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

Transcription

1 PROGNOSIS VoIP Monitor 3.1 Avaya Aura Communication Manager Voice Quality Monitoring Solution User 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 56

3 Contents Introduction... 5 Web Interface... 7 Web Interface... 8 Log in Procedure... 9 Web Interface Window...10 Toolbar...11 Navigation...12 Data Displays...13 Data Displays...14 Avaya Systems Display...15 Avaya Voice Streams Display...17 Avaya Voice Stream Details Display...19 Troubleshoot Open Alerts...20 PROGNOSIS Licensing Display...21 Avaya Reports Display...23 Avaya PBX Display...24 Avaya SAT Connection Status Display...26 Avaya PBX Busy Hour Display...27 Avaya Monitoring Node Display...28 Avaya Maintenance Worksheets Display...29 Avaya Alarms Display...31 Avaya PBX Network Device Displays...32 Avaya Boards Display...33 Avaya LSPs Display...34 Avaya Media Gateways Display...35 Avaya Media Servers Display...36 Avaya IP Network Regions Display...37 Avaya Phones Display...38 Avaya Port Networks Display...40 Avaya Route Patterns Display...41 Avaya Trunk Groups Display...42 Reports...43 Reports...44 Thresholds and Alerts...45 Thresholds and Alerts...46 Avaya_Alert Threshold...47 Technical Support...53 Technical Support...54 Index...55 Page 3 of 56

4

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 56

6

7 Web Interface Page 7 of 56

8 PROGNOSIS VoIP Monitor Web Interface PROGNOSIS VoIP Monitor includes the Tomcat Web Server and a Web interface that allows system data to be viewed using a Web browser. A list of the various Web Browsers that are supported can be found in the Installation and Configuration Guide. The benefit of the Web browser is that it allows monitored data to be viewed from virtually anywhere. The following topics provide an overview of how to access and navigate around the VoIP Monitor Web interface window. Log in Procedure (page 9) Web Interface Window (page 10) Navigation (page 12) Toolbar (page 11) Data Displays (page 14) Page 8 of 56

9 Web Interface Log in Procedure Use the following procedure to access the PROGNOSIS VoIP Monitor Web Interface. Procedure Step 1 Step 2 On the machine where VoIP Monitor is installed, from the Windows operating system Start menu select; All Programs > PROGNOSIS VoIP Monitor > PROGNOSIS VoIP Monitor Alternatively, from the same or a remote machine, open a Web browser and input the VoIP Monitor URL. The URL will normally be: The ip-address will be the machine where VoIP Monitor has been installed and the port number will depend upon the Tomcat Web server setup. The current port being used can be obtained from the PROGNOSIS Server page of the Configuration tool, this will normally be port 80 or Wait a few moments whilst VoIP Monitor loads and then the Login Screen will open. Step 3 Input your Username and Password. This should be the same Username and Password as used to log in to your network. The Username can be input in the format of either: \<domain>.<user> or <domain\<user> Select the Login button to open the Web Interface. NOTE: Should your login fail, please return to the PROGNOSIS Server page of the Configuration Tool and ensure that the Services section shows 'ALL PROGNOSIS Services are running'. If not, click the Start button. Page 9 of 56

10 PROGNOSIS VoIP Monitor Web Interface Window Aside from the toolbar, tabs and other features of the Web Browser, which are located at the very top of the window, the PROGNOSIS VoIP Monitor Web Interface consists of its own toolbar at the top, a selection of one or more tabs and the main data display area. Toolbar The toolbar includes a set of icons that when clicked provide access to numerous PROGNOSIS VoIP Monitor functions. For details about these various toolbar functions please refer to the Toolbar topic (page 11). Tabs A Tab is provided at the top of each open data Display. When multiple Displays are open these tabs are used to navigate between each one. See the Navigation topic (page 12) for further details. Data Displays The main area of the window is used to present collected data. This is done through a range of presentations which are referred to as Displays. Each Display consists of a collection of tables and/or graphs which depict real-time data for a specific category of metrics, for example, SAT Connection Status or Voice Streams. To permit navigation from one Display to another a series of 'Links' and/or 'Drill-downs' are provided. When these are clicked another Display will open that contains more detailed or related data, for further details about 'Links' and 'Drill-downs' please refer to the Navigation topic (page 12). IMPORTANT NOTE: Once you have logged in to the VoIP Monitor Web Interface, please do not use the Back button on the Web Browser. Using the Back button may cause a loss of connectivity with the VoIP Monitor server. Page 10 of 56

11 Web Interface Toolbar Located along the top of the PROGNOSIS VoIP Monitor Web Interface is the toolbar. This consists of a set of icons that when clicked provide access to a number of VoIP Monitor functions This will put the Browser in Online mode where real-time information about the monitored Avaya IP telephony environment can be viewed by using Data Displays. This will open the Reports screen. A search box will be shown on the left hand side of the screen where you can search for, or select, published reports. Reports contain historic data that has been published for a specified time period. This will log you out from your current Web interface session. Select this icon to refresh the Web screen. This is the Help icon, it is used to display this User Guide Opens the VoIP Monitor Community Web site - VoiceQuality.com. Close all Displays. Close current Display (located on the tab of the open Display). Page 11 of 56

