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Avaya Aura™ Communication Manager Voice Quality Monitoring Solution
www.prognosis.com
Americas Europe/UK Germany Asia Pacific/M. East/Africa
t: +1 (303) 390 8700 t: +44 (1344) 894 200 t: +49 (69) 710 455 255 t: +61 (2) 9966 1066
f: +1 (303) 390 8777 f: +44 (1344) 890 851 f: +49 (69) 710 455 450 f: +61 (2) 9966 1042
e: info.usa@prognosis.com e: info.europe@prognosis.com e: info.germany@prognosis.com e: info.ap@prognosis.com
Important Notices
Copyright
© Copyright 2010 - Integrated Research Limited (ABN 76 003 588 449). All rights reserved.
The information contained in this PROGNOSIS guide is protected by copyright. No part of this document may
be reproduced in any form, including photocopying or translation into a foreign language. Reproducing or
copying any part of this document or the computer software without authorization violates U.S. and
international copyright laws.
Date of Issue: 28 October 2010
Product Version: PVM 3.1
Trademarks
• PROGNOSIS is a registered trademark of Integrated Research Limited.
• Avaya, AUDIX, DEFINITY, Avaya Aura, and Avaya Aura Communication Manager are registered
trademarks and/or service marks of Avaya Inc in the U.S. and certain other jurisdictions.
• Intel, Intel Itanium, Intel Pentium, and Intel Xeon are trademarks or registered trademarks of Intel
Corporation or its subsidiaries in the U.S.A and other countries.
• Java is a registered trademark of Oracle Corporation and/or its affiliates.
• Microsoft, Windows, Windows Vista, Windows Server and Internet Explorer are either trademarks or
registered trademarks of Microsoft Corporation in the United States and/or other countries.
Other product names mentioned in this manual may be trademarks, registered trademarks and/or service
marks of their respective owners and may not be used for commercial purposes without express permission
from their respective owners.
Disclaimer
The information in this guide is published as is and without warranties of any kind, expressed or implied,
including those regarding the accuracy or completeness of the information, warranties of merchantability and
fitness for a particular purpose, or those arising from a course of dealing, usage or trade practice.
In no event will Integrated Research be liable for any damages whatsoever (including, without limitation, those
resulting from lost profits, lost data or business interruption) arising out of the use, inability to use, or the results
of this guide.
Page 2 of 64
Contents
Introduction................................................................................................................................................ 5
Getting Started .................................................................................................................................................... 7
System Requirements ............................................................................................................................... 8
Supported Platforms .................................................................................................................................. 9
License Key ..............................................................................................................................................10
Prerequisites.............................................................................................................................................11
Check List.................................................................................................................................................12
Preparing the PBX .............................................................................................................................................15
Preparing the PBX ....................................................................................................................................16
Configure SAT User Profile (Avaya 4 and later) .......................................................................................17
Create Login Account (Avaya 3 and earlier) .............................................................................................18
Create Login Account (Avaya 4 and later) ................................................................................................19
Configure RTCP Monitoring......................................................................................................................20
Configure CDR Monitoring (Optional) .......................................................................................................22
Procedure to Add Node Names.....................................................................................................23
Procedure to Add an IP CDR Service ...........................................................................................24
Setting CDR System Parameters ..................................................................................................25
Intra-switch CDRs .........................................................................................................................26
Trunk Groups ................................................................................................................................26
Installing VoIP Monitor ......................................................................................................................................27
Installation Procedure ...............................................................................................................................28
Configuring VoIP Monitor..................................................................................................................................35
Overview...................................................................................................................................................36
Initial Configuration Setup.........................................................................................................................37
Configuration Tool ....................................................................................................................................38
PROGNOSIS Server .....................................................................................................................38
License ..........................................................................................................................................40
Update...........................................................................................................................................42
VoIP Monitor..................................................................................................................................43
Avaya PBX ....................................................................................................................................46
FAQs ........................................................................................................................................................48
How to Start and Stop Services.....................................................................................................48
How to Add a PBX.........................................................................................................................49
How to Delete a PBX.....................................................................................................................51
How to Obtain a New License Key ................................................................................................52
How to Apply a New License Key..................................................................................................53
How to Obtain Software Updates ..................................................................................................54
How to Set Up Alerts .....................................................................................................................55
Uninstalling VoIP Monitor .................................................................................................................................57
Uninstall Procedure ..................................................................................................................................58
Technical Support..............................................................................................................................................59
Technical Support.....................................................................................................................................60
Index ...................................................................................................................................................................61
Page 3 of 64
Introduction
PROGNOSIS VoIP Monitor is a single node software product which is designed to provide a comprehensive
monitoring platform for Avaya Aura™ Communication Manager IP telephony networks. It does this by
collecting data, filtering it as required and then presenting it in a 'user-friendly' format, all in 'real-time'. An
additional function allows for data to be used to generate email alerts and/or SNMP Traps when pre-defined
conditions are exceeded.
