Cisco Systems Monitor 2 User's Manual
Contents
1. TCP 2000 SCCP Service M onitor uses SCCP to communicate with Cisco 1040s 10 Table 5 Service Monitor Port Usage continued Protocol Port Number Service Name TCP 43459 Database TCP 5665 5680 Interprocess communication between the user interface and back end processes Note These ports must be free Note Service M onitor uses TFTP to find the configuration file for a given Cisco 1040 Service M onitor by default uses port 69 on the TFTP servers 4 Installation and Upgrade Paths Table 6 lists the supported installation paths Table 7 lists the supported upgrade paths Table 6 Supported Installation Paths If you are installing Cisco Unified Service Monitor on a system that Then do this H as Operations M anager 2 0 Service M onitor 2 0 is already installed To activate which includes Service M onitor 2 0 Service M onitor 2 0 installedand 3 purchase Service M onitor 2 0 and obtain a PAK Service M onitor 2 0 is not yet licensed 2 Usethe PAK and the M AC address of the system where Operations M anager is installed to register your product on Cisco com and obtain a license file 3 If you plan to add Cisco Unified CallM anagers to Service M onitor configure the Service M onitor system to use NTP see NTP Configuration N otes page 10 4 Install the license file on the system where Service M onitor 2 0 is installed See Adding Licenses to an Installed Service M onitor page 6 52. Romania Russia Saudi Arabia Scotland Singapore Slovakia Slovenia South Africa Spain Sweden Switzerland Taiwan Thailand Turkey Ukraine United Kingdom United States Venezuela Vienam Zimbabwe CCVP the Cisco Logo and the Cisco Square Bridge logo are trademarks of Cisco Systems Inc Changing the Way We Work Live Play and Learn is a service mark of Cisco Systems Inc and Access Registrar Aironet BPX Catalyst CCDA CCDP CCIE CCIP CCNA CCNP CCSP Cisco the Cisco Certified Internetwork Expet logo Cisco IOS Cisco Press Cisco Systems Cisco Systems Capital the Cisco Systems logo Cisco Unity Enterprise Solver EtherChannel EtherFast EtherSwitch Fast Step Follow M e Browsing FormShare GigaDrive GigaStack HomeLink Internet Quotient 10S iPhone IP TV iQ Expertise the iQ logo iQ Net Readiness Scorecard iQuick Study LightStream Linksys M eetingPlace MGX Networking Academy Network Registrar Packet PIX ProConnect RateM UX ScriptShare SlideCast SM ARTnet StackWise The Fastest Way to Increase Your Internet Quotient and TransPath are registered trademarks of Cisco Systems Inc and or its affiliates in the United States and certain other countries All other trademarks mentioned in this document or Website are the property of their respective owners The use of the word partner does not imply a partnership relationship between Cisco and any other company 0612R 2005 2006 Cisco Syst
3. Cisco Product Security Overview Cisco provides a free online Security Vulnerability Policy portal at this URL http www cisco com en US products products security_vulnerability_policy html 31 From this site you will find information about how to do the following Report security vulnerabilities in Cisco products Obtain assistance with security incidents that involve Cisco products Register to receive security information from Cisco A current list of security advisories security notices and security responses for Cisco products is available at this URL http www cisco com go psirt To see security advisories security notices and security responses as they are updated in real time you can subscribe to the Product Security Incident R esponse Team Really Simple Syndication PSIRT RSS feed Information about how to subscribe to the PSIRT RSS feed is found at this URL http www cisco com en US products products_psirt_rss_ feed html Reporting Security Problems in Cisco Products Cisco is committed to delivering secure products We test our products internally before we release them and we strive to correct all vulnerabilities quickly If you think that you have identified a vulnerability in a Cisco product contact PSIRT For emergencies only security alert cisco com An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should b
4. P set operation is not allowed on any object ID OID in the system application M IB After installation of Service M onitor you should modify the credentials for Windows SN M P service to not use a default or well known community string You can install Windows SN M P service before or after you install Service M onitor Use this procedure to determine whether Windows SN M P service is installed Step1 Verify that Windows SN M P service is installed on the server where you will install Service M onitor To do so a Open the Windows administrative tool Services window b Verify the following SNMP Service is displayed on the Windows administrative tool Services window if so Windows SN M P service is installed SNMP service status is Started if so SN M P service is running Step2 If Windows SNM P service is not installed install it 15 N Note Windows online help provides instructions for adding and removing Windows components such as Windows SNM P service To locate the instructions try selecting the Index tab in Windows online help and entering a keyword or phrase such as install SN M P service Preparing Information that You Need to Install Service Monitor To install Service M onitor on a server without O perations M anager you will need to supply the following information during the installation Licensing information License file location See Understanding Licensing Terms page 4 N Not
5. Perform the tasks in the configuration task checklist in U ser Guide for Cisco Unified Service M onitor 11 Table 6 Supported Installation Paths continued If you are installing Cisco Unified Service Monitor on a system that Has any product other than Operations M anager 2 0 installed Does not have Operations M anager 2 0 installed Then do this 1 Uninstall other products for example uninstall all CiscoWorks and N etwork M anagement System N M S products After you complete the uninstallation verify that NMSROOT if it exists does not contain any files NMSRO OT isthe directory where Service M onitor will be installed its default location is C Program Files CSCO px If NMSROOT exists delete any files from it Use the instructions in this table for Does not have Operations M anager 2 0 installed If you want to manage Service M onitor using a third party SN M P management tool install Windows SN M P service Use the PAK and the M AC address of the Service M onitor server to register your product on Cisco com and obtain a license file Copy the license file to the server where you will install Cisco Unified Service M onitor See Licensing Y our Product During Installation page 4 If you plan to add Cisco Unified CallM anagers to Service M onitor configure the Service M onitor system to use NTP see NTP Configuration N otes page 10 Install Cisco Unified Service M onitor 2 0 Instal
6. cisco com go marketplace e Cisco Press publishes a wide range of general networking training and certification titles Both new and experienced users will benefit from these publications For current Cisco Press titles and other information go to Cisco Press at this URL http w ww ciscopress com 36 Internet Protocol Journal is a quarterly journal published by Cisco for engineering professionals involved in designing developing and operating public and private internets and intranets You can access the Internet Protocol Journal at this URL http www cisco com ipj Networking products offered by Cisco as well as customer support services can be obtained at this URL http www cisco com en U S products index html N etworking Professionals Connection is an interactive website where networking professionals share questions suggestions and information about networking products and technologies with Cisco experts and other networking professionals Join a discussion at this URL http www cisco com discuss netw orking W hat s N ew in Cisco Documentation is an online publication that provides information about the latest documentation releases for Cisco products Updated monthly this online publication is organized by product category to direct you quickly to the documentation for your products You can view the latest release of What s N ew in Cisco Documentation at this URL http www cisco com univercd c
