Copyright 2013 - Integrated Research Limited

Important Notices Copyright Copyright 2013 - Integrated Research Limited (ABN 76 003 588 449). All rights reserved. The information contained in this guide is protected by copyright. No part of this document may be reproduced in any form, including photocopying or translation into a foreign language. Reproducing or copying any part of this document or the computer software without authorization violates U.S. and international copyright laws. Date of Issue: 18 June 2013 Product Version: PVM 4.2 Trademarks Prognosis is a registered trademark of Integrated Research Limited. Other product names mentioned in this manual may be trademarks, registered trademarks and/or service marks of their respective owners and may not be used for commercial purposes without express permission from their respective owners. Third Party Software License Notices For details of third party software license notices, please refer to the Third Party Software License Guide which is located in the Documentation folder of the Prognosis VoIP Monitor installation path. Disclaimer The information in this guide is published as is and without warranties of any kind, expressed or implied, including those regarding the accuracy or completeness of the information, warranties of merchantability and fitness for a particular purpose, or those arising from a course of dealing, usage or trade practice. In no event will Integrated Research be liable for any damages whatsoever (including, without limitation, those resulting from lost profits, lost data or business interruption) arising out of the use, inability to use, or the results of this guide. Page 2 of 162

Contents Introduction... 5 Using VoIP Monitor... 7 Using VoIP Monitor... 8 Log in Procedure... 9 Monitoring Interface...10 Home Page...12 Reports Page...13 Alerts Page...14 License Central...16 Troubleshoot Open Problems...18 Search Function...19 Avaya Data Displays...20 Avaya Systems Display...21 Avaya PBX Display...23 Avaya SAT Connection Status Display...25 Avaya Voice Streams Display...26 Avaya Voice Stream Details Display...28 Avaya PBX Busy Hour Display...29 Avaya Monitoring Node Display...30 Avaya Maintenance Worksheets Display...31 Avaya Alarms Display...33 Avaya PBX Network Device Displays...34 Avaya Boards Display...35 Avaya LSPs Display...36 Avaya Media Gateways Display...37 Avaya Media Servers Display...38 Avaya IP Network Regions Display...39 Avaya Phones Display...40 Avaya Port Networks Display...42 Avaya Route Patterns Display...43 Avaya Trunk Groups Display...44 Cisco Data Displays...45 All CUCM Appliances Display...46 Cisco Cluster Overview Display...48 Cisco Hardware Overview Display...50 All Servers Display...55 Cisco Cluster Availability Display...56 Cisco Calls Display...58 Cisco Alert Central Display...60 Cisco CTI Status Display...62 Cisco Gateways Display...64 Cisco License Unit Information Display...66 Cisco License Usage Report...68 Cisco Locations Display...69 Cisco Media Servers Display...70 Cisco Phones Display...72 Page 3 of 162

Prognosis VoIP Monitor Cisco Route Patterns Display...74 Cisco Services Display...75 Cisco TFTP Display...77 Cisco Trunks Display...79 Cisco Voice Quality by Cluster...81 Prognosis Alerts Display...83 Microsoft Lync Data Displays...85 Lync Overview Display...86 Lync Site Overview Display...88 Lync Front End Overview Display...90 Lync Mediation Overview Display...92 Lync Monitoring Overview Display...93 Lync AV Conferencing Overview Display...95 Lync Open Alert Central Display...97 Lync Call Central Display...99 Lync Call Summary Display...101 Lync Conference Call Summary Display...103 Lync Voice Quality Central Display...105 Lync Connection Status Display...107 Windows CPU and Memory Overview Display...108 Thresholds and Alerts...109 Avaya_Alert Threshold...110 Cisco_Alert Threshold...119 Lync-Alerts Threshold...138 PVM-Alerts Threshold...141 Reporting...142 Report Types...144 Set Report Timeframe - 'You Decide'...145 Prognosis First Responder...147 Prognosis First Responder...148 Setting up First Responder...149 Using First Responder...151 Refreshing Alert Data...153 Functions...154 Technical Support...157 Technical Support...158 Index...159 Page 4 of 162

Introduction Prognosis VoIP Monitor is a comprehensive VoIP monitoring solution created by Integrated Research. VoIP Monitor provides a wide range of data metrics including; component availability, phone status, voice stream MOS levels, latency, jitter and packet loss details plus much more. To do this VoIP Monitor collects data from the servers and databases in the VoIP environment, filters this data as required and then presents it in a 'userfriendly' format through a range of pre-packaged Displays, all in 'real-time'. An additional function allows for data to be used to generate email alerts and/or SNMP Traps when pre-defined Threshold conditions are met or exceeded. VoIP Monitor 4 is the latest version of this popular VoIP monitoring product. This new version now includes multi-vendor support, which allows monitoring of not only Avaya Aura but also Cisco and Microsoft Lync VoIP networks. In addition, a brand new Web based user interface has been introduced for both the configuration and the data monitoring components. This new interface provides a fresh new look with improved aesthetics including charts with instant data displays. In order to collect and present data, VoIP Monitor must be installed on a dedicated MS Windows machine running Microsoft IIS, which is monitoring the devices in the VoIP environment. VoIP Monitor is a Web based product which makes use of Microsoft IIS to serve data to operators through a Web browser connection. The number of Web browser connections simply depends upon how many operators need access to the data. VoIP Monitor comes with a wide range of pre-packaged tools that enable data collection and monitoring to start almost immediately upon installation. The data requesting tools are called 'documents' and these include: Displays - Display documents are designed to request specific data and then present the collected results in either a chart or table format. Thresholds - Threshold documents consist of a series of 'Conditions'. The Threshold will scan selected VoIP Monitor data looking for instances of the pre-defined conditions being met or exceeded and will then generate an email alert advising of the situation. Databases - 'Behind the scenes' databases are run by VoIP Monitor in order to collect data over a period of time. This data is then used for later comparison and analysis through report documents. Page 5 of 162

Using VoIP Monitor Page 7 of 162

Prognosis VoIP Monitor Using VoIP Monitor Once Prognosis VoIP Monitor has been installed and configured, it will be ready to start monitoring voice quality data. The Monitoring interface is used to view the collected data. The login screen for the interface can be accessed through a Web browser or it can be accessed on the machine where VoIP Monitor has been installed by selecting the View System option under the Prognosis VoIP Monitor item on the Windows Start menu. The following topics detail the log in procedure and the various features of the monitoring interface. Log in Procedure (page 9) Monitoring Interface (page 10) VoIP Monitor comes with a selection of pre-packaged Displays that provide logical easy-to-use graphical representations of the collected data. These Displays allow for the immediate start of system monitoring and they provide: - A view of 'real-time' data from the configured VoIP infrastructure. - Problem resolution by providing troubleshooting displays with access to in-depth information. - Service-level monitoring in order to ensure high call quality and optimal customer satisfaction. The Displays are accessed through the initial Prognosis VoIP Monitor (Home) Display (page 12) which will open automatically upon starting VoIP Monitor. This Display provides a list of all the configured PBXs/Clusters that have been set up for monitoring through the Configuration tool. From here you can drill-down on a specific PBX for a range of detailed information. Data Displays are provided for the following supported vendor platforms: Avaya Aura Communication Manager (page 20) Cisco Unified Communication Manager (page 45) Microsoft Lync (page 85) Page 8 of 162

Using VoIP Monitor Log in Procedure Use the following procedure to access the Prognosis VoIP Monitor User Interface. Procedure Step 1 Step 2 On the machine where VoIP Monitor is installed, from the Windows Start menu select; All Programs > Prognosis VoIP Monitor > View Systems Alternatively, from the same or a remote machine, open a Web browser and input the following URL: https://<ip-address>/prognosis/login <ip-address> can be the machine name or IP address where VoIP Monitor has been installed. Wait a few moments and then the VoIP Monitor Login Screen will open. Step 3 Step 4 Input your username and password. These should be the same credentials as used to log in to your network. The username can be input in the format of either: \<domain>.<user> or <domain\<user> If not already selected, select 'View Systems' from the drop-down list box. Select the Login button to open the Web Interface. Page 9 of 162

Prognosis VoIP Monitor Monitoring Interface Prognosis VoIP Monitor provides a user interface that allows system data to be viewed using a Web browser. A list of the various Web browsers that are supported can be found in the System Requirements section of the Installation and Configuration Guide. The benefit of the Web browser is that it allows monitored data to be viewed from virtually anywhere. The Prognosis VoIP Monitor Display is the Home page (page 12) for the Monitoring Interface and will be displayed after logging on or after selecting the View Systems button in the Configuration Tool. Aside from the toolbar, tabs and other features of the Web browser, which are located at the very top of the window, the VoIP Monitor Web Interface consists of its own toolbar at the top and the main data display area. Toolbar The toolbar includes a set of icons that when clicked provide access to numerous VoIP Monitor functions. Returns to the Prognosis VoIP Monitor Display (page 12). Opens the Reports Central Display (page 13). Opens the Alert Central Display (page 14) for all servers Page 10 of 162

Using VoIP Monitor Opens the Avaya Systems Display (page 21). This item will be dimmed if no license for Avaya monitoring has been detected. Opens the Cisco All CUCM Appliances Display (page 46). This item will be dimmed if no license for Cisco monitoring has been detected. Opens the Microsoft Lync Overview Display (page 86). This item will be dimmed if no license for Microsoft monitoring has been detected. Search box (page 19) Opens the VoIP Monitor Community Web site - VoiceQuality.com. This is the Help icon, clicking on this will open the VoIP Monitor online Help Center. This will log you out from your current user interface session. Data Displays The main area of the window is used to present collected data. This is done through a range of presentations which are referred to as Displays. Each Display consists of a collection of tables and/or graphs which depict real-time data for a specific category of metrics, for example, SAT Connection Status or Voice Streams. For details of the specific Displays that are provided please refer to the Data Displays section. To permit navigation from one Display to another a series of 'Links' and/or 'Drill-downs' are provided. When these are clicked another Display will open that contains more detailed or related data. Page 11 of 162

Prognosis VoIP Monitor Home Page The Prognosis VoIP Monitor Home Page contains the PVM-Welcome Display. This Display provides an overview of all VoIP environments that have been configured for monitoring. This page is accessed by clicking on the Home button in the VoIP Monitor toolbar. Display Data PBX Summary This table provides a list of each Avaya, Cisco and/or Microsoft Lync system being monitored and groups them together by vendor type. Each configured system is listed together with a 'Yes/No/Part' indicator showing if VoIP Monitor can currently connect to all the servers within the environment. In addition a summary of current Alerts is shown, together with CPU usage, number of Endpoints and number of Destinations. Clicking on a system name will open one of the following vendor specific overview Display. Avaya PBX Display (page 23) Cisco Cluster Overview Display (page 48) Lync Site Overview Display (page 88) Prognosis Alerts The Prognosis Alerts window contains a graph showing the number of Critical Alerts and Error Alerts that have been detected by VoIP Monitor. Clicking on either of the links will open the Troubleshoot Open Problems Display (page 18). Prognosis Licenses The Prognosis Licenses window contains a graph showing the number of VoIP Monitor licenses that are available for use (Allocated) and the actual number that are currently being used (Used). Clicking on an item in the Legend will open the License Central Display (page 16). Page 12 of 162

Using VoIP Monitor Reports Page Prognosis VoIP Monitor provides system performance reporting plus a range of call and voice reporting metrics for all supported vendor products. The reporting functionality is provided through the VoIP Monitor interface by a range of pre-packaged report documents that scan running databases to capture a 'snapshot' of data for requested reporting time periods, such as 'Today', 'Yesterday' or 'Last Week'. The Reports Central Display is accessed by clicking on the Reports button in the toolbar. This Display will present a list of available reports, grouped by vendor, in the panel on the left hand side. As the mouse hovers over a report name, a sample of the report is shown in the viewer on the right. For further details please refer to the VoIP Monitor Reporting topic (page 142). Page 13 of 162

Prognosis VoIP Monitor Alerts Page The Alerts Central -All Nodes Display provides details of any alerts that have been raised by Prognosis VoIP Monitor for the monitored devices. It provides a single location for problem management and, depending on how the problems are configured, can highlight the type of attention required and allow acknowledgement and/or command execution. The Alerts Central Display is accessed by clicking on the Alerts button in the VoIP Monitor toolbar. Display Data Each row in the Alerts Central Display provides useful information with problems listed in order of the time that each alert was opened. The Problem column shows a unique number assigned to each reported problem and the Status column shows the current situation of the problem, which could be one of the following: OPEN CLOSED START_AT STOP AT OPENACK CLOSEACK Problem still being resolved Problem resolved Scheduled to recommence processing at a specified time. Scheduled to stop processing at a specified time. Alert has been raised but has not yet been acknowledged. Alert has been raised and the OFF event has been received but it has not been acknowledged. The Text column provides a brief description of the problem and the Source column shows the node that the alert originated from Each alert is color-coded based on status and severity. This allows for easy recognition with regard to the severity of the problem and whether or not it has been resolved. The colors used include the following: Page 14 of 162

Using VoIP Monitor Red Orange Yellow Critical Error Warning Light blue Information Drill-downs Problems can be monitored at several different levels. Drilling-down on a specific problem allows operators to view more detailed information. Some Analysts and Thresholds can be set up to execute a command automatically when a condition is met. Details of the command and whether it successfully resolved the problem or not, can be viewed from the problem details display. At any time you may drill-down on one of several fields for each alert: Problem Clicking on an item in the Problem column will open a Display showing detailed information about the selected problem. This Display also provides the option to acknowledge the problem and to carry out any automated commands, if applicable. Status (Alerts Requiring User Interaction panel) Clicking on the Awaiting Acknowledgement drill-down in the Status column will open a Display showing detailed information about the selected problem. This Display also provides the option to acknowledge the problem and to carry out any automated commands, if applicable. Links There are four Links at the top of the Alerts Central Display. Open/Ack Alerts Opens the Open Alerts Display. This Display provides a list of all Alerts currently open and includes the option to acknowledge each alert by selecting the Awaiting Ack drill-down in the State Details column. Closed Alerts Opens the Closed Alerts Display that provides a list of all Alerts that have been closed in the past 24 hours. Alerts Requiring User Interaction Opens a list of all Alerts that are awaiting acknowledgement. Page 15 of 162

Prognosis VoIP Monitor License Central Prognosis VoIP Monitor is licensed based upon the number of systems and endpoints that are going to be monitored. The License Central Display provides information about the number of licenses that are available and a detailed 'break-down' of the current license usage by each monitored system. For certain device types a license 'weighting' is used and this is reflected in the data shown in this Display. Accessing the Display This Display can be accessed from the Prognosis VoIP Monitor Display (page 12) by clicking on a legend item in the Prognosis Licenses graph. Display Data PBX The PBX graph shows the total number of systems that have been registered for monitoring. Licenses Used The License Used graph shows the total number of VoIP Monitor licenses that are currently in use. License Summary The License Summary table provides the following data: PBXs Weighted Endpoints Voice Quality Endpoints Licenses Used Lists each system that has been configured in VoIP Monitor for monitoring. The 'Extra Voice Streams' item is used to show any additional Avaya voice streams that cannot be matched to a particular device, such as IP phone, Gateway Board or Media Gateway. Shows the number of weighted licenses that have been applied to the devices that VoIP Monitor has detected as being registered in the vendor configuration. Shows the number of devices that are actually being monitored for voice streams at any time, this can include devices that are not registered. Shows the total number of licenses that are in use by each system. This represents the higher of the Weighted Endpoints or Voice Quality Endpoints values. Page 16 of 162

Using VoIP Monitor A drill-down on the Licenses Used column will open the Licensing by Phone Weighting Display which provides a break-down of how license weighting has been applied to each system. The 'Licenses Used' count is a weighted calculation based on the Prognosis pricing model. That is, each device is counted as 1 license with the exception of: Digital phones which are counted as 0.25 licenses each, Analog phones and Avaya Adjunct devices are counted as 0.1 license each. Xports and Virtual phones are counted as 0. Page 17 of 162

Prognosis VoIP Monitor Troubleshoot Open Problems The Troubleshoot Open Problems Display and the Troubleshoot Closed Problems Display provide a summary list of system problems that are currently open or closed for the entire monitored network. Accessing the Display This Display can be accessed from the Prognosis VoIP Monitor Display (page 12) by clicking on a legend item in the Prognosis Alerts graph. The problem summary list details each problem number with the source node, the time it was opened, the current status and a descriptive text message. Also in the very first column a color code indicates the problem severity: Red Orange Yellow Critical Error Warning Light blue Information Links are available at the top of the Display to locate specific problems by number and also view the Closed/Open Problem Display. Clicking on a problem number will drill-down to a further Display showing detailed information about the selected problem. Page 18 of 162

Using VoIP Monitor Search Function Prognosis VoIP Monitor provides a search function that can be used to locate specific vendor data or even individual data metrics, such as a specific phone extension. The Search function is provided by way of a search input box that is located in the toolbar of the Monitoring interface. To search, simply input the required criteria, e.g. a phone extension number such as 5001 or a user name and then click the button. The subsequent Display will then show the results of the search: The search function does not presently support 'wildcard' characters. To see the data, click on an item in the Identifier column of the search results panel. For example, for a user, the Lync User Details Display will be shown: In this case the 'Period' box in the top right corner of the Display will allow for data to be shown for a specific time period, e.g. This Hour, Last 24 Hours, Yesterday or 'You Decide'. Page 19 of 162

Prognosis VoIP Monitor Avaya Data Displays Prognosis VoIP Monitor provides a selection of pre-packaged Displays for monitoring Avaya devices. These include: Avaya Systems Display (page 21) Avaya Voice Streams Display (page 26) Avaya Voice Stream Details Display (page 28) Avaya PBX Display (page 23) Avaya SAT Connection Status Display (page 25) Avaya PBX Busy Hour Display (page 29) Avaya Monitoring Node Display (page 30) Avaya Maintenance Worksheets Display (page 31) Avaya Alarms Display (page 33) Avaya PBX Network Devices Display (page 34) Page 20 of 162

Using VoIP Monitor Avaya Systems Display This is the lead-in Display for viewing data from all servers in the monitored Avaya Aura Communication Manager environment. The Avaya Systems Display lists each monitored server together with an overview of call activity and voice quality for the entire network. Accessing the Display The Avaya Systems Display is accessed by clicking on the Avaya button in the toolbar. Display Data This Display lists each PBX that has been configured for monitoring together with the following data for each one: Number of SAT connections, Number of major and minor alarms, Percentage of total processor (CPU) occupancy, Number of phones and trunk groups whose status is currently UP along with the total available, Plus, a drill-down to the Avaya Monitoring Node Display. No SAT connections will mean that no data will be available to the Displays. In addition, a graph is included at the bottom of the Display that shows the MOS (Mean Opinion Score), i.e. Fair, Good, Poor or Unacceptable, for the total number of active voice streams across all PBXs configured in the system. Clicking on an item in the legend will open the Avaya Voice Streams Display. Page 21 of 162

Prognosis VoIP Monitor Links Voice Quality Clicking on the Voice link will open the Avaya Voice Streams Display (page 26) which provides detailed Erlang status data for each PBX. Drill-downs Data in the following columns offer drill-downs to further Displays that provide more detailed information; PBX Column Opens the Avaya PBX Display (page 23) which shows monitored performance data for the selected PBX. SAT Column Opens the Avaya SAT Connections Status Display (page 25) which shows detailed information about the SAT connections for the selected PBX. Major and Minor Columns Clicking an item in either of these columns will open the Avaya Alarms Display (page 33) where full details of each alarm can be viewed. View Column Selecting the Status link will open the Avaya Monitoring Node Display (page 30). Page 22 of 162

