Cisco CallManager Serviceability Administration Guide, Release 3.2
Preface

Table Of Contents

Preface

Purpose

Audience

Organization

Related Documentation

Conventions

Obtaining Documentation

World Wide Web

Documentation CD-ROM

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco.com

Technical Assistance Center

Contacting TAC by Using the Cisco TAC Website

Contacting TAC by Telephone


Preface


This preface describes the purpose, audience, organization, and conventions of this guide, and provides information on how to obtain related documentation.

The preface covers these topics:

Purpose

Audience

Organization

Related Documentation

Conventions

Obtaining Documentation

Obtaining Technical Assistance

Purpose

The Cisco CallManager Serviceability Administration Guide provides information about the Cisco CallManager Serviceability program, remote serviceability tools, and the CDR Analysis and Reporting tool.

Use this book with the Cisco CallManager System Guide, the Cisco CallManager Administration Guide, and the Cisco CallManager Serviceability System Guide. All documents provide instructions for administering the Cisco CallManager program and include descriptions of procedural tasks you complete using Cisco CallManager Administration.

Audience

The Cisco CallManager Serviceability Administration Guide is written for network administrators responsible for managing and supporting the Cisco CallManager system. Network engineers, system administrators, or telecom engineers use this guide to learn about, and administer, remote serviceability features. This guide requires knowledge of telephony and IP networking technology.

Organization

The following table shows how this guide is organized:

Chapter
Description

"Introduction"

Provides an overview of the Cisco CallManager Serviceability program, remote serviceability programs, and reporting tools.

"Alarm Configuration"

Provides procedures for configuring the Cisco CallManager alarm tool.

"Alarm Definitions"

Provides procedures for searching and editing the Cisco CallManager alarm definitions tool.

"Alarm Information"

Provides procedures for viewing the Cisco CallManager alarms in text and XML format.

"Trace Configuration"

Provides procedures for configuring the Cisco CallManager trace tool.

"Trace Collection Configuration"

Provides procedures for configuring the Cisco CallManager trace collection tool.

"Trace Analysis Configuration"

Provides procedures for configuring the Cisco CallManager trace analysis tool.

"Q.931 Translator"

Provides procedures for using the Q.931 translation tool.

"Control Center"

Provides procedures for using the serviceability control center tool to start and stop Cisco CallManager services.

"Real-Time Monitoring Configuration"

Provides procedures for using the serviceability Real-Time Monitoring tool.

"CDR Analysis and Reporting"

Provides the procedures for configuring the CDR Analysis and Reporting (CAR) CDR service parameters and logging in and out of CAR.

"CAR System Configuration"

Provides procedures for configuring the CAR system parameters, system scheduler, and system database.

"CAR Report Configuration"

Provides procedures for configuring the rating engine, quality of service, and automatic generation for CAR reports.

"CAR User Reports Configuration"

Provides procedures for configuring individual and department bills, CTI ports, and Cisco IP phone services for use with CAR user reports.

"CAR System Reports Configuration"

Provides procedures for configuring quality of service reports and parameters, traffic summary, system overview, and CDR errors for use with CAR system reports.

"CAR Device Reports Configuration"

Provides procedures for configuring CAR device reports for gateways, conference bridges, and voice-mail utilization.

"CDR Search Configuration"

Provides procedures for configuring CAR CDR Search for user extension and gateway.

"Microsoft Performance"

Provides procedures for using the Microsoft Performance program to monitor the performance of the Cisco CallManager system.

"Bulk Trace Analysis"

Provides procedures for using Bulk Trace Analysis to analyze large trace log files.

"Overview of CiscoWorks2000"

Provides information on how to remotely monitor the Cisco CallManager system using CiscoWorks2000.

"Path Analysis Configuration"

Provides information on setting up path analysis and call detail records logging.

"System Log Management Configuration"

Provides information for setting up the Syslog file for use with CiscoWorks2000.

"Cisco Discovery Protocol Support Configuration"

Provides general and procedural information for Cisco Discovery Protocol (CDP).

"Cisco Secure Telnet Configuration"

Provides general and procedural information for using Cisco Secure Telnet with the Cisco CallManager system.

"Show Command Line Interface"

Provides an overview of the Cisco Show command.

"Simple Network Management Protocol Configuration"

Provides procedures for setting the SNMP agent, setting the SNMP trap receiver, starting the SNMP agent, and updating the management information base (MIB) information.

"Understanding CAR Reports"

Provides information describing the results of all CAR reports.


Related Documentation

Refer to the following documents for further information about related Cisco IP telephony applications and products:

Installing Cisco CallManager Release 3.2

Release Notes for Cisco CallManager Release 3.2

Cisco CallManager Administration Guide

Cisco CallManager System Guide

Cisco CallManager Serviceability System Guide

Hardware Configuration Guide for the Cisco Voice Gateway 200

Software Configuration Guide for the Cisco Voice Gateway 200

Cisco IP Phone 7900 Family Administration Guide

Cisco IP Telephony Troubleshooting Guide for Cisco CallManager

Cisco IP Telephony Network Design Guide

Conventions

This document uses the following conventions:

Convention
Description

boldface font

Commands and keywords are in boldface.

italic font

Arguments for which you supply values are in italics.

