Cisco Unified CallManager Serviceability Administration Guide, Release 4.2(3)
Preface
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Preface

Table Of Contents

Preface

Purpose

Audience

Organization

Related Documentation

Conventions

Obtaining Documentation

Cisco.com

Product Documentation DVD

Ordering Documentation

Documentation Feedback

Cisco Product Security Overview

Reporting Security Problems in Cisco Products

Obtaining Technical Assistance

Cisco Technical Support & Documentation Website

Submitting a Service Request

Definitions of Service Request Severity

Obtaining Additional Publications and Information


Preface


This preface describes the purpose, audience, organization, and conventions of this guide, and provides information on how to obtain related documentation.

The preface covers these topics:

Purpose

Audience

Organization

Related Documentation

Conventions

Obtaining Documentation

Documentation Feedback

Cisco Product Security Overview

Obtaining Technical Assistance

Obtaining Additional Publications and Information

Purpose

The Cisco CallManager Serviceability Administration Guide provides information about Cisco Unified CallManager Serviceability, remote serviceability tools, and the Cisco Unified CallManager CDR Analysis and Reporting tool.

Use this book with the Cisco CallManager System Guide, the Cisco Unified CallManager Administration Guide, and the Cisco Unified CallManager Serviceability System Guide. All documents provide instructions for administering the Cisco Unified CallManager program and include descriptions of procedural tasks that you complete using Cisco Unified CallManager Administration.

Audience

The Cisco CallManager Serviceability Administration Guide provides information for network administrators responsible for managing and supporting the Cisco Unified CallManager system. Network engineers, system administrators, or telecom engineers use this guide to learn about, and administer, remote serviceability features. This guide requires knowledge of telephony and IP networking technology.

Organization

The following table shows how this guide is organized:

Chapter
Description

Chapter 1 "Introduction"

Provides an overview of Cisco Unified CallManager Serviceability, remote serviceability programs, and reporting tools.

Chapter 2 "Alarm Configuration"

Provides procedures for configuring the Cisco Unified CallManager alarm tool.

Chapter 3 "Alarm Definitions"

Provides procedures for searching and editing the Cisco Unified CallManager alarm definitions tool.

Chapter 4 "Alarm Information"

Provides procedures for viewing the Cisco Unified CallManager alarms in text and XML format.

Chapter 5 "Trace Configuration"

Provides procedures for configuring the Cisco Unified CallManager trace tool.

Chapter 6 "Trace Collection Configuration"

Provides procedures for configuring the Cisco Unified CallManager trace collection tool.

Chapter 7 "Trace Analysis Configuration"

Provides procedures for configuring the Cisco Unified CallManager trace analysis tool.

Chapter 8 "Q.931 Translator"

Provides procedures for using the Q.931 translation tool.

Chapter 9 "Troubleshooting Trace Setting Configuration"

Provides procedures for configuring the Troubleshooting Trace Setting tool.

Chapter 10 "Service Activation"

Provides procedures for using the serviceability service activation tool to activate and deactivate Cisco CallManager services.

Chapter 11 "Control Center"

Provides procedures for using the serviceability control center tool to start and stop Cisco Unified CallManager services.

Chapter 12 "Real-Time Monitoring Configuration"

Provides procedures for using the Real-Time Monitoring Tool.

Chapter 13 "QRT Viewer"

Provides procedures for using the IP Phone Problem Reports viewer.

Chapter 14 "Serviceability Reports Archive Configuration"

Provides procedures for using the Serviceability Reports Archives.

Chapter 15 "CDR Analysis and Reporting"

Provides the procedures for configuring the Cisco Unified CallManager CDR Analysis and Reporting (CAR) CDR service parameters and logging in and out of CAR.

Chapter 16 "CAR System Configuration"

Provides procedures for configuring the CAR system parameters, system scheduler, and system database.

Chapter 17 "CAR Report Configuration"

Provides procedures for configuring the rating engine, quality of service, and automatic generation for CAR reports.

Chapter 18 "CAR User Reports Configuration"

Provides procedures for configuring individual and department bills, CTI ports, and Cisco IP phone services for use with CAR user reports.

Chapter 19 "CAR System Reports Configuration"

Provides procedures for configuring quality of service reports and parameters, traffic summary, system overview, and CDR errors for use with CAR system reports.

