Table Of Contents

Introduction

Cisco CallManager

Serviceability

Alarms

Trace

Control Center

Real-Time Monitoring

Remote Serviceability

Cisco Secure Telnet

Show Command Line Interface

Performance Monitoring

CiscoWorks2000

Path Analysis Interface

System Log Management

Simple Network Management Protocol Support

Cisco Discovery Protocol

Reporting Tools

Appendix

Definitions

Where to Find More Information

Introduction

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This chapter provides an overview of Cisco CallManager Serviceability, remote serviceability, and CDR Analysis and Reporting.

This chapter contains the following topics:

•Cisco CallManager

•Serviceability

•Alarms

•Trace

•Control Center

•Real-Time Monitoring

•Remote Serviceability

•Cisco Secure Telnet

•Show Command Line Interface

•Performance Monitoring

•CiscoWorks2000

•Path Analysis Interface

•System Log Management

•Simple Network Management Protocol Support

•Cisco Discovery Protocol

•Reporting Tools

•Appendix

•Definitions

•Where to Find More Information

Cisco CallManager

Cisco CallManager provides the software-based, call-processing component of the Cisco IP Telephony Solutions for the Enterprise, part of Cisco AVVID (Architecture for Voice, Video and Integrated Data).

The Cisco CallManager system extends enterprise telephony features and functions to packet telephony network devices such as IP phones, media processing devices, voice-over-IP (VoIP) gateways, and multimedia applications. Additional data, voice, and video services such as unified messaging, multimedia conferencing, collaborative contact centers, and interactive multimedia response systems interact through Cisco CallManager open telephony application program interface (API).

The Cisco CallManager system includes a suite of integrated voice applications for performing voice conferencing and manual attendant console functions. Because of this suite of voice applications, no need exists for special-purpose, voice-processing hardware.

Supplementary and enhanced services such as hold, transfer, forward, conference, multiple-line appearances, automatic route selection, speed dial, last-number redial, and other features extend to IP phones and gateways. Because Cisco CallManager is a software application, enhancing its capabilities in production environments requires only upgrading software on the server platform.

Distribution of Cisco CallManager and all Cisco IP phones, gateways, and applications across an IP network provides a distributed, virtual telephony network. This architecture improves system availability and scalability. Call admission control ensures that voice quality of service (QoS) is maintained across a constricted WAN link and automatically diverts calls to alternate public switched telephone network (PSTN) routes when WAN bandwidth is not available.

Cisco CallManager Administration, a web-based interface to the database, provides remote device and system configuration and serviceability. This interface also provides access to HTML-based online help for users and administrators.

Serviceability

Administrators can use the Cisco CallManager Administration service tool to troubleshoot system problems. This web-based tool, Serviceability, provides the following services:

•Alarms—Saves Cisco CallManager services alarms and events for troubleshooting and provides alarm message definitions.

•Trace—Saves Cisco CallManager services trace information to various log files for troubleshooting. Administrators can configure, collect, and analyze trace information.

•Real-Time Monitoring—Monitors real-time behavior of the components in a Cisco CallManager cluster.

•Control Center—Views status of Cisco CallManager services. Administrators use Control Center to start and stop services.

Access Serviceability from the Cisco CallManager Administration window by choosing Applications from the menu bar. Installing the Cisco CallManager software automatically installs Serviceability and makes it available.

Alarms

Administrators use Alarms to obtain the run-time status and state of the Cisco CallManager system and to take corrective action to fix detected problems. Administrators can forward alarms to a trace file for further analysis.

Administrators can send alarm information to the Win2000 event view program, the system diagnostic interface (SDI) trace library, the signal distribution layer (SDL) trace library, or the CiscoWorks2000 Syslog file.

Administrators decide what level of event information is sent to the destination file. Alarm event levels include emergency, alert, critical, error, warning, notice, informational, and debug.

See "Alarms," for detailed Alarms information.

Trace

Administrators use Trace to obtain specific, detailed Cisco CallManager services information for troubleshooting system problems. Trace provides four main functions:

•Configure trace parameters

•Collect trace files

•Analyze trace data for troubleshooting problems

•Translate Q931 message format trace files to IOS message format

Use Trace Configuration to configure the trace parameters for Cisco CallManager services on any Cisco CallManager server in the cluster.

