CIP/EIP Administration Guide

Overview

Central Intelligence Platform

The Central Intelligence Platform (CIP) is a key architectural component of the Unified Communications Management Platform (UCMP), which enables a business partner or service integrator to provide managed services throughout their customer base through its multi-tenant application security and design. The CIP is a server cluster that is available in two models, the first of which is the most common model:

• A model provided by Nectar in a hosted data center family that is dedicated to a business partner or service integrator
• A custom model (or models) hosted in a partner data center or on premise, dedicated to that customer (or customers)

The CIP houses registration and communication proxy systems that enable a service provider’s Network Operations Center (NOC) or Service Operations Center (SOC).

The CIP is capable of proactive and reactive notifications, based on thresholds, degradation, or infrastructure/service failures. The CIP provides these functions across customers. It provides secure connections to end-client deployed premise equipment (RIGs) and subscribes to information channels between the service provider responder and that location.

Enterprise Intelligence Platform

The Enterprise Intelligence Platform (EIP) is a system module that is typically deployed on a separate server with the option of a HA cluster. The EIP contains registration and communication proxy systems. It provides users with a centralized, consolidated, global single sign-on view for environments that have multiple RIG deployments or must run the Nectar Intelli-Q module.

The EIP enables global dashboards, which act as a launch point or provide a consolidated view of customer dashboards from multiple downstream RIGs. The dashboards also provide centralized alarming of all RIGs.

Users/responders can also use the system to:

• Securely connect to downstream RIGs.
• Pass commands.
• Subscribe to information channels between user/responder and the equipment to which a RIG is providing proxy access.

For large enterprise deployments, UCMP can provide a similar hierarchical system that enables EIP to connect to an external CIP that is typically housed in a service provider network.

About this Guide

Each dedicated partner CIP/EIP is managed by Nectar from its initial installation and configuration to ongoing monitoring, software release management, and maintenance. This guide provides additional instructions relating to partner administration, configuration, and management of dedicated CIPs/EIPs. It covers tasks relating to using the Nectar client for access to the CIP/EIP, administering security for groups and users, organizing system access and permissions, configuring network monitors, using the Intelli-Q module, and much more.

Audience

This guide is intended for Nectar Subject Matter Experts (SMEs) within a partner who have a strong working knowledge of the partners managed service offers, service delivery commitments and SLA obligations. The Nectar SME generally has expertise in infrastructure management and monitoring, and/or Unified Communications (UC) with system administration access and a strong working knowledge of Nectar UCMP.

Supported Software Versions

• Nectar UCMP v8.6

Related Articles

• Remote Intelligence Gateway (RIG) Administration Guide Installation Guide
• External Authentication Administration Guide 

System Architecture

The Nectar UCMP is a modular framework, which includes Nectar Foundation and Nectar Diagnostics. Primary features include UC Monitoring and Management, Event Management, Health and Performance, Capacity and Reporting, and Network Assessments (Perspective). These components enable synthetic traffic generation, monitoring, diagnostics, remote administration, and advanced event and performance management capabilities.

This section discusses the following major system components and architecture and the role that each play in the overall Nectar UCMP:

Central Intelligence Platform

Enterprise Intelligence Platform

Remote Intelligence Gateway

Client Application

Client Portal

Secure Remote Session Transport Protocol

Dependency Tree System

Maps

Central Intelligence Platform

The Central Intelligence Platform (CIP) is a server cluster typically hosted in a service provider facility that is dedicated to a service organization. The CIP houses registration and communication proxy systems that allow service provider responders to receive alarms, securely connect to end-client deployed premise equipment (RIGs) for passing commands, and subscribe to information channels between the service provider responder and that location. For large enterprise deployments, UCMP can also provide a hierarchical system comprised of multiple EIPs called a CIP.

Enterprise Intelligence Platform

The Enterprise Intelligence Platform (EIP) is a system module that is typically deployed on a separate server with the option of a HA cluster. The EIP contains registration and communication proxy systems. It provides users with a centralized, consolidated, global single sign-on view for environments that have multiple RIG deployments or must run the Nectar Intelli-Q module.

The EIP enables global dashboards, which act as a launch point or provide a consolidated view of customer dashboards from multiple downstream RIGs. The dashboards also provide centralized alarming of all RIGs.

Users/responders can also use the system to:

• Securely connect to downstream RIGs.
• Pass commands.
• Subscribe to information channels between user/responder and the equipment to which a RIG is providing proxy access.

For large enterprise deployments, UCMP can provide a similar hierarchical system that enables EIP to connect to external CIP that is typically housed in a service provider network.

Remote Intelligence Gateway

The Remote Intelligence Gateway (RIG) is a client-site monitoring and reporting appliance, which is part of the UCMP. The RIG is a device deployed at a client premise that serves multiple roles:

• Interrogation engine interacting with equipment at the client premise targeted for management.
• Local (client-premise resident) repository for event data, performance feeds, and business intelligence monitors.
• Aggregation point for disparate alarming sources into a common event structure.
• End-client dashboard host where business level management views can be pushed to the client for client-premise/network-based access.
• Can host engineering tools and be remotely accessed to allow responders a launch point from within the client's premise, ensuring smooth and accurate use of responder tools.
• Client Application (EIP) registration for consolidated single sign-on, global views for multi-RIG deployments (optional).
• Central Intelligence Platform (CIP) registration of the client premise or client network to an external service provider where Nectar UCMP is being used to facilitate third-party service provider support and remote access (optional).

