ehealth Psytechnics Integration for User Guide r6.0 SP3

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1 ehealth Psytechnics Integration for User Guide r6.0 SP3

2 This documentation and any related computer software help programs (hereinafter referred to as the Documentation ) is for the end user s informational purposes only and is subject to change or withdrawal by CA at any time. This Documentation may not be copied, transferred, reproduced, disclosed, modified or duplicated, in whole or in part, without the prior written consent of CA. This Documentation is confidential and proprietary information of CA and protected by the copyright laws of the United States and international treaties. Notwithstanding the foregoing, licensed users may print a reasonable number of copies of the documentation for their own internal use, and may make one copy of the related software as reasonably required for back-up and disaster recovery purposes, provided that all CA copyright notices and legends are affixed to each reproduced copy. Only authorized employees, consultants, or agents of the user who are bound by the provisions of the license for the product are permitted to have access to such copies. The right to print copies of the documentation and to make a copy of the related software is limited to the period during which the applicable license for the Product remains in full force and effect. Should the license terminate for any reason, it shall be the user s responsibility to certify in writing to CA that all copies and partial copies of the Documentation have been returned to CA or destroyed. EXCEPT AS OTHERWISE STATED IN THE APPLICABLE LICENSE AGREEMENT, TO THE EXTENT PERMITTED BY APPLICABLE LAW, CA PROVIDES THIS DOCUMENTATION AS IS WITHOUT WARRANTY OF ANY KIND, INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NONINFRINGEMENT. IN NO EVENT WILL CA BE LIABLE TO THE END USER OR ANY THIRD PARTY FOR ANY LOSS OR DAMAGE, DIRECT OR INDIRECT, FROM THE USE OF THIS DOCUMENTATION, INCLUDING WITHOUT LIMITATION, LOST PROFITS, BUSINESS INTERRUPTION, GOODWILL, OR LOST DATA, EVEN IF CA IS EXPRESSLY ADVISED OF SUCH LOSS OR DAMAGE. The use of any product referenced in the Documentation is governed by the end user s applicable license agreement. The manufacturer of this Documentation is CA. Provided with Restricted Rights. Use, duplication or disclosure by the United States Government is subject to the restrictions set forth in FAR Sections , , and (c)(1) - (2) and DFARS Section (b)(3), as applicable, or their successors. All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies. Copyright 2008 CA. All rights reserved.

3 CA Product References This document set references the following CA products: CA ehealth (ehealth) CA ehealth Live Health Application (LiveHealth) Contact Customer Support For online technical assistance and a complete list of locations, primary service hours, and telephone numbers, contact Technical Support at iii

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5 Contents Chapter 1: ehealth Psytechnics Integration Setup Time Estimates Chapter 2: Preparing For and Setting Up the ehealth Psytechnics Integration Verify ehealth Psytechnics Integration Requirements ehealth System Setup Prerequisites Psytechnics Systems Setup Prerequisites Complete the Setup Checklists Add a License How You Set Up the ehealth Psytechnics Integration Set Up the Experience Manager Server Set Up the ehealth Server Enable ehealth Polling and Import Adjust ehealth Polling and Import Settings Configure Psytechnics VoIP elements in the ehealth Database Chapter 3: Running ehealth Reports on Psytechnics Objects ehealth Reports on Psytechnics Objects Scheduling Reports Supported Element Types Supported Statistics Appendix A: Setup Checklist for ehealth, ehealth Psytechnics Integration Setup Checklist for ehealth, ehealth Psytechnics Integration... A-1 Telnet and FTP Connection Information... A-1 Contents v

6 Appendix B: Setup Checklist for Experience Manager Server, ehealth-psytechnics Integration Setup Checklist for Experience Manager Server, ehealth Psytechnics Integration... B-1 Telnet and FTP Connection Information... B-1 SNMP Trap Receiver... B-1 Index vi User Guide

