Avaya Communication Manager Messaging
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Reports

Overview of Reports

Communication Manager Messaging collects information that depicts how the system is used, including data about features, subscribers, communities, data port loads, and remote messaging traffic. This information is displayed in real-time dynamic report windows, in alarm logs and administrator's logs, and in messaging traffic reports.

Alarm logs and administrator's logs record events that are useful for preventive maintenance, for diagnosing problems and troubleshooting the system, and for spotting trends or estimating future needs. Dynamic windows allow you to watch real-time traffic in the messaging system. The table for Traffic Reports contains a list of available reports.

The procedures in this topic assume that you know basic messaging commands and navigation, such as logging in and out of the system, recognizing the difference between the vm and sa logins, knowing about the command prompt function and usage, and moving from field to field within a screen or window. If you are not familiar with messaging system basics, read Getting Started before you continue.

Information in This Topic

This topic has the following information:

The Administrator's Log

The system warns you of potential administrative problems by displaying an administrative alert message (Alarms: A) on the Administration status line when it logs an administration event. Check the status line at the top of the Command Prompt screen at least once a day. If you observe such a message, access the Administrator's Log to view current error messages and a description for each problem.

The Administrator's Log identifies system events. These events include problems that you need to correct. Some events, such as full subscriber mailboxes and undeliverable messages, directly affect message processing.

When you see Alarms: A on the Administration status line, you need to view the Administrator's Log. To view the administrator's log:

 

  1. Go to the Administrator's Log page.

Note: When using a vm or browser login or as an alternative for sa logins, you can access the Administrator's Log as follows:

Log in to the Communication Manager Messaging web page.

Under Logs, select Administrator.

The system displays the Administrator's Log page.
  1. Complete the fields on this page by using the information in the table for Field Definitions: Administrator's Log page.
  2. Click Display (or press Enter if at the command prompt screen) to start the report.

When the system gathers the information you specified, it displays the report results.

The table for Field Definitions: Administrator's Log page; Report Results details the fields on this display-only screen.

  1. Examine the displayed events.

Events, alarms, and their associated repair procedures are described in Alarms and Events.

  1. If a displayed event calls for repair, take whatever corrective action is necessary.

The Activity Log

The Activity Log is an administrative tool useful for investigating reported problems with message delivery and the operation of the message-waiting indicator (MWI). The Activity Log maintains a history of the activity on the messaging system. You can use this log to track a specific subscriber's activity by extension and time, and you can often resolve reported problems by observing the Activity Log before filing a trouble report.

Setting Activity Log Data Collection Options

Use the System Parameters Activity Log screen to set up the Activity Log. You can set the following log options:

  • Enable or disable the Activity Log.
  • Instruct the Activity Log to record MWI updates.
  • Set a maximum number of Activity Log entries.
  • Clear all entries in the Activity Log.

    Note: If you set the Activity Log to record MWI updates, the number of records that are generated then increase significantly and could create an unduly long log. It is recommended that this field is only enabled when necessary.

To set Activity Log options:

  1. Log in to the Communication Manager Messaging web page.
  2. Under Logs, select Subscriber Activity.

    The system displays the Subscribe Activity Log page; Setting Activity Log Options.

  3. Complete the fields on this screen by using the information in the table for Field Definitions: Subscriber Activity Log page.
  4. To run an Activity Log report, see Running an Activity Log Report.

Understanding Log Entries

The Activity Log shows activity information for a selected subscriber. Events are listed in chronological order (oldest first) beginning with the specified date and time. Before running this report, you must first instruct the system to collect activity data, as described in Setting Activity Log Data Collection Options.

Received Entries

A received entry is made in the Activity Log each time a message is delivered to a subscriber's mailbox. Note that a message with multiple recipients generates a received entry for each recipient. The message can be one of the following:

  • Voice mail (VM)
  • Priority voice mail
  • Call Answer (CA)
  • Leave Word Calling (LWC)
  • Undeliverable message notification
Scheduled Entries

A scheduled entry is made in the Activity Log each time that a message is scheduled for delivery. Only one scheduled entry is made for a message regardless of the number of recipients. The message can be one of the following:

  • Voice mail
  • Priority voice mail
  • Call Answer

Since CA messages are scheduled for immediate delivery at the time that they are created, the scheduled delivery time is not repeated on the display. In addition:

  • If both the calling party and the called party are local subscribers, the display shows that the calling party scheduled the message for the called party.
  • If the calling party is not a local subscriber, the activity is not recorded.
  • If the called party is not a local subscriber, the local messaging system has no knowledge of the call, and the activity is not recorded.
  • Broadcast message
  • Login announcement

Running an Activity Log Report

To run an Activity Log report:

  1. Log in to the Communication Manager Messaging web page.
  2. Under Logs, select Subscriber Activity.

The system displays the Subscriber Activity Log page. The Extension text box takes extensions in the 3-digit to 10-digit range. The extension is of the subscriber whose activity log is to be displayed.
 

    Note: This report can take several minutes to run depending on the system load and the size of the log file.

 

  1. Select the duration from the Start Date and End Date fields for which you want to view the subscribers activity.
  2. Cick Display.

 

Displaying the Alarm Report

The alarm report lists active or resolved messaging system alarms. The most severe alarms are always listed first since these are most often the cause of the problem.

To display the alarm report:

  1. Go to the Alarm Log page.

Note: When using a vm or browse login or as an alternative for sa logins, you can access the Administrator's Log as follows:

Log in to the Communication Manager Messaging web page.

Under Logs, select Alarms.

The system displays the Alarm Log page.


Note: You enter values on this page that specify the type of alarm information you want the system to gather. The first time this report is used after a restart or reboot, the fields on the this screen are blank. Subsequently, each field on this page is populated with the value entered the last time the page was used.

