Cisco Prime Collaboration Assurance Guide - Advanced, 11.

x
First Published: March 01, 2016
Last Modified: April 26, 2016

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 CONTENTS

PART I Introduction 1

CHAPTER 1 Overview of Cisco Prime Collaboration Assurance 3

Standard and Advanced Cisco Prime Collaboration Assurance 3
Cisco Prime Collaboration Assurance—Standard Features 11
Device Inventory Management in Standard 11
Monitor and Fault Management in Standard 11
Cisco Prime Collaboration Assurance—Advanced Features 12
Voice and Video Unified Dashboard 12
Device Inventory Management 13
Voice and Video Endpoint Monitoring 13
Diagnostics 14
Fault Management 14
Reports 15
Cisco Prime Collaboration Assurance Support for IPv6 15
Overview of Cisco Prime Collaboration Assurance—MSP Mode 17
Differences Between the Enterprise Mode and the MSP Mode 20
Cisco Prime Collaboration Assurance NBI 21
Cisco Prime Collaboration Geo-Redundancy 21
What's New in Cisco Prime Collaboration 22

CHAPTER 2 Concepts 29
Event 29
Alarm 30
Event Creation 31
Alarm Creation 31
Event and Alarm Association 32
Event and Alarm Correlation 32

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Event Aggregation 33
Event Masking 33
Alarm Status 33
Event Severity 34
Event and Alarm Database 35
Alarm Notifications 35

CHAPTER 3 Get Started with Cisco Prime Collaboration Assurance 37

Get Started with Cisco Prime Collaboration Assurance 37
Getting Started 43

PART II Set Up the Server 45

CHAPTER 4 Enable Third-Party CA Signed Certificate 47

Install CA Signed Certificate for Secure Data Transmission 47
Install CA Signed Certificate 48

CHAPTER 5 Manage Licenses 51

Cisco Prime Collaboration Assurance Licensing 51
Cisco Prime Collaboration Analytics Licensing 52
Enable and Disable Analytics 52
Cisco Prime Collaboration Contact Center Assurance Licensing 53
License Count 54
Phone Count in Cisco Prime Collaboration Assurance 54
View License Details 54
Add and Delete a License File 55
Switch Between the Standard and Advanced Modes in Cisco Prime Collaboration 56

CHAPTER 6 Manage Users 59

Cisco Prime Collaboration Assurance-Advanced User Roles 60
Single Sign-On for Cisco Prime Collaboration 60
Default User Accounts 62
User Roles and Tasks 63
Add, Edit, and Delete a User 63
Modify User Roles 64

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Configure an LDAP Server 65

LDAP Configuration Parameters 65
Reset Cisco Prime Collaboration Assurance Passwords 67
Change Passwords 68

CHAPTER 7 Manage Customers 69

Add Customers 69
Global Customer Selection 70

CHAPTER 8 Manage Assurance Domains 71

Manage Assurance Domains 71
Add Assurance Domains 71
Global Assurance Domain Selection 72

CHAPTER 9 Configure System Parameters 73

Configure System Parameters 73
Global System Parameters 74
Configure SMTP Server 75
Configure Cisco Prime Collaboration Assurance Server Time Zone 76

PART III Manage Devices in Cisco Prime Collaboration Assurance 77

CHAPTER 10 Manage Device Credentials 79

Manage Device Credentials 79
Add a Device Credentials Profile 80
Credential Profiles Field Descriptions 80
SSL Certificate Authentication for Device Discovery 84
Modify Device Credentials 84
Verify Device Credentials 85
Credential Verification Error Messages 85
Delete a Device Credential Profile 88

CHAPTER 11 Set Up Clusters 89

Manage Cisco TelePresence Manager or Cisco TMS or Cisco TelePresence Exchange (CTX)
clusters 89

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CHAPTER 12 Discover Devices 91

Discover Devices 91
Discovery Life Cycle 91
Discovery Methods 94
Prerequisites and Recommendations 96
Automatic Discovery of Devices 102
Discovery Filters and Scheduling Options 104
Manual Discovery of Devices 105
Import Devices 106
Export Device Lists and Credentials 107
Troubleshooting 108
Discovery of Cisco Unified Computing System (UCS) 108
Unified CM Cluster Data Discovery 110
Schedule Cluster Data Discovery 111
Rediscover Devices 112
Rediscover Deleted Devices 113
Verify Discovery Status 113
Troubleshooting 114

CHAPTER 13 Manage Device Groups 117

About Device Groups 117
Create Groups 120
Add Devices to a Group 120
Remove Devices from a Group 121
Device Group Selector 121

CHAPTER 14 Manage Inventory 123

View Inventory Details 123
Inventory Pane 124
Device 360° View 128
Global Search Options for Cisco Prime Collaboration Assurance 132
Assurance Inventory Summary 134
Device-Specific Inventory Details 135
Update and Collect Inventory Details 147

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Update Inventory 147

Job Schedule - Field Descriptions 149
Inventory Details Collection 149
IP Phone Discovery Schedule 150
View and Add an IP Phone Collection Status 150
IP Phone Discovery Schedule 151
Schedule IP Phone XML Discovery Schedule 151
Suspend and Resume Managed Devices 152
Delete Devices 153
Performance Graphs 153
Unified CM Device Search 159
SNMP Query 161

CHAPTER 15 Poll Devices 163

Overview 163
Polling Parameters— Settings 165
View Polling Parameters 165
Edit Polling Parameters 165

PART IV Monitor Faults 167

CHAPTER 16 Configure Notifications 169

Configure Notifications 169
Notification Groups 170
Notification Criteria 171
Types of Notifications 171
SNMP Trap Notifications 172
Syslog Notifications 180
Notifications Limited to Specific Alarms 181
Add an Alarm Set 182
Add a Device Notification Group 182
General Information Field Descriptions 183
Set up Destinations Field Descriptions 184

CHAPTER 17 Set Threshold Rules 187

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Threshold Rules 187

Configure TelePresence Endpoint Thresholds—Global 189
Configure TelePresence Endpoint Threshold—Device Level 190
Enable Automatic Troubleshooting for TelePresence Endpoints 190
Overview of Device Pool Thresholds 190
Edit Device Pool Thresholds 191
Overview of Voice Call Grade Settings 192
Add Dynamic Syslogs 192
Correlation Rules 194
Create Custom Events 197
Custom Alert Parameters 198
System 199

CHAPTER 18 Monitor Alarms and Events 201

Alarms and Alarm Summary 201
Events 204
View Call Events 206

PART V Monitor the Network 209

CHAPTER 19 Monitor Video Endpoints 211

Endpoint Diagnostics Dashboard 211
View User 360 Details 213

CHAPTER 20 Monitor Sessions 215

Monitor Sessions 215
Data Collection for Video Sessions 216
Import Sessions from CTS-Manager and Cisco TMS 219
Session Workflow and Scenarios 220
Session Diagnostics Dashboard 227
Realtime Visibility of an Endpoint 230
360° Session View 232
Session Topology 233
Endpoint Statistics 236

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PART VI Dashboards and Reports 237

CHAPTER 21 Cisco Prime Collaboration Dashboards 239

Cisco Prime Collaboration Dashboards 239
Ops View 241
Summary 243
Endpoint by Device Pool 245
Topology—Cisco Unified Communications Manager or Cisco TelePresence Video
Communication Server Cluster 245
View Information in the Cluster 248
Search for Devices 249
Connected Devices 249
Performance 250
Route Pattern Summary 250
Device Search 250
Endpoint Registration Summary 250
Availability Summary 251
Service Experience 251
Top 5 Poor Voice Call Quality Locations 252
Top 5 Call Failure Locations 252
Top 10 TelePresence Endpoints with Call Quality Alarms 253
Session with Alarms 253
Alarm Dashboard 253
Top 10 Impacted TelePresence Endpoints with Alarms 253
Top 10 Devices with Alarms 253
Infrastructure Alarm Summary 254
Utilization Monitor 254
Trunk Utilization 254
Route Group Utilization 255
Trunk Group Utilization 256
Top 5 Location CAC Bandwidth Usage 256
Conferencing Devices 257
Conductor Bridge Pool Utilization 257
TelePresence Endpoint 258

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Top 10 Utilized TelePresence Endpoints 258

Top 10 Utilized TelePresence Endpoint Models 259
Top 10 No Show TelePresence Endpoints 259
Least 10 Utilized TelePresence Endpoints 259
Least 10 Utilized TelePresence Endpoint Models 259
Number of TelePresence Session 259
License Usage 260
Prime License Manager 260
VCS License Usage 260
Customer Voice Portal License Usage 261
Contact Center Enterprise License Usage 262
Customer Summary Dashboard 263
Contact Center Assurance Topology Dashboard 265
Performance Dashboards 266
Unified CM and Unity Connection 267
System Summary 267
Communications Manager Summary 268
Call Activity 268
Gateway Activity 269
SDL Queue 270
Cisco TFTP 271
CPU and Memory 271
Disk Usage 273
CTI Manager 274
Heartbeat 274
SIP Activity 274
Process 275
Database Summary 277
Phone Summary 278
Device Summary 278
IM and Presence Summary 279
Cisco Jabber Summary 280
Learned Patterns 280
Port Monitor 281
View Historical Trends 282

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Create Custom Performance Dashboards 282

Add a Customized Dashboard 284

CHAPTER 22 Cisco Prime Collaboration Reports 285

Prerequisites to Generate the Cisco Prime Collaboration Reports 285
Update CDR Data Source Credentials 286
Add a Data Source Credential 286
Add Multiple Data Source Credentials 287
Use Data Source Credentials to Troubleshoot Problems and Verify Credentials 287
Call Classification 288
Understand OffNet and OnNet Calls 290
Call Category Creation 291
Dial Plan Addition 291
Understand the Default Dial Plan 291
Add a Dial Pattern to a Dial Plan 295
Apply Dial Patterns to VG/Trunk-Outgoing, Internal, and OnNet Trunk Calls 296
Configure Gateway Codes 296
Configure SFTP Settings 297
SFTP Settings Page - Field Descriptions 297
Administrative Reports 298
CDR & CMR Call Report 299
Generate CDR & CMR Reports 305
Troubleshoot 308
NAM & Sensor Report 309
Understand Sensor Reports 314
View Sensor Stream Correlation Data 314
Session Reports 318
All Session Summary Report 318
Session Detail Report 319
TelePresence Endpoint Reports 319
Endpoint Utilization Report 319
No Show Endpoint Summary Report 319
Launch CUCM Reports 320
Miscellaneous Reports 320
UCM/CME Phone Activity Reports 320

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Audio Phone Move Report 320

Audio Phone Audit Report 320
Removed IP Phones Report 321
Audio Phones Extension Changes Report 321
Suspect Phones Report 321
Duplicate MAC/IP Address Report 322
Video Phone Move Report 322
Video Phone Audit Report 322
Removed Video Phones Report 323
Video Extension Changes Report 323
Export Audio Phones Report 323
Export Video Phones Report 324
Voice Call Quality Event History Reports 325
Other Reports 326
CTI Applications Report 326
ATA Devices Report 327
Cisco 1040 Sensors Report 327
Conferencing Device Video Port Utilization Report 327
Scheduled Reports 328
Generate Scheduled Reports 329
Access Data for Reports that Contain More than 2,000 Records 329
Troubleshoot File Download Issues 330

PART VII Perform Diagnostics 331

CHAPTER 23 Diagnostics for Voice Endpoints 333

Phone Status Test 333
Create a Phone Status Test 334
Import Phone Status Test 335
Format Phone Status Test Import File 335
Synthetic Test 337
Prerequisites for Synthetic Tests 338
Create an Emergency Call Synthetic Test 339
Create a Message-Waiting Indicator Synthetic Test 340
Create a TFTP Download Synthetic Test 341

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Create an End-to-End Call Synthetic Test 341

Create Dial-Tone Synthetic Tests 343
Create a Phone Registration Test 344
Import Synthetic Tests 344
Format Synthetic Test Import Files 345
Manage Synthetic Tests 350
Synthetic Test Notes 351
IP SLA Voice Tests 352
Required Cisco IOS and IP SLA Versions 354
Create an IP SLA Voice Test 355
Import Multiple IP SLA Voice Tests 360
Format IP SLA Voice Test Import Files 361
Manage IP SLA Voice Tests 363
IP SLA Voice Test Data 364
Create a Batch Test 371
Format Batch Test Import Files 371
Manage Batch Tests 372
Phone Tests—Batch and On Demand Tests 374
Create a Phone Test on Demand 376
UC Phone Tests SummaryAudio Phone Features Test 378
Update the JTAPI.JAR files in Cisco Prime Collaboration Assurance 380
CME Diagnostics 380
Synthetic Test Center 381

CHAPTER 24 Diagnostics for Video Endpoints 383

Features of the Troubleshooting Workflow 384
Features of the Troubleshooting Workflow for Sessions 386
Features of the Troubleshooting Workflow for Endpoints 386
Support Matrix for Troubleshooting Source and Destination Endpoints 387
Traceroute Command 388
Cisco Performance Monitor 389
Start a Troubleshooting Workflow 389
MSI-enabled Device Troubleshooting 391
Troubleshoot Data Analysis 392
Troubleshooting 392

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Logs 395
Medianet Path View 396
CPU and Memory 396
CPU and Packet Loss 396
Video IP Bit Rate and Packet Loss 397
Video Interarrival Jitter and Packet Loss 398
IP DSCP and Packet Loss 399
Medianet Enabled Network 399
View All Flows 400
Performance Monitor 400
Path Assessment 402
Test Result 403
Export Troubleshooting Data 404
Understand the Export Troubleshooting Report 404
Cisco Mediatrace 406
WSMA and SNMP Support in Mediatrace 3.0 406
Cisco Mediatrace on Switches 407
Cisco Mediatrace Diagnostics 407
Cisco Prime Infrastructure Cross-Launch 408
Cross-Launch Cisco Prime Infrastructure 409
Cisco Prime Infrastructure Pane - Field Descriptions 409

CHAPTER 25 Media Path Analysis 411

Analyze Media Paths Using VSAA 411
VSA Agent Assessment Results 412
Manage a Video Test Call 414

CHAPTER 26 Collect Logs 417

Log Collection Center 418
Set the Trace Levels 420
Log Collection Template 421
Collect Call Logs 421

CHAPTER 27 Analyze Call Signaling 423

Supported Call Flows 425

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Create a Call Ladder Diagram 427

Filter a Message in the Call Ladder Diagram 429
Understand a Call Ladder Diagram 430

PART VIII Maintain the Server 433

CHAPTER 28 Manage Jobs 435

Schedule a Job 436
Cancel a Job 437
Predefined Quick Filters 437

CHAPTER 29 Purge Policies 439

Purge Policies Table 439

CHAPTER 30 Perform Backup and Restore 441

Perform Backup and Restore 441
Overview of Backup and Restore 441
Backup Time Period 442
Create a Repository on FTP, Disk, SFTP, or TFTP Server 443
List the Repository Data 443
Schedule Backup using Cisco Prime Collaboration User Interface 444
Backup Cisco Prime Collaboration Assurance Data using CLI 445
Check the Backup History 445
Restore Data on the Same System 445
Restore on a New System 446

CHAPTER 31 Set Log Levels 449

Log Levels 449

APPENDIX A Synthetic Test Worksheet 451

APPENDIX B Cisco 1040 Sensor Management 455

Overview of Cisco Prime NAM/vNAM 455
Perform Initial Configuration in Cisco Prime Collaboration 456
Configuration for TFTP Servers for Cisco 1040 Configuration and Image Files 456

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Add and Delete a TFTP Server 456

Set Up the Cisco 1040 Sensor Default Configuration 457
Cisco 1040 Sensor/NAM Setup Page—Graphical User Interface Elements 458
Configure Cisco 1040 Sensors in Cisco Prime Collaboration 458
Cisco 1040 Sensor Details 459
Add a Cisco 1040 Sensor 460
Cisco 1040 Sensor/NAM Dialog Box—Graphical User Interface Elements
Description 461
Edit Configurations for Multiple Cisco 1040s 461
Cisco 1040 Management - Field Descriptions 462
Reset Cisco 1040s 462
Delete a Cisco 1040 Sensor 463
View Diagnostic Information on a Cisco 1040 463

APPENDIX C User Interface 465

Filters 465
Launch the Advanced Filter and Save Filter Criteria 466
Quick View 466
View About Details 467

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PART I
Introduction
• Overview of Cisco Prime Collaboration Assurance, page 3
• Concepts, page 29
• Get Started with Cisco Prime Collaboration Assurance, page 37
 CHAPTER 1
Overview of Cisco Prime Collaboration
Assurance
This document provides information on Cisco Prime Collaboration 11.0 and 11.1 features.
Cisco Prime Collaboration is a comprehensive video and voice service assurance and management system
with a set of monitoring , troubleshooting, and reporting capabilities that help you receive a consistent,
high-quality video and voice collaboration experience.

• Standard and Advanced Cisco Prime Collaboration Assurance, page 3

• Cisco Prime Collaboration Assurance—Standard Features, page 11
• Cisco Prime Collaboration Assurance—Advanced Features, page 12
• Overview of Cisco Prime Collaboration Assurance—MSP Mode, page 17
• Differences Between the Enterprise Mode and the MSP Mode, page 20
• Cisco Prime Collaboration Assurance NBI , page 21
• Cisco Prime Collaboration Geo-Redundancy, page 21
• What's New in Cisco Prime Collaboration, page 22

Standard and Advanced Cisco Prime Collaboration Assurance

Cisco Prime Collaboration Assurance is available in the following modes:
• Cisco Prime Collaboration Assurance Standard—Enterprise mode
• Cisco Prime Collaboration Assurance Advanced—Enterprise and MSP mode

Cisco Prime Collaboration Assurance Standard is a simplified version of Cisco Prime Collaboration Assurance
Advanced. It provides basic assurance features that help you manage Unified Communications 9.x and later
and Cisco TelePresence components. You can monitor only one cluster per product for a single installation
of Cisco Prime Collaboration-Standard.
For installing Standard and Advanced Assurance, see the Cisco Prime Collaboration Assurance and Analytics
Install and Upgrade Guide.

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 Standard and Advanced Cisco Prime Collaboration Assurance

Cisco Prime Collaboration Assurance Advanced is a comprehensive video and voice service assurance and
management system with a set of monitoring, troubleshooting, and reporting capabilities that help ensure that
you receive a consistent, high-quality video and voice collaboration experience.
• The Enterprise mode provides a single enterprise view or multiple assurance domains view within your
enterprise. This option is usually used in a standard single enterprise environment.
• The MSP mode provides multiple customer views. This option is used in managed service provider
environments. This view allows you to view the devices of multiple customers that are being managed.
For more information on the MSP mode, .

The following table lists the features available in Cisco Prime Collaboration Assurance—Standard and
Advanced.

Feature Standard Advanced See Cisco Prime Collaboration

Assurance Guide - Advanced
Supported It supports Enterprise It supports both the Enterprise For more information on Advanced
Modes mode only. and MSP modes. features, see the sections Overview of
Cisco Prime Collaboration
Assurance—MSP Mode and
Differences Between the Enterprise
Mode and the MSP Mode.

License Does not require a Requires license after For more information on Advanced
Requirement license. evaluation expiry. features, see the section Manage
Licenses.

Role Based Supports Super Supports five roles to provide For more information on Advanced
Access Administrator role multiple levels of authorization: features, see the section Manage Users.
Control only.
• Super Administrator
• System Administrator
• Network Administrator
• Operator
• Helpdesk

Single Yes Yes For more information on Advanced

Sign-On features, see the section Manage Users.
Support

Cluster Manages only one Manages multiple clusters with For more information on Advanced
Management cluster of Cisco mixes of cluster revisions and features, see the section Set Up
Unified CM, one cluster associations. Clusters.
cluster of Cisco
Unity and Cisco IM
and Presence.
.

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 Standard and Advanced Cisco Prime Collaboration Assurance

Discovery For more information on Advanced

• You can • You can discover and features, see the section Discover
discover and manage all endpoints that
Devices.
manage are registered to Cisco
endpoints that Unified CM (phones and
are registered TelePresence), Cisco VCS
to Cisco TMS (TelePresence),
and Cisco CTS-Manager
VCS. (TelePresence), and Cisco
TMS (TelePresence). In
• You can add
addition to managing the
and manage
endpoints, you can also
Cisco Unified
manage multipoint
CM (including
switches, application
Cisco Unified
managers, call processors,
IM and
routers, and switches that
Presence) 9.x
are part of your voice and
and later and
video collaboration
Cisco Unity
network.
Connection 9.x
and later • Provides multiple
applications. discovery modes such as
Auto Discovery, Import,
and Add Device features.
• Supports Logical
Discovery, Ping Sweep,
CDP-based discovery for
discovering devices.
• Provides the option to
perform rediscovery.

Inventory Provides limited For more information on Advanced

Management inventory • Provides a concise features, see the section Manage
summary information for
information by using Inventory.
a device through the
the Current Inventory
Device 360 view.
Table.
• Provides exhaustive
Inventory details.

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 Standard and Advanced Cisco Prime Collaboration Assurance

Fault For more information on Advanced

Management • Provides an • Support for initiating features, see the section Monitor
Alarms and troubleshooting by using
Alarms and Events.
Events quick views.
browser.
• Supports Alarm
• Supports Correlation rules.
setting up email
• Supports customization of
notifications
events at the device, and
for Alarm Sets.
global level.
• Supports
• Provides configuration of
creation of
thresholds for:
custom events
for Unified ◦TelePresence
Communications Endpoints
Performance
Counters. ◦Infrastructure
Device
• Supports set up
of custom alerts ◦Call Quality
based on ◦Device Pool
selected
metrics and
corresponding
thresholds.
Once a
threshold is
violated, an
alert is seen in
the alarm
browser.

Voice and NA Provides the following For more information on Advanced

video predefined reports and features, see the section Dashboards
Reports customizable reports: and Reports.
• Administrative Reports
• Communications Manager
Reporting
• Interactive Reports
• Scheduled Reports

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 Standard and Advanced Cisco Prime Collaboration Assurance

Dashboards For more information on Advanced

• Provides • Provides the following features, see the section Dashboards
predefined dashboards:
and Reports.
dashboards for
Cisco Unified ◦Ops View -
Provides high-level
CM, IM and
information about
Presence, and
the Cisco Unified
Cisco Unity
CM and VCS
Connection.
Clusters.
• Supports
creation of ◦Service Experience
- Provides
custom
information about
dashboards
quality of service.
based on the
desired ◦Alarm - Provides
performance information about
counters for alarm summaries.
Cisco Unified
CM, IM and ◦Performance -
Presence, and Provides details on
Cisco Unity critical performance
Connection. metrics of each
managed element.
◦Contact Center
Topology - Provides
information about .

You can add customized

dashboards in the home page.
You can also do the following:
• Add the existing dashlets
to a different dashboard.
• Move the dashlets around
under a dashboard by
dragging and dropping
them.

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 Standard and Advanced Cisco Prime Collaboration Assurance

Voice and NA For more information on Advanced

Video • Provides a detailed features, see the section Perform
analysis of the end-to-end
Endpoint Diagnostics.
mediapath, including
Diagnostics
specifics about endpoints,
service infrastructure, and
network-related issues.
• Uses Cisco Medianet
technology to identify and
isolate video issues.
• Provides mediapath
computation, statistics
collection, and synthetic
traffic generation.
• Uses the IP SLA to
monitor the availability of
key IP phones in the
network.
• Predicts service outage
using scheduled synthetic
and IP SLA tests

Job Enables you to view Enables you to view, schedule, For more information on Advanced
Management job status. and delete jobs. features, see the section Manage Jobs.

Cross Yes Yes -

Launch to
UC
Application

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 Standard and Advanced Cisco Prime Collaboration Assurance

Device UC Cluster Global Search - Provides For more information on Advanced

Search Components Search filtered search for TelePresence, features, see the section Global Search
and Status Capability endpoints, phones, other Options for Cisco Prime Collaboration
- Enables you to devices, locations, and users. Assurance.
define the search
criteria to select
specific cluster
components, such as
phones, H.323
gateways, Computer
Telephony
Integration (CTI)
devices, voice mail
devices, media
resources, SIP trunks,
or hunt lists that are
associated with a
Cisco Unified CM
cluster.

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 Standard and Advanced Cisco Prime Collaboration Assurance

Cisco NA Helps you to identify the traffic See Cisco Prime Collaboration
Prime trend, technology adoption Analytics Guide.
Collaboration trend, over used resources, and
Analytics under used resources in your
network. You can also track
intermittent and recurring
network issues and address
service quality issues using the
Analytics Dashboards. The
Analytics dashboards are:
• Technology Adoption
• Asset Usage
• Traffic Analysis
• Capacity Analysis
• Service Experience
• UC System Performance
• Scheduled Reports
• Video Conferences
• Custom Report Generator

Cisco Prime Collaboration

Analytics is a licensed software,
which has to be purchased
separately with Cisco Prime
Collaboration Assurance.
Cisco Prime Collaboration
Analytics is not supported in
MSP mode deployment.

NB API NA NB API is supported for the To access the NB API documentation,

following: log in to the Cisco Prime Collaboration
Assurance server with the administrator
• Managing devices privilege and enter
• Viewing and deleting http://<pc-server-ip>/emsam/nbi/nbiDocumentation
device credentials in the browser URL;

• Listing all video sessions where, pc-server-ip is the Cisco Prime

Collaboration Assurance server IP
• Troubleshooting video address.
sessions

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 Cisco Prime Collaboration Assurance—Standard Features

Cisco Prime Collaboration Assurance—Standard Features

Cisco Prime Collaboration—Standard mode provides basic assurance features that help you manage Unified
Communications 9.x and later and Cisco TelePresence components. You can monitor only one Unified
Communications Manager and one Video Communications Server (VCS) Expressway cluster per product for
a single installation of Cisco Prime Collaboration—Standard. The features include:
• Support for Unified Communications 9.x and later components including Unified CM, Cisco Unity
Connection, and Cisco IM and Presence
• Fault monitoring for core Unified Communications 9.x and later components (Unified CM 9.x and later,
Cisco Unity Connection 9.x and later)
• Precanned and customizable performance metrics dashboards that display term trends for core Unified
Communications 9.x and later components
• Support for Cisco TelePresence components including Cisco TelePresence Management Suite (TMS),
Cisco TelePresence Video Communication Server(Cisco VCS), Cisco TelePresence MCU, TelePresence
Server, Cisco TelePresence System MXP Series, and Cisco TelePresence Conductor
• Contextual cross launch of serviceability pages of Unified Communications 9.x and later components
• Supports Super Administrator role only (Role Based Access Control is not applicable).
• Support for Single Sign-On

Device Inventory Management in Standard

You can add and monitor Cisco Unified Communications Manager (phones and TelePresence), Cisco VCS
(TelePresence), CTS-Manager (TelePresence), and Cisco TMS (TelePresence).
As part of the discovery, the device details are also retrieved and stored in the Cisco Prime Collaboration
database.
After the discovery is complete, you can perform the following device management tasks:
• Add or remove Cisco Unified CM or Cisco Unity Connection
• Manage device credentials. This applies to Cisco TMS and associated devices only
• Discover devices. This applies to Cisco TMS and associated devices only

Monitor and Fault Management in Standard

Service operators must quickly isolate the source of any service degradation in the network for all voice and
video sessions in an enterprise. Cisco Prime Collaboration provides a detailed analysis of the service
infrastructure, and network-related issues.
Cisco Prime Collaboration periodically imports information from the managed devices based on the polling
parameters you configure.
The Home page includes several preconfigured dashlets that help you monitor system performance, device
status, device discovery, CTI applications, and voice messaging ports. These dashlets enable you to monitor
a set of predefined management objects that monitor the health of the system. From the dashlets, you can
launch contextual serviceability pages.

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 Cisco Prime Collaboration Assurance—Advanced Features

Cisco Prime Collaboration ensures near real-time quick and accurate fault detection. Cisco Prime Collaboration
allows to monitor the events that are of importance to you. You can set up Cisco Prime Collaboration to send
email notifications for alarms.
In addition to the faults that are present in the Cisco TelePresence Management System and Unified
Communications applications, it also displays the custom tickets that are raised on Cisco TMS.
You can view the alarms and events in the system by using the Alarm browser. You can also configure Cisco
Prime Collaboration to send email fault notifications. You can also view call connection or disconnection
details related to the Cisco TMS applications, in the Call Events user interface.
Cisco Prime Collaboration enables you to collect call logs to identify faults in the calls for Cisco Voice Portal
(CVP), Unified Contact Center Enterprise (Unified CCE), Cisco Unified Communications Manager (Unified
CM), and IOS Gateways. This feature enables you to troubleshoot issues in the calls. You can use the Call
Signaling Analyzer feature for Unified CM to further zoom in on the collected calls and isolate faults in the
messages. It also helps you to trace the issue as you can view the call ladder diagram that indicates faults in
the call messages.

Cisco Prime Collaboration Assurance—Advanced Features

Cisco Prime Collaboration enables you to monitor your network and perform diagnostics. In addition, you
can run reports that help you identify the source of problems.

Voice and Video Unified Dashboard

The Cisco Prime Collaboration dashboards enable end-to-end monitoring of your voice and video collaboration
network. They provide quick summaries of the following:

Dashboard Description Cisco Prime Collaboration

Options
Service Experience Information about quality of Cisco Prime Collaboration
service. Assurance Advanced
Alarm Information about Alarm Cisco Prime Collaboration
summaries.
Performance Provides details on critical Cisco Prime Collaboration
performance metrics of each Assurance Advanced and Cisco
managed element. Prime Collaboration Assurance
Standard
Contact Center Topology Information about the Unified Cisco Prime Collaboration Contact
Contact Center Topology View . Center Assurance

See Cisco Prime Collaboration Dashboards to learn how the dashlets are populated after deploying the Cisco
Prime Collaboration servers.

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 Cisco Prime Collaboration Assurance—Advanced Features

Device Inventory Management

You can discover and manage all endpoints that are registered to Cisco Unified Communications Manager
(phones and TelePresence), Cisco Expressway (TelePresence), CTS-Manager (TelePresence), and Cisco TMS
(TelePresence). In addition to managing the endpoints, you can also manage multipoint switches, application
managers, call processors, routers, and switches that are part of your voice and video collaboration network.
As part of the discovery, the device interface and peripheral details are also retrieved and stored in the Cisco
Prime Collaboration database.
After the discovery is complete, you can perform the following device management tasks:
• Group devices into user-defined groups.
• Edit visibility settings for managed devices.
• Customize event settings for devices.
• Rediscover devices.
• Update inventory for managed devices.
• Suspend and resume the management of a managed device.
• Add or remove devices from a group.
• Manage device credentials.
• Export device details.

See Manage Inventory to learn how to collect the endpoints inventory data and how to manage them.

Voice and Video Endpoint Monitoring

Service operators must quickly isolate the source of any service degradation in the network for all voice and
video sessions in an enterprise.
Cisco Prime Collaboration provides a detailed analysis of the end-to-end media path, including specifics about
endpoints, service infrastructure, and network-related issues.
For video endpoints, Cisco Prime Collaboration enables you to monitor all Point-to-point, Multisite, and
Multipoint video collaboration sessions. These sessions can be ad hoc, static, or scheduled with one of the
following statuses:
• In-progress
• Scheduled
• Completed
• No Show

Cisco Prime Collaboration periodically imports information from:

• The management applications (CTS-Manager and Cisco TMS) and conferencing devices (CTMS, Cisco
MCU, and Cisco TS) on the scheduled sessions.
• The call andsessions control devices (Cisco Unified CM and Cisco Expressway) shown on the registration
and call status of the endpoints.

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 Cisco Prime Collaboration Assurance—Advanced Features

In addition, Cisco Prime Collaboration continuously monitors active calls supported by the Cisco Collaboration
System and provides near real-time notification when the voice quality of a call fails to meet a user-defined
quality threshold. Cisco Prime Collaboration also allows you to perform call classification based on a local
dial plan.
See Prerequisites for Setting Up the Network for Monitoring in Cisco Prime Collaboration Network Monitoring,
Reporting, and Diagnostics Guide, 9.x and later to understand how to monitor IP Phones and TelePresence.

Diagnostics
Cisco Prime Collaboration uses Cisco Medianet technology to identify and isolate video issues. It provides
media path computation, statistics collection, and synthetic traffic generation.
When network devices are Medianet-enabled, Cisco Prime Collaboration provides:
• Flow-related information along the video path using Mediatrace.
• Snapshot views of all traffic at network hot spots using Performance Monitor.
• The ability to start synthetic video traffic from network devices using the IP Service Level Agreement
(IP SLA) and Video Service Level Agreement Agent (VSAA) to assess video performance on a network.

For IP phones, Cisco Prime Collaboration uses the IP SLA to monitor the availability of key phones in the
network. A phone status test consists of:
• A list of IP phones to test.
• A configurable test schedule.
• IP SLA-based pings from an IP SLA-capable device (for example, a switch, a router, or a voice router)
to the IP phones. Optionally, it also pings from the Cisco Prime Collaboration server to IP phones.

Cisco Prime Collaboration enables you to collect call logs to identify faults in the calls for Cisco Voice Portal
(CVP), Unified Contact Center Enterprise (Unified CCE), Cisco Unified Communications Manager (Unified
CM), and IOS Gateways. This feature enables you to troubleshoot issues in the calls. You can use the Call
Signaling Analyzer feature to further zoom in on the collected calls and isolate faults in the messages. It also
helps you to recreate the issue as you can view the call ladder diagram that indicates faults in the call messages
and provides the root cause and recommendations.

Fault Management
Cisco Prime Collaboration ensures near real-time quick and accurate fault detection. After identifying an
event, Cisco Prime Collaboration groups it with related events and performs fault analysis to determine the
root cause of the fault.
Cisco Prime Collaboration allows to monitor the events that are of importance to you. You can customize the
event severity and enable to receive notifications from Cisco Prime Collaboration, based on the severity.
Cisco Prime Collaboration generates traps for alarms and events and sends notifications to the trap receiver.
These traps are based on events and alarms that are generated by the Cisco Prime Collaboration server. The
traps are converted into SNMPv2c notifications and are formatted according to the
CISCO-EPM-NOTIFICATION-MIB.
See Monitor Alarms and Events to learn how Cisco Prime Collaboration monitors faults.

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 Cisco Prime Collaboration Assurance—Advanced Features

Reports
Cisco Prime Collaboration provides the following predefined reports and customizable reports:
• Administrative Reports—Provides System Status Report, Who Is Logged On Report, and Process Status.
• CDR & CMR Reports— Provides call details such as call category type, call class, call duration,
termination type, call release code, and so on
• NAM & Sensor Reports— Provides call details collected form Sensor or NAM such as MOS, jitter,
time stamp, and so on.
• Session Reports—Provides the All Sessions Summary Report and Session Detail Report.
• TelePresence Endpoint Reports—Provides details on completed and in-progress session, endpoint
utilization, and No Show endpoints. TelePresence reports also provide a list of conferencing devices
and their average and peak utilization in your network.
• Launch CUCM Reports— Enables you to cross launch to the reporting pages for the Cisco Unified
Communications Manager clusters.
• Miscellaneous Reports—Provides Other Reports, UCM/CME Phone Activity Reports, and Voice Call
Quality Event History Reports.
• Scheduled Reports—Provides utilization and inventory reports. You can generate the reports on the spot
or enable scheduling to generate them on predefined days.

See Cisco Prime Collaboration Reports to learn the different types of reports and how to generate them.

Cisco Prime Collaboration Assurance Support for IPv6

Cisco Prime Collaboration Assurance supports IPv6 endpoints in a IPv6 only and Dual Stack network. The
following table details the Cisco Prime Collaboration Assurance feature support for IPv6 endpoints:

Table 1: Cisco Prime Collaboration Assurance Feature Support for IPv6 Devices

Features Supported Notes or Limitations

Device Inventory - Creation of IPv6 credential profiles. —
Credential Profile

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 Cisco Prime Collaboration Assurance—Advanced Features

Features Supported Notes or Limitations

Device Inventory -
Discovery • Accept IPv6 credential profiles and is • Unified CM, TMS, CTS,
able to match these profiles to IPv6 and other infrastructure
addresses devices can be managed
using IPv4 only.
• Is able to ping and reach IPv6 devices
• Ping sweep discovery does
• When endpoints are registered to Unified
not work on IPv6 subnet.
CM using IPv4, IPv6, or dual stack, you
can see only the active IP addresses (the
IP address selected by the Unified CM
configuration to communicate with the
registered endpoint).
• When endpoints can be registered to a
VCS through IPv4, IPv6, or dual stack,
you can see the IP address with which
the device has registered to the VCS.

Device Inventory - Inventory Summary shows IPv6 addresses. —

Inventory Management

Session Endpoint Statistics (System and Session —

Information) shows IPv6 addresses.
Diagnostics
Endpoints Quick View shows IPv6 addresses.

Endpoint Diagnostics Endpoint Diagnostics dashboard shows IPv6 —

addresses.

Troubleshooting — No troubleshooting support for

IPv6 devices.

Dashboards and Reports Miscellaneous Reports—Voice Call Quality By default the IPv6 addresses
Event History Reports, UCM/CME Phone column is hidden. You can
Activity Reports show IPv6 addresses. change the columns displayed
by clicking on the Column Filter
icon.

Topology Search for endpoints with IPv6 addresses. —

Alarm Browser Alarm Summary shows IPv6 addresses. —

Phone Search Search for IPv6 phones. —

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 Overview of Cisco Prime Collaboration Assurance—MSP Mode

Note • For a dual stack device, only IPv4 IP addresses are shown in the IP address column mentioned earlier,
except for UCM/UCE Phone Activity Reports.
• North Bound Interface (NBI) communication is supported only on IPv4 networks.
• Colon (:) cannot be used as a separator in the credential profile patterns or while adding multiple
devices.

Overview of Cisco Prime Collaboration Assurance—MSP Mode

Cisco Prime Collaboration Assurance—MSP mode provides multiple customer views. This option is used in
managed service provider environments. You can manage the networks of multiple customers better (including
Static NAT environments) by implementing restricted access for each of the customers, and separate
administration.

Note You can select the MSP mode deployment only during installation.

NAT Environment - Deployment Scenarios

You can manage the customer's endpoints behind NAT in the following scenarios:
• Scenario - Voice endpoints
Audio Phones registered to the Call Controller (configured with the private IP Address of the endpoints)
in a NAT environment - Managed in Cisco Prime Collaboration with Public IP address also referred to
as the Managed IP Address.
• Scenario - Voice and Video endpoints
Audio and Video/Telepresence endpoints registered to Call Controller (configured with the private IP
Address of the endpoints) in the customer premise in a NAT environment - Managed in Cisco Prime
Collaboration with Public IP address also referred to as the Managed IP Address.
• Scenario - TelePresence provisioned to Cisco Telepresence Exchange (CTX)
Telepresence endpoints provisioned to CTX in a NAT environment - Managed in Cisco Prime
Collaboration with Public IP address also referred to as the Managed IP Address.

Note Cisco Unified Communications Manager cannot be shared, and must always be configured with the private
IP address of the endpoints.

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 Overview of Cisco Prime Collaboration Assurance—MSP Mode

The following diagram displays the HCS-Cisco Prime Collaboration deployment scenarios in a NAT
environment.

Figure 1: Cisco Prime Collaboration Deployment Scenarios

Voice and Video Unified Dashboard

You can do end-to-end monitoring of the voice and video collaboration network of each of your customers
separately.
You can view the detailed and exclusive summary for each of your customer's network on the following:
• High-level information about the Cisco Unified Communications Manager and Cisco Video
Communication Server clusters
• Sessions and Alarms
• Details about the devices
• Performance of each managed device
• Information about the Contact Center components such as Cisco Unified Intelligence Center (CUIC),
Cisco Finesse, Cisco MediaSense, Cisco Unified Customer Voice Portal (Cisco CVP), and Cisco Unified
Contact Center Enterprise (Unified CCE)

Device Inventory Management

For HCS-specific discovery details, see the HCS documents.
You can view and manage each customer'sdevice inventory separately.

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 Overview of Cisco Prime Collaboration Assurance—MSP Mode

You can select the customer for which you want to discover the device. In a non-NAT environment, the Public
IP (Managed IP) is populated with the discovered IP Address, and the Private IP is populated as Public IP
(Managed IP) by default.
You can discover devices and clusters, and associate them to specific customers. You can choose if you want
all existing managed endpoints or subscribers registered to a publisher inherit the customer name from the
publisher.
You can discover and manage all endpoints that are registered to Cisco Unified Communications Manager
(phones and Cisco TelePresence), Cisco Expressway (Cisco TelePresence), CTS-Manager (TelePresence),
Cisco TMS (Cisco TelePresence) and Cisco TelePresence Exchange. In addition to managing the endpoints,
you call also manage multipoint switches, application managers, call processors, routers, and switches that
are part of the customer's voice and video collaboration network.
As part of the discovery, the device interface and peripheral details are also retrieved and stored in the Cisco
Prime Collaboration database.

Voice and Video Endpoint Monitoring

For video endpoints, Cisco Prime Collaboration enables you to monitor all point-to-point, multipoint, and
multipoint video collaboration sessions s for individual customers. These sessions can be ad hoc, static, or
scheduled with one of the following statuses:
• In-Progress
• Scheduled
• Completed
• No Show

Diagnostics
You can run multiple diagnostics tests to identify issues related to UC phone network of individual customers.
In a NAT environment, Medianet is only supported for endpoints with Public IP addresses. In a NAT
environment, video sessions diagnostics is only supported for endpoints with Public IP addresses.

Fault Management
You can monitor the alarms and events for different customers separately. You can customize the event
severity and enable to receive notifications from Cisco Prime Collaboration, based on the severity.
You can also create customer-specific device notification groups.

Reports
All predefined reports and customizable reports for individual customers are available except the sensor-based
reports such as NAM and Sensor reports.
See Differences Between the Enterprise Mode and the MSP Mode, on page 20 for more information on the
Enterprise and the MSP modes.

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 Differences Between the Enterprise Mode and the MSP Mode

Differences Between the Enterprise Mode and the MSP Mode

The features provided for Cisco Prime Collaboration are the same for both Enterprise and MSP modes, except
for the differences, described in the following table:
Managed Service Provider (MSP) Mode Enterprise Mode
Comes with Advanced mode only. Comes with both Advanced and Standard modes.
Enables you to create customers and add specific Enables you to create logical units in your enterprise
devices to them. called assurance domains. This is an optional feature
in the Advanced mode.
Note This feature is not available in the Standard
mode.
Filters information, by customer, Inventory Filters information, by assurance domains, in the
Management, phone inventory reports, session inventory table, Inventory Management, session
diagnostics, and endpoint diagnostics. diagnostics, and endpoint diagnostics.
Provides dashboards and dashlets on Cisco Does not provide dashboards and dashlets on Cisco
TelePresence Exchange (CTX) and Customer Summary. TelePresence Exchange (CTX) and Customer
Summary.
IP SLA testing can be performed for a specific IPSLA testing is available all for IP SLA-enabled
customer's routers and switches also. routers and switches.
Provides support for CTX clusters and meeting types Does not support CTX.
supported by CTX.
Provides Role Based Access Control (RBAC) for Provides Role Based Access Control (RBAC) for
customer groups. assurance device pools and endpoints.
Supports Static NAT. Does not support NAT.
Supports CTX manageability for both hosted and Does not support CTX.
non-hosted deployment models.
RTP-based diagnostics tests (for example, Synthetic All functionalities are supported.
tests) are only supported in a non-NAT environment.
In a NAT environment, for phones, the data from Phone All functionalities are supported.
XML discovery is not available. Video session stats
and session information will not be available for phones
even if they are set to full visibility.
Sensor-based call quality reports are not available. All reports are available.
In a NAT environment, the Cisco TelePresence All functionality is supported.
endpoint health monitoring is only supported for Cisco
TelePresence endpoints with Public IP addresses.
In a NAT environment, video session diagnostics is All features of video session diagnostics are
only supported for endpoints with Public IP addresses. supported.
Auto Discovery is not supported. Auto Discovery is supported.

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 Cisco Prime Collaboration Assurance NBI

Managed Service Provider (MSP) Mode Enterprise Mode

In a NAT environment, Medianet is only supported for All features of Medianet are supported.
endpoints with Public IP addresses.
Video Test Call is not supported. Video Test Call is supported.

Cisco Prime Collaboration Assurance NBI

Cisco Prime Collaboration Assurance NBI support is available for the following:
• Managing devices
• Viewing and deleting device credentials.
• Listing all video sessions based on the filtering criteria.
• Troubleshooting video sessions.

• Get the endpoint count from the Unified CM cluster.

• Lists the alarms based on the filtering criteria.

To access the NB API documentation, log in to the Cisco Prime Collaboration Assurance server with the
administrator privilege and enter
http://<pc-server-ip>/emsam/nbi/nbiDocumentation
in the browser URL. The pc-server-ip is the Cisco Prime Collaboration Assurance server IP address.
In addition to these NBIs, you can configure to send SNMP traps (CISCO-EPM-NOTIFICATION-MIB) to
the trap receiver, whenever an alarm or event is raised. See the Configure Alarm and Event Notification section
in the Cisco Prime Collaboration Assurance Guide - Standard for more information.

Cisco Prime Collaboration Geo-Redundancy

Cisco Prime Collaboration Assurance and Analytics support Geo-Redundancy through the VMware vSphere
replication. You do not need an extra Cisco Prime Collaboration license to configure Geo-Redundancy. For
more information on Geo-Redundancy, see Geo-Redundancy for Cisco Prime Collaboration Assurance and
Analytics.

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 What's New in Cisco Prime Collaboration

What's New in Cisco Prime Collaboration

Table 2: What's New in Cisco Prime Collaboration 11.0 Features

Feature Name Feature Description Where Documented

User Interface Changes NA
• You can click the Toggle
Navigation icon to view a list
of dashlets and reports.
• The left pane displays
vertical expandable
Navigation tab, Index tab,
Favorites tab, and Search
Menu fields. The Favorites
tab allows you to bookmark
your preferred pages for
future reference.
• You can click the pin icon at
the top left to hide or display
the left pane.
• Upgrade icon on the global
toolbar is changed to Get
Advanced icon.
• Getting Started popup is
moved to the left pane of the
menu bar.
• Navigation in Cisco Prime
Collaboration Assurance
Advanced - User Interface is
changed.

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 What's New in Cisco Prime Collaboration

Feature Name Feature Description Where Documented

Dashboards You can view Customer Voice Customer Voice Portal License
Portal License Usage dashlet under Usage, on page 261
License Usage dashboard to view
license usage for CVP call servers.

You can view Contact Center Contact Center Enterprise License

Enterprise License Usage dashlet Usage, on page 262
under License Usage dashboard to
view the list of devices, capability
of the device, and the number of
agents logged on to the devices.

You can view Severely Conceal Overview of Voice Call Grade

Seconds Ratio, Conceal Seconds Settings, on page 192
Ratio, Conceal Seconds, and
Severely Conceal Seconds values
in Call Details pane of Call Quality
Troubleshooting page.

The OpsView dashlet is enhanced Ops View, on page 241

to display the hard and soft
unregistered endpoints count as a
separate entity.

Conductor Bridge Pool Utilization Conductor Bridge Pool Utilization,

dashlet is added as a tab on the on page 257
Utilization Monitor page. The
dashlet provides information about
the cumulative utilization of the
conference bridges for each
conductor pool in your network.

You can view a new set of NA

performance counters loaded for
Cisco SocialMiner devices till
version 11.0.

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 What's New in Cisco Prime Collaboration

Feature Name Feature Description Where Documented

Reports Voice call quality grading is Overview of Voice Call Grade
performed based on the Severely Settings, on page 192
Conceal Seconds Ratio (SCSR)
(%) value in the following reports:
• CDR & CMR Reports
• NAM & Sensor Reports
• Voice Call Quality Event
History Reports

CDR & CMR Report is simplified CDR & CMR Call Report, on page
to enhance the user experience. 299
You can filter the CDR & CMR
Report by using the Display filter
panel.

Monitoring and Diagnostics Session monitoring is supported Session Workflow and Scenarios,
for Collaboration Edge meetings on page 220
and includes topology construction
of MRA endpoints for
Point-to-point, Multipoint, and
Multisite sessions.

Cascading of Cisco TelePresence Session Diagnostics Dashboard,

Servers allows you to monitor on page 227
TelePresence servers during ad hoc
conference calls over Cisco
TelePresence Conductor.

New alarm is generated - Supported Alarms and Events for

CDRNotReceived. Cisco Prime Collaboration

The VXML Server alert trap is Supported Alarms and Events for
supported from CVP devices. Cisco Prime Collaboration

You can cross launch to CMR NA

report from Last Call Quality
column under 360 User View.

The Cisco Integrated Management NA

Controller Hardware Fault trap is
generated to troubleshoot any fault
in the hardware components of
Cisco Integrated Management
Controller device.

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 What's New in Cisco Prime Collaboration

Feature Name Feature Description Where Documented

General Cisco Prime Collaboration NA
Assurance licensing is simplified,
and based on the number of
endpoints only. The endpoint type
or category does not affect the
number of licenses required.

Cisco SocialMiner and Cisco Supported Devices for Cisco Prime

Integrated Management Controller Collaboration Assurance
(CIMC) devices are supported for
this release.
Note Cisco Prime Collaboration
supports only Cisco
Integrated Management
Controller (CIMC) traps
for this release. You must
manually add the device
on the Inventory
Management page.
CDR Report now reports the NA
following video codecs: H.264 and
H.265.

Log Collection Center and Call NA

Signaling Analyzer features are
now supported in MSP mode also.

The Cisco Prime Collaboration Cisco Prime Collaboration 11

ordering structure and pricing Ordering Guide
model is reduced and simplified to
make ordering easier. From 11.0
release, all tiers and voice and
video endpoint classification
product numbers are removed. You
now order Cisco Prime
Collaboration 11.0 by specifying
the number of endpoints managed,
regardless of the type of endpoint.

Cisco Prime Collaboration supports Cisco Prime Collaboration

Geo-Redundancy from this release. Geo-Redundancy, on page 21

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 What's New in Cisco Prime Collaboration

Feature Name Feature Description Where Documented

Features or Devices Not Supported NA
From This Release • The IP SLA Video
Operations test for video
endpoints is not supported.
Note IP SLA Voice Test
feature is still
supported.
• Cisco Unity devices are not
supported.
• Survivable Remote Site
Telephony (SRST) Test is not
supported
• The integration of Cisco
Deployment Manager with
Cisco Prime Collaboration
Assurance is not supported.
• The convergence of Cisco
Prime Collaboration
Provisioning and Cisco Prime
Collaboration Assurance
applications is no longer
supported. Hence, the attach
and detach functions are not
supported.
• Most Impacted Endpoints by
Sensor/NAM, Most Impacted
Endpoints by CDR, and
Export Most Impacted
Endpoints reports are not
supported.
• Contacting Cisco Technical
Assistance Center (TAC) by
using the user interface is not
supported.

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 What's New in Cisco Prime Collaboration

Table 3: What's New in Cisco Prime Collaboration 11.1 Features

Feature Name Feature Description Where Documented

Notes for You can add, edit, or delete any additional information about System
Email alarms or events in Notes for Email under System tab.

You can add, edit, or delete any additional information about Add Dynamic Syslogs
alarms or events in Notes for Email under Syslog Rules tab.

You can add, edit, or delete any additional information about Threshold Rules
alarms or events in Notes for Email under Threshold Rules
tab.

You can add, edit, or delete any additional information about Correlation Rules
alarms or events in Notes for Email under Correlation
Rules tab.

Notification You will receive an e-mail notification with the subject line Set up Destinations Field
Setup in the following format: [PC-ALERT-CLUSTERNAME] Descriptions
DEVICE IP : EVENTNAME :SEVERITY.

Event You can view Custom Rules instead of Exception Indicator Threshold Rules
Customization in Event Customization page.

Cluster search You can search for a device easily from the search option in NA
Cluster or Device drop-down list in UC Device Search,
Performance, and Event Customization.

User Interface Monitor > UC Cluster Status is changed as Device Unified CM Device Search,
Changes Inventory > UC Device Search in Cisco Prime on page 159
Collaboration Assurance User Interface .

Device Cisco Prime Collaboration Assurance 11.1 supports the Supported Devices for Cisco
Support following: Prime Collaboration
Assurance
• Cisco Jabber 11.5 (all variants)
• Cisco IX 5000 series (8.1 and 8.2)
• 8811, 8841, and 8861 phones

General MM820 hardware platform is supported on Cisco NA

TelePresence Server or Cisco MCU.

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 What's New in Cisco Prime Collaboration

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 CHAPTER 2
Concepts
This chapter explains the concepts that are key to Cisco Prime Collaboration.

Note Some of the concepts like alarm correlation rules are not applicable to Cisco Prime Collaboration Standard
mode. See Standard and Advanced Cisco Prime Collaboration Assurance, on page 3 for information
about feature support in Standard and Advanced modes.

• Event, page 29
• Alarm, page 30
• Event Creation, page 31
• Alarm Creation, page 31
• Event and Alarm Association, page 32
• Event and Alarm Correlation, page 32
• Event Aggregation, page 33
• Event Masking, page 33
• Alarm Status, page 33
• Event Severity, page 34
• Event and Alarm Database, page 35
• Alarm Notifications, page 35

Event
An event is a distinct incident that occurs at a specific point in time.
An event is a:
• Possible symptom of a fault that is an error, failure, or exceptional condition in the network. For example,
when a device becomes unreachable, an Unreachable event is triggered.

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 Alarm

• Possible symptom of a fault clearing. For example, when a device state changes from unreachable to
reachable, an event is triggered.

Examples of events include:

• Port status change
• Node reset
• Node becoming reachable for the management station
• Connectivity loss between routing protocol processes on peer routers

Events are derived from incoming traps and notifications, detected status changes (by polling), and user
actions.
It is important to understand that an event, once it occurs, does not change its status even when the conditions
that triggered the event are no longer present.
Choose Monitor > Alarms & Events to view the list of events.

Alarm
The life cycle of a fault scenario is called an alarm.
An alarm:
• Is a Cisco Prime Collaboration Assurance response to events it receives.
• Is a sequence of events, each representing a specific occurrence in the alarm life cycle (see below
example). In a sequence of events, the event with the highest severity determines the severity of the
alarm.
• Represents a series of correlated events that describe a fault occurring in the network.
• Describes the complete event life cycle, from the time that the alarm is raised (when the fault is first
detected) until it is cleared and acknowledged.

In a sequence of events, the event with the highest severity determines the severity of the alarm.
Cisco Prime Collaboration Assurance constructs alarms from a sequence of correlated events. A complete
event sequence for an alarm includes a minimum of two events:
• Alarm active (for example, an interface down event raises an alarm).
• Alarm clear (for example, an interface up event clears the alarm).

The lifecycle of an alarm can include any number of correlated events that are triggered by changes in severity,
updates to services, and so on.
When a new related event occurs, Cisco Prime Collaboration Assurance correlates it to the alarm and updates
the alarm severity and message text based on the new event. If you manually clear the alarm, the alarm severity
changes to cleared.
You can view the events that form an alarm in the Alarms and Events browser.
Choose Monitor > Alarms & Events to view the list of alarms.

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 Event Creation

Event Creation
Cisco Prime Collaboration Assurance maintains an event catalog and decides how and when an event has to
be created and whether to associate an event with an alarm. Multiple events can be associated to the same
alarm.
Cisco Prime Collaboration Assurance discovers events in the following ways:
• By receiving notification events and analyzing them; for example, syslog and traps.
• By automatically polling devices and discovering changes; for example, device unreachable.
• By receiving events when the status of the alarm is changed; for example, when the user clears an alarm.

Cisco Prime Collaboration Assurance allows you to disable monitoring of events that may not be of importance
to you. The events that are disabled are not listed in the Alarms and Events browser. Also, Cisco Prime
Collaboration Assurance does not trigger an alarm.
Incoming event notifications received as syslogs or traps are identified by matching the event data to predefined
patterns. An event is considered supported by Cisco Prime Collaboration Assurance if it has matching patterns
and can be properly identified. If the event data does not match with predefined patterns, the event is considered
as unsupported and it is dropped.
The following table illustrates the Cisco Prime Collaboration Assurance behavior while it deals with event
creation:

Time Event Cisco Prime Collaboration

Assurance Behavior
10:00AM PDT June 7, 2012 Device A becomes unreachable Creates a new Unreachable event
on device A.

10:30AM PDT June 7, 2012 Device A continues to be in the No change in the event status.
unreachable state.

10:45AM PDT June 7, 2012 Device A becomes reachable. Creates a new Reachable event on
device A.

11:00AM PDT June 7, 2012 Device A stays reachable No change in the event status.

12:00AM PDT June 7, 2012 Device A becomes unreachable. Creates a new Unreachable event
on device A.

Alarm Creation
An alarm represents the life cycle of a fault in a network. Multiple events can be associated with a single
alarm.
An alarm is created in the following sequence:
1 A notification is triggered when a fault occurs in the network.

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 Event and Alarm Association

2 An event is created, based on the notification.

3 An alarm is created after checking if there is no active alarm corresponding to this event.

An alarm is associated with two types of events:

• Active events: Events that have not been cleared. An alarm remains in this state until the fault is resolved
in a network.
• Historical events: Events that have been cleared. An event changes its state to an historical event when
the fault is cleared. See Alarm Status to know how an alarm is cleared.

The alarm life cycle ends after an alarm is cleared. A cleared alarm can be revived if the same fault recurs
within a preset period of time.
For Cisco Prime Collaboration, the preset period is 60 minutes.

Event and Alarm Association

Cisco Prime Collaboration maintains a catalog of events and alarms. The catalog contains the list of events
managed by Cisco Prime Collaboration, and the relationship among the events and alarms. Events of different
types can be associated to the same alarm type.
When a notification is received:
1 Cisco Prime Collaboration compares an incoming notification against the event and alarm catalog.
2 Cisco Prime Collaboration decides whether an event has to be raised.
3 If an event is raised, Cisco Prime Collaboration decides whether the event should trigger a new alarm or
associate it to an existing alarm.

A new event is associated with an existing alarm, if the new event triggered is of the same type and occurs
on the same source.
An active interface error alarm is an example. All interface error events that occur on the same interface, are
associated to the same alarm.
If any event is cleared, its severity changes to informational.

Note Some events have default severity as informational. For these events, alarms will not be created. If you
want Cisco Prime Collaboration to create alarms for these events, you must change the severity of these
events.

Event and Alarm Correlation

Event correlation is the process of relating one event to other events.
Cisco Prime Collaboration distinguishes two event relationship types:
• An event sequence. Events that have the same type and the same source are considered part of an event
sequence, or an alarm. An alarm represents the complete lifecycle of a fault.

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 Event Aggregation

• An event sequence hierarchy (alarms), representing causality.

Cisco Prime Collaboration associates a new event to an existing alarm if the existing alarm has the same event
type and source as the new event.
Cisco Prime Collaboration raises an alarm, if the number of related events received (by fault management
system) from the device element exceeds a specified threshold in a specified unit of time, based on predefined
correlation rules.
Example use cases:
• Call Manager location goes out-of-resource for more than five times over the last one hour.
• CPU usage of a device is over 80% for the last 15 minutes.

You can modify these rules and configure the number of event occurrences to set the trigger. This can vary
from two to 100. You can also set the time interval. You can modify these rules at Assurance Administration
> Event Customization > Correlation Rules.
If an administrator does not specify a time interval, maximum time period, or a count for a specific alarm, the
default values for the time interval, maximum time period, and count is attached on an alarm, device type, or
device class basis.

Event Aggregation
If the number of same event received from a set of elements exceeds a specified threshold, Cisco
Prime Collaboration creates an alarm.
Example use cases:
• Number of unregistered phones on a device pool / Unified CM location is more than 5%.
• Number of service quality issues experienced on a device pool / Unified CM location is more than 5%
• All the call quality events raised against a single poor-quality call are grouped.

Event Masking
Cisco Prime Collaboration automatically masks the hierarchy of events when the top-level component is the
cause for the issue, and raises an alarm against the top level component while masking all the downstream
events.
Example use cases:
• When a Unified CM goes down, Cisco Prime Collaboration masks all its component (such as powersupply,
interface, fan) events.
• When a switch card goes down, Cisco Prime Collaboration masks all the contained port level events.

Alarm Status
The following are the supported statuses for an alarm:

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 Event Severity

Table 4: Alarm Status

Status Description
Not Acknowledged When an event triggers a new alarm or an event is associated with an existing alarm.

Acknowledged When you acknowledge an alarm, the status changes from Not Acknowledged to
Acknowledged

Cleared
• System-clear from the device—The fault is resolved on the device and an event
is triggered for the same. For example, a device-reachable event clears the
device-unreachable alarm.
• Alarms are also triggered during the session because of packet loss, jitter, and
latency. These alarms are auto-cleared after the session ends.
• Manual-clear from Cisco Prime Collaboration users: You can manually clear
an active alarm without resolving the fault in the network. A clearing event is
triggered and this event clears the alarm.
• If the fault continues to exist in the network, a new event and alarm are created
subsequently based on the polling.
• Auto-clear from the Cisco Prime Collaboration server—Cisco
Prime Collaboration clears all session-related alarms, when the session ends.

If there are no updates to an active alarm for 24 hours, Cisco Prime Collaboration
automatically clears the alarm.
Note Certain alarms might get cleared automatically before 24 hours. See
Supported Events and Alarms for Prime Collaboration.

Event Severity
Each event has an assigned severity, and can be identified by its color in Cisco Prime Collaboration.
Events fall broadly into the following severity categories:
• Flagging—Indicates a fault: Critical (red), Major (orange), Minor (yellow), or Warning (sky blue).
• Informational—Info (blue). Some of the Informational events clear the flagging events.

In a sequence of events, the event with the highest severity determines the severity of the alarm.
Cisco Prime Collaboration allows you to customize the settings and severity of an event. The events that are
of importance to you can be given higher severity. For more information on how to customize the event
settings, see Customize Alarms and Events section in the Cisco Prime Collaboration Assurance Guide -
Standard.
The event settings and severity predefined in the Cisco Prime Collaboration application is used if you have
not customized the event settings and severity.

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 Event and Alarm Database

Event and Alarm Database

All events and alarms, including active and cleared, are persisted in the Cisco Prime Collaboration database.
The relationships between the events are retained. The Alarm and Event Browser lets you review the content
of the database. The purge interval for this data is four weeks.

Note Events are stored in the form of the Cisco Prime Collaboration event object. The original notification
structure of incoming event notifications (trap or syslog) is not maintained.

Alarm Notifications
Cisco Prime Collaboration allows you to subscribe to receive notifications for alarms. Cisco Prime Collaboration
sends notifications based on user-configured alarm sets and notification criteria.
For more information on how to configure the notifications, in the Cisco Prime Collaboration Assurance-
Standard.

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 Alarm Notifications

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 CHAPTER 3
Get Started with Cisco Prime Collaboration
Assurance
Cisco Prime Collaboration Assurance is available in the following modes:
• Cisco Prime Collaboration Assurance Enterprise mode
• Cisco Prime Collaboration Assurance MSP mode

To know the differences between the modes, see Differences Between the Enterprise Mode and the MSP
Mode.

Note You must complete the tasks mentioned in the section Install Prime Collaboration Assurance in the Cisco
Prime Collaboration Assurance and Analytics Install and Upgrade Guide before you start the tasks
mentioned in the following sections.

• Get Started with Cisco Prime Collaboration Assurance, page 37

• Getting Started, page 43

Get Started with Cisco Prime Collaboration Assurance

After you install Cisco Prime Collaboration Assurance 11.0 and later, you must perform the tasks listed in
the following table:
Task and Description Navigation in Cisco Prime Collaboration Document to be
Assurance Application referred
Step 1 Add a new license file. System Administration > License Cisco Prime
This step is applicable only Management Collaboration
if you have purchased Assurance Guide -
Assurance Advanced and/or Advanced
Analytics license.

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 Get Started with Cisco Prime Collaboration Assurance

Task and Description Navigation in Cisco Prime Collaboration Document to be

Assurance Application referred
Step 2 Manage Users and Roles System Administration > User Cisco Prime
Add a new user Management Collaboration
Assurance Guide -
Advanced
Step 3 Define credentials. In Advanced mode, Device Inventory > Cisco Prime
Enter the required device Inventory Management > Auto Discovery Collaboration
credentials to manage > Manage Credentials Assurance Guide -
devices in Cisco Prime In Standard mode, Device Inventory > Advanced
Collaboration. For more Current Inventory Standard- Cisco
details, see Setting up Prime Collaboration
Devices for Prime Assurance Guide -
Collaboration. Standard

Step 4 Standard mode Device Inventory > Current Inventory Cisco Prime
Collaboration
• Discover Cisco Assurance Guide -
Unified Advanced
Communications
Manager (including
Cisco Unified IM and
Presence)10.x and
Cisco Unity
Connection 10.x
applications.
• Discover Cisco TMS
• Discover Cisco
Expressway

Note In standard mode,

CTS-Manager
discovery is not
applicable.
The Cisco Expressway,
Cisco MCU, Cisco Profile
and Codec, default gateway,
and switches are discovered
along with Cisco TMS.
Cisco TelePresence
Conductor is not auto
discovered through TMS.
The Cisco TelePresence
Conductor need to be
discovered separately.

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 Get Started with Cisco Prime Collaboration Assurance

Task and Description Navigation in Cisco Prime Collaboration Document to be

Assurance Application referred
Device Inventory > Inventory Cisco Prime
Management > Auto Discovery > Devices Collaboration
Discovery Assurance Guide -
Advanced

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 Get Started with Cisco Prime Collaboration Assurance

Task and Description Navigation in Cisco Prime Collaboration Document to be

Assurance Application referred
Advanced mode
• Discover
CTS-Manager
• Discover Cisco TMS
• Discover CUCM
• Discover Cisco
Expressway
• Discover VCS
• Discover
Expressway-Core
• Discover CVP OAMP

The Cisco Unified CM,

Cisco TelePresence
Multipoint Switch, Cisco
TelePresence System,
default gateway, and
switches are discovered
along with CTS-Manager.
The Cisco Expressway,
Cisco MCU, Cisco Profile
and Codec, default gateway,
and switches are discovered
along with Cisco TMS.
Cisco TelePresence
Conductor is not auto
discovered through
CTS-Manager/TMS. The
Cisco TelePresence
Conductor need to be
discovered separately.
The CVP Call Server,
Reporting Server, VXML
Server, Cisco Unified IC,
Cisco Unified CCE (ICM),
Cisco Packaged Contact
Center Enterprise (PCCE),
Gateways (IOS and VXML)
also get discovered along
with CVP OAMP, provided
they have been added in
CVP OAMP.
The other Contact Center

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 Get Started with Cisco Prime Collaboration Assurance

Task and Description Navigation in Cisco Prime Collaboration Document to be

Assurance Application referred
Assurance devices, such as
MediaSence, Finesse, and
so on get discovered only if
you have added the devices
to Cisco Prime
Collaboration Assurance
Advanced.
Note CVP OAMP
discovery is
applicable only in
the Enterprise
mode. To discover
Contact Center
Assurance devices
in the MSP mode,
you need to
manually add the
devices to Cisco
Prime
Collaboration
Assurance
Advanced.

Step 5 Verify Inventory Device Inventory > Inventory Cisco Prime

Note This step is Management Collaboration
applicable only if Assurance Guide -
you have Advanced
purchased
Advanced and/or
Analytics license.
Verify whether all
discovered devices are in
the Managed state.

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 Get Started with Cisco Prime Collaboration Assurance

Task and Description Navigation in Cisco Prime Collaboration Document to be

Assurance Application referred
Step 6 Import Sessions Diagnose > Session Diagnostics Cisco Prime
Note This step is Collaboration
applicable only if Assurance Guide -
you have Advanced
purchased
Advanced and/or
Analytics license.
Import the video
collaboration sessions from
CTS-Manager, Cisco TMS,
and Cisco TelePresence
Multipoint Switch to
monitor the sessions.
To periodically import
sessions from
CTS-Manager, Cisco TMS,
and Cisco TelePresence
Multipoint Switch, define
the polling interval based on
your business needs, using
Diagnose > Session
Diagnostics > Import
Session .

Step 7 Verify Sessions Diagnose > Session Diagnostics Cisco Prime

Note This step is Collaboration
applicable only if Assurance Guide -
you have Advanced
purchased
Advanced and/or
Analytics license.
Verify whether all session
details have been imported
from CTS-Manager, Cisco
TMS, and Cisco
TelePresence Multipoint
Switch.
Cisco Prime Collaboration
collects scheduled sessions
data for five days (for the
past one day, for the current
day, and for three days
ahead).

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 Getting Started

Getting Started
For Information on... See...
Managing users and roles Add, Edit, and Delete a User, on page 63

Setting up license Add and Delete a License File, on page 55

Notification settings Notification Criteria, on page 171

Discovering devices Discover Devices, on page 91

Inventory management Inventory Pane, on page 124

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 Getting Started

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PART II
Set Up the Server
• Enable Third-Party CA Signed Certificate, page 47
• Manage Licenses, page 51
• Manage Users, page 59
• Manage Customers, page 69
• Manage Assurance Domains, page 71
• Configure System Parameters, page 73
 CHAPTER 4
Enable Third-Party CA Signed Certificate
You can import your company signed certificate for the secured data transmission. SSL must be enabled on
the browser to use this certificate.

• Install CA Signed Certificate for Secure Data Transmission, page 47

Install CA Signed Certificate for Secure Data Transmission

To install CA signed certificate for secure data transmission, perform the following tasks:
• Generate Certificate Signing Request (CSR)
• Install CA signed Certificate

To generate CSR:

Step 1 Choose System Administration > Certificate Management > Prime Collaboration Certificate Management.
Step 2 Enter the following details:
Field Description
Country Name You must enter the name of your country in alphabets with
2 characters. Special characters, numbers, and space are
not allowed.
Example: GB, IN, US, SG, and so on.

State or Province Name You must enter the name of your state or province in
alphabets with minimum of one character. Special
characters and numbers are not allowed.

Locality Name You must enter the name of your locality in alphabets with
minimum of one character. Special characters and numbers
are not allowed.

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 Install CA Signed Certificate for Secure Data Transmission

Field Description
Organization Name You must enter the name of your organization in alphabets
with minimum of one character. Special characters and
numbers are not allowed.
Example: Cisco System Inc

Organizational Unit Name You must enter the name of your organizational unit in
alphabets with minimum of one character. Special
characters and numbers are not allowed.
Example: XL Cisco

Common Name (IP Address or Host/FQDN) You must enter the server's IP address or host name.

Step 3 Click Generate CSR.

Step 4 Click Download CSR and save the file on your local system.
Step 5 Send the generated CSR to the CA for signing.
Step 6 After the CSR is signed by CA, download it on your local system in PKCS#7 format. For information on how to install
the downloaded certificate, see section Install CA Signed Certificate.
Note We recommended you to use the certificates only in PKCS#7(.p7b) format as PEM/DER (.pem, .cer, .der, .key,
and so on) formats are not supported.

Install CA Signed Certificate

To install CA signed certificate:

Step 1 Choose System Administration > Certificate Management > Prime Collaboration Certificate Management.
Step 2 Click Import Certificates and browse through the CA signed Certificate (in PKCS7 format) from your local system.
Step 3 Click Import.
A warning message is displayed, stating that the services will be restarted.

Step 4 Click Continue on receiving the warning message. The certificates are successfully imported on the server and the
services are restarted.
After the service restart, the login page is displayed. The security warning page (where you make the selection for the
login page to appear) is no longer displayed.
Note Before you launch the Cisco Prime Collaboration Assurance server, we recommend that you import the primary
and secondary intermediate certificates to the browser. This ensures that you do not get a warning about your
connection not being private, when you launch the server for the first time after the CA signed certificate
installation.
We recommend you to use the certificates in PKCS#7(.p7b) format as PEM/DER (.pem, .cer, .der, .key, and so
on) formats are not supported.

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 Install CA Signed Certificate for Secure Data Transmission

To import the primary/intermediate/secondary certificates to the browser, see the following table:
Browser Action
Internet Explorer Choose Tools > Internet Options > Content >
Certificates > Trusted root certification authorities >
Import

Mozilla Firefox Choose Tools > Options > Advanced > Certificates
> View certificates > Import

Chrome Choose Settings > Advanced settings > HTTP/SSL

Manage certificates > Trusted root certification
authorities > Import

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 Install CA Signed Certificate for Secure Data Transmission

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 CHAPTER 5
Manage Licenses
The Cisco Prime Collaboration license enables the endpoint quantities for the Cisco Prime Collaboration
application that you choose to install. You can order license based on the quantity of the endpoints. You can
view the already installed license details of Cisco Prime Collaboration Assurance by navigating to System
Administration > License Management.
You can install Cisco Prime Collaboration Assurance in either Standard or Advanced mode. Cisco Prime
Collaboration Assurance in Standard mode does not require a license.
The number of endpoints that you can add during the Evaluation mode depends on the OVA size of Assurance.
Cisco Prime Collaboration Assurance keeps track of the number of devices that you have added to the
inventory. When the number of devices that you can add gets close to the allowed number of devices, a
warning message is displayed. You can either upgrade the OVA or delete some of the existing devices in
your system inventory.
The Evaluation period for Cisco Prime Collaboration Assurance can be extended from the initial period of
60 days. You need to contact the Cisco licensing team to extend the evaluation period.The Evaluation period
for Cisco Prime Collaboration Assurance is 60 days. After the evaluation period, Assurance redirects the
License Management page every time you login.

• Cisco Prime Collaboration Assurance Licensing, page 51

• Cisco Prime Collaboration Analytics Licensing, page 52
• Cisco Prime Collaboration Contact Center Assurance Licensing, page 53
• License Count, page 54
• View License Details, page 54
• Add and Delete a License File, page 55
• Switch Between the Standard and Advanced Modes in Cisco Prime Collaboration, page 56

Cisco Prime Collaboration Assurance Licensing

Cisco Prime Collaboration—Standard does not require a license. After you install the Standard version, you
can activate the Evaluation mode from within Cisco Prime Collaboration by using the Activate Advanced
Features link in the Getting Started popup window. After the evaluation expires, it comes back to Standard

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 Cisco Prime Collaboration Analytics Licensing

mode. If you need to continue in Advanced mode after evaluation expires, you need to obtain license for Cisco
Prime Collaboration—Advanced.
Cisco Prime Collaboration Assurance licensing is based on the endpoint quantity. The number of endpoints
determine the number of licenses that you need to purchase to manage your network.
Cisco Prime Collaboration Assurance provides the license status of the Total Endpoints in the License
Management page (System Administration > License Management).

Note Soft phones also consume license like hard phones; and every soft phone requires one license each even
if they are sharing the same directory number as any hard phone registered in the same Unified CM.

For more information on these endpoints, see the Cisco Prime Collaboration Assurance and Analytics Install
and Upgrade Guide.

Cisco Prime Collaboration Analytics Licensing

Cisco Prime Collaboration Analytics license must be applied only after or while deploying the Cisco Prime
Collaboration Assurance license.
You need to deploy Cisco Prime Collaboration Assurance in Enterprise mode to access the Cisco Prime
Collaboration Analytics features. Cisco Prime Collaboration Analytics is not supported in Managed Service
Provider (MSP) mode.
When you switch over from the Standard to the Advanced mode in Cisco Prime Collaboration Assurance,
the Cisco Prime Collaboration Analytics is installed in the Evaluation mode. To access Cisco Prime
Collaboration Analytics dashboards after the Evaluation mode (60 days), you must purchase Cisco Prime
Collaboration Analytics license. You need to purchase the same scale license as that of Cisco Prime
Collaboration Assurance. You can continue to access Cisco Prime Collaboration Analytics in Evaluation
mode even after you add a license for Cisco Prime Collaboration Assurance in the advanced mode.
To add Analytics license file, choose System Administration > License Management.

Enable and Disable Analytics

Before You Begin
The Cisco Prime Collaboration Analytics must be in the Evaluation mode to enable or disable the Analytics
features.

Step 1 Choose System Administration > License Management.

Step 2 If you have deployed Cisco Prime Collaboration Assurance and Analytics very large OVA, perform the following steps
after deploying the remote Cisco Prime Collaboration Analytics database.
a) In the Analytics pane, click Setup Remote Analytics DB to configure the remote Cisco Prime Collaboration Analytics
database.
b) Enter the IP address of the remote database and click OK.
Step 3 In the Analytics pane, click Enable Analytics to enable data analysis.

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 Cisco Prime Collaboration Contact Center Assurance Licensing

Step 4 Log out from the browser and log in to Cisco Prime Collaboration Assurance server as admin user using CLI.
Step 5 Enter the following commands to restart the processes and for the changes to take effect:
application stop cpcm

Wait approximately 10 to 15 minutes for all the processes to stop, after which you will receive a message indicating the
successful completion of the command. To confirm if the processes have stopped, run the command show application
status cpcm.

application start cpcm

Wait approximately 10 to 15 minutes for all the processes to start. To confirm if the processes have started, run the
command show application status cpcm.
Note For very large deployment, you must run the above commands on Cisco Prime Collaboration Assurance
application and database servers.
Step 6 Log in to the Cisco Prime Collaboration Assurance server and verify if the Analytics license is activated. (System
Administration > License Management) .
If you want to disable Analytics, click Disable Analytics in the Analytics pane. You must restart the processes on
application and database (only for very large OVA) servers after disabling. All analyzed data are purged and the Analyze
tab is disabled.

Cisco Prime Collaboration Contact Center Assurance Licensing

Cisco Prime Collaboration Contact Center Assurance is supported only in the Cisco Prime Collaboration
Assurance Advanced deployment. The Cisco Prime Collaboration Contact Center Assurance licensing is
based on the number of concurrent Unified Contact Center Enterprise (Unified CCE) agents logged in. You
must apply the Cisco Prime Collaboration Contact Center Assurance license only after adding the Cisco Prime
Collaboration Assurance Advanced license.
Cisco Prime Collaboration polls the number of agents logged in to the Unified Contact Center Enterprise
every 30 minutes; and if the number of logged-in agents exceeds the permitted number that is mentioned in
the license file, the system displays a warning.
Cisco Prime Collaboration raises one violation per day irrespective of the number of warnings received. If
there are 10 such violations within the 30 day period, then your license expires within the next 30 days of
receiving the tenth violation.
If you add the license file for Cisco Prime Collaboration Assurance Advanced but not Cisco Prime Collaboration
Contact Center Assurance, you can access the features for Cisco Prime Collaboration Contact Center Assurance
only until the evaluation expiry or purchase of license. After the evaluation period for Cisco Prime Collaboration
Assurance Advanced expires, you can access Cisco Prime Collaboration Assurance Standard mode only.
Upon license expiry, the Unified Contact Center infrastructure devices are not displayed in the UC Performance
dashboard, Threshold Rules, and Correlation Rules windows. Call Signaling Analyzer fails to analyze the
call logs received from Contact Center devices (Unified CCE, CVP) and other UC components. The entire
Contact Center Topology view is also not accessible.
To continue using these features, you must purchase the required number of Cisco Prime Collaboration Contact
Center concurrent agent licenses. You can view the license details for Cisco Prime Collaboration Contact
Center Assurance by navigating to the System Administration > License Management page.

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 License Count

For details on the features that are enhanced after you add the Cisco Prime Collaboration Contact Center
Assurance license, see the Cisco Prime Collaboration Contact Center Assurance Guide.
The number of agents that you can manage after you purchase a license remains the same as the Evaluation
mode. See the Endpoints and Contact Center Agents Count section in the Cisco Prime Collaboration Assurance
and Analytics Install and Upgrade Guide for more information.

License Count
For Cisco Prime Collaboration Assurance, the license count is updated after a discovery task is performed.
For example, the license count for Managed endpoints is updated a few minutes (approximately five minutes)
after device discovery. Cisco Prime Collaboration only counts endpoints that are in Managed state (registered
or unregistered).

Caution If the number of endpoints exceeds the license count, endpoints are randomly managed in the Cisco Prime
Collaboration Assurance server.

For details on how devices are discovered and managed, see Discover Devices. Endpoints that are not added
are listed in the discovery job.
When Cisco Prime Collaboration is deployed in MSP mode, phones that have the same overlapping IP address
are counted as different endpoints.

Phone Count in Cisco Prime Collaboration Assurance

The following phones are counted in the Cisco Prime Collaboration Assurance database:
• The soft clients include Cisco Unified Personal Communicator, Cisco IP Communicator, Cisco Jabber
and Client Services Framework (CSF).
• Mobile phones are counted separately.
• Analog phones connected to a voice gateway are not monitored and hence not counted.

Note From 11.0 release, each endpoint is counted; and Jabber and IP Phones are now counted separately.

The Prime License Manager dashlet (in the Infrastructure dashboard) displays the license usage for all
collaboration applications. The VCS License Usage dashlet provides information about Video Communication
Server license usage. For more information about these dashlets, see License Usage.

View License Details

In the License Management page (System Administration > License Management), you can view the
following Cisco Prime Collaboration License information:
• Active Base License Installed—Evaluation or Image.

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 Add and Delete a License File

• Total Endpoint Licenses Used—The total number of licenses allowed and the number of licenses used
currently. In Standard mode, the usage is shown as zero percentage. For more details about the total
number of licenses for the Advanced mode, see the “License Count” section.
• License Expiration Date—The date when the license expires. This value is applicable to Evaluation
license only.

Note The value of License Expiration Date changes to Permanent when you obtain license
after evaluation expires.

• Total Endpoint Licenses Installed—The total number of licenses that are installed.

For Analytics and Contact Center Assurance licensing, you can view the following information:
Enterprise Mode Managed Service Provider (MSP) Mode
Analytics: -
• Licenses Installed
• License Expiration Date

Contact Center Assurance: Contact Center Assurance:

• Licenses Installed • Licenses Installed
• License Expiration Date • License Expiration Date

Note Although the License Expiration Date of Contact Center Assurance licensing is same as that of the
Assurance License Status in the user interface, the License Expiration Date of Contact Center Assurance
may change depending on the number of concurrent Unified CCE agents logged in.

You must review the Cisco Prime Collaboration Assurance and Analytics Install and Upgrade Guide to learn
how to register and obtain the license file for Cisco Prime Collaboration.

Add and Delete a License File

The image license files for Cisco Prime Collaboration Assurance are mandatory if you wish to activate the
Cisco Prime Collaboration Assurance applications in the production network. You can add any number of
scale licenses, however, the image license file is added once for Cisco Prime Collaboration Assurance.
To add the license file in Cisco Prime Collaboration Assurance:

Step 1 Choose System Administration > License Management.

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 Switch Between the Standard and Advanced Modes in Cisco Prime Collaboration

The License Management page is displayed.

Step 2 Under License Files, click Add.
The Add License File pop-up page is displayed.
Step 3 Click Browse to upload the license file and click OK.
The newly added license file information appears in the License Status pane of Cisco Prime Collaboration Assurance.
Note To delete a license file, choose System Administration > License Management. On the License Management
page, select the license file and click Delete.
When you upgrade from Evaluation mode to production, perform a rediscovery of devices. For details on
rediscovering devices, see “Rediscover Devices” in Cisco Prime Collaboration Assurance Guide- Advanced.

Switch Between the Standard and Advanced Modes in Cisco Prime

Collaboration
Cisco Prime Collaboration allows you to switch from the Standard mode to the Advanced mode in Cisco
Prime Collaboration Assurance.
The following table captures the different scenarios of switching:

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 Switch Between the Standard and Advanced Modes in Cisco Prime Collaboration

Table 5: Switch from the Standard Mode to the Advanced Mode in Cisco Prime Collaboration Assurance

Installation Modes Standard to Standard to Advanced Advanced

Advanced Advanced Evaluation to Evaluation to
Evaluation (Purchase license) Advanced Standard
(Purchase license)
Cisco Prime Yes. (Click the Get Yes. (Click the Get Yes. (Click the Get Yes. After the
Collaboration Advanced icon at Advanced icon at Advanced icon at evaluation expiry,
Assurance the top right corner the top right corner the top right corner you are prompted
of the User Interface of the User Interface of the User Interface with a message to
and click Start and click Add and click Add either downgrade to
Evaluation.) Licenses. In the Licenses. In the the standard mode
License License or to purchase a
Management page, Management page, license file for
click Add and click Add and advanced mode.
upload the license upload the license If you choose to
file for the advanced file for the advanced downgrade, the
mode.) mode.) Cluster for
Standard Mode
dialog box pops-up.
Select a cluster from
the Unified
Communications
Manager
drop-down, device
type from the Cisco
Unity Connection
drop-down list and
click Select.

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 Switch Between the Standard and Advanced Modes in Cisco Prime Collaboration

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 CHAPTER 6
Manage Users
Cisco Prime Collaboration supports built-in static roles with predefined access control that enables you to
perform different tasks.
In Cisco Prime Collaboration, you can create users and assign roles to the users. In Cisco Prime
CollaborationAssurance-Standard, a user is assigned the Super Administrator role. Cisco Prime Collaboration
Assurance- Advanced supports several user roles.
Cisco Prime Collaboration Assurance enables Role-based Access Control (RBAC) through these built-in
static roles. Hence the tasks a user can perform, or the device or device groups a user can view or manage
is controlled by the role allocated by the Super Administrator.
You can enforce further access control of selected devices or device groups, and tasks related to those by
associating the devices or device groups to specific customers (if you have deployed Cisco Prime Collaboration
in MSP mode) or assurance domains (if you have deployed Cisco Prime Collaboration in Enterprise mode).
Typically, a user with Operator role, is granted access to certain customers or assurance domains only.
For creating and managing customer groups in your network, see Manage Customers. For creating and
managing assurance domains in your network, see Manage Assurance Domains.

• Cisco Prime Collaboration Assurance-Advanced User Roles, page 60

• Single Sign-On for Cisco Prime Collaboration, page 60
• Default User Accounts, page 62
• User Roles and Tasks, page 63
• Add, Edit, and Delete a User, page 63
• Modify User Roles, page 64
• Configure an LDAP Server, page 65
• LDAP Configuration Parameters, page 65
• Reset Cisco Prime Collaboration Assurance Passwords, page 67
• Change Passwords, page 68

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 Cisco Prime Collaboration Assurance-Advanced User Roles

Cisco Prime Collaboration Assurance-Advanced User Roles

User roles are used to define the authorizations of tasks that users can access.
A user can be assigned one of the following roles:
• Helpdesk—Views and accesses network status information only and cannot perform any action on a
device or schedule a job that reaches the network.
• Operator—Performs all Helpdesk tasks and tasks related to network data collection. Cannot perform
any Inventory Management operations such as adding, discovering, or importing devices. Also, an
operator will not be able to configure thresholds for Alarms and Events
• Network administrator—Performs all Operator tasks and tasks that result in a network configuration
change like credential management, threshold settings, and so on.
• System administrator—Performs Assurance user interface-related administration tasks such as backup
and restore, maintaining log files, configuring users, and so on.
• Super administrator—Can perform tasks that both system administrator and network administrator can
perform.

Helpdesk is a preselected role that is assigned to every user in Cisco Prime Collaboration.
The roles selected for a user, will determine the access to data of other users. For example a user with Super
Admin role can view all other users, however a user with Network Administrator role cannot view the users
with higher roles such as Super Administrator, or System Administrator, but can look at other user's data
whose role is of Operator or Helpdesk.
If you have deployed Cisco Prime Collaboration in MSP Mode, you can look at customers belonging to another
user of the same role, only if you are associated with the customer(s).
If you have deployed Cisco Prime Collaboration in ENT Mode, you can look at assurance domains belonging
to another user of the same role, only if you are associated with the assurance domain(s).
Note: The User Management submenu is not available to the following roles:
1 Helpdesk
2 Operator

Single Sign-On for Cisco Prime Collaboration

Cisco Prime Collaboration provides users with admin privileges to enable Single Sign-On (SSO) in Cisco
Prime Collaboration Assurance using Security Assertion Markup Language (SAML).
Cisco Prime Collaboration does not support multiserver SAN certificates and end user SAML SSO.
Ensure that the following prerequisites are met before you enable SSO:
• At least one LDAP Administrative user exists in the system—by manually creating an LDAP
administrative user in Cisco Prime Collaboration Assurance.
• An Identity Provider (IdP) server that enables you to use SSO to access many other applications from
a single hosted application and a Service Provider. The Service Provider is a website that hosts the
applications.
Following are the supported third-party IdP servers:

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 Single Sign-On for Cisco Prime Collaboration

• Open Access Manager (OpenAM)

• Ping Identity
• Active Directory Federation Services (ADFS)
• Oracle Identity Manager

For the steps to setup an IdP server, see the SAML SSO Deployment Guide for Cisco Unified
Communication Applications, Release 10.0(1).
• Download the Identity Provider metadata file from the IdP server and save it in your local system.

To enable Single Sign-On:

Step 1 Choose System Administration > Single Sign-On.

Step 2 Click Enable SSO.
A warning message is displayed stating, Enabling SSO redirects you to the IdP server for authentication from the next
login. To access the application, you will need to be authenticated successfully.
Note Enable SSO is disabled if the above mentioned prerequisites are not
met.
Step 3 Click Continue.
Step 4 Follow the steps provided in the SSO wizard to enable Single Sign-On.
a) Locate the IdP metadata file from your local system and click Import IdP Metadata.
b) Click Download Trust Metadata file.
c) Launch the IdP server and import the downloaded Trust Metadata file.
Note This is a manual step for Enabling SSO. You need to create a Circle of Trust (CoT) in the IdP server and
log out before you proceed with the SSO testing.
d) To run SSO Test Setup, select a username from the Valid Administrative Usernames drop-down. You can enter
any user who is an administrator in Active Directory and is synchronized by Cisco Unified CDM under SSO user.
Note Using any other username to log in to the IdP server might lock the administrator account.
e) Click Run SSO Test to test the connectivity among the IdP server, Cisco Prime Collaboration Applications, and
Single Sign-On.
If you are prompted with an error message, Unable to do Single Sign-On or Federation:
• Manually log in to the IdP server using the end user credentials and check if the authentication is successful.
• Verify if the Trust Metadata file is successfully uploaded in the IdP server.
• Verify if the Cisco Prime Collaboration server and the IdP server are part of the same Circle of Trust.

f) Click Finish.

Troubleshooting and Logs for SSO

• When you are logged out of the Cisco Prime Collaboration server while enabling SSO, it is recommended
that you close the browser and re-launch the Cisco Prime Collaboration application. Because, though
your session expires in Cisco Prime Collaboration server, the IdP server session might still be active.
• While enabling SSO, ensure that the hostname for Cisco Prime Collaboration is set and is part of DNS.

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 Default User Accounts

When IdP server is down, you can:

• Use the recovery URL- https://<PCserver IP address or host name that is part of DNS>/ssosp/local/login.
• Disable Single Sign-On from CMD Utility.

To disable SSO from CMD utility in Cisco Prime Collaboration applications:

• Log in to Cisco Prime Collaboration Assurance server using SSH with port 26.
• Navigate to the /opt/emms/emsam/bin directory for Cisco Prime Collaboration Assurance. Add
<Operation> and <Value> entries for cpcmconfigsso.sh file based on the following table:

Operations can be .. Values can be ..

1-To get the Single Sign-On status Not applicable
2-To get the recovery URL status Not applicable
3-To set the Single Sign-On status False
Note You cannot enable SSO through CLI. Use
the user interface procedure to enable SSO.
4-To set the recovery URL status True or False

• To disable SSO, run the following command:

cpcmconfigsso.sh 3 false

Note By default, the recovery URL is enabled. If you want to disable it for security reasons, set it as False.

Default User Accounts

Cisco Prime Collaboration is preconfigured with a default web client administrator user called globaladmin;
globaladmin is a superuser who can access Cisco Prime Collaboration Assurance user interfaces.
Specify a password for globaladmin when you configure your virtual appliance. You need to use these
credentials when you launch the Cisco Prime Collaboration web client for the first time.
Cisco Prime Collaboration Assurance server supports the CLI user: admin.
You cannot create CLI users using the web client user interface. CLI users are created during OVA
configuration. By default, the username is admin; the password is specified during OVA configuration and
is used to log into the CLI to check the application status and perform backup and restore.

Caution We recommend that you write down the root password as it cannot be retrieved.

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 User Roles and Tasks

Note • The users defined in the Cisco Prime Collaboration web client are different from the users defined
on the Cisco Prime Collaboration server (CLI).
• CLI users are not listed on the Cisco Prime Collaboration User Management page.
• globaladmin and root follow same set of password validation rules, but the rules for admin are
different. See the Cisco Prime Collaboration Assurance and Analytics Install and Upgrade Guide
for password validation rules for these users.

If you are logging in for the first time to the Cisco Prime Collaboration Assurance web client, log in as
globaladmin.

Caution You must not create a user with the name: globaladmin, pmadmin and admin.

Choose . Click the Download Log button. Download the tar file and untar it. Check the
/opt/emms/emsam/log/importedprovisioninguser.log file, to find the users who were not imported into Cisco
Prime Collaboration Assurance database due to several reasons such as duplicate user names (user names
already used in Cisco Prime Collaboration Assurance), user names with no passwords and so on.
The Cisco Prime Collaboration Assurance applications do not share inventory database. You must manage
the devices separately to perform the Assurance tasks. See Manage Device Credentials, on page 79 to perform
device management tasks using the Cisco Prime Collaboration Assurance application.

Related Topics
Manage Device Credentials, on page 79
Manage Device Groups, on page 117

User Roles and Tasks

The User Roles and Tasks wiki page lists the Cisco Prime Collaboration Assurance user roles and tasks they
are mapped to.

Note Super administrator has access to all of the user interface menus and can perform all the tasks. Hence, the
super administrator is not listed .

Related Topics
User Roles and Tasks for Cisco Prime Collaboration Assurance

Add, Edit, and Delete a User

You can add a user and assign predefined static roles. The user has access to the Cisco Prime Collaboration
web client only and cannot log in to the Cisco Prime Collaboration Assurance server through the CLI.

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 Modify User Roles

To add a user:

Step 1 Choose System Administration > User Management.

Step 2 In the User Management page, click Add.
Step 3 In the Add User page, enter the required user details.
Note that because the LDAP server performs authentication, it should have the same user ID as Cisco Prime Collaboration.
For more information, see Configure an LDAP Server.
If you select the LDAP User option, the Password and Confirm Password fields are not displayed.

Step 4 If you have deployed the Managed Service Provider (MSP) version of Cisco Prime Collaboration, select a customer
from the Customer drop-down list. If you have deployed the Enterprise version of Cisco Prime Collaboration, you can
select an Assurance Domain from the Assurance Domain drop-down list, however it is not mandatory.
Note • In MSP mode, you must create multiple customers, and associate the customers to a user. If you create
only one customer and assign it to a user, the user is added to "All My Customers" in Cisco Prime
Collaboration.
• In Enterprise mode, you must create multiple Assurance domains, and associate the domains to a user. If
you create only one Assurance domain and assign it to a user, the user is added to "Enterprise" in Cisco
Prime Collaboration.

Step 5 Select the appropriate Cisco Prime Collaboration Assurance roles.

Step 6 Click Save.
To edit user details, select a user at System Administration > User Management and make the necessary changes.
As part of your regular system administration tasks, you sometimes must delete users from the Cisco Prime Collaboration
database. However, you cannot delete the Cisco Prime Collaboration web client default administrator globaladmin.
To delete a user, select the user from System Administration > User Management and click Delete. Any jobs that
are scheduled in the deleted user name continue to run until canceled.

Modify User Roles

When the contact information, role, or account status of a user changes, the administrator must edit the
corresponding details in the system.
To edit user details, select a user at System Administration > User Management and make the necessary
changes.
As part of your regular system administration tasks, you sometimes must delete users from the Cisco Prime
Collaboration database. However, you cannot delete the Cisco Prime Collaboration web client default
administrator- globaladmin.
To delete a user, select the user from System Administration > User Management and click Delete. Any
jobs that are scheduled in the deleted user name continue to run until they are cancelled.

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 Configure an LDAP Server

Configure an LDAP Server

You can configure Cisco Prime Collaboration to connect to a Lightweight Directory Access Protocol (LDAP)
server, to access user information stored in the LDAP server.
You must create an LDAP user from the User Management page to enable the user to log in using LDAP
credentials. To add a user, see Add, Edit, and Delete a User and to edit or delete a user, see Modify User
Roles.
Cisco Prime Collaboration supports one primary LDAP server and one backup LDAP server.

Note If you have deployed Cisco Prime Collaboration in MSP mode, the LDAP server configured must be a
provider LDAP. This provider LDAP server has all the resellers, customers, and admin users. You can
configure only one LDAP server. Multiple LDAP server configuration is not supported.

To configure LDAP server:

Step 1 Choose System Administration > LDAP Settings.

Step 2 In the LDAP Settings page, enter values for all the fields. See LDAP Configuration Parameters for the field descriptions.
Note If Cisco Prime Collaboration must use SSL encryption, check the Use SSL check box and specify port
636.
Step 3 Click Test Connection to check the connectivity to the LDAP server.
Step 4 Upon successful connection, click Apply Settings and restart Cisco Prime Collaboration Assurance server to log in using
LDAP.
To restart Cisco Prime Collaboration Assurance Server, log in as admin user and execute the following commands:
application stop cpcm
application start cpcm
The application stop cpcm command takes 10 minutes to complete execution and application start cpcm takes 10 to
15 minutes to complete execution.

LDAP Configuration Parameters

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 LDAP Configuration Parameters

Table 6: LDAP Server Configuration

Field Description
Server IP address Enter the LDAP server name or IP address.
Optionally enter the Backup LDAP server IP address.

Server Port Enter the Port number on which the LDAP requests for
the server is received.
Non-secure port: 389
Secure SSL port: 636
Optionally enter the Backup LDAP server Port number.
Note If the LDAP server is configured to use a
non-standard port, that port should be entered
here as well.

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 Reset Cisco Prime Collaboration Assurance Passwords

Field Description
Admin Distinguished Name Admin Distinguished Name is the distinguished name to
use.
For example in the preceding image there is a user whose
name is John Doe in the LDAP directory, so the Admin
Distinguished Name will be as follows:
• CN = John Doe
• OU = Campus
• OU = AdminBLR
• OU = ABC
• DC = eta
• DC = com

Admin Password Enter the password for the LDAP server authentication
and reconfirm the password.
Note Do not use the pound sign (#) in the password,
because the connectivity to the LDAP server
fails if the LDAP user password contains the
pound sign (#).
LDAP User Search Base Enter the user search base. LDAP server searches for
users under this base.
Search Base is as follows:
• DC = eta
• DC = com

Note LDAP authentication fails if you enter special

characters in the search base.

Reset Cisco Prime Collaboration Assurance Passwords

As a super administrator, system administrator or network operator, you can reset the password for other
Cisco Prime Collaboration users.
Prerequisite - Root access feature is mandatory to perform this task, hence you should raise a TAC case to
obtain root access.
You can reset the Cisco Prime Collaboration Assurance web client globaladmin password using the following
procedure.

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 Change Passwords

To reset the Cisco Prime Collaboration Assurance globaladmin password:

Step 1 Log in as a root user.

Step 2 Execute the following:
#cd /opt/emms/emsam/bin/
# ./resetGlobalAdminPassword.sh
Step 3 Enter a new password for the globaladmin when prompted, and also confirm the new password, when prompted. A
message notifies that the globaladmin passwords has been successfully reset.

Change Passwords
To change your own password, go to System Administration > User Management, click Reset Password,
and make the necessary changes.

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 CHAPTER 7
Manage Customers
This section applies only if you have deployed Cisco Prime Collaboration in MSP mode.
The MSP mode provides multiple customer views. This option is used in managed service provider
environments. This view enables you to manage networks and to host services of multiple customers that
are being managed by Cisco Prime Collaboration. You can associate devices to customer.
You can choose if you want all existing managed endpoints or subscribers registered to a publisher inherit
the customer name from the publisher. For more information, see Automatic Discovery of Devices.
You can assign multiple customers to a user. For more information on creating a user, see Add, Edit, and
Delete a User.

• Add Customers, page 69

• Global Customer Selection, page 70

Add Customers
To add a customer:

Step 1 Choose Assurance Administration > Customer Management.

Step 2 From the Customer Management page, click Add.
Step 3 In the General Info page, enter the required details, and click Next.
Step 4 In the Devices/Device Group page, select the appropriate devices, and click Save. A message appears asking you to
confirm the assigning of customers to the selected device(s). If you want to associate the registered endpoints to the
customer to which the publisher or seed device such as Unified CM or VCS is associated, select the Assign Registered
Endpoints also check box. A message notifies that the devices are associated with the customer.

Related Topics
Add, Edit, and Delete a User, on page 63
Manage Users, on page 59

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 Global Customer Selection

Global Customer Selection

On the Cisco Prime Collaboration home page, you can select customers and filter information accordingly.
Rest your mouse over the quick view icon next to the Customer field at the top-right corner of the Cisco Prime
Collaboration user interface. You can select one or more customers for which you want to see data for. You
can also select multiple customers at the same time by selecting All Customers to see aggregate information
for all customers. By default, data is displayed for all the customers.
If you have logged in Cisco Prime Collaboration as a user associated with particular customers in Cisco Prime
Collaboration, you can select the option All My Customers from the global customer selection list. You can
further select specific customer(s) from your All My Customers group.
If you have logged in Cisco Prime Collaboration as a user or globaladmin associated with all customers
available in Cisco Prime Collaboration, you can select the option All Customers from the global customer
selection list. You can further select specific customer(s) from your All Customers group.
The Cisco Prime Collaboration user interface filters and shows only the information for the selected customer(s)
from the global selection field, across all features such as Inventory Management, and Alarms and Events
page.

Note The Enterprise dashboards (End-Users Impact, Endpoints Utilization, Infrastructure, Topology, Contact
Center Topology, depending on the licenses you have) in Cisco Prime Collaboration do not filter content
by default through the global customer selection field. If you select another customer through global
selection the user interface will refresh and the home page showing the Customer Summary dashboard
appears. To change the customer you need to click the customer name from the Customer Summary
dashboard.

For more information on how user roles will also determine the information available to you, see Cisco Prime
Collaboration Assurance-Advanced User Roles.

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 CHAPTER 8
Manage Assurance Domains
• Manage Assurance Domains, page 71
• Add Assurance Domains, page 71
• Global Assurance Domain Selection, page 72

Manage Assurance Domains

The Assurance Domain Management feature is supported if you have installed Cisco Prime Collaboration in
Enterprise mode. You can group your devices and provide restricted view to some set of devices based on
your business needs.

Related Topics
Manage Users, on page 59

Add Assurance Domains

To add an assurance domain:

Step 1 Choose Assurance Administration > Domain Setup.

Step 2 From the Domain Setup page, click Add. You can associate device pools or devices to a domain.
Step 3 In the Create Assurance Domain page, enter the required details, and click Save.
All endpoints or subscribers registered to a publisher inherit the assurance domain name from the publisher, if the
publisher has been discovered with association to a single domain.
Note You cannot associate multiple domains to a
device.
Click Edit to unassign an assurance domain.
Note If you want to change the domain of a device pool, you need to unassign the device pool from existing domain
before assigning it to a new domain. This limitation is only for device pools.
Click Delete to delete a domain. You have the option to delete a domain with the devices or without the devices. You
can verify the changes in Inventory Management.

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 Global Assurance Domain Selection

Global Assurance Domain Selection

On the Cisco Prime Collaboration home page, you can select assurance domains and filter accordingly. Rest
your mouse over the quick view icon next to the Assurance Domain field at the top-right corner of the Cisco
Prime Collaboration user interface. You can select one or more assurance domains based on your domain
permission.
If you have logged in to Cisco Prime Collaboration as a user or globaladmin associated with all assurance
domains available in Cisco Prime Collaboration, you can select Enterprise to see the aggregate details for all
assurance domains. You can further select specific assurance domains from My Enterprise group.
The Cisco Prime Collaboration user interface filters and shows only the information for the selected assurance
domains across features such as Inventory Management, and Endpoint Diagnostics. These columns are hidden
by default.
For more information on how user roles will also determine the information available to you, see Cisco Prime
Collaboration Assurance-Advanced User Roles.

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 CHAPTER 9
Configure System Parameters
This section includes the following:

• Configure System Parameters, page 73

• Configure SMTP Server, page 75
• Configure Cisco Prime Collaboration Assurance Server Time Zone, page 76

Configure System Parameters

Cisco Prime Collaboration allows you to configure system parameters for Cisco Prime Collaboration Assurance.
The following are the system configuration parameters for Cisco Prime Collaboration Assurance.
If you have deployed Cisco Prime Collaboration in MSP mode, the cluster (data) is displayed for a selected
customer (selected from the global selection drop-down list).
• SMTP Server—To configure this parameter under Assurance Administration > E-mail Setup for
Alarms & Events, see Configure SMTP Server.
• Call Quality Data Source Management—Cisco Prime Collaboration monitors voice-quality measurements
in a VoIP network. This real-time, service-quality information is collected from Unified CM and Cisco
NAM or Prime vNAM. To configure this parameter under Assurance Administration > CDR Source
Settings > Manage Call Quality Data Sources, see Update CDR Data Source Credentials.
• LDAP Settings—To configure this parameter under System Administration > LDAP Settings, see
Configure an LDAP Server.
• Log Management—To configure this parameter under System Administration > Log Management,
see Log Levels.
• SFTP Settings—To monitor calls from Unified CM, you must configure SFTP. To configure this
parameter under Assurance Administration > CDR Source Settings > CUCM SFTP Credentials,
see Configure SFTP Settings.
• IP Phone Inventory Collection Settings—To configure this parameter under Device Inventory >
Inventory Schedule > IP Phone Inventory Schedule, see Update and Collect Inventory Details.

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 Configure System Parameters

• IP Phone XML Inventory Collection Settings—You can use the Phone XML Collection to schedule the
phone discovery. To configure this parameter under Device Inventory > Inventory Schedule > IP
Phone Inventory Schedule, see Update and Collect Inventory Details.
• Cluster Data Discovery Settings—Allows Cisco Prime Collaboration to consolidate the inventory and
the device registration information it collects from Unified CM. To configure this parameter under
Device Inventory > Inventory Schedule > Cluster Data Discovery Schedule, see Unified CM Cluster
Data Discovery.

Global System Parameters

The changes performed on these pages are applicable to all customers (MSP mode) or domains (Enterprise
mode).

Table 7: System Parameters

Tasks Navigation
Configure Single Sign-On. System Administration > Single Sign-On

Add a license file. System Administration > License Management

Configuring SMTP server Assurance Administration > E-mail Setup for

Alarms & Events

Configure SSL Certificate Authentication for Device System Administration > Certificate Management
Discovery.

Configure LDAP server to access user details. System Administration > LDAP Settings

Change the log levels, the default value is “Error”. System Administration > Log Management

Configure SFTP parameters to monitor calls from Assurance Administration > CDR Source Settings
Unified CM. > CUCM SFTP Credentials

Configure parameters to collect information about Device Inventory > Inventory Schedule > IP Phone
the phones and clusters that are managed in Cisco Inventory Schedule
Prime Collaboration Assurance inventory database.

Configure parameters to collect information from IP Device Inventory > Inventory Schedule > IP Phone
phone XML. Inventory Schedule

Configure parameters to consolidate the inventory Device Inventory > Inventory Schedule > Cluster
and the device registration information from Unified Data Discovery Schedule
CM.

Poll parameters for Cisco TelePresence monitoring Assurance Administration > Session Path
settings Threshold Settings

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 Configure SMTP Server

Tasks Navigation
Add a dial plan. Assurance Administration > CDR Analysis
Settings > Dial Plan Configuration

Create a call category. Assurance Administration > CDR Analysis

Settings > Call Category Configuration

Configure parameters to poll devices. Assurance Administration > Polling Settings

Customize the syslog rules to monitor faults. Assurance Administration > Event Customization
> Syslog Rules

Customize the correlation rules to monitor faults. Assurance Administration > Event Customization
> Correlation Rules

Configure alarm notification (e-mail, syslog, or trap) Assurance Administration > Notification Setup >
Custom Notification

Configure threshold parameters for network devices Assurance Administration > Session Path
and Medianet Configuration. Threshold Settings

Configure MOS parameters (poor and acceptable). Administration > Alarm & Event Setup >
Threshold Settings > Global Call Quality Settings

Configure MOS parameters (poor and acceptable). Assurance Administration > Alarm & Event Setup
> Threshold Settings > Global Call Quality
Settings

Configure Voice Call Grade Settings (Good, Assurance Administration > CDR Analysis
Acceptable, Poor) Settings > Configure Voice Call Grade

Configure audio phones report export parameters, Assurance Reports > Miscellaneous Reports >
such as audio phone reports (IP phone audit, move, UCM/CME Phone Activity Reports > Export
suspect IP phones), file format, export file location, Audio Phones
and notification e-mail.

Configure video phones report export parameters, Assurance Reports > Miscellaneous Reports >
such as video phone reports (video phone audit, move, UCM/CME Phone Activity Reports > Export
remove video phones), file format, export file Audio Phones
location, and notification e-mail.

Schedule regular backups. System Administration > Backup Settings

Configure SMTP Server

You can configure the SMTP server to send and receive e-mail notifications for alarms by specifying the
SMTP server name and the sender AAA E-mail address on the E-mail Setup for Alarms & Events page

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 Configure Cisco Prime Collaboration Assurance Server Time Zone

(Assurance Administration > E-mail Setup for Alarms & Events). The value in the Sender AAA E-mail
Address field helps you to identify the server you receive the e-mail from, in case of many servers.

Configure Cisco Prime Collaboration Assurance Server Time Zone

To configure the Cisco Prime Collaboration Assurance server time zone:

Step 1 Log in to the Cisco Prime Collaboration Assurance server with the account that you have created during installation. By
default, it is admin.
Step 2 Enter the following command to see the list of supported time zones:

Example:
cm/admin# show timezones
Step 3 Enter the following commands to set the time zone for the Cisco Prime Collaboration Assurance server:

Example:
cm/admin(config)# config t
cm/admin(config)# clock timezone US/Pacific
cm/admin(config)# exit
Step 4 Enter the following command to copy running-configuration to startup-configuration:

Example:
cm/admin# write memory
Step 5 Enter the following command to restart the Cisco Prime Collaboration Assurance server:

Example:
cm/admin# application stop cpcm
cm/admin# show application status cpcm
cm/admin# application start cpcm
Step 6 Wait for 10 minutes for the server to finish the restart process and enter the following command to check if the time zone
is set to the new value:

Example:
cm/admin# show timezone
US/Pacific
Note We recommended you to keep the time zone values configured in postgres database same as that of system time
zone to avoid the data mismatch issues. If you change system time zone manually, then change the log_timezone
and timezone parameters in postgres.conf file in /opt/postgres/9.2/data (Analytics database)
and /opt/postgres/9.2/cpcmdata (Assurance database, including both cpcm and qovr database) to
match system time zone, and then restart the system. Root access feature is mandatory to change time zone
value in postgres database, hence you should raise a TAC case to obtain root access.

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PART III
Manage Devices in Cisco Prime Collaboration
Assurance
• Manage Device Credentials, page 79
• Set Up Clusters, page 89
• Discover Devices, page 91
• Manage Device Groups, page 117
• Manage Inventory, page 123
• Poll Devices, page 163
 CHAPTER 10
Manage Device Credentials
• Manage Device Credentials, page 79
• Add a Device Credentials Profile, page 80
• SSL Certificate Authentication for Device Discovery, page 84
• Modify Device Credentials, page 84
• Verify Device Credentials, page 85
• Delete a Device Credential Profile, page 88

Manage Device Credentials

You need to configure device credentials for all devices that are managed using Cisco Prime Collaboration.
Device credentials are required for discovering devices and updating inventory. If the credentials vary for
different devices, create separate credentials profiles; that is, if you want to manage two Cisco Unified
Communications Managers with different credentials in Cisco Prime Collaboration, you must create two
separate credentials profiles.
The following are some of the requirements while creating credentials profiles:
• HTTP and SNMP credentials are mandatory for the endpoints to get into Managed state.
• CLI credentials are required to troubleshoot sessions involving endpoints and network devices.
• JTAPI credentials are mandatory for Unified CM for session monitoring. This credential is not required
for endpoints.
• Create an Enterprise License Manager profile by selecting Enterprise License Manager as the device
type for Prime License Manager.
• Define HTTP and SNMP credentials for Unified Contact Center devices such as Cisco Unified Intelligence
Center (CUIC), Cisco Voice Portal (CVP), Cisco Finesse, Cisco Unified Contact Center Enterprise
(Unified CCE), and Cisco MediaSense.
• Define HTTP and SNMP credentials for Unified Contact Center devices such as Cisco Unified Intelligence
Center (CUIC), Cisco Voice Portal (CVP), Cisco Finesse, Cisco SocialMiner, Cisco Unified Contact
Center Enterprise (Unified CCE), Cisco Unified Contact Center Express (Unified CCX), and Cisco
MediaSense.

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 Add a Device Credentials Profile

• Enter HTTP credentials for Contact Center Enterprise in the following format: domain\administrator.
For example hcsdc2\administrator.
• Enter HTTP credentials for Cisco Unified Customer Voice Portal (CVP) which have the
ServiceabilityAdministrationUserRole privileges. The default username wsmadmin has this privilege.
• JTAPI credentials are not required for Cisco Prime Collaboration Assurance Standard mode .
• Credentials are not required for the phones, Cisco Cius, Cisco Jabber, and Cisco Jabber Video for
TelePresence (Movi) endpoints. These endpoints are discovered with the discovery of the call processor
with which they are registered.
• Select VCS/ EXPRESSWAY in the Device type drop-down list to create credentials for Cisco
Expressway-Core, Cisco Expressway-Edge or a Cisco VCS with Cisco Collaboration Edge or Core.

Note You must not enter * symbol with length of eight characters as SNMP Community String, SNMPv3,
HTTP, JTAPI, and MSI password while creating credentials profiles in Credential Profile page or Add
Device in Device Discovery.

You must review the Setting up Devices for Prime Collaboration Assurance document to understand the
required protocols to manage devices in Cisco Prime Collaboration.

Related Topics
Default User Accounts, on page 62

Add a Device Credentials Profile

To add or clone a credential profile:

Step 1 In the Cisco Prime Collaboration page, choose Device Inventory > Inventory Management from the Toggle Navigation
pane.
The Inventory Management page is displayed.
Step 2 In the Inventory Management page, click Manage Credentials.
Step 3 In the Credentials Profile page, click Add and enter the necessary information described in the Credential Profiles Field
Descriptions table.
Step 4 Click Save.
In your network, you may have configured the same SNMP credentials for all devices, but different CLI credentials. In
such cases, first create a new profile and later clone the existing profile. To clone, in the Credentials Profile page, select
an existing profile and click Clone and after the required updates click Add/Update.

Credential Profiles Field Descriptions

After the devices are discovered, you can check the current Inventory table to verify that the credentials have
been updated in the Cisco Prime Collaboration database.

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The following table describes the fields on the Credential Profiles page.

Table 8: Credential Profiles Field Descriptions

Field Name Description

Profile Name Name of the credential profiles.
For example:
• CTS_MAN
• CUCM
• router_switches

Device Type (Optional) The credential fields (such as SNMP, HTTP, CLI) are displayed,
based on the device type that you have selected.
To reduce rediscovery time, we recommend that you select the device type
when you create the credential profiles.
The default device type is “Any”, if you do not select a device type while
creating a credential profile.
See cisco.com for the list of device types.
For EX series, MX series, SX series, bare Codec devices, and all profiles
with Codec, select the device type as Codec.
For MSE devices, select Cisco MCU as the device type.
You can enter any credentials (SNMP, HTTP, CLI , JTAPI , MSI) to create
an “Any” credential profile. You must create an “Any” credential profile
to run auto-discovery (Ping Sweep and CDP discovery). However, you
can run logical discovery also.
If your network has multiple subnets, then create an “Any” profile for each
subnet.

IP Version The IP address is version 4 or version 6.

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Field Name Description

IP Address Pattern IP address of the devices for which the credentials are provided. You must:
• Separate multiple IP addresses by the delimiter pipe (|).
• Not use 0.0.0.0 or 255.255.255.255.
• Not use question mark (?).

We recommend that you:

• Enter the exact IP address for CTS-Manager, Cisco Unified CM, and
Cisco TMS.
• Enter the exact IP address for either CTS or network devices.
• Do not use many wildcard expressions in the address patterns.

For example:
• 100.5.10.*|100.5.11.*|100.5.20.*|100.5.21.*
• 200.5.1*.*|200.5.2*.*|200.5.3*.*
• 172.23.223.14
• 150.5.*.*

Avoid using patterns such as 150.*.*.*, 192.78.22.1?, 150.5.*.*/24.

If you are unable to find a common pattern for the devices, enter *.*.*.*.
Minimize the use of wildcard character (*), while defining the IP address
patterns in the credential profiles (). Use of wildcard character may increase
the discovery time.
See SNMPv2C to understand how the patterns are used.

General SNMP Options SNMP Timeout - The default is 10 seconds.

SNMP Retries - The default is 2.

SNMP Version - Selecting an SNMP version is mandatory.

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Field Name Description

SNMPv2C SNMP Read Community String
Used to discover and manage You can provide either SNMPv2C or SNMPv3 credentials. We recommend
the device. that you use different SNMP credentials for Cisco TelePresence systems
and network devices.
Cisco Prime Collaboration searches the credential profiles, based on the
IP address pattern. Cisco Prime Collaboration then chooses a profile for
which the SNMP credentials match. There can be multiple matching
profiles, that is, profiles with the same SNMP credentials. In such cases,
Cisco Prime Collaboration chooses the profile that matches first.
Note If multiple profiles have the same SNMP credentials but different
CLI credentials, Cisco Prime Collaboration might chose a profile
that contains the correct SNMP credentials but incorrect CLI
credentials for the device. If this occurs, the troubleshooting
workflow might not work.
SNMP Write Community String

SNMPv3 SNMP Security Name - Enter a security name.

Used to discover and manage
the device. SNMP Authentication Protocol - You can choose either MD5 or SHA.

SNMP Authentication Passphrase - Enter a passphrase.

SNMP Privacy Protocol - You can choose either AES, AES128, or DES.
CLI CLI Login Username and Password
Used to access the device The CLI credentials are used during the troubleshooting workflow. If the
through CLI to discover media credentials are not entered or if the entered credentials are incorrect, the
path for troubleshooting. troubleshooting workflow feature may not work.

HTTP HTTP Username and Password

Used to access the device Cisco Prime Collaboration first checks the access for HTTP. If the access
through HTTP to poll system attempt fails, then Cisco Prime Collaboration checks the access for HTTPS.
status and meeting information. If you log in to Cisco TMS using the <domain/username> format, then
ensure that you add the same <domain/username> value in the HTTPS
Username field.

JTAPI (Optional) JTAPI Username and Password.

Used to retrieve the session Note Password must not contain a semicolon (;) or equals
status information from the (=).
Cisco Unified CM.

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 SSL Certificate Authentication for Device Discovery

Field Name Description

MSI MSI Username and Password
Used to access the device The MSI credentials are used during the troubleshooting workflow, to
through MSI to discover media troubleshoot MSI enabled endpoints.
path for troubleshooting. MSI credentials remain the same as http credentials for TC 6.0 and TE 6.0
software versions. For TX 6.0 version, the default MSI username is msiuser
and the password is cisco.

SSL Certificate Authentication for Device Discovery

In Cisco Prime Collaboration, when a device is added, the SSL certificates are exchanged for credential
validation by accessing a protected resource using HTTPS. During exchange, the SSL certificate is not stored
in Cisco Prime Collaboration trust-store and communication with the device fails, at a later point of time. It
is recommended that you manually import the SSL certificate to Cisco Prime Collaboration trust-store to
access the device.
Cisco Prime Collaboration enables you to check the authenticity of the SSL certificate during its communication
with the devices or applications over HTTPS. However, this is not mandatory as you can still continue to
discover the devices without authenticating the certificate.
By default, Cisco Prime Collaboration does not validate the certificates from the devices or applications it
communicates.
To enable the SSL certificate authentication:

Step 1 Choose System Administration > Certificate Management.

The Certificate Management page is displayed.
Step 2 In the Device Certificate Management tab, check the Enable SSL certificate authentication for device discovery
check box.
Step 3 Click the Import Certificates button.
Step 4 Restart the Cisco Prime Collaboration server for the changes in trust manager to take effect.
cm/admin# application stop cpcm
cm/admin# show application status cpcm
cm/admin# application start cpcm

Modify Device Credentials

If you have modified credentials for the devices that you are currently managing in the Cisco
Prime Collaboration application, you must modify the relevant credential profiles in the Cisco
Prime Collaboration database.
If the credentials are incorrect, a major event— Device is inaccessible is triggered from Cisco Prime
Collaboration (Monitor > Alarms & Events > Events).

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To edit a credential profile:

Step 1 Choose Device Inventory > Inventory Management.

Step 2 From the Inventory Management page, select a device and click Modify Credentials.
Step 3 Update the credentials and click Rediscover.
Cisco Prime Collaboration takes a few minutes to update its database with the modified credentials. After the credentials
are updated, an informational event, Device is accessible from Collaboration Manager, is triggered. Cisco Prime
Collaboration uses the updated credentials in the next polling job.

Verify Device Credentials

If device discovery fails because of incorrect credentials, you can test the credentials for the failed devices
and rediscover those devices. Choose Device Inventory > Inventory Management > Discovery Jobs for a
list of devices that were not discovered.

Note Do not run this task when a discovery job is in progress.

To verify device credentials:

Step 1 Choose Device Inventory > Inventory Management.

Step 2 From the Credential Profiles page, select the profile name to use for testing the credentials, and click Verify.
Step 3 Enter a valid device IP address to test the credentials. You can verify only one device at a time, and you cannot enter
expressions such as *.*.*.*, 192.2.*.*, and so on.
Step 4 Click Test. You can see an inprogress moving icon next to the test button till the task completes. The test results are
displayed under the Test Credential Result pane.
If the verification fails, see the possible reasons listed in .
Note All the nodes in the cluster may not be running all the protocols. For example, JTAPI may not be running on
all the nodes. As a result, the credential validation test may fail for some of your nodes. After fixing the credentials
issue, test the device credentials again and run the discovery for that device. After the devices are discovered,
you can verify if the access information is updated in the Cisco Prime Collaboration database in the current
Inventory table. To know more about the inventory table, see the View Inventory Details section in the Cisco
Prime Collaboration Assurance Guide Advanced .

Credential Verification Error Messages

The credential verification error messages are tabulated below.

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Table 9: Credential Verification Error Messages

Error Message Conditions Possible Solutions

SNMPv2

SNMP Request: Received no Failed for one of the following

response from IP Address. reasons: • Verify the device connectivity.
• Update the credential profile
• Device response time is slow.
with the correct community
• Device is unreachable. strings.
• Incorrect community string
entered in the credential profile.

SNMP timeout. Either the device response time is slow

or the device is unreachable. • Verify the device connectivity.
• Increase the SNMP Timeout
and Retries values in the
credential profile.

Failed to fetch table due to: Either the device response time is slow Increase the SNMP Timeout and
Request timed out. or the device is unreachable. Retries values in the credential
profile.

SNMPv3

The configured SNMPv3 Device does not support the configured Change the SNMPv3 security level
security level is not SNMPv3 security level. to the supported security level in the
supported on the device. credential profile.

The SNMPv3 response was Either the device response time is slow Verify the device connectivity.
not received within the or the device is unreachable.
stipulated time.

SNMPv3 Engine ID is Incorrect engine ID entered in the Enter the correct SNMPv3 engine ID
wrong. credential profile. in the credential profile.

SNMPv3 message digest is Failed for one of the following

wrong. reasons: • Verify that the correct SNMPv3
authentication algorithm and
• Either the SNMPv3 device password are set in the
authentication algorithm or the credential profile.
device password is incorrect.
• Check for network errors.
• Network errors.

SNMPv3 message decryption Cannot decrypt the SNMPv3 message. Verify that the correct SNMPv3
error. authentication algorithm is entered in
the credential profile.

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Error Message Conditions Possible Solutions

Unknown SNMPv3 Context. The configured SNMPv3 context in Verify that the configured SNMPv3
the credential profile does not exist on context is correct in the credential
the device. profile.

Unknown SNMPv3 security Either the SNMPv3 username is Verify that the correct SNMPv3
name. incorrect in the credential profile or username is set in the credential
the SNMPv3 username is not profile and on the device.
configured on the device.

CLI

Login authentication failed. Incorrect credentials entered in the Verify and reenter the device CLI
credential profile. credentials in the credential profile.

Connection refused. Either SSH or Telnet service may not

1 Verify the device connectivity for
be running on the device.
the supported CLI (port).
2 Verify whether the SSH or Telnet
service is running on the device.

HTTP

Server returned HTTP Either the HTTP service is not running

response code: 401 for URL. or the URL is invalid. • Verify whether the HTTP or
HTTPS service is running on
the device.
• Verify whether the URL is valid
on the server.

Connection refused. The HTTP or HTTPS service is not Verify whether the HTTP or HTTPS
running. service is running on the device.

HTTP check failed. Incorrect HTTP credentials entered in Verify and reenter the device HTTP
the credential profile. credentials in the credential profile.

JTAPI

Failed to access JTAPI. Incorrect JTAPI credentials entered in Verify and reenter the device JTAPI
the credential profile. credentials in the credential profile.
Note Password must not contain
a semicolon (;) or equals
symbol (=).
MSI

Failed to access MSI. Incorrect MSI credentials entered in Verify and reenter the device MSI
the credential profile. credentials in the credential profile.

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 Delete a Device Credential Profile

Delete a Device Credential Profile

You can delete only unused credential profiles. We recommend that you do not delete the credential profile
of a device that is being managed in the Cisco Prime Collaboration application.
To delete a credential profile:

Step 1 Choose Device Inventory > Inventory Management.

Step 2 In the Inventory Management page, click Manage Credentials. By default, the credentials for a device that appears first
on the list are displayed.
Step 3 Select the profile name and click Delete.

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 CHAPTER 11
Set Up Clusters
Cisco Prime Collaboration manages the following clusters:
• Cisco TelePresence Manager
• Cisco TMS
• Cisco VCS
• Cisco Unified CM
• Cisco TelePresence Exchange - MSP mode only

If you are using more than one Cisco TelePresence Manager (CTS-Manager), or Cisco TelePresence
Management Suite (TMS) in your network, you must configure these applications in a cluster for the Cisco
Prime Collaboration application to manage; that is, Cisco Prime Collaboration cannot manage two standalone
CTS-Manager, or TMS.
Cisco Prime Collaboration monitors only the application servers. It does not monitor the database instances.
Health polling is performed for all the CTS-Manager, or Cisco TMS application servers in the clusters.
For CTS-Manager, or TMS clusters, the session details are imported from the primary CTS-Manager, or
Cisco TMS as defined on the Manage Clusters page.
If you have deployed Cisco Prime Collaboration in MSP mode, you can manage a CTX cluster also. Cisco
Prime Collaboration cannot manage more than one CTX cluster. Health polling is performed for the CTX
admin server in the cluster. For CTX clusters, the session details are imported from the primary admin server.

• Manage Cisco TelePresence Manager or Cisco TMS or Cisco TelePresence Exchange (CTX) clusters,
page 89

Manage Cisco TelePresence Manager or Cisco TMS or Cisco TelePresence

Exchange (CTX) clusters
Before discovering Cisco TelePresence Manager, Cisco TMS , or Cisco TelePresence Exchange (CTX)
clusters, you must enter the cluster details in the Manage Cluster page. During the discovery of Cisco
TelePresence Manager or Cisco TMS, Cisco Prime Collaboration uses the cluster details, along with the device
credentials (Device Inventory > Inventory Management > Manage Credentials) and discovers the
management applications.

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 Manage Cisco TelePresence Manager or Cisco TMS or Cisco TelePresence Exchange (CTX) clusters

Note For adding CTX clusters, ensure that you create a new user with API role in the primary CTX admin
server. For information on this procedure, see the Setting up Devices for Prime Collaboration Assurance
wiki.
To manage Cisco TelePresence Manager, Cisco TMS or Cisco TelePresence Exchange (CTX) clusters :

Step 1 Choose Device Inventory > Inventory Management.

Step 2 From the Inventory Management page, click Manage CTS-MAN/TMS Cluster.
If you have deployed Cisco Prime Collaboration in MSP mode, click Manage CTS-MAN/TMS Cluster.
Step 3 In the Manage Clusters window, enter the cluster name and choose an item from the cluster type drop-down list.
Step 4 For a CTS-MAN cluster: Enter the IP addresses of the primary, secondary, hot standby, and the load-balancer servers.
(The Primary Server IP address and hot standby or secondary are mandatory; only load-balancer server is optional.)
For a TMS cluster: Enter the IP address of the primary active server, and the secondary active or passive server.
For a CTX cluster: Enter the IP address of the primary and secondary admin server.
Step 5 A new cluster is added when you click Add.
Perform logical discovery to discover these clusters. For information on logical discovery, see Discovery Methods.
When you are discovering clusters for the first time in your network, you can enter primary, secondary, hot standby and
load-balancer server details for CTS-MAN and TMS clusters. Later, to update inventory or rediscover, you can provide
only the primary server details of CTS-MAN and TMS clusters.
CTX clusters (for MSP deployment mode only): You must enter both the primary and secondary admin server IP
addresses.

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 CHAPTER 12
Discover Devices
• Discover Devices, page 91

Discover Devices
You must perform discovery to manage devices in Cisco Prime Collaboration Assurance database. After
adding the required device credentials, you can discover and manage all the supported devices in Cisco Prime
Collaboration Assurance.

Discovery Life Cycle

Discovery involves three phases:
• Access-level discovery—Cisco Prime Collaboration does the following:
1 Checks whether the device can be pinged using ICMP. If ICMP is not enabled on the device, the
device is moved to the Unreachable state. See Rediscover Devices for information on how to disable
ICMP verification.
2 Gets all the defined credential profiles, based on the IP address. See Manage Device Credentials,
on page 79 to understand how to define the credential profiles.
3 Checks whether the SNMP credentials match.
4 Identifies the device types.
5 Verifies all other mandatory device credentials, based on the device type. If the mandatory credentials
are not defined, discovery fails. See Manage Device Credentials, on page 79 for information on
required device credentials.

• Inventory discovery—Cisco Prime Collaboration polls MIB-II and other device MIBs to collect
information on the device inventory, neighboring switches, and default gateway. It also verifies whether
the polled device is supported in Cisco Prime Collaboration.
• Path trace discovery—Cisco Prime Collaboration verifies whether CDP is enabled on the device and
discovers the topology, based on CDP. The links between the devices are computed using CDP and they
are persisted in the Cisco Prime Collaboration database.

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Cisco Prime Collaboration discovers both Layer 2 and Layer 3 paths. The Layer 3 path is discovered
when a troubleshooting workflow is triggered either manually or automatically. The default hop count
is 2 and is not configurable.

A device state indicates that Cisco Prime Collaboration is able to access the device and collect the inventory.
The device state is updated only after performing either a discovery or an update inventory task.
The following diagram shows the device discovery lifecycle.

Figure 2: Device Discovery Lifecycle

Cisco Prime Collaboration displays the following device states:

Table 10: Discovery States

Discovery States Description

Unknown This is the preliminary state, when the device is first added. This is a
transient state.

Unreachable Cisco Prime Collaboration is unable to ping the device using ICMP. If
ICMP is not enabled on the device, the device is moved to the Unreachable
state.

Unsupported Cisco Prime Collaboration compares the device with the device catalog.
If the device does not match with the devices in the device catalog or the
SysObjectID is not known, the device is moved to this state.
For a list of devices supported by Cisco Prime Collaboration 11.0, see
Supported Devices for Prime Collaboration Assurance.
For a list of devices supported by Cisco Prime Collaboration 11.1, see
Supported Devices for Prime Collaboration Assurance.

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Discovery States Description

Accessible Cisco Prime Collaboration is able to access the device through all
mandated credentials. This is part of the access-level discovery, which is
an intermediate (transient) state during the device discovery.

Inaccessible Cisco Prime Collaboration is not able to access the device through any
of the mandated credentials (see Add a Device Credentials Profile ). You
must check the credentials and discover the devices.

Deleted The device is hidden from the Inventory Management. However, the
device is in the Cisco Prime Collaboration database and can be discovered.

Inventory Collected Cisco Prime Collaboration is able to collect the required data using the
mandated data collectors. This is part of the inventory discovery, which
is an intermediate (transient) state during device discovery.

Undiscoverable Cisco Prime Collaboration is not able to collect the required data using
the mandated data collectors. The device state can be undiscoverable
when:
• Cisco Prime Collaboration collects the endpoint data from
CTS-Manager. If data is not collected, CTS-Manager is moved to
Undiscovered state. There is no mandated data collection for Cisco
Unified CM, CTS, CTMS, and other network devices.
• Connectivity issues can be caused by SNMP or HTTP/HTTPS
timeout. Also, if you use HTTP/HTTPS to collect data, only one
HTTP/HTTPS user can log in at a time. If Cisco Prime Collaboration
faces any of these problems, the device state is moved to the
Undiscoverable state. You must perform a rediscovery.

Managed Cisco Prime Collaboration has successfully imported the required device
data to the inventory database. All session, endpoints, and inventory data
are available for devices in this state. You can troubleshoot a device only
if it is in this state.
Note Cisco Prime Collaboration supports third-party devices whose
manageability depends on MIB-II support.
If the Cisco Prime Collaboration inventory exceeds your device limit,
you will see a warning message. For information on how many devices
Cisco Prime Collaboration can manage, see the Cisco Prime Collaboration
Assurance and Analytics Install and Upgrade Guide.

Suspended User has suspended monitoring of the device. Session and endpoint data
are not displayed for devices in this state. Periodic polling is also not
performed for devices in this state. You cannot update inventory for these
devices. To do so, you will need to perform Resume Management. See
Suspend and Resume Managed Devices for details on suspended devices.

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Related Topics
Manage Device Credentials, on page 79
Add a Device Credentials Profile, on page 80
Suspend and Resume Managed Devices, on page 152

Discovery Methods
Choose one of the following discovery methods to manage devices in Cisco Prime Collaboration Assurance:

Discovery Discovery Description

Type Method
Auto Logical
discovery Discovery • Discovers management applications, conferencing devices, and call
processors such as CTS-Manager, Cisco TMS, Cisco VCS, and Cisco
Unified CM.
• All endpoints and infrastructure devices registered with CTS-Manager,
Cisco TMS, Cisco Unified CM, and Cisco VCS are discovered
automatically during logical discovery.
◦Logical discovery of CTS-Manager discovers Cisco TMS, Cisco
Unified CM, CTS, Cisco Cius, IP phones, routers, and switches.
◦Logical discovery of CTS-Manager discovers the first-hop router
and switch for Cisco 500, 1000 and 3000 series TelePresence
systems.
◦For Cisco C and Ex series TelePresence systems, Cisco Prime
Collaboration does not discover the first hop router and switch.
◦Logical discovery of Cisco TMS discovers VCS, codec, Cisco MCU,
TPS, Cisco IP Video Phone E20, and Cisco MXP Series.

• Logical discovery of the Cisco Unified CM publisher discovers other

Cisco Unified CMs (subscribers) in the network, Cisco Unity, Cisco MGCP
Voice Gateways, H.323 Voice Gateways, Gatekeepers, CTI applications.
• Cisco Unified CM logical discovery for SIP devices includes the discovery
of Conductor. The SIP configured conductor IP is not SNMP enabled, so
it is not managed in PCA. In such configuration, Conductor with admin
IP must be managed first, before performing the logical discovery of Cisco
Unified CM.
• Endpoints and infrastructure devices that are not registered with any of
the management applications, conferencing devices, or call processors
cannot be discovered using logical discovery. Use ping sweep or direct
discovery to discover these devices.
• Cisco CTX cluster is discovered using logical discovery.
• Unified Contact Center devices are discovered using logical discovery.
• Logical Discovery rediscovers the deleted devices, if they are logically
associated to seed devices or clusters.

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Discovery Discovery Description

Type Method
Auto CDP
discovery • Discovers devices independently of media and protocol used. This protocol
runs on all Cisco-manufactured equipment, including routers, access
servers, bridges, and switches.
• This discovery method queries the CDP Neighbor Table to find
neighboring devices. When CDP is enabled, discovery queries the CDP
cache on each seed device (and its peers) via SNMP. After CDP discovery,
a logical discovery is performed automatically. That is, if a call processor
or a management device is discovered by CDP discovery, then all endpoints
and infrastructure devices registered with it are also discovered.
• CDP must be enabled on the devices to perform CDP discovery.
• There is no limit on the number of seed devices that can be used for CDP
discovery. However, for a large network, it is advised to perform this on
limited chunks of seed devices rather than all at once.

Auto Ping Sweep

discovery • Discovers devices within a range of IP addresses from a specified
combination of IP address and subnet mask.
• This method pings each IP address in the range to check the reachability
of devices. If a device is reachable, you must specify a list of subnets and
network masks to be pinged. After ping sweep discovery, a logical
discovery is performed automatically. That is, if a call processor or a
management device is discovered by ping sweep discovery, then all
endpoints and infrastructure devices registered with it are also discovered.
• If no call processors are deployed, or if no devices are registered to call
processors, use ping sweep discovery. This method discovers all new
infrastructure devices, new network devices, and new locations of devices
in the target network. You must provide a list of subnet and network masks
of the target network. During a scheduled ping sweep discovery, all devices
in the network are identified and matched with their credential profiles.
If a new device is discovered, it is added to the inventory.
• Ping Sweep discovery does not require seed devices. Instead, you must
specify a list of subnets and network masks to be pinged.
• Ping Sweep discovery may take longer than usual to discover devices if
the IP ranges are large.
• You must create an “Any” credential profile for ping sweep and CDP
discovery.
• Ping Sweep does not work for devices with IPv6 addresses.

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Discovery Discovery Description

Type Method
- Add
Devices • Discovers the device directly using the IP address.
• Discovers individual devices in your network.
• If the discovery of a device fails because of incorrect credentials during
a scheduled discovery, then you can discover the failed device alone using
the direct discovery method.
• SIP devices and Presence server cannot be discovered using logical
discovery. You must add these devices manually, or perform direct
discovery.
• To discover the seed or publisher devices without discovering the network
devices or video endpoints registered to them.
• To discover infrastructure devices, which have not been discovered after
a fresh installation.
• For MSP mode - To discover a single device without auto discovery of
network devices.

- Import Use this option to add:

• Devices in bulk.
• A subset of devices, within a subnet, from a larger group.

Note • If you plan to discover endpoints individually using any one of these methods - CDP, Ping Sweep,
Add, or Import, you must ensure that the appropriate Unified CM or Cisco VCS with which the
endpoint is registered is rediscovered. The endpoints must be associated with the call controller.
• For MSP mode - To discover a single device without auto discovery of network devices use either
Add devices or Import option.

Prerequisites and Recommendations

Before performing the discovery, you must review the following and configure the devices as required:

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All devices

• If DNS is configured on a device, ensure that Cisco Prime Collaboration can resolve the DNS
name for that device. Check the DNS Server configuration to make sure it is correct. This is critical
for Cisco Unified CM, Unified Presence Server, Unity Connection devices. Cisco Prime
Collaboration needs to resolve the hostnames for MGCP gateways. This is because, the MGCP
gateway hostnames are not added to the DNS server generally as the gateways and Cisco Unified
CM are capable of operating together without DNS resolution. However, the Cisco Unified CM
does not resolve the hostnames for MGCP gateways, considering it as an FQDN.
• CDP must be enabled on all CTS endpoints, CTMS, and network devices (routers and switches).
For more information, see Configuring Cisco Discovery Protocol on Cisco Routers and Switches
Running Cisco IOS.
• You can discover the devices, such as endpoints, TelePresence server, and so on individually,
except for IP Phones/Software Clients. These endpoints are discovered only with the discovery
of the call processor with which they are registered.
• You must ensure that the device credentials that you have entered are correct. During the discovery
process, based on the device that you want to discover, Cisco Prime Collaboration connects to
the device using CLI, HTTP/HTTPS, or SNMP.
• When you add devices, the HTTP (and HTTPS) port numbers are optional. These settings are
automatically detected.
• If you have both voice and video endpoints deployed in your network, do not discover all clusters
in your network at the same time, as discovery could take a long time.
• Firewall devices are not supported.
• If HTTP is used to retrieve device details, disable the HTTP firewall.
• HSRP-enabled devices are not supported.
• When you add devices that have multiple interfaces and HTTP administrative access, you must
manage the devices in Cisco Prime Collaboration using the same interface on which you have
enabled HTTP administrative access.
• After discovering devices, if the IP address changes for network devices and infrastructure devices
(such as CTS-Manager, CTMS, Cisco Unified CM, Cisco MCU, Cisco VCS, Cisco TS, and so
on), you must rediscover these devices by providing the new IP address or hostname. See
Rediscover Devices, on page 112 for information on rediscovering devices.
• If a managed device is removed from the network, it will continue to be in the Managed state
until the next inventory collection occurs, even though the device is unreachable. If a device is
unreachable, an Unreachable event for this device appears.
• Configuration changes on a device are discovered by Cisco Prime Collaboration only during the
inventory collection process. Therefore, any changes to a device’s configuration will not be shown
by Cisco Prime Collaboration until the next inventory collection after the configuration change.
• To periodically update inventory, and synchronize the inventory with the Cisco Prime Collaboration
database, you must perform inventory update. For more information, see Update and Collect
Inventory Details.

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Cisco Unified CM

• Cisco Prime Collaboration supports Unified Communications Manager cluster discovery. The
Cluster IDs must be unique.
• The Access Control List (ACL) in Unified Communications Manager must contain all endpoints
to be managed. If the Unified Communications Manager SNMP user configuration includes the
ACL, all Unified Communications Manager nodes in the cluster must contain the Cisco Prime
Collaboration server IP address.
• Cisco Prime Collaboration must discover and manage only the Unified Communications Manager
publisher to manage a cluster. Subscribers are not discovered directly; they are discovered through
the publisher. Cisco Prime Collaboration must manage the publisher to monitor a cluster. The
Computer Telephony Integration (CTI) service must be running on all subscribers. You must
ensure that the access control list in Unified Communications Manager contains all endpoints that
need to be managed. If the Unified Communications Manager SNMP user configuration includes
the use of the Access Control List, you must enter the Unified Communications Manager server
IP address on all Unified Communications Manager nodes in the cluster.
• When you autodiscover Unified Communications Manager publisher in Cisco Prime Collaboration
(Inventory > Inventory Management > Auto Discovery), you can choose to autoconfigure
syslog receiver and CDR billing application server in Unified Communications Manager by using
the Auto-Configuration option. You can uncheck the check boxes under Auto-Configuration
option, if you want to configure syslog receiver and CDR billing application server manually. We
recommend you to check whether a slot is available in Unified Communications Manager to
manually add syslog receiver or CDR billing application server entry.

Note You can automatically configure syslog receiver and CDR billing application server
only when Unified Communications Manager is in managed state in Cisco Prime
Collaboration.

• The JTAPI credential is optional for Cisco Unified CM clusters. However, the SNMP and HTTP
credentials are mandatory for Cisco Unified CM publishers and subscribers.
• After discovering Cisco Unified CM, if you have registered any new endpoints, you must rediscover
Unified CM Publisher node to add them to Cisco Prime Collaboration. See Rediscover Devices,
on page 112 for information on rediscovering devices.

Note We recommend that you should not add a subscribe node manually.

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Cisco Unified CM Express and Cisco Unity Express

• For discovery of Cisco Cius and Cisco Unified IP Phone 8900 and 9900 Series, you must enable
the HTTP interface so these devices appear in the inventory table. See the “Enabling and Disabling
Web Page Access” section in the Cisco Unified IP Phone 8961, 9951, and 9971 Administration
Guide for Cisco Unified Communications Manager 7.1 (3) (SIP) for more information.
• To enable Cisco Prime Collaboration to provide the correct phone count for the Cisco Unified
CM Express and Cisco Unity Express (CUE), you must use the following configuration:

ephone 8
mac-address 001A.E2BC.3EFB
type 7945
where type is equal to the phone model type. If you are unsure of your model type, see Cisco.com
for details on all phone model types, or enter type?. For information on how phone counts are
displayed, see the Device Management Summary window in the Inventory Management page.
• If a UC500 Series router is running Cisco Unified CM Express, you must configure "type" under
ephone config for each phone so that the cmeEphoneModel MIB variable of CISCO-CME_MIB
will return the correct phone model. This enables Cisco Prime Collaboration to discover the phones
registered with Cisco Unified CM Express.
• For a Cisco Unity Express that is attached to a Cisco Unified CM Express to display in the Service
Level View, you must use the following configuration:

dial-peer voice 2999 voip <where voip tag 2999 must be different from voicemail>
destination-pattern 2105 <prefix must be the full E.164 of configured voicemail
2105>
session protocol sipv2
session target ipv4:10.10.1.121
dtmf-relay sip-notify
codec g711ulaw
no vad
!
!
telephony-service
voicemail 2105
where the dial-peer VoIP tag, 2999, is not equal to the voice mail number, and the
destination-pattern tag, 2105, is equal to the voice mail number. This will allow Unity Express
to display properly in the Service Level View.

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Cisco VCS and Cisco VCS Expressway

• You can discover Cisco VCS clusters. Cluster names must be unique, and all endpoints that Cisco
Prime Collaboration should manage must be registered in the Cisco VCS. During VCS discovery,
the endpoints registered to it are also discovered. All the VCSs in a cluster need to be in managed
state so that all related features work, for example session monitoring may not work and affect
CDR creation.

Note Even if one VCS in a cluster is not in a managed state, there will be inconsistencies in
data reporting.

• After discovering Cisco VCS, the newly registered endpoints are automatically discovered. Also,
if there any changes in the endpoint IP address, Cisco Prime Collaboration detects the IP address
change automatically.
• If the Cisco VCS Expressway is configured within the DMZ, Cisco Prime Collaboration must be
able to access the Cisco VCS Expressway through SNMP. If it cannot, then this device is moved
to the Inaccessible state. For more information on setting up devices for Cisco Prime Collaboration
Assurance 11.0, see the Setting up Devices for Prime Collaboration Assurance 11.0 wiki page .

CTS-Manager

• If you have installed a licensed version of Cisco Prime Collaboration, it is mandatory to configure
the CTS-Manager Reporting API. If this feature is not configured on the CTS-Manager 1.7, 1.8,
or 1.9, Cisco Prime Collaboration will not manage the CTS-Manager. See Cisco TelePresence
Manager Reporting API Developer's Guide for more information.
• Cisco Prime Collaboration cannot manage two standalone CTS-Manager. If you are using more
than one CTS-Manager, you must configure in a cluster for the Cisco Prime Collaboration
application to manage. Before performing the discovery, enter the Primary Server IP address and
hot standby or secondary server details in Device Inventory > Inventory Management > Manage
CTS-MAN/TMS/CTX Clusters.

CTX Cluster

• Cisco Prime Collaboration supports Cisco TelePresence Exchange (CTX) clusters only in Managed
Service Provider (MSP) mode. Cluster names must be unique. Each CTX cluster must nominate
one server as a primary admin server and another as a secondary server. Cisco Prime Collaboration
must discover and manage the primary and secondary admin server to manage a cluster. The
database servers and call engine servers are automatically discovered.
• API user and SNMP credentials are mandatory for admin nodes. For call engine and database
nodes, only SNMP credentials are required. See the Setting Up Devices for Prime Collaboration
Assurance wiki page for more information.
• Before performing the discovery, enter the IP address of the primary and secondary admin server
details in Device Inventory > Inventory Management > Manage CTS-MAN/TMS Cluster.

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Cisco TelePresence Conductor

Cisco Prime Collaboration supports Cisco TelePresence Conductor XC, version 1.2 to version 3.0.1,
in the standalone model. The cluster model is not supported.
Auto Discovery of Cisco TelePresence Management Suite (TMS) also discovers the Cisco TelePresence
Conductor.
Cisco TelePresence Conductor support is available only in Enterprise mode of Cisco Prime Collaboration
Assurance server.

Media Server
If Cisco Discovery Protocol (CDP) is not enabled on a media server (it is either disabled or not
responding), Cisco Prime Collaboration does not discover the device correctly and the device is moved
to the Unsupported state.

Mobile and Remote Access (MRA) Clients

The Mobile Remote Access (MRA) clients (such as Cisco Jabber, Cisco TelePresence MX Series, Cisco
TelePresence System EX Series, and Cisco TelePresence System SX Series) are discovered as part of
the Cisco Unified Communications Manager discovery only .
For MRA to be discovered correctly, the Cisco VCS with Cisco Expressway Core capability must be
in Managed state in Cisco Prime Collaboration. If the Cisco VCS with Cisco Expressway Core capability
is not in Managed state, and Cisco Unified Communications Manager is discovered directly, then the
MRA clients appear with duplicate IP address (same as that of the Cisco VCS with Cisco Expressway
Core capability) in Inventory Management.

Cisco Unified Contact Center Enterprise (Unified CCE) and Packaged Contact Center Enterprise
(PCCE)

• Cisco Prime Collaboration supports Unified CCE and PCCE device discovery by using Simple
Network Management Protocol (SNMP) feature. See the Setting Up Devices for Cisco Prime
Collaboration Assurance 11.0 wiki page for Cisco Prime Collaboration Assurance 11.0
• You must install Microsoft Windows SNMP components on Unified ICM/CCE servers for any
SNMP agent to function. The Microsoft Windows SNMP service is disabled as part of web setup
and is replaced by the Cisco Contact Center SNMP Management service to process SNMP requests.
• You can configure Cisco SNMP Agent Management settings using a Windows Management
Console Snap-in.
• Cisco Prime Collaboration displays authentication errors and incorrect device information if you
enter special characters in the System Description field under SNMP Agent Management Snap-in
window. The description cannot include hyphen (-), double quotes ("), asterisk (*), octothorpe
(#), dollar ($), underscore (_), percentage sign (%), double quotes ("), percentage sign (%),
ampersand (&), backslash (\), angle brackets (<>), or square brackets ([ ]).

Cisco Unified Contact Center Express (Unified CCX)

You must configure SNMP. For more information, see the Setting Up Devices for Cisco Prime
Collaboration Assurance 11.0 wiki page for Cisco Prime Collaboration Assurance 11.0

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Cisco SocialMiner
You must configure SNMP. For more information, see the Setting Up Devices for Cisco Prime
Collaboration Assurance 11.0 wiki page for Cisco Prime Collaboration Assurance 11.0

Cisco Finesse
You must configure SNMP. See the Setting Up Devices for Cisco Prime Collaboration Assurance 11.0
wiki page for Cisco Prime Collaboration Assurance 11.0,

Cisco Integrated Management Controller (CIMC)

• Cisco Prime Collaboration generates traps for alarms and events of CIMC device and sends
notifications to the trap receiver. The traps are converted into SNMPv1c notifications and are
formatted according to the CISCO-UNIFIED-COMPUTING-MIB.
• The system cannot auto-discover a CIMC device. You must manually add the device by using
the Add Device button under Device Inventory > Inventory Management.
• You must configure the SNMP. For more information on setting up devices for Cisco Prime
Collaboration Assurance 11.0, see the Setting Up Devices for Cisco Prime Collaboration Assurance
11.0 wiki page and for Cisco Prime Collaboration Assurance 11.5, see Configure Devices for
Prime Collaboration Assurance 11.5.
• The CIMC device will be in managed state only when you enter the correct IP address and SNMP
credentials.

Automatic Discovery of Devices

You can discover seed or publisher devices with endpoints and subscriber devices registered to them.

Note • A discovery job, once started, cannot be stopped or cancelled.

• You cannot run both Ping Sweep and CDP discovery simultaneously in your network.

To discover clusters using logical discovery, you must discover the publisher of the cluster, which will
automatically discover its subscribers and all the endpoints and infrastructure devices registered with both
publisher and subscribers.
If the IP address of a DHCP-enabled endpoint registered with Cisco Unified CM, Cisco Prime Collaboration
may not be able to automatically discover this endpoint. This is applicable to all Cisco TelePresence systems
registered with Cisco Unified CM.
Auto Discovery only works in a non-NAT environment. In a NAT environment, to have the seed device and
endpoint or subscriber association, perform a rediscovery of the seed device and select the Enable Logical
Discovery button.
To discover Unified Contact Center devices, you must enter the CVP - OAMP server as the seed device for
the task.
To auto discover devices:

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Before You Begin

You must review the following sections before performing auto discovery:
• Managing Device Credentials: The required credentials must be entered before performing discovery.
• Discovery Methods: Based on your deployment, select the appropriate discovery methods.
• Prerequisites and Recommendation: Configure the required settings on the devices and review the
recommendations.
• Setting up Clusters: If you are managing multiple CTS-Manager, or Cisco TMS and CTX clusters, you
need to enter specific application details.

Step 1 Choose Device Inventory > Inventory Management.

Step 2 In the Inventory Management page, click Auto Discovery.
Step 3 Enter the job name, and check the Check Device Accessibility check box.
Step 4 Select a discovery method. For information on the best discovery option to use, see Prerequisites and Recommendations.
Step 5 Enter the IP address or hostname of the device. For various discovery protocols, enter the following:

Example:
• For Logical Discovery, Cisco Discovery Protocol and Direct Discovery, you can enter multiple IP addresses or
hostnames using one of the supported delimiters: comma, colon, pipe, or blank space.
• For Ping Sweep specify a comma-separated list of IP address ranges using the /netmask specification. For example,
use 172.20.57.1/24 to specify a ping sweep range starting from 172.20.57.1 and ending at 172.20.57.255.

If you have deployed Cisco Prime Collaboration in MSP mode, you can select the customer for which you want to
discover the device. In a non-Nat environment, the Public IP (managed IP) is populated with the discovered IP Address,
and the Private IP is populated as Public IP (managed IP) by default. If you have deployed Cisco Prime Collaboration
in Enterprise mode, you can select the assurance domain for which you want to discover the device. All the endpoints
discovered through auto discovery are associated with the same assurance domain selected for the seed device.
Step 6 (Optional) Enter the Filter and Advanced Filter details (available only for logical, CDP and ping sweep discovery
methods). You can use a wildcard to enter the IP address and DNS information that you may want to include or exclude.
See Discovery Filters and Scheduling Options for field descriptions.
Step 7 Schedule a periodic discovery job (see Discovery Filters and Scheduling Options for field descriptions) or run the
discovery job immediately by following Automatic Discovery of Devices.
Step 8 Click Run Now to immediately run the discovery job, or click Schedule to schedule a periodic discovery job to run at
a later time. If you have scheduled a discovery, a notification appears after the job is created. You can click Job Progress
to view the job status on the job management page. Or, if you have run the discovery immediately, click Job Progress
in the message confirmation window to verify discovery status. See Verify Discovery Status for more information.

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Discovery Filters and Scheduling Options

Discovery Filters
The following table describes the filters that are available when you run discovery.

Table 11: Discovery Filters

Filter Description
IP Address Comma-separated IP addresses or IP address ranges for included or excluded
devices. For the octet range 1-255, use an asterisk (*) wildcard, or constrain using
[xxx-yyy] notation; for example:
• To include all devices in the 172.20.57/24 subnet, enter an include filter of
172.20.57.*.
• To exclude devices in the IP address range of 172.20.57.224 to
172.20.57.255, enter an exclude filter of 172.20.57.[224-255].

You can use both wildcard types in the same range; for example, 172.20.[55-57].*.
If both include and exclude filters are specified, the exclude filter is applied before
the include filter. After a filter is applied to an auto-discovered device, no other
filter criterion is applied to the device. If a device has multiple IP addresses, the
device is processed for auto-discovery as long as it has one IP address that satisfies
the include filter.

Advanced Filters

DNS Domain Comma-separated DNS domain names for included or excluded devices.
An asterisk (*) wildcard matches, up to an arbitrary length, any combination of
alphanumeric characters, hyphen (-), and underscore (_).
A question mark (?) wildcard matches a single alphanumeric character, hyphen
(-), or underscore (_).
For example,*.cisco.com matches any DNS name ending with .cisco.com. and
*.?abc.com matches any DNS name ending with .aabc.com, .babc.com, and so
on.

Sys Location Available only for CDP and ping sweep discovery methods) Comma-separated
strings that match the string value stored in the sysLocation OID in MIB-II, for
included or excluded devices.
An asterisk (*) wildcard matches, up to an arbitrary length, any combination of
alphanumeric characters, hyphen (-), underscore (_), and white space (spaces and
tabs). For example, a SysLocation filter of San * matches all SysLocation strings
starting with San Francisco, San Jose, and so on.
A question mark (?) wildcard matches a single alphanumeric character, hyphen
(-), underscore (_), or white space (space or tab).

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Schedule Options
The following table describes the scheduling options that are available

Table 12: Schedule Options

Field Descriptions
Start Time Click Start Time to enter the start date and time in the yyyy/MM/dd and hh:mm AM/PM
formats, respectively.
Click the date picker if you want to select the start date and time from the calendar. The
time displayed is the client browser time. The scheduled periodic job runs at this specified
time.

Recurrence Click None, Hourly, Daily, Weekly, or Monthly to specify the job period.

Settings Specify the details of the job period.

End Time If you do not want to specify an end date/time, click No End Date/Time. Click Every
number of Times to set the number of times you want the job to end in the specified period.
Enter the end date and time in the yyyy/MM/dd and hh:mm AM/PM formats, respectively.

Manual Discovery of Devices

You can add single or multiple devices to Cisco Prime Collaboration manually by using the Add Device
option in the Inventory Management page.
To add a new device and perform discovery:

Before You Begin

You must review the following sections before adding devices:
• Managing Device Credentials: The required credentials must be entered before performing discovery.
• Discovery Methods: Based on your deployment, select the appropriate discovery methods.
• Prerequisites and Recommendation: Configure the required settings on the devices and review the
recommendations.

Step 1 Choose Device Inventory > Inventory Management.

Step 2 In the Inventory Management page, click Add Device.
Step 3 In the Add Device window, enter the necessary information. For information regarding different credentials, see the
Credential Profiles Field Descriptions.
Based on your deployment, you can select either the Customer or Assurance Domain for which you want to add the
devices in the Device Information pane:
• NAT - If the devices you want to discover are in a NAT environment, select this check box.
• Customer - You can select the customer for which you want to discover the devices.

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• IP Address - Enter the Public IP address or the Managed IP. You can enter an IPv4 or IPv6 address.
• Private IP Address - Enter the Private IP address. You can enter an IPv4 or IPv6 address.
• Private Host Name - Enter the private host name.
Note If you have deployed Cisco Prime Collaboration in MSP mode, you must provide FQDN in the Private
Host Name field, while configuring endpoints registered with Unified CM or ELM .

Note You need to add devices for each customer in separate instances. You can add up to five devices for a customer
in a single instance. To add more devices, click the Add Device button. Ensure that you delete blank rows.
Step 4 Click Discover. You can see the status of the discovery job in the Job Management page. The device appears in the
inventory table after discovery. See Verify Discovery Status for more information.
You can also look at the Assurance Inventory Summary to know the number of discovered devices and the number of
devices for which discovery is in progress.

Import Devices
You can import devices into Cisco Prime Collaboration, by importing a file with the device list and credentials.
If you have deployed Cisco Prime Collaboration in MSP mode, only the devices of the customers you have
selected in the global customer selection field are imported.
You need to add the following for each devices to import it:
• Hostname
• IP address
• Protocol credentials

Note You can add plain text credentials or encrypted credentials, but not both in the same
file.

• If the devices are in a NAT environment, ensure that you add the Customer name, Private IP and Public
IP address, and Private host name of the devices.
• If you have deployed Cisco Prime Collaboration in MSP mode, you must provide Host Name as FQDN,
while configuring endpoints registered with Unified CM or ELM .
• All endpoints or subscribers registered to a publisher inherit the customer name from the publisher.

Note Ensure that you modify only the device details. Modification of any other line corrupts this file and causes
the import task to fail.

To import a device from a file:

Before You Begin

You must review the following sections before importing devices:

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• Manage Device Credentials: The required credentials to manage devices.

• Discovery Methods: Based on your deployment, select the appropriate discovery methods.
• Prerequisites and Recommendation: Configure the required settings on the devices and review the
recommendations.
• Export Device Lists and Credentials: The import file format is same as export.

Step 1 Choose Device Inventory > Inventory Management.

Step 2 Click Import.
Step 3 In the Import dialog box, browse to the file with the list of devices and credentials that you want to import. (Only CSV
or XML file format is supported.) If you are importing a file with encrypted credentials, select the File contains Encrypted
Credentials check box.
Step 4 Click Import.
Note When you perform an import-based discovery for a seed or publisher device, registration and association details
of the registered endpoints such as cluster names are not populated completely. In such a case, perform rediscovery
of the seed device to get the complete registration and association details.
Credential Profiles are not created for the imported list of devices and credentials. After import, device discovery is
triggered automatically using the credentials available in the import file. You can check the status of the import-based
discovery job in the Job Management page. See Verify Discovery Status for more information. If any of the imported
device credentials are incorrect, then the device may not be in Managed state.
After discovery, the imported devices appear in the inventory. Other device details, physical information, access information
are displayed in the respective panes below the inventory table. You can also look at the Assurance Inventory Summary
to know the number of discovered devices and the number of devices for which discovery is in progress.

Export Device Lists and Credentials

You can export device lists, and device credentials to a file. You could use this file to modify the device list
and credentials and import it later. This feature is only available to users with network administrator, super
administrator, and system administrator roles.
To export device list and credentials:

Step 1 Choose Device Inventory > Inventory Management > Export.

Step 2 Select Device list and Credentials, and enter a name for the output file. (Only CSV and XML file format is supported.)
Step 3 Click Export. This file contains encrypted credentials only.
Step 4 In the dialog box that appears, do one of the following:
• Click Open to review the information.
• Click Save to save the CSV or XML file on your local system.
Note If the devices are in a NAT environment, then the customer name, Private IP and Public IP addresses, and
Private host name is also updated.

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Troubleshooting

Step 1 Issue: Devices are not getting discovered while trying to import the device credential from one server to other.
Recommendation: You can import the exported device credentials file on the same server only.

Step 2 Issue: Devices are not getting discovered while trying to use the exported credential from the previous release to import
in current release.
Recommendation: You can import the exported device credentials file on the same server only.

Discovery of Cisco Unified Computing System (UCS)

Prerequisites
• VMware vCenter Server (vCenter), VMware ESX Server (ESX), and Cisco UCS Manager (UCS Manager)
devices must be supported in a non-NAT deployment.
• The Virtual Machines (VMs) must be powered on during discovery.
• VMware Tools must be installed on the VMs before performing the discovery. This ensures the tools
are discovered during the VMware ESX server discovery.
• Check the Event and Alarm correlation rules with UCS blades by configuring vCenter as follows:
1 Configure SNMP on vCenter: Log in to vCenter by using vSphere and navigate to Administration
> vCenter Server Settings . Select SNMP menu on the left of the page to configure the SNMP
settings.
2 Configure the triggers and alarms on vCenter:
1 Select a virtual machine and navigate to Alarms > Definition. Click the vCenter name and select
the alarm to configure the settings.
2 Navigate to Triggers tab and select the trigger as described in the section “Triggers for Alarms
of VMware vCenter Server” in the following link: Setting up Devices for Prime Collaboration
Assurance. Select the state as “Alert” and click OK. Click Actions and then select Repeat for all
the following cases: “Normal->Warning”, “Warning->Error”, “Error->Warning”, and
“Warning->Normal”. Click OK.

• Enable and configure SNMP on Cisco UCS Manager to create the relationship between the SNMP
manager and the SNMP agent:
In Cisco UCS Manager, navigate to the Admin tab and expand it to select the Communication Services
tab. Configure the fields in the SNMP window and save the changes. For more information about the
fields and their configuration options, see Cisco UCS Manager GUI Configuration Guide .

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• Ensure that the vCenter, ESX, and UCS Manager devices are added to Cisco Prime Collaboration
Assurance:
1 Login to Cisco Unified Communications Domain Manager, navigate to Customer Hierarchy, and
select Prime Collaboration Assurance from the drop-down list. Click Save.
2 Login to Cisco Prime Collaboration Assurance server and navigate to Device Inventory > Inventory
Management.
3 Click the Manage Credentials button to create credential profiles for the following:
• VMware ESX Server (ESX):
• The HTTP credentials for the VMware ESX Server credential profile must be same as
the VMware ESX Server device login credentials.
• Configure SNMP credentials on the VMware ESX Server. See the Setting Up Devices
for Cisco Prime Collaboration Assurance 11.0 wiki page for Cisco Prime Collaboration
Assurance 11.0

• Cisco UCS Manager (UCS Manager):

• In a clustered scenario, the HTTP credentials for the Cisco UCS Manager credential
profile must be the same as the primary Fabric Interconnect device login credentials.
• In a standalone scenario, the HTTP credentials for the Cisco UCS Manager credential
profile must be the same as the Fabric Interconnect device login credentials.

• VMware vCenter Server (vCenter): The HTTP credentials for the vCenter credential profile
must be same as the vCenter device admin login credentials.

Note The Virtual Machines are supported both in a NAT and non-NAT deployment.

• Perform logical discovery of the following:

1 ESX Logical Discovery - Use the ESX Server IP address as the seed device to discover all the VMs
running on it.
2 UCS Manager Logical Discovery - In a clustered scenario, use the virtual IP address of the Cisco
UCS Manager as the seed IP address for logical discovery. This discovers the UCS Chassis managed
by the UCS Manager, and also associates the managed ESX Server to the right UCS Chassis. In a
standalone scenario, use the IP address of Fabric Interconnect device as the seed IP address for
Logical Discovery.
3 vCenter Logical Discovery - Use the vCenter IP address as the seed device to discover the vCenter
and the ESX servers managed in the vCenter server.

To discover the Cisco UCS and associated Virtual Machine(s) in a non-NAT deployment, perform the following
tasks:
• Choose Device Inventory > Inventory Management > Auto Discovery, and then select Logical
Discovery in the Discovery Methods drop-down list. Perform Logical Discovery with the vCenter IP
address as the seed device. This discovers the vCenter and the ESX servers managed in vCenter, and

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the associated Virtual Machines or Cisco Unified Communications (UC) applications of the ESX servers.
The model of the ESX server shows whether the device is C Series or B Series.
• (Optional) Discover the ESX host separately which is not configured in vCenter. You can use the Add
Device (Device Inventory > Inventory Management > Add Device) or Import (Device Inventory >
Inventory Management > Import) feature, however you need to perform Logical Discovery to get the
association between ESX and VM /UC applications.
• (Optional) If you have a UCS Manager in your deployment, perform logical discovery as follows:
◦In a clustered scenario, use the virtual IP address of the Cisco UCS Manager as the seed IP address.
◦In a standalone scenario, use the IP address of Fabric Interconnect device as the seed IP address.

This discovers the UCS chassis. It also associates the managed ESX Server to UCS Chassis. You must
discover the blades separately as the Logical discovery of the UCS Manager does not discover the blades.
Perform logical discovery of UCS manager to build the Chassis and Blade association, after discovering
the ESX host.

Note A combination of the UCS Manager name and UCS Chassis name is displayed instead of the IP address
in Inventory Management for the UCS Chassis. This is because the UCS chassis does not have an IP
address.
To discover Cisco UCS in a NAT deployment, you must use the Add Device or Import feature to discover
the vCenter, ESX or UCS Manager individually. Ensure that you use the Rediscover feature, and select the
Enable Logical Discovery check box to get the association between ESX and VM/UC applications.
After successful discovery you can see groups related to Cisco UCS populated with the devices or applications
in the Device Group Selector pane under the Infrastructure group.
For UCS-B Series Blade Server group you can see a list of all the managed Cisco UCS Chassis and the
managed blades under each chassis. When you click on a chassis listing, you can view all the details of the
managed blades of that particular chassis in the right pane and the IP address of the managed blades in the
device selector under the chassis. When you click on a managed blade IP address, you can view the list of
managed Virtual Machines Cisco Unified Communications (UC) applications associated with the blade on
the right pane.
For the UCS-C Series Rack Server group you can see a list of all the managed ESX Servers as a node. When
you click the IP address of the ESX Server, you can view all managed Virtual Machines or Cisco Unified
Communications (UC) applications running on the ESX server in the right pane.

Unified CM Cluster Data Discovery

After the Unified CM publisher is managed in Cisco Prime Collaboration, you must collect the additional
inventory data by performing the Cluster Data Discovery. This discovery helps you to collect:
• Cluster configuration data including Redundancy group, Devicepool, Location, Region, RouteList,
RouteGroup, RoutePattern, Partition, and so on. This also includes the entities provisioned in the cluster
such as phones, voice mail endpoints, media resources, gateways, and trunks.
• Registration information about all the entities which register with the Unified CM cluster. This includes
Device IP, Registration status, the Unified CM server to which the entity is registered currently, the
latest registration or unregistration time stamp, and the status reason.

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Registration information can be configured using a configuration file. This information is collected from
all the subscriber nodes in the clusters to which the entities such as phones or gateways register.

Cisco Prime Collaboration collects cluster configuration from the Cisco Unified CM once a day as well as at
startup. This periodic discovery data collection is done by default at midnight daily; the default schedule can
be changed.

Note • Only endpoints registered to Unified CM are discovered. The endpoints registered to Cisco VCS
are discovered separately.
• SIP devices are not discovered.

Schedule Cluster Data Discovery

Before You Begin

The following conditions must be met before you perform Unified CM cluster discovery:
• Data is collected from Publisher or First node through AXL. Therefore, the publisher should be in fully
in monitored state with proper HTTP credentials entered and the AXL Web Service should be running
in the publisher.
• Cisco RIS Data Collector running in 7.x versions of Unified CM.
• Cisco SOAP - CDRonDemand Service running in other versions of Unified CM.
• If the Unified CM publisher is configured using name in the Unified CM section or System Server
section of Unified CM Administration, then this name must be resolvable through DNS from the Cisco
Prime Collaboration server. Otherwise, an entry must be configured for this name in the host files for
the data collection to proceed further.
• For Cisco Prime Collaboration to be able to receive syslogs and process configurations required in the
Unified CM, you must perform the steps in the Syslog Receivers section. Any changes in the registration
information are updated through processing the relevant syslogs from Cisco Unified CM.
Syslog processing can detect the following changes of the entities registered to the Cisco Unified CM
cluster:
◦Any registration changes on entities such as phone, voice mail endpoint, gateways, and so on.
◦Any new phones provisioned in the cluster are detected and updated to the inventory.

Step 1 Choose Device Inventory > Inventory Schedule > Cluster Data Discovery Schedule.
Step 2 Click Apply to set the discovery schedule for a future discovery, or Run Now to run the cluster discovery immediately.
If any of the following changes occur on the cluster configuration before the scheduled periodic data collection and you
want these changes to appear in Cisco Prime Collaboration immediately, you must use the Run Now option to collect
the following types of data:

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• New device pools, location, region, redundancy group, Route List, Route Group, Route pattern or Partition added,
deleted or modified in the cluster.
• Changes in membership of any endpoint to the device pool or association of any endpoint to the redundancy group.
• New subscriber added to or deleted from the Unified CM cluster.
• Changes in membership of any subscriber to the redundancy group.
• Changes in membership of any gateway to route group or route group to route List.

If changes are limited to a specific cluster, you can rediscover the publisher of the cluster by using Device Inventory >
Inventory Management > Rediscover.
For a new Unified CM cluster, discovery or rediscovery is followed by phone discovery for that cluster. In case there is
any other phone synch up operation (such as cluster phone discovery, or XML discovery) in progress then the cluster-based
phone discovery will wait for it to complete. Thus a phone status change reflection in Cisco Prime Collaboration Assurance
takes more time than expected in case there is any other phone sync up operation in progress.

Related Topics
Setting Up Devices for Cisco Prime Collaboration Assurance

Rediscover Devices
You can rediscover devices that have already been discovered. The credentials previously entered are already
available in the Cisco Prime Collaboration database, and the system is updated with the changes. Devices in
any state can be rediscovered.
Perform rediscovery when:
• A deleted device must be rediscovered.
• There are changes in the first hop router configuration, and for software image updates.
• There are changes to the credentials; location; time zone; and device configurations such as IP address
or hostname, SIP URI, H.323 gatekeeper address, and so on.
• After performing a backup and restoring Cisco Prime Collaboration.

Use the Rediscover button in the Current Inventory pane to rediscover devices listed in the Current Inventory
table. You can perform rediscovery on a single device as well as on multiple devices.
When you perform rediscovery of a device (router, switch, or voice gateway) that has become unreachable
with its earlier managed IP address in Inventory Management, the device is rediscovered with the IP Address
of any of its interfaces. You can change this behavior, by setting the value of
com.cisco.nm.emms.discovery.ip.swap property to false in the emsam.properties file. In this case, the device
(router, switch, or voice gateway) does not get rediscovered with the IP Address of the interfaces. Now,
rediscover (Device Inventory > Inventory Management) the device with the earlier managed IP Address.

Note Accessibility information is not checked during rediscovery.

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The workflow for rediscovery is the same as for discovery. See Discovery Life Cycle for details.

Rediscover Deleted Devices

To rediscover deleted devices:

Step 1 Choose Device Inventory > Inventory Management.

Step 2 From the Inventory Management page, choose the Deleted quick filter to get a list of devices that are in the Deleted state
in the Current Inventory table.
Step 3 Select the devices you want to rediscover. Click Rediscover.
If you want to perform logical discovery (discovery of all registered devices) select the Enable Logical Discovery check
box, else deselect it.
Step 4 In the confirmation message box that appears, click OK.
Step 5 From the Inventory Management page, click the Discovery Jobs button to check the progress and the status of the job
in the Job Management page. For more information, see Verify Discovery Status.
Note Deleted endpoints are not discovered as part of Unified CM, Cisco VCSCTS-MAN seed device discovery.

Verify Discovery Status

The status of all discovery jobs is displayed in the Job Management page. After running discovery, a dialog
box appears with the Job Progress Details link to enable you to verify the discovery status. The time taken to
complete a discovery job depends on your network. After the discovery is complete, the details appear in the
Current Inventory table.
To verify discovery status:

Step 1 Choose Device Inventory > Inventory Management > Discovery Jobs.
Step 2 From the Job Management page, select the discovery job for which you want to view the details.
The status of discovery, and all the devices discovered during discovery appear in the pane below the Job Management
table.

Step 3 Check the Job Management table for discovery status. or the Job details pane for details about discovered devices.
Step 4 Depending on your results, do one or more of the following:
• For any devices that were not discovered because of incorrect credentials, verify the credentials for those devices
(see Verify Discovery Status, on page 113), and run the discovery again.
• For CTS-Manager discovery failure with the error UNDISCOVERABLE Exception:: null, perform the discovery
again. (This issue occurs if multiple users are accessing CTS-Manager at the same time.)
• To discover the same devices more than once, use the Rediscover option. For more information, see Rediscover
Devices.

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Troubleshooting
1 Issue: Cisco TelePresence Video Communication Server (Cisco VCS) Edge - External interface IP address
is not reachable and causes alarms.
Recommended Action: You must discover the Cisco VCS Core and Cisco VCS Edge before discovering
the Cisco Unified Communications Manager. This ensures that all the IP addresses of Cisco VCS - Edge
external and internal interfaces are known in the Cisco Prime Collaboration Assurance inventory. When
the Cisco Unified Communications Manager publisher is discovered, the interface IP address is matched
with the collected inventory and does not cause unreachable alarms.
2 Issue: Cisco TelePresence Management Suite (TMS) - The associated devices are not discovered.
Recommended Action: Ensure that you have performed Logical Discovery of the Cisco TelePresence
Management Suite (TMS) to discover the associated devices. The Add Device option only discovers the
TMS and does not discover the associated devices.

Note Logical Discovery is not supported in MSP mode.

Rediscover the TMS with selection of the Enable Logical discovery option. Ensure that the credentials
are added for all the associated devices.
3 Issue: DX80/Phones are not discovered successfully.
Recommended Action: DX 80 and other phones are only discovered as part of Phone Sync, CDT, or
Cisco Unified Communications Manager publisher cluster discovery. Other than
Registration/Un-Registration status, any configuration change in phones is updated in the Cisco Prime
Collaboration inventory only after the Cluster Data Discovery.
You should not discover the DX 80 device separately by adding DX IP address.
4 Issue: Unable to find the serial number of phones.
Recommended Action: Device 360° View of the phone shows the serial number. Go to Device Inventory
> Inventory Management, and click the icon on the IP address of the phone to launch its Device 360°
View.
5 Issue: Cisco Unified Communications Manager shows as a non-Cisco Device.
Recommended Action: Enable the Cisco Unified Communications Manager SNMP service on the Cisco
Unified Communications Manager. See the Setting Up Devices for Cisco Prime Collaboration Assurance
11.0 wiki page for Cisco Prime Collaboration Assurance 11.0
6 Issue: Endpoint name is not updated immediately in the Cisco Prime Collaboration Assurance inventory.
Recommended Action: The endpoint name of an endpoint belonging to a cluster is updated only after
performing the Cluster Data Discovery.
7 Issue: Counters are not getting loaded for Cisco SocialMiner devices and custom dashboard displays No
Data Available.
Recommended Action: Check that the following conditions are met:
• Ensure that the Cisco SocialMiner device is up and running and is in Managed state in the Inventory
Management page.
• Verify that the service is running by typing the following URL on a browser:

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http://<ServerIP>:8080/sm-dp/rest/DiagnosticPortal/GetPerformanceInformation

8 Issue: Counters are not getting loaded for Cisco Finesse devices and custom dashboard displays No Data
Available.
Recommended Action: Check that the following conditions are met:
• Ensure that the Cisco Finesse device is up and running and is in Managed state in the Inventory
Management page.
• Verify that the service is running by typing the following URL in a browser:
https://<server>/finesse-dp/rest/DiagnosticPortal/GetPerformanceInformation

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 CHAPTER 13
Manage Device Groups
• About Device Groups, page 117
• Create Groups, page 120
• Add Devices to a Group, page 120
• Remove Devices from a Group, page 121
• Device Group Selector, page 121

About Device Groups

Device groups are created automatically. After device discovery, you can find device groups based on the
device type, irrespective of their states. Only licensed devices which you have deployed in your network
appear in the groups. No empty groups or groups with no devices appear in the Device Group pane.
Grouping devices helps you to display data for a single device, or for a group. You can create customized
groups to monitor information that you are interested in. You can view the grouping structure as a list or tree
view in the Device Group pane. The Device Group pane is available in the Device Inventory, Session
Diagnostics (as a filter), Endpoint Diagnostics, and Alarms and Events pages. You can select devices or
endpoints from the groups you are interested in, to check inventory details, and to monitor sessions, endpoints,
alarms, and events. You can also select devices for polling from the Device Group Selector in the Polling
Parameters page. See Device Group Selector for information.
Cisco Prime Collaboration supports groups in a hierarchical fashion. Each child group is a subgroup of a
parent group, and its group membership will be a subset of its immediate parent group. For an object to belong
to a group, it must satisfy the immediate group rules and the parent group rules.
You can also create groups manually on any page where the group selector (tree view) is available.
Grouping is used to filter:
• Devices on the Inventory Management page
• Reports
• Sessions on the Session Diagnostics page
• Endpoints on the Endpoint Diagnostics page
• Alarms and events on alarm and event browser pages

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• Dashlets on the landing page

Devices in Cisco Prime Collaboration are grouped into:

• System-defined groups—defined by the system based on the device type. System-defined groups are
always dynamic, and cannot be deleted or edited.
Predefined groups—defined by system based on endpoint groups. Predefined groups are always dynamic,
and cannot be deleted or edited. The following predefined groups are available:
◦Audio IP Phones
◦Desktop Video
◦Immersive Telepresence
◦IP Phones
◦Mobile Endpoints
◦Multipurpose Telepresence
◦Personal Communicators
◦Personal Telepresence
◦Soft Clients
◦Telepresence Endpoints
◦Unknown
To know the devices that belong to each group, rest your mouse over the quick view icon of that
group, and then click on Rules.

• User-defined groups—Can be either of the following:

◦Static—Devices are added to these groups without a defined set of rules. After the group is created,
you can manually add devices to it. Devices for which you cannot easily set a rule fall into this
group. Only static user-defined groups are synchronized from Device Group to the Device Selector
pane in the Polling Parameters page. Static groups created within dynamic groups are also not
synchronized.
◦Dynamic—Devices are added to dynamic groups during group access, based on a set of rules or
attributes (for example, device type, device model, hostname, and so on) that you define. You can
use group properties to define the rules, and the group is updated when the group rule is met.

Note The amount of time it takes to create a user-defined dynamic group depends on the
number of members within the group.

For user-defined dynamic and static groups, you can add subgroups, edit groups, delete groups, and duplicate
groups, using the quick view. For dynamic groups, when you create or add a dynamic subgroup, it automatically
inherits the parent group rule.
To launch the quick view, rest your mouse over the device group and click on the quick view icon. The Quick
View details for user-defined groups are as follows.

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Table 13: Quick View Details for User-Defined Groups

Field Description
Name Name of the device.

Description Description of the device.

Type Type of the device.

Group Type Displays the group type: Dynamic or static.

Number of Members Displays the total number of members in the group.

Number of SubGroups Displays the number of subgroups (children) in the group. You can add any
number of subgroups to a group.

Number of Rules Displays the number of rules set for the group.
Note To know the details of the rules, hover the mouse over Number of
Rules and click on the quick view icon.
Add SubGroup
1 Click Add SubGroup.
2 In the Create SubGroup window, enter details for the sub group.
3 Click Save.

You can create a static group within a dynamic group and vice versa. When
you create a static subgroup, it does not inherit any rules from the parent
dynamic group. Static subgroups are independent groups created at any
hierarchy.
For dynamic groups, when you create a dynamic subgroup, it automatically
inherits the parent group rule.

Edit Group
1 Click Edit Group.
2 In the Edit Group window, edit the required fields.
3 Click Save.
You can edit the group name and description, and select a parent group.

Delete Group
1 Click Delete Group.
2 In the confirmation message box, click OK.

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Field Description
Duplicate Group
1 Click Duplicate Group.
2 In the Duplicate Group window, enter details for the group.
3 Click Save.

When you perform a Duplicate Group for a dynamic group, the rule properties
are copied to the new group.

Create Groups
To create a group:

Step 1 Click the icon at the right of the Device Group pane.
Step 2 Click Create Group.
Step 3 In the Create Group window, enter the group name and description.
Step 4 Select the group type Static or Dynamic.
Step 5 For Dynamic Group, set the rule by selecting Match as All or Match as Any and selecting a suitable combination of
criteria from the drop-down list.
You can set more than one rule by clicking +. New rows are added.

Step 6 Click Save.

Add Devices to a Group

To add a device to a group:

Step 1 Choose Device Inventory > Inventory Management.

Step 2 Select the managed devices from the Current Inventory table.
Step 3 Click the right arrow on the Current Inventory pane.
Step 4 Select Add To Group.
Step 5 In the Add To Group window, select the group you are interested in from the Select Group drop-down list, and click
Save.
Note You can add or delete devices to a user-defined static group only. You cannot add devices to a user-defined
dynamic group.

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Remove Devices from a Group

To remove a device:

Step 1 Choose Device Inventory > Inventory Management.

Step 2 From the Inventory Management page, select the managed devices from the Current Inventory table.
Step 3 Click the right arrow on the Current Inventory pane.
Step 4 Select Remove From Group.
Step 5 From the confirmation message box, click OK.

Device Group Selector

The device group selector provides a way to filter devices. It is available on the Polling Parameters page;
choose (Assurance Administration > Polling Settings) to select groups for polling.

Related Topics
Poll Devices, on page 163

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 CHAPTER 14
Manage Inventory
• View Inventory Details, page 123
• Device-Specific Inventory Details, page 135
• Update and Collect Inventory Details, page 147
• Suspend and Resume Managed Devices, page 152
• Delete Devices, page 153
• Performance Graphs, page 153
• Unified CM Device Search, page 159
• SNMP Query, page 161

View Inventory Details

Cisco Prime Collaboration performs continuous, real-time discovery of device inventory. You need to
periodically update the inventory so that you have up-to-date information about your network. You can
schedule how often you want to update inventory.
When you update inventory, the inventory synchronizes with the Cisco Prime Collaboration database. The
Cisco Prime Collaboration inventory reflects every addition, deletion, and modification that occurs in the
network after update.
In Cisco Prime Collaboration, devices are grouped based on the device type. The Device Group pane is
available in the Inventory Management, Session Diagnostics (as a filter), Endpoint Diagnostics, and Alarms
and Events pages. You can select devices or endpoints from the groups you are interested in, to check inventory
details, and to monitor sessions, endpoints, alarms, and events.
You can hover over the device host name column in the inventory table, and click the Device 360 ° view to
see device details, such as alarms, interfaces, ports, environments, modules and other device-specific capabilities
of that device. For more information, see Device 360° View. The inventory table also displays the software
version of the devices that are managed and registered to Unified Communications Manager. The devices
include soft phones, hard phones, and Jabber.
In addition to the inventory table, the Inventory Management page contains System Information, Access
Information, Interface Information, and Event Settings panes that appear below the inventory table. All of

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these panes are populated based on the last polled data. A device must be in the Managed state at least once
for these details to be displayed.

Inventory Pane
The current inventory table is available in the Device Inventory page.
Each device that is managed by Cisco Prime Collaboration is modeled to display the physical inventory of a
device (interface and peripherals). To view the inventory details for a device, click on a row in the Current
Inventory pane.
To select multiple devices (first 500 entries), use the check box available on the top left corner of the Current
Inventory pane.
You can change the visibility settings of the devices by using the Edit option. This is enabled only for endpoints,
predefined groups and user-defined groups. The visibility settings of the device can be changed only if the
device is in the Managed state. Any change in visibility settings appear in the Session Diagnostics page. For
more information, see Session Diagnostics Dashboard, on page 227.
If you have deployed Cisco Prime Collaboration in MSP mode, you can assign a customer to a device or
devices by selecting the device(s), and then clicking on the Edit > Assign. The Edit Device dialog box appears,
from where you can select the customer name from the drop-down list. You can assign a customer to a cluster
too, by selecting the cluster from the Device Group pane, select the Host Name check box (this selects all the
devices of the cluster), and then click Edit > Assign. Similarly to unassign a customer, select the device(s),
and then click Edit > Unassign.
You can modify the credentials and rediscover devices using the Modify Credentials option. Click on Job
Progress in the confirmation message window and cross launch to the Jobs Management page to see the details
of the discovery job.
You can edit the Jitter, Average Period Latency, and Rx Packet Loss threshold settings of all devices except
infrastructure devices using the Threshold Settings option.

Note You can add decimal values also. You can set the value of Rx Packet Loss to as low as 0.1.

You can enable, disable or set different options for automatic troubleshooting using the Threshold Settings
option.
You can suspend and resume the management of the device using the Suspend and Resume options. Inventory
is not updated for devices in the Suspended state.
You can use the show drop-down list on the inventory table to filter devices based on the device type and
state. For example, if you want to rediscover all deleted devices in your network, select Deleted from the show
drop-down list. The inventory table will list all deleted devices. Perform rediscovery to discover these devices.
There are options such as Quick Filters, Advanced Filters to filter devices based on the device criteria. See
Manage Device Groups.
The Total field in the upper right corner of the inventory table displays the device count. To view the number
of devices in a group, select the group.
For example, to view the number of phone endpoints, select the Endpoints group in Device Group. The number
of endpoints will be updated in the Total field. For more information on the device count, see the Field
Descriptions for the Current Inventory table.
You can view the list of unknown endpoints by selecting Device Group Selector > Predefined > Unknown
Endpoints.

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This table describes the fields on the Inventory table. Not all columns of the inventory table appear by default.
To see all the columns, click the Settings option on the top right corner. You can export the inventory table
as a CSV or a PDF file by clicking the Export icon at the upper right corner of the inventory table.

Table 14: Field Descriptions for the Current Inventory Table

Field Description
Endpoint Name Name assigned to the endpoint for ease of identification.

Extension Directory Number of endpoints. This number helps to identify a device

uniquely.

Phone Description A unique description of the endpoints that you have added during configuring
the devices on Cisco Unified Communications Manager (CUCM) or Cisco
TelePresence Video Communication Server (VCS).

Host Name Name assigned to the device for ease of identification.

Model Device model, such as Catalyst3506G48PS.

IP Address IP address used for managing the device.

Click on the IP address to log into the device.
Click on the quick view icon to launch the Device 360 Degree View for that
device.
If that device is an endpoint the Endpoint 360 Degree View appears.
If these devices are discovered by logical discovery then the IP Address and
Private IP address will be same.
For routers and switches, you must associate a terminal client application,
such as Putty, to log into the device.

Mac Address MAC Address of the devices.

NAT Status If you have deployed Cisco Prime Collaboration in MSP mode, you will see
if NAT is enabled or disabled.

Private IP Address If you have deployed Cisco Prime Collaboration in MSP mode in a NAT
environment, you will see the Private IP address of the device. The Private IP
address is& populated using the Add Device or Import feature.

Private Host Name If you have deployed Cisco Prime Collaboration in MSP mode in a NAT
environment, you will see the host name of the device.

Customer If you have deployed Cisco Prime Collaboration in MSP mode, you can see
the customer to which the device belongs to.

Software Type Software running on the device, such as IOS, CatOS.

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Field Description
Software Version Software version running on the device.
Note The Software Version field displays NA when the device is not
registered to Unified Communications Manager.
Device Pool Only for CUCM registered devices.

Partition Only for CUCM registered endpoints.

Serial Number Applicable only for endpoints.

State Status of the device.

Status Reason Reason for the device status.

Type The most applicable role or service of the device.

Capabilities All other roles or services of the device.

Last Discovered Date and time when the device was last discovered. The time will be according
to the time zone set in the Cisco Prime Collaboration server.

Visibility
• Not Applicable—Realtime visibility is not supported for this device.
• Limited or Full visibility—Displayed only for endpoints, based on the
visibility settings.

Customized Events
• Green check mark displayed—Event settings are customized for the
device using Customize Events tab.
• Green check mark not displayed—Event settings are not customized for
the device. The device uses global settings.

Mediatrace Role
• Unsupported—Device does not support Cisco Mediatrace.
• Transparent—Device supports Cisco Mediatrace but profile is not
configured.
• Responder—Cisco Mediatrace responder profile is enabled on the device.
Enable this profile if you want to monitor and collect information on
Cisco Mediatrace.
• Initiator—Cisco Mediatrace initiator profile is enabled on the device.
Enable this profile if you want to initiate Cisco Mediatrace sessions or
polls.
• Initiator/Responder—Cisco Mediatrace initiator and responder profiles
are enabled on the device.

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Field Description
IP SLA Role
• Unsupported—Device does not support Video IP SLA.
• Not Configured—Device supports the Video IP SLA but the device is
not configured.
• Responder—IP SLA Responder profile is configured on the device. The
device that is configured with this profile processes measurement packets
and provides detailed time stamp information.
The responder can send information about the destination device’s
processing delay back to the source Cisco router.

Performance Monitor
• Unsupported—Device does not support Cisco Performance Monitor.
• Not Configured—Device supports Cisco Performance Monitor but the
device is not configured.
• Configured—Cisco Performance Monitor is enabled to allow you to
monitor the flow of packets in your network and become aware of any
issues that might impact the flow.

Note • To update the unknown phones in inventory, trigger Cluster Data Discovery. This is triggered
automatically at midnight. For more information on Cluster Data Discovery, see Unified CM Cluster
Data Discovery, on page 110.
• If you change the IP address or swap IP addresses, the device type is not identified. In such a case:
◦Navigate to the /opt/emms/emsam/conf/ folder and edit the emsam.properties file.
◦Find the line com.cisco.nm.emms.devicetype.rediscovery = false and change the value from
'False' to 'True'.
◦Restart Cisco Prime Collaboration Assurance Server by logging in as admin user and execute
the following commands:
◦application stop cpcm
◦application start cpcm

◦Rediscover the device.

The Mobile Remote Access (MRA) clients (such as Cisco Jabber, Cisco TelePresence MX Series, Cisco
TelePresence System EX Series, and Cisco TelePresence SX Series) have the same IP address as that of the
Cisco Expressway-Core device in Cisco Unified Communications Manager, however in Cisco Prime
Collaboration the IP Address is shown as NA.

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Note Device 360° View is available for MRA clients.

Related Topics
Session Diagnostics Dashboard, on page 227
Manage Device Groups, on page 117
Unified CM Cluster Data Discovery, on page 110

Device 360° View

You can get a concise summary information regarding any device through its 360° view. Rest your mouse
over a device IP address, then click the quick view icon to launch the Device 360° View window. You can
also do a global search for a device to see the device details in the Device 360° View.
In addition to viewing device information such as status, location, you can also view modules, alarms, and
interfaces on the device, invoke tools like ping, and traceroute for that device.
If the device belongs to a cluster, you can cross launch to the cluster view of the cluster the device belongs
to, by clicking on the Cluster ID value.

Note If you are using Internet Explorer 10 and 11, ensure that you have the recommended browser settings to
view the Device 360° View window. Press F12 in your browser and set the following:
• For Internet Explorer 10:
◦IE10 Browser Mode: IE10, or IE10 Compatibility View
◦Document Mode: Standards (Default), or Quirks

• For Internet Explorer 11:

◦Browser Profile: Desktop
◦Document Mode: Edge (Default)

Launch the browser again to view the Device 360° view window.

The 360° Device View window contains the following device details:

Table 15: Field/Buttons and their Description

Field Descriptions
State You can hover on the State icon to know the state of the device. Different colors
of the icon represent different states.

Status Reason You can hover over the icon to know the status reason of the device and any
additional activities you need to perform to make all features work. Different
colors of the icon correspond to the state the device is in.

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Field Descriptions
Host Name —

Host IP /Global IP Address You can click the IP address to launch the device management page. To log
into routers and switches, ensure that you click on the IP address and associate
a terminal client application, such as TELNET or SSH.

MAC Address MAC address of the device.

Type The device type or primary role or capability of the device is mentioned on the
right corner below the hostname row. For example, Finesse, Unified CM or
Unity Connection.

Host Name If you have deployed Cisco Prime Collaboration in MSP mode in a NAT
environment, you will see the host name of the device.

Customer If you have deployed Cisco Prime Collaboration in MSP mode, you can see
the customer to which the device belongs to.

Version Software version of the device.

Last discovered Time stamp of last successful discovery.

Cluster ID Cluster ID of the cluster the device belongs to. You can click on the cluster ID
to launch the Cluster Details page.

— Click the support community icon to open the Cisco Support Community Dialog
box which has the related posts and discussions filtered for the device. You
can post a question for that device.
You can go to the support pages of other devices, and also visit the support
community page of Cisco Prime Collaboration. To visit the Cisco Prime
Collaboration page, click Visit the Cisco Support Community, click on
Navigate to a Community Topic and Post pane, then click Collaboration,
Voice and Video. In the Collaboration, Voice and Video Communities table,
click Prime Collaboration Management.
You can post questions in the Cisco Prime Collaboration Community forum,
and look for related questions or information in existing discussions, videos,
and additional documents for your issues.
For business impacting technical issues, we recommend that you open a service
request with Cisco TAC for timely support.

— Click the ping icon to ping the device and get ping statistics, such as the number
of packets transmitted and received, packet loss (in percentage), and the time
taken to reach the device by ping in milliseconds (ms).

— Click the traceroute icon to know the route to reach the device, the number of
hops to reach the device, and the time elapsed at each hop in milliseconds (ms).

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Field Descriptions
— Click the tasks icon, and select from the drop-down list to perform multiple
tasks such as launching performance graphs and managing thresholds.
Note The options available depend on the device you have
selected.

Other device-specific information is as follows:

Table 16: Device 360° View - Tabs Description

Tabs Description
Alarms It includes the following:
• Severity—Severity of the alarm
• Status—Status of the alarm
• Name—Name of the device
• Component—Name of the component that has alarms
• Last Updated—Time stamp of the last alarm generation.

Interfaces It includes details on interfaces, voice interface and port (whichever applicable
for the device). It specifies the card is playing on a particular port, and the
capability of the card. The following information is available for the interface,
voice interface and port:
• Operation Status—Operational state of the device
• Admin Status—Administrative status of the interface
• Name—Description of the device
• Address—Physical address of the device
• Type—Device type

Card/Services It includes the following:

• Name—Description of the voice/service
• Version—Version of the card/service
• Status—Status of the card/service

Port —

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Tabs Description
Environment It includes:
• Power supply
• Fan
• Temperature sensor
• Voltage sensor

Device-specific details —

You can view the Differentiated Services Code Point (DSCP) values (both in decimal format and its meaning)
for Cisco TelePresence TX Series under the Connectivity Details tab of the Endpoint 360° View of the devices.
Choose Device Inventory > Inventory Management, and click on the IP Address column to launch the
Endpoint 360° View. For more information on Differentiated Services Code Point (DSCP) values, see RFC
2474.
You can view the status of the CVP VXML server and its associated application; launch the Device 360 view,
and click the VXML Server tab. The applications that are running on the VXML server are displayed in this
tab. The status of the application is also appropriately displayed. For example, if an application is not running,
an alarm is generated in the Alarms & Events page and the corresponding status is displayed in the Status
column.

Note The fields displayed depend on the device you have selected.

Click the View More button on top to:

• View the Device 360° View pop up in window size.
• Create performance dashboards for Cisco Unified Communication applications/devices by selecting
specific counters. For more information, see Create Custom Performance Dashboards, on page 282.

Metric Charts
You can view metric charts for voice devices (excluding phones) and CTS. These charts appear only for
devices in managed state and for which at least one poling cycle is over.

Note It will take time for the chart to appear after the device is in managed state. This is because polling has to
be completed to fetch data for these charts.
These charts display values for CPU, Memory and Hard Disk utilization etc. You can view maximum, minimum
and current value (in percentage or bytes in MB) of the last hour. Each bar on the metric chart denotes a period
of four minutes, thus there are 15 bars, each denoting the value for four minutes. The figures in brown represent
the minimum value, and the figures in blue represent the maximum value for the last hour.
You can click See More to launch performance graphs for some devices.

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For an Multipoint Controller (MCU) you can see the absolute values and percentage of Audio and Video Port
utilization in the performance graphs. You can select these options near the top right of the chart.
Performance graph is available for TP Server. You can see the absolute values and percentage.

Note The metric charts and performance graphs availability depend on the device you have selected.

Global Search Options for Cisco Prime Collaboration Assurance

The following table describes the Global Search options for Cisco Prime Collaboration Assurance.

Table 17: Global Search Options for Cisco Prime Collaboration Assurance

Search Variable Sample String Exceptions and Allowed Search Strings

Format
Phone DN 10002|1000*| Alphanumeric characters, dash, period, and underscore.
100*| 1*| *0002

IP 10.64.101.162 | Alphanumeric characters, dash, period, and underscore.

10.64.101.* | * The special character % does not retrieve results.

MAC 00260bd75cf8| Dash, period, underscore, are not allowed.

00260bd75cf*| Alphanumeric and blank space are allowed.
00260bd*| 0*|
00*

Phone San Jose -

Description

Device IP 10.78.22.129| Alphanumeric characters, dash, period, underscore, and

space.
10.78.22.*| 10.*

DNS cussmtest-15.cisco.com If the domain name is not resolvable, the IP address is

displayed in the search results.

Location Name US-Texas| US*|* Alphanumeric characters, dash, period, underscore and
blank space are not allowed.

TelePresence IP 10.78.22.77| . | Ampersand (&) and blank space are not allowed.
10.78.22.*|
10.78.*.*|
10.*.*.*| *.

User First Name HS Alphanumeric characters, dash, underscore and blank

space are not allowed.
or John
Last Name

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Search Results

Search Parameter Search Result

TelePresence Host Name, Device Type, Model, Software Type, Software Version, and State.
You can click on the icon next to the device name to launch the Endpoint 360
View for that Cisco TelePresence endpoint.

Phone IP Address, IPv6 Address, MAC Address, Load ID, Description, and Model. You
can click on the icon next to the device name to launch the Endpoint 360 View for
that phone.

Device Name, IP Address, Status, and Device Type. When you perform a device search,
all phones and Cisco TelePresence endpoints are also included in this search. You
can click on the icon next to the device name to launch the Endpoint or Device
360 View for that device.
Note The information displayed depends on the device you have searched
for.
Location Cluster ID, Call Failure Troubleshooting, and Call Quality Troubleshooting. You
can click Call Failure Troubleshooting to launch the Call Failure Troubleshooting
page. You can click Call Quality Troubleshooting to launch the Call Quality
Troubleshooting page.

User First Name, and Last Name. You can click on the icon next to the user name to
launch the User 360 View for that user.

If you have deployed Cisco Prime Collaboration in MSP mode, you can also see the customer to which the
searched device belongs to. If the device belongs to multiple customers, then all the customers to which it
belongs are mentioned. If the device is not associated with any customer or is associated with all customers,
it is part of the default customer domain - All Customers, but shows a blank for customer details in the search
result. You can click on the customer name to launch the home page filtered for that customer.

Note • The devices in deleted state do not appear in the search results.
• Phone search shows audio phones only. Cisco TelePresence endpoints are not displayed as part of
phone search.
• E20 devices are shown as Cisco TelePresence search results only.
• When you search for phones using the MAC address in the global search option, do not use colon
or hyphen or dots in between.
• The global search option is not available in Cisco Prime Collaboration Assurance - Standard.

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Search Use Cases

You can perform a search based on the following use cases.

Table 18: Search Use Cases

To search for... Perform/Use

All devices belonging to a particular customer. Select the customer from the global customer selection
drop-down list at the top right of your screen, select
Device search, and then enter the search string *.

Cisco Jabber Phone Search

E20 TelePresence Search

Infrastructure devices Device Search

IP address of a device with a partial IP address. Device Search - For example search with a string such
as 10.*

List of all users associated with a particular Select the customer from the global customer selection
customer. drop-down list at the top right of your screen, select User
search, and then enter the search string *.

Assurance Inventory Summary

The Inventory Summary lists the count of devices based on the device state. The Total column displays the
total number of devices in a particular state. The device count is available as a cross-launch to the Inventory
table in Inventory Management. When you click on any count, you will be directed to the Inventory table,
where you can see all the devices in that particular state.
The Assurance Inventory Summary is available as a slider at the bottom of your user interface browser. You
can view the details when you scroll down. The Assurance Inventory Summary data is refreshed every 30
seconds.

Table 19: Assurance Inventory Summary - Field Descriptions

Field Descriptions
Unknown Endpoints Total number of unknown endpoints. You can click on this number to
launch the filtered list of unknown endpoints in the Endpoint Diagnostics
page.

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Field Descriptions
Partially Managed Devices which are in managed state but have some credentials missing.
These credentials are not mandatory for managing inventory, but required
for all other features, such as session monitoring or troubleshooting to
work. You can click on the corresponding number to cross launch to see
a list of all devices in the inventory table which are managed but with
insufficient credentials. This count is updated only when you perform
rediscovery after adding the credentials.

Note Although the Total Count column contains the sum of the Infrastructure Devices, Endpoints columns
combined for each device state, you may see some inconsistency in the number of devices in the Total
Count column. This difference can happen when the computation includes device types in Unknown state
from the inventory.

Device-Specific Inventory Details

The following tables provide field descriptions for additional inventory details for:
• Table 20: CTS, Cisco Codec, MX, E20, MXP, and Polycom
• Table 21: Cisco TelePresence Movi
• Table 22: Cisco Unified IP Phone 8900 and 9900 Series, and Cisco Cius
• Table 23: CTMS
• Table 24: CTS-Manager and Cisco TMS
• Table 25: Cisco Unified CM
• Table 26: Cisco MCU and MSE
• Table 27: Cisco VCS
• Table 28: Cisco TelePresence Conductor

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Table 20: CTS, Cisco Codec, MX, E20, MXP, and Polycom

Field Description
TelePresence Endpoint Name Name assigned to the endpoint for ease of identification.
Endpoint
(Data Directory Number IP phone details as defined in the endpoint.
displayed
based on Call Controller
selected
endpoint type CUCM Address Hostname or IP address of the Cisco Unified CM server where the
CTS, Cisco endpoint is registered.
Codec, MX,
E20, MXP, or CUCM Cluster ID Identification of the Cisco Unified CM cluster where the Cisco
Polycom.) Unified CM server is registered.

VCS Address Hostname or IP address of the VCS server where the endpoint is
registered.

VCS Cluster ID Identification of the VCS cluster where the VCS server is registered.

Registration Status Registration status of the endpoint with call processor

(Cisco Unified CM or VCS). If Cisco Unified CM or VCS is not
managed, the information displayed is N/A.

H323 ID H.323 ID configured on the Cisco Codec device.

E164 No E164 number configured on the Cisco Codec device.

H323 Gatekeeper Network address of the gatekeeper to which the Cisco Codec device
Address is registered.

SIP URI Registered SIP URI on the Cisco Codec device.

SIP Proxy Address SIP proxy address that is configured manually on the Cisco Codec
device.

Application Manager

CTSMAN Hostname or IP address of the application manager where the CTS

is integrated.

TMS Hostname or IP address of the application manager where the Cisco

Codec device is integrated.

Switch Details

Connected To Switch Details of the switch to which the endpoint is connected.

Port Connected Details of the switch port to which the endpoint is connected.

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Field Description
Peripherals Name Peripheral type, such as uplink, phone, camera, display, touch screen
monitor, microphone.
Note CTS systems support TelePresence Touch Screen
monitoring.
Position Position of the peripheral, such as front_center for a microphone.

MAC Address MAC address of the peripheral.

Software Version Software version running on the peripheral.

Model Model of the peripheral.

Serial Serial number of the peripheral.

Make Manufacturer’s details for the peripheral.

Firmware Version Firmware version of the peripheral.

Hardware Version Hardware version of the peripheral.

Midlet Version Midlet version running on the peripheral.

Note Cisco Prime Collaboration does not support peripheral details for Cisco TelePresence 150 MXP.

Table 21: Cisco TelePresence Movi

Field Description
Movi Endpoint Name Name assigned to the endpoint for ease of identification.

SIP URI Registered SIP URI on the Cisco TelePresence Movi endpoint.

VCS Address Hostname or IP address of the VCS where the endpoint is registered.

VCS Cluster ID Identification of the VCS cluster where the VCS is registered.

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Table 22: Cisco Unified IP Phone 8900 and 9900 Series, and Cisco Cius

Field Description
CUCM Endpoint Name Name assigned to the endpoint for ease of identification.
Endpoint
Model Model of the endpoint, such as CP-8945 or CP-9971.

Directory Number IP phone details as defined in the endpoint.

Serial Number Serial number of the endpoint.

Description Description of the endpoint as defined in the call processor.

Call Controller

CUCM Address Hostname or IP address of the Cisco Unified CM server where the
endpoint is registered.

CUCM Cluster ID Identification of the Cisco Unified CM cluster where the

Cisco Unified CM server is registered.

Registration Status Registration status of the endpoint with call processor

(Cisco Unified CM). If Cisco Unified CM is not managed, the
information displayed is N/A.

Switch Details

Connected To Switch Details of the switch to which the endpoint is connected.

Port Connected Details of the switch port to which the endpoint is connected.

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Field Description
Network Wi-Fi Details
Configuration
(Data Status Displays the status of the wi-fi connection, such as connected or not
displayed connected.
only for Cisco
Cius IP Address IP address used to manage the endpoint when connected using a
endpoint.) wi-fi network.

Default Router IP address of the default router to which the endpoint is connected.

Access Point Name Name of the access point to which the endpoint is connected.

Ethernet Details

Status Displays the status of the Ethernet connection, such as connected

or not connected.

IP Address IP address used to manage the endpoint when connected using

Ethernet.

Default Router IP address of the default router to which the endpoint is connected.

Note For discovery of Cisco Cius and Cisco Unified IP Phone 8900 and 9900 series, you must enable the HTTP
interface. If the HTTP interface is not enabled, these devices will not appear in the inventory table.

For Cisco Cius devices, the standard phone description available in the inventory is SEP and MAC address.

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Table 23: CTMS

Field Description
Multipoint Timezone Time zone configured on the multipoint switch.
Switch
SKU —

Hardware Model Model number of the media convergence server on which the
multipoint switch is running.

Software Version Version of multipoint switch administration software currently

installed.

OS Version Operating System version.

Hostname Hostname configured for the multipoint switch.

IP Address IP address used to manage the multipoint switch.

Subnet Mask Subnet mask used on the IP address.

MAC Address MAC address of the media convergence server on which the
multipoint switch software is running. This MAC address belongs
to Ethernet interface 0 (the eth0 network interface card [NIC]). With
failover, this MAC address persists, although another Ethernet
interface becomes active.

Switch Details

Connected To Switch Details of the switch to which the multipoint switch is connected.

Port Connected Details of the switch port to which the multipoint switch is
connected.

Ad hoc Segments Maximum number of segments that are available for impromptu
meetings. The maximum number is 48.

Maximum Segments Total number of segments (individual video displays) that this
multipoint switch can handle. The maximum number is 48.

Schedulable Number of segments available at any one time for scheduled

meetings. The multipoint switch automatically derives this value by
subtracting the defined number of ad hoc Segments from the defined
number of maximum segments.

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Table 24: CTS-Manager and Cisco TMS

Field Description
Application SKU —
Manager
Hardware Model Model number of the server on which the application manager is
running.

Software Version Version of administration software currently installed.

OS Version Operating System version.

Hostname Hostname configured for the application manager.

IP Address IP address used to manage the application manager.

Subnet Mask Subnet mask used on the IP address.

MAC Address MAC address number supplied for the application manager.

System Exchange Server: Data displayed only if Calendaring service (Scheduling API mode) is
Connectivity configured in the CTS-Manager.
(see note
following this Status Whether the exchange server is running or down.
table)
IP Address IP address assigned to the exchange server.

Software Version Version of software currently installed on the exchange server.

LDAP Server: Date displayed only if Active Directory is configured in CTS-Manager.

Status Whether the LDAP server is running or down.

IP Address IP address assigned to the LDAP server.

Software Version Version of software currently installed on the LDAP server.

Note For CTS-Manager, the System Connectivity pane is visible only for versions 1.7 and 1.8. Also, the
CTS-Manager user configured in the Cisco Prime Collaboration application must have administrative
privileges in CTS-Manager.

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Table 25: Cisco Unified CM

Field Description
Call Processor Cluster ID Parameter that provides a unique identifier for the cluster. This
parameter is used in Call Detail Records (CDRs), so collections
of CDR records from multiple clusters can be traced to their
sources. The default is StandAloneCluster.

Publisher Hostname Hostname configured for the cluster publisher.

Registered CTS Endpoints Number of registered endpoints on the call processor.

Total CTS Endpoints Total number of endpoints.

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Table 26: Cisco MCU and MSE

Field Description
MCU or MSE Hardware Model Model number of the media convergence server on which the
Details multipoint switch is running.
(Data
displayed Serial Number Serial Number of the Multipoint Control Unit (MCU).
based on
selected Software Version Version of multipoint switch administration software currently
conferencing installed.
device: MCU
or MSE.) MCU Type/Device Type of the MCU or device.
Type

Build Version Build version of the installed software.

Manufacturer Manufacturer’s name.

Hostname Hostname configured in the device (MCU or Media Service Engine).

IP Address Local IP address of the MCU or Media Service Engine (MSE)

network interface used to access the MCU or MSE web user
interface.

Subnet Mask Subnet mask used on the IP address.

MAC Address Fixed hardware MAC address of the Ethernet port.

Connected To Router IP address of the router to which the MCU or MSE is connected.

Cluster Type Whether the cluster is a master or slave. If the cluster is configured,
Not Configured is displayed.

Total Video Ports Number of video ports configured in MCU. (Data displayed only
for MCU devices.)

Total Audio Ports Number of audio ports configured in MCU. (Data displayed only
for MCU devices.)

SIP (Data displayed only for MCU devices.)

Status Whether the SIP registration is enabled or disabled.

Proxy Network address of the SIP proxy.

Domain Network address of the SIP registrar to which the MCU has
registered.

H.323 (Data displayed only for MCU devices.)

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Field Description
Status Whether the H.323 gatekeeper registration is enabled or disabled.

Gatekeeper ID Identifier used by the MCU to register with the H.323 gatekeeper.

Gatekeeper Address Network address of the gatekeeper to which the MCU has registered.

MSE Blades Type Type of the blade.

(Data
displayed Slot Slot number. Slot 1 is MSE Supervisor; slots 2-10 are blades.
only for
MSE.) Software Version Version of the software used.

Status Status of the blade: OK or absent.

Port A IP Address IP address of Port A.

Port B IP Address IP address of Port B.

Table 27: Cisco VCS

Field Description
Call Processor Cluster ID Cluster Name that is used to identify one cluster of VCSs from
another.

Master Name of the VCS peer that is configured as the cluster master.

Registered Endpoints Number of endpoints registered to the VCS.

Peers Number of VCS peers configured within the cluster.

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Field Description
VCS Timezone Time zone that is configured on the VCS.
Configuration
Maximum Traversal Calls Number of traversal call licenses available on the VCS.

Maximum Non-Traversal Number of non-traversal call licenses available on the VCS.

Calls

Maximum Registrations Number of endpoints that can be registered with the VCS.

Expressway Whether the VCS Expressway is configured.

Interworking Whether the VCS is configured to allow H.323 systems to

connect to SIP systems.

Encryption Whether AES encryption is available in the software build.

Find Me Whether FindMe is enabled or disabled.

Device Provisioning Whether the provisioning server is enabled on the VCS.

Dual Network Interface Whether the LAN 2 interface on the VCS Expressway is
enabled.

Starter Pack Whether the Starter Pack option key is installed.

Note Cisco Prime Collaboration manages both the Cisco VCS application and appliance.

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Table 28: Cisco TelePresence Conductor

Field Description
TelePresence Name Hostname configured for the conductor.
Conductor
IP Address IP address of the conductor.

Software Version Version of software currently installed.

Cluster Master Name of the conductor peer that is configured as the cluster
master.

Cluster Peers Number of conductor peers configured within the cluster.

Total Registered MCUs Number of MCUs registered to the conductor.

Software ID Identification of the software on the conductor.

Hardware Serial Number Serial number of the conductor hardware.

Registered Name Name of the MCU registered to the conductor.

MCUs
IP Address IP address of the MCU registered to the conductor.

Type Type of the MCU registered to the conductor.

Pool MCU pool to which the MCU belongs.

Blacklisted Listed MCUs are not used by the conductor.

Blacklisted Reason Reason why the MCUs are not used by the conductor.

Media Load: Allocated/In Media load allocated and in use, and the maximum available
Use/ Max Available load.

Signalled Load: Signalled load allocated and in use, and the maximum available
Allocated/In Use/ Max load.
Available

Note Only Cisco TelePresence Conductor-controlled MCU cascading is supported.

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Update and Collect Inventory Details

Updating and collecting inventory details depend on the type of network deployed: voice, video or both. It
also depends on the data you want to collect at a given point. The following table recommends when to update
inventory based on your network.

Table 29: Recommendations to Update Inventory

Description Task
If you have both voice and video endpoints Perform Update Inventory (choose Device Inventory >
deployed in your network, and want to collect Inventory Management > Update Inventory). For more
data on both. information, see Update Inventory.

If you have both voice and video endpoints Perform Update Inventory (choose Device Inventory >
deployed in your network, and you want to Inventory Management > Update Inventory). For more
collect data on video endpoints only. information, see Update Inventory.

If you have both voice and video endpoints Perform IP Phone Inventory Collection and Cluster Data
deployed in your network, and you want to Discovery (choose Assurance Administration). For more
collect data on voice endpoints only. information, see Inventory Details Collection.

If you have only a voice network Perform IP Phone Inventory Collection and Cluster Data
Discovery (choose Assurance Administration). For more
information, see Inventory Details Collection.

If you have only a video network Perform Update Inventory (choose Device Inventory >
Inventory Management > Update Inventory). For more
information, see Update Inventory.

Update Inventory
The Update Inventory task helps you to synchronize the Cisco Prime Collaboration inventory database with
the network. During this task, accessibility verification is not performed (see the Update Inventory Lifecycle
chart).
Perform the Update Inventory task when:
• You want to synchronize the database for all devices managed in your network. However, you can update
the configuration details for specific devices based on the device status criteria.
• You want to define a periodic Update Inventory job to keep the Cisco Prime Collaboration database
up-to-date.
• There are any changes in the network devices’ interfaces.

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Note The new devices that are added to the network will not be identified.

Figure 3: Update Inventory Lifecycle

We recommend that you define a periodic Update Inventory job to keep the Cisco Prime Collaboration database
up-to-date.
To update inventory:

Step 1 Choose Device Inventory > Inventory Management.

Step 2 In the Inventory Management page, click Update Inventory.
Step 3 If you want to update the inventory based on device status, check the Update devices based on device criteria check box
in the Update Inventory window and select the desired device criteria from the drop-down list.
If you choose to update the inventory based on device status, an accessibility information check is performed. If you do
not, the inventory is updated with all devices in the Managed state. Device accessibility is not checked.
To schedule a periodic update inventory job, go to add Update Inventory. To run the job immediately, go to Update
Inventory.

Step 4 Enter the job name and the scheduling details. See Job Schedule - Field Descriptions for field descriptions.
Step 5 Click Run Now to immediately run the update inventory job, or click Schedule to schedule the periodic update inventory
job at a later time.
Step 6 Check the status of your job by doing one of the following:
• If you clicked Run Now, click the progress details in the progress window that appears.
• Click the Discovery Jobs button on the Inventory Management page.

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Job Schedule - Field Descriptions

Table 30: Job Schedule - Field Descriptions

Field Description
Start Time Select Start Time to enter the start date and time in the yyyy/MM/dd and hh:mm
AM/PM format, respectively. Alternatively, click the date picker to select the
start date and time from the calendar. The displayed time is the client browser
time. The scheduled periodic job runs at this specified time.

Recurrence Select None, Hourly, Daily, Weekly, or Monthly to specify the job period.

Settings Details of the job period.

End Time If you do not want to specify an end date/time, click No End Date/Time. Click
End at to enter the end date and time in the yyyy/MM/dd and hh:mm AM/PM
format respectively.

Inventory Details Collection

Cisco Prime Collaboration supports on-demand inventory update for managed devices by collecting and
updating data about the devices and the phones registered to them.
All additions, deletions, and modifications of phones, XML phones, and clusters are reflected in the inventory.
There are separate inventory collection schedules for phones and clusters. For details on cluster discovery,
see Unified CM Cluster Data Discovery.
You cannot create additional schedules; you can only edit an existing schedule. For phones, you can create
multiple inventory collection schedules.

Note You can schedule periodic discovery of Cisco Unified CM clusters only. Phones registered with other
clusters are not discovered. For more information, see Unified CM Cluster Data Discovery.

As Cisco Prime Collaboration performs inventory collection of phones and Cisco Unified CM clusters, these
phones and clusters pass through various device states until they are fully recognized by Cisco
Prime Collaboration (see Discovery Life Cycle for details).
You can specify how often to collect information about the phones and clusters that are managed in Inventory
Collection. To schedule Inventory Collection, choose Assurance Administration. For an overview of inventory
collection tasks, see the following table.

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Table 31: Overview of Inventory Collection Tasks

Task Description
Schedule inventory collection of IP Phones Choose
Device Inventory > Inventory Schedule > IP Phone
Inventory Schedule > Inventory Collection Schedule to add,
edit, or delete the IP phone discovery schedules. (For more
information, see IP Phone Discovery Schedule.)

Schedule inventory collection of Phone Choose

XML Device Inventory > Inventory Schedule > IP Phone
Inventory Schedule > XML Inventory Collection to add,
edit, or delete the IP phone discovery schedules. (For more
information, see IP Phone Discovery Schedule.)

Schedule inventory collection of cluster Choose

devices Device Inventory > Inventory Schedule > Cluster Data
Discovery Schedule to add, edit, or delete the cluster device
discovery schedules. (For more information, see Unified CM
Cluster Data Discovery.)

IP Phone Discovery Schedule

When you choose Device Inventory > Inventory Schedule > IP Phone Inventory Schedule > Inventory
Collection Schedule, you can perform the following tasks:

View and Add an IP Phone Collection Status

To view IP phone collection status, choose Device Inventory > Inventory Schedule > IP Phone Inventory
Schedule > Inventory Collection Schedule.
The IP Phone Collection Status pane displays the information mentioned in the following table.

Table 32: IP Phone Collection Status - Field Descriptions

Fields Description
Collection Status Displays the status of the discovery process. The status could be any one
of the following:
• In progress—When you start PIFServer for the first time or restart
it, discovery takes place automatically and the status appears as In
Progress.
• Complete—The discovery process is complete.
• Not available. Try after some time—Appears when you start
PIFServer for the first time, or restart it, and the discovery process
has not yet begun.

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Fields Description
Last Collection Start Time Displays the start time of the last discovery.

Last Collection End Time Displays the end time of the last discovery.

Adding an IP Phone Discovery Schedule

Cisco Prime Collaboration provides six default schedules for phone discovery. You can update or delete them;
you can also add up to 10 phone discovery schedules.
To add an IP phone schedule:

Step 1 Choose Device Inventory > Inventory Schedule > IP Phone Inventory Schedule > Inventory Collection Schedule.
Step 2 On the IP Phone Discovery Schedule page, click Add.
Step 3 Enter the required information in the Add Schedule dialog box.
Step 4 Click OK.
You can also edit or delete an IP phone discovery schedule:
• To edit, select a phone discovery schedule and click Edit. Make the required changes, click OK, and then click
Apply.
• To delete, select a phone discovery schedule and click Delete. In the confirmation message box, click Yes.

Any information collected through phone polling is not collected for Unified CMs in a NAT environment. IP phone
polling does not work in following cases:
• IP phones that are behind the NAT environment.
• IP phones that support only secure HTTP (HTTPS) connections (for example, the Cisco 7936 model).
• IP phones that do not support a HTTP/XML interface (for example, third-party phones). If any of these scenarios
are present, the above parameters will not be collected from IP phones.

IP Phone Discovery Schedule

When you choose Device Inventory > Inventory Schedule > IP Phone Inventory Schedule > Inventory
Collection Schedule, you can perform the following tasks:

Schedule IP Phone XML Discovery Schedule

The IP Phone XML Inventory Collection helps you get information on phone load, serial number, switch
information (if applicable), device pool etc.

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 Suspend and Resume Managed Devices

Note You can collect the switch details like LLDPNeighborDeviceId, LLDPNeighborIP, and LLDPNeighborPort
from Phone XML LLDP fields when the CDP fields are empty.

To schedule when phone discovery should take place, you can use the Phone XML Collection page. The
default scheduled start for Phone XML discovery is daily at 3:00 p.m. Phone XML discovery collects serial
number, load ID, and App ID for each phone.
To schedule an IP Phone XML discovery:

Step 1 Choose Device Inventory > Inventory Schedule > IP Phone Inventory Schedule > XML Inventory Collection
Step 2 In the XML Collection tab, make the desired changes.
Step 3 Click Apply, then click OK in the confirmation message box.

Suspend and Resume Managed Devices

You can suspend a device that is in the Managed state. After the device is moved to the Suspended state, Cisco
Prime Collaboration does not monitor this device. That is, session, endpoint, and inventory details are not
updated and alarms are not triggered for this device.
The following are behaviors for a device in the Suspended state:
• If a device is in the Suspended state, Cisco Prime Collaboration does not poll the devices.
• If a suspended endpoint joins a new session, the endpoint is shown as Unknown in the Session Topology
pane.
• If a suspended endpoint is already in an in-progress session, the endpoint icon (in the Session Topology
pane) changes to Unknown immediately after the endpoint state is changed to Suspended.
• If CTS-Manager is suspended, new session data is not imported and the CTS-Manager polling is not
performed. The existing session data (last polled data) is displayed in the Cisco Prime Collaboration
server.
• If Cisco Unified CM publisher is suspended, Cisco Prime Collaboration does not poll the registered
endpoints that belong to that corresponding Cisco Unified CM cluster.
• If there are any active alarms, they are not cleared immediately. You can either manually clear the alarms;
otherwise, they are cleared automatically after they expire (by default, in 24 hours). No new alarms are
triggered for a suspended device.
• If a suspended endpoint is already in a troubleshooting job, you cannot troubleshoot from the suspended
endpoint. However, you can troubleshoot up to the suspended endpoint.
• If a device is suspended, the Endpoint Utilization report does not contain any data for this device.

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To suspend or resume managed devices:

Step 1 Choose Device Inventory > Inventory Management.

Step 2 From the Current Inventory table, select managed or suspended devices.
Step 3 Click Suspend or Resume.
Step 4 In the confirmation message box, click OK.

Delete Devices
You can delete devices that are in the Unknown, Unreachable, Inaccessible, Undiscoverable, Suspended, and
Unsupported states. You cannot delete devices in the Managed state.
After a device is deleted, it is not listed in the Current Inventory table, but the details are available in the Cisco
Prime Collaboration server. To rediscover a deleted device, see Rediscover Devices. You can access the
deleted device’s details as part of the past session data.
To delete a device:

Step 1 Choose Device Inventory > Inventory Management.

Step 2 From the Current Inventory table, select devices to delete.
You can use the quick filter to get a list of devices in the desired state.

Step 3 Click Delete.

Step 4 In the confirmation message box, click OK.
Note You cannot delete phones directly from the inventory using the delete option. Phones are deleted automatically
when the clusters with which they are registered are deleted. The inventory is updated only after a rediscovery
is performed.

Troubleshooting
Issue: Unable to delete a device that is in Managed state.
Recommended Action: Ensure that you suspend the device first, and then delete the device.

Performance Graphs
Cisco Prime Collaboration enables you to select and examine changes in network performance metrics. You
can select, display, and chart network performance data using real time, as well as collected data.
You can access the performance graphs through the Topology View, Alarm & Events page, and IP SLA
Voice Test page, Device 360° view, and Diagnostic Summary pages. You can create performance graphs
from the current or real-time data when:

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• Voice utilization polling is enabled for devices.

• Data is available on disk from IP SLA Voice Test that you have configured.
• Device is in managed state.

Note You can view performance graphs for voice devices (excluding phones) only. These graphs appear only
for devices in managed state and for which at least one polling cycle is over.

Performance Graphing Notes

This section contains information you should be aware of when working with performance graphs.

Summary Explanation
Cisco recommends following these guidelines for The following guidelines are recommended:
optimal performance graph viewing.
• No more than five metrics be selected for one
graph.
• No more than ten graphs on the user interface.
• No more than ten items selected for merge.
• No more than ten items for IP SLA Voice
graphing.

An MGCP gateway on a Catalyst 6000 switch. When When graphing performance metrics for a device that
you have all three capabilities (voice gateway, switch, has these three capabilities (voice gateway, switch,
and MGCP) performance graphing cannot graph all and MGCP) you will only be able to graph the
the data. Only the common metrics are available for common metrics. In the Event Details page you
graphing. cannot graph HighUtilization events.

A voice gateway, MGCP, and H323 on a router. When graphing performance metrics for a device that
When you have all these capabilities on one device, has these capabilities (voice gateway, MGCP, H323,
each metric displays two graphs. and router), each metric displays two graphs. Also,
when graphing multiple devices or devices that have
multiple polling intervals, the least common multiple
is used to plot the x axis. Real-time graphs will refresh
at this common polling interval.

In the Select Metrics dialog box for Unified CCE and To view a performance graph for any of these metrics,
Cisco Packaged Contact Center Enterprise, you will you must enter the name of the Unified CCE or PCCE
see the following fields: instance for which you want the information, in the
field next to Instance Name.
• Agents logged on
Each Unified CCE or PCCE contains a list of
• Calls in progress enterprise contact center applications, which are
• Inbound Calls per second identified by their instance name.

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Summary Explanation
Cisco Prime Collaboration does not display a Cisco Prime Collaboration only collects data for
performance graph for all Unified Contact Center Unified CCEs that have router capabilities. To verify
Enterprise (Unified CCE) and Packaged Contact your Unified CCE’s capabilities, you can run a device
Center Enterprise (PCCE) machines report through device management, and look for
Unified CCE or IPCC Router or PCCE in the Device
Capabilities column of the Device report.
You cannot view a performance graph for Unified
CCEs and PCCEs that do not have router capabilities.
Instead, you will get a message window stating such.

Cisco Unity Express servers (CUES) graph real-time Ensure Cisco Prime Collaboration is collecting data
data and update in real-time. You can switch from and is configured properly to receive this data.
line to bar charts and zoom in on specific data to
troubleshoot and find peak utilization periods.

Launch a Performance Graph

The performance graphs are available through the following:
• Topology View
• Device 360 degree View - Click on the Launch Tools icon, and then click on Performance Graph.
• Event Details page
• IP SLA Voice Test page
• Diagnostics views—UCM Cluster Call Usage Summary in Server and Cluster views, UCM Resource
Utilization Summary and UCM Cluster Location Summary in Cluster view, and trunk utilization can
be accessed through the UCM Resource Utilization Summary portlet. in the Cluster view.

Before you Begin

• Verify that Cisco Prime Collaboration is monitoring the devices for which you want to collect utilization
statistics. This includes the Cisco Unified Communications Manager that the ports are registered to.
• Verify that voice utilization polling settings are enabled. Cisco Prime Collaboration uses the statistics
gathered during voice utilization polling for charting network performance.
• Review the Performance Graphing Notes.

Performance Graph Window

Performance graphs provide real-time information and historical information.
When you launch a performance graph, one line graph is displayed for each metric that you select. Each line
graph contains 16 data points displayed in real time. The following table provides details on the data options.

Graph Data Option Description

Real Time When you launch a performance graph, it shows real time data by default.

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Graph Data Option Description

Hourly Average When you select Hourly Average, the performance graph shows average data for the
hour.

Hourly Max When you select Hourly Max, the performance graph shows peak data for the hour.

Hourly Min When you select Hourly Min, the performance graph shows minimum data for the hour.

History When you select History, the performance graph shows hourly average data for seven
days.

All Displays all data. Graphs display up to a maximum of 130 points. If data ranges in the
Zoom/Pan view contain more than 130 points, then Cisco Prime Collaboration selects
points at regular intervals and plots them in the graph.

Troubleshooting Performance Graphs

This section contains information that will help you if you encounter problems generating performance graphs.
If you encounter an error, it will likely appear either when you select Performance Graphing from the menu,
or when Cisco Prime Collaboration is checking for the data file to graph. In the first case (when selecting
Performance Graphing), you will see an error message that describes the problem and an action to take. The
following table describes the errors and their possible causes, for both of these types of cases.

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Error Possible Causes

Cannot collect data.
• Account and credentials are not the same on all
Cisco Unified Communications Managers in
the cluster.
• HTTP server problems:
◦HTTP server on the device is down.
◦HTTP server is operational, but the Cisco
Unified Communications Manager is
down.

• Device unreachable because of a network

problem.
• Performance Monitor process on the media
server is down.
• The Cisco Unified Communications Manager
that the MGCP gateway is registered to, is not
in Cisco Prime Collaboration inventory.
• Device capability is not supported. Performance
graphing supports the following: Cisco Unity,
Cisco Unity Express, Cisco Unified
Communications Manager, Cisco Unified
Communications Manager Express, H.323
devices, and Voice Mail Gateways.
• Device is suspended or deleted.
• Device platform is not support.

For a list of devices supported by Cisco

Prime Collaboration 11.0, see Supported Devices for
Prime Collaboration Assurance.
For a list of devices supported by Cisco
Prime Collaboration 11.1, see Supported Devices for
Prime Collaboration Assurance.

Cannot collect data because of the following:

• No credentials in Cisco Prime Collaboration.
• The username or password for the device is
• Incorrect credentials in Cisco Prime
empty.
Collaboration.
• The system has the wrong credentials for the
device. To add credentials, see Add a Device Credentials
Profile.
• The device does not have credential information.

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Error Possible Causes

Cannot collect data from the device because of the Incorrect Cisco Unified Communications Manager
following: version. Check the following:
• A processing error occurred. • The version of the Cisco Unified
Communications Manager that is running on
• Parsing or processing errors occurred.
the device.
• Internal initialization errors occurred.
• The Cisco Unified Communications Manager
• Initialization problems occurred in the device version number that is stored in Prime
data collector. Collaboration.
• If the Cisco Unified Communications Manager
version number that is stored in Cisco Prime
Collaboration is incorrect, add the device again.

For a list of devices supported by Cisco

Prime Collaboration 11.0, see Supported Devices for
Prime Collaboration Assurance.
For a list of devices supported by Cisco
Prime Collaboration 11.1, see Supported Devices for
Prime Collaboration Assurance.

Cannot collect data from the device. The certificate The device is not in DNS.
hostname/IP Address cannot be mapped to the URL
hostname/IP Address.

Incomplete data collected because an error occurred Incorrect Cisco Unified Communications Manager
in communicating with the device. version. Check the following:
• The version of the Cisco Unified
Communications Manager that is running on
the device.
• The Cisco Unified Communications Manager
version number that is stored in Prime
Collaboration.
• If the Cisco Unified Communications Manager
version number that is stored in Cisco Prime
Collaboration is incorrect, add the device again.

For a list of devices supported by Cisco

Prime Collaboration 11.0, see Supported Devices for
Prime Collaboration Assurance.
For a list of devices supported by Cisco
Prime Collaboration 11.1, see Supported Devices for
Prime Collaboration Assurance.

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Error Possible Causes

Cannot collect data because of the following:
• No data from a required MIB.
• The device returned no data from a required
• A required MIB is not populated on the device.
MIB.
• No MIBs returned data.
• The device received no MIB data.
• Device is unreachable due to a network problem.
• Device credentials do not contain a valid SNMP
community read string.
• SNMP response slow; data collection timed out.

Too many queries on a Cisco Unified CM 6.0 or later.

• The rate of queries on the Cisco Unified
Communications Manager exceeds the limit. Check the polling settings; they should not be less
than three minutes.
• An error has occurred in the data processing
stage.

Query exceeded time limit on Cisco Unified CM 6.0

• The Cisco Unified Communications Manager or later.
did not have enough time to handle the query
requests.
• An error has occurred in the data processing
stage.

Cisco Unity or Unity Express trunk utilization graphs Cisco Prime Collaboration must be configured
are not working. properly using the maximum capacity.

When working with performance graphs, remember the following:

• If you are not able to collect performance data and you do not see an error message (either a popup
message or a message in the log file) indicating the problem, you should verify the status of the device.
To do so, use the View/Rediscover/Delete Devices page. If the device is in the Unreachable state, verify
that the device's credentials are correct and rediscover the device.
• If a gray line or a gray area appears in a graph, hover your mouse over it to obtain a tool tip with an
explanation.

Unified CM Device Search

You can search for devices within a cluster, based on the search criteria you specify.
If you have deployed Cisco Prime Collaboration in MSP mode, search results depend on the global customer
selection.
To perform a device search, go to Device Inventory > UC Device Search.You can view the devices based
on the saved search criteria you select from the Saved Search drop-down list.

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Note The table displays only 200 entries. Therefore, we recommend that you use the filter criteria to the best
use to ensure that you get the desired result.
To create a new search criteria:

Step 1 Choose Device Inventory > UC Device Search.

Step 2 Select the Cluster from Cluster drop-down list.
You can also search for a device in the Cluster drop-down list.

Step 3 Click New Search.

Step 4 Enter the Criteria Name, Device Type, and Polling Interval
If you choose the devices only configured in the DB option, you cannot specify the polling interval or the other parameters,
except the device type. This option displays the devices in the Unknown state.
The same user cannot use the same search criteria name for the same cluster. The same user can have the criteria name
for a different cluster.

Step 5 For Custom Search, specify the status within call Manager, Device Model, and the Search with Name parameters.
The search criteria available vary based on the device type you chose.

Step 6 Click Search.

The search results are displayed in the page. The results get refreshed based on the polling interval you specify. You can
launch the Unified CM from the IP address link available in the IP Address column.
The search results also provides the following information:
• App Info— The information about the application.
• Configuration— This applies to H.323 Gateways.
• Port/Channel Status— Shows all the configured port or channels and their status. You can set the polling interval
to refresh this view.

This search does not get saved in the database and cannot be retrieved after you log out, unless you save the search. To
save the search, click the save icon.
You can also edit a search that you had saved. You can delete a search that you had created, even if it is unsaved. Use
the edit or delete icon to edit/delete the search. Fields that you cannot edit are disabled.
You can also view the destination status for SIP trunks. Select SIP Trunk from the Device Type drop-down list, enter
the Criteria Name, Polling Interval and click Search. Hover your mouse over the Name column and click the quick view
icon to launch the Destination Details pop-up window.
Note If you want to save the search criteria in Internet Explorer 10 or 11, you must enable Always Refresh from
Server option in the browser. To enable this option, press the F12. In the Internet Explorer tool bar menu, choose
Cache > Always refresh from server.

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SNMP Query
The SNMP query feature helps you to troubleshoot devices in your network.
You should perform SNMP query when:
• Devices in your network do not get into a managed state in Cisco Prime Collaboration.
• Devices in your network are not listed in Inventory Management.
• SNMP Polling is not happening successfully.
• Data collection for example for Diagnostics tests is not successful.

Prerequisite - Devices should be supported by Cisco Prime Collaboration.

For a list of devices supported by Cisco Prime Collaboration 11.0, see Supported Devices for Prime
Collaboration Assurance.
For a list of devices supported by Cisco Prime Collaboration 11.1, see Supported Devices for Prime
Collaboration Assurance.
To perform SNMP query:
1 Choose Device Inventory > SNMB MIB Query Tool.
2 Enter the IP Address, select and OID type from the OID drop-down list, and then do one of the following:
• Click the GET button - To know the return value of a particular OID. For example to know the
Interface Name or Interface Status.
Credentials are required to perform this task. If the device information is available in the Cisco Prime
Collaboration Assurance database, the details are auto-populated on the screen. Else, check the Enter
the Credentials check box, select an SNMP version from the version drop-down list, and enter the
details on the fields that appear.
• Click the Walk button - To get detailed information on the MIB of that device.
Credentials are required to perform this task. If the device information is available in the Cisco Prime
Collaboration Assurance database, the details are auto-populated on the screen. Else, check the Enter
the Credentials check box, select an SNMP version from the version drop-down list, and enter the
details on the fields that appear.

The information about the IOD appears as a table on the page.

Troubleshooting - SNMP credentials are not auto populated when:

• Discovery is not completed so credentials may not have been added in the Cisco Prime Collaboration
Assurance database yet.
• If device is in Unknown or Inaccessible state in Inventory Management.
• SNMP Credentials have not been configured on the device.

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 CHAPTER 15
Poll Devices
• Overview, page 163
• Polling Parameters— Settings, page 165
• View Polling Parameters, page 165
• Edit Polling Parameters, page 165

Overview
Polling devices at regular intervals help you detect devices and check their health. Managed network devices
are polled periodically to synchronize the device data with the Cisco Prime Collaboration database.
Cisco Prime Collaboration polls devices to:
• Check whether the devices are reachable
• Check whether the devices are up and running
• Display up-to-date device data

You can define polling values for groups. Devices can belong to system-defined or user-defined groups.
Devices can belong to multiple groups, and can have specific polling settings.

Note You cannot create a group in the Polling Parameters page. Groups are synchronized from default Device
Groups. See Device Group Selector for more information.

Cisco Prime Collaboration is configured with default settings for polling parameters. You can use the defaults,
edit them, or restore them at any time. Depending on how important a device group is, you can increase or
decrease the polling interval to do either of the following:
• Minimize the impact on the polled devices
• Enhance the resolution of the collected data

When Cisco Prime Collaboration polls devices, it receives data on the following parameters:

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 Overview

Environment Settings
Enables you to poll data for device power supply, fan, voltage, and temperature sensor.

Interface Settings
Enables you to poll data for device interfaces and ports; for example, device communication over HTTP.
Data polling from interfaces and ports are controlled at the device level; that is switches have a specific
polling setting, and this setting determines when the switch ports are polled.

System Settings
Enables you to poll data for device reachability, processor, CPU, and memory utilization.

Utilization
Enables you collect performance and capacity planning data that is used to view Performance Graphs.
You can access the performance graphs through the Topology view, Alarms & Events page, IP SLA
Voice Test page, Device 360 degree view, and Diagnostics Summary pages.

Application Settings
Enables you to poll data for device connectivity, system status, and call quality.

Service Settings
Service settings provide data for service issues, such as cluster connectivity and telephony configurations.

The polling parameters vary based on the device type that you select.
You can customize the polling interval for the parameters based on your business needs. However, we
recommend that you select the Use Best Practice labelled polling interval. For each of the polling setting,
you can also view the associated events when there is a threshold violation (Assurance Administration >
Event Customization > System). For event description and device type, see the Supported Alarms and Events
for Prime Collaboration Assurance.
If you do not want to poll any specific data, you can disable the polling settings using the Disable option.
Recommendations:
• You can customize the polling interval for the parameters based on your business needs. However we
recommend that you select the Use Best Practice labelled polling interval. For each of the polling setting,
you can also view the associated events when there is a threshold violation (Assurance Administration
> Event Customization > System). For event description and device type, see the Supported Alarms
and Events for Prime Collaboration Assurance page.
• The default polling internal is set to 4 minutes, however you can set it to 1 minute also. We recommend
that you set the polling interval to 1 minute for a few critical devices only. Setting the polling interval
to 1 minute for all devices impacts the performance adversely.
• If you do not want to poll any specific data, you can disable the polling settings using the Disable option.

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Polling Parameters— Settings

When you change the polling parameter settings, the changes are applied for the entire group and not just the
device. Polling Parameters are displayed in Assurance Administration > Polling Settings page, when you
select a Device Group.
From the Polling Parameters page, you can perform any of the following tasks:
• View Polling Parameters
• Edit Polling Parameters

View Polling Parameters

When you view polling settings for a device group, you can see the devices that are members of the device
group, and you can see the default and current values for the polling parameters.
To view polling parameters:

Step 1 Choose Assurance Administration > Polling Settings.

Step 2 Select a Device Group for which you can set polling parameters. (Generally, this is a device group that does not contain
subgroups.)
Step 3 When you are done viewing the polling parameters, close the window.

Edit Polling Parameters

When you edit Cisco Prime Collaboration polling parameters, you edit settings that are associated with device
groups, not with individual devices. When you have finished all changes to polling parameters (and thresholds
and priorities), apply all changes.
To edit polling parameters:

Step 1 Choose Assurance Administration > Polling Settings.

Step 2 Select a device group for which you can set polling parameters. (Generally, this is a device group that does not contain
subgroups.)
Step 3 Select the polling parameter that you want to edit, choose the appropriate value from the Polling Interval drop-down,
and click Enable.
Step 4 Repeat the following for each parameter that you want to edit:
a) Select a parameter type.

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b) Change the parameters appropriately for each setting.

Step 5 Click Save. Your changes will not go into effect until you apply them.
Step 6 When a confirmation dialog box appears, click OK.

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PART IV
Monitor Faults
• Configure Notifications, page 169
• Set Threshold Rules, page 187
• Monitor Alarms and Events, page 201
 CHAPTER 16
Configure Notifications
• Configure Notifications, page 169
• Notification Groups, page 170
• Notification Criteria, page 171
• Types of Notifications, page 171
• SNMP Trap Notifications, page 172
• Syslog Notifications, page 180
• Notifications Limited to Specific Alarms, page 181

Configure Notifications
Cisco Prime Collaboration displays event and alarm information in response to events that occur in the IP
Telephony and TelePresence environment and the IP fabric.
You can view events and alarms on Cisco Prime Collaboration dashboards, such as the alarms and events
browser. In addition, you can configure notifications to forward information about events to SNMP trap
collectors on other hosts, syslog collectors, and users.
Notifications monitor events on device roles, not on device components. For a list of supported events and
alarms, see Supported Alarms and Events for Prime Collaboration.
For each alarm, Cisco Prime Collaboration compares the alarms, devices, severity, and state against the
configured notification groups and sends a notification when there is a match. Matches can be determined by
user-configured alarm sets and notification criteria. The procedure for configuring notification criteria is
described in Add a Device Notification Group.
The following table lists values for severity and explains how the state of an alarm changes over time.

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Note You can change the event severity sent in notifications from the Cisco Prime Collaboration default value
to a user-defined value.
This table describes the alarm and event severity and status.

Table 33: Alarm and Event Severity and Status

Events Alarms
Severity

• Critical. • Critical
• Major • Major
• Minor • Minor
• Warning. • Warning
• Informational—If any event is cleared, • Cleared
its severity changes to informational.
Some events, by default, have severity as
Informational.

Status

• Active—The event is live. • Acknowledged—A user has manually

acknowledged the alarm. A user can acknowledge
• Cleared—The event is no longer active.
only active events.
• Cleared—The alarm is no longer active.
• Active—The alarm is live.
• User Cleared

Notification Groups
A notification group is a user-defined set of rules for generating and sending notifications.
The following table describes the contents of a notification group.

Table 34: Notification Groups

Item Description
Notification criterion A named set of reasons to generate a notification.

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Item Description
Notification type The type of notification to send: SNMP trap, e-mail, or syslog.

Notification recipients Hostnames and ports for systems that listen for SNMP traps,
syslog messages, or e-mail addresses.

Daily subscription activity period The hours during which Cisco Prime Collaboration should use
this subscription while monitoring the events for which to send
notifications.

Notification Criteria
Notification criteria define what you want to monitor for the purpose of sending notifications. A notification
criterion is a user-defined, named set of devices or phones, and events of a particular severity and status. You
must specify notification criteria to configure a notification group.
Cisco Prime Collaboration supports device-based notification criterion. The following table describes the
device-based notification criterion.

Table 35: Notification Criterion

Item Description
Devices The devices, device groups, or clusters that you want to monitor.

Alarm sets (Optional). One or more groups of alarms that you want to
monitor. See Notifications Limited to Specific Alarms.

Alarm severity and status One or more alarm severity levels and status.

You can also customize the names and severity of the Notifications Limited to Specific Alarms device-based
events displayed by Notifications.

Types of Notifications
Cisco Prime Collaboration provides three types of notification: SNMP trap, e-mail, and syslog. When you
configure a notification group, you specify one or more types of notification to send and you must also specify
recipients for each type of notification.
The following table describes the types of notification.

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Table 36: Notification Types

Type Description
SNMP Trap Notifications Cisco Prime Collaboration generate traps for alarms and events and
sends notifications to the trap receiver. These traps are based on
events and alarms that are generated by the Cisco Prime
Collaboration Assurance server. CISCO-EPM-NOTIFICATION-MIB
defines the trap message format.
Using SNMP trap notification is different from forwarding raw traps
to another server before they have been processed by Cisco Prime
Collaboration.
Note Cisco Prime Collaboration supports SNMP version 1
(SNMPv1) and SNMPv2 traps for polling and receiving.
Cisco Prime Collaboration forwards traps as SNMPv2
traps. However, trap processing with SNMPv3 is not
supported in Cisco Prime Collaboration.
See SNMP Trap Notifications for details on mapping between the
MIB OIDs to the relevant value that is assigned by Cisco Prime
Collaboration for alarms and events.

E-Mail Notifications Cisco Prime Collaboration generates e-mail messages containing

information about the alarms. When you create an e-mail
subscription, you can choose whether to include the subject line only
or the complete e-mail message.
In a NAT environment, the Private IP Address of the device is also
displayed.
If you have installed Cisco Prime Collaboration in MSP mode, you
can see the customer to which the device belongs to.

Syslog Notifications Cisco Prime Collaboration generates syslog messages for alarms
that can be forwarded to syslog daemons on remote systems.
In a NAT environment, the Private IP Address of the device is also
displayed.
If you have installed Cisco Prime Collaboration in MSP mode, you
can see the customer to which the device belongs to.
See Syslog Notifications for sample syslog messages and description.

SNMP Trap Notifications

When an alarm or an event is received in the Cisco Prime Collaboration Assurance server, it is converted to
the trap format defined in the CISCO-EPM-NOTIFICATION-MIB. Other MIB objects are not supported. All
the trap receivers receive the same traps in same trap format.
The CISCO-EPM-NOTIFICATION-MIB can be downloaded from Cisco.com .

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The table below describes the mapping between the MIB OIDs to the relevant value that is assigned by Cisco
Prime Collaboration for alarms.

Table 37: CISCO-EPM-NOTIFICATION-MIB Summary for Alarms

Trap Field Name OID Type Prime Content as in Trap

Collaboration Forwarder (EPM MIB)
Alarm
cenAlarmIndex 1.3.6.1.4.1.9.9.311.1.1.2.1.1 Unsigned32 - MIB index

cenAlarmVersion 1.3.6.1.4.1.9.9.311.1.1.2.1.2 SnmpAdmin - The version of this MIB.

String The version string will be
of the form major version
. minor version .
Note Always set to
9.0
cenAlarmTimestamp 1.3.6.1.4.1.9.9.311.1.1.2.1.3 Timestamp Timestamp The time when the alarm
was triggered.

cenAlarmUpdatedTimestamp 1.3.6.1.4.1.9.9.311.1.1.2.1.4 Timestamp lastmodified The last time when the

timestamp alarm was modified.

cenAlarmInstanceID 1.3.6.1.4.1.9.9.311.1.1.2.1.5 SnmpAdmin ID The unique alarm ID

String generated by Cisco Prime
Collaboration.

cenAlarmStatus 1.3.6.1.4.1.9.9.311.1.1.2.1.6 Integer32 lastcleartime Indicates whether the

alarm is active (1) or
cleared (2)

cenAlarmStatus 1.3.6.1.4.1.9.9.311.1.1.2.1.7 SnmpAdmin lastcleartime A short description of the

Definition String status of the alarm:
• 1-Active
• 2-Cleared

cenAlarmType 1.3.6.1.4.1.9.9.311.1.1.2.1.8 Integer - The alarm type is direct

(2).

cenAlarmCategory 1.3.6.1.4.1.9.9.311.1.1.2.1.9 Integer32 category The alarm categories. It is

represented as an integer
value.

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cenAlarmCategory 1.3.6.1.4.1.9.9.311.1.1.2.1.10 SnmpAdmin category This is a string

Definition String representation of
AlarmCategory
(number,description):
• 3,Endpoint-Hardware
alarms (peripheral
errors) in all
endpoints.
• 4,Network
Devices-Hardware
alarms (interface
errors) in all network
devices.
• 5,Service
Infrastructure-Alarms
in call and session
control (Cisco
Unified CM and
VCS), management
(CTS-Manager and
TMS), multipoint
switches (CTMS),
and multipoint
control units (TPS,
MCU).
• 6,Session-Endpoints
alarms (that are part
of the session) and
network alarms
(jitter, latency, or
drop).

cenAlarmServer 1.3.6.1.4.1.9.9.311.1.1.2.1.11 InetAddress Type - The type of Internet

AddressType address at which the server
that is generating this trap,
is reachable. This value is
set to 1 for IPv4
management.

cenAlarmServer 1.3.6.1.4.1.9.9.311.1.1.2.1.12 InetAddress - Cisco Prime Collaboration

Address IP address.

cenAlarmManaged 1.3.6.1.4.1.9.9.311.1.1.2.1.13 SnmpAdmin Source Entity type of the source,

ObjectClass String such as CTS, Cisco VCS,
and so on.

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cenAlarmManaged 1.3.6.1.4.1.9.9.311.1.1.2.1.14 InetAddress Type Source The type of Internet

ObjectAddressType address at which the
managed device is
reachable. This value is set
to 1 for IPv4 management.

cenAlarmManaged 1.3.6.1.4.1.9.9.311.1.1.2.1.15 InetAddress Source IP Address of the managed

ObjectAddress object.

cenAlarmDescription 1.3.6.1.4.1.9.9.311.1.1.2.1.16 OctetString Description A detailed description of

the alarm.

cenAlarmSeverity 1.3.6.1.4.1.9.9.311.1.1.2.1.17 Integer32 Severity Indicates the severity of

the alarm using an integer
value. The valid integers
are 0 - 7.

cenAlarmSeverity 1.3.6.1.4.1.9.9.311.1.1.2.1.18 OctetString Severity Alarm severity string

Definition representation
(number,description):
• 0,critical
• 1,major
• 2,minor
• 3,warning
• 4,info
• 5,normal
• 6,unknown
• 7,cleared

cenAlarmTriageValue 1.3.6.1.4.1.9.9.311.1.1.2.1.19 Integer32 - Not used.

cenEventIDList 1.3.6.1.4.1.9.9.311.1.1.2.1.20 OctetString - List of event IDs that led

to this alarm.

cenUserMessage1 1.3.6.1.4.1.9.9.311.1.1.2.1.21 SnmpAdmin isacknowledged Indicates whether the

String alarm is acknowledged or
unacknowledged.

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cenUserMessage2 1.3.6.1.4.1.9.9.311.1.1.2.1.22 SnmpAdmin previous Previous severity of the

String Severity alarm. For example,
assume that while the
session was in-progress, a
major alarm was triggered.
After the session is
complete, the session
alarm is automatically
Cleared. The alarm
severity displays Major
because the previous alarm
severity for this session
was Major.

cenUserMessage3 1.3.6.1.4.1.9.9.311.1.1.2.1.23 SnmpAdmin - Not used.

String

cenAlarmMode 1.3.6.1.4.1.9.9.311.1.1.2.1.24 Integer - 2-alert. Indicates this trap

is either an alarm or event
notification.

cenPartitionNumber 1.3.6.1.4.1.9.9.311.1.1.2.1.25 Unsigned32 - Not used.

cenPartitionName 1.3.6.1.4.1.9.9.311.1.1.2.1.26 SnmpAdmin - Not used.

String

cenCustomer 1.3.6.1.4.1.9.9.311.1.1.2.1.27 SnmpAdmin ownerid In the Enterprise mode, the

Identification String Customer Identification
details entered in the Cisco
Prime Collaboration
notification user interface
is displayed.
In the MSP mode, the
customer name will be
displayed.

cenCustomerRevision 1.3.6.1.4.1.9.9.311.1.1.2.1.28 SnmpAdmin - Not used.

String

cenAlertID 1.3.6.1.4.1.9.9.311.1.1.2.1.29 SnmpAdmin id The Unique alarm ID

String assigned by Cisco Prime
Collaboration. See the
Cisco Prime Collaboration
Supported Alarms and
Events table for the
assigned alarm IDs.

The following table describes the mapping between the MIB OIDs to the relevant value that is assigned by
Cisco Prime Collaboration for events.

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Table 38: CISCO-EPM-NOTIFICATION-MIB Summary for Events

Trap Field Name OID Type Prime Content as in Trap

Collaboration Forwarder (EPM MIB)
Event
cenAlarmIndex 1.3.6.1.4.1.9.9.311.1.1.2.1.1 Unsigned32 - MIB index
cenAlarmVersion 1.3.6.1.4.1.9.9.311.1.1.2.1.2 SnmpAdmin String - The version of this MIB.
The version string will be
of the form major version
. minor version .
Note Always set to
9.0
cenAlarmTimestamp 1.3.6.1.4.1.9.9.311.1.1.2.1.3 Timestamp Timestamp The time when the event
was triggered.
cenAlarmUpdatedTimestamp 1.3.6.1.4.1.9.9.311.1.1.2.1.4 Timestamp - Not used.
cenAlarmInstanceID 1.3.6.1.4.1.9.9.311.1.1.2.1.5 SnmpAdmin String ID The unique event ID
generated by Cisco Prime
Collaboration.
cenAlarmStatus 1.3.6.1.4.1.9.9.311.1.1.2.1.6 Integer32 - Not used.
cenAlarmStatus 1.3.6.1.4.1.9.9.311.1.1.2.1.7 SnmpAdmin String - Not used.
Definition
cenAlarmType 1.3.6.1.4.1.9.9.311.1.1.2.1.8 Integer - The event type is direct
(2).
cenAlarmCategory 1.3.6.1.4.1.9.9.311.1.1.2.1.9 Integer32 category The event categories. It is
represented as an integer
value.

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cenAlarmCategory 1.3.6.1.4.1.9.9.311.1.1.2.1.10 SnmpAdmin String category This is a string

Definition representation of
AlarmCategory
(number,description):
• 3,Endpoint-Hardware
events (peripheral
errors) in all
endpoints.
• 4,Network
Devices-Hardware
events (interface
errors) in all network
devices.
• 5,Service
Infrastructure-events
in call and session
control (Cisco
Unified CM and
VCS), management
(CTS-Manager and
TMS), multipoint
switches (CTMS),,
and multipoint
control units (TPS,
MCU).
• 6,Session-Endpoints
events (that are part
of the session) and
network events
(jitter, latency, or
drop).

cenAlarmServer 1.3.6.1.4.1.9.9.311.1.1.2.1.11 InetAddress Type - The type of Internet

AddressType address at which the server
that is generating this trap,
is reachable. This value is
set to 1 for IPv4
management.
cenAlarmServer 1.3.6.1.4.1.9.9.311.1.1.2.1.12 InetAddress - Prime Collaboration IP
Address address.
cenAlarmManaged 1.3.6.1.4.1.9.9.311.1.1.2.1.13 SnmpAdmin String Source Entity type of the source,
ObjectClass such as CTS, Cisco VCS,
and so on.

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cenAlarmManaged 1.3.6.1.4.1.9.9.311.1.1.2.1.14 InetAddress Type Source The type of Internet

ObjectAddressType address at which the
managed device is
reachable. This value is set
to 1 for IPv4 management.
cenAlarmManaged 1.3.6.1.4.1.9.9.311.1.1.2.1.15 InetAddress Source IP Address of the managed
ObjectAddress object.
cenAlarmDescription 1.3.6.1.4.1.9.9.311.1.1.2.1.16 OctetString Description A detailed description of
the event.
cenAlarmSeverity 1.3.6.1.4.1.9.9.311.1.1.2.1.17 Integer32 Severity Indicates the severity of
the event using an integer
value. The valid integers
are 0 - 7.
cenAlarmSeverity 1.3.6.1.4.1.9.9.311.1.1.2.1.18 OctetString Severity Alarm severity string
Definition representation (number,
description):
• 0,critical
• 1,major
• 2,minor
• 3,warning
• 4,info
• 5,normal
• 6,unknown
• 7,cleared

cenAlarmTriageValue 1.3.6.1.4.1.9.9.311.1.1.2.1.19 Integer32 - Not used.

cenEventIDList 1.3.6.1.4.1.9.9.3111.1.2.1.20 OctetString - Not used.
cenUserMessage1 1.3.6.1.4.1.9.9.311.1.1.2.1.21 SnmpAdmin String - Not used.
cenUserMessage2 1.3.6.1.4.1.9.9.311.1.1.2.1.22 SnmpAdmin String - Not used.
cenUserMessage3 1.3.6.1.4.1.9.9.311.1.1.2.1.23 SnmpAdmin String - Not used.
cenAlarmMode 1.3.6.1.4.1.9.9.311.1.1.2.1.24 Integer - 3-event. Indicates this trap
is either an alarm or event
notification.
cenPartitionNumber 1.3.6.1.4.1.9.9.311.1.1.2.1.25 Unsigned32 - Not used.
cenPartitionName 1.3.6.1.4.1.9.9.311.1.1.2.1.26 SnmpAdmin String - Not used.
cenCustomer 1.3.6.1.4.1.9.9.311.1.1.2.1.27 SnmpAdmin String - Not used.
Identification
cenCustomerRevision 1.3.6.1.4.1.9.9.311.1.1.2.1.28 SnmpAdmin String - Not used.

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cenAlertID 1.3.6.1.4.1.9.9.311.1.1.2.1.29 SnmpAdmin String - Not used.

Syslog Notifications
Syslog messages have a limitation of 1,024 characters (including the heading). Any syslog-based event details
may not contain the full information due to this syslog limitation. If the syslog message exceeds this limitation,
it is truncated to 1,024 characters by the syslog sender.
The following is a sample syslog message generated by the Cisco Prime Collaboration Assurance server for
an alarm.
Local7.Emerg 10.78.110.27 Feb 19 14:42:49 pcollab-44798 pcollab-44798:
%local7-0-ALARM: 14$Description=Device temperature or voltage is outside the normal operating
range.
When an OutofRange event is generated, you will normally also see fan, power supply, or
temperature
events.::Status=1,active^Severity=critical^Acknowledged=no^AlarmURL=https://10.78.110.27/emsam/index.html
#pageId=com_cisco_ifm_web_page_alarms&queryParams=Id%3D84837&forceLoad=true^Device Work
Center=
https://10.78.110.27/emsam/index.html#pageId=com_cisco_emsam_page_inventory&deviceId=3681728
^CUSTOMER=customer2^CUSTREV=2,324^Default Alarm Name=OutofRange^Managed Object=150.50.3.2
^Managed Object Type=Router^MODE=2;Alarm ID=84837^Component=150.50.3.2/8<000><000>
This table describes the syslog notification parameters based on the above example:

Table 39: Syslog Notification Description

Parameter Description
Local7.Emerg 10.78.110.27 Feb IP address and hostname of the Cisco Prime Collaboration Assurance
19 14:42:49 pcollab-44798 server where the syslog is generated
pcollab-44798

%local7-0-ALARM
• Syslog Facility data: %local7
• Severity: 0-Critical, 1-Major, 2-Minor, and 3-Warning
• Type is Alarm

14 Calendar year

Description Alarm description

Status=1,active Status of alarm; where 1 is active and 2 is cleared

Severity Severity of alarm

Acknowledged Indicates whether alarm is acknowledged or not

AlarmURL URL to launch the Alarm page

Inventory Management URL to launch the Inventory Management page

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Parameter Description
SESSIONDIAGNOSTICS URL to launch Session Diagnostics page, if it is a sessionalarm

CUSTOMER Customer ID defined while configuring the notification

CUSTREV Customer revision defined while configuring the notification

Default Alarm Name Alarm name

Managed Object IP address or hostname of the device, where an alarm is raised

Managed Object Type Device type, such as router, endpoint and so on

MODE Indicates if the syslog message is an alarm (2)

Alarm ID Unique ID for alarm

Component Device component where the alarm is raised

Notifications Limited to Specific Alarms

In some cases, you might want to send notifications for only a subset of the alarms that Cisco Prime
Collaboration monitors. You can set the alarm that are of interest to you when you define the notification
criterion:
• Specify an alarm set for a device-based notification criterion. You can create as many alarm sets as you
would like.

You can use alarm sets to:

• Limit the number of alarm that Cisco Prime Collaboration notification monitors. When you do not use
alarm sets, Cisco Prime Collaboration notification monitors all alarms to determine whether to send a
notification.
• Aggregate the notifications that you want to send to different destinations. For example, you can create
separate alarm sets for each of the following purposes:
◦Limit the amount of e-mail notification sent to specific individuals or departments to only those
for certain alarms.
◦Write all occurrences of particular alarm to syslog.
◦Send SNMP traps when certain alarms occur.

When you create device-based notification criteria, you must include an alarm set as one of the criteria. The
default alarm set, All, includes all alarms.

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Add an Alarm Set

You can create alarm sets for which you can set up notifications.
To add and edit an Alarm set:

Step 1 Choose Assurance Administration > Notification Setup.

Step 2 Click Custom Notification and enter the details.
Note When you create an alarm set that has several alarms, you might need to use multiple search criteria. In such
situations, you need to use the Advanced Filtering option to enter multiple search criteria using the + icon, with
Match selection as Any. The Quick Filter option might not work as desired.
Step 3 Click Add and provide the necessary information
Step 4 Click Save to save your changes.

Add a Device Notification Group

Perform the following procedure to add and edit device notification groups.

Note You can use existing notification groups as templates for creating new notification groups.

Step 1 Choose Assurance Administration > Notification Setup, then select Custom Notification.
Step 2 Click Add to add a new criterion.
Step 3 In The New Device-Based Criterion wizard add the information in the Define General Information page:
Based on your mode of deployment, you can create domain-specific or customer-specific device notification groups. In
the New Device-Based Criterion wizard, enter the required details and select a domain from the AssuranceAssociate to
Domain drop-down list or a customer from the Customer drop-down list.
Note The Super administrator has access to all domains and can create notification groups for a domain or all the
domains.

Step 4 Click Next.

The Select Devices/Device Groups pane is displayed.
If you have installed Cisco Prime Collaboration in MSP mode, the devices displayed will depend on the customer(s) you
have selected from the global Customer Selection field.
If you check the check box for New devices that will be added to all the groups should automatically be a part of the
group, the devices that are added to or deleted from Cisco Prime Collaboration, are also added to or deleted from the
notification criterion. This happens when the notification criterion includes a device group that the devices belong to.
Uncheck to maintain a static list of devices for any device groups included in the notifications criterion.

Step 5 Click Add.

Step 6 In the Select Device/Device Groups window, expand device group folders and select check boxes for one or more devices,
device groups, or clusters.

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If you select a device group, the notification criterion will stay up-to-date when devices are added or deleted from Cisco
Prime Collaboration only if you also select the Include updates to group membership check box. New devices that will
be added to all the groups should automatically be a part of the group

Step 7 Click Next.

Step 8 In the Set up Destination pane, add the following information:
Step 9 Click Next.
Step 10 Review the information in the summary, then click Save.
After you save the device notification group, the details that you entered in the New Device-Based Criterion wizard is
displayed in the Assurance Notification Criteria page. The Assurance Domain column depicts the domain to which the
notification group belongs and the Customer column depicts the customer to which the notification group belongs.

General Information Field Descriptions

This table describes the fields in the General Information window.

Table 40: Add General Information

Graphical User Interface Description

Element
Criterion Name field Enter a name for the notification criterion.

Customer Identification Enter any desired identifying information. If you leave this field empty, it
field remains blank in e-mail and syslog notifications.
In SNMP trap notifications, it is displayed as follows:

Customer ID: -

Customer Revision field Enter any desired identifying information. If you leave this field blank, it remains
blank in e-mail and syslog notifications.
In SNMP trap notifications, it is displayed as follows:

Customer Revision: *

Alarm Set Type list box Choose one.

Alarm Severity check Check none, one, or more of the following:

boxes
• Critical.
• Major
• Minor
• Warning

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Graphical User Interface Description

Element
Alarm Status check boxes Check none, one, or more of the following:
• Active.
• Acknowledged.
• Cleared.
• User Cleared

OperationInterval Click the Always radio button to schedules the notification group to always be
active.
Choose the hours of the day during which you want this notification group to
be active:
• From: HH:MM—Choose hour and minute that the subscription becomes
active.
• To: HH:MM—Choose the last hour and minute during which the
subscription is active.

By default, the values are from 00:00 to 00:00 and the subscription is active
for 24 hours.
Use this field, for example, to send e-mail notifications during one shift and
not during another.

Set up Destinations Field Descriptions

This table describes the fields in the Set up Destinations page.

Table 41: Set Up Destination

Graphical User Interface Description

Element
Include Link to Check to include URLs in the notification from which users can directly open
Notification Details check the relevant page in Cisco Prime Collaboration for more information.
box Uncheck to omit URLs from notifications.

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Graphical User Interface Description

Element
Subscription Type radio Click one at a time to enter data for each subscription type that you want to
buttons include in this subscription:
• Trap—Enter data in the Trap Subscription Type fields.
• E-Mail—Enter data in the E-Mail Subscription Type fields.
• Syslog—Enter data in the Syslog Subscription Type fields.

Cisco Prime Collaboration does not save the data you enter until you click
Finish on the Subscription: Summary page. To go to the Subscription: Summary
page, click Next.

Trap Subscription Type fields

IP Address/Fully Qualified Enter an IP address or Fully Qualified Domain Name (FQDN) of the host.
Domain Name editable
column

Port editable column Enter a port number on which the host can receive traps. A valid port value is
a number from 0 to 65,535. You can enter the default port number value 162.

Comments editable column (Optional) Enter a comment.

E-Mail Subscription Type fields

SMTP Server field Enter a fully qualified DNS name or IP address for a Simple Mail Transfer
Protocol (SMTP) server. (The name of the default SMTP server might already
be displayed.)
To select from any nondefault SMTP servers in use by existing subscriptions,
click the SMTP Servers button.
For instructions on how to configure a default SMTP server, see Setting
System-Wide Parameters Using System Preferences.

Sender Address field Enter the e-mail address that notifications should be sent from. If the sender’s
e-mail service is hosted on the SMTP server specified, you need enter only the
username. You do not need to enter the domain name.

Recipient Address(es) field Enter one or more e-mail addresses that notifications should be sent to,
separating multiple addresses with either a comma or a semicolon.
If a recipient’s e-mail service is hosted on the SMTP server specified, you need
to enter only the username. You do not need to enter the domain name.

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Graphical User Interface Description

Element
Send Recipient(s) Subject Check to include only the subject in the e-mail message.
Only check box Uncheck to send a fully detailed e-mail message (default).
For Cisco Prime Collaboration Release 11.1 and later
Note You will get an e-mail notification with the subject line in the following
format :
[PC-ALERT-CLUSTERNAME] DEVICE IP : EVENTNAME :
SEVERITY.
For example: [PC-ALERT-CPCM-Ent-Cluster]50.0.50.230:Gatekeeper
Registration Failure:CRITICAL
CLUSTERNAME is included in the subject line for Unified
Communications Manager and Cisco VCS only. For all other device
types CLUSTERNAME is left empty.
If the DEVICE IP or CLUSTERNAME is not available, it is left empty.
Syslog Subscription Type fields

IP Address/Fully Qualified Enter an IP address or Fully Qualified Domain Name (FQDN) of the host.
Domain Name editable
column

Port editable column Enter a port number on which the syslog daemon is listening. A valid port value
is a number from 0 to 65,535. You can enter the default port number value 514.
The syslog daemon on the remote system (hostname) must be configured to
listen on a specified port.

Comments editable column (Optional) Include comments.

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 CHAPTER 17
Set Threshold Rules
This section explains how to customize alarms and events to suit your business needs.

• Threshold Rules, page 187

• Configure TelePresence Endpoint Thresholds—Global, page 189
• Overview of Device Pool Thresholds, page 190
• Edit Device Pool Thresholds, page 191
• Overview of Voice Call Grade Settings, page 192
• Add Dynamic Syslogs, page 192
• Correlation Rules, page 194
• Create Custom Events, page 197
• System, page 199

Threshold Rules
You can configure the devices to generate events when certain parameters cross predefined thresholds. You
can perform the settings at Assurance Administration > Event Customization > Threshold Rules.
The threshold rules page contains two tabs—Basic and Advanced. The Basic tab lists the inline events in
Cisco Prime Collaboration that you can raise or suppress.
The Advanced tab lists all the available events and also allows you to create custom events. To create custom
events: click Add Event; select a cluster or device from the drop-down; enter the required details; and click
Save.
For Cisco Prime Collaboration Release 11.1 and later
You can search for a device from the Cluster or Device drop-down list.
For each of the events listed in both these tabs, you can add or edit custom threshold by expanding the event
and clicking Custom Rule. In the Basic tab, you can only create threshold based on the device type selected
whereas in the Advanced tab, you can also set threshold rules, such as scheduling alerts, setting frequency,
severity, and so on, for the thresholds that you create. You can add, edit, or delete the custom threshold rules

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at the device level or device type level. For the changes to apply for all devices, check the Apply for All
Devices check box.
For Cisco Prime Collaboration Release 11.1 and later
In both Basic and Advanced tabs, you can add additional information about events in Notes for Email and
the note should not exceed 1000 characters. You can also edit or delete the note in Notes for Email using
Edit or Delete link. When you edit the note, keep minimum of one character in the Notes for Email. This
additional information is sent as an email notification.
We do not recommend you to add special characters like dollar ($), vertical bar (|), and tilde (~) in Notes for
Email.
On clicking the Custom Rule in the Advanced tab, the Add Alert Settings page is displayed. Select the Device
Type, Cluster, and click Next. In the Add Threshold Rules tab, enter the required details and click Save.
Apart from adding events and thresholds, you can also perform the actions mentioned in the table below:

Actions Basic Advanced

Change Severity Yes Yes
Check the box against Name—To Check the box against Name—To
select all the events; or check the select all the events; or check the
boxes of the events of your choice boxes of the events of your choice
and click Change Severity. and click Change Severity.
You can also change the severity
of custom threshold using the
Custom Rule option and that of
custom event using the Edit
Threshold option.

Raise or Suppress events Yes Yes

Check the box against Name—To Check the box against Name—To
select all the events; or check the select all the events; or check the
boxes of the events of your choice boxes of the events of your choice
and click Raise or Suppress. and click Raise or Suppress.

Raise or Suppress thresholds Yes Yes

Expand the event, select threshold, Expand the event, select threshold,
and select Raise, or Suppress from and select Raise, Suppress, or
the drop-down. Conditional from the drop-down.

Edit, Reset, and Delete existing No Yes

thresholds You can edit or reset the threshold To edit or reset the threshold,
settings, but cannot delete. expand the event, edit the threshold
settings, and click Save Changes.
To edit or reset the threshold,
expand the event, edit the threshold You can delete only the custom
settings, and click Save Changes. thresholds. To delete a threshold,
expand the event, select the
threshold, and click Delete.

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Edit or Delete Events No Yes

Expand the event, edit the settings,
and click Save.
You can delete only the custom
events. To delete an event, select
the check box and click Delete.

Clone for events No Yes

Click Clone, fill in the details, and
click Save.
Note You can use the clone
option only for CVP and
Unified CCE devices. This
option is disabled for
events of the other device
types such as
Communication Manager,
Media Sense, IM and
Presence, Finesse, and so
on.

Configure TelePresence Endpoint Thresholds—Global

You can set up Cisco Prime Collaboration to have events generated when the threshold value exceeds the
configured limit for Rx packet loss, jitter, or latency for all TelePresence devices.
To configure thresholds for TelePresence endpoints:

Step 1 Choose Assurance Administration > Session Path Threshold Settings.

Step 2 Modify the values for Rx Packet Loss, Average Period Jitter or DSCP and click Save.
You can also modify the Polling Interval for the thresholds. If you want to reset the values to default, click Reset to
Default.
When the TelePresence threshold value exceeds the defined value, you can enable to start automatic troubleshooting.
Go to Assurance Administration > Event Customization > Threshold Rules; in the Basic tab, expand the Jitter, Packet
loss or Latency event and choose Minor, Major, or Critical from the Automatic Troubleshooting drop-down list. To
disable, choose Disabled from the drop-down list.

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 Overview of Device Pool Thresholds

Configure TelePresence Endpoint Threshold—Device Level

Perform the following procedure to configure the thresholds for Cisco TelePresence endpoints at a device
level, if you do not want the thresholds to be applied at a global level.

Step 1 Choose Assurance Administration > Event Customization > Threshold Rules.
Step 2 In the Basic tab, expand the Jitter, Packet loss or Latency event and modify the values for Minor, Major, and Critical
Thresholds.
You also have the option to Raise or Suppress the event.

Step 3 Click Save Changes.

You can also apply the changes to all the devices of a device type or for selected devices of a device type. To do this,
click Custom Rule and select the Device Type. To apply for all the devices, select All Devices of this Type. To apply
the changes for selected devices, click Select Devices, select the devices of your choice and click Save.
To search for a device, select Quick Filter from the Show drop-down list and type the Host Name or IP Address of that
device.

Enable Automatic Troubleshooting for TelePresence Endpoints

Perform the following procedure to enable automatic troubleshooting of a session when the threshold value
exceeds the limit, for packet loss, jitter, and/or latency.

Step 1 Choose Assurance Administration > Event Customization > Threshold Rules.
Step 2 In the Basic tab, expand the Jitter, Packet loss or Latency event and choose Minor, Major, or Critical from the Automatic
Troubleshooting drop-down list.
To disable, choose Disabled from the drop-down list.

Overview of Device Pool Thresholds

A device pool is a logical group of devices. It provides a convenient way to define a set of common
characteristics that can be assigned to devices, for example, the region in which the devices are located.
Within Cisco Prime Collaboration, device pools are displayed only after a cluster discovery is completed. If
no device pools display in the thresholds window, schedule the inventory to run. By default, cluster device
discovery is not scheduled.

Note If there are no devices attached to a device pool, Cisco Prime Collaboration does not display the device
pool even after completing the cluster device discovery.

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 Edit Device Pool Thresholds

The device pool threshold settings in Cisco Prime Collaboration allow the user to configure the amount of
aggregated events.
• If you raise the default or current percentage settings for any of the device pool thresholds, you decrease
the amount of aggregated events you will receive.
• If you lower the default or current percentage settings for the device pool threshold, you will receive
more aggregated events from this device pool.

If the number of impacted phones is equal to the threshold value, Cisco Prime Collaboration raises one service
quality event.
For example, if the device pool contains 100 phones and 10 phones are impacted with a network problem,
when the device pool threshold is set to 10% you will receive one aggregated event about this device pool.
After an aggregated event is raised, no other aggregated events will be sent until this event is cleared. To clear
an aggregated event, all individual device or service quality events must be cleared first.
If you have deployed Cisco Prime Collaboration in MSP mode, the device pools that are displayed belong to
the customer(s) you have selected using the global Customer Selection field.
Cisco Prime Collaboration considers these device pool threshold events as device events and not service level
events.

Edit Device Pool Thresholds

Perform the following procedure to view and configure device pool thresholds by using Cisco Prime
Collaboration.

Step 1 Select Assurance Administration > Event Customization > Correlation Rules.
Step 2 Select PhoneUnregThresholdExceeded or ServiceQualityThresholdCrossed device pool.
If no device pools appear in this window, schedule the cluster inventory to run.

Step 3 Click the check box next to the device pool you want to view or edit.
Step 4 Click Edit.
Step 5 To edit the current default thresholds:
a) Select a group, change the default threshold, and click Edit.
b) In the Phone Unregistration Threshold/Service Quality Threshold dialog box edit the threshold and click Update.
To reset all parameter types with Cisco Prime Collaboration default settings:
c) Check the check box for All Device Pools/CMEs and click Revert.
d) Click Yes.
Although the changes are saved in the database, they are not yet applied to the IP fabric.

Step 6 Click Save, then click Apply.

To be notified automatically when you receive this type of aggregated event, you can set up a notification to have an
email sent when this event is raised. For details on how to set up a notification email, see Configure Notifications section
in Cisco Prime Collaboration Assurance Guide - Advanced.

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 Overview of Voice Call Grade Settings

Overview of Voice Call Grade Settings

The voice quality grading is performed based on Severely Conceal Seconds Ratio (SCSR) (%). It helps you
to get better call quality measurement throughout the entire call duration than MOS based grading. It also
supports various audio codecs especially wide-band codec. For more information on MOS to SCSR(%) change,
see Cisco Prime Collaboration Assurance and Analytics: Grade VoIP Calls for Efficiency and Reliability
White Paper.
The call is categorized as long call/short call based on duration of call. If the duration of the call is greater
than or equal to 20 seconds then it is long call and the duration of the call is less than 20 seconds then it is
short call.
You can update the threshold value for long call SCSR (%) and short call SCSR (%). The threshold settings
for short call SCSR (%) and long call SCSR (%) are different. The following table details the available call
grades:
Call Grade Explanation

Poor If the SCSR (%) value of call is greater than threshold

value of long call SCSR (%) or short call SCSR (%)
then call grade is Poor.

Acceptable If the SCSR (%) value of call is greater than or equal

to threshold value of long call SCSR (%) or short call
SCSR (%) then call grade is acceptable.

Good If the SCSR (%) value of call is less than threshold

value of long call SCSR (%) or SCSR (%) then call
grade is good.

To configure the threshold settings for long call SCSR (%) or short call SCSR (%), choose Assurance
Administration > CDR Analysis Settings > Configure Voice Call Grade and enter the threshold values in
the appropriate fields. If you want to reset the threshold values to default settings, click Reset to Default.

Add Dynamic Syslogs

Cisco Prime Collaboration enables you to add unsupported syslogs. You must get the exact syslog details
from the device before you use the syslog in Cisco Prime Collaboration; for example, you must enter the exact
syslog name. The syslog name you enter is taken as the event name.
You can set the severity and the time by which the syslog must be cleared.

Note Dynamic Syslog supports all the devices except TP_CONDUCTOR and non-Cisco devices.

We recommend that you do not add:

• Syslogs that are likely to create an excessive load on Cisco Prime Collaboration due to a possible flood
of syslogs.

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 Add Dynamic Syslogs

• More than 20 syslogs.

For Cisco Prime Collaboration Release 11.1 and later

You can add additional information about events or alarms in Notes for Email and the note should not exceed
1000 characters. You can also edit or delete the note in Notes for Email using Edit or Delete link. When you
edit the note, keep minimum of one character in the Notes for Email. This additional information is sent as
an email notification.
We do not recommend you to add special characters like dollar ($), vertical bar (|), tilde (~) in Notes for
Email.
To add syslogs:

Step 1 Choose Assurance Administration > Event Customization > Syslog Rules.
Step 2 Click Add Event.
The New Syslog Event window opens. Enter the following:
• Syslog Name
• Event Description
• Event Severity
• Event Clear Interval

Step 3 (Optional) Check the Raise Event for Each Occurrence check box.
Use this option judiciously. Cisco Prime Collaboration raises an event for each syslog. If syslogs are raised with unique
details each time, this is a feasible option.

Step 4 Click Save.

You can:
• Use the Edit option to change the event name, severity, and check or uncheck the Raise Event for Each
Occurrence check box.
• Customize the syslog name or event severity. To do this, go to the Event Customization page. See the
Set Threshold Rules section in the Cisco Prime Collaboration Assurance Advanced - Guide for details.

Example
In this example, Cisco Prime Collaboration raises an alarm for the syslog 12E800E, triggered from a Cisco
Unified Intelligent Contact Management (ICM) Enterprise, when you stop or recycle the Cisco CTI OS server
Enter the following values:
• Syslog Name - 12E800E
• Event Description - ICM Event
• Event Severity - Critical
• Event Clear Interval - 24

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 Correlation Rules

This is an example for syslog message, which is raised when an endpoint that has previously registered with
Cisco Unified Communications Manager has unregistered:
<190>761628: Apr 21 2014 22:11:24.260 UTC : %UC_CALLMANAGER-6-EndPointUnregistered:
%[Device name=SEP44E4D94499EE][Device IP address=10.17.196.34][Protocol=SIP][Device
type=493][Device description=SEP44E4D94499EE - 70012][Reason
Code=8][IPAddressAttributes=0][LastSignalReceived=SIPRegisterInd][CallState=70012-active10][App
ID=Cisco CallManager][Cluster ID=cucm-sj-cluster1][Node ID=cucm-sj-sub1]: An endpoint has unregistered
Here, the syslog name is EndPointUnregistered.

Correlation Rules
When an event is raised from connected devices, Cisco Prime Collaboration applies correlation rules. In the
following table, for a device, when event A and event B (or a single event) occurs at a certain frequency within
a specified time window, Cisco Prime Collaboration correlates these events and raises an alarm. The alarm
is auto-cleared within 24 hours.
For example, whenever a Utilization threshold value changes, Cisco Prime Collaboration generates a High
Utilization event. If the High Utilization event occurs thrice within the 20 minute time interval, High Utilization
Detected alarm is raised.
The following are the predefined correlation rules in Cisco Prime Collaboration:

Note If you have added the Cisco Prime Collaboration Contact Center Assurance license, certain correlation
rules can be exclusively applied for Cisco Prime Collaboration Contact Center Assurance. For details, see
the “Contact Center Correlation Rules” section in the Prime Collaboration Contact Center Assurance
Guide.

Name of the Main Events Symptom Name of The Correlated Alarm is Window Number
Correlation Rule Responsible for the Events that the Raised When ... Time of
Alarm to be Raised Occur Due Correlated (in min) Occuernces
to the Main Alarm within
Event which
the
Main
Events
and
Symptom
Events
are
Received
Call Throttling Code Yellow, NA CodeYellow Both the main events 20 1
Detected CpuPegging occur.

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 Correlation Rules

Name of the Main Events Symptom Name of The Correlated Alarm is Window Number
Correlation Rule Responsible for the Events that the Raised When ... Time of
Alarm to be Raised Occur Due Correlated (in min) Occuernces
to the Main Alarm within
Event which
the
Main
Events
and
Symptom
Events
are
Received
Interface OperationallyDown, NA Interface OperationallyDown is 20 3
Flapping OperationallyDown Flapping followed by
cleared OperationallyDown
cleared event
alternatively for more
than three instances.
Repeated LocationBWOutOfResources NA Repeated LocationBWOutOfResources 20 3
Location Location is raised on Cisco
Bandwidth Out Bandwidth Unified
Of Resource Out Of Communications
Resource Manager for three or
more instances.
WAN Link Unresponsive NA Wan Unresponsive event is 10 NA
Outage Detected Link triggered.
Note This Outage
rule Detected
cannot
be
edited
or
deleted
from
user
interface.
VM Down VMDown Unreachable VMDown VMDown trap is 5 NA
received from vCenter
and Unreachable event
for VM is received,
based on ICMP polling.
ESX Host Down HostConnectionFailure Unreachable, ESXHosD
t own HostConnectionFailure 5 NA
VMDown trap is received from
vCenter and
Unreachable event for
ESXHost is received,
based on ICMP polling.

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 Correlation Rules

Name of the Main Events Symptom Name of The Correlated Alarm is Window Number
Correlation Rule Responsible for the Events that the Raised When ... Time of
Alarm to be Raised Occur Due Correlated (in min) Occuernces
to the Main Alarm within
Event which
the
Main
Events
and
Symptom
Events
are
Received
Network Down NetworkConnectivityLost, Unreachable NetworkDown One of the main event 5 NA
LostNetworkConnectivityToDVPorts occurs and Unreachable
event for ESXHost is
received, based on
ICMP polling.
UCS Chassis ChassisInOperable, Unreachable, UCSChassiDown One of the main event 5 NA
Down ChassisIOCardInaccessible, VMDown, occurs.
ChassisThermalThresholdNonRecoverable HostConnectionFailure,
NetworkConnectivityLost
Phone NA NA Phone NA NA NA
Unregistered Unregistered
Threshold Threshold
Exceeded Exceeded
Service Quality NA NA Service NA NA NA
Threshold Quality
Crossed Threshold
Crossed

Note The last two rules listed in the table above are threshold rules. Alarms for these rules are raised when the
"phone unregistered" and "service quality" threshold values exceed the permitted limit.

In the Event Customization page, you can search and filter events using the search option available at the top
of the page. However, for the events listed under Correlation Rules, the name-based search does not work as
the names of the events are not unique and are same as events listed under the other tabs in the Event
Customization page. To search for events under the Correlation Rules tab, use the name of the correlation
rule.
For Cisco Prime Collaboration Release 11.1 and later
You can add additional information about events or alarms in Notes for Email and the note should not exceed
1000 characters. You can also edit or delete the note in Notes for Email using Edit or Delete link. When
you edit the note, keep minimum of one character in the Notes for Email. This additional information is sent
as email notification.

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 Create Custom Events

We do not recommend you to add special characters like dollar ($), vertical bar (|), and tilde (~) in Notes for
Email.
For all the correlation rules in Cisco Prime Collaboration, the alarm suppression logic is applied, by default.
When event A or event B occurs within a specified time window, the correlated alarm is triggered first along
with corresponding events. The alarm for the individual event is raised only if the correlation is not met, and
after the specified time window. For example, whenever a Unified CCE component like logger, PG, or router
goes down, Cisco Prime Collaboration generates the correlated alarm and a set of events. The alarm for that
event is raised only if the correlation does not happen and after the time interval of 10 minutes. To disable
the alarm suppression, select the correlated rule, and click Edit. In the Edit Correlation Rule page, check the
Disable Alarm Suppression check box and click Save.

Note Disabling alarm suppression logic for a correlation rule does not mean that the events part of that correlation
rule cannot be raised. If an event is part of two or more correlation rules and the alarm suppression logic
is applied to one of the rules, then the event can still be raised as the other rules take precedence.
Triggers for Alarms of VMware vCenter Server - Do not disable or modify the VMware vCenter Server
(vCenter) triggers as this blocks generation of the vCenter alarms. For the list of these triggers, see the
Setting Up Devices for Cisco Prime Collaboration Assurance 11.0 wiki page for Cisco Prime Collaboration
Assurance 11.0 To view the list of events and alarms for VMware vCenter Server, see Supported Alarms
and Events for Cisco Prime Collaboration. For more information on VMware vCenter Server (vCenter),
see the vSphere - ESX and VCenter Datacenter Administration Guide.

Create Custom Events

You can create custom alerts and also include the threshold and alert trigger parameters. See Custom Alert
Parameters for details about the parameters.
To create custom alerts:

Step 1 Choose Assurance Administration > Event Customization > Threshold Rules.
You can also add events directly from a custom dashboard that you created.

Step 2 Click Add Event.

Step 3 In the New Performance Counter Event page:
a) Specify the cluster and the server.
b) Select the counter from the Available Counters drop-down list.
If you have installed Cisco Prime Collaboration in MSP mode, public IP address is displayed when you select the
server and counter. However, you cannot create/add a custom event for such nodes if a specific performance
counter/device is not added or managed in Cisco Prime Collaboration.
Also, in the Cluster drop-down list, only those products and clusters which belong to a specific customer (that is
selected from the global filter drop-down) are displayed.
c) Add a description and the recommended action. This is optional.
d) Specify the threshold values, duration and frequency, and the schedule for monitoring.
e) Click Save.

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Note The threshold rules that are created for any performance counter for a device, are saved in the database. This
generates the alarms when the counter value violates any of the threshold conditions defined in the threshold
rule. For information on the purge policies, see the Purge Policies chapter in Cisco Prime Collaboration Assurance
Guide—Advanced.

Custom Alert Parameters

Table describes the parameters you can specify for the custom alert.
Setting Description
Threshold
Check the check box and enter the value that applies.
• Over—Check this check box to configure a maximum threshold that must
be met before an alert notification is activated. In the Over value field, enter
a value. For example, enter a value that equals the number of calls in
progress.
• Under—Check this check box to configure a minimum threshold that must
be met before an alert notification is activated. In the Under value field,
enter a value. For example, enter a value that equals the number of calls in
progress.

Note Use these check boxes in conjunction with the Frequency and Schedule
configuration parameters.

Value
Click the radio button that applies.
• Absolute—Choose Absolute to display the data at its current status. These
counter values are cumulative.

• Delta—Choose Delta to display the difference between the current counter

value and the previous counter value.

• Delta Percentage—Choose Delta Percentage to display the counter

performance changes in percentage.

Duration

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 System

Setting Description

• Trigger alert only • Trigger alert only when value constantly...—If you want the alert notification
when value only when the value is constantly below or over threshold for a desired
constantly... number of seconds, click this radio button and enter seconds after which
you want the alert to be sent.
• Trigger
immediately • Trigger immediately—If you want the alert notification to be sent
immediately, click this radio button.

Frequency
Click the radio button that applies.
• Trigger on every
poll • Trigger on every poll—If you want the alert notification to activate on every
poll when the threshold is met, click this radio button.
• Trigger <> events
within <> minutes For example, if the calls in progress continue to go over or under the
threshold, the system does not send another alert notification. When the
threshold is normal (between 50 and 100 calls in progress), the system
deactivates the alert notification; however, if the threshold goes over or
under the threshold value again, the system reactivates alert notification.
• Trigger <> events within <> minutes—If you want the alert notification to
activate at certain intervals, click this radio button and enter the of alerts
that you want sent and the number of minutes within which you want them
sent.

Schedule
Click the radio button that applies:
• Trigger
immediately • Trigger immediately (Non-stop monitoring)—If you want the alert to be
(Non-stop triggered 24 hours a day, click this radio button.
monitoring
• Schedule between <> to <>—If you want the alert notification activated
• Schedule between within a specific time frame, click the radio button and enter a start time
<> to <> and a stop time. If the check box is checked, enter the start and stop times
of the daily task. For example, you can configure the counter to be checked
every day from 9:00 am to 5:00 pm or from 9:00 pm to 9:00 am.

System
For Cisco Prime Collaboration Release 11.1 and later
You can view all the predefined alarms and events of Cisco Prime Collaboration Assurance in Assurance
Administration > Event Customization > System.
System tab displays the following information:
• Name

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 System

• Category
• Status
• Severity
• Default Severity
• Custom Rules
• Notes for Email

Note You can add additional information about events or alarms in Notes for Email and the note should not
exceed 1000 characters. You can also edit or delete the note in Notes for Email using Edit or Delete
link. When you edit the note, keep minimum of one character in the Notes for Email. This additional
information is sent as email notification.
We do not recommend you to add special characters like dollar ($), vertical bar (|), and tilde (~) in Notes
for Email.

You can perform the following actions:

Actions Description
Change Severity Check the box against Name—To select all the events;
or check the boxes of the events of your choice and
click Change Severity.

Raise or Suppress events Check the box against Name—To select all the events;
or check the boxes of the events of your choice and
click Raise or Suppress.

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 CHAPTER 18
Monitor Alarms and Events
• Alarms and Alarm Summary, page 201
• Events, page 204
• View Call Events, page 206

Alarms and Alarm Summary

You can view Alarms and Alarm Summary pages through Monitor > Alarms & Events.
The Alarms tab displays the following information for each alarm in the Alarm browser:
Severity
Indicates the severity of the alarm which can be, critical, major, minor, warning. The collapsible icon
for an alarm displays the General Info of the alarm, Messages, Annotation, Recommended Actions for
an alarm.
To view events associated with an alarm, rest the mouse over the alarm severity, and click the quick
view icon. The Events for Alarm page is displayed, containing the following details:
• Description—Alarm description.
• Status—Device that triggered the alarm.
• Time—Date and time when the alarm occurred.

This summary windows lists only the five latest events. To see the complete list, see Event History.
In the Events for Alarm, you can click:
• The See Event History linkto display the events associated with the selected alarm.
• The Monitor Endpoint or Monitor Session link to launch the Endpoints Monitoring or Session
Monitoring page. This link is displayed only for session and endpoint alarms.

Clipboard icon/Is Annotated

Indicates the alarm has user notations.

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 Alarms and Alarm Summary

Status
Indicates the status of the alarm.
It shows the alarm clearing status details.

Alarm Name
Name of the generated alarm. Rest the mouse over the alarm name and the Quickview icon that is
displayed, to view details of the alarm selected.

Customer
If you have installed Cisco Prime Collaboration in MSP mode, the customer that the device belongs
to, is displayed for both Alarms and Alarm Summary.

Device Name
Displays the name of the device that triggered the alarm.

Device IP
Displays the IP address of the device. You can launch the endpoint or the infrastructure device log in
page using the link.

Component Name
Device name, or the name of component such as a device pool, an interface.

Last Updated
Displays the date and time when the alarm occurred.

Device Type
Displays the type of the device.

Owner
Displays the name of the person to whom this alarm is assigned. (If a name was entered.)

Description
Displays a short description about the alarm.

Category
Displays the category of alarm. For example: session, endpoint, service infrastructure.

Endpoint Name
Indicates the name assigned to the endpoint for ease of identification. By default, the Endpoints Name
column is hidden. To see all the columns, click the Settings option on the top right corner.

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 Alarms and Alarm Summary

Model
Displays the device model, such as ciscoEX90, ciscoCTS500, ciscoC20, and so on.

Private IP address
If you have installed Cisco Prime Collaboration in MSP mode, private IP address of the device is
displayed. By default, the Private IP Address column is hidden. To see all the columns, click the
Settings option on the top right corner.

Overall, the alarm browser allows you to:

• View events associated with an alarm—Rest the mouse over the icon next to alarm status for the popup
window to appear displaying all the events for the alarms.
• Clear or acknowledge an alarm.
• Assign the alarm—Check the desired check box, click Assign to me from the assign drop-down list.
• Add Annotation—Check the desired check box, click the Annotate drop-down list to add notes.
• Delete Alarm—Check the desired check box, click Delete.
• Set up Email Notification—Check the desired check box, click Email Notification. Enter the recipient
addresses, comments, and subject, then click Submit. See Supported Alarms and Events for Cisco Prime
Collaboration for a list of supported alarms and events.

Alarm Summary
Alarm Summary provides a summary of the alarms for each device.
The following factor distinguishes Alarm Summary from Alarms: When you select a device, the alarms and
events that correspond to the selections appear in the Alarms and Events for device pane at the bottom of the
page. You can export the alarms as a CSV or PDF file. To export the alarms, select the desired alarms, and
click the export icon on the top right of the Alarm Summary pane.
The Alarm Summary displays the following information:
Severity
Alarm severity icon. Indicates the severity of the alarm.

Last 15 Minutes
Indicates that this device is one of the most recent in the table (within the last 15 minutes). Devices are
sorted based on the time of the most recent event status changes.

Device Name
Device name or IP address.

Device IP
Device IP. Click on the quick view icon to launch the Device 360° View.

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 Events

Type
Device type.

Severity Columns

• Critical—Total number of critical alarms.

• Major—Total number of major alarms
• Minor—Total number of minor alarms
• Warning—Total number of warning alarms.

Last Update Time

Time and date of alarm update (indicates activity, such as an alarm recurrence, alarm acknowledgment,
the addition of a note, and so forth). Alarms are grouped by severity, and within severities, alarms with
the latest change are listed first.

Endpoint Name
Indicates the name assigned to the endpoint for ease of identification. By default, the Endpoints Name
column is hidden. To see all the columns, click the Settings option on the top right corner.

Private IP address
If you have installed Cisco Prime Collaboration in MSP mode, private IP address of the device is
displayed. By default, the Private IP Address column is hidden. To see all the columns, click the
Settings option on the top right corner.

Events
The Events tab displays the following information:
ID
Event unique identification number.

Severity
Event severities include: Critical, Major, Minor, Warning, and Informational. Click the title to sort the
events list by severity (ascending or descending order). If any event is cleared, its severity changes to
informational.

Status
The current status of the event.

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 Events

Event Name
The name of the event. Rest your mouse over the quick view icon to view the event details. Click
Customize Event to cross-launch to the Event Customization page, which displays the details of the
selected event. Expand the event and click Custom Rule to edit the event details.

Customer
If you have installed Cisco Prime Collaboration in MSP mode, the customer that the device belongs
to, is displayed in the Events pane.

Device Name
The name of the event. Rest your mouse over the event name to view the event details.

Device IP
Displays the IP address of the device. You can launch the endpoint or the infrastructure device using
the link.

Component Name
Device name, or the name of component such as a device pool, an interface.

Last Updated
Displays the date and time when the event occurred.

Device Type
Displays the type of the device.

Category
Displays the alarm assigned category, such as sessions, endpoints, and so on.

Description
Description of the event.

Endpoint Name
Indicates the name assigned to the endpoint for ease of identification. By default, the Endpoints Name
column is hidden. To see all the columns, click the Settings option on the top right corner.

Model
Displays the device model, such as cat4506, ciscoMCS7828I, and so on.

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 View Call Events

Private IP Address
If you have installed Cisco Prime Collaboration in MSP mode, the private IP Address of the device is
displayed. By default, the Private IP Address column is hidden. To see all the columns, click the
Settings option on the top right corner.

Note • Click the refresh icon to view the latest list of events raised.
• If you have installed Cisco Prime Collaboration in MSP mode, you can see the customer to which
the device belongs to.
• At any point, to see the Alarm Browser or Alarm Summary, click the links available at the bottom
right.

View Call Events

Cisco Prime Collaboration displays the Cisco TelePresence Management Suite (TMS) informational events.
It displays call connected or disconnected information for Cisco TelePresence System Profile MXP Series
devices, Cisco TelePresence Integrator C Series codecs, and Cisco TelePresence Video Communication Server
(VCS).
Call events can be displayed for only one supported device at a time.
To view call events:

Step 1 Choose Device Inventory > Inventory Management.

Step 2 Select a device, and Click Call Events.
Note Call events are displayed only for Cisco VCS, MXP, MCU devices, and codecs.

Step 3 The Call Events page displays the following details:

For MXP and Codecs:
• Start Time—The call start time
• Remote Site—The site to which the call was made.
• Call State
• Duration
• Call Direction—Whether an incoming or outgoing call.
• Call Protocol—H323/SIP
• Encryption Mode
• Cause
• Bandwidth
• Call ID

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 View Call Events

For VCS:
• Time
• Source Address
• Source Alias
• Destination
• Address
• Destination Alias
• Duration
• Call State
• Call
• Protocol
• Bandwidth
• Call Type

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PART V
Monitor the Network
• Monitor Video Endpoints, page 211
• Monitor Sessions, page 215
 CHAPTER 19
Monitor Video Endpoints
The Endpoint Diagnostics dashboard displays the details of all managed video endpoints.
You can add any of the managed endpoints to the watch list to troubleshoot them further.
You can filter endpoints based on device type, using the Device Group pane on the left of the page. For more
information, see Manage Device Groups.

• Endpoint Diagnostics Dashboard, page 211

• View User 360 Details, page 213

Endpoint Diagnostics Dashboard

Choose Diagnose > Endpoint Diagnostics to view the Endpoints Diagnostics dashboard. The following table
describes the information displayed in the Endpoint Diagnostics dashboard.

Table 42: Endpoint Diagnostics Dashboard

Information Description
Endpoints Summary Metrics Provides the following details:
• Managed endpoints
• Unregistered endpoints
• Endpoints currently in use
• Endpoints with alarms
• Endpoints added to the watch list

List of Endpoints Provides detailed information about all the managed endpoints.
You can use this pane to verify the registration, usage, and
visibility status of the endpoints.

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Information Description
Endpoints Details Provides the following details based on the endpoint type that
you select:
• System information
• Peripherals
• Scheduled sessions for next 3 days
• Service and network infrastructure

If you have deployed Cisco Prime Collaboration in MSP mode, you can see the customer to which that endpoint
belongs to. If you have deployed Cisco Prime Collaboration in Enterprise mode, you can see the assurance
domain to which that endpoint belongs to.
You can filter on the Device Model, Cluster Name, Device Pool, and Switch IP Address columns. Click the
Filter icon and then click the drop-down list arrow on these columns. The popup window displays the list.
You can export the endpoints diagnostics dashboard as a .csv or pdf file. This file contains the exact data that
appears in the user interface.
You can click the quick view icon to view the Endpoint 360° View.
To change the visibility of an endpoint, click Edit Visibility. You see the current visibility of the endpoint.
If you have made any changes, click Save. For more information, see Realtime Visibility of an Endpoint. You
can also see the visibility status of the endpoint in the Endpoint 360° View, if you point at the icon just before
the endpoint name.
The Add to Watch List and Remove from Watch List is also present in the Endpoint 360° View. The Add
to Watch List enables you to add a session to the watch list. It is enabled for both Not In Use and In Use
endpoints. For Not In Use endpoints, the troubleshooting starts when the endpoint joins a session. For In Use
endpoints, the troubleshooting starts immediately.
You can perform the following tests on the endpoints:
• On-Demand Phone Test: Select endpoint(s), and click Run Tests > Audio Phone Feature Test. For
more information on the On-Demand Phone Tests, see Phone Tests—Batch and On Demand Tests.
• Synthetic - End-to-End Call Test: Select an endpoint, and click Run Tests > Audio Test Call. For more
information on the End-to-End Call Tests, see Create an End-to-End Call Synthetic Test.
• Video Test Call: Select two video endpoints, and click Run Tests > Video Test Call. For more
information on the Video Test Call, see Manage a Video Test Call.

Note If you have deployed Cisco Prime Collaboration in MSP mode, the Video Test Call
feature is not available.

You can view the list of unknown endpoints by selecting Predefined > Unknown Endpoints in the Device
Group Selector pane on the left side of the user interface.

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 View User 360 Details

Note Polycom endpoint is monitored only when it is registered with Cisco VCS. It is not monitored when
registered with Polycom call controllers. Automatic call detection is supported using HTTP feedback
(through Cisco VCS). Realtime monitoring information such as session statistics and session information
is not supported.

By default, the auto refresh functionality is disabled for the Endpoints Diagnostics page. To enable or disable
auto refresh for every two minutes, check the Auto Refresh check box at the top right corner of the user
interface.
If you disable auto refresh functionality and log in to the application later, the functionality is still disabled.
Check the Auto Refresh check box again, for it to work as expected.

View User 360 Details

This view displays the end-user information (such as the username, email-id, office phone, and mobile phone
numbers) associated with Cisco Unified Communications Manager or TelePresence Management Suite (TMS)
endpoints. Photograph and location details for the end user are displayed only if Cisco Prime Collaboration
is integrated with LDAP and the username details matches with LDAP details.

Note End-user information associated with TMS can be retrieved, only if 'TMS Provisioning Extension'
component is installed on the TMS.

To access this view,

Step 1 From the global search drop-down, select User. You can also launch User 360 from Username column on Endpoint
Diagnostics page.
Step 2 Enter * to list all the users. A string search can provide more specific results. For example, when you enter test, it lists
all the users whose first name, last name, or username includes the string test.
Step 3 Click the User 360 View launch anchor against the username.

Access the following tabs in this view:

• Endpoints—Displays the managed endpoints associated with the end user. This endpoint includes,
◦Last Call Quality—Categorized as good, accepted, or poor; this field describes the call quality of
the most recently ended call. Cross launches to CMR Report-for endpoints registered to CUCM
or Alarms page-for endpoints registered to TMS is available.
◦Calls (24 Hours)—Number of calls the endpoint was involved in the last 24 hours. This field has
cross launches to the CDR Report-for endpoints registered to Unified CM and All Session
Summary Report-for endpoints registered to TMS.
◦Registration Status—Displays the registration status of the end user. For a registered end user
whose call is in progress, a green icon with call in progress indicator is shown. A red icon for an
unregistered end user and a gray icon if the status of the end user is unknown.

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◦Service—Service of the most recently ended call. (Audio only or Audio and Video)
◦Endpoint Model—Displays the endpoint model. When you click, it cross-launches to Endpoint
Diagnostics page.

• Active Sessions—Displays the endpoints of the end user that are currently engaged in a call. The details
of the device are tracked from Session Diagnostics. This Active Sessions includes,
◦The image of the endpoint and destination number. When you click the image, it cross launches
to Endpoint Diagnostics page.
◦Quality stats—Alarm icon that indicates the current highest severity of the call quality alarms.
◦Tools—Links you to the troubleshooting page.

• Alarms—Displays,
◦Severity
◦Source from which the alarm was received
◦Name of the alarm
◦and the Timestamp.

Note For endpoints registered with Unified CM, a sync for the new users happens automatically. But for
endpoints registered with TMS, manual rediscovery of TMS is necessary to sync the details of the new
users.

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 CHAPTER 20
Monitor Sessions
• Monitor Sessions, page 215

Monitor Sessions
Cisco Prime Collaboration tracks the lifecycle of video collaboration session s in your network. It correlates
session data received from various sources and provides end-to-end details on the session .
Cisco Prime Collaboration receives session events from call and session control components, such as Cisco
Unified CM and Cisco TelePresence Video Communication Server (VCS). It also retrieves session details
from applications, such as management applications, call and session control components, conferencing
components, and endpoints.
The number of sessions that can be monitored in Cisco Prime Collaboration Assurance depends on the
deployment model, such as small, and medium. For information on supported active sessions on Cisco Prime
Collaboration11.0, see the System Capacity for Cisco Prime Collaboration and for 11.1, see System Capacity
for Cisco Prime Collaboration wiki page.
The session data retrieved from the video collaboration applications includes both scheduled and unscheduled
sessions. Cisco Prime Collaboration differentiates sessions in the following ways:
• Ad hoc—An end user dials the extension of the Cisco TelePresence system at the other end. There is
no scheduling involved.
• Scheduled—Scheduled before the session through the company's groupware application, such as Microsoft
Exchange, Outlook, and so on. You can also schedule the session directly, using Cisco TelePresence
Management Suite (TMS) or Cisco TelePresence Manager(CTS-Manager).
• Static—Preconfigured Cisco TelePresence session available all the time. Each static meeting has its own
associated meeting number. On some applications, such as Cisco TelePresence MSE, Multipoint Control
Unit (MCU), Cisco TelePresence Server (TS), these meetings are called permanent meetings.

Cisco Prime Collaboration classifies the sessions structure as follows:

• Point-to-point—Session between two endpoints.
• Multipoint—Session with more than two endpoints. Between endpoints, you may have either Cisco
TelePresence Multipoint Switch or MCU.

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• MultiSite—Session with more than two endpoints, without MCU. The endpoints are connected directly.
Any endpoint can participate in a MultiSite call with the center endpoint being MultiSite capable. The
center endpoint acts as a conferencing device (like MCU). This type of session structure is supported
for MultiSite capable endpoints such as Cisco Codec C and EX Series TelePresence Systems, Cisco
TelePresence MX Series, and Cisco Profile Series with a MultiSite license.

The sessions status can be:

• In-progress
• Scheduled
• Completed
• No Show, a scheduled session without any participants joining the session until the end time. The
scheduled session s are moved to No show only after the scheduled end time and after Cisco Prime
Collaboration is synchronized with either Cisco TelePresence Manager(CTS-Manager) or Cisco TMS,
after the scheduled end time.

If an endpoint did not join an In-Progress session , a no-show icon is displayed on the endpoint. This status
is shown even after the session moves to completed state
If an endpoint joins a session , but later disconnects from the call before the session is over, a disconnect icon
is visible on this endpoint in the session topology. Disconnected could mean that there was a problem, or the
caller had to leave the session early.

Prerequisites for Session Diagnostics

The following are required for session diagnostics:
• Unified CM and Cisco VCS must be in the Managed state.
• Endpoints and controllers, such as CTMS, MCU must be in the Managed state.
• JTAPI must be configured on Unified Communications Manager. For information on how to enable
JTAPI on Unified Communications Manager, see the Setting up Devices for Prime Collaboration
Assurance wiki.
• Cisco Prime Collaboration Assurance server must be registered as a feedback server in Cisco VCS.

Note Cisco Prime Collaboration does not support Session Monitoring for Cisco Jabber endpoints that are
registered with Unified Communications Manager. You can view the utilization report and usage statistics
of Cisco Jabber Video for TelePresence (Movi) endpoints only.

For information on data collection for video session , importing sessions, session workflows, and the Session
Diagnostic dashboard, see:

Data Collection for Video Sessions

Cisco Prime Collaboration periodically polls the following video service infrastructure devices to get
information on the sessions:
• Management devices (CTS-Manager and Cisco TMS)—Cisco Prime Collaboration gets information on
the scheduled point-to-point and multipoint sessions. For Cisco TMS, if an unscheduled endpoint is

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added when the session is in progress, Cisco Prime Collaboration shows the session details for the newly
added endpoint.
Cisco Prime Collaboration collects scheduled sessions data for five days (for the past one day, the current
day, and for three days ahead).

Note If you are using Cisco TMS 13.0 or 13.1 configure the Booking API feature. For Cisco
TMS 13.2 and above, you need not configure the Booking API feature.

• Multipoint Switches—Cisco Prime Collaboration gets information on the multipoint sessions. It also
identifies and supports cascading of multipoint sessions.
• Multipoint Control Units (MCU and Cisco TS)—Sessions that are scheduled using these systems are
always listed as ad hoc sessions in Cisco Prime Collaboration. These types of sessions are listed on the
Session Monitoring page only after the session is started. Cisco Prime Collaboration polls these systems
after receiving an event from the endpoints.
Cisco Prime Collaboration polls MCU and Cisco TS whenever these systems receive a call. Cisco Prime
Collaboration polls MCUs that are not managed by Cisco TelePresence Conductor directly.
For sessions that are hosted by MCUs controlled by Cisco TelePresence Conductor, Cisco Prime
Collaboration polls only the Cisco TelePresence Conductor.
Cisco Prime Collaboration does not support cascading of MCU sessions. Only Cisco TelePresence
Conductor controlled MCU cascading is supported.
• Call and Session Controls (Cisco Unified CM and Cisco VCS)—Cisco Prime Collaboration gets
information on the participants using call processors. It collects details, such as when a user joins the
session or disconnects from it. Cisco Prime Collaboration polls call and session controllers periodically.
Cisco Prime Collaboration receives Connect or Disconnect events in real time from Cisco Unified CM
and Cisco VCS. Whenever Connect or Disconnect events are missed, as a backup mechanism, Cisco
Prime Collaboration polls Cisco Unified CM and Cisco VCS periodically for all In Progress calls. Hence,
they are synchronized.

Note The following browsers are supported for the session monitoring windows:
• Internet Explorer- versions 10, 11
• Mozilla Firefox- versions 31, 38
• Google Chrome- versions 39, 40

Cisco Prime Collaboration receives Connect or Disconnect events in real time from CTX. Whenever Connect
or Disconnect events are missed, as a backup mechanism, Cisco Prime Collaboration polls CTX periodically
for all In Progress calls. Hence, they are synchronized.

Cisco Unified CM
All endpoints must be added as JTAPI controlled devices in Cisco Unified CM. Otherwise, call detection for
the endpoints does not happen in Cisco Prime Collaboration. The configured JTAPI user must have permission
to access all endpoints that are managed in Cisco Prime Collaboration.

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Cisco Prime Collaboration listens to the JTAPI events from the Cisco Unified CM. The endpoints are polled
once the call is In Progress. Cisco Prime Collaboration depends on the JTAPI event to move the session to
the completed status.
Cisco Prime Collaboration manages multiple Cisco Unified CM clusters. Configure unique cluster IDs as it
monitors sessions within a cluster and among clusters (intracluster and intercluster sessions).
Cisco Prime Collaboration must manage the cluster publisher to monitor a cluster. The JTAPI must be
configured on the cluster publisher and the Computer Telephony Integration (CTI) service must be running
in at least one node in a cluster . The CTI control limits depend on the visibility (Full and Limited) that you
have set on the devices. For the visibility limits, see the System Capacity for Cisco Prime Collaboration wiki
page.
If JTAPI is not configured on Cisco Unified CM, then the endpoints registered to it are not shown as part of
sessions. In this case, set the JTAPI configuration.

Note To view the correct Usage Status details of endpoints that are added as JTAPI controlled devices, and to
make the endpoints visible in the controlled list in Cisco Unified CM, you must reset the visibility of the
endpoints. Use the Edit Visibility option under Diagnose > Endpoint Diagnostics to change the visibility
of the endpoint from Full Visibility to Off, and then to Full Visibility again.

You can also rediscover Cisco Unified CM to make the endpoints visible and to display the correct Usage
Status on Cisco Prime Collaboration servers.

Cisco VCS
Cisco Prime Collaboration listens to HTTP feedback events from the Cisco VCS. The endpoints are polled
once the call is In Progress. Cisco Prime Collaboration depends on the HTTP feedback event to move the
session to the completed status.
Cisco Prime Collaboration manages multiple Cisco VCS clusters.You must configure unique cluster names
as it monitors sessions within a cluster and among clusters (intracluster and intercluster sessions).
Cisco Prime Collaboration identifies and supports Cisco VCS Expressway traversal calls. For these calls, the
media signal flows through Cisco VCS Control and Cisco VCS Expressway and the call details are displayed
in the session topology.
See the Cisco TelePresence Video Communication Server Control online help for details on traversal calls.
If there is a call outside the enterprise firewall, Cisco VCS Expressway is used. This device is configured to
the Cisco VCS Control device. The Cisco VCS Control and Cisco VCS Expressway are displayed in the
session topology. However, the endpoints that are registered to the Cisco VCS Expressway are displayed as
Unknown endpoints.
If Cisco Prime Collaboration is not subscribed to VCS through feedback subscription, VCS does not notify
the PCA when a registered endpoint joins or leaves a session, or registers or unregisters to VCS. In this case,
set the visibility of those endpoint(s) to full or limited as required, and contact your network administrator to
check PC's feedback subscription to VCS.

Note Cisco Prime Collaboration ignores Cisco VCS Expressway Connect/Disconnect events.

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Import Sessions from CTS-Manager and Cisco TMS

The CTS-Manager and Cisco TMS contain details on the scheduled sessions. Cisco Prime Collaboration
periodically polls these devices to retrieve the session details. You can configure the frequency of the periodic
polling based on your business needs.
To enable uninterrupted monitoring of the sessions, you can manage a CTS-Manager or Cisco TMS cluster
using the Manage Clusters option (Device Inventory > Inventory Management > Manage CTS-MAN/TMS
Clusters).
For Cisco TMS, if an unscheduled endpoint is added when the scheduled session is in progress, Cisco
Prime Collaboration shows the sessions details of that endpoint.
Cisco Prime Collaboration imports scheduled sessions data for five days (for the past one day, the current
day, and for the next three days).
Note the following points when importing sessions from Cisco TMS:
• Cisco Prime Collaboration supports only the default email template for the Booking Confirm email in
Cisco TMS. Sessions are not imported from Cisco TMS if the default email template is not used.
• "Reservation Only" meeting details are not imported from Cisco TMS. Cisco Prime Collaboration does
not support this type of meeting because resources are not allocated for it while scheduling.

If you have configured a session to start before the scheduled time in CTS-Manager, , configure the same
time in Cisco Prime Collaboration. That is, if you have configured to start a session 5 minutes before the
scheduled time, configure the same time in the Session Path Threshold Settings page. Otherwise, Cisco
Prime Collaboration lists two sessions for a scheduled meeting that has started before the scheduled time.
In addition to the periodic polling, if you want to import the session details immediately, you can choose
(Diagnose > Session Diagnostics > Import Sessions).

Note The Import Sessions task impacts Cisco Prime Collaboration System performance. Use Import Sessions
only if it is required.

Two jobs are created for the Import Sessions task. You can monitor these jobs at System Administration >
Job Management. The job type is displayed as Synch_CtsMAN-MEETING_UniqueJobID and
Synch_TMS-MEETING_UniqueJobID on the Job Management page.
TMS_Session_Import regular jobs run periodically and poll complete details of all sessions.
However, the TMS_Frequent_Session_Import job runs frequently and retrieves only the changes in sessions
after the previous polling. (You can change the frequency of polling on System Setup page).
If you are using CTS-Manager 1.7 or later, maintain an interval of at least 5 minutes between Import Sessions
tasks. If you import sessions within 5 minutes, the job fails.

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Session Workflow and Scenarios

The following chart shows the end-to-end scheduled session workflow.

Figure 4: Scheduled Session Workflow

The following are a few scenarios where Cisco Prime Collaboration does not contain up-to-date details on
sessions or display different session structure data:
• Cisco Prime Collaboration shows a scheduled session (point-to-point, multipoint, or multisite) as an ad
hoc session if the session gets scheduled and was In Progress after the last CTS-Manager or Cisco TMS
poll and before the next scheduled or on-demand polling of the CTS-Manager or Cisco TMS takes place.
• For scheduled multipoint sessions, if Cisco Prime Collaboration is not synchronized with the management
applications, the session is shown as an ad hoc session and it collects information from the participating
Cisco TelePresence Multipoint Switch or Cisco MCU after Cisco Prime Collaboration receives a Connect
event.
• If a conferencing system has moved either to the Unmanaged or Unknown state from the Managed state,
then the multipoint sessions are displayed as multiple point-to-point sessions.
• Cisco TMS and Cisco MCU displays the session status as Active immediately after the scheduled time
is passed. However, Cisco Prime Collaboration does not change the session status to In Progress until
an endpoint joins the session.
• Cisco Prime Collaboration displays sessions that include Unmanaged endpoints. However:
◦For point-to-point sessions, one of the endpoints must be managed in Cisco Prime Collaboration.
◦For multisite sessions, the endpoints that conference the other endpoints must be managed in Cisco
Prime Collaboration.
◦For multipoint sessions, the conferencing devices must be managed in Cisco Prime Collaboration.

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• If you have used Cisco TMS to reserve only TelePresence rooms, then Cisco Prime Collaboration does
not display these sessions. (In Cisco TMS, this conference call type is identified as Reservation Only.)
• If Cisco VCS Expressway is in the Inaccessible state, Cisco Prime Collaboration can still monitor the
sessions. However, the endpoints are displayed as Unknown endpoints.
• The session diagnostic feature does not support endpoints, which are configured with multiple lines in
Cisco Unified CM. However, you can manage these endpoints in the Cisco Prime Collaboration inventory
database.

Note The session monitoring feature is supported only on Cisco Unified CM 8.5 and later.

• If there is a session between a TelePresence and one or more WebEx participants, the Session Diagnostics
page does not display the details of the WebEx participants available in the call.
• Only the Cisco TelePresence Conductor with Cisco VCS (Policy Service) Deployment is supported.
Cisco TelePresence Conductor with Cisco VCS (B2BUA) and Cisco TelePresence Conductor with Cisco
Unified CM Deployment is not supported.

Session Scenarios
The various session scenarios that are monitored in Cisco Prime Collaboration are as follows:

Table 43: Session Scenarios

Session Classification Session Type Session Structure Session Topology Elements

Cisco Unified CM Ad hoc, Scheduled Point-to-point Cisco TelePresence System
intracluster and 500, 1000, 3000, TX9000
intercluster sessions Series.

Cisco Unified CM Ad hoc, Scheduled Multipoint Cisco TelePresence System

intracluster and Static 500, 1000, 3000, TX9000
intercluster sessions Series, and CTMS.

Cisco VCS intracluster Ad hoc, Scheduled Point-to-point Cisco C series, EX Series,

and intercluster sessions Cisco MX series, Cisco
MXP Series, Cisco IP Video
Phone E20, Cisco Cius, and
Cisco Jabber.
If a call is identified as a
traversal call, Cisco VCS
Control or Cisco VCS
Expressway is displayed in
the session topology.

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Session Classification Session Type Session Structure Session Topology Elements

Cisco VCS intracluster Ad hoc, Scheduled Multipoint Cisco C series, EX Series,
and intercluster sessions Permanent (displayed Cisco MCU, Cisco MSE1, or
(with MCU) as static) Cisco TelePresence Server.
If a call is identified as a
traversal call, Cisco VCS
Control or Cisco VCS
Expressway is displayed in
the session topology.

Cisco VCS intracluster Ad hoc,Scheduled Multisite Cisco C series, EX Series,

and intercluster sessions Cisco MX, Cisco MXP
(without MCU) Series, Cisco IP Video
Phone E20.
If a call is identified as a
traversal call, Cisco VCS
Control or Cisco VCS
Expressway is displayed in
the session topology.

Sessions between Ad hoc Point-to-point Multipoint

Cisco Unified CM and • Cisco C series, EX
Series, Cisco MX
Cisco VCS clusters 2
series, Cisco MXP
Series, Cisco IP Video
Phone E20
• Cisco TelePresence
System 500, 1000,
3000, and TX9000
Series
• Cisco TelePresence
Server
• IX 5000 series
TelePresence
endpoints

Cisco Unified CM (8.6(1), Ad hoc Point-to-point

8.6(2), and 9.0) • Cisco C series, EX
Series, Cisco MX
intracluster sessions3
series
• Cisco TelePresence
System 500, 1000,
3000, and TX9000
Series
• IX 5000 series
TelePresence
endpoints

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Session Classification Session Type Session Structure Session Topology Elements

Cisco Unified CM (8.6(1), Ad hoc, Scheduled Multipoint
8.6(2), and 9.0) • Cisco C series, EX
Note Scheduler Series, Cisco MX
intracluster sessions
must be series, Cisco IP Video
CTS-Manager Phone E20
1.7, 1.8, or
1.9. • Cisco TelePresence
System 500, 1000,
3000, and TX9000
Series
• CTMS 1.8 or Cisco
TelePresence Server

Sessions outside the Ad hoc Permanent Point-to-point, Multipoint

enterprise firewall - • Cisco C series, EX
(displayed as static) , Multisite
Series, Cisco MX
Cisco VCS Expressway
series, Cisco MXP
Series, Cisco IP Video
Phone E20
• Cisco MCU or Cisco
TelePresence Server
• Cisco VCS Control
and Cisco VCS
Expressway

Endpoints in a call (with Ad hoc Point-to-point Multipoint conferencing

an MCU in the call) work devices and video endpoints.
When a call is put in a
as a conferencing bridge conference mode or when For a list of devices
in Cisco Unified CM. merged with another call, supported by Cisco
it becomes Multipoint. Prime Collaboration 11.0,
The session does not show see Supported Devices for
the MCU. When the first Prime Collaboration
participant leaves the call, Assurance.
the session shows it is For a list of devices
connected to the MCU, supported by Cisco
while the second and third Prime Collaboration 11.1,
participants continue in see Supported Devices for
the same call as a Prime Collaboration
point-to-point call. Assurance.
Note This scenario is
applicable when
in-built video
bridge capability
is not present in
the endpoint.

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Session Classification Session Type Session Structure Session Topology Elements

Sessions between MRA Ad hoc, Scheduled Point-to-point, Multipoint Cisco Jabber, Cisco
endpoints- , Multisite TelePresence MX Series,
Note Cisco Prime Cisco TelePresence System
Cisco Jabber or Cisco
Collaboration EX Series, and Cisco
TelePresence MX Series
does not monitor TelePresence SX Series.
or Cisco TelePresence
System EX Series or a Multisite
Cisco TelePresence SX session where an
Series MRA endpoint
acts as a
conference
bridge.

1 The codian software must be running on Cisco MSE.

2 This scenario is supported on CTS 1.7.4, and TC 4.1 to 7.0.
3 The troubleshooting workflow is supported on TC 4.2, 5.0, and above.

Note • Cisco Cius and Cisco Jabber devices support only ad hoc sessions.

The following image describes the session topology between two MRA endpoints.

Figure 5: Session Topology Between MRA Endpoints

1, 5 MRA endpoints that connect with each other through cloud server.
Note You cannot view the session statistics for MRA endpoints.

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2, 4 Internet cloud servers that connect the MRA endpoints. The MRA endpoints can
connect only with the help of cloud servers. You cannot view the session statistics
since the system cannot get the IP addresses of the endpoints from the cloud servers.

3 Cisco VCS Expressway Core that acts as the call controller device. The topology
displays the Cisco VCS Expressway Core and the associated endpoints.

The various Collaboration Edge sessions involving MRA endpoints and VCS Expressway Core are as follows:
• Point-to-point: Session between two MRA endpoints that are connected with each other through cloud
servers and Cisco VCS Expressway Core
• Multipoint: Session with more than two MRA endpoints that are connected through cloud servers, Cisco
VCS Expressway Core, and TPS or MCU
• Multisite: Session with more than two MRA endpoints that are connected without TPS or MCU

Note Each of the above sessions may also have one non-MRA endpoint connected at either end.

Table 44: Session Scenarios for MSP Mode

Session Classification Session Type Session Session Topology Elements

Structure
CTX Meet Me Multipoint Multipoint conferencing devices and
video endpoints.
Including Inter-company Rendezvous
calls through CTX. For a list of devices supported by Cisco
Prime Collaboration 11.0, see
Supported Devices for Prime
Collaboration Assurance.
For a list of devices supported by Cisco
Prime Collaboration 11.1, see
Supported Devices for Prime
Collaboration Assurance.

CTX Meet Me Multipoint Multipoint conferencing devices and

video endpoints.
Including Intracompany Rendezvous
calls through CTX. For a list of devices supported by Cisco
Prime Collaboration 11.0, see
Supported Devices for Prime
Collaboration Assurance.
For a list of devices supported by Cisco
Prime Collaboration 11.1, see
Supported Devices for Prime
Collaboration Assurance.

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Session Classification Session Type Session Session Topology Elements

Structure
Optional - CTX Ad hoc Point-to-point Video endpoints.
Including Intracompany For a list of devices supported by Cisco
calls with or without Prime Collaboration 11.0, see
CTX. Supported Devices for Prime
Collaboration Assurance.
For a list of devices supported by Cisco
Prime Collaboration 11.1, see
Supported Devices for Prime
Collaboration Assurance.

Optional - CTX Ad hoc Point-to-point Session Border Controller (SBC) and

video endpoints.
Including Inter-company
calls made using Session For a list of devices supported by Cisco
Border Controller with or Prime Collaboration 11.0, see
without CTX. Supported Devices for Prime
Collaboration Assurance.
For a list of devices supported by Cisco
Prime Collaboration 11.1, see
Supported Devices for Prime
Collaboration Assurance.

Customer calls in a NAT Ad hoc Point-to-point Session Border Controller (SBC) and
environment. video endpoints.
For a list of devices supported by Cisco
Prime Collaboration 11.0, see
Supported Devices for Prime
Collaboration Assurance.
For a list of devices supported by Cisco
Prime Collaboration 11.1, see
Supported Devices for Prime
Collaboration Assurance.

Note The following features related to session monitoring or troubleshooting in MSP mode are not supported:
• Session monitoring and troubleshooting of TPS cascaded calls over Cisco TelePresence Conductor
• MRA Multipoint calls and Multisite calls with MCU and CTX devices over Cisco TelePresence
Conductor (Other MRA calls are supported)
• Cascading of MCU sessions over Cisco TelePresence Conductor

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Session Diagnostics Dashboard

To access the Session Diagnostic dashboard, choose Diagnose > Session Diagnostics.
The Session Diagnostic dashboard provides details on a session and the endpoints that are involved in that
session. In addition to monitoring the session, you can troubleshoot and identify faults in the network segment.
You can monitor sessions based on device type, by selecting the desired group from the Group drop-down
filter. You can further filter based on the session type using the Show filter in the Video Collaboration Sessions
pane.
By default, the All Video Collaboration Sessions table contains information for the current date (24 hours).
You can view sessions for the last 30 days. Rest your mouse pointer over the Import Sessions button to see
details of when the data was last imported into the Cisco Prime Collaboration database.
You can select a session, and click the Troubleshoot icon to launch the Session Troubleshooting page for that
session.
The following image shows the Session Diagnostics Dashboard.

Figure 6: Session Diagnostics Dashboard

1 Predefined Group filter drop-down list. Also 2 Quick summary pane for alarms and
includes a launch point for a calendar. By default, sessions.
the All Video Collaboration Sessions table contains
information for the current date (24 hours).
You can view sessions for the past 30 days and the
next 3 days.

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3 Predefined filters drop-down list. 4 Video Collaboration Sessions

Also, includes Refresh icon and Table setting icon.
Using the Table setting icon, you can customize
the table column and fix any row to either the top
or bottom.

5 Count for total number of in-progress sessions 6 Session topology pane.

(normal and alarmed) and in-progress alarmed
sessions for the specified date.

7 Session statistics pane. 8 Endpoint statistics pane. This pane

contains details on peripherals, system,
and sessions.

9 Launch point for the import session task. Rest your

mouse pointer over the Import Sessions button to
see details on when the data was last imported into
the Cisco Prime Collaboration database.

The summary pane displays the session details for the current day (00:00:00 hours to 23:59:00 hours). You
can view the icon-based summary of the data available in the Video Collaboration Sessions table.
You can view the DSCP value for Cisco Unified IP Phones 8941 and 8945, Cisco DX Series, and Cisco
TelePresence TX Series. Select the session (Diagnose > Session Diagnostics) with the preceding endpoint
(s). In the Session Statistics pane, the DSCP In field displays the DSCP value received from the endpoint in
the session.

Note For Cisco Unified IP Phones 8941 and 8945, you can view the DSCP values only if the MSI Highgate
feature is enabled for these phones.

The Video Collaboration Sessions table displays the details of in-progress sessions for the current date (00:00:00
hours to 23:59:59 hours). The latest session detail is listed at top of the table.
If you want to view details for the previous or the next day, you can choose the date, using the calendar. You
can choose any of the filters from the Show drop-down list to view other session details.
Cisco Prime Collaboration keeps session details for the last 30 days.
You can get session statistics between audio-only IP Phones or Software Clients. If there are any alarms for
the session, you can cross launch from the Alarms page to the Session Troubleshooting page and see the
session statistics and trigger a path trace. Even after the alarm is cleared, you can cross launch to the
troubleshooting page, to see the session information, session topology, and troubleshooting status. You cannot
perform path assessment for these sessions. These sessions do not appear in the Session Diagnostics Dashboard.
Apart from video collaboration sessions, you can see sessions between an IP Phone or Software Client and
TelePresence Endpoint in the Session Diagnostics Dashboard. Ensure that you set the visibility of these devices
to Full Visibility. To know more about visibility, see Realtime Visibility of an Endpoint. You can cross launch
to the Session Troubleshooting page and see the session statistics and trigger a path trace.

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If you have deployed Cisco Prime Collaboration in MSP mode, you see the In-progress sessions shown as
Ad Hoc Sessions when the call was scheduled in TMS or CTS MAN was made by selecting MCU as a
conferencing device.
If you have deployed Cisco Prime Collaboration in MSP mode, you see the details of a point-to-point call
between two customers (through phones registered to different Unified CMs) using Session Border Controller(s).
Ensure that the Session Border Controller(s) is or are in managed state in Inventory Management to get the
details of such calls.

Support for a New Method of Conferencing - Ad hoc Calls

This feature provides monitoring of new ad hoc conference calls on the Session Diagnostics page (Diagnose
> Session Diagnostics).
Prerequisite - The Multipoint Control Unit (MCU) and endpoints must be in a Managed state in Cisco Prime
Collaboration.
When a call is put in a conference mode (by pressing the conference button) or when merged with another
call, it becomes a Multipoint ad hoc call. Cisco Unified CM allocates the MCU that behaves as a conferencing
device for the call. In this case, the session topology displays the MCU. When the first participant leaves the
call, the second and third participant continues in the same call which becomes a Point-to-Point ad hoc call.
In this case, the session topology does not display the MCU.
When the Multipoint Control Unit (MCU) is in Suspended state in Cisco Prime Collaboration and a conference
is made, instead of a single ad hoc call, Cisco Prime Collaboration shows two Point-to-Point calls with the
second call leg between the endpoint and Multipoint Control Unit (MCU). After a few minutes, the call is
connected between the endpoint that triggered the call and the Multipoint Control Unit (MCU). Other endpoints
are not shown in the topology. This scenario is applicable when inbuilt video bridge capability is not present
in the endpoint.

Monitoring of Cisco Unified Communications Manager—Cisco TelePresence Conductor Integrated Sessions

This feature enables you to monitor sessions that are created by a Cisco Unified CM that is integrated with a
Cisco TelePresence Conductor.
Prerequisites:
• Cisco TelePresence Conductor, and Multipoint Control Unit (MCU) should be in Managed state in Cisco
Prime Collaboration.
• The conference bridges on the Cisco TelePresence Conductor should be discovered as part of the Logical
discovery of the conductor. If you are using the Add Device or Import feature to discover the Cisco
TelePresence Conductor, ensure that you perform a subsequent rediscovery using the Rediscover feature
with the Enable Logical discovery check box selected.
• Configure Cisco Unified CM to use a Cisco TelePresence Conductor to manage the conference bridge
resources for ad hoc and rendezvous conferences. For information, see Cisco TelePresence Conductor
with Cisco Unified CM Deployment Guide (XC2.3).

For a call that includes conferencing device - Multipoint Control Unit (MCU), you can view the details of the
associated conductor from the Endpoints Quick View of the conferencing device (MCU) under the Session
topology pane on the Session Diagnostics page (Diagnose > Session Diagnostics).

Cascading of Cisco TelePresence Server

This feature allows you to monitor Cisco TelePresence servers during ad hoc conference calls on the Session
Diagnostics page (Diagnose > Session Diagnostics).

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Prerequisite -
• The Cisco TelePresence Server (TPS), Cisco TelePresence Conductor, and endpoints should be in a
Managed state in Cisco Prime Collaboration.
• Ensure that you set the visibility of the devices to Full Visibility.

During an ad hoc session, when a primary TPS server is unable to respond to a call over a Cisco TelePresence
Conductor, it cascades the call to a secondary TPS server. Cascading occurs when multiple TPS servers share
the load during a conference call. The session topology creates link between the primary and secondary TPS
servers with associated participants and displays all the cascaded TPS servers as conference bridges.

Note Session monitoring or troubleshooting of TPS cascaded calls over Cisco TelePresence Conductor is not
supported in MSP mode.

Realtime Visibility of an Endpoint

The visibility feature for a managed endpoint determines to what level Cisco Prime Collaboration monitors
the operations of the endpoint. Only endpoints in the Managed state can be edited for visibility. If you edit
the visibility settings for endpoints whose visibility level exceeds the maximum visibility, the changes are not
updated. Visibility setting controls the polling of endpoints in addition to session monitoring. Polling is
performed only for devices that are configured for real-time full visibility and not all devices.
Cisco Prime Collaboration supports the following types of visibility:
• Full Visibility—Call detection using JTAPI/ HTTP feedback and realtime monitoring information such
as session statistics, session information, and troubleshooting is supported.
• Limited Visibility—Automatic call detection using JTAPI/ HTTP feedback takes place, but realtime
monitoring information such as session statistics, session information, and troubleshooting is not
supported. Endpoints with limited visibility are indicated with a half-dimmed icon in the Session
Topology.
• Off—Call detection using JTAPI/ HTTP feedback and realtime monitoring information are not supported.
These endpoints are displayed on the Session Monitoring page with a fully dimmed icon.

The following table lists the default and maximum visibility details for the endpoints:

Endpoint Type Default Visibility Maximum Visibility

Full Full
• CTS 500, 1000, and 3000
Series
• Cisco Codec
• Cisco TelePresence SX20
• Cisco TelePresence MXP
Series
• Cisco IP Video Phone E20

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Endpoint Type Default Visibility Maximum Visibility

Limited Limited
• Cisco Jabber Video for
TelePresence (Movi)
• Polycom

Cisco Cius Off Full

Cisco IP Phones (89xx, 99xx) Off Full

Cisco Desktop Collaboration Off Full

Experience DX650 and DX630

Full Full
• Cisco SX80 and Cisco SX10
• • Cisco MX200 G2, Cisco
MX300 G2, Cisco
MX700, and Cisco
MX800

Cisco DX70 and DX80 Off Full

MRA Endpoints: Limited Limited

• Cisco Jabber
• Cisco TelePresence MX
Series
• Cisco TelePresence System
EX Series
• Cisco TelePresence System
SX Series

There is full visibility (default and maximum) for Total Endpoints (except Polycom). There is no visibility
for IP Phones and Software Clients by default. The maximum visibility for IP Phones and Software Clients
is full.
For a point-to-point ad hoc session, if visibility is Off for one endpoint and Limited or Full for the other, the
endpoint with Off visibility is shown with a fully dimmed icon in the session topology.
For a Multipoint session, an endpoint with Off visibility is not displayed in the session topology.
For scheduled point-to-point or multipoint sessions, endpoints with Off visibility are shown with a fully
dimmed icon in the session topology.
To view the visibility of an endpoint, choose Device Inventory > Inventory Management and then view
the Visibility column in the inventory table for the corresponding endpoint.

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Note If you are not able to view this column, click the Settings button, click Columns, and then click Visibility
in the list that appears.

To change the visibility of an endpoint, choose Device Inventory > Inventory Management and select an
endpoint, and then click Edit. You can see the current visibility of the endpoint. If you have any made any
changes, click Save.

Note If you select more than one endpoint, you cannot view the current visibility of the endpoints.
Any changes to the visibility settings are implemented from the next session onward.
The visibility feature is applied on the Session Diagnostics page only. That is, even if you have set visibility
to either Limited or Off, the endpoint is listed in the Endpoint Diagnostics and Device Inventory pages.

360° Session View

The 360° Session View provides a complete view of pertinent data about endpoint, infrastructure devices,
alarms, and call records. It also enables you to cross launch other Cisco Prime Collaboration features. To see
the 360° session View for a session, rest your mouse pointer over the Session Subject column in the Video
Collaboration Sessions table and click the 360° Session View icon.
The 360° Session View contains the following tabs:
• Alarms—Displays the alarm severity, the source that triggered the alarm, the description of the generated
alarm, and the time stamp.
• Endpoints—Displays the endpoint name, IP address, physical location, session duration, and device
model.
• Infrastructure—Displays the details of the infrastructure devices in use. You can launch the Infrastructure
Devices login page using the IP address link. You can also launch the Device Inventory page to view
the inventory details of the device by clicking the Device Name.

The following table lists the actions that you can perform in the 360° Session View:

Table 45: Actions Performed in 360° Session View

Click the Troubleshoot Session icon to launch the Session Troubleshooting page for the selected session,
where you can select the direction for troubleshooting.

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Click the Add to Watch list icon to add a session to the watch list. It is enabled for scheduled and in-progress
sessions.
If you have added an in-progress session to the watch list, the troubleshooting workflow starts immediately
between endpoints for a point-to-point session and between an endpoint and a Multipoint Switch, for a
multipoint session.
If you have added a scheduled session to the watch list, the troubleshooting workflow starts after the session
starts.
If you have scheduled a recurring session, add each instance of the recurring session to the watch list. For
example, if you have scheduled a recurring session for every day over 5 days, add the session to the watch
list for every day (5 days).
To monitor troubleshooting, click the icon in the 360° Session View.

View the troubleshooting report. The link is displayed for a completed session only if you performed
troubleshooting, either manually or automatically.

View the troubleshooting report. The link is displayed for a completed session only if you performed
troubleshooting, either manually or automatically.

Click the See Alarms icon to launch the Alarm browser. The Alarm browser lists all alarms for the selected
session (includes both session and endpoints alarms).

Click the Monitor Endpoint icon to launch the Endpoint Diagnostics page.

Session Topology
The session topology displays the endpoints that are part of a session. If it is a multipoint session, the
conferencing devices are displayed along with the endpoints. Also, if the call is a traversal call, Cisco VCS
is displayed.
To launch the session topology, select a session in the Video Collaboration Sessions table.
The alarm badge displayed on the link and endpoints indicates a fault in the delivery of packets and the
peripherals, respectively.

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The following figure shows the different statuses displayed in the session topology.

Figure 7: Session Topology

1 An endpoint with a limited visibility icon that 2 A No-Show icon associated with an endpoint.
participates in the session.

3 An active link between an endpoint and a 4 An endpoint with a major alarm that
Multipoint Switch without alarms. participates in the session. The problem is in
peripheral devices.

5 An active link between an endpoint and a 6 A Disconnect icon associated with an

Multipoint Switch with a major alarm. endpoint.

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7 Unknown endpoint; an endpoint that is not — —

currently managed in Cisco Prime
Collaboration. The inventory details for these
endpoints may not be available in the Cisco
Prime Collaboration database. The endpoints
and controllers must be in the Managed state
also the registration status should be available
in the Device 360° view.
The endpoints that are registered to the Cisco
VCS Expressway are also displayed as
Unknown endpoints.
A managed endpoint in Cisco Prime
Collaboration can make a call to an unsupported
endpoint.

If there is a fault in the network, the alarm badge is displayed on the network line. You can launch a quick
view on the topology to identify the network link direction where the fault has occurred.

Network Link Quick View

To launch the quick view, rest your mouse pointer over the alarm badge and click the quick view icon. The
network link quick view contains the following tabs:
• Link Summary—Displays the alarm status between the endpoints for point-to-point sessions and between
an endpoint and Multipoint Switch for multipoint sessions.
• Alarms Summary—Displays the alarm severity, the source that triggered the alarm, and the description
of the generated alarm.
• Call Details—Displays the endpoint name, phone number, and protocol. These details are displayed for
the endpoints connected through the selected network link.

Endpoints Quick View

You can launch a quick view for endpoints in the Managed and Unknown states. To launch the quick view,
rest your mouse pointer over an endpoint and click the quick view icon.
For devices in Managed state, the following details are displayed:
• Endpoint Summary—Displays the endpoint details such as system type, IP address (IPv4 or IPv6),
physical location, usage status, directory number (SIP URI or H323 ID), cluster ID, and so on.
If you have deployed Cisco Prime Collaboration in MSP mode, you can see the customer to which that
endpoint belongs to, and the Private IP and Public IP addresses respectively. You can click the Public
IP address to launch the endpoint's Management Application.
• Alarms Summary—Displays the Alarm Severity, the Category of the alarm, and the Description of the
generated alarm.

From the quick view, you can add an endpoint to the watch list, launch the Endpoint Diagnostics page, and
view the alarms for the selected endpoint.

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Conferencing Resource - Cisco Prime Collaboration also lets you view information about the region that the
MCU belongs to.

Endpoint Statistics
You can monitor the Quality of Service (QoS) of the endpoints in this pane. Endpoint statistics are displayed
for in-progress and past sessions. Also, the peripheral status and system information are available for the
scheduled sessions.
This page displays information on the peripheral status, endpoint system details, session details, and session
statistics for a selected endpoint in the session topology pane.
In a Multisite session, the session statistics (audio and video) and session information are displayed for each
connected endpoint when the center endpoint (conferencing device) is selected.

Note Session statistics details (present and past) are not displayed for Cisco Cius and Cisco IP Phones.

Session Statistics
The Session Statistics pane displays the statistics information, such as packet loss, latency, jitter, and so forth,
for:
• Audio—Primary codec, secondary codec 1 and 2, auxiliary and primary legacy.
• Video—Primary codec and secondary codec 1 and 2.

The information displayed varies, based on the endpoint type that you have selected.
A black vertical line indicates the threshold value. You can define the threshold value for Rx packet loss,
average period jitter, and average period latency using the Assurance Administration > Event Customization
> Threshold Rules option.
Red indicates that the value has exceeded the defined threshold. Gray indicates the current value. This color
is used for those parameters that do not contain threshold values.
An alarm badge indicates the actual fault in the network. For past sessions, Cisco Prime Collaboration does
not display the threshold value or alarm badge-in session statistics.
All session and endpoint statistics data older than one day are purged.

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PART VI
Dashboards and Reports
• Cisco Prime Collaboration Dashboards, page 239
• Cisco Prime Collaboration Reports, page 285
 CHAPTER 21
Cisco Prime Collaboration Dashboards
• Cisco Prime Collaboration Dashboards, page 239

Cisco Prime Collaboration Dashboards

The Cisco Prime Collaboration dashboards provide consolidated information for devices, applications, and
endpoints. With these dashboards, you can:
• Monitor all endpoints for a user using a single interface.
• Determine service experience for all endpoints.

For data to be populated in the dashboards, you must complete the following tasks:
• Discover the devices
• Import the sessions (for Session-related dashboards)
• Poll the devices

The following table describes the Cisco Prime Collaboration dashboards.

Dashboard Description Cisco Prime Collaboration

Deployment
OpsView (Monitor > System Provides high-level information about the Cisco Prime Collaboration
View > OpsView) Cisco Unified CM and VCS clusters. Assurance AdvancedCisco
Prime Collaboration Assurance
Standard

Service Experience (Monitor > Information about quality of service. Cisco Prime Collaboration
System View > Service Assurance Advanced
Experience)

Performance (Monitor > Provides details on critical performance Cisco Prime Collaboration
System View > Performance) metrics of each managed element. Assurance AdvancedCisco
Prime Collaboration Assurance
Standard

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Dashboard Description Cisco Prime Collaboration

Deployment
Contact Center Topology Information about Unified Contact Center Cisco Prime Collaboration
(Monitor > System View > Topology View. Contact Center Assurance
Contact Center Topology)

If you have deployed Cisco Prime Collaboration in MSP mode, you can view the following dashboards from
the Cisco Prime Collaboration home page:
Dashboard Description
Customer Summary (Monitor Information about alarm, endpoints, and inventory aggregated per customer.
> System View > Customer
Summary)
TelePresence Exchange Information about cluster node, call and session control devices, region
(Monitor > System View > summary, and conferencing devices.
Telepresence Exchange) Note If CTX devices not managed, no data is populated in any of the
dashlets.

You can view detailed information on endpoints, infrastructure devices, and a logical top-level view of the
network of a particular customer through the Customer Summary dashboard. This launches the other dashboards
for individual customers mentioned in the preceding table.

Note • The Enterprise dashboards (Service Experience, Alarm, Contact Center Topology depending on the
licenses you have) in Cisco Prime Collaboration do not filter content by default through the global
customer selection field.
• If you select another customer through global selection the user interface will refresh and the home
page showing the Customer Summary dashboard is displayed.
• To change the customer you need to click the customer name from the Customer Summary dashboard.

You can view data either as a chart or in a tabular format. By default, reports are displayed as charts that are
interactive; that is, you can click on the data to launch the associated page. When you view a report in the
tabular format, you can export data in the CSV format.
In the dashboard, you can view data for:
• A day—Data collected from 00:00:00 hours to current time.
• A week—Data collected during the last seven days including today, starting from 00:00:00 hours.
• Four weeks—Data collected during the last 28 days including today, starting from 00:00:00 hours.

Note On all the pages, the time displayed is the Cisco Prime Collaboration server time.

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Ops View
The Ops View or Cluster View in the Home page (Monitor > System View > OpsView) provides high-level
information about the Cisco Unified CM and VCS clusters that are available in the system. Based on your
mode of deployment, you can view the details of all the clusters in your system or clusters for a specific
customer. The Ops View displays the unregistered count of the hard and soft endpoints as separate entity.
Prerequisites:
• The cluster must be discovered in Cisco Prime Collaboration for the cluster data to be displayed in the
Ops View.
• A user must be associated to a domain or customer that has one or more Cisco Unified CM or VCS
clusters in the system. However, this is not applicable for globaladmin users as they have access to all
the domains.

Note In case the Ops View is blank, refer to the note in the section Getting Started with Prime Collaboration
Assurance in the Cisco Prime Collaboration Assurance and Analytics Install and Upgrade Guide.

You can view the details of the cluster either in Treemap view or List view.

You can use the treemap view to… You can use the list view to …
View high-level summary of the faults and also the View high-level summary of the faults and also the
split up of Critical, Major, Minor, and Warning split up of Critical, Major, Minor, and Warning
alarms. By clicking on the Total alarms count link, alarms. By clicking on the Total alarms count, you
you can cross launch to the Alarms browser, in the can cross-launch to the Alarms browser, in the Alarms
Alarms & Events page. & Events page.
Note The Total alarm count displayed in the Ops
View not only includes the alarms raised on
the cluster nodes, but also the alarms raised
on the individual devices (provided it is
associated with the Cisco Unified CM or
VCS cluster).

View the registration information (number of View the number of Registered, Unregistered-hard
endpoints that are registered, unregistered-hard endpoints or soft clients, Registered with Backup,
endpoints or soft clients, registered with backup, and and Unknown phone counts for each device type.
unknown) of all the different types of devices in the Click the phone counts for Endpoints to launch the
cluster—phones, media resources (hardware and Endpoints Diagnostics page and the phone counts for
software), MGCP gateways (including each port), all the other device types (Media Resources, Voice
CTI Route Points, CTI ports, and Voice Mail Ports. Mail Ports, and MGCP Gateways) to launch the
Connected Devices tab with all the devices for that
Click the registration status counts for Endpoints to
device type filtered.
cross launch to the Endpoint Diagnostics page and
the registration status counts for the other device types The CTI Ports and CTI Route Points device types
to cross launch to the Connected Devices tab with are displayed by default.
all the devices for that device type filtered.

Launch the Summary View for that cluster, by Launch the Summary View for that cluster, by
clicking on the cluster name. clicking on the cluster name.

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Note • The data displayed in the Treemap view depends on the components that are available in the system.
However, the information about Alarms is displayed for all the clusters.
• When you click a VCS cluster in the treemap view or list view, only the Topology page is launched.
The Summary, Endpoint by Device Pool, Connected Devices, Route Pattern Summary, and Device
Search tabs are applicable only for Cisco Unified CM clusters.
• For deployment of more than ten clusters, the treemap view displays title links for each cluster.

In the treemap view, you can also view the above mentioned details in a quick view, by clicking on the Alarms
component for alarm details and device type components for the registration status information.
The treemap view auto refreshes every two minutes. To disable the auto refresh functionality, uncheck the
Auto Refresh check box at the top right corner of the treemap view.
Color Codes in the Treemap View:
In the treemap view, the device types and alarms in a cluster are classified based on the following severity
categories:
For severity… The color displayed is … If there are…
Critical Red
• One or more critical alarms
in the cluster.
Or
• More than or equal to 10%
Unregistered hard endpoints.

Note When the Red color is

displayed, Ops View
displays the hard and soft
Unregistered endpoint
count separately.

Major Orange
• One or more major alarms in
the cluster.
Or

• Less than 10% Unregistered

hard endpoints.

Note When the Orange color is

displayed, Ops View
displays the hard and soft
Unregistered endpoint
count separately.

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For severity… The color displayed is … If there are…

Minor/Warning Yellow
• One or more minor/warning
alarms in the cluster.
Or
• Any device in the Registered
with BackUp state.

Normal Green
• No critical, major, or minor
alarms.
Or
• All devices are in the
registered or unknown state.

Troubleshooting
1 Issue: The Ops View does not display the clusters
Recommended Action: Check that the following conditions are met:
• Ensure the cluster has been discovered and Cisco Unified CM is in managed state in Inventory
Management
• Ensure the CDT discovery is completed for the clusters, and are displayed in Inventory Management
• The Endpoint Diagnostics displays all the endpoints

2 Issue: The Registration status does not display the correct count

Recommended Action: Check that the following conditions are met:

• Ensure the CDT discovery had updated the count information
• You must re-trigger the CDT discovery if the CDT discovery is not completed successfully
• Ensure Cisco Unified CM is enabled to send syslogs to Cisco Prime Collaboration.

Summary
The Summary tab provides the system utilization status for each Unified CM node in the cluster.
It includes the following dashlets:
• Summary
• Call Processor Health Summary
• Alarm Summary
• Registration Summary

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• License Summary

Summary
Provides high-level cluster information along with inter-cluster details such as the number of H323 & MGCP
Gateways Configured, SIP Trunks Configured, and the Device Pools.
You can also view the cluster version, database replication status, and number of Unified CM nodes in the
cluster. Click Cluster Call Activity to view the last 24 hours call activity graph for all the Unified CM nodes
in the cluster.

Call Processor Health Summary

Provides information on CPU usage, Virtual Memory usage, Disk usage, and the number of calls attempted
or completed (in the current hour and peak hour). Click Call Activity to view the last 24 hours call activity
graph for the selected Unified CM node. Click the CPU Usage, VM Usage, or Disk Usage value to launch
the Performance tab with the System Summary dashboard for that cluster type selected.
You can also view long term call activity trend for the Cisco Unified CM cluster—select one or more cluster
nodes and choose Call Activity from the Trend drop-down list.

Note For those fields that are not applicable for IM & Presence, it is displayed as N/A.

Alarm Summary
Provides a high-level summary of the faults on all clusters managed by Cisco Prime Collaboration. You can
click the alarm data in the Total column to cross-launch to the Alarms browser, in the Alarms & Events page.

Registration Summary
Provides information about the registration status of the phones, media resources (hardware and software),
MGCP gateways (including each port), CTI Route Points, CTI Ports, and Voice Mail Ports in the cluster.
The following information is displayed for the endpoints:
• Number of endpoints that are registered
• Number of endpoints that are registered with backup
• Number of endpoints that are unregistered
• Number of endpoints that are unknown or rejected

You can click the endpoints data for each of the above mentioned registration status to launch the Connected
Devices tab for that device type.

License Summary
Provides licensing information for the Cisco Unified CM cluster. For versions 9.0 and above, click the Click
here for CUWL License Details link to launch the login page for Cisco Prime License Manager.
For versions below 9.0, it retrieves and displays the licensing information—Licence Type, Units Authorized,
Units Used, and Units Remaining.

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Endpoint by Device Pool

The Endpoint by Device Pool tab provides the summary of phones in the cluster at the device pool level.
It displays the following information:
• Total number of endpoints configured to this device pool
• Number of endpoints that are registered
• Number of endpoints that are registered with backup
• Number of endpoints that are unregistered
• Number of endpoints that are in unknown or rejected states
• Service Quality Endpoints and Events.

You can click the endpoints data for any of the above-mentioned registration status to cross launch to the
Endpoint Diagnostics page.
Click the endpoints data in the SQ Issues column to launch the Impacted Phones Report page. This page
lists all the phones in the device pool that are impacted by voice quality issues.
The events count link in the SQ Issues column launches the SQ Alert Report page. This page lists the details
of the events raised for that particular device pool in the cluster.

Note A flag is displayed against the device pool name whenever the Phones Unregistered Threshold Exceeded
or Service Quality Threshold Exceeded alarm for that device pool is raised.

Topology—Cisco Unified Communications Manager or Cisco TelePresence Video Communication Server Cluster
The cluster topology displays a logical top-level view of the following clusters:
• Cisco Unified Communications Manager (Unified CM)
• Cisco TelePresence Video Communication Server (VCS)

You can use the Cluster Topology View to:

• View devices registered to the Unified CM or VCS, the states in which the devices are, and the registration
status of the devices in the cluster.
• View alarms and act on alarms on individual devices and the cluster level.
• View database replication status.
• Search for devices in a cluster.

Prerequisites
• All devices should be in managed state in Cisco Prime Collaboration.
• The Unified CM publisher should be in Managed state.
• The cluster should be discovered in Cisco Prime Collaboration.

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Note • Only the public IP address and DNS name is displayed in the topology.

Access the Unified CM or VCS Cluster Topology

To access the Cisco Unified CM Topology View, choose Monitor > System View > OpsView. Click on a
Unified CM cluster name, and then go to the Topology tab.
To access the Cisco VCS Topology View, choose Monitor > System View > OpsView. Click on a VCS
cluster.
You can also view the Topology tab from Device 360 View of Unified CM or VCS. Click the Cluster ID
value in the Device 360 View. This launches the Cluster View page for that cluster. Now click Topology to
launch the Topology View.

Cluster Topology—Components
For a Unified CM or VCS cluster, the following components or details (if applicable) appear:

Unified CM Cluster VCS Cluster

Cluster Name Cluster Name

Unified CM VCS

Endpoints Endpoints

Unknown Devices Cisco TelePresence Management Suite (TMS)

Application Servers Cisco TelePresence Conductor

Gateways (H323, MGCP, and SIP) Cisco TelePresence Server

Cisco Multipoint Control Unit

Cisco TelePresence Manager -

Cisco IM and Presence -

Cisco TelePresence Conductor -

Cisco TelePresence Server -

Cisco Multipoint Control Unit -

Cisco Unity Connection -

Cisco Unified Border Element -

Cisco TelePresence Multipoint Switch -

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Unified CM Cluster VCS Cluster

Cisco Unified MeetingPlace -

Cisco Unified MeetingPlace Express -

Cisco MediaSense -

Cisco Unified Customer Voice Portal -

Cisco Emergency Responder -

Cisco Unity Express -

Cisco Unified Contact Center Express -

Cisco Unified Contact Center Enterprise -

When you hover an Inter Cluster Trunk (ICT), the tool tip displays the following information:
• Source
• Gatekeeper IP
• Target
• Protocol
• Trunk Name

Click on the ICT icon to launch the Topology view for the ICT cluster. If you are using Internet Explorer
version 11, when you click on the ICT icon, it will take a few moments to launch the Unified CM topology
as the browser gets refreshed.

Note If you do not have privileges for domains or customers to view the cluster, the ICT Cluster Topology view
does not appear.

The link status of the links between the following are shown:
• Unified CM cluster—Unified CM, and MGCP, Voice Mail ports (Cisco Unity Connection with SCCP),
Media Devices, CTI Ports, and CTI Route points
• VCS cluster—VCS, and MCU, and Cisco TelePresence Server

On hovering over the link, a tool tip appears to show the status of the link.
When a link between devices and Unified CM is down, you can click the link, to launch the Registered Devices
tab. The list of devices is automatically filtered to show the devices with Registration Status as Unregistered.
To view the registration status of other devices, filter on the Registration Status field.
If a Warning or Critical icon appears on the link, it denotes:
• Warning icon - Either Registration, or Link status is down.

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• Critical icon - Registration and Link status, both are down.

View Information in the Cluster

You can view the following information from the cluster.

Viewing Options
You can choose to view:
• The IP Address or DNS of the devices or hide both the labels by selecting from the drop-down list
available. By default, DNS is displayed. Hide label does not hide the labels for Inter Cluster Trunks and
unmanaged endpoints.
• All devices or devices with alarms only (select Show Devices with Alarms check box). This is applicable
only for devices in the cloud, and not the Unified CM or VCS node, Inter Cluster Trunks (ICTs), or
Unmanaged Devices group.
• Cluster map in Distributed, Hierarchic or Circular layout by selecting from the drop-down list available.
By default, the page displays Circular layout.

The preceding viewing options are preserved when you launch the cluster view from an earlier used browser.
If any group has more than 50 devices, by default it appears in a collapsed form. You have to expand to view
the devices.
The page is refreshed every two minutes by default.

Endpoints in the Cluster

All endpoints part of the cluster are shown as a single group with an icon. Point to the group icon, to view the
following details in the tool tip:
• Total Endpoints
• Registered Endpoints
• Unregistered Endpoints (Hard and Soft)
• Unknown Endpoints

You can click on the quick view icon of the endpoint group, and then click on the counts to launch the Endpoint
Diagnostics page, which displays information filtered on the selected endpoints.

List of Unmanaged Devices in the Cluster

You can view the list of unmanaged devices in the cluster by clicking on the Unmanaged group icon. The
Unmanaged Devices pop up window appears. The Unmanaged Devices table shows the Device IP Address/Host
name, Type (device type), and Linked to information. You can search for a device using the Quick Filter or
Advanced Filter
You can add or discover a device from the Unmanaged Devices page. Click the Add Device button to discover
the devices from the Inventory Management.

Device Details
If you point your cursor on any device, you can view the IP Address, Host name, Status, and Capability of
that device. Click on the device icon to launch its Device 360 degree view.

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Database Replication Status for Cisco Unified Communications Manager Clusters

A green tick icon shows that Database replication successful between Cisco Unified Communications Managers
in the cluster. A red cross shows that Database replication error between Cisco Unified Communications
Managers in the cluster. This feature is applicable for Unified CM cluster only.

Alarm Details
Alarm icons appear next to the device when an alarm is raised on the device or the cluster. When an alarm is
raised, it remains in the Topology View until it is cleared or manually cleared.
To view the alarms of a device, click on the device, The Device 360 degree view pop up window of the device
appears, listing the alarms under the Alarm tab in the bottom pane of the window.
To view the cluster-level alarms, click on the alarm icon in the cluster cloud. The Cluster Alarm pop up
window is displayed. Now click Alarm Details to cross launch to the Alarms & Events page. The Alarms
are filtered according to the cluster.
You can also go to the Summary tab (Choose OpsView, and click on the cluster). In the Alarm Summary
dashlet, click on the value of the Total column of the cluster. The Alarms & Events page is displayed. The
Alarms are filtered according to the cluster.
Cluster level alarms are available for Unified CM clusters only.

Note Information alarm is not displayed.

Device icons are grayed out in the following conditions:
• When the device is in Unreachable state in Inventory Management.
• When the deviceunreachable alarm is raised on the device.

Search for Devices

You can search for devices by host name, and IP address using the search box in the Topology View pane.
The device which matches the search query is highlighted with a box and moved to the center. If the search
query matches two or more devices, all these devices are highlighted with a box.
When the searched device is part of a group that has more than 50 devices then:
• If the group is not been expanded before, then the entire group is highlighted. You have to expand the
group to see the device, which is highlighted after expansion of group.
• If the group is expanded before, then the group expands by default, and the device is highlighted.

Note Search for phones is not supported.

Connected Devices
The Connected Devices tab helps you perform a device search based on the Device Type, Registration Status,
and IP filter.

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Performance
The Performance tab displays pre-defined dashboards based on the Unified CM publisher node you select
in the Ops View. You cannot select any other cluster node from the Cluster or Device drop-down list. It also
allows you to create custom performance dashboards.
For custom dashboards that you create, you can enable historical trending. See section Create Custom
Performance Dashboards.

Route Pattern Summary

The Route Pattern Summary displays information regarding utilization and call volume for each route group.
It also displays the route lists or gateways configured in the cluster.

Note Click the route group name link to launch the Report pop-up window. This window displays the utilization,
call volume, and channel usage for the selected route group.

You can view the following information:

• Route List or Gateway
• Route Pattern associated with the Route Group

Device Search
The Device Search tab helps you perform a search for devices in the selected Unified CM cluster. For more
details, see section Unified CM Device Search, on page 159.

Endpoint Registration Summary

Provides a summary of the status of all the endpoints in the network. You can view a summary for hard
endpoints (such as E20, Phones, and CIUS), soft clients (Cisco Unified Personal Communicator, Cisco IP
Communicator, iPhone, Android, Cisco Jabber, and Client Services Framework [CSF]), and Jabber endpoints
separately also.
Prerequisites
• All devices should be in managed state in Cisco Prime Collaboration.
• The cluster should be discovered in Cisco Prime Collaboration.

The dashboard displays the summary as a pie chart or table. It provides information about the endpoints in
the following modes:
• Unregistered—Endpoints that are not registered with Cisco Unified Communications Manager and VCS.
Displayed in red. The count displayed for “Unregistered from UCM” includes the devices that are in
Energy Save mode.
• Registered—Endpoints that are registered with Cisco Unified CM and Cisco VCS. Displayed in green.
The count displayed for “Registered Hard Phones” includes the Cisco TelePresence endpoints.

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• Unknown—Endpoints that are in Unknown state (registration status of the endpoints is unknown).
Displayed in blue.

Click the pie chart to view the Endpoint Health Troubleshooting window, which has the links to the following
pages:
• Endpoint Diagnostics
• Phone Report
• UCM Troubleshoot
• VCS Troubleshoot

The phone counts shown in the UC Topology View, Diagnostics Summary View, and Endpoint Registration
Summary dashlet will be in synchronized, with a maximum of 10 minutes delay. You can schedule cluster
discovery to trigger this synchronization manually, if required. Cluster discovery will also resynchronize the
registration status for all phones. If cluster discovery is not scheduled manually, synchronization takes place
as part of nightly cluster discovery.

Availability Summary
Provides the most recent data about the devices listed under the Unified Communications device group.
The Availability Summary dashlet tracks a subset of supported critical events for each device type in Cisco
Prime Collaboration and displays the device as Down. To view the list of events, see the Service Availability
Summary Events wiki page. For event description and device type, see the Supported Alarms and Events for
Prime Collaboration Assurance.
The X axis displays the number of applications. The Y axis displays the application type.
Green indicates applications that are active. Red indicates applications that are down.
Click the bar to open a popup that provides links to Cluster View and Alarms browser.

Note This dashlet does not display any data when there are no devices added in Cisco Prime Collaboration.

Service Experience
The Service Experience dashboard helps you identify the most impacted TelePresence endpoints with call
quality alarms, poor call quality locations, sessions with alarms, and call failure locations.
It contains the following dashlets:
• Top 5 Poor Voice Call Quality Locations
• Top 5 Call Failure Locations
• Top 10 TelePresence Endpoints with Call Quality Alarms
• Session with Alarms

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Note The Call Quality dashlets display incorrect information if the location of the device is different from the
location of the device pool that is assigned to the device. Ensure that you configure the same location at
the device and the device pool level.

Top 5 Poor Voice Call Quality Locations

Provides information about the top five locations that experienced the poorest call quality in the last hour.
You can view the call data older than the last hour from the CDR & CMR reports under Assurance Reports.
The X axis shows the location. The Y axis shows the number of poor calls. The Z axis shows the percentage
of poor calls, represented as bubbles. If the percentage of failed calls in a location is less than 0.5, the location
is ignored.
If you have deployed Cisco Prime Collaboration in the enterprise mode, the Top 5 Poor Voice Call Quality
Locations report contains data associated with a specific domain that you have selected in the global selection
drop-down list (top-right of the home page).
If you have deployed Cisco Prime Collaboration in MSP mode, the Top 5 Poor Voice Call Quality Locations
report contains customer name, data that is associated with a specific customer (that is selected from Home
> Customer Summary).

Note Cisco TelePresence call details are not included in this dashlet.

Click the bubble in the Z axis to view the following details:

• Cluster
• Poor calls
• Total calls

Click Troubleshoot to open the Call Quality Troubleshooting page. The Call Quality Trend pane shows the
poor calls for the last 24 hours, per location. The Impacted Devices pane shows the devices that were involved
in the call for that particular hour. Click any bar in the Impacted Devices pane to open the Call Details pane.

Note To view the call details, phone access switch must be monitored or discovered from the phone using CDP
neighbor discovery.

Top 5 Call Failure Locations

Displays the top five locations that experienced the most call failures in the last hour. Cisco Prime Collaboration
aggregates the available CDR data at fixed time intervals and displays it in this dashlet.
The top five locations are chosen taking into account all the Cisco Unified Communications Manager clusters
that are added in Cisco Prime Collaboration. For example, if three Cisco Unified Communications Manager
clusters are added in Cisco Prime Collaboration, and each cluster has 30 locations, then the top five locations
are chosen from among these 90 locations.

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If there are fewer than five locations that are experiencing call failures, only those locations are shown. If the
percentage of failed calls in a location is less than 0.5, the location is ignored.
If you have deployed Cisco Prime Collaboration in the enterprise mode, Top 5 Call Failure Locations report
contains data associated with a specific domain that you have selected in the global selection drop-down
(top-right of the home page).
If you have deployed Cisco Prime Collaboration in MSP mode, the Top 5 Call Failure Locations report contains
customer name, data that is associated with a specific customer (that is selected from Home > Customer
Summary).
You can click the bubble in the Z axis to view the following details:
• Cluster
• Failed Calls
• Total Calls

Click Troubleshoot to open the Call Failure Troubleshooting page.

Top 10 TelePresence Endpoints with Call Quality Alarms

Displays the top 10 endpoints with call quality alarms (for packet loss, jitter, and latency).
You can click on the alarm data to launch the Alarms page.

Session with Alarms

Displays the number of in-progress sessions with alarms.
You can launch the 360° Session View from this dashlet.

Alarm Dashboard
The Alarm dashboard helps you identify the most impacted TelePresence endpoints with alarms, devices with
alarms, and infrastructure alarm summary.
It contains the following dashlets:

Top 10 Impacted TelePresence Endpoints with Alarms

Displays the top 10 TelePresence endpoints with alarms. You can click on the bar chart to open a quick view
that has the summary of all the alarm severity count. The alarm count includes alarm with the severity Cleared.
By clicking on the Total alarms count, you can cross-launch to the Alarm browser to view the alarm details.
You can view the graph for endpoints and service infrastructure devices.

Top 10 Devices with Alarms

Displays the top 10 devices with alarms. You can click on the bar chart to open a quick view that has the
summary of all the alarm severity count. The alarm count includes alarms with the severity Cleared.
By clicking on the Total alarms count, you can cross-launch to the Alarm browser to view the alarm details.
You can view the graph for endpoints and service infrastructure devices.

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You can launch the Inventory Management and click either on the Endpoint or Service Infrastructure links
to view the device details.

Note Clusters are not treated as devices and are not shown in this dashlet.

Infrastructure Alarm Summary

Displays the number of infrastructure devices with and without alarms. In addition, you can also view the
number of devices, based on the alarm severity.
You can click on the total device data to launch the Device Inventory page. You can also click on the devices
with alarms data to launch the Alarms and Events page.
By default, the information is displayed in a pie chart. The pie chart is updated when the user interface is
refreshed. You can change this display to a table.

Utilization Monitor
The Utilization Monitor (Monitor > Utilization Monitor) page provides information about the trunks
utilization, trunk/route groups utilization, location CAC bandwidth utilization, conferencing devices, conductor
bridge pool utilization, TelePresence endpoints utilization, and license usage.

Trunk Utilization
Provides information about the most utilized trunks in terms of channel usage.
You can view the utilization, associated gateway IP and name, and associated route group details.
Cisco Prime Collaboration allows you to configure maximum capacity for SIP trunks. Click the SIP Trunks
Capacity Settings link, under SIP Trunk Max Capacity tab, select the Gateway that is a Border Element and
select the IP of the Border Element. Specify the maximum number of calls that can go through the SIP Trunk.

Note You must have admin privileges to access the SIP Trunks Capacity Settings link.

Click the percentage link in the Utilization column to display a graph that plots trunk utilization against time.
The data for the last polling cycle is displayed.
You can view popups that display the usage as a percentage when you place the cursor on the X axis coordinates
for each four-minute interval. To open a detailed performance graph showing trunk or route usage, click the
points on the graph or the channel utilization bar that correspond to the X axis coordinates.

Note HSRP-enabled devices are not supported in Cisco Prime Collaboration Assurance.

The following table provides an overview of the utilization report for various types of SIP trunks in Cisco
Prime Collaboration Assurance.

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Table 46: Utilization Report for SIP Trunk Types

SIP Trunk Type Utilization Report

Data Source Support

SIP trunk connected to Cisco Polling the CUBE directly Available

Unified Border Element (CUBE)

UCM SIP trunk (These trunks are RTMT UCM SIP Performance NA. Only RTMT performance
not provided by service provider Counter dashboard to check Call Volume
but are created by Enterprise at a given time.
administrator. For example, ICT,
Trunk to WebEx, etc).

SIP trunk not connected to CUBE RTMT UCM SIP Performance NA. Only RTMT performance
(for example, ACME). Counter dashboard to check Call Volume
at a given time.

Note Cisco Prime Collaboration supports utilization only for the SIP trunks that are connected to Cisco Unified
Border Element (CUBE). Cisco Prime Collaboration does not support utilization for SIP trunks that are
configured in Unified Communications Manager.

Route Group Utilization

Provides information about the most utilized route groups in terms of channel usage.
You can also view the utilization and associated cluster details. Click the percentage link in the Utilization
column to display a graph that plots route group utilization against time. The data for the last polling cycle is
displayed.

Note Even if trunks are associated to the route group, if polling does not happen then No Data Available error
is displayed.

You can view popups that display the usage as a percentage when you place the cursor on the X axis coordinates
for each four-minute interval. To open a detailed performance graph showing trunk or route usage, click the
points on the graph or the channel utilization bar that correspond to the X axis coordinates.
Cisco Prime Collaboration allows you to calculate the Route Group aggregation. Click the Route Group
Aggregation Settings link, and in the Trunk Utilization Settings page, click the Route Group Aggregation tab.
Select the Unified Communication System (UCS) cluster, Route Group, then select the Trunks that belong
to the specified Route Group.

Note You must have admin privileges to access the Route Group Aggregation Settings link.

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If Cisco Unified Border Element (CUBE) is configured with POTS dial-peers and/or T1/E1 voice interfaces,
and you still cannot view any values in the Gateway field under the Trunk Utilization settings, enter the IOS
IP address in the file /opt/emms/emsam/conf/cube_ip.txt for identifying it as CUBE.

Trunk Group Utilization

Provides information about most utilized trunk groups in terms of channel usage.

Note When polling for trunk groups does not happen, the No Data Available error message is displayed.

You can create user-defined trunk groups. Click the Trunk Group Settings link, and in the Trunk Utilization
Settings page, click the Custom Trunk Group Management tab. Select the trunks and click the Add New
Group button. The New Group dialog box is displayed. Fill in the details and click Save. A message notifies
you that the group is created successfully. You can add other devices to an existing user-defined trunk group
by clicking the Add to Group button. All user-defined groups are listed in the Custom Trunk Group pane on
the left side of the user interface. You can use the search field available under the Custom Trunk Group pane
to search for a user-defined trunk group. If these user-defined trunk groups are among the top ten utilized
trunk groups, their utilization information appears on the dashlet under Trunk Groups.

Note You must have admin privileges to access the Trunk Group Settings link.

Click the percentage link in the Utilization column to display a graph that plots trunk utilization against time.
The data for the last polling cycle is displayed.
You can view popups that display the usage as a percentage when you place the cursor on the X axis coordinates
for each four-minute interval. To open a detailed performance graph showing trunk or route usage, click the
points on the graph or the channel utilization bar that correspond to the X axis coordinates.

Top 5 Location CAC Bandwidth Usage

Provides information about the locations at which bandwidth usage is the highest.
You can view the location name, associated cluster, maximum bandwidth, utilization, and number of failed
calls details.
Click the Failed Calls icon in the Calls Failed column to launch the Location Out of Resource performance
graph.
By default, the table is sorted based on the number of failed calls.
If the maximum bandwidth value is set to Unlimited or None, polling does not occur and the table does not
display any data.
Data is polled every 4 minutes.
Location polling in Cisco Prime Collaboration Assurance is performed from a Unified CM node where
Location Bandwidth Manager service is enabled. The Location Bandwidth Manager run on any Unified CM
subscriber or as a standalone service on a dedicated Unified CM server in the cluster. A minimum of one
instance of Location Bandwidth Manager must run in each cluster to enable Enhanced Locations CAC in the
cluster.

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Note In Cisco Unified Communications Manager if the Use Video Bandwidth for Immersive parameter is set
to True, Cisco Prime Collaboration does not poll the Immersive counters and the table does not display
any data for Immersive Bandwidth.

Conferencing Devices
Displays the conferencing devices in your network.
You can see the following details:
• Status—Displays whether the device is normal, suspended or contains errors. You can click on the status
icon to launch the Alarm browser.
This icon is displayed when there is a critical service infrastructure, unreachable, or inaccessible alarm.
• Name and IP Address—You can click on the device name or IP address to launch it in a browser.
Rest your mouse pointer over the Name column and click the quick view icon to view the:
◦Media Processing Engine, Call Control Process, Conference Manager, Security Key Exchange,
and Media Switching status (for Cisco TelePresence Multipoint Switch only).
◦Audio Load, Video Load, Media Load, Video ports in use, Battery Status, Temperature Status and
Voltage status (for MCU only).
◦CPU and memory utilization.

• Device Type
• Video Ports Used
• Audio Ports Used
• Master Conductor

Click the utilization value of Video Ports or Audio Ports Used columns to launch the Detailed Video Port
Utilization or Detailed Audio Port Utilization graph. You can choose to view Utilization in percentage or
Absolute Utilization, or both (click All). You can also use the slider and select a small time interval also (such
as a minute) to view actual data for that interval. You can use this information to increase the number or ports
according to the utilization.
Utilization is shown from when the device is in Managed State for the first time in Cisco Prime Collaboration.
For example, the graph enables you to view data for 5 days by default, but data is shown for 4 days as the
device is in Managed state for 4 days only.

Conductor Bridge Pool Utilization

Provides information about the cumulative utilization of the conference bridges for each conductor pool in
your network.
You can see the following details:

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• Status—Displays the status of the conductor pool, depending on the status of the conference bridges
associated with each conductor pool. You can click on the status icon to cross-launch the Alarm browser
to view the individual status of the conference bridges in the conductor pool.
• Pool name—You can click on the pool name to cross-launch the device window in a separate browser.
• Video Ports Used—Click the utilization value of Video Ports/Screen License Utilization columns to
launch the Detailed Video Port Conductor Utilization graph. You can choose to view the Utilization in
either percentage or absolute value. You can also use the slider and select a small time interval also
(such as a minute) to view actual data for that interval. You can use this information to increase the
number or ports according to the utilization. Utilization is shown from when the device is in Managed
State for the first time in Cisco Prime Collaboration. For example, the graph enables you to view data
for 7 days by default.

Note Cisco Prime Collaboration supports only the Screen License mode for Cisco TelePresence
Conductor.

• Conference Bridge Type

• Conductor Name

Note At least one conference bridge has to be present in the conductor pool to display the utilization monitor.

TelePresence Endpoint
This dashboard helps you to identify the No Show endpoints, most commonly used and least used TelePresence
endpoints, and endpoint models.

Note IP Phones and Software Clients details are not included in the TelePresence Utilization reports. Polycom
is included in these reports.

It contains the following dashlets:

Top 10 Utilized TelePresence Endpoints

Displays the top 10 utilized endpoints in your network.
You can view the graph either by duration or session.
• By duration—The utilization is by usage hours. For example, if the utilization is shown as 0.634 hours,
it means the endpoint has been utilized for approximately 38 minutes (0.634 x 60).
• By session—The utilization is by number of session. Here, only completed session are considered. If
the number of session is one, the value of the x-axis is displayed in decimals (0.2, 0.4...). If the number
of session is more than one, the value of the x-axis is displayed in absolute numbers (1, 2, 3...).

You can click on the bar chart to launch the All Session Summary Report for the selected endpoint.

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Top 10 Utilized TelePresence Endpoint Models

Displays the utilization, based on specific endpoint models.
You can view the data:
• For a day—The maximum utilization is ten hours. That is, if the utilization is 120 minutes for a day, the
average utilization for a day is 20% ((120/[10*60])*100).
• For a week—The maximum utilization is 50 hours. That is, if the utilization is 1500 minutes for a week,
the average utilization for a week is 50% ((1500/[50*60])*100).
• For four weeks—The maximum utilization is 200 hours. That is, if the utilization is 10,800 minutes for
a month, the average utilization for a month is 90% ((10,800/[200*60])*100).

You can click on the bar chart to launch the Endpoint Utilization Report for the selected endpoint model.

Top 10 No Show TelePresence Endpoints

Displays the top 10 endpoints that did not participate in the scheduled session.
You can click on the bar chart to launch the No Show Session Summary Report for the selected endpoint.

Least 10 Utilized TelePresence Endpoints

Displays the least 10 utilized endpoints in your network.
You can view the graph either by duration or session.
• By duration—The utilization is by usage hours. For example, if the utilization is shown as 0.634 hours,
it means, the endpoint has been utilized for approximately 38 minutes (0.634 * 60).
If the utilization is zero, this is not shown in the bar chart. To see this data, you should launch the tabular
format.
• By session—The utilization is by number of session. Here, only completed session are considered. If
the number of session is one, the value of the x-axis is displayed in decimals (0.2, 0.4...). If the number
of session is more than one, the value of the x-axis is displayed in absolute numbers (1, 2, 3...).

You can click on the bar chart to launch the All Session Summary Report for the selected endpoint.

Least 10 Utilized TelePresence Endpoint Models

Displays the utilization, based on specific endpoint models. If the utilization is zero, this is not shown in the
bar chart. To see this data you should launch the tabular format.
You can view the data:
• For a day—The maximum utilization is ten hours. That is, if the utilization is 120 minutes for a day, the
average utilization for a day is 20% ((120/[10*60])*100).
• For a week—The maximum utilization is 50 hours. That is, if the utilization is 1500 minutes for a week,
the average utilization for a week is 50% ((1500/[50*60])*100).
• For four weeks—The maximum utilization is 200 hours. That is, if the utilization is 10,800 minutes for
a month, the average utilization for a month is 90% ((10,800/[200*60])*100).

You can click on the bar chart to launch the Endpoint Utilization Report for the selected endpoint model.

Number of TelePresence Session

Displays the number of in-progress and completed session. Click on the chart to launch the Session Detail
report for a particular session.

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The Session data is aggregated for every two hours. For example, on a day, assume that you had only two
session. The first session started at 01:00 hours and ended at 03:00 hours, and the second session started from
02:20 hours and ended at 05:50 hours.
The data is displayed as:
• 0:00—Zero
• 2:00—1; an in-progress session from 01:00 to 03:00 is displayed between 0:00 and 02:00 hours.
• 4:00—2; a completed session from 01:00 to 03:00 and an in-progress session from 02:20 to 05:50 are
displayed between 02:00 and 04:00 hours.
• 6:00—1; a completed session from 02:20 to 05:50 is displayed between 04:00 and 06:00 hours.
• 8:00—Zero; no session occurred between 06:00 and 08:00 hours.
• 10:00—Zero
• 12:00—Zero
• ...
• 24:00—Zero; no session occurred between 22:00 and 24:00 hours.

You can view the data as a chart or in a tabular format. You can also export the data into an Excel spreadsheet.

License Usage
The License Usage tab displays the licensing information for Prime License Manager (licenses usage of all
UC applications), VCS (license usage for VCS clusters), CVP (license usage for CVP call servers), and Contact
Center Enterprise License Usage(license usage for CCE). It contains the following portlets:
• Prime License Manager
• VCS License Usage
• Customer Voice Portal License Usage, on page 261
• Contact Center Enterprise License Usage, on page 262

Prime License Manager

You can see the following details:
• License Type—Displays the different types of licenses available, such as, CUWLPremium,
CUWLStandard, UCM Advanced, and so on.
• Product —The product type to which the license type belongs.
• Status—The status for a license type - valid, violated, demo.
• Remaining—Count of licenses available or unused, for each license type.

This dashlet is populated once, after nightly CDT discovery is completed, by default. This dashlet is also
refreshed after every CDT discovery.

VCS License Usage

You can view the Traversal and Non Traversal license usage for all VCS clusters, individual VCS servers in
a cluster, standalone VCS server(s), Cisco Expressway-Core, Cisco Expressway-Edge or a Cisco VCS with

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Cisco Collaboration Edge or Core. For Cisco Expressway-Core and Cisco Expressway-Edge clusters, you
can also view the peak number of calls since last restart in the Expressway Peak Concurrent Video Calls
column.

Note The licenses must be installed for the peak number of calls to be displayed. For VCS clusters, the column
for peak number of calls displays N/A when the license is not installed or when the value is zero.

This dashlet does not auto refresh. You have to refresh the dashlet to get current data.
For VCS version 7.0 and later, any traversal or non-traversal call licenses that have been installed on a cluster
peer are available for use by any peer in the cluster. For versions earlier than 7.0 licenses are not shared across
the cluster; each peer can only use the licenses that are installed in it.
The number of licenses that can be installed on any one individual peer is limited to the maximum capacity
of each VCS unit, as follows:
• 500 non-traversal calls
• 100 traversal calls
• 2,500 registrations

The registration licenses are not shared across a cluster. If a cluster peer becomes unavailable, the shareable
licenses installed on that peer will remain available to the rest of the cluster peers for two weeks from the time
the cluster lost contact with the peer. This will maintain the overall license capacity of the cluster - however,
each peer is still limited by its physical capacity as listed above. After this two week period, the licenses
associated with the unavailable peer are removed from the cluster. To maintain the same capacity for your
cluster, you should ensure that either the problem with the peer is resolved or new option keys are installed
on another peer in the cluster.

Customer Voice Portal License Usage

The Customer Voice Portal (CVP) License Usage is categorized under Prime License Manager licenses. This
dashlet displays the license usage of CVP call server.
Prerequisites:
• CVP with call server capability must be in managed state in Inventory Management.
• Contact Center Assurance License must be available.

This dashlet display entries based on polling data time interval. The default polling interval is 4 minutes.
This dashlet displays the latest count of polled records for the last 7 days.
You can view the following details:
• Device - CVP call server
• Ports In Use - Number of ports used
• Ports Available - Number of available ports
• Ports Requested - Number of ports requested
• Ports Requests Denied - Number of denied port request

When Contact Center Assurance License expires, the CVP license dashlet does not display the license usage
of CVP call server. To continue to use this feature, you must purchase required number of Cisco Prime

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Collaboration Contact Center Assurance concurrent agent licenses. For more information on licensing, see
the Manage Licenses chapter.

Note Click the values (other than zero) under the various columns to display the respective graphs that plot the
columns field against time.

Troubleshooting
1 Issue: CVP License Usage dashlet displays No Data Available.
Recommended Action: check the following conditions are met.
• CVP device must be in managed state in Inventory Management.
• CVP device must have call server capability.

2 Issue: CVP License Usage dashlet display entries, but value of the ports display as zero or keeps changing.
Recommended Action: As CVP License Usage dashlet display entries based on polling data time interval,
the value of ports display as zero or keeps changing.

Contact Center Enterprise License Usage

This dashlet displays the license usage of Unified Contact Center Enterprise (Unified CCE).
Prerequisites:
• Unified CCE Router or Unified CCE Peripheral Gateway must be in managed state in Inventory
Management.
• Contact Center Assurance License must be available.

This dashlet displays the latest count of polled records for the last 7 days.
You can view the following details:
• Device - Device Name
• Capability - Capability of the device such as router or peripheral gateway
• Agents Logged On - Number of agents currently logged on

This dashlet displays entries based on polling data time interval. The default polling interval is 1 minute.
When Contact Center Assurance License expires, the Unified CCE license dashlet does not displays the license
usage of Contact Center Enterprise. To continue to use this feature, you must purchase the required number
of Cisco Prime Collaboration Contact Center Assurance concurrent agent licenses. For more information on
licensing, see the Manage Licenses chapter.

Note Click the values (other than zero) under Agents Logged On column to display the respective graphs that
plot the columns field against time.

Troubleshooting
1 Issue: Unified CCE License Usage dashlet displays No Data Available.
Recommended Action: Check the following conditions are met.

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• Unified CCE device must be in managed state in Inventory Management.

• Unified CCE device must have either Unified CCE Router or Unified CCE PG capability or both.

2 Issue: Unified CCE License Usage dashlet displays entries, but Agents Logged On value display as zero
or keeps changing.
Recommended Action: As Unified CCE License Usage dashlet displays entries based on polling data
time interval, the value of Agents Logged On display as zero or keeps changing.

Customer Summary Dashboard

You can view detailed information on endpoints, infrastructure devices, and a logical top-level view of the
network of a particular customer through the Customer Summary dashboard.
If you have deployed Cisco Prime Collaboration in MSP mode, you can view the following dashboards from
the Cisco Prime Collaboration home page:

Dashboard Description
Customer Summary Information about alarm, endpoints, and inventory
aggregated per customer.

TelePresence Exchange Information about cluster node, call and session

control devices, region summary, and conferencing
devices.
Note If CTX devices are not managed, no data is
populated in any of the dashlets.

The Customer Summary dashboard provides information about alarm, endpoints, session alarms and inventory
aggregated per customer. It contains the following dashlets:

Dashlet Description
Alarm Summary Displays the list of alarms consolidated per customer based on the severity.
Each customer level it gives the total alarms based on the Severity. You
can see the following details:
• Customer
• Total
• Critical
• Major
• Minor
• Warnings

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Dashlet Description
Device Summary Displays the list of alarms consolidated per customer based on the severity.
Each customer level it gives the total alarms based on the severity. You
can see the following details:
• Customer
• Total
• Managed
• Unmanaged
• Suspended

Endpoint Summary Displays the list of endpoints for each category, based on the Registration
status, per customer. You can see the following details:
• Customer
• Total -Registered
• Total -Unregistered
• Hard Endpoints -Registered
• Hard Endpoints -Unregistered
• Soft Clients -Registered
• Soft Clients -Unregistered

Sessions in Alarms Displays the number of in-progress sessions with alarms. You can see
the following details:
• Session Structure
• Session Type
• Watched Sessions
• Troubleshooting Status
• Session Subject
• Scheduler's Org
• Start Time

Voice Call Quality Events Displays summary of active Service Quality (SQ) events with the impacted
Summary endpoints. Active SQ events data for the last four hours and the summary
of impacted endpoints count are displayed.

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Contact Center Assurance Topology Dashboard

Cisco Prime Collaboration Assurance Advanced provides you with the logical top-level view of an entire
IP-based Contact Center, where the Unified Contact Center devices, managed by Cisco Prime Collaboration,
are displayed in a simple topology.
The Contact Center topology lets you view the entire set of devices in an IP-based Contact Center, considered
as primary data center (represented as side A in the topology), which is connected to a secondary data center
(represented as side B) via the private and public clouds.
If you have deployed Cisco Prime Collaboration in Enterprise Mode, go to Monitor > System View > OpsView
> Contact Center Topology.
If you have deployed Cisco Prime Collaboration in MSP mode, all devices that are managed by Cisco Prime
Collaboration, for a specific customer, are displayed in this dashboard. To navigate to the Contact Center
Topology page: go to the Home page, click a customer (Customer Summary > Customer name). Click Contact
Center Topology to view the corresponding Topology for that customer. Managed IP address is displayed for
devices in the topology view.
For the clouds (public and private clouds) in the topology, the corresponding interface information, which
has been configured, is displayed.
Click on the performance counter name or value (displayed below each device icon in the topology) to view
the performance dashboard for that counter in a new tab. For more information on Performance dashboard,
see Create Custom Performance Dashboards.
The Contact Center Assurance topology focuses on relationship between various devices in a contact center.
Rest your mouse-pointer over a device to view the IP address and host name details. The following devices
are displayed in the Contact Center Topology dashboard.
For a list of devices that are managed by Cisco Prime Collaboration 11.0, see Supported Devices for Prime
Collaboration Assurance.
For a list of devices that are managed by Cisco Prime Collaboration 11.1, see Supported Devices for Prime
Collaboration Assurance.
The following table lists the link status between devices in the Unified Contact Center:

Device 1 Device 2 Link Status

IPCC VRU PG Yes
IPCC Agent PG Yes
VRU PG CVP Call Server Yes
CVP VXML Gateway No
Agent PG CUCM Yes
CUCM Media Sense Yes
Agent PG Finesse Yes
AW/HDS CUIC Yes
UCCE Router Public Cloud Yes
UCCE Router Private Cloud Yes

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UCCE Router CTI Yes

CTI CTIOS Yes
UCCE Router MR PG Yes
VRU PG CVP Reporting Server No
UCCE Router Logger No
UCCE Router AW/HDS Yes

You can select Contact Center deployment router pair from the Select Any Router drop-down list. The
topology is displayed for the selected router pair. If a router is deleted from inventory, then the drop-down
list does not list the deleted router and corresponding side (Side A or Side B) to which that router belongs to
does not appear in the topology.
This is applicable only if you have deployed Cisco Prime Collaboration in Enterprise mode.
Troubleshooting through Topology View
In the Contact Center Assurance topology view, alarm icons appear next to the device when an alarm is
generated on the device. The topology also helps you troubleshoot the issue by allowing a quick launch to
the Device 360° view when you rest the mouse over the device IP address. From the Device 360° view, you
can see the Alarm and Interface. It also allows you to perform a trace route, ping the device, or go the Alarms
and Events page. For details on Device 360° view, see “Managing Inventory” chapter in the Cisco Prime
Collaboration Assurance Guide - Advanced.
For a device with alarms, the highest severity of the alarm only will be displayed. When an alarm is generated,
it remains in the Contact Center Assurance topology view until it is cleared. The cleared alarm is removed
after you invoke the Cisco Prime Collaboration purge operation.
If you have deployed Cisco Prime Collaboration in the MSP mode, the shared components are managed under
a common deployment. For the device that is shared, you can view the IP address only. If you do not have
access to devices that are shared, you cannot launch Device 360° for them (shared devices will be in the
view-only mode for those customers who have no access to such devices).

Note • If you have deployed Cisco Prime Collaboration in the MSP mode, topology view is not supported
in cases where you manage both shared (4 K Shared Contact Center) and dedicated deployment
models.
• The topology view is automatically refreshed every two minutes.
• Cisco Prime Collaboration supports single Unified CCE enterprise deployment only.
• Expand/collapse icons are available for abstract devices only.

Performance Dashboards
Performance page displays system-defined dashboards based on the performance counters.

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Note • You can monitor only one cluster per product for a single installation of Cisco Prime
Collaboration—Standard.
• If both cluster name and host name are same in Unified Communications Manager, you must rename
the cluster name and rediscover Unified Communications Manager in Cisco Prime Collaboration,
to view performance dashboards for the selected cluster.

To view the dashboards, select the product and cluster from the Cluster or Device drop-down list and then
select the required dashboard from the Dashboard drop-down list.
If you have deployed Cisco Prime Collaboration in MSP mode, in the Cluster drop-down list, only those
products and clusters which belong to a specific customer (that was selected from the Customer Summary
page) are displayed.
Along with the system-defined dashboards for every cluster or device, you can also view trends for the device
related metrics using the Trend dashboard. For more information on how to view trends, see Trend Dashboard.
For Cisco Prime Collaboration Release 11.1 and later
You can search for a device from the Cluster or Device drop-down list.

Unified CM and Unity Connection

The following system-defined dashboards are available for Unified CM:

Note For Unity Connection, you can see these dashlets only- System Summary, CPU and Memory, Disk Usage,
Process, and Port Monitor.

System Summary
Displays information about CPU usage, Virtual Memory usage, Common Partition Usage, and the Critical
Services status. As a system administrator you can monitor the System Summary dashlets to analyze the slow
response of the system.
CPU Usage
Displays the real time CPU usage and the maximum value in the past 3 minutes.
Limitation: You have to use other reports also to monitor the system at the per-process level to determine
which process or processes are causing CPU issues.

Virtual Memory Usage

Displays the real-time Virtual Memory usage and the maximum value in the past 3 minutes.

Common Partition Usage

Displays the real-time Common Partition Usage and the maximum value in the past 3 minutes.

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Services
Displays the name of the service, the status (whether the service is up, down, activated, stopped by the
administrator, starting, stopping, or in an unknown state), and the elapsed time during which the services
existed in a particular state for the server or for a particular server in a cluster (if applicable).

Note If the service status is displayed as Unknown State, the system cannot determine
the state of the service.

Communications Manager Summary

Displays registered phones, calls in progress, and active gateway ports and channels.
Registered Phones
Displays the total number of phones that are registered and the delta of phones that are registered in
the last minute. A negative value indicates that phones were unregistered; a positive value indicates
new phones were registered.

Calls in Progress
Displays the total number of calls in progress and the delta calls in progress in the last minute. A negative
value indicates that calls were completed or dropped; a positive value indicates new calls were
established.

Active MGCP Ports and Channels

Displays the total number of active MGCP ports and channels and the delta of active MGCP ports and
channels in the past minute. A negative value indicates that active MGCP ports and channels decreased;
a positive value indicates that active MGCP ports and channels increased.

Call Activity
Call Activity
Displays the call activity on Cisco Unified Communications Manager, including calls completed, calls
attempted, calls in progress, and logical partition total failures. This includes all servers in the cluster,
if applicable.

Calls Completed
Displays the total number of calls completed. Also displays the delta of calls completed in the past 1
minute. It can have positive or negative values based on the calls completed in the past minute.

Calls Attempted
Displays the total number of calls completed. Also displays the delta of calls completed in the past 1
minute. It can have positive or negative values based on the calls attempted in the past minute.

Calls in Progress
Displays the total number of calls in progress and the delta calls in progress in the past 1 minute. A
negative value indicates that calls were completed or dropped; a positive value indicates that new calls
were established.

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Logical Partition Failures

Displays the total Logical Partition Failures. Also displays the delta of Logical Partition Failures in the
past 1 minute.

Gateway Activity
Displays gateway activity on Cisco Unified Communications Manager, including active ports, ports in service,
and calls completed. Gateway Activity includes all nodes in the cluster, if applicable.
MGCP FXS

• Ports in Service: Displays the number of FXS ports that are currently available for use in the
system.
• Ports Active: Displays the number of FXS ports that are currently in use (active) on this Unified
CM.
• Calls Completed: Displays the total number of successful calls that were made from all the FXS
port instances on the MGCP FXS device.

MGCP FXO

• Ports in Service: Displays the number of FXO ports that are currently available for use in the
system.
• Ports Active: Displays the number of FXO ports that are currently in use (active) on this Unified
CM.
• Calls Completed: Displays the total number of successful calls that were made from all the FXO
port instances on the MGCP FXO device.

MGCP T1

• Spans in Service: Displays the number of T1 CAS spans that are currently available for use.
• Channel Active: Displays the number of T1 CAS voice channels that are in an active call on this
Unified CM.
• Calls Completed: Displays the total number of successful calls that were made from all the instances
of MGCP T1 CAS device.

MGCP PRI

• Spans In Service: Displays the number of PRI spans that are currently available for use.
• Channel Active: This represents the number of PRI voice channels that are in an active call on
this Unified CM.
• Calls Completed: Displays the total number of successful calls that were made from all the instances
of MGCP PRI device.

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Displays the trunk activity on Cisco Unified Communications Manager, including calls in progress and calls
completed. This counter includes all nodes in the cluster, if applicable.
H323
Calls In Progress: Displays the total number of calls currently in progress on all the instances of Cisco
H323 device.
Calls Completed: Displays the total number of successful calls made from all the instances of Cisco
H323 device.

SIP Trunk
Calls In Progress: Displays the total number of calls that are currently in progress on all the instances
of SIP device, including all active calls. When all calls that are in progress are connected, the number
of calls in progress and the number of active calls are the same.
Calls Completed: Displays the total number of calls that were actually connected (a voice path was
established) from all the instances of SIP device. This number increments when the call is terminated.

SDL Queue
Displays SDL queue information, including the number of signals in queue and number of processed signals.
Signals in SDL Queue
High: Indicates the number of high-priority signals in the Unified CM queue. High-priority signals
include timeout events, internal Unified Communications Manager KeepAlives, certain gatekeeper
events, and internal process creation, among other events. A large number of high-priority events will
cause degraded performance on Unified CM, resulting in slow call connection or loss of dial tone. Use
this counter in conjunction with the Queue Signals Processed High counter to determine the processing
delay on Unified CM.
Normal: Indicates the number of normal-priority signals in the Unified CM queue. Normal priority
signals include call processing functions, key presses, and on-hook and off-hook notifications, among
other events. A large number of normal-priority events will cause degraded performance on Unified
CM, sometimes resulting in delayed dial tone, slow call connection, or loss of dial tone. Use this counter
in conjunction with the Queue Signals Processed Normal counter to determine the call processing delay
on Unified CM. Remember that high-priority signals must complete before normal-priority signals
begin to process, so check the high-priority counters as well to get an accurate picture of the potential
delay.
Low: Indicates the number of low-priority signals in the Unified CM queue. Low-priority signals include
station device registration (except the initial station registration request message), among other events.
A large number of signals in this queue could result in delayed device registration.
Lowest: Indicates the number of lowest-priority signals in the Unified CM queue. Lowest priority
signals include the initial station registration request message during device registration. A large number
of signals in this queue could result in delayed device registration.

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Processed SDL Signals

High: Indicates the number of high-priority signals that are processed by Unified CM for each 1-second
interval. Use this counter in conjunction with the Queue Signals Present High counter to determine the
processing delay on this queue.
Normal: Indicates the number of normal-priority signals that are processed by Unified CM for each
1-second interval. Use this counter in conjunction with the Queue Signals Present Normal counter to
determine the processing delay on this queue. Remember that high-priority signals are processed before
normal-priority signals.
Low: Indicates the number of low-priority signals that are processed by Unified CM for each 1-second
interval. Use this counter in conjunction with the Queue Signals Present Low counter to determine the
processing delay on this queue. The number of signals that are processed gives an indication of how
much device registration activity is being processed in this time interval.
Lowest: Indicates the number of lowest-priority signals processed by Unified CM for each 1-second
interval. Use this counter in conjunction with the Queue Signals Present Lowest counter to determine
the processing delay on this queue. The number of signals that are processed gives an indication of how
many devices began the Unified CM registration process in this time interval.

Cisco TFTP
Displays Cisco trivial file transfer protocol (TFTP) status on the Cisco Unified Communications Manager
node, including total TFTP requests, total TFTP requests found, and total TFTP requests aborted.
TFTP Requests
This counter includes all nodes in the cluster, if applicable. This counter represents the total number of
file requests (such as requests for XML configuration files, phone firmware files, and audio files) that
the TFTP server handles. This counter represents the sum total of the following counters after the TFTP
service has started: RequestsProcessed, RequestsNotFound, RequestsOverflow, RequestsAborted,
RequestsInProgress.

CPU and Memory

Displays information about CPU usage, virtual memory usage, memory usage, and processors for the server.
CPU Usage
Displays the total CPU that is consumed, and the maximum CPU that is consumed in the last 3 minutes.

Virtual Memory Usage

Displays the total virtual memory that is consumed, and the maximum virtual memory that is consumed
in last 3 minutes.

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Memory Usage
Displays the following information:
• % VM Used: Represents the percentage of system virtual memory utilization on the system. The
value of the % VM Used counter is equal to the value that is derived from either of the following
two equations:
(Total KBytes - Free KBytes - Buffers KBytes - Cached KBytes +
Shared KBytes + Used Swap KBytes ) / (Total KBytes + Total Swap
KBytes)
Used VM KBytes / Total VM KBytes
• Total: Represents the total amount of memory in the system in kilobytes.

Used
Represents the amount of system physical memory that is in use, in kilobytes, in the system. The value
of the Used KBytes counter is equal to the value that is derived from the following equation:
Total KBytes - Free KBytes - Buffers KBytes - Cached KBytes + Shared
KBytes
The Used KBytes value is different from the Linux Used value that is shown in top or free command
output. The used value that is shown in Linux top or free command output is equal to Total KBytes
- Free KBytes, and it also includes the sum of Buffers KBytes and Cached KBytes.

Free
Represents the total amount of memory that is available in the system, in kilobytes.

Shared
Represents the amount of shared memory in the system, in kilobytes.

Buffers
Represents the capacity of buffers in the system, in kilobytes.

Cached
Represents the amount of cached memory, in kilobytes.

Total Swap
Represents the total amount of swap space, in kilobytes, in the system.

Used Swap
Represents the amount of swap space, in kilobytes, that is in use on the system.

Free Swap
Represents the amount of free swap space, in kilobytes, that is available in the system.

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Processors
Displays the following information:
• Processor: Instance of the processor. For example, a a quad-core CPU has four processors: 0, 1,
2, and 3.
• % CPU: The processor's share of the elapsed CPU time excluding the idle time since last update,
expressed as a percentage of CPU time.
• User: Displays the percentage of CPU utilization that the CPU spent executing at the user level
(application).
• Nice: Displays the percentage of CPU utilization that the CPU spent executing at the user level
with nice priority.
• System: Displays the percentage of CPU utilization that the CPU spent executing at the system
level (kernel).
• Idle: Displays the percentage of time that the CPU or CPUs were idle and the system did not have
an outstanding disk I/O request.
• IRQ: Displays the percentage of time that the processor spent executing the interrupt request,
which is assigned to devices for interrupt, or sending a signal to the computer when it finished
processing.
• Soft IRQ: Displays the percentage of time that the processor spent executing the software interrupt
(softirq), which means that task switching is deferred until later to achieve better performance.
• IO Wait: Displays the percentage of time that the CPU or CPUs were idle, during which the system
had an outstanding disk I/O request.

Disk Usage
Displays information about disk usage on the node. It has the following dashlets: Common Partition Usage,
Swap Partition Usage, Spare Partition Usage, Shared Memory Partition Usage, Active Partition Usage, Boot
Partition Usage.
Each of the dashlets displays the following information:
Used
Represents the percentage of disk space that is in use on this file system.

Max Past 3 min

Represents the percentage of disk space that is in use on this file system in the past 3 minutes.

Used Space
Represents the amount of disk space, in megabytes, that is in use on this file system.

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Total Space
Represents the amount of total disk space, in megabytes, that is on this file system. The number in this
counter may differ from other total size values for disk space that you may see on the system, because
the value of the Total Mbytes counter is the sum of Used Mbytes performance counter and the Free
value that is shown in the CLI (show status) output. The Total Mbytes value is less than this CLI output
for Total, which includes the minfree percentage of reserved file system disk blocks. Keep a minfree
reserved to ensure a sufficient amount of disk space for the file system to operate at high efficiency.

CTI Manager
Displays information about the devices and applications that interfaces with the CTI Manager. Its displays
the following information
Open Devices
The number of devices open by all applications that are connected to CTI Manager.

Open Lines
The number of lines open by all applications that are connected to CTI Manager.

CTI Connection
The number of applications that are connected to CTI Manager.

CM Links
The active Unified Communication Manager link to CTI Manager.

Heartbeat
Displays heartbeat information for the Cisco Unified Communications Manager and Cisco TFTP service.
CMs Heartbeat
Current Value represents the heartbeat of Unified CM. This is an incremental count that indicates that
Unified CM is running. If the count does not increment, then Unified CM is down. Past 1 min displays
the delta; a value of 0 indicates that Unified Communications Manager is down.

TFTPs Heartbeat
Current Value represents the heartbeat of the TFTP server. This is an incremental count that indicates
that the TFTP server is running. If the count does not increment, then the TFTP server is down. Past 1
min displays the delta; a value of 0 indicates the TFTP server is down.

SIP Activity
Displays SIP activity on Cisco Unified Communications Manager, including summary requests, summary
responses, summary of failure responses in, summary of failure responses out, retry requests out, and retry
responses out. SIP Activity includes all nodes in the cluster, if applicable.

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Summary Requests
Displays the summation of total number of SIP request messages received by the SIP device, including
retransmissions + the total number of SIP request messages sent out (originated and relayed) by the
device. Where a particular message is sent more than once, for example as a retransmission or as a
result forking, each transmission is counted separately.

Summary Responses
Displays the summation of total number of SIP response messages received by the SIP device, including
retransmissions + the total number of SIP response messages sent (originated and relayed) by the SIP
device, including retransmissions.

Summary Failure Responses In

Displays the summation of total number of 4xx class SIP responses received by the SIP device, including
retransmissions. This class of responses indicates request failure by a SIP device that provides a client
function + the total number of 5xx class SIP responses received by the SIP device, including
retransmissions. This class of responses indicates failure responses received by a SIP device that provides
a client function + the total number of 6xx class SIP responses received by the SIP device, including
retransmissions. This class of responses indicates failure responses received by a SIP device that provides
a client function. The responses generally indicate that a node has definitive information about a
particular called party, not just the particular instance indicated in the Request-URI.

Summary Failure Responses Out

Displays the summation total number of 4xx class SIP responses sent by the SIP device, including
retransmissions. This class of responses indicates request failure by a SIP device that provides a node
function + the total number of 5xx class SIP responses sent by the SIP device, including retransmissions.
This class of responses indicates failure responses sent by a SIP device that provides a node function
+ the total number of 6xx class SIP responses sent by the SIP device, including retransmissions. This
class of responses indicates failure responses sent by a SIP device that provides a node function. The
responses generally indicate that a node has definitive information about a particular called party, not
just the particular instance indicated in the Request-URI.

Retry Requests Out

Displays the total number of Request retries that have been sent by the SIP device.

Retry Responses Out

Displays the summation of the total number of Final Response retries that have been sent by the SIP
device + the total number of non-Final Response retries that have been sent by the SIP device.

Process
Displays information about the processes that are running on the node.
Process
Name of the process.

PID
The task's unique process ID, which periodically wraps, although it never restarts at zero.

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& CPU
The task's share of the elapsed CPU time since the last update and is expressed as a percentage of total
CPU time.

Status
The task's process status:
• 0: Running
• 1: Sleeping
• 2: Uninterruptible disk sleep
• 3: Zombie
• 4: Traced or stopped (on a signal)
• 5: Paging
• 6: Unknown

Shared Memory
The amount of shared memory, in kilobytes, that a task is using. Other processes could potentially share
the same memory.

Nice
The nice value of the task. A negative nice value indicates that the process has a higher priority while
a positive nice value indicates that the process has a lower priority. If the nice value equals zero, do
not adjust the priority when you are determining whether to run the task.

VmRSS
The virtual memory (Vm) resident set size (RSS) that is currently in physical memory in kilobytes,
including Code, Data, and Stack.

VmSize
The total amount of virtual memory, in kilobytes, that the task is using. It includes all code, data, shared
libraries, and pages that have been swapped out: Virtual Image = swapped size + resident size.

VmData
The virtual memory usage of the heap for the task in kilobytes.

Thread Count
The number of threads that are currently grouped with the task. The negative value –1 indicates that
this counter is currently not available because thread statistics (including all performance counters in
the Thread object as well as the Thread Count counter in the Process object) have been turned off
because the system's total processes and threads have exceeded the default threshold value.

Datastack Size
The stack size for task memory status.

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Page Fault Count

The number of major page faults that a task encountered that required the data to be loaded into memory.

Database Summary
Provides connection information for the server, such as the change notification requests that are queued in
the database, change notification requests that are queued in memory, the total number of active client
connections, the number of devices that are queued for a device reset, the number of replicates that have been
created, and the status of the replication.
Change Notification Requests Queued in DB
Displays the number of records from the DBCNQueue table.

Change Notification Requests Queued in Memory

Displays the number of change notification requests that are queued in memory.

Total Number of Connection Clients

Displays the number of change notification requests that are queued in memory.

Replicates Created
Displays the number of replicates that were created by Informix for the DB tables. Every table contains
at least one replicate. This counter displays information during Replication Setup.

Replication Status
Displays the state of replication:
• 0 = Initializing ReplTask thread
• 1 = Replication setup script fired from this node
• 2 = Replication is good; replication is set up correctly and most of the tables in the database should
be in sync for all nodes of the cluster

Note Run the CLI command utils dbreplication status to see if any tables are out of sync

• 3 = Replication data transfer is bad in the cluster

Note When the counter shows a value of 3, replication is bad in the cluster. This value does
not mean that replication is bad on that particular node. Run the CLI command utils
dbreplication status find out where and what exactly is broken.

• 4 = Replication Setup did not succeed

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Phone Summary
Displays information about the Cisco Unified Communications Manager node, including the number of
registered phones, registered SIP phones, registered SCCP phones, partially registered phones, and the number
of failed registration attempts. This includes all nodes in the cluster, if applicable.
Registered Devices
Displays the number of SIP phones, SCCP phones and total phones that are registered in Unified CM.
The Past 1 Minute column displays the delta of phones that were registered or unregistered in the past
1 minute.

Registration Issues
Displays the registration issues of all the phones in Unified CM. The Failed Attempts tab displays the
number of attempts that are failed to register phones; the Partial Registration tab displays the number
of partial registrations of phones. The Past 1 Minute column displays the delta of values in the past 1
minute.

Device Summary
Displays information about the Unified CM node, including the number of registered phone devices, registered
gateway devices, and registered media resource devices. Device Summary includes all nodes in the cluster,
if applicable.
Registered Phones
Displays the total phones registered in Unified CM cluster; Past 1 Minute displays the delta of total
registered phones in the past 1 minute.

Registered Gateways
Displays the total gateways (FXS, FXO, T1CAS and PRI) registered in Unified CM cluster; Past 1
Minute displays the delta of total registered gateways in the past 1 minute.

Registered Media Resources

Displays the total media resources (MOH, MTP, XCODE and CFB) that are registered in Unified CM
cluster; Past 1 Minute displays the delta of total registered media resources in the past 1 minute.

Registered Other Station Devices

Displays the total other station devices registered in Unified CM cluster; Past 1 Minute displays the
delta of total other station devices in the past 1 minute.

Registered Services
Displays the details of all different types of devices: Phones, Gateways, Media Resources, and Other
Station devices. Details for each type are displayed separately.

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IM and Presence Summary

PE Active JSM Sessions
The Number of Active JSM Sessions performance counter contains the number of client emulation
sessions between the Cisco Presence Engine and Cisco XCP Router. The value of this counter should
always equal the number of licensed users on the box.
Past 1 Minute displays the delta of counter value in the past 60 seconds.

Active Calendar Subscriptions

The Number of Active Calendar Subscriptions performance counter contains the number of calendar
subscriptions that are currently active on the box.
Past 1 Minute displays the delta of counter value in the past 60 seconds.

Incoming SIP Subscriptions

The Number of Active Inbound SIP Subscriptions performance counter contains the current number
of active inbound SIP subscriptions that are maintained by the Cisco XCP SIP Federation Connection
Manager service on the IM and Presence Service node. Monitor this counter if the IM and Presence
Service node is configured for SIP Interdomain Federation or SIP Intradomain Federation.
Past 1 Minute displays the delta of counter value in the past 60 seconds.

Outgoing SIP Subscriptions

The Number of Active Outbound SIP Subscriptions performance counter contains the current number
of active outgoing SIP subscriptions being maintained by the Cisco XCP SIP Federation Connection
Manager service on the IM and Presence Service node. Monitor this counter if IM and Presence Service
node is configured for SIP Interdomain Federation or SIP Intradomain Federation.
The total combined count of SubscriptionsOut and SubscriptionsIn must not rise above 260,000 on any
single IM and Presence Service node.
Past 1 Minute displays the delta of counter value in the past 60 seconds.

Total Ad Hoc Chat Rooms

The Total Ad Hoc Group Chat Rooms performance counter contains the total number of ad hoc chat
rooms that are currently hosted on the node.

Note Ad hoc chat rooms are automatically destroyed when all users leave the room,
so this counter rises and falls in value regularly.

Past 1 Minute displays the delta of counter value in the past 60 seconds.

Total Persistent Chat Rooms

The Total Persistent Chat Rooms performance counter contains the total number of persistent chat
rooms that are hosted on the node. The room owner must explicitly destroy persistent chat rooms. This
counter can be monitored to identify whether the total number of persistent chat rooms is very large
and also to help identify whether some persistent chat rooms are not being used regularly anymore.
Past 1 Minute displays the delta of counter value in the past 60 seconds.

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Cisco Jabber Summary

Jabber Login Failures
Represents the number of failed login requests that were received by the Cisco Simple Object Access
Protocol (SOAP) interface. After 1 minute, the counter displays the delta of counter value in the last
60 seconds.

Current Connected Jabber or XMPP Clients

Contains the current number of XMPP clients that are connected to the Cisco XCP Connection Manager
on an individual IM and Presence Service server. This number rises and falls based on the usage patterns
of your deployment. Further investigation may be required if this number is higher than expected for
your user base. After 1 minute, the counter displays the delta of counter value in the last 60 seconds.

IM Packets Since Last Restart

Provides the total number of IM packets that are handled by the IM and Presence Service node across
all users. After 1 minute, the counter displays the delta of counter value in the last 60 seconds.

IM Packets in Last 60 Seconds

The total number of IM packets that are handled by the IM and Presence Service node across all users
in the past 60 seconds. This counter is reset to zero every 60 seconds. The same rules for counting IM
packets apply as for TotalMessagePackets. Monitor this counter to help identify the busy IM hours in
your organization. After one minute, the counter displays the delta of counter value in the last 60
seconds.

Learned Patterns
Learned Pattern reports and Service Advertisement Framework (SAF) forwarder reports support the Call
Control Discovery feature. When you configure the Call Control Discovery feature, Cisco Unified
Communications Manager advertises itself and its hosted DN patterns to other remote call-control entities
that use the SAF network. Likewise, these remote call-control entities advertise their hosted DN patterns,
which Unified CM can learn and insert in digit analysis.

Column Description
Pattern Displays the name of the learned pattern from the remote call-control entity.

TimeStamp Displays the date and time that the local Unified CM marked the pattern as
a learned pattern.

Status Indicates whether the learned pattern was reachable or unreachable.

Protocol Displays the protocol for the SAF-enabled trunk that was used for the
outgoing call to the learned pattern. If the remote call-control entity has
QSIG tunneling configured for the SAF-enabled trunk, the data indicates
that QSIG tunneling was used; for example, EMCA is listed along with
H.323 in this column.

AgentID Displays the name of the remote call-control entity that advertised the
learned pattern.

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Column Description
IP Address Displays the IP address for the call-control entity that advertised the learned
pattern; Displays the port number that the call-control entity uses to listen
for the call.

ToDID Displays the PSTN failover configuration for the learned pattern.

CUCMNodeId Displays the ID from the local Unified CM node.

Port Monitor
The Port Monitor lets you monitor the activity of each Cisco Unity Connection voice messaging port in
real-time. This information can help you determine whether they system has too many or too few ports.
The Port Monitor displays the information for each port as described in the following table.
Field Description
Port Name The display name of the port in Cisco Unity Connection
Administration.

Caller For incoming calls, the phone number of the caller.

Called For incoming calls, the phone number that was dialed.

Reason If applicable, the reason why the call was redirected.

Redir The extension that redirected the call. If the call was redirected
by more than one extension, this field shows the extension prior
to the last extension

Last Redir The last extension that redirected the call.

Application Status The name of the conversation that Cisco Unity Connection is
playing for the caller. When the port is not handling a call, the
status appears as Idle.

Display Status The action that the conversation is currently performing. When
the port is not handling a call, the status appears as Idle.

Conversation Status Specific details about the action that the conversation is
performing. When the port is not handling a call, the status
appears as Idle.

Port Ext The extension of the port.

Connected To For Cisco Unified Communications Manager SCCP integrations,

the IP address and port of the Cisco Unified Communications
Manager node to which the ports are registered.

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View Historical Trends

Historical trending is enabled by default for the dashlets (CPU Usage, Virtual Memory Usage, and Common
Partition Usage) under the System Summary dashboard. Click Zoom at the bottom-right corner of the dashlet
to view the Trend View graph.
Prerequisites
All devices should be in managed state in Cisco Prime Collaboration. In case of clusters, all the nodes should
be in managed state.
For voice devices (Cisco Unified CM, Cisco Packaged Contact Center Enterprise, Cisco Unified Presence,
Cisco Unity Connection, Cisco Media Sense, Cisco Finesse, Cisco Unified IC, and Cisco Unified Contact
Center Express), along with the system-defined dashboards, you can also view trends for the device related
metrics.

