Cisco Unified Real-Time Monitoring Tool Administration Guide for Cisco Unified Contact Center Express and Cisco Unified IP IVR Release 9.0(1)
Alerts management
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Alerts management

This chapter contains information on the following topics:

Manage alerts

By using the following procedure, you can perform tasks, such as access Alert Central, sort alert information, enable, disable, or remove an alert, clear an alert, or view alert details.

Procedure
    Step 1   Perform one of the following tasks:
    • On the Quick Launch Channel
      • Click System.
      • Double-click Tools in the tree hierarchy.
      • Click the Alert Central icon
    • Choose System > Tools > Alert > Alert Central.

    The Alert Central monitoring window displays and shows the alert status and alert history of the alerts that the system has generated.

    Step 2   Perform one of the following tasks:
    • To set alert properties, see Set alert properties.
    • To suspend alerts, see Suspend alerts.

    • To configure emails for alert notification, see Configure email for alert notification.

    • To configure alert actions, see Configure new alert actions.

    • To sort alert information in the Alert Status pane, click the up/down arrow that displays in the column heading. For example, click the up/down arrow that displays in the Enabled or In Safe Range column.

      You can sort alert history information by clicking the up/down arrow in the columns in the Alert History pane. To see alert history that is out of view in the pane, use the scroll bar on the right side of the Alert History pane.

    • To enable, disable, or remove an alert, perform one of the following tasks:

      • From the Alert Status window, right-click the alert and choose Disable/Enable Alert (option toggles) or Remove Alert, depending on what you want to accomplish; or
      • Highlight the alert in the Alert Status window and choose System > Tools > Alert > Disable/Enable (or Remove) Alert.
      Tip   

      You can remove only user-defined alerts from RTMT. The Remove Alert option appears grayed out when you choose a preconfigured alert.

    • To clear either individual or collective alerts after they get resolved, perform one of the following tasks:
      • After the Alert Status window displays, right-click the alert and choose Clear Alert (or Clear All Alerts); or
      • Highlight the alert in the Alert Status window and choose System > Tools > Alert > Clear Alert (or Clear All Alerts).

      After you clear an alert, it changes from red to black.

    • To reset alerts to default configuration, perform one of the following tasks:
      • After the Alert Status window displays, right-click the alert and choose Reset Alert to Default Config, to reset that alert to the default configuration; or
      • Choose System > Tools > Alert > Reset all Alerts to Default Config, to reset all the alerts to the default configuration.
    • To view alert details, perform one of the following tasks:
      • After the Alert Status window displays, right-click the alert and choose Alert Details; or
      • Highlight the alert in the Alert Status window and choose System > Tools > Alert > Alert Details.
      Tip   

      After you have finished viewing the alert details, click OK.

    Related Information

    Set alert properties

    The following procedure describes how to set alert properties.

    Procedure
      Step 1   Display Alert Central, as described in Manage alerts.
      Step 2   From the Alert Status window, click the alert for which you want to set alert properties.
      Step 3   Perform one of the following tasks:
      1. Right-click the alert and choose Set Alert/Properties.
      2. Choose System > Tools > Alert > Set Alert/Properties.
      Step 4   To enable the alert, check the Enable Alert check box.
      Step 5   From the Severity drop-down list box, choose the severity of the alert.
      Step 6   From the Enable/Disable this alert on following server(s) pane, check the Enable check box of the servers on which you want this alert to be enabled. For preconfigured alerts, the Description information pane displays a description of the alert.
      Step 7   Click Next.
      Step 8   In the Threshold pane, enter the conditions in which the system triggers the alert.
      Step 9   In the Duration pane, click one of the following radio buttons:
      1. Trigger alert only when below or over.... radio button—If you want the alert to be triggered only when the value is constantly below or over the threshold for a specific number of seconds; then, enter the seconds.
      2. Trigger alert immediately—If you want the system to trigger an alert immediately.
      Step 10   Click Next.
      Step 11   In the Frequency pane, click one of the following radio buttons:
      1. Trigger alert on every poll—If you want the alert to be triggered on every poll.
      2. Trigger up to <numbers> of alerts within <number> of minutes—If you want a specific number of alerts to be triggered within a specific number of minutes. Enter the number of alerts and number of minutes.
      Step 12   In the Schedule pane, click one of the following radio buttons:
      1. 24-hours daily—If you want the alert to be triggered 24 hours a day.
      2. Start time/Stop time—If you want the alert to be triggered within a specific start and stop time. Enter the start and stop times.
      Step 13   Click Next.
      Step 14   If you want to enable email for this alert, check the Enable Email check box.
      Step 15   To trigger an alert action with this alert, choose the alert action that you want to send from the drop-down list box.
      Step 16   To configure a new alert action, or edit an existing one, click Configure.
      Step 17   To add a new alert action, continue to Step 18. To edit an existing alert action, skip to Step 25.
      Step 18   Click Add.
      Step 19   In the Name field, enter a name for the alert action.
      Step 20   In the Description field, enter a description of the alert action.
      Step 21   To add an email recipient, click Add.
      Step 22   In the Enter email/epage address field, enter an email or e-page address of the recipient that you want to receive the alert action.
      Step 23   Click OK.

      The Action Configuration window shows the recipient(s) that you added, and the Enable check box appears checked.

      Tip   

      To delete an email recipient, highlight the recipient and click Delete. The recipient that you chose disappears from the recipient list.

