Cisco Prime Collaboration - Plan, Design,

Implement for Success

Jason Holt Network Consulting Engineer Advanced Services

Asim Fazal Question Manger Meet the Engineer Advanced
Services

BRKCOL-2320
Agenda

Introduction
Overview of Cisco Prime Collaboration
Planning For Cisco Prime Collaboration
Designing Cisco Prime Collaboration
Implementing your Cisco Prime Collaboration Solution
How to Be Successful with Cisco Prime Collaboration
Provisioning
What We Are Going to Cover
Concepts and Business Rules
Architecture and Protocols
Basic System Integration
How To Place Your First Order
What We are Not Going to Cover
Advanced Levels of Provisioning
Batch Configurations
Infrastructure Configurations
Assurance / Analytics
What We Are Going to Cover
Concepts and Business Rules
Setting Up Monitoring
How to effectively Use Data
Basic Troubleshooting and Monitoring
Strategies
What We Are Not Going to
Cover
In Depth Troubleshooting Strategies
All of the features of CPCA
Overview of Cisco Prime
Collaboration
IT Managers Challenge
End-user expects quick, reliable & high-quality service
Anytime, Quick service rollouts and changes
Anywhere, Personal Video
Smart Phones Phones
Any device High service availability
End-to-end performance management across devices,
Android and iOS Immersive Video
applications and network (not just availability)
Tablets

IT Admins offer multiple services relying on shared network

Diverse services and applications
Multiple Conferencing Customer Care
Collaboration
Services
Continuous changes : new technologies, features and
deployments
Unified Communications
Manager
VCS UCxN IT skillset to keep up with the change

Handling such a complex network is not easy

UMG
Multiple, disparate and geographically distributed networks
Messaging Gateway QoS Conference Devices
Network Converged network that carries voice, video, data traffic
Network degradation impacts collaboration service quality &
Routing Switching CUBE/Session Border
Control reliability
Cisco Prime Collaboration
Unified Simplified Management of Voice and Video Networks

Provisioning
Provisioning
Accelerates Cisco Unified Communications site rollouts and
Simplified Deployment
dramatically reduces time to perform user moves, adds,
and Configuration
changes, and deletions (MACD)
Removes complexity to speed delegation to help desk
personnel, lowering operating expenses

Assurance

Helps ensure reliable service delivery through proactive fault

detection and rapid isolation using purpose-built diagnostic tools
Expedites operator resolution of service quality concerns before
affecting end users

Analytics Assurance
Analytics Long-Term Trending Continuous Monitoring
and Reporting and Diagnostics
Enables administrators to analyze trends for capacity planning,
resource optimization, and quality of service
Quickly determines the success of advanced collaboration
technology adoption influencing future investment decisions
Cisco Prime Collaboration Standard and Advanced Feature
Highlights
Standard Advanced -
- Optional
Included
Single cluster Includes all Standard features, plus:
Provisions collaboration services Multi-cluster in a single instance
Three levels of RBAC for APIs for integration
Provisioning delegation Process workflow
Audit log across multiple services Advanced RBAC
Single cluster batch Infrastructure templates

Single cluster Includes all Standard features,

Voice and video fault
Performance metrics
Assurance Email notifications
Simple RBAC
plus:
Multi-cluster in a single instance
Detailed endpoint monitoring
Deep video session monitoring
Multi-level RBAC and grouping
Diagnostic tests and more

Long-term reporting and analysis:

Technology usage
Analytics Not available advanced Traffic analytics
offer only Capacity planning
Asset usage
Quality of service
Planning For Cisco Prime
Collaboration Provisioning
Consultative Process

Engage Business Owners

Understand the UC environment

Grow into the solution

Cisco Prime Collaboration Provisioning
Benefits

Reduced Deployment and Operating Costs

Through: With Cisco
Before CiscoPrime
PrimeCollaboration
Collaboration
Accelerated site rollouts and reduction in time Provisioning
required to add users Engineer
Delegation of moves, adds, and changes to help Admin
Request for
Services
desk personnel
Lowering of training requirements through single
Service Active
user interface for call control, messaging, and
presence Cisco UCM Interfaces
Cisco IOS
CME and Cisco Unity
Express Interfaces
Cisco Unity
Cisco Unity Connection
Interfaces Interfaces
Improved Operational Consistency and Control:

Fine-grained, role-based access control

Cisco Unified
Tracking and auditing of all activity for improved Cisco Unified
Cisco Unity Communications Manager
Communications
accountability and troubleshooting Connection Voicemail Express, Cisco Unity
Manager Cluster
Express
Engage Business Owners

Know your Tool Survey the

Audience Ownership End Users
End Users Executive Sponsor Understand the
Operations Business
Engineers Understand the
Executives Subject Matter Environment
Experts Understand
Roadblocks
Engage The Business Owners
Established New Construction

Moves /Adds/ Changes?

Changes UC App New Rollouts?
Unity Other UC ISR G2
Contact
Unified CM Connection Center Applications

Maintain UC Devices?
 Understand the UC Environment

What are the current standards

Phone Types In Use

Naming Standards
How Many Clusters UC App

Current Applications ISR G2

Unity Other UC
Planned Growth
Contact
Unified CM Connection Center Applications
Understand the UC Environment
Most of Todays UC Environments Prime UC Environment
Multiple UC Applications UC Administration Becomes
Knowledge Required Abstract from Applications
$$ Engineering Resources doing Help Desk performs MACD
MACD
Engineers Free to Engineer
Engineers Not Free to Optimize
Savings in Time and $$
Utilization Rates are High Due to
Ticket Levels
SME

Local
Engineering Engineering
Help Desk
Grow Into the Solution

Advance Ordering
Workflow
Advanced Templates

Minimal Basic Templates

Basic Service Bundles

Deploy Prime
Designing For Cisco
Prime Collaboration
Provisioning
Customer Profile

Three Divisions 30K Endpoints Video Infrastructure

North East VCS
South TMS
West Conductor

Multiple UC Technology Voice Devices

CUCM Voice Gateways ISR
UCCX Multiple phone types
CER VG224 and analog gateway
SME SME
CUBE CUBE
Provisioning Concepts

Processor

Media Domain

Message Service Area

Service Template Service Bundles Subscribers/Users
IMP
Provisioning Concepts

Major Cable Provider (Processor)

Phone
(Service)
North Carolina (Domain)

Internet Raleigh (Service Area)

(Service)

Channel Packages TV+ Internet

4900 River Rd
Calling Plans or
Raleigh NC 27612
Cable Internet Speeds TV + Cable + Internet (Subscriber)
(Service Template) (Service Bundle)
(Service)
Provisioning Concepts - Domains
A Domain is a logical grouping of users Typically decided by the support structure for those users

Domain West Domain East Domain South

Miami
All Employees In The West All Employees In The East
All Employees In The South

Business Rules

Policy can be applied differently to each Domain

Provisioning Concepts Service Areas
Domain West Domain East Domain South

Los
Angeles San Diego Seattle New
Boston
York Miami

Unity Unity
Connection Unity
Connection
CUCM Connection CUCM
Provisioning Concepts Service Areas

Domain: West
Service Area: Los Angeles
Service Area Creates a logical partition within a
Service Settings: Domain
Associated Call Processor
Location
Linked to a single Call Processor, Message
Device Pool
Processor and Presence Processor
Route Partition*
Common Device Config* Unity
Connection CUPs
CUCM
Associated Presence Processor

Associated Message Processor

Email Server (UM)
Subscriber & CoS
Provisioning Concepts Service Templates

Device Description:
Device Description: John Smith 1000
CSS:
CSS: Miami-CSS
SIP Profile:
SIP Profile: Standard
Service SIP Profile are
Templates Security Profile:
Security Profile: Standard
predefined Business Security
Rules Profile
and
Personal Video Video :
Video : Disabled
Naming Conventions used to
Caller ID:
speed
Caller ID: the
Smith, deployment of
John
Line Description:
LineEndpoint,
Description:Lines, And 1000
Smith, John Services
Call Forward Settings:
Call Forward Settings: All Check Boxes
Phones External Number Mask:
External Number Mask: +1951555XXXX
Provisioning Concepts Service Templates

