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


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


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

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