Implementing Cisco Unified CallManager Part 2 (CIPT2) v5.0 Volume 2

CIPT2
Implementing Cisco
Unified CallManager
Part 2
Volume 2
Version 5.0
Student Guide
Editorial, Production, and Graphic Services: 10.04.06
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Table of Contents
Volume 2
Monitor and Manage IP Telephony
Overview
Objectives
Introducing Cisco Unified CallManager Serviceability

Overview
Objectives
Cisco Unified CallManager Serviceability Overview
Accessing Cisco Unified CallManager Serviceability
Cisco Unified CallManager ServiceabilityExpanded Menus Reference
Using HTTPS
HTTPS Certificate Operations
Verify Authenticity of the Received Cisco Unified CallManager Certificate
Install the Certificate
Service Activation
Service Activation
Control Center
Control Center: Controlling Feature Services
Summary
Monitoring Performance
Overview
Objectives
Cisco Unified CallManager RTMT Overview
Cisco Unified CallManager RTMT Server-Side Requirements
Cisco Alert Manager and Collector
Cisco AMC Service Parameters
Using Cisco Unified CallManager RTMT for the First Time
Launching Cisco Unified CallManager RTMT
Configuring E-Mail Notification
Cisco Unified CallManager RTMT Configuration Profiles
Creating New Cisco Unified CallManager RTMT Profiles
Selecting a Configuration Profile
Cisco Unified CallManager RTMT Performance Monitoring
Cisco Unified CallManager RTMT Predefined Report Categories
Cisco Unified CallManager RTMT Reports Example: DevicePhone Summary
Customized Cisco Unified CallManager RTMT Performance Reports
Cisco Unified CallManager RTMT Search Function: Device Search Example
Cisco Unified CallManager RTMT Alerts
Cisco Unified CallManager RTMT Alert Central
Alert Properties Configuration
Alert Central: Alert Example
Cisco Unified CallManager RTMT Active Alerts
Understanding Log Partition Monitoring
How Log Partition Monitoring Works
Setting Cisco LPM Thresholds
Setting Cisco LPM Alert Properties
Cisco Serviceability Reporter
Cisco Serviceability Reporter Configuration
Performance Protection Report
Performance Protection ReportCall Activity
Performance Protection ReportRegistered Devices
Performance Protection ReportSystem Resource Utilization
Performance Protection ReportDevice and Dial Plan Quantities
Performance Protection Report CSV Logs
Summary
3-1
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3-3
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3-55
3-56
3-57
3-58
3-59
3-60
Configuring Alarms and Traces

Overview
Objectives
Alarm Overview
Aim of Cisco Unified CallManager Serviceability Alarms
Alarm Event Levels
Alarm Configuration
Alarm Definitions Window
Alarm Information Window
Trace Overview
Types of Traces
SDI Trace
SDL Trace
Trace Configuration
Trace Configuration
Troubleshooting Trace Settings
Trace Collection
Cisco Unified CallManager RTMTTrace and Log Central
Cisco Unified CallManager RTMTCollect Files Procedure
Collect FilesStep 1: Choose Services and Applications
Collect FilesStep 2: Choose System Logs
Collect FilesStep 3: Choose Options
Collect FilesStep 4a: File Collection StatusTrace & Log Central
Collect FilesStep 4b: File Collection StatusJob Status
Cisco Unified CallManager RTMTSchedule Collection Procedure
Schedule CollectionStep 3: Choose Options
Viewing and Analyzing Traces
Cisco Unified CallManager RTMTRemote Browse Procedure
Remote BrowseStep 1: Choose Source
Remote BrowseStep 4: Query Status
Remote BrowseStep 5: Choose File to View
Remote BrowseStep 6: Open File in Viewer
Cisco Unified CallManager RTMTLocal Browse
Summary
ii
Implementing Cisco Unified CallManager Part 2 (CIPT2) v5.0
3-61
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2006 Cisco Systems, Inc.
Managing Call Accounting
3-93
Overview
3-93
Objectives
3-93
Call Accounting Overview
3-94
Call Analysis Components and Features
3-95
Cisco Unified CallManager CDR Services
3-96
Cisco Unified CallManager CAR Features
3-97
CDR Configuration
3-98
Service Parameter: Enable CDR
3-99
Activate Service: Cisco SOAP
3-100
CDR Management Configuration Overview
3-101
CDR ManagementGeneral Parameters
3-102
CDR ManagementBilling Application Server Parameters
3-103
Cisco Unified CallManager CAR Initial Configuration
3-104
Cisco Unified CallManager CAR Service Activation
3-106
Cisco Unified CallManager CAR Login
3-107
Cisco Unified CallManager CAR System ParametersMail Parameters
3-108
Cisco Unified CallManager CAR System ParametersDial Plan Configuration
3-109
Cisco Unified CallManager CAR System ParametersGateway Configuration and System
Preferences
3-111
Cisco Unified CallManager CAR Report ConfigRating Engine
3-112
Cisco Unified CallManager CAR Report ConfigDefine QoS
3-113
Cisco Unified CallManager CAR Database Management
3-114
CDR Load Configuration
3-115
Manual Database Purge
3-116
Reload All Call Detail Records
3-117
Automatic Database Purge
3-118
Cisco Unified CallManager CAR Automatic Reports
3-119
Automatic Report Generation Option Configuration
3-120
Scheduler Configuration for Automatic Reports
3-121
Cisco Unified CallManager CAR User Levels and Report Types
3-122
Cisco Unified CallManager CAR Report Types
3-123
Report and User Type Matrix
3-124
Cisco Unified CallManager CAR User Report Generation
3-125
User Report Example: View Report
3-126
User Report Example: Send Report
3-127
Summary
3-128
iii
Using Additional Management and Monitoring Tools
3-129
Overview
3-129
Objectives
3-129
SNMP Management
3-130
Cisco Unified Operations Manager Overview
3-131
SNMP Refresher
3-132
Cisco Unified CallManager Release 5.0 Supported MIBs
3-134
Cisco Unified CallManager Agent Activation
3-135
Other Agents Activation or Verification
3-136
SNMP Configuration
3-137
SNMP Submenus
3-138
Adding Notification Destinations for SNMPv1 and SNMPv2c
3-139
Adding SNMPv3 Users
3-140
Dependency Records
3-141
Enabling Dependency Records
3-142
Accessing Dependency Records
3-143
Dependency Records Summary
3-144
Cisco Unified CallManager Dialed Number Analyzer
3-145
Cisco Unified CallManager Dialed Number Analyzer Overview
3-146
Accessing Cisco Unified CallManager Dialed Number Analyzer
3-147
Cisco Unified CallManager Dialed Number AnalyzerAnalyzer Input
3-148
Cisco Unified CallManager Dialed Number AnalyzerExample for a Routed Call: Summary
View
3-149
Cisco Unified CallManager Dialed Number AnalyzerExample for a Routed Call: Detailed View
3-150
Cisco Unified CallManager Dialed Number AnalyzerExample for a Blocked Call: Summary
View
3-151
Cisco Unified CallManager Dialed Number AnalyzerExample for a Blocked Call: Detailed View
3-152
Quality Report Tool
3-153
User Interface Modes
3-154
Extended Menu Choices: Interview Mode
3-155
Extended Menu Choices: Silent Mode
3-156
QRT Configuration Steps
3-157
Viewing QRT Reports
3-158
Summary
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References
3-160
Module Summary
3-161
Module Self-Check
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Module Self-Check Answer Key
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iv
Module 3
Monitor and Manage IP

Telephony
Overview
To manage, maintain, and troubleshoot a Cisco Unified CallManager system, administrators
often need to analyze an enormous amount of data, various system behaviors, system
performance, and so on. To gather, handle, and analyze all these kinds of information,
administrators need efficient supporting tools.
This module describes several tools that are integrated into Cisco Unified CallManager that
help administrators to monitor, manage, and analyze Cisco Unified CallManager deployments.
Objectives
Upon completing this lesson, you will be able to classify and use system maintenance tools that
can be used in the Cisco Unified CallManager environment. This ability includes being able to
meet these objectives:
Classify Cisco Unified CallManager Serviceability tools to maintain your Cisco Unified
CallManager system
Use Cisco Unified CallManager RTMT to monitor devices, call activities, servers, and
services
Configure and use Cisco Unified CallManager Serviceability alarms and traces on Cisco
Unified CallManager systems for troubleshooting and maintenance
Configure Cisco Unified CallManager CAR to generate CDRs and reports
Use additional management and monitoring tools
3-2
Lesson 1
Introducing Cisco Unified

CallManager Serviceability
Overview
Telephony is one of the most critical services for modern businesses. It is necessary to
troubleshoot Cisco Unified CallManager installations as fast as possible to reduce the risk of
system outages. Administrators need tools to easily gather information about system behavior
and reestablish broken services.
This lesson introduces tools that allow administrators to manage Cisco Unified CallManager. It
gives an overview about Cisco Unified CallManager Serviceability functions and explains how
to manage Cisco Unified CallManager services.
Objectives
Upon completing this lesson, you will be able to classify and use system maintenance tools that
can be used in the Cisco Unified CallManager environment. This ability includes being able to
meet these objectives:
Identify the purpose of the major services that Cisco Unified CallManager Serviceability
provides
Explain how HTTPS provides secure remote communications to Cisco Unified

CallManager and saves the certificate to a trusted folder
Explain how to use the Service Activation window tools to enable and disable services
Explain how to use the Control Center to start and stop services
Cisco Unified CallManager Serviceability

Overview
This topic describes how to access Cisco Unified CallManager Serviceability and what
functions it provides for maintaining Cisco Unified CallManager clusters.
Cisco Unified CallManager

Serviceability Functions
Alarm configuration
Trace configuration
Service activation
Service control
CDR configuration
SNMP configuration
2006 Cisco Systems, Inc. All rights reserved.
Course acronym
CIPT2 v5.01-2
vx.x#-2
Cisco Unified CallManager Serviceability functions include these:
3-4
Alarm configuration: Allows the configuration of alarm levels and destinations
Trace configuration: Used to configure trace options for troubleshooting
Service management tools: Example of such tools include service activation and service
control
Call Detail Record (CDR) configuration: Allows controlling CDR disk space utilization
and sending CDR files to billing servers
Simple Network Management Protocol (SNMP) configuration: Allows a network

management system (NMS) to monitor Cisco Unified CallManager
Accessing Cisco Unified CallManager Serviceability

There are two ways to access Cisco Unified CallManager Serviceability.
Accessing Cisco Unified CallManager

Serviceability
https://server-name/ccmservice
Username is
CCMAdministrator.
Password is the
same as entered
during installation.
Or access from other administration pages using Navigation:
Course acronym
CIPT2 v5.01-3
vx.x#-3
The first way is to use Netscape 7.1 (or later) or Microsoft Internet Explorer 6.0 (or later) and
enter https://<Cisco Unified CallManager-server-name or IP address>/ccmservice/. The
second way is to move to Cisco Unified CallManager Serviceability from Cisco Unified
CallManager Administration by choosing Cisco CallManager Serviceability from the
Navigation drop-down menu on the upper right.
3-5
Cisco Unified CallManager ServiceabilityExpanded Menus

Reference
The Cisco Unified CallManager Serviceability page has several menus, each with items as
shown in the figure.

ServiceabilityExpanded Menus Reference
Course acronym
CIPT2 v5.01-4
vx.x#-4
The most important menu items are discussed in detail in separate topics of this course.
3-6
Using HTTPS
HTTPS secures communication between the browser on the client PC and web services such as
Cisco Unified CallManager Administration web pages.
HTTPS Overview
Secures communication
between browser and
web server:
Provides web server
authentication
Provides integrity of data
by using packet signatures
Provides privacy of data by
packet encryption
Active on all Cisco Unified
CallManager GUI pages
Course acronym
CIPT2 v5.01-5
vx.x#-5
HTTPS allows authentication of the web server and protects communication between the client
and the web server. All packets are signed to provide integrity, so the receiver has a guarantee
that the packets are authentic and have not been modified during transit. In addition, all packets
are encrypted to provide privacy, so that sensitive information can be sent over untrusted
networks. All Cisco Unified CallManager GUI pages use HTTPS only.
3-7

HTTPS uses certificates for web server authentication.

HTTPS uses certificates for web server authentication.
Certificates provide information about a device and are
signed by an issuer (CA).
Cisco Unified CallManager uses a self-signed certificate
by default.
Cisco Unified CallManager can optionally use a certificate
issued by a company CA or an external CA, such as VeriSign.
Course acronym
CIPT2 v5.01-6
vx.x#-6
Certificates provide information about a device and are signed by an issuer, the certification
authority (CA). By default, Cisco Unified CallManager uses a self-signed certificate, but it also
allows you to use a certificate issued by a company CA or even an external CA such as
VeriSign.
Cisco Unified CallManager certificates can be viewed and managed from Cisco IP Telephony
Platform Administration.
3-8
Verify Authenticity of the Received Cisco Unified CallManager

Certificate
When a user accesses Cisco Unified CallManager web pages for the first time after installation
or upgrade from a browser client, a Security Alert dialog box asks whether the user trusts the
presented certificate.
Verify Authenticity of the Received Cisco

Unified CallManager Certificate
YesTrust the certificate
one time
NoNo access to the
Administration pages
View CertificateStart
installing the certificate on
the client; Security Alert
dialog box not displayed
anymore
Course acronym
CIPT2 v5.01-7
vx.x#-7
When the dialog box appears, clicking the Yes, No, or View Certificate button results in these
actions:
Yes: Trust the certificate for the current web session only. The Security Alert dialog box is
displayed each time you access the application.
No: Cancel the action. No authentication occurs, and the user cannot access the Cisco
Unified CallManager Administration pages.
View Certificate: Start certificate installation tasks, so that the certificate is always trusted.
After you install the certificate, the Security Alert dialog box no longer appears when you
access the Cisco Unified CallManager Administration pages.
To install the certificate so that your browser remembers that this certificate is trusted, choose
the View Certificate option.
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Verify Authenticity of the Received Cisco

Unified CallManager Certificate (Cont.)
General certificate tab
shows:
Issued to and by whom
Duration of validity
In the Details tab,
the information can
be grouped:
All
Version 1 fields only
Extensions only
Properties only
Course acronym
CIPT2 v5.01-8
vx.x#-8
When you click the View Certificate button, the Security Alert dialog box appears and the
Certificate window opens. The General tab shows brief information about the certificate, such
as the issuer and the validation. For more detailed information, click the Details tab.
The table lists the certificate settings displayed when various options are chosen in the Show
drop-down list.
Certificate Settings
All
Version
Serial
number
Signature
algorithm
Serial
number
Signature
algorithm
Issuer
Issuer
Valid from
Valid from
Valid to
Valid to
Subject
Subject
Public key
Public key
Extensions Only
Version
3-10
Version 1 Fields
Only
Subject key
installer
Key usage
Critical
Extensions Only
Critical
extensions, if
any
Properties Only
Thumbprint
algorithm
Thumbprint
Enhanced
key usage
Subject key
installer
Key usage
Enhanced
key usage
Thumbprint
algorithm
Thumbprint
Note
If the communication path between the browser and the server is not trustworthy (for
instance, when using a public network), you should double-check the thumbprint of the
received certificate against the thumbprint of the certificate stored at your Cisco Unified
CallManager server. Only then can you be sure that you are communicating with the
authentic server and not with a rogue device that is spoofing the server.
The certificate that is stored at your Cisco Unified CallManager server can be viewed from
the command-line interface (CLI) or from Cisco IP Telephony Platform Administration.
However, from the browser where you view the certificate, you cannot use web pages
(because you will see the same security alert) and you should not use Secure Shell (SSH)
Protocol for CLI access because SSH security is also based on the server certificate. (You
will see a popup window at your SSH client that displays the thumbprint and asks if it is
trusted). Therefore, the thumbprint of the Cisco Unified CallManager certificate must be
checked using direct console access by somebody who has physical access to the server.
As a best practice, you should note the thumbprint of Cisco Unified CallManager certificates
after installation and then communicate them to all web page users so that they have them
available when they receive the security alert.
3-11

When you have verified that the received certificate can be trusted, you should install it in your
browser certificate store so that you will not see the security alert popup window again.

Verify the certificate
information.
Click Install Certificate.
A Certificate Import
window guides you.
Choose a certificate
store.
Course acronym
CIPT2 v5.01-9
vx.x#-9
The certificate can be trusted when the communication path between browser and server is
trusted or when you have verified the content of the certificate. To install the trusted certificate,
click Install Certificate on the General tab of the viewed certificate; the Certificate Import
Wizard opens. The wizard guides you through the installation of this certificate and asks you
where to store the certificate. Choose the preselected option Automatically Select the
Certificate Store and click Next. The wizard displays an overview with the selected certificate
store and the content. Click Finish; the wizard closes and a message shows that the import was
successful.
Click OK in the certificate window to close it. Click Yes in the Security Alert dialog box, and
the Cisco Unified CallManager Administration page opens. To test the certificate installation,
close the browser and access the Cisco Unified CallManager web pages again. If no Security
Alert dialog box opens, the installation was successful.
Note
3-12
If you are browsing to Cisco Unified CallManager Administration using the IP address and
not the host name, the Security Alert dialog box appears again, because the installed
certificate is based on the host name and not on the IP address. In this case, the security
alert will indicate that the subject of the certificate does not match the URL.
Service Activation
This topic describes how to activate and deactivate services on Cisco Unified CallManager.
Service Activation Procedure

To enable Cisco Unified CallManager Release 5.0
services, perform the following tasks:
Access Cisco Unified CallManager Serviceability.
Choose Tools > Service Activation.
Choose your server.
Enable the necessary services.
Course acronym
CIPT2 v5.01-10
vx.x#-10
Enabling services on Cisco Unified CallManager Release 5.0 requires these steps:
Step 1
Access Cisco Unified CallManager Serviceability.
Step 2
Choose Tools > Service Activation.
Step 3
Choose your server.
Step 4
Enable the necessary services.
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Service Activation
The Service Activation tool is a feature of Cisco Unified CallManager Serviceability.
Service Activation
Go to Service Activation.
Course acronym
CIPT2 v5.01-11
vx.x#-11
Choose Tools > Service Activation from Cisco Unified CallManager Serviceability to view
the Cisco Unified CallManager Service Activation page.
Note
3-14
Cisco Unified CallManager allows you to activate and deactivate only feature services; while
network services can be started, stopped, or restarted only by using the Control Center tool.
Service Activation (Cont.)
Choose the
appropriate
server.
Course acronym
CIPT2 v5.01-12
vx.x#-12
At the next window, choose the server on which the services should be activated or deactivated.
3-15
Service Activation (Cont.)
Refresh Page
Save and
Perform Settings
Reset to Default for

Single Server Operation
Select the services

that should be
activated.
Configured Status
Deselect the services

that should be
deactivated.
Course acronym
CIPT2 v5.01-13
vx.x#-13
When the specified server is chosen from the drop-down menu, the Server Activation page for
that server within the Cisco Unified CallManager cluster is displayed.
You may activate or deactivate as many services as you want at the same time. Some services
depend on other services. You will get a message telling you which services the service that
you are activating depends on, and you will then have to confirm that these services should also
be activated.
The table lists the available services and activation recommendations.
Available Services and Activation Recommendations
Service or Servlet Name
Activation Recommendation
CM Services
Cisco CallManager: A service that
provides call processing, signaling, and
call control functionality.
Choose Control Center > Network Services and ensure

that the Cisco Real-Time Information Server (RIS) data
collector service and Database Layer Monitor service are
running on the server.
Tip: Before you activate this service, verify that the Cisco
Unified CallManager is displayed in the Cisco Unified
CallManager Find/List window in Cisco Unified
CallManager Administration. If the server is not displayed,
add the Cisco Unified CallManager before you activate this
service. For information on how to add the Cisco Unified
CallManager, refer to the Cisco Unified CallManager
Administration Guide.
Cisco Tftp: Builds and serves files

consistent with TFTP, a simplified
version of FTP. Cisco TFTP serves
embedded component executable files,
ringer files, and device configuration
files.
3-16
If you have more than one server in the cluster, activate

this service on one server that is dedicated specifically to
the Cisco TFTP service. Configure Option 150 if you
activate this service on more than one server in the cluster.
CM Services, Cont.
Cisco Messaging Interface: Allows you
to connect a Simplified Message Desk
Interface (SMDI)-compliant external
voice-messaging system with Cisco
Unified CallManager.
Activate this service on only one server in the cluster. Do

not activate this service if you plan to use a Cisco Unity
voice-messaging system.
Cisco IP Voice Media Streaming App:

Provides voice media streaming
functionality for the Cisco Unified
CallManager for use with a media
termination point (MTP), conferencing,
music on hold (MOH), and annunciator.
The Cisco IP Voice Media Streaming
Application relays messages from the
Cisco Unified CallManager to the IP
voice media streaming driver, which
handles RTP streaming.
If you have more than one server in the cluster, activate on

one or two servers per cluster. You may activate it on a
server that is dedicated specifically to MOH. This service
requires that you activate Cisco TFTP on one server in the
cluster. Do not activate this service on the first node or on
any servers that run the Cisco CallManager service.
Cisco CTIManager: Contains the

computer telephony interface (CTI)
components that interface with
applications. With Cisco CTIManager,
applications can access the resources
and functionality of all Cisco Unified
CallManager devices in the cluster and
have improved failover capability.
Activate on each server to which Java Telephony

Application Programming Interface (JTAPI) or Telephony
Application Programming Interface (TAPI) applications will
connect. Cisco CTIManager activation requires that Cisco
Unified CallManager services also to be activated on the
server. See the Cisco Unified CallManager service in the
Cisco Unified CallManager Serviceability Administration
Guide for more information on Cisco CTIManager and
Cisco Unified CallManager services interaction.
Cisco Unified CallManager Attendant

Console Server: Provides centralized
services for Cisco WebAttendant and
Attendant Console clients and pilot
points. For Cisco WebAttendant and
Attendant Console clients, this service
provides call-control functionality, line
state information for any accessible line
within the Cisco Unified CallManager
domain, and caching of directory
information. For pilot points, this service
provides automatic redirection to
directory numbers that are listed in hunt
groups and fail over during a
Cisco Unified CallManager failure.
Activate this service on every server in the cluster that runs

the Cisco CallManager service.
Cisco Extension Mobility: Enables

extension mobility.
Activate this service on each server that the Cisco Unified

CallManager Extension Mobility application accesses.
Cisco Unified CallManager Cisco IP

Phone Services: Initializes the service
URLs for the Cisco IP phone services.
Activate this service on only one server (any server) in the

cluster.
Cisco Dialed Number Analyzer:

Provides the number analysis feature.
This service may consume a lot of resources, so activate

this service only on the node with the least amount of callprocessing activity or during off-peak hours.
Cisco Extension Mobility Application:

Adds extension mobility features.
The application automatically activates when Cisco Unified

CallManager Extension Mobility is activated.
Cisco DHCP Monitor Service: Monitors

IP address changes for IP phones in the
database tables. When a change is
detected, it modifies the /etc./dhcpd.conf
file and restarts the DHCPD daemon.
When the Cisco DHCP Monitor service is enabled, it

detects changes in the database that affect IP addresses
for the IP phones, modifies the /etc/dhcpd.conf file, and
stops and restarts the DHCP daemon (DHCPD) with the
updated configuration file. Activate this service on the
server that has DHCP enabled.
3-17
CTI Services
Cisco IP Manager Assistant: Enables
managers and their assistants to work
together more effectively. Cisco IP
Manager Assistant (IPMA) supports two
modes of operation: proxy line support
and shared line support.
If you are planning to use Cisco IPMA, activate this service

on any two servers (primary and backup) in the cluster.
Ensure that the Cisco CTIManager service is activated in
the cluster. Refer to the Cisco Unified CallManager
Features and Services Guide for other recommendations.
Cisco WebDialer Web Service:

Provides click-to-dial functionality. It
allows users in a Cisco Unified
CallManager cluster to initiate a call to
other users inside or outside the cluster
by using a web page or a desktop
application.
Activate this service on one server per cluster.
CDR Services
Cisco SOAP-CDROnDemand Service
You can activate the Cisco SOAP-CDROnDemand service

only on the first node, and it requires that the Cisco CDR
Repository Manager and Cisco CDR Agent services be
running on the same server.
Cisco CAR Scheduler: Allows you to

schedule Cisco Unified CallManager
CDR Analysis and Reporting (CAR)related tasks; for example, you can
schedule report generation or CDR file
loading into the Cisco Unified
CallManager CAR database.
You can activate the Cisco CAR Scheduler service only on

the first node, and it requires that the Cisco CDR
Repository and Cisco CDR Agent services be running on
the same server.
Cisco CAR Web Service: Loads the

user interface for Cisco Unified
CallManager CAR, a web-based
reporting application that generates
either comma-separated values (CSV)
or PDF reports by using CDR data.
You can activate the Cisco CAR Web Service only on the
first node, and it requires that the Cisco CAR Scheduler
service be activated and running on the server and that the
Cisco CDR Repository Manager also be running on the
same server.
Database and Admin Services

Cisco AXL Web Service: Allows you to
modify Cisco Unified CallManager
database entries and execute stored
procedures from Cisco AVVID clientbased applications that use AVVID XML
Layer (AXL).
Activate this service on the first node only. Failing to

activate this service results in the inability to update Cisco
Unified CallManager from Cisco Unified Communications
client-based applications that use AXL.
Cisco Bulk Provisioning Service:

Enables bulk provisioning functionality.
You can activate the Cisco Bulk Provisioning Service

(BPS) only on the first node. If you use the Cisco Unified
CallManager Bulk Administration Tool (BAT) to administer
phones and users, you must activate this service.
Performance and Monitoring Services
3-18
Cisco Serviceability Reporter:

Generates daily reports for specific
event categories.
Activate this service on only the first node.
Cisco CCM SNMP Service: Provides

SNMP access to Cisco Unified
CallManager provisioning and statistics
information.
If you use SNMP, activate this service on all servers in the

cluster.
Note: The service generates reports only on the first node

even if you activate the service on other nodes.
Security Services
Cisco CTL Provider: Allows you to
change the security mode for the cluster
from nonsecure to mixed mode.
Activate this service on all servers in the cluster.
Cisco Certificate Authority Proxy

Function (CAPF): Activates a number
of security features.
Activate this service on the first node only.
Directory Services
Cisco DirSync: Migrates the user data
from an external user database,
excluding passwords, to the Cisco
Unified CallManager database.
Activate this service on the first node only.
Backup and Restore Services

Cisco DRF Master: Enables the
administrator to schedule backups,
perform restores, view dependencies,
check status of jobs, and cancel jobs.
Activate this service on only one server (any server) in the

cluster.
3-19
Control Center
This topic describes how to control services on Cisco Unified CallManager.
Controlling Services Overview

Two groups of services
Feature services (all that are
visible in Service Activation)
Network services (additional
services that cannot be
activated or deactivated)
To control services (start, stop,
restart, or verify status) use Cisco
Unified CallManager Serviceability.
Choose Tools > Control
CenterFeature Services to
control feature services.
Choose Tools > Control
CenterNetwork Services to
control feature services.
Course acronym
CIPT2 v5.01-14
vx.x#-14
There are two types of services in Cisco Unified CallManager:
Feature services: Services are optional and can be selectively activated or deactivated by
an administrator using Cisco Unified CallManager Serviceability > Service Activation.
Cisco Unified CallManager Serviceability categorizes feature services into the following
groups: CM Services, CTI Services, CDR Services, Database and Admin Services,
Performance and Monitoring Services, Security Services, Directory Services, and Backup
and Restore Services. Examples of feature services are Cisco TFTP, Cisco IPMA, Cisco
WebDialer web service, Cisco CTL Provider, and Cisco Certificate Authority Proxy
Function (CAPF).
Network services: Services are not optional and cannot be activated or deactivated by an
administrator; they are controlled by the system itself. Cisco Unified CallManager
Serviceability categorizes network services into the following groups: Platform Services,
DB Services, CM Services, Performance and Monitoring Services, Service Activation,
SOAP Services, Backup and Restore Services, and CDR Services. Examples of network
services are Cisco Tomcat, MIB2 Agent, Cisco CDP Agent, and Cisco SOAP-Real-Time
Service APIs.
To control services, use the appropriate menu item in Cisco Unified CallManager
Serviceability:
3-20
Control CenterFeature Services: To start, stop, restart, or verify the status of feature
services
Control CenterNetwork Services: To start, stop, restart, or verify the status of network
services
Control Center: Controlling Feature Services

The figure shows how to access feature services in Cisco Unified CallManager Serviceability.
Control CenterControlling Feature

Services
Stop, Start, Restart

Selected Service
Select Service to
Start, Stop or Restart
Configured Status
Actual Status
Course acronym
CIPT2 v5.01-15
vx.x#-15
To start, stop, or restart a service, click the radio button in front of the service in the Service
Name column. Moreover, the Control Center allows you to verify the actual status and
configured status of a service.
The Control Center in Cisco Unified CallManager Serviceability allows you to view and
refresh the status of Cisco Unified CallManager services and to start, stop, and restart them for
a particular server in a cluster. Starting, stopping, or restarting a Cisco Unified CallManager
service causes all Cisco IP phones and gateways that are currently registered to that
Cisco Unified CallManager service to fail over to their secondary Cisco Unified CallManager
service. Devices and phones need to restart only if they cannot register with another
Cisco Unified CallManager service. Starting, stopping, or restarting a Cisco Unified
CallManager service causes other installed applications (such as Cisco Unified CallManager
Conference Bridge or Cisco Messaging Interface) that are homed to that
Cisco Unified CallManager to start and stop as well.
Note
Only services that are activated through the Service Activation window can be started,
stopped, or restarted on the Control CenterFeature Services window.
3-21
Summary
This topic summarizes the key points that were discussed in this lesson.
Summary
Cisco Unified CallManager Serviceability functions include
configuration of alarms, troubleshooting traces, and SNMP
settings and management of services.
HTTPS provides security when you are accessing all Cisco
Unified CallManager Administration pages.
Services are activated through the Service Activation page
within the Cisco Unified CallManager Serviceability.
Services can be verified, started, stopped and restarted
through the Control Center within Cisco Unified CallManager
Serviceability.
3-22
Course acronym
CIPT2 v5.01-16
vx.x#-16
Lesson 2
Monitoring Performance
Overview
Growing demands on telephony systems increase hardware usage on the system platform. If
those demands rise too much, they could cause system overloads. Telephony systems are
among those services that most directly affect businesses, and overloads that lead to system
outages could be extremely costly. Therefore, administrators must be able to monitor the
performance of the Cisco IP telephony infrastructure.
This lesson covers tools that are used to monitor Cisco Unified CallManager systems. Further,
this lesson describes Microsoft tools that are available on the Windows system, Cisco Unified
CallManager Real-Time Monitoring Tool (RTMT), and how they work together.
Objectives
Upon completing this lesson, you will be able to use Cisco Unified CallManager RTMT to
monitor devices, call activities, servers, and services. This ability includes being able to meet
these objectives:
Explain the major monitoring categories that Cisco Unified CallManager RTMT provides
Install Cisco Unified CallManager RTMT, activate services, and configure e-mail
notification
Use the default Cisco Unified CallManager RTMT configuration and create customized
configuration profiles
Monitor the performance of Cisco Unified CallManager by choosing the counters for any
object by using Cisco Unified CallManager RTMT
Describe and use preconfigured and custom alerts
Describe the log partition and the need to monitor its usage level
Use Serviceability Reporter features to view trend-analysis reports
Cisco Unified CallManager RTMT Overview

This topic gives an overview of Cisco Unified CallManager RTMT.
Cisco Unified CallManager Real-Time

Monitoring Tool Overview
Java-based
stand-alone tool
Uses performance counters
to monitor behavior of
in real time
Allows collection and
analysis of trace and log
files.
Supports personalized
profiles
Can generate e-mail alerts
and reports
CIPT2 v5.01-2
With Cisco Unified CallManager RTMT, the Cisco Unified CallManager Serviceability tool
provides a client-side stand-alone Java plug-in that monitors real-time behavior of the
components in a Cisco Unified CallManager cluster. Cisco Unified CallManager RTMT
monitors a set of management objects by continuously updating Cisco Unified CallManager
counter values.
It can generate various alerts in the form of e-mails for values that exceed or fail to reach userconfigured thresholds. Cisco Unified CallManager RTMT can be used to collect and analyze
trace and log files.
3-24
Cisco Unified CallManager RTMT Server-Side Requirements

Cisco Unified CallManager RTMT relies on the Cisco Alert Manager and Collector (AMC)
service.
Cisco Unified CallManager RTMT

Server-Side Requirements
Cisco Unified CallManager RTMT relies on the Cisco AMC
service to retrieve real-time information that exists on nodes
in the cluster.
The Cisco AMC service consists of two components:
an Alert Manager and an Alert Collector
The Alert Manager logs alert histories into log files.
The Alert Collector logs preconfigured monitoring object
information.
The service is automatically installed and activated on all
nodes in the cluster (network service).
CIPT2 v5.01-3
The Cisco AMC service is a network service. As such, it is automatically activated on all nodes
in the cluster. Cisco AMC is a server-based Performance Monitor (Perfmon) collection service
that starts automatically after the installation and allows Cisco Unified CallManager RTMT to
monitor and retrieve operating system and Cisco Unified CallManager real-time information on
nodes in the cluster.
3-25
Cisco Alert Manager and Collector

Cisco Unified CallManager RTMT uses the Cisco AMC service to retrieve real-time
information from nodes in the cluster.
Alert Manager and Collector

Subsequent Node
First Node
AMC (Primary)
Subsequent
Node
AMC (Backup)
Subsequent
Node
AMC
AMC
1.
2.
The Cisco AMC service is automatically activated on each node in the cluster.
Each AMC server collects specified data.
3.
4.
The primary AMC server aggregates cluster data from each local AMC.
The primary AMC server does logging and alerting.
5.
If the primary AMC server fails, the backup AMC server will carry on the task;
any AMC in a cluster can be configured as a backup AMC.
CIPT2 v5.01-4
The Cisco AMC service consists of two components: an Alert Manager and an Alert Collector.
The Alert Collector component is installed automatically with Cisco Unified CallManager and
logs preconfigured monitoring object information, while Alert Manager, also automatically
installed, logs alert histories into log files.
When you configure the Cisco AMC service, you designate a primary and (optionally) a
backup AMC server.
3-26
Cisco AMC Service Parameters

The Cisco AMC service parameters allow you to configure the primary and failover data
collector, polling rate, and other parameters.
AMC Service Parameters

Menu path: Cisco Unified CallManager Administration > System >
Service Parameters > Select Server > Cisco AMC Service
Configure
primary and
(optionally)
backup data
collector
Configure a primary collector and optionally a failover collector.

CIPT2 v5.01-5
Choose System > Service Parameters in Cisco Unified CallManager Administration. Then,
choose the server and the Cisco AMC service.
3-27
Using Cisco Unified CallManager RTMT for the

First Time
This topic describes the necessary steps before using Cisco Unified CallManager RTMT for the
first time.
Cisco Unified CallManager RTMT Client

Download
New screen
Downloads for Windows and Linux clients.
If you have a previously installed Cisco Unified CallManager RTMT
client for Cisco Unified CallManager on Windows, install Cisco
Unified CallManager RTMT for 5.0 in a different folder.
CIPT2 v5.01-6
To install the Cisco Unified CallManager RTMT client, from Cisco Unified CallManager
Administration, choose Application > Plugins. Click the Find button. Click the Download
link (located on the right) for the Cisco Unified CallManager RTMT client that you want to
download (Windows or Linux). After you download the executable to your preferred location,
double-click the Cisco Unified CallManager RTMT icon that appears on the desktop or
locate the directory where you downloaded the file and run the Cisco Unified CallManager
RTMT installation wizard.
If you have previously installed Cisco Unified CallManager RTMT for use with a Cisco
Unified CallManager server of an earlier release than 5.0, you must install Cisco Unified
CallManager RTMT for Cisco Unified CallManager Release 5.0 in a different folder on your
local computer.
3-28
Launching Cisco Unified CallManager RTMT

To launch Cisco Unified CallManager RTMT, double-click the Cisco Unified CallManager
RTMT icon from your desktop.
Launching Cisco Unified

CallManager RTMT
IP Address
of System
Where Cisco
Unified
CallManager
RTMT Is
Installed
Connect
Using HTTPS
Same as the
One That You
Used When
Installing
Cisco Unified
CallManager
Download
Certificate
CIPT2 v5.01-7
The Real-Time Monitoring Tool Login window appears:

Step 1
In the Host IP Address field, enter either the IP address or host name of the system
where Cisco Unified CallManager RTMT is installed.
Step 2
In the User Name field, enter the CCMAdministrator application user username (if
the field is not prepopulated).
Step 3
In the Password field, enter the CCMAdministrator application user password that
you established for the username.
Step 4
Enter the port that the application will use to listen to the server. The default setting
is 8443. Normally, you only need to change the default port if it conflicts with
another port.
Step 5
To connect to the server that has HTTPS enabled, check the Secure Connection
check box.
Add the certificate to the certificate store by clicking Yes, or click View Certificate to view
details of the certificate.
3-29

After you add the certificate to the certificate store, Cisco Unified CallManager RTMT
launches, and you can configure the mail server properties.
Configure the mail

server for e-mail
alerts at first launch
or later from within
Cisco Unified
CallManager RTMT
(Tools > Alert).
IP Address or
Host Name of
Mail Server
Recipients
That Should
Receive E-Mail
Notification
Message
CIPT2 v5.01-8
Specify the IP address of the mail server port used for mail (defaults to TCP port 25 for Simple
Mail Transfer Protocol [SMTP]), default recipients, and a default message for the e-mail alert.
You can also configure the same mail properties later from Cisco Unified CallManager RTMT
(click Tools > Alert > Config Email Server).
3-30
Cisco Unified CallManager RTMT Configuration

Profiles
This topic describes how to use configuration profiles in Cisco Unified CallManager RTMT.
Real-Time Monitoring Configuration

Profiles
Configuration profiles allow
you to save monitoring
configurations that are
used several times.
When starting Cisco Unified
CallManager RTMT, you are
always asked to select a
configuration profile.
By default, only one
configuration profile
exists (CM-Default).
CIPT2 v5.01-9
Cisco Unified CallManager RTMT allows you to save monitoring configurations so that they
do not need to be recreated every time you start Cisco Unified CallManager RTMT. When you
start Cisco Unified CallManager RTMT, you can select the desired profile.
When you initially load Cisco Unified CallManager RTMT, the system includes a default
profile that is called CM-Default. The first time that you use Cisco Unified CallManager
RTMT, it will use the CM-Default profile and display the summary page in the monitor pane.
CM-Default monitors all registered phones dynamically in all the Cisco Unified CallManager
nodes. If your cluster includes five nodes configured with Cisco Unified CallManager,
CM-Default displays all registered phones for each node in a Cisco Unified CallManager
cluster, as well as calls in progress and active gateway ports and channels.
3-31
Creating New Cisco Unified CallManager RTMT Profiles

To create a new configuration profile, you first have to configure your current view the way in
which you want it to be stored as a configuration profile.
Creating New Cisco Unified CallManager

RTMT Profiles
Customize your Cisco
Unified CallManager RTMT
view as desired.
Save the current view as an
RTMT configuration profile
(System > Profile > Save).
The configuration profile is
then saved for later use.
CIPT2 v5.01-10
To save the current view as a configuration profile, choose System > Profile > Save. You will
be prompted to enter a name and a description for your profile.
Note
3-32
Details about available views and instructions on how to customize views by adding
individual counters in Cisco Unified CallManager RTMT are provided in the following topics.

Whenever you start Cisco Unified CallManager RTMT, you are prompted to select a
configuration profile.

You are asked to select a
profile when Cisco Unified
CallManager RTMT is started.
You can select a configuration
profile at any time using
the GUI.
To switch to a configuration
profile, choose System >
Profile, select the profile, and
click Restore.
CIPT2 v5.01-11
You can also switch to a saved configuration profile at any time while using Cisco Unified
CallManager RTMT, using a menu item. To do so, choose System > Profile and you will get
the same window that you see when starting Cisco Unified CallManager RTMT, where you can
select the configuration profile you want to use.
3-33
Cisco Unified CallManager RTMT Performance

Monitoring
This topic describes how to use Cisco Unified CallManager RTMT for performance
monitoring.

Performance Monitoring
RTMT provides real-time
access to several
counters.
Predefined report
categories are available.
Reports (views) can be
customized.
Search function is
supported for devices
and CTI.
CIPT2 v5.01-12
Cisco Unified CallManager RTMT provides real-time access to several counters that allow you
monitor the performance of the system. Several predefined report categories are available, but
you can also create customized reports where you can add counters as desired. Cisco Unified
CallManager RTMT includes search functions for devices and computer telephony integration
(CTI) users, simplifying the creation of reports for a specific device.
3-34
Cisco Unified CallManager RTMT Predefined Report Categories

The figure shows all predefined report categories that are available in Cisco Unified
CallManager RTMT.

Predefined Report Categories
These predefined report categories exist in Cisco
Unified CallManager RTMT:
CIPT2 v5.01-13
As shown in the figure, predefined report categories are organized into six categories:
Summary: Consists of one report that provides a quick report about the system. The
counters displayed in this report are virtual memory and CPU usage, registered phones,
calls in progress, and active gateways, ports, and channels. This view is accessible in the
menu by clicking Monitor > View.
Server: Includes separated reports for hardware performance counters (CPU, RAM, disk
usage) and information about processes and services.
Call Process: Includes several reports about call processing activities, such as general call
activity and gateway and trunk or session initiation protocol (SIP) activities.
Service: Includes reports about TFTP and database services.
Device: Includes a device report and a phone summary report.
CTI: Consists of a single report about CTI manager activities.
3-35
Cisco Unified CallManager RTMT Reports Example: Device

Phone Summary
The figure illustrates the steps that are required to select the Cisco Unified CallManager RTMT
phone summary report.
Cisco Unified CallManager RTMT Reports

Example: DevicePhone Summary
2 Click Device.
3 Click Phone
Summary.
1 Click View.
View of Current
Counter Values
Historical View of
Phone Counters
CIPT2 v5.01-14
These steps are as follows:

Step 1
At the Cisco Unified CallManager RTMT window, click View at the bottom left
corner of the screen.
Step 2
Click Device in the list of report categories (located on the left).
Step 3
Click Phone Summary in the list of device reports.
You will see the counters (Registered Phones, Registered SIP Phones, Registered SCCP
Phones, Partially Registered, and Failed Registration Attempts) in a historical view updated
every 30 seconds in the upper area of the report and the current value per counter in a separate
area below.
3-36
Customized Cisco Unified CallManager RTMT Performance

Reports
The figure illustrates the steps that are required to generate a customized report in Cisco
Unified CallManager RTMT.
Customized Cisco Unified CallManager

RTMT Performance Reports
3
View of Selected
Counters
Browse
counters.
Closed Group
Opened Group
Select
Performance.
1 Click View tab.
Double-click
counter to add it
to view.
CIPT2 v5.01-15
These are the steps:

Step 1
Step 2
Click Performance in the list of report categories (located on the left).
Step 3
Click Performance in the list of performance reports (the only one available). An
additional area with a list of all available performance counters will be displayed
(organized in groups). Navigate in this view to locate the counters that you want to
include in your customized report.
Step 4
To add a counter to the view, double-click the counter.
Note
You can save the generated custom view as a configuration profile by choosing System >
Profile > Save.
3-37
Cisco Unified CallManager RTMT Search Function: Device

Search Example
If you want to generate a report about a specific device, you can use the device search function
of Cisco Unified CallManager RTMT.
Cisco Unified CallManager RTMT Search

Function: Device Search Example
Enter selection
critera.
critera
3
1
4
2
6 View gets populated.
CIPT2 v5.01-16
To create a view for a specific device or devices, follow these steps:

Step 1
Step 2
Click Device in the list of report categories (located on the left).
Step 3
Click Device Search in the list of device reports. An additional area with a list of
device categories, such as phone or gateway, will appear. Double-click the desired
device category. The example in the figure shows a search for phones.
Step 4
The Select Phone to Monitor window will pop up, where you can choose the device
model of the phones to monitor. Click Next after you have made your selection.
Step 5
Then you will be prompted for the device status of the phones that you want to
monitor.
Step 6
Click Finish after you have selected the status, and the view is populated with the
results of your search.
Note
3-38
Search options vary depending on the selected device category.
Cisco Unified CallManager RTMT Alerts

This topic describes how to use Cisco Unified CallManager RTMT alerts.

Alert Central Overview
Cisco Unified CallManager RTMT can watch for more than
30 events (alerts):
Simple events such as services down
Counters outside safe range
Alert actions:
Alerts are always displayed in Cisco Unified
CallManager RTMT application window.
Alerts can generate e-mail messages.
For some alerts, traces can be downloaded to an SFTP
server.
CIPT2 v5.01-17
Cisco Unified CallManager RTMT not only displays performance reports based on counters
but can also watch for critical events. These can be simple events such as services being down
or events that are caused by a counter that is outside a safe range (for instance, too-high CPU or
disk usage). Cisco Unified CallManager RTMT can be configured to generate alerts in such
cases.
Alerts are displayed in the Cisco Unified CallManager RTMT window and can generate e-mail
messages. Some alerts can generate traces and download them to a Secure FTP (SFTP) server.
3-39

Alert Central Overview (Cont.)
Configurable alert properties:
Enabled or disabled
Severity
Servers to be watched
Threshold (where applicable)
Minimum duration of alert condition
Frequency of alert action: per poll or throttled to certain
rate (alerts per time period)
Schedule (time of day to watch for alert)
Alert action: e-mail recipients, trace download to SFTP
server (for some alerts only)
CIPT2 v5.01-18
Cisco Unified CallManager RTMT offers more than 30 alerts, which are configurable with the
options shown in the figure.
Note
3-40
Some alerts do not allow the configuration of a threshold (applies to simple alerts that have
only on and off states). Further, the alert action trace download is available only to a few
alerts.
Cisco Unified CallManager RTMT Alert Central

Alerts are configured and monitored using the Cisco Unified CallManager RTMT Alert
Central.
Cisco Unified CallManager RTMT Alert

Central
2
Click Alert
category.
See Alert Status
3
Click Alert Central
subcategory.
Click Tools tab.
See Alert History
CIPT2 v5.01-19
To access the Cisco Unified CallManager RTMT Alert Central, complete the following steps:
Step 1
At the Cisco Unified CallManager RTMT window, click Tools at the bottom left
Step 2
Click Alert from the list of tools (located on the left).
Step 3
Click Alert Central from the list of alert tools (it is the only choice). You will see
the list of possible alerts and their status.
3-41

To configure alert properties, follow the steps as shown in the figure.

3
Enable or disable
alert.
Right-click the alert.
Choose Set Alert

Properties.
Set the severity.
Enable or disable
alerts per server.
Click Next.
CIPT2 v5.01-20
3-42
Step 1
Right-click the alert that you want to configure. In this example, the
CriticalServiceDown alert was chosen.
Step 2
From the displayed menu, choose Set Alert Properties.
Step 3
In the Alert Properties window, check or uncheck the Enable Alert check box, as
desired.
Step 4
Set the alert severity.
Step 5
In the list of servers, check or uncheck the Enable check box, as desired, for each
server of the list.
Step 6
Click Next to get to the next window.
Alert Properties Configuration (Cont.)
Set the threshold
7 (not applicable to
10 Set frequency.
this alert).
8
Set duration.
11
9
Set schedule
12
Click Next.
Click Next.
CIPT2 v5.01-21
Step 7
In the Alert Properties: Threshold & Duration window, configure the alert threshold
or thresholds.
Step 8
Set the minimum duration for the alert condition to activate the alert.
Note
This setting allows ignoring short-time alert conditions.
Step 9
Step 10
In the Alert Properties: Frequency & Schedule window, set the alert frequency.
Note
Step 11
Note
Step 12
This setting allows throttling of the alert action. You can limit the number of alert actions per
a number of minutes to reduce too high a number of alert actions in case of a long-term alert
condition.
Set the schedule.

The schedule allows you to specify the daily time when Cisco Unified CallManager RTMT
Alert Central should watch for the alert. If the alert condition is met outside the configured
schedule, no alert action takes place.
3-43
Alert Properties Configuration (Cont.)

13
Enable e-mail.
14
Set alert action

(e-mail recipient
list).
4) Set frequency.
16 Click Next
15
Enter user-defined
text for e-mail.
17
Allows Editing
of Alert Actions
(Configuration
of E-Mail
Recipient Lists)
Enable trace
downloads and
set limit
(applicable only
to few alerts).
18
Set SFTP
server details.
Step 13
In the Alert Properties: Email Notification window, enable or disable e-mail

notification by checking or unchecking the appropriate check box.
Step 14
Select the alert action from the Trigger Alert Action menu.
Note
The only alert action that can be selected here is the name of an e-mail recipient group.
These groups can be configured by clicking the Configure button next to the Trigger Alert
Action menu.
Step 15
Enter the user-defined text for e-mail text in the corresponding window.
Step 16
Step 17
In the Alert Properties: Trace Download window, enable or disable downloading of

traces to an SFTP server and limit the number of downloads per a number of
minutes.
Step 18
When you check the Enable Trace Download check box, a window pops up, where
you have to set the SFTP server options. Enter the server options, then click Test
Connection. If the test is successful, the window disappears and you are returned to
the Alert Properties: Trace Download window. Click Activate to finish the alert
properties configuration.
Note
3-44
CIPT2 v5.01-22
The SFTP server options that you need to configure are host IP address, username,
password, port, and download directory path.

The figure shows the Alert Central window with two alerts that are not in the safe range.
Active alerts are

shown in red.
Last alerts are
shown in alert
history.
Icon indicates that

there are alerts.
CIPT2 v5.01-23
Active alerts are shown in red in the alert list. In addition, you can see the alert history below,
showing the latest alerts. An icon in the bottom right corner of the screen also indicates that
there are active alerts.
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Cisco Unified CallManager RTMT Active Alerts

The red alert icon is always shown in the bottom right corner of the screen, regardless of the
page that is currently being viewed.

Active Alerts
Red alert icon is also shown if pages other than the Alert Central
page are viewed.
Double-clicking the red icon produces a popup window
CIPT2 v5.01-24
When you double-click the alert icon, a window pops up, telling you which alert is active and
when it was triggered. You can view details about the alert by clicking OK, or you can close
the window by clicking Cancel.
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Understanding Log Partition Monitoring

This topic describes how to monitor the disk usage of the log partition on a single server or all
servers in the cluster.
Log Partition Monitoring

Is a background process that monitors the disk utilization of
the /common (Log) partition
Purges files in the log partition to free disk space
if the partition is running out of space
Uses a high-water mark and low-water mark to set limits:
High-water mark indicates the maximum allowable limit
after which files are deleted
Low-water mark indicates warning conditionuser should
consider offloading files and deleting them from the server
Runs without any user intervention:
Relies on the Cisco Log Partition Monitoring Tool service,
which is installed and automatically started when you
install Cisco Unified CallManager
CIPT2 v5.01-25
The Cisco Log Partition Monitoring (LPM) Tool is installed automatically with Cisco Unified
CallManager. It uses configurable thresholds to monitor the disk usage of the log partition on a
single server or all servers in the cluster. When the threshold exceeds a certain level, log files
are purged.
Log partition monitoring relies on the Cisco LPM Tool service, which is a network service that
you can start and stop in the Control CenterNetwork Services window. When you install
Cisco Unified CallManager, this service starts automatically. Stopping the service causes a loss
of feature functionality.
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When Cisco LPM starts at system startup, the system checks the current disk space utilization.

2 Utilization > LWM
Generate alarm and alert.
1 Utilization <
LWM
3 Utilization > HWM

Generate alarm
and alert and purge
files.
90%
HWM
90%
HWM
90%
80%
LWM
80%
LWM
80%
HWM
91%
LWM
81%
70%
4 Keep purging files until

utilization < LWM.
5 Continue utilization check

every 5 minutes.
90%
HWM
90%
HWM
80%
LWM
80%
LWM
79%
79%
CIPT2 v5.01-26
If the percentage of disk usage is above the low-water mark (LWM in the figure), but less than
the high-water mark (HWM), the system sends an alarm message to syslog and generates a
corresponding alert in Cisco Unified CallManager RTMT Alert Central.
To offload the log files and regain disk space on the server, you should collect the traces that
you are interested in saving by using Cisco Unified CallManager RTMT.
If the percentage of disk usage is above the high-water mark that you configured, the system
sends an alarm message to syslog, generates a corresponding alert in Cisco Unified
CallManager RTMT Alert Central, and automatically purges log files until the value reaches
the low-water mark.
You can configure these information parameters in Alert Central in Cisco Unified CallManager
RTMT:
LogPartitionLowWaterMarkExceeded: The disk space utilization level at which log

partition monitoring stops purging log files; the level ranges from 10 to 90 percent, the
default is 80 percent, and the value must be lower than the high-water mark.
LogPartitionHighWaterMarkExceeded: The disk space utilization level at which log

partition monitoring starts purging log files; the level ranges from 15 to 95 percent, and the
default is 90 percent.
Log partition monitoring automatically identifies the active partition. If there are log files in the
log partition directory in the inactive partition, the system deletes those files first. If necessary,
the system deletes log files in the active partition log partition directory, starting with the oldest
log file for every application, until the disk space percentage drops below the configured lowwater mark. The system does not send an e-mail when log partition monitoring purges the log
files.
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After the system determines the disk usage and performs the necessary tasks (sending alarms,
generating alerts, or purging logs), log partition monitoring occurs at regular 5-minute intervals.
Setting Cisco LPM Thresholds

Log partitioning monitoring is enabled by default with the low-water mark and high-water
mark thresholds defaulting to 80 and 90 percent, respectively.
Setting LPM Thresholds

Alert Central has two alerts for monitoring the disk usage:
LogPartitionLowWaterMarkExceeded defaults to 80
percent.
LogPartitionHighWaterMarkExceeded defaults to 90
percent.
You can view or change the values for the low- and highwater marks from the Alert Central page and configure other
alert properties, such as severity level and e-mail recipient.
CIPT2 v5.01-27
If you want to change the default values, you need to set the alert properties for the
LogPartitionLowWaterMarkExceeded and LogPartitionHighWaterMarkExceeded alerts in
Alert Central. However, under normal circumstances, these settings should be left at the default
values.
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Setting LPM Thresholds (Cont.)
Right-click the alert in Alert Central to open the window to choose alert properties.
CIPT2 v5.01-28
The two log partition monitoring alerts located in the Alert Status window of Cisco Unified
CallManager RTMT are highlighted in the figure: the LogPartitionLowWaterMarkExceeded
and LogPartitionHighWaterMarkExceeded.
The Alert Status window shows whether the alert is enabled, whether the value is in the safe
range, the alert action to take, and when the last alert was raised.
From the Alert Status window, you can choose the alert for which you want to set alert
properties in one of two ways:
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Right-click the alert and choose Set Alert/Properties (shown in the figure).
Choose Tools > Alert > Set Alert/Properties.
Setting Cisco LPM Alert Properties

The figure shows the Alert Properties dialog box for the high water mark exceeded threshold.
Setting LPM Alert Properties
Both the low- and high-water mark alerts are enabled by default and
triggered immediately. You need to access the Alert Properties
window only if you want to change any of the default parameters or
disable the alerts.
CIPT2 v5.01-29
Both the LogPartitionLowWaterMarkExceeded and LogPartitionHighWaterMarkExceeded

alerts are enabled by default and trigger an immediate alert. You need to access the Alert
Properties window only if you want to change the low or high threshold, trigger an alert when
the threshold is exceeded for a defined duration, change the severity levels, or to disable the
alert. Changing the alert properties is an identical process for both alerts .
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This topic describes new Cisco Serviceability Reporter features and how to view new trend
analysis reports.
Cisco Serviceability Reporter Overview

Cisco
CiscoAMC
AMC
Reporter
Reporter
Daily
Reports
Logs
Cisco Serviceability Reporter generates daily reports to track the

overall system health based on default monitoring objects.
The Cisco AMC service collects data and generates daily CSV log
files.
At around midnight, Cisco Serviceability Reporter gathers the logs
and generates daily PDF reports.
To minimize CPU impact, Cisco Serviceability Reporter must run
on a designated non-call-processing node (change from 4.x)
configurable by the Cisco Unified CallManager RTMT Reporter
Node service parameter
New Performance Protection Report added in 5.0.
CIPT2 v5.01-30
Cisco Serviceability Reporter is responsible for generating daily reports to track the overall
system health based on default monitoring objects.
The Cisco AMC service collects data and generates daily comma-separated values (CSV) log
files.
At around midnight, Cisco Serviceability Reporter gathers the logs and generates daily PDF
reports. Cisco Serviceability Reporter reports are generated daily and cover the past 24 hours.
To minimize CPU impact, Cisco Serviceability Reporter must run on a designated non-callprocessing node. Since Cisco Unified CallManager Release 5.0, this node is configurable by a
service parameter. The service runs automatically on the node on which it is first activated.
This node is configurable by the Cisco Unified CallManager RTMT Reporter Node service
parameter. It is recommended that this node be a non-call-processing node.
Cisco Unified CallManager Release 5.0 introduced a new report type called the Performance
Protection Report.
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The figure shows the configuration of the service parameter RTMT Reporter Designated Node,
which is used to configure the Cisco Serviceability Reporter node.
Select the node on which Cisco

Serviceabilty Reporter
is activated, which should
be a non-call- processing node.
Number of Minutes
After Midnight
at which Reports
Get Generated
Number of Days for

Which Reports
Will Be Kept
CIPT2 v5.01-31
From the drop-down menu, select the node on which you want to activate Cisco Serviceability
Reporter. It is recommended this node be a non-call-processing node.
The Cisco Unified CallManager RTMT Report Generation Time parameter specifies the
number of minutes after midnight at which reports are generated.
The Cisco Unified CallManager RTMT Report Deletion Age parameter specifies the number of
days that reports are locally stored. Reports older than this age parameter are deleted.
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The Performance Protection Report is a trend analysis report that is generated daily for each
node to track Cisco Unified CallManager server capacity. It serves as input to the Cisco Unified
CallManager Capacity Tool.

The Performance Protection Report is a trend analysis report,
generated daily for each node to track Cisco Unified
CallManager server capacity.
This report covers such data as call activities, registered
devices, system resource usage, and device and dial plan
quantities configured in the Cisco Unified CallManager
database.
The report covers the past seven days of collected data.
Download or view the report through the Serviceability
Reports Archive web page (Tools -> Serviceability Reports
Archive).
CIPT2 v5.01-32
The Performance Protection Report covers such data as call activities, registered devices,
system resource usage, and devices and dial plans configured in the Cisco Unified CallManager
database.
Unlike other Cisco Serviceability Reporter report types, the Performance Protection Report
covers the past seven days of collected data.
Report naming follows the format PerformanceRep_NodeID_MM_DD_YYYY.pdf.
This report can be downloaded or viewed using the Serviceability Reports Archive window.
Performance Protection Reports are generated based on Performance Protection Report CSV
log files created by the Cisco AMC component.
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Performance Protection ReportCall Activity

The Cisco Unified CallManager Call Activity chart is a line chart that displays the hourly rate
of increase or decrease in the number of calls that were attempted and calls that were completed
and the number of active calls for each Cisco Unified CallManager server.
Performance Protection ReportCall

Activity
Displays the hourly rate of increase or decrease in the

number of calls that were attempted and calls that were
completed and the number of active calls
CIPT2 v5.01-33
The chart consists of three lines, one for the number of calls that were attempted, one for the
calls that were completed, and one for the calls that are active. If no data exists for call activity,
Cisco Serviceability Reporter does not generate the chart.
3-55
Performance Protection ReportRegistered Devices

The number of registered phones and Media Gateway Control Protocol (MGCP) gateways are
reported on a line chart that displays the number of registered phones and MGCP gateways on
each Cisco Unified CallManager server.

Registered Devices
Displays the number of registered phones and MGCP

gateways
CIPT2 v5.01-34
The chart consists of two lines, one for the number of registered phones and the other for the
number of MGCP gateways. If no data exists for phones or MGCP gateways, Cisco
Serviceability Reporter does not generate the chart.
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Performance Protection ReportSystem Resource Utilization

The System Resource Utilization line chart displays the CPU load percentage and the
percentage of memory that is being used (in bytes) for the Cisco Unified CallManager servers.
Performance Protection ReportSystem

Resource Utilization
Displays the CPU load percentage and the percentage of

memory that is used (in bytes)
CIPT2 v5.01-35
The chart consists of two lines, one for the CPU load and one for the memory usage. Each line
represents the cluster value, which is the average of the values for all the servers in the cluster
(for which data is available).
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Performance Protection ReportDevice and Dial Plan

Quantities
The Device and Dial Plan Quantities chart consists of two tables that display information from
the Cisco Unified CallManager database about the number of devices and number of dial plan
components.
Performance Protection ReportDevice

and Dial Plan Quantities
Shows the number of devices in the cluster (top) and the number
of directory numbers, route patterns, and translation patterns (bottom)
CIPT2 v5.01-36
The device table shows the number of IP phones, Cisco Unity connection ports, H.323 clients,
H.323 gateways, MGCP gateways, music on hold (MOH) resources, and media termination
point (MTP) resources. The dial plan table shows the number of directory numbers and lines,
route patterns, and translation patterns.
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Performance Protection Report CSV Logs

Performance Protection Reports are generated based on Performance Protection Report CSV
PPR CSV Logs

Performance Protection Reports are generated based on CSV
The graphs of a Performance Protection Report contain the
data from the past seven days from the CSV logs:
PPRLog_NodeID_MM_DD_YYYY_hh_mm.csv.
The Table portion of the report is based on the CSV file
PPRDbLog_MM_DD_YYYY_hh_mm.csv.
Performance Protection Report CSV logs are stored under
activelog and inactivelog in the /cm/log/amc/PPRLog
directory.
Use Trace and Log Central or the CLI file get command to
gather these CSV logs.
CIPT2 v5.01-37
The graphs of a Performance Protection Report contain data from the past seven days from the
Performance Protection Report CSV logs: PPRLog_NodeID_MM_DD_YYYY_hh_mm.csv.
The table portion of the Performance Protection Report is based on the CSV file
PPRDbLog_MM_DD_YYYY_hh_mm.csv. This CSV file is generated at report generation
time and, therefore, is a snapshot of the database only at that particular time. Performance
Protection Report CSV logs are stored under activelog and inactivelog in the
/cm/log/amc/PPRLog directory.
Use the Trace and Log Central feature or the command-line interface (CLI) file get command
to gather the CSV logs.
3-59
Summary
Summary
Cisco Unified CallManager RTMT is a stand-alone Java plug-in that
provides real-time information about Cisco Unified CallManager.
Cisco Unified CallManager RTMT relies on data provided by the Cisco
AMC service.
Cisco Unified CallManager RTMT supports custom configuration
profiles that allow quick switching between views that are commonly
needed.
You can use Cisco Unified CallManager RTMT predefined report
categories or create your own reports by adding the counters that you
are interested in.
Cisco Unified CallManager RTMT Alert Central allows monitoring
of critical counters and conditions.
The Cisco LPM Tool monitors the disk usage of the log partition and
purges log files when thresholds are reached.
Cisco Serviceability Reporter includes Protection Performance Report
charts that allow a trend analysis based on performance numbers.
3-60
CIPT2 v5.01-38
Lesson 3
Configuring Alarms and Traces

Overview
Administrators who install or maintain Cisco Unified CallManager sometimes have to deal
with technical or design issues on their systems. To troubleshoot and monitor those issues,
Cisco Unified CallManager provides alarms and traces similar to the functionality of the show
and debug commands of Cisco IOS software.
This lesson describes how to configure traces on the Cisco Unified CallManager system and
discusses tools that allow you to analyze those traces.
Objectives
Upon completing this lesson, you will be able to configure and use Cisco Unified CallManager
Serviceability alarms and traces on Cisco Unified CallManager systems for troubleshooting and
maintenance. This ability includes being able to meet these objectives:
Identify the functions of the Cisco Unified CallManager Serviceability Alarm interface and
its event levels and destinations
Configure alarms for Cisco Unified CallManager services
Explain the trace functionality of Cisco Unified CallManager systems and how it is used
Configure traces using Cisco Unified CallManager Serviceability
Collect Cisco Unified CallManager trace and log files
Analyze Cisco Unified CallManager trace and log files using Cisco Unified CallManager
RTMT
Alarm Overview
This topic gives an overview of the alarm function of Cisco Unified CallManager
Serviceability.
Alarm Overview
The Cisco Unified CallManager Serviceability Alarm menu:

Allows you to configure alarms and events
Provides alarm message definitions
CIPT2 v5.01-2
The Cisco Unified CallManager Serviceability Alarm menu provides a web-based interface that
has two main functions:
To allow configuration of alarms and events:
Administrators can define what kind of information should be logged.
Administrators can define where to store alarms and events.
To provide alarm message definitions:
Administrators can configure additional custom alarm information (such as

recommended response actions) for each alarm.
Both functions assist you in troubleshooting and monitoring your Cisco Unified CallManager
system. You can configure alarms for services (for example, Cisco Unified CallManager, Cisco
TFTP, or Cisco CTIManager) for all Cisco Unified CallManager servers in the cluster or for
each server individually.
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Aim of Cisco Unified CallManager Serviceability Alarms

Alarms are used to provide the run-time status and state of the system and to take corrective
action for problem resolution; for example, to determine whether phones are registered and
working.
Aim of Cisco Unified CallManager

Serviceability Alarms
Configure Cisco Unified CallManager to direct alarms to:
Local or remote syslog servers
SDI or SDL trace log files
Log level can be different for each destination
Provides information for troubleshooting Cisco Unified
CallManager system
Provides information that could be given to someone else
Configurable per server and service
CIPT2 v5.01-3
Alarms contain information such as an explanation and recommended action. Alarm

information includes the application name, machine name, and cluster name to help you
troubleshoot problems that are not on the local Cisco Unified CallManager.
The alarm interface can be configured to send alarm information to multiple destinations, and
each destination can have its own alarm event level (from debug to emergency). Alarms can be
directed to local syslog files, system diagnostic interface (SDI) trace log files, or signal
distribution layer (SDL) trace log files and to a remote syslog server. You can set the log level
per destination and individually for each server and service.
Note
SDL trace files are available only for Cisco Unified CallManager and the Cisco CTIManager
service.
When a service issues an alarm, the alarm interface sends the alarm to the chosen monitors.
Each monitor forwards the alarm or writes it to its final destination (such as a log file). This
information can be used for troubleshooting and can also be passed to another person for
assistance (for example, the Cisco Technical Assistance Center [TAC]).
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Alarm Event Levels

There are several alarm levels on Cisco Unified CallManager that can be turned on. These
alarm levels are equivalent to the widely used syslog severity levels.
Alarm Event Levels

Level Name
Description
Emergency
System unusable
Alert
Immediate action needed
Critical
Critical condition detected
Error
Error condition
Warning
Warning condition detected
Notice
Normal but significant condition
Informational Information messages only
Debug
Detailed event information used for debugging

by Cisco TAC engineers
CIPT2 v5.01-4
When the alarm event level is set to a certain value, it means that alarms that match the
configured level and alarms that match more severe levels are generated. In other words, an
alarm level of 0 (debug) means all alarms of level 0 or higher, and an alarm level of 4 means all
alarms of level 4 or higher. So if you configure an alarm level of 5, all critical, alert, and
emergency alarms are logged.
The table shows all available levels and describes the kind of information that generates the
alarm. As you can also see from the table, each level can be identified by its name (debug to
emergency) or by its number (0 to 7).
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Alarm Configuration
The Alarm Configuration window in Cisco Unified CallManager Serviceability is used to
define where alarms are stored and which level of alarms should be stored.
Alarm Configuration Page
Selected Server
Selected
Alarm Level
Selected Service
Disabled Alarm
Enabled Alarm
CIPT2 v5.01-5
To configure alarms on Cisco Unified CallManager, follow this procedure:

Step 1
From Cisco Unified CallManager Serviceability, choose Alarm > Configuration.
Step 2
Choose the appropriate server, which will then be displayed under Servers on the
left side of the window and at the top of the window. A box with available services
for alarms appears.
Step 3
From the Configured Services drop-down menu, choose the service to configure the
alarm for. The chosen service is displayed at the top of the window in the Current
Service area, along with the currently chosen server. A list of alarm monitors with
event levels, similar to the one shown in the figure, appears.
Step 4
Check the check box for each desired alarm destination.
Note
Only the Cisco Unified CallManager and Cisco CTIManager services have the Enable Alarm
for SDL Trace check box available.
Step 5
In the Alarm Event Level drop-down menu, click the Down arrow and choose the
desired alarm event level for each of the available alarms.
Step 6
Save the configuration by clicking the Update button.
Note
To apply the current settings for selected services to all nodes in a cluster, check the Apply
to All Nodes check box.
3-65
Tip
To restore the default Cisco Unified CallManager settings, click the SetDefault button and
then the Update button.
Alarm Definitions Window

You can view the list of Cisco Unified CallManager alarms using the Alarm Message
Definitions window.
Alarm Definitions Page

Click Find.
Selected Catalog
Click desired
alarm name to
open the Alarm
Information page.
CIPT2 v5.01-6
To get to the Alarm Message Definitions window, choose Alarm > Definitions. You will see a
search mask where you have to select a catalog (grouped list of alarms) and where you can
optionally enter a search string for the alarm names that you want to list. Click Find to start the
search. In the example shown in the figure, all alarms of the Cisco Unified CallManager catalog
have been searched.
To view details of a specific alarm, click the alarm name and the Alarm Information window
will be displayed.
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Alarm Information Window

The example shows the Alarm Information window for the CallManagerFailure alarm.
Alarm Information Page
View default
alarm
information.
Click Save if you
added custom
information.
Add custom
alarm
information.
CIPT2 v5.01-7
The Alarm Information window provides a description of the selected alarm and includes
recommended response actions. You can add user-defined text, for instance, with your own
response guidelines. If you added or changed the user-defined text input field, click Save to
save your changes.
3-67
Trace Overview
This topic provides an overview of Cisco Unified CallManager traces. Traces are log files that
contain information about events within the system.
Trace Overview
Cisco Unified CallManager trace functionality:

Allows detailed configuration of trace parameters
Allows you to enable troubleshooting of traces
CIPT2 v5.01-8
Cisco Unified CallManager Serviceability assists the system administrator and support
personnel in troubleshooting Cisco Unified CallManager problems. The Cisco Unified
CallManager Serviceability trace provides two main functions:
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Configuration: This function allows you to configure a variety of options when enabling
traces. Options include the level of trace details and the selection of subcomponents of a
service that should be considered when generating traces.
Troubleshooting Trace Settings: This function allows you to enable troubleshooting of

traces. With this feature, you can easily set up traces on multiple servers, but there are
fewer options available than in the Configuration function.
Types of Traces
Two types of traces are available, SDI traces and SDL traces.
Types of Traces
SDI traces:
Contain information about services and run-time events
Usually used for development purposes
SDL traces:
Contain information about call processing
Are only available for:
Cisco Unified CallManager service
Cisco CTIManager service
Ideal for troubleshooting
CIPT2 v5.01-9
Traces for Cisco Unified CallManager services can be based on debug levels, specific trace
fields, and Cisco Unified CallManager devices, such as phones or gateways. Two types of
traces are available, System Diagnostic Interface (SDI) traces and signal distribution layer
(SDL) traces.
SDI Trace
SDI traces are also known as Cisco Unified CallManager trace log files. Every Cisco Unified
CallManager service includes a default trace log file. The system traces SDI information from
the services and logs run-time events and traces to a log file.
Note
SDI traces are usually used by programmers only for development purposes.
SDL Trace
SDL traces contain call-processing information from the Cisco Unified CallManager and Cisco
CTIManager services. The system traces the SDL of the call and logs state transitions in a log
file. This log information helps administrators to troubleshoot problems on the Cisco Unified
CallManager system.
Note
In most cases, extensive SDL traces are gathered only when Cisco TAC requests it.
All traces are written to the hard disk of the Cisco Unified CallManager server. You can copy
the files to a PC for local analysis by using the command-line interface (CLI) command file get
or by using Cisco Unified CallManager Real-Time Monitoring Tool (RTMT).
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Caution
3-70
Enabling traces decreases system performance; therefore, enable only as many trace
options as needed and try to limit the time of detailed or troubleshooting traces. Ideally,
enable detailed traces outside business hours only.
Trace Configuration
This topic describes how to configure traces in Cisco Unified CallManager Serviceability.
Trace Enabling Options
Configuration:
Trace configuration with numerous options
Full page per server and service
Troubleshooting Trace Settings:
Activates or deactivates troubleshooting traces
(all options, detailed level) per server and service
Single page for all servers and services
CIPT2 v5.01-10
Cisco Unified CallManager supports two ways to enable traces. One is the trace Configuration
option. It allows numerous trace options to be configured on a dedicated configuration page per
server and service. The second option is the Troubleshooting Trace Settings option. This option
activates traces at the highest possible level of detail for each selected service and service. It is
a quick way to enable detailed traces per server and service from a single configuration page.
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Trace Configuration
When using the trace Configuration option, you can set many trace parameters, as shown in the
figure.
Trace Configuration
Select server.
Go to SDL trace
configuration.
Select service.
Enable traces.
Set trace level.
Enable trace
options.
CIPT2 v5.01-11
Perform these tasks to enable traces using the Cisco Unified CallManager Serviceability trace
Configuration option:
Step 1
In Cisco Unified CallManager Serviceability, choose Trace > Configuration to get

to the Trace Configuration window.
Step 2
Choose the server to configure the trace settings for.
Step 3
From the Configured Services list, choose the service to change the trace settings
for. The example in the figure shows the trace configuration page for SDI traces for
the Cisco Unified CallManager service running on server 192.168.201.57.
Step 4
To enable traces for the specified service, check the Trace On check box.
Step 5
Choose the desired trace level from the Debug Trace Level drop-down menu.
Step 6
Choose the trace fields to include in the trace files.
Note
The trace fields vary per service.
By default, you configure SDI traces. To switch to the configuration of SDL traces (only
applicable to the Cisco Unified CallManager and the Cisco CTIManager services), use the
Related Links area at the top right corner of the window.
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Use the Troubleshooting Trace Settings option when you want to enable detailed traces
including all fields of the selected service per server.

Activates All
Services for This
Server
Activates All
Services for All
Servers
Service Not
Running on
Server
Activates Service
for This Server
Activates This
Service for All
Servers
CIPT2 v5.01-12
Perform these tasks to enable traces using the Cisco Unified CallManager Serviceability
Troubleshooting Trace Settings option:
Step 1
In Cisco Unified CallManager Serviceability, choose Trace > Troubleshooting

Trace Settings to get to the Troubleshooting Trace Settings window.
Step 2
Check the check boxes to activate troubleshooting traces per service and server.
Note
You can also activate specific services on all nodes of the cluster, or all services for specific
server, or all services for all servers by checking the respective check boxes.
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Trace Collection
This topic describes how to collect traces from Cisco Unified CallManager servers.
Trace Collection Overview

Traces and logs can be collected to an administrator PC for
local processing and analysis.
Cisco Unified CallManager RTMT Trace and Log Central
features:
Trace collection
Trace analysis
Trace collection options include:
On-demand collection
Scheduled collection
Default or custom queries to be used for repetitive tasks
Cisco Unified CallManager RTMT is a client tool that must be
downloaded from Cisco Unified CallManager Administration >
Application > Plugins.
CIPT2 v5.01-13
Cisco Unified CallManager traces and logs are stored on the hard disks of individual servers.
To perform local analysis on an administrator PC, trace and log files can be collected to a PC
using the Trace and Log Central feature of Cisco Unified CallManager RTMT.
Note
Cisco Unified CallManager RTMT is a client tool that must be downloaded from Cisco
Unified CallManager Administration (choose Cisco Unified CallManager Administration >
Application Plugins). You can download installation files for the Microsoft Windows and
Linux operating systems.
The Trace and Log Central component of Cisco Unified CallManager RTMT supports trace
collection and trace analysis. Trace collection options include these:
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On-demand collection: The administrator starts a trace collection process manually, which
is performed instantly.
Scheduled collection: The administrator schedules trace collections for later, usually to be
executed periodically.
Queries: Default and custom queries can be used for repetitive tasks. You can refer to
saved queries from on-demand collections and from scheduled collections.
Cisco Unified CallManager RTMTTrace and Log Central

The figure shows the Cisco Unified CallManager RTMT application with the Trace & Log
Central window opened.

Trace & Log Central
2) Click Trace.
Select activity.
3) Click Trace &

Log Central.
1) Click Tools.
CIPT2 v5.01-14
To get to the Trace & Log Central window, start the Cisco Unified CallManager RTMT
application from your PC after you have downloaded and installed the application. Then follow
these steps:
Step 1
In the Cisco Unified CallManager RTMT application window, click the Tools tab
located at the bottom left corner of the window.
Step 2
Click Trace from the list of tools displayed in the left area of the window to open
the trace feature list (Trace & Log Central and Job Status).
Step 3
From the list of Trace features, click Trace & Log Central. The Trace & Log
Central options appear in the middle of the screen.
From here, you can choose options such as Collect Files or Local Browse by double-clicking
the appropriate entry.
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Cisco Unified CallManager RTMTCollect Files Procedure

The figure lists the required steps when using the Collect Files function of the Cisco Unified
CallManager RTMT Trace and Log Central feature.

Collect Files Procedure
1. Choose Cisco Unified CallManager services and applications.

2. Choose Cisco Unified CallManager system logs.
3. Choose file-collection options.
4. Check file-collection status:
a) In Trace & Log Central window
b) By using the Job Status window
CIPT2 v5.01-15

Step 1
Choose Cisco Unified CallManager services and applications.
Step 2
Choose Cisco Unified CallManager system logs.
Step 3
Choose file-collection options.
Step 4
Check the file-collection status:

a. Using the Trace & Log Central window
b. Using the Job Status window
Each of these steps is illustrated on the following subtopics.
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Collect FilesStep 1: Choose Services and Applications

After clicking the Collect Files option in the Trace & Log Central window, you have to the
select services and applications from which you want to collect files.
Collect FilesStep 1: Choose

Services and Applications
Enables collection
from all services
on all servers
Enables collection
from all services
for this server
Enables collection
per service for
this server
CIPT2 v5.01-16
The figure shows the Select CallManager Services/Application window. After choosing the
desired services and applications for each server, click Next to get to the next window.
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The next window is the Select System Logs window, where you can choose which syslog files
should be collected.

Enables collection
from all logs on all
servers
(or)
Enables collection
from all logs for
this server
(or)
Enables collection
per log for this
server
CIPT2 v5.01-17
As shown in the figure, you can choose several types of syslog files per server. After you make
your selection, click Next to get to the next window.
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The next window is the Collect File Options window.

Sets time range
Selects partition
Sets download
directory
Enables or
disable file
compression
Deletes or keeps
files on server
after collection
CIPT2 v5.01-18
Here you can specify the time range of the information that you want to collect, select the
partition (active or inactive) from which you want to collect files, and activate file compression.
Finally, you can choose to delete the files on the server after successful collection. When you
have made your selections, click Finish to start the file collection.
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Collect FilesStep 4a: File Collection StatusTrace & Log

Central
After collection has started, the Trace & Log Central window indicates that collection is in
progress, as shown in the figure.
Collect FilesStep 4a: File Collection

StatusTrace & Log Central
Watch status of
collection.
CIPT2 v5.01-19
This status information is displayed at the bottom in the status bar of Cisco Unified
CallManager RTMT and in the main area of the Trace & Log Central window.
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Collect FilesStep 4b: File Collection StatusJob Status

The status of the active collection process can also be viewed using the Job Status window;
click Tools > Trace > Job Status in Cisco Unified CallManager RTMT.
Collect FilesStep 4b: File Collection

StatusJob Status
4. Double-click job
entry to see
details.
2. See list of jobs.

1. Click Job Status.
3. See job status.
CIPT2 v5.01-20
In the Job Status window, you can see the list of jobs, their status (completed, pending, and so
on) and the job type. If you double-click an entry, you can see details about the selected job in a
new window.
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Cisco Unified CallManager RTMTSchedule Collection

Procedure
The figure lists the required steps when using the Schedule Collection function of the Cisco
Unified CallManager RTMT Trace and Log Central feature.

Schedule Collection Procedure
1. Choose Cisco Unified CallManager services and

applications (identical to Collect Files option).
2. Choose Cisco Unified CallManager system logs
(identical to Collect Files option).
3. Choose collection schedule options.
4. Check scheduled collection status using the
Job Status window (identical to Collect Files option).
CIPT2 v5.01-21

Step 1
Step 2
Step 3
Choose collection schedule options.
Step 4
Check the scheduled collection status using the Job Status window.
Only Step 3 is discussed further here, because the other steps were covered earlier in this topic
(in the description of the Collect Files function).
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Schedule CollectionStep 3: Choose Options

This is the only step that differs from the Collect Files option.
Schedule CollectionStep 3:
Select Options
Sets time range for
scheduled collection
to SFTP server
Selects interval
of collection
within previously
configured time
range
Selects file age
Filters on a
search string
Downloads files to
local disk of Cisco
Unified CallManager
RTMT PC
CIPT2 v5.01-22
In the Schedule Options window, you set the time range for the scheduled collection (the period
during which the scheduled collection should be performed) and the frequency of the file
collection (the intervalhourly, daily, and so onduring the selected time range when the files
should be collected).
In addition you configure which files you want to collect per actual collection. For example,
you can configure an hourly collection but collect only files that were generated during the past
10 minutes. You can filter files based on a search strings to exclude files that do not contain a
specified string. The Download Files option allows you to download collected files to a Secure
FTP (SFTP) server.
When you schedule a collection, the trace files are transferred from the Cisco Unified
CallManager to the SFTP server you specify, not to the local disk of the computer running
Cisco Unified CallManager RTMT. This is because the scheduled collection cannot assume
that the Cisco Unified CallManager RTMT client is running at the scheduled time.
If you choose the Download Files option, the trace files are transferred from Cisco Unified
CallManager to the local disk of the Cisco Unified CallManager RTMT client PC, because you
are requesting a download on demand.
If you select the Generate Syslog option, the syslog information will be sent to the local syslog
service of the Cisco Unified CallManager server.
Note
The Steps 1 and 2 and Step 4 are not shown, because they were already discussed in detail
earlier in this topic.
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Viewing and Analyzing Traces

This topic describes how you can view and analyze traces with the Cisco Unified CallManager
RTMT Trace and Log Central feature.
Viewing Traces and LogsOverview

Traces and logs can be viewed on an
administrator PC:
Accessing locally stored data:
Data must have been previously
collected by Cisco Unified
CallManager RTMT
Can be viewed by any editor or by
using the Local Browse option of
the Trace & Log Central window
Accessing data stored on servers:
Can be viewed only by Cisco
Unified CallManager RTMT using
the Remote Browse option of the
Trace & Log Central window
CIPT2 v5.01-23
There are two ways that you can view traces and logs using the Trace & Log Central feature,
installed on an administrator PC. Trace & Log Central can access either locally stored data or
data stored on the servers.
In the first case, trace and log files must already have been collected using the Trace and Log
Central file-collection features. Because the files are then stored on the local disk of the
administrator PC, they can be viewed either by using the Trace and Log Central Local Browse
option or by using any editor, and simply opening the files from the local disk.
If you want to access files stored on the servers, you have to use the Remote Browse option of
Trace and Log Central.
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Cisco Unified CallManager RTMTRemote Browse Procedure

The figure lists the required steps when using the Collect Files function of Trace and Log
Central.

Remote Browse Procedure
1. Choose data source
(trace files versus crash dumps).
2. Choose Cisco Unified CallManager
services and applications
(identical to Collect Files option).
3. Choose Cisco Unified CallManager
system logs (identical to Collect
Files option).
4. Watch the query process.
5. Choose the file to view.
6. Open the file in Viewer.
CIPT2 v5.01-24

Step 1
Choose the data source (trace file or crash dump) that you want to view.
Step 2
Step 3
Step 4
Watch the query process and wait until it has finished.
Step 5
Choose the file to view.
Step 6
Open the selected file in the viewer.
Steps 2 and 3 are not illustrated in the following subtopics because these steps were already
covered in a previous topic (the Collect Files function).
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After you choose the Remote Browse option in the Trace & Log Central window, you have to
select the type of files that you want to browse.
Select
Trace Files.
CIPT2 v5.01-25
There are two options: trace files and crash dumps. Crash dumps are usually analyzed only by
Cisco TAC engineers. When administrators are troubleshooting Cisco Unified CallManager
issues, they are usually interested only in trace files. Click Next to continue to the next window.
Note
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The next two windows are not shown, because they have been already discussed in detail in
a previous topic.

At this step, wait for the Remote Browse query to finish.
2. When query
has finished,
confirm popup
window.
1. Watch status
of query.
CIPT2 v5.01-26
The status bar on the bottom shows the status of the Remote Browse query. When the query has
finished, a popup window indicates that the Remote Browse query is ready. Confirm by
clicking Close.
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Remote BrowseStep 5: Choose File to View

After you confirm that the Remote Browse query is ready, the main window displays the files
that can be viewed.
Remote BrowseStep 5:
Choose File to View
Opened Server
List of Files in
Group
Opened Category
Group of Files
Closed Category
CIPT2 v5.01-27
The files are organized in categories; while navigating through the list, you can open and close
categories as desired.
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Remote BrowseStep 6: Open File in Viewer

To view a file, double-click the desired file in the Remote Browse area of the Trace & Log
Central window.
Remote BrowseStep 6:
Open File in Viewer
Double-click file
to view content.
CIPT2 v5.01-28
After you double-click a file, a window opens displaying the contents of the file. Within that
window, use the Find button to locate a particular string within the file.
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Cisco Unified CallManager RTMTLocal Browse

If you previously collected files with Trace and Log Central, you can view them using the
Local Browse option.

Local Browse
CIPT2 v5.01-29
When you double-click the Local Browse option, a window opens that allows you to browse
the local hard disk. The default directory is the root directory under which Cisco Unified
CallManager RTMT trace collection features store their collected files. Browse to the file that
you want to view and click Finish. The contents of the file are displayed in a new window. In
this window, click the Search button to locate a particular string within the file.
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Summary
Summary
There are eight alarm levels available on Cisco Unified
CallManager.
Alarm configuration allows you to define where alarms
should be saved and what level should be included in a log.
Cisco Unified CallManager traces are configured from
Cisco Unified CallManager Serviceability pages.
Traces can be configured with numerous options per server
and service. Alternatively, troubleshooting traces can be
enabled at a server and service level only, activating all
possible options of the selected service.
CIPT2 v5.01-30
Summary (Cont.)
Traces are stored on Cisco Unified CallManager and can be
collected to an administrator PC for local analysis. Cisco
Unified CallManager RTMT is used for trace collection and
supports on-demand as well as scheduled collections.
Cisco Unified CallManager RTMT can be used to view and
analyze traces. It can access locally stored trace files that
have been previously collected or remote files located on
Cisco Unified CallManager servers.
CIPT2 v5.01-31
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Lesson 4
Managing Call Accounting

Overview
Cisco Unified CallManager is the call-processing device of the Cisco Unified Communications
solution. For many companies using Cisco Unified Communications, it is important to have call
activities logged for later processing. Cisco Unified CallManager stores call activity
information in Call Detail Records (CDRs).
This lesson describes how CDRs are stored and how they can be accessed by third-party
applications for billing or reporting purposes. It also describes the Cisco Unified CallManager
CDR Analysis and Reporting (CAR) tool, which is integrated into Cisco Unified CallManager.
Objectives
Upon completing this lesson, you will be able to manage CDRs and use Cisco Unified
CallManager CAR to generate reports from CDRs. This ability includes being able to meet
these objectives:
Identify the functions of Cisco Unified CallManager CDRs and Cisco Unified CallManager
CAR
Configure CDR functions of Cisco Unified CallManager
Configure initial settings of Cisco Unified CallManager CAR
Manage the Cisco Unified CallManager CAR database
Generate automatic reports with Cisco Unified CallManager CAR
Identify Cisco Unified CallManager CAR user levels and the respective report types
Generate a Cisco Unified CallManager CAR user report

This topic describes Cisco Unified CallManager CDRs and how they can be used by call
analysis and reporting tools.

Cisco Unified CallManager servers generate information records
about calls.
Call Detail Records (CDRs): call activities (placing
calls, putting calls on hold, transferring calls, and so on)
Call Management Records (CMRs): quality of calls
(latency, jitter, packet loss, and so on)
CDRs and CMRs are the basis for analysis (billing)
and reporting applications.
Cisco Unified CallManager CDR Analysis and Reporting
(Cisco Cisco Unified CallManager CAR) is part of Cisco Unified
CallManager and can be used for call analysis and reports.
Cisco Unified CallManager CAR uses its own database
(CAR database) loaded from CDR and CMR files.
Most third-party applications directly access CDR and CMR files.
CIPT2 v5.01-2
Cisco Unified CallManager servers can be configured to generate information records about
call activities. The information is written to two files:
Call Detail Records (CDRs): Include information about call activities, such as placing
calls, holding calls, transferring calls, and using call features such as Forced Authorization
Codes (FAC) or Client Matter Codes (CMC)
Call Management Records (CMRs): Include information about the quality of calls, such
as latency, jitter, packet loss, and so on
Note
In this lesson, unless otherwise noted, references to CDRs include both CDRs and CMRs.
CDR and CMR files are the basis for call analysis, billing, and reporting applications. Cisco
Unified CallManager CAR is part of Cisco Unified CallManager and can be used for call
analysis and call report generation. Cisco Unified CallManager CAR uses its own database,
which is loaded with information from CDR and CMR files, while most third-party
applications directly access CDR and CMR files.
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The figure shows the components and features that are used by Cisco Unified CallManager to
support CDR analysis.

nodes send their CDR and CMR
records to the CDR Repository
Manager.
CDR and CMR files can be sent
to third-party servers via (S)FTP.
Third-party applications can also
access CDR and CMR files via
SOAP.
Disk usage of CDR and CMR
files is monitored; old files can
be periodically deleted.
CAR loads CDR and CMR files
into its database once a day.
Billing Application Servers (Up to Three)
Customer
Billing
App.
Generate
Reports
(S)FTP
Cisco Unified
CallManager
SOAP
CDR and CMR

Repository
Manager
CDR and CMR
Flat Files
CDR and CMR
CAR
DB
CDR and CMR
Cisco Unified
CallManager 1
Cisco Unified
CallManager 2
CIPT2 v5.01-3
Each Cisco Unified CallManager server runs the default (mandatory) Cisco CDR Agent service
that transfers CDRs and CMRs to the Cisco CDR Repository Manager. The CDR Repository
Manager is the first node, which contains the Cisco Unified CallManager database, and cannot
be changed to another node. This service starts automatically. CDR Repository Manager is a
default (mandatory) service that is activated on all nodes, but only the instance on the first node
has an effect.
The Cisco CDR Repository Manager service can send CDR and CMR files to up to three
customer billing servers and allows third-party applications to query and retrieve files from the
Cisco Unified CallManager node through a Simple Object Access Protocol (SOAP) interface.
The Cisco CDR Repository Manager also maintains the disk space allocated for CDR and
CMR files by periodically examining disk usage and deleting old CDR files when configurable
thresholds are reached.
3-95

The figure lists Cisco Unified CallManager services used for CDR management.

1. Cisco CDR Agent: Sends CDR and
CMR files to the CDR repository
node and deletes local copy once
the file is transferred.
2. Cisco CDR Repository Manager:
Sends CDR and CMR files to
billing server(s), retries in case
of failed delivery
Checks disk usage, deletes old
CDR and CMR files; creates
alarms on high disk usage
3. Cisco SOAP-CDROnDemand
Service: Processes incoming
requests from customer billing
applications using the SOAP
interface and sends requested
individual CDR and CMR files
Billing Application Servers (Up to Three)
Customer
Billing
App.
Generate
Reports
(S)FTP
Cisco Unified
CallManager
SOAP
CDR and CMR

2
Repository
Manager
CDR and CMR
Flat Files
CDR and CMR
1
Cisco Unified
CallManager 1
CAR
DB
CDR and CMR
1
Cisco Unified
CallManager 2
CIPT2 v5.01-4
CDR management relies on three services. The Cisco CDR Agent and CDR Repository
Manager services are network services (which are activated by default and are not userconfigurable), while the Cisco SOAP-CDROnDemand service is a feature service (which can
be activated and deactivated by a Cisco Unified CallManager administrator).
Cisco CDR Agent runs on each Cisco Unified CallManager node automatically. Cisco CDR
Agent is responsible for monitoring new CDR and CMR files generated on Cisco Unified
CallManager nodes by the call-processing component, sending the files to the Cisco CDR
Repository Manager node and deleting the local copy after the file has been successfully
transferred to the CDR repository node. CDR files are transferred from Cisco Unified
CallManager nodes to the CDR repository node through Secure FTP (SFTP). Should the
transfer fail, Cisco CDR Agent continues to try the transfer until it succeeds.
Cisco CDR Repository Manager sends CDR files to up to three preconfigured destinations
typically billing, backup, and performance-management applications. CDR Repository
Manager also maintains files on the disk to make sure that the storage usage does not exceed a
predefined limitation. If the limit is exceeded, Cisco CDR Repository Manager starts deleting
old files to reduce the disk usage to the preconfigured low mark. Files are preserved for a
certain number of days, based on configuration. Files that are old enough to fall outside of the
preservation window are automatically deleted.
The Cisco SOAP-CDROnDemand service is a SOAP-based web server, which processes
SOAP requests for the CDR filename list and sends files to specified destinations, typically
customer billing applications, based on a time interval.
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Cisco Unified CallManager CAR is an integrated tool of Cisco Unified CallManager that
provides the features shown in the figure.

Can generate automatic (predefined) reports
Reports can be sent by e-mail
Reports available in two formats (PDF or CSV)
Supports searching in CDR and CMR files
Different types of reports:
User reports: Bills, Top N, Cisco IPMA, and Cisco IP Phone Services
System reports: QoS, Traffic, FAC/CMC, Malicious Call Details,
Precedence Call Summary, System Overview, and CDR Error
Device reports: Gateway, Route Plan, Conference Bridge, and Voice
Messaging
Cost calculation based on configurable ratings:
Dial plan (local, long distance, and so on)
Duration (time units that are charged)
Time of day
Voice quality
CIPT2 v5.01-5
Cisco Unified CallManager CAR can generate automatic reports. These reports are predefined
and can be selectively activated. Cisco Unified CallManager CAR supports sending reports by
e-mail and searching inside CDR and CMR files. Cisco Unified CallManager CAR reports can
be generated either in PDF or comma-separated values (CSV) format.
There are three types of reports:
User reports: Bills, Top N, Cisco IPMA, and Cisco IP Phone Services. Bills can be
generated for individual users, groups of users, or all users. With the Top N report, it is
easy to find, for example, the top five users with the highest cost, longest call duration, or
highest number of calls.
System reports: QoS, Traffic, FAC/CMC, Malicious Call Details, Precedence Call
Summary, System Overview, and CDR Error. With these reports, it is possible to find a
part of the network where quality of service (QoS) does not work properly or where there is
more traffic than planned in the design phase. FAC and CMC reports provide information
about calls that require an authorization code or calls that are flagged with a certain client
matter code. Based on the entered client matter code, you can easily create reports of calls
that relate to a certain customer or project.
Device reports: Gateway, Route Plan, Conference Bridge, and Voice Messaging. Device
reports are useful when you want to monitor the usage of a particular device, such as a
gateway or voice-mail port.
3-97
CDR Configuration
This topic describes CDR-related configuration options.
CDR Configuration Overview

Enable CDRs and CMRs
On all call-processing nodes
Cisco Unified CallManager service parameters
Activate Cisco SOAP-CDROnDemand service (if used)
Configure CDR management parameters:
General parameters:
Disk allocation
Automatic deletion based on watermarks
Billing application server parameters:
IP address or host name
Username and password, and so on
CIPT2 v5.01-6
By default, Cisco Unified CallManager servers do not create CDRs and CMRs. You have to
enable the generation of these records using Cisco Unified CallManager service parameters.
This service parameters are configured per Cisco Unified CallManager server.
If you want to allow third-party applications to access CDR information using the SOAP
interface, you need to enable the Cisco SOAP-CDROnDemand service (a feature service) in
Cisco Unified CallManager Serviceability. In addition, you have to configure CDR
management parameters from the Tools menu of Cisco Unified CallManager Serviceability.
The CDR management parameters are general parameters, such as the maximum size of the
CDR and CMR files, watermark-based automatic deletion settings, and the configuration of up
to three billing servers to which Cisco Unified CallManager transfers CDR files using SFTP or
FTP. Each billing server needs to be configured with IP address or host name, username,
password, and directory path.
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By default, Cisco Unified CallManager servers do not generate CDRs and CMRs.

Menu Path:
Cisco Unified CallManager Administration > System > Service Parameters
CIPT2 v5.01-7
To enable CDR generation, choose Cisco Unified CallManager Administration > System >
Service Parameters, choose the server for which you want to enable CDRs, choose the Cisco
Unified CallManager service, and set the system parameter CDR Enable Flag to True. In
addition, set the CDR Log Calls with Zero Duration Flag to True if you want CDRs for calls
that never connected or that lasted less than 1 second.
Note
Unsuccessful calls (calls that result in reorder, for instance, because of a busy trunk) are
always logged.
To enable CMRs, set the Call Diagnostics Enabled parameter (which is found under
Clusterwide Parameters (DeviceGeneral) to Enabled Only When CDR Enabled Flag Is
True or to Enabled Regardless of CDR Enabled Flag. The first option generates CMRs only
if CDRs are enabled; the second option generates CMRs regardless of the CDR configuration.
Note
In most situations, you will want to set all these parameters to the same values on all callprocessing nodes.
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The Cisco SOAP interface is not activated by default.

Cisco SOAP-CDROnDemand service (feature service) needs
to be activated on the first node of the cluster.
Menu Path:
Cisco Unified CallManager Serviceability > Tools > Service Activation
CIPT2 v5.01-8
If you want to allow third-party applications to access CDR information using the SOAP
interface, you need to enable the Cisco SOAP-CDROnDemand service. Cisco SOAPCDROnDemand is a feature service. To activate it, choose Cisco Unified CallManager
Serviceability > Service Activation, as shown in the figure.
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CDR management includes the configuration of general parameters and billing application
server parameters, as shown in the figure.

Menu Path:
General
Parameters
(Disk
Allocation
and AutoDeletion)
Cisco Unified CallManager Serviceability > Tools > CDR

Management
Billing
Application
Server
Parameters
(FTP or SFTP
Server
Settings)
CIPT2 v5.01-9
Use the following procedure to set general parameters such as disk utilization, high- and lowwater mark range, and file preservation parameters for CDRs.
Step 1
Choose Serviceability > Tools > CDR Management. The CDR Management
Configuration window displays.
Step 2
Click any of the CDR Manager general parameter values to open a window where
you can configure any parameter.
Step 3
Enter the appropriate parameters to change the disk space allocated to CDRs, highwater mark, low-water mark, and file preservation duration.
Note
Step 4
The parameters are explained on the next subtopic.
Click Update.
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The figure shows the general parameters.
High Water Mark (%)Maximum percentage of the allocated disk

space for CDR and CMR files before files are deleted until low-water
mark is reached, beginning with the oldest
Low Water Mark (%)Percentage of allocated disk space that
is always available to CDR and CMR files
CDR/CMR Files Preservation Duration (Days)Number of days that
you want to retain CDR and CMR files
Disable CDR/CMR Files Deletion Based on HWMDisables deletion
of CDRs and CMRs even if disk usage exceeds high-water mark
CIPT2 v5.01-10
These parameters are as follows:
Disk Allocation (MB): Choose the number of megabytes that you want to allocate to CDR
and CMR flat file storage. The range and default values vary depending on the size of the
repository server hard drive.
If disk usage exceeds the allocated maximum disk space for CDR files, the system
generates the CDRMaximumDiskSpaceExceeded alert and deletes all successfully
processed files (those delivered to billing servers and loaded to Cisco Unified CallManager
CAR). If disk usage still exceeds the allocated disk space, the system deletes undelivered
files and files within the preservation duration, starting with the oldest, until disk utilization
falls below the high-water mark.
High Water Mark (%): This field specifies the maximum percentage of the allocated disk
space for CDR and CMR files. For example, if you choose 2000 megabytes from the Disk
Allocation field and 80% from the High Water Mark (%) field, the high-water mark equals
1600 MB.
When the disk usage exceeds the percentage that you specify and the Disable CDR/CMR
Files Deletion Based on HWM check box is unchecked, the system automatically purges all
successfully processed CDR and CMR files (those delivered to billing servers and loaded
to Cisco Unified CallManager CAR), beginning with the oldest files, to reduce disk usage
to the amount that you specify in the Low Water Mark (%) drop-down menu.
If the disk usage still exceeds the low-water mark or high-water mark, the system does not
delete any undelivered or unloaded files unless the disk usage exceeds the disk allocation.
If CDR disk space exceeds the high-water mark, the system generates the
CDRHWMExceeded alert.
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Low Water Mark (%): This field specifies the percentage of disk space that is allocated to
CDR and CMR files that is always available for use. For example, if you choose 2000 MB
from the Disk Allocation field and 40% from the Low Water Mark (%) field, the low-water
mark equals 800 MB.
CDR/CMR Files Preservation Duration (Days): Choose the number of days that you
want to retain CDR and CMR files.
Disable CDR/CMR Files Deletion Based on HWM: If you do not want to delete CDRs
and CMRs even if disk usage exceeds the percentage that you specify in the High Water
Mark (%) field, check this check box. By default, this check box remains unchecked, so the
system deletes CDRs and CMRs if disk usage exceeds the high-water mark.
Regardless of whether you enable the deletion of files based on the high-water mark
parameter, if disk usage exceeds the disk allocation that you configure, the Cisco CDR
Repository Manager service deletes CDR and CMR files, beginning with the oldest files,
until disk utilization falls below the high-water mark.
CDR ManagementBilling Application Server Parameters

You can configure up to three billing application servers where CDR management should send
CDR and CMR files using SFTP or FTP.
CDR ManagementBilling
Application Server Parameters
1. Enter
(S)FTP server
parameters.
2. Click Add.
CIPT2 v5.01-11
The figure shows the parameters that need to be entered per billing application server:
Host Name/IP Address
User Name
Password
Protocol (SFTP or FTP)
Directory Path
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Cisco Unified CallManager CAR Initial

Configuration
This topic describes the required steps for initial Cisco Unified CallManager CAR
configuration.
Cisco Unified CallManager CAR

Initial Configuration Overview
CCMAdministrator performs these steps:
Activates required services (on the first node of the cluster):
Cisco Unified CallManager CAR SchedulerSchedules
CAR-related tasks (CDR file loading, report generation).
Cisco Unified CallManager CAR Web ServiceGrants
access to the Cisco Unified CallManager CAR tool.
Assigns required rights to Cisco Unified CallManager CAR
administrators:
adds appropriate users to the Standard Cisco Unified
CallManager CAR Admin Users group
Group has Standard Admin Rep Tool Admin
(providing full access to Cisco Unified CallManager CAR)
role assigned by default
CIPT2 v5.01-12
As part of initial Cisco Unified CallManager CAR configuration, a Cisco Unified CallManager
administrator needs to do the following:
Activate services: Cisco Unified CallManager CAR requires the Cisco CAR Scheduler
service and the Cisco CAR Web Service to be activated on the first node.
Configure Cisco Unified CallManager CAR administrators: Cisco Unified

CallManager CAR administrators need to be assigned the standard role Standard Admin
Rep Tool Admin. This rule is assigned to the Standard CAR Admin Users group by default.
Therefore, the Cisco Unified CallManager administrator needs only to add the usernames
of the Cisco Unified CallManager CAR administrators into that group.
Note
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The CCMAdministrator does not have administrator privileges for the Cisco Unified
CallManager CAR tool. Because the CCMAdministrator cannot be assigned to user groups,
you cannot grant Cisco Unified CallManager CAR administrator rights to the
CCMAdministrator. You can, however, create a new username with Cisco Unified
CallManager administration and Cisco Unified CallManager CAR administration privileges.

Initial Configuration Overview (Cont.)
A Cisco Unified CallManager CAR administrator
performs the following:
Accesses Cisco Unified CallManager CAR
Sets up initial configuration of system parameters within
Cisco Unified CallManager CAR:
Mail parameters
Dial plan configuration
Gateway configuration
System preferences
Report configuration (Rating Engine and Define QoS)
used for cost calculation
CIPT2 v5.01-13
A Cisco Unified CallManager CAR administrator then performs the following initial
configuration:
Accesses Cisco Unified CallManager CAR tool
Sets up Cisco Unified CallManager CAR initial configuration options: Mail Parameters,
Dial Plan Configuration, Gateway Configuration, System Preferences, and Report Config.
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Cisco Unified CallManager CAR Service Activation

The figure shows the feature services that you need to activate on the first node when using
Cisco Unified CallManager CAR.
Cisco Unified CallManager CAR Service

Activation
Two Cisco Unified CallManager CAR services (feature
services) to be activated on first node of the cluster:
Cisco Unified CallManager CAR SchedulerSchedules Cisco
Unified CallManager CAR-related tasks (CDR file loading, report
generation)
Cisco Unified CallManager CAR Web ServiceGrants access to
the Cisco Unified CallManager CAR
Menu Path:
Cisco Unified CallManager Serviceability > Tools > Service Activation
CIPT2 v5.01-14
Both services are activated on the Cisco Unified CallManager Serviceability Service Activation
window:
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Cisco CAR Scheduler: The Cisco CAR Scheduler service allows you to schedule Cisco
Unified CallManager CAR-related tasks; for example, you can schedule report generation
or CDR file loading into the Cisco Unified CallManager CAR database. For this service to
work, activate the Cisco Unified CallManager service on the first node and ensure that it is
running.
Cisco CAR Web Service: The Cisco CAR Web Service loads the user interface for Cisco
Unified CallManager CAR, a web-based reporting application that generates either .csv or
.pdf reports by using CDR data. For this service to work, activate the Cisco Unified
CallManager service on the first node and ensure that it is running.
Cisco Unified CallManager CAR Login

There are two ways for administrators to log in to Cisco Unified CallManager CAR and one
way for Cisco Unified CallManager CAR users (managers or users).
Cisco Unified CallManager CAR Logon
Cisco Unified CallManager Serviceability Tools > CDR Analysis and

Reporting
or
https://<Server-ip/name>:8443/car/
CIPT2 v5.01-15
A Cisco Unified CallManager CAR administrator who also has access to Cisco Unified
CallManager Serviceability can launch Cisco Unified CallManager CAR from Cisco Unified
CallManager Serviceability by choosing Tools > CDR Analysis and Reporting. The user does
not need to use the same username for accessing Cisco Unified CallManager Serviceability and
for logging in to Cisco Unified CallManager CAR.
Cisco Unified CallManager CAR users or administrators can launch Cisco Unified
CallManager CAR from a supported web browser using the URL https://<serverip/name>:8443/car/Logon.jsp.
After the Cisco Unified CallManager CAR Logon window displays, enter your user ID and
password in the User Name and Password fields. Remember that the CCMAdministrator
account does not have access to Cisco Unified CallManager CAR.
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Cisco Unified CallManager CAR System ParametersMail

Parameters
Cisco Unified CallManager CAR reports can be sent by e-mail. To enable this feature, choose
System Parameters > Mail Parameters and configure the e-mail account information, as
shown in the figure.
Cisco Unified CallManager CAR System

ParametersMail Parameters
Menu Path:
Cisco Unified CallManager CAR > System > System
Parameters > Mail Parameters
Set mail server user

account and
password.
Set the default
domain (in case mail
recipients are entered
without domain
information).
Set mail server name
or IP address.
CIPT2 v5.01-16
Enter the e-mail ID and the password that is used by Cisco Unified CallManager CAR. This
e-mail account must exist on the mail server. Every time a report is sent with the Cisco Unified
CallManager CAR tool, this account is used. You also need to specify the mail domain and the
mail server name. The mail domain is added automatically when only the name of the recipient
(without any mail domain) is entered.
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Cisco Unified CallManager CAR System ParametersDial Plan

Configuration
The default dial plan in Cisco Unified CallManager CAR specifies the North American
Numbering Plan (NANP). However, you can change the dial plan configuration.
Cisco Unified CallManager CAR System

ParametersDial Plan Configuration
Menu Path:
Parameters > Dial Plan Configuration
Define the toll-free

numbers.
Specify clauses and
set the appropriate
call type.
Configure clauses with:
Activation check box
Condition
Number of digits
Pattern
CIPT2 v5.01-17
To configure the Cisco Unified CallManager CAR dial plan, define the parameters for outgoing
call classifications. Call classifications include International, Local, Long Distance, On Net,
and Others. For example, if on-net calls in the area are five digits in length, specify a row in the
dial plan (first row in the figure above) as follows:
Condition: =
No. of Digits: 5
Pattern: !
Call Type: On Net
The table describes the parameters in the Dial Plan Configuration window and lists the possible
values.
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Explanation of Parameters
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Parameter
Possible Values
Description
Condition
>
<
=
Condition of the rulegreater than (>), less than (<), or

equal to (=) the specified value in the No. of Digits field.
No. of Digits
NA
A digit
Number of digits in the directory number to which this rule

should be applied. If the number of digits does not affect the
rule, specify NA.
Pattern
G
T
!
X
Used for the call classification:
G means that the call is classified as specified in the

rule (that is, G is a wildcard for the gateway area codes
specified in the Gateway Configuration section).
T retrieves toll-free numbers.
! signifies multiple digits.
X signifies a single-digit number.
Call Type
International
Local
Long Distance
On Net
Others
Choose this call type if the condition is satisfied.
Toll Free Numbers
Digits
Numbers in the dial plan that can be called without a

charge.
Cisco Unified CallManager CAR System ParametersGateway

Configuration and System Preferences
Setting Gateway Configuration and System Preferences options is also part of the initial Cisco
Unified CallManager CAR configuration.
Cisco Unified CallManager CAR System Parameters

Gateway Configuration and System Preferences
Menu Path:
Parameters > Gateway Configuration
Gateway
configuration:
Area code
Menu Path:
Maximum number
of ports (used for
gateway utilization
calculation)

Parameters > System Preferences
System preferences:
Company name
that will be shown
on bills
CIPT2 v5.01-18
Configure the gateways in Cisco Unified CallManager CAR before using the Cisco Unified
CallManager CAR gateway reports, and update the gateway configuration every time a new
gateway is added to Cisco Unified CallManager Administration. When you delete gateways in
Cisco Unified CallManager Administration, they are automatically deleted in Cisco Unified
CallManager CAR. Cisco Unified CallManager CAR uses the configured area code
information to determine whether calls are local or long distance. Provide the maximum
number of ports for each gateway to enable Cisco Unified CallManager CAR to generate the
utilization reports. G is a wildcard for the gateway area codes used in dial plan configuration.
Note
Cisco Unified CallManager CAR uses the values provided for the gateway when the
gateway was added in Cisco Unified CallManager Administration. Therefore, some
gateways will already have an area code setting or have a zero for maximum number of
ports, depending on the details specified when the gateway was added in Cisco Unified
CallManager Administration.
Cisco Unified CallManager CAR System Preferences allows the configuration of a company
name. This name is printed on all bills generated by Cisco Unified CallManager CAR.
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Cisco Unified CallManager CAR Report ConfigRating Engine

The Rating Engine parameters are used to calculate the cost of a call.

Report ConfigRating Engine
Menu Path:
Cisco Unified CallManager CAR > Report
Config > Rating Engine > Duration
Menu Path:
Cisco Unified CallManager CAR > Report
Config > Rating Engine > Time of Day
Menu Path:
Cisco Unified CallManager CAR > Report Config > Rating Engine > Voice Quality
Rating Engine settings

include:
Call Duration
Time of Day
Voice Quality
CIPT2 v5.01-19
You can configure the base charge per block under Call Duration. A block refers to the time
units that you are charged for. In the example shown in the figure, the base charge applies to
units of six seconds. Under Time of Day, you can configure multiplication factors for daily
time periods. Finally, you can configure multiplication factors for four voice quality categories
(good, acceptable, fair, and poor).
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Cisco Unified CallManager CAR Report ConfigDefine QoS

As shown in the figure, you can specify voice quality categories for calls.

Report ConfigDefine QoS
Menu Path:
Cisco Unified CallManager CAR >
Report Config > Define QoS
Voice quality
category can be
defined based on:
Lost packets
Jitter
Latency
CIPT2 v5.01-20
The voice quality category can be configured based on any combination of the following
values:
Lost packets
Jitter
Latency
These values are taken from the CMR that is generated at the end of a call.
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Cisco Unified CallManager CAR Database

Management
This topic describes how to manage the Cisco Unified CallManager CAR database.
Cisco Unified CallManager CAR Database

Management Configuration Options
System > Scheduler > CDR Load: Determine when to load
CDR or CMR files into Cisco Unified CallManager CAR
database
System > Database > Manual Purge: Remove certain records
(based on time) from Cisco Unified CallManager CAR
database
System > Database > Configure Automatic Purge: Automatically
remove records from Cisco Unified CallManager CAR
database based on age and database utilization (watermarks)
CDR > Export CDR/CMR: For a specific date range, export
records from Cisco Unified CallManager CAR database to
CSV files, while removing additional CAR details
System > Log Screens > Event Log: Display information about
daily database jobs (CDR load, database purge, and so on)
CIPT2 v5.01-21
The Cisco Unified CallManager CAR database can be managed by using the following tools:
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CDR Load: Specifies when to load CDR and CMR files into the Cisco Unified
CallManager CAR database
Manual Purge: Removes records from the Cisco Unified CallManager CAR database
based on time information
Automatic Purge: Automatically removes records from the Cisco Unified CallManager
CAR database based on age and database utilization (watermarks)
Export CDR/CMR: Exports records from CAR database (tbl_billing_data and

tbl_billing_error) to CSV files, while removing additional CAR information
Event Log: Displays information about daily database jobs such as CDR load or automatic
purge

The CDR Load menu can be used to enable and disable the loading of CDRs into the Cisco
Unified CallManager CAR database.

Menu Path:
Cisco Unified CallManager CAR > System >
Scheduler > CDR Load
Enable or disable the

loading of CDRs.
Specify the CDR load
parameters:
Time
Loading interval
Duration
The CDRs should be
loaded during
nonbusiness hours.
CIPT2 v5.01-22
Configure the Load CDR & CMR area parameters:
Configure the time when the Cisco Unified CallManager CAR tool should start to load
CDR data from the CDR database into the Cisco Unified CallManager CAR database.
The loading interval specifies how often the CDR entries will be loaded. The minimum
interval is 15 minutes and the maximum is 24 hours.
You can define the duration of the loading interval to limit the loading time to a maximum
length to minimize the impact on Cisco Unified CallManager resources during business
hours.
In the Uninhibited Loading of CDR area, you can set a time range during which CDRs are
continuously loaded, ignoring the load interval or duration time.
When reports are not time-critical, you should enable CDR loading only outside business hours,
because CDR loading uses a large amount of Cisco Unified CallManager resources.
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Storage in the Cisco Unified CallManager CAR database is limited, therefore the database has
to be purged from time to time.

Menu Path:
Cisco Unified CallManager CAR > System > Database > Manual Purge
CAR Is the Only Option
Select table.
Select date
range.
Click Purge.
CIPT2 v5.01-23
The Cisco Unified CallManager CAR database can be purged manually:
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Step 1
In Cisco Unified CallManager CAR, choose System > Database > Manual Purge.
Choose the database in the Select Database drop-down menu. The two options are
Cisco Unified CallManager CAR and CDR.
Step 2
Choose the table to purge using the Select Table drop-down menu. Possible values
are the CallDetailRecord, Tbl_Billing_Data, Tbl_Error_Log, and Tbl_Purge_History
tables. The Table Information button displays an overview of the number of records
in each of the tables and shows when the first and last records were stored in the
database.
Step 3
To delete records, specify the Delete Records options. Database entries older than
the date specified in the Older Than field or from the range of dates specified in the
Between fields will be deleted.
Step 4
Click the Purge button.

To delete the data in the Cisco Unified CallManager CAR database and reload the CDRs from
flat files into the database, click the Reload All Call Detail Records button in the Manual
Database Purge window.
Erase Cisco Unified

CallManager CAR database
and reload with all existing
CDR and CMR records. Use
to reclassify calls after dial
plan updates, user-device
association changes, call rate
changes, and so on.
CIPT2 v5.01-24
You may want to reload the Cisco Unified CallManager CAR database if you want to reclassify
calls after dial plan updates, user-device association changes, call rate changes, and so on.
Performing this task may affect system performance. You can monitor the reload process by
looking at the CDR load event log (System > Log Screens > Event Log).
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The size of the Cisco Unified CallManager CAR database is 6 GB and is set at installation
time. The Automatic Purge option enables the administrator to control the utilization of the
Cisco Unified CallManager CAR database space.

Menu Path:
Cisco Unified CallManager CAR >System >
Database > Configure Automatic Purge
Controls the amount of

data in the Cisco Unified
CallManager CAR
database by setting
a high-water mark and
low-water mark:
Low- and high-water
marks are a percentage
of the 6-GB Cisco
Unified CallManager
CAR database
Deletes records that are
older than the number of
days specified when the
database size reaches the
high-water mark
Enabled by default
CIPT2 v5.01-25
The administrator can specify the low-water mark and the high-water mark for the database as a
percentage of the maximum (6-GB) Cisco Unified CallManager CAR database size. The
Automatic Purge function monitors the Cisco Unified CallManager CAR database. When the
database size reaches the low-water mark, the feature sends an e-mail alert to the administrator.
When the database size reaches the high-water mark, Cisco Unified CallManager CAR deletes
records from the Cisco Unified CallManager CAR database that are older than the specified
deletion age. If there are no entries in the database that are older than the minimum age
specified and the database is full, the oldest entries are deleted.
Automatic purge is enabled by default with these default values:
Low Water Mark: 80 percent (of 6 GB)
High Water Mark: 90 percent (of 6 GB)
By default, when the database size reaches the high-water mark, the records that are older than
180 days are deleted.
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Cisco Unified CallManager CAR Automatic

Reports
This topic describes scheduled Cisco Unified CallManager CAR reports.
Scheduled Cisco Unified CallManager

CAR Reports
Cisco Unified CallManager CAR can generate automatic reports:
Only supported for predefined reports
Daily, weekly, and monthly predefined automatic reports
CSV and PDF files formats supported
Reports can be sent by e-mail
Necessary configuration steps:
1. Configure options per predefined automatic report:
Enable or disable the report
Set the report format (CSV or PDF)
Enable or disable mail delivery of the report
2. Schedule (time of day, day of week or month) daily,
weekly, and monthly reports
CIPT2 v5.01-26
Cisco Unified CallManager CAR can generate automatic reports. There are a number of
predefined reports, which can be scheduled for automatic generation. The predefined reports
are daily, weekly, or monthly reports and can be generated in .pdf or .csv format. Automatic
reports can be sent by e-mail.
To configure automatic reports, configure these options for each automatic report:
Enable or disable the report.
Set the report format (.csv or .pdf).
Enable or disable mail delivery of the report.
In addition, you have to configure scheduling options for daily, weekly, and monthly reports.
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Automatic Report Generation Option Configuration

The figure shows the Automatic Report Generation/Alert Option window of Cisco Unified
CallManager CAR.
Automatic Report Generation Option

Configuration
Menu Path:
Cisco Unified CallManager CAR > System > Report Config > Automatic Generation/Alert
Enable or disable
selected report.
Choose report.
CIPT2 v5.01-27
In this window, choose one of the predefined reports, enable or disable the report, and click
Customize Parameters to set the report format (.csv or .pdf) and enable or disable the mailing
option.
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Scheduler Configuration for Automatic Reports

As shown in the figure, you can configure when daily, weekly, and monthly reports should be
generated using the options under System > Scheduler.
Scheduler Configuration for Automatic

Reports
Menu Path:
Cisco Unified CallManager CAR > System > Scheduler > Daily/Weekly/Monthly
Set time, day

of week, day
of month,
and life.
CIPT2 v5.01-28
The schedulers are preconfigured:
Daily reports are generated every day at 1 a.m.
Weekly reports are generated every Sunday at 4 a.m.
Monthly bills are generated on the first day in the month at 3 a.m., and other reports are
generated at 2 a.m., also on the first day in the month.
The Life field in the schedule configuration specifies the number of days, weeks, or months
(depending on the type of the schedule) that the reports are stored on the system. Choose the
desired value; for example, for weeks, from 0 to 12. After the configured lifetime has elapsed,
the reports are deleted.
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Cisco Unified CallManager CAR User Levels and

Report Types
This topic describes Cisco Unified CallManager CAR user levels and report types.
Cisco Unified CallManager CAR User Levels

There are three user
levels in Cisco Unified
CallManager CAR:
Administrator: Users have this
level when they are a member of
a group that has the role
Standard Admin Rep Tool Admin
assigned.
Manager: Users have this level
as soon as their user ID is
entered in the Manager User ID
field of one or more users.
User: Every end user has this
level.
CIPT2 v5.01-29
The menu options visible to the user in the Cisco Unified CallManager CAR tool depend on the
level assigned to the user. Cisco Unified CallManager CAR provides reporting capabilities for
three levels of users:
Administrators have access to all Cisco Unified CallManager CAR reports. Cisco Unified
CallManager CAR users have this level when they log in with a username that is a member
of a group that has the role Standard Admin Rep Tool Admin assigned.
Managers can generate reports for users, their department, and QoS. Cisco Unified
CallManager CAR users have this level when they log in with a username that is entered in
the Manager User ID field of one or more users.
Individual users can generate a billing report only for their own calls. Cisco Unified
CallManager CAR users have this level when they log in with any other end-user
username.
Note
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To access the Cisco Unified CallManager CAR tool, browse to https://<serverip/name>:8443/car/.
Cisco Unified CallManager CAR Report Types

Cisco Unified CallManager CAR reports are organized into three report types.

Report Types
CIPT2 v5.01-30
These report types are as follows:
User reports: Bills, Top N, Cisco IPMA, and Cisco IP Phone Services. Bills can be
generated for individual users, groups of users, or all users. With the Top N report, it is
easy to find, for example, the top five users with the highest cost, longest call duration, or
highest number of calls.
System reports: QoS, Traffic, FAC/CMC, Malicious Call Details, Precedence Call
Summary, System Overview, and CDR Error. With these reports, it is possible to find part
of the network where QoS does not work properly or where there is more traffic than
planned in the design phase. FAC and CMC reports provide information about calls that
require an authorization code or calls that are flagged with a certain client matter code.
Based on the entered client matter code, you can easily create reports of calls that relate to a
certain customer or project.
Device reports: Gateway, Route Plan, Conference Bridge, and Voice Messaging. Device
reports are useful when you want to monitor the usage of a specific device, such as a
gateway or voice-mail port.
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The figure shows the reports that can be generated by each user level.
Administrator
Manager
User
User Reports
Bills, Top N
(of managed
users)
Bills
(only their
own)
System
Reports
QoS
Device
Reports
CIPT2 v5.01-31
The administrator can generate all types of reports: user reports, system reports, and device
reports. Managers can generate only parts of the user and system reports, such as billing, Top
N, and QoS reports, and only for employees who report directly or indirectly to the manager.
Users can check only their own bills, in general or in detail, and send the report by e-mail.
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Cisco Unified CallManager CAR User Report

Generation
This topic describes how to create a user report.
User Report Generation

Menu Path:
Cisco Unified CallManager CAR > User Reports > Bills > Individual
Browse to https://<server-ip/name>:8443/car/Logon.jsp.
Users can generate bills only for themselves (data privacy).
View or send reports via e-mail.
CIPT2 v5.01-32
End users can access the Cisco Unified CallManager CAR tool by browsing to https://<serverip/name>:8443/car/ and by logging in with their username and password. End users have
limited access to the CDR database and can generate reports only for their own calls. This
limitation helps ensure the privacy of the call data for users.
An end user can generate an individual bill as a summary or in detail. To generate a report,
choose the report type, set the time range and the report format, and click the View Report
button to display the report or the Send Report button to send the report by e-mail.
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The figure shows an example for a user report.
CIPT2 v5.01-33
In this example, the user clicked the View Report button after specifying PDF format, and the
individual bill was generated.
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The example shows the Mail To window that appears when the user clicks the Send Report
button.

