Serviceability

Cisco VVB Serviceability provides configuration details for the following functionality:

  • Configuring alarms for local and remote Syslogs.

  • Configuration trace settings for VVB components. After these settings are enabled, you can collect and view trace information using the Real-Time Monitoring Tool (RTMT).

  • Configuring and managing log profiles for different VVB components.

  • Setting Java Virtual Machine (JVM) parameters for different VVB services to collect thread and memory traces.

Access Cisco VVB Serviceability

Log in to Cisco VVB with the administrator user credentials configured during installation.

To access Cisco VVB Serviceability, log into Cisco Unified VVB. Select Cisco VVB Serviceability from the navigation drop-down list and click Go.

Alarms

You can view alarm information by using the SysLog Viewer in Cisco Unified Real-Time Monitoring Tool (RTMT). See "Real-Time Monitoring Tool" section for detailed information on how to view alarm information.

Alarm Configuration

Use the Alarm Configuration web page in Cisco VVB Serviceability to view and configure alarm server settings for different Cisco VVB components.


Note

To find more information on the Alarm messages in the system, use Alarm Definition page in Cisco Unified Serviceability.

Alarm Configuration Settings

Use the Alarm Configuration page to modify alarm settings.

Following table defines the options available on this page:
Table 1 Alarm Configuration Settings

Setting

Description

Enable Alarm for Local Syslogs

Enables the alarms to be stored as syslog messages locally. This setting can be viewed in the Application logs within Syslog viewer from the RTMT tool.

For information about viewing logs with the SysLog Viewer, see "Real-Time Monitoring Tool" topic.

Enable Alarm for Remote Syslogs

Enable the alarm messages to be sent to the configured Syslog server.

Server Name field - Provide the IP / hostname of the Syslog server to which the system should send the alarm messages.

Alarm Event Level

Alarm event level messages range from severity 0 (most severe) to severity 7 (least severe). See the description below for each alarm event level option. When you choose a severity level, all messages of that severity level and higher are sent.

For example, if you choose ERROR_ALARM (Severity 3), all messages of severity 3, severity 2, severity 1, and severity 0 are sent. The default is INFORMATIONAL_ALARM (Severity 6), which will send messages on all severity levels starting from 6 to severity level 0.

You can choose one of the following alarm event level options from the drop-down list box:
Emergency
Systemic failures causing the whole Contact Center to be down.
Alert
Multiple components failures on the system.
Critical
Failures in the Major component of the system.
Error
Functionality or certain scenario not working as expected.
Warning
Some limits or threshold about to be breached.
Notice
Trigger of major operation notification.
Informational
Information about various minor event occurrences in the system.
Debug
Detailed traces which help in debugging issues.

Traces

A trace file is a log file that records activity from the Cisco VVB components. Trace files provide detailed information about specific errors and help you troubleshoot the errors.

The Cisco VVB system also generates information about all threads that are running in the system. This information is stored in the thread dump file and is useful for troubleshooting.

Component Trace Files

The component trace file contains information about each component. You can create a trace file for any of the following Cisco VVB components:

  • Administration

  • Engine

Configure Trace Parameters

To update trace file information and to activate and deactivate logging, follow this procedure:

    Step 1   From the Cisco VVB Serviceability menu, choose Trace > Configuration.
    Step 2   From the Select Service drop-down list box, choose a service or component for which you want to configure trace. Then click Go.

    The debug levels for different Cisco VVB subfacilities or services that are displayed may vary depending on the selected service.

    Step 3   Update the debug level for one or more of the libraries or subfacilities for the selected service using the check box provided and click Save.
    Step 4   To limit the number and size of the trace files, you can specify the trace output setting using the following table.

    Field

    Description

    Maximum Number of Files

    The maximum number of trace files that can be retained by the system.

    This field specifies the total number of trace files for a given service. Cisco VVB Serviceability automatically appends a sequence number to the file name to indicate which file it is, for example, Cisco001MADM14.log. When the last file in the sequence is full, the trace data begins writing over the first file. The default value varies by service.

