Cisco CallManager Serviceability Administration Guide, Release 4.1(2) - Introduction [Cisco Unified Communications Manager (CallManager)]

Table Of Contents

Introduction

Cisco CallManager Serviceability

Remote Serviceability

CDR Analysis and Reporting

Using Hypertext Transfer Protocol over Secure Sockets Layer (HTTPS)

HTTPS Overview

Saving the Certificate to the Trusted Folder

Where to Find More Information

Introduction

This chapter provides an overview of Cisco CallManager Serviceability, remote serviceability, and CDR Analysis and Reporting. Administrators can use the Cisco CallManager Administration service tools to troubleshoot system problems. These tools include Serviceability, remote serviceability, and CDR Analysis and Reporting.

This chapter comprises the following topics:

•Cisco CallManager Serviceability

•Remote Serviceability

•CDR Analysis and Reporting

•Using Hypertext Transfer Protocol over Secure Sockets Layer (HTTPS)

•Where to Find More Information

Cisco CallManager Serviceability

This web-based tool, Serviceability, provides the following services:

•Alarms—Saves Cisco CallManager services alarms and events for troubleshooting and provides alarm message definitions.

•Trace—Saves Cisco CallManager services trace information to various log files for troubleshooting. Administrators can configure, collect, and analyze trace information.

•Real-Time Monitoring—Monitors real-time behavior of the components in a Cisco CallManager cluster.

•Service Activation—Views activation status of Cisco CallManager services. Administrators use Service Activation to activate and deactivate services.

•Control Center—Views status of Cisco CallManager services. Administrators use Control Center to start and stop services.

•IP Phone Problem Reports Viewer—Views IP phone problem reports that are generated by the Quality Report Tool (QRT).

Access Serviceability from the Cisco CallManager Administration window by choosing Applications from the menu bar. Installing the Cisco CallManager software automatically installs Serviceability and makes it available.

Remote Serviceability

Cisco Service Engineers (CSE) use the remote serviceability tools to supplement the management and administration of your Cisco CallManager system. Using these tools, CSEs gather system and debug information when remote troubleshooting or diagnostic help is needed.

With customer permission, technical support engineers log on to a Cisco CallManager server and get a desktop or shell that allows them to perform any function that could be done from a local logon session.

Remote serviceability supports numerous applications in the multihost and multiplatform Cisco IP Telephony Solutions environment. The tools can process and report on a vast collection of local or remote Cisco CallManager configuration data and system information.

Cisco CallManager supports the following capabilities for remote serviceability:

•Cisco Secure Telnet—Allows CSEs to log on to customer remote site to troubleshoot Cisco CallManager system.

•Show Command Line Interface—Allows CSEs to display Cisco CallManager system statistics on customer network.

•Microsoft Windows 2000 Performance Monitoring—Allows administrators to monitor performance of Cisco CallManager on local or remote installations.

•Message Translator for ISDN Trace—Allows CSEs to use Q931 Message Translator to debug ISDN Layer 3 protocol messages.

•CiscoWorks2000 Network Management System—Provides remote network management for a Cisco CallManager cluster.

•Path Analysis Interface—Traces connectivity between two specified points on a network and analyzes both physical and logical paths (Layer 2 and Layer 3) taken by packets flowing between those points.

•System Log Management—Provides a centralized system logging service for Cisco IP Telephony Solutions.

•SNMP Instrumentation—Enables administrators to remotely manage network performance, find and solve network problems, and plan for network growth.

•Cisco Discovery Protocol Support—Enables discovery of Cisco CallManager servers and management of those servers by CiscoWorks2000.

Related Topics

•CDR Analysis and Reporting

•Where to Find More Information

CDR Analysis and Reporting

The Cisco CallManager Serviceability reporting tool, CDR Analysis and Reporting (CAR) provides the following functions:

•Multiple levels of users—Administrators who can generate system reports, and configure system parameters; managers who can generate reports for users an departments; users who can generate individual billing reports.

•Generate user reports—User reports include individual bills, department bills, top N by charge, top N by duration, top N by number of calls, CTI port enabled, and Cisco IP phone services.

•Generate system reports—System reports include QoS detail, QoS summary, QoS by gateway, QoS by call types, traffic summary, traffic summary with extensions, system overview, and CDR error.

•Generate device reports—Device reports include gateway detail, gateway summary, gateway utilization, route group utilization, route list utilization, route pattern utilization, conference bridge utilization, and voice mail utilization.

•CDR search—Searches the CDR database to verify the details of a call helping to track the progress and quality of leg of a call.

•System configuration—Administrators configure system parameters, report scheduler, database options, and error and event logs.

