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Table Of Contents
Operations Manager
Frequently Asked QuestionsInstallation and Initial Configuration
Devices—Discovery and Inventory Collection
IP Phones—Inventory Collection
Monitoring Dashboards—The Basics
Operations Manager
Frequently Asked Questions
Installation and Initial Configuration
Devices—Discovery and Inventory Collection
IP Phones—Inventory Collection
General Questions
General Questions—The Basics
What does Operations Manager do?
What is Operations Manager not meant to be used for?
What IP phone protocols does Operations Manager support?
Is Operations Manager SSL-compliant?
How can I gain remote access to the Operations Manager server?
How do I restart the daemon manager?
What does Operations Manager do?
Cisco Unified Operations Manager (Operations Manager) monitors and evaluates the current status of both the IP communications infrastructure and the underlying transport infrastructure in your network. Operations Manager uses open interfaces such as Simple Network Management Protocol (SNMP) and Hypertext Transfer Protocol (HTTP) to remotely poll data from different devices in the IP communications deployment.
Cisco Unified Operations Manager increases productivity of network managers, enabling them to isolate problems more quickly using:
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Contextual diagnostic tools:
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What is Operations Manager not meant to be used for?
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What IP phone protocols does Operations Manager support?
Is Operations Manager SSL-compliant?
Yes. You can enable SSL using Common Services. See User Guide for CiscoWorks Common Services 3.0.
How can I gain remote access to the Operations Manager server?
Use VNC.
How do I restart the daemon manager?
net stop crmdmgtdnet start crmdmgtd
Note
Where can I find the user guide for Operations Manager?
User guides for Operations Manager 1.0, 1.1, and later are available at this URL:
http://www.cisco.com/en/US/partner/products/ps6535/products_user_guide_list.html
Files and Databases
Where are Operations Manager log files located?
How do I know which log file to look at for a particular function?
Where are node-to-node test data files located?
Where are performance polling data files located?
How long does Operations Manager retain files on the server?
What file maintenance should I do to maintain good system performance?
What data does Operations Manager purge from databases?
Which Operations Manager files are backed up when I run Common Services backup?
Where are Operations Manager log files located?
NMSROOT\log\itemLogs
How do I know which log file to look at for a particular function?
See the "Accessing and Deleting Log Files" topic in the Operations Manager user guide.
Where are node-to-node test data files located?
NMSROOT\data\N2NTests\testname
Where are performance polling data files located?
NMSROOT\data\gsu\_#GSUdata#_
How long does Operations Manager retain files on the server?
What file maintenance should I do to maintain good system performance?
To maintain good system performance, back up the DFMServer log file (DFM.log) when it grows larger than 30 MB.
What data does Operations Manager purge from databases?
itemFH.db
Alert and Event History
Service Quality Events History
31 days
pif.db
IP phone audit records
7 days
Which Operations Manager files are backed up when I run Common Services backup?
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Applications and Tools
Why aren't there links from Operations Manager windows to CiscoView, RME, or Campus Manager?
Why can't I launch the IPCC Administration URL?
Why can't I launch the performance graphing tool?
Why can't I launch the performance graphing tool for an MGCP gateway?
Why can't I launch the performance graphing tool for a Cisco Catalyst 6000 Series Switch?
Shouldn't there be more data points plotted on this performance graph?
How many performance graphs can I display?
Why does a login screen appear when I try to launch Resource Manager Essentials, Campus Manager, or CiscoView from Operations Manager?
To avoid the need to log in, configure single sign-on across the LMS and Operations Manager servers. Use the instructions in Common Services online help.
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Why aren't there links from Operations Manager windows to CiscoView, RME, or Campus Manager?
Select Administration > Preferences and enter the CiscoWorks server information.
Why can't I launch the IPCC Administration URL?
You can launch the IP Contact Center (IPCC) Administration URL only when the IPCC web components are installed on the IPCC device.
Why can't I launch the performance graphing tool?
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Why can't I launch the performance graphing tool for an MGCP gateway?
Verify that:
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Why can't I launch the performance graphing tool for a Cisco Catalyst 6000 Series Switch?
Verify that:
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Shouldn't there be more data points plotted on this performance graph?
If not all expected values are plotted on a graph, the most likely reason is that one or more values are very small in comparison to the maximum value. For example, for the values 250, 2, and 1, the smaller values, 2 and 1, will not be plotted.
How many performance graphs can I display?
For devices with H323 and MGCP capability, up to four graphs can be displayed in a single plot area. When polling is enabled for both H323 and MGCP capabilities, two graphs are shown for each selected metric. If you select more than two metrics for such a device, two graphs are shown for each of the first two selected metrics, only for a total of four graphs.
Installation and Initial Configuration
What are the basics I should be aware of when installing Operations Manager?
Can I install Operations Manager on a server with LMS?
Can I install Operations Manager on a server with RME?
Can I install Operations Manager on a server with HP OpenView?
Can I install Operations Manager on a server with Netview?
Can I install Operations Manager on a server with Cisco Secure ACS?