In order to collect and present data the VoIP Monitor product must be installed on a dedicated node which is
monitoring the Avaya PBX. The VoIP Monitor product includes a Web Interface component which is used to
serve data to operators through a Web Browser connection. The number of Web Browser connections
depends upon how many operators need access to the data.
VoIP Monitor comes with a wide range of pre-packaged tools that enable data collection and monitoring to start
almost immediately upon installation. The data requesting tools are called 'documents' and these include:
• Displays - Display documents are designed to request specific data and then present the collected
results in either a chart or table format.
• Thresholds - Threshold documents consist of a series of 'Conditions'. The Threshold will scan selected
VoIP Monitor data looking for instances of the pre-defined conditions being met or exceeded and will then
generate an email alert advising of the situation.
• Databases - 'Behind the scenes' databases are run by VoIP Monitor in order to collect data over a period
of time. This data is then used for later comparison and analysis through report documents.
Page 5 of 64
Getting Started
Page 7 of 64
PROGNOSIS VoIP Monitor
System Requirements
The system requirements for dedicated a PROGNOSIS VoIP Monitor server are as follows:
Minimum Specification
Recommended Specification
For the latest information please go to the VoIP Monitor web site:
VoiceQuality.com/Requirements
Page 8 of 64
Getting Started
Supported Platforms
Software Version
Hardware Model
1
Support is pending field test validation
2
Some Avaya 46xx and 96xx handset models require firmware updates to send accurate Voice Stream
Quality information. To assist in highlighting this issue, PROGNOSIS VoIP Monitor includes a Display
listing handsets with firmware versions known to produce erroneous data.
For the latest information please go to the VoIP Monitor web site:
VoiceQuality.com/Compliant
Page 9 of 64
PROGNOSIS VoIP Monitor
License Key
PROGNOSIS VoIP Monitor requires a license key in order to complete the product installation. This key can
be obtained by completing a registration process on the following web site:
VoiceQuality.com
After completing the registration details the necessary license key will be emailed back to you.
Page 10 of 64
Getting Started
Prerequisites
Ports and Firewalls
If a firewall is in place between the PROGNOSIS VoIP Monitor server and the Web browser then the following
port must be enabled:
If a firewall is in place between the VoIP Monitor server and the SNMP Trap destination then the following port
must be open:
• UDP port 162 (SNMP) - Opened in the direction from VoIP Monitor to the SNMP Trap destination.
If there is a firewall in place between the VoIP Monitor server and the Avaya Communication Manager
appliances then the following ports must be open (if the default settings are used):
• TCP port 5022 (SSH) - Opened in the direction from VoIP Monitor to the PBX.
• TCP port 5023 (Telnet) - Opened in the direction from VoIP Monitor to the PBX.
• UDP port 5005 (RTCP) - Opened in the direction from the Phones to VoIP Monitor.
• TCP port 50000 (CDR) - Opened in the direction from the PBX to VoIP Monitor.
• TCP port 50002 (CDR) - Opened in the direction from the Legacy PBX to VoIP Monitor.
• TCP port 50003 (CDR) - Opened in the direction from the Definity PBX to VoIP Monitor.
Additional Software
Microsoft Management Console 3.0 for Windows XP
If you are running the Microsoft Windows XP operating system then Microsoft Management Console 3.0 will be
required on the machine prior to commencing the VoIP Monitor installation. If this is not already on the
machine please go to the Microsoft Web site and download the Microsoft Management Console application,
http://www.microsoft.com/downloads. Once MMC has been installed the VoIP Monitor installation can be
started.
Page 11 of 64
PROGNOSIS VoIP Monitor
Check List
During the configuration of PROGNOSIS VoIP Monitor a number of system details will be required. Some of
these details can be obtained as you progress through the initial sections of this guide. This page provides a
check-list where you can record these details prior to commencing the configuration.
Key
The 'Key' indicator, e.g. (A), shown in the following list corresponds to a field in the VoIP Monitor Configuration
tool. This 'Key' is referred to in the Configuration Guide in order to assist you in completing each screen.
License Key
Firewalls
Name: (A)
User defined name of the PBX, e.g. HQ.
Type: (B)
PBX (ACM 3 and later)
DEFINITY
Site: (C)
User-defined location name, e.g. London.
Connectivity Key
IP Address: (D)
Telnet
RTCP Key
Destination IP Address:
Page 12 of 64
Getting Started
Port: (H)
See Procedure to Add an IP CDR Service Port 50000 (default) or port
(page 24).
Format: (I)
See Setting CDR System Parameters Unformatted (default)
(page 25).
Unformatted - enhanced
Expanded
Expanded - enhanced
Date Format: (J)
See Setting CDR System Parameters Month/Day (default)
(page 25). or
Day/Month
Time Zone (e.g. GMT -5): (K)
Other Key
Page 13 of 64
Preparing the PBX
Page 15 of 64
PROGNOSIS VoIP Monitor
NOTE: A username/password with administrative rights for the Avaya SAT will be required in order to gain
access to the required configuration pages.
