Table Of Contents

Monitoring Service Quality Alerts

How to Use the Service Quality Alerts Display

Starting the Service Quality Alerts Display

Understanding the Layout of the Service Quality Alerts Display

Using the Service Quality Alerts Display

Clearing Service Quality Alerts

Selecting Views for Service Quality Alerts

Filtering Service Quality Alerts

Resetting Filters on the Service Quality Alerts Display

Viewing Events Associated with a Service Quality Alert

Starting the Service Quality Alert Details Display

Using the Service Quality Alert Details Display

Clearing a Service Quality Alert

Sending E-Mail in Response to a Service Quality Alert

Viewing Service Quality Event Attributes

Clearing a Service Quality Event

Event Processing for Service Quality Events During High CPU Utilization

Monitoring Service Quality Alerts

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Note Use the Service Quality Alerts display to view alerts that Operations Manager generates based on SNMP traps sent by Cisco Unified Service Monitor (Service Monitor). To use the Service Quality alerts display, you must have a licensed copy of Service Monitor configured to send traps to Operations Manager. You must also add Service Monitor to Operations Manager; see Adding and Deleting Service Monitors, page 20-7.

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These topics describe monitoring service quality alerts:

•How to Use the Service Quality Alerts Display

•Viewing Events Associated with a Service Quality Alert

How to Use the Service Quality Alerts Display

The Service Quality Alerts display provides real-time information about IP phone service quality. Service Quality Alerts displays are designed so that you can set them up and leave them running, providing an ongoing monitoring tool that signals you when something needs attention.

When Operations Manager receives traps from Service Monitor, Operations Manager generates an event or events that are rolled up into an alert. The alert is shown on your Service Quality Alerts display. From a Service Quality Alerts display you can launch other windows to obtain more information, including:

•Event details—Displays details for the events that caused the alert to be generated.

•Service quality history—Reports service quality events generated during the previous 24 hours.

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Note All Service Quality History reports generated from within the Service Quality Alerts display provide information from the past 24 hours. To generate a Service Quality History report on time spans beyond the last 24 hours, use Service Quality History from the Reports tab by selecting Reports > Service Quality History. For more information, see Getting All Stored Information on a Service Quality Event.

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Starting the Service Quality Alerts Display

To start the Service Quality Alerts display, select Monitoring Dashboards > Service Quality Alerts. Service Quality Alerts appears in a new window.

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Tip After you become familiar with the Service Quality Alerts display, you can filter the information it provides as described in Filtering Service Quality Alerts.

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Understanding the Layout of the Service Quality Alerts Display

These topics provide details about the information in the Service Quality Alerts display.

View Pane

The view pane lists the currently available views, or user-defined device groups, available for Service Quality Alerts. By default, the All Alerts view is always shown and cannot be deleted from your Service Quality Alerts display.

The current view is highlighted in the view pane. Alerts for the devices in the current view are shown in the tabular display pane. To select another view, simply click the view name in the view pane.

Icons next to the views indicate the severity of the alerts received from devices in those views, signaling you that the devices may need attention.

For the currently selected view, severity icons also appear next to the alerts in the tabular display to help you quickly locate a specific alert.

The view pane is updated every two minutes. You can have up to 18 views in the view pane in a single Service Quality Alerts display.

Launch Information and View Status Bar Area

The launch information area shows the time on the server when the Service Quality Alerts display was started or when it was last manually refreshed. The view status bar lists the selected view, the number of alerts in that view, and, if filters have been applied, displays "(Filtered.)"

Tabular Display Pane

The tabular display pane is the core of the Service Quality Alerts display. It contains a list of alerts that are occurring on the devices in your current view. This pane is refreshed every 60 seconds. For an explanation for all of the items in the tabular display, see Using the Service Quality Alerts Display.

Icons alert you to what needs attention; for example, the severity icons indicate which views and alerts require attention. The tabular display pane is scrollable and can display up to 1,000 records.

Window Tools Area

The top-right corner of the Service Quality Alerts display contains available tools buttons. All buttons are described in Table 4-1.

Table 4-1 Service Quality Alerts Display—Window Tools Buttons 

Icon	Meaning	Described in...
	Exports the current display to a PDF file.	—
	Opens the Service Quality Alerts Filter dialog box, for refining the data in the Service Quality Alerts display.	Filtering Service Quality Alerts
	Opens a Service Quality Event History report in a separate window.	Understanding the Service Quality History Report
	Opens a new window with the display reformatted so that it is suitable for printing from your browser.	—
	Opens online help.	—

Using the Service Quality Alerts Display

The Service Quality Alerts display shows the alerts that are occurring in your current view. Alerts are grouped by their severity: critical, warning, or informational. Within these severity groupings, alerts with the latest change are listed first.

