Quality Report Tool

Quality Report Tool
Quality Report Tool
This chapter provides information about the Quality Report Tool (QRT), a voice-quality and general
problem-reporting tool for Cisco Unified IP Phones, which acts as a service that allows users to easily and
accurately report audio and other general problems with their IP phone. QRT automatically loads with the
Cisco Unified Communications Manager installation, and the Cisco Extended Functions (CEF) service
supports it. (For more information about the Cisco Extended Functions service, see the Cisco Unified
Serviceability Administration Guide.)
As system administrator, you can enable QRT functionality by creating, configuring, and assigning a softkey
template to associate the QRT softkey on a user IP phone. You can choose from two different user modes,
depending upon the amount of user interaction with QRT that is desired.
Note
The system gives users with administrator privileges the authorization to configure QRT and view the
reports.
• Configure QRT, page 2
• Quality Report Tool Feature, page 2
• System Requirements for QRT, page 6
• Extended Functions Service Dependency, page 6
• Securing a TLS Connection to CTI, page 7
• QRT Operation, page 8
• Interactions and Restrictions, page 14
• Install and Activate QRT Functions, page 15
• QRT Feature Configuration, page 16
• Use the QRT Viewer, page 24
• Provide Information to Users for the QRT Feature, page 30
• Troubleshooting the QRT Feature, page 30
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Configure QRT
Configure QRT
The Quality Report Tool (QRT), a voice-quality and general problem-reporting tool for Cisco Unified IP
Phones, acts as a service that allows users to easily and accurately report audio and other general problems
with their IP phone. QRT automatically loads with the Cisco Unified Communications Manager installation,
and the Cisco Extended Functions (CEF) service supports it. (For more information about the Cisco Extended
Functions service, see the Cisco Unified Serviceability Administration Guide.)
As system administrator, you can enable QRT functionality by creating, configuring, and assigning a softkey
template to associate the QRT softkey on a user IP phone. You can choose from different user modes, depending
upon the amount of user interaction with QRT that is desired.
Perform the following steps to configure the QRT feature in Cisco Unified Communications Manager.
Procedure
Step 1
Create a copy of the Standard User softkey template and add the QRT softkey for the following call states:
• On Hook
• Connected
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Add the new softkey template to the common device configuration.
Add the new softkey template to the user phones by using the Phone Configuration window.
Note
You can assign the common device configuration to the phone configuration if you are using common
device configuration for the softkey. Alternatively, you can add the softkey individually to each
phone.
Using the Cisco Unified Serviceability tool, Service Activation, activate Cisco Extended Functions service.
From Cisco Unified Serviceability, configure alarms and traces for QRT.
Configure the Cisco Extended Functions service parameters for QRT.
Access the QRT Viewer to create, customize, and view IP phone problem reports.
Related Topics
Create a Softkey Template with the QRT Softkey, on page 16
Configure the QRT Softkey Template in Common Device Configuration, on page 19
Add the QRT Softkey Template in Phone Configuration, on page 19
Activate the Cisco Extended Functions Service for QRT, on page 20
Configure Alarms and Traces for QRT, on page 21
Set the Cisco Extended Functions Service Parameters for QRT, on page 22
Use the QRT Viewer, on page 24
Quality Report Tool Feature
This section provides information about the various components and the architecture of the QRT feature.
When you install Cisco Unified Communications Manager, the Cisco Extended Functions service installs and
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Components of QRT
loads the QRT functionality on the Cisco Unified Communications Manager server. Then, as system
administrator, you enable the QRT feature through the use of softkey templates and define how the feature
will work in your system by configuring system parameters and setting up Cisco Unified Serviceability tools.
You can then create, customize, and view phone problem reports by using the QRT Viewer application. (The
system includes the QRT Viewer application as part of the Real Time Monitoring Tool.
You can configure QRT availability for up to four different call states and choose from two different user
modes. The user modes determine the level of user interaction that is enabled with QRT and allow either
detailed voice-quality reports or more general phone problem reports and relevant statistics.
When users experience problems with their IP phones, they can invoke this feature by pressing the QRT
softkey on their Cisco Unified IP Phone during the Connected call state. From a supported call state, and
using the appropriate problem classification category, users can then choose the reason code that best describes
the problem that they are experiencing with their IP phone.
Related Topics
Use the QRT Viewer, on page 24
Extended Menu Choices, on page 10
Problem Classification Categories and Reason Codes, on page 11
Components of QRT
QRT, a multitiered, web-based application, includes the following key components:
• Client Components
◦IP phone browser for end-user interface
◦Cisco Unified Communications Manager Administration windows for feature and tools configuration
and viewer application
• Server Components
◦Cisco Extended Functions service
◦Cisco Unified Communications Manager for skinny messages
◦CTIManager for QBE messages
◦Database for configuration data and device data
◦Cisco RIS Data Collector for runtime device-related information
◦Alarm interface
◦System Diagnostic Interface (SDI) trace
• Service - Cisco Extended Functions service for collecting and managing user reports. It also handles the
user interface on the IP phone as well as notifying Cisco RIS Data Collector for alerts and issuing SNMP
traps.
• Viewer Application - The QRT Viewer application, which is included as part of the trace collection
feature in the Cisco Real Time Monitoring Tool (RTMT), allows you to filter, format, and view generated
reports. Reports automatically open in the QRT Viewer when you view a trace file that includes QRT
information.
