1. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration ReliaTel ® Administrator Training Alarms Administration Release 4.6.0 1 Training - Version 1.0

2. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Alarm Types 2

3. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Alarms can be categorized by type as a means to facilitate analysis. In each alarm type you can create alarm attributes. Attributes are Normal, Extended, and Password: Normal is used for short text messages, and is limited to 80 characters. Extended is used for long text messages, and is limited to 4,000 characters. Password is used for a one-lined hidden attribute and is limited to 80 characters. 3 Alarm Types

4. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Message Alerting (MA) Tables & Rules 4

5. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Provides enhanced control of alarms received by ReliaTel. Providing the message alerting tables allows the user to give more definitive visual text, alarm level designation, multi-message alerting, as well as an automatic response (as desired) to each alarm condition. If an alarm is triggered, and its MA table rule does not exist, a ‘default’ visual alarm is triggered. The General tab enables you to provide a name for the MA table and select either the tracked or untracked option: Tracked alarm–The alarm will be cleared automatically by the system when a new alarm is received. Only the current alarm will be displayed; no alarms that were previously received will be displayed. Operator intervention to clear the alarm is not required. Untracked alarm–Operator intervention will be required to clear the alarm. 5 Message Alerting (MA) Tables

6. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration MA Table Rules define the individual alerts/alarms, including: Severity (CRI, MAJ,MIN, or FYI) Action: Automated task when an alarm is triggered, acknowledged, or cleared. Notifiable Flag: If this check box is selected ReliaTel will send a notification, if notification rules are assigned. Count: The number of alarm events that must occur before an alarm is generated (e.g. 10 SNMP traps per alarm) Interval: The value in this field sets the range within which one or more alarms must be received before an alarm event is generated by ReliaTel. Alarm Type: As explained in previous slide. 6 Message Alerting (MA) Table Rules

7. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Practical examples of editing MA Table Rules: Changing the alarm level on a specific trap from FYI to MIN Turning on/off notification on a specific alarm Automatically inhibiting alarms on an entity after a specific alarm is received (action). Generate 1 alarm for every 10 ‘authentication Failure’ traps received. 7 Message Alerting (MA) Table Rules

8. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Patterns 8

9. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Patterns are used by ReliaTel to manage and parse the data received for an entity. Pattern Types include: Alerting–Message Alerting patterns are used to trigger alerts upon detection of the specified pattern in the incoming message stream. Logging–Logging patterns are used to normalize the incoming data stream, dividing it up into messages that are subsequently stored in the log database. Scanning–Scanning patterns are designed to detect and extract data (usually numeric) from the incoming data stream, such as from a PBX. Mostly used for Performance Reports and Monitors. 9 Patterns

10. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Foundation Kits 10

11. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Foundation Kits are packages individually installed on your application that include a combination of the following: Class Patterns MA Tables and Rules Foundation Kits provide a complete set of basic monitoring rules, patterns and scripts designed for specific device types. Foundation Kits include functionality to automatically monitor and generate alarms based on key device operation and health metrics of many popular PBX's, switches, servers, and communications network devices. For a partial list of foundation kits, please visit: http://www.tonesoft.com/Support_and_Services/Access_Online_Support_I nfo/ReliaTel_Support/rel_foundation_kits.php http://www.tonesoft.com/Support_and_Services/Access_Online_Support_I nfo/ReliaTel_Support/rel_foundation_kits.php Please contact Tone Technical Support for to inquire about devices not on this list. 11 Foundation Kits

12. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Automation 12

13. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Actions allow administrators to run tasks automatically at a pre- determined date and time. The action must be scheduled. The action is basically a shell script. Any commands, which can be scheduled, can be included in an action. Examples include: Automatically clear alarms Run SNMP Walks on devices for performance reports Run test INADS on a PBX To view the available actions, go to ‘General Administration’. Under ‘Automation’, select ‘Actions’ 13 Automation - Actions

14. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Alarm Suppression 14

15. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Alarm Suppression Set-up Stops alarms from being displayed in the Alarm List Thresholds: Total alarms (all alarms by count, regardless of severity), or Total alarms by individual severity levels (CRI, MAJ, MIN, FYI) Suppression is set up by the ReliaTel administrator Operators have ‘read-only’ view of suppressed alarms Flexibility in setting up Class level – set at class, inherited by all entities of the class Entity level – can override class values Entity level – can set alarm suppression for an individual entity, without first being set up at the Class level 15

16. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Class Level Set-up Setting up the Alarm Suppression feature at the Class level Default value for all classes is ‘Never.’ 16

17. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Options Optional suppression selections Never – default Total – all alarms Severity – by severity levels By severity – options: Select all levels or Select one or more levels individually 17 Never TotalBy Severity

18. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Entity Level Set-up – Inherited from Class Thresholds set at Class level, inherited at Entity level Inherited thresholds will always reflect values at the Class level, except Entity values overriding Class level values will not change 18 Class - Never Class - Total Class – By Severity Entity - NeverEntity - Total Entity – By Severity

19. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Entity Level Set-up – Entity Edits Suppression thresholds inherited from the class can be overridden at the Entity level – overrides are entity-specific, not ‘global’ 19 Class - Never Class - TotalClass - By Severity Entity Overrides 1.Total – Select Total: Enter new threshold value for total alarms for this entity 2.Level – Select Per Level: Enter threshold values for one or more severity levels 1.Never – Select Never: Alarm suppression won’t apply to this entity 2.Level – Select Per Level: Enter threshold values for one or more severity levels 1.Never – Select Never: Alarm suppression won’t apply to this entity 2.Total – Select Total: Enter new threshold value for total alarms for this entity 3.Level – Select Per Level: Increase or decrease threshold values; remove one or more threshold values

20. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Alarm List – Suppressed Alarms Example of alarms being suppressed for an entity This is what operators and administrators will see when alarms reach the threshold Suppression by severity level displays a similar message Clearing alarms to below the threshold will allow more alarms to appear until the threshold is reached again 20

21. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Alarm Suppression – Class default values For several classes, entities of that class will inherit suppression values (example below) Remember that these values can be edited at the Class level or edited at the individual entity level. 21 SeverityThreshold Number Critical active alarms50 Major active alarms100 Minor active alarms400 FYI active alarms1,000

22. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Blacklisted Alarms 22

23. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Blacklisted Alarms Purpose Target inconsequential alarms that divert Operator resources from operationally important events Reduce alarm ‘clutter’ in the Alarm List Block targeted alarms from appearing in the Alarm List Scope By entity only (not by class or center) Flexibility Two-step process to blacklist a single alarm event Use regular expressions to add a range of alarm events Operators have the necessary permission to blacklist alarms (single and regular expression) Displayed in the interface Dedicated page Audit trail 23

24. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Targeting an Alarm From the Alarm List, target the alarm you want blacklisted and add it Action completed – Use Manage to view 24

25. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Hit Count and Removing an Alarm from the List Hit count increments for alarms on the blacklist Options for managing a blacklisted alarm on the Alarm List (both instances, hit count will increment) Leave original alarm visible - will impact ACK/CLR statistics Clear original alarm - only appears on the Blacklist, with hit count; does not appear on the Alarm List after clearing 25

26. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Copy, New, and Delete Copying a rule - example 26 1. Left-click a rule 2. Click Copy 3. Add matcher text 4. Select entity 5. Click Apply

27. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Copy, New, Delete Copying a rule - example Blacklist alarm added for a new entity Hit count for new blacklisted alarm Note – this new blacklisted alarm will be blocked from the Alarm List, even when the first alarm is triggered. 27

28. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Copy, New, Delete New blacklist rule 1. Click New. 2. Enter Alarm Matcher text. 3. Select entity. 4. Click Apply. Deleting a blacklisted rule 1. Select blacklisted rule. 2. Click Delete. 3. Click OK. Alarm is no longer blocked from the Alarm List. 28

29. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Opening the Blacklist Rules Page – Option 1 Option 1 – Viewing the complete list (all entities) To view the entire list of blacklisted rules, open from any alarm in the Alarm List 29 This entity has no blacklisted alarms – that’s OK

30. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Opening the Blacklist Rules Page – Option 2 Option 2 – Viewing a list filtered by an entity Open the Blacklist Rules page from an entity – this automatically filters the list. 30 Filter set

31. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Regular Expression Blacklist Rules Blacklist rules for alarms can also be created using regular expressions. 1. In the Alarm List Blacklist Rules page click New. 2. Enter the regular expression and select the Regular Expression check box. 3. Select the entity. 4. Click Apply. Examples 31

32. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Regular Expression Blacklist Rules Sample regular expression blacklist rules added 32

33. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Administrator Training – Release 4.6.0 Alarms Administration Find Matching Rules Use Find Matching to locate the blacklist rule that placed the alarm on the blacklist 33