Does Operations Manager support Terminal Services?
Can I install a SMARTS Incharge server on an Operations Manager server?
Should I enable NetBIOS over TCP/IP on the Operations Manager server?
Which Java Plug-In (JPI) do I need on my client?
Why doesn't the Operations Manager home page appear in my browser?
Why aren't voice-enabled devices being monitored?
What are the basics I should be aware of when installing Operations Manager?
For installation and upgrade guides, go to this URL:
http://www.cisco.com/en/US/products/ps6535/tsd_products_support_install_and_upgrade.html
For best practices, tutorials, and other presentations, go to this URL:
http://www.cisco.com/en/US/products/ps6535/prod_presentation_list.html
Can I install Operations Manager on a server with LMS?
No.
Can I install Operations Manager on a server with RME?
No.
Can I install Operations Manager on a server with HP OpenView?
No.
Can I install Operations Manager on a server with Netview?
No.
Can I install Operations Manager on a server with Cisco Secure ACS?
No.
Does Operations Manager support Terminal Services?
Not for installing Operations Manager. For running Operations Manager, Terminal Services is supported in remote administration mode only.
Should I install CiscoWorks Common Services patches and service packs on the Operations Manager server?
No. If available, install only patches or service packs that are designated specifically for Cisco Unified Operations Manager on Cisco.com.
Can I install a SMARTS Incharge server on an Operations Manager server?
No. Operations Manager requires a dedicated system. Installing additional software is not supported.
Should I enable NetBIOS over TCP/IP on the Operations Manager server?
No. If disabling NetBIOS is unacceptable, you must make sure that NetBIOS names are consistent with the DNS naming scheme.
Which Java Plug-In (JPI) do I need on my client?
None.
Why doesn't the Operations Manager home page appear in my browser?
If Enhanced Security is enabled on the Windows 2003 system, you will not be able to access the Operations Manager home page until you add it to the Internet Explorer Trusted Sites Zone.
Why aren't voice-enabled devices being monitored?
For Operations Manager to work properly, the DNS name of the Operations Manager server must resolve to a fully qualified domain name (FQDN). Operations Manager provides a script to test whether the server name is resolvable; to run this script:
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The following example shows the result of running this script when the server name resolves to an FQDN:
C:\Program Files\CSCOpx\bin>smNameResChecking name resolution for : AustinOMPrimary IP address : 10.89.154.53Primary IP resolves to : AustinOM.cisco.comAustinOM.cisco.com : 10.89.154.53The following example shows the result of running this script when the server name does not resolve to an FQDN:
C:\PROGRA~1\CSCOpx>bin\smNameResChecking name resolution for : pinkPrimary IP address : 10.70.102.148Primary IP resolves to : pink.color.eng.cisco.co.jpERROR The requested name is valid, but no data of the requested type was found.What should I do when Service Level View shows All Devices in the tree view and no devices under "All IP Communications Devices"?
Wait until 10 minutes after device discovery completes to launch Service Level View.
Devices—Discovery and Inventory Collection
How can I add devices to Operations Manager?
How can I add devices to the DCR?
How can I synchronize Operations Manager inventory with RME inventory?
How can I import inventory from HP OpenView?
What does Operations Manager do after devices are added to its inventory?
What happens in the DCR when I delete a device from Operations Manager inventory?
What happens to Operations Manager inventory when devices are deleted from the DCR?
How is inventory collection different from auto-discovery?
How do I start inventory collection and when does it run?
How can I prevent inventory collection or discovery from timing out?
I removed a device from the network; why do I still see it as Monitored in Operations Manager?
After configuration changes are made on a device, when will I see the changes in Operations Manager?
Why does Operations Manager show a device as Unsupported when it is a supported device?
When I add a device using DNS name, is the name case-sensitive?
Why is a device I just deleted still displayed on the Group Management Membership Details page?
Can I change the TCP port that Operations Manager uses to connect to Cisco CallManager for HTTP?
Which should I add to Operations Manager: Cisco CallManager subscribers or the Publisher only?
Why doesn't Operations Manager recognize my Cisco CallManager/Application Server?
What are Operations Manager device states?
Why is a supported media server in the Unsupported state?
How can I add devices to Operations Manager?
A device must be in the Device Credentials Repository (DCR) before you can add it to Operations Manager inventory. Operations Manager supports automatic addition of devices as they are added to the DCR and supports manual selection of devices.
How can I add devices to the DCR?
Do either of the following:
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How can I synchronize Operations Manager inventory with RME inventory?
Configure Operations Manager to use the same master DCR—located on a remote server—that RME uses. For more information, see the Device and Credential Administration topic in Common Services online help.
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How can I import inventory from HP OpenView?
Configure Common Services Bulk Import to add devices from HP OpenView to the DCR; then add the devices to Operations Manager.
Can I share the DCR with LMS?
Yes. Configure Operations Manager to use a master DCR that is also used by an LMS application.
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What does Operations Manager do after devices are added to its inventory?
