Cisco Prime Collaboration User guide

Cisco Prime Collaboration Assurance - Advanced and Analytics Guide,

12.1 Service Pack 3 Engineering Special 4

First Published: 2020-03-02

Last Modified: 2021-03-15

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CONTENTS

Get Started with Cisco Prime Collaboration 21

PART I

Overview of Cisco Prime Collaboration Assurance and Analytics 1

CHAPTER 1

Overview of Cisco Prime Collaboration Assurance 1

Document Conventions 1

Cisco Prime Collaboration Assurance - Advanced 3

Cisco Prime Collaboration Assurance - Advanced Features 10

Voice and Video Unified Dashboard 10

Device Inventory/Inventory Management 10

Voice and Video Endpoint Monitoring 11

Diagnostics 12

Fault Management 12

Reports 12

Cisco Prime Collaboration Assurance Support for IPv6 13

Overview of Cisco Prime Collaboration Assurance—MSP Mode 15

Differences Between the Enterprise Mode and the MSP Mode 19

Cisco Prime Collaboration Assurance NBI 21

Cisco Prime Collaboration Assurance and Analytics Geo-Redundancy 22

New and Changed Information 22

New and Changed Information 26

What's New in Cisco Prime Collaboration Assurance 27

Overview of Cisco Prime Collaboration Analytics 35

Cisco Prime Collaboration Analytics NBI 36

Concepts 39

CHAPTER 2

Concepts 39

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Event 39

Alarm 40

Event Creation 40

Alarm Creation 41

Event and Alarm Association 41

Event Aggregation 42

Event Masking 42

Alarm Status 42

Event Severity 43

Event and Alarm Database 44

Alarm Notifications 44

Get Started with Cisco Prime Collaboration Assurance 45

CHAPTER 3

Get Started with Cisco Prime Collaboration Assurance 45

Get Started with Cisco Prime Collaboration Analytics 50

Set Up the Server 53

PART II

Enable Third-Party CA Signed Certificate 55

CHAPTER 4

Enable Third-Party CA Signed Certificate 55

Install CA signed certificate 55

Manage Licenses 59

CHAPTER 5

Manage Licenses 59

Cisco Prime Collaboration Assurance Licensing 59

Cisco Prime Collaboration Analytics Licensing 60

Adding Analytics License 60

Enable and Disable Analytics 60

Cisco Prime Collaboration Contact Center Assurance Licensing 61

License Count 61

Endpoint Count in Cisco Prime Collaboration Assurance 62

View License Details 62

Add and Delete a License File 64

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Switch Between Advanced Evaluation to Advanced (Purchase License) in Cisco Prime Collaboration

Assurance 64

Manage Users 65

CHAPTER 6

Manage Users 65

Cisco Prime Collaboration Assurance-Advanced User Roles 65

Single Sign-On for Cisco Prime Collaboration Assurance 67

Default User Accounts 69

User Roles and Tasks 69

Add a User 70

Modify User Roles 70

Configure an LDAP Server 71

LDAP Configuration Parameters 71

Configure Minimum and Maximum Length for Password 74

Unlock Cisco Prime Collaboration Assurance Account 74

Manage Customers 77

CHAPTER 7

Manage Customers 77

Add Customers 77

Global Customer Selection 78

Manage Domains 79

CHAPTER 8

Manage Domains 79

Add Domains 79

Global Domain Selection 80

Configure System Parameters 81

CHAPTER 9

Configure System Parameters 81

Global System Parameters 82

Configure SMTP Server 83

Configure Cisco Prime Collaboration Assurance Server Time Zone 83

Manage Devices in Cisco Prime Collaboration Assurance 85

PART III

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Manage Device Credentials 87

