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Cisco CallManager Serviceability System Guide, Release 4.1(2)
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Preface
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Introduction
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Performance Objects and Counters
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Cisco CallManager Services
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Tools Overview
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Service Activation
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Control Center
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Alarms
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Trace
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Real-Time Monitoring Tool
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Quality Report Tool
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Serviceability Reports Archive
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Microsoft Performance
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Bulk Trace Analysis
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CDR Analysis and Reporting
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Remote Serviceability Overview
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Cisco Secure Telnet
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Show Command Line Interface
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Simple Network Management Protocol
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CiscoWorks2000
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Path Analysis
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System Log Management
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Cisco Discovery Protocol Support
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Cisco CallManager Performance Counters, RTMT, and CISCO-CCM-MIB
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Trace Examples
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Performance Objects and Counters
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Index
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FeedbackTable Of Contents
Obtaining Technical Assistance
Cisco Technical Support Website
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:
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Obtaining Technical Assistance
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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:
Provides an overview of the Cisco CallManager Serviceability program, remote serviceability programs, and reporting tools.
Provides an overview of the Cisco CallManager objects and counters used for serviceability.
Provides a brief description of the Cisco CallManager services such as CiscoTFTP, Cisco CTIManager, and Cisco CDR Insert.
Provides a brief description of the local and remote tools available to troubleshoot the Cisco CallManager system.
Provides an overview of the procedures for activating and deactivating Cisco CallManager services.
Provides overview of the procedures for starting and stopping Cisco CallManager services.
Provides an overview of alarms and alarm definitions.
Provides an overview and the procedures for configuring trace parameters, trace collection, and trace analysis.
Provides an overview of performance and device monitoring and alert notification.
Provides an overview of the tool used to generate IP phone problem reports.
Provides an overview of the Serviceability Reports Archive.
Provides information on Microsoft Windows 2000 Performance monitoring program used to monitor Cisco CallManager performance on local or remote installations.
Provides an overview of the tool used to create reports for large trace files.
Provides an overview of CDR Analysis and Reporting, a tool used to create user, system, device, and billing reports.
Provides an overview of the tools available to remotely troubleshoot a Cisco CallManager system.
Provides architecture and operation of the Cisco Secure Telnet system, including network topologies and configurations.
Provides information on the Cisco Show command line interface.
Provides information for using SNMP and the CiscoWorks2000 interface to troubleshoot and to perform diagnostics and network management tasks.
Provides overview of CiscoWorks2000 when used with Cisco CallManager to manage some of the remote serviceability features.
Provides information for setting up trace using CiscoWorks2000 Campus Manager.
Provides information for using system log management to diagnose and troubleshoot problems.
Provides overview of Cisco Discovery Protocol used to support Cisco CallManager installations.
"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.
Provides an example using Trace to solve a problem with the Cisco CallManager system.
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:
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Conventions
This document uses the following conventions:
Notes use the following conventions:
Note
Timesavers use the following conventions:
Timesaver
Tips use the following conventions:
Tip
Cautions use the following conventions:
Caution
Warnings use the following conventions:
Warning
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:
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:
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http://www.cisco.com/en/US/partner/ordering/index.shtml
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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 95134-9883We 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 2447For 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.
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http://www.cisco.com/go/marketplace/
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http://cisco.com/univercd/cc/td/doc/pcat/
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http://www.cisco.com/go/iqmagazine
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