EMC
®
ITOI
Enablement Pack
For Cisco
Version 8.1
EMC ITOI VoIP Enablement Pack for Cisco Version 8.1 User Guide 2
Copyright © 2007 - 2012 EMC Corporation. All rights reserved. Published in the USA. Published May, 2012
EMC believes the information in this publication is accurate as of its publication date. The information is subject to change without notice.
The information in this publication is provided as is. EMC Corporation makes no representations or warranties of any kind with respect to the information in this publication, and specifically disclaims implied warranties of merchantability or fitness for a particular purpose. Use, copying, and distribution of any EMC software described in this publication requires an applicable software license. EMC2, EMC, and the EMC logo are registered trademarks or trademarks of EMC Corporation in the United States and other countries.
All other trademarks used herein are the property of their respective owners.
EMC ITOI VoIP Enablement Pack for Cisco Version 8.1 User Guide 3
CONTENTS
Preface
Chapter 1
Introduction
EMC ITOI Enablement Pack for Cisco... 12
Cisco requirements ... 13
VoIP Availability Manager and other EMC ITOI products ... 13
VoIP Performance Manager and client tools... 14
Processing flow... 15
Discovery and monitoring... 16
Additional requirements for discovery and monitoring... 16
Trap processing... 17
Installation ... 17
Java support for service ... 17
Chapter 2
Integrating the Enablement Pack with VoIP
Description of Cisco configuration files... 20Specifying login credentials for Cisco discovery... 21
Configuring discovery of older versions of Call Manager Express... 22
Chapter 3
Discovering Elements and Monitoring Events
Cisco Enablement Pack object classes... 24Element relationships ... 26
Events for VoIP Availability Manager Cisco elements... 27
Impact analysis... 31
Aggregates Analysis ... 33
Appendix A
Default Notification Attributes
Default notification attributes ... 36Appendix B
Understanding the sm_edit Utility
sm_edit ... 40sm_edit example ... 40
EMC ITOI VoIP Enablement Pack for Cisco Version 8.1 User Guide 5
Title Page
TABLES
1 Cisco Enablement Pack object classes ... 24
2 Events reported by VoIP Availability Manager with Cisco EP... 27
3 Down root-cause and impacts ... 31
4 ServiceExeption root-cause problems and impacts... 32
5 Aggregates... 33
EMC ITOI Enablement Pack for Cisco Version 8.1 User Guide 7
PREFACE
As part of an effort to improve its product lines, EMC periodically releases revisions of its software and hardware. Therefore, some functions described in this document might not be supported by all versions of the software or hardware currently in use. The product release notes provide the most up-to-date information on product features.
Contact your EMC representative if a product does not function properly or does not function as described in this document.
Note: This document was accurate at publication time. New versions of this document might be released on the EMC online support website. Check the EMC online support website to ensure that you are using the latest version of this document.
Purpose
This document describes how to use EMC® IT Operations Intelligence (ITOI) VoIP
Availability Manager to manage and monitor Cisco Voice over IP (VoIP) environments. It presents procedures for initiating and customizing the VoIP Availability Manager discovery process.
Audience
This document is part of the EMC ITOI VoIP Management Suite documentation set. It is intended for IT managers who are seeking to understand the VoIP discovery process that is performed by EMC ITOI VoIP Availability Manager, and for system administrators who are responsible for the administration, configuration, or use of VoIP Availability Manager. The assumption is that VoIP Availability Manager has been configured in accordance to the EMC ITOI VoIP Availability Manager Configuration Guide and, if VoIP Performance Manager is integrated with VoIP Availability Manager, in accordance to the EMC ITOI VoIP Management Suite Overview and Integration Guide.
EMC ITOI VoIP Management Suite installation directory
In this document, the term BASEDIR represents the location where EMC IT Operations Intelligence (ITOI) software is installed:
◆ For UNIX, this location is /opt/InCharge/<productsuite>. ◆ For Windows, this location is C:\InCharge\<productsuite>.
On UNIX operating systems, VoIP Management Suite is, by default, installed to
/opt/InCharge/VoIP/smarts. On Windows operating systems, this product is, by default, installed to C:\InCharge\VoIP\smarts. This location is referred to as BASEDIR/smarts. Optionally, you can specify the root of BASEDIR to be something different, but you cannot change the <productsuite> location under the root directory.
8 EMC ITOI Enablement Pack for Cisco Version 8.1 User Guide Preface
EMC ITOI VoIP Management Suite products
The EMC ITOI VoIP Management Suite includes the following products:
◆ EMC ITOI VoIP Availability Manager ◆ EMC ITOI Enablement Pack for Avaya ◆ EMC ITOI Enablement Pack for Cisco ◆ EMC ITOI Enablement Pack for Nortel ◆ EMC Ionix Enablement Pack for ACME
◆ EMC ITOI VoIP Integration Pack for VoIP Performance Manager ◆ EMC ITOI VoIP Performance Manager
◆ EMC ITOI VoIP Performance Reporter
Related documentation
In addition to this document, EMC Corporation provides a Help system for command line programs as well as product documentation.
Help for command line programs
Descriptions of command line programs are available as HTML pages. The index.html file, which provides an index to the various commands, is located in the
BASEDIR/smarts/doc/html/usage directory.
EMC ITOI documentation
Readers of this guide may find the following related documentation helpful. These documents are updated periodically. Electronic versions of the updated manuals are available on the EMC online support website:
◆ EMC ITOI System Administration Guide ◆ EMC ITOI ICIM Reference
◆ EMC ITOI ASL Reference Guide ◆ EMC ITOI Perl Reference Guide ◆ EMC ITOI MODEL Reference Guide
EMC ITOI VoIP Management Suite documentation
The following documents are relevant to users of the EMC ITOI VoIP Management Suite:
◆ EMC ITOI VoIP Management Suite Release Notes ◆ EMC ITOI VoIP Availability Manager Installation Guide
◆ EMC ITOI VoIP Availability Manager Third-Party Copyright Read Me ◆ EMC ITOI VoIP Management Suite Overview and Integration Guide ◆ EMC ITOI VoIP Availability Manager Configuration Guide
EMC ITOI Enablement Pack for Cisco Version 8.1 User Guide 9
Preface
◆ EMC ITOI Enablement Pack for Avaya User Guide ◆ EMC ITOI Enablement Pack for Cisco User Guide ◆ EMC ITOI Enablement Pack for Nortel User Guide
◆ EMC ITOI VoIP Management Suite Certification Framework Technical Notes ◆ EMC ITOI VoIP Availability Manager Certification Matrix
◆ EMC ITOI VoIP Availability Manager Documentation Portfolio
◆ EMC ITOI VoIP Performance Manager and Performance Reporter Documentation
Portfolio
Conventions used in this document
EMC uses the following conventions for special notices:
NOTICE is used to address practices not related to personal injury.
