Getting Started with ehealth for Voice Cisco Unity & Unity Bridge

Transcription

1 Focus on Setup Getting Started with ehealth for Voice Cisco Unity & Unity Bridge What s Inside About ehealth for Voice Cisco Unity. An overview of the product components. Requirements. Prerequisites for for installing ehealth for Voice Cisco Unity. Convergence-based communications services, such as Cisco Unity, require consistent performance and high availability. Voice and unified messaging services must be available continuously and messages must be delivered on time. Any bottleneck degrades performance and quality. Isolating a bottleneck and correcting it quickly is critical to ensuring consistent service levels. In a call center, calls that roll over to voice mail must be retrieved and returned rapidly or services deteriorate. Being able to monitor the number of ports locked, failed notifications, Message Waiting Indicator failures, and message access delays can tell you how well Unity services are performing. If a service stops running, knowing immediately means being able to respond immediately to minimize any service disruption. SystemEDGE can restart the service automatically with an action script and send a trap to ehealth as notification of the event. You also need to know if you have enough available ports, message stores, and processor resources. Having accurate data for CPU and port utilization also shows how well-provisioned the Unity server is for current demand and where you may need more capacity. Installing ehealth for Voice Cisco Unity. Detailed installation instructions. Discovering Unity Servers and Unity Bridge. How to identify and locate the Unity elements to monitor. Creating Groups and Group Lists. How to group elements and element lists to get meaningful reports. Associating Live Health Profiles for Unity with Groups and Group Lists. How to use Live Health to help monitor Unity using a real-time graphical view of Cisco Unity performance. Applying the Cisco Unity Template to Systems. How to use a template predefined for monitoring Cisco Unity performance. The template provides an easy way to set measurement thresholds for Unity services. AdvantEDGE View Queries for Unity. How to use AdvantEDGE View to a query the Unity server to view performance statistics. Applying the Unity Bridge Template to Systems. How to use a template predefined for monitoring Cisco Unity performance. The template provides an easy way to set measurement thresholds for Unity services. AdvantEDGE View Queries for Unity Bridge. How to use AdvantEDGE View to a query Unity Bridge to view performance statistics. Supported Trend and Top N Variables. The variables you can use to tailor ehealth reports for Unity and Unity Bridge.

2 ehealth for Voice Cisco Unity ehealth for Voice Cisco Unity is an optional software module that runs with a SystemEDGE agent to provide continuous monitoring of the performance and availability of Cisco Unity voice and unified messaging services. ehealth uses that performance and availability data to provide a variety of Unity health reports. Monitoring the health and performance of the Unity server and Bridge services is a critical part of ensuring reliability and consistency. Developed expressly to monitor Cisco Unity servers and Unity Bridges, ehealth for Voice Cisco Unity gathers performance statistics for Unity server and Unity Bridge. ehealth uses that data for reports on Unity performance. Unity Components Monitored by ehealth. Cisco Unity is a unified messaging service that runs on a Windows platform. It can run as either a voic only service or as a true unified messaging service supporting integrated management of voice, fax, and . A typical Unity deployment includes Microsoft IIS, Microsoft SQL Server, and Microsoft Exchange. Requirements To perform the tasks described in this document, you must have ehealth administrator or ehealth Web administrator privileges. If you have those privileges, begin by doing the following: 1. Install and license ehealth P6/D6 or later or ehealth 5.7 P2/D2 or later. ehealth monitors the health and performance of your Cisco Unity systems. For more information about installing ehealth, refer to the ehealth Installation Guide for your platform. 2. On each supported Release 4.0.x Cisco Unity system and Unity Bridge Release 3.0, install and license the following: SystemEDGE agent Release 4.2 PL2 or later. An ehealth for Voice Cisco Unity module. The module does not interfere with any resources that affect the performance of the Unity services. Unity Bridge is a networking gateway between Cisco Unity and an Avaya Octel system. It runs on a separate Windows server to provide the call interface services for an Octel network. Monitoring the performance and availability of the Unity Bridge server and voice ports is key to Unity service assurance. Unity consists of one or more Unity servers and one or more Unity Bridges. IIS provides management access to Unity administrators and gives users access to Unity resources through the Web. If IIS is not performing as expected, it can hinder user access to those remote Web services. Monitoring IIS services and processes lets you know if know that those services are performing consistently. The SQL Server is the database for Unity and stores Unity configuration data and other dynamic processing data. It is a key resource to Unity services and knowing that it is performing reliably is also critical. Exchange provides the Unity message storage. If it fails to perform, your message service also fails, so you need to monitor it closely. Exchange can reside on the same server with Unity or on one or more other servers. The ehealth AIMs for Microsoft IIS (Releases 5 and 6), SQL Server, and Exchange are installed by default with ehealth for Voice Cisco Unity. (The ehealth Exchange AIM is installed if Microsoft Exchange is installed on the Unity Server.) The AIMs for IIS, SQL, and Exchange are not installed on the Unity Bridge. The SystemEDGE agent and AIMs are certified for use on Cisco products. You can deploy the SystemEDGE agent, ehealth for Voice Cisco Unity, and the ehealth AIMs all together to multiple systems using AdvantEDGE View Agent Deployment. Before installing Unity, you must have a read-write SNMP community string. 2

