Cisco Unified CCX Serviceability Administration Guide, Release 9.0(1)
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Access Control Center - Network Services menu

Control Center in Cisco Unified CCX Serviceability lets you do the following tasks:
  • Start, stop, and restart Unified CCX services
  • View the status the status of Unified CCX services
  • Refresh the status of Unified CCX services

Cisco Unified CCX Serviceability provides Control Center - Network Services menu option, which is essential for your system to function.

Procedure
Choose Tools > Control Center - Network Services from the Unified CCX Serviceability menu bar to perform the above-mentioned actions.
Tip   

You may need to manage services in both Cisco Unified CCX Serviceability and Cisco Unified Serviceability to troubleshoot a problem. The Cisco Unified Serviceability services are described in the Cisco Unified Serviceability Administration Guide.


Network services

Installed automatically, network services include services that the system requires to function; for example, database and system services. Because these services are required for basic functionality, you cannot activate them in the Service Activation window.

After the installation of your application, network services start automatically. The list of services displayed in the Control Center—Network Services web page depends on the license package of your Unified CCX. If you have a Unified CCX Premium license, Unified CCX Serviceability categorizes the network services into the following categories, which are explained in the subsequent sections:

The Control Center—Network Services web page displays the following information for the network services:

  • Name of the network services, their dependant subsystems, managers, or components
  • Status of the service (IN SEVICE, PARTIAL SEVICE, or SHUT DOWN; for individual subsystems, the status could be OUT OF SERVICE or NOT CONFIGURED).
  • Start Time of the service
  • Up Time of the service

System services

The Unified CCX Serviceability service supports starting and stopping of the following System Services:

  • Cisco Unified CCX Perfmon Counter Service
  • Cisco Unified CCX Cluster View Daemon—List of Managers
  • Cisco Unified CCX Engine—List of Subsystems and Managers
  • Cisco Unified CCX Voice Subagent
  • Cisco Unified CCX Notification Service
  • Cisco Unified CCX SNMP Java Adapter
  • Cisco Unified Intelligence Center Reporting Service
  • Cisco Unified Intelligence Center Serviceability Service
  • Cisco Unified CCX DB Perfmon Counter Service

Admin services

The Unified CCX Serviceability service supports starting and stopping of the following Admin Services:

  • Cisco Unified CCX Administration
  • Cisco Unified CCX Serviceability - List of Managers

    Note

    You cannot start or stop this service from the Unified CCX Serviceability web interface and you need to use CLI.

  • Cisco Unified CCX WebServices

DB services

You can start and stop Cisco Unified CCX Database service.

Desktop services

The Unified CCX Serviceability service supports starting and stopping of the following Desktop Services:

  • Cisco Desktop Recording and Playback Service
  • Cisco Desktop VoIP Monitor Service
  • Cisco Desktop LDAP Monitor Service
  • Cisco Desktop Sync Service
  • Cisco Desktop Call/Chat Service
  • Cisco Desktop Agent Email Service
  • Cisco Desktop Browser and IP Phone Agent Service
  • Cisco Desktop License and Resource Manager Service
  • Cisco Desktop Enterprise Service
  • Cisco Desktop Recording and Statistics Service
Related Tasks

Manage network services

Control Center in Cisco Unified CCX Serviceability allows you to view status, refresh the status, and to start, stop, and restart network services.

Perform the following procedure to start, stop, restart, or view the status of services for a server (or for a server in a cluster in a Cisco Unified CCX cluster configuration). You can start, stop, or refresh only one service at a time. Be aware that when a service is stopping, you cannot start it until the service is stopped. Likewise, when a service is starting, you cannot stop it until the service starts.

Procedure
    Step 1   Choose Tools > Control Center—Network Services from the Unified CCX Serviceability menu bar.
    Step 2   From the Server drop-down list box, choose the sever and then click Go.

    The window displays the following items:

    1. The service names for the server that you chose.
    2. The service status; for example, In Service, Shutdown, Partial Service and so on. (Status column)
    3. The exact time that the service started running. (Start Time column)
    4. The amount of time that the service has been running. (Up Time column)
    Step 3   Perform one of the following tasks:
    1. Click the radio button before the service that you want to start and click the Start button.

      The Status changes to reflect the updated status.

    2. Click the radio button before the service that you want to stop and click the Stop button.

      The Status changes to reflect the updated status.

    3. Click the radio button before the service that you want to restart and click the Restart button.

      A message indicates that restarting may take a while. Click OK.

    4. To get the latest status of the services, click the Refresh button. The status information is updated to reflect the current status.

    Command line interface

    You can start and stop some services though the Command Line Interface (CLI). For a list of services that you can start and stop though the CLI and for information on how to perform these tasks, refer to the Command Line Interface Reference Guide for Cisco Unified CCX.

    Unified CCX Datastore

    Datastores are components that allow you to manage and monitor historical, agent, repository, and configuration data across all servers in the Unified CCX cluster.


    Note

    Support for High Availability and remote servers is available only in multiple-server deployments.