Chapter 20 "CAR Device Reports Configuration"

Provides procedures for configuring CAR device reports for gateways, conference bridges, and voice-mail utilization.

Chapter 21 "CDR Search Configuration"

Provides procedures for configuring CAR CDR Search for user extension and gateway.

Chapter 22 "Export CDR/CMR Records Configuration"

Provides procedures for configuring Export CDR/CMR records.

Chapter 23 "Microsoft Performance"

Provides procedures for using the Microsoft Performance program to monitor the performance of the Cisco Unified CallManager system.

Chapter 24 "Bulk Trace Analysis"

Provides procedures for using Bulk Trace Analysis to analyze large trace log files.

Chapter 25 "Overview of CiscoWorks2000"

Provides information on how to remotely monitor the Cisco Unified CallManager system using CiscoWorks2000.

Chapter 26 "Path Analysis Configuration"

Provides information on setting up path analysis and call detail records logging.

Chapter 27 "System Log Management Configuration"

Provides information for setting up the Syslog file for use with CiscoWorks2000.

Chapter 28 "Cisco Discovery Protocol Support Configuration"

Provides general and procedural information for Cisco Discovery Protocol (CDP).

Chapter 29 "Cisco Secure Telnet Configuration"

Provides general and procedural information for using Cisco Secure Telnet with the Cisco Unified CallManager system.

Chapter 30 "Show Command Line Interface"

Provides an overview of the Cisco Show command.

Chapter 31 "Simple Network Management Protocol Configuration"

Provides procedures for setting the SNMP agent, setting the SNMP trap receiver, starting the SNMP agent, and updating the management information base (MIB) information.

"Understanding CAR Reports"

Provides information describing the results of all CAR reports.


Related Documentation

Refer to the following documents for further information about related Cisco IP telephony applications and products:

Installing Cisco Unified CallManager Release 4.2

Release Notes for Cisco Unified CallManager Release 4.2

Cisco Unified CallManager Administration Guide

Cisco Unified CallManager System Guide

Cisco Unified CallManager Serviceability System Guide

Cisco Unified IP Phone 7900 Family Administration Guide

Troubleshooting Guide for Cisco Unified CallManager

Conventions

This document uses the following conventions:

Convention
Description

boldface font

Commands and keywords are in boldface.

italic font

Arguments for which you supply values are in italics.

[ ]

Elements in square brackets are optional.

{ x | y | z }

Alternative keywords are grouped in braces and separated by vertical bars.

[ x | y | z ]

Optional alternative keywords are grouped in brackets and separated by vertical bars.

string

A nonquoted set of characters. Do not use quotation marks around the string or the string will include the quotation marks.

screen font

Terminal sessions and information the system displays are in screen font.

boldface screen font

Information you must enter is in boldface screen font.

italic screen font

Arguments for which you supply values are in italic screen font.

 

This pointer highlights an important line of text in an example.

^

The symbol ^ represents the key labeled Control—for example, the key combination ^D in a screen display means hold down the Control key while you press the D key.

<  >

Nonprinting characters, such as passwords, are in angle brackets.


Notes use the following conventions:


Note Means reader take note. Notes contain helpful suggestions or references to material not covered in the publication.


Timesavers use the following conventions:


Timesaver Means the described action saves time. You can save time by performing the action described in the paragraph.


Tips use the following conventions:


Tip Means the information contains useful tips.


Cautions use the following conventions:


Caution Means reader be careful. In this situation, you might do something that could result in equipment damage or loss of data.

Warnings use the following conventions:


Warning This warning symbol means danger. You are in a situation that could cause bodily injury. Before you work on any equipment, you must be aware of the hazards involved with electrical circuitry and familiar with standard practices for preventing accidents.

Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems.

Cisco.com

You can access the most current Cisco documentation at this URL:

http://www.cisco.com/techsupport

You can access the Cisco website at this URL:

http://www.cisco.com

You can access international Cisco websites at this URL:

http://www.cisco.com/public/countries_languages.shtml

Product Documentation DVD

Cisco documentation and additional literature are available in the Product Documentation DVD package, which may have shipped with your product. The Product Documentation DVD is updated regularly and may be more current than printed documentation.