Examples Of Service Templates Examples Of Keyword Replacement

Device / Endpoints FIRSTNAME

7965, 9971, DX650 ${FIRSTNAME}

Line LASTNAME
${LASTNAME}
Local, LD, INT
USERID
Voicemail ${USERID}
Jabber Service EMAIL
Service Profile, IM ${EMAIL}

RDP EXTENSION
${EXTENSION}
Naming Standards Examples

Site1-CSS <Site><#>-CSS
S2-CSS <Site><#>-DEVICE-CSS
S1-DP
Site2-DevicePool <Site><#>-DP
Hugo Reyes 5882300
Reyes, Hugo - 6055882300 <FIRSTNAME> <LASTNAME>
<EXT>
Provisioning Concepts System Users
Global View Global Admin - John

Multi-Domain Admin: Chuck

Domain Admin: Rob Domain Admin: Kay

Domain West Domain East Domain South

Provisioning Concepts - Users
Joan Subscribes to the Following
Cisco UC Services

IP Phone / 2 Lines
Jabber
Unified Messaging
Extension Mobility

Created by Domain Industry Specific Examples

Predefine User Roles Law Office Bank Hospital

Executive Admin Assistant Teller Nurse
Employee Paralegal Trader Doctor
Pseudo Partner Branch Manager Administrator
Provisioning Concepts In CUCM Users MUST Be Associated to Devices
Easiest Way to Assign Existing Domain 1 Sync: Service Area 1
Users to Existing Devices Call Proc Services
CUCM
Cisco Device Association Tool Message Proc Users
IMP Proc
Match Rule Filter:
AXL Provisioning Location Service Area 2
Device Pool Services
Department Users

Unity
PostgreSQL Domain 2 Sync: Service Area 3
Connection AXL DB Call Proc
Services
Message Proc
Users
IMP Proc
Match Rule Filter:
Service Area 4
Location
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/udat/userguide/U Device Pool Services
DAT_BK_U1401523_00_device-assignment-tool-user-guide.html Users
Department
Calling Rules Examples Device Rules Examples Feature Rules Examples

Nurse Station Phones Nurse Station Gets Everyone Gets

Get Long Distance 8961 Jabber IM
Tellers Phones Get Teller Gets 8945, Manager and Above
Local Calling 7965, 7975, 8841 Gets Video
Manager Phones Get Manager Gets 8861, Manager and Above
International Calling 9971, DX80, DX650, Gets Voicemail
Voicemail
Public Space Phones Sales can order
Get Internal Only VP and above can Single Number Reach
have any device SNR
Sizing Of Prime Provisioning
Number of vCPU
Endpoints Managed vCPUs Reservation RAM Memory Reservation NIC Disk Space

Up to 3000 endpoints
1 2 GHz 2 GB 2 GB 1 GB 90 GB
(Small)

Up to 20,000
4 3.98 GHz 8 GB 8 GB 1 GB 120 GB
endpoints (Medium)

Up to 80,000
endpoints (Large 8 3.98 GHz 16 GB 16 GB 1 GB 150 GB
Application Server)

Up to 80,000
endpoints (Large 8 3.98 GHz 16 GB 16 GB 1 GB 150 GB
Database Server)

Up to 150,000
endpoints (Very Large 8 3.98 GHz 16 GB 16 GB 1 GB 150 GB
Application Server)

Up to 150,000
endpoints (Very Large 8 3.98 GHz 16 GB 16 GB 1 GB
150 GB
Database Server)
 North East
Conductor
CORE CUP Unified
s CM
Unity
CUBE SME Connection

Internet ISR G2

TS TS
Call Control
Conferencing

West Provisioning Assurance

Unified CM
ISR G2

Endpoints
Prime Collaboration

West MPLS WAN

South
Unified CM
ISR G2

PSTN /
ISDN
South
 Implement Cisco Prime
Collaboration Provisioning
Wizard Deployment

Application
Provisioning for
UC 10.0 +

Provisions UC
applications as
well as Prime
Know the Order
Enterprise Discovery and System Design
Discover Processors
Sync Processors
Create Domains
Sync Domains
Create Service Areas
Create Service Templates
Process Orders
Processors

Customer Discovery Information

How Many Processors?