7. iewM yProfiles do local en To register as a Cisco com user go to this URL http tools cisco com R PF register register do 15 Obtaining Technical Assistance Cisco Technical Support provides 24 hour a day award winning technical assistance The Cisco Support website on Cisco com features extensive online support resources In addition if you havea valid Cisco service contract Cisco Technical Assistance Center TAC engineers provide telephone support If you do not have a valid Cisco service contract contact your reseller 33 Cisco Support Website The Cisco Support website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies The website is available 24 hours a day at this URL http w ww cisco com en U S support index htm Access to all tools on the Cisco Support website requires a Cisco com user ID and password If you have a valid service contract but do not have a user ID or password you can register at this URL http tools cisco com R PF register register do Note Before you submit a request for service online or by phone use the Cisco Product Identification Tool to locate your product serial number You can access this tool from the Cisco Support website by clicking the Get Tools amp Resources link clicking the AIl Tools A Z tab and then choosing Cisco Product Identification Tool from the alphabetical list This tool offers three search o
8. 8 The installation program checks the name lookup and DHCP If a static IP address is not configured on your system the DH CP Enabled Network Adapters dialog box appears Click Yes The Setup Type window appears Select one of the following radio buttons Typical To install the complete Service M onitor package which contains Common Services 3 0 with Service Pack 4 and Service M onitor 2 0 Custom To install the complete Service M onitor package select a destination directory and enter passwords for user and database If you choose the Typical installation mode the following information will be supplied for you for the Common Services installation guest password Common Services database password Web Server information and self signed certificate information The remainder of this procedure is written for a Typical installation If you choose the Custom installation mode you will be prompted to enter the above information during the installation process Click Next The Select Components window appears Select all radio buttons Click Next The installation program checks dependencies and system requirements The System Requirements window displays the results of the requirements check and advises whether the installation can continue One of the following might occur lf thereis not enough disk space for the installation or the correct operating system is not present or the minimum required RAM isnot available th
9. Cisco SYSTEMS Quick Start Quick Start Guide for Cisco Unified Service Monitor 2 0 SUPPLEMENTAL LICENSE AGREEMENT Cisco Unified Service Monitor Overview Server and Client System Requirements Installation and Upgrade Paths Installing Cisco Unified Service Monitor Upgrading to Cisco Unified Service Monitor 2 0 Starting Cisco Unified Service Monitor Uninstalling and Reinstalling Service Monitor 9 Where to Go Next 10 Related Documentation 11 Obtaining Documentation 12 Documentation Feedback 13 Cisco Product Security Overview 14 Product Alerts and Field Notices 15 Obtaining Technical Assistance 16 Obtaining Additional Publications and Information SPrNIaAn WN WS 1 SUPPLEMENTAL LICENSE AGREEMENT SU PPLEM ENTAL LICENSE AGREEMENT FOR CISCO SYSTEMSNETWORK MANAGEMENT SOFTWARE CISCO UNIFIED SERVICE MONITOR IMPORTANT READ CAREFULLY This Supplemental License Agreement SLA contains additional limitations on the license to the Software provided to Customer under the End User License Agreement between Customer and Cisco Capitalized terms used in this SLA and not otherwise defined herein shall have the meanings assigned to them in the End User License Agreement To the extent that there is a conflict among any of these terms and conditions applicable to the Software the terms and conditions in this SLA shall take precedence By installing downloading accessing or otherwise using the Software Customer agrees to be bo
10. M P service is not installed on your system you will see this message Windows SNMP service is not installed on your system This installation will continue To install support for system application and host resources MIBs you must install the Windows SNMP service using Add Remove Programs from the Control Panel From Windows Explorer delete any files in the folder N M SRO O T M DC tomcat work Note Delete files but not folders within NM SRO OT M DC tomcat work NMSROOT is the directory where Service M onitor is installed Its default location is C Program Files CSCO px A dialog box with the following message is displayed Before you reboot this system configure automatic time synchronization on it using NTP Configure this system to use the time server that is used by Cisco Unified CallManagers in your network Click OK For more information see NTP Configuration N otes page 10 A message is displayed asking whether to reboot the server Reboot your system before you start Step 14 After you reboot the server verify the upgrade by starting Service M onitor See Starting Cisco Unified Service M onitor page 26 Note After upgrade logging settings are returned to their default values As a result only error Step 15 messages are written to Service M onitor log files If you need additional information in your log files to help you debug a problem update your logging settings See the Service M onitor
11. Note If the CD ROM is already in the CD ROM drive and you stopped the reinstallation process to close programs or if Autostart is disabled click Setup exe from the top directory of your CD ROM to restart the process Click Yes The Welcome window appears Click Next The Software License Agreement window appears Click Accept The installation program checks the name lookup and DHCP If a static IP address is not configured on your system the DH CP Enabled N etwork Adapters dialog box appears Click Yes The Setup Type dialog box appears Select the Typical radio button and click Next The Backup Data window appears Enter or browseto a directory where you want to store data and click Next The backup starts and a message is displayed while it is in progress The Select Components window appears Select all radio buttons Click Next The installation program checks dependencies and system requirements The System Requirements window displays the results of the requirements check and advises whether the installation can continue One of the following might occur f there is not enough disk space for the installation the installation program displays an error message and stops If your system has less than 4 GB of RAM but meets the minimum requirement you can continue with the installation after reading this message WARNING System memory is less than the requirement for Cisco Unified Service Monitor system to support high call volu
