NetIQ AppManager for Call Data Analysis Management Guide

Management Guide
NetIQ® AppManager® for
Call Data Analysis
January 2018
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Contents
About this Book and the Library
About NetIQ Corporation
5
7
1 Introducing AppManager for Call Data Analysis
1.1
1.2
1.3
1.4
1.5
1.6
9
What is AppManager for Call Data Analysis?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Module Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Understanding Data from Cisco Unified Communications Manager . . . . . . . . . . . . . . . . . . . . . . . . . 11
Understanding Data from H.323 Gateways . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Understanding Data from Unified Communications Manager Express Routers . . . . . . . . . . . . . . . . 13
Counting AppManager Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
2 Installing AppManager for Call Data Analysis
2.1
2.2
2.3
2.4
2.5
2.6
2.7
2.8
2.9
2.10
2.11
2.12
2.13
2.14
15
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Supported Data Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Installing the Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Deploying the Module with Control Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Silently Installing the Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Configuring Security Manager Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Discovering Call Data Analysis Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Configuring Required Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Upgrading Knowledge Script Jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Configuring a SQL Server on a cluster to create a Data Source and its associated Data Mart . . . . . 27
Connecting to a Unified Communications Manager 4.x Data Source . . . . . . . . . . . . . . . . . . . . . . . . 28
Importing Data from Backup Call Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Filtering Data with the Data Warehouse Variables Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Uninstalling the Call Data Analysis Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
3 CallData Knowledge Scripts
3.1
3.2
3.3
3.4
3.5
3.6
3.7
3.8
3.9
3.10
3.11
3.12
3.13
3.14
3.15
3.16
3.17
33
AddDataSource_CiscoCallMgr . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
AddDataSource_CiscoCM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
AddDataSource_H323RADIUS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
CancelDataCollection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
CCME_GetConfig . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
ChangeReportingState. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
ChangeSchedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
ConfigureCallTypes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
DataCollectionStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
ExecuteDataCollection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
RemoveDataSource . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Report_CallAuthorization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Report_CallCompletionRate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Report_CallDetail_CiscoCallMgr . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Report_CallDetail_H323Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Report_CallFailureCauses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Report_CallJitter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Contents
3
3.18
3.19
3.20
3.21
3.22
3.23
3.24
3.25
3.26
3.27
3.28
3.29
3.30
3.31
Report_CallJitterLoss . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Report_CallMOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Report_CallPacketLoss . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Report_CallQualityByPhone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Report_CallSuccessRate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Report_CallTraffic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Report_CallVolume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Report_CallVolumeEDS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Report_CCME_StatsByEPhone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Report_CCME_Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Report_FrequentlyCalledNumbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Report_GatewayDialPeers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Report_TrunkGroupByHour . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Report_UnusedPhones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
4 Troubleshooting AppManager for Call Data Analysis
4.1
4.2
4.3
4.4
4.5
4.6
4.7
4.8
4.9
4.10
4
Contents
129
Call Data Analysis Module Installed on Repository Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Checking Log Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Knowledge Scripts Do Not Appear in CallData Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Data Mart Files Not Removed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Next Run Date is Unavailable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
No RADIUS Records Sent from Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Data Collection for Cisco Unified Communications Manager Data Source Fails . . . . . . . . . . . . . . . 131
A Data Mart is No Longer Accessible . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Unable to Connect to an Existing Data Mart After Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
CDA Data Mart or Data Warehouse Fails to Connect to Call Manager Data Source. . . . . . . . . . . . 133
About this Book and the Library
The NetIQ AppManager product (AppManager) is a comprehensive solution for managing,
diagnosing, and analyzing performance, availability, and health for a broad spectrum of operating
environments, applications, services, and server hardware.
AppManager provides system administrators with a central, easy-to-use console to view critical
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automate routine tasks, and gather performance data for real-time and historical reporting and
analysis.
Intended Audience
This guide provides information for individuals responsible for installing an AppManager module and
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Other Information in the Library
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Installation Guide for AppManager
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User Guide for AppManager Control Center
Provides complete information about managing groups of computers, including running jobs,
responding to events, creating reports, and working with Control Center. A separate guide is
available for the AppManager Operator Console.
Administrator Guide for AppManager
Provides information about maintaining an AppManager management site, managing security,
using scripts to handle AppManager tasks, and leveraging advanced configuration options.
Upgrade and Migration Guide for AppManager
Provides complete information about how to upgrade from a previous version of AppManager.
Management guides
Provide information about installing and monitoring specific applications with AppManager.
Help
Provides context-sensitive information and step-by-step guidance for common tasks, as well as
definitions for each field on each window.
The AppManager library is available in Adobe Acrobat (PDF) format from the AppManager
Documentation page of the NetIQ Web site.
About this Book and the Library
5
6
About this Book and the Library
About NetIQ Corporation
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Our Philosophy
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About NetIQ Corporation
7
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8
About NetIQ Corporation
1
Introducing AppManager for Call Data
Analysis
1
This chapter introduces AppManager for Call Data Analysis and provides an overview of the module
and its architecture.
1.1
What is AppManager for Call Data Analysis?
Many Voice over IP (VoIP) systems produce records about the calls they process. These records are
known as call detail records (CDRs) and usually contain at least the following information:
 Call origination
 Call destination
 Call duration
 Call termination status (successful or unsuccessful)
Many VoIP systems also provide information about the quality of the calls they process. This
information is contained in the same CDRs as mentioned above, or in separate CDRs. Call quality
information can include such metrics as jitter and latency, as well as the number of packets sent,
received, and lost.
AppManager for Call Data Analysis enables you to collect CDR data in a centralized repository. You
use Knowledge Scripts to create and schedule reports that analyze the telephony traffic represented
by the gathered data.
AppManager for Call Data Analysis supports CDRs produced by the following sources:
 Cisco Unified Communications Manager (once known as Cisco CallManager), which stores
CDRs in a database called the Publisher
 Cisco H.323 gateways
 Cisco Unified Communications Manager Express routers
1.2
Module Architecture
The Call Data Analysis module uses a SQL Server database called the Data Warehouse, which is
called NQCDA_Warehouse by default. The Data Warehouse provides the central view of the collected
data and has links to the Data Mart databases. Running the Discovery_CallDataAnalysis Knowledge
Script creates the Data Warehouse. For more information about running the Discovery script, see
Section 2.7, “Discovering Call Data Analysis Resources,” on page 21.
A Data Source, such as a Cisco Unified Communications Manager Publisher, generates the raw call
data records (CDRs). Each time you add a Data Source, Call Data Analysis creates a corresponding
Data Mart database. A Data Mart is a SQL Server database, and it can reside on the same computer
as the Data Warehouse or on its own computer. The Data Mart holds all of the configuration and CDR
information it retrieves from the Data Source. A one-to-one correspondence exists between the Data
Mart and the source from which it collects data. The data collection occurs according to a schedule
you set when you run a CallData_AddDataSource Knowledge Script.
Introducing AppManager for Call Data Analysis
9
Data is collected from the Data Source by a SQL agent job running on the Data Mart computer. The
SQL job makes use of SQL Server Integration Services (SSIS) to extract the configuration and call
detail information from the Data Source and load it into the Data Mart database. All processing of the
data, such as determining the call type, is performed on the Data Mart computer, and does not affect
your Data Source.
The following diagram presents a sample deployment of the Call Data Analysis module, using a pair
of Cisco Unified Communications Manager Publishers as Data Sources and a pair of Unified
Communications supplemental databases for processing the CDRs:
When the Data Mart is on a separate computer, that computer must have a supported version of SQL
Server installed; however, it does not need to have the NetIQ AppManager agent or the AppManager
for Call Data Analysis module installed.
You can have multiple Data Warehouses, in which each provides a view into its own set of Data
Sources. If you have multiple Data Warehouses, install the AppManager for Call Data Analysis
module on each Data Warehouse computer.
AppManager for Call Data Analysis provides a variety of reports for viewing the collected data. When
you run a CallData Report Knowledge Script, the Report agent retrieves the data from the Data
Warehouse, rather than from the AppManager repository, which is the norm for other AppManager
modules. The Data Warehouse database contains SQL stored procedures used by the CallData
Report scripts and provides a consolidated picture of the data using SQL views that point to the Data
Mart databases.
10
Introducing AppManager for Call Data Analysis
Because CallData Report scripts use Windows authentication to access the Data Warehouse, the
AppManager Client Resource Monitor (netiqmc) service on the Report agent computer must be
running under an account that has permissions on the Data Warehouse.
1.3
Understanding Data from Cisco Unified
Communications Manager
AppManager for Call Data Analysis analyzes call activity for Cisco Unified Communications Manager
version 5.x or later by means of the CiscoCM supplemental database. Cisco Unified Communications
Manager 4.x does not use a supplemental database to process the CDRs.
The supplemental database is a SQL Server database you create as part of the monitoring functions
for the AppManager for Cisco Unified Communications Manager module. AppManager for Call Data
Analysis was designed to analyze the CDRs pushed to a supplemental database.
The Unified Communications Manager primary server pushes CDRs, which are flat files, to a folder
on the AppManager for Cisco Unified Communications Manager (CiscoCM) proxy computer. From
there, the CiscoCM_CDR_RetrieveCallRecords Knowledge Script retrieves the CDRs and saves
them to tables in the Cisco CM supplemental database, from which Call Data Analysis can retrieve
the data you requested. You can have more than one supplemental database on the CiscoCM proxy
computer, and a one-to-one correspondence exists between each supplemental database and each
CiscoCM publisher.
The AppManager for Call Data Analysis module requires the Unified Communications Manager
configuration information retrieved by the CiscoCM_CDR_RetrieveConfigData Knowledge Script and
stored in the supplemental database.
Run the CiscoCM_CDR_RetrieveConfigData and CiscoCM_CDR_RetrieveCallRecords scripts at
least once before attempting to analyze data with the Call Data Analysis module. The supplemental
database is not populated until you run these two scripts.
By default, the CiscoCM_CDR_RetrieveConfigData Knowledge Script runs daily at 1 AM, and the
CiscoCM_CDR_RetrieveCallRecords Knowledge Script populates the supplemental database every
five minutes. However, Call Data Analysis needs the configuration data before it can begin analyzing
the CDR data in the supplemental database. Consider the schedule for the
CiscoCM_CDR_RetrieveConfigData Knowledge Script when you set the Configure Data Source
Schedule parameters for the AddDataSource_CiscoCM Knowledge Script.
1.4
Understanding Data from H.323 Gateways
The CDRs from Cisco H.323 gateways are sent to a RADIUS server. RADIUS (Remote
Authentication Dial-In User Services) is a standard security protocol based on clients and servers that
provide authentication, authorization, and accounting (aaa) services.
AppManager employs Microsoft Internet Authentication Service (IAS) as a RADIUS server. The IAS/
RADIUS server collects the call detail stop records the gateways send for each leg of a call. For more
information, see Section 2.8.1, “Internet Authentication Service (IAS),” on page 22.
If you are using Windows Server 2008 or Windows Server 2008 R2 and want to set up a Cisco router
as a RADIUS client, you first have to configure Network Policy Server (NPS). For more information,
see Section 2.8.2, “Network Policy Server (NPS),” on page 23.
A call leg is a logical connection between the gateway and either a telephony endpoint (PSTN) or an
IP endpoint. The call legs are always labeled from the point of view of the gateway. Each call
processed through a gateway consists of one or more call legs.
Introducing AppManager for Call Data Analysis
11
As illustrated in the following diagram, a call comes in from the PSTN to the originating gateway,
which then initiates a connection into the IP network. A call from the IP network comes into the
terminating gateway, which then initiates a connection to the PSTN.
I
The following summarize the call legs in a standard call:
 A call from the PSTN to an IP phone normally has two call legs: Answer/Telephony and
Originate/VoIP, which are call legs 1 and 2 in the diagram.
 A call from an IP phone to the PSTN normally has two call legs: Answer/VoIP and Originate/
Telephony, which are call legs 3 and 4 in the diagram.
 A call that traverses the IP network in a toll-bypass scenario (as shown above) has four call legs.
 Gateways generate CDRs for each call leg, resulting in multiple records per call.
 Gateways generate start records at the beginning of a call and stop records when the call is
terminated. AppManager uses only stop records; it does not use data from calls that are in
progress.
 VoIP quality statistics are available only from the VoIP legs of a call.
Call leg records are sent from the gateways to the RADIUS server (IAS), which in turn writes them to
log files. AppManager employs SQL SSIS to import the data from the files into the Data Mart. As part
of this process, AppManager correlates all the legs belonging to the same call to produce a single
“flattened” call detail record for each call.
When the Data Mart is on a separate computer, that computer does not need to have the
AppManager agent or the Call Data Analysis managed object installed. However, it must have SQL
Server and the CallDataXForm COM object installed, as well as Windows Server 2003 and IAS.
12
Introducing AppManager for Call Data Analysis
To install the CallDataXForm COM object, copy and then run CDA_StandaloneDatamartSetup.exe
on the Data Mart computer. You can find CDA_StandaloneDatamartSetup.exe in the
AppManager\bin\CDAfiles folder on the Data Warehouse computer.
1.5
Understanding Data from Unified Communications
Manager Express Routers
The process of retrieving CDRs from Cisco Unified Communications Manager Express routers is
similar to that of retrieving CDRs from Cisco H.323 gateways, with several distinct differences.
Communications Manager Express routers generate call legs for calls to and from Cisco IP phones.
Communications Manager Express considers these IP phones (or ephones) to be virtual voice ports
(EFXS) and generates telephony call legs for them.
CDRs do not contain VoIP quality statistics for local calls between two Communications Manager
Express phones or for calls incoming/outgoing between the PSTN and a Communications Manager
Express phone.
CDRs do contain VoIP quality statistics for the call leg between the gateway and the remote IP media
for incoming/outgoing calls between a Communications Manager Express phone and the IP cloud.
AppManager enables additional reporting on calls from Communications Manager Express phones
by using configuration information retrieved directly from the Communications Manager Express
router. The CCME_GetConfig Knowledge Script retrieves the configuration information using the
Communications Manager Express AXL interface. The script then stores the information in tables in
the Data Mart.
AppManager uses the configuration information when processing new CDRs from Communications
Manager Express to provide correlation between the Communications Manager Express virtual voice
port and the phone’s device name and IP address. This same configuration information is required by
the Report_CCME_StatsByEPhone and Report_UnusedPhones Knowledge Scripts. In fact, you must
run CCME_GetConfig before you can run the StatsByEPhone report and before using the
UnusedPhones report to summarize unused Communications Manager Express phones.
1.6
Counting AppManager Licenses
AppManager for Call Data Analysis consumes one license per phone, as reported by the
AppManager for Cisco Unified Communications Manager module and the AppManager for Cisco
Unified Communications Manager Express module.
Introducing AppManager for Call Data Analysis
13
14
Introducing AppManager for Call Data Analysis
2
Installing AppManager for Call Data
Analysis
2
This chapter lists system requirements and describes how to install AppManager for Call Data
Analysis.
This chapter assumes you have AppManager installed. For more information about installing
AppManager or about AppManager system requirements, see the Installation Guide for AppManager,
which is available on the AppManager Documentation page.
2.1
System Requirements
For the latest information about supported software versions and the availability of module updates,
visit the AppManager Supported Products page. Unless noted otherwise, this module supports all
updates, hotfixes, and service packs for the releases listed below.
AppManager for Call Data Analysis has the following system requirements:
Software/Hardware
Version
NetIQ AppManager installed on the
AppManager repository (QDB) computer,
on all console computers, and on all agent
computers
8.0.3, 8.2, 9.1, or later
One of the following AppManager agents are required:
 AppManager agent 7.0.4 with hotfix 72616 or later
 AppManager agent 8.0.3, 8.2, 9.1, or later
Microsoft operating system installed on the One of the following:
AppManager repository (QDB) computer,
 Windows 10 (32-bit or 64-bit)
on all console computers, and on all
AppManager agents
 Windows Server 2016
 Windows Server 2012 R2
 Windows Server 2012
 Windows Server 2008 R2
 Windows Server 2008 (32-bit or 64-bit)
 Windows 7 (32-bit or 64-bit)
Installing AppManager for Call Data Analysis
15
Software/Hardware
Version
Microsoft SQL Server installed on the Data One of the following:
Warehouse and Data Mart computers
 SQL Server 2016, with Microsoft SQL Server Integration
Services.
 SQL Server 2014, with Microsoft SQL Server Integration
Services.
 SQL Server 2012, with Microsoft SQL Server Integration
Services.
 SQL Server 2008 R2, with Microsoft SQL Server Integration
Services.
Notes
 The Extraction, Transformation, and Loading (ETL) process
requires a minimum disk space of 1 GB on the drive where
the Data Mart is located.
 This module supports named instances of SQL Server as
well as cluster nodes.
NetIQ AppManager for Cisco Unified
Communications Manager
Required for monitoring CDRs produced by Cisco Unified
Communications Manager version 5.x through 8.6
Microsoft .NET Framework installed on the
agent computers
4.0 or later
Microsoft SQL Server Native Client
11.0
NOTE: The Microsoft SQL Server Native Client (sqlncli.msi) 11.0
is available as part of Microsoft SQL Server 2012 Feature Pack.
SQL Client Tools SDK on the agent
computers
The version of SQL Client Tools SDK on the agent computers
must be same as the corresponding SQL Servers hosting the
Data Mart databases.
NOTE: You can install Client Tools SDK from the Microsoft SQL
Server iso file by running the Setup wizard.
2.2
Supported Data Sources
AppManager for Call Data Analysis supports CDRs produced by several Data Sources:
 Cisco Unified Communications Manager versions 8.6, 8.5, 8.0, 7.1(2), 7.0, 6.x, 5.x, 4.x
 Cisco H.323 gateways (using IOS aaa accounting and Microsoft IAS RADIUS server)
 Cisco Unified Communications Manager Express routers versions 4.x, and 3.x (using IOS aaa
accounting and Microsoft IAS RADIUS server)
Although AppManager provides consolidated enterprise-level views of CDR data from different Data
Sources, the CDRs themselves and the way they are produced vary by Data Source.
16
Installing AppManager for Call Data Analysis
2.3
Installing the Module
Run the module installer only once on any computer. The module installer automatically identifies and
updates all relevant AppManager components on a computer.
Access the AM70-CallDataAnalysis-7.x.x.0.msi module installer from the
AM70_CallDataAnalysis_7.x.x.0.exe self-extracting installation package on the AppManager
Module Upgrades & Trials page.
For Windows environments where User Account Control (UAC) is enabled, install the module using
an account with administrative privileges. Use one of the following methods:
 Log in to the server using the account named Administrator. Then run
AM70-CallDataAnalysis_7.x.x.0.msi from a command prompt or by double-clicking it.
 Log in to the server as a user with administrative privileges and run
CallDataAnalysis.x.x.0.msi as an administrator from a command prompt. To open a
command-prompt window at the administrative level, right-click a command-prompt icon or a
Windows menu item and select Run as administrator.
You can install the Knowledge Scripts into local or remote AppManager repositories (QDBs). Install
these components only once per QDB.
The module installer now installs Knowledge Scripts for each module directly into the QDB instead of
to the \AppManager\qdb\kp folder as in previous releases of AppManager.
2.3.1
Manually Installing the Module
You can install the module manually, or you can use Control Center to deploy the module on a remote
computer where an agent is installed. For more information, see Section 2.4, “Deploying the Module
with Control Center,” on page 19. However, if you do use Control Center to deploy the module,
Control Center only installs the agent components of the module. The module installer installs the
QDB and console components as well as the agent components on the agent computer.
To install the module manually:
1 Double-click the module installer.msi file.
2 Accept the license agreement.
3 Review the results of the pre-installation check. You can expect one of the following three
scenarios:
 No AppManager agent is present. In this scenario, the pre-installation check fails, and the
installer does not install agent components.
 An AppManager agent is present, but some other prerequisite fails. In this scenario, the
default is to not install agent components because of one or more missing prerequisites.
However, you can override the default by selecting Install agent component locally. A
missing application server for this particular module often causes this scenario. For
example, installing the AppManager for Microsoft SharePoint module requires the presence
of a Microsoft SharePoint server on the selected computer.
 All prerequisites are met. In this scenario, the installer will install the agent components.
4 To install the Knowledge Scripts into the QDB:
4a Select Install Knowledge Scripts to install the repository components, including the
Knowledge Scripts, object types, and SQL stored procedures.
4b Specify the SQL Server name of the server hosting the QDB, as well as the case-sensitive
QDB name.
Installing AppManager for Call Data Analysis
17
5 If you use Control Center 7.x, run the module installer for each QDB attached to Control
Center.
6 If you use Control Center 8.x or later, run the module installer only for the primary QDB, and
Control Center will automatically replicate this module to secondary QDBs.
7 Run the module installer on all console computers to install the Help and console extensions.
8 If the Data Mart is not located on the Data Warehouse computer, run
CDA_StandaloneDatamartSetup.exe on the H.323 RADIUS Data Mart computer. You can find
this file in \Program Files\NetIQ\AppManager\bin\CDAFiles. Do not take this step if the Data
Mart and Data Warehouse are on the same computer or if you will not use an H.323 RADIUS
Data Source.
9 If you have not discovered Call Data Analysis resources, run the
Discovery_CallDataAnalysis Knowledge Script on the Data Warehouse computer. For more
information, see Section 2.7, “Discovering Call Data Analysis Resources,” on page 21.
NOTE: If you are upgrading from version 7.4, you will need to perform additional steps to ensure
that the Data Warehouse is properly configured for this version of the module, 7.5. For more
information, see Section 2.3.2, “Upgrading from Version 7.4 of the Module,” on page 18.
10 Run the Discovery_ReportAgent Knowledge Script to display all of the Report Knowledge
Scripts on the CallData tab.
11 If you are using Cisco Unified Communications Manager 4.x as a Data Source, ensure
AppManager can connect to it. For more information, see Section 2.11, “Connecting to a Unified
Communications Manager 4.x Data Source,” on page 28.
12 If you are using Cisco H.323 gateways as Data Sources, configure Microsoft Internet
Authorization Service (IAS) on each Data Mart computer. For more information, see
Section 2.8.1, “Internet Authentication Service (IAS),” on page 22.
13 For all Data Sources, ensure proper permissions have been set to allow AppManager to access
the data you want to collect. For more information, see Section 2.8, “Configuring Required
Services,” on page 22.
14 Run AddDataSource_CiscoCallMgr, AddDataSource_H323RADIUS, or
AddDataSource_CiscoCM to enable data collection.
15 To get the updates provided in this release, upgrade any running Knowledge Script jobs. For
more information, see Section 2.6, “Configuring Security Manager Settings,” on page 20.
After the installation has completed, the CallDataAnalysis_Install.log file, located in the
\NetIQ\Temp\NetIQ_Debug\<ServerName> folder, lists any problems that occurred.
2.3.2
Upgrading from Version 7.4 of the Module
If you are upgrading from the previous release, version 7.4, you will need to perform additional steps
to ensure that the Data Warehouse is properly configured for this version of the module, 7.5.
To upgrade from version 7.4 to version 7.5:
1 Start the upgrade by double-clicking the AM70-CallDataAnalysis-7.x.x.0.msi module
installer file. For more information, see Section 2.3, “Installing the Module,” on page 17.
2 Propagate Knowledge Script changes. For more information, see Section 2.9.2, “Propagating
Knowledge Script Changes,” on page 26.
18
Installing AppManager for Call Data Analysis
3 Run the Discovery_CallDataAnalysis Knowledge Script again on all Call Data Analysis agents,
leaving the Database name parameter set to the default of NQCDA_Warehouse. For more
information, see Section 2.7, “Discovering Call Data Analysis Resources,” on page 21.
4 You are now ready to run the AppManager for Call Data Analysis Knowledge Scripts and reports
for this release.
2.4
Deploying the Module with Control Center
You can use Control Center to deploy the module on a remote computer where an agent is installed.
This topic briefly describes the steps involved in deploying a module and provides instructions for
checking in the module installation package. For more information, see the Control Center User
Guide for AppManager, which is available on the AppManager Documentation page.
2.4.1
Deployment Overview
This section describes the tasks required to deploy the module on an agent computer.
To deploy the module on an agent computer:
1 Verify the default deployment credentials.
2 Check in an installation package.
3 Configure an email address to receive notification of a deployment.
4 Create a deployment rule or modify an out-of-the-box deployment rule.
5 Approve the deployment task.
6 View the results.
2.4.2
Checking In the Installation Package
You must check in the installation package, AM70-CallDataAnalysis-7.x.x.0.xml, before you can
deploy the module on an agent computer.
To check in a module installation package:
1 Log on to Control Center using an account that is a member of a user group with deployment
permissions.
2 Navigate to the Deployment tab (for AppManager 8.x) or Administration tab (for AppManager
7.x).
3 In the Deployment folder, select Packages.
4 On the Tasks pane, click Check in Deployment Packages (for AppManager 8.x) or Check in
Packages (for AppManager 7.x).
5 Navigate to the folder where you saved AM70-CallDataAnalysis-7.x.x.0.xml and select the
file.
6 Click Open. The Deployment Package Check in Status dialog box displays the status of the
package check in.
Installing AppManager for Call Data Analysis
19
2.5
Silently Installing the Module
To silently (without user intervention) install a module using the default settings, run the following
command from the folder in which you saved the module installer:
msiexec.exe /i "AM70-CallDataAnalysis-7.x.x.0.msi" /qn
where x.x is the actual version number of the module installer.
To create a log file that describes the operations of the module installer, add the following flag to the
command noted above:
/L* "AM70-CallDataAnalysis-7.x.x.0.msi.log"
The log file is created in the folder in which you saved the module installer.
2.6
Configuring Security Manager Settings
To avoid an error message when running the Discovery_CallDataAnalysis script or the
CallData_AddDataSource scripts, use AppManager Security Manager to store the SQL user name
and password information for each SQL Server hosting a Call Data Analysis agent. You also need to
create Security Manager entries for each SQL Server you are using, including the Data Source, Data
Warehouse, and Data Mart.
Security Manager entries are only required if you add a name in the SQL username parameter in the
Discovery_CallDataAnalysis script and the CallData_AddDataSource scripts. If you leave the SQL
username parameter blank, Call Data Analysis will use Windows authorization, and you do not need
to create Security Manager entries.
If the Data Warehouse and Data Mart are located in the same SQL Server instance, the Call Data
Analysis agent can use the same SQL user name from the Security Manager settings to access both
databases.
