Focus on Setup Getting Started with ehealth for Voice-- Cisco CallManager manages IP telephony devices and call services over a data network and manages call setup, controls call devices, and collects call quality statistics for IP phones, voice gateways, and multimedia applications. runs on one or more servers or in a cluster. The IP telephony voice services that CallManager provides include a variety of critical components, ranging range from the basic IP-PBX and voice servers to remote gateways that support digital and analog message services. Included are the digital and analog ports that provide the call data streams. Each of these can affect the quality of voice services for customers and employees. Monitoring the health and performance of your CallManager systems and services is a critical part of ensuring that voice services are both reliable and consistent. ehealth for Voice delivers exactly the monitoring you need. Developed expressly to monitor, ehealth for Voice provides performance statistics for the CallManager server, gateways, and each local and remote port. ehealth uses that data to provide a variety reports on CallManager performance. What s Inside Requirements. Prerequisites for installing ehealth for Voice. Installing ehealth for Voice. Detailed instructions on local installation and remote deployment from AdvantEDGE View. Discovering Resources. Identifying and locating the CallManager elements to monitor. Creating Groups and Group Lists. Grouping elements to get meaningful reports. Associating Live Health Profiles for CallManager with Groups and Group Lists. Using Live Health to help monitor CallManager using a real-time graphical view of CallManager performance. Applying the ehealth for Voice Template to Systems. Use templates to monitor CallManager performance and set measurement thresholds for CallManager services and components. AdvantEDGE View Queries for CallManager. How to use AdvantEDGE View to query CallManager to view a broad range of performance statistics. Supported Trend and Top N Variables. The variables you can use to tailor ehealth reports for CallManager.
About ehealth for Voice ehealth for Voice is as an optional software module for SystemEDGE. It provides monitoring functions specifically tailored for Cisco CallManager. ehealth for Voice offers extended capabilities for IT professionals to monitor the health and availability of applications and servers. You can monitor remote telephony devices managed by, and with the extended capabilities in ehealth for Voice, you can make CallManager a proxy agent for ehealth. You can discover, monitor, and see ehealth reports for the gateways, ports, and channels that CallManager uses and provides a greater degree of health and performance monitoring for CallManager services. ehealth for Voice monitors the following components: Requirements To perform the tasks described in this document, you must have ehealth administrator or ehealth Web administrator privileges. If you have those privileges, begin by doing the following: Install and license ehealth 5.6.5 P6/D6 or later or ehealth 5.7 P2/D2 or later. For more information about installing ehealth, refer to the ehealth Installation Guide for your platform. On every supported system Releases 3.3.(x), 4.0, and 4.1 install and license the following: SystemEDGE agent Release 4.2 Patch level 2 or later. An ehealth for Voice 2.0 module. The module does not interfere with any resources that affect the performance of the CallManager services. The ehealth AIMs for Microsoft IIS, Microsoft SQL Server, and Network Services for Windows (These are installed automatically with ehealth for Voice ). The SystemEDGE agent and AIMs are certified for use on Cisco products. CallManager server CallManager application Attendant Console application Conference Manager application Cisco Telephony Interface (CTI) application Cisco Messaging Interface (CMI) application External telephony devices (gateways, ports, and channels) Table 1 lists of all the elements that ehealth supports for. ehealth for Voice can also monitor Microsoft IIS, Microsoft SQL Server, and Network Services for Windows running on your CallManager systems. ehealth for Voice 2.0 runs on Microsoft Windows 2000 Server or Windows 2000 Advanced Server. You can deploy the SystemEDGE agent, ehealth for module, and ehealth AIMs all together to multiple systems by using AdvantEDGE View Agent Deployment. 2
Installing ehealth for Voice 2.0 There are two types of installation: Local installation on individual servers Remote deployment to one or more servers from AdvantEDGE View Local Installation 1. Locate the downloadable InstallShield program and copy it to the CallManager server. 2. Double-click the self-extracting installation program to access the setup file. 3. Double-click the setup file (FFPPRGVHWXSH[H). 4. Upon startup, the InstallShield program displays a welcome screen. Click Next to continue. 5. ehealth for Voice 2.0 includes the latest versions of IIS, SQL Server, and Network Services as part of the default installation. If there are older versions of these modules present on the server, the installer detects them and then prompts to ask if you want them updated. Click Yes to continue or No to exit. 6. The next screen shows the current locations for installing the program files. If the locations are correct, click Next. 7. As part of the installation, it is necessary to stop the SystemEDGE agent. The installer stops and restarts the agent automatically. Click Yes to proceed. 