    The Unified CCX Cluster uses the publisher/subscriber database model for data replication across the system. Under normal circumstances, the database master acts as the source of data and the other node acts as the target for the data. In other words, the database master is the publisher and the other node is the subscriber.


    Note

    In the Tools > Datastore Control Center > Datastores web page, the first node installed in the cluster is marked as publisher (with an icon marked P). This should not be confused with the publisher/ subscriber model being discussed here. In Unified CCX 9.0(1), the term publisher is used to denote only the first node in the cluster and does not indicate that node to be the source of the data. The publisher/subscriber mentioned in these pages refer to the source and destination of the data respectively. Typically, the database master node acts as the source and the other node acts as the destination.

    The publisher/subscriber database model enables Unified CCX to provide high-availability and failover support. To support this on the database level, the data must be available on multiple nodes of the cluster. To have such data availability, replication is used for the Agent, Historical, and Repository datastore. The Configuration datastore does not use replication; instead, it uses atomic transactions to commit data changes to all active Configuration datastores in the cluster.

    The database master is the main database. All data is written to this database, with the other database synchronizing with it. If the database master fails, then data can be written to the database on the second node. When the database master is back online, it returns to accepting writes. It also synchronizes with the other database to ensure data consistency is maintained in the cluster.

    Network outage

    By default, replication between two nodes is removed if they are not able to synchronize with each other due to network outage for a substantial period of time. If the replication is dropped due to network outage, an alert is sent to the administrator so that the administrator can take corrective action.


    Note

    Even though the replication between the nodes is removed, data could still be written to the database, which is accessible to the Unified CCX engine.

    If the replication is removed, the administrator can go to Tools > Datastore Control Center > Replication Servers submenu from the Cisco Unified CCX Serviceability menu bar and click Reset Replication. This ensures that the replication is established between the nodes and the data synchronization (repair) process is initiated. Click Check Details icon in this web page to monitor the status of the repair.

    If the network outage did not result in the replication setup being removed, once the network is up, the synchronization of data between the databases will happen automatically. For outages that last a few seconds, typically the administrator need not take any action and the system will be able to synchronize automatically.

    Datastore replication status

    Unified CCX Cluster configuration is not complete until Agent, Historical, and Repository publishers are configured. The Datastore Control Center in Unified CCX 9.0(1) displays the status of datastore replication, allows you to synchronize data, and reset replication functions.


    Note

    Support for High Availability is available only in multiple-server deployments.

    Use the Datastore Control Center to perform the following functions:
    • Obtain an overview of the datastores in the cluster and their relationships.
    • Manage the datastore read/write access.
    • Monitor and control the replication state (available only for Agent, Historical, and Repository datastores.)

    Tip

    The Datastore Control Center page is available even in single-node deployments but you can only monitor the read and write access. You cannot synchronize data, reset replication, or control the replication state.

    The Datastore Control Center will have the following two submenus:

    The following table describes the datastores available and what they contain.

    Datastore Name

    Description

    Historical

    This datastore contains Historical Report data.

    Repository

    This datastore contains user prompts tables, grammar tables, and document tables.

    Agent

    This datastore contains agent configuration information, agent report data, and metadata for recorded files.

    Configuration

    This datastore contains Unified CCX system configuration information.

    Reset replication between nodes

    The Replication Servers menu option in Datastore Control Center allows you to view replication status and reset the replication between two nodes for the above-mentioned four datastores across all servers in the cluster. This menu will be available only in a High Availability deployment.

    Follow the procedure below to access the Replication Servers web page:

    Procedure
      Step 1   Choose Tools > Datastore Control Center > Replication Servers from the Unified CCX Serviceability menu bar.
      The Replication Servers web page opens displaying the list of servers and the following fields in a High Availability deployment.
      Datastore Name Description
      Server

      Host name of the server.

      Node ID

      Node ID of the server in the Unified CCX cluster.

      State
      The current connectivity status of the node in the replication network, which can be one of the following values:
      DROPPED/ TIMED OUT
      The server cannot be reached and is not available in the replicated network.
      ACTIVE/ CONNECTED
      The server is connected in the replication network and sends or receives updates.
      Job Status

      The current state of this database.

      Last Changed

      The time the connection state was last changed.

      Step 2   Click Reset Replication to reset the replication if the replication is not functional between the two nodes.

      The Reset Replication button will be enabled only when the database on both the nodes are enabled.

      When the subscriber goes down and it is required to make configuration updates from the publisher, you can disable Config Datastore (CDS) and Historical Datastore (HDS) on the subscriber using Disable CDS and HDS icon or button. The database information for the cluster is displayed at the bottom of the window. Once the subscriber is up, you can enable CDS and HDS on the subscriber using the same toggle button.

      Caution   

      Any configuration in Application Administration and Historical data on the Subscriber node would get over written, when CDS is enabled again.