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Preparing the PBX
Enter a descriptive name in the User Profile Name field and enable all categories by setting the
'Enbl' column for each item to 'y'.
Step 3 On Pages 2 to 41 of the USER PROFILE forms, set the permissions of all objects to 'rm' (read and
maintenance). This can be accomplished by typing 'rm' into the 'Set All Permissions To' field.
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PROGNOSIS VoIP Monitor
LOGIN ADMINISTRATION
LOGIN BEING ADMINISTERED
Login's Name: <loginname>
Login Type: customer
Service Level: non-super-user
Days to Disable After Inactivity:
LOGOFF NOTIFICATION
Facility Test Call Notification? y Acknowledgement Required? y
Remote Access Notification? y Acknowledgement Required? y
Set the Login Type to customer and the Service Level to non-super-user. Complete the password
details for the login.
Step 4 When finished press Esc+e to submit the changes and then proceed to set the 'Permissions' (see
the following instructions).
Page 18 of 64
Preparing the PBX
NOTE: For Avaya versions 4 - 5.0 the Add Group page will ask for a Group Name and Group
Number. The Group Name is normally the user profile name, e.g. prof18. The Group Number ties
the new login group to the SAT User-Profile that was created earlier. The value for this is obtained
by adding the Access Mask Base (default value 1000) to the user profile number, e.g. use Group
Number 10018 for User Profile prof18.
Step 7 Click the Submit button. This will complete the login group creation.
2. Configure Login
The next step is to create a login account for PROGNOSIS VoIP Monitor to access the SAT.
Step 1 While still in the Avaya Maintenance Web pages, click on Administrator Accounts in the
navigation panel on the left side.
Step 2 Select the Add Login radio button then select SAT Access Only.
Step 3 Click the Submit button to open the Add Logins page.
Step 4 Complete the following details for the login being created:
Login name - Input the login name
Primary group - select 'users'
Additional groups - select the login group created in the 'Configure Login Group' procedure.
Select type of authentication - click on the Password option.
Enter password or key - Input the password.
Re-enter password or key - re-input the password.
Step 5 Click the Submit button. This will complete the login configuration.
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PROGNOSIS VoIP Monitor
NOTE: The following screen illustrations are based on Avaya version 5.1 and minor screen variations may
exist with other Avaya versions. However, the configuration settings should remain the same.
Page 20 of 64
Preparing the PBX
NOTE: Only one RTCP MONITOR SERVER can be configured per IP network region.
Step 3 Repeat Step 2 for all IP network regions that are required to be monitored.
Step 4 When finished press Esc+e to submit the changes. The RTCP changes will take effect immediately
for all calls, including those already in progress.
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PROGNOSIS VoIP Monitor
NOTE: The screen illustrations in this section are based on Avaya version 5.1 and minor screen variations
may exist with other Avaya versions. However, the configuration settings should remain the same.
Page 22 of 64
Preparing the PBX
NOTE: If the PBX has an S85xx or S87xx series Media Server, then ensure that a valid node name for the
CLAN board exists as well. If it has an S8300 series Media Server, then ensure that a valid node name for
the PROCR also exists.
Page 23 of 64
PROGNOSIS VoIP Monitor
Step 2 To define a primary CDR link, the following details should be completed:
Service Type: Set to 'CDR1'. If this Service Type already exists a secondary link can be defined, if
required, by setting the Service Type to 'CDR2'.
Local Node: clan1 - Add the node name for the CLAN (S85xx or S87xx series) or PROCR (S8300
series).
Local Port: 0 - The Local Port is fixed to 0 as Avaya Communication Manager will initiate the CDR
link.
Remote Node: prognosis - Add the node name for the PROGNOSIS VoIP Monitor server. This is
the node name as set in the IP NODE NAMES screen at Step 3 of the previous procedure, please
refer to Procedure to Add Node Names (page 23).
Remote Port: 50000 - The Remote Port may be set to a value between 5000 and 64500 inclusive.
The default port for the VoIP Monitor server is 50000 for AVAYA_PBX, 50002 for AVAYA_LEGACY,
or 50003 for AVAYA_DEFINITY.
Step 3 On page 3 of the IP SERVICES form, disable the Reliable Session Protocol (RSP) from the CDR link
by setting the Reliable Protocol field to 'n'.
Page 24 of 64
Preparing the PBX
Page 25 of 64
PROGNOSIS VoIP Monitor
Intra-switch CDRs
CDRs are usually only sent when calls are made through a Trunk. In the case of an 'Intraswitch" call (i.e. a call
that goes to another phone directly connected to the PBX) then a CDR will not be sent, unless Intraswitch CDR
has been enabled. Intraswitch CDRs are only available if enabled for specific extensions.