When an alert is generated, it remains in the Service Quality Alerts display until it is cleared. Alerts are cleared every 8 hours; see Configuring Service Quality Event Settings, page 20-8. While the alert is in the display, if any of its events recur, the alert is updated. If an expired alert recurs, a new alert with a new ID is shown. This display is refreshed every 60 seconds.

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Tip You can generate a 24-hour Service Quality History report on all events that occurred on devices in your view by clicking the Service Quality Event History button in the upper-right corner of the window.

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Table 4-2 Service Quality Alerts Display—Contents 

Heading	Description
#	Number of alerts—Alerts numbered from 1
!	Severity of alert
		Critical
		Warning
		Informational Unidentified Trap alert
	(no icon)	Informational (for all other alerts)
Check box	Select one or more checkboxes to select alerts that you want to clear before clicking the Clear button.
ID	Alert identifier number. Click this link to open a Service Quality Alert Details display.
Destination Type	Call destination: one of the following: •IP Phone •Endpoint
Extension	Extension number if the destination type is IP phone. Click this link to open an IP Phone report. See Understanding IP Phone Inventory Reports.
Destination	IP address if the destination type is Endpoint. Click this link to open an IP Phone report. See Understanding IP Phone Inventory Reports.
Latest Event Time	Date and time alert last occurred or was changed. Diamonds indicate alert activity, such as a new event, new user annotation, and so forth; no diamonds indicates that the alert is stale. Alerts are grouped by severity, and within severities, alerts with the latest change are listed first.
		Alert was updated within last 15 minutes.
		Alert was updated within last 16-30 minutes.
		Alert was updated within last 31-45 minutes.
	No diamonds	Alert was updated 46 or more minutes ago.

Clearing Service Quality Alerts

Operations Manager automatically clears service quality alerts at a regular interval that is displayed on the Service Quality Event Settings page; for more information, see Configuring Service Quality Settings, page 20-6. When an alert is cleared, it no longer appears on the Service Quality Alerts display. However, a record of the alert remains in the database for 31 days and can be displayed from Service Quality History reports. For more information, see Getting Started with Service Quality History Reports.

Use this procedure to manually clear one or more alerts from the Service Quality Alerts display.

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Step 1 Select one or more alerts to clear by selecting check boxes for them.

Step 2 Click Clear. A confirmation dialog box appears.

Step 3 Click Yes. Operations Manager clears the selected alerts and refreshes the Service Quality Alerts display.

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Selecting Views for Service Quality Alerts

When you open the Service Quality Alerts display, the All Alerts view is selected in the view pane on the left side of the display. Views control the device groups that appear on the Service Quality Alerts display. To select another view, simply click the view name in the view pane.

To add or remove existing views from the view pane, see Activating and Deactivating a View.

To create a new view, first create a user-defined group; see Creating and Editing Groups. Then, use the Manage Views page (see Managing Views) to select the new user-defined group and apply it to Service Quality Alerts. The user-defined group will then be displayed in the view pane. To remove a view from the view pane, deselect it from Service Quality Alerts on the Views page and apply your change.

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Note When you add, remove, and update Service Quality Alerts views, you affect all users.

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The view pane is updated every two minutes. You can have up to 18 views in the view pane in a single Service Quality Alerts display. For information on how to manage your views, see Managing Views.

Filtering Service Quality Alerts

Filters allow you to manipulate the Service Quality Alerts display to show alerts based on their MOS score, destination, phone model, codec, and Cisco 1040 name or Cisco Unified CallManager cluster name.

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Note After you apply a service quality alert filter, the filter is applied to all of your views until you change or reset the filter, or close the Service Quality Alerts display. Other clients that access Operations Manager are not affected. When you close the Service Quality Alerts display, your filter is lost.

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Step 1 Select Monitoring Dashboards > Service Quality Alerts. The Service Quality Alerts display opens.

Step 2 Click the filtering button at the top-right of the Service Quality Alerts display. The Service Quality Alerts Filter dialog box appears.

Step 3 Enter data for only one of the following filters:

•MOS Score—Enter a value between 1.0 and 5.0.

•Destination—Select one of the following radio buttons and enter the appropriate information:

–Extension—Phone extension being called. Select an operator from the list and enter a number.

–IP Address— For a phone, switch, voice gateway, or Cisco 1040. Select an operator from the list and enter a number; depending on the operator, the number that you enter can be a portion of the IP address or the full IP address.

•Codec—Enter any of these in a comma-separated list: G711, G722, G728, or G729.

•Phone Model—Click the button to select phone models from a list.

•Sensor MAC—Enter a comma-separated list of MAC addresses for Cisco 1040 sensors.

Step 4 Click OK.

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Resetting Filters on the Service Quality Alerts Display

From the Service Quality Alerts display, you can clear any filters that you have set without changing the selected view.

