Serviceability Best Practices Guide for Cisco Unified ICM/Contact Center Enterprise, Release 10.0(1)
Preface
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Preface

Preface

Change history

This table lists and links to changes made to this guide and gives the dates those changes were made. Earliest changes appear in the bottom rows.

Change Date
Initial release of document December 12, 2013

About this guide

This guide describes Cisco Unified Intelligent Contact Management Enterprise (ICME)/Unified Contact Center Enterprise (CCE) from a management perspective, and describes the capabilities of the management interfaces and features. This guide enables the reader to formulate a management and monitoring strategy or easily integrate the management of the Unified ICME/Unified CCE into an existing network management infrastructure.

The focus of this document is the Unified CCE. Most of the content and serviceability features are supported by Unified ICME management as well. If content is specific to one product or the other, the product is noted.

Audience

This guide is intended for system administrators who monitor and manage Unified CCE/Unified CCH and Unified ICME/Unified ICMH.

Organization

Section Content

Chapter 1: Product Architecture

This chapter provides an overview of the Cisco Unified Contact Center Enterprise architecture, and describes the configuration system and reporting system.

Chapter 2: Monitoring SNMP Health

This chapter describes SNMP Health Monitoring, including base-level SNMP MIB support and the CISCO-CONTACT-CENTER-APPS-MIB. This chapter also describes how to configure SNMP agents.

Chapter 3: Understanding Unified ICM/Unified CCE SNMP Notifications

This chapter provides information about Unified ICM/Unified CCE SNMP notification types, dual and single state objects, and CSFS hearbeat notification. This chapter also describes how to correlate and organize notifications.

Chapter 4: The syslog Messaging Interface

This chapter provides information about syslog messaging, including a description of the Cisco Log Message format and how to configure syslog destinations.

Chapter 5: Unified ICM/Unified CCE Services and Processes

This chapter describes the services and processes running on a particular server and how to obtain information about those services and processes using the local sesktop, ICM Service Control and Windows Tasks Manager, local registry, and Remove SNMP Management Station.

Chapter 6: Unified ICM/Unified CCE Trace Levels

This chapter describes trace levels for each solution component and how to set tracing for those components. It also provides information about EMS log compression.

Chapter 7: Performance Counters

This chapter describes the performance counters that determine the health of the system, including health monitoring counters, diagnostic counters, component-specific counters, and (for Cisco Packaged Contact Center Enterprise deployments only) Live Data performance counters.

Chapter 8: Capacity Planning

This chapter describes how to determine the current solution capacity, estimate growth potential, and answer "what if" scenarios.

Chapter 9: Unified ICM/Unified CCE Diagnostic Tools

This chapter provides information about the configuration, security, and usage of the Diagnostic Framework.

Appendix A: Cisco Contact Center Applications MIB Results Example

This appendix provides an example of the data returned by the Cisco Contact Center Applications MIB SNMP agent.

Appendix B: Unified ICM/Unified CCE SNMP Notifications

This appendix describes each SNMP notification for Unified ICM/Unified CCE, and includes the Message ID, message text, severity, type, and action for each message.

Related documents

Documentation and Support

To download documentation, submit a service request, and find additional information, see What's New in Cisco Product Documentation at: http:/​/​www.cisco.com/​en/​US/​docs/​general/​whatsnew/​whatsnew.html.

You can also subscribe to the What's New in Cisco Product Documentation RSS feed to deliver updates directly to an RSS reader on your desktop. The RSS feeds are a free service. Cisco currently supports RSS Version 2.0.

Field Alerts and Field Notices

Note that Cisco products may be modified or key processes may be determined important. These are announced through use of the Cisco Field Alert and Cisco Field Notice mechanisms. You can register to receive Field Alerts and Field Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile to receive announcements by selecting all products of interest.

Log into www.cisco.com; then access the tool at: http:/​/​www.cisco.com/​cisco/​support/​notifications.html

Documentation Feedback

To provide comments about this document, send an email message to the following address: contactcenterproducts_​docfeedback@cisco.com

We appreciate your comments.

Conventions

This document uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:

  • Choose Edit > Find.
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italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.
  • For emphasis. Example: Do not use the numerical naming convention.
  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)
  • A book title. Example: See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems,Inc. </title></html>

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.
  • A character string that the user enters but that does not appear on the window such as a password.