| Oracle® Voicemail & Fax Administrator's Guide 10g Release 1 (10.1.1) Part Number B14496-03 |
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View PDF |
| Oracle® Voicemail & Fax Administrator's Guide 10g Release 1 (10.1.1) Part Number B14496-03 |
|
|
View PDF |
This chapter discusses how to use Enterprise Manager Grid Control to monitor the performance of the Oracle Voicemail & Fax system, including the overall status of the system, the primary Voicemail & Fax features, and different measures of user satisfaction. It describes how to set up metrics notifications and how to troubleshoot when metrics reach undesirable levels.
You can get an overview of the overall status of the Oracle Voicemail & Fax system from the Voicemail & Fax home page. Refer to the metrics in the General section of the page.
Use the Status metric to see if any instances of any services are down. Status is Up when all PBX-Application Clusters are up. If one or more clusters are down, the Status is Down. For a PBX-Application Cluster to be up, all Voicemail & Fax Applications that are associated with that PBX-Application Cluster must be up. For a Voicemail & Fax Application to be up, at least one instance of each service must be up.
Note:
The status of the Telephony Server is not included in the Status metric. Therefore, if the server is down, even though Status may display Up, there is no functioning Voicemail & Fax Application. To check the status of the Telephony Server, navigate to the Voicemail & Fax Application home page.The Retrieval, Recording, and Inbound Fax metrics monitor the status of the most important Voicemail & Fax features. To get further detail metrics, navigate to the All Metrics page for the relevant Voicemail & Fax Application.
The Retrieval metric monitors the services required to retrieve voicemail messages from the Oracle Collaboration Suite Database. It has a status of Up when the following is true:
There are one or more running instances of each of the following services for each Voicemail & Fax Application for each PBX-Application Cluster: Routing, Retrieval, and SMDI Monitor (if enabled).
The Telephony Server is running.
Oracle Internet Directory is running.
All Collaboration Suite Databases are running.
The Recording metric monitors the services required to record voicemail messages. It has a status of Up when the following is true:
There are one or more running instances of each of the following services for each Voicemail & Fax Application for each PBX-Application Cluster: Routing, Recording, and SMDI Monitor (if enabled).
The Telephony Server is running.
Inbound Fax monitors the services associated with receiving fax messages. It has a status of Up when the following is true:
There are one or more running instances of each of the following services for each Voicemail & Fax Application for each PBX-Application Cluster: Routing, Fax Receiving, and SMDI Monitor, if it is enabled.
The Telephony Server is running.
While the Status metric in the General section monitors all Voicemail & Fax services, the Retrieval, Recording, and Inbound Fax metrics only track a subset of these services that are required for the feature to be running. In addition, the feature availability metrics track any required dependent services including the Telephony Server and, in the case of the Retrieval feature, the Oracle Internet Directory and the Collaboration Suite Databases. Consequently, Status may be Up, but Retrieval, Recording, and Inbound Fax feature availability may be Down. This would occur if the required Voicemail & Fax services are running, but one or more of the dependent services are down.
To get further detail metrics on the Internet Directory and Collaboration Suite Databases, navigate to the All Metrics page for the relevant Voicemail & Fax Application.
If the feature availability metrics are up, but Status is Down, then this means that the required services for at least one Voicemail & Fax Application is running, but the performance may be poor or unacceptable because one or more instances are down.
Use the Highest PBX-Application Cluster Response Times graph to monitor two important measures of user satisfaction: average response time to hear the voicemail system greeting once a user has successfully logged in and average response time to hear a voicemail message. For additional performance measures, go to the Voicemail & Fax performance page.
Once you have determined that there is a problem with a service, use the Components table to navigate to the instance of the service that is down. Click on the instance to navigate to the home page for that service.
The metrics on the Voicemail & Fax home page give you a high-level overview of the status of your Voicemail & Fax system. To get further information about a problem, you need to access the detail metrics on the All Metrics pages.
To navigate to the All Metrics page:
From the Voicemail & Fax home page, use the Components table to identify the problematic PBX-Application Cluster.
Navigate to the PBX-Application Cluster by clicking the PBX-Application Cluster in the Components table.
Identify the problematic Voicemail & Fax Application, and click the Voicemail & Fax Application in the Components table.
In the Voicemail & Fax Application home page, click the All Metrics link at the bottom of the page.
On the All Metrics page, click the relevant link to get more details about the service.
The following metrics are monitored at each level in the hierarchy. You can use the information to track the overall response times in your system and to identify which Voicemail & Fax Applications in your system require tuning. The following metrics are tracked on the performance pages at the Voicemail & Fax, PBX-Application Cluster, and Voicemail & Fax Application levels.