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Overview of QRT Architecture
Overview of QRT Architecture
The QRT feature uses the Cisco Extended Functions service, which comprises the following interfaces:
• Cisco CTIManager interface (QBEHelper)
• CUCM database interface (DBL Library)
• Screen helper and dictionary
• Redundancy manager
• DB change notifier
• SDI trace and alarm
The Cisco Extended Functions service interfaces with the phone by using the XML services interface (XSI)
over skinny protocol (a protocol that is used between a Cisco Unified IP Phone and Cisco Unified
Communications Manager) and the Quick Byte Encoding protocol (a protocol that is used between the Cisco
CTIManager and TSP/JTAPI).
When a user presses the QRT softkey, QRT opens the device and presents up to four different screens that
display problem categories and associated reason codes to obtain user feedback.
After the user chooses the option that best describes the problem, the system logs the feedback in the XML
file; the system then issues alarms to notify the Cisco RIS Data Collector to generate alerts and SNMP traps.
When QRT detects that user interaction is complete, it then closes the device.
Note
The actual information that is logged depends upon the user selection and whether the destination device
is a Cisco Unified IP Phone.
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Overview of QRT Architecture
The following figure shows an illustration of the Cisco Extended Functions service architecture.
Figure 1: Using the Cisco Extended Functions Service Architecture
Cisco CTIManager Interface (QBEHelper)
The QBEHelper library provides the interface that allows the Cisco Extended Functions service to communicate
with a configured Cisco CTIManager.
CUCM Database Interface (DBL Library)
The DBL library provides the interface that allows the Cisco Extended Functions service to perform queries
on various devices that are configured and registered in the Cisco Unified Communications Manager database.
Screen Helper and Dictionary
The screen helper of the Cisco Extended Functions service reads the XML dictionary files and creates Document
Object Model (DOM) objects for all installed locales when the CEF service starts. The system uses these
DOM objects for constructing XSI screens that the Cisco Unified IP Phone needs.
Redundancy Manager
When multiple Cisco Extended Functions are active within a Cisco Unified Communications Manager cluster,
the redundancy manager uses an algorithm to determine which CEF service is active and which is the backup
CEF. The Redundancy Manager uses the lowest IP address of the server that is running the CEF service as
the active service. The remaining CEF services serve as backup services.
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System Requirements for QRT
DB Change Notifier
The DB Change Notifier handles all the database change notifications, such as service parameter changes,
trace parameter changes, alarm configuration changes, and status changes of other Cisco Extended Functions
services, and reports the changes to the CEF service.
SDI Trace and Alarm
The Cisco Extended Functions service uses the SDI Trace and Alarm libraries. The libraries generate traces
and alarms to the Event Viewer. The alarm library publishes information about the CEF service to Syslog,
SNMP, and the Cisco RIS Data Collector service. For more information about traces and alarms, see the Cisco
Unified Serviceability Administration Guide.
System Requirements for QRT
To operate, the QRT feature requires the following software components:
• Cisco Unified Communications Manager
• Cisco Real-Time Monitoring Tool
Support for the QRT feature extends to any model IP phone that includes the following capabilities:
• Support for softkey templates
• Support for IP phone services
• Controllable by CTI
• An internal HTTP server
Note
For more information, see the Cisco Unified IP Phone guide for your phone model.
Extended Functions Service Dependency
The Cisco Extended Functions service depends on the following services:
• Cisco CallManager - Ensure a minimum of one Cisco CallManager service is running.
• Cisco CTIManager - Ensure a minimum of one Cisco CTIManager service is running.
• Cisco Database Layer Monitor - Ensure one Cisco Database Layer Monitor service is running on the
same server as CEF.
• Cisco RIS Data Collector - Ensure one Cisco RIS Data Collector service is running on the same server
as CEF.
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Extended Functions Applications in a Cluster
Note
Tip
Ensure Cisco Database Layer Monitor and Cisco RIS Data Collector are running on the same server. You
can include more than one CEF service in a Cisco Unified Communications Manager cluster.
Install all the services on one server for one-server Cisco Unified Communications Manager systems.
The following figure shows a typical Cisco Extended Functions service configuration.
Figure 2: Cisco Extended Functions Service Dependency (Typical Configuration)
Extended Functions Applications in a Cluster
If multiple Cisco Extended Functions services are active within a Cisco Unified Communications Manager
cluster, CEF uses an algorithm to determine which service should be active and to order the remaining as
backups.The CEF application with the lowest IP address becomes active. The service with the next lowest IP
address becomes the backup to the active service. Any remaining services act as backups to each other,
beginning with the service with the next lowest IP address. If you add any new services to the cluster, CEF
restarts the algorithm to determine which service will be active.
Note
When a Cisco Extended Functions service gets started in a cluster, the CEF service with the lowest IP
address becomes active.This process may cause service interruption for approximately 2 minutes.
To verify the directory status and Cisco Extended Functions service registration status to the Cisco CTIManager,
use the Real Time Monitoring Tool as described in the Cisco Unified Real Time Monitoring Tool Administration
Guide.
Securing a TLS Connection to CTI
QRT supports a secure Transport Layer Security (TLS) connection to CTI. Obtain the secure connection by
using the “CCMQRTSecureSysUser” application user, as described in the following procedure.
