The Cisco Unified Real-Time Monitoring Tool (RTMT), which runs
as a client-side application, uses HTTPS and TCP to monitor system performance.
Unified RTMT can connect directly to devices through HTTPS to troubleshoot system problems.
Unified RTMT allows you to perform the following tasks:
Monitor a set of predefined management objects that monitor the
health of the system.
Generate alerts in the form of email messages, for objects when
values go above or below user-configured thresholds.
Collect and view traces in default viewers that exist in
View syslog messages in SysLog Viewer.
Work with performance-monitoring counters.
Even when Unified RTMT is not running as an application on your desktop,
tasks such as alarm and performance monitoring updates continue to take place
on the server in the background.
The Unified RTMT installer can be downloaded using Tools > Plug-ins menu on the Cisco Unified
Contact Center Express Administration web interface. See "Cisco Unified Real-Time Monitoring Tool" section in Cisco Unified Real-Time Monitoring Tool Administration Guide for installation and configuration procedures, available here:
Unified CCX provides performance counters (called perfmon
counters) for application performance monitoring. The perfmon counters help
expose various performance values and enables to track application
performance in real time.
The perfmon counters contain counter-based information, such
as the name and index of the counter, the scale, the type, subcounters to set
when setting a counter, the current values, and a map containing counter
instance data. Each performance counter instance object contains instance-based
data, like the instance ID and current values.
You can log perfmon counters locally on the computer and use
the performance log viewer in Unified RTMT to display the perfmon CSV log files that
you collected or the Real-time Information Server Data Collection (RISDC)
perfmon logs. Choose System > Performance on the Unified RTMT tool to view perfmon counters.
Unified RTMT provides a set of default monitoring objects that assist
you in monitoring the health of the system. Default objects include performance
counters or critical event status for the system and other supported services.
The system logs information every 10 seconds for predefined system
To troubleshoot system performance problems, you add a counter
(query) that is associated with the perfmon object to the performance monitor,
which displays a chart for the counter. Choose System > Performance > Open Performance Monitoring to add a new counter.
For more information about monitoring objects and counters, see "Performance Monitoring" section in the Cisco Unified Real-Time Monitoring Tool Administration Guide, available here:
Following are the Unified CCX application specific objects:
Unified CCX database monitors
Unified CCX engine JVM heap
Intelligence center database performance Info
Intelligence center JVM statistics
Intelligence center system condition table
Intelligence center thread pool section
Intelligence center tomcat connector
Reporting engine info
Expand the objects in RTMT to display the counters. Right click on each counter and select Counter Description for the description.
The Critical Services monitoring function provides the name of the critical service, the status (whether the service is up, down, activated, stopped by the administrator, starting, stopping, or in an unknown state), and the elapsed time during which the services are functional on the system.
Unified RTMT does not display a partial running status of a service in Unified CCX. For example, it does not display a service as "running" under "Critical Services" if some of its subsystems are down. The partial status of the Unified CCX services will only be viewable from the Unified CCX Serviceability Administration web interface.
Unified RTMT provides various tools to monitor and troubleshoot system issues. The following section briefly describes these tools.
Unified CCX generates alert messages to notify the administrator when a predefined condition is met, such as when an activated service fails to start. The system sends alerts as email or displays alerts as a popup message on RTMT.
RTMT contains preconfigured and user-defined alerts that support alert modifications. Although you can perform
configuration tasks for both types, you cannot delete preconfigured alerts
(whereas you can add and delete user-defined alerts). Predefined alerts are configured for
perfmon counter value thresholds as wells as event (alarms) notifications.
For more information about system alerts and managing alerts, see the "Alerts" topic in the Cisco Unified Real-Time Monitoring Tool Administration Guide, available here:
following list contains preconfigured Unified CCX alerts:
DB CRA % Space
To view or edit
values for any alert, right click on the alert and select
Traces and Logs
The trace and log central feature in RTMT allows you to configure on-demand trace collection for a specific date range or an absolute time. You can collect trace files that contain search criteria that you specify and save the trace collection criteria for later use, schedule one recurring trace collection and download the trace files to a SFTP or FTP server on your network, or collect a crash dump file.
