Cisco Systems OL-25111-01 manual

Americas Headquarters Cisco Systems, In c. 170 West Tasman Drive San Jose, CA 951 34-1706 USA http://www.ci sco.com Tel: 408 526-4000 800 553-NETS (638 7) Fax: 408 527-0883 Installation Guide f or Cisco Unif ied S er vice Monitor So ftw are R elease 8.6 Cisco Unified Communications Manag ement Suite Text Part Number: OL -25111-01[...]

THE SPECIFICATION S AND INFORMATION RE GARDING THE PRODU CTS IN THIS MANUAL ARE SUBJECT TO CHAN GE WITHOUT NOT ICE. ALL STATEMENTS , INFORMATION, AND RECOMMENDATI ONS IN THI S MANUAL ARE BE LIEVED TO BE A CCURATE BUT ARE PRESENTED WI THOUT WARRANTY OF ANY KIND, EX PRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIB ILITY FOR THEIR APPLICATION OF ANY P[...]

iii Installation Guide for Cisco Unified Service Monitor OL-25111-01 CONTENTS Preface vii Audience vii Conventi ons vii Product Documentation viii Related Documentation v iii Obtaining Documentation and Submitting a Serv ice Request ix ix CHAPTER 1 Prerequisites 1-1 Product Overview 1-1 Server and Client Syste m Requirements 1-2 Server Requirements[...]

Contents iv Installation Guide for Cisco Unified Service Monitor OL-25111-01 Preventing Extra Processin g After Upgrade 2-10 Configuring NTP 2-11 Upgrading to Service Monitor 8.6 2-11 Upgrading to Service Monitor 8.6 from 8.0 and 8.5 2-12 Adding Service Monitor to Unified Communications Manager 2-14 Performing Post-Upgra de Configuration for Cisco [...]

Contents v Installation Guide for Cisco Unified Service Monitor OL-25111-01 Verifying License Status B-1 Licensing Scenarios B-2 Licensing Messag es B-3 Licensing Process B-3 Obtaining a PAK B-4 Obtaining a License File B-4 Registering a License File with Service Monito r B-4 APPENDIX C Security Configur ation with Cisco Secure ACS C-1 Cisco Secure[...]

Contents vi Installation Guide for Cisco Unified Service Monitor OL-25111-01[...]

vii Installation Guide for Cisco Unified Service Monitor OL-25111-01 Preface This manual describes Cisco Unif ied Service Monit o r (Service Monitor) and provides instruct ions for installing and upgrad ing it. Audience The audience for this document includes: • IP communications and IP telephon y management personnel. • Administrati ve personn[...]

viii Installation Guide for Cisco Unified Service Monitor OL-25111-01 Preface Caution Means re a d e r b e c a re f u l . In this situation, you might do something that could result in equipmen t damage or loss of dat a. War ni ng This symbol means danger . Y ou are in a situation that could cause bodil y injury . Product Documentation Note W e som[...]

ix Installation Guide for Cisco Unified Service Monitor OL-25111-01 Preface Obtaining Documentation and Submitting a Service Request For info rmation on obtaining documentation, sub mitting a service request, and gatheri ng additional information, see the mont hly What’ s Ne w in Cisco Pr oduct Documentation , which also lists all ne w and re vis[...]

x Installation Guide for Cisco Unified Service Monitor OL-25111-01 Preface[...]

CH A P T E R 1-1 Installation Guide for Cisc o Unified Service Monit or OL-25111-01 1 Prerequisites • Product Ov erview , page 1-1 • Server and Client System Requir ements, page 1-2 • T erminal Server Suppo rt for W indo ws 2003 an d W indo ws 2008, page 1-7 • Port Usage, page 1-8 Product Overview Cisco Unif ied Service Monitor (Service Mon[...]

1-2 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Chapter 1 Prerequisites Server and Client System Requir ements Service Monitor 8.6 can be installed in two mo des—Enterprise Netw ork Deployment mode and Managed Service Pro vider (MSP) Network Deplo yment mode. Y ou can specify the mode that you need to use, when y ou install t[...]

1-3 Installation Guide for Cisc o Unified Service Monit or OL-25111-01 Chapter 1 Prerequisites Server and Client System Requireme nts T able 1-1 Server Requir ements for Serv ice Monitor Standalon e Installation Description Specifications System parameters Up to 1,000 phones Up to 10,000 phones Up to 30,000 phones Up to 45,000 phones Call rate (CDR[...]

