Transcript VoIP Reporting 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
1. Provide reports and analysis to establish normal voice operation
[baseline]
2. Ensure total VoIP Quality of Service (QoS)
3. Rapidly detect abnormal behavior that could impact service levels.
4. Enforce and Maintain your SLA’s and OLA’s
5. 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
Repository / Management Server
Client Communications
Manager
(netiqccm.exe)
Management
Server
(netiqms.exe)
Managed Client
Computer
Client Resource
Monitor
(netiqmc.exe)
CallData Managed
Object
(qcalldata4.dll)
Data Warehouse DB
(NQCDA_Warehouse)
SQL Server
(QDB)
Data Mart DB
(CallMgr1)
Data Mart DB
(CallMgr2)
QDB Reports
SQL Server
Report Agent
CDA Reports
SQL DTS
SQL DTS
Web Managment Server
CallMgr1
Publisher
•
Key architectural components
–
AppManager 7
–
Call Data Analysis (CDA) module for Cisco IPT
–
Analysis Center (AC) 2.5
–
Internet Information Server (IIS)
CallMgr2
Publisher
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
Cisco Charts and
Reports
• Realtime Charts
–
–
–
–
–
–
–
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
Cisco Charts and
Reports
• Realtime Charts
–
–
–
–
–
–
–
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
Customised Dashboard
Event Statistics
Cisco Charts and
Reports
• 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 Utilization
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 Utilization
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 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
– VQ Baselines
– Call Volumes
– Call Busy Activity
– Capacity Planning
– Dashboards
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
– VQ Baselines
– Call Volumes
– Call Busy Activity
– Capacity Planning
– Dashboards
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
– VQ Baselines
– Call Volumes
– Call Busy Activity
– Capacity Planning
– Dashboards
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)
Report Strategy
• Collect Data
– Depending on Applications being monitored
• Determine who needs reports? (What type?)
–
–
–
–
AppManager Environment reports
Management
Troubleshooting
Trend Analysis
Management
Availability Reports
Capacity Management
Troubleshooting
AvgValueByHr
OR
AvgValueByDay
(Service Status
CPU, Memory Usage
Connectivity Response
Time
Min/Max values
•Distribute Reports for load
•Multiple report agents
•Schedule reports at
different times
•Run test reports
Trend Analysis
AggValueHistory
AvgValueByHr
(LogicalDisk…)
Compare24Hours
AM Environment
Inventory
ApplicationInfo
CompDeploy
CompLic
CompVersion
DataStream
EventSummary
Best Practices
• Successful reporting involves:
– Put a Report Strategy in Place
– Reports can be viewed from web server:
Extensions  Report Viewer (http://<webserver>/AMReports)
– 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
VoIP Update
Martin Anwyll
Product Line Specialist, VoIP Solutions (EMEA)
[email protected]
+44 7825 239 776
Vivinet Assessor 3.3
 Support for SQL2005
 User Interface Performance Enhancements
 Ethernet Port Discovery
 SNMP v3 support
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
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