After you collect the files, you can view them in the appropriate viewer within the RTMT. You can also view traces on the server without downloading the trace files by using the remote browse feature. You can open the trace files by either selecting the internal viewer that is provided with RTMT or choosing an appropriate program as an external viewer.
For more information about traces and logs, see "Tools for traces, logs, and plug-ins" in Cisco Unified Real-Time Monitoring Tool Administration Guide, available here:
The Triggers page displays the following information for the
triggers that are configured for Unified CCX:
Table 1 Triggers Page Options
This field displays the directory number that is associated with the
This field displays the state of the trigger, which can be In
Service, Out of Service, or Unknown.
This field displays the name of Unified CCX application that is
associated with the trigger.
Ready for Call
This field indicates whether the trigger is ready to accept
This field displays the ID of the call control group
that is associated with the trigger.
Media Group ID
This field displays the ID of the media group that is associated with
Last State Change Time
This field displays the time of last state change for the
This field provides the reason the trigger state is Out of
Service or Unknown and provides the recommended action to return the trigger
state to In Service.
This field is populated only if the trigger is in Out
of Service state or Unknown state.
Call Control Groups page
The Call Control Groups page provides the following information
about the current Call Control Group that is configured for Unified CCX:
Table 2 Call Control Groups Page Options
This field displays the ID that is associated with the call control
This field displays the state of the call control group, which
can be In Service, Partial Service, or Out of Service.
This field displays the total number of CTI ports that are configured
for the call control group.
This field displays the number of in-service CTI ports.
This field displays the number of out-of-service CTI ports.
CTI Ports Page
The CTI Ports page provides the following information about the
current CTI ports that are configured for Unified CCX:
Table 3 CTI Ports Page Options
CTI Port DN
This field displays the directory number of the CTI port.
This field displays the ID of call control group to which the
CTI port belongs.
This field displays the state of CTI port, which can be In
Service or Out of Service.
This field displays the call ID of the last call that is
available on the CTI port before the port state changed to Out of Service.
This field is populated only if the port state is Out of
Last State Change Time
This field displays the last time when the CTI port state
The Summary page provides the following information:
Table 4 Summary Page Options
Overall Telephony Subsystem State
This field displays the state of the Unified CCX telephony
subsystem, which can be In Service, Partial Service, or Out of Service.
Call Control Groups In Service
This field displays the number of call control groups that are
Call Control Groups Out Of Service
This field displays the number of call control groups that
are out of service.
Call Control Groups In Partial Service
This field displays the number of call control
groups that are in partial service.
This field displays the number of triggers that are associated with valid call control group IDs.
This field displays the number of triggers that are associated with invalid call control group IDs.
Triggers With Config Errors
This field displays the number of triggers with
Cisco Unified Analysis Manager
Use Cisco Unified Analysis Manager, a tool included with the Unified RTMT to perform troubleshooting operations. Unified Analysis Manager also allows you to monitor various aspects of the devices added to the tool. Unified Analysis Manager is used to collect troubleshooting information from your system and analyze the information. It can identify the supported Unified Communications (UC) products and applications that you have in your system and troubleshoot call failures across these UC applications, collecting trace and log files and other platform and configuration information. You can use this information to troubleshoot on your own or send the information to Cisco Technical Assistance for analysis.
To monitor and troubleshoot a Unified CCX-based solution with the help of Unified Analysis Manager, you must connect to a Unified Communications Manager server and then add the Unified CCX nodes accordingly. You can add following nodes/servers for monitoring:
Unified CCX node
Call record server
Consider the following points while adding nodes/servers for monitoring:
To add nodes/servers, ensure that you select Node Type as Unified CCX.