IBM R2E2 User Manual
Tivoli
Netcool/Proviso
Document Revision R2E2
IBM
Cisco IP Telephony 2.4.0.0 Technology Pack
User Guide
Note
Before using this information and the product it supports, read the information in Notices on page 95.
© Copyright IBM Corp. 2010
US Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.
Contents
Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Chapter 2: Devices and Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Summary of Device Technology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Categories of Service Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Services and Devices Monitored . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Sources of Collected Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Collecting CDR and CMR Data with Cisco CallManager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Collecting CDR, CMR, and Perfmon Data with Cisco Unified Communications Manager . . . . . 7
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
SNMP Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Cisco CallManager Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Supported MIBs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Bulk input file formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Bulk input file name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Bulk input file schema . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Bulk adaptor design files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Chapter 3: Supported Reports and KPIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Reporter sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Reporter set tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Reporter set contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Key performance indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Chapter 4: Configuring the technology pack. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Configure the technology pack . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Verifying resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack iii
Contents
Appendix A: UBA parameters (Tivoli Netcool/Proviso v4.4.3 and later) . . . . . . . . . . . . . . .63
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
INSTANCES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
INSTANCES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
INSTANCES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
VOIP_CISCO_IPT.CCMINPUT.DELETEONACQUIRE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
VOIP_CISCO_IPT.CCMINPUT.URI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
VOIP_CISCO_IPT.CDRINPUT.DELETEONACQUIRE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
VOIP_CISCO_IPT.CDRINPUT.URI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
VOIP_CISCO_IPT.DESIGNFILE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
VOIP_CISCO_IPT.DESIGNFILE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
VOIP_CISCO_IPT.INPUT_DIRECTORY. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
VOIP_CISCO_IPT.INPUT_DIRECTORY. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
VOIP_CISCO_IPT.INPUT_FTP_PASSWORD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
VOIP_CISCO_IPT.INPUT_FTP_USERNAME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
VOIP_CISCO_IPT.INPUT_HOST . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
VOIP_CISCO_IPT.INPUT_HOST . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
VOIP_CISCO_IPT.INPUT_USE_SECURE_FTP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
VOIP_CISCO_IPT.INPUT_USE_SECURE_FTP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
VOIP_CISCO_IPT_PERFMON.DESIGNFILE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
VOIP_CISCO_IPT_PERFMON.INPUT_DIRECTORY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
VOIP_CISCO_IPT_PERFMON.INPUT_FTP_PASSWORD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
VOIP_CISCO_IPT_PERFMON.INPUT_FTP_USERNAME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
VOIP_CISCO_IPT_PERFMON.INPUT_HOST. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
VOIP_CISCO_IPT_PERFMON.INPUT_USE_SECURE_FTP. . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
VOIP_CISCO_IPT_PERFMON.PERFMON.DELETEONACQUIRE . . . . . . . . . . . . . . . . . . . . . 87
VOIP_CISCO_IPT_PERFMON.PERFMON.URI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Appendix B: Template file (Tivoli Netcool/Proviso pre-v4.4.3 only) . . . . . . . . . . . . . . . . . . .89
Template file name and location. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Pack-specific UBA parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Additional information about UBA parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
INSTANCES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
URI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
DB_USERNAME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
iv IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack
Chapter 1: Introduction
This manual describes the IBM® Tivoli® Netcool®/Proviso® Cisco IP Telephony Technology Pack.
Specifically, the manual describes the reports that display information about the devices and technologies that
operate in the Cisco IP Telephony environment.
Note: This technology pack supports the Cisco CallManager (CCM) environment and its new implementation,
the Cisco Unified Communications Manager (CUCM) environment. Where this guide refers to CCM, the text
also applies to CUCM, unless an explicit distinction is made.
Audience
The audiences for this manual are the network administration engineers at IBM customer sites who will install,
configure, and use the Cisco IP Telephony Technology Pack as part of their Tivoli Netcool/Proviso installation.
IBM Professional Services engineers may also find this manual useful.
To install and use the Cisco IP Telephony Technology Pack, you should have a working knowledge of the
following subjects:
• Tivoli Netcool/Proviso DataMart
• TCP/IP networks
• Telecommunications network management
• Administration of the operating system
The audiences should also be familiar with the specific technology that the Cisco IP Telephony Technology Pack
deals with, in this case Cisco IP Telephony.
Organization
This guide is organized as follows:
• Chapter 1, Introduction
Provides a general introduction to the Tivoli Netcool/Proviso product suite.
• Chapter 2, Devices and Services
Provides an overview of the device technology supported by the technology pack.
• Chapter 3, Supported Reports and KPIs
Provides information about the reporter sets and key performance indicators (KPIs) that the Cisco IP
Telephony Technology Pack provides for each device operating in the Cisco IP Telephony environment.
• Chapter 4, Configuring the technology pack
Describes how to configure the Cisco IP Telephony Technology Pack.