1-4 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Chapter 1 Prerequisites Server and Client System Requir ements Note • If your bro wser is configur ed to use a proxy server for your LAN, Service Monitor cannot open some report windo ws. Disable proxy server sett ings in Internet Options. (From the Connections tab, click LAN Se[...]

1-5 Installation Guide for Cisc o Unified Service Monit or OL-25111-01 Chapter 1 Prerequisites Server and Client System Requireme nts VMware Guidelines Service Monitor support s VMware ESX 3.5 and ESXi 4.x. Service Monitor must hav e the same system resources a vai lable to it inside th e virtualization en vironment that it has for a standard (non [...]

1-6 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Chapter 1 Prerequisites Server and Client System Requir ements – Provisioning Manager • Each product in stalled on one virtual machine, supp ortin g up to 10,000 phones and 1,000 IP de vices. Note For more informat ion, see Best Pr actices for Cisco Unif ied Communi cation Sui[...]

1-7 Installation Guide for Cisc o Unified Service Monit or OL-25111-01 Chapter 1 Prerequisites Terminal Server Support fo r Windows 2003 and Windows 2008 Note Choosing a comple x address makes it less likely that you will choose an address being used b y another customer . This can pre v ent accidental licensing o verlap between different customers[...]

1-8 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Chapter 1 Prerequisites Port Usage The Local Security Policy windo w appears. Step 2 Click Local Polices > Security Options. Step 3 Select System cryptography : Use FIPS compliant algor ithms f or encryption, hashing, and signi ng . Step 4 Right-click the selected policy and cl[...]

1-9 Installation Guide for Cisc o Unified Service Monit or OL-25111-01 Chapter 1 Prerequisites Port Usage T able 1 -4 Common Services P ort Usag e Protocol Port Number Service Name TCP 23 T elnet. TCP 25 Simple Mail T ran sfer Protocol (SMTP). T C P 4 9 T AC AC S + an d AC S . UDP 69 T rivial Fil e T ransfer Protocol (TFTP). UDP 161 Simple Network [...]

1-10 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Chapter 1 Prerequisites Port Usage[...]

CH A P T E R 2-1 Installation Guide for Cisc o Unified Service Monit or OL-25111-01 2 Installing, Uninstalling, and Upgrading Service Monitor This section contains the following topics: • Preparing to Install Serv ice Monitor , page 2-1 • Installing Cisco Unif ied Service Mo nitor , page 2-4 • Starting Cisc o Unified Service Monitor, page 2-7[...]

2-2 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Chapter 2 Installing, Uninstallin g, and Upgrading Service Monitor Preparing to Insta ll Service Monitor Preparing the Server Note The system that you use for y our Service Monitor serv er should meet all the security guid elines that Microsoft recommends for W indo ws 2003 Server[...]

2-3 Installation Guide for Cisc o Unified Service Monit or OL-25111-01 Chapter 2 Insta lling, Uninstalling, and U pgrading Service Monitor Preparing to Install Service Monitor Read through the f ollo wing installati on notes: • Service Mo nitor is installe d in the default di rectory SystemD rive :Program FilesCSCOpx where SystemDrive is the W [...]

2-4 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Chapter 2 Installing, Uninstallin g, and Upgrading Service Monitor Installing Cisco Unifi ed Service Monitor 2. Use your system documentati on to config ure NT P on the Windo ws Server 2003 system where Service Monitor will b e installed. Conf igure NTP with the time serv er being[...]

2-5 Installation Guide for Cisc o Unified Service Monit or OL-25111-01 Chapter 2 Insta lling, Uninstalling, and U pgrading Service Monitor Installing Cisco Unified Service Monitor Note For instructio ns on obtaining a license f ile, see Licensing Process, page B -3 . The installation program checks t he name lookup and DHCP . If a static IP address[...]

2-6 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Chapter 2 Installing, Uninstallin g, and Upgrading Service Monitor Installing Cisco Unifi ed Service Monitor Step 12 Click Next . The Enter Admin P asswo rd window appears: a. Enter a passw ord for the admin user , confirm, and click Next . Note Note the password. Y ou will need i[...]

2-7 Installation Guide for Cisc o Unified Service Monit or OL-25111-01 Chapter 2 Insta lling, Uninstalling, and U pgrading Service Monitor Starting Cisco Unified Service Monitor b. Exclude the NMSR OO T databases director y from virus scanning. Problems can arise if database files are lock ed because of virus scanning. Note NMSR OO T is the direct[...]

