ACCELERATOR 6.3 ALARMS AND OPERATIONAL MEASUREMENTS October 2014 Tango Networks, Inc. phone: +1 469-229-6000 3801 Parkwood Blvd, Suite 500 fax: +1 469-467-9840 Frisco, Texas 75034 USA www.tango-networks.com
Accelerator 6.3 s and Operational Measurements 2004-2014 Tango Networks, Inc. This software is protected by copyright law and international treaties, and is the confidential and proprietary information of Tango Networks, Inc. Unauthorized reproduction, use, or distribution of this software, or any portion of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the law. The software described in this document is furnished under license agreement and may only be used in accordance with the terms of the agreement. Tango Networks and Accelerator are trademarks of Tango Networks, Inc. All other trademarks used herein are the property of their respective owners and are used for identification purposes only. 2004-2014 Tango Networks, Inc. Tango Networks, Accelerator and E=fmc2 are trademarks or registered trademarks of Tango Networks, Inc. All other trademarks or service marks are the property of their respective owners. Specifications and features are subject to change without notice. October 2014 CONFIDENTIAL Page 2 of 12
Accelerator 6.3 s and Operational Measurements TABLE OF CONTENTS DOCUMENT OVERVIEW... 4 ALARMS... 4 SYSTEM ALARMS... 6 NETWORK CONNECTIVITY ALARMS... 6 HARDWARE ALARMS... 7 RESOURCE ADAPTER ALARMS... 7 SERVICE LOGIC EXECUTION ENVIRONMENT (SLEE) ALARMS... 8 OPERATIONAL MEASUREMENTS... 9 SESSION CONDUCTOR OMS... 9 MEDIA CONDUCTOR OMS...11 MANAGEMENT COMPONENT OMS...11 PROVISIONING COMPONENT OMS...11 October 2014 CONFIDENTIAL Page 3 of 12
Accelerator 6.3 s and Operational Measurements Document Overview This document defines the alarms, logs, and Operational Measurements (OMs) that are generated by the Tango Accelerator. The Tango Management Console Reference Guide includes procedures for viewing and archiving logs, alarms, and operational measurements. s s are viewed by accessing the Accelerator Viewer using the Management Console. Refer to the Tango Management Console Reference Guide for login information and instruction on how to launch the Viewer. The alarms in the Viewer are formatted as shown in Figure 1 below. Figure 1 Accelerator Format via Viewer Screen Node Physical node that raised alarm Name Software component name that raised alarm ID Numerical value assigned to the alarm Severity Severity of the alarm as follows: o o Critical (Red) Most severe; usually represents a service-affecting condition (an example is CPU or disk usage >80%) Major (Orange) Represents a serious, potentially service-affecting condition October 2014 CONFIDENTIAL Page 4 of 12
Accelerator 6.3 s and Operational Measurements o Minor (Yellow) Represents an unusual condition but is not serviceaffecting (an example is CPU or disk usage between 60-80%) of the event that caused the alarm Timestamp Date and time the alarm was raised Context Additional description of the alarm Action Action necessary to clear the alarm The Viewer parses alarm information to produce the alarms you find in the Viewer. The alarms found in the customer log file are ordered differently than the alarms in the Viewer. Here is an example of an alarm from the customer log file. Figure 2 Accelerator Format via Customer Log File Note that the alarm log is delimited by a pipe sign. Customer log file name, date, and timestamp - The first set of data describes the customer log file name and date/time indicating an error. Timestamp Date and time the alarm was raised Severity Severity of the alarm as follows: o o o Critical (Red) Most severe; usually represents a service-affecting condition (an example is CPU or disk usage >80%) Major (Orange) Represents a serious, potentially service-affecting condition Minor (Yellow) Represents an unusual condition but is not serviceaffecting (an example is CPU or disk usage between 60-80%) ID Numerical value assigned to the alarm Name Software component name that raised alarm of the event that caused the alarm Action Action necessary to clear the alarm Context Additional description of the alarm The alarm identification is based upon the following number schema: 1000-1999 System alarms 2000-2999 Network connectivity alarms October 2014 CONFIDENTIAL Page 5 of 12
