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User Guide for IP Telephony Monitor
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Index
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Preface
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Introduction
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Getting Started with ITM
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Using the Alerts and Activities Display
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Using Device Management
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Using IP Phone Information Facility
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Displaying IPT Security Details
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Using IP Phone Reachability Testing
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Using SRST Monitoring Management
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Using Notification Services
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Using Fault History
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Using Phone Monitoring
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Using ITM Multi-View
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Configuring and Administering ITM Multi-View
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Configuring and Administering ITM
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Managing Groups
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Configuring Views for the Alerts and Activities Display
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Configuring Polling and Thresholds
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Configuring Confidence Tests
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Administering ITM
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MIBs Polled
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Processed and Pass-through Traps, and Unidentified Traps and Events
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Notification MIB
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Events Processed
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Working with Voice Application Systems and Software
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Polling�SNMP and ICMP
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How ITM Calculates Repeated Restarts and Flapping
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ITM Support for SNMP MIBs
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Table Of Contents
Using the Alerts and Activities Display
How to Use the Alerts and Activities Display
Starting the Alerts and Activities Display
Understanding the Layout of the Alerts and Activities Display
Customizing the Alerts and Activities Display
Selecting Views for Alerts and Activities
Filtering Alerts and Activities
Starting the Alerts and Activities Detail Page
Understanding the Layout of the Alerts and Activities Detail Page
Viewing Events Associated with an Alert
Starting the Detailed Device View
Understanding the Layout of the Detailed Device View
Viewing Device Elements in Detail
Information Shown (by Device Class) in the Detailed Device View
How to Use the Detailed Device View
Viewing Cascaded Phones on the Detailed Device View
Suspending/Resuming a Device Component
Acknowledging, Annotating, and Sending E-Mail Notifications of Alerts
Sending E-Mail in Response to an Alert
Using the Alerts and Activities Display
These topics describe how to use the Alerts and Activities display:
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How to Use the Alerts and Activities Display
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How to Use the Alerts and Activities Display
The Alerts and Activities display provides real-time information about the operational status of your network. The 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 a fault occurs in your network, IP Telephony Monitor (ITM) generates an event or events that are rolled up into an alert. If the alert occurs on an element in your active view (a logical grouping of device groups), it is shown on your Alerts and Activities display.
You can also change the names of ITM events to names that are more meaningful to you. These customized names will be reflected in both the Alerts and Activities display and any Fault History reports you generate. This function, called Notification Customization, is only available if you have downloaded and installed Incremental Device Update 4 (or later) from the ITM download site: http://www.cisco.com/pcgi-bin/tablebuild.pl/item-3des. For information on changing ITM event names using Notification Customization, see the "Customizing the Names of ITM Events" section.
You can monitor all devices that IP Telephony Monitor supports, once you have added those devices using Device Management and ensured that the devices are in your view. However, the following are not reported:
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You start the Alerts and Activities display from the CiscoWorks navigation tree.
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Starting the Alerts and Activities Display
To start the Alerts and Activities display, select IP Telephony Monitor > Alerts and Activities. Figure 3-1 shows an example of an Alerts and Activities display.
Tip
Figure 3-1 Alerts and Activities Display
View pane. See the "View Pane" section.
Tabular display pane. See the "Tabular Display Pane" section.
Launch information and view status bar area. See the "Launch Information and View Status Bar Area" section.
Window tools area. See the "Window Tools Area" section.
Understanding the Layout of the Alerts and Activities Display
These topics provide details about the information in the Alerts and Activities display.
View Pane
The view pane lists the currently available views, or logical groupings of device groups. Views must be created and activated before they will be shown in the Alerts and Activities display. By default, two views—All Alerts and Suspended Devices—are always shown, and cannot be deleted from your Alerts and Activities display. (To create and activate a view or remove an unwanted view from your display, see the "Configuring Views for the Alerts and Activities Display" section.)
The current view is highlighted in the view pane. The contents of the current view are shown in the tabular display pane to the right of the view pane. To select another view, simply click the view name in the view pane.
Figure 3-2 shows five active views; the current view is All Alerts. 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.
