Advanced Services - Cisco Unified Operations Manager, Service Monitor, and Service Statistics Manager (OM-SM-SSM)

• Understanding of network management concepts (Simple Network Management Protocol [SNMP], MIB’s and so on)
• Internet Web browser usability
• TCP/IP networking
• Basic Cisco router and switch confirguration (including Switched Port Analyzer [SPAN] ports and IP service level agreements [SLAs])
• Basic understanding of Cisco Unified Communications architecture
• Basic Cisco Communications Manager and Cisco Unity configuration principles
• Windows system administration

Upon completing this course, you should be able to:

• Describe what is meant by the term “unified communications”
• Discuss the network management needs and challenges of unified communications
• Describe the Cisco suite of products for managing the Cisco Unified Communications system
• Understand the various service quality metrics and terminology for Unified Communications
• Effectively use Cisco Unified Operations Manager to: Monitor, diagnose, and troubleshoot Cisco Unified Communications deployments based on Cisco Communications Manager or Cisco Communications Manager Express View IP phones, devices, and logical and physical connectivity
• View alerts and events on the managed devices, and run diagnostic procedures
• View service quality alerts and run diagnostic procedures
• Run diagnostics tests and reports on applications, network devices, and phones
• Automatically notify personnel of alerts and events
• Evaluate deployments and service provisioning with batch testing
• Effectively use Cisco Unified Service Monitor to: Manage and configure Cisco 1040 sensors
• Monitor service quality at a system level through Cisco Voice Transmission Quality (CVTQ) support and real-time service quality through Cisco 1040 Sensors Alert network support personnel of poor service quality conditions
• Effectively use Cisco Unified Service Statistics Manager to: Collect statistics from Cisco Unified Operations Manager and Service Monitor
• View statistics and generate reports on the Unified Communications environment
• Optimize network resources and increases operational efficiency by providing visibility into key metrics such as call volume, service availability, call quality, resource Utilization, and capacity
• Generate capacity planning and trending reports
• Verify Service Level Agreements (SLA’s)

The course teaches students how to effectively use Cisco Unified Communications Management products, including Operations Manager, Service Monitor, the Cisco 1040 sensors, and Service Statistics Manager to manage unified communications.

New to this course is the addition of Cisco Unified Service Statistics Manager (SSM) which is part of the Cisco Unified Communications Management Solution, and provides advanced statistics analysis and reporting capabilities for Cisco Unified Communications deployments. It enables users to view information based on network, service, business, and user criteria and to define service-level agreement (SLA) constructs as well as to measure and verify them based on collected unified communications statistics. Customizable report templates and automatic report invocation and scheduling provide users with a great deal of flexibility.

The focus of the course is to provide knowledge about and practice with various features of the Cisco Unified Operations Manager (OM), Service Monitor (SM), Cisco 1040 Sensors, and SSM, such as viewing unified communications device, connectivity, alerts, and events; running diagnostics tests; and monitoring applications, devices, and the service quality of voice calls. Cisco Unified OM provides contextual diagnostic tools to facilitate trouble isolation and troubleshooting. Cisco Unified SM provides alerts and reports on service quality by gathering data from Cisco Unified Communication Managers and Cisco 1040 Sensors which monitor active call streams on access switches. Cisco Unified SSM gathers the data from OM and SM, performs advanced analysis of the data, and displays the data in web-based customizable reports. Labs are available to reinforce what is discussed in the classroom.