Table Of Contents
IP Telephony Monitor
Frequently Asked Questions
Differences Between ITEM 2.0 and ITEM 1.4
Changes in Terminology
•ITEM and ITM—IP Telephony Environment Monitor (ITEM) is a product suite. IP Telephony Monitor (ITM) is the primary application in the ITEM suite.
•Compound is replaced by alert, and symptom is replaced by event.
•Levels of device certification (validated, certified, template, undiscovered, uncertified) are replaced by new device states.
•Manage is replaced by resume; unmanage is replaced by suspend.
•When a Device Fault Manager (DFM) or Voice Health Monitor (VHM) fault was acknowledged, it was removed from the Alarm Log. In ITM, when an event is acknowledged, it remains in the Alerts and Activities display.
•Confidence Testing uses synthetic testing to demonstrate that IP telephony applications are working.
Changes in Installation
•ITM is packaged on one CD.
•ITM components from the CD must be installed together on one Windows server.
Changes in Integration
•Integrates with CiscoWorks Resource Manager Essentials (RME) when both of the following are installed:
–ITM 2.0 Incremental Device Update (IDU) 2 or later.
–RME-ITM Change Probe on RME 3.4 or 3.5.
For information, log into Cisco.com at:
•Integrates with other NMSs. For each alarm, ITM generates traps that can be forwarded to another NMS.
•Integrates with CiscoWorks Network Connectivity Monitor (NCM). To download the integration package, log into Cisco.com at: http://www.cisco.com/cgi-bin/tablebuild.pl/cw2000-ncm.
Note Readme for CiscoWorks Network Connectivity Monitor Integration Package on Windows includes instructions for obtaining a patch that enables ITM to integrate with NCM.
Changes in the GUI
Completely new user interface provides:
•New look and feel that is consistent across applications.
•Streamlined web-based operations.
For example, the Alerts and Activities display replaces the Monitoring Console and provides:
•Real-time network status.
•Alerts for actual and suspected problems in both of the following:
–Underlying IP network.
–IP telephony implementation.
•Ability to drill-down to the actual cause or the suspect event that generated the alert.
•Access to detailed views of the alert, the device, events, and fault history.
Changes in Host, Bridge, and Probe Support
ITM supports all Cisco voice devices supported by VHM 1.2 plus some additional devices. ITM also supports the majority of devices supported by DFM 1.2, with the following exceptions:
•Non-voice devices that DFM classifies as Hosts—DFM classifies some content engines and some firewalls as Hosts.
•Devices that DFM classifies as Bridges and Ports—This includes some wireless devices that are classified as Bridges.
Note This support will be addressed in the next major release of ITM.
Changes in Polling and Threshold Groups
•New Polling and Threshold Manager uses a new paradigm to control polling and threshold parameters groups.
•Some DFM 1.x polling and threshold groups do not exist any more (interface groups).
Note Interface groups will be added in the next major release of ITM.
Changes in Device Groups
Some device groups in DFM or VHM become capabilities or functions of devices in ITM:
Former DFM or VHM Device Group ITM Device Function
Voice mail gateway
Phone Access Switches
Changes in Notification and Trap Processing
•E-mail notification looks different.
•New notification MIB replaces old SNMP Trap Adapter.
•All notification and trap configuration is done using the GUI.
Changes in Fault History
•Is integrated into ITM; it is no longer a drop-in.
•Uses alert and event terminology.
•Saves more details (values of event MIB attributes, user alert annotations).
•Saves 30 days' worth of information (instead of 15).
Changes in IP Phone Information Utility (in IDU 2)
•Is no longer a drop-in; it is integrated into ITM (as IP Phone Information Facility.)
•Discovers phones; does not require phone import.
•Displays SRST phones.
Changes in Phone Discovery
With IDU 1 and earlier, ITM collects phone information for monitored phones during scheduled device rediscovery.
Note Phone Monitoring is replaced by IP Phone Reachability Testing with IDU 2 or later.
With IDU 2 and later, ITM collects phone information separately from device rediscovery, at the following times:
•IP Phone Information Facility major phone discovery—As scheduled by you.
•IP Phone Information Facility minor phone discovery—Every 5 minutes.
What does ITM do?
•Monitors and displays the operational health of:
–IP telephony environments or voice environments using IP as transport.
–IP infrastructure, or IP fabric, that underlies and supports the IP telephony or voice environment.
•Identifies possible problems on Cisco devices by monitoring events sent by the device (traps) and querying the device for health (SNMP).
•Is ready to use out of the box, with preset threshold and polling parameters.
•Notifies users of alert conditions through an online display and through other notification services.
How often is new device support released?
ITM Incremental Device Support (IDU) packages are normally released every three months. These packages provide support for new devices between major ITM releases. (These packages normally also contain bug fixes. These packages might also contain new features.) You can download an IDU by logging into Cisco.com and going to: http://www.cisco.com/cgi-bin/tablebuild.pl/item-3des.
How many confidence tests can I run?
Up to 200.
How many concurrent operations personnel does ITM support?
5 (or 10 if operations personnel are not performing CPU-intensive tasks).
What event rates can ITM handle?
•Sustained maximum rate of 50 events per polling cycle.
•Burst rate of 1,000 events (single CPU) or 1,500 events (dual CPU) per polling cycle for a maximum of two cycles.
•Default polling cycle is 4 minutes.
•Minimum polling cycle is:
–30 seconds for most device functions, but should not be needed.
–4 minutes for Cisco CallManager or Cluster Settings.
For more information, see the "Device Functions and Polling Settings" topic in User Guide for IP Telephony Monitor.
What phones does ITM support?