Figure 3-2 Alerts and Activities Display—View Pane and Severity Icons
For the current view, All Alerts, severity icons also appear next to the alerts in the tabular display, as shown in Figure 3-2, 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 Alerts and Activities display.
Launch Information and View Status Bar Area
The launch information area shows the time on the server when the Alerts and Activities display was started.
The view status bar lists the selected view, which is shown in the tabular display pane, and the number of alerts in that view.
Tabular Display Pane
The tabular display pane is the core of the Alerts and Activities display. It contains a list of all alerts that are occurring on the devices in your current view. This pane is refreshed every 30 seconds. For an explanation for all of the items in the tabular display, see the "Getting Alert Details" section.
Icons alert you to what needs attention; for example:
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The tabular display pane is scrollable and can store up to 1,000 records. See Figure 3-4 for an illustration of the tabular display pane.
Window Tools Area
The top-right corner of the Alerts and Activities display contains available tools buttons. All buttons are described in Table 3-1.
Table 3-1 Alerts and Activities Display—Window Tools Buttons
Exports the current tabular display to a PDF file.
Opens the Filter page, for refining the tabular display in the Alerts and Activities display.
Opens a printer-friendly version for printing.
Opens a 24-hour Fault History tabular display of information about all alerts on all devices in the current view.1
Understanding the Fault History: Alerts and Activities Display
Opens an ITM Tools window with links to available tools.2
1 The Fault History button is available if you have not installed Incremental Device Update (IDU) 2 or later.
2 The ITM Tools button is available only if you have downloaded and installed IDU 2 or later from the ITM download site: http://www.cisco.com/pcgi-bin/tablebuild.pl/item-3des.
ITM Tools Window
Figure 3-3 provides an example of the ITM Tools window.
Figure 3-3 Tools
You can open the following from the ITM Tools window:
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You can open one ITM Tools window for each Alerts and Activities Display on your desktop. Each ITM Tools window remains open until you close it.
Getting Alert Details
Use the tabular display in the Alerts and Activities display to obtain more information about the alerts that are occurring in your current view. In the tabular display, as shown in Figure 3-4, alerts are grouped by their severity: critical, warning, or informational. Within these severity groupings, or buckets, alerts with the latest change are listed first.
When an alert is generated, it remains in the Alerts and Activities display until it expires . ITM sets an alert state to Expired when ITM performs its normal polling and determines that the alarm has been in the Cleared state for 30 minutes or longer (from the time of polling). 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.
Figure 3-4 provides an example of an Alerts and Activities tabular display. This display is refreshed every 30 seconds.
Figure 3-4 Alerts and Activities—Tabular Display
Table 3-2 defines the table elements. All elements are updated every 30 seconds.
Tip
Table 3-2 Alerts and Activities Tabular Display—Contents
Severity of alert
Critical
Warning
Informational Unidentified Trap alert
(no icon)
Informational (for all other alerts)
Alert identifier number. Clicking this link opens an Alerts and Activities Detail page (see the "Starting the Alerts and Activities Detail Page" section).
Device type. Learning indicates that ITM was discovering the device when the alert occurred. The actual device type is reflected when new events occur. For more information, see "Using Device Management."
Time span since alert creation, depending upon alert status:
Active or Acknowledged
Time span between alert creation and current server time.
Cleared
Time span between alert creation and Last Change time (the Last Change time may also represent when the alert was cleared).
Date and time alert last occurred or was changed. Diamonds indicate alert activity, such as a new event, alert acknowledgement, 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 over 46 minutes ago.
Device name or IP address. Clicking this link opens the Detailed Device View (see the "Viewing Device Elements in Detail" section).
Event category, one of the following: Application, Connectivity, Environment, Interface, Other, Reachability, System Hardware, Utilization. For alerts containing multiple events, the tabular display shows the category of the event with the most recent change.
Alert status, based on last polling.
Active
Alert is live. (Note that alerts on suspended devices remain active; see the "Sending E-Mail in Response to an Alert" section.)
Cleared
Alert is no longer live. If the alarm has been in the Cleared state for 30 minutes or more (from the time of polling), the alert expires and is removed from the display.
Acknowledged
Alert was manually acknowledged by a user (from Alerts and Activities Detail page).