  1. Complete the fields on this page by using the information in the table for Field Definitions: Alarm Log page.
  2. Click Display to start the report.

When the system gathers the information you specified, it displays the Alarm Log page; Report Results.

The table for Field Definitions: Alarm Log page; Report Results details the fields on this display-only screen.

Communication Manager Server View Current Alarms Page

This page lists outstanding alarms against the Avaya Call Processing (ACP), server, and messaging software. This screen shows either:

  • A summary of alarms (if present), followed by detailed table of explanation, or
  • A message stating that no alarms are present.

ACP must be running for you to view alarms using this screen. If it is not, you will see a message stating that the system was unable to connect to ACP.

Viewing current alarms

To view current alarms against the messaging software:

  1. Log in to the Communication Manager System Management Interface.
  2. Click Server (Maintenance) from the Administration menu, click Current Alarms.

    The View Current Alarms screen appears.

  3. Check if any alarms are present under the Messaging Alarms heading. Refer to Field Definitions: Communication Manager server View Current Alarms page; Report Results details the fields on this display-only screen.

The Administrator's History Log

The Administrator's History Log identifies administrative events that occur on your system. These events include information about any changes to your system, such as logins, command line entries, reports that were run, or changes to software.

To view administrative events that occur on your system:

  1. Go to the the Administration History Log.

Note: When using a vm or browser login or as an alternative for sa logins, you can access the Administrator's Log as follows:

Log in to the Communication Manager Messaging web page.

Under Logs, select Administration History..

The system displays the Administration History Log; Specifying Information for a Report page.
  1. Complete the fields on this screen by using the information in the table for Field Definitions: Administration History Log page.
  2. Click Display to start the report.

    3. When the system gathers the information you specified, it displays the report in the report results.

    The table for Field Definitions: Administration History Log page; Report Results details the fields on this display-only screen.

The Events Log

Note: This log is available only if you have logged in as craft or tsc.

The maintenance log contains descriptions of all reported maintenance events.

To access descriptions of all reported maintenance events:

  1. Go to the Maintenance Log page.

Note: You can also access the Maintenance Log as follows:

Log in to the Communication Manager Messaging web page.

Under Logs, select Maintenance.

The system displays the Maintenance Log page.
  1. Complete the fields on this screen by using the information in the table for Field Definitions: Maintenance Log page .
  2. Click Display to start the report.

Overview of Traffic Reports

Traffic reports serve several purposes. The reports help you to:

  • Determine the grade of service (GOS) provided to subscribers during the busy hour at your site.
  • Determine the port usage on the messaging system in daily or hourly periods. You need to run these reports periodically to monitor performance and to anticipate your system's needs.
  • Determine if your messaging system is performing at peak efficiency by providing actual usage information that you can compare with the type of usage that was initially forecast for your system.
  • Troubleshoot administration problems that can occur with subscribers and equipment as system usage increases and requirements change.

Traffic reports also provide the following information about outcalling ports, subscriber traffic, and feature traffic that help you evaluate system efficiency.

Archiving Traffic Reports

If you print messaging traffic reports on a regular basis and file them sequentially by date, they can provide an ongoing audit and historical reference of your messaging system. These reports can be useful for analyzing trends and tracking system performance over a period of time. Since traffic records collected for a specific day, hour, or month are retained on the system only for a limited number of days, hours, or months, it is imperative that you run and print the reports on a regular schedule to ensure that you maintain a complete record from one reporting period to the next. See Data Retention Requirements for more information about how long the system retains traffic records.

Printing Traffic Reports

To print the contents of any messaging administration screen, go to Reports and select Measurements. Once you generate a report, click the Print button on the toolbar of your browser.
 

Note: You must have a system printer enabled and available to print screens and reports. If you do not, the print queue fills up with print jobs that cannot be processed. This situation can slow down system performance.

 

Listing of Traffic Reports

Each application on the messaging system provides its own set of reports for tracking data that is relevant and specific to the application itself. The following table lists each traffic report and its purpose. To see more information about a particular table, click the procedure link.


Table: Traffic Reports
Report
Purpose
Procedure Link
Digital Networking
Network Load Traffic
(Hourly/Daily)
Displays the number of calls handled by each active messaging Digital Networking port within a reporting period.
Network Load Daily Traffic Report or Network Load Hourly Traffic Report
Remote Messages Traffic
(Monthly/Daily)
Displays up to 13 months' worth of information about the traffic load between a local messaging system and a specified remote messaging system.
Remote Messages Daily Traffic Report or Remote Messages Monthly Traffic Report
Traffic-Snapshot The total traffic for all the machines with the specified connection type. Also displays the total number of updates. Traffic-Snapshot Daily Report or Traffic-Snapshot Monthly Report

Preparing the System for Traffic Reports

Before you can run a report, you must define the features and requirements for that report. The messaging system gathers data according to the requirements that you set.

Activating the Collection of Traffic Data

You must tell the messaging system to start collecting traffic data before the system can format that data into a report. Reports can be produced for the current day or hour. Therefore, you can start running traffic reports almost as soon as traffic collection is activated. However, data for the full range of reporting periods (such as 192 hours, 8 days, or 13 months, depending on the report) is not available until that many hours', days', or months' worth of traffic data has been collected.

To activate traffic collection for the system and to define the prime time hours for collection:

 

  1. Log in to the Communication Manager Messaging web page.
  2. Under Messaging Administration, select System Administration.

    3. The system displays the Administer System Attributes and Feature page. See Defining Basic Features and Parameters for a complete description of this screen.