Performs inventory collection for the devices and reconfigures data collectors.
What happens in the DCR when I delete a device from Operations Manager inventory?
The device remains in the DCR.
What happens to Operations Manager inventory when devices are deleted from the DCR?
The devices are also deleted from Operations Manager.
How is inventory collection different from auto-discovery?
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How do I start inventory collection and when does it run?
You can start inventory collection by:
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The following events will also trigger inventory collection:
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How can I prevent inventory collection or discovery from timing out?
If device inventory collection or discovery is being performed over a slow network connection, or if the devices are unusually slow in responding to SNMP or HTTP requests, you can change the ivr.properties file to prevent Operations Manager from timing out during discovery or inventory collection. The file is located in the NMSROOT/conf/ivr folder. To increase the time allocated for discovery or inventory collection, change the property messageFactor:6 to messageFactor:10. The higher the number, the longer Operations Manager waits before timing out.
You can also increase the SNMP timeout (Devices > Device Management > Inventory Collection > SNMP Configuration).
I removed a device from the network; why do I still see it as Monitored in Operations Manager?
If a monitored device is removed from the network, it continues to be in the Monitored state until the next inventory collection occurs, even though the device is unreachable. The only way that you will know that this device is unreachable is when an unreachable alert appears for the device in the Alerts and Events display.
After configuration changes are made on a device, when will I see the changes in Operations Manager?
Configuration changes on a device are discovered by Operations Manager only during the inventory collection process. Therefore, any changes to a device's configuration will not be shown by Operations Manager until the next inventory collection after the configuration change. (You can also initiate rediscovery to enable Operations Manager to display the change.)
Why does Operations Manager show a device as Unsupported when it is a supported device?
If CDP is not enabled on a device, Operations Manager does not discover the device properly and moves the device to Unsupported.
When I add a device using DNS name, is the name case-sensitive?
Yes. For more information on how Operations Manager resolves devices names, see the "How Operations Manager Identifies Devices Imported from the DCR" topic in the Operations Manager user guide.
Why is a device I just deleted still displayed on the Group Management Membership Details page?
This could occur due to:
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To fix the problem:
Wait a few minutes, then refresh the page that you are viewing.
Can I change the TCP port that Operations Manager uses to connect to Cisco CallManager for HTTP?
No. Operations Manager uses port 80.
Why must I provide a privileged (CCM Admin) username and password for Operations Manager to monitor Cisco CallManager?
Operations Manager requires read-only access to Cisco CallManager HTTP interfaces to get cluster-level connectivity information.
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For Cisco CallManager 4.0 and later with multilevel administration access (MLA), you can:
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Which should I add to Operations Manager: Cisco CallManager subscribers or the Publisher only?
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What credentials must I supply to Operations Manager 1.1 to enable performance polling on IP Conference Connection (IPCC) and Cisco Unity Connection?
Supply the username and password for a local administrator's account on the server where the application is installed. (Create a user in the local administrator's group with "Read only" access if desired and provide this username and password.)
Why aren't any of these capabilities listed for my devices: Cisco CallManager Express (CME), SRST, and Cisco Unity Express (CUE)?
Verify that the minimum supported software version is running where applicable:
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Why doesn't Operations Manager recognize my Cisco CallManager/Application Server?
Verify that the server has CDP enabled and that the CDP-MIB is responding correctly.
What are Operations Manager device states?
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Why is a supported media server in the Unsupported state?
Possibly CDP is disabled or not responding.
Some Cisco CallManagers in a cluster are in the Partially Monitored state; will Operations Manager still provide a complete assessment of their health?
Yes. As long as one Cisco CallManager in the cluster has IIS enabled, Operations Manager monitors all Cisco CallManagers in that cluster.
Device Groups
What is a parent group?
A group from which you create a subgroup. Device groups are subsets (children) of larger groups (parents).
Why are some devices that match the rule for my User Defined Group not included as members?
The device matches the rules for the immediate group, but not for the parent group.
Why isn't a device I added to Operations Manager showing up in the expected User Defined Group?
One of the following:
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How can I create a User Defined Group that will automatically include new devices added to Operations Manager?
Edit the user-defined group, setting Membership Update to Automatic.
Why is a device that is logically connected to a Cisco CallManager not displayed under the appropriate cluster group?
The device is not registered to the cluster.
To fix the problem:
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Diagnostics
This topic includes the following:
Diagnostics—The Basics
How frequently can I run diagnostic tests?
On what devices does Operations Manager configure Cisco IP Service Level Assurance (IP SLA) tests?
On what devices do I need to enable IP SLA Responder?
On target or destination routers in SRST tests and node-to-node tests.
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How does Operations Manager maintain the IP SLA tests that it configures?
If a device is rebooted, Operations Manager reconfigures IP phone status and SRST tests as soon as the device comes back up.
Do I need to reset my routers to remove node-to-node, phone status, or SRST tests from them?
If you ever need to uninstall Operations Manager, be sure to delete all the node-to-node, phone status, and SRST tests from the application before you uninstall it. If you do not delete these tests, they will continue to run on the router.
