Click here to load reader

Cisco Unified CCX Serviceability Administration Guide · PDF file iii Cisco Unified CCX Serviceability Administration Guide Release 8.0(1) CONTENTS Preface v Purpose v Audience and

  • View
    219

  • Download
    0

Embed Size (px)

Text of Cisco Unified CCX Serviceability Administration Guide · PDF file iii Cisco Unified CCX...

Cisco Unified CCX Serviceability Administration GuideRelease 8.0(1) February 2010

Americas HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706 USAhttp://www.cisco.comTel: 408 526-4000

800 553-NETS (6387)Fax: 408 527-0883

http://www.cisco.com

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California.

NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.

IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

CCDE, CCENT, CCSI, Cisco Eos, Cisco Explorer, Cisco HealthPresence, Cisco IronPort, the Cisco logo, Cisco Nurse Connect, Cisco Pulse, Cisco SensorBase, Cisco StackPower, Cisco StadiumVision, Cisco TelePresence, Cisco TrustSec, Cisco Unified Computing System, Cisco WebEx, DCE, Flip Channels, Flip for Good, Flip Mino, Flipshare (Design), Flip Ultra, Flip Video, Flip Video (Design), Instant Broadband, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn, Cisco Capital, Cisco Capital (Design), Cisco:Financed (Stylized), Cisco Store, Flip Gift Card, and One Million Acts of Green are service marks; and Access Registrar, Aironet, AllTouch, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Lumin, Cisco Nexus, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, Continuum, EtherFast, EtherSwitch, Event Center, Explorer, Follow Me Browsing, GainMaker, iLYNX, IOS, iPhone, IronPort, the IronPort logo, Laser Link, LightStream, Linksys, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, PCNow, PIX, PowerKEY, PowerPanels, PowerTV, PowerTV (Design), PowerVu, Prisma, ProConnect, ROSA, SenderBase, SMARTnet, Spectrum Expert, StackWise, WebEx, and the WebEx logo are registered trademarks of Cisco 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. (1002R)

Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental.

Cisco Unified CCX Serviceability Administration Guide Release 8.0(1) 2010 Cisco Systems, Inc. All rights reserved.

C O N T E N T S

Preface v

Purpose v

Audience and Use v

Organization vi

Documentation Conventions vii

Related Documentation vii

Obtaining Documentation and Submitting a Service Request vii

Glossary viii

C H A P T E R 1 Introduction to Cisco Unified CCX Serviceability 1-1

Understanding Cisco Unified CCX Serviceability 1-1

Browser Support 1-2

Accessing Cisco Unified CCX Serviceability 1-2

Using the Cisco Unified CCX Serviceability Interface 1-2

C H A P T E R 2 Using Alarms 2-1

Understanding Alarms 2-1

Alarm Configuration 2-1

Configuring Alarm Settings 2-2

Alarm Configuration Settings 2-3

C H A P T E R 3 Using Traces 3-1

About Trace Files 3-1

The Component Trace File 3-1

Configuring Trace Parameters 3-2

Trace Level Options 3-4

Viewing and Interpreting the Trace Files 3-8Interpreting a Trace File 3-8

Log Profiles Management 3-9Create Profile 3-10Save As Another Profile 3-11Enable Profile 3-11

iiiCisco Unified CCX Serviceability Administration Guide Release 8.0(1)

Contents

Delete Profile 3-12Save Current Trace Settings 3-12Upload Profile 3-13View and Update Profile 3-13

C H A P T E R 4 Using Tools 4-1

Managing Services in Control Center 4-1

Service Activation 4-2

Control Center - Feature Services 4-2

Control Center - Network Services 4-3System Services 4-3Admin Services 4-3DB Services 4-4Desktop Services 4-4

Activating and Deactivating Feature Services 4-4

Starting, Stopping, Restarting, and Refreshing Status of Services in Control Center 4-5

Using a Command Line Interface to Start and Stop Services 4-6

About Unified CCX Datastore 4-6Network Outage 4-7

Datastore Control Center 4-7Replication Servers 4-8Datastores 4-9

Service Parameters 4-10

Performance Configuration and Logging 4-11

C H A P T E R 5 Using Help 5-1

Contents and Index Option 5-1

For This Page Menu Option 5-2

Troubleshooting Tips Menu Option 5-2

Unified CCX Documentation Link Option 5-2

About Menu Option 5-3

ivCisco Unified CCX Serviceability Administration Guide Release 8.0(1)

Preface

Cisco Unified Contact Center Express (Unified CCX), a member of the Cisco Unified Communications family of products, manages customer voice contact centers for departments, branches, or small to medium-size companies planning to deploy an entry-level or mid-market contact center solution.

The Cisco Unified CCX Serviceability Administration Guide provides instructions for using the Serviceability web interface to provision the subsystems of the Unified CCX package and to configure Unified CCX applications.

This preface contains the following sections:

Purpose, page v

Audience and Use, page v

Organization, page vi

Documentation Conventions, page vii

Related Documentation, page vii

Obtaining Documentation and Submitting a Service Request, page vii

PurposeThe Administration Guide for Cisco Unified CCX Serviceability provides description and procedures for configuring alarms, traces, service parameters, and performance configuration and logging.

It also describes how to activate, start, and stop feature and network services. Use this guide with the following documents for your configuration:

Cisco Unified CCX Administration GuideThis document describes how to use the Cisco Unified CCX Administration interface to configure and manage Cisco Unified CCX.

Cisco Unified Serviceability Administration GuideThis document provides description and procedures for defining and configuring alarms, configuring traces, and SNMP for common platform services. It also describes how to activate, start, and stop feature and network services.

Audience and UseThe Administration Guide for Cisco Unified CCX Serviceability assists administrators who configure, troubleshoot, and support Cisco Unified CCX. This guide requires knowledge of telephony and IP networking technology.

vCisco Unified CCX Serviceability Administration Guide Release 8.0(1)

Preface

Tip For Cisco Unified CCX, you must perform serviceability-related tasks in both Cisco Unified Serviceability and Cisco Unified CCX Serviceability; for example, you may need to start and stop services, view alarms, and configure traces in both applications to troubleshoot a problem. Cisco Unified Serviceability supports the functionality described in the Cisco Unified Serviceability Administration Guide; for tasks that are specific to Cisco Unified CCX Serviceability, use this guide, the Administration Guide for Cisco Unified CCX Serviceability.

OrganizationThe following table shows the organization of this guide:

Table 1 Organization of Cisco Unified CCX Serviceability Administration Guide

Chapter Number and Title Description

Chapter 1, Introduction to Cisco Unified CCX Serviceability

Provides an overview of Cisco Unified CCX Serviceability, including browser support and information on how to access and use the GUI.

Chapter 2, Using Alarms

Provides an overview of Cisco Unified CCX Serviceability alarms and the procedure for configuring the al

Search related