PROGNOSIS VoIP Monitor 3.1 Avaya Aura Communication Manager Voice Quality Monitoring Solution

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1 PROGNOSIS VoIP Monitor 3.1 Avaya Aura Communication Manager Voice Quality Monitoring Solution Installation and Configuration Guide Americas Europe/UK Germany Asia Pacific/M. East/Africa t: +1 (303) t: +44 (1344) t: +49 (69) t: +61 (2) f: +1 (303) f: +44 (1344) f: +49 (69) f: +61 (2) e: e: e: e:

2 Important Notices Copyright Copyright Integrated Research Limited (ABN ). All rights reserved. The information contained in this PROGNOSIS guide is protected by copyright. No part of this document may be reproduced in any form, including photocopying or translation into a foreign language. Reproducing or copying any part of this document or the computer software without authorization violates U.S. and international copyright laws. Date of Issue: 28 October 2010 Product Version: PVM 3.1 Trademarks PROGNOSIS is a registered trademark of Integrated Research Limited. Avaya, AUDIX, DEFINITY, Avaya Aura, and Avaya Aura Communication Manager are registered trademarks and/or service marks of Avaya Inc in the U.S. and certain other jurisdictions. Intel, Intel Itanium, Intel Pentium, and Intel Xeon are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the U.S.A and other countries. Java is a registered trademark of Oracle Corporation and/or its affiliates. Microsoft, Windows, Windows Vista, Windows Server and Internet Explorer are either trademarks or registered trademarks of Microsoft Corporation in the United States and/or other countries. Other product names mentioned in this manual may be trademarks, registered trademarks and/or service marks of their respective owners and may not be used for commercial purposes without express permission from their respective owners. Third Party Software License Notices For details of third party software license notices, please refer to the Third Party Software License Guide which is located in the Documentation folder of the PROGNOSIS VoIP Monitor installation path. Disclaimer The information in this guide is published as is and without warranties of any kind, expressed or implied, including those regarding the accuracy or completeness of the information, warranties of merchantability and fitness for a particular purpose, or those arising from a course of dealing, usage or trade practice. In no event will Integrated Research be liable for any damages whatsoever (including, without limitation, those resulting from lost profits, lost data or business interruption) arising out of the use, inability to use, or the results of this guide. Page 2 of 64

3 Contents Introduction... 5 Getting Started... 7 System Requirements... 8 Supported Platforms... 9 License Key...10 Prerequisites...11 Check List...12 Preparing the PBX...15 Preparing the PBX...16 Configure SAT User Profile (Avaya 4 and later)...17 Create Login Account (Avaya 3 and earlier)...18 Create Login Account (Avaya 4 and later)...19 Configure RTCP Monitoring...20 Configure CDR Monitoring (Optional)...22 Procedure to Add Node Names...23 Procedure to Add an IP CDR Service...24 Setting CDR System Parameters...25 Intra-switch CDRs...26 Trunk Groups...26 Installing VoIP Monitor...27 Installation Procedure...28 Configuring VoIP Monitor...35 Overview...36 Initial Configuration Setup...37 Configuration Tool...38 PROGNOSIS Server...38 License...40 Update...42 VoIP Monitor...43 Avaya PBX...46 FAQs...48 How to Start and Stop Services...48 How to Add a PBX...49 How to Delete a PBX...51 How to Obtain a New License Key...52 How to Apply a New License Key...53 How to Obtain Software Updates...54 How to Set Up Alerts...55 Uninstalling VoIP Monitor...57 Uninstall Procedure...58 Technical Support...59 Technical Support...60 Index...61 Page 3 of 64

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5 Introduction PROGNOSIS VoIP Monitor is a single node software product which is designed to provide a comprehensive monitoring platform for Avaya Aura Communication Manager IP telephony networks. It does this by collecting data, filtering it as required and then presenting it in a 'user-friendly' format, all in 'real-time'. An additional function allows for data to be used to generate alerts and/or SNMP Traps when pre-defined conditions are exceeded. In order to collect and present data the VoIP Monitor product must be installed on a dedicated node which is monitoring the Avaya PBX. The VoIP Monitor product includes a Web Interface component which is used to serve data to operators through a Web Browser connection. The number of Web Browser connections depends upon how many operators need access to the data. VoIP Monitor comes with a wide range of pre-packaged tools that enable data collection and monitoring to start almost immediately upon installation. The data requesting tools are called 'documents' and these include: Displays - Display documents are designed to request specific data and then present the collected results in either a chart or table format. Thresholds - Threshold documents consist of a series of 'Conditions'. The Threshold will scan selected VoIP Monitor data looking for instances of the pre-defined conditions being met or exceeded and will then generate an alert advising of the situation. Databases - 'Behind the scenes' databases are run by VoIP Monitor in order to collect data over a period of time. This data is then used for later comparison and analysis through report documents. Page 5 of 64