  3. Under Miscellaneous Paramters, enter values in the System Prime Time, Start:, and End: fields to indicate the "window" that will be used by the system to analyze and report prime-time traffic data. These values normally correspond to your company's business hours but can be set to any values you want. (Traffic data is also collected at other times, but for reporting purposes, these values designate the prime-time hours.)

    4. d
    The values you enter in these fields affect other system features, such as determining when out-of-hours personal greetings are played and routing out-of-hours calls to automated attendants. Be sure that any changes you make here do not adversely affect other feature functionality.

  4. Under Feature Activations, select Yes in the Traffic Collection? field to collect data during the time interval specified above.

  5. Click Save.

Data Retention Requirements

When traffic collection is activated, the messaging system stores the present collection record. It also stores the records of previous consecutive collection periods. How long each record is retained depends on the type of report, as follows:

  • Traffic records that contain daily information for the feature, load, community, net load, and special features reports are stored for 32 consecutive days.

    • For example, if today is January 1, the present record contains the traffic data collected today, along with the previous 31 daily records, starting with December 31 (yesterday) and going back to December 1.

  • Traffic records that contain daily information for the remote messages and subscriber reports are stored for 8 consecutive days.

    • For example, if today is Monday, the present record contains the traffic collected today, along with the previous 7 daily records, starting with Sunday (yesterday) and going back to the previous Monday.

  • Traffic records that contain hourly information for the community, feature, load, and special features reports are stored for 192 consecutive hours, which equals 8 days of hourly information.

    • For example, if it is 8:15 a.m., the present record contains the traffic records collected since 8:00 a.m., along with the previous 191 hourly records, starting with 7:00 a.m. and going backwards.

  • Traffic records that contain monthly information for the remote messages and subscriber reports are stored for 13 consecutive months.

    • For example, if today is January 15, the present record contains the traffic collected so far this month, along with the previous 12 monthly records, starting with December (last month) and going back to the previous January.

As each new traffic record is collected, the oldest record is deleted. This means that you must produce traffic reports on a regular and timely basis, or you will lose the information that the reports make available to you. This is especially true if you retain the reports for historical purposes, such as for a performance audit or for comparative analysis.

Running Traffic Reports

To run the traffic reports, enter the command for the report that you want on the command line. Include the start date or month, or the starting hour or traffic type, depending on the report. In a few seconds, the system formats the collected data into the specified report. The table for Traffic Reports contains a list of available reports.


 

Note: If you do not enter a specific start date or time, you receive a report for the current day, month, or hour.

Community Daily Traffic Report

The Community Daily Traffic report shows daily measurements of messages that were sent and received by each community.

Report Contents

The report shows the total number of messages that were sent and received by each community. It also shows the number of messages that were not sent or received by each community due to restrictions on sending during any day in the 32-day period, including the current date.

Sending Restrictions Feature

If you use the Sending Restrictions feature, this report monitors the feature's effectiveness and provides data for you to check to ensure that the appropriate communities in your organization are restricted. For example, if a community has a large number of calls that are blocked due to restrictions on sending, you might want to investigate further to determine if there is:

  • An administration problem. Are the correct communities being allowed or denied access?
  • A subscriber problem. Do subscribers know that they are restricted, and is the restriction appropriate?

Also, depending on how you use the feature, this report can provide security information if you are monitoring call activity involving sensitive communities.

To run a Community Daily Traffic report:

You can view the traffic by community for a selected frequency; daily or hourly.

  1. Log in to the Communication Manager Messaging web page.
  2. Under Reports, select Measurements.
  3. Select the Community in the type field.
  4. Select Daily in the Cycle field.

    Community daily mm/dd/yy

    5. where mm/dd/yy is a date up to 31 days prior to the current date that you want as a starting point for the report.

    If you enter a date, the report displays one screen of traffic information for each day from the start date to the current date. If you do not enter a date, today's traffic information is displayed.

    The system displays the Measurements page; Community Daily Traffic. The table for the Field Definitions: Measurements page; Community Daily Traffic details the fields on this screen.

  5. Click Get Report.
Note: To clear a generated report on the page, click the Clear button.

Community Hourly Traffic Report

The Community Hourly Traffic report shows an hourly measure of messages that were sent and received by each community.

Report Contents

The report shows the total number of messages that were sent and received by each community. It also shows the number of messages that were not sent or received by each community due to restrictions on sending during any hour in the 192-hour (eight day) period, including the current hour.

Sending Restrictions Feature

If you use the Sending Restrictions feature, this report monitors the feature's effectiveness and provides data for you to check to ensure that the appropriate communities in your organization are restricted. For example, if a community has a large number of calls that are blocked by sending restrictions, you might want to investigate further to determine if there is:

  • An administration problem. Are the correct communities being allowed or denied access?
  • A subscriber problem. Do subscribers know that they are restricted, and is the restriction appropriate?

Also, depending on how you use the feature, this report can provide security information if you are monitoring call activity involving sensitive communities.

To run a Community Hourly Traffic report:

  1. Log in to the Communication Manager Messaging web page.
  2. Under Reports, select Measurements.
  3. Select the Community in the Type field.
  4. Select Hourly in the Cycle field.

    Community mm/dd/yy hh hour

    5. where mm/dd/yy is the starting date up to 7 days prior to the current date and hh is the 24-hour time up to 191 hours prior to the current hour that you want as a starting point for the report.

    You must specify a date before you can specify an hour. If you do not enter a date, the current hour of the current date is used. If you do not enter an hour, the report starts with the first hour of the date specified. The report displays one screen of traffic information for each hour.

    The system displays the Community Hourly Traffic screen. The table for the Field Definitions: Measurements page; Community Hourly Traffic details the fields on this screen.

  5. Click Get Report.

Feature Daily Traffic Report

The Feature Daily Traffic report shows traffic information on a feature-by-feature basis. Features are divided into call answer features and messaging features.