• Appendix A, UBA parameters (Tivoli Netcool/Proviso v4.4.3 and later)
Provides UNIX® reference pages for each of the pack-specific UBA parameters supplied with the XSD file
for the Cisco IP Telephony Technology Pack.
IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack 1
Chapter 1: Introduction
• Appendix B, Template file (Tivoli Netcool/Proviso pre-v4.4.3 only)
Explains the edits that must be made to the pack-specific UBA parameters delivered in the pack template file.
The Tivoli Netcool/Proviso product suite
Tivoli Netcool/Proviso is made up of the following components:
• Tivoli Netcool/Proviso DataMart is a set of management, configuration and troubleshooting GUIs that
the Tivoli Netcool/Proviso system administrator uses to define policies and configuration, as well as to verify
and troubleshoot operations.
• Tivoli Netcool/Proviso DataLoad provides flexible, distributed data collection and data import of SNMP
and non-SNMP data to a centralized database.
• Tivoli Netcool/Proviso DataChannel aggregates the data collected through Tivoli Netcool/Proviso
DataLoad for use by the Tivoli Netcool/Proviso DataView reporting functions. It also processes on-line
calculations and detects real-time threshold violations.
• Tivoli Netcool/Proviso DataView is a reliable application server for on-demand, web-based network
reports.
• Tivoli Netcool/Proviso Technology Packs extend the Tivoli Netcool/Proviso system with service-ready
reports for network operations, business development, and customer viewing.
Figure 1 shows the different Tivoli Netcool/Proviso modules.
Figure 1: Tivoli Netcool/Proviso modules
DataLoad
collects
network data.
DataChannel
computes
aggregations
and stores data
in DataMart.
DataMart
provides data
management
and applications.
DataView
produces and
manages reports.
Tivoli Netcool/Proviso documentation
IBM provides the following Tivoli Netcool/Proviso documentation:
• Release notes
• Configuration recommendations
•User guides
• References
• Technical notes
• Online help
2 IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack
Chapter 2: Devices and Services
This chapter discusses the following topics:
Topic Pa g e
Overview 3
Summary of Device Technology 3
Sources of Collected Data 5
Prerequisites 8
Supported MIBs 9
Overview
This chapter provides a summary of Cisco IP Telephony device technology that the Cisco IP Telephony
Technology Pack is designed to support.
Note: This technology pack supports the Cisco CallManager (CCM) environment and its new implementation,
the Cisco Unified Communications Manager (CUCM) environment. Where this guide refers to CCM, the text
also applies to CUCM, unless an explicit distinction is made.
Summary of Device Technology
The Tivoli Netcool/Proviso Cisco IP Telephony Technology Pack collects and reports performance metrics in
an Architecture for Voice, Video and Integrated Data (AVVID) environment where Cisco CallManager (CCM)
IP-PBXs are deployed.
The technology pack manages the IP telephony application by focusing on an end-to-end voice path. It uses
advanced data consolidation, with data coming from the end user (the phone extension itself), as well as data
coming from network infrastructure devices.
The Cisco IP Telephony Technology Pack operates with the following Cisco versions:
• Cisco CallManager version 4
• Cisco Unified Communications Manager version 5
• Cisco Unified Communications Manager version 6
• Cisco Unified Communications Manager version 7
IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack 3
Chapter 2: Devices and Services
Categories of Service Reporting
The technology pack provides the following categories of service reporting:
•Voice Quality Management — Latency, jitter, packet loss, network bandwidth, Class-Based QoS, and
element availability.
• Call Signaling Management — Call setup and termination metrics, based on data from Call Detail Records
(CDRs).
• Converged Network Infrastructure Management — Network and system devices in charge of the
Service and Voice Data Packets Delivery.
Services and Devices Monitored
The Tivoli Netcool/Proviso Cisco IP Telephony Technology Pack creates automatic, on-demand, historical, and
real-time reports showing performance and trend analysis for the following services and devices:
• Voice Quality — Jitter, latency, packet drops, mean opinion score, per cluster, per location, per business
department, and even for each extension number.
• CallManager System & Application — Server availability, performance, CPU load, memory, service
availability, disk usage, and registered devices.
• PSTN Gateway Devices — Catalyst6500, Cisco AS5x00 series, Cisco 2600 & 3600 series, E1 & T1 Serial
Links, DS0 Channel availability and utilization, DSP availability and utilization, capacity planning, bandwidth,
errors. Also, total number of calls per gateway, total duration per gateway.
• Gatekeeper Devices — Number of successful / unsuccessful requests (routing, location, admission),
registered endpoints, errors.
• Telephony Usage — Total number of calls, total duration of calls, total number of packets, per location, per
business department, per extension number, top10 clusters (or sites, offices, extensions, departments).
Number of outbound and inbound calls. Total accumulated hours of traffic per hour, day, week, month.
• Call Completion — Percentage of outgoing and incoming successful/unsuccessful calls, what are the main
errors (phones, LAN, WAN, PSTN network, congestions, no resource available).