If the Intra-switch CDR field is set to y on Page 1 of the CDR SYSTEM PARAMETERS form, then the INTRA-
SWITCH CDR form will also need to be updated to define the extensions that will be subjected to call detail
recording.
Step 1 Execute the command:
change intra-switch-cdr
Step 2 In the Assigned Members field input the individual extensions whose usage will be tracked with the
CDR records.
Trunk Groups
For each trunk group that CDR records are required, verify that CDR reporting is enabled.
Step 1 Execute the command:
change trunk-group <n> (where <n> is the trunk group number)
Page 26 of 64
Installing VoIP Monitor
Page 27 of 64
PROGNOSIS VoIP Monitor
Installation Procedure
The following procedure provides the steps to install PROGNOSIS VoIP Monitor.
Procedure
Step 1 Log in to the machine where VoIP Monitor is to be installed as Administrator, or as a user with
administrative privileges.
Insert the installation CD into the CD-ROM drive or run the downloaded installation file.
NOTE: If you are running the Microsoft Windows XP operating system then Microsoft Management
Console 3.0 is required on this machine. If this software is not found a warning message will be
displayed and the VoIP Monitor installation will terminate. Please go to the Microsoft Web site and
download the Microsoft Management Console 3.0 application,
http://www.microsoft.com/downloads. Once MMC has been installed the VoIP Monitor installation
can be started again.
The InstallShield program will now run and the following Welcome dialog will be presented.
Page 28 of 64
Installing VoIP Monitor
To accept the license agreement click the check box. The Next button will become active and can
now be selected to continue with the installation.
NOTE: If you do not wish to accept the license agreement, click the Cancel button and the
installation will be aborted.
Page 29 of 64
PROGNOSIS VoIP Monitor
If the license key has not already been obtained it can be requested from this page by selecting the
Register button. Once your registration details have been accepted the licence key details will be
emailed back to you.
Once the license key text has been received it should be copied and then pasted into the above
dialog box. The Paste button can be used to add the copied license text.
Page 30 of 64
Installing VoIP Monitor
Check that the default path shown is where you wish VoIP Monitor to be installed. If it is not, select
the Browse button where an alternative folder path can be selected or a new folder name input.
Select the Next button to continue. If a new folder name has been input VoIP Monitor will now
create the new folder.
Page 31 of 64
PROGNOSIS VoIP Monitor
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Installing VoIP Monitor
The Cancel button will be active in case the installation needs to be aborted. Once the installation
is complete the Next button will become active and should be selected to complete the installation.
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PROGNOSIS VoIP Monitor
The next step will be to configure VoIP Monitor to obtain data from the Avaya environment. Select
the Finish button and the Configuration tool will automatically open. See the Configuring VoIP
Monitor section (page 36) for details.
Page 34 of 64
Configuring VoIP Monitor
Page 35 of 64
PROGNOSIS VoIP Monitor
Overview
Following the successful installation of PROGNOSIS VoIP Monitor, it will then be necessary to carry out certain
configuration procedures so that the software is aware of the devices that are to be monitored. This section
outlines the steps that are required to be followed in order to configure the devices for monitoring.
Once the initial VoIP Monitor installation is complete the Configuration tool will run automatically. This tool is a
small application that will prompt for a number of configuration inputs. The Configuration tool will then
automatically configure the VoIP Monitor installation.
After the initial configuration setup, the Configuration tool can be used at other times in order to change, add or
delete monitored devices, change access usernames/passwords, update license details and start or stop the
VoIP Monitor services.
The Configuration tool can be accessed at any time by a selection from the Windows operating system Start
menu.
Page 36 of 64
Configuring VoIP Monitor
Procedure
Step 1 After installation the Configuration tool will automatically open to the Avaya PBX page (page 46).
Step 2 On this page enter the following details:
a) PBX name, site name and IP address.
b) A read-only user name and password that VoIP Monitor will use to access the Avaya PBX.
The CDRs section is optional and can be used to set the format type, date format and local time
zone in VoIP Monitor to match those configured in the Avaya SAT.
Step 3 When finished click the Apply button. All fields on the page will appear 'grayed' out until the data
has been accepted. Once accepted the 'AVAYA' title in the navigation pane will change to your
nominated PBX name.
Step 4 If at this stage you wish to add any additional PBXs, go to the navigation panel and click on 'VoIP
Monitor'. This will open the VoIP Monitor page (page 43) where you need to click on the Add a
New PBX button which will create a new Avaya PBX page. Now in the navigation panel click on
'AVAYA' and complete the details the same as done in Step 2.
Step 5 Once the PBX details have been completed, click on 'PROGNOSIS Server' in the navigation panel.
This will open the PROGNOSIS Server page (page 38) which is used to enter the following details:
a) Company name
b) Email address and email server name or IP address which will be used to receive alert
notifications from VoIP Monitor.
Leave all other settings at default values.
Step 6 Click the Apply button, wait until the data has been accepted then close the Configuration tool.
