TECHNICAL NOTES EMC ITOI VoIP Management Suite 8.1 Technical Notes P/N 300-013-797 REV A01 May, 2012 These technical notes contain supplemental information about EMC IT Operations Intelligence (ITOI) VoIP Management Suite. The notes provide technical information about VoIP application certification for Global Technical Support, Field Services, partners, and customers. Topics include: Overview... 2 Advantages of new certification framework... 3 VoIP applications discovered with new cert-<xxx>.conf files... 3 Phases of VoIP application discovery... 5 Syntax of cert-<xxx>.conf... 6 Field certification... 11 Examples... 13 Wildcards... 19 Terminology... 21 Troubleshooting and getting help... 25 Note: On UNIX operating systems, the EMC ITOI 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. These default installation paths are referred to as BASEDIR in this document.
Overview Overview The certification framework developed for EMC ITOI VoIP Management Suite enhances and supplements the certification process available in older VoIP releases. Certification ensures that applications (services) managed by the VoIP Availability Manager are properly represented in the modeled topology, and that the VoIP services are correctly monitored for connectivity and performance analysis. Two classes in the VoIP configuration model have been modified to improve detection of VoIP services and processes associated with SYS-APPL-MIB and HOST-RESOURCES-MIB. Table 4 on page 9 and Table 5 on page 10 provide the attribute descriptions for each class: VoipServiceSpecification VoipProcessSpecification Several new cert-<xxx>.conf configuration files hold pre-defined attribute data necessary to discover the applications listed in Table 1 on page 3. These files install into the BASEDIR/conf/voip/discovery directory: cert-avaya.conf cert-cisco.conf cert-nortel.conf cert-core.conf cert-microsoft.conf cert-veritas.conf cert-hp.conf cert-ibm.conf cert-mcafee.conf When new certifications are needed, copy and rename one of these files (keep the naming convention, cert-<newname>.conf). Then edit the new file to properly configure the correct mapping among the signatures that identify the application or process (ServiceNameSignature, SystemDescriptionSignature, ProcessNameSignature, ParameterSignature) and MIB Names probed for detection of the new application. (Table 6 on page 12 and Table 7 on page 12 provide details.) To ease the configuration process, you may now specify wildcard criteria as follows: to detect VoIP applications based on Process Name, Service Name, or System Description to detect VoIP processes based on Process Name Note: VoIP applications or processes associated with private MIBs (for example, CISCO-CCM-MIB) do not use the new certification framework configuration files. Instead, they continue to be discovered with the existing configuration files (avaya.conf, cisco.conf, nortel.conf). 2 EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes
Overview Advantages of new certification framework Several enhancements are introduced in the new certification framework: Allows user to disable discovery of a VoIP application or process. Enables easier detection of applications through the use of wildcards and glob pattern recognition. For example, the complete process name, CERServer was required in the VoIP 3.0 configuration file, but *CER* is allowed in the VoIP cert-cisco.conf file. Wildcards on page 19 describes the syntax rules for using wildcard characters. Provides configuration file templates for easier data entry. Enables customers to add their own service monitoring. The sample configuration files included with this framework may be copied and edited to allow certification of new applications and processes. Field certification on page 11 provides more information. VoIP applications discovered with new cert-<xxx>.conf files Table 1 on page 3 lists some of the applications that will be discovered using the default cert-<xxx>.conf files released with VoIP. The set of applications are updated frequently, so the cert-<xxx>.conf files shipped with the VoIP Management Suite provide the most up-to-date list. To discover additional VoIP applications or processes on devices using HOST-RESOURCES-MIB and SYS-APPL-MIB, make a copy of one of the cert-<xxx>.conf files and name the file with the syntax, cert-<newname>.conf. Edit the new file with data relevant to the new application or process. Table 1 VoIP applications discovered with VoIP cert-<xxx>.conf files (page 1 of 2) Enablement pack EMC ITOI Enablement Pack for Avaya VoIP application Messaging Application Server (MAS) Messaging Storage Server (MSS) EMC ITOI Enablement Pack for Cisco Cisco Customer Response Applications (CRA) Cisco Emergency Responder (CER) Cisco Personal Assistant (PA) Cisco Unified Contact Center Enterprise (IPCC) Cisco Unified Contact Center (UCCX) components: - Quality Manager (QM) - WFM (WorkForce management) - EIM-WIM (Email Web Integration) - ASR-RS (Nuance Real Speak) - ASR-OSR (Open Speech Recognizer) Cisco Unified Presence (CUPS) Cisco Unity Cisco Unity Connection TFTP Service EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes 3
Overview Table 1 VoIP applications discovered with VoIP cert-<xxx>.conf files (page 2 of 2) Enablement pack EMC ITOI Enablement Pack for Nortel Other applications VoIP application Call Pilot Contact Center MCS Management Server Multimedia Communication App Server Multimedia Communication Database Server Multimedia Communication IPCM Server Symposium Telephony Manager Compaq Insight Manager DHCP Service HP Insight Agent Service IBM CIM Service McAfee Virus Scan Microsoft Exchange Service Active Directory Service Veritas Backup Service Table 2 on page 4 shows the Enablement Pack-specific configuration files used in VoIP Management Suite. Table 2 Enablement Pack configuration files used to discover VoIP applications Enablement pack EMC ITOI Enablement Pack for Avaya EMC ITOI Enablement Pack for Cisco EMC ITOI Enablement Pack for Nortel EMC ITOI VoIP Integration Pack for VoIP Performance Manager VoIP (used with HOST-RESOURCES-MIB and SYS-APPL-MIB) BASEDIR/conf/voip/discovery/cert-avaya.conf BASEDIR/conf/voip/discovery/cert-cisco.conf BASEDIR/conf/voip/discovery/cert-nortel.conf BASEDIR/conf/voip/discovery/cert-core.conf Vendor-specific processes and applications are now listed in vendor-specific files such as cert-microsoft.conf 4 EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes
Table 3 on page 5 shows the vendor-specific configuration files used in VoIP Management Suite. Table 3 Vendor-specific configuration files used to discover VoIP applications Vendor Microsoft Sample applications (see configuration file for most up-to-date list) Microsoft Exchange Service, Active Directory Service, DHCP Service VoIP (used with HOST-RESOURCES-MIB and SYS-APPL-MIB) BASEDIR/conf/voip/discovery/cert-microsoft.conf Veritas Veritas Backup Service BASEDIR/conf/voip/discovery/cert-veritas.conf Hewlett Packard (HP) HP Insight Agent Service BASEDIR/conf/voip/discovery/cert-hp.conf International Business Machines (IBM) IBM CIM Service BASEDIR/conf/voip/discovery/cert-ibm.conf McAfee McAfee Virus Scan BASEDIR/conf/voip/discovery/cert-mcafee.conf EMC ITOI certification matrix The EMC ITOI Certification Matrix for VoIP identifies the vendor-specific applications that are discovered and monitored by the VoIP Management Suite. This document provides a list of all VoIP applications certified for a release. Phases of VoIP application discovery The process of discovering a VoIP application involves the following phases: IP discovery phase Discovery of the physical devices, building the Layer 2 (data link layer) and Layer 3 (network layer) connectivity, and verifying the operational status of the device, and its components. Device discovery takes place in the EMC ITOI IP Management Suite. The EMC ITOI VoIP Management Suite documentation provides more information. Network topology is then sent to the VoIP Availability Manager for further discovery and monitoring. VoIP discovery phase In VoIP Management Suite version, a two-step certification process is available for devices using either the HOST-RESOURCES-MIB or SYS-APPL-MIB: 1. Detection and discovery of VoIP applications (using VoipServiceSpecification with either the HOST-RESOURCES-MIB or the SYS-APPL-MIB) 2. Detection and discovery of VoIP processes (using VoipProcessSpecification with the HOST-RESOURCES-MIB) Note: The second step (discovery of VoIP processes) is dependent upon the successful completion of step 1 (discovery of VoIP applications). EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes 5
Syntax of cert-<xxx>.conf Each enablement pack has its own certification configuration file(s). These configuration files are read during initialization of VoIP-AM server. Depending upon the MIBs in the VoIP-enabled device, one or more configuration files control the discovery process. Field certification on page 11 explains how to edit the cert-<xxx>.conf files located in the BASEDIR/conf/voip/discovery directory. The following example illustrates the syntax of the cert-<xxx>.conf file. This file has two sections for discovering a VoIP application and its associated processes: VoipServiceSpecification VoipProcessSpecification VoipServiceSpecification The VoipServiceSpecification section is listed first in the configuration file. This section of the file contains information about the vendor, application name, criticality, and which MIB should be probed to determine the processes to discover or monitor. By default, the, HOST-RESOURCES-MIB is probed to find the processes that run as part of the VoIP application. These processes, if unique to the application, make up the signature of that application. If all of these processes are running, then the application may be assumed to be running. In the event that the HOST-RESOURCES-MIB process names are too generic to allow discovery of a specific VoIP application, you may specify the SYS-APPL-MIB in the VoipServiceSpecification section. If using the SYS-APPL-MIB to identify the name of the application, then you must also specify the ServiceNameSignature. Note that wildcards are not allowed when specifying the ServiceName Signature; the complete name of the application, as shown in SYS-APPL-MIB, must be listed. You can edit the TargetClassName in this section to list which VoIP class will display the application name in the Topology Browser Console. For example, you may choose to have the TargetClassName be either VoipApplication or VoipNetworkService. The IsCritical field exists for both VoipServiceSpecification and VoipProcessSpecification, but its use differs for each. If the IsCritical field is set to TRUE in the VoipServiceSpecification, this means the application is critical. This setting will be reflected in the attribute, IsCritical=TRUE, in VoipApplication or VoipNetworkService. Table 4 on page 9 provides definitions of the attributes and default values used in the VoipServiceSpecification section of the cert-<xxx>. conf files. 6 EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes
VoipProcessSpecification The VoipProcessSpecification section lists the processes that make up a VoIP application. This section uses values only from HOST-RESOURCES-MIB. You may use wildcards when specifying the ProcessNameSignature. You may designate the criticality of a process in this section. If there are multiple critical processes, you may designate each as critical by setting IsCritical=TRUE. If one of these critical processes stops running, then the application (to which the process belongs) will be marked UNRESPONSIVE. If all of the critical processes that make up the application go down, then the application will be marked DOWN. Table 5 on page 10 provide definitions of the attributes and their default values. Example: cert-<xxx>.conf A template of a typical configuration specification to detect a VoIP application and associated VoIP processes is as follows: Example:- VoipServiceSpecification::VoipServiceSpecification-<UniqueServiceType> { Following attributes in VoipServiceSpecification are used in detection logic for discovery of applications in VoIP-AM server. Name of the MIB to be probed Optional attribute. Defaults to value "HOST-RESOURCES-MIB" MibName = "<mib name>" Specification of the glob pattern used to match