• Call Distribution — On-net vs. off-net ratio (number of IP routed calls vs. calls routed toward PSTN),
number of internal (private extension to private extension) calls, local calls, long distance calls, international
calls. Capability to provide statistics on number of calls to mobile networks (supported in some countries
only).
• Site to Site Path Analysis — End-to-end measurement between customer offices. Voice quality, call
distribution, call completion, IP telephony usage, TopN sites for errors, number of calls, duration and voice
quality.
4 IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack
Chapter 2: Devices and Services
Sources of Collected Data
The Tivoli Netcool/Proviso Cisco IP Telephony Technology Pack uses both SNMP and bulk data collection. The
technology pack collects performance data from the following sources:
Source of Collected Data Collection Type
PSTN gateway, media gateway SNMP
Gatekeeper SNMP
Cisco CallManager Server
Each server in the cluster has an SNMP agent
Call Detail Records (CDR)
Accounting data
Call Maintenance Records (CMR)
Voice quality data
Microsoft® performance counter metrics (Perfmon) Bulk
SNMP
Bulk
Bulk
CDR and CMR data is collected in Cisco CallManager (CCM) environments and Cisco Unified Communications
Manager (CUCM) environments. The technology pack accesses CDR and CMR data differently in each
environment.
The following sections provide an overview of how the technology pack accesses CDR and CMR data in these
different environments. A basic understanding of the different access methods will help you when you configure
the technology pack.
Note: Perfmon is not supported for Cisco CallManager version 4.x.
Collecting CDR and CMR Data with Cisco CallManager
With Cisco CallManager (CCM), the technology pack collects CDR and CMR data through SQL requests to the
CallManager Publisher SQL database.
IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack 5
Chapter 2: Devices and Services
The following figure illustrates the technology pack’s data collection architecture in a CCM environment:
Port for SQL Access
CallManager Publisher runs on a Microsoft SQL Server 2000 server. To collect SQL data from the CallManager
Publisher, an SQL bridge must be set up on the machine where Tivoli Netcool/Proviso DataLoad resides. This
bridge is provided as part of the Tivoli Netcool/Proviso Cisco IP Telephony Technology Pack.
The connection between the Data Direct SQL server bridge and the SQL Server 2000 server is made through
TCP port number 1433 or 1370, according to the Cisco CallManager Publisher configuration.
Troubleshooting Note for SQL Requests
If you have problems issuing SQL queries to the Cisco CallManager (CCM) Publisher, check the following list:
•Ensure that tempdb has been set to an adequate size (at least 100Mb) in order to correctly receive the SQL
result set, as recommended in the Cisco CallManager Installation Guide.
• Check the log file (proviso.log by default) for any SQL error messages. By default, the log file is in the
$DC_HOME/log directory — for example, /opt/datachannel/log.
6 IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack
Chapter 2: Devices and Services
• With pre-4.4.3 Tivoli Netcool/Proviso versions, ensure that the dc.cfg file contains a URI for each CCM
Publisher bulk adaptor, and that the URI matches the URI of the associated data source in the
file.
odbc.ini
Collecting CDR, CMR, and Perfmon Data with Cisco Unified Communications Manager
With Cisco Unified Communications Manager (CUCM), the technology pack collects CDR, CMR, and Perfmon
data files in either of the following ways:
• Through SOAP requests to the CUCM server and PerfmonPorts API.
• Through a schedule for pushing the data files back to the DataChannel server. The schedule is specified by
CUCM Web administration configuration settings.
In both cases, the CUCM pushes the data back to the technology pack via FTP.
The technology pack includes a Java™ application called ProvisoCUCM. This application is responsible for
sending the SOAP requests to the CUCM, and for producing the CSV files for the UBA from the data files pushed
back to the DataChannel server by the CUCM server.
The ProvisoCUCM finds the address of the CUCM server, authentication information, and other configuration
details in the file
described in Chapter 4, Configuring the technology pack.
The following figure illustrates the technology pack’s data collection architecture in a CUCM environment:
cucm.properties. You install and edit this file when you configure the technology pack, as
IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack 7
Chapter 2: Devices and Services
Prerequisites
This section describes the prerequisites for the Tivoli Netcool/Proviso Cisco IP Telephony Technology Pack.
SNMP Access
The Tivoli Netcool/Proviso Cisco IP Telephony Technology Pack needs read access to SNMP agents of PSTN
gateway, gatekeeper, and CallManager Server devices. Customers must provide a valid IP address and community
name to access these devices.
UDP Port number 161 needs to be open in the remote firewalls.
CallManager servers, as well as Unity servers and other Cisco media servers running under the Microsoft SQL
Server 2000 environment, can be configured with the following standard SNMP Extensions:
•HOST-MIB
• PERFMON-MIB (optional – perfmon counters)
• SQL-MIB (optional – SQL Server and Database metrics)
• EXCHANGE-MIB (optional – MS Exchange metrics)
• DHCP-MIB (optional – Dhcp server metrics)
• HTTP-MIB (optional – Http server metrics)
Cisco CallManager Configuration
To enable CDR and CMR collection from CCM and CUCM environments, some configuration parameters must
be set using the CCM System Administrator. Configuration settings must be defined separately on every server
in a cluster.
