VoIP Monitor - Install and Config Guide

PROGNOSIS VoIP Monitor 3.
0
Avaya Aura Communication Manager Voice Quality Monitoring Solution
Installation and Configuration Guide
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

Page 2 of 64
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: 30 J uly 2010
Product Version: PVM 3.0
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.
J ava 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.
Third Party Software License Notices
For details of third party software license notices, please refer to the Third Party Software License Guide which
is located in the Documentation folder of the PROGNOSIS VoIP Monitor installation path.
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.

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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

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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 7 of 64
Getting Started
PROGNOSIS VoIP Monitor
Page 8 of 64
System Requirements
The system requirements for dedicated a PROGNOSIS VoIP Monitor server are as follows:
Minimum Specification
Component Minimum Specifications
Processor (CPU): IntelPentiumDual-Core 2.4GHz
System Memory (RAM): 2GB
300MB for the base installation
Temp Files: A further 70MB of free disk space is required for
temporary files during the installation.
Hard Drive Space (NTFS):
Databases: Additional disk space is required for the storage
of historical data. The maximum database size for Avaya is
7.5GB.
Operating System: Production System:
- Microsoft Windows Server2003
- Microsoft Windows2008
- Microsoft Windows 2008 R2
Trial System (for product evaluation):
- Microsoft Windows XP
- Microsoft Windows Vista
- Microsoft Windows 7
Web Browser Required:
- Microsoft Internet Explorer7 or later.
Supported
- Mozilla Firefox 3.6 or later
- Safari 4 or later
Recommended Specification
Component Recommended Specifications
Processor (CPU): Intel XeonDual-Core 2.4GHz
System Memory (RAM): As per the minimum specification above.
Hard Drive Space (NTFS): As per the minimum specification above.
Operating System: As per the minimum specification above.
Web Browser As per the minimum specification above.

For the latest information please go to the VoIP Monitor web site:
VoiceQuality.com/Requirements

Getting Started
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Supported Platforms
Software Version
Avaya Aura Communication Manager Supported versions: 1.0 - 3.0, 6.0
Compliant Tested: 3.1 - 5.2

Hardware Model
Media Servers S8800, S8730, S8720, S8710, S8700, S8500,
S8400, S8300
DEFINITY G3 running R9 or later
Media Gateways G700, G650, G450, G430, G350, G250, G150
1

Phones 96xx IP Phones
2

46xx IP Phones
2

16xx IP Phones
IP Softphone
IP Agent
Digital & Analog Phones
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

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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.

Getting Started
Page 11 of 64
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:
TCP port 80 (HTTP)
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.

Microsoft Windows 7 and Windows 2008 R2
Microsoft Windows 7 and Windows 2008 R2 come with their own firewall for which the settings refer to
programs rather than ports. The following details will help to relate the required port numbers to the program
files that use them.
These ports are used by the following VoIP Monitor executables:
Ports 5022 or 5023, 50000 used by <install_directory>\Server\irAvaya_PBX.exe
Ports 5022 or 5023, 50002 used by <install_directory>\Server\irAvaya_Legacy.exe
Ports 5022 or 5023, 50003 used by <install_directory>\Server\irAvaya_Definity.exe
Port 5005 used by <install_directory>\Server\irrtcpcol.exe
Port 162 used by <install_directory>\Server\irautoan.exe
Port 80 used by <install_directory>\www\webserver\tomcat\bin\tomcat5.exe
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.

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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
VoIP Monitor License Key received.
See License Key section (page 10).
Firewalls
Correct ports across Firewall opened.
See Prerequisites section (page 11).
PBX Details Key
Name:
User defined name of the PBX, e.g. HQ.
(A)

Type: (B)
PBX (ACM 3 and later)
Legacy (ACM 1 and 2)
DEFINITY
Site:
User-defined location name, e.g. London.
(C)

Connectivity Key
IP Address: (D)

Login for the Avaya SAT:
Administrative rights required.