Note: A note presents information that is important, but not hazard-related.
IMPORTANT
An important notice contains information essential to software or hardware operation.
Typographical conventions
EMC uses the following type style conventions in this document: Normal Used in running (nonprocedural) text for:
• Names of interface elements, such as names of windows, dialog boxes, buttons, fields, and menus
• Names of resources, attributes, pools, Boolean expressions, buttons, DQL statements, keywords, clauses, environment variables, functions, and utilities
• URLs, pathnames, filenames, directory names, computer names, links, groups, service keys, file systems, and notifications
Bold Used in running (nonprocedural) text for names of commands, daemons, options, programs, processes, services, applications, utilities, kernels, notifications, system calls, and man pages
Used in procedures for:
• Names of interface elements, such as names of windows, dialog boxes, buttons, fields, and menus
• What the user specifically selects, clicks, presses, or types Italic Used in all text (including procedures) for:
10 EMC ITOI Enablement Pack for Cisco Version 8.1 User Guide Preface
Where to get help
EMC support, product, and licensing information can be obtained as follows: Product information — For documentation, release notes, software updates, or information about EMC products, licensing, and service, go to the EMC online support website (registration required) at:
http://Powerlink.EMC.com
Technical support — For technical support, go to EMC online support and select Support. On the Support page, you will see several options, including one to create a service request. Note that to open a service request, you must have a valid support agreement. Contact your EMC sales representative for details about obtaining a valid support agreement or with questions about your account.
Your comments
Your suggestions will help us continue to improve the accuracy, organization, and overall quality of the user publications. Send your opinions of this document to:
techpubcomments@emc.com
Courier Used for:
• System output, such as an error message or script
• URLs, complete paths, filenames, prompts, and syntax when shown outside of running text
Courier bold Used for specific user input, such as commands
Courier italic Used in procedures for:
• Variables on the command line • User input variables
< > Angle brackets enclose parameter or variable values supplied by the user
[ ] Square brackets enclose optional values
| Vertical bar indicates alternate selections — the bar means “or”
{ } Braces enclose content that the user must specify, such as x or y or z
Introduction 11
CHAPTER 1
Introduction
This chapter contains the following information:
◆ EMC ITOI Enablement Pack for Cisco... 12
◆ VoIP Availability Manager and other EMC ITOI products ... 13
◆ VoIP Performance Manager and client tools... 14
◆ Processing flow... 15
◆ Discovery and monitoring... 16
◆ Trap processing... 17
12 EMC ITOI VoIP Enablement Pack for Cisco Version 8.1 User Guide Introduction
EMC ITOI Enablement Pack for Cisco
The EMC ITOI Enablement Pack for Cisco (Cisco Enablement Pack) is a software package that discovers and monitors Cisco-specific elements in a Cisco Voice over IP environment (VoIP). The Enablement Pack is installed with or after the installation of EMC ITOI VoIP Availability Manager, and operates in conjunction with the VoIP Availability Manager. It requires a separate feature license.
The functions of the Cisco Enablement Pack include:
◆ Automated discovery of the elements in a Cisco VoIP environment using SNMP and
SOAP querying. The product models the various hardware that can be part of a Cisco VoIP environment.
◆ Automated discovery of the applications and software processes running in a Cisco
VoIP environment, such as Unified Communications Manager, Call Manager, Call Manager Express, CER, CRA, Unity, and Unified Contact Center Express.
◆ Root-cause analysis for problems in software services.
◆ Redundancy group analysis. VoIP Availability Manager models redundancy groups at
the system, software process, and software system levels.
◆ Impact analysis within the VoIP domain and impact propagation to VoIP services. ◆ Cross-domain correlation with IP connectivity problems.
◆ Mapping of non-symptomatic events to notifications that are passed up to SAM.
The Cisco Enablement Pack discovers and monitors the following devices and services in the Cisco VoIP environment:
◆ Cisco CallManager
◆ Cisco Call Manager Express
◆ Cisco Unified Communications Manager (CUCM) ◆ Cisco Unity
◆ Cisco Unity Connection ◆ Cisco Unity Express
◆ Unified Contact Center Enterprise (UCCE) ◆ Unified Contact Center Express (UCCX)
◆ Cisco Survivable Remote Site Telephony (SRST) ◆ Cisco Emergency Responder (CER)
◆ Cisco IP phones
VoIP Availability Manager and other EMC ITOI products 13
Introduction
Cisco requirements
Cisco requirements, specifically a Cisco administrator account with permissions to use the Simple Object Access Protocol (SOAP), as well as vendor version requirements are provided in the EMC ITOI VoIP Management Suite Release Notes. You must ensure that these requirements are satisfied for proper operation with the EMC ITOI Enablement Pack for Cisco.
VoIP Availability Manager and other EMC ITOI products
The EMC ITOI Enablement Pack for Cisco is part of the VoIP Management Suite and operates in conjunction with VoIP Availability Manager. During the installation of the VoIP Management Suite, you need to select the Cisco Enablement Pack for installation. (The
EMC ITOI VoIP Availability Manager Installation Guide provides complete information about the installation process.)
EMC ITOI VoIP Availability Manager provides discovery and monitoring of the VoIP environment. Discovery and monitoring is performed over a combination of infrastructure and applications. The infrastructure includes: Media Gateways, IP PBXs, IP phones, IP phone groups, VoIP switches and routers. The applications include the VoIP network and telephony applications and software services. The inter-dependencies between these elements are represented by the VoIP topology.
EMC ITOI VoIP Availability Manager operates in conjunction with the following EMC ITOI software:
◆ EMC ITOI Service Assurance Management Suite
Consolidates the topology and events from underlying Domain Managers for display in the Global Console. VoIP Availability Manager also operates in conjunction with the software that is installed with Service Assurance Manager such as the Adapter Platform and SNMP Trap Adapter.
