Cisco CallManager Serviceability System Guide, Release 4.1(3)

Table Of Contents





Related Documentation


Obtaining Documentation

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco Technical Support Website

Submitting a Service Request

Definitions of Service Request Severity

Obtaining Additional Publications and Information


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:




Related Documentation


Obtaining Documentation

Documentation Feedback

Obtaining Technical Assistance

Obtaining Additional Publications and Information


The Cisco CallManager Serviceability System Guide 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.


The Cisco CallManager Serviceability System Guide 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.


The following table shows how this guide is organized:



Provides an overview of the Cisco CallManager Serviceability program, remote serviceability programs, and reporting tools.

"Performance Objects and Counters"

Provides an overview of the Cisco CallManager objects and counters used for serviceability.

"Cisco CallManager Services"

Provides a brief description of the Cisco CallManager services such as CiscoTFTP, Cisco CTIManager, and Cisco CDR Insert.

Chapter 4, "Tools Overview"

Provides a brief description of the local and remote tools available to troubleshoot the Cisco CallManager system.

"Service Activation"

Provides an overview of the procedures for activating and deactivating Cisco CallManager services.

"Control Center"

Provides overview of the procedures for starting and stopping Cisco CallManager services.


Provides an overview of alarms and alarm definitions.

Chapter 8, "Trace"

Provides an overview and the procedures for configuring trace parameters, trace collection, and trace analysis.

"Real-Time Monitoring Tool"

Provides an overview of performance and device monitoring and alert notification.

"Quality Report Tool"

Provides an overview of the tool used to generate IP phone problem reports.

Chapter 11, "Serviceability Reports Archive"

Provides an overview of the Serviceability Reports Archive.

"Microsoft Performance"

Provides information on Microsoft Windows 2000 Performance monitoring program used to monitor Cisco CallManager performance on local or remote installations.

Chapter 13, "Bulk Trace Analysis"

Provides an overview of the tool used to create reports for large trace files.

"CDR Analysis and Reporting"

Provides an overview of CDR Analysis and Reporting, a tool used to create user, system, device, and billing reports.

"Remote Serviceability Overview"

Provides an overview of the tools available to remotely troubleshoot a Cisco CallManager system.

Chapter 16, "Cisco Secure Telnet"

Provides architecture and operation of the Cisco Secure Telnet system, including network topologies and configurations.

"Show Command Line Interface"

Provides information on the Cisco Show command line interface.

"Simple Network Management Protocol"

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.

"Path Analysis"

Provides information for setting up trace using CiscoWorks2000 Campus Manager.

Chapter 21, "System Log Management"

Provides information for using system log management to diagnose and troubleshoot problems.

"Cisco Discovery Protocol Support"

Provides overview of Cisco Discovery Protocol used to support Cisco CallManager installations.

"Cisco CallManager Performance 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.

"Trace Examples"

Provides an example using Trace to solve a problem with the Cisco CallManager system.

"Performance Objects and Counters"

Provides a complete list of performance objects and their associated counters.

Related Documentation

Refer to the following documents for further information about related Cisco IP telephony applications and products:

Installing Cisco CallManager Release 3.3

Release Notes for Cisco CallManager Release 3.3

Cisco CallManager Administration Guide

Cisco CallManager System Guide

Cisco CallManager Serviceability Administration

Hardware Configuration Guide for the Cisco Voice Gateway 200

Software Configuration Guide for the Cisco Voice Gateway 200

Cisco IP Phone Administration Guide for your phone model

Cisco IP Telephony Troubleshooting Guide for Cisco CallManager

Cisco IP Telephony Network Design Guide

Troubleshooting Guide for Cisco CallManager


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Submitting a Service Request

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Severity 2 (S2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

Severity 3 (S3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

Severity 4 (S4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

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