Note • The device related metrics vary based on the device type you select.
• Historical trending is not supported for non-voice devices such as Cisco Unified CCE, Cisco Voice
Portal, MCU/TPS, Cisco Unified Border Element, Cisco Voice Gateways, Cisco Unified
Communications Manager Express, and ISDN Gateway.

Trend Dashboard
To view trends for metrics, select Trend from the Dashboard drop-down list and then from the Metrics
Selection dialog box, select the metrics for which you want to enable trend, and click Add. You can select
any number of metrics that you want, but we recommend that you select only a maximum of six metrics for
every device type.
You can also perform the following:
• View data either as a chart or in a tabular format.
• Compare the trends for two or more performance metrics by clicking the Merge option.
• Click Zoom to view the trend graph in a detailed view. This option also helps you view the history,
hourly average, maximum, and minimum data. Using the zoom selector graph displayed in the detailed
view, you can adjust the pointer in the time window (x axis) of the graph to view the trend for the selected
time period.
• Add more trends using the Add Graph (+) button at the top-right corner of the user interface.
• Change the chart type.

Create Custom Performance Dashboards

You can add customized dashboards in the home page (Monitor > System View > Performance); either in
the graphical view (limited to 6 counters) or tabular view (up to 50 counters). By default, the graphical view
is enabled. The Min., Max., and Avg. values for the counters are also displayed.

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Note All the custom dashboard metadata are stored in the database. However, the counter values are obtained
live from the devices and are saved in the cache memory. If a performance dashboard is not open for more
than 30 minutes, the polling stops and the cache memory is cleared until the next time the custom dashboard
is launched. If historical trend is enabled for custom dashboard counter(s), the polled data is stored in the
database for seven days. For information on the purge policies, see the Purge Policies chapter in Cisco
Prime Collaboration Assurance Guide- Advanced.

In graphical view, the graph depicts the current values of a counter for every few seconds or minutes, as
specified in the polling interval. You can also mouse over the various red points in the line to view the value
of the counter as a tool tip.

Note Click See Average to view the Min., Max., and Avg. values for the counter in the graphical view.

You can also:

• Add events to the custom dashboard.
• Switch between the graphical and tabular views.

Note When you create customized dashboards in the graphical view or when you switch from
tabular view to graphical view using the edit option, ensure that the number of counters
you select is less than or equal to 6. If the number of counters is more than 6, you need
to remove the excess counters to view the dashboard in the graphical view.

To create custom dashboards:

Step 1 Choose the product and the cluster from the Cluster or Device drop-down list.
Step 2 Click the + button adjacent to the Dashboard drop-down list.
Step 3 In the Custom Dashboard page, enter the dashboard name, select the polling interval, view, and server.
You can enable historical trend for the performance counters that you select, while creating custom dashboards in the
graphical view. This option is disabled when you create custom dashboards in tabular view or switch from graphical to
tabular view. A warning message stating that historical trend data will be lost is displayed, when you switch from graphical
to tabular view.
Note For Historical Trend option to be enabled, the polling interval must be greater than or equal to 60 seconds.

Step 4 Select the desired performance counters from the Select Performance Counters pane. Expand the counter group and
select the counter. The instances corresponding to the counter is displayed in the Select Instances pane.
Step 5 Select the instances of your choice and click Add.
Note You can also perform a search that is case sensitive, for a counter group, counter, or instance using the search
option available in the Select Performance Counters or Select Instances pane.
Step 6 Click Create.
You can also edit or delete a custom dashboard you created, using the Edit and Delete buttons. For information about
creating a new performance counter event, see Creating Custom Events in Cisco Prime Collaboration Assurance Guide
- Advanced. When you create custom events from the custom dashboards, you need not provide the cluster details.

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Click the Zoom link at the bottom-right of the dashlet, to view the Trend View graph for the performance counter. You
can export the historical trend data in either CSV or PDF format using the Export option available in the Trend View
graph.
You can also click Merge to view the Merge View graph for one or more dashlets that you have created. The collected
trend data is stored for a period of seven days, and then purged.
Note The Zoom and Merge options are available only if you have enabled the historical trend option for that custom
dashboard.

Add a Customized Dashboard

You can add customized dashboards in the home page.
You can also do the following:
• Add the existing dashlets to a different dashboard.
• Move the dashlets around under a dashboard by dragging and dropping them.

To add a new dashboard:

Step 1 Click the “Settings” icon on the top-right corner of the home page, and then click Add New Dashboard.
Step 2 Enter a name in the box provided, and click Apply.
Step 3 Click Add Dashlet(s).
Step 4 Click Add adjacent to the dashlets you want to add.
Note For Cisco Prime Collaboration Assurance - Advanced mode—If your endpoints or devices are configured with
a common prefix names, you can shorten the display name using the Dashlet Label Prefix Removal setup in the
General Settings page.

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 CHAPTER 22
Cisco Prime Collaboration Reports
• Prerequisites to Generate the Cisco Prime Collaboration Reports, page 285
• Update CDR Data Source Credentials, page 286
• Call Classification, page 288
• Configure SFTP Settings, page 297
• Administrative Reports, page 298
• CDR & CMR Call Report, page 299
• NAM & Sensor Report, page 309
• Session Reports, page 318
• TelePresence Endpoint Reports, page 319
• Launch CUCM Reports, page 320
• Miscellaneous Reports, page 320
• Scheduled Reports, page 328
• Access Data for Reports that Contain More than 2,000 Records, page 329
• Troubleshoot File Download Issues, page 330

Prerequisites to Generate the Cisco Prime Collaboration Reports

You can use the Cisco Prime Collaboration reports to identify problem areas, locate most commonly used
and least used endpoints, and determine ideal locations and required endpoint types for future deployment.
Prerequisites:
• Update data source credentials. See Update CDR Data Source Credentials.
• (For voice call reports) Categorize calls, add Dial Plan, configure Gateway Codes. See Call Classification.
• Configure SFTP. See Configure SFTP Settings.
• Unified CM devices must be in managed state.

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 Update CDR Data Source Credentials

• Switches that are connected to Cisco 1040 sensors must be in managed state in Cisco Prime Collaboration
Assurance.
• Cisco Prime Collaboration Assurance must be added as billing server in Unified CM.

Update CDR Data Source Credentials

Cisco Prime Collaboration collects SCS ( number of seconds where loss is greater than 5%) from Cisco Unified
CM clusters, Cisco 1040 Sensors, and Cisco Prime Network Analysis Module (Prime NAM) or Cisco Prime
Virtual Network Analysis Module (Prime vNAM). It sends SNMP traps when the voice quality of a call fails
to meet a user-defined quality threshold.
Cisco 1040 sensor monitors the active RTP streams between IP phones and calculates the MOS using the ITU
G107 R-factor algorithm. The sensor then forwards the MOS for each monitored stream every 60 seconds to
Cisco Prime Collaboration.
Cisco Unified CM calculates the MOS value for an entire call using the Cisco Voice Transmission Quality
(CVTQ) algorithm. At the termination of a call, Cisco Unified CM stores the data in Call Detail Records
(CDRs) and Call Management Records (CMRs) (for more information on CDR and CMR, see the Cisco
Unified Communications Manager Call Detail Records Administration Guide.
You need not provide the credentials for Cisco 1040 Sensors to enable data collection from them. However,
for Cisco Prime Network Analysis Module (Prime NAM) or Cisco Prime Virtual Network Analysis Module
(Prime vNAM) and Cisco Unified CM publisher servers, you must:
• Keep the credentials up-to-date. (Any time you update credentials on a Cisco Prime Network Analysis
Module (Prime NAM) , or Cisco Prime Virtual Network Analysis Module (Prime vNAM) server, you
must also update the corresponding credentials in Cisco Prime Collaboration.)

To update the credentials, choose Assurance Administration > CDR Source Settings > Manage Call
Quality Data Sources.

Note Add, Edit, Delete, and Import options are not applicable for NAM, if you have installed Cisco Prime
Collaboration in MSP mode.

Add a Data Source Credential

To add a credential for Prime NAM server:

Step 1 Choose Assurance Administration > CDR Source Settings > Manage Call Quality Data Sources.
Step 2 Click Add, and enter the required data.
Step 3 Click OK.
Step 4 Click the Refresh button for the credential details to reflect on the user interface.
To edit or delete a credential, check the checkbox of the credential of your choice, and then click Edit or Delete.

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Add Multiple Data Source Credentials

You can add multiple data source credentials, by importing a csv file with Prime NAMs details.
The csv file should contain the following details for each Prime NAMs server:
• Display Name
• IP Address
• Hostname
• Protocol
• User Name
• Password

To add credentials for multiple Prime NAMs :

Step 1 Choose Assurance Administration > CDR Source Settings > Manage Call Quality Data Sources.
Step 2 Click Import.
Step 3 In the Import dialog box, browse to the local csv file, and click Import.
Step 4 Click the Refresh button for the credential details to reflect on the user interface.

Use Data Source Credentials to Troubleshoot Problems and Verify Credentials

Any problem that prevents Cisco Prime Collaboration from contacting and connecting to data sources can
interrupt the collection and analysis of call data and configuration data. Use the information on the Data Source
Management page to:
• Verify that credentials are valid and that Cisco Prime Collaboration is actively obtaining data.
• Troubleshoot if you notice potential problems with data source credential status or with reports (such
as an unusual time gap).

Step 1 Obtain more information by clicking the status links on the Data Source Management page.
The information that you obtain could explain the problem or indicate the need for troubleshooting.

Step 2 Perform the following troubleshooting:

For a Cisco Prime Network Analysis Module (Prime NAM) or Cisco Prime Virtual Network Analysis Module (Prime
vNAM)—Check whether the:
• Credentials on a Viewing Sensor Stream Correlation Data have changed; if so, update the credentials in Cisco
Prime Collaboration.

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• Cisco Prime Network Analysis Module (Prime NAM) or Cisco Prime Virtual Network Analysis Module (Prime
vNAM) is reachable; if not, take steps to ensure that the Cisco Prime Network Analysis Module (Prime NAM) or
Cisco Prime Virtual Network Analysis Module (Prime vNAM) is reachable.

For a Cisco Unified CM—Do the following:

• Confirm that the last successful contact Cisco Prime Collaboration had with the cluster was recent. When the last
contact status is Success, in some cases, Cisco Prime Collaboration might not be receiving data, but simply waiting
to receive data.
• Verify that credentials for the cluster on Cisco Unified CM match those in Cisco Prime Collaboration, and correct,
if necessary.
• Verify that DNS parameters are specified correctly on the Cisco Prime Collaboration server and the Cisco Unified
CM hostname has been added to DNS. (Cisco Prime Collaboration must be able to resolve the IP address for Cisco
Unified CM to obtain the correct name.)
• Check whether any known problems exist that prevent successful data exchange between a cluster and Cisco Prime
Collaboration.
• Wait or take preventive action when the call data status shows that Cisco Prime Collaboration is discarding data.
Cisco Prime Collaboration discards data when receiving old data from Unified CM 6.x and later. This can happen
after the connection between Cisco Prime Collaboration and Cisco Unified CM is reestablished after a break. Cisco
Unified CM first sends old files to Cisco Prime Collaboration.
• Credentials that Cisco Prime Collaboration relies upon might change on a Cisco Unified CM platform. If this
happens, check with your Unified CM administrator to obtain the correct credentials. If necessary, update the
credentials in Cisco Prime Collaboration.

Step 3 Verify the credentials:

a) Choose Assurance Administration > CDR Source Settings > Manage Call Quality Data Sources.
b) Select the data source for which you want to verify credentials.
c) Click Verify.

Call Classification
Cisco Prime Collaboration uses call classification to categorize calls in Call Detail Record (CDR) reports.
Cisco Prime Collaboration determines whether a call fits in system-defined call categories by analyzing the
following data:
• Details from CDRs
• Device types of the source and target endpoints
• Direction of the call (incoming or outgoing)
• Protocol (H.323, MGCP, or SIP)

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Note CDR reports older than seven days are purged.

The following table lists system-defined call category types and names, and describes the calls included in
the category type.

Category Type Description Category Name

Voicemail Calls to or from voicemail. Unity Voicemail—Calls that meet
system-defined criteria for a
voicemail call, such as calls to and
from Cisco Unity and Cisco Unity
Connection.
Note You can add user-defined
category names to this
category type.

Conference Calls to or from a conferencing Conference Bridge—Calls that

system. meet system-defined criteria for a
call involving a conference bridge.
Note You can add user-defined
category names to this
category type.

ICT Calls to or from an intercluster

trunk (ICT). • ICT GK Controlled—ICT
calls that are gatekeeper
controlled.
• ICT Non-GK
Controlled—ICT calls that
are not gatekeeper controlled.

VG/Trunk-Outgoing Calls to a voice gateway or a trunk;

only OffNet calls are included. • MGCP Gateway
Note User-defined dial plans Outgoing—Calls to an
are applied to calls in the MGCP voice gateway.
VG/Trunk-Outgoing call • H.323 Gateway
category. Outgoing—Calls to an H.323
voice gateway.
• H.323 Trunk
Outgoing—Calls to an H.323
trunk.
SIP Trunk Outgoing—Calls
to a SIP trunk.

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VG/Trunk-Incoming Includes calls from a voice gateway

or a trunk; only OffNet calls are • MGCP Gateway
included. Incoming—Calls from an
MGCP voice gateway.
• H.323 Gateway
Incoming—Calls from an
H.323 voice gateway.
• H.323 Trunk
Incoming—Calls from an
H.323 trunk.
SIP Trunk Incoming—Calls
from a SIP trunk.

Tandem A tandem call occurs when both Tandem.

endpoints are voice gateways or
trunks.
OnNet Trunk Calls where one endpoint is a trunk
and the call is not an OffNet call. • OnNet H.323 Trunk.
For example, the trunk could be • OnNet SIP Trunk.
used to connect to WebEx or to a
PBX.

Internal Calls that do not fall into any of the Internal.

above categories. For example,
calls where one endpoint is an IP
phone and the other endpoint is a
voice gateway and the call is not
an OffNet call.
Unknown For system-related reasons, Prime Unknown.
Collaboration could not determine
the device type of the endpoints.

Cisco Prime Collaboration places a call in the user-defined call category if:
• The call has already been categorized as an Internal, VG/Trunk-Outgoing, or OnNet Trunk call.
• A user-defined dial plan is assigned to the cluster in which the call occurred.

Understand OffNet and OnNet Calls

A call is considered to be OffNet when at least one endpoint is a gateway or a trunk and when any of the
following is also true of the endpoint:
• The Call Classification parameter is set to Offnet in the gateway configuration—or the trunk
configuration—in Unified CM (Administration).
• In Unified CM, both of the following are true:

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Call Classification parameter is set to System Default in the gateway or trunk configuration.

System Default service parameter is set to Offnet.

• The endpoint is an analog gateway.

Any call that does not meet the criteria for an OffNet call is considered to be an OnNet call.

Call Category Creation

You can create a call category when you add a dial pattern to a dial plan.
To add a call category, choose Assurance Administration > CDR Analysis Settings > Call Category
Configuration > Set Call Category.

Dial Plan Addition

A dial plan must have a unique name, can include a set of toll-free numbers, and must include a set of dial
patterns. A dial pattern identifies a call category name and type and specifies the rule or pattern that a directory
number must match for the call to be included in the category.
Cisco Prime Collaboration provides a default dial plan as a starting point from which you can define your
own dial plans. The default dial plan includes default dial patterns: call category names, types, and rules. As
you configure a dial plan, you can update the call categories and add, modify, and delete the rules that are
specified in the default dial plan.
You can create multiple dial plans. You can assign only one dial plan to each cluster, but you can assign the
same dial plan to multiple clusters.
To add a dial plan, choose Administration > System Setup > Call Classification > Dial Plan
ConfigurationAssurance Administration > CDR Analysis Settings > Dial Plan Configuration.
To assign a dial plan, choose Assurance Administration > CDR Analysis Settings > Dial Plan Assignment.

Understand the Default Dial Plan

When you add a dial plan, a copy of the default dial plan is displayed for you to update. You can:
• Define your own call category names; however, you must select from the available call category types
• Add, update, or delete dial patterns

Changes that you make while configuring a dial plan have no effect on the default dial plan, which is based
on the North American Numbering Plan (NANP).
The following table provides the default dial plan values.

Condition No. of Chars Default Call Call Explanation Priority

Pattern Category Category
Name Type

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> 3 011! International International If the number 1

of digits
dialed is
greater than 3
and starts
with 011, the
call is
classified as
International.
= 7 ! Local Local If the number 2
of digits
dialed is
equal to 7 and
the pattern is
! (more than
one digit; in
this case, 7
digits), the
call is
classified as
Local.
= 10 T! Toll Free Toll Free If the number 3
of digits
dialed is
equal to 10
and the
pattern is T!
(more than
one digit; in
this case, a
10-digit
number that
starts with a
toll-free
number that
is defined in
the dial plan),
the call is
classified as
Toll Free.

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= 10 G! Local Local If the number 4

of digits
dialed is
equal to 10
and the
pattern is G!
(more than
one digit; in
this case, a
10-digit
number that
starts with a
gateway code
that has been
defined in
Cisco Prime
Collaboration),
the call is
classified as
Local.
= 10 ! Long Long If the number 5
Distance Distance of digits
dialed is
equal to 10
and the
pattern is !
(more than
one digit; in
this case, a
10-digit
number), the
call is
classified as
Long
Distance.

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= 11 T! Toll Free Toll Free If the number 6

of digits
dialed is
equal to 11
and the
pattern is T!
(more than
one digit; in
this case, an
11-digit
number that
starts with a
toll-free
number that
is defined in
the dial plan),
the call is
classified as
Toll Free.
= 11 XG! Local Local If the number 7
of digits
dialed is
equal to 11
and the
pattern is
XG! (more
than one
digit; in this
case, an
11-digit
number that
starts with
any single
digit followed
by a gateway
code that has
been defined
in Cisco
Prime
Collaboration),
the call is
classified as
Local.

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= 11 ! Long Long If the number 8

Distance Distance of digits
dialed is
equal to 11
and the
pattern is !
(more than
one digit; in
this case, an
11-digit
number), the
call is
classified as
Long
Distance.

Note Cisco Prime Collaboration classifies the call as Toll Free if the toll-free code is defined in the dial plan
that is assigned to the cluster.

Add a Dial Pattern to a Dial Plan

You can add a dial pattern to a dial plan that you want to add or edit.

Step 1 Choose Assurance Administration > CDR Analysis Settings > Dial Plan Configuration. Click Add.
The Add Dial Pattern dialog box is displayed.
Step 2 Create a dial pattern by supplying data in these fields:
• Condition—Applies to the number of characters. Select one:
• Left Arrow (<)—Less than
• Right Arrow (>) —Greater than
• Equals symbol (=)—Equal to

• Number of Chars—Enter the total number of digits and non-numeric characters, including plus (+), pound (#),
asterisk (*), comma (,), and the at symbol (@). Expresses the number of characters in the directory number to which
the dial pattern applies.
• Pattern—Enter the pattern to apply to the digits, where:
• G indicates that the digits identify a gateway code.
• T indicates that Cisco Prime Collaboration should compare the digits with the toll-free numbers configured
in the dial plan.
• ! signifies multiple digits (any number that is more than 1 digit in length, such as 1234 or 5551234).

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• X signifies a single-digit number (such as 0, 1, or 9).

• Call Category Name—Select one of the following radio buttons and supply data as required:
• Existing—Select an existing call category name.
• New—Enter a unique name and select a call category type.

Step 3 Click OK.

Apply Dial Patterns to VG/Trunk-Outgoing, Internal, and OnNet Trunk Calls

The following table shows how dial patterns are applied from a user-defined dial plan to a call in the Internal,
VG/Trunk-Outgoing, or OnNet Trunk call category.
Cisco Prime Collaboration Applies To the Directory Number that is In a Call That Is in This
Dial Patterns of This Category the... System-Defined Category...
Type...
Destination VG/Trunk-Outgoing
• Conference
• Emergency
• International
• Local
• Long Distance
• Service
• Toll Free
• Voicemail

Source
• Conference
• Voicemail

• Conference • Source • Internal

• Voicemail • Destination • OnNet Trunk

Configure Gateway Codes

Cisco Prime Collaboration uses the gateway codes that you configure to determine the call classification for
an external call.

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 Configure SFTP Settings

Note To view the gateways for which gateway codes are already configured, select clusters and click View.
The Gateway Code report displays only Media Gateway Control Protocol (MGCP), and H323 gateways.
The analog Signaling Connection Control Part (SCCP) gateway is not displayed.

To configure gateway codes:

Step 1 Choose Assurance Administration > CDR Analysis Settings > Gateway Code Configuration.
Step 2 On the Gateway Code Summary page, select a cluster and click Manage Gateway Code.
Step 3 Enter the gateway code, and then click Apply.

Configure SFTP Settings

If you are using Unified Communications Manager to monitor calls, you must configure SFTP settings.
To configure SFTP settings:

Step 1 Choose Assurance Administration > CDR Source Settings > CUCM SFTP Credentials.
Step 2 Enter the required information. For field descriptions, see the table for SFTP Settings Page - Field Descriptions.
Step 3 Click Apply.
A popup window is displayed to confirm whether you want to update the SFTP password across all Unified
Communications Manager systems.
Step 4 Click Yes.

SFTP Settings Page - Field Descriptions

The following table describes the fields in the SFTP Settings page.

Table 47: SFTP Settings Page - Field Descriptions

Fields Description
Low-Volume Schedule Hours

<day> <timerange> For each day of the week, timerange indicates the hours during which Cisco Prime
Collaboration Assurance processes fewer records. During the low-volume schedule,
Cisco Prime Collaboration Assurance performs database maintenance.

Miscellaneous

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Fields Description
Wait for Diagnostic Number of minutes that Cisco Prime Collaboration Assurance continues to search,
Report (min) when there is a large volume of data, before displaying the matching records found
for a diagnostic report.

Report Data Retention Number of days that data is retained in the Cisco Prime Collaboration database
Period (days) before being purged.

SFTP

Username You cannot change the username from smuser.

This same username, smuser, must be configured in Cisco Unified Communications
Manager.

Change password The default password is smuser. If you change the password here, you must also
check box change the password for smuser in Cisco Unified Communications Manager.

Administrative Reports
The following administrative reports are available:

Report Description
System Status Report Provides information about failed processes, data purging, notifications, phone
licensing, and system limits.
It provides information about synthetic, phone status, and IP SLA Voice tests for
the following test results only:
• Synthetic test: If the test failed to run because of High CPU Utilization in the
Cisco Prime Collaboration server.
• Phone Status test: If the SAA source device is not reachable.
• IP SLA Voice Test:
• If the configuration is incorrect.
• If the device has low memory.
• If the source device is not responding.
• If the device has rebooted.

For the following parameters of System Limits:

• Port - Ethernet ports are categorized under this parameter.
• Interfaces - Voice interfaces are categorized under this parameter.

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Report Description
Who Is Logged On Helps you to identify users who are currently logged into Cisco Prime Collaboration.
Report

Process Status Shows the status of processes that are currently running on Cisco Prime
Collaboration.

CDR & CMR Call Report

CDR reports displays call details such as call category type, call class, call duration, termination type, call
release code, and so on. CMR reports can be cross launched from Top 5 Voice Call Quality Location and
CDR reports can be cross launched from Top 5 Call Failure Location. You can also cross launch CMR reports
from ServiceQualityThresholdCrossed alarm. The report loads up to 40 records initially, you can scroll down
to view more records.
You can select any grade from the generated report to view the details of CMR reports for that particular CDR
Record in an inline CMR (popover).
CMR report generate reports that include all call data from the clusters or reports that include a subset of call
data.
The following table describes the fields of CDR call reports.

Field Description
Grade Based on voice call grade settings. Select one of the
following:
• Good—The call value is less than the threshold
value of long call SCSR (%) or short call SCSR
(%) . The value of this grade appears in green
color.
• Acceptable—The call value is greater than or
equal to threshold value of long call SCSR (%)
or short call SCSR (%). The value of this grade
appears in orange color.
• Poor—The call value is greater than the
threshold value of long call SCSR (%) or short
call SCSR (%). The value of this grade appears
in red color.
• N/A—The SCSR (%) value is not available or
is negative.
• All— Select all the grade.

For more information see Overview of Voice Call

Grade Settings

Cluster ID Unified Communications Manager cluster.

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Caller/Called
• Directory Number—Directory number where
the call was made.
• Device Type—Type of device making the call.
• Signaling IP—IP address of the device that
originated the call signaling. For IP Phones, this
field specifies the address of the phone. For
PSTN calls, this field specifies the address of
the H.323 gateway.
• B-Channel—B-channel number of the MGCP
gateway, or NA, if not applicable.
• Media IP—IP address where the call originated.
• Codec—Codec name.
• Media Port—Port through which the call
originated.
• Device Pool—Device pool where the call
originated.
• Device Location—Location where the call
originated. When you select the Quick Filter
from Show drop-down menu, search option is
available for Caller/Called Device Location.
• Device Name—Name of the device.
• Termination Cause—String that describes why
the call was terminated.

Caller Video/Called Video

• Video Codec— Video Codec name.
• Video Bandwidth— Bandwidth of the video.
• Video IP— IP address where the video
originated.
• Video Port— Port through which the video
originated.
• Video Resolution— Resolution of the video.

Call Class One of these:

• Offnet
• Onnet

Note For more information, see Understand OffNet

and OnNet Calls, on page 290.

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Time Period Date and time that the call started with respect to the
Cisco Prime Collaboration server local time zone (not
the time zone in which Cisco Unified CM resides).
The maximum time limit is 7 days. .
Call Duration(s) Length of the call, in seconds.

Call Category Names A comma-separated list of the categories to which

the call belongs. For more information, see Call
Classification, on page 288 and Call Category
Creation, on page 291
Call Category Types A comma-separated list of the category types to which
the call categories belongs. For more information see
Call Classification, on page 288 and Call Category
Creation, on page 291

The following table describes the fields of CMR reports.

Field Description
MOS Average MOS value during the sample duration. The
value might be N/A or not available if the sample
duration is very short.
MOS reflects the experience of the listener.

Minimum MOS The minimum MOS score within the sample duration.
The value might be N/A or not available if the sample
duration is very short.

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Grade Based on voice call grade settings. Select one of the

following:
• Good—The call value is less than the threshold
value of long call SCSR (%) or short call SCSR
(%). The value of this grade appears in green
color.
• Acceptable—The call value is greater than or
equal to threshold value of long call SCSR (%)
or short call SCSR (%). The value of this grade
appears in orange color.
• Poor—The call value is greater than the
threshold value of long call SCSR (%) or short
call SCSR (%). The value of this grade appears
in red color.
• N/A—The SCSR (%) value is not available or
is negative.
• All— Select all the grade.

For more information see Overview of Voice Call

Grade Settings

Caller/Called
• Directory Number—Directory number where
the call was made.
• Device Type—Type of device making the call.
• Signaling IP—IP address of the device that
originated the call signaling. For IP Phones, this
field specifies the address of the phone. For
PSTN calls, this field specifies the address of
the H.323 gateway.
• B-Channel—B-channel number of the MGCP
gateway, or NA, if not applicable.
• Media IP—IP address where the call originated.
• Codec—Codec name.
• Media Port—Port through which the call
originated.
• Device Pool—Device pool where the call
originated.
• Device Location—Location where the call
originated. When you select the Quick Filter
from Show drop-down menu, search option is
available for Caller/Called Device Location.
• Device Name—Name of the device.

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Listener DN/IP Identifies the endpoint-called or caller-for which MOS

and impairment details are reported; one of these:
• IP address of the listener.
• Directory number of the listener.

Jitter (ms) Milliseconds of jitter during the sample duration.

Packet Loss Number of packets lost due to network transmission
during the sample duration. Computed based on
observed RTP sequence number analysis.
Max Jitter (ms) Maximum milliseconds of jitter during the sample
duration.
Conceal Seconds Number of seconds that have concealment events
(lost frames) from the start of the voice stream
(includes severely conceal seconds).

Severely Conceal Seconds Number of seconds during which a significant amount

of concealment (greater than fifty milliseconds) was
observed.

Conceal Ratio Ratio of concealment frames to total frames.

Latency Delay

Cluster Unified Communications Manager cluster.

Time Period Date and time that the call started with respect to the
Cisco Prime Collaboration server local time zone (not
the time zone in which the Unified Communications
Manager resides).
Call Duration(s) Length of the call, in seconds.

Caller Termination Cause String that describes why the call was terminated on
the caller endpoint

Called Termination Cause String that describes why the call was terminated on
the called endpoint. See Call termination cause codes
section in Cisco Unified Communications Manager
Call Details Record Administration Guide for the
cause codes for failed calls.

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Video attributes Endpoints Report contain video attributes (for video

endpoints) such as:
• Video duration
• Video packets lost
• Video jitter
• Video round trip time
• Video RX Resolution
• Video RX Frames Lost

Severely Conceal Seconds Ratio (%) A metric to measure the voice quality. It is the ratio
of Severely Conceal seconds(SCS) and total call
duration.

Conceal Seconds Ratio (%) A metric to measure the network quality. It is the ratio
of Conceal seconds(CS) and total call duration.

Note All the columns may not appear in CDR & CMR reports by default. To view other fields, click settings
button and choose columns.

You can filter the fields of report using Quick Filter options. For more information, see the Quick Filter section
in Filters.
The CDR & CMR report can be exported in both CSV and PDF format. The maximum number of records
that can be exported to a PDF file is 30,000. The maximum number of records that you can export to CSV is
200,000.
To export the report, click the Export tool button in the right-hand pane of the report window. If your client
system seems unresponsive when you try to export files, see Troubleshoot File Download Issues.
The supported video codecs in CDR & CMR report are listed in the following:
• AAC
• G711Alaw 56k
• G711Alaw 64k
• G711Ulaw 56k
• G711Ulaw 64k
• G722 48k
• G722 56k
• G722 64k
• G722.1 24k
• G722.1 32k

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• G723.1
• G726 16K
• G726 24K
• G726 32K
• G728
• G729
• G729AnnexA
• G729AnnexAwAnnexB
• G729AnnexB
• GSM
• GSM Enhanced Full Rate
• GSM Full Rate
• GSM Half Rate
• iSAC
• H.264
• H.265

Generate CDR & CMR Reports

To generate CDR & CMR call report:

Step 1 Choose Assurance Reports > CDR & CMR Reports.

The CDR & CMR Reports page is displayed.

Step 2 Enter the information in the fields described below:

Table 48:

Field Description
Display Select CDR/CMR from the Display

Cluster Select the Clusters from Cluster. The default value is All.

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Field Description
Location/Devicepool Select the Location or Devicepool from
Location/DevicePool. The default value is Location. If you
select Location from Location/DevicePool then select any
location from Location. If you select Devicepool from
Location/DevicePool then select any devicepool from
Devicepool. You can also search Location/Devicepool from
the search option available in Location or Devicepool. The
default value for Location or Devicepool is Any.

Device Type Select the devices from Device Type. The default value is
Any.

Endpoint Select Directory Number or IP Address from the Endpoint.

The default value is Directory Number.

Caller Enter the Directory Number or Caller IP address. The

default value of Directory Number is * and default value
of IP address is *.*.*.*.
Directory Number can include any combination of
alphanumeric characters and special characters like +,*,
@, _, -, .
For Directory Number search, use uppercase X as a
single-digit wildcard; use * as multiple-digit wildcard. For
example 1100X or 11*.
For IP address search, the * wildcard applies to the entire
octet. For example: 172.30.*.* or
2005:0420:2e00:0094:*:*:*:*.

Called Enter the Directory Number or Called IP address. The

default value of Directory Number is * and default value
of IP address is *.*.*.*.
Directory Number can include any combination of
alphanumeric characters and special characters like +,*,
@, _, -, .
For Directory Number search, use uppercase X as a
single-digit wildcard; use * as multiple-digit wildcard. For
example 1100X or 11*.
For IP address search, the * wildcard applies to the entire
octet. For example: 172.30.*.* or
2005:0420:2e00:0094:*:*:*:*.

Call Category Select the name or type from the Call Category. The default
value is Name.

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Field Description
Category Name/Type Select the Category name or Category Type. The default
value is All.

Grade Select Good, Acceptable, Poor, All or N/A. The default

value is All.

Jitter Select the range from Jitter and enter the value in
milliseconds. The default range is greater than or equal to
zero.

Packet Loss Select the range from Packet Loss and enter the value in
the field. The default range is greater than or equal to zero.

Conceal Seconds Select the range and enter the value in seconds field. The
default range is greater than or equal to zero.

Conceal Ratio Select the range from Conceal ratio and enter the value in
the field. The default range is greater than or equal to zero.

Call Type Select Audio, Video or Any. The default value is Any.

Call Class Select On-Net, Off-Net, or Any. The default value is Any.

Call Duration Select the value of call duration from Call Duration and
enter the time in secs field. The default value is Any.

Termination Type Select Success, Failed, or Any. The default value is Any.

Termination Cause Code Select the cause code from Termination Cause Code. The
default value is All.

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Field Description
Time Period Select Call Connect Time or Call Disconnect Time. The
default value is Call Connect Time. In case of cross launch
from Top N dashlet, the default value is Call Disconnect
Time.
Call Connect Time—time when the call originates.
Call Disconnect Time—time when the call ends.
Select Past or Enter the Start Time and End Time. The
default value is Past.
The default value for the Start Time is one hour less than
Current Time and End Time is Current Time.
You can select Past in Minutes, Hour(s), or Days. The
default value for Past is 1 Hour(s).
For example, if you select Past as 8 Hour(s) at 10 p.m today
then it displays the records from 2 p.m to 9.59 p.m today.
If you select Past as 1 day at 10 a.m today then it displays
the records from 12 a.m through 11.59 p.m of previous
day.

The Jitter, Packet Loss, Conceal Seconds, Conceal Ratio fields are applicable only for CMR Filter and Call Category,
Call Type, Call Class, Call Duration, Termination Type, and Termination Cause Code fields are applicable only for CDR
Filter.

Step 3 Click Apply Filter.

The CDR & CMR report is generated.
When records are not available for the selected filter, it displays no data available.
CDR & CMR report displays only the records of last 7 days.

Troubleshoot
1 Issue: CDR & CMR report displays Grade as N/A.
Recommended Action: Check if Severely Conceal Seconds Ratio value is not received from the endpoint
or CMRs are not present.
2 Issue: CDR records in older version has grades Unknown, No MOS, Short Call, but the user cannot see
the same grades after upgrading to 11.0.
Recommended Action: After upgrade to 11.0 the Unknown, No MOS, Short Call grades will change to
N/A.
3 Issue: Severely Conceal Seconds Ratio is x% and call is graded as Poor Call but in actual the call is not
a poor call.

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Recommended Action: You can configure threshold values for Severely Conceal Seconds Ratio from
Voice Call Grade Page under CDR Analysis Settings.
4 Issue: Call grading is incorrect.
Recommended Action: Cross check the threshold values for Severely Conceal Seconds Ratio against
Severely Conceal Seconds Ratio value in the CMR Report for the calls.
5 Issue: CDR/CMR Records are not received.
Recommended Action: Perform one of the following:
• Add PCA as billing server in the Unified CM, if it is not added.
When you add PCA as billing server, check the resend on failure option in the Unified CM to avoid
any failure of CDR delivery.
• Verify if SFTP username/password is same in Cisco Prime Collaboration Assurance and billing
server in Unified CM.
• Check if CDR repository manager or CDR agent services are up in Unified CM.
• Check if "CDR Enabled Flag" and "Call Diagnostics Enabled" options are set correctly in Unified
CM.
• Check If any firewall settings blocks the file transfer, if it blocks then correct this at the network
infrastructure level.
• If Data collection of a cluster is in Failed state in Call Quality Data source management page then
run rediscovery for that publisher.

NAM & Sensor Report

NAM & Sensor report displays the name of the sensor that collected the data, MOS, jitter, and time stamp.

Note This report is not applicable if you have installed Cisco Prime Collaboration in MSP mode.

To generate NAM & Sensor report, choose Assurance Reports > NAM & Sensor Reports. Enter the values
in required fields and click Generate Report.
The following table describes the fields of NAM & Sensor reports.
Field Description
Name Descriptive name for the sensor that collected the data
and analyzed the MOS.
Note The name Cisco 1040 + < last 6 digits from
MAC address > identifies a Cisco 1040 that
automatically registered with Cisco Prime
Collaboration.

ID 1040 MAC address or Cisco Prime Network Analysis

Module (Prime NAM) or Cisco Prime Virtual
Network Analysis Module (Prime vNAM) IP address.

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Speaker/Listener Directory Number—Displayed when the device is

managed by a Unified Communications Manager that:
• Is added to Cisco Prime Collaboration with the
proper credentials
• Has not been suspended from monitoring.

Device Type—Can provide the device type or one of

these:
• N/A—Some error prevents Cisco Prime
Collaboration from obtaining the device type.
• Unavailable-This is the first time Cisco Prime
Collaboration has seen this phone and the device
type is not yet known; or the corresponding
Unified CM:
• Has not been added to Cisco Prime
Collaboration.
• Did not provide a valid device type to
Cisco Prime Collaboration.

IP Address—If an IP address is clickable, click it to

launch the Detailed Device View page or Phone Detail
window.
UDP Port—Transport layer port that is the source of
the media stream.
Device Name.

Time Time at which the sensor calculated MOS.

TOS Type of Service (TOS).

MOS Average MOS value during the sample duration. The

value might be N/A or not available if the sample
duration is very short.
MOS reflects the experience of the listener. Click the
value to open a Sensor Stream Correlation window.

Minimum MOS The minimum MOS score within the sample duration.
The value might be N/A or not available if the sample
duration is very short.

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Primary Degradation Cause One of these:

• Jitter
• Packet loss
• None—Jitter and packet loss values are both 0
(zero).
The value might be N/A or not available if the
sample duration is very short.

Grade Based on voice call grade settings. Select one of the

following:
• Good—The call value is less than the threshold
value of long call SCSR(%) or short call
SCSR(%).
• Acceptable—The call value is greater than or
equal to threshold value of long call SCSR(%)
or short call SCSR(%).
• Poor—The call value is greater than the
threshold value of long call SCSR(%) or short
call SCSR(%).
• N/A—The SCSR(%) value is not available or
is negative.
• All— Select all the grade.

For more information see Overview of Voice Call

Grade Settings, on page 192.

Jitter (ms) Milliseconds of jitter during the sample duration.

Packet Loss Number of packets lost due to network transmission
during the sample duration. Computed based on
observed RTP sequence number analysis.
Sample Duration(s) Number of seconds, between the first and last packet
that is analyzed. The value is usually 60, but can be
less for an initial or final stream.
Max Jitter (ms) Maximum milliseconds of jitter during the sample
duration.
Adjusted Packet Loss(%) Percentage packet loss due to high jitter. Computed
based on a reference jitter buffer with a fixed length
delay. This value is not affected by network loss.
Packet Loss (%) Percent of packet loss. (Packets lost divided by total
packets expected expressed as a percent.)

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SSRC Synchronization source ID-Identifies the source of a

stream of RTP packets.
Listener DN/IP Identifies the endpoint-called or caller-for which MOS
and impairment details are reported; one of these:
• IP address of the listener.
• Directory number of the listener.

Cluster Unified Communications Manager cluster.

Caller/Called
• Directory Number—Directory number where
the call was made.
• Device Type—Type of device making the call.
• Signaling IP—IP address of the device that
originated the call signaling. For IP Phones, this
field specifies the address of the phone. For
PSTN calls, this field specifies the address of
the H.323 gateway.
• B-Channel—B-channel number of the MGCP
gateway, or NA, if not applicable.
• Media IP—IP address where the call originated.
• Media Port—Port through which the call
originated.
• Device Pool—Device pool where the call
originated.
• Location—Location where the call originated.

Select Time Range Date and time that the call started with respect to the
Cisco Prime Collaboration server local time zone (not
the time zone in which the Unified CM resides). The
maximum time limit is 7 days.
Call Duration(s) Length of the call, in seconds.

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Impairment Details
• Jitter (ms)—Milliseconds of jitter during the
call.
• Packet Loss—Number of packets lost during
the call.
• Concealment Seconds—Number of seconds
that have concealment events (lost frames) from
the start of the voice stream (includes severely
concealed seconds).
• Severely Concealed Seconds—Number of
seconds during which a significant amount of
concealment (greater than fifty milliseconds)
was observed.
• Latency—Delay
• Concealment Ratio—Ratio of concealment
frames to total frames.

Call Release Code

• Caller Termination Cause -String that
describes why the call was terminated on the
caller endpoint.
• Called Termination Cause -String that
describes why the call was terminated on the
called endpoint. See Call termination cause
codes section in Cisco Unified Communications
Manager Call Details Record Administration
Guidee for the cause codes for failed calls.

Call Category Names A comma-separated list of the categories to which

the call belongs. For more information, seeCall
Classification, on page 288 and Call Category
Creation, on page 291
Call Category Types A comma-separated list of the category types to which
the call categories belongs. For more information see
Call Classification, on page 288 and Call Category
Creation, on page 291
Call Class One of these:
• Offnet
• Onnet

Note For more information, see Understand OffNet

and OnNet Calls, on page 290 .
Severely Conceal Seconds Ratio (%) A metric to measure the voice quality. It is the ratio
of Severely Conceal seconds(SCS) and the duration.

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Conceal Seconds Ratio (%) A metric to measure the network quality. It is the ratio
of Conceal seconds(CS) and duration.

The NAM & Sensor report can be exported in CSV format.

To export the report, click the Export tool button in the right-hand pane of the report window. Select ALL
or enter the value in Range radio button and click OK. If your client system seems unresponsive when you
try to export files, see Troubleshoot File Download Issues.

Understand Sensor Reports

Two RTP streams—incoming and outgoing—make up a single voice call. Sensors capture voice traffic in
various ways:
• Cisco 1040s listen to RTP voice traffic on Switch Port Analyzer (SPAN) ports that have been configured
to mirror voice traffic. Depending on the phone ports and the voice VLANs that a SPAN port mirrors,
a Cisco 1040 might listen to only one or both RTP streams, calculating MOS and sending data to Cisco
Prime Collaboration at 60-second intervals.
• Cisco Prime Network Analysis Module (Prime NAM) or Cisco Prime Virtual Network Analysis Module
(Prime vNAM) can also capture data from SPAN ports. Alternatively, you can configure
Cisco Prime Network Analysis Module (Prime NAM) or Cisco Prime Virtual Network Analysis Module
(Prime vNAM) to use other means of data capture. For a Cisco Prime Network Analysis Module
(Prime NAM) or Cisco Prime Virtual Network Analysis Module (Prime vNAM) to provide the data that
Cisco Prime Collaboration needs, RTP stream monitoring must be enabled on the Cisco Prime Network
Analysis Module (Prime NAM) or Cisco Prime Virtual Network Analysis Module (Prime vNAM). Cisco
Prime Collaboration obtains data from Cisco Prime Network Analysis Module (Prime NAM) or Cisco
Prime Virtual Network Analysis Module (Prime vNAM) at 60-second intervals.

Sensor reports display the MOS that a sensor calculated for RTP streams on a minute-by-minute basis. For
each interval, a sensor report displays one or two rows of data, depending on whether data from only one or
both RTP streams was captured. Each row identifies the sensor that collected the data, the endpoints involved,
MOS, milliseconds of jitter, and the time stamp.

View Sensor Stream Correlation Data

To launch a Sensor Stream Correlation window, generate a sensor report and click the Grade value for the
stream that interests you.

Note If a “Cannot find server” page appears instead of a Sensor Stream Correlation page, see Enable the Sensor
Stream Correlation Window to Display.

Cisco Prime Collaboration correlates data from sensors against one another and against Unified CM call
records and displays tables with the following information:
• Stream summary—A subset of the data that was displayed on the sensor report. Additionally, the source
synchronization ID (SSRC) for the stream is listed. An SSRC identifies the source of a stream of RTP
packets and remains unique during an RTP session.

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Note Another SSRC is assigned to RTP streams sent when the listener endpoint and UDP
port are the source of a stream of RTP packets. The Sensor Stream Correlation window
correlates data for one SSRC only.

• Call record—Information from the Unified CM CDR that correlates to the stream.

Note If the call is not complete yet, No Call Detail Record found for these streams appears
in the table heading.

• Stream details—Details from one or more sensors where the SSRC matches the one in the stream
summary.

The following table lists the data that is displayed in the Stream Summary table.

Table 49: Stream Summary

Column Description

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Speaker/Listener
• Directory Number-Displayed when the device
is managed by a Unified Communications
Manager that:
• Is added to Cisco Prime Collaboration
with the proper credentials.
• Has not been suspended from monitoring.

• IP Address-Depending on the device type, an

IP Phone Details page or a Detailed Device
View opens.
• UDP Port-Transport layer port that is the source
of the media stream.
• Device Type-Can provide the device type or
one of these:
• N/A-Some error prevents Cisco Prime
Collaboration from obtaining the device
type.
• Unavailable-This is the first time that
Cisco Prime Collaboration has seen this
phone and the device type is not yet
known; or the corresponding Unified CM:
• Has not been added to Cisco Prime
Collaboration.
• Did not provide a valid device type
to Cisco Prime Collaboration.

TOS Type of service.

Codec Codec name.
SSRC Synchronization Source ID-Identifies the source of a
stream of RTP packets.

The following table lists data from the CDR, if available. If the call has not completed yet, No Call Detail
Record found for these streams appears in the table heading and the row is blank.

Table 50: Call Record

Column Description
Call Disconnect The time that the call disconnected. Zero (0) is
displayed if the call never connected.
Cluster ID Unified CM cluster ID.

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Caller Signaling IP IP address of the device that originated the call

signaling. For Cisco Unified IP Phones, this field
specifies the address of the phone. For PSTN calls,
this field specifies the address of the H.323 gateway.
Caller B-Channel B-channel number of the MGCP gateway, or NA, if
not applicable.
Called Signaling IP IP address of the device that terminates the call
signaling.
Called B-Channel B-channel number of the MGCP gateway, or NA, if
not applicable.
Call Duration (s) Length of the call, in seconds.
Caller Termination Cause Populated when the originating party releases the call.
Note Termination causes might not be
populated.
Called Termination Cause Populated when the terminating party releases the
call or the call is rejected.
Note Termination causes might not be
populated.

The following table lists data from streams with an SSRC that matches the one in Stream Summary table.

Table 51: Stream Details

Column Description
Sensor Name Display name of the Cisco 1040 or
Cisco Prime Network Analysis Module (Prime NAM)
or Cisco Prime Virtual Network Analysis Module
(Prime vNAM).
Time Time at which the sensor calculated the MOS.
MOS Average MOS in the sample duration.
Minimum MOS Minimum MOS in the sample duration.
Primary Degradation Cause Jitter, Packet Loss, or None when jitter and packet
loss values are zero (0).
Jitter (ms) Milliseconds of jitter.
Packet Loss Number of packets lost. (Actual packet loss for the
sample duration.)
Sample Duration (s) Number of seconds elapsed between the first and last
packets that are analyzed.
Max Jitter (ms) Maximum jitter, in milliseconds.

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Adjusted Packet Loss (%) Percentage packet loss due to high jitter. Computed
based on a reference jitter buffer with a fixed length
delay. This value is not affected by network loss.
Packet Loss (%) Percentage packet loss. (Actual packets lost divided
by total packets expected expressed as a percent.)

Enable the Sensor Stream Correlation Window to Display

When you try to open a Sensor Stream Correlation window, if a window opens displaying a message such as
“The page cannot be found”, you can resolve the problem by disabling the proxy server setting in your browser.
The setting is found in Internet Options on the Connection tab.

Session Reports
You can use Sessions reports to view All Sessions Summary report and Sessions Detail report.
The following reports can be generated for Sessions reports:

All Session Summary Report

The All Session Summary report provides information about the in-progress and completed sessions. The
reports are available for four weeks.
This report includes the following information: endpoint name, device ID, total utilization, average duration,
and longest session.
It displays the scheduled duration of the scheduled session. For an Ad hoc session this value is displayed as
"NA". It also displays utilized scheduled time in % which denotes the scheduled time utilization in percentage.
You can view the following additionally:
• IP address - Displays the IP Address of the selected endpoint that participated in the session.
• Protocol - Displays the protocol used for the session. This is displayed in the Participated sessions of
Endpoint pane.

Ensure that the visibility of the phones is set to Full, to view the preceding details.
The protocol is not displayed for MSI-enabled Cisco Unified IP Phones 89 series.
You can view the following additionally
• Received Video DSCP - The last received DSCP value of the video device(s) in the session. This is only
applicable for Cisco Unified IP Phones 8941 and 8945, Cisco DX Series, and Cisco TelePresence TX
Series.
• Received Audio DSCP - The last received DSCP value of the audio device in the session. This is only
applicable for Cisco Unified IP Phones 8941 and 8945, Cisco DX Series, and Cisco TelePresence TX
Series.
• Peak Packet Loss - The highest value of packet loss (in percentage) that occurred in the session.

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To generate the All Sessions Summary report, choose Assurance Reports > Session Reports > All Session
Summary Report

Session Detail Report

The Sessions Detail report provides the following details: session ID, duration, start/end time, session type,
status, and alarm severity.
To generate the Sessions Detail report, choose Assurance Reports > Session Reports > Session Detail
Report.

TelePresence Endpoint Reports

You can use TelePresence reports to view endpoint utilization, and no show endpoints summary.
The following reports can be generated for TelePresence endpoints:

Endpoint Utilization Report

The Endpoint Utilization report enables you to identify the most utilized and least utilized endpoints.
Average utilization of an endpoint is calculated using the following formula:
• For system-defined (1 day, 1 week, 4 weeks) reports:
(Total number of utilization in minutes / [maximum utilization * 60]) * 100
• For custom reports:
(Total number of utilization in minutes / [maximum utilization * 60 * number of days]) * 100
◦1 day: The maximum utilization is ten hours.
◦1 week: The maximum utilization is 50 hours.
◦4 weeks: The maximum utilization is 200 hours.
◦Custom report: The maximum utilization is 7.14 hours per day.

It displays the utilized scheduled time in % which denotes the scheduled time utilization in percentage.
You can customize the endpoint utilization settings. To do so, select an endpoint model (endpoint(s) of a
particular model) and then click the Change Utilization button. You can select the number of working hours
in a day and the number of working days in a week.
To generate the Endpoint Utilization report, choose Assurance Reports > Telepresence Endpoint Reports
> Endpoints Utilization Report

No Show Endpoint Summary Report

The No Show Endpoints Summary report provides information about the endpoints that did not participate
in the scheduled sessions. This report is generated based on the scheduled completed sessions data.
To generate the No Show Endpoints Summary report, choose Assurance Reports > Telepresence Endpoint
Reports > No Show Endpoint Summary Report.

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Launch CUCM Reports

Launch CUCM Reports enables you to cross launch to the reporting pages for the Cisco Unified
Communications Manager clusters.
Go to Assurance Reports > Launch CUCM Reports, and click a cluster name to open the Cisco Unified
Reporting application.

Miscellaneous Reports
You can use Miscellaneous reports to view Other Reports, UCM/CME Phone Activity Reports, and Voice
Call Quality Event History Reports.

UCM/CME Phone Activity Reports

UCM/CME Phone Activity reports provide information about the audio and video phones that have undergone
a status change during the last 30 days.
If you have deployed Cisco Prime Collaboration in enterprise mode, the Phone Activity reports display the
domain name, except the Export Audio Phones report.
If you have deployed Cisco Prime Collaboration in MSP mode, the Phone Activity reports display the customer
name, except the Export Audio Phones report.
The following Activity reports are available:

Audio Phone Move Report

The Audio Phone Move report displays the details of IP phones that have been moved in the last 30 days. It
also displays the Extension, Cisco Unified CM address, switch address, and switch ports used before and after
the move.
The Audio Phone Move report shows the time at which the IP phone move was detected, and not the time at
which the move occurred.
Cisco Prime Collaboration obtains fresh data for the Audio Phone Move report every 5 minutes. You can also
close the report and regenerate it to refresh the data.
To generate the Audio Phone Move report, choose Assurance Reports > Miscellaneous Reports > UCM/CME
Phone Activity Reports > Audio Phone Move.

Note Audio Phone Move report is not supported for the phones that do not support CDP.

Audio Phone Audit Report

The Audio Phone Audit report shows the changes that have occurred in the managed IP phone network. For
example, this report shows the IP phones that have been added or deleted from your network, IP phone outage
status, and so on. Phone status changes occur, for instance, when a phone becomes unregistered with the Cisco
Unified CM.

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To generate the Audio Phone Audit report, choose Assurance Reports > Miscellaneous Reports > UCM/CME
Phone Activity Reports > Audio Phone Audit.

Note The IP Phone Audit report is not supported for Cisco Wireless IP Phone 7920.

Removed IP Phones Report

The Removed IP Phones report lists phones that have been removed during the last 30 days.
Cisco Prime Collaboration gathers the information used in this report every 5 minutes.
To generate the Removed IP Phones report, choose Assurance Reports > Miscellaneous Reports >
UCM/CME Phone Activity Reports > Removed IP Phones.

Note The Removed IP Phone report is not supported for Cisco Wireless IP Phone 7920.

Audio Phones Extension Changes Report

The Audio Phones Extension Changes Report lists the audio phones for which extension numbers were
changed during the last 30 days.
Cisco Prime Collaboration gathers the information used in this report every 5 minutes.
To generate the Audio Phones Extension Changes Report, choose Assurance Reports > Miscellaneous
Reports > UCM/CME Phone Activity Reports > Audio Phone Extension Changes.

Note The Audio Phones Extension Changes Report is not supported for Cisco Wireless IP Phone 7920.

Suspect Phones Report

The Suspect Phones report displays the attributes of all IP phones that:
• Have not registered with a Cisco Unified CM.
• Have made an unsuccessful attempt to register with a Cisco Unified CM.

To generate the Suspect Phones report, choose Assurance Reports > Miscellaneous Reports > UCM/CME
Phone Activity Reports > Suspect Phones.
Some IP phones appear marked as Suspect when they are not. To correct this, make sure that the Cisco Unified
CM is managed by Cisco Prime Collaboration.
• If the Cisco Unified CM is not managed by Cisco Prime Collaboration, add it to Cisco Prime
Collaboration.
• If the Cisco Unified CM is managed by Cisco Prime Collaboration but is not reachable, this can be due
to loss of connectivity. Make sure that connectivity with Cisco Prime Collaboration is restored.

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Note The Suspect Phones report is not supported for Cisco Wireless IP Phone 7920.

Duplicate MAC/IP Address Report

The Duplicate MAC/IP Address report lists the attributes of all IP phones that have:
• Duplicate MAC addresses; that is, a phone that has the same MAC address as another phone but a
different IP address.
• Duplicate IP addresses; that is, a phone that has the same IP address as another phone but a different
MAC address.

Cisco Prime Collaboration does not show a multihomed host as a phone with a duplicate MAC address.
For the Duplicate MAC/IP Address report to display the correct information, the switch to which the phone
is connected must be monitored by Cisco Prime Collaboration. If the switch is not monitored by Cisco Prime
Collaboration, the report will not display any information.
To generate the Duplicate MAC/IP Address report, choose Assurance Reports > Miscellaneous Reports >
UCM/CME Phone Activity Reports > Duplicate MAC/IP.

Video Phone Move Report

The Video Phone Move report displays video phones that have been moved in the last 30 days. It also displays
the Extension, Cisco Unified Communications Manager address, switch address, and switch ports used before
and after the move.
The Video Phone Move report shows the time at which the video phone move was detected, and not the time
at which the move occurred.
Information for the Video Phone Move report is gathered every 5 minutes using Video Phone Movement
Tracking.
Video Phone Movement Tracking is used to:
• Check all the switches and Cisco Unified CM
• Identify the list of changes
• Generate the data on video phone moves

To generate the Video Phone Move report, choose Assurance Reports > Miscellaneous Reports > UCM/CME
Phone Activity Reports > Video Phone Move.

Tip Tip Video Phone Move report is not supported for the phones that do not support CDP.

Video Phone Audit Report

The Video Phone Audit report shows the changes that have occurred in the managed video phone network.
For example, this report shows you the video phones that have been added or deleted from your network,

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changes in video phone status, and so on. Phone status changes occur, for instance, when a phone becomes
unregistered with the Cisco Unified CM.
To generate the Video Phone Audit report, choose Assurance Reports > Miscellaneous Reports > UCM/CME
Phone Activity Reports > Video Phone Audit.

Removed Video Phones Report

The Removed Video Phones report lists phones that have been removed during the last 30 days.
Cisco Prime Collaboration gathers fresh data for the Video Phone Move report every 5 minutes. You can also
close the report and regenerate it to refresh the data.
To generate the Removed Video Phones report, choose Assurance Reports > Miscellaneous Reports >
UCM/CME Phone Activity Reports > Removed Video Phones.

Video Extension Changes Report

The Video Extension Changes report lists the video phones for which extension numbers were changed during
the last 30 days.
To generate the Video Extension Changes report, choose Assurance Reports > Miscellaneous Reports >
UCM/CME Phone Activity Reports > Video Extension Changes.

Export Audio Phones Report

You can export 24-hours IP audio phone status report in the PDF and/or CSV file format for the following:
• Suspect IP Phones: IP audio Phones that have:
◦Not registered with Cisco Unified CM.
◦Made an unsuccessful attempt to register with a Cisco Unified CM.

• Duplicate MAC/IP Address Phones: IP audio phones that have:

◦The same MAC address as another phone but a different IP address.
◦The same IP address as another phone but a different MAC address.

• Extension Number Changes: Audio IP phones for which extension numbers were changed.
• IP Phone Audit: Changes that have occurred in your managed IP phone network. For example, this
report shows the IP phones that have been added or deleted from your network, IP phone outage status,
and so on.
• IP Phone Move: Audio IP phones that have been moved. The report shows the time at which the IP
phone move was detected, and not the time at which the move occurred.
• Removed IP Phones: IP audio phones that have been removed from Cisco Unified CM.
• All IP Phones/Lines: Details of all IP audio phones and its configured lines.

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Note The maximum number of records that can be exported to a PDF file is 2,000. The maximum number of
records that you can export to CSV is 30,000.

Step 1 Choose Assurance Reports > Miscellaneous Reports > UCM/CME Phone Activity Reports > Export Audio Phones.
The Export Settings (for Export Audio Phones) page appears, displaying the information described in the following
table.
Graphical User Interface Element Description/Action
Report Type Select a report type.

Save at Enter a location for storing the reports on the server where
Cisco Prime Collaboration Assurance is installed; the
default location is
/opt/emms/cuom/PhoneStatusChangeReports.
Note If you configure export settings to save files
outside of default location, be sure to log into the
Cisco Prime Collaboration Assurance server,
create the folder that you entered on the Export
Settings page, and provide write permission to the
folder for the user. If you do not, Cisco Prime
Collaboration cannot create the export files.
E-mail to Enter one or more complete e-mail addresses separated by
commas.

Step 2 Click Apply.

What to Do Next
You can download the reports by clicking the Download Report button.

Export Video Phones Report

You can export 24-hours video phone status report in the PDF and/or CSV file format for the following:
• Extension Number Changes: Video phones for which extension numbers were changed.
• Video Phone Audit: Changes that have occurred in your managed video phone network. For example,
this report shows the video phones that have been added or deleted from your network, video phone
outage status, and so on.
• Video Phone Move: Video phones that have been moved. The report shows the time at which the video
phone move was detected, and not the time at which the move occurred.
• Removed Video Phones: Video phones that have been removed from Cisco Unified CM.
• Video Phones/Lines: Details of all Video phones and its configured lines.

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Note The maximum number of records that can be exported to a PDF file is 2,000. The maximum number of
records that you can export to CSV is 30,000.

Step 1 Choose Assurance Reports > Miscellaneous Reports > UCM/CME Phone Activity Reports > Export Video Phones.
The Export Settings (for Export Video Phones) page appears, displaying the information described in the following table.
Graphical User Interface Element Description/Action
Report Type Select a report type.

Save at Enter a location for storing the reports on the server where
Cisco Prime Collaboration Assurance is installed; the
default location is
/opt/emms/cuom/PhoneStatusChangeReports.
Note If you configure export settings to save files
outside of default location, be sure to log into the
Cisco Prime Collaboration Assurance server,
create the folder that you entered on the Export
Settings page, and provide write permission to the
folder for the user. If you do not, Cisco Prime
Collaboration cannot create the export files.
E-mail to Enter one or more complete e-mail addresses separated by
commas.

Step 2 Click Apply.

What to Do Next
You can download the reports by clicking the Download Report button.

Voice Call Quality Event History Reports

You can search the Event History database for Voice Call Quality events based on:
• MOS
• Destination
• Codec
• Phone model
• Sensor(not applicable if you have installed Cisco Prime Collaboration in the MSP mode)
• Date
• Export

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To generate Call Quality Event History report, choose Assurance Reports > Miscellaneous Reports > Voice
Call Quality Event History Reports.
The Voice Call Quality Event History report is a scrollable table that lists up to 2,000 records, based on your
search criteria.
To view database contents beyond 2,000 records, choose Assurance Reports > Miscellaneous Reports >
Voice Call Quality Event History Reports > Export, click Export . If more than 1,000 records match your
search criteria, a popup window reports the total number of matching records found.
When you export Voice Call Quality Event History Reports In Internet Explorer browser, the Windows
Security popup window may prompt for your credentials. The report is downloaded even if you cancel the
Windows Security popup window.
For the Save at field, enter a location for storing the reports on the server where Cisco Prime Collaboration
Assurance is installed; the default location is /opt/emms/cuom/ServiceQualityReports.

Note If you configure export settings to save files outside of default location, be sure to log into the Cisco Prime
Collaboration Assurance server, create the folder that you entered on the Export Settings page, and provide
write permission to the folder for the user. If you do not perform these tasks, Cisco Prime Collaboration
cannot create the export files.

For the E-mail to field, enter one or more complete e-mail addresses separated by commas.
To download the report, click Download Report.
If you have deployed Cisco Prime Collaboration in the enterprise mode, the Call Quality Event History reports
can be viewed for a specific domain selected from the global selector (drop-down). However, when you export
the report, using the export option, the reports are not filtered based on the domain selected from the global
selector.
If you have deployed Cisco Prime Collaboration in the MSP mode, the Call Quality Event History reports
contain customer details such as, customer name. The reports can be viewed for a specific customer selected
from the global selector (drop-down). However, when you export the report, using the export option, the
reports are not filtered based on the customer selected from the global selector. Also, in this mode, you cannot
search the Event History database for Voice Call Quality events based on Sensor.

Other Reports
Other reports provide information about CTI applications, Cisco Analog Telephone Adaptor (ATA) devices,
and Cisco 1040 sensors if you have deployed Cisco Prime Collaboration in Enterprise mode.

Note If you have deployed Cisco Prime Collaboration in MSP mode, you cannot generate reports for Cisco
1040 sensors.
To generate these reports, choose Assurance Reports > Miscellaneous Reports > Other Reports and select
a report.

CTI Applications Report

The CTI Applications report lists CTI applications that are registered with Cisco Unified CM.
The following applications are registered to Cisco Unified CM as CTI devices or CTI ports:

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• Cisco Personal Assistant

• Cisco Customer Response Applications
• Cisco IP Contact Center
• Cisco Emergency Responder

ATA Devices Report

The ATA Devices report provides information about the ATA devices that are registered with Cisco Unified
CM.

Cisco 1040 Sensors Report

The Cisco 1040 Sensors report provides information about Cisco 1040 sensors that are deployed in your
network. Before you generate Cisco 1040 Sensors Report, see prerequisites in Prerequisites to Generate the
Cisco Prime Collaboration Reports.

Note This report is not applicable if you have installed Prime collaboration in MSP mode.

When a web interface is accessible for an IP phone, you can open it from Cisco 1040 sensor report by clicking
the hyperlink for one of the following:
• Extension number
• MAC address
• IP address

Conferencing Device Video Port Utilization Report

This report is generated based on the hourly utilization of conferencing devices.

Average Utilization
• 1 day: Average utilization of hour 1 + hour 2 + ... + hour 24) / 24.
• 1 week: Average hourly utilization of each hour in the week is aggregated and divided by (7 x 24).
• 4 weeks: Average hourly utilization of each hour in the 4 weeks is aggregated and divided by (7 x 24 x 4).
• Custom period: Average hourly utilization of each hour in the custom period is aggregated and divided
by (24 x number of days in custom period).

Note The utilization is shown as 100% even if the utilization is more than 100%.

Peak Utilization
• 1 day: The peak utilization is analyzed from individual peak values of each of the 24 hours.

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• 1 week: The peak utilization is analyzed from individual peak values of each of the 7*24 hours.
• 4 weeks: The peak utilization is analyzed from individual peak values of each of the 7*24*4 hours.
• Custom periods: The peak utilization is analyzed from individual peak values of each hour in the custom
period.

To generate the Conferencing Device Utilization report, choose Assurance Reports > Miscellaneous Reports
> Other Reports > Conferencing Device Utilization Report.
Click the value of the Average Utilization or Peak Utilization columns to launch the Detailed Video Port
Utilization graph. You can choose to view Hourly Average Utilization, Peak Utilization, or actual data (click
All). You can also use the slider and select a small time interval also (such as a minute) to view actual data
for that interval.

Scheduled Reports
Scheduled reports are utilization and inventory reports that you can schedule from the Report Launch Pad.
You can generate them according to your scheduling preferences, and download or send them to the configured
e-mail ID. These reports can be exported in both CSV and PDF format (except the Session Detail Report,
which can be exported only in CSV format). The data for these reports will be available for 30 days only.
These reports are not enabled by default. You can generate the reports on the spot or enable scheduling to
generate them on predefined days.
The following scheduled reports are available:

Report Title Description

Utilization Reports (Under Reports selector, select Utilization > Endpoint, and Endpoint No Show to see
the Monthly Utilization and Monthly No Show Reports.)

Monthly Utilization Report Provides aggregate monthly reports on the utilization of the endpoints.
The aggregate value is calculated by Total utilization for all months /
12.

Monthly No Show Report Provides aggregate monthly reports on the nonparticipation of endpoints
in scheduled sessions. The average aggregate value is calculated by
Total no show for all months / 12.

Session Detail Report Provides details on the session statistics for all completed sessions.

Inventory Reports

Managed Devices Report Provides information about managed devices. If a device is unknown,
only the IP address is displayed. Use this report to find devices for which
credentials have been updated.

Unmanaged Devices Report Provides information about unmanaged devices. Use this report to
identify devices for which credentials need to be updated.

Endpoints Provides information on the endpoints as displayed in the Endpoints

Diagnostic page. For more information, see the section.

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Report Title Description

Event History Reports

All Events Provides history of all the events that occurred in last one day, one week,
or one month.

Note Scheduled Utilization reports (Monthly Utilization, Monthly No Show, and Session Detail reports) are
applicable for both video phones and TelePresence endpoints. Endpoint details will be populated in these
reports based on the license that you purchased.

Generate Scheduled Reports

You can define the reporting period, the report generation date, and the frequency according to your preferences.
To generate a scheduled report:

Step 1 Select a report from the Reports pane.

Step 2 Click the Settings tab under the Report Details pane, and click Enable Scheduling.
Step 3 Schedule the report generation using options in the Scheduler and Settings pane.
Step 4 Do either of the following:
• Click Save.
• Generate the report on the spot:
◦Click Run Now (adjacent to the report you want to generate).
◦Click the Run History tab under the Report Details pane.
◦Download the report.

To create a customized scheduled report, select a report from the Reports quick display in the left corner only,
and click New under the Reports pane. Enter the required information and click Submit. Instances of the run
report are queued as jobs under the Job Management page. You can manage and monitor these jobs from the
Job Management page (System Administration > Job Management).

Access Data for Reports that Contain More than 2,000 Records
Cisco Prime Collaboration reports display up to 2,000 records. If more than 2,000 records are returned when
you generate a report, Cisco Prime Collaboration displays an informational message before displaying the
report.

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 Troubleshoot File Download Issues

In this case, you can:

• Enter more specific filters to generate a report with fewer records.
• Export the report data to a CSV file to access the additional records. To open the export window, click
the Export icon in the top right of the report window. You can export up to 30,000 records to a CSV
file.

Note If your client system seems unresponsive when you try to export files, see Troubleshoot File Download
Issues.

Troubleshoot File Download Issues

If you try to export a report or other data to a file from Cisco Prime Collaboration and either the export dialog
box or the window that prompts you to save the export file does not appear, use these procedures to try to fix
the problem.

DETAILED STEPS

Command or Action Purpose

Step 1 If you set the custom levels of security in Internet Explorer to medium or greater, the option, Automatic
prompt to file download, is disabled. If you try to download a PDF or CSV file to a client system where
Adobe Acrobat Reader or Microsoft Excel not installed, nothing happens. The PDF file or the spreadsheet
is not displayed nor is a window that prompts you to save the file. To enable file download windows to
display, do this on your desktop:
Step 2 If you are using Internet Explorer, Automatic prompt to file download is enabled, and the window that
prompts you to save the file still does not appear, do this:

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PART VII
Perform Diagnostics
• Diagnostics for Voice Endpoints, page 333
• Diagnostics for Video Endpoints, page 383
• Media Path Analysis, page 411
• Collect Logs, page 417
• Analyze Call Signaling , page 423
 CHAPTER 23
Diagnostics for Voice Endpoints
Cisco Prime Collaboration enables you to run multiple diagnostics tests to identify issues related to Unified
Communications phone network.
If you have deployed Cisco Prime Collaboration in MSP mode, you can select the customers for which you
want to see the test results. Use the global customer selection list on the top right of the user interface to
select the customer(s) and then perform the test. The endpoints available to you to perform the tests will
depend on the customers you have selected. In the test results, you can see the customer to which the device
belongs to. In case you select or deselect customers from the global customer selection list after creating,
importing or scheduling, or modifying any fields for the tests, the resultant changes will be visible when the
page refreshes.
You can run the following diagnostics tests for voice endpoints:

• Phone Status Test, page 333

• Synthetic Test, page 337
• IP SLA Voice Tests, page 352
• Create a Batch Test, page 371
• Phone Tests—Batch and On Demand Tests, page 374
• UC Phone Tests SummaryAudio Phone Features Test, page 378
• CME Diagnostics, page 380
• Synthetic Test Center, page 381

Phone Status Test

Phone status testing uses Cisco IOS IP SLA technology to monitor the reachability of key phones in the
network. Phone status testing is protocol-independent. You can perform tests on phones that operate under
these protocols SCCP, and SIP. A phone status test consists of the following:
• A list of IP phones to test, selected by you.
• A testing schedule that you configure.
• IP SLA-based pings from an IP SLA-capable device (for example, a switch, a router, or a voice router)
to the IP phones. Optionally, it also pings from Cisco Prime Collaboration to the IP phones.

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A phone is considered unreachable after there is no response to either an IP SLA-based ping, or a Cisco Prime
Collaboration ping, and the phone status is unregistered in the phone status process. Cisco Prime Collaboration
generates the PhoneReachabilityTestFailed event.
When a router is rebooted, the phone status tests are lost. However, Cisco Prime Collaboration reconfigures
the test when the router becomes available. While the router is down, the Cisco Prime Collaboration ping
continues to run, if you have enabled Cisco Prime Collaboration ping.
Phone status tests continue to run, except when phone information (IP address or extension number) changes
and phone-related devices are not monitored by Cisco Prime Collaboration; update the seed file and add the
test again.
You can create phone status tests by using the Create Phone Status Test page or by using a seed file. If you
want to configure the test on the IP SLA-capable device closest to the new Cisco Unified CM, update the seed
file and add the test again.

Note Before uninstalling Cisco Prime Collaboration, be sure to delete all the phone status tests from the
application. If you do not delete these tests, they will continue to run on the router.

Create a Phone Status Test

You can create phone status tests to monitor the reachability of key phones in the network.
To create a phone status test using the Create Phone Status Test page:

Before You Begin

• You must be able to provide IP SLA-capable devices and IP phones (extensions and IP addresses) for
testing.
• Phone status tests do not require information from Cisco Prime Collaboration device inventory. However,
when Cisco Prime Collaboration monitors phone-related devices, it can update phone status tests whenever
phone information changes.
• The source device for a phone status test must be monitored in Cisco Prime Collaboration.

Step 1 Choose Synthetic Test Center > Phone Status Test.

Step 2 Click Create.
Step 3 In the Source pane, use the device selector to select a source device, or enter the device name (or IP address) in the Name
field.
Step 4 Click Add From Phone Report.
Step 5 , In the Endpoint Diagnostic report page, check the check box next to the phones for which you want to add the test, and
click Add Phones.
Step 6 In the Run area of the Create Phone Status Test page, do the following:
• Schedule when to run the test.
• Enter a name for the test.

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• Check the Do not use ping from Cisco Prime Collaboration server check box to disable ping from Cisco Prime
Collaboration server.

Step 7 Click Save.

You can edit, view, and delete the phone tests from the Phone Status Test page.

Import Phone Status Test

You can create phone status test by importing a seed file with a list of extensions to include in the test.

Before You Begin

• Verify that your seed file is formatted correctly. See Format Phone Status Test Import File for details
on the seed file format.

To create a phone status test using a seed file:

Step 1 Choose Synthetic Test Center > Phone Status Test.

Step 2 Click Import. Click Browse to add the seed file.
Step 3 In the Run area, do the following:
• Schedule when to run the test.
• Enter a name for the test.
• Check the Do not use ping from Cisco Prime Collaboration server check box to disable ping from Cisco Prime
Collaboration server.

Step 4 Click OK.

Format Phone Status Test Import File

A phone status testing seed file should list all the phones that are to be tested. You can use a six-column or
eight-column file format. The first six columns are the same for both file formats.
The information that you must provide for each phone is extension number, IP address, and MAC address.
For:
• Shared lines—Enter one or both phones; Cisco Prime Collaboration can run one test for each phone on
a shared line.
• Multiple extensions—Even if you enter multiple extensions for a phone, Cisco Prime Collaboration runs
only one test for the phone.

Soft phones will display the device name in the MAC address fields.

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You can use a six-column or eight-column file format. The first six columns are the same for both file formats.
Each line of the seed file must contain:
• Six or eight columns. If a column is not used, you must enter a space.
• Colons separating the columns.

You must also provide the IP address and read and write community strings for the router closest to the Cisco
Unified CM to which the phone is registered.
The following table shows the seed file format for testing the phone status.

Table 52: Seed File Format for Phone Status Testing

Column Description
Number
1 Phone extension.

2 Phone MAC address.

3 Phone IP address.

4 IP SLA-enabled device (router, switch, or voice router).

5 Read community string for the IP SLA-enabled device.

6 Write community string for the IP SLA-enabled device.

7 SNMPv3 username (used in the eight-column format only)

8 SNMPv3 password (used in the eight-column format only)

Examples
Example 1: Phone Status Testing Six-Column Import File
[Extension]:[MAC Address]:[IPAddress]:[IPSLA Router]:[Read Community]:[Write community]

4000:200000000001:172.20.121.1:10.76.34.194:private:private

The following example shows a sample eight-column import file.

Example 2: Phone Status Testing Eight-Column Import File

2) [Extension]:[MAC Address]:[IPAddress]:[SAA Router]:[Read Community]:[Write community]:

[snmpv3UserName]:[snmpv3Passwd]

#4000:200000000001:172.20.121.1:10.76.34.194:!{[NOVALUE]}!:!{[NOVALUE]}!:admin:admin

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Synthetic Test
Synthetic tests are used to check the availability of voice applications. These tests verify whether the voice
application can service requests from a user. For example, you can use synthetic tests to verify whether phones
can register with a Cisco Unified CM. You can configure these test to run periodically.
Synthetic tests use synthetic phones to measure the availability of voice applications by emulating your actions.
For example, a synthetic test places a call between clusters and then checks whether the call is successful.
Cisco Prime Collaboration can monitor the information returned from the synthetic tests and generate events
based on the results. If a synthetic test fails, Cisco Prime Collaboration generates a critical event. Such events
are displayed in Event Browser.
Cisco Prime Collaboration supports synthetic testing for the following applications:
• Cisco Unified CM and Cisco Unified CM Express
• Cisco TFTP Server
• Cisco Emergency Responder
• Cisco Unity, Cisco Unity Express, and Cisco Unity Connection

Note Creating synthetic tests with RTP transmissions in NATed environment is not supported.

The following table lists the synthetic tests and the results that each test must produce to pass.

Table 53: Synthetic Test Descriptions and Expected Results

Synthetic Test Description Expected Results

Phone Registration Test Opens a connection with the Successful registration of the phone.
Cisco Unified CM and registers a
simulated IP phone.

Dial-Tone Test Simulates an off-hook state to Receives a dial tone signal from Cisco
Cisco Unified CM and checks for Unified CM.
receipt of a dial tone.

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Synthetic Test Description Expected Results

End-to-End Call Test Initiates a call to a second
simulated or real IP phone. • Registers, goes off-hook, and places
the call
• Ring indication
• Destination phone goes off-hook to
accept the call

If call progress tones and announcements are

configured on the gateway for your
end-to-end call, the test may succeed even
before the phone rings or after a couple of
rings. This indicates that your gateway is
working correctly.

TFTP Download Test Performs a TFTP get-file Successful download of a configuration file
operation on the TFTP server. from the TFTP server.

Emergency Call Test Initiates a call to the emergency

number to test the dynamic • All calls initiated
routing of emergency calls. • Ring indication on Public Safety
Answering Point (PSAP) and On Site
Alert Number (OSAN), if configured.

Message-Waiting Calls the target phone and leaves Activation of the phone's message-waiting
Indicator Test a voice message in the voice indicator. The message is then deleted and
mailbox. the message-waiting indicator is deactivated.
The destination phone for the
Message-Waiting Indicator Test
should be configured as Call
Forward after X number of rings
before moving to voicemail.
If it is configured for Call
Forward Always, the test will fail.

Prerequisites for Synthetic Tests

You can configure synthetic tests for each Cisco Unified Communications Manager and only for supported
Cisco voice applications in your network. For each synthetic test, you must configure one or more phones in
the related Cisco Unified Communications Manager or supported Cisco voice applications.
Follow these guidelines while creating synthetic tests:
• The MAC address for synthetic phones must be between 00059a3b7700 and 00059a3b8aff and must be
in the format 00059a3b7700.
• Create one phone extension number and one MAC address for each test and use it for that test only.

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• Configure only one synthetic test per Cisco Unified CM.

• The SIP URI should be in the format sip:extn@ccm; for example, sip:[email protected].

Note You may use the following special characters in the extension: +, @, (.), (-), ?, \, ], [,
(-), !, X, ^, *, and #.

• Make sure that the combination of the phone extension number and the MAC address used in a test is
unique across the voice cluster.
• Only Cisco 7960 IP Phones are simulated as synthetic endpoints in synthetic tests.
• If the synthetic phones are not preconfigured in Cisco Unified CM and Auto Registration is enabled,
then the first execution of synthetic tests will fail but subsequent executions will work properly.

See Synthetic Test Worksheet for list of worksheets that can help you in configuring applications and
determining the number of phones for synthetic tests.

Create an Emergency Call Synthetic Test

For the target phones, the outgoing PSAP must use a local phone (not 911). Also, for the OSAN, use a synthetic
phone only (do not use your local onsite security phone).

Note The Emergency Call synthetic test is supported on Cisco Emergency Responder 1.x and later.

To create an emergency call synthetic test:

Step 1 Choose Synthetic Test Center > UC Application Synthetic Test.

Step 2 Click Create.
Step 3 From the Test Type drop-down menu, select Emergency Call Test.
Step 4 In the CER Parameters pane, do the following:
• Select the name or IP address of the system where Cisco Emergency Responder is installed.
You can use the Select Voice Application group selector in the left pane to enter a device: Select the device in the
group selector, and then click the arrow button next to the Cisco Emergency Responder field.
• Enter the Emergency phone number.

Step 5 In the Caller pane, do the following:

• Select the name or IP address of the Cisco Unified Communications Manager or Cisco Unified Communications
Manager Express for the caller’s phone.
You can use the Select Voice Application group selector in the left pane to enter a device: Select the device in the
group selector, and then click the arrow button next to the Cisco Unified Communications Manager/Express field.

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• Enter the synthetic phone’s MAC address. If you used the group selector to choose the Cisco Unified Communications
Manager or Cisco Unified Communications Manager Express system, the MAC address field is automatically
populated.
Cisco Prime Collaboration verifies only that the MAC address number entered in the Create Synthetic Test page
is syntactically valid. It is your responsibility to make sure the correct numbers are entered, as configured in the
Cisco Unified Communications Manager. See Prerequisites for Synthetic Tests, for MAC address limitations.

Step 6 In the PSAP pane, do the following:

• Select the Public Safety Answering Point (PSAP) Cisco Unified Communications Manager or Cisco Unified
Communications Manager Express.
You can use the Select Voice Application group selector in the left pane to enter a device: Select the device in the
group selector, and then click the arrow button next to the Cisco Unified Communications Manager/Express field.
• Enter the PSAP phone’s MAC address.

Step 7 (Optional) If there is an On Site Alert Number (OSAN), select the On Site Alert Number check box, and enter the
following in the OSAN pane:
• The name or IP address of the OSAN Cisco Unified Communications Manager or Cisco Unified Communications
Manager Express.
You can use the group selector in the left pane to enter a device: Select the device in the group selector, and then
click the arrow button next to the Cisco Unified Communications Manager/Express field.
• The OSAN phone’s MAC address.

Step 8 In the Run pane, name the test and configure when the test should run.
Note The test name that you enter in the Run pane cannot contain tabs, question marks, quotation marks, asterisks,
semicolons, commas, colons, forward slashes, straight slashes, or backslashes.
Step 9 Click Create.

Create a Message-Waiting Indicator Synthetic Test

The following are the requirements for the target phones to run this test.
While creating the subscriber on Cisco Unity Connection that you are going to use for synthetic testing,
configure the subscriber according to the following:
• The Set subscriber for self-enrollment at next login check box must be deselected, or you must use
a real phone to dial into the Cisco Unity, device and complete the personalization process.
• Set the password option to Password never expires. The destination phone for the Message-Waiting
Indicator Test should be configured as CALL FORWARD after X number of rings before moving to
voicemail. If it is configured for CALL FORWARD ALWAYS, the test will fail.

This test is only supported on SCCP end-points. SIP endpoints are not supported for this test.

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Note After you perform a Cisco Unified CM version upgrade, Cisco Unity, synthetic tests that use the Cisco
Unified CM that you upgraded might stop working. If this problem occurs, you should delete the Cisco
Unity synthetic test, and then add the synthetic test again.

To create a message-waiting indicator synthetic test:

Step 1 Choose Synthetic Test Center > UC Application Synthetic Test.

Step 2 Click Create.
Step 3 From the Test Type drop-down menu, select Message-Waiting Indicator Test.
Step 4 In the Unity Parameters pane, enter the Cisco Unity, Cisco Unity Express, or Cisco Unity Connection system details.
Step 5 Enter the appropriate information and click Create.

Create a TFTP Download Synthetic Test

You can configure only one TFTP download test for each Cisco Unified Communications Manager.
To create a TFTP download synthetic test:

Step 1 Choose Synthetic Test Center > UC Application Synthetic Test.

Step 2 Click Create.
Step 3 From the Test Type drop-down menu, select TFTP Download Test.
Step 4 From the Select Voice Application group selector, select the Cisco Unified CM or Cisco Unified CM Express for which
you want to set up the test.
Step 5 In the Run pane, name the test and schedule when to run the test.
Note The test name that you enter in the Run pane cannot contain tabs, question marks, quotation marks, asterisks,
semicolons, commas, colons, forward slashes, straight slashes, or backslashes.
Step 6 Click Create.