Obtain a username and password.
VoIP Monitor Login details
See Create Login Account - Avaya 3 and
earlier (page 18) or Avaya 4 and later
(page 19)
(E)
Create a username and password for VoIP
Monitor to access the Avaya PBX.
Mode: (F)
SSH
Port 5022 (default) or port
or
Telnet
RTCP Key
Destination IP Address:

Destination Port: (G)
Getting Started
Page 13 of 64
CDR (optional) Key
Port:
See Procedure to Add an IP CDR Service
(page 24).
(H)
Format:
See Setting CDR System Parameters
(page 25).
(I)
Unformatted (default)
Unformatted - enhanced
Expanded
Expanded - enhanced
Date Format:
See Setting CDR System Parameters
(page 25).
(J )
Month/Day (default)
or
Day/Month
Time Zone (e.g. GMT -5): (K)

Other Key
Alerts via Email - Server
IP address or server name of the SMTP
server that will be used to dispatch email
alert messages:
(L)

Alerts via Email - From
The email address that will be included in
the 'From' field of the dispatched alert
messages.
(M)

Alerts via Email - To
The email address to which alert
messages will be sent.
(N)

Alerts via SNMP - Destination name or
IP address plus port:
(O)

Alerts via SNMP - Community name: (P)

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Preparing the PBX
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Preparing the PBX
Before starting to install the PROGNOSIS VoIP Monitor software, the following preparations need to be made
on the Avaya PBX so that call data can be obtained.
Configure SAT User Profile - Avaya 4 and later (page 17)
Create Login Account - Avaya 3 and earlier (page 18)
Create Login Account - Avaya 4 and later (page 19)
Configure RTCP Monitoring (page 20)
The following optional procedure may also be undertaken in order to obtain full data metrics.
Configure CDR Monitoring (page 22)

Avaya SAT Access
Most of the above procedures require access to an Avaya SAT (System Access Terminal) session on the PBX.
Access to the SAT session can be made by either:
A telnet session, e.g. >telnet <avaya_server_ip_address><port_number>
or
Through a Web Browser, e.g. http:\\<avaya_server_ip_address>
When the Avaya Web session opens go to the CM Administration section and select the Launch Native
Configuration Manager link.
NOTE: A username/password with administrative rights for the Avaya SAT will be required in order to gain
access to the required configuration pages.

Preparing the PBX
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Configure SAT User Profile (Avaya 4 and later)
A SAT (System Access Terminal) User Profile specifies which SAT screens may be accessed by the user
assigned to the profile and the type of access that is available to each screen. As PROGNOSIS VoIP Monitor
does not modify any system configuration, a SAT User Profile with limited permissions can be created to
assign to the PROGNOSIS login account. In many cases the Avaya default profile number 18 may be used,
alternatively a new SAT User Profile can be created using the following procedure.
Step 1 Open a SAT session and log on with administrative rights..
Step 2 Execute the command:
add user-profile <n> (where <n>is the next unused profile number)
add user - pr of i l e 10 Page 1of 41
USER PROFI LE 10
User Pr of i l e Name: PROGNOSI S

Thi s Pr of i l e i s Di sabl ed? n Shel l Access? n
Faci l i t y Test Cal l Not i f i cat i on? n Acknowl edgement Requi r ed? n
Gr ant Un- owned Per mi ssi ons? n Ext ended Pr of i l e? n

Name Cat Enbl Name Cat Enbl
Adj unct s A y Rout i ng and Di al Pl an J y
Cal l Cent er B y Secur i t y K y
Feat ur es C y Ser ver s L y
Har dwar e D y St at i ons M y
Hospi t al i t y E y Syst emPar amet er s N y
I P F y Tr ansl at i ons O y
Mai nt enance G y Tr unki ng P y
Measur ement s and Per f or mance H y Usage Q y
Remot e Access I y User Access R y
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.
add user - pr of i l e 10 Page 2of 41
USER PROFI LE 10
Set Per mi ssi ons For Cat egor y: To: Set Al l Per mi ssi ons To: r m

Name Cat Per m
aar anal ysi s J r m
aar di gi t - conver si on J r m
aar r out e- chosen J r m
abbr evi at ed- di al l i ng 7103- but t ons C r m
abbr evi at ed- di al l i ng enhanced C r m
abbr evi at ed- di al l i ng gr oup C r m
abbr evi at ed- di al l i ng per sonal C r m
abbr evi at ed- di al l i ng syst em C r m
aca- par amet er s P r m
access- endpoi nt s P r m
adj unct - names A r m
admi ni st er ed- connect i ons C r m
aesvcs ct i - l i nk A r m
aesvcs i nt er f ace A r m
Step 4 Submit the form to create the user profile.

