Installation Guide for Cisco Prime Unified Service Monitor 9.0
Chapter 2: 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 Prime Unified Service Monitor

Starting Cisco Prime Unified Service Monitor

Preparing to Upgrade to Prime USM 9.0

Upgrade Paths

Backing Up Service Monitor Files and Database

Understanding the Effect an Upgrade Has on Your Data

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 9.0

Upgrading to Service Monitor 9.0 from 8.7 and 8.6

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 Prime Unified Service Monitor

Starting Cisco Prime Unified Service Monitor

Preparing to Upgrade to Prime USM 9.0

Upgrading to Service Monitor 9.0

Uninstalling and Reinstalling Service Monitor

Configuring Your System for SNMP Queries

Preparing to Install Service Monitor

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

Make sure that your hardware and software meet the requirements for the server. See Server Requirements.

Prepare the Prime USM server for installation. See Preparing the Server.

Verify that the ports that Prime USM 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 Prime USM 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/mitigation_guidance/security_configuration_guides/operating_systems.shtml).

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 121 of the The Windows Server 2003 - Security Guide, v2.1 which can be downloaded from the NSA website.


Service Monitor is automatically 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 Service Monitor. (See Licensing.)


Note You must configure the virtual machine with a static MAC address to purchase the permanent license for Service Monitor. The static MAC address must be within the following range: 00:50:56:00:00:00 to 00:50:56:3F:FF:FF.


Before installing, reinstalling, or upgrading Prime USM, do the following:

You should be a Windows built-in Administrator to install Prime USM or Prime UOM 9.0 on Windows 2008 (or later) which supports UAC functionality. Any other user with Administrator or Standard User privileges cannot install Prime USM. In such cases, Prime UOM and Prime USM will not work as expected, even when access permission is provided.

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 Prime USM.

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 Common Services online help.

Verify that the drive that you choose to install Prime USM on is an NTFS file system.

Verify that the fully qualified domain name of the system on which Prime USM 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 Prime USM server, in a command prompt, run the command NMSROOT\bin>smNameRes.exe.


Note NMSROOT is the directory where Prime USM 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 the following 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 Prime USM. See Licensing.

Read through the following installation notes:

Prime USM 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 there 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. 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. You will also need to supply the license file location or select Evaluation only. For more information, see Licensing.

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.

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://www.cisco.com/en/US/prod/collateral/voicesw/ps6788/vcallcon/ps556/ prod_white_paper0900aecd8037fdb5.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, useful; look for it at this URL: http://support.microsoft.com/kb/816042.


Note This website is Copyright © 2012, Microsoft Corporation.


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

Installing Cisco Prime 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 We recommend 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.

Step 2 Unzip the file that you obtained through the eDelivery system.

Step 3 Click the setup.exe file.

The Cisco Prime Unified Service Monitor Setup Program window appears.

Step 4 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 OK.

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

The Welcome window appears.

Step 5 Click Next. The Software License Agreement window appears.

Step 6 Select the I accept the terms of the license agreement radio button and click Next.

Step 7 The Licensing Information window appears.

Step 8 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.


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.)

The Setup Type window appears.

Step 9 Select one of the following radio buttons:

Typical—To install Service Monitor 9.0 while entering the least amount of input.

Custom—To install Service Monitor 9.0, 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 10 Click Next. The Select Components window appears.

Step 11 Click the Install Cisco Prime Unified Service Monitor 9.0 radio button. 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 Prime 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 in the System Requirements window is the least amount you need to install and start Service Monitor. The Recommended disk space (see table) 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 12 Click Next. The Enter 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 Prime USM 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 13 The Summary window appears, displaying the current settings. Click Install. As the installation proceeds, additional informational messages are displayed.

Step 14 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 15 Click Finish. (You must restart your computer before you start Step 16.)

Step 16 After the installation completes:

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


Note You should wait approximately fifteen minutes after the installation completes before starting Prime USM. This allows all of the process to start. If you do not wait, you may receive the following HTTP Status 500 error message: The server encountered an internal error () that prevented it from fulfilling this request.


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. For example, if the operating system is Windows Server 2008 (32 bits) and if you select the default directory during installation, it is C:\Program Files\CSCOpx.



Starting Cisco Prime Unified Service Monitor

Before starting Service Monitor, do the following:

Ensure that you restarted your system after you completed the installation or upgrade to
Prime USM 9.0.

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


Note By default, SSL is not enabled in Common Services. See "Setting up Browser-Server Security" in Common Services online help for information about how to enable SSL.



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

If you upgraded to Service Monitor 9.0 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:1741 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 Prime USM home page appears.


Preparing to Upgrade to Prime USM 9.0

This section contains the following information:

Upgrade Paths

Backing Up Service Monitor Files and Database

Understanding the Effect an Upgrade Has on Your Data

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 cannot upgrade directly from Service Monitor 2.x release to Prime Unified Service Monitor 9.0.

To upgrade to Prime USM 9.0 from Service Monitor 2.3:


Step 1 Migrate to Service Monitor 8.0 or 8.5.

Step 2 Upgrade to Service Monitor 8.6 or Prime USM 8.7.
See installtion guides for the respective releases for migration procedures.

Step 3 Upgrade to Prime USM 9.0.

