IP Telephony Manager

Key Features Cisco

5 – 8.6
Version
1.8

Summary
Document to summarise the key features of
PROGNOSIS IP Telephony Manager when
monitoring CUCM 5,6, 7 & 8 appliances

Integrated Research
Integrated Research – The people behind PROGNOSIS www.prognosis.com

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 CUCM Key Features

Table of contents

1 Revision History ................................................................................................................................................................ 3

2 Introduction...................................................................................................................................................................... 4
3 Scope................................................................................................................................................................................ 5
4 PROGNOSIS IP Telephony Manager Key Features ............................................................................................................... 6
4.1 Cisco Unified Communication Manager 5 - 8.6........................................................................................................................................ 7
4.2 Cisco TelePresence...................................................................................................................................................................................... 14
4.3 Cisco Unity ...................................................................................................................................................................................................... 15
4.4 Cisco Unity Connection................................................................................................................................................................................ 15
4.5 Cisco Unified Presence................................................................................................................................................................................ 16
4.6 Cisco Unified CCX ........................................................................................................................................................................................ 17
4.7 Cisco Cube ..................................................................................................................................................................................................... 17
4.8 Cisco Express Suite...................................................................................................................................................................................... 18
4.9 Cisco UCS ...................................................................................................................................................................................................... 19
5 PROGNOSIS IP Telephony Manager Functions .................................................................................................................. 23
5.1 Alerting ............................................................................................................................................................................................................. 23
5.2 Reporting ......................................................................................................................................................................................................... 24
5.3 Security ............................................................................................................................................................................................................ 24
5.4 Scalability ........................................................................................................................................................................................................ 24
5.5 Flexibility .......................................................................................................................................................................................................... 25
5.6 Web Access .................................................................................................................................................................................................... 25
5.7 Other ................................................................................................................................................................................................................ 25
6 CUCM Feature List........................................................................................................................................................... 26

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1 Revision History
Document control: \\ir-file-srv\ir-work\Consulting\IPTM\Prerequisites
Prior to Prognosis 9.6.1:
Version Date Author Comments
1.0 09.01.2012 Thomas Pilz Updated version layout, new features
1.7 22.03.2012 Thomas Pilz CME added
1.8 12.04.2012 Thomas Pilz UCS B, CUPS added

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2 Introduction
PROGNOSIS IP Telephony Manager is a comprehensive management and monitoring solution
for medium to large IP telephony (IPT) environments. Currently installed in the largest Cisco IPT
deployments, managing the most IP telephones globally, PROGNOSIS is a proven product in the
marketplace. A highly scalable and flexible solution, PROGNOSIS is used by industry leading
service providers and enterprises managing and troubleshooting their own environments. This
document provides the key features that PROGNOSIS provides in its latest release.

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3 Scope
It is the scope of the document to provide a summary overview of the key features. It is not
intended to go into depth on every feature detailed or to list all the metrics that PROGNOSIS
can monitor. Rather it is intended to give the reader an insight into the key features available
from PROGNOSIS IP Telephony Manager. Detailed information can be provided by a
PROGNOSIS technical consultant.

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4 PROGNOSIS IP Telephony Manager Key Features

This section is broken down into the key areas for PROGNOSIS IP telephony management and
summaries provided for each as follows:

• Cisco Unified Communications Manager

Calls
Voice Quality
Gateways & Trunks
Phones
Media resources
CTI
Servers
• Cisco TelePresence
• Cisco Unity
• Cisco Unity Connection
• Cisco Unified Presence
• Cisco Unified CCX
• Cisco Cube
• Cisco Express Suite
• Cisco UCS

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4.1 Cisco Unified Communication Manager 5 - 8.6

Cisco Unified Communications Manager software is the call processing component of a Cisco
Unified Communications environment. It is a scalable, distributable and highly available call-
processing solution for enterprise organizations.
Prognosis IP Telephony Manager provides real-time monitoring for these environments which
includes a wide range of performance and availability metrics. A variety of pre-packaged
Displays, Thresholds and Databases are included with the IP Telephony Manager installation
that are customized specifically for Cisco Unified Communications Manager monitoring.
This section of the guide describes some of the pre-packaged components

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4.1.1 CUCM Calls

All calling activity in the IP telephony system are monitored with detailed information provided
for each call, down to the mean opinion score (MOS) for any given call. This enables detailed
troubleshooting and provides insight into user experience of the system.