3 Installing ehealth for Voice Cisco Unity There are two types of installation: Local installation on individual servers Remote deployment to one or more servers from AdvantEDGE View Local Installation 1. Locate the downloadable InstallShield program and copy it to the Unity server. 2. Double-click the self-extracting installation program to access the setup file. 3. Double-click the setup file (unitysetup.exe) to start the InstallShield program ehealth for Voice Cisco Unity and Unity Bridge. 4. Upon startup, the InstallShield program displays a welcome screen. Click Next to continue. 5. ehealth for Voice Cisco Unity includes the latest versions of the IIS, SQL Server, and Exchange AIMs as part of the default installation on Unity Servers (not on Unity Bridge). For older versions of these modules present on the server, the installer detects them and then prompts to ask if you want them updated. Press Yes to continue or No to exit. 6. The next screen shows the current locations for installing the program files. If the locations are correct, click Next. 7. As part of the installation, it is necessary to stop the SystemEDGE agent. The installer stops and restarts the agent automatically. Click Yes to proceed. 8. After installing the program files to the appropriate locations, the installer asks if you want to activate ehealth Unity monitoring in SystemEDGE. The installer also activates the ehealth AIMs for IIS, SQL Server, and Exchange at the same time. Click Yes to continue. 9. If you have an existing license key for the products just installed, the installation procedure ends here. If you need licenses for ehealth for Voice Cisco Unity or any of the installed AIMs, the installer asks if you want to license the software you just installed. If you click Yes to continue, the installer takes you through a series of licensing screens. If you prefer to license the installed software separately, click No. The installation procedure is now complete. Remote Deployment from AdvantEDGE View 1. From the ehealth Web Console, click the Systems & Apps tab. 2. Click AdvantEDGE View. 3. Click the Administration icon. 4. Click the Agent Deployment icon. The AdvantEDGE View Agent Deployment form displays. 5. Click the Web Help icon for detailed instructions on completing AdvantEDGE View Agent Deployment form and deploying ehealth for Voice Cisco Unity. Refer to the AdvantEDGE View Web help files for further information on deployment. Discovering Cisco Unity Servers and Unity Bridge After you have installed and licensed the SystemEDGE agent, the ehealth for Voice Cisco Unity modules, and the ehealth AIMs, use the ehealth console to run the discover process for the Unity server and Unity Bridge resources. The resources discovered are: Cisco Unity Server Cisco Unity Bridge Cisco Unity Process Cisco Unity Message Cisco Unity Session To discover Cisco Unity and Unity Bridge: 1. On the ehealth console, select Setup Discover. The Discover dialog box appears. 2. Under Mode, select System and Application. 3. Specify the read-write community string in the Community Strings field and the method for discovering under Discover Using, and then click Discover. For more information about running the discover process, click Help on the Discover dialog box. 4. Click Save on the Discovering dialog box to save the elements that ehealth discovered in the poller configuration. 3