To run a Feature Daily Traffic report:

  1. Log in to the Communication Manager Messaging web page.
  2. Under Reports, select Measurements.
  3. Select the Feature in the Type field.
  4. Select Daily in the Cycle field.
    • Feature report, daily (mm/dd/yy)

      • where mm/dd/yy is the starting date up to 7 days prior to the current date that you want as a starting point for the report.

      This report records two screens of traffic information for each day.

      The system displays the Measurements page; Feature Daily Traffic. The table for the Field Definitions: Measurements page; Feature Daily Traffic page details the fields on this screen.

Feature Hourly Traffic Report

The Feature Hourly Traffic report shows traffic information on a feature-by-feature basis. Features are divided into call answer features and messaging features.

To run a Feature Hourly Traffic report:

  1. Log in to the Communication Manager Messaging web page.
  2. Under Reports, select Measurements.
  3. Select Feature from the Type field.
  4. Select Hour from the Cycle field.
    • where mm/dd/yy is the starting date up to seven days before the current date and hh is the starting 24-hour time that is a starting point for the report.

      • The date specification precedes an hour specification. If you do not enter a date, the current hour of the current date is used. If you do not enter an hour, the report starts with the first hour of the date specified. The report displays one screen of traffic information for each hour.

      This report records two screens of traffic information for each hour.

      The system displays the Feature Hourly Traffic page. The fields on the page are identical to those on the Feature Daily Traffic page.

Load Daily Traffic Report

The Load Daily Traffic report shows daily load traffic information for 1 to 32 days. Traffic load refers to the number of calls handled by each active port during the reporting period. Port usage measurements indicate how the ports are actually being used.

To run a Load Daily Traffic report:

 

  1. Log in to the Communication Manager Messaging web page.
  2. Under Reports, select Measurements.
  3. Select Load from the Type field
  4. Select Daily from the Cycle field, where mm/dd/yy is the starting date up to 31 days prior to the current date that you want as a starting point for the report.

    The system displays the Measurements page; Load Daily Traffic. The table for Field Definitions: Measurements page; Load Daily Traffic details the fields on this screen.

Load Hourly Traffic Report

The Load Hourly Traffic report shows hourly load traffic information for up to 192 hours (8 days). Traffic load is the number of calls handled by each active port during the reporting period. Port usage measurements indicate how the ports are being used.

To run a Load Hourly Traffic report:

 

  1. Log in to the Communication Manager Messaging web page.
  2. Under Reports, select Measurements.
  3. Select Load from the Type field.
  4. Select Hour from the Cycle field :

    where mm/dd/yy is the starting date up to 7 days prior to the current date and hh is the starting 24-hour time up to 191 hours prior to the current hour that you want as a starting point for the report.

    5. The date specification precedes an hour specification. If you do not enter a date, the current hour of the current date is used. If you do not enter an hour, the report starts with the first hour of the date specified.

  5. Click Get Report. The system displays the Measurements page; Load Hourly Traffic page.

Network Load Daily Traffic Report

The Network Load Daily Traffic report shows network channel traffic one day at a time for up to 32 days. This report can show any nodes that are exceeding specified threshold limits, the number of calls that went unanswered, the number of calls on each channel, and other channel traffic information.

To run a Network Load Daily Traffic report:

 

  1. Log in to the Communication Manager Messaging web page.
  2. Under Reports, select Measurements.
  3. Select Network-Load from the Type field.
  4. Select Daily from the Cycle field.

    where mm/dd/yy is the starting date up to 31 days prior to the current date that you want as a starting point for the report. If you do not enter a date, the current date is used.

  5. Click Get Report. The system displays the Network Load Daily Traffic screen. The table for the Field Definitions: Measurements page; Network Load Daily Traffic page details the fields on this screen.

Network Load Hourly Traffic Report

The Network Load Hourly Traffic report shows network channel traffic 1 hour at a time for up to 192 hours (8 days). This report can show any nodes that are exceeding specified threshold limits, the number of calls that went unanswered, the number of calls on each channel, and other channel traffic information.

To run a Network Load Hourly Traffic report:

 

  1. Log in to the Communication Manager Messaging web page.
  2. Under Reports, select Measurements.
  3. Select Network-Load from the Type field.
  4. Select Hourly from the Cycle field :

      where mm/dd/yy is the starting date up to 7 days prior to the current date and hh is the 24-hour time up to 191 hours prior to the current hour, that you want as a starting point for the report.

      The date specification precedes an hour specification. If you do not enter a date, the current hour of the current date is used. If you do not enter an hour, the report starts with the first hour of the date specified.

       

  1. Click Get Report. The system displays the Measurements page; Network Load Hourly Traffic. The table for the Field Definitions: Measurements page; Network Load Hourly Traffic details the fields on this screen.

Remote Messages Daily Traffic Report

The Remote Messages Daily Traffic report gathers up to 8 days of information about traffic load between a local messaging system and a specified remote messaging system .

To run a Remote Messages Daily Traffic report:

 

  1. Log in to the Communication Manager Messaging web page.
  2. Under Reports, select Measurements.
  3. Select Remote-Messages from the Type field.
  4. Select Daily from the Cycle field.

      where machine is the name of the remote messaging system for which you want information and mm/dd/yy is the starting date up to 7 days prior to the current date that you want as a starting point for the report.

      If you do not enter a date, the current date is used.

       

  1. Click Get Report. The system displays the remote machine.
  2. Select the Remote Machine.
  3. Click Get Report. The system displays the Remote Messages Daily Traffic screen. The table for the Field Definitions: Remote Messages Daily Traffic screen details the fields on this screen.