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7 Getting Started Page 7 of 64

8 PROGNOSIS VoIP Monitor System Requirements The system requirements for dedicated a PROGNOSIS VoIP Monitor server are as follows: Minimum Specification Component Processor (CPU): System Memory (RAM): Hard Drive Space (NTFS): Operating System: Web Browser Minimum Specifications Intel Pentium Dual-Core 2.4GHz 2GB 300MB for the base installation Temp Files: A further 70MB of free disk space is required for temporary files during the installation. Databases: Additional disk space is required for the storage of historical data. The maximum database size for Avaya is 7.5GB. Production System: - Microsoft Windows Server Microsoft Windows Microsoft Windows 2008 R2 Trial System (for product evaluation): - Microsoft Windows XP - Microsoft Windows Vista - Microsoft Windows 7 Microsoft Internet Explorer 7 or later. Mozilla Firefox 3.6 or later Safari 4 or later Recommended Specification Component Processor (CPU): System Memory (RAM): Hard Drive Space (NTFS): Operating System: Web Browser Recommended Specifications Intel Xeon Dual-Core 2.4GHz As per the minimum specification above. As per the minimum specification above. As per the minimum specification above. Microsoft Internet Explorer 7 or later. For the latest information please go to the VoIP Monitor web site: VoiceQuality.com/Requirements Page 8 of 64

9 Getting Started Supported Platforms Software Version Avaya Aura Communication Manager Supported versions: , 6.0 Compliant Tested: Hardware Model Media Servers S8800, S8730, S8720, S8710, S8700, S8500, S8400, S8300 DEFINITY G3 running R9 or later Media Gateways G700, G650, G450, G430, G350, G250, G150 1 Phones 96xx IP Phones 2 46xx IP Phones 2 16xx IP Phones IP Softphone IP Agent SIP Phones Digital and Analog Phones 1 2 Support is pending field test validation Some Avaya 46xx and 96xx handset models require firmware updates to send accurate Voice Stream Quality information. To assist in highlighting this issue, PROGNOSIS VoIP Monitor includes a Display listing handsets with firmware versions known to produce erroneous data. For the latest information please go to the VoIP Monitor web site: VoiceQuality.com/Compliant Page 9 of 64

10 PROGNOSIS VoIP Monitor License Key PROGNOSIS VoIP Monitor requires a license key in order to complete the product installation. This key can be obtained by completing a registration process on the following web site: VoiceQuality.com After completing the registration details the necessary license key will be ed back to you. Page 10 of 64

11 Getting Started Prerequisites Ports and Firewalls If a firewall is in place between the PROGNOSIS VoIP Monitor server and the Web browser then the following port must be enabled: TCP port 80 (HTTP) If a firewall is in place between the VoIP Monitor server and the SNMP Trap destination then the following port must be open: UDP port 162 (SNMP) - Opened in the direction from VoIP Monitor to the SNMP Trap destination. If there is a firewall in place between the VoIP Monitor server and the Avaya Communication Manager appliances then the following ports must be open (if the default settings are used): TCP port 5022 (SSH) - Opened in the direction from VoIP Monitor to the PBX. TCP port 5023 (Telnet) - Opened in the direction from VoIP Monitor to the PBX. UDP port 5005 (RTCP) - Opened in the direction from the Phones to VoIP Monitor. TCP port (CDR) - Opened in the direction from the PBX to VoIP Monitor. TCP port (CDR) - Opened in the direction from the Legacy PBX to VoIP Monitor. TCP port (CDR) - Opened in the direction from the Definity PBX to VoIP Monitor. Microsoft Windows 7 and Windows 2008 R2 Microsoft Windows 7 and Windows 2008 R2 come with their own firewall for which the settings refer to programs rather than ports. The following details will help to relate the required port numbers to the program files that use them. These ports are used by the following VoIP Monitor executables: Ports 5022 or 5023, used by <install_directory>\server\iravaya_pbx.exe Ports 5022 or 5023, used by <install_directory>\server\iravaya_legacy.exe Ports 5022 or 5023, used by <install_directory>\server\iravaya_definity.exe Port 5005 used by <install_directory>\server\irrtcpcol.exe Port 162 used by <install_directory>\server\irautoan.exe Port 80 used by <install_directory>\www\webserver\tomcat\bin\tomcat5.exe Additional Software Microsoft Management Console 3.0 for Windows XP If you are running the Microsoft Windows XP operating system then Microsoft Management Console 3.0 will be required on the machine prior to commencing the VoIP Monitor installation. If this is not already on the machine please go to the Microsoft Web site and download the Microsoft Management Console application, Once MMC has been installed the VoIP Monitor installation can be started. Page 11 of 64