This completes the initial configuration process. The other pages in the Configuration tool are described in the
following topics and are used to modify certain default QoS parameters, change CDR/RTCP ports, search for
product upgrades or install a new license key.
You can now open the PROGNOSIS VoIP Monitor Web Interface from the Start menu, login and commence
monitoring your Avaya PBX data.
Page 37 of 64
PROGNOSIS VoIP Monitor
Configuration Tool
PROGNOSIS Server
The PROGNOSIS Server configuration page is used to setup a number of basic parameters. It also provides
access to start, stop or restart the VoIP Monitor services.
Fields with a pink colored background indicate that the current value in the field is invalid.
This will prevent the configuration data from being applied.
Fields with an orange colored background indicate that the data in this field has been
modified but not yet applied.
NOTE: The 'Key' indicator, e.g. Key (A), which is shown in certain fields below, corresponds to a line in the
'Required Information' list of the Installation Guide. This is provided in order to assist in the completion of the
Configuration screens.
Details
Company
Input the company name.
Page 38 of 64
Configuring VoIP Monitor
Ports
Web Server
Input the port being used by the Tomcat Web server, the default port number is 80. Modifying the Web
server port will restart the VoIP Monitor services.
NOTE (1): Please ensure that all operators who are using the VoIP Monitor Web interface are advised of
the correct port number so that they have the correct URL, i.e. http://<ip-address>:<port>/prognosis.
NOTE (2): If the port number is changed it will be necessary to alter the properties of the PROGNOSIS
VoIP Monitor shortcut in the Start menu. Right click on the PROGNOSIS VoIP Monitor shortcut item to
open the Properties dialog and then in the Target field add the new port number. If the default value of 80
was accepted during installation then it may not be currently shown in the Target field, in this case add the
port number after the IP address, i.e. ...http://<ip-address>:<port>/prognosis/.
Services
This box indicates the current status of the VoIP Monitor server and the Tomcat Web Server.
The Start button will be enabled when either of these services is stopped. Clicking this button will start the
stopped services.
The Stop button will be enabled when either of these services is running. Clicking this button will stop the
running services.
The Restart button will be enabled when either of these services is running. Clicking this button will stop
any running services and then restart all services.
Buttons
The Help button will open a Help topic covering the functions of this specific configuration page.
The Apply button is used to save and apply any changes that have been made on all pages of the
Configuration tool. When this button is selected, the input text on the page will appear 'grayed out' until the
data has been accepted.
The Discard button will ignore any changes made on all pages of the Configuration tool and the input
data will revert to the data previously applied.
Page 39 of 64
PROGNOSIS VoIP Monitor
License
The initial license key details are added during the installation of PROGNOSIS VoIP Monitor. However, at a
later stage it may be necessary to update the License key, in which case the following configuration page is
used. This could be in the case of enabling new features or adding extra phones.
Details
Use the Go button to open the Registration page of the VoIP Monitor web site. Here you can register for a
license key which will then be emailed back to you.
License
Selecting the Change button will activate the License field. After license key details have been received,
the license key text should be copied from the email and pasted into this field. The Paste button can be
used to insert the license key text that has been copied from the email.
Buttons
Clicking on the Change button will activate the License input box where new license details can be added.
If the license details have been copied from an email then the Paste button can be used to insert the
license text.
The Help button will open a Help topic covering the functions of this specific configuration page.
Page 40 of 64
Configuring VoIP Monitor
The Apply button is used to save and apply any changes that have been made on all pages of the
Configuration tool. When this button is selected, the input text on the page will appear 'grayed out' until the
data has been accepted.
The Discard button will ignore any changes made on all pages of the Configuration tool and the input
data will revert to the data previously applied.
Page 41 of 64
PROGNOSIS VoIP Monitor
Update
The Update page is used to search for any new updates that are applicable for your PROGNOSIS VoIP
Monitor installation.
Select the Go button. This will open a web page that will display a list of any applicable updates.
Buttons
The Help button will open a Help topic covering the functions of this specific configuration page.
The Apply button is used to save and apply any changes that have been made on all pages of the
Configuration tool. When this button is selected, the input text on the page will appear 'grayed out' until the
data has been accepted.
The Discard button will ignore any changes made on all pages of the Configuration tool and the input
data will revert to the data previously applied.
Page 42 of 64
Configuring VoIP Monitor
VoIP Monitor
The VoIP Monitor page is used to add PBX data, set up the Quality of Service (QoS) metrics and to define the
ports to be used for CDR and RTCP monitoring.
Fields with a pink colored background indicate that the current value in the field is invalid.
This will prevent the configuration data from being applied.
Fields with an orange colored background indicate that the data in this field has been
modified but not yet applied.
NOTE: The 'Key' indicator, e.g. Key (A), which is shown in certain fields below, corresponds to a line in the
'Required Information' list of the Installation Guide. This is provided in order to assist in the completion of the
Configuration screens.
