Session 1.11 Gestion de réseau pour les environnements de téléphonie IP

Transcription

1 1 Session 1.11 Gestion de réseau pour les environnements de téléphonie IP Francis Girard 2003, Cisco Systems, Inc. All rights reserved. 2

2 Agenda A look at IP telephony management Managing the Telephony System Cisco CallManager Serviceability Managing the Infrastructure CiscoWorks Network Management Products 3 Telephony Management is a Century old Problem No dial-tone There is an echo on my call The other caller sounds like cra. My phone don t work! I get dial-tone but I can t dial I can t get an outside line I didn t change anything 4

3 Finger Pointing Used To Be Easy Fixed Phones PBX External Wiring PSTN Craft Terminal 5 Today, Finger-pointing Is Harder CallManager IP fabric PTT PSTN/PTT 6

4 Many perspectives of voice management IP Telephony Management Telecom BHCA Trunk Utilization Call Accounting Voic Data Networking SNMP MIBS QoS Bandwidth avail. Security Server Admin. CPU & Memory Disk Capacity OS Efficiency DoS Attacks Application Mgmt Database schemas Interoperability APIs Viruses Media Convergence = Management Convergence 7 Agenda A look at IP telephony management Managing the Telephony System Cisco CallManager Serviceability Managing the Infrastructure CiscoWorks Network Management Products 8

5 Managing the Telephony System Cisco CallManager Administration Configure, manage and administer Bulk Admin Tool (BAT) Tool for Auto-Registered Phone Support (TAPS) Cisco CallManager Serviceability Remote Serviceability Tools 9 Cisco CallManager Serviceability 10

6 Cisco CallManager Serviceability Service Activation (New in CCM 3.3) Control Center Alarms Traces Trace Analysis & Bulk Trace Analysis Real-Time Monitoring Tool (RTMT) Phone Problem Reports Viewer (New in CCM 3.3) Quality Report Tool (QRT) CDR Analysis and Reporting (CAR) Renamed from Administrative Reporting Tool (ART) in CM Alarms Alarm Configuration Destination Event Log SDI trace SDL trace Syslog Alarm Filters Alarm Definition Description Severity Explanation Recommended action Parameters User Defined Text 12

7 Real-Time Monitoring Tool (RTMT) Renamed from Admin Serviceability Tool Monitors Performance, Devices and CTI Apps Monitors Heartbeat Resource Usage Last 24 hr. Calls Process Activity Directory Servers Alert notification Thresholds Device status change Popup 13 Remote Serviceability Tools Microsoft Performance Microsoft Event Viewer Cisco Secure Telnet Show Command Line Interface Simple Network Management Protocol Path Analysis Interface System Log Management Cisco Discovery Protocol 14

8 Microsoft Performance Start > Programs > Administrative Tools > Performance 15 Event Viewer Start > Programs > Administrative Tools > Event Viewer 16

9 Simple Network Management Protocol Requires Microsoft Windows 2000 SNMP service The Cisco SNMP extension agents are loaded by the Microsoft Windows 2000 SNMP service SNMP community names & trap destinations are configured in the Microsoft Windows 2000 SNMP service Verify the Call Manager Configuration 18 Supported MIBs & Traps Supported MIBs CISCO-CCM-MIB.my CISCO-CDP-MIB.my SYSAPPL-MIB.my Supported Traps Cisco CallManager failed Phone failed Phones status update Gateway failed Media resource list exhausted Route list exhausted Gateway layer 2 change 20

10 Real-Time Information Monitoring Cisco CallManager supports three real-time information monitoring applications: Microsoft Performance (Perfmon) Real-Time Monitoring Tool (RTMT) SNMP management information base (MIB) Counter Similarities Cisco CallManager Perfmon Counters, RTMT, and CCM_SNMP_MIB callmg/3_2/service/ccmsrvs/ssappdxa.htm# System Log Management - Syslog 23

11 Agenda A look at IP telephony management Managing the Telephony System Cisco CallManager Serviceability Managing the Infrastructure CiscoWorks Network Management Products 24 CiscoWorks Network Management IP Telephony Environment Monitor (ITEM) Network Connectivity Monitor (NCM) LAN Management Solution (LMS) QoS Policy Manager (QPM) Internetwork Performance Monitor (IPM) Network Analysis Module (NAM) 25

