cluster-level view displays the Unity Connection devices grouped under the new icon, VOICEMAIL which is connected to a Unified CM (instead of APP SERVER as in the prior release).

If you hover over a Unity Connection device, the following details appear:

Customer Name (for multiple end-customer deployments only)

Name

IP Address

Capability

Status

Clustered (yes/no)

Role (subscriber/publisher)

Alternate Node (alternate node from the same UC cluster)

Unity Connection cluster running versions before 8.5 will not have the role information available as part of hover over tool tip (since this information is not exposed from the device side).

You can also see the neighbor connectivity of devices, by using the right-click menu. For every selected device, the next-hop devices that are physically connected, are displayed. See Starting the Connectivity Detail View.


Note To enlarge or reduce the size of the map display, use the size slider at the top of the pane. The size slider can be used in either the logical topology view, or the connectivity detail view.


If you hover over a device, the following details appear:

Customer Name (for multiple end-customer deployments only)

Name

IP Address

Capability

Status

Searching for Phones or Devices While in Service Level View

There are two ways to search for phones and devices while in Service Level View:

Search report panel—Searches for phones by domain name, IP address, or MAC address and for devices by domain name or IP address.

Phone search panel—Searches by phone (using phone extension, IP address or MAC address).

For multiple end-customer deployments, when using either phone search the customer information displays only when the phone search results are complete.

Accessing Other Tools

From within the map display pane, you can launch several Cisco Prime UOM tools, external applications, reports, and device administration pages.

To access these tools and applications, right-click on an object in the map display and the available options are displayed in a menu box. For details on starting the Cisco Prime UOM tools, see Launching Service Level View Tools.

Figure 5-1 provides an example of a Service Level View map display for enterprise deployments.

Table 5-1 Map Display Pane—Summary View

Fields
Description

Registered Phones

Phones registered with Cisco Prime UOM.

Unregistered Phones

Unregistered phones in Cisco Prime UOM.

Unknown Phones

Phones that Cisco Prime UOM cannot identity.

Devices

Lists the number of phones, devices, and clusters.

Clusters

Lists the number of clusters.


Starting the Connectivity Detail View

The Connectivity Detail View provides a Service Level View of the neighboring connectivity for the selected devices. For every selected device, the next-hop devices that are physically connected appear. By default the hop count is 1 and cannot be changed. Figure 5-2 show the Connectivity Detail View with the Tools menu selected for a device in the view.

Figure 5-2 Connectivity Detail View


Step 1 In the Map Display pane, right-click on the device for which you want to view the connectivity detail.

Step 2 From the menu, select Connectivity Details.

The Connectivity Detail View appears.

For details on the Connectivity Detail View, see Working with the Connectivity Detail View


Working with the Connectivity Detail View

You can use the Connectivity Detail View the same way you use the map display pane (see Working with the Map Display Pane).

The Connectivity Detail View shows the registration status of IP telephony devices, as well as the SRST status of SRST-enabled devices. This information is displayed in a map-based view.

The following list highlights the contents of the Connectivity Details View:

You can see the IP telephony devices registered in the group along with registration status. If you hover over a device you can see the device details.

You can also see the neighbor connectivity of devices. For every selected device, the next-hop devices that are physically connected, are displayed. See Starting the Connectivity Detail View.


Note To enlarge or reduce the size of the map display, use the size slider at the top of the pane.


From within the Connectivity Detail View, you can launch several Cisco Prime UOM tools, external applications, reports, and device administration pages.

To access these tools and applications, right-click on an object in the map display and the available options display in a menu box.

For details on viewing the Cisco Prime UOM tools, see Launching Cisco Prime UOM Tools. For details on launching administration pages, see Launching Administration Pages for Devices.

Figure 5-2 provides an example of a Connectivity Details View.

Service Level View Legend

Table 5-2, Table 5-3, and Table 5-4 describe the icons, the link status, and the database replication status that can appear in the Service Level View.