Call summaries
· Call summary information for voice and video calls, including calls by category, calls
types i.e. internal, inbound and outbound

Real-time Voice Quality Monitoring (K-Factor)

· By clicking on the START link at the top of the Phone Details display for a phone, it is
possible to add any phone to a list of phones to be tracked for voice quality information
· Up to 500 nominated phones may be tracked simultaneously
· Nominated phones will be polled once every 30 seconds
· This functionality is supported for all phones that support K-Factor and that have their
web service enabled – i.e. it is independent of CUCM version
· Works with phones in a NAT’d environment

Call monitoring
· Monitors all call legs for all calls in the cluster
· Provides details such as IP addresses of phones/gateways, called/calling numbers, codec
used, QoS data
· Alert against illegal calls trying to be made and when an emergency number has been
dialed

Call Failures
· Provides call failure information for all calls
· Drilling down into a call provides detailed call failure data

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4.1.2 CUCM Voice Quality

Along with the ability to monitor real time voice quality on a per phone basis, PROGNOSIS has dedicated
views on overall voice quality within the entire cluster, providing reporting and drilldown capability over
the last minute, hour, day, week and month

Voice Quality Central

· Voice quality distribution by QoS category such as Good, fair, poor and unacceptable. These
paramters can be configured by the user
· Voice quality distribution by call category such as internal , outgoing, incoming and trunked

Voice Quality Summary

· Detailed voice quality summaries by MOS, Latency, packet loss and jitter ratings
· Provides detailed info on devices involved in the call such as origination/destination device and
numbers, off hook/disconnect times, stream details, call redirects, cause codes, CUCM registered
to, CODECs and ports used.

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4.1.3 CUCM Gateways & Trunks

Comprehensive gateway monitoring provides details for MGCP, H.323 and VG gateways and SIP
trunks. Call information can be seen down to the channel, providing low level troubleshooting
and capacity planning capabilities.

Gateway Central
· Each gateway’s status and channel/port utilization information will be summarized, with
one line per MGCP, H.323, SIP and VG gateway
· Drilldown on any MGCP or H.323 gateway to see more details of the status and
utilization of all PSTN (PRI, BRI, T1CAS and FXO) interfaces on that gateway. Drilldown
further on a particular PSTN interface to show status and utilization of all channels on
that interface.
· Drill down on SIP trunk to see utilization and status information
· Drilldown on a VG gateway to see status and utilization of all ports on that gateway

MGCP description field

· Channel views of all MGCP PRIs with same description
· A drilldown in Gateway Central opens a display containing a channel view of all MGCP
PRIs with the same Description field

Trunk status and utilization

· Trunk Central includes status and utilization information for both H.323 and SIP trunks

Associating customer and site with a cluster

· PROGNOSIS allows the user to associate a customer name and site name with a cluster

Route patterns
· Details of route pattern, route list and route group configurations
· Status of route patterns, route lists and route groups, based on the aggregated status of
all underlying gateway and trunks

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Call admission control statistics for gatekeepers

· Details H.225 registration, admission and status protocol (RAS) message retries

Call admission control statistics for locations

· Provides information for locations based on bandwidth utilization used %
· Shows details for any call failures do to lack of bandwidth
· Provides a detailed list of all locations and their bandwidth

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4.1.4 CUCM Phones

Phone LoadID and MWI tracking

· Drilling down to the Phone Details display for a particular phone will show dynamic
configuration information for the phone, acquired through polling of the phone’s web
page
· Metrics include LoadID, MWI indicator, Neighbor IP Address and Port
· Ability to capture historical voice quality information for specific devices

Phone/switch tracking
· Enables the administrator to see what switch port the IP phone is connected to

VG phones
· VG phones will be monitored as phones, under Phones Central

Registration status
· Registration status, busy state and call history for the SCCP images of 79XX series,
wireless phone, 7985/Tandberg, VT Advantage and IP Communicator phones
· Summarization of phone registration status by device pool, region and location

SIP phone configuration

· Phone configuration information and call history for SIP phones

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4.1.5 CUCM Media resources

Conferences
· Detailed info for voice and video conferences
· Total conferences active on all H/W and S/W conference bridges
· Total participants in all H/W and S/W conferences active

Media resources
· Active MOH resources, transcoders and MTP’s

4.1.6 CUCM CTI

CTI status
Drilling down onto CTI status provides CTI port and connection information

4.1.7 CUCM Servers

The Server Health of each machine in the cluster is provided.

