Cisco ICM Enterprise Edition Administration Guide ICM Enterprise Edition Release 6.0(0) May, 2004 Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
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C O N T E N T S About This Guide ix Purpose ix Audience ix Organization x Conventions xi Other Publications xi Obtaining Documentation xi Cisco.
Contents Two Sides 2-5 Geographic Distribution 2-8 Role of the Synchronizers 2-9 Synchronization and State Transfer 2-11 CallRouter Recovery 2-11 Logger and Database Manager Recovery 2-12 Database Fault Tolerance 2-13 ICM Database Recovery 2-14 System Failure 2-14 Disk Failure 2-15 Software Failure 2-16 Network Interface Controllers 2-16 Peripheral Gateways 2-17 Real-Time Distributors 2-19 Historical Data Servers 2-20 Simplexed Operation 2-20 Fault Tolerance in Integrated Deployments 2-21 CHAPTER 3 The
Contents Configuration Management Service (CMS) 3-7 Temporary Database 3-8 Historical Data Server 3-8 Locks 3-9 CHAPTER 4 Database Administration 4-1 Overview 4-1 Retaining Historical Data 4-2 Database Administration Tool 4-3 Starting ICMDBA 4-4 Estimating the Size of a Database 4-5 Creating a Database 4-7 Deleting a Database 4-9 Expanding a Database 4-9 Recreating a Database 4-11 Viewing Database Properties 4-13 Viewing Table Properties 4-14 Importing/Exporting Data 4-14 Synchronizing Database Data 4-1
Contents CHAPTER 5 General Administration 5-1 Built-In Administration 5-2 Optional Administration 5-3 Checking Data Integrity in the Local Database 5-3 Viewing Logger Events 5-5 Database Networking Support 5-5 Performance Monitoring 5-5 ICM Router 5-6 ICM QoS PerfMon Objects and Counters 5-7 Registry Settings and Risks 5-8 Charting QoS Values 5-8 Backup and Restore 5-11 Database 5-12 Comparing Databases 5-13 Resynchronizing Databases 5-13 Synchronizing Databases from the Command Window 5-14 Synchronizing
Contents Event Log Settings 6-6 Viewing the Event Logs 6-6 Windows Logs and Event Types 6-7 Viewing Event Data from Other Systems 6-8 Per-Process Log Files 6-9 Naming Conventions 6-9 Sample File 6-15 Viewing Per-Process Log Files 6-15 CHAPTER 7 Support Facilities 7-1 The DDSN 7-1 Error Reporting 7-2 File Transfer 7-3 Support Processing 7-3 Serial Alarm Feed 7-3 Syslog Compatible Feed 7-5 SNMP Feed 7-6 Event Feed Process 7-8 ICM/SDDSN SNMP Extension Agent 7-8 Windows 2000 SNMP Agent Configuration 7-10 Ho
Contents Business Entities 8-4 Access Privilege Levels 8-5 ICM Partitioning Security 8-6 User Privileges 8-6 User Groups 8-6 Getting Started 8-7 Class and Object Security 8-7 Class and Object Security Overview 8-8 Class Security 8-9 Object Security 8-12 Installing and Configuring ICM Partitioning 8-28 Tips for Using and Installing Partitioning 8-28 Installing ICM Partitioning 8-29 ICM Security Tools 8-29 Defining User Groups 8-30 Defining Users 8-32 Defining Business Entities Security 8-35 Defining Class S
About This Guide Purpose This manual describes how to administer and manage Intelligent Contact Management (ICM) software. It includes information about database administration, event management, support services, and ICM software’s fault tolerant architecture.
About This Guide Organization Organization The manual is divided into the following chapters. Chapter Description Chapter 1, “Administration Overview” Describes aspects of the system that are of interest to the administrator. Chapter 2, “Fault Tolerance” Describes the main features of the ICM fault tolerant architecture, with special emphasis on how fault tolerance affects the administration of the system.
About This Guide Conventions Conventions This manual uses the following conventions. Format Example Boldface type is used for user entries, keys, buttons, and folder and submenu names. Choose Edit > Find from the ICM Configure menu bar. Italic type indicates one of the following: • A newly introduced term • For emphasis • A generic syntax item that you must replace with a specific value • A title of a publication An arrow (>) indicates an item from a pull-down menu.
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C H A P T E R 1 Administration Overview Because of its fault tolerant design, ICM software requires little ongoing administration. However, there are some aspects of the ICM system that you should understand: • Fault Tolerant Architecture. The fault tolerant architecture of the ICM system ensures continuous operation in the event of hardware or software failures. Certain system administration tasks may not be necessary depending on the level of fault tolerance present in your ICM system.
Chapter 1 Administration Overview • Event Management. You may want to become familiar with the ICM’s event management system. ICM software provides several tools for reviewing event data in the system. Event data can aid you in identifying potential system performance problems. • Support Facilities. ICM software includes several support provider and remote maintenance facilities.
C H A P T E R 2 Fault Tolerance Intelligent Contact Management (ICM) software is a fault tolerant call routing system that continues to operate without interruption in the case of hardware, software, or communications failures. The main goals of the ICM’s fault tolerant architecture are to: • Minimize time periods during which the system is non-responsive to call routing requests (for example, while the system is being reconfigured due to a component failure or recovery).
Chapter 2 Fault Tolerance Architecture Architecture The architecture of ICM software allows the system to continue to function if one component fails. This ability is called fault tolerance. To ensure that ICM software continues to operate in the case of a computer failure, all critical parts of the system can be physically duplicated. There can be two or more physical Network Interface Controllers (NICs), two physical Peripheral Gateways (PGs) at each call center, and two Central Controllers.
Chapter 2 Fault Tolerance Architecture primary or backup. Both process sets run in a synchronized fashion, processing duplicate input and producing duplicate output. Each synchronized system is an equal peer. Each set of peers is a synchronized process pair. In the event that one of the synchronized processes fails (for example, a CallRouter goes off-line), its peer continues to run. There is no loss of data and calls continue to be routed.
Chapter 2 Fault Tolerance Architecture Central Controller. The Central Controller Agent is a software process that manages communications between the Central Controller and nodes in the ICM system. At any one time, one of the two communications paths is active and the other is idle. All communication traffic between the Central Controller and the device is sent on the active path. If the active path fails for any reason, the second path is activated and all traffic is switched to the newly active path.
Chapter 2 Fault Tolerance Central Controller Central Controller The Central Controller includes the CallRouter, Logger, and the Database Manager. The CallRouter and Logger processes are typically on separate computers. However, in smaller call center configurations the CallRouter and Logger processes can be on the same computer. The Database Manager works very closely with the Logger. The Logger and Database Manager processes are always on the same computer.
Chapter 2 Fault Tolerance Central Controller Figure 2-2 Duplexed Central Controller Central Controller Side B Database Manager Database Manager Logger Logger Call Router Call Router Synchronizer Synchronizer Agent Agent 37157 Central Controller Side A During normal operation, the two sides run in parallel. For example, information about each incoming call is processed by both CallRouters.
Fault Tolerance Central Controller Figure 2-3 Central Controller Failure Scenarios 37349 Chapter 2 Each of these failures affects system functions differently: • Single Logger. If a single Logger goes off-line, ICM software runs without interruption. All call routing and reporting functions remain available. The CallRouters continue to operate as a synchronized pair. The remaining Logger runs simplexed. When the failed Logger returns to service, the Loggers return to synchronized execution.
Chapter 2 Fault Tolerance Central Controller however, because neither Logger is available, data in both databases slowly becomes out of date. Some reporting functions are not available until the nodes are returned to service and synchronized execution is restored. • Both Loggers. In a double Logger failure, call routing continues uninterrupted. All reporting functions are lost until at least one of the Loggers returns.
Chapter 2 Fault Tolerance Central Controller Role of the Synchronizers The Synchronizers play the key role in maintaining synchronized execution across the two sides of the Central Controller. All input for the CallRouter and any changes to the Logger must pass through the Synchronizers. Each time a Synchronizer receives input, it passes that input to its duplicate on the other side.
Chapter 2 Fault Tolerance Central Controller Figure 2-5 ICM Fault-Tolerant Architecture Central Controller Side A Side B DBM DBM Synchronized Zone Logger Logger CallRouter CallRouter Synchronizer Synchronizer Unsynchronized Zone Agent Agent PG1 PGn NIC1 NIC2 AW1 Active Path Idle Path 37345 AWn Each PG, NIC, and Admin Workstation has duplicate communication paths to the Central Controller.