Page 18 of 64
Create Login Account (Avaya 3 and earlier)
PROGNOSIS VoIP Monitor needs to log into Avaya Communication Manager in order to obtain the required
data. It may be desirable to create a login account specifically for VoIP Monitor with limited permissions. The
following procedure provides the steps for creating a login account.
Account Setup Procedure
Step 1 Open a SAT session and log on with administrative rights.
Step 2 Execute the command: add login <login name>
The <login name>must be between 2 - 8 characters using 0-9, a-z or A-Z.
Step 3 This will open the Login Administration screen.
LOGI N ADMI NI STRATI ON
LOGI N BEI NG ADMI NI STERED
Logi n' s Name: <l ogi nname>
Logi n Type: cust omer
Ser vi ce Level : non- super - user
Days t o Di sabl e Af t er I nact i vi t y:

LOGI N' S PASSWORD I NFORMATI ON
Logi n' s Passwor d: Reent er Passwor d:
Change Passwor d at Fi r st Logi n: n
Passwor d Agei ng Cycl e Lengt h ( Days) :

LOGOFF NOTI FI CATI ON
Faci l i t y Test Cal l Not i f i cat i on? y Acknowl edgement Requi r ed? y
Remot e Access Not i f i cat i on? y Acknowl edgement Requi r ed? 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).
Change Permissions Procedure
Once the login account has been created the permissions need be set through the SAT shell.
Step 1 Login to the SAT shell.
Step 2 Execute the command: change permissions <login name>.
Step 3 This will open the Command Permission Categories screen.
On this screen set the Display Admin. and Maint. Data? field to y (yes) and the System
Measurements? field to y (Yes).
Step 4 When complete press Esc+e to submit the changes.

Preparing the PBX
Page 19 of 64
Create Login Account (Avaya 4 and later)
NOTE: In Avaya version 4 and later, logins are created through the Avaya Maintenance Web pages rather
than a SAT session. The following instructions are based on Avaya version 5.1.
1. Configure Login Group
The following procedure is used to create an 'Access-Profile Group'. The 'Access-Profile-Group' corresponds
to the SAT User Profile that should have been created earlier. See Configure SAT User Profile (page 17) for
details.
Step 1 Using a Web browser, enter: https:\\<avaya_server_ip_address>
This will open the Avaya Integrated Management Logon page.
Step 2 Input the appropriate Logon ID and Password.
Step 3 From the menu page click the Launch Maintenance Web Interface link.
Step 4 From the navigation panel on the left side click on Administrator Accounts. This will open the
page for adding, deleting or changing administrator logins and login groups.
Step 5 Select the Add Group radio button, which is located towards the bottom of the page, and then click
the Submit button.
Step 6 The Administrator Account - Add Group page will open.
Select the Add a new access-profile group radio button and then select the applicable SAT User
Profile from the drop-down box (this is the SAT Profile that was created earlier).
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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Configure RTCP Monitoring
PROGNOSIS VoIP Monitor obtains data metrics from the Avaya IP telephony network by collecting Real-Time
Control Protocol (RTCP) packets that are sent by Avaya endpoints, such as IP phones, IP Media Processor
Boards and Media Gateways. These RTCP packets contain data about the performance of sessions running
between the endpoints, including QoS measurements such as; network latency, jitter and loss which can be
reported for each leg of a call.
In order for VoIP Monitor to receive this RTCP data the Avaya PBX needs to be configured to send the
reporting data to the IP address of the VoIP Monitor server.
The following procedure provides the steps to enable Avaya endpoints to send RTCP information to the VoIP
Monitor server.
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.
Procedure to Setup the PBX
Step 2 Execute the command: change system-parameters ip-options
Step 3 In the RTCP MONITOR SERVER section input the following values;
Set the Default Server IP Address to the IP address of the VoIP Monitor server
Set the Default Server Port to 5005
Set the Default RTCP Report Period (secs) to 5.
change syst empar amet er s i p- opt i ons Page 1 of 3
I P- OPTI ONS SYSTEM PARAMETERS
I P MEDI A PACKET PERFORMANCE THRESHOLDS
Roundt r i p Pr opagat i on Del ay ( ms) Hi gh: 800 Low: 400
Packet Loss ( %) Hi gh: 40 Low: 15
Pi ng Test I nt er val ( sec) : 20
Number of Pi ngs Per Measur ement I nt er val : 10
RTCP MONI TOR SERVER
Def aul t Ser ver I P Addr ess: 10 . 111. 1 . 39
Def aul t Ser ver Por t : 5005
Def aul t RTCP Repor t Per i od ( secs) : 5