•Report configuration—Administrators configure base rate and duration for calls, factoring options, QoS values, and automatic report generation/alert.

Related Topics

•Cisco CallManager Serviceability

•Where to Find More Information

Using Hypertext Transfer Protocol over Secure Sockets Layer (HTTPS)

This section contains information on the following topics:

•HTTPS Overview

•Saving the Certificate to the Trusted Folder

Note For additional information about HTTPS, refer to Cisco CallManager Security Guide.

HTTPS Overview

Hypertext Transfer Protocol over Secure Sockets Layer (SSL), which secures communication between the browser client and the IIS server, uses a certificate and a public key to encrypt the data that is transferred over the internet. HTTPS, which ensures the identity of the server, supports applications, such Cisco CallManager Serviceability. HTTPS also ensures that the user login password transports securely via the web.

The first time that you (or a user) accesses Cisco CallManager Administration or other Cisco CallManager SSL-enabled virtual directories after the Cisco CallManager 4.1 installation/upgrade, a Security Alert dialog box asks if you trust the server. When the dialog box displays, you must perform one of the following tasks:

•By clicking Yes, you choose to trust the certificate for the current web session only. If you trust the certificate for the current session only, the Security Alert dialog box displays each time that you access the application, that is, until you install the certificate in the trusted folder.

•By clicking View Certificate > Install Certificate, you intend to perform certificate installation tasks, so you always trust the certificate. If you install the certificate in the trusted folder, the Security Alert dialog box does not display each time that you access the web application.

•By clicking No, you cancel the action. No authentication occurs, and you cannot access the web application. To access the web application, you must click Yes or install the certificate via the View Certificate > Install Certificate options.

Note If you access the web application by using the hostname and install the certificate in the trusted folder and then try to access the application by using the localhost or IP address, the Security Alert dialog box displays to indicate that the name of the security certificate does not match the name of the site.

If you use the localhost, the IP address, or the hostname in the URL to access the application, you must save the certificate in the trusted folder for each type (localhost, IP address, and so on).

Note Https does not work for https-enabled applications when you browse into the application by using Netscape 4.79 and a hostname that contains an underscore (_). If the error message, The computer name <xxxx> contains one or more non-standard characters. Standard characters include letters (A-Z), digits (0-9), and hyphens (-). Using a nonstandard name will prevent others from finding the computer on the network, unless your network is using the Microsoft DNS Server. Do you want to use this nonstandard name?" displays, click No. This error occurs because the certificate that enables the https service uses the hostname as the subject name of the certificate; Netscape 4.79 considers the underscore in the subject name to be an invalid character, so https will not work. For https support, use Internet Explorer. To use Netscape 4.79 and the hostname to access the application, disable https, as described in Cisco CallManager Security Guide.

Related Topics

•Using Hypertext Transfer Protocol over Secure Sockets Layer (HTTPS)

•Saving the Certificate to the Trusted Folder

Saving the Certificate to the Trusted Folder

To save the CA Root certificate in the trusted folder so the Security Alert dialog box does not display each time that you access the web application, perform the following procedure:

Procedure

Step 1 Browse to the application on the IIS server.

Step 2 When the Security Alert dialog box displays, click View Certificate.

Step 3 In the Certificate pane, click Install Certificate.

Step 4 Click Next.

Step 5 Click the Place all certificates in the following store radio button; click Browse.

Step 6 Browse to Trusted Root Certification Authorities.

Step 7 Click Next.

Step 8 Click Finish.

Step 9 To install the certificate, click Yes.

A message states that the import was successful.Click OK.

Step 10 In the lower, right corner of the dialog box, click OK.

Step 11 To trust the certificate so you do not receive the dialog box again, click Yes.

Note If you use the localhost, the IP address, or the hostname in the URL to access Cisco CallManager Administration, you must save the certificate in the trusted folder for each of type (local host, IP address, and so on); otherwise, the Security Alert dialog box displays for each type.

Related Topics

•Using Hypertext Transfer Protocol over Secure Sockets Layer (HTTPS)

