User Guide for Cisco Unified Service Statistics Manager

Transcription

1 User Guide for Cisco Unified Service Statistics Manager Cisco Unified Communications Management Suite Software Release 1.3 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax: Text Part Number:

2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB s public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCDE, CCENT, CCSI, Cisco Eos, Cisco Explorer, Cisco HealthPresence, Cisco IronPort, the Cisco logo, Cisco Nurse Connect, Cisco Pulse, Cisco SensorBase, Cisco StackPower, Cisco StadiumVision, Cisco TelePresence, Cisco TrustSec, Cisco Unified Computing System, Cisco WebEx, DCE, Flip Channels, Flip for Good, Flip Mino, Flipshare (Design), Flip Ultra, Flip Video, Flip Video (Design), Instant Broadband, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn, Cisco Capital, Cisco Capital (Design), Cisco:Financed (Stylized), Cisco Store, Flip Gift Card, and One Million Acts of Green are service marks; and Access Registrar, Aironet, AllTouch, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Lumin, Cisco Nexus, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, Continuum, EtherFast, EtherSwitch, Event Center, Explorer, Follow Me Browsing, GainMaker, ilynx, IOS, iphone, IronPort, the IronPort logo, Laser Link, LightStream, Linksys, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, PCNow, PIX, PowerKEY, PowerPanels, PowerTV, PowerTV (Design), PowerVu, Prisma, ProConnect, ROSA, SenderBase, SMARTnet, Spectrum Expert, StackWise, WebEx, and the WebEx logo are registered trademarks of Cisco and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1002R) Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental Cisco Systems, Inc. All rights reserved.

3 CONTENTS Preface xi Audience xi Conventions xi Product Documentation xii Related Documentation xiii Obtaining Documentation and Submitting a Service Request xiii CHAPTER 1 Getting Started with Service Statistics Manager 1-1 Service Statistics Manager Overview 1-1 Launching Service Statistics Manager 1-2 Performing the Initial Login 1-2 Viewing Product License and Version 1-3 Using the Service Statistics Manager User Interface 1-4 Using Special Characters in Names or Views, Reports, Graphs, and SLAs 1-5 Important Data Collection Concepts 1-5 What Is a Monitor? 1-5 What Is a Monitor Type? 1-6 How Does a Monitor Type Compare with an Attribute Set? 1-7 CHAPTER 2 Using Views 2-1 Getting Started with Views 2-1 Managing Report-Based Views 2-3 Creating a Report-Based View 2-4 Changing the Order of Reports in a Report-Based View 2-4 Editing a Report-Based View 2-5 Deleting a Report-Based View 2-5 Managing Graph-Based Views 2-5 Creating a Graph-Based View 2-6 Understanding the Attribute Selection and Graph Options Page 2-7 Editing a Graph-Based View 2-7 Editing a Graph in a Graph-Based View 2-9 Deleting a Graph from a Graph-Based View 2-10 Deleting a Graph-Based View 2-10 iii

4 Contents Changing the Order of Graphs in a Graph-Based View 2-10 Working with Views 2-11 Working with Graph-Based Views 2-11 Manually Updating Graph-Based Views 2-12 CHAPTER 3 Using Reports 3-1 Getting Started with Reports 3-1 Understanding the Reports Tab 3-1 Default Reports 3-3 Understanding Data Rollup and Data Retention 3-12 Understanding Reports That Are Based on Call Volume Data 3-12 Understanding and Using Reports 3-13 Understanding the Report Header 3-13 Using the Report Icons in the Title Bar 3-13 Viewing Subreports 3-14 Viewing Comments 3-14 Obtaining Additional Information from Graphs, Legends, and Drill-Downs 3-15 Adding a Comment to a Report 3-15 Adding a Report to a View ing a Report 3-16 Using Specific Types of Reports 3-16 Using a Call Failure Summary Report 3-17 Using a Call Quality Summary Report 3-18 Using a Calls to/from Specified Number Report 3-19 Using a Capacity Trend Report 3-19 Using a Cause Code Analysis Report 3-20 Using a Custom Graph Report 3-21 Using a Group Aggregation Report 3-21 Using an Instance Aggregation Report 3-22 Using a Time Aggregation Report 3-22 Using a Top N Dialed Numbers Report 3-23 Using a Top N Calls Report 3-24 Using a Top N Users Report 3-24 Using a Top N Performers Report 3-25 Using a Traffic Summary Report 3-25 Using an SLA Capacity Trend Report 3-26 Using an SLA Compliance History Report 3-27 Using an SLA Compliance Matrix Report 3-27 Using an SLA Executive Summary Report 3-28 iv

5 Contents Using an SLA Health Summary Report 3-29 Managing Reports 3-29 Creating a Report Page 1 of the Report Wizard (Initial Details) 3-30 Creating a Report Page 2 of the Report Wizard (Specific Report Type Details) 3-32 Understanding the Use of Color on Graphs in Reports 3-32 Call Failure Summary Report 3-33 Call Quality Summary Report 3-34 Calls To/From Specified Number Report 3-35 Capacity Trend Report 3-36 Cause Code Analysis Report 3-37 Custom Graph Report 3-38 Selecting Elements to Include in a Custom Graph Report 3-39 Group Aggregation Report 3-40 Instance Aggregation Report 3-41 Time Aggregation Report 3-42 Top N Calls Reports 3-43 Top N Dialed Numbers Report 3-44 Top N Users Report 3-45 Top N Performers Report 3-46 Traffic Summary Report 3-47 SLA Capacity Trend Report 3-48 SLA Compliance History Report 3-48 SLA Compliance Matrix Report 3-49 SLA Executive Summary Report 3-50 SLA Health Summary Report 3-50 Creating a Report Page 3 of the Report Wizard (Display, Schedule, and Options) 3-51 Editing a Report 3-53 Editing a Report Page 1: Updating Initial Report Details 3-53 Editing a Report Page 2: Updating Report Type-Specific Details 3-53 Editing a Report Page 3: Updating Display, , and Schedule Options 3-54 Deleting a Report 3-54 CHAPTER 4 Using Custom Graphs 4-1 Getting Started with Custom Graphs 4-1 Creating Custom Graphs 4-1 Creating Line Graphs 4-1 Creating Area Graphs 4-3 Creating X-Y Graphs 4-4 Creating Top N Graphs 4-5 v

6 Contents Using the List All Button in a Top N Graph Display 4-6 Using the Description Table in a Top N Graph Display 4-6 Creating a Graph for a Single Monitor Type 4-6 Creating Graphs for Multiple Monitor Types 4-7 Understanding and Interacting with Custom Graphs 4-8 Using the Attributes Tab to Update a Graph 4-10 Adding a Multiple-Graph (MG) Display to a View 4-10 Viewing Instance Details on the Monitor Information Tab 4-11 Using Additional Graphing Functions 4-11 Zooming In and Out 4-11 Exporting to Excel 4-12 Adding New Monitors to a Graph 4-12 Viewing More Information 4-12 Adding a Specific Graph to a View 4-13 Deleting a Graph from a Multiple-Graph Display 4-13 Graphing Restrictions and Limitations 4-13 CHAPTER 5 Managing SLAs and Monitoring Compliance 5-1 Getting Started with SLAs 5-1 Using the Compliance Matrix 5-2 Compliance Matrix Icons 5-4 Viewing the Compliance Matrix for a Specific SLA 5-4 Viewing SLA Details (Compliance Matrix Details Column) 5-5 Viewing Element Details (SLA Details Threshold Condition Link) 5-6 Viewing Violation Details (Compliance Matrix Current Status Column) 5-6 Launching the SLA Compliance History Report (Compliance Matrix History) 5-7 Viewing Data Points for a Time Period (Compliance Matrix Time-Period-to-Date Details) 5-7 Using SLA Administration to Manage SLAs 5-8 Adding an SLA 5-8 Adding an SLA to Measure Compliance for Instances 5-9 Adding an SLA to Group Other SLAs 5-11 Adding an SLA to Measure the Compliance of a Group of SLAs 5-12 Adding an SLA Type 5-12 Editing an SLA Type 5-13 Editing an SLA 5-13 Editing a Nested SLA 5-15 Deleting an SLA 5-16 Defining Schedules 5-16 Adding a Schedule When Configuring Custom Graphs, Reports, and SLAs 5-17 vi

7 Contents Editing a Schedule When Configuring Custom Graphs, Reports, and SLAs 5-17 Deleting a Schedule 5-18 CHAPTER 6 Using the SSM Administration Console 6-1 SSM Administration Console Overview 6-1 Launching the SSM Administration Console 6-2 SSM Administration Console Folders 6-2 Managing Groups 6-3 Adding a Group by Selecting Each Element 6-3 Searching for Group Members 6-4 Adding a Group by Selecting Groups 6-5 Defining Group Display 6-6 Editing a Group 6-6 Deleting a Group 6-6 Managing Users 6-6 Adding a User 6-7 Editing a User 6-7 Deleting a User 6-8 Managing User Roles and Privileges 6-8 Adding a Role 6-10 Editing a Role 6-12 Deleting a Role 6-12 Managing Remote Agents 6-12 Adding a Remote SSM Agent 6-13 Changing the TCP Connection Port for a Remote SSM Agent 6-14 SSM Agent Troubleshooting Tips 6-14 Understanding Communication Between an SSM Agent and the Service Statistics Manager Server 6-16 Editing an SSM Remote Agent 6-16 Deleting an SSM Agent 6-17 Connecting an SSM Agent 6-18 Disconnecting an SSM Agent 6-18 Restarting an SSM Agent 6-18 CHAPTER 7 Using Administration 7-1 Changing Your Password 7-1 Selecting Your Dashboard View 7-1 Selecting Your Home View 7-2 vii

