Table Of Contents

Preface

Purpose

Audience

Organization

Related Documentation

Conventions

Obtaining Documentation

Cisco.com

Documentation CD-ROM

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco TAC Website

Opening a TAC Case

TAC Case Priority Definitions

Obtaining Additional Publications and Information

Preface

---

This preface describes the purpose, audience, organization, and conventions of this guide, and provides information on how to obtain related documentation.

The preface covers these topics:

•Purpose

•Audience

•Organization

•Related Documentation

•Conventions

•Obtaining Documentation

•Obtaining Technical Assistance

Purpose

The Cisco CallManager Serviceability System Guide provides information about the Cisco CallManager Serviceability program, remote serviceability tools, and the CDR Analysis and Reporting tool.

Use this book with the Cisco CallManager System Guide, the Cisco CallManager Administration Guide, and the Cisco CallManager Serviceability Administration Guide. All documents provide instructions for administering the Cisco CallManager program and include descriptions of procedural tasks that you complete using Cisco CallManager Administration.

Audience

The Cisco CallManager Serviceability System Guide provides information for network administrators responsible for managing and supporting the Cisco CallManager system. Network engineers, system administrators, or telecom engineers use this guide to learn about, and administer, remote serviceability features. This guide requires knowledge of telephony and IP networking technology.

Organization

The following table shows how this guide is organized:

Chapter	Description
Chapter 1, "Introduction"	Provides an overview of the Cisco CallManager Serviceability program, remote serviceability programs, and reporting tools.
Chapter 2, "Performance Objects and Counters"	Provides an overview of the Cisco CallManager objects and counters used for serviceability.
Chapter 3, "Cisco CallManager Services"	Provides a brief description of the Cisco CallManager services such as CiscoTFTP, Cisco CTIManager, and Cisco CDR Insert.
Chapter 4, "Tools Overview"	Provides a brief description of the local and remote tools available to troubleshoot the Cisco CallManager system.
Chapter 5, "Service Activation"	Provides an overview of the procedures for activating and deactivating Cisco CallManager services.
Chapter 6, "Control Center"	Provides overview of the procedures for starting and stopping Cisco CallManager services.
Chapter 7, "Alarms"	Provides an overview of alarms and alarm definitions.
Chapter 8, "Trace"	Provides an overview and the procedures for configuring trace parameters, trace collection, and trace analysis.
Chapter 9, "Real-Time Monitoring Tool"	Provides an overview of performance and device monitoring and alert notification.
Chapter 10, "Quality Report Tool"	Provides an overview of the tool used to generate IP phone problem reports.
Chapter 11, "Serviceability Reports Archive"	Provides an overview of the Serviceability Reports Archive.
Chapter 12, "Microsoft Performance"	Provides information on Microsoft Windows 2000 Performance monitoring program used to monitor Cisco CallManager performance on local or remote installations.
Chapter 13, "Bulk Trace Analysis"	Provides an overview of the tool used to create reports for large trace files.
Chapter 14, "CDR Analysis and Reporting"	Provides an overview of CDR Analysis and Reporting, a tool used to create user, system, device, and billing reports.
Chapter 15, "Remote Serviceability Overview"	Provides an overview of the tools available to remotely troubleshoot a Cisco CallManager system.
Chapter 16, "Cisco Secure Telnet"	Provides architecture and operation of the Cisco Secure Telnet system, including network topologies and configurations.
Chapter 17, "Show Command Line Interface"	Provides information on the Cisco Show command line interface.
Chapter 18, "Simple Network Management Protocol"	Provides information for using SNMP and the CiscoWorks2000 interface to troubleshoot and to perform diagnostics and network management tasks.
Chapter 19, "CiscoWorks2000"	Provides overview of CiscoWorks2000 when used with Cisco CallManager to manage some of the remote serviceability features.
Chapter 20, "Path Analysis"	Provides information for setting up trace using CiscoWorks2000 Campus Manager.
Chapter 21, "System Log Management"	Provides information for using system log management to diagnose and troubleshoot problems.
Chapter 22, "Cisco Discovery Protocol Support"	Provides overview of Cisco Discovery Protocol used to support Cisco CallManager installations.
Appendix A, "Cisco CallManager Performance Counters, RTMT, and CISCO-CCM-MIB"	Provides tables with related information about Cisco CallManager perfmon counters, the Real-Time Monitoring Tool, and CCM_SNMP_MIB.
Appendix B, "Trace Examples"	Provides an example using Trace to solve a problem with the Cisco CallManager system.
Appendix C, "Performance Objects and Counters"	Provides a complete list of performance objects and their associated counters.

Related Documentation

Refer to the following documents for further information about related Cisco IP telephony applications and products:

•Installing Cisco CallManager Release 3.3

•Release Notes for Cisco CallManager Release 3.3

•Cisco CallManager Administration Guide

•Cisco CallManager System Guide

•Cisco CallManager Serviceability Administration

•Hardware Configuration Guide for the Cisco Voice Gateway 200

•Software Configuration Guide for the Cisco Voice Gateway 200

•Cisco IP Phone 7900 Family Administration Guide

•Cisco IP Telephony Troubleshooting Guide for Cisco CallManager

•Cisco IP Telephony Network Design Guide

•Troubleshooting Guide for Cisco CallManager

Conventions

This document uses the following conventions:

Convention	Description
boldface font	Commands and keywords are in boldface.
italic font	Arguments for which you supply values are in italics.
[   ]	Elements in square brackets are optional.
{ x | y | z }	Alternative keywords are grouped in braces and separated by vertical bars.
[ x | y | z ]	Optional alternative keywords are grouped in brackets and separated by vertical bars.
string	A nonquoted set of characters. Do not use quotation marks around the string or the string will include the quotation marks.
screen font	Terminal sessions and information the system displays are in screen font.
boldface screen font	Information you must enter is in boldface screen font.
italic screen font	Arguments for which you supply values are in italic screen font.
	This pointer highlights an important line of text in an example.
^	The symbol ^ represents the key labeled Control—for example, the key combination ^D in a screen display means hold down the Control key while you press the D key.
<   >	Nonprinting characters, such as passwords, are in angle brackets.