    Maximum File Size

    This field specifies the maximum size of the trace file in kilobytes depending on the selected service. The default value varies according to the service you select.

    Caution   

    You should activate additional logging only for debugging and remember to deactivate logging once the debugging session is complete.

    Trace Level Options

    A trace file that records all information for a component, such as the Cisco VVB Engine, can become large and difficult to read. To help you manage the trace file, the Cisco VVB system lets you specify the subfacilities for which you want to record information using Trace Level Options page.

    For each component, you can select one or more Debugging trace level options. The selections in the Trace Level page specify the level of details in the debugging messages that the system sends to a trace file. For instance, if you select Debugging option, the system sends only the basic error messages, while if you select XDebugging5 option, the system will send errors, warnings, informational, debugging, verbose messages and so on in detail to the trace file.

    Trace File Collection Tool

    You can collect and view trace information using the Real-Time Monitoring Tool (RTMT).

    Trace File Information

    The trace files contain information in standard Syslog format. The file includes some or all of the following information for each event that is recorded:

    • Line number

    • Date and time the event occurred

    • Facility and subfacility (component) name

    • Severity level

    • Message name

    • Explanation

    • Parameters and values

    Log Profiles Management

    Log profile is an aggregated entity that preserves multiple trace settings of the following Cisco VVB services:

    • Cisco VVB Engine (Traces termed as MIVR)

    • Cisco VVB Administration (Traces termed as MADM)

    Choose Trace > Profile from the Cisco VVB Serviceability menu to access the Log Profiles Management page.

    These log files are system log profiles that are preinstalled with Cisco VVB, and cannot be modified.

    Serviceability Tools

    Network Services

    Network services include services that the system requires to function and are activated by default.

    After you install your application, network services start automatically.

    Manage Network Services

    Control Center in Cisco VVB Serviceability lets you perform the following tasks:

    • Start, stop, and restart Cisco VVB services

    • View and refresh the status of Cisco VVB services

    Choose Tools > Control Center - Network Services from the  Cisco VVB Serviceability menu to manage network services.


    Tip

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


    Note

    You cannot start or stop Cisco VVB Serviceability service using the Cisco VVB Serviceability web interface and you need to use CLI. For a list of services that you can start and stop using the CLI and for detailed instructions, see "Command Line Interface Reference" section.

    Simple Network Management Protocol

    Simple Network Management Protocol (SNMP) is an industry-standard interface for exchanging management information between network devices. SNMP enables you to monitor and manage the Cisco VVB system. You also can set up SNMP traps to automatically notify any high-severity messages and errors that are generated by the Cisco VVB system.

    You can configure the SNMP settings using the Cisco Unified Serviceability web interface.

    SNMP Management Information Base (MIB)

    A Management Information Base (MIB) designates a collection of information that is organized hierarchically. MIBs are made up of managed objects, which are referenced by object identifiers. Managed objects are made up of one or more object instances, which are essentially variables. MIBs provide status monitoring, provisioning, and notification.

    Table 2 SNMP MIBs

    MIB

    Agent Service

    CISCO-VOICE-APPS-MIB

    Cisco VVB Voice Subagent

    CISCO-CDP-MIB

    Cisco CDP Agent

    CISCO-SYSLOG-MIB

    Cisco Syslog Agent

    SYSAPPL-MIB

    System Application Agent

    MIB-II

    MIB2 Agent

    HOST-RESOURCES-MIB

    Host Resources Agent


    Note

    • In Cisco VVB, the SysAppl MIB will not provide the Cisco VVB subsystem information and their status information. You can view the subsystem and their status information through Cisco VVB Serviceability web interface.

    • Syslog messages can also be sent as SNMP traps using the CISCO-SYSLOG-MIB. Refer to the section on CISCO-SYSLOG-MIB for details. They can be correlated to the failure of important features of Cisco VVB.