Using VoIP Monitor Avaya PBX Display The Avaya PBX Display is used to show monitored performance data for a specific PBX. This Display provides an overview of current alarms, active call legs, device status and processor occupancy. Access to further detailed device data can be obtained by clicking on a device type name in the PBX Status panel. Accessing the Display From the Avaya Systems Display (page 21) click on the required PBX name in the PBX column. Display Data The data on this Display includes; Avaya PBXs This is a list of each Avaya PBX or Enterprise Survivable Server (ESS) that is being monitored by this node. Clicking on a name in this window will switch views between the various devices. SAT Availability Shows the percentage of SAT connections that are up at the present time and also the percentage that have been up in the current hour and the current day. Voice Streams This table shows the number of voice streams across the monitored PBXs and a breakup of the Erlang MOS ratings into Good, Fair, Poor and Unacceptable. A chart underneath graphs the Erlang MOS ratings. Clicking on the drill-down in the Streams column will open the Avaya Voice Streams Display (page 26) which provides more detailed information about the Voice Streams. PBX Status The PBX Status panel shows the number of device types in Up, Down, Degraded and Unknown status. See Avaya PBX Network Device Displays section (page 34) for further details. Processor This graph shows the percentage of processor time being used by call processing, system management or static operations. Page 23 of 162

Prognosis VoIP Monitor Links SAT Connections This Link opens the Avaya SAT Connection Status Display (page 25). This Display is used to view detailed information about current System Access Terminal (SAT) connections. PBX Busy Hour This Link opens the Avaya PBX Busy Hour Display (page 29). This Display is useful in order to view the total amount of CPU processor occupancy being used against the number of calls and connections over the past 24 hour period. Configuration This Link opens the Avaya Monitoring Node Display (page 30). This Display provides CPU utilization and transaction data for the node that is monitoring the selected Avaya PBX. Worksheets This Link opens the Avaya Maintenance Worksheets Display (page 31). This Display provides a number of links that are used to access a range of measurement, compatibility and audit data. This includes; Measured Route Patterns and Trunk Group details; Firmware versions; Busyout devices and a listing of MAC addresses. Page 24 of 162

Using VoIP Monitor Avaya SAT Connection Status Display The Avaya SAT Connection Status Display is used to view detailed information about current System Access Terminal (SAT) connections. SAT refers to the Avaya interface that Prognosis VoIP Monitor communicates with to obtain data. Should no SAT connections be active then no data will be shown in the VoIP Monitor Displays and in many cases a Connection Error message will be shown. Accessing the Display From the Avaya Systems Display (page 21) click on an element in the SAT column, or from the Avaya PBX Display (page 23) Click the SAT Connections link. Display Data On this Display information such as, the name of the monitoring node, PBX IP address, port number, mode (telnet or SSH) and login details are provided. Information is also provided about the status and connection details. A graph is also included at the bottom of the Display that shows the current PBX processor load, Links Logins Opens the Avaya SAT Logins Display. This provides details of each user id and IP address of all current SAT connections. Commands Opens the Avaya SAT Command Status Display. This provides a list of all commands and their execution status. All PBXs Opens the Avaya SAT PBX Status Display. This provides a list of all SAT connections for the entire network with node, login, Host IP address and last connection time. Page 25 of 162

Prognosis VoIP Monitor Avaya Voice Streams Display The Avaya Voice Streams Display provides information and statistics for all calls that take place through all monitored PBXs. Each call consists of two Voice Streams, an outgoing stream and an incoming stream. This Display provides an easy interface to view the call and line activity and provides the ability to drill-down to see more detailed information. Accessing the Display From the Avaya Systems Display (page 21) click on the Voice Quality link or from the Avaya PBX Display (page 23) click on the data in the Streams column. G700 Media Gateways VoIP Monitor is not able to identify voice streams which are associated with Avaya G700 Media Gateways. This is because the RTCP packets for these streams contain IP addresses from the VoIP Engine of the G700 Gateways and details of these IP addresses are not available to VoIP Monitor from the PBX through normal SAT commands. In these cases the endpoints of the call legs will be labeled as Unknown. Display Data This Display provides detailed Voice Stream data for each call. This data includes: Local and remote endpoint identifiers. For an IP phone this will be the extension number, for a Gateway it will be the Board number and if unknown the IP address will be shown. Type - Voice stream type. Duration - Call duration in seconds. MOS - Last calculated Mean Opinion Score (MOS) for the call leg. Latency - The last observed latency of the remote media at the local endpoint. Page 26 of 162

Using VoIP Monitor Packet Loss% - The last observed packet loss percentage at the endpoint. Jitter - The last observed jitter of the remote media at the local endpoint. A graph is also included that shows the number of Voice Streams per interval, categorized by MOS levels. Drill-downs Drilling-down on an extension number in the Local or Remote columns will open the Avaya Phone Details Display which provides detailed information about the particular hardware device. Drilling-down on a Gateway Board number in the same column will open the Avaya Media Processor Board Display which provides detailed status and availability information for the board components. Drilling-down on the Details indicator in the View column will open the Avaya Voice Stream Details Display (page 28) which shows a range of information about the particular call. Links All PBXs This Display. by PBX Selecting this link will open the Avaya Voice Streams by PBX Display where voice stream MOS data is provided summarized by each monitored PBX. View Finished: Streams This link opens the Avaya Finished Voice Streams Display which provides a list of all Voice Streams that finished either; 'this hour', 'last hour', 'last 24 hours', 'today', 'yesterday' or 'last 48 hours'. An option is also available to set a user defined reporting period - 'You decide (page 145)'. Filter Voice Streams by: No Filter, Degraded, Latency Packet Loss, Jitter The following links on the Avaya Voice Streams Display are used to sort the data that will be shown; No Filter This will show all active IP call leg data Degraded This will only show degraded call leg data Latency This will show call leg latency data. In VoIP terminology, latency refers to a delay in packet delivery. VoIP latency is a service issue that is usually based on physical distance, hops, or voice to data conversion. Packet Loss This will show call leg packet loss data. Packet loss occurs when one or more packets of data traveling across the VoIP network fail to reach their destination. Packet loss can be caused by a number of factors, including signal degradation over the network, oversaturated network links, corrupted packets rejected intransit or faulty networking hardware. Jitter This will show call leg jitter data. In VoIP terminology, jitter is the variation in the time between packets arriving, caused by network congestion, timing drift, or route changes. Page 27 of 162

Prognosis VoIP Monitor Avaya Voice Stream Details Display The Avaya Voice Stream Details Display provides detailed information about a selected call. This information is helpful when troubleshooting a particular call for any reported problems. Accessing the Display From the Avaya Voice Streams (page 26) Display, click on the Details indicator in the View column of the required Voice Stream. Display Data This Display provides detailed data about the selected call, including; Start and stop times, Local and remote extension and PBX details, Hardware used, MOS, Latency, Packet Loss and Jitter statistics, Number of packets sent, received and lost, MOS Cost, Trunk Group details Associated voice Stream data, Call Hops used (The type of Hop is shown as 'R' for Router and 'G' for Gateway). Link Quality of Service Clicking on this link will open the Avaya Voice Stream QoS Display. This Display provides a depiction of the Mean Opinion Score (MOS), Latency, Packet Loss percentage and Jitter for the selected Voice Stream. Page 28 of 162

Using VoIP Monitor Avaya PBX Busy Hour Display The Avaya PBX Busy Hour Display is useful in order to view the total amount of CPU processor occupancy being used against the number of calls and connections over the past 24 hour period. Accessing the Display From the Avaya PBX Display (page 23) click the PBX Busy Hour link. Display Data The main table on this Display shows the number of calls attempted, the number of actual connections made and the percentage of CPU Call Processing used by these calls. This data is presented in 1 hour periods over the previous 24 hours. The yellow highlight indicates the current 1 hour period and the grey background indicates the previous day. On the right hand side this same data is presented in graphical format. Links Call Details This link opens the Avaya PBX Calls (Last 24 Hrs) Display. This Display shows a more detailed view of call data including incoming and outgoing call attempts, intercom attempts, port network attempts and tandem calls over the past 24 hours. Processor This link opens the Avaya PBX Processor (Last 24 Hrs) Display. This Display shows details of the CPU processor occupancy by call processing, systems management and static operations. Last hour This link opens the Avaya PBX Busy (Last Hour) Display. This Display shows the number of calls and connections per 3 minute intervals over the previous hour. Page 29 of 162

Prognosis VoIP Monitor Avaya Monitoring Node Display The Avaya Monitoring Node Display provides CPU utilization and transaction data for the node that is monitoring the selected PBX. Accessing the Display From the Avaya PBX Display (page 23) click the Configuration link. Display Data The Monitored PBXs table provides a list of each Avaya PBX that is configured to be monitored by this server. Clicking on a name in this list will open the Avaya PBX Display (page 23) for the selected PBX. In addition, three graphs are included which show CPU utilization, the total packets being sent and received per second and the number of transfers (reads and writes) in the previous five minutes. Links SAT This link will open the Avaya SAT Connections Display. This Display provides a list of each PBX in the monitored network and the SAT connection status for each one. RTCP This link will open the Avaya RTCP Configuration Display. This Display provides RTCP data including a summary of RTCP endpoints, RTCP packets summary, QoS data and a listing of RTCP Reporting Destinations. Page 30 of 162

Using VoIP Monitor Avaya Maintenance Worksheets Display The Avaya Maintenance Worksheets Display provides a number of links that are used to access a range of measurement, compatibility and audit data. This includes; Measured Route Patterns and Trunk Group details; Firmware versions; Busyout devices and a listing of MAC addresses. This information is vital in ensuring that all devices in the Avaya environment are configured correctly and are running compatible hardware and software. Accessing the Display From the Avaya PBX Display (page 23) click the Worksheets Link. Links Measurements Measured Route Patterns Opens the Avaya Measured Reports for Route Patterns Display. This Display provides a list of all monitored Route Patterns together with an indicator showing if each Route Pattern is being measured. Instructions are provided on how to configure the PBX to obtain detailed Route Pattern usage reports. Measured Trunk Groups Opens the Avaya Measured Reports for Trunk Groups Display. This Display provides a list of all monitored Trunk Groups together with an indicator showing if each Trunk Group is being measured. Instructions are provided on how to configure the PBX to obtain detailed Trunk Group usage reports. Compatibility Firmware Compatibility Opens the Communication Manager Firmware Compatibility Display. This Display provides data showing the Firmware installed on the monitored phones, gateways, circuit packs and media modules together with the Firmware versions that are required for a specific Communication Manager version. The Communication Manager version can be selected from the links at the top of the Display.. Page 31 of 162

Prognosis VoIP Monitor Boards by Vintage This link opens the Avaya Boards by Vintage Display. This Display provides a list of Avaya boards showing their type and vintage. IP Phones by Firmware This link opens the Avaya IP Phones by Firmware Display. This Display provides a list of each registered IP phone model on the network and the firmware version it is running. Selecting a phone model will provide detailed information about the individual phone extensions. A list of unregistered IP phones by model is also included. Phones by COR/COS This link will open the Avaya IP Phones by COR Display. This Display provides a list of IP phones by Class of Restriction (COR) or Class of Service (COS). Audit Busyout Devices This link opens the Avaya Busyout Devices Display. This Display shows a list of all devices that currently have an error type 18, which indicates the device has been manually busied out. Locations This link will open the Avaya Locations Display which provides a list of all configured locations. System Capacity This link will open the Avaya System Capacity Display. This Display provides a list of phones with MAC addresses. Page 32 of 162

Using VoIP Monitor Avaya Alarms Display The Avaya Alarms Display provides details of alarms that have been raised internally by the monitored Avaya PBX. Avaya alarms are presented over three related Displays, one each for Major, Minor and Warning Alarms. For ease of monitoring, each of these Displays is interconnected by links at the top of the screen. Accessing the Display From the Avaya PBX Display (page 23) click on the Major or Minor numeric indicator in the Alarms panel in the bottom left corner. Display Data This Display provides details of each alarm by device name showing the time of the alarm, the location of the alarmed object, the service state and fault location. Drill-down A Drill-down is provided on the Name column. Clicking on a device name in this column will open a further Display showing more detailed information about the specific alarm. Links Links are provided to toggle between lists of Major, Minor or Warning alarms. A colored background will indicate the active Display. Page 33 of 162

Prognosis VoIP Monitor Avaya PBX Network Device Displays The Avaya PBX Network Device Displays are accessed from the PBX Status panel in the bottom left hand side of the Avaya PBX Display. Display Data The PBX Status panel provides a list of network devices. Alongside each device type is a numeric indicator showing the number of devices that are in an Up, Down, Degraded or Unknown state. In addition the final column shows the total number of devices for each type. Each line has a visual alarm attached to it, so that if the status of any individual device becomes unacceptable it will be easily identified; - If one device falls into the Unknown category the line will be colored black. - If one device falls into the Degraded category the line will be colored orange. - If one device goes Down the line will be colored red. - If all devices go down the Device Type will have a red background. Any device name can be clicked to open a detailed Status Display for the particular device type. Each subsequent Status Display contains a navigation panel on the left hand side of the screen that provides an easy method to view data from other monitored PBXs or to view other device Status Displays. For Avaya CM 5.2+ SNMP is used to obtain data for the Media Servers status. In order to set up this data collection, the SNMP Community String must be configured through the Prognosis VoIP Monitor Configuration Utility. If SNMP data is not available from the PBX then the Media Server link will not appear in the PBX Status window. Page 34 of 162

Using VoIP Monitor Avaya Boards Display The Avaya Boards Display provides status information for the DS1, Media Processor and CLAN boards of the monitored Avaya PBX. Accessing the Display Click on Boards in the PBX Status panel of the Avaya PBX Display (page 23). Display Data This Display provides a list of each board on the selected PBX. The board details are divided into Trunk Boards, Media Processing Boards and CLAN Boards. Drilling-down on a specific board ID will open a Display showing the board configuration. Links Availability Clicking on this link will open the Availability of PBX Display. This Display lists each Board on the PBX and provides the availability percentage statistics for; Now, This hour, Last hour, Yesterday and Today. All Boards This link will open the Avaya All Boards Display. This Display presents a list of each Board on the PBX showing the following details for each; Board Type, Board Code and Suffix, Firmware (FW) version, Hardware (HW) version plus a depiction of which ports are assigned or not in use. Page 35 of 162

Prognosis VoIP Monitor Avaya LSPs Display The Avaya LSPs Display provides status details for each LSP that is configured on the selected PBX. Accessing the Display Click on LSPs in the PBX Status panel of the Avaya PBX Display (page 23). Display Data The data shown on this Display includes: LSPs on PBX This table shows the LSP name and type as configured in the AVAYA_LSP Configuration, the IP address of the LSP as returned from the Primary Controller SAT command, the LSP Active status (Yes or No), the current status of the LSP (Up/Down/Degraded/Unknown) and the time of the last status update. Recent LSP Interchanges This window provides a summary of system problems. It includes the time that the problem was first detected and descriptive text about each problem. Page 36 of 162

Using VoIP Monitor Avaya Media Gateways Display Avaya Media Gateways support voice and signaling traffic routed between circuit-switched and packetswitched networks. The Avaya Media Gateways Display provides details of the various Gateways that have been set up and their current status. Accessing the Display Click on Media Gateways in the PBX Status panel of the Avaya PBX Display (page 23). Display Data The data shown on this Display includes a table showing the Gateway number and name, the Gateway sub type (either model or PN type), current status (either Up/Down/Degraded/Unknown), number of major alarms, number of minor alarms and the time of the last status check. Drill-downs Clicking on a drill-down in the GW# column will open the Avaya Media Gateway Details Display that provides more detailed information for the specific Gateway including status, availability and board configuration. Clicking on an element in the Status column will open the Avaya Status Log Display where a status history for the Gateway can be viewed. Links The following two links are included at the top of this Display, they provide access to further detailed data. Availability Clicking on this link will open the Availability of PBX Display. This Display provides availability statistics for a particular PBX over hte periods of; Now, This Hour, Last Hour, Yesterday and Today.. Carriers Clicking on this link will open the Avaya Carriers Display. This Displays provides details of each carrier position, carrier type, cabinet type and carrier port network number. Page 37 of 162

Prognosis VoIP Monitor Avaya Media Servers Display The Avaya Media Servers Display reports on the status of the Avaya Enterprise Survivable Server (ESS) solution. The ESS solution allows for ESS (backup) servers to be placed at key locations throughout a network with each being capable of taking over for a cluster in the event that some type of outage has occurred. Accessing the Display Click on Media Servers in the PBX Status panel of the Avaya PBX Display (page 23). Display Data The Avaya Media Servers Display provides the current status of the cluster. The Server A and Server B panels indicate the available backup servers. The Recent Interchanges table provides details of when each ESS server takes over as the active server. If this Display has been accessed by drilling-down on a non-ess PBX then the Cluster Status window will show 'No' in the ESS column. If an ESS PBX has been drilled-down on, then the ESS column will show 'Yes'. For Avaya CM 5.2+ SNMP is used to obtain data for this page. In order to set up this data collection, the SNMP Community String must be configured through the Prognosis VoIP Monitor Configuration Utility. If SNMP data is not available from the PBX then the Media Server link will not appear on the Avaya PBX Display (page 34). Page 38 of 162

Using VoIP Monitor Avaya IP Network Regions Display A network region is a group of IP endpoints that share common characteristics and resources. Every IP endpoint on an Avaya Communication Manager system belongs to a network region. By default all IP endpoints are in network region 1 and share the same characteristics and use the same resources as defined for network 1. However, in many cases this is not suitable and multiple network regions may be configured. Accessing the Display Click on Network Regions in the PBX Status panel of the Avaya PBX Display (page 23). Display Data The Avaya IP Network Regions Display provides a listing of all configured network regions on the monitored network. This Display itemizes each network region and provides status and current link counts for each one. Drill-downs Drilling-down on a network region number in the NR# column will open the Avaya IP Network Region Details Display that provides detailed usage information for the selected region. Links Availability Clicking on this link will open the Availability of PBX Display. This Display lists each Network Region on the PBX and provides the availability percentage statistics for; Now, This hour, Last hour, Yesterday and Today. Page 39 of 162

Prognosis VoIP Monitor Avaya Phones Display The Avaya Phones Display provides a method of monitoring phone devices by either status or extension. Accessing the Display Click on Phones in the PBX Status panel of the Avaya PBX Display (page 23). Display Data This Display offers the following options for viewing phone data; Browse by Phone Status Click on a 'Phone Type' in the Up, Down or Unknown columns to obtain a list in the bottom right panel of all devices that match the selected criteria. Browse by Extension The Browse by Extension panel shows a range of phone extension numbers and the number of devices in each range. Clicking on a number range will populate the bottom right panel with detailed information about all devices in that extension range. Browse by Extension or Browse by Phone Status After an Extension Range has been clicked in the Browse by Extension panel, or a status is clicked in the Browse by Phone Status panel, then the search results window in the lower right hand corner will be populated with data. For an extension it will show the current status of the phone, the type and model of the phone and when it was last checked. Page 40 of 162

Using VoIP Monitor For a phone status the search results window will show a list of all extensions that are currently in the selected state for the specific phone type. Page 41 of 162

Prognosis VoIP Monitor Avaya Port Networks Display The Avaya Port Networks Display provides a list of all configured port networks on the monitored PBX together with the current status and alerts for each. Accessing the Display Click on Port Networks in the PBX Status panel of the Avaya PBX Display (page 23). Display Data On this Display the PN# column shows the Port Network Number for each port configured on the PBX. For each port number the data line will show the current status, location of primary IPSI board, location of secondary IPSI board, number of major and minor alarms and the date/time that the port was last checked. Drill-downs Drilling-down on a port number in the PN# column will open the Avaya Port Network Details Display which provides detailed information about the selected port including the board configuration. Drilling-down on the Major or Minor Alerts column will open the Avaya Alarms Display (page 33). Links Availability Clicking on this link will open the Availability of PBX Display. This Display lists each Port Network on the PBX and provides the availability percentage statistics for; Now, This hour, Last hour, Yesterday and Today. Carriers This link will open the Avaya Carriers Display. This Display provides a list of all carriers on the PBX showing the Carrier Position, Carrier Type, Cabinet Type and Carrier Port Network number. Page 42 of 162