Table 2 Phones that ITM Supports
Supported in Model Confidence Tests IP Phone Information Facility IP Phone Reachability Testing1 Phone Administration URL
1 Supported with IDU 2 or later. (Phone Reachability Testing also supports phones from other vendors.)
2 IP Phone Information Facility provides partial support for 7920.
3 Supported with IDU 1 or later.
What IP phone protocols does ITM support?
ITM Components Supported IP Phone Protocols
IP Phone Information Facility
IP Phone Reachability Testing
Note Supports IP address and extension tracking for SCCP phones only.
Where do I need to enable SAA Responder?
On target routers in SRST tests.
On what devices does ITM configure Cisco Service Assurance Agent (SAA) tests?
•Source router in an SRST test—ITM configures a jitter test.
•SAA-capable device (router, switch, or voice gateway) used to ping a phone in a Phone Reachability test—ITM configures an echo test.
How does ITM maintain the SAA tests that it configures?
If a device is rebooted, ITM reconfigures phone reachability and SRST tests as soon as the device comes back up.
Is ITM SSL-compliant?
What is a partition?
•A logical group of a set of managed devices on which a set of assigned users can perform operations.
•ITM—One partition. All devices and users are assigned to it.
•ITM Multi-View: Up to 10 partitions with:
–Each device assigned to 1 partition.
–Users assigned to 1 or more partitions.
Where are ITM log files located?
Can I expect to see all ITM log files on the Log File Status page?
No. See the "Viewing and Maintaining Log Files" topic in User Guide for IP Telephony Monitor for information on how ITM maintains log files.
How can I gain remote access to the ITM server?
How can I change the IP address for the ITM server?
1. Change the IP address number and the DNS forward and reverse lookup.
2. Restart the daemon manager.
Note Although you can change the IP address for the ITM server, changing the hostname will cause problems unless you have installed IDU 3 or later.
How do I restart the daemon manager?net stop crmdmgtdnet start crmdmgtd
What are the basics I should be aware of when installing ITM?
•Single-CD installation provides one ITM product—either ITM or ITM Multi-View. The products are not interchangeable; you cannot enable one and disable the other.
–Install ITM or ITM Multi-View.
–Coexistence with GSU, IPIU, IPHDU.
Note IPIU is integrated into ITM as IP Phone Information Facility with IDU 2 or later.
–No coexistence with other CiscoWorks products or network management systems (NMS).
–Windows 2000 Professional and Server with SP3 (SP4 required with ITM IDU 2 or later).
–Japanese OS supported.
–Windows XP not supported.
–Terminal Services not supported.
–Single 2 GHz processor with 2 GB of RAM or dual processor with 4 GB of RAM.
–60 GB hard disk drive—recommended if you install GSU on the same system. Based on your usage.
–One or two 10/100 NICs.
What client do I need?
–Windows 2000 Professional and Server with SP 3 (SP 4 required with ITM IDU 1 or later).
–Windows XP with SP 1a.
–Browser—IE 6.0.26 and IE 6.0.28 (recommended).
–500 MHz processor.
–256 MB RAM.
–Screen resolution of 800x600 dpi or greater (recommended).
Which Java plug-In (JPI) do I need on my client?
•Without any IDU, use either of the following:
–JPI 1.3.1_02—You can obtain and install it from ITM online help.
Note If you install JPI 1.3.1_02, use IE 6.0.28 (IE 6.0 SP1).
•With IDU 1 or later:
–Install JPI 1.4.1_02 when prompted to do so or obtain and install it from ITM online help (Search in help for Java).
–Uninstall JPI 1.3._02, if installed.
Which Java Virtual Machine (JVM) must I use on my client?
•Without any IDU, use the default Internet Explorer JVM (MSJVM), if it is available; otherwise, use the Sun JVM available with ITM IDU 1 or later.
•With ITM IDU 1 or later, install JPI 1.4._02 and use either the Sun JVM or MSJVM:
–To use Sun JVM, select Tools > Internet Options > Advanced > Use Java 2v1.4._02 for <applet>.
–To use MSJVM, if available, deselect Use Java 2v1.4._02 for <applet>.
Should I install CiscoWorks Common Services patches on the ITM server?
No. ITM IDUs include the CiscoWorks Common Services patches and service packs that ITM supports.
Can I install a SMARTS Incharge server on an ITM server?
No. ITM requires a dedicated system. Installing additional software is not supported.
Should I enable NetBios over TCP/IP on the ITM server?
No. If disabling NetBios is unacceptable, you must make sure that NetBios names are consistent with the DNS naming scheme.
Do ITM incremental device updates support both ITM and ITM Multi-View?
Can I install ITM on a server with LMS?
Can I install ITM on a server with RME?
Does ITM support Terminal Services?
I've been using IP Phone Information Utility (IPIU) on ITM 2.0. How do I upgrade to ITM 2.0 IDU 2?
Uninstall IPIU before you install ITM 2.0 IDU 2. After you install IDU 2:
•ITM performs major phone discovery.
•IP Phone Information Facility is ready to use when major phone discovery is complete.
After I upgrade to IDU 2, will IP Help Desk Utility (IPHDU) continue to work?
Yes. However, ensure that the username and password are valid. If they are not, right-click the Phone Information search band and select Configure to change them.
Can I install IPHDU 2.0 for use with ITM 2.0 IDU 2?
I've been using Phone Monitoring. Will my tests be preserved when I upgrade to ITM 2.0 IDU 2?
No. After upgrading to IDU 2, create tests using IP Phone Reachability Testing. For more information, see User Guide for IP Telephony Monitor or online help.
What is ITM Multi-View?
ITM Multi-View provides all the features of ITM and provides partitions. Using partitions, you can:
•Provide selected operations personnel with access to one or more partitions.