The following configuration service parameters control the generation of CDR records:
• cdrEnabled — Determines whether CDR records are generated. Default value: false.
• CdrLogCallsWithZeroDurationFlag — Enables logging of CDR records for calls that were never
connected, or which lasted less than one second. This parameter must be enabled to allow data to be
collected on short connections.
• CallDiagnosticsEnabled — Determines whether CMR records are generated. Only IP phones and MGCP
gateways support CMR records. Default value:
• MaxCdrRecords — Controls the maximum number of CDRs on the system. When this limit is exceeded,
the oldest CDRs are automatically removed once a day, along with the related CMR records. Default value:
1.5 million records.
The Tivoli Netcool/Proviso Cisco IP Telephony Technology Pack never deletes records. IBM recommends
retrieving CDRs every hour or every four hours. This polling interval permits the system administrator to
decrease the maximum number of CDRs on the CallManager and to improve performance.
false.
8 IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack
Chapter 2: Devices and Services
In addition, the following enterprise parameters must be set:
• LocalCDRPath — A directory for local CDR files written by Cisco CallManager. If this value is empty or
invalid, the CDR files will not be moved.
• PrimaryCDRUNCPath — A central collection point for CDR files. If this value is empty or invalid, the
CDR files will not be moved. The installation procedure sets this parameter.
• CDRFormat — A parameter that determines whether the files are written to the database. The value
specifies either
For performance reasons, the Tivoli Netcool/Proviso Cisco IP Telephony Technology Pack collects CDRs
using SQL requests, not flat files. Tivoli Netcool/Proviso does not support
• PrimaryCDRDSN — An optional parameter that references the primary CDR server on which to insert
CDRs. The referenced system does not need Cisco CallManager installed, but does need SQL server and a
CDR database.
This parameter allows movement of the CDRs off of the Cisco CallManager cluster. If this parameter is
missing, CDRs are written locally to the
• CDRFlatFileInterval — A parameter that determines the amount of time, in minutes, that a CDR file can
be written to before Cisco CallManager closes the CDR file and opens a new one.
FLAT or DB. Default value: DB.
FLAT for CDR collection.
PrimaryCDRUNCPath.
Supported MIBs
This technology pack uses the following MIB files:
• cisco-10-mib
• CISCO-CCM-MIB.my
• CISCO-CDP-MIB.my
•CISCO-DSP-MGMT-MIB.my
•CISCO-GATEKEEPER-MIB.my
• CISCO-POP-MGMT-MIB.my
•MSSQL-MIB.my
• rfc1213-MIB-II
• rfc1514-HOSTRESOURCES
• rfc1907-SNMPv2-MIB
• rfc2127-ISDN-MIB
• rfc2233-IF-MIB
Bulk input file formats
The Cisco IP Telephony devices gather performance data and other statistics from multiple network elements.
This data is referred to collectively as network health metrics. Each Cisco IP Telephony device produces, on an hourly
basis, a bulk input file that contains the network health metrics and other information.
The Cisco IP Telephony Technology Pack supports multiple input files, where each input file contains data for
one polling period only.
The syntax for these bulk input files is discussed in Bulk input file name on page 10.
IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack 9
Chapter 2: Devices and Services
The Cisco IP Telephony Technology Pack provides a file that interprets these bulk input files. See Bulk adaptor
design files on page 11 for more information.
Bulk input file name
Cisco IP Telephony devices produce Comma-Separated Values (CSV) files that are named using the following
syntax:
DataType_ClusterName_Date_SerialNumber.csv
where:
• DataType specifies the type of data collected: cdr, cmr, cdrcmr, or perfmon.
• ClusterName specifies the name of the cluster from which the data was collected.
• Date specifies the date on which the data was collected. The date format is as follows:
yyyyMMddHHmm
where:
— yyyy specifies a four-digit integer (for example, 2010) that identifies the year in which the Cisco IP
Telephony produced the CSV file.
— MM specifies a two-digit integer (for example, 05) that identifies the month in which the Cisco IP
Telephony produced the CSV file.
— dd specifies a two-digit integer (for example, 15) that identifies the day in which the Cisco IP Telephony
produced the CSV file.
— HH specifies a two-digit integer (for example, 08) that identifies the metric hour in which the Cisco IP
Telephony produced the CSV file.
— mm specifies a two-digit integer (for example, 35) that identifies the minutes after the metric hour in which
the Cisco IP Telephony produced the CSV file.
• SerialNumber specifies the serial number of the file, in case there are multiple files for a single period.
Example:
cdrcmr_cluster_01_201005150835_10001.csv
Bulk input file schema
For Cisco CallManager version 4.x, CDR data is stored in a Microsoft SQL Server 2000 database. The Cisco IP
Telephony Technology Pack connects directly to the database and uses an SQL query to retrieve the data.