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QRT Operation
Note
If you enable security from the Service Parameter Configuration window, the QRT will open a secure
connection to CTI Manager by using the Application CAPF profile. You should configure both the “CTI
Manager Connection Security Flag” and the “CAPF Profile Instance Id for Secure Connection to CTI
Manager” service parameters for the secure connection to succeed. See topics related to setting the Cisco
extended functions service parameters for QRT. You can also see topics related to application user CAPF
profile configuration and Service Parameter configuration in the Cisco Unified Communications Manager
Administration Guide for more information.
Note
You must also configure the security service parameter “Cluster Security Mode CAPF Phone Port” to
secure a TLS connection to CTI, giving it a value of 1. You can do this from System > Enterprise
Parameters in Cisco Unified Communications Manager Administration. For more information, see topics
related to Enterprise Parameter configuration in the Cisco Unified Communications Manager Administration
Guide.
Perform the following procedure to configure the application user.
Procedure
Step 1
From Cisco Unified Communications Manager Administration, choose User Management > Application
User.
The Find and List Application Users window displays.
Step 2
Step 3
Click Find.
From the Find and List Application Users Configuration window, click CCMQRTSecureSysUser or
CCMQRTSysUser.
Note
To configure a CAPF profile, see topics related to application user CAPF profile configuration in
the Cisco Unified Communications Manager Administration Guide for general information and the
Cisco Unified Communications Manager Security Guide for details.
Related Topics
Set the Cisco Extended Functions Service Parameters for QRT, on page 22
QRT Operation
This section describes the user interaction features with QRT. After you properly install and configure QRT,
the QRT softkey can be configured on certain Cisco Unified IP Phone models. See the system requirements
for QRT for the IP phone models that are supported with QRT.
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User Interface
Note
The Cisco Unified Communications Manager Standard User template does not include the QRT softkey.
You must enable QRT functionality and make it available to users through the use of a QRT softkey. To
do this, create, configure, and assign the QRT softkey from Cisco Unified Communications Manager
Administration. See topics related to configuring the QRT feature for information about setting up the
softkey template.
For more user-related information, see the Cisco Unified IP Phone guide for your phone model:
Related Topics
QRT Feature Configuration, on page 16
System Requirements for QRT, on page 6
User Interface
The QRT user interface includes several components:
• Phone Screens - Available to all IP phones that are in the common device configuration where the QRT
softkey is configured, the phone screen supports different locales.
Only the Cisco Unified Communications Manager administrator can access the following components:
• Serviceability
• Alert Configuration
• Service Parameters
• Viewer Application
The following figure shows an example of the QRT softkey as it displays on a Cisco Unified IP Phone.
Figure 3: QRT Phone Interface Display
Related Topics
Configure Alarms and Traces for QRT, on page 21
Configure the Cisco Unified Serviceability Features, on page 20
Set the Cisco Extended Functions Service Parameters for QRT, on page 22
Use the QRT Viewer, on page 24
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Extended Menu Choices
Extended Menu Choices
Extended menu choices allow a user to interact with QRT and provide additional details regarding the phone
problem that they are reporting. You can choose to enable extended menu choices or provide users with a
more passive interface, depending upon the amount of information that you want users to submit.
From the Cisco Unified Communications Manager Service Parameters Configuration window, configure the
user interface mode for QRT from the following options:
• Silent Mode - In this mode, the user does not get presented with extended menu choices. When the user
presses the QRT softkey, the system collects the streaming statistics and logs the report without additional
user interaction.
The system supports silent mode only when the IP phone is in the Connected call state.
The following figure shows an example of the QRT display as it appears in silent mode.
Figure 4: Submitting Voice Quality Feedback in Silent Mode
• Interview Mode - In this mode, the user gets presented with extended menu choices, which allow
additional user input that is related to audio quality on the IP phone (see the Problem Classification
Categories and Reason Codes, on page 11 for the applicable reason codes). This mode also allows the
user to report other, non-audio-related problems such as the phone rebooting or the inability to make
calls.
The system supports interview mode only when the IP phone is in the Connected or On Hook call state.
The following figure shows an example of the QRT display as it appears when the QRT softkey is
pressed while the phone is on hook and in interview mode.
Figure 5: QRT Phone Interface - On Hook, Interview Mode Display
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Problem Classification Categories and Reason Codes
Note
Ensure that you configure the QRT softkey only for the supported call states.
Note
Configure the “Display Extended QRT Menu Choices” field in the Cisco Unified Communications Manager
Administration Service Parameters configuration window to determine whether the users can access the
extended menu choices. See the Set the Cisco Extended Functions Service Parameters for QRT, on page
22 for additional information.
Problem Classification Categories and Reason Codes
The following tables show the problem categories and corresponding reason codes that users can choose when
they report problems with their IP phones:
• Additional options become available after you configure extended menu choices.
• Users can choose only one reason code per category, per problem.
• Each problem category becomes available only when the IP phone is in the supported call state.
The following table shows the supported call states and the reason codes that are available for the “Problems
with current call” category.
Table 1: Problem Category - Problems with Current Call
Problem Category
Supported Call
States
Problems with current call
• Connected
Reason Codes
Statistics
The system collects
streaming statistics from
• The remote end hears the source and destination
devices.
echo
• I hear echo
• Choppy audio
• Robotic sound
• Long delays
• Low volume
• The remote end
experiences low
volume
• I can’t hear the remote
end
Note
Source device/IP
phone refers to the
device on which
the QRT softkey
gets pressed. For
example, “source”
and “destination”
in this case do not
see the calling
party and called
party in a
connected call.