8. After installing the program files to the appropriate locations, the installer asks if you want to activate CallManager monitoring in SystemEDGE. The installer also activates the IIS, SQL Server, and Network Services modules at the same time. Click Yes to continue. 9. If you have an existing license key for the products just installed, the installation procedure ends here. If you need licenses for ehealth for Voice Cisco CallManager, IIS, SQL Server, or Network Services modules, the installer asks if you want to license the software you just installed. If you click Yes to continue, the installer takes you through a series of licensing screens. If you prefer to license the installed software separately, click No. The installation procedure is now complete. Remote Deployment from AdvantEDGE View 1. From the ehealth Web Console, click the Systems & Apps tab. 2. Click AdvantEDGE View. 3. Click the Administration icon. 4. Click the Agent Deployment icon. The AdvantEDGE View Agent Deployment form appears. 5. Click the Web Help icon for detailed instructions on completing AdvantEDGE View Agent Deployment form and deploying ehealth for Voice. Refer to the AdvantEDGE View Web help files for further information on deployment. Discovering Resources After you have installed and licensed the SystemEDGE agent, ehealth for module, and ehealth AIMs, use the ehealth console to run the discover process for those components. To discover servers and applications: 1. On the ehealth console, select Setup Discover. The Discover dialog box appears. 2. Under Mode, select System, Applications, LAN/WAN, and Remote Access Server. 3. Specify the community string in the Community Strings field and the method for discovering under Discover Using, and then click Discover. Table 1 shows all of the element types that ehealth discovers for. 4. Click Save on the Discovering dialog box to save the elements that ehealth discovered in the poller configuration. 3
Table 1. Elements Supported for Discover Systems Systems, applications, gateway, ports, and channels monitored by the ehealth for Voice Cisco CallManager module Systems and applications with the ehealth AIM for Microsoft IIS Systems and applications with the ehealth AIM for Microsoft SQL Server Systems and applications with the ehealth AIM for Network Services for Windows Elements System parent element (SystemEDGE CCM Server) System CPU elements System partition elements System disk elements System interface elements CCM Application Service element CCM Attendant Console element CCM Conference Manager element CCM CTI Manager element CCM CMI element CCM process set element Analog Access Gateway(s) MGCP Gateway element(s) MGCP FXO Port element(s) MGCP FXS Port element(s) MGCP PRI Device element(s) MGCP PRI Channel element(s) MGCP T1 CAS Device element(s) MGCP T1 CAS Channel element(s) IIS Application Service element IIS process set element SQL Server Application Service element SQL Server process set element Application Service and process set elements for the WINS service (and Active Directory, DHCP, and DNS, if present) Creating Groups and Group Lists After you have discovered elements and saved them to the poller configuration, you can group the elements to provide meaningful reports. You can also organize the groups into group lists. You can, for example, create a System group that includes all of your Cisco CallManager servers and an Application group that includes all of your CallManager applications. You can then create a multi-technology group list that includes CallManager servers and applications, as well as application service elements and process sets for the ehealth AIMs for Microsoft IIS, Microsoft SQL Server, and Network Services for Windows. You can also include the following types of groups in a multi-technology group list: LAN/WAN groups that include the WAN elements that carry VoIP traffic and T1/E1 DS0 elements for voice gateways. Application groups that include Cisco CallManager application service elements. QoS groups that include QoS Class of Service (CoS) elements; and Remote Access Groups that include voice gateways. To create groups of CallManager elements: 1. On the ehealth console, select Reports Edit Groups, and select one of the following: System Groups to create groups of Cisco CallManager server elements Application Groups to create groups of Cisco CallManager application elements, and groups of application service elements for each of the following: Microsoft IIS, Microsoft SQL Server, and the Network Services for Windows (which include Active Directory, DNS, DHCP, and WINS) You can create multiple groups for each technology type. You can also create separate application groups for each CallManager application and each of the other application service element types. 2. Add your groups and click OK when you have finished. After you have created groups, you can add them to group lists. To create a group list: 1. On the ehealth console, select Reports Edit Group Lists and select the type of group list to create. To create a list that includes all of your VoIP components, select Multi Technology Group Lists. The Group List dialog box appears. 2. Add your group lists and click OK when you have finished. After you create groups and group lists, you can create profile associations for Live Health monitoring. 4
