Table Of Contents
Operations Manager
Frequently Asked QuestionsInstallation and Initial Configuration
Devices—Discovery and Inventory Collection
IP Phones—Inventory Collection
Monitoring Dashboards—The Basics
Operations Manager
Frequently Asked Questions
Installation and Initial Configuration
Devices—Discovery and Inventory Collection
IP Phones—Inventory Collection
General Questions
General Questions—The Basics
What does Operations Manager do?
What is Operations Manager not meant to be used for?
What IP phone protocols does Operations Manager support?
Is Operations Manager SSL-compliant?
How can I gain remote access to the Operations Manager server?
How do I restart the daemon manager?
What does Operations Manager do?
Cisco Unified Operations Manager (Operations Manager) monitors and evaluates the current status of both the IP communications infrastructure and the underlying transport infrastructure in your network. Operations Manager uses open interfaces such as Simple Network Management Protocol (SNMP) and Hypertext Transfer Protocol (HTTP) to remotely poll data from different devices in the IP communications deployment.
Cisco Unified Operations Manager increases productivity of network managers, enabling them to isolate problems more quickly using:
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Contextual diagnostic tools:
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What is Operations Manager not meant to be used for?
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What IP phone protocols does Operations Manager support?
Is Operations Manager SSL-compliant?
Yes. You can enable SSL using Common Services. See User Guide for CiscoWorks Common Services 3.0.
How can I gain remote access to the Operations Manager server?
Use VNC.
How do I restart the daemon manager?
net stop crmdmgtdnet start crmdmgtd
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Where can I find the user guide for Operations Manager?
User guides for Operations Manager are available at this URL:
http://www.cisco.com/en/US/partner/products/ps6535/products_user_guide_list.html
Files and Databases
Where are Operations Manager log files located?
How do I know which log file to look at for a particular function?
Where are node-to-node test data files located?
Where are performance polling data files located?
How long does Operations Manager retain files on the server?
What file maintenance should I do to maintain good system performance?
What data does Operations Manager purge from databases?
Which Operations Manager files are backed up when I run Common Services backup?
Where are Operations Manager log files located?
NMSROOT\log\itemLogs
How do I know which log file to look at for a particular function?
See the "Accessing and Deleting Log Files" topic in the Operations Manager user guide.
Where are node-to-node test data files located?
NMSROOT\data\N2NTests\testname
Where are performance polling data files located?
NMSROOT\data\gsu\_#GSUdata#_
How long does Operations Manager retain files on the server?
What file maintenance should I do to maintain good system performance?
To maintain good system performance, back up the DFMServer log file (DFM.log) when it grows larger than 30 MB.
What data does Operations Manager purge from databases?
itemFH.db
Alert and Event History
Service Quality Events History
31 days
pif.db
IP phone audit records
7 days
Which Operations Manager files are backed up when I run Common Services backup?
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Applications and Tools
Why aren't there links from Operations Manager windows to CiscoView, RME, or Campus Manager?
Why can't I launch the IPCC Administration URL?
Why can't I launch the performance graphing tool?
Why can't I launch the performance graphing tool for an MGCP gateway?
Why can't I launch the performance graphing tool for a Cisco Catalyst 6000 Series Switch?
Shouldn't there be more data points plotted on this performance graph?
How many performance graphs can I display?
Why does a login screen appear when I try to launch Resource Manager Essentials, Campus Manager, or CiscoView from Operations Manager?
To avoid the need to log in, configure single sign-on across the LMS and Operations Manager servers. Use the instructions in Common Services online help.
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Why aren't there links from Operations Manager windows to CiscoView, RME, or Campus Manager?
Select Administration > Preferences and enter the CiscoWorks server information.
Why can't I launch the IPCC Administration URL?
You can launch the IP Contact Center (IPCC) Administration URL only when the IPCC web components are installed on the IPCC device.
Why can't I launch the performance graphing tool?
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Why can't I launch the performance graphing tool for an MGCP gateway?
Verify that:
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Why can't I launch the performance graphing tool for a Cisco Catalyst 6000 Series Switch?