12. You can restart it after installation is complete Before You Begin M ake sure your system meets the prerequisites Required or desired operating system upgrades have been performed Required Windows service packs are installed Required minimum amount or more of RAM is available Close all open or active programs Do not run other programs during the installation process Installing Service Monitor Step1 Asthelocal administrator login to the machine on which you will install the Service M onitor software and insert the Service M onitor CD ROM into the CD ROM drive The Cisco Unified Service M onitor 2 0 Setup Program window opens If the CD ROM is already in the CD ROM drive and you stopped the installation process to close programs or if Autostart is disabled click Setup exe to restart the process Step2 Click Install The Welcome window appears Step3 Click Next The Software License Agreement window appears Step4 Click Accept The Licensing Information window appears Step5 Select one of the following and then click N ext License File Location Browse to enter the location For instructions on obtaining a license file see Licensing page 4 e Evaluation Only You can complete the upgrade and then register the license file later see Adding Licenses to an Installed Service M onitor page 6 Note For instructions on obtaining a license file see Licensing page 4 17 Step 6 Step 7 Step 8 1
13. address configured you will see this message This machine is multihomed Please update the MULTI HOME properties section in C PROGRA 2 CSCOpx lib vbroker gatekeeper cfg after the installation is complete Do not run Service M onitor on this system uninstall Service M onitor and install it on another system that has only oneNIC If Windows SN M P service is not installed on your system you will see this message Windows SNMP service is not installed on your system This installation will continue To install support for system application and host resources MIBs you must install the Windows SNMP service using Add Remove Programs from the Control Panel If you installed Service M onitor for evaluation only you will see this message Please obtain a valid license key from CCO within 90 days You will see a dialog box with the following message displayed Before you reboot this system configure automatic time synchronization on it using NIP Configure this system to use the time server that is used by Cisco Unified CallManagers in your network 19 For more information see NTP Configuration N otes page 10 Step 12 A message appears asking whether to reboot your system now R eboot your system before you start Step 13 Step 13 After theinstallation completes verify that Service M onitor was installed correctly by starting Service M onitor See Starting Cisco Unified Service M onitor page 26 After You Install Service Mon
14. c td doc abtunicd 136957 htm World class networking training is available from Cisco You can view current offerings at this URL http www cisco com en US learning index html 37 38 39 Cisco SYSTEMS Corporate H eadquarters European H eadquarters Americas H eadquarters Asia Pacific H eadquarters Cisco Systems Inc Cisco Systems International BV Cisco Systems Inc Cisco Systems Inc 170 West Tasman Drive H aarlerbergpark 170 West Tasman Drive 168 Robinson Road San Jose CA 95134 1706 H aarlerbergweg 13 19 San Jose CA 95134 1706 28 01 Capital Tower USA 1101 CH Amsterdam USA Singapore 068912 www cisco com The Netherlands www cisco com www cisco com Tel 408 526 4000 Wwww europe cisco com Tel 408 526 7660 Tel 65 6317 7777 800 553 N ETS 6387 Tel 31020357 1000 Fax 408 527 0883 Fax 65 6317 7799 Fax 408 526 4100 Fax 310 20 357 1100 Cisco Systems has more than 200 offices in the following countries Addresses phone numbers and fax numbers are listed on the Cisco Website at www cisco com go offices Argentina Australia e Austria Bagium Brazil Bulgaria Canada Chile e China PRC Colombia Costa Rica Croatia e Cyprus Czech Republic Denmark Dubai UAE Finland France e Germany Greece Hong Kong SAR Hungary India Indonesia Irdand Israd Italy Japan Korea Luxembourg Malaysia M exico TheNetherlands New Zealand e Norway Peru Philippines Poland Portugal Puerto Rico
15. ce M onitor creates these files when you edit the configuration through the user interface and when a sensor uses the default configuration file to register These samples are provided to enable you to confirm that the contents of a sensor configuration file are correct N Note Always use the Service M onitor user interface to edit sensor configuration files to ensure that Service M onitor functions properly Do not edit sensor configuration files on the T FT P server Default Configuration File QOVDefault CNF In the default configuration file the ID A000 is a placeholder an IP address or alternatively a DNS name is provided for the Receiver The last updated data and time represent the last time that the default configuration was updated from the Service M onitor user interface Receiver 10 92 99 22 ID A000 Image SvcMonAA2_34 img LastUpdated 11_16_2006 6_59_46 78 CDPGlobalRunState true SyslogPort UDP 5666 SkinnyPort TCP 2000 25 MAC Specific Configuration File QOV001120FFCF18 CNF In aM AC specific configuration file the default ID A000 has been replaced by the sensor MAC address the receiver DNS name is included although an IP address could appear instead The last updated date and time represent the last time that the configuration file was updated this could be when the sensor registered with Service M onitor or when a user edited the configuration file from the Service M onitor user interface Receiver qovr w
16. d that no more than the licensed number of sensors was registered with Service M onitor In Service M onitor 2 0 licensing ensures that the licensed number of phones being monitored is not greatly exceeded Service M onitor software is already upgraded to release 2 0 on a server where you have upgraded to Operations M anager 2 0 To activate Service M onitor on such a server 1 Delete existing sensor configuration files QOV CNF and binary image files SvcM on img from your TFTP servers 2 Register your PAK on Cisco com and install the license file for Cisco Unified Service M onitor 3 Complete the tasks in Performing Post Upgrade Configuration page 24 Performing the Upgrade to Service Monitor 2 0 Note Immediately after you upgrade sensors are unable register to Service M onitor until you complete the tasks listed in Performing Post U pgrade Configuration page 24 As a precaution the upgrade procedure performs a backup prior to copying and installing new files on your system Step1 Asthe local administrator log in to the machine on which Service M onitor 1 0 or Service M onitor 1 1 is installed and insert the Service M onitor 2 0 CD ROM into the CD ROM drive The Cisco Unified Service M onitor 2 0 Setup Program window opens Ifthe CD ROM isalready in the CD ROM drive and you stopped the installation process to close programs or if Autostart is disabled click Setup exe to restart the process Step2 Click Insta
17. e If you are installing Service M onitor for evaluation purposes you do not need to enter licensing information Passwords for the admin user and the system identity user Passwords must contain at least 5 characters N Note The system identity user enables communication between servers through a trust model and is used for example if you want to configure authentication and authorization for Service M onitor using Cisco Secure ACS For information about configuring Service M onitor with ACS see User Guide for Cisco Unified Service M onitor For information about the system identity account see U ser Guide for CiscoWorks Common Services 3 0 3 L Note If you choose a Typical installation the program generates passwords randomly for the guest and casuser users and for the database If you choose a Custom installation you will be prompted for these passwords also Performing the Service Monitor Installation Do not install Service M onitor on A Primary Domain Controller PDC or Backup Domain Controller BDC A FAT file system 16 An Advanced Server with terminal services enabled in application server mode A system with Internet Information Services IIS enabled e A system that does not have name lookup A system with 2 network interface cards NICs Werecommend that you Install Service M onitor on a system that has a static IP address Disable the virus scan software on your system