CPU
· Detailed CPU utilization %, CPU utilization breakdown and top 5 process with regards to
CPU utilization %

Memory
· Detailed memory usage shown in utilization %, memory Kb, top 5 processes with
regards to memory usage %

Disk space
· Show current disk partitions and disk usage

Processes
· Show all processes running on the server

Service status
· Monitors availability all CUCM-related services and alerts if a service fails

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4.2 Cisco TelePresence

Prognosis IP Telephony Manager provides monitoring of Cisco TelePresence devices, such as
CTS-3200, CTS-3000, CTS-1300, CTS-500, through the CUCM server and presents a range of
data metrics through a range of Displays.

Peripheral Metrics:
· Peripheral /Ethernet Status
· HDMI Status

Call Metrics:
· Call Quality
· Bitrate/Resolution
· Call Statistics
§
Codec Metrics:
· Call history
· Endpoint status
· Endpoint configuration
IP Telephony Manager comes with a set of predefined Thresholds. In addition, new Thresholds
can be created or existing Thresholds can be customized to suit specific environments.
A description of Telepresence related reports can be found in the reporting section in this
document.

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4.3 Cisco Unity

Support for 4.X and 7.X
· Voicemail port utilization per server shown in real time
· Mailbox configuration, status and disk utilisation for all voicemail boxes
· All processes relative to Unity and their status

Out-of-the-box hourly/monthly/weekly/yearly Unity reports

· Unity mailbox usage: Numeric figures on mailboxes including FullPercent, Mailbox Size…
· Unity TAPI (Telephony Application Programming Interface): Line Graph displaying # of
Lines Active, # of calls…
· Unity errors: General information on error events
· Unity performance: General performance of CPU, Memory, etc

4.4 Cisco Unity Connection

Support for up to Unity Connection 8.X
· Calls to cluster
· Server health providing CPU and memory
· Sessions in progress
· Message store and telephony integration pots usage

Reports
· Port usage and call load reporting over selective time periods

Detailed view of CUC server data

· Incoming, outgoing call transfers and failed notifications
· Messages received, queued, sized, bad mail and retries
· Data stor Database connections, Disk read/writes, Memory allocated/shared
· Server health and database information

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4.5 Cisco Unified Presence

Cisco Unified Presence is a open and extensible platform facilitates the highly secure exchange
of availability and instant messaging (IM) information between Cisco Unified Communications
and other applications.

Prognosis IP Telephony Manager provides monitoring of Cisco Unified Presence and presents a
range of data metrics through a range of Displays.

Server Metrics:
· CPU
· Memory
· Processes
· Disk
· Services
· Vendor Alerts

IM Presence Metrics:
· Users configured
· Socket connections
· IM sessions managed
· IM & Presence Traffic
· Login Request
· Server load of the above

SIP Proxy Metrics:

· Invite
· Notify
· Register
· Publish
· Subscribe traffic

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4.6 Cisco Unified CCX

Prognosis IP Telephony Manager through its comprehensive suite of Cisco monitoring solutions
includes support for the CUCCX environment.

The features provided for CUCCX include:

· Identification of each CUCCX cluster showing the cluster name, software version and
contact state.
· CPU, memory and disk usage metrics.
· Detailed alert information from the Cisco server.
· A range of network alert information.
· CPU and Memory usage reporting.
The Cisco UCCX Reports Display provides access to a range of pre-packaged CPU and memory usage
reports.

4.7 Cisco Cube

Prognosis IP Telephony Manager provides monitoring of Cisco Unified Border Element -
Enterprise Edition devices and presents a range of data metrics through a range of Displays.

· Cisco UBE IPSLA Jitter

· Cisco UBE Health
· Cisco UBE SIP Traffic
· Cisco UBE Media Resources
· Cisco UBE Call Traffic

Session Statistics
§ SIP Statistics
§ Active inbound/outbound sessions
§ Total number of inbound/outbound sessions

Infrastructure
§ Inventory
§ Availability
§ Current system health
§ Hardware metrics – CPU, memory
§ Model and firmware versions
§ Network metrics – latency, burst rate etc.