Chapter 2 Fault Tolerance Central Controller (indicated by a dotted line). ICM software sends heartbeats (brief periodic messages) over the idle path to ensure that it can still be used in the event that the active path fails. Synchronization and State Transfer In synchronized execution, duplicated processes are always processing identical input and generating identical output. If one process fails, the other continues to operate without interrupting system operation.
Chapter 2 Fault Tolerance Central Controller of the Central Controller lose synchronization with the other side. The CallRouter, Logger, and Database Manager must all be resynchronized before normal duplexed operation can resume. For a single-customer ICM, the recovery process begins when the Node Manager notices the failure of a CallRouter process and automatically restarts it. Other processes are not impacted.
Chapter 2 Fault Tolerance Database Fault Tolerance Workstations, which switch their active communication paths to the on-line Logger. At this point, both CallRouters are in service, but only one Logger is available. For a single-customer ICM, when the Node Manager detects that the Logger has gone off-line, it initiates a shutdown and reboot of the machine. In an NSP environment, the Node Manager does not restart the machine. In this case, manual intervention is needed to restart the failed Logger.
Chapter 2 Fault Tolerance Database Fault Tolerance available). Therefore, when a CallRouter fails and restarts, at least one Logger and central database must be available so that the CallRouter can load the configuration data into memory. In addition to configuration data, Peripheral Gateways, NICs, and the CallRouter itself all produce historical data. The system components gather historical data and pass it to the CallRouter, which then delivers it to the Logger and the central database.
Chapter 2 Fault Tolerance Database Fault Tolerance After SQL Server automatic recovery is completed, the off-line Logger synchronizes its state with the state of the on-line Logger. After the state transfer process takes place, both members of the Logger pair can execute as a synchronized process pair. During the time that one database is off-line, configuration data may have been added to the contents of the on-line database.
Chapter 2 Fault Tolerance Network Interface Controllers • A backup tape taken from the on-line side of the Central Controller database. At the time of the state transfer, any missing configuration data will be restored. Historical data is restored by the Recovery process, which is run automatically each time the Node Manager process starts on the Logger, or by loading the data from a backup tape.
Chapter 2 Fault Tolerance Peripheral Gateways Figure 2-6 NIC Fault Tolerance Central Controller Side A ICRP, MCI, Nortel, or Sprint NIC Load Balanced Portion of Route Requests Central Controller Side B CallRouter CallRouter Synchronizer Synchronizer Agent Agent AT&T NIC A AT&T NIC B ICRP, MCI, Nortel, or Sprint NIC Load Balanced Portion of Route Requests Idle path A-Links Active path 37352 Line Sharing Unit In a duplexed environment, two NICs are on-line and handling routing requests s
Chapter 2 Fault Tolerance Peripheral Gateways Managers (PIMs) typically use the hot standby approach. Figure 2-7 shows how synchronization and hot standby are employed in a duplexed Peripheral Gateway (PG).
Chapter 2 Fault Tolerance Real-Time Distributors the same time. For example, in Figure 2-7 PIMs 1 and 2 are active on Side A; PIM 3 is active on Side B. The duplexed OPCs communicate with each other through the MDS to ensure that a PIM is active only on one side at a time. The duplexed PG architecture protects against a failure on one side of the PG. For example, if an adapter card controlling access to an ACD fails, a hot standby PIM can use the alternate PIM activation path.
Chapter 2 Fault Tolerance Historical Data Servers If the site has two Distributor AWs, Client AWs are configured to automatically switch to a secondary Distributor AW if the first distributor becomes non-functional for any reason. The secondary Distributor AW also maintains connections to the real-time server; however, these connections remain idle until needed. You specify whether to install Distributor or Client AWs through the ICM Setup tool.
Chapter 2 Fault Tolerance Fault Tolerance in Integrated Deployments Fault Tolerance in Integrated Deployments Some components in the ICM implement synchronized fault-tolerance, meaning that communication paths to redundant components are utilized simultaneously. This reduces the probability of message loss during transition periods to a very low rate.
Chapter 2 Fault Tolerance Fault Tolerance in Integrated Deployments Table 2-1 Integrated Deployment Failure Recovery (continued) Point of Failure Recovery Action State Lost Effect on Web State Recovered Caller An Agent CMS1 ICM software routes around this site to another agent site CTI blending and agent reporting at this site Current sessions None continue, unblended An Agent CTI Server MB connects to the other CTI Server side, if duplexed. Site routing disabled during transition.
C H A P T E R 3 The ICM Databases ICM software stores configuration information and call routing scripts in a central database that is part of the Central Controller. You cannot directly alter data in the central database. Instead, you work with a copy of the configuration and script data that resides in the local database of the Distributor AW.
Chapter 3 The ICM Databases Overview Overview Figure 3-1 shows the ICM databases and how changes made to the Distributor AW local data are automatically applied to the central database. The ICM Databases 37347 Figure 3-1 The Initialize Local Database tool copies data from the central database to the local database on the Distributor AW. This tool is used to update the local database on the Distributor AW when the AW is first installed.
Chapter 3 The ICM Databases Types of Data A Distributor AW that serves as an Historical Database Server (HDS) has a special database to store historical data it receives from the central database. Client AWs can then access historical data from the HDS rather than from the central database. See “Historical Data Server,” later in this chapter, for more information on the HDS option. In a network service provider (NSP) environment, a single machine might serve multiple customers.
Chapter 3 The ICM Databases Central Database Script data is also kept on both Loggers. Script data include all call routing and administrative scripts that ICM software uses in call routing (both current and previous versions). Historical and Real-time Data Historical data and Real-time data provide information about certain objects in the system such as service, skill groups, and routes. Real-time data provide current information on these objects.
Chapter 3 The ICM Databases Central Database • Skill group • Trunk group It also maintains five-minute summary data for Routing Clients and Scripts and half-hour data for Application Gateways and Network Trunk Groups. Although you can view these data in reports, you cannot modify them directly or indirectly. For specific information on the tables of the ICM databases, see the Cisco ICM Enterprise Edition Database Schema Handbook or the on-line ICM Schema Help.
Chapter 3 The ICM Databases Distributor AW Local Database Database Updates and Changes Each Distributor AW has a copy of the central database configuration data and scripts in its local database. All AWs use the Distributor AW’s local database copy to make changes to configuration and script data. When you change the ICM configuration by using the Configuration Manager, or you create scripts with the Script Editor, you are actually modifying the data in the Distributor AW’s local database.
Chapter 3 The ICM Databases Configuration Management Service (CMS) Real-Time Data The real-time client process on the Distributor AW keeps the real-time data in the local database up-to-date. It receives real-time data from the real-time server approximately every ten seconds. Old real-time data is constantly overwritten by new real-time data. For information on how real-time data is delivered, see Chapter 2, “Fault Tolerance.
Chapter 3 The ICM Databases Temporary Database Figure 3-2 CMS Integrated Architecture CEM or CCS Server ICM Distributor ICM Central Controller Distributor DB CEM or CCS CMS Client Library Message Bus CMS Server Process CCAPI ICM Central Controller There may be multiple CMS services in a global ICM system, just as there may be multiple Distributors in an ICM system. Note See the Cisco Collaboration Server Administration Guide for information about Cisco Collaboration Server databases.
Chapter 3 The ICM Databases Locks One Distributor AW at each admin site is an HDS machine. The Central Controller forwards historical records to the HDS machine for storage in a special local database. Other Admin Workstations at the local site can retrieve historical data from the HDS machine without having to access the central site (see Figure 3-3).
Chapter 3 The ICM Databases Locks values differ, this means that another administrator has changed the data in the interim. The Logger rejects the change, and the administrator is notified to refresh the data view and try again. ICM software also provides the Master lock, solely for compatibility with previous ICM releases. The Master lock provides exclusive access to all configuration data and scripts. If a user holds the Master lock, no one can acquire any other locks.
C H A P T E R 4 Database Administration When you install a new Logger, you must create its central database. When you create a database, you must specify the size of its data or log file (or files). The data file (or files) size should be sufficient for all the data you expect the database to hold. The size of the central database depends on the size of your call center enterprise, your expected call load, and your specific data retention requirements.
Chapter 4 Database Administration Retaining Historical Data real-time database. If you do need to resize the Distributor AW database, you can do so using the ICM Database Administration (ICMDBA) tool. The procedures for using the ICMDBA tool are described later in this chapter. The data in the central database and HDS database grow as they accumulate historical data and call detail records.
Chapter 4 Database Administration Database Administration Tool Table 4-1 Historical Tables Historical Tables Default Retention Time Application_Event, Config_Message_Log, Event 14 days Logger_Admin, Recovery 30 days All other historical tables 14 days in Logger, 1095 days in HDS Database Administration Tool The ICMDBA tool (icmdba.exe) is included with the ICM software and is located in the \icm\bin directory.