    The following section describes CISCO-VOICE-APPS-MIB. For more information about other Cisco VVB supported MIBs, see Cisco Unified CM SNMP chapter in the Cisco Unified Serviceability Administration Guide available here:

    http:/​/​www.cisco.com/​en/​US/​partner/​products/​sw/​voicesw/​ps556/​prod_​maintenance_​guides_​list.html

    CISCO-VOICE-APPS-MIB

    The CISCO-VOICE-APPS-MIB provides information associated with the installed workflow applications provisioned on the Cisco VVB Server. It also provides information on the supported SNMP Traps on Cisco VVB. You can manage CISCO-VOICE-APPS-MIB through Cisco VVB Serviceability web interface.

    Cisco VVB Voice Subagent

    Cisco VVB Voice Subagent service implements the CISCO-VOICE-APPS-MIB. Cisco VVB Voice Subagent Service communicates with the SNMP Master Agent through Cisco VVB SNMP Java Adaptor. The Cisco VVB SNMP Java Adaptor service should be up and running for the Cisco VVB Voice Subagent to work properly.

    For more information about the CISCO-VOICE-APPS-MIB, see this URL: ftp:/​/​ftp.cisco.com/​pub/​mibs/​v2/​CISCO-VOICE-APPS-MIB.my.


    Note

    • In Cisco VVB, while exposing the Cisco VVB workflow information through CISCO-VOICE-APPS-MIB, only one trigger per application row will be returned when doing a walk on the workflow table (cvaWorkflowInstallTable object). If there are multiple triggers associated with a Workflow application, these are shown as separate entries (rows).

    SNMP Traps

    Subsystems, which are the functional blocks of Cisco VVB, sends out alarms that are routed to the Syslog or as SNMP Traps. SNMP Traps are generated when any Cisco VVB Subsystem or module or processes start or stop or runtime failure occurs for a module. These failures can be tracked for each major component to track the health of the Cisco VVB system.

    The following Traps are supported as part of the CISCO-VOICE-APPS-MIB:

    Trap Name

    Description

    cvaModuleStart

    A cvaModuleStart notification signifies that an application module or subsystem has successfully started and transitioned into in-service state.

    cvaModuleStop

    A cvaModuleStop notification signifies that an application module or subsystem has stopped. If cause of the failure is known then, it will be specified as part of the Trap message.

    cvaModuleRunTimeFailure

    cvaModuleRunTimeFailure notification signifies that a run time failure has occurred. If cause of the failure is known then it will be specified as part of the Trap message.

    cvaProcessStart

    A cvaProcessStart notification signifies that a process has just started.

    cvaProcessStop

    A cvaProcessStop notification signifies that a process has just stopped.

    The ModuleStart and ModuleStop traps are generated when the key Cisco VVB services including Cisco VVB Engine and Cisco VVB Administration and their modules/subsystems are started and stopped respectively.

    The ProcessStart and ProcessStop traps are generated when the key Cisco VVB services including Cisco VVB Engine, and Cisco VVB Administration are started and stopped.

    You can configure the notification destinations by using the SNMP Notification Destination Configuration page in Cisco Unified Serviceability.


    Note

    SNMP Traps are not generated for events when the Cisco VVB services and/or their subsystems go Out of Service or are In Service. These events are sent as Remote Syslog messages and can be viewed through any third-party Syslog Viewers. You can refer to the list of Cisco VVB services and their subsystems/modules from the Cisco VVB Serviceability under Tools > Control Center - Network Services.


    Note

    • Cisco VVB does not support SNMP trap V3 notifications.

    • CISCO-VOICE-APPS-MIB does not support INFORM notifications.

    For all notifications, the system sends traps immediately if the corresponding trap flags are enabled. Before you configure notification destination, verify that the required SNMP services are activated and running. Also, make sure that you configured the privileges for the community string or user correctly.

    More Info on SNMP

    For more information related to SNMP such as SNMP Version 1, Version 2C, Version 3, SNMP system group configuration, SNMP informs and SNMP trap parameters, see Cisco Unified Serviceability Administration Guide available here:

    http:/​/​www.cisco.com/​en/​US/​partner/​products/​sw/​voicesw/​ps556/​prod_​maintenance_​guides_​list.html