12 PROGNOSIS VoIP Monitor Navigation Each PROGNOSIS VoIP Monitor Display will include one or more 'Links' and/or 'Drill-downs' and these provide a method of navigation from one Display to another. Links Links are shown on a Display by standalone underlined text. Clicking on this text will open a further Display that contains associated information. Drill-downs Drill-downs are shown on a Display by underlined elements within a data table or graph legend. Clicking on a Drill-down will open a further Display that contains more detailed information about the specific data element that was clicked on. Tabs Multiple Displays can be open at any one time. When a Link or Drill-down is clicked and a new Display opens, the existing Display will remain open as a tab in the VoIP Monitor Web Interface. To move back and forth between Displays use the tabs that are located across the top of the open Display, below the toolbar. Closing a Display To close the current Display, click on the button that is located on the tab. To close all the Displays that are currently open click the button in the toolbar. Page 12 of 56

13 Data Displays Page 13 of 56

14 PROGNOSIS VoIP Monitor Data Displays PROGNOSIS VoIP Monitor comes with a selection of pre-packaged Displays that provide logical easy-to-use graphical representations of the collected data. These Displays allow for the immediate start of system monitoring and they provide: A view of 'real-time' data from the configured Avaya infrastructure. Problem resolution by providing troubleshooting displays with access to in-depth information. Service-level monitoring in order to ensure high call quality and optimal customer satisfaction. The Displays are accessed through the initial Avaya Systems Display (page 15) which will open automatically upon starting VoIP Monitor. This Display provides a list of all the configured PBXs that have been set up for monitoring through the Configuration tool. From here you can drill-down on a specific PBX for a range of detailed information. Page 14 of 56

15 Data Displays Avaya Systems Display The Avaya Systems Display is the default Display which will open automatically when PROGNOSIS VoIP Monitor is started. This Display lists each PBX that has been configured for monitoring together with the following data for each one: Number of SAT connections, Number of major and minor alarms, Percentage of total processor (CPU) occupancy, Number of phones and trunk groups whose status is currently UP along with the total available, Plus, a drill-down to the Avaya Monitoring Node Display. NOTE: No SAT connections will mean that no data will be available to the Displays. In addition, an area graph is included at the bottom of the Display that shows the MOS (Mean Opinion Score), i.e. Fair, Good, Poor or Unacceptable, for the total number of active voice streams across all PBXs configured in the system. Links Voice Quality Clicking on this link will open the Avaya Voice Streams Display (page 17) which provides detailed Erlang status data for each PBX. PROGNOSIS Alerts This link will open the Troubleshoot Open Problems Display (page 20). This Display provides a list of all recently open problems that have been detected by VoIP Monitor. PROGNOSIS Licenses This link will open the PROGNOSIS Licensing Display (page 21). This Display shows the current PROGNOSIS VoIP Monitor license allocation. Page 15 of 56

16 PROGNOSIS VoIP Monitor Online Reports This link will open the Avaya Reports Display (page 23). Here a selection of pre-configured reports for Voice Stream data are available. Drill-downs Data in the following columns offer drill-downs to further Displays that provide more detailed information; PBX Column Opens the Avaya PBX Display (page 24) which shows monitored performance data for the selected PBX. SAT Column Opens the Avaya SAT Connections Status Display (page 26) which shows detailed information about the SAT connections for the selected PBX. Major and Minor Columns Clicking a item in either of these columns will open the Avaya Alarms Display (page 31) where full details of each alarm can be viewed. Change Column Selecting the Config link will open the Avaya Monitoring Node Display (page 28). Page 16 of 56

17 Data Displays Avaya Voice Streams Display The Avaya Voice Streams Display provides information and statistics for all calls that take place through all monitored PBXs. Each call consists of two Voice Streams, an outgoing stream and an incoming stream. This Display provides an easy interface to view the call and line activity and provides the ability to drill-down to see more detailed information. Accessing the Display From the Avaya Systems Display click on the Voice Quality link or from the Avaya PBX Display click on the data in the Streams column. Display Data This Display provides detailed Voice Stream data for each call. This data includes: Local and remote endpoint identifiers. For an IP phone this will be the extension number, for a Gateway it will be the Board number and if unknown the IP address will be shown. Type - Voice stream type. Duration - Call duration in seconds. MOS - Last calculated Mean Opinion Score (MOS) for the call leg. Latency - The last observed latency of the remote media at the local endpoint. Packet Loss% - The last observed packet loss percentage at the endpoint. Jitter - The last observed jitter of the remote media at the local endpoint. A graph is also included that shows the number of Voice Streams per interval, categorized by MOS levels. Page 17 of 56