AUTOMATI C TRACE ROUTE ON
Li nk Fai l ur e? y

H. 248 MEDI A GATEWAY H. 323 I P ENDPOI NT
Li nk Loss Del ay Ti mer ( mi n) : 5 Li nk Loss Del ay Ti mer ( mi n) : 5
Pr i mar y Sear ch Ti me ( sec) : 75
Per i odi c Regi st r at i on Ti mer ( mi n) : 20
Step 4 When finished press Esc+e to submit the changes
Preparing the PBX
Page 21 of 64

Procedure to Setup the Network Regions
Once the VoIP Monitor IP address has been set up on the Avaya PBX, the associated network regions can
then be set to either use this IP address as their default setting or individual IP addresses can be added for
each region.
Step 1 Execute the command;
change ip-network-region <n> (where <n>is the IP network region number to be monitored).
Step 2 Set the RTCP Reporting Enabled? field to y (yes) and the Use Default Server Parameters? field
to y (yes).
change i p- net wor k r egi on 1 Page 1 of 19
I P NETWORK REGI ON
Regi on: 1
Locat i on: 1 Aut hor i t at i ve Domai n:
Name: Regi on 1
MEDI A PARAMETERS I nt r a- r egi on I P- I P Di r ect Audi o: yes
Codec Set : 1 I nt r a- r egi on I P- I P Di r ect Audi o: yes
UDP Por t Mi n: 2048 I P audi o Hai r pi nni ng? y
UDP Por t Max: 65535
DI FFSERV/ TOS PARAMETERS RTCP Repor t i ng Enabl ed? y
Cal l Cont r ol PHB Val ue: 46 RTCP MONI TOR SERVER PARAMETERS
Audi o PHB Val ue: 46 Use Def aul t Ser ver Par amet er s? y
Vi deo PHB Val ue: 26
802. 1P/ Q PARAMETERS
Cal l Cont r ol 802. 1p Pr i or i t y: 6
Audi o 802. 1p Pr i or i t y: 6
Vi deo 802. 1p Pr i or i t y: 5 AUDI O RESOURCE RESERVATI ON PARAMETERS
H. 323 I P ENDPOI NTS RSVP Enabl ed? n
H. 323 Li nk Bounce Recover y? y
I dl e Tr af f i c I nt er val ( sec) : 20
Keep- Al i ve I nt er val ( sec) : 5
Keep- Al i ve Count : 5
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.

Page 22 of 64
Configure CDR Monitoring (Optional)
In order for PROGNOSIS VoIP Monitor to provide a full range of call metrics, the Avaya PBX needs to be
configured so that Call Detail Records (CDRs) are sent to the IP address of the VoIP Monitor server. This is an
optional setup, if CDRs are not configured the majority of call data will still be available to VoIP Monitor.
To enable CDRs use the procedures that are described in the following topics on the Avaya PBX.
Procedure to Add Node Names (page 23)
Procedure to Add an IP CDR Service (page 24)
Setting CDR System Parameters (page 25)
Intra-switch CDRs (page 26)
Trunk Groups (page 26)
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.

Preparing the PBX
Page 23 of 64
Procedure to Add Node Names
change node-names ip
change node- names i p Page 1 of 2
I P NODE NAMES
Name I P Addr ess Name I P Addr ess
cl an1 10. 1. 10. 21
cl an2 10. 1. 10. 22
def aul t 0. 0. 0. 0
medpr o1 10. 1. 10. 31
medpr o2 10. 1. 10. 32
pr ocr 10. 1. 10. 9
val l 10. 1. 10. 41
pr ognosi s 10. 1. 10. 105
Step 3 Complete the following fields:
Name, add a name which describes the Monitoring Server.
IP Address, add the IP address of the Monitoring Server.
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 24 of 64
Procedure to Add an IP CDR Service
The following steps will define the CDR link.
change ip-services
change i p ser vi ces Page 1 of 4
I P SERVI CES
Ser vi ce Enabl ed Local Local Remot e Remot e
Type Node Por t Node Por t
CDR1 cl an1 0 pr ognosi s 50000
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'.
change i p ser vi ces Page 3 of 4
SESSI ON LAYER TI MERS
Ser vi ce Rel i abl e Packet Resp Sessi on Connect SPDU Connect i vi t y
Type Pr ot ocol Ti mer Message Cnt r Cnt r Ti mer
CDR1 n 30 3 3 60