18. e installation program displays an error message and stops If your system has less than 4 GB of RAM but meets the minimum requirement you can continue with the installation after reading this message WARNING System memory is less than the requirement for Cisco Unified Service Monitor system to support high call volume Please refer to Service Monitor documentation for more details and upgrade the memory to at least 4GB if you have high call volume If other minimum requirements are not met the installation program displays an appropriate message and continues installing Step 9 Step 10 Step 11 A Caution Click Next The Change Admin Password window appears a Enter an admin password confirm and click Next The Change System Identity Account Password window appears b Enter a System Identity Account password and confirm and click N ext The Create casuser dialog box appears c Click Yes to continue with the installation Note If you selected the Custom installation mode during this part of the installation you will be asked to enter the following information guest password causer password Common Services database password Web server information and self signed certificate information The Summary window appears displaying the current settings Click N ext The installation proceeds Click OK on additional messages if they are displayed If the system has more than one NIC and more than one IP
19. e reported All other conditions are considered nonemergencies For nonemergencies psirt cisco com In an emergency you can also reach PSIRT by telephone 1877 228 7302 1408 525 6532 32 Tip We encourage you to use Pretty Good Privacy PGP or a compatible product for example GnuPG to encrypt any sensitive information that you send to Cisco PSIRT can work with information that has been encrypted with PGP versions 2 x through 9 x N ever use a revoked encryption key or an expired encryption key The correct public key to use in your correspondence with PSIRT is the one linked in the Contact Summary section of the Security Vulnerability Policy page at this URL http www cisco com en US products products security_vulnerability_policy html The link on this page has the current PGP key ID in use If you do not have or use PGP contact PSIRT to find other means of encrypting the data before sending any sensitive material 14 Product Alerts and Field Notices M odifications to or updates about Cisco products are announced in Cisco Product Alerts and Cisco Field N otices You can receive these announcements by using the Product Alert Tool on Cisco com This tool enables you to create a profile and choose those products for which you want to receive information To access the Product Alert Tool you must be a registered Cisco com user Registered users can access the tool at this URL http tools cisco com Support PAT do V
20. e server on which Cisco Unified Service M onitor 2 0 will reside and the PAK The PAK is printed on the software claim certificate Get your license file from http www cisco com go license Note You will be asked to login You must be a registered user of Cisco com to log in Logging in allows your Cisco user profile information to autopopulate many of the product registration fields Login is case sensitive Copy the new license file to the Service M onitor server into a directory with read permissions for the user name casuser or the user group casusers AS Note Service M onitor uses a local user casuser to run processes without having Administrator privileges N Note If you copy a folder that contains the license file to the Service M onitor server be sure to provide read permission for casuser on the folder as well as on the license file Install the product using the Cisco Unified Service M onitor 2 0 product CD during the installation when prompted for Licensing Information a Select the first radio button see Figure 1 b Use the browse window to locate the license file directory c Click Next to install the license file Note Add any incremental license files that you purchased to support additional IP phones after you install or upgrade to Service M onitor 2 0 See Adding Licenses to an Installed Service M onitor page 6 Figure 1 shows the licensing input dialog box that the insta
21. eekly ID 001120FFCF18 Image SvcMonAA2_34 img LastUpdated 11_13_2006 4_3_57 578 CDPGlobalRunState true SyslogPort UDP 5666 SkinnyPort TCP 2000 7 Starting Cisco Unified Service M onitor Step 1 In your browser type http servername 1741 where servername is the IP address or DNS name of the server where Service M onitor resides A login page is displayed Step 2 Enter a username and password If you do not havea username you can do the following Enter admin for the user ID Enter the password that you entered for the admin user during installation and press Enter The Service M onitor home page appears 8 Uninstalling and Reinstalling Service M onitor This section contains the following e Uninstalling Service M onitor Reinstalling Service M onitor 26 Uninstalling Service Monitor A Caution You must use the Cisco Unified Service M onitor uninstallation program to remove Service M onitor from your system If you try to remove the files and programs manually you can seriously damage your system Use this procedure if you need to uninstall Service M onitor Step1 Asthelocal administrator log in to the system on which Service M onitor is installed and select Start gt All Programs gt Cisco Unified Service M onitor 2 0 gt Uninstall Cisco U nified Service M onitor 2 0 to start the uninstallation process A window appears listing the components available for uninstallation Step2 Select all chec
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23. hat it backs up must both run the same version of Cisco Unified Service M onitor Service M onitor compares M OS against a threshold value default or user specified for the codec in use When M OS drops below the threshold Service M onitor generates SN M P traps and sends them to up to four recipients Service M onitor stores the data that it obtains in the database where it is available for display on Service M onitor reports Service M onitor purges the database daily to maintain 31 days of data O ptionally Service M onitor also stores data obtained from Cisco 1040s in files on disk If you configure Cisco Unified Operations M anager O perations M anager as a trap receiver for Service M onitor Operations M anager can further analyze display and act on the traps that Service M onitor generates O perations M anager can generate service quality events display and track these events on a real time dashboard and display and store event history You can configure additional event settings on Operations M anager that alert you to low M OS and to the occurrence of many service quality events during a period of time In addition you can configure O perations M anager to send notifications by email SNM P trap and syslog message Licensing Service M onitor features software based product registration and license key activation technologies The following table provides information about terminology used in the registration process Unde