What Types of Processor?
What is the Naming Convention?
What are the credentials?
Do new accounts need to be created for Access?
Integrate Processors

Fill in the appropriate information

For the device you are adding

Fill in the appropriate version

for the device you are adding

User Name with AXL

API Access

Extension Mobility Service

Configured in Phone Services
if Available
Synchronize the Processors

Infrastructure Sync
CSS, PT, Device Pools
Locations, etc.

User Sync End Users

and Device Associations
Domains

Customer Discovery Information

How is the Support Organization Logically Setup
How Many Domains Are Needed
What is the Preferred Naming Convention
How am I going to get Users into my domains
Create Domains
To Create a New Domain
Navigate to the Infrastructure
Domains Menu

Give your Domain the

Appropriate Name based
On Naming Convention

Choose the Appropriate

Call Processor

Choose the Appropriate

Message Processor
To get users into the
System, You must first
configure a Sync Rule
Service Area
Customer Discovery Information
How Many Service Areas are Needed?
What Processors are tied to each Service Area?
What Users Roles are needed in each Service Area?
What is the Naming Convention Going to Be?
Create Service Areas
Fill In the Appropriate
Service Area Name

Fill In the Appropriate

Service Settings

Assign Appropriate
Voicemail Settings

Assign User Roles

appropriate
Service Templates

Customer Discovery Information

How many Templates
Start Small and Grow Device Template
Keyword Replacement
Configure everything as needed Line Template

What is the naming convention? Service Template

VM Template
Device Templates
Name the template using
standard naming
convention

Endpoint and Service

Type

All Device Details Needed

Line Template
Name the template using
standard naming
convention

Endpoint and Service

Type

All Device Details Needed

VM Template
Name the template using
standard naming
convention

Endpoint and Service

Type

All Device Details Needed

Synchronize the Domains

Select the Radio Button

For the Domain

Start Domain Sync

User Roles
Customer Discovery Information
How Granular is Needed
What Devices and Endpoints
What Services
Find a Good Balance
What is the Naming Convention
Create User Roles

Use the checkboxes to

add or delete phones and
services.
Automation
Created In LDAP

A
u
t
o Jabber
p
LDAP
CUCM Provisioning
r
o Single Number Reach
v
i
s
i Mobility
o
n
i

PostgreSQL
n Extension Mobility
g
DB
S
c
r
Unified Messaging
i
p
t
LDAP Sync AXL SYNC
Ordering

Enter in any of the known Search

Click New Service
Criteria to find user

Services Currently Subscribed to

Ordering

Choose the Users Service Area

Ordering

Choose The Endpoint Type

Enter the MAC Address

Choose the Device Template

Ordering

Enter The Directory Number

Choose the Device Template

Ordering

Review the Order and Confirm View The Completed Order

Ordering > Other Types

Change > Name, DN, Location, CSS, Device Pool etc.

Change Owner > Give the Phone Setup to a New User
Move > Service Area, Location, Domain
Replace Order > Replace Device via MAC
Cancel > Remove User Can be automated
Create Template > Setup Service the way you want it and
then create template of it.
Succeed with Cisco Prime
Collaboration Provisioning
Success Criteria

Clearly Define Ownership

Provide Training and Subject Matter Experts
Train Tier 1 staff to perform orders, freeing up Engineers
Clearly Define and Stick to a Naming Convention
Commit to as many orders as possible in Prime
Keep it as simple as possible, grow as needed
ROI Inputs