Using VoIP Monitor Avaya Route Patterns Display Route patterns determine the path that calls take in a network based upon pre-defined events, such as a server going down. The Avaya Route Patterns Display provides a list of all route patterns in the monitored PBX along with the availability status of each one. Accessing the Display Click on Route Patterns in the PBX Status panel of the Avaya PBX Display (page 23). Display Data This Display can be used to; Quickly identify problems with call routing by viewing the displayed status indicators. Drill-down to the Avaya Route Pattern Details Display to see more detailed information by clicking on a route pattern number in the RP# column. This Display will show trunk groups in the route pattern, route partitions to the route pattern, internal and external PBX dial plans to the router pattern. View the associated dial plans by clicking on the Dial Plans Link in the top right hand corner. Links Availability Clicking on this link will open the Availability of PBX Display. This Display lists each route pattern on the PBX and provides the availability percentage statistics for; Now, This hour, Last hour, Yesterday and Today. Dial Plans This link will open the Avaya Dial Plans Display. This Display provides a list of all dial plans showing the dialled string, route pattern string, dial plan type, call type and minimum/maximum digits. Page 43 of 162

Prognosis VoIP Monitor Avaya Trunk Groups Display The Avaya Trunk Groups Display provides information about all trunks on the monitored PBX. A trunk is a service that allows a type of transparent connection between two PBXs, a PBX and a local extension or some other combination of telephony interfaces with signaling passed transparently through the packet data network. Accessing the Display Click on Trunk Groups in the PBX Status panel of the Avaya PBX Display (page 23). Display Data This Display lists each configured trunk group and shows for each one: Trunk group number (TG). Drilling-down on an element in this column will open the Avaya Trunk Group Details Display where more detailed information can be viewed about the selected Trunk Group. Name of the trunk group, Trunk group type, Service type, Carrier medium, Trunk Utilization. This is shown as (#trunks in use) of (#trunks up) (total trunks), Current Trunk Group status. Drilling-down on an element in this column will open the Avaya Status Log Display where detail of each status change can be viewed. Links Availability Clicking on this link will open the Availability of PBX Display. This Display provides the Availability percentage for each Trunk Group for; now, this hour, last hour, yesterday and today. Page 44 of 162

Using VoIP Monitor Cisco Data Displays Prognosis VoIP Monitor provides a selection of pre-packaged Displays for monitoring Cisco UCM Clusters. These include: All CUCM Appliances (page 46) Cisco Cluster Overview Display (page 48) Cisco Hardware Overview Display (page 50) Cisco All Servers Display (page 55) Cisco Cluster Availability Display (page 56) Cisco Calls Display (page 58) Cisco Alert Central Display (page 60) Cisco CTI Status Display (page 62) Cisco Gateways Display (page 64) Cisco License Unit Information Display (page 66) (CUCM v8.6 and below) Cisco License Usage Report Display (page 68) (CUCM v9.0 and above) Cisco Locations Display (page 69) Cisco Media Servers Display (page 70) Cisco Phones Display (page 72) Cisco Route Patterns Display (page 74) Cisco Services Display (page 75) Cisco TFTP Display (page 77) Cisco Trunks Display (page 79) Cisco Voice Quality by Cluster Display (page 81) Prognosis Alerts Display (page 83) Page 45 of 162

Prognosis VoIP Monitor All CUCM Appliances Display This Display provides an overview of all monitored Cisco Unified Communications Manager clusters and provides links to a range of Prognosis VoIP Monitor monitoring functions. Accessing the Display The All CUCM Appliances Display is accessed by clicking on the Cisco button in the VoIP Monitor toolbar. The All CUCM Appliances Display provides data for administrators who want to see all their Cisco Unified Communications Manager Appliance details at a glance. This data includes; the number of critical and error alerts from all clusters, graphs showing CPU load and voice quality distribution, plus a table showing the breakup of current calls by voice quality ratings either by customer or by site. Display Data Appliance List This table provides a list of all appliances that are currently being monitored together with the following metrics for each one: Name Customer - Site Cont Name of the Cisco Cluster. Clicking on the drill-down in this column will open the Cisco Cluster Overview Display (page 48) which provides detailed metrics for the selected cluster. An optional customer and/or site name as defined through the Configuration tool. Contactable - indicates whether Prognosis VoIP Monitor can contact the server in the cluster. Yes - indicates that all servers can be contacted. No - indicates that no servers can be contacted. Part - indicates that some, but not all, servers can be contacted. Init - indicates that the connection is in the process of being initialized. Page 46 of 162

Using VoIP Monitor Critical Alerts Error Alerts Endpoints Destinations Number of current 'Critical' alerts. Clicking on the drill-down in this column will open the Critical Alerts Display which provides more detailed information about each alert. Number of current 'Error' alerts. Clicking on the drill-down in this column will open the Error Alerts Display which provides more detailed information about each alert. Number of endpoints (phones) that are currently 'Up' against the total number available. Clicking on the drill-down in the column will open the Cisco Phones Display (page 72). Number of 'Route patterns' that are currently 'Up' against the total number available. Clicking on the drill-down in this column will open the Cisco Route Patterns Display (page 74). CPU Busy % (Cluster Max) This bar chart shows the average CPU busy percentage for each cluster. Click on a server name in the legend of the CPU Busy% graph to open the Cisco All Servers Display (page 55). This Display provides details of physical memory and total CPU utilization for the selected cluster. Overall Voice Quality Distribution by MOS (Call Volume) This table shows the number of calls classified by voice quality ratings of Good, Fair, Poor or Unacceptable. Clicking on a cluster name in this table will open the Cisco Voice Quality by Cluster Display (page 81). Page 47 of 162

Prognosis VoIP Monitor Cisco Cluster Overview Display The Cisco Cluster Overview Display shows monitored data for a specific cluster. It can be used by operators to obtain an operational overview of individual cluster operations. Accessing the Display This Display is accessed by clicking on a Cisco Cluster name in the PBX Summary panel of the Prognosis VoIP Monitor Display (page 12). Display Data Voice Quality Distribution This bar chart shows the number of calls based upon their Mean Opinion Score (MOS) for the last hour. The calls are displayed in percentages of Fair, Good, Poor and Unacceptable quality. Click on a status in the chart legend to view detailed MOS score details. Server Health This table shows the Server Health of each machine in the cluster. It includes the number of voice or video streaming connections that are currently active (Calls Active), plus CPU and Memory Busy percentages. The server name will be shown in red if the server is 'down', if there are any rejected calls, or if the CPU or Memory is running at greater than 80% busy. Clicking on a server name will open the CUCM Server Summary Display which includes more detailed data. If the server is running on HP or IBM hardware then the 'View' column will show a HW Details link, clicking on this link will open the Hardware Overview Display (page 50). This Display provides information relating to individual server components, such as condition and temperature of fans and power supplies. Route Pattern Summary This area-chart shows a summary of Route Pattern status. It includes the total number of route patterns in each status category of Unknown, Degraded and Down. To view detailed information click on an item in the legend which will open the Cisco Route Patterns Display (page 74). Page 48 of 162

Using VoIP Monitor Gateway Summary This area-chart shows the status of all configured gateways (currently only H.323 controlled gateways are supported). It includes the number of Gateways in each status category of Degraded and Down. Click on a status type in the legend to open the Cisco Gateways Display (page 64) where more detailed Gateway and Channel utilization data is available. Phone Registration Status This area-chart shows phone registration details. It includes the number of phones with a status of Not Registered and Unknown. Click on a status in the legend to open the Cisco Phones Display (page 72). In addition to the data tables and graphs, the navigation panel on the left side of this Display provides links to other key Displays that show detailed information about specific Cisco functions. Click on any of these links to open the selected Display. Links The top of the Display includes the following link: PROGNOSIS Alerts This link will open the Cisco Alerts Central Display (page 83). This Display provides details of all alerts that have been raised by IP Telephony Manager. Page 49 of 162

Prognosis VoIP Monitor Cisco Hardware Overview Display The Hardware Overview Display provides a summary of the operating metrics for servers running on HP or IBM hardware Accessing the Display This Display is accessed from the Cisco Cluster Overview Display (page 48) by clicking on the HW Details indicator in the 'View' column of the Server Health window. HP Hardware For a server that is running on HP hardware, the following Display will be shown. Display Data For a HP server the following data metrics are supplied: Drive Array Controllers This table provides a summary of the current condition of the Array Controller on this server. Index Condition Brd Condition Brd State HP Array Controller Index. This value is a logical number whose meaning is OS dependent. Each physical controller has one unique controller number associated with it. Overall condition of the controller and any associated logical drives, physical drives and array accelerators. Values can be; Ok, Degraded, Failed or Other. Condition of the Controller Board. Values can be; Ok, Degraded, Failed or Other. HP Array Controller Board status. Values can be; OK - The Array Controller is operating properly. General Failure - The Array Controller has failed. Page 50 of 162

Using VoIP Monitor Cable Problem - The Array Controller has a cable problem. Check all cable connections to this controller. Powered Off - The Array Controller is powered off. Replace the controller and restore power to the slot. Other - Status of the controller is not recognized. Temperature Sensors This graph shows the current temperature readings, in degrees Fahrenheit, for each hardware component. Physical Drives This table provides a summary of the current condition of each physical drive on the server. Index Bus Ctlr Condition Status Location Drive array physical drive index. This index is used for selecting the physical drive table entry. The number along with the cpqdaphydrvcntlrindex uniquely identifies a specific physical drive. Physical drive SCSI bus number. The bus number indicates to which SCSI bus this physical drive is attached. Drive array physical drive controller index. This index maps the physical drive back to the controller to which it is attached. Overall condition of this physical drive. Values can be; Ok, Degraded, Failed or Other Status of the physical drive. Values can be; Ok - The drive is functioning properly. Failed - The drive is no longer operating and should be replaced. Predictive Failure - The drive has a predictive failure error and should be replaced. Erasing - The drive is being erased. Erase Done - The drive has been erased and it is now in an offline state. Erase Queued - An erase operation is currently queued for this drive. Other - Status of the drive is not recognized. Physical location of where the drive is located. Values can be; Internal - The drive is located inside of the computer system box. External - The drive is located outside of the computer system box. Proliant - The drive is located outside of the computer system box in a HP Proliant storage system. Other - The location of the device is unknown. Fans This table provides details of the fault tolerant fans in this server. Id Location Cond Speed Present A unique identifying number for this fan description. Location of the fan in the system. Condition of the fan. Values can be; Ok - The fan is operating properly. Degraded - A redundant fan is not operating properly. Failed - A non-redundant fan is not operating properly. Other - Fan status is not supported or is unknown. Speed of the fan. Values can be; Normal, High or Other. Specified if this fan is currently present in the system. Values can be; Present, Absent or Other. Drive Boxes This table provides details of the individual drive boxes that are installed and are being monitored on this server. Bus HP drive box bus index. The bus index indicates to which bus instance on an adapter card this entry belongs. Page 51 of 162

Prognosis VoIP Monitor Ctlr Status Condition Fan HP drive box controller index. The controller index indicates to which adapter card instance this entry belongs The controller index is the physical slot in the computer system where the adapter card is located. The temperature of the drive system. Values can be; Ok - The temperature is within normal operating range. Failed- The temperature could permanently damage the system. The storage system will automatically shut down if this condition is detected. NoTemp - This unit does not support temperature monitoring Other - Temperature monitoring is not supported by this system or it is not supported by the driver. Overall condition of the HP SCSI drive box. Values can be; Ok - The storage system is operating normally. Degraded - The storage system is degraded. Check the temperature status or power supply status of this storage system. Failed - The storage system has failed. Other - The Insight Agent does not recognize the status. Current status of the HP drive box fan. Values can be; Ok - All fans are working normally. Degraded - At least one storage system fan has failed but there is still sufficient cooling capacity to allow the system to continue. Failed - One or more storage system fans have failed. The fan(s) should be replaced immediately to avoid hardware damage. NoFan - This unit does not support fan monitoring. Other - Fan monitoring is not supported by this system or it is not supported by the driver. Power Supplies Operating metrics for the power supply. Bay Chassis Cond Status Present Bay number to index within this chassis. System chassis number. Condition if the power supply. Values can be; Ok - The power supply is operating normally. Degraded - A temperature sensor, fan or other power supply component is operating outside of the normal range. Failed - A power supply component has detected a condition that could permanently damage the system. Other - The status could not be determined. Status of the power supply. Indicates if the power supply is present in the chassis. Values can be; Present, Absent or Other. Page 52 of 162

Using VoIP Monitor HP Hardware For a server that is running on IBM hardware, the following Display will be shown. Display Data Voltage Sensors This table provides information from the IBM System Voltage Sensor table on this server. Name Status Type Voltage (mv) Name of the voltage sensor. Status of the voltage sensor. Type of voltage sensor Voltage reading from this sensor in mega-volts (mv). If a value cannot be determined '-1' will be shown in this field. Temperature Sensors This graph shows the current temperature readings, in degrees Fahrenheit, for each hardware component. Fans This table provides details of the fault tolerant fans in this server. Name Status Desc Type Speed (RPM) Name of the fan sensor tachometer. Status of the tachometer. Fan description. Fan type. Fan speed in RPM. Page 53 of 162

Prognosis VoIP Monitor Components This table provides details of the individual components that are installed and are being monitored on this server. Name Health State Previous Name of the component. Component health description. Current state of the component. Previous state of the component. Page 54 of 162

Using VoIP Monitor All Servers Display The Cisco All Servers Display provides detailed information about CPU and Memory usage for each monitored CallManager server in the selected cluster. Accessing the Display This Display is accessed by clicking on the All Servers link in the navigation panel on the left hand side of the Cisco Cluster Overview Display (page 48). Display Data Physical Memory Utilization % This line graph shows the amount of memory being used by each server in the system as a percentage of its total memory. Total CPU Utilization % This line graph shows each processor's share of the elapsed CPU time since the last update, expressed as a percentage of total CPU time. Replication Status Server - The host name of the server. Status - The state of the replication, this can be; 'Initializing', 'Good Replication' or 'Bad Replication' Replication Queue Depth Line graph showing replication queue depth. Replicates Created Line graph showing the number of replicates that were created by Informix for the database tables. Page 55 of 162

Prognosis VoIP Monitor Cisco Cluster Availability Display The CMA - Availability Cluster Display utilizes the MpAvailability (AVMON) record to provide details on the current state of monitored entities in a cluster. This Display is accessed by clicking on the Availability link in the navigation panel on the left hand side of the Cisco Cluster Overview Display (page 48). Display Data Monitored Entities Summary (Averaged) Application Avail % Day % Up LDay % Up Last Hr % Up This Hr % Up Name of the application being monitored. Click on an item in this column to populate the lower window with data for the selected application. Availability of the application components which is shown as a percentage with respect to its weighting within the application. For example, if three instances of a process with a total weighting of 30% are associated to an application and only one instance of that process is up then the Available Percent for the process component of the application will be 10%. For individual entities it is 100% if they are up and 0% if they are down. Percentage of time that the process has been up during the current day. Percentage of time that the process was up yesterday. Percentage of time that the process was up during the last hour. Percentage of time that the process has been up during the current hour. Details for Application This window is populated once an application name is selected from the top 'Monitored Entities' window. It will list all components of the selected application and their respective availability data including failure details. Component Threshold Name of each application component being monitored. Name of the Threshold Condition that is being used to monitor the component. Page 56 of 162

Using VoIP Monitor State Avail % Day % Up Lday % Up Fails Status Last Fail Last Change Changes State Lahr Chng Hour Chng Day Chng Lday Chng Ref % Up Lahr % Up Hour % Up Current state of the component - 'Up', 'Down' or 'NA' (Not available). Availability of the application components (see above) Percentage of time that the component has been up during the current day. Percentage of time that the component was up yesterday. Total number of times that the entity failed. This column provides a drill-down that when clicked will open another Display showing detailed outage information for the selected component. Time of the last failure. Time at which the last state change occurred. Number of state changes during the monitoring interval. Number of state changes during the last hour. Number of state changes during the current hour. Number of state changes during the current day. Number of state changes that occurred yesterday. Percentage up during the monitoring interval. Percentage up during the last hour. Percentage up during the current hour. Page 57 of 162

Prognosis VoIP Monitor Cisco Calls Display The Cisco Calls Display provides a central point of administration, information and statistics for all calls that take place in the monitored CUCM Appliance environment. It provides an easy interface to view call and line activity and to drill-down to see more detailed information. Accessing the Display This Display is accessed by clicking on the Calls link in the navigation panel on the left hand side of the Cisco Cluster Overview Display (page 48). Display Data Calls Currently Active This area graph shows the number of voice or video streaming connections that are currently active at 30 second intervals. Calls Recently Attempted This area graph shows the number of calls attempted at each 30 second interval. Summary of Recently Completed Calls This section of the Display contains the following chart and table. Calls by Category This is a stacked column chart that shows the number of calls completed by category. Clicking on a legend item will open the Cisco Calls by Category Display which will provide a listing of each call. Calls by Release Cause Code This table contains a list of calls by 'Release Code' type. A drill-down is available on the Calls column to the Call Lists Display which shows a list of calls by the selected category. Page 58 of 162

Using VoIP Monitor Links Video Calls Opens the Cisco Video Calls Display. This Display provides graphs showing the total number of active video and video conference calls, the top 10 locations by video bandwidth in use and a summary of the number of video call rejections. Conference Calls Opens the Conference Calls Display. This Display includes graphs showing the total number of conference calls that are active on both hardware (H/W) and software (S/W) conference devices plus graphs showing the total number of participants in each. Page 59 of 162

Prognosis VoIP Monitor Cisco Alert Central Display The Cisco Alert Central Display shows a list of each alert that has been raised by the CUCM device together with a summary of the alert log details. Accessing the Display This Display is accessed by clicking on the Cisco Alerts link in the navigation panel on the left hand side of the Cisco Cluster Overview Display (page 48). Display Data Alert List The top table shows a list of all Cisco alerts that have been raised on the monitored cluster. The first column is color-coded with 'red' indicating that the alert has been triggered and green indicating that the alert has not been triggered. The following information is supplied for each alert: Alert Name Group Enable Safe Rng Alert Action Name of the alert. Identifies the alert category, i.e. CM (CallManager) or System. Indicates if the alert is enabled. Indicates if alert is within 'safe range'. Alert action taken. Last Alert Raised Date and time when the last alert was raised. Alert History The lower table provides details from the alert log. Time Stamp Node Name Alert Name Date and time when the alert was logged. Node where the alert was raised. Name of the alert. Page 60 of 162

Using VoIP Monitor Severity Group Details Alert severity; 'Emergency', 'Alert', 'Critical', 'Error', 'Warning', 'Notice', 'Information' or 'Debug'. Identifies the alert category, i.e. CM (CallManager) or System. A drill-down is provided in this column that when clicked will open a further Display containing more detailed information about the alert. Links Three links are shown at the top of this Display; All, System and CallManager. These links represent the alert 'Group' type and selecting one of these links will filter the data shown on the Cisco Alert Central Display to show only data for the selected group. Page 61 of 162

