MiContact Center Business uses a centralized alarming system configured in YourSite Explorer. The MiContact Center Maintenance Alarm Dispatcher Service is located on the Enterprise Server and performs server maintenance activities as well as controlling all alarming in the network. Alarm notifications are sent for each device that is triggering an alarm and is distributed in the following ways:
- Email: Summary emails are sent to valid email subscribers and list all current, active alarm statuses as well as a list of alarms that triggered the alert. Emails contain the most recent alarm changes followed by a list sorted by priority.
- RSS: An RSS feed is published on the server and can be subscribed to by any RSS reader that has been given access to the server.
- Start Page: A list of currently active MiContact Center Business alarms with a Knowledge Base article list of descriptions, severities, impacts on contact centers, and troubleshooting information can be viewed on the Start Page of YourSite Explorer. The Start Page displays alarms by priority. See "YourSite Explorer Start Page".
By default, alarms are configured to expire after 24 hours.
The MiContact Center Server Monitor is a standalone service that is deployed on each server in the enterprise. It monitors performance counter values based on alarm configuration, collects external alarm data from services, and notifies the MiContact Center Maintenance Alarm Dispatcher Service when alarm states surpass configured thresholds.
Alarms may also be viewed with the Enterprise Status icon and RSS feed link, located in the lower-right corner of the YourSite Explorer and Contact Center Client windows and in the upper-right corner of CCMWeb. In order to view the Enterprise Status icon and RSS feed link in all of the applications in which they are present, we recommend you log in as an Administrator.
The Enterprise Status icon is a circular, colored status indicator. The color indicates the highest level of severity for all alarms currently alerting (Normal = Green, Minor = Yellow, Major = Orange, Critical = Red, Unknown = Gray). If you subscribe to the RSS feed you will be notified with changes to alarm states in your RSS reader. If you don’t subscribe to the RSS feed, you can click the RSS feed link and view active alarms in your default browser. The RSS feed does not automatically refresh and must be refreshed manually.
In addition to receiving notification of alarms, you can quickly view Enterprise status and active alarms using the YourSite Explorer Start Page’s Alarms tab. The Alarms tab consists of two panes: the Feed Preview and the Mitel Knowledge Base pane. The Feed Preview contains an RSS feed of the active alarms. The Mitel Knowledge Base pane contains a table of contents linking to relevant Knowledge Base (KB) articles for each alarm. Each KB article contains a description of the reason for the alarm, the severity of the alarm, the impact on contact centers, and troubleshooting steps.
If you have multiple servers and you want to be able to determine which server is emailing an alarm, you can set up a unique 'From' address for the emails delivered from the MiContact Center Business server in the 'From Name' field of the Outgoing tab in the mail server configuration window in YourSite Explorer.
Alarms are categorized based on the type of data they analyze. There are three types of alarms:
- Performance counter and Registered services performance counter alarms: based on performance counters
- Media server alarms: independently tracked for each media server
- General alarms: all other alarms
The following procedures explain how to
- Configure Performance counter and Registered services performance counter alarms
- Configure Media server alarms
- Configure General alarms
- Disable or enable alarms
- Temporarily disable ('Snooze') alarms
These configurations take place in YourSite > Alarms.
To configure Performance counter and Registered services performance counter alarms
- Select the Performance counter or Registered services performance counter alarm you want to configure and click the General tab.
- To specify an SNMP category in which the alarm displays, after Category, select a category type from the drop-down list.
Note: SNMP Version V3 and above is not supported.
- Set Minor, Major, and Critical thresholds and threshold alert delays for the alarm.
Note:
Thresholds determine the severity of the alarm when the specified condition is met. The threshold alert delay settings determine the how long an alarm state is active before an alarm is triggered and notification is sent.
- To disable a threshold, from the drop-down list next to the threshold select Disabled.
- To be notified when the alarm value changes, select the Re-alert on value change check box.
- Click the Actions tab.
- To send subscribers emails of alarms when the alarm is triggered, under Email action, select the Enabled check box.
- Click Browse and select a Business hours schedule to apply to the alarm.
- To receive notifications of critical alarms, outside of business hours, select the Ignore business hours for critical alerts check box.
- Click Save.
To configure Media server alarms
- Select the Media server alarm you want to configure and click the General tab.
- To specify a category in which the alarm displays, after Category, select a category type from the drop-down list.
- After Severity, select the level of severity to apply to this alarm (Minor, Major, or Critical).
- After Alert delay, select how long the alarm state is active before an alarm is triggered and notification is sent.
- To disable the alarm for specific media servers, after Disable media servers, click the … button, select the media server from the Select disabled media servers window, and click OK.
- To clear a disabled media server selection, click Clear.
- Click the Actions tab.
- To send subscribers emails of alarms when the alarm is triggered, under Email action, select the Enabled check box.
- Click the Browse button and select a Business hours schedule to apply to this alarm.
- To receive notifications of critical alarms, outside of business hours, select the Ignore business hours for critical alerts check box.
- Click Save.
To configure General alarms
- Select the General alarm you want to configure and click the General tab.
- To specify an SNMP category in which the alarm displays, after Category, select a category type from the drop-down list.
Note: SNMP Version V3 and above is not supported.
- After Severity, select the level of severity to apply to this alarm (Minor, Major, or Critical).
- After Alert delay, select how long the alarm state is active before an alarm is triggered and notification is sent.
- Click the Actions tab.
- To send subscribers emails of alarms when the alarm is triggered, under Email action, select the Enabled check box.
- Click the Browse button and select a Business hours schedule to apply to this alarm.
- To receive notifications of critical alarms, outside of business hours, select the Ignore business hours for critical alerts check box.
- Click Save.
To disable or enable an alarm
- To disable an alarm, select the alarm and click the General tab.
- Click Disable.
- Click Save.
- To re-enable an alarm, select the alarm and click the General tab.
- Click Enable.
- Click Save.
To temporarily disable (‘Snooze’) an alarm
- Select the alarm to disable and select the General tab.
- Click Snooze and, from the drop-down list, select how long the alarm will be disabled.
- To customize the snooze duration, from the Snooze drop-down list select Custom… and set the date and time at which the alarm reactivates.
- Click Save.