Chapter 4 Database Administration Database Administration Tool Starting ICMDBA Start the ICMDBA by entering the following command in the Windows Run dialog box or command window: ICMDBA The ICMDBA main window appears. The main window is a tree hierarchy displaying the ICM database servers in the current domain. Note If you cannot find the server you want in the main window, you can select any computer on your local network by choosing File > Add Computer from the menu bar.
Chapter 4 Database Administration Database Administration Tool You can expand the sever by clicking on the plus sign (+) next to its name. This displays the ICM instances that have databases on the server. Expanding the ICM instance displays a specific ICM node or nodes (Distributor and Logger) on machines that have databases for that instance. Expanding the node displays the databases associated with the node. Expanding the node database displays a list of the individual tables in the node database.
Chapter 4 Database Administration Database Administration Tool Step 3 Use this window to estimate the size of the database. Use the tabbed sections of the window to configure ICM settings that control the amount of time that data is retained in the database. Use the Save button to save the estimate to a file, or the Open button to open a previously saved estimate file. Enter the following information to estimate the size of the database: Configuration.
Chapter 4 Database Administration Database Administration Tool • Click on the Call and Event Data tab to configure call and event data. • Click on the Half Hour tab to configure half hour data. • Click on the Five Minute tab to configure five minute data. • Click on the Outbound Option (Blended Agent) tab to configure the Outbound Option data, if you are using Outbound Option. • Click on the Advanced tab to configure the Overhead Factor, Average Events Per Day, and Variable Percent Used.
Chapter 4 Database Administration Database Administration Tool Step 3 Enter the following information for the database: Database Type. Specify the type of database: HDS (Historical Data Server) for distributor machines, AW for an Admin Workstation local database. For a Logger device, the default database type displays. ICM Type. Specify this as a Standard system. Region. Specify regional information where applicable. Partitions.
Chapter 4 Database Administration Database Administration Tool When finished adding the file, click the OK button to return to the Create Database screen. Step 5 When you have completed entering information in the Create Database window, click the Create button to close the window and create the database. Deleting a Database Use the Delete function to delete a Distributor or Logger database.
Chapter 4 Database Administration Database Administration Tool To expand database storage on a storage device: Step 1 For the server, instance, and node (Distributor or Logger), select the database that you want to expand. Step 2 Choose Database > Expand from the menu bar (or click the right mouse button and choose Expand). Step 3 The Expand Database screen displays. Use the screen to adjust the size allocation on the database's storage device, by completing the following fields: Component.
Chapter 4 Database Administration Database Administration Tool Recreating a Database Use this function to recreate a database. The procedure for recreating a database is the same as when you create a database. Note When you recreate a database, the information currently stored in the database is deleted. To recreate a database: Step 1 For the server, instance, and node (Distributor or Logger), select the database that you want to recreate. Step 2 Choose Database > Recreate from the menu.
Chapter 4 Database Administration Database Administration Tool Step 3 Enter the database information. Refer to the Creating a Database section of this document for a description of the fields. Step 4 Click the Create button to continue. A message displays asking if you are sure you want to recreate the database. Click Yes to continue the operation. Step 5 The next Recreate Database window displays. Click the Start button to recreate the database.
Chapter 4 Database Administration Database Administration Tool Viewing Database Properties The ICMDBA tool allows you to view the properties of specified databases. To view the properties of a database: Step 1 For the server, instance, and node (Distributor or Logger), select the database that you want to view. Step 2 Choose Database > Properties from the menu bar (or click the right mouse button and choose Properties). The Properties window displays.
Chapter 4 Database Administration Database Administration Tool Step 3 • The database configuration • The size of the data and log files • The size and percentage full of the combined files When you are finished viewing the database properties, click the Close button to exit the screen. Viewing Table Properties ICMDBA also allows you to view the properties of each table in the database. To view the properties of a table: Step 1 Select and expand the database to display the tables of a database.
Chapter 4 Database Administration Database Administration Tool Step 3 Using the pull-down menu, specify the type of data that you want to import/export. Select either configuration or real-time data for Admin Workstation databases, or configuration or historical for Logger databases. Step 4 Check the Lockout Changes box if you want to ensure that changes cannot be made to the database during the import or export operation.
Chapter 4 Database Administration Database Administration Tool Synchronizing Database Data Use the Synchronize function to synchronize the data of two Logger databases. Note Whenever an ICM database is restored from a previous backup or the Logger databases are synchronized using ICM config tools, the Verify Sync utility must be run on all connected Cisco E-Mail Manager (EM) and Cisco Collaboration Server (CS) instances prior to performing any configuration via any of the EM or CS instances.
Chapter 4 Database Administration Database Administration Tool Step 5 Select the server name and database for both source and target from the drop down lists. To select a server that is not on the drop down list, click the Add button and enter the server name in the Add Server box. Step 6 Click the Synchronize button. Step 7 A message box appears asking for confirmation. Click OK to continue. Step 8 The next Synchronize window displays. Click the Start button to import/export the data.
Chapter 4 Database Administration Database Administration Tool Step 2 Use this window to modify the following SQL Server parameters: User Connections. Indicate the maximum number of users that may connect to SQL Server at one time. Locks. Indicate the maximum number of available locks. Open Objects. Indicate the maximum number of available open objects. Note User Connections, Locks, and Open Objects are “dynamically allocated” by SQL Server.
Chapter 4 Database Administration Historical Data Server Note Open Databases is not available in SQL 7.0 or SQL 2000. Memory. Indicates the amount of memory (in megabytes) allocated to SQL Server processing. Note Memory can be configured to be a specific value instead of the SQL Server default of “Dynamic”. Specifying a value of 0 can set the Memory setting to “Dynamic”. Recovery Interval. This setting controls checkpoint frequency. Max Async ID.
Chapter 4 Database Administration When a Database Nears Capacity Step 2 Note Create the HDS database on the machine. For information about running Setup for an Admin Workstation, see the Cisco ICM Enterprise Edition Installation Guide. Use the ICMDBA tool to determine the size of the database and to create the database. (See “Estimating the Size of a Database” and “Creating a Database” earlier in this chapter.
Chapter 4 Database Administration Monitoring the Database Size Monitoring the Database Size You should regularly monitor the space used by the central database and transaction logs. You can monitor database size by viewing the Logger’s per-process log files. The per-process log files contain specific information on Logger and database activity. The following example shows a per-process event log file for a side A Logger.
Chapter 4 Database Administration Allocating Additional Space Allocating Additional Space If the central database is growing too large, you might have to allocate additional space. Your ICM support provider may have options for allocating more space, including: • Remotely adding database space (if current disk space allows). • Installing “hot-plugable” disk drives and configuring the disks while the system is running.
Chapter 4 Database Administration Troubleshooting Troubleshooting Problem: Viewing historical data from an AW database does not return the expected data. Possible Causes: 1. The AW distributor was installed with the HDS option enabled, and the HDS database was then created. This ends up creating historical data views without including the HDS database name. 2. The Logger is partitioned and the AW is not partitioned, or vice versa. Possible Solutions: 1. In the first case: Delete the AW database.
Chapter 4 Database Administration Troubleshooting • If this database option is missing on the Logger database: Recreate the database using the "sp_db option" in order to add the "Select into/bulkcopy" option. Cisco ICM Enterprise Edition Administrator Guide Release 6.
5 C H A P T E R General Administration Because Intelligent Contact Management is a mission-critical application that runs 24 hours a day, ICM software takes care of many routine administration tasks automatically. In general, the ICM software retains control of most of the database administration functions in order to keep external interference to a minimum. This chapter describes the data integrity checks that ICM software performs on configuration data.
Chapter 5 General Administration Built-In Administration Built-In Administration ICM software maintains a database on each side of the Central Controller and a local database on each Distributor Admin Workstation. Each database consists of a group of interrelated tables. As you add or update data in the database, you must ensure that logical relationships are maintained. For example, if you delete a trunk group, you must not leave trunks in the database that reference that trunk group.
Chapter 5 General Administration Optional Administration Optional Administration You can perform optional administration functions for ICM software such as manually checking data integrity in the local database, monitoring central database space, and viewing a Logger’s event logs. These tasks are not required, but you may find them useful in situations when you need to check the system immediately.