8 Contents Performing Advanced Administration Tasks 7-2 Configuring Attribute Sets 7-3 Adding an Attribute Set 7-3 Editing an Attribute Set 7-4 Deleting an Attribute Set 7-5 Configuring Schedules 7-5 Adding a Schedule 7-5 Editing a Schedule 7-6 Deleting a Schedule 7-7 Configuring Phone-Based Groups 7-7 Configuring Call Quality 7-8 Integrating with Operations Manager and Service Monitor 7-9 Triggering Discovery 7-10 Retriggering Discovery 7-12 Editing Operations Manager and Service Monitor IP Addresses 7-13 Deleting a Service Monitor from Service Statistics Manager 7-15 Working with Downloads 7-15 Installing the SSM Administration Console on Another System 7-16 Installing SSM Agent on Another System 7-16 Verifying the SSM Agent and SSM Administration Console Software Version 7-17 Uninstalling a Remote SSM Agent 7-18 Uninstalling a Remote SSM Administration Console 7-18 CHAPTER 8 Database and System Administration 8-1 Administering the Database 8-1 Understanding Database Purging 8-2 Understanding Database Archiving and Archive Files 8-2 Backing Up and Restoring the Database 8-3 Performing a Full Database Backup 8-3 (Optional) Saving an Existing Full Database Backup Before Creating a New One 8-5 Restoring the Database 8-5 Moving Service Statistics Manager Server Data to Another Disk 8-6 Recognizing Issues and Applying Workarounds 8-7 Troubleshooting Login Problems 8-11 Using an Evaluation License 8-11 Installing a License 8-11 Updating the SMTP Server and Port Number 8-12 viii

9 Contents APPENDIX A Devices, Monitor Types, and Attributes A-1 Devices and Associated Monitor Types A-1 Service Monitor Database Monitor Types A-2 Understanding Data Collection from Service Monitor A-3 Call Quality Monitor Type Attributes A-3 Call Quality by NAM Monitor Type Attributes A-4 Call Quality by Sensor Monitor Type Attributes A-4 Call Volume Monitor Type Attributes A-5 Operations Manager File-Based Monitor Types A-9 CME Performance Monitor Type Attributes A-10 CUE Performance Monitor Type Attributes A-10 Gatekeeper Performance Monitor Type Attributes A-11 Gateway Utilization Monitor Type Attributes A-11 System Utilization for IOS Router Monitor Type Attributes A-12 System Utilization for Unified CCE Monitor Type Attributes A-13 System Utilization for Unified CM Monitor Type Attributes A-13 System Utilization for Unity Monitor Type Attributes A-13 System Utilization for Unity Connection Monitor Type Attributes A-14 Trunk Utilization Monitor Type Attributes A-14 Unified CCE Performance Monitor Type Attributes A-15 Unified CM Performance Monitor Type Attributes A-15 Node-to-Node Test File-Based Monitor Types and Attributes A-16 IPSLA Data Jitter Monitor Type Attributes A-16 IPSLA Gatekeeper Registration Delay Monitor Type Attributes A-17 IPSLA Ping Echo Monitor Type Attributes A-17 IPSLA Ping Path Echo Monitor Type Attributes A-17 IPSLA UDP Echo Monitor Type Attributes A-18 APPENDIX B Default Report Definitions B-1 I NDEX ix

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11 Preface This manual describes Cisco Unified Service Statistics Manager (Service Statistics Manager) and provides instructions for using and administering it. Audience The audience for this document includes: Executives who need to assess how well the Cisco Unified Communications solution is working from a user standpoint; the volume of voice service delivery; and how voice service delivery impacts the rest of the network. Capacity planners IP telephony operations personnel who need to identify misuse and exceptions; problems that most require focused attention and issue resolution; and resources that are either redundant or in need of repair. Conventions This document uses the following conventions: Item Commands and keywords Variables for which you supply values Displayed session and system information Information you enter Variables you enter Menu items and button names Selecting a menu item in paragraphs Selecting a menu item in tables Convention boldface font italic font screen font boldface screen font italic screen font boldface font Option > Network Preferences Option > Network Preferences xi

12 Preface Means reader take note. s contain helpful suggestions or references to material not covered in the publication. Caution Means reader be careful. In this situation, you might do something that could result in equipment damage or loss of data. Product Documentation The originally published printed and electronic documentation is included with your product. Any changes after original publication are reflected on Cisco.com, where you will find the most up-to-date documentation. Table 1 describes the product documentation that is available. Table 1 Product Documentation Document Title Release s for Cisco Unified Service Statistics Manager 1.3 Quick Start Guide for Cisco Unified Service Statistics Manager 1.3 User Guide for Cisco Unified Service Statistics Manager Context-sensitive online help Available on Cisco.com at this URL cisco_unified_service_statistics_manager/1.3/release/notes/ ReleasesforCiscoUnifiedServiceStatisticsManager1_3.html http: //cisco.com/en/us/docs/net_mgmt/ cisco_unified_service_statistics_manager/1.3/quick/guide/ QuickStartGuideCiscoUnifiedServiceStatisticsManager1_3.html cisco_unified_service_statistics_manager/1.3/user/guide/ UserGuideforCiscoUnifiedServiceStatisticsManager.html Click the Help link in the upper-right corner of the window or the help button in any dialog box. Related Documentation The originally published printed and electronic documentation was included with your product. Any changes after original publication are reflected on Cisco.com, where you will find the most up-to-date documentation. xii

13 Preface Table 2 describes the additional documentation that is available. Table 2 Related Documentation Document Title Quick Start Guide for Cisco 1040 Sensor Release s for Cisco Unified Operations Manager 2.3 Installation Guide for Cisco Unified Operations Manager 2.3(Includes Service Monitor) User Guide for Cisco Unified Operations Manager 2.3 Release s for Cisco Unified Service Monitor 2.3 Cisco Unified Service Monitor 2.3 Compatibility Matrix Installation Guide for Cisco Unified Service Monitor 2.3 User Guide for Cisco Unified Service Monitor 2.3 Release s for CiscoWorks Common Services 3.2 User Guide for CiscoWorks Common Services 3.2 Cisco.com URL Where Document Is Available guide/1040qs21.html release/notes/om_rn23.html installation/guide/installationguideforciscounifiedoperationsmanager.html user/guide/cuom_userguide23.html release/notes/releasesforciscounifiedservicemonitor2_3.html CiscoUnifiedServiceMonitorCompatibilityMatrix23.html installation/guide/installationguideforciscounifiedservicemonitor23.html guide/userguideforciscounifiedservicemonitor2_3.html 3.2/release/notes/cs32rel.html 3.2/user/guide/cs32ug.html Obtaining Documentation and Submitting a Service Request For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: Subscribe to the What s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0. xiii

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15 CHAPTER 1 Getting Started with Service Statistics Manager See the following topics: Service Statistics Manager Overview, page 1-1 Launching Service Statistics Manager, page 1-2 Viewing Product License and Version, page 1-3 Using the Service Statistics Manager User Interface, page 1-4 Important Data Collection Concepts, page 1-5 Service Statistics Manager Overview Cisco Unified Service Statistics Manager (Service Statistics Manager) is a product from the Cisco Unified Communications Management Suite that uses short-term operational data collected by other products in the suite to perform longer-term analysis and reporting. The Service Statistics Manager product includes three components that are referred to throughout this document: Service Statistics Manager Refers to both: The application server with the database and the backend processes that store and analyze data and create reports and graphs. The web server through which you can access the user interface and view reports and graphs. For more information, see Using the Service Statistics Manager User Interface, page 1-4. SSM Agent Creates monitors (data collectors) on Cisco Unified Operations Manager (Operations Manager) and Cisco Unified Service Monitor (Service Monitor) systems where it is installed; and coordinates polling for data on Operations Manager and Service Monitor systems and delivery of data to Service Statistics Manager. For more information, see Integrating with Operations Manager and Service Monitor, page 7-9. SSM Administration Console Manages groups, users, roles, and SSM Agents. Only a user in the Administrator role in Service Statistics Manager can log into this console. For more information, see Using the SSM Administration Console, page

16 Launching Service Statistics Manager Chapter 1 Getting Started with Service Statistics Manager Launching Service Statistics Manager For information about the SSM Administration Console, which enables a user in the Administrator role to configure Service Statistics Manager and control access to it, see Using the SSM Administration Console, page 6-1. After a user in the Administrator role has performed initial configuration and provided you with a username and password, you can connect to the Service Statistics Manager server. Prior to that, see Performing the Initial Login, page 1-2. Open a browser and enter the appropriate address: To run Service Statistics Manager in secure mode, enter this: or IP address:48443 If you do not need to run Service Statistics Manager in secure mode, enter this: or IP address:48101 If the login window fails to appear, contact your Administrator. Step 3 In the Service Statistics Manager Login window, enter the username and password provided to you by the Administrator. The default username and password (on installation) is admin. (For more information, see Performing the Initial Login, page 1-2.) Click Login. If you have an evaluation license for Service Statistics Manager, a reminder message displays the number of days remaining in the evaluation period. For more information, see Using an Evaluation License, page Caution Avoid multiple logins using the same browser, username, and password; otherwise, results are unpredictable. For multiple logins, open separate browser instances. Login sessions time out after 2 hours of inactivity. If a session is not used for 2 hours, you are prompted to log in again. Performing the Initial Login If you are logging in for the first time, you can use the reserved admin username and password. During the initial login, change the password for admin, the reserved username, and create additional users with appropriate privileges as directed in this procedure. Open a browser and enter the appropriate address: To run Service Statistics Manager in secure mode, enter this: or IP address:

17 Chapter 1 Getting Started with Service Statistics Manager Viewing Product License and Version If you do not need to run Service Statistics Manager in secure mode, enter this: or IP address:48101 If the Login window fails to appear, contact your Administrator. Enter admin in the User Name field and the password set for admin in the Password field. Contact a Service Statistics Manager user in the Administrator role if you do not know the password for admin or if you need a username and password. Step 3 Click Login or press Enter. You are now logged in. Login sessions time out after 2 hours of inactivity. If a session is not used for 2 hours, you are prompted to log in again. Step 4 Step 5 Change the admin password by selecting Administration > User ID and Password. Log into the SSM Administration Console. (Only a user in the Administrator role can do so; the reserved user admin is such a user. You can create additional users in the Administrator role.) See Using the SSM Administration Console, page 6-1, Managing Users, page 6-6, and Managing User Roles and Privileges, page 6-8. Viewing Product License and Version To view the SSM Agent and SSM Administration Console software versions, see Verifying the SSM Agent and SSM Administration Console Software Version, page Use this procedure to view the Service Statistics Manager software version and to obtain product license details. Click About in the upper-right corner of the Service Statistics Manager window. The About Cisco Unified Service Statistics Manager window opens, displaying the following information: Version Version number of the product. License Type One of the following: Evaluation You have full access to the product for 90 days. Standard You have limited access to the product. You will not have access to the SLA tab. Premium You have full access to the product. Number of Phones Licensed Number of phones for which Service Statistics Manager can gather statistics. 1-3

18 Using the Service Statistics Manager User Interface Chapter 1 Getting Started with Service Statistics Manager License Expiration Date Expiry date of the evaluation license. (Not displayed if your license type is Standard or Premium. Click Close. Using the Service Statistics Manager User Interface This topic provides an overview of the Service Statistics Manager user interface and the tasks that you can perform from each tab within it. After you log in, the Cisco Unified Service Statistics Manager window opens to the Views tab. (A view is a named collection of reports or graphs.) Service Statistics Manager can contain up to five tabs: Views Displays an ordered group of thumbnails, each with a link to a full report or a detailed graph. By clicking a thumbnail, you can launch a report or a graph. From each report or graph, you can drill down to view underlying details on accompanying reports or graphs, drilling down successively until no more details remain for display. When you log in, a default home view is displayed. You can: Configure another view as your home view. Select any other view to which you have access. Service Statistics Manager provides a set of default views, and access to them is security controlled. If you have the privilege to manage views, you can also create, edit, and delete them. For more information, see Managing User Roles and Privileges, page 6-8 and Using Views, page 2-1. Reports Lists available reports with links so that you can launch those that have already been generated. From a report, you can drill down to view underlying details on accompanying reports or graphs, drilling down successively until no more details remain for display. Service Statistics Manager provides a set of default reports. If you have the privilege to manage reports, you can also create, edit, and delete them. For more information, see Using Reports, page 3-1. Custom Graphs Provides selection criteria for generating individual and multiple graphs using the graphing format that you require. SLAs (Service Level Agreements) Enables you to define SLAs and measure compliance with them. You can define SLAs to measure any attribute that is being monitored for example, percentage of ports in use on a Cisco Unity system against user-defined goals. SLA compliance is calculated after the end of each day and is displayed in summary format on the compliance matrix. From the compliance matrix, you can immediately see where compliance is met or not met and drill down to obtain underlying details. If you have a Standard license, the SLAs tab is not displayed. If you have the privilege to manage SLAs, you can also create, edit, and delete them. For more information, see Managing SLAs and Monitoring Compliance, page 5-1. Administration Enables you to configure your user preferences (for example, select your home view and change your password); integrate Service Statistics Manager with data sources (for example, one system with Operations Manager and one or more systems with Service Monitor); and install the SSM Agent and SSM Administration Console. 1-4

19 Chapter 1 Getting Started with Service Statistics Manager Important Data Collection Concepts For more information, see Using Administration, page 7-1. Options available in the upper-right corner of the Service Statistics Manager window are: Logout Click to log out of Service Statistics Manager. Help Click to open online help. About Click to display Service Statistics Manager software version number and license information. Throughout the user interface, Service Statistics Manager frequently provides these buttons: Next Click to go to the next step on a page or in a wizard. Use the browser Back function to return to an earlier page. Cancel Click to exit from a multistep page or wizard without saving data. Click to view context-sensitive online help for the window or pane. Using Special Characters in Names or Views, Reports, Graphs, and SLAs Table 1-1 lists special characters that you should not use when naming a view, report, graph, or SLA. Table 1-1 Special Characters To Name Special Characters Not Allowed View, report, SLA ` \ < > / Graph ` < > # Important Data Collection Concepts To understand how you can get the most out of Service Statistics Manager, it is important to understand monitors, monitor types, and attribute sets. They are described in the following topics: What Is a Monitor?, page 1-5 What Is a Monitor Type?, page 1-6 How Does a Monitor Type Compare with an Attribute Set?, page 1-7 What Is a Monitor? Service Statistics Manager receives data from monitors (data collectors) that are created by SSM Agents on an Operations Manager system and on supported, related Service Monitor systems. 1-5

20 Important Data Collection Concepts Chapter 1 Getting Started with Service Statistics Manager A monitor collects data for a specific managed element, such as a specific voice gateway or Cisco Unified Communications Manager (Unified Communications Manager). Each managed element can have multiple monitors assigned to it, each collecting a different type of data. For example, for a specific Unified Communications Manager, there will be two monitors on the Operations Manager system: Unified CM Performance Monitor Collects statistics about the calls handled through Unified Communications Manager and the voice gateways and hardware and software conference resources that are registered with Unified Communications Manager. System Utilization for Unified CM Monitor Collects data about the system on which the Unified Communications Manager resides. For each specific managed element, SSM agents create one monitor for each associated monitor type. SSM agents coordinate polling for data and delivery of data to Service Statistics Manager. What Is a Monitor Type? A monitor type defines a unique set of statistics or attributes to be collected for a device type. A monitor type includes: A descriptive name for example, Gateway Utilization that generally describes: The type of device for which the monitor type can collect data (in this example, a gateway). For more information, see Devices and Associated Monitor Types, page A-1. The type of data that you can expect from this monitor type (in this example, utilization statistics). A list of attributes that are available to be collected for the type of device and that conform to the expected type of data. For the example of the Gateway Utilization monitor type, the attributes are: T1 CAS Utilization E1 CAS Utilization T1 PRI Utilization E1 PRI Utilization FXO Utilization FXS Utilization BRI Utilization E and M Utilization When SSM agents create monitors, each monitor type functions as a definition or a template for creating a monitor. Service Statistics Manager provides monitor types for Service Monitor and Operations Manager: The Service Monitor monitor types are: Call Volume Call Quality Call Quality by NAM Call Quality by Sensor For the attributes the statistics associated with these monitor types, see Service Monitor Database Monitor Types, page A

21 Chapter 1 Getting Started with Service Statistics Manager Important Data Collection Concepts The Operations Manager monitor types are: CME Performance CUE Performance Gatekeeper Performance Gateway Utilization IPSLA Data Jitter IPSLA Ping Echo IPSLA Ping Path Echo IPSLA UDP Echo IPSLA Gatekeeper Regarding Delay System Utilization for IOS Routers System Utilization for Unified CCE System Utilization for Unified Communications Manager System Utilization for Unity Trunk Utilization Unified CCE Performance Unified Communications Manager Performance For the attributes associated with these monitor types, see Operations Manager File-Based Monitor Types, page A-9. How Does a Monitor Type Compare with an Attribute Set? Monitor types are named collections of attributes for a specific device type. See Devices and Associated Monitor Types, page A-1. Monitor types are used as templates for creating monitors and are predefined in Service Statistics Manager. Attribute sets include one or more monitor types, each with selected attributes. Service Statistics Manager contains a few predefined attribute sets from which you can select when defining reports and SLAs. In addition, users with the privilege to do so can define attribute sets. For more information, see Configuring Attribute Sets, page 7-3. An SLA type is also an attribute set; see Adding an SLA Type, page Your license type controls whether you have access to the SLA tab. Table 1-2 offers a comparison of monitor types and attribute sets. Table 1-2 Monitor Types and Attribute Sets Aspect Monitor Type Attribute Set Descriptive Name Defined by Service Statistics Manager User-defined 1-7

22 Important Data Collection Concepts Chapter 1 Getting Started with Service Statistics Manager Table 1-2 Monitor Types and Attribute Sets (continued) Aspect Monitor Type Attribute Set Attributes/Statistics to Collect Monitoring Defined by Service Statistics Manager Each relevant managed element is monitored. User-defined User-selected managed elements are monitored. You select from a list of relevant managed elements when configuring an attribute set. 1-8

23 CHAPTER 2 Using Views The Views tab displays an ordered group of thumbnails, each with a link to a full report or a detailed graph. You can launch reports, view graphs, or select another view to display. If you have the privilege to manage views, you can also create, edit, and delete them. This section includes the following topics: Getting Started with Views, page 2-1 Managing Report-Based Views, page 2-3 Managing Graph-Based Views, page 2-5 Working with Views, page 2-11 Getting Started with Views Views enable you to organize displays that present only the reports and graphs that you want to see. You can use different views to help you perform particular tasks, such as: Assess the overall status and level of voice service delivered to users. Determine which gateways, trunks, Cisco Unified Communications Managers, and Unified Communications Manager Express systems are the most heavily utilized. Identify misuse and exceptions in your phone system. Access to views is controlled and configured through the SSM Administration Console, where user roles are defined. Your user role determines which views you can access and whether you can manage views (adding, editing, and deleting them). For more information, see Using the SSM Administration Console, page 6-1. Each user has a home view that appears on the Views tab at login and each time the Views tab is selected. By default, your home view is based on your user role; however, you can select your own home view from those that are accessible to you. For more information, see Selecting Your Home View, page 7-2. You can also select one view, called a Dashboard View, to be displayed at the top of the Reports tab. To select this view, see Selecting Your Dashboard View, page