If the Data Warehouse, Data Mart, and Data Sources are on different SQL Servers, create separate
Security Manager entries for the following:
 The Data Warehouse
 Every Data Mart, each of which may be on a different server
 Every Data Source, each of which may be on a different server, and that server does not need to
be the same server as the Data Mart server
On the Custom tab in Security Manager, complete the following fields for each SQL Server you are
using for this module:
Field
Description
Label
Specify the SQL Server name and the instance name of the SQL Server
hosting the Call Data Analysis agent or the Data Warehouse, the Data Mart,
or the Data Source database.
sql$<sql server virtual server or cluster name>
For example, type sql$HOUSERVER22\CLUSTER
20
Sub-Label
Specify the SQL Server username.
Value 1
Specify the SQL Server password.
Installing AppManager for Call Data Analysis
2.7
Field
Description
Value 2
Leave this field blank.
Value 3
Leave this field blank.
Extended application support
Select this option to encrypt the new password in Security Manager. This
option is required.
Discovering Call Data Analysis Resources
Use the Discovery_CallDataAnalysis Knowledge Script to identify Call Data Analysis resources for
reporting on call detail records (CDRs).
This Knowledge Script creates the SQL Data Warehouse if one does not exist, or updates the Data
Warehouse and associated security parameters if the warehouse has previously been created.
Because this script accesses the Data Warehouse, you can supply a SQL username to use SQL
authentication, or leave the parameter blank to use Windows authentication. The Data Warehouse
provides the central view of the collected data, and has links to the Data Mart databases.
This script always raises an event if discovery fails. You can also enable events to notify you if
discovery succeeds or if it is partially successful. By default, this script runs once.
Set the following parameters as needed:
Parameter
How to Set It
SQL Data Warehouse Access
Data Warehouse SQL Server and Specify the SQL Server name and the instance name of the SQL Server
instance name (leave blank for
hosting the Data Warehouse. You can leave this parameter blank to use the
local server default instance)
local server default instance.
If you want the Data Warehouse to be on the local computer, but in a
named instance, specify the full name of the SQL server and the instance
name, such as HOUSERVER22\INST2008.
If you put in only the instance name (INST2008 in the above example), it
will be interpreted as being the SQL server name and the process will fail.
Database name
Specify the name of the database for the Data Warehouse. The default is
NQCDA_Warehouse.
SQL username (leave blank for
Windows authentication)
Specify the SQL username required for access to the Data Warehouse
computer. Leave this field blank to use Windows authentication.
NOTE: To use a specific SQL Server login account, use AppManager
Security Manager to update the AppManager repository with the SQL
Server logins you want to use.
Event Notification
Raise event if discovery
succeeds?
Select Yes to raise an event when discovery is successful. The default is
unselected. This Knowledge Script always raises an event when discovery
fails.
Event severity when discovery
succeeds
Set the severity level, from 1 to 40, to reflect the importance of an event in
which discovery succeeds. The default is 25.
Installing AppManager for Call Data Analysis
21
2.8
Parameter
How to Set It
Raise event if discovery
partially succeeds?
This Knowledge Script always raises an event when discovery fails. Select
Yes to raise an event when discovery is partially successful. The default is
Yes.
Event severity when discovery
partially succeeds
Set the severity level, from 1 to 40, to reflect the importance of an event in
which discovery partially succeeds. The default is 15.
Event severity when discovery
fails
Set the severity level, from 1 to 40, to reflect the importance of an event in
which discovery fails. The default is 5.
Configuring Required Services
Several services and functions of the Call Data Analysis module require special database
permissions or configuration. Unless specified, all permission and configuration requirements apply
to all Data Source types.
2.8.1
Internet Authentication Service (IAS)
If you are using Cisco H.323 gateways as Data Sources, configure Microsoft Internet Authentication
Service (IAS) on each Data Mart computer. IAS is a Windows component that provides a RADIUS
server, which AppManager uses to receive the RADIUS accounting records sent by a Cisco H.323
gateway.
If you are using Windows Server 2008 or Windows Server 2008 R2, see the following procedure
about Network Policy Server (NPS), which replaces IAS for those operating systems.
To configure IAS on the Data Mart computer:
1 Ensure IAS is installed on the Data Mart computer.
2 Navigate to the Control Panel, double-click Administrative Tools, and then double-click
Internet Authentication Service.
3 Right-click Internet Authentication Service and select Properties.
4 Click the Ports tab.
Although RADIUS in general can provide authentication as well as accounting, AppManager is
interested only in the accounting part for purposes of analyzing call data.
By default, UDP ports 1813 and 1646 are specified. UDP port 1813 is the RADIUS standard,
although many network access servers use port 1646. If you make a change, your list of ports
must include the port configured on the network access server (gateway).
5 Click OK.
6 Right-click RADIUS Clients and select New RADIUS Client.
7 In the Friendly name field, type the client-friendly name of the RADIUS client (gateway) that will
send accounting records to IAS.
8 In the Client address field, type the client’s IP address or DNS name. The IP address must
match the IP address the gateway will actually use when sending the RADIUS records. It may
not be the same as the IP address you get by doing a DNS lookup on the gateway name.
9 Click Next.
10 In the Client-Vendor field, select the vendor of your RADIUS client: RADIUS Standard or
Cisco. AppManager does not support the other client-vendor options.
22
Installing AppManager for Call Data Analysis
11 In the Shared secret and Confirm shared secret fields, type the password that matches the
RADIUS secret configured on the gateway.
NOTE: Do not select Request must contain the Message Authenticator attribute.
12 Click Finish.
13 Repeat steps 5-12 to add a client for each gateway that will send RADIUS records.
14 Select Remote Access Logging. In the right pane, right-click Local File, and select Properties.
15 On the Settings tab, select Accounting requests.
16 On the Log File tab, in the Directory field, type or Browse to the log output folder.
17 Select IAS as the log format type.
NOTE: You must use IAS format because it provides full access to the Vendor-Specific
Attributes contained in the RADIUS record. AppManager does not support logs files written with
the Database compatible file format.
18 Select Daily as the new log time period.
19 Click OK.
2.8.2
Network Policy Server (NPS)
If you are using Windows Server 2008 or Windows Server 2008 R2 and want to set up a Cisco router
as a RADIUS client, you first have to configure Network Policy Server (NPS). NPS is a replacement
for Internet Authentication Service (IAS), which was available in Windows Server 2003.
To configure NPS on the Data Mart computer:
1 On the Data Mart computer, open Server Manager and click Add Roles.
2 On the Select Server Roles page of the Add Roles wizard, select Network Policy and Access
Services and click Next.
3 On the Select Role Services page of the Add Roles wizard, select Network Policy Server and
click Next.
4 On the Confirmation page of the Add Roles wizard, click Install.
5 After the role is installed, navigate to the Control Panel.
6 Double-click Administrative Tools, and then double-click Network Policy Server.
7 Right-click NPS and select Properties.
8 Click the Ports tab. Although RADIUS can provide authentication as well as accounting,
AppManager is interested only in the accounting part for purposes of analyzing call data.
9 Specify a port number as needed. By default, UDP ports 1813 and 1646 are specified for
accounting. UDP port 1813 is the RADIUS standard, although many network access servers use
port 1646. If you make a change, your list of ports must include the port configured on the
network access server (gateway).
10 Click OK.
11 Right-click RADIUS Clients and select New RADIUS Client.
12 In the Friendly name field, type the client-friendly name of the RADIUS client (gateway) that will
send accounting records to NAS.
Installing AppManager for Call Data Analysis
23
13 In the Address field, type the client IP address or DNS name. The IP address must match the IP
address the gateway will actually use when sending the RADIUS records. It may not be the
same as the IP address you get by doing a DNS lookup on the gateway name.
14 In the Vendor name field, select the vendor of your RADIUS client: RADIUS Standard or Cisco.
AppManager does not support any other client-vendor options.
15 In the Shared secret and Confirm shared secret fields, type the password that matches the
RADIUS secret configured on the gateway.
NOTE
 Do not select Access-Request messages must contain the Message Authenticator
attribute.
 Do not select Radius client is NAP-capable.
16 Click Finish.
17 Repeat steps 7-16 to add a client for each gateway that will send RADIUS records.
18 Select Accounting. In the right pane, right-click Configure Local File Logging.
19 On the Log File tab, specify the location of the log output folder in the Directory field.
20 Select IAS as the log format type.
21 Select Daily as the new log time period.
22 Click OK.
23 Right-click NPS and select Start NPS service.
2.8.3
IOS aaa Accounting
In order for Cisco H.323 gateways to send RADIUS records, enable IOS aaa accounting on the
gateway’s router. For details, see your Cisco documentation.
The following IOS commands are relevant to AppManager for Call Data Analysis:
 aaa new-model; initiates the AAA script
 aaa accounting connection h323 stop-only radius
 gw-accounting aaa; enables gateway-specific accounting
 acct-template callhistory-detail (under gw-accounting-aaa); sends all voice VendorSpecific Attributes (VSAs) for accounting. By default, all voice VSAs are not sent, so RADIUS
records will not include such statistics as lost-packets and late-packets unless you issue this IOS
command.
 radius-server host N.N.N.N auth-port 1645 acct-port 1813
 radius-server key <XXX>
 radius-server vsa send accounting
24
Installing AppManager for Call Data Analysis
2.8.4
Client Resource Monitor Service
The AppManager Client Resource Monitor service (netiqmc) has different authentication
requirements for the Data Warehouse computer and the Report agent computer.
 The netiqmc service on the Data Warehouse computer accesses the Data Warehouse and the
Data Marts. It will use either Windows authentication or SQL authentication, depending on what
you choose in the CallData_AddDataSource and Discovery_CallDataAnalysis Knowledge
Scripts.
If the Data Warehouse and Data Mart databases are located on the same computer and you
choose Windows authentication, the service may run as Local System. If the Data Warehouse
and Data Mart databases are located on different computers and you choose Windows
authentication, the netiqmc service must be running as an account that has administrative
privileges for both the local SQL Server and the SQL Server on the remote Data Mart computer.
 The netiqmc service on the Report agent computer uses Windows authentication to access
SQL Server on the Data Warehouse computer. The netiqmc service should be running under a
user account that has access to the NQCDA_Warehouse database on the Data Warehouse
computer.
2.8.5
SQLSERVERAGENT Service
The SQLSERVERAGENT service on the Data Mart computer accesses the Data Warehouse and the
Data Source. You can specify one type of authentication for accessing the Data Warehouse and a
different type of authentication for accessing the Data Source. You specify which authentication to
use in the AddDataSource_CiscoCallMgr and AddDataSource_CiscoCM Knowledge Scripts. Use
AppManager Security Manager to update the authentication information.
The SQLSERVERAGENT service should be running under a user account that has access to the Data
Warehouse database (NQCDA_Warehouse). Do not configure the service under the Local System
account unless NQCDA_Warehouse and the Data Mart are on the same computer.
Cisco Unified Communications Manager version 4.x does not permit connections to SQL Server
using SQL authentication. You must connect using Windows authentication. For more information,
see Section 2.11, “Connecting to a Unified Communications Manager 4.x Data Source,” on page 28.
The SQLSERVERAGENT authentication requirement applies only to environments using Cisco Unified
Communications Manager as a Data Source.
2.9
Upgrading Knowledge Script Jobs
This release of AppManager for Call Data Analysis may contain updated Knowledge Scripts. You can
push the changes for updated scripts to running Knowledge Script jobs in one of the following ways:
 Use the AMAdmin_UpgradeJobs Knowledge Script.
 Use the Properties Propagation feature.
Installing AppManager for Call Data Analysis
25
2.9.1
Running AMAdmin_UpgradeJobs
The AMAdmin_UpgradeJobs Knowledge Script can push changes to running Knowledge Script jobs.
Your AppManager repository (QDB) must be at version 7.0 or later. In addition, the repository computer
must have hotfix 72040 installed, or the most recent AppManager Repository hotfix. To download the
hotfix, see the AppManager Suite Hotfixes Web page.
Upgrading jobs to use the most recent script version allows the jobs to take advantage of the latest
script logic while maintaining existing parameter values for the job.
For more information, see the Help for the AMAdmin_UpgradeJobs Knowledge Script.
2.9.2
Propagating Knowledge Script Changes
You can propagate script changes to jobs that are running and to Knowledge Script Groups, including
recommended Knowledge Script Groups and renamed Knowledge Scripts.
Before propagating script changes, verify that the script parameters are set to your specifications.
Customized script parameters may have reverted to default parameters during the installation of the
module. New parameters may need to be set appropriately for your environment or application.
You can choose to propagate only properties (specified in the Schedule and Values tabs), only the
script (which is the logic of the Knowledge Script), or both. Unless you know specifically that changes
affect only the script logic, you should propagate both properties and the script.
For more information about propagating Knowledge Script changes, see the “Running Monitoring
Jobs” chapter of the Operator Console User Guide for AppManager.
Propagating Changes to Ad Hoc Jobs
You can propagate the properties and the logic (script) of a Knowledge Script to ad hoc jobs started
by that Knowledge Script. Corresponding jobs are stopped and restarted with the Knowledge Script
changes.
To propagate changes to ad hoc Knowledge Script jobs:
1 In the Knowledge Script view, select the Knowledge Script for which you want to propagate
changes.
2 Click Properties propagation > Ad Hoc Jobs.
3 Select the components of the Knowledge Script that you want to propagate to associated ad hoc
jobs:
26
Select
To propagate
Script
The logic of the Knowledge Script.
Properties
Values from the Knowledge Script Schedule and Values tabs, such as schedule,
monitoring values, actions, and advanced options.
Installing AppManager for Call Data Analysis
Propagating Changes to Knowledge Script Groups
You can propagate the properties and logic (script) of a Knowledge Script to corresponding
Knowledge Script Group members.
After you propagate script changes to Knowledge Script Group members, you can propagate the
updated Knowledge Script Group members to associated running jobs. For more information, see
“Propagating Changes to Ad Hoc Jobs” on page 26.
To propagate Knowledge Script changes to Knowledge Script Groups:
1 In the Knowledge Script view, select the Knowledge Script Group for which you want to
propagate changes.
2 On the KS menu, select Properties propagation > Ad Hoc Jobs.
3 If you want to exclude a Knowledge Script member from properties propagation, deselect
that member from the list in the Properties Propagation dialog box.
4 Select the components of the Knowledge Script that you want to propagate to associated
Knowledge Script Groups:
Select
To propagate
Script
The logic of the Knowledge Script.
Properties
Values from the Knowledge Script Schedule and Values tabs, including the
schedule, actions, and Advanced properties.
5 Click OK. Any monitoring jobs started by a Knowledge Script Group member are restarted with
the job properties of the Knowledge Script Group member.
2.10
Configuring a SQL Server on a cluster to create a
Data Source and its associated Data Mart
If you want to run AddDataSource_CiscoCallMgr, AddDataSource_CiscoCM, or
AddDataSource_H323RADIUS to create a corresponding Data Source and its Data Mart on a SQL
Server on a cluster environment for the first time, then perform the following steps on the SQL Server
before running the Knowledge Script:
1 Install the SQL Server Integration Services.
2 Go to the DTS\Binn folder in the SQL Server installation folder and locate the
MsDtsSrvr.ini.xml file. For example:
 On a SQL Server 2012 computer, the MsDtsSrvr.ini.xml file is located in
SQL_Server_installation_folder\110\DTS\Binn folder.
 On a SQL Server 2014 computer, the MsDtsSrvr.ini.xml file is located in
SQL_Server_installation_folder\120\DTS\Binn folder.
 On a SQL Server 2016 computer, the MsDtsSrvr.ini.xml file is located in
SQL_Server_installation_folder\130\DTS\Binn folder.
3 Open the MsDtsSrvr.ini.xml file in a notepad and specify one of the following based on the
scenario:
 If the Data Mart Virtual SQL Server is a named instance, then specify the
servername\instance within the <ServerName></ServerName> tag as follows:
Installing AppManager for Call Data Analysis
27
<ServerName>virtual_sql_server\instance</ServerName>
The instance refers to the server instance on which the Data Mart is created.
 If the Data Mart Virtual SQL Server is a default instance, then specify the instance name
within the <ServerName></ServerName> tag as follows:
<ServerName>virtual_sql_server</ServerName>
4 Restart the SQL Server Integration Services.
NOTE: This configuration need to be performed only once before running the Knowledge Script for
the first time on a SQL Server on a cluster.
2.11
Connecting to a Unified Communications Manager
4.x Data Source
Cisco Unified Communications Manager version 4.x does not permit connections to SQL Server
using SQL authentication. You must connect using Windows authentication.
Before running the AddDataSource_CiscoCallMgr Knowledge Script, take the following steps to grant
the minimum permissions that allow the Call Data Analysis module to function properly.
2.11.1
Setting Permissions on the Communications Manager
Server
Use the following steps to create a user account that has minimal permissions on the CallManager
server. The new account can access only specific databases in SQL Server, and has read-only
permission. It cannot change data and has no other authority on the CallManager server.
To set permissions on the CallManager server:
1 Navigate to the Control Panel, double-click Administrative Tools, and then double-click
Computer Management.
2 Expand Local Users and Groups and click Users.
3 In the right pane, right-click anywhere and select New User.
4 Type the user name and password of the user for whom you are setting permissions.
5 Ensure the User must change password at next logon option is not selected.
6 Click Create and then click Close.
7 Start the Microsoft SQL Server Enterprise Manager application.
8 In the left pane, expand Microsoft SQL Servers > SQL Server Group > [local computer
name] (Windows NT) > Security > Logins.
9 In the right pane, right-click anywhere and select New Login.
10 In the Name field, select the name you added in steps 3 - 6.
11 Click Add and then click OK.
12 In the New Login dialog box, select Windows Authentication.
13 On the Database Access tab, select the options in the Permit column for the following
databases:
 master
28
Installing AppManager for Call Data Analysis
 CDR
 All databases that begin with “CCM”
For each database you permit, select db_datareader in the Permit in Database Role list.
14 Click OK.
2.11.2
Setting Permissions on the Data Mart Computer
Use the following steps to set SQL Server Agent logon permissions for the same user account you
created in Section 2.11.1, “Setting Permissions on the Communications Manager Server,” on
page 28. Ensure you secure the password so no unauthorized person can log onto the Data Mart
computer using the new account.
To set permissions on the Data Mart computer:
1 In Control Panel, double-click Administrative Tools, and then double-click Computer
Management.
2 Expand Local Users and Groups and click Users.
3 In the right pane, right-click anywhere and select New User.
4 Type the user name and password of the user for whom you are setting permissions.
5 Ensure the User must change password at next logon option is not selected.
6 Click Create and then click Close.
7 In the left pane of the Computer Management window, click Groups, and then double-click
Administrators in the right pane.
8 Click Add, select the new user name from the list, and then click OK.
9 Navigate to the Control Panel, double-click Administrative Tools, and then double-click
Services.
10 Double-click SQLSERVERAGENT, and then click the Log On tab in the Properties dialog box.
11 Select This account and then click Browse.
12 In the list of names, double-click the new user name.
13 Type the new password in the Password and Confirm password fields, and then click OK.
14 In the Services window, right-click SQLSERVERAGENT and select Restart.
2.12
Importing Data from Backup Call Records
You can import data from backup call records into the Call Data Analysis Data Mart. This is a two-step
process that requires you to configure settings in AppManager for Cisco Unified Communications
Manager (CiscoCM) as well as AppManager for Call Data Analysis.
To configure AppManager for Cisco CM so you can import backup call records:
1 In Control Center or Operator Console, stop any CiscoCM_CDR_RetrieveCallRecords jobs that
are currently running and retrieving call records for Cisco Unified Communications Manager.
2 In SQL Server Management Studio, navigate to Tables under the relevant CiscoCM
supplemental database and open the Variables table.
Installing AppManager for Call Data Analysis
29
3 In the CDR_DaysToKeep row, set the value in the iValue column to the number of days prior to
the current date from which you wish to import data. For example, if this value is 30, the
CiscoCM_CDR_RetrieveCallRecords Knowledge Script will process all CDR and CMR data
from 30 days ago, up to the present day.
4 Click in any other row to save the updated value in the database.
5 Copy the archived CDR and CMR files to the directory that is processed by the
CiscoCM_CDR_RetrieveCallRecords job.
6 In Control Center or Operator Console, run the CiscoCM_CDR_RetrieveCallRecords job with
the schedule set to Run once.
NOTE: If you are importing a large quantity of archived call data, you may need to increase the
SQL timeout settings in the CiscoCM_CDR_RetrieveCallRecords script. The default timeout is
set to 300 seconds (5 minutes), but this can be adjusted by editing the
PRM_SQL_COMMAND_TIMEOUT parameter in the script. You can only edit this value in the
code of the script itself. The timeout parameter is not visible in the Operator Console or Control
Center.
7 After all records have been processed, reset the value of the iValue column in the
CDR_DaysToKeep row of the Variables table back to its original value.
8 Restart the CiscoCM_CDR_RetrieveCallRecords jobs that you stopped in Step 1.
To configure AppManager for Call Data Analysis so you can import backup call records:
1 In SQL Server Management Studio, navigate to Tables under the relevant CDA Data Mart.and
open the Variables table.
2 In the Initial Load row, set the value in the iValue column to the number of days prior to the
current date from which you wish to import data.
3 Click in any other row to save the value in the database.
4 In the Variables table, navigate to the Load Historical Data row and set the value in the sValue
column to TRUE.
5 Click in any other row to save the value in the database.
NOTE: This value is always reset to FALSE following the next execution of the ETL job,
regardless of whether the ETL job is launched manually or at its next scheduled iteration.
6 In Control Center or Operator Console, run the CallData_ExecuteDataCollection Knowledge
Script to start the ETL job that extracts and transfers data from the CiscoCM supplemental
database to the Data Mart. Any data in the supplemental database that has previously been
imported will not be re-imported, so you will not have duplicate data.
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Installing AppManager for Call Data Analysis
2.13
Filtering Data with the Data Warehouse Variables
Table
This release includes a new Variables table in the Data Warehouse that is similar to the Variables
table in the Data Marts. This table contains values that are used when generating Call Data Analysis
reports to automatically filter out bad data. For example, a Mean Opinion Score (MOS) is only allowed
to be in the range of 1 through 5. If you get a call record from Cisco with a MOS value of 100, you will
probably want to ignore that data point in the report.
The default filter or cutoff values for the Variables table in the Data Warehouse are:
Filter Type
Minimum
Maximum
Packets (Sent/Received/Lost/Discarded)
0
10000000
Jitter
0
120000 ms
Latency
0
120000 ms
MOS (Average/Minimum/Maximum/Last)
1
5
R-value
1
100
Calculated Planning Impairment Factor
(ICPIF)
0
60
The Variables table contains these rows:
 ReportFilter_Max_NumberPacketsSent
 ReportFilter_Min_NumberPacketsSent
 ReportFilter_Max_NumberPacketsReceived
 ReportFilter_Min_NumberPacketsReceived
 ReportFilter_Max_NumberPacketsLost
 ReportFilter_Min_NumberPacketsLost
 ReportFilter_Max_NumberPacketsDiscarded
 ReportFilter_Min_NumberPacketsDiscarded
 ReportFilter_Max_Jitter
 ReportFilter_Min_Jitter
 ReportFilter_Max_Latency
 ReportFilter_Min_Latency
 ReportFilter_Max_MOS
 ReportFilter_Min_MOS
 ReportFilter_Max_RValue
 ReportFilter_Min_RValue
 ReportFilter_Max_ICPIF
 ReportFilter_Min_ICPIF
You can modify any of these values as needed. Each of these values applies globally to all related
reports. These values do not alter the data collected, and they are only used for reporting.
If you find that a report is not filtering data correctly, you can edit the cutoff values in the Variables
table and run the report again, with no change to the original data from Cisco.
The reports affected by these changes are:
 Report_CallDetails
 Report_CallDetails_H323Gateway
 Report_CallJitter
 Report_CallJitterLoss
Installing AppManager for Call Data Analysis
31
 Report_CallMOS
 Report_CallPacketLoss
 Report_CallQualityByPhone
 Report_GatewayDialPeers
2.14
Uninstalling the Call Data Analysis Module
Use the Add or Remove Programs option or the Programs and Features option from the Control
Panel to uninstall this module.
When you uninstall Call Data Analysis, the following actions occur:
 For each Data Mart added to the agent’s Data Warehouse, all SQL Server Agent jobs are
disabled, but not removed.
NOTE: The Data Mart databases are not deleted. If you no longer want these databases, you
must remove them manually using SQL Server.
 The Call Data Analysis managed object is unregistered, and the qCallDataa4.dll is removed.
 The Call Data Analysis files and the folder in which they live (C:\Program
Files\NetIQ\AppManager\bin\CDAfiles) are removed.
 All registry keys associated with the Call Data Analysis module are removed.
To uninstall the Call Data Analysis module:
1 Stop the NetIQ AppManager Client Resource Monitor (netiqmc) service.
2 From a command prompt, navigate to the C:\Program files\NetIQ\AppManager\bin folder.
3 Run Uninstall_CallDataAnalysis.exe.
4 Delete Uninstall_CallDataAnalysis.exe to completely remove all files associated with the
module.
NOTE: If you do not completely remove all files associated with the module, when you next try to
install the module, your computer may determine the Call Data Analysis module is already
installed and reinstall it, rather than proceeding with a fresh installation.
5 Restart the NetIQ AppManager Client Resource Monitor (netiqmc) service.
32
Installing AppManager for Call Data Analysis
3
CallData Knowledge Scripts
3
AppManager provides the following Knowledge Scripts. From the Knowledge Script view of Control
Center, you can access more information about any NetIQ-supported Knowledge Script by selecting
it and clicking Help. In the Operator Console, click any Knowledge Script in the Knowledge Script
pane and press F1.
Knowledge Script
What It Does
AddDataSource_CiscoCallMgr
Adds a Unified Communications Manager version 4.x Data Source
and its associated Data Mart.
AddDataSource_CiscoCM
Adds a Unified Communications Manager Data Source (version 5 or
later) and its associated Data Mart.
AddDataSource_H323RADIUS
Adds an H.323 RADIUS Data Source and its associated Data Mart.
CancelDataCollection
Cancels the current execution of data collection.
CCME_GetConfig
Retrieves configuration information from one or more
Communications Manager Express devices.
ChangeReportingState
Changes the state of a Data Mart to be included in or excluded from
reporting.
ChangeSchedule
Changes, deactivates, or reactivates the data collection schedule
associated with a Data Source.
ConfigureCallTypes
Configures the rules by which the Call Data Analysis module
classifies the types of calls each CDR contains.
DataCollectionStatus
Checks the status of the last data collection job performed against a
Data Source.
ExecuteDataCollection
Performs on-demand data collection regardless of the collection
schedule.
RemoveDataSource
Removes a Data Source and its associated Data Mart.
Report_CallAuthorization
Summarizes the number and duration of calls that used a Forced
Authorization Code or a Client Matter Code.
Report_CallCompletionRate
Summarizes the completion rate of calls recorded with the selected
Data Source. The call completion rate takes into account failed calls
and abandoned calls.