Remote Messages Monthly Traffic Report

The Remote Messages Monthly Traffic report gathers up to 13 months of information about traffic load between a local messaging system and a specified remote messaging system.

To run a Remote Messages Monthly Traffic report:

 

  1. Log in to the Communication Manager Messaging web page.
  2. Under Reports, select Measurements.
  3. Select Remote-Messages from the Type field.
  4. Select Daily from the Cycle field.
    • remote machine, mm/dd/yy

      • where machine is the name of the remote messaging system for which you want information and mm/dd/yy is the starting month up to 12 months prior to the current month that you want as a starting point for the report. If no month is specified, the current month is used.

       

  1. Click Get Report. The system displays the remote machine.
  2. Select the Remote Machine.
  3. Click Get Report. The system displays the Remote Messages Monthly Traffic screen. The table for the Field Definitions: Measurements page; Remote Messages Monthly details the fields on this page.

Special Features Daily Traffic Report

The Special Features Daily Traffic shows the outcalling traffic information (which includes outcalling, and message delivery) for any day during the most recent 32-day collection period.

To run a Special Features Daily Traffic report:

 

  1. Log in to the Communication Manager Messaging web page.
  2. Under Reports, select Measurements.
  3. Select Special-Features from the Type field.
  4. Select Daily from the Cycle field.
    • special-features day mm/dd/yy

      • where mm/dd/yy is the starting date up to 31 days prior to the current date that you want as a starting point for the report. If you do not enter a date, the current date is used.

       

  1. Click Get Report. The system displays the Special Features Daily Traffic screen. The table for the Field Definitions: Measurements page; Special Features Daily Traffic details each field on the page.

Special Features Hourly Traffic Report

The Special Features Hourly Traffic shows the outcalling traffic information (which includes outcalling, and message delivery) for any hour during the most recent 192-hour (8-day) period.

To run a Special Features Hourly Traffic report:

 

  1. Log in to the Communication Manager Messaging web page.
  2. Under Reports, select Measurements.
  3. Select Special-Features from the Type field.
  4. Select Daily from the Cycle field.
    • special-features hour mm/dd/yy hh

      • where mm/dd/yy is the starting date up to 7 days prior to the current date and hh is the 24-hour time up to 191 hours prior to the current hour that you want as a starting point for the report.

      The date specification precedes an hour specification. If you do not enter a date, the current hour of the current date is used. If you do not enter an hour, the report starts with the first hour of the date specified.

       

  1. Click Get Report. The system displays the Special Features Hourly Traffic screen. The table for the Field Definitions: Measurements page; Special Features Hourly Traffic details the fields on the page.

Subscriber Daily Traffic Report

The Subscriber Daily Traffic report shows traffic information about a specific subscriber for any day within the most recent 8-day period. This report can help you track a particular subscriber's mail-usage patterns.

To run a Subscriber Daily Traffic report:

 

  1. Log in to the Communication Manager Messaging web page.
  2. Under Reports, select Measurements.
  3. Select Subscriber from the Type field.
  4. Select Daily from the Cycle field.
  5. Click Get Report. The system displays Enter Subscriber Extension text box.
  6. Enter the extension of the subscriber.
  7. Click Get Report.
    • Subscriber extension mm/dd/yy

      • where extension is the name or telephone extension of the administered messaging subscriber that you want a report for and mm/dd/yy is the starting date up to 7 days prior to the current date that you want as a starting point for the report.

      If you do not enter a date, the current date is used. This report displays four screens of traffic information for each day.
       

      Note: If the subscriber's name is administered in your system with an embedded space, such as Jane Doe, you must type the name enclosed in quotation marks, for example, "Jane Doe".

      The system displays the Measurements page; Subscriber Daily Traffic. The table for the Field Definitions: Measurements page; Subscriber Daily Traffic details the fields on this screen.

Subscriber Monthly Traffic Report

The Subscriber Daily Traffic report shows traffic information about a specific subscriber for any month within the most recent 12-month period. This report can help you track a particular subscriber's mail-usage patterns.

To run a Subscriber Monthly Traffic report:

 

  1. Log in to the Communication Manager Messaging web page.
  2. Under Reports, select Measurements.
  3. Select Subscriber from the Type field.
  4. Select Monthly from the Cycle field.
  5. Click Get Report. The system displays Enter Subscriber Extension text box.
  6. Enter the extension of the subscriber.
  7. Click Get Report.
    • subscriber extension, month mm/yy

      • where username/extension is the name or telephone extension of the administered messaging subscriber that you want a report for and mm/yy is the starting month up to 12 months prior to the current month that you want as a starting point for the report.

      If you do not specify a month, the current month is used. This report displays four screens of traffic information for each month.
       

      Note: If the subscriber's name is administered in your system with an embedded space, such as Jane Doe, you must type the name enclosed in quotations, for example, "Jane Doe".

      The system displays the Measurements page; Subscriber Monthly Traffic. The fields for this report are identical to that present on the subscriber daily traffic page.

Traffic Snapshot Daily Report

The Traffic Snapshot Daily report shows all of the traffic data that occurred on your messaging system during a specific day. This report shows all incoming and outgoing traffic for local machines and remote machines.

To run a Traffic Snapshot Daily report:


  1. Log in to the Communication Manager Messaging web page.
  2. Under Reports, select Measurements.
  3. Select Traffic-Snapshot in the Type field.
  4. Select Daily from the Cycle field.
  5. Click Get Report. The system displays the connection types.
  6. Select a connection type.
  7. Click Get Report.
    • Traffic-Snapshot, daily mm/dd/yy, connection type tcp/ip, fax

      • where connection type is the type of network connection and mm/dd/yy is the date of the network traffic that you want to display.

      If you do not enter a date, the system uses the current date.

