Collaborate

The Collaborate suite of products provides a comprehensive monitoring solution for a wide range of unified communications environments, including Avaya, Cisco and Microsoft. In addition, the monitoring of various Session Border Controllers is also available.

Details of the various vendor products currently supported by Collaborate are provided in this part of the documentation.

Choose the Vendor

Common Information for all Vendors

Collaborate Editions

Collaborate solutions based the Prognosis server are available in two editions, Enterprise and Service Provider, that provide unified communications and real-time collaboration monitoring solutions tailored for specific environments. The 'Enterprise' edition provides management, monitoring, and analytics for a single enterprise customer environment while the 'Service Provider' edition is tailored specifically for Managed Service Providers (MSP) that manage multiple enterprise customer environments on behalf of other organizations.

The following table provides an overview of the features that are available with each 'Edition':

Features

Enterprise Edition

Service Provider Edition

Number of Prognosis servers

Unlimited

Unlimited

Number of monitored PBXs

Unlimited

Unlimited

Number of users

Unlimited

Unlimited

Multi-vendor UC ecosystems

(tick)

(tick)

Gateways, trunks, boards and ports monitoring

(tick)

(tick)

HTML5 mobile friendly interface

(tick)

(tick)

Searchable ecosystem

(tick)

(tick)

Voice Quality 360

(tick)

(tick)

Role-based secure access

(tick)

(tick)

Soft phone host metrics

(tick)

(tick)

IM and Presence

(tick)

(tick)

Unified Messaging

(tick)(tick)

DMZ and Cloud deployment options

(tick)

(tick)

MOM and Ticketing integration

(tick)

(tick)

Customizable dashboard 'mashups'

(tick)

(tick)

Fully featured customizable Displays

(tick)

(tick)

Customizable alerts and thresholds

(tick)

(tick)

Windows Client

(tick)

(tick)

SNMP device monitoring

(tick)

(tick)

Prognosis platform solutions

(tick)

(tick)

Prognosis API

(tick)

(tick)

Prognosis Connect

(error)

(tick)

NAT Support

(error)

(tick)

Multi-tenancy

(error)

(tick)

Customer Portal

(error)

(tick)

Optional Modules (1)



SBC/SIP Management

(tick)

(tick)

Contact Center

(tick)

(tick)

Video Conferencing

(tick)(tick)

Call Recording Assurance

(tick)(tick)

Path Insight (Network Troubleshooting)

(tick)

(tick)

High Availability

(tick)(tick)
(1) Optional modules are not automatically included with each Collaborate installation, please refer to your IR Sales Manager for details.

Collaborate License Enforcement

Collaborate uses license enforcement with the Unified Communications product range, this is based upon the number of users in the UC environment being monitored. If Prognosis is run without the correct Collaborate product(s) license, alerts will be raised once a day after the license has been exceeded.

Unless a new valid license is provided, the following actions will take effect:

  • After 14 days the Web Application will be disabled.

  • After 28 days the Monitoring Server will shut down. This will result in data no longer being collected and subsequent data loss.

Messages regarding license degradation will also be sent to the WVLOG file.

If license degradation alerts are received, please contact your IR account manager to organize a new license to cater for the increased number of endpoint users.

System Monitoring for Collaborate

Collaborate is multi-vendor software product which is designed to provide a comprehensive monitoring and management platform for Unified Communications (UC) environments. It does this by collecting data, filtering it as required and then presenting it in a 'user-friendly' format, all in 'real-time'. Additional functions allow for data to be collected into databases for further analysis and reporting, generating alerts when predefined conditions are exceeded, and automatically running commands to rectify system problems.

Collaborate comes with a wide range of records and collectors that are used to gather a vast amount of data from a range of supported vendor products.

Collaborate also comes with a selection of pre-packaged Displays that provide logical easy-to-use graphical representations of this collected data. The Displays for Unified Communications environments can be accessed through the Navigation panels and the initial All PBXs Display of the All PBXs Display for Collaborate. In addition, this data can also be viewed through the Displays in the Windows Client and Web Application which can be accessed through the initial Unified Communications and Collaboration Central Display.

Collaborate can be configured to collect large amounts of data from the Avaya Aura CM, Avaya CS1000, Cisco and/or Microsoft networks. The impact of what is displayed, saved in databases or monitored with thresholds needs to be understood. The pre-packaged Displays, Thresholds and Databases have been developed to minimize any impact on the network and are designed to scale to multiple PBXs and clusters. However, a number of Displays include warnings if they have the potential to adversely impact on network performance. It is recommended to only use these Displays for short durations, in order to diagnose problems that may be severely impacting the Unified Communications environment.

MOS Calculations for Collaborate

Collaborate provides Mean Opinion Score (MOS) values for monitored calls in a VoIP environment. To do this, Collaborate uses 2 different algorithms depending on the vendor:

Microsoft Skype for Business (not including Microsoft Teams)

The MOS rating is determined by an IR proprietary algorithm that factors in the applicable Codec being used by each Skype call. This MOS rating is then used by visual alarms in the various Collaborate Displays.

The Codecs used include:

Codec

Unacceptable

Poor Rating

Fair Rating

Good Rating

G.711

< 2.95

2.95 - 3.30

3.30 - 3.5

> 3.5

RTAudio

< 3.3

3.3 - 3.6

3.6 - 3.8

> 3.8

SilkWide

< 3.5

3.5 - 3.8

3.8 - 4.0

> 4.0

G.723 - Exchange UM

< 2.15

2.15 - 2.41

2.41 - 2.7

> 2.7

G.722/G.722.1

< 3.5

3.5 - 3.8

3.8 - 4.0

> 4.0

Siren

< 2.95

2.95 - 3.30

3.30 - 3.5

> 3.5

G.726

< 2.95

2.95 - 3.30

3.30 - 3.5

> 3.5

If a Codec is not in the above list, then the G.711 Codec will be assumed for the calculation.