Accelerator 6.3 s and Operational Measurements 3000-3999 Usage alarms 4000-4999 Hardware alarms 5000-5999 Software alarms 6000-6999 SS7 alarms 7000-7999 Resource adapter alarms 8000-8999 SLEE alarms When an alarm is raised or cleared, an associated customer log is generated. The log contains all of the information available for the alarm. The following sections outline the alarms that may be generated by the ACCELERATOR system. The Name column in the tables is a generic reference to the software component that raises the alarm. When an alarm appears in the system, it contains the name of the specific component that was configured during system deployment. System s ID Severity 1001 Minor 1002 Critical 1003 Minor 1004 Critical CPU Occupancy Passed Minor Threshold CPU Occupancy Passed Critical Threshold Disk Occupancy Passed Minor Threshold Disk Occupancy Passed Critical Threshold Context CPU Minor Threshold is between 60%-80% CPU Critical Threshold is 80% or greater Disk Minor Threshold is between 60%-80% Disk Critical Threshold is 90% or greater Name Node Node Node Node Causes/ Actions Add additional capacity if problem persists. Add additional capacity if problem persists. Verify Management is online and that files are being periodically offloaded to a back-end collector. Verify Management is online and that files are being periodically offloaded to a back-end collector. Network Connectivity s ID Severity 2001 Critical 2002 Major 2005 Minor Managed Element Unrecoverable Communication to the target has been lost Connection has been lost to Network Time Source (NTP Server) Context Name of managed element <host name> IP address of NTP server Name Node Management Management Causes/ Actions Contact Verify target status or network connectivity. Verify network connectivity. October 2014 CONFIDENTIAL Page 6 of 12
Accelerator 6.3 s and Operational Measurements ID Severity 2010 Critical 2011 Major Lost all connectivity to endpoint Lost connection to endpoint Context Varies based on type of endpoint Varies based on type of endpoint Name Causes/ Actions Verify connectivity Verify connectivity Hardware s ID Severity 4001 Minor Database backup failed Context Name Management Causes/ Actions Run a manual backup. If problem persists, please contact support Resource Adapter s ID Severity 7100 Critical 7200 Critical 7300 Major 7500 Critical 7501 Major 7502 Minor CTI remote Provider Out Of Service Google connection Out of Service SMDI Lost Connection to Remote Provider Media is in OVERLOAD Agent resources exceeded major threshold Agent resources exceeded minor threshold Context <PBX name> Connection to Google Failed! SMDI: Host - <ip address>: port - <port number> MC IS IN SYSTEM OVERLOAD! MC is 80% in OVERLOAD MC is 60% in Overload Componen t Name Causes/ Actions Verify PBX. Verify certificates and IP connectivity. Verify Terminal Server. Please contact Please contact Please contact October 2014 CONFIDENTIAL Page 7 of 12
Accelerator 6.3 s and Operational Measurements Service Logic Execution Environment (SLEE) s ID Severity 8104 Minor 8125 Major 8300 Major 8301 Major 8302 Major 8303 Minor 8400 Major permanent connection to a SIP Endpoint is not operational permanent SIP connections to all SIP endpoints are not operational doesn t have a valid run-time license has an expired run-time license is operating over run-time license capacity 's run-time license is due to expire soon Postgres Database Unrecoverable Context No persistent connections available to host:port: transport 1 No persistent connections available to host:port: transport 1 Varies License with serial '<serialid>' has expired. Varies Varies postgres Name Causes/ Actions Please verify status of SIP endpoint and network connectivity. Please verify status of all SIP endpoints and network connectivity. Contact Contact Contact Contact Contact 1 s 8104 and 8125 are related to the TLS and non-tls persistent connections between the Accelerator and the Mobilizer. For TLS, the port:transport portion will equal 5061:tls. For non-tls the port:transport will be either 5060:tcp for single node deployments or 5070:tcp for clustered configurations. October 2014 CONFIDENTIAL Page 8 of 12
Accelerator 6.3 s and Operational Measurements Operational Measurements Operational Measurements (OMs) are generated by the following Accelerator software components: Media Management Provisioning OMs OM Name Aborted Feature Invocations Active Call Handoff to Cellular Active Call Handoff to Cellular Failure Active Call Handoff to WiFi Active Call Handoff to WiFi Failure Authentication Failure Blind Transfer Feature Activation Call Admission Control Rejected Incoming Call Move Feature Activation Call Move Feature Activation Consultative Transfer Feature Activation Inbound PSTN Call Attempts Inbound PSTN Call Completions Inter Pbx Call Attempts Inter Pbx Call Completions Ivr Access Number Attempt Ivr Passthru Activation Long Call Audit Release Matched Feature Invocations Media Not Responding Mobile Call Recording Attempted Mobile Call Recording Success Mobile Orig Route Via Enterprise Failed Mobile Origination Deny Call Out-of-band service digits (received via SIP INFO) contained abort sequence. This OM is pegged when an active VoIP call has successfully handed off to the cellular network. This OM is pegged when an active VoIP call has failed to handoff to the cellular network. This OM is pegged when