Chapter 5 General Administration Optional Administration Step 3 Choose specific checks to execute, or choose All to perform all the checks. Step 4 Click the Start button to perform the checks. If any integrity problems are found, Configuration Manager displays a message describing the problems. Step 5 When you have performed all the checks you want, click the Done button to dismiss the Integrity Check dialog box. The specific data integrity check procedures are listed in Table 5-1.
Chapter 5 General Administration Performance Monitoring For more information on the specific fields checked by these procedures, see the on-line help for the Configuration Manager tool. Viewing Logger Events You can view recent Logger activity by viewing the Logger’s per-process log files. Per-process log files document events for the specific processes running on a computer. These files are useful in diagnosing problems with processes on the Logger (and on other nodes in the ICM system).
Chapter 5 General Administration Performance Monitoring The Performance Monitor utility is a standard Windows administrative tool. It graphically tracks one or more variables that you select. You can track variables related to the processor, memory, or various processes and services running on a machine. You can monitor the local machine or choose a remote machine to monitor. Start the Performance Monitor by choosing Programs > Administrative Tools > Performance from the Windows Start menu.
Chapter 5 General Administration Performance Monitoring ICM QoS PerfMon Objects and Counters The following is an example Performance Monitor Add ICM QoS Counter window on a router machine. The following is an example Performance Monitor Add ICM QoS Counter window on a PG machine. In both windows there is a single performance object, Cisco ICM QoS, which contains all ICM QoS performance counters defined. Copies of the same objects are differentiated in the Instance list.
Chapter 5 General Administration Performance Monitoring Router, PG instances are visible in the Instance list of the Router's Add Counter window. Notice that the Instance list includes a pseudo-instance called _Total. If _Total is selected, each selected counter will contain the sum of the values for all the instances. Registry Settings and Risks There are overheads in maintaining ICM QoS counters.
Chapter 5 General Administration Performance Monitoring 6. Table 5-2 Click the Add button to add the instances and values that you selected to the current chart. Cisco ICM QoS Counters Counter Description High BytesSent/sec The number of bytes per second sent to the other side over high priority connection. High MsgsSent/sec The number of messages per second sent to the other side over high priority connection.
Chapter 5 General Administration Performance Monitoring Table 5-2 Cisco ICM QoS Counters (continued) Counter Description Med MsgsSent/sec The number of messages sent to the other side over medium priority connection. Med BytesRcvd/sec The number of bytes received from the other side over medium priority connection. Med MsgsRcvd/sec The number of messages received from the other side over medium priority connection.
Chapter 5 General Administration Backup and Restore Table 5-2 Cisco ICM QoS Counters (continued) Counter Description Low MsgsRcvd/sec The number of messages received from the other side over low priority connection. Low LocalRttMean The mean round trip time in milliseconds of low priority messages as measured by local node. Low LocalRttStdDev The standard deviation of round trip time of low priority messages as measured by local node.
Chapter 5 General Administration Backup and Restore Because you cannot protect against all these conditions, you must have a backup strategy in place. This is especially important if you have a simplexed central database configuration. However, even for a duplexed system, you still need to perform backups to protect against software problems that corrupt both sides of the system.
Chapter 5 General Administration Comparing Databases For general information about developing a backup strategy, including the use of mirrored disks, see Microsoft’s SQL Server System Administrator’s Guide. For specific information about backing up a database using SQL Administrator, see Microsoft’s SQL Administrator User’s Guide. Comparing Databases For diagnostic purposes, you might want to check that two databases have the same data in a specific table.
Chapter 5 General Administration Resynchronizing Databases Synchronizing Databases from the Command Window The following directions explain how to perform this copy from side A to side B for a customer named CustX. To copy CustX database from Side A to Side B: Step 1 Stop the Side B Logger, if it is running. Step 2 In a DOS Command window on the Side B Logger, change to the \icm directory.
Chapter 5 General Administration ICM Time Synchronization Step 3 Enter the server name and database for both source and target and click the Synchronize button. ICM Time Synchronization This section describes the components that are involved in to keeping the time-of-day clocks synchronized across all machines that comprise an ICM system. MDS The Message Delivery Service (MDS) Synchronizer attempts to keep the system clocks of both sides of a duplexed system synchronized.
Chapter 5 General Administration ICM Time Synchronization The disabled Synchronizer receives time messages from the enabled Synchronizer every half second, and periodically compares the received time to the system time. In the event of a discrepancy greater than 100 milliseconds, the disabled Synchronizer uses system calls to run the system clock 10% faster or slower (as needed) until the discrepancy falls within tolerance.
Chapter 5 General Administration ICM Time Synchronization In addition, the Router can optionally be configured via the Registry to designate one peripheral (usually an ACD) as a reference time source. When the Router receives a time update from the named peripheral, it invokes the MDS “Set System Time” API to set the Router time. This effectively synchronizes the Routers and all controllers to the reference time provided by the ACD.
Chapter 5 ICM Time Synchronization Cisco ICM Enterprise Edition Administrator Guide Release 6.
C H A P T E R 6 Event Management Intelligent Contact Management software tracks events for processes and applications running in the system. An event is any significant occurrence within the ICM system that you might want to know about. Events are recorded on a local and system-wide basis to aid you in maintaining the ICM system. This chapter provides an overview of event logging and management in the ICM system. It also describes how to use the ICM’s event viewing tool.
Chapter 6 Event Management Overview • CallRouters • Loggers These ICM components are critical to the effective routing of calls in the ICM system. As a system administrator, you need to be informed almost immediately when significant events occur on these components. Admin Workstations also log EMS events, but only to the Application event log. This is because Admin Workstations are not as critical to call routing as the other components of ICM software. Figure 6-1 summarizes how EMS logs events.
Chapter 6 Event Management Overview As show in Figure 6-1, event logging in the ICM system involves central and remote system components. The Event Management System (EMS) enables ICM components and the processes that run on them to report events back to the Central Controller. The Central Controller then forwards the events to the Logger for storage in the central database. Events are also forwarded to the HDS database on the Distributor AW.
Chapter 6 Event Management Overview Event Data Storage Table 6-2 summarizes the types of events stored in different locations. Table 6-2 Event Logging Locations Location Events Viewer Windows event logs Event data from the local computer. Windows Event Viewer This event data includes EMS Warning and Error events that were generated by ICM processes on the computer. ICM per-process log files (.ems) All EMS events and trace messages ICM Dumplog utility logged by processes on the individual computer.
Chapter 6 Event Management Windows Event Logs You can use the following tools to view event data: • Windows Event Viewer. This tool is part of Windows. Use the Windows Event Viewer to manage event logs for Windows systems. • Dumplog.exe utility. This is a utility for displaying per-process log files at individual ICM computers. You can view the log files on the screen or export them to text files. • Notepad or WordPad.
Chapter 6 Event Management Windows Event Logs Event Log Settings ICM software requires the Event Log settings shown in Table 6-3. Table 6-3 Event Log Settings Log Size Wrapping Application 1024K Overwrite as Needed System 1024K Overwrite Events Older than 7 days Security 1024K Overwrite Events Older than 7 days These values ensure that none of the logs become full. The 1024K setting ensures that large log files can be accommodated in any of the logs.
Chapter 6 Event Management Windows Event Logs You can change to different logs (for example, the Application, System, or Security logs) by choosing Options from the Log menu. Windows Logs and Event Types You can choose between three different logs, depending on the type of event data you want to view. You can view these log files for any Windows computer. The Application log is typically the most useful log since it contains ICM-related events. • Application log.
Chapter 6 Event Management Windows Event Logs • Security log. Records security events. This log keeps track of changes to system security. For example, attempts to log on might be recorded in the security log. The event types in the Windows Event Viewer (Error, Warning, and Informational) have similar meanings to those listed earlier in Table 6-1. The Event Viewer provides two additional event types related to system security: • Success Audit. Audited security access attempts that were successful.
Chapter 6 Event Management Per-Process Log Files Per-Process Log Files The per-process EMS log files are stored in the ICM component \logfiles directory on the local computer as well as forwarded to the central database. For example, per-process log files on Admin Workstations are stored in the aw\logfiles directory. EMS log files have the suffix .ems. The \logfiles directory also contains the command log file purgeold.log. Unlike the per-process log files, you can view purgeold.
Chapter 6 Event Management Per-Process Log Files Table 6-4 Process Prefixes and Descriptions Prefix Process Description acdsim ACDSIM An ICM software process AW, Logger, that simulates the functions CallRouter, PG of an ACD. Used for testing purposes. agi APPGW The Application Gateway CallRouter process, which allows ICM software to interact with external host applications. ccag CCAGENT CallRouter Central Controller DMP Agent.