All Other Vendors, including Microsoft Teams

Collaborate uses an algorithm based on the ITU-T E Model. The MOS values produced are compared to the ITU-T E-Model for varying latency or packet loss.

MOS Definition

The quality of a call carried over a particular telephony system is ultimately a subjective determination. In other words, someone has to listen to the voice sent across the network and express an opinion as to whether it is of acceptable quality. MOS ranging from 0 (worst) to 5 (best) is one such subjective measurement of voice quality. It is based upon ratings of call quality by a number of listeners who are read test sentences over the communications circuit. The arithmetic mean of the ratings is used to determine the MOS.

E-model from ITU-T

ITU-T (Telecommunication Standardization Sector of the International Telecommunication Union) published the G.107 recommendation giving the algorithm for the E-model as the common ITU-T Transmission Rating Model. The E-Model is a tool for estimating the user satisfaction of a narrowband, handset conversation, as perceived by the listener. It is used to predict how an average user would rate the voice quality of a phone call with known characterizing transmission parameters. The E-Model calculates the transmission rating factor (R-value), using the network impairment factors. Typical network impairment factors used in VoIP cable telephony are codecs, delay, jitter and packet loss. After computing the R-value based on the impairment factors, the R-value is converted into a MOS score. This computational model can be useful to transmission planners to help ensure that users will be satisfied with end-to-end transmission performance.

ITU-T G.113 also provides extra information relating to the equipment impairment factor (Ie) and packet-lost robustness factor (Bpl).

Full details of the ITU-T recommendations can be found on the ITU web site at: http://www.itu.int/publications/default.aspx

The Collaborate model for calculating MOS follows the ITU-T E Model with default parameters set as shown in the following table:

Nfor

Noise floor at the receive side

-64 dBmp

Nc

Circuit noise power from network

-70 dBm0p

SLR

Send Loudness Rating

8dB

RLR

Receive Loudness Rating

2dB

LSTR

Listener Sidetone Rating

18dB

Pr

Room Noise at the Receive Side

35 dB(A)

Ps

Room Noise at the Send Side

35 dB(A)

Ds

D-Value of Telephone, Send Side

3

STMR

Sidetone Masking Rating

15 dB

TELR

Talker Echo Loudness Rating

65 dB

qdu

Number of Quantization Distortion Units

1

WEPL

Weighted Echo Path Loss

110 dB

codec

Ie

Bpl

G.711 A-law

0

25.1

G.711 μ-law

0

25.1

G.729

10

19.0

G.729A

11

19.0

G.729AB

11

19.0

G.729B

10

19.0

Note that ITU has not defined the extension or technique for wideband code. Therefore, values for default parameters that correspond to G.711 are used for G.722, iLBC and OPUS calls for MOS calculations within Collaborate. Reporting using these parameters for wideband calls allows at least basic quality classifications to be carried out.

Theoretical Maximum MOS from E-Model

As described above, a set of default values for the various input parameters to E-Model are used. The only variables used for the MOS calculations are:

T – mean one-way delay

Ta – absolute delay

Tr – round-trip delay

Ppl - packet-lost probability

If all these parameters are set to zero, i.e. when there is simply no packet loss and no latency, the theoretical maximum MOS value for the various codecs are:

codec

Maximum MOS

G.711

4.41

G.729

4.14

G.729A

4.10

G.729AB

4.10

G.729B

4.14

ITU supplies a calculator for R-factor and MOS values, which can be found here: https://www.itu.int/ITU-T/2005-2008/com12/emodelv1/calcul.php. This calculator can be used to verify figures in the above tables 

Measurement of delay

Traditionally, in circuit switched networks, passive delay measures are estimated by looking for the echo reflected from the far-end hybrid. This is not possible within a VoIP network. The Collaborate model for calculating MOS estimates any passive delay as follows:

T = tenc + towtd + tdec

Tr = tenc + 2 * towtd + tdec

Ta = tenc + towtd + tdec

Where:

towtd is the one way transmission delay

tenc is the codec encoder delay set to (packetSize + 0.2*frameSize) + codecVariant

tdec is the decoding and jitter buffer delay set to (frameSize + jitter)

For the different codecs, values of codec encoder delay (tenc) for a 20ms packet size are given in the table below together with the default frame size:

Codec

FrameSize

codecVariant

tenc

G.711

0.125 (8kHz sample rate)

0

20ms

G.729

10

5ms

27ms

G.729A

10

5ms

27ms

G.729B

10

5ms

27ms

G.729AB

10

5ms

27ms

Using this estimation, the main input parameters to the MOS calculation are:

  • packet size

  • jitter

  • packet loss

  • latency

These values are read from:

This model only accepts packet loss from 0 - 20% and latency from 0 - 500ms which are the same boundaries set up in the ITU-T E-Model. The range of acceptable jitter is 0 - 250ms.

MOS values from ITU-T E-Model and Collaborate

With this modified E-Model implementation, analysis has been carried out to ensure that MOS values from the original ITU-T E-Model and Collaborate with various latency and packet loss values still have a tight correlation. The following tables show the results for G.711 calls with varying latency and packet loss values.