CHAPTER 10

Manage Device Credentials 87

Add a Device Credentials Profile 88

Credential Profiles Field Descriptions 89

SSL Certificate Authentication for Device Discovery 99

Modify Device Credentials 100

Verify Device Credentials 100

Credential Verification Error Messages 101

Delete a Device Credential Profile 103

Set Up Clusters 105

CHAPTER 11

Set Up Clusters 105

Manage Cisco TelePresence Manager or Cisco TMS Clusters 105

Discover Devices 107

CHAPTER 12

Discover Devices 107

Discovery Life Cycle 107

Removal of Devices from Cisco Prime Collaboration Assurance on Deletion 110

Discovery Methods 110

Prerequisites and Recommendations 117

Automatic Discovery of Devices 123

Discovery Filters and Scheduling Options 127

Manual Discovery of Devices 128

Import Devices 130

Export Device Lists and Credentials 131

Troubleshooting 132

Discovery of Cisco Unified Computing System (UCS) 132

Configure vCenter 134

Unified CM Cluster Data Discovery 135

Schedule Cluster Device Discovery 136

Rediscover Devices 137

Verify Discovery Status 138

Troubleshooting 138

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Manage Device Groups 141

CHAPTER 13

Manage Device Groups 141

About Device Groups 141

Create Groups 144

Add Devices to a Group 144

Remove Devices from a Group 145

Device Group Selector 145

Manage Inventory 147

CHAPTER 14

Manage Inventory 147

View Inventory Details 147

Inventory Pane 148

Device 360° View 152

Global Search Options for Cisco Prime Collaboration Assurance 157

Inventory Summary 159

Device Status Summary 159

Troubleshooting 161

Inventory Status Error Messages 162

Device-Specific Inventory Details 163

Update and Collect Inventory Details 177

Update Inventory 178

Job Schedule - Field Descriptions 179

Inventory Details Collection 180

Suspend and Resume Managed Devices 180

Delete Devices 181

Performance Graphs 182

Unified CM Device Search 187

SNMP Query 188

Poll Devices 191

CHAPTER 15

Poll Settings 191

Overview 191

Polling Parameters— Settings 193

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View Polling Parameters 193

Edit Polling Parameters 193

Monitor Faults 195

PART IV

Configure Notifications 197

CHAPTER 16

Configure Notifications 197

Notification Groups 198

Notification Criteria 199

Types of Notifications 199

SNMP Trap Notifications 201

Configure SMTP Server 207

Syslog Notifications 208

Notifications Limited to Specific Alarms 209

Add an Alarm Set 209

Add a Device Notification Group 210

General Information Field Descriptions 211

Set up Destinations Field Descriptions 212

Set Threshold Rules 215

CHAPTER 17

Set Threshold Rules 215

Threshold Rules 215

Configure TelePresence Endpoint Threshold—Device Level 217

Configure TelePresence Endpoint Thresholds—Global 218

Configure Thresholds for Conference Troubleshooting 218

Enable Automatic Troubleshooting for TelePresence Endpoints 219

Overview of Device Pool Thresholds 219

Edit Device Pool Thresholds 221

Overview of Voice Call Grade Settings 221

Add Dynamic Syslogs 222

Correlation Rules 224

Create Custom Alerts 227

Custom Alert Parameters 228

System 229

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Monitor Alarms and Events 231

CHAPTER 18

Monitor Alarms and Events 231

Alarms and Alarm Summary 231

Events 234

View Call Events 235

Notes for Alarms and Events 236

Monitor the Network 239

PART V

Monitor Video Endpoints 241

CHAPTER 19

Monitor Video Endpoints 241

Endpoint Diagnostics Dashboard 241

View User 360 Details 244

Manage a Video Test Call 245

Monitor Conferences 249

CHAPTER 20

Monitor Conferences 249

Data Collection for Video Conferences 251

Import Conferences from Cisco TMS 253

Conference Workflow and Scenarios 254

Conference Diagnostics Dashboard 260

Realtime Visibility of an Endpoint 264

360° Conference View 267

Conference Topology 267

Endpoint Statistics 270

Enable Cisco APIC-EM to Troubleshoot Conference 271

CHAPTER 21

Enable Cisco APIC-EM to Troubleshoot Conference 271

Overview of Cisco APIC-EM 271

Cisco APIC-EM Controller Integration Settings 272

Conference Troubleshooting with Cisco APIC-EM 273

Monitor the Cisco Prime Collaboration Assurance Server 275

CHAPTER 22

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Monitor the Cisco Prime Collaboration Assurance Server 275

