voip Integration
cisco-call-manager-publisher (en)


ServicePilot voip-cisco-call-manager-publisher


# Cisco Call Manager Publisher

Overview

The ServicePilot Cisco Call Manager Publisher package collects information for Cisco Unified Communications Managers.

Description

The Cisco Call Manager Publisher package uses SNMP to query Cisco Unified Communications Managers. Standalone or Publisher and Subscriber components can be monitored. The statistics gathered in this way include:

  • System information
  • CPU, Memory, Process and Disk utilization
  • Network interface statistics

The Cisco Call Manager Publisher package also configures the ServicePilot Agent to obtain Cisco Unified Communications Manager inventory and performance details using Cisco AXL connections. Details collected depend on the device type:

  • Publisher
    • License Information
    • Locations
    • SIP Devices
  • Subscriber
    • Call Activity
    • Registered Devices
    • H323 Gateways
    • GateKeeeper Gateways
    • Database Replication
    • Conferences
    • MGCP Gateways
    • Channel Activity

The Cisco Call Manager Publisher package will also configure the ServicePilot Agent to enable an FTP server, to which CDR and CMR records are to be transferred by the CUCM on a schedule. These details are used as the basis for call statistics and call quality statistics.

The Cisco Call Manager Publisher package can also check Cisco Disaster Recovery files. The files will be copied from the backup server defined to an empty local directory using SFTP. ServicePilot Manager will then monitor the state of the backup. Ticking the Summary checkbox will also provide summary information for all Cisco servers that are being backed-up.

Requirements

  • Network Flows - It is is necessary to ensure network connectivity between ServicePilot and the monitored device. In case of a network infrastructure using a firewall, all the ports below must be opened:

    • UDP/161 (SNMP): Between ServicePilot Manager and Cisco Unified Communications Managers
    • ICMP/Echo Request (Ping): Between ServicePilot Manager and Cisco Unified Communications Managers
    • TCP/8443 (AXL): Between ServicePilot Manager and Cisco Unified Communications Managers
    • Microsoft SQL database access: Between ServicePilot Agent and Cisco Unified Communications CDR database. Only for Cisco Unified Communications v4.
    • TCP/21 (Default) (FTP Control): Between Cisco Unified Communications Manager Publishers v5 and above and ServicePilot Agent
    • TCP/1024-65535 (FTP Data): Between ServicePilot Agent and Cisco Unified Communications Manager Publishers v5 and above (Active mode)
    • TCP/22 (SSH-SFTP): Between ServicePilot Manager and Cisco Unified Communications Disaster Recovery file backup server
    • UDP/162 (SNMP Trap): (Optional) Between Cisco Unified Communications Managers and ServicePilot Agent
    • ServicePilot Manager Web server access (by default TCP/80 when using HTTP or TCP/443 when using HTTPS although this port is configurable): Between ServicePilot Agent and ServicePilot Manager
  • Third Party Configuration

    • In the Cisco Unified Serviceability web pages, the SNMP V2 community string and access needs to allow ServicePilot Manager to access the Cisco devices
    • From CUCM version 7.1(2) onwards the predefined Cisco Unified CM Administration User Group Standard RealtimeAndTraceCollection should be used. For older releases create a new group with Standard AXL API Access and Standard CCM Admin Users Roles.
    • An AXL Application User, member of the group above, for access to the Cisco equipment by ServicePilot Agent
    • CDR and CMR collection configured:
      • CDR Enabled Flag: True
      • CDR Log Calls with Zero Duration Flag: True
      • Call Diagnostics Enabled: Enabled Only When CDR Enabled Flag is True
    • Cisco CDR Billing Application Server Parameters set to send details to ServicePilot Agent FTP server
    • An SFTP login on the backup server if monitoring Cisco Disaster Recovery files
  • ServicePilot Requirements

    • ServicePilot Manager minimum version: 8.5
    • ServicePilot Agent minimum version: 8.5 installed and configured
    • A Call Quality by Zone Or Network resource imported into the configuration for the ServicePilot Agent

Installation

Before adding a resource to monitor, make certain that all pre-requisites are in place and if a ServicePilot Agent is required, that it is communicating correctly with the ServicePilot Manager.

Add resource using Views Configuration web interface

  1. As an administrative user of ServicePilot, open the ServicePilot web interface.
  2. Navigate to Administration. The Configuration > Views web page will open.
  3. Click on the view in which to place the new resource in the Views hierarchy on the left of the interface. The View editor section will show the existing view contents.
  4. From the Packages list on the right of the interface, click and drag the voip-cisco-call-manager-publisher package into the View editor and let go.
  5. The Resource properties dialog box will open to allow resource configuration.
  6. Click OK to close the Resource properties dialog box. Note that the dialog box will not close if required parameters are not set.
  7. Click Save to apply the new resource to ServicePilot configuration.