the VoIP Service. Mandatory attribute. ProcessNameSignature = "<globpattern in the form *process name*>" Specification of the glob pattern used to match the parameters passed. while invocation of VoIP processes or Service. Optional attribute. ParameterSignature = "<glob pattern>" Specification of the glob pattern used to match the system description of the application. Optional attribute. SystemDescriptionSignature = "<system description>" Following attributes in VoipServiceSpecification are used for setting the attributes of the discovered application in VoIP-AM server. Mandatory attribute. Type = "<type>" Name of the VoIP Service Class Name to be instantiated by the Probe Driver Mandatory attribute. TargetClassName = "<class name>" VoIP Service Name to be instantiated. Will be defaulted to the logic in the probe Optional attribute. TargetInstanceName = "<instance name>" EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes 7
Vendor Name Mandatory attribute. Vendor = "<vendor>" Boolean to determine whether the detected VoIP Service or Process is critical for providing end user functionality. Optional attribute. Defaults to value TRUE. IsCritical = <TRUE/FALSE> Boolean to enable this configuration specification. If FALSE, this specification will be ignored. Optional attribute. Defaults to value TRUE. IsEnabled = <TRUE/FALSE> Freeform text describing the version being supported. Optional attribute. VersionDescription = "<description>" VoipProcessSpecification associated to VoipServiceSpecification via Processes relationship. VoipProcessSpecification objects detect critical and non-critical processes. Processes += VoipProcessSpecification::VoipProcessSpecification- <ServiceType/unique process name1> { Following attributes in VoipProcessSpecification are used in detection logic for discovery of processes in VoIP-AM server. Specification of the glob pattern used to match the VoIP Process. Mandatory attribute. ProcessNameSignature = "<process name glob pattern>" Specification of the glob pattern used to match the parameters passed. while invocation of VoIP processes or Service. Optional attribute. ParameterSignature = "<glob pattern>" Optional attribute. MibName = "<mib name>" Following attributes in VoipProcessSpecification are used for setting the attributes of the discovered proces in VoIP-AM server. Optional attribute. Type = "<type>" Optional attribute. IsCritical = <TRUE/FALSE> Optional attribute. Vendor = "<vendor>" Processes += VoipProcessSpecification::VoipProcessSpecification- <ServiceType/unique process name2> { ProcessNameSignature = "<process name glob patter>" MibName = "<mib name>" Type = "<type>" Vendor = "<vendor>" IsCritical = <TRUE/FALSE> 8 EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes
Table 4 on page 9 describes the attributes used by the VoipServiceSpecification class. This is a superclass for VoipServices, for example, VoipApplication, VoipNetworkService, VoipProcess, and so forth. Table 4 Attribute descriptions for VoipServiceSpecification (page 1 of 2) Field Description Default value Example TargetClassName Will be used to set the VoipService class name to be instantiated by the Probe Driver. MANDATORY attribute and should be specified by the user. VoipApplication, VoipNetworkService, and so on. TargetInstanceName VoipService Instance Name to be instantiated. OPTIONAL attribute. Will be defaulted to the logic in the probe. Vendor Vendor name. MANDATORY attribute. CISCO IsEnabled Boolean to enable this configuration specification. If FALSE, this specification will be ignored and will not be associated in the discovery detection logic. TRUE IsCritical Boolean to determine whether the detected VoIP Service or Process is critical for providing end user functionality. OPTIONAL attribute. Default value is FALSE. MibName Name of the MIB as supplied by the vendor. Common MIB names are HOST-RESOURCES-MIB, SYSAPPL-MIB. HOST-RESOURCES-MIB HOST-RESOURCES-MIB, SYS-APPL-MIB SystemDescription- Signature Specification of the glob pattern used to match the system description of the application. (Will be used for detection of applications and processes.) NONE ServiceNameSignature Specification of the glob pattern used to match the system description of the application. (Will be used for detection of applications and processes.) NOTE: Enter a value here only if you specified SYS-APPL-MIB as the MibName. Wildcard characters are not allowed. NONE ProcessNameSignature Specification of the glob pattern used to match the process names running on the host. (Will be used for detection of processes.) NOTE: Make sure there is only one matching process for each signature. In the event of multiple matches, the detection logic creates multiple VoIP Process instances for multiple signatures. This can be confusing. OPTIONAL attribute. Default value is NONE. Specification to match the process name in HOST-RESOURCES-MIB: "CTI*Storage Server* "CTI*Storage Ser" EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes 9
Table 4 Attribute descriptions for VoipServiceSpecification (page 2 of 2) Field Description Default value Example ParameterSignature Used to distinguish one process from another if both have duplicate names, for example, DBWrapper.exe. The ParameterSignature value is needed to identify the unique process. OPTIONAL attribute. Default value is NONE. Type Type of VoIP Service or Process that would be instantiated. Examples of types are CCM, CER, IPCC. Used in the suffix. MANDATORY attribute and should be specified by the user. CER, CCM VersionDescription Freeform text describing the version being supported. OPTIONAL. Default value is empty string. Table 5 on page 10 describes each field used to detect and discover VoIPProcess. Table 5 Attribute descriptions for VoipProcessSpecification Field Description Default value Example TargetInstanceName VoIP Process Name to be instantiated. NOTE: If unsure that the specific VoIPProcess is running on the host, you should specify TargetInstanceName. Otherwise, the discovery code will skip the discovery of the VoIPProcess. OPTIONAL attribute. Will be defaulted to the logic in the probe. IsEnabled Boolean to enable this configuration