Cisco Unified Workforce Optimization

Quality Management SNMP IntegrationWhite Paper Version 10.5

First Published: August 15, 2014

Last Updated: August 18, 2014

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARESUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, ANDRECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTEDWITHOUTWARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULLRESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SETFORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATEDHEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE ORLIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

The Cisco implementation of TCP header compression is an adaptation of a program developed by theUniversity of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operatingsystem. All rights reserved. Copyright © 1981, Regents of the University of California.

NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OFTHESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMEDSUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUTLIMITATION, THOSE OFMERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE ANDNONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.

IN NO EVENT SHALL CISCOOR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL,CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS ORLOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IFCISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. andother countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-partytrademarks mentioned are the property of their respective owners. The use of the word partner does not implya partnership relationship between Cisco and any other company. (1110R)

Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actualaddresses and phone numbers. Any examples, command display output, network topology diagrams, andother figures included in the document are shown for illustrative purposes only. Any use of actual IPaddresses or phone numbers in illustrative content is unintentional and coincidental.

Quality Management SNMP Integration White Paper

© 2014 Cisco Systems, Inc. All rights reserved.

Contents

Introduction 4

Definitions 4

SNMP Implementation 6

MIBs 6

UsingMIBs 7

Generic Trap 7

IntroductionThe following products include SNMP integration for their Monitoring and Notification (MANA)service.

n CiscoQualityManagement 9.0, 10.0, or 10.5

MANA is responsible for sending notifications to administrators or supervisors when it detectsevents that might negatively affect the functioning of the software or system.

This document covers SNMP integration and how to take advantage of thismethod ofnotification when you install Cisco QualityManagement.

DefinitionsThe following table defines terms used in this document.

Term Definition

MIBManagement Information Base. A defined hierarchy ofdata valuesmanaged by a single SNMP Agentapplication.

OIDObject Identifier. A unique string of digits representinga value defined in anMIB.

SNMPSimple NetworkManagement Protocol. A commonnetwork protocol that describesmessages passedbetween SNMP-enabled applications.

SNMP AgentAn SNMP-enabled application that acts as a client toan SNMPmanagement application by providing datavalues for registeredOIDs.

SNMPGETAn SNMPmessage used to get a value for a particularOID.

Terms and definitions

4

Introduction

SNMPManagementApplication

An SNMP-enabled application that can get or setinformation from a local or remote SNMP Agentapplication.

SNMP SETAn SNMPmessage used to set a value for a particularOID.

TrapAn unsolicited SNMPmessage sent from an SNMPagent to an SNMPmanagement application.

5

SNMP Implementation

SNMP ImplementationTheMANA service already hasmethods to alert administrators of potential problemswithCiscoQualityManagement. These products extend this functionality to SNMP so thathardware/softwaremanagement is provided for customerswho already use SNMPmanagement software.

TheMANA service provides unsolicited alerts when it detects problem events. The alertcontains the details of the problem, which enables action to be taken to prevent loss of softwarefunctionality. The SNMP trapmessage contains the same information and can be sent out tomultiple SNMPmanagement stations.

MIBsTwoMIBs are used to define the trapmessages sent by the CiscoQualityManagementsoftware:

l TheCALABRIO-SMI MIB contains definitions of frequently-used objects

l TheCALABRIO-GENERIC-TRAPMIB file defines the trapmessage format

Whereasmost MIBs are very specific in their use and definitions, the Generic TrapMIB wasdesigned to define a genericmessage that can be sent by anyCisco application. The datavalues contained in the trap are used to decode the trap’s contents.

For example, theseOIDs are used to specify a particular Cisco product:

l 1.3.6.1.4.1.29988.1.1.1—used only for CiscoQualityManagement

l 1.3.6.1.4.1.29988.1.1.2—used only for Cisco Agent Desktop

l 1.3.6.1.4.1.29988.1.1.3—used only for CiscoWorkforceManagement

Rather than use these very specific OIDs, the Generic TrapMIB uses this single OID:

l 1.3.6.1.4.1.29988.1.2—uses a variable that maps to the appropriate product name

6

SNMP Implementation

Using MIBsThe Installation Guide andAdministrator User Guide for CiscoQualityManagement explainhow to install the product software and configure it to enable the sending of SNMP traps. Onceconfigured, MANA will send the SNMP trapmessages to all the IP addresses configured.These IP addresses represent machines that are running some type of SNMPmanagementsoftware.

TheMIB files are used in order for themanagement software to display the information from aCisco generic trap in a readable format, or to allow decision code running on themanagementstation to interpret these traps.

The two CiscoMIBs describe the layout of information found in the Cisco trap in a languagethat SNMPmanagement stations understand. TheMIB files need to be placed on a driveaccessible to the SNMPmanagement software. Once there, the administrator configures themanagement station to load theMIB files. How this is done varies, based on the SNMPmanagement station software provider.

The SNMP error codes are the same as theMANA error codes. These error codes aredocumented in theError Code Dictionary for version 8.6 or later.

Generic TrapThe trapmessage defined in the CALABRIO-GENERIC-TRAPMIB is a set of string andnumeric values that define the event. TheOIDs, field names, and field descriptions are shownin the table below.

OID Field Description

1.3.6.1.4.1.29988.1.1 cigtTimestamp Numeric. The date and time theevent was generated. Numberof seconds since 1/1/1970.

1.3.6.1.4.1.29988.1.2 cigtProduct String. The name of the productsending the trap.

Elements of a trap message

7

SNMP Implementation

1.3.6.1.4.1.29988.1.3 cigtVersion String. The version of CiscoQualityManagement that isinstalled.

1.3.6.1.4.1.29988.1.4 cigtModule String. The CiscoQualityManagement module reportingthe event. For CiscoQualityManagement, this isMANA. Inthe future, other modulesmightbe used in addition toMANA.

1.3.6.1.4.1.29988.1.5 cigtSeverity Numeric. The severity of theevent.

1 = Informational. Normalprocessingmessages.

2 = Warning. Abnormalevent that does not affectproduct functionality.

3 = Error. Error that affectssome product functionality.

4 = Fatal. Serious error thatcauses loss of basicfunctionality.

1.3.6.1.4.1.29988.1.6 cigtEventCode String. An alphanumeric errorcode representing the event.This code is used to look upadditional information andtroubleshooting information inthe CiscoQualityManagementdocumentation.

1.3.6.1.4.1.29988.1.7 cigtEventText String. A readable stringdescribing the event.

8

A

alerts 6

C

CALABRIO-GENERIC-TRAPMIB 6-7

CALABRIO-SMI MIB 6

cigtEventCode 8

cigtEventText 8

cigtModule 8

cigtProduct 7

cigtSeverity 8

cigtTimestamp 7

cigtVersion 8

G

generic trap 7

Generic TrapMIB 6

I

implementation 6

integration 4

M

MANA 4

MANA error codes 7

MANA service 6

MIB 4

MIBs 6

O

OID 4

OIDs 6

P

problem events 6

S

SNMP 4

SNMP Agent 4

SNMP error codes 7

SNMPGET 4

SNMP implementation 6

SNMP integration 4

SNMPManagement Application 5

10

Index

Index: SNMP management stations – SNMP trapmessage

SNMPmanagement stations 6

SNMP SET 5

SNMP trapmessage 6-7

11