•Separate devices that are to be monitored and acted upon by different operations personnel.
Operations personnel can:
•Monitor and act upon a set of devices in a partition to which they've been given access.
•Perform tasks in one partition at a time.
•Restricts the task of assigning devices and users to partitions to a privileged user, the Partition Administrator.
•Performs CPU-intensive configuration and data collection tasks once to provide information for all partitions.
What is a Partition Administrator?
•A CiscoWorks user role unique to ITM Multi-View.
•The only user who can:
–Create and manage partitions.
–Assign devices and users to partitions.
–Access Partition 0.
What is P0?
What is the purpose of P0?
Holds devices that have just been imported or added to ITM until a Partition Administrator assigns them to partitions.
Can I delete P0?
Can I operate in several partitions at one time?
No. You can operate in only one partition at a time. If you are assigned to more than one defined partition, select one from the Active Partition Selector.
When I delete a partition, what is deleted?
•Devices—All devices in the partition are deleted from ITM inventory.
•User assignments—Users are no longer assigned to the partition.
The partition ID remains; you can create the partition again or restore it.
How can I restore a partition?
1. Log in to ITM as a Partition Administrator.
2. Restore the partition definition and devices:
a. Select IP Telephony Monitor > Configuration > Multi-View Manager:
b. Click Restore. The Restore Partition page appears.
c. Select any available partition number.
Note You do not need to restore the partition to the partition number it occupied when you saved it.
d. Enter the filename and click OK. The partition definition is restored. ITM starts to restore devices; this might take some time.
3. Assign users to the partition:
a. Select the partition from the Multi-View Manager page.
b. Click the Edit button.
c. Select one or more users from Available Users and click the > Add >> button to move them to Selected Users.
d. Click Next.
e. Click Finish.
I restored a partition. Why don't I see devices in Group Management yet?
Adding devices to ITM might take a long time, depending on the number of devices being restored in the partition.
I am working in a partition and imported a device; why don't I see it?
Devices are imported into the default partition (P0). A Partition Administrator must assign them to a defined partition (1-10) to which you have access before you can see them.
Adding and Deleting Devices
How can I add devices to ITM?
•Import from a file.
•Synchronize with RME inventory.
•Add a single device.
What file formats are supported for device import?
•ITM import format.
•Resource Manager Essentials Version 2 CSV file.
Why didn't RME Synchronization import all 1,000 devices sent to it?
Some number of devices might already be imported into ITM. RME Synchronization imports devices only until the total number of monitored devices in ITM reaches 1,000.
I have over 1,000 devices in RME. How does RME Synchronization select the devices to import?
RME Synchronization imports only up to the first 1,000 devices that ITM supports.
If I enter the DNS name for a device when I add or import it, is the name case-sensitive?
Yes. For more information on how ITM resolves devices names, see the "Name Resolution System" topic in User Guide for IP Telephony Monitor.
Why is a device I just deleted still displayed on the Group Management Membership Details page?
This could occur due to:
•One of the following:
–Delay in removing the device from groups.
–Group Management still caching old data.
•Inventory service deletes devices from the inventory database without waiting for the grouping service to also remove devices.
To fix the problem:
Wait a few minutes, then refresh the page that you are viewing.
Can I change the tcp port that ITM uses to connect to Cisco CallManager for http?
No. ITM uses port 80.
Why do I need to provide a privileged (CCM Admin) username and password for ITM to monitor Cisco CallManager?
ITM requires read-only access to Cisco CallManager HTTP interfaces to get cluster-level connectivity information. Beginning with IDU 2, ITM supports Cisco CallManager 4.0 with multilevel administration access (MLA).
With MLA, you can:
•Create a Cisco CallManager user with just "Read only" privileges.
Note A user with "Read only" privileges can access the CCMAdmin pages, but cannot perform any configuration tasks.
•Enter the username and password for this user in ITM.
For full support of MLA, use all of the following:
•Cisco CallManager 4.0 SR1.
•ITM IDU 2.
What are ITM device states?
–Suspended—ITM does not monitor the device; no polling, no alerts.
–Known—The device is successfully imported and fully managed by ITM.
–Aware—The device is successfully imported by some ITM data collectors, but not all. If a device is in this state, you should take action to ensure that the device becomes known.
–Learning—ITM is discovering the device. This is the initial state, when the device is first added or is being rediscovered.
–Questioned—ITM cannot manage the device. See the "Modifying SNMP Timeout and Retries" topic in User Guide for IP Telephony Monitor.
–Pending—The device is being deleted. ITM is waiting for confirmation from all of its data collectors before purging the device and its details.
–Unknown—The device is not supported by ITM.
Why does a device remain in Learning state?
User Guide for IP Telephony Monitor provides many tips to help you determine why a device stays in the Learning state and how to move a device out of the Learning state. The tips are located at the end of the "Adding a Device" procedure.
Can I delete a device that is in Pending state?
No. To move the device out of Pending, try initiating rediscovery of the device manually.
How can I check whether discovery ran?
Check the status and time of the last rediscovery schedule on the Job Manager page by selecting Server Configuration > Administration > Job Management.
Can I use ITM Multi-View to create rediscovery schedules that apply to individual partitions?
No. ITM Multi-View rediscovery schedules apply to all partitions. ITM Multi-View rediscovers all devices, regardless of partition.
I added two rediscovery schedules. Why does only one rediscovery schedule run?
This can occur because rediscovery schedules are too close together.
Note Inventory Service drops any rediscovery job scheduled to run less than 5 minutes after a previous rediscovery job starts.
To fix the problem, update rediscovery schedules to start more than 5 minutes apart.
Why doesn't the schedule that I added appear on Rediscovery Schedule page?
