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Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.x
Serviceability Best Practices Guide
©2011 Cisco Systems, Inc.
5
List of Tables
Table 1-1: Product Names ................................................................................................................................ 7
Table 2-1: CAD Services and Executables ....................................................................................................... 17
Table 3-1: CCCA MIB Base Objects ............................................................................................................... 39
Table 3-2: CCCA MIB Instance Table Objects ................................................................................................. 39
Table 3-3: CCCA MIB Component Table Objects ............................................................................................ 39
Table 3-4: CCCA MIB Component Element Table Objects ............................................................................... 40
Table 3-5: CCCA MIB Router Table Objects ................................................................................................... 41
Table 3-6: CCCA MIB NIC Table Objects ....................................................................................................... 42
Table 3-7: CCCA MIB Logger Table Objects .................................................................................................. 42
Table 3-8: CCCA MIB Distributor AW Table Objects ...................................................................................... 43
Table 3-9: CCCA MIB Peripheral Gateway Table Objects ................................................................................ 45
Table 3-10: CCCA MIB Peripheral Interface Manager Table Objects ................................................................. 46
Table 3-11: CCCA MIB CTI Gateway Table Objects ....................................................................................... 46
Table 3-12: CCCA MIB CTI OS Table Objects ................................................................................................ 48
Table 3-13: SNMP General Information Properties ........................................................................................... 54
Table 4-1: ICM/CC Notification Type Objects ................................................................................................. 58
Table 4-2: Example "Raise" Notification ......................................................................................................... 61
Table 4-3: Example "Clear" Notification.......................................................................................................... 61
Table 4-4: Example "Single-State Raise" Notification ....................................................................................... 63
Table 4-5: CSFS Heartbeat Notification ........................................................................................................... 64
Table 5-1: Cisco Log Message Fields .............................................................................................................. 66
Table 6-1: Unified ICM/CC Processes ............................................................................................................. 69
Table 7-1: Setting Unified CCM PIM Tracing .................................................................................................. 84
Table 7-2: Setting ARS Gateway Registry Tracing ........................................................................................... 84
Table 7-3: Setting ARS PIM Tracing ............................................................................................................... 84
Table 7-4: Setting JTAPI Gateway Tracing ...................................................................................................... 85
Table 7-5: Setting CTI Server Tracing ............................................................................................................. 85
Table 7-6: Setting CTI Server Tracing ............................................................................................................. 86
Table 7-7: Setting VRU PIM Tracing .............................................................................................................. 86
Table 8-1: Performance Counters - Health Monitoring ...................................................................................... 89
Table 8-2: Performance Counters - Diagnostics ................................................................................................ 91
Table 8-3: Diagnostic Counters - All Components ............................................................................................ 92
Table 8-4: Diagnostic Counters - Logger, AW, HDS ........................................................................................ 92
Table 8-5: Diagnostic Counters - SQL Server ................................................................................................... 93
Table 8-6: Diagnostic Counters - WebView ..................................................................................................... 93
Table 10-1: APPNAME and TAGS Used in DUMPLOG Trace Output ............................................................ 104
Table 12-1: SNMP Notifications ................................................................................................................... 110
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