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2 Prognosis VoIP Monitor 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: 1 May 2013 Version: PVM 4.2 Trademarks Prognosis is a registered trademark of Integrated Research Limited. 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. 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 11

3 Introduction Prognosis VoIP Monitor is a comprehensive and scalable multi-vendor voice quality monitoring solution for Avaya, Cisco, and Microsoft Lync IP telephony. It provides a wide range of metrics including: QoS information such as MOS, latency, packet loss, and jitter; component availability, and device utilization. A browser-based interface provides easy configuration and data monitoring. Prognosis VoIP Monitor is based on the acclaimed Prognosis IP Telephony Manager cross-platform system management product and is designed as a monitoring tool that will provide a wide range of data metrics for Unified Communication Ecosystem. Please always visit VoiceQuality.com to download the latest version of Prognosis VoIP Monitor. Page 3 of 11

4 Prognosis VoIP Monitor Contents New and Changed Features... 5 Issues Resolved... 7 Limitations... 9 Known Issues...10 Page 4 of 11

5 New and Changed Features The latest enhancements that have been introduced into Prognosis VoIP Monitor from the previous version can be summarized as follows: R4.2 Microsoft Lync 2013 Standard or Enterprise Edition supported. Prognosis VoIP Monitor can now monitor Microsoft Lync 2013 Standard or Enterprise Edition sites. Prognosis VoIP Monitor will automatically discover the Lync environment topology from the Central Management Store (CMS) and provide monitoring for Lync server roles such as Front End, Mediation, and AV Conferencing. The status of these servers will be monitored as well as statistics on calls and voice quality. Microsoft Lync Conference Call Monitoring. Prognosis VoIP Monitor can now monitor conference calls for Microsoft Lync 2010 and Information available includes detailed real time conference call statistics, detailed real time conference voice quality statistics and an historical view of conference calls made in the environment. Microsoft Lync Conference Call and Voice Quality Correlation. Prognosis VoIP Monitor can correlate conference calls made to relevant voice quality information. Information on who has organized a particular conference call, the people who have joined the conference and call voice quality data is available. R4.1 First Responder Application. Prognosis First Responder Application version 1.1 release provides native support for ios 6 and iphone 5. It is available for download from itunes. Prognosis First Responder Application provides real time alerts management on iphone and ipad. R4.0 Multi-Vendor Support. Prognosis VoIP Monitor can now monitor multiple PBXs from different vendors concurrently on one monitoring server. Prognosis VoIP Monitor supports monitoring of Avaya Aura TM Communication Manager, Cisco Unified Communications Manager and Microsoft Lync. Prognosis VoIP Monitor will allow you to monitor up to 5,000 IP phones (up from 4250 IP Phones in the previous release) across a total of 10 Avaya PBXs, Cisco clusters and Microsoft Lync site. Avaya Aura TM Communication Manager version 6.2 supported. Prognosis VoIP Monitor can now monitor Avaya Aura Communication Manager up to version 6.2. Prognosis VoIP Monitor provides the latest Firmware Compatibility Matrix of devices, in addition to all the features supported in earlier Prognosis VoIP Monitor version. Cisco Unified Communication Manager version 5+ supported. Prognosis VoIP Monitor can now be used to monitor Cisco Unified Communications Manager clusters. Prognosis VoIP Monitor will automatically discover components of a Cisco cluster such as servers, phones, gateways, trunks and route patterns. The status of these devices will be monitored as well as statistics on calls and voice quality. Microsoft Lync 2010 Standard or Enterprise Edition supported. Prognosis VoIP Monitor can now be used to monitor Microsoft Lync 2010 Standard or Enterprise Edition Site. Prognosis VoIP Monitor will automatically discover the Lync environment topology from Central Management Store (CMS) and provide monitoring for Lync server roles such as Front End, Mediation, and Monitoring SQL Server. The status for these servers will be monitored as well as statistics on calls and voice quality. New User Experience. Prognosis VoIP Monitor now offers a new user experience. The new web-based interface covers both easy configuration and real time data monitoring. And the associated Prognosis First Responder Page 5 of 11