Dashboards and Reports 281

PART VI

Cisco Prime Collaboration Assurance Dashboards 283

CHAPTER 23

Cisco Prime Collaboration Assurance Dashboards 283

Ops View 286

Summary 290

Endpoint by Device Pool 292

Topology—Cisco Unified Communications Manager or Cisco TelePresence Video Communication

Server Cluster 292

Connected Devices 297

Performance 297

Route Pattern Summary 297

Device Search 298

Endpoint Registration Summary 298

Availability Summary 299

Service Experience/Call Quality 299

Top 5 Poor Voice Call Quality Locations 299

Top 5 Call Failure Locations 300

Top 10 TelePresence Endpoints with Call Quality Alarms 301

Conference with Alarms 301

Alarm Dashboard 301

Top 10 TelePresence Endpoints with Alarms 301

Top 10 Devices with Alarms 301

Infrastructure Alarm Summary/Device Alarm Summary 302

Utilization Monitor 302

Trunk Utilization 302

T1/E1 Trunks 304

CUBE SIP Trunk 304

UCM SIP Trunks 306

Route Group Utilization 307

Trunk Group Utilization 308

Location CAC Bandwidth Usage 308

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Conferencing Devices 309

Conductor Bridge Pool Utilization 310

TelePresence Endpoint 310

License Usage 313

Customer Summary Dashboard 316

Contact Center Assurance Dashboards 318

Contact Center Assurance Topology Dashboard 319

View Historical Trends 321

Customer Voice Portal (CVP) 322

Unified Contact Center Enterprise (Unified CCE) 331

Cisco Unified Intelligence Center 339

Cisco MediaSense 347

Cisco Unified Contact Center Express 352

Virtualized Voice Browser 356

Performance Dashboards 360

Unified CM and Unity Connection 361

View Historical Trends 374

Create Custom Performance Dashboards 375

Add a Customized Dashboard 377

Cisco Prime Collaboration Assurance Reports 379

CHAPTER 24

Cisco Prime Collaboration Assurance Reports 379

Prerequisites to Generate the Cisco Prime Collaboration Assurance Reports 379

Update Call Detail Records NAM Credentials 380

Add Credential for Prime NAM 380

Delete Credentials for Multiple Prime NAMs 381

Verify Credentials for Multiple Prime NAMs 381

Add Multiple NAM Credentials 382

Import Credentials for Prime NAMs 383

Credential Verification - Error Messages 383

Use NAM Credentials to Troubleshoot Problems and Verify Credentials 384

Call Classification 385

Understand OffNet and OnNet Calls 387

Call Category Creation 387

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Create Custom Call Category 387