12 IP Telephony Environment Monitor [ITEM] Provides the real-time health and status of Cisco IP telephony implementations 26 Managing Enterprise IP Telephony IP Telephony IP PBX CCM IP fabric AT&T Gateway Sprint Gateway PSTN/PTT 27

13 Managing Enterprise IP Telephony VHM Voice Health Monitor DFM Device Fault Manager IP Telephony IP fabric 28 IP Telephony Environment Monitor Bundle Contents Optional ITEM CCO downloads CD One Voice Health Monitor Device Fault Manager IP Phone Fault History Information Utility Gateway Statistics Utility IP Phone Help Desk Utility CiscoWorks Server, CiscoView & Integration Utility Voice Fault Detection and Notification Fault Detection and Notification Historical Fault and Alert Data Detailed IP Phone Information Statistics About CCM Controlled Gateways Information About Individual Phone Extensions Platform Support Windows 2000 platform Customers with Solaris can install DFM and CD-One on Solaris, but VHM requires Windows

14 Device Fault Manager Device level fault analysis for Cisco products MIBs, Polling Intervals and Thresholds Set - OUT OF THE BOX Identify POSSIBLE Problems Monitor for high availability NO RULES TO WRITE 30 Device Fault Manager System Elements Monitored Routers Switches Hubs Exception Connectivity IP polling Operational SNMP polling Excessive Restarts Operational Operational Environmental Temp state Temperature Relative temp Temperature Voltage state Power Supply Relative voltage Fan state Power Supply Temperature Power supply state Power Supply Processor & Memory Backplane utilization Resource Free memory Resource Memory buffer misses Memory buffer utilization Resource Resource Memory fragmentation Resource Processor utilization Resource 31

15 Device Fault Manager Port and Interface Elements Monitored Managed Switch Port Groups Managed IP Addressable Interfaces Ethernet ATM Ethernet ATM Serial TR FDDI Others Dial on Demand Backup Broadcasts Collisions Discards Errors Queue Drops Utilization Port Flapping Backup Activated Maximum Uptime Oper Down Performance Exception Operational Exception default DFM settings, can be changed by admin 32 Voice Health Monitor Pro-active fault detection of VoIP elements to minimize network down-time Demonstrate VoIP system reliability with real-time status reports on CCM, switches, and router gateways Assist in quick troubleshooting and repair with problem indicators and trap forwarding Converged network health dashboard Provides Confidence Testing Requires DFM Real Time Dashboard Summary view > Status View> Device Detail 33

16 Voice Heath Monitor System Elements Monitored Connectivity MCS ICS 7750 Inline Power Switch Voice Gateway Exception Unresponsive (ICMP) Operational Unresponsive (SNMP) Operational Too many inactive phones Lost contact with Call Mgr cluster Operational Connectivity Environmental Temp sensor down Temp high Fan down Power supply state Temperature Temperature Temperature Power Supply System Processor utilization Resource Physical memory Resource Hard disk space Virtual memory Resource Resource RIB card battery down Resource VHM Imported from DFM 34 Voice Heath Monitor Application Elements Monitored Interface MCS ICS 7750 Inline Power Switch Voice Gateway Exception Oper status down Operational Admin status down Operational Application Call Mgr status Workflow app status Voice services status Application Application Application Application Monitoring Phone registration App. Mon Off Hook transaction App. Mon Empty call App. Mon End to end call App. Mon Phone to gateway App. Mon Phone to conf. bridge App. Mon TFTP download App. Mon VHM Imported from DFM 35

17 VHM Focused IP Phone Monitoring User has the ability to specify a limited number (65 per CCM and 100 per implementation) of IP telephones that are subject to focused, special monitoring Specialized alerting when phone is not responding to keep-alive heart-beat from CallManager and subsequent specialized pings 36 Confidence Testing Formerly called synthetic testing Function is to replicate actual activity that a normal user would experience to validate operational behavior: hence confidence test 38

18 Confidence Testing IP Phone Start Up Call Manager Call Manager Synthetic IP Phone DHCP 1 IP Phone VHM IP Phone Startup 1 Get IP address via DHCP 2 TFTP image from Call Manager 3 Registers to Call Manager (SCCP) VHM Monitored Elements From Synthetic Phone 2 TFTP image from Call Manager 3 Registers to Call Manager (SCCP) Application Monitor exception reported on error 39 Confidence Testing IP Phone Call Mechanics Call Manager A B IP Phone Call from A to B 1 Phone A off hook & dial tones 2 Phone A dial digits & ringback signal 3 Call Mgr Notify B to ring 4 Phone B off hook 5 IP Voice traffic from A to B Call Manager bridge d VHM c a b Synthetic IP Phone X Y VHM Simulated Calls a Phone X off hook (1 above) b Empty call, look for ringback (1-2 above) c End to End call X to Y (1-4 above) Wait for Y to go off hook d Phone to gateway/bridge (1-4 above) Call from X to bridge and wait 20 sec for off hook Application Monitor exception reported on error 40

