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The Unified RTMT installer can be downloaded using menu on the Cisco Unified Contact Center Express Administration web interface. See "Cisco Unified Real-Time Monitoring Tool" section in Cisco Unified Real-Time Monitoring Tool Administration Guide for Cisco Unified Contact Center Express and Cisco Unified IP IVR for installation and configuration procedures, available here:
https://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html
Unified CCX provides performance counters (called perfmon counters) for application performance monitoring. The perfmon counters help expose various performance values and enables to track application performance in real time.
The perfmon counters contain counter-based information, such as the name and index of the counter, the scale, the type, subcounters to set when setting a counter, the current values, and a map containing counter instance data. Each performance counter instance object contains instance-based data, like the instance ID and current values.
You can log perfmon counters locally on the computer and use the performance log viewer in Unified RTMT to display the perfmon CSV log files that you collected or the Real-time Information Server Data Collection (RISDC) perfmon logs. Choose on the Unified RTMT tool to view perfmon counters.
Unified RTMT provides a set of default monitoring objects that assist you in monitoring the health of the system. Default objects include performance counters or critical event status for the system and other supported services.
The system logs information every 10 seconds for predefined system counters.
To troubleshoot system performance problems, you add a counter (query) that is associated with the perfmon object to the performance monitor, which displays a chart for the counter. Choose to add a new counter.
For more information about monitoring objects and counters, see "Performance Monitoring" section in the Cisco Unified Real-Time Monitoring Tool Administration Guide for Cisco Unified Contact Center Express and Cisco Unified IP IVR, available here:
https://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html
Unified CCX database monitors
Unified CCX engine JVM heap
Intelligence center database performance Info
Intelligence center JVM statistics
Intelligence center system condition table
Intelligence center thread pool section
Intelligence center tomcat connector
Reporting engine info
Ramfs
SchedulerInfo
 Note |
Expand the objects in RTMT to display the counters. Right click on each counter and select Counter Description for the description. |
The Critical Services monitoring function provides the name of the critical service, the status (whether the service is up, down, activated, stopped by the administrator, starting, stopping, or in an unknown state), and the elapsed time during which the services are functional on the system.
Note |
Unified RTMT does not display a partial running status of a service in Unified CCX. For example, it does not display a service as "running" under "Critical Services" if some of its subsystems are down. The partial status of the Unified CCX services will only be viewable from the Unified CCX Serviceability Administration web interface. |
Note |
You can view and manage Cloud Connect services using Cloud Connect CLIs. For more information, see Cloud Connect section in the Command Line Interface chapter. |
Unified RTMT provides various tools to monitor and troubleshoot system issues. The following section briefly describes these tools.
Unified CCX generates alert messages to notify the administrator when a predefined condition is met, such as when an activated service fails to start. The system sends alerts as email or displays alerts as a popup message on RTMT.
RTMT contains preconfigured and user-defined alerts that support alert modifications. Although you can perform configuration tasks for both types, you cannot delete preconfigured alerts (whereas you can add and delete user-defined alerts). Predefined alerts are configured for perfmon counter value thresholds as wells as event (alarms) notifications.
Below are the set of syslog messages and alert which can be viewed from RTMT.
Cisco Finesse generates syslogs for critical log messages. Use the following procedure to view the logs using Unified RTMT.
Download and install RTMT on a client computer from the following URL: https://FQDN:8443/plugins/CcmServRtmtPlugin.exe, where FQDN is the Fully Qualified Domain Name of the Finesse server.
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Step 1 |
Log in to Unified RTMT using Finesse administrator credentials. |
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Step 2 |
In the tree hierarchy, select SysLog Viewer or choose . |
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Step 3 |
From the Select a Node drop-down list, choose the server where the logs that you want to view are stored. |
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Step 4 |
Under the Logs tab, select to view and save the syslog file.
The following are the different types of messages and corresponding descriptions that are captured in the .
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The trace and log central feature in RTMT allows you to configure on-demand trace collection for a specific date range or an absolute time. You can collect trace files that contain search criteria that you specify and save the trace collection criteria for later use, schedule one recurring trace collection and download the trace files to a SFTP or FTP server on your network, or collect a crash dump file.
After you collect the files, you can view them in the appropriate viewer within the RTMT. You can also view traces on the server without downloading the trace files by using the remote browse feature. You can open the trace files by either selecting the internal viewer that is provided with RTMT or choosing an appropriate program as an external viewer.