24. hird party SN M P management tool to make SN M P queries against the server where Service M onitor is installed Windows SNM P service must be installed See Configuring Y our System for SN M P Queries page 15 Table 3 Minimum Client Hardware and Software Requirements Component Minimum Requirement H ardware software Any PC or server platform with a Pentium IV processor 1 0 GHz or greater running one of the following Windows 2000 Professional and Server with Service Pack 3 or Service Pack 4 Windows XP Service Pack 1 or Service Pack 2 Windows 2003 Server Standard and Enterprise Editions without Windows Terminal Services e Color monitor with video card set to 256 colors Available disk space 1 GB virtual memory Available memory RAM 512 MB minimum We recommend that you set virtual memory to twice the sizeof RAM Table 4 Browser Requirements Browser Version Platform Internet Explorer 6 0 28 Any one of the following Windows 2000 Windows XP 6 0 6 0 3790 0 Windows Server 2003 X Note When using Service Monitor disable any software on your desktop that you use to prevent popup windows from displaying Service Monitor must be able to open multiple windows to display information NTP Configuration Notes The clocks on Service M onitor and Cisco Unified CallM anager servers must be synchronized for Service M onitor reports to include complete and up to date inf
25. http www cisco com 30 You can access international Cisco websites at this URL http www cisco com public countries_languages shtml Product Documentation DVD The Product Documentation DVD isa library of technical product documentation on a portable medium The DVD enables you to access installation configuration and command guides for Cisco hardware and software products With the DVD you have access to the HTML documentation and some of the PDF files found on the Cisco website at this URL http www cisco com univercd home home htm The Product Documentation DVD is created and released regularly DVDs are available singly or by subscription Registered Cisco com users can order a Product Documentation DVD product number DOC DOCDVD or DOC DOCDVD SUB from Cisco M arketplace at the Product Documentation Store at this URL http www cisco com go marketplace docstore Ordering Documentation You must bea registered Cisco com user to access Cisco M arketplace R egistered users may order Cisco documentation at the Product Documentation Store at this URL http www cisco com go marketplace docstore If you do not havea user ID or password you can register at this URL http tools cisco com R PF register register do 12 Documentation Feedback You can provide feedback about Cisco technical documentation on the Cisco Support site area by entering your comments in the feedback form available in every online document 13
26. ion about installing troubleshooting and using the applications and tools in the Cisco Unified Communications M anagement Suite see the sources of information described in Table 8 Note To view documents in Adobe Portable Document Format PDF Adobe Acrobat 4 0 or later is required 29 Table 8 Related Documentation On the In the On the Cisco In the To learn product product On Doc online more about See this document package CD Cisco com DVD help The known Release N otes for Cisco No Yes Yes Yes No product bugs Unified Service M onitor 2 0 DDT Ss R elease N otes for No No Yes Yes No Cisco Unified O perations M anager 2 0 Performing a Quick Start G uide for Yes Yes Yes Yes No typical Cisco Unified installation Service M onitor 2 0 Quick Start G uide for No Yes Yes Yes No Cisco 1040 Sensor Features tasks U ser Guide for No Yes Yes Yes Yes and Cisco Unified troubleshooting Service M onitor User Guide for No No Yes Yes No Cisco Unified O perations M anager 1 Provided in PDF format in the Documentation folder on the product CD L1 Obtaining Documentation Cisco documentation and additional literature are available on Cisco com This section explains the product documentation resources that Cisco offers Cisco com You can access the most current Cisco documentation at this URL http www cisco com techsupport You can access the Cisco website at this URL
27. itor You should exclude the NUSROOT databases directory from virus scanning Problems can arise if database files are locked because of virus scanning X Note NM SRO OT isthe directory where Service M onitor is installed on your system If you selected the default directory during installation it is C Program Files CSCO px 6 Upgrading to Cisco Unified Service Monitor 2 0 This section includes the following Before Y ou Upgrade to Service M onitor 2 0 page 20 Performing the Upgrade to Service M onitor 2 0 page 21 Performing Post Upgrade Configuration page 24 Before You Upgrade to Service Monitor 2 0 It is recommended that you delete existing sensor configuration and binary image files from your existing TFTP servers before you perform the upgrade Delete the following files Sensor configuration files OneQOVDefault CN F fileand aQoVM ACAddress CN F file for each sensor Binary image file SvcM onAA2_ 24 img You must perform post upgrade configuration immediately after you upgrade to the Service M onitor 2 0 software or the sensors will be unable to register to Service M onitor for more information see Performing Post Upgrade Configuration page 24 If you plan to add Cisco Unified CallM anagers to Service M onitor configure the server to use NTP before you upgrade For more information see NTP Configuration N otes page 10 20 N Note In releases earlier than Service M onitor 2 0 licensing ensure
28. k boxes Click Next A window appears displaying the components you have selected to uninstall Step3 Click Next M essages showing the progress of the uninstallation appear The Uninstallation Complete dialog box displays this message Before you install Service Monitor product you must restart your computer Step4 Click OK and restart your system Step5 Delete any files that remain in the NMSROOT directory NMSROOT is the directory where Service M onitor was installed its default location is C Program Files CSCO px Reinstalling Service Monitor The existing database is preserved when you reinstall Service M onitor As a precaution the reinstallation procedure performs a backup prior to copying and installing new files on your system Note To reinstall Service M onitor on a system with O perations M anager you must reinstall both Operations M anager and Service M onitor see Installation G uide for Cisco Unified O perations M anager Includes Service M onitor Use this procedure if you need to install Service M onitor 2 0 on a system where Service M onitor 2 0 is already installed 27 Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 28 As the local administrator log in to the machine on which you will reinstall Service M onitor and insert the Service M onitor CD ROM into the CD ROM drive The installer window appears asking you if you want to install Service M onitor N
29. l any incremental license files that you purchased to support additional IP phones See Adding Licenses to an Installed Service M onitor page 6 Perform the tasks in the configuration task checklist in U ser Guide for Cisco Unified Service M onitor 12 Table 7 lists the supported upgrade paths Table 7 Supported Upgrade Paths If you are upgrading to Cisco Unified Service Monitor 2 0 on a system that Then do this H as been upgraded with Operations M anager 2 0 which includes Service M onitor 2 0 and Service M onitor 2 0 is not yet licensed Service M onitor software has already been upgraded To activate Service M onitor 2 0 1 Order Service M onitor 2 0 The PAK will be shipped to you When you order note that licensing for Service M onitor 2 0 no longer limits the number of sensors that can register Licensing is now based upon the number of phones being monitored Use the PAK and the MAC address of the system where Operations M anager is installed to register your product on Cisco com and obtain a license file If you plan to add Cisco Unified CallM anagers to Service M onitor configure the Service M onitor system to use NTP see NTP Configuration N otes page 10 Delete any existing sensor configuration and binary image files from your existing TFTP servers Sensor configuration files include one QOVDefault CNF file and aQoVM ACAddress CN F file for each sensor The binary image file is SvcM