Preparing the PBX
Page 25 of 64
Setting CDR System Parameters
The CDR SYSTEM PARAMETERS form of the Avaya SAT program should be set up with the required
parameters for the type of calls to track and the format of the CDR data.
change system-parameters cdr
change syst empar amet er s cdr Page 1 of 1
CDR SYSTEM PARAMETERS
Node Number : ( Local PBX I D) CDR Dat e For mat : mont h/ day
Pr i mar y Out put For mat : unf or mat t ed Pr i mar y Out put Endpoi nt : CDR1
Secondar y Out put For mat : Secondar y Out put Endpoi nt :
Use I SDN Layout s? n Enabl e CDR St or age on Di sk? n
Use Enhanced For mat s? n Condi t i on Code ' T' For Redi r ect ed Cal l s: n
Use Legacy CDR For mat s? y Remove # Fr omCal l ed Number ? n
Modi f i ed Ci r cui t I D Di spl ay? n I nt r a- swi t ch CDR? y
Recor d Out goi ng Cal l s Onl y? n Out g Tr k Cal l Spl i t t i ng? y
Suppr ess CDR f or i nef f ect i ve Cal l At t empt s? y Out g At t d Cal l Recor d? y
Di sconnect I nf or mat i on i n Pl ace of FRL? n I nt er wor ki ng Feat - f l ag? n
For ce Ent r y of Acct Code f or Cal l s Mar ked on Tol l Anal ysi s For m? n
Cal l s t o Hunt Gr oup - Recor d: member - ext
Recor d Cal l ed Vect or Di r ect or y Number I nst ead of Gr oup or Member ? n
Recor d Agent I D on I ncomi ng? n Recor d Agent I D on Out goi ng? y
I nc Tr k Cal l Spl i t t i ng? n
Recor d Non- Cal l Assoc TSC? n Cal l Recor d Handl i ng Opt i on: war ni ng
Recor d Cal l - Assoc TSC? n Di gi t s t o Recor d f or Out goi ng Cal l s: di al ed
Pr i vacy - Di gi t s t o Hi de: 0 CDR Account Code Lengt h: 15
Step 2 The following settings are recommended:
CDR Date Format: month/day
Primary Output Format: unformatted
Primary Output Endpoint: CDR1
Step 3 The following parameters define the type of calls that will be recorded and what data will be included
in the record.
Use Legacy CDR Formats? y
Specifies the use of the Avaya Communication Manager 3.x ('legacy') formats in the CDR records
produced by the system.
Intra-switch CDR: y
If CDRs are required for intra-PBX calls, then the 'Intra-switch CDR?' option must be set to 'y'. This
setting allows call records for internal calls involving specific stations. Those stations must be
specified in the INTRA-SWITCH-CDR form.
Record Outgoing Calls Only? n
Allows incoming trunk calls to appear in the CDR records along with the outgoing trunk calls.
Outg Trk Call Splitting? y
Allows a separate call record for any portion of an outgoing call that is transferred or conferenced.
Inc Trk Call Splitting? n
This will disallow a separate call record for any portion of an incoming call that is transferred or
conferenced.
This is the recommended PBX setting, although setting 'n' to all options is also possible. By using these
recommended settings CDRs will be sent for most types of calls (conference calls, transfers, attendant) and
intra-switch. Unless there is a requirement for any other particular option, the default should be 'n'.