Number of Adds, Changes, Deletes for existing subscribers

Number of Adds, Changes, Deletes for new subscribers that
year (based on growth rate)
Pre and Post Deployment time savings of 10:1
Pre and Post Deployment error reduction of 8%
Number of total phones in the deployment
 Return on Investment
Initial number of phones 30000 Year 1
Annual Growth 10% Average # of services per subscriber 5.00
Change&Delete Orders per month - averaged over
# of clusters 3 year 12500
New Orders/month - 1250
Total orders/month - averaged over year 13750
# of errors/month - before CUPM 1375
Service parameters # of errors/month - after CUPM 275
average # of lines/subscriber 2

average # of voicemail accounts/subscriber 1

average # of other services/subscriber 2
5

time/order/service - before CUPM - minutes 10

time/order/service - after CUPM - minutes 1

Payback time 0.31 yrs
# of change orders/year/service 30000

Quality parameters
error rate - before CUPM 10%
error rate - after CUPM 2%
time to fix an error - in minutes 30
Video
Winner
Planning For Cisco Prime
Collaboration Assurance
and Analytics
Consultative Process

Engage Business Owners

Understand the UC environment

Grow into the solution / Manage What is Important

Business Business Business
Challenges Owners Reporting
No Consolidated Define Success Who needs to see
Portal for Monitoring Criteria with an which reports
and Analyzing Executive Sponsor
How Often do the
Where to Get Best Articulate the value of need to see them
Practices the Data
What format do they
Multiple Applications Clearly Define Tools want the reports in.
to manage Ownership and
Process
How to Warehouse
Long Term Data and Engage End Users
Trends for Buy In.
 Understand the UC Environment

What are the current standards

What Devices need monitoring

What are the current credentials
How Many Clusters
UC App

Current Applications Unified CM

Unity
Connection
Contact
Center
Other UC
Applications
ISR G2

Planned Growth

Who will be using the product SME

Monitoring /
Tier 1 Responsibilities Improvement
Plans
Tier 2 Responsibilities
Tier 3 Responsibilities Report Running
Grow Into the Solution

Media Net

Alerting and Monitoring Integration

Video Endpoints

Call Capacity

Service Experience
 Designing For Cisco
Prime Collaboration
Assurance and Analytics
Server Sizing Prime Assurance and Analytics
Endpoints Managed in Prime Number of vCPUs vCPU Reservation vRAM Memory Reservation NIC Disk Space
Collaboration

Enterprise and MSP: Small, Medium, and Large

Up to 3000endpoints (Small) 4 8 GHz 14 GB 14 GB 1 GB 150 GB

Up to 20,000endpoints (Medium) 6 12 GHz 22 GB 22 GB 1 GB 300 GB

Up to 80,000 endpoints (Large) 16 32 GHz 30 GB 30 GB 1 GB 500 GB

Enterprise: Very Large

Prime Collaboration Assurance 24 48 GHz 36 GB 36 GB 1 GB 750 GB

only

Prime Collaboration Assurance and 8 16 GHz 16 GB 16 GB 1 GB 750 GB

Prime Collaboration Analytics
(database server)

Prime Collaboration Assurance and 24 48 GHz 36 GB 36 GB 1 GB 750 GB

Prime Collaboration Analytics
(application server)
 North East
Conductor
CORE CUP Unified
s CM
Unity
CUBE SME Connection

Internet ISR G2

TS TS
Call Control
Conferencing

West Provisioning Assurance

Unified CM
ISR G2

Endpoints
Prime Collaboration

West MPLS WAN South

Unified CM
ISR G2

PSTN /
ISDN
South
Implement Cisco Prime
Collaboration Assurance
and Analytics
 Assurance Planning

Preparing Devices
SNMP
UC Application Users
AXL access
HTTP Credentials
JTAPI Users Access
IOS CLI Access
Application Setups

http://docwiki.cisco.com/wiki/Setting_up_Devices_for_Prime_Collaboration_Assurance
Know the Order

Enterprise Discovery and System Design

Prepare for Applications and Endpoints For Discovery
Create Assurance Domains
Prepare Credential Repository
Discover Devices
Create Additional Trunk Groupings
Create Proactive Monitoring Tests
Report And Analyze
Assurance Domains

Assign a user to the

Logical Groupings of Enterprise or Logical
devices that will allow Assurance Domains
Role Based Access to
groups of Devices.
Assurance Devices