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Step 1 On the Service Quality Alerts display, click Reset Filter. A confirmation dialog box appears.

Step 2 Click Yes. The Service Quality Alerts display refreshes, displaying all alerts in the currently selected view.

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Viewing Events Associated with a Service Quality Alert

Use the Service Quality Alert Details display to see the events that are associated with an alert.

Starting the Service Quality Alert Details Display

The Service Quality Alert Details display provides information about all of the events that were rolled up into a specific alert.

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Step 1 Select Monitoring Dashboard > Service Quality Alerts. The Service Quality Alerts display opens.

Step 2 Locate the alert you want to investigate and click the alert ID. The Service Quality Alert Details display opens.

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Using the Service Quality Alert Details Display

The Service Quality Alert Details display shows all of the events associated with a specific alert. The events are displayed in a table and events with the latest change are listed first. Events remain in the Service Quality Alert Details display until you clear them or until you clear the parent alert. The Service Quality Alert Details table is refreshed every 60 seconds.

The alert name, destination, destination type, and description of the alert are displayed above the Service Quality Alert Details table. Table 4-3 describes the columns in the Service Quality Alert Details table. Table 4-4 describes the command buttons on the Service Quality Alert Details display.

Table 4-3 Service Quality Alert Details Display—Contents 

Column	Description
#	Number of events—Events numbered from 1
!	Severity of alert
		Critical
		Warning
		Informational Unidentified Trap alert
	(no icon)	Informational (for all other events)
Event ID	Event identifier number. Click this link to open the event properties page (see Viewing Service Quality Event Attributes).
MOS	.05 through 5.0
Cause	One of the following: •Jitter •Packet Loss
Timestamp	Date and time at which the event occurred.
Suppressed Traps	Number of violations for the endpoint for which Service Monitor did not generate a trap. Note You can configure Service Monitor to send traps from sensors every n minutes. See User Guide for Cisco Unified Service Monitor.
Source Type	One of the following: •Endpoint •IP Phone
Source	IP address or DNS name or phone extension.
Tools	Links to tools that provide more information on the event. Note Clicking Service Quality Event History button opens a 24-hour Service Quality History report on the component.

Table 4-4 Service Quality Alert Detail s Display—Command Buttons 

Button	Action
Refresh	Selects the All Alerts view and refreshes the data in the display.
Clear	Clears the service quality alert. See Clearing a Service Quality Alert.
Notify	Sends e-mail notification of the alert. See Sending E-Mail in Response to a Service Quality Alert.
Close	Closes the Service Quality Alert Details display.

Clearing a Service Quality Alert

Operations Manager automatically clears service quality alerts at a regular interval that is displayed on the Service Quality Event Settings page; see Configuring Service Quality Settings, page 20-6. When an alert is cleared, it no longer appears on the Service Quality Alerts display. However, a record of the alert remains in the database for 31 days and can be displayed from Service Quality History reports. For more information, see Getting Started with Service Quality History Reports.

You can also clear alerts manually. You can clear multiple alerts simultaneously from the Service Quality Alerts display. See Clearing Service Quality Alerts. Use this procedure to clear a single service quality alert from the Service Quality Alert Details display.

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Step 1 From the Service Quality Alert Details display, click Clear. A confirmation window opens.

Step 2 Click OK.

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Sending E-Mail in Response to a Service Quality Alert

When you click the Notify button on the Service Quality Alert Details display, Operations Manager opens a dialog box that you can complete to manually send an e-mail notification to one or more recipients. The e-mail notification contains only the text you add; it does not append any alert or event information. (If you want to send automatic e-mail notifications when alerts or events occur on certain devices, use Notifications to set up an e-mail notification subscription. See Understanding Notifications.)

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Step 1 From the Service Quality Alert Details display, click Notify. The E-Mail Notification Recipient(s) dialog box opens.

Step 2 In the E-Mail Notification Recipient(s) dialog box:

a. Enter a fully qualified DNS name or IP address for an SMTP server.

b. Enter your e-mail address in the Sender Address field.

c. Enter a comma-separated list of e-mail addresses in the Recipient Address(es) field.

d. Enter a subject heading in the Subject field.

e. (Optional) Enter a message in the Message field.

f. Click Send.

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Viewing Service Quality Event Attributes

The Service Quality Event Attributes dialog box provides additional detail about the event, such as the values of MIB attributes at the time of the event.

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Step 1 Select Monitoring Dashboard > Service Quality Alerts. The Service Quality Alerts display opens.

Step 2 Locate the alert you want to investigate and click the alert ID. The Service Quality Alert Details display appears.

Step 3 Locate the event you want to investigate, and click the event ID. The Service Quality Event Attributes dialog box appears, displaying the event ID and the information in the following table.