Dial Plan Addition 388

Understand the Default Dial Plan 388

Add a Dial Plan 392

Edit a Dial Plan 394

Delete a Dial Plan 394

Configure Gateway Codes 395

Configure SFTP Settings 395

SFTP Settings Page - Field Descriptions 396

Administrative Reports 398

CDR & CMR Call Report 399

Generate CDR & CMR Reports 406

Troubleshoot 409

NAM & Sensor Report 410

Understand Sensor Reports 415

View Sensor Stream Correlation Data 415

Session Reports/Conference Reports 418

All Session/Conference Summary Report 419

Session/Conference Detail Report 419

TelePresence Endpoint Reports 420

Endpoint Utilization Report 420

No Show Endpoint Summary Report 421

Launch CUCM Reports 421

Miscellaneous Reports 421

UCM/CME Phone Activity Reports 421

Endpoint Move Report 422

Endpoint Audit Report 422

Endpoint Remove Report 422

Endpoint Extension Report 422

Understand the Time Period Covered by Audio IP Phone Activity Reports 423

Track Phone Status when Cisco Unified CM Is Down 423

Voice Call Quality Event History Reports 423

Other Reports 424

CTI Applications Report 425

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ATA Devices Report 425

Cisco 1040 Sensors Report 425

Conferencing Device Video Port Utilization Report 425

Scheduled Reports 426

Generate Scheduled Reports 428

Access Data for Reports that Contain More than 2,000 Records 428

Troubleshoot File Download Issues 429

Analyzing the Network 431

PART VII

Analytics Dashboards and Reports 433

CHAPTER 25

Cisco Prime Collaboration Analytics Dashboards and Reports 433

Cisco Prime Collaboration Analytics User Roles 433

Global Customer Selection 434

Global Domain Selection 434

User Interface 434

Managing Customer Logo 438

Configure sFTP Server 439

Prerequisites for Data Population in the Cisco Prime Collaboration Analytics Dashlets 440

Technology Adoption 440

Deployment Distribution by Endpoint Model 441

Call Distribution by Endpoint Model 442

Call Distribution by Endpoint Types 443

Technology Usage 444

Asset Usage 444

Least Used Endpoint Types 445

Video TelePresence Rooms Utilization 445

No Show Video TelePresence Endpoint 445

Traffic Analysis 446

Top N Callers 447

Top N Dialed Numbers 447

Top N Off-Net Traffic Locations 447

Top N Call Traffic Locations 449

Call Traffic Analysis 449

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Capacity Analysis 450

Analytics Group Management 450

Location CAC Bandwidth Utilization 451

Trunk Utilization 451

Busy-Hour Trunk Capacity 452

Route Group/Trunk Group Utilization 454

Busy-Hour Route-Group Capacity 455

DSP Utilization 456

Service Experience 456

Service Experience Distribution 457

Endpoints with Service Quality Issues 458

Top N Call Failure Locations 459

Users with Service Quality Issues 460

Call Grade for Locations 460

Video Conferences 461

Video Conference Statistics 461

Top N Video Conference Locations 462

Conferencing Devices Video Utilization 463

Conductor Bridge Pool Utilization 463

UC System Performance 464

License Usage 464

Contact Center Enterprise 465

Customer Voice Portal 465

My Dashboard 466

Custom Report 467

Creating Custom Reports 468

Scheduled Reports 468

Troubleshooting Prime Collaboration Analytics Dashboard 470

Perform Diagnostics 473

PART VIII

Diagnostics for Voice Endpoints 475

CHAPTER 26

Diagnostics for Voice Endpoints 475

Phone Status Test 475

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Create a Phone Status Test 476

Import Phone Status Test 477

Synthetic Test 479

Prerequisites for Synthetic Tests 481

Create an Emergency Call Synthetic Test 481

Create a Message-Waiting Indicator Synthetic Test 483

Create a TFTP Download Synthetic Test 483

Create an HTTP Download Synthetic Test 484

Create an End-to-End Call Synthetic Test 484

Create Dial-Tone Synthetic Tests 486

Create a Phone Registration Test 486

Import Synthetic Tests 487

Manage Synthetic Tests 493

Synthetic Test Notes 494

IP SLA Voice Tests 495

Required Cisco IOS and IP SLA Versions 498

Create an IP SLA Voice Test 498

Import Multiple IP SLA Voice Tests 503

Manage IP SLA Voice Tests 505

IP SLA Voice Test Data 507

Create a Batch Test 514

Format Batch Test Import Files 514

Manage Batch Tests 515

Phone Tests—Batch and On Demand Tests 517

Create a Phone Test on Demand 519

Audio Phone Features Test 521

Troubleshooting 526

CME Diagnostics 526

Monitoring IP Phones Using Cisco Unified CME Syslog Messages 527

Troubleshooting Workflow for Video Endpoints 529

CHAPTER 27

Troubleshooting Workflow for Video Endpoints 529

Features of the Troubleshooting Workflow 531

Features of the Troubleshooting Workflow for Conferences 532

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Features of the Troubleshooting Workflow for Endpoints 533