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IP Phone Status Tests
Can I get some help creating a seed file for IP phone status tests?
What devices must Operations Manager monitor to enable IP Phone Status testing?
What could cause an IP phone status test to fail?
Can I get some help creating a seed file for IP phone status tests?
You can export information for all phones and edit it as follows:
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What devices must Operations Manager monitor to enable IP Phone Status testing?
The source device and the last hop router (the router closest to the phone). Ensure that IP SLA is enabled on the source device and on the last hop router.
What could cause an IP phone status test to fail?
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Node-to-Node Tests
Why is data not collected for some devices?
Sometimes, the data retrieved from IPSLA-capable devices contains excessively high values. Such values are only logged on each polling cycle.
Why do I see this error: "There is no data for the past 48 minutes for the selected view"?
This error occurs due to an incorrect system up time in the device and occurs in specific Cisco IOS versions. Upgrade the Cisco IOS version, or reboot the source device. For details, see CSCin66315 and CSCeb46870 using the Cisco Bug Toolkit at this URL:
http://cisco.com/cgi-bin/Support/Bugtool/home.pl
Synthetic Tests
Does Operations Manager ever stop running synthetic tests?
How do I know the status of synthetic tests?
Will a Cisco Emergency Responder synthetic test actually dial 911?
What's required to configure Cisco Emergency Responder synthetic tests?
Why is there a reserved range of MAC addresses for synthetic tests?
Are my synthetic phones set up correctly?
Can I run Unity voice mail synthetic tests if Unity is configured with a third-party PBX?
What could cause a dial-tone test to fail?
What can I do when an end-to-end call test fails?
What can I do when a Cisco Conference Connection Test fails?
What can I do when a message-waiting indicator test fails?
What can I do when a Cisco Emergency Responder test fails?
Does Operations Manager ever stop running synthetic tests?
Yes, when:
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How do I know the status of synthetic tests?
When a synthetic test is unsuccessful, it generates one of the following events:
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Will a Cisco Emergency Responder synthetic test actually dial 911?
No. You must configure a test Emergency Response Location in Cisco Emergency Responder and a synthetic phone for Operations Manager synthetic testing. For instructions, see Cisco Emergency Responder Administration Guide 1.2.
What's required to configure Cisco Emergency Responder synthetic tests?
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Caution
Why is there a reserved range of MAC addresses for synthetic tests?
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Are my synthetic phones set up correctly?
Synthetic phones are set up correctly after you complete all of the following tasks:
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Can I run Unity voice mail synthetic tests if Unity is configured with a third-party PBX?
No.
What could cause a dial-tone test to fail?
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What can I do when an end-to-end call test fails?
Try to determine the cause of the test failure:
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What can I do when a Cisco Conference Connection Test fails?
To try to determine the cause of the test failure, check whether:
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What can I do when a message-waiting indicator test fails?
To try to determine the cause of the test failure, check whether:
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To clean up the voice mailbox after a test failure, connect a real phone and give it the same extension; then, delete all the voice mail manually.
What can I do when a Cisco Emergency Responder test fails?
To try to determine the cause of the test failure, check the following:
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IP Phones—Inventory Collection
Which devices must Operations Manager monitor before IP phone inventory collection can find phones?
Does Operations Monitor keep phone information up-to-date between scheduled phone discovery jobs?
What information does IP Phone Move Tracking gather?
How can I suspend IP phone inventory collection?
How does IP phone inventory collection handle phones connected to trunk ports?
Do I need to import phones?
No:
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Which devices must Operations Manager monitor before IP phone inventory collection can find phones?
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Does Operations Monitor keep phone information up-to-date between scheduled phone discovery jobs?
Yes, by running IP Phone Move Tracking every 5 minutes.
What information does IP Phone Move Tracking gather?
Changes to the phone: phone moves and audit details (phones added, deleted, registered, unregistered).
How can I suspend IP phone inventory collection?
Delete all phone discovery schedules (Devices > Device Management Inventory Collection > IP Phone). To resume IP phone inventory collection, add a phone discovery schedule.
How does IP phone inventory collection handle phones connected to trunk ports?
Phone discovery does not discover phones connected to trunk ports. An exception is made for Cisco Catalyst 3500 series switches, because voice-VLAN configuration is not supported and configuration guidelines for these switches recommend trunk mode.
Why is information about switch, VLAN, and ports for Cisco Catalyst 3550 Series switches missing from IP Phone Reports and IP Phone Audit Reports?
The configuration guide for Cisco Catalyst 3550 Series switches specifies that ports to which IP phones are connected should be in access mode. Operations Manager supports IP phones connected to ports in access mode. Check whether the ports to which the IP phones are connected are in trunk mode.
Monitoring Dashboards
This topic includes the following:
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Monitoring Dashboards—The Basics
What is a view?
A view is a collection of one or more devices that you want to monitor using the a Monitoring Dashboard. A view is:
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Service Level View
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When there is an alert on a device under an IPCC instance, why isn't the alert rolled up to the instance?