Use Trace Collection to collect trace information for any Cisco CallManager service, the time and date of the trace for that service, and the trace type for that service. Trace Collection takes the information that you selected and writes it into a single file. You can display the collected results or download them to a file.

Use Trace Analysis to provide greater trace detail on an SDI or SDL trace, a device name, or an IP address for a Cisco CallManager service.

Use Q931 Translator to translate ISDN/Q931 messages in the SDI trace files to IOS message format. Q931 Translator supports text and XML trace files. You can save the translated trace files to any destination on the network.

See "Trace," for detailed Trace information.

Control Center

Administrators use Control Center to view the status of any service on any Cisco CallManager server in a cluster. Administrators start and stop services using Control Center.

See "Control Center," for detailed Control Center information.

Real-Time Monitoring

Administrators use the Real-Time Monitoring tool to view real-time status of the components in a Cisco CallManager cluster. The Real-Time Monitoring tool monitors and displays performance and device status information.

Real-Time Monitoring provides an alert notification mechanism to ease the system administrator troubleshooting tasks. Real-Time Monitoring monitors various aspects of the Cisco CallManager performance by periodically polling Win2000 performance counter values.

Real-Time Monitoring discovers devices regardless of their registration status in the cluster. Real-Time Monitoring searches on device name, IP address, or DN and monitors the status of discovered devices. Device status monitoring provides an alert notification mechanism for gateway ports and channels.

See "Real-Time Monitoring," for detailed Real-Time Monitoring information.

Remote Serviceability

Cisco Service Engineers (CSE) use the remote serviceability tools to supplement the management and administration of your Cisco CallManager system. Using these tools, CSEs gather system and debug information when remote troubleshooting or diagnostic help is needed.

With customer permission, technical support engineers log on to a Cisco CallManager server and get a desktop or shell that allows them to perform any function that could be done from a local logon session.

Remote serviceability supports numerous applications in the multihost and multiplatform Cisco IP Telephony Solutions environment. The tools can process and report on a vast collection of local or remote Cisco CallManager configuration data and system information.

Cisco CallManager supports the following capabilities for remote serviceability:

•Cisco Secure Telnet—Allows CSEs to log on to customer remote site to troubleshoot Cisco CallManager system.

•Show Command Line Interface—Allows CSEs to display Cisco CallManager system statistics on customer network.

•Microsoft Windows 2000 Performance Monitoring—Allows administrators to monitor performance of Cisco CallManager on local or remote installations.

•CiscoWorks2000 Network Management System—Provides remote network management for a Cisco CallManager cluster.

•Path Analysis Interface—Traces connectivity between two specified points on a network and analyzes both physical and logical paths (Layer 2 and Layer 3) taken by packets flowing between those points.

•System Log Management—Provides a centralized system logging service for Cisco IP Telephony Solutions.

•SNMP Instrumentation—Enables administrators to remotely manage network performance, find and solve network problems, and plan for network growth.

•Cisco Discovery Protocol Support—Enables discovery of Cisco CallManager servers and management of those servers by CiscoWorks2000.

Cisco Secure Telnet

Cisco Secure Telnet offers Cisco Service Engineers transparent firewall access to Cisco CallManager servers on your site.

Cisco Secure Telnet works by enabling a Telnet client inside the Cisco Systems firewall to connect to a Telnet daemon behind your firewall. This secure connection allows remote monitoring and maintenance of your Cisco CallManager servers without requiring firewall modifications.

See "Cisco Secure Telnet," for detailed information.

Show Command Line Interface

Show, a command line tool, displays the contents of the Cisco CallManager configuration database, configuration file, memory statistics, and/or the Windows diagnostic information.

You must install the Cisco CallManager to use the show tool. You run the show command from a DOS shell. You can display the output data on the console or save it into a text file.

See "Show Command Line Interface," for detailed information.

Performance Monitoring

Cisco CallManager operates in a Windows 2000 environment. Using the Windows 2000 Performance application, administrators can monitor the performance of Cisco CallManager on local or remote systems.

Performance displays both general and specific information in real time. The Cisco CallManager system gathers and feeds statistical information into the Performance tool by means of objects and counters.

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Note Cisco CallManager provides a real-time performance monitoring with the Real-Time Monitoring tool. Performance monitoring and Real-Time Monitoring both provide object and counter information. The Real-Time Monitoring tool also provides Cisco CallManager device status information. See "Real-Time Monitoring," for more information.

