Faults
Unified CCE has an internal, proprietary, event management system (EMS) that provides guaranteed delivery of application faults and status events from distributed nodes to the Logger component. Alarms are delivered (via MDS) to the Logger where they are stored in the database; alarms are subsequently forwarded to configured interfaces for external delivery, for instance, to an SNMP network management station (NMS) via SNMP or syslog or both.
SNMP notifications generated by the contact center application are always generated as SNMP traps from the Logger; only generic traps or traps from other subagents (such as the platform subagents provided by Hewlett Packard or IBM) are generated from Unified CCE nodes other than the Logger.
Events destined to be sent beyond just the local trace logs are stored in the local Windows Event log and then forwarded via MDS to the Logger. The Logger stores all received events in the database and then forwards them to the syslog interface (if configured). A subset of the alarms becomes SNMP notifications – only those deemed to be health-impacting are sent to SNMP notification destinations. Thus, all SNMP notifications are sent to syslog collectors; all syslog events are also stored in the Unified CCE database; every event that becomes a syslog event is stored in the Windows Event log on the server that generated the event and it is also stored in the trace log of the process that generated the event.
The following is the format of Unified CCE SNMP notifications (as defined in CISCO-CONTACT-CENTER-APPS-MIB):
cccaIcmEvent NOTIFICATION-TYPE
OBJECTS {
cccaEventComponentId,
cccaEventState,
cccaEventMessageId,
cccaEventOriginatingNode,
cccaEventOriginatingNodeType,
cccaEventOriginatingProcessName,
cccaEventOriginatingSide,
cccaEventDmpId,
cccaEventSeverity,
cccaEventTimestamp,
cccaEventText
}A detailed description of each object in the notification type is found in cccaIcmEvent .
The following illustration shows the path alarms take from distributed nodes, via the Logger component to an external NMS or alarm collector.
The red lines denote the path that alarms and event messages take within the Unified CCE event management system (EMS). These are one way from component node to the Logger (via the Router). Events are stored in the database and forwarded to the SNMP and syslog interfaces for distribution to configured collectors. Syslog is not supported on any Unified CCE nodes other than the Loggers.
The black lines denote the path of generic, or non-Unified CCE agent, SNMP notifications from device to a configured SNMP management station or stations. These are bidirectional in that SNMP management stations may poll (appropriately configured) devices for instrumentation. (Agents, by default, listen for polls on port 161.) With Unified CCE, SNMP agent processes run at a reduced priority, receiving only idle CPU time slices. As such, agent performance is throttled to ensure that a polling device cannot adversely impact the real-time Unified CCE application processes and cause a failure or impairment.
The blue lines denote the path of syslog events. Only the Loggers may generate syslog events. Syslog events are sent only to configured collectors. If no syslog collector is configured, the CW2KFeed process does not run and no syslog events are generated. The syslog feed can be quite verbose with more than 1,000 unique events possible depending on deployment model and optional components installed.
There are over 400 configured SNMP notifications for Unified ICM/Unified CCE.
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