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4.8 Cisco Express Suite

IP Telephony Manager provides monitoring for Cisco Unified Communications Manager Express (CUCME)
and Cisco Unity® Express (CUE) environments. In addition, it also includes monitoring for Cisco Survivable
Remote Site Telephony (SRST) routers.
The features provided for Cisco Express Suite include:

· Router role
· Performance (CPU, memory and disk usage metrics)
· Phones registered at CUCME/SRST
· Phones detail (number, status, configuration, IP/MAC address)
· Calls per CUCME/SRST
· Voice Quality - MOS
· Status of Voice Ports
· Mailbox detail (number,owner, busy, utilization)

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4.9 Cisco UCS

Most data center environments today are set up using a variety of individual components that require System
Administrators to spend much of there time on basic integration tasks. The Cisco Unified Computing System™ (UCS)
is a data center platform that unites computing, network, storage access and virtualization into a single cohesive
system that reduces costs and increases business agility.

The Cisco UCS environment can be made up of a number of integrated components:

· Cisco UCS Fabric Interconnects

· Cisco UCS Blade Server Chasis

· Cisco UCS Fabric Extenders

· Cisco UCS B-Series Blade Servers

· Cisco UCS C-Series Rack-Mount Servers

· Cisco UCS Network Adaptor

· Cisco UCS Manager

4.9.1 Cisco UCS C-Series

The Cisco UCS C-Series are the rack mounted server components of the Cisco Unified Computing System
environment. Prognosis IP Telephony Manager provides centralized real-time monitoring of these devices
including data metrics for:

· Connectivity
· Power supply
· Current and voltage levels
· Fan speeds
· Operating temperatures
By using the set of IP Telephony Manager Displays, System Administrators are able to monitor the C-
Series server operations and through a set of pre-configured threshold conditions can be alerted to any
abnormal operations.

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UCS C-Series Reports

The Cisco UCS C-Series Reports Display provides access to a range of pre-packaged system
operations reports.

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4.9.2 Cisco UCS B-Series

The Cisco UCS B-Series are blade server components of the Cisco Unified Computing System
environment.
Prognosis IP Telephony Manager provides centralized real-time monitoring of these devices
including data metrics for:

· Chassis status
· Blade status
· Fabric Interconnect Status
· Fabric Interconnect Switches
· I/O Card statistics
· Operation Temperature
· Thermal Status
· Power Readings
· Fan Speed
· Processor/Memory operational status

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UCS B-Series Reports

The Cisco UCS B-Series Reports Display provides access to a range of pre-packaged system
operations reports.

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5 PROGNOSIS IP Telephony Manager Functions

Prognosis IP Telephony Manager is supplied with a range of functions that are used to set up what
systems are monitored, what data is collected, how the data is stored and how the collected data is
viewed. In addition functions are provided that will filter collected data, enable alerts to be created and
dispatched and also issue commands that can be used to help rectify potential system problems.

5.1 Alerting
PROGNOSIS provides comprehensive monitoring and alerting capabilities and detailed threshold
conditions out of the box. It provides a safety net to ensure that the Cisco IPT deployment is
running efficiently and will alert you of issues before they become a service affecting problem.
These thresholds, once breached, have the following key alerting mechanisms:

Email
An email can be sent to a person, group of people during any hours of the day/week. A highly
configurable option

SNMP
A SNMP trap can be forwarded to a SNMP trap receiver, such as HPOV, Spectrum, Smarts etc.
An on event will be sent on breaches of thresholds, and an off event sent that will correlate with
the on event

Problem Log
This allows alerts to be seen in the PROGNOSIS console

Event log
Log events to the EMS

File log
Send alerts to a specific destination

Detailed event text can be included within the alerts.

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5.2 Reporting
Out of the box reports detailing last hour, today, yesterday, this week, last week, this month
and last month as follows:

· Call Load
· Calls attempted vs. completed
· Calls Completed by call category
· Change in registered phone count
· Channel utilization by gateway
· Conference bridge utilisation
· Conference by type
· CTI connections
· FXS port usage
· Media termination point utilisation
· MOH utilisation
· Percentage of calls rejected
· PSTN lines in use per gateway
· Server availability
· Total trunk utilisation
· Transcoder device utilisation
· Voice v Video call throughput
· Voice Quality

5.3 Security
Access to PROGNOSIS is controlled via security configuration held within the system. It provides
different levels of access for users based on their login details. This allows administrators to
specify who should have what level of access to PROGNOSIS such as read only, ability to create
displays amongst other secure configurations.