specification. If FALSE, this specification will be ignored and will not be associated in the discovery detection logic. TRUE IsCritical Boolean to determine whether the detected VoIP Process is critical for providing end user functionality. OPTIONAL attribute. Default value is TRUE. ProcessNameSignature Specification of the glob pattern used to match the Process names running on the Host. (Will be used for detection of processes.) If a process runs on multiple operating systems, avoid specifying the process name extension (for example,.exe). MANDATORY attribute. Default value is "*". Specification to match the process name in HOST-RESOURCES-MIB: "CTI*Storage Server* "CTI*Storage Ser" ParameterSignature Used to distinguish one process from another if both have duplicate names, for example, DBWrapper.exe. The ParameterSignature value is needed to identify the unique process. OPTIONAL attribute. Default value is NONE. IsKeyToApplication Specification of whether the process is very critical for proper functioning of the VoIP application. OPTIONAL Default value is FALSE. 10 EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes
Field certification Field certification involves mapping the attribute name shown in either the HOST-RESOURCES-MIB or SYS-APPL-MIB to a combination of existing discovery probes and instrumentation classes recognized within the VoIP Management Suite. EMC customers, partners, or Field Engineers usually perform this configuration activity. This type of certification is useful when a device running a new VoIP application utilizes the same discovery probes and instrumentation as a previously certified device. For example, when the new application, say a Cisco Emergency Responder v. 2.x (CER), is a variant of a previously certified application. Certification procedure To certify a new VoIP application for discovery, EMC requires the following information: Identify which MIB(s) are used in the VoIP-enabled device. The HOST-RESOURCES-MIB provides information about the processes running on the device. The SYS-APPL-MIB provides information about VoIP applications running on the device. The HOST-RESOURCES-MIB is the default MIB entry in the cert-<xxx>.conf file. Obtain a MIB walk of the uncertified device and find the attribute values for the new VoIP application or process. Table 6 on page 12 and Table 7 on page 12 provide MIB value mappings. Use a third-party tool or choose one of the two utilities provided in EMC ITOI products to assist with obtaining a MIB walk: sm_snmpwalk (available only from the EMC ITOI IP Management Suite) sm_snmp (file output is available as snap, mimic, or walk) Note: The utility, sm_smnp, is available in EMC ITOI software built on Foundation 7.2, build 20 or higher. Edit a copy of the cert-<xxx>.conf file(s) and update the required fields listed in Table 4 on page 9 and Table 5 on page 10. Use a pound sign () to add comments to the file when editing it. Add the signature of the new VoIP application or process as defined in the MIB. If using wildcard characters, the signature names require an asterisk as both prefix and suffix. For example, the value in HrSWRunName in the HOST-RESOURCES-MIB maps to the signature of the VoIP process: *CERServer* Restart the VoIP AM server. Note: You may use wildcard characters for all signatures except the ServiceNameSignature. Multiple ServiceNameSignatures may be specified if separated by commas, but the full name for each is required. Wildcards on page 19 describes the syntax allowed when using wildcard characters. EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes 11
Table 6 on page 12 provides a mapping between the signatures and the MIB attributes for VoIP Services. Table 6 Signatures tor MIB attribute mapping for VoipServiceSpecification Signature name MIB name MIB OID/attribute name Example ServiceNameSignature SYS-APPL-MIB 1.3.6.1.2.1.54.1.1.1.1.3 sysapplinstallpkgproduct Name ProcessNameSignature HOST-RESOURCES-MIB 1.3.6.1.2.1.25.4.2.1.2 hrswrunname ParameterSignature HOST-RESOURCES-MIB 1.3.6.1.2.1.25.4.2.1.5 hrswrunparameters SystemDescriptionSignature MIB-II 1.3.6.1.2.1.1.1 sysdescr ServiceNameSignature = "Cisco Emergency Responder,CER Database" ProcessNameSignature = "DBWrapper.exe" ParameterSignature = "*CRS SQL Server - Agent*" SystemDescriptionSignature = "*mcsipcmsvr*" Table 7 on page 12 provides a mapping between the signatures and the MIB attribute for VoIP Processes. Table 7 Signature to MIB attribute mapping for VoipProcessSpecification Signature name MIB name MIB attribute name Example ProcessNameSignature HOST-RESOURCES-MIB 1.3.6.1.2.1.25.4.2.1.2 hrswrunname ParameterSignature HOST-RESOURCES-MIB 1.3.6.1.2.1.25.4.2.1.5 hrswrunparameters ProcessNameSignature = "DBWrapper.exe" ParameterSignature = "*CRS SQL Server - Agent*" 12 EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes
Examples This section provides examples of the VoIP Specification configuration for detecting different types of applications. See the cert-<xxx>.conf files that install with the VoIP Management Suite for the most up-to-date information. Example: CISCO Emergency Responder This is an example for detecting the existence of Cisco Emergency Responder (CER), version 2.x using the SYS-APPL-MIB: Detect Cisco Emergency Responder VoipServiceSpecification::VoipServiceSpecification-CER { Application Type Type = "CER" VoIP Service or Process Instance Name to be instantiated. TargetInstanceName = "CiscoEmergencyResponder" Name of the VoIP Service Class Name to be instantiated TargetClassName = "VoipApplication" Vendor Name Vendor = "CISCO" Boolean to determine whether the detected VoIP Service or Process is critical for providing end user functionality. Cisco Emergency Responder (CER) is a critical application Boolean to enable this configuration specification. If FALSE, this specification will be ignored. IsEnabled = TRUE Specification of the glob pattern used to match the VoIP Service. ProcessNameSignature = "*snmpd* *snmp.exe*&*cerserver*" ServiceNameSignature = "Cisco Emergency Responder,CER Database" Specification of the glob pattern used to match the version of the application. Detect version CER 2.X based on the version signature VersionSignature = "2.*" Specify the associated MibName for detection of application MibName = "SYSAPPL-MIB" Freeform text describing the version being supported. This attribute will be used in certification report to list the applications and versions currently certified by VoIP-AM server. VersionDescription = "Cisco Emergency Responder Version 2.x" Process_ Specification associated to VoipServiceSpecification via Processes relationship. VoIPProcess_ Specification objects detect critical and non-critical processes. Processes += VoipProcessSpecification::VoipProcessSpecification-CER/CERServer { Specification of the glob pattern used to match the VoIP Process. Detect existence of CERServer.exe critical process in HOST-RESOURCES-MIB ProcessNameSignature = "CERServer*" Type = "CER" Vendor = "CISCO" EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes 13