Verify that:
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Shouldn't there be more data points plotted on this performance graph?
If not all expected values are plotted on a graph, the most likely reason is that one or more values are very small in comparison to the maximum value. For example, for the values 250, 2, and 1, the smaller values, 2 and 1, will not be plotted.
How many performance graphs can I display?
For devices with H323 and MGCP capability, up to four graphs can be displayed in a single plot area. When polling is enabled for both H323 and MGCP capabilities, two graphs are shown for each selected metric. If you select more than two metrics for such a device, two graphs are shown for each of the first two selected metrics, only for a total of four graphs.
Installation and Initial Configuration
What are the basics I should be aware of when installing Operations Manager?
Can I install Operations Manager on a server with LMS?
Can I install Operations Manager on a server with RME?
Can I install Operations Manager on a server with HP OpenView?
Can I install Operations Manager on a server with Netview?
Can I install Operations Manager on a server with Cisco Secure ACS?
Does Operations Manager support Terminal Services?
Can I install a SMARTS Incharge server on an Operations Manager server?
Should I enable NetBIOS over TCP/IP on the Operations Manager server?
Which Java Plug-In (JPI) do I need on my client?
Why doesn't the Operations Manager home page appear in my browser?
Why aren't voice-enabled devices being monitored?
What are the basics I should be aware of when installing Operations Manager?
For installation and upgrade guides, go to this URL:
http://www.cisco.com/en/US/products/ps6535/tsd_products_support_install_and_upgrade.html
For best practices, tutorials, and other presentations, go to this URL:
http://www.cisco.com/en/US/products/ps6535/prod_presentation_list.html
Can I install Operations Manager on a server with LMS?
No.
Can I install Operations Manager on a server with RME?
No.
Can I install Operations Manager on a server with HP OpenView?
No.
Can I install Operations Manager on a server with Netview?
No.
Can I install Operations Manager on a server with Cisco Secure ACS?
No.
Does Operations Manager support Terminal Services?
Not for installing Operations Manager. For running Operations Manager, Terminal Services is supported in remote administration mode only.
Should I install CiscoWorks Common Services patches and service packs on the Operations Manager server?
No. If available, install only patches or service packs that are designated specifically for Cisco Unified Operations Manager on Cisco.com.
Can I install a SMARTS Incharge server on an Operations Manager server?
No. Operations Manager requires a dedicated system. Installing additional software is not supported.
Should I enable NetBIOS over TCP/IP on the Operations Manager server?
No. If disabling NetBIOS is unacceptable, you must make sure that NetBIOS names are consistent with the DNS naming scheme.
Which Java Plug-In (JPI) do I need on my client?
None.
Why doesn't the Operations Manager home page appear in my browser?
If Enhanced Security is enabled on the Windows 2003 system, you will not be able to access the Operations Manager home page until you add it to the Internet Explorer Trusted Sites Zone.
Why can't I see the buttons at the bottom of some screens?
Some popup windows are not resizable, and the buttons located at the bottom right are covered by the status bar.
This occurs only with Windows XP Service Pack 2 using Microsoft Internet Explorer, and with certain security settings configured. The security settings are applied when the Operations Manager server is put in a security zone where the sizing of popups opened by scripts is disabled.
For detailed instructions, access this bug through Cisco Software Bug Toolkit at http://www.cisco.com/pcgi-bin/Support/Bugtool/home.pl. (You will be prompted to log into Cisco.com.)
To fix the problem, the Allow script-initiated windows without size or position constraints option should be enabled for the security zone that the Operations Manager server is in.
Do one of the following:
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Why aren't voice-enabled devices being monitored?
For Operations Manager to work properly, the DNS name of the Operations Manager server must resolve to a fully qualified domain name (FQDN). Operations Manager provides a script to test whether the server name is resolvable; to run this script:
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The following example shows the result of running this script when the server name resolves to an FQDN:
C:\Program Files\CSCOpx\bin>smNameResChecking name resolution for : AustinOMPrimary IP address : 10.89.154.53Primary IP resolves to : AustinOM.cisco.comAustinOM.cisco.com : 10.89.154.53The following example shows the result of running this script when the server name does not resolve to an FQDN:
C:\PROGRA~1\CSCOpx>bin\smNameResChecking name resolution for : pinkPrimary IP address : 10.70.102.148Primary IP resolves to : pink.color.eng.cisco.co.jpERROR The requested name is valid, but no data of the requested type was found.What should I do when Service Level View shows All Devices in the tree view and no devices under "All IP Communications Devices"?