Perfmon is not supported for Cisco CallManager version 4.x.
For Cisco Unified Communications Manager versions 5.x and higher, the ProvisoCUCM Java application uses
the AXL/SOAP API delivered by the device to collect both CDR and Perfmon data. For CDR, a SOAP query
to the CUCM server requests all CDR data for a certain time period. The CUCM server uses FTP to send the
data back to a specified host. The data is delivered in two formats, CDR and CMR, which are concatenated to
produce a CSV format for the UBA. Perfmon data is delivered in-band as a response to the SOAP request, and
is also written into a CSV format for the UBA.
Example CDR CSV file:
1,1,6177065,5362499,1273883641,1,0,760260612,"6076","termine",0,1,4,0,0,57,0,0,0
,0,0,0,0,"0","0",19835742,0,0,0,"6096","6096","",0,0,4,0,0,0,0,0,0,0,0,0,0,"0","
0",0,1273883673,"6001","593fa05e-bc1d-4dc5-9cca6c25184e7e98","","Phones","","",69,"SEP00155832DDD1","",13,0,0,0,0,0,0,"StandAlo
10 IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack
Chapter 2: Devices and Services
neCluster",0,"","",0,"",3,0,0,1,"6076",5362499,1273883641,541,2954,487,2849,6,96
,144,"03d4df7b-78ff-460e-a0bb43ccee36cc5f","Phones","StandAloneCluster","SEP00155832DDD5","MLQK=3.2000;MLQKav
=3.3000;MLQKmn=1.4000;MLQKmx=3.9000;ICR=0.8200;CCR=0.7600;ICRmx=0.9800;CS=9;SCS=
2;MLQKvr=;z="
1,1,8590499,10263919,1273883642,1,0,760260611,"6058","termine",0,1,4,0,0,51,0,0,
0,0,0,0,0,"0","0",19835742,0,0,0,"6017","6017","",0,0,4,0,0,0,0,0,0,0,0,0,0,"0",
"0",0,1273883642,"6001","593fa05e-bc1d-4dc5-9cca6c25184e7e98","","Phones","","",197,"SEP00155832DDD6","",13,0,0,0,0,0,0,"StandAl
oneCluster",0,"","",0,"",3,0,0,1,"6058",10263919,1273883642,128,313,1784,1107,11
,176,62,"03d4df7b-78ff-460e-a0bb43ccee36cc5f","Phones","StandAloneCluster","SEP00155832DDD5","MLQK=3.2000;MLQKav
=3.3000;MLQKmn=1.4000;MLQKmx=3.9000;ICR=0.8200;CCR=0.7600;ICRmx=0.9800;CS=9;SCS=
2;MLQKvr=;z="
This example contains both the CDR and CMR data, with the CMR data concatenated to the end of the CDR
line. This example is taken from the output file after the Cisco IP Telephony Technology Pack has processed the
two inputs and created the CSV file for the UBA.
Bulk adaptor design files
Tivoli Netcool/Proviso supports several data formats for bulk input files, including CSV, XML, and binary. Each
UBA technology pack provides a Bulk Adaptor Design File to define the data format supported by that technology
pack. The Bulk Adaptor Design File, which is a JavaScript file, processes both inventory and statistics data from
the same bulk input file. The Bulk Adaptor Design File provides a function that creates the bulk collection
formula names. Some technology packs provide several Bulk Adaptor Design Files, each of which handles a
specific bulk input file format.
The Cisco IP Telephony Technology Pack provides the following Bulk Adaptor Design Files:
• CCMAdaptor.js
• CCMConfig.js
• CCMSupport.js
• CUCMAdaptor.js
• CUCMConfig.js
• CUCMPerfmonAdaptor.js
• CUCMSupport.js
IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack 11
Chapter 2: Devices and Services
NOTES
12 IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack
Chapter 3: Supported Reports and KPIs
This chapter discusses the following topics:
Topic Pa g e
Overview 13
Reporter sets 13
Reporter set tree 15
Reporter set contents 16
Key performance indicators 33
Overview
The Cisco IP Telephony Technology Pack supplies a set of reports to display information about the devices and
activity associated with the Cisco IP Telephony environment.
The reports contain metrics that are generated by the formulas that this technology pack provides. The metric
names are the same as the names of the formulas that generate them. For information about a metric that is listed
for a particular report, see the description of the associated formula in the Collection Formulas section of the
IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack Reference.
For information about how to navigate to a particular report on the DataView portal, see the NOC Reporting
tree in the Subelement Groups section of the IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack
Reference. This chapter provides information about deployed reports only.
For information about understanding report types, creating reports, configuring reports, viewing and working
with reports, and deploying reports, see the Netcool/Proviso DataView User’s Guide. This Technology Pack User
Guide assumes an understanding of the report-related topics discussed in the Netcool/Proviso DataView User’s
Guide.