Table 5-2 Device Icons for the Service Level View 

Icon (Monitored)
Icon (Not Monitored)
Icon (Status)
Description

Cisco Unified Communications Manager1

Cisco Unified Communications Manager Group

Cisco Unified Communications Manager Express/SRST

Voice application server

Voice gateway

Group of IP phones

Cisco Unified Contact Center

Cisco Unified Contact Center Enterprise or Unified CCE (formerly IPCC)

Cisco Unity

Cisco Unity Express

Router

Gatekeeper

SIP endpoint

Switch

Cisco 1040 Sensor

Cisco TelePresence Manager

Cisco TelePresence endpoints

MeetingPlace Express

Rich media appliance

Virtual node

Virtual node cluster

Route list

Route list cloud

IP phone group with TelePresence endpoint

Voice router group

Group of IP phone applications.

1 Operations Manager no longer supports the DB Replication Failure event from Unified Communications Manager version 4.x.


Table 5-3 Link Type Description for the Service Level View 

Link
Description

Physically connected, but the connection is down.

Physically connected, but one of the multiple connections is down.

Physically connected, and the connection is up.

Logically connected, but registration status is down.

Logically connected, but one of the multiple connections' registration status is down.

Logically connected, and registration status is up.

A WAN link connecting a remote SRST to a central Cisco Unified Communications Manager site is down.

A WAN link connecting a remote SRST to a central Cisco Unified Communications Manager site is up.

Logically related, but the registration status is unavailable.


Table 5-4 Database Replication Status for Cisco Unified Communications Manager Clusters1 for the Service Level View 

Database Icon
Description

Database replication successful between Cisco Unified Communications Managers in the cluster.

Database replication error between Cisco Unified Communications Managers in the cluster.

1 Cisco Prime UOM no longer supports the DB Replication Failure event from Unified Communications Manager version 4.x.


Getting Event Details Using the Service Level View

In the Service Level View, as shown in Figure 5-1, icons appears next to the device when an event is generated on the device. The event severities are critical, warning, or informational. Table 5-5 shows the event status icons.

When an event is generated, it remains in the Service Level View until it is cleared. The cleared event is removed from the Events display after you invoke the Cisco Prime UOM purge operation. This determines that the alarm has been in the cleared state for 30 minutes or longer (from the time of the purge interval) . While the event is in the display, if any of its events recur, the event is updated.

Table 5-5 Status Icons 

Icon
Description

Critical

Warning

Informational


Accessing Event Details Using the Service Level View

You can right-click on a device icon to open an Event Details page. See Viewing Event Information.

Viewing Devices and Clusters from Service Level View

Service Level View shows the logical relationship between all voice devices present in Cisco Prime UOM. Because of the need to support hundreds of Unified CM clouds or hundreds of gateways in a single cluster, the Service Level View provides only device cluster views.

For Enterprise users, cloud clusters are identified by device name or IP address.

For multiple end-customer users, cloud clusters are identified using the customer names, if available. Multiple end-customer Service Level View supports 50 clusters.

It also displays excessive numbers (over 500) of gateways, APP servers, SIP-APP servers, H323 devices, SRST devices, or Media Gateway Control Protocol (MGCP) devices in a Unified CM cluster in a flat table format. This report is static and can be manually refreshed.

If the number of devices in a cluster is larger than a specified limit, the devices appear in a flat table format. If the devices do not exceed the limit, they are displayed graphically.

The default device count limit for reporting is 50. When the number of devices in a cluster (including CCMS) exceeds 50, report icons appear.

To change this limit to any value less than 50, modify the DEVICE_MAX_COUNT_FOR_STARTING_REPORT parameter in the CSCOpx\MDC\tomcat\ webapps\triveni\topo_flash\topo.properties file.

You can access the following reports and tools using Service Level View:

Using the MGCP and APP Server Reports

Using the H323, SIP APP, or SRST Report

Using the Unmanaged Devices Report

Launching Service Level View Tools

Using the MGCP and APP Server Reports

MGCP or APP Server reports are specifically launched for every Communications Manager in the cluster.