Wait until 10 minutes after device discovery completes to launch Service Level View.
Devices—Discovery and Inventory Collection
How can I add devices to Operations Manager?
How can I add devices to the DCR?
How can I synchronize Operations Manager inventory with RME inventory?
How can I import inventory from HP OpenView?
What does Operations Manager do after devices are added to its inventory?
What happens in the DCR when I delete a device from Operations Manager inventory?
What happens to Operations Manager inventory when devices are deleted from the DCR?
How is inventory collection different from auto-discovery?
How do I start inventory collection and when does it run?
How can I prevent inventory collection or discovery from timing out?
Why does inventory collection stop at 10%?
I removed a device from the network; why do I still see it as Monitored in Operations Manager?
After configuration changes are made on a device, when will I see the changes in Operations Manager?
Why does Operations Manager show a device as Unsupported when it is a supported device?
When I add a device using DNS name, is the name case-sensitive?
Why is a device I just deleted still displayed on the Group Management Membership Details page?
Why doesn't Operations Manager recognize my Cisco Unified Communications Manager/Application Server?
What are Operations Manager device states?
Why is a supported media server in the Unsupported state?
Why does my MCS device go into the Partially Monitored state?
Why does Cisco Unified Communications Manager go into the Partially Monitored state?
Why do certain voice applications go into the Partially Monitored state?
How can I add devices to Operations Manager?
A device must be in the Device Credentials Repository (DCR) before you can add it to Operations Manager inventory. Operations Manager supports automatic addition of devices as they are added to the DCR and supports manual selection of devices.
How can I add devices to the DCR?
Do either of the following:
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How can I synchronize Operations Manager inventory with RME inventory?
Configure Operations Manager to use the same master DCR—located on a remote server—that RME uses. For more information, see the Device and Credential Administration topic in Common Services online help.
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How can I import inventory from HP OpenView?
Configure Common Services Bulk Import to add devices from HP OpenView to the DCR; then add the devices to Operations Manager.
Can I share the DCR with LMS?
Yes. Configure Operations Manager to use a master DCR that is also used by an LMS application.
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What does Operations Manager do after devices are added to its inventory?
Performs inventory collection for the devices and reconfigures data collectors.
What happens in the DCR when I delete a device from Operations Manager inventory?
The device remains in the DCR.
What happens to Operations Manager inventory when devices are deleted from the DCR?
The devices are also deleted from Operations Manager.
How is inventory collection different from auto-discovery?
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How do I start inventory collection and when does it run?
You can start inventory collection by:
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The following events will also trigger inventory collection:
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How can I prevent inventory collection or discovery from timing out?
If device inventory collection or discovery is being performed over a slow network connection, or if the devices are unusually slow in responding to SNMP or HTTP requests, you can change the ivr.properties file to prevent Operations Manager from timing out during discovery or inventory collection. The file is located in the NMSROOT/conf/ivr folder. To increase the time allocated for discovery or inventory collection, change the property messageFactor:6 to messageFactor:10. The higher the number, the longer Operations Manager waits before timing out.
You can also increase the SNMP timeout (Devices > Device Management > Inventory Collection > SNMP Configuration).
Why does inventory collection stop at 10%?
This may be due to a license violation. First check the VHMServer log file to verify that there is a license problem. If the system's time has been changed, Operations Manager interprets this action as a license violation which results in Operations Manager stopping inventory collection. To fix this, you must find all files that have dates in the future and change them. Use the following procedure:
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I removed a device from the network; why do I still see it as Monitored in Operations Manager?
If a monitored device is removed from the network, it continues to be in the Monitored state until the next inventory collection occurs, even though the device is unreachable. The only way that you will know that this device is unreachable is when an unreachable alert appears for the device in the Alerts and Events display.