Processes += VoipProcessSpecification::VoipProcessSpecification-CER/CERPhoneTracking { ProcessNameSignature = "CERPhoneTrac*" Type = "CER" Vendor = "CISCO" DependsOnProcesses += VoipProcessSpecification::VoipProcessSpecification-CER/CERServer Processes += VoipProcessSpecification::VoipProcessSpecification-CER/SyslogAgent { ProcessNameSignature = "SyslogAgent.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/sqlagent { ProcessNameSignature = "sqlagent.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/sqlservr { ProcessNameSignature = "sqlservr.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/ceradmin { ProcessNameSignature = "ceradmin.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/cer { ProcessNameSignature = "cer.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/ciscosecd { ProcessNameSignature = "ciscosecd" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/hostagt { ProcessNameSignature = "hostagt" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/sappagt { ProcessNameSignature = "sappagt" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/mib2agt { ProcessNameSignature = "mib2agt" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/snmp_master_age { ProcessNameSignature = "snmp_master_age" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/naaagt { ProcessNameSignature = "naaagt" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/dblrpc { ProcessNameSignature = "dblrpc" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/sshd { ProcessNameSignature = "sshd" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/syslogd { ProcessNameSignature = "syslogd" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/CiscoDRFMaster { ProcessNameSignature = "CiscoDRFMaster" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/CiscoDRFLocal { ProcessNameSignature = "CiscoDRFLocal" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/cdpAgt { ProcessNameSignature = "cdpagt" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/cdpd { ProcessNameSignature = "cdpd" 14 EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes
Processes += VoipProcessSpecification::VoipProcessSpecification-CER/certM { ProcessNameSignature = "certm" DependsOnProcesses += VoipProcessSpecification::VoipProcessSpecification-CER/CERServer Processes += VoipProcessSpecification::VoipProcessSpecification-CER/host_agent { ProcessNameSignature = "host_agent.pl" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/logger { ProcessNameSignature = "logger" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/mib2_agent { ProcessNameSignature = "mib2_agent.pl" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/sapp_agent { ProcessNameSignature = "sapp_agent.pl" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/snmpdm { ProcessNameSignature = "snmpdm" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/oninit { ProcessNameSignature = "oninit" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/cerpt { ProcessNameSignature = "cerpt" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/snmp { ProcessNameSignature = "*snmpd* *snmp.exe*" Processes += VoipProcessSpecification::VoipProcessSpecification-CER/CERAdminServer { ProcessNameSignature = "CERAdminServer*" Example: CISCO Customer Response Application (CRA) This is an example for detecting the Cisco Customer Response Application (CRA) using the process name signature (from HOST-PRESOURCES-MIB) to make sure the application is CRA, not IPCC: Detect Customer Response Application (CRA) VoipServiceSpecification::VoipServiceSpecification-CRA { Type = "CRA" TargetClassName = "VoipApplication" Vendor = "CISCO" IsEnabled = TRUE Following signature make sure the application name is CRA not IPCC ProcessNameSignature = "~*CRSJavaService*&~*pgagent*&*FCCServer*" Processes += VoipProcessSpecification::VoipProcessSpecification-CRA/FCCServer { ProcessNameSignature = "FCCServer*" Processes += VoipProcessSpecification::VoipProcessSpecification-CRA/FCRasSvr { ProcessNameSignature = "FCRasSvr*" Processes += VoipProcessSpecification::VoipProcessSpecification-CRA/CTIStorageServer { ProcessNameSignature = "*CTI Storage Ser*" Processes += VoipProcessSpecification::VoipProcessSpecification-CRA/slapd { ProcessNameSignature = "slapd*" EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes 15
Example: Cisco Unified Contact Center Express This is an example for detecting IP Contact Center (IPCC) using the process name signature (from HOST-PRESOURCES-MIB) to make sure the application is IPCC, not CRA: Detect IPCC (IP Contact Center. Formerly known as CRA) VoipServiceSpecification::VoipServiceSpecification-IPCC { Type = "UCCX" TargetClassName = "VoipApplication" Vendor = "CISCO" Following signature make sure the detected application is IPCC not CRA ProcessNameSignature = "*CRSJavaService*" VersionDescription = "Cisco Unified Contact Center Express (IPCC) 3.x,4.x,5.x" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/CRSJavaService { ProcessNameSignature = "CRSJavaService*" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/CRSJavaEngine { ProcessNameSignature = "CRSJavaEngine.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/CRSJavaAdmin { ProcessNameSignature = "CRSJavaAdmin.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/FCCServer { ProcessNameSignature = "FCCServer.