Enter the
recipients
of the report.
The PDF is
automatically
attached.
The subject
is predefined.
Optionally, add
a message to
the e-mail.
Click Send.
CIPT2 v5.01-34
In this window, the user enters the e-mail recipients. Users can edit the predefined subject of
the e-mail and enter text in the e-mail body field. The report is sent by e-mail after the user
clicks the Send button.
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Summary
Summary
Cisco Unified CallManager collects call information in CDRs
and CMRs for later analysis, reporting, or billing. Cisco
Unified CallManager CAR is a tool integrated into Cisco
CDR collection has to be enabled, and disk utilization
parameters and billing servers have to be configured.
Cisco Unified CallManager CAR initial configuration includes
activation of services and configuration of system
parameters.
Cisco Unified CallManager CAR uses its own database.
Database management includes the configuration of disk
utilization parameters and the time ranges when CDRs and
CMRs should be loaded into the Cisco Unified CallManager
CAR database.
CIPT2 v5.01-35
Summary (Cont.)
Cisco Unified CallManager CAR supports automatic
generation of daily, weekly, and monthly reports.
Cisco Unified CallManager CAR users can have various
levels, providing access to different ranges of reports.
Cisco Unified CallManager CAR users with the lowest level
(user level) can generate bills only for themselves.
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CIPT2 v5.01-36
Lesson 5
Using Additional Management

and Monitoring Tools
Overview
Cisco Unified CallManager supports management by Simple Network Management Protocol
(SNMP) and ships with additional tools that simplify Cisco Unified CallManager
administration or allow management and monitoring using special features provided by Cisco
This lesson explains Cisco Unified CallManager SNMP support and describes additional tools
such as dependency records, Cisco Unified CallManager Dialed Number Analyzer, and Quality
Report Tool (QRT).
Objectives
Upon completing this lesson, you will be able to use additional management and monitoring
tools. This ability includes being able to meet these objectives:
Explain the use of SNMP and Cisco Unified Operations Manager in remotely managing
and maintaining a Cisco Unified CallManager system
Explain the use of dependency records, enable them, and access them
Use Cisco Unified CallManager Dialed Number Analyzer to analyze inbound and
outbound calls in a Cisco Unified CallManager dial plan
Configure the QRT feature to display IP phone problem reports from users
SNMP Management
This topic describes Cisco Unified CallManager SNMP support.
SNMP Management Overview

Cisco
SRST
PSTN
Management
Station
Remote Site
IP WAN
Headquarters
Cisco
Unified
CallManager
Express
Remote Site
Cisco Unified CallManager and other components of Cisco Unified

Communications solutions such as gateways can be managed by SNMP.
CIPT2 v5.01-2
Network management software performs specific tasks to monitor and manage the health and
availability of devices in a network. SNMP management systems are typically used in largescale data or voice networks.
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Cisco Unified Operations Manager Overview

Cisco Unified Operations Manager provides a unified view of the entire IP communications
infrastructure and presents the current operational status of each of the elements of the IP
communications network.
Cisco Unified Operations Manager

Overview
Cisco Unified Operations Manager can be used to:
Manage network devicesGateways, switches
Manage IP telephony devicesCisco Unified CallManager,
Cisco Unity, IP phones
Monitor devicesSend alarms and alerts to e-mail
addresses, pagers, and CiscoWorks clients
CIPT2 v5.01-3
Cisco Unified Operations Manager provides a unified view of the entire IP communications
infrastructure and presents the current operational status of each of the elements of the IP
communications network. It continuously monitors the operational status of various IP
communications elements, such as Cisco Unified CallManager, Cisco Unified CallManager
Express, Cisco Unity software, Cisco Unity Express, Cisco IP Contact Center, and Cisco
gateways, routers, and phones and provides diagnostic capabilities for faster trouble isolation
and resolution.
Monitoring features include the ability to send alarms and alerts to e-mail recipients, pagers,
and CiscoWorks clients.
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SNMP Refresher
SNMP, an industry-standard interface, is an application layer protocol that is part of the TCP/IP
protocol suite. SNMP enables administrators to remotely manage network performance, find
and solve network problems, and plan for network growth. Network management systems
(NMSs) use SNMP to exchange management information between network devices.
SNMP Refresher
SNMP is a protocol that facilitates the exchange of
management information between network devices
(for example, Cisco Unified CallManager and network
management software)
SNMP versions:
SMNPv1
SNMPv2
SNMPv3
Consists of three key components:
Managed devices
Agents
Network management systems
CIPT2 v5.01-4
Three versions of SNMP exist:
SNMP version 1 (SNMPv1)
SNMPv1 and SNMPv2 have a number of common features but SNMPv2 offers enhancements,
such as additional protocol operations. SNMPv3 specifications primarily add security and
remote configuration capabilities to SNMP.
An SNMP-managed network comprises three key components:
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Managed devices: A managed device designates a network node that contains an SNMP
agent and resides on a managed network. Managed devices collect and store management
information and make it available by using SNMP.
Agents: An agent, as network management software, resides on a managed device. An

agent contains local knowledge of management information and translates it into a form
that is compatible with SNMP.
NMSs: An NMS consists of an SNMP management application together with the computer
on which it runs. An NMS executes applications that monitor and control managed devices.
An NMS provides the bulk of the processing and memory resources that are required for
network management. These NMSs are compatible with Cisco Unified CallManager:
CiscoWorks2000
HP OpenView
Third-party applications that support SNMP and Cisco Unified CallManager SNMP
interfaces
This list specifies Cisco Unified CallManager SNMP trap messages that are sent to an NMS
that is specified as a trap receiver:
Cisco Unified CallManager failed
Phone failed
Phones status update
Gateway failed
Media resource list exhausted
Route list exhausted
Gateway Layer 2 change
Quality report
Malicious call
SNMP itself is a simple request-and-response protocol. NMSs can send multiple requests
without receiving a response. Six SNMP operations are defined in the table.
SNMP Operations
Operation
Definition
Get
Allows the NMS to retrieve an object instance from the agent.
GetNext
Allows the NMS to retrieve the next object instance from a table or list
within an agent. In SNMPv1, when an NMS wants to retrieve all
elements of a table from an agent, it initiates a Get operation, followed
by a series of GetNext operations.
GetBulk
New for SNMPv2. The GetBulk operation was added to make it easier
to acquire large amounts of related information without initiating
repeated GetNext operations. GetBulk was designed to virtually
eliminate the need for GetNext operations.
Set
Allows the NMS to set values for object instances within an agent.
Trap
Used by the agent to asynchronously inform the NMS of some event.

The SNMPv2 Trap message is designed to replace the SNMPv1 Trap
message.
Inform
New for SNMPv2. The Inform operation was added to allow one NMS
to send trap information to another.
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Cisco Unified CallManager Release 5.0 Supported MIBs

The figure lists the MIBs supported in Cisco Unified CallManager Release 5.0.
Cisco Unified CallManager Release 5.0

Supported MIBs
CISCO-CCM-MIBContains information about the local Cisco Unified
CallManager and its associated devices.
CISCO-CDP-MIBEnables Cisco Unified CallManager to advertise
itself to other Cisco devices on the network.
CISCO-SYSLOG-MIBProvides fault and recovery notification via
syslogs. Generates trap for every syslog message with severity above
the user-set severity level.
MIB2 (Standard)Provides access to variables that are defined in
RFC 1213, such as interfaces and IP.
SYSAPPL-MIBProvides information about the installed applications,
components, and processes that are running on the system.
HOST-RESOURCES-MIB (Standard)Provides host information,
such as storage resources, process tables, device information,
and installed software base.
CIPT2 v5.01-5
A new MIB, called the CISCO-SYSLOG-MIB, was added with Cisco Unified CallManager
Release 5.0. This MIB provides fault and recovery notification through syslogs. It also
generates a trap (Inform) for every syslog message with a severity above the user-defined
severity level.
See the Cisco Unified CallManager Serviceability System Guide, Release 5.0(2), for details on
the MIB objects at
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/5_0/service/serv502/ccmsrvs
/sssnmp.htm#wp1041745.
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To support SNMP, Cisco Unified CallManager uses the services listed in this figure and the
next, which display in the Service Activation or Control Center windows in Cisco Unified
CallManager Serviceability.
Implements the CISCO-CCM-MIB
Provides SNMP access to provisioning and statistical information
Activate on all nodes in the cluster if you use SNMP
CIPT2 v5.01-6
The figure shows the first of these services, the Cisco Unified CallManager SNMP service.
This service provides SNMP access to provisioning and statistics information that is available
for Cisco Unified CallManager and implements the CISCO-CCM-MIB. If you use SNMP,
activate this service on all servers in the cluster (choose Tools > Service Activation).
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The figure shows SNMP agents (network services) that are automatically activated.
Server Name
or IP
Address
Status
Other
Service
Agents
Automatically activated
CIPT2 v5.01-7
These network services include the following:
SNMP Master Agent: This service, which acts as the agent protocol engine, provides
authentication, authorization, access control, and privacy functions that relate to SNMP
requests.
After you complete SNMP configuration in Cisco Unified CallManager Serviceability, you
must restart the SNMP Master Agent service in the Control CenterNetwork Features
window.
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MIB2 Agent: This service provides SNMP access to variables that are defined in RFC
1213; for example, system, interfaces, IP, and so on.
Host Resources Agent: This service provides SNMP access to host information, such as
storage resources, process tables, device information, and installed software base. This
service implements the HOST-RESOURCES-MIB.
System Application Agent: This service implements the SYSAPPL-MIB to provide a

system-level view of the installed applications and their status.
Native Agent Adaptor: This service allows you to forward requests from an SNMP master
agent to a native SNMP agent running on the same system. Native SNMP agents support
vendor MIBs only.
Cisco CDP Agent: This service uses Cisco Discovery Protocol (CDP) to provide SNMP
access to network connectivity information on the Cisco Unified CallManager node. This
service implements the CISCO-CDP-MIB.
Cisco Syslog Agent: This service supports gathering of syslog messages that various Cisco
Unified CallManager components generate and enables syslog messages to be converted to
SNMP traps. This service implements the CISCO-SYSLOG-MIB.
SNMP Configuration
Configuration of SNMP is important in order to retrieve any MIB data and to receive
notifications when a fault occurs.
SNMP Configuration
Configure
SNMP settings.
CIPT2 v5.01-8
For any SNMP configuration changes to take effect, the SNMP Master Agent service needs to
be restarted on all servers. You can restart the service after each configuration update or after
all the configuration steps are completed through the Service Control Center window.
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SNMP Submenus
The figure shows the SNMP menu options.
SNMP Submenus
The V1/V2c menu is used to
configure the SNMP
community string and
notification destination.
The V3 submenu is used to
configure SNMPV3
parameters.
The system group submenu
is used to configure the MIB-II
system group system contact
and system location objects.
CIPT2 v5.01-9
These are the SNMP menu options:
V1/V2c: The V1/V2c menu provides you with the settings necessary to use SNMPv1 and
SNMPv2c:
Because the SNMP agent provides security by using community strings, you must
configure the community string to access any MIB in a Cisco Unified CallManager
system. Change the community string to limit access to the Cisco Unified
CallManager system.
To define the notification destination, the destination to which SNMP traps are sent,
use the Notification Destination submenu.
V3: The V3 menu provides you with the settings necessary to use SNMPv3:
To define the user that is used to authenticate within the SNMPv3 environment, use
the User submenu.
To define the notification destination, the destination to which SNMP traps are sent,
use the Notification Destination submenu.
MIB2 System Group: Cisco Unified CallManager Serviceability provides the MIB2
System Group Configuration window:
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Here you can configure the system contact and system location objects for the MIBII system group. For example, you could enter Administrator, 555-0121 for the
system contact and San Jose, Bldg 23, 2nd floor for the system location.
Adding Notification Destinations for SNMPv1 and SNMPv2c

To add a SNMP notification destination for SNMPv1 and SNMPv2c, follow the steps outlined
in the figure.
Adding Notification Destinations for V1/V2c

1. Choose SNMP>SNMP
V1/V2c.
2. Choose Notification
Destination.
3. Choose the server from the
drop-down list.
4. Click Add New and
enter the details, such
as IP address of the
destination host, port
number, community string,
and version
of the notification.
5. Click Insert.
Apply the community string to all nodes.
CIPT2 v5.01-10

Step 1
Choose SNMP > SNMP V1/V2c.
Step 2
Choose Notification Destination.
Step 3
Choose the server from the drop-down menu.
Step 4
Click Add New and enter the details, such as the IP address of the destination host,
port number, community string, and version of the notification.
Step 5
Click Insert.
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Adding SNMPv3 Users

To add SNMPv3 users, follow the steps outlined in the figure.
Adding SNMPv3 Users

1. Choose SNMP > SNMP V3.
2. Choose User.
3. Choose the server from
the drop- down list.
4. Click Add New and enter
the details, such as
username, authentication
protocol, privacy protocol,
authentication and privacy
passwords.
5. Click Insert.
CIPT2 v5.01-11
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Step 1
Choose SNMP > SNMP V3.
Step 2
Choose User.
Step 3
Choose the server from the drop-down menu.
Step 4
Click Add New and enter the details, such as username, authentication protocol,
privacy protocol, authentication, and privacy passwords.
Step 5
Click Insert.
Dependency Records
This topic describes the use of dependency records in a Cisco Unified CallManager
environment.
Dependency Records
Administrator tries to
delete a device pool.
Error Message: still

being referenced.
Which devices
use this
device pool?
Dependency
Records
CIPT2 v5.01-12
In Cisco Unified CallManager Administration, numerous configuration elements are referenced

by other elements (for example, a route pattern refers to a route list, which refers to a route
group, which refers to a gateway). In many cases, you cannot delete or even modify such
elements if they are currently referenced elsewhere in the system. It can be difficult and timeconsuming to find out which configuration element is referencing the element that you are
trying to delete or modify. The feature that allows you to determine references between
configuration elements in Cisco Unified CallManager is called dependency records.
Example
The administrator tries to delete a device pool. A message is displayed announcing that some
devices still use this pool. The administrator can use dependency records to find out which
devices use this device pool.
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Because dependency records are disabled by default, you must enable them using Cisco
Unified CallManager Administration if you want to use them.

Choose Cisco CallManager Administration > System > Service
Parameters.
Set the value to True to display dependency records.
Displaying dependency records leads to high CPU usage
and takes time; it executes in a low-priority thread.
CIPT2 v5.01-13
To enable dependency records, set the Enable Dependency Records enterprise parameter,
which is found in the CCMAdmin Parameters group, to True. To get to the enterprise
parameter configuration window, choose System > Enterprise Parameters in Cisco Unified
CallManager Administration.
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Dependency Records are accessed using the Related Links function, which is located at the top
right corner of the configuration page of the element for which you want to see the dependency
records.
Dependency records can be found on many of the

configuration pages in Cisco Unified CallManager
Administration.
In this example, Choose Dependency Records to see all
devices or items using device pool Default.
CIPT2 v5.01-14
Choose Dependency Records from the Related Links menu and click OK; the Dependency
Records Summary window appears. In the example shown in the figure, dependency records
are requested for the device pool Default.
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The Dependency Records Summary window displays the number and types of records that use
the configuration element from which the dependency records have been requested.

The Summary
window shows the
dependency
records only by type
and number.
To get detailed
information
about a type,
click the entry.
From the detailed
list, click an entry
to get to the
configuration page
of that device.
CIPT2 v5.01-15
To display more detailed dependency records information, click the corresponding type. In the
example shown in the figure, Phone records have been selected. In the Dependency Records
Detail window, all phones that refer to the device pool Default are listed. You can click a single
phone in the Dependency Records Detail window to go to the configuration window of the
corresponding device.
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Cisco Unified CallManager Dialed Number

Analyzer
This topic describes Cisco Unified CallManager Dialed Number Analyzer.

Analyzer
Cisco Unified
CallManager Dialed
Number Analyzer can
be used to verify dial
plans.
Administrator
912425551234
PSTN
PSTN
The call is simulated in Cisco
Unified CallManager Dialed
Number Analyzer.
CIPT2 v5.01-16
Cisco Unified CallManager Dialed Number Analyzer is a feature integrated into Cisco Unified
CallManager. The tool allows you to test a Cisco Unified CallManager dial plan configuration
by simulating calls using the existing configuration or simulating calls using a changed dial
plan configuration before you deploy it.
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Cisco Unified CallManager Dialed Number Analyzer Overview

Cisco Unified CallManager Dialed Number Analyzer can be used in several ways.

Analyzer Overview
Features:
Diagnose the dial plans in a deployed system
Tune predeployment dial plans
Trace path for given dialed digits
Considers different types of the calls, such as:
IP phone to IP phone
Gateway to IP phone
IP phone to gateway
Gateway to gateway
Calls to feature-specific patterns
CIPT2 v5.01-17
You can use Cisco Unified CallManager Dialed Number Analyzer to diagnose dial plans after
the dial plan is deployed or to tune and test dial plans before deployment.
A dial plan can be very complex, involving multiple devices, translation patterns, route
patterns, route lists, route groups, calling- and called-party transformations, and device-level
transformations. Because of this complexity, a dial plan may contain errors. You can use Cisco
Unified CallManager Dialed Number Analyzer to test a dial plan by providing dialed digits as
input. The tool analyzes the dialed digits and shows details of the calls. You can use these
results to diagnose the dial plan, identify problems, if any, and tune the dial plan before it is
deployed.
With Cisco Unified CallManager Dialed Number Analyzer, you can analyze various types of
calls, such as IP phone-to-IP phone, gateway-to-IP phone, IP phone-to-gateway, and gatewayto-gateway calls. Further, you can analyze calls to feature-specific patterns, such as computer
telephony integration (CTI) route points or pilot points.
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Accessing Cisco Unified CallManager Dialed Number Analyzer

There are two options to access Cisco Unified CallManager Dialed Number Analyzer.
Accessing Cisco Unified CallManager

Dialed Number Analyzer
Activate the
Cisco Unified
CallManager
Dialed Number
Analyzer service,
and the Dialed
Number Analyzer
option appears
under the
Serviceability >
Tools menu.
You can also
access it at:
https://<cm-machine>:8443/dna.
CIPT2 v5.01-18
You can access Cisco Unified CallManager Dialed Number Analyzer by using Cisco Unified
CallManager Serviceability and choosing Tools > Dialed Number Analyzer (when the Cisco
Unified CallManager Dialed Number Analyzer feature service is activated on the node).
You can also access Cisco Unified CallManager Dialed Number Analyzer by using the URL
https://<cm-machine>:8443/dna where <cm-machine> specifies the node name or IP address
on which the Cisco Unified CallManager Dialed Number Analyzer feature service is running.
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Cisco Unified CallManager Dialed Number AnalyzerAnalyzer

Input
The figure shows an example of the Analyzer window in the Cisco Unified CallManager
Dialed Number Analyzer.
Cisco Unified CallManager Dialed

Number AnalyzerAnalyzer Input
Insert
test
calling
number.
Insert test dialed
digits.
Choose calling
search space for
inserted numbers.
Click Do Analysis
to start the
analysis.
CIPT2 v5.01-19
The analysis involves entering calling-party and called-party digits in the Cisco Unified
CallManager Dialed Number Analyzer tool and choosing a calling search space for the
analysis. Cisco Unified CallManager Dialed Number Analyzer uses this calling search space
and analyzes the dialed digits. You need not choose specific devices or provide any other input.
Cisco Unified CallManager Dialed Number Analyzer allows you to analyze a route pattern,
translation pattern, directory number, or CTI route point. Further, beginning with Cisco Unified
CallManager Release 4.1, the Cisco Unified CallManager Dialed Number Analyzer tool
supports call coverage, H.323 FastStart, Hospitality, trunk-to-trunk transfer, Forced
Authorization Codes (FAC) and Client Matter Codes (CMC), BRI, Multilevel Precedence and
Preemption (MLPP), U.S. Department of Defense (DoD) requirements, Q Signaling (QSIG),
and time-of-day features. Cisco Unified CallManager Dialed Number Analyzer added support
for new session initiation protocol (SIP) features, which were introduced with Cisco Unified
CallManager Release 5.
In this example, a call between 2001 and 3004 with no calling search space is analyzed. The
Calling Party and the Dialed Digits fields are mandatory. When you want to test, for example,
time-of-day routing, you can specify a time zone as well. After you have specified all values,
click the Do Analysis button to start the analysis.
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Cisco Unified CallManager Dialed Number AnalyzerExample

for a Routed Call: Summary View
The figure displays the result of the analyzed call between 2001 and 3004 (in collapsed view).

Example for a Routed Call: Summary View
Click Expand All to

get more information
about the call.
Is the call routed or
restricted?
Is the call an on-net
or an off-net call?
CIPT2 v5.01-20
For complete information, click the Expand All button. The match result information is the
first point to check. Is the call routed correctly or is it restricted? RouteThisPattern means that
the call is routed correctly. The time zone, especially important when using time-of-day
routing, is also displayed. Further, for troubleshooting, the off-net pattern value is interesting.
When you want to block off-net-to-off-net transfers, you can check this information for
whether the correct classification is being used. In this case, the call between 2001 and 3004 is
internal, and the call is not classified as on-net.
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for a Routed Call: Detailed View
After you click the Expand All button, you see more detailed information for the call, as shown
in the figure.

AnalyzerExample for a Routed Call: Detailed View
Calling Search
Spaces of the
Calling Party
Matching
Number,
Partition, and
Time Schedule
CIPT2 v5.01-21
In the Calling Party Information area, the calling-party number (2001) and the corresponding
line and device calling search spaces can be seen. In the Matched Partition Information area,
the matching number (3004), the partition, and the time schedule are shown.

Example for a Routed Call: Detailed View (Cont.)
Are any
forwarding fields
defined for the
destination?
Type, Status,
and Name of the
Device
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CIPT2 v5.01-22
The Forwarding Information area provides information that can be helpful when looking for
toll fraud in call forwarding. Forwarding Information can be found in the Directory Number
subsection, which provides details about all possible call forwarding settings. If the destination
of the call is an internal device, you will also see details about the device. These details include
the device type (phone model), the device status (registered or unregistered), and the device
name.

for a Blocked Call: Summary View
The figure shows an example of a blocked call using the collapsed view.

Example for a Blocked Call: Summary View
Click Expand All to

get more information
about the call.
Is the call routed or
restricted?
CIPT2 v5.01-23
The call shown in the figure was placed to a public switched telephone network (PSTN)
destination using a frequently exploited area code (242Bahamas). The match result is
BlockThisPattern, so the call was blocked. To see all information about this analyzed call, click
the Expand All button.
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for a Blocked Call: Detailed View
The expanded view provides more information about the call.