18 PROGNOSIS VoIP Monitor Drill-downs Drilling-down on an extension number in the Local or Remote columns will open the Avaya Phone Details Display which provides detailed information about the particular hardware device. Drilling-down on a Gateway Board number in the same column will open the Avaya Media Processor Board Display which provides detailed status and availability information for the board components. Drilling-down on the Details indicator in the View column will open the Avaya Voice Stream Details Display (page 19) which shows a range of information about the particular call. Links All PBXs This Display. by PBX Selecting this link will open the Avaya Voice Streams by PBX Display where voice stream MOS data is provided summarized by each monitored PBX. View Finished: Streams This link opens the Avaya Finished Voice Streams Display which provides a list of all Voice Streams that finished either 1 or 24 hours ago, or 8, 15, 22 or 29 days ago. The following links on the Avaya Voice Streams Display are used to sort the data that will be shown; No Filter This will show all active IP call leg data Degraded This will only show degraded call leg data Latency This will show call leg latency data. In VoIP terminology, latency refers to a delay in packet delivery. VoIP latency is a service issue that is usually based on physical distance, hops, or voice to data conversion. Packet Loss This will show call leg packet loss data. Packet loss occurs when one or more packets of data traveling across the VoIP network fail to reach their destination. Packet loss can be caused by a number of factors, including signal degradation over the network, oversaturated network links, corrupted packets rejected intransit or faulty networking hardware. Jitter This will show call leg jitter data. In VoIP terminology, jitter is the variation in the time between packets arriving, caused by network congestion, timing drift, or route changes. Page 18 of 56

19 Data Displays Avaya Voice Stream Details Display The Avaya Voice Stream Details Display provides detailed information about a selected call. This information is helpful when troubleshooting a particular call for any reported problems. Accessing the Display From the Avaya Voice Streams Display, click on the Details indicator in the View column of the required Voice Stream. Display Data This Display provides detailed data about the selected call, including; Start and stop times, Local and remote extension and PBX details, Hardware used, MOS, Latency, Packet Loss and Jitter statistics, Number of packets sent, received and lost, MOS Cost, Trunk Group details Associated voice Stream data, Call Hops used (The type of Hop is shown as 'R' for Router and 'G' for Gateway). Link Quality of Service Clicking on this link will open the Avaya Voice Stream QoS Display. This Display provides a depiction of the Mean Opinion Score (MOS), Latency, Packet Loss percentage and Jitter for the selected Voice Stream. Page 19 of 56

20 PROGNOSIS VoIP Monitor Troubleshoot Open Alerts The Troubleshoot Open Alerts Display provides a list of alerts that are currently in an 'Open' status for the entire monitored environment. These alerts are raised by the PROGNOSIS VoIP Monitor Threshold (page 46) which scans selected data looking for one or more pre-defined conditions. When a Threshold condition is found to be 'true' then the Threshold will be triggered and an alert will be raised. Accessing the Display From the Avaya Systems Display click on the PROGNOSIS Alerts link. Display Data The problem summary list details each open alert by showing an Alert ID, source node, time the alert was raised, its current status and a descriptive text message. In addition, on the left hand side a color code indicates the alert severity; Red - Critical, Orange - Error, Yellow - Warning and Blue - Information. Alerts will remain open until VoIP Monitor detects that the issue is not longer present, this can occur by the issue correcting itself in the next monitoring interval or by user interaction to correct the problem. Links Links are available at the top of the Display to locate specific alerts by ID number and also view the list of recently closed alerts. Drill-downs Clicking on an Alert ID number will drill-down to a further Display showing detailed information about the selected issue. In certain cases this Display provides the facility to acknowledge an alert and/or approve the running of a pre-defined command that will attempt to correct the issue. Page 20 of 56

21 Data Displays PROGNOSIS Licensing Display This Display shows the current PROGNOSIS VoIP Monitor license allocation which can be useful in helping to determine future license requirements.. Accessing the Display From the Avaya Systems Display click on the PROGNOSIS Licensing link. Display Data This Display provides detailed license allocation data for each registered phone. This data includes: Current License Allocation This indicator, in the top left of the Display, shows the total number of licenses that are available for this installation of VoIP Monitor to use. Licenses Required by Phone Weighting This table shows a breakdown of the number of each phone type being monitored and the associated VoIP Monitor license usage. Licensing is based on a weighting system according to each phone type. The following table shows the weightings that are employed. Device Type License Weighting Adjunct 0.1 Analog 0.1 Digital 0.25 IP 1 IP_App 1 Other 1 SIP 1 Virtual 0 XPort 0 Therefore, 10 analog phones or 4 digital phones make up the equivalent of 1 IP phone and therefore utilize 1 licence. Page 21 of 56