MOS Values with varying Packet Loss

Packet loss %

ITU

IPTM

0.00

4.41

4.41

0.10

4.40

4.38

0.20

4.40

4.38

0.30

4.39

4.37

0.40

4.38

4.36

0.50

4.37

4.35

0.60

4.36

4.34

0.70

4.35

4.33

0.80

4.35

4.33

0.90

4.34

4.32

1.00

4.33

4.31

1.10

4.32

4.30

1.20

4.31

4.29

1.30

4.30

4.28

1.40

4.29

4.27

1.50

4.28

4.26

1.60

4.27

4.25

1.70

4.26

4.24

1.80

4.25

4.23

1.90

4.24

4.22

2.00

4.24

4.21

2.10

4.23

4.20

2.20

4.22

4.19

2.30

4.20

4.18

2.40

4.19

4.17

2.50

4.19

4.16

2.60

4.18

4.15

2.70

4.17

4.14

2.80

4.16

4.13

2.90

4.15

4.12

3.00

4.14

4.11

3.10

4.13

4.10

3.20

4.11

4.09

3.30

4.10

4.08

3.40

4.09

4.07

3.50

4.08

4.06

3.60

4.07

4.04

3.70

4.06

4.03

3.80

4.05

4.02

3.90

4.04

4.01

4.00

4.03

4.00

4.10

4.02

3.99

4.20

4.01

3.98

4.30

4.00

3.97

4.40

3.99

3.96

4.50

3.98

3.95

4.60

3.97

3.94

4.70

3.95

3.93

4.80

3.95

3.92

4.90

3.93

3.91

5.00

3.92

3.89


MOS values with varying Latency

Latency (ms)

ITU

IPTM

0

4.41

4.41

10

4.40

4.39

20

4.40

4.38

30

4.39

4.38

40

4.38

4.37

50

4.38

4.37

60

4.37

4.36

70

4.37

4.36

80

4.37

4.35

90

4.36

4.35

100

4.36

4.34

110

4.35

4.34

120

4.35

4.33

130

4.34

4.32

140

4.33

4.31

150

4.33

4.30

160

4.32

4.28

170

4.30

4.25

180

4.28

4.22

190

4.26

4.18

200

4.22

4.14

210

4.19

4.09

220

4.14

4.04

230

4.09

3.99

240

4.05

3.93

250

3.99

3.88

260

3.94

3.82

270

3.89

3.77

280

3.83

3.71

290

3.77

3.66

300

3.72

3.61

310

3.67

3.55

320

3.61

3.50

330

3.56

3.45

340

3.51

3.40

350

3.45

3.35

360

3.40

3.30

370

3.35

3.26

380

3.31

3.21

390

3.27

3.17

400

3.12

3.12

410

3.17

3.08

420

3.13

3.04

430

3.08

3.00

440

3.05

2.96

450

3.01

2.93

460

2.97

2.89

470

2.93

2.86

480

2.90

2.82

490

2.86

2.82

500

2.83

2.82


MOS values with varying Jitter

A table and a graph showing the MOS values calculated using the Collaborate model for G.711 calls with varying Jitter is also included.

Jitter (ms)

IPTM

0

4.41

10

4.39

20

4.38

30

4.38

40

4.37

50

4.37

60

4.36

70

4.36

80

4.35

90

4.35

100

4.34

110

4.34

120

4.33

130

4.33

140

4.32

150

4.30

160

4.28

170

4.26

180

4.22

190

4.19

200

4.14

210

4.10

220

4.05

230

4.00

240

3.94

250

3.89

Call Recording Assurance

Call Recording Assurance (CRA) is the leading RegTech call recording compliance management solution.

Call Recording Assurance checks that all calls that are required to be recorded for legislation and regulatory purposes are actually recorded. It ensures financial or trading based businesses are compliant with call recording regulations and mitigates reputational risk. Ideally, it also checks whether the media file contains audible content.

Call Recording Assurance provides confidence that your organization is meeting your call recording obligations and minimizing the risk of fines or penalties to your organization while reducing costs and streamlining operations.

  • Minimize risk and penalties
    Have the confidence that your call recordings are meeting polices and requirements in real time, to minimize the exposure and risk of expensive litigation and regulatory penalties.
  • Streamline operations
    Quickly and easily validate your call recording obligations with automated reporting on call quality, accurate alerting and end-to-end visibility, giving you a single independent source of truth for calls, recordings, archiving, and auditing.

  • Reduce costs
    Fast, accurate troubleshooting and root-cause analysis allows you to avoid expensive outages, reduce mean-time-to-resolution, and accelerate problem investigation, saving time money and resources.

  • Have peace of mind 
    Ensure regulators are satisfied that the proper oversight is in place to prevent problems, resolve exposure quickly, and report problems quickly and accurately.

Reporting Advanced

Reporting Advanced is an add-on module that provides a broad range of reporting tools for the Collaborate product lines.

Reporting Advanced makes use of the Microsoft SQL Server toolset, which consists of SQL Server Integration Services and SQL Server Reporting Services. It can be used to satisfy a broad range of reporting requirements with out of the box report packs. It can also be used to generate reports using more advanced SQL queries and other functions to support custom requirements.

Reporting Advanced can scale to store billions of rows of data (many years worth) with the storage format providing a compromise between the efficiency of storage performance and ease of use. Data is constantly streamed to the Reporting Advanced database so that any transactions, calls or metrics will be available for reporting or search within minutes of being completed.

Reporting Advanced provides a solution that:

  • Allows data that is currently being captured to be compared with data from the past.
  • Provides a method of finding events that occurred seconds ago, months ago or even years ago.
  • Supplies access to data that can be used to find the root cause of problems.
  • Allows reporting on long term trends in key metrics.

