Cisco Remote Monitoring Suite Administration Guide

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1 Cisco Remote Monitoring Suite Administration Guide Remote Monitoring Suite (RMS) Release 2.1(0) July 2005 Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:

2 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. THE 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. CCSP, CCVP, 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, TeleRouter, The Fastest Way to Increase Your Internet Quotient, and TransPath 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. (0502R) Cisco Remote Monitoring Administration Guide Copyright , Cisco Systems, Inc. All rights reserved.

3 CONTENTS About This Guide xi Objective xi Audience xi Organization xi Conventions xiii Other Publications xiii Obtaining Documentation xiii Cisco.com xiii Product Documentation DVD xiv Ordering Documentation xiv Documentation Feedback iv Cisco Product Security Overview xv Reporting Security Problems in Cisco Products xv Obtaining Technical Assistance xvi Cisco Technical Support & Documentation Website xvi Submitting a Service Request xvi Definitions of Service Request Severity xvii Obtaining Additional Publications and Information xvii CHAPTER 1 Remote Monitoring Suite Overview 1-1 Introduction 1-1 Background Information 1-1 Error Reporting 1-2 Network Considerations 1-7 Security 1-7 Fault Tolerant Functional Architecture 1-7 Alarms Database 1-9 Deployment Considerations 1-12 Distributed Architecture 1-12 Hardware and Software Requirements 1-13 CHAPTER 2 Installing and Configuring the RMS Listener 2-1 Installing the RMS Listener Server 2-3 iii

4 Contents How to Install the RMS Listener Software 2-3 Beeper.flt Modifications 2-4 Configuring the RMS Listener Server 2-4 Windows Windows Configuring ICM Release 5.0, 6.0, and 7.0 Loggers to Connect to an RMS Listener Server Using the TCP/IP Protocol 2-10 Specifying General Listener Configuration 2-10 How to access the general Listener configuration settings 2-10 Duplex Configuration Settings 2-11 Options Settings 2-12 Event Log Entries 2-13 Specifying Listener Customer Configuration 2-13 Adding a New Listener Customer 2-13 Editing Customer Configuration Information 2-13 Deleting a Customer from Listener 2-14 Serial Alarm Feed 2-14 CHAPTER 3 Installing the LGMapper Server 3-1 Overview 3-1 Backwards Compatibility 3-1 LGMapper and LGArchiver Installation Checklist 3-1 SQL Server Requirements 3-2 Installing the LGMapper and LGArchiver Servers 3-2 The Installation Process 3-2 Installation Procedure 3-3 Controlling Access to LGMapper - Populating User Groups 3-5 Windows Modifying Launch and Activate Permissions 3-6 Modifying Access Permissions 3-7 Windows Examining the General Tab 3-9 Examining the Location Tab 3-10 Examining the Security Tab 3-11 Examining the Identity Tab 3-25 Examining LGArchiver Properties 3-26 Troubleshooting the LGMapper Installation 3-27 Post-Installation Inspection Checklist 3-27 Local Account or User Groups Creation Failures 3-28 iv

5 Contents DCOMCnfg Registry Settings Failure 3-32 Database Creation Failure 3-32 CHAPTER 4 LGMapperCnfg and LGArchiverCnfg Tools 4-1 LGMapperCnfg Tool 4-1 Overview 4-1 Clients Tab 4-1 Displaying Current Users 4-1 Disabling/Enabling the LGMapper Server 4-2 Alarms Database Tab 4-6 Listener Tab 4-8 Log Files Tab 4-9 LGArchiverCnfg Tool 4-10 Overview 4-10 Archiver Database Tab 4-10 Listener Tab 4-12 Log Files Tab 4-13 CHAPTER 5 LGMapperNM and LGArchiverNM 5-1 LGMapper Node Manager (LGMapperNM) 5-1 Overview 5-1 Starting the LGMapper Node Manager 5-1 Windows 2000 and Windows Task Bar Icon 5-3 Menu Options 5-3 Event Log Messages 5-5 LGArchiver Node Manager (LGArchiverNM) 5-5 Overview 5-5 Starting the LGArchiverNM 5-5 Windows 2000 and Windows Task Bar Icon 5-7 Menu Options 5-7 Event Log Messages 5-8 CHAPTER 6 Alarms Database Maintenance 6-1 Overview 6-1 Re-Indexing the Alarms Database 6-1 Creating and Cloning Databases 6-1 Manually Creating Databases 6-1 v

6 Contents SQL Server Security 6-2 CHAPTER 7 LGCnfg Tool 7-1 Overview 7-1 Starting LGCnfg 7-1 Opening a Database 7-1 Using Server-Side Filters 7-3 Customer Instance Filters 7-4 Setting Customer Instance Filters 7-4 Clearing Customer Instance Filters 7-5 Product Filters 7-5 Setting Product Filters in the OID Nodes Tree View 7-5 Clearing Product Filters in the OID Nodes Tree View 7-5 Setting Product Filters in the Objects View 7-5 Clearing Product Filters in the Objects View 7-6 OID Node Filters 7-6 Setting OID Node Filters 7-6 Clearing OID Node Filters 7-6 Class Filters 7-6 Setting Class Filters 7-7 Clearing Class Filters 7-7 Message ID Filters 7-7 Setting Message ID Filters 7-7 Clearing Message ID Filters 7-7 Instance Node Deletion 7-8 Deleting an Instance Node 7-8 Creating a New Database 7-8 Cloning a Database 7-8 Modifying the OID Node Hierarchy and Rules 7-9 CHAPTER 8 Installing the AlarmTracker Client 8-1 Overview 8-1 Installing the AlarmTracker Client 8-1 Starting the AlarmTracker Client 8-2 Configuring the AlarmTracker Client 8-5 Windows XP 8-5 vi

7 Contents CHAPTER 9 The Exclude Node Feature 9-1 Overview 9-1 Enabling the Exclude Node Feature 9-1 CHAPTER 10 Deployment Issues 10-1 System Specification 10-1 Disk Space Requirements for Alarms Database 10-2 CHAPTER 11 Backwards Compatibility Considerations 11-1 Listener and Grid 11-1 LGMapper Server 11-2 AlarmTracker Clients 11-2 CHAPTER 12 Implementing the IWantHelp Interface 12-1 Overview 12-1 How to Implement IWantHelp 12-2 Interface Definition 12-2 Implementing IWantHelp 12-3 Sample Implementation 12-3 Installation and Setup 12-4 APPENDIX A Alarms Database Schema A-1 Introduction A-1 Table Classes A-1 A Note About Time A-4 Detailed Schema Description A-4 VersionInfo Table A-4 Description A-4 Fields A-5 ProductInfo Table A-6 Description A-6 Fields A-6 Objects Table A-7 Description A-7 Fields A-8 OIDNodes Table A-9 Description A-9 Fields A-10 vii

8 Contents Attributes Table A-11 Description A-11 Fields A-12 OIDNodeAttributes Table A-13 Description A-13 Fields A-13 HyperlinkInfo Table A-14 Description A-14 Fields A-14 Rules Table A-15 Description A-15 Fields A-15 Customers Table A-17 Description A-17 Fields A-17 InstanceNodes Table A-17 Description A-17 Fields A-19 Uptime Table A-20 Description A-20 Fields A-20 Alarms Table A-21 Description A-21 Fields A-23 Events Table A-25 Description A-25 Fields A-26 Simples Table A-27 Description A-27 Fields A-28 ObjectState Table A-29 Description A-29 Fields A-29 AlarmsSummaryHour Table A-29 Description A-29 Fields A-31 AlarmsSummaryDay Table A-31 Description A-31 Fields A-33 Filters Table A-34 viii

9 Contents Description A-34 Fields A-34 FiltersProductSpecific Table A-35 Description A-35 Fields A-35 How Handles Are Used A-35 Alarm State Transition Diagram A-37 I NDEX ix

10 Contents x

11 About This Guide Objective This guide describes the tasks and tools necessary to install, configure, and administer Listener, LGMapper, and AlarmTracker software. Note The AlarmTracker software requires that you also install the Listener and LGMapper software. If you are not installing the AlarmTracker software, you do not need to read Chapter 3 and Chapter 4. Audience This publication is intended primarily for users who configure and administer Listener, LGMapper, and AlarmTracker software. The administrator needs a general understanding of call center operations and management and specific information about the call centers and carrier networks connected to Cisco ICM software. The administrator also needs a good understanding of Windows 2000 and Windows Organization This guide contains the following chapters. Chapter Chapter 1, Remote Monitoring Suite Overview Chapter 2, Installing and Configuring the RMS Listener Description Provides a brief description of the utilities you use to configure and maintain Listener, LGMapper, and AlarmTracker. It also provides background information so that you can understand the security and user rights issues when these utilities and your configuration databases work together in a network. Describes how to install and configure the Listener software, including how to set up the processing that occurs when messages arrive at the Listener. xi

12 Organization About This Guide Chapter Chapter 3, Installing the LGMapper Server Chapter 4, LGMapperCnfg and LGArchiverCnfg Tools Chapter 5, LGMapperNM and LGArchiverNM Chapter 6, Alarms Database Maintenance Chapter 7, LGCnfg Tool Chapter 8, Installing the AlarmTracker Client Chapter 9, The Exclude Node Feature Chapter 10, Deployment Issues Chapter 11, Backwards Compatibility Considerations Chapter 12, Implementing the IWantHelp Interface Appendix A, Alarms Database Schema Description Explains the process of installing the LGMapper and the LGArchiver servers. Provides information on how to use the DCOMCnfg tool and how to troubleshoot the LGMapper installation. Provides information on how to use the LGMapperCnfg and the LGMapperCnfg tools. Discusses the LGMapper Node Manager (LGMapperNM) and the LGArchiver Node Manager (LGArchiverNM). Describes maintaining the Alarms Database. Describes how to manage the Alarms Database using the LGCnfg tool. Describes how to install the AlarmTracker client software on your users systems. Describes the Exclude Node feature of the AlarmTracker Client software. Discusses deployment issues. Discusses backward compatibility considerations. Describes implementing the IWantHelp interface. Provides the Alarms Database schema. xii

13 About This Guide Conventions Conventions This manual uses the following conventions. Format Boldface type is used for user entries, keys, buttons, and folder and submenu names. Italic type indicates one of the following: A newly introduced term For emphasis A generic syntax item that you must replace with a specific value A title of a publication An arrow (>) indicates an item from a pull-down menu. Example Click OK. A skill group is a collection of agents who share similar skills. Do not use the numerical naming convention that is used in the predefined templates (for example, persvc01). IF (condition, true-value, false-value) For more information, see the Cisco ICM Software Database Schema Handbook. The Save command from the File menu is referenced as File >Save. Other Publications For additional information about Cisco Intelligent Contact Management (ICM) software, see the Cisco web site listing ICM documentation. Obtaining Documentation Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems. Cisco.com You can access the most current Cisco documentation at this URL: You can access the Cisco website at this URL: You can access international Cisco websites at this URL: xiii

14 Documentation Feedback About This Guide Product Documentation DVD Cisco documentation and additional literature are available in the Product Documentation DVD package, which may have shipped with your product. The Product Documentation DVD is updated regularly and may be more current than printed documentation. The Product Documentation DVD is a comprehensive library of technical product documentation on portable media. The DVD enables you to access multiple versions of hardware and software installation, configuration, and command guides for Cisco products and to view technical documentation in HTML. With the DVD, you have access to the same documentation that is found on the Cisco website without being connected to the Internet. Certain products also have.pdf versions of the documentation available. The Product Documentation DVD is available as a single unit or as a subscription. Registered Cisco.com users (Cisco direct customers) can order a Product Documentation DVD (product number DOC-DOCDVD=) from the Ordering tool or Cisco Marketplace. Cisco Ordering tool: Cisco Marketplace: Ordering Documentation Beginning June 30, 2005, registered Cisco.com users may order Cisco documentation at the Product Documentation Store in the Cisco Marketplace at this URL: Cisco will continue to support documentation orders using the Ordering tool: Registered Cisco.com users (Cisco direct customers) can order documentation from the Ordering tool: Instructions for ordering documentation using the Ordering tool are at this URL: Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, USA) at or, elsewhere in North America, by calling NETS (6387). Documentation Feedback You can rate and provide feedback about Cisco technical documents by completing the online feedback form that appears with the technical documents on Cisco.com. You can send comments about Cisco documentation to bug-doc@cisco.com. xiv

15 About This Guide Cisco Product Security Overview You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address: Cisco Systems Attn: Customer Document Ordering 170 West Tasman Drive San Jose, CA We appreciate your comments. Cisco Product Security Overview Cisco provides a free online Security Vulnerability Policy portal at this URL: From this site, you can perform these tasks: Report security vulnerabilities in Cisco products. Obtain assistance with security incidents that involve Cisco products. Register to receive security information from Cisco. A current list of security advisories and notices for Cisco products is available at this URL: If you prefer to see advisories and notices as they are updated in real time, you can access a Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed from this URL: Reporting Security Problems in Cisco Products Cisco is committed to delivering secure products. We test our products internally before we release them, and we strive to correct all vulnerabilities quickly. If you think that you might have identified a vulnerability in a Cisco product, contact PSIRT: Emergencies security-alert@cisco.com An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported. All other conditions are considered nonemergencies. Nonemergencies psirt@cisco.com In an emergency, you can also reach PSIRT by telephone: Tip We encourage you to use Pretty Good Privacy (PGP) or a compatible product to encrypt any sensitive information that you send to Cisco. PSIRT can work from encrypted information that is compatible with PGP versions 2.x through 8.x. xv

16 Obtaining Technical Assistance About This Guide Never use a revoked or an expired encryption key. The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL: The link on this page has the current PGP key ID in use. Obtaining Technical Assistance Cisco Technical Support provides 24-hour-a-day award-winning technical assistance. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources. In addition, if you have a valid Cisco service contract, Cisco Technical Assistance Center (TAC) engineers provide telephone support. If you do not have a valid Cisco service contract, contact your reseller. Cisco Technical Support & Documentation Website The Cisco Technical Support & Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The website is available 24 hours a day, at this URL: Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register at this URL: Note Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service. You can access the CPI tool from the Cisco Technical Support & Documentation website by clicking the Tools & Resources link under Documentation & Tools. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list, or click the Cisco Product Identification Tool link under Alerts & RMAs. The CPI tool offers three search options: by product ID or model name; by tree view; or for certain products, by copying and pasting show command output. Search results show an illustration of your product with the serial number label location highlighted. Locate the serial number label on your product and record the information before placing a service call. Submitting a Service Request Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.) After you describe your situation, the TAC Service Request Tool provides recommended solutions. If your issue is not resolved using the recommended resources, your service request is assigned to a Cisco engineer. The TAC Service Request Tool is located at this URL: xvi