Report_CallDetail_CiscoCallMgr
Summarizes details for calls that match criteria you specify for a
selected Communications Manager. Call details can include time,
calling number, and called number.
Report_CallDetail_H323Gateway
Summarizes details for calls that match criteria you specify for a
selected gateway. Call details can include time, calling number, and
called number.
Report_CallFailureCauses
Analyzes the failure causes for calls that match criteria you specify.
Report_CallJitter
Categorizes calls as having good, acceptable, or poor jitter based on
thresholds you specify.
CallData Knowledge Scripts
33
3.1
Knowledge Script
What It Does
Report_CallJitterLoss
Categorizes jitter loss percentages as good, acceptable, or poor
based on thresholds you specify.
Report_CallMOS
Categorizes calls as having good, acceptable, or poor MOS or Rvalue based on thresholds you specify.
Report_CallPacketLoss
Categorizes calls as having good, acceptable, or poor packet loss
based on thresholds you specify.
Report_CallQualityByPhone
Identifies the directory numbers that are experiencing problems with
call quality, such as jitter and packet loss.
Report_CallSuccessRate
Summarizes the success rate of calls recorded with the selected
Data Source. A successful call is determined by the call’s disconnect
cause code.
Report_CallTraffic
Summarizes call traffic based on call type.
Report_CallVolume
Summarizes the number and duration of calls recorded with the
selected Data Source.
Report_CallVolumeEDS
Summarizes the number and duration of calls recorded with the
selected Data Source.
Report_CCME_StatsByEPhone
Summarizes call statistics per Communications Manager Express
ephone.
Report_CCME_Summary
Summarizes call statistics per Communications Manager Express
gateway.
Report_FrequentlyCalledNumbers
Summarizes phone numbers called frequently during a specified
time range.
Report_GatewayDialPeers
Summarizes call statistics for POTS and VoIP dial peers for the
gateways included in the report.
Report_TrunkGroupByHour
Summarizes the trunk group or gateway volume by hour for the
selected Communications Manager cluster or H.323 RADIUS Data
Source.
Report_UnusedPhones
Creates a list of unused phones based on phones registered to the
selected Data Source.
AddDataSource_CiscoCallMgr
Use this Knowledge Script to add a Cisco Unified Communications Manager version 4.x Data Source.
With this script, you configure the Data Source and its collection schedule, the associated Data Mart,
and access to the Data Warehouse. This script raises an event if a Data Source is added
successfully, if the Data Mart server is inaccessible, if warnings are raised during an attempt to add a
Data Source, and if a Data Source is not added.
This script creates the Data Mart, which is the container for all configuration and CDR information it
gathers from the Data Source according to a schedule you determine.
AppManager needs to wait for the Communications Manager Publisher to receive the CDRs for
completed calls from the Subscribers and push them into the CDR database. This buffer time is one
hour. Therefore, after a call completes, you need to wait a minimum of one hour before the call is
available for collection.
34
CallData Knowledge Scripts
NOTE: After you run AddDataSource_CiscoCallMgr, press F5 to refresh AppManager and display the
other Knowledge Scripts available in the AppManager for Call Data Analysis module.
3.1.1
Prerequisite
Set Windows authentication permissions on the Communications Manager server and the Data Mart
computer.
3.1.2
Resource Object
Call Data server
3.1.3
Default Schedule
By default, this script runs once.
3.1.4
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Configure Data Source
Server name
Specify the computer name of the Communications Manager Publisher that
will be the source of the CDR data.
SQL username (blank for
Windows authentication)
Specify the SQL username required to access the Communications Manager
Publisher. Leave this field blank to use Windows authentication.
SQL password
Specify the SQL password associated with the username you entered in the
previous parameter.
Configure Data Source Schedule
Data source schedule type
Select the frequency with which you want the Data Mart to collect data from
the Data Source: Daily or Hourly. The default is Daily.
Daily start time - Run daily at
If you selected Daily above, select the time of day at which you want data
collected. Select from a list of hours based on a 24-hour clock. For instance,
select 0100 for 1:00 AM. or select 1300 for 1:00 PM. The default is 0400.
Notes
 No matter what start time you select, AppManager needs to wait for the
Communications Publisher to receive the CDRs for completed calls
from the Subscribers and populate them into the CDR database. This
buffer time is 1 hour. Therefore, after a call completes, you will need to
wait a minimum of 1 hour before the call is available for collection. For
instance, if you select 0400, data is collected up through 0300 to ensure
no data is missed if the Communications Manager database is behind in
writing its CDRs.
 If you have multiple Data Sources, you may want to stagger your data
collection times in order to balance the load on the Data Warehouse.
CallData Knowledge Scripts
35
Parameter
How to Set It
Hourly time interval - Run every If you selected Hourly above, select the interval at which you want data
n hours
collected, such as every 2 hours or every 8 hours. The default is 12 hours.
Notes
 No matter what start time you select, AppManager needs to wait for the
Communications Manager Publisher to receive the CDRs for completed
calls from the Subscribers and populate them into the CDR database.
This buffer time is 1 hour. Therefore, after a call completes, you will
need to wait a minimum of 1 hour before the call is available for
collection. For instance, perhaps you select every 2 hours, and the
script collects data at 2 PM, 4 PM, and 6 PM. At 2 PM, data is gathered
from 11 AM to 1 PM; at 4 PM, data is gathered from 1 PM to 3 PM; and
at 6 PM, data is gathered from 3 PM to 5 PM to ensure no data is
missed if the Communications Manager database is behind in writing its
CDRs.
 If you have multiple Data Sources, you may want to stagger your data
collection times in order to balance the load on the Data Warehouse.
Data Collection
Initially load n days of data
Specify the number of days’ worth of accumulated data you want the Data
Mart to collect during its first instance of data collection. The default is 7 days’
worth of data.
Start data collection
immediately?
Select Yes if you want the Data Mart to collect data immediately, rather than
waiting for the first scheduled collection. The default is unselected.
The first time the data collection job runs, it collects data for the past n days.
When deciding whether to start data collection immediately, consider the
impact the first, possibly large, data collection might have on your
Communications Manager Publisher computer. You should perform the initial
collection at an off-peak time.
Start SQL Server Agent if it is
stopped? (Supported on local
Data Mart Server only)
Select Yes to start SQL Server Agent. SQL Server Agent must be running in
order for data collection tasks to be performed. The default is unselected.
Keep data for n months
Specify the number of months’ worth of collected data you want to keep in the
database on the Data Mart. The data for the current month is always kept in
the database. Therefore, if you choose to keep one month’s worth of data,
and it is December, the database will retain the data for December and
November.
Customize SQL Server
Access Configuration For
Data Mart?
Select Yes to customize the SQL Server access configuration for the Data
Mart. You will then need to specify the name of the Data Mart server in the
Server name parameter below.
NOTE: This feature is supported only when the Call Data Analysis agent and
the SQL Server that hosts the Data Mart are on the same computer.
If you do not select Yes, the Data Mart database will be created on the same
SQL Server instance as the Data Warehouse.
36
Server name
Specify the name of the server on which the Data Mart database will be
created.
SQL username (blank for
Windows authentication)
Specify the SQL username required to access the Data Mart server. Leave
this field blank to use Windows authentication.
CallData Knowledge Scripts
Parameter
How to Set It
Database name (blank for
default)
Specify a name for the Data Mart database. Leave this field blank to use the
default Data Mart database name.
Customize SQL Server
Access Configuration for
Data Warehouse?
Select Yes if you want to customize the SQL username.
SQL username (blank for
Windows authentication)
Specify the username required to access the SQL Server running on the Data
Warehouse FROM the local NetIQ agent (netiqmc service) AND the SQL
Server agent service running on the Data Mart computer. Leave this field
blank to use Windows authentication.
NOTE: If you leave this field blank, and the Data Mart is not located on the
Data Warehouse computer, verify the SQLSERVERAGENT service on the Data
Mart computer is running as a user that has access to the Data Warehouse
database.
Event Notification
3.2
Raise event if job succeeds?
Select Yes to raise an informational event when the AddDataSource job is
successful. The default is Yes.
Event severity when job
succeeds
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the AddDataSource job is successful. The default is 25.
Event severity when data mart
server inaccessible
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the Data Mart server is inaccessible. The default is 10.
Event severity for warnings
Set the severity level, from 1 to 40, to reflect the importance of warnings
raised during an attempt to add a Data Source. The default is 20.
Event severity when job fails
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the AddDataSource job fails. The default is 5.
AddDataSource_CiscoCM
Use this Knowledge Script to add a Cisco Unified Communications Manager (version 5 or later) Data
Source. With this script, you configure the Data Source and its collection schedule, the associated
Data Mart, and access to the Data Warehouse. This script raises an event if a Data Source is added
successfully, if the Data Mart server is inaccessible, if warnings are raised during an attempt to add a
Data Source, and if a Data Source is not added.
This script creates the Data Mart, which is the container for all configuration and CDR information it
gathers from the Data Source according to a schedule you determine.
AppManager needs to wait for the Communications Manager primary server to push the CDRs to the
Cisco CM managed object computer, and then for the CiscoCM_CDR_RetrieveCallRecords
Knowledge Script to insert them into the Cisco CM supplemental database. To help ensure that all
data is available, Call Data Analysis does not retrieve any call information within the past hour.
Therefore, after a call completes, you need to wait a minimum of one hour before the call’s CDR is
available for collection.
NOTE: After you run AddDataSource_CiscoCM, press F5 to refresh AppManager and display the
other Knowledge Scripts available in the Call Data Analysis module.
CallData Knowledge Scripts
37
3.2.1
Prerequisites
 Using the AppManager for Cisco Unified Communications Manager module, run the
CiscoCM_SetupSupplementalDB Knowledge Script to create the Cisco CM supplemental
database.
 Using the AppManager for Cisco Unified Communications Manager module, run the
CiscoCM_CDR_RetrieveConfigData and CiscoCM_CDR_RetrieveCallRecords Knowledge
Scripts to populate the supplemental database with configuration and call data from
Communications Manager. After the supplemental database is populated, you can report on the
data using the wide variety of Report Knowledge Scripts provided by AppManager for Call Data
Analysis.
3.2.2
Resource Object
Call Data server
3.2.3
Default Schedule
By default, this script runs once.
3.2.4
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Configure Data Source
Primary Cisco Unified
CallManager Server
Specify the computer name of the Communications Manager primary server
that is the source of the CDA data stored in the Cisco CM supplemental
database. The computer name you specify for this parameter must match the
cluster name on the root CiscoCM object in the TreeView.
Supplemental database SQL
Server
Specify the computer name of the SQL Server computer that houses the
Cisco CM supplemental database.
SQL username
Specify the SQL username required to access the Cisco CM supplemental
database. Leave this field blank to use Windows authentication.
Configure Data Source Schedule
Data source schedule type
38
CallData Knowledge Scripts
Select the frequency with which you want the Data Mart to collect data from
the Data Source: Daily or Hourly. The default is Daily.
Parameter
How to Set It
Daily start time - Run daily at
If you selected Daily above, select the time of day at which you want data
collected. Select from a list of hours based on the 24-hour time system. For
instance, select 0100 for 1:00 AM or select 1300 for 1:00 PM. The default is
0400.
Notes
 No matter what start time you select, AppManager needs to wait for the
Communications Manager primary server to push the CDRs to the
Cisco CM managed object computer, and then for the
CDR_RetrieveCallRecords script to insert them into the Cisco CM
supplemental database. This buffer time is one hour. Therefore, after a
call completes, you will need to wait a minimum of one hour before the
CDR is available for collection. For instance, if you select 0400, data is
collected up through 0300 to ensure no data is missed if the primary
server is behind in writing its CDRs.
 If you have multiple Data Sources, you may want to stagger your data
collection times in order to balance the load on the Data Warehouse.
Hourly time interval - Run every If you selected Hourly above, select the interval at which you want data
n hours
collected, such as every 2 hours or every 8 hours. The default is 12 hours.
Notes
 No matter what start time you select, AppManager needs to wait for the
Communications Manager primary server to push the CDRs to the
Cisco CM managed object computer, and then for the
CDR_RetrieveCallRecords script to insert them into the Cisco CM
supplemental database. This buffer time is one hour. Therefore, after a
call completes, you will need to wait a minimum of one hour before the
CDR is available for collection. For instance, if you select 0400, data is
collected up through 0300 to ensure no data is missed if the primary
server is behind in writing its CDRs.
 If you have multiple Data Sources, you may want to stagger your data
collection times in order to balance the load on the Data Warehouse.
Data Collection
Initially load n days of data
Specify the number of days’ worth of accumulated data you want the Data
Mart to collect during its first instance of data collection. The default is 7 days’
worth of data.
Start data collection
immediately?
Select Yes if you want the Data Mart to collect data immediately, rather than
waiting for the first scheduled collection. The default is unselected.
The first time the data collection job runs, it collects data for the past n days.
When deciding whether to start data collection immediately, consider the
impact the first, possibly large, data collection might have on the computer
that houses the Cisco CM supplemental database. You should perform the
initial collection at an off-peak time.
Start SQL Server Agent if it is
stopped? (Supported on local
Data Mart server only)
Select Yes to start SQL Server Agent. SQL Server Agent must be running in
order for data collection tasks to be performed. The default is unselected.
NOTE: This feature is supported only when the Call Data Analysis agent and
the SQL Server that hosts the Data Mart are on the same computer.
CallData Knowledge Scripts
39
Parameter
How to Set It
Keep data for n months
Specify the number of months’ worth of collected data you want to keep in the
database on the Data Mart. The data for the current month is always kept in
the database. Therefore, if you choose to keep 1 month’s worth of data, and it
is December, the database will retain the data for December and November.
Customize SQL Server
Access Configuration For
Data Mart?
Select Yes to customize the SQL Server access configuration for the Data
Mart. You will then need to specify the name of the Data Mart server in the
Server name parameter below.
If you do not select Yes, the Data Mart database will be created on the same
SQL Server instance as the Data Warehouse.
Server name
Specify the name of the server on which the Data Mart database will be
created.
SQL username
Specify the SQL username required to access the Data Mart server. Leave
this field blank to use Windows authentication.
Database name (blank for
default)
Specify a name for the Data Mart database. Leave this field blank to use the
default Data Mart database name.
Customize SQL Server
Access Configuration for
Data Warehouse?
Select Yes if you want to customize the SQL username.
SQL username (blank for
Windows authentication)
Specify the username required to access the SQL Server running on the Data
Warehouse FROM the local NetIQ agent (netiqmc service) AND the SQL
Server agent service running on the Data Mart computer. Leave this field
blank to use Windows authentication.
NOTE: If you leave this field blank, and the Data Mart is not located on the
Data Warehouse computer, verify the SQLSERVERAGENT service on the Data
Mart computer is running as a user that has access to the Data Warehouse
database.
Event Notification
40
Raise event if job succeeds?
Select Yes to raise an informational event when the AddDataSource job is
successful. The default is Yes.
Event severity when job
succeeds
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the AddDataSource job is successful. The default is 25.
Event severity when data mart
server inaccessible
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the Data Mart server is inaccessible. The default is 10.
Event severity for warnings
Set the severity level, from 1 to 40, to reflect the importance of warnings
raised during an attempt to add a Data Source. The default is 20.
Event severity when job fails
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the AddDataSource job fails. The default is 5.
CallData Knowledge Scripts
3.3
AddDataSource_H323RADIUS
This script creates the Data Mart, which is the container for all configuration and CDR information it
gathers from the Data Source according to a schedule you determine.
The H.323 RADIUS Data Source is the log (flat) files written by the IAS/RADIUS server when it
receives call detail records generated by Cisco H.323 gateways and Communications Manager
Express routers.
Cisco Communications Manager Express views the IP phones connected to it as virtual voice ports
(EFXS) and generates telephony call legs to and from these phones. Therefore, call quality
information is not available for a call from Communications Manager Express phones for which the
call remains on Communications Manager Express or goes directly to the PSTN.
This script raises an event if a Data Source is added successfully, if the Data Mart server is
inaccessible, if warnings are raised during an attempt to add a Data Source, and if a Data Source is
not added.
You can re-run this Knowledge Script to change parameter settings, such as log file archiving. If you
do so, you need to complete all parameters, not just those you are changing.
NOTE: After you run AddDataSource_H323RADIUS, press F5 to refresh AppManager and display
the other Knowledge Scripts available in the Call Data Analysis module.
3.3.1
Changing RADIUS Log Folder or Archive Settings
When you add a Data Source, you specify whether to archive RADIUS logs after processing. In
addition, you indicate the location of the RADIUS logs and the location of the archive folder.
To change any of these settings for a Data Source you already added, rerun
AddDataSource_H323RADIUS and complete all parameters, including those for which the setting is
not changing:
 Folder containing IAS RADIUS logs. Use this parameter to specify the location on the Data Mart
of the folder that houses the IAS RADIUS logs. This location is the one you set up when you
configured IAS.
 Archive RADIUS logs after processing? Set this parameter to Yes if you want to archive the
RADIUS logs after their data has been processed. If you set this parameter to Yes, you must use
the Archive folder parameter to specify the location of the archive folder.
 Archive folder. Use this parameter to specify the location on the Data Mart of the folder in which
you want to archive the processed RADIUS logs.
NOTE: If you rerun AddDataSource_H323RADIUS, all parameters are updated, not only the three
discussed above. Therefore, if you originally added your Data Source with any non-default parameter
values, ensure you set those parameters correctly when you run the script to change archive or log
information.
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3.3.2
Reviewing Call Quality Metrics for Gateways and Routers
Cisco H.323 gateways provide call quality information for the VoIP legs of a call. Using this
information, AppManager calculates additional quality metrics.
MOS
The Mean Opinion Score is an overall score representing the quality of a call. The MOS is a
number between 1 and 5. A MOS of 5 is excellent; a MOS of 1 is unacceptably bad. The MOS is
calculated based on measured items plus jitter buffer size.
R-value
Can be mapped to an estimated MOS. R-values range from 100 (excellent) to 0 (poor).
Jitter loss
Calculated from the number of received and discarded packets. Discarded packets are those
that arrive too early or too late to be stored in the jitter buffer.
Packet loss
Calculated from the number of received and lost packets.
Delay
One-way delay approximated by dividing the round-trip delay value (from the RADIUS record) by
two.
Voice quality
The Cisco IOS software (which is installed on the router on which the H.323 gateway resides)
measures call quality based on ITU G.113, which defines the term Calculated Planning
Impairment Factor (ICPIF), a calculation based on network delay and packet loss. ICPIF yields a
single value that can be used to gauge network impairment. ITU G.113 provides the following
interpretations of specific ICPIF values:
 5 - Very good
 10 - Good
 20 - Adequate
 30 - Limiting case
 45 - Exceptional limiting case
 55 - Customers likely to react strongly
NOTE: Use the Report_CallDetail_H323Gateway script to see the ICPIF values for individual
calls.
3.3.3
Resource Object
Call Data server
3.3.4
Default Schedule
By default, this script runs once.
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3.3.5
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Configure Data Source
Folder containing IAS RADIUS
logs
Specify the location on the Data Mart of the folder that houses the IAS
RADIUS logs. This location is the one you set up when you configured IAS.
Configure Data Source Schedule
Data source schedule type
Select the frequency with which you want the Data Mart to collect data from
the Data Source: Daily or Hourly. The default is Daily.
Daily start time - Run daily at
If you selected Daily above, select the time of day at which you want data
collected. Select from a list of hours based on a 24-hour clock. For instance,
select 0100 for 1:00 A.M. or select 1300 for 1:00 P.M. The default is 0400.
NOTE: If you have multiple Data Sources, you may want to stagger your
data collection times in order to balance the load on the Data Warehouse.
Hourly time interval - Run every n If you selected Hourly above, select the interval at which you want data
hours
collected, such as every 2 hours or every 8 hours. The default is 12 hours.
NOTE: If you have multiple Data Sources, you may want to stagger your
data collection times in order to balance the load on the Data Warehouse.
Data Collection
Archive RADIUS logs after
processing?
Select Yes to archive the RADIUS logs after their data has been processed.
The default is unselected.
If you set this parameter to Yes, specify the location of the archive folder in
the Archive folder parameter.
Archive folder
Specify the location on the Data Mart of the folder in which you want to
archive the processed RADIUS logs.
Start data collection job
immediately?
Select Yes if you want the Data Mart to collect data immediately, rather than
waiting for the first scheduled collection. The default is unselected.
Start SQL Server Agent if it is
stopped? (Supported on local
Data Mart server only)
Select Yes to start SQL Server Agent. SQL Server Agent must be running
in order for data collection tasks to be performed. The default is unselected.
Keep data for n months
Specify the number of months’ worth of collected data you want to keep in
the database on the Data Mart. The data for the current month is always
kept in the database. Therefore, if you choose to keep 1 month’s worth of
data, and it is December, the database will retain the data for December
and November.
Customize SQL Server Access
Configuration For Data Mart?
Select Yes to customize the SQL Server access configuration for the Data
Mart. You will then need to specify the name of the Data Mart server in the
Server name parameter below.
NOTE: This feature is supported only when the Call Data Analysis agent
and the SQL Server that hosts the Data Mart are on the same computer.
If you do not select Yes, the Data Mart database will be created on the
same SQL Server instance as the Data Warehouse.
Server name
Specify the name of the server on which the Data Mart database will be
created.
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Parameter
How to Set It
SQL username
Specify the SQL username required to access the Data Mart server. Leave
this field blank to use Windows authentication.
Database name (blank for
default)
Specify a name for the Data Mart database. Leave this field blank to use the
default Data Mart database name.
Customize SQL Server Access
Configuration for Data
Warehouse?
Select Yes if you want to customize the SQL username.
SQL username
Specify the username required to access the SQL Server running on the
Data Warehouse FROM the local NetIQ agent (netiqmc service) AND the
SQL Server agent service running on the Data Mart computer. Leave this
field blank to use Windows authentication.
NOTE: If you leave this field blank, and the Data Mart is not located on the
Data Warehouse computer, verify the SQLSERVERAGENT service on the
Data Mart computer is running as a user that has access to the Data
Warehouse database.
Event Notification
3.4
Raise event if job succeeds?
Select Yes to raise an informational event when the AddDataSource job is
successful. The default is Yes.
Event severity when job
succeeds
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the AddDataSource job is successful. The default is 25.
Event severity when data mart
server inaccessible
Set the event severity level, from 1 to 40, to reflect the importance of an
event in which the Data Mart server is inaccessible. The default is 10.
Event severity for warnings
Set the event severity level, from 1 to 40, to reflect the importance of
warnings raised during an attempt to add a Data Source. The default is 20.
Event severity when job fails
Set the event severity level, from 1 to 40, to reflect the importance of an
event in which the AddDataSource job fails. The default is 5.
CancelDataCollection
Use this Knowledge Script to stop any data collection currently being performed. If data is not
currently being collected, this script takes no action. Running this script does not affect the data
collection schedule.
This script raises an event if data cancellation succeeds or fails, and if data is not being collected.
3.4.1
Resource Objects
Call Data CallManager object
Call Data H.323 RADIUS object
Call Data CiscoCM object
3.4.2
Default Schedule
By default, this script runs once.
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3.4.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Event Notification
3.5
Event severity when cancellation
succeeds
Set the severity level, from 1 to 40, to reflect the importance of an event in
which cancellation succeeds. The default is 25.
Event severity when no data
collection to cancel
Set the severity level, from 1 to 40, to reflect the importance of a situation in
which there is no data collection to cancel. The default is 25.
Event severity when cancellation
fails
Set the severity level, from 1 to 40, to reflect the importance of an event in
which cancellation fails. The default is 5.
CCME_GetConfig
Use this Knowledge Script to retrieve configuration data from one or more Communications Manager
Express devices and deposit that data into SQL tables located in the Data Mart. By default, this script
retrieves configuration data for all Communications Manager Express devices that have sent
RADIUS records to the Data Source and have EFXS (virtual voice) ports through which ephones are
connected. However, you can choose to limit the devices by using the “Include” and “Exclude”
parameters.
This script raises an event if configuration data is retrieved and deposited successfully, if no
Communications Manager Express devices are found, if the retrieve and/or deposit processes fail for
any Communications Manager Express device, or if the entire GetConfig job fails for any reason.
The collected configuration data helps AppManager associate the virtual voice port from the RADIUS
records with the IP address and device name of the associated Communications Manager Express
phone. The data is also required by the Report_CCME_StatsByEPhone and Report_UnusedPhones
Knowledge Scripts.
3.5.1
Prerequisites
 Run AddDataSource_H323RADIUS.
 Configure your AXL passwords in AppManager Security Manager. AVVID XML Layer (AXL), a
Cisco application programming interface (API), enables Communications Manager Express to
access the Communications Manager Express HTTP server.
If your AXL password information is the same for all Communications Manager Express devices,
complete the following procedure once. If your AXL password information is different for different
devices, complete the following procedure once for each different password.
On the Custom tab in AppManager Security Manager, complete the following fields:
Field
Description
Label
CiscoCME
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45
Field
Description
 For a single Communications Manager Express device, type the
Sub-label
name of the device.
 For all Communications Manager Express devices, type default.
NOTE: If you type a single device name, ensure the name is an exact
match to the gateway name (h323-gw-id) or the NAS-IP-Address from
the RADIUS records. If you are unsure of the gateway name or NAS IP
address, run Discovery_CallDataAnalysis after IAS logs have been
processed. The name of the gateway will appear in the TreeView pane
under the H.323 Data Source object. To see the NAS IP address, click on
the gateway name, and then click the Details tab.
3.5.2
Value 1
Type the AXL password you configured using the “og password” IOS
command on the router. If you did not configure an AXL password, type the
“Router privilege mode” password.
Extended application
support
Enable to encrypt the AXL password. Do not leave this option unselected.
Resource Object
Call Data H.323 RADIUS object
3.5.3
Default Schedule
By default, this script runs once every day.
3.5.4
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
General Settings
Include only these CallManager
Express devices
Specify which Communications Manager Express devices (gateways) to
poll for configuration data. Use this parameter to limit the number of
“learned” devices that are polled or to poll devices that are not yet “learned.”
A learned device is one that has already sent RADIUS records to the Data
Source.
If you specify one or more unlearned devices, you must specify the
gateway name that matches the name returned in the h323_gw_id field of
the RADIUS record.
Leave this parameter blank to poll all learned Communications Manager
Express devices for configuration data.
Separate the names of multiple devices with a comma and no space.
Exclude these CallManager
Express devices
Specify which Communications Manager Express devices (gateways) to
exclude from polling. Separate the names of multiple devices with a comma
and no space.
Leave this parameter blank to exclude no devices.
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Parameter
How to Set It
Event Notification
Raise event if retrieve/deposit
process succeeds?