There might be a problem with the job manager:
1. Check the status of the rediscovery job: Server Configuration > Administration > Job Management.
2. If the rediscovery job is not displayed, check whether the Job Resource Manager (JRM) process is running:pdshow JRM
3. If JRM is not running, start it:pdexec JRM
Will deleting the default rediscovery job from the Job Manager page also delete the default schedule from the Rediscovery Schedule page?
No. If you want to stop the default rediscovery schedule, suspend it.
Alerts and Notifications
The following topics contain questions about alerts, details for devices with alerts, fault history, and notifications.
Alerts and Activities
How is the Alerts and Activities display information organized?
By severity, with last change listed first.
What do the diamonds mean?
Diamonds indicate how recently activity occurred on each alert. Alerts with more diamonds (up to a maximum of 3) have more recently experienced activity. Alerts are based on events. Alert activity is noted when events are updated—for example, new events occur or existing events are acknowledged.
Number of Diamonds Activity Occurred on the Alert
Within last 15 minutes
Within last 16-30 minutes
Within last 31-45 minutes
More than 46 minutes ago
When I click an event, I see the value of MIB properties. What time do they reflect?
The time the event first occurred. The only time the MIB values shown change is after the event cleared but reoccurred.
Why are cleared events still listed on the Alerts and Activities display?
Because the event was rolled up into an alert, and some other event in the alert is still occurring. Once the entire alert is cleared, it is removed from the Alerts and Activities display.
We know there is a fault on this device. Why doesn't it show up on the Alerts and Activities display?
This could happen when the device:
•Is in a different partition from the active partition you selected.
•Is another view—Select the All Alerts view.
•Has a discovery status Unknown—Faults for unknown devices are listed under the "Unidentified Trap" alert.
To solve this problem:
•ITM Multi-View: Make sure the device is in the active partition.
•Check whether the All Alerts view is selected on the Alerts and Activities display.
•Check whether the Device Management status is Known, Aware, Learning or Questioned.
•Faults for unknown devices are listed under the "Unidentified Trap" alert.
Why isn't ITM reporting a fault on a device?
For one of these reasons:
•The device may not be instrumented to report that attribute.
•The device is not configured correctly.
•The device is not running the appropriate operating system.
•You are using ITM Multi-View and the device is not in your partition (or has not been moved out of Partition 0).
Why do I see alerts with a duration of 999 hours?
The duration of an alert is calculated as the difference between the current server time and the start time for the earliest event that triggered the alert, whether or not that event is still active.
After an alert is active for more than 999 hours, the Alerts and Activities display shows a duration of 999 hours as long as any event for that alert remains active.
Why is the alert still active when I know the underlying problem with the device is fixed?
An alert remains active until all events for the device are cleared.
•Check the list of events for this alert on the Alerts and Activities Detail window.
•Check whether the polling period has elapsed (the default is 4 minutes).
What is a view?
A view is a collection of one or more devices that you want to monitor using the Alerts and Activities display. A view is:
•A user-defined collection of one or more devices (Select IP Telephony Monitor > Configuration > Alerts and Activities Views).
•An ITM default collection of devices:
–All Alerts (on all devices).
Does ITM monitor B channels of BRIs/PRIs?
No. However, ITM monitors D channels.
How can I stop BackupActivated events from being generated when B Channels on a voice T1 are activated?
Suspend monitoring of backup interfaces for devices as they present alerts. Doing so suppresses the BackupActivated event for that device.
Why do I see false operationally down alerts on D Channels?
D Channel status cannot be obtained if the D Channels are intentionally kept down. If the D Channels are intentionally kept down, suspend monitoring of the corresponding D Channel interfaces through the Detailed Device View page.
How do I suspend monitoring for an interface?
Note To suspend monitoring, there must first be an alert on the device.
1. From the Alerts and Activities display, click the name of the device with an interface that you want to suspend. The Detailed Device view window appears.
2. In the Detailed Device view window, do the following:
a. Click the interface in the InterfaceStatus folder.
b. Change the value in the Managed State column to false.
c. Click Submit.
How can I disable events for backup interfaces?
ITM treats backup and dial-on-demand interfaces as being used as a backup to a primary interface. To disable BackupActivated events, you must suspend monitoring on the interfaces.
This procedure disables ExceededMaximumUptime events for all devices in a Customizable Group.
1. Edit a Customizable Group to include all devices or a class of device, such as Router or Switch, that can contain backup interfaces.
2. Disable ExceededMaximumUptime events by setting the MaximumUptime threshold to 0 for all backup interfaces:
a. Select IP Telephony Monitor > Configuration > Polling and Thresholds > Manage Thresholds.
b. Select the Customizable Group that includes devices with backup interfaces and click Edit.
c. Select the appropriate function (Router or Switch).
d. Select the appropriate Threshold Category:
Interface - backup settings.
Interface - dial on demand settings.
Interface - ISDN B channel backup settings.
e. Set the value of MaximumUptime to 0.
Why does ITM generate an ApplicationDown event for IP telephony application that I have disabled?
When you manually stop or disable an application on a media server:
•The corresponding entry is deleted from SYS-APPL-MIB. (The MIB cannot store the state of a manually stopped or disabled application.)
•When ITM queries the sysApplRunCurrentState MIB variable in SYSAPPL-MIB, it reports the status as ApplicationDown.
How can I stop alerts for an IP telephony application that I have disabled?
1. From the Alerts and Activities display, click the name of the media server that runs the voice applications that you want to suspend. The Detailed Device view window appears.
2. In the Detailed Device view window, do the following:
a. Select the device name (or IP address) > Application > Voice Services.
b. To stop polling for the voice application, change the value in the Managed State column to false.
c. Click Submit.
The voice application will no longer be monitored.