17 About This Guide Obtaining Additional Publications and Information For S1 or S2 service requests or if you do not have Internet access, contact the Cisco TAC by telephone. (S1 or S2 service requests are those in which your production network is down or severely degraded.) Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly. To open a service request by telephone, use one of the following numbers: Asia-Pacific: (Australia: ) EMEA: USA: For a complete list of Cisco TAC contacts, go to this URL: Definitions of Service Request Severity To ensure that all service requests are reported in a standard format, Cisco has established severity definitions. Severity 1 (S1) Your network is down, or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation. Severity 2 (S2) Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation. Severity 3 (S3) Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels. Severity 4 (S4) You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations. Obtaining Additional Publications and Information Information about Cisco products, technologies, and network solutions is available from various online and printed sources. Cisco Marketplace provides a variety of Cisco books, reference guides, documentation, and logo merchandise. Visit Cisco Marketplace, the company store, at this URL: Cisco Press publishes a wide range of general networking, training and certification titles. Both new and experienced users will benefit from these publications. For current Cisco Press titles and other information, go to Cisco Press at this URL: Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments. Each quarter, Packet delivers coverage of the latest industry trends, technology breakthroughs, and Cisco products and solutions, as well as network deployment and troubleshooting tips, configuration examples, customer case studies, certification and training information, and links to scores of in-depth online resources. You can access Packet magazine at this URL: xvii

18 Obtaining Additional Publications and Information About This Guide iq Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue, streamline their business, and expand services. The publication identifies the challenges facing these companies and the technologies to help solve them, using real-world case studies and business strategies to help readers make sound technology investment decisions. You can access iq Magazine at this URL: or view the digital edition at this URL: Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL: Networking products offered by Cisco Systems, as well as customer support services, can be obtained at this URL: Networking Professionals Connection is an interactive website for networking professionals to share questions, suggestions, and information about networking products and technologies with Cisco experts and other networking professionals. Join a discussion at this URL: World-class networking training is available from Cisco. You can view current offerings at this URL: xviii

19 CHAPTER 1 Remote Monitoring Suite Overview Introduction The Remote Monitoring Suite (RMS) includes the following software components: Listener LGMapper LGArchiver AlarmTracker Client This chapter provides: Background information so you can understand security and user rights issues when the Remote Monitoring Suite components and your configuration databases work together in a network. The functional architecture of the Remote Monitoring Suite. A brief description of the components you use to configure and maintain Listener, LGMapper, LGArchiver, and AlarmTracker Client. Background Information The Distributed Diagnostics and Services Network (DDSN) is a support architecture facility that gathers event and message information from multiple systems at a central point. Service provider personnel can then monitor this system information, react to urgent problems immediately, and examine a system activity history to discover chronic problems. In this scenario, each system runs a facility that detects and reports any unusual conditions or events that occur. These events and messages range from informational messages to reports of serious errors. This information is passed onto a process called the Listener (Figure 1-1). The Listener typically runs stand-alone at the (network) service provider site. A single Listener can receive events from multiple systems. Depending on the installation, the systems might connect to the Listener via a modem and a dial-up connection using the Windows Remote Access Server (RAS) or by using a direct network connection. LGMapper is a server that accepts data from the Listener process and maps Listener objects into a preconfigured object hierarchy. This server also caches managed object attribute data, and updates connected AlarmTracker Client applications with new event and alarm data. This event mechanism gives quick notification to network service provider representatives when a problem occurs. 1-1

20 Background Information Chapter 1 Remote Monitoring Suite Overview Error Reporting Figure 1-1 provides an overview of the Remote Monitoring Suite error reporting process. Figure 1-1 Error Reporting Overview ICM Customer Side Logger CSFS DTP Listener RAS or Network Connection LGMapper Server AlarmTracker Client AlarmTracker Client TAC ISN Customer Side ISN Via Sockets SDDSN Listener RAS or Network Connection LGMapper Server TAC AlarmTracker Client AlarmTracker Client ICM, CVP, Cisco Media Blender or other Cisco products send event information to the Listener application. These products inform the Listener application of any significant errors or unexpected conditions. Four processes on the ICM Logger (or SDDSN) handle error reporting. The two processes used for remote monitoring and are: Customer Support Forwarding Service (CSFS) Receives events, filters them, and forwards the events to other processes that request the data. DDSN Transfer Process (DTP) Receives data from CSFS Transfers the events and export files to the machine running the Listener. The DTP uses either a dial-up connection and the Remote Access Service (RAS) or a direct network connection. The Listener stores the events in a customer-specific directory on its machine. Event messages received by the Listener include information about when and where the error occurred and the full message as reported on the event feed. 1-2

21 Chapter 1 Remote Monitoring Suite Overview Background Information The DTP process keeps EMS events in memory until they are delivered to the Listener. To minimize the traffic to the Listener, and particularly the number of RAS connections needed over time, messages are batched together and sent periodically. However, if the DTP process receives a high priority event, it immediately sends the event to the Listener. If an attempt to establish a RAS connection fails, the DTP process periodically tries to re-establish the RAS connection. The DTP process checks to see if there are EMS events to be processed. When there are new events, the DTP process sends the events to the Listener, establishing a RAS connection if necessary. Note You can configure the time interval for the DTP process to check for EMS events; thirty minutes is the default setting. 1-3

22 Background Information Chapter 1 Remote Monitoring Suite Overview Remote Monitoring Suite Functional Architecture Figure 1-2 illustrates the overall functional architecture of the Remote Monitoring Suite. Figure 1-2 Remote Monitoring Suite Functional Architecture Archived Alarms DB LGArchiver Listener LGArchiverNM Network Boundary LGMapperNM LGMapper AlarmTracker Client Alarms DB AlarmTracker Client Component Description The major Remote Monitoring Suite components are discussed in Table

23 Chapter 1 Remote Monitoring Suite Overview Background Information Table 1-1 Remote Monitoring Suite Component Description Component Listener LGMapper LGMapperNM Alarms DB LGArchiver LGArchiverNM Description A Windows service management application that tracks multiple ICM systems. It serves as a receiver and message distributor for customer event data. A central COM server that accepts data from the Listener and maps the data into a pre-configured object hierarchy. It also caches managed object attribute data, responds to poll requests from remote clients for updated attribute data, and sends event notifications to clients that represent traps and state changes to managed objects. A Windows service that controls the lifetime of the LGMapper COM server. When the LGMapper is running, it determines the health of the process by querying the LGMapper for statistics. If it detects that the LGMapper is not processing data, it stops the server and restarts it. The user interface provided as part of the service is also used to disable the LGMapper for maintenance or other reasons. A SQL Server database attached to the LGMapper that stores configuration and alarm information. The configuration information contains tables of OID (ObjectIDentifier) Nodes representing the class definitions, and Rules which define the mapping of a Listener message to an OID Node and how to specify the instance of the class to which the object refers. The mappings are created by the LGCnfg tool. This database also contains the set of Alarm Objects visible to LGMapper clients. A central COM server that maps Listener events into the appropriate Alarm Objects and manages the Archived Alarms DB. A Windows service that controls the lifetime of the LGArchiver COM server. When the LGArchiver is running, it determines the health of the process by querying the LGArchiver for statistics. If it detects that the LGArchiver is not processing data, it stops the server and restarts it. 1-5

24 Background Information Chapter 1 Remote Monitoring Suite Overview Table 1-1 Remote Monitoring Suite Component Description (continued) Component Archived Alarms DB LGCnfg Tool AlarmTracker Client Description A SQL Server database attached to the LGArchiver that stores configuration and alarm information. The configuration information contains tables of OID (ObjectIDentifier) Nodes representing the class definitions, and Rules which define the mapping of a Listener message to an OID Node and how to specify the instance of the class to which the object refers. The mappings are created by the LGCnfg tool. This database differs from the Alarms Database in that it does not process deleted base record messages received from the Listener, and it archives data for a longer time period. This database is intended as a data repository for offline trend analysis reports. The database schema for this database is identical to that of the Alarms Database. A GUI application that creates and manages the mapping of Listener event objects to LGMapper Nodes. Mappings are made by defining Rules which use information contained in the Listener object message to identify the proper LGMapper Node instance. Once the Rules are defined, the LGMapper can apply these Rules at runtime to associate a Listener Object to a specific node instance and attribute whenever an event of that type is received in the Listener event feed stream. This tool compensates for the incomplete managed object description in the current stream of information available to Listener. The client application that displays customer and node status. LGMapper and LGArchiver Differences LGArchiver operation is very similar to LGMapper operation in that they both connect to Listener as a client and the both manage databases containing object mapping and Alarm Objects, but their purposes are quite different. The LGMapper server is designed to serve multiple AlarmTracker Client applications. It processes Listener event messages and manages Alarm Objects in the database, and notifies each active AlarmTracker Client of relevant Listener events. In addition, AlarmTracker Clients make direct queries against the Alarms Database in order to update their displays. The default value for time history of Alarm Objects is 7 days (168 hours). Use the LGMapperCnfg tool to change the value. The value depends on the number of customers and products you need to monitor. The LGArchiver server, on the other hand, has no clients attached to it. Its primary purpose is to process Listener events and manage the Archived Alarms Database. It is intended to archive alarms over a longer period so you can run trend analysis and report against it. For this reason, the default alarms time history setting for the LGArchiver is 30 days. This value can be changed using the LGArchiverCnfg tool. 1-6

25 Chapter 1 Remote Monitoring Suite Overview Network Considerations Samples of web-based reports that can be run against the Archived Alarms Database can be foundon the Operations Support CD-ROM in the Samples > Reporting subdirectory. Network Considerations The system design does not limit LGMappers to a one-to-one relationship with Listener processes. From the Listener point of view, an LGMapper is a client. Thus, the connection between the Listener and the LGMapper can cross a network boundary. There can be no more than two Listener processes. These processes can be distributed in a Local Area Network (LAN) or at different sites connected by a Wide Area Network (WAN) to achieve fault tolerance. The LGMapper processes can also be distributed, but they are not limited to two instances. Judicious placement of LGMapper servers optimizes the use of network bandwidth. For example, if you plan to set up a support center at a site that is remote from the Listener locations, it makes sense to place one or more LGMapper servers in the LAN at the support center so that AlarmTracker Client connections are always in the LAN. That way, only one or two WAN connections are needed from the LGMapper to the Listener, rather than co-locating the LGMapper server with the Listener (which would result in having a WAN connection for each AlarmTracker Client). Security RMS does not support the use of the following security features: Windows Firewall on Windows 2003 Security Hardening Script from the ICM CD Fault Tolerant Functional Architecture Figure 1-3 illustrates the overall functional architecture of the system in the context of operating in a fault-tolerant environment. 1-7

26 Fault Tolerant Functional Architecture Chapter 1 Remote Monitoring Suite Overview Figure 1-3 Fault Tolerant Functional Architecture Network Boundary LGCnfg Tool Alarms DB AlarmTracker Client Listener 1 LGMapper 1 Listener 2 LGMapper 2 AlarmTracker Client AlarmTracker Client Alarms DB Note the following features in Figure 1-3: Redundant Alarms Databases AlarmTracker Client They provide fault tolerance when one of the hosts running a Listener/LGMapper/Alarms Database is unreachable. Each AlarmTracker Client is capable of communicating with two running LGMapper servers, but to conserve network bandwidth, only one of the servers is designated as primary (or active). If the AlarmTracker Client is connected to the LGMapper servers, the primary LGMapper server performs all communication between the two processes. In the event of a primary server failure, the AlarmTracker Client must then switch over to the backup (or standby) server. Further discussion on the deployment of machines to achieve fault-tolerant performance is found in Fault Tolerant Considerations, page The LGArchiver Server is not shown in Figure 1-3. There is no fault-tolerant scheme for it. Install the LGArchiver server on a high-availability server with little or nothing else running on it. Perform standard SQL Server backups on the database to avoid data loss

27 Chapter 1 Remote Monitoring Suite Overview Alarms Database Alarms Database Overview The Alarms Database used by the LGMapper and LGArchiver is a Microsoft SQL Server database containing the information needed to map Listener objects to attributes of a node in a hierarchy of product objects. The database also contains a table of Instance Nodes which is populated by the LGMapper at runtime. This table is saved between LGMapper sessions and represents actual Instance Nodes created based on Rules that were successfully applied at runtime. In addition, the Alarms Database contains a history of alarms objects representing the past and current states of the monitored product. Note The schema of the Alarms Database (see Appendix A, Alarms Database Schema ) connected to the LGMapper and the Archived Alarms Database connected to the LGArchiver are identical. Thus, the discussion of the Alarms Database applies to both databases. The Remote Monitoring Suite lets you monitor products other than the ICM. During installation, the Alarms Database is populated with Object Identifier (OID) Nodes and Rules for supporting the Cisco ICM, CVP, and Cisco Media Blender products. As other products are supported, updates to the tables that manage this information can be provided as hot fixes. The Rule Mapping Process The Alarms Database is installed with a pre-loaded set of OID Nodes and Rules used by the LGMapper and LGArchiver to map incoming Listener objects to a specific attribute in an Instance Node somewhere in the hierarchy. In the current release, OID Nodes and Rules are supplied for the Cisco ICM, CVP, and Cisco Media Blender products. Other products can be added later as hot fixes. This information is stored in the database in the OID Nodes, Attributes, OIDNodeAttributes, and Rules tables. As Listener events are received by the LGMapper, it uses the set of Rules to map the object to an attribute of a particular OID Node. It then uses the Rule contents to determine the Instance Node to which the object applies. Once the Attribute and Instance Node are determined, the LGMapper updates the Alarms Database and it updates the state of the affected node. This, in turn, may result in a state change in other nodes (specifically its parent node) since the Remote Monitoring Suite supports the notion of state roll up in the node hierarchy. Use the LGCnfg tool to modify the set of Rules and to create new OID Nodes for products. The LGCnfg tool can be used to define new products. As previously mentioned, the Alarms Database comes pre-loaded with the OID Nodes and Rules for ICM and CVP. However, if you are interested in creating your own object hierarchy, or modifying the existing one, the LGCnfg tool is provided for that purpose. If you plan to experiment and create your own Rules and/or OID object hierarchy, we strongly suggest you use the LGCnfg tool to create a new database for this purpose. More information on the use of this tool is given in the LGCnfg Tool section. If you detect any Listener object issues that are not mapped (unmapped objects appear in the Unmapped Objects Node under each customer product instance) or Listener Objects that are mapped to the wrong Instance Node, contact Cisco Technical Assistance Center (TAC) to report the problem. 1-9