The system displays the Measurements page; Traffic Snapshot Daily.

    This screen displays traffic for each remote machine of the connection type that is displayed in the command history line.

    The table for Field Definitions: Traffic Snapshot Daily details the fields on this screen.

Traffic Snapshot Monthly Report

The Traffic Snapshot Monthly report shows all of the traffic data that occurred on your messaging system during a month. This report shows all incoming and outgoing traffic for local machines and remote machines.

To run a Traffic Snapshot Monthly report:

 

  1. Log in to the Communication Manager Messaging web page.
  2. Under Reports, select Measurements.
  3. Select Traffic-Snapshot in the Type field.
  4. Select Daily from the Cycle field.
  5. Click Get Report. The system displays the connection types.
  6. Select a connection type.
  7. Click Get Report.
    • Traffic-Snapshot, month mm/yy, connection type tcp/ip, fax

      • where connection type is the type of network connection and mm/yy is the month of the network traffic that you want to display.

      If you do not enter a month, the system uses the current month.


      The system displays the Measurements page; Traffic Snapshot Monthly.

      This screen displays traffic for each remote machine of the connection type that is displayed in the command history line.

       

      The table for the Field Definitions: Measurements page; Traffic Snapshot Monthly details the fields on this screen.

Interpreting Traffic Report Findings

The various reports can be helpful tools for system planning, diagnosing system and subscriber problems, and for recognizing and diagnosing trends.

Feature Reports and Grade of Service

The Feature Daily Traffic and Feature Hourly Traffic reports each display two separate reports. These reports list session traffic or message traffic information for up to 32 consecutive days or 192 consecutive hours, respectively. The Maximum Average Voice Ports in Use: field and the Maximum Average MCAPI Sessions in Use: field are particularly important fields in the Feature Daily Traffic and Feature Hourly Traffic reports.

These reports play an important role in determining your system's grade of service (GOS). Among other uses, GOS is used in determining port requirements. Port requirements on the messaging system are based on the use of ports for all applications, including call answer, messaging, automated attendant, outcalling, and call delivery.

Definition of Grade of Service

GOS is a parameter that describes the delays in accessing a port on the messaging system. Ideally, it is recommended that enough ports be provided so that there is always a port available. However, this is not necessary since calls are queued in an automatic call distribution (ACD) group or hunt group until a port is available. This queuing is acceptable to subscribers as long as the delays are not too long.

GOS is defined as the fraction of calls that are queued for longer than 10% of the average holding time on the ports. For example, if the average holding time on an messaging system port is 100 seconds, a 0.05 GOS means that 5% of the calls will experience queueing delays of greater than 10 seconds. A 0.05 or lower GOS is generally recommended for the messaging system.

Determining Grade of Service

To determine the GOS on an installed messaging system, you must retrieve the average number of ports that are used during the busiest hour from the system traffic data. Retrieval can be done by locating the Maximum Average Ports in Use field on the Feature Daily Traffic screen. Calculate the average of this value over several days to get a reliable indicator.

Next, locate the number of ports on your system in the first column of the Port Capacity in Erlangs (Avg. Ports in Use) at Various GOS table. Look across the row until you find the number that is equal to or just larger than your Maximum Average Ports in Use value. The number at the top of the column is the GOS during the busiest hour.

Example of How to Determine Grade of Service

For example, you have a system with 12 ports. Over the course of 54 business days, you record the value in the Maximum Average Ports in Use field on the Feature Daily Traffic screen. You add the five numbers together and divide by five to get an average of 7.25. You then look in the Port column in the table for the row that starts with 12 (the number of ports in this sample system). Looking across that row, note that the value that is equal to or just larger than 7.25 is 7.38. The GOS at the top of that column is 0.05.

You can also use the table to determine the number of ports required for a system under the present load. For example, if a 0.03 GOS is desired, look for the column with the heading of 0.03 GOS. Look down that column to find the number equal to or just larger than the value in the Maximum Average Ports in Use field from the Feature Daily Traffic screen. Then look across to the value in the left-hand column of that row to determine the number of ports required for a 0.03 GOS.

To continue this example, assume that your Maximum Average Ports in Use is 45. Looking down the 0.03 GOS column, the closest value to 45 is 45.38. Looking leftward to the corresponding Port column, you see that 56 ports are required to maintain a 0.03 GOS. Note that ports are always sold in increments of two, so if the number of ports shown is an odd number, round it up by one.