19 ITEM Fault Notifiers VHM and DFM can forward notifications: File, and Trap notifiers Configuration files to subscribe to specific events (otherwise ALL notifications are sent) Adapter to send mail (and generate page) to staff Trap Adapter sends events to other trap listeners or MoM (HPOV NNM, CIC, etc) File Adapter can be used to log all notifications to external flat file (feed to external scripts, etc) 41 IP Telephony Environment Monitor Bundle Contents Optional ITEM CCO downloads CD One Voice Health Monitor Device Fault Manager IP Phone Fault History Information Utility Gateway Statistics Utility IP Phone Help Desk Utility CiscoWorks Server, CiscoView & Integration Utility Voice Fault Detection and Notification Fault Detection and Notification Historical Fault and Alert Data Detailed IP Phone Information Statistics About CCM Controlled Gateways Information About Individual Phone Extensions Platform Support Windows 2000 platform Customers with Solaris can install DFM and CD-One on Solaris, but VHM requires Windows

20 Fault History Fault History is a Drop-In to DFM and VHM, downloadable from CCO Fault History DB stores up to 15 days of fault history information Database trimming occurs automatically User can reduce the number of days Search by Device or by Fault Condition Reports can be exported as CSV file 43 Fault History Search by Fault Condition 44

21 Fault History Sample Report 45 IP Phone Information Utility Drop-in to ITEM, downloadable from CCO Provides searchable table of all IP Phones Table contains Phone extension, MAC Address, IP Address Registration Status, Phone Type CCM Address, Switch Address, Switch Port, Port VLAN status, VLAN name & ID Cascaded status 46

22 IP Phone Information Utility Find IP Phone Search by directory number, MAC address, or IP address Pop-up window shows information for target IP phone 47 IP Phone Detail Blue text is active link to launch web interface on the phone! 48

23 IP Phone Movement Reports To generate the report, physically move one of the phones in your pod to another port/switch. Select IP Phone Move from the Displays drop-down list box, and click View. The IP Phones Move Details display opens. (NOTE: It may take upto 5 min for the utility to report the phone movement) 49 IP Phone Help Desk Utility Drop-in to ITEM, downloadable from CCO Tool for Help Desk staff or others without direct access to ITEM Gives RO access to summary information about individual IP Phones Runs as Windows 2000 application 50

24 IP Phone Help Desk Utility 51 IP Phone Help Desk Utility 52

25 Gateway Statistics Utility Drop-in to ITEM, downloadable from CCO Collects performance and behavior statistics about Cisco CallManager (CCM) controlled IP telephony gateways. Collected statistical information is exported for processing by reporting packages for capacity planning and management and for trend information. 53 Gateway Statistics Utility User must schedule capture Creates a study defining what devices are to be polled and when data is to be retained Some restrictions -- max: 18 hours a day User must export data Use in reporting package or spreadsheet Fixed format for all record types 54

26 Network Connectivity Monitor [NCM] Provides Automated network connectivity and impact analysis 55 Device Fault Management IP fabric CiscoWorks Device Fault Manager 56

27 Device & IP Telephony Fault Management IP Telephony CiscoWorks ITEM IP PBX IP fabric CiscoWorks Device Fault Manager AT&T Gateway Sprint Gateway PSTN/PTT 57 Device, IP Telephony & Network Connectivity Fault Management IP Telephony CiscoWorks ITEM IP fabric IP PBX CiscoWorks Device Fault Manager CiscoWorks Network Connectivity Monitor AT&T Gateway Sprint Gateway PSTN/PTT 58

