Table Of Contents
Preface
Purpose
Audience
Organization
Related Documentation
Conventions
Obtaining Documentation
Cisco.com
Ordering Documentation
Documentation Feedback
Obtaining Technical Assistance
Cisco Technical Support Website
Submitting a Service Request
Definitions of Service Request Severity
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
•Documentation Feedback
•Obtaining Technical Assistance
•Obtaining Additional Publications and Information
Purpose
The Cisco CallManager Serviceability Administration 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 System 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 Administration 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
|
"Introduction"
|
Provides an overview of the Cisco CallManager Serviceability program, remote serviceability programs, and reporting tools.
|
"Alarm Configuration"
|
Provides procedures for configuring the Cisco CallManager alarm tool.
|
"Alarm Definitions"
|
Provides procedures for searching and editing the Cisco CallManager alarm definitions tool.
|
"Alarm Information"
|
Provides procedures for viewing the Cisco CallManager alarms in text and XML format.
|
"Trace Configuration"
|
Provides procedures for configuring the Cisco CallManager trace tool.
|
Chapter 6, "Trace Collection Configuration"
|
Provides procedures for configuring the Cisco CallManager trace collection tool.
|
"Trace Analysis Configuration"
|
Provides procedures for configuring the Cisco CallManager trace analysis tool.
|
Chapter 8, "Q.931 Translator"
|
Provides procedures for using the Q.931 translation tool.
|
"TroubleShooting Trace Setting Configuration"
|
Provides procedures for configuring the TroubleShooting Trace Setting tool.
|
"Service Activation"
|
Provides procedures for using the serviceability service activation tool to activate and deactivate Cisco CallManager services.
|
"Control Center"
|
Provides procedures for using the serviceability control center tool to start and stop Cisco CallManager services.
|
"Real-Time Monitoring Configuration"
|
Provides procedures for using the serviceability Real-Time Monitoring tool.
|
"QRT Viewer"
|
Provides procedures for using the IP Phone Problem Reports viewer.
|
"Serviceability Reports Archive Configuration"
|
Provides procedures for using the Serviceability Reports Archives.
|
"CDR Analysis and Reporting"
|
Provides the procedures for configuring the CDR Analysis and Reporting (CAR) CDR service parameters and logging in and out of CAR.
|
"CAR System Configuration"
|
Provides procedures for configuring the CAR system parameters, system scheduler, and system database.
|
"CAR Report Configuration"
|
Provides procedures for configuring the rating engine, quality of service, and automatic generation for CAR reports.
|
"CAR User Reports Configuration"
|
Provides procedures for configuring individual and department bills, CTI ports, and Cisco IP phone services for use with CAR user reports.
|
"CAR System Reports Configuration"
|
Provides procedures for configuring quality of service reports and parameters, traffic summary, system overview, and CDR errors for use with CAR system reports.
|
"CAR Device Reports Configuration"
|
Provides procedures for configuring CAR device reports for gateways, conference bridges, and voice-mail utilization.
|
"CDR Search Configuration"
|
Provides procedures for configuring CAR CDR Search for user extension and gateway.
|
"Export CDR/CMR Records Configuration"
|
Provides procedures for configuring Export CDR/CMR records.
|
"Microsoft Performance"
|
Provides procedures for using the Microsoft Performance program to monitor the performance of the Cisco CallManager system.
|
"Bulk Trace Analysis"
|
Provides procedures for using Bulk Trace Analysis to analyze large trace log files.
|
"Overview of CiscoWorks2000"
|
Provides information on how to remotely monitor the Cisco CallManager system using CiscoWorks2000.
|
"Path Analysis Configuration"
|
Provides information on setting up path analysis and call detail records logging.
|
"System Log Management Configuration"
|
Provides information for setting up the Syslog file for use with CiscoWorks2000.
|
"Cisco Discovery Protocol Support Configuration"
|
Provides general and procedural information for Cisco Discovery Protocol (CDP).
|
"Cisco Secure Telnet Configuration"
|
Provides general and procedural information for using Cisco Secure Telnet with the Cisco CallManager system.
|
"Show Command Line Interface"
|
Provides an overview of the Cisco Show command.
|
"Simple Network Management Protocol Configuration"
|
Provides procedures for setting the SNMP agent, setting the SNMP trap receiver, starting the SNMP agent, and updating the management information base (MIB) information.
|
"Understanding CAR Reports"
|
Provides information describing the results of all CAR reports.
|
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 System Guide
•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
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 documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain 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 at this URL:
http://www.cisco.com/univercd/home/home.htm
You can access the Cisco website at this URL:
http://www.cisco.com
You can access international Cisco websites at this URL:
http://www.cisco.com/public/countries_languages.shtml
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 Ordering tool:
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 send 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, Cisco Technical Support provides 24-hour-a-day, award-winning technical assistance. The Cisco Technical Support Website on Cisco.com features extensive online support resources. In addition, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not hold a valid Cisco service contract, contact your reseller.
Cisco Technical Support Website
The Cisco Technical Support Website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, 365 days a year at this URL:
http://www.cisco.com/techsupport
Access to all tools on the Cisco Technical Support Website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL:
http://tools.cisco.com/RPF/register/register.do
Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool automatically provides recommended solutions. If your issue is not resolved using the recommended resources, your service request will be assigned to a Cisco TAC engineer. The TAC Service Request Tool is located at this URL:
http://www.cisco.com/techsupport/servicerequest
For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco TAC engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly.
To open a service request 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 list of Cisco TAC contacts, go to this URL:
http://www.cisco.com/techsupport/contacts
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has established severity definitions.
Severity 1 (S1)—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.
Severity 2 (S2)—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.
Severity 3 (S3)—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.
Severity 4 (S4)—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.
•Cisco Marketplace provides a variety of Cisco books, reference guides, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL:
http://www.cisco.com/go/marketplace/
•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://cisco.com/univercd/cc/td/doc/pcat/
•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 at this URL:
http://www.ciscopress.com
•Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL:
http://www.cisco.com/packet
•iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue, streamline their business, and expand services. The publication identifies the challenges facing these companies and the technologies to help solve them, using real-world case studies and business strategies to help readers make sound technology investment decisions. 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/ipj
•World-class networking training is available from Cisco. You can view current offerings at this URL:
http://www.cisco.com/en/US/learning/index.html
Feedback