Prognosis VoIP Monitor Cisco CTI Status Display The CMA-CTI Status Display is used to monitor the performance of the CTI Manager. CTI or Computer Telephony Integration allows for the interactions between telephones and computers to be integrated or coordinated. This includes the integration of all customer contact channels such as voice, email, web, fax, etc. with computer systems. Accessing the Display This Display is accessed by clicking on the CTI Status link in the navigation panel on the left hand side of the Cisco Cluster Overview Display (page 48). Display Data Open Lines This line graph shows the total number of lines configured in CUCM that are controlled and/or monitored by CTI applications. Active Connections This line graph shows the total number of CTI clients currently connected to the CTI Manager. The maximum number of active connections is determined by the CTI Manager service parameter MaxCTIConnections. CTI Details This table shows the following data for each cluster: CUCM Links Open Devices Total number of active CUCM links. CTI Manager maintains links to all active CUCM nodes in a cluster. Total number of devices configured in CUCM that are controlled and/or monitored by CTI applications. Devices include hardware IP phones, CTI ports, CTI route points etc. Open Dev Last Int Total number of devices configured in CUCM in the last interval. Page 62 of 162

Using VoIP Monitor Open Lines Active Connections The total number of lines configured in CUCM that are controlled and/or monitored by CTI applications. Total number of CTI clients currently connected to the CTI Manager. Page 63 of 162

Prognosis VoIP Monitor Cisco Gateways Display Gateways are the interfaces that connect the voice over IP network with PSTN and PBX networks. The Cisco Gateways Display provides the central point of administration for all configured Gateway devices on the CUCM Appliances. It shows the status and channel/port utilization information with one line per Gateway. Accessing the Display This Display is accessed by clicking on the Gateways link in the navigation panel on the left hand side of the Cisco Cluster Overview Display (page 48). Prognosis VoIP Monitor collects availability and utilization information for MGCP Gateways via SNMP and SOAP Perfmon queries made to the CUCM cluster. The same information for H.323 Gateways is collected via SNMP queries direct to the H.323 Gateways. Display Data The Gateway Central Display provides a list of all configured Gateways (VG224, VG248, H.323 and MGCP) together with the type and protocol details for each one. The Type field shows the product type for the actual Gateway. For H.323 gateways this is the same as the product name, but for MGCP Gateways the device represented is the port on the Gateway (e.g., the product may be 'Cisco MGCP E1 Port' and the Gateway product 'Cisco 26XX'0). The Protocol column shows the protocol used to control the device, e.g. H.225, MGCP, SCCP. Further details include the number of devices on each Gateway, the number channels used, the channel utilization (i.e. the percentage of in-service channels that are currently active) and the status of the Gateway. VoIP Monitor will not report on MGCP Gateways where no ports have been configured. A drill-down is provided on each Gateway name that will open the Gateway Details Display. This Display shows more detailed information about the status and utilization of each device on the selected Gateway. A line graph is also included in the lower window showing the channel utilization per gateway. Page 64 of 162

Using VoIP Monitor The MGCP Interfaces by Description link at the top of the screen will open the CMA - MGCP Interfaces by Descriptions Display which provides a list of the MGCP devices and their associated status. The channel states are used to calculate the overall states of individual Gateway interfaces. These interface states are then combined to form the overall Gateway status as shown in the tables below; MGCP and H.323 Gateway Status Status MGCP Gateway Description H.323 Gateway Description Init Not applicable to MGCP Gateways. The initial state of the Gateway before any SNMP request has been made. H.323 Gateways which are not configured and for which VoIP Monitor does not have an IP address remain in this state. Up Degraded All interfaces are 'Up' or no interfaces are present. Interfaces with 'Disabled' or 'Unknown' state are ignored. At least one interface is 'Down' and one interface is 'Up' or at least one interface is 'Degraded'. H.323 Gateways is contactable. All interfaces are 'Up' or no interfaces are present. Interfaces with 'Disabled' or 'Unknown' state are ignored. H.323 Gateway is contactable. One or more interfaces are 'Down' or 'Degraded'. Not Contactable Not applicable to MGCP Gateways. H.323 Gateway has not responded to SNMP queries for less than 5 minutes. Down All interfaces are in a 'Down' state. H.323 Gateway has not responded to SNMP queries for more than 5 minutes. Disabled All interfaces are in a 'Disabled' state. H.323 Gateway is contactable. All interfaces are in a 'Disabled' state. Unknown All interfaces are in an 'Unknown' state. H.323 Gateway is contactable. All interfaces are in an 'Unknown' state. VG Gateway Status Status Up Degraded Down Disabled Unknown VG Gateway Description All VG phones are in an 'Up' state. VG phones in 'Disabled' or 'Unknown' states are ignored. At least one VG phone is in an 'Up' state and one VG phone is in a 'Down' state. All VG phones are in a 'Down' state. VG phones in 'Disabled' or 'Unknown' states are ignored. All VG phones are in a 'Disabled' state. All VG phones are in an 'Unknown' state. Page 65 of 162

Prognosis VoIP Monitor Cisco License Unit Information Display This Display is available for CUCM v8.6 and below. For CUCM v9.0 and above, see the Cisco License Usage Report topic (page 68). The Cisco License Unit Information Display provides information about Cisco license usage. This Display is used to view the total license availability and the actual number of licenses currently being used. A Cisco unit license refers to a fixed number of licenses that apply to each node or phone type, for example, a Cisco Unified IP Wireless Phone 7920 requires four license units and a Cisco Unified IP Phone 7970 requires five units, therefore this Display will illustrate how the current number of authorized licenses are being allocated. Accessing the Display This Display is accessed by clicking on the License Unit link in the navigation panel on the left hand side of the Cisco Cluster Overview Display (page 48). Display Data In this Display the Cisco License Unit Information is updated at the time of the Prognosis VoIP Monitor startup and then only once each day. The four windows in this Display replicate data from the Licensing section of the Cisco Unified CM Administration console. This data includes the following: Phone License Distribution The 'Units Authorized' column shows the number of Cisco phone license units that are authorized for this server. The adjacent columns show the number of license units that are currently being used ('Units Used'), the number that remain available for use ('Units Remaining') and the number of license units that are required to convert dummy phones or other inactive devices to real licensed phones ('Units Pending'). The 'Units Remaining' column can show a negative value if an 'overdraft' license limit has been negotiated. Node License Distribution This window shows the number of Cisco node license units that are authorized for the license server. The adjacent columns show the number of license units that are currently being used and the number that remain available for use. Page 66 of 162

Using VoIP Monitor Node License by Type This window shows the number of Cisco node unit licenses that are being used by the current configuration. Each node type is itemized showing the number of license units being used by individual node types, the total numbers of each node type and finally the total number of node license units being used by all instances of each node type. Phone License by Type This window shows the number of phone unit licenses that are being used by the current configuration. Each device type is itemized showing the number of license units required for each instance of the device, the total numbers of each device type, the total number of active license units being used (excludes pending units) and the number of any device license units that are pending. Page 67 of 162

Prognosis VoIP Monitor Cisco License Usage Report This Display is available for CUCM 9.0 and above. For CUCM v 8.6 and below see the Cisco License Unit Information Display topic. (page 66) The Cisco License Usage report is used to show a break-down of the number of users and unassigned devices associated with the Cisco Enterprise License Manager (ELM). Accessing the Display This Display is accessed by clicking on the License Usage link in the navigation panel on the left hand side of the Cisco Cluster Overview Display (page 48). Display Data The Cisco License Usage Report includes the following data: License Type Type of license. Current Usage Shows the total number of licenses that have been assigned to users plus the total number of unassigned licenses. User Report Shows the number of licenses that have been assigned to users. Unassigned Devices Shows the number of unassigned licenses. Page 68 of 162

Using VoIP Monitor Cisco Locations Display Locations are used to implement call admission control in a centralized call processing system. Call admission control enables the regulation of voice quality by limiting the amount of bandwidth available for calls over links between the locations. A value of zero allocates infinite bandwidth and allows an unlimited number of calls on the link. The Cisco Locations Display provides detailed bandwidth data. Accessing the Display This Display is accessed by clicking on the Locations link in the navigation panel on the left hand side of the Cisco Cluster Overview Display (page 48). If no call admission control is used to limit the voice bandwidth on an IP WAN link, an unlimited number of calls can be active on that link at the same time. This can cause the voice quality of each call to degrade as the link becomes oversubscribed. Link usage is determined for a specific location by monitoring the ratio of Currently Available Bandwidth to Max Available Bandwidth for that Location. Display Data Bandwidth Utilization % Shows the percentage of the maximum bandwidth that is currently in use at each monitored location. Call Failures Due to lack of Bandwidth Shows the number of call failures that have occurred due to a monitored location being out of bandwidth at the last interval. Location Bandwidth Details Shows a range of statistics for each monitored location including; available bandwidth (Avail kbps), maximum available bandwidth (Max kbps) with 0 meaning unlimited, available video bandwidth (Video kbps), maximum available video bandwidth (Video max kbps) with 0 meaning either zero or unlimited, percentage of maximum bandwidth currently in use (Bandwidth for Calls %), percentage of maximum video bandwidth currently in use (Bandwidth for Video calls %), number of calls in progress (Calls in Prog), number of call failures due to lack of bandwidth (Call Failures), number of video calls failures due to lack of bandwidth (Video Call Failures). Page 69 of 162

Prognosis VoIP Monitor Cisco Media Servers Display The Cisco Media Servers Display is used to monitor Media servers. Media Termination Point (MTP) is a Cisco software application that allows CUCM to extend supplementary services, such as hold and transfer, to calls routed through an H.323 endpoint or an H.323 gateway. During installation, the component is called the "IpVoiceMediaStreamingApp" and is common to the MTP, Conference Bridge, and Music on Hold (MOH) applications. Under Windows2000, the application runs as a service and is called "Cisco IP Voice Media Streaming App." Accessing the Display This Display is accessed by clicking on the Media Servers link in the navigation panel on the left hand side of the Cisco Cluster Overview Display (page 48). Prognosis VoIP Monitor monitors the MTP devices on the system and provides resource and performance data. Display Data Active H/W Conference Resources This line graph shows the total number of conference resources that are being used on all registered conference hardware devices. A conference is considered active when one or more calls are connected to a bridge. One resource is equal to one stream. Active S/W Conference Resources This line graph shows the total number of conference resources that are being used on all registered conference software devices. A conference is considered active when one or more calls are connected to a bridge. One resource is equal to one stream. Active MOH Resources This graph shows the total number of multicast and unicast Music On Hold (MOH) resources that are being used on all MOH servers registered with this CallManager. Page 70 of 162

Using VoIP Monitor Active Transcoders This graph shows the total number of transcoders that are being used on all transcoder devices registered with this CallManager. A transcoder in use is one transcoder resource that has been allocated for use in each call. Each transcoder resource uses two streams. Active MTPs This graph shows the total number of Media Termination Point (MTP) resources that are being used on all MTP devices registered with this CallManager. An MTP in use is one MTP resource that has been allocated for use in a call. Each MTP resource uses two streams. Links These links provide access other Displays showing further detailed performance data for: Music on Hold Resources Conference Resources Transcoders Media Termination Points Page 71 of 162

Prognosis VoIP Monitor Cisco Phones Display The Cisco Phones Display is a central information and administration point for all phone devices in the CUCM Appliance Cluster. It provides an easy interface to locate particular phone devices and view general summary statistics about devices in the cluster. Accessing the Display This Display is accessed by clicking on the Phones link in the navigation panel on the left hand side of the Cisco Cluster Overview Display (page 48). Display Data Phone Registration Summary Shows the percentage of phones that are found to be; registered, not registered, with registration status that can be determined but not as yet known, where registration status is not applicable. Registration by CUCM Precedence This pie-chart shows the percentage of phones that are registered to the Primary, Secondary and Tertiary CallManagers. Endpoints by Type This table shows a list of each recognized device type that is currently being monitored, i.e; Analog, IP, Digital, IP Soft, VoiceMail Port, CTI Port or Telepresence. Together with each type the table will show the number of devices available and the percentage of devices that have been registered. A drill-down is provided on each device Type and clicking on this will open further Displays showing specific details of the registered devices. Phone Status Three tables showing phone status by Device Pool, Location and Region with each table showing the percentage of phones that are registered, not registered, registration unknown, registration not available and total. Page 72 of 162

Using VoIP Monitor Links Phone Registration History Opens the Phone Registrations History Display. Here details of the number of phones registered and unregistered by Device Pool can be viewed together with historical registration details. FXS Devices Opens the FXS Devices Display. This provides a list of all analog devices showing the device name, gateway name, number of calls attempted during the last interval, device and port status. Page 73 of 162

Prognosis VoIP Monitor Cisco Route Patterns Display The Cisco Route Patterns Display provides a list of Partitions and the associated Route Patterns being used in the CUCM Appliance environment along with the current status of each pattern. Accessing the Display This Display is accessed by clicking on the Route Patterns link in the navigation panel on the left hand side of the Cisco Cluster Overview Display (page 48). Route patterns determine the path that calls take in the network, based upon a pre-defined event, such as a server going down. This functionality is based upon the setup of the individual system and can include the use of Route list patterns, Route Groups and Endpoints. This Display can be used to: Identify partitions and the associated route patterns being used. Quickly identify problems with call routing by viewing the displayed status indicators. Drill-down to the Route Lists, Route Groups and Endpoints that the Route Pattern links to by clicking on the Pattern name. Page 74 of 162

Using VoIP Monitor Cisco Services Display The Cisco Services Display provides status information for the various services running on each monitored Cisco UCM appliance. This provides the System Administrator with an overview of service operations across the environment enabling them to detect potential problem areas. The information on this Display is only available when the Cisco Publisher is contactable. Accessing the Display This Display is accessed by clicking on the Services link in the navigation panel on the left hand side of the Cisco Cluster Overview Display (page 48). Display Data Service Status per Host This table shows a status summary for services on each appliance in the selected cluster. Host Up Down Starting Stopping Stopped Deactivated Total Server name Total number of services in an Up state. Total number of services in a Down state. Total number of services starting. Total number of services stopping. Total number of services stopped by the administrator. Total number of services that have not been activated. Total number of configured services on the server. Cluster Service Status This pie-chart shows the percentage of all services on the selected cluster that are in an Up, Stopped, Down and Deactivated states. Page 75 of 162

Prognosis VoIP Monitor Drill-downs By default the lower window of this Display will show data for all services on all hosts. However, each status column in the 'Service Status per Host' table has a drill-down that when clicked will filter the lower window to show information about each service for only the selected server and state. Services on <server_name> with Status <status> This table provides a list of each service with the following information: Host Service Status Elapsed Time Server name Name of each service Current status of each service. Elapsed time that the service has been in its current state. Page 76 of 162

Using VoIP Monitor Cisco TFTP Display The Cisco TFTP Service is used to build configuration files and transfer those files on demand along with binary image files and ring tones to devices on the network. This usually occurs when a new device is connected or an existing device is rebooted. Every IP phone and CUCM Gateway on the network relies on the TFTP service to supply these files so that they can operate. The Cisco TFTP Display provides the status of the Cisco TFTP Services and also provides performance data for the TFTP requests and data transfers. Accessing the Display This Display is accessed by clicking on the TFTP link in the navigation panel on the left hand side of the Cisco Cluster Overview Display (page 48). Files are sent from the TFTP server to the requesting device in data segments of 512 bytes. For each segment sent, the requesting device will send back to the TFTP server an acknowledgment message. The next data segment is sent upon receipt of the acknowledgement for the previous segment until the complete file has been successfully transmitted to the requesting device. Display Data TFTP Heartbeat Rate per Second This line graph shows a graphical representation of the heartbeat data for all running CUCM TFTP Services. If the heartbeat slows or stops there is likely to be serious impact to IP devices on the network. TFTP Requests and Segments This table shows the following TFTP statistics; Requests in Progress Requests Processed Shows the number of file requests currently being processed by the TFTP server. This counter provides an indication of the current load on the TFTP server. The number of requests successfully processed by the TFTP server at the last interval. Page 77 of 162

Prognosis VoIP Monitor Requests Aborted Requests File Not Found Requests Out of Resources Segments Sent Segments Acknowledged The number of TFTP requests aborted at the last interval. A visual alert on this field will show a background color of red if any of these requests are detected, otherwise the field background will show green. The number of TFTP requests where the requested file was not found in the last interval. A visual alert on this field will show a background color of red if any of these requests are detected, otherwise the field background will show green. The number of TFTP requests that were rejected because the maximum number of allowable client connections was exceeded during the last interval. A visual alert on this field will show a background color of red if any of these requests are detected, otherwise the field background will show green. The total number of data segments sent by the TFTP server. Files are sent to the requesting device in data segments of 512 bytes. The total number of data segments acknowledged by the client devices. Page 78 of 162

Using VoIP Monitor Cisco Trunks Display The CiscoTrunks Central Display provides a summary of all H.323 based trunks (including inter-cluster trunks) and SIP trunks on the network. A trunk is a service that allows quasi-transparent connections between two PBXs, a PBX and a local extension, or some other combination of telephony interfaces with signaling passed transparently through the packet data network. Accessing the Display This Display is accessed by clicking on the Trunks link in the navigation panel on the left hand side of the Cisco Cluster Overview Display (page 48). Display Data The CMA-Trunk Central Display shows a list of each trunk type on the network, that is; ICT (Non-GK Controlled) = 'Inter-Cluster Trunk (Non-Gatekeeper Controlled)', ICT (GK Controlled) = 'Inter-Cluster Trunk (Gatekeeper Controlled)', or H.225 (GK Controlled) = 'H225 Trunk (Gatekeeper Controlled)'. SIP Trunk The 'Calls Attempted' column shows the number of calls, both incoming and outgoing, attempted during the last interval. The 'Calls Active' column shows the number of currently active calls (A call becomes active when the connection through the trunk is made). The 'Status' column shows the current status of the trunk. Two bar charts are also included in the lower windows showing the number of calls attempted and active per trunk. Page 79 of 162

Prognosis VoIP Monitor Link View CAC for All Gatekeepers This Link will open the CAC for Gatekeepers Display. This Display is used to provide details of the Gatekeeper devices. A Gatekeeper device, also known as a Cisco Multimedia Conference Manager (MCM), supports the H.225 Registration, Admission, and Status Protocol (RAS) message set used for call admission control, bandwidth allocation, and call routing. The Gatekeeper provides these services for communications between CUCM clusters. Page 80 of 162

Using VoIP Monitor Cisco Voice Quality by Cluster The Cisco Voice Quality by Cluster Display shows call Quality of Service (QoS) data for a selected cluster. This data is obtained from the CallManager Appliance CDRs (Call Details Records) and the CallManager Appliance CMR (Call Management Record). Accessing the Display This Display is accessed by clicking on the Voice Quality link in the navigation panel on the left hand side of the Cisco Cluster Overview Display (page 48). Display Data Voice Quality Distribution by QoS Category This table shows summarized voice quality by; MOS, packet loss, latency and jitter for the last minute. Voice Quality Distribution (MOS) by Call Category This table shows the number of voice streams in progress over the last minute in each call category, i.e. outbound, internal, inbound and transit, categorized by their MOS score. Voice Quality Distribution by MOS (% of Calls) This stacked bar chart shows the percentage of calls by MOS score for the last hour. Database The Voice Quality Central Display shows voice quality data collected by the CMA-Voice Quality Database. This database needs to be started manually, if the database is not currently running the indicator in the top left corner of this Display will show Click to Start Recording, click this link and the <cluster-name> Database will be started and the indicator will change to 'Recording'. Page 81 of 162

Prognosis VoIP Monitor Troubleshooting If the Voice Quality displays do not show data when monitoring a Cisco Unified Communications Manager 5.x cluster it is most likely because the CDRs are not being uploaded into the Prognosis VoIP Monitor SFTP server. The issue is due to an "access denied" error when the CallManager tries to login to the SFTP server. To Diagnose Use putty.exe to login to the SFTP server on the VoIP Monitor server. Username: PrognosisCDR Password: Prognosis_CDR If an 'access denied' error is received then this indicates that CDRs will never be uploaded into VoIP Monitor. A further symptom is that CDR files do not end up in the directory: C:\Program Files\Prognosis VoIP Monitor\3rdparty\copssh\home\PrognosisCDR\CDRData. The CDR files are uploaded into this directory by the CallManager via the SFTP server. The CDR files are then moved into the VoIP Monitor server database. Workaround Step 1 Step 2 Add the PrognosisCDR user to the local Administrators group on the VoIP Monitor server. Restart the 'Openssh SSHD' service. Once done, test by using putty.exe to login to the SFTP server on the Monitoring node. Username: PrognosisCDR Password: Prognosis_CDR A successful login to the SFTP server should now be possible. Also, CDR files will start appearing (every 1 minute by default) into the directory: "C:\Program Files\Prognosis VoIP Monitor\3rdparty\copssh\home\PrognosisCDR\CDRData" Page 82 of 162