30. ll The Welcome window appears Step3 Click Next The Software License Agreement window appears Step4 Click Accept The installation program checks the name lookup and DH CP If a static IP address is not configured on your system the DH CP Enabled N etwork Adapters dialog box appears Click Yes The Setup Type window appears 21 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 22 Select one of the following radio buttons Typical To install the complete Service M onitor package which contains Common Services 3 0 with Service Pack 4 and Service M onitor 2 0 Custom To install the complete Service M onitor package and to enter data that is otherwise entered automatically for you If you choose the Typical installation mode the following information will be supplied for you for the Common Services installation guest password Common Services database password Web Server information and self signed certificate information If you choose the Custom installation mode you will be prompted to enter the above information during the installation process Click Next The Backup Data window appears Enter or browseto a directory where you want to store data and click Next The backup starts and a message is displayed while it is in progress The Select Components window appears Select all radio buttons and click Next The installation program checks dependencies and system requirements The System Requirements wind
31. ller displays during the installation process Figure 1 Licensing Information Dialog Box Licensing Information xj To ensure full use of the product features please specify licensing information If you have a license file for this product specify its location License File aia 9 Location Browse r Evaluation Only Select this option to evaluate the product You can provide licensing information later if you wish to fully enable the product Click Next to install Click Cancel to exit lt Back L_New gt Cancel 141791 Adding Licenses to an Installed Service Monitor After you install or upgrade to Service M onitor 2 0 add any incremental licenses that you have purchased to support additional IP phones When you purchase an incremental license you receive a PAK You must use the PAK to obtain a license file and install the license If you installed Service M onitor 2 0 with an evaluation license you can subsequently install a purchased license W hen you purchase Service M onitor you receivea PAK Useit to obtain and install a license file To add support for additional IP phones to Service M onitor and to upgrade from an evaluation license to a purchased license you must Step 1 Step 2 Step 3 Obtain the license file using the MAC address of the server where Service M onitor 2 0 is installed and the PAK that you received when you purchased the product Get your lice
32. me Please refer to Service Monitor documentation for more details and upgrade the memory to at least 4GB if you have high call volume If other minimum requirements are not met the installation program displays an appropriate message and continues installing Click Next A message is displayed informing you that this is a reinstallation and that the database will be preserved Click OK Step 10 TheSummary window appears displaying the current settings Click N ext The reinstallation proceeds and the Setup Complete window appears Step 11 Click Finish Q Where to Go Next After you have installed Service M onitor you are ready to configure it and start monitoring IP telephony service quality For more information see the following User Guides User Guide for Cisco Unified Service M onitor User Guide for Cisco Unified O perations M anager You can access these documents In PDF format in the Documentation directory on the respective product CD ROM From the online help integrated into the product N Note For information about Cisco 1040 Sensor see Q uick Start G uide for Cisco 1040 Sensor shipped with Cisco 1040 and available on Cisco com 10 Related Documentation N Note Theoriginally published printed and electronic documentation is included with your product Any changes after original publication are reflected on Cisco com where you will find the most up to date documentation For informat
33. neer The TAC Service R equest Tool is located at this URL http www cisco com techsupport servicerequest For S1 or S2 service requests or if you do not have Internet access contact the Cisco TAC by telephone S1 or S2 service requests are those in which your production network is down or severely degraded Cisco engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly To open a service request by telephone use one of the following numbers Asia Pacific 61 2 8446 7411 Australia 1 800 805 227 EMEA 32 2 70455 55 USA 1 800 553 2447 For a complete list of Cisco TAC contacts go to this URL http www cisco com techsupport contacts 35 Definitions of Service Request Severity To ensure that all service requests are reported in a standard format Cisco has established severity definitions Severity 1 S1 An existing network is down or there is a critical impact to your business operations You and Cisco will commit all necessary resources around the clock to resolve the situation Severity 2 S2 Operation of an existing network is severely degraded or significant aspects of your business operations are negatively affected by inadequate performance of Cisco products You and Cisco will commit full time resources during normal business hours to resolve the situation Severity 3 S3 O perational performance of the network is impaired while most bu
34. ng the upgrade procedure Using the product CD upgrade to Cisco Unified Service M onitor 2 0 CiscoWorks Common Services 3 0 will also be upgraded to Service Pack 4 SP4 Install any incremental license files that you have purchased to support additional phones See Adding Licenses to an Installed Service M onitor page 6 Complete the tasks listed in Performing Post Upgrade Configuration page 24 14 5 Installing Cisco Unified Service M onitor This section includes both of the following Before Y ou Install Service M onitor page 15 Performing the Service M onitor Installation page 16 Before You Install Service M onitor Service M onitor is already installed on a server when you install O perations M anager To activate Service M onitor on such a server register your PAK on Cisco com and install the license file for Cisco Unified Service M onitor If you want to monitor Service M onitor using a third party SN M P management tool see Configuring Y our System for SNM P Queries page 15 To get ready for performing the installation see Preparing Information that Y ou N eed to Install Service M onitor page 16 Configuring Your System for SNMP Queries Service M onitor implements the system application M IB If you want to use a third party SNM P management tool to make SN M P queries against the server where Service M onitor is installed Windows SNM P service must be installed N Note To improve security the SN M
35. nse file from http www cisco com go license Note You will be asked to log in You must be a registered user of Cisco com to log in Logging in allows your Cisco user profile information to autopopulate many of the product registration fields Login is case sensitive Copy the new license file to the Service M onitor server into a directory with read permissions for the user name casuser or the user group casusers Note Service M onitor uses a local user casuser to run processes without having Administrator privileges Install the license a From Service M onitor click the CiscoWorks link in the upper right corner The CiscoWorks H omepage appears b Select Common Services gt Server gt Admin gt Licensing The License Administration page appears c Click Update A file browser popup dialog box appears d Enter the path to the new license file in the License field or click Browse to locate the license file you copied to the server in step 2 e Click OK The system verifies whether the license file is valid and updates the license The updated licensing information appears on the License Information page If you purchased more than one license repeat Step 3 to install each additional license If you encounter errors repeat the steps to license your product 3 Server and Client System Requirements Table 2 lists minimum server requ requirements for Service M onitor AS Note The minim