2-8 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Chapter 2 Installing, Uninstallin g, and Upgrading Service Monitor Preparing to Upgrade to Service Monito r 8.6 • Planning for Data Migr ation and Migrating Call Dat a Before the Upgrade, page 2-9 • Deleting Cisco 104 0 Configurati on Files from TFTP Serv ers, page 2-10 • Pr[...]

2-9 Installation Guide for Cisc o Unified Service Monit or OL-25111-01 Chapter 2 Insta lling, Uninstalling, and U pgrading Service Monitor Preparing to Upgrade to Service Monitor 8.6 T o access the Common Services online he lp , you can use the following procedure: 1. Select Administration > Ser ver Administrat ion (Common Services) > Securit[...]

2-10 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Chapter 2 Installing, Uninstallin g, and Upgrading Service Monitor Preparing to Upgrade to Service Monito r 8.6 b. If you ha ve not already l ogged in to Cisco.com, log in. c. Click the Download Sof tware link. d. Follo w the on line instructions to select Cisco Unif ied Service [...]

2-11 Installation Guide for Cisc o Unified Service Monit or OL-25111-01 Chapter 2 Insta lling, Uninstalling, and U pgrading Service Monitor Upgrading to Service M onitor 8.6 Note Y ou can confi gure Unif ied Communication s Manager 7. x and later to not resen d data on failure. Fo r more information, see Unif ied Communi cations Manager Conf igurat[...]

2-12 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Chapter 2 Installing, Uninstallin g, and Upgrading Service Monitor Upgrading to Service Monitor 8.6 Upgrading to Service Monitor 8.6 from 8.0 and 8.5 Step 1 Make sure you have taken the appropriate steps to m ig rate the report data (also kno w as call data), see Planning for Dat[...]

2-13 Installation Guide for Cisc o Unified Service Monit or OL-25111-01 Chapter 2 Insta lling, Uninstalling, and U pgrading Service Monitor Upgrading to Service M onitor 8.6 Step 12 Select all radio b uttons. Click Next . The installation program checks dependencies and system requirem ents. The System Require ments windo w displays the results of [...]

2-14 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Chapter 2 Installing, Uninstallin g, and Upgrading Service Monitor Upgrading to Service Monitor 8.6 Step 15 Click OK on additional messages as the y are displayed to ensure that th e installation progresses: • Y ou will see a dialog box wi th the follo wing message displayed: B[...]

2-15 Installation Guide for Cisc o Unified Service Monit or OL-25111-01 Chapter 2 Insta lling, Uninstalling, and U pgrading Service Monitor Upgrading to Service M onitor 8.6 • User Name—Enter smuser . Note Do not enter any username other than smuser . • Passwo rd—Enter a password. Th e default passw ord is smuser . T o change this password:[...]

2-16 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Chapter 2 Installing, Uninstallin g, and Upgrading Service Monitor Upgrading to Service Monitor 8.6 Note Occasionally , updated binary image fil es might be released. For the names of suppo rted binary image files, see Cisco Unif ied Service Monito r 8.6 Compliance Matrix . c. Cl[...]

2-17 Installation Guide for Cisc o Unified Service Monit or OL-25111-01 Chapter 2 Insta lling, Uninstalling, and U pgrading Service Monitor Uninstalling and Reinst alling Service Mon itor MAC-Specific 1040 Sensor Configuration File—QOV001120FF CF18.CNF In a MA C-specif ic conf iguration f ile, the de fault ID, A000, ha s been replaced b y the sen[...]

2-18 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Chapter 2 Installing, Uninstallin g, and Upgrading Service Monitor Uninstalling and Reinst alling Service Monitor Reinstalling Service Monitor Note T o reinstall Service Monitor on a sy stem with Operations Manage r , yo u must reinstall both Operations Manager and Service Monito[...]

2-19 Installation Guide for Cisc o Unified Service Monit or OL-25111-01 Chapter 2 Insta lling, Uninstalling, and U pgrading Service Monitor Configuring Your System for SNMP Queries • If your disk space is less t han 73000 MB, you can continue with t he installation after reading th is message: Current disk space <nnnn> MB is less than Recom[...]

2-20 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Chapter 2 Installing, Uninstallin g, and Upgrading Service Monitor Configuring Your System fo r SNMP Queries Note W indo ws online help pro vides instructions for ad ding and removing W indo ws components, such as W indo ws SNMP service. T o locate the instructions, try selecting[...]

CH A P T E R 3-1 Installation Guide for Cisc o Unified Service Monit or OL-25111-01 3 Getting Started with Service Monitor This section contains the following topics: • Config uring Security , page 3-1 • Config uring Service Monitor , page 3-3 Configuring Security Service Monitor reli es on security that you conf ig ure using Common Services. T[...]