Reporter sets
A reporter set contains a group of reporters that together provide information about a specific technology or
vendor device. Technology pack developers use the Reporter Set Wizard to choose the type of template on which
to base the reporter set. Technology packs use reporter sets as the framework for defining reports.
The Cisco IP Telephony Technology Pack reports display, on a Web portal, the collected information about the
devices and technologies that operate in the Cisco IP Telephony environment.
IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack 13
Chapter 3: Supported Reports and KPIs
Table 1 shows a summary of the reports in each reporter set provided by the Cisco IP Telephony Technology
Pack.
Table 1: Reporter set summary
Reporter set Dashboard Group Resource Detail Threshold
CallManager Server 0 1 2 0 0
Cluster 1 4 5 0 0
Codec 0 0 1 0 0
DSP Card 0 0 1 0 0
Device 0 0 2 0 0
Device 2 0 2 0 0
Extension 0 3 4 0 0
Global Customer Reports 0 0 1 0 0
Interface 0 0 2 0 0
Interface 2 0 2 0 0
K-Factor 0 1 1 0 0
Media Devices 0 1 1 0 0
Perfmon 0 4 4 0 0
TOTALS 5 14 28 0 0
See the Netcool/Proviso DataView User’s Guide for more information about reporter sets and the Reporter Set
Wizard.
14 IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack
Chapter 3: Supported Reports and KPIs
Reporter set tree
The Cisco IP Telephony Technology Pack provides the following reporter sets, which are listed as they appear in
the DataView Navigator tree structure:
AP Cisco VOIP Pack
Global Customer Reports
Call Detail Record
Cluster
Extension
K-Factor
Codec
Infrastructure
CallManager Server
PSTN Gateway
Interface
Device
DSP Card
Media Devices
Gatekeeper
Device
Interface
Perfmon
IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack 15
Chapter 3: Supported Reports and KPIs
Reporter set contents
This section describes the contents of the reporter sets provided in the Cisco IP Telephony Technology Pack,
including the key performance indicators (KPIs) for each report.
Note: If any fields are omitted from the CDR or CMR data, the corresponding metric fields in the reports have
dashes instead of zeroes.
Global Customer Reports
Global VOIP
KPIs
• ClusterOffNetCall
• PSTN Gateway Active DS0 Channels (Nb)
• Cluster Total Number of Normal Call Clearing
• ClusterJitter
• CCM CPU Utilization (percent) (avg last 5 mn)
• ClusterDropCall
• ClusterOnNetCall
• Cluster Percentage of Packet Lost (percent)
• ClusterSuccessfulCall
• PSTN Gateway Network Errors (percent)
• ClusterUnsuccessfulCall
• Interface Bandwidth Utilization Out (percent)
• PSTN Gateway Active DS0 Channels (Nb) (Gauge)
Charts
Call Detail Record
Cluster
Cluster Utilization Resource
KPIs
• Cluster Total Number of Outgoing External Calls (Nb)
• ClusterTollBypassCall
• Cluster Total Number of External Calls (Nb)
• Cluster Total Number of Company Calls (Nb)
• Cluster Erlang
• ClusterNbPacketsReceived
16 IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack
• Cluster Total Hours of Traffic
• ClusterNbPacketsSent
• ClusterTotalCall
Charts
• TollBypass vs Normal Ougoing PSTN Calls
• Company vs External Calls
Cluster Quality Resource
KPIs
• ClusterNbPacketsLost
• MLQK
• ClusterLatency
• ClusterJitter
• Cluster Total Number of Normal Call Clearing
• ClusterDropCall
Chapter 3: Supported Reports and KPIs
• ClusterSuccessfulCall
• ClusterUnsuccessfulCall
Charts
• Successful vs Unsuccessful Calls
• Drop calls vs Normal call clearing
Cluster Call Distribution Resource
KPIs
• Cluster Total Number of Outgoing External Calls (Nb)
• ClusterLongDistanceCall
• ClusterInternationalCall
• ClusterLocalCall
• Cluster Total Number of External Calls (Nb)
• ClusterInternalCall
• ClusterIncomingCall
Charts
• Types of Calls Distribution
• Incoming vs Outgoing Calls Ratio
Cluster Call Distribution Group
KPIs
• Cluster Total Number of Outgoing External Calls (Nb)
• ClusterLongDistanceCall
IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack 17
Chapter 3: Supported Reports and KPIs
• ClusterInternationalCall
• ClusterLocalCall
• ClusterInternalCall
• ClusterIncomingCall
Charts
• Incoming vs Outgoing Calls Ratio
• Types of Calls Distribution
Top 10 Cluster Call Completion
KPIs