Example for a Blocked Call: Detailed View
Destination:
Dialed Digits,
Route Pattern,
Called Number
On-Net or
Off-Net Call?
Gateway
CIPT2 v5.01-24
When examining the differences between the dialed digits, the matched route pattern, and the
called-party number, you see that the access code 9 is not shown in the called-party number.
This indicates that the matched route pattern is configured to strip off the access code. The call
is classified as an off-net call. The end device is the gateway that should be used by this route
pattern. However, because the route pattern is configured to block the call, the gateway
configuration and digit manipulation settings are not relevant.
Tip
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With Cisco Unified CallManager Dialed Number Analyzer, you can easily determine what
route pattern is matched and why a call is blocked. Cisco Unified CallManager Dialed
Number Analyzer is a very useful tool for dial plan troubleshooting.
Quality Report Tool

This topic describes the Quality Report Tool (QRT), which can be used by end users to report
IP phone problems.
QRT Overview
QRT is a voice-quality reporting tool integrated into Cisco
QRT allows users to report calls with quality problems or
general problems such as missing dial tones by pressing
the QRT softkey on the IP phone.
Details about affected call are sent to Cisco Unified
CallManager and stored on the server hard disk.
Stored data can be analyzed using QRT Viewer
(part of Cisco Unified CallManager RTMT).
Two user interview modes are supported.
CIPT2 v5.01-25
QRT is a voice-quality and general problem-reporting tool for Cisco IP phones. With QRT,
there is a softkey available on the IP phone that allows users to report audio and other general
problems with the IP phone. When a user reports problems using QRT, details about the
affected call are sent to Cisco Unified CallManager and stored on the server disk.
The stored QRT data can be analyzed using the QRT Viewer, which is part of Cisco Unified
CallManager Real-Time Monitoring Tool (RTMT).
QRT was introduced in Cisco CallManager Release 3.3. Cisco Unified CallManager Release
5.0 supports the following features:
Two user interview modes: interview mode and silent mode.
Unicode support for languages that require multibyte characters, for example, Japanese and
Chinese. Note that the QRT softkey itself is not localized.
QRT on SIP phones is available on the Cisco Unified IP Phone 7911, 7941G, 7941G-GE,
7961G, 7961G-GE, and 7971 models. QRT on Skinny Client Control Protocol (SCCP)
phones is available on all current models that support softkeys.
The QRT softkey can be enabled for the Connected, Connected Conference, Connected
Transfer, and On Hook state.
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Two interfaces, silent mode and interview mode, are supported.

Two user interface modes are supported.
Interview mode: User is presented with extended menu
choices. This mode lets the user provide additional details
related to audio quality (reason codes). It also lets the user
submit a report for problems not related to audio quality,
such as phone recently rebooted or cannot make calls.
Silent Mode (default): User is not presented with extended
menu choices. When users press the QRT softkey,
streaming statistics are collected and report is logged
without further user interaction.
Cisco Extended Functions service parameter named Display
Extended QRT Menu Choices is used to configure the mode.
CIPT2 v5.01-26
They work as follows:
Silent mode: The user is not presented with extended menu choices. When users press the
QRT softkey, the streaming statistics are collected and the report is logged without further
user interaction. This mode is supported only when the phone is in the Connected,
Connected Conference, or Connected Transfer state.
Interview mode: The user is presented with extended menu choices. This mode is
supported when the phone is in the Connected or On Hook state. This mode lets the user
provide additional details related to audio quality (reason codes). It also lets the user submit
a report for problems that are not related to audio quality, such as a phone that recently
rebooted or that cannot make calls.
A Cisco Extended Services Functions service parameter named Display Extended QRT Menu
Choices is used to configure the mode. The default is False (silent mode). To enable interview
mode, change this service parameter to True.
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The figure shows an example for QRT using interview mode.

2
1. User presses QRT softkey.
2. User is prompted to select

a problem category.
3. User is prompted to choose
a reason code.
4. User is sent an acknowledgment.
CIPT2 v5.01-27
In this example, the administrator has created new a softkey template and has associated that
new softkey template with these Cisco Unified IP Phone 7960 phones. The phone in the
example is in the On Hook state. The phone is set to operate in interview mode because the
clusterwide service parameter Display Extended QRT Menu Choices is set to False.
When the user presses the QRT softkey, he or she is presented with a menu of categories. When
the user chooses the category Problems with Last Call, the corresponding Reason Code window
appears. When the user chooses a reason code, the acknowledgment screen is displayed.
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The figure shows an example of QRT using silent mode.

2
1
1. User presses QRT softkey.

2. User is sent an acknowledgment.
CIPT2 v5.01-28
In this example, the administrator has created a new softkey template and has associated that
softkey template with these Cisco Unified IP Phone 7960 phones. The phone in the example is
in the On Hook state. The administrator has turned off interview mode by setting the Display
Extended Menu Choices service parameter to False (silent mode). When the QRT softkey is
pressed, the user is not prompted with a Reason Code window. Instead, the user is sent an
immediate acknowledgment.
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QRT is not on by default.

1. Activate the Cisco Extended Functions service (feature
service) in Cisco Unified CallManager Serviceability.
2. Set the Extended Functions service parameter Display
Extended QRT Menu Choices to interview mode.
3. Add the QRT softkey to the phones that should be able to
use QRT for these states:
Connected
Connected Conference
Connected Transfer
On Hook
CIPT2 v5.01-29
Enabling QRT includes three major steps.:

Step 1
Activate the Cisco Extended Functions feature service by choosing Cisco Unified
CallManager Serviceability > Tools > Service Activation.
Step 2
Set the Extended Services Functions service parameter Display Extended QRT
Menu Choices to interview mode. The default is False (silent mode). To enable
interview mode, change this service parameter to True.
Step 3
Add the QRT softkey to the phones that should be able to use the feature. The QRT
softkey can be added to the following phone states: Connected, Connected
Conference, Connected Transfer, and On Hook.
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Viewing QRT Reports

QRT reports are sent from the IP phone and stored on the local Cisco Unified CallManager disk
in Extended Markup Language (XML) format.
Viewing QRT Reports
1
Display the QRT log
files using Query
Wizard or Local
Browse.
QRT Viewer is part of Trace and Log Central of Cisco Unified

CallManager RTMT. QRT log files are named qrtXXX.xml.
CIPT2 v5.01-30
You can view the IP phone problem reports that QRT generates by using the QRT Viewer,
which is part of the Trace and Log Central component of Cisco Unified CallManager RTMT.
The QRT Viewer allows you to filter, format, and view phone problem reports that have been
generated. The QRT Viewer displays the log file entries by using the Query Wizard or Local
Browse option. Only log files from the Cisco Extended Functions service contain QRT
information. The format for the log file name that contains QRT data is qrtXXX.xml.
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Viewing QRT Reports (Cont.)
Choose filtering
options.
3
Display records.
Customize the contents and format of the report.

CIPT2 v5.01-31
From the QRT Viewer window, you have a number of filtering and formatting options. You
can filter reports by the extension, device, problem category, or additional criteria, such as
source device IP or directory number.
The order in which you choose the fields determines the order in which they appear in the QRT
Report Result pane.
To view the report in the QRT Report Result pane, click Display Records.
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Summary
Summary
Cisco Unified CallManager, as part of the Cisco Unified
Communications solution, supports management by SNMP.
Cisco Unified Operations Manager is the recommended SNMP
management system to manage
Cisco Unified Communications deployments.
Dependency records help in determining which configuration
elements of Cisco Unified CallManager are associated with other
configuration elements.
Cisco Unified CallManager Dialed Number Analyzer is a tool
to diagnose, tune, and test deployed dial plans as well
as to test dial plan changes before deployment.
QRT helps administrators to identify and resolve quality
problems in an IP telephony network. End users can use this
tool to report errors.
CIPT2 v5.01-32
References
For additional information, refer to this resource:
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Cisco Systems, Inc. Cisco Unified CallManager Serviceability System Guide, Release
5.0(2), for details on MIB objects at
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/5_0/service/serv502/ccm
srvs/sssnmp.htm#wp1041745.
Module Summary
This topic summarizes the key points that were discussed in this module.
Module Summary
Cisco Unified CallManager Serviceability includes tools for alarm
configuration, service activation, and service control.
The Cisco Unified CallManager RTMT is a monitoring tool installed on
an administrator PC. It can be used to monitor the system and to
generate alerts.
Cisco Unified CallManager can write alarms and trace information to
files stored on the local hard disk. Cisco Unified CallManager RTMT can
be used to analyze these
files remotely or to collect the files to an administrator PC
for local analysis.
Cisco Unified CallManager CAR tool is used to analyze calls and
generate reports about call activities.
Cisco Unified CallManager supports SNMP for remote management and
includes additional tools, such as dependency records, Cisco Unified
CallManager Dialed Number Analyzer, and QRT.
CIPT2 v5.01-1
This module described the maintenance tools that can be used with Cisco Unified CallManager.
It started by describing Cisco Unified CallManager Serviceability features, such as the
configuration of alarms and management of services. The module also explained how the Cisco
Unified CallManager Real-Time Monitoring Tool (RTMT) can be used to monitor the system
and individual devices. Cisco Unified CallManager alarm and trace configuration were
discussed next, including information on how to collect and analyze traces using Cisco Unified
CallManager RTMT. The module continued with a discussion of the Cisco Unified
CallManager CDR Analysis and Reporting (CAR) tool that is used for call analysis and reports.
At the end, this module described additional management and monitoring tools, such as Simple
Network Management Protocol (SNMP), Cisco Unified CallManager Dialed Number Analyzer,
Quality Report Tool (QRT), and dependency records and explained how they are used.
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Module Self-Check
Use the questions here to review what you learned in this module. The correct answers and
solutions are found in the Module Self-Check Answer Key.
Q1)
Which statement is true about Cisco Unified CallManager Serviceability? (Source:

Introducing Cisco Unified CallManager Serviceability)
A)
B)
C)
D)
Q2)
By default, what instance signs the Cisco Unified CallManager certificate needed for
HTTPS access to Cisco Unified CallManager Administration and Serviceability?
(Source: Introducing Cisco Unified CallManager Serviceability)
A)
A)
B)
C)
Q3)
Deactivated services cannot be started.

Stopped services cannot be activated.
Services can be started, stopped, or restarted.
A stopped service needs to be activated before it can be started or restarted.
Activated services cannot be stopped.
Which service provides real-time data to Cisco Unified CallManager RTMT? (Source:
Monitoring Performance)
A)
B)
C)
D)
3-162
Tools menu of Cisco Unified CallManager Serviceability

Service menu of Cisco Unified CallManager Serviceability
Service menu of Cisco Unified CallManager Administration
System menu of Cisco Unified CallManager Serviceability
Which two statements are true about service control? (Choose two.) (Source:
A)
B)
C)
D)
E)
Q5)
CAPF
Cisco Unified CallManager itself
an enterprise CA
the browser that accesses the web pages.
From which menu can you activate Cisco Unified CallManager services? (Source:
A)
B)
C)
D)
Q4)
needs to be installed from the Cisco Unified CallManager Install Plugins

window
provides a configuration interface to configure extension directory numbers
allows you to start, stop, or restart Cisco Unified CallManager services
provides services to analyze traces
Cisco RIS Data Collector

Cisco AMC
Cisco DirSync
Q6)
What is needed to use Cisco Unified CallManager RTMT? (Source: Monitoring

Performance)
A)
B)
C)
D)
Q7)
Which feature of Cisco Unified CallManager RTMT simplifies repeated monitoring

tasks? (Source: Monitoring Performance)
A)
B)
C)
D)
Q8)
e-mail notification
trace download to file server (SFTP or FTP)
trace download to file server (SFTP only)
trace download to file server (FTP only)
SNMP trap
visible notification inside Cisco Unified CallManager RTMT
pager notification
On what host and how should you start Cisco Serviceability Reporter? (Source:
A)
B)
C)
D)
Q11)
all nodes that run the Cisco AMC service

the first node, because it automatically becomes the primary collector
the CSV files on the first node
the node that has been configured as the primary collector
all nodes, because the Cisco AMC service is running by default
What are three possible Cisco Unified CallManager RTMT alert actions? (Choose
three.) (Source: Monitoring Performance)
A)
B)
C)
D)
E)
F)
G)
Q10)
monitoring profiles
Cisco LPM thresholds
configuration profiles
Cisco AMC service
Where does Cisco Unified CallManager RTMT collect log data from? (Source:
A)
B)
C)
D)
E)
Q9)
Establish a browser connection to Cisco Unified CallManager Serviceability so

that the Cisco Unified CallManager RTMT web pages can be accessed.
Download and install the Cisco Unified CallManager RTMT plug-in and start
it locally from an administrator PC.
Activate the Cisco Unified CallManager RTMT service. Only then you can
access the application from Cisco Unified CallManager Serviceability > Tools.
Download and install the Cisco Unified CallManager RTMT application to
Cisco Unified CallManager (first node of the cluster) and start it from there.
install and run on a dedicated server that is not a Cisco Unified CallManager
node
enable using the Cisco Unified CallManager RTMT Reporter Node service
parameter on a Cisco Unified CallManager non-call-processing node
enable using a Cisco AMC service parameter on the primary collector
enable using the Cisco Unified CallManager RTMT Reporter Node service
parameter on the failover collector
The trend analysis report provided by Cisco Serviceability Reporter is the _____.
(Source: Monitoring Performance)
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Q12)
To which destination does a scheduled collection transfer the trace files? (Source:
Configuring Alarms and Traces)
A)
B)
C)
D)
Q13)
Alarms can be configured per _____. (Source: Configuring Alarms and Traces)
A)
B)
C)
D)
Q14)
D)
E)

Trace Configuration
Troubleshooting Configuration
Trace Troubleshooting Settings
Which two features are provided by Cisco Unified CallManager RTMT Trace and Log
Central? (Choose two.) (Source: Configuring Alarms and Traces)
A)
B)
C)
D)
E)
3-164
SDL traces contain information about call processing.

SDI traces are available only for the Cisco Unified CallManager service.
SDI traces are available only for the Cisco Unified CallManager and Cisco
CTIManager services.
SDL traces contain information about run-time events and are used for
development purposes.
SDL traces are available only for the Cisco Unified CallManager and Cisco
CTIManager services.
Which function activates all options of the selected service at the selected server and
sets the trace level to Detailed. (Source: Configuring Alarms and Traces)
A)
B)
C)
D)
Q16)
cluster
server and service
cluster and service
server
Which two statements are correct about traces? (Choose two.) (Source: Configuring
Alarms and Traces)
A)
B)
C)
Q15)
the SFTP server whose IP address you configured in Cisco Unified

CallManager RTMT
the computer running Cisco Unified CallManager RTMT
the Cisco Unified CallManager node running Trace and Log Central
the Cisco Unified CallManager node on which you set the Trace Destination
service parameter
log integrity protection

scheduled trace collection
trace configuration
trace analysis
log dispatch via e-mail
Q17)
When you are performing trace analysis using Cisco Unified CallManager RTMT, how
can trace files be accessed? (Source: Configuring Alarms and Traces)
Q18)
The basis for call analysis and reporting are _____ records. (Source: Managing Call
Accounting)
Q19)
What happens to undelivered CDR and CMR files when the high-water mark for CDR
disk usage is exceeded and the disk allocation is not? (Source: Managing Call
Accounting)
A)
B)
C)
D)
E)
Q20)
Which tool is best suited to providing information needed for billing? (Source:
Managing Call Accounting)
A)
B)
C)
D)
Q21)

RIS Data Collector
When you are manually purging the Cisco Unified CallManager CAR database, why
would you use the function Reload All Call Detail Records? (Source: Managing Call
Accounting)
A)
B)
C)
D)
Q22)
The CDR and CMR files are purged.

No new CDRs or CMRs are written.
The partition size is extended.
The files are kept on the disk.
Entries in the Cisco Unified CallManager CAR database are purged.
to synchronize the Cisco Unified CallManager CAR database with the CDRs
to reclassify calls after dial plan updates and user-device association or call rate
changes
after you use the Export CDR/CMR function
to add the CDRs that have been generated since the last time you used this
function
Which is not an option that you can choose when you are configuring automatic
reports? (Source: Managing Call Accounting)
A)
B)
C)
D)
the users for which you want to generate the reports

selectively enabling or disabling preconfigured automatic reports
report format (PDF or CSV)
time-of-day, day-of-week, and day-of-month settings for daily, weekly, and
monthly reports
Q23)
What are the user types supported by Cisco Unified CallManager CAR? (Source:
Managing Call Accounting)
Q24)
When you are creating an individual bill, which two options cannot be configured?
(Choose two.) (Source: Managing Call Accounting)
A)
B)
C)
D)
E)
report format (PDF or CSV)

e-mail delivery of the report
saving the report as a custom automatic report
date range
time range
3-165
Q25)
Cisco Unified CallManager supports _____, a protocol that facilitates the exchange of
management information between managed network devices and a network
management system. (Source: Using Additional Management and Monitoring Tools)
Q26)
What is the purpose of the dependency records feature? (Source: Using Additional
Management and Monitoring Tools)
A)
B)
C)
D)
Q27)
Cisco Unified CallManager Dialed Number Analyzer can be used to analyze which of
the following? (Source: Using Additional Management and Monitoring Tools)
A)
B)
C)
D)
Q28)
the number of calls going to and coming from the PSTN

service numbers that have been called by users
dial plans in an IP telephony environment
Erlang B and Erlang C values based on CDRs
When you are using QRT, quality reports are created _____. (Source: Using Additional
Management and Monitoring Tools)
A)
B)
C)
D)
3-166
analyze dial plans

find linkages between configuration elements in Cisco Unified CallManager
map users to user group associations
identify dial plan elements dependent on time and date
automatically for all users

for randomly selected calls
when an administrator activates the QRT Viewer
when an end user presses the QRT softkey on the IP phone
Module Self-Check Answer Key

Q1)
Q2)
Q3)
Q4)
A, C
Q5)
Q6)
Q7)
Q8)
Q9)
A, C, F
Q10)
Q11)
Q12)
Q13)
Q14)
A, E
Q15)
Q16)
B, D
Q17)
Cisco Unified CallManager RTMT can access files from Cisco Unified CallManager servers (Remote
Browse) or from the local hard disk (Local Browse).
Q18)
CDR and CMR
Q19)
Q20)
Q21)
Q22)
Q23)
Cisco Unified CallManager CAR supports three user levels: administrator, manager, and user.
Q24)
C, E
Q25)
SNMP
Q26)
Q27)
Q28)
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Students, this letter describes important

Introducing Cisco Unified CallManager Serviceability

Configuring Alarms and Traces

Implementing Cisco Unified CallManager Part 2 (CIPT2) v5.0

2006 Cisco Systems, Inc.

Managing Call Accounting

2006 Cisco Systems, Inc.

Implementing Cisco Unified CallManager Part 2 (CIPT2) v5.0

Using Additional Management and Monitoring Tools

Implementing Cisco Unified CallManager Part 2 (CIPT2) v5.0

2006 Cisco Systems, Inc.

Monitor and Manage IP

Configure Cisco Unified CallManager CAR to generate CDRs and reports

Use additional management and monitoring tools

Implementing Cisco Unified CallManager Part 2 (CIPT2) v5.0

2006 Cisco Systems, Inc.

Introducing Cisco Unified

Explain how HTTPS provides secure remote communications to Cisco Unified

Cisco Unified CallManager Serviceability

Cisco Unified CallManager

2006 Cisco Systems, Inc. All rights reserved.

Cisco Unified CallManager Serviceability functions include these:

Alarm configuration: Allows the configuration of alarm levels and destinations

Trace configuration: Used to configure trace options for troubleshooting

Simple Network Management Protocol (SNMP) configuration: Allows a network

Implementing Cisco Unified CallManager Part 2 (CIPT2) v5.0

2006 Cisco Systems, Inc.

Accessing Cisco Unified CallManager Serviceability

Accessing Cisco Unified CallManager

2006 Cisco Systems, Inc. All rights reserved.

2006 Cisco Systems, Inc.

Monitor and Manage IP Telephony

Cisco Unified CallManager ServiceabilityExpanded Menus

Cisco Unified CallManager

2006 Cisco Systems, Inc. All rights reserved.

Implementing Cisco Unified CallManager Part 2 (CIPT2) v5.0

2006 Cisco Systems, Inc.

2006 Cisco Systems, Inc. All rights reserved.

2006 Cisco Systems, Inc.

Monitor and Manage IP Telephony

HTTPS Certificate Operations

HTTPS Certificate Operations

2006 Cisco Systems, Inc. All rights reserved.

Implementing Cisco Unified CallManager Part 2 (CIPT2) v5.0

2006 Cisco Systems, Inc.

Verify Authenticity of the Received Cisco Unified CallManager

Verify Authenticity of the Received Cisco

2006 Cisco Systems, Inc. All rights reserved.

2006 Cisco Systems, Inc.

Monitor and Manage IP Telephony

Verify Authenticity of the Received Cisco

2006 Cisco Systems, Inc. All rights reserved.

Implementing Cisco Unified CallManager Part 2 (CIPT2) v5.0

2006 Cisco Systems, Inc.

2006 Cisco Systems, Inc.

Monitor and Manage IP Telephony

Install the Certificate

Install the Certificate

2006 Cisco Systems, Inc. All rights reserved.

Implementing Cisco Unified CallManager Part 2 (CIPT2) v5.0

2006 Cisco Systems, Inc.

Service Activation Procedure