IBM R2E2 manual Categories of Service Reporting

Chapter 2: Devices and Services

Categories of Service Reporting

The technology pack provides the following categories of service reporting:

•Voice Quality Management — Latency, jitter, packet loss, network bandwidth, Class-Based QoS, and element availability.

•Call Signaling Management — Call setup and termination metrics, based on data from Call Detail Records (CDRs).

•Converged Network Infrastructure Management — Network and system devices in charge of the Service and Voice Data Packets Delivery.

Services and Devices Monitored

The Tivoli Netcool/Proviso Cisco IP Telephony Technology Pack creates automatic, on-demand, historical, and real-time reports showing performance and trend analysis for the following services and devices:

•Voice Quality — Jitter, latency, packet drops, mean opinion score, per cluster, per location, per business department, and even for each extension number.

•CallManager System & Application — Server availability, performance, CPU load, memory, service availability, disk usage, and registered devices.

•PSTN Gateway Devices — Catalyst6500, Cisco AS5x00 series, Cisco 2600 & 3600 series, E1 & T1 Serial Links, DS0 Channel availability and utilization, DSP availability and utilization, capacity planning, bandwidth, errors. Also, total number of calls per gateway, total duration per gateway.

•Gatekeeper Devices — Number of successful / unsuccessful requests (routing, location, admission), registered endpoints, errors.

•Telephony Usage — Total number of calls, total duration of calls, total number of packets, per location, per business department, per extension number, top10 clusters (or sites, offices, extensions, departments). Number of outbound and inbound calls. Total accumulated hours of traffic per hour, day, week, month.

•Call Completion — Percentage of outgoing and incoming successful/unsuccessful calls, what are the main errors (phones, LAN, WAN, PSTN network, congestions, no resource available).

•Call Distribution — On-net vs. off-net ratio (number of IP routed calls vs. calls routed toward PSTN), number of internal (private extension to private extension) calls, local calls, long distance calls, international calls. Capability to provide statistics on number of calls to mobile networks (supported in some countries only).

•Site to Site Path Analysis — End-to-end measurement between customer offices. Voice quality, call distribution, call completion, IP telephony usage, TopN sites for errors, number of calls, duration and voice quality.

4 IBM Tivoli Netcool/Proviso Cisco IP Telephony 2.4.0.0 Technology Pack