• Cluster Percentage of Successful Calls (percent)
• Cluster Percentage of Drop Calls (percent)
• Cluster Percentage of Normal Call Clearing (percent)
Cluster Quality Group
KPIs
• ClusterMOS
• Cluster Percentage of Drop Calls (percent)
• MLQK
• ClusterLatency
• ClusterJitter
• Cluster Percentage of Packet Lost (percent)
• Cluster Percentage of Successful Calls (percent)
Charts
• Successful Calls Percent Distribution Chart
• Mean Opinion Score
Cluster Utilization Group
KPIs
• Cluster Percentage of Company Calls (percent)
• ClusterIntersiteIPCall
• Cluster Percentage of TollBypass Calls (percent)
• Cluster Erlang
• ClusterNbPacketsReceived
• Cluster Total Hours of Traffic
• ClusterNbPacketsSent
• ClusterTotalCall
18 IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack
Charts
• TollBypass Calls Distribution Chart
• Comapny Calls Percent Distribution Chart
Top 10 Cluster Number of Calls
KPIs
• ClusterTotalCall
• ClusterOnNetCall
• ClusterIncomingCall
• Cluster Total Number of Outgoing External Calls (Nb)
• ClusterOffNetCall
Top 10 Cluster Number of Errors
KPIs
• Cluster Percentage of Successful Calls (percent)
• ClusterShortCall
• Cluster Percentage of Packet Lost (percent)
Chapter 3: Supported Reports and KPIs
• Cluster Percentage of Drop Calls (percent)
Cluster VoiceMail Usage Resource
KPIs
• ClusterVoicemailPackets
• ClusterForwardToVoiceMail
• ClusterVoicemailCallDuration
• ClusterVoiceMailCall
• Cluster Number of Direct VoiceMail Calls (Nb)
Charts
• Direct vs Forward Calls ratio
Cluster IP vs Legacy Resource
KPIs
• ClusterTollBypassCall
• Cluster Total Number of External Calls (Nb)
• Cluster Total Number of Company Calls (Nb)
• Cluster Total Number of Company LegacyPBX Calls (Nb)
• Cluster Total Number of Company IP Calls (Nb)
Charts
• External vs Company Calls Ratio
• IP vs LegacyPBX Calls Ratio
IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack 19
Chapter 3: Supported Reports and KPIs
Cluster Utilization MLH Resource
KPIs
• ClusterTollBypassCall
• ClusterNbPacketsLost
• Cluster Total Number of Company Calls (Nb)
• Cluster Total Hours of Traffic
• ClusterNbPacketsReceived
• ClusterSuccessfulCall
• ClusterTotalCall
• ClusterNbPacketsSent
• ClusterUnsuccessfulCall
Charts
Cluster Erlang-B Group
KPIs
• Cluster Erlang
Extension
CDR Utilization Resource
• Cluster Total Hours of Traffic
• ClusterBlocking
• ClusterLines
• ClusterErlangB
KPIs
• Percentage of Drop Calls (percent) CME(Bulk) VOIP Cisco
• Total Number of Calls (Nb) CME(Bulk) VOIP Cisco
• NbPacketsReceived
• NbPacketsLost
• CallDuration
• Percentage of Successful Calls (Nb) CME(Bulk) VOIP Cisco
• NbPacketsSent
Charts
• Percentage of Successful calls Distribution Chart
• Drop Calls Distribution Chart
CDR Quality Resource
KPIs
• UnsuccessfulCall
20 IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack
• Percentage of Drop Calls (percent) CME(Bulk) VOIP Cisco
• SuccessfulCall
• Latency
• MOS
• Jitter
• Percentage of Packet Lost (percent) CME(Bulk) VOIP Cisco
• Percentage of Successful Calls (Nb) CME(Bulk) VOIP Cisco
Charts
• Drop Calls Distribution Chart
• Percentage of Successful calls Distribution Chart
CDR Call Distribution Resource
KPIs
• Local
• Incoming
Chapter 3: Supported Reports and KPIs
• LongDistance
• International
• Total Number of Outgoing External Calls (Nb)
• Internal
Charts
• Incoming vs Outgoing Calls Ratio
• Types of Calls Distribution
Top 10 CDR Number of Calls
KPIs
• Total Number of Outgoing External Calls (Nb)
• Total Number of Calls (Nb) CME(Bulk) VOIP Cisco
• TollBypassCall
• Incoming
Top 10 CDR Number of Errors
KPIs
• Percentage of Packet Lost (percent) CME(Bulk) VOIP Cisco
• Percentage of Successful Calls (Nb) CME(Bulk) VOIP Cisco
• Percentage of Drop Calls (percent) CME(Bulk) VOIP Cisco
• ShortCall
IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack 21
Chapter 3: Supported Reports and KPIs
CDR VoiceMail Usage Resource
KPIs
• VoicemailPackets
• VoicemailCallDuration
• VoiceMailCall
• Total Number of VoiceMail Direct Calls (Nb) CME(Bulk) VOIP Cisco
• ForwardToVoiceMail
Charts
• Direct vs Forward Calls ratio
Top 10 CDR Call Completion
KPIs
• Percentage of Successful Calls (Nb) CME(Bulk) VOIP Cisco
• Percentage of Drop Calls (percent) CME(Bulk) VOIP Cisco