3-2 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Chapter 3 Getting Started with Service Monitor Configuring Security Configuring Users Usi ng the Common Services Local Login Module Step 1 Select Administration > Server Administration (Commo n Services) > Security > Lo cal User Setup . The Local User Setup page appears. [...]

3-3 Installation Guide for Cisc o Unified Service Monit or OL-25111-01 Chapter 3 Getting Started with Service Monitor Configuring Service Monitor Configuring Service Monitor The Service Monitor CDR Call Report reli es on system -def ined data and user-def ined dial plans. T o def ine dial plans—and call categ ories—see Conf iguring Call Classif[...]

3-4 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Chapter 3 Getting Started with Service Monitor Configuring Service Monitor[...]

A-1 Installation Guide for Cisco Unified Service Monitor OL-25111-01 APPENDIX A User Inputs for Installation, Reinstallation, and Upgrade This appendi x provides information on the user inputs during Service M onitor installa tion, reinstallation, and upgrad e. This appendix contain s: • User Inputs for T ypical Installation, page A-1 • User In[...]

A-2 Installation Guide for Cis co Unified Service Monitor OL-25111-01 Appendix A User Inputs for In stallation, Reinstallation , and Upgrade User Inputs for Custom Installation Ta b l e A - 2 lists information you need to enter during an upgrade installation in T ypical mode. Ta b l e A - 3 lists information you need to enter while reinstal ling in[...]

A-3 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Appendix A User Inputs for In stallation, Reinsta llation, and Upgrade User Inputs for Custom Installation Password for users admin and guest (Mandatory) No default values. Enter the admin and guest passwords. For more info rmation on passwords, see P assword Information . Passwor[...]

A-4 Installation Guide for Cis co Unified Service Monitor OL-25111-01 Appendix A User Inputs for In stallation, Reinstallation , and Upgrade User Inputs for Custom Installation Ta b l e A - 5 lists the information you must enter during an upgrade installation in Custom mode. Note If Service Statistics Manager is inst alled in your network and you c[...]

A-5 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Appendix A User Inputs for In stallation, Reinsta llation, and Upgrade User Inputs for Custom Installation Ta b l e A - 6 lists the information you must enter while reinstalling i n Custom mode. Note If you ha ve Service Stati stics Manager installed and you change either of the f[...]

A-6 Installation Guide for Cis co Unified Service Monitor OL-25111-01 Appendix A User Inputs for In stallation, Reinstallation , and Upgrade User Inputs for Custom Installation Password for System Identity account (Mandatory) Y ou can change the passwords for the Sy stem Identity account. T o keep the existing passw ords, lea ve the f ields blank. [...]

A-7 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Appendix A User Inputs for In stallation, Reinsta llation, and Upgrade Password Information Password Information This topic pro vides information on the use of passwords during i nstallation. It contai ns: • Passwo rd Rules for a Ne w Installation, page A-7 • Fixing Problems T[...]

A-8 Installation Guide for Cis co Unified Service Monitor OL-25111-01 Appendix A User Inputs for In stallation, Reinstallation , and Upgrade Password Information Password Rules for an Upgrade Installation During an upgra de installation, the casuser password i s requested; other passwords are retai ned. Password Rules for Reinstallation The follo w[...]

A-9 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Appendix A User Inputs for In stallation, Reinsta llation, and Upgrade Password Information Common Services Guest Password When entering the password for the Common Services guest account, us e a min imum of fi v e characters. Use this password to log into the Common Services se r[...]

A-10 Installation Guide for Cis co Unified Service Monitor OL-25111-01 Appendix A User Inputs for In stallation, Reinstallation , and Upgrade Password Information Step 3 Enter the ne w password for username . Step 4 Start the daemon manager b y entering th e follo wing at the command pr ompt: net start crmdmgtd Changing the Admin Password from Comm[...]

A-11 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Appendix A User Inputs for In stallation, Reinsta llation, and Upgrade Password Information[...]

A-12 Installation Guide for Cis co Unified Service Monitor OL-25111-01 Appendix A User Inputs for In stallation, Reinstallation , and Upgrade Password Information[...]

B-1 Installation Guide for Cisco Unified Service Monitor OL-25111-01 APPENDIX B Licensing This appendix pro vides licensin g information for Ci sco Unified Service Monitor (Ser vice Monitor). It contains the follo wing sections: • Licensing Overview , page B-1 • Licensing Process, page B-3 Licensing Overview Service Monitor features software -b[...]