An alert is rolled up to an IPCC instance only when the alert affects that instance. The alert on the device might not affect this IPCC instance.
Why does Service Level View show an IPT application as Down in a Cisco CallManager cluster to which the application is not even registered?
When changing an IP telephony (IPT) application's registration from one Cisco CallManager cluster to another, you must remove the registration of the IPT application to the old Cisco CallManager cluster in both the IPT application and the old Cisco CallManager cluster. If you do not do this, registration of the IPT application with the old Cisco CallManager cluster will continue to appear in the Service Level View in the Down state.
Why don't I see a link to Campus Manager when I right-click a device in the Service Level View?
There is no device-specific context. To launch Campus Manager, click the Campus Manager link in the upper right-hand corner of the Service Level View.
What should I do when Service Level View Most Recent Alerts show alerts that are not present on the Alerts and Events display?
Refresh the Service Level View window.
Why is the total device count shown in Service Level View not the same as the total number of devices in Operations Manager?
The total device count in Service Level View:
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Why is the total phone count shown in Service Level View not the same as the number of phones in Operations Manager?
Service Level View phone count does not include the suspected phones.
How do the tree view and map view adjust when different numbers of Cisco CallManager Express are managed?
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Why don't the modifications I made to a device group show up in my user-defined views for Service Level View?
Service Level View does not handle this case. To work around this problem, disable the view and enable it again. (Select Monitoring Dashboards > Manage Views.)
A new virtual link was added to an existing user-defined view while the Service Level View window was open; why isn't the new link displayed in the map view?
New virtual links are not automatically added to the map view. Refresh the Service Level View window.
What can I do when I try to launch Connectivity Detail View and see this error: "Cannot load connectivity detail information for device"?
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Connectivity Detail View is open; why don't changes to alerts on the device show their effect?
The Connectivity Detail View does not automatically refresh; refresh the window.
Alerts and Events
How is the Alerts and Events display information organized?
A device is currently unresponsive; where are the events that were previously displayed for it?
Why are SRSTEntered events displayed for a device that has not entered SRST mode?
When I click an event, I see the value of MIB properties. What time do they reflect?
Why are cleared events still listed on the Alerts and Events display?
We know there is a fault on this device. Why doesn't it show up on the Alerts and Events display?
Why isn't Operations Manager reporting a fault on a device?
Why do I see alerts with a duration of 999 hours?
Why is the alert still active when I know the underlying problem with the device is fixed?
Does Operations Manager monitor the corresponding B-Channel interfaces for BRIs/PRIs?
How can I suppress events from B-Channel interfaces for PRIs?
How do I suspend monitoring for an interface?
Why do I see false operationally down alerts on D Channels?
How can I stop alerts for an IP telephony application that I have disabled?
What causes an event to show up as an Unidentified Trap?
Also, see Detailed Device View.
How is the Alerts and Events display information organized?
By severity, with last change listed first.
What do the diamonds mean?
Diamonds indicate how recently activity occurred on each alert. Alerts with more diamonds (up to a maximum of 3) have more recently experienced activity. Alerts are based on events. Alert activity is noted when events are updated; for example, when new events occur or existing events are acknowledged.
Within last 15 minutes
Within last 16-30 minutes
Within last 31-45 minutes
No diamonds
More than 46 minutes ago
A device is currently unresponsive; where are the events that were previously displayed for it?
When a device becomes unresponsive, Operations Manager clears all existing events for the device and generates one unresponsive event for it. To obtain details for cleared events for the device, use Alert and Event History, which retains records for the previous 31 days.
Why can I see alerts on a Cisco CallManager even though I am authorized only to access routers in Cisco Secure ACS?
Device-based filtering is not performed at the Cisco CallManager cluster level. All users can see alerts and events that occur at the cluster level, such as the LostContactWithCluster event. All users can see Alert and Event History for cluster-level alerts and events.
Why are SRSTEntered events displayed for a device that has not entered SRST mode?
If you disable IP SLA Responder on the target router, spurious SRSTEntered events might occur.
When I click an event, I see the value of MIB properties. What time do they reflect?
The time the event first occurred. The only time the MIB values shown change is after the event has cleared but recurred.
Why are cleared events still listed on the Alerts and Events display?
The event was rolled up into an alert, and some other event in the alert is still occurring. Once the entire alert is cleared, it is removed from the Alerts and Events display.
We know there is a fault on this device. Why doesn't it show up on the Alerts and Events display?
This could happen when the device:
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To solve this problem:
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Why isn't Operations Manager reporting a fault on a device?
For one of these reasons:
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Why do I see alerts with a duration of 999 hours?
The duration of an alert is calculated as the difference between the current server time and the start time for the earliest event that triggered the alert, whether or not that event is still active.
After an alert is active for more than 999 hours, the Alerts and Events display shows a duration of 999 hours as long as any event for that alert remains active.
Why is the alert still active when I know the underlying problem with the device is fixed?