Predefined report packs are available across the supported technologies to fulfill typical reporting requirements for Unified Communications and Contact Center. Reporting Advanced is flexible and dynamic to respond to individual reporting requirements based on customer needs, for example, Locations, Top N Listings, Numbers, Subnets and Service Level Calculations.

The following capabilities are available:

  • ‘Out-of-the-box’ reports that leverage metrics collected by Collaborate.
  • Scheduled and on demand reporting capabilities.
  • Capability to distribute reports automatically via email to predefined lists of recipients or saved to a file share.
  • New reports can be configured and generated easily using industry standards based on Microsoft SQL Server Reporting Services.
  • Reports that can be easily configured to display data in either graphical or tabular format.
  • Several Report formats are available allowing customized commentary to be added to each document (e.g. PDF, Word, Excel, HTML, CSV, XML).

The 'out-of-the-box' report packs can be extended to address specific reporting needs. Using the packaged reports and the underlying stored procedures as a basis, the built-in SQL Reporting Services Report Builder can be used to copy and modify existing reports, or create entirely new ones. To assist with this, the schema for the data models is available. More details on using the SSRS Report Builder can be found in the Microsoft documentation and tutorials.

Setup and Usage

Reporting Advanced Solutions

Path Insight

This feature is an add-on facility for Collaborate, it provides network path insight functionality through a third-party solution. It uses SNMP read-only access to collect the required information from the switches, routers and gateways being monitored. This feature is available across the Avaya, Microsoft and Cisco vendor products but only when using the Web Application.

This page provides a brief overview of the Path Insight product. However, further details can be obtained from the Path Insight User Guide, please select the User Guide matching the installed Path Insight version:

Path Insight Version 9:IR Path Insight User Guide v9
Path Insight Version 10:IR Path Insight User Guide v10
Path Insight Version 11:IR Path Insight User Guide v11

Choose the Product

Network Devices

The Network Devices component provides monitoring for the following devices:
  • Cisco® PSTN (standalone) Gateways
    That is, those Gateways that are not used in conjunction with Cisco Unified Communications Manager or where Gateways are added as SIP trunks. This monitoring includes the status of the various PSTN interfaces and SIP traffic statistics.

  • Audiocodes Gateways
    Collaborate can be set up to provide basic CPU, memory and hardware environment statistics on various AudioCodes gateways.
  • Cisco IOS Routers
    Collaborate can be set up to provide basic CPU, memory and hardware environment statistics on various Cisco IOS devices.

Session Border Controllers

Session Border Controllers (SBC) are devices or applications that are used to control real-time session traffic at the signaling, call control, and packet layers as they cross borders between IP networks or between network segments. They admit sessions and, where necessary, reject sessions in order to protect the network from 'denial of service' (DoS) attacks and sudden spikes in congestion. A session is any real-time voice, video, presence, instant messaging or multimedia collaboration session using IP session-layer signaling protocols, such as SIP or H.323. In addition, SBCs may also be used to perform a range of call-control functions that help to reduce the load on other devices within the IP environment, these might include; Quality of Service (QoS) functions, policy-based routing and signaling protocol interworking.

SBC monitoring provides System Administrators easy access to see the status of each SBC device in the environment together with details of the real-time session traffic that is being processed. At present the following SBC vendor devices are supported:

  • Oracle SBCs

  • Avaya Session Border Controller for Enterprise

  • Cisco Unified Border Element (CUBE) SBCs

  • Ribbon devices

  • AudioCodes Mediant SBC models.

For details of the specific vendor models that are currently supported, please go to the Supported Products for Collaborate.

Syslog Messages

Syslog is a widely used standard for message logging. It is used for computer management and security auditing as well as for general information, analysis and debugging messages. Syslog is supported by a wide variety of devices across multiple platforms and has become the standard logging solution on various systems.

The SYSLOG Record is used to hold the messages received by the Syslog Collector. The Syslog Collector (irsyslogcol.exe) runs on the Monitoring Server and is used to collect Syslog messages containing status and diagnostic information from monitored devices. If the environment consists of multiple Monitoring Servers, then for scalability, the collection of Syslog messages should be spread across all servers. To do this, each Monitoring Server should be set up to receive Syslog messages only for the systems being directly monitored by that server.

A technique of 'Device Matching' is used to automatically tag messages with details of the device that they came from; i.e. Device name, Cluster name, Vendor, Type, Customer and Site. This is done automatically for some vendor devices that are monitored, e.g. Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC) and SBC. 'Device Matching' populates the SYSLOG Record with this information from the following sources:

  • PrognosisNode (PNODES) Record

  • CallManagerGateway (CMGATEWY) Record

  • CISCODEV Configuration

  • SBC Configuration

‘Device Matching’ is only performed for the devices known to the current Monitoring Server, i.e. if the Syslog messages from a device are sent to a different Monitoring Server instead of the server currently monitoring the device, then automatic device matching will not be possible. The explicit specification will need to be done. As mentioned above, it is recommended that each Monitoring Server be set up to receive Syslog messages only for the devices being directly monitored by that server. This will ensure that device matching is carried out as well as spreading the load created by Syslog across different monitoring servers.

For other devices, the MAP-DEVICE statement in the SYSLOG Configuration can be used to manually specify the information, or overwrite the information from the automatic device matching, for each message based on the originating IP address.

If there are multiple devices associated with the same IP address, the DeviceName field will be populated with the text 'Multiple Devices Matched'. This indicates that the source of the Syslog message cannot be identified due to an IP address conflict. If the conflicting devices are from the same vendor, the Vendor field will be populated. The other fields will be reset to blank.