28 Alarms Database Chapter 1 Remote Monitoring Suite Overview Instance Nodes When a Listener event message is processed, it is mapped by a Rule to an attribute of an OID Node. The Rule, along with the message content, is then used to determine the Instance Node to which it applies. If this Instance Node does not exist, it is created by the LGMapper software. When it is created, an entry in the InstanceNodes table is created and an in-memory copy of the node is created in the proper place in the hierarchy so that its state can be properly tracked. In addition, there is an associated table (the Customers table) which manages the set of known customers. When the LGMapper initializes, the full set of Instance Nodes is read from the InstanceNodes table. Every Alarm Object must be associated with an attribute of an Instance Node. Thus, the Instance Nodes are persisted from session to session. As time goes on, you may find that you may want to prune this information as devices are retired or as customers are deleted. The LGCnfg tool is used to delete Instance Nodes as needed. More information on how to do this is provided in Chapter 7, LGCnfg Tool. Note It is important to use the LGCnfg tool to modify the database contents and not SQL Server directly. This is because of the relationships that exist between the tables. Alarm Objects One of the most important purposes of the Alarms Database is to manage a set of Alarm Objects. An Alarm Object is defined as an object that generally indicates some type of failure condition for some component in a system. Typically, an Alarm Object is created by an event that signals or raises the alarm. The Alarm Object has a state consisting of the object being raised (down) or cleared (up), and an Assignment Status indicating the action TAC is taking in response to the alarm. An Alarm Object consists of one or more Listener Events indicating its state transitions. Alarm Objects are persisted in two tables in the Alarms Database: the Alarms table (which stores information about each Alarm Object), and the Events table (which stores information about each Event that makes up the Alarm Object). In addition, a third table (the Simples table) stores a special kind of single-state Alarm Object. The Simples tables stores Simple Events from Listener which are considered to be lower priority events. Since these events are stateless and lower priority, they are separated from the main Alarms tables. Another table (the ObjectState table) is used by LGMapper (but not LGArchiver) to store the current object state of all Listener objects. The ObjectState table contains a cross reference from the Listener ObjectName (qualified by ProductID and CustomerID) to the current Alarm Object referencing it. Alarms History Not only do the LGMapper and LGArchiver maintain the current state of the set of Alarm Objects, they also maintain an archived history of closed Alarm Objects. A closed Alarm Object is one whose state is up and whose assignment status is unassigned. You can see both closed and open Alarm Objects in the Alarms View display using the AlarmTracker Client. Select a different filter to view just the open Alarm Objects. LGMapper and LGArchiver both have a configuration setting called Alarms Objects History which manages the size of the Alarms Database so that it does not grow unbounded. This setting specifies how long closed Alarms Objects are maintained in the database before being purged. 1-10

29 Chapter 1 Remote Monitoring Suite Overview Alarms Database The Alarms Objects History setting affects only closed Alarms Objects. Open Alarm Objects are never purged, regardless of how old they are. A closed Alarm Object is subject to being purged when the time it is closed is older than the value of Alarms Objects History setting. Purging is done when the LGMapper or the LGArchiver starts up, and at occasional intervals when it is running. For the LGMapper, the initial default value is 7 days (168 hours). Use the LGMapperCnfg tool to change this setting if necessary. Since the LGMapper and AlarmTracker Client are considered to be tactical products, you can determine how long a history you want AlarmTracker Clients to see. The value you use may affect the response time of the AlarmTracker Clients. The larger the value, the longer it takes for each database query because the queries are performed against more data, and more data is returned across the wire in the result set. You must determine what setting is best for you and your environment. For the LGArchiver, the initial default value is 30 days. LGArchiver real-time performance is less critical than that of the LGMapper, thus, it is expected that the Alarms Objects History is longer for the LGArchiver. The value depends solely on how much disk storage you are willing to allocate for the database. As a guideline, monitoring 160 ICM customers for a 30-day history the database size required is approximately 1.3GBytes. The database size is directly proportional to the number of customers and products being monitored. Thus, if your installation is monitoring 40 customers, you could probably set a 120 day history and end up with a database of approximately the same size. The following formula can be used to estimate the SQL Server database MDF file size: [MDF File Size MBytes] = 0.3 X [Number of Customers] X [Time History in Days] Remember, the database is purged so its size does not grow unbounded. In addition, at startup a check is made and once-per-week the database is completely re-indexed using the DBCC DBREINDEX T-SQL command. Alarms Database Schema We have already introduced the names of several of the tables maintained in the Alarms Database. Further documentation on the specific content of all tables in the database can be found in Appendix A (the Alarms Database Schema Description). This schema information is used to create specific queries and reports to perform trend analysis on the LGArchiver Alarms Database. Accessing the LGArchiver Database The LGArchiver Alarms Database is intended to perform longer-term Alarm archiving than the LGMapper Alarms Database. The schema is open and allows you to write customized queries and reports against this database to perform specific analyses or trend reporting. When accessing the database, keep security in mind. By default, the three LGMapper user groups are given access to the database. The LGM Readers are given read access only, LGM Users are given read/write access, and the LGM Administrators group is given administrator rights. Edit this as you see fit, but, make sure the LGMapper account has administrator rights since the LGArchiver Server runs under this account and is doing all the database work. 1-11

30 Deployment Considerations Chapter 1 Remote Monitoring Suite Overview Deployment Considerations Fault Tolerant Considerations Figure 1-3 shows a fault-tolerant deployment of the LGMapper Servers. Each LGMapper Server connects to a single Listener so you can install an LGMapper Server on the same machine as the Listener. To achieve LGMapper fault tolerance, you must use at least two machines (four machines if you do not install LGMapper on the same machine as the Listener). The LGArchiver is not fault tolerant, therefore, you can install it on any machine that meets the requirements indicated in the Cisco Intelligent Contact Manager Release 7.0(0) Bill of Materials. For example, you can install the LGArchiver software on one of the LGMapper machines. If you are supporting a large number of customers, install the LGArchiver on a separate machine so that the LGMapper can provide adequate real-time response for AlarmTracker Clients. Because the LGArchiver is not fault tolerant, schedule database backups to prevent data loss in the event of a system or disk failure. Distributed Architecture The LGMapper is a client of the Listener server. The Listener server can send data to one or more LGMapper processes. The LGMapper processes can be installed on a single machine or can be installed on multiple machines on a Wide Area Network (WAN). The Listener design limits the number of Listener process to two. These processes may be distributed in a Local Area Network (LAN) or at different sites connected by a Wide Area Network (WAN) to achieve fault tolerance. In fact, judicious placement of LGMapper Servers can optimize the use of network bandwidth. For example, to set up a support center at a site that is remote from the Listener locations, install one or more LGMapper Servers in the LAN at the support center so that AlarmTracker Client connections are always in the LAN. In this configuration, only one or two WAN connections are needed from the LGMapper to the Listener. Figure 1-4 shows an example of this type of deployment. If you install the LGMapper server and Listener server on the same machine, each AlarmTracker Client at a remote support center would need a WAN connection. 1-12

31 Chapter 1 Remote Monitoring Suite Overview Hardware and Software Requirements Figure 1-4 Example Separated Support Center Deployment Strategy San Jose Support Center LGMapper 1 AlarmTracker Clients Listener A LGArchiver LGMapper 2 Brussels Support Center LGMapper 1 AlarmTracker Clients Listener B LGArchiver LGMapper Hardware and Software Requirements SQL Server is an integral part of the Remote Monitoring Suite. SQL Server must be installed on every machine running the LGMapper or LGArchiver Server. For complete and current information on the SQL Server, see the Cisco Intelligent Contact Management Software Release 7.0(0) Bill of Material, which is available at:

32 Hardware and Software Requirements Chapter 1 Remote Monitoring Suite Overview 1-14

33 CHAPTER 2 Installing and Configuring the RMS Listener This chapter describes how to install and configure the RMS Listener server. You can set up the processing that occurs when messages arrive at the Listener. This includes specifying the customer-specific directory in which a customer s messages are stored and designating which representatives or administrators are notified of error messages from a given customer or related to a specific area of the ICM product. The Listener runs as a service so that it can be set to start automatically when the machine starts. A network service provider site can have two Listeners. You can install the Listener on two systems (designate one to be side A and the other to be side B).The Listeners run simultaneously, then synchronize with each other. This provides a duplexed, fault tolerant system. You must install the LGMapper/LGArchiver and Listener servers on separate machines. Note The AlarmTracker Client software requires that you also install the Listener and LGMapper software. Note If you are planning to monitor a product other than the ICM software, you need to install the product specific update on the Listener machine. When installing the update, do not install it into the same directory as the Listener. Refer to the product specific documentation for instructions on how to apply the update. 2-1

34 Chapter 2 Installing and Configuring the RMS Listener Upgrading an RMS Listener Server That Monitors ICM Dialup Connections The RMS 2.1(0) Listener server runs only on Windows 2000 or Windows 2003 Server. The NetBEUI protocol is not available on the Windows 2003 Server. This means that you can only monitor dialup customers who are running ICM 5.0 or later and who have configured their loggers to use TCP/IP. To monitor dialup connections from customers running ICM or earlier, run the RMS Listener on Windows 2000 Server and enable the NetBEUI protocol. If you are using a direct network connection, this is not an issue. Guidelines Note The RMS installation upgrades RMS software from 2.0 or 2.0 SR1 to 2.1. Upgrade RMS Listener servers that monitor dialup connections from ICM Loggers in the following sequence: Step 1 Step 2 Step 3 Step 4 Step 5 Upgrade RMS Listener servers running Windows 2000 server to RMS release 2.1 before upgrading the operating system to Windows For dialup connections, configure Microsoft RAS on the RMS 2.1 Listener server for TCP/IP and NetBEUI protocols. This enables ICM/IPCC 7.0(0) Loggers to dial in to RMS 2.1 Listener servers. The Cisco Remote Monitoring Administration Guide describes how to install and configure RMS components. Refer to the ICM Installation Guide for Cisco ICM Enterprise Edition for instructions on installing ICM/IPCC Logger software. Install new message files on AlarmTracker client machines by running the SDDSN (Standalone Distributed Diagnostics and Service Network) setup from the latest ICM setup CD. SDDSN is a sub-component of the ICM system, which provides a mechanism for phone home services and generating SNMP traps. It is intended to be integrated into other products (e.g., Cisco ISN) to provide event reporting capability. Refer to the Cisco ICM Enterprise Edition Administration Guide for more information on SDDSN. Upgrade ICM Logger systems that send events to RMS Listener servers using one of the following methods: Install ICM Logger 7.0 on a Windows 2003 server. Configure ICM Logger 5.0 and 6.0 systems running on Windows 2000 servers to use the TCP/IP protocol to send events to RMS Listener servers. For instructions, refer to Configuring ICM Release 5.0, 6.0, and 7.0 Loggers to Connect to an RMS Listener Server Using the TCP/IP Protocol on page 10. Back up the Alarms database, stop the LGMapper and LGArchiver services, and set these services to either manual or disabled. Upgrade RMS 2.1 Listener servers to Windows 2003 Server. 2-2

35 Chapter 2 Installing and Configuring the RMS Listener Installing the RMS Listener Server Installing the RMS Listener Server Use the following procedure to install the RMS Listener server. How to Install the RMS Listener Software Note The RMS installation upgrades RMS software from 2.0 or 2.0 SR1 to 2.1. Note If the installation detects the Cisco Security Agent (CSA) running on the system, it prompts you to stop the CSA service, then restart this installation. Step 1 Step 2 Run Setup.exe from the Listener directory of the Operations Support CD-ROM. In the Listener Properties dialog box, specify the settings as shown in Table 2-1, then click Next. Table 2-1 Listener Properties Settings Property Node Manager Properties Side Drive Language Settings Enable Production Mode and Auto Start at System Startup, unless you are specifically told otherwise by your Cisco ICM/NAM support representative. Enable duplexed Listener if the Listener is duplexed. Indicate if this machine is the Side A or the Side B Listener. If the Listener is not duplexed, choose Side A. Choose the disk drive on which you want to install the Listener software. You must choose a local drive. Setup installs the Listener files to the /icr directory on the drive you select. Specify either American English or United Kingdom English. Step 3 Step 4 Step 5 In the Check Setup Information dialog box, confirm that the settings you have chosen appear correctly. If you want to change any settings, click Back. If the settings are correct, click Next to begin copying the Listener files. When the files are copied successfully, the Setup Complete dialog box appears. If this is the first time that you are installing the Listener, click Finish. Do not start the Listener until you have configured it. For instructions on configuring the RMS Listener Server, see Configuring the RMS Listener Server on page

36 Beeper.flt Modifications Chapter 2 Installing and Configuring the RMS Listener Beeper.flt Modifications The beeper.flt file contains configuration information used by the Listener server to send events to a beeper or pager. If this file exists in ICR\Listener\filters, Setup renames the file to beeper_1.sav. If beeper_1.sav exists, it renames the file to beeper_2.sav, and so on until beeper_99.sav is created. If you modified the original beeper.flt file, migrate the changes from the.sav version (the pre-existing version) of the file to the new beeper.flt file. Configuring the RMS Listener Server After installing the RMS Listener server, perform the following configuration tasks: Configure the Listener as a RAS server Define general Listener configuration information Add customer-specific configuration information Note You must stop the Listener before editing Listener configuration information. Restart Listener after you have completed your configuration edits. Configuring the RMS Listener Server as a RAS Server Windows 2003 Configure the RMS Listener server to act as a remote access server (RAS). A RAS server provides dialup remote access to clients sending notification events from remote sites. The RMS Listener on Windows 2003 server can monitor dialup connections from ICM Logger clients that run ICM release 5.0, 6.0, and 7.0 and have TCP/IP configured. To monitor connections from ICM Logger clients running release or earlier, run the Listener server on the Windows 2000 server and enable the NetBEUI protocol. After you configure the RMS Listener server as a RAS server, specify a policy for disconnecting idle remote connections. This section explains how to configure the RMS Listener server as a RAS server on Windows 2003 server. The Windows 2003 server includes the following protocols for transferring information between a computer and the network: TCP/IP IPX AppleTalk The Windows 2003 server does not include the NetBEUI protocol. This means that the RMS Listener server on Windows 2003 can accept dialup connections only from ICM Logger clients that meet the following criteria: ICM 5.0, 6.0, or 7.0 software is installed 2-4

37 Chapter 2 Installing and Configuring the RMS Listener Configuring the RMS Listener Server TCP/IP is configured For instructions on configuring ICM Logger clients for TCP/IP connections, refer to Configuring ICM Release 5.0, 6.0, and 7.0 Loggers to Connect to an RMS Listener Server Using the TCP/IP Protocol on page 10. Note These instructions apply only to customers using the ICM Listener option. How to Configure the RMS Listener Server as a RAS Server To configure the RMS Listener server as a RAS server on Windows 2003 Server: Caution Consult with your IT department before setting up your Listener server as a RAS device on your network. Step 1 Step 2 On the RMS Listener machine, select Start > Programs > Administrative Tools > Routing and Remote Access. Right-click the server you want to configure and select Configure and Enable Routing and Remote Access. The Routing and Remote Access window displays (Figure 2-1). Figure 2-1 Routing and Remote Access Server Setup Wizard Step 3 Step 4 Step 5 Click Next to start the Routing and Remote Access Server Wizard. Select Remote access (Dialup or VPN), then click Next. Select the Dial-up check box. Leave the VPN check box unchecked. Click Next. 2-5