Using VoIP Monitor Prognosis Alerts Display The Alerts Central -Cisco Display provides details of any alerts that have been raised by Prognosis VoIP Monitor for the monitored Cisco clusters. It provides a single location for problem management and, depending on how the problems are configured, can highlight the type of attention required and allow acknowledgement and/or command execution. Alerts are based on the PrognosisAutomationProblemSummary (PROBSUM) record, which is populated by Thresholds and Analysts. By default, the required Analysts are installed on the VoIP Monitor server and problems detected will cause notifications on the Alert Central Display without any configuration. Accessing the Display This Display can be accessed from the Cisco Cluster Overview Display (page 83) by clicking on the PROGNOSIS Alerts link at the top of the page. Display Data Each row in the Alerts Central Display provides useful information with problems listed in order of the time that each Alert was opened. The Problem column shows a unique number assigned to each reported problem and the Status column shows the current situation of the problem, which could be one of the following: OPEN CLOSED START_AT STOP AT OPENACK CLOSEACK Problem still being resolved Problem resolved Scheduled to recommence processing at a specified time. Scheduled to stop processing at a specified time. Alert has been raised but has not yet been acknowledged. Alert has been raised and the OFF event has been received but it has not been acknowledged. Page 83 of 162

Prognosis VoIP Monitor The Text column provides a brief description of the problem and the Source column shows the node that the alert originated from Each alert is color-coded based on status and severity. This allows for easy recognition with regard to the severity of the problem and whether or not it has been resolved. The colors used include the following: Red Orange Yellow Critical Error Warning Light blue Information Drill-downs Problems can be monitored at several different levels. Drilling-down on a specific problem allows operators to view more detailed information. Some Analysts and Thresholds can be set up to execute a command automatically when a condition is met. Details of the command, and whether it successfully resolved the problem or not, can be viewed from the problem details display. At any time you may drill-down on one of several fields for each alert: Problem Clicking on an item in the Problem column will open a Display showing detailed information about the selected problem. This Display also provides the option to Acknowledge the problem and to carry out any automated commands, if applicable. Status (Recent Alerts Requiring User Interaction panel) Clicking on the Awaiting Acknowledgement drill-down in the Status column will open a Display showing detailed information about the selected problem. This Display also provides the option to Acknowledge the problem and to carry out any automated commands, if applicable. Links There are four Links at the top of the Alerts Central Display. Open/Ack Alerts Opens the Open Alerts Display. This Display provides a list of all Alerts currently open and includes the option to acknowledge each alert by selecting the Awaiting Ack drill-down in the State Details column. Closed Alerts Opens the Closed Alerts Display that provides a list of all Alerts that have been closed in the past 24 hours. Alerts Requiring User Interaction Opens a list of all Alerts that are awaiting acknowledgement. Page 84 of 162

Using VoIP Monitor Microsoft Lync Data Displays Prognosis VoIP Monitor provides a selection of pre-packaged Displays for monitoring Microsoft Lync 2010 and 2013 devices. These include: Lync Overview Display (page 86) Lync Site Overview Display (page 88) Lync Front End Overview Display (page 90) Lync Mediation Overview Display (page 92) Lync Monitoring Overview Display (page 93) Lync AV Conferencing Overview Display (page 95) Lync Open Alert Central Display (page 97) Lync Call Central Display (page 99) Lync Call Summary Display (page 101) Lync Conference Call Summary Display (page 103) Lync Voice Quality Central Display (page 105) Lync Connection Status Display (page 107) Windows CPU and Memory Overview Display (page 108) As Microsoft no longer provides 'active call' information in Lync 2013, a number of Lync 2013 specific Displays are provided that exclude active call monitoring. Page 85 of 162

Prognosis VoIP Monitor Lync Overview Display This is the lead-in Display for viewing data from all servers in the monitored Microsoft Lync environment. The Lync Overview Display lists each monitored server together with an overview of call activity and voice quality for the entire network. Accessing the Display The Lync Overview Display is accessed by clicking on the Microsoft button in the toolbar. Lync 2010 Overview Display Lync 2013 Overview Display Page 86 of 162

Using VoIP Monitor Display Data Sites This table provides a list of each Microsoft Lync 'Site' that is being monitored by Prognosis VoIP Monitor. Site Servers Users Alerts Site name. Clicking on a name in this column will open the Lync Site Overview Display (page 88) where detailed information for the selected site will be shown. Number of servers in an 'Up' state, together with the number of servers available. Number of Lync users for the site. Number of alerts that are currently open for the site. Clicking on a number in the Alerts column will open the Lync Open Alert Central Display (page 97). Voice Quality by MOS This graph shows voice quality levels based upon the Mean Opinion Score (MOS) of each call. The voice quality of each call is categorized as Unacceptable, Poor, Fair or Good. Calls Currently Active (Lync 2010 only) This graph shows the total number of active calls from all monitored Lync sites. As 'active call' data is not provided in Lync 2013, this graph is replaced with the 'Calls Attempted by Category' graph when monitoring Lync 2013 environments. Calls Attempted by Category Provides a breakup of attempted calls by call category, i.e. Inbound, Internal, Outbound and Transit. Calls Recently Attempted This graph shows the total number of attempted calls (i.e. successful and unsuccessful) from all monitored Lync sites. Page 87 of 162

Prognosis VoIP Monitor Lync Site Overview Display The Lync Site Overview Display provides a range of data metrics for all servers in a selected Lync 'Site'. Accessing the Display This Display is accessed from the Lync Overview Display (page 86) by clicking on a Site name in the 'Sites' table. Lync 2010 Site Overview Display Lync 2013 Site Overview Display Page 88 of 162

Using VoIP Monitor Display Data Server Types This table provides a list of each monitored Lync server. Server Cont Roles CPU Busy % Mem Used % Lync server name. Clicking on a Server name will open a further Display based upon the server role; - AVConferencing - Microsoft Lync AV Conferencing Overview (page 95) - Mediation - Microsoft Lync Mediation Overview Display (page 92) - FrontEnd - Microsoft Lync Front End Overview (page 90) - Archiving Monitoring - Microsoft Lync Monitoring Overview (page 93) - EnterpriseSQLBackend - No Display currently available Indicator showing if the Lync server is contactable by IP Telephony Manager. Clicking on a Connection indicator will open the Lync Connection Status Display (page 107). This column shows the role being performed by each Server, e.g. Front end, SQL, Archiving. Percentage of time that the CPU is busy on the server. Clicking on a drill-down in this column will open the Windows CPU and Memory Overview Display (page 108). Percentage of total memory currently being used. Clicking on a drill-down in this column will open the Windows CPU and Memory Overview Display (page 108). Voice Quality by MOS This graph shows voice quality levels based upon the Mean Opinion Score (MOS) of each call. The voice quality of each call is categorized as Unacceptable, Poor, Fair or Good. Calls Currently Active (Lync 2010 only) The graph shows the total number of active calls from the front end servers of the selected Lync site. As 'active call' data is not provided in Lync 2013, this graph is replaced with the 'Calls Attempted by Category' graph when monitoring Lync 2013 environments. Calls Attempted by Category Provides a breakup of attempted calls by call category, i.e. Inbound, Internal, Outbound and Transit. Calls Recently Attempted This graph shows the total number of attempted calls (i.e. successful and unsuccessful) from the selected Lync site. Links Alerts This field shows the number of current alerts and includes a link that will open the Lync Open Alert Central Display (page 97). Calls Clicking this link will open the Lync Call Central Display (page 99) which provides an overview of the number of calls being processed together with each call being categorized by Session Initiation Protocol (SIP) response code.. Voice Quality Clicking this link will open the Lync Voice Quality Central Display (page 105) which gives details of audio stream quality by providing MOS, latency, Jitter and Packet Loss data for each call. Page 89 of 162

Prognosis VoIP Monitor Lync Front End Overview Display The Microsoft Lync Front End server is the main server that runs most of the Lync services. The Front End server and the Monitoring SQL server are the required server roles for a Microsoft Lync environment. The Microsoft Lync Front End Overview Display is used to monitor the performance of the Front End server and provides an indication of the server health. The Front End server performance can indicate problems that may be due to bottlenecks elsewhere in the system. Accessing the Display This Display is accessed from the Lync Site Overview Display (page 88) by clicking on the name of a Front End server in the Server column of the Server Types window. Display Data DB Latency This graph provides counters for DBStore queue latency and Stored Procedure Call (sproc) latency. The queue latency counter represents the time a request has spent in the queue to the Back-End database and the sproc latency represents the time it took for the Back-End to process the request. If for any reason the Back-End is having problems (e.g. disk, memory, network etc.) the queue latency counter will be high. If the sproc latency counter is high it may indicate a bottleneck in the SQL Back-End. HTTP - Failed Attempts This graph shows the number of failed connection attempts, the number of failed Incoming calls and the number of failed outgoing calls, per second. SIP Peers This table shows SIP communication metrics which include internal SIP communications between servers (MTLS), between Server and Client (TLS) and for SIP communications between Front End Servers and Mediation Servers (MTLS). Incoming Requests: The rate of received requests, per second. Page 90 of 162

Using VoIP Monitor TLS Connections Active: Connections Active: FC Connections Dropped: Average Flow Control Delay: Sends Outstanding: The number of established TLS connections that are currently active. A TLS connection is considered established when the peer certificate, and possibly the host name, are verified for a trust relationship. The number of established connections that are currently active. A connection is considered established when peer credentials are verified (e.g. via MTLS), or the peer receives a 2xx response. The total number of connections dropped because of excessive flow control. The average delay, in seconds, in message processing when the socket is flow controlled. The number of messages that are currently present in the outgoing queues. Load Management This table shows a number of SIP load management metrics. Incoming Messages Held: Average Holding Time: Page File Usage: Address Space Usage: The number of incoming messages currently being held by the server for processing The average time that the server held the incoming messages currently being processed. The percentage of available page file space currently in use by the server process. The percentage of available address space currently in use by the server process. Incoming SIP Requests/sec This graph shows the number of requests and responses received per second by the User Service module. SIP Failure Responses/sec This graph shows the number of '500', '503' and '504' responses per second that are being generated by the server. The '500' response (Server Internal Error) indicates there is a server component that is not functioning correctly, the '503' response (Service Unavailable) corresponds to the server not being available and the '504' response (Server Time-out) indicates connection failures or delays in connecting to remote servers. Incoming Timeouts and Throttled Requests/sec This graph shows the rate per second that timeout events are being received by the User Service module plus the rate of requests being throttled by the endpoint throttling mechanism. Page 91 of 162

Prognosis VoIP Monitor Lync Mediation Overview Display The Microsoft Lync Mediation Server is a necessary component for implementing VoIP and voice conferencing. This server role is used to process and translate different VoIP codecs. The Microsoft Lync Mediation Overview Display is used to monitor the performance of the Mediation server and provides an indication of the server health. Accessing the Display This Display is accessed from the Lync Site Overview Display (page 88) by clicking on the name of a Mediation server in the Server column of the Server Types window. Display Data Inbound Calls This graph shows the number of inbound calls in progress at 10 second intervals. Outbound Calls This graph shows the number of active outbound calls passing through the Mediation server at 10 second intervals. Conferences This graph shows the number of conference calls with a 'Normal' health state and the number of conference calls with an 'Overloaded' health state. Active Channels by Type This graph shows the number of audio, data and video channels that are open Page 92 of 162

Using VoIP Monitor Lync Monitoring Overview Display The Microsoft Lync Monitoring server gathers media quality and usage data from Lync endpoints, servers and Lync phones and provides a reporting mechanism for system administrators. The Monitoring server role can be co-located with the Archiving server role. The Microsoft Lync Monitoring Overview Display is used to monitor the performance of the Archive/Monitoring server and provides an indication of the server health. Accessing the Display This Display is accessed from the Lync Site Overview Display (page 88) by clicking on the name of an Archive/Monitoring server in the Server column of the Server Types window. Display Data Monitoring KPIs KPI overview information related to the use of the Monitoring server's SQL database. % DB Time: Average percentage of time spent in a database call versus its completion routine. Blocked Client Threads: Dreadlocks: Deadlock Failures: Dropped Requests: Tx count mismatch failures: Severe SQL errors: Fatal SQL errors: Average number of blocked client threads waiting for the queue depth to decrease. Number of deadlocks that occurred in the last interval. Number of deadlock failures that occurred in the last interval. Number of requests that have been dropped by the database layer because they would timeout in the last interval. Number of transaction count mismatch failures that occurred in the last interval. Number of severe SQL errors in the last interval. Number of fatal SQL errors in the last interval. Page 93 of 162

Prognosis VoIP Monitor Throttled Requests: Total number of requests that were rejected with a 'retry-after' since the database queue latency was high in the last interval. DB Latency This graph provides counters for DBStore queue latency and Stored Procedure Call (sproc) latency. The queue latency counter represents the time a request has spent in the queue to the Back-End database and the sproc latency represents the time it took for the Back-End to process the request. If for any reason the Back-End is having problems (e.g. disk, memory, network etc.) the queue latency counter will be high. If the sproc latency counter is high it may indicate a bottleneck in the SQL Back-End. Transactions This graph shows the number of transactions committed and the number of transactions aborted at 10 second intervals. Reads This graph shows the number of messages that failed validation and the number of messages dropped from the MSMQ queue at 10 second intervals. DB Writes This graph shows the number of messages written to the SQL database and the number of messages that failed to be written to the SQL database at 10 second intervals. Page 94 of 162

Using VoIP Monitor Lync AV Conferencing Overview Display The Microsoft Lync AV Conferencing server provides audio/video services to Lync clients. The Microsoft Lync AV Conferencing Overview Display is used to show volume and performance information about audio/video streams Accessing the Display This Display is accessed from the Lync Site Overview Display (page 88) by clicking on the name of an AVConferencing server in the Server column of the Server Types window. Display Data AV Conferencing KPIs KPI overview information related to the A/V Conferencing server. SIP Reinvites Rejected: MRAS Requests Rejected: MRAS Failure Responses: MRAS Generic Exceptions: SIP Invites Rejected: Rejects due to bandwidth: Number of SIP REINVITE requests rejected by the A/V Conferencing server in the last interval. Number of negative MRAS (Media Relay Authentication Server) responses received by the A/V Conferencing server in the last interval. Number of MRAS Failure Response Exceptions encountered by the A/V Conferencing server in the last interval. Number of generic MRAS Exceptions encountered by the A/V Conferencing server in the last interval." Number of SIP INVITE requests rejected by the A/V Conferencing server in the last interval. Number of SIP INVITE requests rejected by the A/V Conferencing server due to Bandwidth restrictions in the last interval. Page 95 of 162

Prognosis VoIP Monitor MRAS Timeout Exceptions: MRAS Realtime Exceptions: QoE Request Errors: Number of MRAS Timeout Exceptions encountered by the A/V Conferencing server in the last interval. Number of MRAS Real-Time Exceptions encountered by the A/V Conferencing server in the last interval." Number of QoE Requests sent by the A/V Conferencing server in the last interval that resulted in an error. Conference Requests This graph shows the number of CCCP AddConference requests received by the A/V Conferencing server together with the number of CCCP AddConference responses sent by the server. Users This graph shows the number of active users on the A/V Conferencing server. Conferences This graph shows the number of active conferences on the A/V Conferencing server. Page 96 of 162

Using VoIP Monitor Lync Open Alert Central Display The Lync Open Alert Central Display provides a detailed listing of all open alerts that have been raised by the 'Lync-Alerts' Threshold. Call type alerts will remain on this Display until they have been 'Acknowledged' by the operator, to acknowledge an alert, click on the Alert ID number and then use the Acknowledge command on the subsequent Problem Details Display. Other types of alerts will be automatically removed from the Display when the condition no longer exists. Accessing the Display This Display is accessed from the Lync Site Overview Display (page 88) by clicking on the Alerts link at the top line of the Display (not the Alerts button on the toolbar). Display Data Filter Using these links will filter the alert data that is shown in the table. The choices are to include 'All' alerts or only 'Voice Quality', 'Calls', 'CPU', 'Process', 'Memory', 'Network' or 'Disk' problem types. Open Alert Central The Alerts Central table shows details of each alert that has been raised by the IP Telephony Manager Lync-Alerts Threshold. ID Server Type Time Unique number assigned by IP Telephony Manager to each problem. Clicking on a problem number will open the Problem Details Display which shows detailed information about the specific problem and provides the ability to 'Acknowledge' the alert. Name of the server from where this alert originated. The type of problem, this can be; Voice Quality, Calls, CPU, Process, Memory, Network or Disk. Time that the problem was first detected. Clicking on the drill-down in the field will open the Lync Call History Display. Page 97 of 162

Prognosis VoIP Monitor Rule Name Description Name of the Threshold condition or rule that logged this alert. Description of the problem. Links Closed Alerts Clicking this link will open the Lync Closed Alert Central Display which provides a listing of all alerts that have been acknowledged and closed. Calls Clicking this link will open the Lync Call Central Display (page 99) which provides an overview of the number of calls being processed together with each call being categorized by Session Initiation Protocol (SIP) response code.. Voice Quality Clicking this link will open the Lync Voice Quality Central Display (page 105) which gives details of audio stream quality by providing MOS, latency, Jitter and Packet Loss data for each call. Page 98 of 162

Using VoIP Monitor Lync Call Central Display The Lync Call Central Display provides an overview of the number of calls being processed together with each call being categorized by Session Initiation Protocol (SIP) response code. Accessing the Display This Display is accessed from the Lync Site Overview (page 88) and Lync Open Alert Central (page 97) Displays by clicking on the Calls link at the top of either screen. Lync 2010 Call Central Display Lync 2013 Call Central Display Page 99 of 162

Prognosis VoIP Monitor Display Data Calls Currently Active (Lync 2010 only) Shows the total number of active calls from the selected Lync node. As 'active call' data is not provided in Lync 2013, this graph is replaced with the 'Calls Attempted by Category' graph when monitoring Lync 2013 environments. Calls Recently Attempted Shows the total number of attempted calls (i.e. successful and unsuccessful) from the selected Lync node. Calls Attempted by Category Provides a breakup of attempted calls by call category, i.e. Internal, Inbound, Outbound and Transit. Calls Attempted by SIP Code Shows attempted calls categorized by the Session Initiation Protocol (SIP) response code. Code Response Count SIP response code. 1xx - Informational responses 2xx - Successful responses 3xx - Redirection responses 4xx - Client failure responses 5xx - Server failure responses 6xx - Global failure responses Message associated with the SIP response code, e.g. 'Bad request'. Total number of calls with this SIP code. Conference Calls Attempted by SIP Code Shows attempted conference calls categorized by the Session Initiation Protocol (SIP) response code to the conference session invitation (see Calls Attempted by SIP Code for details). Links Calls Clicking this link will open the Lync Call Summary Display (page 101). This Display provides detailed information about each active and attempted call. Conference Calls Clicking this link will open the Lync Conference Calls Summary Display (page 103). This Display provides a range of overview details for each conference call that is currently in progress. Page 100 of 162