12 PROGNOSIS VoIP Monitor Check List During the configuration of PROGNOSIS VoIP Monitor a number of system details will be required. Some of these details can be obtained as you progress through the initial sections of this guide. This page provides a check-list where you can record these details prior to commencing the configuration. Key The 'Key' indicator, e.g. (A), shown in the following list corresponds to a field in the VoIP Monitor Configuration tool. This 'Key' is referred to in the Configuration Guide in order to assist you in completing each screen. License Key VoIP Monitor License Key received. See License Key section (page 10). Firewalls Correct ports across Firewall opened. See Prerequisites section (page 11). PBX Details Name: User defined name of the PBX, e.g. HQ. Type: Site: User-defined location name, e.g. London. Connectivity IP Address: Login for the Avaya SAT: Administrative rights required. VoIP Monitor Login details See Create Login Account - Avaya 3 and earlier (page 18) or Avaya 4 and later (page 19) Mode: Key (A) (B) (C) Key (D) (E) (F) PBX (ACM 3 and later) Legacy (ACM 1 and 2) DEFINITY Obtain a username and password. Create a username and password for VoIP Monitor to access the Avaya PBX. SSH or Port 5022 (default) or port Telnet Port 5023 (default) or port RTCP Key Destination IP Address: Destination Port: (G) Port 5005 (default) or port Page 12 of 64

13 Getting Started CDR (optional) Key Port: See Procedure to Add an IP CDR Service (page 24). (H) Port (default) or port Format: See Setting CDR System Parameters (page 25). (I) Unformatted (default) Unformatted - enhanced Expanded Expanded - enhanced Date Format: See Setting CDR System Parameters (page 25). (J) or Month/Day (default) Day/Month Time Zone (e.g. GMT -5): (K) Other Key Alerts via - Server IP address or server name of the SMTP server that will be used to dispatch alert messages: (L) Alerts via - From The address that will be included in the 'From' field of the dispatched alert messages. (M) Alerts via - To The address to which alert messages will be sent. (N) Alerts via SNMP - Destination name or IP address plus port: (O) Alerts via SNMP - Community name: (P) Page 13 of 64

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15 Preparing the PBX Page 15 of 64

16 PROGNOSIS VoIP Monitor Preparing the PBX Before starting to install the PROGNOSIS VoIP Monitor software, the following preparations need to be made on the Avaya PBX so that call data can be obtained. Configure SAT User Profile - Avaya 4 and later (page 17) Create Login Account - Avaya 3 and earlier (page 18) Create Login Account - Avaya 4 and later (page 19) Configure RTCP Monitoring (page 20) The following optional procedure may also be undertaken in order to obtain full data metrics. Configure CDR Monitoring (page 22) Avaya SAT Access Most of the above procedures require access to an Avaya SAT (System Access Terminal) session on the PBX. Access to the SAT session can be made by either: A telnet session, e.g. >telnet <avaya_server_ip_address> <port_number> or Through a Web Browser, e.g. When the Avaya Web session opens go to the CM Administration section and select the Launch Native Configuration Manager link. NOTE: A username/password with administrative rights for the Avaya SAT will be required in order to gain access to the required configuration pages. Page 16 of 64

