Cisco Monitor 2.0 User Manual

Quick Start

Quick Start Guide for Cisco Unified Service Monitor 2.0

1 SUPPLEMENTAL LICENSE AGREEMENT 2 Cisco Unified Service Monitor Overview 3 Server and Client System Requirements 4 Installation and Upgrade Paths 5 Installing Cisco Unified Service Monitor 6 Upgrading to Cisco Unified Service Monitor 2.0 7 Starting Cisco Unified Service Monitor 8 Uninstalling and Reinstalling Service Monitor 9 Where to Go Next 10 Related Documentation 11 Obtaining Documentation 12 Documentation Feedback 13 Cisco Product Security Overview 14 Product Alerts and Field Notices 15 Obtaining Technical Assistance 16 Obtaining Additional Publications and Information

1 SUPPLEMENTAL LICENSE AGREEMENT

SUPPLEMENTAL LICENSE AGREEMENT FOR CISCO SYSTEMS NETWORK MANAGEMENT SOFTWARE: CISCO UNIFIED SERVICE MONITOR.

IMPORTANT-READ CAREFULLY: This Supplemental License Agreement (“SLA”) contains

additional limitations on the license to the Software providedtoCustomerundertheEndUserLicense Agreement betweenCustomerandCisco. Capitalized terms used in this SLA and not otherwise defined herein shall have the meanings assigned to them in the End User License Agreement. Tothe extent that there is a conflict among any of these terms and conditions applicable to the Software, the terms and conditions in this SLA shall take precedence.

By installing, downloading, accessing or otherwise using the Software, Customer agrees to be bound by the terms of this SLA. If Customer does not agree to the terms of this SLA, Customer may not install, download or otherwise use the Software. When used below,the term “server” refers to central processor unit.

1. ADDITIONAL LICENSE RESTRICTIONS.

• Installation and Use. The Software components are provided toCustomer solely to install,update, supplement, or replace existing functionality of the applicable Network Management Software product. Customer may install and use the following Software components:

–

CiscoWorks Common Services: Contains shared resources used by other components in this bundle. In many cases, all components in this bundle can be installed on a single server.

–

Cisco Unified Service Monitor: May be installed on one (1) server in Customer's network management environment.

• Number of IP Phones. For each Software license granted, Customer may install and run the Software on a single server tomanage the number ofIP phones specifiedin the licensefile provided with the Software, or as specified in the Software License Claim Certificate. Customers whose requirements exceed the IP phone limit must purchase upgrade licenses or additional copies of the Software. The IP phone limit is enforced by license registration.

• Reproduction and Distribution. Customer may not reproduce nor distribute the Software.

2. DESCRIPTION OF OTHER RIGHTS AND LIMITATIONS.

Please refer to the Cisco Systems, Inc. End User License Agreement.

2 Cisco Unified Service Monitor Overview

Cisco Unified Service Monitor (Service Monitor), a product from the Cisco Unified Communications Management Suite, receives and analyzes data from these sources when they are installed in your voice network and configured properly:

• Cisco Unified CallManager clusters—Retain Call Detail Records (CDRs) and Call Management Records (CMRs). CDRs include Mean Opinion Score (MOS) values that were calculated on IP phones and voice gateways using the Cisco Voice Transmission Quality (CVTQ) algorithm.

Note For Cisco Unified CallManager versions that Service Monitor supports, see Release Notes

for Cisco Unified Service Monitor 2.0. For information about configuring Cisco Unified CallManager clusters to work with Service Monitor, see User Guide for Cisco Unified Service Monitor.

• Cisco 1040 Sensors (sensors)—ComputeMOS for each RTP stream; sensors sendssyslog messages to Service Monitor every 60 seconds.

Each licensed instance of Service Monitor can act as a primary Service Monitor for multiple Cisco 1040s. If you have more than one licensed instance of Service Monitor, Service Monitor can act as secondary backups for each other. Then, when a Service Monitor is unavailable, Cisco 1040s can failover to asecondary Service Monitor until the primary Service Monitoris once again available.