      Step 24   When you finish adding all the recipients, click OK. Skip to Step 27.
      Step 25   To edit an existing alert action, highlight the alert action and click Edit.

      The Action Configuration window of the alert action that you chose displays.

      Step 26   Update the configuration and click OK. Continue to Step 27.
      Step 27   After you finish alert action configuration, click Close.

      For alerts, such as CriticalServiceDown and CodeYellow, that allow trace download, perform the following procedure:

      1. Click Next.
      2. In the Alert Properties: Trace Download window, check the Enable Trace Download check box.
      3. The SFTP Parameters Dialog window displays. Enter the IP address, a user name, password, port and download directory path where the trace will be saved. To ensure that you have connectivity with the SFTP server, click Test Connection. If the connection test fails, your settings will not get saved.
      4. To save your configuration, click OK.
      5. In the Trace Download Parameters window, enter the number and frequency of downloads. Setting the number and frequency of download will help you to limit the number of trace files that will be downloaded. The setting for polling provides the basis for the default setting for the frequency.
      Caution   

      Enabling Trace Download may affect services on the server. Configuring a high number of downloads will adversely impact the quality of services on the server.


      Note

      To delete an alert action, highlight the action, click Delete, and click Close.

      Related Information

      Suspend alerts

      You may want to temporarily suspend some or all alerts, on a particular server or on an entire cluster (if applicable). For example, if you are upgrading the Unified CCX to a newer release, you would probably want to suspend all alerts until the upgrade completes, so you do not receive emails and/or e-pages during the upgrade. The following procedure describes how to suspend alerts in Alert Central.

      Procedure
        Step 1   Choose System > Tools > Alert > Suspend cluster/node Alerts.
        Note   

        Per server suspend states do not apply to Unified CCX.

        Step 2   Do one of the following:
        Option Description

        To suspend all alerts in the cluster

        Choose the Cluster Wide radio button and check the suspend all alerts check box.

        To suspend alerts per server

        Choose the Per Server radio button and check the Suspend check box of each server on which you want alerts to be suspended.

        Step 3   Click OK.
        Note   

        To resume alerts, choose Alert > Suspend cluster/node Alerts again and uncheck the suspend check boxes.

        Related Information

        Configure email for alert notification

        Perform the following procedure to configure email information for alert notification.


        Note

        Because Unified CCX generates the email notifications, you can verify that the mail server that you configure can be reached from the Unified CCX platform with the CLI command: utils network ping <mail server>

        Procedure
          Step 1   Choose System > Tools > Alert > Config Email Server. The Mail Server Configuration window displays.
          Step 2   Enter the address of the mail server in the Mail Server field.
          Step 3   Enter the port number of the mail server in the Port field.
          Step 4   Enter the address of the intended recipient in the Enter email/epage address field.

          Repeat Step 4 as necessary to enter all intended email recipients.

          By default, RTMT_Admin@domain will be used, where domain is the domain of the host server.

          Step 5   Click OK.
          Related Information

          Configure new alert actions

          The following procedure describes how to configure new alert actions.

          Procedure
            Step 1   Display Alert Central, as described in Manage alerts.
            Step 2   Choose System > Tools > Alert > Config Alert Action.
            Step 3   Perform Step 17 in Set alert properties to add, edit, or delete alert actions.
            Related Information

            Configure precanned alerts

            The following procedure describes how to configure all precanned alerts at once for sending to one or more email destinations. This procedure uses the initial "Default" alert action setting that is assigned to all alerts by default at installation.

            Follow this procedure to configure a recipient list for all precanned alerts without having to set an alert action for each alert. When you add email destinations to the Default alert action list, all pre-canned alerts get sent to those recipients, as long as all alerts continue to use the Default alert action.


            Note

            To configure a new alert action for a specific alert, you can use the Set Alerts/Properties option, which displays when you right-click an alert. You can also reconfigure existing alert actions with this option.

            Any time you update an alert action, the changes apply to all alerts that are configured with that alert action. For example, if all alerts use the "Default" alert action, updating the alert action "Default" will impact all alerts.

            You cannot remove the "Default" alert action. For all other alert actions, the system allows you to delete an alert action only when it is not associated with other alerts. If an alert action is associated with multiple alerts, you must reassign a new alert action to those alerts before you can delete the alert action.

            Procedure
              Step 1   Click Alert Central in the QuickLaunch Channel. The Alert Central window displays.
              Step 2   Click System > Tools > Alert > Config Alert Action. The Alert Action box displays.
              Step 3   Select Default (highlight the item) in the Alert Action list and click Edit. The Action Configuration box displays.
              Step 4   (Optional) Enter the description of the default list.
              Step 5   Click Add to add a recipient. The Input box displays.
              Step 6   Enter an email destination that is to receive all alerts. Click OK.

              The email address displays in the Recipients list in the Action Configuration box; the destination is enabled by default.

              Note   

              You can disable an email destination at any time by clicking the check box next to the destination to disable it. To completely remove a recipient from the list, highlight the recipient in the list and click Delete.

              Step 7   Return to Step 5 to add additional email destinations, as required.
              Note   

              You can disable emails for an alert at any time by highlighting the alert in the Alert Central window, right-clicking the alert, and using the Set Alert/Properties selections to deselect Enable Email.

              Related Information

              Additional information

              Related Tasks
              Related Information