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

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

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

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

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

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 Capacity

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

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

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

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

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) 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

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

Martin Anwyll Product Line Specialist, VoIP solutions (EMEA)