17 Preparing the PBX Configure SAT User Profile (Avaya 4 and later) A SAT (System Access Terminal) User Profile specifies which SAT screens may be accessed by the user assigned to the profile and the type of access that is available to each screen. As PROGNOSIS VoIP Monitor does not modify any system configuration, a SAT User Profile with limited permissions can be created to assign to the PROGNOSIS login account. In many cases the Avaya default profile number 18 may be used, alternatively a new SAT User Profile can be created using the following procedure. Step 1 Step 2 Open a SAT session and log on with administrative rights.. Execute the command: add user-profile <n> (where <n> is the next unused profile number) add user-profile 10 Page 1of 41 USER PROFILE 10 User Profile Name: PROGNOSIS This Profile is Disabled? n Facility Test Call Notification? n Grant Un-owned Permissions? n Shell Access? n Acknowledgement Required? n Extended Profile? n Name Cat Enbl Name Cat Enbl Adjuncts A y Routing and Dial Plan J y Call Center B y Security K y Features C y Servers L y Hardware D y Stations M y Hospitality E y System Parameters N y IP F y Translations O y Maintenance G y Trunking P y Measurements and Performance H y Usage Q y Remote Access I y User Access R y Step 3 Enter a descriptive name in the User Profile Name field and enable all categories by setting the 'Enbl' column for each item to 'y'. On Pages 2 to 41 of the USER PROFILE forms, set the permissions of all objects to 'rm' (read and maintenance). This can be accomplished by typing 'rm' into the 'Set All Permissions To' field. add user-profile 10 Page 2of 41 USER PROFILE 10 Set Permissions For Category: To: Set All Permissions To:rm Name Cat Perm aar analysis J rm aar digit-conversion J rm aar route-chosen J rm abbreviated-dialling 7103-buttons C rm abbreviated-dialling enhanced C rm abbreviated-dialling group C rm abbreviated-dialling personal C rm abbreviated-dialling system C rm aca-parameters P rm access-endpoints P rm adjunct-names A rm administered-connections C rm aesvcs cti-link A rm aesvcs interface A rm Step 4 Submit the form to create the user profile. Page 17 of 64

18 PROGNOSIS VoIP Monitor Create Login Account (Avaya 3 and earlier) PROGNOSIS VoIP Monitor needs to log into Avaya Communication Manager in order to obtain the required data. It may be desirable to create a login account specifically for VoIP Monitor with limited permissions. The following procedure provides the steps for creating a login account. Account Setup Procedure Step 1 Step 2 Step 3 Open a SAT session and log on with administrative rights. Execute the command: add login <login name> The <login name> must be between 2-8 characters using 0-9, a-z or A-Z. This will open the Login Administration screen. LOGIN ADMINISTRATION LOGIN BEING ADMINISTERED Login's Name: <loginname> Login Type: customer Service Level: non-super-user Days to Disable After Inactivity: LOGIN'S PASSWORD INFORMATION Login's Password: Change Password at First Login: n Password Ageing Cycle Length (Days): LOGOFF NOTIFICATION Facility Test Call Notification? y Remote Access Notification? y Reenter Password: Acknowledgement Required? y Acknowledgement Required? y Step 4 Set the Login Type to customer and the Service Level to non-super-user. Complete the password details for the login. When finished press Esc+e to submit the changes and then proceed to set the 'Permissions' (see the following instructions). Change Permissions Procedure Once the login account has been created the permissions need be set through the SAT shell. Step 1 Login to the SAT shell. Step 2 Execute the command: change permissions <login name>. Step 3 This will open the Command Permission Categories screen. On this screen set the Display Admin. and Maint. Data? field to y (yes) and the System Measurements? field to y (Yes). Step 4 When complete press Esc+e to submit the changes. Page 18 of 64