Customizing the Alerts and Activities Display
After adding your devices to a view, you can customize your Alerts and Activities display by selecting specific views and using filters:
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You can also change the names of ITM events to names that are more meaningful to you. These names will also be reflected in both the Alerts and Activities display and in any Fault History reports you generate. This function, called Notification Customization, is available in IDU 4 (or later). For information on changing ITM event names using Notification Customization, see the "Customizing the Names of ITM Events" section.
Selecting Views for Alerts and Activities
When you select IP Telephony Monitor > Alerts and Activities to open the Alerts and Activities display, all available views are listed in the view pane on the left side of the display. If the views shown do not meet your needs, you can create a new view as described in the "Creating a View" section.
The view pane is updated every two minutes. You can have up to 18 views in the view pane in a single Alerts and Activities display. See the "Activating and Deactivating a View" section for information on how to manage your views.
Filtering Alerts and Activities
Filters allow you to manipulate the Alerts and Activities display to show alerts based on their severity, status, and originating device.
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Figure 3-5 shows the Alert Filters page. You can populate the Device Type box by selecting device types from the button to the right of the Device Type box. By default, all device types are selected.
Figure 3-5 Alerts and Activities—Alert Filters Dialog Box
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Figure 3-6 Alerts and Activities—Device Types Dialog Box
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Step 5
Getting Event Details
These topics address how to start and use the Alerts and Activities Detail page to get more information on events:
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Starting the Alerts and Activities Detail Page
The Alerts and Activities Detail page provides information about all of the events that were rolled up into a specific alert.
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Figure 3-7 Alerts and Activities Detail Page
Alerts status bar. See the "Alert Status Bar" section.
Tools list. Select a tool, such as Fault History. See the "Tools" section.1
Launch information area. See the "Launch Information Area" section.
Command button area. See the "Command Button Area" section.
Tabular display pane. See the "Tabular Display Pane" section.
Notes pane. See the "Notes Pane" section.
Window tools area. See the "Window Tools Area" section.
1 If you have not installed IDU 2 or later, the Alerts and Activities Detail page looks a bit different; a Fault History link is provided.
Understanding the Layout of the Alerts and Activities Detail Page
These topics provide details about the information in the Alerts and Activities display.
Alert Status Bar
The alert status bar lists details about the alert with which the listed events are associated. Table 3-3 explains the contents of the alert status bar area.
Table 3-3 Alerts and Activities Detail Page—Alert Status Bar Contents
Device name or IP address.
Device type. Learning indicates that ITM was discovering the device when the alert occurred. The actual device type is reflected when new events occur. For more information, see "Using Device Management."
Alert status, based on last polling.
Active
Alert is live. (Note that alerts on suspended devices remain active; see the "Sending E-Mail in Response to an Alert" section.)
Cleared
Alert is no longer live. If the alarm has been in the Cleared state for 30 minutes or more (from the time of polling), the alert expires and is removed from the page.
Acknowledged
Alert was manually acknowledged by a user (from Alerts and Activities Detail page). If an event on the alert recurs, the alert state reverts back to Active.
Alert identifier number
Time span since alert creation, depending upon alert status:
Active or Acknowledged
Time span between alert creation and current server time.
Cleared
Time span between alert creation and Last Change time (the Last Change time may also represent when the alert was cleared).
Time and date of last alert update (indicates activity, such as an event recurrence, alert acknowledgement, the addition of an annotation, and so forth). Alerts are grouped by severity, and within severities, alerts with the latest change are listed first.
Tabular Display Pane
In the Alerts and Activities Detail page, the tabular display pane contains a table that lists details about events. These events are associated with the alert listed in the alert status bar. You can refresh the display by clicking Refresh at the bottom of the pane. For an explanation of all of the items in the table, see the "Getting Event Details" section.
The diamond symbols in the Last Change column indicate which alerts have experienced recent activity. When no icon appears in the Last Change column, the alert is stale.
The tabular display is scrollable and can store up to 1,000 records. See Figure 3-4 for an illustration of the actions you can perform from this window.
Launch Information Area
The launch information area shows the time on the server when the Alerts and Activities Detail page was started.