An alert remains active until all events for the device are cleared.
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Does Operations Manager monitor the corresponding B-Channel interfaces for BRIs/PRIs?
By default during initial inventory collection, Operations Manager handles all corresponding B-Channel interfaces for:
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How can I suppress events from B-Channel interfaces for PRIs?
Do either of the following:
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How do I suspend monitoring for an interface?
Open the Detailed Device View for the device and do the following:
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Why do I see false operationally down alerts on D Channels?
D-Channel status cannot be obtained if the D Channels are intentionally kept down. If the D Channels are intentionally kept down, suspend monitoring of the corresponding D-Channel interfaces through the Detailed Device View.
Why does Operations Manager generate an ApplicationDown event for an IP telephony application that I have disabled?
When you manually stop or disable an application on a media server:
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How can I stop alerts for an IP telephony application that I have disabled?
Open the Detailed Device View for the media server that runs the voice applications that you want to suspend.
In the Detailed Device View, do the following:
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The voice application will no longer be monitored.
How can I delete alerts?
You cannot delete alerts, but you can reduce the number and types of alerts that you see on the Alerts and Events display in any of the following ways:
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What causes an event to show up as an Unidentified Trap?
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Phone Activities Display
Why don't I see an alert yet for a phone that was disconnected 3 minutes ago?
The Phone Activity display queries the database every 5 minutes. Expect a delay of 5 to 10 minutes.
I have some phones that are connected to a switch but not registered to a Cisco CallManager; shouldn't I be able to see these phones on the Phone Activity display?
No. However, you should see them in the Suspect Phones report.
Why is the switch name N/A for some unregistered phones?
Check whether the switch that the phone is connected to is managed in Operations Manager.
Detailed Device View
How do I launch the Detailed Device View?
What does the Device Capability device attribute show?
Why doesn't the Detailed Device View appear when I click a particular device?
Why can't I suspend or resume a device or its components?
What should I know about Suspend and Resume?
Why can't I find details for a voice gateway with registration rejected by Cisco CallManager?
How do I launch the Detailed Device View?
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What does the Device Capability device attribute show?
Device Capability displays information that Operations Manager discovers by probing the device. This information can include:
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Here is an example of information for Device Capability:
MediaServer, CiscoCallManager, VoiceServices, HostIn this example:
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Why doesn't the Detailed Device View appear when I click a particular device?
The device status might have changed or the device might have been deleted.
To determine whether the device has been deleted or has changed status, do the following:
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Why can't I suspend or resume a device or its components?
This can occur when:
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Check the status of the device from the View/Rediscover/Delete page.
What should I know about Suspend and Resume?
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After you resume devices, you must select Administration > Polling and Thresholds > Apply Changes to resume polling and to enable alerts to expire.
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Why does the Detailed Device View show blank registration status for Cisco CallManager-related devices?
This problem can occur when the media server with the Cisco CallManager that the devices are registered to has not been added to Operations Manager.
To fix the problem, add the media server to Operations Manager.
Why does the Detailed Device View show registration status NotFound for Cisco CallManager-related devices?
There could be a problem with Internet Information Service (IIS) on the media server where the Cisco CallManager runs.
Why can't I find details for a voice gateway with registration rejected by Cisco CallManager?
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To resolve this problem, configure Cisco CallManager to forward the CiscoCallManagerGatewayFailed trap to Operations Manager.
Notifications
There's an alert on a device. Why wasn't a trap notification sent?
Why aren't URLs to Operations Manager tools included in notifications?
Why are there no notifications for devices I just added to Operations Manager?
Why don't I receive notification when an alert or event has cleared?
Why do I receive notifications for devices to which I don't have access in ACS?
Why did a subscription that I suspended become active again later?
There's an alert on a device. Why wasn't a trap notification sent?
This problem could be caused by one of the following:
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Verify that Operations Manager sends trap packets:
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19-Dec-2006|12:45:20.640|DEBUG|NOS|Thread-60|Pdu|run()|.|Trap set to host:171.69.71.61 with port#162I saw an alert (on the Alerts and Events display), but I didn't get an e-mail notification; how should I proceed?
Verify the following:
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Why aren't URLs to Operations Manager tools included in notifications?
It's configurable; enable the option to send URLs from the Notification Criteria page.
Why are there no notifications for devices I just added to Operations Manager?
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Why don't I receive notification when an alert or event has cleared?
The severity of a cleared event or alert is informational. Select Informational alert severity and event severity when adding and editing notification criteria.
Why do I receive notifications for devices to which I don't have access in ACS?
If you update device access in ACS, Operations Manager does not update running notifications. Therefore, after updating device access in ACS, you should update notifications for those devices.
Does Operations Manager send notifications for alerts only or will it also send notifications for events?
You can define whether Operations Manager sends out notification based on alerts or events in your Notification Criteria.
Why did a subscription that I suspended become active again later?
Note
Subscriptions that you suspend remain suspended until the Active From time.
To work around this problem, make the Active From and To times the same before you suspend the subsciption.