Chapter 6 Event Management Per-Process Log Files Table 6-4 Process Prefixes and Descriptions (continued) Prefix Process Description Node(s) dba DBAGENT Central Controller Database Agent. Communications process that validates access to the central database. CallRouter dbw DBWORKER CallRouter Host Database Lookup. Process that queries external databases and uses that data in call routing. dcserver DCSERVER Admin Rockwell Demand Workstation Command Server.
Chapter 6 Event Management Per-Process Log Files Table 6-4 Process Prefixes and Descriptions (continued) Prefix Process Description Node(s) hsltomei HSLtoMEI Northern Telecom High-Speed Link and Meridian Event Interface diagnostic tool. PG mci MCI NIC for ICM communication with the MCI signaling network. CallRouter mds MDS Message Delivery Service. CallRouter, PG Process that provides reliable message delivery between ICM processes. nm NODEMAN Node Manager.
Chapter 6 Event Management Per-Process Log Files Table 6-4 Process Prefixes and Descriptions (continued) Prefix Process Description Node(s) opc OPC PG Open Peripheral Controller. Interface between the PIM and the CallRouter. Supplies the CallRouter with uniform message sets from different PG types. pgag PGAGENT Peripheral Gateway DMP PG Agent. The Device Management Protocol Agent that manages session layer communications between the PG and CallRouter. pim1, pim2, pim3, etc.
Chapter 6 Event Management Per-Process Log Files Table 6-4 Process Prefixes and Descriptions (continued) Prefix Process Description rtd RTDIST Distributor AW Real Time Feed Distributor. A Distributor AW process that distributes real-time data to client-only Admin Workstations. rtr ROUTER CallRouter. Process that receives call routing requests, determines call destinations, and collects information about the entire system. CallRouter rts RTSERVER Real Time Server.
Chapter 6 Event Management Per-Process Log Files Sample File The EMS creates a new log file each time a process initializes. This means that messages documenting the end of a process can always be found at the end of a log file; messages documenting the initialization of a process can always be found at the beginning of the log file. The following is an example of a typical per-process log file: Viewing Per-Process Log Files You can view per-process log files by using the dumplog.exe command.
Chapter 6 Event Management Per-Process Log Files You have several options for viewing log files. The most common option is to display the most recent events for a process on the screen. To display today’s events on the screen, type: dumplog rtr This command displays all of today’s CallRouter (rtr) events. You can specify any process prefix. You can build on this basic dumplog command by adding date and time arguments.
Chapter 6 Event Management Per-Process Log Files Table 6-5 Dumplog Parameters (continued) Parameter Description /if InputFile Specifies a specific .ems file to dump. The /if token is optional. If you specify an input file, the /bd, /bt, /ed, /et, /hr, and /all arguments are ignored. /o Writes output to a text file in the \logfiles directory. The filename is formed by adding the .txt suffix to the specified process prefix or input file name (without the .ems suffix).
Chapter 6 Event Management Per-Process Log Files Table 6-5 Dumplog Parameters (continued) Parameter Description /m MatchString Displays only events that contain a match for the specified string. /x ExcludeString Displays only events that do not contain a match for the specified string. [/ms] Displays milliseconds in time stamps. [/mc] Use multiple colors when dumping merged logs. Each process is given a different color. You must specify either a ProcessPrefix or an InputFile.
C H A P T E R 7 Support Facilities The ICM’s Logger collects events and messages from all components of the system. The Logger can pass this information to a process called the Listener, which can reside at your ICM support provider’s facility. Depending on the installation, the Logger may connect to the Listener via a dial-up connection or via a normal network connection.
Chapter 7 Support Facilities Error Reporting Figure 7-1 DDSN Overview ICM Central Controller Local and Remote PGs and NICs Call Router Logger Customer Support Forwarding Service (CSFS) EMS Event Data Real-Time Event Feed DDSN Transfer Process (DTP) Serial Feed SNMP Feed Remote Access Service (RAS) Dialup or Direct Network Connection Admin Workstation 37153 Support Listener Send Home Messages The DDSN Transfer Process (DTP) keeps EMS events in memory until delivering them to the Listener.
Chapter 7 Support Facilities File Transfer • DDSN Transfer Process (DTP). Transfers the events and export files to the machine running the Listener. It uses either a dial-up connection and the Remote Access Service (RAS) or a direct network connection. The Listener stores the events in a customer-specific directory on its machine. ICM software sends two types of data to the Listener: • Event information generated by any process within ICM software.
Chapter 7 Support Facilities Serial Alarm Feed process receives events and sends alarms in ASCII format to a communications port on the Logger. Once the SERIALFD process is started, alarm messages are sent to the communications port as they occur. The Serial Alarm Feed consists of a series of alarm messages that are sent out over a 9600 baud serial connection. The Alarm Messages are formatted as shown in Table 7-1.
Chapter 7 Support Facilities Syslog Compatible Feed You typically see alarms from the following sources: • Nodes • Processes • Connections • Peripherals • Sessions/Links Since the Serial Alarm Feed is an alarm process, only events that have triggered a state change in an object are forwarded to the communications port. All other events are discarded. For example, if a process stops, an alarm is generated and forwarded to the communications port.
Chapter 7 Support Facilities SNMP Feed Figure 7-2 CiscoWorks 2000 Syslog Display for ICM SNMP Feed The Simple Network Management Protocol (SNMP) feed is an optional ICM feature that allows you to receive an event feed through an SNMP-compliant interface (TCP/IP). The ICM SNMP Extension Agent takes advantage of the Customer Support Forwarding Service (CSFS) event feed. The SNMP Extension Agent is an ICM-supplied Dynamic Link Library (DLL) that is installed on Loggers.
Chapter 7 Support Facilities SNMP Feed You can find information about specific traps in the ICM Alarm MIB. The SNMP Extension Agent relies on the Windows SNMP service. The service must be configured to send traps to the appropriate Network Management Stations (NMS). Note SNMP is always installed on Windows 2000 systems. Use the Network option in the Windows Control Panel to configure the SNMP service.
Chapter 7 Support Facilities SNMP Feed Event Feed Process Alarms are derived from the event message stream continually being generated by the various Cisco processes throughout the system. These processes report events of interest to the central database or SDDSN as they occur. Just before being placed in the central database, the event stream is intercepted by a process (CSFS) that watches for events of significant interest which should be treated as alarms.
Chapter 7 Support Facilities SNMP Feed that object. The SNMP Extension Agent allows customers with an SNMP based Network Management Station (NMS) such as Cisco Works 2000, HP OpenView, CA Unicenter TNG, Tivoli Enterprise, or Aprisma Spectrum to receive SNMP traps mapped to key EMS events. Note In order to correctly interpret the Cisco generated trap messages, the ICM SNMP MIB (ALARMEX.MIB) must be loaded into the NMS.
Chapter 7 Support Facilities SNMP Feed Note Beginning with ICM 6.0, the legacy SNMP agent that came with ICM 4.x software is no longer supported. Check the Enable suppression option to suppress repeat events. This feature works exactly as does the suppression option for CSFS / DTP. It suppresses repeat events based on the configuration of the “phone home” component. Note Use DTP suppression for SNMP alarms. This matches the suppression configured for phone home, if enabled.
Chapter 7 Support Facilities SNMP Feed Step 1 Open the Windows 2000 Control Panel. Step 2 Select the Administrative Tools sub-directory and click on the Services icon. Step 3 Right click on SNMP Service and select Properties from the list. The SNMP properties screen displays: Step 4 Click on the Traps tab. Enter “public” in the community name field and click the Add button. Note “Public” is used here as an example.
Chapter 7 Support Facilities SNMP Feed The SNMP Service should be configured for “automatic” startup to allow it to run automatically after each system reboot. This should be checked once the ICM Extension Agent has been installed and configured through ICM Setup. Note Refer to the Microsoft support website for information about SNMP updates. How to use the MIB The following table contains a MIB excerpt that describes the required fields that are supported by each trap event.
Chapter 7 Support Facilities SNMP Feed Table 7-2 Required MIB Fields (continued) Field Type Description messageId DisplayString (SIZE(1..12)) The EMS MessageId value in hexadecimal format. The trap number is derived from the 7 least significant hex digits. They are then converted to decimal to create the trap number. originatingNode DisplayString (SIZE(1..
Chapter 7 Support Facilities SNMP Feed Table 7-2 Required MIB Fields (continued) Field Type Description severity INTEGER The severity of this alarm.
Chapter 7 Support Facilities SNMP Feed The following MIB excerpt describes the optional fields that are supported by each trap event. There can be up to 5 entries of this type. Table 7-3 Optional MIB Fields Field Type Description substitutionArg DisplayString (SIZE(1..256)) Substitution parameters used to create the full text description. Up to 5 parameters. These are known as EMS arguments 1..5 This would correspond to the %n arguments where n is 1 to 5.