Window Tools Area
The top-right corner of the Alerts and Activities Detail page contains a printer tool button, as described in Table 3-4.
Table 3-4 Alerts and Activities Detail Page—Window Tools Button
Opens a printer-friendly version for printing
Tools
The tools list includes Fault History. Selecting Fault History opens a 24-hour Fault History report on the component. See the "Understanding the Fault History: Events Display" section.
Note
Notes Pane
The notes pane lists any alert annotations that users have entered. The notes pane is a convenient tool for making sure that all users see alert information. You can add an annotation by clicking the Annotate button. Adding an annotation is described in the "Starting the Alerts and Activities Display" section.
Command Button Area
In addition to the Annotate button in the notes pane, the command button area provides other ways to respond to alerts.
Table 3-5 Alerts and Activities Detail Page—Command Buttons
Refresh
Refreshes the tabular display.
Acknowledge
Changes the event status to Acknowledged. See the "Acknowledging an Alert" section for more information.
Suspend
Suspends polling and trap processing on the device or device component by opening a Detailed Device View, from which you can perform the suspend command. The Detailed Device View is described in the "Starting the Detailed Device View" section.
Notify
Sends e-mail notification of the alert. See the "Sending E-Mail in Response to an Alert" section for more information.
Close
Closes the Alerts and Activities Detail page.
Viewing Events Associated with an Alert
Use the tabular display in the Alerts and Activities Detail page to obtain more information about all of the events associated with a specific alert. In the tabular display, as shown in Figure 3-8, events with the latest change are listed first.
Events remain in the Alerts and Activities Detail page until the parent alert expires. If you suspend a device, all the events are cleared, but the alert remains active. (This way, users cannot remove important information from the display, and that you can easily resume the device.)
If an event recurs, the existing event is not updated. Instead, the recurrence is shown as a new event with a new event ID.
Figure 3-8 provides an example of an Alerts and Activities Detail table. This table is refreshed every 30 seconds.
Figure 3-8 Alerts and Activities Detail Page—Tabular Display
Table 3-6 defines the table elements. Click Refresh at the bottom of the pane to refresh the table contents.
Tip
Table 3-6 Alerts and Activities Detail Tabular Display—Contents
Event identifier number. Clicking this link opens the event properties page (see the "Getting Event Details" section). Note that this Event ID is not the same as the Event Code provided by Notification Services in IDU 4. For more information, see the "Customizing the Names of ITM Events" section.
ITM event name (as described in the "Events Processed" section). You can also change the names of ITM events to something that is more meaningful to you. This function, called Notification Customization, is only available if you have downloaded and installed IDU 4 or later. For information on changing ITM event names using Notification Customization, see the "Customizing the Names of ITM Events" section.
Device element on which the event occurred.
Time at which the event occurred.
Event status, based on last polling.
Active
Event is live.
Cleared
Event is no longer live. (Note that events on suspended devices are moved to cleared, but the alert remains active. See the "Sending E-Mail in Response to an Alert" section.)
Suspended
Device is suspended.
Resumed
Device is being resumed.
Deleted
Device has been deleted.
Links to tools that provide more information on the event.
Note
Viewing Event Properties
The event properties page provides additional details about the event, such as the values of MIB attributes at the time of the event, polling and threshold information, and utilization information.
Step 1
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Figure 3-9 shows a typical event properties page.
Figure 3-9 Event Properties Page
The information that is shown in the event properties page depends on the event type.
Getting Device Information
The Detailed Device View provides extensive information on the devices and device components listed in the "Starting the Detailed Device View" section. You can view information on devices that ITM is currently managing, as well as devices whose management you have suspended.
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See these topics for more information:
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Starting the Detailed Device View
You can start the Detailed Device View from within the Alerts and Activities display, either by clicking a device link, or by starting the Alerts and Activities Detail page and clicking Suspend or Resume.
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Figure 3-10 provides an example of device information for a Cisco Catalyst 6506 switch.
Figure 3-10 Detailed Device View—Cisco Catalyst 6506 Switch
Component categories pane. See the "Component Categories Pane" section.
Command button area. See the "Command Buttons Area" section.
System information pane. See the "System Information Pane" section.