7 Chapter 1: ehealth Psytechnics Integration The ehealth Integration for Psytechnics module (ehealth Psytechnics Integration) extracts configuration information and statistics data from the Experience Manager mysql database, then lets you use this data to generate a rich set of ehealth reports on Psytechnics Voice over Internet Protocol (VoIP) customers (IP subnets representing user groups). This ehealth Psytechnics Integration with the Psytechnics Experience Manager enables ehealth deeper performance management of VoIP communications. Combining ehealth with the Psytechnics Experience Manager can predict areas that may soon have lower then acceptable call quality based on analysis of actual calls. Service Level Reports now contain information based on true call quality, and Live Status business displays include end-user satisfaction indicators and device or network health indicators. Administrators can rapidly detect, diagnose and resolve a range of VoIP issues that result in customer complaints. End-user based metrics for Service Level Agreement management are also available. For more information about ehealth reports on Psytechnics objects, see ehealth Reports on Psytechnics Objects in the chapter Running ehealth Reports on Psytechnics Objects. This document explains how to set up the ehealth Psytechnics Integration to collect configuration information from Experience Manager servers, modify polling and import settings, and schedule and run the available ehealth reports available for Psytechnics objects. For more information on setup tasks and prerequisite tasks, see the chapter, Preparing For and Setting Up the ehealth Psytechnics Integration. Chapter 1: ehealth Psytechnics Integration 1 1

8 Setup Time Estimates Setup Time Estimates Time estimates for each set-up phase include the following: 30 minutes to verify requirements and complete the setup checklist(s). Note: For more information on verifying requirements, see the chapter, Preparing For and Setting up the ehealth Psytechnics Integration. For more information on setup checklist, see the appendices Setup Checklist for ehealth, ehealth Psytechnics Integration and Setup Checklist for Experience Manager Server, ehealth - Psytechnics Integration. 10 minutes add a license. Note: For more information on adding a license, see Add a License in the chapter Preparing For and Setting up the ehealth Psytechnics Integration. 30 minutes to run the setup process. Note: For more information on running the setup process, see Setting Up ehealth Psytechnics Integration in the chapter Preparing For and Setting up the ehealth Psytechnics Integration. 2 minutes 7 hours to configure Psytechnics VoIP elements in the ehealth system, depending on the number of elements. Note: For more information on configuring Psytechnics VoIP elements in the ehealth system, see Configure Psytechnics VoIP elements in the ehealth Database in the chapter Preparing For and Setting up the ehealth Psytechnics Integration. It can take about 1.5 hours to one day to set up this integration. 1 2 User Guide

9 Chapter 2: Preparing For and Setting Up the ehealth Psytechnics Integration Preparing for and setting up the ehealth Psytechnics Integration includes the following phases: Verify ehealth - Psytechnics Integration requirements Complete the setup checklists Add a license Set up the ehealth Psytechnics Integration Verify ehealth Psytechnics Integration Requirements To install and run the ehealth Psytechnics Integration, you must meet requirements for the following: ehealth Psytechnics system Psytechnics Experience Manager servers Important! You must install ehealth Psytechnics Integration on a Windows system. Note: You can configure ehealth Psytechnics Integration for only one pair of ehealth and Psytechnics servers at a time. A single ehealth server cannot be configured to support multiple Psytechnics Experience Manager servers. Similarly, a single Psytechnics Experience Manager server cannot act as data source to multiple ehealth servers. You can configure additional integrations for distinct pairs of ehealth and Psytechnics servers. To set up and use this integration module, you must also obtain and install an ehealth Psytechnics license for your ehealth systems. ehealth System Setup Prerequisites For your ehealth Psytechnics system, you need the following: A Windows system running a minimum of ehealth r6.0 SP3 FTP and Telnet access from the ehealth Psytechnics system to your Psytechnics Experience Manager server Chapter 2: Preparing For and Setting Up the ehealth Psytechnics Integration 2 1

10 Complete the Setup Checklists Note: You can install ehealth Psytechnics on a Distributed ehealth System, but not on a Distributed ehealth Console. For more information, see the Distributed ehealth Administration Guide. If you are running a later version of ehealth, see the Readme for supported Psytechnics Experience Manager versions. Psytechnics Systems Setup Prerequisites ehealth r6.0 SP3 and later support Experience Manager 2.6 or later on your Psytechnics systems. On the target Experience Manager server, verify that your FTP and Telnet user has read-write access to the following directories: /etc /usr/local Complete the Setup Checklists The following setup checklists are available in appendices: To prepare for the Psytechnics part of the setup process, complete one copy of the Setup Checklist for Psytechnics. To prepare for the ehealth part of the setup process, complete one copy of the Setup Checklist for ehealth. Complete these checklists before executing the setup process, so that you have the information you need to complete setting up quickly and easily. After you prepare your checklists, you can license your ehealth Psytechnics integration module. 2 2 User Guide