Page 26 of 64
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.
change intra-switch-cdr
change i nt r a- swi t ch- cdr Page 1 of 3
I NTRA- SWI TCH CDR

Assi gned Member s: 6 of 4000 admi ni st er ed
Ext ensi on Ext ensi on Ext ensi on Ext ensi on
3001
3002
3003
3004
3005
3006
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.
change trunk-group <n> (where <n>is the trunk group number)
change t r unk- gr oup 1 Page 1 of 21
TRUNK GROUP
Gr oup Number : 1 Gr oup Type: i sdn CDR Repor t s: y
Gr oup Name: Bondi H. 323 COR: 1 TN: 1 TAC: 501
Di r ect i on: t wo- way Out goi ng Di spl ay? y Car r i er Medi um: H. 323
Di al Access? n Busy Thr eshol d: 255 Ni ght Ser vi ce:
Queue Lengt h: 0
Ser vi ce Type: t i e Aut h Code? n Test Cal l I TC: r est
Far End Test Li ne No:
Test Cal l BCC: 4
Step 2 Check that the CDR Reports field is set to 'y'.
Step 3 Repeat for all trunk groups to be reported.

Page 27 of 64
Installing VoIP Monitor
Page 28 of 64
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.

Select the Next button to continue.
Page 29 of 64

Step 2 End-User License Agreement
Carefully read and then acknowledge the VoIP Monitor license agreement.

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 30 of 64

Step 3 License Key
The installation will now request the VoIP Monitor license key information.

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.

When completed select the Next button to continue.
Page 31 of 64

Step 4 Destination Folder
This dialog box is used to assign the folder path where this copy of VoIP Monitor will be installed.

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 32 of 64

Step 5 Ready to Install PROGNOSIS VoIP Monitor
The setup has now gathered enough information in order to start the installation. This dialog
provides the options to either start copying the files, go back and change any settings or cancel the
installation.

To continue with the installation select the I nstall button.
Page 33 of 64

Step 6 Installing PROGNOSIS VoIP Monitor
The installation will now commence and the following dialog will display showing a progress bar
representing the status of the installation.

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.
Page 34 of 64

Step 7 Installation Complete
This final dialog confirms that the installation is complete.

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.

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Configuring VoIP Monitor
Page 36 of 64
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 37 of 64
Initial Configuration Setup
The Configuration tool is used to setup PROGNOSIS VoIP Monitor so that it can access the Avaya PBXs that
are to be monitored. This tool will be displayed automatically after the installation of VoIP Monitor so that you
can quickly complete the initial setup and start monitoring your Avaya IP telephony environment without delay.
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 38 of 64
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.
The PROGNOSIS Server page consists of the following fields:
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 39 of 64
Alerts via email
VoIP Monitor can be configured to send alert messages to a selected email address. See the 'How to set
up Alerts (page 55)' section for details.
Server - Key (L)
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'.
From - Key (M)
Add a sender email address in the format <sendername>@<domainname>. This will be shown in the
'From' field of the dispatched email alert messages.
To - Key (N)
Add the required destination email address to where the alert messages will be sent. Only one 'To' email
address can be added.
Alerts via SNMP trap
VoIP Monitor can also be configured to send alert messages via SNMP Traps. See the 'How to set up
Alerts (page 55)' section for details.
Destination - Key (O)
Name or IP address plus port number for the node where the SNMP Trap will be sent.
Community name - Key (P)
Input or select the applicable SNMP Community name. The Community name is used to identify the group
that the destination device belongs to.
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 40 of 64
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.

The License page consists of the following fields:
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.
Page 41 of 64

Page 42 of 64
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

Page 43 of 64
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.


The VoIP Monitor page consists of the following fields:
'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 44 of 64

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 J itter 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
J itter is the variation in time (milliseconds) between packets arriving caused by network congestions, timing
drift or route deviation. A J itter buffer which temporarily stores arriving packets is often used in order to
minimize delay variations and J itter will only affect the QoS once it becomes greater than the J itter buffer.
The lower the J itter, 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 J itter 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 45 of 64

Buttons

Page 46 of 64
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.


The Avaya PBX page consists of the following fields:
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.
Page 47 of 64
Device Type - Key (B)
The drop-down list box adjacent to the Name field is used to select the device 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.
Site Key (C)
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.
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.
Call Detail Records
Format - Key (I)
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 - Key (J )
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 'day/month (dd-mm) then this should be changed on this field of the VoIP Monitor
configuration.
Time zone - Key (K)
This is the time zone that has been set for the PBX.
Buttons

Page 48 of 64
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 49 of 64
How to Add a PBX
After the initial PBX has been configured on PROGNOSIS VoIP Monitor further PBXs can be added through
the Configuration tool by using the following procedure.
Procedure
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.


