Contents

• Preface
• Purpose
• Audience
• Organization
• Related documentation
• Conventions
• Documentation and service requests
• Glossary

Preface

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

Note	Cisco Unified Contact Center Express and Cisco Unified IP IVR will be referred to as Unified CCX in the rest of this document.

The preface covers these topics:

• Purpose
• Audience
• Organization
• Related documentation
• Conventions
• Documentation and service requests
• Glossary

Purpose

The Cisco Unified Serviceability Administration Guide provides description and procedures for:

• Configuring alarms and traces for platform components and
• SNMP for platform and Unified CCX components

through Cisco Unified Serviceability web interface of Unified CCX 9.0(1).

Note	For configuration of alarms and traces for Unified CCX components, see Cisco Unified CCX Serviceability Administration Guide.

Use this guide with the documentation for your configuration:

Cisco Unified CCX

Cisco Unified CCX Serviceability Administration Guide and Cisco Unified CCX Real-Time Monitoring Tool Administration Guide.

These documents provide the following information:

• Cisco Unified CCX Serviceability Administration Guide—This document provides description and procedures for configuring alarms, traces, service parameters, performance configuration, and logging through Unified CCX Serviceability.
• Cisco Unified CCX Real-Time Monitoring Tool Administration Guide—This document describes how to use RTMT, a tool that allows you to monitor many aspects of the system (critical services, alerts, performance counters, and so on).

Tip	For Unified CCX, you must perform serviceability-related tasks in both Cisco Unified Serviceability and Cisco Unified CCX Serviceability; for example, you may need to start and stop services, configure alarms and traces in both applications to troubleshoot a problem.

Audience

The Cisco Unified Serviceability Administration Guide assists administrators that configure, troubleshoot, and support Cisco Unified CCX. This guide requires knowledge of telephony and IP networking technology.

Organization

The following table shows the organization of this guide:

Chapter title	Description
Cisco Unified Serviceability	Understanding Cisco Unified Serviceability
Cisco Unified Serviceability application	An overview of Cisco Unified Serviceability, including browser support and information on how to access and use the GUI.
Alarms	An overview of Cisco Unified Serviceability alarms and alarm definitions.
Configure alarms	Procedures for configuring alarms in Cisco Unified Serviceability; provides procedures for searching and editing Cisco Unified Serviceability alarm definitions.
Trace	An overview for configuring trace parameters in Cisco Unified Serviceability; also provides an overview of trace collection in the Cisco Unified CCX Real-Time Monitoring Tool.
Trace configuration	Procedures for configuring trace parameters for Cisco Unified Serviceability network and feature services; provides procedures for configuring the troubleshooting trace settings for services in Cisco Unified Serviceability.
Understanding services	A description of each network and feature service that displays in Cisco Unified Serviceability; provides procedures and recommendations for activating, deactivating, starting, and stopping Cisco Unified Serviceability feature and network services.
Serviceability Reporter archive	An overview on the reports that are generated by the Cisco Serviceability Reporter service.
Services configuration	Procedures for viewing reports that are generated by the Cisco Serviceability Reporter service.
Audit logs	Overview of the Cisco Audit Event Service.
Simple Network Management Protocol	An overview of Cisco Unified CCX support of SNMP versions 1, 2c, and 3. Administrators use SNMP to troubleshoot and to perform diagnostics and network management tasks.
SNMP v1 and v2c configuration	Procedures for configuring SNMP versions 1 and 2c
SNMP v3 configuration	Procedures for configuring SNMP version 3
SNMP system group configuration	Procedures for configuring the system contact and system location objects for the MIB-II system group.
SNMP trap parameters	Procedures for configuring SNMP trap and inform parameters.

Related documentation

For additional Cisco Unified CCX documentation, refer to:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html.

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.
^	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:

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

Tips use the following conventions:

Tip	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.

Documentation and service requests

For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What’s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html.

Glossary

For a complete list of terms used in Cisco Unified CCX and Cisco Unified IP IVR, see http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_technical_reference_list.html.