Installing and Configuring Cisco HCS for Contact Center 9.2(1)
Solution Serviceability
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Solution Serviceability

Solution Serviceability

Monitor System Performance

Monitoring system performance is one way to help maintain the system. Monitor the following critical Cisco HCS for Contact Center components to ensure that the virtual machines perform within system tolerances:

  • CPU
  • Memory
  • Disk
  • Network

Virtual Machine Performance Monitoring

The virtual machines must operate within the specified limits of the Virtual Machine performance counters listed in the following table. The counters listed below apply to all Contact Center components.

Table 1 Virtual Machine Performance Counters

Category

Counter

Description

Threshold

CPU

CPU Usage (Average)

The CPU usage average in percentage for the VM and for each of the vCPUs.

60%

CPU Usage in MHz (Average)

The CPU usage average in MHz.

95 percentile is less than 60% of the total MHz available on the VM. 

Total MHz = vCPUs x (Clock Speed).

CPU Ready

The time a virtual machine or other process waits in the queue in a ready-to-run state before it can be scheduled on a CPU.

150 mSec.

Memory

Memory Usage (Average)

Memory Usage = Active / Granted * 100

80%

Memory Active (Average)

Memory that the guest OS and its applications actively use or reference. The server starts swap when it exceeds the amount of memory on the host.

95 percentile is less than 80% of the granted memory.

Memory Balloon (Average)

ESXi uses balloon driver to recover memory from less memory-intensive VMs so it can be used by those with larger active sets of memory.

0

Memory Swap used (Average)

ESX Server swap usage. Use the disk for RAM swap.

0

Disk

Disk Usage (Average)

Disk Usage = Disk Read rate + Disk Write rate

Ensure that your SAN is configured to handle this amount of disk I/O.

Disk Usage Read rate

The rate of reading data from the disk.

Ensure that your SAN is configured to handle this amount of disk I/O.

Disk Usage Write rate

The rate of writing data to the disk.

Ensure that your SAN is configured to handle this amount of disk I/O.

Disk Commands Issued

The number of disk commands issued on this disk in the period.

Disk IO per second

IOPS = Disk Commands Issued / 20

Ensure that your SAN is configured to handle this amount of disk I/O.

Stop Disk Command

The number of disk commands aborted on this disk in the period. The disk command aborts when the disk array takes too long to respond to the command. (Command timeout).

0

Network

Network Usage (Average)

Network Usage = Data receive rate + Data transmit rate

30% of the available network bandwidth.

Network Data Receive Rate

The average rate at which data is received on this Ethernet port.

30% of the available network bandwidth.

Network Data Transmit Rate

The average rate at which data is transmitted on this Ethernet port.

30% of the available network bandwidth.

ESXi Performance Monitoring

The virtual machines must operate within the specified limits of the ESXi performance counters listed in the following table. The counters listed apply to all hosts that contain contact center components.

Table 2 ESXi Performance Counters

Category

Counter

Description

Threshold

CPU

CPU Usage (Average)

CPU Usage Average in percentage for ESXi Server overall and for each of the CPU processors.

60%

CPU Usage in MHz (Average)

CPU Usage Average in MHz for ESXi server overall and for each of the CPU processors.

60% of the available CPU clock cycles.

Memory

Memory Usage (Average)*

Memory Usage = Active / Granted * 100

80%

Memory Used by VMKernel

Memory Used by VMKernel

95 percentile is less than 80% of 2GB.

Memory Balloon (Average)

ESX use balloon driver to recover memory from less memory-intensive VMs so it can be used by those with larger active sets of memory.

0

SwapUsed

ESX Server swap usage. Use the disk for RAM swap.

0

Disk

Disk Commands Issued

Number of disk commands issued on this disk in the period.

Disk IO per second

IOPS = Disk Commands Issued / 20

Disk Commands Aborts

Number of disk commands aborted on this disk in the period.

Disk command aborts when the disk array is taking too long to respond to the command. (Command timeout).

0

Disk Command Latency

The average amount of time taken for a command from the perspective of a Gust OS.

Disk Command Latency = Kernel Command Latency + Physical Device Command Latency.

15 mSec.

Kernel Disk Command Latency

The average time spent in ESX Server VMKernel per command.

Kernel Command Latency should be very small compared to the Physical Device Command Latency, and it should be close to zero.

Network

Network Usage (Average)

Network Usage = Data receive rate + Data transmit rate

30% of the available network bandwidth.

Network Data Receive Rate

The average rate at which data is received on this Ethernet port.

30% of the available network bandwidth.

Network Data Transmit Rate

The average rate at which data is transmitted on this Ethernet port.

30% of the available network bandwidth.

droppedTx

Number of transmitting packets dropped.

0

droppedRx

Number of receiving packets dropped.

0

* The CVP Virtual Machine exceeds the 80% memory usage threshold due to the Java Virtual Machine memory usage.

Collect System Diagnostic Information Using Unified System CLI

When a Unified Contact Center operation issue arises, you can use the Unified System CLI tool to collect data for Cisco engineers to review.

For example, you can use the System CLI if you suspect a call is not handled correctly. In this case you use the show tech-support system command to collect data and send the data to Cisco support.

The Unified System CLI includes the following features:

  • Installs automatically on all Unified CCE, Unified CVP, and Unified CCDM servers.
  • Retrieves your entire solution topology automatically from the Unified CCDM/OAMP server.
  • Uses a consistent command across multiple products and servers.
  • Executes as a Windows scheduled job.

The following figure shows the devices and Cisco Unified products that the Unified System CLI interacts with.

Figure 1. Unified System CLI Commands



To collect system diagnostic information from the components perform the following.