11 Add a License Add a License Your ehealth Psytechnics license supports one pair of ehealth and Psytechnics servers. To add your license information 1. From the ehealth console select Setup, Enter Licenses. The Enter Licenses dialog appears. 2. Click Add. The Add Licenses dialog appears. 3. Enter your license information. If you need more information about this dialog, click Help. How You Set Up the ehealth Psytechnics Integration This section explains the steps that you need to follow to set up ehealth Psytechnics Integration to collect data from the Psytechnics objects on your network: On the Psytechnics Experience Manager server: Install the data export utility Schedule the data export job On the ehealth server: Set up the Experience Manager server Set up the ehealth server Enable ehealth polling and importing Adjust ehealth polling and import settings Configure Psytechnics VoIP elements in the ehealth Database Set Up the Experience Manager Server Setting up the Experience Manager server includes installing the Psytechnics integration packages and scheduling data export jobs from the Experience Manager IP engines. Chapter 2: Preparing For and Setting Up the ehealth Psytechnics Integration 2 3

12 How You Set Up the ehealth Psytechnics Integration Install the Psytechnics Integration Packages The Psytechnics installation program performs the necessary setup of the Experience Manager system. To install the Psytechnics integration packages 1. FTP the following Psytechnics integration packages to the Experience Manager server (as specified in the ehealth Psytechnics Integration Setup Checklist for Experience Manager Server): experience-manager-oss-integration-management-x.y-z.i386.rpm experience-manager-oss-integration-access-x.y-z.i386.rpm experience-manager-concord-ehealth-integration-x.y-z.i386.rpm x.y-z represents the version numbers of the product package (for example, Experience Manager version 2.6-8). Place these integration packages in /home. 2. Execute rpm ivh experience-manager-oss-integration-management-x.y-z.i386.rpm. 3. Execute rpm ivh experience-manager-oss-integration-access-x.y-z.i386.rpm. 4. Execute rpm ivh experience-manager-concord-ehealth-integration-x.y-z.i386.rpm. For more information about the installation of the Psytechnics integration packages, see the Psytechnics Experience Manager OSS User Manual. Schedule Data Export Jobs from Experience Manager IP Engines To schedule data export jobs from Experience Manager IP Engines (to forward SNMP traps to ehealth LiveHealth) 1. For each Psytechnics Experience Manager IP Engine, edit the appropriate configuration file (/usr/local/psyq/config/pm.conf). 2. Modify the snmp*host line to read as follows: snmp*host: <ehealth-hostname-or-ip-address>/<community-string> For example, snmp*host: zippo/public. 2 4 User Guide

13 How You Set Up the ehealth Psytechnics Integration Set Up the ehealth Server When you set up ehealth Psytechnics, you can only specify one Experience Manager server as the data source for any one ehealth server. To specify the target Experience Manager server for an ehealth server 1. Open the Psytechnics integration configuration file, $NH_HOME/modules/psytechnics/psytechnics.cfg, for editing using an appropriate editing application. The contents of psytechnics.cfg appear similar to the following: Ver:1.2 Hostname:x.x.x.x User:ehealth Password:ehealth-admin 2. Set the value following Hostname to that of the IP address or hostname of the Experience Manager server (as specified the ehealth Psytechnics Integration Setup Checklist for Experience Manager Server). 3. Set the value following user and password to those of the appropriate Psytechnics Telnet and FTP user (as specified in the ehealth Psytechnics Integration Setup Checklist for Experience Manager Server). Enable ehealth Polling and Import By default, the ehealth polling and import are disabled. To enable polling and import of data from the Psytechnics Experience Manager, modify the appropriate entry in $NH_HOME/modules/psytechnics/modules.default.init To enable ehealth polling and import of Psytechnics data At the entry for pollenabled, enter the value of yes. module" boolean pollenabled { label "enable or disable polling" description "enable or disable polling of this vendor value yes } The default setting is no. Chapter 2: Preparing For and Setting Up the ehealth Psytechnics Integration 2 5