Top 10 CDR Call Duration
KPIs
• TollbypassCallDuration
• CallDuration
CDR Quality Group
KPIs
• Percentage of Drop Calls (percent) CME(Bulk) VOIP Cisco
• MOS
• Latency
• Jitter
• Percentage of Packet Lost (percent) CME(Bulk) VOIP Cisco
• Percentage of Successful Calls (Nb) CME(Bulk) VOIP Cisco
Charts
• Mean Opinion Score
• Successful Calls Percent Distribution Chart
CDR Utilization Group
KPIs
• Total Number of Calls (Nb) CME(Bulk) VOIP Cisco
• Percentage of TollBypass Calls (percent) CME(Bulk) VOIP Cisco
• NbPacketsReceived
• Percentage of Company Calls (percent) CME(Bulk) VOIP Cisco
• NbPacketsLost
22 IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack
• CallDuration
• NbPacketsSent
Charts
• Company Calls Percent Distribution Chart
• TollBypass Calls Distribution Chart
CDR Call Distribution Group
KPIs
• Local
• Incoming
• LongDistance
• International
• Total Number of Outgoing External Calls (Nb)
• Internal
Charts
• Incoming vs Outgoing Calls Ratio
Chapter 3: Supported Reports and KPIs
K-Factor
• Types of Calls Distribution
K-Factor Resource
KPIs
• MLQKmx
• MLQKmn
• MLQK
• MLQKav
• ICRmx
• ICR
• SCS
• CS
• CCR
K-Factor Group
KPIs
• MLQKmn
• MLQK
• MLQKav
• ICRmx
• ICR
IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack 23
Chapter 3: Supported Reports and KPIs
• SCS
• CS
• CCR
Charts
• Mean Opinion Score
Top 10 CDR K-Factor
KPIs
• CCR
• ICR
• CS
• SCS
• MLQK
Codec
Errors on Cluster by Codec
KPIs
• CauseTemporaryFailure
• CauseNetworkOutOfOrder
• CauseChannelUnacceptable
• CauseUserBusy
• CauseDestinationOutOfOrder
• CauseNoRouteTransitNetwork
• CauseUnassignedNumber
• CauseNumberChanged
• CauseNoChannelAvailable
• CauseMisdialedTrunkPrefix
• CauseNoRouteToDestination
• CauseInvalidNumberFormat
• CauseNoAnswerFromUser
• CauseOther
• CauseNoUserResponding
• CauseResourceUnavailable
• CauseCallRejected
• CauseSubscriberAbsent
• CauseSwitchCongestion
24 IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack
Infrastructure
CallManager Server
CCM Server Quality Resource
CCM Sql Server Resource
Chapter 3: Supported Reports and KPIs
KPIs
• CCM Rejected Devices (Nb) (Gauge)
• CCM Physical Memory Utilization (percent)
• CCM Registered Devices (Nb) (Gauge)
• CCM CPU Utilization (percent) (avg last 5 mn)
Charts
• Managed Devices
• CPU Utilization Distribution Chart
KPIs
• CCM SQL Server number of locks
• CCM SQL Server free buffers (Nb)
• CCM SQL Server Cache Hit ratio (percent)
• CCM SQL Server number active user connections
• CCM SQL Server Availability percentage
• CCM SQL Server number of pending rw
• CCM SQL Server Total number of Pages
• CCM SQL Server number of blocked users
Charts
• Cache Hit Ratio percentage
• Server Availability
CCM Sql Server Group
KPIs
• CCM SQL Server number of locks
• CCM SQL Server free buffers (Nb)
• CCM SQL Server number active user connections
• CCM CPU Utilization (percent) (avg last 5 mn)
• CCM SQL Server number of pending rw
• CCM SQL Server Total number of Pages
• CCM SQL Server number of blocked users
IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack 25
Chapter 3: Supported Reports and KPIs
Charts
• CPU Utilization Distribution Chart
• SQL Server Number of Locks Distribution Chart
PSTN Gateway
Interface
Top 10 E1/T1 Utilization Resource
KPIs
• PSTN Gateway DS1 Active DS0 Channels (Nb)
• Interface Bandwidth Utilization In (percent)
• Interface Bandwidth Utilization Out (percent)
• Interface Throughput In (kbps)
• Interface Throughput Out (kbps)
PSTN Gateway E1/T1Availability Resource
Device
KPIs
• Interface Availability (percent)
• Interface Packet Loss (percent)
Charts
• Availability Distribution Chart
PSTN Gateway E1/T1 Interface Utilization Resource
KPIs
• Interface Throughput Out (kbps)
• Interface Bandwidth Utilization In (percent)
• PSTN Gateway DS1 Active DS0 Channels (Nb)
• Interface Throughput In (kbps)
• Interface Bandwidth Utilization Out (percent)
Charts
• Inbound Utilization Distribution Chart
• Outbound Utilization Distribution Chart
PSTN Gateway Device Quality Resource
KPIs
• PSTN Gateway Packet Discards
• PSTN Gateway Active DS0 Channels (Nb)
26 IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack
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