The Lotus Sametime Unified Telephony-Trace Manager (TM) is an application that allows for the collection of Lotus Sametime Unified Telephony trace data, RG8700 data, Branch data and Phone Quality of Service (QoS) data. It also allows for the identification of specific trace files that can be used for analysis and troubleshooting of Lotus Sametime Unified Telephony, RG8700, Branch and Phone QoS problems.
The Lotus Sametime Unified Telephony-Trace Manager will be installed on a server that is owned and operated by customer or SEN service.
In most cases this would be a SESAP server unless service made a decision to bring-in another dedicated server for TM.
Collect Trace Files from the Lotus Sametime Unified Telephony, RG8700, Branch and collect Phone QoS data
Export trace file via FTP or SFTP from the Lotus Sametime Unified Telephony system to the TM server.
Export trace file via SFTP from the Branch system to the TM server.
Export trace file via FTP from the RG8700 system to the TM server.
Export trace file or log via FTP from an OpenStage phone to the TM server.
Parse RTT Trace data and store Index information in a SQL Database
Generate Index and CAP files
Provide a Web based UI (FADE) that allows for the search of select trace files using filter criteria
Filter traces by Data, Time, DNs, CallIDs
Provide easy interface to invoke client analysis tools
The data collected with the Trace Manager will be used only for the handling of error tickets and will be deleted immediately after solving the problem.
SEN service staff is educated based on the guidelines for information security and data privacy. Regularly updates will be performed.
Benefits of Trace Management Portal
Currently, TM collects stored data from specific components of a network namely the Lotus Sametime Unified Telephony system, Branch, Phones and RG8700 Gateways. The advantage of TM is the availability of all data regarding a particular problem all at once. This expedites the analysis and diagnosis of the root cause of the problem.
Service Tool Architecture
Trace Manager enhances the existing onboard tools through the capability to collect and correlate 24*7 trace files of the Lotus Sametime Unified Telephony Solution (Telephony Control Server, Gateway and OpenStage Phones).
Data collection comprises the start/stop of tracing, start continuous trace for a limited amount of time, start/stop of trace file copy, set trace file copy data, retrieve of traces from both nodes.
Data storage and management function is executed from DIPAZ tool for following tasks: The storage of trace information of all Lotus Sametime Unified Telephony activities on the maintenance server within the customer network, generation and storage of PCAP file containing Ethereal readable list of external messages, generation and storage of index file, deletion of old trace files (so called aging), to prevent certain trace files from deletion (so called freeze), QoS data from phone traps and SIP BYE traces to SQL database.
Data Display, Selection, Analysis and Export
Data selection, data display and analysis, data export for compressed trace files, QoS files, index files, PCAP, export via email or FTP/SFTP and the option to continuously filter and send trace data in the background FADE tool is used by end users and administrators.
General User Tasks for Trace Management
Users must login to the TMP with their respective user id and password. Users are authorized to change and reset their password.
TM (Lotus Sametime Unified Telephony-Trace Management) System Views
A view is the access to the trace data processed for a particular system. Four views are currently active: Home, Telephony Control Server, RG8700, and Branch. In addition, an administrator also has access to some more views.
Working with Graphs
Each line on the graph represents a Key Performance Indicator and has a unique color. The x-axis, always represents the date and time an event occurred. The y-axis, varies from graph to graph. See each graph’s description for detailed information. The navigation frame to the left on the Graph screen allows the user to change the filtering parameters for the data to plot.
Lotus Sametime Unified Telephony System Graphs
The system graphs display quasi-real-time charts of KPIs (Key Performance Indicator) for the integrated Lotus Sametime Unified Telephony node.
Branch Performance Data Display
Calls to a branch (terminating) are sent from the Telephony Control Server switch Telephony Control Server either directly to the gateway (for off-net calls) or to the OpenBranch (for on-net calls and, optionally, off-net-calls). Calls from a branch (originating) are sent from the OpenBranch to the Telephony Control Server.
Lotus Sametime Unified Telephony Resource Graphs
The Resource graphs display quasi-real-time charts Resource usage and Performance counters for the Lotus Sametime Unified Telephony system.
Filtering Trace Data
Data from Lotus Sametime Unified Telephony-Trace Management are filtered by default settings for filter.
File Handling Option
The file handling options provide instructions on how to open or transfer trace files for further analysis.
The purpose of the RTT Call Analyzer is to correlate call trace records into individual call records and provide a number of display options for analyzing and reporting the data. The Call Analyzer relies on the properly decoded output of the oprtt_msg_filter to perform this analysis.
Troubleshooting the Trace Manager
Problems with the Sametime Unified Telephony Trace Manager should be reported via the ICTS system to your Sametime Unified Telephony service provider.
Administration Tasks for Trace Management
These tasks need extra, special permissions and should be exeuted by administrators.