◆ EMC ITOI IP Management Suite
Provides topology information about the infrastructure elements and systems by launching discovery probes that discover topology in the vendor-specific VoIP environment. It performs analysis and problem diagnosis, and sends notifications to the Service Assurance Manager for display in the Global Console. The IP Domain Manager can be just IP Availability Manager, or may consist of IP Availability and Performance Manager or IP Server Performance Manager.
◆ EMC ITOI VoIP Performance Manager and EMC ITOI VoIP Performance Reporter,
Windows systems only, optional
14 EMC ITOI VoIP Enablement Pack for Cisco Version 8.1 User Guide Introduction
VoIP Performance Reporter captures and records information from multiple devices and applications throughout the Cisco VoIP network, and produces charts, graphs, and reports to help administrators visualize and understand important trends across the VoIP environment.
The EMC ITOI VoIP Management Suite Release Notes provides detailed information on interoperability with other EMC ITOI products.
VoIP Performance Manager and client tools
Client tools enable Global Console operators to invoke programs on a particular target object, such as a notification object, a topology object, or a map object. Right-clicking a target object launches a pop-up menu that lists the available tools for the target object. Client tools created to access VoIP Performance Manager data are available only for VoIP topology objects which are imported by the Global Manager from VoIP Availability Manager. They enable Global Console operators to use the Java-based GUI available from the VoIP Performance Manager to access drill-down displays.
The client tools that are available for use are dependent on the configuration of the VoIP Availability Manager and VoIP Performance Manager implementation, as well as the managed elements on the network. For example, these client tools may be available for the following VoIP Availability Manager topology objects:
◆ VoIP Performance Manager—Launch VoIP PM View ◆ Route Pattern—Launch Route Pattern View ◆ Location—Launch Location View
◆ Hardware Conference Bridge—Launch Hardware Resources View ◆ Software Conference Bridge—Launch Software Resources View ◆ Multicast Music on Hold—Launch Multicast Music on Hold View ◆ Unicast Music on Hold—Launch Unicast Music on Hold View ◆ Transcoder—Launch Transcoder View
◆ Media Termination Point—Launch Media Termination Point View ◆ Processor and Memory—Launch Processor and Memory View
To access the tools, open the Service Assurance Manager Topology Browser Console, select a VoIP Availability Manager object from the topology, and right click the object. Select Client Tools from the drop-down list. The list of client tools displayed are context based to the selected object. Click on one of the tools to launch it.
Processing flow 15
Introduction
Processing flow
The flow of information among the components of a VoIP Availability Manager Enablement Pack deployment is as follows.
During discovery, information flows as follows:
◆ The IP Availability Manager performs discovery of routers, switches, and hosts, as well
as VoIP devices, along with their physical and logical connectivity.
◆ The IP Availability Manager may group the VoIP devices into a Topology Collection
using deployment customization. This optional Topology Collection may be leveraged to filter the devices monitored by VoIP Availability Manager based on customers’ organizational partitioning.
◆ VoIP Availability Manager imports the VoIP device information from the IP Availability
Manager, and uses that information as the foundation for its own discovery.
◆ VoIP Availability Manager uses SNMP and SOAP discovery probes to discover the VoIP
specific entities: physical elements as well as logical applications like Voicemail Service.
◆ After a successful discovery, VoIP Availability Manager creates a VoIP topology with
relationships between the associated elements. During event processing, information flows as follows:
◆ The IP Availability Manager polls network elements and performs root-cause and
impact analysis for the IP domain.
◆ The IP Availability Manager sends notifications to the VoIP Availability Manager. ◆ VoIP Availability Manager, in conjunction with the installed Enablement Pack(s), uses
SNMP and SOAP to monitor the health of the VoIP topology and generate appropriate symptoms and events.
◆ VoIP Availability Manager includes a built-in SNMP trap receiver which listens for VoIP
related traps. Traps generated by the monitored devices and forwarded to the VoIP Availability Manager are processed to set the state of the referenced component. Note that the traps must be enabled and their destinations set.
◆ At regular intervals,VoIP Availability Manager imports the performance-oriented data
collected by VoIP Performance Manager to enrich the VoIP Availability Manager topology.
◆ The Global Manager receives notifications from the IP Availability Manager and the
VoIP Availability Manager for presentation to network operations personnel.
16 EMC ITOI VoIP Enablement Pack for Cisco Version 8.1 User Guide Introduction
Discovery and monitoring
The EMC ITOI Enablement Pack for Cisco includes Cisco-specific probes that are activated when the VoIP Availability Manager starts. The probes analyze the unitary computer systems in the VoIP environment to determine if Cisco elements exist on them. Only key or critical processes are transferred to the Global Manager to appear in Global Console maps or in the Topology Browser.
When a Cisco element is discovered on a host, further analysis is performed to determine exactly which components are hosted on the given system. The Cisco-specific elements, such as applications and services, are then added to the VoIP Availability Manager’s topology.
The Cisco element classes that are discovered by the Cisco Enablement Pack are listed in
“Cisco Enablement Pack object classes” on page 24. The EMC ITOI VoIP Availability Manager Discovery Guide provides detailed information on discovery by the VoIP Availability Manager.
After discovery, the VoIP Availability Manager and Cisco Enablement Pack monitor the status of the Cisco VoIP environment as reported by the Cisco SNMP and SOAP modules. A VoIP service status may be UNKNOWN, RESPONSIVE or UNRESPONSIVE. This status, in conjunction with the status of related services, serve as symptoms to diagnose the root-cause problem. VoIP Availability Manager informs Service Assurance Manager that a VoIP service is Down. In general, the guiding principal is that an unresponsive VoIP service is Down if its underlying network is operational.
The events and symptoms are listed in “Events for VoIP Availability Manager Cisco elements” on page 27.
Additional requirements for discovery and monitoring
The following are additional requirements or deployment considerations for the EMC ITOI Enablement Pack for Cisco (Cisco Enablement Pack):
◆ For all CUCM devices to be managed, SNMP must be enabled.
◆ The discovery of IP phones and voicemail boxes needs to be enabled during
configuration. By default, discovery for these devices and services is not enabled. Modify the settings in the BASEDIR/smarts/conf/voip/voip.conf file, as described in the EMC ITOI VoIP Availability Manager Configuration Guide.
◆ During the discovery process, the critical processes need to be running on the device.
If they are not running, VoIP Availability Manager will not discover the application. The cert-cisco.conf file lists the VoIP Cisco applications that are currently discovered and monitored, along with their critical, key, and non-critical processes. “Description of Cisco configuration files” on page 20 provides more information about the
cert-cisco.conf file and processes.
Trap processing 17
Introduction
Trap processing
The VoIP Availability Manager includes an integrated Trap Receiver and Notification Processor that provide the ability to utilize traps from external monitoring systems and map them into symptom events that are used for root-cause or impact analysis.
The EMC ITOI VoIP Availability Manager Configuration Guide provides detailed information on enabling trap processing.
Installation
The EMC ITOI Enablement Pack for Cisco is installed from the media on which the EMC ITOI VoIP Availability Manager resides. It is installed into the same folder as VoIP Availability Manager.
The EMC ITOI VoIP Availability Manager Installation Guide lists installation requirements and provides detailed installation procedures.
A separate feature license is required and must be installed in order to use the Cisco Enablement Pack. The name of the Cisco feature is AP_VOIP_CISCO.
Once the Cisco Enablement Pack is installed and properly licensed, it will run when the VoIP Availability Manager is started. For example, here is the UNIX command for starting the VoIP Availability Manager:
/opt/InCharge/VoIP/smarts/bin/sm_service start ic-voip-server
When the VoIP Availability Manager starts, it loads the cisco.conf file and probes the unitary computer systems in the VoIP environment for Cisco VoIP applications.
Java support for service
If you manually install the service for VoIP Availability Manager, be sure to specify the
--java option. Java support is required for Cisco support.
If you do not specify the --java option, the following error message appears in the VoIP
Availability Manager log file (for example, VoIP-AM_en_US_UTF-8.log) in the BASEDIR/smarts/local/logs directory:
April 12, 2009 5:57:28 PM EDT voip-cisco-init@1808: :
Integrating the Enablement Pack with VoIP 19
CHAPTER 2
Integrating the Enablement Pack with VoIP
This chapter contains the following information:
20 EMC ITOI VoIP Enablement Pack for Cisco Version 8.1 User Guide Integrating the Enablement Pack with VoIP
Description of Cisco configuration files
The Cisco Enablement Pack is controlled by two configuration files:
◆ The cisco.conf file defines internal drivers (probes) to discover CUCM services and
their relationships. In general, the cisco.conf file does not need to be configured. On rare occasions, the cisco.conf file can be configured when network latency prevents full discovery and the default timeout needs to be overridden. In addition, very old versions of CCME can be discovered by modifying a parameter as described in
“Configuring discovery of older versions of Call Manager Express” on page 22.
◆ The cert-cisco.conf file defines key, critical, and non-critical processes designated for
discovery.
To customize, you can open the cert-cisco.conf file with the sm_edit utility and modify the lists of processes designated for discovery. In general, however, because the probes have been fully tested and optimized using the default configuration, the recommended guideline is to accept the default lists of processes.
The probes that discover Cisco applications contain key, critical, and non-critical process designations. At a high level, the CUCM suite is supported, including the following applications:
• Call Manager (CUCM)—Publisher and subscribers • Call Manager Express Emergency Responder (CER) • Customer Response Application (CRA)
• Unity and Unity Express • Work Flow Manager • Quality Manager • Email-Web Integration • Nuance RealSpeak • OpenSpeech Recognizer • Unity Connection • Unified Presence
• Unified Contact Center Enterprise (UCCE) • Unified Contact Center Express (UCCX)
You can easily add more applications by using the same technique provided in the cert-cisco file.
Specifying login credentials for Cisco discovery 21
Integrating the Enablement Pack with VoIP
Specifying login credentials for Cisco discovery
Beginning with this release, the discovery probes available through the Cisco Enablement Pack use Simple Network Management Protocol (SNMP) and Simple Object Access Protocol (SOAP) to obtain the topology data from Cisco Call Managers. It is no longer necessary to define IP phone pools in the
BASEDIR/smarts/conf/voip/cisco/phone-device-pool.conf file.
For Cisco Call Managers Version 5 and above, SOAP discovery probes are used to:
◆ Locate the Cisco Call Manager that acts as a Publisher.
◆ Discover IP phone groups, including related information such as MAC addresses, IP
Addresses, directory numbers or extensions, and phone models.
◆ Discover IP phones.
For Cisco Call Managers Version 4, SOAP discovery probes are used to:
◆ Locate the Cisco Call Manager that acts as the Publisher.
◆ Discover IP phone groups, including related information such as user names, MAC
addresses, IP Addresses, directory numbers or extensions, and phone models. For the SOAP discovery probes to establish communication with the call managers, you need to specify SOAP login credentials (user ID and encrypted password). Login credentials are not required for the SNMP discovery probes.
To specify SOAP login credentials, use the Device Access tab in Polling and Thresholds Console. In the Global Console, select Configure > Domain Manager Administration Console > Polling and Thresholds to open the Polling and Thresholds Console for the attached VoIP Availability Manager. In the Device Access tab, expand the SOAP Access Configurations group, select the setting for the version of your call managers, and specify the login credentials.
In the Device Access tab, you can:
◆ Specify login credentials for the default settings. ◆ Create login credentials per device or groups of devices.
22 EMC ITOI VoIP Enablement Pack for Cisco Version 8.1 User Guide Integrating the Enablement Pack with VoIP
Configuring discovery of older versions of Call Manager Express
If you have Cisco Call Manager Express (CCME) versions older than 3.4 which do not support the CCME MIB, you must edit the cisco.conf file to enable discovery.
This ensures that the older versions of Cisco Call Manager Express and Voice Gateway (Routers) are properly discovered.
To do so, perform these steps:
1. Use sm_edit to open the conf/voip/cisco.conf file. UNIX
/opt/InCharge/VoIP/smarts/bin>sm_edit conf/voip/cisco.conf
Windows
C:\InCharge\VoIP\smarts\bin>sm_edit conf\voip\cisco.conf
2. Locate the DiscoverCCMEOnOldVersions parameter and change the FALSE value of to TRUE. Here is an example:
#- Call Manager Express ---GA_Driver::Cisco-CCME-Probe-Driver { ReadsRulesFrom = GA_RuleSet::Cisco-CCME-Probe-Driver-RS { fileName = "voip/cisco/ic-cisco-ccme-probe.asl" } ReadsInputFrom = SNMP_WalkFE::Cisco-CCME-Probe-Driver-FE { retries = 5 rootOIDs = { {10, ".1.3.6.1.4.1.9.9.439.1.1.1" }, #ccmeEnabled {30, ".1.3.6.1.4.1.9.9.63.1.2.1.1" } #cvVoIPPeerCfgTable }
}# Set this value to TRUE, if you
# wish to discover CCME on routers pre-dating the CCME MIB. Careful, # false discover of Voice Gateways may be a side effect
variables = {
{ "DiscoverCCMEOnOldVersions", "TRUE" } } waitForCompletion = TRUE
}
3. Save and close the file. The modified version of the cisco.conf file is saved to the
Discovering Elements and Monitoring Events 23
CHAPTER 3
Discovering Elements and Monitoring Events
This chapter contains the following information:
◆ Cisco Enablement Pack object classes... 24
◆ Element relationships ... 26
◆ Events for VoIP Availability Manager Cisco elements... 27
◆ Impact analysis... 31
24 EMC ITOI VoIP Enablement Pack for Cisco Version 8.1 User Guide Discovering Elements and Monitoring Events
Cisco Enablement Pack object classes
VoIP Availability Manager builds a data model of the discovered Cisco VoIP elements in its domain. The model represents the elements and their relationships.
Table 1 on page 24 lists the elements that VoIP Availability Manager discovers for Cisco and displays in its topology.
Table 1 Cisco Enablement Pack object classes (page 1 of 2)
Class Description
CallManager Provides call processing, call control, transfer, call routing functions other IP phone features. This class covers implementation of software in Call Servers, IP PBX or soft switch. Examples are: Cisco CallManager, Cisco Unity CallManager, or Cisco Unity Communications Manager. CallManagerData A list of data, provided to a Call Manager, that contains
information about the registered, rejected, and unregistered devices for the Call Manager.
CallManagerPeerSession Represents a Session between CallManager in the same group to provide CallManager status data.
CallManagerRedundancyGroup Represents a collection of CallManagers that together implement a service. The multiple instances of the
application are typically accessed in a fault-tolerant manner thereby providing application redundancy.
Composed of CallManager and member of VoipCluster. CallProcessor A service that provides lightweight call processing, call
control, transfer, and call routing functions to local media gateways during a primary Call Manager server failover. Note: For example, a discovered instance of the network service provided by the Cisco Survivable Remote Site Telephony (SRST) or Cisco CallManager Express (CCME) is modeled as an instance of the CallProcessor class.
CTIService A Computer Telephony Integrated application that integrates voice and data between the Call Manager and the client’s business application environment. Examples include the delivery of Caller ID information using a Personal Computer, and the ability to access voice mail using the Personal Computer.
GatewayService A VoIP network service used to pass traffic between older Public Switched Telephone Network (PSTN) systems and VoIP systems. This service may also supply media related services, such as music on hold or other softswitch features. H323Service A VoIP network service used to establish a VoIP session. IPPhone A physical instrument that acts as a telephone using Voice
Cisco Enablement Pack object classes 25
Discovering Elements and Monitoring Events
IPPhoneGroup A group of IP phones. IP phone groups correspond to topological objects that are vendor-specific. For Cisco, the group corresponds to a device pool of IP phones registered to the same call manager group or, for Cisco CallManager Express (CCME), the same call processor.The device pool is predefined by the Cisco system administrator.
MediaService A VoIP network service used to process media streams. Functions included are: decoding DTMF tones, bridging multiple media streams into a conference, playing announcements, processing VoiceXML scripts, speech recognition, text-to-speech, and recording audio. VoiceMailbox A personal voice mailbox that stores messages for an
individual owner or a general delivery mailbox that distributes broadcast messages to a list of individuals. VoiceMailService A VoIP application providing VoiceMail functionality
accessed by the network end-user.
VoiceMailApplication An application that provides a voicemail service for Cisco Unity, Cisco Unity Express, and Cisco Unity Connection devices.
VoipApplication An application that provides an end-user service, such as a service represented by the VoiceMailApplication or CTIService class. A discovered application other than voice mail or CTI is represented as an instance of the
VoipApplication class.
An example is Cisco Emergency Responder application. VoipCluster Represents the logical grouping which integrates the
VoIPnetwork and voice services into a single entity. The cluster may consist of call managers, redundancy groups, other VoIP services, and computer systems.
VoipElement A process that is part of a VoIP application or VoIP network service.
VoipEndpoint A logical VoIP endpoint.
VoipNetworkService An application that provides an essential
network-connection service, such as a Cisco Publisher or a service.
VoipProcess A running software program that is part of a network service or application. Some processes are designated as critical for the well being of their application/service. A failure of a critical process results in its application unable to fully function.
VoipSolution A software package providing miscellaneous end-user functionality. For example, contact center applications, etc. Table 1 Cisco Enablement Pack object classes (page 2 of 2)
26 EMC ITOI VoIP Enablement Pack for Cisco Version 8.1 User Guide Discovering Elements and Monitoring Events
Element relationships
During discovery, VoIP Availability Manager creates the relationships and connections between Cisco VoIP elements. The expanded tree in Figure 1 on page 26 shows typical relationships for the Call Manager.
Figure 1 Typical relationships displayed for the CallManager
Events for VoIP Availability Manager Cisco elements 27
Discovering Elements and Monitoring Events
Events for VoIP Availability Manager Cisco elements
Table 2 on page 27 lists the classes of elements managed by VoIP Availability Manager with the Cisco Enablement Pack and the events that may occur for each class.
Note: When VoIP Performance Manager is integrated with VoIP Availability Manager, the attribute data for VoipCluster, CallManager, H323Service, MediaResourceAggregate, and GatewayService classes is regularly updated by VoIP Performance Manager.