38 Configuring the RMS Listener Server Chapter 2 Installing and Configuring the RMS Listener Step 6 Step 7 In the IP Address Assignment window, select From a specified range of addresses, then click Next. On the Address Range Assignment window, select the range of IP addresses to assign to remote clients. If no IP address ranges are available, click New (Figure 2-2). Figure 2-2 Address Range Assignment Window Step 8 In the New Address Range dialog box, specify a private range of addresses (for example, to ), then click OK (Figure 2-3). The number of IP addresses in the range must equal at least the number of modems on this server plus an additional address for the host. This range must not be within an address range needed by the host system or any of the ICM logger systems connecting to this Listener server 2-6

39 Chapter 2 Installing and Configuring the RMS Listener Configuring the RMS Listener Server Figure 2-3 New Address Range Window. Step 9 Step 10 Step 11 Step 12 Step 13 Step 14 Step 15 Step 16 Step 17 Step 18 Step 19 When you finished entering the range of IP addresses, click Next. Accept the default settings for the remainder of the wizard. When the wizard is finished, right-click the server entry again and select Properties. The Properties window displays. Select the General tab. Select the Remote access server check box. Select the IP tab. Select the Enable IP Routing and Allow IP-based remote access and demand-dial connections. check boxes. Make sure the static address range is correct. Select the Enable Broadcast Name Resolution check box. Accept the defaults for the remaining tabs, then click OK. When the configuration is complete, the RAS services restart. Note Do not enable RAS Server capability on the Logger, because this might create a conflict with the ICM DTP process using the modem. How to Configure a RAS Policy for Handling Idle Connections You must configure RAS services on the Listener server before configuring a RAS policy. See How to Configure the RMS Listener Server as a RAS Server on page 9. Configuring a RAS policy to handle idle connections avoids a potential issue in which the DTP fails to hang up the modem connection and leaves the modem connected to the Listener. To configure a RAS policy for handling idle remote connections: Step 1 Step 2 On the Listener machine, select Start > Programs > Administrative Tools > Routing and Remote Access. Double-click the RAS server you want to configure and select Remote Access Policies. 2-7

40 Configuring the RMS Listener Server Chapter 2 Installing and Configuring the RMS Listener Step 3 Step 4 Step 5 Step 6 In the right pane, double click Connections to Microsoft Routing and Remote Access Server. The Connections to Microsoft Routing and Remote Access Server Properties dialog box opens. Select Settings, then select Edit Profile. The Edit Dial-in Profile dialog box opens. Select Dial-in Constraint, select Minutes server can remain idle before it is disconnected (Idle-Timeout), enter the desired number of minutes (for example, 10), then click OK. Click OK again to close the Connections to Microsoft Routing and Remote Access Server Properties dialog box. Windows 2000 This section explains how to configure the RMS Listener server as a RAS server on Windows 2000 Server. The RMS Listener server on Windows 2000 server can monitor dial-up connections from ICM Logger clients with the following configurations: ICM release or earlier using the NetBEUI protocol. ICM release 5.0 or later using either TCP/IP or NetBEUI protocols. For instructions on configuring ICM Logger clients for TCP/IP connections, refer to Configuring ICM Release 5.0, 6.0, and 7.0 Loggers to Connect to an RMS Listener Server Using the TCP/IP Protocol on page 10. Caution Consult with your IT department before setting up your Listener server as a RAS device on your network. How to Install the NetBEUI protocol (Optional) Step 1 Step 2 Step 3 On the Listener machine select Start>Settings>Control Panel>Network and Dialup Connections. The Network and Dialup connection window opens. Right click on Local Area Connection and select properties. Verify that NetBEUI is installed. If NetBEUI is listed, continue to How to Configure the RMS Listener Server as a RAS Server on page 9. If NetBEUI is not listed, click Install and following the remaining steps. Note NetBEUI does not need to be selected in this screen, this is just done to verify it is installed. Step 4 Step 5 Step 6 Step 7 Select protocol and click Add. Select NetBEUI protocol and click OK. Insert the Windows 2000 Server disk if prompted. The NetBEUI protocol is now listed under Local Area Connections. Uncheck NetBEUI for this connection and click Close. The NetBEUI protocol is now installed. 2-8

41 Chapter 2 Installing and Configuring the RMS Listener Configuring the RMS Listener Server How to Configure the RMS Listener Server as a RAS Server Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Step 11 Step 12 Step 13 Step 14 Step 15 Step 16 On the RMS Listener machine, select Start > Programs > Administrative Tools > Routing and Remote Access. The Routing and Remote Access window displays (Figure 2-1). Start the Routing and Remote Access Server Setup Wizard by right-clicking on the server you want to configure. Select Configure and Enable Routing and Remote Access. Select Remote Access Server (RAS) and click Next. Select Setup and advanced remote access server, then click Next. The Remote Client Protocols windows opens. The TCP/IP and NetBEUI protocols are listed. Select Yes, all the required protocols are present, then click Next. In the IP Address Assignment window, select From a specified range of addresses, then click Next. On the Address Range Assignment window, select the range of IP addresses to assign to remote clients. If no IP address ranges are available, click New. In the New Address Range dialog box, specify a private range of addresses (for example, to ), then click OK (Figure 2-3). The number of IP addresses in the range must equal at least the number of modems on this server plus an additional address for the host. This range must not be within an address range needed by the host system or any of the ICM logger systems connecting to this Listener server Click Next on the remaining dialogs (selecting the default settings) to complete the wizard. When the wizard is finished, right-click on the server entry again and select Properties. The Properties dialog appears. Select the General tab. Check only the Remote access server check box. Select the IP tab. Select Enable IP Routing and Enable Allow IP-based remote access and demand-dial connections. Make sure the static address range is correct Select the NetBEUI tab. Use the check box to enable NetBEUI based remote access clients, and select the This computer only option. Select the AppleTalk tab. Make sure the Enable AppleTalk remote access check box is unchecked. Accept the defaults for the remaining tabs and close the dialog. When the configuration is complete, the RAS services restart. How to Configure a RAS Policy for Handling Idle Connections You must configure RAS services on the Listener server before configuring a RAS policy. For instructions on configuring RAS services, see How to Configure the RMS Listener Server as a RAS Server on page 9. Configuring a RAS policy to handle idle connections avoids a potential issue in which the DTP fails to hang up the modem connection and leaves the modem connected to the Listener. To configure a RAS policy for handling idle remote connections: Step 1 Step 2 Step 3 On the Listener machine, select Start > Programs > Administrative Tools > Routing and Remote Access. Double-click the RAS server to configure and select Remote Access Policies. In the right pane, double click Connections to Microsoft Routing and Remote Access Server. The Connections to Microsoft Routing and Remote Access Server Properties dialog box opens. 2-9

42 Configuring the RMS Listener Server Chapter 2 Installing and Configuring the RMS Listener Step 4 Step 5 Step 6 Select Settings, then select Edit Profile. The Edit Dial-in Profile dialog box opens. Select Dial-in Constraint, select Minutes server can remain idle before it is disconnected (Idle-Timeout), enter the desired number of minutes (for example, 10), then click OK. Click OK again to close the Connections to Microsoft Routing and Remote Access Server Properties dialog box. Configuring ICM Release 5.0, 6.0, and 7.0 Loggers to Connect to an RMS Listener Server Using the TCP/IP Protocol Note ICM 7.0 Loggers use TCP/IP by default. If you are upgrading an ICM Logger from a previous release to ICM Release 7.0 running on Windows 2000, you should follow this procedure. How to Configure ICM Release 5.0, 6.0, and 7.0 Loggers to Connect to an RMS Listener Server Caution Make sure that the Listener you will be dialing into has enabled IP-based remote access and demand-dial connections. Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 On the ICM Logger machine, open the.pbk file located in <ICM DRIVE>:\icm\<instance name>\<la or lb>\ CISCO_DDSN_PHONE_HOME.pbk. For example: C:\icm\lg5\la\ CISCO_DDSN_PHONE_HOME.pbk Click properties. Select the networking tab. Uncheck NetBEUI. Check TCP/IP. With TCP/IP selected, click properties. Under the general tab, verify that use default gateway on remote network is unchecked. Click OK. Click OK again, then click Close. Restart the logger process. Specifying General Listener Configuration General Listener settings apply to all customers across the entire Listener process. Note Keep in mind that any settings labeled static will not take effect until you reboot the system. Changes to all other settings take effect when you click OK. Use the following procedure to access the general Listener configuration settings. How to access the general Listener configuration settings Step 1 Run the listencfg.exe tool in the /icm/bin directory. The Listener Configuration dialog box opens (Figure 2-4). 2-10

43 Chapter 2 Installing and Configuring the RMS Listener Configuring the RMS Listener Server Figure 2-4 Listener Configuration Dialog Box. Step 2 Step 3 Select one of the tabs to edit the settings. The following sections describe the settings available in each tab of the Listener Configuration dialog box. When finished making changes to the settings, click OK. Duplex Configuration Settings You can install the Listener on two Network Application Manager stand-along ICM systems by designating one as side A and the other as side B. In order for Listeners to operate in duplex mode, you must click Duplex and specify login, system, and domain information about the other Listener in the Duplex section of the Listener Configuration dialog box. Table 2-2 describes Listener Duplex settings. Table 2-2 Listener Duplex Settings Duplex Settings Description User Name (see Note following) The user name to use when accessing the Listener on the other machine Password (see Note following) The password to use when accessing the Listener on the other machine Domain (see Note following) The domain to use when accessing the Listener on the other machine System Name The system name of the Listener on the other machine ICM Root The path where the Listener is installed on the other machine, for example, C:\icm\listener 2-11

44 Configuring the RMS Listener Server Chapter 2 Installing and Configuring the RMS Listener Note Set up an account in USRMGR with Administrator privileges, then log in as Administrator. Options Settings In the Options section of the Listener Configuration dialog box, you can specify configuration parameters, such as, timeout and file purging. Table 2-3 describe the Options settings. Table 2-3 General User Interface Listener Settings User Interface Setting Hold Time (minutes) Threshold Limit Threshold Interval (minutes) Customer Log File Max Size (kbytes) Description Interval time in minutes used when periodic check is done to determine if an event can be purged from the Listener and any connected clients. Default number of times an object can change state, within the time specified by ThresholdIntervalMinutes, before a page, Remote Monitoring Suite event, or mail message is sent to designate the event as a toggling event. The time in minutes within which an object can change state. This is based on the number of times specified by the ThresholdLimit before a page, Remote Monitoring Suite event, or mail message is sent to designate the event as a toggling (constantly changing state) event. The maximum disk space size in bytes for each customer s logs. Exceeding this limit results in purging of the oldest files first. A value of 0 means that no disk space limit is in effect. 2-12

45 Chapter 2 Installing and Configuring the RMS Listener Configuring the RMS Listener Server Event Log Entries Use the Event Log Entries tab to define events for the Listener to watch for in the local Windows event log, along with actions to take if these events occur. These events deal primarily with system problems with modems; therefore, this facility is not relevant to standard NAM operation. Consult your ICM/NAM support representative before changing the default log entries. Specifying Listener Customer Configuration When you run the listencfg.exe tool in the /bin/icm directory, the Listener Configuration dialog box opens. By default the AALSTN customer is included. The Listener reports notifications of events for all customers to the AALSTN customer. Use the Listener Configuration dialog box to add a new customer or edit the configuration of an existing customer. Adding a New Listener Customer How to add a new Listener customer Use the following procedure to add a new Listener customer. Step 1 Step 2 Step 3 In the Listener Configuration dialog box, select the Customers tab. Type the name of the new customer as found in the Cisco ICM Setup (the 5 character instance name). Click OK. Editing Customer Configuration Information To display the current configuration information for a Listener customer, select the Customers tab. For information about each field, see Table 2-4. The Listen Active box is checked by default. Table 2-4 Listener Customer Configuration Information Customer Configuration Setting Drive Letter SideA event timeout (minutes) SideB event timeout (minutes) Drive Letter Other Side Listen Active Enable Thresholds Description Drive letter on local listener where the customer s default directory resides Time after which the Listener will report a Side A send home malfunction. (Heartbeat Timeout) Time after which the Listener will report a Side B send home malfunction. The drive letter on the other Listener where the customer s default directory resides. Logically enable/disable monitoring for the customer. This option is usually enabled. If selected, enables configured thresholds. If an object exceeds the configured thresholds, an alarm is generated. Use the following procedure to edit a customer s configuration information. 2-13

46 Serial Alarm Feed Chapter 2 Installing and Configuring the RMS Listener How to edit customer configuration information Step 1 Step 2 Step 3 Step 4 Click the customer s name. Edit the fields that you want to change. Click OK, or if you want to continue making changes to the information of another customer, click APPLY and select another customer to edit. When you have finished making changes, click OK. Deleting a Customer from Listener How to delete a customer from Listener Use the following procedure to delete a customer from Listener. Step 1 Step 2 Step 3 Step 4 Select the customer s name from the list of Customers. Click Delete. Click Yes to confirm that you want to delete the customer. When you have finished making changes, click OK. Note You must manually delete the customer from LGMapper using LGCnfg.exe (see Chapter 7). Serial Alarm Feed The ICM software provides an optional serial alarm feed that lets you establish your own alarm/event links to the DDSN. The Serial Alarm Feed process (SERIALFD) uses the Customer Support Forwarding Service (CSFC) to communicate alarm information to an external system. The Serial Alarm Feed process receives events and sends alarms in ASCII format to a communications port on the Logger. Once the SERIALFD process is started, alarm messages are sent to the communications port as they occur. The Serial Alarm Feed consists of a series of alarm messages that are sent out over a 9600 baud serial connection. Table 2-5 shows the formats for alarm messages. Table 2-5 Alarm Message Format Alarm Message Meaning Example Trap Number 6 System Name GEOXYZRTRB System Type 2 Process Name rtr Trap Severity 6 Date (format: YYYYMMDD) Time (format: hh:mm:ss) 16:08:51 Number of Optional Arguments Following 1 1st Optional Argument pim

47 Chapter 2 Installing and Configuring the RMS Listener Serial Alarm Feed Table 2-5 Alarm Message Meaning Description End of message sequence (0xD, 0xA) Alarm Message Format (continued) Example Restarting process pim1 after having delayed restart for 60 seconds. [CR][LF] 2-15