[   ]

Elements in square brackets are optional.

{ x | y | z }

Alternative keywords are grouped in braces and separated by vertical bars.

[ x | y | z ]

Optional alternative keywords are grouped in brackets and separated by vertical bars.

string

A nonquoted set of characters. Do not use quotation marks around the string or the string will include the quotation marks.

screen font

Terminal sessions and information the system displays are in screen font.

boldface screen font

Information you must enter is in boldface screen font.

italic screen font

Arguments for which you supply values are in italic screen font.

 

This pointer highlights an important line of text in an example.

^

The symbol ^ represents the key labeled Control—for example, the key combination ^D in a screen display means hold down the Control key while you press the D key.

<   >

Nonprinting characters, such as passwords, are in angle brackets.


Notes use the following conventions:


Note Means reader take note. Notes contain helpful suggestions or references to material not covered in the publication.


Timesavers use the following conventions:


Timesaver Means the described action saves time. You can save time by performing the action described in the paragraph.


Tips use the following conventions:


Tips Means the information contains useful tips.


Cautions use the following conventions:


Caution Means reader be careful. In this situation, you might do something that could result in equipment damage or loss of data.

Warnings use the following conventions:


Warning This warning symbol means danger. You are in a situation that could cause bodily injury. Before you work on any equipment, you must be aware of the hazards involved with electrical circuitry and familiar with standard practices for preventing accidents.


Obtaining Documentation

The following sections provide sources for obtaining documentation from Cisco Systems.

World Wide Web

You can access the most current Cisco documentation on the World Wide Web at the following sites:

http://www.cisco.com

http://www-china.cisco.com

http://www-europe.cisco.com

Documentation CD-ROM

Cisco documentation and additional literature are available in a CD-ROM package, which ships with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or as an annual subscription.

Ordering Documentation

Cisco documentation is available in the following ways:

Registered Cisco Direct Customers can order Cisco Product documentation from the Networking Products MarketPlace:

http://www.cisco.com/cgi-bin/order/order_root.pl

Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store:

http://www.cisco.com/go/subscription

Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco corporate headquarters (California, USA) at 408 526-7208 or, in North America, by calling 800 553-NETS (6387).

Documentation Feedback

If you are reading Cisco product documentation on the World Wide Web, you can submit technical comments electronically. Click Feedback in the toolbar and select Documentation. After you complete the form, click Submit to send it to Cisco.

You can e-mail your comments to bug-doc@cisco.com.

To submit your comments by mail, use the response card behind the front cover of your document, or write to the following address:

Attn Document Resource Connection
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools. For Cisco.com registered users, additional troubleshooting tools are available from the TAC website.

Cisco.com

Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information and resources at anytime, from anywhere in the world. This highly integrated Internet application is a powerful, easy-to-use tool for doing business with Cisco.

Cisco.com provides a broad range of features and services to help customers and partners streamline business processes and improve productivity. Through Cisco.com, you can find information about Cisco and our networking solutions, services, and programs. In addition, you can resolve technical issues with online technical support, download and test software packages, and order Cisco learning materials and merchandise. Valuable online skill assessment, training, and certification programs are also available.

Customers and partners can self-register on Cisco.com to obtain additional personalized information and services. Registered users can order products, check on the status of an order, access technical support, and view benefits specific to their relationships with Cisco.

To access Cisco.com, go to the following website:

http://www.cisco.com

Technical Assistance Center

The Cisco TAC website is available to all customers who need technical assistance with a Cisco product or technology that is under warranty or covered by a maintenance contract.

Contacting TAC by Using the Cisco TAC Website

If you have a priority level 3 (P3) or priority level 4 (P4) problem, contact TAC by going to the TAC website:

http://www.cisco.com/tac

P3 and P4 level problems are defined as follows:

P3—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.

P4—You need information or assistance on Cisco product capabilities, product installation, or basic product configuration.

In each of the above cases, use the Cisco TAC website to quickly find answers to your questions.

To register for Cisco.com, go to the following website:

http://www.cisco.com/register/

If you cannot resolve your technical issue by using the TAC online resources, Cisco.com registered users can open a case online by using the TAC Case Open tool at the following website:

http://www.cisco.com/tac/caseopen

Contacting TAC by Telephone

If you have a priority level 1(P1) or priority level 2 (P2) problem, contact TAC by telephone and immediately open a case. To obtain a directory of toll-free numbers for your country, go to the following website:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

P1 and P2 level problems are defined as follows:

P1—Your production network is down, causing a critical impact to business operations if service is not restored quickly. No workaround is available.

P2—Your production network is severely degraded, affecting significant aspects of your business operations. No workaround is available.