Martin Anwyll Product Line Specialist, VoIP solutions (EMEA)

1

• Martin AnwyllProduct Line Specialist, VoIP
  solutions (EMEA)

VoIP Reporting
2
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

3
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 SLAs and OLAs
• 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.

4
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)

5
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)

6
Cisco Reports

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

7
Cisco Charts and Reports

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

8
Cisco Charts and Reports

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

9
Cisco Charts and Reports

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

10
Cisco Charts and Reports

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

11
Cisco Charts and Reports

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

12
Cisco Charts and Reports

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

13
Nortel IP Telephony Reporting

• Nortel standards reportsservices 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)

14
Nortel Charts and Reports

• Realtime Charts
• Availability
• QoE Statistics
• MOS Quality
• Gateway Quality
• H.323 Stats
• SIP Stats
• Call Utilization

15
Nortel Charts and Reports

• Realtime Charts
• Availability
• QoE Statistics
• MOS Quality
• Gateway Quality
• H.323 Stats
• SIP Stats
• Call Utilization

16
Nortel Charts and Reports

• Realtime Charts
• Availability
• QoE Statistics
• MOS Quality
• Gateway Quality
• H.323 Stats
• SIP Stats
• Call Utilization

17
Nortel Charts and Reports

• Realtime Charts
• Availability
• QoE Statistics
• MOS Quality
• Gateway Quality
• H.323 Stats
• SIP Stats
• Call Utilization

18
Nortel Charts and Reports

• Realtime Charts
• Availability
• QoE Statistics
• MOS Quality
• Gateway Quality
• H.323 Stats
• SIP Stats
• Call Utilization

19
Nortel Charts and Reports

• Realtime Charts
• Availability
• QoE Statistics
• MOS Quality
• Gateway Quality
• H.323 Stats
• SIP Stats
• Call Utilization

20
Nortel Charts and Reports

• Realtime Charts
• Availability
• QoE Statistics
• MOS Quality
• Gateway Quality
• H.323 Stats
• SIP Stats
• Call Capacity

21
Nortel SLA Reports

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

22
Nortel SLA Reports

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

23
Nortel SLA Reports

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

24
Nortel SLA Reports

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

25
Nortel SLA Reports

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

26
Nortel SLA Reports

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

27
Nortel SLA Reports

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

28
Nortel SLA Reports

• NetIQ Analysis Center
• Availability
• Call Completion
• Call Quality Overview
• Call Volumes
• Call Busy Activity
• Capacity Planning
• Dashboards

29
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)

30
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

31
Best Practices

• Successful reporting involves
• Put a Report Strategy in Place
• Reports can be viewed from web server
• Extensions ? Report Viewer (http//ltwebservergt/AMR
  eports)
• 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 minimalistLess is MoreHence
  do not over commit (Note this can be damaging in
  a MSP environment)
• Taking advantage of existing enterprise Portals

32
Thank you
33
Call Data Analysis Module
34
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.

35
Architecture Overview
1433
1433
36
Call Data Tree View
37
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

38
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.

39
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

40
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)

41
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 -gt SQL Server Agent -gtJobs
• 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.

42
Miscellaneous Notes

• Log files
• In NetIQ\temp\netiq_debug\ltcomputergt 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).

43
Estimating data mart database size.
44
VoIP Update

• Martin Anwyll
• Product Line Specialist, VoIP Solutions (EMEA)
• Martin.Anwyll_at_attachmate.com
• 44 7825 239 776

45
Vivinet Assessor 3.3

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

46
Miscellaneous Notes

• Log files
• In NetIQ\temp\netiq_debug\ltcomputergt 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).

47
Nortel Contact Centre update

• New functionality for Skillset alerting and
  reporting
• Active Time
• All Agents Busy Time
• Staffed Time

48
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

49
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