RIGs can communicate with registration services at an EIP and CIP level and operate in a store and forward manner for information channel feeds. Because RIGs have local data stores, there is persistence with collected information at all times. A single instance of a RIG is required to monitor an end-to-end UC infrastructure. RIGs can be stacked, so a single physical system can monitor multiple UC infrastructures.

Client Application

The Client Application (CA) component allows for full use of bi-directional SRSTP control. Application extensions are allowed to initiate new information channel subscriptions that are ready for broadcast from RIGs or (DAs). CA also allows for the switching of registration between multiple sources, such as a CIP, a deployed client RIG, and/or a DA. The CA is dynamically loaded to a user’s system via a standard web browser that facilitates loading and communicating CA on the user’s system. CA is a graphical interface that connects to multiple Nectar systems, including but not limited to CIP, EIP, RIG, and DA, which are included in the applicable core platform product.

Client Portal

Different from the CA, the Client Portal (CP) (dashboard) is used to only push views. CPs are typically deployed to allow clients visibility to key metrics of the infrastructure being managed. For example, bandwidth utilization on key network connectivity points, concurrent call server registrations, digital signal processing utilization, and element host health statistics (memory, CPU, disk, network interfaces, and so on).

CPs are customizable to fit the needs of the client and deployment, ensuring usefulness and securing vital desktop real estate with the client's management staff, further promoting the value of the overall solution. CP can be launched from CIP, EIP, and RIG, which are included in the applicable core platform product.

Secure Remote Session Transport Protocol

Secure Remote Session Transport Protocol (SRSTP) is a hybrid communications protocol consisting of an information bus and proprietary transport protocol. SRSTP allows for secure registration of platform components between and amongst themselves and the passing of commands and data where allowed or authorized. The communications bus is designed in a publish and subscribe manner similar to electronic trading platforms found in modern financial markets. SRSTP allows for many client-bound sessions to simultaneously exist, promoting collaboration capabilities from responders to co-resolution or training purposes.

Dependency Tree System

On a CIP, a dependency tree allows you to build the organizational structure. You can create dependency trees per organization and assign users to that organization. You can then add RIGs to the dependency tree as an element. This helps you restrict access to RIGs within your CIP. For more information, see Dependency Trees.

Maps

Maps at a CIP level are rarely used. If maps are required, consult your Nectar representative.

Nectar Client Overview

The Nectar Client is a Java application that is delivered using Web Start technology. To use the Client on a machine, make sure that Java is integrated with your web browser.

Note

You can test your browser for Java support or download a run-time copy of Java for your machine by visiting Oracle’s Java website:

https://www.java.com

Follow the directions to install the Java environment in your web browser.

This section includes the following:

Launch and Log In Using the Nectar Client

Command Buttons

Menu Bar

Status Bar

Alert Status Summary

System Tray Icon

Launch and Log In Using the Nectar Client

To launch and log in using the Nectar Client to the CIP, open your Java-enabled browser and enter the URL provided by the UCMP administrator:

http://[your_company_name]-cip1.nectarvoip.com

Java uses the link to download a description file; then downloads the support files that comprise the client application. The files are cached on the local computer, so subsequent application launches take less time.

Note

You may start subsequent client application launches directly from your local computer using the Java WebStart Viewer application.

However, if you launch your client application session from the URL, you automatically receive new updates to the client application.

The Nectar Portal Login window appears:

Figure 3-1 Nectar Portal Login

1. Enter your Username and Password.
2. Click the drop-down arrow and select a location server.

Note

Use the Location field to connect to different servers/systems.

However, the Location is automatically set to the correct location server, if you launch from a URL.

1. From the Nectar Portal Login window, select one of the following check boxes, as needed:
   • Click Remember Login, if you want the Nectar client to remember your Username and

Password.

Next time you log in, your Username and Password will automatically appear in the designated fields.

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  • Click Login Automatically, If you want to log in automatically (and skip the Nectar Portal Login window).

Next time you log in, you will bypass the Nectar Portal Login window, and proceed to the

Summary View window.

1. Click Login.

Based on your permissions, you will either see the Summary View or Intelli-Q Dashboard appears. The Intelli-Q Dashboard will only appear if you have this configured. For more information on Intelli-Q, see Intelli-Q.

Command Buttons

The command buttons are located in top-right corner of any view window. These buttons allow you to perform functions, such chatting with other users, changing passwords, and setting screen preferences.

Table 3-1 User Options

Menu Bar

The CIP menu allows you to navigate to the various CIP functions

Figure 3-2 CIP Menu Bar

To use the menu navigation bar, click on one of the following options:

CIP

Intelli-Q

Health

Dashboards

Reports

Tools

Configure

These menu items are discussed throughout this guide.

Status Bar

The status bar provides the following CIP information:

• Primary: Primary server version; also shows if this is Online or Offline.

Note

A green status icon indicates that the server is functioning properly. A yellow status icon indicates that the server is unlicensed or incorrectly configured. Hovering over the status icon provides more information as to what the problem is. For example, this status shows that the server is unlicensed:

Figure 3-3 Unlicensed Server

• RTD: Round Trip Delay is a measure of time that it takes for the CIP to communicate and get information from the box that is being monitored.
• Users: Number of users assigned to this CIP.

Alert Status Summary

Figure 3-4 Status Bar

At a CIP level, the Status Summary panel in the bottom-left corner of window provides a summary of events on all RIGs in the Location panel.

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  1. System Tray Icon

Figure 3-5 Status Summary

When you click x to close the Nectar client window, rather than selecting Exit from the User options, the System Tray icon appears on your computer task bar.

Select one of the following:

Figure 3-6 System Tray Icon

• Click on the icon to open the Nectar client window.
• Right-click on the icon and select Restore to open the Nectar client window.
• Right-click on the icon and select Exit to completely close the application.

Security Administration

The Permission module stores login information and user permissions. It is a required module for all CIP installations. Permissions for each CIP server are managed in the Permission Manager.

Managing permissions includes the following tasks:

Manage Users

Manage Groups

Manage Authentication

Manage Password and Session Rules

Reset Expired Passwords

Reset Password History

Expire Password Now

Manage Users

This section explains how to manage CIP users:

Add a User

Enable Two-Factor Authentication

Edit a User

Remove a User

Add a User to a Group

Add a User

Follow these steps to add a user:

1. Navigate to CIP > Permissions.

Figure 4-1 CIP > Permissions

1. In the Permissions window, click Add.

Note

You can also select a user, right click, and select Add from the menu.

The Add User window appears.

Figure 4-2 Add

Figure 4-3 Add User

1. Enter a Username that is alphanumeric and case sensitive without a minimum or maximum value.
2. Enter the user’s password in the Username and Confirm fields.

Note

See Manage Password and Session Rules for instructions on setting up user password rules.

1. In the Organization field, enter the organization to which the user is assigned (typically root).
2. From the Default Dashboard menu, select a default dashboard that will show up by default when you navigate to Dashboards > Dashboard.
3. Click OK.

Enable Two-Factor Authentication

Two-factor authentication provides an additional layer of security.

Follow these steps to enable two-factor authentication for a specific user:

1. Navigate to CIP > Permissions.
2. The Permissions - Users window appears.
3. Select a user; then right-click and select Enable Two-Factor Authentication.

Figure 4-4 Enable Two-Factor Authentication

The Enable Two-Factor Authentication window appears.

1. Click Yes.

Figure 4-5 Enable Two-Factor Authentication

The Two-Factor Auth Setup window appears.

Figure 4-6 Two-Factor Auth Setup

1. Enter the following information for the two-factor authentication:

1. Click Next.

The following window appears with the new generated Secret key.

Figure 4-7 Secret Key

1. Scan the generated QR-Code using a third-party authentication application, such as Google Authenticator or WinAuth, to generate a one-time password (OTP); then click Next.

The authentication application creates an OTP that is valid for a short period of time.

Note

You can also manually enter the Shared-key in the authentication application to generate an OTP. You will need to click the Show Shared-key check box to view the key.

1. When the following Confirm with OTP window appears, enter the OTP generated from the authentication application to complete the setup.

Figure 4-8 Confirm with OTP

1. Click Finish.

Note

For each login, a generated OTP from the authentication application must be entered in addition to the username and password.

To disable, select a user; then right-click and select Disable Two-Factor Authentication. Click Yes to confirm.

Edit a User

Follow these steps to edit a user:

1. Navigate to CIP > Permissions. The Permissions window appears.
2. Select a Username; then click Edit.

Figure 4-9 Edit User

The Edit User window appears.

Figure 4-10 Edit User Window

1. Select the Password check box to make the Password and Confirm fields editable so that you can change the user’s password.

Note

See Manage Password and Session Rules for instructions on setting up user password rules.

1. Make changes to the following selections as needed:

Organization

Default Dashboard

1. Click OK.

Remove a User

Follow these steps to remove a user:

1. Navigate to CIP > Permissions. The Permissions window appears.
2. Select a Username you want to remove; then click Remove.

Figure 4-11 Remove User

The Remove User window appears.

1. Click Yes.

Add a User to a Group

To control user access to functional areas within the system, a group with designated permissions may be assigned or removed from the user.

Follow these steps to add a user to a group:

1. Navigate to CIP > Permissions. The Permissions window appears.
2. Select a Username; then click Add to Group.

Figure 4-12 Add to Group

The Add User to Group window appears:

Figure 4-13 Add User to Group Window

Note

You can select multiple groups to assign to a user:

• Hold down the Shift key to highlight groups located next to each other; then click Add.
• Hold down the Ctrl key to randomly select a group; then click Add.

1. Select a group in the list, and click Add.

Note

The Add User to Group window is populated with groups that you create, as discussed in Add a Group.

The user is now assigned to that group.

1. View a selected user’s group memberships in the Group Membership pane.

In this example, user User1 is assigned to Group 1.

Figure 4-14 User Permissions

Manage Groups

Groups allow you to grant users specific access to system areas. The Permission Manager does not contain default user groups.

Add a Group

Follow these steps to add a group:

1. Navigate to CIP > Permissions.
2. In the Permissions window, select Groups; then click Add.

The Add Group window appears.

Figure 4-15 Add Group

Figure 4-16 Add Group

1. Enter the name of the new group, such as Admin.
2. Click the drop-down arrow and select the Default Dashboard for this group.
3. Select Backups to add the group to the backup server instance.
4. Click OK.

The new group name and dashboard appear with the other groups.

Edit a Group

Follow these steps to edit a group:

1. Navigate to CIP > Permissions.
2. In the Permissions window, select Groups.
3. Select a group in the Groups pane; then click Edit in the menu. You can also select the Edit

button beneath the Groups name.

The Edit Group window appears:

Figure 4-17 Edit Group

Figure 4-18 Edit Group

1. In the Group Name field, you can edit the group name.
2. Edit the Default Dashboard, as needed.
3. Select Backups to add the group to the backup server instance.
4. Click OK.

Remove a Group

Follow these steps to remove a group:

1. Navigate to CIP > Permissions.
2. In the Permissions window, select Groups.
3. Select a group in the Groups pane that you want to remove; then click Remove.

Figure 4-19 Remove Group

The group is removed from the Groups pane.

Assign Permissions to a Group

Follow these steps to assign permissions to a new group:

1. Navigate to CIP > Permissions.

Figure 4-20 Add Permission to Group

1. In the Permissions window, select Groups.
2. Select a group; then click Add Permission.

The Add Permissions window appears.

Figure 4-21 Add Permissions

1. Select a permission, such as admin - Gives administrative rights to group.
2. Click Add.

Note

The two most important permissions in the list are:

• admin - This permission gives the user access to the entire RIG.
• client.local.dashboardOnly - Gives user access only to the dashboard of the local system.

The selected permission is added to the group.

Note

You can add multiple permissions to a group:

• Hold down the Shift key to highlight permissions located next to each other; then click Add.
• Hold down the Ctrl key to randomly select permissions; then click Add.

1. View a selected group’s permissions in the Permissions pane. In this example, the group user is assigned the permission, client.serverLicense.

Figure 4-22 Group Permissions

Manage Authentication

Follow these steps to select an authentication type:

1. Navigate to CIP > Permissions. The Permissions window appears.
2. Click Authentication.

Figure 4-23 Authentication

1. Select one of the four available authentication types; then click Save Changes:

Local Store

LDAP

Active Directory/Windows NT

RADIUS

Note

For more information on these authentication types, see External Authentication Administration Guide.

Manage Password and Session Rules

Follow these steps to set up password and session rules for local users/groups accessing your EIP:

1. Navigate to EIP > Permissions.
2. In the Permissions window, click Rules.

Figure 4-24 Password Rules

1. Select any of the available password rules for local users/groups accessing your EIP.
2. Click Save Changes to apply these changes.

Reset Expired Passwords

Follow these steps to reset expired account passwords:

1. Navigate to EIP > Permissions. The Permissions window appears.
2. Select the user whose password has expired; then right-click and select Reset Expired Password.

Figure 4-25 Reset Expired Password

1. Click Yes at the prompt to confirm your decision to reset this user’s password. The user will receive a notification with a temporary password.

Reset Password History

Follow these steps to reset a user’s password history, so they can reuse former passwords:

1. Navigate to EIP > Permissions. The Permissions window appears.
2. Select the user whose password history you are resetting; then right-click and select Reset Password History.

Figure 4-26 Reset Password History

1. Click Yes at the prompt to confirm your decision to reset this user’s password history.

Expire Password Now

Follow these steps to immediately expire a user’s password. This is useful when a user has left the company and you want to prevent them from accessing the system.

1. Navigate to RIG > Permissions. The Permissions window appears.
2. Select the user whose password you want to immediately expire; then right-click and select

Expire Now

Figure 4-27 Expire Now

1. Click Yes at the prompt to confirm your decision to expire this user’s password immediately.

Intelli-Q

The Nectar Intelli-Q Alarm Routing Module is used to identify client issues from distributed RIGs and place those issues into alarm queues and team-oriented workflows. Intelli-Q allows for your service bureau to also create various service offerings to clientele past simple alarm receipt and forward. For example, equipment break-fix alarms can be placed in one queue, while facilities- related problem and after-hours support may be placed in others. Intelli-Q provides a service bureau’s support desk the ability to place Service Response Timers onto alarm types or by customer to allow for the Service Level Agreements (SLAs) between the service bureau and the clients.

In addition, Intelli-Q allows for expanded alarm receipt and workflow functionality where the service bureau can automatically assign alarms to various queues and users or allow for dissemination leveraging dispatching functionality.

This section includes the following:

Overview

Working with Queues

Assign, Close, or Email an Issue (from the Alarm Diary)

Work Queue Menu Options

User Queue Menu Options

View Alert Details

Configure Intelli-Q

Issues by Queue

Issues by User

Chat System

Custom Lists

Admin

Escorts

Default Escorts

Edit Importances

Edit Escorts

Overview

Within this module, the following terms are used:

• Issue - An alarm represented by a dependency tree or an aggregate alarm that has been delivered from the UCMP to an EIP.
• Queue - Contains a list of Issues. There can be one or more shared Queues defined in the Intelli-Q module, in addition to a User Queue related to each user in the system.
• Importance - An administrator-defined entry that consists of a name, priority, and foreground and background colors. An importance is assigned to each issue in order to prioritize within a Queue. The importance can be assigned automatically based on time constraints or assigned manually by a user.
• Escort - An issue handler that is assigned to an issue in order to automatically place it in a queue or escalate its importance over time.

To access the Intelli-Q module, you must be at the EIP level in the left pane; then click the Intelli-Q

menu item:

Figure 5-1 Accessing Intelli-Q

Note

Users can also access Intelli-Q by clicking the exclamation mark next to the chat icon:

If the user has no assigned issues, the exclamation mark will be a bell icon:

The Intelli-Q is arranged into three segments:

• Queues - A gray triangle at the left of the queue name will identify the current queue displayed.
• Work Queue (top) - This contains all issues that have not been assigned to a user or queue.
• User Queue (bottom) - This contains issues that have been assigned to the user either directly or through a queue that the user belongs to.

Figure 5-2 Intelli-Q Panels

Working with Queues

To view multiple queues, hold the Shift key and select all desired queues. You can also click the down arrow and select Select All.

Figure 5-3 Select All Queues

When a new issue is displayed, the queue will adjust to match the issue color of highest importance.

Figure 5-4 Issue Importance

The issues are organized according to the Status Summary:

Figure 5-5 Status Summary

Double click on an issue in any queue to display more details, such as:

1. View a Dependency Tree showing where the alarm initiated (indicated here in red).
2. View the Diary Entry, which contains these details:
   1. Time M - Time when the alarm occurred in milliseconds
   2. Time Text - Date and time when the alarm occurred.
   3. Type - Alarm type
   4. User - User who is assigned to the issue (if there is one)
   5. Message - Alarm message

Figure 5-6 Preview the Issue Alarm Details

Within the Dependency Tree, double click on a particular node to view more details:

Figure 5-7 Dependency Tree Node Details

Assign, Close, or Email an Issue (from the Alarm Diary)

Follow these steps to assign an issue to yourself, close an issue, or email the issue to yourself or another user:

1. Double-click on an issue in a queue.
2. In the Diary Entry pane, you have the following options:
   • Assign to Me - Click this button to take ownership of the issue and place the issue in your queue.
   • Close Issue - Click this button to close the issue if it has been resolved.
   • Send - Enter an email address in the Message field and click this button to send the issue to yourself or another user.

Figure 5-8 Assign, Send, or Close an Issue

Work Queue Menu Options

Depending on their permission level, users can right-click on a Work Queue issue and select one of the following menu options:

Figure 5-9 Work Queue Menu

• View Issue - Displays additional issue details, as discussed in Working with Queues.
• Assign Issue to Me - Assigns the issue to yourself. The issue is moved from the Work Queue to your User Queue.
• Assign Issue - Opens the Assign Issue to User window, where you can select a user to assign the issue to; then click Apply.

Figure 5-10 Assign Issue to User

• Close Issue - Opens the Close Issues window, where you close an issue by clicking Update.

Figure 5-11 Close Issues

• Add Ticket Number - Opens the Add Ticket Number window where you can add a ticket number to the issue; then click OK.

Figure 5-12 Add Ticket Number

• Place in Queue - Opens the Assign Issue in Queue window, where you can select a queue for assignment; then click Apply.

Figure 5-13 Assign Issue to Queue

• Change Importance - Opens the Change Importance window, where you can select a new importance for the issue; then click Apply.

Figure 5-14 Change Importance

• Change Issue Escort - Opens the Change Escort window, where you can select a new escort for the issue; then click Apply.

Figure 5-15 Change Escort

User Queue Menu Options

Depending on their permission level, users can right-click on a User Queue issue and select one of the following menu options:

Figure 5-16 User Queue Menu

• View Issue - Displays additional issue details, as discussed in Working with Queues.
• Accept Issue - Allows a user to take ownership of an issue. This places the issue in the user’s queue.
• Surrender Issue - Allows a user to surrender ownership of an issue. This places the issue back in the main queue where other users can take ownership of it.
• Close Issue - Opens the Close Issues window, where you close an issue by clicking Update.

Figure 5-17 Close Issues

• Add Ticket Number - Opens the Add Ticket Number window where you can add a ticket number to the issue; then click OK.
• Change Importance - Opens the Change Importance window, where you can select a new importance for the issue and then click Apply.
• Assign User - Opens the Assign Issue to User window, where you can select a user to assign the issue to; then click Apply.
• Change Escort - Opens the Change Escort window, where you can select a new escort for the issue and then click Apply.

View Alert Details

Figure 5-18 Change Escort

To view alert details, select the Alert Events tab.

Figure 5-19 Alert Events Tab

This allows you to view the following alert details:

• Alert - Alert importance. In the figure above, the importance is Good.
• First Time - First time the alert occurred.
• Last Time - Last time the alert occurred.
• Device - Affected device.
• Display - Affected display.
• EventId - Event ID attached to the alert.
• Description: Alert description.
  1. Configure Intelli-Q

Administrators have access to a global view of the issue situation within the Intelli-Q system. To open the administrator views, navigate to Configure > Intelli-Q:

Figure 5-20 Configure > Intelli-Q

The following options are displayed:

Figure 5-21 Manage Alert and Admin Options

Manage the Intelli-Q by setting up the system in the Admin section and use Manage Alert section for quick reference of the Intelli-Q.

The following items are discussed in more detail in the following sections.

Manage Alert

• Issues by Queue - Select a queue to display all assigned issues.
• Issues by User - Select a user to display all assigned queues.
• Custom Lists - Create a list of all issues by defining specific variables, such as “Alert” or “elementName”.

Admin

• Admin - Set up your queues, users, email, escorts, importances, and options.
• Debug View - Displays issues (open/closed) by element or event.
• Show All Diaries - Lists all diary entries by identification number, which includes such details as the server name, element name, and message.
• Search For Diaries - Allows you to search for diary entries.
  1. Issues by Queue

Click Issues by Queue to view all of the queues in the system:

Figure 5-22

Select a queue in the left pane to display all associated issues in the right pane. You can assign issues to other queues, change importance, and reassign ownership by right-clicking on the issue name and selecting the appropriate menu option.

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  1. Issues by User

Figure 5-23 View Issues by Queue

Click Issues by User to view all assigned issue queues for each user:

Figure 5-24 Issues by User

All issues for each selected user will be displayed to the right. A user can then Surrender, change importance, and reassign ownership by right-clicking on the queue name.

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  1. Chat System

Figure 5-25 Issues by User

The Chat icon (located in the top-right corner of the console) allows you to access the Nectar Chat System. This is an instant messaging system that allows chat sessions among logged in users:

Figure 5-26 Chat Icon

Follow these steps to use the Chat system:

1. Select theicon at the top right area of the window.

A list of chat contacts appears in the Chat panel. Your name is located at the top of the list:

Figure 5-27 Chat Contacts

1. To set your chat status, click the button beneath your name in the Chat panel, and select one of the following statuses:

Online

Away

Busy

Offline

Figure 5-28 Chat Status

1. To chat with someone, double-click on their user name in the Chat panel.
2. Enter your message in the field at the bottom of the right panel and press [Enter] to send the message. The message appears in the top-left corner of the panel.

Figure 5-29 Chat Window

The message immediately appears.

Note

The dialog between the two users is distinguished by font color: blue and red.

The history of the chat session remains in the top portion of the window.

You can use the Chat panel to exchange data as well as conversations. Drag and drop events into the Chat field as links that direct the other user to the event details.

• 
  
  1. Custom Lists

1. To create a custom list, click Custom Lists.

Figure 5-30 Custom Lists

1. Right-click the Lists table and select Add from the menu:

Figure 5-31 Lists > Add

Note

To edit a Custom List, select Edit from the menu.

To remove a Custom List, select Remove from the menu.

The Edit Custom List window appears:

1. In the List Name field, enter a name for the list you are creating.
2. The Boolean expression begins with IF. Right click on IF and then add a tree leg. For example, select Add Condition:

Figure 5-32 Edit Custom List

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  1. Use the Variable drop menu to select a variable. This represents the system field name.
  2. Use the Function drop menu to select the function. This represents the association between the variable and the value.
  3. Enter the value in the Value field. This represents the type of variable being defined.
  4. Select the Value is Variable check box to confirm whether or not the value is able to change.
  5. Repeat this process to further define your custom list by adding AND, OR, NOT, XOR, and Condition clauses.
  6. Click Update when you have finished defining your custom list.

• 
  
  1. Admin

Figure 5-33 Add Condition

Click Admin to open the Administration pages:

Figure 5-34 Admin

By clicking Admin, you have access to several different tabs where you can configure:

• Queues and Users - Add new queues into the system and assign members.
• Users and Queues - Add users to the Intelli-Q and assign queues to each member.
• User Emails - Add email accounts to each individual.
• Default Escorts - Create default rules for issues entering the Intelli-Q.
• Edit Importance - Create an alert structure that will weigh the significance of each issue.
• Edit Escorts - Create additional rules for administering the distribution of issues for their duration in Intelli-Q. This feature is for escorts that already exist in the system.
• Scripted Action - Create new scripts, edit existing scripts, test compile scripts, and remove scripts.
• Options - Use ONLY to adjust the default escort index.

Figure 5-35 Intelli-Q Admin

Queues and Users

The Queues and Users tab allows you to add and remove queues and users.

Figure 5-36 Queues and Users Tab

Add Queue

Follow these steps to add a queue:

1. Right-click on a queue and select Add:

Figure 5-37 Add

1. Enter the queue name and click OK:

Figure 5-38 Add Alarm Queue

The new queue appears in the queues list to the left.

Remove Queue

Follow these steps to remove a queue:

1. Right-click on a queue to be deleted and select Remove:

Figure 5-39 Remove

The Remove Queue window appears.

1. Click Remove.

Add User

Users can be added to queues. When a user is added to a queue, then the user can see the queue in the Intelli-Q client view.

Follow these steps to add a user to a queue:

1. Select the desired queue.
2. Right-click in the Users list and select Add User to Queue.

Figure 5-40 Add Users to Queue

1. In the Add User to Queue window, select a user to add to the queue; then click Add.

Note

This list is populated with all users that have been added to this EIP through the CIP >

Permissions menu option.

Figure 5-41 Add User to Queue

Remove User

Follow these steps to remove a user from a queue:

1. Select the desired queue; then select the desired user.
2. Right-click on the user; then select Remove User from Queue:

Figure 5-42 Remove User from Queue

The user is deleted from the queue.

Users and Queues

The Users and Queues tab provides a list of users derived by the user permissions of the EIP. Queues can be associated and disassociated from users, and an alert ability assigned when a queue is filled.

Figure 5-43 Users and Queues Tab

Right-click within the Queues pane and select from one of the following options:

• Add Queue to User - Highlight to select a queue from the system.
• Flash When Queue Filled - Click to set to true and the queue will blink when filled.
• Don’t Flash When Queue Filled - Click to set to false and the queue will not blink when filled.
• Remove Queue From User - Highlight user and click to remove the user from the assigned queue.

User Emails

The User Emails tab provides the notification information for the users in the Intelli-Q. Multiple email addresses can be added into the system. For each email address, you can define an email distribution schedule for a monitored element(s) with a specific alarm, and/or queue(s).

Figure 5-44 User Emails

Follow these steps to edit user emails:

1. Select the User Emails tab.

The Intelli-Q Admin - User Emails window appears with a list of user emails.

Figure 5-45 User Emails

1. Right-click on a user email in the User Emails pane and select Add.

Figure 5-46 Add Email

The Add User Email window appears.

1. Enter the following information:

Figure 5-47 Add User Email

Table 5-1 Parameters

The window also controls the following tabs that can be used for several different situations where the user may want to receive an email:

Email Elements

Email Queues

Email on Merged Events

Email Elements

Follow these steps to control the sending of Issue emails related to specific Servers and Elements.

Note

Queuing should be used as the primary email source to email all alarms.

The use of Event Forwarding in Email Alerting should not be used as the main method for email alerts.

1. Click the Email Elements tab to view the available parameters:

1. Select the following, as needed:

Figure 5-48 Email Elements

Table 5-2 Parameters

Table 5-2 Parameters

Add Server or Server and Element Combination

Follow these steps to add a server (or server and element combination):

1. Right-click in the Element Inclusions table and select Add.

Figure 5-49 Add Server (or Server and Element Combination)

The Add Email Element window appears.

Figure 5-50 Add Email Element

1. Select a specific server in the left pane to view the Elements in the right pane.
2. Select multiple servers, or multiple elements, by holding down the Shift or Ctrl key; then click

Add to add them to the Element Inclusion list.

1. Click Apply.

Remove Server or Server and Element Combination from List

To remove a specific server (or server and element combination), select from the Element Inclusions table; then right-click and select Remove. The server (or server and element combination) is removed.

Figure 5-51 Remove Server (or Server and Element Combination)

Email Queues

Follow these steps to allow control over email notification to the destination Email Address when a new Issue is added to a specific Queue. Right-click in the Queue Inclusion list to either add or remove a queue.

1. Click the Email Queues tab to view the following:

Figure 5-52 Email Queues

1. Select the Queue Email Content Order from the following using the drop-down:

Default

Dependency Tree First

Events First

Dependency Tree Only

Events Only

1. Right-click in the Queue Inclusion table and select one of the following to add or remove an email queue:

Add an Email Queue

Remove an Email Queue

Add an Email Queue

Follow these steps to add an email queue:

1. Right-click in the Queue Inclusion table and select Add Queue.

Figure 5-53 Add an Email Queue

The Add Queue to Email window appears.

Figure 5-54 Add Queue to Email

1. Select the desired Queue using the drop-down; then click Add.

If the desired Queue is not in the drop-down list, then the selected user may not have view access to the Queue. Users may only receive emails about the conditions of Queues that they are configured to view.

1. When editing is complete, click Apply.

The changes will be saved to the Intelli-Q module.

Remove an Email Queue

Follow these steps to remove an email queue:

1. Select an existing email queue in the Queue Inclusion table.
2. Right-click in the table and select Remove Queue.

Figure 5-55 Remove an Email Queue

The email queue is removed from the Queue Inclusion table.

Email on Merged Events

Follow these steps to use Email On Merged Events to send emails.

1. Click the Email On Merged Events tab to view the following parameters:

Figure 5-56 Email Queues

1. Select one of the following check boxes, as needed:

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  1. Escorts

Table 5-3 Parameters

This section discusses Escorts, which serve as routing rules for an alarm/event. They allow you to assign queues, importance, and service schedules to alarms/events.

New Issues Defined

An incoming issue is considered “New” if it has never been seen by the Intelli-Q system, or if the issue related to the specific Server Name and Element Name has been previously “Closed”. New issues are raised only if the severity is greater than 1 (“Good”).

Escort Assignment

Each new issue is assigned an Escort. There is a default global escort defined by the option “defaultEscortIndex”. The user can also choose to assign different escorts to specific servers, or server and element combinations. To do this, see Change Default Escort.

Note

Check the defaultEscortIndex option before removing any escorts. This is accessible by navigating to Configure > Intelli-Q > Admin > Options.

Rules of an Escort

When an Escort is assigned, it will use the rules contained in its legs to match the current state of the Issue with a Leg. The Escort will follow the rules of the Leg, which matches the current Issue and is furthest down the list.

An Escort Leg will direct the Issue into a particular Queue and assign an Importance. Importances help the user prioritize issues by applying a color and name. Those with greater importance will rank higher in the Queue. To edit Importances, see Edit Importances.

If a new update to an issue enters the Intelli-Q, such as an alert status change, the changes will be merged with the Issue, and the current Escort will attempt to find a new Leg to apply to the issue. The rules of the Escort Leg will be followed only if the new matching Leg is further down the list than the last Escort Leg previously applied to the Issue.

Escort Legs

Escorts Legs allow the administrator to choose a Queue for the Issue to be placed in based on a scheduling window, importance of the issue, or age of an issue. To add an Escort leg, see Add an Escort Leg. To edit an Escorts Leg, see Edit an Escort Leg.

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  1. Default Escorts

The Default Escorts tab provides information relating to escorts, which are used by Intelli-Q to automate the escalation and placement of issues within the queuing system.

Figure 5-57 Default Escorts Tab

Change Default Escort

To change the default escort to one of your choosing:

Note

If no escort is defined for a RIG, then the escort index identified in the Configure > Intelli-Q > Admin > Options is used by default.

1. Navigate to Admin > Default Escorts.
2. Right click on a Server Escort or an Element Escort.
3. Select Change Default Escort from the menu:

Figure 5-58 Change Default Escort

1. In the Change Default Escort window, select the Escort from the drop menu.
2. Click Update.

Figure 5-59 Change Default Escort

Remove Escort Entry

To remove an escort entry:

Note

If no escort is defined for a RIG, then the escort index identified in the Configure > Intelli-Q > Admin > Options is used by default.

1. Navigate to Admin > Default Escorts.
2. Right-click on a Server Escort or an Element Escort and select Remove to remove the escort entry:

Figure 5-60 Remove Escort Entry

• 
  
  1. Edit Importances

Importances do not pertain to alert levels. They are color representations of alert statuses. For example, in the following figure, Escalation II and Escalation represent an escalated alert status, but the alert level remains the same. An alert status is a value that you identify with an importance, providing you with a visual method for managing alert statuses.

The Edit Importance tab contains a list of Importances that have been defined by the administrator. The list is arranged by the greatest issue priority to the least.

Figure 5-61 Edit Importances

Right-click on an importance entry to perform one of these tasks:

Figure 5-62 Right Click on an Importance to Display Options

• Add: Add a new importance; see Add an Importance.
• Edit: Edit an existing importance; see Edit an Importance.
• Remove: Remove a selected importance.
• Move Up: Move the importance priority up one level.
• Move Down: Move the importance priority down one level.

Note

Issues will only be displayed within the Intelli-Q when Importances have been created.

Add an Importance

Follow these steps to define a new importance.

1. Right-click in the important list area and select Add. The Add Importance Entry window appears.

Figure 5-63 Add Importance Entry

1. Enter the Name of the new importance.
2. Click Select to select the Text and Background colors.

These colors will be used in the issue queues to identify the specific issue entries.

1. Click OK.

Edit an Importance

Follow these steps to edit an importance.

1. Select an importance entry to edit; then right-click and select Edit. The Edit Importance Entry window appears.

Figure 5-64 Edit Importance Entry

1. Make changes to the importance’s Name, Text, and/or Background colors, as needed. These colors will be used in the issues queues to identify the specific issue entries.
2. Click OK.
   1. Edit Escorts

The Edit Escorts tab displays the configuration of available escorts.

Figure 5-65 Edit Escorts Tab

Escorts Menu

Right-click in the Escorts list to display a menu with these options:

Figure 5-66 Escorts Menu

• Add: Select this option to add a new escort:

Figure 5-67 Add Escort

• Edit: Select this option to change an existing escort’s name:

Figure 5-68 Change Escort Name

• Remove: Select this option to remove an escort from the list.
• Duplicate: Select this option to duplicate an existing escort under a new name:

Figure 5-69 Duplicate Escort

• Manage Alert Levels: Select this option to select a new alert level and alert option for the escort:
  • Merge: Select this option to merge the issue with other alarms of the same alert level.
  • Create New: Select this option to create a new alarm for the issue.
  • Use Default: Select this option to use the default alert behavior.

Figure 5-70 Manage Alert Behavior

Legs

A leg is a step within the Escort that is processed based on the Escort’s position and the first current alert-level match equal to or greater than the Alert level defined in a leg. For example, if your first step 000 identifies the Alert level as 3, anything with an alert level of 3, 4, or 5 is processed on this leg. If step 001 has an alert level of 4, it is never processed.

Right-click in the Legs list to display a menu with these options:

Select one of the following options:

Figure 5-71 Legs

• Add: Select this option to create a new blank leg in the escort Legs list. For more information, see Add an Escort Leg.
• Edit: Select this option to edit an existing leg in the escort Legs list. For more information, see

Edit an Escort Leg.

• Remove: Select this option to remove the leg from the list.
• Move Up: Select this option to push the selected leg up in priority.
• Move Down: Select this option to pull the selected leg down in priority.

Add an Escort Leg

Follow these steps to add a new escort leg:

Figure 5-72 Add Escort Leg

The Add Escort Leg window is divided into several main sections.

1. The first section gives the option of filtering an incoming Issue based on its element name as well as the schedule window:
   • Element Filter: If this field is blank, then the filter is ignored. Element names can be defined using plain text, or text mixed with wildcards. For instance, to apply the leg only to Issues whose element names begin with “Trunk” then the Element Filter should display: Trunk*.
   • Schedule Window: If this drop-down contains “—“, then the schedule window filter is ignored. By selecting a schedule window, the Leg will match an Issue only if the selected schedule window is open.
2. The Current State section contains further matching properties for the Issue.
   • Age: This series of dials filters the age of the Issue by date admitted or by a status change to “new”.
   • Alert: This drop-down filters the Issue based on its alert level. The alert level of the issue must be greater than or equal to the specified alert level. Select “—“ to ignore the filter.
   • Importance: This drop-down filters an Issue based on its current importance. Select “—“ to ignore the filter.
   • Is Assigned: This drop-down filters an Issue based on whether or not it has been assigned to a specific user. Select “—“ to ignore the filter.
   • Is Accepted: This drop-down filters an Issue based on whether or not an issue has been accepted by a user. Select “—“ to ignore the filter.
   • Queue: This drop-down filters an Issue based on what Queue the Issue currently resides. Select “—“ to ignore the filter.
3. The New State section controls how the attributes of the Issue will change if the current Leg matches the Issue.
   • Importance: This drop-down will set a new Importance on an Issue. “—“means to not change the Importance of the Issue.
   • Escort: This drop-down will apply a new Escort to an Issue. “—“ means to not change the Escort of the Issue.
   • Queue: This drop-down will place the Issue into a new Queue. “—“ means to leave the Issue in its current Queue.
   • Scripted Action: This drop-down will apply an associated scripted action.
   • Preserve Event: This check box controls whether or not an Issue will persist in the Intelli-Q system if the severity of the Issue drops back to 0 (No Activity) or 1 (Good). If the box is selected and the Leg matches the Issue, then the Intelli-Q system will require a user to “Close” an issue before it leaves the Intelli-Q system.
   • Reset Timer: This check box controls whether or not the Leg will reset the timer of the Issue.
4. Click Add.

Edit an Escort Leg

Follow these steps to edit an existing escort leg:

Figure 5-73 Edit Escort Leg

The Edit Escort Leg window is divided into several main sections.

1. The first section gives the option of filtering an incoming Issue based on its element name as well as the schedule window:
   • Element Filter: If this field is blank, then the filter is ignored. Element names can be defined using plain text, or text mixed with wildcards. For instance, to apply the leg only to Issues whose element names begin with “Trunk” then the Element Filter should display: Trunk*.
   • Schedule Window: If this drop-down contains “—“, then the schedule window filter is ignored. By selecting a schedule window, the Leg will match an Issue only if the selected schedule window is open.
2. The Current State section contains further matching properties for the Issue.
   • