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User Guide for Cisco Unified Service Statistics ManagerCisco Unified Communications Management Suite Software Release 1.0

Americas HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706 USAhttp://www.cisco.comTel: 408 526-4000

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http://www.cisco.com

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

TTHE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.

NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.

IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental.

User Guide for Cisco Unified Service Statistics Manager © 2007 Cisco Systems, Inc. All rights reserved.

CCSP, the Cisco Square Bridge logo, Follow Me Browsing, and StackWise are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, and iQuick Study are service marks of Cisco Systems, Inc.; and Access Registrar, Aironet, ASIST, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Empowering the Internet Generation, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, LightStream, Linksys, MeetingPlace, MGX, the Networkers logo, Networking Academy, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, StrataView Plus, SwitchProbe, TeleRouter, The Fastest Way to Increase Your Internet Quotient, TransPath, and VCO are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.

All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0501R)

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C O N T E N T S

Preface xi

Audience xi

Conventions xi

Product Documentation xii

Related Documentation xii

Open Source License Acknowledgements xiii

OpenSSL/Open SSL Project xiii

Obtaining Documentation, Obtaining Support, and Security Guidelines xv

C H A P T E R 1 Getting Started with Service Statistics Manager 1-1

Service Statistics Manager Overview 1-1

Launching Service Statistics Manager 1-2

Performing the Initial Login 1-2

Viewing Product License and Version 1-3

Using the Service Statistics Manager User Interface 1-4

Using Special Characters in Names (Views, Reports, Graphs, and SLAs) 1-5

Important Data Collection Concepts 1-5

What Is a Monitor? 1-5

What is a Monitor Type? 1-6

How Does a Monitor Type Compare with an Attribute Set? 1-7

C H A P T E R 2 Using Views 2-1

Getting Started with Views 2-1

Managing Report-Based Views 2-3

Creating a Report-Based View 2-4

Changing the Order of Reports in a View 2-4

Editing a Report-Based View 2-5

Deleting a Report-Based View 2-5

Managing Graph-Based Views 2-5

Creating a Graph-Based View 2-6

Understanding the Attribute Selection (and Graph Options) Page 2-7

Editing a Graph-Based View 2-7

Editing a Graph in a Graph-Based View 2-8

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Deleting a Graph from a View 2-10

Deleting a Graph-Based View 2-10

Changing the Order of Graphs in a View 2-10

Working with Views 2-10

Working with Graphs in a View 2-11

C H A P T E R 3 Using Reports 3-1

Getting Started with Reports 3-1

Adding a Comment to a Report 3-2

Adding a Report to a View 3-3

E-Mailing a Report 3-3

Understanding the Report Header 3-3

Viewing Subreports 3-4

Viewing Comments 3-4

Viewing Legend Details 3-4

Understanding Reports 3-4

Understanding Data Rollup and Data Retention 3-5

Using a Call Failure Analysis Report 3-6

Using a Call Quality Summary Report 3-6

Using a Calls To/From Specified Number Report 3-7

Using a Capacity Trend Report 3-8

Using a Custom Graph Report 3-9

Using a Group Aggregation Report 3-9

Using an Instance Aggregation Report 3-10

Using a Time Aggregation Report 3-10

Using a Top N Dialed Numbers Report 3-11

Using a Top N Calls Report 3-11

Using a Top N Users Report 3-11

Using a Top N Performers Report 3-12

Using a Traffic Summary Report 3-12

Using an SLA Capacity Trend Report 3-13

Using an SLA Compliance History Report 3-14

Using an SLA Compliance Matrix Report 3-14

Using an SLA Executive Summary Report 3-15

Using an SLA Health Summary Report 3-15

Default Reports 3-16

Managing Reports 3-20

Creating a Report—Page 1 of the Report Wizard (Initial Details) 3-20

Creating a Report—Page 2 of the Report Wizard (Specific Report Type Details) 3-22

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Call Failure Analysis Report 3-23

Call Quality Summary Report 3-25

Calls To/From Specified Number Report 3-25

Capacity Trend Report 3-26

Custom Graph Report 3-27

Selecting Elements to Include in a Custom Graph Report 3-27

Group Aggregation Report 3-28

Instance Aggregation Report 3-29

Time Aggregation Report 3-30

Top N Calls Report 3-31

Top N Dialed Numbers Report 3-32

Top N Users Report 3-33

Top N Performers Report 3-33

Traffic Summary Report 3-34

SLA Capacity Trend Report 3-35

SLA Compliance History Report 3-35

SLA Compliance Matrix Report 3-36

SLA Executive Summary Report 3-36

SLA Health Summary Report 3-37

Creating a Report—Page 3 of the Report Wizard (Display, Schedule, and E-Mail Options) 3-38

Editing a Report 3-39

Editing a Report—Page 1: Updating Initial Report Details 3-39

Editing a Report—Page 2: Updating Report Type-Specific Details 3-40

Editing a Report—Page 3: Updating Display, E-Mail, and Schedule Options 3-40

Deleting a Report 3-40

C H A P T E R 4 Using Custom Graphs 4-1

Getting Started with Custom Graphs 4-1

Creating Custom Graphs 4-1

Creating Line Graphs 4-1

Creating Area Graphs 4-2

Creating X-Y Graphs 4-3

Creating Top N Graphs 4-4

Creating a Graph for a Single Monitor Type 4-6

Creating Graphs for Multiple Monitor Types 4-7

Understanding and Interacting with Custom Graphs 4-8

Using the Attributes Tab to Update the Data on a Graph 4-9

Viewing Monitored Element Details on the Monitor Information Tab 4-9

Using Additional Graphing Functions 4-9

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Zooming In and Out 4-9

Exporting to Excel 4-10

Adding New Monitors to a Graph 4-10

Viewing More Information 4-11

Adding a Specific Graph to a View 4-11

Deleting a Graph from a Multiple-Graph Display 4-11

Graphing Restrictions and Limitations 4-12

C H A P T E R 5 Managing SLAs and Monitoring Compliance 5-1

Getting Started with SLAs 5-1

Using the Compliance Matrix 5-2

Compliance Matrix Icons 5-3

Viewing the Compliance Matrix for a Specific SLA or SLA Instance 5-4

Viewing SLA Details (Compliance Matrix Details Column) 5-5

Viewing Violation Details (Compliance Matrix Current Status Column) 5-5

Launching the SLA Compliance History Report (Compliance Matrix History) 5-6

Viewing Data Points for a Time Period (Compliance Matrix Time-Period-to-Date Details) 5-6

Using SLA Administration to Manage SLAs 5-6

Adding an SLA 5-7

Adding an SLA Type 5-9

Editing an SLA Type 5-9

Editing an SLA 5-10

Deleting an SLA 5-11

Defining Schedules 5-12

Adding a Schedule 5-12

Editing a Schedule 5-13

Deleting a Schedule 5-13

C H A P T E R 6 Using Administration 6-1

Changing Your Password 6-1

Selecting Your Dashboard View 6-1

Selecting Your Home View 6-2

Performing Advanced Administration Tasks 6-2

Configuring Attribute Sets 6-3

Adding an Attribute Set 6-3

Editing an Attribute Set 6-3

Deleting an Attribute Set 6-4

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Configuring Schedules 6-4

Adding a Schedule 6-5

Editing a Schedule 6-6

Deleting a Schedule 6-6

Configuring Phone-Based Groups 6-7

Configuring Call Quality 6-8

Integrating with Operations Manager and Service Monitor 6-8

Triggering Discovery 6-9

Retriggering Discovery 6-10

Editing Operations Manager and Service Monitor IP Addresses 6-10

Deleting a Service Monitor from Service Statistics Manager 6-11

Enabling Call Categorization 6-12

Managing Dial Plans 6-13

Understanding the Default Dial Plan 6-13

Adding a Dial Plan Entry 6-15

Editing a Dial Plan Entry 6-15

Deleting a Dial Plan Entry 6-16

Managing Gateway Codes 6-16

Adding Gateway Code Configuration 6-16

Editing Gateway Code Configuration 6-17

Deleting Gateway Code Configuration 6-17

Managing Toll-Free Numbers 6-18

Adding Toll-Free Number Configuration 6-18

Editing Toll-Free Number Configuration 6-18

Deleting Toll-Free Number Configuration 6-18

Managing Service Numbers 6-19

Adding Service Number Configuration 6-19

Editing Service Number Configuration 6-19

Deleting Service Number Configuration 6-19

Working with Downloads 6-20

Installing SSM Administration Console 6-20

Installing SSM Agent 6-21

Verifying the SSM Agent and SSM Administration Console Software Version 6-22

Uninstalling a Remote SSM Agent 6-22

Uninstalling a Remote SSM Administration Console 6-23

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C H A P T E R 7 Using the SSM Administration Console 7-1

SSM Administration Console Overview 7-1

Launching the SSM Administration Console 7-2

SSM Administration Console Folders 7-2

Managing Groups 7-3

Adding a Group by Selecting Each Element 7-3

Searching for Group Members 7-5

Adding a Group by Selecting Groups 7-6

Defining Group Display 7-6

Editing a Group 7-6

Deleting a Group 7-7

Managing Users 7-7

Adding a User 7-7

Editing Users 7-8

Deleting Users 7-8

Managing User Roles and Privileges 7-8

Adding a Role 7-10

Editing a Role 7-12

Deleting a Role 7-12

Managing Remote Agents 7-12

Adding a Remote SSM Agent 7-13

SSM Agent Troubleshooting Tips 7-14

Understanding Communication Between an SSM Agent and Service Statistics Manager Server 7-16

Editing an SSM Remote Agent 7-16

Deleting an SSM Agent 7-16

Connecting an SSM Agent 7-17

Disconnecting an SSM Agent 7-17

Restarting an SSM Agent 7-17

C H A P T E R 8 System and Database Administration 8-1

Understanding Database Purging 8-1

Understanding Database Archiving and Archive Files 8-1

Backing Up and Restoring the Database 8-2

Performing a Full Database Backup 8-3

(Optional) Saving an Existing Full Database Backup Before Creating a New One 8-4

Restoring the Database 8-4

Issues and Workarounds 8-5

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Using an Evaluation License 8-8

Obtaining a License 8-9

A P P E N D I X A Devices, Monitor Types, and Attributes A-1

Devices and Associated Monitor Types A-1

Monitor Types and Associated Attributes A-2

Understanding Data Collection From Service Monitor A-2

Service Monitor Database Monitor Types and Attributes A-2

Call Volume Monitor Type Attributes A-2

Call Quality Monitor Type Attributes A-7

Operations Manager File-Based Monitor Types and Attributes A-8

Unified CM Performance Monitor Type Attributes A-8

Unity Performance Monitor Type Attributes A-10

Gateway Utilization Monitor Type Attributes A-10

Trunk Utilization Monitor Type Attributes A-10

System Utilization for Unified CM Monitor Type Attributes A-11

System Utilization for Gateway Monitor Type Attributes A-11

System Utilization for Unity Monitor Type Attributes A-11

System Utilization for IPCC Monitor Type Attributes A-12

Node-to-Node Test File-Based Monitor Types and Attributes A-12

IPSLA Data Jitter A-12

IPSLA Ping Echo A-13

IPSLA Ping Path Echo A-13

IPSLA UDP Echo A-13

IPSLA Gatekeeper Registration Delay A-13

I N D E X

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Preface

This manual describes Cisco Unified Service Statistics Manager (Service Statistics Manager) and provides instructions for using and administering it.

AudienceThe audience for this document includes:

• Executives who need to assess how well the Cisco Unified Communications solution is working from a user standpoint; the volume of voice service delivery; and how voice service delivery impacts the rest of the network.

• Capacity planners

• IP telephony operations personnel who need to identify misuse and exceptions; problems that most require focused attention and issue resolution; and resources that are either redundant or in need of repair.

ConventionsThis document uses the following conventions:

Item Convention

Commands and keywords boldface font

Variables for which you supply values italic font

Displayed session and system information screen font

Information you enter boldface screen font

Variables you enter italic screen font

Menu items and button names boldface font

Selecting a menu item in paragraphs Option > Network Preferences

Selecting a menu item in tables Option > Network Preferences

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Preface

Note Means reader take note. Notes contain helpful suggestions or references to material not covered in the publication.

Caution Means reader be careful. In this situation, you might do something that could result in equipment damage or loss of data.

Product Documentation

Note The originally published printed and electronic documentation is included with your product. Any changes after original publication are reflected on Cisco.com, where you will find the most up-to-date documentation.

Table 1 describes the product documentation that is available.

Related Documentation

Note The originally published printed and electronic documentation was included with your product. Any changes after original publication are reflected on Cisco.com, where you will find the most up-to-date documentation.

Table 2 describes the additional documentation that is available.

Table 1 Product Documentation

Document Title Available Formats

Release Notes for Cisco Unified Service Statistics Manager 1.0

• PDF on the product CD.

• On Cisco.com at

http://cisco.com/en/US/products/ps7285/prod_release_notes_list.html

Quick Start Guide for Cisco Unified Service Statistics Manager 1.0

• Printed document that was included with the product.


• On Cisco.com at

http://cisco.com/en/US/products/ps7285/prod_installation_guides_list.html

User Guide for Cisco Unified Service Statistics Manager


• On Cisco.com at

http://cisco.com/en/US/products/ps7285/products_user_guide_list.html

Context-sensitive online help Click the Help link in the upper-right corner of the window or the help button in any dialog box.

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Preface Open Source License Acknowledgements

Open Source License AcknowledgementsThe following acknowledgements pertain to this software license.

OpenSSL/Open SSL ProjectThis product includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit (http://www.openssl.org/).

This product includes cryptographic software written by Eric Young ([email protected]).

This product includes software written by Tim Hudson ([email protected]).

Table 2 Related Documentation

Document Title Available Formats

Quick Start Guide for Cisco 1040 Sensor

On Cisco.com at the following URL:


Release Notes for Cisco Unified Operations Manager 2.0.1



Installation Guide for Cisco Unified Operations Manager



User Guide for Cisco Unified Operations Manager



Release Notes for Cisco Unified Service Monitor Release 2.0.1



Quick Start Guide for Cisco Unified Service Monitor 2.0.1



User Guide for Cisco Unified Service Monitor



Release Notes for CiscoWorks Common Services 3.0.5 (Includes CiscoView 6.1.5) on Windows


http://cisco.com/en/US/products/sw/cscowork/ps3996/prod_release_note09186a00806f45bf.html

Installation and Setup Guide for Common Services 3.0.5 (Includes CiscoView) on Windows


http://cisco.com/en/US/products/sw/cscowork/ps3996/products_installation_guide_book09186a00806ab62a.html

User Guide for CiscoWorks Common Services 3.0.5


http://cisco.com/en/US/products/sw/cscowork/ps3996/products_user_guide_book09186a00806feda7.html

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http://www.openssl.org/





http://cisco.com/en/US/products/sw/cscowork/ps3996/prod_release_note09186a00806f45bf.html

http://cisco.com/en/US/products/sw/cscowork/ps3996/products_installation_guide_book09186a00806ab62a.html

http://cisco.com/en/US/products/sw/cscowork/ps3996/products_user_guide_book09186a00806feda7.html


License Issues

The OpenSSL toolkit stays under a dual license, i.e. both the conditions of the OpenSSL License and the original SSLeay license apply to the toolkit. See below for the actual license texts. Actually both licenses are BSD-style Open Source licenses. In case of any license issues related to OpenSSL please contact [email protected].

OpenSSL License:

© 1998-2007 The OpenSSL Project. All rights reserved.

Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met:

1. Redistributions of source code must retain the copyright notice, this list of conditions and the following disclaimer.

2. Redistributions in binary form must reproduce the above copyright notice, this list of conditions, and the following disclaimer in the documentation and/or other materials provided with the distribution.

3. All advertising materials mentioning features or use of this software must display the following acknowledgment: “This product includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit. (http://www.openssl.org/)”

4. The names “OpenSSL Toolkit” and “OpenSSL Project” must not be used to endorse or promote products derived from this software without prior written permission. For written permission, please contact [email protected].

5. Products derived from this software may not be called “OpenSSL” nor may “OpenSSL” appear in their names without prior written permission of the OpenSSL Project.

6. Redistributions of any form whatsoever must retain the following acknowledgment:

“This product includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit (http://www.openssl.org/)”

THIS SOFTWARE IS PROVIDED BY THE OpenSSL PROJECT “AS IS”' AND ANY EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE OpenSSL PROJECT OR ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

This product includes cryptographic software written by Eric Young ([email protected]). This product includes software written by Tim Hudson ([email protected]).

Original SSLeay License:

© 1995-1998 Eric Young ([email protected]). All rights reserved.

This package is an SSL implementation written by Eric Young ([email protected]).

The implementation was written so as to conform with Netscapes SSL.

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This library is free for commercial and non-commercial use as long as the following conditions are adhered to. The following conditions apply to all code found in this distribution, be it the RC4, RSA, lhash, DES, etc., code; not just the SSL code. The SSL documentation included with this distribution is covered by the same copyright terms except that the holder is Tim Hudson ([email protected]).

Copyright remains Eric Young’s, and as such any Copyright notices in the code are not to be removed. If this package is used in a product, Eric Young should be given attribution as the author of the parts of the library used. This can be in the form of a textual message at program startup or in documentation (online or textual) provided with the package.

Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met:

1. Redistributions of source code must retain the copyright notice, this list of conditions and the following disclaimer.

2. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution.

3. All advertising materials mentioning features or use of this software must display the following acknowledgement:

“This product includes cryptographic software written by Eric Young ([email protected])”.

The word ‘cryptographic’ can be left out if the routines from the library being used are not cryptography-related.

4. If you include any Windows specific code (or a derivative thereof) from the apps directory (application code) you must include an acknowledgement: “This product includes software written by Tim Hudson ([email protected])”.

THIS SOFTWARE IS PROVIDED BY ERIC YOUNG “AS IS” AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE AUTHOR OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

The license and distribution terms for any publicly available version or derivative of this code cannot be changed. i.e. this code cannot simply be copied and put under another distribution license [including the GNU Public License].

Obtaining Documentation, Obtaining Support, and Security Guidelines

For information on obtaining documentation, obtaining support, providing documentation feedback, security guidelines, and also recommended aliases and general Cisco documents, see the monthly What’s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

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http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html


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User OL-12224-01

C H A P T E R1
Getting Started with Service Statistics Manager
See the following topics:

• Service Statistics Manager Overview, page 1-1

• Launching Service Statistics Manager, page 1-2

• Viewing Product License and Version, page 1-3

• Using the Service Statistics Manager User Interface, page 1-4

• Important Data Collection Concepts, page 1-5

Service Statistics Manager OverviewCisco Unified Service Statistics Manager (Service Statistics Manager) is a product from the Cisco Unified Communications Management Suite that uses short-term operational data—collected by other products in the suite—to perform longer-term analysis and reporting. The Service Statistics Manager product includes three components that are referred to throughout this document:

• Service Statistics Manager—Refers to both:

– The application server with the database and the backend processes that store and analyze data and create reports and graphs.

– The web server through which you can access the user interface and view reports and graphs.

For more information, see Using the Service Statistics Manager User Interface, page 1-4.

• SSM Agent—Creates monitors (data collectors) on Cisco Unified Operations Manager (Operations Manager) and Cisco Unified Service Monitor (Service Monitor) systems where it is installed; coordinates polling for data on Operations Manager and Service Monitor systems and delivery of data to Service Statistics Manager. For more information, see Integrating with Operations Manager and Service Monitor, page 6-8.

• SSM Administration Console—Manages groups, users, and roles. Only a user with admin privilege in Service Statistics Manager can log into this console. For more information, see Using the SSM Administration Console, page 7-1.

1-1Guide for Cisco Unified Service Statistics Manager

Chapter 1 Getting Started with Service Statistics Manager Launching Service Statistics Manager

Launching Service Statistics Manager

Note For information about SSM Administration Console, which enables an admin user to configure Service Statistics Manager and control access to it, see Using the SSM Administration Console, page 7-1.

After the admin user has performed initial configuration and provided you with a username and password, you can connect to Service Statistics Manager server. Prior to that, see Performing the Initial Login, page 1-2.

Step 1 Enter the name/IP address of Service Statistics Manager server in your browser. Example, http://<servername or IP address>.

Note If the login window fails to appear, contact your Administrator.

Step 2 On Service Statistics Manager Login window, enter the user name and password provided to you by the Administrator. The default user name and password (on installation) is admin. (For more information, see Performing the Initial Login, page 1-2.)

Step 3 Click Login. If you have an evaluation license for Service Statistics Manager, a reminder message displays the number of days remaining in the evaluation period. For more information, see Using an Evaluation License, page 8-8.

Note Avoid multiple logins using the same browser, user name and password. Such action can result in other unpredictable results. For multiple logins, open separate browser instances.

Login sessions time out after 2 hours of inactivity. If the session is not used for 2 hours, you are prompted to log in again.

Performing the Initial Login If you are logging in for the first time, you can use the reserved “admin” username and password.

Note During the initial login, change the password for the reserved admin user and create additional users with appropriate privileges as directed in this procedure.

Step 1 Enter the name/IP address of Service Statistics Manager server in your browser. Example, http://<servername or IP address>.

Note If the Login window fails to appear, contact your Administrator.

Step 2 Enter admin in the User Name field and the password set for admin in the Password field.

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Chapter 1 Getting Started with Service Statistics Manager Viewing Product License and Version

Note Contact a Service Statistics Manager administrator user if you do not know the password for admin or if you need a username and password.

Step 3 Click Login or press Enter. You are now logged in.

Note Login sessions time out after 2 hours of inactivity. If the session is not used for 2 hours, you are prompted to log in again.

Step 4 Change the admin password by selecting Administration > User ID and Password.

Step 5 Log into SSM Administration Console. (Only a user with administrator role can do so; the reserved admin is such a user; you can create additional users with administrator role.) See Using the SSM Administration Console, page 7-1, Managing Users, page 7-7, and Managing User Roles and Privileges, page 7-8.

Viewing Product License and Version

Note To view SSM Agent and SSM Administration Console software versions, see Verifying the SSM Agent and SSM Administration Console Software Version, page 6-22.

Use this procedure to view Service Statistics Manager software version and to obtain product license details.

Step 1 Click About in the upper right corner of the Service Statistics Manager window. The About Cisco Unified Service Statistics Manager window opens, displaying the following information:

• Version—Version number of the product.

• License Type—One of the following:

– Evaluation—You have full access to the product for a time period of 90 days.

– Standard—You have limited access to the product. You will not have access to the SLA tab.

– Premium—You have full access to the product.

• Number of Phones Licensed—Number of phones for which Service Statistics Manager can gather statistics.

• License Expiration Date—Expiry date of the license.

Step 2 Click Close.


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Chapter 1 Getting Started with Service Statistics Manager Using the Service Statistics Manager User Interface

Using the Service Statistics Manager User InterfaceThis topic provides an overview of the Service Statistics Manager user interface and the tasks that you can perform from each tab within it. After you log in, the Cisco Unified Service Statistics Manager window opens to the Views tab. (A view is a named collection of reports or graphs.) There are up to five tabs in Service Statistics Manager:

• Views—Displays an ordered group of thumbnails, each with a link to a full report or a detailed graph. By clicking a thumbnail, you can launch a report or a graph. From each report or graph, you can drill down to view underlying details on accompanying reports or graphs, drilling down successively until no more details remain for display.

When you log in, a default home view is displayed. You can:

– Configure another view as your home view.

– Select any other view to which you have access. Service Statistics Manager provides a set of default views and access to them is security-controlled.

If you have the privilege to manage views, you can also create views and edit and delete them. (For more information, see Managing User Roles and Privileges, page 7-8.)

For more information, see Using Views, page 2-1.

• Reports—Lists available reports with links so that you can launch those that have already been generated. From a report, you can drill down to view underlying details on accompanying reports or graphs, drilling down successively until no more details remain for display.

Service Statistics Manager provides a set of default reports. If you have privilege to manage reports, you can also create, edit and delete them.

For more information, see Using Reports, page 3-1.

• Custom Graphs—Provides selection criteria for generating individual and multiple graphs using the graphing format that you require.

• SLAs (Service Level Agreements)—Enables you to define SLAs and measure compliance to them. You can define SLAs to measure any attribute that is being monitored—for example, percentage of ports in use on a Cisco Unity system—against user-defined goals. SLA compliance is calculated after the end of each day and is displayed in summary format on the compliance matrix. From the compliance matrix, you can immediately see where compliance is met or not met and drill down to obtain underlying details.

Note If you have a Standard license, the SLAs tab is not displayed.

If you have privilege to manage SLAs, you can also create, edit, and delete them.

For more information, see Managing SLAs and Monitoring Compliance, page 5-1.

• Administration—Configure your user preferences (for example, select your home view and change your password); integrate Service Statistics Manager with data sources (for example, one system with Operations Manager and one or more systems with Service Monitor); install SSM Agent and SSM Administration Console.

For more information, see Using Administration, page 6-1.

Options available on the upper right corner of the Service Statistics Manager window are:

• Logout—Click to log out of Service Statistics Manager.

• Help—Click to access Online Help.


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Chapter 1 Getting Started with Service Statistics Manager Important Data Collection Concepts

• About—Click to display Service Statistics Manager software version number and license information.

Throughout the user interface, Service Statistics Manager frequently provides these buttons:

• Next—Provided to enable the next step on a page or the next step in a wizard.

Note Use the browser Back function to return to an earlier page.

• Cancel—Provided to enable an exit from a multi-step page or wizard without saving data.

Using Special Characters in Names (Views, Reports, Graphs, and SLAs) Avoid using some special characters while naming a view, report, graph and SLA. For more details see the table below.

Important Data Collection ConceptsTo understand how you can get the most out of Service Statistics Manager, it is important to understand these concepts: monitor, monitor type, and attribute set. They are described in the following topics:

• What Is a Monitor?, page 1-5

• What is a Monitor Type?, page 1-6

• How Does a Monitor Type Compare with an Attribute Set?, page 1-7

What Is a Monitor? Service Statistics Manager receives data from monitors (data collectors) that are created by SSM Agents on an Operations Manager system and on supported, related Service Monitor systems.

A monitor collects data for a specific managed object, such as a specific voice gateway or Cisco Unified Communications Manager (Unified Communications Manager). For each managed object, there can be more than one monitor, each collecting a different type of data. For example, for a specific Unified Communications Manager, there will be two monitors on the Operations Manager system:

• Unified CM Performance Monitor—Collects statistics about the calls handled through Unified CM and the voice gateways and hardware and software conference resources that are registered with Unified CM.

• System Utilization for Unified CM Monitor—Collects data about the system on which the Unified Communications Manager resides.

Table 1-1 Special Characters

To Name Special Characters Not Allowed

View ` \ ” ’ < > /

Report ` \ ” ’ < > /

Graph ` ” ’ < > #

SLA ` \ ” ’ < > /


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For each specific managed object, SSM agents create one monitor for each associated monitor type. SSM agents coordinate polling for data and delivery of data to Service Statistics Manager.

What is a Monitor Type?A monitor type defines a unique set of statistics or attributes to be collected for a managed object. A monitor type includes:

• A descriptive name—for example, Gateway Utilization—that generally describes:

– The type of object for which a monitor of this type can collect data (in this example, a gateway). For more information, see Devices and Associated Monitor Types, page A-1.

– The type of data that you can expect from a monitor of this type (in this example, utilization statistics).

• A list of attributes that are available to be collected for the type of object and that conforms to the expected type of data. For the example of the Gateway Utilization monitor type, the attributes are:

– T1 CAS Utilization

– E1 CAS Utilization

– T1 PRI Utilization

– E1 PRI Utilization

– FXO Utilization

– FXS Utilization

– BRI Utilization

– E and M Utilization

When SSM agents create monitors, each monitor type functions as a definition or a template for creating a monitor.

Table 1-2 lists the monitor types that Service Statistics Manager provides.


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For the attributes—the statistics—associated with these monitor types, see Service Monitor Database Monitor Types and Attributes, page A-2 and Operations Manager File-Based Monitor Types and Attributes, page A-8.

How Does a Monitor Type Compare with an Attribute Set?Monitor types are named collections of attributes for a specific device type. See Devices and Associated Monitor Types, page A-1. Monitor types are used as templates for creating monitors. Monitor types are predefined in Service Statistics Manager.

Attribute sets include one or more monitor types, each with selected attributes. There are a few predefined attribute sets in Service Statistics Manager that you can select from when defining reports and SLAs. In addition, users with the privilege to do so can define attribute sets. For more information, see Configuring Attribute Sets, page 6-3. An SLA type is also an attribute set; see Adding an SLA Type, page 5-9.

Note Your license type controls whether you have access to the SLA tab.

Table 1-2 offers a comparison of monitor types and attribute sets.

Table 1-2 Service Statistics Manager Monitor Types

Service Monitor Monitor Types Operations Manager Monitor Types

Call Volume Monitor

Call Quality Monitor

Unified Communications Manager Performance Monitor

Unity Performance Monitor

Gateway Utilization Monitor

Trunk Utilization Monitor

System Utilization for Unified Communications Manager Monitor

System Utilization for Gateway Monitor

System Utilization for Unity

System Utilization for IPCC

IPSLA Data Jitter

IPSLA Ping Echo

IPSLA Ping Path Echo

IPSLA UDP Echo

IPSLA Gatekeeper Regarding Delay


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Table 1-3 Monitor Types and Attribute Sets

Aspect Monitor Type Attribute Set

Descriptive Name Defined by Service Statistics Manager User-defined

Attributes/Statistics to Collect

Defined by Service Statistics Manager User-defined

Monitoring Each relevant managed object is monitored.

User-selected managed objects (selected from list of relevant managed objects when defining an attribute set) are monitored.


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C H A P T E R2
Using Views
The Views tab displays an ordered group of thumbnails, each with a link to a full report or a detailed graph. You can launch reports, view graphs, or select another view to display. If you have the privilege to manage views, you can also create views and edit and delete them.

This section includes the following topics:

• Getting Started with Views, page 2-1

• Managing Report-Based Views, page 2-3

• Managing Graph-Based Views, page 2-5

• Working with Views, page 2-10

• Working with Graphs in a View, page 2-11

Getting Started with ViewsViews enable you to organize displays that present only the reports and graphs that you want to see. You can use different views to help you perform particular tasks, such as:

• Assess the overall status and level of voice service delivered to users.

• Determine which gateways, trunks, Cisco Unified Communications Managers, and Unified Communications Manager Express systems are the most heavily utilized.

• Identify misuse and exceptions in your phone system.

Access to views is controlled and configured through SSM Administration Console where user roles are defined. Your user role determines which views you can access and whether you can manage views (adding, editing, and deleting them). For more information, see Using the SSM Administration Console, page 7-1.

Each user has a home view that appears on the Views tab at login and each time the Views tab is selected. By default, your home view is based on your user role; however, you can select your own home view from those that are accessible to you. For more information, see Selecting Your Home View, page 6-2.

You can also select one view, called a Dashboard View, to be displayed at the top of the Reports tab. To select this view, see Selecting Your Dashboard View, page 6-1.

Table 2-1 lists default views that Service Statistics Manager provides.


Chapter 2 Using Views Getting Started with Views

Table 2-1 User Role Access to Default Views and the Reports in Each Default View

Default Views and User Role Access Reports Included in the View

Capacity Planner User Role

Capacity Planner Home

Note This is the default home view for the Capacity Planner user role.

Top 5 Gateways by Utilization—Monthly

Top 5 Trunks by Utilization—Monthly

Utilization Gateway Utilization—Daily

Gateway Utilization—Weekly

Gateway Utilization—Monthly

Voicemail Port Utilization Over Time—Daily

Voicemail Port Utilization Over Time—Monthly

Voicemail Port Utilization Over Time—Weekly

Trunk Utilization—Daily

Trunk Utilization—Weekly

Trunk Utilization—Monthly

Executive User Role

Call Duration Average Call Duration Across Clusters—Monthly

Call Duration Across Clusters—Monthly

Call Traffic Across Clusters—Monthly

Call Volume Call Volume Across Clusters—Monthly

Call Volume Over Time Across Clusters—Weekly

Call Traffic and Duration Across Clusters—Daily

Call Volume Across Clusters by Location—Monthly

Executive Home

Note This is the default home view for the Executive user role.

Call Volume Across Clusters—Monthly


Service Availability Across Clusters—Weekly

Service Quality Distribution Across Clusters—Monthly

Overall MOS Across Clusters—Monthly

Service Availability Call Completion Rate Across Clusters—Monthly


Top 5 Service Availability Across Clusters by Time—Monthly

Service Quality Distribution of Service Quality Across Clusters by Time—Monthly

Percentage Distribution of Service Quality Across Clusters by Time—Weekly


Service Quality Percentage Distribution Across Clusters—Monthly


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Chapter 2 Using Views Managing Report-Based Views

If you have the privilege to manage views, you can manage both report-based views and graph-based views. (See Managing Report-Based Views, page 2-3 and Managing Graph-Based Views, page 2-5.)

If you cannot manage views, you can still launch them, viewing the reports and graphs that they contain; for more information, see these topics:

• Working with Views, page 2-10

• Working with Graphs in a View, page 2-11

Managing Report-Based Views

Note If you have the privilege to manage views, you can also manage graph-based views. For more information, see Managing Graph-Based Views, page 2-5.

The following sections are included:

• Creating a Report-Based View, page 2-4

• Editing a Report-Based View, page 2-5

Operations User Role

Call Analysis Call Completion Rate Across Clusters—Monthly

Call Failure Summary—Daily

Distribution of Service Quality Across Clusters by Time—Monthly




Operations Home

Note This is the default home view for the Operations user role.

Call Completion Rate Across Clusters—Monthly

Call Service Quality Summary—Weekly

Traffic Summary—Hour of Day

Traffic Summary—Day of Week

Traffic Summary—Day of Month

Trunk Traffic Over Time

Performance Detailed Performance—Daily

Top N Top N Calls Based on Duration

Top N Dialed Numbers Based on Call Count

Top N Dialed Numbers Based on Call Duration

Top N Users

Table 2-1 User Role Access to Default Views and the Reports in Each Default View (continued)

Default Views and User Role Access Reports Included in the View


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Chapter 2 Using Views Managing Report-Based Views

• Deleting a Report-Based View, page 2-5

• Changing the Order of Reports in a View, page 2-4

Creating a Report-Based View

Note If you have the privilege to manage views, then you have unrestricted access to view reports and add them to and delete them from views, irrespective of your access to the reports.

Step 1 On the Views tab, click Create.

Step 2 On the Create View page:

a. View Title—Enter a unique name.

b. Select Report based View Type.

c. Select the number of columns (1, 2, 4) Layout Type.

d. Click Add Reports. The reports page appears.

Step 3 On the Reports page:

a. Select reports by selecting check boxes in the Select column or select the Select All check box. (Optionally, use the filters to retrieve the reports as required.)

b. Click Add to View. The Create View page appears, displaying the selected reports.

Step 4 Optionally, after you select reports, you can:

• Change the order in which the reports will be displayed. Click Order. See Changing the Order of Reports in a View, page 2-4.

• Delete reports from the view by selecting the checkbox in the Delete column and clicking Delete Selected. A confirmation window appears; click OK.

Step 5 Click Finish.

Note Reports get generated when added to views, if they are not generated by default.

Changing the Order of Reports in a ViewYou can modify the order of your reports so that the most important ones are at the top of the list and, consequently, displayed toward the top of the view. Perform this procedure from the Create View or Edit View page. (See Creating a Report-Based View, page 2-4 or Editing a Report-Based View, page 2-5.)

Step 1 Click Order. The Order reports in the view—<View Name> page is displayed.

Step 2 Highlight a report and use the arrow buttons to move it up or down.

Step 3 Click Apply to return to the previous page.


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Chapter 2 Using Views Managing Graph-Based Views

Editing a Report-Based View

Step 1 On the Views tab, select a view from the list.

Step 2 Click Edit. The Edit View page appears.

Step 3 Do any of the following:

• Optionally, update the report name.

• Delete reports from the view by selecting the check box in the Delete column and clicking Delete Selected. A confirmation window appears. Click OK.

• Reorder the reports by clicking Order. For more information, see Changing the Order of Reports in a View, page 2-4.

• Add reports by clicking Add Reports. The Reports page appears.

Note You will not be able to change the Layout Type (number of columns).

Step 4 If you are adding reports to the view, do this on the Reports page:

a. Optionally, use the filters to retrieve the reports as required.

b. Select reports by selecting check boxes in the Select column or select the Select All check box.

c. Click Add to View. The Create View page appears, displaying the selected reports.

Step 5 Click Finish after making the required changes.

Deleting a Report-Based View

Step 1 On the Views, tab, select a view from the list.

Step 2 Click Delete View. A confirmation window appears.

Step 3 Click OK. A confirmation message is displayed on the Views tab.

Managing Graph-Based Views

Note If you have the privilege to manage views, you can manage both graph-based and report-based views. For more information, see Managing Report-Based Views, page 2-3.

A graph-based view includes one or more custom graphs that you define while adding or editing a graph based view. The following sections are included:

• Creating a Graph-Based View, page 2-6

• Editing a Graph-Based View, page 2-7

• Editing a Graph in a Graph-Based View, page 2-8


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• Deleting a Graph from a View, page 2-10

• Deleting a Graph-Based View, page 2-10

• Changing the Order of Graphs in a View, page 2-10

Creating a Graph-Based View

Step 1 On the Views tab, click Create.

Step 2 On the Create View page:

a. View Title—Enter a unique name.

b. Select Graph based View Type.

c. Select the number of columns (1, 2, 4) Layout Type.

d. Select an Update Frequency.

e. Click Add Graph. A Custom Graphs page is displayed.

Step 3 Create the graph:

a. Select one graph type: Line, Area, X-Y, or Top N.

b. Optionally, select one group.

c. Select one or more monitor types.

d. Click Next. Monitored elements are displayed in list boxes at the bottom of the page in a new scrollable pane. There is one list box for each monitor type that you selected.

Note A monitored element is a device to which the monitor type applies. For more information, see Devices and Associated Monitor Types, page A-1.

e. Select one or more monitored elements from each list box, scrolling down until you reach the Apply button.

f. Click Apply. A page appears that displays attributes and additional options that you must specify to complete the graph definition.

Step 4 Select attributes and complete the graph definition:

a. Select attributes for each monitored element that you selected, up to the number of attributes specified at the top of each attribute list. (Of the attributes you select, there is a limit of two units of measure.) For more information, see Understanding the Attribute Selection (and Graph Options) Page, page 2-7.

b. Select a schedule. Only data collected during the time periods included on the schedule will be included in the graph.

c. Select one of these Graph Options:

– Show All Attributes on a Single Graph

– Show Each Monitor Element on a Separate Graph

– Show Each Attribute on a Separate Graph

d. Select Graph Duration—Select up to 3 months of data to include in the graph.

e. Enter a name for the graph.


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f. Click Add to View. The system updates the view details and returns to the Create page. Repeat the procedure to add more graphs to the view.

You can arrange the graphs to be displayed in a particular order. See Changing the Order of Graphs in a View, page 2-10.

You can delete a graph from the view. See Deleting a Graph from a View, page 2-10.

Step 5 Click Finish to save the view. The new view is available in the View list on the Views tab. After you select the view, the graphs are displayed as thumbnails on the Views page.

Understanding the Attribute Selection (and Graph Options) Page

When you create or edit a graph-based view, after you select the monitor types and the monitored elements, you must select the attributes to be graphed for each monitored element. The page presented to you to do so displays, for each monitored element that you selected, the following:

• A numbered heading—Identifies the monitored element; that is, the device. The number provides a running count of the monitored elements that you selected.

• A table with more device-specific information—Displays the IP address or DNS name and the name of the SSM agent that coordinates the monitoring of this device for the particular type of information in addition to other details.

• A table of attributes—Lists the attributes (the statistics, the information) for the device. The table heading displays the maximum number of attributes that you can select and the maximum number of units of measure.

Toward the bottom of the page—after the information for each monitored element is presented—you can select a schedule, select graph options, and provide the name and duration for the graph.

Editing a Graph-Based ViewTo edit a graph in a view, see Editing a Graph in a Graph-Based View, page 2-8.

To delete a graph from a view, see Deleting a Graph from a View, page 2-10.

To change View properties and add graphs to a View, use this procedure.

Step 1 From the Views tab, select a graph-based view and click Edit. The Edit Views page appears, displaying the list of graphs that are included in a table.

Step 2 You can change any of these:

• View Title—Enter a title.

• Layout Type—Select 1, 2, or 4 columns.

• Update Frequency—Select Daily, Hourly, or Manual.

• Graphs in View:

To delete graphs from the view, select them and click Delete Selected.; a confirmation window is displayed; click Close.

To change the order in which the graphs are displayed, click Order; for more information, see Changing the Order of Graphs in a View, page 2-10.

To add graphs to the view, complete Step 3 and Step 4.


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When you are done making changes, continue to Step 5.

Step 3 To add a graph to the view, click Add Graph. A Custom Graphs page is displayed.

a. Select one graph type: Line, Area, X-Y, or Top N.

b. Optionally, select one group.

c. Select one or more monitor types.

d. Click Next. Monitored elements are displayed in list boxes at the bottom of the page in a new scrollable pane. There is one list box for each monitor type that you selected.

Note A monitored element is a device to which the monitor type applies. For more information, see Devices and Associated Monitor Types, page A-1.

e. Select one or more monitored elements from each list box, scrolling down until you reach the Apply button.

f. Click Apply. A page appears that displays attributes and additional options that you must specify to complete the graph definition.

Step 4 Select attributes and complete the graph definition:

a. Select attributes for each monitored element that you selected, up to the number of attributes specified at the top of each attribute list. (Of the attributes you select, there is a limit of two units of measure.) For more information, see Understanding the Attribute Selection (and Graph Options) Page, page 2-7.

b. Select a schedule. Only data collected during the time periods included on the schedule will be included in the graph.

c. Select one of these Graph Options:

– Show All Attributes on a Single Graph

– Show Each Monitor Element on a Separate Graph

– Show Each Attribute on a Separate Graph

d. Select Graph Duration—Select up to 3 months of data to include in the graph.

e. Enter a name for the graph.

f. Click Add to View. The system updates the view details and returns to the Edit View page.


Editing a Graph in a Graph-Based ViewTo make other changes to a graph-based view, such as add graphs or change the order in which graphs are displayed, see Editing a Graph-Based View, page 2-7.

To edit an existing graph for a selected view, perform this procedure.

Step 1 From the Views tab, select a graph-based view and click Edit. The Edit Views page appears, displaying the list of graphs that are included in a table.

Step 2 Click the Edit link for the graph. A Custom Graph page displays the graph in a three-tabbed pane.


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Note If multiple graphs are defined, you can edit one or more of them, scrolling down until you find the graph that you want to edit.

Step 3 Select the Attributes tab for the graph and select different or additional attributes. The heading above the list displays the maximum number of attributes that you can select and the maximum number of units of measure.

Step 4 After you have changed attributes for each graph that you want to edit, click Generate Graph.

Step 5 Click Update in View. The Update in View window opens.

Step 6 Enter data in the Graph Name and Graph Duration fields if you want to make changes.

Step 7 Click Update in View. Service Statistics Manager confirms successful update.

Step 8 Click Close. Service Statistics Manager returns to Custom Graphs page.The view is updated. You can select the Views tab and select the view to see the result.

Alternatively, you can edit a graph-based view using this procedure.

Step 1 From the Views tab, select a graph-based view. The view is displayed.

Step 2 Click a graph thumbnail. A Custom Graph page displays the graph in a three-tabbed pane.

Note If you clicked the thumbnail for a report, a graph or a table or both are displayed.; a report graph is not displayed in a three-tabbed pane. To edit a report-based view, see Editing a Report-Based View, page 2-5.

Step 3 Select the Attributes tab for the graph and select different or additional attributes. The heading above the list displays the maximum number of attributes that you can select and the maximum number of units of measure.

Note If multiple graphs are defined, you can edit one or more of them, scrolling down until you find the graph that you want to edit.

Step 4 After you have changed attributes for each graph that you want to edit, click Generate Graph.

Step 5 Click Update in View. The Update in View window opens.

Step 6 If you want to change the graph name or duration, enter data in the Graph Name and Graph Duration fields.

Step 7 Click Update in View. Service Statistics Manager confirms successful update.

Step 8 Click Close. Service Statistics Manager returns to Custom Graphs page. The view is updated. You can select the Views tab and select the view to see the result.


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Chapter 2 Using Views Working with Views

Deleting a Graph from a View

Step 1 From the Views tab, select the view from the View list. The view is displayed.

Step 2 Click the Edit button. Graphs in the view are listed in a table in the lower portion of the window.

Step 3 In the table, select the Delete checkbox corresponding to the graph.

Step 4 Click Delete Selected. A confirmation message is displayed.

Step 5 Click OK.

Deleting a Graph-Based View

Step 1 On the Views tab, select the view from the View list. The view is displayed.

Step 2 Click Delete View. A confirmation window appears.

Step 3 Click OK. A confirmation message is displayed on the Views tab.

Changing the Order of Graphs in a ViewYou can modify the order of your graphs so that the most important ones are at the top of the list and, consequently, displayed toward the top of the view. Perform this procedure from the Create View or Edit View page. (See Creating a Graph-Based View, page 2-6 or Editing a Graph-Based View, page 2-7.)

Step 1 Click Order. The Order graphs in the view—<View Name> page is displayed.

Step 2 Highlight a graph and use the arrow buttons to move it up or down.

Step 3 Click Apply to return to the previous page.

Working with ViewsA view is a named collection of reports or custom graphs. Views provide rapid access to information, in an easy-to-interpret, concise manner. From a view, you can drill down into the data to gain insight to specific areas.

On the Views tab, select one view at a time from the View list. A thumbnail graph is displayed for each report or custom graph that is included in the view. When you choose a different View from the selection list, thumbnails change to reflect the new information. Views are either of the following:

• Report-based—Report-based views include graphs or tables or both for the monitor types, attributes, and monitors selected in the report definition. Service Statistics Manager defines many default reports; see Default Reports, page 3-16 and Understanding Reports, page 3-4. To define additional reports; see Managing Reports, page 3-20.


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Chapter 2 Using Views Working with Graphs in a View

• Graph-based—Graph-based views include custom graphs. The monitors and attributes included on these graphs are selected when defining the custom graph. See Managing Graph-Based Views, page 2-5 and Using Custom Graphs, page 4-1. If you have defined multiple graphs, an MG icon is displayed next to the thumbnail name.

Working with Graphs in a ViewThumbnails provide a high-level picture of each graph displayed in a view. Thumbnail views show Y-axis labels and are larger and easier to read. Gridlines appear only on graphs that have a single Y-axis. No gridlines appear on thumbnail views.

Note Due to the graphing tick policy, sometimes thumbnails may show 120% as the Y-axis maximum value (since the multiplication factor is 40), but the actual graph may show 100% as the maximum Y-axis value.

Click a thumbnail to open a window that displays more details and to continue to drill down to successively lower levels of underlying details.

If the thumbnail represents a custom graph, you can interact with the graph by choosing different parameters; see Understanding and Interacting with Custom Graphs, page 4-8. You can also print the graph using standard web browser print facilities.

Service Statistics Manager provides different graph format options: line, area, X-Y, and Top N. For more information, see Creating Custom Graphs, page 4-1.

Thumbnails display data from the last update, and may not always represent the most current data. To view recent data, click the thumbnail to display the graph and then click Generate Graph to update the graph. This applies only to graphs created for single monitor types.

Graph Labels

Graphs are labeled according to monitored attributes, source of data and the period that the graph covers. Labels are consistent throughout Service Statistics Manager.

Additionally, the source of the monitored data always appears within the description column of the table that appears beneath a custom graph.

Inverted Triangle Symbol

Figure 2-1 Inverted Triangle Symbol

The inverted triangle symbol is used as a placeholder and is displayed in the following conditions:

• Data for the entire period is not available for graphing.

• A graph is not generated before being added to a view. When you click the thumbnail to open the full-scale graph, you see that the Service Statistics Manager server is in contact with the resource (its name and location appear with the symbol and in the Description table below it). Once the server


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Chapter 2 Using Views Working with Graphs in a View

has had a chance to obtain data, the generated graph replaces the symbol on its next scheduled update. If a graph does not replace the symbol after the scheduled update period, the resource is not properly set up. Contact your Service Statistics Manager Administrator.


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C H A P T E R3
Using Reports
• Getting Started with Reports, page 3-1

• Understanding Reports, page 3-4

• Managing Reports, page 3-20

Getting Started with ReportsFrom the Reports tab, you can launch any report that has already been generated by clicking the hyperlinked report name. For more information, see Understanding Reports, page 3-4.

All reports are displayed in the reports table, including:

• Default reports—Include all applicable elements. For more information, see Default Reports, page 3-16.

• Default reports generated for a specific group of elements only—Include only elements that belong to the group; they are available if an admin user has done both of the following:

– Created a group.

– Enabled automatic report generation for the group.

For more information, see Managing Groups, page 7-3.

• Reports that you have created; reports that others have created (if they have chosen to share). For more information, see Managing Reports, page 3-20.

Understanding the Reports Tab

The Reports tab lists all reports defined in Service Statistics Manager and, for each report, provides a link to launch it if the report has been generated.

Note Reports are not generated when there has not been enough time to process data for the time period encompassed in the report (daily, weekly, or monthly). The report will be generated when data for a full day, week, or monthly, has been collected. Optionally, a user with the privilege to manage reports can edit the report and select Generate report immediately; however, this is not a suggested practice.

The Reports tab has two distinct portions:


Chapter 3 Using Reports Getting Started with Reports

• Filter area—Located above the report table. To find a report more quickly or to display only a certain type of report, fill in any of the fields above the report table and click Filter. The report table is displayed again with only reports that match the filter.

Note Create, Edit, and Delete buttons are also displayed above the report table if you have the privilege to manage reports.

• Report table—By default, all available reports are displayed. However, the actual display changes based on the filters that you apply. Report details are displayed under the following columns:

– Report Title—Name of the report; if the report has been generated, click the link to view it.

– Report Type—Report type on which the report is based; for a list of report types, see Table 3-3.

– Frequency—Frequency at which the report is generated: Daily, Weekly, or Monthly.

– Category—General or SLA.

Note SLA reports are available only if you have a Premium license.

– Schedule—The period for which data is considered for inclusion in the report. One of the following:

No Filter—No schedule was selected for the report. Data from all time periods is included for this report.

A schedule name—Service Statistics Manager provides default schedules 24x7 and Business Hours. (You can create additional schedules.)

24x7—Includes data collected throughout the day for the entire week (including Saturday and Sunday)

Business Hours—Includes data collected daily Monday through Friday from 8am to 5pm.

Mixed—Displayed for an SLA-based report; each SLA included in the report can have a different schedule.

Hyphen (-)—Displayed if the schedule is not applicable.

– Owner—User name of the report owner (user that created the report).

For more information, see the following topics:

• Adding a Comment to a Report, page 3-2

• Adding a Report to a View, page 3-3

• E-Mailing a Report, page 3-3

• Understanding the Report Header, page 3-3

• Viewing Subreports, page 3-4

• Viewing Legend Details, page 3-4

Adding a Comment to a Report

Step 1 Click the Add Comment icon (see Table 3-1). The Report Instance Comments window appears.

Step 2 Enter comments in the Comments box.


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Chapter 3 Using Reports Getting Started with Reports

Step 3 Enter a number in the Font size field.

Step 4 Click URL Tag and enter the URL.

Step 5 Select Show Comments at and select one of these: Top of the Page or Bottom of the Page.

Step 6 Click OK. A confirmation window is displayed.

Step 7 Click OK.

Adding a Report to a View Use the add to view icon (see Table 3-1).

Step 1 Click the add to view icon (see Table 3-1). The Add This Report to View window appears, displaying the report name.

Step 2 In the Add to View field, if you select:

• Create New View—Enter a name in the View Name field and select a number from the Layout Type list: 1, 2,or 4.

• An existing view, the view name appears in the View Name field; you will not be able to edit the Layout Type.

Step 3 Click Add To View. A confirmation window is displayed.

Step 4 Click Close.

E-Mailing a Report

Step 1 Click the mail this page icon. (See Table 3-1)

Step 2 Enter the e-mail address for the sender in the From field.

Step 3 The Subject field, by default, displays <Report Type> <Report Name>. You can update the subject.

Step 4 In the E-Mail Address field, enter one or more addresses for recipients separated by commas.

Step 5 Click Send. A confirmation window is displayed.

Step 6 Click Close.

Understanding the Report Header These report details are displayed at the top of the page or the bottom of the page, depending on the report definition:

• Report Type—The type of report, see Table 3-3.

• Report Period—Dates and duration of the report; for example, 2/14/2007-2/15/2007 (1day).

• Date Generated—Date. For example, 2/15/2007.


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Chapter 3 Using Reports Understanding Reports

• Group Filter—One of these: No Filter or the name of the group. For more information, see Managing Groups, page 7-3.

• Author—Username of the user who defined the report; for a default report (defined by Service Statistics Manager), the author is admin.

• Contact—Contact information as specified in the report definition; if there is no contact information—as is the case for default reports, a dash (-) is displayed.

• Report Frequency—Daily, Weekly, or Monthly.

• Schedule—One of these: No Filter or the name of a schedule.

Viewing SubreportsWhen viewing a report, continue to scroll down to see the graph (and table or both) that is displayed for each subreport. For more details, refer to the particular report.

Viewing CommentsAny comments added to the report are displayed at the top or the bottom of the report (as specified in the report configuration). Comments specified during report configuration are displayed in all instances of the report. To add an instance-specific comment, click the add comment icon.

Viewing Legend DetailsA report might include a graph, a table, or both. If a graph is included, hover your mouse over the Legend Details text beneath the graph to obtain more details.

Understanding ReportsReports are generated once daily.Upon successful report creation, each report displays a title bar that includes a series of icons. Table 3-1 lists the available options.

Table 3-1 Report Icons

Icon Name Description

Show Report Header To show report details. For more information, see Understanding the Report Header, page 3-3.

Hide Report Header To hide report details.

Report Instances To select a generated report instance.

Add Comment To add comment to the report. For more information, see Adding a Comment to a Report, page 3-2.

Add to View To add the report to the view. For more information, see Adding a Report to a View, page 3-3.


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Understanding Data Rollup and Data RetentionService Statistics Manager collects two types of data:

• Operations Manager file-based data—Monitors collect this data and aggregate it. This data is stored in the Service Statistics Manager database and, to optimize database storage and performance, this raw data is rolled up hourly for longer-term storage:

– Multiple data points gathered in an hour are rolled into a single data point. For example, if there are two data points for a monitor in an hour, at the end of each hour, these two data points are rolled up into a single data point.

– Rolled up data is also known as rate data. All available reports in Service Statistics Manager are based on rate data.

Note You can view raw data for the previous day only; to do so, create a custom graph or a graph in a graph-based view that includes only a single monitor type. See Managing Graph-Based Views, page 2-5 and Creating a Graph for a Single Monitor Type, page 4-6.

• Service Monitor database-based data—Monitors collect this data and deliver it as is to Service Statistics Manager. This raw data is stored in the Service Statistics Manager database; the data is not rolled up.

Data is retained in the database as follows:

• Operations Manager file-based data—Service Statistics Manager retains raw data for 8 days and retains rate data 90 days.

• Service Monitor database-based data—Service Statistics Manager retains this data for 30 days before purging it.

For more information, see Understanding Database Purging, page 8-1.

Generate Report To generate report immediately.

Note It is not recommended to do this on a regular basis. Service Statistics Manager generates reports daily.

Edit Report To edit the report. For more information, see Editing a Report, page 3-39.

Note Your user role determines whether you have privilege to perform this task.

PDF To view report as PDF.

CSV To export the report details to comma-separated value file.

Mail This Page To mail the report. For more information, see E-Mailing a Report, page 3-3.

Table 3-1 Report Icons (continued)

Icon Name Description


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Using a Call Failure Analysis ReportA Call Failure Analysis report summarizes call failure causes in a pie chart and a table. Each slice of the pie corresponds to a single failure cause. To see the number of occurrences of the failure and its percentage in the graph, place your cursor over a slice of the pie chart.

The table below the graph contains this information:

• Cause Code—Failure cause.

• Description

• Number of Occurrences—The table is sorted on this number of occurrences by default.

Display Options

By default, a graph (pie chart) and table are displayed.

Note A user with privilege to manage reports can edit the report to display only a graph, only a table, or both.

Drill Down from Call Failure Analysis Report

To drill down, click the graph. The drill down shows:

• A stacked bar graph that shows when call failures occurred within the time period covered by the report.

• A table that summarizes failure causes over time granularity. Each row represents the distribution of cause codes for the granularity. The columns in the table are:

– Time

– Cause—Codes <number of columns depend on the cause codes selected>—Number of calls that fall in a particular granularity, for the given cause code

– Total—Sum of all the calls across Cause Code selected, for a particular granularity

Using a Call Quality Summary ReportA Call Quality Summary report summarizes all calls based on their service quality for the report period. The report consists of a pie chart and a table. The pie chart shows the percentage distribution of calls in different service categories.

Service categories are predefined and they are categorized as:

• Good

• Fair

• Acceptable

• Poor

• NA (Not Applicable).

Note You can notice the following limitations with the CallQualityRanges link on Call Quality Summary reports:


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• If you click the CallQualityRanges link, a window opens on which you can configure call quality ranges. After you click Apply or Cancel, you will be sent to the Administration tab instead of being returned to the report. The report remains available in a separate window.

• If you create a PDF of the report and you click the CallQualityRanges link in the PDF file, a Page not found error is displayed in the browser.

• If you email the report and the recipient clicks the CallQualityRanges link, a Page not found error is displayed in the browser.

For more information, see Configuring Call Quality, page 6-8.

Note If you click the CallQualityRanges link on the reports page, after you click Apply or Cancel, you will be sent to the Administration tab. The report remains available in a separate window.

The table shows the number of calls in each service category and the duration of each call, displaying these columns:

• Quality of Service

• Number of Calls

• Percentage of Calls

• Duration

Display Options

By default, a graph and a table are displayed.


Drill Down

There is no drill-down for this report.

Using a Calls To/From Specified Number ReportThe Calls To/From Specified Number report summarizes calls to or from a specified phone number, displaying a table that includes these columns:

• Originating User—Directory number that the call came from.

• Time—When the call started.

• Duration—How long the call lasted.

• Category—Internal or incoming.

Display Options

A table is displayed.

Drill Down



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Using a Capacity Trend ReportA Capacity Trend report lists all monitor instance-attribute pairs that are predicted to violate thresholds in the specified time period. The threshold and the time period are configurable when creating or editing the report. The report displays a bar graph and a table.

The bar graph shows each instance-attribute pair that is predicted to violate the threshold in the specified time period as a bar on the Y axis based on the maximum number of bars specified while creating the report. The X axis shows the duration of violation (in days).

The table displays the time at which that each attribute is expected to violate the capacity threshold. The table is sorted with any instances that have already violated the threshold appearing first, followed by instances that are predicted to violate the threshold next. Figure 3-1 provides an example.

Figure 3-1 Example Capacity Trend Report

In Figure 3-1, three monitors have already violated the threshold condition and two monitors are predicted to violate the threshold condition in 3 days and 7 days.

Display Options


Drill Down

To drill down, click the link for a monitor instance in the table. A Graph Display page appears with a line graph; the Y axis shows attribute values and the X axis shows time. The line graph includes these lines:

• Threshold value—A solid line.

• Projected attribute values—A dotted line from the last data point to the threshold line. The intersection point is at the predicted violation time.

• Predicted violation time—A dotted line connects the intersection point (where the attribute value is predicted to hit the threshold) with the X axis.

For more information, see Understanding and Interacting with Custom Graphs, page 4-8.


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Using a Custom Graph ReportA custom graph report includes one or more custom graphs.The following types of graphs can be displayed:

• Line

• Area

• X-Y correlation

Depending on the report definition, custom graphs include data for one or more monitor types and one or more attributes.

Note No legend details are displayed in a Custom Graph report.

Display Options

One or more graphs is displayed.

Drill Down


Using a Group Aggregation ReportA Group Aggregation report gives the behavior of the selected attributes over the groups for the report period selected. It aggregates data for the selected attributes for all the elements belonging to the groups.

Note Groups are user-defined in Service Statistics Manager.

The columns in the table are:

• Group Name—Groups

• <One column for each selected attribute> with attribute name and attribute value.

Display Options



Drill Down

When you click on the graph and table entries, the Instance Aggregation report appears. For more information, see Using an Instance Aggregation Report, page 3-10.


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Using an Instance Aggregation ReportAn Instance Aggregation report gives the behavior of the selected attributes over the instances for the report period selected. The report aggregates data for the selected attributes for each of the elements. Each row in the report presents an element with selected attributes and values. The columns in the table are:

• Element Name—Name of a device


Display Options



Drill Down

When you click on the graph and table entries, the Time Aggregation Report appears. For more information, see Using a Time Aggregation Report, page 3-10.

Using a Time Aggregation ReportA Time Aggregation report provides the behavior of the selected attributes for the report period over the selected granularity. It aggregates data for the selected attributes for the aggregation granularity selected; for example by day. When you click on the graph, it drills down to the individual line graph.

The table gives the value for each of the selected attributes for the granularity. Each row represents the distribution of attributes for the granularity. The columns in the table are:

• Time—Time


Display Options



Drill Down

When Aggregate across all instances is selected, drilling down leads to a table that lists the instances. When you click the instance in the table, it will lead to a line graph for the given instance with the attributes, based on granularity of time.

When you do not select aggregate across all elements, drilling down takes you directly to the individual line graph. When you click a table entry, it drills down to an individual line graph.


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Using a Top N Dialed Numbers ReportA Top N Dialed Numbers report lists the top N phones that received calls. These phones were:

• Called the greatest number of times or

• Were engaged in conversation for the longest duration.

The table includes the following columns:

• Destination Number

• Total Calls to Destination Number

• Duration

Display Options


Drill Down

You can drill down from the destination extension numbers to view details of the calls placed to that particular number. A table is displayed that includes the following details of calls placed to the Top N Dialed Numbers:

• Originating User

• Time

• Category

• Duration

Using a Top N Calls ReportA Top N Calls report lists top calls based on duration of calls made from the source phone to any other phone. The table includes the following columns:


• Time

• Destination Number

• Duration

Display Options


Drill Down


Using a Top N Users ReportA Top N Users report lists top source phones (phones from which calls originated) based on total duration of all calls made from the phone to any other phone. The table includes the following columns:



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• Number of Calls

• Duration

Display Options


Drill Down


Using a Top N Performers ReportA Top N Performers report shows all attribute/monitor elements of a particular monitor type (Example Unified CM Performance) of a particular group (Example San Jose), in terms of the average value, low value, or high value over a specified time period in the form of a bar graph. Both the graph and the table are sorted on the average value.

The table includes these columns:

• Monitor Information

• Average

• High (if selected)

• Low (if selected)

Display Options



Drill Down

Drilling down from graph and table entries leads to the individual line graphs for the attribute/monitor element.

Using a Traffic Summary ReportA Traffic Summary report displays the distribution of calls belonging to different call categories as a stacked bar graph and in a table. One stack of the bar corresponds to a particular call category. When you highlight on the stacked bar graph, it shows the total number of calls for the given category, aggregated over the granularity.

The columns in the table vary based on the granularity, across available call categories. Each row in the table will correspond to time, based on the granularity of aggregation. By default Traffic Summary is sorted based on the time. The columns in the table are:

• Time—Time (description of granularity).

• Column Name <number of columns based on the Categories selected>—Number of calls that fall in a particular granularity, for the given call category.

• Total—Sum of all the calls across call categories selected, for a particular granularity.


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Display Options



Drill Down


Using an SLA Capacity Trend ReportAn SLA Capacity Trend report lists all SLA attribute pairs that are predicted to violate the SLA threshold during the specified time period.

Note Users can update SLA thresholds at any time. When an SLA report is generated, it measures against the latest threshold value.

This report displays the following information:

• Index

• SLA Name

• SLA Type

• Device

• Resource

• Schedule

• Threshold Capacity

• Days to Capacity

• SLA Details

Display Options

There are no display options for this report.

Drill Down

Click (the SLA Details icon) to view SLA Details. See Viewing SLA Details (Compliance Matrix Details Column), page 5-5.

Drill down on the monitor instance of SLA in the table to display a line graph for the selected attribute along with the threshold line. The line graph is projected using a dotted line from the last data point to the SLT line and the intersection point is at the predicted violation time. A dotted line from the intersection point to the X axis will also be present.

Note The thumbnail view for a SLA Capacity Trend report does not show an X-axis, if there are no SLAs that violate thresholds during the specified time.


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Using an SLA Compliance History Report


The SLA Compliance History report shows how SLAs have been performing, in terms of meeting SLA objectives.

Display Options


Drill Down

When you click on the graph, it drills down to SLA Health Summary Report. For more information, see Using an SLA Health Summary Report, page 3-15.

Using an SLA Compliance Matrix Report


An SLA Compliance Matrix report displays the compliance summary of selected SLAs including their current status. The report can be used to compare SLA performance details for different time periods chosen.


• SLA Name

• SLA Type

• Details

• History

• Objective

• Previous Day

• Week to Date

• Month to Date

• Quarter to Date

• Year to Date

Display Options


Drill Down

Click the SLA Details icon to view the SLA Details. See Viewing SLA Details (Compliance Matrix Details Column), page 5-5.


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Click the Graph icon under History to view the SLA Compliance History Report. See Using an SLA Compliance History Report, page 3-14.

Click the SLA Name link to drill down to details of that particular SLA. See Viewing the Compliance Matrix for a Specific SLA or SLA Instance, page 5-4.

Click the graph icon under Graph to view the graph.

Click Go to Custom Graph Generator to drill down to individual line graphs. See Understanding and Interacting with Custom Graphs, page 4-8.

Using an SLA Executive Summary Report


The SLA Executive Summary report is a Top N report. It presents a list of SLAs, sorted based on their performance. This report displays the following information:

• Index

• SLA Name

• SLA Type

• Objective

• Compliance

• Delta

• SLA Details

Display Options


Drill Down

Click the SLA Details icon to view the SLA Details.

When you click on the graph and table entries, it drills down to the SLA Compliance History Report Display screen. For more information, see Using an SLA Compliance History Report, page 3-14.

Using an SLA Health Summary Report


An SLA Health Summary report shows all SLA instances in order of worst (at the left) to best (at the right) in terms of violations over a specified time period.


• Index

• Device Information


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• Attribute

• Schedule

• Service Level Objective

• Violation Time

Display Options


Drill Down

This report drills down to individual line graphs.

Default ReportsTable 3-2 lists all default reports. For report type descriptions, see Table 3-3.

Table 3-2 Default Reports

Name Report TypeFrequency/Duration Subreports Included

Call Failure Summary—Daily Call Failure Analysis

Daily/Day Call Failure Summary for:

• User busy

• No user responding

Call Service Quality Summary—Weekly

Call Quality Summary

Weekly/ 7 Days

Call Service Quality Summary


Group Aggregation

Monthly/ 30 Days

Call Volume by Location


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Call Traffic and Duration Across Clusters

Instance Aggregation

Daily/Day Call Traffic (for All Elements)

Call Duration (for All Elements)

Detailed Performance—Daily Unified CM Performance (for All Elements)

Unified CM Utilization Performance (for All Elements)

Unified CM Ports Active (for All Elements)

Unified CM Channels Active (for All Elements)

Unified CM CTI Performance (for All Elements)

Unified CM Calls Attempted (for All Elements)

Voice Mail Active Calls (for All Elements)

Voice Mail Port Utilization (for All Elements)

Voicemail Port Utilization—Daily Voicemail Port Utilization (for All Elements)


Weekly/ 7 Days

Service Availability Across Clusters

Voicemail Port Utilization—Weekly

Voicemail Port Utilization (for All Elements)

Table 3-2 Default Reports (continued)



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Call Volume Across Clusters—Monthly

Instance Aggregation

Monthly/ 30 Days

Call Volume Across Clusters


Call Traffic Across Clusters


Call Duration Across Clusters

Average Call Duration Across Clusters—Monthly

Average Call Duration Across Clusters

Total Traffic Across Clusters—Monthly

Total Traffic Across Clusters

Total Duration Across Clusters—Monthly

Total Duration Across Clusters

Average Duration of calls Across Clusters—Monthly

Average Duration of Calls Across Clusters

Average Call Duration vs. Volume Across Clusters—Monthly

Call Duration Across Clusters

Call Volume Across Clusters

Failed Calls Across Clusters—Monthly

Failed Calls Across Clusters


Service Quality Distribution Across Clusters


Service Quality Percentage Distribution Across Clusters


Overall MOS Across Clusters


Call Completion Rate Across Clusters

Voicemail Port Utilization—Monthly

Voicemail Port Utilization (for All Elements)

IPSLA Test Statistics IPSLA Data Jitter Statistics

IPSLA Ping Echo Statistics

IPSLA Ping Path Echo Statistics

IPSLA UDP Echo Statistics

IPSLA Gatekeeper Reg Delay Statistics


Time Aggregation

Daily/Day Voicemail Port Utilization (for All Elements Aggregated Across Elements)

Trunk Utilization—Daily Trunk Utilization (for All Elements Aggregated Across Elements)




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Gateway Utilization—Daily Time Aggregation

Daily/Day Gateway Utilization (for All Elements Aggregated Across Elements)

Call Volume Over Time Across Clusters—Weekly

Weekly/ 7 Days

Call Volume Over Time Across Clusters


Percentage Distribution of Service Quality Across Clusters by Time


Voicemail Port Utilization (for All Elements Aggregated Across Elements)

Trunk Utilization—Weekly Trunk Utilization (for All Elements Aggregated Across Elements)

Gateway Utilization—Weekly Gateway Utilization (for All Elements Aggregated Across Elements)

Voicemail Port Utilization Over Time—Monthly

Monthly/ 30 Days

Voicemail Port Utilization (for All Elements Aggregated Across Elements)


Distribution of Service Quality (for All Elements Aggregated Across Elements)

Trunk Traffic over Time Trunk Traffic (for All Elements Aggregated Across Elements)

Trunk Utilization—Monthly Trunk Utilization (for All Elements Aggregated Across Elements)

Gateway Utilization—Monthly Gateway Utilization (for All Elements Aggregated Across Elements)

Top N Calls based on duration Top N Calls Weekly/ 7 Days

Top N Calls Based on Duration

Top N Dialed Numbers based on call duration

Top N Dialed Numbers

Top N Dialed Numbers (All Call Categories)

Top N Dialed Numbers based on call count

Top N Dialed Numbers (All Call Categories)

Top N Users Top N Users Top N Users (All Call Categories)

Top N Service Availability Across Clusters by Time—Monthly

Top N Performers

Monthly/ 30 Days

Top N Service Availability—All Categories—Based on Number of Completed Calls

Top N Trunks by Utilization—Monthly

Top N Trunk Utilization




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Chapter 3 Using Reports Managing Reports

Managing ReportsA user with privilege to manage reports can do the following:

• Create reports—When you create or edit a report, a report wizard presents three pages:

– Creating a Report—Page 1 of the Report Wizard (Initial Details), page 3-20

– Creating a Report—Page 2 of the Report Wizard (Specific Report Type Details), page 3-22

– Creating a Report—Page 3 of the Report Wizard (Display, Schedule, and E-Mail Options), page 3-38

• Edit reports—See Editing a Report, page 3-39.

• Delete reports—See Deleting a Report, page 3-40.

For more information, see these topics:

• Viewing Product License and Version, page 1-3.

• Managing User Roles and Privileges, page 7-8.

Creating a Report—Page 1 of the Report Wizard (Initial Details)

Step 1 Select Reports and click Create. The Create (Step 1 of 3)—Enter Report Details page appears.

Step 2 Enter the following:

• Name—Unique name for the report.

• Contact Information—Contact information of the report owner. For example, contact number or e-mail address.

Step 3 Select a report type from the Report Type list.

Top N Gateways by Utilization—Monthly

Top N Performers

Monthly/ 30 Days

Top N Gateway Utilization—E1 CAS Utilization

Top N Gateway Utilization—E1 PRI Utilization

Top N Gateway Utilization—T1 CAS Utilization

Top N Gateway Utilization—T1 PRI Utilization

Traffic Summary—Hour of Day Traffic Summary

Daily/Day Traffic Summary

Traffic Summary—Day of week Traffic Summary

Traffic Summary—Day of Month Monthly/ Month

Traffic Summary




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Note The report type that you select determines which options are presented on Page 2. For a list of each report type and a description, see Table 3-3.

Step 4 Click Next. The Page 2 window for creating or editing a report appears. See Creating a Report—Page 2 of the Report Wizard (Specific Report Type Details), page 3-22.

Table 3-3 Report Types

Report Types Explanation

Call Failure Analysis Summarizes selected call failure causes in a pie chart and a table. Each slice of the pie corresponds to a single failure cause.

Call Quality Summary Gives a percentage distribution of quality of calls with respect to total calls made.

Calls To/From Specified Number

Summarizes calls to or from a specified phone number.

Capacity Trends Lists all element-attribute pairs that are predicted to violate thresholds in the time period specified.

Custom Graph The graph-based report will provide an option to create a report equivalent to the custom graph generator. The graph types supported are Line, Area and X–Y correlation graph.

Group Aggregation Aggregates data for an attribute (Example Number of Calls—Internal) of a given monitor type (Example Call Volume), for all the elements belonging to a particular group (Example Location) and behavior across groups.

Note All groups are user-defined. To create a Location group, see Managing Groups, page 7-3.

Instance Aggregation Aggregates data for an attribute (Example Number of Calls—Internal) of a given monitor type (Example Call Volume), for each element selected and behavior across instances.

Time Aggregation Aggregates data for an attribute (Example Number of Calls—Internal) of a given monitor type (Example Call Monitor by Manager) for the aggregation granularity selected (Example by Day) and behavior over time.

Top N Calls Lists top N calls by duration.

Top N Dialed Numbers Lists the top N phones, the phones for which one of the following was true:

• Called the most number of times.

• Engaged in conversation for the longest duration.

Top N Performers For a given attribute (for example, Number of Calls—Internal) of a monitor type (for example, Call Volume), this report lists the top N or bottom N elements of the selected monitor type. See Top N Performers Report, page 3-33.


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Creating a Report—Page 2 of the Report Wizard (Specific Report Type Details)The information that you must enter during this step varies based on the report type that you selected in Creating a Report—Page 1 of the Report Wizard (Initial Details), page 3-20:

• Call Failure Analysis Report, page 3-23

• Call Quality Summary Report, page 3-25

• Calls To/From Specified Number Report, page 3-25

• Capacity Trend Report, page 3-26

• Custom Graph Report, page 3-27

• Group Aggregation Report, page 3-28

• Instance Aggregation Report, page 3-29

• Time Aggregation Report, page 3-30

• Top N Calls Report, page 3-31

• Top N Dialed Numbers Report, page 3-32

• Top N Users Report, page 3-33

• Top N Performers Report, page 3-33

• Traffic Summary Report, page 3-34

• SLA Capacity Trend Report, page 3-35

• SLA Compliance History Report, page 3-35

• SLA Compliance Matrix Report, page 3-36

• SLA Executive Summary Report, page 3-36

Top N Users Lists top N phones that were used to place a call and were in conversation for the longest duration. See Top N Users Report, page 3-33.

Traffic Summary Gives the distribution of calls belonging to different call categories, over time, as a stacked bar graph and table. See Traffic Summary Report, page 3-34.

SLA Capacity Trend Lists all SLA–attribute pairs that are predicted to violate the SLA threshold in the specified time period. See SLA Capacity Trend Report, page 3-35.

SLA Compliance History Shows how SLAs have been performing, in terms of meeting SLA objectives. See SLA Compliance History Report, page 3-35.

SLA Compliance Matrix Gives the compliance summary of selected SLAs. See SLA Compliance Matrix Report, page 3-36.

SLA Executive Summary This is a Top N report. It presents a list of SLAs, sorted based on their performance. See SLA Executive Summary Report, page 3-36.

SLA Health Summary Shows all SLA instances (in order of worst at the left to best at the right) in terms of violation over a specified time period. See SLA Health Summary Report, page 3-37.

Table 3-3 Report Types (continued)


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• SLA Health Summary Report, page 3-37

Understanding the Use of Color on Graphs in Reports

In many cases, on page 2 of the report wizard, you select attributes to include in the report. As you select an attribute, a color is assigned to it that will be used to represent the attribute on the graph shown in the report. If you select one attribute, dark green is assigned to the attribute. If you select more than one attribute, colors are assigned to the selected attributes in the following sequence:

• Dark Green

• Red

• Orange

• Light Purple

• Medium Blue

• Gray

• Cyan

• Teal

• Brown

• Light Green

• Yellow

• Pink

Call Failure Analysis Report

In the upper half of this window, define one or more subreports. As you define subreports, they are displayed in the lower half of the window where you can:

• Change the order in which they will be displayed

• Delete them.

Add one or more subreports using this procedure.

Step 1 Select the filter that can best produce the list of phones that you want to include in the report. See Selecting Filters to Retrieve Phones for Reports, page 3-24.

Step 2 Select one or more cause codes using the Ctrl and Shift keys to make multiple selections.

Note Only cause codes that indicate a type of failure are displayed. Cause codes conform to ITU specification Q850 or, if specified by Cisco, are noted.

Step 3 Complete the subreport by:

a. Entering a name in the Subreport Title Field.

b. Clicking Add Subreport. The subreport definition appears in the Added Subreport Section where you can:

– Move it up or down in order by using the arrow keys at the right.

– Select it and delete it by clicking Delete.

Step 4 Repeat steps 1 through 3 until you have added all desired subreports.


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Step 5 Click Next. The Page 3 window for creating or editing a report appears. See Creating a Report—Page 3 of the Report Wizard (Display, Schedule, and E-Mail Options), page 3-38.

Selecting Filters to Retrieve Phones for Reports

When you create or edit a report, you can apply filters so that only certain phones will be included for these report types:

• Call Failure Analysis

• Call Quality Summary

• Top N Dialed Numbers

• Top N Calls

• Top N Users

• Traffic Summary

Step 1 Select one of the following filters:

• No Filter—Include any phone in the report.

• Phone Groups—Select a phone group to include only those phones that belong to the selected phone group. (A phone group can contain specific phone numbers, a range of phone numbers or regular expressions that filter out phone numbers that not matching the expression. For more information, see Configuring Phone-Based Groups, page 6-7.)

• Phone Numbers—Enter a phone number or an expression to include only phone numbers that match the specified expression.

• Filter by Cluster—When you select Filter by Cluster, you must also select one of these:

– Group Filter—Select a group. Only those clusters that belong to the selected group will be used to filter phones considered for report processing.

– Select Elements—Select one or more elements; only those clusters that you select will be used to filter phones used for report processing.

Selecting Elements for a Subreport

Step 1 Select Filter by Cluster and select Select Elements. The list of elements remains empty.

Step 2 Click Add. The Select Element(s) to add window appears displaying a list of elements for which data is being collected for this report type. For more information, see Devices and Associated Monitor Types, page A-1.

Step 3 Select one or more elements using the Ctrl and Shift keys to make multiple selections.

Step 4 Click Add and click Close. The selected elements appear in the list.


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Call Quality Summary Report



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Step 2 Select one of the following:

• Consider All Call Categories

• Consider Selected Call Categories—If you select this radio button, call categories are displayed. Select one or use the Ctrl and Shift keys to make multiple selections.








Calls To/From Specified Number Report



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Step 1 Select one:

• Calls Made To

• Call Made From

Note To report on calls made to a specified number and calls made from the same number, create two subreports: one with calls to the number and another with calls from it.

Step 2 Enter an extension number in the Extension field.



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• Consider All Call Categories

• Consider Selected Call Categories—If you select this radio button, call categories are displayed. Select one or use the Ctrl and Shift keys to make multiple selections.

Note If you selected Calls Made To, available categories include Incoming and Internal only. If you selected Calls Made From, additional categories are displayed.








Capacity Trend Report

Step 1 Specify Group Selection by selecting one of these:

• No Filter—Include all applicable instances in the system.

• Selected Groups—If you select this, select one or more groups from the Available Groups list and transfer them to the Selected Groups list. You can use the Search option to find the groups that you want to select.

Step 2 Specify the attributes to trend in the report, by selecting one of these:

• Single Attribute—Limit the report to a single attribute for one monitor type. Monitor types are listed independently from the group selected previously.

• Attribute Set—(Default option) Limit the report to only those attributes present in an attribute set, a named collection of attributes, that will be used for generating this report. Do one of the following:

– Select an existing attribute set. If you want to update the attribute set, click Edit.

– Define a new attribute set. To do so, click New.

Step 3 To specify the Capacity Threshold, select Above or Below and enter the threshold value.

Step 4 Specify the Report Options:

• Hide Attribute Name Column—If this option is selected, the Attribute column is not listed with the report.

• Show instance which will violate in the next—This is the forecast period. Any instance that is predicted to violate capacity thresholds in this time period appears in the report. Any violations outside this forecast period will not be considered. By default, 7 days is selected.

• Use Data for the Last—This option governs the data points to be used for forecasting. Default value is 14 days.


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• Maximum Number of Bars in Graph—Specify the maximum number of bars to be displayed in the bar graph. Maximum number of bars cannot exceed 20. Default value is 20.


Custom Graph Report



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Step 1 Select the Graph Type.

Step 2 Select the attributes to graph:

a. Click Add to add the attributes. See Selecting Elements to Include in a Custom Graph Report, page 3-27.

b. Use the Clear button to discard all selections and start over.

Step 3 If you want to include data for a specific period only, select a schedule other than No Filter (default) by doing one of the following:

• Select an existing schedule. To update it, click Edit (see Editing a Schedule, page 5-13).

• Create a new schedule by clicking New (see Adding a Schedule, page 5-12).








Selecting Elements to Include in a Custom Graph Report

When creating a custom graph report one of the following windows is displayed:

• Select Elements for Line Graph

• Select Elements for Area Graph

• Select Elements for X-Y Graph

Use this procedure to select elements for line, area, or X-Y graph.


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Step 1 Optionally, select a group.

Step 2 Select one or more from the Monitor Type list.

Note For an X Y Correlation graph, select only one monitor type.

Step 3 Click Next. One or more Monitor Element lists appear on the page. For a line graph or an area graph, one Monitor Element list appears for each Monitor Type that you selected.

Step 4 Select one or more elements from each Monitor Element list.

Note For an X Y Correlation graph, select one element from each list.

Step 5 Click Apply. The window is refreshed, presenting to you for each monitored element that you selected, the following:

• A numbered heading—Identifies the monitored element; that is, the device. The number provides a running count of the monitored elements that you selected.

• A table with more device-specific information—Displays the IP address or DNS name and the name of the SSM agent that coordinates the monitoring of this device for the particular type of information in addition to other details.

• A table of attributes—Lists the attributes (the statistics, the information) for the device.

Note The table heading displays the maximum number of attributes that you can select and the maximum number of units of measure.

Step 6 Select attributes for each monitored element, bearing in mind the maximum number of attributes and units of measure.

Step 7 Click Add Elements at the bottom of the page. You are returned to Custom Graph Report, page 3-27.

Group Aggregation Report



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• Show Only Graph—If selected, select a Graph Type: Line, 2D Bar, 3D Bar, 2D Stacked Bar, or 3D Stacked Bar.

• Show Only Table.

• Show Table along with Graph—If selected, select a Graph Type: Line, 2D Bar, 3D Bar, 2D Stacked Bar, or 3D Stacked Bar.


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Step 2 Select a Monitor Type. For the selected monitor type, the associated groups are dynamically populated under Available Groups.


• No Filter—Include all groups to which the monitor is associated.

• Selected Groups—If you select this, select one or more groups from the Available Groups list and transfer them to the Selected Groups list. You can use the Search option to find the groups that you want to select.

Step 4 Select attributes from the Available Attributes list and transfer them to the Selected Attributes list.

Step 5 To display the data as a percentage distribution for the selected attributes, select Select Aggregate Data as Percentage of the Selected Attributes.








Instance Aggregation Report



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Step 1 Select one of the following




Step 2 Select a Monitor Type.


• Select Consider All Elements of <the monitor type>.

• Group Filter—If you select this option and select a group, only those elements that belong to the selected group will be considered for report processing.

• Selected Elements—If you select this option, the list of elements remains empty. Do the following:


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– Click Add. The Select Element(s) to add window appears displaying a list of elements for which data is being collected for this report type. For more information, see Devices, Monitor Types, and Attributes, page A-1.

– Select one or more elements using the Ctrl and Shift keys to make multiple selections.

– Click Add and click Close. The selected elements appear in the list.

Step 4 To display data as a percentage distribution for the selected attributes, select Select Aggregate Data as Percentage of the Selected Attributes.









Time Aggregation Report



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Step 1 Select one of the following




Step 2 Select a Monitor Type.


• Select Consider All Elements of <the monitor type>.

• Group Filter—If you select this option and select a group, only those elements that belong to the selected group will be considered for report processing.

• Selected Elements—If you select this option, the list of elements remains empty. Do the following:

– Click Add. The Select Element(s) to add window appears displaying a list of elements.

– Select one or more elements using the Ctrl and Shift keys to make multiple selections.


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– Click Add and click Close. The selected elements appear in the list.


Step 5 Select Aggregate Data Across All Elements. For the selected aggregation granularity, all the instances will be aggregated. This option is available only when the Selected Elements option is selected.

Note A maximum of 12 instance-attribute pairs will be displayed on line and bar graphs. If you selected multiple attributes and you deselect Aggregate Data Across All Elements, some of the instance-attribute pairs might not be displayed.

Step 6 To display data as a percentage distribution for the selected attributes, select Select Aggregate Data as Percentage of the Selected Attributes.







Step 9 Select Report Options—Report can be generated based on aggregated data collected. Data can be generated by selecting the Hour, Day, Week or Month option.


Top N Calls Report



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• Consider All Call Categories.

• Consider Selected Call Categories—If you select this, all categories are displayed; select one.

Step 3 For Show Top N, select from 1 to 15 to include the desired number of most dialed numbers.





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Step 6 Click Next. The Step 3 window for creating or editing a report appears. See Creating a Report—Page 3 of the Report Wizard (Display, Schedule, and E-Mail Options), page 3-38.

Top N Dialed Numbers Report



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• Consider Selected Call Categories—If you select this, all categories are displayed; select one.

Step 3 For Show Top N, select from 1 to 15 to include the desired number of most dialed numbers.

Step 4 Optionally, select one or more of the following:

• Called numbers more than N times—Enter the number.

• Duration longer than N mins—Enter the number of minutes.

Step 5 For Sort Subreport by, select one of the following:

• Call Duration—Sort by length of call.

• Call Count—Sort by number of times called.









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Top N Users Report



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• Consider Selected Call Categories—If you select this, categories are displayed; select one.

Step 3 For Show Top N, select from 1 to 15 to include the desired number of users.








Top N Performers Report



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Complete the Subreport Selection to group together relevant data and divide the report into sub sections.

Step 1 Select a Group—Use this filter to generate reports based only on instances present in the selected group.

Step 2 Select the attribute to report on:

• Select the monitor type from the first list

• Select the attribute from the second

Step 3 Select the type: Top N or Bottom N.

Step 4 Select the number of bars up to a maximum of 15.

Step 5 Select the values to display:


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• High—Selected by default for Top N report type.

• Average—Selected by default for Top N and Bottom N types.

• Low—Selected by default for Bottom N report type.


• Show Graph only

• Show Table only

• Show both Graph and Table








Traffic Summary Report



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• Consider Selected Call Categories—If you select this, call categories are displayed; select one.








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SLA Capacity Trend Report

Step 1 Specify the SLAs to be considered while generating the report. A single SLA name or multiple SLA names can be selected. Select one of the following:

• All SLAs—Use the SLA Type filter to select the SLA Types. This filter is available only when all SLAs are being considered for the report. Click New to add an SLA type or Edit to edit the existing SLA type.

• Selected SLAs—Select the SLA to be considered from the Available SLAs box and transfer to the Selected SLAs box. Use the Ctrl and Shift keys to make multiple selections. Alternatively, use the Search For box to locate a specific SLA.

Step 2 Complete the Report Options section:

• Hide Resource Column—Select this option if you do not want the Resource column to display in the report.

• Show instance which will violate in next—This is the forecast period. Any instance predicted to violate the SLA threshold in this time period appears in the report. Any violations outside this forecast period are not considered.

• Use Data for the last—Specify the time period for which data points are to be used for forecasting.

• Maximum number of bars in graph—Specify the maximum number of bars that are to be displayed in the bar graph.


SLA Compliance History Report


• All SLAs—Use SLA Type filter to select the SLA Types. This filter is available only when All SLAs are being considered for the report. Click New to add a SLA Type or Edit to edit the existing SLA Type.


Step 2 Complete the Report Options by specifying the granularity for bars displayed in the graph. Select one of these for Show Data Broken Down by: Day, Week, Month, Quarter.



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SLA Compliance Matrix Report




Step 2 Complete the Report Options:

• Hide SLA Type Column—Select this option if you do not want the SLA Type column to be listed in the report.

• Show Icons Instead of Numbers for SLA Compliance Values—Select this option to display icons instead of numbers to depict SLA compliance values.

• Select one or more history periods to display in the report:

– Previous Day—Select this option to create the report based on SLA compliance values of the previous day.

– Previous Week—Select this option to create the report based on SLA compliance values of the previous week.

– Previous Month—Select this option to create the report based on SLA compliance values of the previous month.

– Week to Date—Select this option to create the report based SLA compliance values of the last seven days, excluding the current day.

– Month to Date—Select this option to create the report based on SLA compliance values collected over the past thirty days, excluding the current day.

– Quarter to Date—Select this option to create the report based on SLA compliance values of the past three months, excluding the current day.

– Year to Date—Select this option to create the report based on data collected over the past one year.


SLA Executive Summary Report





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• Sort Criterion—Specify the sort (Best/Worst) criteria. Based on this selection, either the best performing SLAs or the worst performing SLAs (among the selected SLAs) will be graphed from left to right.

• Sort Based on—Specify the sort criterion (absolute/delta) to be used when calculating the SLA performance. Absolute implies that the actual compliance values for the SLA over the specified time period will be used for reporting. Delta implies that the difference between the compliance objective and the compliance value for the SLA over the specified time period will be used for reporting.

• Max. No. of SLAs—This is the maximum number of SLAs that will be displayed in the graph. Maximum supported number is 20.

• Show All SLAs in Table—Select/clear the check box to enable/disable the option to show all SLAs in the table. If the check box is clear, then only details of SLAs present in the graph are displayed in the table.


SLA Health Summary Report



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Step 1 Select SLA—Select the SLA.

Step 2 To include all instances, select Show All Instances.

Step 3 To display a summary bar graph, select Show Graph Along with Table.

Step 4 Select the columns to be displayed in the report.








• Show Only Rows with Duration Greater than—Select to view only those violations greater than the specified time period. This option is applicable only for subreports added without selecting the Show All Instances option.

• Flag Rows with Duration Greater than—Select to flag rows in the generated report table based on the specified criteria.


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• Maximum Number of Entries to Be Displayed in Table—Enter the maximum number of instances to be displayed in the table.


Creating a Report—Page 3 of the Report Wizard (Display, Schedule, and E-Mail Options)

On the Create Report Screen (Step 3 of 3), complete this procedure.

Step 1 Enter Report Display Options

• Number of Rows per Page (applicable for tables)—Enter the number of rows to be displayed on a single page.

• Show Report Details at—Select this check box to display report details. Additionally, specify the location (top or bottom of the page) to display the report details.

• Show Comments at—Select this check box to view Global comments and Report Instance Comments on the report. Additionally, specify the location (top or bottom of the page) to display comments. If you add text to the Global Comments field, this option is selected automatically. If you do not select this option while creating a report but specify comments for a report instance, then the selections made on the Report Instance Comments window are automatically applied here.

• Global Comments—Use this field to type in any information/content that you want to associate with the report. If you select the Show Comments at option, comments that you enter here are displayed on all instances of the report. Global comments always precede report instance comments.

• Choose the font size for display of comments. Click URL Tag to enclose URLs, which are part of comments, in tags. This creates hyperlinks for URLs in report comments.

Step 2 Enter E-Mail Options

• Enter E-Mail Address—Specify the e-mail ID to send the report to via e-mail. Additionally, you can select the format (in which the report needs to be sent) from the list. Currently HTML and PDF formats are supported.

• Click Add to add the e-mail ID and e-mail format.

All applicable e-mail IDs and their associated e-mail formats are listed in the E-Mail Addresses box. Repeat the procedure to add more e-mail IDs and mail preferences.

Step 3 Select the schedule options:

a. Select one of these times to generate the report:

– Scheduled—This option saves the report in the system and schedules it for generation based on the report frequency.

– On Demand—Displays the generated report based on the specified inputs. When selected, additional fields become accessible; from them, select either a predefined time period from the list or use the From and To fields to define any other period.

b. Select from the Schedule list the schedule during which the data that you want to include was recorded:

– No Filter—Any time.


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– 24x7—24 hours and 7 days a week.

– Business Hours—9 to 5 Monday through Friday.

Note Additional schedules might be defined. You can edit a schedule by click Edit (see Editing a Schedule, page 5-13) or create a new schedule by clicking New (see Adding a Schedule, page 5-12).

c. Select the number of days number of days to be included in to be included in the report from the Report Period list.

Note This field is not available for SLA Capacity Trend, SLA Compliance Matrix, and Capacity Trend report types.

d. Select how often to generate the report from Report Frequency—Select one: Daily, Weekly, or Monthly.

e. Select sharing options—Select one of these:

– Share This Report with Everybody

– Share This Report with My User Group

Note User groups correspond to user roles. All users with the same role form a user group.

– Do Not Share This Report

f. If you want to generate this report immediately, select the Generate This Report Immediately After Adding to the Schedule check box and then click Generate.

Editing a Report See the following topics:

• Editing a Report—Page 1: Updating Initial Report Details, page 3-39

• Editing a Report—Page 2: Updating Report Type-Specific Details, page 3-40

• Editing a Report—Page 3: Updating Display, E-Mail, and Schedule Options, page 3-40

Editing a Report—Page 1: Updating Initial Report Details

Step 1 Select the Reports tab.

Step 2 In the table, select check box for a report and click Edit. The Edit (Step 1 of 3)—Enter Report Details page appears.

Step 3 Update any of the following:

• Name—Unique name for the report.

• Contact Information—Specify the contact information of the report owner. For example, Contact number, e-mail address and so on.


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Step 4 Select a report type from the Report Type list.

Note The report type that you select determines which options are presented during Page 2. For a list of each report type and a description, see Table 3-3.

Step 5 Click Next. Page 2 of the report wizard appears. See Editing a Report—Page 2: Updating Report Type-Specific Details, page 3-40.

Editing a Report—Page 2: Updating Report Type-Specific Details

When you edit a report, the data that appears on page 2 of the report wizard varies with the report type that you selected on page 1. These topics describe performing step 2 of the report wizard:

• Call Failure Analysis Report, page 3-23

• Call Quality Summary Report, page 3-25

• Calls To/From Specified Number Report, page 3-25

• Capacity Trend Report, page 3-26

• Custom Graph Report, page 3-27

• Group Aggregation Report, page 3-28

• Instance Aggregation Report, page 3-29

• Time Aggregation Report, page 3-30

• Top N Dialed Numbers Report, page 3-32

• Top N Calls Report, page 3-31

• Top N Users Report, page 3-33

• Top N Performers Report, page 3-33

• Traffic Summary Report, page 3-34

• SLA Capacity Trend Report, page 3-35

• SLA Compliance History Report, page 3-35

• SLA Compliance Matrix Report, page 3-36

• SLA Executive Summary Report, page 3-36

• SLA Health Summary Report, page 3-37.

Editing a Report—Page 3: Updating Display, E-Mail, and Schedule Options

Step 3 of the report wizard for editing a report is very like step 3 when creating a report. For more information, see Creating a Report—Page 3 of the Report Wizard (Display, Schedule, and E-Mail Options), page 3-38.

Deleting a Report

Step 1 Select the Reports tab.


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Step 2 In the table, select one or more check boxes for reports and click Delete. A confirmation window is displayed.

Step 3 Click OK.

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C H A P T E R4
Using Custom Graphs
• Getting Started with Custom Graphs, page 4-1

• Creating Custom Graphs, page 4-1

• Understanding and Interacting with Custom Graphs, page 4-8

Getting Started with Custom GraphsCustom graphs enable you to generate graphs for resources that are monitored by Service Statistics Manager. Custom graphs offer flexibility. You select a combination of monitor types, monitor elements, and attributes to correlate data effectively. For example, you can create graphs with data from:

• A single monitor type comparing one or more attributes across monitor elements.

• Multiple monitor types, comparing a single attribute from each but viewing the statistics from multiple sites.

Custom Graphs that focus on a single monitor type enable you to view raw data for the previous day a single monitor type. See Creating a Graph for a Single Monitor Type, page 4-6.

Custom Graphs that focus on a multiple monitor types enable you to compare data across sites. See Creating Graphs for Multiple Monitor Types, page 4-7.

Creating Custom GraphsWhen you click Custom Graph on Service Statistics Manager, you can choose from the following format options for creating your graph:

• Line Graphs—Used most commonly.

• Area Graphs—Use when creating a graph for a single monitor element and a single attribute.

• X-Y Graphs—Use to correlate two metrics.

• Top N Graphs—Compare Top N or Bottom N resources for a single monitor type.

Creating Line GraphsLine graphs are the most common type of graphs that plot linear relationships.


Chapter 4 Using Custom Graphs Creating Custom Graphs

Figure 4-1 Line Graph Icon

Step 1 Select the Custom Graphs tab.

Step 2 Select the line graph icon as the graph type.

Step 3 Select a group filter.


Step 5 Click Next. One ore more monitor element lists appears, displaying a list of resource instances available for each monitor type that you chose.

Step 6 Select monitor elements.

Step 7 Click Apply. The Custom Graphs (Line Graphs) page appears.

Step 8 Select the attributes to plot. Separate attributes are available for each selected monitor.

Step 9 From the Schedule list, select the schedule during which the data that you want to include was recorded:

• No Filter—Any time.

• 24x7—24 hours and 7 days a week.

• Business Hours—9 to 5 Monday through Friday.


Step 10 Select one of the following graph options:

• Show All Attributes on a Single Graph

• Show Each Monitor Element on a Separate Graph

• Show Each Attribute on a Separate Graph

Step 11 Click Generate Graph. A graph appears on the lower part of the page.

Step 12 If more than one graph was generated, you can view additional graphs scrolling down. Use the paging icons to move the time window backward or forward. You can change the parameters here, or use the icons located to the right of the graph to perform other functions. See Understanding and Interacting with Custom Graphs, page 4-8 for information about these icons.

Creating Area GraphsArea graphs are specialized line graphs. However, they can plot a graph for only a single instance and single attribute.


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Figure 4-2 Area Graphs Icon


Step 2 Select the area graph icon as the graph type.



Step 5 Click Next. One ore more monitor element lists appears, displaying a list of resource instances available for each monitor type that you chose.

Step 6 Select Monitor Elements.

Step 7 Click Apply. The Custom Graphs (Area Graph) page is displayed.

Step 8 Select the attributes to plot. Separate attributes are available for each selected monitor.






Step 10 Select one of the graph options:

• Show All Attributes on a Single Graph

• Show Each Monitor Element on a Separate Graph

• Show Each Attribute on a Separate Graph

Step 11 Click Generate Graph. A graph appears in the lower half of the page.

You can change the parameters here, or use the icons located to the right of the graph to perform other functions. See Understanding and Interacting with Custom Graphs, page 4-8 for information about these icons.

Creating X-Y GraphsUse X-Y graphs to show a correlated view of two metrics. An X-Y graph is especially useful for related metrics where the dependency is not very clearly known. Displaying this graph over a period of time can give you a visual representation of the relationship. A good example for online stores may be to correlate a business metric (like $s per hour) with web server performance. This allows IT groups to justify performance improvements on IT hardware/software.

All such scenarios, where the relationship between two metrics needs to be qualified, are appropriate for X-Y graphs.


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Figure 4-3 X-Y Graphs Icon


Step 2 Select the X-Y graph icon as the graph type.


Step 4 Select more than two from the Monitor Type list.

Step 5 Click Next. Two monitor element lists appear, displaying a list of resource instances available for each monitor type that you chose.

Step 6 Select a monitor element for the X axis and another for the Y axis.

Step 7 Click Apply.

Step 8 On the Custom Graphs (X-Y Graphs) page, select attributes to plot, selecting one for each axis, X and Y.






Step 10 Click Generate Graph(s). A graph appears on the bottom half of the page.

You can change the parameters on Graph Display page, or use the icons located to the right of the graph to perform other functions. See Understanding and Interacting with Custom Graphs, page 4-8 for information on these icons.

Creating Top N Graphs A top N graph is a Pareto bar graph used to compare Top N (or Bottom N) resources.

Figure 4-4 Top N Graphs Icon

Top N graphs compare monitored resources based on a common measurement. The resulting Pareto bar chart includes resources with the highest average (based on the common measurement). Service Statistics Manager Administrator sets the number of bars in the graph. The number of bars (N) is limited to 15 items per thumbnail.


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Computation of Top N graphs provides an order to the individual elements within each graph. For example, in the Top 10 Interfaces in Utilization graph, the number one graph shows the highest average for all interfaces.


Step 2 Select the Top N graph icon as the graph type.



Step 5 Click Next. The system populates the corresponding Monitor Elements in the Monitor Element area.

Step 6 Select an Attribute.

Step 7 Click Apply.

Step 8 On the Customs Graphs page, select the graph type: Top N or Bottom N.

Step 9 Select the number of bars from the list.

Step 10 Select the duration and units (Days or Hours) from the lists.

Step 11 Select one of the Values to be displayed:

• Average and High

• Average and Low

Step 12 Select the Graph Preference: 2 Dimensional or 3 Dimensional.






Step 14 Click Generate Graph.

Note The paging icons that enable you to move the time window backward or forward are not available for Top N graphs.

Using the List All Button from a Top N Graph Display

Most monitored categories, such as Availability and Utilization, contain numerous devices, interfaces, and services. Clicking List All at the bottom of the Top N table expands the table to list all resources that comprise the selected category. A list of sources used to compile the chart is displayed. The List All feature allows you to generate a maximum number of 100 items per page. You can also generate individual graphs from each of these items.


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Using the Description Table on a Top N Graph Display

The description table located below the graph lists data resources of the Top N graph. The Num column provides a link to open the individual graph for the resource. To modify the graph, see Using the Attributes Tab to Update the Data on a Graph, page 4-9 and Understanding and Interacting with Custom Graphs, page 4-8.

Do the following to view a stacked graph for any of the listed instances.

Step 1 Select the box corresponding to the monitor elements.

Step 2 Click Show Graphs.

Creating a Graph for a Single Monitor Type


Step 2 Select the graph type.

Step 3 Select only one group filter.

Choosing a filter limits your graph choices to the selected group and provides a means of organizing your data. Choosing No Filter lets you generate a graph from all resources in the system, regardless of whether they are in a group or not.

Step 4 Select only one Monitor Type.

Step 5 Click Next. The Monitor Element list appears, displaying a list of resource instances available for the the Monitor Type that you chose.

Step 6 Select the resource instances to monitor, and click Apply. The Custom Graphs page is displayed.

Step 7 Select appropriate values:

• Show Graph for the last—Choose the amount of time you want to show on the graph from one of the following:

– Drop-down menu—Select from 1 hour up to 3 months.

– From—Select a time range.

Use To and From to select a time range that reflects a particular day and hour or a particular duration of time, such as the last 4 hours. You can change the time and date to view resource data for the previous day, week, or hour to compare measurements.

Step 8 For each monitor element, choose the attributes (statistics) to graph.

The attributes that are displayed vary depending on the monitor type that you selected. You can chart up to 12 attributes per graph; however, you are limited to 2 units of measure; for example, number (#) and milliseconds (ms).

Step 9 Select one of the following as the graph options:

• Show All Attributes on a Single Graph—All attributes you choose are charted on one graph.

• Show Each Monitor Element on a Separate Graph—If you chose more than one instance, each instance is charted on a separate graph.

• Show Each Attribute on a Separate Graph—If you select more than one attribute, each is charted separately on separate graphs.


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Step 10 Click Generate Graph. The graph displays attributes selected.

You can dynamically change the attributes displayed in the graph; see Using the Attributes Tab to Update the Data on a Graph, page 4-9. You can also use the icons located to the right of the graph to perform other graphing functions. See Understanding and Interacting with Custom Graphs, page 4-8.

Creating Graphs for Multiple Monitor Types

Step 1 On the Custom Graphs tab, select the type of graph.

Step 2 Select only one group filter.

Choosing a filter limits your graph choices to the selected group and provides a means of organizing your data. Choosing No Filter lets you generate a graph from all resources in the system, regardless of whether they are in a group or not.

Step 3 Select more than one Monitor Type and click Next. The Monitor Element area appears, displaying one list of resources for each monitor type that you chose.

Step 4 Select resource instances from each Monitor Element list and click Apply. The Custom Graph page appears.

Step 5 Select appropriate values in the Filter section.

• Show Graph for the last—Choose the amount of time you want to show on the graphs. The drop-down menu lets you choose from 1 hour up to 3 months. This will be used for each graph being charted.

• Time Range—The Time Range option allows the Start and End Time selections to reflect either a particular day and hour or a particular duration of time, such as the last 4 hours. This time range is used to chart graphs. You can change the time and date when you want to view resource data for the previous day, week, or hour for quick measurement comparison.

Step 6 Select appropriate options in the Attributes section.

Choose the attributes you want to graph for each instance and monitor. Attributes available vary depending on the monitor chosen. As with Individual Graphs, you can chart up to 12 attributes per graph. However, you are limited to 2 units of measure (that is, # and ms).





Step 8 Click Generate Graph.






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Chapter 4 Using Custom Graphs Understanding and Interacting with Custom Graphs

Step 10 Click Generate Graph. A graph for one instance is displayed on the lower part of the page.

Step 11 Use arrow keys to view additional graphs, one per instance.

You can dynamically change the attributes displayed in the graph; see Using the Attributes Tab to Update the Data on a Graph, page 4-9. You can also use the icons located to the right of the graph to perform other graphing functions. See Understanding and Interacting with Custom Graphs, page 4-8.

Understanding and Interacting with Custom GraphsA graph is displayed in a tabbed area of either a Graph Display page or a Custom Graphs page. There are three tabs where you can interact with and customize the graph:

• Graph—Displays the detailed graph that you might have seen as a thumbnail on the View tab. To the right of the graph are icons that enable you to do more. (See Table 4-1.) The available icons change depending on the type and status of the graph.

Below the graph, there are three button options from which to choose:

– Generate Graph(s)—Generates graphs once you have defined your choices.

– Add Graph—Adds another graph to the set of graphs already plotted.

– Add All to View—Adds all graphs to the view.

• Attributes—Enables you to change the data view in any particular instance by changing the attributes, or the start and end time of the current graph. These options allow viewing of data that is not currently part of the display or allows one to focus on a specific type of data to analyze and isolate a problem. Data is available for the last 90 days. See Using the Attributes Tab to Update the Data on a Graph, page 4-9.

Table 4-1 Additional Graph Options

Icon Reference

Zooming In and Out, page 4-9

Exporting to Excel, page 4-10

Adding New Monitors to a Graph, page 4-10

Viewing More Information, page 4-11

Adding a Specific Graph to a View, page 4-11

Deleting a Graph from a Multiple-Graph Display, page 4-11


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• Monitor Information—Displays pertinent information about monitor elements. See Viewing Monitored Element Details on the Monitor Information Tab, page 4-9.

If two monitor elements with different raw retention periods are plotted in a single graph, where one instance graphs rate data and the other instance graphs raw data, then the Condensed data string is not displayed on the y-axis of the graph.

If both instances use rate data for plotting the graph, then this string is displayed.

Due to the difference in the raw retention periods, one monitor may fetch rate data and the other may fetch raw data, for the same time range selected. In this case, the Condensed data string is not displayed.

Multiple-graphs can be added to a view. This is useful if you want to always see this set of graphs together but still want to add it into a view. After a multiple-graph is added to a view, the thumbnail displays a small MG icon next to it.

Using the Attributes Tab to Update the Data on a GraphA graph is displayed in a tabbed area of the Custom Graphs page. The Attributes tab lets you dynamically change statistical data displayed in the graph that you are viewing. The statistics selections (attributes) vary based on the monitored entity.

You can select device or application-dependent elements for viewing. Choose the attributes you want to graph for each instance. The attributes available vary depending on the monitor chosen. You can chart up to 12 attributes per graph, however you are limited to two units of measure.

Viewing Monitored Element Details on the Monitor Information Tab The Monitor Information tab contains a description table which lists monitored elements in the graph. The table does not have default headings but lists pertinent information for the selected resource.

Using Additional Graphing FunctionsWhen a graph is generated, you will notice a series of icons located to the right of the graph. These are additional options you can choose from:

• Zoom In/Out

• Add New Monitors to This Graph

• Add This Graph to View

• Delete Graph

In addition to these functions, to view the exact value for any point in the graph is also available, move the cursor to the point. Service Statistics Manager displays the value as a tool tip.

Zooming In and Out

Use the Zoom function to adjust the vertical axis of the graph for viewing data more closely or from a higher level. The left axis is Y1 and the right axis is Y2.


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Figure 4-5 Zoom In/Out Icon

Step 1 Click the Zoom icon to display a separate window.

Step 2 Based on the values used to plot the graph, enter the maximum and minimum values to be used to zoom the graph. By default the graphs are auto-scaled.

Step 3 Click the Zoom icon to view results.

You can only view one axis change at a time and this option does not permanently change the graph.

The browser instance may, at times, cache the zoomed view of a graph. Using the browser navigation buttons may result in display of the cached pages. To avoid this, use the navigation options provided within Service Statistics Manager.

Exporting to Excel

Use the Export to Excel icon to export all data to an Excel file for viewing outside Service Statistics Manager. This icon launches a File Download window from which you can select:

• Open—Launch the Excel application and display all data in the .csv file.

• Save—Save the .csv file to the local disk.

Note In some systems or browsers, launching Excel directly might not work for Call Volume monitor types due to file length restrictions. In this case, save the file on the local disk before opening it.

Figure 4-6 Export to Excel Icon

Adding New Monitors to a Graph

Use the Add New Monitors to This Graph icon to add new monitors to a graph.

When you click this icon, the Custom Graph page appears. Follow the same procedure as creating a Custom Graph; see Creating Custom Graphs, page 4-1.

Figure 4-7 Add New Monitors to This Graph Icon


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Viewing More Information

When there is more information for a monitor, you can use the More Information icon to see it. Additional information might include any other pertinent information such as whether errors have occurred.

Figure 4-8 More Information Icon

This icon launches the More Information for Graph table, which provides information about the graph and the possible error. If there are more than 25 rows, click Next to bring up additional items.

Adding a Specific Graph to a View

Use the Add This Graph to View icon to add a particular graph to a view.

Figure 4-9 Add This Graph to View Icon

This icon launches the Add This Monitor to View pop-up window.

Step 1 Open the graph to be added to an existing view.

Step 2 On the Graph display page, click the Add This Graph to View icon to the right of the graph.

Step 3 Enter the following information in the Add Graph to View page:

• Graph Name

• Graph Duration

• Add to View—Select the view to which you want to add the graph. If you choose Create New View, the Create View page displays to allow you to add a new view.

Step 4 Click Add to View. The graph is now part of the selected view.

Step 5 On the View tab, select the view to which you added the graph. The graph now appears in the view and can be treated as any other graph.

Deleting a Graph from a Multiple-Graph Display

This icon is tied to the multiple-graph feature and is displayed only when there are two or more graphs. Use this icon to delete a graph from a multiple-graph view.

Figure 4-10 Delete Icon


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Graphing Restrictions and LimitationsWhen creating graphs, keep the following limitations in mind:

• Only twelve attributes can be created for a Line Graph and only two measurement types can be created for a Line Graph.

For example, while creating a Line Graph, if two statistics are measured in percentage and two in seconds, then all four appear in the graph because Y1/Y2 allows a graph to have two like measurements each.

However, if you have three statistics, one measured in percentage, one measured in units, and one measured in time, an error message appears and the graph does not display.

• The graph displays the NO_DATA image (see Figure 2-1) when there are no data available for the total graph period.

• Due to the graphing tick policy, sometimes thumbnails may show 120% as the Y-axis maximum value (since the multiplication factor is 40), but the actual graph may show 100% as the maximum Y-axis value.


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C H A P T E R5
Managing SLAs and Monitoring Compliance
Note If you have a Premium license, an SLA tab is accessible in Service Statistics Manager.

Using the SLA tab, you can define service level agreements (SLAs) and measure and verify them based on collected Unified Communications statistics. This section includes:

• Getting Started with SLAs, page 5-1

• Using the Compliance Matrix, page 5-2

• Using SLA Administration to Manage SLAs, page 5-6

Getting Started with SLAsYou can create SLAs to measure any attributes of elements managed by Service Statistics Manager. However, to do so, you must have the privilege to manage SLAs, which also enables you to update and delete them. For more information, see Using SLA Administration to Manage SLAs, page 5-6.

After SLAs have been defined, Service Statistics Manager computes SLA compliance after the end of each day; computation occurs at 00:30 daily. For example, the computation of compliance for February 18, 2007 becomes available on February 19, 2007. You can review the results of compliance computations on the Compliance Matrix page. For more information, see Using the Compliance Matrix, page 5-2.

Some SLA management tasks can affect the data that goes into compliance calculations:

• Adding an SLA:

– If an SLA is added in the middle of the month, month-to-date compliance includes only the days for which compliance has been calculated.

– Irrespective of the exact time that you create an SLA, when computing compliance, Service Statistics Manager includes all data points for the day. However, violation records—if any—are available immediately after SLA creation.

• Updating an SLA—Entering new values for SLA compliance/threshold does not affect previously calculated values. New calculation are based on the current value. However, on all pages that display the results of compliance calculations, the current value of the objective/threshold is shown even when some calculations were made using older values.

• Selecting a schedule for an SLA—If an SLA uses a schedule other than the full day schedule, then the number of violated points from the calculation might not match with the number of violated points illustrated on the Violation Details page.


Chapter 5 Managing SLAs and Monitoring Compliance Using the Compliance Matrix

• In case of server restart, the number of violated points in violation details might not be accurate and might not match with the number of violated points in calculation.

• For values not calculated, Service Statistics Manager displays hyphen (-). Hyphen is displayed when there is a gap between SLA creation and subsequent calculations which are made the next day.

• NO DATA data points are not considered in calculations.

• NO RESPONSE data points are considered as violations.

Using the Compliance MatrixWhen you select the SLA tab, the compliance matrix is displayed. The compliance matrix lists all top-level SLAs—those that include other SLAs (nested SLAs) and those that stand alone—and visually indicates SLA compliance for the last day, week, month, quarter, and year. Table 5-1 describes the compliance matrix and the links that you can use to obtain relevant data.

Table 5-1 Compliance Matrix Links

Column Description/Action

SLA Name assigned to the SLA. Click the link to launch a compliance matrix for the SLA. See Viewing the Compliance Matrix for a Specific SLA or SLA Instance, page 5-4.

Type One of these:

• Hyphen (-)—Displayed for a nested SLA.

• Name of the SLA type.

Details Click the icon to open the SLA Details page. See Viewing SLA Details (Compliance Matrix Details Column), page 5-5.

Current Status Reflects real-time violations if any. Displays one of the following:

• Green icon—No violations.

• Red icon—A service level threshold violation has occurred at some level of the SLA; click to launch the Violation Details page. See Viewing Violation Details (Compliance Matrix Current Status Column), page 5-5.

• Hyphen (-)—Compliance has not been calculated yet or is not available.

History Click the icon to open a Compliance Report page from which you can generate bar charts for different periods (depending on data collected to date).

Objective Compliance objective associated with the SLA. Service Statistics Manager compares the actual compliance value against this.


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Compliance Matrix Icons Service Statistics Manager displays a series of icons on the header of the Compliance Matrix page. Availability of these additional options is based on the content of the page.

Previous Day All compliance values are as of end of previous day. One of the following:

• Red icon—A violation has occurred.

• Dash

• Green icon

• One ore more upward or downward arrows—Trending up or down is based on the change in values over the past three time units. For example, two downward-pointing arrows indicate two consecutive time units where the value has degraded.

Click to open a compliance matrix for the time period. See Viewing Data Points for a Time Period (Compliance Matrix Time-Period-to-Date Details), page 5-6.

Week to Date All compliance values are as of end of previous day. Displays one of the following:

• Red icon

• Dash

• Green icon

Click to open a compliance matrix for the time period. See Viewing Data Points for a Time Period (Compliance Matrix Time-Period-to-Date Details), page 5-6

.

Month to Date

Quarter to Date

Year to Date

Table 5-1 Compliance Matrix Links (continued)


Table 5-2 SLA Compliance Matrix Icons

Icon Icon Name Description

Show Report Header To show report details.

Hide Report Header To hide report details.

Schedule Report To schedule a report for the SLA.

Show Compliance Matrix Report

To display a compliance matrix report

PDF To view report as PDF.


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Viewing the Compliance Matrix for a Specific SLA or SLA InstanceWhen you drill down from the Compliance Matrix SLA column, what you see next depends upon the content of the SLA:

• If an SLA is composed of SLAs (child SLAs), the child SLAs are displayed; the resulting display looks like the compliance matrix, described in Using the Compliance Matrix, page 5-2. As you click the entry in the SLA or SLA Instance column in successive windows, you see increasingly more detailed information.

• If you drill down to a specific SLA, you will see a list of SLA instances—that is, monitors that collect data for a specific element or device—and the corresponding attributes, described in the table below.

CSV To export the report details to Microsoft Excel.

Mail This Page To mail the report.

Table 5-2 SLA Compliance Matrix Icons (continued)

Icon Icon Name Description

Table 5-3 Columns in a Compliance Matrix for Specific SLA or SLA Instance


SLA Instance Name of the monitor for the device.

Attribute Name of the monitored attribute.

Details Click to open the SLA and Instance Details window:

• The SLA Details tab provides complete information about the individual SLA, and a graphic representation of the compliance levels across different periods (depending on data collected to date).

• The Instance Details tab provides complete information about the individual instance, and a graphic representation of the compliance levels across different periods (depending on data collected to date).

Current Status One of these:

• Red icon—Click to open the violation details page.

• Green icon—There are no violations.

Graph Click to open the Graph Display page. which provides links to the Custom Graph generator page.

Weight Lists the weighting associated with the attribute.

Previous Day SLA compliance for the previous day.

Click the icon in this column to see details. (For more information, see Viewing Data Points for a Time Period (Compliance Matrix Time-Period-to-Date Details), page 5-6.)


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Viewing SLA Details (Compliance Matrix Details Column)The SLA Details for the <SLA Name> page include three panes:

• SLA Information—Includes:

– Compliance objective, schedule, contact information, and dates.

– Comments—Click Edit to add comments to the SLA.

• Compliance summary—Graphical representation of compliance over time.

• SLA Violation History—A scrollable table that includes:

– SLA Element—Name

– Threshold condition—Click this link to obtain more detail.

In the header, click the Generate Health Summary Report icon to generate a report.

Viewing Violation Details (Compliance Matrix Current Status Column) From a compliance matrix, click a red icon in the Current Status column to display the Violation Details page. The Violation Details page provides a detailed matrix on various violations.

Week to Date SLA compliance from the first day of this week up to the current date. Click the icon in this column to see details.

Month to Date SLA compliance from the first day of this month up to the current date. Click the icon in this column to see details.

Quarter to Date SLA compliance from the first day of the current quarter. Click the icon in this column to see details.

Year to Date SLA compliance from the first day of the current year. Click the icon in this column to see details.

Table 5-3 Columns in a Compliance Matrix for Specific SLA or SLA Instance (continued)


Table 5-4 Violation Detail Columns


Time Time that the violation was recorded.

SLA Name Name

SLA Type Name of the type

SLA Details Click to open the SLA Details page. See Viewing SLA Details (Compliance Matrix Details Column), page 5-5.

Device Information Details of the instance from which the violation is generated.

Duration Duration for which the violation was open.

Violated Points Number of violated points for the violation record.

SLA Violation Description Description of the violation.


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Chapter 5 Managing SLAs and Monitoring Compliance Using SLA Administration to Manage SLAs

Launching the SLA Compliance History Report (Compliance Matrix History) Click the icon in the History column to open displays a graphical representation of SLA compliance over a specified duration. The page provides options to generate the graph for different predefined time ranges.

Viewing Data Points for a Time Period (Compliance Matrix Time-Period-to-Date Details)

On a compliance matrix, clicking any period-to-date icon (in the Previous Day, Week to Date, Month to Date, Quarter to Date, and Year to Date columns), opens a window that displays the information in Table 5-5.

.

Using SLA Administration to Manage SLAsAfter you define SLAs, Service Statistics Manager monitors and reports on the various aspects of SLAs.

With a Premium license, a user with the privilege to manage SLAs can do the following:

• Adding an SLA, page 5-7

• Editing an SLA, page 5-10

• Deleting an SLA, page 5-11

For more information, see these related topics:

• Viewing Product License and Version, page 1-3

Table 5-5 Data Points for a Time Period


SLA Instance Name of the monitor for the device.

Attribute Name of the associated attribute

Details Click to open the SLA Details page. See Viewing SLA Details (Compliance Matrix Details Column), page 5-5.

From the SLA Details page, you can open the Instance Details page, which provides complete information about the individual instance, and a graphic representation of the compliance levels across different periods (depending on data collected to date).

Graph Click to open the SLA Details page, which provides the SLA definition and a graphical representation of the compliance values.

Weight Weight of the SLA.

Violated/Total Points Number of violated points based on the Service Level Threshold for the instance/attribute and the total number of data points recorded for the time range (day, week, month, quarter, or year). Calculation of total points and violated points is based on the schedule of the SLA.

Compliance Objective SLA level compliance objective.

Compliance Value Instance level compliance


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• Managing User Roles and Privileges, page 7-8

Adding an SLA

Step 1 Select the SLA tab and click the SLA Administration link. The SLA Administration page appears.

Step 2 Click Add. The Create SLA Wizard page appears.

Step 3 Provide the following inputs for the new SLA:

• Name—Unique name for the new SLA.

• Owner—Name of the owner.

• Contact Information—E-mail ID or phone number of the SLA owner.

• SLA Content—One of the following:

– Instances—SLAs based on instances form base-level SLAs.

– SLAs—These are SLAs based on SLAs. You can group SLAs to provide a consolidated view of related spheres. The grouping can include SLAs based on instances and other nested SLAs. By selecting the Use this SLA for grouping only and not to calculate Aggregate Compliance values option, you can create an SLA for classification only.

• SLA Type—A group of related attributes across monitor types. You can select from SLA-specific attribute sets if any are defined in your Service Statistics Manager system (see Configuring Attribute Sets, page 6-3); or, you can select from these global attribute sets:

– Unified CM Performance

– Gateway Utilization

– System Utilization

– Trunk Utilization

Note After you create an SLA, you cannot change the SLA type for it.

Do one of the following:

– Select the SLA type from the list.

– Click New to add a new SLA type and then select it from the list. (See Adding an SLA Type, page 5-9.)

– Click Edit to edit an existing SLA type before selecting it from the list. (See Editing an SLA Type, page 5-9.)

• Schedule—Select one or more schedules to apply.

Note Selecting more than one schedule enables you to set different threshold values for different time periods. For example, response time threshold values might be different during business and nonbusiness hours.

• SLA Compliance Objective—Enter the compliance measure for the SLA.

Step 4 Click Next. Service Statistics Manager displays the Create SLA (Step 2 of 3) page.


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Note The SLA type governs the availability of Monitor Type and related instances on the Create SLA (Step 2 of 3) page. See Create SLA (Step 1 of 3) for information on SLA Type association.

Step 5 Select the Group Filter you want to associate with the SLA. To select multiple monitor types, use the Shift or Ctrl keys. Alternatively, use the Search for field to search for and select a Group.

Step 6 Select the Monitor Types you want to associate with the SLA. To select multiple monitor types, use the Shift or Ctrl keys. Alternatively, use the Search for field to search for and select Monitor Types.

Step 7 Select the Monitor Elements to add to the SLA.

Step 8 Click Next. Service Statistics Manager displays the Create SLA (Step 3 of 3) page.

Note The associated SLA Type governs the availability of attributes for the selected instances.

Step 9 To provide the same values for all monitor types, go toStep 10. Otherwise, use this step modify the values for each monitor type individually:

• Service Level Objective Condition—Select the Service Level Object (SLO) condition from the list.

• Service Level Objective Value—Enter the SLO value for the instance/attribute.

• Minimum Duration—Enter the number of minutes that the SLO value must remain in the violation range before is it reported as a violation.

• Weighting—If you want to ignore any violations on a particular SLA instance, enter zero. Otherwise, enter whole numbers greater than zero to define the relative importance of the attribute within the SLA; weighting is used in computation. For example, attributes A, B, and C have associated weighting of 5, 10, and 15. In this case, attribute C is three times as important as A, and B is twice as important as A.

• Financial Impact—Enter the amount of financial loss (per hour) that will be caused if the service level objective condition is not met.

Step 10 To provide the same values for all monitor types, use this procedure:

a. Select the Select All check box.

b. Enter values under the heading Update rows selected above using following values in these fields

• Condition—Select the Service Level Object (SLO) condition from the list.

• Value—Enter the SLO value for the instance/attribute.

• Duration—Enter the number of minutes that the SLO value must remain in the violation range before is it reported as a violation.

• Weighting—If you want to ignore any violations on a particular SLA instance, enter zero. Otherwise, enter whole numbers greater than zero to define the relative importance of the attribute within the SLA. Weighting is used in SLA computation. For example, attributes A, B, and C have associated weighting of 5, 10, and 15. In this case, attribute C is three times as important as A, and B is twice as important as A.


c. Click Apply.

Step 11 Click Finish. Service Statistics Manager creates the new SLA and returns to the SLA Administration page, displaying the new SLA in the list.


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While creating the SLA, Service Statistics Manager also creates alarm thresholds for all listed monitor elements with the severity and duration specified and the corresponding service level objective (condition and value).

Adding an SLA Type

Step 1 Navigate to the Create SLA (Step 1 of 3) window.

Step 2 For SLA Type, click New. Service Statistics Manager displays the Add Attribute Set window.

Note You cannot change the attribute set type when defining an SLA type. An SLA type is a special type of attribute set that you can add or update from the SLA tab.

Step 3 Select monitor types to associate with the SLA type by doing one of the following:

• Select from the list

• Use the Search for field to find and select monitor types.

Step 4 Click Next. Service Statistics Manager populates the attributes list with corresponding attributes.

Note If you selected multiple monitor types, an attributes list is displayed for each monitor type one above another.

Step 5 Do the following in each attributes list. Scroll down to each attributes list and select the attributes to associate with the SLA type in one of these ways:

• Using the list— For multiple selections, use the Ctrl and Shift keys.

• Using the Search for field to find and select monitor types.

Step 6 Click Next. Service Statistics Manager records the selection and displays the next page.

Step 7 Complete the attribute set:

a. Enter a name.

b. Select all attributes to include in this set.

c. Click Finish. A confirmation message is displayed and the SLA Administration page appears.

Editing an SLA Type

Step 1 On the Create SLA (Step 1 of 3) page, select the SLA type to edit from the list.

Step 2 Click Edit. Service Statistics Manager displays the Edit/View SLA Type page.

Step 3 Click Add Attributes to add new attributes to the existing SLA Type. Adding attributes is similar to Custom SLA Type creation.

• Click Delete to remove the selected Attributes.

• Click Cancel to exit.


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• Click Finish to complete editing.

Editing an SLA

Step 1 Select the SLA tab and click the SLA Administration link. The SLA Administration page appears.

Step 2 Click the Edit button that corresponds with the SLA that you want to edit. The Edit SLA Wizard page appears.

Step 3 Update any of the following inputs:

• Name—Unique name for the SLA.

• Owner—Name of the owner.

• Contact Information—E-mail ID or phone number of the SLA owner.

• Schedule—Select one or more schedules to apply.

Note Selecting more than one schedule enables you to set different threshold values for different time periods. For example, response time threshold values might be different during business and nonbusiness hours.

• SLA Compliance Objective—Enter the compliance measure for the SLA.

Note You cannot update the SLA Content or SLA Type.

Step 4 Click Next. Service Statistics Manager displays the Edit SLA (Step 2 of 3) page, displaying the selected elements for the SLA. From here you can add or delete elements.

Step 5 To add an element, click Add. The SLA <SLA Name>—Select Elements page appears; on it do the following:

a. Select the Group Filter you want to associate with the SLA. To select multiple group filters, use the Shift or Ctrl keys. Alternatively, use the Search for field to search for and select a Group.

b. Select the Monitor Types you want to associate with the SLA. To select multiple monitor types, use the Shift or Ctrl keys. Alternatively, use the Search for field to search for and select Monitor Types.

c. Select the Monitor Elements to add to the SLA.

d. Click Apply. The Edit SLA (Step 2 of 3) page displays the new element.

Step 6 To delete an element:

a. Select it and click Delete. Service Statistics Manager displays a confirmation message.

b. Click OK.

Step 7 Click Next. Service Statistics Manager displays the Edit SLA (Step 3 of 3) page. You can modify any values using the instructions in Step 8 or Step 9.

Step 8 To provide the same values for all monitor types, go to Step 9. Otherwise, use this step modify the values for each monitor type individually:

a. Change any of these values:


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– Service Level Objective Condition—Select the Service Level Object (SLO) condition from the list.

– Service Level Objective Value—Enter the SLO value for the instance/attribute.

– Minimum Duration—Enter the number of minutes that the SLO value must remain in the violation range before is it reported as a violation.

– Weighting—If you want to ignore any violations on a particular SLA instance, enter zero. Otherwise, enter whole numbers greater than zero to define the relative importance of the attribute within the SLA; weighting is used in computation. For example, attributes A, B, and C have associated weighting of 5, 10, and 15. In this case, attribute C is three times as important as A, and B is twice as important as A.

– Financial Impact—Enter the amount of financial loss (per hour) that will be caused if the service level objective condition is not met.

b. Click Apply.

Step 9 To provide the same values for all monitor types, use this procedure:

a. Select the Select All check box.

b. Enter values under the heading Update rows selected above using following values in these fields

• Condition—Select the Service Level Object (SLO) condition from the list.

• Value—Enter the SLO value for the instance/attribute.

• Duration—Enter the number of minutes that the SLO value must remain in the violation range before is it reported as a violation.

• Weighting—If you want to ignore any violations on a particular SLA instance, enter zero. Otherwise, enter whole numbers greater than zero to define the relative importance of the attribute within the SLA. Weighting is used in SLA computation. For example, attributes A, B, and C have associated weighting of 5, 10, and 15. In this case, attribute C is three times as important as A, and B is twice as important as A.


c. Click Apply.

Step 10 Click Finish. Service Statistics Manager updates the SLA and returns to the SLA Administration page.

Deleting an SLA

Step 1 Select the check box under the Select column corresponding to the SLA that you want to delete.

Step 2 Click Delete. Service Statistics Manager displays a confirmation message.

Step 3 Click OK. Service Statistics Manager deletes the SLA and refreshes the SLA Administration view.


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Defining Schedules Service Statistics Manager collects data without reference to schedules. Schedules, however, enable you to select from the collected data only the values that were recorded during the specific time windows that are defined in a schedule.

Service Statistics Manager provides some default schedules:

• 24x7—Service Statistics Manager includes all monitored attributes values recorded at any time during the entire week.

• Business—Service Statistics Manager includes only monitored attribute values that were recorded between 9 A.M. and 5 P.M. on Monday through Friday.

A schedule includes one or more defined time periods. Schedule criteria can be inclusive (including selected hours of the day and days of the week) and exclusive (excluding, for example, a selected hour).

You can also define your own schedules within the Service Statistics Manager user interface:

• From the Administration tab, using the schedule Edit link; for procedures, see Configuring Schedules, page 6-4.

• From windows where you can create or edit:

– SLAs—An SLA can have one or more schedules associated with it. When making SLA computations, Service Statistics Manager uses the schedules to determine which monitored attribute values to include. Schedules help put SLA compliance computation in the right perspective without distorting the values by including invalid periods.

– Reports—A report can have one schedule associated with it.

– Custom graphs and graph-based views—A graph can have one schedule associated with it.

While configuring an SLA, a report, or a custom graph, you must select a schedule; at that point, you can also click the New button and open the Create New Schedule page.

Adding a Schedule

Use this procedure to create a new schedule from the Create New Schedule window.

Step 1 Enter a name for the schedule in the Name field.

Step 2 Define times to include in the schedule by selecting the Inclusion radio button and selecting the Select All Days check box or to define a time range for a single day:

a. Select the check box for one of the days (listed beside Days).

b. Select the Start Time and End Time from the list.

c. Click Add. Service Statistics Manager adds the new time range to the table in the lower portion of the window.

Step 3 To define an exclusion period:

a. Select the Exclusion radio buttons

b. Select one of these and criteria for it:

– One Time Setting—Select the From and To time and date period to exclude.

– Monthly—Select the number of days, the week of the month (First, Second...), and the hours to exclude.


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Note If you define an exclusion period, it takes precedence over defined inclusion periods.

Step 4 Repeat Step 4 or Step 5 until you ensured that the computation timings for all days are correct.

Step 5 Click Done. Service Statistics Manager displays a confirmation message.

Step 6 Click Close. Service Statistics Manager updates the database and returns to the previous window. The new schedule is available in the list.

Editing a Schedule

Use this procedure after clicking the schedule Edit button that is displayed while configuring an SLA, a report, or a custom graph.

Step 1 If the schedule is used somewhere—associated with another SLA or a report for example—a confirmation window lists them and asks whether you want to continue. If appropriate, click OK.

Note Any changes you make to a schedule affect all reports and SLAs that are associated with the schedule. Unless you are sure that the change is appropriate for all, consider creating a new schedule or using a different schedule for your purpose.

Service Statistics Manager displays the Edit Schedule window. Existing schedule criteria are displayed in the table in the lower portion of the window.

Step 2 Update the schedule as needed:

• To delete criteria from the schedule, select them from the table and click the Delete button above and to the right.

Caution Clicking the Delete Schedule button below the table deletes the entire schedule.

• To add criteria to the schedule, select the Inclusion or Exclusion radio button, select the appropriate time period to include or exclude and click Add.

Step 3 When you have finished updating the schedule, click Done. Service Statistics Manager stores the changes and closes the window.

Deleting a Schedule

To delete a schedule from the Administration tab, see Deleting a Schedule, page 6-6. Use this procedure after clicking the schedule Edit button that is displayed while configuring an SLA, a report, or a custom graph.


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Step 1 If the schedule is used somewhere—associated with another SLA or a report for example—a confirmation window lists them and asks whether you want to continue. If appropriate, click OK.

Step 2 Click the Delete Schedule button beneath the table. Service Statistics Manager displays a confirmation message:

• If the schedule is still associated with an SLA or report, these are listed. You cannot complete this procedure. You must either delete these SLAs and reports or reconfigure them to use a different schedule before you try to delete the schedule again.

• If the schedule is not associated with SLAs or report, click OK.


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C H A P T E R6
Using Administration
Service Statistics Manager offers a series of configurable options for setting user preferences under the Administration tab. The Administration tab has various options that work interactively to manage and customize your Service Statistics Manager work environment. The following topics are included in this section:

• Changing Your Password, page 6-1

• Selecting Your Dashboard View, page 6-1

• Selecting Your Home View, page 6-2

• Performing Advanced Administration Tasks, page 6-2

• Working with Downloads, page 6-20

Changing Your Password

Step 1 Select the Administration tab and in the User ID and Password pane, click the Edit link. The Change Password window appears.

Step 2 Enter appropriate passwords in each of these fields:

• Enter Old Password

• Enter New Password

• Confirm New Password

Step 3 Click Apply.

Selecting Your Dashboard ViewViews provide rapid access to information in an easy-to-interpret and concise manner. From a view, you can drill down into the data to gain insight into specific areas. If you select a dashboard view, it is displayed at the top of the Reports tab. Each user can select a different view for use as a dashboard view.

Step 1 Select the Administration tab and scroll to Dashboard View.

Step 2 Select a view from Show Dashboard View.


Chapter 6 Using Administration Selecting Your Home View

Note Only views that you have access to appear on the list. Contact an admin user to request access to additional views.

Step 3 Click Apply.

Selecting Your Home ViewYour home view is displayed on the Views tab at login and each time you select the Views tab. If you do not select a home view, the default home view for your role is displayed; for more information, see Table 2-1.

Step 1 Select the Administration tab and scroll to Home View.

Step 2 Select a view from Show Home View.

Note Only views to which you have access appear on the list. Contact an admin user to request access to additional views.

Step 3 Click Apply.

Performing Advanced Administration TasksFrom the Advanced pane on the Administration tab, you can add, edit, or delete attribute sets, schedules, phone-based groups, call quality ranges, and Operations Manager and Service Monitor details. In addition, for Service Statistics Manager to classify calls correctly, you should configure dial plans, gateway codes, toll-free numbers, and service numbers.

• Configuring Attribute Sets, page 6-3

• Configuring Schedules, page 6-4

• Configuring Phone-Based Groups, page 6-7

• Configuring Call Quality, page 6-8

• Integrating with Operations Manager and Service Monitor, page 6-8

• Enabling Call Categorization, page 6-12

• Managing Dial Plans, page 6-13

• Managing Gateway Codes, page 6-16

• Managing Toll-Free Numbers, page 6-18

• Managing Service Numbers, page 6-19


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Chapter 6 Using Administration Performing Advanced Administration Tasks

Configuring Attribute SetsAn attribute set includes attributes—types of data, such as database availability, number of good calls, or trunk utilization—that Service Statistics Manager can collect for monitor types, such as call volume monitors, call quality monitors, and trunk utilization monitors. For monitor types and the attributes of each, see the following:

• Service Monitor Database Monitor Types and Attributes, page A-2

• Operations Manager File-Based Monitor Types and Attributes, page A-8

To configure an attribute set, see the following:

• Adding an Attribute Set, page 6-3

• Editing an Attribute Set, page 6-3

• Deleting an Attribute Set, page 6-4

Adding an Attribute Set

Step 1 Select the Administration tab and scroll to Advanced.

Step 2 Click the Attributes Sets Edit link. The Attribute Set Administration window appears, displaying any existing attribute set by name and type; attribute sets that you can add and edit from this window are of the Global type.

Step 3 Click Add. The Add Attribute Set page appears.

Step 4 Select one from the Attribute Set Type list.

Step 5 Select one or more monitor types from the Monitor Type list—Use the Ctrl and Shift keys to make multiple selections. Optionally, enter a monitor type in the Search field to find a specific type.

Step 6 Click Next. Service Statistics Manager displays attributes from which you can select for each monitor type.

Step 7 Select attributes. Use the Ctrl and Shift keys to make multiple selections. Optionally, enter a monitor type in the Search field to find a specific type.

Step 8 Click Next. The 3. Add Attribute Set window appears.

Step 9 Enter a name in the Attribute Set Name field.

Step 10 Click Finish. The window closes and the newly added attribute set is listed on the Attribute Set Administration window.

Editing an Attribute Set

Note You can edit the attribute sets that you have defined as well as the attribute sets that Service Statistics Manager provides. See Monitor Types and Associated Attributes, page A-2.


Step 2 Click the Attributes Sets Edit link. The Attribute Set Administration window appears.


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Step 3 Click the Edit link for an attribute set. The Edit Attribute Set window appears, displaying a table of monitor types and attributes included in the set.

Step 4 To add attributes, click Add Attributes. The Edit Attribute Set window remains open, displaying a Monitor Types list:

a. Select one or more monitor types from the list—Use the Ctrl and Shift keys to make multiple selections. Optionally, enter a monitor type in the Search field to find a specific type.

b. Click Next. Service Statistics Manager displays attributes from which you can select for each monitor type.

c. Select attributes. Use the Ctrl and Shift keys to make multiple selections. Optionally, enter a monitor type in the Search field to find a specific type.

d. Click Next. The Edit Attribute Set window displays a table of monitor types and attributes included in the set.

Step 5 To delete monitor types and attributes from the set, select them and click Delete.

Note You can repeat steps 4 and 5 if you want to add or delete additional attributes.

Step 6 Click Finish to save the changes to the attribute set.

Deleting an Attribute Set

Note You cannot delete the attribute sets that Service Statistics Manager provides. See Monitor Types and Associated Attributes, page A-2.

You can delete any user-created attribute set.


Step 2 Click the Attributes Sets Edit link. The Attribute Set Administration window appears, displaying a list of attribute sets.

Step 3 Select one or more or all check boxes.


Step 5 Click Close.

Configuring SchedulesWhen configuring some reports, graphs, and SLAs, selecting a schedule causes only the data collected during the scheduled time to be included in the report, the graph or the SLA computations. Service Statistics Manager provides two default schedules: 24x7 and Business Hours (8am-5pm Monday through Friday).


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When you configure a report, a graph, or an SLA, often at the point where you can select schedules, you can also add or edit them, by clicking New or Edit buttons. For related procedures, see Defining Schedules, page 5-12.

You can also configure schedules from the Administration tab:

• Adding a Schedule, page 6-5

• Editing a Schedule, page 6-6

• Deleting a Schedule, page 6-6

Adding a Schedule


Step 2 Click the Schedules Edit link. The Schedule Administration window appears.

Step 3 Click Add. The Create New Schedules window appears.

Step 4 Enter a name for the schedule.

Step 5 Define schedule criteria:

• You must define at least one inclusion period; see Step 6.

• You can define one or more exclusion periods; see Step 7.

Note If you define an exclusion period, it takes precedence over inclusion periods.

Step 6 Define times to include in the schedule by selecting the Inclusion radio button and selecting the Select All Days check box or to define a time range for a single day:

a. Select the check box for one of the days (listed beside Days).

b. Select the Start Time and End Time from the list.


Step 7 To define an exclusion period:

a. Select the Exclusion radio buttons

b. Select one of these and define criteria for it:

– One Time Setting—Select the From and To time and date period to exclude.

– Monthly—Select the day of the month (1, 2...31) or the week of the month (First, Second...), and the hours to exclude.

c. Click Add. Service Statistics Manager adds the schedule criterion to the table in the lower portion of the window.

Step 8 Repeat Step 6 and Step 7 until schedules for all days are correct.

Step 9 Click Done. Service Statistics Manager displays a confirmation message and displays the Schedule Administration window.


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Editing a Schedule


Step 2 Click the Schedules Edit link. The Schedule Administration window appears.

Step 3 Click the Edit link for a schedule. If the schedule is in use—associated with a report or an SLA—a confirmation window lists the associated items and asks whether you want to continue.

Note Any changes you make to a schedule affects all reports and SLAs that are associated with the schedule. Unless you are sure that the change is appropriate for all, consider creating a new schedule or using a different schedule for your purpose.

If appropriate, click OK. Service Statistics Manager displays the Edit Schedule window. Existing schedule criteria are displayed in the table in the lower portion of the window.

Step 4 To change the name for the schedule, enter a new name.

If the schedule is used elsewhere—associated with another SLA or a report for example—a confirmation window lists them and asks whether you want to continue. If appropriate, click OK.

Note Any changes you make to a schedule affect all reports and SLAs that are associated with the schedule. Unless you are sure that the change is appropriate for all, consider creating a new schedule or using a different schedule for your purpose.

Service Statistics Manager displays the Edit Schedule window. Existing schedule criteria are displayed in the table in the lower portion of the window.

Step 5 Update the schedule as needed:

• To delete criteria from the schedule, select them from the table and click the Delete button above and to the right.

Caution Clicking the Delete Schedule button below the table deletes the entire schedule.

• To add criteria to the schedule, select the Inclusion or Exclusion radio button, select the appropriate time period to include or exclude and click Add.

Step 6 When you have finished updating the schedule, click Done. Service Statistics Manager stores the changes and displays the Schedule Administration window.

Deleting a Schedule


Step 2 Click the schedules Edit link. The Schedule Administration window appears.

Step 3 Select one or more (or all) check boxes.

Step 4 Click Delete. Service Statistics Manager displays a confirmation message:


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• If the schedule is still associated with an SLA or report, these are listed. You cannot complete this procedure. You must either delete these SLAs and reports or reconfigure them to use a different schedule before you try to delete the schedule again.

• If the schedule is not associated with SLAs or report, click OK. Service Statistics Manager deletes the schedule and displays the Schedule Administration window.

Configuring Phone-Based GroupsYou can configure phone-based groups if your user role includes this privilege. You can use phone-based groups to include only certain phones on the following reports:

• Call Failure Analysis

• Call Quality Summary

• Top-N Dialed Numbers

• Top-N Calls

• Top-N Users

• Traffic Summary


Step 2 Click the Phone-Based Groups Edit link. The Phone-Based Groups window appears, displaying a text box in which you can add, edit, and delete phone-based groups.

Step 3 To add or edit a phone-based group, define it following this template:

<GroupName> = <Phone numbers belonging to PhoneGroup>

• GroupName—Do not include any special characters including white space.

• Phone numbers belonging to PhoneGroup—Enter any combination of the following entries separated by commas:

– Range of phone numbers—Specify a range using a hyphen (-) between two numbers expressed numerically. For example: (56005200-56005230) would mean all phone numbers between 56005200 and 56005230, including 56005200 and 56005230.

– Phone numbers specified using an exclamation mark (!) as a regular expression. ! represents any alphanumeric character, appearing any number of times. For example:

5610!—Matches phone number 5610 or any phone number that starts with 5610

!60!52!—Matches phone number 6052 or any phone number that includes both 60 and 52 in it.

– Individual phone numbers can also be specified. For example: 56005210

Step 4 To delete a phone group, select the entire definition for the group— <GroupName> = <Phone numbers belonging to PhoneGroup>—and delete it.

Step 5 Click Apply.


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Configuring Call QualityCall quality is determined by the Mean Opinion Score (MOS) of the call. MOS is a scale from zero (0) to five (5) with 0 being the worst and 5 being the best call quality. Call quality reports classify the quality of service as good, fair, acceptable, or poor based upon default values; if the MOS value for a call is between:

• 4 and 5—Call quality is good.

• 3 and 4—Call quality is fair.

• 2 and 3—Call quality is acceptable.

• 0 and 2 —Call quality is poor.

A MOS value that does not fall in the zero to five range is categorized as Not Applicable. (For more information, see Call Quality Ranges and Service Statistics Manager Reports, page 6-8.)

To change these values, use this procedure.


Step 2 Click the Call Quality Edit link. The Call Quality Ranges window appears.

Step 3 Enter the minimum and/or maximum MOS value for any quality:

• Good

• Fair

• Acceptable

• Poor

Step 4 Click Apply.

Call Quality Ranges and Service Statistics Manager Reports

The settings on the Call Quality Ranges window affect how call quality is categorized in the following reports:

• Call Service Quality Summary—Weekly

• Service Quality Distribution Across Clusters—Monthly

• Service Quality Percentage Distribution Across Clusters—Monthly

• Distribution of Service Quality Across Clusters by Time—Monthly

• Percentage Distribution of Service Quality Across Clusters by Time—Weekly

Integrating with Operations Manager and Service MonitorEnsure that the SSM Agent software is installed on any remote Operations Manager or Service Monitor system from which you expect to collect data; see Installing SSM Agent, page 6-21. After the SSM Agent software is installed, run Discovery to connect the SSM Agents to Service Statistics Manager.

If the IP address for an Operations Manager or Service Monitor changes, edit the IP addresses in Service Statistics Manager; see Editing Operations Manager and Service Monitor IP Addresses, page 6-10.

This section includes the following topics:


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• Triggering Discovery, page 6-9

• Retriggering Discovery, page 6-10

• Editing Operations Manager and Service Monitor IP Addresses, page 6-10

• Deleting a Service Monitor from Service Statistics Manager, page 6-11

Triggering Discovery

Before running Discovery for the first time, ensure that SSM Agent software is installed on each of the following:

• The Operations Manager system from which you will be obtaining data.

• Any Service Monitor system that has been added to the Operations Manager.

For more information, see Installing SSM Agent, page 6-21.

Discovery connects the SSM Agents that are installed on the Operations Manager and Service Monitor systems to the Service Statistics Manager server and creates the appropriate monitors on the agent(s).


Step 2 Click the Operations Manager/Service Monitor Details Show link. The Operations Manager/Service Monitor Details window appears.

Step 3 Click Discover. The Discovery window appears.

Step 4 In the Operations Manager IP Address/Hostname field, enter the IP address or the hostname for the server where Operations Manager resides.

Step 5 Enter the username for an Operations Manager user.

Note Ensure that you enter a valid username and password for Operations Manager. Discovery will fail if the information that you enter is not correct. Service Statistics Manager does not verify this information when you enter it.

Step 6 Enter the password for the user.

Step 7 Click Discover to trigger Discovery. Service Statistics Manager displays a confirmation message.

Step 8 Click Close.

Discovery takes some time to complete. During this period, all the buttons on this screen will be disabled. When discovery is complete, the buttons will be enabled.

When discovery is complete, the required SSM Agents will be connected to the Service Statistics Manager server and the monitors will be created. SSM Agent Status is displayed as follows:

• Green—Agent is added and connected to the Service Statistics Manager server.

• Red—Agent is either disconnected or not added to the Service Statistics Manager server.


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What to Do When SSM Agent Status Is Red

If SSM Agent Status is red, do the following:

1. Verify that you have a valid username and password for Operations Manager. If you receive a new username and password, enter them when retriggering Discovery. See Retriggering Discovery, page 6-10.

2. Contact a user with Windows system administrator privilege who can perform the tasks listed in SSM Agent Troubleshooting Tips, page 7-14.

3. Contact a Service Statistics Manager user with the admin role; such a user can log into the SSM Administration Console and perform tasks listed in Managing Remote Agents, page 7-12.

Retriggering Discovery

You can trigger discovery any time to add new agents or create new monitors.



Step 3 Click Discover. The Discovery window appears.

Step 4 In the Operations Manager IP Address/Hostname field, the IP address or the hostname for Operations Manager is displayed. You cannot edit this field. If the IP address has changed, see Editing Operations Manager and Service Monitor IP Addresses, page 6-10.




Step 7 Click Discover. Service Statistics Manager displays a confirmation message. Discovery takes some time to complete. During this period, a progress bar is displayed and the buttons on this screen will be disabled. When discovery is complete, the buttons will be enabled.

When discovery is complete, the required SSM Agents will be connected to the Service Statistics Manager server and the monitors will be created. SSM Agent Status is displayed as follows:

• Green—Agent is added and connected to the Service Statistics Manager server.

• Red—Agent is either disconnected or not added to the Service Statistics Manager server. See What to Do When SSM Agent Status Is Red, page 6-10.

Editing Operations Manager and Service Monitor IP Addresses

If the IP address changes on a system where Operations Manager or Service Monitor is installed, update the IP address of the SSM Agent on the affected Operations Manager or Service Monitor system by using one of these procedures:


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• Editing the IP Address for the SSM Agent on the Operations Manager Server, page 6-11

• Editing the IP Address for an SSM Agent on a Service Monitor Server, page 6-11

Editing the IP Address for the SSM Agent on the Operations Manager Server



Step 3 Select the check box for Operations Manager.

Step 4 Click Edit. The Edit Operations Manager IP Address/Hostname window appears.

Step 5 Update the address or hostname in the Operations Manager IP Address/Hostname field.




Step 8 Click Apply. Service Statistics Manager displays a confirmation window.

Step 9 Click Close.

Editing the IP Address for an SSM Agent on a Service Monitor Server



Step 3 Select the check box for the Service Monitor.

Step 4 Click Edit. The Edit Service Monitor IP window appears.

Step 5 Update the address in the Service Monitor IP field.


Step 7 Click Close.

Deleting a Service Monitor from Service Statistics Manager



Step 3 Select the check box for the Service Monitor.


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Step 4 Click Delete. Service Statistics Manager displays a confirmation message and deletes the Service Monitor.