B-2 Installation Guide for Cis co Unified Service Monitor OL-25111-01 Appendix B Licensin g Licensing Overview Note T o vie w the installed softw are version, select the About link in the upper -righ t corner of the Service Monitor home page . Licensing Scenarios Ta b l e B - 1 describes what to do in dif ferent scenarios if you do not hav e a lice[...]

B-3 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Appendix B Licensing Licensing Process Licensing Messages If you ha ve instal led the e valuat ion version of Servi ce Monitor, you must ob tain the license fi le from Cisco.com to co ntinue to use the pr oduct after the 90-da y e valuation period. For details, see Licensing Proce[...]

B-4 Installation Guide for Cis co Unified Service Monitor OL-25111-01 Appendix B Licensin g Licensing Process Obtaining a PAK The P AK is located on the software claim certif icate. The software clai m certif icat e is a vail able in one of these ways: • If your order incl uded hardware, a printed so ftware claim certif icate is included in the p[...]

B-5 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Appendix B Licensing Licensing Process b. Click the Update button. The Select License File dialog box appears. c. Browse to and select the license file: – Click the Browse but to n. – Browse to the location where you c opied the lic ense f ile in Step 1 . – Select the licens[...]

B-6 Installation Guide for Cis co Unified Service Monitor OL-25111-01 Appendix B Licensin g Licensing Process[...]

C-1 Installation Guide for Cisco Unified Service Monitor OL-25111-01 APPENDIX C Security Configuration with Cisco Secure ACS T o configure Service Monitor to use Cisco Secure A CS for authentication a nd autho rization, work through these to pics in order: • Cisco Secure A CS Support , page C-1 • Service Monitor Int egration Notes, page C-1 •[...]

C-2 Installation Guide for Cis co Unified Service Monitor OL-25111-01 Appendix C Security Conf iguration with Cisco Secu re ACS Common Services Local Login Module Authentication Roles Note The Service Monitor inte gration with Cisco Secure A C S does not enable you to selecti v ely f ilter out specific de vices. F or example, a user in a role th at[...]

C-3 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Appendix C Security Configuration with Cisco Secure ACS Configuring the System Ident ity User in Common Services Configuring the System Identity User in Common Services Before you inte grate the Service Monitor serv er with Cisco Se cure A CS, ensu re that you create and assign al[...]

C-4 Installation Guide for Cis co Unified Service Monitor OL-25111-01 Appendix C Security Conf iguration with Cisco Secu re ACS Changing the AAA Mode to ACS in Common Services For details abo ut how to per form each of the pre vious tasks, see the Common Services on line help . Changing the AAA Mode to ACS in Common Services Before you perform this[...]

C-5 Installation Guide for Cisco Unified Service Monitor OL-25111-01 Appendix C Security Configuration with Cisco Secure ACS Assigning Roles to Users and Us er Groups in Cisco Secure ACS Step 8 Restart the daemon manager for th e changes to take ef fect. From the co mmand line, enter these commands: net stop crmdmgtd net start crmdmgt d Registering[...]

C-6 Installation Guide for Cis co Unified Service Monitor OL-25111-01 Appendix C Security Conf iguration with Cisco Secu re ACS Verifying the Service Monitor and Cisco Secure A CS Configuration For e xample, if your pri vile ge is Help Desk, then: – Y ou should be able to vie w the Ci sco 1040s that are managed b y Service Monitor. – Y o u shou[...]

IN-1 Installation Guide for Cisco Unified Service Monitor OL-25111-01 INDEX A AAA mode 3-1 ACS mode authentication 3-1 user roles and privileges, configuring C-5 audience for this document vii authentication ACS mode 3-1 Local RBAC mode 3-1 B backup proced ure 2-8 C call classification data configuring in Service Monito r 3-3 recording from Servi c[...]

Index IN-2 Installation Guide for Cisco Unified Service Monitor OL-25111-01 obtaining B-4 registering B-4 PAK, obtaining B-4 process B-3 scenarios B-2 status, verifying B-1 locale setti ng 2-2 M MAC address, importance of static B-4 N non-ACS mode authentication 3-1 CiscoWorks Local Login module 3-2 users, configuring 3-2 NTP configur ation 2-3 P P[...]

Index IN-3 Installation Guide for Cisco Unified Service Monitor OL-25111-01[...]

Index IN-4 Installation Guide for Cisco Unified Service Monitor OL-25111-01[...]