48 Serial Alarm Feed Chapter 2 Installing and Configuring the RMS Listener 2-16

49 CHAPTER 3 Installing the LGMapper Server This chapter how to install and configure the LGMapper Server. The installation of the LGMapper Server also includes the installation of the LGArchiver Server. Overview The LGMapper and LGArchiver servers are COM servers intended to serve multiple distributed out-of-process clients. The installation consists of four parts: Verifying that the Microsoft SQL Server is installed on the Server (see SQL Server Requirements, page 3-2). Running the installation script (see Installing the LGMapper and LGArchiver Servers, page 3-2). Verifying that the installation succeeded (see Controlling Access to LGMapper - Populating User Groups, page 3-5). Populating User Groups to control access and user rights for the LGMapper and LGArchiver Servers (see Local Account or User Groups Creation Failures, page 3-28). Backwards Compatibility There are significant changes in the overall architecture of the Remote Monitoring Suite as compared to AlarmTracker release 1.0. However, it is possible to install LGMapper release 2.0 on the same computer as LGMapper release 1.0. For additional information on this topic, refer to Chapter 11, Backwards Compatibility Considerations before continuing the installation. LGMapper and LGArchiver Installation Checklist This checklist describes the tasks required to install the LGMapper and the LGArchiver Servers. 1. Log on with administrator rights. 2. Ensure SQL Server is installed on the system (see SQL Server Requirements, page 3-2). 3. Install the LGMapper and LGArchiver Servers (see Installing the LGMapper and LGArchiver Servers, page 3-2). 4. Monitor the installation process (see The Installation Process, page 3-2). 3-1

50 SQL Server Requirements Chapter 3 Installing the LGMapper Server 5. Create or modify the default user groups installed to fit within your administrative environment then populate the user groups with the users you want to have access to the LGMapper Server (see Local Account or User Groups Creation Failures, page 3-28). 6. Tune the LGMapper Server environment by using LGMapperCnfg. A critical part of this configuration is specifying the Listener host for the LGMapper Server to connect to. Refer to Chapter 4, LGMapperCnfg and LGArchiverCnfg Tools for additional information. 7. Tune the LGArchiver Server environment by using LGArchiverCnfg. A critical part of this configuration is specifying the Listener host for the LGArchiver Server to connect to. Refer to Chapter 4, LGMapperCnfg and LGArchiverCnfg Tools for additional information. 8. Test an AlarmTracker Client installation by starting the AlarmTracker Client on one of the Client systems and verifying the connection to the LGMapper (refer to Starting the AlarmTracker Client, page 8-2). 9. Install the AlarmTracker Client on the end user desktops (refer to Installing the AlarmTracker Client, page 8-1. SQL Server Requirements Microsoft SQL Server must be installed on the LGMapper Server computer prior to running the LGMapper installation program. If SQL Server is not installed, the LGMapper installation will not proceed. For information about SQL Server requirements, see the Cisco Intelligent Contact Manager Release 7.0(0) Bill of Materials. Note When installing SQL Server, specify a Custom installation and select a binary search order during the setup. Installing the LGMapper and LGArchiver Servers If you are upgrading the LGMapper and LGArchiver servers to Windows 2003 server, back up the database prior to upgrading the operating system, stop the LGMapper and LGArchiver services, and either set these services to either manual or disabled prior to the 2003 upgrade. The Installation Process During the installation, the following actions occur: Files are copied from the installation source to the destination folders. A local user account LGMapper with Administrator privileges is created. When the LGMapper Server is launched by remote Client users, this is the account that LGMapper runs under. You can change this account to another local account or to a domain account using DCOMCnfg (see Controlling Access to LGMapper - Populating User Groups, page 3-5). Three local user Groups are created (LGM Readers, LGM Users and LGM Administrators). The COM Servers and DLLs are registered. The databases described in the Installation Procedure Step 8 are created. 3-2

51 Chapter 3 Installing the LGMapper Server Installing the LGMapper and LGArchiver Servers Note Due to the installation of shared files, a system reboot may be necessary. Installation Procedure Note The RMS installation upgrades RMS software from 2.0 or 2.0 SR1 to 2.1. Note If the installation detects the Cisco Security Agent (CSA) running on the system, it prompts you to stop stop the CSA service first, then restart this installation. Note The LGMapper server installation also includes installation of the LGArchiver server. Step 1 Step 2 Step 3 Log on with administrator rights. Insert the Operations Support CD-ROM into the CD_ROM drive (i.e., drive D). In the Start menu Run command dialog box enter: D:\Server\Setup.exe, then click OK (Figure 3-1). Figure 3-1 Starting the LGMapper Server Installation Step 4 Step 5 Step 6 Step 7 The InstallShield Wizard starts and the InstallShield Wizard Welcome screen opens. Click Next to start the installation. Select a destination for the files You can accept the default location or, by selecting Browse, you can either choose a different existing folder or create and choose a new folder. Then click Next to continue. In the remainder of this guide, the destination folder you select for these files is referred to as the installation folder Select the default program folder LGMapper2 then click Next to continue. When the files are copied successfully, the Setup Complete dialog box opens. 3-3

52 Installing the LGMapper and LGArchiver Servers Chapter 3 Installing the LGMapper Server Step 8 Specify the names of the SQL Server databases created during the installation process. Use the following default database names (see Figure 3-2): a. LGAlarms_Template - the default name of a template database used by the LGCnfg tool to create a new Alarms Database. Note You must create this database so do not leave this field blank. b. LGMapper_Alarms - the default name of the LGMapper Alarms database. Note If you are not using the target computer as a LGMapper Server (i.e., it is an LGArchiver Server only), leave this field blank. c. LGArchiver_Alarms - the default name of the LGArchiver Alarms database. Note If you are not using the target computer as a LGArchiver Server (i.e., it is an LGMapper Server only), leave this field blank. Figure 3-2 Specify AlarmTracker Databases Step 9 Step 10 Click Next to install the databases. Messages indicate that each database is being installed. When the Installshield Wizard Complete screen opens, click Finish. The installation is complete. 3-4

53 Chapter 3 Installing the LGMapper Server Controlling Access to LGMapper - Populating User Groups Note If you are directed to reboot your computer, do so. Do not continue the installation process without rebooting if directed. Controlling Access to LGMapper - Populating User Groups Remote AlarmTracker clients are not authorized to use the LGMapper Server after a default (initial) installation. Security is usually the largest issue to resolve in order for users to have access to the LGMapper Server. Even if you have open security, AlarmTracker clients will not have read/write access to LGMapper unless special Windows user groups exist for the LGMapper to use. These user groups control the privileges that an AlarmTracker client user has. Three types of access to the LGMapper Server are possible: Read-only access. Users can see the object hierarchy and all messages, but they cannot clear, assign, exclude, or delete alarm objects. Users in this group have db_datareader access to the AlarmTracker SQL Server Alarms databases. User access. Users can see the object hierarchy and all messages. They can clear, assign and exclude alarm objects. They can only delete single-state alarm objects. In addition, users in this group have db_datareader access to the AlarmTracker SQL Server Alarms databases. Administrator access. Users have full control. They can see the object hierarchy and all messages. They can Clear, Assign and Exclude Alarm objects, and they can delete Listener Base Records. In addition, users in this group are given db_owner access to the SQL Server Alarms databases. The LGMapper installation creates the following three local Windows user groups. Assigning AlarmTracker client users to these groups grants the user access to the LGMapper server: LGM Readers - Users in this group have read-only access to alarm objects LGM Users - Users in this group can perform all operations on alarm objects, except for deleting Listener Base Records LGM Administrators - Users in group can perform all operations on alarm objects, including deleting Listener Base Records It is important to exactly follow this naming convention because these are the group names the LGMapper Server tries to find when a client connects. If these groups do not exist when you perform the post-installation checklist, use the Windows 2003 or Windows 2000 Computer Management MMC snap in to create them. Whether the groups are local to the machine that the LGMapper is installed on, or a local or global domain group is up to you and your environment. If all your users and machines are part of a single domain, you can create these groups as global domain groups. This means you only have to populate the groups once. If you choose to keep the groups local (maximizing connection performance), you have to populate these groups for each machine you install the LGMapper on. Remember, while the choice of global or local groups is yours, the group names are not. The groups must be named as indicated. If you do not populate these user groups, users will have read-only access (if they can access the LGMapper Server at all, based on the DCOMCnfg Security settings). The following section discusses how to accomplish this. 3-5

54 Controlling Access to LGMapper - Populating User Groups Chapter 3 Installing the LGMapper Server DCOMCnfg Tool DCOMCnfg is a Windows utility used to configure general settings for DCOM and specific settings for individual DCOM servers. Settings for specific DCOM servers include setting the authentication level, the location of where the server will run, security settings (such as access and launch permissions), identity of the account under which the server will run, and the preferred protocols and endpoints for communication with remote clients. DCOMCnfg.exe resides in the System32 directory and is a property-page-based GUI application. Since LGMapper and LGArchiver are DCOM servers, use DCOMCnfg to administer DCOM properties. This is necessary in order to ensure proper server operation. The following sections detail the steps necessary to configure the LGMapper and LGArchiver Servers for distributed access to after a successful installation. Windows 2003 This section applies to customers running the LGMapper server on Windows 2003 systems. Modifying Launch and Activate Permissions Step 1 Step 2 From the Start menu, select Start > Run. In the Run command dialog box, type dcomcnfg and click OK to open the Component Services window. Step 3 Step 4 Step 5 DCOMCnfg is a Windows utility used to configure general settings for DCOM and specific settings for individual DCOM servers. Select Computers > My Computer > DCOMConfig to list DCOM services. Right click on LGMapper2 and select Properties. The LGMapper2 Properties dialog box opens. Under Launch and Activate Permissions, select Customize and then click Edit. The Launch Permission dialog box opens. Step 6 Click Add to display Select Users or Groups dialog box (Figure 3-3). 3-6

55 Chapter 3 Installing the LGMapper Server Controlling Access to LGMapper - Populating User Groups Figure 3-3 Select Users or Groups Window. Step 7 Step 8 Step 9 Step 10 Click Advanced and then Find Now to display users and group. You can type the first letter of the user or group to narrow the search, for example, L lists the LGMapper users and groups. Select the LGM Administrators, the LGM Readers, and the LGM Users groups, then click OK. Click OK to close the Select Users or Groups dialog box. Select the Allow check box for Local Launch, Remote Launch, Local Activation, and Remote Activation, then click OK. Modifying Access Permissions Step 1 Step 2 From the Start menu, select Start > Run. In the Run command dialog box, type dcomcnfg and click OK to open the Component Services window. 3-7

56 Controlling Access to LGMapper - Populating User Groups Chapter 3 Installing the LGMapper Server Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Select Computers > My Computer > DCOMConfig to list DCOM services. Right click on LGMapper2 and select Properties. The LGMapper2 Properties dialog box opens. Under Access Permissions, select Customize and then click Edit. The Access Permission dialog box opens. Click Add to display Select Users or Groups dialog box. Click Advanced and then Find Now to display users and group. You can type the first letter of the user or group to narrow the search, for example, L lists the LGMapper users and groups. Select the LGM Administrators, the LGM Readers, and the LGM Users groups, then click OK. Click OK to close the Select Users or Groups dialog box. Select the Allow check box for Local Access and Remote Access, then click OK. Windows 2000 This section applies to customers running the LGMapper server on Windows 2000 systems. Step 1 In the Start menu Run command dialog, type dcomcnfg and click OK. DCOMCnfg is a Windows utility used to configure general settings for DCOM and specific settings for individual DCOM servers. The Distributed COM Configuration Properties window appears (Figure 3-4). The Applications tab displays a list of the registered DCOM servers. 3-8

57 Chapter 3 Installing the LGMapper Server Controlling Access to LGMapper - Populating User Groups Figure 3-4 Distributed COM Configuration Properties Window Step 2 Scroll down to and select LGMapper2 (Figure 3-4). Click Properties. Note If you do not see LGMapper2 listed, a serious installation problem occurred and the LGMapper Server was not properly registered. Manually register the LGMapper Server by opening a DOS command window, navigating to the Programs > Cisco Systems > LGMapper2 > bin directory, and running the LGMapper2 /RegServer command. Examining the General Tab Step 1 Step 2 Select the General tab. Make sure the value of Authentication Level is Default. 3-9

58 Controlling Access to LGMapper - Populating User Groups Chapter 3 Installing the LGMapper Server Figure 3-5 LGMapper2 Properties Window - General Tab Examining the Location Tab Step 1 Select the Location tab (Figure 3-6). Step 2 Make sure that only Run application on this computer is checked and all others are unchecked. 3-10

59 Chapter 3 Installing the LGMapper Server Controlling Access to LGMapper - Populating User Groups Figure 3-6 LGMapper2 Properties Window - Location Tab Examining the Security Tab Step 1 Select the Security tab. The LGMapper2 Properties window Security tab displays client access permissions. After installation, the default settings are Use default access permissions, Use default launch permissions, and Use custom configuration permissions (Figure 3-7). You must customize the access and/or launch permissions so that your AlarmTracker users are able to access the LGMapper Server. 3-11

60 Controlling Access to LGMapper - Populating User Groups Chapter 3 Installing the LGMapper Server Figure 3-7 LGMapper2 Properties Window - Security Tab Default Settings The Security tab default settings are used when you first started DCOMCnfg. For your environment, the system default settings are not likely to be sufficient to connect a general set of users to LGMapper Server. However, even if they are sufficient, you must create and use the three (3) user groups (LGM Administrators, LGM Readers, and LGM Users) as discussed in the Post-Installation Inspection Checklist, page 3-27 in order for the users to have proper read/write access to the LGMapper Server. Since these user groups are already built and populated, use them to specify the access and launch permissions. Note Step 2 Make sure that the LGMapper User is part of the LGMapper Administrators Group. Modify the access permissions and/or launch permissions as shown in Modifying Access Permissions, page 3-13 and/or Modifying Launch Permissions, page

61 Chapter 3 Installing the LGMapper Server Controlling Access to LGMapper - Populating User Groups Modifying Access Permissions a. Check Use custom access permissions to enable the Edit button (Figure 3-8). Figure 3-8 LGMapper2 Properties - Editing Access Permissions b. Click Edit (Figure 3-8). 3-13

62 Controlling Access to LGMapper - Populating User Groups Chapter 3 Installing the LGMapper Server The Registry Value Permissions dialog appears (Figure 3-9). c. Click Add to add users and/or groups. Figure 3-9 Registry Value Permissions Dialog Box - Blank 3-14

63 Chapter 3 Installing the LGMapper Server Controlling Access to LGMapper - Populating User Groups The Add Users and Groups dialog appears (Figure 3-10). Figure 3-10 Add Users and Groups - Selecting the Local Machine Domain d. Set the List Names From field to the local machine domain (i.e. Figure 3-10), the same name as the machine name). 3-15

64 Controlling Access to LGMapper - Populating User Groups Chapter 3 Installing the LGMapper Server e. Select the LGM Administrators, the LGM Readers, and the LGM Users user groups (Figure 3-11). Figure 3-11 Add Users and Groups - Adding User Groups f. Click Add (Figure 3-11). Adding all three groups allow all users in these groups access permission to the LGMapper Server. 3-16

65 Chapter 3 Installing the LGMapper Server Controlling Access to LGMapper - Populating User Groups Figure 3-12 Add Users and Groups - User Groups Added g. When the three (3) user groups appear in the Add Names field, click OK (Figure 3-12). 3-17