These reports display information on devices which are registered directly to a particular Communications Manager. MGCP and APP Server devices are included in this report. Table 5-6 contains the details on the MGCP and APP Server reports.

Table 5-6 Service Level View Reports—MGCP and APP Server Reports 

Field
Description

Device Name

Route list, route group, or gateway name. The gateway name can be an IP address or a DNS name.

Device IP Address

IP address for a gateway.

Device Event

Indicates the status severity, if a triggered event is present.

Critical

Warning

Informational

Device Registration Status with CCM

Link status between the Communications Manager and the device.

More Details

Device Capability

Lists device features that are applicable to this device, such as voice gateways, voice services, IPSLA, and routers.

Protocol

Protocol or gateway. Always displays NA in CME and SRST reports but displays corresponding values in other reports.

Device State

Shows whether the device is unresponsive or unreachable. (Service Level View previously identified these states with red and gray colors). The values for this field include:

Unresponsive:Active

Unresponsive:Clear

NA—Not applicable (NA). Displays when there the other values are not unresponsive:active or clear. Can also display if device is healthy.

Managed State

Lists the state the devices are in, from the following possibilities.

 

Managed

The device has been successfully imported, and is fully managed by Cisco Prime UOM.

Partially Managed

The device has been successfully imported by some of the data collectors1 in Cisco Prime UOM, but not all.

If a device is in this state, you should take action to ensure that the device becomes monitored.

Suspended

Monitoring of the device is suspended. Cisco Prime UOM stops polling the device but may still receive device data, such as CDR records.

NA

Signifies that the device is responsive and has no reachability problems.

Device Event Status

Device state. The values for this field include:

Unresponsive:Active

Unresponsive:Clear

NA—Not applicable (NA). Displays when there the other values are not unresponsive:Active or Clear.

Summary Information

Summary information about number of gateways with events; number of down registrations; total number of gateways managed. This information is shown at the top of the report.

Device Tools (click Device Name)

Clicking on the device name allows you to select the various device tools available.

1 Data collector is a term used to refer to all back-end applications that are involved in device discovery and device data collection.

1


Using the H323, SIP APP, or SRST Report

This report is for all types of devices which can register with the cluster itself without associating itself with any Communications Manager in the cluster. H323, SIP-APP, GK and SRST devices fall under this category. Table 5-7 contains the details on the MGCP and APP Server reports.

Table 5-7 Service Level View Reports—H323, SIP APP and SRST Reports 

Field
Description

Device Name

Route list, route group, or gateway name. The gateway name can be an IP address or a DNS name.

Device IP Address

IP address for a gateway.

Device Event

Indicates the severity of an event, if an event is present.

Critical

Warning

Informational

Device Registration Status with Cluster

Link status between the device and the cluster.

More Details

Device Capability

Lists device features that are applicable to this device, such as voice gateways, voice services, IPSLA, H323, SIP, and routers.

Protocol

Protocol or gateway. Always displays NA in SRST reports, but displays the corresponding value in other reports.

Device State

Shows whether the device is unresponsive or unreachable. (Service Level View previously identified these states with red and gray colors). The values for this field include:

Unresponsive:Active

Unresponsive:Clear

NA—Not applicable (NA). Displays when the other values are not unresponsive:active or clear. Can also display if device is healthy.

Managed State

Lists the state the devices are in, from the following possibilities.

 

Managed

The device has been successfully imported, and is fully managed by Cisco Prime UOM.

Partially Managed

The device has been successfully imported by some of the data collectors1 in Cisco Prime UOM, but not all.

If a device is in this state, you should take action to ensure that the device becomes monitored.

Suspended

Monitoring of the device is suspended. Cisco Prime UOM stops polling the device but may still receive device data, such as CDR records.

NA

Signifies that the device is responsive and has no reachability problems.

Device Event Status

Device state. The values for this field include:

Unresponsive:Active

Unresponsive:Clear

NA—Not applicable (NA). Displays when the other values are not unresponsive:Active or Clear.

Summary Information

Summary information about number of gateways with events; number of down registrations. Total number of gateways managed. This information is shown at the top of the report.