Select Yes to raise an event if the configuration data is retrieved and
deposited (into the Data Mart SQL tables) successfully. The default is Yes.
Event severity when retrieve/
deposit process succeeds
Set the severity level, from 1 to 40, to reflect the importance of an event in
which configuration data is retrieved and deposited successfully. The
default is 25.
Raise event if no CallManager
Express devices found?
Select Yes to raise an event if AppManager cannot find any
Communications Manager Express devices to poll for configuration data.
The default is Yes.
Event severity when no
CallManager Express devices
found
Set the severity level, from 1 to 40, to reflect the importance of an event in
which AppManager can find no Communications Manager Express devices
to poll. The default is 15.
Event severity when retrieve/
deposit process fails
Set the severity level, from 1 to 40, to reflect the importance of an event in
which any part of the retrieve and deposit process fails for any individual
Communications Manager Express device.
This event is raised if the retrieve/deposit process fails for one or more
Communications Manager Express devices, but succeeds for others.
The default is 10.
Event severity when job fails
3.6
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the GetConfig Knowledge Script job fails.
ChangeReportingState
Call Data Analysis reports make use of SQL views that include all Data Marts associated with your
Data Sources. The Call Data Analysis reports fail if even one of the Data Marts in a SQL view cannot
be accessed from the Data Warehouse.
If you know a particular Data Mart cannot be accessed for some reason (such as being down for
maintenance), use this Knowledge Script to exclude that Data Mart from reporting. Then, when the
Data Mart is ready, use this Knowledge Script to change its reporting status so it is once again
included in reporting.
NOTE: Highlight the Data Source object in the TreeView of the Operator Console to see the reporting
state displayed on the Details tab. After changing the reporting state, you may need to click on a
different object and then click back on the Data Source object to verify the change in the reporting
state.
3.6.1
Resource Objects
Call Data CallManager object
Call Data H.323 RADIUS object
Call Data CiscoCM object
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3.6.2
Default Schedule
By default, this script runs once.
3.6.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Change Reporting State
Select the reporting state for the
Data Mart
Use this parameter to change whether a Data Mart is included in reporting.
Select Include to include the Data Mart associated with the Data Source on
which you dropped this script. Select Exclude to exclude the Data Mart
associated with the Data Source on which you ran this script.
Event Notification
3.7
Event severity when reporting
state change succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which a change in the reporting state succeeds. The default is 25.
Event severity when reporting
state change fails
Set the severity level, from 1 to 40, to indicate the importance of an event in
which a change in the reporting state fails, most likely as the result of a SQL
failure. The default is 5.
ChangeSchedule
Use this Knowledge Script to change, deactivate, or reactivate the data collection schedule
associated with a Data Source. This script raises an event when a schedule change succeeds or
fails, or when a schedule cannot be changed.
To change other data collection settings, such as how many days’ worth of data to load, or how many
months’ worth of data to keep, run the appropriate AddDataSource Knowledge Script. You can run an
AddDataSource Knowledge Script even after you added the Data Source.
3.7.1
Resource Objects
Call Data CallManager object
Call Data H.323 RADIUS object
Call Data CiscoCM object
3.7.2
Default Schedule
By default, this script runs once.
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3.7.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Manage Schedule
Select Schedule Action
Select the action you want this script to perform:
 Change Schedule. This default selection allows you to change the
schedule type, the collection start time, or the hourly collection
interval. If you select Change Schedule, you must set one or more of
the parameters in the Change Schedule Parameters folder.
 Deactivate Schedule. Deactivates the data collection schedule. Data
collection will not resume until you run this script again and select
Reactivate Schedule.
 Reactivate Schedule. Reactivates the data collection schedule and
collects data at the next scheduled instance. The Data Mart will collect
all data that has accrued since the last collection instance.
Change Schedule Parameters
Data source schedule type
Select the frequency with which you want the Data Mart to collect data from
the Data Source: Daily or Hourly. The default is Daily.
Daily start time - Run daily at
If you selected Daily above (or when you added the Data Source), select
the time of day at which you want data collected. Select from a list of hours
based on a 24-hour clock. For instance, select 0100 for 1:00 AM or select
1300 for 1:00 PM.
The default is 0400.
Hourly time interval - Run every n If you selected Hourly above (or when you added the daily source), select
hours
the interval at which you want data collected, such as every 2 hours or
every 8 hours. The default is 12 hours.
Event Notification
3.8
Event severity when schedule
change succeeds
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the schedule change succeeds. The default is 25.
Event severity when schedule
change fails
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the schedule change fails. The default is 5.
Event severity when schedule
cannot be changed
Set the severity level, from 1 to 40, to reflect the importance of a situation in
which the changes you have selected already exist in the schedule. The
default is 25.
ConfigureCallTypes
Use this Knowledge Script to configure the rules by which the Call Data Analysis module classifies
the types of calls each CDR contains, such as configuring gateway rules that identify certain calls
going through the gateway as local rather than long distance.
You specify the name of the gateway and the prefixes that indicate a call is local. The prefix is not
limited to an area code, which helps in situations in which numbers within the same area code are
treated differently. For example, if 919-767-0295 is a local call, but 919-252-7463 is long distance,
specify 9197* or 919767* as the prefix pattern.
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If all calls within an area code are to be classified as local, specify a “*” as the gateway pattern and
specify 919* as the prefix pattern.
Because you may need to specify many gateways or gateway devices, you can create a file that
contains a list of all gateways and devices. If you create a list, you do not have to specify each
gateway and device separately in the Gateway names or patterns parameter. You can use the Full
path to gateway rules file parameter to point to the file you created. You need to save this file on the
Data Warehouse computer, not the Data Mart server.
You must create the gateway rules file in the following format:
 A number sign (#) in the first column identifies a comment line.
 The rule is four fields separated by semicolons (;).
 The first field is the Gateway Name or Pattern.
 The second field is the Prefix Pattern that identifies a local call.
 The third field is the minimum number of digits that must be found in order for a call to be
classified as a gateway call.
 The fourth field is the maximum number of digits that can be found in order for a call to be
classified as a gateway call.
You also use this script to specify external access codes. Most systems require an access code to be
dialed before routing a call to a remote or local gateway. If you specify an access code, Call Data
Analysis will remove it before determining a call’s classification. Keep this in mind when specifying
other parameters. For example, if you want to add 1877* to the Toll Free call rules, and your external
access code is 9, you need to add 1877* (not 91877*) as a pattern in the Configure toll free call rules
parameters.
This script raises an event when the job succeeds or fails, when the Data Mart server is inaccessible,
and when warnings are raised during an attempt to configure call types.
Resetting the ConfigureCallTypes Script
You can use SQL Query Analyzer on the Data Mart computer to return the parameters in the
ConfigureCallTypes script to their original default values. In the Database Selection drop list in the
Query Analyzer interface, select the Data Mart database for which you want to reset the call type
rules. In the Query window, type the following command: exec dbo.SetCallTypeDefaults. To verify
the call type rules have been reset, issue the following command in the Query window:
select * From CallTypeRules
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Reviewing Call Classification Types
Use the ConfigureCallTypes Knowledge Script to configure the rules by which the Call Data Analysis
module classifies the types of calls each CDR contains. The following table describes each
classification type.
Classification Type
Description
Internal
Intracluster call that originated in the network and ended in the same network (no
gateway was used). Both the called and calling numbers are internal numbers.
On-net
Call in which both the calling and called numbers are internal, and either the
originating or destination device is a gateway.
Incoming
Call that originated outside of the network and whose called number is an internal
number.
Conference bridge
Call whose destination device is a conference bridge.
Voice mail
Call whose destination device is a voice mail device.
Local
Call whose destination device is a gateway, and whose called number is not an
internal number and does not have an area code (or includes one of the local area
codes).
Tandem - local
Local call that originated outside of the network.
Long distance
Call whose destination device is a gateway, and whose called number is not an
internal number and has an area code that is not one of the local area codes.
Tandem - long
distance
Long distance call that originated outside of the network.
International
Call whose destination device is a gateway, and whose called number begins with the
international access code.
Tandem - international International call that originated outside of the network.
Tandem
If the Tandem Rule is “collapse,” this category is a combination of the Tandem - local,
Tandem - long distance, and Tandem - international categories.
Service
Call to a service, usually three digits, such as 411 (Directory Service).
Emergency
Call to an emergency service, such as 911.
Toll free
Long distance call that is toll free, such as 1-800 calls.
Other
User-defined rule.
Unknown
Call that does not match any of the other categories.
Resource Objects
Call Data CallManager object
Call Data H.323 RADIUS object
Call Data CiscoCM object
Default Schedule
By default, this script runs once.
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Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Configure Call Classification Rules
Configure External Access Code
Action
Select whether you want to Replace, Remove All, or make No Change
regarding the external access code. For more information, see Action
Parameter. The default is No Change.
External access code
Specify the access code your system requires for routing calls to a remote
or local gateway. The default is 9.
Configure Internal Call Rules
Action
Select whether you want to Append, Replace, Remove All, or make No
Change regarding internal call rules. For more information, see Action
Parameter. The default is No Change.
Internal numbers or patterns
Specify numbers or patterns that identify an internal call. Separate multiple
entries with a semicolon (;). The default is [2-7]XX;[1-8]XXX;[1-8]XXXX;[18]XXXXX.
Minimum digits dialed for internal
calls
Specify the minimum number of digits that must be found in order for a call
to be classified as internal. The default is 3.
Maximum digits dialed for internal Specify the maximum number of digits that must be found in order for a call
calls
to be classified as internal. The default is 6.
Configure International Call Rules
Action
Select whether you want to Append, Replace, or make No Change
regarding international call rules. For more information, see Action
Parameter. The default is No Change.
International dialing prefixes
Specify the prefix that identifies an international call. Do not include the
external access code. The default prefixes are 011*;00*;010*. For more
information, see Wildcard Characters.
Minimum digits dialed for
international calls
Specify the minimum number of digits that must be found in order for a call
to be classified as international. The default is 10.
Maximum digits dialed for
international calls
Specify the maximum number of digits that must be found in order for a call
to be classified as international. The default is 32.
NOTE: You can specify a large value to indicate there is no maximum limit.
Configure Local Call Rules
Action
Select whether you want to Replace or make No Change regarding local
call rules. For more information, see Action Parameter. The default is No
Change.
Minimum digits dialed for local
calls
Specify the minimum number of digits that must be found in order for a call
to be classified as local. The default is 7.
Maximum digits dialed for local
calls
Specify the maximum number of digits that must be found in order for a call
to be classified as local. The default is 10.
Configure Long Distance Call Rules
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Parameter
How to Set It
Action
Select whether you want to Replace or make No Change regarding long
distance call rules. For more information, see Action Parameter. The
default is No Change.
Minimum digits dialed for long
distance calls
Specify the minimum number of digits that must be found in order for a call
to be classified as long distance. The default is 10.
Maximum digits dialed for long
distance calls
Specify the maximum number of digits that must be found in order for a call
to be classified as long distance. The default is 32.
NOTE: You can specify a large value to indicate there is no maximum limit.
Configure Long Distance Access Code
Action
Select whether you want to Remove All, Replace, or make No Change
regarding the long distance access code. For more information, see Action
Parameter. The default is No Change.
Long distance dialing prefix
Specify the access code your system requires for routing long distance
calls. The default is 1.
Configure Gateway Rules
Action
Select whether you want to Append, Remove All, Replace, or make No
Change regarding the gateway rules. For more information, see Action
Parameter. The default is No Change.
Gateway Rules File
Full path to gateway rules file
Type the fully qualified path to a file on the Data Warehouse computer that
contains a list of gateway names, patterns, and prefixes that identify local
calls.
Severity - File I/O problems
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the gateway rules file is inaccessible. The rules file could be
unreachable for a number of reasons, including an incorrect fully qualified
file path. The default is 20.
Gateway names or patterns
Specify the names or patterns of gateways to check. Use wildcards if
necessary and use semicolons (;) to separate multiple entries. For more
information, see Section 3.8.2, “Wildcard Characters,” on page 56.
If you specified a gateway rules file, you do not need to complete this
parameter, but you can if you have rules to add in addition to what is in the
rules file.
Prefix patterns
Specify numbers or patterns that identify local calls. Use semicolons (;) to
separate multiple entries.
If you specified a gateway rules file, you do not need to complete this
parameter, but you can if you have rules to add in addition to what is in the
rules file.
Minimum digits dialed for these
patterns
Specify the minimum number of digits that must be found in order for a call
to fit the gateway rules. The default is 7.
Maximum digits dialed for these
patterns
Specify the maximum number of digits that must be found in order for a call
to fit the gateway rules. The default is 32.
NOTE: You can specify a large value to indicate there is no maximum limit.
Configure Service Call Rules
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Parameter
How to Set It
Action
Select whether you want to Append, Remove All, Replace, or make No
Change regarding service calls. For more information, see Action
Parameter. The default is No Change.
Service numbers or patterns
Specify the numbers or patterns that identify a service call. Use semicolons
(;) to separate multiple entries. The default is [2-8]11.
Minimum digits dialed for service
calls
Specify the minimum number of digits that must be found in order for a call
to be classified as service. The default is 3.
Maximum digits dialed for service Specify the maximum number of digits that must be found in order for a call
calls
to be classified as service. The default is 3.
Configure Toll Free Call Rules
Action
Select whether you want to Append, Remove All, Replace, or make No
Change regarding toll free calls. For more information, see Action
Parameter. The default is No Change.
Toll free numbers or patterns
Specify the numbers or patterns that identify a toll free call. Use semicolons
(;) to separate multiple entries. The default is
1800*;1855*;1866*;1877*;1888. For more information, see Wildcard
Characters.
Minimum digits dialed for toll free
calls
Specify the minimum number of digits that must be found in order for a call
to be classified as toll free. The default is 7.
Maximum digits dialed for toll free Specify the maximum number of digits that must be found in order for a call
calls
to be classified as toll free. The default is 32.
NOTE: You can specify a large value to indicate there is no maximum limit.
Configure Emergency Call Rules
Action
Select whether you want to Append, Remove All, Replace, or make No
Change regarding emergency calls. For more information, see Action
Parameter. The default is No Change.
Emergency numbers or patterns
Specify the numbers or patterns that identify an emergency call. Use
semicolons (;) to separate multiple entries. The default is 911.
Minimum digits dialed for
emergency calls
Specify the minimum number of digits that must be found in order for a call
to be classified as emergency. The default is 3.
Maximum digits dialed for
emergency calls
Specify the maximum number of digits that must be found in order for a call
to be classified as emergency. The default is 3.
Configure Other Call Rules
Action
Select whether you want to Append, Remove All, Replace, or make No
Change regarding other calls. For more information, see Action
Parameter.The default is No Change.
Other numbers or patterns
Specify the numbers or patterns that identify other calls. Use semicolons (;)
to separate multiple entries.
Minimum digits dialed for other
calls
Specify the minimum number of digits that must be found in order for a call
to be classified as other. The default is 3.
Maximum digits dialed for other
calls
Specify the maximum number of digits that must be found in order for a call
to be classified as other. The default is 24.
NOTE: You can specify a large value to indicate there is no maximum limit.
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Parameter
How to Set It
Configure Tandem Rule
Action
Select whether you want to Remove All or make No Change regarding the
tandem rule. For more information, see Action Parameter. The default is No
Change.
If you remove the tandem rule, calls are not classified as tandem. In other
words, all Tandem-Local, Tandem-Long Distance, and TandemInternational calls will be classified simply as Local, Long Distance, and
International.
Tandem rule
Set the tandem rule as follows:
 Select Expand to classify tandem calls as Tandem-Local, TandemLong Distance, and Tandem-International. The default is Expand.
 Select Collapse to classify tandem calls as Tandem, and not split into
the three sub-categories.
Update Fact Data
Update existing fact data using
updated rules?
Select Yes to instruct the Data Mart to update data immediately using the
new or revised rules. This update does not affect the next scheduled
collection.
Update previous n days of data
Specify the number of days’ worth of accumulated data you want the Data
Mart to update using the new or revised rules. The default is 7 day’s worth
of data.
Update all data?
Select Yes to instruct the Data Mart to update all of the data in the
database.
Caution You may have several months’ or years’ worth of accumulated
data. Select this option only with the understanding that the process of
updating a lot of data can be lengthy.
Event Notification
Event severity when job succeeds Set the severity level, from 1 to 40, to reflect the importance of an event in
which the ConfigureCallTypes job succeeds. The default is 25.
3.8.1
Event severity when data mart
server inaccessible
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the Data Mart server is inaccessible. The default is 10.
Event severity for warnings
Set the severity level, from 1 to 40, to reflect the importance of warnings
raised during an attempt to configure call types. The default is 20.
Event severity when job fails
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the ConfigureCallTypes job fails. The default is 5.
Action Parameter
In the list of parameters, each rule and access code folder contains an Action parameter you set to
indicate the action you want to take regarding the rules and access codes for each call type. The
following table describes the Action options you can select.
Action Parameter Option
Description
No Change
Indicates you do not want to change the rule or access code for this call type.
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3.8.2
Action Parameter Option
Description
Append
Appends the new rule to any existing rules for this call type.
Replace
Replaces all existing rules with the new rule you are creating for this call type.
Remove All
Removes all existing rules for this call type. If you select this option, the Call
Data Analysis module does not classify calls of this type.
Wildcard Characters
When specifying number patterns in parameters, you can use any of the following wildcards and
special characters.
Character
Description
Example
X
The X wildcard matches any single digit in the
range of 0 through 9.
70XXX matches numbers in the range of
70000 through 70999.
*
The asterisk (*) wildcard matches one or more
digits in the range of 0 through 9.
011* matches any number beginning with
011, such as 011447968587655.
NOTE: You can use an exclamation point (!) in
place of an asterisk.
3.9
[]
Square brackets ([ ]) enclose a range of values. [4578]11 matches 411, 511, 711, and 811.
-
The hyphen (-) can be used within square
brackets to indicate a sequential range of
values.
[4-8]11 matches 411, 511, 711, and 811.
DataCollectionStatus
Use this Knowledge Script to check the status of the last data collection job performed against a Data
Source. This script raises an event when the data collection attempt fails, when the data collection job
is cancelled, or when the DataCollectionStatus job itself fails.
3.9.1
Resource Objects
Call Data CallManager object
Call Data H.323 RADIUS object
Call Data CiscoCM object
3.9.2
Default Schedule
By default, this script runs daily.
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3.9.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
General Settings
Show history for previous n jobs
Specify the number of previous data collection jobs for which you want to
view the status. The default is 7.
Show job steps?
Select Yes to enable an event to display information about each of the eight
individual steps in a data-collection job. Accept the default (unselected) to
display only the outcome of the job in the event.
NOTE: You probably do not need to see every step in a data collection job
unless you are debugging a problem.
Event Notification
Raise informational event?
Select Yes to raise an event that provides status information. The default is
Yes.
Event severity for informational
event
Set the severity level, from 1 to 40, to reflect the importance of the
generation of an informational event. The default is 25.
Event severity when data
collection fails
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the data-collection attempt fails. The default is 10.
NOTE: This parameter differs from Event severity when job fails in that it
indicates the Data Mart has failed to collect data. It does not indicate the
Knowledge Script itself has failed to run.
Event severity when data
collection is cancelled
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the data collection job is cancelled. The default is 15.
Event severity when job fails
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the DataCollectionStatus job fails. The default is 5.
NOTE: This parameter differs from Event severity when data collection fails
in that it indicates the Knowledge Script has failed to run. It does not
indicate the Data Mart has failed to collect data.
3.10
ExecuteDataCollection
Use this Knowledge Script to perform on-demand data collection, regardless of the schedule. This
script takes no action if data is currently being collected. Running this script does not affect the data
collection schedule.
This script raises an event when the job success or fails, and when data is currently being collected.
3.10.1
Resource Objects
Call Data CallManager object
Call Data H.323 RADIUS object
Call Data CiscoCM object
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3.10.2
Default Schedule
By default, this script runs once.
3.10.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Collection
Start SQL Server Agent if it is
stopped? (Supported on local
Data Mart server only)
Select Yes to start SQL Server Agent. SQL Server Agent must be running
in order for data collection tasks to be performed. The default is unselected.
NOTE: This feature is supported only when the Call Data Analysis agent
and the SQL Server that hosts the Data Mart are on the same computer.
Event Notification
3.11
Event severity when job
execution succeeds
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the ExecuteDataCollection job succeeds. The default is 25.
Event severity when job already
executing
Set the severity level, from 1 to 40, to reflect the importance of a situation in
which data is already being collected. The default is 25.
Event severity when job
execution fails
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the ExecuteDataCollection job fails. The default is 5.
RemoveDataSource
Use this Knowledge Script to remove a Data Source and its associated Data Mart. This script raises
an event when the removal succeeds or fails.
TIP: When this Knowledge Script job runs successfully, the Data Source object in the TreeView pane
is deleted. In addition, the job itself is also deleted (a normal side-effect of removing a TreeView
object). The event this job creates is not deleted because it is associated with the parent object
(CallDataAnalysis:WAREHOUSE object). However, if you set the global preference to “Remove
associated events when jobs are deleted,” even the event is deleted when the object and job are
deleted. To set global preferences, select File > Preferences > Repository > Event in the
AppManager Operator Console.
3.11.1
Resource Objects
Call Data CallManager object
Call Data H.323 RADIUS object
Call Data CiscoCM object
3.11.2
Default Schedule
By default, this script runs once.
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3.11.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source Removal
Check following box to confirm removal
Confirm data source removal
Select Yes to confirm you want to remove the Data Source. The default is
unselected. This script will not run unless you set this parameter to Yes.
Delete the data mart database?
Select Yes to delete the database from the Data Mart computer. The
default is unselected.
NOTE: You should not delete a database. After you delete a database, its
data is lost and unavailable for use. If you do not delete the database, you
can easily reconnect to it using the AddDataSource Knowledge Script.
Event Notification
Raise event if job succeeds?
Select Yes to raise an event when the RemoveDataSource job succeeds.
The default is Yes.
Event severity when job succeeds Set the severity level, from 1 to 40, to reflect the importance of an event in
which the RemoveDataSource job succeeds. The default is 25.
Event severity when job fails
3.12
Set the severity level, from 1 to 40, to reflect the importance of an event in
which the RemoveDataSource job fails. The default is 5.
Report_CallAuthorization
Use this Knowledge Script to display the number and duration of calls that used a Forced
Authorization Code (FAC) or a Client Matter Code. Both are features of Cisco Unified
Communications Manager.
 An FAC is a code users must enter when attempting to make a priority phone call, such as an
international call.
 A Client Matter Code is one users must enter to assign a phone call to a particular billing entity,
such as a specific client or project.
This report supports only Unified Communications Manager Data Sources.
3.12.1
Identifying Unauthorized Usage
Your organization may use Forced Authorization Codes and Client Matter Codes to allow your
employees to make long distance calls based on business need. However, authorization codes have
a way of being shared. You can monitor authorization code usage with the Report_CallAuthorization
Knowledge Script.
Let us say your billing records indicate a client account has been charged for what seems like excess
telephone calls. Using Report_CallAuthorization, set the Show calls by parameter to
ClientMatterCode. Set the Show details by parameter to CallingLocation. Your report will display a
chart that groups calls by Client Matter Code and calling location, allowing you to easily identify which
calling location is making the excess charges.
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3.12.2
Resource Object
Report agent
3.12.3
Default Schedule
By default, this script runs once.
3.12.4
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
Select data source(s)
Select the data for your report by View Name, Data Warehouse, or Data
Source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
Minimum duration
Specify the minimum duration filter for calls selected by the script. Calls with
a duration of less than the minimum will not be included in the report, even
if all other criteria are satisfied. The default is 0 seconds.
Show calls by
Select the delimiter by which you want to group the calls in your report. You
can choose from the following sorting options:
 FAC Level
 FAC Name
 Client Matter Code
Show details by
Select the details you want to show for each group of calls. You can choose
from the following detail options:
 CallManager Cluster
 Calling Partition
 Called Partition
 Calling Location
 Called Location
 Outbound Trunk Group
 Inbound Trunk Group
 Outbound Gateway
 Inbound Gateway
 Hour of Day
 Day of Week
 None. If you select None, no time details are shown.
Report Settings
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Parameter
How to Set It
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Include table?
Set to y to include a table of data stream values in the report. The default is
y.
Include chart?
Set to y to include a chart of data stream values in the report. The default is
y.
Units for chart
Select the unit of measurement that should appear on the Y axis of the
chart: Duration or Number Of Calls. The default is Number of Calls.
If you select Duration, the duration unit measurement is determined by the
value you select in the Show duration in Erlangs or seconds? parameter.
Show duration in Erlangs or
seconds?
Select whether you want the duration measurement to display in Erlangs or
Seconds. The default is Erlangs.
Also known as a traffic unit, an Erlang is a measurement of traffic load
during the busy hour, and is based on having 3600 seconds (60 minutes or
one hour) of calls on the same circuit, trunk, or port. (In other words, one
circuit is busy for one hour regardless of the number of calls or the average
length of calls). For example, if a call center received 30 six-minutes calls in
the busy hour, it received 180 call minutes, or three Erlangs. If a call center
received 100 calls that averaged 36 seconds in the busy hour, it received
3600 call seconds or one Erlang.
You can use the following formula to calculate an Erlang value:
Traffic in Erlangs =
(Number of calls in the busy hour) * (AHT seconds)/3600
Include “Unassigned” in summary Set to y to include all calls for which no FAC or Client Matter Code was
chart?
used. The default is y.
Select chart style
Define the graphic properties for the charts in your report. The default style
is Bar.
Select output folder
Set parameters for the output folder. The default folder name is
CallAuthorization.
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
Set miscellaneous report properties as desired. The default report name is
Call Authorization.
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
Raise event if report succeeds?
Set to y to raise an event if the report is successfully generated. The default
is y.
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3.13
Parameter
How to Set It
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successful. The default is 35.
Event severity when report has
no data
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report contains no data. The default is 25.
Event severity when report fails
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report fails. The default is 5.
Report_CallCompletionRate
Use this Knowledge Script to determine the completion rate of calls recorded with the selected Data
Source. The call completion rate takes into account failed calls (determined by the disconnect cause
code) and abandoned calls (calls with a successful disconnect cause code, but having a duration of
zero).
NOTE: Unlike other modules, for the Call Data Analysis module, the Report agent pulls data from the
Data Warehouse rather than from the AppManager repository. The Report agent uses Windows
authentication to access the Data Warehouse.
3.13.1
Resource Object
Report agent
3.13.2
Default Schedule
By default, this script runs once.