It can also easily integrate into security policies as PROGNOSIS to PROGNOSIS communication
is over a single TCP port.

5.4 Scalability
PROGNOSIS scales extremely well and is currently installed in the world’s largest Cisco cluster
and largest Cisco deployments in terms of phones, servers and clusters. It is a preferred and
proven tool for medium to large deployments.

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5.5 Flexibility
PROGNOSIS is a highly customizable tool. The default packaging caters for most user
requirements, however, if customized displays are required, a simple display creation using the
powerful PROGNOSIS data views and collections is ready to be configured. This applies to
database collections for troubleshooting and reporting and creating new thresholds. It has an
easy to use and intuitive configuration tool to create any view needed from the system.

5.6 Web Access

PROGNOSIS can be viewed via a browser over http. Administrators can publish to the
PROGNOSIS web pages only what they want their web users to see, which is also a read only
view.

5.7 Other
Working through NAT
· A scalable network translation facility is provided, to allow polling of many remote
devices through a NATing firewall

Level 1 Support display

· Aggregates key performance metrics for each PBX under management (CUCM 4, CUCM
5/6 and Avaya Communication Manager)

SLA management
· Enhanced support for pro-active SLA management
· Leverages the significantly improved Availability Entity status tracking with threshold
triggering
· Includes support for ignoring scheduled outages

Third- party server management

· Can be installed onto 3rd party servers, i.e. billing, call centers to manage the core
server health. This data will be seen from within the same GUI connected to the IPT
system

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6 CUCM Feature List

Prognosis IP Telephony Manager

Cisco

Features
Devices
Monitored PBX Yes
Media servers Yes
Phones Yes
Calls Yes
Locations Yes
Gateways Yes
Trunks Yes
Route patterns Yes
Voicemail Yes
Voice Quality Yes
PBX Server
Cluster CPU Utilization Yes
Memory Utilization Yes
Datasebase Replication Status Yes
Availability Application Availability Yes
Calls Phone Calls Currently Active Yes
Phone Calls Recently Attempted Yes
Phone Calls by Category Yes
Phone Calls by Release Cause Yes
Conference Calls Currently Active Yes
Conference Calls Recently
Attempted Yes
Conference Calls by Category Yes
Conference Calls by Release Cause Yes
Video Calls Currently Active Yes
Video Calls Recently Attempted Yes
Video Calls by Category Yes
Video Calls by Release Cause Yes

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Searchfunctionality for active and

completed calls Yes
Alerts System Yes
PBX Yes
Device Yes
CTI Status Open Lines per Server Yes
Active Connections per Server Yes
Active Links Yes
Configured Devices Yes
Lines connected Yes
Clients connected Yes
Gateways Type Yes
Protocol Yes
Interfaces Yes
Channel Utilization Yes
Status Yes
License Unit License Units Authorized per device Yes
Licence Units Used by device Yes
Call Admission Control for all
Locations Locations Yes
Location Bandwidth Details Yes
Bandwidth Utilization Yes
Call Failures Due to lack of
Bandwidth Yes
MoH: Multi/Unicast Resources
Media Servers Active Yes
Conference: Audio HW/SW
Conference Resource Utilization Yes
Conference: Video Conference
Resource Utilization Yes
Transcoder: Resource Utilization Yes
Media Termination Points: Resource
Utilization Yes
Phones Phone Inventory Yes
Phone Registration History Yes
FXS Devices Yes
Searchfunctionality Yes
Sort/Groupfunctionality Yes
Route
Patterns Name Yes

