EMC ITOI VoIP Management Suite

EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide P/N 300-013-790 A01

Copyright 2007-2012 EMC Corporation. All rights reserved. Published in the USA. Published May, 2012 EMC believes the information in this publication is accurate as of its publication date. The information is subject to change without notice. The information in this publication is provided as is. EMC Corporation makes no representations or warranties of any kind with respect to the information in this publication, and specifically disclaims implied warranties of merchantability or fitness for a particular purpose. Use, copying, and distribution of any EMC software described in this publication requires an applicable software license. EMC 2, EMC, and the EMC logo are registered trademarks or trademarks of EMC Corporation in the United States and other countries. All other trademarks used herein are the property of their respective owners. For the most up-to-date regulatory document for your product line, go to the technical documentation and advisories section on the EMC online support website. 2 EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide

CONTENTS Preface Chapter 1 Chapter 2 Chapter 3 Introduction EMC ITOI VoIP Management Suite overview... 12 Functionality... 12 Products... 12 Deployment... 12 Platform support... 13 User preference... 13 User documentation... 13 Additional products in a VoIP Management Suite deployment... 14 VoIP Management Suite deployment architecture... 15 VoIP Availability Manager... 16 VoIP Performance Manager... 16 VoIP Performance Reporter... 17 IP Availability Manager... 18 Global Manager... 18 Adapter Platform... 18 Business Impact Manager... 18 Global Console... 19 EMC ITOI Broker... 19 Implementation scenario: IP phones... 20 Integration Integration overview... 24 VoIP Performance Manager performance data and processing... 25 Performance-related objects and attributes... 26 MediaResourceAggregate objects... 27 Performance-related attributes... 28 Name mapping... 30 VoIP client tools... 30 VoIP Performance Manager s Java-based GUI and displays... 32 Global Console client tools... 32 Client tools created to access VoIP Performance Manager data... 33 URL construction... 35 VoIP client tool invocation... 36 Web browser operation and limitations... 37 Configuring VoIP Performance Manager Integration Configuration overview... 40 Automatically configuring the PMT-THRESHOLD process... 40 Modify the VoIP Availability Manager domain.conf file... 41 Verify that the PMT-THRESHOLD process is running... 43 Enabling the VoIP Availability Manager built-in trap receiver... 43 Controlling the processing of VoIP Performance Manager traps... 43 Customizing performance polling and thresholds... 43 Troubleshooting... 44 EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide 3

Contents Appendix A Manual Method: Configuring Integration Configuration overview... 46 Copying, configuring, and starting PMT-THRESHOLD... 46 Enabling the VoIP Availability Manager built-in trap receiver... 47 Controlling the processing of VoIP Performance Manager traps... 48 Customizing performance polling and thresholds... 48 Troubleshooting... 48 4 EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide

FIGURES Title Page 1 VoIP Management Suite deployment architecture... 15 2 Single-site deployment discovered by VoIP Availability Manager example... 20 3 IP phone scenario... 21 4 Processing of VoIP Performance Manager performance data... 25 5 VoIP client tool operation... 31 6 VoIP Performance Manager s Locations drill-down display example... 37 EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide 5

Figures 6 EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide

PREFACE As part of an effort to improve its product lines, EMC periodically releases revisions of its software and hardware. Therefore, some functions described in this document might not be supported by all versions of the software or hardware currently in use. The product release notes provide the most up-to-date information on product features. Contact your EMC representative if a product does not function properly or does not function as described in this document. Note: This document was accurate at publication time. New versions of this document might be released on the EMC online support website. Check the EMC online support website to ensure that you are using the latest version of this document. Purpose Audience This document provides an overview of the EMC IT Operations Intelligence (ITOI) VoIP Management Suite products and discusses the integration of these products not only with each other but also with the EMC ITOI IP Management Suite and the EMC ITOI Service Assurance Management Suite. This document is part of the EMC ITOI VoIP Management Suite documentation set. It is intended for IT managers who are seeking to better understand the value of the VoIP Management Suite products, for administrators who are configuring and using the VoIP Management Suite products, and for operators who are receiving and acting upon notifications that are analyzed by the VoIP Management Suite products. EMC ITOI VoIP Management Suite installation directory In this document, the term BASEDIR represents the location where EMC IT Operations Intelligence (ITOI) software is installed: For UNIX, this location is /opt/incharge/<productsuite>. For Windows, this location is C:\InCharge\<productsuite>. On UNIX operating systems, VoIP Management Suite is, by default, installed to /opt/incharge/voip/smarts. On Windows operating systems, this product is, by default, installed to C:\InCharge\VoIP\smarts. This location is referred to as BASEDIR/smarts. Optionally, you can specify the root of BASEDIR to be something different, but you cannot change the <productsuite> location under the root directory. The EMC ITOI System Administration Guide provides detailed information about the directory structure for EMC ITOI software. EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide 7