•HTTPS Overview

Where to Find More Information

•Cisco CallManager Administration Guide

•Cisco CallManager System Guide

•Cisco CallManager Serviceability System Guide

•Cisco CallManager Security Guide

•CiscoWorks2000 user documentation:

http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cw2000/index.htm

	Cisco CallManager Serviceability Administration Guide, Release 4.1(2)
	Introduction
Cisco CallManager Serviceability Administration Guide, Release 4.1(2) Preface Introduction Alarm Configuration Alarm Definitions Alarm Information Trace Configuration Trace Collection Configuration Trace Analysis Configuration Q.931 Translator TroubleShooting Trace Setting Configuration Service Activation Control Center Real-Time Monitoring Configuration QRT Viewer Serviceability Reports Archive Configuration CDR Analysis and Reporting CAR System Configuration CAR Report Configuration CAR User Reports Configuration CAR System Reports Configuration CAR Device Reports Configuration CDR Search Configuration Export CDR/CMR Records Configuration Microsoft Performance Bulk Trace Analysis Overview of CiscoWorks2000 Path Analysis Configuration System Log Management Configuration Cisco Discovery Protocol Support Configuration Cisco Secure Telnet Configuration Show Command Line Interface Simple Network Management Protocol Configuration Understanding CAR Reports Index	Download this chapter Introduction Download the complete book PDF of Entire Book (PDF - 5 MB) Feedback Table Of Contents Introduction Cisco CallManager Serviceability Remote Serviceability CDR Analysis and Reporting Using Hypertext Transfer Protocol over Secure Sockets Layer (HTTPS) HTTPS Overview Saving the Certificate to the Trusted Folder Where to Find More Information Introduction This chapter provides an overview of Cisco CallManager Serviceability, remote serviceability, and CDR Analysis and Reporting. Administrators can use the Cisco CallManager Administration service tools to troubleshoot system problems. These tools include Serviceability, remote serviceability, and CDR Analysis and Reporting. This chapter comprises the following topics: •Cisco CallManager Serviceability •Remote Serviceability •CDR Analysis and Reporting •Using Hypertext Transfer Protocol over Secure Sockets Layer (HTTPS) •Where to Find More Information Cisco CallManager Serviceability This web-based tool, Serviceability, provides the following services: •Alarms—Saves Cisco CallManager services alarms and events for troubleshooting and provides alarm message definitions. •Trace—Saves Cisco CallManager services trace information to various log files for troubleshooting. Administrators can configure, collect, and analyze trace information. •Real-Time Monitoring—Monitors real-time behavior of the components in a Cisco CallManager cluster. •Service Activation—Views activation status of Cisco CallManager services. Administrators use Service Activation to activate and deactivate services. •Control Center—Views status of Cisco CallManager services. Administrators use Control Center to start and stop services. •IP Phone Problem Reports Viewer—Views IP phone problem reports that are generated by the Quality Report Tool (QRT). Access Serviceability from the Cisco CallManager Administration window by choosing Applications from the menu bar. Installing the Cisco CallManager software automatically installs Serviceability and makes it available. Remote Serviceability Cisco Service Engineers (CSE) use the remote serviceability tools to supplement the management and administration of your Cisco CallManager system. Using these tools, CSEs gather system and debug information when remote troubleshooting or diagnostic help is needed. With customer permission, technical support engineers log on to a Cisco CallManager server and get a desktop or shell that allows them to perform any function that could be done from a local logon session. Remote serviceability supports numerous applications in the multihost and multiplatform Cisco IP Telephony Solutions environment. The tools can process and report on a vast collection of local or remote Cisco CallManager configuration data and system information. Cisco CallManager supports the following capabilities for remote serviceability: •Cisco Secure Telnet—Allows CSEs to log on to customer remote site to troubleshoot Cisco CallManager system. •Show Command Line Interface—Allows CSEs to display Cisco CallManager system statistics on customer network. •Microsoft Windows 2000 Performance Monitoring—Allows administrators to monitor performance of Cisco CallManager on local or remote installations. •Message Translator for ISDN Trace—Allows CSEs to use Q931 Message Translator to debug ISDN Layer 3 protocol messages. •CiscoWorks2000 Network Management System—Provides remote network management for a Cisco CallManager cluster. •Path Analysis Interface—Traces connectivity between two specified points on a network and analyzes both physical and logical paths (Layer 2 and Layer 3) taken by packets flowing between those points. •System Log Management—Provides a centralized system logging service for Cisco IP Telephony Solutions. •SNMP Instrumentation—Enables administrators to remotely manage network performance, find and solve network problems, and plan for network growth. •Cisco Discovery Protocol Support—Enables discovery of Cisco CallManager servers and management of those servers by CiscoWorks2000. Related Topics •CDR Analysis and Reporting •Where to Find More Information CDR Analysis and Reporting The Cisco CallManager Serviceability reporting tool, CDR Analysis and Reporting (CAR) provides the following functions: •Multiple levels of users—Administrators who can generate system reports, and configure system parameters; managers who can generate reports for users an departments; users who can generate individual billing reports. •Generate user reports—User reports include individual bills, department bills, top N by charge, top N by duration, top N by number of calls, CTI port enabled, and