Contact Expert v7.1 for Skype for Business Server

Alarm Management

Server Updates

Configurational changes made through the CE portal are registered and stored in the system database. Some of these changes can be service affecting and are therefore not activated right away but generate update requests which need to be activated manually in order to become live.

Read more about server updates on the following link: Activating changes

Alarms

Contact Expert provides a flexible mechanism to generate notifications for events where certain key performance indicators venture outside of predefined parameters. These events are called Alarms.

Active Alarms

This page shows the currently active alarms generated by the system.

The Summary section displays the number of alarms according to their priorities. You can check the details in the table view below, where more is shown including time stamps and the alarm message itself.

Use the Show button in the Hints column to display the related alarm topic.

Note

Active alarms are loaded into the CE portal from a cache, in order to limit database resource usage. This cache is refreshed periodically.

During a product update, all alarms older than 3 months and all cleared alarms are deleted.

Alarm Settings

An alarm setting defines one or more email address(es) where certain selected alarms are sent. There is a single alarm setting per tenant.

1. Navigate to the Maintenance → Alarms → Alarm Settings menu.
2. Use the +New alarm setting button to specify a new alarm setting.
3. Specify the email address of the recipients of the particular tenant. Use comma as a separator when providing more than one email address.
4. Click Alarm Topics tab header to select which tenant level topics should these recipients receive notifications about. See explanations for these below.
5. Click the Submit button to save the modifications to the database.

Email settings like SMTP server, login details, etc. are taken from the Email Connection resource specified for the particular resource. Administrators need to add the recipient email addresses only.

Note

Alarm Settings will only operate if the particular tenant is configured for email properly. This means at least one Email Connection and an Email Gateway resource is set up by deployment-level administrators and work OK.

Alarm Topics

Contact Expert can be configured to send notifications on tenant level service related alarms via email.

The spacing (defined in seconds) means that the same alarm notification should not be sent again within the specified time-frame.

Some of the alarms also have a trigger threshold specified that indicates when the alarm will be raised. For example, the NoDiskSpace alarm will be sent out when the currently available storage size is beneath 300 MB.

Each alarm topic has a checkbox which enables the email notification. Tick the checkbox for each topic you wish to be notified about.

ConferenceSchedulingFailed	Failed to schedule conference.
ConferencingPerformance Issue	Setting up conference took too long.
ConsultantDialoutFailed	Dialing out consultant from conference is failed.
ConsultantTransferFailed	Transferring consultant to conference is failed.
CustomerTransferFailed	Transferring customer to the allocated operator is failed.
Emergency	Emergency status is activated.
EndpointRegistrationFailed	Failed to register campaign endpoint.
EndpointStatusPublishingFailed	Failed to publishing endpoint presence.
ExternalRoutingDelayIssue	External routing requests take too long.
LongQueue	The size of an inbound queue approaches its maximum size.
NoStorage	Some recording rule is inactivated due to insufficient drive space.
NoTelephony	Connection to PBX is lost due to some networking or PBX level issue.
OperatorDialFailed	Dialing the allocated operator is failed.
RecordingFailed	Failed to record a multimedia session.
SystemShutdown	The system is shut down.
SystemStartup	The system is started up.

Alarm Mailbox

Alarm mailboxes (or system mailboxes) are used to receive system related service notifications. These are linked with the email gateway directly, instead of the email endpoint. Thus, system related notifications can be sent out independently - without reference to the application server or tenant. Therefore, the recipients added to an alarm setting account will only receive notifications of their own tenant and tenant related alarm topics.

Alarm mailboxes can be set on deployment level.

1. Navigate to Maintenance → Alarms → Alarm Mailbox.

The following email parameters have to be specified:

Mail Server FQDN	Enter the FQDN address of the email server SMTP interface.
Mail Server Port	Enter the email server SMTP port.
Username	Enter the username for the account used for sending out alarm notifications.
Password	Enter the password associated with the username.
Sender	Enter an email address which will be included into outbound emails as the "Sender" MIME property.
Security	Specifies whether communication over the given gateway requires encryption and/or authentication.

The following alarms are raised by the system:

ACDPluginCrashed	The external call distribution plugin crashed.
CertificateExpires	Host certificate expires soon or already expired.
ComponentCrashed	A component is crashed.
ConferencingPerformance Issue	Setting up conference took too long.
DatabasePerformance Issue	Database operation took too long.
EndpointRegistration Failed	Failed to register campaign endpoint.
LicenseExpires	A volume, feature or prepaid license is being expired.
MemoryOverLoaded	Physical memory utilization on the host exceeds a predefined threshold.
NoDatabase	Connection to database is lost due to some networking or RDBMS level issue.
NoDiskSpace	Available disk space on the host is below a predefined threshold.
NoStorage	Some recording rule is inactivated due to insufficient drive space.
NoTelephony	Connection to PBX is lost due to some networking or PBX level issue.
RecordingFailed	Failed to record a multimedia session.
ReportingEventStoredLate	There is a large delay between reporting event occurs and corresponding data written to database.
ServerActivated	The application server is activated as the consequence of a failover or fail-back procedure.
ServerPassivated	The application server is passivated as the consequence of a failover or fail-back procedure.
SystemShutdown	The system is shut down.
SystemStartup	The system is started up.
TooMuchCPU	CPU usage caused by a component exceeds a predefined threshold.
TooMuchMemory	Memory allocated by a component exceeds the predefined threshold.