3.13.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
62
Select data source(s)
Select the data for your report by View Name, Data Warehouse, or Data
Source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
CallData Knowledge Scripts
Parameter
How to Set It
Group by
Select the delimiter by which you want to group the calls in your report. You
can choose from the following sorting options:
 Data Publisher. Choose this option to sort the report by the entity that
generates the data: Communications Manager Publisher,
Communications Manager primary server, or RADIUS gateway.
 Calling Partition (applies to Communications Manager Data
Sources)
 Called Partition (applies to Communications Manager Data Sources)
 Calling Location (applies to Communications Manager Data
Sources)
 Called Location (applies to Communications Manager Data Sources)
 Outbound Trunk Group (applies to Communications Manager Data
Sources)
 Inbound Trunk Group (applies to Communications Manager Data
Sources)
 Outbound Gateway (applies to all Data Sources)
 Inbound Gateway (applies to all Data Sources)
 CallManager Cluster. This option provides the same sorting results
as Data Publisher. This option is maintained in the script to provide
backwards compatibility to older versions of AppManager for Call Data
Analysis.
 None. Choose this option to combine all calls into a single group.
NOTE: If your Select data source(s) and Group by selections are
incompatible (perhaps you selected an H.323 Data Source and a
Communications Manager grouping), the report ignores your Group by
selection and uses the default selection, which is Data Publisher.
Show time details by
Select the time details you want to show for each group of calls. You can
choose from the following detail options:
 Hour of Day
 Day of Week
 Day of Month
 None. If you select None, no time details are shown.
Exclude these failure codes
Type a list of termination codes (separated by commas) that are not to be
considered failures. See Section 3.16.1, “Termination Codes,” on page 82
for a list of available codes.
NOTE: Codes 0, 16, 31, 126, and 393216 are automatically excluded. They
are normal termination codes. However, these codes may appear in events
if the other side of the call has a failure code that has not been excluded.
Report Settings
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Include table?
Set to y to include a table of data stream values in the report. The default is
y.
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Parameter
How to Set It
Include chart?
Set to y to include a chart of data stream values in the report. The default is
y.
Select chart style
Define the graphic properties for the charts in your report. The default style
is Bar.
Select output folder
Set parameters for the output folder. The default folder name is
CallDataCompletionRate.
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
Set miscellaneous report properties as desired. The default report name is
Call Completion Rate.
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
3.14
Raise event if report succeeds?
Set to y to raise an event if the report is successfully generated. The default
is y.
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successful. The default is 35.
Event severity when report has
no data
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report contains no data. The default is 25.
Event severity when report fails
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report fails. The default is 5.
Report_CallDetail_CiscoCallMgr
Use this Knowledge Script to display details for calls that match criteria you specify for a selected
Unified Communications Manager. Call details can include time, calling number, and called number.
Any criteria parameter you leave blank is not included in the search.
NOTE: Unlike other modules, for the Call Data Analysis module, the Report agent pulls data from the
Data Warehouse rather than from the AppManager repository. The Report agent uses Windows
authentication to access the Data Warehouse.
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3.14.1
Identifying Malicious Calls
This report can aid you in identifying malicious calls for a VoIP security assessment. Your company
may have its own definition of what constitutes a malicious call, but in general, a malicious call is
disturbing or harmful to the recipient. Examples of malicious calls include incoming fax calls, calls
from telemarketers, or calls from external recruiters.
Cisco Unified Communications Manager provides a Malicious Call ID feature. When configured, this
feature allows a user to identify a malicious call by pressing a soft key. Communications Manager
stores information about the unwanted call in the CDR database. AppManager can filter the CDR
database for any call flagged as malicious.
Using the Report_CallDetail_CiscoCallMgr Knowledge Script and the Calls identified as malicious
parameter, you can create a report that identifies the time, number, and IP address of the malicious
caller. By also specifying a CalledNumber or CallingNumber in the Search Criteria parameter, you
can filter the report to display all malicious calls to or from a particular number.
Let us say your engineers were being plagued with calls from an outside recruiter. They identified the
calls as malicious and you ran Report_CallDetails to pinpoint the calling number. After you identified
the malicious calling number, you routed future calls from this number through your voice gateway to
your main phone operator. Your operator quickly dispatched the recruiter and your engineers returned
to their work.
What if one of your employees receives a disturbing or malicious call, but is using a phone that is not
equipped to flag a malicious call? You can use the Report_CallDetails Knowledge Script and the time
of the call to create a report that displays all calls within a certain time period. Use the Select time
range parameter to indicate the time of the call. Then supply the employee’s phone number in the
Search criteria - Called number parameter. AppManager will search the CDR database for all calls to
the employee’s number that occurred during the period you specified.
3.14.2
Resource Object
Report agent
3.14.3
Default Schedule
By default, this script runs once.
3.14.4
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
Select data source
Select the data for your report by View Name, Data Warehouse, or Data
Source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
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Parameter
How to Set It
Minimum duration
Specify a minimum duration for calls selected by the script. Calls with a
duration of less than the minimum will not be included in the report, even if
all other criteria are satisfied.
Type 0 to indicate no limit.
Maximum duration
Specify a maximum duration for calls selected by the script. Calls with a
duration of greater than the maximum will not be included in the report,
even if all other criteria are satisfied.
Type 0 to indicate no limit.
Search Criteria
Note for entering search criteria: If you specify only the wildcard (*) for a field (such as calling number),
AppManager matches only those calls that have a value for that field. Calls for which that field has no value
(i.e., is NULL) will not be matched. For example, if you specify * in the Calling partition name parameter, the
search matches only those calls that have some partition name configured. To match all calls (including calls
that have no value for the selected field), leave the search criteria parameter blank.
Calling number
Specify the calling number you want to find.
Called number
Specify the called number you want to find.
Calling device name
Specify the name of the calling device you want to find.
Called device name
Specify the name of the called device you want to find.
Calling device IP address
Specify the IP addresses of the calling devices you want to find. Use one of
the following formats:
 Single dotted-decimal IP address, such as 10.41.2.31
 Dotted-decimal IP address that includes a wildcard, such as 10.41.*.*,
which would search for all IP addresses in the range of 10.41.0.0 to
10.41.255.255.
 Range of dotted-decimal IP addresses separated by a hyphen, such
as 10.41.2.31-10.41.2.41. The first address indicates the beginning of
the range; the second IP address marks the end of the range.
Called device IP address
Specify the IP addresses of the called devices you want to find. Use one of
the following formats:
 Single dotted-decimal IP address, such as 10.41.2.31
 Dotted-decimal IP address that includes a wildcard, such as 10.41.*.*,
which would search for all IP addresses in the range of 10.41.0.0 to
10.41.255.255.
 Range of dotted-decimal IP addresses separated by a hyphen, such
as 10.41.2.31-10.41.2.41. The first address indicates the beginning of
the range; the second IP address marks the end of the range.
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Calling device location name
Specify the name of the calling device location you want to find. Use the
location configured on the Communications Manager.
Called device location name
Specify the name of the called device location you want to find. Use the
location configured on the Communications Manager.
Calling partition name
Specify the name of the calling partition you want to find.
Called partition name
Specify the name of the called partition you want to find.
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Parameter
How to Set It
Inbound trunk group name
Specify the name of the inbound trunk group you want to find.
Outbound trunk group name
Specify the name of the outbound trunk group you want to find.
Calls identified as malicious
Select Yes to search for calls identified as malicious by call recipients. The
default is unselected.
Forced Authorization Code (FAC) Specify the FAC level you want to find. Specify a single FAC level, such as
level or range of levels
30, or a range of levels separated by a hyphen, such as 30-50. The
maximum level is 255.
To search for all levels above a certain point, specify a range that begins
with the certain point and ends with 255, such as 30-255.
NOTE: An FAC is a code users must enter when attempting to make a
priority phone call, such as an international call.
Forced Authorization Code (FAC) Specify the FAC name you want to find. An FAC is a code users must enter
name
when attempting to make a priority phone call, such as an international call.
The text string can contain the * wildcard.
Client Matter Code
Specify the client matter code you want to find. A client matter code is one
users must enter to assign a phone call to a particular billing entity, such as
a specific client or project. The text string can contain the * wildcard.
Comment field
Specify a string of text you want to find in the CDR Comment field. The text
string can contain the * wildcard.
Custom SQL filter
Specify a SQL clause to filter the results in the report.
NOTE: To use this parameter properly, the SQL clause must be designed
so that it could be used in a WHERE clause. However, you do not need to
mention the WHERE clause in the parameter text. Below are three
examples:
Duration=0 and OrigNumberPacketsSent is null
Duration=0
Comment like 'C%'
Call Details to Include in Report
Call duration
Select to include call duration in the call details for each call in the report.
The default is checked.
Call type
Select to include call classification type in the call details for each call in the
report. The default is unselected.
For more information, see “Reviewing Call Classification Types” on
page 51.
Originator disconnect cause code Select to include the disconnect cause code in the call details for each
originator call included in the report. The default is checked.
Destination disconnect cause
code
Select to include the disconnect cause code in the call details for each
destination call included in the report. The default is checked.
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Parameter
How to Set It
Call ID
Select to include the call ID in the call details for each call in the report. The
default is unselected.
The call ID is a globally unique identifier (GUID) that identifies the call.
AppManager uses the call ID from the pkid field in the CallDetailRecord
table in the Communications Manager CDR database.
Partition and Device Information
Calling number partition name
Select to include the name of the calling number partition in the call details
for each call in the report. The default is unselected.
Calling device location name
Select to include the name of the calling device location in the call details
for each call in the report. Use the location configured on the
Communications Manager. The default is unselected.
Originator IP address
Select to include the IP address of the originating phone in the call details
for each call in the report. The default is unselected.
Originator device name
Select to include the name of the originating device in the call details for
each call in the report. The default is unselected.
Originator media IP address
Select to include the IP address of the device that originated the media for
the call.
 For Cisco IP calls, this selection returns the address of the Cisco IP
phone.
 For PSTN calls, this selection returns the address of the gateway.
 For intercluster calls, this selection returns the address of the remote
Cisco IP phone.
Originator media port
Select to include the IP port number associated with the originating media
IP address.
Inbound trunk group name
Select to include the name of the inbound trunk group in the call details for
each call in the report. The default is unselected.
NOTE: This parameter is applicable only when a gateway is involved.
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Called number partition name
Select to include the name of the called number partition in the call details
for each call in the report. The default is unselected.
Called device location name
Select to include the name of the called device location in the call details for
each call in the report. Use the location configured on the Communications
Manager. The default is unselected.
Destination IP address
Select to include the IP address of the destination phone in the call details
for each call in the report. The default is unselected.
Destination device name
Select to include the name of the destination device in the call details for
each call in the report. The default is unselected.
CallData Knowledge Scripts
Parameter
How to Set It
Destination media IP address
Select to include the IP address of the device that terminated the media for
the call.
 For Cisco IP calls, this selection returns the address of the Cisco IP
phone.
 For PSTN calls, this selection returns the address of the H.323
gateway.
 For intercluster calls, this selection returns the address of the remote
Cisco IP phone.
Destination media port
Select to include the IP port number associated with the destination media
IP address.
Outbound trunk group name
Select to include the name of the outbound trunk group in the call details for
each call in the report. The default is unselected.
NOTE: This parameter is applicable only when a gateway is involved.
Quality Metrics
Originator ...
Select to include one or more originating phone metrics in the call details for
each call in the report. The default is unselected.
 Codec type
 Jitter
 Latency
Destination ...
Select to include the following destination phone metrics in the call details
for each call in the report. The default is unselected.
 Codec type
 Jitter
 Latency
Listening MOS
Originator ...
Select to include one or more MOS-related (Mean Opinion Score)
originating phone metrics in the call details for each call in the report. The
default is unselected.
 Average MOS
 Minimum MOS
 Maximum MOS
 Last MOS
Destination ...
Select to include one or more MOS-related (Mean Opinion Score)
destination phone metrics in the call details for each call in the report. The
default is unselected.
 Average MOS
 Minimum MOS
 Maximum MOS
 Last MOS
Packets
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Parameter
How to Set It
Originator ...
Select to include one or more packet-related originating phone metrics in
the call details for each call in the report. The default is unselected.
 Packets sent
 Packets received
 Packets lost
Destination ...
Select to include one or more packet-related destination phone metrics in
the call details for each call in the report. The default is unselected.
 Packets sent
 Packets received
 Packets lost
Concealment
Originator ...
Select to include one or more concealment-related originating phone
metrics in the call details for each call in the report. Concealment metrics
measure packet (frame) loss and its effect on voice quality in an impaired
network.
The default is unselected.
 Cumulative conceal ratio, the cumulative ratio of concealment time
over speech time observed after starting a call.
 Interval conceal ratio, an interval-based average concealment rate,
is the ratio of concealment time over speech time for the last three
seconds of active speech.
 Maximum conceal ratio, the maximum concealment ratio observed
during a call.
 Conceal seconds, the amount of time during which some
concealment is observed during a call.
 Severely conceal seconds, the amount of time during which a
significant amount of concealment is observed. If the concealment
observed is usually greater than 50 milliseconds or approximately 5%,
the speech is probably not very audible.
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Parameter
How to Set It
Destination ...
Select to include one or more concealment-related destination phone
metrics in the call details for each call in the report. Concealment metrics
measure packet (frame) loss and its effect on voice quality in an impaired
network.
The default is unselected.
 Cumulative conceal ratio, the cumulative ratio of concealment time
over speech time observed after starting a call.
 Interval conceal ratio, an interval-based average concealment rate,
is the ratio of concealment time over speech time for the last three
seconds of active speech.
 Maximum conceal ratio, the maximum concealment ratio observed
during a call.
 Conceal seconds, the amount of time during which some
concealment is observed during a call.
 Severely conceal seconds, the amount of time during which a
significant amount of concealment is observed. If the concealment
observed is usually greater than 50 milliseconds or approximately 5%,
the speech is probably not very audible.
Security Information
Forced Authorization Code (FAC) Select to include the FAC level in the call details for each call in the report.
level
The default is unselected.
Forced Authorization Code (FAC) Select to include the FAC name in the call details for each call in the report.
name
The default is unselected.
Client Matter Code
Select to include the client matter code in the call details for each call in the
report. The default is unselected.
Comment field
Select to include the contents of the CDR Comment field in the call details
for each call in the report. The default is unselected.
Report Settings
Maximum number of calls to
return
Specify the maximum number of calls to include in the report. The default is
1000 calls.
NOTE: No matter how many calls you choose to include in the call details
section of the report, the report will also include a small table that indicates
how many calls actually met your search criteria. This number may, and
probably will, exceed the number of calls you choose to return.
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Parameter
How to Set It
Order rows by?
Select one of the following call detail options as the criterion for sorting the
rows in the report:
 Ascending Time (oldest to most recent)
 Descending Time (most recent to oldest)
 Longest Duration (longest to shortest)
 Shortest Duration (shortest to longest)
 Calling Number
 Called Number
 Calling Partition. If you select this option, you must also check the
Calling number partition name parameter under the Partition and
device information section of this script.
 Called Partition. If you select this option, you must also check the
Called number partition name parameter under the Partition and
Device Information section of this script.
 Calling Location. If you select this option, you must also check the
Calling device location name parameter under the Partition and
Device Information section of this script.
 Called Location. If you select this option, you must also check the
Called device location name parameter under the Partition and Device
Information section of this script.
 Ascending FAC Level (lowest to highest number)
 Descending FAC Level (highest to lowest number)
 FAC Name
 Client Matter Code
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Select output folder
Set parameters for the output folder. The default folder name is
CallDataDetails.
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
Set miscellaneous report properties as desired. The default report name is
Call Details.
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
Raise event if report succeeds?
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Set to y to raise an event if the report is successfully generated. The default
is y.
3.15
Parameter
How to Set It
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successful. The default is 35.
Event severity when report has
no data
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report contains no data. The default is 25.
Event severity when report fails
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report fails. The default is 5.
Report_CallDetail_H323Gateway
Use this Knowledge Script to display details for calls that match criteria you specify for a selected
H.323 gateway. Call details can include time, calling number, and called number. Any criteria
parameter you leave blank is not included in the search.
If you have Cisco Communications Manager Express gateways, run CCME_GetConfig to ensure the
Data Collection process has access to configuration information when processing call detail records.
Without the configuration information, the Data Collection process cannot determine the IP address
of the Communications Manager Express phone and you will not be able to use the Originating IP
Address and Terminating IP Address selection parameters in this Report script.
NOTE: Unlike other modules, for the Call Data Analysis module, the Report agent pulls data from the
Data Warehouse rather than from the AppManager repository. The Report agent uses Windows
authentication to access the Data Warehouse.
3.15.1
Resource Object
Report agent
3.15.2
Default Schedule
By default, this script runs once.
3.15.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
Select data source
Select the data for your report by View Name, Data Warehouse, or Data
Source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
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Parameter
How to Set It
Minimum duration
Specify a minimum duration for calls selected by the script. Calls with a
duration of less than the minimum will not be included in the report, even if
all other criteria are satisfied.
Type 0 to indicate no limit.
Maximum duration
Specify a maximum duration for calls selected by the script. Calls with a
duration of greater than the maximum will not be included in the report,
even if all other criteria are satisfied.
Type 0 to indicate no limit.
Search Criteria
Note for entering search criteria: If you specify only the wildcard (*) for a field (such as calling number),
AppManager matches only those calls that have a value for that field. Calls for which that field has no value
(i.e., is NULL) will not be matched. For example, if you specify * in the Calling partition name parameter, the
search matches only those calls that have some partition name configured. To match all calls (including calls
that have no value for the selected field), leave the search criteria parameter blank.
Calling number
Specify the calling number you want to find.
Called number
Specify the called number you want to find.
Originating gateway name
Specify the name of the originating gateway you want to find.
Terminating gateway name
Specify the name of the terminating gateway you want to find.
Originating IP address
Specify the IP addresses of the originating gateways you want to find. Use
one of the following formats:
 Single dotted-decimal IP address, such as 10.41.2.31
 Dotted-decimal IP address that includes a wildcard, such as 10.41.*.*,
which would search for all IP addresses in the range of 10.41.0.0 to
10.41.255.255.
 Range of dotted-decimal IP addresses separated by a hyphen, such
as 10.41.2.31-10.41.2.41. The first address indicates the beginning of
the range; the second IP address marks the end of the range.
For calls through the gateway from the PSTN, this search criterion returns
the actual IP address of the gateway. For calls through the gateway from
Communications Manager Express phones, this search criterion returns
the IP address of the Communications Manager Express phones. If this IP
address cannot be determined from Communications Manager Express
configuration information, this search criterion returns no information.
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CallData Knowledge Scripts
Parameter
How to Set It
Terminating IP address
Specify the IP addresses of the terminating gateways you want to find. You
can use one of the following formats:
 Single dotted-decimal IP address, such as 10.41.2.31
 Dotted-decimal IP address that includes a wildcard, such as 10.41.*.*,
which would search for all IP addresses in the range of 10.41.0.0 to
10.41.255.255.
 Range of dotted-decimal IP addresses separated by a hyphen, such
as 10.41.2.31-10.41.2.41. The first address indicates the beginning of
the range; the second IP address marks the end of the range.
For calls through the gateway to the PSTN, this search criterion returns the
actual IP address of the gateway. For calls through the gateway to
Communications Manager Express phones, this search criterion returns
the IP address of the Communications Manager Express phones. If this IP
address cannot be determined from Communications Manager Express
configuration information, this search criterion returns no information.
Inbound trunk group name
Specify the name of the inbound trunk group you want to find.
Outbound trunk group name
Specify the name of the outbound trunk group you want to find.
Call Details to Include in Report
Call duration
Select to include call duration in the call details for each call in the report.
The default is checked.
Call type
Select to include call classification type in the call details for each call in the
report. The default is unselected.
For more information, see “Reviewing Call Classification Types” on
page 51.
Originating gateway disconnect
cause code
Select to include the disconnect cause code in the call details for each
originating gateway call included in the report. The default is checked.
Terminating gateway disconnect
cause code
Select to include the disconnect cause code in the call details for each
terminating gateway call included in the report. The default is checked.
Call ID
Select to include the call ID in the call details for each call in the report. The
default is unselected.
The call ID is a globally unique identifier (GUID) that identifies the call.
AppManager uses the call ID from the h323-conf-id field received in the
RADIUS records; all H.323 call legs belonging to the same call will have the
same h323-conf-id.
Gateway, Port, and IP Information
Originating gateway name
Select to include the name of the originating gateway in the call details for
each call in the report. The default is unselected.
Originating gateway voice port
Select to include the port number of the originating gateway voice port in
the call details for each call in the report. The default is unselected.
Originating IP address
Select to include the IP address of the originating gateway or
Communications Manager Express phone in the call details for each call in
the report. The default is unselected.
Inbound trunk group name
Select to include the name of the inbound trunk group in the call details for
each call in the report. The default is unselected.
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Parameter
How to Set It
Terminating gateway name
Select to include the name of the terminating gateway in the call details for
each call in the report. The default is unselected.
Terminating gateway voice port
Select to include the port number of the terminating gateway voice port in
the call details for each call in the report. The default is unselected.
Terminating IP address
Select to include the IP address of the terminating gateway or
Communications Manager Express phone in the call details for each call in
the report. The default is unselected.
Outbound trunk group name
Select to include the name of the outbound trunk group in the call details for
each call in the report. The default is unselected.
Quality Metrics
Originating gateway ...
Select to include the following originating gateway metrics in the call details
for each call in the report. The default is unselected.
 Codec type
 MOS
 R-value
 ICPIF Voice Quality
 Packets sent
 Packets received
 Packets lost
 Packets early
 Packets late
 Delay
Terminating gateway ...
Select to include the following terminating gateway metrics in the call
details for each call in the report. The default is unselected.
 Codec type
 MOS
 R-value
 ICPIF Voice Quality
 Packets sent
 Packets received
 Packets lost
 Packets early
 Packets late
 Delay
Remote Session Protocol and IP Addresses
Originating gateway session
protocol
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Select to include the protocol being used on the originating VoIP legs of a
call. Cisco voice gateways set this information to “cisco” for the H.323
protocol.
Parameter
How to Set It
Originating gateway remote
gateway IP address
Select to include the IP address of the originating gateway’s terminating
gateway in the call details for each call in the report. The default is
unselected.
For a call coming in through the voice gateway to an IP phone registered to
a Communications Manager, the remote gateway IP address is that of the
Communications Manager.
Originating gateway remote
gateway port
Select to include the port number of the originating gateway’s terminating
gateway in the call details for each call in the report. The default is
unselected.
For a call coming in through the voice gateway to an IP phone registered to
a Communications Manager, the remote gateway port is that of the
Communications Manager.
Originating gateway remote
media IP address
Select to include the IP address of the originating gateway’s remote media
in the call details for each call in the report. The default is unselected.
The remote media address is the IP address to which media is streamed.
For a call coming in through the voice gateway to an IP phone registered to
a Communications Manager, the remote media IP address is that of the
phone.
Originating gateway remote
media port
Select to include the port number of the originating gateway’s terminating
media in the call details for each call in the report. The default is
unselected.
For a call coming in through the voice gateway to an IP phone registered to
a Communications Manager, the remote gateway port is that of the phone.
Terminating gateway session
protocol
Select to include the protocol being used on the terminating VoIP legs of a
call. Cisco voice gateways set this information to “cisco” for the H.323
protocol.
Terminating gateway remote
gateway IP address
Select to include the IP address of the terminating gateway’s originating
gateway in the call details for each call in the report. The default is
unselected.
For a call leaving the voice gateway from an IP phone registered to a
Communications Manager, the originating gateway IP address is that of the
Communications Manager.
Terminating gateway remote
gateway port
Select to include the port number of the terminating gateway’s originating
gateway in the call details for each call in the report. The default is
unselected.
For a call leaving the voice gateway from an IP phone registered to a
Communications Manager, the originating gateway port is that of the
Communications Manager.
Terminating gateway remote
media IP address
Select to include the IP address of the terminating gateway’s remote media
in the call details for each call in the report. The default is unselected.
The remote media address is the IP address to which media is streamed.
For a leaving the voice gateway from an IP phone registered to a
Communications Manager, the remote media IP address is that of the
phone.
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Parameter
How to Set It
Terminating gateway remote
media port
Select to include the port number of the terminating gateway’s originating
media port in the call details for each call in the report. The default is
unselected.
For a call leaving the voice gateway from an IP phone registered to a
Communications Manager, the remote media port is that of the phone.
Report Settings
Maximum number of calls to
return
Specify the maximum number of calls to include in the report. The default is
1000 calls.
NOTE: No matter how many calls you choose to include in the call details
section of the report, the report will also include a small table that indicates
how many calls actually met your search criteria. This number may, and
probably will, exceed the number of calls you choose to return.
Order rows by?
Select one of the following call detail options as the criterion for sorting the
rows in the report:
 Ascending Time (oldest to most recent)
 Descending Time (most recent to oldest)
 Longest Duration (longest to shortest)
 Shortest Duration (shortest to longest)
 Calling Number
 Called Number
 Orig Gateway Name. If you select this option, also check the
Originating gateway name parameter under the Gateway and Port
information folder of this script.
 Term Gateway Name. If you select this option, also check the
Terminating gateway name parameter under the Gateway and Port
Information folder of this script.
 Inbound Trunk Group. If you select this option, also check the Inbound
trunk group name parameter under the Gateway and Port information
folder of this script.
 Outbound Trunk Group. If you select this option, also check the
Outbound trunk group name parameter under the Gateway and Port
information folder of this script.
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Select output folder
Set parameters for the output folder. The default folder name is
CallDetail_H323Gateway.
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
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Set miscellaneous report properties as desired. The default report name is
Cisco H.323 Gateway Call Details.
Parameter
How to Set It
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
Raise event if report succeeds?
Set to y to raise an event if the report is successfully generated. The default
is y.
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successfully generated. The default is 35.
Event severity when report has no Set the severity level, from 1 to 40, to indicate the importance of an event in
data
which the report contains no data. The default is 25.
Event severity when report fails
3.16
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report cannot be generated. The default is 5.
Report_CallFailureCauses
Use this Knowledge Script to analyze the failure causes for calls matching criteria you specify. You
can select more than one filter in the Search Criteria parameters.
NOTE: Unlike other modules, for the Call Data Analysis module, the Report agent pulls data from the
Data Warehouse rather than from the AppManager repository. The Report agent uses Windows
authentication to access the Data Warehouse.
Resource Object
Report agent
Default Schedule
By default, this script runs once.
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
Select data source
Select the data for your report by View Name, Data Warehouse, or Data
Source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
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79
Parameter
How to Set It
Exclude these failure codes
Specify a list of termination codes (separated by commas) that are not to be
considered failures. See Termination Codes for a list of available codes.
NOTE: Codes 0, 16, 31, 126, and 393216 are automatically excluded. They
are normal termination codes. However, these codes may appear in events
if the other side of the call has a failure code that has not been excluded.