 
Table: Port Capacity in Erlangs (Avg. Ports in Use) at Various GOS
Ports
0.01 GOS
0.02 GOS
0.03 GOS
0.04 GOS
0.05 GOS
0.06 GOS
0.08 GOS
0.10 GOS
2
0.16
0.23
0.29
0.33
0.38
0.41
0.48
0.54
3
0.47
0.61
0.71
0.79
0.86
0.92
1.03
1.12
4
0.89
1.09
1.22
1.34
1.43
1.51
1.65
1.78
5
1.38
1.64
1.81
1.94
2.07
2.17
2.35
2.49
6
1.92
2.24
2.44
2.60
2.74
2.86
3.06
3.22
7
2.51
2.86
3.11
3.31
3.44
3.58
3.81
4.00
8
3.14
3.53
3.81
4.00
4.17
4.33
4.58
4.78
9
3.78
4.22
4.53
4.75
4.94
5.08
5.36
5.58
10
4.44
4.92
5.25
5.50
5.69
5.89
6.17
6.42
11
5.14
5.67
6.00
6.28
6.50
6.67
6.97
7.25
12
5.83
6.39
6.78
7.06
7.28
7.47
7.81
8.08
13
6.56
7.17
7.56
7.83
8.08
8.31
8.64
8.92
14
7.31
7.92
8.33
8.64
8.92
9.14
9.50
9.78
15
8.03
8.69
9.14
9.47
9.72
9.97
10.33
10.64
16
8.81
9.50
9.94
10.28
10.56
10.81
11.19
11.53
17
9.56
10.29
10.76
11.12
11.41
11.65
12.06
12.39
18
10.34
11.09
11.58
11.95
12.25
12.51
12.93
13.27
19
11.12
11.91
12.41
12.79
13.10
13.37
13.80
14.16
20
11.91
12.72
13.25
13.64
13.96
14.23
14.68
15.05
21
12.71
13.55
14.09
14.49
14.82
15.10
15.56
15.94
22
13.51
14.38
14.93
15.35
15.69
15.98
16.45
16.84
23
14.32
15.21
15.78
16.21
16.56
16.85
17.34
17.73
24
15.14
16.05
16.64
17.08
17.44
17.74
18.23
18.64
25
15.96
16.90
17.50
17.95
18.31
18.62
19.13
19.54
26
16.78
17.75
18.36
18.82
19.20
19.51
20.03
20.45
27
17.61
18.60
19.23
19.70
20.08
20.40
20.93
21.36
28
18.44
19.46
20.10
20.58
20.97
21.30
21.84
22.28
29
19.28
20.32
20.97
21.46
21.86
22.20
22.75
23.19
30
20.12
21.18
21.85
22.35
22.76
23.10
23.66
24.11
31
20.97
22.05
22.73
23.24
23.65
24.00
24.57
25.03
32
21.82
22.92
23.61
24.13
24.55
24.90
25.48
25.95
33
22.67
23.79
24.50
25.02
25.45
25.81
26.40
26.87
34
23.53
24.66
25.38
25.92
26.35
26.72
27.32
27.80
35
24.38
25.54
26.27
26.82
27.26
27.63
28.24
28.72
36
25.25
26.42
27.17
27.72
28.17
28.54
29.16
29.66
37
26.11
27.31
28.06
28.63
29.08
29.46
30.08
30.59
38
26.98
28.19
28.96
29.53
29.99
30.38
31.01
31.52
39
27.84
29.08
29.86
30.44
30.90
31.29
31.93
32.45
40
28.72
29.97
30.76
31.34
31.82
32.21
32.86
33.38
41
29.59
30.86
31.66
32.26
32.73
33.13
33.79
34.32
42
30.47
31.76
32.57
33.16
33.65
34.06
34.72
35.25
43
31.35
32.65
33.47
34.08
34.57
34.98
35.65
36.19
44
32.23
33.55
34.38
34.99
35.49
35.91
36.59
37.13
45
33.11
34.45
35.29
35.91
36.41
36.83
37.52
38.07
46
33.99
35.35
36.20
36.83
37.33
37.76
38.45
39.01
47
34.88
36.25
37.11
37.75
38.26
38.69
39.39
39.96
48
35.77
37.16
38.02
38.67
39.19
39.62
40.33
40.90
49
36.66
38.06
38.94
39.59
40.11
40.55
41.27
41.84
50
37.55
38.97
39.85
40.51
41.04
41.48
42.21
42.79
51
38.44
39.88
40.77
41.44
41.97
42.42
43.15
43.73
52
39.33
40.79
41.69
42.36
42.90
43.35
44.09
44.68
53
40.23
41.70
42.61
43.29
43.83
44.29
45.03
45.63
54
41.13
42.61
43.53
44.22
44.77
45.23
45.98
46.58
55
42.03
43.52
44.45
45.15
45.70
46.17
46.92
47.53
56
42.93
44.44
45.38
46.08
46.64
47.10
47.86
48.48
57
43.83
45.35
46.30
47.01
47.57
48.04
48.81
49.43
58
44.73
46.27
47.23
47.94
48.51
48.98
49.76
50.38
59
45.64
47.19
48.16
48.87
49.44
49.92
50.70
51.33
60
46.54
48.11
49.09
49.81
50.38
50.86
51.65
52.28
61
47.45
49.03
50.01
50.74
51.32
51.81
52.60
53.24
62
48.36
49.95
50.94
51.67
52.26
52.75
53.55
54.19
63
49.27
50.87
51.87
52.61
53.20
53.70
54.50
55.15
64
50.18
51.79
52.80
53.55
54.14
54.64
55.45
56.10
65
51.09
52.72
53.73
54.48
55.09
55.59
56.40
57.06
66
52.00
53.65
54.67
55.42
56.03
56.54
57.35
58.01
67
52.91
54.57
55.61
56.37
56.97
57.48
58.31
58.97
68
53.83
55.50
56.54
57.31
57.92
58.43
59.26
59.93
69
54.75
56.43
57.48
58.25
58.86
59.38
60.21
60.88
70
55.66
57.36
58.41
59.19
59.81
60.33
61.17
61.84
71
56.58
58.29
59.35
60.13
60.75
61.28
62.12
62.80
72
57.50
59.22
60.29
61.07
61.70
62.23
63.08
63.76
73
58.42
60.15
61.22
62.01
62.65
63.18
64.04
64.72
74
59.34
61.08
62.16
62.96
63.60
64.13
64.99
65.68
75
60.26
62.02
63.10
63.91
64.55
65.08
65.95
66.64
76
61.18
62.95
64.04
64.85
65.50
66.03
66.91
67.61
77
62.10
63.88
64.99
65.80
66.44
66.99
67.87
68.57
78
63.03
64.82
65.92
66.74
67.40
67.94
68.82
69.53
79
63.95
65.75
66.87
67.69
68.35
68.90
69.78
70.49
80
64.88
66.69
67.81
68.64
69.30
69.85
70.74
71.45
81
65.80
67.62
68.76
69.59
70.25
70.80
71.70
72.42
82
66.73
68.56
69.70
70.54
71.20
71.76
72.66
73.38
83
67.66
69.50
70.64
71.48
72.16
72.71
73.62
74.34
84
68.59
70.44
71.59
72.44
73.11
73.67
74.58
75.31
85
69.51
71.38
72.54
73.39
74.06
74.63
75.54
76.28
86
70.44
72.32
73.48
74.33
75.02
75.58
76.51
77.24
87
71.37
73.26
74.43
75.29
75.97
76.54
77.47
78.20
88
72.30
74.20
75.38
76.24
76.93
77.50
78.43
79.17
89
73.23
75.15
76.32
77.19
77.88
78.46
79.39
80.14
90
74.17
76.09
77.27
78.14
78.84
79.42
80.36
81.10
91
75.10
77.03
78.22
79.09
79.79
80.38
81.32
82.07
92
76.03
77.97
79.17
80.05
80.75
81.34
82.28
83.04
93
76.97
78.91
80.12
81.00
81.71
82.30
83.25
84.01
94
77.90
79.86
81.07
81.96
82.67
83.26
84.22
84.97
95
78.84
80.80
82.02
82.91
83.63
84.22
85.18
85.94
96
79.77
81.75
82.97
83.87
84.58
85.18
86.14
86.91