      Related Tasks
      Related References

      Datastores

      Procedure
        Step 1   Choose Tools > Datastore Control Center.
        Step 2   Click Datastores from the Unified CCX Serviceability menu bar to view replication status of all the Unified CCX datastores and to synchronize data.
        Step 3   Click Synchronize Data to synchronize data for each datastore except for the Configuration datastore between the two nodes in case of mismatch.
        Related Tasks
        Related References

        Datastore Control Center contents

        The following table describes the Datastore Control Center contents common to all the Unified CCX datastores.

        Field

        Description

        Server

        Server machine name.

        Replication Type
        One of the following Enterprise Replication (ER) values in a High Availability deployment:
        • ER—Publication
        • ER—Subscription

        Node ID

        Node ID of server/node in Unified CCX cluster.

        Read Access

        Indicates whether data can be read from the datastore. Options: Yes, No.

        Write Access

        Indicates whether data can be written to the datastore. Options: Yes, No.

        Replicate Status
        Can be one of the following values:
        RUNNING
        All the necessary database services are up and the datastore is functioning as expected.
        RETRYING
        The datastore is in partial service and might be in the state of restart.
        SHUTDOWN
        The datastore is shutdown.
        UNKNOWN
        Unable to determine the current status of the datastore. This value is shown in a single-node deployment only.

        Last Update Time

        Indicates the last action the replication agent was performing.

        Info
        Use these icons to view further information in a new window:
        Check Details
        Click this icon to view information about data synchronization or repair jobs that might have been initiated.
        History
        Click this icon to view information about the replication latency (the time it takes to replicate transactions).
        Related Tasks
        Related References

        Update parameters

        Use the Service Parameters page to view and update different services in Unified CCX servers. Ensure the following prerequisites are met before configuring the parameters:
        • The servers are configured.
        • The service is available on the servers.

        Caution

        Some changes to service parameters may cause system failure. Cisco recommends that you do not make any changes to service parameters unless you fully understand the feature that you are changing or unless the Cisco Technical Assistance Center (TAC) specifies the changes.

        Use the following procedure to configure the service parameters for a particular service on a particular Unified CCX server.

        Procedure
          Step 1   From the Unified CCX Serviceability menu bar, choose Tools and click Service Parameters.
          Step 2   Choose a server from the Server drop-down list box. If parameters are available for that server, the service drop down list box appears displaying the following services:
          • Cisco AMC Service.
          • Cisco Log Partition Monitoring Tool.
          • Cisco Trace Collection Service.
          • Cisco RIS Data Collector.
          • Cisco Serviceability Reporter.
          • Cisco DRF local.
          • Cisco DRF Master.
          Note   

          Only the common platform services mentioned above are supported currently for Unified CCX 9.0(1).

          Step 3   Choose the service that contains the parameter that you want to update from the Service drop-down list box.
          Note   

          The Service Parameter Configuration window displays all services (active or not active).

          Step 4   The parameters for the selected service are displayed and the suggested values (if available) are listed against each one of them. Update the appropriate parameter value.
          Step 5   Click Save.

          The modified values are saved and the new values are reflected on subsequent access to the service's parameters.

          Click Set to Default to set all service parameters for this instance of the service to the default value. A warning is displayed that this action cannot be undone and only on confirmation, the parameter values for the selected service is set to the default values.

          Note   

          Currently, you cannot configure any parameters for the following platform services: Cisco Trace Collection Service and Cisco Log Partition Monitoring Tool.

          Configure performance monitoring of Unified CCX servers

          Use the Performance Configuration and Logging page to configure JVM parameters and dump Thread and Memory traces for performance monitoring of Unified CCX servers. You can configure settings only for the following services of Unified CCX:
          • Cisco Unified CCX Cluster View Daemon
          • Cisco Unified CCX Engine
          • Cisco Unified CCX Serviceability

          Use the following procedure to configure JVM parameters for a particular service on a particular server.

          Procedure
            Step 1   From the Cisco Unified CCX Serviceability menu bar, choose Tools > Performance Configuration and Logging.
            Step 2   Choose a server from the Server drop-down list box and click Go.

            The first node is selected by default and JVM options for the Cisco Unified CCX Engine service in the first node is displayed.

            Step 3   Choose a service for which you want to see the JVM options from the Service drop-down list box. You should be able to select any one of the following services from this list box:
            • Cisco Unified CCX Cluster View Daemon
            • Cisco Unified CCX Engine
            • Cisco Unified CCX Serviceability
            The following JVM options are displayed for each service:
            • PrintClassHistogram
            • PrintGCDetails
            • PrintGC
            • PrintGCTimeStamps
            Step 4   Click the Dump Thread Trace icon or button to dump the thread traces for the selected service in the selected server. You can collect the corresponding jvm.log from the log folder for that facility using Real-Time Monitoring Tool (RTMT).
            Step 5   Click the Dump Memory Trace icon or button to dump the memory traces. This creates the following two logs in the log folder for that facility.
            1. Memory-<facility name>-<time stamp>.hprof (for heap dump)
            2. histo-<facility name> <time stamp>.log (for histogram)
            Step 6   You can change the JVM options by clicking Enable or Disable radio buttons in this page.

            Click the Update JVM Options icon or button to update the new settings for selected service on selected node.