• The remote end can’t
hear me
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Problem Classification Categories and Reason Codes
The following figure shows an example of the phone display as it appears after the QRT softkey is pressed
on an IP phone in the connected state. This menu allows the user to provide additional details before submitting
a problem with the current phone call.
Figure 6: Reporting Problem with the Current Call
The following table shows the supported call state and the reason codes that are available for the “Problems
with last call” category.
Table 2: Problem Category - Problems with Last Call
Problem Category
Problems with last call
Supported Call
States
• On Hook
Reason Codes
Statistics
The system collects
streaming statistics from
• The remote end heard echo the source device.
• I heard echo
• Choppy audio
• Robotic sound
• Long delays
• Low volume on my end
• Low volume on the remote
end
• I could not hear the remote
end
• The remote end could not
hear me
• The call dropped
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Problem Classification Categories and Reason Codes
The following figure shows an example of the phone display as it appears after the user selects the “Problems
with last call” category. This menu allows the user to provide additional details before submitting a problem
report for the last phone call.
Figure 7: Reporting Problem with the Last Call
The following table shows the supported call state that is available for the “Phone recently rebooted” category.
No associated reason codes exist for this category.
Table 3: Problem Category - Phone Recently Rebooted
Problem Category
Supported Call States
Phone recently rebooted
• On Hook
Reason Codes
Statistics
None
The following figure shows an example of the phone display after the user chooses the “Phone recently
rebooted” category. The system logs user feedback.
Figure 8: Reporting Problem with Phone That Recently Rebooted
The following table shows the supported call state and the reason codes that are available for the “I can’t make
calls” category.
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Table 4: Problem Category - I Can’t Make Calls
Problem Category
I can’t make calls
Supported Call States Reason Codes
• On Hook
Statistics
• I get a busy tone
• I get a fast busy tone
• I get dial tone after
dialing digits
• I hear silence after
dialing
• I don’t get dial tone
The following figure shows an example of the phone display as it appears after the user chooses the “I can’t
make calls” category.
Figure 9: Reporting Problem with I Can’t Make Calls
Note
QRT collects information from various sources, such as the source IP phone, the destination IP phone,
the Cisco RIS Data Collector, the Cisco Unified Communications Manager database, and the user. “Source”
and “destination” in this case do not see the calling party and called party in a connected call. See the QRT
Reports, on page 24 for detailed information about the fields that the phone problem report includes.
Interactions and Restrictions
The following interactions and restrictions apply when you use the QRT feature with Cisco Unified
Communications Manager:
• Ensure that Cisco Extended Functions, Cisco CallManager, CTI Manager, and Cisco RIS Data Collector
services are running and fully operational.
• As system administrator, you must create, configure, and assign softkey templates to enable the QRT
softkey feature on IP phones.
• Ensure that you configure the QRT softkey only for the supported call states.
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Install and Activate QRT Functions
• The system makes the extended menu choices option available only when the “Display Extended QRT
Menu Choices” service parameter is set to True; it provides support for the “Problems with current call”
category.
• If another application feature (such as Cisco Call Back or Cisco Unified Communications Manager
Assistant) or a function key (such as Settings, Directories, or Messages) is invoked while the user is
interacting with QRT, or if the user does not complete the QRT selection, the system can overwrite the
QRT display. In this case, the system forces the device into a wait state, which prevents QRT from
completing the interaction and then closes the device.
Note
Because unattended devices consume large amounts of resources and could impact CTI
performance, the system configures QRT to regularly check for opened devices. You
cannot modify these system settings.
• Phone that is running SIP that is configured to use UDP as the transport, instead of TCP, will not support
the “device data pass-through” functionality. QRT requires the pass-through functionality, so QRT does
not support these UDP-configured phones that are running SIP.
• The Quality Report Tool supports IPv6 if the device uses an IP Addressing Mode of IPv4 Only or IPv4
and IPv6 (dual-stack mode). Users with phones with an IP Addressing Mode of IPv6 Only cannot report
audio and other problems by pressing the QRT softkey on the phone. In addition, the QRT report does
not include the streaming statistics for a phone that has an IP Addressing Mode of IPv6 Only. For more
information on IPv6, see the Internet Protocol Version 6 (IPv6).
Install and Activate QRT Functions
As a feature within the Cisco Extended Functions service, QRT automatically installs as part of the Cisco
Unified Communications Manager installation.
Perform the following steps after installation to enable QRT availability for users and to set up administrative
reporting capabilities:
Procedure
Step 1
Step 2
Step 3
Step 4
Properly configure the QRT feature for Cisco Unified IP Phone users.
From Cisco Unified Serviceability, activate the Cisco Extended Functions service and configure alarms and
traces for use with QRT.
Define how the QRT feature will work in your system by configuring the applicable service parameters for
the Cisco Extended Functions service.
Create, customize, and view phone problem reports by using the QRT Viewer application.
Note
If users require the QRT feature to display (softkeys and messages on the IP phone) in any language
other than English, verify that the locale installer is installed before configuring QRT. See the Cisco
Unified Communications Operating System Administration Guide for more information.
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Related Topics
QRT Feature Configuration, on page 16
Configure the Cisco Unified Serviceability Features, on page 20
Set the Cisco Extended Functions Service Parameters for QRT, on page 22
Use the QRT Viewer, on page 24
QRT Feature Configuration
This section provides configuration information for enabling QRT. For successful configuration of the QRT
feature, review the QRT Configuration Checklist, perform the configuration requirements, activate the Cisco
Extended Functions service, and set the service parameters.