24 Getting Started with Views Chapter 2 Using Views Table 2-1 lists default views that Service Statistics Manager provides. Table 2-1 User Role Access to Default Views and the Reports in Each Default View Default Views and User Role Access Capacity Planner User Role Capacity Planner Home Utilization This is the default home view for the Capacity Planner user role. Executive User Role Call Duration Call Volume Executive Home This is the default home view for the Executive user role. Service Availability Service Quality Reports Included in the View Top 5 Gateways by Utilization Monthly Top 5 Trunks by Utilization Monthly Gateway Utilization Daily Gateway Utilization Weekly Gateway Utilization Monthly Trunk Utilization Daily Trunk Utilization Weekly Trunk Utilization Monthly Average Call Duration Across Clusters Monthly Call Duration Across Clusters Monthly Call Volume Across Clusters Monthly Call Volume Over Time Across Clusters Weekly Call Traffic and Duration Across Clusters Daily Call Volume Across Clusters by Location Monthly Call Volume Across Clusters Monthly Service Availability Across Clusters Weekly Service Quality Distribution Across Clusters Monthly Call Completion Rate Across Clusters Monthly Service Availability Across Clusters Weekly Top 5 Service Availability Across Clusters by Time Monthly Distribution of Service Quality Across Clusters by Time Monthly Percentage Distribution of Service Quality Across Clusters by Time Weekly Service Quality Distribution Across Clusters Monthly Service Quality Percentage Distribution Across Clusters Monthly 2-2

25 Chapter 2 Using Views Managing Report-Based Views Table 2-1 User Role Access to Default Views and the Reports in Each Default View (continued) Default Views and User Role Access Operations User Role Call Analysis Operations Home This is the default home view for the Operations user role. Performance Top N Reports Included in the View Call Completion Rate Across Clusters Monthly Call Failure Summary Daily Distribution of Service Quality Across Clusters by Time Monthly Percentage Distribution of Service Quality Across Clusters by Time Weekly Service Quality Distribution Across Clusters Monthly Service Quality Percentage Distribution Across Clusters Monthly Call Completion Rate Across Clusters Monthly Call Service Quality Summary Weekly Traffic Summary Hour of Day Traffic Summary Day of Week Traffic Summary Day of Month Trunk Traffic Over Time Detailed Performance Daily Top N Calls Based on Duration Top N Dialed Numbers Based on Call Count Top N Dialed Numbers Based on Call Duration Top N Users If you have the privilege to manage views, you can manage both report-based views and graph-based views. (See Managing Report-Based Views, page 2-3 and Managing Graph-Based Views, page 2-5.) If you cannot manage views, you can still launch them, viewing the reports and graphs that they contain; for more information, see these topics: Working with Views, page 2-11 Working with Graph-Based Views, page 2-11 Managing Report-Based Views If you have the privilege to manage views, you can manage both graph-based and report-based views. For more information, see Managing Graph-Based Views, page 2-5. This section contains the following topics: Creating a Report-Based View, page 2-4 Changing the Order of Reports in a Report-Based View, page

26 Managing Report-Based Views Chapter 2 Using Views Editing a Report-Based View, page 2-5 Deleting a Report-Based View, page 2-5 Creating a Report-Based View If you have the privilege to manage views, then you have unrestricted access to view reports, add them to views, and delete them from views, irrespective of your access to the reports. Step 3 Step 4 Step 5 Step 6 On the Views tab, click Create. On the Create View page, enter data and make selections for the following: a. View Title Enter a unique name. b. View Type Select Report based. c. Layout Type Select the number of columns to display. Click Add Reports. The reports page appears. On the Reports page: a. Select individual check boxes in the Select column, or select the Select All check box. (Optionally, use the filters to retrieve the reports as required.) b. Click Add to View. The Create View page appears, displaying the selected reports. (Optional) After you select reports, you can: Change the order in which the reports will be displayed by clicking Order. See Changing the Order of Reports in a Report-Based View, page 2-4. Delete reports from the view by selecting the check box in the Delete column and clicking Delete Selected. A confirmation window appears; click OK. Click Finish. If reports are not generated by default, they are generated when they are added to views. Changing the Order of Reports in a Report-Based View You can modify the order of your reports so that the most important ones are at the top of the list and, consequently, displayed toward the top of the view. Perform this procedure from the Create View or Edit View page. (See Creating a Report-Based View, page 2-4 or Editing a Report-Based View, page 2-5.) Step 3 Click Order. The Order reports in the view View Name page is displayed. Highlight a report and use the arrow buttons to move it up or down. Click Apply to return to the previous page. 2-4

27 Chapter 2 Using Views Managing Graph-Based Views Editing a Report-Based View Step 3 On the Views tab, select a view from the list. Click Edit. The Edit View page appears. Do any of the following: (Optional) Update the report name. Delete reports from the view by selecting the check box in the Delete column and clicking Delete Selected. A confirmation window appears. Click OK. Reorder the reports by clicking Order. For more information, see Changing the Order of Reports in a Report-Based View, page 2-4. Add reports by clicking Add Reports. The Reports page appears. You will not be able to change the layout type (number of columns). Step 4 Step 5 If you are adding reports to the view, do the following on the Reports page: a. (Optional) Use the filters to retrieve the reports as required. b. Select individual check boxes in the Select column, or select the Select All check box. c. Click Add to View. The Create View page appears, displaying the selected reports. Click Finish after making the required changes. Deleting a Report-Based View Step 3 On the Views, tab, select a view from the list. Click Delete View. A confirmation window appears. Click OK. A confirmation message is displayed on the Views tab. Managing Graph-Based Views If you have the privilege to manage views, you can manage both graph-based and report-based views. For more information, see Managing Report-Based Views, page 2-3. A graph-based view includes one or more custom graphs that you define while adding or editing a graph-based view. The following sections are included: Creating a Graph-Based View, page 2-6 Understanding the Attribute Selection and Graph Options Page, page 2-7 Editing a Graph-Based View, page

28 Managing Graph-Based Views Chapter 2 Using Views Editing a Graph in a Graph-Based View, page 2-9 Deleting a Graph from a Graph-Based View, page 2-10 Deleting a Graph-Based View, page 2-10 Changing the Order of Graphs in a Graph-Based View, page 2-10 Creating a Graph-Based View Step 3 Step 4 On the Views tab, click Create. On the Create View page, enter data and make selections for the following: a. View Title Enter a unique name. b. View Type Select Graph based. c. Layout Type Select the number of columns to display. d. Update Frequency Select Daily, Hourly, or Manually. Click Add Graph. A Custom Graphs page is displayed. Create the graph: a. Select one graph type: Line, Area, X-Y, or Top N. b. (Optional) Select one group. c. Select one or more monitor types. d. Click Next. Monitored elements are displayed in list boxes at the bottom of the page in a new, scrollable pane. There is one list box for each monitor type that you selected. A monitored element is a device for which a monitor exists (of the selected monitor type). For more information, see Devices and Associated Monitor Types, page A-1. Step 5 e. Select one or more monitored elements from each list box, scrolling down until you reach the Apply button. f. Click Apply. A page appears that displays attributes and additional options that you must specify to complete the graph definition. Select attributes and complete the graph definition: a. Select attributes for each monitored element, up to the maximum number specified at the top of each attribute list. (Of the attributes you select, there is a limit of two units of measure.) For more information, see Understanding the Attribute Selection and Graph Options Page, page 2-7. b. If you selected one attribute only for an element, you can also select one or more indicators to display the minimum, maximum, and average values for the period. For each indicator that you select, a line is displayed on the graph. c. Select a schedule. Only data collected during the time periods included on the schedule will be included in the graph. d. Select one of these Graph Options: Show All Attributes on a Single Graph Show Each Monitor Element on a Separate Graph 2-6

29 Chapter 2 Using Views Managing Graph-Based Views Step 6 Show Each Attribute on a Separate Graph e. Select Graph Duration Select up to 3 months of data to include in the graph. f. Enter a name for the graph. g. Click Add to View. The system updates the view details and returns to the Create page. Repeat the procedure to add more graphs to the view. You can arrange the graphs to be displayed in a particular order. See Changing the Order of Graphs in a Graph-Based View, page You can also delete a graph from the view. See Deleting a Graph from a Graph-Based View, page Click Finish to save the view. The new view is available in the View list on the Views tab. After you select the view, the graphs are displayed as thumbnails on the Views page. Understanding the Attribute Selection and Graph Options Page When you create or edit a graph-based view, after you select the monitor types and the monitored elements, you must select the attributes to be graphed for each monitored element. For each monitored element that you selected, the page presented to you displays the following: A numbered heading Identifies the monitored element; that is, the device. The number provides a running count of the monitored elements that you selected. A table with more device-specific information Displays the IP address or DNS name and the name of the SSM agent that coordinates the monitoring of this device for the particular type of information, in addition to other details. A table of attributes Lists the attributes (statistics and information) for the device. The table heading displays the maximum number of attributes that you can select and the maximum number of units of measure. Toward the bottom of the page, under the area in which the information for each monitored element is presented, you can select a schedule, select graph options, and provide the name and duration for the graph. Editing a Graph-Based View To change the attributes to plot in a graph in a view, or to change the name or duration of such a graph, see Editing a Graph in a Graph-Based View, page 2-9. To change view properties, and to add, delete, and order graphs in a view, use this procedure. From the Views tab, select a graph-based view and click Edit. The Edit Views page appears, displaying a table that lists the graphs that are included in the view. You can change any of these: View Title Enter a title. Layout Type Select 1, 2, or 4 columns. Update Frequency Select Daily, Hourly, or Manually. Graphs in View: 2-7

30 Managing Graph-Based Views Chapter 2 Using Views Step 3 To delete graphs from the view, select them and click Delete Selected. A confirmation window is displayed. Click Close. To change the order in which the graphs are displayed, click Order. For more information, see Changing the Order of Graphs in a Graph-Based View, page To add graphs to the view, complete Step 3 and Step 4. If you are done making changes, continue to Step 5. To add a graph to the view, click Add Graph. A Custom Graphs page is displayed. a. Select one graph type: Line, Area, X-Y, or Top N. b. (Optional) Select one group. c. Select one or more monitor types. d. Click Next. Monitored elements are displayed in list boxes at the bottom of the page in a new, scrollable pane. There is one list box for each monitor type that you selected. A monitored element is a device for which a monitor exists (of the selected monitor type). For more information, see Devices and Associated Monitor Types, page A-1. Step 4 Step 5 e. Select one or more monitored elements from each list box, scrolling down until you reach the Apply button. f. Click Apply. A page appears that displays attributes and additional options that you must specify to complete the graph definition. Select attributes and complete the graph definition: a. Select attributes for each monitored element that you selected, up to the maximum number specified at the top of each attribute list. (Of the attributes you select, there is a limit of two units of measure.) For more information, see Understanding the Attribute Selection and Graph Options Page, page 2-7. b. If you are editing a line graph and selected only one attribute, you can select one or more indicators (lines) that show the minimum, maximum, and average value for the period. c. Select a schedule. Only data collected during the time periods included on the schedule will be included in the graph. d. Select one of these Graph Options: Show All Attributes on a Single Graph Show Each Monitor Element on a Separate Graph Show Each Attribute on a Separate Graph e. Select Graph Duration Select up to 3 months of data to include in the graph. f. Enter a name for the graph. g. Click Add to View. The system updates the view details and returns to the Edit View page. Click Finish. 2-8

31 Chapter 2 Using Views Managing Graph-Based Views Editing a Graph in a Graph-Based View To update view properties and to change the order in which graphs are displayed, see Editing a Graph-Based View, page 2-7. To select different or additional attributes to plot in a particular graph, or to change the graph name or duration, use this procedure. From the Views tab, select a graph-based view and click Edit. The Edit Views page appears, displaying the list of graphs that are included in a table. Click the Edit link for the graph. A Custom Graph page displays the graph in a three-tabbed pane. If multiple graphs are defined, you can edit one or more of them, scrolling down until you find the graph that you want to edit. Step 3 Select the Attributes tab for the graph and select different or additional attributes. The heading above the list displays the maximum number of attributes that you can select and the maximum number of units of measure. If you are editing a line graph and have selected only one attribute, you can select one or more indicators to introduce lines that show the minimum, maximum, and average value for the period. Optionally, you can make additional changes, using the icons to the right of the graph. For more information, see Table 4-1, Additional Options on the Graph Tab. Step 4 Step 5 After you complete all changes, click Generate Graph. Click Update in View. The Update in View window opens: a. (Optional) Update the Graph Name and Graph Duration fields. b. Click Update in View. Service Statistics Manager confirms successful update. c. Click OK. Service Statistics Manager returns to the Custom Graphs page. The view is updated. To see the result, select the Views tab and select the view. Alternatively, you can edit a graph-based view using this procedure. From the Views tab, select a graph-based view. The view is displayed. Click a graph thumbnail. A Custom Graph page displays the graph in a three-tabbed pane. If multiple graphs are defined, you can edit one or more of them, scrolling down until you find the graph that you want to edit. Step 3 Select the Attributes tab for the graph and select different or additional attributes. The heading above the list displays the maximum number of attributes that you can select and the maximum number of units of measure. 2-9

32 Managing Graph-Based Views Chapter 2 Using Views Optionally, you can make additional changes, using the icons to the right of the graph. For more information, see Table 4-1, Additional Options on the Graph Tab. Step 4 Step 5 After you complete all changes, click Generate Graph. Click Update in View. The Update in View window opens: a. (Optional) Update data in the Graph Name and Graph Duration fields. b. Click Update in View. Service Statistics Manager confirms successful update. c. Click OK. Service Statistics Manager returns to the Custom Graphs page. The view is updated. To see the result, select the Views tab and select the view. Deleting a Graph from a Graph-Based View Step 3 Step 4 Step 5 From the Views tab, select the view from the View list. The view is displayed. Click the Edit button. Graphs in the view are listed in a table in the lower portion of the window. In the table, select the Delete check box corresponding to the graph. Click Delete Selected. A confirmation message is displayed. Click OK. Deleting a Graph-Based View Step 3 On the Views tab, select the view from the View list. The view is displayed. Click Delete View. A confirmation window appears. Click OK. A confirmation message is displayed on the Views tab. Changing the Order of Graphs in a Graph-Based View You can modify the order of your graphs so that the most important ones are at the top of the list and, consequently, displayed toward the top of the view. Perform this procedure from the Create View or Edit View page. (See Creating a Graph-Based View, page 2-6 or Editing a Graph-Based View, page 2-7.) Step 3 Click Order. The Order graphs in the view View Name page is displayed. Highlight a graph and use the arrow buttons to move it up or down. Click Apply to return to the previous page. 2-10

33 Chapter 2 Using Views Working with Views Working with Views A view is a named collection of reports or custom graphs. Views provide rapid access to information, in an easy-to-interpret, concise manner. From a view, you can drill down into the data to gain insight to specific areas. On the Views tab, select one view at a time from the View list. A thumbnail graph is displayed for each report or custom graph that is included in the view. Thumbnails provide a high-level picture of each report or graph in the view. A thumbnail is displayed with Y-axis labels and without gridlines. (Gridlines appear only on full-size graphs that have a single Y-axis.) Click a thumbnail or the link under it to open a window that displays more details and to continue to drill down to successively lower levels of underlying details. Due to the graphing tick policy, sometimes thumbnails might show 120% as the Y-axis maximum value (because the multiplication factor is 40), but the actual graph or report might show 100% as the maximum Y-axis value. If data for the entire report or graph period is not yet available, the report or graph is not yet generate. In this case, an inverted triangle thumbnail (see Figure 2-1) is displayed as a placeholder. Figure 2-1 Inverted Triangle Thumbnail An inverted triangle is replaced with another thumbnail after the necessary data has been obtained. If you click an inverted triangle thumbnail in a report-based view, the inverted triangle appears on the report page; you might also see additional information, such as the elements names for which data is being collected in the report description table. Views are either of the following: Report-based Report-based views include graphs or tables or both for the monitor types, attributes, and monitors selected in the report definition. Service Statistics Manager defines many default reports; see Default Reports, page 3-3 and Using the Report Icons in the Title Bar, page To define additional reports, see Managing Reports, page Graph-based Graph-based views include custom graphs. The monitors and attributes included on these graphs are selected when defining the custom graph. See Managing Graph-Based Views, page 2-5 and Using Custom Graphs, page 4-1. If you have defined multiple graphs, MG is displayed to the left of the graph name. Working with Graph-Based Views A graph is labeled according to the monitored attributes, elements, and time period that the graph covers. Service Statistics Manager provides different graph format options: line, area, X-Y, and Top N. For more information, see Creating Custom Graphs, page

34 Working with Views Chapter 2 Using Views You can interact with the graph by selecting different attributes and time periods; see Understanding and Interacting with Custom Graphs, page 4-8. You can also update the graphs in the view or create a new view from the Custom Graph window; see the following: Adding a Multiple-Graph (MG) Display to a View, page 4-10 Adding a Specific Graph to a View, page 4-13 To determine when a graph was last updated, open the graph by clicking a thumbnail or the link below it on the Views tab. At the lower-left corner of the graph tab, check the Graph Generated on date (to the left of the Legend link). To update graphs in a view, see Manually Updating Graph-Based Views, page Manually Updating Graph-Based Views Depending on the update frequency that you defined for a graph-based view, all graphs in the view are updated hourly, daily, or manually. On the Views tab, thumbnails display data from the last hourly, daily, or manual update, and, accordingly, might not always represent the most current data. To update a single graph or one multiple graph (labeled MG) use this procedure. Step 3 Select Views and select the graph-based view. Open the graph or graphs by clicking the thumbnail or the link under it. A Custom Graph page appears displaying one or more graphs. Click Generate Graph. Updated graphs are displayed; the Graph Generated on date is also updated. From the Custom Graph page, you can display additional information; see Understanding and Interacting with Custom Graphs, page 4-8. To manually update all graphs in a graph-based view, do this. Step 3 Step 4 Select Views and select a graph-based view. Click Update. A message appears explaining that updating the view could be time-consuming. Click OK. All graphs in the view are updated. Click a thumbnail or the link below it to view an updated graph. 2-12

35 CHAPTER 3 Using Reports Getting Started with Reports, page 3-1 Understanding and Using Reports, page 3-13 Managing Reports, page 3-29 Getting Started with Reports From the Reports tab, you can launch any report that has already been generated, by clicking the hyperlinked report name. Reports are generated once daily. The Reports tab lists all reports, including: Default reports Include all applicable elements. For more information, see Default Reports, page 3-3. Default reports generated for a specific group of elements only Include only elements that belong to the group; they are available if a user in the Administrator role has done both of the following: Created a group. Enabled automatic report generation for the group. For more information, see Managing Groups, page 6-3. Reports that you have created and reports that others have created (if they have chosen to share) Include elements selected in the report definition. For more information, see Managing Reports, page For information about the data on which reports are based, see Understanding Data Rollup and Data Retention, page Understanding the Reports Tab The Reports tab lists all reports defined in Service Statistics Manager and provide links to launch any reports that have been generated. 3-1

36 Getting Started with Reports Chapter 3 Using Reports Reports are not generated until enough time has passed to process data for the time period encompassed in the report (daily, weekly, or monthly). A report is generated when data for a full day, week, or month has been collected. Optionally, a user with the privilege to manage reports can edit the report and select Generate report immediately; however, this is not a suggested practice. The Reports tab has up to three distinct portions: Dashboard View (Optional) Thumbnails and links to reports that are included in the view. You can configure a dashboard view using the Administration tab. Filter area Located above the report table. To find a report more quickly or to display only a certain type of report, fill in any of the fields above the report table and click Filter. The report table is displayed again with only reports that match the filter. Create, Edit, and Delete buttons are also displayed above the report table if you have the privilege to manage reports. Report table By default, all available reports are displayed. However, the actual display changes based on the filters that you apply. Report details are displayed under the following columns: Report Title Name of the report; if the report has been generated, click the link to view it. Report Type Report type on which the report is based; for a list of report types, see Table 3-6. Frequency Frequency at which the report is generated: daily, weekly, or monthly. Category General or SLA. SLA reports are available only if you have a Premium license. Schedule The period for which data is considered for inclusion in the report. One of the following: No Filter No schedule was selected for the report. Data from all time periods is included for this report. A schedule name Service Statistics Manager provides default schedules 24x7 and Business Hours. (You can create additional schedules; for more information, see Defining Schedules, page 5-16.) 24x7 Includes data collected throughout the day for the entire week (including Saturday and Sunday). Business Hours Includes data collected daily, Monday through Friday, from 8:00 a.m. to 5:00 p.m. Mixed Displayed for an SLA-based report; each SLA included in the report can have a different schedule. Hyphen (-) Displayed if the schedule is not applicable. Owner Username of the report owner (user who created the report). For more information, see the following topics: Default Reports, page 3-3 Understanding Data Rollup and Data Retention, page

37 Chapter 3 Using Reports Getting Started with Reports Default Reports If you deleted a default report and would like to recreate it, see Default Report Definitions, page B-1. Table 3-2 lists and describes all default reports. Many report names include Daily, Weekly, or Monthly, which indicate the frequency with which the report is generated and the duration of data included in the report. (See Table 3-1.) For report type descriptions, see Table 3-6. Table 3-1 Daily, Weekly, and Monthly Reports A Report that is Labeled... Is Generated... And Includes Data for the Previous... And Initially Presents Data Incremented by the... Daily Once a day 1 day Hour Weekly Once a week 7 days Day Monthly Once a month 30 days Drill down to view data over shorter time increments. Table 3-2 Default Reports by Report Type Name Description Subreports Included Call Failure Summary Call Failure Summary Daily Call Quality Summary Call Service Quality Summary Weekly Group Aggregation Call Volume Across Clusters by Location Monthly 1 For all phones, aggregates the calls that ended due to each cause code that is considered as failure. For more information, see Using a Call Failure Summary Report, page For all phones and all call categories, aggregates calls by quality of service. Table includes: Quality of Service (Good, Fair, Acceptable, Poor) No. of Calls Percentage of Calls Duration (hh:mm:ss) See Call Quality Monitor Type Attributes, page A-3. For all groups, aggregates attributes by cluster. For attributes included, see Call Volume Across Clusters Monthly in this table under Instance Aggregation. No data is available for this report until at least one group of call volume monitors is defined. (Groups are completely user-defined. See Managing Groups, page 6-3.) Call Failure Summary Call Service Quality Summary Call Volume by Location 3-3

38 Getting Started with Reports Chapter 3 Using Reports Table 3-2 Default Reports by Report Type (continued) Name Description Subreports Included Instance Aggregation Average Call Duration Across For each cluster, aggregates these attributes: Average Call Duration Clusters Monthly Voic Average Duration (sec) Across Clusters Average Call Duration vs. Volume Across Clusters Monthly Average Duration of Calls Across Clusters Monthly Call Completion Rate Across Clusters Monthly Call Duration Across Clusters Monthly Call Traffic and Duration Across Clusters This is a daily report. International Average Duration (sec) Emergency Average Duration (sec) Long distance Average Duration (sec) Local Average Duration (sec) See Call Volume Monitor Type Attributes, page A-5. For each cluster, aggregates average call duration in seconds and volume (number of calls). For attributes included, see: Average Call Duration Across Clusters Call Volume Across Clusters Monthly For each cluster, aggregates the All Categories Average Duration (sec) attribute. See Call Volume Monitor Type Attributes, page A-5. For each cluster, aggregates these attributes: All Categories Number of Completed Calls (#) All Categories Number of Failed Calls (#) See Call Volume Monitor Type Attributes, page A-5. For all clusters, aggregates these attributes: Voic Duration of Calls (sec) International Duration of Calls (sec) Emergency Duration of Calls (sec) Long distance Duration of Calls (sec) Local Duration of Calls (sec) See Call Volume Monitor Type Attributes, page A-5. For all phones, aggregated by cluster, includes two 3-dimensional graphs: Call traffic Aggregates these attributes: All Categories Number of Calls (#) Call duration Aggregates these attributes: All Categories Duration of Calls (sec) All Categories Average Duration (sec) See Call Volume Monitor Type Attributes, page A-5. Call Duration Across Clusters Call Volume Across Clusters Average Duration of Calls Across Clusters Call Completion Rate Across Clusters Call Duration Across Clusters Call Traffic (for All Elements) Call Duration (for All Elements) 3-4

39 Chapter 3 Using Reports Getting Started with Reports Table 3-2 Default Reports by Report Type (continued) Name Description Subreports Included Call Volume Across Clusters Monthly Detailed Performance Daily Failed Calls Across Clusters Monthly IPSLA Test Statistics This is a monthly report. For each cluster, aggregates these attributes: Voic Number of Calls (#) International Number of Calls (#) Emergency Number of Calls (#) Long distance Number of Calls (#) Local Number of Calls (#) See Call Volume Monitor Type Attributes, page A-5. For all Unified Communications Managers, aggregates data and displays day-by-day values in six subreports. For attributes included, see Unified CM Performance Monitor Type Attributes, page A-15. For all clusters, aggregates these attributes: All Categories Number of Completed Calls (#) All Categories Number of Failed Calls (#) See Call Volume Monitor Type Attributes, page A-5. For all devices on which node-to-node tests (defined in Operations Manager) run, aggregates data for the supported test type. See Node-to-Node Test File-Based Monitor Types and Attributes, page A-16. Call Volume Across Clusters Unified CM Performance (for All Elements) Unified CM Utilization Performance (for All Elements) Unified CM Ports Active (for All Elements) Unified CM Channels Active (for All Elements) Unified CM CTI Performance (for All Elements) Unified CM Calls Attempted (for All Elements) Failed Calls Across Clusters IPSLA Data Jitter Statistics IPSLA Ping Echo Statistics IPSLA Ping Path Echo Statistics IPSLA UDP Echo Statistics IPSLA Gatekeeper Reg Delay Statistics 3-5

40 Getting Started with Reports Chapter 3 Using Reports Table 3-2 Default Reports by Report Type (continued) Name Description Subreports Included Service Availability Across Clusters Weekly Service Quality Distribution Across Clusters Monthly Service Quality Distribution Across NAMs Monthly Service Quality Distribution Across Sensors Monthly Service Quality Percentage Distribution Across Clusters Monthly For all clusters, aggregates All Call Categories: Number of Completed Calls (#). See Call Volume Monitor Type Attributes, page A-5. For all clusters, aggregates these attributes: Number of Good Calls (#) Number of Fair Calls (#) Number of Poor Calls (#) Number of Acceptable Calls (#) See Call Quality Monitor Type Attributes, page A-3. For all NAMs, aggregates these attributes: Number of Good Call Streams (#) Number of Fair Call Streams (#) Number of Poor Call Streams (#) Number of Acceptable Call Streams (#) See Call Quality by NAM Monitor Type Attributes, page A-4. For all Cisco 1040 Sensors, aggregates these attributes: Number of Good Call Streams (#) Number of Fair Call Streams (#) Number of Poor Call Streams (#) Number of Acceptable Call Streams (#) See Call Quality by NAM Monitor Type Attributes, page A-4. Service Monitor supports these sensors: Cisco 1040s and NAMs. For the corresponding default report for NAMs, see Service Quality Distribution Across NAMs, page 3-6. For all clusters, displays these attributes as a percentage Number of Good Calls (#) Number of Fair Calls (#) Number of Poor Calls (#) Number of Acceptable Calls (#) See Call Quality Monitor Type Attributes, page A-3. Service Availability Across Clusters Service Quality Distribution Across Clusters Service Quality Distribution Across NAMs Service Quality Distribution Across Sensors Service Quality Percentage Distribution Across Clusters 3-6

41 Chapter 3 Using Reports Getting Started with Reports Table 3-2 Default Reports by Report Type (continued) Name Description Subreports Included Service Quality Percentage Distribution Across NAMs Monthly Service Quality Percentage Distribution Across Sensors Monthly Total Duration Across Clusters Monthly Time Aggregation CME Performance Daily CME Performance Monthly CME Performance Weekly CUE Performance Daily CUE Performance Monthly CUE Performance Weekly Call Volume Over Time Across Clusters Weekly For all NAMs, displays these attributes as a percentage: Number of Good Call Streams (#) Number of Fair Call Streams (#) Number of Poor Call Streams (#) Number of Acceptable Call Streams (#) See Call Quality by NAM Monitor Type Attributes, page A-4. For all Cisco 1040 Sensors, displays these attributes as a percentage: Number of Good Call Streams (#) Number of Fair Call Streams (#) Number of Poor Call Streams (#) Number of Acceptable Call Streams (#) See Call Quality by NAM Monitor Type Attributes, page A-4. For the corresponding default report for NAMs, see Service Quality Percentage Distribution Across NAMs Monthly, page 3-7. For all clusters, aggregates All Categories Duration (sec). See Call Volume Monitor Type Attributes, page A-5. For all instances of Cisco Unified Communications Manager Express, aggregates these attributes: Registered Ephones (#) Ephones Registered (%) Registered Key Ephones (#) Key Ephones Registered (%) See CME Performance Monitor Type Attributes, page A-10. For all instances of Cisco Unity Express, aggregates these attributes: Allocated Capacity (min) Capacity of Voic (min) Free Capacity (min) Orphaned Mailboxes (%) Storage Capacity Utilization (%) See CUE Performance Monitor Type Attributes, page A-10. For attributes included, see Call Volume Across Clusters Monthly in this table under Instance Aggregation. Service Quality Percentage Distribution Across NAMs Service Quality Percentage Distribution Across Sensors Total Duration Across Clusters CME Performance Aggregated Across All Elements CUE Performance Aggregated Across All Elements Call Volume Over Time Across Clusters 3-7

42 Getting Started with Reports Chapter 3 Using Reports Table 3-2 Default Reports by Report Type (continued) Name Description Subreports Included Call Volume Report on H.323 Gateways Daily Distribution of Service Quality Across Clusters by Time Monthly Distribution of Service Quality Across NAMs by Time Monthly Distribution of Service Quality Across Sensors by Time Monthly Gatekeeper Performance Daily Gatekeeper Performance Weekly Gatekeeper Performance Monthly For all H.323 gateways, aggregates these attributes: H.323 Gateway Inbound Calls (#) H.323 Gateway Outbound Calls (#) H.323 Gateway Tandem Calls (#) See Call Volume Monitor Type Attributes, page A-5. For all clusters, aggregates these attributes: Number of Good Calls (#) Number of Fair Calls (#) Number of Acceptable Calls (#) Number of Poor Calls (#) See Call Quality Monitor Type Attributes, page A-3. For all NAMs, aggregates these attributes: Number of Good Call Streams (#) Number of Fair Call Streams (#) Number of Acceptable Call Streams (#) Number of Poor Call Streams (#) See Call Quality by NAM Monitor Type Attributes, page A-4. For all Cisco 1040 Sensors, aggregates these attributes: Number of Good Call Streams (#) Number of Fair Call Streams (#) Number of Acceptable Call Streams (#) Number of Poor Call Streams (#) See Call Quality by NAM Monitor Type Attributes, page A-4. For the corresponding default report for NAMs, see Distribution of Service Quality Across NAMs by Time Monthly, page 3-8. For all gatekeepers, aggregates these attributes: Local Zone Bandwidth (%) Interzone Bandwidth (%) Admission Confirmations for Local Zone (#) Admission Rejections for Local Zone (#) See Gatekeeper Performance Monitor Type Attributes, page A-11. Call Volume Report on H.323 Gateways Distribution of Service Quality (Aggregated Across All Elements) Distribution of Service Quality (Aggregated Across All Elements) Distribution of Service Quality (Aggregated Across All Elements) Gatekeeper Performance (Aggregated Across All Elements) 3-8

43 Chapter 3 Using Reports Getting Started with Reports Table 3-2 Default Reports by Report Type (continued) Name Description Subreports Included Gateway Utilization Daily For all gateways, aggregates these attributes: Gateway Utilization Gateway BRI Utilization (%) (Aggregated Across All Utilization Monthly Elements) E&M Utilization (%) Gateway E1 CAS Utilization (%) Utilization Weekly E1 PRI Utilization (%) Percentage Distribution of Service Quality Across Clusters by Time Weekly Percentage Distribution of Service Quality Across NAMs by Time Weekly Percentage Distribution of Service Quality Across Sensors by Time Weekly FXO Utilization (%) FXS Utilization (%) T1 CAS UtilizatIon (%) T1 CAS Utilization (%) See Gateway Utilization Monitor Type Attributes, page A-11. For each cluster, aggregates these attributes by day, displaying them as a percentage: Number of Good Calls (#) Number of Fair Calls (#) Number of Poor Calls (#) Number of Acceptable Calls (#) See Call Quality Monitor Type Attributes, page A-3. For each NAM aggregates these attributes by day, displaying them as a percentage: Number of Good Call Streams (#) Number of Fair Call Streams (#) Number of Poor Call Streams (#) Number of Acceptable Call Streams (#) See Call Quality by NAM Monitor Type Attributes, page A-4. For each Cisco 1040 Sensor, aggregates these attributes by day, displaying them as a percentage: Number of Good Call Streams (#) Number of Fair Call Streams (#) Number of Poor Call Streams (#) Number of Acceptable Call Streams (#) See Call Quality by Sensor Monitor Type Attributes, page A-4. For the corresponding default report for NAMs, see Percentage Distribution of Service Quality Across NAMs by Time Weekly, page 3-9. Percentage Distribution of Service Quality Across Clusters by Time Percentage Distribution of Service Quality Across NAMs by Time Percentage Distribution of Service Quality Across Sensors by Time 3-9

44 Getting Started with Reports Chapter 3 Using Reports Table 3-2 Default Reports by Report Type (continued) Name Description Subreports Included System Utilization for IOS Routers Daily System Utilization for IOS Routers Monthly System Utilization for IOS Routers Weekly Trunk Traffic over Time This is a monthly report. Trunk Utilization Daily Trunk Utilization Monthly Trunk Utilization Weekly Unified CCE Performance Daily Unified CCE Performance Monthly Unified CCE Performance Weekly Top N Calls Top N Calls Based on Duration This is a weekly report. Top N Dialed Numbers Top N Dialed Numbers Based on Call Count This is a weekly report. Top N Dialed Numbers Based on Call Duration This is a weekly report. For all Cisco IOS routers, aggregates these attributes: Available Memory (MB) CPU Utilization (%) System Memory Utilization (%) Total Memory (MB) See System Utilization for IOS Router Monitor Type Attributes, page A-12. For all voice gateways, aggregates call count (#) on trunks day by day for a month. See Trunk Utilization Monitor Type Attributes, page A-14. For all voice gateways, aggregates trunk utilization (%). See Trunk Utilization Monitor Type Attributes, page A-14. For all instances of Cisco Unified Contact Center Express, aggregates these attributes: Calls in Progress (#) Agents Currently Logged In (#) Inbound Calls (# per second) See Unified CCE Performance Monitor Type Attributes, page A-15. For all phones and from all call categories, displays in a table the five longest calls. (See Using a Top N Calls Report, page 3-24.) For all phones and from all call categories, displays in a table the five directory numbers that received the most calls. (See Using a Top N Dialed Numbers Report, page 3-23.) For all phones and from all call categories, displays in a table the five directory numbers that received the longest calls. (See Using a Top N Dialed Numbers Report, page 3-23.) System Utilization for IOS Routers (Aggregated Across All Elements) Trunk Traffic (Aggregated Across All Elements) Trunk Utilization (Aggregated Across All Elements) Unified CCE Performance (Aggregated Across All Elements) Top N Calls Based on Duration Top N Dialed Numbers (All Call Categories) Top N Dialed Numbers (All Call Categories) 3-10

45 Chapter 3 Using Reports Getting Started with Reports Table 3-2 Default Reports by Report Type (continued) Name Description Subreports Included Top N Performers Top N Gateways by Reports the five gateways with the highest average of these Top N Gateway Utilization Monthly attributes: E1 CAS utilization (%) Utilization E1 CAS Utilization Top N Gateway E1 PRI utilization (%) Utilization E1 PRI T1 CAS utilization (%) Utilization T1 PRI utilization (%) Top N Gateway Utilization T1 CAS Utilization Top N Service Availability Across Clusters by Time Monthly Top N Trunks by Utilization Monthly Top N Dialed Users Top N Users This is a weekly report. Traffic Summary Traffic Summary Day of Month Traffic Summary Day of Week Traffic Summary Hour of Day Along with highest average, displays highest value for each of the top five gateways. See Gateway Utilization Monitor Type Attributes, page A-11. Reports the five clusters with the highest average percentage of calls completed. Along with highest averages, displays highest value for each of the top five clusters. Shows the highest average percent utilization and the highest percent utilization within the past 30 days for five trunks in a bar graph and a table. For all phones and from all call categories, displays in a table the five directory names that received the longest calls. (See Using a Top N Users Report, page 3-24.) For all phones, shows number of calls in each call category by: Day of the month Day of the week Hour of the day Calls can belong to multiple call categories. Therefore, if you add the total calls reported in each category, your sum can be greater than the reported total. 1. For more information, see Understanding Reports That Are Based on Call Volume Data, page Top N Gateway Utilization T1 PRI Utilization Top N Service Availability All Categories Based on Number of Completed Calls Top N Trunk Utilization Top N Users (All Call Categories) Traffic Summary 3-11

46 Getting Started with Reports Chapter 3 Using Reports Understanding Data Rollup and Data Retention Service Statistics Manager collects two types of data: Operations Manager file-based data Monitors collect this data, aggregate it, and deliver it to Service Statistics Manager. Service Statistics Manager aggregates the data and stores it in the database. To optimize database storage and performance, the raw data is rolled up hourly for longer-term storage: Multiple data points gathered in an hour are rolled into a single data point. For example, if there are two data points for a monitor in an hour, at the end of each hour, these two data points are rolled up into a single data point. Rolled-up data is also known as rate data. All available reports in Service Statistics Manager are based on rate data. You can view raw data for the previous day only; to do so, create a custom graph or a graph in a graph-based view that includes only a single monitor type. See Managing Graph-Based Views, page 2-5 and Creating a Graph for a Single Monitor Type, page 4-6. For more information about Operations Manager file-based data, see Operations Manager File-Based Monitor Types, page A-9. Service Monitor database-based data Monitors collect this data and deliver it as is to Service Statistics Manager. Service Statistics Manager rolls the data up. For more information about Service Monitor database-based data, see Service Monitor Database Monitor Types, page A-2. Table 3-3 lists data retention periods. Table 3-3 Data Retention Type of Data Raw Data Retention Rolled Up Data Retention Operations Manager file-based 8 days 90 days Service Monitor database-based: Cluster-based data 30 days 90 days Cisco 1040 Sensor-based data 24 hours NAM-based data For more information, see Understanding Database Purging, page 8-2. Understanding Reports That Are Based on Call Volume Data Call volume reports display the number of calls in each call category and can also display the total number of calls on which the report is based. A call can be included in more than one call category; for example, an Internal call can also be a Conference call. Therefore, if you add the number of calls in each category, the sum can be greater than the reported total number of calls. 3-12

47 Chapter 3 Using Reports Understanding and Using Reports Service Monitor classifies calls into system-defined and user-configurable call categories. For more information, see User Guide for Cisco Unified Service Monitor 2.3. Understanding and Using Reports To open a report, select Reports and click the hyperlinked report name. For information about specific report types, see Using Specific Types of Reports, page These topics explain report features that you can use when viewing any report type: Understanding the Report Header, page 3-13 Using the Report Icons in the Title Bar, page 3-13 Viewing Subreports, page 3-14 Viewing Comments, page 3-14 Obtaining Additional Information from Graphs, Legends, and Drill-Downs, page 3-15 Adding a Comment to a Report, page 3-15 Adding a Report to a View, page ing a Report, page 3-16 Understanding the Report Header You can display the report header or hide it; for more information, see Using the Report Icons in the Title Bar, page When displayed, these report details appear at the top or the bottom of the page, depending on the report definition: Report Type The type of report; see Table 3-6. Report Period Dates and duration of the report; for example, 2/14/2008-2/15/2008 (1 day). Date Generated Date; for example, 2/15/2008. Group Filter Either No Filter or the name of the group. For more information, see Managing Groups, page 6-3. Author Username of the user who defined the report; for a default report (defined by Service Statistics Manager), the author is admin. Contact Contact information as specified in the report definition; if there is no contact information, as is the case for default reports, a dash (-) is displayed. Report Frequency Daily, Weekly, or Monthly. Schedule Either No Filter or a schedule name. Using the Report Icons in the Title Bar The title bar for each report includes a series of icons. Table 3-4 lists the available options. 3-13