After the user enters his or her password, the voicemail system responds with a count of the user's messages ("You have n new voicemail messages, n saved voicemail messages, n new e-mail messages, and n new fax messages"). Login response shows the average length of time, in milliseconds, between the time the password is accepted and the voicemail system responds with the message count.
When a call is not answered, it is automatically forwarded to the voicemail system. Then the voicemail system responds with a prompt, for example, "You have reached person's name. Please leave a message at the tone." Greeting response shows the length of time, in milliseconds, between the voicemail system picking up the call and the start of the greeting.
A voicemail user chooses the option to hear his or her messages, and the voicemail system retrieves and plays the message. Message play time is the length of time, in milliseconds, between when the user chooses to hear the message and when the message starts playing.
After the voicemail system responds with a count of the user's messages, it then plays the Message Menu ("To record a message, press 1, to retrieve a message, press 2, ..."). The menu play time is the length of time, in milliseconds, it takes to play the Message Menu after the message count is played.
Once a caller confirms that he or she has completed recording a message, the message is sent to the called party's mailbox, at which point the message can be retrieved. Message delivery is the length of time, in seconds, between the caller's confirmation and the point at which the message is deposited into the user's account.
The metrics at each level of the hierarchy are a summary of the components below it. The following describes how the metrics are calculated at each level.
Voicemail & Fax Performance Page
Each line on each graph shows the averages for a specific PBX-Application Cluster. The formula below describes how this average is calculated:
PBX-Application Cluster Average = [Average (Voicemail & Fax Application 1) + Average (Voicemail & Fax Application 2) + Average (Voicemail & Fax Application n)] / number of instances
PBX-Application Cluster Performance Page
Each line on each graph shows the averages for a specific Voicemail & Fax Application. The formula below describes how the average is calculated:
Voicemail & Fax Application Average = [Average (Instance 1) + Average (Instance 2) + Average (Instance n)] / number of instances
Voicemail & Fax Application Performance Page
The performance page provides summary metrics about the particular Voicemail & Fax Application. Averages for each service are calculated by averaging the service instance values. The formula below describes how the average is calculated:
[Average (Instance 1) + Average (Instance 2) + Average (Instance n)] /number of instances
If the Message Play Time is too long, the network connection to the Oracle Collaboration Suite Database may be slow. To improve the Oracle Voicemail & Fax connections to the database, check the bandwidth of the network. If the delay is due to the distance between the Voicemail & Fax Server and the database, then try adjusting the size of the data that is passed between the Voicemail & Fax Server and the database. To adjust the parameter that manages the data size, navigate to the Voicemail & Fax Application administration page. In the Database Buffers section, adjust the size of the Collaboration Suite Database Read Buffer Size parameter. If that does not improve the delay sufficiently, you may need to consider adding another database closer to the server.
If the Greeting Response Time is too long, the Oracle Internet Directory may not be working correctly or the network connection to the Oracle Internet Directory may be slow. To verify this, you need to perform some basic searches against the Oracle Internet Directory using a command-line tool such as ldapsearch. See the Oracle Internet Directory Administrator's Guide for more information on this tool. If the delay is due to the network distance, first consider increasing the network capacity, and then consider locating a replicated Oracle Internet Directory near the Voicemail & Fax Server.
If Message Delivery Time is too long, check to see that there are enough SMTP processes to handle the traffic, and add additional processes as needed.
You can monitor the status of the Telephony Server on the Telephony Server home page. You can get the number of calls currently being handled by the server (Active Calls) and the total number of calls that the server has handled since it was last started (Total Calls).
To navigate to the Telephony Server page:
Navigate to the Voicemail & Fax Application home page.
In the General section, click the Telephony Server link.
Note:
Do not confuse the Telephony Server home page with the home page for the Telephony Monitor Service. The Telephony Monitor Service monitors the Telephony Server and reports on its status and performance.Active calls is the total number of concurrent telephony calls handled by the Telephony Server at the time of the sampling. This metric is an overall indicator of the usage of the Voicemail & Fax system.
You can be notified when a metric for a target reaches a particular threshold. You can set thresholds for Voicemail & Fax Application metrics or for any of the Oracle Voicemail & Fax services. In most instances, the most useful alerts will be set on metrics at the application level.
To set up notifications:
Scroll down any Voicemail & Fax Application page to the Related Links section and click Manage Metrics.
On the Manage Metrics page, specify the critical or warning threshold for the metric.
Click the Preferences global link.
If you want to be notified through an e-mail, click General on the Preferences menu and specify the e-mail address.
Click Notification Rules on the Preferences menu.
Set up the rules specifying the targets and the conditions under which you want to be notified.
See Oracle Enterprise Manager Advanced Configuration for more information on configuring notifications.