14 How You Set Up the ehealth Psytechnics Integration Adjust ehealth Polling and Import Settings The default ehealth polling interval and the maximum time to allow for importing data from the Experience Manager server(s) is 15 minutes. You can override these settings by modifying the appropriate entries in $NH_HOME/modules/psytechnics/modules.default.init. To adjust ehealth polling and import settings 1. At the entry for pollinterval, enter the value for polling interval in seconds. integer pollinterval { label "polling interval" description "time between import polls of this module" value 900 units seconds } The default setting is 15 minutes. 2. At the entry for polltimeout, enter the value for polling timeout in seconds. integer polltimeout { label "import command time limit" description "maximum time for importcmd to generate DDI file" value 300 units seconds } Note: This number should be less than the polling interval. The default setting is 5 minutes. 3. Save your changes. For information on how to stop or restart polling of the Psytechnics VoIP elements in your network, see the ehealth Administration Guide. Configure Psytechnics VoIP elements in the ehealth Database The ehealth system uses configuration data to identify, describe, and group the Psytechnics objects in your network. Psytechnics objects include VoIP customers, which represent VoIP user groups or locations as organized by IP subnet or subnets. When you import Psytechnics VoIP data, ehealth also updates its poller configuration (in the ehealth database) with the latest configuration data for Psytechnics objects. 2 6 User Guide

15 How You Set Up the ehealth Psytechnics Integration To process element information and produce more useful reports, you can create one or more rules files. You can apply a rules file when you import element information; the information is modified before being saved to the ehealth database. Group Elements for Better Reporting To view your Psytechnics elements and plan your grouping strategy, examine the following directory to identify patterns you can use to group, modify, or exclude elements: $NH_HOME/modules/psytechnics/emElements.dci For example, if you have common strings in Psytechnics element names, you can group all elements that have that string in common. Or, to divide the elements between multiple ehealth systems, you can exclude elements that you intend to add to another ehealth system. After you identify those patterns, create a DCI rules file that specifies the grouping strategy. Note: For more information about creating a DCI rules file, see the section, Create a DCI Rules File (Optional). Create a DCI Rules File (Optional) You can create a DCI rules file for grouping, excluding, and renaming Psytechnics VoIP elements when importing them into the ehealth database. The ehealth system uses rules files to group or exclude elements, and to change element names before saving them in the ehealth database. Your ehealth reports then use the specified groupings, exclusions, and element names. A well-crafted DCI rules file can produce reports that are finely tuned to your needs. For example, Psytechnics VoIP element names in the ehealth database have the following format: customername-psytechnicsvoip customername represents the specific name for a VoIP subnet or subnets (corresponding to a group of users or location) as assigned in Psytechnics Experience Manager. psytechnicsvoip represents the supported ehealth element type. If you group elements by elementtype (psytechnicsvoip), you can later run reports that focus upon specific types of VoIP user groups and their specific voice quality performance indicators. Chapter 2: Preparing For and Setting Up the ehealth Psytechnics Integration 2 7

16 How You Set Up the ehealth Psytechnics Integration You can create multiple rules files, each designed to process element information in different ways. You can then import element information using each of these files at different times, based on your reporting needs. Note: For detailed instructions on creating a DCI rules file, see the ehealth Integration Guide. Import a DCI Rules File. If you decide to apply a DCI rules file when importing element information, use the following command to apply it: nhconfig -dcirule rulefile dcifile rulefile is the name of the new DCI rules file that you are applying and dcifile is the name of the file containing Psytechnics configuration data. Modify Data in the ehealth Poller Configuration (Optional) Use the Poller Configuration dialog to change the name of your Psytechnics VoIP elements after the information is in the ehealth database. If you change any attributes other than the name, the configuration import overwrites the changes the next time it runs. Important! Do not change the agent type for Psytechnics VoIP elements. If you do, ehealth will not poll those elements. When you delete customers from an Experience Manager server, you must also delete their corresponding VoIP elements from the ehealth database using the Poller Configuration dialog. To open the Poller Configuration dialog, from the ehealth console, select Setup, Poller Configuration. For information about using this dialog, see the online Help and the ehealth Administration Guide. Note: When you disable polling for given Psytechnics VoIP elements, you can still run reports on them using previously collected data. 2 8 User Guide

