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Cisco CallManager Serviceability System Guide, Release 3.3(2)
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Index
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Preface
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Introduction
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Objects and Counters
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Cisco CallManager Services
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Tools Overview
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Service Activation
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Control Center
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Alarms
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Trace
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Real-Time Monitoring
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Quality Report Tool
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Microsoft Performance
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Bulk Trace Analysis
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CDR Analysis and Reporting
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Remote Serviceability Overview
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Cisco Secure Telnet
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Show Command Line Interface
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Simple Network Management Protocol
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CiscoWorks2000
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Path Analysis
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System Log Management
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Cisco Discovery Protocol Support
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Cisco CallManager Perfmon Counters, RTMT, and CISCO-CCM-MIB
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Trace Examples
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FeedbackTable Of Contents
Obtaining Technical Assistance
Preface
This preface describes the purpose, audience, organization, and conventions of this guide, and provides information on how to obtain related documentation.
The preface covers these topics:
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Obtaining Technical Assistance
Purpose
The Book Title provides information about the Cisco CallManager Serviceability program, remote serviceability tools, and the CDR Analysis and Reporting tool.
Use this book with the Cisco CallManager System Guide, the Cisco CallManager Administration Guide, and the Cisco CallManager Serviceability Administration Guide. All documents provide instructions for administering the Cisco CallManager program and include descriptions of procedural tasks that you complete using Cisco CallManager Administration.
Audience
The Book Title provides information for network administrators responsible for managing and supporting the Cisco CallManager system. Network engineers, system administrators, or telecom engineers use this guide to learn about, and administer, remote serviceability features. This guide requires knowledge of telephony and IP networking technology.
Organization
The following table shows how this guide is organized:
Provides an overview of the Cisco CallManager Serviceability program, remote serviceability programs, and reporting tools.
Provides an overview of the Cisco CallManager objects and counters used for serviceability.
Provides a brief description of the Cisco CallManager services such as CiscoTFTP, Cisco CTIManager, and Cisco CDR Insert.
Provides a brief description of the local and remote tools available to troubleshoot the Cisco CallManager system.
Provides an overview of the procedures for activating and deactivating Cisco CallManager services.
Provides overview of the procedures for starting and stopping Cisco CallManager services.
Provides an overview of alarms and alarm definitions.
Provides an overview and the procedures for configuring trace parameters, trace collection, and trace analysis.
Provides an overview of performance and device monitoring and alert notification.
Provides an overview of the tool used to generate IP phone problem reports.
Provides information on Microsoft Windows 2000 Performance monitoring program used to monitor Cisco CallManager performance on local or remote installations.
Provides an overview of the tool used to create reports for large trace files.
Provides an overview of CDR Analysis and Reporting, a tool used to create user, system, device, and billing reports.
Provides an overview of the tools available to remotely troubleshoot a Cisco CallManager system.
Provides architecture and operation of the Cisco Secure Telnet system, including network topologies and configurations.
Provides information on the Cisco Show command line interface.
Provides information for using SNMP and the CiscoWorks2000 interface to troubleshoot and to perform diagnostics and network management tasks.
Provides overview of CiscoWorks2000 when used with Cisco CallManager to manage some of the remote serviceability features.
Provides information for setting up trace using CiscoWorks2000 Campus Manager.
Provides information for using system log management to diagnose and troubleshoot problems.
Provides overview of Cisco Discovery Protocol used to support Cisco CallManager installations.
"Cisco CallManager Perfmon Counters, RTMT, and CISCO-CCM-MIB"
Provides tables with related information about Cisco CallManager perfmon counters, the Real-Time Monitoring Tool, and CCM_SNMP_MIB.
Provides an example using Trace to solve a problem with the Cisco CallManager system.
Related Documentation
Refer to the following documents for further information about related Cisco IP telephony applications and products:
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Conventions
This document uses the following conventions:
Notes use the following conventions:
Note
Timesavers use the following conventions:
Timesaver
Tips use the following conventions:
Tip
Cautions use the following conventions:
Caution
Warnings use the following conventions:
Warning
Obtaining Documentation
These sections explain how to obtain documentation from Cisco Systems.
World Wide Web
You can access the most current Cisco documentation on the World Wide Web at this URL:
Translated documentation is available at this URL:
http://www.cisco.com/public/countries_languages.shtml
Documentation CD-ROM
Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which is shipped with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.
Ordering Documentation
You can order Cisco documentation in these ways:
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http://www.cisco.com/public/ordsum.html
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http://www.cisco.com/go/subscription
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Documentation Feedback
You can submit comments electronically on Cisco.com. In the Cisco Documentation home page, click the Fax or Email option in the "Leave Feedback" section at the bottom of the page.
You can e-mail your comments to bug-doc@cisco.com.
You can submit your comments by mail by using the response card behind the front cover of your document or by writing to the following address:
Cisco Systems
Attn: Document Resource Connection
170 West Tasman Drive
San Jose, CA 95134-9883We appreciate your comments.
Obtaining Technical Assistance
Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain online documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web Site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.
Cisco.com
Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.
Cisco.com is a highly integrated Internet application and a powerful, easy-to-use tool that provides a broad range of features and services to help you with these tasks:
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If you want to obtain customized information and service, you can self-register on Cisco.com. To access Cisco.com, go to this URL:
Technical Assistance Center
The Cisco Technical Assistance Center (TAC) is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two levels of support are available: the Cisco TAC Web Site and the Cisco TAC Escalation Center.
Cisco TAC inquiries are categorized according to the urgency of the issue:
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The Cisco TAC resource that you choose is based on the priority of the problem and the conditions of service contracts, when applicable.
Cisco TAC Web Site
You can use the Cisco TAC Web Site to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to this URL:
All customers, partners, and resellers who have a valid Cisco service contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to this URL to register:
http://www.cisco.com/register/
If you are a Cisco.com registered user, and you cannot resolve your technical issues by using the Cisco TAC Web Site, you can open a case online by using the TAC Case Open tool at this URL:
http://www.cisco.com/tac/caseopen
If you have Internet access, we recommend that you open P3 and P4 cases through the Cisco TAC Web Site.
Cisco TAC Escalation Center
The Cisco TAC Escalation Center addresses priority level 1 or priority level 2 issues. These classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer automatically opens a case.
To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to this URL:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled: for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). When you call the center, please have available your service agreement number and your product serial number.