After configuration changes are made on a device, when will I see the changes in Operations Manager?
Configuration changes on a device are discovered by Operations Manager only during the inventory collection process. Therefore, any changes to a device's configuration will not be shown by Operations Manager until the next inventory collection after the configuration change. (You can also initiate rediscovery to enable Operations Manager to display the change.)
Why does Operations Manager show a device as Unsupported when it is a supported device?
If CDP is not enabled on a device, Operations Manager does not discover the device properly and moves the device to Unsupported.
When I add a device using DNS name, is the name case-sensitive?
Yes. For more information on how Operations Manager resolves devices names, see the "How Operations Manager Identifies Devices Imported from the DCR" topic in the Operations Manager user guide.
Why is a device I just deleted still displayed on the Group Management Membership Details page?
This could occur due to:
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To fix the problem:
Wait a few minutes, then refresh the page that you are viewing.
Can I change the TCP port that Operations Manager uses to connect to Cisco Unified Communications Manager for HTTP?
No. Operations Manager uses port 80.
Why must I provide a privileged (CCM Admin) username and password for Operations Manager to monitor Cisco Unified Communications Manager?
Operations Manager requires read-only access to Cisco Unified Communications Manager HTTP interfaces to get cluster-level connectivity information.
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For Cisco Unified Communications Manager 4.0 and later with multilevel administration access (MLA), you can:
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Which should I add to Operations Manager: Cisco Unified Communications Manager subscribers or the Publisher only?
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What credentials must I supply to Operations Manager 1.1 to enable performance polling on IP Conference Connection (IPCC) and Cisco Unity Connection?
Supply the username and password for a local administrator's account on the server where the application is installed. (Create a user in the local administrator's group with "Read only" access if desired and provide this username and password.)
Why aren't any of these capabilities listed for my devices: Cisco Unified Communications Manager Express, SRST, and Cisco Unity Express?
Verify that the minimum supported software version is running where applicable:
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Why doesn't Operations Manager recognize my Cisco Unified Communications Manager/Application Server?
Verify that the server has CDP enabled and that the CDP-MIB is responding correctly.
What are Operations Manager device states?
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Why is a supported media server in the Unsupported state?
Possibly CDP is disabled or not responding.
Some Cisco Unified Communications Managers in a cluster are in the Partially Monitored state; will Operations Manager still provide a complete assessment of their health?
Yes. As long as one Cisco Unified Communications Manager in the cluster has IIS enabled, Operations Manager monitors all Cisco Unified Communications Managers in that cluster.
Why does my MCS device go into the Partially Monitored state?
If Distributed COM is not enabled on the Operations Manager system, WMI authentication for MCS servers fail and the MCS device will go into the Partially Monitored state. On the Operations Manager system, verify that Distributed COM is enabled. The Windows default setting is to have Distributed COM enabled. To verify that Distributed COM is enabled, use the following procedure:
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Why does Cisco Unified Communications Manager go into the Partially Monitored state?
If the incorrect HTTP credentials were entered for a Cisco Unified Communications Manager, it may go into the partially monitored state. When this occurs none of the Perfmon Counters are polled.
Why do certain voice applications go into the Partially Monitored state?
The following devices may go into the partially monitored state:
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If insufficient windows credentials are provided during the addition of these devices, they become partially monitored, and some of their WMI attributes are not polled.
Device Groups
What is a parent group?
A group from which you create a subgroup. Device groups are subsets (children) of larger groups (parents).
Why are some devices that match the rule for my User Defined Group not included as members?
The device matches the rules for the immediate group, but not for the parent group.
Why isn't a device I added to Operations Manager showing up in the expected User Defined Group?
One of the following:
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How can I create a User Defined Group that will automatically include new devices added to Operations Manager?
Edit the user-defined group, setting Membership Update to Automatic.
Why is a device that is logically connected to a Cisco Unified Communications Manager not displayed under the appropriate cluster group?
The device is not registered to the cluster.