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/FCRasSvr { ProcessNameSignature = "FCRasSvr.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/CTIStorageServer { ProcessNameSignature = "*CTI Storage Serv*" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/LDAPMonSvr { ProcessNameSignature = "LDAPMonSvr.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/slapd { ProcessNameSignature = "slapd.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/slurpd { ProcessNameSignature = "slurpd.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/DirAccessSynSvr { ProcessNameSignature = "DirAccessSynSvr.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/FCVoIPMonSvr { ProcessNameSignature = "FCVoIPMonSvr.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/AgtStateSvr { ProcessNameSignature = "AgtStateSvr.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/SyslogAgent { ProcessNameSignature = "SyslogAgent.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/sqlagent { ProcessNameSignature = "sqlagent.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/sqlservr { ProcessNameSignature = "sqlservr.exe" 16 EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes
Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/IPPASvr { ProcessNameSignature = "IPPASvr.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/LRMServer { ProcessNameSignature = "LRMServer.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/RPServer { ProcessNameSignature = "RPServer.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/AlarmNTService { ProcessNameSignature = "AlarmNTService.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/snmp { ProcessNameSignature = "snmp.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/DBWrapper { ProcessNameSignature = "DBWrapper.exe" ParameterSignature = "*CRS SQL Server - Agent*" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/NMWRAPPER { ProcessNameSignature = "NMWRAPPER.exe" ParameterSignature = "*Cisco Desktop Enterprise Service*" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/SqlService { ProcessNameSignature = "SqlService.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-IPCC/LDAPMonitorSvr { ProcessNameSignature = "LDAPMonitorSvr.exe" EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes 17
Example: Quality Manager This is an example for detecting the Quality Manager (QM) using process name (from HOST-PRESOURCES-MIB) and parameter name signature: Detect Quality Manager VoipServiceSpecification::VoIPService-QualityManager { Type = "QM" TargetClassName = "VoipNetworkService" Vendor = "CISCO" IsEnabled = TRUE ProcessNameSignature = "*splkjservice*" ParameterSignature = "*SQM splksqmctiservice*" Processes += VoipProcessSpecification::VoipProcessSpecification-QM/splkjserviceCTI { ProcessNameSignature = "splkjservice.exe" ParameterSignature = "*SQM splksqmctiservice*" TargetInstanceName = "SQMCTIService" TargetDisplayName = "SQMCTIService" Processes += VoipProcessSpecification::VoipProcessSpecification-QM/splkjserviceDBCleaner { ProcessNameSignature = "splkjservice.exe" ParameterSignature = "*SQM splksqmdbcleaner*" TargetInstanceName = "SQMDBCleaner" TargetDisplayName = "SQMDBCleaner" Processes += VoipProcessSpecification::VoipProcessSpecification-QM/splkjserviceDBProxy { ProcessNameSignature = "splkjservice.exe" ParameterSignature = "*SQM splksqmdbproxy*" TargetInstanceName = "SQMDBProxy" TargetDisplayName = "SQMDBProxy" Processes += VoipProcessSpecification::VoipProcessSpecification-QM/LDAPMonSvr { ProcessNameSignature = "LDAPMonSvr.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-QM/DirAccessSynSvr { ProcessNameSignature = "DirAccessSynSvr.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-QM/SQMUploadController { ProcessNameSignature = "SQMUploadController.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-QM/sqmservice { ProcessNameSignature = "sqmservice.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-QM/sqlservr { ProcessNameSignature = "sqlservr.exe" Processes += VoipProcessSpecification::VoipProcessSpecification-QM/tomcat5 { ProcessNameSignature = "tomcat5.exe" 18 EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes
Wildcards Wildcards A wildcard pattern is a series of characters that are matched against incoming character strings. You can use these patterns when you define pattern matching criteria. Matching is done strictly from left to right, one character or basic wildcard pattern at a time. Basic wildcard patterns are defined in Table 8 on page 19. Characters that are not part of match constructs match themselves. The pattern and the incoming string must match completely. For example, the pattern abcd does not match the input abcde or abc. A compound wildcard pattern consists of one or more basic wildcard patterns separated by ampersand (&) or tilde (~) characters. A compound wildcard pattern is matched by attempting to match each of its component basic wildcard patterns against the entire input string. Compound wildcard patterns are listed in Table 9 on page 20. If the first character of a compound wildcard pattern is an ampersand (&) or tilde (~) character, the compound is interpreted as if an asterisk (*) appeared at the beginning of the pattern. For example, the pattern ~*[0-9]* matches any string not containing any digits. A trailing instance of an ampersand character (&) can only match the empty string. A trailing instance of a tilde character (~) can be read as except for the empty string. Note: Spaces are interpreted as characters and are subject to matching even if they are adjacent to operators like &. Table 8 Basic wildcard patterns (page 1 of 2) Character Description? Matches any single character. For example, server?.example.com matches server3.example.com and serverb.example.com, but not server10.example.com. * Matches an arbitrary string of characters. The string can be empty. For example, server*.example.com matches server-ny.example.com and server.example.com (an empty match). [set] Matches any single character that appears within [set]; or, if the first character of [set] is (^), any single character that is not in the set. A hyphen (-) within [set] indicates a range, so that [a-d] is equivalent to [abcd]. The character before the hyphen (-) must precede the character after it or the range will be empty. The character (^) in any position except the first, or a hyphen (-) at the first or last position, has no special meaning. For example, server[789-].example.com matches server7.example.com through server9.example.com, but not server6.example.com. It also matches server-.example.com. For example, server[^12].example.com does not match server1.example.com or server2.example.com, but will match server8.example.com. EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes 19