Tip
Before you configure the QRT feature, review the configuration summary task for this feature.
Related Topics
Configure QRT, on page 2
Create a Softkey Template with the QRT Softkey
Perform the following procedure to create a new softkey template with the QRT softkey.
Procedure
Step 1
Step 2
From Cisco Unified Communications Manager Administration, choose Device > Device Settings > Softkey
Template.
Click Add New. (Alternatively, you can click the Find button to view a list of the available softkey templates.)
a) If you click the Add New button, choose the Standard User softkey template from the Create a softkey
template based on drop-down list.
b) If you click the Find button to view a list of the available softkey templates, choose the Standard User
softkey template from the Softkey Template list.
Step 3
Click the Copy button.
The Softkey Template Configuration window displays with new information.
Step 4
In the Softkey Template Name field, enter a new name for the template; for example, QRT Standard User;
then, add a description.
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Create a Softkey Template with the QRT Softkey
The following figure shows an example of the Cisco Unified Communications Manager Administration
Softkey Template Configuration window where you copy a softkey template.
Figure 10: Softkey Template Configuration Window
Figure 11: Softkey Template Configuration Window After Copy
Step 5
Click Save.
The Softkey Template Configuration redisplays with new information.
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Step 6
Step 7
To add an application, click the Add Application button. See the Cisco Unified Communications Manager
Administration Guide for detailed instructions.
To add the QRT softkey to the template, choose Configure Softkey Layout from the Related Links drop-down
list box on the Softkey Template Configuration window and click Go.
The Softkey Layout Configuration window displays.
You must add the QRT softkey to the Connected and On Hook call
states.
To add the QRT softkey to the On Hook call state, choose On Hook from the call states drop-down list box.
The Softkey Layout Configuration window redisplays with the Unselected Softkeys and Selected Softkeys
lists.
Note
Step 8
Step 9
From the Unselected Softkeys list, choose the Quality Report Tool (QRT) softkey and click the right arrow
to move the softkey to the Selected Softkeys list.
You can prioritize the items in the Selected Softkeys list by using the up and down arrow keys.
The following figure shows an example of the Cisco Unified Communications Manager Administration
Softkey Layout Configuration window.
Figure 12: QRT Softkey Layout Configuration
Step 10 To save and continue, click Save.
Step 11 To add the QRT softkey to the Connected call state, repeat the procedure for each individual call state.
Note
Ensure that you configure the QRT softkey only for the supported call states and click the Save button
after each entry.
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Configure the QRT Softkey Template in Common Device Configuration
Configure the QRT Softkey Template in Common Device Configuration
Perform the following procedure to add the QRT softkey template to the common device configuration.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
From Cisco Unified Communications Manager Administration, choose Device > Device Settings > Common
Device Configuration.
Click Find.
Choose any previously created common device configuration that displays.
You can add the template to any customized common device configuration for QRT feature users.
In the Softkey Template field, choose the softkey template that contains the QRT softkey from the drop-down
list box. (If you have not created this template, see the Create a Softkey Template with the QRT Softkey, on
page 16.)
Note
All IP phones that are part of this common device configuration inherit this softkey template to
provide an easy way for you to assign softkey templates to multiple phones. To associate softkey
templates to individual IP phones, see the Add the QRT Softkey Template in Phone Configuration,
on page 19.
Click Save.
Add the QRT Softkey Template in Phone Configuration
Perform the following procedure to add the QRT softkey template to each user phone.
Procedure
Step 1
From Cisco Unified Communications Manager Administration, choose Device > Phone.
The Find and List Phones window displays.
Step 2
Find the phone to which you want to add the softkey template. See the Cisco Unified Communications Manager
Administration Guide.
In the Softkey Template field, choose the softkey template that contains the QRT softkey from the drop-down
list box. (If you have not created this template, see the Create a Softkey Template with the QRT Softkey, on
page 16.)
If you alternatively configured the softkey template in the common device configuration, from the Common
Device Configuration field, choose the common device configuration that contains the new softkey template.
Step 3
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Configure the Cisco Unified Serviceability Features
The following figure shows an example of the Cisco Unified Communications Manager Administration Phone
Configuration window.
Figure 13: Phone Configuration
Step 4
Click Save.
Configure the Cisco Unified Serviceability Features
This section describes how to activate and configure the Cisco Unified Serviceability features for use with
QRT. The Cisco Extended Functions service uses the following Cisco Unified Serviceability features:
• Service Activation - Configured from the Cisco Unified Serviceability Tools window.
• SDI Trace - Configured from the Cisco Unified Serviceability Trace Configuration window.
• Alarm Interface - Configured from the Cisco Unified Serviceability Alarm Configuration window.
• Real Time Monitoring Tool (RTMT) - Used to monitor the operating status of QRT and CTIManager.
For detailed information about RTMT, see the Cisco Unified Real Time Monitoring Tool Administration
Guide.
For additional information about Cisco Unified Serviceability, see the Cisco Unified Serviceability
Administration Guide.
Activate the Cisco Extended Functions Service for QRT
Follow this procedure to activate the Cisco Extended Functions service for use with the QRT feature.
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Procedure
Step 1
From the Navigation drop-down list box in Cisco Unified Communications Manager Administration, located
in the upper, right corner of the window, choose Cisco Unified Serviceability and click Go.
The Cisco Unified Serviceability window displays.
Step 2
To activate the Cisco Extended Functions service, choose Tools > Service Activation.
A Server drop-down list box displays.