Why don't I see a PhoneRemoved event on the Alerts and Activities display after I remove a phone from a phone access switch?
The phone access switch might not have been rediscovered since the phone was removed. To solve this problem, rediscover the phone access switch manually.
When is the CCMHttpServiceInaccessible event supported?
With ITM IDU 2 and later. This applies only to Cisco CallManager 4.0 and later.
How can I delete alerts?
You cannot delete alerts, but you can reduce the number and type of alert that you see on Alerts and Activities display in any of the following ways:
•Suspend monitoring for the device or device component.
•Use a different view with Alerts and Activities.
•Filter the alerts displayed on Alerts and Activities.
What causes an event to show up as an Unidentified Trap?
•Unknown device—Check Device Management discovery status.
•Non-pass-through traps and other unexpected ITM events:
–Event on device while it is in the process of being discovered by ITM.
–ITM develops problems in its operation.
–ITM server is busy; confidence tests cannot run.
Note ConfidenceTestNotRun event does not relate to a specific device.
Detailed Device View
How do I launch the Detailed Device View?
On the Alerts and Activities display, click the name of the device.
Note You can launch the Detailed Device View for any device for which ITM has generated an alert.
What does the Device Capability device attribute show?
Device Capability displays information that ITM discovers by probing the device. This information can include:
•Object type of the device—ITM groups devices by object type. Examples of object types are: Router, Switch, and VoiceGateway. The User Guide for IP Telephony Monitor lists all object types in the chapter Managing Groups.
•Applications on the device.
•Functions of the device—A device might serve more than one function.
Here is an example of information for Device Capability:MediaServer, CiscoCallManager, VoiceServices, Host
In this example:
•MediaServer is the object type.
•CiscoCallManager and VoiceServices are applications on the device.
•Host is a function of the device.
Why is D channel status missing for a digital voice gateway?
This occurs with Cisco CallManager 3.1 and 3.2; ITM displays D channel as an Unidentified trap on the Alerts and Activities display.
Why doesn't the Detailed Device View appear when I click a particular device?
The device status might have changed or the device might have been deleted.
To determine whether the device has been deleted or changed status, do the following:
1. Open the View Discovery Status page.
2. Check for any of the following:
–Suspended (from ITM Processing).
–Deleted (not displayed on the page).
–Status—No longer Known.
Why can't I resume or suspend a device or its components?
This can occur when:
•Device status was changed.
•Device was deleted.
•Device was moved to a different partition (applies to ITM Multi-View only).
Check the status of the device on the View Discovery Status page.
What should I know about Suspend and Resume?
•Suspend devices—After you suspend devices, they:
–Are no longer polled.
–Have alerts that do not expire.
–Have alerts in the Suspended Devices view on the Alerts and Activities display.
•Suspend components—After you suspend components, they:
–Are no longer polled.
–Have alerts that expire.
–Cannot be resumed unless an alert occurs on the device.
After you resume devices, you must select IP Telephony Monitor > Configuration > Apply Changes to resume polling and to enable alerts to expire.
–If the device is also suspended, resume the component before resuming the device.
–After you resume components, you must apply changes (select IP Telephony Monitor > Configuration > Apply Changes) to resume polling them.
Can I see a Detailed Device View for a device without alerts against it?
Why does the Detailed Device View show blank registration status for Cisco CallManager-related devices?
This problem can occur when the media server or ICS with the Cisco CallManager that the devices are registered to was not added to ITM.
To fix the problem:
Add the media server or ICS to ITM.
For ITM Multi-View only: Move the newly added device to the partition with the devices that show no registration status.
Why does Detailed Device View show registration status NotFound for Cisco CallManager-related devices?
There could be a problem with Internet Information Service on the media server where Cisco CallManager runs.
Why can't I find details for a voice gateway with registration rejected by Cisco CallManager?
•Cisco CallManager version is earlier than 3.3.
•Cisco CallManager is not configured to forward the trap to ITM.
To resolve this problem, configure Cisco CallManager to forward CiscoCallManagerGatewayFailed trap to ITM.
When I click an Alert ID in a Fault History display, why do I get a message about annotations?
When I click an Alert ID in a Fault History display, why aren't event details displayed?
After you click an Alert ID on a Fault History Alerts and Activities display, ITM should display a popup window with annotations for the alert. If no annotations exist, ITM should display a message: There is no annotation for alert ID=<xxxxxxx>
To see event details for an alert, open a Fault History: Events display. (Start by selecting Fault History >Event Filtering.)
Why are there no notifications for devices I just added to ITM?
Adding a new device to ITM does not update existing e-mail or trap notification subscriptions.
To fix the problem, edit an existing subscription or create a new one to generate notifications for newly added devices.
There's an alert on a device. Why wasn't a trap notification received?
This problem could caused by one of the following:
•Trap receiver logs the trap but doesn't display it—Check the trap receiver.
•Connectivity issue between ITM server and trap recipient system—Check connectivity.
•Incorrect or inactive subscription—Check whether:
–Device is part of trap subscription with status Running.
–Trap recipient IP address/DNS name and destination port both correct.
Verify that ITM sends trap packets:
1. Set logging to debug for Notification Services
2. Searching for the following type of message in nos.log:19-Dec-2003|12:45:20.640|DEBUG|NOS|Thread-60|Pdu|run()|.|Trap set to host:188.8.131.52 with port#162
I saw an alert (on Alerts and Activities display), but I didn't get e-mail notification; how should I proceed?
Verify the following:
•Device is part of e-mail subscription with status Running.
•SMTP server information is valid.
•You can send e-mail from ITM server using the configured SMTP server.
•Recipient e-mail address is valid.