Using VoIP Monitor Lync Call Summary Display The Lync Call Summary Display provides a range of overview details for each call that has been attempted. Accessing the Display This Display is accessed from the Lync Call Central Display (page 99) by clicking on the Calls link at the top of the Display. Display Data Calls Attempted This table shows the details of all calls that have been attempted. By using the links above this table the data can be filtered to show, All attempted calls, only internal calls, only inbound calls, only outbound calls or only transit calls. Server Name Origin Destination Code Response Duration Invite Time End Time Call Type Server fully qualified domain name (FQDN) Origin of the call Destination of the call Standard SIP response code associated with an error A description of any SIP response error Duration of the call in seconds Time of the first call invite request Time that the call was completed Type of call, i.e. Inbound - The call originates from an external device Outbound - The call is to an external device Internal - The call is within the Lync environment Page 101 of 162

Prognosis VoIP Monitor Transit - The call is between two Gateways Details Clicking on the drill-down in this column will open the Lync Call Details Display. This Display provides more details information about the selected call Calls Attempted by Type This graph shows the percentage of calls by call type, i.e. internal, inbound calls, outbound calls and transit. The legend shows the actual number of calls by each type. Calls Attempted by Pool This graph shows the percentage of calls through each pool. The legend shows the actual number of calls through each pool. Calls Attempted by Front End This graph shows the percentage of calls through each monitored Front End server. The legend shows the actual number of calls through each Front End. Call Attempted by SIP Code This table shows the number of calls by SIP code together with a SIP code description. Page 102 of 162

Using VoIP Monitor Lync Conference Call Summary Display The Lync Conference Call Summary Display provides a range of overview details for each conference call that is currently in progress. Accessing the Display This Display is accessed from the Lync Call Central Display (page 99) by clicking on the Conference Calls link at the top of the Display. Display Data Conference Calls This table provides summary details of each current conference call. For Lync 2010, the conference call will appear as soon as the call starts and will remain on display until one interval after the call has ended. For Lync 2013, where active call data is not available, a conference call will not appear until after the call has ended and it will remain on display for one interval. After a conference call has gone from this Display, the details can still be viewed by going to the Conference Call History Display by clicking on the link at the top of this Display. Conference ID Organizer Pool Invitees Start Time Duration End Time Unique conference ID associated to the conference call. The URI (Uniform Resource Identifier) string for the organizer of the conference. The Pool used for the conference. Total number of distinct users invited for this conference. Conference start time. Duration of the conference call. Conference end time. Page 103 of 162

Prognosis VoIP Monitor Conference Sessions This table provides details of each user who joins and leaves over the duration of a conference call. Conference ID User Start Time Join Time Duration Leave Time End Time Code Diagnostic Details The conference ID associated to the session. URI (Uniform Resource Identifier) of one user in the conference session. Conference start time. Time that the user joins the conference. Duration of this session in the conference call. Time that the user leaves the conference. Clicking the drill-down in this field will open the Lync Voice Quality History Display which will show MOS, Latency, Packet Loss and Jitter data for the selected conference call session. Conference end time. SIP (Session Initiation Protocol) response code to the session invitation and its description. Diagnostic ID of the register request. This indicates the diagnostic information type. Click on the Details drill-down to open the Lync Conference Call Session Details Display which provides further detailed conference, call and diagnostic information. Links Conference Call History Clicking this link will open the Lync Conference Call History Display. This Display provides summary information for conference calls that have been completed and are no longer shown on the Lync Conference Call Summary Display. The History Display allows the details of completed conference calls to be shown over a selected time period, e.g. 'This Hour', 'Last 24 Hours', "Today' etc. Page 104 of 162

Using VoIP Monitor Lync Voice Quality Central Display The Lync Voice Quality Central Display gives details of audio stream quality by providing MOS, Latency, Jitter and Packet Loss data for each call. A drill-down is also provided against each call that opens a further Display providing more detailed call data. Accessing the Display This Display is accessed from the Lync Site Overview (page 88) and Lync Open Alert Central (page 97) Displays by clicking on the Voice Quality link at the top of either screen. Display Data Filter Using these links will filter the audio streams data that is shown in the following table. The links will filter the data to show; all calls or only calls that have; degraded MOS, degraded Latency, degraded Packet Loss or degraded Jitter. Audio Streams This table provides a list of audio streams based upon the filter selection made in the line above. 'All' data is the default filter setting. Origin Caller Endpoint Destination Callee Endpoint Duration Call duration (in secs) Start Time Call start time End Time Call end time MOS Mean Opinion Score Latency Maximum round trip latency Jitter Maximum 'Interarrival' Jitter Pkt Loss Packet loss rate (%) Page 105 of 162

Prognosis VoIP Monitor Conference ID Details Unique ID code assigned to a conference call. A drill-down on this field will open the Lync Conference Call Summary Display (page 103) which will provide details of the selected conference call. Clicking this drill-down will open the Lync Voice Quality Details Display. This Display provides detailed information about the selected audio stream. Voice Quality by MOS This graph shows voice quality levels based upon the Mean Opinion Score (MOS) of each call. The voice quality of each call is categorized as Unacceptable, Poor, Fair or Good. Links Voice Quality Summary Clicking on this link will open the Lync Voice Quality Summary Display. Page 106 of 162

Using VoIP Monitor Lync Connection Status Display The Connection Status Display provides details of the current connection status between the Prognosis VoIP Monitor Monitoring server and the Windows Management Instrumentation (WMI) interface on the Lync server. VoIP Monitor makes use of the WMI connection in order to obtain application performance and port utilization data. These details are useful in troubleshooting any loss of data from the monitored Lync server. Accessing the Display This Display is accessed from the Lync Site Overview Display (page 88) by clicking in the 'Cont' column of the 'Server Types' table. Display Data WMI Connection Status Details This window provides information about the WMI connection status and details of any request failures. Contactable: IP Address: Domain: Indicates if VoIP Monitor is able to contact the WMI interface. IP address of the server hosting the WMI interface. Domain name of the server hosting the WMI interface. Failure Code: WMI return error code, shown in hex format, e.g. 0x080041003. Failure Message: WMI failure message. Last Attempted at: Date and time of the last attempted request. Last Failure at: Last Successful Attempt at: Date and time that a request last failed. Date and time that a request was last successful. WMI Connection Status This bar graph shows the WMI connection status at 10 second intervals over the previous 10 minutes. The scale on the right hand axis can be ignored as a connection status will either be 1 (contactable) or 0 (not contactable). Page 107 of 162

Prognosis VoIP Monitor Windows CPU and Memory Overview Display The Windows CPU and Memory Overview Display provides a range of CPU and Memory statistics for a selected Lync server. These statistics are useful in monitoring the health of the server based on its current workload. Accessing the Display This Display is accessed from the Lync Site Overview Display (page 88) by clicking on a 'CPU Busy' or 'Memory Used' percentage figure in the 'Server Types' table. Display Data This Display provides details of the 20 busiest processes currently running, together with details of CPU activity plus memory utilization metrics. Page 108 of 162

Using VoIP Monitor Thresholds and Alerts Prognosis VoIP Monitor provides an alerting mechanism that allows administrators to receive alerts based upon pre-defined Thresholds. Each Threshold document is started automatically and will monitor the health of the devices in the monitored environment and provide alerts and availability information. Each Threshold scans selected data looking for one or more pre-defined conditions. When running, the Threshold will check for each condition at defined intervals and if a condition is found to be 'true' the Threshold will be triggered. Each triggered Threshold condition will generate an alert to the Alerts Central Display (page 14) and, where configured, by email to a designed person or to an SNMP Trap. The email address and SNMP Trap details for receiving these alerts is set up in the Alerts page of the VoIP Monitor Configuration tool. For detailed information about the various conditions contained in each Threshold document, please refer to the following topics: Avaya-Alert Threshold (page 110) Cisco_Alert Threshold (page 110) Lync-Alerts Threshold (page 138) PVM-Alerts Threshold (page 141) Page 109 of 162

Prognosis VoIP Monitor Avaya_Alert Threshold The following pre-packaged Conditions are included in the 'Avaya_Alert' Threshold document. Board Avail Up Where Clause: Condition Pair: Board status. AVGWYBRD (CURRSTAT = "UP" OR CURRSTAT = "DE" ) AND BRDNUM MATCHES REGEX "\d{2,3}[a-z]\d{2}" If the board is available Board Down Board Degraded Where Clause: Board status. AVGWYBRD CURRSTAT = "DE" AND BRDNUM MATCHES REGEX "\d{2,3}[a-z]\d{2}" If the board status is degraded. Board Down Where Clause: Condition Pair: Board status. AVGWYBRD CURRSTAT = "DO" AND BRDNUM MATCHES REGEX "\d{2,3}[a-z]\d{2}" If the board has a status of 'Down'. ERROR Board Avail Up Board Up Board status. AVGWYBRD Where Clause: CURRSTAT = "UP" AND (PREVSTAT = "DO") AND(CurrentTime - STATCHNG < 30000) AND BRDNUM MATCHES REGEX "\d{2,3}[a-z]\d{2}" If board status changes from degraded or down to up in the last 5 minutes. Busyout Device Device operational status. AVERRORS Where Clause: ERRTYPE = 18 If any device has been manually busied out and not released. Page 110 of 162

Using VoIP Monitor CLAN No Phones Phone registrations to a CLAN. AVCLPHST Where Clause: CNTTOTAL = 0 CLAN Phones Deregistered If no phones are registered to a CLAN. ERROR Phone registrations to a CLAN. AVCLPHST Where Clause: DLTAREAL < -7 Emergency Call Made If 8 or more phones de-register from a CLAN in the previous interval. ERROR Dialled numbers of outbound calls (i.e. not internal). AVCDR Where Clause: OUBDFLAG = 1 AND (CurrentTime - CALLEND < 90000) AND (DIALNUM = "911" OR DIALNUM = "112" OR DIALNUM = "000" OR DIALNUM = "111" OR DIALNUM = "999") IP Station License Warn If number 911, 112, 000, 111 or 999 is dialled. Number of Prognosis VoIP Monitor licenses being used AVSYSCAP Where Clause: LICNUM = 34 AND (LICUSED/LICTOT > 0.9 OR LICUSED/LICTOT = 0.9) LSP Active Provides an alert if more than 90% of licenses are being used. Where Clause: LSP status AVLPSTAT LSPACTV = "y" If the LSP has status of Active. ERROR LSP Degraded Where Clause: LSP status AVLPSTAT CURRSTAT = "DE If the LSP has status 'Degraded'. Page 111 of 162

Prognosis VoIP Monitor LSP Down Where Clause: Condition Pair: LSP status AVLPSTAT CURRSTAT = "DO" If the LSP has status of 'Down'. ERROR LSP Up LSP Up Where Clause: Condition Pair: LSP status AVLPSTAT CURRSTAT = "UP" AND (PREVSTAT = "DE" OR PREVSTAT = "DO") AND (CurrentTime - STATCHNG < 30000) If the LSP has status of 'Up'. INFORMATION LSP Down Media Gateway Avail Up Where Clause: Condition Pair: Status of Media gateway. AVMEDGW CURRSTAT = "UP" OR CURRSTAT = "DE" If the media gateway is available. Media Gateway Down Media Gateway Degraded Where Clause: Status of Media gateway. AVMEDGW CURRSTAT = "DE" If the media gateway has status degraded. Media Gateway Down Where Clause: Condition Pair: Status of Media gateway. AVMEDGW CURRSTAT = "DO" If the media gateway has status down. ERROR Media Gateway Avail Up Page 112 of 162

Using VoIP Monitor Media Gateway Up Status of Media gateway. AVMEDGW Where Clause: CURRSTAT = "UP" AND (PREVSTAT = "DE") AND (CurrentTime - TIMECHGD< 30000) If Media gateway status changes from degraded or down to up in the last 5 minutes. INFORMATION Media Server Interchange Where Clause: The active media server in a 87xx redundant pair configuration. AVESSINF ACTIDCHG = "y" AND ACTVSIP <> EMPTY AND ROWCOUNT <> EMPTY When the active server changes. Network Region Avail Up Where Clause: Condition Pair: Status of IP network region. AVNRCONF AVAICURR = "DE" OR AVAICURR = "UP" If the IP network region is available. Network Region Down Network Region Degraded Where Clause: Status of IP network region. AVNRCONF AVAICURR = "DE" If the IP network region has status degraded. Network Region Down Where Clause: Condition Pair: Status of IP network region. AVNRCONF AVAICURR = "DO" If the IP network region has status down. ERROR Network Region Avail Up Page 113 of 162

Prognosis VoIP Monitor Network Region Up Where Clause: Status of IP network region. AVNRCONF AVAICURR = "UP" AND (AVAIPREV = "DE") AND (CurrentTime - AVAICHGD < 30000) If IP network region status changes from degraded or down to up in the last 5 minutes. INFORMATION PBX SAT Conn Avail Up The number of established SAT connections between the PROGNOSIS server and PBX. AVSATPS Where Clause: SATCONN > 0 If a SAT connection is established. Condition Pair: PBX SAT Conn Dn PBX SAT Conn Dn The number of established SAT connections between the PROGNOSIS server and PBX. AVSATPS Where Clause: SATCONN = 0 If there are no active connections. CRITICAL Condition Pair: PBX SAT Conn Avail Up PBX SAT Conn Up The number of established SAT connections between the PROGNOSIS server and PBX. AVSATPS Where Clause: SATCONN > 0 AND (CurrentTime - LSTCONOU < 30000) If there is at least one active connection that has been established in the last 5 minutes. INFORMATION Port Network Avail Up Where Clause: Condition Pair: Status of Port network. AVPNGW CURRSTAT = "UP" OR CURRSTAT = "DE" If the port network is available. Port Network Down Page 114 of 162

Using VoIP Monitor Port Network Degraded Where Clause: Status of Port network. AVPNGW CURRSTAT = "DE" If the port network has status degraded. Port Network Down Where Clause: Condition Pair: Status of Port network. AVPNGW CURRSTAT = "DO" If the port network has status down. ERROR Port Network Avail Up Port Network Up Status of Port network. AVPNGW Where Clause: CURRSTAT = "UP" AND (PREVSTAT = "DE") AND (CurrentTime - TIMECHGD < 30000) If port network status changes from degraded or down to up in the last 5 minutes. INFORMATION Processor > 50 Media Server processor call processing busy percent. AVSYSHLT Where Clause: (OCCALLPR > 50 AND OCCALLPR < 60) OR OCCALLPR = 50 If call processing is 50% or greater and less than 60%busy. Processor > 60 Media Server processor call processing busy percent. AVSYSHLT Where Clause: (OCCALLPR > 60 AND OCCALLPR < 70) OR OCCALLPR = 60 If call processing is 60% or greater and less than 70% busy. ERROR Processor > 70 Media Server processor call processing busy percent. AVSYSHLT Where Clause: OCCALLPR > 70 OR OCCALLPR = 70 If call processing is 70% or greater busy. CRITICAL Page 115 of 162

Prognosis VoIP Monitor Route Pattern Avail Up Where Clause: Route pattern status. AVRPAVAI AVAICURR = "UP" OR AVAICURR = "DE" OR AVAICURR = "UN" If the route pattern is available. Route Pattern Degraded Where Clause: Route pattern status. AVRPAVAI AVAICURR = "DE" If the route pattern has status degraded. Route Pattern Down Where Clause: Condition Pair: Route pattern status. AVRPAVAI AVAICURR = "DO" If the route pattern has status down. ERROR Route Pattern Avail Up Route Pattern Up Where Clause: Route pattern status. AVRPAVAI AVAICURR = "UP" AND (AVAIPREV = "DE") AND (CurrentTime - AVAICHNG < 30000) If route pattern status changes from degraded or down to up in the last 5 minutes. INFORMATION Trunk Group Avail Up Where Clause: Trunk Group status. AVTGAVAI AVAICURR = "UP" OR AVAICURR = "DE" If Trunk Group is available. Trunk Group ColdSpot Off Where Clause: Condition Pair: Trunk Group coldspot operation. AVTGAVAI TRACTPER > THRSCOLD OR TRACTPER = THRSCOLD If the percentage of Trunk activity is greater than or equal to the level of Trunk cold spot operations. Trunk Group Coldspot On Page 116 of 162

Using VoIP Monitor Trunk Group Coldspot On Where Clause: Condition Pair: Trunk Group coldspot operation. AVTGAVAI TRACTPER < THRSCOLD If the percentage of Trunk activity falls below the level of Trunk cold spot operations. Trunk Group Coldspot Off Trunk Group Degraded Where Clause: Trunk Group status. AVTGAVAI AVAICURR = "DE" If Trunk Group status is degraded. Trunk Group Down Where Clause: Condition Pair: Trunk Group status. AVTGAVAI AVAICURR = "DO" If Trunk Group status is down. ERROR Trunk Group Up Trunk Group Hotspot Off Where Clause: Condition Pair: Trunk Group hotspot operation. AVTGAVAI TRACTPER < THRSHOT OR TRACTPER = THRSHOT If the percentage of Trunk activity is less than or equal to the level of Trunk hot spot operations. Trunk Group Hotspot On Trunk Group Hotspot On Where Clause: Condition Pair: Trunk Group hotspot operation. AVTGAVAI TRACTPER > THRSHOT If the percentage of Trunk activity is greater than the level of Trunk hot spot operations. Trunk Group Hotspot Off Page 117 of 162

Prognosis VoIP Monitor Trunk Group Normal Off Where Clause: Condition Pair: Trunk group hot/coldspot operation. AVTGAVAI TRACTPER < THRSCOLD OR TRACTPER > THRSHOT When trunk group operation is non-normal Trunk Group Normal On Trunk Group Normal On Where Clause: Condition Pair: Trunk group hot/coldspot operation. AVTGAVAI (TRACTPER > THRSCOLD OR TRACTPER = THRSCOLD) AND (TRACTPER < THRSHOT OR TRACTPER = THRSHOT) When trunk group operation is normal Trunk Group Normal Off Trunk Group Up Where Clause: Trunk group is up and operational. AVTGAVAI AVAICURR = "UP" AND (AVAIPREV = "DO") AND (CurrentTime - AVAICHNG < 30000) If trunk group status changes from degraded or down to up in the last 5 minutes. INFORMATION Voice Quality Ind Call Number of poor and unacceptable MOS Erlangs during the interval. AVNRUSGE Where Clause: (MOSERUA + MOSERPR) > 0.0166 AND (MOSERUA + MOSERPR) < 0.0333 If the number of poor plus unacceptable MOS Erlangs is greater than 0.0166 but less than 0.0333. Voice Quality Mult Calls Number of poor and unacceptable MOS Erlangs during the interval. AVNRUSGE Where Clause: ((MOSERUA + MOSERPR) > 0.0333) OR((MOSERUA + MOSERPR) = 0.0333) If the number of poor plus unacceptable MOS Erlangs is greater than or equal to 0.0333. ERROR Page 118 of 162

Using VoIP Monitor Cisco_Alert Threshold The following pre-packaged Conditions are included in the 'Cisco_Alert' Threshold document. CmaCallManagerUp%Low Where Clause: Percentage of time that CallManager is up during the day AVMON TYPE = "THRESHOLD" AND SUBID2 = "CUCM" AND (DAY%UP > 95 AND DAY%UP < 99) When CallManager is up more than 95% but less than 99% during the day CmaCallManagerUp%TooLow Percentage of time that CallManager is up during the day AVMON Where Clause: TYPE = "THRESHOLD" AND SUBID2 = "CUCM" AND DAY%UP < 95 When CallManager is up less than 95% during the day ERROR CmaCallsRejected Percentage of calls rejected CMAPERF Where Clause: GOS > 0.05 When the percentage of rejected calls exceeds 0.05% CRITICAL CmaCallsRejectedOk Call rejection rate CMAPERF Where Clause: GOS < 0.05 OR GOS = 0.05 When call rejection rate falls back within limits, i.e. 0.05 or less Condition Pair: CmaCallsRejected CmaCCMAgtProcessDown Where Clause: Condition Pair: That the CCMAgent process is running on the CUCM CMAPROC INSTNAME CONTAINS "ccmagt" When the CCMAgent process is NOT running CmaCCMAgtProcessUp Page 119 of 162