Chapter 7 Support Facilities SNMP Feed -- connectivity would allow for -- connection." --- SUBSTITUTION STRING -- "Session for GATEWAY[%1] Connect -- FAILED to GATEWAY on Port %2 -- using Address %3." --- OID VARIABLES (used to create objectIdentifier) -- { 4 7 12 } -::= 21823511 -- 0x14D0017 Each entry indicates the state as a comment, for example, " – Raise ". The event Message ID is also supplied as a comment, for example, " – 0xE14D0017 ".
Chapter 7 Support Facilities Cisco Support Tools Cisco Support Tools The Support Tools suite includes the full set of standard diagnostic tools delivered with earlier ICM versions. It also provides key new functionality including: • The ability to interrogate individual Support Tools nodes for their hardware/OS, Cisco component, and third party product information. • The ability to view, stop, and start services running on Support Tools nodes.
Chapter 7 Cisco Support Tools Cisco ICM Enterprise Edition Administrator Guide Release 6.
C H A P T E R 8 ICM Partitioning This chapter discusses the Intelligent Contact Management (ICM) Partitioning feature, which controls what data individuals are allowed to access within an ICM database. ICM Partitioning Overview People often equate the word Partitioning with the computer management utility that logically divides a hard drive into sections to improve data storage. The ICM Partition feature does not split the database into sections; it only controls access to the ICM database.
Chapter 8 ICM Partitioning ICM Partitioning Overview Depending on the data, you might want to limit a user’s access to scripts, routes, peripherals, services, enterprise services, skill groups, and so on. For example, one administrator might have access to only the sales services while another administrator might have access to only scripts. You may also need one or more business entities, depending on what data you need to segregate.
Chapter 8 ICM Partitioning ICM Partitioning Overview For example, if you grant a user access to the Peripheral class, that user can access the configuration data for all peripherals and all the data associated with each of those peripherals in the enterprise. On the other hand, if you grant a user access to a peripheral object—the Scranton ACD, for example—that user can access only the configuration data for that specific peripheral and its related data (trunks, services, skill groups, agents, etc.).
Chapter 8 ICM Partitioning ICM Partitioning Overview For example, a Dialed Number object requires an association to a Routing Client. If the Routing Client is associated with: • A Network Interface Controller, then access to that the Dialed Number comes from the Network Interface Class. • A Peripheral, then access to the Dialed Number comes from the Peripheral class. For specific information about the classes and objects recognized by ICM software, see Class and Object Security, page 8-7.
Chapter 8 ICM Partitioning ICM Partitioning Overview For more information about setting the security access for business entities, see Installing and Configuring ICM Partitioning, page 8-28. Access Privilege Levels For each class and object in the ICM software database, you can grant users or groups a specific access privilege level. The access level determines what rights the user has to the associated data, as described in Table 8-2.
Chapter 8 ICM Partitioning ICM Partitioning Overview ICM Partitioning Security The security provided by Partitioning involves checking the user’s access privileges. User Privileges Security settings can be assigned directly to a user. A user account is created on the Windows domain.The system administrator then defines the access rights of the user to different objects in the ICM database tables.
Chapter 8 ICM Partitioning Class and Object Security You can define any number of groups with broader or narrower rights than in these examples. In addition to granting rights to user groups, you can also grant specific rights to individual users. However, it is usually simpler and easier to use groups as much as possible. For more information about defining the security access for user groups, see Installing and Configuring ICM Partitioning, page 8-28.
Chapter 8 ICM Partitioning Class and Object Security Class and Object Security Overview Class security defines access to a group of ICM configuration objects. Object security sets access privileges for specific records within a table or a group of tables. Note For details regarding the classes and objects that affect the security for a specific database table, see the Cisco ICM Schema On-Line Help. Class and object security settings determine a User or Group’s access level to ICM data.
Chapter 8 ICM Partitioning Class and Object Security Table 8-3 Access Levels (continued) Access Level Description No access Restricts access to the object. (This is the default if a User or Group is not explicitly assigned an access level.) Note The highest—that is, the most permissive—access level to a particular piece of data “wins.” A user can belong to multiple groups or be assigned settings at the class level that conflict with settings at the object level.
Chapter 8 ICM Partitioning Class and Object Security Table 8-4 Security Classes (Sheet 1 of 2) Class Name Description Access Levels Objects Call Provides security for viewing routing and call history tables. Reference Read Call Global Provides security to all objects and Read, Reference, Maintenance tables. Note Network Interface A user with Maintenance access to the Global class has full access to all ICM software data. Administrative users automatically have this level of access.
Chapter 8 ICM Partitioning Class and Object Security Table 8-4 Security Classes (Sheet 2 of 2) Class Name Description Access Levels Objects Peripheral Provides security for configuring ICM peripherals.
Chapter 8 ICM Partitioning Class and Object Security Object Security Object security sets access privileges for specific records within a table or a group of tables. There are two types of security objects: • A controlling object sets security on the object itself and a set of other objects. For example, the Peripheral object is a controlling object that groups Agents on a particular peripheral. • A controlled object derives its security from a controlling object.
Chapter 8 ICM Partitioning Class and Object Security Table 8-5 Security Objects (Sheet 2 of 16) Access Levels Object Description Agent Team Reference Provides Read security to use an Agent Team Controlling Object Classes ICM Database Tables Peripheral Agent_Team Global Peripheral Objects Controlled Agent_Team_ Member Agent_Team_ Supervisor Announcement Provides security to use an announcement Reference Read Network Interface Global Network Interface Announcement Application Gateway Ref
Chapter 8 ICM Partitioning Class and Object Security Table 8-5 Object Security Objects (Sheet 3 of 16) Description Business Entity Provides security to create objects within the Business Entity Access Levels Controlling Object Classes Maintenance System Reference Read Global System ICM Database Tables Objects Controlled Business_ Entity Enterprise Route Enterprise Service Enterprise Skill Group Schedule Schedule Report Schedule Source Script Call Provides security to read the call related t
Chapter 8 ICM Partitioning Class and Object Security Table 8-5 Security Objects (Sheet 4 of 16) Object Description Campaign Provides security to use a Campaign Access Levels Controlling Object Classes Maintenance System Reference Read Global System ICM Database Tables Objects Controlled Campaign Campaign_ Query_Rule Campaign_ Query_Rule_ Half_Hour Campaign_ Query_Rule Real_Time Campaign_ Skill_Group Campaign_ Target_ Sequence Database Lookup Provides security to use a Database Lookup Refere
Chapter 8 ICM Partitioning Class and Object Security Table 8-5 Security Objects (Sheet 5 of 16) Object Description Access Levels Controlling Object Classes Dialer Provides security to use a Dialer Maintenance Peripheral Reference global Read Global Peripheral ICM Database Tables Dialer Dialer_Half_ Hour Dialer_Port _Map Dialer_Port _Real_Time Enterprise Agent Group Enterprise Route Enterprise Service Reference Provides Read security to use an Enterprise Agent Group Provides security to use
Chapter 8 ICM Partitioning Class and Object Security Table 8-5 Security Objects (Sheet 6 of 16) Access Levels Controlling Object Classes ICM Database Tables Object Description Expanded Call Variable Maintenance System Provides Reference security to Read use an Expanded Call Variable Global System Expanded_Call _Variable Import Rule Provides security to maintain a Import Rule Maintenance System Reference Read Global System Import_Rule Objects Controlled Import_Rule_ Clause Import_Rule_ His
Chapter 8 ICM Partitioning Class and Object Security Table 8-5 Security Objects (Sheet 7 of 16) Object Description Access Levels Reference Network Trunk Provides Read Group security to use a Network Trunk Group Controlling Object Classes ICM Database Tables Peripheral global Network_ Trunk_Group Global Network Interface Peripheral Network_ Trunk_Group Half_Hour Network_ Trunk_Group Real_Time Peripheral_ Target Network VRU Provides security to use a Network VRU Maintenance Network/ Reference
Chapter 8 ICM Partitioning Class and Object Security Table 8-5 Security Objects (Sheet 8 of 16) Object Description Network/ Peripheral Provides security to read the tables that are used for both the Peripheral and the Network Interface Access Levels Controlling Object Classes Global Network Interface Peripheral ICM Database Tables Objects Controlled Logical_ Interface_ Controller Physical_ Interface_ Controller Physical_ Controller_ Half_Hour Routing_Client Routing_Client Five_Minute Call Type D
Chapter 8 ICM Partitioning Class and Object Security Table 8-5 Security Objects (Sheet 9 of 16) Access Levels Controlling Object Classes Object Description Peripheral Maintenance Peripheral Provides global security on a Reference Read peripheral and the services, skill groups, etc.