Step 3
From the Server drop-down list box, choose the Cisco Unified Communications Manager server on which
you want to activate the Cisco Extended Functions service.
Check the Cisco Extended Functions check box.
Click Save.
The CEF activation status changes from deactivated to activated.
Step 4
Step 5
Tip
You can check the activation status of the Cisco Extended Functions service from Cisco Unified
Serviceability by choosing Tools > Control Center - Feature Services. Look for Cisco Extended
Functions; if the Cisco Extended Functions service is active, it displays as Activated.
Configure Alarms and Traces for QRT
Follow these procedures to configure alarms and SDI traces through Cisco Unified Serviceability.
Procedure
Step 1
From the Cisco Unified Serviceability window, choose Alarm > Configuration.
A Server drop-down list box displays.
Step 2
From the Server drop-down list box, choose the Cisco Unified Communications Manager server on which
you want to configure alarms.
From the Service Group drop-down list box, choose CM Services.
From the Service drop-down list box, choose Cisco Extended Functions.
Check the Enable Alarm check box for both Local Syslogs and SDI Trace.
From the drop-down list box, configure the Alarm Event Level for both Local Syslogs and SDI Trace by
choosing one of the following options:
a) Emergency
b) Alert
c) Critical
d) Error
e) Warning
f) Notice
g) Informational
h) Debug
The default value specifies Error.
Step 3
Step 4
Step 5
Step 6
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Step 7
Step 8
Click Save.
From the Cisco Unified Serviceability window, choose Trace > Configuration.
A Server drop-down list box displays.
Step 9
From the Server drop-down list box, choose the Cisco Unified Communications Manager server on which
you want to configure traces.
Step 10 From the Service Group drop-down list box, choose CM Services.
Step 11 From the Service drop-down list box, choose Cisco Extended Functions.
Step 12 Check the following check boxes:
a) Trace On
b) Cisco Extended Functions Trace Fields
Step 13 From the drop-down list box, configure the Debug Trace Level by choosing one of the following options:
a) Error
b) Special
c) State Transition
d) Significant
e) Entry_exit
f) Arbitrary
g) Detailed
The default value specifies Error.
Note
Cisco recommends that you check all the check boxes in this section for troubleshooting purposes.
Step 14 Click Save.
For additional information about configuring alarms and traces, see the Cisco Unified Serviceability
Administration Guide.
Set the Cisco Extended Functions Service Parameters for QRT
Follow this procedure to set the Cisco Extended Functions service parameters by using Cisco Unified
Communications Manager Administration.
Note
Cisco recommends that you use the default service parameters settings unless the Cisco Technical Assistance
Center (TAC) instructs otherwise.
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Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
If your display shows the Cisco Unified Serviceability window, from the Navigation drop-down list box,
located in the upper, right corner of the window, choose Cisco Unified CM Administration and click Go.
The Cisco Unified CM Administration window displays. Choose System > Service Parameters.
A Server drop-down list box displays. Choose the Cisco Unified Communications Manager server where the
QRT application resides.
A Service drop-down list box displays. Choose the Cisco Extended Functions service.
Configure the following Cisco Extended Functions service parameters for QRT.
a) Display Extended QRT Menu Choices - Determines whether extended menu choices are presented to the
user. You can choose one of the following configuration options:
• Set this field to true to display extended menu choices (interview mode).
• Set this field to false to not display extended menu choices (silent mode).
• The recommended default value specifies false (silent mode).
b) Streaming Statistics Polling Duration - Determines the duration that is to be used for polling streaming
statistics. You can choose one of the following configuration options:
• Set this field to -1 to poll until the call ends.
• Set this field to 0 to not poll at all.
• Set it to any positive value to poll for that many seconds. Polling stops when the call ends.
• The recommended default value specifies -1 (poll until the call ends).
c) Streaming Statistics Polling Frequency (seconds) - Designates the number of seconds to wait between
each poll:
• The value ranges between 30 and 3600.
• The recommended default value specifies 30.
d) Maximum No. of Files - Specifies the maximum number of files before the file count restarts and overwrites
the old files:
• The value ranges between 1 and 10000.
• The recommended default value specifies 250.
e) Maximum No. of Lines per File - Specifies the maximum number of lines in each file before starting the
next file:
• The value ranges between 100 and 2000.
• The recommended default value specifies 2000.
Step 6
To configure a secure TLS connection to CTI, configure the following service parameters.
a) CAPF Profile Instance Id for Secure Connection to CTI Manager - Specifies the Instance ID of the
Application CAPF Profile for application user CCMQRTSysUser that the Cisco Extended Function service
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will use to open a secure connection to CTI Manager. You must configure this parameter if CTI Manager
Connection Security Flag is enabled.
Note
Remember to turn on security by enabling the CTI Manager Connection Security Flag service
parameter. You must restart the Cisco Extended Functions service for the changes to take effect.
See the Securing a TLS Connection to CTI, on page 7 for information on configuring the Application
CAPF Profile.
b) CTI Manager Connection Security Flag - Indicates whether security for Cisco Extended Functions service
CTI Manager connection is enabled or disabled. If enabled, Cisco Extended Functions will open a secure
connection to CTI Manager using the Application CAPF Profile configured for the Instance ID for
application user CCMQRTSysUser.
c) The value choices are True and False.
d) You must choose True to enable a secure connection to CTI.
Step 7
Click Save.
Use the QRT Viewer
You can use the QRT Viewer to view the IP phone problem reports that the Quality Report Tool generates.