22 PROGNOSIS VoIP Monitor License Allocation Chart This pie-chart provides a visual representation of the license allocation by phone type. Licenses by PBX This table shows the total number of 'endpoints' per monitored PBX and the total number of licenses required for each 'endpoint'. Page 22 of 56

23 Data Displays Avaya Reports Display This Display provides access to a range of summary reports for monitored Voice Stream data. Accessing the Display From the Avaya Systems Display click on the Online Reports link. This Display shows a list of the pre-configured reports that are available. Select the View link adjacent to the required report in order to see the data for the requested time period, i.e. the last 1, 2, 5, 8, 16, 24 or 48 hours. The data provided in each report includes; Number of Voice Streams completed, Average duration, Maximum duration, Minimum duration, Average MOS, Minimum MOS, Average proportion of Voice Quality ratings by MOS. Page 23 of 56

24 PROGNOSIS VoIP Monitor Avaya PBX Display The Avaya PBX Display is used to show monitored performance data for a specific PBX. This Display provides an overview of current alarms, active call legs, device status and processor occupancy. Access to further detailed device data can be obtained by clicking on a device type name in the PBX Status panel. Accessing the Display From the Avaya Systems Display click on a name in the PBX column. Display Data The data on this Display includes; Avaya PBXs This is a list of each Avaya PBX that is being monitored by this node. Clicking on a PBX name here will allow you to switch views between the various PBXs. SAT Availability Shows the percentage of SAT connections that are up at the present time and also the percentage that have been up in the current hour and the current day. Voice Streams This table shows the number of voice streams across the monitored PBXs and a breakup of the Erlang MOS ratings into Good, Fair, Poor and Unacceptable. A chart underneath graphs the Erlang MOS ratings. Clicking on the drill-down in the Streams column will open the Avaya Voice Streams Display (page 17) which provides more detailed information about the Voice Streams. PBX Status The PBX Status panel shows the number of device types in Up, Down, Degraded and Unknown status. See Avaya PBX Network Device Displays section (page 32) for further details. Processor This graph shows the percentage of processor time being used by Call Processing, System Management or Static operations. Page 24 of 56

25 Data Displays Links SAT Connections This Link opens the Avaya SAT Connection Status Display (page 26). This Display is used to view detailed information about current System Access Terminal (SAT) connections. PBX Busy Hour This Link opens the Avaya PBX Busy Hour Display (page 27). This Display is useful in order to view the total amount of CPU processor occupancy being used against the number of calls and connections over the past 24 hour period. Configuration This Link opens the Avaya Monitoring Node Display (page 28). This Display provides CPU utilization and transaction data for the node that is monitoring the selected Avaya PBX.. Worksheets This Link opens the Avaya Maintenance Worksheets Display (page 29). This Display provides a number of links that are used to access a range of measurement, compatibility and audit data. This includes; Measured Route Patterns and Trunk Group details; Firmware versions; Busyout devices and a listing of MAC addresses. Page 25 of 56

26 PROGNOSIS VoIP Monitor Avaya SAT Connection Status Display The Avaya SAT Connection Status Display is used to view detailed information about current System Access Terminal (SAT) connections. SAT refers to the Avaya interface that PROGNOSIS VoIP Monitor communicates with to obtain data. Should no SAT connections be active then no data will be shown in the VoIP Monitor Displays and in many cases a Connection Error message will be shown. Accessing the Display From the Avaya Systems Display click on an element in the SAT column, or from the Avaya PBX Display Click the SAT Connections link. Display Data On this Display information such as, the name of the monitoring node, PBX IP address, port number, mode (telnet or SSH) and login details are provided. Information is also provided about the status and connection details. A graph is also included at the bottom of the Display that shows the current PBX processor load, Links Node Name This Link will return you to the Avaya PBX Display (page 24) for the specific node. Connections This is the current Display, indicated by the blue highlight. Logins Opens the Avaya SAT Logins Display. This provides details of each user id and IP address of all current SAT connections. Commands Opens the Avaya SAT Command Status Display. This provides a list of all commands and their execution status. All PBXs Opens the Avaya SAT PBX Status Display. This provides a list of all SAT connections for the entire network with node, login, Host IP address and last connection time. Page 26 of 56

27 Data Displays Avaya PBX Busy Hour Display The Avaya PBX Busy Hour Display is useful in order to view the total amount of CPU processor occupancy being used against the number of calls and connections over the past 24 hour period. Accessing the Display From the Avaya PBX Display click the PBX Busy Hour link. Display Data The main table on this Display shows the number of calls attempted, the number of actual connections made and the percentage of CPU Call Processing used by these calls. This data is presented in 1 hour periods over the previous 24 hours. The yellow highlight indicates the current 1 hour period and the grey background indicates the previous day. On the right hand side this same data is presented in graphical format. Links Call Details This link opens the Avaya PBX Calls (Last 24 Hrs) Display. This Display shows a more detailed view of call data including incoming and outgoing call attempts, intercom attempts, port network attempts and tandem calls over the past 24 hours. Processor This link opens the Avaya PBX Processor (Last 24 Hrs) Display. This Display shows details of the CPU processor occupancy by call processing, systems management and static operations. Last hour This link open the Avaya PBX Busy (Last Hour) Display. This Display shows the number of calls and connections per 3 minute intervals over the previous hour. Page 27 of 56