Chapter 8 ICM Partitioning Class and Object Security Table 8-5 Security Objects (Sheet 10 of 16) Object Description Peripheral Gateway Provides security to use a Peripheral Gateway Peripheral global Access Levels Controlling Object Classes Maintenance Network/ Peripheral Global ICM Database Tables Objects Controlled Default_Call_ Type Dial_Number_ Plan Global Peripheral Provides security to use the peripheral related tables Dialer Network Trunk Group Peripheral Person Route Service Array T
Chapter 8 ICM Partitioning Class and Object Security Table 8-5 Security Objects (Sheet 11 of 16) Object Description Schedule Provides security to use a Schedule Access Levels Controlling Object Classes ICM Database Tables Reference Read Business Entity Import_Log Global System Import_ Schedule Recurring_ Schedule_ Map Schedule Schedule_Map Schedule_ Import Schedule_ Import_Real_ Time Provides security to maintain a Schedule Report Maintenance Business Entity Reference Read Global System
Chapter 8 ICM Partitioning Class and Object Security Table 8-5 Security Objects (Sheet 12 of 16) Access Levels Object Description Script Reference Provides security on a Read script and the associated real-time and historical tables Controlling Object Classes ICM Database Tables Business Entity Admin_Script_ Schedule_ Map Global System Objects Controlled Master_Script Script Script_Cross_ Reference Script_Data Script_Five_ Minute Script_Print_ Control Script_Real_ Time Service Reference Pro
Chapter 8 ICM Partitioning Class and Object Security Table 8-5 Security Objects (Sheet 13 of 16) Controlling Object Classes ICM Database Tables Reference Provides Read security to use a Service Array Peripheral global Global Peripheral Service_Array Reference Provides security on a Read Skill Group and the associated real-time and historical tables Peripheral Global Peripheral Agent_Skill_ Group_Half_ Hour Object Description Service Array Skill Group Access Levels Service_Array _Member
Chapter 8 ICM Partitioning Class and Object Security Table 8-5 Security Objects (Sheet 14 of 16) Object Description System Provides security to read the ICM security and configuration tables Access Levels Controlling Object Classes ICM Database Tables Objects Controlled Global System Agent_ Distribution Agent Desk Settings Application Application_ Gateway_ Globals Application_ Instance Application_ Path Application Gateway Business Entity Campaign Database Lookup Application_ Path_Member Ex
Chapter 8 ICM Partitioning Class and Object Security Table 8-5 Object Security Objects (Sheet 15 of 16) Description Access Levels Controlling Object Classes System (continued) ICM Database Tables Feature_ Control_Set Media_Class Media_Routing_Domain Object_Access _Xref Object_List Object_ Security Region Region_ Member Region_Prefix Region_View Region_View_ Member User_Group User_Group_ Member User_Supervisor_Map VRU _Currency VRU_Defaults VRU_Locale Cisco ICM Enterprise Edition Administration Gu
Chapter 8 ICM Partitioning Class and Object Security Table 8-5 Security Objects (Sheet 16 of 16) Access Levels Controlling Object Classes ICM Database Tables Reference Read Peripheral global Global Peripheral Translation_ Route Reference Provides security on a Read Trunk Group and the associated real-time and historical tables Peripheral Global Peripheral Trunk Object Description Translation Route Provides security to use a Translation Route Trunk Group Objects Controlled Trunk_Group Tr
Chapter 8 ICM Partitioning Installing and Configuring ICM Partitioning Installing and Configuring ICM Partitioning This section lists tips for using and installing Partitioning and describes: • How to install ICM Partitioning • The tools used to configure Partitioning • How to configure Partitioning by: – Creating and maintaining user groups – Granting groups and individual users access to classes – Creating and administering individual user accounts – Setting access for individual ICM database obje
Chapter 8 ICM Partitioning Installing and Configuring ICM Partitioning This will help simplify the task of making sure Users cannot access certain data by using the configuration tools. It also allows the Administrator to specify that a User can edit Services but not Skill Groups. This could be accomplished by using the Feature Control Set List to define a Feature Set that allowed running the Service Explorer but not the Skill Group Explorer. A User could then be assigned to that Feature Set.
Chapter 8 ICM Partitioning Installing and Configuring ICM Partitioning • User Group List • Class List You use these Configuration Manager list tools to create ICM users and groups of users. • Use the Configuration Manager list, explorer, and bulk tools to also set user and group access rights to classes of ICM objects and individual ICM objects. • Use the Configuration Manager’s Bulk Configuration tools to set security access to multiple data records at a time.
Chapter 8 ICM Partitioning Installing and Configuring ICM Partitioning How to add a new user group and assign members to the group Step 1 In the User Group List window, click Add. A new user group displays in the Attributes tab. Step 2 Fill in the Attributes tab fields. See the online help if you have any questions. Step 3 Click Save. This saves the new group to the database. Step 4 Optionally, click the User Membership tab and then, in that tab, click Add to assign users to the group.
Chapter 8 ICM Partitioning Installing and Configuring ICM Partitioning Step 2 Click Save to delete the security group. The User Groups name disappears from the list box. Defining Users After defining the security groups and specifying their levels of access, you can assign ICM users to the appropriate user groups. How to see the users who are currently defined Step 1 From the Configuration Manager’s Configure ICM menu, choose Security > User List. The Users List window appears.
Chapter 8 ICM Partitioning Installing and Configuring ICM Partitioning Note • The domain name must start with a letter and contain only letters and numbers. Domain refers to a set of servers and workstations grouped together for efficiency and security. A domain is the basic administrative unit in a server running Windows 2000. A network can be divided into domains by any convenient method, such as by department, workgroup, or building floor. User Name. Enter the Windows 2000 user name for the account.
Chapter 8 ICM Partitioning Installing and Configuring ICM Partitioning • Service Provider. Available only on a CICM system.The Service Provider setting determines the type of user account being created. This setting, coupled with the specified Domain name, determines where the account is created, and the type of access granted. A checkbox that specifies: – If checked, the user is a Service provider and has access to the CICM configuration database.
Chapter 8 ICM Partitioning Installing and Configuring ICM Partitioning Defining Business Entities Security Each ICM enterprise consists of between one and five business entities. You can change the names and descriptions of business entities and set the access rights to business entities. Note You can only create business entities on Partitioned systems that have more than one Partition.
Chapter 8 ICM Partitioning Installing and Configuring ICM Partitioning How to assign business entity security access Step 1 In the Business Entity List window, select the business entity. Step 2 Click the Security tab. Step 3 In the Security tab, click Add. The Add Users and Groups dialog box appears. Step 4 In the Type box, select User or Group, depending on whether you want to give access rights to a user or a group of users.
Chapter 8 ICM Partitioning Installing and Configuring ICM Partitioning Step 3 Select a class from the list box. (For example, to set access for the Network Interface class, choose Network Interface. See Table 8-4 on page 8-10 for a definition of each class.) Step 4 Click the Security tab and then, in the Security tab, click Add. This displays the Add Users and Groups dialog box.
Chapter 8 ICM Partitioning Installing and Configuring ICM Partitioning How to define access rights for a new object Step 1 Within the Configuration Manager, use the appropriate Configuration tool to specify information about the object. Step 2 In the configuration tool, click the Security button (explorer and bulk tools) or tab (list tools). A Security dialog box appears for the object you are creating.
Chapter 8 ICM Partitioning Installing and Configuring ICM Partitioning Step 4 If you want to apply one setting to records with mixed settings, select Override existing settings. Note Step 5 You can set or change security settings on a group of records only if they have the same security settings, if they have no security settings, or if you have selected Override existing settings.
Chapter 8 ICM Partitioning Installing and Configuring ICM Partitioning In the User Access display box, select the user or group to remove and click Remove. • To edit access to the records: In the User Access display box, select the user or group to edit and click Edit or double-click on the item you want to edit. Then in the Edit Permissions dialog box, select the access type and click OK. Step 6 When done, click OK.
Chapter 8 ICM Partitioning Installing and Configuring ICM Partitioning How to access Script Security from the Script Properties dialog You can also open the Script Security dialog from the Script Properties dialog box. Step 1 Chose the Security tab in the Script Properties dialog box. Step 2 Click Modify Security. The Script Security dialog box opens. Continue with Step 4 of the preceding procedure. Cisco ICM Enterprise Edition Administration Guide Release 6.