6 Prognosis VoIP Monitor R3.2 Application provides real time alerts management on iphone and ipad and it is available for download from itunes. Avaya Enterprise Survivable Servers (ESS) supported. ESS can now be identified and monitored by Prognosis VoIP Monitor. ESS media server is administered in Prognosis in the same manner as a PBX. Prognosis VoIP Monitor will automatically recognize the PBX as an ESS and the per-phone licensing count will be for the entire cluster. Media Servers hardware and configuration statistics for Communication Manager 5.2 and above. Media Server hardware and configuration metrics are now populated for Avaya Aura TM Communication Manager 5.2 and above. The data is gathered via SNMP and requires configuration of SNMP on the media servers and in the Prognosis VoIP Monitor configuration tool. Voice streams grouped by Media Gateway. Voice streams can now be grouped by Media gateway. This enables real time diagnostics of voice quality issues for Media Gateways by being able to filter all calls by the Media Gateway that the calls were terminated on. Avaya G700 Media Gateway voice streams supported. G700 Media Gateway voice streams are now identified by Prognosis VoIP Monitor. Users can configure G700 Media Gateway details into Prognosis VoIP Monitor, and it will automatically match the voice streams related to the G700 Media Gateway. R3.1 SIP Off-PBX stations supported Off-PBX stations of type SIP that are administered on Communication Manager are now classified as SIP station phones and their Off-PBX status displayed. Update to include latest Avaya phone models and types for correct license weightings SIP phone types have now been added as additional supported Avaya phone models. In addition Prognosis VoIP Monitor has been improved to classify all supported phones to the correct type (i.e analog, digital or IP). This will ensure that license weightings as shown on the Prognosis Licensing Display are accurate. IP Network Region improvements to show interconnected regions as used Support for inter-region connections has been added. Previously Prognosis VoIP Monitor only showed network regions as being connected if they were administered and in use. Now the interactions between regions will be taken into account and the relationship shown in the Avaya IP Network Regions Display. Communication Manager survey script available in SSH mode. This feature is mainly for Prognosis Support purposes and will allow PBX information to be obtained through the SSH interface when problem diagnosis is required. This will allow for faster issue resolution. Previously this PBX information was only available through a Telnet connection. R3 Support for the latest version of Avaya Aura TM Communication Manager 6.0 Support for Microsoft Windows 2008 R2 Server Support for Mozilla Firefox 3.6 and Safari 4.0 browsers Support for Microsoft Internet Explorer 7 and above Support for the Avaya G450 Gateway and S8800 servers Enhanced Online Real-time reporting for finished voice streams Prognosis License monitoring Page 6 of 11

7 Issues Resolved Issues are numbered differently depending upon where they are raised. Customer related issues are given call numbers while issues raised within Integrated Research are given a product prefix followed by an internal issue number. R4.2 AVO-1921 AVO-1923 Avaya phone firmware information was truncated on Avaya IP Phones by Firmware dashboard, and Avaya Phone Details dashboards. Now fixed. You Decide feature used to specify a time period for a report to run occasionally stop functioning. Now fixed. R4.1 AVO-1891 AVO-1890 AVO-1887 AVO-1886 AVO-1880 IPTMA-521 XLR-228 Dashboards using <periodquery> consistently return a "Unable to obtain the report period.." error. Now fixed. Avaya Station Displays not showing full extension numbers. Now fixed. Avaya voice stream MOS and detail drill-downs are not functioning. Now fixed. Cisco Call Details showing zero for some fields. Now fixed. Avaya Communication Manager (PBX) or ESS needed to be configured in UPPER case for Media Server monitoring. Upper, lower and mixed case can now be used. Avaya voice quality and status log reports showed only 2 days worth of data. This has now been fixed to show data for 7 days. Microsoft Lync auto-discovery required CMS (Central Management Store) and Monitoring SQL Server to be installed on the same machine. This requirement no longer applies. R4.0 AVO-588 AVO-510 AVO-478 AVO-320 AVO-2 To remove a PBX, you must stop Prognosis VoIP Monitor first On Windows 64-bit versions no warning message is given when trying to uninstall the product while the configuration tool is running Missing data when using Browser on same machine as VoIP Monitor Installation license paste button does not work on the second attempt IR Web User Interface conflicts with VMWare Server installations Page 7 of 11