66 Controlling Access to LGMapper - Populating User Groups Chapter 3 Installing the LGMapper Server The Registry Value Permissions dialog box appears displaying the user groups and their access permissions (Figure 3-13). Figure 3-13 Registry Value Permissions Dialog Box- Completed h. Click OK to return to the LGMapper2 Properties window. 3-18

67 Chapter 3 Installing the LGMapper Server Controlling Access to LGMapper - Populating User Groups Modifying Launch Permissions a. Check Use custom launch permissions to enable the Edit button (Figure 3-14). Figure 3-14 LGMapper2 Properties - Editing Launch Permissions b. Click Edit (Figure 3-14). 3-19

68 Controlling Access to LGMapper - Populating User Groups Chapter 3 Installing the LGMapper Server The Registry Value Permissions dialog appears (Figure 3-15). Figure 3-15 Registry Value Permissions Dialog Box c. Click Add to add users and/or groups. 3-20

69 Chapter 3 Installing the LGMapper Server Controlling Access to LGMapper - Populating User Groups The Add Users and Groups dialog appears (Figure 3-16). Figure 3-16 Add Users and Groups - Selecting the Local Machine Domain d. Set the List Names From field to the local machine domain (i.e. Figure 3-16 DOCLAB-NT, the same name as the machine name). 3-21

70 Controlling Access to LGMapper - Populating User Groups Chapter 3 Installing the LGMapper Server e. Select the LGM Administrators, the LGM Readers, and the LGM Users user groups (Figure 3-17). Figure 3-17 Add Users and Groups - Adding User Groups f. Click Add (Figure 3-17). Adding all three groups allow all users in these groups launch permission. 3-22

71 Chapter 3 Installing the LGMapper Server Controlling Access to LGMapper - Populating User Groups Figure 3-18 Add Users and Groups - User Groups Added g. When the three (3) user groups appear in the Add Names field, click OK (Figure 3-18). 3-23

72 Controlling Access to LGMapper - Populating User Groups Chapter 3 Installing the LGMapper Server The Registry Value Permissions dialog appears displaying the user groups and their launch permissions (Figure 3-19). Figure 3-19 Registry Value Permissions Dialog Box- Completed h. Click OK to return to the LGMapper2 Properties window. All users in these groups can now launch the LGMapper Server. 3-24

73 Chapter 3 Installing the LGMapper Server Controlling Access to LGMapper - Populating User Groups Examining the Identity Tab Step 1 Select the Identity tab. If the LGMapper installation was successful, the Identity page appears as shown in Figure During installation a local user account called LGMapper was created and set as the launching user for LGMapper. Setting the account as This user is important since you want to assure that only one instance of the LGMapper is launched for multiple Client invocations. Figure 3-20 LGMapper2 Properties - Identity Tab Note You may change the user account the LGMapper Server is launched from. However, it is critical that the selected user account can Log on and has batch job rights. The user account must be a member of the LGM Administrators user group. Step 2 Click OK to return to the Distributed COM Configuration Properties window. 3-25

74 Controlling Access to LGMapper - Populating User Groups Chapter 3 Installing the LGMapper Server Examining LGArchiver Properties You can also use DCOMCnfg to examine the DCOM settings for the LGArchiver Server. Because the LGArchiver does not have any clients, you do not have to edit the Access and Launch Permissions as you did for LGMapper. In fact, the only client LGArchiver has is the LGArchiverNM service which runs under the SYSTEM account. By default, the SYSTEM account has Launch Permission for all DCOM servers. However, if you want to examine the DCOM settings for LGArvhiver, you can follow the same steps as for the LGMapper (see Controlling Access to LGMapper - Populating User Groups, page 3-5). To do this, select the LGArchiver Server from the list of applications show in Figure Figure 3-21 Distributed COM Configuration Properties Window 3-26

75 Chapter 3 Installing the LGMapper Server Troubleshooting the LGMapper Installation Troubleshooting the LGMapper Installation If problems occur during the LGMapper and/or LGArchiver Server installations, an error dialog appears informing you of what actions to take to manually resolve the issue. The Post-Installation Inspection Checklist, page 3-27 can also be used to help resolve any problems. Post-Installation Inspection Checklist Perform the following to ensure a successful installation of the LGMapper Server and the LGArchiver Server: Ensure the databases have been created by running the SQL Server Enterprise manager (Start>Programs>Microsoft SQL Server 7.0>Enterprise Manager). Expand the SQL Server Group, the Machine Name (i.e. DOCLAB-NT), and the Databases nodes as in as in Figure Figure 3-22 Remote Monitoring Suite SQL Server Databases Ensure the following four (4) new folders exist under the installation folder (Figure 3-23): bin - contains most of the files from the installation are in the bin folder log - stores ASCII log files written when the LGMapper and LGArchiver run scripts - contains SQL Server script files to create the LGAlarms_Template database helpsample - contains an example of how to implement the IWantHelp interface (see Chapter 12, Implementing the IWantHelp Interface ). Figure 3-23 Installation Folder Sub-directories 3-27

76 Troubleshooting the LGMapper Installation Chapter 3 Installing the LGMapper Server Ensure the log folder (Figure 3-24) includes a log file for each SQL Server database (the LGAlarms_Template database, the LGMapper_Alarms database, and the LGArchiver_Alarms database) discussed in the installation procedure. The log files are named utilizing the following syntax: InitDatabase_<DatabaseName>.log where <DatabaseName> is the name specified in the prompting dialog. Examine the contents of these files to check for any errors. Figure 3-24 Log Files Select Start>Programs>LGMapper2. Ensure the LGMapper2 menu option (Figure 3-25) contains the following applications: LGArchiverCnfg LGCnfg LGMapperCnfg Listener Base Records Pruner Figure 3-25 LGMapper2 Applications Local Account or User Groups Creation Failures If the installation process fails to create a local account, or if you decide you want a different account to run the LGMapper Server, you need to create the account using the User Manager or Domain User Manager tool. It is critical that the account created must have the user rights set to Log on as batch job. If the account running the LGMapper does not have these rights, LGMapper Server execution fails because of the way DCOM Servers are started by the Service Control Manager (SCM) as requested by Remote Procedure Calls (RPC). 3-28

77 Chapter 3 Installing the LGMapper Server Troubleshooting the LGMapper Installation Once you have created or identified the user account that you wish to run the LGMapper Server, run DCOMCnfg (see DCOMCnfg Tool, page 3-6) to set the properties for the LGMapper Server. Note If you install the LGMapper Server or the LGArchiver Server on a Primary Domain Controller (PDC) or Backup Domain Controller (BDC), they are domain accounts and groups. Windows 2000 and Windows 2003 Step 1 Run Start>Programs>Administrative Tools>Computer Management. Step 2 Expand the Local Users and Groups node. Step 3 Select the Users folder. The LGMapper user account is displayed in the right column (Figure 3-26). Figure 3-26 Displaying the LGMapper User Account in Windows 2000 Step 4 Step 5 Step 6 Double-click LGMapper (Figure 3-26). The LGMapper Properties dialog box opens. Select the Members Of tab and double-click on Administrators. Continue at Step 1 of Ensuring LGM Administrators, LGM Readers, and LGM Users Were Created, page or- Step 1 Under Local Users and Groups, select the Groups folder (Figure 3-27). 3-29

78 Troubleshooting the LGMapper Installation Chapter 3 Installing the LGMapper Server Step 2 In the right column, select the Administrators group (Figure 3-27). Figure 3-27 Displaying the Administrators Group in Windows 2000 and Windows 2003 Step 3 Step 4 Double-click the Administrators group (or right-click and select Properties). Continue at Step 1 of Ensuring LGM Administrators, LGM Readers, and LGM Users Were Created, page

79 Chapter 3 Installing the LGMapper Server Troubleshooting the LGMapper Installation Ensuring LGM Administrators, LGM Readers, and LGM Users Were Created Step 1 Ensure LGMapper is a member of the Administrators group (Figure 3-28). Figure 3-28 Windows 2000 Administrators Properties Window Step 2 Step 3 Select OK to return to the Computer Management window. Ensure Groups is selected. If the installation process fails to create the three User Groups, or if you decide to use a different model for creating the User Groups, then you have to use the Windows User Manager or Domain User Manager to create and populate these groups. 3-31

80 Troubleshooting the LGMapper Installation Chapter 3 Installing the LGMapper Server Step 4 Ensure three (3) local User Groups (LGM Administrators, LGM Readers and LGM Users) were created (Figure 3-29). Refer to Local Account or User Groups Creation Failures, page Figure 3-29 Displaying LGM Administrators, LGM Readers, and LGM Users in Windows 2000 and 2003 DCOMCnfg Registry Settings Failure If the installation process fails to create a local account, or if it fails to create Registry setting for DCOMCnfg, use DCOMCnfg to complete the LGMapper Server setup. If you do not see LGMapper2 listed, a serious installation problem occurred and the LGMapper Server was not properly registered. Manually register the LGMapper Server by opening a DOS command window, navigating to the Programs > Cisco Systems > LGMapper2 > bin directory, and running the LGMapper2 /RegServer command. If you do not see LGArchiver listed, a serious installation problem occurred and the LGArchiver Server was not properly registered. Manually register the LGArchiver Server by opening a DOS command window, navigating to the Programs > Cisco Systems > LGMapper2 > bin directory, and running the LGArchiver /RegServer command. Database Creation Failure If the installation process fails to create the LGAlarms_Template database, you can create these manually. How this is accomplished is found in Chapter 6, Alarms Database Maintenance. 3-32

81 CHAPTER 4 LGMapperCnfg and LGArchiverCnfg Tools LGMapperCnfg Tool Overview The LGMapperCnfg tool provides the capability for you to: Enable/disable the LGMapper Server Display the names of the currently connected client(s) Display and edit the configuration options related to the Alarms database Specify the location of the Listener to connect to Select log file options Start the LGMapperCnfg tool using: Start>Programs>LGMapper2>LGMapperCnfg the LGMapperCnfg.exe executable found in the bin folder under the installation folder. Since the application is a property-page based GUI application, you can navigate through the tabs to both view the options and change them. Clients Tab The Clients tab (Figure 4-1) shows the current list of connected users and those with active connections to the LGMapper. It also provides a mechanism to enable/disable the LGMapper Server for maintenance. Displaying Current Users The Clients tab (Figure 4-1) contains two list boxes. The Connected list box indicates the user names of the connected users. The Active Connections list box contains the user names of the active users. Be aware that not every connection is an active connection. This is because the LGMapper is duplexed and users may connect to both LGMapper Servers. One of the connections is active (the LGMapper sends Listener messages to the client), while the other connection is a standby (or backup) connection used in the event the active connection is lost. Thus, the number of connections is always greater than or equal to the number of active connections. This display is not dynamic, so to refresh this list, click Refresh. 4-1

82 LGMapperCnfg Tool Chapter 4 LGMapperCnfg and LGArchiverCnfg Tools Figure 4-1 LGMapper Configuration - Clients Tab Disabling/Enabling the LGMapper Server Disable the LGMapper Server if: the machine itself is going down for maintenance the Listener is going down for maintenance to perform maintenance on the Alarms database Use the Disable Server/Enable Server button (Figure 4-2) to disable the LGMapper Server. The button label changes based upon the current state of the LGMapper. If the LGMapper Server is enabled, the text reads Disable Server. If the LGMapper Server is disabled, the text reads Enable Server. 4-2

83 Chapter 4 LGMapperCnfg and LGArchiverCnfg Tools LGMapperCnfg Tool Figure 4-2 Clients Tab - Disable Server Clicking Disable Server pops up the confirmation dialog box as seen in Figure 4-3. Figure 4-3 Disable Server Confirmation Dialog Box Enter a reason for disabling the LGMapper Server (if desired) and click OK. The Server attempts a graceful shutdown and notifies all connected clients that it is disabled and will no longer accept new connections from Clients. The Clients see a message box telling them the LGMapper is disabled and the Reason text. Since the Reason information is stored in the Registry, Clients only see this text if the LGMapper Server machine is actually up and reachable. If it is not, the Client sees a network or RPC related error message. When the LGMapper Server is disabled, you see the text you entered in the Reason edit box (Figure 4-4). 4-3

84 LGMapperCnfg Tool Chapter 4 LGMapperCnfg and LGArchiverCnfg Tools Figure 4-4 Clients Tab - Reason 4-4

85 Chapter 4 LGMapperCnfg and LGArchiverCnfg Tools LGMapperCnfg Tool To re-enable the LGMapper Server, click Enable Server (Figure 4-5). This provides connecting Clients immediate access to the LGMapper Server. Figure 4-5 Clients Tab - Enable Server 4-5

86 LGMapperCnfg Tool Chapter 4 LGMapperCnfg and LGArchiverCnfg Tools Alarms Database Tab The Alarms Database tab (Figure 4-6) provides information about the Alarms database maintained by the LGMapper. This database maintains configuration and Alarm object information while the LGMapper Server is running. Figure 4-6 LGMapper Configuration - Alarms Database Tab On this tab you can observe/modify the: Database Catalog Name the name of the SQL Server database used Alarms Objects History the number of hours of cached Alarm object history you want the LGMapper to maintain this value controls how long closed Alarm objects (records in the database) are retained in the Alarms Database before being purged. Note A higher number means more history is maintained, but it also means that more disk space is required to store the information. The LGMapper Server occasionally purges the Alarms database of any closed Alarm object whose closed time falls outside the time history window. Open Alarm objects are never purged. Maximum Event Count per Alarm limits the total number of events associated with an Alarm by implementing a form of event suppression, or filtering, to prevent the Alarms database from growing unbounded This type of suppression is useful for an Alarm that has been excluded for a long time. Such an Alarm could see the object going up and down a large number of times, especially for an object that has been excluded for months. This suppression is accomplished by deleting the oldest events first. 4-6

87 Chapter 4 LGMapperCnfg and LGArchiverCnfg Tools LGMapperCnfg Tool Note The first event (the event resulting in the creation of the Alarm object) is never deleted until after the alarm is closed. Maximum Event Repeat Count use to implement a form of event suppression, or filtering, to prevent the Alarms database from growing unbounded by limiting the number of repeat events for an Alarm Some Alarms result in an event being phoned home every 5 minutes or so (up to a maximum of 5 phone homes per hour), indicating the Alarm is still down, and results in a large number of events being associated with the Alarm. There is little additional information contained in these repeat events. 4-7

88 LGMapperCnfg Tool Chapter 4 LGMapperCnfg and LGArchiverCnfg Tools Listener Tab The Listener tab allows you to specify the location of the Listener machine the LGMapper is connected to. Note The installation procedure does not fill in any values on this tab. You must enter the correct information shown on this page in order for the LGMapper to properly connect to a Listener. On this tab you can observe/modify the following five (5) fields: Listener Host the Listener machine name User Name a valid user name on that machine Domain_Name/User_Name required if the LGMapper Server and Listener machines are in different domains Password the password for user specified by the User Name Time Zone Offset the time zone difference between the location of the Listener machine and the LGMapper machine (in hours) i.e., The Listener machine is in San Jose, CA and the LGMapper Server machine is in Lowell, MA, Since Lowell is three (3) hours ahead of San Jose, you would enter a 3 in this field. This is because both Listener and LGMapper store times in their local time zone. Use Compression If this option is checked, the Listener sends data to the LGMapper in compressed form. Use this option only when the network connection between the Listener and LGMapper is very slow or congested (there are a large number of customers monitored - over 75), or where network service interruption may be frequent. Leave this option unchecked because compressing and decompressing data is a CPU-intensive process. 4-8