We recommend that you monitor port usage regularly and plot it over time to anticipate traffic needs. We also recommend that you observe port capacities on a weekly basis on new systems or when you are adding new subscribers, and on a monthly basis on older systems.

Spotting Potential System Problems

In addition to helping determine GOS and port usage, the Feature Daily Traffic and Feature Hourly Traffic reports provide statistical information that is useful for spotting potential problems and for evaluating how your messaging system is actually used. This information includes the:

  • Number of subscribers administered in the messaging system
  • Total call answer and voice session usage time
  • Number of login attempts and abandoned calls
  • Number of voice mail, call answer, broadcast, login, priority, and private messages sent
  • Average length of voice mail and call answer calls
  • Types of messages, including voice, text, and binary attachments

Load Reports

The Load Daily Traffic and Load Hourly Traffic reports display information about the number of calls handled by each active port for up to 32 consecutive days or 192 consecutive hours, respectively.


 

Note: The Maximum Simultaneous Ports in Use field and Maximum Simultaneous MCAPI Sessions in Use field in the Load Daily Traffic and Load Hourly Traffic reports provide valuable information about system load, but they are not for use with GOS calculations.

Spotting Switch Problems

The average number and duration of the calls that are made to the messaging system during the period is reported. These numbers could indicate a problem at the switch with either port coverage or distribution if one port is overloaded and other ports are underloaded.

Spotting Threshold Problems

Threshold exceptions indicate that subscribers tried to use more message or list space than was available and that warnings were issued. These exceptions can be the first indication that you need to change certain information contained in other screens.

If you notice a large number of threshold exceptions for lists, it could mean that you initially miscalculated the maximum number of lists per subscriber. You can increase the number of lists assigned to each subscriber through both the System Parameters Limits and COS screens. You can also ask subscribers to delete old or unnecessary lists.

The upper and lower limits for message space are shown on the screen. If the limits are consistently exceeded, you can do any or all of the following:

  • Increase mailbox size for an individual subscriber on the Subscriber screen or for a Class of Service on the COS screen.
  • Decrease message retention times on both the Subscriber and COS screens. This action limits the length of time that the messaging system retains messages within subscribers' mailboxes, resulting in the more frequent deletion of old messages.
  • Issue a notice (broadcast a message) to subscribers asking them to delete messages immediately after listening to them or to regularly clean both their incoming and outgoing mailboxes.
  • Raise the thresholds administered on the System Parameters Thresholds screen.

Call Management System Reports

Avaya Call Management System (CMS) is a product used with the automatic call distribution (ACD) feature of a Communication Manager server. CMS collects call-traffic data, formats management reports, and provides an administrative interface to the ACD feature. CMS also collects data on and provides an administrative interface to the Call Vectoring feature, which is available with the ACD feature on many Avaya switches.

If your company has a CMS connected to your switch and you are using the Call Vectoring feature to route calls to the messaging system, you have the option of using CMS reports to view messaging traffic data. You can use CMS reports in these circumstances because calls routed to the messaging system through call vectoring are carried on a vector directory number (VDN), which is an extension defined in the switch software. CMS collects data on VDNs and can generate reports on VDNs. Thus, CMS reports on the VDN that carries calls to the messaging system contain traffic data for the system.

The following are examples of the types of messaging data that CMS VDN reports collect:

  • The total number of calls to the messaging system
  • The average time that calls waited before being answered by the messaging system (if you are using managing split or route to split commands)
  • The average length of a call (average talk time) to the messaging system
  • The number of calls that transferred out of the messaging system
  • The busiest hour of the day, based on the number of calls

For more information about CMS and the data you can collect, see the Avaya Call Management System Administration document, and the Avaya Call Management System Reports document for your specific CMS release.


 


CMS also collects data about the messaging system by identifying the messaging system as a measured ACD split/hunt group. However, measuring a messaging split with CMS is not recommended because messaging split activity can significantly deteriorate the performance of CMS. The messaging split and agent data can also quickly fill CMS disk space.

In addition, CMS VDN data about the messaging system might not match the data collected in messaging traffic reports or ADAP. Calls might spend time in vector processing before actually connecting to the messaging split. CMS collects VDN data on calls during this time, but messaging does not. Additional discrepancies can exist for various reasons, including differing points at which CMS and the messaging system count answered and abandoned calls and the way calls are tracked while being rerouted through the switch.

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