8 Prognosis VoIP Monitor R3.2 AVO-302 S87XX Media Server interchange information is not available in ACM 5.x R3.1 OFBX-2939 OFBX-3015 Media gateway names not being resolved for the local endpoint. AvayaCallLegFinishedInformation record LOCEPID field is not updated with the Media gateway ID. R3 OFBX-2801 OFBX-2724 OFBX-2673 OFBX-2663 OFBX-2641 OFBX-2587 OFBX-2389 OFBX-2042 IPTM961: Implement improvement to Avaya XML to ensure that only in use ip-networkregions are interrogated Avaya PBX calls are displayed in the incorrect order Trunk Group Member status entries deleted when there is no update Unknown trunk groups are not counted towards the total trunk groups WebUI improvement changes Trunk Group parsing doesn't handle numeric characters in Trunk Group Name. Problem with wrapping long text on Web Interface Increase in false alerts after changing polling profiles to use 'Low' or 'Minimal' from 'high' or 'medium' Page 8 of 11

9 Limitations Prognosis VoIP Monitor has certain limitations in what it can do due to the method and technology it uses to collect information. The following limitations are known. No upgrade path from earlier versions of Prognosis VoIP Monitor (3.2 or below) to version 4.0 (or above). Prognosis VoIP Monitor 4.0 or above no longer provides monitoring for Avaya LEGACY and Avaya DEFINITY PBX. Adding or changing Cisco cluster configuration can take some time as connections for various interfaces need to be checked and components within Prognosis VoIP monitor might need to be restarted as well. System Limitations for PVM 4.0 or above monitoring The following limitations apply to a system to be monitored by Prognosis VoIP Monitor 4.0 or above: Maximum of 5,000 Users (Phones) Up to 40,000 BHCA (Busy Hour Call Attempts) If the environment to be managed is larger than that specified above, the Prognosis for Unified Communications product should be deployed instead. Page 9 of 11

10 Prognosis VoIP Monitor Known Issues The following issues are known at the time of product release and, where available, workarounds have been provided. Item No. Description 7938 Cannot use an Avaya logon credential that requires a PIN Symptom: Avaya PBX cannot be contacted for information retrieval as there is no facility for specifying a PIN when there is need for one. Workaround: Whether the PIN option comes up during log on depends on the Additional groups configuration in the Administrator account. Prognosis VoIP Monitor only requires prof18 as an additional group in the Administrator account to get access to the SAT commands. If ONLY prof18 is listed as the additional group for the account, then it should not require a PIN. Create a separate user for Prognosis VoIP Monitor only if necessary. AVO-1784 AVO-865 IIS lock down for password protection required Symptom: PBXs passwords entered in Prognosis VoIP Monitor configuration dashboard can be viewed by any users other than administrators. Workaround: Industry Security Best Practice recommendations for IIS lock down and password protection documents has been provided in VoiceQuality.com website. Administrators are advice to follow the documentation to protect their VoIP environment. Memory and CPU usage by internet browsers can be high Symptom: If Prognosis VoIP monitor has been running for a long period of time on a browser, the browser may consume high memory and CPU. Workaround: Internet browsers have different characteristics, user should consider close and reopen tabs for Prognosis VoIP Monitor. Alternatively, restart the browser. AVO-1934 Prognosis VoIP Monitor may require a restart after the initial Lync auto-discovery. Symptom: Lync dashboards may not be populated with data after the initial Lync environment autodiscovery process has been completed. Workaround: Users should restart Prognosis VoIP Monitor after the initial auto-discovery has been completed. Page 10 of 11

11 Item No. AVO-1965 Description Monitored Lync site may no longer be listed in the VoIP Monitor Configuration - Home section after upgrading to Prognosis VoIP Monitor 4.2 Symptom: After upgrading to Prognosis VoIP Monitor 4.2, any existing Lync site monitoring may no longer be listed in the VoIP Monitor Configuration Home section. The monitoring of the Lync environment on all other monitoring dashboards will be normal and no data loss will occur. Workaround: Users who would like to see their Lync environment listed in the VoIP Monitor Configuration Home section are recommended to re-auto discover their Lync environment. Upon completion, the Lync site monitored will then be listed in the Home section. Page 11 of 11

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