Table 2 Events reported by VoIP Availability Manager with Cisco EP (page 1 of 4)
Class Events Description
Card ProxyDown (not visible) The card is down
CallManager RegistrationRejected
CallLoadException
RegistrationException
Unresponsive
PartialUnresponsive
Some of the devices attempting to register with this call manager have been rejected during the registration process. This may be due to a capacity limitation
The calls in progress and the ratio of active calls to calls in progress have exceeded the threshold. This may indicate too many calls are in the queue, the calls are being delayed, or the calls are not being handled by the call manager. The threshold needs to be tuned accordingly The changes in registered hard phones have exceeded the threshold. This change on real phone registration may indicate a failed subnet, switch or call manager
This entity is unresponsive according to the status received, or all of its critical components are unresponsive, or the system hosting the call manager is unresponsive
28 EMC ITOI VoIP Enablement Pack for Cisco Version 8.1 User Guide Discovering Elements and Monitoring Events
CallManagerRedundancyGroup PhonesUnavailable GatewayDevicesUnavailable MediaDevicesUnavailable CTIDevicesUnavailable AllComponentsDown AtRisk ReducedRedundancy
None of the call managers in this redundancy group have any phones registered to them. This may be caused by a misconfiguration or a major network fault
None of the call managers in this redundancy group have any gateways registered with them. This may be caused by a misconfiguration or a major network fault
None of the call managers in this redundancy group have any mediation services registered with them. This may be caused by a
misconfiguration or a major network fault None of the call managers in this redundancy group have any CTI ports registered with them. All of the components in the redundancy group are down
The number of functioning components is below the AtRiskThreshold
At least one component is not functioning but the total number of functioning components is above AtRiskThreshold CallProcessor Unresponsive BackupActivated ExceededMaximumUptime DegradedIPPhoneRegistration TrapNotEnabled
This entity is unresponsive according to the status received or all of its critical components are unresponsive
This CallProcessor has been activated because the call manager it is backing up has failed The SRST has been performing call processing for too long. The period when it has been active exceeds the threshold.
The unregistered IP phones from this call processor has exceeded the threshold. A trap is required to monitor VoIP service, but trap from the underlying device is not enabled.
CTIService Unregistered
RegistrationRejected
Unresponsive
CTI service is not registered with any call manager CTI devices attempting to register with call managers were rejected during the registration process. This may be due to a capacity limitation CTI service is unresponsive according to the status received or all of its critical components are unresponsive
Table 2 Events reported by VoIP Availability Manager with Cisco EP (page 2 of 4)
Events for VoIP Availability Manager Cisco elements 29
Discovering Elements and Monitoring Events
GatewayService ResourceException
Unregistered
RegistrationRejected
DChannelInactive Unresponsive
Some outbound calls failed because gateway channel utilization or port utilization has exceeded the threshold
This Media Gateway service is not registered with any call server and hence provides no
functionality
Some gateway devices attempting to register with this call manager were rejected during the registration process. This may be due to a capacity limitation
Media Gateway digital signaling channel is Down This entity is unresponsive according to the status received or all of its critical components are unresponsive
H323Service CallLoadException
Unresponsive
The calls in progress and ratio of active calls have exceeded the threshold. This event may indicate too many calls are in the queue or the calls are being delayed by the call manager. The threshold needs to be tuned accordingly
This entity is unresponsive according to the status received or all of its critical components are unresponsive
IPPhone Unregistered
RegistrationRejected
IP phone is not registered with any call agent Attempts by the IP phone to register with the call agent were rejected
IPPhoneGroup Degraded Unregistered IP phone percentage exceeds the
threshold
MediaService Unregistered
RegistrationRejected
Unresponsive
This media service is not registered with any call manager and hence provides no functionality Some media devices attempting to register with this call manager were rejected during the registration process. This may be due to a capacity limitation
This entity is unresponsive according to the status received or all of its critical components are unresponsive
UnitaryComputerSystem Host; Switch; Router; Node
ProxyDown (not visible) Received Down event from IP Manager Table 2 Events reported by VoIP Availability Manager with Cisco EP (page 3 of 4)
30 EMC ITOI VoIP Enablement Pack for Cisco Version 8.1 User Guide Discovering Elements and Monitoring Events
VoiceMailApplication HighPortUtilization JTAPIUnresponsive JTAPIException MailboxException Unresponsive PartialUnresponsive
Inbound port, outbound port, or total port usage exceeds the threshold
JTAPI system is out of service or shutdown JTAPI system is in partial service or no JTPAI port is registered
The mailbox is almost full
This entity is unresponsive according to the status received or all of its critical components are unresponsive
Partial components are unresponsive.
VoiceMailbox HighUtilization The percentage of mailbox used time exceeds the
threshold
VoiceMailService Unregistered
RegistrationRejected
Unresponsive
This media service is not registered with any call manager and hence provides no functionality Some voicemail devices attempting to register with this call manager were rejected during the registration process. This may be due to a capacity limitation
This entity is unresponsive according to the status received or all of its critical components are unresponsive
VoipApplication Unresponsive
PartialUnresponsive
This entity is unresponsive according to the status received or all of its critical components are unresponsive
Partial components are unresponsive.
VoipCluster MosException
VoiceMailDevicesUnavailable
The percentage of calls which have a Mean Opinion Score (MOS) below the threshold set in VoIP Performance Manager during last sample interval has exceeded the poor MOS call percentage threshold
None of the call managers in this cluster have any voicemail registered with them. This may be caused by a misconfiguration or a major network fault
VoipNetworkService Unresponsive
PartialUnresponsive
This entity is unresponsive according to the status received or all of its critical or key components are unresponsive
Partial components are unresponsive.
VoipProcess Unresponsive This entity is unresponsive according to the
status received or all of its critical components are unresponsive
Table 2 Events reported by VoIP Availability Manager with Cisco EP (page 4 of 4)
Impact analysis 31
Discovering Elements and Monitoring Events
Impact analysis
Impacts describe the effect of an event or aggregate of events on other elements in the system.
Table 3 on page 31 lists Down root-cause problems and their impacts.