19 Preparing the PBX Create Login Account (Avaya 4 and later) NOTE: In Avaya version 4 and later, logins are created through the Avaya Maintenance Web pages rather than a SAT session. The following instructions are based on Avaya version Configure Login Group The following procedure is used to create an 'Access-Profile Group'. The 'Access-Profile-Group' corresponds to the SAT User Profile that should have been created earlier. See Configure SAT User Profile (page 17) for details. Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Using a Web browser, enter: https:\\<avaya_server_ip_address> This will open the Avaya Integrated Management Logon page. Input the appropriate Logon ID and Password. From the menu page click the Launch Maintenance Web Interface link. From the navigation panel on the left side click on Administrator Accounts. This will open the page for adding, deleting or changing administrator logins and login groups. Select the Add Group radio button, which is located towards the bottom of the page, and then click the Submit button. The Administrator Account - Add Group page will open. Select the Add a new access-profile group radio button and then select the applicable SAT User Profile from the drop-down box (this is the SAT Profile that was created earlier). NOTE: For Avaya versions the Add Group page will ask for a Group Name and Group Number. The Group Name is normally the user profile name, e.g. prof18. The Group Number ties the new login group to the SAT User-Profile that was created earlier. The value for this is obtained by adding the Access Mask Base (default value 1000) to the user profile number, e.g. use Group Number for User Profile prof18. Step 7 Click the Submit button. This will complete the login group creation. 2. Configure Login The next step is to create a login account for PROGNOSIS VoIP Monitor to access the SAT. Step 1 While still in the Avaya Maintenance Web pages, click on Administrator Accounts in the navigation panel on the left side. Step 2 Select the Add Login radio button then select SAT Access Only. Step 3 Step 4 Step 5 Click the Submit button to open the Add Logins page. Complete the following details for the login being created: Login name - Input the login name Primary group - select 'users' Additional groups - select the login group created in the 'Configure Login Group' procedure. Select type of authentication - click on the Password option. Enter password or key - Input the password. Re-enter password or key - re-input the password. Click the Submit button. This will complete the login configuration. Page 19 of 64

20 PROGNOSIS VoIP Monitor Configure RTCP Monitoring PROGNOSIS VoIP Monitor obtains data metrics from the Avaya IP telephony network by collecting Real-Time Control Protocol (RTCP) packets that are sent by Avaya endpoints, such as IP phones, IP Media Processor Boards and Media Gateways. These RTCP packets contain data about the performance of sessions running between the endpoints, including QoS measurements such as; network latency, jitter and loss which can be reported for each leg of a call. In order for VoIP Monitor to receive this RTCP data the Avaya PBX needs to be configured to send the reporting data to the IP address of the VoIP Monitor server. The following procedure provides the steps to enable Avaya endpoints to send RTCP information to the VoIP Monitor server. NOTE: The following screen illustrations are based on Avaya version 5.1 and minor screen variations may exist with other Avaya versions. However, the configuration settings should remain the same. Procedure to Setup the PBX Step 1 Step 2 Step 3 Open a SAT session and log on with administrative rights. Execute the command: change system-parameters ip-options In the RTCP MONITOR SERVER section input the following values; Set the Default Server IP Address to the IP address of the VoIP Monitor server Set the Default Server Port to 5005 Set the Default RTCP Report Period (secs) to 5. change system-parameters ip-options Page 1 of 3 IP-OPTIONS SYSTEM PARAMETERS IP MEDIA PACKET PERFORMANCE THRESHOLDS Roundtrip Propagation Delay (ms) High: 800 Low: 400 Packet Loss (%) High: 40 Low: 15 Ping Test Interval (sec): 20 Number of Pings Per Measurement Interval: 10 RTCP MONITOR SERVER Default Server IP Address: Default Server Port: 5005 Default RTCP Report Period (secs): 5 AUTOMATIC TRACE ROUTE ON Link Failure? y H.248 MEDIA GATEWAY H.323 IP ENDPOINT Link Loss Delay Timer (min): 5 Link Loss Delay Timer (min): 5 Primary Search Time (sec): 75 Periodic Registration Timer (min): 20 Step 4 When finished press Esc+e to submit the changes Page 20 of 64