Minimum duration
Specify the minimum duration filter for calls selected by the script. Calls with
a duration of less than the minimum will not be included in the report, even
if all other criteria are satisfied. The default is 0 seconds.
Search Criteria
Note for entering search criteria: If you specify only the wildcard (*) for a field (such as calling number),
AppManager matches only those calls that have a value for that field. Calls for which that field has no value
(i.e., is NULL) will not be matched. For example, if you specify * in the Calling partition name parameter, the
search matches only those calls that have some partition name configured. To match all calls (including calls
that have no value for the selected field), leave the search criteria parameter blank.
Calling number
Specify the calling number you want to find.
Called number
Specify the called number you want to find.
Calling device name
Specify the name of the calling device you want to find.
Called device name
Specify the name of the called device you want to find.
Calling device IP address
Specify the IP addresses of the calling devices you want to find. Use one of
the following formats:
 Single dotted-decimal IP address, such as 10.41.2.31
 Dotted-decimal IP address that includes a wildcard, such as 10.41.*.*,
which would search for all IP addresses in the range of 10.41.0.0 to
10.41.255.255.
 Range of dotted-decimal IP addresses separated by a hyphen, such
as 10.41.2.31-10.41.2.41. The first address indicates the beginning of
the range; the second IP address marks the end of the range.
Called device IP address
Specify the IP addresses of the called devices you want to find. Use one of
the following formats:
 Single dotted-decimal IP address, such as 10.41.2.31
 Dotted-decimal IP address that includes a wildcard, such as 10.41.*.*,
which would search for all IP addresses in the range of 10.41.0.0 to
10.41.255.255.
 Range of dotted-decimal IP addresses separated by a hyphen, such
as 10.41.2.31-10.41.2.41. The first address indicates the beginning of
the range; the second IP address marks the end of the range.
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Calling device location name
Specify the name of the calling device location you want to find. Use the
location configured on the Communications Manager.
Called device location name
Specify the name of the called device location you want to find. Use the
location configured on the Communications Manager.
Calling partition name
Specify the name of the calling partition you want to find.
Called partition name
Specify the name of the called partition you want to find.
Inbound trunk group name
Specify the name of the inbound trunk group you want to find.
CallData Knowledge Scripts
Parameter
How to Set It
Outbound trunk group name
Specify the name of the outbound trunk group you want to find.
Report Settings
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Include table?
Set to y to include a table of data stream values in the report. The default is
y.
Include time details table?
Set to y to include the time details table in the report. The time details table
presents a breakdown of the failure causes that occurred during each hour
of the reporting period.
Include chart?
Set to y to include a chart of data stream values in the report. The default is
y.
Select chart style
Define the graphic properties for the charts in your report. The default style
is Pie.
Select output folder
Set parameters for the output folder. The default folder name is
CallDataFailureCauses.
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
Set miscellaneous report properties as desired. The default report name is
Call Failure Causes.
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
Raise event if report succeeds?
Set to y to raise an event if the report is successfully generated. The default
is y.
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successful. The default is 35.
Event severity when report has
no data
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report contains no data. The default is 25.
Event severity when report fails
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report fails. The default is 5.
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3.16.1
Termination Codes
Use this list of termination codes (also known as call release cause codes) to complete the Exclude
these failure codes parameter.
Termination
Code
Description
Explanation
0
No error
No error.
1
Unallocated (unassigned)
number
Indicates the called party cannot be reached because,
although the called party number is in a valid format, it is not
currently allocated (assigned).
2
No route to specified transit
network (national use)
Indicates one of the following:
 The equipment sending this code has received a request
to route the call through a transit network it does not
recognize. The equipment does not recognize the transit
network either because the transit network does not exist
or because the transit network exists but does not serve
the equipment sending the code.
 The prefix 0 is invalid for the entered number.
3
No route to destination
Indicates one of the following:
 The called party cannot be reached because the network
through which the call has been routed does not service
the desired destination. This cause is supported on a
network-dependent basis.
 A 1 was dialed when not required. Redial without the 1.
4
Send special information
tone
Indicates one of the following:
 The prefix 1 is not required for this number.
 The called party cannot be reached for reasons of a longterm nature. The special information tone should be
returned to the calling party.
82
5
Misdialed trunk prefix
(national use)
Indicates the erroneous inclusion of a trunk prefix in the called
party number.
6
Channel unacceptable
Indicates a called user cannot negotiate for a B-channel other
than that specified in the SETUP message.
7
Call awarded and being
delivered in an established
channel
Indicates the user has been awarded the incoming call and the
call is being connected to a channel (such as packet mode or
X.25 virtual calls) already established to that user for similar
calls.
8
Preemption
Indicates a call has been preempted.
9
Preemption - circuit reserved Indicates a call has been preempted because the circuit is
for reuse
reserved for reuse.
16
Normal call clearing
CallData Knowledge Scripts
Indicates normal call clearing has occurred.
Termination
Code
Description
Explanation
17
User busy
Indicates the called party is unable to accept another call
because the user busy condition has been encountered. Code
17 may be generated by the called user or by the network. In
the case of user-determined user busy, it is noted that the user
equipment is compatible with the call.
18
No user responding
Indicates a called party does not respond to a call
establishment message with an alerting or connect indication
within the allotted prescribed period of time (before timer T303
or T310 has expired).
19
No answer from user (user
alerted)
Indicates the called user has provided an alerting indication,
but not a connect indication within a prescribed period of time
(before timer T301 has expired).
20
Subscriber absent
Indicates one of the following:·
 A mobile station has logged off.
 Radio contact is not obtained with a mobile station.
 A personal telecommunications user is temporarily not
addressable at any user-network interface.
21
Call rejected
Indicates one of the following:
 The equipment sending this cause does not want to
accept the call, although it could have accepted the call
because it is neither busy nor incompatible.
 May be generated by the network, indicating the call was
cleared due to a supplementary service constraint.
22
Number changed
Indicates the called party number indicated by the calling party
is no longer assigned. The new called party number may
optionally be included in the diagnostic field. If a network does
not support this cause, cause #1 shall be used.
26
Non-selected user clearing
Indicates the user has not been awarded the incoming call.
27
Destination out of order
Indicates the destination indicated by the user cannot be
reached because the interface to the destination is not
functioning correctly.
The term "not functioning correctly" indicates a signal message
was unable to be delivered to the remote party, as in the
following examples:
 Physical layer or data link layer failure at the remote party
 User equipment off-line
28
Invalid number format
(address incomplete)
Indicates one of the following:
 The called party cannot be reached because the called
party number is not in a valid format or is not complete.
 The user should be returned a Special Intercept
Announcement.
CallData Knowledge Scripts
83
Termination
Code
Description
Explanation
29
Facility rejected
Indicates one of the following:
 The network cannot provide the requested facility.
 A user in a special business group, such as a Centrex,
dialed an undefined code.
30
Response to STATUS
ENQUIRY
Indicates one of the following:
 This cause is included in the Status Message when the
reason for sending the Status Message was the previous
receipt of a Status Enquiry message.
 A user from outside a basic business group, such as a
Centrex, has violated an access restriction feature.
31
Normal, unspecified
Used to report a normal event only when no other cause in the
normal class applies.
34
No circuit/channel available
Indicates no appropriate circuit or channel is available to
handle the call.
38
Network out of order
Indicates the network is not functioning correctly and the
condition is likely to last a relatively long time. Immediately reattempting the call is not likely to be successful.
39
Permanent frame mode
connection out of service
Indicates a permanent connection was terminated, probably
due to equipment failure.
40
Permanent frame mode
connection operational
Indicates a permanent connection is operational again. The
connection was previously terminated, probably due to
equipment failure.
41
Temporary failure
Indicates the network is not functioning correctly and the
condition is not likely to last a long time. The user may want to
attempt another call almost immediately.
May also indicate a data link layer malfunction locally or at the
remote network interface, or a call was cleared due to protocol
error(s) at the remote network interface.
42
Switching equipment
congestion
Indicates the switching equipment generating this cause is
experiencing a period of high traffic.
43
Access information
discarded
Indicates the network is unable to deliver user information
(such as user-to-user information, low-level compatibility, or
sub-address) to the remote users as requested.
44
Requested circuit/channel
not available
Indicates the other side of the interface cannot provide the
circuit or channel indicated by the requesting entity.
46
Precedence call blocked
Indicates the remote device that was called is busy.
47
Resource unavailable,
unspecified
Indicates one of the following:
 No other cause in the resource unavailable class applies.
 The original destination is unavailable. Invoke redirection
to a new destination.
49
84
Quality of Service not
available
CallData Knowledge Scripts
Indicates the network cannot provide the requested Quality of
Service. May be a subscription problem.
Termination
Code
Description
Explanation
50
Requested facility not
subscribed
Indicates this facility is unavailable because the user has not
subscribed to it.
53
Service operation violated
Indicates the user has violated the service operation.
54
Incoming calls barred
Indicates the user will not accept the call delivered in the
SETUP message.
55
Incoming calls barred within
Closed User Group (CUG)
Indicates the network does not allow the user to receive calls.
57
Bearer capability not
authorized
Indicates the user has requested a bearer capability
implemented by the equipment that generated this cause.
However, the user is not authorized to use it. This common
problem is caused by incorrect Telco provisioning of the line at
the time of installation.
58
Bearer capability not
presently available
Indicates the user has requested a bearer capability
implemented by the equipment that generated this cause.
However, bearer capability is unavailable at the present time.
This problem may be due to a temporary network problem or a
subscription problem.
62
Inconsistency in designated
outgoing access information
and subscriber class
Indicates an inconsistency in the designated outgoing access
information and subscriber class.
63
Service or option not
available, unspecified
Indicates a service or option is not available. Used only when
no other cause in this class applies.
65
Bearer capability not
implemented
Indicates the equipment sending this cause does not support
the requested bearer capability.
66
Channel type not
implemented
Indicates the called party has reached an unsupported channel
type.
69
Requested facility not
implemented
Indicates the network (or node) does not support the requested
bearer capability and therefore cannot be accessed at this
time.
70
Only restricted digital
information bearer capability
available (national use)
Indicates the calling party has requested an unrestricted bearer
service. However, the equipment sending this cause supports
only the restricted version of the requested bearer capability.
79
Service or option not
implemented, unspecified
Indicates a service or option was not implemented. Used only
when no other cause in this class applies.
81
Invalid call reference value
Indicates the equipment sending this cause has received a
message with a call reference not currently in use on the usernetwork interface. This value applies only if the call reference
value is 1 or 2 octets long and is not the global call reference.
82
Identified channel does not
exist
Indicates the equipment sending this cause has received a
request to use a channel not active on the interface for a call.
83
A suspended call exists, but
this call identity does not
Indicates a suspended call exists but the call's identity does
not.
84
Call identity in use
Indicates a call identity is in use.
85
No call suspended.
Indicates no call is suspended.
CallData Knowledge Scripts
85
Termination
Code
Description
Explanation
86
Call having the requested
Indicates the call having the requested call identity has cleared.
call identity has been cleared
87
User not member of Closed
User Group (CUG)
Indicates the call was not completed, probably due to one of
the following reasons:
 The dialed number is incorrect
 The user is not authorized to use (or has not subscribed
to) the requested service
 User is using a service the remote device is not
authorized to use
88
Incompatible destination
Indicates the equipment sending this cause has received a
request to establish a call that has low layer compatibility, high
layer compatibility, or other compatibility attributes (such as
data rate or DN subaddress), which cannot be accommodated.
This call can be returned by a switch to a CPE when trying to
route a call to an incompatible facility, or one without a data
rate.
90
Destination number missing
and DC not subscribed
Indicates the call was not completed, probably due to one of
the following reasons:
 The dialed number is incorrect
 The user is not authorized to use (or has not subscribed
to) the requested service
 User is using a service the remote device is not
authorized to use
91
Invalid transit network
selection (national use)
Indicates an invalid transit network selection has been
requested.
95
Invalid message, unspecified Indicates the entity sending this cause has received an invalid
message. Used when no other cause in this class applies.
96
Mandatory information
element is missing
Indicates the equipment sending this cause has received a
message that is missing an information element that must be
present in the message before the message can be processed.
97
Message type non-existent
or not implemented
Indicates one of the following:
 The equipment sending this cause has received a
message type it does not recognize. Either the message
is not defined, or it is defined and not implemented by the
equipment sending this cause.
 A problem with the remote configuration or with the local
D-channel.
98
86
Message not compatible with Indicates one of the following:
the call state, or the message
 Message received is not compatible with the call state
type is non-existent or not
implemented
 Message type is non-existent or not implemented
CallData Knowledge Scripts
Termination
Code
Description
Explanation
99
An information element or
parameter non-existent or
not implemented
Indicates the equipment sending this cause has received a
message that includes information elements not recognized
because either the information element identifier is not defined,
or it is defined but not implemented by the equipment sending
the cause. However, the information element is not required for
the equipment sending the cause to process the message.
100
Invalid information element
contents
Indicates the equipment sending this cause has received an
information element it has implemented. However, one or more
fields of the information elements are coded in such a way
(such as truncated, invalid extension bit, invalid field values)
that the information element has not been implemented by the
equipment sending this cause.
101
The message not compatible Indicates one of the following:
with the call state
 The equipment sending this cause has received a
message that procedures indicate is not a permissible
message to receive at this time.
 The switch sending this cause is clearing the call because
a threshold has been exceeded for multiple protocol
errors during an active call.
102
Call terminated when timer
Indicates a procedure has been initiated by the expiration of a
expired; a recovery routine
timer in associated with error-handling procedures.
executed to recover from the
error
103
Parameter non-existent or
Indicates the equipment sending this cause has received a
not implemented - passed on message that includes parameters not recognized because the
(national use)
parameters are defined but not implemented by the equipment
sending the cause. The parameters were ignored.
In addition, if the equipment sending this cause is an
intermediate point, this cause indicates the parameters were
passed on unchanged.
110
Message with unrecognized
parameter discarded
Indicates the equipment sending this cause has discarded a
received message that includes a parameter that is not
recognized.
111
Protocol error, unspecified
Reports a protocol error event only when no other cause in this
class applies. This cause may be displayed if the user failed to
dial a 9 or an 8 for an outside line. In addition, this cause may
be returned in the event of certain types of restrictions as to
number of calls.
122
Precedence level exceeded
Indicates users attempted to make a call with a higher level of
precedence than the highest precedence level authorized for
their line.
CallData Knowledge Scripts
87
Termination
Code
Description
Explanation
123
Device not preemptable
Indicates one of the following:
 The dialed number is non-preemptable. That is, the dialed
number registers as busy and has no call waiting, no call
forwarding, and no alternate party designations.
 The dialed number has a higher precedence level (or
priority) than the dialing number and cannot be
preempted.
3.17
125
Out of bandwidth
Indicates not enough bandwidth was found to connect a call to
the destination location.
126
Call split
A Cisco-specific code used by Communications Manager.
Indicates a call was terminated during a transfer operation
because it was split off and terminated (not part of the final
transferred call). This code can help determine which calls
were terminated as part of a feature operation.
127
Interworking, unspecified
Indicates an interworking call (usually a call to SW56 service)
has ended. May also be seen in the event of a non-specific
rejection by a long distance carrier.
129
Precedence out of bandwidth Indicates not enough bandwidth was found to connect a
precedence call to the destination location.
262144
0x40000
Conference full
A Cisco-specific code. Indicates a conference is at full capacity
and can accept no new callers.
393216
0x60000
Call split
A Cisco-specific code used by Unified Communications
Manager. Indicates a call was terminated during a transfer
operation because it was split off and terminated (not part of
the final transferred call). This code can help determine which
calls were terminated as part of a feature operation.
458752
0x70000
Drop any party/drop last
party
A Cisco-specific code. Indicates a call was dropped from a
conference by the new feature "drop any party/drop last party."
Report_CallJitter
Use this Knowledge Script to categorize calls as having good, acceptable, or poor jitter based on
thresholds you set. Calls that do not have a jitter measurement are categorized as having “no data.”
You can select only Unified Communications Manager Data Sources for this report. H.323 gateways
do not provide jitter measurements.
NOTE: Unlike other modules, for the Call Data Analysis module, the Report agent pulls data from the
Data Warehouse rather than from the AppManager repository. The Report agent uses Windows
authentication to access the Data Warehouse.
3.17.1
Resource Object
Report agent
88
CallData Knowledge Scripts
3.17.2
Default Schedule
By default, this script runs once.
3.17.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
Select data source(s)
Select the data for your report by View Name, Data Warehouse, or Data
Source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
Minimum duration
Specify the minimum duration filter for calls selected by the script. Calls with
a duration of less than the minimum will not be included in the report, even
if all other criteria are satisfied. The default is 1 second.
NOTE: Calls that are not completed (i.e., have a duration of 0 seconds) do
not generate call jitter data. Therefore, the minimum duration default is 1
second.
Group by
Select the delimiter by which you want to group the calls in your report. You
can choose from the following sorting options:
 Data Publisher. Choose this option to sort the report by the
Communications Manager Publisher or the Unified Communications
Manager primary server.
 Calling Partition
 Called Partition
 Calling Location
 Called Location
 Outbound Trunk Group
 Inbound Trunk Group
 Outbound Gateway
 Inbound Gateway
 CallManager Cluster. This option provides the same sorting results
as Data Publisher. This option is maintained in the script to provide
backwards compatibility to older versions of AppManager for Call Data
Analysis.
 None. Choose this option to combine all calls into a single group.
Show time details by
Select the time details you want to show for each group of calls. You can
choose from the following detail options:
 Hour of Day
 Day of Week
 Day of Month
 None. If you select None, no time details are shown.
CallData Knowledge Scripts
89
Parameter
How to Set It
Thresholds
Threshold - Good-Acceptable
jitter
Specify the value below which the call is acceptable and equal to or above
which the call is good. The default is 40 ms.
Threshold - Acceptable-Poor jitter Specify the value below which the call is poor and above which the call is
acceptable. The default is 60 ms.
Report Settings
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Include table?
Set to y to include a table of data stream values in the report. The default is
y.
Include chart?
Set to y to include a chart of data stream values in the report. The default is
y.
Select chart style
Define the graphic properties for the charts in your report. The default style
is Bar_Stacked.
NOTE: To create a chart that indicates the percentage for each category,
select Pie.
Select output folder
Set parameters for the output folder. The default folder name is
CallDataJitter.
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
Set miscellaneous report properties as desired. The default report name is
Call Jitter.
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
90
Raise event if report succeeds?
Set to y to raise an event if the report is successfully generated. The default
is y.
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successful. The default is 35.
Event severity when report has
no data
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report contains no data. The default is 25.
Event severity when report fails
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report fails. The default is 5.
CallData Knowledge Scripts
3.18
Report_CallJitterLoss
Use this Knowledge Script to categorize the percentage of calls lost due to jitter as being good,
acceptable, or poor based on thresholds you set. Only calls from H.323 RADIUS Data Sources can
be included in this report because only these Data Sources provide information about discarded
packets.
Jitter loss calculations are based on the number of packets received and the number of packets
discarded. Discarded packets are those that arrive too early or too late to be stored in the jitter buffer.
Calls that contain no information about received and discarded packets are placed into a “no data”
category. In addition, calls that are not completed are not included in the report; they do not contain
information about received and discarded packets.
NOTE: Unlike other modules, for the Call Data Analysis module, the Report agent pulls data from the
Data Warehouse rather than from the AppManager repository. The Report agent uses Windows
authentication to access the Data Warehouse.
3.18.1
Resource Object
Report agent
3.18.2
Default Schedule
By default, this script runs once.
3.18.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
Select data source(s)
Select the data for your report by View Name, Data Warehouse, or Data
Source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
Minimum duration
Specify the minimum duration filter for calls selected by the script. Calls with
a duration of less than the minimum will not be included in the report, even
if all other criteria are satisfied. The default is 1 second.
NOTE: Calls that are not completed (i.e., have a duration of zero seconds)
do not generate data about received and discarded packets. Therefore, the
minimum duration default is 1 second.
CallData Knowledge Scripts
91
Parameter
How to Set It
Group by
Select the delimiter by which you want to group the calls in your report. You
can choose from the following sorting options:
 Data Publisher. Choose this option to sort the report by RADIUS
gateway.
 Outbound Gateway
 Inbound Gateway
 None. Choose this option to combine all calls into a single group.
Show time details by
Select the time details you want to show for each group of calls. You can
choose from the following detail options:
 Hour of Day
 Day of Week
 Day of Month
 None. If you select None, no time details are shown.
Thresholds
Threshold - Good-Acceptable
percent jitter loss
Specify the percentage below which the jitter loss is acceptable and equal
to or above which the jitter loss is good. The default is 0.5%.
Threshold - Acceptable-Poor
percent jitter loss
Specify the percentage below which the jitter loss is poor and above which
the jitter loss is acceptable. The default is 1.0%.
Report Settings
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Include table?
Set to y to include a table of data stream values in the report. The default is
y.
Include chart?
Set to y to include a chart of data stream values in the report. The default is
y.
Select chart style
Define the graphic properties for the charts in your report. The default style
is Bar_Stacked.
NOTE: To create a chart that indicates the percentage for each category,
select Pie.
Select output folder
Set parameters for the output folder. The default folder name is
CallDataJitterLoss.
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
92
CallData Knowledge Scripts
Set miscellaneous report properties as desired. The default report name is
Call Jitter Loss.
Parameter
How to Set It
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
3.19
Raise event if report succeeds?
Set to y to raise an event if the report is successfully generated. The default
is y.
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successfully generated. The default is 35.
Event severity when report has
no data
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report contains no data. The default is 25.
Event severity when report fails
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report cannot be generated. The default is 5.
Report_CallMOS
Use this Knowledge Script to categorize calls as having good, acceptable, or poor MOS or R-value
based on thresholds you set.
Calls for which a MOS cannot be calculated are categorized as having “no data.” In addition, a MOS
is not calculated for calls that are not completed.
MOS is calculated by AppManager (using the E-model) for H.323 RADIUS Data Sources; it is
calculated by Cisco (using a Cisco algorithm) for Unified Communications Manager Data Sources.
NOTE: Unlike other modules, for the Call Data Analysis module, the Report agent pulls data from the
Data Warehouse rather than from the AppManager repository. The Report agent uses Windows
authentication to access the Data Warehouse.
3.19.1
Resource Object
Report agent
3.19.2
Default Schedule
By default, this script runs once.
3.19.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
CallData Knowledge Scripts
93
Parameter
How to Set It
Select data source(s)
Select the data for your report by Type, View Name, Data Warehouse, or
Data Source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
Minimum duration
Specify the minimum duration filter for calls selected by the script. Calls with
a duration of less than the minimum will not be included in the report, even
if all other criteria are satisfied. The default is 1 second.
NOTE: Calls that are not completed (i.e., have a duration of 0 seconds) do
not generate MOS data. Therefore, the minimum duration default is 1
second.
Group by
Select the delimiter by which you want to group the calls in your report. You
can choose from the following sorting options:
 Data Publisher. Choose this option to sort the report by RADIUS
gateway or Communications Manager Publisher.
 Calling Partition
 Called Partition
 Calling Location
 Called Location
 Outbound Trunk Group
 Inbound Trunk Group
 Outbound Gateway
 Inbound Gateway
 CallManager Cluster
 None. Choose this option to combine all calls into a single group.
Show time details by
Select the time details you want to show for each group of calls. You can
choose from the following detail options:
 Hour of Day
 Day of Week
 Day of Month
 None. If you select None, no time details are shown.
Thresholds
Metric
Select whether to analyze call MOS or R-value. The R-value is calculated
from the MOS score. For more information, see Section 3.3.2, “Reviewing
Call Quality Metrics for Gateways and Routers,” on page 42.
If your Data Source is a Communications Manager, do not select R-value.
Communications Managers provide only a Listening MOS value; an Rvalue cannot be accurately calculated from a Listening MOS value.
94
Threshold - Good-Acceptable
Specify the MOS score below which a call is acceptable and equal to or
above which a call is good. The default is 4.03.
Threshold - Acceptable-Poor
Specify the MOS score below which a call is poor and above which a call is
acceptable. The default is 3.6.
CallData Knowledge Scripts
Parameter
How to Set It
Report Settings
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Include table?
Set to y to include a table of data stream values in the report. The default is
y.
Include chart?
Set to y to include a chart of data stream values in the report. The default is
y.
Select chart style
Define the graphic properties for the charts in your report. The default style
is Bar_Stacked.
NOTE: To create a chart that indicates the percentage for each category,
select Pie.
Select output folder
Set parameters for the output folder. The default folder name is
CallDataMOS.
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
Set miscellaneous report properties as desired. The default report name is
Call MOS.
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is y. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
Raise event if report succeeds?
Set to y to raise an event if the report is successfully generated. The default
is y.
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successfully generated. The default is 35.
Event severity when report has no Set the severity level, from 1 to 40, to indicate the importance of an event in
data
which the report contains no data. The default is 25.
Event severity when report fails
3.20
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report cannot be generated. The default is 5.
Report_CallPacketLoss
Use this Knowledge Script to categorize calls as having a good, acceptable, or poor packet loss
percentage based on thresholds you set. Calls that do not have a packet loss measurement are
categorized as having “no data.”
NOTE: Unlike other modules, for the Call Data Analysis module, the Report agent pulls data from the
Data Warehouse rather than from the AppManager repository. The Report agent uses Windows
authentication to access the Data Warehouse.
CallData Knowledge Scripts
95
3.20.1
Resource Object
Report agent
3.20.2
Default Schedule
By default, this script runs once.
3.20.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
Select data source(s)
Select the data for your report by View Name, Data Warehouse, or Data
Source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
Minimum duration
Specify the minimum duration filter for calls selected by the script. Calls
with a duration of less than the minimum will not be included in the report,
even if all other criteria are satisfied. The default is 1 second.
NOTE: Calls that are not completed (i.e., have a duration of 0 seconds) do
not generate packet loss data. Therefore, the minimum duration default is 1
second.
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Parameter
How to Set It
Group by
Select the delimiter by which you want to group the calls in your report. You
can choose from the following sorting options:
 Data Publisher. Choose this option to sort the report by the entity that
generates the data: Communications Manager Publisher, Unified
Communications Manager primary server, or RADIUS gateway.
 Calling Partition (applies to Communications Manager Data
Sources)
 Called Partition (applies to Communications Manager Data Sources)
 Calling Location (applies to Communications Manager Data
Sources)
 Called Location (applies to Communications Manager Data Sources)
 Outbound Trunk Group (applies to Communications Manager Data
Sources)
 Inbound Trunk Group (applies to Communications Manager Data
Sources)
 Outbound Gateway (applies to all Data Sources)
 Inbound Gateway (applies to all Data Sources)
 CallManager Cluster. This option provides the same sorting results
as Data Publisher. This option is maintained in the script to provide
backwards compatibility to older versions of AppManager for Call
Data Analysis.