28 PROGNOSIS VoIP Monitor Avaya Monitoring Node Display The Avaya Monitoring Node Display provides CPU utilization and transaction data for the node that is monitoring the selected PBX. Accessing the Display From the Avaya PBX Display click the Configuration link. Display Data The Monitored PBXs table provides a list of each Avaya PBX that is configured to be monitored by this node. Clicking on a name in this list will open the Avaya PBX Display for the selected PBX. In addition, three graphs are included which show CPU Utilization, the Total Packets being sent and received per second and the number of Transfers (read/writes) over the last 5 minutes. Links SAT This link will open the Avaya SAT Connections Display. This Display provides a list of each PBX in the monitored network and the SAT connection status for each one. RTCP This link will open the Avaya RTCP Configuration Display. This Display provides RTCP data including a summary of RTCP endpoints, RTCP packets summary, QoS data and a listing of RTCP Reporting Destinations. Troubleshoot PROGNOSIS This link will open the Troubleshoot PROGNOSIS Display. This Display shows a list of the PROGNOSIS Subsystem Status, a graph showing the CPU utilization of the PROGNOSIS processes and tables showing Active Users, Databases and Thresholds. Page 28 of 56

29 Data Displays Avaya Maintenance Worksheets Display The Avaya Maintenance Worksheets Display provides a number of links that are used to access a range of measurement, compatibility and audit data. This includes; Measured Route Patterns and Trunk Group details; Firmware versions; Busyout devices and a listing of MAC addresses. This information is vital in ensuring that all devices in the Avaya environment are configured correctly and are running compatible hardware and software. Accessing the Display From the Avaya PBX Display click the Worksheets Link. Links Measurements Measured Route Patterns Opens the Avaya Measured Reports for Route Patterns Display. This Display provides a list of all monitored Route Patterns together with an indicator showing if each Route Pattern is being measured. Instructions are provided on how to configure the PBX to obtain detailed Route Pattern usage reports. Measured Trunk Groups Opens the Avaya Measured Reports for Trunk Groups Display. This Display provides a list of all monitored Trunk Groups together with an indicator showing if each Trunk Group is being measured. Instructions are provided on how to configure the PBX to obtain detailed Trunk Group usage reports. Compatibility Firmware Compatibility Opens the Communication Manager Firmware Compatibility Display. This Display provides data showing the Firmware installed on the monitored phones, gateways, circuit packs and media modules together with the Firmware versions that are required for a specific Communication Manager version. The Communication Manager version can be selected from the links at the top of the Display.. Boards by Vintage This link opens the Avaya Boards by Vintage Display. This Display provides a list of Avaya boards showing their type and vintage. Page 29 of 56

30 PROGNOSIS VoIP Monitor IP Phones by Firmware This link opens the Avaya IP Phones by Firmware Display. This Display provides a list of each registered IP phone model on the network and the firmware version it is running. Selecting a phone model will provide detailed information about the individual phone extensions. A list of unregistered IP phones by model is also included. Phones by COR/COS This link will open the Avaya IP Phones by COR Display. This Display provides a list of IP phones by Class of Restriction (COR) or Class of Service (COS). Audit Busyout Devices This link opens the Avaya Busyout Devices Display. This Display shows a list of all devices that currently have an error type 18, which indicates the device has been manually busied out. Locations This link will open the Avaya Locations Display which provides a list of all configured locations. System Capacity This link will open the Avaya System Capacity Display. This Display provides a list of phones with MAC addresses. Page 30 of 56

31 Data Displays Avaya Alarms Display The Avaya Alarms Display provides details of alarms that have been raised internally by the monitored Avaya PBX. Avaya alarms are presented over three related Displays, one each for Major, Minor and Warning Alarms. For ease of monitoring, each of these Displays are interconnected by links at the top of the screen. Accessing the Display From the Avaya PBX Display click on the Major or Minor numeric indicator in the Alarms panel in the bottom left corner. Display Data This Display provides details of each alarm by device name showing the time of the alarm, the location of the alarmed object, the service state and fault location. Drill-down A Drill-down is provided on the Name column. Clicking on a device name in this column will open a further Display showing more detailed information about the specific alarm. Links Links are provided to toggle between lists of Major, Minor or Warning alarms. A colored background will indicate the active Display. Page 31 of 56