17 Chapter 3: Running ehealth Reports on Psytechnics Objects After the ehealth Psytechnics Integration begins collecting data from your Psytechnics Experience Manager Servers, you can produce ehealth reports that include the performance indicators of your choice. ehealth supports a large number of statistics for Psytechnics objects and maps those statistics to ehealth reporting variables. You can generate reports that give you insight into how your data network and VoIP infrastructure perform under varying load conditions and whether your resources are optimized to provide high-quality, continuous service to your customers. ehealth Reports on Psytechnics Objects The ehealth Psytechnics Integration supports the following reports: Top N reports Trend reports At-a-Glance reports Top N Reports Top N reports show a chosen performance variable across all VoIP customers, the top performing customers, or only those customers that meet a certain criteria. Top N reports help you determine which elements are the highest and lowest performers for key indicators, such as Speech IP MOS, Listening Quality MOS or Conversational Quality MOS. After you identify a high or low performer, you can get a better view of key performance indicators on that element using an At-a-Glance report. Trend Reports Trend reports provide summaries on a VoIP customer. You can generate a Trend report on up to 10 variables for one customer or on one variable for up to 10 customers. Using a Trend report, you can identify busy or peak usage times for a customer and determine whether voice quality degrades at a specific call volume. With this information, you can target the times of day that you should monitor key performance indicators and examine usage trends. Chapter 3: Running ehealth Reports on Psytechnics Objects 3 1

18 Scheduling Reports At-a-Glance Reports At-a-Glance reports are summaries of key performance indicators for a chosen element. You can examine several parameters at the same time to identify the source of a problem. The At-a-Glance report shows you all of the performance indicators for that customer so you can identify the source of the poor performance. For example, once a Top N report shows you that the average Conversational Quality MOS for a given customer is extremely low, you can drill down to an At-a-Glance report for that same customer to examine related impairments, such as Echo Return Loss and Conversational Delay. Health Reports Health reports on Psytechnics VoIP elements are not supported at this time. Service Level Reports Health reports on Psytechnics VoIP elements are not supported at this time. Scheduling Reports You can schedule and run ehealth reports on data collected from Psytechnics Experience Manager. For detailed information about scheduling ehealth reports, see the ehealth Reports Guide and the ehealth Web Help. To view Help on reports, click the Run Reports tab in the ehealth Web interface and then click the Help icon. This section lists the Psytechnics VoIP element types and statistics that the ehealth software supports. Supported Element Types ehealth r6.0 SP3 supports the PsytechnicsVoIP element type (corresponding to IP Subnet(s) as defined in Psytechnics Experience Manager). Supported Statistics ehealth r6.0 SP3 supports the following Psytechnics statistics: Burst Length Avg Burst Length Max Calls 3 2 User Guide

19 Scheduling Reports Calls with Echo Echo Return Loss Avg Jitter Avg Jitter Max MOS IP Transport Avg MOS IP Transport Time Below Goal MOS Payload CQ Avg MOS Payload CQ Time Below Goal MOS Payload LQ Avg MOS Payload LQ Time Below Goal Noise Level Avg Noise Level Max Packets Packet Loss Packets Out-of-Sequence RTCP Delay Avg Speech Level Avg Speech Level Max Speech Level Min Chapter 3: Running ehealth Reports on Psytechnics Objects 3 3

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21 Appendix A: Setup Checklist for ehealth, ehealth Psytechnics Integration This appendix contains the Setup Checklist for ehealth for the ehealth Psytechnics Integration. Setup Checklist for ehealth, ehealth Psytechnics Integration Experience Manager Server (hostname or IP address): Telnet and FTP Connection Information Username and password for accessing this host through both Telnet and FTP connections. Username: Password: Polling Interval Versus Data Import Time To obtain complete and accurate data, your data imports must be allowed to complete before the next poll begins. Set your polling interval to be greater than the maximum time allowed for data importing, and make sure that you allow enough time for the data importing to complete. This checklist contains ehealth settings for polling Psytechnics systems and importing data from them. The same settings apply to all Psytechnics systems configured in ehealth. Appendix A: Setup Checklist for ehealth, ehealth Psytechnics Integration A 1