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Number Yes
Destination Yes
Type Yes
Status Yes
Route List to Destination Yes
TelePresence Name Yes
Description Yes
IP Address Yes
Status Yes
Product type Yes
Call Statistics
-Call Statistics Clear Time
- Last Call Start Time
- Last Call Duration
- Configured Bit Rate
- Number of Calls since system
Setup
- Time in Calls since System Setup
- Number of Calls since Last Reboot
- Time in Calls since Last Reboot
- Is the unit registered to a CUCM Yes
Key Statistics
Transmit
- Is Active
- Total KiloBytes
- Total Packets
Receive
- Is Active
- Total KiloBytes
- Total Packets
- Lost Packets
- Lost Packets % (Call)
- Lost Packets % (Period)
- Duplicate Packets
- Late Packets
- Failed SRTP Authentication
Packets
- Average Jitter (Call)
- Average Jitter (Period) Yes
TelePresence Device Details:
Name, IP Addr, MAC Addr, Model
Num, Hardware,Phone Dest, App
Load ID, Boot Load ID, Serial,
Version Yes

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Peripheral Status:
ID, Peripheral,Error
HDMI Status:
ID, Cable, Power
Ethernet Status:
ID, CTP IP,Remote IP, Interface,
Error
Trunks ICT (Non-GK Controlled) Yes
ICT (GK Controlled) Yes
H.225 (GK Controlled) Yes
SIP Trunk Yes
Calls Attempted per Trunk Yes
Calls Active per Trunk Yes
CAC for All Gatekeepers Yes
TFTP TFTP Heartbeat Rate per Second Yes
TFTP Requests and Segments
-Requests in Progress
-Requests Processed
-Requests Aborted
-Requests File Not Found
-Requests Out of Resources
-Segments Sent
-Segments Acknowledged Yes
Data
- Voicemail port utilization per
server
- Mailbox configuration, status and
disk utilisation for all voicemail
boxes
- Processes relative to
Voicemail Voicemailsystem and their status Yes

Reports
- Voicemailbox usage: Numeric
figures on
mailboxes including FullPercent,
Mailbox
Size…
- Voicemail CTI: Line Graph
displaying
# of Lines Active, # of calls…
- Voicemailsystem errors: General
information on error events
- Voicemailsystem performance:
General Yes

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performance of CPU, Memory,

etc.

Data
- Calls to cluster
- Server health providing CPU and
memory
- Sessions in progress
Messaging - Message store and telephony
System integration pots usage Yes
Reports
- Port usage and call load reporting
over selective time periods

Detailed view of Messaging System

server data
- Incoming, outgoing call transfers
and failed notifications
- Messages received, queued, sized,
bad mail and retries
- Data stor Database connections,
Disk read/writes, Memory
allocated/shared
- Server health and database
information Yes

Voice quality distribution by QoS

Voice quality category Yes
Voice quality distribution by call
category such as internal ,
outgoing, incoming and trunked Yes

Detailed voice quality summaries by

MOS, Latency, packet loss and jitter
ratings Yes
Devices involved in the call such as
origination/destination device and
numbers, off hook/disconnect
times, stream details, call redirects,
cause codes, registered to, CODECs
and ports Yes
Alerting Email Yes
SNMP trap Yes

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Problem log Yes

Syslog Yes
SMS gateway Yes
Command execution Yes
Multiple destinations Yes
Time-of-day alerting Yes
Maintenance window scheduling Yes
User defined conditions Yes
User
Interface Real-time displays Yes
Historical data display Yes
Data pushed to display Yes
User defined Databases Yes
User defined displays Yes
User defined dashboards Yes
Extensibility Data export Yes
Data import Yes
Tivoli Yes
OpenView Yes
Service
Provider Portal integration T-Systems EVA Yes
Customer summary Yes
Site summary Yes
Overlapping NAT support Yes
Extra Management
Modules Reporter Report publication Yes
Report distribution Yes
Call failure report Yes
Location calls report Yes
Long duration call report Yes
PBX call load report Yes
Hardware report Yes
Phone report Yes
Summary report Yes
Problem summary report Yes
IP trunk availability report Yes
IP trunk summary report Yes

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IP trunk utilization report Yes

PSTN trunk availability report Yes
PSTN trunk summary report Yes
PSTN trunk utilization report Yes
Route pattern availability report Yes
Voice quality report Yes
Voice quality exception report Yes
Voice quality summary report Yes
Deployment Client Web client Yes
Windows client Yes
Server Windows server Yes
Capacity Phones per server 40000
PBXs per server 10+
Multi-Server Multiple server capable Yes
Consolidated data Yes
PBXs per deployment unlimited
Storage Historical data unlimited
Reporting data unlimited

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