32 PROGNOSIS VoIP Monitor Avaya PBX Network Device Displays The Avaya PBX Network Device Displays are accessed from the PBX Status panel in the bottom left hand side of the Avaya PBX Display. Display Data The PBX Status panel provides a list of network devices. Alongside each device type is a numeric indicator showing the number of devices that are in an Up, Down, Degraded or Unknown state. In addition the final column shows the total number of devices for each type. Each line has a visual alarm attached to it, so that if the status of any individual device becomes unacceptable it will be easily identified; - If one device falls into the Unknown category the line will be colored black. - If one device falls into the Degraded category the line will be colored orange. - If one device goes Down the line will be colored red. - If all devices go down the Device Type will have a red background. Any device name can be clicked to open a detailed Status Display for the particular device type. Each subsequent Status Display contains a navigation panel on the left hand side of the screen that provides an easy method to view data from other monitored PBXs or to view other device Status Displays. Page 32 of 56

33 Data Displays Avaya Boards Display The Avaya Boards Display provides status information for the DS1, Media Processor and CLAN boards of the monitored Avaya PBX. Accessing the Display Click on Boards in the PBX Status panel of the Avaya PBX Display. Display Data This Display provides a list of each board on the selected PBX. The board details are divided into Trunk Boards, Media Processing Boards and CLAN Boards. Drilling-down on a specific board ID will open a Display showing the board configuration. Links Availability Clicking on this link will open the Availability of PBX Display. This Display lists each Board on the PBX and provides the availability percentage statistics for; Now, This hour, Last hour, Yesterday and Today. All Boards This link will open the Avaya All Boards Display. This Display presents a list of each Board on the PBX showing the following details for each; Board Type, Board Code and Suffix, Firmware (FW) version, Hardware (HW) version plus a depiction of which ports are assigned or not in use. Page 33 of 56

34 PROGNOSIS VoIP Monitor Avaya LSPs Display The Avaya LSPs Display provides status details for each LSP that is configured on the selected PBX. Accessing the Display From the Avaya PBX Display click on the LSPs drill-down in the PBX Status box at the bottom left of the screen. Page 34 of 56

35 Data Displays Avaya Media Gateways Display Avaya Media Gateways support voice and signaling traffic routed between circuit-switched and packetswitched networks. The Avaya Media Gateways Display provides details of the various Gateways that have been set up and their current status. Accessing the Display Click on Media Gateways in the PBX Status panel of the Avaya PBX Display. Display Data The data shown on this Display includes a table showing the Gateway number and name, the Gateway sub type (either model or PN type), current status (either Up/Down/Degraded/Unknown), number of major alarms, number of minor alarms and the time of the last status check. Drill-downs Clicking on a drill-down in the GW# column will open the Avaya Media Gateway Details Display that provides more detailed information for the specific Gateway including Status, Availability and Board Configuration. Clicking on an element in the Status column will open the Avaya Status Log Display where a status history for the Gateway can be viewed. Page 35 of 56

36 PROGNOSIS VoIP Monitor Avaya Media Servers Display The Avaya Media Servers Display reports on the status of the Avaya Enterprise Survivable Server (ESS) solution. The ESS solution allows for ESS (backup) servers to be placed at key locations throughout a network with each being capable of taking over for a cluster in the event that some type of outage has occurred. Accessing the Display Click on Media Servers in the PBX Status panel of the Avaya PBX Display. Display Data The Avaya Media Servers Display provides the current status of the cluster and indicates the active server. The Server A and Server B panels indicate the available ESS servers. The Recent Interchanges table provides details of when each ESS server takes over as the active server. Page 36 of 56

37 Data Displays Avaya IP Network Regions Display A network region is a group of IP endpoints that share common characteristics and resources. Every IP endpoint on an Avaya Communication Manager system belongs to a network region. By default all IP endpoints are in network region 1 and share the same characteristics and use the same resources as defined for network 1. However, in many cases this is not suitable and multiple network regions may be configured. Accessing the Display Click on Network Regions in the PBX Status panel of the Avaya PBX Display. Display Data The Avaya IP Network Regions Display provides a listing of all configured network regions on the monitored network. This Display itemizes each network region and provides status and current link counts for each one. Drill-downs Drilling-down on a network region number in the NR# column will open the Avaya IP Network Region Details Display that provides detailed usage information for the selected region. Links Availability Clicking on this link will open the Availability of PBX Display. This Display lists each Network Region on the PBX and provides the availability percentage statistics for; Now, This hour, Last hour, Yesterday and Today. Page 37 of 56

38 PROGNOSIS VoIP Monitor Avaya Phones Display The Avaya Phones Display provides a method of monitoring phone devices by either status or extension. Accessing the Display Click on Phones in the PBX Status panel of the Avaya PBX Display. Display Data This Display offers the following options for viewing phone data; Search for a Phone Click the by Extension link to open a command page where a specific extension number can be input. This will then populate the bottom right corner of the Display with detailed information about the requested phone, including status, type and model. Browse by Phone Status Click on a 'Phone Type' in the Up, Down or Unknown columns to obtain a list in the bottom right corner of all devices that match the selected criteria. Browse by Extension The Browse by Extension panel shows a range of phone extension numbers and the number of devices in each range. Clicking on a number range will populate the bottom right panel with detailed information about all devices in that extension range. Page 38 of 56