36. nt 2 Cisco Unified Service Monitor Overview Cisco Unified Service M onitor Service M onitor a product from the Cisco Unified Communications M anagement Suite receives and analyzes data from these sources when they are installed in your voice network and configured properly e Cisco Unified CallM anager clusters Retain Call Detail Records CDRs and Call M anagement Records CM Rs CDRs include M ean Opinion Score M OS values that were calculated on IP phones and voice gateways using the Cisco Voice Transmission Quality CVTQ algorithm Note For Cisco Unified CallM anager versions that Service M onitor supports see R elease N otes for Cisco Unified Service M onitor 2 0 For information about configuring Cisco Unified CallM anager clusters to work with Service M onitor see User Guide for Cisco Unified Service M onitor Cisco 1040 Sensors sensors Compute M OS for each RTP stream sensors sends syslog messages to Service M onitor every 60 seconds Each licensed instance of Service M onitor can act as a primary Service M onitor for multiple Cisco 1040s If you have more than one licensed instance of Service M onitor Service M onitor can act as secondary backups for each other Then when a Service M onitor is unavailable Cisco 1040s can fail over to a secondary Service M onitor until the primary Service M onitor is once again available Note A Service M onitor that acts as a backup and the Service M onitor t
37. onAA2_24 img Install the license file on the system where Service M onitor 2 0 is installed See Adding Licenses to an Installed Service M onitor page 6 Complete the tasks listed in Performing Post Upgrade Configuration page 24 13 Table 7 Supported Upgrade Paths continued If you are upgrading to Cisco Unified Service Monitor 2 0 ona system that H as a licensed version of Service M onitor 1 0 or Service M onitor 1 1 installed Then do this 1 Order Service M onitor 2 0 The PAK will be shipped to you When you order note that licensing for Service M onitor 2 0 no longer limits the number of sensors that can register Licensing is now based upon the number of phones being monitored Use the PAK and the M AC address of the server where Service M onitor 1 0 or Service M onitor 1 1 is installed to register your product on Cisco com and obtain a license file If you plan to add Cisco Unified CallM anagers to Service M onitor configure the Service M onitor system to use NTP see NTP Configuration N otes page 10 Delete any existing sensor configuration and binary image files from your existing TFTP servers Sensor configuration files include one QOVDefault CNF file and aQoVM ACAddress CN F file for each sensor The binary image file is SvcM onAA2_24 img Copy the license file to the server where Service M onitor 1 0 or 1 1 is installed You will be prompted to supply the license file location duri
38. onitor stores the default configuration file locally and copies it to the TFTP servers that you added in Step 2 d Copy thebinary image file SvcM onAA2_34 img from NM SRO OT ImageDir on the Service M onitor server to the root location on the TFTP server NMSRO OT isthe directory where Service M onitor is installed its default location is C Program Files C SC O px e Verify that the newly created QO VDefault CNF fileis on the TFTP server If it is not upload it to the root location on the TFTP server from the Service M onitor image file directory NMSRO OT ImageDir For examples of the configuration files see Sample Sensor Configuration Files page 25 Note If you use Cisco Unified CallM anager as a TFTP server Service M onitor cannot copy configuration files to Cisco Unified CallM anager due to security settings on the latter You will need to manually upload the configuration file as described in Step 3e After uploading the configuration file reset the T FT P server on Cisco Unified CallM anager For moreinformation see Cisco Unified CallM anager documentation Step4 Wait afew minutes and verify that sensors have registered to Service M onitor If they have not reset the sensors by disconnecting them from power and connecting them again A Warning Before disconnecting a sensor read the regulatory compliance and safety information in Quick Start Guide for Cisco 1040 Sensor Sample Sensor Configuration Files Servi
39. online help for instructions Complete the tasks listed in Performing Post Upgrade Configuration page 24 Sensors will not register to Service M onitor until you complete this step 23 Performing Post Upgrade Configuration This section provides the minimum steps required to enable sensors to register with Service M onitor 2 0 For complete configuration procedures including how to add Cisco Unified CallM anagers to Service M onitor see the configuration checklists in User Guide for Cisco Unified Service M onitor Step 1 Step 2 L Step 3 24 Start Service M onitor See Starting Cisco Unified Service M onitor page 26 Add at least one TFTP server to Service M onitor a Select Configuration gt Sensor gt T FT P Servers The TFTP Server Setup page appears b Click Add The TFTP Server Settings dialog box appears c Enter data in the following fields TFTP Server IP address or DNS name Port Number The default port number is 69 d Click OK If you want to use a Cisco Unified CallM anager 5 x or 4 2 asa TFTP server you can do so Configure the default configuration file a Select Configuration gt Sensor gt Setup The Setup page appears b Update the Default Configuration to TFTP Server fields Image Filename Enter SvcM onAA2_34 img Primary Service M onitor Enter an IP address or DNS name Secondary Service M onitor Optional Enter an IP address or DNS name c Click OK Service M
40. ormation and accurately reflect activity during a given time period These notes offer a starting point and do not provide complete instructions for configuring NTP To get started 1 Talk with your Cisco Unified CallM anager administrators to determine the time server with which Service M onitor should synchronize You might find Cisco IP Telephony Clock Synchronization Best Practices a white paper on Cisco com useful read it at this URL http cisco com en U S products sw voicesw ps556 prod_white_papers list html 2 Use your system documentation to configure NTP on the Windows Server 2003 system where Service M onitor will be installed Configure NTP with the time server being used by Cisco Unified CallM anagers in your network You might find H ow to configure an authoritative time server in Windows Server 2003 useful look for it at this URL http support microsoft com kb 816042 N Note This website is Copyright 2006 M icrosoft Corporation Cisco Unified Service Monitor Port Usage This section provides a list of ports used by Cisco Unified Service M onitor Note Theportsin Table 5 should not be scanned Table 5 Service Monitor Port Usage Protocol Port Number Service Name UDP 53 DNS UDP 67 and 68 DHCP UDP 5666 Syslog Service M onitor receives syslog messages from Cisco 1040 TCP 22 SFT P Service M onitor uses SFTP to obtain data from Cisco Unified CallM anager version 5 x