Create an End-to-End Call Synthetic Test

You have the option of configuring the target phone as a real phone or a synthetic phone. The default setting
is a synthetic phone.
SIP-based end-to-end call tests that include a non-virtual destination phone with RTP enabled will not work
under NAT/multiple end-customer environments. The test execute, but only the signaling portion passes. The
RTP transmission will fail.
In this instance, the test is run to a real phone with the Enable RTP transmission option selected. The End-to-End
Call Test is unable to do media transmission to a phone in a NAT environment.

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Note Do not create more than 100 end-to-end call tests that run at 1-minute intervals. Configure any additional
end-to-end call tests to run at various intervals greater than 1 minute.

To create an end-to-end call synthetic test:

Step 1 Choose Synthetic Test Center > UC Application Synthetic Test.

Step 2 Click Create.
Step 3 From the Test Type drop-down menu, select End-to-End Call Test.
Step 4 In the Caller pane, do the following:(Depending on the type of phone you select, some selections might become
unavailable.)
a) Enter the Cisco Unified Communications Manager or Cisco Unified Communications Manager Express system.
You can use the Select Voice Application group selector in the left pane to enter a device: Select the device in the
group selector, and then click the arrow button next to the Cisco Unified Communications Manager/Express field.
b) Enter the synthetic phone’s MAC address.
If you used the group selector to choose the Cisco Unified Communications Manager or Cisco Unified Communications
Manager Express system, the MAC address field is automatically populated.
See Prerequisites for Synthetic Tests for MAC address limitations.
c) Select a protocol type.
d) Select a parameter type:
• If you select Extension, enter the extension for the phone.
• If you select SIP URI, enter the SIP Uniform Resource Identifier (SIP URI). The SIP URI should be in the
format sip:extn@ccm; for example, sip:[email protected].
Note You may use the following special characters in the extension: +, @, (.), (-), ?, \, ], [, (-), !, X, ^, *, and
#.

Step 5 In the Recipient pane, do the following:

a) Select either the Synthetic Phone or Real Phone radio button.
b) Enter the name or IP address of the Cisco Unified Communications Manager or Cisco Unified Communications
Manager Express system (if you selected the Real Phone radio button, this option is grayed out).
You can use the Select Voice Application group selector in the left pane to enter a device: Select the device in the
group selector, and then click the arrow button next to the Cisco Unified Communications Manager/Express field.
c) Enter the phone’s MAC address (if you selected the Real Phone radio button, this option is grayed out).
d) Select a protocol type (if you selected the Real Phone radio button, this option is grayed out).
e) Select a parameter type (if you selected the Real Phone radio button, this option is grayed out): If you select Extension,
enter the extension for the phone. If you select SIP URI, enter the URI.
The Parameters area is grayed out when Synthetic Phone is selected.

Step 6 In the Parameters pane, do the following:

• (Optional) Select Wait for Answer. If you selected the Synthetic Phone radio button, this option is grayed out.
• (Optional) Select Enable RTP transmission. If you selected the Synthetic Phone radio button, this option is grayed
out.

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• Choose a criterion for success, either Call Success or Call Failure.

• If desired, you can change the call setup time threshold setting (default is 10000 milliseconds).
The call setup time threshold measures the time between when you are done dialing the number to when the Cisco
Unified Communications Manager sets up the call (using SIP or SCCP phones). If the threshold is exceeded, a
warning event is generated.

Step 7 In the Run pane, name the test and schedule when the test should run.
Note The test name that you enter in the Run pane cannot contain tabs, question marks, quotation marks, asterisks,
semicolons, commas, colons, forward slashes, straight slashes, or backslashes.
Step 8 Click Create.
Note The synthetic phone as well as the recipient phone can operate under either SCCP or SIP protocols.

Create Dial-Tone Synthetic Tests

To create a dial-tone synthetic test:

Step 1 Choose Synthetic Test Center > UC Application Synthetic Test.

Step 2 Click Create.
Step 3 From the Test Type drop-down menu, select Dial-Tone Test.
Step 4 From the Select Voice Application group selector, select the Cisco Unified CM or Cisco Unified CM Express system
for which you want to set up the test.
Step 5 Enter the synthetic phone’s MAC address. See Prerequisites for Synthetic Tests for MAC address limitations.
If desired, you can change the dial-tone time threshold setting (default is 500 milliseconds).
The dial-tone time threshold measures the time between when an SCCP phone goes offhook to when it receives a dial
tone from Cisco Unified CM. If the threshold is exceeded, a warning event is generated.

Step 6 In the Run pane, name the test and schedule when to run the test.
Note The test name that you enter in the Run pane cannot contain tabs, question marks, quotation marks, asterisks,
semicolons, commas, colons, forward slashes, straight slashes, or backslashes.
Step 7 Click Create.
Note Dial-tone synthetic test supports only SCCP endpoints. SIP endpoints are not supported for this
test.

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Create a Phone Registration Test

To create a phone registration test:

Step 1 Choose Synthetic Test Center > UC Application Synthetic Test.

Step 2 Click Create.
Step 3 From the Test Type drop-down list, select Phone Registration Test.
Step 4 From the Select Voice Application group selector, select the Cisco Unified CM or Cisco Unified CM Express for which
you want to set up the test.
Step 5 Enter the synthetic phone’s MAC address. See Prerequisites for Synthetic Tests for MAC address limitations.
Step 6 Select a protocol and parameter type.
• If you select Extension, enter the extension for the phone.
• If you select SIP URI, enter the SIP Uniform Resource Identifier (SIP URI). The SIP URI should be in the format
sip:extn@ccm; for example, sip:[email protected].

Step 7 Select a criteria for success (Registration Success or Registration Failure).

If desired, you can change the registration time threshold setting (default is 2000 milliseconds). The phone registration
threshold measures the time that it takes for a phone (SIP or SCCP phone) to register with a Cisco Unified CM. If the
threshold is exceeded, a warning event is generated.

Step 8 In the Run pane, name the test and schedule when to run the test.
Note The test name that you enter in the Run pane cannot contain tabs, question marks, quotation marks, asterisks,
semicolons, commas, colons, forward slashes, straight slashes, or backslashes.
Step 9 Click Create.

Import Synthetic Tests

You can import multiple synthetic tests at one time by using a comma-separated values (CSV) file.
To import synthetic tests:

Before You Begin

• Verify that your seed file is formatted correctly. For details, see Format Synthetic Test Import Files.

Step 1 Choose Synthetic Test Center > UC Application Synthetic Test.

Step 2 Click Import.
Step 3 In the Import Synthetic Test page, browse to the seed file, and click OK.
The scheduled time and day for a synthetic test is configured in the import file. If you want to run a synthetic test on
demand, you can use the Run Now button.

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Format Synthetic Test Import Files

The general format for a synthetic test seed file is as follows:
• If you create the import file manually, the import file should have plain text content (Comma, AND,
OR, Pipe separated) without header.
• All values must be separated with a vertical bar (|).
• The schedule column must use the following formatting:
MONTH,DAYSOFMONTH,DAYSOFWEEK,HOUR,MINUTE

◦Month—0-11
◦Day of month—1-31
◦Day of week—0-6 (0 = sunday)
◦Day of week—0-6 (0 = sunday)
◦Minute—0-59

Each specifier can be a number, a range, comma-separated numbers and a range, or an asterisk.
Month and days of the month fields cannot be changed. You should enter an asterisk (*).
Day of week can have an asterisk to represent all days, or it can have a comma-separated list of days.
For Hour, you can enter an asterisk to represent 24 hours, or you can enter a range. Minute can be an
asterisk, to represent all, or it can be a range.
Day of week can have an asterisk to represent all days, or it can have a comma-separated list of days.
For Hour, you can enter an asterisk to represent 24 hours, or you can enter a range. Minute can be an
asterisk, to represent all, or it can be a range.
Only the following schedule types are supported:
◦*;*;*;*;* —All days, 24 hours
◦*;*;2-4;*;* —Tuesday to Thursday, 24 hours
◦*;*;*;8-20;* —All days between 8:00 a.m. and 8:00 p.m
◦*;*;*;8;20-59:*;*;*;9-19;*:*;*;*;20;0-40 —All days between 8:20 a.m. and 8:40 p.m.

Phone Registration Tests

Phone Registration Test Seed File Format
REGISTRATION|TestName|PollInterval|Schedule|CCMAddress|MACAddress|SrcPhoneProtocol|
SIPURI_OR_EXTN
Phone Registration Test Example
REGISTRATION|reg test|60|*;*;*;*;*|ipif-skate.cisco.com|00059A3B7780|SCCP|4002

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Table 54: Import File Format for Phone Registration Tests

Column Description
Number
1 Type of test—REGISTRATION

2 Test name.

3 Polling interval.

4 Schedule.

5 Cisco Unified CM to which the phone is connected.

6 Phone’s MAC address. See Prerequisites for Synthetic Tests, for information on MAC
details.

7 Phone’s protocol (SCCP or SIP).

8 SIP URI or extension number.

9 Customer name.

Dial-tone Tests
Dial-tone Test Seed File Format
OFFHOOK|TestName|PollInterval|Schedule|CCMAddress|MACAddress
Dial-tone Test Example
OFFHOOK|dial-tone|60|*;*;*;*;*|ipif-skate.cisco.com|00059A3B7781

Table 55: Import File Format for Dial-tone Tests

Column Description
Number
1 Type of test—DIALTONE/OFFHOOK

2 Test name.

3 Polling interval.

4 Schedule.

5 Cisco Unified CM to which the phone is connected.

6 Phone’s MAC address. See Prerequisites for Synthetic Tests, for information on MAC
details.

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Column Description
Number
7 Customer name.

End-to-End Call Test

End-to-End Call Test Seed File Format
ENDTOENDTEST|TestName|PollInterval|Schedule|SrcCCM|SrcMAC|isDestRealPhone|DestCCM|DestMAC|Extn|
WaitForAnswer|EnableRTP|SrcPhoneProtocol|SRC_SIPURI_OR_EXTN|DestPhoneProtocol
End-to-End Call Test Example
ENDTOENDTEST|endtoend test|60|*;*;*;*;*|ipif-skate.cisco.com|00059A3B7782|FALSE
|ipif-skate.cisco.com|00059A3B7783|4002|TRUE|FALSE|SCCP|4004|SCCP

Table 56: Import File Format for End-to-End Call Tests

Column Description
Number
1 Type of test—ENDTOENDTEST

2 Test name.

3 Polling interval.

4 Schedule.

5 Caller Cisco Unified CM.

6 Caller MAC address. See Prerequisites for Synthetic Tests, for information on MAC details.

7 Whether or not the recipient phone is a real phone. Enter true or false.

8 Recipient Cisco Unified CM.

9 Recipient MAC address. See Prerequisites for Synthetic Tests, for information on MAC
details.

10 Recipient extension number.

11 Wait for answer. Enter true or false.

12 Enable RTP transmission. Enter true or false.

13 Phone’s protocol (SCCP or SIP).

14 SIP URI or extension number.

15 Destinations phone’s protocol (SCCP or SIP).

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Column Description
Number
16 Customer name.

TFTP Download Test

TFTP Download Test Seed File Format
TFTP test format: TFTP|TestName|PollInterval|Schedule|CCMAddress
TFTP Download Test Example
TFTP|tftp download|60|*;*;*;*;*|ipif-skate.cisco.com

Table 57: Import File Format for TFTP Download Tests

Column Description
Number
1 Type of test—TFTP.

2 Test name.

3 Polling interval.

4 Schedule.

5 Cisco Unified CM.

6 Customer name.

Message-Waiting Indicator Test

Message-Waiting Indicator Test Seed File Format
MWITEST|TestName|PollInterval|Schedule|UnityAddress|SrcCCM|SrcMAC|DestCCM|DestMAC|Extn|Password

Message-Waiting Indicator Test Example

MWITEST|mwi test|300|*;*;*;*;*|10.76.91.155|10.76.91.148|00059A3B7B00|10.76.91.148
|00059A3B7B01|71418001|13579

Table 58: Import File Format for Message-Waiting Indicator Tests

Column Description
Number
1 Type of test—MWITEST.

2 Test name.

3 Polling interval.

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Column Description
Number
4 Schedule.

5 Cisco Unity system.

6 Caller Cisco Unified CM.

7 Caller MAC address. See Prerequisites for Synthetic Tests, for information on MAC details.

8 Recipient Cisco Unified CM.

9 Recipient MAC address. See Prerequisites for Synthetic Tests, for information on MAC
details.

10 Recipient extension number.

11 Recipient voicemail password.

12 Customer name.

Emergency Call Test

Emergency Call Test Seed File Format
EMERGENCYCALLTEST|TestName|PollInterval|Schedule|CERAddress|SrcCCM|SrcMAC|PsapCCM|PsapMAC|
EmergencyNumber|enableOsan|OsanCCM|OsanMAC
Emergency Call Test Example
EMERGENCYCALLTEST|emergency call test|600|*;*;*;*;*|10.76.35.211|10.76.93.75|00059A3B7789
|10.76.93.75|00059A3B7790|911|TRUE|10.76.38.111|00059A3B7791

Table 59: Emergency Call Test Tests

Column Description
Number
1 Type of test—CCCTEST.

2 Test name.

3 Polling interval.

4 Schedule.

5 Cisco Emergency Responder system.

6 Caller Cisco Unified CM.

7 Caller MAC address. See Prerequisites for Synthetic Tests, for information on MAC details.

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Column Description
Number
8 Public Safety Answering Point (PSAP) Cisco Unified Communications Manager.

9 PSAP MAC address. See Prerequisites for Synthetic Tests, for information on MAC details.

10 Emergency number.

11 Enable On Site Alert Number (OSAN). Enter true or false.

12 OSAN Cisco Unified CM.

13 OSAN MAC address.

14 Customer name.

Manage Synthetic Tests

The following table describes the tasks that you can perform from the Synthetic Tests page.

Tasks Description
Export Synthetic tests You can export the synthetic tests that you have created to a file on your Cisco
Prime Collaboration server. If needed, you can use this file to import your
configured synthetic tests back into Cisco Prime Collaboration, or to import the
tests into another Cisco Prime Collaboration system.

Edit Synthetic tests Every time you create or edit a test that requires a phone extension number and
a MAC address, you should edit them as a pair. Do not edit one independently
of the other.
While editing the Synthetic test, if you get an error message stating that the MAC
address is already in use, then delete the Synthetic test and add the test back with
the same MAC address.

View Synthetic test In the Synthetic Test Details page you can view the parameters that have been
details configured for a test.
The details displayed vary depending on the type of test.

Start and stop Synthetic Synthetic tests can be started or stopped. You can select multiple tests at one time
tests to start or stop. If a test is running while you are trying to stop it, a message
appears stating the test’s details.

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Tasks Description
View Synthetic test The results are displayed in a report format. As with any of the reports in Cisco
results Prime Collaboration, you can print the report or export it to a file.
The Synthetic Tests Results report provides the following information:
• The Test status (passed or failed).
• The day and time that the test finished.
• Any error messages.

Schedule Synthetic tests When you create a synthetic test, you have the option of running the test now, or
scheduling the test to run at regular intervals.
If you want to change the time at which the test should run, you must edit the
synthetic test in the Edit Synthetic Test page.
If the system time of the Cisco Prime Collaboration server is changed backward,
the synthetic tests will not execute until the time has elapsed and the system time
reaches the original time at which the change was done.
For example, if at 10:00 a.m. the system time is changed to 9:00 a.m., the tests
will not start executing until the system time is 10:00 a.m.
Your login determines whether or not you can perform this task.

Synthetic Test Notes

The following table contains information you should be aware of while creating synthetic tests:

Summary Explanation
Synthetic tests do not run for 30 minutes after the Starting Cisco Prime Collaboration processes places
Cisco Prime Collaboration processes are started. a high load on the system. To prevent synthetic tests
However, during this time, you can still create, edit, from failing during this time, Cisco Prime
or delete tests. Collaboration delays starting them.

Synthetic tests may either be skipped or take an Whenever the server CPU is greater than 85%,
extended period of time to run if the server CPU RAM synthetic tests are either skipped or would take more
reaches 85%. time for execution.
This anomaly will be reflected in the portlets. Therefore, the portlet data about these tests will reflect
a lesser number of tests executed than scheduled per
hour. To avoid this situation, schedule tests during
off-peak hours.

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Summary Explanation
When the interval of a synthetic test is decreased from Each synthetic test executes at a time that is controlled
a high value to a low value, the first results for the by its interval setting. Immediately after you decrease
new value may take longer than the new interval to the interval setting for a synthetic test, that transaction
report. might not run until the time elapsed is longer than the
new interval.
For example, if you decrease an interval from 180
seconds to 60 seconds, the first results for the new
interval may take as long as 240 seconds to report.

One-time synthetic test failures sometimes occur. Occasionally, one-time synthetic test failures occur.
Such failures can be due to high loads on the Cisco
Prime Collaboration or other factors that cause Cisco
Prime Collaboration to be unable to receive some
events from applications.
Cisco Unity message-waiting indicator synthetic tests If a Cisco Unity Connection synthetic test fails and
may fail. the Message-Waiting Indicator light is on, you must
configure a real phone with the same extension
number used in the test and delete the voicemails
manually.
Alternatively, you can use the Message Store Manager
tool to remove the voicemails. After this is completed,
the test will pass.

End-to-end call test may fail in NAT environment. The end-to-end call synthetic test is not supported
when phones are in a NAT environment. In this
instance, the test is to a real phone with the Enable
RTP transmission option selected. The end-to-end
call synthetic test is unable to do media transmission
to a phone in a NAT environment.

IP SLA Voice Tests

IP SLA Voice tests monitor the response time and availability of multiprotocol networks on both end-to-end
and hop-by-hop basis. After collecting this data, you can use the Cisco Prime Collaboration graphing function
to examine changes in network performance metrics. You can select, display, and chart network performance
data in real time. To understand and deploy the IP SLA on your network devices, see the IP Service Level
Agreements (IP SLAs) technology page on Cisco.com.
Prerequisites:
• You must configure Cisco IOS IP SLAs Source and Responder in your network.
• Verify whether the IPSLA responder feature is enabled on the device using Cisco Prime Collaboration
Inventory.
• Ensure that the read-write community string of SNMP credentials is enabled when you configure IP
SLA voice tests.

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IP SLA Voice tests can be configured to trigger events when certain thresholds are crossed.
You can create IP SLA Voice tests one at a time, or import a file to create more than one test at a time.
You can create the following IP SLA Voice tests:

Test Name Description

UDP Jitter for VoIP Starting Cisco Prime Collaboration processes places a high load on
the system. To prevent synthetic tests from failing during this time,
Cisco Prime Collaboration delays starting them.
Measures packet loss, round-trip latency, and delay variance (or jitter)
in IP networks by generating synthetic UDP traffic.
This test uses the UDP protocol to measure latency, one-way jitter,
and packet drop. Jitter is interpacket delay. The source device sends
a number of packets from the source device to the destination device
with a specified interpacket delay.
The destination (an IP SLA Responder) time stamps the packet and
sends it back. Using this data, the one-way positive and negative jitter
(from the source to the destination and back again), packet loss (also
from the source to the destination and back again), and round-trip
latency are obtained.
Positive jitter occurs when the one-way delay for a packet is longer
than the previous packet delay. Negative jitter occurs when the one-way
delay for a packet is shorter than the previous packet delay. If the
sequence numbers become jumbled, the test reflects the error.

Ping Echo Measures end-to-end response time between a source device and any
IP-enabled device.
The test sends ICMP packets from the source device to the destination
device and measures the time it takes to complete the round trip.

Ping Path Echo Measures hop-by-hop response time between a source device and any
IP device on the network by discovering the path using traceroute, and
then measuring response time between the source device and each hop
in the path.
Note If you want to change the Round-Trip Response Time
threshold, in the Thresholds pane, select the check box and
enter a new setting (default is 300 m/secs). The setting must
be a positive integer (32 bit).

UDP Echo Measures UDP response time between a source device and any
IP-enabled device.
The UDP echo test sends a packet with the configured number of bytes
to the destination with the specified port number and measures the
response time.
There are two destination device types for the UDP echo operation:
RTR Responders, which use IP SLA, and UDP servers, which do not.

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Test Name Description

Gatekeeper Registration Delay Measures the time required for a gateway to register with a gatekeeper.
This test sends a lightweight Registration Request (RRQ) from an
H.323 gateway to an H.323 gatekeeper and receives a Registration
Confirmation (RCF) from the gatekeeper. The test then measures the
response time.
For the Gatekeeper Registration Delay test to run, the source gateway
must have SIP or H323 configured on it.

Real-Time Transport Protocol Measures voice quality metrics from DSP to DSP by integrating with
the DSP software. The operation involves placing a test call from the
source gateway to the destination, sending actual RTP packets and
then collecting statistics from DSPs.
This test provides DSP-to-DSP measurement of voice quality metrics
by integrating with the DSP software. Test calls are placed from the
source gateway to the destination gateway, sending actual real-time
protocol (RTP) packets and then collecting statistics from DSPs.
In some networks, the remote end may not have DSP. In such
situations, the real-time protocol test should measure the metrics by
making the remote end loop back the RTP stream.
The Real-time Transport Protocol test includes delays in the voice path
(path from telephony interface to IP interface on originating gateway
and path from IP interface to telephony interface on terminating
gateway) in these measurements.
Note For the real-time transport protocol test to run, the source
must have a dsp module type of either C5510 or C549 and
must have ds0-group of voice ports configured on it.

Retention period for IP SLA Voice test result data is 30 days. If you want to retain IP SLA Voice test or
performance polling data files beyond the retention period, you should back them up or move them to another
folder or server.

Note Before uninstalling Cisco Prime Collaboration, be sure to delete all the IP SLA Voice tests from the
application. If you do not delete these tests, they will continue to run on the router.

Required Cisco IOS and IP SLA Versions

IP SLA Voice tests rely upon Cisco IOS IP SLA technology. The following table lists the versions of IP SLA
and Cisco IOS that are required to successfully configure and run each type of IP SLA Voice tests.

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Test IP SLA Cisco IOS

Ping Echo 2.1.0 and higher 12.0(5)T, 12.1(1), and higher

Ping Path Echo

UDP Echo

UDP Jitter for VoIP

Without ICPIF/MOS values.

UDP Jitter for VoIP 2.2.0 and higher 12.3(4)T and higher
With ICPIF/MOS values.

Gatekeeper Registration 12.3(14)T and higher

Delay

Real-Time Transport Protocol 2.20 and higher

• Voice port of type - ds0-group.
• DSP of type either C5510 or C549.
• IOS version greater than or equal to
12.4(19.12)T

Create an IP SLA Voice Test

To create an IP SLA Voice test:

Step 1 Choose Synthetic Test Center > IP SLA Voice Test.

Step 2 Click Create.
Step 3 From the Test Type drop-down menu, select one of the following:
• UDP Jitter for VoIP. See Table 60: UDP Jitter for VoIP Test Parameters for details on the parameters.
• Ping Echo. See Table 62: Ping Echo Test Parameters for details on the parameters.
• Ping Path Echo. See Table 63: Ping Path Echo Test Parameters for details on the parameters.
• UDP Echo. See Table 64: UDP Echo Test Parameters for details on the parameters.
• Gatekeeper Registration Delay
• Real-time Transport Protocol. See Table 65: Real-time Transport Protocol Test Parameters for details on the
parameters.

Step 4 In the Source pane, do the following:

• Select a source device using the device selector.

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If you recently added an IP SLA-enabled device and it does not appear in the IP SLA Devices group in the selector
in the Source pane on the IP SLA Voice Test Configuration dialog box, refresh the device group membership
(Device Inventory > Inventory Management).
• Choose a source interface setting. You can leave it at Default, or enter a new setting.

Step 5 In the Destination pane, select a destination device using the device selector.
If you want to swap the source and destination devices with each other, click the Swap Source and Destination button.

Step 6 Enter the required information in the Parameters pane.

Step 7 Enter the required information in the Threshold pane.
Step 8 In the Run pane, name the test and schedule when to run the test.
Note The test name that you enter in the Run pane, cannot contain tabs, question marks, quotation marks, asterisks,
semicolons, commas, colons, forward slashes, straight slashes, or backslashes.
Step 9 Click Save.

Table 60: UDP Jitter for VoIP Test Parameters

Parameter Default Value Available Values Description

Codec Type — Used to determine the
• G.711ulaw packet interval and the
• G.711alaw request payload.

• G.729

Call Duration 8 1 - 59 seconds Time of the call.

Voice Quality Land line Corresponds to the

Expectation • Land line Access Advantage factor
• Wireless campus of Mean Opinion Scores
(MOS) and Calculated
• Wireless on the Planning Impairment
move Factor (ICPIF).
• Multi-hop

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Parameter Default Value Available Values Description

IP QoS IP Precedence Defines the quality of
• IP Precedence service policies for the
• DSCP IP SLA packets.

5 This is converted to Type

• IP Precedence—0 of Service (TOS) and set
(none) through 7 on the device.
(high)
• DSCP—0 (none)
through 8 (CS1), 9,
and 10 (AF11)

Table 61: UDP Jitter for VoIP Test Threshold Settings

Parameter Default Value Available Values Description

Source to Destination 3 (Packet Loss) Any positive integer3 Threshold setting for
packet loss and jitter.
40 msec (Jitter)

Destination to Source 3 (Packet Loss) Threshold setting for

packet loss and jitter.
40 msec (Jitter)

Average Latency 300 msec Threshold setting for

latency.

Node-to-Node Quality Fair Excellent, Good, Fair, or Threshold setting for the
Poor test's quality. The values
are associated with a
MOS score. The value
and equivalent MOS are
as follows:
• Excellent—5 (500)
• Good—4 (400-499)
• Fair—3 (300-399)
• Poor—2 (200-299)
• Bad—1 (100-199)

1 Positive integers must be 32 bit.

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Table 62: Ping Echo Test Parameters

Parameter Default Value Available Values Description

Request Payload 32 bytes 28 to 16384 bytes A default ICMP Ping
packet has 32 bytes.
Allows for variably sized
operations.

IP QoS IP Precedence Defines the quality of

• IP Precedence service policies for the
• DSCP IP SLA packets.

0 (none) This is converted to TOS

• IP Precedence—0 and set on the device.
(none) through 7
(high)
• DSCP—0 (none)
through 8 (CS1), 9,
and 10 (AF11)

Table 63: Ping Path Echo Test Parameters

Parameter Default Value Available Values Description

Request Payload 32 bytes 28 to 16384 bytes A default ICMP Ping
packet has 32 bytes.
Allows for variably sized
operations.

IP QoS IP Precedence Defines the quality of

• IP Precedence service policies for the
• DSCP IP SLA packets.

0 (none) This is converted to TOS

• IP Precedence—0 and set on the device.
(none) through 7
(high)
• DSCP—0 (none)
through 8 (CS1), 9,
and 10 (AF11)

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Table 64: UDP Echo Test Parameters

Parameter Default Value Available Values Description

Request Payload 16 bytes 4 to 1500 bytes Allows for variably sized
operations.

IP QoS IP Precedence Defines the quality of

• IP Precedence service policies for the
• DSCP IP SLA packets.

0 (none) This is converted to TOS

• IP Precedence—0 and set on the device.
(none) through 7
(high)
• DSCP—0 (none)
through 8 (CS1), 9,
and 10 (AF11)

Table 65: Real-time Transport Protocol Test Parameters

Field Description
General Parameters
General information about a test.

Codec Type Used to determine the packet interval and the request payload.

Call Duration Test duration. Default is 20 seconds.

Voice Quality Expectation Corresponds to the Access Advantage factor of Mean Opinion Scores
(MOS) and Calculated Planning Impairment Factor (CPIF).

Threshold Parameters
Threshold settings for the Real-Time Transport Protocol test.

Interarrival Jitter Threshold Setting. The Destination to Source Inter-Arrival Jitter

(Milliseconds) metric is supported.

Packet Loss Threshold Setting. The Destination to Source Packet Loss (Number)
metric is supported.

R Factor Threshold Setting. A numerical score derived from other VoIP metrics,
such as latency, jitter and packet loss, per ITU-T recommendation G.107.
A typical range is 50-90, with a score of 80 or higher indicating
satisfactory VoIP call quality. Default is 40.

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Field Description
Conversational Quality Threshold Setting. Tracks the conversational audio signals based on these
settings: Excellent, Good, Fair, and Poor. Default is Fair.

Listening Quality Threshold Setting. Tracks the listening audio signals based on these
settings: Excellent, Good, Fair, and Poor. Default is Fair.

Operation-Specific Parameters
When and how often the test runs.

Polling Time Number of times in minutes in a 24-hour period during which polling
occurs.

Occurrence Pattern Dates on which the test starts and ends, and hours during which the test
is scheduled to run. If the test runs weekly, the Schedule parameter
displays days of the week when the test is scheduled to run.

Test Name User-defined test name. Cisco Prime Collaboration also uses the test
name to name the folder in which test data is stored. See the description
of the Data Directory field in this table.

Import Multiple IP SLA Voice Tests

You can import up to 64 tests, the maximum that Cisco Prime Collaboration can support, by importing a seed
file.
To import multiple tests:

Before You Begin

• Before you can import a test, you must first add the source devices.
• Make sure your seed file is formatted correctly.
• To configure the IP SLA Voice test for NAT-enabled devices, ensure the import file contains the
private/local IP address for the target router instead of public/global IP address.

Step 1 Choose Synthetic Test Center > IP SLA Voice Test.

Step 2 Click Import.
Step 3 Click OK.
Cisco Prime Collaboration performs the following actions:
• If this is a file you have imported before, Cisco Prime Collaboration checks to see if any of the devices exist in
Cisco Prime Collaboration. If all the information in the import file is the same as what already exists in Cisco Prime
Collaboration, a message to that effect appears. Click OK.

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• Cisco Prime Collaboration displays an error message if there are problems with the format of the import file. Click
OK, then open the file and correct the listed problems. You cannot import the file until all problems are corrected.
• If there are no errors, a confirmation dialog box appears. The dialog box displays the number of new tests created
and the number of tests that will be updated. Click Yes.

Format IP SLA Voice Test Import Files

You can import up to 64 tests, the maximum that Cisco Prime Collaboration can support at one time.
All test seed files should have the following information:
• Test name
• Operation type
• Source device name
• Destination device information (it must be the private IP address of the device if it is NAT-enabled)
• Operation parameters
• Schedule parameters

The general format for a test seed file is as follows:

• If you create the import file manually, the import file should have plain text content (Comma, AND,
OR, Pipe separated) without header.
• All values must be separated by commas.
• Start and end dates must be formatted as mm/dd/yyyy; for example, 12/01/2004.
• Start and end times must be formatted on a 24-hour clock as hh:mm; for example, 23:30.
• Entering the source-ip-address is optional. This address is the same as the alternate test address.
• Fill in optional fields with double quotation marks; for example, "".
• For all days of the week, enter a one; otherwise, it should be a zero. If the entry for all days of the week
is zero, then you need to enter the days of the week. Separate the days of the week with a vertical bar
(|); for example, Mon|Tue|Thu|Fri.

Ping Echo Test Import File

Import File Format
<testName>,Ping-Echo,<source>,<source-ip-address>,<Destination-Name>,<sample-interval>,
<IPQosType><IPQosValue>,<request-payload>,<LSRHop1|LSRop2|LSRHop3|LSRHop4|LSRHop5|LSRHop6|LSRHop7|LSRHop8>,
<completionTimeThreshold or "">,<start-time>,<end-time>,<AllDaysOfWeek. 1 for all days
otherwise 0>,<DaysOfWeek,
if AllDaysOfWeek is 0>
LSRHop<number> is an optional field.

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Import File Example

echo-import1,Ping-Echo,source-1,"",dest-1,1,DSCP,9,64,lsr-hop1|lsr-hop2,300,09:00,17:00,1
echo-import2,Ping-Echo,source-1,"",dest-1,1,IPPrecedence,4,64,lsr-hop1|lsr-hop2,"",
09:00,17:00,0,mon|tue|wed|fri

Ping Path Echo Test Import File

Import File Format
Import File Example
ping-path-import2,Ping-Path-Echo,source-2,"",dest-2,3,DSCP,10,32,250,17:00,23:00,0,
mon|tue|wed|thu|fri
ping-path-import2,Ping-Path-Echo,source-2,"",dest-2,3,IPPrecedence,5,32,"",17:00,23:00,1

UDP Echo Test

Import File Format
udp-import2,UDP-Echo,source-1,"",udp-dest,IPSLA-Responder,1,DSCP,48,2001,32,"",17:00,23:00,1

The destination type can be either UDP-Server or IP SLA-Responder.

UDP Jitter for VoIP Test

Import File Format without Codec (IP SLA Voice Quality) Support
Import File Example
The destination type can be either UDP-Server or IP SLA-Responder.
Import File Format with Codec (IP SLA Voice Quality) Support, valid for Cisco IOS version 12.3(4)T
or higher
<testName>,Data-Jitter,<source>,<source-ip-address>,<IPSLA-Responder>,<sample-interval>,
<IPQosType>,<IPQosValue>,<codecType>,<voiceQualityBenchMark>,<number-of-packets>,<destination-port>,
<pktlossSDThreshold or "">,<pktlossDSThreshold or "">,<jitterSDThreshold or
"">,<jitterDSThreshold or "">,
<avgLatencyThreshold or "">,<nodeToNodeQualityThreshold or
"">,<start-time>,<end-time>,<AllDaysOfWeek.
1 for all days otherwise 0>,<DaysOfWeek,if AllDaysOfWeek is 0>
Import File Example
jitter-import2,Data-Jitter,source-1,source-1,dest-with-IPSLA-Responder,3,IPPrecedence,
5,G.711ulaw,LandLine,20,2002,30,30,25,25,50,"",17:00,23:00,1
Read-community-string is an optional field. If you specify a community string, Cisco Prime Collaboration
validates the IP SLA Responder.

VoIP Gatekeeper Registration Delay Test (Scheduled Daily)

Import File Format without Codec (IP SLA Voice Quality) Support
<testName>,Voip-GKReg-Delay,<source GateWay>,<sample-interval>,
<GatekeeperRegistrationTimeThresholdor "">,<start-time>,<end-time>,<AllDaysOfWeek. 1 for
all days otherwise 0>,
<DaysOfWeek, if AllDaysOfWeek is 0>
Import File Example
gkregdelay-import1,Voip-GKReg-Delay,source-gateway,3,50,17:00,23:00,0,mon|tue|wed|thu|fri
gkregdelay-import2,Voip-GKReg-Delay, source-gateway,5,"",17:00,23:00,1
The destination type can be either UDP-Server or IP SLA-Responder.

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Manage IP SLA Voice Tests

The following table describes the tasks that you can perform from the IP SLA Voice Test page.

Tasks Description
Edit IP SLA Voice tests You can use this function to edit the parameters of an existing test. For example,
you can change the operation parameters of a test or change the schedule. You
cannot change the destination device. To edit the tests, select the the test you
want to edit, and then click Edit.

Delete IP SLA Voice You can use this function to delete one or more tests. You can delete tests in any
tests state. To delete the tests, select the test you want to edit, and then click Delete.

View test trending You can select and examine changes in network performance metrics. You can
select, display, and chart network performance data in real time. To view test
trending, select the test you want to trend, and click Trend.
If you have selected a UDP Jitter for VOIP test, you get an option to select the
graph and then the IP SLA Voice Test Trend graph is displayed. The graph
selection option is not displayed for other IP SLA Voice tests.

View test information You can find all the details about a particular test on the Test Details page. From
this page, you can print or export test information. To view test information,
select the test you want to view, and click View.

Export test details You can export and save all the details about a single test as shown on the Test
Details page, including configuration and status.
When you export the test details from Internet Explorer browser, the Windows
Security popup window may prompt for your credentials. You can cancel the
Windows Security popup and click Save or Save as to download the report.
To export test details,
1 Select the test you want and click View.
2 Click the Export icon in the upper-right corner of the window.

IP SLA Voice Test Result

The threshold settings that you set during test creation or during modification determine when a IP SLA Voice
event is generated.
The events are raised on the source device. A threshold event is generated when the threshold violation occurs
for three consecutive polling cycles. The event is cleared if the value falls below the threshold in the following
polling cycle. The following IP SLA Voice events can be generated:

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Table 66: IP SLA Voice Test Events

NodeToNodeTestFailed PacketLossSD_ThresholdExceeded RFactorDS_ThresholdExceeded

To determine why a IP SLA Voice
test failed and how to clear it, see
the IP SLA documentation located
on Cisco.com.

RoundTripResponseTime_ThresholdExceeded PacketLossDS_ThresholdExceeded MosCQDS_ThresholdExceeded

RingBackResponseTime_ThresholdExceeded IAJitterDS_ThresholdExceeded RTPPacketLossDS_ThresholdExceeded

RegistrationResponseTime_ThresholdExceeded JitterDS_ThresholdExceeded

AverageLatency_ThresholdExceeded Quality Dropped Below Threshold

You can verify whether a test ran and completed correctly. You can also troubleshoot the test if necessary.
To do this, select Synthetic Test Center > IP SLA Voice Test.
The IP SLA Voice Test page appears. All current IP SLA Voice tests appear in the page. The last column in
the table shows the status of each test.

Table 67: IP SLA Voice Test Status Definition

Test Status Description

Running Test is active and collecting data.
Config Pending Either the device is not responding or configuration of the test is under way.
Delete Pending Intermediate state, before the test is deleted. No actions can be performed on
the test.
Suspended Test is suspended from data collecting or polling. This occurs because the device
was suspended.
Scheduled Appears after you create or update a test. The status will change to Running at
the first polling cycle.
Dormant Test is active but not currently collecting data. Tests are in the Dormant state
between polling cycles.
Config Failed Test was not configured correctly. Possible problems include incorrect device
credentials or low device memory.

IP SLA Voice Test Data

Cisco Prime Collaboration saves the data collected by tests to disk.
The following topics provide information you will need to use the data, keep the data safe, and prepare to run
additional tests.

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Store IP SLA Voice Test Data

IP SLA Voice test data is stored on the Cisco Prime Collaboration server in the
/opt/emms/cuom/data/N2Ntestsfolder. The IP SLA Voice test data is retained for 30 days. The two different
types of files stored in the data storage directory are:
• YYYYMMDD.csv—Test data. Each file has multiple records. Each record is a comma-separated values
(CSV) record, and there is one record in a file for each polling interval.
• StudyInfo.log—Log includes test name, description, polling interval, devices, start date, end date,
operation type, polling interval, and status.
•
All configuration information for the IP SLA Voice test is available in the file IPSLATestInfo.log.

Maintain IP SLA Voice Test Data

You should perform all the following tasks to maintain the test data:
• Verify that there is sufficient disk space to store test data: Check disk space before a test is scheduled
to run. Cisco Prime Collaboration appends data to a test’s log files. Cisco Prime Collaboration produces
one data file for each running test per day when a test is running. Assess the amount of space used by
previous tests to derive an estimate.
For example, a test with a 16-hour polling cycle and a 1-minute sampling interval uses approximately
60 to 100 KB per day. A path echo test with a 16-hour polling cycle, a 1-minute sampling interval, and
12 hops uses approximately 1.2 MB per day.
• Export and save test data. Cisco Prime Collaboration purges all data files more than 31 days old. You
must save the test to another server to maintain data for more than 31 days.
• Back up the test data. Cisco Prime Collaboration writes test data to the Data Storage Directory, displayed
in the Test Details window. Perform regular backups using the same method you use to back up your
file system.
• Determine when to copy data to another server. You should copy test data to another server before
you examine it.
• Display and use the data. You can analyze the results of the test after you import the test data into
Microsoft Excel or by using a third-party report-generating tool.

Do not open test data files using any application that acquires an exclusive read-only lock on files while the
test is in the Running state. If test data files are locked, Cisco Prime Collaboration will not be able to write
output data and will instead write errors to the log files.
Examples of applications that acquire an exclusive lock are Microsoft Excel and Microsoft Word. You can
use these applications when the test is not running.

Copy Test Data to Another Server

You must copy test data to another server before you examine it. You may also want to copy the test data to
another server as a means of backup. Test data is in ASCII format. You can copy it to another server using
whatever method is available to you; for example, SSH or copy-and-paste.
Copy the test data files from the Data Storage Directory. Test data files are those whose names end with .csv,
because the test data is written to CSV files.

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Data Format
The Echo test data record format captures end-to-end statistics for the following types of tests:
• ICMP Echo
• UDP Echo
• Gatekeeper Registration Delay

Table 68: Echo Test Data Format

Field Field ID Content Description Value

Number

1 Record ID nnn Record type 200 200

2 Date yyyymmdd Calendar date Example: 20070201

3 Time stamp hhmmss Wall clock time Example: 230000

4 Completion time Number Round-trip time (RTT), in Between 0 and

milliseconds 4294967295

5 Completion Number The allowed numbers are: Between 1 and 16

status
• 1—OK
• 2—disconnected
• 3—overThreshold
• 4—timeout
• 5—busy
• 6—notConnected
• 7—dropped
• 8—sequenceError
• 9—verifyError
• 10—applicationSpecific
• 11—dnsServerTimeout
• 12—tcpConnectTimeout
• 13—httpTransactionTimeout
• 14—dnsQueryError
• 15—httpError
• 16—error

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6 Application-specific Number (Optional) An Between 1001 and

completion application-specific status that 2147483647
status is valid only when completion
status is set to
applicationSpecific (10).

7 Status Number (Optional) The description for ASCII characters

description the completion status when
completion status is set to
applicationSpecific (10).
Default value is blank.

8 None Null indicator Not used *

Note Fields 9 through 37 are not used and contain the null indicator
“*”.

38 Test name Text Name of the IP SLA Voice test Sjc-VGtest

The Ping Path Echo record format captures hop-by-hop statistics for Ping Path Echo tests. The tests record
information from source to destination.

Table 69: Hop-by-hop Statistics for Ping Path Echo Test Data Format

Field Field ID Content Description Value

Number
1 Record ID nnn Record type 201 201

2 Date yyyymmdd Calendar date Example: 20070201

3 Time stamp hhmmss Wall clock time Example: 230000

4 Completion Number Round-trip time (RTT), in Between 0 and

time milliseconds 4294967295

5 Hop ID Number Unique ID chosen by the study Maximum value is 30

and given to a hop on this path.

6 Hop address String IP Address of the hop ASCII characters

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7 Completion Number The allowed numbers are: Between 1 and 16

status
• 1—OK
• 2—disconnected
• 3—overThreshold
• 4—timeout
• 5—busy
• 6—notConnected
• 7—dropped
• 8—sequenceError
• 9—verifyError
• 10—applicationSpecific
• 11—dnsServerTimeout
• 12—tcpConnectTimeout
• 13—httpTransactionTimeout
• 14—dnsQueryError
• 15—httpError
• 16—error

8 Application-specific Number (Optional) Application-specific Between 1001 and

completion status that is valid only when 2147483647
status completion status is set to
applicationSpecific (10).

9 Status Text (Optional) Description for the ASCII characters

description completion status when
completion status is set to
applicationSpecific (10). Default
value is blank.

10 None Null indicator Not used *

Note Fields 11 through 37 are not used and contain the null indicator
“*”.
38 Test name Text Name of the IP SLA Voice test Sjc-VGtest

This record format captures end-to-end statistics for Ping Path Echo tests. The tests are from the source to the
destination.

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Table 70: End-to-end Statistics for Ping Path Echo Test Data Format

Field Field ID Content Description Value

Number

1 Record ID nnn Record type 204 204

2 Date yyyymmdd Calendar date Example: 20070201

3 Time stamp hhmmss Wall clock time Example: 230000

4 Completion Number Round-trip time (RTT) in Between 0 and

time milliseconds 4294967295

5 Hop ID Number Unique ID given to a hop on this 1

path chosen by the study. For this
record, the hop ID is always 1.

6 Hop address String Mandatory: IP address of the ASCII characters

destination

7 Completion Number The allowed numbers are: Between 1 and 16

status
• 1—OK
• 2—disconnected
• 3—overThreshold
• 4—timeout
• 5—busy
• 6—notConnected
• 7—dropped
• 8—sequenceError
• 9—verifyError
• 10—applicationSpecific
• 11—dnsServerTimeout
• 12—tcpConnectTimeout
• 13—httpTransactionTimeout
• 14—dnsQueryError
• 15—httpError
• 16—error

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8 Application-specific Number (Optional) The Between 1001 and

completion application-specific status that is 2147483647
status valid only when Completion
Status is set to applicationSpecific
(10).

9 Status Text (Optional) This is the description ASCII characters

description for the completion status when
Completion Status is set to
applicationSpecific (10). Default
value is blank.

10 None Null indicator Not used *

Note Fields 11 through 37 are not used and contain the null indicator
“*”.
38 Test name Text Name of the IP SLA Voice test Sjc-VGtest

Jitter MOS, ICPIF, and Processed Data record format stores MOS and ICPIF values and processed jitter
statistics values.

Table 71: Jitter MOS, ICPIF, and Processed Data Record Format

Field Field ID Content Description Value

Number

1 Record ID 205 Mandatory: record type 205 205

2 Date yyyymmdd Calendar date Example: 20070201

3 Time stamp hhmmss Wall clock time Example: 230000

4 ICPIF Number Mandatory: Icpif Value

5 IP SLA Voice Number Mandatory: MOS value Example: 3.6

quality

6 Source to Number Mandatory: number of packets Any positive integer.

destination Positive integers
packet loss must be 32 bit.

7 Destination to Number Mandatory: number of packets Any positive integer.

source packet Positive integers
loss must be 32 bit.

8 Source to Number Mandatory: milliseconds Greater than or equal

destination to 0 and less than or
jitter equal to 100

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9 Destination to Number Mandatory: milliseconds Greater than or equal

source jitter to 0 and less than or
equal to 100

10 Average Number Mandatory: milliseconds Greater than or equal

latency to 0 and less than or
equal to 100

11 None Null indicator Not used *

Note Fields 12 through 37 are not used and contain the null indicator
“*”.
38 Test name Text Name of the IP SLA Voice test Sjc-VGtest

Create a Batch Test

Batch tests can be run once a day to verify the health of the voice network.
You can create batch tests by importing an XML file. Each individual batch test consists of multiple synthetic
tests and phone tests.
To create a batch test:

Before You Begin

• Verify that your seed file is formatted correctly. See Format Batch Test Import Files for details on import
file format.

Step 1 Choose Synthetic Test Center > Batch Test.

Step 2 Click Create.
Step 3 Browse to the seed file, and click OK.
The scheduled time and day for a batch test is configured in the import file. If you want to run a batch test on demand,
you can use the Run Now button.

Format Batch Test Import Files

The batch test import file is an XML file. You can find an example of an import file (batchtest.xml) in the
/opt/emms/cuom/ImportFiles directory.
A batch test import file contains information for one batch test. Each batch test import file contains all the
information required to configure the Prerequisites for Synthetic Tests and Phone Tests—Batch and On
Demand Tests for that particular batch test.
When creating a batch test import file, observe the following guidelines for the listed fields:

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• TestSchedule—Can have multiple schedule entries.

• Each ScheduleEntry—Must have the following five fields:
• Month—Not supported.
• DayOfMonth—Not supported.
• DayOfWeek—Must be 0 through 6 or asterisk to indicate all days.
• Hour—Must be between 0 and 23.
• Minute—Must be between 0 and 59.

• CallAgent—Can be a Cisco Unified Communications Manager or a Cisco Unified Communications

Manager Express.
• PhoneMACAddress—The MAC address of a synthetic phone. It must be in the range of 00059A3B7700
to 00059A3B8AFF.

Note Soft phones will display the device name in the MAC address fields.

• PhoneProtocol—The protocol of the synthetic phone, either SCCP or SIP.

• PhoneURIorExtension—The extension or URI of a SIP phone. This is ignored for SCCP phones.
• OnsiteAlertNumber—Required only when IsOSANEnabled is set to true.
• DialingNumber—Optional. PhoneNumber is used if no input is present. This field is valid for intercluster
call only. It must provide the complete number that has to be dialed from source phone to reach destination
phone on a different cluster.
For example, just the phone number or the dial pattern/access digits plus the phone number.

You can change an existing batch test by importing a new batch test import file. The previous batch test
information is overwritten by the new import file. To change the import file, you must manually edit the file.

Manage Batch Tests

The following table describes the tasks that you can perform from the Batch Test page.

Tasks Description
View Batch Test Details You can see all details about a particular batch test on the Test Details page. This
page lists all the Synthetic Test and Phone Tests—Batch and On Demand Tests
that are part of the batch test.

Edit batch tests To edit batch tests, choose Synthetic Test Center > Batch Test. In the Batch
Tests page, select the batch test that you want to change and click Edit.

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Tasks Description
Verify the status of a test You can verify whether a test ran and completed correctly. You can also
troubleshoot the test if necessary.
To verify the status of a test, choose Synthetic Test Center > Batch Test.
The Batch Tests page is displayed. All current batch tests are displayed on the
page. The last column in the table shows the status of each test.
• Running—The test is active and collecting data.
• Suspended—The test is suspended from data collecting or polling. This
occurs because the device was suspended.
• Scheduled—Appears after you create or update a test. The status will change
to Running at the first polling cycle.

Suspend/resume a batch When you suspend a batch test it no longer runs at its scheduled time. The test
test is not removed from the system. If you want to remove the test, it must be deleted.
To suspend and resume a batch test, choose Synthetic Test Center > Batch
Test.
The Batch Tests page appears.
• If the batch test is active and you want to stop it from running, click
Suspend.
• If the batch test is suspended and you want it to run it at its scheduled time,
click Resume.

The scheduled time and day that a batch test is to run is configured in the import
file (see Format IP SLA Voice Test Import Files). But if you want to run a batch
test on demand, you can use the Run Now button.

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Tasks Description
View batch test results No events are generated when a component of a batch test fails. You must use
the Batch Test Results report to see the results of a batch test. A new Batch Test
Results report is generated every 24 hours for each batch test.
Cisco Prime Collaboration saves the data collected by the batch tests on the Cisco
Prime Collaboration server in the /opt/emms/cuom/data/bt folder.
The Batch Test Results report provides the following information for the overall
batch test:
• Test status
• Date and time that the test started and finished.

The Batch Test Results report provides the following information for the individual
tests that are a part of the batch test:
• Test type.
• Whether or not it is a negative test.
• Test status (passed or failed).
• Date and time that the test finished.
• Any error messages.

To view the results of a batch test, choose Synthetic Test Center > Batch Test.
In the Batch Tests page, select the batch test that you want to see the results for,
and click Results.

Print batch test results In a batch test report, click the printer icon in the upper-right corner of the page.

Export batch test results You can use the export functionality to save the test results on your client system.
To export the results of a batch test:
1 In a batch test report, click the export icon in the upper-right corner of the
page.
2 Select either CSV or PDF format for export and click OK.

Delete batch tests To delete a batch test, choose Synthetic Test Center > Batch Test. In the Batch
Tests page, select the batch test that you want to change and click Delete.

Phone Tests—Batch and On Demand Tests

The phone tests that are run as part of batch testing and on-demand testing take control of a real phone in the
network and make a call from that phone to another phone. Phone tests use JTAPI credentials.
For the phone test feature in Cisco Prime Collaboration to work properly, the JTAPI credentials need to be
configured in Cisco Unified CM as well.

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While creating a phone test, follow these guidelines:

• The test phones and test probes must belong to the same Cisco Unified CM because Cisco Prime
Collaboration takes control of these phones and probes through Cisco Unified CM using JTAPI. If the
test phones (phones being tested) and test probes (phones being used to run the tests) belong to a different
Cisco Unified CM, the tests will fail.
• Only when the call test type is an intercluster call can the destination phone belong to a different Cisco
Unified CM. In this instance, the user needs to provide the credentials of the destination Cisco Unified
CM in the XML file.
• Before running the phone tests, verify that the configurations are correct in Cisco Unified CM and that
the various phone operations are working using the real phones.

Note Do not confuse these phone tests with other Cisco Prime Collaboration phone tests (synthetic tests or
phone status tests). These phone tests are created as part of batch testing and can also be launched
on-demand, from IP Phone reports. These tests take control of real phones to conduct the tests.

The following table describes the different types of phone tests.

Table 72: Phone Test Descriptions—Batch and On-Demand Tests

Test Description
Call Hold Takes control of two phones and performs the following:
1 Places a call from phone A to phone B.
2 Has phone B put the call on hold.
3 Disconnects the call.

Call Forward Takes control of three phones and performs the following:
1 Places a call from phone A to phone B.
2 Forwards the call to phone C from phone B.
3 Verifies that the call is received by phone C.
4 Disconnects the call.

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Test Description
Call Park Takes control of three phones and performs the following:
1 Places a call from phone A to phone B.
2 Has phone B park the call.
The call is removed from phone B and a message is displayed to tell
you where the call is parked (for example, Call Park at 80503).
3 Has phone C dial the number where the call is parked.
The parked call is transferred to the phone that you made the call
from.
4 Disconnects the call.

Call Conference Takes control of three phones and performs the following:
1 Places a call from phone A to phone B.
2 Places a conference call from phone A to phone C.
3 Disconnects the call.

Call Transfer Takes control of three phones and performs the following:
1 Places a call from phone A to phone B.
2 Has phone B transfer the call to phone C.
3 Has phone C accept the call.
4 Disconnects the call.

Call Test Takes control of a phone and places a call to a given number. The call
can be from a real phone to a number, in which case the test is
controlling the caller only.
Alternatively, the call can be from a real phone to a real phone, in which
case the test is controlling both the caller and the receiver.

Create a Phone Test on Demand

You can select one or more phones from an IP Phones/Lines report display and run a phone test on demand.
The selected phones must belong to the same Cisco Unified CM. Phone tests use the JTAPI credential. The
JTAPI credential must be configured in Unified CM.
The JTAPI phone tests support E.164 (“+”) dialing and phones with extensions in this format.
To create a phone test, choose Synthetic Test Center > Audio Phone Features Test.
The following table describes the fields, which you can select while creating the on-demand phone test:

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Table 73: Phone Test Descriptions—Batch and On-Demand Tests

Item Description

Cisco Unified Lists the Unified CM for the phones selected from the phone report. You can
Communications Manager select a Unified CM from the left pane and click the >> button to add it to the
Unified CM field. The previous Test Phones and Helper Phones selections are
cleared; you need to specify them again.

JTAPI Username and Enter the JTAPI username and password configured on Unified CM.
JTAPI Password

Test Phones To add more phones to Test Phones:

1 Click Add from Phone Report .
2 In the phone report window, select the additional phones to add and click
Select
The phones added must belong to the same Cisco Unified CM provided at
the beginning for this test.

If you select a single phone which shares its extension with other phones in the
personalized report, the report generated will have details about all the phones
(including the selected phone).

Helper Phones To add more phones to Helper Phones:

1 Click Add from Phone Report
2 Select the additional phones to add and click Select .
The phones added must belong to the same Cisco Unified CM provided at
the beginning for this test.

If you select a single phone which shares its extension with other phones in the
personalized report, the report generated will have details about all the phones
(including the selected phone).

Phone Tests Select the phone test that you want to see the results for. See Phone Test
Descriptions—Batch and On-Demand Tests.
When Call Test is selected Call Type, Success Criterion, and Phone Number
fields are enabled.

Call Type From the drop-down list, choose the call type. When Inter Cluster Call is selected,
the following fields are enabled: Cisco Unified Communications Manager JTAPI
Username JTAPI Password.

Success Criterion From the drop-down list, choose the success criterion.

Phone Number The destination phone number to be dialed for the call test needs to be specified
in this field.

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Dialing Number When Inter Cluster Call is selected for Call Type, enter the complete phone
number that the source phone must dial to reach the destination phone on a
different cluster. This may include dial pattern or access digits, for example
94151234567. This field is not mandatory. If left blank, the Phone Number field
is used instead.

Cisco Unified When Inter Cluster Call is selected for Call Type, enter the Cisco Unified CM
Communications Manager for the phone number specified in the Phone Number field.

JTAPI Username and When Inter Cluster Call is selected for Call Type, enter the JTAPI username and
Password password for the Cisco Unified CM provided in the previous field.

UC Phone Tests SummaryAudio Phone Features Test

The Audio Phone Features Test portlet displays the phone tests summary for all the Cisco Unified
Communications Manager nodes.
It provides the following details:
• Number of phones tested
• List of tested features
• Date and time test was last completed
• Result of latest phone test
• Customer Name (only in MSP mode)

The following are some of the requirements for Phone Features Test:
• JTAPI User (Application User) Requirements:
Standard Role Privileges/Resources for the Role
Standard AXL API Access Allows access to the AXL database API

Standard CCM Admin Users Login rights to Cisco Unified Communications

Manager Administration.

Standard SERVICEABILITY Administration A serviceability administrator can access the Plugin

window in Cisco Unified Communications
Manager Administration and download plugins
from this window.

Standard CTI Enabled Enables CTI application control

Standard CTI Allow Call Monitoring Allows CTI applications or devices to monitor calls

Standard CTI Allow Control of Phones supporting Allows control of all CTI devices that supports
Connected Xfer and conf connected transfer and conferencing

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Standard Role Privileges/Resources for the Role

Standard CTI Allow Control of all devices Allows control of all CTI-controllable devices

Note • The “Standard CTI Allow Control of all devices” is an optional role to replace the
other CTI Standard roles. This role is recommended only when a dedicated JTAPI
test user is created.
• All test phones must be listed as controlled in the Application User's listing, and
the users must exist in all Unified CM nodes.

• Phone Requirements:
◦Standard CTI Enabled
◦All test users must be registered to the same subscriber (or Unified CM node)
◦The phone must be in a Managed state in Cisco Prime Collaboration
◦The phone must be listed as “AllFine” as the Management Status Reason in the Phone Report that
is used to select the phones

• Processor Requirements:
◦JTAPI credentials must be in use, and the test valid for each Unified CM node
◦CTI Manager must be running in the Test node
◦AXL Web Services must be running in the Test node
◦Cluster IDs must be unique and configured in each Unified CM node for each cluster
◦The processor must be in a Managed state in Cisco Prime Collaboration

Troubleshooting
Perform troubleshooting for the following Phone Feature Test scenarios in Cisco Prime Collaboration Assurance.
• Issue
The Phone Feature Test fails and displays the following error message:
“Address XXXXXX is not in provider's domain”
Recommended Action
◦Ensure that the endpoints that are selected for the feature test are all assigned to the same JTAPI
user
◦Ensure that the “Standard CTI Allow Control of all devices” role is selected for the JTAPI user.

• Issue

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The Phone Feature Test fails and displays the following error message:
“ Unable to create provider -- Connection refused”
Recommended Action
◦Ensure that the JTAPI credentials of the user are configured in Unified CM
◦Ensure that the phones that are used in the feature test are assigned to the same JTAPI user
◦Ensure that the CTI Manager is active and running in the Unified CM node that is used for testing
◦Update the JTAPI Java Archive (JAR) files in Cisco Prime Collaboration Assurance, if the JTAPI
implementation in Unified CM has been modified

Update the JTAPI.JAR files in Cisco Prime Collaboration Assurance

To update the JTAPI.JAR files in Cisco Prime Collaboration Assurance

Step 1 Log in to Cisco Unified Communications Manager Administration and select Application > Plugins.
Step 2 Click Find to list the available plugins.
Step 3 From the list, select Download Cisco JTAPI 32-bit Client for Windows and save the file on your local system.
Step 4 Click the executable file to install the Cisco JTAPI client on your computer.
Step 5 In the Cisco Prime Collaboration Assurance server, go to /opt/emms/cuom/objects/bt/lib, and look for the directories
listed for each Unified CM version installed.
Note Root access feature is mandatory to access the directories, hence you must raise a TAC case to obtain root
access.
Step 6 Click the directory for the Unified CM version that you are currently using. For example, go to directory 10.0 if your
current version of CUCM is 10.0.x. Replace the .JAR files (jtapi.jar,updater.jar,jtracing.jar) in the directory with the
.JAR files from the newly installed Cisco JTAPI client on your computer.
By default, the .JAR files are in C:\Windows\java\lib on your computer if the default directory was selected during the
Cisco JTAPI client installation.

CME Diagnostics
The CME Diagnostics (Diagnose > CME Diagnostics) page displays information about Cisco Unified
Communications Manager Express (Cisco Unified CME) devices and associated Cisco Unity Express devices.
You can launch the device 360 view for Cisco Unified CME devices.
It also displays the following information:
• Number of ephones registered with each CME. You can click on the number to cross-launch to the
Endpoint Diagnostics page.
• Number of unregistered ephones. Click on the number to cross-launch to the Endpoint Diagnostics page.
• Total number of active and acknowledged alarms on the CME. Click on the number to launch the Alarms
tab, in the Alarms & Events page..

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• Registration status of CUE with CME. If the CUE is not integrated with the CME or if the CUE is not
managed in Cisco Prime Collaboration, this column displays N/A.
• Total number of active and acknowledged alarms on the CUE.

Note Endpoint Name field in Endpoint Diagnostics page is not supported for CME phones.

Synthetic Test Center

For information about... See...
UC Application Synthetic Test Synthetic Test, on page 337

Audio Phone Features Test UC Phone Tests SummaryAudio Phone Features

Test, on page 378

IP SLA Voice Test IP SLA Voice Tests, on page 352

Video Test Manage a Video Test Call, on page 414

Phone Status Test Phone Status Test, on page 333

Batch Test Phone Tests—Batch and On Demand Tests, on page

374

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 CHAPTER 24
Diagnostics for Video Endpoints
You must understand the Cisco Prime Collaboration discovery workflow before reviewing this section. For
information on the device discovery process, see Discover Devices.
During the troubleshooting workflow, the devices are polled, based on the values defined for the System
Status Polling Interval, Interface Statistics Polling Interval, and Flow Statistics Polling Interval in the Session
Path Threshold Settings page.
During the troubleshooting workflow, the endpoints and conference devices are polled every minute to check
the status.
For Cisco 500, 1000, and 3000 Series TelePresence Systems, Cisco Unified IP Phone 8900 and 9900 Series,
and Cisco Cius, the Cisco Prime Collaboration discovery ends after discovering the Layer 2 devices for an
endpoint. That is, Cisco Prime Collaboration discovers the switches and first hop router to which an endpoint
is connected.
The newly discovered devices are added to the Cisco Prime Collaboration inventory. The network topology
is discovered using CDP, and the links between devices are persisted in the Cisco Prime Collaboration
database.
For Cisco C and Ex series TelePresence Systems, Cisco MXP series TelePresence System, Polycom, and
Cisco Jabber, the Layer 3 devices between the endpoints are discovered during the troubleshooting workflow.
The Layer 2 devices to which an endpoint is connected are not discovered during the Cisco Prime Collaboration
discovery.
You can view details, such as CPU utilization, memory utilization, interface, and so forth for a network
device. In addition to the system details, the fault information is also displayed for a device.

Note Session Troubleshooting is not supported in Cisco Prime Collaboration Assurance.

The troubleshooting workflow impacts the Cisco Prime Collaboration system performance. Add a session
or an endpoint to the watch list only if it is required.

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The troubleshooting workflow for a session is represented below.

Figure 8: Troubleshooting Workflow for a Session

• Features of the Troubleshooting Workflow, page 384

• Start a Troubleshooting Workflow, page 389
• Troubleshoot Data Analysis, page 392
• Export Troubleshooting Data, page 404
• Cisco Mediatrace, page 406
• Cisco Prime Infrastructure Cross-Launch, page 408

Features of the Troubleshooting Workflow

The following are the key features of the troubleshooting workflow:
• It can be started automatically or manually:
◦Automatic troubleshooting is triggered when the session is added to the watch list.
◦Automatic troubleshooting is triggered when one of the endpoints is in the watch list. You can
start a troubleshooting workflow only if the endpoints are in the Managed state.
◦Automatic troubleshooting is triggered if the value for packet loss, jitter, or latency alarm exceeds
the defined threshold value. This is applicable only for a point-to-point session.

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◦Automatic troubleshooting is not triggered when the packet loss, jitter, or latency alarm occurs in
a multipoint session.
◦Manual troubleshooting can be started from the Session Diagnostic page.
See Start a Troubleshooting Workflow for details on how to start a troubleshooting workflow for
sessions and endpoints.

• For a multipoint session, troubleshooting is performed between a multipoint switch and endpoints. The
troubleshooting direction is from an endpoint to a multipoint switch, not in the reverse direction.
• When there is a packet loss, jitter, or latency alarm between the two endpoints, the troubleshooting
workflow starts if you have configured for the automatic troubleshooting; when this alarm is cleared,
the troubleshooting workflow stops.
• Troubleshooting is supported between two endpoints in both directions. You can select the direction for
troubleshooting between the endpoints, if you are manually starting the troubleshooting workflow.
• Troubleshooting is supported between video endpoints and CUBE in both directions.
• For Cisco C and Ex Series and MCU (point-to-point, multipoint, and multisite):
◦Troubleshooting is supported between two endpoints.
◦Troubleshooting is not supported between an endpoint and MCU. That is, you cannot troubleshoot
from an endpoint to MCU and vice versa.

• Troubleshooting is supported between an endpoint and Cisco TelePresence Server. The troubleshooting
direction is from an endpoint to Cisco TelePresence Server, not in the reverse direction.
• Troubleshooting is supported between an endpoint and Cisco MSE. The troubleshooting direction is
from an endpoint to Cisco MSE, not in the reverse direction.
• Troubleshooting is supported between an endpoint and Cisco VCS in both directions. The troubleshooting
from Cisco VCS to an endpoint is supported only in the scenario where we can determine first hop router
by sending a traceroute request from Cisco Prime Collaboration server to the VCS and considers last
hop router as first hop router.
• You can view the third party devices as part of the topology in the session troubleshooting page (from
Session Diagnostics). However, you cannot view the performance and other troubleshooting statistics
details for third party devices.
• For Polycom endpoints, troubleshooting data is collected only when the first hop router is a Cisco device
and it is in the Managed state. The router must be configured with read and write CLI access.
• If the endpoint is in an Unknown state, you cannot troubleshoot from and to this endpoint.
• The troubleshooting workflow lasts for a maximum of four hours from the time it is started. If the
troubleshooting workflow does not end within this time, Cisco Prime Collaboration ends the workflow
automatically.
• You can have a maximum of 50 concurrent troubleshooting workflows at a time; that is, you can have
10 VSAA troubleshooting sessions, 30 reactive troubleshooting sessions, and 10 proactive troubleshooting
sessions simultaneously.
If this limit is exceeded, an error message is displayed in the troubleshooting log file.

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Note Troubleshooting is not supported between an endpoint and voice gateway.

Features of the Troubleshooting Workflow for Sessions

The following are the key behaviors of the troubleshooting workflow, when scheduled sessions are added to
the watch list:
• The automatic troubleshooting workflow starts for all sessions added to the watch list.
• In a multipoint session, the troubleshooting starts as soon as the endpoints join the session.
• In a multipoint session, if a troubleshooting is stopped for an endpoint, the troubleshooting workflow
continues for the other endpoints in the session. You need to manually start the troubleshooting for this
endpoint.
• In a multipoint session, if an endpoint restarts because of a problem, a new troubleshooting workflow
is triggered for this endpoint after it rejoins the session. There is no impact on the other endpoints in the
session.
• If a session is removed from the watch list, the associated troubleshooting workflow stops, provided:
◦There are no packet loss, jitter, or latency alarms triggered for that session.
◦There are no manually triggered troubleshooting workflows.

• If a troubleshooting workflow is triggered because of a packet loss, jitter, or latency alarm, the
troubleshooting workflow stops when the packet loss, jitter, or latency alarm is cleared, provided:
◦The session is not added to watch list.
◦There are no manually triggered troubleshooting workflows.
◦The troubleshooting workflow is manually stopped, or the session ends.

• If a troubleshooting workflow is triggered manually, the troubleshooting workflow can only be stopped
manually; otherwise, it stops when the session ends.
• If a session is added again to the watch list, a new troubleshooting workflow starts.

Features of the Troubleshooting Workflow for Endpoints

You can start a troubleshooting workflow only if the endpoints are in the Managed state. The following are
the key behaviors of the troubleshooting workflow, when an endpoint is added to the watch list:
• The automatic troubleshooting for an endpoint starts as soon as it joins a session. You can stop the
troubleshooting workflow for a session that is associated with an endpoint (added to a watch list). You
need to manually start the troubleshooting for this session.
• During the session, if an endpoint is removed from the watch list, the troubleshooting stops for that
endpoint.
• If a session and the associated endpoints are part of the watch list and if an endpoint is removed from
the watch list, the troubleshooting workflow continues for the session until it ends.

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• If a session and the associated endpoints are part of the watch list and if the session is removed from the
watch list, the troubleshooting workflow continues for the endpoints, until they disconnect from the
session. That is, if the session and endpoints are part of the watch list, the endpoints are given higher
priority.
• CDP needs to be enabled on all network devices if troubleshooting path trace is desired.
If CDP cannot be enabled on any of the devices, you can use Cisco Mediatrace to check whether the
adjacent Layer 3 nodes on the media path are directly connected and what ingress and egress interfaces
are used.
• For routers and switches, CLI login credentials are required if Medianet-based troubleshooting is desired.
Also, privileged EXEC level (level 15) access is required.
• When you start troubleshooting from an MSI-enabled endpoint, Mediatrace will start from the
MSI-enabled endpoint itself (not from the nearest Medianet-enabled router). In addition, the Mediatrace
Flow Information is not displayed for the source MSI-enabled endpoint from where Mediatrace is
initiated.
• For MRA endpoints, the troubleshooting legs are not displayed. For non-MRA endpoints, the
troubleshooting workflow happens from the endpoints to the Cisco VCS with Cisco Collaboration Edge.

Support Matrix for Troubleshooting Source and Destination Endpoints

The following table shows the details of troubleshooting support between source and destination endpoints:

Note • In case of troubleshooting for multi-point calls, ensure that first hop router/ switch of the source
device (for example MCU) has CLI access.
• For mediatrace statistics ensure that
◦5-tuple (Source Address, Source Port, Destination Address, Destination Port, and Protocol)
should be available on the source or destination device
◦There is mediatrace initiator in the path and it has mediatrace version 1.0 or 3.0 (2.0 is not
supported).

• For devices such as MCU, CTMS and MXP, and E20, 5 tuple is not available.

Source Destination
CTS CTS, CTMS , C_CODEC, TPS, CIUS, MXP, IP Phone, Cisco Jabber,
, Polycom, E20, Router

C_CODEC CTS, CTMS , VCS, C_CODEC, TPS, CIUS, MXP, IP Phone, Cisco
Jabber, MCU, Polycom, E20, Router

CIUS CTS, CTMS , C_CODEC, TPS, CIUS, MXP, IP Phone, Cisco Jabber,
MCU, Polycom, E20

MXP CTS, CTMS , VCS, C_CODEC, TPS, CIUS, MXP, IP Phone,

Cisco Jabber, MCU, Polycom, E20

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Source Destination
Phone CTS, CTMS , VCS, C_CODEC, TPS, CIUS, MXP, IP Phone,
Cisco Jabber , MCU, Polycom, E20

Cisco Jabber CTS, CTMS , VCS, C_CODEC, TPS, CIUS, MXP, IP Phone,
Cisco Jabber MCU, Polycom, E20

POLYCOM CTS, (CTMS) VCS, C_CODEC, TPS, CIUS, MXP,MCU, PHONE,

Cisco Jabber, Polycom, E20

E 20 E20, CTS, (CTMS), VCS, C_CODEC, TPS, CIUS,MXP, MCU,

PHONE, Cisco Jabber, Polycom

Switch Switch, Router

Router Switch, Router, C_CODEC, MCU, TPS, (CTMS)

VSAA VSAA

CTMS CTS, Router

MCU C_CODEC, E20, MXP, CUIS, IP Phone, Cisco Jabber, Polycom,

Router

TPS C_CODEC, E20, MXP, CTS, CUIS, IP Phone, Cisco Jabber, Polycom,
Router

VCS C_CODEC, E20, MXP, CUIS, IP Phone, Cisco Jabber, Polycom

Traceroute Command
Endpoints with the traceroute or traceroute equivalent command enabled show the path or direction of
troubleshooting. While most endpoints have this command enabled, few endpoints such as Cisco Jabber and
Polycom do not support this.
For the endpoints that do not support the traceroute or traceroute equivalent command, the First Hop Router
(FHR) is determined first. Pathtrace is performed from the first hop router to the destination endpoint. After
this is complete, the source endpoint to the first hop router is stitched, and the complete path from source
endpoint to destination endpoint is shown in the path topology. The first hop router information is available
for endpoints such as Cisco Cius, IP Phones, and so on using the HTTP interface of the device.
For certain endpoints, such as the Cisco Jabber and Polycom, Cisco Prime Collaboration cannot get the FHR
information from the endpoint itself. For these endpoints, Cisco Prime Collaboration initiates the traceroute
command from the linux virtual machine appliance to the source endpoint. The result of the traceroute command
is processed and the last hop router before the endpoint in Cisco Prime Collaboration’s traceroute is considered
as first hop router for the endpoint.

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Note • If you have deployed Cisco Prime Collaboration in MSP mode, the endpoints and/or the FHR or
FHS which ever acts as Initiatormust be in Managed state as these devices are not auto-discovered.
• You need to manually manage the preceding devices with customer information to perform traceroute.

Cisco Performance Monitor

Cisco Performance Monitor (Performance Monitor) enables you to monitor the flow of packets in your network
and become aware of any issues that might impact the flow before it starts to significantly impact the
performance of the application. Performance monitoring is especially important for video traffic because high
quality interactive video traffic is highly sensitive to network issues. Even minor issues that may not affect
other applications can have dramatic effects on video quality.
Cisco Prime Collaboration uses the performance monitor feature within medianet to display the flow statics.
There can be multiple traffic flows passing through a device at any time. Cisco Prime Collaboration monitors
the flow on a single interface at a time. You can view the flow statics for all IP or only RTP.
You must manually select the interface to monitor the flow. Cisco Prime Collaboration uses SNMP to poll
the interface for the flow statics details.
You must configure the performance monitor on the network devices. The following documents help you to
enable the performance monitor feature on network devices.

Table 74: Additional Information Resources

For Information About . . . See . . .

Cisco Medianet features Cisco Enterprise Medianet home page

Specific Cisco Medianet features utilized by Cisco IOS feature pages

Collaboration Manager

Cisco Performance Monitor and configuring and Configuring Performance Monitoring

Cisco Performance Monitor

Start a Troubleshooting Workflow

You can start the troubleshooting workflow for a session from the 360° Session View in the Session Diagnostics
page.

Note To reduce troubleshooting time, it is recommended that the devices in the media path are already discovered
and available in Device Inventory before you start troubleshooting.
You can start the troubleshooting workflow for an endpoint from the quick view window in the Endpoint
Diagnostics page.

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Table 75: Launch Points for the Troubleshooting Workflow

Troubleshooting Type Launch Points

Automatic
1 Choose Assurance Administration > Session Path Threshold Settings.
2 Set the threshold value for Rx Packet Loss, Average Period Jitter, and Average
Period Latency, based on your requirement.
3 Click Save.

Automatic
1 Choose Diagnose > Session Diagnostics.
2 Select a scheduled session.
3 Rest your mouse pointer over the Session Subject column in the Video
Collaboration Session table and click the 360° Session view icon.
4 Click Add to Watch List.

Automatic
1 Choose Diagnose > Session Diagnostics.
2 Select an endpoint, which is in the Not In Use usage status.
3 Rest your mouse pointer over the Endpoint Name column in the List of
Endpoints table and click the quick view icon that appears.
4 Click Add to Watch List.
The troubleshooting workflow starts as soon as the endpoint joins a session.

Manual
1 Choose Diagnose > Session Diagnostics.
2 Select an in-progress session. We recommend that you select an alarmed
in-progress session.
3 Rest your mouse pointer over the Session Subject column in the Video
Collaboration Session table and click the 360° Session view icon.
4 Click icon to launch the Troubleshooting page and select the direction from
where you want to start the troubleshooting.

Manual
1 Choose Diagnose > Session Diagnostics.
2 Select an in-progress session. We recommend that you select an alarmed
in-progress session.
3 Rest your mouse pointer over the network link (if there is an alarm on the
network link) in the Session topology pane and click the 360° Session view
icon.
4 Click Troubleshoot Network Link.

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Troubleshooting Type Launch Points

Manual
1 Choose Diagnose > Session Diagnostics.
2 Select an endpoint, which is in the In Use usage status.
3 Rest your mouse pointer over the Endpoint Name column in the List of
Endpoints table and click the quick view icon.
4 Click Add to Watch List.
The troubleshooting workflow starts immediately.

MSI-enabled Device Troubleshooting

Cisco Mediatrace enables you to isolate and troubleshoot network degradation problems for data streams.
When Mediatrace-capable devices are deployed in the network, Cisco Prime Collaboration provides network
path visibility, down to the granularity of video flow statistics.
If an endpoint supports Media Services Interface (MSI) for Mediatrace, Cisco Prime Collaboration will use
this interface to obtain Mediatrace information, discover media path, and collect statistics for the various
midpoints.
If MSI is not enabled on an endpoint, Cisco Prime Collaboration will log into the endpoint, obtain 5 tuple
information, and use that information to start Mediatrace from a nearby router or switch.
When you start troubleshooting from a MSI-enabled endpoint, Mediatrace will start from MSI-enabled endpoint
itself (not from the nearest Medianet enabled router).
The MSI Highgate is enabled on Cisco Unified IP Phones 8941 and 8945 endpoints by default. However to
use the PCA-MSI Highgate feature, you need to complete the PCA-MSI Highgate Certificate Exchange on
the Cisco Unified Communications Manager cluster for which you want to use the feature. For information
on PCA-MSI Highgate Certificate Exchange, see the Setting up Devices for Prime Collaboration Assurance
wiki. Ensure that these endpoints (Cisco Unified IP Phones 8941 and 8945) are set to full visibility to use the
feature.

Note MSI Highgate is enabled only for Cisco Unified IP Phones 8941 and 8945 endpoints.
MSI-enabled endpoints are displayed with Medianet badge (see the following figure) in the troubleshooting
path topology.

Figure 9: Troubleshooting for MSI-enabled Endpoint

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Note MSI-enabled endpoints must be discovered using the MSI credentials. For more information on MSI
credentials, see Credential Profiles Field Descriptions.

Troubleshoot Data Analysis

You can view troubleshooting data for both in progress sessions and completed sessions, if manual or automatic
troubleshooting is/was activated for sessions or endpoints. During the troubleshooting job, the path between
the endpoints is discovered. After the path is discovered, the network device details are collected. The inventory
is updated with the discovered network devices details.
You can see mediatrace statistics for devices that are not in Managed state (Unreachable, Unsupported,
Undiscoverable, and devices not in Device Inventory) in Device Inventory. In this case, ensure that there is
a Mediatrace Initiator in the troubleshooting path, in a managed state and should report the statistics for the
devices.
After the troubleshooting job is completed the following data is displayed:

Troubleshooting
You can view the topology (Layer 2 and Layer 3) for the selected direction between endpoints in the Path
View tab.
• A straight line between the devices indicates that the devices are directly connected to each other and
Cisco Prime Collaboration is able to discover the devices.
• A dotted line between the devices indicates that the devices may not be connected and Cisco
Prime Collaboration is not able to discover the devices, based on the CDP link details.

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The following image shows a troubleshooting session between endpoints.

Figure 10: Troubleshooting Session Between Endpoints

1 Troubleshooting results tab. Based on the 2 Devices that contains the Cisco Prime Network
configurations (mediatrace, performance monitor) Analysis Module (Prime NAM) application are
on the devices, some of the tabs may not be displayed with an additional badge on the device.
displayed. Inaccessible devices are displayed in gray.
3 Mediatrace enabled devices are displayed with an 4 Inaccessible devices are displayed in gray
additional badge on the device.

5 An alarm badge on the endpoint indicates that 6 An information badge on a discovered device
there is a fault in the endpoint. indicates that there is an issue with the Memory,
CPU utilization, and/or Call Quality Statistics
(RTP Packet Loss, RTP Packet Jitter, DSCP) for
media flows.
The threshold value for the Call Quality Statistics
and utilization (memory and CPU) is defined in
the Session Path Threshold Settings page
(Assurance Administration > Session Path
Threshold Settings).

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If the devices are accessible, you can rest your mouse pointer over the device and click the quick view icon,
to view the system, interface, and mediatrace flow details.
The following table lists the system, interface, and flow details that are listed in the quick view.

Table 76: System, Interface, and Flow Details

Field Description
Hostname Hostname configured for the device.

IP Address IP address used for managing the device. You can

launch to the endpoint or infrastructure device log
in page, using this link.

Mediatrace Capable Mediatrace Role Configured Cisco Mediatrace role on the device.
This information is
displayed only if you IP SLA Role Configured IP SLA role on the device.
have enabled
Mediatrace on the Performance Monitor Configured Performance Monitor.
device.

System Status Physical Memory Utilization Percentage of the physical memory utilization.
(in%)

Swap Memory Utilization Percentage of the swap memory utilization.

(in%)

CPU Utilization (in%) Percentage of the CPU utilization.

System Status Number of Active Meetings Number of active sessions defined in the multipoint
Multipoint Switch switch.

Number of Segments Used Number of segments (individual video displays)

being used.

Interface Details Speed Speed of the interface, in Mbps as specified in the

snmpifSpeed object.

Administrative Status Operational state of the interface as specified in the

ifAdminStatus object.

Operation Status Administrative status of the interface as specified

in the ifOperStatus object.

Input Metrics The data displayed are based on the RFC1213 MIB
attributes.

Output Metrics The data displayed are based on the RFC1213 MIB
attributes.

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Field Description
Network Diagnosis This is displayed only if you are managing these devices in the
Cisco Prime Network Analysis Module (Prime NAM) or Cisco Prime LMS.

Mediatrace Flow The following information is a consolidated report for all managed codec on the
Information device. This information is displayed only if you have enabled Mediatrace on the
device.

DSCP DSCP value configured on the device.

IP Packet Drop Count Number of IP packets dropped.

RTP Packet Loss Packet loss indicated by the Real-time Transport

Protocol (RTP).

RTP Packet Jitter (RFC 3550) Jitter indicated by the Real-time Transport Protocol
(RTP).

Ingress Interface Details on ingress interface.

Egress Interface Details on egress interface.

View All Flows The flow information is displayed only if you have configured Cisco IOS
Performance Monitor on the device.

Cisco Prime Collaboration inventory uses the DNS name (or the IP address if the DNS name is unavailable)
for all devices. But the sysname is displayed for all midpoints in the troubleshooting path topology. The DNS
name or IP address of the midpoint is displayed in the quick view.
During troubleshooting, if a device is inaccessible, the troubleshooting workflow skips that device. You must
update the credentials, rediscover the device, and continue troubleshooting.

Logs
You can view the detailed troubleshooting workflow status using the Log tab. The log file contains the
following information:
• When the troubleshooting workflow started and ended.
• How the troubleshooting started and whether it is automatic or manual.
• When the endpoint system details were retrieved.
• When the path discovery started and ended.
• Whether there were any problems while retrieving the path topology details.
• When the polling started.
• Faults that occurred in any of the devices in the path topology.

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Medianet Path View

The Medianet Path View contains output from each mediatrace-enabled device. Cisco Prime Collaboration
analyzes and shows hop and statistics information for Mediatrace sessions (video flows).
The following graphs are displayed in the Medianet Path View:

CPU and Memory

The graph is displayed for all devices and includes the following information:
• The vertical axis (y-axis) provides 1-minute CPU utilization details as a percentage.
• The horizontal axis (x-axis) provides lists of all network devices that were discovered during the path
trace. The devices in gray indicate that the Cisco Mediatrace is not configured.
• The spheres in the graph provides the processor memory utilization details as a percentage. The tool tip
on the sphere indicates the exact memory utilization value.
• The size of the sphere varies, based on the processor memory utilization. The smaller the sphere size,
the less the processor memory utilization.

Click on the sphere (red icon) to view the system, interface, and mediatrace flow details.