How to discover devices

Manually
CDP
Seed File
Logical Discovery
 UC App

ISR G2 Cube Video

Unity Contact Other UC
Unified CM Connection Center Applications

SNMP Telnet / SSH / Enable

HTTP / HTTPS MSI
JTAPI

Assurance/Analytics
CPCA with
Credential DB
Adding Devices
Add Application Type and
IP range

Add credentials
Logical Discovery Manual Discovery

Enter IP of Seed Device

All Fields Manually

Preparing CUCM

Unique
Enter IP ofCluster IDs
Seed Device
SNMP Monitoring CDR Billing Server
Preparing CUCM > CDR Importance
Details, Dashboards
Analysis

CUCM Assurance
CDR/CMR Push

PostgreSQL
DB
Filter by device
type, site
groups, and High-level
user-defined view of
groups managed
devices
Succeed with Cisco Prime
Collaboration Assurance
Assurance Dashboards > Ops Overview
Overall
Endpoint
Health

Overall
Cluster
Health

Overall
Application
Health
Assurance Dashboards > Ops Overview >Drill Down
Software
Endpoint Version and
Edpoint Detail Status Location Details
Assurance Dashboards > Service Experience

Top 5 failed
Calls By
Top 5 Poor Percentage
Voice Quality by
percentage

Top 10 TP Session
Endpoints With Alarms
with Issues in Progress
Session Diagnostics

See participating
endpoints

View video
sessions

View endpoint Click the endpoint to

statistics see the session
statistics in near real
time
Assurance Dashboards > Service Exp > Drill Down
Last 24 Hours Failure Reasons
Call Failure

Failure
Endpoints
Reasons
Involved
Assurance Dashboards > Alarms Overview

Overall Alarm
Status
Top 10
Devices With Top 10 Video
Alarms Impact Devices with
Alarms
Assurance Dashboards > Alarms Drill Down
Device
Alarm
Description
Description
and IP

Overall Alarm
Status
Assurance Dashboards > 360 View
360 View - Pop Out that
Supplies Users with Additional Endpoint
Information and Analysis

360 Radio
Button

Device Additional
Snapshot and Endpoint
details History
Assurance > Thresholds and Notifications

Customize
Alarm
Customize Severity
Suppression
Status

Alarm
Description
Assurance > Notifications

Create
Notification Customize
Groups Criticality
Assurance > Notifications > Setup

Select Devices
you want to
include
Select Method of
Notification:
Trap, Email,
Syslog
Succeed with Cisco Prime
Collaboration Analytics
Improve Service Reduce Call Failure Improve Reaction
Experience Rate and MTR

Publish / Share Call Treat your voice Assurance should be

Quality Data and network like your data monitored for real
Metrics. network. time proactive issues.
Identify Acceptable All calls dialed, Capacity Planning
Call Quality Levels. should complete. and Asset usage is
easily definable.
Define Quality SLAs Create SLAs for Call
to Adhere to. Failure. Define Success
criteria tied to the
Use data to drive Use Dashboards and data to gauge
improvement plans if Reports to identify success.
situations arise. outages.
Assurance & Analytics Score Card

Poor Calls Scorecard

NE Poor Calls S Poor Calls W Poor Calls Goal 18

January 11 4 6 4 16

February 16 4 2 4 14
March 8 2 8 4 12
April 3 4 4 4 10
May 7 5 2 4
8
June 9 3 2 4
6
July 4 6 4 4
4
August 5 4 4 4
2
September 6 12 5 4
October 2 12 9 4 0

November 2 2 4 4
December 8 3 3 4
NE Poor Calls S Poor Calls W Poor Calls Goal
Analytics Overview
Dialed Number Analysis
Off-Net Calls Analysis
Call Traffic Per Location
Traffic Type (Ext, Int, Local)
Analysis
Call Failure Trends
Service Quality Distribution by
Location
Most impacted Endpoints

Video Conference Statistics

Top N Conference Locations

Least used endpoints Analysis Busy Hour Trunk Analysis CPU Trend Analysis
No Show Video Telepresence CAC BW utilization Memory Trend Analysis
Endpoints and Room Utilization Conferencing Utilitzation (MCU)
Trunk Utilization Analysis
Analytics Interactive Reports > Technology Adoption