Table 3 Down root-cause and impacts (page 1 of 2)
Event Impacts
Card Down ProxyDown
Card CardImpact
PackagesSystem USC SystemImpact Composed Card CardImpact
CallManager Down CallManager Unresponsive
VoipProcess Unresponsive CallProcessor BackupActivated MediaService Unregistered GatewayService Unregistered CTIService Unregistered VoiceMailService Unregistered IPPhone Unregistered IPPhoneGroup Degraded CallManagerRedundancyGroup AllComponentsDown ReducedRedundancy AtRisk
CallProcessor Down Unresponsive
IPPhone Unregistered IPPhoneGroup Degraded
CTIService Down Unresponsive
CTIService Unregistered
H323Service Down Unresponsive
GatewayService Down GatewayService Unregistered GatewayService DChannelInactive Unresponsive
MediaService Down Unresponsive
MediaService Unregistered
Port Down ProxyDown
ConnectedIPPhone Unregistered
VoiceMailApplication Unresponsive
VoipProcess Unresponsive
LayeredOver VoiceMailService Unregistered VoiceMailService Down VoiceMailService Unregistered
Unresponsive
32 EMC ITOI VoIP Enablement Pack for Cisco Version 8.1 User Guide Discovering Elements and Monitoring Events
Table 4 on page 32 lists ServiceException root-cause problems and their impacts.
VoipApplication Down VoipApplication Unresponsive VoipProcess Unresponsive VoipNetworkService Down VoipNetworkService unresponsive
VoipProcess Unresponsive UnitaryComputerSystem Down
(including subclasses)
Unresponsive
Hosting Service DownSymptoms Composed Card CardImpact Composed UCS SystemImpact Table 3 Down root-cause and impacts (page 2 of 2)
Event Impacts
Table 4 ServiceExeption root-cause problems and impacts
Problem Impacts
CallManager ServiceException PartialUnresponsive VoipProcess Unresponsive; VoipApplication ServiceException PartialUnresponsive
VoipProcess Unresponsive VoipElement Unresponsive VoipNetworkService
ServiceException PartialUnresponsiveVoipProcess Unresponsive VoiceMailApplication
Aggregates Analysis 33
Discovering Elements and Monitoring Events
Aggregates Analysis
Aggregates indicate impacts on the logical group or application from services or
components which have performance or availability exceptions. Table 5 on page 33 lists the current aggregates.
Table 5 Aggregates (page 1 of 2)
Class Aggregate name/description Component events
VoipCluster PerformanceExceptions
VoipCluster issues a single notification to aggregate performance exceptions on processor overload; call overload; media resource overload; media resource request being rejected; DS1 trunk overload; large phone registration changes, and so forth
VoipCluster MosException CallManager CallLoadException MediaResourceAggregate ResourceException; MediaResourceAggregate LoadException; H323Service CallLoadException; GatewayService ResourceException AvailabilityExceptions
VoipCluster issues a single notification to aggregate availability exceptions on route pattern, trunk group, voice mail, phone are unavailable, or any components
VoipCluster PhoneUnavailable; VoipCluster VoiceMailDevicesUnavailable; CallManagerRedundancyGroup PhonesUnavailable; CallManagerRedundancyGroup GatewayDevicesUnavailable CallManagerRedundancyGroup MediaDevicesUnavailable; CallManagerRedundancyGroup CTIDevicesUnavailable; CallManagerRedundancyGroup AllComponentsDown CallManager RegistrationException; GatewayService DChannelInactive CallManager RejectedExceptions
CallManager gets a single event when any device registration request gets rejected, mostly likely due to mal configuration on either call manager side or device side
CallManager RegistrationRejected; MediaService RegistrationRejected; VoiceMailService RegistrationRejected; GatewayService RegistrationRejected; CTIService RegistrationRejected; RegistrationExceptions
CallManager gets a single event when any device becomes unregistered from registered.
MediaService Unregistered; VoiceMailService Unregistered; GatewayService Unregistered; CTIService Unregistered;
CallProcessor OperationExceptions CallProcessor BackupActivated;
34 EMC ITOI VoIP Enablement Pack for Cisco Version 8.1 User Guide Discovering Elements and Monitoring Events
IPPhone Impacted NetworkAdapter_Performance HighUtilization;
NetworkAdapter_Performance HighErrorRate; NetworkAdapter_Performance HighDiscardRate; NetworkAdapter_Performance HighBroadcastRate; NetworkAdapter_Performance HighCollisionRate; NetworkAdapter_Performance HighQueueDropRate; IPPhoneGroup Impacted
The phone group gets impacted because one or more of the call manager groups it registers with get all call manager down, or all CTI devices have unregistered with call managers in the group, or all gateway devices have unregistered with call managers in the group, or all media devices have unregistered with call managers in the group
CallManager Unresponsive; CallProcessor Unresponsive; CallManagerRedundancyGroup AllComponentsDown; CallManagerRedundancyGroup PhonesUnavailable; CallManagerRedundancyGroup GatewaysUnavailable; CallManagerRedundancyGroup MediaDevicesUnavailable; CallManagerRedundancyGroup CTIDevicesUnavailable; CallProcessor Unresponsive; IPPhoneGroup Degraded; NetworkAdapter_Performance HighUtilization; NetworkAdapter_Performance HighErrorRate; NetworkAdapter_Performance HighDiscardRate; NetworkAdapter_Performance HighBroadcastRate; NetworkAdapter_Performance: HighCollisionRate; NetworkAdapter_Performance HighQueueDropRate;
RegistrationExceptions IPPhone Unregistered
RejectedExceptions IPPhone RegistrationRejected
VoiceMailApplication Impacted
The application or service is Impacted if there exists unresponsive composing process or service VoiceMailApplication HighPortUtilization; JTAPIException; JTAPIUnresponsive; MailboxException; VoiceMailbox HighUtilization; Table 5 Aggregates (page 2 of 2)
Default Notification Attributes 35
APPENDIX A
Default Notification Attributes
Invisible Body Tag
This appendix contains the following information:
36 EMC ITOI VoIP Enablement Pack for Cisco Version 8.1 User Guide Default Notification Attributes
Default notification attributes
The VoIP Availability Manager with the Cisco Enablement Pack displays various default notification attributes for events. Table 6 on page 36 lists the default attributes.
Table 6 Default notification attributes (page 1 of 2) Notification attribute Description
AutoAcknowledgmentInterval Automatically acknowledge this event if it is cleared for this interval 0 means never autoAcknowledge.
Category Category of this event. The event category represents a broad categorization of the event, e.g. availability vs. performance. Certainty The certainty of this event. Defaults to 100.
ClassName Class name of the object where this event occurred. This attribute along with InstanceName and EventName uniquely identify this event.
