Martin Anwyll Product Line Specialist, VoIP solutions (EMEA)

Martin Anwyll Product Line Specialist, VoIP solutions (EMEA)
VoIP Reporting

Topics for Discussion Business value Architecture and Requirements
Cisco IP Telephony reports Nortel IP Telephony reports Service level and Operational reporting Report Strategy Best Practices Questions

Business Value Provide reports and analysis to establish normal voice operation [baseline] Ensure total VoIP Quality of Service (QoS) Rapidly detect abnormal behavior that could impact service levels. Enforce and Maintain your SLA’s and OLA’s Predict future capacity and performance trends 4 Key Report Components are: Manage all your VoIP components See in-depth metrics on VoIP success or issues Track usage trends and requirements over time with historical reports and analysis Report on Government and Internal regulations.

Reporting components and requirements
Key architectural components AppManager 7 Call Data Analysis (CDA) module for Cisco IPT Analysis Center (AC) 2.5 Internet Information Server (IIS)

Cisco IP Telephony reporting
Cisco standard reports are built-in to AppManager These are to be configured to provide daily, weekly, and a running month end report (30 day business close) These reports are configured for CallManager and Unity Call Data Analysis (CDA) module Our CDA module is a “Steroid injection” for reporting CDA Module provides invaluable insight into the Cisco CallManager Call Detail Records (a.k.a. CDRs). Analysis Center The engine for quarterly reports covering Service Level, Operational, reports, and Capacity Planning reporting (statistics for metrics greater than 30 days)

Cisco Reports Reports CPU & Memory MGCP Channels Call Activity
Call Failure Causes Call Quality Customized Dashboard Event Statistics

Cisco Charts and Reports
Realtime Charts CPU & Memory MGCP Channels Call Activity Call Failure Causes Call Quality Customized Dashboard Event Statistics

Realtime Charts CPU & Memory MGCP Channels Call Activity Call Failure Causes Call Quality Customised Dashboard Event Statistics

Realtime Charts CPU & Memory MGCP Channels Call Activity Call Failure Causes Call Quality Customized Dashboard Event Statistics

Nortel IP Telephony Reporting
Nortel standards reports—services availability & system usage Nortel reports also rely upon Analysis Center (AC) Analysis Center 2.5 The engine for quarterly reports covering Service Level, Operational, reports, and Capacity Planning reporting (statistics for metrics greater than 30 days) Service Level reports are generated from the NortelCS_HealthCheck Knowledge Script (KS) Operational Reports can be generated from the NortelCS_SS_CallQuality Knowledge Script (KS)

Nortel Charts and Reports
Realtime Charts Availability QoE Statistics MOS Quality Gateway Quality H.323 Stats SIP Stats Call Utilization

Nortel Charts and Reports
Realtime Charts Availability QoE Statistics MOS Quality Gateway Quality H.323 Stats SIP Stats Call Capacity

Nortel SLA Reports NetIQ Analysis Center Availability Call Completion
Call Quality Overview VQ Baselines Call Volumes Call Busy Activity Capacity Planning Dashboards

Nortel SLA Reports NetIQ Analysis Center Availability Call Completion
Call Quality Overview Call Volumes Call Busy Activity Capacity Planning Dashboards

Service Level and Operational reporting
Successful organizations are utilizing these standard VoIP reports to satisfy internal stakeholder requirements. Examples include Operations teams have the necessary information to solve problems (i.e. CallManager server is performing appropriately, but network is not due to overloaded telecom lines) MSPs have a competitive advantage to provide comprehensive reports to their clients in an automated and repeatable manner (via Web Portals)

CPU, Memory Usage Connectivity Response Time
Report Strategy Collect Data Depending on Applications being monitored Determine who needs reports? (What type?) AppManager Environment reports Management Troubleshooting Trend Analysis Distribute Reports for load Multiple report agents Schedule reports at different times Run test reports Inventory ApplicationInfo CompDeploy CompLic CompVersion DataStream EventSummary AM Environment Trend Analysis Troubleshooting Management AggValueHistory AvgValueByHr (LogicalDisk…) Compare24Hours OR AvgValueByDay (Service Status CPU, Memory Usage Connectivity Response Time Min/Max values Availability Reports Capacity Management

Best Practices Successful reporting involves:
Put a Report Strategy in Place Reports can be viewed from web server: Extensions  Report Viewer ( Gathering comprehensive business unit requirements Assigning a Project Manager Mapping these requirements to the technical mechanism Working with the correct NetiQ reporting components Building a lab to verify the “pre-production” reports Being a reporting minimalist—”Less is More”—Hence do not over commit (Note: this can be damaging in a MSP environment) Taking advantage of existing enterprise Portals

Thank you

Call Data Analysis Module

Call Data Analysis Module
Collects call details in separate repository. Composed of multiple SQL databases for scalability. Data Warehouse (NQCDA_Warehouse) database Contains config information, stored procedures for reports, SQL views that give consolidated picture of data in data marts. Data Marts – one database per data source. This is where the data physically resides. Can be located on same SQL Server as Data Warehouse or on separate SQL Server. Data Source – the CallManager publisher. This is the SQL database from which we retrieve the CDRs.