Launch information area. See the "Launch Information" section.
Record count. See the "Record Count" section.
Understanding the Layout of the Detailed Device View
These topics provide details about the information in the Detailed Device View.
Component Categories Pane
The component categories pane lists the components of the device or cluster. Selecting a component allows you to view detailed information pertaining to that component, such as CPU usage for a processor, TotalUsedMemory for memory, and so forth.
System Information Pane
The system information pane provides information such as the system name, IP address, SysObjectID, system contact, and so forth. Table 3-8 lists the Detailed Device View information you will see for each device type. Examples of different Detailed Device Views are provided in the "Viewing Device Elements in Detail" section.
If the system information pane lists an attribute with no value, it is because of one of the following reasons:
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You can suspend or resume device or component monitoring by clicking the Suspend or Resume button (the button shown depends on the component's current managed state). These functions are described in these sections:
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Record Count
The record count lists the number of information types available on the device.
Command Buttons Area
In addition to the Suspend and Resume button in the system information pane, the command button area provides other ways to respond to alerts.
Launch Information
The launch information tells you when the Detailed Device View was started. If you refresh the page, the time is updated.
Viewing Device Elements in Detail
These topics explain how to use the Detailed Device View, and what the Detailed Device View displays for different device classes. These topics also provide examples of different Detailed Device Views:
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Information Shown (by Device Class) in the Detailed Device View
Table 3-8 shows the types of device information displayed for the various device classes that IP Telephony Monitor supports.
Table 3-8 Device Information Provided by the Detailed Device View
Switches
X
X
X
RSM, MSM, MSFC
Routers
X
X
X
RSM, MSM, MSFC
Voice Gateways
X
X
X
X
RSM, MSM, MSFC
Cisco CallManager or Cluster
Media Servers, Digital Voice Gateways,
Voice Gateways, VoiceMail GatewaysMedia Server
X
X
X
X
Unity
X
X
X
X
Gatekeeper
X
X
X
X
Phone Access Switch
X
X
X
PRPhone3
X
MonitoredPhone4
X
VoiceMail Gateway
X
X
X
Digital Voice Gateway
X
X
SRSTDevice3
X
X
X
ICS
X
MRP, SSP, SPE
MRP
X
X
X
SSP
X
X
SPE
X
X
1 You can display a new Detailed Device View for each of these subcomponents.
2 Voice applications and confidence testing.
4 MonitoredPhone is available only if you have not installed IDU 2 or later.
The status categories—Environment, System, Interface, and so forth—list different entries depending upon the device class. The following are some examples of what you may see under the status categories:
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How to Use the Detailed Device View
To start a Detailed Device View, click a device link from the Alerts and Activities Detail page. The information shown by the Detailed Device View depends on the type of device you select, as shown in Table 3-8.
For example, Figure 3-11 shows a Cisco ICS 7750, an aggregate device with subcomponents (MRPs, SSPs, and SPEs).
Figure 3-11 Detailed Device View—Cisco ICS 7750
If you select one of the subcomponents—for example, one of the MRPs under the MRP folder—the Detailed Device View displays the managed state of the subcomponent on the right side of the display (see Figure 3-12), and a new Detailed Device View launch point is provided.
Figure 3-12 Launching a Detailed Device View for an ICS 7750 MRP
To display a Detailed Device View for the MRP, click Launch New DDV for This Device. The new Detailed Device View appears (see Figure 3-13).
Figure 3-13 Detailed Device View—Cisco ICS 7750 MRP
Figure 3-14 shows a Cisco CallManager or Cluster with aggregate devices, an aggregate device with subcomponents (Voice Gateway, Phone Access Switch, Access Gateway, Router, and Switch).
Figure 3-14 Detailed Device View—Cisco CallManager or Cluster
If you select one of the Voice Gateways, the Detailed Device View displays the managed state of the subcomponent (see Figure 3-15), and a new Detailed Device View launch point is provided.
Figure 3-15 Launching a Detailed Device View for a Voice Gateway
To display a Detailed Device View for the MRP, click Launch New DDV For This Device, and the new Detailed Device View appears (see Figure 3-16).