The QRT Viewer allows you to filter, format, and view the tool-generated phone problem reports, so they
provide you with the specific information that you need.
• To view the QRT Viewer application, you need to install the Cisco Real Time Monitoring Tool (RTMT)
plug-in, which includes the trace collection feature.
• The trace collection feature enables collection and viewing of log files; the QRT Viewer is included
with the trace collection feature.
Note
For detailed information about installing and configuring the RTMT and trace collection feature, and for
detailed information about accessing, configuring, using, and customizing the QRT Viewer for IP phone
problem reports, see the Cisco Unified Serviceability Administration Guide and the Cisco Unified Real
Time Monitoring Tool Administration Guide.
QRT Reports
QRT collects information from various sources, such as the source IP phone, the destination IP phone, the
Cisco RIS Data Collector, Cisco Unified Communications Manager, and the user. (The system does not collect
information from gateways or other devices.) “Source” and “destination” in this case, do not see the calling
party and called party in a connected call.
Note
See the QRT Viewer chapter in the Cisco Unified Serviceability Administration Guide for additional
information about QRT reports.
The following list provides information, segmented by information source, about the QRT report fields.
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Information Collected From the Source Device
• Directory number of source device (in the case of multiline devices, the information shows only the first
primary directory number)
• Source device type (for example, CP-7960, CP-7940)
• Source stream1 port number
• Source codec (for example, G.711u)
• Source packets (for example, 2,45,78)
• Source rcvr packets (for example, 12,45,78)
• Source rcvr jitter (for example, 0 0)
• Source rcvr packet lost (for example, 0,21 0,21)
• Source sampling timestamp, implicit (for example, 12:30, 13:00, 13:30, 14:00)
• Destination device name (IP)
• Destination stream1 port number
Note
The number of samples that are collected for packets, jitter, packets lost, and so on, depends on the sampling
duration and polling frequency. The streaming information gets collected only one time per call. For
example, if phone A called phone B and both phone A and phone B submit multiple reports for the same
call, only the first report includes the streaming data. Also, for the “Problems with last call” category, these
values might reflect only the last snapshot of the streaming statistics that are stored in the phone device.
Information Collected From the Destination Device
The system collects the following information if the destination device is a supported Cisco Unified IP Phone
within same Cisco Unified Communications Manager system or cluster. If the destination device is not an IP
phone, the information includes only IP address, device name, and device type.
• Directory number of destination device (in the case of multiline devices, the information shows only
the first primary directory number)
• Destination device type (for example, CP-7960, CP-7940)
• Destination codec
• Destination packets
• Destination rcvr packets
• Destination rcvr jitter
• Destination rcvr packet lost
• Destination sampling timestamp (Implicit)
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Note
The number of samples that are collected for packets, jitter, packets lost, and so on, depends on the sampling
duration and polling frequency. The streaming information gets collected only one time per call. For
example, if phone A called phone B and both phone A and phone B submit multiple reports for the same
call, only the first report includes the streaming data that is included. QRT attempts to collect the information
from the destination IP phone only for the “Problems with current call” category.
Information Collected From RIS Data Collector
• Source device owner (user name that is currently logged in to the IP phone; if no explicitly logged-in
user exists, this field specifies null)
• IP address for source device
• Registered Cisco Unified Communications Manager name for source device
• Source device type (if the device is not one of the supported IP phones; for example, RISCLASS_PHONE,
RISCLASS_GATEWAY, RISCLASS_H323, RISCLASS_CTI, RISCLASS_VOICEMAIL)
• Source device model (for example, DBLTypeModel::MODEL_TELECASTER_MGR,
DBLTypeModel::MODEL_TELECASTER_BUSINESS)
• Source device product (for example, DBLTypeProduct::PRODUCT_7960,
DBLTypeProduct::PRODUCT_7940)
• Destination device name
• Destination device type (if the device is not one of the supported IP phones; for example,
RISCLASS_PHONE, RISCLASS_GATEWAY, RISCLASS_H323, RISCLASS_CTI,
RISCLASS_VOICEMAIL)
• Destination device model (for example, DBLTypeModel::MODEL_TELECASTER_MGR,
DBLTypeModel::MODEL_TELECASTER_BUSINESS)
• Destination device product (for example, DBLTypeProduct::PRODUCT_7960,
DBLTypeProduct::PRODUCT_7940)
• Registered Cisco Unified Communications Manager name for destination device
• Destination device owner (user name that is currently logged in to the IP phone; if no explicitly logged-in
user exists, this field specifies null)
Information Collected From Cisco Unified Communications Manager/CTIManager
• Source device name (MAC address)
• CallingPartyNumber (the party who placed the call; for transferred calls, the transferred party becomes
the calling party)
• OriginalCalledPartyNumber (the original-called party after any digit translations occurred)
• FinalCalledPartyNumber (for forwarded calls, this specifies the last party to receive the call; for
non-forwarded calls, this field specifies the original called party)
• LastRedirectDn (for forwarded calls, this field specifies the last party to redirect the call; for
non-forwarded calls, this field specifies the last party to redirect, via transfer or conference, the call)
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• globalCallID_callManagerId (this field distinguishes the call for CDR Analysis and Reporting (CAR))
• globalCallID_callId (this field distinguishes the call for CAR)
• CallState (Connected, On Hook)
Information Collected From the Cisco Unified Communications Manager Database
• Sampling duration - Service parameter (for example, 50 seconds)
• Sampling frequency - Service parameter (for example, 30 seconds)
• Cluster ID - Enterprise parameter
Information Collected From the User
• Category
• ReasonCode
• TimeStamp (Implicit)
The following table shows the available fields for each supported category.