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See "Microsoft Performance," for detailed information.

CiscoWorks2000

CiscoWorks2000 serves as the network management system (NMS) of choice for all Cisco devices as well as the Cisco CallManager system. Because it is not bundled with Cisco CallManager, you must purchase it separately. Use the following tools with CiscoWorks2000 for remote serviceability:

•System Log

•Path Analysis

•Cisco Discovery Protocol

•Simple Network Management Protocol

See "CiscoWorks2000 Overview," for information.

Path Analysis Interface

Path Analysis traces connectivity between two specified points on a network. It analyzes both physical and logical paths (Layer 2 and Layer 3) taken by packets flowing between those points.

After a call completes, PathTool traces the route of audio packets by specifying the directory number of the calling and called parties. This applies to calls among any of the following endpoints: Cisco IP phones, analog devices connected to a station gateway, or trunk gateways (analog or digital).

For more information, consult CiscoWorks2000 online help.

To display the paths that are traced, you can use maps, trace logs, or tables in CiscoWorks2000 Campus Manager.

See "Path Analysis," for detailed information.

System Log Management

Cisco Syslog Analysis, which is packaged with CiscoWorks2000 Resource Manager Essentials, provides management of Cisco Syslog messages.

Cisco Syslog Analyzer serves as the component of Cisco Syslog Analysis that provides common storage and analysis of the system log for multiple applications. The other major component, Cisco Syslog Collector, gathers log messages from Cisco CallManager servers.

These two Cisco applications work together to provide a centralized system logging service for Cisco IP Telephony Solutions.

See "System Log Management," for detailed information.

Simple Network Management Protocol Support

Network management systems (NMS) use SNMP, an industry-standard interface, to exchange management information between network devices. A part of the TCP/IP suite, SNMP enables administrators to remotely manage network performance, find and solve network problems, and plan for network growth.

A MIB designates a collection of information that is organized hierarchically. Access MIBs using a network management protocol such as SNMP. MIBs comprise managed objects, which are identified by object identifiers.

Cisco CallManager supports the following MIBs:

•CISCO-CCM-MIB

•CISCO-CDP-MIB

•SYSAPPL-MIB

An SNMP agent can send traps that identify important system events to the network manager. Some examples of Cisco CallManager SNMP trap messages that are sent to an NMS specified as a trap receiver include Cisco CallManager failed, Phone failed, and Route list exhausted.

See "Simple Network Management Protocol," for detailed information.

Cisco Discovery Protocol

With CDP Advertisement Support, Cisco CallManager periodically sends out CDP messages on the active interface to a designated multicast address. These messages contain information such as device identification, interface name, system capabilities, SNMP agent address, and time to live.

Any Cisco device with CDP support can locate a Cisco CallManager by using these periodic messages. For example, a device can locate Cisco CallManager agent IP addresses using the CDP cache from direct neighboring devices.

See "Cisco Discovery Protocol Support," for detailed information.

Reporting Tools

The Cisco CallManager Serviceability reporting tool, CDR Analysis and Reporting (CAR), provides the following functions:

•Multiple levels of users—Administrators who can generate system reports and configure system parameters, managers who can generate reports for users an departments, and users who can generate individual billing reports.

•Generate user reports—Individual bills, department bills, top N by charge, top N by duration, top N by number of calls, CTI port enabled, and Cisco IP phone services.

•Generate system reports—QoS detail, QoS summary, QoS by gateway, QoS by call types, traffic summary, traffic summary with extensions, system overview, and CDR error.

•Generate device reports—Gateway detail, gateway summary, gateway utilization, route group utilization, route list utilization, route pattern utilization, conference bridge utilization, and voice-mail utilization.

•CDR search—CDR database search to verify the details of a call and to help track the progress and quality of leg of a call.

•System configuration—Administrators configure system parameters, report scheduler, database options, and error and event logs.

•Report configuration—Administrators configure base rate and duration for calls, factoring options, QoS values, and automatic report generation/alert.

Appendix

The Microsoft Performance counters for phones and gateways have related or overlapping information that is also used by Real-Time Monitoring device monitoring and CCM_SNMP_MIB. The appendix contains tables that describe the related counter information for Microsoft Performance, Real-Time Monitoring, and CCM_SNMP_MIB.

