Martin AnwyllProduct Line Specialist, VoIP solutions (EMEA)

Martin AnwyllProduct 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 Value1. 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

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

C lie n t R e so ur c eM o n it o r

( n e t iqm c .e x e )

C l ien t C o m m u n icat io n sM an ag er

(n et iq ccm . ex e)

Ca llD a ta M a n a g e dO b je c t

(q c a lld a ta 4.d ll)

M an ag em en tS er v er

( n e tiq m s .ex e)

S Q L S e rv e r (Q D B )

M a n a g e d C lie n t C o m pu te r

R e po s ito ry / M a n a g e m e n t S e rv e r

D a ta W a re h o u s e D B(NQ C D A _ W a re h o u s e )

D a ta M a rt D B(Ca llM g r1)

D a ta M a rt D B(Ca llM g r2)

S Q L S e rv e r

C allM g r 1P u b lis h er

C allM g r 2P u b lis h er

S Q L D TSS Q L D TS

R ep o r t Ag en t

W e b M a n a g m e n t S e rv e r

C D A R epo rts

Q D B R ep orts

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

Inventory ApplicationInfoCompDeploy

CompLicCompVersion DataStream

EventSummary

AM EnvironmentTrend AnalysisTroubleshootingManagement

AggValueHistoryAvgValueByHr (LogicalDisk…)

Compare24Hours

AvgValueByHrOR

AvgValueByDay (Service Status

CPU, Memory Usage Connectivity Response

TimeMin/Max values

Availability ReportsCapacity

Management

•Distribute Reports for load

•Multiple report agents•Schedule reports at different times•Run test reports

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 youThank you

VoIP Update

VoIP Update

Martin AnwyllProduct Line Specialist, VoIP Solutions (EMEA)

Martin.Anwyll@attachmate.com+44 7825 239 776

Martin AnwyllProduct Line Specialist, VoIP Solutions (EMEA)

Martin.Anwyll@attachmate.com+44 7825 239 776

Vivinet Assessor 3.3

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

New functionality for Skillset alerting and reporting:Active TimeAll Agents Busy TimeStaffed Time

Nortel Contact Centre update

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 5New triggers for launching Vivinet DiagnosticsSupport for SNMP v3Improved Layer 2 discovery (incl. LLDP, VRRP)Improved Diagnostic Reporting