ClassDisplayName Display name for the event class. Defaults to ClassName. ClearOnAcknowledge Indicates if this event should be cleared when it is
acknowledged. Set this to TRUE only for events that do not expire nor have sources that generate a clear. Defaults to FALSE.
Description A textual description of the object. Defaults to “ ”. DisplayName The string shown in the GUI when this object is displayed.
Defaults to Name.
EventName Name of the event. This attribute along with ClassName and InstanceName uniquely identify this event.
EventDisplayName Display name for the event Name. Defaults to EventName.
EventText The textual representation of the event.
EventType Indicates the nature of the event. A MOMENTARY event has no duration. An authentication failure is a good example. A DURABLE event has a period during which the event is active and after which the event is no longer active. An example of a durable event is a link failure.
(Possible values: DURABLE, MOMENTARY).
InstanceName Instance name of the object where this event occurred. This attribute along with ClassName and EventName uniquely identify this event.
InstanceDisplayName Display name for the event instance. Defaults to InstanceName. OccurredOn The element the indication is associated with. Setting this
value causes ElementClassName and ElementName to be set appropriately.
OriginalSources This table maps an original source to corresponding immediate sources.
Default notification attributes 37
Default Notification Attributes
Severity An enumerated value that describes the severity of the event from the notifier's point of view: 1 - Critical is used to indicate action is needed NOW and the scope is broad, e.g. an outage to a critical resource. 2 - Major is used to indicate action is needed NOW. 3 - Minor should be used to indicate action is needed, but the situation is not serious at this time. 4 - Unknown indicates that the element is unreachable,
disconnected or in an otherwise unknown state. 5 - Normal is used when an event is purely informational. Default = 5. SourceDomainName The name(s) of the domain(s) that have originally diagnosed
and notified - directly or indirectly - current occurrences of this event. If there are more than one original domain, the attribute lists each separated by a comma. When the notification is cleared, the last clearing domain stays in the value. TroubleTicketID Trouble ticket ID. Defaults to "".
UserDefined1-UserDefined10 Ten user defined fields. Each field defaults to "". Table 6 Default notification attributes (page 2 of 2)
Understanding the sm_edit Utility 39
APPENDIX B
Understanding the sm_edit Utility
Invisible Body Tag
This appendix describes how to use the sm_edit utility. It consists of the following topics:
40 EMC ITOI VoIP Enablement Pack for Cisco Version 8.1 User Guide Understanding the sm_edit Utility
sm_edit
As part of the EMC ITOI deployment and configuration process, you need to modify certain files. User modifiable files include configuration files, rule set files, templates, and seed files that contain encrypted passwords. Original versions of these files are installed into appropriate subdirectories under the BASEDIR/smarts/ directory.
The original versions of files should not be altered. If a file must be modified, a new version should be created and then stored as a local copy of the file in
BASEDIR/smarts/local or one of its subdirectories.
When EMC ITOI software requires one of these files, it is designed to first search for a modified file in BASEDIR/smarts/local or one of its subdirectories. If a modified version of a file is not found in the local area, EMC ITOI software then searches corresponding BASEDIR/smarts directories for the original version of the file.
To ease file editing and storage, EMC Corporation provides the sm_edit utility with every EMC ITOI product suite. When invoked, sm_edit opens the specified file in a text editor. This utility ensures that modified files are always saved to the appropriate local area and that non-local copies of all files remain unchanged. If an appropriate subdirectory does not exist for the file you are modifying, sm_edit creates the appropriate subdirectory before saving the modified file to that location. For files with header information set for encryption, sm_edit encrypts certain fields in the file. In addition, sm_edit preserves the file permissions of modified files, which helps ensure that important configuration files are not altered by unauthorized users.
The EMC ITOI System Administration Guide provides instructions on how to configure the utility to use a specific editor.
sm_edit example
To use sm_edit from the command line, specify the file name and include the subdirectory under BASEDIR/smarts/local where the file resides. For example, to edit the trapd.conf, enter the following command from the BASEDIR/smarts/bin directory:
sm_edit conf/trapd/trapd.conf
In this example, sm_edit searches in the BASEDIR/smarts/local/conf/trapd directory for the trapd.conf file. If it finds the trapd.conf file, it opens the file in a text editor. If sm_edit does not find the trapd.conf file in the BASEDIR/smarts/local/conf/trapd directory, it creates a local copy of the trapd.conf file and writes it to the
BASEDIR/smarts/local/conf/trapd directory.
EMC ITOI VoIP Enablement Pack for Cisco Version 8.1 User Guide 41
A
Aggregates analysis 33
C
Call Manager Express 12 cert-cisco.conf file 16, 20
Cisco Emergency Responder 12, 20 Cisco Enablement Pack 13
Discovery 15 Element relationships 26 Event processing 15 Functions 12 Installation 17 Object classes 24 Other products 13 Overview 12 Processing flow 15
Supported devices and services 12 Cisco Survivable Remote Site Telephony 12, 24 cisco.conf file 20, 22
Classes and events 27 Client tools Accessing 14 Description 14 For Cisco 14 Credentials SOAP login 21
D
Device Access tab 21
DiscoverCCMEOnOldVersions parameter 22 Discovery
Older versions of CCME 22 Voice Gateway Routers 22 Discovery and monitoring 16
E
EMC online support website 7 Events 27
F
Feature license 17I
Impact analysis 31 Installation 17 IP Management Suite 13 IP phone 24 Enable 16 IP phone group 25J
Java supportOption for service 17
L
Log file 17N
Notification attributes 36 Nuance RealSpeak 20O
Object classes 24 OpenSpeech Recognizer 20P
ProcessKey or critical processes 16, 20 Non-critical 20 Publisher 20, 21 Call Manager 20, 21 In a VoIP cluster 26 Relationships 26 VoipNetworkService 25
R
Relationships Topology 26 RequirementsAccount for SOAP 13 Discovery and monitoring 16 Java 17
Root-cause analysis Down problem 31
ServiceException problem 32
S
Service Assurance Manager 13
Simple Object Access Protocol (SOAP) 21 SNMP discovery probe 15
SOAP discovery probe Login credentials 21
T
Topology Collection 15 Trap processing 17
U
Unified Contact Center Express 12
Index
42 EMC ITOI VoIP Enablement Pack for Cisco Version 8.1 User Guide
V
Voicemail box 25 Enable 16