Note A Service Monitor that acts as a backup and the Service Monitor that it backs up must

both run the same version of Cisco Unified Service Monitor.

Service Monitor compares MOS against a threshold value—default or user-specified—forthe codec in use. When MOS drops below the threshold, Service Monitor generates SNMP traps and sends them to up to four recipients. Service Monitor stores the data that it obtains in the database, where it is available for display on Service Monitor reports. Service Monitor purges the database daily to maintain 31 days of data. Optionally, Service Monitor also stores data obtained from Cisco 1040s in files on disk.

If you configure Cisco Unified Operations Manager (Operations Manager) as a trap receiver for Service Monitor, Operations Manager can further analyze, display, and act on the traps that Service Monitor generates. Operations Manager can generate service quality events, display and track these events on a real-time dashboard, and display and store event history. You can configure additional event settings on Operations Manager that alert you to low MOS and to the occurrence of many service quality events during a period of time. In addition, you can configure Operations Manager to send notifications by e-mail, SNMP trap, and syslog message.

Licensing

Service Monitor features software-based product registration and license key activation technologies. The following table provides information about terminology used in the registration process.

Understanding Licensing Terms

Table 1 describes the PAK and the License file and usage of these terms.

Table 1 Understanding PAK and License File

Licensing Terms Description

Product Authorization Key (PAK)

License file When you use the PAK to register your product on the product licensing area of

The PAKis printed on the software claim certificateincluded in product packaging. Use the PAK and the MAC address of the server where Service Monitor 2.0 will reside to get your license file from Cisco.com. The Service Monitor license file includes support for up to 1,000 phones.

You can purchase incremental licenses to support additional IP phones, registering up to 30,000 phones with a single Service Monitor. For each incremental license that you purchase, a PAK is shipped to you, and you must use that PAK to obtain a license file.

Cisco.com, you will receive a license file. To register, you need to provide both of the following:

• The MAC address of the server where Service Monitor 2.0 will reside.

• The PAK.

Licensing Your Product During Installation

Before you install the Service Monitor 2.0 product, you should register the product and obtain a license file.

Note If you are installing Service Monitor for evaluation only, you do not need to perform this

procedure.

To license your product, you must:

Step 1 Register the Service Monitor product with Cisco.com using the MAC address of the server on

which Cisco Unified Service Monitor 2.0 will reside and the PAK. The PAK is printed on the software claim certificate. Get your license file from:

http://www.cisco.com/go/license

Note You will be asked to log in. You must be a registered user of Cisco.com to log in.

Logging in allows your Cisco user profile information to autopopulate many of the product registration fields. Login is case sensitive.

Step 2 Copy the new license fileto the Service Monitor server,into a directory with read permissions

for the user name casuser or the user group casusers.

Note Service Monitor uses a local user, casuser, to run processes without having

Administrator privileges.

Note If you copy a folder that contains thelicense file to the Service Monitor server, be sure

to provide read permission for casuser on the folder as well as on the license file.

Step 3 Install the product using the Cisco Unified Service Monitor 2.0 product CD; during the

installation, when prompted for Licensing Information:

a. Select the ﬁrst radio button (see Figure 1). b. Use the browse window to locate the license ﬁle directory. c. Click Next to install the license ﬁle.

Note Add any incremental license filesthat you purchased to supportadditional IP phones after you

install or upgrade to Service Monitor 2.0. (See Adding Licenses to an Installed Service

Monitor, page 6.)

Figure 1 shows the licensing input dialog box that the installer displays during the installation process.

Figure 1 Licensing Information Dialog Box

Adding Licenses to an Installed Service Monitor

After you install or upgrade to Service Monitor 2.0, add any incremental licenses that you have purchased to support additional IP phones. When you purchase an incremental license, you receive a PAK. You must use the PAK to obtain a license file and install the license.

If you installed Service Monitor 2.0 with an evaluation license, you can subsequently install a purchased license. When you purchase Service Monitor, you receive a PAK.Use it to obtain and install a license file.