CPU and Packet Loss

This graph is displayed only for Cisco Mediatrace-configured devices. It displays the following information:
• The vertical axis (y-axis) provides the 1-minute CPU utilization details as a percentage.
• The horizontal axis (x-axis) provides lists of all network devices that were discovered during the path
trace. The devices in gray indicate that the Cisco Mediatrace is not configured.
• The spheres in the graph provides video packet loss details as a percentage:
◦Green sphere indicates that the video packet loss is zero.
◦Orange sphere indicates that the video packet loss is more than 1%. The size of the sphere varies,
based on the video packet loss. The smaller the sphere size, the less the video packet loss.
You can click on the sphere to further analyze the packet loss at the interface-level.

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◦Blue square box indicates that the mediatrace is not configured on the device and hence the video
packet loss data are not available.

Figure 11: CPU and Packet Loss Graph

Click on the sphere or square box (red icon) to view the system, interface, and mediatrace flow details.

Video IP Bit Rate and Packet Loss

This graph is displayed only for Cisco Mediatrace-configured devices. It displays the following information:
• The vertical axis (y-axis) provides the video IP bit rate in kilobits per second (kbps).
• The horizontal axis (x-axis) provides lists of all network devices that were discovered during the path
trace. The devices in gray indicates that the Cisco mediatrace is not configured.
• The spheres in the graph provides the video packet loss details as a percentage.
◦Green sphere indicates that the video packet loss is zero.
◦Orange sphere indicates that the video packet loss is more than 1%. The size of the sphere varies,
based on the video packet loss. The smaller the sphere size, the less the video packet loss.
You can click on the sphere to further analyze the packet loss at the interface-level.

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◦No sphere indicates that the Cisco Mediatrace is not configured on the device and hence the video
packet loss data are not available.

Figure 12: Video IP Bit Rate and Packet Loss Graph

Click on the sphere (red icon) to view the system, interface, and mediatrace flow details.

Video Interarrival Jitter and Packet Loss

This graph is displayed only for Cisco Mediatrace-configured devices. It displays the following information:
• The vertical axis (y-axis) provides the average video interarrival jitter in milliseconds (ms).
• The horizontal axis (x-axis) provides lists of all network devices that were discovered during the path
trace. The devices in gray indicate that the Cisco Mediatrace is not configured.
• The spheres in the graph provide the video packet loss details as a percentage.
◦Green sphere indicates that the video packet loss is zero.
◦Orange sphere indicates that the video packet loss is more than 1%. The size of the sphere varies,
based on the video packet loss. The smaller the sphere size, the less the video packet loss.

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◦No sphere indicates that the Cisco Mediatrace is not configured on the device and hence the video
packet loss data are not available.

Figure 13: Video Interarrival Jitter and Packet Loss Graph

Click on the sphere (red icon) to view the system, interface, and mediatrace flow details.

IP DSCP and Packet Loss

This graph is displayed only for Cisco Mediatrace-configured devices. It displays the following information:
• The vertical axis (y-axis) provides the average IP DSCP (Differentiated Services Code Point). This value
is pre-configured on the device.
• The horizontal axis (x-axis) provides lists of all network devices that were discovered during the path
trace. The devices in gray indicate that the Cisco Mediatrace is not configured.
• The spheres in the graph provides the video packet loss details as a percentage.
◦Green sphere indicates that the video packet loss is zero.
◦Orange sphere indicates that the video packet loss is more than 1%. The size of the sphere varies,
based on the video packet loss. The smaller the sphere, lesser the video packet loss.
◦No sphere indicates that the mediatrace is not configured on the device and hence the video packet
loss data are not available.

Click on the sphere (red icon) to view the system, interface, and mediatrace flow details.

Medianet Enabled Network

Medianet enhances visibility into the network to simplify and accelerate troubleshooting. In Cisco
Prime Collaboration, the following are the key differences between a medianet-enabled network and a
non-medianet-enabled network.

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Details Medianet-Enabled Network Non-Medianet- Network

Path Topology Yes Yes

System Statistics Yes Yes

Interface Statistics Yes Yes

Medianet Flow Information (DSCP, Yes No

IP Packet Drop Count, RTP Packet
Loss, RTP Packet Jitter (RFC 3550),
Ingress Interface, Egress Interface)

View All Flows Yes No

View All Flows

This information is displayed only if you have configured Cisco IOS Performance Monitor on the device.
To view the flow of the packets in your network:

Step 1 Select a device in the troubleshooting topology. Ensure that the Performance Monitor field shows Configured.
Step 2 Click View All Flows.
Step 3 Select the interface where you want to monitor the packet flow.
Step 4 Select the type of the traffic.
Step 5 Click Start. See Performance Monitor for the details that are displayed.

Performance Monitor
The flow statics data is both static and dynamic. The 5-tuple data is static; whereas the bit rate, packet loss,
jitter are dynamic, which changes at every measurement interval. All static data is collected from the selected

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interface only once for every flow at the start of the session. The dynamic data is collected on every user
interface refresh request. The historical statics data is not stored in the database.

Figure 14: Performance Monitor

The interface that you have selected is displayed either as ingress or egress. Cisco Prime Collaboration displays
all the flow details for the selected interface.

Table 77: Flow Details of the Interface

Field Description
Current Selection Selected device details.

Interface Selected interface on the device.

Type of Traffic Selected Whether the selected traffic is All or RTP.

Maximum Bandwidth Maximum available bandwidth for the interface in Mbps.

Interface Usage / Interface Utilization Utilization of the selected interface in Kbps.

Bar Chart

Flow Usage / Flow Usage Pie Chart This value is the sum of the bandwidth utilized by the individual flows
for the selected interface in the following table.

Table 78: Individual Flow Usage Details for of the Interface

Field Description

Ingress Details on ingress interface.

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Source Name of the source device (from where the packet

flow started).

Egress Details on egress interface.

Destination Name of the destination device.

Protocol Protocol used for the packet flow.

Source and Destination Port Port used for the flow.

Application Type of the application.

Application Category Whether audio, video, or other category.

Bandwidth (bps) Bandwidth used by the application.

Packet Loss (%) Packet loss for audio and video.

Jitter (ms) Jitter for audio and video.

Path Assessment
You can view the troubleshooting summary information for testable devices, nontestable device,
mediatrace-enabled devices, devices with packet loss threshold violation, devices with jitter threshold violation,
and devices with DSCP violation.
A set of tests are run for the devices determined during troubleshooting. To start the Path Assessment test,
click Path Assessment Tests, after the troubleshooting is complete for the session.

Note • Path Assessment tests can be performed only on midpoints that are in the Managed state and have
CLI access level (RW/RO). Path Assessment tests cannot be performed on the endpoints.
• If you have deployed Cisco Prime Collaboration in MSP mode, in a NAT environment, path
assessment is not supported for a device with a private IP only.

The following table lists the types of path assessment tests.

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Category Tests
Interfaces Controller slips

Collisions in output queue

Controller path code violations

Input queue drops

Output queue drops

Controller line code violations

Controller line errors

Flapping interfaces

Duplex mismatch

Controller errored seconds

Babbles in output queue

Errors in output queue

Controller frame loss

Classification/Marking DSCP-CoS mapping

CoS-DSCP mapping

Trust Trust configuration.

Queuing Egress priority queue

LLQ burst value

CBWFQ queue limit

CBWFQ/LLQ check

Policing/Shaping CBWFQ/LLQ for video streams

Output policy-map scan for video traffic

Test Result
Test result is displayed as follows:

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Icon Description
Indicates passed. The test result is passed, only if all tests are passed for
a device/category.

Indicates failed. The test result is failed, if at least one test has failed for
a device/category.

Indicates that for some reason the test could not be executed, and the
result is unknown. For example, if CDP is not enabled, then the ingress
and egress interfaces are not determined. As a result, tests such as Trust
DSCP cannot be executed and the results are unknown.

If the test has failed (shown by icon), click the quick view icon on the Result Field, to see the root cause and
recommendation for the test.
You can select devices you are interested in, and click the arrow next to the IP address of the device to see
the details of the test performed for the device.
To further troubleshoot a single device, rest your mouse pointer over the result column for the failed/unknown
test result and click the quick view to see the root cause and recommendation. There is no quick view available
for the passed tests.

Note All session and troubleshooting details older than 14 days are purged, every hour.

Export Troubleshooting Data

You can export the data only after the session ends. After the troubleshooting job is completed, the
troubleshooting job status is displayed in the Session Monitoring page.
To export the troubleshooting data:

Step 1 Choose Diagnose > Session Diagnostics.

Step 2 Select a past session, where the troubleshooting status icon displays Troubleshooting Report Available.
Step 3 Rest your mouse pointer over the Session Subject column in the Video Collaboration Session table and click the 360°
Session view icon.
Step 4 Click in the 360° Session view window.

Understand the Export Troubleshooting Report

The export troubleshooting report contains the following details:

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Report Field Description

Session Identifier A unique ID for the session.

Session Subject Displays whether the session is ad hoc, scheduled, or static.

Session Date Date when the session occurred.

Session Start Time Session start time.

Session Duration in Minutes Duration of the session.

Session Type Displays whether the session is point-to-point or multipoint.

Endpoints Details of the endpoints that were part of the session.

Call Segment Displays the direction that was used while troubleshooting.

Troubleshooting Session Start and end time of troubleshooting workflow.

Troubleshooting Session ID A unique ID for the troubleshooting workflow.

Troubleshooting Start Time Start time of the troubleshooting workflow.

Troubleshooting Initiation Displays whether the troubleshooting was started manually or

whether it started automatically.

Path Topology and Metrics Displays information on the troubleshooting path topology and
metrics.
The following are the fields and their description:
• Host Name/IP Address—Name of the host or IP address.
• CPU Utilization (Max, Avg)—Displays the maximum and
average CPU utilization.
• Memory Utilization (Max, Avg)—Displays the maximum
and average memory utilization.
• Max Packet Loss (Video, Audio)—Displays maximum packet
loss for video and audio.
• Max Jitter (Video, Audio)—Displays maximum jitter for
video and audio.
• DSCP (Video, Audio)—Displays DSCP value for video and
audio.

Troubleshooting End Time Start time of the troubleshooting workflow.

Troubleshooting Termination Displays whether the troubleshooting workflow was ended

manually or whether it stopped automatically.

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Cisco Mediatrace
Cisco Mediatrace enables you to isolate and troubleshoot network degradation problems for data streams.
Although it can be used to monitor any type of flow, it is primarily used with video flows. It can also be used
for nonflow-related monitoring, along a media flow path.
It dynamically enables monitoring capabilities on the nodes along the path, and collects information on a
hop-by-hop basis.
Prerequisites:
• You must enable the Mediatrace on each network node that you want to collect flow information from.
• You must enable the Mediatrace Initiator on the network node that you use to configure, initiate, and
control the Mediatrace sessions or polls.
• You must enable the Mediatrace Responder on each network node that you want to collect information
from.
• You must verify whether the Mediatrace initiator and responder features are enabled on the device using
Cisco Prime Collaboration Inventory.

If you have enabled Cisco Mediatrace on your network nodes, Cisco Prime Collaboration provides Medianet
Path View as part of the troubleshooting data. The Medianet Path View includes a graphical view of:
• CPU and packet loss
• Video IP bit rate and packet loss
• Video interarrival jitter and packet loss
• IP DSCP and packet loss

Cisco TelePresence TC and TE Software, version 6.0 and later, supports MSI so the endpoint itself can be
the mediatrace Initiator if MSI credentials are provided. Cisco TelePresence TC and TE software, version 6.0
and later also supports CDP. For Cisco TelePresence System C and EX series with version 6.0, you can
mediatrace from L2 switch connected to the endpoint in case mediatrace is not started from the endpoint .

Note • In case mediatrace from L2 switch to the endpoint does not work, please rediscover the switch from
Inventory Management.
• From the phone endpoint, mediatrace from L2 switch is not supported.

WSMA and SNMP Support in Mediatrace 3.0

If you have installed Mediatrace 3.0, WSMA credentials are not mandatory although both WSMA and SNMP
are supported. Cisco Prime Collaboration allows you to configure and poll mediatrace statistics, using SNMP
credentials.

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If the device is a Mediatrace initiator and has SNMP Write credentials, these credentials are used to provision
Mediatrace; However, if SNMP Write credentials are not provided, and CLI Read-Write is provided, then
WSMA is used to provision Mediatrace.

Cisco Mediatrace on Switches

You must enable Cisco Mediatrace on the switches from which you want to collect the flow information.
Prerequisites:
• You must ensure that the Mediatrace Initiator role is configured to the first hop switch. This is the node
closest to the source.
• You must ensure that the switch is directly connected to the endpoint (connection must not be a dotted
line). Also, CDP must be enabled on the switch.
• You must ensure that the voice VLAN ID is configured on the ingress interface for Layer 2 switches.
• You must ensure that the IP RSVP snooping for Layer 2 switches (you need not configure IP RSVP
snooping for Layer 3 switches) is configured.

For Cisco C or Cisco EX series devices, Cisco Prime Collaboration does not support CDP. As a result, you
cannot initiate Mediatrace from a switch if the source is a Cisco C or Cisco EX series device.

Cisco Mediatrace Diagnostics

This information is displayed only if you have enabled Mediatrace on the device. If the mediatrace statistics
is not available, that is, mediatrace flow information does not appear in the quick view, Cisco
Prime Collaboration supports application diagnostics to understand why it is not displayed.
You must click Run Diagnostics from the quick view, to see the root cause and recommendation.
Cisco Prime Collaboration checks the following:
• Cisco Prime Collaboration has CLI access to the device
• Cisco Mediatrace initiator role is configured on the device
• Cisco Mediatrace responder role is configured on the device
• WSMA is configured
• HTTP server is configured
• Cisco Mediatrace is provisioned for the session
• Cisco Mediatrace license is installed on the device
• Call is on hold (applicable to CTS only).

Cisco Mediatrace 2.0 is not supported in this release. If you are using a device with an IOS image that supports
Cisco Mediatrace 2.0, note the following points while you are troubleshooting using Cisco Mediatrace:
• If a device having Cisco Mediatrace 2.0 configured with Cisco Mediatrace Initiator role, Cisco Prime
Collaboration does not start Mediatrace sessions from the device. But the Mediatrace role for that device
might be shown as Initiator or Initiator/Responder in the Device Inventory page (Device Inventory >
Current Inventory table). If the IOS image version of the device is 15.2(3)T (which has Cisco Mediatrace
2.0), an error message will be displayed in the Troubleshooting Logs tab.

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• If the devices having Cisco Mediatrace 2.0 are configured with Mediatrace Responder role, you can
view the Mediatrace statistics for these devices only if the Initiator device used during troubleshooting
has Cisco Mediatrace 1.0.

Cisco Prime Infrastructure Cross-Launch

Cisco Prime Collaboration allows you to perform network diagnosis using the Infrastructure applications.
The Cisco Prime Infrastructure 4.1 and 4.2 versions are supported in Cisco Prime Collaboration.
Cisco Prime Collaboration requires the Cisco Prime Infrastructure hostname and user credentials to launch
the Cisco Prime Infrastructure.
Prerequisites:
• You must ensure that the device is managed in both Cisco Prime Infrastructure and Cisco
Prime Collaboration applications.
• You must ensure that all the required credentials for routers and switches are added in Cisco Prime
Collaboration. For more information, see the Setting Up Devices for Prime Collaboration Assurance
wiki page.
• You must ensure that the network devices that contain the Cisco Prime Infrastructure software is accessible
from Cisco Prime Collaboration.

Based on the Cisco Prime Infrastructure user privilege, you can launch the following features of the
Cisco Prime Infrastructure application:
• Device View—A graphical device management tool that provides real-time views of network devices.
These views deliver a continuously updated physical picture of device configuration and performance
conditions.
• Connected Hosts—Displays details on all hosts that are connected to the access switch.
• Change Audit Report (24 hours)—Displays a summary of all changes on the device for the last 24 hours.
The changes can be on the software image, configuration file, and hardware.
• View/Edit Configuration—Displays the archived device configuration file in the raw and processed
format. If you have the required privilege you can also edit the configuration file.
• Faults (24 hours)—Displays details on the alerts and events that were triggered on the device in the last
24 hours.
• Syslog Messages—Displays details on the syslog messages that were triggered on the device.
• System Performance—Displays all performance parameters of the device, such as memory utilization,
CPU utilization, interface utilization, environmental temperature, and poller failures.

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Cross-Launch Cisco Prime Infrastructure

To setup cross-launch for Cisco Prime Infrastructure:

Step 1 Choose System Administration > 360 Integration.

Step 2 Enter the required details in the Cisco Prime Infrastructure Setup pane. See Cisco Prime Infrastructure Pane - Field
Descriptions for more details on field descriptions.
Step 3 Click Save.

Cisco Prime Infrastructure Pane - Field Descriptions

Table 79: Field Descriptions for the Cisco Prime Infrastructure Pane

Field Description
Cisco Prime Infrastructure Server Hostname or the IP address of the Infrastructure server.
If you have deployed the Cisco Prime Infrastructure in a
multiserver setup, you must enter the
Cisco Prime Infrastructure master server details.

Prime Infrastructure User and Password A dummy user, configured on the Cisco Prime Infrastructure
server.
The Cisco Prime CM server uses these credentials to interact
with the Cisco Prime Infrastructure server internally. This user
should not have any administrative-related privileges on the
Cisco Prime Infrastructure server

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 CHAPTER 25
Media Path Analysis
This section contains the following:

• Analyze Media Paths Using VSAA, page 411

• Manage a Video Test Call, page 414

Analyze Media Paths Using VSAA

The Video SLA Assessment Agent (VSAA) is used in Cisco Prime Collaboration to provide network path
characteristics (that is, latency, jitter, and packet loss) metrics before deploying or upgrading Cisco Video,
TelePresence, or IP Video Surveillance (IPVS) systems and site extensions.

Before You Begin

Note If you have deployed Cisco Prime Collaboration in MSP mode, Media Path Analysis is not supported in
a NAT environment.
Verify that the VSA Agent is up and running at the two endpoints, and synchronized to the NTP server. You
can download the VSA Agent software from the Cisco Prime Collaboration software download site on
Cisco.com. See Video SLA Assessment Agent 3.1 Installation Guide for the installation guidelines.

Step 1 Choose Diagnose > Media Path Analyzer.

Step 2 Enter the required assessment details.
Step 3 Enter the Table 80: Profile Details.
Step 4 Click Start.

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Table 80: Profile Details

Field Description
Profile Displays the profile settings you want to assess. RTP packets sent will be of
based on the device type.

Count Number of devices or streams you want to add to the network. You can add
upto five devices.

DSCP DSCP value indicates priority to traffic quality. The highest quality DSCP
value is selected to ensure good quality video streaming.

You must use CTS1000 profile to deploy CTS 500 and 1000 and CTS3000 profile to deploy CTS 3000. You
can create, edit, and delete profiles.

VSA Agent Assessment Results

For the individual streams, you can view the topology (layer 2 and layer 3) for the selected direction between
endpoints in the Troubleshooting tab.
You can view the detailed troubleshooting workflow status for the top level and the individual streams using
the Log tab. The Medianet Path View contains output from each mediatrace-enabled device . The VSA Agent
Assessment result also provides details on the path through the Path Assessment tab. You can view the
troubleshooting summary information for testable devices, nontestable device mediatrace-enabled devices, ,
devices with packet loss threshold violation, devices with jitter threshold violation, and devices with DSCP
violation.
A set of tests are run for the devices determined during troubleshooting. To start the Path Assessment test,
click Path Assessment Tests, after the proactive troubleshooting is complete for the session. For more
information, see Path Assessment.
The Test Result tab displays the following charts. For these charts, only the results of last twenty tests are
displayed.

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Test Summary

Figure 15: Test Summary

Peak-to-Peak Jitter

Figure 16: Peak-to-Peak Jitter Graph

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Packets Lost

Figure 17: Packets Lost Graph

Latency

Figure 18: Latency Graph

Manage a Video Test Call

You can create point-to-point video test calls between two video endpoints in managed state, to test your
network. You can see events and alarms, session statistics, endpoint statistics, and network topology with
medianet statistics like other calls. Only the CTS, C and EX series codecs are supported for this call.

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Note • This feature is not supported for E20 codec series.

• To use this feature, CLI credentials must be added for the endpoints.
• Ensure that the endpoints are registered and JTAPI is enabled for endpoints (if they are registered
to Unified CM).
• The Video Test Call feature is not available if you have deployed Cisco Prime Collaboration in MSP
mode.

Table 81: Managing a Video Test call

Task Description
Select the video endpoints, and click Video Test Call, to create a test call between
• Start a video test call two selected endpoints.
from Endpoint Note • This button gets enabled only after you have selected two video
Diagnostics (Under endpoints.
Diagnose)
• You cannot create a video test call by selecting more than two
• Start a video test call endpoints.
from Session
Diagnostics or
(Under Diagnose) Select a particular session on the Session Diagnostic page, and click Video Test
Call, to create a test call for that scheduled session.
Note This button gets activated only after you select a scheduled session. To
see the list of the list of scheduled sessions, filter for scheduled sessions.
Remember to select a session for a future time and date only.
The Add Test Call pop up window appears, where you can click on the IP address
of the endpoint to launch its application. The default option is to run the test call
immediately but you can schedule the call also.
For CTS endpoints select the SIP protocol only. For Ex and C Series endpoints
you can choose between H.323 and SIP protocols, provided these endpoints are
registered using these protocols. When you click the Add Call button, a message
appears to notify you that the call has been added successfully.
The scheduled call details can be seen on the Session Diagnostics page. You can
see events and alarms, session statistics, endpoint statistics, and network topology
with medianet statistics like other calls. This information is available for
completed test calls also. You can stop the call immediately if it causes a problem
on the network.

Stop a running video test You can stop a video test call which is in progress if it hampers your network.
call To stop a call, select the test call from the Sessions Diagnostic page, by setting
the filter to Test Call Sessions. Hover around the session subject to launch the
360° Session View, and click the Stop Call icon to stop the in progress video
test call.
Test call lasts for around 5 minutes, after which it automatically stops.

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Task Description
Edit a scheduled video test To edit a video test call, click Edit, and reschedule or run the call immediately
call from Video Test Call by clicking Save. A message appears to notify you that the call has been modified
Configurations page successfully.
Synthetic Test Center >
Video Test
You can also view or
delete video test calls
from the same page.

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 CHAPTER 26
Collect Logs
Cisco Prime Collaboration enables you to collect call logs to identify faults in the calls for Cisco Voice Portal
(CVP), Unified Contact Center Enterprise (Unified CCE), Cisco Unified Communications Manager (Unified
CM), Cisco Unity Connection (CUC), Cisco IM and Presence (Cisco IM & P), and Cisco IOS Gateways.
This feature enables you to troubleshoot issues in the calls. You can use the Call Signaling Analyzer feature
to further zoom in on the collected calls and isolate faults in the messages. It also helps you to recreate the
issue. For more information on the Call Signaling Analyzer feature, see Analyze Call Signaling .
It helps you to:
• Reduce cost of troubleshooting issues in calls.
• Reduce time for troubleshooting issues in calls.

Prerequisites
• Ensure that you configure Debug Level for the devices using the Cisco Prime Collaboration user
interface.
• For Standard mode, the devices should be in Managed state in Device Inventory.

The following is required/supported by this feature:

Maximum disk size required for this 25 GB for small, 50 GB for medium, and very large profiles
feature.
Maximum number of devices from 100
which log collection to be done
concurrently.
Maximum number of log collection 3
jobs to be run at the same time
Maximum size of a zipped log file 0.5 GB for small, and 1 GB for other profiles.
that can be downloaded at one Note This size is inclusive of all devices and calls. If the zipped
instance. file size exceeds the size mentioned above, the log is divided
into multiple zipped files of sizes 0.5 GB for small profiles,
and 1GB for other profiles.

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Note • Only logs collected from System CLI tool or another Cisco Prime Collaboration server 10.5 and
later are supported.
• Time zone of the device is not collected from the System CLI tool.
• If you are using Cisco Prime Collaboration Assurance - Standard mode, you can add CVP, CUC,
Cisco IM & P, and Unified CCE to Log Collection Center. Also, you can collect logs for a single
cluster only.
• This feature also provides logs for devices which are not in Device Inventory.
• The Operator and Helpdesk users cannot collect call logs from devices and do not have access to
Log Collection Center menu pages.

• Log Collection Center, page 418

• Set the Trace Levels , page 420
• Log Collection Template, page 421
• Collect Call Logs, page 421

Log Collection Center

Cisco Prime Collaboration enables you to collect call logs from the Log Collection Center (LCC) available
at Diagnose > Log Collection Center for the following Unified Communications (UC) components:

Device Type Supported Release Components or Type of Log

Unified Contact Center Enterprise 9.x and later Router, and Peripheral Gateway
(Unified CCE)
Cisco Voice Portal (CVP) 9.x and later All
Cisco Unified Communications 9.x and later All
Manager (Unified CM)
IOS Gateways (TDM, CUBE 15.1(4)M and later Output of show logging command
(Enterprise Edition), VXML GWs)
Cisco Unity Connection (CUC) 9.x and later All
Cisco IM and Presence 9.x and later All

Devices Pane
The following information is available in the Devices pane.
• Hostname - Host name of the device
• IP Address - IP Address of the device
• Device type

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• Managed in Device Inventory- Displays whether the device is in Managed state in Device Inventory or
not. If the column value is No, it means that the device is not in Device Inventory and only added in
Log Collection Center , or the device is not in Managed state in Device Inventory.
• Connectivity Status - Displays whether the device can be accessed with the credentials provided in Log
Collection Center (LCC).
• TimeZone - Displays the device time zone.

Sync a Device with Device Inventory

To add or update device(s) (UC components) of Device Inventory to Log Collection Center (LCC), you can
select a device, all devices of a device group and then click Sync to Inventory Management. The devices
in the Log Collection Center (LCC) and Device Inventory are synced in the following ways:
• Automatically: Devices from Device Inventory are synced every hour.
• Manually: When you click the Sync to Inventory Management button, the UC components from Device
Inventory are added to the list of devices in the Log Collection Center .

Periodic sync happens every hour. Sync does not remove devices from LCC if the devices in Device Inventory
are deleted. If a new device is added in Log Collection Center (LCC) or any update to a device happens, then
the Connectivity Status is updated after the sync.

Note • The direction of the sync is only from Device Inventory to Log Collection Center .
• The credentials from LCC are overwritten by the credentials in Device Inventory after a sync. Thus
we recommend you to keep the credentials same across Device Inventory and LCC.
• Only the devices in Managed state in Device Inventory are synced.
• If a device in Device Inventory is deleted but not deleted in LCC, you can still perform log collection
in Log Collection Center ,
• If the IOS gateway in Device Inventory does not have CLI credentials, it will not be synced to Log
Collection Center .

Group a Device
In order to collect log from the same type of UC components on a same-time, you can create custom group
of UC components and collect call logs by selecting the device group.
Predefined groups can not be added, edited, or deleted, and the devices in the groups cannot be modified too.
You can create, edit or delete user-defined groups. You can add or delete devices of the user-defined groups.
You can do the following:
Task Details
Create a Group Click Diagnose > Log Collection Center > Group > Create New.
Edit a Group Click Diagnose > Log Collection Center, select a device or a group, and then click
Group > Edit Group.

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Task Details
Delete a Group Click Diagnose > Log Collection Center, select a device or a group, and then click
Group > Delete Group. It takes
Add Devices to Click Diagnose > Log Collection Center, select a device or a group, and then click
Group Group > Delete Group. It takes
Delete Devices Click Diagnose > Log Collection Center, select device(s), and then click Group > Add
from Group to Group.
View Devices in Select a group from the Device Group Center. The devices of that group are displayed
Group in the Devices pane.

Other Tasks
You can perform the following tasks from the Device pane on the Log Collection Center page. Select device(s)
from the Devices pane for which you want to perform the task, and then do the following as required.

Tasks Details
Modify Credentials Click the Modify Credentials button to edit the port number or credential details of
device(s). You cannot modify the device type.
Modify Time zone Click the Modify Time Zone button to modify the device time zone. Cisco Prime
Collaboration server time zone is shown by default.

Test Connectivity of a Device

Select a device and click the Test Connectivity button to test if the device is accessible with credentials
provided. A message is displayed to notify you about the result. Also the value of the column “Connectivity
Status” is updated accordingly.
Troubleshoot Test Connectivity
If test connectivity fails, check the following:
• Port number
• Credentials of the device and ensure that they are same as Device Inventory.
• Ping from the Cisco Prime Collaboration Assurance Server to the device is successful.

Set the Trace Levels

This feature helps you to set the trace level for each component of the devices. You can set the trace level for
the following devices:
• Cisco Unified Communications Manager
• IOS Gateway
• Customer Voice Portal

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• Cisco Unity Connection

• Cisco IM and Presence

Choose Diagnose > Log Collection Center. Select the device or devices for which you want to set the trace
level, and click on the Set Trace Level to Devices button. The Set Trace Level to Devices popup window is
displayed. Select a device from the Device Type drop-down list. The components for the selected devices are
listed. You can select the appropriate Trace level (No Change, Default, Warning, Information, Debug) for the
components relevant to the problem you are experiencing, and click the Apply button.

Note Setting trace levels may affect network performance adversely.

Log Collection Template

The log collection template enables you to collect logs of different devices and different components together.
It is mandatory to use a template to collect logs. You can create a new template or use the default template.
To create a template:

Step 1 Choose Diagnose > Log Collection Center, and click the Manage Trace Template button.
Step 2 On the Manage Trace Template page, click Add.
Step 3 Enter a template name and description, and select a Device Type and its components in the Component pane. You can
select multiple (or all) devices and components also. For more information on the components, see Log Collection Center.
There is a default template available called Call Trace. This template has four device types - (Unified CM, Unified CCE,
CVP, and IOS Gateway), and has preselected components. You cannot modify this template.

Step 4 Click Save. A message notifies you that the template is saved successfully. You can view the new template listed under
Templates on the Manage Trace Template page.
To view the components of a particular template, select a template, and click Summary. To modify a template, select a
template. You can modify the template name, description, and the components. To delete a template, select a template,
and click Delete.
Note Only a Super administrator can create, edit, and delete the template. Other users can only view the template
summary and use the templates for log collection.

Collect Call Logs

Log collection is on-demand.
Select a single device or devices in a group and click the Collect Logs button to collect logs. The Collect
Logs dialog box is displayed. Fill the required information. The job name and file name are autopopulated,
but you can modify it too. The time zone you select here is used to collect the logs.
Select a template from the Use Template drop-down list.

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Click Run. A message notifies you that the job is triggered or not. The job is listed under the Log Collection
Jobs pane. The Progress Status column also shows the number of devices for which the logs are downloaded
out of the total number of devices selected for log collection. For example 2 of 3. You can select the job and
collect the logs by clicking the Download to local button. If the zipped log file size is more than 0.5 GB (for
small profile) or 1 GB (for medium or large profiles), it is divided into multiple zipped files.

Note Ensure that you do not modify the extension .zip in the file name. Sometimes the extracted file from the
zipped folder may have .gz extension.

You can delete the job using the Delete button under the Log Collection Jobs pane.
These jobs are also listed under the Job Management page (System Administration > Job Management),
however you cannot download the log file from this page.

Note If you want more information on log collection jobs, see

https://<ip-address>/emsam/log/Troubleshoot/LogCollectionManagerImpl.log where IP address is the
Cisco Prime Collaboration server IP address. This URL can be viewed by users with administrator role
and helps you troubleshoot issues related to log collection.

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 CHAPTER 27
Analyze Call Signaling
The Call Signaling Analyzer enables you to determine the reason of call failure. Call Signaling Analyzer
analyzes calls at a high level and then drills down to a lower level within the components themselves using
the same tool.
The Call Signaling Analyzer helps you to:
• View the high-level view of the signaling path that includes originator, intermediate destination and
final destination of calls to know the complete path of the call.
• View the signaling call ladder diagram to isolate any issues in the call.
• Drill down to individual components in that call to fix errors.
• View error messages, and possible root causes and recommendations.
• Automatically identify and highlight signaling errors and capability mismatches.
• Add any additional logs of Unified CCE to generate the Call Ladder Diagrams for Unified CCE
deployments.

It analyzes call logs received from the following Unified Communications components:
Device Type Supported Release in Supported Release in Components or Type Of
Advanced Mode Standard Mode Log
Cisco Unified Contact 9.x and later Not supported Router
Center Enterprise
(Unified CCE)
Cisco Voice Portal 9.x and later Not supported All
(CVP)
Cisco Unified 9.x and later 9.x and later Call logs, and SDL logs
Communications
Manager (Unified CM)
IOS Gateways (TDM, 15.1(4)M and later Not supported Output of show logging
CUBE (Enterprise command
Edition), VXML GWs)

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 Prerequisites
• You must add the Contact Center Assurance license to analyze call logs of Unified CCE and CVP
devices. However, you can continue to use this feature for Unified CM.
• Ensure that you complete the configuration mentioned in following sections in the Setting Up Devices
for Cisco Prime Collaboration Assurance 11.0 wiki page for Cisco Prime Collaboration Assurance
11.0:
◦Configure Debug Level 3 for Unified CCE - Section "Configure Debug Level 3 for UCCE Using
System CLI"
◦Configure Debug Level 3 for CVP - Section "Configure Debug Level 3 for CVP Using System
CLI"
◦Configure IOS Gateway - Section "Configure IOS Gateway"

• For Standard mode, the devices must be in Managed state in Device Inventory.

Note • The Advanced mode allows log analysis from any of supported devices (Unified CM, CVP, IOS
Gateway, Unified CCE) while the Standard mode allows only Unified CM devices from a single
managed cluster only.
• Only SIP over TCP messages are parsed.
• For Unified CM - If both SDL/SDI and Call Logs are available then calls are parsed from SDL/SDI
logs. If data is not available from the SDL/SDI logs, then call logs are used.
• Only logs collected from System CLI tool or another Cisco Prime Collaboration server 11.0 are
supported.
• Time zone of the device is not collected from the System CLI tool.
• When Contact Center Assurance license expires, the Call Signaling Analyzer fails to analyze the
logs received from Contact Center devices (UCCE and CVP). For more information on licensing,
see the Manage Licenses chapter of Cisco Prime Collaboration Assurance Guide-Advanced.
• The Operator and Helpdesk users cannot collect call logs from devices and do not have access to
signaling call ladder diagram and Call Signaling Analyzer menu pages.

The following is required/supported by this feature:

Maximum disk size required for this 18 GB for small, 35 GB for medium, and large profiles
feature.
Maximum file size that can be 0.5 GB for small, and 1 GB for other profiles.
imported.
Maximum number of calls that can be 25
selected for ladder generation at a
time.
Maximum number of devices from 100
which log collection to be done at a
time.

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Maximum size of a zipped log file that 0.5 GB for small, and 1 GB for other profiles.
can be parsed at one instance. Note This size is inclusive of all devices and calls. If the zipped
file size exceeds the size mentioned above, the log is
divided into multiple zipped files of sizes 0.5 GB for small
profiles, and 1GB for other profiles.
Maximum number of call records 10,000
displayed on the user interface.
Maximum number of jobs supported Only one analysis job should be performed at a time.
concurrently.
Time to perform analysis of one log It depends on the size of the file; however for a 1 GB file, the
file. estimated time is 2 hours.

• Supported Call Flows , page 425

• Create a Call Ladder Diagram, page 427
• Filter a Message in the Call Ladder Diagram, page 429
• Understand a Call Ladder Diagram, page 430

Supported Call Flows

The Call Trace feature enables you to analyze SIP-based calls.

Note The correlation of analysis of all the call legs of the same call (end-to-end call analysis) is only supported
for Call Flow 1 and 2. To support end-to-end call analysis for these calls (Call Flow 1 and 2), the
CISCO-GUID (SIP Message property) should be same across different products. End-to-end call analysis
is not supported for the other call flows except Call Flow 1 and 2.

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 Supported Call Flows

It supports the following call flows:

Figure 19: Call Flow 1

Figure 20: Call Flow 2

Figure 21: Call Flow 3

Figure 22: Call Flow 3 A

Figure 23: Call Flow 4

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 Create a Call Ladder Diagram

Figure 24: Call Flow 5

Figure 25: Call Flow 5 A

Figure 26: Call Flow 6

Create a Call Ladder Diagram

Step 1 Select a data source. Choose from the following options:

• Live Log Collection - The Group Type field is displayed. Click on the drop-down arrow, and select a device group
from the Device Group dialog box. The devices available for the selected device group appear. Select a device
from the options that are listed.
Note You can select a single or multiple
devices.
• Local File System - You can select a log file from the options that appear. It includes log files collected from Log
Collection Center and also from Live Log Collection. You can also click Import, to import the file(s) from your
local file. Browse to the zipped log file through the Import dialog box. Based on the mode of deployment, you can
associate a customer or a domain to the imported logs using domain/customer drop-down list in the Import dialog
box. The imported file is updated in the options available under Log File System. For more information on Log
Collection Center , see Log Collection Center, on page 418. You can also export the log files using the Export
button.

The .gz, .gzo and .zip file formats are supported for import. The files are exported in .gz, .gzo and .zip file formats too.
You can attach a single log file only. If the zipped log file size is more than 0.5 GB (for small profile) or 1 GB (for
medium or large profiles), it is divided into multiple files of sizes 0.5 GB (for small profile) or 1 GB (for medium or
large profiles) for import tasks. You can delete a log file also if you have selected the log file system. It takes time to
cleanup folders and processed records and thus there may be delay in completion of this task.
Step 2 (Optional) Filter Calls - You can search for a call from the files selected from the preceding data sources, using the
following parameters:
Field Description
Calling Number/URI A SIP-URI is the SIP addressing schema to call another person through SIP. By default ALL
listed.

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Called Number/URI By default ALL listed.

Disconnect Code The error code for that call, for example - 200 OK.
Call ID An ID that uniquely identifies calls in a Cisco UC product. Each Call Leg of a call has a different
Call ID.
GUI ID An ID that uniquely identifies calls across product.
Time Zone By default it displays the Cisco Prime Collaboration server time zone.
Heartbeat Messages This includes the heartbeat messages - OPTIONS, and NOTIFY. If you select this field,
performance of this feature may be adversely affected.
Time Range You can specify the time range. if you have selected the Local File System, the option of past
time details will not be available to you. Ensure that you select a time range within which the
calls had happened.
Device Type to Parse The device types that are part of the selected logs are listed here. You can select a particular
device type to filter the calls that involve that device type.
Maximum Number of By default this value is set to 500. If you set a higher value, it may take longer time to display
Calls the records. Thus we recommend that you set appropriate filters.
Initial Message Initial Message is selected as INVITE (first message of a call for a particular call ID) by default.
You can select a different Initial Message.

Comment You can add your comments to show when, where, and why the logs are collected.

Step 3 Click the Retrieve Calls button. If you have selected the Live Log Collection option, Log Parsing In Progress status bar
is displayed. After the log parsing process in completed, the Log Download In Progress status bar is displayed, indicating
the process completeness. If you have selected the Local File System option, the Log Download In Progress status bar
is displayed directly. If you try to parse an uploaded or existing log file, the Log Analysis In progress status bar does nor
appear as that file is already parsed.
The IOS Gateways and Unified CM call logs can have older data. You need to apply appropriate filters to get the specific
time range call list. In case of Local File System option, the file is first unzipped, parsed and then analyzed. In case of
Live Log Collection option, the file is first downloaded, unzipped, parsed, and then analyzed.
Step 4 The Call List is displayed. Select the calls from this list, and click on Show Ladder Diagram for those calls. The Call
Ladder diagram page is displayed.
Call Ladder diagram opens in a new tab.
Note If you are using the call processor - Unified CM in your deployment, each call Leg of a call has a different Call
ID. Thus to view the Call Ladder diagram of the complete call, select all the call legs from the Call List and
then click the Show Ladder Diagram button.

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 Filter a Message in the Call Ladder Diagram

You can also click on the Show Transition Diagram button when the call list is displayed to view the message transitions
of the call. The Unknown errors are the same as Unexpected errors.

Figure 27: Transition Diagram

If calls do not appear, check for the following:

• Filter is applied correctly.
• The selected time zone range matches the actual device time zone.
• Appropriate debug levels are set on the device before using the feature. See the Setting Up Devices for Cisco Prime
Collaboration Assurance 11.0 wiki page for Cisco Prime Collaboration Assurance 11.0 .

Filter a Message in the Call Ladder Diagram

You can further create a call ladder diagram for a specific message.

Step 1 You can also filter a message in the call ladder diagram on the following parameters:
• Components - The IP addresses of the devices (senders and receivers) in the call.
• Key Value Pair - Attributes of the Call. This includes Call ID and GUID

Step 2 Select the parameters and click Apply. The diagram is generated according to the filters you have applied.

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Understand a Call Ladder Diagram

The Call Ladder diagram helps to visualize the SIP signaling for selected calls (both line and trunk side).

Figure 28: Call Ladder Diagram

You can see the following:

• Direction of the messages
• Sender and Receiver
• Time Stamp of the individual messages. The Call Ladder diagram shows UTC time zone only.
• Message and the Message Label. You can click on the message arrow to launch the Call Details popup
window that displays the details of the call. You can do the following:
◦View details of the call.
◦You can filter the on the Call ID through this window.
◦You can view the device time stamp and time zone. This time stamp is converted into UTC and
displayed too.
◦You can click on Click here for log to see the log snippet of the message (highlighted in yellow)
you had clicked on.

You can click on the Logs tab to view the log snippets of selected messages. When you click for the first time
no logs are displayed.

Note By default, the log snippets of the last message selected by clicking on the Click here for log button on
the Call Details popup window appear. To see the logs for a particular message, click on the message
arrow on the Call Ladder diagram to launch the Call Details popup window. Now, click the Click here
for log button.

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Note If there are no details of the device type in the log, you see a plain grey device icon without any markings
in the Call Ladder diagram. This shows that the device is unknown.
If you filter calls by selecting only certain devices in the Device Types to Parse field for creating a diagram,
there may be components of the call (devices which have not been selected in the Device Types to Parse field)
which can help in troubleshooting the call. Logs related to that device are also parsed and displayed to help
you debug. These devices appear with a plus sign icon. Click the plus sign to expand the Call Ladder Diagram.
The dotted line represents that a new component is added as part of the expansion. Based on time stamp order
of the messages, rearrangement of the devices may happen.

Figure 29: Call Details Popup Window

If there is any error in the call, that message arrow is shown in red color. You can click on the arrow to open
the Call Details popup window to view the Root Cause of the error and also the Recommendation to help you
troubleshoot the cause of the call failure.
Each Call Id is differently color coded and the schema is represented below the diagram.
You can zoom in and zoom out the diagram.

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PART VIII
Maintain the Server
• Manage Jobs, page 435
• Purge Policies , page 439
• Perform Backup and Restore, page 441
• Set Log Levels, page 449
 CHAPTER 28
Manage Jobs
Cisco Prime Collaboration allows you to view the details of all immediate and scheduled jobs in the Jobs
pane. The manually scheduled jobs are discovery, update inventory, and import sessions. The polling jobs
are triggered based on user-configured values.
Table 82: Job Details describes the fields that are displayed on the Job Management page (System
Administration > Job Management). To get the latest information, refresh the page.

Table 82: Job Details

Field Description
Name Description of the job as defined in the Cisco Prime CollaborationAssurance server.

Type Indicates the type of the job.

Description Describes the job.

Status Status of a job. It can be:

• Completed—Job has completed. If a job has completed, it does not necessarily
mean that the job has been successful. There may be instances, where the job
might have failed to run on a few devices. You can view the job details in the
Job Instances table by clicking the arrow on the far left of the page.
• Cancelled—Job has been cancelled. You can cancel a scheduled job. However,
you cannot cancel a running job or a system job (for example, a polling job).
• Scheduled—Job is scheduled to execute at a specific time. It can be scheduled
to run at a single time or at several times-recurring job.
• Suspended—Job is halted temporarily and can be later resumed for execution.
• Running—Job is in execution.

Owner User, who created the job. If it is a predefined system job, the creator is displayed as
SYSTEM.

Job Start Time Time when the job is scheduled to run for the first time.

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Field Description
Job End Time Time up to which the job remains active. The job becomes inactive after running all
scheduled instances of the job.

Next Scheduled Start time of a subsequent job instance. This applies to a recurring periodic job. If it
Time is either an immediate job or one-time job, the time displayed for Job Start Time and
Next Scheduled Time is the same.

Schedule Type Whether the job is scheduled to run at a periodic frequency or once.

Job Details Pane

Run ID If it is a periodic job, it displays the job instances count. If it is not a periodic job, it
displays zero.

Status Status of the job instance of the same job. Hover the mouse over the quick view icon
in this column to view the job instance results.

Status Progress Indicates the stage of the job and the percentage complete.

Results Indicates the job was successful or a failure.

Start Time Start time of a job instance of the same job.

End Time End time of a job instance of the same job.

Duration Time taken between the Start Time and End time of a job instance of the same job.

Note For more information on Purge Policies, see Purge Policies Table, on page 439.

• Schedule a Job, page 436

• Cancel a Job, page 437
• Predefined Quick Filters, page 437

Schedule a Job
You can schedule a job and set options using the Schedule and Settings tab under the Job Details pane.

Note The schedule and settings tabs are enabled for discovery jobs only. Discovery jobs can be scheduled
through Inventory Management page only. You cannot schedule jobs in Job Management page.

You can only modify the schedule of discovery job that has one of the following status:

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 Cancel a Job

• Scheduled
• Failed

To schedule a job:

Step 1 Choose a job under the Jobs pane, and click the Schedule tab under the Job Details pane.
Step 2 In Schedule Options, choose the start time, end time and recurrence.
You can set the recurrence to Daily, Weekly or Monthly to specify a day and frequency. You should select Hourly to
schedule a job every few hours as needed.
The schedule is defined. If you set the recurrence to None, you cannot specify other frequency details.

Step 3 Click the Settings tab and choose the options that follow.
The job runs according to the settings you have defined. The job status for that job is set to Scheduled in the Jobs pane.

Cancel a Job
You can cancel a discovery job that is in the Scheduled state, using Cancel Job. However, you cannot cancel
a job if its status is one of the following:
• Cancelled
• Completed
• Failed
• Running

Also, you cannot cancel the following jobs:

• Polling—Any job starting with the word Polling; for example, Polling_CTS-HEALTH_,
Polling_TelepresenceSystem_, Polling_CtsMAN-HEALTH_, and so on).
• Purging—Any job starting with the word Purging.

Predefined Quick Filters

Cisco Prime Collaboration supports the following predefined quick filters:

Note Not all of these options are applicable in Cisco Prime Collaboration Standard mode.

• All Discovery Jobs—An example of a discovery job is DiscoveryFrmBackgroundPathtrace. Discovery

jobs are listed when you perform device discovery or rediscovery or update inventory tasks, by using
Device Inventory > Inventory Schedule > IP Phone Inventory Schedule .

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 Predefined Quick Filters

You can view the Job Instance Result—Hover your mouse pointer on values in the Run ID column on

the Job Details pane and click the Quick View icon to view the Total Device Summary and Endpoint
Device Summary. For more information, see the section Discover Devices in the Cisco Prime
Collaboration Assurance Guide - Advanced.
• All Polling Jobs—An example of a polling job is MCU_Session_Import. Polling jobs are automatically
created at system setup.
• All Report Jobs—Report jobs are listed when a report is run.
• All Session Import Jobs—An example of a session import job is MNGD_Synch_CtsMAN-MEETING
. Sessions are imported from CTS-Manager and Cisco TMS. A separate job is created for each of these
management applications.
• All System jobs—System-generated jobs such as discovery, polling, and so on. System-generated jobs
are listed as soon as the system performs a job.
• All User Jobs—An example of a user job is RediscoverDevices_1347339631540. User jobs are listed
as soon as a user runs a job.
• Jobs Run in Last 24 Hours—An example of a job run in the last 24 hours is Discovery 2012-Sep-13
10:32:40 UTC. Lists all jobs whose last complete time (the last run instance) is within the last 24 hours
(from the current time).

Related Topics
Discover Devices, on page 91

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 CHAPTER 29
Purge Policies
Cisco Prime Collaboration Assurance uses the following purge policies.

• Purge Policies Table, page 439

Purge Policies Table

Table 83: Purge Policies Table

Module Purge Policy

Monitor Faults Cleared alarms are purged in 30 days (4 weeks).
Events are purged in 60 days (8 weeks).

If an alarm is purged, all associated events are also purged. Active

events and alarms are not purged.

If the threshold rules for any performance counter of a device are

purged, the associated active alarms are also purged.

Monitor the Network All sessions and endpoint statistics data older than one day are purged.

All sessions and troubleshooting details older than 14 days are purged
every hour.

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 Purge Policies Table

Module Purge Policy

Dashboards Call quality event history, and audio/video phone audit report data
older than 30 days are purged.

CDR reports older than seven days are purged.

CMR records older than seven days are purged.

Data from Sensor, older than seven days is purged.

Data from Cisco Prime NAM/vNAM, older than seven days is purged.

If a performance dashboard is not open for more than 30 minutes, the

cache memory is purged until the next time the custom dashboard is
launched.

If the historical trend option is disabled for custom dashboard

counter(s) or the dashboard is deleted, all the polled data in the database
is purged.

Perform Diagnostics IP SLA Voice Test Data - Cisco Prime Collaboration purges all data
files (saved test data) more than 31 days old. You must save the test
to another server to maintain data for more than 31 days.

Maintain the Server Jobs that are older than 14 days and have a status of completed, failed,
or cancelled are purged every hour.

Event and Alarm Database - All events and alarms, including active
and cleared, are persisted in the Cisco Prime Collaboration database.
The relationships between the events are retained. The Alarm and
Event Browser lets you review the content of the database. The purge
interval for this data is four weeks.

Job Management Jobs that are older than 32 days are purged.

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 CHAPTER 30
Perform Backup and Restore
• Perform Backup and Restore, page 441

Perform Backup and Restore

You can schedule periodic backups using the Cisco Prime Collaboration Assurance user interface, or run
backup commands manually by logging in to the system as an admin user (CLI user). However, you must
manually run restore commands by logging in to the system as an admin user through VM console using the
vSphere client. we recommend you to not to trigger the restore from SSH/Putty prompt.
For Cisco Prime Collaboration Analytics, based on your license type the Analytics & Assurance option is
displayed in the Create New Backup page.
Not all information covered in this section is applicable to Cisco Prime Collaboration Assurance Standard
mode. See Standard and Advanced Cisco Prime Collaboration Assurance, on page 3 for information about
feature support in Standard and Advanced modes.

Related Topics
Monitor Sessions, on page 215
Diagnostics for Video Endpoints, on page 383
Purge Policies , on page 439
Concepts, on page 29

Overview of Backup and Restore

Cisco Prime Collaboration Assurance uses the following purge policy:
• All session and endpoint statistics data older than one day are purged. For more details, see the section
Monitor Sessions in the Cisco Prime Collaboration Assurance Guide - Advanced.
• All session and troubleshooting details older than 14 days are purged every hour. For more details see
the section Diagnostics for Video Endpoints in the Cisco Prime Collaboration Assurance Guide -
Advanced.
• Call quality event history and audio/video phone audit report data older than 30 days are purged. For
more details, see the section Purge Policies Table in the Cisco Prime Collaboration Assurance Guide -
Advanced.

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• Cleared alarms and events that are older than 14 days are purged every hour. If an alarm is purged, all
associated events are also purged. Active events and alarms are not purged. For more details, see the
Concepts chapter in Cisco Prime Collaboration Assurance Guide - Advanced.
• Jobs that are older than 14 days and have a status of completed, failed, or cancelled are purged every
hour.

The backup and restore service allows you back up the database, configuration files, and log files to either a
remote location or a local disk. Files in following folders are backed up by the backup service:

Folder Name Type of Data

emms database Database

cpcm/conf Configuration files

cpcm/export Troubleshooting and endpoint utilization reports

cpcm/logs and tomcat/logs Assurance application and Tomcat log files

jre/lib/security Keystore files

Backup Time Period

Depending on the number of managed devices in the Cisco Prime Collaboration Assurance server, the data
backup should take:
• Upto 150,000 endpoints - 4 hours
• Upto 80,000 endpoints - 3 - 2.5 hours
• Upto 20,000 endpoints - 2 hours
• Upto 3,000 endpoints - 1 hour

Note To achieve the preceding time periods, the network latency should not be more than 20 ms.

We recommend you to schedule backups during the non-business hours, because, this operation can slow
down the Cisco Prime Collaboration Assurance user interface performance.

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 Perform Backup and Restore

Create a Repository on FTP, Disk, SFTP, or TFTP Server

You must create a repository before backing up the Cisco Prime Collaboration Assurance data. By default,
the backup service creates a *.tar.gpg file under the configured repository. The backed-up file is in a compressed
format. The repository can be on CD-ROM, disk, HTTP, FTP, SFTP, or TFTP.

Step 1 Log in to the Cisco Prime Collaboration Assurance server with the account that you created during installation. The
default login is admin.
Step 2 Enter the following commands to create a repository on the local:
admin# config t
admin(config)# repository RepositoryName
admin(config-Repository)# url disk:
admin(config-Repository)# exit
admin(config)# exit
Enter the following commands to create a repository on FTP server:
admin# config t
admin(config)# repository RepositoryName
admin(config-Repository)# url ftp://ftpserver/directory
admin(config-Repository)# user UserName password {plain | hash} Password
admin(config-Repository)# exit
admin(config)# exit
Where:
• RepositoryName is the location to which files should be backed up. This name can contain a maximum of 30
alphanumeric characters.
• ftp://ftpserver/directory is the FTP server and the directory on the server to which the file is transferred. You can
also use SFTP, HTTP, or TFTP instead of FTP.
• UserName and {plain | hash} Password are the username and password for the FTP, SFTP, or TFTP server. hash
specifies an encrypted password, and plain specifies an unencrypted plain text password.
For example:
admin# config t
admin(config)# repository tmp
admin(config-Repository)# url ftp://ftp.cisco.com/incoming
admin(config-Repository)# user john password plain john!23
admin(config-Repository)# exit
admin(config)# exit

List the Repository Data

You can list the data within a repository. Log in to the Cisco Prime Collaboration Assurance server as admin
and run the following command:

admin# show repository RepositoryName

For example:

admin# show repository myftp

assurance_Sun_Feb_09_14_20_30_CST_2014.tar.gpg

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Schedule Backup using Cisco Prime Collaboration User Interface

You can schedule and run backup for both Assurance and Analytics from the user interface.
You must be logged in as an administrator to perform backup.
To create a new backup job:

Step 1 Choose System Administration > Backup settings.

Step 2 On the Backup page, click New.
Step 3 Enter a name for the backup job.
If backup name is not specified, the Backup Title field is defaulted with date stamp.

Step 4 Select the Backup Category from the drop-down list.

Step 5 In the Assurance Connection Settings pane, enter the following details.
You can use SFTP, FTP, or local connection to create backup.
If you select SFTP or FTP, provide the following details:
• IP address of the server where the backup files need to be saved
• Path to the backup location
Note While backing up using SFTP, ensure that you provide relative path. The relative path must contain
directory details(for example DIRNAME or DIRNAME 1 / DIRNAME 2), to avoid backup in root directory.
• Port (for SFTP only)
• Username
• Password

Click Test to test the SFTP or FTP connection using the credentials.
If you select local, specify the location to save the backup files on your local machine.
For a local backup, you can specify the number of backup files to be saved, using the Backup History drop-down list.
By default, the last two backup files are saved. You can save up to nine backup files.
The Analytics Connection Settings pane is available only if you have enabled Cisco Prime Collaboration Analytics.
Cisco Prime Collaboration Analytics is not supported on the Standard and MSP deployments.

Step 6 In the Analytics Connection Settings pane, enter the following details.
You can use only a remote server to backup the Analytics data using SSH.
• IP address of the remote server where the backup files need to be saved
• Path to the backup location. You must provide relative path.
Note The backup location is relative to the specified SSH user home directory. The relative path must contain
directory details(for example DIRNAME or DIRNAME 1 / DIRNAME 2), to avoid backup in root directory.
• SSH Port
• SSH Username
• SSH Password

Click Test to test the connection using the credentials.

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Step 7 Specify the backup start time and recurrence interval.

The time displayed in the date picker is the client browser time.

Step 8 (Optional) Enter the email IDs to which the backup status notification needs to be sent. Separate the email IDs using
comma.
Configure the SMTP server details in the Cisco Prime Collaboration Assurance server (Assurance Administration >
E-mail Setup for Alarms & Events) to receive emails.

Step 9 Click Save.

The scheduled backup job is listed on the Backup Management page.
You can click Run Now to run the backup immediately.

Backup Cisco Prime Collaboration Assurance Data using CLI

Only Assurance data is backed up in this method. You cannot backup Analytics data using CLI.
CLI is supported only through SSH; telnet is not supported. The port used for Cisco Prime Collaboration
Assurance server is 26. After creating the repository, log in to the Cisco Prime Collaboration Assurance server
as admin and run the following command to back up the data:

admin# backup Backupfilename repository RepositoryName application cpcm

Where,
• Backupfilename—Name of the backup file (without the extension-.tar.gpg). This name can be a maximum
of 100 alphanumeric characters.
• RepositoryName—Location to which the files are be backed up. This name can contain a maximum of
30 alphanumeric characters.

The following message is displayed after the backup is complete:

% Creating backup with timestamped filename: Backupfilename-Timestamp.tar.gpg

The backup file is suffixed with the time stamp (YYMMDD-HHMM) and file extension .tar.gpg and saved in
the repository.
For example, in case of backup on the ftp server:

admin# backup assurance repository myftp application cpcm

where, myftp is a repository name.

Check the Backup History

You can check the backup history. Log in to the Cisco Prime Collaboration Assurance server as admin and
run the following command:
admin# show backup history

Restore Data on the Same System

The following sections describe the process of restoring the data on the same system.

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To restore the data, log in to the Cisco Prime Collaboration Assurance application server as admin through
VM console using vSphere client. we recommend you to not to trigger the restore from SSH/Putty prompt.
Run the following command to restore the Cisco Prime Collaboration Assurance data:
admin# restore Backupfilename repository RepositoryName application cpcm
Where, Backupfilename is the name of the backup file suffixed with the timestamp (YYMMDD-HHMM) and
file extension .tar.gpg.
For example, to restore on the ftp server:

admin# restore assurance_Sun_Feb_09_14_20_30_CST_2014.tar.gpg repository myftp application

cpcm
If you want to restore both Cisco Prime Collaboration Assurance and Analytics data, you are prompted with
the following:
1 Restore may require a restart of application services. Continue? (yes/no)
Enter yes.
2 Do you want to restore Analytics [y/n]?
Enter y.
3 Enter the following details for the Cisco Prime Collaboration Analytics data:
• Remote server IP address, where the analytics backup data is stored.
• Remote server SSH port
• SSH username
• SSH password
• Backup file path

Note While restoring the data, ensure that you provide relative path. The relative path must contain directory
details(for example DIRNAME or DIRNAME 1 / DIRNAME 2), to avoid backup in root directory.
After checking the remote server connection, the Cisco Prime Collaboration Assurance and Analytics data
restore starts. This may take a few minutes to complete based on the data.

Restore on a New System

Cisco Prime Collaboration allows you to back up the data of a system and restore the data in another system
in the event of total system failure.
To restore the backup from another system:
Ensure that the system to which data is restored must have the same MAC address as that of the system that
was backed up (IP address and the hostname can be different).
In the case you are unable to assign the MAC address of the original system (that was backed up) to another
system, contact Cisco TAC for information on a new license file (for a new MAC address).
To restore the backup from another system, log in as administrator through the VM console using vSphere
Client and perform restore as described in Restore Data on the Same System. See also, Create a Repository
on FTP, Disk, SFTP, or TFTP Server.

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Note As a post requirement, you must rediscover all the devices after restoring the data.

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 Perform Backup and Restore

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 CHAPTER 31
Set Log Levels
• Log Levels, page 449

Log Levels
Cisco Prime Collaboration Assurance supports the following log levels:
• Debug—Helps you to debug the application.
• Information—Indicates the progress of the application.
• Warning—Indicates potentially harmful situations.
• Error—Indicates that the application can still continue to run.
• Fatal—Indicates critical error. This level is not listed for all modules.

You cannot disable logging. However, you can:

• Collect more data when needed by increasing the logging level (highest-level is Debug).
• Return to the default logging level (Error).

The log level settings can be changed from the Log Management page (System Administration > Log
Management). The log files are also included in the backup file.

Caution You should not change the log level settings without assistance from the Cisco Technical Assistance
Center (TAC) team.

Download Logs
This feature provides information to resolve the network issues quickly by enabling you to download log files
so that you can share the required logs.
Prerequisites - You must set the log level to Debug for the module you want to collect logs for. For more
information on how to set the log level to debug, see the earlier section.

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 Log Levels

Click the Download Log button to download the logs. You are prompted to download a .tar file. The file
name shows the username of the user who generated the log file, date and time-stamp (according to the Cisco
Prime Collaboration server time) to indicate when the (.tar) file was generated. You need to open or untar this
file to view the log file with the same name. The log file is a compressed file, which can be opened using any
uncompression utility such as 7-Zip.

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 APPENDIX A
Synthetic Test Worksheet
The number of phones you must create in a Cisco Unified Communications Manager for use in synthetic
tests depends on:
• The number of synthetic tests you want to configure.
• The type of tests you want to run.

The following table provides a worksheet for determining how many phones you need. Fill in the number
of tests and calculate the total phones needed using the information provided in the table:

Table 84: Number of Phones Required for Synthetic Tests

Number of Tests Type of Test Phones Needed for Test Total Phones
Needed
Phone Registration 1 (synthetic phone)

Dial-Tone 1 (synthetic phone)

End-to-End Call with real 2 (1 synthetic phone and 1 real

phones phone)

End-to-End Call with synthetic 2 (synthetic phones)

phones

TFTP Download 0

Emergency Call (without On 2 (synthetic phones)

Site Alert Number)

Emergency Call (with On Site 3 (synthetic phones)

Alert Number)

Message-Waiting Indicator 2 (synthetic phones)

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 Synthetic Test Worksheet

As you configure phones on each Unified CM, use the following worksheets to simplify data entry into Cisco
Prime Collaboration.
The dashes in the table indicate that data is not required for the MAC Address, Destination Phone Extension
Number, or Destination Phone Cisco Unified Communications Manager.

Table 85: Cisco Unified Communications Manager

Synthetic Test MAC Destination Destination Phone Cisco

Address Phone Unified
Extension Communications
Number Manager

Phone Registration - -

Dial-Tone - -

End-to-End Call-source phone - -

End-to-End Call-destination phone (synthetic

phone)

End-to-End Call-destination phone (real phone) - -

Phone Registration - -

Dial-Tone - -

End-to-End Call-source phone - -

End-to-End Call-destination phone (synthetic

phone)

End-to-End Call-destination phone (real phone) - -

Phone Registration - -

Dial-Tone - -

End-to-End Call-source phone - -

End-to-End Call-destination phone (synthetic

phone)

End-to-End Call-destination phone (real phone) - -

Table 86: Cisco Emergency Responder

Parameter Name or Number

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Synthetic Test Worksheet

Source

Cisco Unified Communications Manager

MAC address

Destination

Emergency number

Public Safety Answering Point

Cisco Unified Communications Manager

MAC address

On Site Alert

Cisco Unified Communications Manager

MAC address

Table 87: Cisco Unity

Parameter Name or Number

Caller

Cisco Unified Communications Manager

MAC address

Recipient

Cisco Unified Communications Manager

MAC address

Phone extension number

Voice mail

Password

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 APPENDIX B
Cisco 1040 Sensor Management
Cisco Prime Collaboration uses the data that it receives from Cisco 1040 Sensors to determine the voice
transmission quality in your network.
For the Cisco 1040 Sensor to operate as desired, the switch connected to Cisco 1040 must be managed and
configured in Cisco Prime Collaboration Assurance. For more details, see the Cisco Prime Collaboration
Assurance and Analytics Install and Upgrade Guide:

Note The Cisco 1040 Sensor management is not applicable if you have installed Cisco Prime Collaboration in
MSP mode.

This section contains the following:

• Overview of Cisco Prime NAM/vNAM, page 455

• Perform Initial Configuration in Cisco Prime Collaboration, page 456
• Configure Cisco 1040 Sensors in Cisco Prime Collaboration, page 458
• Edit Configurations for Multiple Cisco 1040s, page 461

Overview of Cisco Prime NAM/vNAM

Cisco 1040 Sensor is now end of sale. For more information, see End-of-Sale and End-of-Life Announcement
for the Cisco 1040 Sensor page.
The Cisco Prime NAM/vNAM replaces the Cisco 1040 Sensor and fills the missing capabilities gap. You can
use Cisco Prime Network Analysis Module (NAM) and Cisco Prime Collaboration together to monitor and
troubleshoot voice and other network-related issues. For more information, see the Using Cisco Prime Virtual
Network Analysis Module and Cisco Prime Collaboration to Monitor and Troubleshoot Voice and Video
white paper.

Note

To know about what information you can get from the NAM reports, see NAM & Sensor Report, on page
309.

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Perform Initial Configuration in Cisco Prime Collaboration

Perform Initial Configuration in Cisco Prime Collaboration

For initial configuration of Cisco 1040 Sensors, do the following:

Step 1 Add one or more TFTP servers for Cisco Prime Collaboration and Cisco 1040 Sensors to use. See Configuration for
TFTP Servers for Cisco 1040 Configuration and Image Files.
Step 2 Create a default configuration file. See Set Up the Cisco 1040 Sensor Default Configuration.
When a Cisco 1040 connects to the network, it downloads a configuration file from a TFTP server before registering to
Cisco Prime Collaboration.

Configuration for TFTP Servers for Cisco 1040 Configuration and Image Files
Cisco Prime Collaboration uses one or more TFTP servers to provide configuration files and binary image
files for Cisco 1040s. You must define at least one TFTP server for Cisco Prime Collaboration to use. You
can configure additional TFTP servers if you either want a backup server or have more than one DHCP scope.
You can use the configuration files that Cisco Prime Collaboration keeps on the server to recover if there is
a write failure on the TFTP server. In this case, you can manually copy configuration files from Cisco Prime
Collaboration to each TFTP server that is configured for Cisco Prime Collaboration.

Add and Delete a TFTP Server

To enable Cisco 1040s to register with Cisco Prime Collaboration, you must define at least one TFTP server
where Cisco Prime Collaboration can provide Cisco 1040 configuration files (and the binary image file).

Note • Using Cisco Prime Collaboration as a TFTP server is not supported. Additionally, we recommend
disabling the CWCS TFTP service on the Cisco Prime Collaboration server.
• If you plan to use Unified CM as a TFTP server, consider that:
◦You must manually copy configuration and image files from Cisco Prime Collaboration to the
root location on the Unified CM TFTP server.
◦After you update files and copy them to the TFTP server, you might also need to restart the
Cisco TFTP service (on Unified CM) for Cisco 1040s to be able to download the files.

Step 1 Choose Assurance Administration > 1040 Sensor Setup > TFTP Servers.
The TFTP Server Setup page is displayed.
Step 2 Click Add.

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Set Up the Cisco 1040 Sensor Default Configuration

The TFTP Server Settings dialog box is displayed.

Step 3 Enter data in the following fields:
• TFTP Server—IP address or DNS name.
• Port Number—The customary port number is 69.

Step 4 Click OK.

Note To delete, select the TFTP server and click
Delete.

Set Up the Cisco 1040 Sensor Default Configuration

Use this procedure to:
• Enable or disable call metrics archiving—Cisco Prime Collaboration saves MOS data in the database.
Optionally, you can also save the data to files.
• View the directory path for the archive data file and the Cisco 1040 image file.
• Create the default configuration file—QOVDefault.CNF specifies the primary Cisco Prime Collaboration
to which a Cisco 1040 can register.

Note If you are using Unified CM software version 4.2 or later as a TFTP server, you must
manually copy the default configuration file from the image file directory on the Cisco
Prime Collaboration server to the root location on the Unified CM TFTP server. For
more information, see step 3, in the following procedure.

To set up the Cisco 1040 sensor:

Step 1 Select Assurance Administration > 1040 Sensor Setup.

The Setup page is displayed.
Step 2 Update data described in the following table.
Step 3 Click OK. Cisco Prime Collaboration stores the configuration file locally and copies it to the TFTP servers that are added
to Cisco Prime Collaboration.

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Configure Cisco 1040 Sensors in Cisco Prime Collaboration

Cisco 1040 Sensor/NAM Setup Page—Graphical User Interface Elements

Table 88: Cisco 1040 Sensor/NAM Setup Page—Graphical User Interface Elements

Graphical User Interface Element Description

Call Metrics Archiving Select one of the following:
• Enable—After analysis, Cisco Prime Collaboration saves
data from sensors to disk files.
• Disable—After analysis, Cisco Prime Collaboration
discards data.

Default: Disable.

Data File Directory Directory where files are stored if call metrics archiving is
enabled. You cannot edit this field.

Image File Directory Directory where Cisco 1040 binary image file and configuration
files are stored locally. You cannot edit this field.

Send traps every n minutes per endpoint Enter a number greater than or equal to 5. Cisco 1040s send
data to Cisco Prime Collaboration every 60 seconds. Cisco
Prime Collaboration determines whether a violation has
occurred and can potentially send a trap-a-minute for each
endpoint. Use this setting to reduce the number of traps that
Cisco Prime Collaboration sends for each endpoint. For a given
endpoint, a trap is sent every n minutes and additional traps
during that time are suppressed (not sent).

Default Configuration to TFTP Server

Image Filename Enter the image file name if you are using a new image (for
example, after a product upgrade).

Primary Prime Collaboration IP address or DNS name for the primary Cisco Prime
Collaboration.

Configure Cisco 1040 Sensors in Cisco Prime Collaboration

Cisco Prime Collaboration analyzes data that it receives from Cisco 1040 Sensors installed in your voice
network. Cisco Prime Collaboration manages multiple Cisco 1040 Sensors.
This section contains the following:

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Cisco 1040 Sensor Details

Cisco 1040 Sensor Details

To see Cisco 1040 Sensor details, choose Assurance Administration > 1040 Sensor Setup > Management.
The Cisco 1040 Sensor Details page displays information listed in the following table:

Graphical User Interface Description

Element
Exports data from the Cisco 1040 Sensor/NAM Details page to a CSV or
PDF file.

Opens a printer-friendly version of the data in another window; for printing

from a browser window.

Check box column Select Cisco 1040s that you want to edit, reset, or delete.

Name column Click the name link to view details of the Cisco 1040 configuration.

Cisco 1040 Address columns Displays MAC and IP addresses for Cisco 1040. Click the MAC address link
to launch an HTML page on the Cisco 1040.

Prime Collaboration columns Displays the following:

• Primary—IP address or hostname of the primary Cisco Prime
Collaboration defined for the Cisco 1040.
• Registered with—Displays one of the following:
◦IP address or hostname of the Cisco Prime Collaboration to which
the Cisco 1040 is currently sending data.
◦Waiting—The Cisco 1040 is not yet registered.
◦Older Image—The binary image on the Cisco 1040 is not
supported.

Reset Time column The last date and time that Cisco Prime Collaboration sent a reset command
to the Cisco 1040.

Buttons

Add See Add a Cisco 1040 Sensor.

Edit See Edit Configurations for Multiple Cisco 1040s.

Delete See Delete a Cisco 1040 Sensor.

Reset See Reset Cisco 1040s.

Refresh Refresh the Cisco 1040 Sensor Details page.

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Add a Cisco 1040 Sensor

Restart Processes to Update Cisco 1040 Registration Information in Cisco Prime Collaboration
Cisco Prime Collaboration might show a Cisco 1040 Sensors waiting to register while receiving and processing
syslogs from it; this problem can occur after a user does one of the following:
• Uses pdterm to stop the QOVR process, and, in quick succession, uses pdexec to start it again. To
prevent this problem, wait at least 5 minutes between stopping and starting the QOVR process. To correct
this problem:
From the command line, stop the QOVR process again, by entering this command:

pdterm QOVR
Wait at least 5 minutes.
Enter this command:

pdexec QOVR

• Changes the time on the system where Cisco Prime Collaboration is installed without subsequently
stopping and restarting the daemon manager. To correct this problem, login as admin and execute the
following commands:

<hostname>/admin#application stop cpcm

<hostname>/admin#application start cpcm

Add a Cisco 1040 Sensor

To add a Cisco 1040 Sensor to Cisco Prime Collaboration, perform the following procedure.

Step 1 Select Assurance Administration > 1040 Sensor Setup > Management.
The Cisco 1040 Sensor/NAM Details page is displayed.
Step 2 Click Add.
The Add a Cisco 1040 Sensor dialog box is displayed.
Step 3 Enter data listed in the following table:
Step 4 Click OK. The configuration file is saved on the server where Cisco Prime Collaboration is installed and is copied to
all TFTP servers. (See Configuration for TFTP Servers for Cisco 1040 Configuration and Image Files.) The configuration
file is named QOV<MAC address>.CNF, where <MAC address> is the MAC address for the Cisco 1040. Similarly, for
updating the configuration, select one or more check boxes and click Edit.

Note • Select a Cisco 1040 Sensor to edit the name or description.

• Do not edit a Cisco 1040 configuration file using a text editor.

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Edit Configurations for Multiple Cisco 1040s

Cisco 1040 Sensor/NAM Dialog Box—Graphical User Interface Elements Description

Graphical User Interface Description
Element
Sensor Name Enter up to 20 characters. This name is used to identify the sensor on Cisco
Prime Collaboration windows, such as reports.
Note Cisco 1040 names must be unique. Cisco 1040s that register to Cisco
Prime Collaboration using the default configuration file use the
name Cisco 1040 + <last 6 digits from MAC address>.
Image File Name Enter the binary image file name. The filename format is
SvcMonAB2_nnn.img where nnn is a revision number.

MAC Address Enter the MAC address for the Cisco 1040 that you are adding.

Primary Prime Collaboration Enter an IP address or DNS name of a host where Cisco Prime Collaboration
is installed.

Description (Optional) Enter up to 80 characters.

Edit Configurations for Multiple Cisco 1040s

• If you use Unified CM as a TFTP server, you must manually upload the updated configuration file from
the image file directory on the Cisco Prime Collaboration server to the root location on Unified CM
TFTP server. Afterward, you must reset the Cisco 1040. (The image file directory is NMSROOT/ImageDir.
NMSROOT is the directory where Cisco Prime Collaboration is installed; its default location is
C:\Program Files\CSCOpx.) If the Cisco 1040 does not register or does not load the latest files, restart
the TFTP Server.
• Do not edit a Cisco 1040 configuration file using a text editor. Edit a Cisco 1040 configuration file using
this procedure only.

To edit configurations for multiple Cisco 1040s:

Step 1 Select Assurance Administration > 1040 Sensor Setup > Management.
Step 2 Select check boxes for more than one Cisco 1040 and click Edit.
Step 3 Update any of the fields.
Step 4 Click OK.
Cisco Prime Collaboration saves the configuration files on the local server copies it to all TFTP servers. Then Cisco
Prime Collaboration resets the Cisco 1040s, so that they load the updated configuration.

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Cisco 1040 Management - Field Descriptions

Cisco 1040 Management - Field Descriptions

Table 89: Cisco 1040 Management - Field Descriptions

Fields
Image File Name Enter the binary image filename. The filename format is
SvcMonAB2_nnn.img where nnn is a revision number. For the name of the
most recently supported binary image file, see Cisco Prime Unified
Service Monitor 2.3 Compatibility Matrix.

Primary Prime Collaboration Enter an IP address or DNS name of a host where Cisco Prime Collaboration
is installed. The Cisco 1040 sends data to this Cisco Prime Collaboration
unless it becomes unreachable.

Secondary Prime (Optional) Enter an IP address or DNS name of a host where Cisco Prime
Collaboration Collaboration is installed. The Cisco 1040 sends data to this Cisco Prime
Collaboration only if the primary Cisco Prime Collaboration becomes
unreachable.

Reset Cisco 1040s

Use this procedure to boot one or more Cisco 1040s. After a Cisco 1040 boots, it first uses DHCP to obtain
the IP address of the TFTP server. Cisco 1040 obtains a configuration file from the TFTP server. If the
configuration file specifies a binary image file that is different from the currently installed image, the Cisco 1040
obtains the binary image file from the TFTP server.

Step 1 Select Assurance Administration > 1040 Sensor Setup > Management.
Step 2 Select check boxes for the Cisco 1040s that you want to reset.
Step 3 Click Reset. The Cisco 1040 will take a few minutes to complete the startup sequence, reconfigure (if necessary), and
register with Cisco Prime Collaboration.
Note If you use Unified CM as a TFTP server, the Cisco 1040 Sensor does not register or does not load the most
recent image file after reset. You must restart the TFTP Service on Cisco Prime Unified Communications
Manager.
When you reset a Cisco 1040, Cisco Prime Collaboration sends the most recent time to the sensor. The Cisco 1040 resets
its clock as needed.

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 Cisco 1040 Sensor Management
Delete a Cisco 1040 Sensor

Delete a Cisco 1040 Sensor

Before you delete a Cisco 1040 Sensor from Cisco Prime Collaboration, you must shut the switch port that
physically connects to the 10/100-1 Fast Ethernet port on the Cisco 1040:

Step 1 To identify the port, get the switch IP address and the switch port from the Cisco 1040 web interface.
Step 2 To shut the port, use the CLI on the switch.
Note Do not delete the Cisco 1040 from Cisco Prime Collaboration until you shut the switch
port.
You should also either shut or reconfigure the SPAN or RSPAN destination port on the switch. For information about
configuring SPAN and RSPAN on Cisco Catalyst switches and modules, see http://www.cisco.com/en/US/products/hw/
switches/ps708/products_tech_note09186a008015c612.shtml.
After you delete a Cisco 1040, it cannot automatically register again to the Cisco Prime Collaboration from which it has
been deleted. To enable such a Cisco 1040 to register with this Cisco Prime Collaboration again, you must add the
Cisco 1040 Sensor manually. See Add a Cisco 1040 Sensor.
To delete, select Assurance Administration > 1040 Sensor Setup > Management. Select check boxes for the Cisco 1040s
that you want to delete from the Cisco 1040 Sensor Details page and click Delete.
Note Delete a Cisco 1040 Sensor from any sensor threshold groups, before you delete the Cisco 1040 Sensor.
Cisco Prime Collaboration sends a time synchronization message to each Cisco 1040 Sensor hourly. Cisco Prime
Collaboration also sends a time synchronization message when a Cisco 1040 registers. A Cisco 1040 registers when it
is added to the network and when it has been reset. The Cisco 1040 receives the time from Cisco Prime Collaboration
and resets its clock as needed.

View Diagnostic Information on a Cisco 1040

To view the diagnostics stored on a Cisco 1040, enter http://<IP address>/Diagnostics in your browser, where
IP address is the address of your Cisco 1040.
The Cisco 1040 web interface displays a Diagnostics Information window with the following information:

Field Description
Current Time Current time and date (HH:MM:SS MM/DD/YYYY).

Clock Drift Seconds of drift and the last time and date that the clock was reset; for example,
“1 second(s) updated at 9:23:37 03/16/2009”.

Last Analysis Time Time and date when the Cisco 1040 last ran an analysis.

Streams Analyzed Number of RTP streams that were analyzed during the last interval.

Last Communication Time and date when the sensor last received an ACK or timeSet message, or any
supported message from the Cisco Prime Collaboration.

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View Diagnostic Information on a Cisco 1040

Field Description
Last Successful Time and date that the Cisco 1040 last sent data to Cisco Prime Collaboration.
Report Time

Report Destination Destination hostname or IP address and port number to which the report was sent.

Report Length Number of bytes in the last report record.

(bytes)

Received Packets Number of packets that the Cisco 1040 received during the last interval.

Receive Errors Number of errors received on the monitoring interface as reported by pcap.

Packets Dropped Number of packets dropped on the monitoring interface as reported by pcap.

Buffer overruns Number of buffer overruns on the monitoring interface as reported by pcap.

Framing Errors Number of framing errors on the monitoring interface as reported by pcap.

Interface Monitoring interface is in promiscuous mode (yes) or not (no).

Promiscuous

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 APPENDIX C
User Interface
Cisco Prime Collaboration Assurance has a new user interface to give you a simplified user experience. The
left pane displays vertical expandable Navigation tab, Index tab, Favorites tab, and Search Menu fields.
The Favorites tab allows you to bookmark your preferred pages for future reference. Click the Toggle
Navigation icon on the Cisco Prime Collaboration page to view a list of dashlets and reports. You can
click the pin icon at the top left to hide or display the left pane.
For the navigation changes in Cisco Prime Collaboration 11.0 user interface, see the Navigation Changes
in Cisco Prime Collaboration Assurance - Advanced User Interface section in the Cisco Prime Collaboration
Assurance and Analytics Install and Upgrade Guide.

• Filters, page 465

• Launch the Advanced Filter and Save Filter Criteria, page 466
• Quick View, page 466
• View About Details, page 467

Filters
You can use the Filter feature to display specific information on the Cisco Prime Collaboration user interface.
The Filter icon is provided wherever the data is displayed in a tabular format.
The following are the types of filters available on the Cisco Prime Collaboration client:
• Quick Filter
• Advanced Filter

The quick filter and advanced filter are case-insensitive. For these filters, you can also use the following
wildcard expressions:
• Question mark(?)—Match any one character.
• Asterisk (*)—Match zero or more characters.

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 User Interface
Launch the Advanced Filter and Save Filter Criteria

Quick Filter
This filter allows you to narrow down the data inside a table by applying a filter to a specific table column or
columns. The operator used with this filter is Contains. To apply different operators, use the Advanced Filter
option.
To launch the quick filter, choose Quick Filter from the Filter drop-down menu.
To clear the quick filter, click Filter.

Advanced Filter
This filter allows you to narrow down the data in a table by applying a filter using multiple operators, such
as Does not contain, Does not equal, Ends with, Is empty, and so on.
You choose the filter pattern (table column names) and operator from the drop-down menu. In addition, you
must enter filter criteria based on data available in the Cisco Prime Collaboration database.
To launch the advanced filter, choose Advanced Filter from the Filter drop-down menu.
To clear the advanced filter, click Filter.

Launch the Advanced Filter and Save Filter Criteria

To launch the advanced filter, choose Advanced Filter from the Filter drop-down menu.
You can save the filter criteria used in the Advanced filter.
To save the filter criteria:

Step 1 From the Filter drop-down menu, choose Advanced Filter.

Step 2 Enter advanced filter criteria.
Step 3 Click Go and then click the Save icon.
Step 4 In the Save Preset Filter page, enter a name for the Preset Filter and click Save.
To clear the Advanced Filter, click the Filter button.
Cisco Prime Collaboration provides predefined keywords to filter data. In addition, the saved advanced filter criteria are
also listed in the Preset Filter drop-down list. See Advanced Filter in Filters for details on how to save the filter criteria.
This feature is available on some pages; for example, Device Management, Alarm browsers, and Event browsers. To
launch a preset filter, choose the available values from the Show drop-down list.
Cisco Prime Collaboration provides a set of predefined filters that enable you to filter the data in a table.

Quick View
The quick view icon is displayed when you hover your mouse pointer on a table, specific table columns,
or a topology pane. You can use quick view to cross-launch a page that you want to view in detail. In Cisco
Prime Collaboration Assurance, this option is not available for administrative tasks, reports, or diagnostic
views.

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 User Interface
View About Details

View About Details

This page displays the About details for Cisco Prime Collaboration Assurance . To launch this page in MSP
mode, click globaladmin - All Customers > About at the top right corner of the User Interface.
To launch this page in Enterprise mode, click globaladmin - Enterprise > About at the top right corner of
the User Interface.
• Click Assurance Information link to view the following system information details in a quick view.
◦Build Version
◦License Type
◦Assurance Expiration Date (displayed in red for the last 15 days before expiry)
◦Analytics Expiration Date (displayed in red for the last 15 days before expiry)
◦IP Address
◦MAC Address
◦DB server IP Address
◦DB server MAC Address

Note • DB server IP Address and DB server MAC Address fields are specific to Cisco
Prime Collaboration Assurance very large OVA deployment model and does not
appear in the Assurance Information link for Cisco Prime Collaboration Assurance
small, medium, and large OVA deployment models.

• Click Licensing link to open the License Management page.

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 User Interface
View About Details

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