39 Data Displays Select an Extension or Phone Status Window After an Extension Range has been clicked in the Browse by Extension panel, or a status is clicked in the Browse by Phone Status panel, then the Select an Extension Range or Phone Status panel will be populated with data. For an extension it will show the current status of the phone, the type and model of the phone and when it was last checked. For a status it will show a list of all extensions that are currently in the selected state. Page 39 of 56

40 PROGNOSIS VoIP Monitor Avaya Port Networks Display The Avaya Port Networks Display provides a list of all configured port networks on the monitored PBX together with the current status and alerts for each. Accessing the Display Click on Port Networks in the PBX Status panel of the Avaya PBX Display. Display Data On this Display the PN# column shows the Port Network Number for each port configured on the PBX. For each port number the data line will show the current status, location of primary IPSI board, location of secondary IPSI board, number of major and minor alarms and the date/time that the port was last checked. Drill-downs Drilling-down on a port number in the PN# column will open the Avaya Port Network Details Display which provides detailed information about the selected port including the board configuration. Drilling-down on the Major or Minor Alerts column will open the Avaya Alarms Display (page 31). Links Availability Clicking on this link will open the Availability of PBX Display. This Display lists each Port Network on the PBX and provides the availability percentage statistics for; Now, This hour, Last hour, Yesterday and Today. Carriers This link will open the Avaya Carriers Display. This Display provides a list of all carriers on the PBX showing the Carrier Position, Carrier Type, Cabinet Type and Carrier Port Network number. Page 40 of 56

41 Data Displays Avaya Route Patterns Display Route patterns determine the path that calls take in a network based upon pre-defined events, such as a server going down. The Avaya Route Patterns Display provides a list of all route patterns in the monitored PBX along with the availability status of each one. Accessing the Display Click on Route Patterns in the PBX Status panel of the Avaya PBX Display. Display Data This Display can be used to; Quickly identify problems with call routing by viewing the displayed status indicators. Drill-down to the Avaya Route Pattern Details Display to see more detailed information by clicking on a route pattern number in the RP# column. This Display will show Trunk Groups in the Route Pattern, Route Partitions to the Route Pattern, Internal and External PBX Dial Plans to the Router Pattern. View the associated dial plans by clicking on the Dial Plans Link in the top right hand corner. Links Availability Clicking on this link will open the Availability of PBX Display. This Display lists each Route Pattern on the PBX and provides the availability percentage statistics for; Now, This hour, Last hour, Yesterday and Today. Dial Plans This link will open the Avaya Dial Plans Display. This Display provides a list of all Dial Plans showing the Dialed String, Route Pattern string, Dial Plan Type, Call Type and Minimum/Maximum digits. Page 41 of 56

42 PROGNOSIS VoIP Monitor Avaya Trunk Groups Display The Avaya Trunk Groups Display provides information about all trunks on the monitored PBX. A trunk is a service that allows a type of transparent connection between two PBXs, a PBX and a local extension or some other combination of telephony interfaces with signaling passed transparently through the packet data network. Accessing the Display Click on Trunk Groups in the PBX Status panel of the Avaya PBX Display. Display Data This Display lists each configured trunk group and shows for each one: Trunk group number (TG). Drilling-down on an element in this column will open the Avaya Trunk Group Details Display where more detailed information can be viewed about the selected Trunk Group. Name of the trunk group, Trunk group type, Service type, Carrier medium, Trunk Utilization. This is shown as (#trunks in use) of (#trunks up) (total trunks), Current Trunk Group status. Drilling-down on an element in this column will open the Avaya Status Log Display where detail of each status change can be viewed. Links Availability Clicking on this link will open the Availability of PBX Display. This Display provides the Availability percentage for each Trunk Group for; now, this hour, last hour, yesterday and today. Page 42 of 56

43 Reports Page 43 of 56

44 PROGNOSIS VoIP Monitor Reports The button located at the top of the Web Interface provides access to the PROGNOSIS VoIP Monitor Reports page where a range of Voice Quality reports are made available. Everyday, two reports will be automatically generated: Voice Quality - Yesterday Voice Quality - Last 7 days The Report Selector panel on the left side is used to search for reports, three methods are provided; 1. Search by Time Period The Time Period option allows you to select a predefined time period from the 'Time Period' drop down list box, or you can input a custom time period for the Web Interface to search between. 2. Search by Report Name The Report Name option allows you to find a report by selecting a name from a predefined list of report types. Alternatively, a specific Report Name can be input into the text field. This option permits the use of 'wildcard' characters. 3. Search by Node Name This option allows you to search by node/node group (including ALL Nodes) from the existing node tree to search reports which have the node explicitly configured in the Display. You can input the node/node group name into the text field, 'wildcard' characters are permitted. Page 44 of 56