To add support for additional IP phones to Service Monitor and to upgrade from an evaluation license to a purchased license, you must:

Step 1 Obtain the license file using the MAC address of the server where Service Monitor 2.0 is

installed and the PAKthat you received when you purchased the product. Get your license file from:

http://www.cisco.com/go/license

Note You will be asked to log in. You must be a registered user of Cisco.com to log in.

Logging in allows your Cisco user profile information to autopopulate many of the product registration fields. Login is case sensitive.

Step 2 Copy the new license fileto the Service Monitor server,into a directory with read permissions

for the user name casuser or the user group casusers.

Note Service Monitor uses a local user, casuser, to run processes without having

Administrator privileges.

Step 3 Install the license:

a. From Service Monitor, click the CiscoWorks link in the upper-right corner. The CiscoWorks

Homepage appears.

b. Select Common Services > Server > Admin > Licensing.

The License Administration page appears.

c. Click Update.

A file browser popup dialog box appears.

d. Enter the path to the new license ﬁle in the License ﬁeld, or click Browse to locate the license

ﬁle you copied to the server in step 2.

e. Click OK.

The system verifies whether the license file is valid, and updates the license. The updated licensing information appears on the License Information page. If you purchased more than one license, repeat Step 3 to install each additional license.

If you encounter errors, repeat the steps to license your product.

3 Server and Client System Requirements

Table 2 lists minimum server requirements for Service Monitor. Table 3 lists minimum client

requirements for Service Monitor. Table 4 lists browser requirements for Service Monitor.

Note The minimum server requirements in Table 2 might not be sufficient for monitoring a high

volume of calls. For more information, see Release Notes for

Cisco Unified Service Monitor 2.0.

Table 2 Minimum Server Requirements

Component Minimum Requirement

Hardware • Server platform with Pentium IV processor, 2.0 GHz or

greater

• Color monitor with video card capable of 256 colors or more

• CD-ROM drive

Software for Windows Windows Server 2003 Service Pack 1, Standard and Enterprise

editions

Note It is recommended that Service Monitor not share a

platform with other I/O or disk-intensive applications.

Note Configure the server to use Network Time Protocol

(NTP) to synchronize with the time server that is used by Cisco Unified CallManagers in your network. See NTP

Configuration Notes, page 10.

Available memory (RAM) 2 GB Available disk space • 60 GB minimum

• Virtual memory: 4 GB

• NTFS file system

1. Install Service Monitor on an NTFS file system. Do not install Service Monitor on a FAT file system. To verify the file system, open My Computer on the Windows desktop, right-click the drive and select Properties from the popup menu. The file system field appears in the General tab of the Properties dialog box.

required.

Note If you want to use a third-party SNMP management tool to make SNMP queries against the

server where Service Monitor is installed, Windows SNMP service must be installed. See

Configuring Your System for SNMP Queries, page 15.

Table 3 Minimum Client Hardware and Software Requirements

Component Minimum Requirement

Hardware/software • Any PC or server platform with a Pentium IV processor, 1.0 GHz or

greater, running one of the following:

–

Windows 2000 (Professional and Server) with Service Pack 3 or Service Pack 4

–

Windows XP Service Pack 1 or Service Pack 2

–

Windows 2003 Server (Standard and Enterprise Editions) without Windows Terminal Services

• Color monitor with video card set to 256 colors Available disk space 1 GB virtual memory Available memory (RAM) 512 MB minimum

We recommend that you set virtual memory to twice the size of RAM.

Table 4 Browser Requirements

Browser Version Platform

Internet Explorer 6.0.28 Any one of the following:

• Windows 2000

• Windows XP

6.0 (6.0.3790.0) Windows Server 2003

Note When using Service Monitor, disable any software on your desktop that you use to prevent

popup windows from displaying. Service Monitor must be able to open multiple windows to display information.

NTP Configuration Notes

The clocks on Service Monitor and Cisco Unified CallManager servers must be synchronized for Service Monitor reports to include complete and up-to-date information and accurately reflect activity during a given time period. These notes offer a starting point and do not provide complete instructions for configuring NTP.