Enabling Call CategorizationCall categorization is the process of categorizing a call into one of the classifications in Table 6-1. For Service Statistics Manager to categorize calls correctly, you must configure the data in Table 6-2.

Table 6-1 Call Category Definitions

Call Category Definition

On Net Outgoing calls from one Unified Communications Manager cluster to another Unified Communications Manager cluster.

Internal Calls that originated in the Unified Communications Manager network and ended in the same Unified Communications Manager network (no gateways are used).

Local Calls originating in the Unified Communications Manager network going out through the Public Switched Telephone Network (PSTN). Local codes are specific to the dial plan.

Emergency Calls made to an emergency number.

Service Calls made to service numbers, complete phone numbers called for service-related issues.

Conference call Calls made to the conference application.

Long Distance Long distance calls originating in the Unified Communications Manager network going out through the PSTN. The non-local codes are defined by the dial plan.

International International calls originating in the Unified Communications Manager network going out through the PSTN.

Incoming Calls that originated outside the Unified Communications Manager network, entered through a gateway, and into the Unified Communications Manager IP network.

Tandem Long Distance

A call that comes into the Unified Communications Manager network through an inbound gateway, and gets switched back into the PSTN network through an outbound gateway. The call terminates outside of the local area.

Tandem International

A call that comes into the Unified Communications Manager network through an inbound gateway, and gets switched back into the PSTN network through an outbound gateway. The call is terminated in a different country.

Voice mail Calls made to the Unity application

Toll Free Calls made to toll-free numbers

Others Anything that does not fall into the above categories


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Managing Dial PlansTo categorize calls, Service Statistics Manage evaluates directory numbers against dial plan entries and uses user-configured information—gateway codes, service numbers, and toll-free numbers—and information obtained from Operations Manager.

The default dial plan for Service Statistics Manager is based on NANP; see Understanding the Default Dial Plan, page 6-13. This section includes the following:

• Adding a Dial Plan Entry, page 6-15

• Editing a Dial Plan Entry, page 6-15

• Deleting a Dial Plan Entry, page 6-16

Understanding the Default Dial Plan

The following table provides the default values that Service Statistics Manager uses. In conjunction with using the default values, Service Statistics Manager also checks user-configured data:

• Service Statistics Manager checks the user-configured service numbers to determine when to classify calls into the Service Number category; see Managing Service Numbers, page 6-19.

• When the pattern includes:

– T—Service Statistics Manager checks the user-configured toll-free codes to determine whether to categorize the call as toll free (see Managing Toll-Free Numbers, page 6-18).

– G—Service Statistics Manager checks the user-configured gateway codes (see Managing Gateway Codes, page 6-16).

In addition, Service Statistics Manager uses information from Operations Manager to classify calls into Voice Mail, Conference, and Emergency call types.

Table 6-2 Information Required for Call Categorization

Data Configuration

Dial plans Configure gateway codes and toll-free numbers first; then configure the dial plan entries to take gateway codes and toll-free numbers into account. By default, Service Statistics Manager uses the NANP. Update the dial plan entries to match your numbering plan. For more information, see Managing Dial Plans, page 6-13.

Gateway codes For each cluster, obtain a list of associated voice gateways from Operations Manager. Configure an area code (gateway code) for each gateway. For more information, see Managing Gateway Codes, page 6-16.

Note When you add gateways to your clusters, add them to Service Statistics Manager as well.

Toll-free numbers If you do not configure toll-free numbers, they will be included in the Others category. For more information, see Managing Toll-Free Numbers, page 6-18.

Service Numbers If you do not configure service numbers, they will be included in the Others category. For more information, see Managing Service Numbers, page 6-19.


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The following explains the default values in Table 6-3.

Row 1—If the number of digits dialed is equal to 5 and the pattern is ! (more than one digit, in this case, 5 digits), the call gets classified as on net.

Row 2—If the number of digits dialed is equal to 7 and the pattern is ! (more than one digit, in this case, 7 digits), the call gets classified as Local.

Row 3—If the number 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 code that has been defined in Service Statistics Manager), the call gets classified as Toll Free.

Row 4—If the number 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 Service Statistics Manager), the call gets classified as Local.

Row 5—If the number of digits dialed is equal to 10 and the pattern is ! (more than one digit, in this case a 10-digit number), the call gets classified as Long Distance.

Row 6—If the number 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 code that has been defined in Service Statistics Manager), the call gets classified as Toll Free.

Row 7—If the number 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 Service Statistics Manager), the call gets classified as Local.

Row 8—If the number of digits dialed is equal to 11 and the pattern is ! (more than one digit, in this case an 11-digit number), the call gets classified as Long Distance.

Row 9—If the number of digits dialed is greater than 3 and starts with 011, the call gets classified as International.

If none of the conditions gets satisfied, the call is classified as Others.

Table 6-3 Default Dial Plan Values

Row Condition Number of Digits Pattern Call Type

1 = 5 ! OnNet

2 = 7 ! Local

3 = 10 T! Others1

1. Service Statistics Manager classifies the call as Toll Free if the toll-free code is defined. (See Managing Toll-Free Numbers, page 6-18.)

4 = 10 G! Local2

2. Service Statistics Manager uses the defined gateway codes. (See Managing Gateway Codes, page 6-16.)

5 = 10 ! Long Distance

6 = 11 T! Others1

7 = 11 XG! Local2

8 = 11 ! Long Distance

9 > 3 011! International


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Adding a Dial Plan Entry


Step 2 Click the Dial Plan Configuration Edit link. The Dial Plan Configuration window appears.

Step 3 Click Add. The Add Dial Plan Entry window appears.

Step 4 Create a rule by entering data in these fields:

• Condition—Applies to the number of digits. Enter one of these:

Left Arrow (<)—Less than

Right Arrow (>) —Greater than

Equals symbol (=)—Equal to

• Number of Digits—Choose the number of digits in the directory number to which this rule should be applied. If the number of digits does not impact the rule, specify NA.

• Pattern—Enter the pattern to be used for call classification, where:

– G —G is a wildcard for gateway area codes specified in the gateway code configuration.

– T — Retrieves the toll-free numbers configured in Service Statistics Manager.

– ! — Signifies multiple digits (any number that is more than 1 digit in length, such as 1234 or 5551234).

– X—Signifies a single-digit number (such as 0, 1, or 9).

Step 5 Select the Call Type. (For call type definitions, see Table 6-1.)


Step 7 Click Close.

Editing a Dial Plan Entry


Step 2 Click the Dial Plan Configuration Edit link. The Dial Plan Configuration window appears, displaying existing dial plan entries. (For more information, see Understanding the Default Dial Plan, page 6-13.)

Step 3 Select the dial plan entry to edit and click Edit. The Edit Dial Plan Entry window appears.

Step 4 Update data in any of these fields:

• Condition—Applies to the number of digits in the directory number. Enter one of these:

Left Arrow (<)—Less than

Right Arrow (>) —Greater than

Equals symbol (=)—Equal to

• Number of Digits—Choose the number of digits in the directory number to which this rule should be applied. If the number of digits does not impact the rule, specify NA.

• Pattern—Enter the pattern to be used for call classification, where:

– G —G is a wildcard for user-specified gateway area codes; see Managing Gateway Codes, page 6-16.


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– T — Retrieves toll-free numbers configured in Service Statistics Manager; see Managing Toll-Free Numbers, page 6-18.

– ! — Signifies multiple digits (any number that is more than 1 digit in length, such as 1234 or 5551234).

– X—Signifies a single-digit number (such as 0, 1, or 9).

For examples, see Understanding the Default Dial Plan, page 6-13.

Step 5 Select the Call Type. (For call type definitions, see Table 6-1.)


Step 7 Click Close.

Deleting a Dial Plan Entry


Step 2 Click the Dial Plan Configuration Edit link. The Dial Plan Configuration window appears.

Step 3 Select the dial plan entry.

Step 4 Click Delete. Service Statistics Manager displays a confirmation window.

Step 5 Click Close.

Managing Gateway CodesFor each cluster, obtain a list of associated voice gateways from Operations Manager. Add each gateway—name and code (the area code for the gateway)—to Service Statistics Manager. Service Statistics Manager uses the gateway codes and information from Operations Manager to categorize calls as Long Distance and Local.

Note Whenever you add a gateway to any of your clusters, add it to Service Statistics Manager as well.

See the following topics:

• Adding Gateway Code Configuration, page 6-16

• Editing Gateway Code Configuration, page 6-17

• Deleting Gateway Code Configuration, page 6-17

Adding Gateway Code Configuration

Use this procedure to add a gateway to Service Statistics Manager and to define the area code for the gateway.



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Step 2 Click the Dial Plan, Gateway Codes, Toll-Free Numbers, Service Numbers Edit link. The Dial Plan Configuration window appears.

Step 3 Scroll to Gateway Code Configuration and click Add. The Add Gateway Code window appears.

Step 4 Enter data in the Gateway Code and Gateway Name fields as shown by example in this table.


Step 6 Click Close.

Editing Gateway Code Configuration

Use this procedure to edit the area code that applies to a gateway.



Step 3 Scroll to Gateway Code Configuration and click Edit. The Edit Gateway Code window appears.

Step 4 Enter data in the Gateway Code and Gateway Name fields as shown by example in this table.


Step 6 Click Close.

Deleting Gateway Code Configuration

Use this procedure to delete a gateway from Service Statistics Manager.



Step 3 Scroll to Gateway Code Configuration and select one or more gateway codes; or, to delete all gateway codes, select Select All.


Gateway Code Gateway Name

408 SJ-BW1.cisco.com

605 MV-GW2.cisco.com

Gateway Code Gateway Name

408 SJ-BW1.cisco.com

605 MV-GW2.cisco.com


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Step 5 Click Close.

Managing Toll-Free NumbersEnter all codes that should be interpreted as toll free. In the US, 1800 is an example of a toll-free code. Service Statistics Manager uses the numbers you enter to categorize calls as toll free. See the following topics:

• Adding Toll-Free Number Configuration, page 6-18

• Editing Toll-Free Number Configuration, page 6-18

• Deleting Toll-Free Number Configuration, page 6-18

Adding Toll-Free Number Configuration



Step 3 Scroll to Toll-Free Number Configuration and click Add. The Add Toll-Free Number window appears.

Step 4 Enter a code—such as 1800 or 1600—in the Toll-Free Number field.


Step 6 Click Close.

Editing Toll-Free Number Configuration



Step 3 Scroll to Toll-Free Number Configuration and select one toll-free number.

Step 4 Click Edit. The Edit Toll-Free Number window appears.

Step 5 Enter a code—such as 1800 or 1600—in the Toll-Free Number field.


Step 7 Click Close.

Deleting Toll-Free Number Configuration




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Step 3 Scroll to Toll-Free Number Configuration and select one or more toll-free numbers.


Step 5 Click Close.

Managing Service NumbersAdd the numbers that callers use for service-related issues. Service Statistics Manager uses them to categorize calls into the Service call type. See the following topics:

• Adding Service Number Configuration, page 6-19

• Editing Service Number Configuration, page 6-19

• Deleting Service Number Configuration, page 6-19

Adding Service Number Configuration



Step 3 Scroll to Service Number Configuration and click Add. The Add Service Number window appears.

Step 4 Enter a number that callers use for service-related issues.


Step 6 Click Close.

Editing Service Number Configuration



Step 3 Scroll to Service Number Configuration and select a service number.

Step 4 Click Edit. The Edit Service Number window appears.

Step 5 Enter a number that callers use for service-related issues.


Step 7 Click Close.

Deleting Service Number Configuration



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Chapter 6 Using Administration Working with Downloads


Step 3 Scroll to Service Number Configuration and select one ore more service numbers.


Step 5 Click Close.

Working with DownloadsYou can install the following downloads from the Administration tab:

• SSM Administration Console—Enables a user with the Administrator role to maintain users, groups, and access controls and to reset SSM Agents on remote systems.

• SSM Agent—Periodically polls for data on Operations Manager and Service Monitor systems and sends data to Service Statistics Manager.

Installing SSM Administration ConsoleSSM Administration Console is automatically installed on the system with Service Statistics Manager. However, you can install it on another system.

Step 1 Log in to the system where you want to install SSM Administration Console.

Step 2 Download the image and start the installation:

a. Log in to Service Statistics Manager and select the Administration tab.

b. Under Downloads, click Admin.exe. A File Download window appears.

c. Click Save and save Admin.exe to the desktop.

Note Alternatively, click Open and go to Step 3.

d. Double-click Admin.exe to start the installation. An InstallShield window appears with a Welcome message.

Step 3 Click Next. A License Agreement window appears.

Step 4 Click Accept. An Information window appears.

Step 5 Click Next. A Choose Destination Location window appears, displaying the default destination directory.

Step 6 Optionally, to install SSM Administration Console in a different directory, enter the full path to the directory or click Browse to choose it.

Click Next. The Start Copying Files window displays information about current settings.

Step 7 Click Next. The Setup Information window displays status during the installation; the Setup complete window appears with the Launch SSM Admin Console check box selected.


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Step 8 Optionally, unselect the Launch SSM Admin Console check box. Click Finish. (For more information, see Launching the SSM Administration Console, page 7-2.)

Installing SSM AgentSSM Agent is already automatically installed on the system with Service Statistics Manager. You must install SSM Agent on any other system where it is required, but not yet installed. SSM Agent must be installed on:

• The single Operations Manager 2.0.1 system that Service Statistics Manager supports. If Operations Manager is installed on a system that is remote from Service Statistics Manager, you must install SSM Agent on the remote system.

Note After you install SSM Agent on the Operations Manager system, you must add Operations Manager to Service Statistics Manager. See Triggering Discovery, page 6-9.

• Each Service Monitor 2.0.1 system that has been added to the Operations Manager system. If Service Monitor is installed on a system that is remote from Service Statistics Manager, you must install SSM Agent on the remote system.

Step 1 Log in to the system where you want to install SSM Agent.

Step 2 Download the image and start the installation:

a. Log in to Service Statistics Manager and select the Administration tab.

b. Under Downloads, click Agent.exe. A File Download window appears.

c. Click Save and save Agent.exe to the desktop.

Note Alternatively, click Open and go to Step 3.

d. Double-click Agent.exe to start the installation. An InstallShield window appears with a Welcome message.

Step 3 Click Next. A License Agreement window appears.

Step 4 Click Accept. An Information window appears.

Step 5 Click Next. A Choose Destination Location window appears, displaying the default destination directory.

Note If you are installing SSM Agent on a system where SSM Administration Console is installed, do not install SSM Agent in the directory with SSM Administration Console.

Step 6 To change the destination location, enter a new one or click Browse to find one.

Step 7 Click Next. A Start Copying Files window appears.

Step 8 Review settings for the installation and if they are correct, click Next. A Setup Status window appears, displaying setup progress. An Edit Data window appears.


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Step 9 Enter an unused port number for the agent and click Next. If you assign a port that is already in use, a message is displayed asking you to specify an unused port number. An Edit Data window appears.

Step 10 Enter a display name for the agent and click Next. (The display name will appear on Windows Services and on Add/ Remove Programs displays.) The InstallShield Wizard Complete window appears.


Verifying the SSM Agent and SSM Administration Console Software VersionThis procedure is provided for your information. You might not need to execute it.

Step 1 On the desktop, select Start > All Programs > Accessories > Notepad. The system opens an untitled Notepad.

Step 2 Select File > Open and navigate to the installation directory for SSM Agent or SSM Administration Console. The default paths are, respectively:

C:\Program Files\ Service Statistics Manager Agent\pronto\bin\

C:\Program Files\ Service Statistics Manager Admin\agent\pronto\bin\version

The exact path might vary based on the actual installation.

Step 3 Select All Files in the Files of type field.

Step 4 Open the file for the component to see the software version number:

• SSM Agent—AGENT_VERSION

• SSM Admininistration Console—Version

Uninstalling a Remote SSM AgentTo uninstall the local SSM Agent, see Quick Start Guide for Cisco Unified Service Statistics Manager 1.0 and follow the instructions for uninstalling Service Statistics Manager.

Note It is possible to uninstall only one instance of SSM Agent at a time.

Step 1 Log on to the system as an Administrator.

Step 2 Select Start > Settings > Control Panel.

Step 3 Double-click Add/Remove Programs.

Step 4 In the Add/Remove Program window, scroll to o Cisco Unified Service Statistics Manager Agent and click Add/Remove. The system displays a confirmation message.

Step 5 Click OK.

Step 6 Follow the prompts on the Maintenance screen to complete the process.

Step 7 From your desktop, navigate to the folder where you installed SSM Agent; (for example, C:\Program Files\ Service Statistics Manager Agent.


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Step 8 Delete the folder. Service Statistics Manager uninstalls all installed features of the agent and the Maintenance Complete message is displayed.


Uninstalling a Remote SSM Administration ConsoleTo uninstall the local SSM Administration Console, see Quick Start Guide for Cisco Unified Service Statistics Manager 1.0 and follow the instructions for uninstalling Service Statistics Manager.

Step 1 Log on to the system as an Administrator.

Step 2 Select Start > Settings > Control Panel.

Step 3 Double-click Add/Remove Programs.

Step 4 In the Add/Remove Program window, scroll to Cisco Unified Service Statistics Manager Admin and click Add/Remove. The system displays a confirmation message.

Step 5 Click OK.

Step 6 Follow the prompts on the Maintenance screen to complete the process.



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User OL-12224-01

C H A P T E R7
Using the SSM Administration Console
Your user role controls whether you can access SSM Administration Console. The following information is included in this section:

• SSM Administration Console Overview, page 7-1

• Launching the SSM Administration Console, page 7-2

• Managing Groups, page 7-3

• Managing Users, page 7-7

• Managing User Roles and Privileges, page 7-8

• Managing Remote Agents, page 7-12

SSM Administration Console OverviewSSM Administration Console is a user interface that is launched separately from Service Statistics Manager. SSM Administration Console is:

• Used to configure:

– Users—Service Statistics Manager supports two classes of user: Admin (users in this class access Service Statistics Manager and SSM Administration Console); and User (users in this class can access Service Statistics Manager only).

– Roles—Permissions.

– Groups—Used in reporting and in access control.

– SSM Agents—Perform data collection functions on remote systems where they are installed.

• Automatically installed on the system where Service Statistics Manager resides. You can also install SSM Administration Console on another Windows system. For more information, see Installing SSM Administration Console, page 6-20.

SSM Administration Console connects with and updates the Service Statistics Manager database.

Only a user with a role in the Administration user class can log in to SSM Administration Console. Such a user can also access all functions in Service Statistics Manager.

After initial installation:

• You must change the password for the default admin user from admin. You can do so from the Administration tab (see Changing Your Password, page 6-1) or from the SSM Administration Console (see Editing Users, page 7-8.)


Chapter 7 Using the SSM Administration Console Launching the SSM Administration Console

• You must log into SSM Administration Console to create additional users with appropriate roles.

Launching the SSM Administration Console

Note Only a user in the Administrator role in Service Statistics Manager can log into SSM Administration Console.

Step 1 Log in—directly or by using VNC—to the system where SSM Administration Console is installed.

Step 2 On the Windows desktop, select one of the following:

• Start > All Programs > Cisco Unified Service Statistics Manager > Cisco Unified Service Statistics Manager Admin

• Start > All Programs > Cisco Unified Service Statistics Manager Admin 1.0 > Cisco Unified Service Statistics Manager Admin

A Command Prompt window is displayed briefly and the SSM Administration Console login window appears momentarily.

Step 3 Enter information in the following fields:

• Host—DNS name or IP address of the Service Statistics Manager system that you want to administer.

• User—Username with access rights to the Service Statistics Manager system.

• Password—Password for the username.

Click Log in. Status information is displayed during login. On successful validation, the SSM Administration Console is displayed.

Note If you have an evaluation license for Service Statistics Manager, a reminder message displays the number of days remaining in the evaluation period. For more information, see Using an Evaluation License, page 8-8.

SSM Administration Console FoldersSSM Administration Console is organized into folders:

• Root—Simply the container or top-level folder.

• Group—Groups for reporting purposes. See Managing Groups, page 7-3.

• User—User management. See Managing Users, page 7-7.

• Advanced Options:

– Role—Access control for each role to Service Statistics Manager reports. See Adding a Role, page 7-10.

– Agent—SSM Agents from which this Service Statistics Manager obtains data. See Managing Remote Agents, page 7-12.


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Chapter 7 Using the SSM Administration Console Managing Groups

Expand each folder to view its contents; right-click the folder entries for menu options.

Managing GroupsA group is a collection of monitored resources. To create a group, you select individual Unified Communication Managers, call clusters, and other elements and provide a unique name for the group. Use groups to organize elements, for example, by location, department, or resource type. You can then select groups to:

• Create custom graphs for a selected group.

• Grant or deny user access to information for a selected group.

Before creating a group, add all corresponding objects to the Service Statistics Manager database by invoking the Discovery feature. (See Triggering Discovery, page 6-9 and Retriggering Discovery, page 6-10.)

There is no limit on the number of groups that you can define. However, you should avoid creating a single group with hundreds or thousands of monitors.

When creating a group that encompasses a large number of elements, it is best to create it from smaller groups that have real meaning in terms of function, dependency, or topological relationships and add these smaller groups to a top level group.

You can create a group using either of these methods:

• Adding a Group by Selecting Each Element, page 7-3

• Adding a Group by Selecting Groups, page 7-6

Adding a Group by Selecting Each Element

Step 1 Right-click the Group folder and select Add Group. The Add Group window is displayed.

Step 2 Enter data in these fields:

• Group Name—Unique name with a maximum length of 30 characters and no spaces.

• Group Description—(Optional) Meaningful description.

Note If you create a group that includes managed objects from a specific location, for example, you can provide a name or description indicative of the location.

Step 3 Select Group made by selecting each Managed Object and click Next. The Monitored Resources/Group Members window is displayed.

Step 4 Populate the Group Members table using any combination of the following methods:

• Expand folders in the Monitored Resources panel, select one or more devices (Ctrl plus click), and select Add.

• Enter device name or IP address in the Search for Devices field and click Go. Select one or more devices and select Add.

• Select Search…. The Search for Members window is displayed. For more information, see Searching for Group Members, page 7-5.

• Remove any objects by selecting them and clicking Remove.


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Step 5 Select the Auto Create Reports check box to automatically generate appropriate reports for this group during the daily report generation cycle. Selecting this check box enables Service Statistics Manager to generate a new set of reports that includes data only for the managed objects that you selected in Step 4. The set of reports will depend on the type of managed objects selected. For more information on monitor types and their auto-created reports see Table 7-1.


Table 7-1 Monitor Types and Reports That Are Automatically Created for a Group

Monitor Type Default Reports that Service Statistics Manager Will Automatically Create

Call Quality Percentage Distribution of Service Quality Clusters by Time—Weekly





Call Volume Call Volume Across Clusters—Monthly



Average Call Duration Across Clusters—Monthly

Total Traffic Across Clusters—Monthly

Total Duration Across Clusters—Monthly

Average Duration of Calls Across Clusters—Monthly

Average Call Duration vs. Volume Across Clusters—Monthly

Failed Calls Across Clusters—Monthly



Call Traffic and Duration Across Clusters—Daily


Top N Service Availability Across Clusters by Time—Monthly

IPSLA Data Jitter IPSLA Data Jitter Statistics

IPSLA Ping Echo IPSLA Ping Echo Statistics

IPSLA Ping Path Echo IPSLA Ping Path Echo Statistics

IPSLA UDP Echo IPSLA UDP Echo Statistics

IPSLA Gatekeeper RD IPSLA Gatekeeper Reg Delay Statistics


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Searching for Group Members

When you add or edit a group, the Search for Members window enables you to specify filters, find matching monitors, and add them to the group that you are working with.

Step 1 Select one radio button and select a filter from the associated list:

• Group—If you have defined groups, select one group to obtain a list of all monitors in it.

• Monitor Group—Select a monitor group from the list.

• Source Agent—SSM Agents on systems where Operations Manager or Service Monitor are installed. Select an SSM Agent to obtain the list of monitors from the system where the agent is installed. For more information, see Service Monitor Database Monitor Types and Attributes, page A-2 and Operations Manager File-Based Monitor Types and Attributes, page A-8.

• Target Device—Devices associated with Service Statistics Manager. After the user selects a device and clicks the Search option, the search result displays the list of monitors on the selected device. For more information, see Devices and Associated Monitor Types, page A-1.

• Monitor Type—Use to find all monitors of this type.

Note If you select Monitor Type, you can further refine your search by using the Attribute, Operator, and Attribute Value fields.

Step 2 Click OK. The Search Results window displays a table with the following:

• Type—Monitor type.

• Path name—The system and the device or IPSLA test name in this format: <System name>\<Device IP or IPSLA test name>.

Step 3 To remove entries from the Search Results window, select them and click Remove. The Search Results window displays the remaining entries.

Step 4 Select the entries that you want to move from the Search Results window to the Search Members window and click Add. The Search Results window closes and the Search Members window is displayed.

Unity Performance Voicemail Port Utilization Over Time—Monthly



Voicemail Port Utilization—Monthly

Voicemail Port Utilization—Weekly

Voicemail Port Utilization—Daily

Unity Detailed Performance

Unified CM Performance

Detailed Performance—Daily

Table 7-1 Monitor Types and Reports That Are Automatically Created for a Group (continued)

Monitor Type Default Reports that Service Statistics Manager Will Automatically Create


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Adding a Group by Selecting GroupsChoose from other groups (child groups) to create a parent group. You can display parent and child groups hierarchically on the SSM Administration Console; for more information, see Defining Group Display, page 7-6.

Step 1 Right-click the Group folder and select Add Group. The Add Group window is displayed.

Step 2 Enter data in these fields:

• Group Name—Unique name with a maximum length of 30 characters and no spaces.

• Group Description—(Optional) Meaningful description.

Step 3 Select Group made by grouping existing groups and click Next. The Add Group window is displayed.

Step 4 To populate the Child Groups list, click Add. The Group Chooser dialog box appears.

Step 5 Select the Auto Create Reports check box to automatically generate appropriate reports for this group during the daily report generation cycle. Selecting this check box enables Service Statistics Manager to generate a new set of reports that includes data only for the managed objects that you selected in Step 4. The set of reports will depend on the type of managed objects selected. For more information on monitor types and their auto-created reports seeTable 7-1.

Step 6 Select groups and click OK. The Group Chooser dialog box closes.


Defining Group DisplayBy default, groups are displayed in a flat list. If you want to display groups hierarchically, you can do so. In a hierarchical display, to view child groups you must expand parent group folders.

Step 1 Right-click the Group folder; select Display Group and select one of the following:

• Flat—To display all groups in a list.

• Hierarchical—To display a hierarchy of parent and child groups.

Editing a Group

Note When you edit a group, you cannot select or deselect the Auto Create Reports check box.

However, you can change anything else about the group, including the group name and whether the group is composed of groups or individually selected managed objects.

Step 1 Right-click the group and click Edit Group. The Edit Group window is displayed.

Step 2 Editing a group is very much like adding a group. For more information, see one of these topics:

• Adding a Group by Selecting Each Element, page 7-3


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Chapter 7 Using the SSM Administration Console Managing Users

• Adding a Group by Selecting Groups, page 7-6

Deleting a GroupIf you delete a parent group, the child groups remain.

Step 1 Right-click the group and select Delete. The Confirm Deletion window is displayed.

Step 2 Click OK.

Managing UsersThe User folder contains Service Statistics Manager administrator and user accounts, enabling you to control and identify who has the access to the system. From this folder, you can add, edit, and delete administrator and user accounts and you can edit roles. When you add or edit a user, you must assign a role or access control for the user. Roles control:

• Which groups and views a user can access.

• Whether a user can access SSM Administration Console.

For more information, see Managing User Roles and Privileges, page 7-8.

User activity on Service Statistics Manager is recorded in the access log file, access.log, which is available in this directory:

<Installation Directory>/pronto/logs/

Adding a User

Step 1 Right-click the User folder and select Add User. The Add User window is displayed.

Step 2 Enter data:

• Login—Username for logging into Service Statistics Manager.

Note The default login name for administrators is admin and password is admin.

• Password—Password for the username.

• Re-enter Password—Password again for verification.

• Email Address—User’s e-mail address.

• Force Change Password—Select to force the user to change the password at first log in.

Step 3 Select the role that should govern this user account. System-defined roles are:

• Administrator

• Capacity Planner


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Chapter 7 Using the SSM Administration Console Managing User Roles and Privileges

• Executive

• Operations

To add more roles, click Add (adjacent to the Role field). For more information, see Adding a Role, page 7-10.

To view/edit an existing role, click View/Edit (adjacent to the Role field). For more information, see Editing a Role, page 7-12.

Users obtain access rights from the selected role. Therefore, select the role appropriately. Select Administrator to assign access to SSM Administration Console and full configuration privileges to Service Statistics Manager system and SSM Agents.

Step 4 Click Add to add the new user. A confirmation message is displayed.

Step 5 Click Done to exit the Add User window after adding all required users.

Editing UsersUse this procedure to reset the user password or to change the user role. You can change any user information except the username.

Step 1 Expand the User folder.

Step 2 Right-click the user to edit, and click Edit. The Edit User window is displayed.

Step 3 The procedure to edit a user is similar to that of adding a new user. After making the required changes, click OK. For more information, see Adding a User, page 7-7.

Deleting Users

Note After you delete a user, SLAs and reports created by the user remain. However, the owner for these SLAs and reports is displayed as None.

Step 1 Expand the User folder.

Step 2 Right-click the user to delete, and click Delete. A confirmation window appears.

Step 3 Click OK.

Managing User Roles and PrivilegesEvery user is assigned a role. Roles control user access to views, groups, reports, and SLAs in Service Statistics Manager. Roles also control user access to the SSM Administration Console. There are two classes of roles:


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• Administrator Class—A role in the Administrator class enables access to both SSM Administration Console and Service Statistics Manager. Service Statistics Manager provides one default:

– Role in the Administrator class—The default role is also named Administrator.

– User in the Administrator role—The default username is admin.

The default user admin—and any other user with a role in the Administrator class—can create additional users and additional roles (as well as use all features of the SSM Administration Console.)

• User Class—A role in the User class does not provide access to the SSM Administration Console, but does enable some access to Service Statistics Manager. Service Statistics Manager provides 3 default roles in the User class:

– Capacity Planner

– Executive

– Operations

Table 7-2 lists: default roles by class; Service Statistics Manager tasks and components; and default access granted to each role.

Table 7-2 Default Roles and Privileges for Service Statistics Manager Tasks and Components

Task or Component

Administrator Class User Class

Administrator Role Capacity Planner Role Executive Role Operations Role

SSM Administrator Console

Note A user in a role in the Administrator Class can access this component and all of its features. This is the only component or task that is exclusive to a user role in the Administrator class.