21 Preparing the PBX Procedure to Setup the Network Regions Once the VoIP Monitor IP address has been set up on the Avaya PBX, the associated network regions can then be set to either use this IP address as their default setting or individual IP addresses can be added for each region. Step 1 Execute the command; change ip-network-region <n> (where <n> is the IP network region number to be monitored). Step 2 Set the RTCP Reporting Enabled? field to y (yes) and the Use Default Server Parameters? field to y (yes). change ip-network region 1 Page 1 of 19 IP NETWORK REGION Region: 1 Location: 1 Authoritative Domain: Name: Region 1 MEDIA PARAMETERS Intra-region IP-IP Direct Audio: yes Codec Set: 1 Intra-region IP-IP Direct Audio: yes UDP Port Min: 2048 IP audio Hairpinning? y UDP Port Max: DIFFSERV/TOS PARAMETERS RTCP Reporting Enabled? y Call Control PHB Value: 46 RTCP MONITOR SERVER PARAMETERS Audio PHB Value: 46 Use Default Server Parameters? y Video PHB Value: P/Q PARAMETERS Call Control 802.1p Priority: 6 Audio 802.1p Priority: 6 Video 802.1p Priority: 5 AUDIO RESOURCE RESERVATION PARAMETERS H.323 IP ENDPOINTS RSVP Enabled? n H.323 Link Bounce Recovery? y Idle Traffic Interval (sec): 20 Keep-Alive Interval (sec): 5 Keep-Alive Count: 5 NOTE: Only one RTCP MONITOR SERVER can be configured per IP network region. Step 3 Step 4 Repeat Step 2 for all IP network regions that are required to be monitored. When finished press Esc+e to submit the changes. The RTCP changes will take effect immediately for all calls, including those already in progress. Page 21 of 64

22 PROGNOSIS VoIP Monitor Configure CDR Monitoring (Optional) In order for PROGNOSIS VoIP Monitor to provide a full range of call metrics, the Avaya PBX needs to be configured so that Call Detail Records (CDRs) are sent to the IP address of the VoIP Monitor server. This is an optional setup, if CDRs are not configured the majority of call data will still be available to VoIP Monitor. To enable CDRs use the procedures that are described in the following topics on the Avaya PBX. Procedure to Add Node Names (page 23) Procedure to Add an IP CDR Service (page 24) Setting CDR System Parameters (page 25) Intra-switch CDRs (page 26) Trunk Groups (page 26) NOTE: The screen illustrations in this section are based on Avaya version 5.1 and minor screen variations may exist with other Avaya versions. However, the configuration settings should remain the same. Page 22 of 64

23 Preparing the PBX Procedure to Add Node Names Step 1 Step 2 Open a SAT session and log on with administrative rights. Execute the command: change node-names ip change node-names ip Page 1 of 2 IP NODE NAMES Name IP Address Name IP Address clan clan default medpro medpro procr vall prognosis Step 3 Complete the following fields: Name, add a name which describes the Monitoring Server. IP Address, add the IP address of the Monitoring Server. NOTE: If the PBX has an S85xx or S87xx series Media Server, then ensure that a valid node name for the CLAN board exists as well. If it has an S8300 series Media Server, then ensure that a valid node name for the PROCR also exists. Page 23 of 64

24 PROGNOSIS VoIP Monitor Procedure to Add an IP CDR Service The following steps will define the CDR link. Step 1 Execute the command: change ip-services change ip services Page 1 of 4 IP SERVICES Service Enabled Local Local Remote Remote Type Node Port Node Port CDR1 clan1 0 prognosis Step 2 Step 3 To define a primary CDR link, the following details should be completed: Service Type: Set to 'CDR1'. If this Service Type already exists a secondary link can be defined, if required, by setting the Service Type to 'CDR2'. Local Node: clan1 - Add the node name for the CLAN (S85xx or S87xx series) or PROCR (S8300 series). Local Port: 0 - The Local Port is fixed to 0 as Avaya Communication Manager will initiate the CDR link. Remote Node: prognosis - Add the node name for the PROGNOSIS VoIP Monitor server. This is the node name as set in the IP NODE NAMES screen at Step 3 of the previous procedure, please refer to Procedure to Add Node Names (page 23). Remote Port: The Remote Port may be set to a value between 5000 and inclusive. The default port for the VoIP Monitor server is for AVAYA_PBX, for AVAYA_LEGACY, or for AVAYA_DEFINITY. On page 3 of the IP SERVICES form, disable the Reliable Session Protocol (RSP) from the CDR link by setting the Reliable Protocol field to 'n'. change ip services Page 3 of 4 SESSION LAYER TIMERS Service Reliable Packet Resp Session Connect SPDU Connectivity Type Protocol Timer Message Cntr Cntr Timer CDR1 n Page 24 of 64