To get started:

1. Talk withyour Cisco UnifiedCallManager administrators to determine the time server with which

Service Monitor should synchronize. You might find Cisco IP Telephony Clock Synchronization: Best Practices, a white paper on Cisco.com, useful; read it at this URL:

http://cisco.com/en/US/products/sw/voicesw/ps556/prod_white_papers_list.html.

2. Use your system documentation to configure NTP on the Windows Server 2003 system where

Service Monitor will be installed. Configure NTP with the time server being used by Cisco Unified CallManagers in your network. You might find How to configure an authoritative time server in Windows Server 2003, useful; look for it at this URL:

http://support.microsoft.com/kb/816042.

Cisco Unified Service Monitor Port Usage

This section provides a list of ports used by Cisco Unified Service Monitor.

Note The ports in Table 5 should not be scanned.

Table 5 Service Monitor Port Usage

Protocol Port Number Service Name

UDP 53 DNS. UDP 67 and 68 DHCP. UDP 5666 Syslog—Service Monitor receives syslog messages from Cisco 1040. TCP 22 SFTP—Service Monitor uses SFTP to obtain data from Cisco Unified

CallManager version 5.x.

TCP 2000 SCCP—Service Monitor uses SCCP to communicate with Cisco 1040s.

Table 5 Service Monitor Port Usage (continued)

Protocol Port Number Service Name

TCP 43459 Database. TCP 5665–5680 Interprocess communication between the user interface and back-end

processes.

Note These ports must be free.

Note Service Monitor uses TFTP to find the configuration file for a given Cisco 1040. Service

Monitor by default uses port 69 on the TFTP servers.

4 Installation and Upgrade Paths

Table 6 lists the supported installation paths. Table 7 lists the supported upgrade paths.

Table 6 Supported Installation Paths

If you are installing Cisco Unified Service Monitor on a system that... Then do this

Has Operations Manager 2.0 (which includes Service Monitor 2.0) installed and Service Monitor 2.0 is not yet licensed.

Service Monitor 2.0 is already installed. To activate Service Monitor 2.0:

1. Purchase Service Monitor 2.0 and obtain a PAK.

2. Use the PAK and the MAC address of the system where

Operations Manager is installed to register your product on Cisco.com and obtain a license file.

3. If you plan to add Cisco Unified CallManagers to Service Monitor, configure the Service Monitor system to use NTP; see NTP Configuration Notes, page 10.

4. Install the license file on the system where Service Monitor 2.0 is installed. See Adding Licenses to an

Installed Service Monitor, page 6.

5. Perform the tasks in the configurationtask checklist in User Guide for Cisco Unified Service Monitor.

Table 6 Supported Installation Paths (continued)

If you are installing Cisco Unified Service Monitor on a system that... Then do this

Has any product other than Operations Manager 2.0 installed

Does not have Operations Manager 2.0 installed

1. Uninstall other products; for example, uninstall all CiscoWorks and Network Management System (NMS) products.

2. After you complete the uninstallation, verify that

NMSROOT, if it exists, does not contain any files. NMSROOT is the directory where Service Monitor will be

installed; its default location is C:\Program Files\CSCOpx. If NMSROOT exists, delete any files from it.

3. Use the instructions in this table for Does not have

Operations Manager 2.0 installed.

1. If you want to manage Service Monitor using a third-party SNMP management tool, install Windows SNMP service.

2. Use the PAK and the MAC address of the Service Monitor server to register your product on Cisco.com and obtain a license file.

3. Copy the license file to the server where you will install Cisco Unified Service Monitor. See Licensing Your Product

During Installation, page 4.

4. If you plan to add Cisco Unified CallManagers to Service Monitor, configure the Service Monitor system to use NTP; see NTP Configuration Notes, page 10.

5. Install Cisco Unified Service Monitor 2.0.

6. Install any incremental license files that you purchased to

support additional IP phones. See Adding Licenses to an