an active cellular call has successfully handed off to the VoIP network. This OM is pegged when an active cellular call has failed to handoff to the VoIP network. Pegged any time an end user s SIP Digest credentials either fail to authenticate or have expired. Expired credentials are a normal part of the SIP Digest authentication process and are automatically renewed by the client. An OM count greater than 0 is therefore expected when WiFi clients are being utilized by end users but an abnormally high count may indicate attempts are being made to guess accounts and/or passwords. Blind Transfer service invoked by enabled Accelerator subscriber. Call cannot be delivered to the Accelerator trunk because the CAC Call Limit Inbound or Call Limit Total values have been met or exceeded. Pegged when Call Move from Desk->Mobile or Mobile->Desk. Pegged when Call Move from Desk->Mobile or Mobile->Desk. Consultative Transfer service invoked by enabled Accelerator subscriber. Applies to SIP trunking only. Pegged when any SIP trunking call is delivered from a PSTN gateway. Applies to SIP trunking only. Pegged when any call entering the Accelerator from a PSTN gateway is answered. Applies to SIP trunking only. Pegged when SIP trunking is received from a provisioned PBX trunk and terminated to a provisioned SIP trunk. Applies to SIP trunking only. Pegged when SIP trunking PBX-to-PBX call is answered. This OM is pegged when the Accelerator receives a call to the two-stage dialing access number to provide service. This is pegged when the subscriber dials a feature activation code to disable Accelerator s mid-call service codes. This OM is pegged when the session conductor has determined that a call is no longer active. Out-of-band service digits (received via SIP INFO) matched service invocation code. Pegged when the service code is detected in a SIP INFO message. (e.g. PBXs such as the CS1K may use INFO instead of DTMF digits.) Timeout waiting for the media conductor to respond or there is a general failure to allocate mediaconductor channels. This OM pegs any time a Call Recording Server is pulled into a call for recording. This is true even if the media conductor is not available. This OM is pegged when the Call Recording Server is pulled into a call for recording and the recording server successfully answers. A mobile origination that was expected to route to the Accelerator via a PilotDN was never received. Origination attempt from subscriber mobile rejected based on provisioned Mobile Policy selected. October 2014 CONFIDENTIAL Page 9 of 12
Accelerator 6.3 s and Operational Measurements OM Name Mobile Origination Route Direct Mobile Origination Route Via Enterprise Mobile Term Route Via Enterprise Failed Mobile Termination Route Direct Mobile Termination Deny Call Mobile Termination Route Via Enterprise MWI Notification Failure MWI Notification Success No Mediaconductor Available Origination Call Abandoned Origination Failures Message Timeout Origination Failures Other Reasons Origination Successes Outbound PSTN Call Attempts Outbound PSTN Call Completions PilotDN Highwater Mark Pilot Reservation Failed Registration Attempt Registration Success Route Advance Attempt Subscriber No Voicemail Service Substitute Route Direct For Route Via Ent Termination Call Abandoned Termination Failures Message Timeout Termination Failures Other Reasons Termination Successes Unauthorized Unmatched Feature Invocations Origination attempt from a subscriber s mobile that routes the call to the wireless network (not re-routed into enterprise) based on provisioned Mobile Policy selected. This OM is also pegged (along with Substitute Route Direct For Route Via Ent OM) when a mobile originated call to a subscriber with Route via Enterprise policy but there are no Pilot DNs available. Origination attempt from a subscriber s mobile re-routed into enterprise based on provisioned Mobile Policy selected. A mobile termination that was expected to route to the Accelerator via a PilotDN was never received. Termination attempt to a subscriber s mobile that routes to the wireless network (not re-routed into enterprise) based on provisioned Mobile Policy selected. This OM is also pegged (along with Substitute Route Direct For Route Via Ent OM) when a mobile terminated call to a subscriber with Route via Enterprise policy but there are no Pilot DNs available. Termination attempt to a subscriber s mobile rejected based on provisioned Mobile Policy selected. Termination attempt to a subscriber s mobile re-routed into enterprise based on provisioned Mobile Policy selected. Failure attempting to deliver Message Waiting Indicator to wireless network. This OM is not pegged when an email is sent for voice mail notification. Message Waiting Indicator delivered successfully to wireless network. Call unable to provide mid-call services