You can access the installation guides from the following URL:

http://www.cisco.com/en/US/partner/products/ps6536/prod_installation_guides_list.html

For releases earlier than 2.3, see the migration process in http://www.cisco.com/en/US/partner/docs/net_mgmt/cisco_unified_service_monitor/2.3/installation/guide/install.html#wp1053321

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 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.

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 qovr.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.


Note Ensure that you know the qovr database password. In case you do not know the password, modify the password before you proceed. For instructions, see "Changing the Password for the Service Monitor Database" in User Guide for Service Monitor 9.0.


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 1c.


Step 2 Back up Service Monitor configuration data using the Common Services backup described in the Common Services online help.

The Common Services online help is only available through the Common Services pages, which are located in the Administration tab.

To access the Common Services online help, you can use the following procedure:

1. Select Administration > Server Administration (Common Services) > Security. The Setting up Security page appears.

2. Click Help. The online help opens.


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 9.0. For more information, see Planning for Data Migration and Migrating Call Data Before the Upgrade.

When you upgrade to Service Monitor 9.0:

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

Common Services data is retained.

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 9.0. You can find the call migration tool in the zip file that contains the Service Monitor product on Cisco.com.

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 (USM8_7.zip) that contains the Service Monitor product from Cisco.com.

a. Log into Cisco.com.

b. Go to this URL:

http://www.cisco.com/en/US/products/ps6536/tsd_products_support_series_home.html.

c. Click the Download Software link.

d. Follow the online instructions to select Cisco Prime Unified Service Monitor 9.0 and download the zip file.

Step 2 Extract the QOVR_CMT.zip file from the \install\CallMigrationTool folder in the USM8_7.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: For example, SvcMonAA2_nn.img

Preventing Extra Processing After Upgrade

If you are monitoring calls from Unified Communications Manager 6.x or later, you should consider that:

During the upgrade to Service Monitor 9.0, all processes are stopped. Service Monitor is not available to receive data files from Unified Communications Manager 6.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 Prime Unified Service Monitor 9.0.

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 9.0 and you are monitoring calls from Unified Communications Manager 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 Prime Unified Service Monitor 9.0.



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 Prime USM server to use NTP, do so before or after you upgrade. For more information, see NTP Configuration Notes.

Upgrading to Service Monitor 9.0

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.


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.


Upgrading to Service Monitor 9.0 from 8.7 and 8.6


Step 1 Make sure you have taken the appropriate steps to migrate the report data (also know as call data), see Planning for Data Migration and Migrating Call Data Before the Upgrade.

Step 2 As the local administrator, log in to the machine on which you will install the Service Monitor software.

Step 3 Unzip the file that you obtained through the eDelivery system.

Step 4 Click the setup.exe file.

The Cisco Prime Unified Service Monitor Setup Program window appears.

Step 5 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 OK.

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

The Welcome window appears.

Step 6 Click Next. The Software License Agreement window appears.

Step 7 Select the I accept the terms of the license agreement radio button and click Next.

Step 8 The Licensing Information window appears.

Step 9 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.


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.)

The Setup Type window appears.

Step 10 Select one of the following radio buttons:

Typical—To install Service Monitor 9.0 while entering the least amount of input.

Custom—To install Service Monitor 9.0, 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 11 Click Next. The Select Components window appears.

Step 12 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 Prime 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 in the System Requirements window is the least amount you need to install and start Service Monitor. The Recommended disk space (see table ) 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 13 Click Next. The Enter 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 Prime USM 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 14 The Summary window appears, displaying the current settings. Click Install. As the installation proceeds, additional informational messages are displayed.

Step 15 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 16 Click Finish. (You must restart your computer before you start Step 16.)

Step 17 After the installation completes:

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


Note You should wait approximately fifteen minutes after the installation completes before starting Prime USM. This allows all of the process to start. If you do not wait, you may receive the following HTTP Status 500 error message: The server encountered an internal error () that prevented it from fulfilling this request.


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


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 back 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 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. (For more information, see the 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 9.0. 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 Prime Unified Service Monitor.


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

Step 2 Configure the default configuration file:

a. Select Administration > 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 Prime Unified Service Monitor 9.0 Compliance Matrix.


c. Click OK. Prime USM 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 the 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 Prime 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 choose Start > All Programs > Cisco Prime Unified Service Monitor > Uninstall Cisco Prime 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.


A confirmation dialog box is displayed.

Step 2 Click Yes if you want to proceed with uninstallation.

Step 3 Click Finish and restart your system.

Step 4 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 Prime 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. Be sure to read Fixing Problems That Can Occur After You Change Passwords.

Use this procedure to install Service Monitor 9.0 on a system where Service Monitor 9.0 is already installed.


Step 1 As the local administrator, log in to the machine on which you will reinstall the Service Monitor software.

Step 2 Unzip the file that you obtained through the eDelivery system.

Step 3 Click the setup.exe file.

The Cisco Prime Unified Service Monitor Setup Program window appears.

Step 4 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 5 Click Next. The Software License Agreement window appears.

Step 6 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 7 Select the Typical radio button and click Next. The Select Applications window appears.

Step 8 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 Prime 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 in the System Requirements window is the least amount you need to install and start Service Monitor. The Recommended disk space (see table ) 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 9 Click Next. The Change casuser Password window appears.

Step 10 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 11 Click Install.

Step 12 The Summary window appears, displaying the current settings.

Step 13 Click Install. The reinstallation proceeds and the Setup Complete window appears.

Step 14 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 Prime USM. 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.