Architecture Overview
One-to-one correspondence between Data Mart database and Data Source (CallManager publisher). For scalability, data marts can databases can be located on different computers than data warehouse. 1433 1433

Call Data Tree View

Knowledge Scripts Add/Remove a CallManager publisher
CallData_AddDataSource_CiscoCallMgr CallData_RemoveDataSource Housekeeping on SQL job that does data collection. CallData_DataCollectionStatus CallData_ChangeSchedule CallData_ExecuteDataCollecton CallData_UpdateSecurity Define rules for determining call type CallData_ConfigureCallTypes CallData_DataCollectionStatus – Generates an event with the status of the last N times that the data collection job was run. CallData_ChangeSchedule – change, deactivate, or reactivate the data collection schedule associated with a data source. Housekeeping KSs: CallData_ExecuteDataCollection – performs on-demand data collection regardless of the collection schedule. CallData_CancelDataCollection – cancels the current execution of the data collection. CallData_UpdateSecurity - updates UserIDs and Passwords to be used with a data source.

Reports Report Agent uses SQL stored procs in NQCDA_Warehouse (not QDB). NetIQMC service for ReportAgent computer must have NT Authentication access to NQCDA_Warehouse database. Report stored procedures use vFactAll SQL view for consolidated view of all calls across data sources. vDim_xxx views for consolidated view of partitions, trunk groups, etc. Each row has a data source identifier to identify where it came from.

Reports (continued) Enterprise Reports
Data across multiple CallManager clusters can be grouped different ways (by cluster, by calling location, by outbound trunk group, etc.) Drill-down shows Hour of Day, Day of Week, or Day of Month stats for each group. CallVolume, CallSuccessRate, CallCompletionRate, CallTraffic, CallJitter, CallPacketLoss Detailed / Troubleshooting Reports Reports based on calls matching specific criteria (e.g. calling number, originating IP address, outbound gateway name, etc.) Can select only one CallManger (to limit scope of query). CallFailureCauses, CallQualityByPhone, CallDetails

Database Permissions Review WSG “Database permissions”
netiqmc on Data Warehouse computer accesses data warehouse and data marts. SQLSERVERAGENT service on data mart computer accesses data warehouse, data mart, and data source (CallManager Publisher) Cisco CallManager v4.0 (and higher) does not permit any connections to its SQL Server using SQL authentication. You must connect using Windows authentication. See WSG “Connecting to a CallManager data source” netiqmc on Report Agent computer must be running under a user account that has NT Authentication access to data warehouse (NQCDA_Datawarehouse database) NetIQmc on data warehouse accesses data warehouse and data marts. It will use either Windows authentication or SQL authentication Permissions needed by certain services depending on what you choose in the KS. If the data warehouse and data mart are on the same computer and you choose Windows authentication, netiqmc may run as LocalSystem. If the data warehouse and data marts are on different computers and you choose Windows authentication, netiqmc must be running as a user that has administrative privileges on both the local SQL server and the SQL server on the remote data mart computer. Also, the SQL ServerAgent on the data mart server must be running as a user that has administrative privileges on the data warehouse computer.

SQL Job Data collection performed by SQL job running on data mart computer. To see status … CallData_DataCollectionStatus Knowledge Script Recommend running on schedule staggered from when SQL job scheduled to run. If failure indicated, drop a run-once KS with ‘Show job steps’ set to ‘yes’ to get more info. Enterprise Manager on data mart computer Management -> SQL Server Agent ->Jobs Job name is [DS_dmname_dsname_CDR] ETL where dmname is the data mart name and dsname is the data source name. Right-click and select ‘View Job History’ If failure, check ‘Show Step Details’ to get more info on what step failed and error message. If Step 1 of the ETL job fails it is most likely that the SQL ServerAgent on the data mart server does not have access to the data warehouse database. If Step 2 of the ETL job fails there can be two likely reasons the SQL ServerAgent on the data mart server does not have access to the data source database (either Config or CDR). the data mart server is out of space. If Step 6 of the ETL job fails it is most likely that the data mart server is out of space.

Miscellaneous Notes Log files SQL Server 2000
In NetIQ\temp\netiq_debug\<computer> folder mctrace.log, mo.log, NQCallData.log SQL Server 2000 MSDE is supported for data warehouse / data mart for limited environment (one CallManager). See WSG for notes on installing MSDE. SQL Server default instance must be used for both data warehouse and data mart. Named instances are not supported. Manually cleaning up data mart computer If a problem occurs on RemoveDataSource, not all SQL items may have been cleaned up. See WSG “Manually cleaning up the data source computer” for list of what needs to be deleted. Note: The WSG contains a typo in this title; you are cleaning up the data mart computer. Nothing is installed nor needs to be cleaned up on the data source computer (i.e. CallManager publisher).