To fix the problem:
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Diagnostics
This topic includes the following:
Diagnostics—The Basics
How frequently can I run diagnostic tests?
On what devices does Operations Manager configure Cisco IP Service Level Assurance (IP SLA) tests?
On what devices do I need to enable IP SLA Responder?
On target or destination routers in SRST tests and node-to-node tests.
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How does Operations Manager maintain the IP SLA tests that it configures?
If a device is rebooted, Operations Manager reconfigures IP phone status and SRST tests as soon as the device comes back up.
Do I need to reset my routers to remove node-to-node, phone status, or SRST tests from them?
If you ever need to uninstall Operations Manager, be sure to delete all the node-to-node, phone status, and SRST tests from the application before you uninstall it. If you do not delete these tests, they will continue to run on the router.
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IP Phone Status Tests
Can I get some help creating a seed file for IP phone status tests?
What devices must Operations Manager monitor to enable IP Phone Status testing?
What could cause an IP phone status test to fail?
Can I get some help creating a seed file for IP phone status tests?
You can export information for all phones and edit it as follows:
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What devices must Operations Manager monitor to enable IP Phone Status testing?
The source device and the last hop router (the router closest to the phone). Ensure that IP SLA is enabled on the source device and on the last hop router.
What could cause an IP phone status test to fail?
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Node-to-Node Tests
Why is data not collected for some devices?
Sometimes, the data retrieved from IPSLA-capable devices contains excessively high values. Such values are only logged on each polling cycle.
Why do I see this error: "There is no data for the past 48 minutes for the selected view"?
This error occurs due to an incorrect system up time in the device and occurs in specific Cisco IOS versions. Upgrade the Cisco IOS version, or reboot the source device. For details, see CSCin66315 and CSCeb46870 using the Cisco Bug Toolkit at this URL:
http://cisco.com/cgi-bin/Support/Bugtool/home.pl
Synthetic Tests
Does Operations Manager ever stop running synthetic tests?
How do I know the status of synthetic tests?
Will a Cisco Emergency Responder synthetic test actually dial 911?
What's required to configure Cisco Emergency Responder synthetic tests?
Why is there a reserved range of MAC addresses for synthetic tests?
Are my synthetic phones set up correctly?
What could cause a dial-tone test to fail?
What can I do when an end-to-end call test fails?
What can I do when a Cisco Conference Connection Test fails?
What can I do when a message-waiting indicator test fails?
What can I do when a Cisco Emergency Responder test fails?
Does Operations Manager ever stop running synthetic tests?
Yes, when:
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How do I know the status of synthetic tests?
When a synthetic test is unsuccessful, it generates one of the following events:
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Will a Cisco Emergency Responder synthetic test actually dial 911?
No. You must configure a test Emergency Response Location in Cisco Emergency Responder and a synthetic phone for Operations Manager synthetic testing. For instructions, see Cisco Emergency Responder Administration Guide 1.2.
What's required to configure Cisco Emergency Responder synthetic tests?
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Caution
Why is there a reserved range of MAC addresses for synthetic tests?
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Are my synthetic phones set up correctly?
Synthetic phones are set up correctly after you complete all of the following tasks:
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Can I run Cisco Unity voice mail synthetic tests if Cisco Unity is configured with a third-party PBX?
No.
What could cause a dial-tone test to fail?
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What can I do when an end-to-end call test fails?
Try to determine the cause of the test failure:
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What can I do when a Cisco Conference Connection Test fails?
To try to determine the cause of the test failure, check whether:
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What can I do when a message-waiting indicator test fails?
To try to determine the cause of the test failure, check whether:
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To clean up the voice mailbox after a test failure, connect a real phone and give it the same extension; then, delete all the voice mail manually.
What can I do when a Cisco Emergency Responder test fails?
To try to determine the cause of the test failure, check the following:
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IP Phones—Inventory Collection
Which devices must Operations Manager monitor before IP phone inventory collection can find phones?
Does Operations Monitor keep phone information up-to-date between scheduled phone discovery jobs?
What information does IP Phone Move Tracking gather?
How can I suspend IP phone inventory collection?