Figure 3-16 Detailed Device View—Cisco Catalyst 4604-GWY Access Gateway
For voice applications such as Cisco CallManager, the Detailed Device View provides version and status information, and a launch point for the Cisco CallManager administration page, as shown in Figure 3-17.
Figure 3-17 Detailed Device View—Media Server with Cisco CallManager
Besides viewing device information from the Detailed Device View, you can also change the managed state of devices and their components, as explained in the "Suspending Device Monitoring" section.
Viewing Cascaded Phones on the Detailed Device View
ITM does not display the switch information for cascaded phones. A cascaded phone connects to another phone that is connected to a switch, but is not itself connected directly to the switch.
ITM phone discovery discovers the switch ports that have phones connected to them. However, ITM does not discover all phones connected to a switch port. Therefore, the Detailed Device View for a cascaded phone will not display switch information.
Suspending Device Monitoring
You can stop monitoring a device by selecting it and clicking the Suspend button in the Detailed Device View. Conversely, you can resume monitoring by clicking the Resume button. These actions are also available for suspending and resuming specific components. See these topics for more information:
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Suspending/Resuming Devices
When you unmanage a device—changing its managed state to false—ITM no longer polls that device for information. Subsequent events (including traps) are ignored and no longer processed.
When you suspend a device, all of the active events on the device are moved to the Cleared state, but the alert remains in the Active state. This happens to ensure that:
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Figure 3-18 provides an example of the Detailed Device View for a suspended Cisco Catalyst 6506 switch. Note the Resume button at the bottom of the window.
Figure 3-18 Detailed Device View—Suspended Cisco Catalyst 6506 Switch
Suspending/Resuming a Device Component
You can unmanage or remanage device components using the Detailed Device View. When you unmanage a component—changing its managed state to false—ITM no longer polls that component for information. Subsequent events (including traps) are ignored and no longer processed.
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Note
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Step 1
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Step 4
Step 5
Figure 3-19 shows the location of the ManagedState column for one of the managed interfaces on a Cisco Catalyst 6506 switch.
Figure 3-19 Editing the Managed State of a Device Component
Acknowledging, Annotating, and Sending E-Mail Notifications of Alerts
As shown in Figure 3-20, the Alerts and Activities Detail page provides command buttons in the bottom-right corner of the page. The Suspend button is discussed in the "Suspending Device Monitoring" section. This topic explains how you can use the Acknowledge, Annotate, and Notify buttons to respond to alerts.
Figure 3-20 Alerts and Activities Detail Page
See these topics for more information:
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Acknowledging an Alert
Acknowledging an active alert signals other users that you are aware of the alert. When you click the Acknowledge button in the Alerts and Activities Detail page, this status change is populated to all Alerts and Activities displays.
If an event on the alert recurs, the status reverts to Active.
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Figure 3-21 shows an alert that is to be acknowledged.
Figure 3-21 Acknowledging an Alert (Before the Acknowledgement)
Figure 3-22 shows the Alerts and Activities window. The first line contains the alert that was acknowledged in Figure 3-21. (Note the diamonds in the Last Change column, indicating this change.)
Figure 3-22 Acknowledging an Alert (After the Acknowledgement)
Annotating an Alert
You can annotate an alert by clicking the Annotate button from the Alerts and Activities Detail page. An editable Annotation dialog box opens; in the dialog box, you can enter up to 255 characters. An annotation will be shown whenever other users view the alert from an Alerts and Activities Detail page.
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Figure 3-23 shows a typical Annotation dialog box.
Figure 3-23 Alert Annotation Dialog Box
Figure 3-24 shows the Alerts and Activities Detail page containing the annotation created in Figure 3-23.
Figure 3-24 Annotation on the Alerts and Activities Detail Page
Sending E-Mail in Response to an Alert
When you click the Notify button in the Alerts and Activities Detail page, ITM opens a dialog box that you can complete to manually send an e-mail notification to multiple recipients. The e-mail notification will contain only the text you add; it will 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 Notification Services to set up an e-mail notification subscription. Refer to the "Managing E-Mail Notifications" section.)
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f.
g.
Figure 3-25 shows the dialog box you use to send a notification.
Figure 3-25 Notifying Others of an Alert or Event by E-mail