Choose the Product

Avaya Aura Application Enablement Services

Avaya Aura Application Enablement Services (AES) is a software platform that works in conjunction with Avaya Aura® Communication Manager. It provides a set of Application Programming Interfaces (APIs), protocols and web services that expose the functionality of Avaya Communication solutions to corporate application developers, third-party independent software vendors, and system integrators.

Collaborate provides an overall view of the AES servers, showing their IP address, CPU load, memory usage, number of active DMCC (Device, Media Call Control) sessions and active TSAPI client connections. For individual AES servers Collaborate will provide SNMP availability, alert details, link status, TSAPI client connections trend, DMCC sessions trend and CPU usage data.

Avaya Aura Call Center Elite

Avaya Aura Call Center Elite (CCE) is an Automatic Call Distribution (ACD) application that provides flexible call routing capabilities for call/contact center environments. The call routing functions allow calls to be directed according to a range of options, including; the least busy agent, the first available agent or, through user context-based inputs, the agent with the skills that best match the requirements of the caller.

Collaborate provides monitoring for the Avaya Aura Call Center Elite system as an add-on the standard Avaya Aura Communication Manager monitoring function. An additional license ('ACD') is required for this product.

Avaya Aura Communication Manager

The Avaya Aura® architecture provides a core IP telephony platform that supports Unified Communications and Contact Center solutions for midsize to large enterprises. The Avaya Aura Communication Manager (AACM) product is one of the core components of the Avaya Aura VoIP architecture.

Avaya Aura System Manager
Avaya Aura System Manager is a browser-based console that provides a central administration tool for multiple instances of Avaya Aura Session Manager. It has been designed so that in the future it can be used to manage all Avaya Aura components. For details see Avaya Aura System and Session Manager.

Avaya Aura Session Manager
Avaya Aura Session Manager is a SIP routing, registration and integration tool that forms the core component of the Avaya Aura IP telephony solution. It is used to integrate all of the SIP entities, including Avaya Aura Communication Manager and Avaya SIP phones, across an entire corporate network. For details see Avaya Aura System and Session Manager.

Avaya Aura Communication Manager
Avaya Aura Communication Manager is the software application that powers the Avaya Aura IP Telephony and Unified Communications solutions. It can be deployed as an IP PBX or feature server supporting a SIP-only environment, or as an evolution server supporting both SIP and non-SIP environments. It sits at the top of a distributed network of Avaya Media Gateways and provides centralized call control for all types of analog, digital, and IP-based communications traffic.

Collaborate provides monitoring for Avaya Aura Communication Manager environments and includes a range of specifically designed pre-packaged Displays, Databases and Thresholds.

Collaborate also provides monitoring for Avaya Aura Call Center Elite as part of the Contact Center monitoring product range.

Avaya Aura Contact Center

Avaya Aura® Contact Center (AACC) is a suite of software applications that provide context-sensitive assisted voice and multimedia customer contact solutions that allow enterprises to anticipate, automate and accelerate customer interactions. Avaya Aura Contact Center intelligently routes up to six simultaneous multichannel contacts to the most appropriate resource through a unified agent interface. By creating a complete view of the customer and the context of their interaction, Avaya Aura Contact Center allows enterprises and organizations to manage the customer experience in a way that consistently delivers a superior level of engagement

Collaborate provides monitoring for a wide range of Avaya Aura Contact Center metrics, including the status of all components, centralized alarms and alerts, detailed 'contact center health' (i.e. calls waiting by queue, agents by state, calls waiting per application, IVR port status, licenses in use and application status), detailed agent information plus much more.

Avaya Aura Experience Portal

Avaya Aura® Experience Portal (AEP) consists of the latest releases of what was previously known as Avaya Voice Portal. It provides organizations with a single point of co-ordination and management for all automated, multimedia, self service and integrated voice response (IVR) applications across inbound phone or video, as well as outbound phone, email, or SMS applications.

Collaborate provides data monitoring for the Avaya Aura Experience Portal (version 6 and later) and the earlier Avaya Voice Portal (versions 5 and earlier). The data metrics provided include; server status, MPP CPU usage, MPP disk usage, MPP memory usage, MPP server status, H.323 session traffic, SIP sessions available and SNMP trap data.

Avaya Aura System and Session Manager

The Avaya Aura® architecture provides a core IP telephony platform that supports Unified Communications and Contact Center solutions for midsize to large enterprises. The Avaya Aura System Manager and Session Manager (AASM) products are two of the core components of the Avaya Aura VoIP architecture.

Avaya Aura System Manager
Avaya Aura System Manager is a browser based console that provides a central administration tool for multiple instances of Avaya Aura Session Manager. It has been designed so that in the future it can be used to manage all Avaya Aura components.

Avaya Aura Session Manager
Avaya Aura Session Manager is a SIP routing, registration and integration tool that forms the core component of the Avaya Aura IP telephony solution. It is used to integrate all of the SIP entities, including Avaya Aura Communication Manager and Avaya SIP phones, across an entire corporate network.

Avaya Aura Communication Manager
Avaya Aura Communication Manager is the software application that powers the Avaya Aura IP Telephony and Unified Communications solutions. It can be deployed as an IP PBX or feature server supporting a SIP-only environment, or as an evolution server supporting both SIP and non-SIP environments. It sits at the top of a distributed network of Avaya Media Gateways and provides centralised call control for all types of analog, digital, and IP-based communications traffic. See the Avaya Aura Communication Manager for details.