PBX
This field is used to add the details of each PBX that is to be monitored. Selecting the Add a new PBX
button will add a new AVAYA item to the Navigation Panel and open the Avaya PBX page (page 46) where
the necessary PBX details can be added.
Page 43 of 64
PROGNOSIS VoIP Monitor
Quality of Service
These are optional configuration settings that are used to setup the Quality of Service (QoS) levels. The
Mean Opinion Score (MOS), Latency, Packet Loss and Jitter settings are independent of each other and
are simply employed by VoIP Monitor to set the levels used in data Displays to categorize calls as Good,
Fair and Poor. These levels need only be changed if your QoS criteria are different to the default settings.
MOS
The MOS is an overall QoS rating which ranges from 1 to 5, the higher the MOS level the better the QoS.
The values specified in the configuration represent the worst (lowest) values for the rating category. The
default levels are: Good= 4.00, Fair = 3.60 and Poor=3.00.
Latency
Latency refers to the delay in packet delivery in milliseconds. Latency is half of the Round Trip Time (RTT).
The lower the Latency, the better the QoS. The configuration shows the worst (highest) values for the
rating category. The default levels in milliseconds (ms) are: Good=50, Fair=100 and Poor=150.
Packet Loss
Packet Loss is the percentage of packets lost in transmission. The lower the Packet loss, the better the
QoS. The configuration shows the worst (highest) values for the rating category. The default percentage
levels are: Good=1.00, Fair=5.00 and Poor=10.00.
Jitter
Jitter is the variation in time (milliseconds) between packets arriving caused by network congestions, timing
drift or route deviation. A Jitter buffer which temporarily stores arriving packets is often used in order to
minimize delay variations and Jitter will only affect the QoS once it becomes greater than the Jitter buffer.
The lower the Jitter, the better the QoS. The configuration shows the worst (highest) values for the rating
category. The default levels in milliseconds are: Good=20, Fair=30 and Poor=40
CDR Ports
Key (H)
These fields are used to set the ports used by VoIP Monitor to receive CDR data (this is the Remote Port
setting from the 'IP Services' screen of the Avaya PBX Configuration). These settings need only be
changed if ports other than the defaults are being used. The defaults are: PBX=50000, Legacy=50002 and
DEFINITY=50003.
RTCP
Key (G)
The Avaya IP telephony network is monitored by collecting Real-Time Control Protocol (RTCP) packets
that are sent by Avaya endpoints, such as IP phones and Media Gateways. These RTCP packets contain
data about the performance of sessions running between the endpoints including the Latency, Packet Loss
and Jitter measurements. This field is used to set the port used by the RTCP Monitor Server (as set in the
'IP-Options System-Parameters' screen of the Avaya PBX configuration). This setting needs only to be
changed if the port used is not the default port of 5005.
SAT Profile
These are performance profile settings that are used to set the level of monitoring to balance CPU load
with the frequency of monitoring. A higher level of monitoring implies more frequent polling and therefore
higher CPU utilization. The profile is specific to each PBX type.
PBX - i.e. Avaya Communication Manager version 3 and later,
LEGACY - i.e. Avaya Communication Manager versions 1 and 2, or
DEFINITY - i.e. Avaya DEFINITY G3 devices running R9 or later.
The profile options available are: Minimal, Low, Medium and High with Medium being the default profile.
Page 44 of 64
Configuring VoIP Monitor
Buttons
The Help button will open a Help topic covering the functions of this specific configuration page.
The Apply button is used to save and apply any changes that have been made on all pages of the
Configuration tool. When this button is selected, the input text on the page will appear 'grayed out' until the
data has been accepted.
The Discard button will ignore any changes made on all pages of the Configuration tool and the input
data will revert to the data previously applied.
Page 45 of 64
PROGNOSIS VoIP Monitor
Avaya PBX
The Avaya PBX page is used to add details for each PBX device that is to be monitored by PROGNOSIS VoIP
Monitor. Up to 10 PBXs can be monitored from a single VoIP Monitor installation.
Fields with a pink colored background indicate that the current value in the field is invalid.
This will prevent the configuration data from being applied.
Fields with an orange colored background indicate that the data in this field has been
modified but not yet applied.
NOTE: The 'Key' indicator, e.g. Key (A), which is shown in certain fields below, corresponds to a line in the
Check List of the Installation Guide. This is provided to assist in the completion of the Configuration screens.
PBX
Name - Key (A)
The user-defined name given to the device. No blank spaces are permitted in the Name, for example use,
North_Sydney.
NOTE: Once a PBX name has been added and applied it cannot be changed. The added PBX may be
removed and a new one added with the correct name, however, data collected to date for the old PBX
name will no longer be available.
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Configuring VoIP Monitor
Connectivity
IP Address - Key (D)
Input the IP address of the Avaya PBX.