Field	Description
Destination	Extension number, or N/A if destination type is Endpoint
Destination IP Address	IP address for an endpoint or an IP phone
Destination Type	One of the following: •Endpoint •IP Phone •Media Server
Destination Model	Phone model, or N/A if destination type is Endpoint
Switch for Destination	IP address, or N/A if destination type is Endpoint
Destination Port	Port type and slot; for example Gi1/0/23
Source Endpoint	Extension number or IP address
Source IP Address	IP address, or N/A if destination type is Endpoint
Source Type	One of the following: •IP Phone •Endpoint
Source Model	Phone model, or N/A if source type is Endpoint
Switch for Source	IP address, or N/A if source type is Endpoint
Source Port	Port type and slot, or N/A if source type is Endpoint
Detection Algorithm	Algorithm used to calculate MOS. One of these: •ITU G.107—Indicates that MOS is calculated on a Cisco 1040 sensor •CVTQ—Indicates that MOS is calculated on an IP phone or Cisco voice gateway using the Cisco Voice Transmission Quality algorithm
MOS	MOS value during event
Critical MOS Threshold	MOS threshold configured on Operations Manager (see Configuring Service Quality Settings, page 20-6)
Cause	One of the following: •Jitter •Packet Loss
Codec	Codec in use on the destination; one of the following: •G711 •G722 •G728 •G729
Jitter	Msec
Packet loss	Number of packets
Details for Events that Are Based on Data From a Sensor
Sensor MAC	Sensor MAC—Sensor MAC address
Number of suppressed traps	The number of traps that Cisco Unified Service Monitor suppressed between the suppression start time and suppression end time Note For a given endpoint, Service Monitor sends a trap every n (a configurable number) minutes, and additional traps during that time are suppressed (not sent). For more information, see User Guide for Cisco Unified Service Monitor.
Suppression start time	Date and time that Service Monitor started to suppress traps for this endpoint
Suppression end time	Date and time that Service Monitor stopped suppressing traps for this endpoint
Details for Events that Are Based on Data From a Cluster
CVTQ version	Version of CVTQ algorithm used to calculate MOS
Cluster ID	Cisco Unified CallManager cluster ID
Cumulative Concealment Ratio	Total number of concealment frames divided by the total number of speech frames received from the start of the voice stream
Interval Concealment Ratio	Ratio of concealment frames to speech frames in the preceding 3-second interval of active speech. If using voice activity detection (VAD), a longer interval might be required to accumulate 3 seconds of active speech.
Max Incremental Concealment Ratio	Highest interval concealment ratio from start of the voice stream
Concealment Seconds	Number of seconds during which concealment events (lost frames) occurred since the start of the voice stream (includes severely concealed seconds)
Severely Concealed Seconds	Total number of seconds with more than 5 percent concealment frames
Call duration	Hours, minutes, and seconds, formatted like this nh nm ns. For example, a 123-second call would be displayed like this: 2m 3s
MOS during last 8 secs	MOS value during the last 8 seconds of the call
Min MOS during call	Minimum MOS value during the call
Max MOS during call	Maximum MOS value during the call

Step 4 (Optional) To clear the event, click, click Clear. The event no longer appears on the Service Quality Alert Details display.

Step 5 Click Close to dismiss the dialog box.

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Clearing a Service Quality Event

Use this procedure to remove a single event from a service quality alert.

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Step 1 Select Monitoring Dashboard > Service Quality Alerts. The Service Quality Alerts display opens.

Step 2 Locate the alert you want to investigate and click the alert ID. The Service Quality Alert Details display appears.

Step 3 Locate the event that you want to clear, and click the event ID.

Step 4 Click Clear.

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Event Processing for Service Quality Events During High CPU Utilization

During periods of high CPU utilization, Operations Manager limits the number of service quality events that it processes. You will know when this is occurring by the message that appears in the view status bar of the Service Quality Alerts display. The message states that not every alert is being displayed. The excess Service Quality Alerts display events are written to the NMSROOT\logs\itemlogs\SQTraps\Traps.log file, and these events:

•Do not appear on the Service Quality Alerts display.

•Are not stored in the Alerts and Events history database—They do not appear in Service Quality History reports.

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Note NMSROOT is the directory where Operations Manager is installed on your system. If you selected the default directory during installation, it is C:\Program Files\CSCOpx.

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Operations Manager checks CPU utilization on its server every 60 seconds. When CPU utilization reaches and remains at 50% or greater for two minutes, Operations Manager limits the number of service quality events processed until utilization drops below 50%. Table 4-5 lists the number of events that Operations Manager processes.

Table 4-5 Service Quality Event Processing Rates During High CPU Utilization

Operations Manager CPU Utilization	Number of Service Quality Events Processed Per Minute
50%	40
60%	20