Page 50 of 64

Step 4 Complete the following fields:
Name
The name given to the device. No blank spaces are permitted in the Name field; for example use,
North_Sydney. The adjacent drop-down list box is used to select the device type, i.e. PBX,
DEFINITY or LEGACY.
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.

Page 51 of 64
How to Delete a PBX
After a PBX has been added to PROGNOSIS VoIP Monitor it can be removed, if required, through the
Configuration tool. To remove the PBX use the following procedure.
Procedure
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.

Step 3 Click the Remove this PBX button.
Step 4 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.

Page 52 of 64
How to Obtain a New License Key
It may be necessary at times to update your PROGNOSIS VoIP Monitor license key. This could be in the case
of enabling new features or adding extra phones. A new license key can be obtained from the registration page
of the VoIP Monitor web site.
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 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).

Page 53 of 64
How to Apply a New License Key
After a new license key has been received, see Obtaining a New License Key (page 52), it is then necessary to
apply the new license to the PROGNOSIS VoIP Monitor software. To do this, use the following procedure.
Procedure
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.

Page 54 of 64
How to Obtain Software Updates
From time to time updates may be made available for the PROGNOSIS VoIP Monitor software. In order to
check and, if necessary, install the latest updates use the following procedure.
Procedure
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 55 of 64
How to Set Up Alerts
PROGNOSIS VoIP Monitor can automatically generate email messages and SNMP Traps to nominated
destinations when potential error situations are detected. These error situations are defined by the various
Threshold Conditions that are supplied with VoIP Monitor. Details of these Threshold Conditions can be found
in the Online Help of the VoIP Monitor User Interface in the Threshold and Alerts section.
To set up the alert destinations, go to the Configuration Tool and open the PROGNOSIS Server tab.

Complete the dialog box with the following information.
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.
Page 56 of 64

Fr om: voi pal er t s@acme. com[ mai l t o: j ohnsmi t h@acme. com]
Sent : Thur sday, 2 Apr i l 2009 9: 17 AM
To: Syst emAdmi ni st r at or
Subj ect : Avaya_Al er t : \ AVAYA- PBX SAT connect i on l ost

Avaya_Al er t : \ AVAYA- PBX SAT connect i on l ost

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.

Page 57 of 64
Uninstalling VoIP Monitor
Page 58 of 64
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 59 of 64
Technical Support
Page 60 of 64
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

Page 61 of 64
Index
A
Add............................................................. 24, 49
PBX............................................................... 49
Procedure...................................................... 24
Add Node Names.............................................. 23
Procedure...................................................... 23
Apply................................................................. 53
New License Key........................................... 53
Avaya.................................................... 17, 18, 19
Avaya PBX........................................................ 46
C
CDR System Parameters.................................. 25
Setting........................................................... 25
Check List......................................................... 12
Configuration............................. 38, 40, 42, 43, 46
Configuration Guide.......................................... 36
Configure CDR Monitoring................................ 22
Configure RTCP Monitoring.............................. 20
Configure SAT User Profile............................... 17
Create Login Account ................................. 18, 19
D
Delete ............................................................... 51
PBX............................................................... 51
I
Initial Configuration Setup................................. 37
Installation Procedure....................................... 28
Intra-switch CDRs .............................................26
Introduction.........................................................5
IP CDR Service.................................................24
L
License..............................................................40
License Key ......................................................10
N
New License Key........................................52, 53
Apply.............................................................53
Obtain............................................................52
O
Obtain...............................................................52
New License Key...........................................52
Obtain Software Updates..................................54
Overview...........................................................36
P
PBX.......................................................16, 49, 51
Add................................................................49
Delete............................................................51
Preparing.......................................................16
Preparing ..........................................................16
PBX...............................................................16
Prerequisites.....................................................11
Procedure ...................................................23, 24
Add................................................................24
Add Node Names ..........................................23
Page 62 of 64
PROGNOSIS Server......................................... 38
S
Set Up Alerts..................................................... 55
Setting............................................................... 25
CDR System Parameters.............................. 25
Start.................................................................. 48
Stop Services.................................................... 48
Supported Platforms ........................................... 9
System Requirements......................................... 8
T
Technical Support.............................................60
Trunk Groups....................................................26
U
Uninstall Procedure...........................................58
Update ..............................................................42
V
VoIP Monitor .....................................................43

Page 63 of 64

VoIP Monitor - Install and Config Guide

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