How does IP phone inventory collection handle phones connected to trunk ports?
Do I need to import phones?
No:
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Which devices must Operations Manager monitor before IP phone inventory collection can find phones?
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Does Operations Monitor keep phone information up-to-date between scheduled phone discovery jobs?
Yes, by running IP Phone Move Tracking every 5 minutes.
What information does IP Phone Move Tracking gather?
Changes to the phone: phone moves and audit details (phones added, deleted, registered, unregistered).
How can I suspend IP phone inventory collection?
Delete all phone discovery schedules (Devices > Device Management Inventory Collection > IP Phone). To resume IP phone inventory collection, add a phone discovery schedule.
How does IP phone inventory collection handle phones connected to trunk ports?
Phone discovery does not discover phones connected to trunk ports. An exception is made for Cisco Catalyst 3500 series switches, because voice-VLAN configuration is not supported and configuration guidelines for these switches recommend trunk mode.
Why is information about switch, VLAN, and ports for Cisco Catalyst 3550 Series switches missing from IP Phone Reports and IP Phone Audit Reports?
The configuration guide for Cisco Catalyst 3550 Series switches specifies that ports to which IP phones are connected should be in access mode. Operations Manager supports IP phones connected to ports in access mode. Check whether the ports to which the IP phones are connected are in trunk mode.
Monitoring Dashboards
This topic includes the following:
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Monitoring Dashboards—The Basics
What is a view?
A view is a collection of one or more devices that you want to monitor using the a Monitoring Dashboard. A view is:
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Service Level View
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When there is an alert on a device under an IPCC instance, why isn't the alert rolled up to the instance?
An alert is rolled up to an IPCC instance only when the alert affects that instance. The alert on the device might not affect this IPCC instance.
Why does Service Level View show an IPT application as Down in a Cisco Unified Communications Manager cluster to which the application is not even registered?
When changing an IP telephony (IPT) application's registration from one Cisco Unified Communications Manager cluster to another, you must remove the registration of the IPT application to the old Cisco Unified Communications Manager cluster in both the IPT application and the old Cisco Unified Communications Manager cluster. If you do not do this, registration of the IPT application with the old Cisco Unified Communications Manager cluster will continue to appear in the Service Level View in the Down state.
Why do the old IP addresses for MGCP Gateway ports continue to appear in the Service Level View in the Down state?
If you changed a MGCP Gateway port's registration from one Cisco Unified Communications Manager cluster to another, you must also remove the registration of the port to the old Cisco Unified Communications Manager cluster. Then you must restart the SNMP and RISDC services to make the changes take effect. If you do not do this, registration of the MGCP Gateway with the old Cisco Unified Communications Manager cluster will continue to appear in the Service Level View in the Down state.
Why don't I see a link to Campus Manager when I right-click a device in the Service Level View?
There is no device-specific context. To launch Campus Manager, click the Campus Manager link in the upper right-hand corner of the Service Level View.
What should I do when Service Level View Most Recent Alerts show alerts that are not present on the Alerts and Events display?
Refresh the Service Level View window.
Why is the total device count shown in Service Level View not the same as the total number of devices in Operations Manager?
The total device count in Service Level View:
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Why is the total phone count shown in Service Level View not the same as the number of phones in Operations Manager?
Service Level View phone count does not include the suspected phones.
How do the tree view and map view adjust when different numbers of Cisco Unified Communications Manager Express are managed?
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Why don't the modifications I made to a device group show up in my user-defined views for Service Level View?
Service Level View does not handle this case. To work around this problem, disable the view and enable it again. (Select Monitoring Dashboards > Manage Views.)
A new virtual link was added to an existing user-defined view while the Service Level View window was open; why isn't the new link displayed in the map view?
New virtual links are not automatically added to the map view. Refresh the Service Level View window.
What can I do when I try to launch Connectivity Detail View and see this error: "Cannot load connectivity detail information for device"?
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Connectivity Detail View is open; why don't changes to alerts on the device show their effect?
The Connectivity Detail View does not automatically refresh; refresh the window.
Alerts and Events
How is the Alerts and Events display information organized?
Guest