Cisco IP phone services. •Generate system reports—System reports include QoS detail, QoS summary, QoS by gateway, QoS by call types, traffic summary, traffic summary with extensions, system overview, and CDR error. •Generate device reports—Device reports include gateway detail, gateway summary, gateway utilization, route group utilization, route list utilization, route pattern utilization, conference bridge utilization, and voice mail utilization. •CDR search—Searches the CDR database to verify the details of a call helping to track the progress and quality of leg of a call. •System configuration—Administrators configure system parameters, report scheduler, database options, and error and event logs. •Report configuration—Administrators configure base rate and duration for calls, factoring options, QoS values, and automatic report generation/alert. Related Topics •Cisco CallManager Serviceability •Where to Find More Information Using Hypertext Transfer Protocol over Secure Sockets Layer (HTTPS) This section contains information on the following topics: •HTTPS Overview •Saving the Certificate to the Trusted Folder Note For additional information about HTTPS, refer to Cisco CallManager Security Guide. HTTPS Overview Hypertext Transfer Protocol over Secure Sockets Layer (SSL), which secures communication between the browser client and the IIS server, uses a certificate and a public key to encrypt the data that is transferred over the internet. HTTPS, which ensures the identity of the server, supports applications, such Cisco CallManager Serviceability. HTTPS also ensures that the user login password transports securely via the web. The first time that you (or a user) accesses Cisco CallManager Administration or other Cisco CallManager SSL-enabled virtual directories after the Cisco CallManager 4.1 installation/upgrade, a Security Alert dialog box asks if you trust the server. When the dialog box displays, you must perform one of the following tasks: •By clicking Yes, you choose to trust the certificate for the current web session only. If you trust the certificate for the current session only, the Security Alert dialog box displays each time that you access the application, that is, until you install the certificate in the trusted folder. •By clicking View Certificate > Install Certificate, you intend to perform certificate installation tasks, so you always trust the certificate. If you install the certificate in the trusted folder, the Security Alert dialog box does not display each time that you access the web application. •By clicking No, you cancel the action. No authentication occurs, and you cannot access the web application. To access the web application, you must click Yes or install the certificate via the View Certificate > Install Certificate options. Note If you access the web application by using the hostname and install the certificate in the trusted folder and then try to access the application by using the localhost or IP address, the Security Alert dialog box displays to indicate that the name of the security certificate does not match the name of the site. If you use the localhost, the IP address, or the hostname in the URL to access the application, you must save the certificate in the trusted folder for each type (localhost, IP address, and so on). Note Https does not work for https-enabled applications when you browse into the application by using Netscape 4.79 and a hostname that contains an underscore (_). If the error message, The computer name <xxxx> contains one or more non-standard characters. Standard characters include letters (A-Z), digits (0-9), and hyphens (-). Using a nonstandard name will prevent others from finding the computer on the network, unless your network is using the Microsoft DNS Server. Do you want to use this nonstandard name?" displays, click No. This error occurs because the certificate that enables the https service uses the hostname as the subject name of the certificate; Netscape 4.79 considers the underscore in the subject name to be an invalid character, so https will not work. For https support, use Internet Explorer. To use Netscape 4.79 and the hostname to access the application, disable https, as described in Cisco CallManager Security Guide. Related Topics •Using Hypertext Transfer Protocol over Secure Sockets Layer (HTTPS) •Saving the Certificate to the Trusted Folder Saving the Certificate to the Trusted Folder To save the CA Root certificate in the trusted folder so the Security Alert dialog box does not display each time that you access the web application, perform the following procedure: Procedure Step 1 Browse to the application on the IIS server. Step 2 When the Security Alert dialog box displays, click View Certificate. Step 3 In the Certificate pane, click Install Certificate. Step 4 Click Next. Step 5 Click the Place all certificates in the following store radio button; click Browse. Step 6 Browse to Trusted Root Certification Authorities. Step 7 Click Next. Step 8 Click Finish. Step 9 To install the certificate, click Yes. A message states that the import was successful.Click OK. Step 10 In the lower, right corner of the dialog box, click OK. Step 11 To trust the certificate so you do not receive the dialog box again, click Yes. Note If you use the localhost, the IP address, or the hostname in the URL to access Cisco CallManager Administration, you must save the certificate in the trusted folder for each of type (local host, IP address, and so on); otherwise, the Security Alert dialog box displays for each type. Related Topics •Using Hypertext Transfer Protocol over Secure Sockets Layer (HTTPS) •HTTPS Overview Where to Find More Information •Cisco CallManager Administration Guide •Cisco CallManager System Guide •Cisco CallManager Serviceability System Guide •Cisco CallManager Security Guide •CiscoWorks2000 user documentation: http://www.cisco.com/univercd/cc/td/doc/product/rtrmgmt/cw2000/index.htm
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