Velocity of
Adoption

Endpoints
Number of
Deployed in
minutes by
your
Device Type
environment
Analytics Interactive Reports > Asset Usage

Groupings of the
Types of Endpoints
in your environment

Numbers that
show how
your
investment is
being use
Analytics Interactive Reports > Traffic Analysis

Off-Net
Locations Call
Volume:
Monitor For
Oddities

Top Location
Calls Volume:
Monitor For
Oddities

Top Callers:
Monitor for
Oddities
Large
Numbers of
calls from one
Person
Protocol Types
of Traffic
Analytics Interactive Reports > Capacity Analysis
Capacity of
Capacity of Configured
T1s. Route Groups
Monitoring for
increase
Capacity
Needs

BHCA
Feedback for
Route Routps

BHCA Feed
back for
Trunks
Analytics Interactive Reports > Capacity Analysis
Bandwidth
Feedback based
on CUCM
configured
Settings for CAC

Router based
DSP Usage:
Monitor For
Needs of
increased
Capacity or
unexpected
results
TP and MCU Usage
Statistics: Monitor For
Increased Demand
Analytics Interactive Reports > Service Experience
Overall
Service
Experience
Snapshot
based on
Timeframe

Service
Experience
Breakout by
device type

Top Locations
for Call
Failures,
Monitor For
Process
Improvement
Top Impact
Users With
Service
Quality Issue:
Monitor for
Process
Improvement
Analytics Interactive Reports > UC System Performance

Mointor Devices for

System Performnace
Trends
Analytics Interactive Reports > Video Conference

Types of Video Locations with

Conferences Being Video Conferences
Used: Used to Count. Monitor For
Justify Investment Trends and ways to
strategize increase
in usage.
Use Case #1
Service Experience

Users Are complaining of poor voice quality

Intermittent issue with no way to quantify problem to Executives
Need to see what types of calls are failing
Need a starting point for troubleshooting process
Service Experience Workflow

Start With the Overall Picture Drill Down For Trends

Select Time Frame Audio Calls
Select Grades Video Calls
Service Experience Workflow

Drill Down For Details

To and From, Endpoints Involved, Durations
Call Quality Metric Details
Look For Specifically Impacted Users Look For Trends Over Time
Select Time Frame Improvements
Select Grades Any Network Related Correlation
Service Experience Workflow

Phone 360 View Gives us most recent Call Diagnostics Test Center
Near Real Time Feedback Node to Node Test
Show Any Active Alarms Scheduled or On Demand
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Questions?
Additional Sessions Of Interest

Session Number Description

LTRUCC-3305 Cisco Prime Collaboration Provisioning
Deployment and Best Practices
BRKEVT-2800 Overview of Cisco Telepresence Solution and
Deployments
LTRNMS-2005 Performance and Capacity Management via
Cisco Prime
BRKNMS-2847 Wireless troubleshooting with Cisco Prime
Infrastructure
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Thank you
Appendix 1 Wizard
Provisioning Wizard Screen Shots

Setup AXL Integration to Name Domain, Setup Custom

CUCM Dial Plan
Provisioning Wizard Screen Shots

Setup Time zones, Site Codes,

CSS, Partitions Voice Gateways, Setup Users and Device Bundles
Route Groups, Route Lists.
Provisioning Wizard Screen Shots

Setup Any Auto-Provisioning Setup LDAP Integration

Provisioning Wizard Screen Shots

Makes Changes As Need and Apply Review Applied Configuration

 Appendix 2 Metrics and
KPIs

Source: Cisco Press VoIP Performance Management and Optimization Adeel Ahmed, Habib Madani, Talal
Siddiqui
5 9s Impact

Treatyour Voice Network metrics like

your Data Network metrics
5 9s Impact
Availability Downtime per Year Downtime per Month Downtime Per Week