Support Matrix for Troubleshooting Source and Destination Endpoints 533

Start a Troubleshooting Workflow 535

Troubleshoot Data Analysis 536

Troubleshooting 536

Path Statistics 541

Export Troubleshooting Data 544

Understand the Export Troubleshooting Report 545

Cisco Prime Infrastructure Cross-Launch 546

Cross-Launch Cisco Prime Infrastructure 547

Media Path Analysis 549

CHAPTER 28

Media Path Analysis 549

Analyze Media Paths Using VSAA 549

VSA Agent Assessment Results 550

Collect Logs 553

CHAPTER 29

Collect Logs 553

Log Collection Center/Device Log Collector 554

Set the Trace Levels 556

Log Collection Template 557

Collect Call Logs 557

Analyze Call Signaling 559

CHAPTER 30

Analyze Call Signaling 559

Supported Call Flows 561

Create a Call Ladder Diagram 562

Filter a Message in the Call Ladder Diagram 565

Understand a Call Ladder Diagram 565

Maintain the Server 567

PART IX

Manage Jobs 569

CHAPTER 31

Manage Jobs 569

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Schedule a Job 571

Defining a Timetable 572

Cancel a Job 573

Predefined Quick Filters 573

Purge Policies 575

CHAPTER 32

Purge Policies 575

Purge Policies Table 575

Perform Backup and Restore 577

CHAPTER 33

Perform Backup and Restore 577

Overview of Backup and Restore 577

Backup Time Period 578

Create a Repository on FTP, Disk, SFTP, or TFTP Server 578

Schedule Backup using Cisco Prime Collaboration Assurance and Analytics User Interface 580

Troubleshooting 582

Backup Cisco Prime Collaboration Assurance Data using CLI 582

Check the Backup History 582

Restore Data on the Same System 583

Restore on a New System 583

Set Log Levels 585

CHAPTER 34

Set Log Levels 585

Log Levels 585

Unified Communication Operations Dashboard 587

PART X

Getting Started with Unified Communication Operations Dashboard 589

CHAPTER 35

Unified Communication Operations Dashboard 589

Introduction to Unified Communication Operations Dashboard 589

Install Responder in PCA 589

Launch UC Operations Dashboard 590

Register the Master IP Address 590

Unified Communication Operations Landing page 590

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Threshold Settings 593

CHAPTER 36

Introduction to Threshold Settings 593

Threshold Settings 593

Threshold Parameters 593

System Settings 595

CHAPTER 37

System Settings 595

Add or Delete Associated Responders 595

Set the Job Frequency 596

Set the Shared Secret Key 597

Responder Settings 599

CHAPTER 38

Introduction to Responder Settings 599

Enable Responder 599

Set the Shared Secret Key 599

Registration Status 600

References 601

CHAPTER

APPENDIX A Synthetic Test Worksheet 603

Synthetic Test Worksheet 603

APPENDIX B Cisco 1040 Sensor Management 607

Cisco 1040 Sensor Management 607

Overview of Cisco Prime NAM/vNAM 607

Perform Initial Configuration in Cisco Prime Collaboration Assurance 607

Configuration for TFTP Servers for Cisco 1040 Configuration and Image Files 608

Add and Delete a TFTP Server 608

Set Up the Cisco 1040 Sensor Default Configuration 609

Configure Cisco 1040 Sensors in Cisco Prime Collaboration Assurance 610

Cisco 1040 Sensor Details 610

Add a Cisco 1040 Sensor 612

Edit Configurations for Multiple Cisco 1040s 613

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Cisco 1040 Management - Field Descriptions 613

Reset Cisco 1040s 614

Delete a Cisco 1040 Sensor 614

View Diagnostic Information on a Cisco 1040 615

APPENDIX C Troubleshooting Secure JTAPI Connection 617

Troubleshooting Secure JTAPI Connection 617

APPENDIX D TLS Configuration for Jetty and Tomcat Server 619

Enable Minimum TLS Version for Cisco Prime Collaboration Assurance Client Connections 619

Enable TLS Protocol for Jetty Server 620

Enable TLS Protocol for Tomcat Server 620

APPENDIX E User Interface 623

Overview 623

Filters 624

Launch the Advanced Filter and Save Filter Criteria 625

Quick View 626

View About Details 626

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