Collaborate provides monitoring for Avaya Aura Session and System Manager environments and includes a range of specifically designed pre-packaged Displays, Databases and Thresholds.

Avaya IP Office

Avaya IP Office™ is a voice and data communications system designed for small to medium size businesses, ranging from single locations to multi-site networks. It provides a complete unified communications solution for telephony, voice mail, email and instant messaging functions.

Collaborate provides monitoring for Avaya IP Office (IPO) environments which includes; availability, system performance, phone inventory and alerts.

Avaya Modular Messaging

Avaya Modular Messaging (AMM) is a messaging solution that is used to take incoming voice calls, emails or fax messages and store these into mailboxes for later access. These messages can then be delivered through access devices that are already in use, such as any phone, PC interface or Web Client.

Collaborate provides monitoring for Avaya Modular Messaging environments and includes a range of specifically designed pre-packaged Displays, Databases and Thresholds.

Session Border Controllers

Session Border Controllers (SBC) are devices or applications that are used to control real-time session traffic at the signaling, call control, and packet layers as they cross borders between IP networks or between network segments. They admit sessions and, where necessary, reject sessions in order to protect the network from 'denial of service' (DoS) attacks and sudden spikes in congestion. A session is any real-time voice, video, presence, instant messaging or multimedia collaboration session using IP session-layer signaling protocols, such as SIP or H.323. In addition, SBCs may also be used to perform a range of call-control functions that help to reduce the load on other devices within the IP environment, these might include; Quality of Service (QoS) functions, policy-based routing and signaling protocol interworking.

SBC monitoring provides System Administrators easy access to see the status of each SBC device in the environment together with details of the real-time session traffic that is being processed. At present the following SBC vendor devices are supported:

  • Oracle SBCs

  • Avaya Session Border Controller for Enterprise

  • Cisco Unified Border Element (CUBE) SBCs

  • Ribbon devices

  • AudioCodes Mediant SBC models.

For details of the specific vendor models that are currently supported, please go to the Supported Products for Collaborate.

Choose the Product

Cisco Emergency Responder

Cisco® Emergency Responder (CER) is used in conjunction with the emergency 911 functionality that is provided with Cisco Unified Communication Manager. Using a real-time location-tracking database and enhanced routing capabilities Cisco Emergency Responder ensures that the origin of 911 calls can be determined and calls are directed to the appropriate Public Safety Answering Point (PSAP) based on the caller's location.

Collaborate provides monitoring for Cisco Emergency Responder and includes a range of specifically designed pre-packaged Displays, Databases and Thresholds.

Cisco Expressway

Cisco® Expressway™ is used for Mobile and Remote Access (MRA), Video calls, as well as Cisco Spark and Microsoft Skype for Business integration. It offers a simple, highly secure access to all collaboration workloads, including video, voice, content, IM, and presence, outside of corporate firewalls.

Collaborate offers a solution that will monitor the health of Cisco Expressway including such items as:

  • Expressway System Unit metrics

  • Resource Usage for Calls and Registrations

  • Expressway Zones and Zone Peers

  • Expressway System Alarms Raised

  • Expressway Alternative devices

  • B2BUA Call components (includes B2BUA Media Streams and B2BUA Media Channels)

  • Edge, Traversal, Non-Traversal and Cloud calls (includes Call Hops and Call Links)

Configuration for Cisco Expressway on the Monitoring Server can be carried out through the Web Application (preferred option), or if necessary, it can be completed manually using various configuration files in either the Web Application or Windows Client.

Cisco Meeting Server

Cisco® Meeting Server (formerly Acano®) is an on-premise collaboration solution that is designed to bring various video, audio and web conferencing components together into a single platform. This simplifies the process of users joining meetings as they are able to choose the particular device or application to connect with. It is designed to work with Cisco communication devices and other on-premise third-party infrastructure.

Collaborate provides support for Cisco Meeting Server (CMS) which includes the monitoring of system health, component status and call information.

Cisco TelePresence Management Suite

Cisco TelePresence® Management Suite (TMS), consists of a range of products developed by Cisco Systems that are designed to link two physically separated conference rooms together. This creates a conference experience that feels as if local and remote participants are in the same room. The product range offers features including up to three 1080p flat panel displays, special tables, microphones, speakers, cameras, collaboration interfaces and lighting.

Session Border Controllers

Session Border Controllers (SBC) are devices or applications that are used to control real-time session traffic at the signaling, call control, and packet layers as they cross borders between IP networks or between network segments. They admit sessions and, where necessary, reject sessions in order to protect the network from 'denial of service' (DoS) attacks and sudden spikes in congestion. A session is any real-time voice, video, presence, instant messaging or multimedia collaboration session using IP session-layer signaling protocols, such as SIP or H.323. In addition, SBCs may also be used to perform a range of call-control functions that help to reduce the load on other devices within the IP environment, these might include; Quality of Service (QoS) functions, policy-based routing and signaling protocol interworking.

SBC monitoring provides System Administrators easy access to see the status of each SBC device in the environment together with details of the real-time session traffic that is being processed. At present the following SBC vendor devices are supported:

  • Oracle SBCs

  • Avaya Session Border Controller for Enterprise

  • Cisco Unified Border Element (CUBE) SBCs

  • Ribbon devices

  • AudioCodes Mediant SBC models.

For details of the specific vendor models that are currently supported, please go to the Supported Products for Collaborate.

Cisco Unified Communications Manager

Cisco® Unified Communications Manager (CUCM) software is the call processing component of a Cisco Unified Communications environment. It is a scalable, distributable and highly available call-processing solution for enterprise organizations.