due to lack of an in-service media conductor. Mobile origination or service invocation attempt failed due to 487 REQUEST TERMINATED SIP response. Associated with the origination-side abandoning the call. Mobile origination or service invocation attempt failed due to 408 REQUEST TIMEOUT SIP response. Failure to route calls to the endpoint. This OM pegs when the Accelerator tries to route to an endpoint but receives a SIP error such as a 403 FORBIDDEN, 404 NOT FOUND, 480 TEMPORARILY UNAVAILABLE, 486 BUSY HERE, and 500 SERVER INTERNAL ERROR.) This OM is not pegged when the Accelerator receives an Origination Failures Message Timeout, Origination Call Abandoned, or when the subscriber is assigned the Deny policy. Origination or service invocation attempt that results in an answered call. Applies to SIP trunking only. Pegged when any SIP trunking call is delivered to a PSTN gateway. Applies to SIP trunking only. Pegged when any call delivered from the Accelerator via a PSTN gateway is answered. This OM reports the maximum number of Pilot DN resources reserved at a given time during the OM reporting interval. Unable to allocate a Pilot Number to reroute the call into the enterprise. This OM is pegged when a registration to a line-based PBX is attempted. This OM is pegged when a registration to a line-based PBX is successful. The route advance timer expired before a response was received to an INVITE request. A new INVITE request is sent to the next available route within a trunk group. Busy or No Answer termination trigger received from wireless network for subscriber with no voice mail service. This OM is pegged when a mobile policy to route the call into the enterprise is selected but no resources are available. Mobile termination attempt failed due to 487 REQUEST TERMINATED SIP response. This OM pegs when the origination party abandons a call to a mobile or when the desk phone answers a call that is simultaneously ringing to the mobile. Mobile termination attempt failed due to 408 REQUEST TIMEOUT SIP response. Failure to route calls to the endpoint. This OM pegs when the Accelerator tries to route to an endpoint but receives a SIP error such as a 403 FORBIDDEN, 404 NOT FOUND, 480 TEMPORARILY UNAVAILABLE, 486 BUSY HERE, and 500 SERVER INTERNAL ERROR.) This OM is not pegged when the Accelerator receives a Termination Failures Message Timeout, Termination Call Abandoned, or when the subscriber is assigned the Deny policy. Termination attempts that result in an answered call. Message received from an unknown source. Out-of-band digits (received via SIP INFO) failed to match service invocation code. October 2014 CONFIDENTIAL Page 10 of 12
Accelerator 6.3 s and Operational Measurements OM Name Voice Mail Deposit Routed Failure Voice Mail Deposit Routed Success Voice Mail Retrieval Routed Failure Voice Mail Retrieval Routed Success Failure while attempting to route a subscriber mobile termination to voice mail. Success while attempting to route a subscriber mobile termination to voice mail. Failure while attempting to route subscriber mobile origination to voice mail number. Subscriber mobile origination to voice mail number for retrieval completed successfully. Media OMs OM Name AbortedFeatureInvocations ActiveMediaStreams ConnectionCreateSuccess ConnectionCreateFailure MatchedFeatureInvocations UnmatchedFeatureInvocations In-band service digits contained abort sequence. Current number of active media sessions. Connection object created. Failure attempting to create media connection. In-band service digits matched service invocation code. In-band service digits failed to match service invocation code. Management OMs OM Name Login Failures CpuRequest DiskUtilizationRequest TrapsSent Unsuccessful login attempt to the management component. SNMP request for CPU utilization data. SNMP request for disk utilization data. SNMP trap sent. Provisioning OMs OM Name Carrier Subr Validation Attempts Carrier Subr Validation Failures ProvLoginFailures MobileAssistantLoginFailures ProvTCRestoreAudits ProvTERestoreAudits SubscriberAudits Pegged when a query is launched to the carrier subscriber database for the purposes of validation. Pegged when a query to the carrier subscriber database results in an error. Unsuccessful login attempt to the provisioning component. Unsuccessful login attempt to the Mobile Assistant. Audit conducted to align subscribers between Accelerator and Mobilizer as a result of Mobilizer database restore. Audit conducted to align subscribers between Accelerator and Mobilizer as a result of Accelerator database restore. Periodic audit conducted to align subscribers between Accelerator and Mobilizer. October 2014 CONFIDENTIAL Page 11 of 12
Tango Networks, Inc. 3801 Parkwood Blvd, Suite 500 Frisco, Texas 75034 USA phone: + 1 469-229-6000 fax: + 1 469-467-9840 www.tango-networks.com