Estimating data mart database size.
Number of months to keep data Average Calls Per Day 1 2 6 12 24 60 1000 .025 GB .045 GB .110 GB .210 GB .410 GB 1.0 GB 2000 .075 GB .810 GB 2.0 GB 5000 .095 GB .180 GB .510 GB 5.0 GB 10000 .350 GB 4.0 GB 10.0 GB 20000 .690 GB 8.0 GB 20.0 GB 50000 .850 GB 1.7 GB 50.0 GB 75000 1.2 GB 2.5 GB 7.5 GB 15.0 GB 30.0 GB 75.1 GB 100000 3.4 GB 40.0 GB 100 GB Use this table to determine the estimated size required for the data mart database in order to hold the data. The estimates are on the high side and your actual size will vary based on many factors but should always be less than the estimated size.

Product Line Specialist, VoIP Solutions (EMEA)
VoIP Update Martin Anwyll Product Line Specialist, VoIP Solutions (EMEA)

Vivinet Assessor 3.3 Support for SQL2005
User Interface Performance Enhancements Ethernet Port Discovery SNMP v3 support

Miscellaneous Notes Log files SQL Server 2000
In NetIQ\temp\netiq_debug\<computer> folder mctrace.log, mo.log, NQCallData.log SQL Server 2000 MSDE is supported for data warehouse / data mart for limited environment (one CallManager). See WSG for notes on installing MSDE. SQL Server default instance must be used for both data warehouse and data mart. Named instances are not supported. Manually cleaning up data mart computer If a problem occurs on RemoveDataSource, not all SQL items may have been cleaned up. See WSG “Manually cleaning up the data source computer” for list of what needs to be deleted. Note: The WSG contains a typo in this title; you are cleaning up the data mart computer. Nothing is installed nor needs to be cleaned up on the data source computer (i.e. CallManager publisher).

Nortel Contact Centre update
New functionality for Skillset alerting and reporting: Active Time All Agents Busy Time Staffed Time

Nortel CS1000 Update Support for Release 5
Support for new devices (Media Gateway Controller, Network Routing Server, MC32S, Enterprise Common Manager) Filtering for QoS alarms by phone IP address or IP range. Creating an IP phone inventory report. Monitoring BMZ call quality. Retrieving historical OM reports. New streams retrieved from VGMC Filtering for QoS alarms by phone IP address or IP range. The Alarms Knowledge Script now allows you to specify the phone IP address or address range you want to filter and lets you decide whether to monitor the filtered list. Enhanced event messages for Alarms script. The message on the Details tab of an event raised by the Alarms script provides not only a brief description of the event, but also recommends any corrective action that you can take. Creating an IP phone inventory report. A new Knowledge Script, PhoneInventory, creates a .csv file that contains information about each IP phone in the Entity MIB. Monitoring BMZ call quality. Another new Knowledge Script, BMZ_CallQuality, monitors interzone/intrazone blocked calls, peak bandwidth, and call quality statistics for Bandwidth Management Zones (BMZs) for Nortel CS1000 version 4.50 and later. Retrieving historical OM reports. The GetOMReport Knowledge Script now retrieves not only the most recent Operational Management report, but also the report from the previous day, if one exists. Soft phones included in AppManager license count. Licensing for AppManager for Nortel CS1000 is now based on the number of Nortel CS1000 IP phones and soft phones you have.

Vivinet Diagnostics 2.2 Support for CS1000 Release 5
New triggers for launching Vivinet Diagnostics Support for SNMP v3 Improved Layer 2 discovery (incl. LLDP, VRRP) Improved Diagnostic Reporting Filtering for QoS alarms by phone IP address or IP range. The Alarms Knowledge Script now allows you to specify the phone IP address or address range you want to filter and lets you decide whether to monitor the filtered list. Enhanced event messages for Alarms script. The message on the Details tab of an event raised by the Alarms script provides not only a brief description of the event, but also recommends any corrective action that you can take. Creating an IP phone inventory report. A new Knowledge Script, PhoneInventory, creates a .csv file that contains information about each IP phone in the Entity MIB. Monitoring BMZ call quality. Another new Knowledge Script, BMZ_CallQuality, monitors interzone/intrazone blocked calls, peak bandwidth, and call quality statistics for Bandwidth Management Zones (BMZs) for Nortel CS1000 version 4.50 and later. Retrieving historical OM reports. The GetOMReport Knowledge Script now retrieves not only the most recent Operational Management report, but also the report from the previous day, if one exists. Soft phones included in AppManager license count. Licensing for AppManager for Nortel CS1000 is now based on the number of Nortel CS1000 IP phones and soft phones you have.

Martin Anwyll Product Line Specialist, VoIP solutions (EMEA)

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