 None. Choose this option to combine all calls into a single group.
NOTE: If your Select data source(s) and Group by selections are
incompatible (perhaps you selected an H.323 data source and a
Communications Manager grouping), the report ignores your Group by
selection and uses the default selection, which is Data Publisher.
Show time details by
Select the time details you want to show for each group of calls. You can
choose from the following detail options:
 Hour of Day
 Day of Week
 Day of Month
 None. If you select None, no time details are shown.
Thresholds
Threshold - Good-Acceptable
percent packet loss
Specify the value below which the call is acceptable and equal to or above
which the call is good. The default is 0.5%.
Threshold - Acceptable-Poor
percent packet loss
Specify the value below which the call is poor and above which the call is
acceptable. The default is 1.0%.
Report Settings
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Include table?
Set to y to include a table of data stream values in the report. The default is
y.
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97
Parameter
How to Set It
Include chart?
Set to y to include a chart of data stream values in the report. The default is
y.
Select chart style
Define the graphic properties for the charts in your report. The default style
is Bar_Stacked.
Select output folder
Set parameters for the output folder. The default folder name is
CallDataPacketLoss.
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
Set miscellaneous report properties as desired. The default report name is
Call Packet Loss.
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
Raise event if report succeeds?
Set to y to raise an event if the report is successfully generated. The default
is y.
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successful. The default is 35.
Event severity when report has no Set the severity level, from 1 to 40, to indicate the importance of an event in
data
which the report contains no data. The default is 25.
Event severity when report fails
3.21
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report fails. The default is 5.
Report_CallQualityByPhone
Use this Knowledge Script to identify the directory numbers (extensions) experiencing problems with
call quality. AppManager calculates call metrics for calls in which the specified directory number
originated the call and for calls in which the specified directory number was the destination.
 Jitter is an estimate of the statistical variance of the RTP data packet interarrival time, measured
in milliseconds and expressed as an unsigned integer. Interarrival jitter is the mean deviation
(smoothed absolute value) of the difference in packet spacing at the receiver compared to the
sender for a pair of packets.
 Latency is the average value of the difference between the time stamp indicted by the senders of
the messages and the timestamp of the receivers, measured when the messages are received.
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 MOS (Mean Opinion Score) is an overall score representing the quality of a call. The MOS is a
number between 1 and 5. A MOS of 5 is excellent; a MOS of 1 is unacceptably bad.
AppManager uses the MOS Cisco has already calculated using its own algorithm.
 Packet loss equals the percentage of data packets lost since the beginning of reception. This
number is calculated based on the number of packets expected and the number of packets
actually received. The number of packets received includes those that were late or duplicates.
Packets that arrive late are not counted as lost; the presence of duplicate packets could result in
a negative lost data amount.
You can sort the rows in this report according to its various columns:
 Directory Number
 Duration of All Calls
 Duration of Originated Calls
 Success Rate
 Average MOS
 Worst MOS
 Average Jitter
 Worst Jitter
 Average Latency
 Worst Latency
 Average Packet Loss
 Worst Packet Loss
You can select only Unified Communications Manager Data Sources for this report. H.323 gateways
cannot provide the required list of configured directory numbers.
NOTE: Unlike other modules, for the Call Data Analysis module, the Report agent pulls data from the
Data Warehouse rather than from the AppManager repository. The Report agent uses Windows
authentication to access the Data Warehouse.
3.21.1
Resource Object
Report agent
3.21.2
Default Schedule
By default, this script runs once.
3.21.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
Select data source
Select the data for your report by View Name, Data Warehouse, or Data
Source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
Minimum duration
Specify the minimum duration filter for calls selected by the script. The
default is 0 seconds.
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Parameter
How to Set It
Exclude these failure codes
Specify a list of termination codes (separated by commas) that are not to be
considered failures. For more information, see Section 3.16.1, “Termination
Codes,” on page 82.
NOTE: Codes 0, 16, 31, 126, and 393216 are automatically excluded. They
are normal termination codes. However, these codes may appear in events
if the other side of the call has a failure code that has not been excluded.
Search Criteria
Note for entering search criteria: If you specify only the wildcard (*) for a field (such as calling number),
AppManager matches only those calls that have a value for that field. Calls for which that field has no value
(i.e., is NULL) will not be matched. For example, if you specify * in the Calling partition name parameter, the
search matches only those calls that have some partition name configured. To match all calls (including calls
that have no value for the selected field), leave the search criteria parameter blank.
Directory number
Specify the directory numbers for which you want to identify call quality
problems.
Device name
Specify the device names for which you want to identify call quality
problems.
Device IP address
Specify the IP address of the devices you want to find. Use one of the
following formats:
 Single dotted-decimal IP address, such as 10.41.2.31
 Dotted-decimal IP address that includes a wildcard, such as 10.41.*.*,
which would search for all IP addresses in the range of 10.41.0.0 to
10.41.255.255.
 Range of dotted-decimal IP addresses separated by a hyphen, such
as 10.41.2.31-10.41.2.41. The first address indicates the beginning of
the range; the second IP address marks the end of the range.
Device location name
Specify the names of the device locations for which you want to identify call
quality problems. Use the location configured on the Unified
Communications Manager.
Partition name
Specify the partition names for which you want to identify call quality
problems.
Report Settings
Order rows by?
Select the column by which you want to sort the rows in the report.
MOS type?
Select whether to display Average or Minimum MOS in your report.
 Average MOS is the running average of scores observed since the
beginning of a call.
 Minimum MOS is the minimum score observed since the beginning of
a call, and represents the worst-sounding eight-second interval.
100
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Select output folder
Set parameters for the output folder. The default folder name is
CallQualityByPhone.
CallData Knowledge Scripts
Parameter
How to Set It
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
Set miscellaneous report properties as desired. The default report name is
Call Quality By Phone.
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
3.22
Raise event if report succeeds?
Set to y to raise an event when the report is successfully generated. The
default is y.
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successful. The default is 35.
Event severity when report has
no data
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report contains no data. The default is 25.
Event severity when report fails
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report fails. The default is 5.
Report_CallSuccessRate
Use this Knowledge Script to determine the success rate of calls recorded with the selected Data
Source. A successful call is determined by the call’s disconnect cause code.
NOTE: Unlike other modules, for the Call Data Analysis module, the Report agent pulls data from the
Data Warehouse rather than from the AppManager repository. The Report agent uses Windows
authentication to access the Data Warehouse.
3.22.1
Resource Object
Report agent
3.22.2
Default Schedule
By default, this script runs once.
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101
3.22.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
Select data source(s)
Select the data for your report by View Name, Data Warehouse, or Data
Source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
Group by
Select the delimiter by which you want to group the calls in your report. You
can choose from the following sorting options:
 Data Publisher. Choose this option to sort the report by the entity that
generates the data: Communications Manager Publisher, Unified
Communications Manager primary server, or RADIUS gateway.
 Calling Partition (applies to Communications Manager Data
Sources)
 Called Partition (applies to Communications Manager Data Sources)
 Calling Location (applies to Communications Manager Data
Sources)
 Called Location (applies to Communications Manager Data Sources)
 Outbound Trunk Group (applies to Communications Manager Data
Sources)
 Inbound Trunk Group (applies to Communications Manager Data
Sources)
 Outbound Gateway (applies to all Data Sources)
 Inbound Gateway (applies to all Data Sources)
 CallManager Cluster. This option provides the same sorting results
as Data Publisher. This option is maintained in the script to provide
backwards compatibility to older versions of AppManager for Call
Data Analysis.
 None. Choose this option to combine all calls into a single group.
NOTE: If your Select data source(s) and Group by selections are
incompatible (perhaps you selected an H.323 data source and a
Communications Manager grouping), the report ignores your Group by
selection and uses the default selection, which is Data Publisher.
Show time details by
Select the time details you want to show for each group of calls. You can
choose from the following detail options:
 Hour of Day
 Day of Week
 Day of Month
 None. If you select None, no time details are shown.
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Parameter
How to Set It
Exclude these failure codes
Specify a list of termination codes (separated by commas) that are not to be
considered failures. For more information, see Section 3.16.1, “Termination
Codes,” on page 82.
NOTE: Codes 0, 16, 31, 126, and 393216 are automatically excluded. They
are normal termination codes. However, these codes may appear in events
if the other side of the call has a failure code that has not been excluded.
Report Settings
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Include table?
Set to y to include a table of data stream values in the report. The default is
y.
Include chart?
Set to y to include a chart of data stream values in the report. The default is
y.
Select chart style
Define the graphic properties for the charts in your report. The default style
is Bar.
Select output folder
Set parameters for the output folder. The default folder name is
CallDataSuccessRate.
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
Set miscellaneous report properties as desired. The default report name is
Call Success Rate.
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
Raise event if report succeeds?
Set to y to raise an event when the report is successfully generated. The
default is y.
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successful. The default is 35.
Event severity when report has no Set the severity level, from 1 to 40, to indicate the importance of an event in
data
which the report contains no data. The default is 25.
Event severity when report fails
3.23
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report fails. The default is 5.
Report_CallTraffic
Use this Knowledge Script to summarize call traffic by call type.
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103
NOTE: Unlike other modules, for the Call Data Analysis module, the Report agent pulls data from the
Data Warehouse rather than from the AppManager repository. The Report agent uses Windows
authentication to access the Data Warehouse.
3.23.1
Resource Object
Report agent
3.23.2
Default Schedule
By default, this script runs once.
3.23.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
104
Select data source(s)
Select the data for your report by View Name, Data Warehouse, or Data
Source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
Minimum duration
Specify the minimum duration filter for calls selected by the script. Calls with
a duration of less than the minimum will not be included in the report, even
if all other criteria are satisfied. The default is 0 seconds.
CallData Knowledge Scripts
Parameter
How to Set It
Group by
Select the delimiter by which you want to group the calls in your report. You
can choose from the following sorting options:
 Data Publisher. Choose this option to sort the report by the entity that
generates the data: Communications Manager Publisher, Unified
Communications Manager primary server, or RADIUS gateway.
 Calling Partition (applies to Communications Manager Data
Sources)
 Called Partition (applies to Communications Manager Data Sources)
 Calling Location (applies to Communications Manager Data
Sources)
 Called Location (applies to Communications Manager Data Sources)
 Outbound Trunk Group (applies to Communications Manager Data
Sources)
 Inbound Trunk Group (applies to Communications Manager Data
Sources)
 Outbound Gateway (applies to all Data Sources)
 Inbound Gateway (applies to all Data Sources)
 CallManager Cluster. This option provides the same sorting results
as Data Publisher. This option is maintained in the script to provide
backwards compatibility to older versions of AppManager for Call Data
Analysis.
 None. Choose this option to combine all calls into a single group.
NOTE: If your Select data source(s) and Group by selections are
incompatible (perhaps you selected an H.323 data source and a
Communications Manager grouping), the report ignores your Group by
selection and uses the default selection, which is Data Publisher.
Report Settings
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Include table?
Set to y to include a table of data stream values in the report. The default is
y.
Include chart?
Set to y to include a chart of data stream values in the report. The default is
y.
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105
Parameter
How to Set It
Show duration in Erlangs or
seconds?
Select whether to display call duration in Erlangs or Seconds. The default
is Erlangs.
Also known as a traffic unit, an Erlang is a measurement of traffic load
during the busy hour, and is based on having 3600 seconds (60 minutes or
one hour) of calls on the same circuit, trunk, or port. (In other words, one
circuit is busy for one hour regardless of the number of calls or the average
length of calls). For example, if a call center received 30 six-minutes calls in
the busy hour, it received 180 call minutes, or three Erlangs. If a call center
received 100 calls that averaged 36 seconds in the busy hour, it received
3600 call seconds or one Erlang.
You can use the following formula to calculate an Erlang value:
Traffic in Erlangs =
(Number of calls in the busy hour) * (AHT seconds)/3600
Select chart style
Define the graphic properties for the charts in your report. The default style
is Bar_Stacked.
NOTE: To create a chart that indicates the percentage of each type of call,
select Pie.
Select output folder
Set parameters for the output folder. The default folder name is
CallDataTraffic.
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
Set miscellaneous report properties as desired. The default report name is
Call Traffic.
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
106
Raise event if report succeeds?
Set to y to raise an event when the report is successfully generated. The
default is y.
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successful. The default is 35.
Event severity when report has
no data
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report contains no data. The default is 25.
Event severity when report fails
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report fails. The default is 5.
CallData Knowledge Scripts
3.24
Report_CallVolume
Use this Knowledge Script to summarize the number and duration of calls recorded with the selected
Data Source.
In this report, calls that have an originating gateway and a terminating gateway that are different are
associated with the originating gateway. For a clearer view of incoming and outgoing calls on a pergateway basis, use the Report_TrunkGroupByHour report.
NOTE: Unlike other modules, for the Call Data Analysis module, the Report agent pulls data from the
Data Warehouse rather than from the AppManager repository. The Report agent uses Windows
authentication to access the Data Warehouse.
3.24.1
Resource Object
Report agent
3.24.2
Default Schedule
By default, this script runs once.
3.24.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
Select data source(s)
Select the data for your report by View Name, Data Warehouse, or Data
Source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
Minimum duration
Specify the minimum duration filter for calls selected by the script. Calls
with a duration of less than the minimum will not be included in the report,
even if all other criteria are satisfied. The default is 0 seconds.
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Parameter
How to Set It
Group by
Select the delimiter by which you want to group the calls in your report. You
can choose from the following sorting options:
 Data Publisher. Choose this option to sort the report by the entity that
generates the data: Communications Manager Publisher, Unified
Communications Manager primary server, or RADIUS gateway.
 Calling Partition (applies to Communications Manager Data
Sources)
 Called Partition (applies to Communications Manager Data Sources)
 Calling Location (applies to Communications Manager Data
Sources)
 Called Location (applies to Communications Manager Data Sources)
 Outbound Trunk Group (applies to Communications Manager Data
Sources)
 Inbound Trunk Group (applies to Communications Manager Data
Sources)
 Outbound Gateway (applies to all Data Sources)
 Inbound Gateway (applies to all Data Sources)
 CallManager Cluster. This option provides the same sorting results
as Data Publisher. This option is maintained in the script to provide
backwards compatibility to older versions of AppManager for Call
Data Analysis.
 None. Choose this option to combine all calls into a single group.
NOTE: If your Select data source(s) and Group by selections are
incompatible (for instance, if you selected an H.323 data source and a
Communications Manager grouping), the report ignores your Group by
selection and uses the default selection, which is Data Publisher.
Show time details by
Select the time details you want to show for each group of calls. Choose
from the following detail options:
 Hour of Day
 Day of Week
 Day of Month
 None. If you select None, no time details are shown.
Group time details based on
Select the way in which you want to group the time details for calls. Choose
one of the following:
 Start time - to group entire calls by the time periods in which the calls
start. For example, you choose to group calls by Hour of Day. Five
calls begin during the 12:00 hour. Regardless of the duration of the
calls, the report will show five calls during the 12:00 hour.
 Call duration - to split calls into multiple groups based on the duration
of the calls. For example, you choose to group calls by Hour of Day.
Five calls begin during the 12:00 hour. Three of the calls complete
during the 12:00 hour, two calls complete during the 1:00 hour, and
one call that began at 11:45 completes during the 12:00 hour. The
report will show four calls during the 12:00 hour and two calls during
the 1:00 hour.
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Parameter
How to Set It
Report Settings
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Include table?
Set to y to include a table of data stream values in the report. The default is
y.
Include chart?
Set to y to include a chart of data stream values in the report. The default is
y.
Units for chart
Select the unit of measurement that should appear on the Y axis of the
chart: Duration or Number Of Calls. The default is Number of Calls.
If you select Duration, the duration unit measurement is determined by the
value you select in the Show duration in Erlangs or seconds? parameter.
Show duration in Erlangs or
seconds?
Select whether you want the duration measurement to display in Erlangs or
seconds. The default is Erlangs.
Also known as a traffic unit, an Erlang is a measurement of traffic load
during the busy hour, and is based on having 3600 seconds (60 minutes or
one hour) of calls on the same circuit, trunk, or port. (In other words, one
circuit is busy for one hour regardless of the number of calls or the average
length of calls). For example, if a call center received 30 six-minutes calls in
the busy hour, it received 180 call minutes, or three Erlangs. If a call center
received 100 calls that averaged 36 seconds in the busy hour, it received
3600 call seconds or one Erlang.
You can use the following formula to calculate an Erlang value:
Traffic in Erlangs =
(Number of calls in the busy hour) * (AHT seconds)/3600
Select chart style
Define the graphic properties for the charts in your report. The default style
is Bar.
Select output folder
Set parameters for the output folder. The default folder name is
CallDataVolume.
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
Set miscellaneous report properties as desired. The default report name is
Call Volume.
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
Raise event if report succeeds?
Set to y to raise an event when the report is successfully generated. The
default is y.
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109
Parameter
How to Set It
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successful. The default is 35.
Event severity when report has no Set the severity level, from 1 to 40, to indicate the importance of an event in
data
which the report contains no data. The default is 25.
Event severity when report fails
3.25
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report fails. The default is 5.
Report_CallVolumeEDS
Use this Knowledge Script to summarize the number and duration of calls recorded with the selected
Data Source.
In this report, calls that have an originating gateway and a terminating gateway that are different are
associated with the originating gateway. For a clearer view of incoming and outgoing calls on a pergateway basis, use the Report_TrunkGroupByHour report.
NOTE: Unlike other modules, for the Call Data Analysis module, the Report agent pulls data from the
Data Warehouse rather than from the AppManager repository. The Report agent uses Windows
authentication to access the Data Warehouse.
3.25.1
Resource Object
Report agent
3.25.2
Default Schedule
By default, this script runs once.
3.25.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
110
Select data source(s)
Select the data for your report by View Name, Data Warehouse, or Data
Source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
Minimum duration
Specify the minimum duration filter for calls selected by the script. Calls
with a duration of less than the minimum will not be included in the report,
even if all other criteria are satisfied. The default is 0 seconds.
CallData Knowledge Scripts
Parameter
How to Set It
Group by
Select the delimiter by which you want to group the calls in your report. You
can choose from the following sorting options:
 Data Publisher. Choose this option to sort the report by the entity that
generates the data: Communications Manager Publisher, Unified
Communications Manager primary server, or RADIUS gateway.
 Calling Partition (applies to Communications Manager Data
Sources)
 Called Partition (applies to Communications Manager Data Sources)
 Calling Location (applies to Communications Manager Data
Sources)
 Called Location (applies to Communications Manager Data Sources)
 Outbound Trunk Group (applies to Communications Manager Data
Sources)
 Inbound Trunk Group (applies to Communications Manager Data
Sources)
 Outbound Gateway (applies to all Data Sources)
 Inbound Gateway (applies to all Data Sources)
 CallManager Cluster. This option provides the same sorting results
as Data Publisher. This option is maintained in the script to provide
backwards compatibility to older versions of AppManager for Call
Data Analysis.
 None. Choose this option to combine all calls into a single group.
NOTE: If your Select data source(s) and Group by selections are
incompatible (for instance, if you selected an H.323 data source and a
Communications Manager grouping), the report ignores your Group by
selection and uses the default selection, which is Data Publisher.
Show time details by
Select the time details you want to show for each group of calls. Choose
from the following detail options:
 Hour of Day
 Day of Week
 Day of Month
 None. If you select None, no time details are shown.
Group time details based on
Select the way in which you want to group the time details for calls. Choose
one of the following:
 Start time - to group entire calls by the time periods in which the calls
start. For example, you choose to group calls by Hour of Day. Five
calls begin during the 12:00 hour. Regardless of the duration of the
calls, the report will show five calls during the 12:00 hour.
 Call duration - to split calls into multiple groups based on the duration
of the calls. For example, you choose to group calls by Hour of Day.
Five calls begin during the 12:00 hour. Three of the calls complete
during the 12:00 hour, two calls complete during the 1:00 hour, and
one call that began at 11:45 completes during the 12:00 hour. The
report will show four calls during the 12:00 hour and two calls during
the 1:00 hour.
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Parameter
How to Set It
Report Settings
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Include table?
Set to y to include a table of data stream values in the report. The default is
y.
Include chart?
Set to y to include a chart of data stream values in the report. The default is
y.
Units for chart
Select the unit of measurement that should appear on the Y axis of the
chart: Duration or Number Of Calls. The default is Number of Calls.
If you select Duration, the duration unit measurement is determined by the
value you select in the Show duration in Erlangs or seconds? parameter.
Show duration in Erlangs or
seconds?
Select whether you want the duration measurement to display in Erlangs or
seconds. The default is Erlangs.
Also known as a traffic unit, an Erlang is a measurement of traffic load
during the busy hour, and is based on having 3600 seconds (60 minutes or
one hour) of calls on the same circuit, trunk, or port. (In other words, one
circuit is busy for one hour regardless of the number of calls or the average
length of calls). For example, if a call center received 30 six-minutes calls in
the busy hour, it received 180 call minutes, or three Erlangs. If a call center
received 100 calls that averaged 36 seconds in the busy hour, it received
3600 call seconds or one Erlang.
You can use the following formula to calculate an Erlang value:
Traffic in Erlangs =
(Number of calls in the busy hour) * (AHT seconds)/3600
Select chart style
Define the graphic properties for the charts in your report. The default style
is Bar.
Select output folder
Set parameters for the output folder. The default folder name is
CallDataVolume.
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
Set miscellaneous report properties as desired. The default report name is
Call Volume.
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
Raise event if report succeeds?
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Set to y to raise an event when the report is successfully generated. The
default is y.
Parameter
How to Set It
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successful. The default is 35.
Event severity when report has no Set the severity level, from 1 to 40, to indicate the importance of an event in
data
which the report contains no data. The default is 25.
Event severity when report fails
3.26
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report fails. The default is 5.
Report_CCME_StatsByEPhone
Use this Knowledge Script to summarize the call statistics for Cisco Communications Manager
Express phones (ephones) based on configuration information retrieved by the CCME_GetConfig
Knowledge Script. You must run GetConfig and the Data Collection job before you can run
StatsByEPhone.
This report can summarize the following call statistics:
 Communications Manager Express
 Total Calls
 Total Duration
 Originated Calls
 Duration of Originated Calls
 Failed Calls
 Completed Calls
 Success Rate
 Completion Rate
You can sort the rows in this report according to its various columns:
 Directory Number
 Duration of All Calls
 Duration of Originated Calls
 Number of Originated Calls
 Completion Rate
 Success Rate
NOTE: Unlike other modules, for the Call Data Analysis module, the Report agent pulls data from the
Data Warehouse rather than from the AppManager repository. The Report agent uses Windows
authentication to access the Data Warehouse.
3.26.1
Resource Object
Report agent
3.26.2
Default Schedule
By default, this script runs once.
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3.26.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
Select data source
Select the data for your report by View Name, Data Warehouse, or Data
Source. You may select only one H.323 RADIUS data source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
Minimum duration
Specify the minimum duration filter for calls selected by the script. The
default is 0 seconds.
Exclude these failure codes
Type a list of termination codes (separated by commas) that are not to be
considered failures. For more information, see Section 3.16.1, “Termination
Codes,” on page 82.
NOTE: Codes 0, 16, 31, 126, and 393216 are automatically excluded. They
are normal termination codes. However, these codes may appear in events
if the other side of the call has a failure code that has not been excluded.
Search Criteria
Note for entering search criteria: If you specify only the wildcard (*) for a field (such as calling number),
AppManager matches only those calls that have a value for that field. Calls for which that field has no value
(i.e., is NULL) will not be matched. For example, if you specify * in the Calling partition name parameter, the
search matches only those calls that have some partition name configured. To match all calls (including calls
that have no value for the selected field), leave the search criteria parameter blank.
Gateway name
Specify the name of the Communications Manager Express gateway for
which you want to gather call statistics. Leave this field blank to gather
statistics for all Communications Manager Express gateways.
Directory number
Specify the directory number for which you want to gather call statistics.
Device name
Specify the name of the device for which you want to gather call statistics.
Device IP address
Specify the IP addresses of the devices you want to find. Use one of the
following formats:
 Single dotted-decimal IP address, such as 10.41.2.31
 Dotted-decimal IP address that includes a wildcard, such as 10.41.*.*,
which would search for all IP addresses in the range of 10.41.0.0 to
10.41.255.255.
 Range of dotted-decimal IP addresses separated by a hyphen, such
as 10.41.2.31-10.41.2.41. The first address indicates the beginning of
the range; the second IP address marks the end of the range.
Report Settings
114
Order rows by?
Select the column by which you want to sort the rows in the report. The
default is DirectoryNumber.
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Select output folder
Set parameters for the output folder. The default folder name is
CCME_StatsByEPhone.
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Parameter
How to Set It
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
Set miscellaneous report properties as desired. The default report name is
Cisco CME Call Statistics By EPhone.
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
Raise event if report succeeds?
Set to y to raise an event when the report is successfully generated. The
default is y.
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successful. The default is 35.
Event severity when report has no Set the severity level, from 1 to 40, to indicate the importance of an event in
data
which the report contains no data. The default is 25.
Event severity when report fails
3.27
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report fails. The default is 5.
Report_CCME_Summary
Use this Knowledge Script to summarize the following call statistics for Cisco Communications
Manager Express gateways:
 Number of calls
 Total duration
 Completed calls
 Failed calls
 Abandoned calls
 Success rate
 Completion rate
By default, these statistics are broken down by incoming vs. outgoing calls from and to
Communications Manager Express phones — details are shown for outgoing, incoming, and local
Communications Manager Express calls.
In addition, you can choose to break down the statistics by Communications Manager Express calls
to and from the PSTN vs. calls to and from the IP network. If you choose this option, details are
shown for calls outgoing to the PSTN, outgoing to the IP, incoming from the PSTN, and incoming from
the IP, and for local Communications Manager Express calls.
NOTE: Unlike other modules, for the Call Data Analysis module, the Report agent pulls data from the
Data Warehouse rather than from the AppManager repository. The Report agent uses Windows
authentication to access the Data Warehouse.
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3.27.1
Resource Object
Report agent
3.27.2
Default Schedule
By default, this script runs once.
3.27.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
Select data source
Select the data for your report by View Name, Data Warehouse, or Data
Source. You may select only one H.323 RADIUS data source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
Gateway name
Specify the name of the Communications Manager Express gateway for
which you want to gather call statistics. Leave this field blank to gather
statistics for all Communications Manager Express gateways.
Minimum duration
Specify the minimum duration filter for calls selected by the report. The
default is 0 seconds.
Exclude these failure codes
Type a list of termination codes (separated by commas) that are not to be
considered failures. For more information, see Section 3.16.1, “Termination
Codes,” on page 82.