48 Understanding and Using Reports Chapter 3 Using Reports Table 3-4 Report Icons Icon Name Description Show Report Header To show report details. For more information, see Understanding the Report Header, page Hide Report Header To hide report details. Report Instances Add Comment Add to View Generate Report Edit Report PDF To select another generated report instance, if available. To add comment to the report. For more information, see Adding a Comment to a Report, page To add the report to a view. For more information, see Adding a Report to a View, page To generate the report immediately. It is not recommended that you do this on a regular basis. Service Statistics Manager generates reports daily. To edit the report. For more information, see Editing a Report, page Your user role determines whether you have the privilege to perform this task. To view the report as a PDF. CSV Mail This Page To export the report details to a comma-separated value file. To mail the report. For more information, see ing a Report, page Viewing Subreports When viewing a report, continue to scroll down to see the graph (or table or both) that is displayed for each subreport. For more details, refer to the particular report. Viewing Comments Comments are displayed at the top or the bottom of the report (as specified in the report definition). Comments that you add while creating or editing a report are displayed in all instances of the report. To add an instance-specific comment, click the Add Comment icon (see Adding a Comment to a Report, page 3-15). 3-14

49 Chapter 3 Using Reports Understanding and Using Reports Obtaining Additional Information from Graphs, Legends, and Drill-Downs In many reports, you can successively drill down to get more information about the element instances for which data is included in the aggregated information. To do so, you can: Click links in the table (if a table is present in the report). Hover your mouse over points, bars, or pie wedges in the graph (if a graph is present in the report). Click the graphs. If drill-downs are defined, you will be presented with a Drill Down page that lists the instances (elements). A clickable link for an instance opens a Graph Display page. For information about the drill-downs that are available from each report type, see Using Specific Types of Reports, page Adding a Comment to a Report A comment made using this procedure will be displayed only on the particular instance of the report to which you added the comment. Click the Add Comment icon (see Table 3-4). The Report Instance Comments window appears. Enter comments in the Comments box. To include a URL in the comment, enter it between these tags: <url> </url> For example, <url> Clicking the URL Tag button inserts the tags for you. Step 3 Step 4 Step 5 Configure the font size and location: To change the font size, enter a number in the Font size field. Select Show Comments at and select either Top of the Page or Bottom of the Page. Click OK. A confirmation window is displayed. Click OK. Adding a Report to a View Use the Add to View icon (see Table 3-4). Click the Add to View icon (see Table 3-4). The Add This Report to View window appears, displaying the report name. In the Add to View field, if you select: Create New View Enter a name in the View Name field and select a number from the Layout Type list (1, 2,or 4). 3-15

50 Understanding and Using Reports Chapter 3 Using Reports Step 3 Step 4 An existing view The view name appears in the View Name field; you will not be able to edit the Layout Type. Click Add To View. A confirmation window is displayed. Click Close. ing a Report Click the Mail This Page icon. (See Table 3-4) Enter the address for the sender in the From field. Step 3 (Optional) Update the Subject field. (By default, this field displays Report Type Report Name.) Step 4 In the Address field, enter one or more addresses for recipients, separated by commas. Step 5 Click Send. A confirmation window is displayed. Step 6 Click Close. Using Specific Types of Reports These section includes the following topics: Using a Call Failure Summary Report, page 3-17 Using a Call Quality Summary Report, page 3-18 Using a Calls to/from Specified Number Report, page 3-19 Using a Capacity Trend Report, page 3-19 Using a Cause Code Analysis Report, page 3-20 Using a Custom Graph Report, page 3-21 Using a Group Aggregation Report, page 3-21 Using an Instance Aggregation Report, page 3-22 Using a Time Aggregation Report, page 3-22 Using a Top N Dialed Numbers Report, page 3-23 Using a Top N Calls Report, page 3-24 Using a Top N Users Report, page 3-24 Using a Top N Performers Report, page 3-25 Using a Traffic Summary Report, page 3-25 Using an SLA Capacity Trend Report, page 3-26 Using an SLA Compliance History Report, page 3-27 Using an SLA Compliance Matrix Report, page 3-27 Using an SLA Executive Summary Report, page 3-28 Using an SLA Health Summary Report, page

51 Chapter 3 Using Reports Understanding and Using Reports Using a Call Failure Summary Report A Call Failure Summary Report displays that total number of failed calls and aggregates failed calls by cause code description in a table that contains this information: Cause Code Description Reason that the call failed (provided by Unified Communications Manager) Number of Occurrences By default, the table is sorted by this number of occurrences. A call is considered good when each endpoint clears the call successfully. Table 3-5 lists the cause codes that designate success; any other cause code designates failure. A call is included in a Call Failure Analysis type of report when the cause code for either endpoint is not one of those listed in Table 3-5. Table 3-5 Cause Codes for Successfully Cleared Calls Cause Code Description 0 No error 1 Unallocated (unassigned) number 2 No route to specified transit network (national use) 3 No route to destination 16 Normal call clearing 17 User busy 31 Normal, unspecified 127 Interworking, unspecified Call split Drop any party/drop last party Conference Full Display Options Only a table is displayed. Drilling Down from a Call Failure Summary Report To drill down, click the number of occurrences for a particular cause code. The drill-down shows a table that includes these columns: Originating User Caller (can be a directory number where the call originated) Destination Number Called number Orig Time Date and time Orig Cause Termination cause code on the originating endpoint Dest Cause Termination cause code on the destination endpoint Default Report of This Type Call Failure Summary - Daily 3-17

52 Understanding and Using Reports Chapter 3 Using Reports Using a Call Quality Summary Report A Call Quality Summary report summarizes all calls based on their service quality for the report period. The report consists of a pie chart and a table. The pie chart shows the percentage distribution of calls in different service categories. Service categories are predefined and they are categorized as: Good Fair Acceptable Poor NA (Not Applicable) Calls in this service category of two types: Short duration The call was too short for MOS to be calculated. MOS Unavailable Not all endpoints support the CVTQ algorithm without which MOS is not calculated. The following limitations exist with the CallQualityRanges link on Call Quality Summary reports: If you click the CallQualityRanges link, a window opens on which you can configure ranges. After you click Apply or Cancel, the Administration tab opens. To return to the report, you must navigate back to it. If you create a PDF of the report and you click the CallQualityRanges link in the PDF file, a Page not found error is displayed in the browser. If you the report and the recipient clicks the CallQualityRanges link, a Page not found error is displayed in the browser. For more information, see Configuring Call Quality, page 7-8. If you click the CallQualityRanges link on the reports page, after you click Apply or Cancel, you are sent to the Administration tab. The report remains available in a separate window. The table shows the number of calls in each service category and the duration of each call, displaying these columns: Quality of Service Number of Calls Percentage of Calls Duration Display Options By default, a graph and a table are displayed. A user with the privilege to manage reports can edit the report to display only a graph, only a table, or both. 3-18

53 Chapter 3 Using Reports Understanding and Using Reports Drilling Down from a Call Quality Summary Report You can drill down to see details of the calls that are in these service categories: Poor NA Default Report of This Type Call Service Quality Summary Weekly Using a Calls to/from Specified Number Report The Calls To/From Specified Number report summarizes calls to or from a specified phone number, displaying a table that includes these columns: Originating User Directory number that the call came from. Time When the call started. Duration (hh:mm:ss) How long the call lasted. Category All or Selected Categories. Calls can belong to multiple call categories. Therefore, if you add the total calls reported in each category, your sum can be greater than the reported total. Display Options A table is displayed. Drilling Down from a Calls To/From Specified Number Report There is no drill-down for this report. Default Report of This Type There is no default report of this type. Using a Capacity Trend Report A Capacity Trend report lists all element-attribute pairs that are predicted to violate a threshold and that have violated a threshold in a specified time period. The threshold (an attribute value) and the time period (from 7 days to 2 months) are configurable when creating or editing the report. The report displays a table and a bar graph. In the graph, the Y axis indexes the instance-attribute pairs that have violated a threshold and that are predicted to violate a threshold in the specified time period. The X axis shows the number of days if any remain until the threshold violation occurs. (The maximum number of bars to display is specified while creating the report.) The table displays these columns: Index A clickable link that opens a Graph Display page with a line graph for the element-attribute pair. Monitor Info Instance information. Threshold Condition Greater than or less than the threshold value. 3-19

54 Understanding and Using Reports Chapter 3 Using Reports Days to Violation The number of days until the threshold violation occurs. If the threshold has already been violated, Violated is displayed instead. Figure 3-1 provides an example. Figure 3-1 Example Capacity Trend Report In Figure 3-1, three instances have already violated the threshold condition and two instances are predicted to violate the threshold condition in 3 days and 7 days. Display Options A table is displayed. Drilling Down from a Capacity Trend Report To drill down, in the table, click an index link for a monitor to open a graph for the monitor. A Graph Display page appears with a line graph; the Y axis shows attribute values and the X axis shows time. The line graph includes these lines: Threshold value A solid line. Projected attribute values A dotted line from the last data point to the threshold line. The intersection point is at the predicted violation time. Predicted violation time A dotted line connects the intersection point (where the attribute value is predicted to hit the threshold) with the X axis. For more information, see Understanding and Interacting with Custom Graphs, page 4-8. Default Report of This Type There is no default report of this type. Using a Cause Code Analysis Report A Cause Code Analysis report summarizes user-selected cause codes in a pie chart and a table. Each slice of the pie corresponds to a single cause code. To see the number of occurrences of the cause code and its percentage in the graph, place your cursor over a slice of the pie chart. The table below the graph contains this information: 3-20