See "Cisco CallManager Perfmon Counters, RTM, and CCM_SNMP_MIB," for detailed information.

Definitions

Table 1-1 provides the definitions for the terms used throughout this document.

Table 1-1 Serviceability Terms and Definitions 

Term	Definition
Real-Time Monitoring	A program in Serviceability that provides real-time information about Cisco CallManager performance counters and devices.
Alarm	Administrators use alarms to obtain run-time status and state of the Cisco CallManager system. Alarms contain information about system problems such as explanation and recommended action.
Alarm Catalog	This term refers to a file containing all the Alarm definitions. Serviceability supports multiple alarm catalogs that are specific to the alarm type.
Alarm Definition	Administrators search the alarm definitions database for alarm information. The alarm definition contains a description of the alarm and a recommended action.
Alarm Event Levels	Administrators determine the level of information that an alarm will contain. Levels range from general information about the system to information for debugging purposes only.
Alarm Filters	Administrators determine the level of information an alarm contains and where the alarm information gets saved.
Alarm Monitors	Cisco CallManager Serviceability allows alarms to be sent to four destinations called monitors: Win2000 Event viewer, SDI trace, SDL trace, and SysLog.
Alert Notify	Administrators configure alert notifications for performance counters and gateway ports/channels using the Real-Time Monitoring tool. Real-Time Monitoring sends alerts to the administrator by e-mail or in a popup window.
Category Tabs	Administrators configure specific monitoring windows in Real-Time Monitoring for troubleshooting purposes. The administrator creates these specific windows using Category Tabs.
Chart View	The Performance Monitoring Window displays performance counters in chart view by default. Chart view graphically shows the performance of the counter.
Cisco CallManager service	Cisco CallManager supports many services in the form of software that performs a specific function, such as TFTP, CTI, or music on hold.
Control Center	Control Center program in Serviceability allows administrators to view the status of and to start and stop Cisco CallManager services.
Debug Trace Levels	Administrators determine the level of information that a trace will contain. Levels range from general errors to detailed errors for debugging purposes only.
Device Monitoring	Real-Time Monitoring displays real-time information about Cisco CallManager devices such as phones and gateways.
Device Monitoring Window	The right side of the Real-Time Monitoring tool window displays device performance information when the tool is monitoring device performance.
Device Name Based Trace Monitoring	Administrators obtain trace information about devices by configuring trace parameters for Cisco CallManager and Cisco CTIManager services.
Monitoring Objects Window	The left side of the Real-Time Monitoring tool window displays object counter hierarchy information or device information for a cluster. The information that displays depends on which tab is active in the window.
Object counter	Windows 2000 provides performance data that contains information about various object counters. Counters measure various aspects of system performance. Object counters include registered phones, calls attempted, and calls in progress. The Real-Time Monitoring tool monitors the real-time performance of these counters.
Performance Monitoring	The Real-Time Monitoring tool displays real-time information about a performance counter. Performance counters can be system specific or Cisco CallManager specific.
Performance Monitoring Window	The right side of the Real-Time Monitoring tool window displays counter performance information when the tool is monitoring counter performance.
SDI Trace log file	Every Cisco CallManager service includes a default SDI trace log file. The system traces system diagnostic interface information from the services and logs run-time events and traces to a log file.
SDL Trace log file	This file contains call-processing information from services such as Cisco CallManager and Cisco CTIManager. The system traces the signal distribution layer of the call and logs state transitions into a log file.
Service status icons	Control Center displays three icons representing the status of a service on a server: - Square represents a stopped service. - Arrow represents a service that is running. - Question mark represents a service that is in an unknown state.
Trace	Administrators and Cisco engineers use trace to obtain specific information about Cisco CallManager service problems.
Trace Analysis	This program in Trace allows administrators to debug specific system problems.
Trace log file	Cisco CallManager Serviceability sends configured trace information to this file. Two types of trace log files exist: SDI and SDL.
Window Status Bar	The bottom, right corner of the Real-Time Monitoring tool window displays the window status bar. The status bar displays five icons: Preferences, Cluster Information, Resource Usage, About, and Help.

Where to Find More Information

Additional Cisco Documentation

•Cisco CallManager Serviceability Administration Guide

•Cisco CallManager Troubleshooting Guide

•CiscoWorks2000 user documentation

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cw2000/index.htm