IP Phones—Information and Tests
The following topics contain questions about gathering and viewing IP phone information, monitoring phone reachability, and monitoring SRST status of phones.
IP Phones—General Questions
Should I import phones?
No, not with IDU 2 and later. With IDU 2 and later:
•ITM discovers phones that are connected to a switch or registered to a Cisco CallManager automatically.
•You must import phone reachability tests, specifying phones—whether discovered by ITM or not—to be tested and SAA-capable routers close to the Cisco CallManager the phone is registered to.
How can I monitor key phones after installing IDU 2 or later?
Use IP Phone Reachability Testing.
IP Phone Information Facility
Which devices must ITM monitor before major phone discovery can find phones?
•Media servers or ICSs running Cisco CallManager.
•Phone Access Switches.
How can I suspend major phone discovery?
Delete all phone discovery schedules. (To resume major phone discovery, add a phone discovery schedule.)
How often does minor phone discovery run?
Every 5 minutes.
What information does minor phone discovery track?
Changes to the phone: phone moves and audit details (phones added, deleted, registered, unregistered).
How does phone discovery handle phones connected to trunk ports?
Phone discovery does not discover phones connected to trunk ports. An exception is made for Cisco Catalyst 3500 series switches, because voice-vlan configuration is not supported and configuration guidelines for these switches recommend trunk mode.
Why is switch, VLAN, and port information for Cisco Catalyst 3550 Series switches missing from Phone Details and Phone Audit Details?
The configuration guide for Cisco Catalyst 3550 Series switches specifies that ports to which IP phones are connected should be in access mode. IP Information Facility supports IP phones connected to ports in access mode. Check whether the ports to which the IP phones are connected are in trunk mode.
IP Phone Reachability
Note IP Phone Reachability Testing is available with IDU 2 or later.
Can I get some help creating a seed file for IP Phone Reachability tests?
You can export information for all phones and edit it as follows:
1. Select IP Telephony Monitor > IP Phone Information Facility > IP Phone Details.
2. Export the display to a CSV file.
3. Edit the CSV file to:
–Include only the necessary information for desired phones.
–Add any phones that you want to test that are not known to ITM.
What devices must ITM monitor to enable IP Phone Reachability testing?
Can IP Phone Reachability use information from IP Phone Information Facility at all?
Yes. If Cisco CallManager and phone access switches are known to ITM, IP Phone Reachability updates phone extensions and IP addresses in phone reachability tests using information from IP Phone Information Facility.
Note SRST Management is available with IDU 2 or later.
Why are some SRST phones missing from IP Phone Information Facility displays?
•The phone in SRST seed file is not known to IP Phone Information Facility.
•The MAC address format in SRST seed file is incorrect.
The WAN link is up and all phones in the branch office are unregistered with the central Cisco CallManager. Why don't I see an SRSTSuspected event?
ITM generates an SRSTSuspected event only after all SRST phones remain unregistered for 2 minor discovery cycles.
Why did the SRST test status change from Active to Suspended?
The source or target router might be suspended from ITM monitoring. (Check whether the router is suspended on the Suspended Devices view of the Alerts and Activities display.)
Note After monitoring for the device is resumed, ITM updates the SRST test status to Active.
Why did an SRST test "disappear" from the SRST Operations page?
•The source or target router might be deleted from ITM.
•For ITM Multi-View: The source router and target router might no longer be managed in the same partition.
IP Phone Information Facility already displays a the new extension for an SRST phone. Why isn't SRST information available for it?
ITM tracks SRST information only for the IP phone MAC addresses and extensions that you supply in a seed file. If you change MAC addresses and extensions, you should update the seed file and reimport SRST information.
IP Telephony Applications—Confidence Tests
Why am I limited to running confidence tests at certain times of the day?
You can run confidence tests for 16 continuous hours, but the schedule should not cross the day boundary; that is, 9.00 PM to 6.00 AM is not a valid schedule.
Pausing the tests ensures that:
•ITM can dedicate resources to completing device rediscovery, major phone discovery, and database purging (CPU-intensive tasks).
•Confidence tests do not fail or stop running altogether, generating alerts due to insufficient CPU.
When does ITM stop running confidence tests?
•The daily test schedule is complete.
•Apply Changes is in progress.
•The associated application, for example Cisco CallManager, is suspended, not responding, or removed from ITM.
•CPU utilization on the ITM server is 85% or more.
How do I know the status of confidence tests?
When a confidence test is not successful, it generates one of the following events:
•ConfidenceTestFailed—Individual test failed.
•TooManyFailedConfidenceTests—Out of a sample of four tests, the actual percentage of tests that failed exceeds the value of Confidence Test Tolerance threshold.
•MWIOnTimeExceeded—Number of seconds in which the Unity message waiting indicator (MWI) light appears exceeds the value of MWI on time threshold.
•ConfidenceTestsNotRun—Tests were not run for more than 10 minutes on the ITM server (possibly due to insufficient CPU).
Note Confidence tests do not run while Apply Changes is in progress.
Will a Cisco Emergency Responder confidence test actually dial 911?
No. You must configure a test Emergency Response Location in Cisco Emergency Responder and a synthetic phone for ITM confidence testing. For instructions, see Cisco Emergency Responder Administration Guide 1.2.
What's required to configure Cisco Emergency Responder confidence tests?
•Cisco Emergency Responder 1.2 or later only.
Note Running confidence tests against Cisco Emergency Responder versions earlier than version 1.2 causes Cisco Emergency Responder to malfunction.
•Synthetic phones configured in Cisco Emergency Responder. See Cisco Emergency Responder Administration Guide 1.2.
Why is there a reserved range of MAC addresses for confidence tests?
•Supports easy identification of test cases.
•Simplifies configuration of firewalls to allow test cases through.