89 Chapter 4 LGMapperCnfg and LGArchiverCnfg Tools LGMapperCnfg Tool Log Files Tab The Log Files tab (Figure 4-7) allows you to select the log files to be generated by the LGMapper Server. Figure 4-7 LGMapper Configuration - Log Files Tab This tab includes the following fields: Location the path to the folder containing the log files (the log folder under the installation folder for the LGMapper). LGMapper Log File select to create a log file containing LGMapper information named LGMapperddmmyy_nn.log, where ddmmyy is the current date, and nn is a unique number for the file Note These log files are simple ASCII files and contain information about initialization, connecting Clients, and any errors that occur. Cisco strongly suggests you use this log file since this is the only way you can report problems about the LGMapper to Cisco customer support. These LGMapper Log files are not purged, so periodically delete them. Configuration Database Transactions Log File select to create a log file named LGMDBTrans.log containing information about additions made to the Configuration database InstanceNodes table when LGMapper is running Note This log file is less important than the LGMapper Log and the Listener Messages Log files. However, when in a steady state situation, turn this file on to see if any new Instance nodes are being added to the database. When selected, data is appended to this log file each time the LGMapper Server starts up. 4-9

90 LGArchiverCnfg Tool Chapter 4 LGMapperCnfg and LGArchiverCnfg Tools Listener Messages Log File select to create an ASCII log of all Listener messages received named LGMapperV5.log (or LGMapperV4.log if you are connecting with a Release 4 feed from Listener) Note See Chapter 11, Backwards Compatibility Considerations for information about the differences between a Release 4 and Release 5 Listener feed. overwritten each time you start the LGMapper useful if you find a logic error in the Client displays and want Cisco customer support to investigate Note This file can be used to play back the full set of events to the Client displays in order to recreate the sequence of events seen in real time. If you see a problem, copy this file to another file, save it (remember, the next time LGMapper is restarted, the log file will be overwritten), and notify Cisco customer support. LGArchiverCnfg Tool Overview The LGArchiverCnfg tool provides the capability for you to: Display and edit the configuration options related to the Archiver database Specify the location of the Listener to connect to Select log file options Start the LGArchiverCnfg tool using: Start>Programs>LGMapper2>LGArchiverCnfg the LGArchiverCnfg.exe executable found in the bin folder under the installation folder. Since the application is a property-page based GUI application, you can navigate through the tabs to both view the options and change them. Note To start and stop archiving, use the LGArchiverNM Windows Service (refer to Chapter 5, LGMapperNM and LGArchiverNM ). Archiver Database Tab The Archiver Database property tab (Figure 4-8) provides information about the Alarms database maintained by LGArchiver. This database maintains configuration and Alarm object information while LGArchiver is running. 4-10

91 Chapter 4 LGMapperCnfg and LGArchiverCnfg Tools LGArchiverCnfg Tool Figure 4-8 LGArchiver Configuration - Archiver Database Tab You can observe and/or modify four (4) fields on this tab: Database Catalog Name the name of the SQL Server database 4-11

92 LGArchiverCnfg Tool Chapter 4 LGMapperCnfg and LGArchiverCnfg Tools Alarms Objects History the number of days of cached Alarm object history you want the LGArchiver to maintain controls how long closed Alarm objects (records in the database) are retained in the database before being purged Note A higher number means more history is maintained, however, more disk space is required to store the information. During LGArchiver operation, occasionally purges the Alarms database of any closed Alarm objects whose closed time fall outside the time history window. Alarm objects still open are never purged. Maximum Event Count per Alarm used to implement a form of event suppression or filtering to prevent the Alarms database from growing unbounded this value limits the total number of events associated with an Alarm This type of suppression is useful for an Alarm that has been excluded for a long time. Such an Alarm could see the object going up and down a large number of times, especially for an object that has been excluded for months. The suppression is accomplished by deleting the oldest events first. Note The first event (the event resulting in the creation of the Alarm object) is never deleted. Maximum Event Repeat Count used to implement a form of event suppression, or filtering, limiting the number of repeat events for an Alarm and preventing the Alarms database from growing unbounded. Some Alarms result in an event being phoned home every 5 minutes or so (up to a maximum of 5 phone homes per hour), indicating the Alarm is still down. This could result in a large number of events associated with the Alarm. There is little additional information contained in these repeat Events. Listener Tab The Listener tab (Figure 4-9) allows you to specify the location of the Listener machine the LGMapper connects to. 4-12

93 Chapter 4 LGMapperCnfg and LGArchiverCnfg Tools LGArchiverCnfg Tool Figure 4-9 LGArchiver Configuration - Listener Tab This tab allows you to observe/modify the following fields: Listener Host the Listener machine name User Name a valid user name on that machine Domain_Name/User_Name required if the LGArchiver Server and Listener machines are in different domains Password the password for user specified by the User Name Time Zone Offset the time zone difference between the location of the Listener machine and the LGMapper machine (in hours) i.e., The Listener machine is in San Jose, CA and the LGMapper Server machine is in Lowell, MA, Since Lowell is three (3) hours ahead of San Jose, you would enter a 3 in this field. This is because both Listener and LGMapper store times in their local time zone. Log Files Tab The Log Files tab (Figure 4-10) allows you to select the log files to be generated by the LGArchiver Server. 4-13

94 LGArchiverCnfg Tool Chapter 4 LGMapperCnfg and LGArchiverCnfg Tools Figure 4-10 LGArchiver Configuration - Log Files Tab This tab includes the following fields: Location the path to the folder containing the log files (he log folder under the installation folder for the LGArchiver). LGArchiver Log File select to create a log file containing LGMapper information named LGArchiverddmmmyy_nn.log, where ddmmyy is the current date, and nn is a unique number for the file Note These log files are simple ASCII files and contain information about initialization, connecting Clients, and any errors that occur. Cisco strongly suggests you use this log file since this is the only way you can report problems about the LGMapper to Cisco customer support. These LGArchiver Log files are not purged, so periodically delete them. Configuration Database Transactions Log File select to create a log file named LGADBTrans.log containing information about additions made to the Configuration database InstanceNodes table when LGArchiver is running Note This log file is less important than the LGArchiver Log and the Listener Messages Log files. However, when in a steady state situation, turn this file on to see if any new Instance nodes are being added to the database. When selected, data is appended to this log file each time the LGArchiver Server starts up. Listener Messages Log File select to create a log of all Listener messages received named LGArchiverV5.log (or LGArchiverV4.log if you are connecting with a Release 4 feed from Listener) 4-14

95 Chapter 4 LGMapperCnfg and LGArchiverCnfg Tools LGArchiverCnfg Tool Note See Chapter 11, Backwards Compatibility Considerations for information about the differences between a Release 4 and Release 5 Listener feed. overwritten each time you start the LGArchiver useful if you find a logic error in the Client displays and want Cisco customer support to investigate This file is used to play back the full set of events to the Client displays in order to recreate the sequence of events seen in real time. If you see a problem, copy this file to another file, save it (remember, the next time LGArchiver is restarted, the log file will be overwritten), and notify Cisco customer support. 4-15

96 LGArchiverCnfg Tool Chapter 4 LGMapperCnfg and LGArchiverCnfg Tools 4-16

97 CHAPTER 5 LGMapperNM and LGArchiverNM LGMapper Node Manager (LGMapperNM) Overview The LGMapper Node Manager (LGMapperNM) is a Windows Service used to control the lifetime of an LGMapper Server. The LGMapper Server is a DCOM server which continues running as long as there is at least one connected client. If all AlarmTracker clients disconnect, the LGMapper Server exits. If you want the LGMapper Server to run continuously, use the LGMapper Node Manager service to keep it running. The LGMapperNM also tries to check for proper operation of the LGMapper Server. If LGMapperNM detects that the server is hung or not operating properly, it attempts to stop the server and restart it. Starting the LGMapper Node Manager Windows 2000 and Windows 2003 Use the Computer Management application to display Windows services. or Select Start>Programs>Administrative Tools>Services Right-click My Computer and select Manage. Expand Services and Applications and select Services. The Services are displayed in the right column of both the Services (Figure 5-1) and Computer Management (Figure 5-2) windows, respectively. 5-1

98 LGMapper Node Manager (LGMapperNM) Chapter 5 LGMapperNM and LGArchiverNM To start the LGMapperNM service: Figure 5-1 Windows Services Window - Starting LGMapperNM Step 1 Select the LGMapper service in the right side of the Services window (Figure 5-1). Step 2 Select the Action menu. Step 3 Select the Start menu option. or Figure 5-2 Windows Computer Management - Starting LGMapperNM Step 1 Select the LGMapper service in the right side of the Computer Management window(figure 5-2). Step 2 Right-click the selected service. Step 3 Select Start from the pop-up menu. Close the respective window. A new LGMapper tray icon () appears in the task bar. You can also configure the LGMapperNM service so that it starts up automatically when the machine boots. To do this, select the LGMapperNM service, click Properties on the Toolbar, and select Automatic for the Startup Type. 5-2

99 Chapter 5 LGMapperNM and LGArchiverNM LGMapper Node Manager (LGMapperNM) Task Bar Icon The task bar icon indicates the current status of the LGMapperNM Service. The icons that may be seen in the task bar are shown in. Table 5-1 Icon LGMapperNM Service Task Bar Icons Definition The LGMapper is in an unknown state. The LGMapper is disabled. The LGMapper is initializing. The LGMapper is running and processing Listener messages The LGMapper has been stopped. An error has occurred causing the LGMapper to exit. Check the Application Event Log and examine the log files in the LGMapper log folder to determine why the LGMapper server failed. Menu Options Right-clicking on the icon in the task bar brings up a list of menu options to control the operation of the LGMapper Server. The following menu options are available: Open LGMapperCnfg launches the LGMapperCnfg tool to set properties for the LGMapper Server the default menu option, also launches LGMapperCnfg if you double-click on the tray icon Show Statistics presents a dialog showing statistics for a running LGMapper Server 5-3

100 LGMapper Node Manager (LGMapperNM) Chapter 5 LGMapperNM and LGArchiverNM The following information is displayed when this menu option is selected: Listener Messages Processed - the number of Listener messages processed since the Server started Connected Clients - the number of clients connected to the LGMapper Server Active Connections - the number of active connections to the LGMapper Server LGMapper Up Since - the time the LGMapper Server started LGMapper - Start starts Listener message processing on the LGMapper Server LGMapper - Stop stops Listener message processing on the LGMapper Server Warning Use caution when using this option. Selecting this option forcibly terminates a running LGMapper Server and disconnects all clients. LGMapper - Disable disables the LGMapper Server, enter a reason for disabling the Server LGMapper - Enable enables the LGMapper Server when it is disabled. Note This option does not start the LGMapper Server, it merely allows clients connect again Hide Tray Icon hides the tray icon Note The tray icon re-appears each time you restart the LGMapperNM Service. Exit Service exits the LGMapperNM Service Note If no other clients are connected, the LGMapper Server exits. If other clients are connected, the LGMapper Server continues to run until there are no more clients connected. 5-4

101 Chapter 5 LGMapperNM and LGArchiverNM LGArchiver Node Manager (LGArchiverNM) Event Log Messages The LGMapperNM logs messages to the system Application log. This log is viewed in the Windows Event Viewer. Informational messages (such as the time started and stopped) appear, as well as, error messages. The Source and Category of the events are LGMapperNM for quick identification of LGMapperNM related events. LGArchiver Node Manager (LGArchiverNM) Overview The LGArchiver Node Manager (LGArchiverNM) is an Windows Service that is used to control the lifetime of an LGArchiver Server. The LGArchiver Node Manager also checks the proper operation of the LGArchiver Server. If it detects that the server is hung or not operating properly, it attempts to stop the server and restart it. To continuously log messages, make sure the LGArchiverNM Service is running. Configure the Service to auto start when the system boots via the Service Control panel application. Starting the LGArchiverNM Windows 2000 and Windows 2003 On a Windows 2000 machine, the Services are displayed via the Computer Management application. Two ways to display the Services are to: or select Start>Programs>Administrative Tools>Services right-click My Computer, select Manage, expand Services and Applications, and select Services..The Services are displayed in the right column of both the Services (Figure 5-3) and Computer Management (Figure 5-4) windows, respectively. 5-5

102 LGArchiver Node Manager (LGArchiverNM) Chapter 5 LGMapperNM and LGArchiverNM To start the LGArchiverNM service: Figure 5-3 Windows Services Window - Starting LGArchiverNM Step 1 Select the LGArchiver service in the right side of the Services window (Figure 5-3). Step 2 Select the Action menu. Step 3 Select the Start menu option. or Figure 5-4 Windows Computer Management - Starting LGArchiverNM Step 1 Select the LGArchiver service in the right side of the Computer Management window(figure 5-4). Step 2 Right-click the selected service. Step 3 Select Start from the pop-up menu. Close the respective window. A new LGArchiver tray icon () appears in the task bar. You can also configure the LGArchiverNM service so that it starts up automatically when the machine boots. To do this, select the LGArchiverNM service, click Properties on the Toolbar, and select Automatic for the Startup Type. 5-6

103 Chapter 5 LGMapperNM and LGArchiverNM LGArchiver Node Manager (LGArchiverNM) Task Bar Icon The task bar icon indicates the current status of the LGArchiverNM Service. The icons that may be seen in the task bar are shown in. Table 5-2 Icon LGArchiverNM Service Task Bar Icons Definition The LGArchiver is in an unknown state. The LGArchiver is initializing. The LGArchiver is running and processing Listener messages. The LGArchiver has been stopped. An error has occurred causing the LGArchiver to exit. Check the Application Event Log and examine the log files in the LGMapper log folder to determine why the LGArchiver server failed. Menu Options Right-clicking on the icon in the task bar brings up a list of menu options to control the operation of the LGMapper Server. The following menu options are available: Open LGArchiverCnfg launches the LGArchiverCnfg tool to set properties for the LGArchiver Server Show Statistics presents a dialog showing statistics for a running LGArchiver Server The following information is displayed when this menu option is selected: Listener Messages Processed - the number of Listener messages processed since the Server started LGArchiver Up Since - the time the LGArchiver Server started 5-7