Note
The following QRT report fields will display appropriate phone model and product names (for example,
Phone That Is Running SCCP): Source Model, Source Product, Destination Model, Destination Product,
and CallState.
Table 5: QRT Fields by Supported Category
Information Source
Problems with
Current Call
Problems with
Last Call
Phone Recently
Rebooted
Can’t Make Calls
Source Device Name
X
X
X
X
DN of Source Device
X
X
X
X
IP Address of Source Device X
X
X
X
Source Device Type
X
X
X
X
Source Device Owner
X
X
X
X
Registered Cisco Unified
X
Communications Manager for
Source Device
X
X
X
Source Model
X
X
X
X
Source Product
X
X
X
X
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Information Source
Problems with
Current Call
Problems with
Last Call
Source Stream 1 Port Number X
X
Source Codec
X
X
Source Packets
X
X
Source Rcvr Packets
X
X
Source Rcvr Jitter
X
X
Source Rcvr Packet Lost
X
X
Phone Recently
Rebooted
Can’t Make Calls
Source Sampling Timestamp X
Destination Device Name
X
X
DN of Destination Device
X
X
IP Address of Destination
Device
X
X
Destination Device Type
X
X
Destination Stream 1 Port
Number
X
Destination Codec
X
Destination Packets
X
Destination Rcvr Packets
X
Destination Rcvr Jitter
X
Destination Rcvr Packet Lost X
Destination Sampling
Timestamp
X
Destination Device Owner
X
X
Registered Cisco Unified
X
Communications Manager for
Destination Device
X
Destination Model
X
X
Destination Product
X
X
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Information Source
Problems with
Current Call
Calling Party Number
X
Problems with
Last Call
Phone Recently
Rebooted
Can’t Make Calls
Original Called Party Number X
Final Called Party Number
X
Last Redirect DN
X
globalCallID_callManagerId X
globalCallID_callId
X
Sampling Duration
X
X
X
X
Sampling Frequency
X
X
X
X
Cluster ID
X
X
X
X
Category
X
X
X
X
Reason Code
X
X
TimeStamp When Report is
Submitted
X
X
X
X
sProtocol
X
X
X
X
X
X
Note
sProtocol represents
the source protocol
for the phones. This
protocol has a value
of 1 for phones that
are running SCCP, 2
for phones that are
running SIP, and 0
for UNKNOWN.
dProtocol
Note
X
dProtocol represents
the destination
protocol for the
phones. This protocol
has a value of 1 for
phones that are
running SCCP, 2 for
phones that are
running SIP, and 0
for UNKNOWN.
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Provide Information to Users for the QRT Feature
The Cisco Unified IP Phone guides provide procedures for how to use the QRT feature on the Cisco Unified
IP Phone. For more information, see the Cisco Unified IP Phone guide for your phone model. http://
software.cisco.com/download/release.html?mdfid=284510097&flowid=45900
&softwareid=282074294&release=9.1(2)&relind=AVAILABLE&rellifecycle=&reltype=latest
Troubleshooting the QRT Feature
Cisco Unified Serviceability provides web-based tools to assist in troubleshooting Cisco Unified
Communications Manager problems. Use the Cisco Unified Serviceability Trace Configuration, Alarm
Configuration, and Real Time Monitoring Tool to help troubleshoot problems with QRT. See the Cisco Unified
Serviceability Administration Guide for more information.
The Trace and Alarm tools work together. You can configure trace and alarm settings for Cisco CallManager
services and direct alarms to local Syslogs or system diagnostic interface (SDI) log files. (SDI log files are
viewable in text format only.)
You can set up traces for Cisco CallManager services on debug levels, specific trace fields, and Cisco Unified
Communications Manager devices such as phones or gateways. You can also perform a trace on the alarms
that are sent to the SDI trace log files.
Use the trace collection feature to collect trace files and to analyze trace data for troubleshooting problems.
(The trace collection feature includes the QRT Viewer.)
The trace collection feature provides three main functions:
• Configure trace parameters
• Collect trace files
• Analyze trace data for troubleshooting problems
Note
Enabling Trace decreases system performance; therefore, enable Trace only for troubleshooting purposes.
For assistance in using Trace, contact Cisco TAC.
Troubleshooting Tips
The following examples provide some common problems and recommended actions when troubleshooting
scenarios for QRT:
The QRT softkey is not available.
Ensure that you have created, configured, and assigned the softkey template to enable the QRT feature.
The QRT softkey is not working.
Ensure that the Cisco Extended Functions service, the Cisco CallManager service, the Cisco CTIManager
service, and the Cisco RIS Data Collector service are operational.
The QRT report does not include data.
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The system collects data from various sources, such as the user, source IP phone, destination IP phone, RIS
Data Collector, Cisco Unified Communications Manager, and Cisco Unified Communications Manager
databases. Check to make sure that the destination device is a supported IP phone and not a gateway or other
unsupported device; otherwise, the system does not collect data from the destination device.
Note
For more information about Cisco Unified Serviceability tools, see the Cisco Unified Serviceability
Administration Guide.
Note
For information about troubleshooting Cisco Unified Communications Manager, see the Troubleshooting
Guide for Cisco Unified Communications Manager.
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