Associating Live Health Profiles for with Groups and Group Lists If you are a Live Health administrator, you can use the Live Exceptions Browser to associate default Live Health profiles with the systems and applications groups and group lists that you created. This allows you to obtain real-time alarms for CallManager elements using Live Health. To create profile associations: 1. Start the Live Exceptions Browser. 2. Select Setup Subjects to Monitor. The Setup Subjects dialog box appears. 3. Click New. The Setup Subjects Editor dialog box appears. 4. Under Subject Type, select Groups or Group Lists. Depending on your selection, groups or group lists appear in the Subjects list. 5. From the Technology list, select System, Application, or Multi-technology. 6. Under Subjects, select one or more groups or group lists that you want to monitor. 7. Under Profiles, select one or more of the following profiles to associate with System groups or with System or Multi-Technology group lists that include CallManager servers: System - Delay. This profile monitors excessive CPU utilization, paging, disk I/O, and interface discards, which can contribute to delays in system processing. System - Failure. This profile monitors the availability of key services, system failures or inactivity, and errors that indicate potential failures. System - Security. This profile monitors unauthorized login attempts, which can indicate a potential security violation attempt. System - Unusual Workload. This profile monitors CPU, disk, interface, and process activity for higher-than-normal values, which can indicate unexpected or unusual capacity or volume changes. - Failure. This profile monitors the availability of key services, phone failures or inactivity, and errors that indicate failure situations. (This profile includes trap rules that require it to be associated with the CallManager System elements, as well as the CallManager Application elements.) 8. Under Calendars, select a calendar to apply a time range to the profile and subject pairs. 9. Click Apply. 10. Under Profiles, select one or more of the following profiles to associate with Application groups or with Application or Multi-Technology group lists that include CallManager applications: - Delay. This profile monitors excessive CPU utilization, physical memory, and trunk channel utilization, which can contribute to delays in call processing. - Failure. This profile monitors the availability of key services, phone failures or inactivity, and errors that indicate failure situations. - Unusual Workload. This profile monitors conference and call statistics for higher-than-normal values, which can indicate unexpected or unusual capacity or volume changes. 11. Under Calendars, select a calendar to apply a time range to the profile and subject pairs. 12. Click OK to close the Setup Subjects Editor dialog box, and then click OK again. The Live Exceptions Browser displays a message stating that it sent your changes to ehealth. 5
Applying the ehealth for Voice Template to Systems ehealth provides a default SystemEDGE template for monitoring. You can apply the template to the CallManager systems you are managing to instruct the SystemEDGE agent to monitor the systems for a variety of thresholds, processes, and Windows events. You can also create a copy of the template to modify to monitor other variables and to send traps to your ehealth system if the CallManager system or application performance begins to degrade. To view the ehealth for template: 2. Click the Configuration icon. 3. Select ehealth for from the Templates available for installation list, and then click Apply Selected Templates. ehealth applies the template to the systems you selected in the System list, and the SystemEDGE agent begins to monitor the performance and status of the variables in the template. 4. View SystemEDGE monitoring information for the CallManagers as described in the next procedure. 1. Log in to the ehealth Web interface, and click the Systems & Apps tab. Click AdvantEDGE View. 2. Click the Administration icon and then the Template Management icon. The Existing SystemEDGE Templates list appears. 3. Select ehealth for. The default template appears. You cannot edit a template but you can create a copy for editing. To apply the template to a system: 1. Select Template Configuration from the Configuration list and the system to which you want to apply the template from the System list. To obtain SystemEDGE data for the Cisco CallManager: 1. Select one of the following from the Configuration list: Self Monitoring (for threshold-monitoring information) Process Monitoring NT Event Monitoring 2. Select the system or group to monitor from the System or Group list. 3. Click the Configuration icon. The monitoring table for the configuration option you selected appears, providing information about the variables that the template instructed the agent to monitor. AdvantEDGE View Queries for You can use AdvantEDGE View to obtain real-time performance data about your CallManager system, applications, and remote devices. You can also run ehealth At-a-Glance, Trend, Top N, and other reports for your CallManagers. To run an Application query for Cisco CallManager: 1. In the AdvantEDGE View page, select the system to monitor from the System list see Figure 1 on page 7). 2. Select from the Applications list. 3. Click the Applications icon to display the Cisco CallManager report. 4. To see performance information for a CallManager module, click the pull-down arrow next to Performance Metrics and select a module name (CCM, Conference, CTI, CMI, or Attn. Console). Click CCM to view performance information for the server. Click Conference for information about the Conference module, which monitors the state of configured hardware and software conference resources, such as the number available and used, and the number of participants. 6
Click CTI for information for the Computer Telephony Interface (CTI) module. It shows customer information from a database based on caller ID and information captured by an interactive voice response (IVR) system to route a call correctly or provide the information to the individual receiving the call. Click CMI for information about the Cisco Messaging Interface (CMI) Manager, which enables the voice mail system to process incoming calls. Click Attn Console for information about the Attendant Console, which monitors the state of every line and dispatch call. For details on individual metrics for any of the CCM modules, refer to the AdvantEDGE View Web Help. 4. Click the pull-down arrow next to Remote Device Types and select a the gateway, channel, or port (Analog Access, MGCP Gateways, MGCP FXO/FXS, MGCP T1CAS, MGCP PRI) whose statistics you want to see. 2.0 2.0 Figure 2. Remote Device Statistics (Sample) Figure 1. Report Screen (Sample) Querying Remote Devices. You can view performance details for each of the Cisco CallManager gateways, ports, or channels and check their status in real time (see Figure 2 on page 7). To run an query for Remote Devices: 1. In the AdvantEDGE View page, select the system to monitor from the System list. 2. Select from the Applications list. 3. Click the Applications icon to display the Cisco CallManager report. 7
Supported Trend and Top N Variables Getting Started with ehealth for Voice-- Table 2. Trend Variables for Element Variable Element Variable Application Service Active Voice Calls Availability Bad Polls Calls in Progress-not yet active FXO Ports Active FXO Ports Inactive FXO Ports in Service FXS Ports Active FXS Ports Inactive FXS Ports in Service Good Polls Heartbeat Incomplete Calls Missed Polls Percent FXO Ports Active Percent FXS Ports Active Percent Incomplete Calls Percent Trunk Channels Active Registered CCM Devices Registered IP Phone Registered MGCP Gateways Registered Skinny Protocol Devices Trunk Channels Active Trunk Channels Inactive Trunk Channels in Service Voice Calls Attempted Voice Calls Completed Voice Calls in Progress Attendant Console Attendant Console Client Line State Attendant Console Client Offline Attendant Console Client Registration Attendant Console Clients Attendant Console Clients Registered Attendant Console Redirected Calls Attendant Console Active Calls Attendant Console Active Lines Attendant Console Calls Attendant Console Idle Lines Bad Polls CTI Route Points Opened Good Polls Heartbeat Missed Polls Percent Active Lines Percent Idle Lines Percent Online Client Registered 8
Table 2. Trend Variables for Getting Started with ehealth for Voice-- Element Variable Element Variable Conference Manager Active Unicast Hardware Conference Participants Active Unicast Conference Participants Active Unicast Software Participants Bad Polls Completed Unicast Conference Participants Completed Unicast Hardware Conferences Completed Unicast Software Configured Good Polls Missed Polls Percentage of Unicast Hardware Resource Available Percentage of Unicast Hardware Resource In Use Percentage of Unicast Resources Available Percentage of Unicast Resources In Use Unicast Hard Conference Out of Resources Unicast Hardware Conference Resource Available Unicast Hardware Conference Resource In Use Unicast Soft Conference Out of Resources Unicast Soft Conference Resources Available Unicast Soft Conference Resources In Use Unicast Conference Resources Available Unicast Conference Resources In Use Unicast Conference Resources Unavailable Computer Telephony Interface (CTI) Manager Bad Polls CTI Manager Current Connections CTI Manager Links Active CTI Manager Open Devices CTI Manager Open Lines Good Polls Missed Polls For More Information For more information about using ehealth to monitor your VoIP environment, refer to the following ehealth focus topics, which are available in the Focus Topics page on the Concord Web site and in the IRFXV directory of the TotalDoc CD: Getting Started with VoIP: Overview Getting Started with VoIP Reports Getting Started with ehealth Voice Quality Monitor Getting Started with ehealth for Voice Cisco Unity Copyright 2005 Concord Communications, Inc. ehealth, the Concord Logo, Live Health, Live Status, SystemEDGE, AdvantEDGE and/or other Concord marks or products referenced herein are either registered trademarks or trademarks of Concord Communications, Inc. Other trademarks are the property of their respective owners. 9