Intégration de la technologie Voix sur IP AVAYA-COMMUNICATION-MANAGER

ServicePilot voip-avaya-communication-manager

# Avaya Communication Manager


The ServicePilot Avaya Communication Manager package collects information for Avaya Aura Communication Managers.


The Avaya Communication Manager package uses SNMP to query Avaya Aura Communication Managers. A simplex or duplex Main ACM is queried as well as one ESS simplex or duplex if present and configured. The statistics gathered in this way include:

  • Busy trunks and stations
  • Registered stations, attendant consoles and remote office stations
  • CPU utilization
  • Network interface statistics

The Avaya Communication Manager package also configures the ServicePilot Agent to obtain Avaya Aura Communication Manager inventory and performance details using Avaya SAT connections. Details collected include:

  • H.323 phones
  • ACD Agents
  • Cabinets
  • Boards
  • Local Survivable Processors
  • Media Gateways
  • Network Regions
  • Network Region Call Admission Control
  • Trunk Groups

The Avaya Communication Manager package will also configure the ServicePilot Agent to collect CDRs from TCP streams from the ACM. It can also correlate RTCP media quality statistics gathered with the voip-avaya-rtcp-media-quality package. These details are used as the basis for call statistics and call quality statistics.


  • 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 Avaya Communication Manager nodes
    • ICMP/Echo Request (Ping): Between ServicePilot Manager and Avaya Communication Manager nodes
    • 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
    • TCP/5023 (Telnet) or TCP/5022 (SSH): Between ServicePilot Agent and Avaya Communication Manager nodes
    • UDP/162 (SNMP Trap): (Optional) Between Avaya Communication Manager nodes and ServicePilot Agent
  • Third Party Configuration

    • SNMP Service must be installed, configured (Security: SNMP v2c read-only access from the ServicePilot Manager IP address) and started on each target PBX server
    • A CDR link is defined and configured between the Avaya Communication Manager and the ServicePilot Agent on TCP port 50000
    • See Avaya Application Notes for details
  • ServicePilot Requirements

    • ServicePilot Manager minimum version: 8.5
    • ServicePilot Agent minimum version: 8.5 installed and configured
    • A Avaya RTCP Media Quality resource imported into the configuration for the ServicePilot Agent
    • A Call Quality by Zone Or Network resource imported into the configuration for the ServicePilot Agent
    • When this package is used, the default automatic SNMP polling interval should be turned off. This is because a number of SNMP polling objects in this package should poll less frequently than every minute.

      collector:  pollingmodeauto: False


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-avaya-communication-manager 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. Architecture Type tab:

    1. Specify Architecture Type between Main ACM (Simplex or Duplex) and Main ACM with Survivable Core (ESS) (Simplex or Duplex)
  2. Simplex or Duplex tab:

    1. Duplex Main ACM: Specify if Main ACM is Duplex.
    2. Main ACM VIP: Specify Main ACM VIP address. (If Main ACM is Duplex only)
    3. Duplex Survivable Core (ESS): For Main ACM with Survivable Core (ESS), specify if Survivable Core (ESS) is Duplex.
    4. Survivable Core (ESS) VIP: Specify Survivable Core (ESS) VIP. (If Survivable Core (ESS) is Duplex only)
  3. Main ACM tab:

    1. Main ACM Name: The name you wish to give to the Main ACM being added by the package. This has to be unique.
    2. Main ACM IP: Specify Main ACM IP address.
    3. Main ACM B Side Name: Specify Main ACM B Side Name. (If Main ACM is Duplex only)
    4. Main ACM B Side IP: Specify Main ACM B Side IP Address. (If Main ACM is Duplex only)
  4. Survivable Core tab:

    1. Survivable Core (ESS) Name: The name you wish to give to the Survivable Core (ESS) being added by the package. This has to be unique.
    2. Survivable Core (ESS) IP: Specify Survivable Core (ESS) IP Address.
    3. Survivable Core (ESS) B Side Name: Specify Survivable Core (ESS) B Side Name. (If Survivable Core (ESS) is Duplex only)
    4. Survivable Core (ESS) B Side IP: Specify Main ACM B Side IP Address. (If Survivable Core (ESS) is Duplex only)
  5. Access Parameters tab:

    1. Customer Name (matching Avaya VoIP Customer Name): If ServicePilot has been set up in multi-tenant environment, then the customer name is to be presented here, otherwise this field is to be left blank.
    2. Avaya ACM version < 6.3.100: Indicate if the ACM is older than 6.3.100
    3. CLI Connection Type: Specify the command-line interface connection type
    4. Port (Telnet - 5023, SSH - 5022 by default): Specify the command-line interface port.
    5. CLI Login: Specify the command-line interface user name.
    6. CLI Password: Specify the command-line interface password.
    7. Polling Interval (sec): Specify the polling interval in seconds (Default: 60).
  6. Monitoring Options tab, tick the different checkboxes to enable the monitoring options. The options available are:

    1. Monitor Trunk Groups
    2. Monitor Network Regions
    3. Monitor Media Gateways
    4. Monitor Survivable Remotes (LSPs)
    5. Monitor Boards
    6. Monitor Call Admission Control
    7. Monitor Cabinets
    8. Monitor ACD Agents
  7. Call Admission Control tab:

    1. CAC object filter: Define a square bracketed list. Each element of the list requires a single source network region number, for which CAC will be monitored. This is followed by a comma and then a list of destination network region numbers, separated by | characters (wildcards accepted for destination network region numbers). Leave the destination field empty to select all destination regions. A second comma can then be added followed by 1 if only direct connections between the source and destinations are to be monitored.
  8. CDR tab:

    1. CDR Port: Specify the CDR port as configured in the Avaya Communications Manager
    2. Additional CDR Source IP Adresses: Specify other IP addresses than the CM and ESS IP addresses from which CDR for this same system might be received
    3. CDR date format: Specify the date format as specified in the Avaya Communications Manager
  9. Extensions tab:

    1. External extension pattern: A pipe separated list of Like Operator patterns to Specify an extension as external to the enterprise. Starting the list with an ! will reverse the meaning, so then list internal extensions instead (Default: 0|+). See the Like Operator (Visual Basic).
    2. Mask Extensions: Tick to enable masking of user portion in numbers
    3. Number of trailing digits to mask: Specify the number of trailing digits to mask
    4. Length of number before digit masking takes effect: Specify the minimum length of an extension for masking to take effect


  1. Avaya Aura Communication Manager Network interface statistics collected using SNMP can show no network traffic based on incorrectly fixed send and receive byte counts reported by the system.

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