4 Creating Groups and Group Lists After you have discovered elements and saved them to the poller configuration, you can group the elements to provide meaningful reports. You can also organize the groups into group lists. You can, for example, create a System group that includes all of your Cisco Unity servers and another one that includes all of your Unity Bridges. You can then create a multi-technology group list that includes Unity servers and applications, as well as application service elements and process sets for the ehealth AIMs for Microsoft IIS, Microsoft SQL Server, and Exchange for Windows. The Unity elements are classified as remote access devices. To create groups of Unity elements: 1. On the ehealth console, select Reports Edit Groups, and select one of the following: System Groups to create groups of Cisco Unity server elements Application Groups to create groups of Cisco Unity application elements, and groups of application service elements for each of the following: Microsoft IIS, Microsoft SQL Server, and the Exchange AIM. You can create multiple groups for each technology type. You can also create separate application groups for each Unity application and each of the other application service element types. 2. Create the groups and then click OK when you have finished. After you have created groups, you can organize them in group lists. To create a group list: 1. On the ehealth console, select Reports Edit Group Lists, and select the type of group list that you want to create. If you want to create a list that includes all of your VoIP components, select Multi Technology Group Lists. The Group List dialog box appears. 2. Create your group list and click OK when you have finished. After you create groups and group lists, you can create profile associations for Live Health monitoring and run reports for them as described in the next section. For more information about the reports that you can run, refer to the ehealth focus topic, Getting Started with VoIP Reports. Associating Live Health Profiles for Cisco Unity or Unity Bridge with Groups and Group Lists If you are a Live Health administrator, you can use the Live Exceptions Browser to associate default Live Health profiles for monitoring Cisco Unity systems and Unity Bridges with the groups and group lists that you created. To create profile associations: 1. Start the Live Exceptions Browser. 2. Select Setup Subjects to Monitor. The Setup Subjects dialog box appears. 3. Click New. The Setup Subjects Editor dialog box appears. 4. Under Subject Type, select Groups or Group Lists. Depending on your selection, groups or group lists appear in the Subjects list. 5. From the Technology list, select System, Application, or Multi-technology. 6. Under Subjects, select one or more groups or group lists of your Unity elements. 7. Under Profiles, select one or more of the following profiles to associate with System groups or with System or Multi-Technology group lists that include Unity servers: System - Delay. This profile monitors userinitiated actions that are taking longer than expected. It focuses on excessive CPU utilization, paging, disk I/O, and interface discards, which can contribute to delays in system processing. System - Failure. This profile monitors the availability of key services, system failures or inactivity, and errors that indicate potential failures. System - Unusual Workload. This profile monitors CPU, disk, interface, and process activity for higher-than-normal values, which can indicate unexpected or unusual capacity or volume changes. 4

5 Cisco Unity - Failure. This profile monitors the availability of key services, inactivity, and errors that indicate failure situations. (This profile includes trap rules that require it to be associated with the Unity System elements as well as the Unity Bridge elements.) 8. Under Calendars, select a calendar to apply a time range to the profile and subject pairs. 9. Click Apply. 10. Under Profiles, select one or more of the following profiles to associate with Application groups or with Application or Multi-Technology group lists that include Unity applications: Cisco Unity - Delay. This profile monitors excessive CPU utilization, physical memory, and trunk channel utilization, which can contribute to delays in call processing. Cisco Unity - Failure. This profile monitors the availability of key services, phone failures or inactivity, and errors that indicate failure situations. Cisco Unity - Unusual Workload. This profile monitors conference and call statistics for higher-than-normal values, which can indicate unexpected or unusual capacity or volume changes. 11. Under Calendars, select a calendar to apply a time range to the profile and subject pairs. 12. Click OK to close the Setup Subjects Editor dialog box, and then click OK again. The Live Exceptions Browser displays a message stating that it sent your changes to ehealth. Applying Cisco Unity and Unity Bridge Templates to Systems ehealth provides a default SystemEDGE template for monitoring Cisco Unity and a separate one for Unity Bridge. You can apply the template to the Unity system you are managing to configure the SystemEDGE agent to monitor the Unity server or Unity Bridge processes. You can also create a copy of the template to modify if you want to monitor other variables or send traps to your ehealth system if the Unity system or application performance begins to degrade. Applying the template for Unity involves writing to the SystemEDGE agent and, therefore, requires a readwrite SNMP community string for the Unity elements. To view the ehealth for Cisco Unity template: 1. Log in to the ehealth Web interface, and click the Systems & Apps tab. Click AdvantEDGE View. 2. Click the Administration icon and then the Template Management icon. The Existing SystemEDGE Templates list appears. 3. Select ehealth for Voice - Unity Server or ehealth for Voice - Unity Bridge. The default template appears. You cannot edit a template but you can create a copy for editing. To apply the template to a system: 1. Select Template Configuration from the Configuration list and the system to which you want to apply the template from the System list. 2. Click the Configuration icon. 3. Select ehealth for Voice - Unity Server or ehealth for Voice - Unity Bridge from the Templates available for installation list and click Apply Selected Templates. ehealth applies the template to the systems you select in the System list. The SystemEDGE agent then monitors performance and status for the variables in the template. 4. View SystemEDGE monitoring information for the Unity as described in the next procedure. To obtain SystemEDGE data for Cisco Unity or Unity Bridge: 1. Select one of the following from the Configuration list: Self Monitoring (for threshold-monitoring information) Process Monitoring NT Event Monitoring 2. Select the system or group to monitor from the System or Group list. 3. Click the Configuration icon. The monitoring table for the configuration option you selected provides information for the variables the agent monitors. 5