90 36.5 days 72 hr 16.8 hr

95 18.25 days 36 hr 8.4 hr
98 7.3 days 14.4 hr 3.36 hr
99 3.65 days 7.2 hr 1.68 hr
99.5 1.83 Days 3.60 hr 50.4 min
99.80 17.52 hr 86.23 min 20.16 min
99.90 8.76 hr 43.2 min 10.1 min
99.99 52.6 min 4.32 min 1.01 min
99.999 5.26 min 25.9 sec 6.05 sec
99.9999 31.5 sec 2.59 sec 0.605 sec
Voice Network Health

Strive to get all Metrics Green

Green Network Yellow Network Red Network
> 99.999 Completion 98-99 % Completion < 98% Completion
Total CPU Under 68 Total CPU 68-80% New Calls Not
Percent Accepted or drop in
Dial Tone 251-400ms progress
Dial Tone Delay <
Media Cut-through
250 MS CPU Spiking +80%
Clipping of 500-800 for more than 5
Media Latency/delay ms seconds
under 150ms
Media Latency 150- Dial Tone Delay >
No calls Fail due to 300ms 400 ms delay
CAC
Media Clipping > 800
ms
Media Latency >
300ms
General Guidelines

Cisco Best Practice Guidelines

General Media KPI threshold Numbers

Good Acceptable Poor

Delay Round Trip 0-150 ms 150-300 ms >300 ms
Jitter 0-20 ms 20-30 ms >30 ms
Loss 0-0.5% 0.5-1.5% >1.5%
SLA Example

Scorecard to Measure progress

Strive to set and then Meet your
numbers
Improvement Plans around failures
Critical Cause Code SLA Example
Week Cause Code 34
Channel Not Availiable
1 1
2 3
3 4
4 4
5 1
Cuase Code 38 Cause Code 124
Network Out of Order Conference Full
1 2
4 2
4 4
2 5
1 1
Cause Code 125 Cause Code 47
Out of Bandwidth Reource Unavailiable
0 1
0 2
2 2
4 5
5 1
Call Failures

96% Acceptable by the PSTN, Some in acceptable

may be preventable
4% abnormal call failure, may need to investigate
network issues for improvements
1% blatant mis-configuration errors. Need
immediate fixing
 Normal vs Abnormal Termination Profiling
Call Abonormal Subscriber
ISDN SIP Calls % of Calls Completion Call Termincation OOO
0 Feature Activation/Deactivation 5038 1.58% x
1 402 Unallocated/Unassigned DN 3152 0.99% x
13 Servcie Was Denied 1563 0.49% x
16 Normal Call Clearing 273421 85.62% x
17 486 User Busy 10272 3.22% x
18 408 No User Responding 10272 3.22% x
19 480 No Ansswer, User Alerted 9 0.00% x 95% Valid
21 403 Call Was Rejected 37 0.01% x
29 510 Invalid/Incomplete Number 167 0.05% x
31 480 Normal, Unspecified 5250 1.64% x
47 503 Resource Unavailiable 670 0.21% x
102 504 Recover Timer Expiry 119 0.04% x
3 404 No Route to the Destination 128 0.04% x
34 503 No Circuit Availiable 79 0.02% x
111 500 Netoerk Out of Order 3515 1.10% x
41 503 Temporary Failure 1581 0.50% x
3% Abnormal
408 Too Many Hops 3053 0.96% x
403 Unauthorizeed 88 0.03% x
22 410 Number Changed 75 0.02% 0.3% Config
x
27 502 Destination Out Of Order 861 0.27% x
Total 319350
Capacity Planning

Allows you to forecast demand based on trends

Long Term Planning Strategy to never run out of
capacity for users.
Capacity Planning Tracking

Trunk Group Average Usage %

35

30
Avg Trunk Group

25

20
Avg Trunk
Group
15

10

0
1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39 41
Voice Quality Issues and Their Associated Root Cause

Synthetic Voice Packet Loss

Fuzzy Voice Delay
Absolute Silence Echo Return Loss
Static and Hissing Gain Adjustment
Muffled Voice Jitter
Soft Voice VAD
Choppy Voice Routing Issues
Listener (Far-End) Echo
Thank you