104 LGArchiver Node Manager (LGArchiverNM) Chapter 5 LGMapperNM and LGArchiverNM LGArchiver - Start starts Listener message processing on the LGArchiver Server The LGArchiver starts up, goes through its initialization stage (this may take several minutes), and then begins processing Listener messages. LGArchiver - Stop stops Listener message processing on the LGArchiver Server LGArchiver - Exit stops Listener message processing on the LGArchiver and exits the LGArchiverNM Service (the LGArchiver Server also exits) Hide Tray Icon hides the tray icon Note The tray icon re-appears each time you restart the LGArchiverNM Service. Event Log Messages The LGArchiverNM logs messages to the system Application log. This log is viewed in the Windows Event Viewer. Informational messages (such as the time started and stopped) appear, as well as, error messages. The Source and Category of the events are LGArchiverNM for quick identification of LGArchiverNM related events. 5-8

105 CHAPTER 6 Alarms Database Maintenance Overview For the most part, the Alarms Database is set up to take care of itself. Database options are set so that its transaction log file is automatically truncated and shrunk. In addition, database statistics are updated at LGMapper/LGArchiver startup, and the database is completely re-indexed once per week during a restart. To perform other maintenance operations, you use SQL Server Enterprise Manager or other techniques. Note The process of completely re-indexing the database is time-consuming. For a 1 GByte database, re-indexing can take up to 10 minutes, for smaller databases the time required to re-index is less as the re-indexing time requirement is proportional to the size of the database. Re-indexing is done once per week at the most, and occurs when the server restarts. Re-Indexing the Alarms Database If you want to manually re-index the database, you can use the stored procedure reindex_database to do this. Creating and Cloning Databases The LGCnfg tool is used to create new Alarms databases and to clone existing databases. Additional information on how to do this is included in Creating a New Database, page 7-8 and Cloning a Database, page 7-8. Manually Creating Databases To assist you in creating a databases manually, we provide SQL scripts in the DBScripts folder created during the installation process. If you manually create a new database, you can initialize the database with the proper set of tables, data, and stored procedures by running the batch file InitDatabase.bat. 6-1

106 Creating and Cloning Databases Chapter 6 Alarms Database Maintenance The InitDatabase.bat file takes a single command line argument using the name of the database to populate. Keep in mind that this batch file does not create the SQL Server database for you. You must first create the SQL database by other means. As an example, if you created an empty database called LGMapper_Test, you could populate it with the following command run from the DBScripts folder: InitDatabase LGMapper_Test Once the database is created and populated, you make LGMapper use it by running the LGMapperCnfg tool and selecting it in the Alarms Database tab. Note The preferred method of creating new databases is to use the LGCnfg tool as described in Creating a New Database, page 7-8 and Cloning a Database, page 7-8. SQL Server Security During installation, the installer creates three local user groups: LGM Readers LGM Users LGM Administrators These groups are added to the Login collection in the Security folder seen in the SQL Server Enterprise Manager. In addition, these groups are added as users to the three (3) databases created during the installation process. The LGM Readers and LGM Users groups are given the db_datareader role for these databases so that they can perform queries against the databases, and the LGM Administrators group is given the db_owner role for these databases. If you create new databases using either LGCnfg or the SQL scripts provided, these groups are added to the database Users as part of the creation process. If you want to give a user access to AlarmTracker, all you need to do is add the user to the appropriate LGM XXX group. 6-2

107 CHAPTER 7 LGCnfg Tool Overview The LGCnfg tool is used to manage the Alarms Databases at your site and provides the following capabilities: Manage server-side Filters Delete Instance Nodes Create new Configuration Databases Edit existing Configuration Databases Create and edit OID Nodes and Attributes Create and edit Rules for mapping Listener Objects This section provides a brief overview of the capabilities of the LGCnfg tool. Starting LGCnfg To start the LGCnfg tool: Select Start>Programs>LGMapper2>LGCnfg. - or - Run LGCnfg2.exe from the bin folder under the installation folder. Opening a Database When the LGCnfg starts, it initially has no open Alarms Database. To open a database, use the File > Open menu option (Figure 7-1). 7-1

108 Starting LGCnfg Chapter 7 LGCnfg Tool Figure 7-1 LGCnfg Tool - Opening an Alarms Database Initially, the server is set to the local host (i.e., Kevinm-W2K1) as shown in Figure 7-2. Figure 7-2 Open Database Dialog Box The Open Database dialog box (Figure 7-2) indicates if there is an Alarms Database configured for the LGMapper Server and the LGArchiver Server. If none is specified, the option is grayed out. The Server status is shown to the right of the database name. The status is important because if the LGMapper Server is enabled, the database is opened as read only (Figure 7-3). If the LGArchiver Server is running, its database is opened as read only. 7-2

109 Chapter 7 LGCnfg Tool Using Server-Side Filters Figure 7-3 Database Opens as Read Only In order to make changes to a LGMapper database, the LGMapper Server must be disabled. Similarly, the LGArchiver Server must not be running if you want to make changes to the LGArchiver database. You can alternatively select a database that is not attached to either the LGMapper Server or the LGArchiver Server. Attach to a database on a different server by either selecting a database from a known SQL Server machine from the Server drop down list (or by clicking Other ) and selecting a different server name (refer to Figure 7-2). When the selection is made, the dialog attempts to refresh contents of the LGMapper and LGArchiver databases for the new server. Figure 7-4 shows a sample of the Intelligent Contact Manager (ICM) OID Node hierarchy for an open database: Figure 7-4 LGCnfg Showing the ICM OID Hierarchy Using Server-Side Filters The LGMapper Server and the LGArchiver Server support the filtering of Listener data in order to present a subset of information to the attached AlarmTracker clients. The filters are actually applied to the data before it is updated in the Alarms database so that filtered data is not logged at all. 7-3

110 Using Server-Side Filters Chapter 7 LGCnfg Tool The following types of server-side filters can be applied using the LGCnfg tool: Customer Instance filters Filters out specific customer instances. This type of filter is useful for a support center that is responsible for a subset of the customer base tracked by the Listener. For example, an international company has two customer contact centers, one in San Jose and one in Brussels. Assume the customer contact center in San Jose is responsible for monitoring only US-based customers. In this case, the LGCnfg tool can be used to filter out all non-us customers from the set of instance nodes. If the customer contact center in Brussels is responsible for only European-based customers, the LGCnfg tool can be used to filter out all non-european customers. Product filters Filters out specific products. This type of filter is used to segment support groups for different product support. For example, one set of LGMapper Servers is dedicated to support for the ICM product, and another set for the ISN product, etc. OID Node filters Filters out specific OID Nodes (and implicitly their children). For example, a Network Applications Manager (NAM) customer has two customer contact centers. The first customer contact center supports NICM instances. The second customer contact center supports individual customers. The OID Node filter is configured on the first LGMapper Server to filter out specific kinds of OID Nodes (in this case, NICs). Class filters Filter out specific Classes for a given product. Message ID filters Filters out specific EMS Message IDs for a given product. These filters are set in the different views that display nodes and objects. Objects filtered out are marked with a red 'X' in the check box associated with the object. Caution When an object filter is set, the LGCnfg tool also deletes all Alarm objects related to the filter setting. This is one reason why the database cannot be attached to a running instance of LGMapper or LGArchiver. Be very sure of your selection before you set any filter. A dialog box is always displayed to confirm any filter setting. Customer Instance Filters Setting Customer Instance Filters Set and clear Customer Instance filters in the Instance Nodes Tree view. Step 1 Step 2 Select the customer you want to filter. Select Edit > Filter Out (or right-click and select Filter Out). 7-4

111 Chapter 7 LGCnfg Tool Using Server-Side Filters The filter setting takes effect the next time the LGMapper or LGArchiver server is started. Clearing Customer Instance Filters Step 1 Step 2 Select the customer you want to clear. Select Edit > Filter Out (or right-click and select Filter Out). This toggles the filter setting and resets the filter. Product Filters Set and clear Product filters in either the OID Nodes Tree View or the Objects View. Setting Product Filters in the OID Nodes Tree View Step 1 Step 2 Select the Product to filter. Select Edit > Filter Out (or right-click and select Filter Out). The Product filter setting takes effect the next time the LGMapper or LGArchiver server is started. Clearing Product Filters in the OID Nodes Tree View Step 1 Step 2 Select the Product to clear Select Edit > Filter Out (or right-click and select Filter Out). This toggles the filter setting and resets the filter. Setting Product Filters in the Objects View Step 1 Step 2 Select any entry containing the product you want to filter. Select Edit->Filter Product Out (or right-click and select Filter Product Out). 7-5

112 Using Server-Side Filters Chapter 7 LGCnfg Tool Clearing Product Filters in the Objects View Step 1 Step 2 Select any entry containing the Product to clear. Select Edit > Filter Product Out (or right-click and select Filter Product Out). This toggles the filter setting and resets the filter. Note When you filter out a Product, the Product node in the OID Nodes Tree View is marked with a red X. All objects in the Objects View for that product are also marked with a red X. In addition, all Instance Nodes for that product are similarly marked. OID Node Filters Setting OID Node Filters Set and clear OID Node filters in the OID Nodes Tree View. Step 1 Step 2 Select the OID Node to filter. Select Edit > Filter Out (or right-click and select Filter Out). The setting takes effect the next time the LGMapper or LGArchiver server is started. Clearing OID Node Filters Step 1 Step 2 Select the node to clear. Select Edit->Filter Out (or right-click and select Filter Out). This toggles the filter setting and resets the filter. Note When you filter out an OID Node, the node and all of its children are marked with a red 'X'. In addition, all Instance Nodes that refer to that OID and its children are similarly marked. Class Filters Set and clear Class filters in the Objects View. 7-6

113 Chapter 7 LGCnfg Tool Using Server-Side Filters Setting Class Filters Step 1 Step 2 Select any entry containing the Class to filter. Select Edit > Filter Class Out (or right-click and select Filter Class Out). Clearing Class Filters Step 1 Step 2 Select any entry containing the Class to clear. Select Edit > Filter Class Out (or right-click and select Filter Class Out). This toggles the filter setting and resets the filter. Note When you filter out a Class, all Message IDs associated with that Class are marked with a red X. Message ID Filters Set and clear Message ID filters in the Objects View. Setting Message ID Filters Step 1 Step 2 Select any entry containing the Message ID to filter. Select Edit > Filter MsgID Out (or right-click and select Filter MsgID Out). Clearing Message ID Filters Step 1 Step 2 Select any entry containing the Message ID to clear. Select Edit > Filter Msg ID Out (or right-click and select Filter Msg ID Out). This toggles the filter setting and resets the filter. Caution Exercise extreme care when filtering on Message IDs. Make sure you filter both the raise and clear messages, or you could end up in a situation where some Alarms are not being cleared, or some Alarms are not seen as raised. 7-7

114 Instance Node Deletion Chapter 7 LGCnfg Tool Instance Node Deletion It may be necessary to delete instance nodes. One possible scenario is when you no longer need to monitor a customer. Another scenario is when certain sub-system instances (such as a PG or a NIC) are no longer valid. For these situations and others, delete the instance nodes and their children from the Alarms Database using the LGCnfg tool. Note As when filtering, if you delete an Instance Node, all associated Alarm objects for that Instance Node are also deleted. Deleting an Instance Node Step 1 Step 2 Select the node to delete in the Instance Nodes Tree View. Select Edit > Delete (or the Delete context menu option, or press the Delete key). Creating a New Database To create a new, completely empty (no OID Nodes or Rules) database: Step 1 Step 2 Select File > New When prompted provide the Server location and Database Name. This database can now be used to create new product instances and rules. Cloning a Database To clone the currently open database: Step 1 Select File > Clone Database Step 2 When prompted, select the Server location and new Database Name. Step 3 Select the aspects of the database you want to copy (see Figure 7-5). 7-8

115 Chapter 7 LGCnfg Tool Modifying the OID Node Hierarchy and Rules Figure 7-5 Clone Database Options The Copy Options are as follows: Include OID Nodes, Rules and Objects Copy all OID Nodes, Rules and objects to the new database. Include Customer Instances Copy all customer instances to the new database. Include Instance Nodes Copy all Instance Nodes to the new database. Include Alarms Copy all Alarms objects to the new database Any relevant filter settings are always copied. The cloned database can now be used to create or edit any aspect of a database. Cloning a database is a good way to experiment and test out any important changes in a controlled environment before putting it into a production mode. Modifying the OID Node Hierarchy and Rules The Alarms databases created during the installation process contain the proper OID Node hierarchy and Rule set for use by the LGMapper and its clients. If changes need to be made to the OID hierarchy or the Rule definitions, contact the Cisco Technical Assistance Center (TAC) for assistance. Proper Rules definition requires detailed knowledge of Listener message field contents. If you feel the Instance Nodes are improperly defined, or that objects are mapped to the wrong nodes (or not mapped at all), please contact the Cisco Technical Assistance Center (TAC). 7-9

116 Modifying the OID Node Hierarchy and Rules Chapter 7 LGCnfg Tool 7-10

117 CHAPTER 8 Installing the AlarmTracker Client Overview Installation of the AlarmTracker Client software involves running the installation files and starting the Client. The AlarmTracker Client uses DCOM to communicate with the LGMapper Server. The code handles the details of this communication for you. AlarmTracker uses the SQL Server OLE DB provider to gain direct access to the LGMapper Alarms Database in order to perform queries and refresh AlarmTracker displays. Installing the AlarmTracker Client Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Run Setup.exe from the AlarmTracker Client directory of the Operations Support CD-ROM. The AlarmTracker Client Installation Wizard starts. Click Next and review information about the installation in the Information window. Click Next and choose a destination to install the client software in the Destination Location window. Select the destination location for the AlarmTracker Client files. Accept the default location, navigate to another existing location, or create a new location. Throughout the remainder of this chapter, the selected location will be referred to as the installation folder. Click Next to start installing the AlarmTracker Client files. When the installation is complete, the COM component registration is finished and the InstallShield Wizard Complete window appears. Click Finish to exit the InstallShield Wizard. Note A system reboot may be required for the registration to take effect. Reboot the system if directed. 8-1

118 Starting the AlarmTracker Client Chapter 8 Installing the AlarmTracker Client Starting the AlarmTracker Client Once installation is complete, start the AlarmTracker Client. Step 1 Select Start>Programs>AlarmTracker2 (Figure 8-1). Figure 8-1 Start>Programs>AlarmTracker2 When the AlarmTracker Client starts, it shows the Connect to Servers dialog (Figure 8-2). Figure 8-2 Connect to LGMapper Servers Dialog Box This dialog allows you to specify one or two LGMapper Server locations to connect to.enter the machine name of, or browse to, the desired LGMapper Server1 and/or LGMapper Server2 name(s). (Refer to Figure 8-3.) 8-2

119 Chapter 8 Installing the AlarmTracker Client Starting the AlarmTracker Client Figure 8-3 Connecting to the LGMapper Server(s) Step 2 Click Connect (Figure 8-3), the process of connecting to the LGMapper Server begins.the process of connecting and initializing may take a few minutes. The dialog box expands vertically (Figure 8-4) as various progress messages appear during the initialization. Figure 8-4 Connect to Servers Dialog Box Indicating Connection Progress 8-3

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