Device Tools (click Device Name)

Clicking the device name allows you to select the various device tools available.

1 Data collector is a term used to refer to all back-end applications that are involved in device discovery and device data collection.

1


Using the Unmanaged Devices Report

You can select the Unmanaged Devices from the Service Level View by selecting the Unmanaged cloud.

The report that displays contains all the unmanaged devices under a particular cluster. You can select any number of devices and add them to the cluster for management. Table 5-8 contains details displayed in this report:

Table 5-8 Unmanaged Devices Report 

GUI Elements
Description

Field

 

Device Name/Device IP Address

Name of unmanaged device.

Device Type

Device is recognized as this type; for example, H323.

Linked to

Cluster or Unified Communications Manager to which this device is associated.

Rows per page

Selects drop-down menu choices to increase or decrease the rows displayed.

Next/Previous

Moves to next or previous screen.

Button

Search

Locate device information based on a string.

Clear/Refresh

Clear removes search results from the report and loads the original report.

Refresh

Refresh reloads the report from the server. If new data is displayed, any check box selections are reset.

Add

Adds unmanaged devices into the cluster to which the device is associated.


Launching Service Level View Tools

The Tools list enables you to launch other Cisco Prime UOM tools as well as external applications from the Service Level View. The tools that are available to you may vary depending on the device type and its configuration.

The following options can be seen in the Launch Tools menu as well as the Device and Event hover over windows:

Administration Pages—Opens the administrative page of the device. The options that appear depend on the device; some examples are:

Unified CM Express (CME)

Cisco Unity Connection (CUC)/CUCxN/UC

Cisco Unity Express (CUE)

Cisco Unified Mobility Advantage (CUMA)

Meeting Place (MP)

Meeting Place Express (MPE)

Personal Assistant (PA)

Router

SIP Proxy Server

Telepresence

UCC Express

Unity

UCM Serviceability

UCM Trace Configuration

Associated Phones—Opens an Associated Phones report (see Viewing Associated Phones).

Associated TelePresence

Cluster Diagnostic View

Connectivity Details—Opens the Connectivity Detail View (see Working with the Connectivity Detail View).

Delete Device

Detailed Device View—Opens a Detailed Device View for the device (see Starting the Detailed Device View).

Device Center—Opens the Device Center page of the Cisco Prime UOM Server (see Using Device Management).

Diagnostic View

Event Details—Opens the Event Details page (seeViewing Event Details and Accessing the Events Details Page).

Event History—Opens an Event History report (see Understanding the Event History Report).

Expert Advisor/Unified Expert Advisor

Fault Monitor—From MSP, you can go directly to the Customer View data in Fault Monitor. See

Launch SLV—Starts the Service Level View.

Message Waiting Indicator Test—Displays the Message Waiting Indicator Test.

Name of Synthetic Test—Opens the Create Synthetic Test page (see Creating Synthetic Tests). The options that appear depend on the device. For synthetic test details, see Getting Started with Synthetic Tests.

Node-To-Node Test Graph—Opens the Node-To-Node Test Configuration page (see Creating a Single Node-To-Node Test).

Path Analysis Tool—Opens the Path Analysis Tool (see Launching the Path Analysis Tool).

Performance Graph—Shows performance monitoring (see How to Use Performance Graphs).

Polling Parameters—Opens the Polling Parameters: Edit page (see Editing Polling Parameters).

Resume Device—Moves the device back to a managed state.

SQ Alert Detail

SQ Event History

SQ Event History Home

SRST Test—Opens the SRST Test Configuration page (see Configuring a Single SRST Test as Needed).

Suspend Device—Suspends device monitoring.

Telepresence in Cluster

Threshold Parameters—Opens the Managing Thresholds: Edit page (see Editing Operations Manager Thresholds).

UCM Diagnostic View—

UMC Quality Reportings

Voicemail Diagnostic View

Troubleshooting Service Level View

If devices do not appear in the Service Level View or values do not display properly, you may have not followed the required steps to ensure that your device information is accurate. For details see Device Prerequisites.