6 AdvantEDGE View Application Queries for Cisco Unity or Unity Bridge You can use AdvantEDGE View to obtain real-time performance data about your Unity server or Unity Bridge. You can also run ehealth At-a-Glance, Trend, Top N, and Service Level reports for your Unity resources. To run an Application query for Cisco Unity or Unity Bridge: Figure 1 and Figure 2 are sample AdvantEDGE View query report screens for Unity and Unity Bridge, respectively. CHIMERA-SH 1. On the AdvantEDGE View tab, select the system to monitor from the System list. 2. Select Cisco Unity or Unity Bridge from the Applications list. 3. Click the Applications icon to display the report. 4. To view information for a particular category of Unity server performance statistics, click one of the links under the System heading. They include: Application Service Message Service Session Service Processes Process Totals The statistics categories for Unity Bridge are Processes Process Totals You can also run At-a-Glance reports by clicking on the At-a-Glance report links on some of the AdvantEDGE View screens for Unity and Unity Bridge. Figure 1. Cisco Unity Report Screen (Sample) For details on individual metrics for any of the Unity modules, refer to the AdvantEDGE View Web Help. CHIMERA-SH Figure 2. Cisco Unity Bridge Report Screen (Sample) 6

7 Supported Trend and Top N Variables Table 1. Trend Variables for Cisco Unity and Unity Bridge Element Variable Element Variable Cisco Unity and Unity Bridge Application Service Availability Bad Polls Bytes Read Bytes Written CPU System Utilization CPU User Utilization CPU Utilization Data Bytes Data Operations Handles In Use Latency Missed Polls Other Bytes Other Operations Page Faults Page File Bytes Used Pool Non-Paged Bytes Pool Paged Bytes Private Bytes in Use Privileged Seconds Reachability Read Operations Reboots Virtual Memory Used Working Size Set Write Operations Cisco Unity and Unity Bridge Processes Availability Bad Polls Bytes Read Bytes Written CPU System Utilization CPU User Utilization CPU Utilization Data Bytes Data Operations Disk Block Reads Disk Block Writes Good Polls Handles In Use Hard Page Faults Hard Page Faults% Latency Missed Polls Network Messages In Network Messages Out Other Bytes Other Operations Page Faults Page File Bytes Used Physical Memory Used Pool Non-Paged Bytes Pool Paged Bytes Private Bytes in Use Privileged Seconds Reachability Read Operations Reboots Soft Page Faults Swaps System Calls Threads Total Memory Total Page Faults Virtual Memory Used Working Size Set Write Operations For More Information Refer to the following ehealth focus topics on the Concord Web site and in the TotalDoc CD: Getting Started with VoIP: Overview Getting Started with VoIP Reports Getting Started with ehealth for Voice Voice Quality Monitor Getting Started with ehealth for Voice Cisco CallManager Copyright 2005 Concord Communications, Inc. ehealth, the Concord Logo, Live Health, Live Status, SystemEDGE, AdvantEDGE and/or other Concord marks or products referenced herein are either registered trademarks or trademarks of Concord Communications, Inc. Other trademarks are the property of their respective owners. 7