Polling and Thresholds
Which polling and threshold settings are applied to a particular device?
Can I modify device group priority for Polling and Thresholds?
How are device groups prioritized for Polling and Thresholds?
How many groups can a device belong to?
Why do I need to perform Apply Changes?
When do I need to perform Apply Changes?
What is the Relative Temperature Threshold relative to?
Why is a particular device not being polled?
Where can I see the default values for thresholds?
Why is application and connectivity polling not happening?
How can I set timeout and retry values for Application Polling Settings for a media server?
How should I set the Synthetic Test Tolerance threshold?
A device was down for two minutes; why was there no event?
Why do some settings seem to be missing from the Thresholds: Edit window?
Which polling and threshold settings are applied to a particular device?
A device takes the settings of the highest priority group (called Overriding Group) to which it belongs. A device can belong to one Overriding Group for polling and another one for thresholds. For more information, see the following reports:
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Can I modify device group priority for Polling and Thresholds?
Yes, you can set the priority for each of the following:
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How are device groups prioritized for Polling and Thresholds?
Threshold groups from highest to lowest priority:
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Polling groups are prioritized within Device Polling Groups.
For more information, see the Operations Manager user guide.
How many groups can a device belong to?
A device belongs to at least one polling group and at least one threshold group and can belong to multiple groups, depending on the device's function in Operations Manager.
What is an Overriding Group?
The highest priority group to which a device belongs. A device can belong to different overriding polling and threshold groups. The priority determines which polling and threshold settings are applied to a device or device element, such as a port or interface.
Why do I need to perform Apply Changes?
If you do not, your changes to polling settings and thresholds do not take effect.
When do I need to perform Apply Changes?
After you change polling settings and thresholds for all groups that you want to change at one time, apply changes by selecting Administration > Polling and Thresholds > Apply Changes. (It is a CPU-intensive operation.)
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You must also apply changes after you resume monitoring for a suspended device or device component.
What is the Relative Temperature Threshold relative to?
The Relative Temperature Threshold is relative to the temperature threshold value for the temperature sensor. Operations Manager discovers temperature sensors during inventory collection and obtains temperature threshold values for them from a MIB, if supported, on the device.
Why is a particular device not being polled?
This problem could be caused by any of the following:
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To solve these problems:
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Where can I see the default values for thresholds?
On a Thresholds report. (Select Administration > Polling and Thresholds > Thresholds, select the device group that you are interested in, and click View.)
Why aren't all groups that I see on Group Management pages displayed on Polling and Thresholds pages?
Polling and Thresholds pages do not display device groups unless they contain members.
Why is application and connectivity polling not happening?
Application and connectivity polling processes do not start until the media server is added to Operations Manager.
Changes are not in effect for some devices in this group even after I modified settings in Polling and Thresholds. Why?
This occurs for one of the following reasons:
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To fix this problem:
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How can I set timeout and retry values for Application Polling Settings for a media server?
You cannot set these values on the Polling Parameters: Edit page because Operations Manager uses the global SNMP timeout and retry values. Change global SNMP timeout and retry values as follows:
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How should I set the Synthetic Test Tolerance threshold?
Operations Manager applies the Synthetic Test Tolerance threshold to a sample size of four tests. When the percentage of actual failures exceeds the threshold value, Operations Manager generates a TooManyFailedSyntheticTests event.
A device was down for two minutes; why was there no event?
By default, Operations Manager polls devices every 4 minutes; for this case, set the polling interval for the Data Polling Reachability setting to less than 120 seconds (two minutes). For information about minimum and maximum polling intervals, see the Operations Manager user guide.
When there are nearly identical settings within Data Settings and Voice Health Settings, which one should I set?
Table 2 lists similar settings in Data Settings and Voice Health Settings.
To determine which to set, check device capabilities (run a Devices report). If device capabilities include:
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Voice Gateway; PhoneAccessSwitch; MGCP; Switch; Switches and Hubsthen configure the Data Settings.
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Voice Gateway; SRST Enabled Router; IPSLA; H323; Router; Routersthen configure the Data Settings.
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Media Server; CiscoCallManager; VoiceServices; Host; Voice and Telephonythen configure the Voice Health Settings.
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then configure both the Data Settings and the Voice Health Settings.
Why do some settings seem to be missing from the Thresholds: Edit window?
Verify that they are not on the Inactive Settings list; click Customize Settings and scroll through the list for each parameter type.
Reports
This topic includes the following:
Alert History
When I click an Alert ID in an Alert History display, why do I get a message about annotations?
When I click an Alert ID in an Alert History display, why aren't event details displayed?After you click an Alert ID on an Alert History Alerts and Events display, Operations Manager should display a popup window with annotations for the alert. If no annotations exist, Operations Manager should display a message:
There is no annotation for alert ID=<xxxxxxx>To see event details for an alert, open an Event History report. (Start by selecting Reports > Alert and Event History.)
IP Phone Status Changes
Why do the automatically exported reports sometimes not generate, or consist of 0 bytes?