Notes use the following conventions:

---

Note Means reader take note. Notes contain helpful suggestions or references to material not covered in the publication.

---

Timesavers use the following conventions:

---

Timesaver Means the described action saves time. You can save time by performing the action described in the paragraph.

---

Tips use the following conventions:

---

Tip Means the information contains useful tips.

---

Cautions use the following conventions:

---

Caution Means reader be careful. In this situation, you might do something that could result in equipment damage or loss of data.

---

Warnings use the following conventions:

---

Warning This warning symbol means danger. You are in a situation that could cause bodily injury. Before you work on any equipment, you must be aware of the hazards involved with electrical circuitry and familiar with standard practices for preventing accidents.

---

Obtaining Documentation

Cisco provides several ways to obtain documentation, technical assistance, and other technical resources. These sections explain how to obtain technical information from Cisco Systems.

Cisco.com

You can access the most current Cisco documentation on the World Wide Web at this URL:

http://www.cisco.com/univercd/home/home.htm

You can access the Cisco website at this URL:

http://www.cisco.com

International Cisco websites can be accessed from this URL:

http://www.cisco.com/public/countries_languages.shtml

Documentation CD-ROM

Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which may have shipped with your product. The Documentation CD-ROM is updated regularly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual or quarterly subscription.

Registered Cisco.com users can order a single Documentation CD-ROM (product number DOC-CONDOCCD=) through the Cisco Ordering tool:

http://www.cisco.com/en/US/partner/ordering/ordering_place_order_ordering_tool_launch.html

All users can order annual or quarterly subscriptions through the online Subscription Store:

http://www.cisco.com/go/subscription

Click Subscriptions & Promotional Materials in the left navigation bar.

Ordering Documentation

You can find instructions for ordering documentation at this URL:

http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm

You can order Cisco documentation in these ways:

•Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Networking Products MarketPlace:

http://www.cisco.com/en/US/partner/ordering/index.shtml

•Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

Documentation Feedback

You can submit e-mail comments about technical documentation to bug-doc@cisco.com.

You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:

Cisco Systems
Attn: Customer Document Ordering
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical Assistance

For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, the Cisco Technical Assistance Center (TAC) provides 24-hour-a-day, award-winning technical support services, online and over the phone. Cisco.com features the Cisco TAC website as an online starting point for technical assistance. If you do not hold a valid Cisco service contract, please contact your reseller.

Cisco TAC Website

The Cisco TAC website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The Cisco TAC website is available 24 hours a day, 365 days a year. The Cisco TAC website is located at this URL:

http://www.cisco.com/tac

Accessing all the tools on the Cisco TAC website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a login ID or password, register at this URL:

http://tools.cisco.com/RPF/register/register.do

Opening a TAC Case

Using the online TAC Case Open Tool is the fastest way to open P3 and P4 cases. (P3 and P4 cases are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Case Open Tool automatically recommends resources for an immediate solution. If your issue is not resolved using the recommended resources, your case will be assigned to a Cisco TAC engineer. The online TAC Case Open Tool is located at this URL:

http://www.cisco.com/tac/caseopen

For P1 or P2 cases (P1 and P2 cases are those in which your production network is down or severely degraded) or if you do not have Internet access, contact Cisco TAC by telephone. Cisco TAC engineers are assigned immediately to P1 and P2 cases to help keep your business operations running smoothly.

To open a case by telephone, use one of the following numbers:

Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
EMEA: +32 2 704 55 55
USA: 1 800 553-2447

For a complete listing of Cisco TAC contacts, go to this URL:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

TAC Case Priority Definitions

To ensure that all cases are reported in a standard format, Cisco has established case priority definitions.

Priority 1 (P1)—Your network is "down" or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

Priority 2 (P2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

Priority 3 (P3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

Priority 4 (P4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

•The Cisco Product Catalog describes the networking products offered by Cisco Systems, as well as ordering and customer support services. Access the Cisco Product Catalog at this URL:

http://www.cisco.com/en/US/products/products_catalog_links_launch.html

•Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press online at this URL:

http://www.ciscopress.com

•Packet magazine is the Cisco quarterly publication that provides the latest networking trends, technology breakthroughs, and Cisco products and solutions to help industry professionals get the most from their networking investment. Included are networking deployment and troubleshooting tips, configuration examples, customer case studies, tutorials and training, certification information, and links to numerous in-depth online resources. You can access Packet magazine at this URL:

http://www.cisco.com/packet

•iQ Magazine is the Cisco bimonthly publication that delivers the latest information about Internet business strategies for executives. You can access iQ Magazine at this URL:

http://www.cisco.com/go/iqmagazine

•Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

http://www.cisco.com/en/US/about/ac123/ac147/about_cisco_the_internet_protocol_journal.html

•Training—Cisco offers world-class networking training. Current offerings in network training are listed at this URL:

http://www.cisco.com/en/US/learning/index.html