X — — —

Service Statistics Manager Administration Tab—Selected Advanced Administration Tasks

Note If you want to configure a role in the User class with privilege to perform these tasks, you can do so.

Allow Auto Discovery X — — —

Allow Configure Call Quality Ranges

Allow Configure Phone Based Groups

Allow Configure Dial Plan

Service Statistics Manager Views Tab

Manage Views (Add, Edit, Delete) X X X X

Access All Views or Selected Views

Note The selected views listed in this table are those that are selected by default when you first install Service Statistics Manager.

All Selected:

Capacity Planner Home

Utilization

Selected:

Call Duration

Call Volume

Executive Home

Service Availability

Service Quality

Selected:

Call Analysis

Operations Home

Performance

Top N


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Adding a Role

Note Service Statistics Manager provides these default roles: Administrator, Executive, Capacity Planner, and Operations. For more information, see Managing User Roles and Privileges, page 7-8.

Step 1 Expand the Advanced Options folder.

Step 2 Right-click the Role folder and select Add Role. The Add Role window opens to the General tab.

Step 3 Enter a unique name for the role.

Step 4 Update selections on the General Tab:

• User Class—Select one of these:

– Administrator—A role in this user class provides access to both SSM Administration Console and Service Statistics Manager.

– User—A role in this user class enables a user to access Service Statistics Manager only.

• Allow Auto Discovery—For more information, see

Service Statistics Manager Groups

Note Groups are user-defined; users with access to the SSM Administration Console can create groups. Service Statistics Manager does not provide default groups.

Access All Groups or Selected Groups All All All All

Service Statistics Manager SLAs Tab

Note Users on a system with a Standard license cannot access the SLA tab and cannot manage or access SLAs. SLAs are user-defined; Service Statistics Manager does not provide default SLAs.

Manage SLAs (Add, Edit, Delete) X — — —

Access All SLAs or Selected SLAs. All All All All

Service Statistics Manager Reports Tab

Manage Reports (Add, Edit, Delete) X — — —

Access Available Reports or Selected Reports

Available Reports—Service Statistics Manager provides default reports; for a list, see Default Reports, page 3-16.

Note A report defined in Service Statistics Manager can be private (accessible only to the creator of the report) or shared with the user group—that is users in the same role—or shared with everyone. A user in a role with access to selected reports cannot access shared reports unless they have been added to the list of selected reports for the role.

Table 7-2 Default Roles and Privileges for Service Statistics Manager Tasks and Components (continued)

Task or Component

Administrator Class User Class

Administrator Role Capacity Planner Role Executive Role Operations Role


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• Allow Configure Call Quality Ranges

• Allow Configure Phone Based Groups

• Allow Configure Dial Plan

Step 5 Select the Views tab:

• Select or deselect Allow View Management—Enables users in this role to create, edit, and delete views in Service Statistics Manager.

• Select one of these:

– All Views—Provide users in this role with access to all views.

– Selected Views—Provide users in this role with access to those on the Allowed Views list only. Move views between All Views and Allowed Views using the Add >> and Remove << buttons.

Step 6 Select the Groups tab and select one of these:

• All Groups—Provide users in this role with access to all groups.

• Selected Groups—Provide users in this role with access to groups on the Allowed Groups list. Move groups between the All Groups and Allowed Groups lists using the Add >> and Remove << buttons.

Step 7 Select the SLAs tab:

• Manage SLAs—Select or deselect. Enables users in this role to create, edit, and delete SLAs.

• Select one of these:

– All SLAs—Provide users in this role with access to all SLAs.

– Selected SLAs—Select this to provide user access to chosen SLAs in the system. Move SLAs between the All SLAs and Allowed SLAs lists using the Add >> and Remove << buttons.

Step 8 Select the Reports tab:

• Manage Reports (create, edit, delete)—Select or deselect. Enables users in this role to create, edit, and delete the reports specified on this tab.

• Select one of these to specify reports:

– Available Reports—Provides access for users in this role to all reports created with either Share this report with everybody or Share this report with my user group option available to users with this access control.

Note Private reports are available only to the report owner—the user that created the report. Report access (private/public/user group) can be specified while configuring the report. For more information, see Managing Reports, page 3-20. My user group refers to all users that have the same user role. For more information, see Managing Users, page 7-7.

– Selected Reports—Click this to choose reports that must be available to users with this access control. Users with this access control can view/manage only those reports that are selected here and made available to them by the administrator. A report created with the Share this report with everybody option can be viewed by users only if the report is made available to them.

Move reports between the All Reports and Allowed Reports lists using the Add >> and Remove << buttons.

Step 9 Click Add to save the settings and finish defining the role.


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Chapter 7 Using the SSM Administration Console Managing Remote Agents

Editing a Role

Caution It is highly recommended that you do not change the default roles: Administrator, Capacity Planner, Executive, and Operations.

Step 1 Expand the Advanced Options folder and expand the Role folder.

Step 2 Right-click the role that you want to edit and select Edit. The Edit Role window is displayed. For a description of each tab and the options on each, see Adding a Role, page 7-10.

Deleting a Role

Note Service Statistics Manager will not permit you to delete the Administrator role.

Caution Do not delete default roles: Capacity Planner, Executive, and Operations. If you delete a role, users assigned to that role are also deleted.

Step 1 Expand the Advanced Options folder and expand the Role folder.

Step 2 Right-click the role that you want to delete and select Delete. A confirmation window appears.

Step 3 Click OK.

Managing Remote AgentsSSM Agents spawn the creation of monitors, collect data, and deliver it to Service Statistics Manager for storage in the database.

Remote SSM Agents are those agents that reside on systems outside the Service Statistics Manager server. An SSM Agent cannot be connected to more than one Service Statistics Manager server simultaneously. After an SSM Agent is disconnected from a Once a Service Statistics Manager server, the SSM Agent becomes available to be connected to any other Service Statistics Manager server.

Note If a server with Service Statistics Manager or SSM Agent is rebooted or shut down for any reason, or if the network goes down, everything reconnects automatically on restart.

Local Agents vs. Remote Agents

Generally, all monitors that require direct access to Operations Manager or Service Monitor local resources require an agent on that same system. For example, to parse a log file, the agent must reside on the system where the log file exists in order to access it.


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Note The SSM Agent that resides on the Service Statistics Manager server is named SSMServer and must retain this name.

Adding a Remote SSM AgentThe normal procedure for adding a remote SSM Agent is:

1. Install the SSM agent software on the remote system. For more information, see Installing SSM Agent, page 6-21.

2. Run Discovery. For more information, see Triggering Discovery, page 6-9 or Retriggering Discovery, page 6-10.

If Discovery fails to add a remote SSM Agent:

1. Ensure that a valid username and password for Operations Manager is provided during Discovery. If necessary, supply another username and password and run Discovery again; see Retriggering Discovery, page 6-10.

2. If Discovery continues to fail, perform the tasks in SSM Agent Troubleshooting Tips, page 7-14.

3. Use this procedure to add the remote SSM Agent.

Step 1 Expand the Advanced Options folder, right-click the SSM Agents folder, and select Add SSM Agent. The Add Device and Agent window appears, open to the Configuration tab.

Step 2 Enter the following required information:

• Device Type—Select Server.

• Device Name—Enter a descriptive name for the agent.

Note Do not give the name SSMServer to a remote SSM Agent. SSMServer is reserved for use only as the name of the local SSM Agent on the Service Statistics Manager server.

• IP Address—Enter the IP address or hostname— if using DNS—of the Operations Manager or Service Monitor server with the SSM Agent that you want to add to Service Statistics Manager.

Step 3 Click Next.

Step 4 Optionally, select a group on the Groups Tab. (Groups are user-defined in the SSM Administration Console; see Managing Groups, page 7-3.) If you select a group, the monitors that the SSM Agent creates will also be added to this group.

Step 5 Click Next. The Add Device and Agent window displays fields listed in the next step.

Step 6 Provide data in these fields:

• Control Port—The default control port (TCP connection port) is 12124. It is highly recommended that you use the default control port unless there is no other alternative. If you must change the port:

– Click Close.

– Contact a user with Windows system administrator privilege who can log into the SSM Agent system to change the port number for the pronet.apps.agent.port property in the pronet.conf file. For more information, see Step 2 in SSM Agent Troubleshooting Tips, page 7-14.

– Return to Step 1.


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• Agent Name—The default value is the Device Name specified on the previous screen.

• Agent IP Address—The default value is the IP Address (or name of the agent if using DNS) entered in the IP Address field.

• Associated Device—Lists devices with the same IP address as the IP address entered in Step 2, which is, by default, selected.

• Connection to Server—Select the Direct Access using TCP/IP option.(SSM agent does not use SSL TCP/IP).

• Click Next to create the agent. After the agent is created, a second Add Agent window is displayed to allow selection of monitors for the system.

Step 7 Choose the monitors. For a list of the monitor types that are associated with the devices in Operations Manager and Service Monitor, see Devices and Associated Monitor Types, page A-1.

Step 8 To view the new agent, close the SSM Agents folder and expand it again.

Step 9 Click Finish. Service Statistics Manager registers the new agent and creates the specified monitors. The status of each action is listed on the screen.

Step 10 Click OK.

SSM Agent Troubleshooting TipsThe following error might be displayed when connecting SSM Agent to Service Statistics Manager. (The error can also occur when running Discovery.)

The Agent has been created but is not active.Monitors will not be added.

This can be caused by (1) Agent slow in initializing (2) Agent not properly installed on device (3) Agent Version being higher than Server Version.

If (1), you can click on the ‘Next’ button to re-connect so that you can add monitors. Or

If (2), you can re-type the correct information and click ‘Next”. Or, hit the ‘Close’ button and add the monitors at a later time.

This error indicates that Service Statistic Manager is unable to connect to the SSM Agent. Click OK to add the SSM Agent to the SSM Agents folder. However, the SSM Agent is not connected. This problem occurs if you try to create or edit an SSM Agent from the SSM Administration Console using incorrect data, entering the wrong IP address or port number for example.

If you do not edit the information and simply close the Add Agent window, the SSM Agent is listed in the SSM Agent folder, but does not become active. If you want to delete this SSM Agent, close the Add Agent window, right-click this SSM Agent, and select Delete.

If this problem occurs, check the following:

• Verify that you can ping the system with the SSM Agent from the Service Statistics Manager system.

• Verify that your firewall policy allows the opening of a TCP Control Port (default 12124). (Consult with your network system administrator.)

• If you have entered a different TCP Control Port from the default 12124, and did not modify the corresponding pronet.conf files, correct it as detailed in the following procedure.


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Step 1 From the Service Statistics Manager system, ping the SSM Agent machine. If the SSM Agent machine does not respond, continue to Step 2.

Step 2 As a user with Windows administrator, log into the SSM Agent system and check the port number being used by the pronet_agent process (the SSM Agent):

a. Open the pronet.conf file in this folder:

< Install Directory>\agent\pronto\conf\

b. Look for this property:

pronet.apps.agent.port=<number>

c. Verify that the pronet.apps.agent.port number matches the port number in the SSM Agent object instance (displayed in the SSM Administration Console folder under Advanced Options > SSM Agent). If the port number is the same, proceed to Step 3.

d. If the port number is different, do one of the following:

– Change the pronet.apps.agent.port number in the pronet.conf file and restart the SSM Agent (see Restarting an SSM Agent, page 7-17).

– Change the SSM Agent object by deleting and recreating it. See Deleting an SSM Agent, page 7-16 and Adding a Remote SSM Agent, page 7-13.

Step 3 Check whether another licensed Service Statistics Manager server has already connected to this agent:

a. On the agent machine, issue this command:

netstat -an

Where the port number is either of the port numbers listed in the cntlmod.ini file, if the output of the netstat command shows the port in a listen state, as shown in this example:

*.12124 *.* 0 00 0 LISTEN

then the connection is OK; proceed to Step 4.

If the output of the netstat command shows a connection with another Service Statistics Manage, as shown in this example:

207.20.93.203.12124 207.20.93.189.34708 8760 08760 0 ESTABLISHED

(Service Statistics Manager IP address is displayed second)

then a conflict exists. Disable the connection from one of the Service Statistics Managers. See Disconnecting an SSM Agent, page 7-17.

Step 4 Check whether the SSM Agent is behind a firewall. If so, the port being used might be disabled on the firewall.

Step 5 Check whether the port is being used by another application on the SSM Agent machine.

Note Service Statistics Manager supports SSM Agent installation on systems with applications from the Cisco Unified Communications Management Suite—such as Operations Manager and Service Monitor—only.


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Understanding Communication Between an SSM Agent and Service Statistics Manager Server

SSM Agent connection and communication is over TCP. A TCP agent passively waits for a connection from the server by listening on a TCP port (port 12124 by default). When adding a TCP agent, the server tries to contact it and establish a connection with it.

Editing an SSM Remote AgentTo resume data collection after the system date and time has been changed on the system where an SSM Agent is installed, you must restart the SSM Agent; see Restarting an SSM Agent, page 7-17.

Step 1 Expand the Advanced Options and SSM Agents folders.

Step 2 Right-click the SSM Agent to be edited and select Edit. The Edit SSM Agent window is displayed.

Step 3 Update data in any of these fields:

• Control Port—The default control port (TCP connection port) is 12124.It is highly recommended that you use the default control port unless there is no other alternative. If you must change the port:

– Click Close.

– Contact a user with Windows system administrator privilege who can log into the SSM Agent system to change the port number for the pronet.apps.agent.port property in the pronet.conf file. For more information, see Step 2 in SSM Agent Troubleshooting Tips, page 7-14.

– Return to Step 1.

• Agent Name—Enter a descriptive name.

Note Do not change the name of the local SSM Agent; it must retain the name SSMServer.

• Agent IP Address—Enter the IP address of the system where the SSM Agent is installed.

• Associated Device—Device associated with this agent.

Step 4 Click OK.

Note If you have changed any values, click OK. If you do not click OK, changes will not be saved.

Deleting an SSM AgentWhen you delete an SSM Agent from the Advanced folder, monitors that the SSM Agent created and for which the SSM Agent coordinated data collection are also deleted. On deleting an SSM Agent, the SSM Administration Console displays the message: All monitors associated with this SSM Agent will be deleted.

If you want to completely and permanently remove an SSM Agent, you should also uninstall the SSM Agent software; see Uninstalling a Remote SSM Agent, page 6-22.

Step 1 Expand the Advanced options and the SSM Agents folder.


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Step 2 Right-click the agent to delete, and select Delete.

Note If the SSM Agent is currently monitoring applications, a warning message is displayed.

Note Do not delete SSMServer. This is the local SSM Agent on the Service Statistics Manager server, it must always appear in the SSM Agents folder.

A confirmation window is displayed.

Step 3 Click OK.

Step 4 To confirm that the agent has been deleted, close and expand the SSM Agents folder.

Connecting an SSM Agent


Step 2 Right-click the SSM Agent and select Connect Agent.

Note If Connect Agent is grayed out, the agent is already disconnected.

Disconnecting an SSM Agent


Step 2 Right-click the SSM Agent and select Disconnect Agent.

Note If Disconnect Agent is grayed out, the agent is already disconnected.

Restarting an SSM AgentYou can restart an agent if the agent status is Connection Active. To verify the agent status, right-click the SSM Agent and select Edit. The Edit SSM Agent window appears; see Agent Status at the top of the window.



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Step 2 Right-click the SSM Agent and select Restart Agent. This works only if the agent status is Connection Active.


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User OL-12224-01

C H A P T E R8
System and Database Administration
This information is provided for a system administrator who is responsible for maintaining the server on which Service Statistics Manager resides. The tasks in the following topics can be performed by a user with Windows administrator privilege on the Service Statistics Manager server:

• Backing Up and Restoring the Database, page 8-2

• Issues and Workarounds, page 8-5

The following topics are also included:

• Understanding Database Purging, page 8-1

• Understanding Database Archiving and Archive Files, page 8-1

Note The Service Statistics Manager server restarts weekly on Sunday. If any problem occurs, email is sent to theaddress entered during the installation.

Understanding Database PurgingDatabase purging deletes older data from the database, helping to restrict database growth. Service Statistics Manager reports operate on two types of data:

• Aggregated data—Data collectors (monitors) process file-based Operations Manager data, aggregating it. Service Statistics Manager imports the aggregated data into the database where it is retained for 90 days. Database purging deletes aggregated data that is older than 90 days.

• CDR data—Call detail records obtained from Service Monitor are imported into the database as is; no aggregation is performed. CDR data is retained for 30 days. Database purging deletes CDR data that is older than 30 days.

For more information, see Understanding Data Rollup and Data Retention, page 3-5.

Understanding Database Archiving and Archive FilesService Statistics Manager automatically performs weekly full database backups. A full backup stores a snapshot of the database and transaction log files in the database archive directory and, on completion, purges older data from the transaction log. The existing archive and transaction log are temporarily stored before the archive job starts and are deleted on successful completion of the backup process. A full backup will:


Chapter 8 System and Database Administration Backing Up and Restoring the Database

• Require extra disk space—Since the existing archive and transaction log are stored temporarily while the archive runs and deleted after successful completion, the archive job requires enough space for two complete database backups. If there is not enough space to back up the database to the archive directory, an e-mail alert is sent.

• Recover from a failed backup attempt—If the archive job fails for any reason, such as insufficient disk space, the original files are restored so that there is no data loss.

Note If the specified archive directory does not have enough disk space to archive the database, the utility also sends an e-mail alert.

Table 8-1 lists files that are related to Service Statistics Manager database archive and restore.

Backing Up and Restoring the Database Backing up (archiving) the Service Statistics Manager database is highly recommended as part of regular maintenance that:

• Provides a measure of safety against hardware failure or administrative errors.

• Maintains optimal system performance by removing older data from the transaction log, preventing the log from becoming enormous.

Service Statistics Manager automatically backs up the database weekly. A full backup runs as this scheduled task: pn_WeeklyJob_ArchiveDB0530.

For more information, see Understanding Database Archiving and Archive Files, page 8-1.

Note Database archiving does not interrupt data collection or stop any Service Statistics Manager process.

Table 8-1 Service Statistics Manager Database-Related Files

Database-Related Files and Directories Description

storm_<hostname>.db

in <Installation Directory>\pw\sybase

Service Statistics Manager database

pronto.log

in <Installation Directory>\pw\sybase

Current transaction log file; stores database transactions since the previous full backup.

BackupLocation

in <Installation Directory>\pw\dbarchive

A plain text file that contains the location of the most recent full backup of the database.

Note Do not edit the BackupLocation file. Whenever a full backup is taken, the contents of this file and all existing incremental backup files are deleted.

<Installation Directory>\pw\dbarchive Directory where Service Statistics Manager stores the weekly full database archive and transaction log.

Note If, in addition to the weekly full backup, you perform a full database backup from the command line, you can specify another archive directory. The archive directory in the BackupLocation file is updated in this case.


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Service Statistics Manager uses the pw database archive utility to perform backups. You can use the utility from the command line to take additional database backups and to restore the database. See Performing a Full Database Backup, page 8-3.

Performing a Full Database BackupYou can use the pw database archive command to take full database backups that are in addition to the weekly full database backups that Service Statistics Manager performs.

The pw database archive command stores transaction log files and a snapshot of the Service Statistics Manager database in an archive directory. The archive directory can be specified as an input parameter or entered in response to a prompt. The command and options are:

pw database archive [<archive directory>] [send-email]

If you simply enter the following command:

pw database archive

you are prompted for an archive directory and the utility performs a full database backup.

Table 8-2 describes command line options and provides links to important information.

Example: Performing a Full Database Backup to a Specific Disk

Follow either of these examples:

• Example with a command line argument:

pw database archive C:\tmp\archive

This command saves the archive in C:\tmp\archive.

Table 8-2 Database Archive Command Arguments

Command Line Options Description

[<archive directory>] Places backup files in the specified archive directory.

Caution If this directory exists, it is overwritten without warning. For more information, see (Optional) Saving an Existing Full Database Backup Before Creating a New One, page 8-4.

Note It is recommended that you archive the database to a different disk than the one on which the database resides; if the database resides on drive C and you have a drive D, archive to it; for example.

pw database archive D:\tmp\archive

Note If the default directory (<Installation Directory\pw\dbarchive>) cannot be specified with the pw database archive command, specify another directory.

[send-email] Sends email if the specified archive directory does not have enough disk space to archive the database.


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• Example without a command line argument:

pw database archive

The output of this command will be:

About 6 MB free diskspace is needed to archive the databaseD:\Program Files\CUSSM\pw\dbarchive has sufficient space for database backup.Do you want to specify another location to backup the database (Y/N) [Default is n]:

Entering a y here produces the following:

Checking Drives to archiveFollowing drives have diskspace greater than 6 MB-----------------------------------------------------------------Drive Available DiskSpace----- -----------------------C: 7386 MBD: 21715 MBEnter the archive directory for Cisco Unified Service Statistics Manager [default is D:\Program Files\CUSSM\pw\dbarchive ]:Pressing Enter produces the following result: Taking backup of the database and the transaction log ..Backup CompletedBackup Directory is D:\Program Files\CUSSM\pw\dbarchiveArchive log file is relocated at D:\Program Files\CUSSM\pw\pronto\logs\dbarchive.log for administration.

(Optional) Saving an Existing Full Database Backup Before Creating a New OneYou might want to save an existing full database backup to:

• Keep more than one weekly full database backup—After the weekly full database backup completes successfully, Service Statistics Manager deletes the previous full backup file.

• Preserve the current weekly full backup along with any full backup that you take in the interim—If you perform a full database backup from the command line and do not specify a location different from the default archive directory, the most recent weekly full backup is overwritten without warning.

Step 1 Use Windows Explorer to copy the dbarchive directory to a new name. For example, copy this directory:

<Installation Directory>\pw\dbarchive

and paste it to this directory:

<Installation Directory>\pw\dbarchive01

Restoring the Database

Note • Running the database restore command stops all Service Statistics Manager processes. After the restore completes successfully, all Service Statistics Manager processes are started.


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Chapter 8 System and Database Administration Issues and Workarounds

• If the transaction log file pronto.log is moved from the directory <Installation Directory>\pw\sybase, restart Service Statistics Manager and take a full backup of the database.

You can restore the database using this command:

pw database restore

The utility obtains the location of the full backup file from <Installation Directory>\pw\archive\BackupLocation file.

To restore the database from the previous full backup, use this command:

pw database restore -full

This operation restores the storm_<hostname>.db and pronto.log files from <Installation Directory>\pw\dbarchive directory to <Installation Directory>\pw\sybase directory.

Example: Restoring a Database from a Full Backup File

To restore the database using the full backup file, enter the following command:

pw database restore -full

The output of this command will be:

Restoring data can take a long time for a large system.This requires that data collection be shutdown temporarilywhile this operation takes place. Continue (y/n)[default is 'n']?

Entering y here produces the following output:

Stopping SSM Server...Successfully stopped SSM Server...Restoring the database only using the full backup files.Backup directory specified: D:\Program Files\CUSSM\pw\dbarchiveRemoving the existing database file storm_procis1.db and the transaction log pronto.logRestoring database to D:\Program Files\CUSSM\pw\sybase, please wait ...done.Database Restored.Stopping SSM Server...Starting SSM Server...Successfully brought up SSM Server...Taking the full backup to D:\Program Files\CUSSM\pw\dbarchive after restoring the database.About 5 MB free diskspace is needed to archive the databaseTaking backup of the database and the transaction log ..Backup CompletedBackup Directory is D:\Program Files\CUSSM\pw\dbarchive

Issues and WorkaroundsIf issues arise in your Service Statistics Manager implementation, Table 8-3 contains information that might address them.


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Table 8-3 Issues and Workarounds

Issue Workaround

Wrong sequence number exception (CDR data file transfer failure)

Resolve the problem by doing one of the following:

• Increase the value of file chunk size. To do so, edit the pronet.conf file on the Service Statistics Manager system in the <Installation Directory>\pw\custom\conf directory. In pronet.conf:

– Search for this property: pronet.apps.filetransfer.chunksize; its default value is 300 KB.

– Increase the value; it is not recommended to increase the file chunk size beyond 500 KB.

• Decrease the poll period in Service Statistics Manager for Service Monitor monitors to 5 minutes. The default poll period for Service Monitor monitor is 15 minutes. By decreasing the poll period, the amount of CDR data to be transferred during each poll is also decreased. For this procedure, contact Cisco Technical Assistance Center (TAC). If you do not have a Cisco service contract, contact your account manager or reseller. To learn more about your support options, go to:

http://www.cisco.com/go/services

Jserver server ran out of memory

Increase the maximum heap memory of Jserver by changing the value of MaxHeap in pnjserver.conf.


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http://www.cisco.com/go/services


SSM Agent ran out of memory

Note Usually, it is the SSM Agent on the Operations Manager system that might run out of memory.

To work around this problem, you can increase the maximum heap memory for the SSM Agent or you can distribute the load across multiple SSM Agents.

Increase Max Heap Memory

Increase the maximum heap memory of SSM Agent:

1. On the system where SSM Agent is installed, edit this file <Installation Directory>\agent\pronto\conf\pnagent.conf

2. Change the value of MaxHeap and LOCMaxHeap

Distribute Load Across Multiple SSM Agents

Additionally, you can distribute the load across multiple SSM Agents on the same Operations Manager system. To do so:

1. Install additional SSM Agents using different ports on the Operations Manager system. Note the port names that you assign to the agents. You will need them in the next step.

2. On the Service Statistics Manager system, enable Autodiscovery to work with the additional SSM Agents that you have installed on Operations Manager. To do so, make the following changes in pronet.conf:

– pronet.ssm.useadditionalomagents = true

This flag specifies that Autodiscovery should not deploy all Operations Manager monitors on the default Operations Manager SSM Agent.

– pronet.ssm.omagent.default.monitors = MonitorUniqueName1, MonitorUniqueName2, etc.

This flag specifies the monitors to deployed on the default Operations Manager SSM Agent.

– pronet.ssm.omagent.1.port = 13133

– pronet.ssm.omagent.1.monitors= MonitorUniqueName3, MonitorUniqeName4

These flags specify the port number to be used by an SSM Agent and the monitors to be deployed on it.

For each SSM Agent that you add, add these two properties—changing the number in the property name to make it unique. For example, if you add 3 SSM Agents, you would have 3 sets of properties; this example shows the number in the property name incrementing by 1 each time:

pronet.ssm.omagent.1.port = 13133pronet.ssm.omagent.1.monitors= MonitorUniqueName3, MonitorUniqeName4pronet.ssm.omagent.2.port = 13134pronet.ssm.omagent.2.monitors= MonitorUniqueName5, MonitorUniqeName6pronet.ssm.omagent.3.port = 13135pronet.ssm.omagent.3.monitors= MonitorUniqueName7, MonitorUniqeName84

3. Trigger Autodiscovery.

Table 8-3 Issues and Workarounds (continued)

Issue Workaround


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Chapter 8 System and Database Administration Using an Evaluation License

Using an Evaluation LicenseAn evaluation license displays a message at login showing the number of days remaining until the license expires. When the license expires, a final message is displayed and you can no longer use Service Statistics Manager until you purchase the product, obtain a license file, and install the license file on the Service Statistics Manager system.

Some monitors stop collecting data on a loaded SSM Agent after restarting the SSM Agent.

The agent controller process disconnects the agent if it does not respond to poll requests. A loaded SSM Agent might not respond to poll requests from the agent controller.

To work around this problem, increase values related to the polling period (using the procedure below) and then use the procedure Distribute Load Across Multiple SSM Agents, page 8-7 in the previous row of this table.

Increase Values Related to the Polling Period

Edit pronet.conf on the Service Statistics Manager system and increase the values of these properties:

• pronet.apps.agent.pollperiod—Increase the agent poll period on the Service Statistics Manager system.

• pronet.apps.agent.pollperiod.allowednoreplies.tcp—Increase the number of No Replies allowed during agent poll.

• pronet.apps.agent.pollperiod.initnoreplies—Increase the number of No Replies allowed during agent initialization.

Loading CDR data to Service Statistics Manager database fails with Read timed out exception

This can happen in following cases:

1) If we run an SQL query on SSM_CDR_TABLE or SSM_CMR_TABLE using SQL tools such as Sybase Interactive sql and do not close the tool.

2) If CDR report is being generated at the same time.

Solution for case 1:

Close the Sybase Interactive SQL or any other SQL tool that is open.

Solution for case 2:

Edit pronet.conf on the Service Statistics Manager system and change the values of these properties:

• pronet.agentcontroller.ssm.dim.DBStatementExecTimeoutInSeconds—Increase the timeout period for execution of database statements. If the value of this property is set to -1, then no timeout will be set for database statement execution.

• pronet.agentcontroller.ssm.dim.LoadDBRetries—Increase the number of retries to be done.

• pronet.agentcontroller.ssm.dim.LoadDBRetryWaitTimeInSeconds—Set the appropriate time to wait before doing a retry.

Table 8-3 Issues and Workarounds (continued)

Issue Workaround


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Chapter 8 System and Database Administration Obtaining a License

Obtaining a LicenseTo be operationally valid, the license for Service Statistics Manager must support at least as many phones as the license for the associated Operations Manager. To add support for additional phones to Service Statistics Manager, you can purchase incremental licenses. To obtain and install a license file for Service Statistics Manager or for incremental phone support, use this procedure.

Note After you purchase Service Statistics Manager or an incremental license, a Product Authorization Key (PAK) is sent to you on a software claim certificate.

Step 1 Register the product using the MAC address of the server where Service Statistics Manager is installed and the PAK that you received when you purchased the product. Get your license file from:http://www.cisco.com/go/license

Note You will be asked to log in. You must be a registered user of Cisco.com to log in.

Logging in allows your Cisco user profile information to autopopulate many of the product registration fields. Login is case sensitive. The license file will be sent to the e-mail address that you enter during registration.

Step 2 Copy the new license file to the Service Statistics Manager server into this directory: <Installation Directory>\pw\licenses\cisco\etc\licenses.

Step 3 Restart the server:

a. Select Start > All Programs > Cisco Unified Service Statistics Manager Server > Stop Server.

b. Select Start > All Programs > Cisco Unified Service Statistics Manager Server > Start Server.


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http://www.cisco.com/go/license

Chapter 8 System and Database Administration Obtaining a License


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User Guide OL-12224-01

A
P P E N D I X A Devices, Monitor Types, and Attributes
This topic includes the following:

• Devices and Associated Monitor Types, page A-1



Devices and Associated Monitor TypesService Statistics Manager collects data for managed elements—the devices and applications listed in Table A-1. Table A-1 also lists the monitor types associated with each managed object.