User/Password - Key (E)
Input a username and password that VoIP Monitor will use to access the Avaya PBX.
Mode - Key (F)
The default PBX connectivity mode is SSH on port 5022. However, non-default connections can also be
accommodated. Select the PBX connection mode, either SSH (default) or Telnet and in the adjacent field
input the required port number.
Buttons
The Help button will open a Help topic covering the functions of this specific configuration page.
The Apply button is used to save and apply any changes that have been made on all pages of the
Configuration tool. When this button is selected, the input text on the page will appear 'grayed out' until the
data has been accepted.
The Discard button will ignore any changes made on all pages of the Configuration tool and the input
data will revert to the data previously applied.
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PROGNOSIS VoIP Monitor
FAQs
How to Start and Stop Services
The PROGNOSIS VoIP Monitor installation consists of two services, the VoIP Monitor server and the Tomcat
Web server. These services can be started, stopped or restarted through the Configuration tool.
Procedure
Step 1 From the Windows operating system Start menu open the Configuration tool.
All Programs > PROGNOSIS VoIP Monitor > Configure
The PROGNOSIS Server configuration page will open.
Step 2 At the bottom of the page in the Services section, the following buttons will be shown:
Start button - this will be enabled when either of the services are stopped. Clicking this button will
start the stopped services.
Stop button - this will be enabled when either of the services are running. Clicking this button will
stop the running services.
Restart button - this will be enabled when either of the services are running. Clicking this button
will stop the running services and then restart all services.
Page 48 of 64
Configuring VoIP Monitor
Procedure
Step 1 From the Windows operating system Start menu open the Configuration tool.
All Programs > PROGNOSIS VoIP Monitor > Configure
Step 2 From the Navigation panel click on the VoIP Monitor folder
Step 3 In the PBX field select the Add a new PBX button. This will add a new AVAYA item to the
Navigation Panel and open the 'Avaya PBX' configuration page.
Fields with a pink colored background indicate that the current value in the field is invalid.
This will prevent the configuration data from being applied.
Fields with an orange colored background indicate that the data in this field has been
modified but not yet applied.
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PROGNOSIS VoIP Monitor
NOTE: Once a PBX name has been added and applied it cannot be changed. The added PBX
may be removed and a new one added with the correct name, however, data collected to date for
the old PBX name will no longer be available.
Site
Input a site (location) name to associate with the device, e.g. 'London'. Only alphanumerics, space, -
and _ are permitted to be used in this field.
IP Address
Input the IP address of the device.
User/Password
Input a username and password that VoIP Monitor will use to access the Avaya System Access
Terminal (SAT).
Mode
The default PBX connections are secure (SSH) on port 5022. However, non-default connections
can also be accommodated. Select the PBX connection mode, either SSH (default) or Telnet and in
the adjacent field input the required port number.
Format
This field is optional and is used to define the CDR format type. Normally the PBX should be set to
'unformatted' and VoIP Monitor will use that format by default since it contains the most data fields
without any customization. However the following formats can also be handled by VoIP Monitor:
expanded
expanded-enhanced
unformatted
unformatted-enhanced
Date Format
Avaya PBXs send a date record upon connection to VoIP Monitor. The format of this date record is
set in Avaya through the 'CDR System Parameters' screen of the SAT. However, if the format set in
Avaya is not the default of 'month/day (mm-dd) then this should be changed on this field of the VoIP
Monitor configuration.
Time zone
This is the timezone that has been set for the PBX.
Step 5 When complete click the Apply button to save all configuration changes made in the current
session or click the Discard button to abandon all changes. To ignore only the new PBX click the
Cancel Add button.
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Configuring VoIP Monitor
Procedure
Step 1 From the Windows operating system Start menu open the Configuration tool.
All Programs > PROGNOSIS VoIP Monitor > Configure
Step 2 From the Navigation panel, under the VoIP Monitor folder, click on the required PBX name.
This will open the Avaya PBX page for the selected PBX.
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PROGNOSIS VoIP Monitor
Procedure
Step 1 Use your web browser and navigate directly to the following web address;
VoiceQuality.com/register
Alternatively a link is provided on the License page of the Configuration tool which can be accessed using the
following steps.
Step 1 From the Windows operating system Start menu open the Configuration tool.
All Programs > PROGNOSIS VoIP Monitor > Configure
Step 2 From the Navigation panel click on the License folder. This will open the License configuration
page.
Step 3 Click the Go button to open the Registration page of the web site.
Step 4 On the registration page complete the necessary information and submit the license request. The
license key details will be emailed to you.
Step 5 Once the license key details are received it will then be necessary to apply the license, to do this
refer to Applying a New License Key (page 53).
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Configuring VoIP Monitor
Procedure
Step 1 From the Windows operating system Start menu open the Configuration tool.
All Programs > PROGNOSIS VoIP Monitor > Configure
Step 2 From the Navigation panel click on the License folder. This will open the License configuration
page.