Preface EMC ITOI VoIP Management Suite products The EMC ITOI VoIP Management Suite includes the following products: EMC ITOI VoIP Availability Manager EMC ITOI Enablement Pack for Avaya EMC ITOI Enablement Pack for Cisco EMC ITOI Enablement Pack for Nortel EMC ITOI Enablement Pack for ACME EMC ITOI VoIP Integration Pack for VoIP Performance Manager EMC ITOI VoIP Performance Manager EMC ITOI VoIP Performance Reporter Related documentation In addition to this document, EMC Corporation provides a Help system for command line programs as well as product documentation. Help for command line programs Descriptions of command line programs are available as HTML pages. The index.html file, which provides an index to the various commands, is located in the BASEDIR/smarts/doc/html/usage directory. EMC ITOI documentation Readers of this guide may find the following related documentation helpful. These documents are updated periodically. Electronic versions of the updated manuals are available on the EMC online support website: EMC ITOI System Administration Guide EMC ITOI ICIM Reference EMC ITOI ASL Reference Guide EMC ITOI Perl Reference Guide EMC ITOI MODEL Reference Guide EMC ITOI VoIP Management Suite documentation The following documents are relevant to users of the EMC ITOI VoIP Management Suite: EMC ITOI VoIP Management Suite Release Notes EMC ITOI VoIP Availability Manager Installation Guide EMC ITOI VoIP Availability Manager Third-Party Copyright Read Me EMC ITOI VoIP Management Suite Overview and Integration Guide EMC ITOI VoIP Availability Manager Configuration Guide EMC ITOI VoIP Availability Manager Discovery Guide EMC ITOI VoIP Availability Manager User Guide 8 EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide

Preface EMC ITOI Enablement Pack for Avaya User Guide EMC ITOI Enablement Pack for Cisco User Guide EMC ITOI Enablement Pack for Nortel User Guide EMC ITOI VoIP Management Suite Certification Framework Technical Notes EMC ITOI VoIP Availability Manager Certification Matrix EMC ITOI VoIP Availability Manager Documentation Portfolio EMC ITOI VoIP Performance Manager and Performance Reporter Documentation Portfolio Conventions used in this document EMC uses the following conventions for special notices: NOTICE is used to address practices not related to personal injury. Note: A note presents information that is important, but not hazard-related. IMPORTANT An important notice contains information essential to software or hardware operation. Typographical conventions EMC uses the following type style conventions in this document: Normal Used in running (nonprocedural) text for: Names of interface elements, such as names of windows, dialog boxes, buttons, fields, and menus Names of resources, attributes, pools, Boolean expressions, buttons, DQL statements, keywords, clauses, environment variables, functions, and utilities URLs, pathnames, filenames, directory names, computer names, links, groups, service keys, file systems, and notifications Bold Used in running (nonprocedural) text for names of commands, daemons, options, programs, processes, services, applications, utilities, kernels, notifications, system calls, and man pages Used in procedures for: Names of interface elements, such as names of windows, dialog boxes, buttons, fields, and menus What the user specifically selects, clicks, presses, or types Italic Used in all text (including procedures) for: Full titles of publications referenced in text Emphasis, for example, a new term Variables 9

Preface Courier Courier bold Courier italic Used for: System output, such as an error message or script URLs, complete paths, filenames, prompts, and syntax when shown outside of running text Used for specific user input, such as commands Used in procedures for: Variables on the command line User input variables < > Angle brackets enclose parameter or variable values supplied by the user [ ] Square brackets enclose optional values Vertical bar indicates alternate selections the bar means or { } Braces enclose content that the user must specify, such as x or y or z... Ellipses indicate nonessential information omitted from the example Where to get help EMC support, product, and licensing information can be obtained as follows: Product information For documentation, release notes, software updates, or information about EMC products, licensing, and service, go to the EMC online support website (registration required) at: http://powerlink.emc.com Technical support For technical support, go to EMC online support and select Support. On the Support page, you will see several options, including one to create a service request. Note that to open a service request, you must have a valid support agreement. Contact your EMC sales representative for details about obtaining a valid support agreement or with questions about your account. Your comments Your suggestions will help us continue to improve the accuracy, organization, and overall quality of the user publications. Send your opinions of this document to: techpubcomments@emc.com 10 EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide

CHAPTER 1 Introduction This chapter provides an architectural and functional overview of EMC ITOI VoIP Management Suite. It consists of the following sections: EMC ITOI VoIP Management Suite overview... 12 Additional products in a VoIP Management Suite deployment... 14 VoIP Management Suite deployment architecture... 15 Implementation scenario: IP phones... 20 Introduction 11

Introduction EMC ITOI VoIP Management Suite overview Functionality The EMC ITOI VoIP Management Suite provides enterprises with availability, fault management, and performance visibility across their Voice over IP (VoIP) infrastructures. It provides multi-vendor support and a comprehensive VoIP management solution. It enables enterprises to perform IP phone management, service management, and voice mail management. For Cisco Call Manager Unity Express (CUE) devices, it also provides voice mailbox management. The VoIP Management Suite performs the following tasks: Discovers VoIP-enabled devices and VoIP applications Monitors the devices and applications and collects performance metrics Correlates alerts and events Identifies failures and trends Analyzes and presents events and problems Products The VoIP Management Suite consists of the following products: EMC ITOI VoIP Availability Manager (VoIP Availability Manager) EMC ITOI VoIP Integration Pack for VoIP Performance Manager EMC ITOI Enablement Pack for Avaya EMC ITOI Enablement Pack for Cisco EMC ITOI Enablement Pack for Nortel EMC ITOI VoIP Performance Manager (VoIP Performance Manager) EMC ITOI VoIP Performance Reporter (VoIP Performance Reporter) The VoIP Performance Reporter is an add-on module to VoIP Performance Manager. Deployment A VoIP Management Suite deployment consists of: One VoIP Availability Manager configured to receive from one VoIP Performance Manager One VoIP Performance Reporter The EMC ITOI VoIP Integration Pack for VoIP Performance Manager One or more enablement packs 12 EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide

Introduction One or more EMC ITOI IP Management Suite products described in Additional products in a VoIP Management Suite deployment on page 14. All of the EMC ITOI Service Assurance Management Suite products described in Additional products in a VoIP Management Suite deployment on page 14. In a medium-to-large deployment, VoIP Availability Manager, VoIP Performance Manager, and VoIP Performance Reporter are installed on separate hosts to eliminate a single point-of-failure and to ensure that the applications are performing optimally. VoIP Performance Manager must be running in order for VoIP Performance Reporter to run. Also, you need to satisfy these prerequisites: The VoIP Performance Manager must have the latest patch applied. For requirements regarding VoIP Performance Manager, consult the EMC ITOI VoIP Management Suite Release Notes. For Windows only, the SNMP Agent for the VoIP Performance Manager host must be configured to accept Simple Network Management Protocol (SNMP) packets. The host on which VoIP Performance Manager is running must be discovered and managed by IP Availability Manager. The EMC ITOI IP Management Suite Discovery Guide provides information about the SNMP Agent. For Cisco Unified Contact Center Enterprise (CUCCE) version 7 and later, the Cisco Contact Center SNMP Agent must be running in order for the Cisco MIB to return values for the discovery probe and for monitoring. The service name for this Cisco-specific agent is Cisco Contact Center SNMP Management. Platform support VoIP Availability Manager is supported on Solaris, Windows, and Linux; whereas, VoIP Performance Manager and VoIP Performance Reporter are supported on Windows only. The respective product installation guides specify the operating system version and hardware requirements. User preference In general, NOC operators will use VoIP Availability Manager and staff members will use VoIP Performance Manager and VoIP Performance Reporter. NOC operators are typically more interested in using VoIP Availability Manager to view the events and problems on screen. Staff members are typically more interested in using VoIP Performance Manager and VoIP Performance Reporter to manage the VoIP environment and to troubleshoot VoIP issues that affect service. User documentation Each VoIP Management Suite product has its own user documentation set. Together, the user documentation sets provide the information that users will need to install, configure, administer, operate, and maintain the VoIP Management Suite products. EMC ITOI VoIP Management Suite overview 13

Introduction Additional products in a VoIP Management Suite deployment Besides the installation of the VoIP Management Suite products, the following additional products are installed in a VoIP Management Suite deployment: EMC ITOI IP Management Suite products EMC ITOI IP Availability Manager EMC ITOI IP Performance Manager (optional, recommended) EMC ITOI IP Server Performance Manager (optional) EMC ITOI Service Assurance Management Suite products EMC ITOI Global Manager EMC ITOI Global Console EMC ITOI Service Assurance Manager Adapter Platform EMC ITOI SNMP Trap Adapter configured as a trap exploder EMC ITOI SNMP Trap Adapter configured as a trap receiver EMC ITOI Business Impact Manager (optional) The EMC ITOI IP Management Suite Installation Guide and the EMC ITOI Service Assurance Management Suite Installation and Migration Guide provide information about installing these additional products. 14 EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide

Introduction VoIP Management Suite deployment architecture Figure 1 on page 15 shows how the VoIP Management Suite and additional products interact in a VoIP Management Suite deployment. Global Console GUI GUI Topology & notifications Processed traps SNMP Trap Adapter (receiver) Adapter Platform Processed traps VoIP Notification Trap Adapter Trap notifications Network topology, root-cause problems, & impacts Global Manager VoIP topology, root-cause problems, & impacts Calculated impacts VoIP BIM topology Business Impact Manager Non-VoIP informational traps VoIP informational traps Topology Topology Network traps IP Availability Manager VoIP topology & status updates VoIP Availability Manager Traps VoIP Performance Manager VoIP Performance Reporter SNMP Trap Adapter (exploder) VoIP analysis traps Customer report portal SNMP traps SNMP discovery & SNMP polling SNMP, CLI & SOAP discovery & SNMP & SOAP polling VoIP performance monitoring VoIP devices IP network Figure 1 VoIP Management Suite deployment architecture VoIP Management Suite deployment architecture 15

Introduction VoIP Availability Manager VoIP Availability Manager discovers and monitors VoIP-enabled devices and VoIP applications. The VoIP-enabled devices can be a mixture of devices such as call servers, media gateways, IP PBXs, routers, and IP phones in one or more of the following vendor-specific environments: Avaya Cisco Nortel VoIP Performance Manager The VoIP applications include VoIP network and telephony applications, as well as software services such as phone registration, voice mail, music on hold, and call waiting. Upon importing a list of VoIP-enabled devices from IP Availability Manager, VoIP Availability Manager performs its own SNMP, SOAP, and CLI discovery to query the managed devices for VoIP topology information. It monitors the VoIP topology, performs root-cause and impact analysis using vendor-specific hardware and software events, and exports the results of its analysis to the Global Manager. In addition, if Business Impact Manager Integration is enabled, VoIP Availability Manager associates VoIP objects with Business objects by using the BIM model. VoIP Availability Manager exports these objects to the Global Manager for subsequent impact analysis by Business Impact Manager. VoIP Performance Manager ensures that the entire Avaya, Cisco, or Nortel VoIP network is delivering an acceptable level of telephony services to the service subscribers. It verifies that all elements in the VoIP network are available and performing within acceptable limits. VoIP Performance Manager accomplishes its mission by: Monitoring the CPU load, packet delays, VoIP Call Manager (soft switch) activity, and associated telephony service-level indicators, such as call quality, activity, and duration across multiple servers and clusters. Monitoring the servers and associated network, hardware, and software components, including: Structured Query Language (SQL) servers Trivial File Transfer Protocol (TFTP) servers IP PBX Gateways Additional devices Signaling Services 16 EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide

Introduction VoIP Performance Reporter VoIP Performance Manager captures and reports on call loads and utilization statistics for all devices in the VoIP environment. Administrators can use this data to identify trends in the usage of these devices, to identify over- and under-utilized devices, and to plan efficiently the increase of capacity. VoIP Performance Reporter is an add-on module to VoIP Performance Manager. VoIP Performance Reporter is able to capture and record information from multiple devices and applications throughout the Avaya or Cisco VoIP network, to produce charts, graphs, and reports to help administrators visualize and understand important trends across the VoIP environment. This historical information is the lifeblood of capacity planning, trend analysis, and problem resolution. Interactive charting for on-the-fly analysis, consolidated event and performance data reporting, and a comprehensive set of performance and service-level reports help administrators measure, police, and manage the effectiveness of VoIP assets. Further, the accurate usage data provided in these reports make capacity planning, and thus the maximization of operational cost savings, a straightforward, low effort, low risk task. Table 1 on page 17 shows the high-level report types created by VoIP Performance Reporter and the functional areas where each report type can be used. Table 1 VoIP Performance Reporter reports and their use Domain Report Service level Capacity planning Troubleshooting Voice Voice Quality x x Voice Quality Exception x Calls PBX Call Load x x Call Failure Long Duration x x Location Calls x x x Routing Route Pattern Availability IP Trunk Availability x x x x x x IP Trunk Utilization x x PSTN Trunk Availability x x x PSTN Trunk Utilization x x Hardware Phone Report x x Node Utilization x x VoIP Management Suite deployment architecture 17

Introduction IP Availability Manager Global Manager Adapter Platform Business Impact Manager IP Availability Manager discovers the underlying transport domain in the VoIP network, monitors availability, and analyzes the network connectivity to identify the root-cause problems and impacts of connectivity failures. It exports network topology, problem, and impact information to the Global Manager, and exports VoIP-enabled device topology and status information to VoIP Availability Manager. VoIP-enabled device topology includes signaling servers, call servers, media gateways, hosts, routers, switches, and nodes. Device status information consists of status changes associated with the VoIP-enabled device topology imported by VoIP Availability Manager. A VoIP Availability Manager deployment may contain one or more IP Availability Managers. An IP Availability Manager instance may consist of just an IP Availability Manager process, or may consist of an IP Availability Manager and an IP Performance Manager or IP Server Performance Manager running as a single process. The Global Manager integrates the topology, problem, and impact information imported from the IP Availability Manager and VoIP Availability Manager, and relates the information to services and customers. It also provides cross-domain and end-to-end impact analysis. The Global Manager displays the topology, problem, and impact information through the Global Console. The Adapter Platform imports and normalizes topology from IP Availability Manager and VoIP Availability Manager, and imports and normalizes events of interest from EMC ITOI adapters such as the SNMP Trap Adapter and the VoIP Notification Trap Adapter. Normalize means to convert topology or event information into a common form understood by the Global Manager. The normalized event information is transferred as EMC ITOI notifications to the Global Manager. Through the Adapter Platform, the Global Manager receives informational traps issued by the devices in the managed environment. Informational traps provide information that might be of interest to users. Business Impact Manager is a Service Assurance Manager component which imports topological objects. It determines how VoIP root-cause events affect business services and their customers, and reports the results of its analysis in the form of impacted events and colored nodes in Business Service Maps. Operators can also view the topological objects in the Global Console. In addition, features like customizations with Topology Builder, impact calculation, and weight assignment are also available. Depending upon your Service Assurance Management Suite version, Business Impact Manager exists as a separate underlying domain, INCHARGE-MBIM (for Service Assurance Management Suite version 8.0), or as part of the Global Manager. 18 EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide

Introduction In order for VoIP Availability Manager to associate discovered VoIP topology with BIM service offerings, you need to set the EnableBIMIntegration parameter to TRUE in the voip.conf file located in the BASEDIR/smarts/conf/voip directory. This parameter and other tasks for configuring Business Impact Manager are described in the EMC ITOI VoIP Availability Manager Configuration Guide. The EMC ITOI Business Impact Manager User Guide provides complete information about ServiceOffering and ServiceSubscriber classes, Business maps, customizations with Topology Builder, impact calculation, and weight assignment. Global Console The Global Console provides a graphical user interface for configuring and administering Global Managers, Adapter Platform Servers, Domain Managers, and externally running EMC ITOI adapters such as the SNMP Trap Adapter and the VoIP Notification Trap Adapter. In addition, when the Global Console is attached to the Global Manager, a user can browse the discovered topology in various forms, including maps, and to view notifications about problems that impact availability and performance. In a VoIP Management Suite deployment, the Global Console is the GUI for VoIP Availability Manager but not for VoIP Performance Manager or VoIP Performance Reporter. (VoIP Performance Manager and VoIP Performance Reporter have their own graphical user interfaces.) The Global Console can be configured to open a web-browser Java-based GUI to view VoIP Performance Manager data. EMC ITOI Broker The EMC ITOI Broker facilitates Global Console connections to the component applications in an EMC ITOI system deployment. When a user starts a Global Console process, the process connects to the Broker, and the Global Console process displays a window through which the user views and selects any component application registered with the Broker. After the user selects an application, the Global Console connects to the application and disconnects from the Broker. VoIP Management Suite deployment architecture 19

Introduction Implementation scenario: IP phones An IP phone is a physical instrument that acts as a telephone that uses Voice over IP technology. In the VoIP environment, the medium used to transmit the telephone service are the cables of the computer network. An IP phone can transmit audio-only information, or video and audio information. The VoIP Management Suite supports IP phones for these vendors: Avaya, Cisco, and Nortel. For example, Figure 2 on page 20, illustrates an example of a VoIP deployment that uses a Cisco Call Manager cluster. Multipoint Control Units Applications Gatekeepers Call Manager Cluster H.323 Gateways PSTN IP Network Access Switches Distribution Switches Core Switches Voice Gateway Figure 2 Single-site deployment discovered by VoIP Availability Manager example A VoIP deployment may contain many hardware entities, including call servers and media servers, media gateways, media modules, circuit packs, telephones including speakerphones, and Ethernet switches. Some host servers, such as the call server providing the call manager service, contain applications for database management, device initialization, device control, voice mail, and software conferencing. While other host servers, called dedicated servers, run only a single application. In VoIP Availability Manager topology, an IP phone is: Associated with its physical switch port A member of a logical IP phone group 20 EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide

Introduction Figure 3 on page 21 illustrates IP phones that are members of a logical IP phone group. IP phones are associated with a call agent using RegisteredTo relationships. Conversely, the call agent is associated with IP phones using RegisteredFrom relationships. IP phone group RegisteredFrom/RegisteredTo relationships Call Agent IP phone B IP phone A ConnectedPort/ConnectsPhone relationships IP phone C Port A ConnectedPort/ConnectsPhone relationships Switch A Switch B Switch C Figure 3 IP phone scenario In Figure 3 on page 21, IP phone A is registered to a call agent. Depending on the vendor, a call agent can be an Avaya Converged Call Manager, a Cisco Call Manager, or a Nortel Signaling Server. An IP phone is also associated with a port on a switch using the ConnectedPort relationship. The port is associated with the IP phone using the ConnectsPhone relationship. A logical IP phone group corresponds to: A configuration for Avaya. The IP phones configured to register to a specific converged call manager are treated as an IP phone group. The phone-related information is stored in G3 MIB tables. During the VoIP Availability Manager discovery, the information is accessed using SNMP. A device pool for Cisco. The Cisco system administrator assigns IP phones to device pools. The phone-related information is stored in Cisco-CCME-MIB and Cisco-CCM-MIB tables. During the VoIP Availability Manager discovery, the information is accessed using SNMP and Simple Object Access Protocol (SOAP). A zone for Nortel. The Nortel system administrator defines zones of managed IP phones. The phone-related information is stored in a Nortel signaling server and call server. During the VoIP Availability Manager discovery, the information is accessed using Nortel CLI commands. Implementation scenario: IP phones 21

Introduction VoIP Availability Manager discovers, monitors, and performs root-cause analysis on VoIP-enabled devices like IP phones, logical components like IP phone groups, and services like media servers. The following are analysis examples: When a network segment fails, the IP phones in the segment are unavailable to make and receive phone calls. Their RegistrationStatus attribute changes to the Unregistered value. As a result, the VoIP Availability Manager generates Unregistered events for the individual IP phones and a RegistrationExceptions aggregate for the phone group. The events and aggregate appear as notifications in the Global Console. To view the component notifications of an aggregate, open the Notification Properties dialog box. For an IP phone group, when the percentage of IP phones with an unregistered status exceeds the UnregisteredThreshold threshold, the VoIP Availability Manager generates an Impacted aggregate consisting of a Degraded event. The aggregate appears in the Global Console. If the switch port is down, the VoIP Availability Manager generates an Unregistered event for the IP phone. EMC ITOI VoIP Availability Manager User Guide provides more information about the events that are generated for phone and voice mailbox monitoring. Note: The discovery of IP phones and voice mailboxes needs to be enabled during configuration. By default, discovery for these devices and services is not enabled. Modify the parameters in the BASEDIR/smarts/conf/voip/voip.conf file, as described in the EMC ITOI VoIP Availability Manager Configuration Guide. 22 EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide

CHAPTER 2 Integration This chapter describes the integration of VoIP Performance Manager with VoIP Availability Manager in a VoIP Management Suite deployment. It consists of the following sections: Integration overview... 24 VoIP Performance Manager performance data and processing... 25 Performance-related objects and attributes... 26 VoIP client tools... 30 Integration 23

Integration Integration overview The integration of VoIP Performance Manager with VoIP Availability Manager involves two areas of functionality: The processing of VoIP Performance Manager performance data by VoIP Availability Manager. VoIP Performance Manager traps carry performance-oriented data and serve as points of integration between VoIP Performance Manager and VoIP Availability Manager. The launching of Global Console client tools for a selected VoIP Availability Manager topology object or a selected notification to open a web interface that loads a VoIP Performance Manager drill-down display relevant to the selected object. The drill-down display contains a collection of performance metrics associated with the object. For integration to occur, you need to satisfy the following prerequisites: The EMC ITOI VoIP Integration Pack for VoIP Performance Manager is installed. VoIP Availability Manager is configured. The VoIP Performance Manager integration is configured, as described in Chapter 3, Configuring VoIP Performance Manager Integration. VoIP Availability Manager discovery is completed and that VoIP Availability Manager discovered VoIP Performance Manager. For the first functionality, performance metrics are sent in the form of VoIP Performance Manager traps to VoIP Availability Manager. VoIP Availability Manager uses the performance data to update performance-related attributes in classes of the VoIP Availability Manager data model. Performance-related objects and attributes on page 26 describes the classes that are updated. EMC predefines the VoIP Performance Manager traps and VoIP Performance Manager generates them periodically every four minutes by default. Each predefined trap is given a name that identifies the category, or view, of the collected performance metrics contained in the trap. The periodic receiving of performance metrics enriches the VoIP Availability Manager topology. Together, the enhanced data model and the periodic updates of performance data, enable VoIP Availability Manager to generate performance-related events. For the second functionality, Global Console users access VoIP Performance Manager drill-down displays associated with the VoIP Availability Manager topology and notifications. This allows Global Console users to troubleshoot alarms which involve specific VoIP Availability Manager topology objects and selected notifications. VoIP client tools on page 30 describes how client tools interact and the client tools that are available. 24 EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide

Integration VoIP Performance Manager performance data and processing Figure 4 on page 25 shows how VoIP Availability Manager processes the performance data from VoIP Performance Manager. The mechanism that conveys performance data is a VoIP Performance Manager trap. The integration procedure is provided in Chapter 3, Configuring VoIP Performance Manager Integration. VoIP Performance Manager Performance data traps Built-in trap receiver OID.1.3.6.1.4.1.6102 VoIP Availability Manager VoIP Performance Manager Integration Pack PM trap processor Find trap source device* in topology? No Discard trap Yes Invoke PM trap handler Parse trap for performance metrics Locate corresponding object in topology Apply metric values to appropriate attributes of object * Trap source device is VoIP Performance Manager. Figure 4 Processing of VoIP Performance Manager performance data VoIP Performance Manager periodically sends predefined traps to the VoIP Availability Manager built-in trap receiver. The built-in trap receiver reads the Integrated Research Enterprise OID (.1.3.6.1.4.1.6102) field of the received traps and forwards the traps to the PM Trap Processor. For each received trap, the PM Trap Processor determines which PM trap handler to invoke based on the name of the trap. The selected PM trap handler parses the trap for performance metrics and applies their values to the appropriate attributes of the corresponding object in the VoIP Availability Manager modeled topology. Note: With a few exceptions, a predefined trap contains metrics for just one object. VoIP Performance Manager performance data and processing 25

Integration If the corresponding object cannot be found in the topology, the PM trap handler discards the trap. Media resource type traps are exceptions to this rule. MediaResourceAggregate objects on page 27 describes how media resource data is processed. Note: The VoIP Performance Manager traps that convey the performance data should not be confused with VoIP Performance Manager threshold traps which are informational traps. Performance data traps provide performance-oriented data for object attributes. Informational traps do not. The VoIP Notification Trap Adapter collects and parses informational traps, and then the Adapter Platform processes them as trap notifications. EMC ITOI VoIP Availability Manager Configuration Guide provides complete information about traps that are converted to notifications. Performance-related objects and attributes After completing its discovery, VoIP Availability Manager creates an instance of the VoipPerformanceManager class to discover and monitor VoIP Performance Manager applications in the managed environment. The instance is a VoIP Performance Manager application known as the VoIP Performance Manager managing node. This application is represented as a VoipPerformanceManager object in VoIP Availability Manager s topology, and the object s Type attribute is set to Manager. Then, VoIP Availability Manager begins processing performance-related data from VoIP Performance Manager. Specifically, the VoIP Performance Manager Integration Pack extracts the performance data from traps and uses it to update new performance-related attributes in the following classes of the VoIP Availability Manager data model: CallManager (Cisco) ConvergedCallManager (Avaya) DS1Service (Avaya) GatewayService (Avaya, Cisco, Nortel) H323GateKeeper (Avaya) H323Service (Cisco) MediaProcessor (Avaya) MediaResourceAggregate (Cisco) SignalingService (Nortel) VoipCluster (Avaya, Cisco, Nortel) If necessary, VoIP Availability Manager also creates a two-way Monitors/MonitoredBy relationship between the object and the VoipPerformanceManager managing node object. 26 EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide

Integration MediaResourceAggregate objects As described in VoIP Performance Manager performance data and processing on page 25, a PM trap handler parses the incoming performance data trap and applies the values to the appropriate object. If a corresponding object cannot be found in the topology, a trap handler discards the trap. Media resource traps, which are applicable to Cisco only, are exceptions to this rule. For a received media resource trap having no corresponding object in the topology, the trap handler creates a corresponding MediaResourceAggregate object in the topology and associates the created object with its VoipCluster instance. Note: VoIP Availability Manager does not discover MediaResourceAggregate objects. A MediaResourceAggregate object contains summary performance data for a specific type of registered media device, where the Type attribute is one of the following values: HardwareConference SoftwareConference VideoConference Annunciator MediaTerminationPoint Transcoder MusicOnHold (MOH) MOH-Unicast MOH-Multicast Each MediaResourceAggregate object has a one-way, one-to-many ConsumedBy relationship with MediaService objects of the same type. Each MediaResourceAggregate object also has a two-way ProvidesDataFor/ProvidesDataBy relationship with CallManager objects. MediaService objects represent applications that handle functions like: Decoding DTMF tones Transmitting dial tones, busy signals, and announcements Bridging multiple media streams into a conference For a MusicOnHold (MOH) trap, the trap handler creates three MediaResourceAggregate objects: The first object has Type=MusicOnHold. The second object has Type=MOH-Multicast (and holds multicast data). The third object has Type=MOH-Unicast (and hold unicast data). The first MusicOnHold object has a ComposedOf relationship with the other two. Performance-related objects and attributes 27

Integration Performance-related attributes Some of the performance-related attributes are informational. Others are instrumented or computed attributes based on the performance data received from VoIP Performance Manager. Some reflect the threshold values set for performance threshold groups, which are accessible through a Polling and Thresholds Console attached to VoIP Availability Manager. The attributes that are updated by the performance data received from VoIP Performance Manager are listed in Table 2 on page 28. If the VoIP Performance Manager Integration Pack is not installed, performance-related attributes will either show default values (0; 0.0; false) or appear grayed-out in the Global Console. If the VoIP Performance Manager Integration Pack is installed and no VoIP Performance Manager traps are received for the amount of time specified by the PMTraps_Timeout parameter, the controller for the pack disconnects VoIP Performance Manager instrumentation, which deactivates the performance-related attributes and suspends the generation of performance-related events. The EMC ITOI VoIP Availability Manager Configuration Guide provides information about the PMTraps_Timeout parameter. Table 2 Attributes that are updated with performance data (page 1 of 2) Vendor Class Attribute Avaya ConvergedCallManager ProcessorOccupancy DS1Service GatewayService H323GateKeeper MediaProcessor VoipCluster DownTrunks, TotalTrunks, ActiveTrunks Status RegisteredPhones, PhoneRegistrationChanges ControlLinkStatus, EthernetLinkStatus TotalRoutePatterns TotalTrunkGroups TotalDegradedRoutePatterns TotalDegradedTrunkGroups TotalDownRoutePatterns TotalDownTrunkGroups 28 EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide

Integration Table 2 Attributes that are updated with performance data (page 2 of 2) Vendor Class Attribute Cisco CallManager RegisteredAnalogAccessDevices RegisteredDigitalAccessDevices RegisteredHardwarePhones RegisteredOtherStationDevices ActiveCalls CallsInProgress ActiveVideoCalls CompletedVideoCalls RegisteredPhonesPrimary RegisteredPhonesSecondary RegisteredPhonesTertiary GatewayService (Cisco Version 4) GatewayService (Cisco Version 5 and above) H323Service MediaResourceAggregate VoipCluster Status, ChannelUtilization, FailedOutboundCalls Status, ChannelsInService, ChannelUtilization, PortlUtilization, FailedOutboundCalls ActiveCalls, CallsInProgress, ActiveVideoCalls Active, Available, Total MosAverage MosAboveThresholdCalls MosBelowThresholdCalls MosAboveGoodThresholdCalls MosBetweenGoodFairThresholdCalls MosBetweenFairPoorThresholdCalls MosBelowPoorThresholdCalls MosThreshold MosGoodThreshold MosFairThreshold MosPoorThreshold Nortel GatewayService Status SignalingService VoipCluster Status TotalRoutes, TotalDegradedRoutes, TotalDownRoutes,TotalTrunks, TotalDownTrunks Performance-related objects and attributes 29