Collaborate provides monitoring for Cisco UCM environments and includes a range of specifically designed pre-packaged Displays, Databases and Thresholds.

Cisco Unified Computing System

Most data center environments today are set up using a variety of individual components that require System Administrators to spend much of their time on basic integration tasks. The Cisco Unified Computing System™ (UCS) is a data center platform that unites computing, network, storage access and virtualization into a single cohesive system that reduces costs and increases business agility.

The Cisco UCS (CUSC) environment can be made up of a number of integrated components:

  • Cisco UCS Fabric Interconnects

  • Cisco UCS Blade Server Chassis

  • Cisco UCS Fabric Extenders

  • Cisco UCS B-Series Blade Servers

  • Cisco UCS C-Series Rack-Mount Servers

  • Cisco UCS Network Adaptor

  • Cisco UCS Manager

(Diagram courtesy of Cisco Systems)

Collaborate provides the tools necessary to monitor the Cisco Unified Communications applications along with the Cisco UCS B-Series and Cisco UCS C-Series hardware.

Cisco Unified Contact Center Enterprise

The Cisco Unified Contact Center Enterprise (UCCE) product delivers intelligent call routing, call treatment, network-to-desktop computer telephony integration (CTI) and multi-channel contact management to contact center agents in an IP environment. It combines multi-channel automatic call distributor (ACD) functionality with IP telephony in a unified solution. This enables organizations to deploy an advanced distributed contact center infrastructure in an efficient and rapid manner.

Collaborate provides monitoring for Cisco UCCE environments and includes a range of specifically designed pre-packaged Displays and Thresholds.

Cisco Unified Contact Center Express

Cisco® Unified Contact Center Express (UCCX) provides multimedia (voice, data, and web), IP-enabled contact center environment for small to medium sized businesses. It provides an Integrated Automatic Call Distribution (ACD), Unified IP IVR, and Computer Telephony Integration (CTI) virtual contact center solution with support for up to 400 agents and 400 Unified ports.

Collaborate provides monitoring for Cisco UCCX environments and includes a range of specifically designed pre-packaged Displays, Databases and Thresholds.

Only one Monitoring Server should monitor a UCCX server.  If more than one Monitoring Server monitors a UCCX server, AXL perfmon data may be rate-controlled by Cisco.



Cisco Unified Presence

The Cisco® Unified Presence (CUP) platform is an important part of the Cisco Unified Communications environment. It collects user availability data based on desktop, mobile, telephony and calendar information. In addition, it also collects information regarding user communication capabilities, such as the capability to support voice, video, instant messaging and web collaboration. This information can be used in conjunction with Cisco Unified Personal Communicator and Cisco Unified Communications Manager to improve productivity by helping users connect with colleagues more efficiently by determining the most effective means for collaborative communication.

Collaborate provides monitoring for Cisco UP environments and includes a range of specifically designed pre-packaged Displays, Databases and Thresholds.

Cisco Unified SIP Proxy

Cisco® Unified SIP Proxy (CUSP) is a high-performance, highly scalable SIP proxy server that helps enterprises aggregate their Contact Center (CC) and Unified Communications (UC) Session Initiation Protocol (SIP) elements into a centralized architecture to simplify and improve the flexibility of their network. Cisco Unified SIP Proxy aggregates SIP-based network elements and acts as a stateless routing intermediary between them to reduce call routing combinations. Each element can route its calls or sessions to Cisco Unified SIP Proxy which will properly route the call to the appropriate SIP-based element in the network.

By intelligently forwarding call routing requests between call-control elements, Cisco Unified SIP Proxy provides the means for routing sessions within enterprise and service provider networks. The latest versions of 9.1.x and 10.x provide important new features not available in previous versions such as it runs in a virtualized OS environment, like VMware, on the Cisco Unified Computing System™ (Cisco UCS) servers and includes the Cisco UCS E-Series server modules. 

Collaborate offers a solution that will monitor the health of Cisco Unified SIP Proxy including such items as:

  • CUSP Alerts and Traps
  • CUSP Connections
  • CUSP Licenses
  • CUSP Peg Counting Log
  • CUSP Call Counts
  • CUSP Status

Cisco Unity Connection

Cisco Unity® Connection (CUC) is a messaging platform that integrates messaging and voice recognition components to provide users with an enhanced level of communications through IP phones and PC's. The functions provided enable voice commands to be used to place calls and listen to messages in "hands-free" mode and check voice messages. Other features include; intelligent routing, customizable call-screening and message-notification options.

Monitoring of Cisco Unity Connection by Collaborate is achieved by utilizing the Unity Connections voicemail port data.

Cisco Webex

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Prognosis 12.0

Cisco Webex is a unified communication and collaboration platform that combines persistent workplace chat, video meetings, file storage (including collaboration on files), and application integration. Cisco Webex is your one easy-to-use and secure app to call, message, meet and get work done. Cisco Webex has the following features:

  • Meet
    Host video conferences with HD video, audio and screen sharing.
  • Call
    Get a phone number and business calling system so you can make and receive calls on any device.
  • Message
    Connect instantly with team messaging, secure file-sharing and whiteboarding.

Collaborate initially provides monitoring for Cisco Webex Meet deployments and includes a range of specifically designed pre-packaged Displays, Databases and Thresholds.

Network Devices

The Network Devices component provides monitoring for the following devices:
  • Cisco® PSTN (standalone) Gateways
    That is, those Gateways that are not used in conjunction with Cisco Unified Communications Manager or where Gateways are added as SIP trunks. This monitoring includes the status of the various PSTN interfaces and SIP traffic statistics.