41. ow displays the results of the requirements check and advises whether the installation can continue One of the following might occur Ifthereis not enough disk space for the installation or the minimum required RAM isnot available the installation program displays an error message and stops If your system has less than 4 GB of RAM but meets the minimum requirement you can continue with the installation after reading this message WARNING System memory is less than the requirement for Cisco Unified Service Monitor system to support high call volume Please refer to Service Monitor documentation for more details and upgrade the memory to at least 4GB if you have high call volume If other minimum requirements are not met the installation program displays an appropriate message and continues installing The Summary window appears displaying the current settings Click Next The upgrade proceeds and completes Click OK on additional messages if they are displayed If the system has more than one NIC and more than one IP address configured you will see this message This machine is multihomed Please update the MULTI HOME properties section in C PROGRA 2 CSCOpx lib vbroker gatekeeper cfg after the installation is complete A Caution Step 11 Step 12 Step 13 Step 14 Do not run Service M onitor on this system uninstall Service M onitor and install it on another system that has only one NIC If Windows SN
42. ptions by product ID or model name by tree view or for certain products by copying and pasting show command output Search results show an illustration of your product with theserial number label location highlighted Locate the serial number label on your product and record the information before placing a service call 34 Tip Displaying and Searching on Cisco com If you suspect that the browser is not refreshing a web page force the browser to update the web page by holding down the Ctrl key while pressing F5 To find technical information narrow your search to look in technical documentation not the entire Cisco com website After using the Search box on the Cisco com home page click the Advanced Search link next to the Search box on the resulting page and then click the Technical Support amp Documentation radio button To provide feedback about the Cisco com website or a particular technical document click Contacts amp Feedback at the top of any Cisco com web page Submitting a Service Request Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information After you describe your situation the TAC Service R equest Tool provides recommended solutions If your issueis not resolved using the recommended resources your service request is assigned to a Cisco engi
43. rstanding Licensing Terms Table 1 describes the PAK and the License file and usage of these terms Table 1 Understanding PAK and License File Licensing Terms Description Product The PAK is printed on the software claim certificate included in product packaging Authorization Use the PAK and the M AC address of the server where Service M onitor 2 0 will Key PAK reside to get your license file from Cisco com The Service M onitor license file includes support for up to 1 000 phones You can purchase incremental licenses to support additional IP phones registering up to 30 000 phones with a single Service M onitor For each incremental license that you purchase a PAK is shipped to you and you must use that PAK to obtain a license file License file When you use the PAK to register your product on the product licensing area of Cisco com you will receive a license file To register you need to provide both of the following e TheMAC address of the server where Service M onitor 2 0 will reside The PAK Licensing Your Product During Installation Before you install the Service M onitor 2 0 product you should register the product and obtain a license file N Note If you are installing Service M onitor for evaluation only you do not need to perform this procedure To license your product you must Step 1 Step 2 Step 3 Register the Service M onitor product with Cisco com using the M AC address of th
44. siness operations remain functional You and Cisco will commit resources during normal business hours to restore service to satisfactory levels Severity 4 S4 You require information or assistance with Cisco product capabilities installation or configuration There is little or no effect on your business operations 16 Obtaining Additional Publications and Information Information about Cisco products technologies and network solutions is available from various online and printed sources TheCisco Online Subscription Center is the website where you can sign up for a variety of Cisco e mail newsletters and other communications Create a profile and then select the subscriptions that you would like to receive To visit the Cisco Online Subscription Center go to this URL http www cisco com offer subscribe e TheCisco Product Quick Reference Guide is a handy compact reference tool that includes brief product overviews key features sample part numbers and abbreviated technical specifications for many Cisco products that are sold through channel partners It is updated twice a year and includes the latest Cisco channel product offerings To order and find out more about the Cisco Product Quick Reference G uide go to this URL http www cisco com go guide Cisco M arketplace provides a variety of Cisco books reference guides documentation and logo merchandise Visit Cisco M arketplace the company store at this URL http www
45. um server requ irements for Service M onitor Table 3 lists minimum client Table 4 lists browser requirements for Service M onitor irements in Table 2 might not be sufficient for monitoring a high volume of calls For more information see R elease N otes for Cisco Unified Service M onitor 2 0 Table 2 Minimum Server Requirements Component Minimum Requirement H ardware Server platform with Pentium IV processor 2 0 GHz or greater Color monitor with video card capable of 256 colors or more CD ROM drive Software for Windows Windows Server 2003 Service Pack 1 Standard and Enterprise editions X Note It is recommended that Service M onitor not sharea platform with other I O or disk intensive applications X Note Configure the server to use N etwork Time Protocol NTP to synchronize with the time server that is used by Cisco Unified CallM anagers in your network See NTP Configuration N otes page 10 Available memory RAM 2GB Available disk space 1 Install Service M onitor on an NTFS filesystem open M y Computer ont menu The file system field appears 60 GB minimum Virtual memory 4 GB NTFS file system required file system Do not install Service M onitor on a FAT file system To verify the he Windows desktop right click the drive and select Properties from the popup in the General tab of the Properties dialog box N Note If you want to use a t
46. und by the terms of this SLA If Customer does not agree to the terms of this SLA Customer may not install download or otherwise use the Software W hen used below the term server refers to central processor unit 1 ADDITIONAL LICENSE RESTRICTIONS Installation and U se T he Software components are provided to Customer solely to install update supplement or replace existing functionality of the applicable N etwork M anagement Software product Customer may install and use the following Software components CiscoWorks Common Services Contains shared resources used by other components in this bundle In many cases all components in this bundle can be installed on a single server Cisco Unified Service M onitor M ay be installed on one 1 server in Customer s network management environment Number of IP Phones For each Software license granted Customer may install and run the Software on a single server to manage the number of IP phones specified in the license file provided with the Software or as specified in the Software License Claim Certificate Customers whose requirements exceed the IP phone limit must purchase upgrade licenses or additional copies of the Software The IP phone limit is enforced by license registration Reproduction and Distribution Customer may not reproduce nor distribute the Software 2 DESCRIPTION OF OTHER RIGHTSAND LIMITATIONS Please refer to the Cisco Systems Inc End User License Agreeme
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