28 Network Connectivity Monitor Automated network connectivity and impact analysis for networks based on Cisco products and technologies Consolidation and integration of CiscoWorks NCM, DFM, or ITEM fault and operational health analysis Focused on users taking corrective action Integration with user s present mode of operations, including multivendor MoMs: HP OpenView, Tivoli NetView, Cisco Info Center, SMARTS InCharge, etc. Regular incremental device support for new Cisco devices 59 Integrating with Customer s Present Mode of Operations (PMO) Manager of Managers Network Management Layer Multi-Vendor MOMs HP OpenView, Tivoli NetView, Cisco Info Center, SMARTS InCharge etc. CiscoWorks Network Connectivity Monitor Actively monitors for network connectivity faults Element Management Layer Element Layer Non-Cisco Devices & Element Managers VMS Security Monitor RME Change Audit Cisco Works ITEM Cisco Works DFM 60

29 LAN Management Solution [LMS] 61 LAN Management Solution (LMS) CD One Resource Manager Essentials Campus Manager RealTime Monitor Software Device Fault Manager CiscoWorks Server, CiscoView& Integration Utility Device Inventory, Configuration & Software Mgmt Topology Services, Path Analysis, & User Tracking RMON Traffic Monitoring and Troubleshooting Fault Detection and Notification 62

30 Resource Manager Essentials Tools for administration of routers and switches Internet technology for building Management Intranets & integrating Cisco web-based products Inventory Manager Software Image Manager Syslog Analyzer Availability Manager Configuration Manager Change Audit Services 63 Campus Manager Tools for managing Cisco Catalyst and LightStream switches Network based management of switch services and traffic performance Enhanced network discovery and topology mapping Layer 2 Device Management Layer 2 Topology Mapping VLAN Management Extended ATM Management End-station mobility and tracking Path Trace Analysis Application Server Applications (Call Manager, etc) launched from Service Attributes pop up window App Services 64

31 Campus Manager VoIP Handset Tracking Associate MAC address, IP address, phone number, switch port, user name Search, sort, and export 65 Campus Manager Call Trace and Path Analysis 66

32 QoS Policy Manager [QPM] 67 QPM Delivers Comprehensive QoS Management for Voice Suite of management functions allow network administrators to fully leverage the Cisco intelligent IP infrastructure, enable network-wide QoS for voice and obtain precise, easy to understand QoS information with monitoring and reporting Provisioning Monitoring Reporting Reporting Voice QoS ready devices Deployment audit Device Overwrite Report Recommendations via Wizards,Templates Verification Customize Device QoS Troubleshooting 68

33 Internetwork Performance Monitor [IPM] 69 Internetwork Performance Monitor Component of RWAN WAN troubleshooting Measures hop-by-hop response time, availability, jitter, and drops Provides real-time and historical reports Utilizes Service Assurance Agent embedded in Cisco IOS Validates and measures TCP, UDP, HTTP, VoIP, DNS, ICMP with QoS awareness 70

34 Network Analysis Module [NAM] 71 Catalyst 6000 NAM Network Analysis Module Integrated Traffic Monitoring solution for Catalyst 6000 Family Enables full Traffic Monitoring Real time traffic analysis Performance monitoring Troubleshooting Web based embedded Traffic Analyzer for VoIP, QoS(DSMON), Application Response Time (ART), VLAN(SMON) monitoring 72

35 VoIP monitoring using NAM Active Call Setup, Phones: Quality: QoS: monitor call set up, endpoints, phone owners, call metrics monitor jitter, packet loss for calls, phones and protocols monitor the effectiveness of QoS policies and guard against violations using DSMON Application Response Time: monitor for delays in call manager responses using ART Trouble-shooting: capture and decode voice packets, set alarms 74 Summary 76

36 Summary Cisco provides a suite of management tools that help ensure the manageability of converged networks that support Ciscobased IP telephony Proactively monitor Cisco elements that support voice in the network Provides real-time, detailed fault analysis of Cisco devices in IP telephony environments Uses confidence testing to replicate network activity associated with IP telephony implementations Networks need to be more manageable to be more available Network administrators must establish their requirements and then select the proper management solutions and tools Tools such as ITEM & NCM eliminate the need for costly and time consuming custom rule and implementation development 77 References Cisco CallManager Serviceability Administration Guide Cisco CallManager Serviceability System Guide MIB Locator MIBs Polled and SNMP Traps Processed Cisco CallManager Perfmon Counters, RTM, and CCM_SNMP_MIB System Error Messages for Cisco CallManager Troubleshooting Guide for Cisco CallManager, Release 3.3(2) / Troubleshooting Tools Field Notice Tool Software Evaluation Program & NFR Subscription Incremental Device Update (IDU) 78

37 Merci N oubliez pas de remplir votre formulaire d évaluation. 2003, Cisco Systems, Inc. All rights reserved