Integration Name mapping To map object names, VoIP Availability Manager receives performance data from VoIP Performance Manager and uses that information and VoIP Availability Manager discovery information to build system or cluster name-mapping tables. Some attributes are needed to bridge the gap between the device-naming schemes used by both VoIP Availability Manager and VoIP Performance Manager. A good example is the ExternalName attribute, which has been added to the VoipCluster, CallManager, and ConvergedCallManager classes to denote the names of these objects as known to VoIP Performance Manager. VoIP client tools Client tools, as well as server tools, enable Global Console users to invoke programs in response to a particular target object, such as a notification object, a topology object, or a map object. Right-clicking a target object displays a pop-up menu that lists the available tools for the target object. Client tools created to access VoIP Performance Manager data, referred to as VoIP client tools in this document, are available only to certain topology objects which are imported by the Global Manager from VoIP Availability Manager. They enable Global Console operators to use the Java-based GUI available from the VoIP Performance Manager to access drill-down displays. For example, in Figure 5 on page 31, Global Console operators access drill-down displays from the VoIP Performance Manager s web server, in this case, an Apache Tomcat server. 30 EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide

Integration Global Console URL launch VoIP topology VoIP Availability Manager VoIP topology Global Manager Native Win32 Console Java-based GUI (drill down) HTTP connection Performance traps VoIP Performance Manager intercommunication VoIP Performance Manager Managing Node HTTP port VoIP Performance Manager Tomcat Thresholds VoIP Performance Manager intercommunication Thresholds Call Manager Cluster 1 Managed by VoIP Performance Manager Call Manager Cluster 2 Managed by VoIP Performance Manager... Call Manager Cluster n Managed by VoIP Performance Manager Figure 5 VoIP client tool operation Invoking a VoIP client tool for a particular VoIP Availability Manager topology object or for a selected notification opens a web browser that loads the VoIP Performance Manager drill-down display associated with the object and the tool itself. The name of the tool indicates the category (view) of collected performance data that the tool will display for the object. The VoIP client tools are described in Table 3 on page 33. VoIP client tools 31

Integration VoIP Performance Manager s Java-based GUI and displays The VoIP Performance Manager Java-based GUI has the same performance and status displays as the native Win32 GUI, including the drill-down capability. The Java-based GUI is read-only and does not provide administrative configuration capabilities. As such, Global Console users can open the Java-based GUI to drill down for more detail without affecting the configuration of the VoIP environment. In Figure 5 on page 31, the Java-based GUI is launched through a URL that points to the IP address of the Apache Tomcat server on the VoIP Performance Manager managing node. The managing node may be any host, other than a call manager s host, that is running VoIP Performance Manager. Web browser support The URL can be launched from any host that is network-reachable to the VoIP Performance Manager s web server. The Java 2 Platform Standard Edition version 5.0 (also known as JRE 1.5) is required. The following web browsers are supported for accessing VoIP Performance Manager: Microsoft Internet Explorer 6.0 Mozilla 1.7 and Mozilla Firefox 1.0 Netscape Navigator 7.2 In addition, your web browser must support: Java Applets (Java Plug-in/ JRE version 5.0 or later recommended) JavaScript and Applet Scripting (native object scripting in Netscape) Cookies (only per-session cookies for originating website are necessary) Note: Important web browser information is given in Web browser operation and limitations on page 37. Java-based GUI documentation Global Console client tools The VoIP Performance Manager Java-based GUI is described in the EMC ITOI VoIP Performance Manager User Guide and the EMC ITOI VoIP Performance Manager System Guide. Client tools are invoked and executed on the host where the Global Console is running. Thus, all files created for a client tool must be located in the Service Assurance Management Suite installation area from which the Global Console is invoked. A client tool consists of one or more executable tool script files. On Windows systems, a tool is typically invoked by the Windows command interpreter (cmd.exe). On UNIX systems, a client tool is typically invoked by a shell script (/bin/sh). EMC ITOI provides a number of tool scripts in the BASEDIR/smarts/actions/client directory that, with minor modifications, work on most systems. 32 EMC ITOI VoIP Management Suite Version 8.1 Overview and Integration Guide

Integration Client tools created to access VoIP Performance Manager data Included in the BASEDIR/smarts/actions/client/voip directory in the VoIP Availability Manager installation area is a set of client tools created to access VoIP Performance Manager data. The VoIP client tools are described in Table 3 on page 33. Table 3 VoIP client tools (page 1 of 3) Client tool script Display name for tool Target object Opens a web browser and loads a URL that points to the VoIP Performance Manager drill-down display that contains the following: viewavayanetworkregion Launch IP Network Region View ConvergedCallManager (Avaya Call Manager) IP Network Region performance metrics relevant to the target ConvergedCallManager object. viewavayaprocessor Launch Processor View Processor performance metrics relevant to the target ConvergedCallManager object. viewavayads1service Launch DS1Service View DS1Service (Avaya Digital Signal 1 card) viewavayamediagateway Launch Media Gateway View GatewayService (Avaya Media Gateway application) viewavayaclan Launch CLAN View H323GateKeeper (Avaya Control LAN card) viewavayamedpro Launch MedPro View MediaProcessor (Avaya Media Processor card) viewavayaportnetwork Launch Port Network View PortNetwork (A collection of Avaya Media Gateway port cards) Performance metrics relevant to the target DS1Service object. Performance metrics relevant to the target GatewayService object. Performance metrics relevant to the target H323GateKeeper object. Performance metrics relevant to the target MediaProcessor object. Performance metrics relevant to the target PortNetwork object. VoIP client tools 33