Prognosis VoIP Monitor CmaCCMAgtProcessUp Where Clause: Condition Pair: That the CCMAgent process is running on the CUCM CMAPROC INSTNAME CONTAINS "ccmagt" When the CUCM service is up and the ccmagt process is running CmaCCMAgtProcessDown CmaCCMProcessDown Where Clause: Condition Pair: That the CCM process is running on the CUCM CMAPROC (INSTNAME CONTAINS "CCM") AND (INSTNAME NOT CONTAINS "ccmagt") When the CCM process is NOT running. CmaCCMProcessUp CmaCCMProcessUp Where Clause: Condition Pair: That the CCM process us running on the CUCM CMAPROC (INSTNAME CONTAINS "CCM") AND (INSTNAME NOT CONTAINS "ccmagt") When the CUCM service is up and the CCM process is running CmaCCMProcessDown CmaClusterNotContactable The connection between VoIP Monitor and the cluster IPTGEN Where Clause: CNTBL = 0 CmaCodeRedEntry When no connection is present between the VoIP Monitor server and the cluster CRITICAL Call throttling state CMAPERF Where Clause: CODEREE = 1 When call throttling enters the 'red' state CRITICAL Page 120 of 162

Using VoIP Monitor CmaCodeYellowEntry Call throttling state CMAPERF Where Clause: CODEYEE = 1 When call throttling enters the 'yellow' state ERROR CmaCpuBusy Percentage of time CPU is busy CMACPU Where Clause: INSTNAME CONTAINS "Total" AND (CPUUSE > 60 AND CPUUSE < 90) When CPU is more than 60% but less than 90% busy CmaCpuTooBusy Percentage of time CPU is busy CMACPU Where Clause: INSTNAME CONTAINS "Total" AND CPUUSE > 90 When CPU is more than 90% busy CRITICAL CmaCTIManagerProcessDown Where Clause: Condition Pair: If the CTIManager process us running on the CUCM. CMAPROC INSTNAME CONTAINS "CTIManager" When the CTI Manager process is NOT running CmaCTIManagerProcessUp CmaCTIManagerProcessUp Where Clause: Condition Pair: If the CTIManager process is running on the CUCM. CMAPROC INSTNAME CONTAINS "CTIManager" When the CUCM service is up and the CTIManager process is running CmaCTIManagerProcessDown CmaDBmonpProcessDown Where Clause: Condition Pair: If the DBmon process is running on the CUCM CMAPROC INSTNAME CONTAINS "DBmon" When the CUCM service is down and the DBmon process is not running CmaDBmonProcessUp Page 121 of 162

Prognosis VoIP Monitor CmaDBmonProcessUp Where Clause: Condition Pair: If the DBmon process is running on the CUCM CMAPROC INSTNAME CONTAINS "DBmon" When the CUCM service is up and the DBmon process is running CmaDBmonpProcessDown CmaDiskPartitionFull The capacity used of the CallManager server disk partitions CMAPART Where Clause: DISKUSED = 100 The capacity used of the CallManager server disk partitions CRITICAL Condition Pair: CmaDiskPartitionNotFull CmaDiskPartitionNearFull The capacity used of the CallManager server disk partitions CMAPART Where Clause: DISKUSED > 90 AND DISKUSED < 100 When a disk partition is between 90 and 100% full. ERROR CmaDiskPartitionNotFull The capacity used of the CallManager server disk partitions CMAPART Where Clause: DISKUSED < 100 When a disk partition is < 100% full Condition Pair: CmaDiskPartitionFull CmaFreeMemoryLow The amount of CallManager memory being used. CMAMEM Where Clause: MEMUSEDP > 90 When only 10% of free memory remains CmaFreeVirtualMemoryLow The amount of virtual memory being used CMAMEM Where Clause: VMEMUSEP > 90 When only 10% of free virtual memory remains Page 122 of 162

Using VoIP Monitor CmaGatewayBRIDevBusyAtt Gateway outbound call busy attempts CMBRIST Where Clause: CBUSYI >0 When a Gateway device has outbound call busy attempts INFORMATION CmaGatewayCASDevBusyAtt Gateway outbound call busy attempts CMT1CST Where Clause: CBUSYI > 0 When a Gateway device has outbound call busy attempts INFORMATION CmaGatewayDevDown Gateway status CMGWDEVS Where Clause: DEVSTAT = 3 When Gateway device down (not registered) Condition Pair: CmaGatewayDevUp CmaGatewayDevUp Gateway status CMGWDEVS Where Clause: DEVSTAT <> 1 AND DEVSTAT <> 3 When Gateway device is up Condition Pair: CmaGatewayDevDown CmaGatewayDown CMA Gateway status CMGATEWY Where Clause: DEVSTATE = 3 When CMA Gateway is down. ERROR CmaGatewayFXODevBusyAtt Gateway outbound call busy attempts CMFXOST Where Clause: CBUSYI > 0 When a Gateway device has outbound call busy attempts INFORMATION Page 123 of 162

Prognosis VoIP Monitor CmaGatewayNotContactable Where Clause: H.323 Gateway status CMGATEWY (DEVNAME <> EMPTY) AND (DEVPROD CONTAINS "H.323") When H.323 Gateway is NOT contactable. CmaGatewayPRIDevBusyAtt Gateway outbound call busy attempts CMPRIST Where Clause: CBUSYI > 0 CmaGkRejectVidCallsError When a Gateway device has outbound call busy attempts INFORMATION Video call rejections CMAGPST Where Clause: VBWFAILI > 0 CmaGkRejectVidCallsWarn When Video Calls are being rejected by the gatekeeper in the last interval due to lack of video bandwidth ERROR Video call rejections CMAGPST Where Clause: VBWFAILI > 0 When Video Calls are being rejected by the gatekeeper in the last interval due to lack of video bandwidth CmaHWConferenceUtil80-95 Hardware conferencing stream utilization CMASUM1 Where Clause: (HWCRACT/HWCRTOT> 0.8) AND (HWCRACT/HWCRTOT< 0.95) When total hardware conferencing stream utilization is between 80 and 95 % of available streams. CmaHWConferenceUtilSpike Hardware conferencing stream utilization CMASUM1 Where Clause: HWCRACT/HWCRTOT > 0.95 When total hardware conferencing stream utilization exceeded 95% of available streams Page 124 of 162

Using VoIP Monitor CmaHWConfNotOverloaded Hardware conferencing stream utilization CMASUM1 Where Clause: HWCRACT/HWCRTOT < 0.95 Condition Pair: CmaHWConfOverloaded When total hardware conferencing stream utilization is no longer overloaded CmaHWConfOverloaded Hardware conferencing stream utilization CMASUM1 Where Clause: HWCRACT/HWCRTOT > 0.95 Condition Pair: CmaJavaProcessDown When total hardware conferencing stream utilization exceeded 95% of available streams and is overloaded ERROR CmaHWConfNotOverloaded Where Clause: Condition Pair: That the Java process us running on the CUCM CMAPROC INSTNAME CONTAINS "java" When the CUCM service is down and the Java process is not running CmaJavaProcessUp CmaJavaProcessUp Where Clause: Condition Pair: That the Java process us running on the CUCM CMAPROC INSTNAME CONTAINS "java" When the CUCM service is up and the Java process is running CmaJavaProcessDown CmaLocationBwMax Bandwidth being used CMALOCST Where Clause: BWFAILI > 0 When location is out of bandwidth and calls fail Page 125 of 162

Prognosis VoIP Monitor CmaLocationBwOk Bandwidth being used CMALOCST Where Clause: BWFAILI = 0 CmaLocationBwUsed When location bandwidth is ok Bandwidth being used CMALOCST Where Clause: BWMAX <> 0 and BWUSEP > 90 When bandwidth used exceeds 90% CmaMultiMOHNotOverloaded Multicast MOH stream utilization CMASUM1 Where Clause: MOHMACT/MOHMTOT< 0.95 Condition Pair: CmaMultiMOHOverloaded When total Multicast MOH stream utilization is no longer overloaded CmaMultiMOHOverloaded Multicast MOH stream utilization CMASUM1 Where Clause: MOHMACT/MOHMTOT> 0.95 Condition Pair: CmaMulticastMOHUtil80-95 When total Multicast MOH stream utilization exceeded 95% of available streams and is overloaded ERROR CmaMultiMOHNotOverloaded Multicast MOH stream utilization CMASUM1 Where Clause: (MOHMACT/MOHMTOT> 0.8) AND (MOHMACT/MOHMTOT< 0.95) When total Multicast MOH stream utilization is between 80 and 95 % of available streams CmaMulticastMOHUtilSpike Multicast MOH stream utilization CMASUM1 Where Clause: MOHMACT/MOHMTOT> 0.95 When total Multicast MOH stream utilization exceeded 95% of available streams Page 126 of 162

Using VoIP Monitor CmaMTPNotOverloaded MTP utilization CMASUM1 Where Clause: MTPACT/MTPTOT < 0.95 Condition Pair: CmaMTPOverloaded When total MTP utilization is no longer overloaded CmaMTPOverloaded MTP utilization CMASUM1 Where Clause: MTPACT/MTPTOT > 0.95 Condition Pair: CmaMTPUtil80-95 When total MTP utilization exceeded 95% of available MTPs and is overloaded ERROR CmaMTPNotOverloaded MTP utilization CMASUM1 Where Clause: (MTPACT/MTPTOT> 0.8) AND (MTPACT/MTPTOT < 0.95) CmaMTPUtilSpike When total MTP utilization is between 80 and 95 % of available MTPs MTP utilization CMASUM1 Where Clause: MTPACT/MTPTOT > 0.95 CmaNoVideoConfPortsError When total MTP utilization exceeded 95% of available MTPs Video conference resource allocations CMASUM1 Where Clause: VCOORI > 0 CmaNoVideoConfPortsWarn When CUCM fails to allocate video conference resources for 5 consecutive intervals. ERROR Video conference resource allocations CMASUM1 Where Clause: VCOORI > 0 When CUCM fails to allocate video conference resources Page 127 of 162

Prognosis VoIP Monitor CmaPhoneLicenseUsed90% Phone license utilization CMALICD Where Clause: (FEATTYPE = 2) AND ((USEDUN * 100 / LICUN) > 90) When more than 90% of phone licenses have been used CmaPhoneRegChange Number of registered phones CMASUM1 Where Clause: NREGPHI > 50 OR NREGPHI< -50 When there is a change in the number of registered phones CmaProcessUsageHigh Where Clause: That all processes running on CallManager servers are not using too much memory or CPU. CMAPROC (MEMUSE > 50 OR CPUUSE > 50) AND INSTNAME NOT CONTAINS "CCM" When a process is using more than 50% of the memory or more than 50% of the CPU ERROR CmaReplicationStatusErr The replication state CMAREPS Where Clause: REPSTAT = 3 OR REPSTAT = 4 When there is a 'bad' replication (3) or the replication setup did not succeed (4). ERROR CmaRouteGroupDegraded Route Group status CMRTGRPS Where Clause: ORDSTAT = 1 When Route Group is degraded CmaRouteGroupDown Route Group status CMRTGRPS Where Clause: ORDSTAT = 0 When Route Group is down" ERROR Condition Pair: CmaRouteGroupNotDown Page 128 of 162

Using VoIP Monitor CmaRouteGroupNotDown Route Group status CMRTGRPS Where Clause: ORDSTAT <> 0 When the Route Group status changes Condition Pair: CmaRouteGroupDown CmaRouteListNotDown Route List status CMRTLSTS Where Clause: ORDSTAT <> 2 When the Route List status changes Condition Pair: CmaRouteListDown CmaRoutePatternDegraded Where Clause: Route List status CMRTPATT STATUS = "DEGR" When Route List status has changed CmaRoutePatternDown Where Clause: Condition Pair: Route Pattern status CMRTPATT STATUS = "DOWN When Route Pattern is down CRITICAL CmaRoutePatternNotDown CmaRoutePatternNotDown Where Clause: Condition Pair: Route Pattern status CMRTPATT STATUS <> "DOWN" When Route Pattern status changes CmaRoutePatternDown Page 129 of 162

Prognosis VoIP Monitor CmaServerDown The connection between VoIP Monitor and the server CMAPERF Where Clause: CNTBL = 0 Condition Pair: CmaServerOK When no connection is present between the VoIP Monitor server and the server CRITICAL CmaServerOK The connection between VoIP Monitor and the server CMAPERF Where Clause: CNTBL <> 0 Condition Pair: CiscoServiceDown When the connection to the server is ok CmaServerDown Cisco service status CMASRVCE Where Clause: STATUSE = 0 CmaSNMPProcessDown When Cisco service is down CRITICAL Where Clause: Condition Pair: That the SNMP Process is running on the CUCM CMAPROC INSTNAME CONTAINS "snmpd" When the CUCM service is down and the SNMP process is not running CmaSNMPProcessUp CmaSNMPProcessUp Where Clause: Condition Pair: That the SNMP Process is running on the CUCM CMAPROC INSTNAME CONTAINS "snmpd" When the CUCM service is up and the SNMP process is running CmaSNMPProcessDown Page 130 of 162

Using VoIP Monitor CmaSWConferenceUtil80-95 Software conferencing stream utilization CMASUM1 Where Clause: (SWCRACT/SWCRTOT> 0.8) AND (SWCRACT/SWCRTOT< 0.95) CmaSWConferenceUtilSpike When total software conferencing stream utilization is between 80 and 95 % of available streams. Software conferencing stream utilization CMASUM1 Where Clause: SWCRACT/SWCRTOT > 0.95 CmaSWConfNotOverloaded When total software conferencing stream utilization exceeded 95% of available streams Software conferencing stream utilization CMASUM1 Where Clause: SWCRACT/SWCRTOT < 0.95 When total software conferencing stream utilization is no longer overloaded Condition Pair: CmaSWConfOverloaded CmaSWConfOverloaded Software conferencing stream utilization CMASUM1 Where Clause: SWCRACT/SWCRTOT > 0.95 When total software conferencing stream utilization exceeded 95% of available streams and is overloaded. ERROR Condition Pair: CmaSWConfNotOverloaded CmaTftpFilesNotFound All requested files are being found by the TFTP server. CMATFTP Where Clause: REQFFNFI > 0 When a requested file was not found. ERROR Page 131 of 162

Prognosis VoIP Monitor CmaTftpHeartBeatOk The Cisco CallManager TFTP Heart Beat CMATFTP Where Clause: NUMHEBE > 0 Condition Pair: CmaTftpHeartBeatProblem When the TFTP service is up and a heartbeat is present CmaTftpHeartBeatProblem The Cisco CallManager TFTP Heart Beat CMATFTP Where Clause: NUMHEBE = 0 Condition Pair: CmaTranscodersOverloaded When the TFTP service is down and no heartbeat found CRITICAL CmaTftpHeartBeatOk Transcoder utilization CMASUM1 Where Clause: TRANACT/TRANTOT > 0.95 Condition Pair: CmaTranscodersUtil80-95 When total transcoder utilization exceeded 95% of available transcoders and is overloaded. ERROR CmaTranscodNotOverloaded Transcoder utilization CMASUM1 Where Clause: (TRANACT/TRANTOT> 0.8) AND (TRANACT/TRANTOT < 0.95) CmaTranscodersUtilSpike When total transcoder utilization is between 80 and 95 % of available transcoders Transcoder utilization CMASUM1 Where Clause: TRANACT/TRANTOT > 0.95 When total Transcoder utilization exceeded 95% of available transcoders Page 132 of 162

Using VoIP Monitor CmaTranscodNotOverloaded Transcoder utilization CMASUM1 Where Clause: TRANACT/TRANTOT < 0.95 CmaTrunkDownErr When total transcoder utilization is no longer overloaded Trunk status CMATRUNK Where Clause: DEVSTATE = 4 Condition Pair: CmaTrunkDownWarn When Trunk has been down (not registered) for 5 consecutive intervals ERROR CmaTrunkNotDownErr Trunk status CMATRUNK Where Clause: DEVSTATE = 4 CmaTrunkNotDownErr When Trunk is down (not registered) Trunk status CMATRUNK Where Clause: DEVSTATE <> 4 Condition Pair: CmaUnicastMOHUtil80-95 When Trunk is up CmaTrunkDownErr Unicast MOH stream utilization CMASUM1 Where Clause: (MOHUACT/MOHUTOT> 0.8) AND (MOHUACT/MOHUTOT< 0.95) CmaUnicastMOHUtilSpike When total Unicast MOH stream utilization is between 80 and 95 % of available streams Unicast MOH stream utilization CMASUM1 Where Clause: MOHUACT/MOHUTOT> 0.95 When total Unicast MOH stream utilization exceeded 95% of available streams Page 133 of 162

Prognosis VoIP Monitor CmaUniMOHNotOverloaded Unicast MOH stream utilization CMASUM1 Where Clause: MOHUACT/MOHUTOT< 0.95 Condition Pair: CmaUniMOHOverloaded When total Unicast MOH stream utilization is no longer overloaded. CmaUniMOHOverloaded Unicast MOH stream utilization CMASUM1 Where Clause: MOHUACT/MOHUTOT> 0.95 Condition Pair: CmaVcbOk When total Unicast MOH stream utilization exceeded 95% of available streams and is overloaded. ERROR CmaUniMOHNotOverloaded Video conference bridge availability CMAVCBS Where Clause: OOFRDLTA = 0 Condition Pair: CmaVcbOverload When video conference bridge availability is ok CmaVcbOverload Video conference bridge availability CMAVCBS Where Clause: OOFRDLTA > 0 Condition Pair: When the video conference bridge fails to allocate video conference resources in the previous 5 minutes. ERROR CmaVcbOk CmaVideoConfBrMaxLoad Video conference bridge availability CMAVCBS Where Clause: CONFAVAL = 0 When the video conference bridge has no conferences available Page 134 of 162

Using VoIP Monitor CmaVideoLocationBwMax Video bandwidth being used CMALOCST Where Clause: VBWFAILI > 0 When location is out of video bandwidth and calls fail Condition Pair: CmaVideoLocationBwOk CmaVideoLocationBwNearMx Video bandwidth being used CMALOCST Where Clause: VBWUSEP > 90 AND VBWUSEP < 100 When video bandwidth being used exceeds 90% CmaVideoLocationBwOk Video bandwidth being used CMALOCST Where Clause: VBWFAILI = 0 When location video bandwidth is ok Condition Pair: CmaVideoLocationBwMax HP Drive Array Acc Err Where Clause: Drive array accelerator sensor status CPQIMDAA CONDITN <> "ok" AND CONDITN <> EMPTY When drive array accelerator sensor status is not ok HP Drive Box Err Where Clause: Drive box sensor status CPQIMDBX CONDITN <> "ok" AND CONDITN <> "other" AND CONDITN <> EMPTY When drive box sensor status is not ok HP Drv Array Ctl Err Where Clause: Drive array controller sensor status CPQIMDAC BRDSTATS <> "ok" and BRDSTATS <> "other" AND BRDSTATS <> EMPTY When drive array controller sensor status is not ok Page 135 of 162

Prognosis VoIP Monitor HP Fan Err Where Clause: Fan sensor status CPQIMFAN FANCOND <> "ok" AND FANCOND <> "other" AND FANCOND <> EMPTY When fan sensor status is not ok HP Logical Drive Err Where Clause: Logical drive sensor status CPQIMLDV CONDITN <> "ok" AND CONDITN <> EMPTY When logical drive sensor status is not ok HP Power Supply Err Where Clause: Power supply sensor status CPQIMPWR CONDITN <> "ok" AND CONDITN <> "other" AND CONDITN <> EMPTY When power supply sensor status is not ok HP Phys Disk Threshold Where Clause: Physical Disk threshold CPQIMPDV THRSPSSD = "true" When physical disk threshold is passed HP Temp Sensor Threshold Where Clause: Temperature sensor status CPQIMTMP STATE <> "ok" AND STATE <> EMPTY When temperature sensor status is not ok IBM Fan Sensor Err Where Clause: IBM fan speed sensor status ibmtach STATUS <> EMPTY AND STATUS <> "OK" When fan speed sensor status is not ok Page 136 of 162