Wildcards Table 8 Basic wildcard patterns (page 2 of 2) Character <n1-n2> Description Matches numbers in a given range. Both n1 and n2 must be strings of digits, which represent nonnegative integer values. The matching characters are a non-empty string of digits whose value, as a nonnegative integer, is greater than or equal to n1 and less than or equal to n2. If either end of the range is omitted, no limitation is placed on the accepted number. For example, 98.49.<1-100>.10 matches a range of IPv4 addresses from 98.49.1.10 through 98.49.100.10. Example of an omitted high end of the range: <50-> matches any string of digits with a value greater than or equal to 50. Example of an omitted low end of the range: <-150> matches any value between zero and 150. For a more subtle example: The pattern <1-10>* matches 1, 2, up through 10, with * matching no characters. Similarly, it matches strings like 9x, with * matching the trailing x. However, it does not match 11, because <1-10> always extracts the longest possible string of digits (11) and then matches only if the number it represents is in range. Matches alternatives. For example, ab bc cd without spaces matches exactly the three following strings: ab, bc, and cd. A as the first or last character of a pattern accepts an empty string as a match. Example with spaces ab bc matches the strings ab and bc. \ Removes the special status, if any, of the following character. Backslash (\) has no special meaning within a set ([set]) or range (<n1-n2>) construct. Special characters for compound wildcard patterns are summarized in Table 9 on page 20. Table 9 Compound wildcard patterns Character & Description And Also for a compound wildcard pattern. If a component basic wildcard pattern is preceded by & (or is the first basic wildcard pattern in the compound wildcard pattern), it must successfully match. Example: *NY*&*Router* matches all strings that contain NY and also contain Router. Example: <1-100>&*[02468] matches even numbers between 1 and 100 inclusive. The <1-100> component only passes numbers in the correct range and the *[02468] component only passes numbers that end in an even digit. Example: *A* *B*&*C* matches strings that contain either an A or a B, and also contain a C. ~ Except for a compound wildcard pattern (opposite function of &).If a component basic wildcard pattern is preceded by ~, it must not match. Example: 10.20.30.*~10.20.30.50 matches all devices on network 10.20.30 except 10.20.30.50. Example: *Router*~*Cisco*&*10.20.30.*~10.20.30.<10-20>* matches a Router, except a Cisco router, with an address on network 10.20.30, except not 10.20.30.10 through 10.20.30.20. 20 EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes
Terminology Terminology Table 10 on page 21 lists a few essential terms you should know about device and application certification. Table 10 Terms you should know (page 1 of 4) Term HOST-RESOURCES-MIB MIB (Management Information Base) MIB Browser MIB-II MIB-II compliant Definition MIB used for discovery of VoIP application services. This standard MIB shows the processes running on the device. A critical process must be running in order for a VoIP service to be detected (for example, CERService). Provides a standard representation of the SNMP Agent's available information and where it is stored. A MIB is a database of information referenced by an SNMP agent. An application that allows you to see all of the branches and leaf nodes in a particular MIB or group of MIBs by OBJECT-TYPE. Standard MIB format supported by EMC ITOI. The information is fetched from the standard mib-2 tree of SNMP objectid structure, that is any system objectid below.1.3.6.1.2.1. Some common MIBs we look at are: system interface IP Address dot1d dot1q entity if-extension Strict definition: An SNMP agent that supports every object under every group in the MIB node. Common usage: An SNMP agent that supports the first five groups under the MIB node. The following five groups are usually for any SNMP manageable object: system(1) interfaces(2) at(3) ip(4) icmp(5) A MIB-II compliant SNMP agent may support more groups in addition to these five, but it is expected to support at least these five groups. The following are the required MIB-II compliant agent groups: sysdescr(1): Description of the entity. sysobjectid(2): Complete system objectid string defined by the vendor who created the entity. This object is used extensively by SNMP applications to identify the kind of SNMP agent the application is talking to. sysuptime(3): Tracks time elapsed after the agent was last restarted. syscontact(4): This object may contain the name of the person locally responsible for the entity. Often empty. When a device responds to a ping, the following five system objectids are polled: sysdescr sysobjectid syscontact sysname syslocation EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes 21