Are my synthetic phones set up correctly?
Synthetic phones are set up correctly after you complete all of the following tasks:
•For each confidence test, set up synthetic phones to use for that test only.
•For each synthetic phone:
–Set Cisco 7960 Phone type.
Note Synthetic phones must be Cisco 7960 Phone type. However, real phones, supported in confidence tests as destination phones only, can be any supported type.
–Provide a one-phone number, one-MAC address combination that is unique across the Cisco CallManager cluster.
–Provide a MAC address in the reseved range from 00059a3b7700 to 00059a3b8aff.
Can I run Unity voice mail confidence tests if Unity is configured with a third-party PBX?
What could cause a Phone Registration test to fail?
•Bad MAC address:
–Not added in Cisco CallManager and no auto registration.
–Added in Cisco CallManager, but is configured incorrectly in the test.
•Too many registered phones are on the Cisco CallManager.
•Cisco CallManager is unreachable.
What could cause an Off Hook test to fail?
•Failure to register.
•Cisco CallManager is busy.
•High CPU usage on the Cisco CallManager.
What can I do when an End to End Call test fails?
Try to determine the cause of the test failure:
•If destination phone is synthetic—Check whether:
–Both source and destination are registered to the Cisco CallManager.
–Destination number is correctly entered in the confidence test.
•If destination phone is real —Check whether:
–Source has registered.
–Destination phone has calls forwarded to voicemail or personal assistant.
–Destination phone number is correct.
•If inter-cluster call, check whether there are adequate resources to support a call on the inter-cluster trunk or gateway.
What can I do when a Cisco Conference Connection test fails?
To try to determine the cause of the test failure, check whether:
•A route pattern (of the form xxx.!#) that permits dial-in is and a conference ID (all digits) are available.
•Credentials exist for conference creation.
•Failures occurred as described for End to End Call.
•Enough conference ports are available (confidence testing needs two).
•A conflict exists over the meeting ID (ID is used by another test or a real meeting).
What can I do when a Cisco Unity test fails?
To try to determine the cause of the test failure, check whether:
•The phone message button is linked to the voicemail system.
•Credentials exist for the voice mailbox.
•Failures exist that are described in End to End Call.
•Enough ports are available (confidence testing needs two).
•The event log contains failures in the Cisco CallManager-Unity connection.
To clean up the voice mailbox after a test failure, connect a real phone and give it the same extension; then, delete all the voice mail manually.
What can I do when a Cisco Emergency Responder test fails?
To try to determine the cause of the test failure, check the following:
•Failures described in End to End Call.
•Cisco Emergency Responder log—Check whether the call was intercepted and forwarded.
Configuration—Groups and Polling and Thresholds
This section answers questions about the following configuration-related topics:
What is a parent group?
A group from which you create a subgroup. Device groups are subsets (children) of larger groups (parents).
Why are some devices that match the rule for my User Defined Group not included as members?
The device matches the rules for the immediate group, but not for the parent group.
Why isn't a device I added to ITM showing up in the expected User Defined Group?
One of the following:
•The device is not a member of the parent group.
•The user-defined membership type is Only Upon User Request. (If so, refresh the group membership manually.)
What are Customizable Groups?
•A special type of user-defined group:
–Used for setting polling and threshold parameters for the devices or device classes of your choice.
–Cannot be deleted or renamed.
•Highest priority group for polling and thresholds.
•Customizable Group 1, 2, 3, and 4—Use for setting values for multiple devices.
•Customizable Group A, B, and C—Use for troubleshooting a single device.
How do I configure a Customizable Group so that it includes only those devices actually configured with backup interfaces?
1. Edit a Customizable Group, adding only those devices that have backup interfaces configured on them.
2. Set Membership Update for the customizable group to Upon user request only. As a result, ITM will not update the membership of the group as devices are added and deleted from ITM inventory.
To maintain this group, edit it after you add or remove devices with backup interfaces to ITM.
How can I create a Customizable Group that will automatically include new devices added to ITM?
Edit a customizable group to set Membership Update to Automatic.
Can I group devices by interface type or description?
Yes. Create user-defined groups using rules that include the following object types and attributes:
•Router—Create rules that include values for the Interface.Type and Interface.Description attributes.
•VoiceGateway—Create rules that include values for the VoiceInterface.Description attribute.
Note You cannot group the VoiceGateway object type using the VoiceInterface.Type attribute.
Where is the Cisco CallManager or Cluster group for a media server I moved into a partition?
Note This topic applies for ITM Multi-View only.
The cluster group for this media server might exist in another partition. This happens if other media servers belonging to this cluster were already moved to the other partition.
Check NMSROOT/log/ItemLogs/VHM/ciscocallmanagerorclustergrouping.log. If the media server exists in a different partition, move all media servers belonging to this cluster to the desired partition.
Why is a device that is logically connected to a Cisco CallManager not displayed under the appropriate cluster group?
The device is not registered to the cluster.
To fix the problem:
1. Check the Cisco CallManager registration to see if the device is registered to the cluster.
2. If the device is registered with Cisco CallManager, rediscover the device.
Polling and Thresholds
Which polling and threshold settings are applied to a particular device?
A device takes the settings of the highest priority group (called Overriding Group) to which it belongs. You can view the overriding group for a device on either of the following displays:
•Polling Parameter Summary.
•Threshold Parameter Summary.
How are device groups prioritized for Polling and Thresholds?
Customizable Groups have a higher priority than System Defined Groups.
System Defined Groups in priority order from highest to lowest are:
•Cisco CallManager or Cluster.
•All Cisco IP Telephony Applications.
•All 78XX Media Servers.
•All Cisco ICS 77XX.
•All Cisco Gatekeepers.