25 Preparing the PBX Setting CDR System Parameters The CDR SYSTEM PARAMETERS form of the Avaya SAT program should be set up with the required parameters for the type of calls to track and the format of the CDR data. Step 1 Execute the command: change system-parameters cdr Step 2 Step 3 change system-parameters cdr Page 1 of 1 CDR SYSTEM PARAMETERS Node Number: (Local PBX ID) CDR Date Format: month/day Primary Output Format: unformatted Primary Output Endpoint: CDR1 Secondary Output Format: Secondary Output Endpoint: Use ISDN Layouts? n Enable CDR Storage on Disk? n Use Enhanced Formats? n Condition Code 'T' For Redirected Calls: n Use Legacy CDR Formats? y Remove # From Called Number? n Modified Circuit ID Display? n Intra-switch CDR? y Record Outgoing Calls Only? n Outg Trk Call Splitting? y Suppress CDR for ineffective Call Attempts? y Outg Attd Call Record? y Disconnect Information in Place of FRL? n Interworking Feat-flag? n Force Entry of Acct Code for Calls Marked on Toll Analysis Form? n Calls to Hunt Group - Record: member-ext Record Called Vector Directory Number Instead of Group or Member? n Record Agent ID on Incoming? n Record Agent ID on Outgoing? y Inc Trk Call Splitting? n Record Non-Call Assoc TSC? n Call Record Handling Option: warning Record Call-Assoc TSC? n Digits to Record for Outgoing Calls: dialed Privacy - Digits to Hide: 0 CDR Account Code Length: 15 The following settings are recommended: CDR Date Format: month/day Primary Output Format: unformatted Primary Output Endpoint: CDR1 The following parameters define the type of calls that will be recorded and what data will be included in the record. Use Legacy CDR Formats? y Specifies the use of the Avaya Communication Manager 3.x ('legacy') formats in the CDR records produced by the system. Intra-switch CDR: y If CDRs are required for intra-pbx calls, then the 'Intra-switch CDR?' option must be set to 'y'. This setting allows call records for internal calls involving specific stations. Those stations must be specified in the INTRA-SWITCH-CDR form. Record Outgoing Calls Only? n Allows incoming trunk calls to appear in the CDR records along with the outgoing trunk calls. Outg Trk Call Splitting? y Allows a separate call record for any portion of an outgoing call that is transferred or conferenced. Inc Trk Call Splitting? n This will disallow a separate call record for any portion of an incoming call that is transferred or conferenced. This is the recommended PBX setting, although setting 'n' to all options is also possible. By using these recommended settings CDRs will be sent for most types of calls (conference calls, transfers, attendant) and intra-switch. Unless there is a requirement for any other particular option, the default should be 'n'. Page 25 of 64

26 PROGNOSIS VoIP Monitor Intra-switch CDRs CDRs are usually only sent when calls are made through a Trunk. In the case of an 'Intraswitch" call (i.e. a call that goes to another phone directly connected to the PBX) then a CDR will not be sent, unless Intraswitch CDR has been enabled. Intraswitch CDRs are only available if enabled for specific extensions. If the Intra-switch CDR field is set to y on Page 1 of the CDR SYSTEM PARAMETERS form, then the INTRA- SWITCH CDR form will also need to be updated to define the extensions that will be subjected to call detail recording. Step 1 Execute the command: change intra-switch-cdr change intra-switch-cdr Page 1 of 3 INTRA-SWITCH CDR Assigned Members: 6 of 4000 administered Extension Extension Extension Extension Step 2 In the Assigned Members field input the individual extensions whose usage will be tracked with the CDR records. Trunk Groups For each trunk group that CDR records are required, verify that CDR reporting is enabled. Step 1 Execute the command: change trunk-group <n> (where <n> is the trunk group number) change trunk-group 1 Page 1 of 21 TRUNK GROUP Group Number: 1 Group Type: isdn CDR Reports: y Group Name: Bondi H.323 COR: 1 TN: 1 TAC: 501 Direction: two-way Outgoing Display? y Carrier Medium: H.323 Dial Access? n Busy Threshold: 255 Night Service: Queue Length: 0 Service Type: tie Auth Code? n TestCall ITC: rest Far End Test Line No: TestCall BCC: 4 Step 2 Step 3 Check that the CDR Reports field is set to 'y'. Repeat for all trunk groups to be reported. Page 26 of 64

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