Using VoIP Monitor IBM Temp Sensor Err Where Clause: IBM temperature sensor status ibmtemp STATUS <> EMPTY AND STATUS <> "OK" When temperature sensor status is not ok IBM Voltage Sensor Err Where Clause: IBM voltage sensor status ibmvolt STATUS <> EMPTY AND STATUS <> "OK" When voltage sensor status is not ok VoiceGWAllPortsDown Voice Gateway port status CMGATEWY Where Clause: (DEVPROD CONTAINS "VG") AND (CHANUP% = 0) When all ports for Voice Gateways are down. VoiceGWPortsDown60% Voice Gateway port status CMGATEWY Where Clause: (DEVPROD CONTAINS "VG") AND (CHANUP% < 40 AND CHANUP% > 19) When Voice Gateway ports are down more than 60%. VoiceGWPortsDown80% Voice Gateway port status CMGATEWY Where Clause: (DEVPROD CONTAINS "VG") AND (CHANUP% < 20 AND CHANUP% > 0) When Voice Gateway ports are down more than 80% Page 137 of 162

Prognosis VoIP Monitor Lync-Alerts Threshold The following pre-packaged Conditions are included in the 'Lync-Alerts' Threshold document. Call - SIP Error Call SIP responses LYNCSIPS Where Clause: RESPCODE NOT IN {200, 404, 480, 486, 487, 603, 604} CPU Busy When one or more calls have an error SIP response The percentage of elapsed time that the processor is busy executing non-idle threads NTCPU Where Clause: BUSY > 80.00 CPU Interrupts When CPU is averaging more than 80% busy CRITICAL The percentage of elapsed time that the processor has spent handling hardware interrupts NTCPU Where Clause: INTRBUSY > 10 CPU User Busy When CPU is more than 10% busy processing interrupts The percentage of processor time spent in User Mode in non-idle threads. NTCPU Where Clause: USERBUSY > 80.00 Disk Busy When user jobs on the system are using more than 90% of the CPU CRITICAL The percentage of elapsed time that the disk drive is busy servicing read or write requests NTPHDISK Where Clause: BUSY > 80 When a physical disk drive is more than 80% busy CRITICAL Page 138 of 162

Using VoIP Monitor Disk Partition Full Percentage of free disk space and total disk capacity NTLGDISK Where Clause: FREESPCE < 10 and CAPACITY > 0 Disk Queue When a logical drive has only 10% of free space CRITICAL Queue length, i.e. the number of requests that are currently outstanding on the disk NTPHDISK Where Clause: DISKQLEN > 2 When a physical drive has a queue length of more than 2 Lync Services Where Clause: Lync service status NTSERV DISPNAME MATCHES REGEX "^Lync.?" AND (SERVSTAT = "STOP" OR SERVSTAT = "Stopped") When the Lync service is currently stopped ERROR Memory Free The amount of virtual memory that is currently uncommitted NTMEMORY Where Clause: PERCFREE < 10.00 or AVAILMB < 15.00 When the percentage of free memory is less than 10% or available memory is less than 15% CRITICAL Memory Page Faults Page faults and Read Pages per second. NTMEMORY Where Clause: PAGEFLTS > 1500 AND PAGEINPT > 5 When the system is swapping too much Network Errors The number of inbound and outbound packets that contain errors preventing delivery or transmission. NTNETINT Where Clause: ERORRECV > 0 OR ERORSENT > 0 When any packets received or sent contain errors ERROR Page 139 of 162

Prognosis VoIP Monitor Process Busy Where Clause: Process busy percentage NTJOBS BUSY > 80 AND NAME <> "Idle" AND NAME <> "_Total" When any process is averaging more than 80% busy CRITICAL Process Handles Where Clause: Process handle usage NTJOBS HANDLCNT > 3000 AND NAME NOT CONTAINS "System" AND NAME NOT CONTAINS "Csrss" AND HDLERATE > 0 AND NAME <> "_Total" When process handles are more than 3000 SQL Services SQL service status NTSERV Where Clause: PROCEXEC = "sqlservr" AND (SERVSTAT = "STOP" OR SERVSTAT = "Stopped") VQ - Degraded MOS When the SQL service is currently stopped ERROR Where Clause: Audio stream MOS LYNCASUM NUMFAIR + NUMPOOR + NUMUNAC > 9 AND GRPNAME = "MOS" When ten or more audio streams contain fair or less MOS Page 140 of 162

Using VoIP Monitor PVM-Alerts Threshold The following pre-packaged Conditions are included in the 'PVM-Alerts' Threshold document. PROGLicenseExceededDays License expiry date WVLOG Where Clause: ERRORNUM = 4049 AND CurrentTime - TIME < 8640000 When license expiry date is exceeded. CRITICAL PROGLicenseExceededPBX Where Clause: The number of monitored PBXs WVLOG INFO CONTAINS "Current PBX/Site licenses used exceeds entitled" AND CurrentTime - TIME < 8640000 When the number of monitored PBXs exceed license entitlement ERROR PROGLicenseExceededPhone Where Clause: The number of monitored phones WVLOG INFO CONTAINS "Current Phone/User licenses used exceeds entitled" AND CurrentTime - TIME < 8640000 When the number of monitored phones exceed license entitlement ERROR PROGLicenseExceededVQ Where Clause: The number of monitored Voice Quality Endpoints WVLOG INFO CONTAINS "Current Voice Quality licenses used exceeds entitled" AND CurrentTime - TIME < 8640000 When the number of monitored Voice Quality Endpoints exceed license entitlement ERROR Page 141 of 162

Prognosis VoIP Monitor Reporting Prognosis VoIP Monitor provides system performance reporting plus a range of call and voice reporting metrics for all supported vendor products. The reporting functionality is provided through the VoIP Monitor interface by a range of pre-packaged report documents that scan running databases to capture a 'snapshot' of data for requested reporting time periods, such as 'Today', 'Yesterday' or 'Last 7 Days'. These reports can be accessed through the Reports page (page 13) of the Monitoring Interface. A report can be generated almost instantaneously by clicking on the required report name in the selection list (page 144). The report data will be displayed in a format similar to the following example illustration. Page 142 of 162

Using VoIP Monitor At the top of each report are two drop-down list boxes, one for server (node) selection and one for selecting the reporting period. The use of these list boxes allows report data to be manipulated on screen immediately., for example a report showing 'today's' data and be quickly changed to the same report showing 'yesterdays' data. This allows for fast and easy comparisons of data to be made. In addition, the report period selection includes a 'You Decide' option (page 145) where the reporting period can be manually selected. Page 143 of 162

Prognosis VoIP Monitor Report Types On the Reports page, the Reports Central Display includes a selection list on the left hand side that features a brief description of each report. For convenience, these are detailed below: Avaya Reports Cisco Reports Lync Reports Voice Quality Erlang Service Levels Trunk Group Usage Status Log Voice Quality Calls Completed by Category Gateway Utilization Trunk Utilization Voice Quality Call Overview Server Performance Overview Number and percentage of calls categorized as; good, Fair, Poor or Unacceptable on terms of MOS score. Average number of concurrent calls per hour (Erlangs) with a break-down by voice quality (MOS value). Utilization of trunks showing measures for capacity, average, peak, hot spot (>85%) and cold spot (<15%). Listing of changes VoIP Monitor has detected across the voice environment. Number and percentage of calls categorized as; Good, Fair, Poor or Unacceptable in terms of MOS score. Number of internal (within cluster), inbound (from external source), outbound (to external source) and transit (between external sources) calls completed. Number of calls active by gateway. Number of calls active and calls attempted by trunk. Number and percentage of voice streams that are categorized as; Good, Fair, Poor or Unacceptable in terms of MOS score. Calls broken down by the following call types completed: - Internal (within cluster), - Inbound (from external source), - Outbound (to external source), - Transit (between external sources) CPU and memory utilization, paging, disk I/O and free disk space percentage. Page 144 of 162

Using VoIP Monitor Set Report Timeframe - 'You Decide' Each report screen includes a drop-down selection list that contains a set of pre-defined reporting periods, e.g. 'Today', 'Last 7 Days' etc. Providing data is available, the report screen will show data for the time period selected. However, in addition to the pre-defined reporting periods another selection, called 'You Decide', is included at the bottom of the selection list. This option allows for a customized report to be created. After selecting the 'You Decide' option and clicking the Go button, the following dialog box will be displayed. In the first panel on the left side of the dialog box, click on the calendar to set the date and use the sliders to set the time that the report data will start from. In the second panel on the right, select the date and time that the report data will end. Alternatively, each panel includes the Now button which will immediately set the start or stop period to the current date and time. When the start and end times have been set, click the Update button to produce the customized report. Page 145 of 162

Prognosis First Responder Page 147 of 162

Prognosis VoIP Monitor Prognosis First Responder Prognosis First Responder is an application that enables alerts from the Prognosis VoIP Monitor server to be viewed and actioned via an iphone or ipad device. Alert details can be forwarded from the idevice by email or by text message to a configured contact, this being useful for notifying a person to whom the alert may be relevant. In addition, some alerts are configured so that they need acknowledgement to move from an "Open" to "Closed" status, this acknowledgement can be done from within the First Responder app, making it easy to manage alerts while away from the office. How does it work? First Responder communicates securely over HTTPS to the VoIP Monitor server. Normally, this server resides within a corporate network, therefore First Responder needs the idevice to be connected to the company WiFi network or alternatively it can be setup with a VPN connection and use a cellular 3G or non-corporate network. Communication between First Responder and VoIP Monitor occurs only while the app is running, with alert data updated periodically at a configured refresh interval or on demand. This ensures that there is minimal load on the network, while maintaining up-to-date alert data on the idevice. Obtaining a copy of the First Responder App The Prognosis First Responder app can be downloaded free of charge from the Apple App Store: Page 148 of 162

Prognosis First Responder Setting up First Responder Step 1 Step 2 Download and install the Prognosis First Responder app. Open the app and go to the Settings page (page 156) by tapping on the Settings tab at the bottom of the screen. a) Set the connection to Prognosis VoIP Monitor Tap on the Prognosis Server item to open the Connectivity page. Input the IP address or hostname of the Prognosis VoIP Monitor server that is to be monitored for alert data, together with the appropriate username and password. When finished tap on the Settings button at the top of the screen to return to the Settings page. b) Change the Refresh Interval (Optional) On the Settings page tap on the Refresh Interval item to open the Alert Data Refresh page. This is used to specify how often Responder should query VoIP Monitor for alert data, the default is 1 minute. When finished tap on the Settings button at the top of the screen to return to the Settings page. Page 149 of 162

Prognosis VoIP Monitor c) Change the Closed Alerts (Optional) On the Settings page tap on the Closed Alerts item to open the Show Closed Alerts page. This is used to specify the time period for which closed alerts will continue to be shown on the Alerts Central page, e.g. show closed alerts for the last hour only, the last 6 hours, etc. The default is 'Last Hour'. When finished tap on the Settings button at the top of the screen to return to the Settings page. Step 3 Prognosis First Responder is now ready for use. See the Using Prognosis First Responder topic (page 151) for details. Page 150 of 162

Prognosis First Responder Using First Responder When critical or error alerts are detected by Prognosis First Responder, a numeric indicator (badge) will appear over the First Responder icon on the idevice screen. This number reflects the total current critical and error alerts, it does not include warning or informational alerts. In addition, from within the First Responder app, the Alerts button on the tab bar at the bottom of the screen will also contain the same indicator. The indicator will only update when there is communication between First Responder and VoIP Monitor. This only occurs while the app is running, with alert data being updated periodically at a configured refresh interval or on demand (page 153). The default data refresh interval is 1 minute but this can be adjusted through the Settings tab (page 156) of the app. To determine the details of each alert and what needs to be actioned, the following steps can be followed: Step 1 Tap on the First Responder icon and the app will open at the Alerts Central page. This provides a list of the various alert categories with the number of alerts currently in each. Step 2 Step 3 On the Alerts Central page, tap on an alert category to expand the section. A list of the alerts will be presented. If required, pinch to change the size of the alert boxes (this allows more or less data to be seen for each alert in the list). Tap on a specific alert to open the Alert Details page (page 154). This page will show full details of the alert message. Page 151 of 162

Prognosis VoIP Monitor On this page the following options are available by using the buttons at the bottom of the screen. Select the button for the action that is required. Acknowledge: This option will acknowledge the alert. The button will be greyed out if the alert does not require acknowledgement. Reminder: This will set a reminder on the idevice for this alert. Use this feature if the alert cannot be actioned right now, but a reminder is needed to attend to it at a later time. Prognosis: This will open the Prognosis VoIP Monitor user interface. From here further troubleshooting can be carried out on the alert. Notify: Use this to call, SMS or email a contact. This allows quick notification to the person who is responsible for dealing with the alert. Page 152 of 162

Prognosis First Responder Refreshing Alert Data While the First Responder app is running, alert data is periodically updated from the Prognosis VoIP Monitor server at the interval specified in the Settings tab (page 156). However, an update can be initiated on demand by tapping the refresh icon at the top right of the Alerts Central page, or by dragging the main page downwards. Refresh icon: Tapping this initiates a data refresh with VoIP Monitor The background colored circle within the icon depicts the current status of the alert data: Green: Alert data is up-to-date, successful connection to Prognosis has been established. Red: Contact with Prognosis is currently unavailable. Warning: in this state, the Alert data displayed is not current. The background colored circle changes to black over time in a clockwise fashion, depicting how much time is remaining until the next scheduled refresh with Prognosis. (The period between refreshes is determined by the interval selected in the Settings tab). Once the whole background circle has turned to black, a new update from Prognosis is initiated. Page 153 of 162

Prognosis VoIP Monitor Functions The Prognosis First Responder app contains three main pages, Alerts, Prognosis and Settings. Each of these pages can be accessed by using the tab bar which is located at the bottom of each screen. Alerts tab The Alerts Central page shows a summary of the alerts that are currently posted on the Prognosis VoIP Monitor server. If there are no alerts in a particular category (i.e. Critical, Error, Warning or Information), then the category icon will be greyed out and a zero count reported. If there are alerts present in a particular category then the total number of alerts for that category will be displayed and the category icon will be highlighted. To view the list of alerts in each category tap on the Alert category name. Tap on a specific alert to open the Alert Details page. This page will show full details of the alert message and provide options for the actions that can be taken. Alert Details page This page will show all available details for a selected alert. From this page the following actions can be carried out by using the buttons at the bottom of the screen. Acknowledge: This option will acknowledge the alert. The button will be greyed out if the alert does not require acknowledgement. Page 154 of 162

Prognosis First Responder Reminder: This will set a reminder on the idevice for this alert. Use this feature if the alert cannot be actioned right now, but a reminder is needed to attend to it at a later time. Prognosis: This will open the Prognosis VoIP Monitor user interface. From here further troubleshooting can be carried out on the alert. Notify: Use this to call, SMS or email a contact. This allows quick notification to the person who is responsible for dealing with the alert. Page 155 of 162

Prognosis VoIP Monitor Prognosis tab This page provides access to the Prognosis VoIP Monitor user interface. It makes use of the configuration details as specified in the Settings page. Settings tab This page includes the following features. Tap on the required item to open the corresponding page. About - Shows details of the copyright and version details of First Responder. Feedback: This option is provided to send feedback on First Responder or any ideas for new apps or other mobile functionality which may assist or supplement the use of VoIP Monitor. In addition the following configuration settings are available: Prognosis Server: Set the IP or hostname of the VoIP Monitor server, together with the applicable logon credentials. VPN: This contains the instructions on how to setup a VPN connection so that First Responder can be used on a non-corporate or cellular data network. Refresh Interval: Specify how often First Responder should query VoIP Monitor for alert data. The default setting is 1 minute. Closed Here it can be specified a time period for which closed alerts will be shown on the Alerts tab, i.e. show closed alerts for last hour only, last 6 hours, etc. The default is 'Last Hour'. Page 156 of 162

Technical Support Page 157 of 162

Prognosis VoIP Monitor Technical Support For further assistance with documentation, release notes, software updates or for information about Prognosis products, licensing and service, please go to the Prognosis VoIP Monitor website at: VoiceQuality.com Page 158 of 162

Index A Alerts... 109 Alerts Page... 14 All CUCM Appliances Display... 46 Avaya Alarms Display... 33 Avaya Boards Display... 35 Avaya Data Displays... 20 Avaya IP Network Regions Display... 39 Avaya LSPs Display... 36 Avaya Maintenance Worksheets Display... 31 Avaya Media Gateways Display... 37 Avaya Media Servers Display... 38 Avaya Monitoring Node Display... 30 Avaya PBX Busy Hour Display... 29 Avaya PBX Display... 23 Avaya PBX Network Device Displays... 34 Avaya Phones Display... 40 Avaya Port Networks Display... 42 Avaya Route Patterns Display... 43 Avaya SAT Connection Status Display... 25 Avaya Systems Display... 21 Avaya Trunk Groups Display... 44 Avaya Voice Stream Details Display... 28 Avaya Voice Streams Display... 26 Avaya_Alert Threshold... 110 C Cisco Alert Central Display... 60 Cisco All Servers Display... 55 Cisco Calls Display... 58 Cisco Cluster Availability Display... 56 Cisco Cluster Overview Display... 48 Cisco CTI Status Display... 62 Cisco Data Displays... 45 Cisco Gateways Display... 64 Cisco Hardware Overview Display... 50 Cisco License Unit Information Display... 66 Cisco License Usage Report... 68 Cisco Locations Display... 69 Cisco Media Servers Display... 70 Cisco Phones Display... 72 Cisco Route Patterns Display... 74 Cisco Services Display... 75 Cisco TFTP Display... 77 Cisco Trunks Display... 79 Cisco Voice Quality... 81 Cisco_Alert Threshold... 119 Cluster... 81 F Functions... 154 H Home Page... 12 I Interface... 10 Monitoring... 10 Introduction... 5 Page 159 of 162

Prognosis VoIP Monitor L License Central... 16 Log... 9 Lync-Alerts Threshold... 138 M Memory Overview... 108 Microsoft Lync AV Conferencing Overview Display... 95 Microsoft Lync Call Central Display... 99 Microsoft Lync Call Summary Display... 101 Microsoft Lync Conference Call Summary Display... 103 Microsoft Lync Connection Status Display... 107 Microsoft Lync Data Displays... 85 Microsoft Lync Front End Overview Display... 90 Microsoft Lync Mediation Overview Display... 92 Microsoft Lync Monitoring Overview Display... 93 Microsoft Lync Open Alert Central Display... 97 Microsoft Lync Overview Display... 86 Microsoft Lync Site Overview Display... 88 Microsoft Lync Voice Quality Central Display.. 105 Microsoft Lync Windows CPU... 108 Monitoring... 10 Interface... 10 Monitoring Interface... 9, 12, 13, 14, 16, 18, 19 P Procedure... 9 Prognosis Alerts Display... 83 Prognosis First Responder... 149, 151, 153, 154 Prognosis Responder... 148 PVM-Alerts Threshold... 141 R Refreshing Alert Data... 153 Report Types... 144 Reports Page... 13 S Search Function... 19 Set Report Timeframe... 145 Setting... 149 T Technical Support... 158 Thresholds... 109 Troubleshoot Open Problems... 18 U Using... 151 Using VoIP Monitor... 8 Page 160 of 162

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