NOTE: Codes 0, 16, 31, 126, and 393216 are automatically excluded. They
are normal termination codes. However, these codes may appear in events
if the other side of the call has a failure code that has not been excluded.
Report Settings
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Include table?
Set to y to include a table of call statistics in the report. The default is y.
Include chart?
Set to y to include a chart of call statistics in the report. The default is y.
If you choose to include a chart, use the Select call statistic for chart
parameter to select the statistic you want to display in the chart.
Show breakdown of PSTN calls
vs. IP calls?
Set to y to include a breakdown of statistics by Communications Manager
Express calls to/from the PSTN vs. calls to/from the IP network. If you
choose this option, details are shown for calls outgoing to the PSTN,
outgoing to the IP, incoming from the PSTN, and incoming from the IP, and
for local Communications Manager Express calls.
The default is n.
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Parameter
How to Set It
Select call statistic for chart
Select the call statistic you want to display, per gateway, in a chart in the
report. You can choose from:
 Number of Calls (default)
 Duration
 Success Rate
 Completion Rate
Show duration in Erlangs or
seconds?
Select whether to display call duration in Erlangs or Seconds. The default
is Erlangs.
Also known as a traffic unit, an Erlang is a measurement of traffic load
during the busy hour, and is based on having 3600 seconds (60 minutes or
one hour) of calls on the same circuit, trunk, or port. (In other words, one
circuit is busy for one hour regardless of the number of calls or the average
length of calls). For example, if a call center received 30 six-minutes calls in
the busy hour, it received 180 call minutes, or three Erlangs. If a call center
received 100 calls that averaged 36 seconds in the busy hour, it received
3600 call seconds or one Erlang.
You can use the following formula to calculate an Erlang value:
Traffic in Erlangs =
(Number of calls in the busy hour) * (AHT seconds)/3600
Select chart style
Define the graphic properties for the charts in your report. The default style
is Bar.
Select output folder
Set parameters for the output folder. The default folder name is
CCME_CallSummary.
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
Set miscellaneous report properties as desired. The default report name is
Cisco CME Call Summary.
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
Raise event if report succeeds?
Set to y to raise an event when the report is successfully generated. The
default is y.
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successful. The default is 35.
Event severity when report has no Set the severity level, from 1 to 40, to indicate the importance of an event in
data
which the report contains no data. The default is 25.
Event severity when report fails
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report fails. The default is 5.
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3.28
Report_FrequentlyCalledNumbers
Use this Knowledge Script to display any destination phone numbers called frequently during a
specified time range. The report contains three columns: Called Number, Total Calls, and Total
Duration.
3.28.1
Identifying Toll Fraud
The concept of toll fraud encompasses two separate but related security problems: frequently called
numbers and the inappropriate use of long-distance capabilities, such as overly long calls to foreign
countries or 900 numbers.
You can use the Report_FrequentlyCalledNumbers Knowledge Script to discover whether any
particular phone number is being called more often than seems reasonable. Perhaps a once-a-month
call to a European client is acceptable, but ten calls in one week indicates a problem.
The Report_FrequentlyCalledNumbers Knowledge Script creates a table that identifies the
destination number, the number of calls made to the destination number, and the total duration of all
calls made to the destination number. You set the threshold for “too many” calls — the report will
display data for every destination phone number that received more calls than that threshold. Then
use the Report_CallDetail_CiscoCallMgr Knowledge Script to identify the originating phone number
of all calls made to the phone number in question.
The CallDetail_CiscoCallMgr Knowledge Script can also help your efforts to identify overly long calls.
For instance, while making rounds, a courier went from office to office, picked up a phone in a public
area, dialed a premium number, and then left, leaving the call active. The companies were billed for
several hours of charges to the premium number.
With the Report_CallDetail_CiscoCallMgr Knowledge Script, you can create a report that looks for
trends in overly long calls. Set the Maximum duration parameter to the maximum length of an
acceptable call. Acceptable durations will vary by company, but for this scenario, let us say ten
minutes. The report will present a list of calls that exceed the ten-minute limit.
3.28.2
Resource Object
Report agent
3.28.3
Default Schedule
By default, this script runs once.
3.28.4
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
118
Select data source
Select the data for your report by View Name, Data Warehouse, or Data
Source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
CallData Knowledge Scripts
Parameter
How to Set It
Search Criteria
Called number pattern
Specify the phone number pattern you want to find. The pattern can include
the * wildcard. For example, to search for external calls, type 9*.
Leave this parameter blank to include all calls in the report, as long as all
other criteria are satisfied.
Minimum duration of each call
Specify the minimum duration filter for calls selected by the script. Calls with
a duration of less than the minimum will not be included in the report, even
if all other criteria are satisfied.
Accept the default of 0 to indicate no limit.
Minimum number of calls
Specify the minimum number of times a number must be called before it
can be included in your report. For example, if you type 5, your report will
include only those numbers called five or more times.
The default is 2 calls.
Report Settings
Maximum number of rows to
return
Specify the maximum number of rows to include in the table in the report.
The default is 1000 rows.
NOTE: No matter how many rows you choose to include in the report, the
report will indicate how many rows actually met your search criteria. This
number may, and probably will, exceed the number of rows you choose to
return.
Order rows by?
Select the delimiter by which you want to sort the calls in your report. You
can choose from the following sorting options:
 Total Calls (default)
 Total Duration
 Called Number
Show duration in Erlangs or
seconds?
Select whether to display call duration in Erlangs or Seconds. The default
is Seconds.
Also known as a traffic unit, an Erlang is a measurement of traffic load
during the busy hour, and is based on having 3600 seconds (60 minutes or
one hour) of calls on the same circuit, trunk, or port. (In other words, one
circuit is busy for one hour regardless of the number of calls or the average
length of calls). For example, if a call center received 30 six-minutes calls in
the busy hour, it received 180 call minutes, or three Erlangs. If a call center
received 100 calls that averaged 36 seconds in the busy hour, it received
3600 call seconds or one Erlang.
You can use the following formula to calculate an Erlang value:
Traffic in Erlangs =
(Number of calls in the busy hour) * (AHT seconds)/3600
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Select output folder
Set parameters for the output folder. The default folder name is
FrequentlyCalledNumbers.
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119
Parameter
How to Set It
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
Set miscellaneous report properties as desired. The default report name is
Frequently Called Numbers.
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
3.29
Raise event if report succeeds?
Set to y to raise an event if the report is successfully generated. The default
is y.
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successful. The default is 35.
Event severity when report has
no data
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report contains no data. The default is 25.
Event severity when report fails
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report fails. The default is 5.
Report_GatewayDialPeers
Use this Knowledge Script to summarize call statistics for the POTS (Plain Old Telephone System)
and VoIP dial peers of the gateways included in the report. By default, these statistics include total
calls, total duration, failed calls, and success rate. You can choose to include call quality statistics for
VoIP dial peers.
A dial peer is the association of a dialed sequence of numbers with a device in a telephone network.
In a POTS network, a dial peer maps to a specific voice port on a local router or gateway. In a VoIP
network, a dial peer maps to a remote network device, such as a router, a gateway, or a Cisco Unified
Communications Manager. There is a one-to-one correspondence between a dial peer and a call leg.
A call leg is a component of the accounting records generated by a Cisco H.323 gateway. A call leg
represents a logical connection between the gateway and a telephony or IP endpoint. Each call
processed through a gateway consists of one or more call legs.
3.29.1
Resource Object
Report agent
3.29.2
Default Schedule
By default, this script runs once.
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3.29.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
Select data source
Select the data for your report by View Name, Data Warehouse, or Data
Source. You can select only one H.323 RADIUS Data Source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
Gateway name
Indicate the name of the gateway for which you want to summarize call
statistics. Leave this field blank to summarize statistics for all gateways
associated with the Data Source
Direction of calls
Select the direction of the calls for which you want to summarize statistics.
Choose from Inbound Only, Outbound Only, or Inbound and Outbound.
The default is Inbound and Outbound.
Type of dial peer
Select the dial peer for which you want to summarize call statistics. Choose
from POTS Only, VoIP Only, or POTS and VoIP.
The default is POTS and VoIP.
Minimum duration
Specify the minimum duration filter for calls selected by the script. Calls
with a duration of less than the minimum will not be included in the report,
even if all other criteria are satisfied. The default is 0 seconds.
Exclude these failure codes
Specify a list of termination codes (separated by commas) you do not want
to include in the report. In other words, any call that terminates with one of
the listed codes will not be included in the report. For more information, see
Section 3.16.1, “Termination Codes,” on page 82.
NOTE: Codes 0, 16, 31, 126, and 393216 are automatically excluded. They
are normal termination codes. However, these codes may appear in events
if the other side of the call has a failure code that has not been excluded.
Report Settings
Include quality metrics?
Select whether to include call quality metrics in the report. You can choose
from Metrics with a MOS, Metrics with an R-value, or No Metrics. For
more information, see Section 3.3.2, “Reviewing Call Quality Metrics for
Gateways and Routers,” on page 42.
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Parameter
How to Set It
Show duration in Erlangs or
seconds?
Select whether to display call duration in Erlangs or Seconds. The default
is Seconds.
Also known as a traffic unit, an Erlang is a measurement of traffic load
during the busy hour, and is based on having 3600 seconds (60 minutes or
one hour) of calls on the same circuit, trunk, or port. (In other words, one
circuit is busy for one hour regardless of the number of calls or the average
length of calls). For example, if a call center received 30 six-minutes calls in
the busy hour, it received 180 call minutes, or three Erlangs. If a call center
received 100 calls that averaged 36 seconds in the busy hour, it received
3600 call seconds or one Erlang.
You can use the following formula to calculate an Erlang value:
Traffic in Erlangs =
(Number of calls in the busy hour) * (AHT seconds)/3600
Order rows by?
Select the delimiter by which you want to sort the calls in your report. You
can choose from the following sorting options:
 Dial Peer (default)
 Number of Calls
 Duration of Calls
 Success Rate
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Select output folder
Set parameters for the output folder. The default folder name is
GatewayDialPeers.
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
Set miscellaneous report properties as desired. The default report name is
Cisco Voice Gateway Dial Peers.
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
Raise event if report succeeds?
Set to y to raise an event if the report is successfully generated. The default
is y.
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successful. The default is 35.
Event severity when report has no Set the severity level, from 1 to 40, to indicate the importance of an event in
data
which the report contains no data. The default is 25.
Event severity when report fails
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Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report fails. The default is 5.
3.30
Report_TrunkGroupByHour
Use this Knowledge Script to display the trunk group or gateway volume by hour for the selected
Cisco Unified Communications Manager clusters or to display the gateway, trunk group, or interface
volume for the selected H.323 RADIUS Data Source. The report includes a breakdown of calls that
are inbound, outbound, or both (tandem).
A Communications Manager trunk group points to a series of devices (gateways or intercluster trunks
to remote Communications Managers) through which calls are to be routed.
An H.323 gateway trunk group consists of a set of interfaces on the gateway configured to belong to
the trunk group.
NOTE: Unlike other modules, for the Call Data Analysis module, the Report agent pulls data from the
Data Warehouse rather than from the AppManager repository. The Report agent uses Windows
authentication to access the Data Warehouse.
3.30.1
Resource Object
Report agent
3.30.2
Default Schedule
By default, this script runs once.
3.30.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
Select data source(s)
Select the data for your report by Data Source Type, View Name, Data
Warehouse, and Data Source.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
Show results by
Select whether to show results for Trunk Groups, Gateways, or
Interfaces. The default is Trunk Groups.
The Interfaces option is valid only for H.323 RADIUS Data Sources.
Gateway name
Use this parameter to specify which gateways to include in the report.
Specify the name of the gateway you want to include in the report. To
include multiple gateways, use the * as a wildcard character. For example,
type RAL* to include the gateways named RAL001, RAL003, and RAL010.
Leave this parameter blank to include all gateways.
This parameter is valid only for H.323 RADIUS Data Sources.
Minimum duration
Specify the minimum duration filter for calls selected by the script. Calls
with a duration of less than the minimum will not be included in the report,
even if all other criteria are satisfied. The default is 0 seconds.
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Parameter
How to Set It
Report Settings
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Include table?
Set to y to include a table of data stream values in the report. The default is
y.
Include chart?
Set to y to include a chart of data stream values in the report. The default is
y.
Units for chart and peak hour
calculation
Select the unit of measurement that should appear on the Y axis of the
chart: Duration or Number Of Calls. The default is Number of Calls.
If you select Duration, the duration unit measurement is determined by the
value you select in the Show duration in Erlangs or seconds? parameter.
Show duration in Erlangs or
seconds?
Select whether to display call duration in Erlangs or Seconds. The default
is Erlangs.
Also known as a traffic unit, an Erlang is a measurement of traffic load
during the busy hour, and is based on having 3600 seconds (60 minutes or
one hour) of calls on the same circuit, trunk, or port. (In other words, one
circuit is busy for one hour regardless of the number of calls or the average
length of calls). For example, if a call center received 30 six-minutes calls in
the busy hour, it received 180 call minutes, or three Erlangs. If a call center
received 100 calls that averaged 36 seconds in the busy hour, it received
3600 call seconds or one Erlang.
You can use the following formula to calculate an Erlang value:
Traffic in Erlangs =
(Number of calls in the busy hour) * (AHT seconds)/3600
Select chart style
Define the graphic properties for the charts in your report. The default style
is Bar_Stacked.
Select output folder
Set parameters for the output folder. The default folder name is
TrunkGroupByHour.
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
Set miscellaneous report properties as desired. The default report name is
Trunk Group By Hour.
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
Raise event if report succeeds?
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Set to y to raise an event when the report is successfully generated. The
default is y.
Parameter
How to Set It
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successful. The default is 35.
Event severity when report has no Set the severity level, from 1 to 40, to indicate the importance of an event in
data
which the report contains no data. The default is 25.
Event severity when report fails
3.31
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report fails. The default is 5.
Report_UnusedPhones
Use this Knowledge Script to create a list of unused phones. This script bases the report on the list of
phones configured on Cisco Unified Communications Manager or Unified Communications Manager
Express. It looks at the phones configured at the time of the most recent successful data collection,
and then, using the criteria you set in the parameters, creates a list of phones that have been unused
for n days.
When running this script, keep in mind how far back the data goes, including the initial data load. If
you specify an initial data load of seven days, and then run this script, any phone whose last call was
at least eight days ago will show up on the report as having no calls — in other words, as unused.
You can select Communications Managers or H.323 gateways as Data Sources for this report. Before
using this report to identify unused Communications Manager Express phones (based on the H.323
gateways you select), run the CCME_GetConfig Knowledge Script, which provides meaningful data
for all Communications Manager Express phones.
3.31.1
Resource Object
Report agent
3.31.2
Default Schedule
By default, this script runs once.
3.31.3
Setting Parameter Values
Set the following parameters as needed:
Parameter
How to Set It
Data Source
Select data source
Select the data for your report by View Name, Data Warehouse, or Data
Source. To work with Communications Manager Express phones, select
H.323 Gateways.
Select time range
Select a Specific or Sliding date/time range from which the report should
pull data. The default is Sliding.
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125
Parameter
How to Set It
Gateway name
Use this parameter only if you selected H.323 Gateways as a data source.
Specify the name of the Communications Manager Express gateway for
which you want to find unused phones. Alternatively, type a partial name
and the * wildcard to indicate Communications Manager Express names
that match a pattern.
Leave this field blank to gather statistics for all Communications Manager
Express gateways known by the data source.
Minimum days since last call
Specify the minimum unused days filter for calls selected by the script.
Phones unused for less than the minimum will not be included in the report,
even if all other criteria are satisfied.
Type 0 to include all unused phones in the report.
Minimum duration when looking
for calls
Specify the minimum duration filter for calls selected by the script. Calls
with a duration of less than the minimum will not be included in the report,
even if all other criteria are satisfied. The default is 0 seconds.
Direction of calls
Specify the direction filter for calls selected by the script. You can choose to
include calls that are Outbound Only, Inbound Only, or both Inbound
and Outbound.
Report Settings
Order rows by?
Select the criterion by which you want to sort the rows in the report:
 Most Recently Used. In order by date from the most recently used
phone to the least recently used phone.
 Least Recently Used. In order by date from the least recently used
phone to the most recently used phone.
All phones used on any given day are sorted by directory number. For
example, the report may show 10 phones used on April 4, 7 phones used
on April 3, and 12 phones used on April 2. April 4th’s 10 phones are sorted
by directory number, as are the phones for April 3 and April 2.
Include parameter help card?
Set to y to include a table in the report that lists parameter settings for the
report script. The default is y.
Select output folder
Set parameters for the output folder. The default folder name is
UnusedPhones.
Add job ID to output folder name? Set to y to append the job ID to the name of the output folder. The default is
n.
A job ID is helpful for making the correlation between a specific instance of
a Report script and the corresponding report.
Select properties
Set miscellaneous report properties as desired. The default report name is
Unused Phones.
Add time stamp to title?
Set to y to append a time stamp to the title of the report, making each title
unique. The default is n. The time stamp is made up of the date and time
the report was generated.
Adding a time stamp is useful in order to run consecutive iterations of the
same report without overwriting previous output.
Event Notification
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Parameter
How to Set It
Raise event if report succeeds?
Set to y to raise an event when the report is successfully generated. The
default is y.
Event severity when report
succeeds
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report is successful. The default is 35.
Event severity when report has no Set the severity level, from 1 to 40, to indicate the importance of an event in
data
which the report contains no data. The default is 25.
Event severity when report fails
Set the severity level, from 1 to 40, to indicate the importance of an event in
which the report fails. The default is 5.
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4
Troubleshooting AppManager for Call
Data Analysis
4
This chapter describes how to troubleshoot AppManager for Call Data Analysis.
4.1
Call Data Analysis Module Installed on Repository
Server
Problem: You accidentally installed the Call Data Analysis module on the AppManager repository
server.
Solution: You can remove the module without uninstalling AppManager. For more information, see
Section 2.14, “Uninstalling the Call Data Analysis Module,” on page 32.
4.2
Checking Log Files
You can find three helpful logs in the \NetIQ\Temp\NetIQ_Debug\<computer> directory, where
<computer> is the computer where you installed the AppManager component (the Data Warehouse):
 mo.log
 mctrace.log
 NQCallData.log
4.3
Knowledge Scripts Do Not Appear in CallData Tab
Problem: Several scripts do not appear in the CallData tab in the Knowledge Script pane:
 CancelDataCollection
 ChangeSchedule
 ConfigureCallTypes
 DataCollectionStatus
 ExecuteDataCollection
 RemoveDataSource
Reason: Operator Console needs to be refreshed.
Solution: After you run the CallData_AddDataSource script, press F5 to refresh AppManager and add
the missing scripts to the tab.
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4.4
Data Mart Files Not Removed
Problem: The Data Mart files were not completely removed after you uninstalled the AppManager
agent or after you ran the RemoveDataSource Knowledge Script.
Reason: Either the Data Mart database was in use when you uninstalled, or there were authentication
problems between the Data Warehouse and the Data Mart computer.
Solution: Use SQL Enterprise Manager on the Data Mart and Data Warehouse computers to confirm
the following items were removed. Refresh each folder in SQL Enterprise Manager to see the most
recent information.
On the Data Mart Computer
Remove These Items
All databases with the following names:
 DM_[data mart_server]_[data source computer]_CDR
 DM_[data mart_server]_H323RADIUS
Under Data Transformation Services >
Local Packages
All packages that begin with the following:
 DS_[data mart server]_[publisher]_CDR
 DS_[data mart server]_CiscoH323RADIUS
Under Management > SQL Server
Agent > Jobs
All jobs that begin with the following:
 [DS_[data mart server]_[publisher]_CDR]ETL
 [DS_[data mart server]_CiscoH323RADIUS]ETL
Under Security > Logins
All logins named as follows:
 DMAGENT_DS_[data mart server]_[publisher]_CDR
 DMAGENT_DS_[data mart server]_CiscoH323RADIUS
On the Data Warehouse Computer
Remove These Items
Under Security > Linked Servers
All links named as follows:
 DW_DS_[data mart server]_[publisher]_CDR
 DW_DS_[data mart server]
Under Security > Logins
4.5
All logins named DWAGENT_[datawarehouse_computer]
Next Run Date is Unavailable
Problem: The DataCollectionStatus Knowledge Script job shows a “Next Run Date” is “Not Available.”
Reason: More than likely, the SQLServerAgent service on the Data Mart computer has been stopped.
Solution: If the Data Mart computer has an AppManager agent installed, use the
General_ServiceDown Knowledge Script to check the status of, and restart, the SQLServerAgent
service. Otherwise, manually restart the SQLServerAgent service on the Data Mart computer, or use
the ExecuteDataCollection Knowledge Script.
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Troubleshooting AppManager for Call Data Analysis
4.6
No RADIUS Records Sent from Gateway
Problem: You configured the H.323 gateway IP address when you configured IAS on the Data Mart
computer, yet you are not receiving any RADIUS records.
Reason: You may have configured the IP address you discovered using a DNS lookup. However, this
address is not necessarily the address the gateway uses when sending RADIUS records.
Solution: Check the Windows Event Log under System Events. Look for events with a source of IAS
that have the following description: “A request was received from the invalid Client IP address
N.N.N.N.” The specified IP address may be the correct IP address is for the gateway.
For more information, see Section 2.8.1, “Internet Authentication Service (IAS),” on page 22.
4.7
Data Collection for Cisco Unified Communications
Manager Data Source Fails
Problem: The data collection job for a Cisco Unified Communications Manager Data Source fails on
step 3 (Extract Dimension Data). The error message in the step details indicates no configuration
data was found in the Cisco CM supplemental database.
Reason: To process CDRs, Call Data Analysis requires configuration information to be retrieved from
Unified Communications Manager and deposited into the Cisco CM supplemental database. The
CiscoCM_CDR_RetrieveConfigData Knowledge Script performs this task. If you have not run this
script, no configuration data was deposited in the supplemental database.
Solution: Run CiscoCM_CDR_RetrieveConfigData, which runs daily at 1 AM by default. This
scheduled run time is, by design, earlier than the default run time for the data collection SQL job
initiated by the AddDataSource_CiscoCM Knowledge Script. If you alter the schedule for either script,
ensure you schedule RetrieveConfigData to run before the data collection job.
4.8
A Data Mart is No Longer Accessible
Problem: Report jobs fail because one or more Data Mart databases are not accessible.
Reason: Certain activities, such as running the CallData_AddDataSource and
CallData_RemoveDataSource scripts, build a "view" in the Data Warehouse database that refers to
the set of Data Marts being managed by that particular warehouse. That view is used at reporting
time. If you try to run a report, and one of the Data Marts in that view is not accessible at that time, the
report fails. The report will fail even if the inaccessible Data Mart is not one of the databases that you
wanted to query for your report.
Resolution: Exclude the unresponsive Data Mart or Data Marts from your reports, and then run
discovery again to prevent problems with reports not running because of the unresponsive Data
Marts.
To exclude an unresponsive Data Mart database:
1 Run Discovery_CallDataAnalysis to raise an event that lists a Data Mart database that is not
accessible. Use the list of unresponsive databases in the event for the next step.
2 Run CallData_ChangeReportingState to exclude the Data Mart that was listed in the
Discovery_CallDataAnalysis event from the previous step.
3 Run Discovery_CallDataAnalysis again.
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131
4 Repeat steps 2 and 3 until the Discovery job runs without errors.
5 Run your reports as needed.
6 Use SQL Server tools as needed to figure out why the SQL servers listed as not accessible in
Step 1 were not responding.
7 If one or more of these unresponsive SQL servers go back online and become accessible, run
CallData_ChangeReportingState again to include them.
4.9
Unable to Connect to an Existing Data Mart After
Migration
Problem: You are unable to connect Call Data Analysis to an existing Data Mart for a particular Data
Source after you have migrated the Data Mart to another computer or a drive.
Solution: To connect to an existing Data Mart that is migrated to another computer or a drive, perform
the following:
1 On the Call Data Analysis agent computer, open the AddDataSource Knowledge Script for the
particular Data Source to which the existing Data Mart points and specify the name of the
existing Data Mart database in the Database name (blank for default) parameter.
2 Run the AddDataSource Knowledge Script.
3 On the Data Mart computer, stop and disable the ETL job corresponding to the Data Source.
4 On the Data Mart computer, execute the following query:
SELECT [Name]
,[sValue]
,[iValue]
FROM [dbo].[Variables]
5 Copy the Data Source UUID from the sValue column that corresponds to the Data Source
UUID in the Name column and paste in a notepad for reference.
6 On the Data Warehouse computer, execute the following query:
SELECT [idDBInfo]
,[idDataSourceUUID]
,[Server]
,[DBname]
FROM [dbo].[CFG_DBInfo]
7 Verify that idDataSourceUUID retrieved in step 6 is same as sValue retrieved in step 4. If the
values are not same, update idDataSourceUUID in the [dbo].[CFG_DBInfo] table. Ignore the
curly brackets {} displayed in sValue.
8 On the Data Warehouse computer, execute the following query:
SELECT [idDataSourceUUID]
,[DataSourceName]
,[idSourceDBInfo]
FROM [dbo].[CFG_DataSource]
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Troubleshooting AppManager for Call Data Analysis
9 Verify that idDataSourceUUID retrieved in step 8 is same as idDataSourceUUID retrieved in
step 6. If the values are not same, update the idDataSourceUUID value in the
[dbo].[CFG_DataSource] table.
10 On the agent computer, run the AddDataSource Knowledge Script for the particular Data Source
again. Before running the Knowledge Script, ensure that the name of the existing Data Mart
database is specified in the Database name (blank for default) parameter.
4.10
CDA Data Mart or Data Warehouse Fails to
Connect to Call Manager Data Source
Problem: A CDA Data Mart or Data Warehouse with TLS 1.2 enabled fails to communicate with a
Cisco Call Manager Data Source without TLS 1.2 enabled. The following error message is displayed:
The client and server cannot communicate, because they do not possess a common
algorithm.
Solution: In the SQL Server on which the CDA database is installed, do the following:
1 In the Control Panel, click Administrative Tools.
2 Double-click Local Security Policy.
3 Click Local Policies > Security Options.
4 In the right pane, locate and double-click the System cryptography: Use FIPS compliant
algorithms for encryption, hashing, and signing policy.
5 Click Enabled and then click OK.
6 In the Command Prompt, run gpupdate/force.
7 Restart the SQL Server Service.
If the above workaround fails, do the following:
1 In the SQL Server on which the CDA database is installed, go to
C:\ProgramData\Microsoft\Crypto\RSA.
2 Enable the Network Services read permission for the system files in the MachineKey folder.
3 Restart the SQL Server Service.
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