For more information about traces and logs, see "Tools for traces, logs, and plug-ins" in Cisco Unified Real-Time Monitoring Tool Administration Guide for Cisco Unified Contact Center Express and Cisco Unified IP IVR, available here:
https://www.cisco.com/en/US/partner/products/sw/voicesw/ps556/prod_maintenance_guides_list.html
Triggers
Call Control Groups
CTI ports
To access CUCM Telephony Data, click Cisco Unified CCX tab in RTMT.
The Triggers page displays the following information for the triggers that are configured for Unified CCX:
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Counters |
Description |
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TriggerDN |
This field displays the directory number that is associated with the trigger. |
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Trigger State |
This field displays the state of the trigger, which can be In Service, Out of Service, or Unknown. |
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Application Name |
This field displays the name of Unified CCX application that is associated with the trigger. |
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Ready for Call |
This field indicates whether the trigger is ready to accept the call. |
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CallControlGroup ID |
This field displays the ID of the call control group that is associated with the trigger. |
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Media Group ID |
This field displays the ID of the media group that is associated with the trigger. |
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Last State Change Time |
This field displays the time of last state change for the trigger. |
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| Recommended Action |
This field provides the reason the trigger state is Out of Service or Unknown and provides the recommended action to return the trigger state to In Service.
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The Call Control Groups page provides the following information about the current Call Control Group that is configured for Unified CCX:
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Counters |
Description |
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CallControlGroup ID |
This field displays the ID that is associated with the call control group. |
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Group State |
This field displays the state of the call control group, which can be In Service, Partial Service, or Out of Service. |
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Total Ports |
This field displays the total number of CTI ports that are configured for the call control group. |
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InService Ports |
This field displays the number of in-service CTI ports. |
| OOS Ports | This field displays the number of out-of-service CTI ports. |
The CTI Ports page provides the following information about the current CTI ports that are configured for Unified CCX:
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Counters |
Description |
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CTI Port DN |
This field displays the directory number of the CTI port. |
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CallControlGroup ID |
This field displays the ID of call control group to which the CTI port belongs. |
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Port State |
This field displays the state of CTI port, which can be In Service or Out of Service. |
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| CallID |
This field displays the call ID of the last call that is available on the CTI port before the port state changed to Out of Service.
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Last State Change Time |
This field displays the last time when the CTI port state changed. |
The Summary page provides the following information:
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Counters |
Description |
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| Overall Telephony Subsystem State |
This field displays the state of the Unified CCX telephony subsystem, which can be In Service, Partial Service, or Out of Service. |
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Call Control Groups In Service |
This field displays the number of call control groups that are in service. |
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Call Control Groups Out Of Service |
This field displays the number of call control groups that are out of service. |
| Call Control Groups In Partial Service | This field displays the number of call control groups that are in partial service. |
| Enabled Triggers | This field displays the number of triggers that are associated with valid call control group IDs. |
| Disabled Triggers | This field displays the number of triggers that are associated with invalid call control group IDs. |
| Triggers With Config Errors | This field displays the number of triggers with configuration errors. |
Note |
In UCCX system, if we do not configure any Trigger and CTI Ports then CM Telephony displays Out of Service status. Similarly in IPIVR, if we do not configure ICM Subsystem then ICM Subsystem displays Out of Service status. |
Use Cisco Unified Analysis Manager, a tool included with the Unified RTMT to perform troubleshooting operations. Unified Analysis Manager also allows you to monitor various aspects of the devices added to the tool. Unified Analysis Manager is used to collect troubleshooting information from your system and analyze the information. It can identify the supported Unified Communications (UC) products and applications that you have in your system and troubleshoot call failures across these UC applications, collecting trace and log files and other platform and configuration information. You can use this information to troubleshoot on your own or send the information to Cisco Technical Assistance for analysis.
To monitor and troubleshoot a Unified CCX-based solution with the help of Unified Analysis Manager, you must connect to a Unified Communications Manager server and then add the Unified CCX nodes accordingly. You can add following nodes/servers for monitoring:
Unified CCX node
Call record server
Consider the following points while adding nodes/servers for monitoring:
To add nodes/servers, ensure that you select Node Type as Unified CCX.
To add a call record server, enter uccxsct in the JDBC User Name field.
For detailed procedures to perform these actions, see "Cisco Unified Analysis Manager preferences" section in the Cisco Unified Real-Time Monitoring Tool Administration Guide for Cisco Unified Contact Center Express and Cisco Unified IP IVR, available here:
https://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html
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