Terminology Table 10 Terms you should know (page 2 of 4) Term MIB Object Instance MIBs: Vendor-specific NMS (Network Management Station) Definition Each MIB object has an instance. For example, a router, which is a device with multiple network interfaces, will have multiple instances of the MIB Object Interface type. The MIB object contains information about the type of interfaces used by the entity (here, the entity is a router). This MIB object is: iso(1) org(3) dod(6) internet(1) mgmt(2) mib(1) interfaces(2) iftable(2) ifentry(1) iftype(3) If the router had four interfaces, we need four values of the MIB object iftype to describe all four interfaces, that is, one value per interface. Indexes in a MIB allows one MIB object definition to represent multiple values, or instances, of the object. Between interfaces(2) and iftype(3) in this example are iftable(2) ifentry(1). By combining the Entry MIB object with the Index number, we come up with an instance. The instance is written as the MIB object followed by the Index number and separated by a period. So in our example, we have four instances: iftype.1, iftype.2, iftype.3, and iftype.4. Each instance will have its own value for the MIB object it is representing. The numeric value returned by a MIB query can be translated to the Interface type. A MIB query on iftype that returns the following: iftype.1: 6 iftype.2: 9 iftype.3: 15 iftype.4: 28 implies that following interfaces are available on the device: Ethernet (6), Token Ring (9), FDDI (15), and SLIP (28). If a MIB object is not part of a table, its instance will be 0. For example, sysuptime, has only one instance and does not require a table sysuptime keeps track of how much time has elapsed since the agent was restarted. There is only one agent for sysuptime and no table is required. The instance for sysuptime is written: sysuptime.0 It is often necessary to use vendor-specific MIBs to completely manage a device. In some cases, standardized MIBs, such as MIB-II, do not contain tables for representing certain elements that the IP managers are able to manage. For example, MIB-II does not represent processor or memory elements. In these cases, vendor-specific MIBs offer more detailed information. For example, the MIB-II iftable in a Cisco Catalyst 5500 contains an entry for each port. However, the duplex setting for each port is only available from the proprietary porttable within the CISCO-STACK MIB. An application designed to poll SNMP Agents for information. 22 EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes
Terminology Table 10 Terms you should know (page 3 of 4) Term objectid, OID, Object Identifier sm_snmp SMI (Structure of Management Information) SNMP (Simple Network Management Protocol) SNMP Agent SNMP commands SNMP Community String SNMP Trap Definition MIB shorthand providing a path to required MIB objects. For example, the complete path to the sysuptime(3) objectid is:.1.3.6.1.2.1.1.3 which is translated by a MIB-II compliant agent as iso(1) org(3) dod(6) internet(1) mgmt(2) mib(1) system(1) sysuptime(3) A simple application that can send and receive SNMP information using a command line interface. Available from any EMC ITOI product built on Foundation 7.2 build 20 or higher. The Standard governing the construction of a MIB. An application-layer protocol for managing TCP/IP based networks. SNMP runs over UDP which in turn runs over IP. Software running on a device that references the MIB to provide information and status for a device. The SNMP Protocol is broken down into five different kinds of functions (called Protocol Data Units or PDUs). These five PDUs are GetRequest, GetNextRequest, GetResponse, SetRequest, and Trap. The Get PDU is used to ask the SNMP agent to send back the value for a particular MIB instance. Since an instance is a unique objectid string, each Network Management Station must send out one SNMP Get for each instance that needs to be retrieved. The GetNext PDU is used primarily to walk down a table within the MIB. SNMP Community strings provide basic access control for SNMP information. There are three kinds of SNMP Community strings: Read-Only, Read-Write, and Trap. Read-Only string allows you to issue SNMP Get and GetNext requests to the agent and get a Reply. The string is sent out with the SNMP Get or GetNext request and if the SNMP agent is using the same Read-Only string, then it processes the request. Read-Write string also allows you to perform SNMP Set requests. If a MIB object has a ACCESS value of read-write, then you can change the value of that MIB object with an SNMP Set and the correct Read-Write SNMP Community string. If the MIB object has an ACCESS value of read-only, then you cannot change the value, even with the correct Read-Write string. If you try to access an SNMP agent with the wrong SNMP Community string, the agent will not provide you the information. If the SNMP agent is set up to do so, it may generate an SNMP trap called an Authentication Failure trap. This trap is sent to one or more Network Management Stations to let them know that someone is trying to access the MIB on an SNMP agent. An SNMP agent can be programmed to send out a trap when a certain set of circumstances arises. Most of these circumstances, and what do when encountered, are hard coded into the SNMP agent provides by the device manufacturer. An SNMP Trap contains an objectid that identifies it as a trap, some information about which MIB objects generated the trap, and the values of those MIB objects. The IP Manager listens for these traps and processes the information accordingly. EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes 23
Terminology Table 10 Terms you should know (page 4 of 4) Term SNMPWALK SYS-APPL-MIB Unmanagable Device VoIP application VoIP network service VoIP process Definition A simple application (sm_snmpwalk) that can send and receive SNMP information using a command line interface. Available only from the EMC ITOI IP Management Suite. MIB used for discovery of VoIP application services. This MIB provides additional information about services running on the device. A device not running an SNMP agent. VoIP end-user software, for example, voicemail. Provides an essential VoIP network connection service. For example, Dynamic Host Configuration Protocol (DHCP) or Call Manager. Unlike an application, a VoIP service is generally not accessible by the end-user. A software program running in memory that is part of a VoIP application or network service. For example, ccm or ctftp that are part of a Cisco CallManager network service. 24 EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes
Troubleshooting and getting help Troubleshooting and getting 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. Copyright 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. EMC ITOI VoIP Management Suite Certification Framework Version 8.1 Technical Notes 25