Table A-1 Devices and Associated Monitors

Managed Element Associated Monitor Types

Service Monitor1

1. Service Monitor obtains data from Unified Communications Manager Call Detail Records (CDR) and stores the data in a database.

Cisco Unified Communications Manager cluster (also referred to as a call cluster in this document)

Call Quality

Call Volume

Operations Manager 2

2. Operations Manager obtains some data from Perfmon counters on the devices and stores the data in CSV files. Operations Manager also obtains data from SNMP MIBs and stores the data in the database.

Cisco Unified Communications Manager

Unified CM Performance

System Utilization for Unified CM

Unity Unity Performance

System Utilization for Unity

IPCC System Utilization for IPCC

Voice Gateways System Utilization for Gateway

Gateway Utilization

Trunk Utilization

A-1for Cisco Unified Service Statistics Manager

Appendix A Devices, Monitor Types, and Attributes Monitor Types and Associated Attributes

Note Service Statistics Manager can also collect data from node-to-node test files on the Operations Manager system. Operations Manager stores the data from node-to-node tests in CSV files. For more information, see Node-to-Node Test File-Based Monitor Types and Attributes, page A-12.

Monitor Types and Associated AttributesFor the statistical data that can be collected by each monitor type—see:



• Node-to-Node Test File-Based Monitor Types and Attributes, page A-12

Understanding Data Collection From Service MonitorService Statistics Manager also collects call-related data for Unified Communications Managers and voice gateways from Service Monitor provided that:

• The Service Monitor is:

– Added to Operations Manager. (Service Statistics Manager locates each Service Monitor that is registered with Operations Manager during Auto Discovery.)

– Configured with Unified CM addresses and credentials.

• The Unified Communications Manager or voice gateway is included in Operations Manager inventory.

Service Monitor Database Monitor Types and AttributesService Monitor obtains call data from Unified Communications Manager CDRs and stores the data in the Service Monitor database. Service Statistics Manager monitor types—call volume and call quality—collect data from the Service Monitor database. For the attributes associated with each monitor type, see these topics:

• Call Volume Monitor Type Attributes, page A-2

• Call Quality Monitor Type Attributes, page A-7

Call Volume Monitor Type AttributesTable A-2 lists the data supported by call volume monitors. Service Monitor obtains this data from Unified Communications Manager CDRs.

Note For Service Statistics Manager to correctly classify calls into the call categories listed in Table A-2, you must configure Service Statistics Manager dial plans, gateway codes, toll-free numbers, and service numbers. For more information, see Performing Advanced Administration Tasks, page 6-2.

A-2User Guide for Cisco Unified Service Statistics Manager

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Appendix A Devices, Monitor Types, and Attributes Service Monitor Database Monitor Types and Attributes

Table A-2 Call Volume Monitor Attributes

Attribute Data Type Unit Description

Availability Integer % 0 if the DB being monitored is not available and 100 if it is available.

Call Category: On Net

On Net–Number of Calls Integer # Number of Calls On Net during the last poll period

On Net–Duration of Calls Integer # Duration of Calls On Net during the last poll period

On Net–Number of Completed Calls

Integer # Number of Completed On Net Calls during the last poll period

On Net–Number of Abandoned Calls

Integer # Number of Abandoned On Net Calls during the last poll period

On Net–Number of Failed Calls Integer # Number of Failed On Net Calls during the last poll period

On Net–Erlangs Integer # Traffic Erlangs of On Net Calls during the last poll period

On Net–Average Duration Integer # DurationOnNet/Number of CallsOnNet

Call Category: Internal

Internal–Number of Calls Integer # Number of Internal Calls during the last poll period

Internal–Duration of Calls Integer sec Duration of Internal Calls during the last poll period

Internal–Number of Completed Calls

Integer # Number of Completed Internal Calls during the last poll period

Internal–Number of Abandoned Calls

Integer # Number of Abandoned Internal Calls during the last poll period

Internal–Number of Failed Calls Integer # Number of Failed Internal Calls during the last poll period

Internal–Erlangs Integer # Traffic Erlangs of Internal Calls during the last poll period

Internal–Average Duration Integer # DurationInternal/NumCallsInternal

Call Category: Local

Local–Number of Calls Integer # Number of Local Calls during the last poll period

Local–Duration of Calls Integer sec Duration of Local Calls during the last poll period

Local–Number of Completed Calls Integer # Number of Completed Local Calls during the last poll period

Local–Number of Abandoned Calls Integer # Number of Abandoned Local Calls during the last poll period

Local–Number of Failed Calls Integer # Number of Failed Local Calls during the last poll period

Local–Erlangs Integer # Traffic Erlangs of Local Calls during the last poll period

Local–Average Duration Integer # DurationLocal/NumCallsLocal

Call Category: Emergency

Emergency–Number of Calls Integer # Number of Emergency Calls during the last poll period

Emergency–Duration of Calls Integer sec Duration of Emergency Calls during the last poll period

Emergency–Number of Completed Calls

Integer # Number of Completed Emergency Calls during the last poll period

Emergency–Number of Abandoned Calls

Integer # Number of Abandoned Emergency Calls during the last poll period

Emergency–Number of Failed Calls Integer # Number of Failed Emergency Calls during the last poll period


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Emergency–Erlangs Integer # Traffic Erlangs of Emergency Calls during the last poll period

Emergency–Average Duration Integer # DurationEmergency/NumCallsEmergency

Call Category: Service

Service–Number of Calls Integer # Number of Service Calls during the last poll period

Service–Duration of Calls Integer sec Duration of Service Calls during the last poll period

Service–Number of Completed Calls

Integer # Number of Completed Service Calls during the last poll period

Service–Number of Abandoned Calls

Integer # Number of Abandoned Service Calls during the last poll period

Service–Number of Failed Calls Integer # Number of Failed Service Calls during the last poll period

Service–Erlangs Integer # Traffic Erlangs of Service Calls during the last poll period

Service–Average Duration Integer # DurationService/NumCallsService

Call Category: Conference

Conference–Number of Calls Integer # Number of Conference Calls during the last poll period

Conference–Duration of Calls Integer sec Duration of Conference Calls during the last poll period

Conference–Number of Completed Calls

Integer # Number of Completed Conference Calls during the last poll period

Conference–Number of Abandoned Calls

Integer # Number of Abandoned Conference Calls during the last poll period

Conference–Number of Failed Calls Integer # Number of Failed Conference Calls during the last poll period

Conference–Erlangs Integer # Traffic Erlangs of Conference Calls during the last poll period

Conference–Average Duration Integer # DurationConference/NumCallsConference

Call Category: Long Distance

Long Distance–Number of Calls Integer # Number of Long Distance Calls during the last poll period

Long Distance–Duration of Calls Integer sec Duration of Long Distance Calls during the last poll period

Long Distance–Number of Completed Calls

Integer # Number of Completed Long Distance Calls during the last poll period

Long Distance–Number of Abandoned Calls

Integer # Number of Abandoned Long Distance Calls during the last poll period

Long Distance–Number of Failed Calls

Integer # Number of Failed Long Distance Calls during the last poll period

Long Distance–Erlangs Integer # Traffic Erlangs of Long Distance Calls during the last poll period

Long Distance–Average Duration Integer # DurationLongDistance/NumCallsLongDistance

Call Category: Incoming

Incoming–Number of Calls Integer # Number of Incoming Calls during the last poll period

Incoming–Duration of Calls Integer sec Duration of Incoming Calls during the last poll period

Table A-2 Call Volume Monitor Attributes (continued)



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Incoming–Number of Completed Calls

Integer # Number of Completed Incoming Calls during the last poll period

Incoming–Number of Abandoned Calls

Integer # Number of Abandoned Incoming Calls during the last poll period

Incoming–Number of Failed Calls Integer # Number of Failed Incoming Calls during the last poll period

Incoming–Erlangs Integer # Traffic Erlangs of Incoming Calls during the last poll period

Incoming–Average Duration Integer # DurationIncoming/NumCallsIncoming

Call Category: Tandem Long Distance

Tandem Long Distance–Number of Calls

Integer # Number of Tandem Long Distance Calls during the last poll period

Tandem Long Distance–Duration of Calls

Integer sec Duration of Tandem Long Distance Calls during the last poll period

Tandem Long Distance–Number of Completed Calls

Integer # Number of Completed Tandem Long Distance Calls during the last poll period

Tandem Long Distance–Number of Abandoned Calls

Integer # Number of Abandoned Tandem Long Distance Calls during the last poll period

Tandem Long Distance–Number of Failed Calls

Integer # Number of Failed Tandem Long Distance Calls during the last poll period

Tandem Long Distance–Erlangs Integer # Traffic Erlangs of Tandem Long Distance Calls during the last poll period

Tandem Long Distance–Average Duration

Integer # DurationTandemLongDistance/ NumCallsTandemLongDistance

Call Category: Tandem International

Tandem International–Number of Calls

Integer # Number of Tandem International Calls during the last poll period

Tandem International–Duration of Calls

Integer sec Duration of Tandem International Calls during the last poll period

Tandem International–Number of Completed Calls

Integer # Number of Completed Tandem International Calls during the last poll period

Tandem International–Number of Abandoned Calls

Integer # Number of Abandoned Tandem International Calls during the last poll period

Tandem International–Number of Failed Calls

Integer # Number of Failed Tandem International Calls during the last poll period

Tandem International–Erlangs Integer # Traffic Erlangs of Tandem International Calls during the last poll period

Tandem International–Average Duration

Integer # DurationTandemInternational/ NumCallsTandemInternational

Call Category: Toll Free

Toll Free–Number of Calls Integer # Number of Toll Free Calls during the last poll period

Toll Free–Duration of Calls Integer sec Duration of Toll Free Calls during the last poll period




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Toll Free–Number of Completed Calls

Integer # Number of Completed Toll Free Calls during the last poll period

Toll Free–Number of Abandoned Calls

Integer # Number of Abandoned Toll Free Calls during the last poll period

Toll Free–Number of Failed Calls Integer # Number of Failed Toll Free Calls during the last poll period

Toll Free–Erlangs Integer # Traffic Erlangs of Toll Free Calls during the last poll period

Toll Free–Average Duration Integer # DurationTollFree/NumCallsTollFree

Call Category: Voice Mail

Voice Mail–Number of Calls Integer # Number of Voice Mail Calls during the last poll period

Voice Mail–Duration of Calls Integer sec Duration of Voice Mail Calls during the last poll period

Voice Mail–Number of Completed Calls

Integer # Number of Completed Voice Mail Calls during the last poll period

Voice Mail–Number of Abandoned Calls

Integer # Number of Abandoned Voice Mail Calls during the last poll period

Voice Mail–Number of Failed Calls Integer # Number of Failed Voice Mail Calls during the last poll period

Voice Mail–Erlangs Integer # Traffic Erlangs of Voice Mail Calls during the last poll period

Voice Mail–Average Duration Integer # DurationVoiceMail/NumCallsVoiceMail

Call Category: International

International–Number of Calls Integer # Number of International Calls during the last poll period

International–Duration of Calls Integer sec Duration of International Calls during the last poll period

International–Number of Completed Calls

Integer # Number of Completed International Calls during the last poll period

International–Number of Abandoned Calls

Integer # Number of Abandoned International Calls during the last poll period

International–Number of Failed Calls

Integer # Number of Failed International Calls during the last poll period

International–Erlangs Integer # Traffic Erlangs of International Calls during the last poll period

International–Average Duration Integer # DurationInternational/NumCallsInternational

Call Category: Others

Others–Number of Calls Integer # Number of Other Calls during the last poll period

Others–Duration of Calls Integer sec Duration of Other Calls during the last poll period

Others–Number of Completed Calls Integer # Number of Completed Other Calls during the last poll period

Others–Number of Abandoned Calls

Integer # Number of Abandoned Other Calls during the last poll period

Others–Number of Failed Calls Integer # Number of Failed Other Calls during the last poll period

Others–Erlangs Integer # Traffic Erlangs of Other Calls during the last poll period

Others–Average Duration Integer sec DurationOthers/NumCallsOthers




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Call Quality Monitor Type AttributesTable A-3 lists the data supported by call quality monitors. Service Monitor obtains this data from Unified Communications Manager CDRs.

Note Service Statistics Manager supplies default definitions for good, acceptable, fair, and poor calls and enables you to change the definitions. For more information, see Configuring Call Quality, page 6-8.

Aggregated

All Categories–Number of Calls Integer # Total Number of Calls during the last poll period

All Categories–Duration of Calls Integer sec Total Duration of Calls during the last poll period

All Categories–Number of Completed Calls

Integer # Total Number of Completed Calls during the last poll period

All Categories–Number of Abandoned Calls

Integer # Total Number of Abandoned Calls during the last poll period

All Categories–Number of Failed Calls

Integer # Total Number of Failed Calls during the last poll period

All Categories–Erlangs Integer # Total Traffic Erlangs of Calls during the last poll period

All Categories–Average Duration Integer sec TotalDuration/TotalCalls

All Categories–Average Erlangs Integer # Average of Erlangs of Calls



Table A-3 Call Quality Monitor Attributes


Availability Integer % 0 if the database being monitored is not available and 100 if it is available

Number of Good Calls Integer # Number of good calls during the last poll period

Number of Acceptable Calls Integer # Number of acceptable calls during the last poll period

Number of Fair Calls Integer # Number of fair calls during the last poll period

Number of Poor Calls Integer # Number of poor calls during the last poll period

Num of Calls NA Integer # Number of calls that are Not Acceptable during the last poll period

Total Number of Calls Integer # Total calls during the last poll period

Minimum MOS Integer # Minimum MOS score for calls during the last poll period

Maximum MOS Integer # Maximum MOS score for calls during the last poll period

Average MOS Integer # Average MOS score for calls during the last poll period

Minimum Jitter Integer # Minimum jitter for calls during the last poll period

Maximum Jitter Integer # Maximum jitter for calls during the last poll period

Average Jitter Integer sec Average jitter for calls during the last poll period


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Appendix A Devices, Monitor Types, and Attributes Operations Manager File-Based Monitor Types and Attributes

Operations Manager File-Based Monitor Types and AttributesFile-based monitors collect data from Operations Manager performance polling files and node-to-node test files. For the data supported by each monitor type, see the following:

• Performance polling file-based monitors:

– Unified CM Performance Monitor Type Attributes, page A-8

– Unity Performance Monitor Type Attributes, page A-10

– Gateway Utilization Monitor Type Attributes, page A-10

– Trunk Utilization Monitor Type Attributes, page A-10

– System Utilization for Unified CM Monitor Type Attributes, page A-11

– System Utilization for Gateway Monitor Type Attributes, page A-11

– System Utilization for Unity Monitor Type Attributes, page A-11

– System Utilization for IPCC Monitor Type Attributes, page A-12

• Node-to-Node Test File-Based Monitor Types and Attributes, page A-12

Unified CM Performance Monitor Type Attributes Unified CM Performance Monitor Type collects data from Operations Manager. Operations Manager obtains the data from Perfmon counters on the Unified Communications Manager server.

Minimum Packet Loss Integer sec Minimum packet loss for calls during the last poll period

Maximum Packet Loss Integer sec Maximum packet loss for calls during the last poll period

Average Packet Loss Integer sec Average packet loss for calls during the last poll period

Minimum Latency Integer sec Minimum latency for calls during the last poll period

Maximum Latency Integer sec Maximum latency for calls during the last poll period

Average Latency Integer sec Average latency for calls during the last poll period

Table A-3 Call Quality Monitor Attributes (continued)


Table A-4 Unified CM Performance Monitor Type Attributes


Calls Attempted Integer # Number of calls attempted on the Unified Communications Manager

Active Calls Integer # Number of calls that were fully established and in use (not in setup mode or in teardown mode).

Calls in Progress Integer # Number of calls in progress on the Unified Communications Manager

Calls Completed Integer # Number of calls completed on the Unified Communications Manager

Failed Calls/sec Integer #/Per second

Failed calls per second (calculated)


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Attempted Calls/sec Integer #/Per second

Calls attempted per second (calculated)

T1 PRI Utilization Integer % T1 PRI utilization for Unified Communications Manager-controlled MGCP gateway

E1 PRI Utilization Integer % E1 PRI utilization for Unified Communications Manager-controlled MGCP gateway

T1 CAS Utilization Integer % T1 CAS utilization for Unified Communications Manager-controlled MGCP gateway

FXS Utilization Integer % FXS port utilization for Unified Communications Manager-controlled MGCP gateway

FXO Utilization Integer % FXO port utilization for Unified Communications Manager-controlled MGCP gateway

Hardware Conference Resources

Integer # Total number of hardware conference resources on the Unified Communications Manager

Software Conference Resources

Integer # Total number of software conference resources on the Unified Communications Manager

Registered Hardware Phones Integer # Number of hardware phones registered with the Unified Communications Manager

FXS Port in Service Integer # Number of FXS ports configured on the Unified Communications Manager-controlled MGCP gateway

FXO Port in Service Integer # Number of FXO ports configured on the Unified Communications Manager-controlled MGCP gateway

FXS Ports Active Integer # Number of FXS ports active on the Unified Communications Manager-controlled MGCP gateway

FXO Ports Active Integer # Number of FXO ports active on the Unified Communications Manager-controlled MGCP gateway

T1/E1 PRI Channels Active Integer # Number of PRI channels (T1/E1 PRI) active on the Unified Communications Manager-controlled MGCP gateway

T1/E1 PRI Channels in Service

Integer # Number of PRI channels (T1/E1 PRI) configured on the Unified Communications Manager-controlled MGCP gateway

CTI Connections Integer # Number of CTI connections active on the Unified Communications Manager

CTI Links Active Integer # Number of CTI links active on the Unified Communications Manager

CTI Open Devices Integer # Number of CTI devices open

CTI Open Lines Integer # Number of CTI lines open

MTP Resources Available Integer # Number of MTP resources available on the Unified Communications Manager

H323 Calls Attempted Integer # Number of calls attempted through the H323 gateway

H323 Calls In Progress Integer # Number of calls in progress through the H323 gateway

Table A-4 Unified CM Performance Monitor Type Attributes (continued)



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Unity Performance Monitor Type AttributesUnity Performance Monitor Type collects this data from Operations Manager.

Gateway Utilization Monitor Type AttributesGateway Utilization Monitor Type collects port usage from Operations Manager for H323 and MGCP gateways that are registered to Unified Communications Manager. Operations Manager obtains the data from Perfmon counters on the Unified Communications Manager.

Trunk Utilization Monitor Type AttributesTrunk Utilization Monitor Type collects data from Operations Manager for these types of gateways registered to Unified Communications Manager:

• H323

• MGCP (for the following port types):

H323 Calls Completed Integer # Number of calls completed through the H323 gateway

Transcoder Resource Available

Integer # Number of transcoder resources available on the Unified Communications Manager

Table A-4 Unified CM Performance Monitor Type Attributes (continued)


Table A-5 Unity Performance Attributes


Calls Active Integer # Number of ports active

Ports in Use % Integer % Percentage of total ports active

Table A-5, Part 1 Gateway Utilization Attributes

Attribute Data Type Unit

Port Supported on Gateway Type

DescriptionH323 MGCP

T1 CAS Utilization Integer % X X Percent T1 CAS active out of all configured on gateway

E1 CAS Utilization Integer % X X Percent E1 CAS active out of all configured on gateway

T1 PRI Utilization Integer % X X Percent T1 PRI active out of all configured on gateway

E1 PRI Utilization Integer % X — Percent E1 PRI active out of all configured on gateway

FXO Utilization Integer % X X Percent FXO active out of all configured on gateway

FXS Utilization Integer % X X Percent FXS active out of all configured on gateway

BRI Utilization Integer % X X Percent BRI active out of all configured on gateway

EM Utilization Integer % X — Percent EM active out of all configured on gateway


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– FXS

– FXO

– T1 PRI

– E1 - PRI

– T1 - CAS

System Utilization for Unified CM Monitor Type AttributesUnified CM Monitor Type collects system utilization data from Operations Manager for Unified Communications Manager. Operations Manager obtains the data from Perfmon counters on the Unified Communications Manager server.

System Utilization for Gateway Monitor Type AttributesGateway Monitor Type collects system utilization data from Operations Manager for H323 gateways.

System Utilization for Unity Monitor Type AttributesUnity Monitor Type collects system utilization data from Operations Manager for Cisco Unity and Cisco Unity Connection.

Table A-6 Trunk Utilization Attributes


Call Count Integer # Number of calls completed on the port

Utilization Integer % Percentage busy of all ports or channels

Table A-7 System Utilization for Unified CM Attributes


CPU Utilization Integer % Measured CPU percentage utilization for all CPUs

Total Memory Integer MB Total RAM in MB

Available Memory Integer MB Free RAM in MB

Memory Utilization Integer % Percentage RAM in use

Table A-8 System Utilization for Gateway Attributes



Used Memory (Hidden) Integer MB Processor used memory in MB

Available Memory Integer MB Processor free memory in MB

Memory Utilization Integer % Percentage memory in use

Total Memory Integer MB Processor used memory plus processor free memory in MB


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System Utilization for IPCC Monitor Type AttributesIPCC Monitor Type collects system utilization data from Operations Manager for IP Contact Center (IPCC).

Node-to-Node Test File-Based Monitor Types and AttributesOperations Manager collects data from user-configured node-to-node tests and stores the data in CSV files on the Operations Manager server. There is one Service Statistics Manager monitor type for each type of node-to-node test:

• IPSLA Data Jitter, page A-12

• IPSLA Ping Echo, page A-13

• IPSLA Ping Path Echo, page A-13

• IPSLA UDP Echo, page A-13

• IPSLA Gatekeeper Registration Delay, page A-13

IPSLA Data Jitter

IPSLA Data Jitter Monitor Type collects data from Operations Manager data jitter node-to-node tests. Operations Manager stores the data in CSV files.

Table A-9 Attributes of System Utilization for Unity




Available Memory Integer MB Available RAM in MB

Memory Utilization Integer % Percent of RAM in use

Table A-10 Attributes of System Utilization for IP Contact Center




Available Memory Integer MB Available RAM in MB

Memory Utilization Integer % Percent of RAM in use

Table A-11 Attributes of IPSLA Data Jitter


SD Packet Loss Integer % Percentage source to destination packet loss

DS Packet Loss Integer % Percentage destination to source packet loss

SD Jitter Integer Milliseconds Source to destination jitter


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IPSLA Ping Echo

IPSLA Ping Echo Monitor Type collects data from Operations Manager ping echo node-to-node tests. Operations Manager stores the data in CSV files.

IPSLA Ping Path Echo

IPSLA Ping Patch Monitor Type collects data from Operations Manager ping path echo node-to-node tests. Operations Manager stores the data in CSV files.

IPSLA UDP Echo

IPSLA UDP Echo Monitor Type collects data from Operations Manager UDP echo node-to-node tests. Operations Manager stores the data in CSV files.

IPSLA Gatekeeper Registration Delay

IPSLA Gatekeeper Registration Monitor Type collects data from Operations Manager gateway registration daily node-to-node tests. Operations Manager stores the data in CSV files.

DS Jitter Integer Milliseconds Destination to source jitter

Average Latency Integer Milliseconds Average latency in milliseconds

Table A-11 Attributes of IPSLA Data Jitter (continued)


Table A-12 IPSLA Ping Echo Attributes


Round Trip Integer Milliseconds Round trip time

Response Time Integer Sec Response time

Table A-13 IPSLA Ping Path Echo Attributes



Response Time Integer Seconds Response time

Table A-14 IPSLA UDP Echo Attributes



Response Time Integer Seconds Response time


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Table A-15 IPSLA Gatekeeper Registration Delay Attributes


Registration Response Time

Integer Milliseconds Registration response time


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User OL-12224-01

I N D E X

A

about

custom graphs 4-1

reports 3-1

Service Statistics Manager 1-1

SLAs 5-1

SSM Administration Console 7-1

views 2-1

adding

attribute set 6-3

comment to a report 3-2

dial plan 6-15

gateway codes 6-16

monitors to a graph 4-10

report to a view 3-3

schedule 5-12, 6-5

service numbers 6-19

SLA 5-7

SLA type 5-9

specific graph to a view 4-11

toll-free numbers 6-18

administration

database 8-1

system 8-1

area graph, creating 4-2

attributes

call quality A-7

call volume A-2

gateway utilization A-10

IPSLA data jitter A-12

IPSLA gatekeeper registration delay A-13

IPSLA ping echo A-13

IPSLA ping path echo A-13

IPSLA UDP echo A-13

selecting 2-7

system utilization

gateway A-11

IPCC A-12

Unified CM A-11

Unity A-11

trunk utilization A-10

Unified CM performance A-8

Unity performance monitor A-10

attribute set

adding 6-3

deleting 6-4

editing 6-3

attributes tab, updating graph with 4-9

B

Back button, using 1-4

back up database

performing a backup 8-2

saving a backup file 8-4

C

Call Failure Analysis report

configuring details of 3-23

understanding 3-6

call quality, configuring 6-8

Call Quality Summary report


understanding 3-6

IN-1Guide for Cisco Unified Service Statistics Manager

Index

Calls to/from Specified Number report


understanding 3-7

call volume monitor type A-2

Capacity Trend report


understanding 3-8

compliance matrix icons 5-3

connecting SSM Agent 7-17

creating a report

configuring initial details 3-20

configuring specific report type details 3-22

Custom Graph report


understanding 3-9

custom graphs

creating 4-1

interacting with 4-8

understanding 4-8

D

dashboard view

defined 6-1

selecting 6-1

data

collection, from Service Monitor A-2

retention periods 3-5

rollup 3-5

database

archiving and archive files 8-1

purging, understanding 8-1

default reports 3-16

deleting

Service Monitor 6-11

service numbers 6-19

toll-free numbers 6-18

devices, monitor types for A-1

dial plan

IN-2User Guide for Cisco Unified Service Statistics Manager

adding 6-15

deleting 6-16

editing 6-15

disconnecting SSM Agent 7-17

discovery, definition 6-9

downloads, installing 6-20

E

editing

report 3-39

report-based view 2-5

element. See devices, monitor types for

e-mailing report 3-3

exporting graph 4-10

G

gateway code

adding 6-16

deleting 6-17

editing 6-17

gateway utilization monitor type A-10

graph

deleting from a view 2-10

exporting to excel 4-10

limitations 4-12

multiple monitor type 4-7

name, defining 1-5

restrictions 4-12

single monitor type 4-6

graph-based view

creating 2-6

deleting 2-10

editing 2-7

editing graph in 2-8

understanding 2-11

group

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Index

deleting 7-7

display, defining 7-6

editing 7-6

members, searching for 7-5

Group Aggregation report


understanding 3-9

H

home view

defined 6-2

selecting 6-2

I

icons

on compliance matrix 5-3

on reports 3-4

installing


SSM Agent 6-21

Instance Aggregation report


understanding 3-10

integration

with Operations Manager 6-8

with Service Monitor 6-8

IP address

Operations Manager 6-10

Service Monitor 6-10

IPSLA

data jitter A-12

gatekeeper registration delay A-13

ping echo A-13

ping path echo A-13

UDP echo A-13

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L

line graph, creating 4-1

log in, initial 1-2

M

managed object. See devices, monitor types for

managing views

graph-based 2-5

report-based 2-3

Mean Opinion Score (MOS) 6-8

monitor, defined 1-5

monitored resource. See devices, monitor types for

monitor type

associated attributes A-2

call quality A-7

definition 1-6

MOS 6-8

N

node-to-node test monitor types A-12

O

Operations Manager

IP address, editing 6-10

monitor types A-8

P

password, updating 6-1

performance parameters, fine-tuning 8-5

phone-based groups, configuring 6-7

privilege, assigning 7-8

product license, viewing 1-3


Index

R

report

default reports 3-16

deleting 3-40

editing 3-39

header, understanding 3-3

icons shown on 3-4

name, defining 1-5

understanding reports 3-4

report-based view

creating 2-4

deleting 2-5

editing 2-5

report wizard

editing page 1 3-39

editing page 2 3-40

editing page 3 3-40

resource. See devices, monitor types for

restoring database 8-4

retriggering discovery 6-10

role

adding 7-10

deleting 7-12

editing 7-12

role, user, assigning 7-8

S

schedule

configuring 5-12, 6-4

deleting 5-13, 6-6

editing 5-13, 6-6

Service Monitor

IP address, editing 6-10

monitor types A-2

service number

adding 6-19

editing 6-19


Service Statistics Manager

launching 1-2

overview 1-1

SLA 5-11

compliance, monitoring 5-1

editing 5-10

name, defining 1-5

type

adding 5-9

editing 5-9

SLA Capacity Trend report


understanding 3-13

SLA Compliance History report


launching 5-6

understanding 3-14

SLA Compliance Matrix, using 5-2

SLA Compliance Matrix report


understanding 3-14

SLA Executive Summary report


understanding 3-15

SLA Health Summary report


understanding 3-15

software version

Service Statistics Manager 1-3


SSM agent 6-22

special characters, using 1-5

SSM Administration Console

folders 7-2

launching 7-2

overview 7-1

SSM Agent

deleting 7-16

disconnecting 7-17

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Index

local 7-12

remote

connecting 7-17

editing 7-16

remote, adding 7-13

restarting 7-17

troubleshooting 7-14

system utilization

gateway monitor type A-11

IPCC monitor type A-12

Unified CM monitor type A-11

Unity monitor type A-11

T

threshold

defining for

Capacity Trend report 3-26

SLA 5-7, 5-10

violation, illustrated 3-8

Time Aggregation report


understanding 3-10

toll-free number

adding 6-18

deleting 6-18

editing 6-18

Top N Calls report


understanding 3-11

Top N Dialed Numbers report


understanding 3-11

top N graph

creating 4-4

Top N Performers report


understanding 3-12

Top N Users report

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understanding 3-11

Traffic Summary report


understanding 3-12

triggering discovery 6-9

troubleshooting SSM Agent 7-14

trunk utilization monitor type A-10

U

Unified CM performance monitor type A-8

uninstalling SSM agent 6-22

Unity performance monitor type A-10

updating

password 6-1

view

order of graphs in 2-10

order of reports in 2-4

user

adding a 7-7

deleting 7-8

editing 7-8

role 7-10

user interface overview 1-4

buttons

Back 1-4

Cancel 1-4

Logout 1-4

Next 1-4

links

Help 1-4

Logout 1-4

using

administration 6-1

custom graphs 4-1

reports 3-1

SLA administration 5-6

views 2-1


Index

V

view

graph-based, understanding 2-11

name, defining 1-5

using 2-10

viewing

comments 3-4

monitored element details 4-9

product license and version 1-3

SLA details 5-5

SLA violation details 5-5

subreports 3-4

X

X-Y graph, creating 4-3

Z

zoom graph 4-9


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