If there is no data for the time period, the IP Phone Audit report is 0 bytes and other IP phone status change reports are not generated.
Personalized Report
When I configure a Personalized Report, why does it overwrite the previously configured Personalized Report?
Only one Personalized Report can be configured and generated per user. If you update the report configuration, the next time the report runs it will produce a report that reflects the new configuration.
Why is the date 1970 displayed in the Personalized Report?
This happens the first time the Personalized Report is generated after the report service (ITMDiagServer) is restarted. To solve this problem, generate another report.
Service Impact Report
Why aren't any route patterns shown in the Service Impact Report for an unreachable event on gateways that are registered to a Cisco CallManager?
Operations Manager cannot retrieve route pattern information in these cases:
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Why aren't the affected phones listed in the Service Impact Report when Cisco CallManager service is down or the Cisco CallManager is unreachable?
If it is a failover condition, then all phones may have failed over successfully.
Does the Service Impact Report include information on Cisco Unity and Cisco Emergency Responder voice applications that are registered with multiple clusters?
Yes, provided that all Cisco CallManagers in all the clusters are managed in Operations Manager.
System Status Report
Why don't I see any failed processes in the System Status Report?
Operations Manager reports failed processes only when Windows SNMP service is installed and enabled.
Service Quality
I have Service Monitor and Operations Manager installed on the same server. Must I add Service Monitor to Operations Manager?
Yes. Operations Manager processes traps only for Service Monitors that have been added.
Why aren't all Service Quality events being displayed on the Service Quality Alerts display?
During periods of high CPU utilization, Operations Manager limits the number of Service Quality events that it processes and displays a related message on the Service Quality Alerts display. To see the unprocessed events, look in the <NMSROOT>\logs\itemlogs\SQTraps\Traps.log file.
Why does a login screen appear when I launch Service Monitor?
If this happens, it means both of the following:
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SNMP Traps
Does Operations Manager report all SNMP traps?
How does Operations Manager handle SNMP traps?
What version of SNMP traps does Operations Manager support?
What types of generated traps does Operations Manager send?
How do I configure Operations Manager to receive traps?
How do I configure Operations Manager to forward traps?
Does Operations Manager report all SNMP traps?
No. Operations Manager processes certain traps that are relevant to the operational health of IP telephony. See the "Processed and Pass-through Traps, and Unidentified Traps" and the " Events Processed" appendixes in the Operations Manager user guide.
How does Operations Manager handle SNMP traps?
For certain SNMP traps, Operations Manager will either:
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For more information, see the "Processed and Pass-through Traps, and Unidentified Traps" and the " Events Processed" appendixes in the Operations Manager user guide.
What version of SNMP traps does Operations Manager support?
Operations Manager supports SNMP version 1 (SNMPv1), SNMPv2, and SNMPv3 (authNoPriv only) traps for polling and receiving. Operations Manager forwards traps as SNMPv1 traps.
What types of generated traps does Operations Manager send?
Operations Manager generates one type of external SNMP trap, ciscoEpmNotificationAlarm, using the trap structure defined in CISCO-EPM-NOTIFICATION-MIB.
Operations Manager can generate SNMP traps for all alerts that it generates. For information on how Operations Manager generates alerts and events, see the "Processed and Pass-through Traps, and Unidentified Traps" and the "Events Processed" appendixes in the Operations Manager user guide.
How do I configure Operations Manager to receive traps?
Operations Manager is already configured to receive SNMP traps, but you can specify a different SNMP trap receiving port. For more information, see the "Configuring SNMP Trap Receiving and Forwarding" topic in the Operations Manager user guide.
How do I configure Operations Manager to forward traps?
To forward unprocessed traps, fill in the Trap Forwarding Parameters table on the System Preferences page. For more information, see the "Setting System-Wide Parameters Using System Preferences" topic in the Operations Manager user guide.
SRST Polling
Why are some SRST phones missing from phone reports?
Why did the SRST test status change from Active to Suspended?
Why did an SRST test "disappear" from the SRST Operations page?
Why are some SRST phones missing from phone reports?
If you imported tests, the following could be the case:
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The WAN link is up and all phones in the branch office are unregistered with the central Cisco CallManager. Why don't I see an SRSTSuspected event?
Operations Manager generates an SRSTSuspected event only after all SRST phones remain unregistered for two IP Phone Move Tracking cycles.
Why did the SRST test status change from Active to Suspended?
The source or target router might be suspended from Operations Manager monitoring. (Check using the Suspended Devices view of the Alerts and Events display.)
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Why did an SRST test "disappear" from the SRST Operations page?
The source or target router might have been deleted from Operations Manager.
IP Phone reports already display the new extension for an SRST phone. Why isn't SRST information available for it?
Operations Manager tracks SRST information only for the IP phone MAC addresses and extensions that you supply. If you change MAC addresses and extensions, you should update the seed file and reimport the SRST information.
Posted: Tue Jun 13 15:16:40 PDT 2006
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