22 Setup Checklist for ehealth, ehealth Psytechnics Integration ehealth Polling Interval ehealth Polling Interval in minutes. Valid values are The default is 15. Note: The ehealth polling interval should be the same as the collection interval on the Experience Manager Server. For example, if the collection interval on the servers is 15 minutes, set the ehealth polling interval to 15 minutes. Note: When you change the polling interval, ehealth polls twice more at the old interval before it begins polling at the new interval. minutes Data Import Maximum time, in minutes, to allow for a data import to complete. Valid values are The default is 15. Note: The maximum time to allow for data import must be less than the polling interval. minutes A 2 User Guide

23 Appendix B: Setup Checklist for Experience Manager Server, ehealth - Psytechnics Integration This appendix contains the Setup Checklist for Experience Manager Server for the ehealth Psytechnics Integration. Setup Checklist for Experience Manager Server, ehealth Psytechnics Integration Experience Manager Server (hostname or IP address): Telnet and FTP Connection Information Username and password for accessing this host through both Telnet and FTP connections. Username: Password: SNMP Trap Receiver IP Address of SNMP trap receiver or fault management NMS to which the Experience Manager Server will direct its SNMP traps. IP Address: Community String: Appendix B: Setup Checklist for Experience Manager Server, ehealth - Psytechnics Integration B 1

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25 Index A add a license, 2-3 ehealth Poller Configuration, modifying, 2-8 ehealth polling and import adjusting settings, 2-6 enabling, 2-5 adjust ehealth polling and import settings, 2-6 ehealth reports At-a-Glance reports on Psytechnics objects, 3-2 Health reports on Psytechnics objects, 3-2 C reports on Psytechnics objects, 3-1 scheduling, 3-2 checklists Service Level reports on Psytechnics ehealth setup, A-1 objects, 3-2 Pystechnics Experience Manager Server supported element types, 3-2 setup, B-1 supported statistics, 3-2 setup checklists, 2-2 TopN reports on Psytechnics objects, 3-1 complete setup checklists, 2-2 Trend reports on Psytechnics objects, 3-1 configure Psytechnics VoIP elements, 2-6 ehealth Server, setting up, 2-5 create DCI rules file, 2-7 ehealth setup checklist, A-1 elements, grouping for better reporting, 2-7 D data export jobs, scheduling, 2-4 DCI rules file creating, 2-7 importing, 2-8 enable ehealth polling and import, 2-5 Experience Manager Server, setting up, 2-3 G group elements for better reporting, 2-7 E ehealth Psytechnics Integration requirements, 2-1 import DCI rules file, 2-8 ehealth Psytechnics Integration system requirements ehealth, 2-1 Psytechnics, 2-2 I install Psytechnics integration packages, 2-4 L ehealth Psytechnics Integration, setting up, 2-3 licenses, adding, 2-3 Index 1

26 M modify ehealth Poller Configuration, 2-8 T time estimates, setup, 1-2 P Psytechnics Experience Manager Server setup checklist, B-1 Psytechnics integration packages, installing, 2-4 Psytechnics objects ehealth At-a-Glance reports on, 3-2 ehealth Health reports on, 3-2 ehealth reports on, 3-1 ehealth Service Level reports on, 3-2 ehealth TopN reports on, 3-1 ehealth Trend reports on, 3-1 Pystechnics VoIP element, configuring, 2-6 S schedule data export jobs, 2-4 ehealth reports, 3-2 set up ehealth Psytechnics Integration, 2-3 ehealth Server, 2-5 Experience Manager Server, 2-3 setup checklists completing, 2-2 ehealth, A-1 Psytechnics Experience Manager Server, B-1 setup time estimates, 1-2 supported element types, ehealth reports, 3-2 supported statistics, ehealth reports, 3-2 system requirements ehealth Psytechnics Integration, 2-1 ehealth, ehealth Psytechnics Integration, 2-1 Psytechnics, ehealth Psytechnics Integration, 2-2 Index 2 User Guide

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