Step 3 Click on the Change button to activate the License input box where the new license details can be
added.
Step 4 If the license details have been copied from an email then click the Paste button to insert the
license text.
Step 5 When complete click the Apply button to save the changes or the Discard button to abandon the
new License details.
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PROGNOSIS VoIP Monitor
Procedure
Step 1 From the Windows operating system Start menu open the Configuration tool.
All Programs > PROGNOSIS VoIP Monitor > Configure
Step 2 From the Navigation panel click on the Update folder to open the Update configuration page.
Step 3 Click on the Go button. This will open a web page that will display a list of any applicable updates.
Step 4 Follow the instructions on the web page to download and install the update files.
Page 54 of 64
Configuring VoIP Monitor
Email Alerts
In the 'Server' field of the 'Alerts via email' section input an IP address or name of the SMTP server that will be
used to dispatch email alert messages, e.g. 192.168.10.88 or 'your-mailserver'.
In the 'From' field add a sender email address in the format <sendername>@<domainname>. This will be
shown in the 'From' field of the dispatched email alert messages.
In the 'To' field add the required destination email address to where the alert messages will be sent. Only one
'To' email address can be added.
Save the changes by selecting the Apply button.
Once the email address has been set up, when a Threshold Condition is triggered, an email similar to the
following will be automatically generated.
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PROGNOSIS VoIP Monitor
SNMP Alerts
In the 'Alerts via SNMP trap' section add the required destination IP address or name of the destination
machine, e.g. 192.168.10.89 or 'your-snmptrapreceiver'. If required, the port and community name can be
changed in the same section of the dialog box.
When finished save the changes by selecting the Apply button.
NOTE: Only one SNMP Trap address can be added to VoIP Monitor.
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Uninstalling VoIP Monitor
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PROGNOSIS VoIP Monitor
Uninstall Procedure
If necessary PROGNOSIS VoIP Monitor can be easily uninstalled through the Windows operating system
Control Panel by using the following procedure.
Procedure
Step 1 From the Windows operating system Start menu select Control Panel
Step 2 From the Control Panel window, double-click on Add or Remove Programs.
Step 3 Scroll down the displayed list of applications and click on PROGNOSIS VoIP Monitor.
Step 4 Click the Remove button. The setup program will start.
Step 5 The following confirmation dialog will be presented
Click the Yes button to confirm the removal of VoIP Monitor. Setup will shutdown VoIP Monitor and
proceed to remove all application files and data collected since the product was installed.
Step 6 A progress dialog will appear until the application has been completely removed.
Page 58 of 64
Technical Support
Page 59 of 64
PROGNOSIS VoIP Monitor
Technical Support
For support assistance, documentation, release notes, software updates, or for information about
PROGNOSIS products, licensing, and service, go to the PROGNOSIS VoIP Monitor website at:
VoiceQuality.com
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Index
A Intra-switch CDRs ............................................. 26
Introduction .........................................................5
Add ............................................................. 24, 49
IP CDR Service ................................................. 24
PBX ............................................................... 49
Procedure...................................................... 24 L
Add Node Names.............................................. 23 License.............................................................. 40
Procedure...................................................... 23 License Key ...................................................... 10
Apply................................................................. 53
N
New License Key........................................... 53
Avaya.................................................... 17, 18, 19 New License Key ........................................ 52, 53
Avaya PBX........................................................ 46 Apply ............................................................. 53
Obtain............................................................ 52
C
O
CDR System Parameters.................................. 25
Setting ........................................................... 25 Obtain ............................................................... 52
Check List ......................................................... 12 New License Key........................................... 52
Configuration............................. 38, 40, 42, 43, 46 Obtain Software Updates .................................. 54
Configuration Guide .......................................... 36 Overview ........................................................... 36
Configure CDR Monitoring ................................ 22 P
Configure RTCP Monitoring .............................. 20
PBX....................................................... 16, 49, 51
Configure SAT User Profile............................... 17
Add ................................................................ 49
Create Login Account ................................. 18, 19
Delete ............................................................ 51
D Preparing ....................................................... 16
Delete ............................................................... 51 Preparing .......................................................... 16
PBX ............................................................... 51 PBX ............................................................... 16
Prerequisites ..................................................... 11
I
Procedure ................................................... 23, 24
Initial Configuration Setup................................. 37 Add ................................................................ 24
Installation Procedure ....................................... 28 Add Node Names .......................................... 23
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PROGNOSIS VoIP Monitor
PROGNOSIS Server......................................... 38 T
S Technical Support ............................................. 60
Set Up Alerts..................................................... 55 Trunk Groups .................................................... 26
Setting............................................................... 25 U
CDR System Parameters .............................. 25
Uninstall Procedure........................................... 58
Start .................................................................. 48
Update .............................................................. 42
Stop Services.................................................... 48
Supported Platforms ........................................... 9 V
System Requirements......................................... 8 VoIP Monitor ..................................................... 43
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