45 Thresholds and Alerts Page 45 of 56

46 PROGNOSIS VoIP Monitor Thresholds and Alerts PROGNOSIS VoIP Monitor provides an alerting mechanism that allows administrators to receive alerts based upon a pre-defined Threshold. This Threshold is started automatically and will monitor the health of the PBXs in the Avaya environment and provide alert and availability information. The Threshold service scans selected data looking for one or more pre-defined conditions. When the Threshold starts it will check for each condition and if a condition is found to be 'true' the Threshold will be triggered. Each triggered Threshold condition will generate an alert to the Troubleshoot Open Alerts Display (page 20) and, where configured, by to a designed person. The address for the receiving of these alerts is set up in the VoIP Monitor Configuration tool. For detailed information about the various conditions contained in this Threshold please refer to the Avaya- Alert Threshold topic (page 47). Page 46 of 56

47 Thresholds and Alerts Avaya_Alert Threshold The following pre-packaged Conditions are included in the 'Avaya_Alert' Threshold document. Alarm Major For major Avaya system alarms. If there is a Major alarm raised and unresolved. Alarm Minor For minor Avaya system alarms. If there is a minor alarm raised and unresolved. Board Avail Up Board status. If the board is available * Condition Pair: Board Down Board Degraded Board status. If the board status is degraded. Board Down Board status. If the board has a status of 'Down'. * Condition Pair: Board Avail Up Board Up Board status. If board status changes from degraded or down to up in the last 5 minutes. Busyout Device Device operational status. If any device has been manually busied out and not released. CLAN No Phones Phone registrations to a CLAN. If no phones are registered to a CLAN. CLAN Phones Deregistered Phone registrations to a CLAN. If 8 or more phones de-register from a CLAN in the previous interval. Page 47 of 56

48 PROGNOSIS VoIP Monitor Emergency Call Made Dialled numbers of outbound calls (i.e. not internal). If number 911, 112, 000, 111 or 999 is dialled. Media Gateway Avail Up Status of Media gateway. If the media gateway is available. * Condition Pair: Media Gateway Down Media Gateway Degraded Status of Media gateway. If the media gateway has status degraded. Media Gateway Down Status of Media gateway. If the media gateway has status down. * Condition Pair: Media Gateway Avail Up Media Gateway Up Status of Media gateway. If Media gateway status changes from degraded or down to up in the last 5 minutes. Media Server Interchange The active media server in a 87xx redundant pair configuration. When the active server changes. Network Region Avail Up Status of IP network region. If the IP network region is available. * Condition Pair: Network Region Down Network Region Degraded Status of IP network region. If the IP network region has status degraded. Network Region Down Status of IP network region. If the IP network region has status down. * Condition Pair: Network Region Avail Up Page 48 of 56

49 Thresholds and Alerts Network Region Up Status of IP network region. If IP network region status changes from degraded or down to up in the last 5 minutes. PBX SAT Conn Avail Up The number of established SAT connections between the PROGNOSIS server and PBX. If a SAT connection is established. * Condition Pair: PBX SAT Conn Dn PBX SAT Conn Dn The number of established SAT connections between the PROGNOSIS server and PBX. If there are no active connections. * Condition Pair: PBX SAT Conn Avail Up PBX SAT Conn Up The number of established SAT connections between the PROGNOSIS server and PBX. If there is at least one active connection that has been established in the last 5 minutes. Port Network Avail Up Status of Port network. If the port network is available. * Condition Pair: Port Network Down Port Network Degraded Status of Port network. If the port network has status degraded. Port Network Down Status of Port network. If the port network has status down. * Condition Pair: Port Network Avail Up Port Network Up Status of Port network. If port network status changes from degraded or down to up in the last 5 minutes. Page 49 of 56

50 PROGNOSIS VoIP Monitor Processor > 50 Media Server processor call processing busy percent. If call processing is 50% or greater and less than 60%busy. Processor > 60 Media Server processor call processing busy percent. If call processing is 60% or greater and less than 70% busy. Processor > 70 Media Server processor call processing busy percent. If call processing is 70% or greater busy. Route Pattern Avail Up Route pattern status. If the route pattern is available. Route Pattern Degraded Route pattern status. If the route pattern has status degraded. Route Pattern Down Route pattern status. If the route pattern has status down. * Condition Pair: Route Pattern Avail Up Route Pattern Up Route pattern status. If route pattern status changes from degraded or down to up in the last 5 minutes. Trunk Group Avail Up Trunk Group status. If Trunk Group is available. Trunk Group ColdSpot Off Trunk Group coldspot operation. If the percentage of Trunk activity is greater than or equal to the level of Trunk cold spot operations. * Condition Pair: Trunk Group Coldspot On Page 50 of 56