  • Audiocodes Gateways
    Collaborate can be set up to provide basic CPU, memory and hardware environment statistics on various AudioCodes gateways.
  • Cisco IOS Routers
    Collaborate can be set up to provide basic CPU, memory and hardware environment statistics on various Cisco IOS devices.

Syslog Messages

Syslog is a widely used standard for message logging. It is used for computer management and security auditing as well as for general information, analysis and debugging messages. Syslog is supported by a wide variety of devices across multiple platforms and has become the standard logging solution on various systems.

The SYSLOG Record is used to hold the messages received by the Syslog Collector. The Syslog Collector (irsyslogcol.exe) runs on the Monitoring Server and is used to collect Syslog messages containing status and diagnostic information from monitored devices. If the environment consists of multiple Monitoring Servers, then for scalability, the collection of Syslog messages should be spread across all servers. To do this, each Monitoring Server should be set up to receive Syslog messages only for the systems being directly monitored by that server.

A technique of 'Device Matching' is used to automatically tag messages with details of the device that they came from; i.e. Device name, Cluster name, Vendor, Type, Customer and Site. This is done automatically for some vendor devices that are monitored, e.g. Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC) and SBC. 'Device Matching' populates the SYSLOG Record with this information from the following sources:

  • PrognosisNode (PNODES) Record

  • CallManagerGateway (CMGATEWY) Record

  • CISCODEV Configuration

  • SBC Configuration

‘Device Matching’ is only performed for the devices known to the current Monitoring Server, i.e. if the Syslog messages from a device are sent to a different Monitoring Server instead of the server currently monitoring the device, then automatic device matching will not be possible. The explicit specification will need to be done. As mentioned above, it is recommended that each Monitoring Server be set up to receive Syslog messages only for the devices being directly monitored by that server. This will ensure that device matching is carried out as well as spreading the load created by Syslog across different monitoring servers.

For other devices, the MAP-DEVICE statement in the SYSLOG Configuration can be used to manually specify the information, or overwrite the information from the automatic device matching, for each message based on the originating IP address.

If there are multiple devices associated with the same IP address, the DeviceName field will be populated with the text 'Multiple Devices Matched'. This indicates that the source of the Syslog message cannot be identified due to an IP address conflict. If the conflicting devices are from the same vendor, the Vendor field will be populated. The other fields will be reset to blank.

Choose the Product

Microsoft Skype for Business Server

Microsoft® Skype™ for Business Server (SfB) is an enterprise level communications solution that brings together various forms of communication into a single interface. The functions provided by Skype for Business include; instant messaging and presence, conferencing and VoIP telephony. These functions are provided within an organization, between organizations and with external users on the public internet or with standard phones on the PSTN as well as SIP trunking.

Collaborate provides monitoring for Skype for Business environments and includes a range of specifically designed pre-packaged Displays, Databases and Thresholds.

Microsoft Teams

Microsoft Teams is a unified communication and collaboration platform that combines persistent workplace chat, video meetings, file storage (including collaboration on files), and application integration. The service integrates with the Office 365 subscription office productivity suite and features extensions that can integrate with non-Microsoft products. Microsoft Teams is a competitor to services such as Slack and is the evolution and upgrade path from Microsoft Skype for Business.

Collaborate provides monitoring for Teams environments and includes a range of specifically designed pre-packaged Displays, Databases and Thresholds.

Choose the Product

Session Border Controllers

Session Border Controllers (SBC) are devices or applications that are used to control real-time session traffic at the signaling, call control, and packet layers as they cross borders between IP networks or between network segments. They admit sessions and, where necessary, reject sessions in order to protect the network from 'denial of service' (DoS) attacks and sudden spikes in congestion. A session is any real-time voice, video, presence, instant messaging or multimedia collaboration session using IP session-layer signaling protocols, such as SIP or H.323. In addition, SBCs may also be used to perform a range of call-control functions that help to reduce the load on other devices within the IP environment, these might include; Quality of Service (QoS) functions, policy-based routing and signaling protocol interworking.

SBC monitoring provides System Administrators easy access to see the status of each SBC device in the environment together with details of the real-time session traffic that is being processed. At present the following SBC vendor devices are supported:

  • Oracle SBCs

  • Avaya Session Border Controller for Enterprise

  • Cisco Unified Border Element (CUBE) SBCs

  • Ribbon devices

  • AudioCodes Mediant SBC models.

For details of the specific vendor models that are currently supported, please go to the Supported Products for Collaborate.

Choose the Product

Session Border Controllers

Session Border Controllers (SBC) are devices or applications that are used to control real-time session traffic at the signaling, call control, and packet layers as they cross borders between IP networks or between network segments. They admit sessions and, where necessary, reject sessions in order to protect the network from 'denial of service' (DoS) attacks and sudden spikes in congestion. A session is any real-time voice, video, presence, instant messaging or multimedia collaboration session using IP session-layer signaling protocols, such as SIP or H.323. In addition, SBCs may also be used to perform a range of call-control functions that help to reduce the load on other devices within the IP environment, these might include; Quality of Service (QoS) functions, policy-based routing and signaling protocol interworking.

SBC monitoring provides System Administrators easy access to see the status of each SBC device in the environment together with details of the real-time session traffic that is being processed. At present the following SBC vendor devices are supported:

  • Oracle SBCs

  • Avaya Session Border Controller for Enterprise

  • Cisco Unified Border Element (CUBE) SBCs

  • Ribbon devices

  • AudioCodes Mediant SBC models.

For details of the specific vendor models that are currently supported, please go to the Supported Products for Collaborate.

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