The Product Documentation DVD is a comprehensive library of technical product documentation on portable media. The DVD enables you to access multiple versions of hardware and software installation, configuration, and command guides for Cisco products and to view technical documentation in HTML. With the DVD, you have access to the same documentation that is found on the Cisco website without being connected to the Internet. Certain products also have .pdf versions of the documentation available.

The Product Documentation DVD is available as a single unit or as a subscription. Registered Cisco.com users (Cisco direct customers) can order a Product Documentation DVD (product number DOC-DOCDVD=) from Cisco Marketplace at this URL:

http://www.cisco.com/go/marketplace/

Ordering Documentation

Beginning June 30, 2005, registered Cisco.com users may order Cisco documentation at the Product Documentation Store in the Cisco Marketplace at this URL:

http://www.cisco.com/go/marketplace/

Nonregistered Cisco.com users can order technical documentation from 8:00 a.m. to 5:00 p.m. (0800 to 1700) PDT by calling 1 866 463-3487 in the United States and Canada, or elsewhere by calling 011 408 519-5055. You can also order documentation by e-mail at tech-doc-store-mkpl@external.cisco.com or by fax at 1 408 519-5001 in the United States and Canada, or elsewhere at 011 408 519-5001.

Documentation Feedback

You can rate and provide feedback about Cisco technical documents by completing the online feedback form that appears with the technical documents on Cisco.com.

You can send comments about Cisco documentation to bug-doc@cisco.com.

You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:

Cisco Systems, Inc.
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Cisco Product Security Overview

This product contains cryptographic features and is subject to United States and local country laws governing import, export, transfer and use. Delivery of Cisco cryptographic products does not imply third-party authority to import, export, distribute or use encryption. Importers, exporters, distributors and users are responsible for compliance with U.S. and local country laws. By using this product you agree to comply with applicable laws and regulations. If you are unable to comply with U.S. and local laws, return this product immediately.

A summary of U.S. laws governing Cisco cryptographic products may be found at: http://www.cisco.com/wwl/export/crypto/tool/stqrg.html.

If you require further assistance please contact us by sending email to export@cisco.com.

Cisco provides a free online Security Vulnerability Policy portal at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

From this site, you can perform these tasks:

Report security vulnerabilities in Cisco products.

Obtain assistance with security incidents that involve Cisco products.

Register to receive security information from Cisco.

A current list of security advisories and notices for Cisco products is available at this URL:

http://www.cisco.com/go/psirt

If you prefer to see advisories and notices as they are updated in real time, you can access a Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed from this URL:

http://www.cisco.com/en/US/products/products_psirt_rss_feed.html

Reporting Security Problems in Cisco Products

Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you might have identified a vulnerability in a Cisco product, contact PSIRT:

Emergencies — security-alert@cisco.com

An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported. All other conditions are considered nonemergencies.

Nonemergencies — psirt@cisco.com

In an emergency, you can also reach PSIRT by telephone:

1 877 228-7302

1 408 525-6532


Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product to encrypt any sensitive information that you send to Cisco. PSIRT can work from encrypted information that is compatible with PGP versions 2.x through 8.x.

Never use a revoked or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL:

http://www.cisco.com/en/US/products/products_security_vulnerability_policy.html

The link on this page has the current PGP key ID in use.


Obtaining Technical Assistance

Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller.

Cisco Technical Support & Documentation Website

The Cisco Technical Support & Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, at this URL:

http://www.cisco.com/techsupport

Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:

http://tools.cisco.com/RPF/register/register.do


Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support & Documentation website by clicking the Tools & Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call.


Submitting a Service Request

Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL:

http://www.cisco.com/techsupport/servicerequest

For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.

To open a service request by telephone, use one of the following numbers:

Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553-2447

For a complete list of Cisco TAC contacts, go to this URL:

http://www.cisco.com/techsupport/contacts

Definitions of Service Request Severity

To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.

Severity 1 (S1)—Your network is "down," or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

Severity 3 (S3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:

http://www.cisco.com/go/marketplace/

Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL:

http://www.ciscopress.com

Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL:

http://www.cisco.com/packet

Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

http://www.cisco.com/ipj

Networking products offered by Cisco Systems, as well as customer support services, can be obtained at this URL:

http://www.cisco.com/en/US/products/index.html

Networking Professionals Connection is an interactive website for networking professionals to share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL:

http://www.cisco.com/discuss/networking

World-class networking training is available from Cisco. You can view current offerings at this URL:

http://www.cisco.com/en/US/learning/index.html