•All devices with T1-E1 interfaces.
•All devices with FXX interfaces.
•All Cisco Voice Gateways.
•All Cisco Switches with phones connected.
•All Cisco Voice Mail Gateways.
•All Cisco Optical Switches.
•All Cisco Switches.
•All Cisco Routers.
•All Cisco Hubs.
Can I modify device group priority for Polling and Thresholds?
No. You cannot modify the priority of System Defined Groups. However, you can modify the priority of Customizable Groups.
How many groups can a device belong to?
A device belongs to at least one group and can belong to multiple groups, depending on the device's function in ITM.
What is an Overriding Group?
Why do I need to perform Apply Changes?
Otherwise, your changes to polling settings and thresholds do not take effect.
When do I need to perform Apply Changes?
After you change polling settings and thresholds for all groups that you want to change at one time, apply changes by selecting IP Telephony Monitor > Configuration > Apply Changes. (It is a CPU-intensive operation.)
Note ITM does not support applying changes if Apply Changes is already in progress or when it is not required.
Why is a particular device not being polled?
This problem could be caused by any of the following:
•The device is not monitored by ITM because its processing state is Suspended or discovery state is not Known.
•The device is not in any polling group (not a normal occurrence).
•An inter-process communication failure occurred.
To solve these problems:
•Resume the device or determine whether you can take steps to ensure that the device becomes Known.
•Rediscover the device.
•Stop, then restart all daemon processes.
• If all processes are running normally:
–ITM Multi-View—Move the device to P0, then move it back to its original partition.
– ITM—Delete the device, then add it to ITM again.
Why aren't all groups that I see on Group Management pages displayed on Polling and Thresholds pages?
Polling and thresholds pages do not display device groups unless they contain members.
Which User Defined Groups can I use for setting polling and threshold parameters?
Customizable Groups (only).
Digital Voice Gateway and Monitored Phone device groups have members. Why aren't those device groups on Polling and Thresholds application pages?
No polling or threshold settings are associated with these groups. Therefore, they are not displayed on Polling and Thresholds pages.
Why is application and connectivity polling not happening?
Application and connectivity polling processes do not start until:
•ITM—Media server is added to ITM.
•ITM Multi-View—MediaServer is added to ITM Multi-View moved to a partition other than P0.
Changes are not in effect for some devices in this group even after I modified settings in Polling and Thresholds. Why?
This occurs for one of the following reasons:
•Settings you modified belong to a group that is not the Overriding Group for these devices
•Apply Changes was not performed.
To fix this problem:
•Update the settings for the Overriding Group.
• Perform Apply Changes if you did not already do it.
How can I set timeout and retry values for Application polling settings for media server and ICS?
You cannot set these values on the Polling Parameters: Edit page because ITM uses the global SNMP timeout and retry values for media server and ICS. Change global SNMP timeout and retry values as follows:
1. Select IP Telephony Monitor > Device Management > Modify SNMP Configuration.
2. Change the values of SNMP Timeout and Number of Retries.
3. Click Apply.
Note Changing the global SNMP timeout and retry values changes the settings for all device management operations including discovery and rediscovery.
Why is connectivity to the cluster not polled for Cisco CallManager, Cisco gateway, or Cisco gatekeeper?
For ITM Multi-View users only.
Media server or ICS with Cisco CallManager was not added to the same partition as the voice gateway, digital voice gateway, or gatekeeper.
To fix the problem:
1. Add the media server or ICS with Cisco CallManager to ITM and move it to the partition.
2. Rediscover all media servers in the cluster.
How should I set the Confidence Test Tolerance Threshold?
ITM applies the Confidence Test Tolerance threshold to a sample size of four tests. When the percentage of actual failures exceeds the threshold value, ITM generates a TooManyFailedConfidenceTests event.
To trigger an event for these actual failures... Set the Confidence Test Tolerance threshold value in this range
1 out of 4 (25%)
2 out of 4 (50%)
3 out of 4 (75%)
4 out of 4 (100%)
Does ITM report all SNMP traps?
No. ITM processes certain traps that are relevant to the operational health of IP telephony. See the Processed and Pass-through Traps, and Unidentified Traps and the Events appendixes in User Guide for IP Telephony Monitor.
How does ITM handle SNMP traps?
For certain SNMP traps, ITM will either:
•Process the SNMP traps, or
•Treat the SNMP traps as pass-through traps and display them on Alerts and Activities
For more information, see the Processed and Pass-through Traps, and Unidentified Traps and the Events appendixes in User Guide for IP Telephony Monitor.
What version of SNMP traps does ITM support?
ITM supports SNMP V1 and SNMP V2 traps for polling and receiving. Received V2 traps are forwarded as V1 traps.
How do I configure ITM to receive traps?
ITM is already configured to receive SNMP traps, but you can specify a different listening port by updating the SNMP Trap Receiver. For more information, see the "Configuring SNMP Trap Receiving and Forwarding" topic in User Guide for IP Telephony Monitor.
How do I configure ITM to forward traps?
You can use SNMP Trap Forwarding to configure ITM to forward unprocessed traps. For more information, see the "Configuring SNMP Trap Receiving and Forwarding" topic in User Guide for IP Telephony Monitor.
What types of generated traps does ITM send?
ITM generates one type of external SNMP trap, ciscoEpmNotificationAlarm, using the trap structure defined in CISCO-EPM-NOTIFICATION-MIB.
ITM can generate SNMP traps for all alerts that ITM generates. For information on how ITM generates alerts and events, see the Processed and Pass-through Traps, and Unidentified Traps and the Events appendixes in User Guide for IP Telephony Monitor.
Can I customize values in ITM-generated SNMP traps?
No. You will be able update some values with a future IDU.