Key field notes

In the Monitoring Policies tab, specify the policy or policies to apply to the resource

  1. Basic Parameters tab:

    1. IP address/FQDN: Specify the IP address, host name or FQDN for the CM Publisher, as resolvable by the machine on which ServicePilot Agent is running
  2. Call Server tab:

    1. CCM Version: Select the CM Version
    2. Customer Name: The customer name matching the Customer Name of the associated voip-call-quality-by-network-view resource. Normally only set in multi-tenant environment.
  3. CCM Connection tab:

    1. Enable AXL Collection: AXL API access allows a ServicePilot Agent to collect statistics as selected in the Resources tab
    2. AXL Version: Select the AXL API protocol version and capabilities to use. In general this follows the CM version so select the highest version less than or equal to your CM version.
    3. AXL Host (If NAT): Specify the AXL host if a NAT is configured, otherwise leave this field blank
    4. AXL Login: Specify the AXL Login username to use. See above for username permissions required.
    5. AXL Password: Specify the AXL password to use. See above for username permissions required.
    6. AXL Port: Specify the AXL port where the Cisco equipment will respond to requests
  4. Resources tab, tick to enable the different resource monitoring options:

    1. Locations: Enable the monitoring of per location statistics
    2. Locations to discover: Limit the locations to monitor to this list of location names, separated by |. Allowed syntax: LOC-1*|LOC-1 ? LOC-2
    3. Locations to exclude from discovery: Exclude this list of location names, separated by |, from monitoring. Allowed syntax: LOC-1*|LOC-1 ? LOC-2
    4. SIP Devices: Enable the monitoring of SIP Devices
    5. Registered Devices: Enable the monitoring of Registered Devices
    6. License Information: Enable the monitoring of License Information
  5. Call Log tab:

    1. Read Call Log: Enable the parsing of call log data uploaded to the server on which the ServicePilot Agent used by this resource is running.
    2. CDR Path: Specify full Windows directory path to an empty directory dedicated to receiving call log data for this CM only. The directory will be on the server on which he ServicePilot Agent used by this resource is running.
    3. Ignore calls with duration=0: Do not process or save calls from the call log with a 0 duration
    4. External extension pattern: A | separated list of patterns specifying an extension number in the call log as external to the enterprise. Starting the list with an ! will reverse the meaning, so then the pattern should cover internal extensions instead. See the Like Operator (Visual Basic).
    5. Mask Extensions: Mask a number of digits from the end of phone numbers. ServicePilot cannot recover this data if it is removed, limiting searching and data precision but sometimes this is a statutory requirement.
    6. Mask n last digits: Specify the number of trailing digits to mask
    7. When extension contains at least n digits: Specify the minimum length of an extension for masking to take effect. This number must be greater or equal to the Mask n last digits parameter above.
  6. Voice Quality tab:

    1. Good Jiter: Specify the maximum value of Jitter (in ms) for a good call. Values greater than this will be considered medium jitter.
    2. Good Latency: Specify the maximum value of Latency (in ms) for a good call. Values greater than this will be considered medium latency.
    3. Good Packet Loss Rate: Specify the maximum rate of packet loss (in %) for a good call. Values greater than this will be considered as a medium packet loss rate.
    4. Good MOS Score: Specify the minimum MOS Score for a good call. Values less than this will be considered as a medium MOS score.
    5. Medium Jiter: Specify the maximum value of Jitter (in ms) for a Medium call. Values greater than this will be considered bad jitter.
    6. Medium Latency: Specify the maximum value of Latency (in ms) for a Medium call. Values greater than this will be considered bad latency.
    7. Medium Packet Loss Rate: Specify the maximum rate of packet loss (in %) for a Medium call. Values greater than this will be considered as a bad packet loss rate.
    8. Medium MOS Score: Specify the minimum MOS Score for a Medium call. Values less than this will be considered as a bad MOS score.

Notes

Indicators description

Calls Quality

Number and Percentage of Good, Average and Bad quality calls.Calls are categorized as either good, average or bad according to thresholds defined in the ServicePilot Agent.

Calls Activity

  • Calls Active (An hold call is not considered as an active call. An Active call can be considered as a call with participants talking)
  • Calls In Progress (An active or hold call is considered as in progress)
  • Calls Attempted (An attempted call occurs any time that a phone goes off hook and back on hook, regardless of whether any digits were dialled, or whether it connected to a destination)
  • Authenticated Calls Active (An authenticated call designates one in which all the endpoints that are participating in the call are authenticated. An authenticated phone uses the Transport Layer Security (TLS) authenticated Skinny signaling protocol)

Gatekeeper Gateways

  • ARQs Attempted (Admission Request messages that are attempted by using the configured gatekeeper or its alternate gatekeepers)
  • ACFs Received (Admission Confirm messages that are received from the configured gatekeeper or its alternate gatekeepers).
  • RAS Retries (Number of retries due to loss or delay of all RAS acknowledgement messages on the configured gatekeeper or its alternate gatekeepers)
  • Video Out Of Resources (total number of video-stream requests to the configured gatekeeper or its alternate gatekeepers that failed, most likely due to lack of bandwidth)

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