Chapter 8 Installing and Configuring ICM Partitioning Cisco ICM Enterprise Edition Administration Guide Release 6.
I N D E X Symbols Agent_Skill_Group_Logout Table security 8-24 .
Index Windows 6-7 Application Table security 8-25 Architecture recovery 2-11 restart 2-12 Calls/sec 5-6 fault-tolerant 2-2 Calls In Progress 5-6 Call Type object security 8-14 Call Type Table security 8-19 B Back-up strategies 5-12 Blended_Agent_Options Table security 8-25 Blended Agent 4-7 Bulk configuration security 8-38 Campaign_Query_Rule_Half_Hour Table security 8-15 Campaign_Query_Rule_Real_Time Table security 8-15 Campaign_Query_Rule Table security 8-15 Business_Entity Table security 8-14 Cam
Index Class_Security Table security 8-25 integrity checks 5-3, 5-4 ClassID_To_ObjectType Table security 8-25 retention time 4-2 Class security 8-9 Database Lookup object security 8-15 access levels 8-8, 8-9 Databases 2-1 assigning access 8-36 adding space 4-22 overview 8-8 backing up 5-11, 5-12 Command logs 6-4 central 3-4 Communication comparing 5-13 active and idle paths 2-4 configuration checks 5-2 path duplication 2-3 creating 3-6 Configuration duplexed 3-5 checks 5-2 full indica
Index Transfer Process (DTP) 7-3 E Default_Call_Type Table security 8-21 Device_Target Table security 8-15 Device Target object security 8-15 EMS 6-1 log files 6-9 Dial_Number_Plan Table security 8-21 EMS events 6-1 Dialed_Number_Label Table security 8-15 Enterprise_Agent_Group_Member Table security 8-16 Dialed_Number_Map Table security 8-15 Dialed_Number Table security 8-15, 8-19 Dialed Number object security 8-15 Dialer_Half_Hour Table security 8-16 Dialer_Port_Map Table security 8-16 Dialer_Port
Index examining 6-5 G forwarding process 6-3 logging 6-3 Galaxy_Agent_Call_Count Table security 8-20 logs (Windows) 6-4, 6-7 Galaxy_Agent_Igroup Table security 8-20 on Logger 5-5 Galaxy_Agent_Performance Table security 8-20 severity levels 6-3 Galaxy_Alarm Table security 8-20 viewing 6-4 Galaxy_DNIS Table security 8-20 viewing on other systems 6-8 Galaxy_Gate_Delayed_Call Table security 8-23 Event Viewer Windows 6-6 Galaxy_Gate Table security 8-23 Expand Database 4-10 Galaxy_Overflow Table
Index Historical recovery 2-15 L Hot standby 2-2 Label object security 8-17 Label Table security 8-17, 8-19 I Local database 3-6 Locks ICM log files 6-9 Master 3-10 Log files ICMDBA accessing functions 4-5 command logs 6-4 main window 4-4 displaying 6-15 starting 4-4 examples 6-15 ICMP NIC 2-16 naming conventions 6-9 ICM security tools 8-29 per-process 6-1, 6-4, 6-9 ICR_Instance Table security 8-25 trace 5-5 ICR_Node Table security 8-25 Logger Import_Log Table security 8-22 modem 7-1
Index Mirrored disks 5-12 Nulls integrity check 5-4 Modems 7-1 O N Object Names integrity check 5-4 defining security for multiple 8-38 Network/Peripheral object security 8-19 security 8-12 Network_Event_Detail Table security 8-17 security, defining or changing access rights 8-38 Network_Target Table security 8-17 Network_Trunk_Group_Half_Hour Table security 8-18 Network_Trunk_Group_Real_Time Table security 8-18 Network_Trunk_Group Table security 8-18 Network_Vru_Script Table security 8-18 Netwo
Index Expanded Call Variable 8-17 P Import Rule 8-17 Label 8-17 Partitioning for security 8-1 Network/Peripheral 8-19 Partitioning Tips 8-28 Network Interface 8-17 Partitions Network Trunk Group 8-18 installing 8-29 Network VRU 8-18 Partitions, defining 8-4 Network Vru Script 8-18 PerfMon 5-5 overview 8-8 Performance Monitor 5-5 Peripheral 8-20 Peripheral_Default_Route Table security 8-20 Peripheral Gateway 8-21 Peripheral_Half_Hour Table security 8-20 Peripheral global 8-21 Peripheral
Index Private WAN Recreate Database 4-11 and synchronization 2-8 Recurring_ Schedule_ Map Table security 8-22 Process pairs 2-3 Redundant Array of Inexpensive Disks (RAID) 5-12 purgeold 6-9 Region_Member Table security 8-26 purgeold.
Index dialog box, opening 8-41 S Scripts integrity check 5-4 Schedule_Import_Real_Time Table security 8-22 Schedule_Import Table security 8-22 Schedule_Map Table security 8-22 Schedule_Report_Input Table security 8-22 Schedule_Report Table security 8-22 Schedule_Source Table security 8-22 Scheduled_Target_Real_Time Table security 8-22 Scheduled_Target Table security 8-22 Scheduled Target object security 8-22 Schedule object security 8-22 Schedule Report object security 8-22 Schedule Source object securit
Index Application 8-25 Default_Call_Type 8-21 Application_Event 8-12 Device_Target 8-15 Application_Gateway 8-13 Dial_Number_Plan 8-21 Application_ Gateway_ Connection 8-13 Dialed_Number 8-15, 8-19 Application_Gateway_Globals 8-25 Dialed_Number_Label 8-15 Application_Gateway_Half_Hour 8-13 Dialed_Number_Map 8-15 Application_Instance 8-25 Dialer 8-16 Application_Path 8-25 Dialer_Half_Hour 8-16 Application_Path_Member 8-25 Dialer_Port_Map 8-16 Application_Path_Real_Time 8-25 Dialer_Port_Re
Index Galaxy_Single_Trunk 8-27 Object_Security 8-26 Galaxy_Transaction_Code 8-20 Peripheral 8-20 Galaxy_Trunk_Call_Count 8-27 Peripheral_Default_Route 8-20 Galaxy_Trunk_Igroup 8-27 Peripheral_Half_Hour 8-20 ICR_Instance 8-25 Peripheral_Monitor 8-20 ICR_Node 8-25 Peripheral_Real_Time 8-20 ICR_View 8-12 Peripheral_Target 8-18 Import_Log 8-22 Persistent_Variable 8-27 Import_Rule Person 8-21 Import_Rule Table security 8-17 Physical_Controller_Half_Hour 8-19 Import_Rule_Clause 8-17 Physical
Index Schedule_Import_Real_Time 8-22 Termination_Call_Detail 8-14 Schedule_Map 8-22 Termination_Call_Variable 8-14 Schedule_Report 8-22 Translation_Route 8-27 Schedule_Report_Input 8-22 Trunk 8-27 Schedule_Source 8-22 Trunk_Group 8-27 Scheduled_Target 8-22 Trunk_Group_Five_Minute 8-27 Scheduled_Target_Real_Time 8-22 Trunk_Group_Half_Hour 8-27 Script 8-23 Trunk_Group_Real_Time 8-27 Script_Cross_Reference 8-23 User_Formula 8-27 Script_Data 8-23 User_Formula_Equation 8-27 Script_Five_Minut
Index Service bureau overview of 2-11 component failure 2-4 time 5-15 Service object security 8-23 Synchronized execution 2-2 Service Table security 8-23 Synchronizer 2-9 Sides Syslog 7-5 of the system 2-5 System log Windows 6-7 Simplexed operation 2-20 System object security 8-25 systems 2-2 System restarts 2-4 Skill_Group_Five_Minute Table security 8-24 Skill_Group_Half_Hour Table security 8-24 Skill_Group_Member Table security 8-24 T Skill_Group_Real_Time Table security 8-24 table gro
Index database 4-23 Vru_Currency Table security 8-26 Trunk_Group_Five_Minute Table security 8-27 Vru_Defaults Table security 8-26 Vru_Locale Table security 8-26 Trunk_Group_Half_Hour Table security 8-27 Trunk_Group_Real_Time Table security 8-27 Trunk_Group Table security 8-27 Vru_Port_Map Table security 8-27 VRU PIM time synchronization 5-16 Trunk Group object security 8-27 Trunk Table security 8-27 W Warning events 6-3 U Web View UPDATE STATISTICS 5-2 partitioning issue 8-32 User_Formula_Equati
Index Cisco ICM Enterprise Edition Administrator Guide Release 6.
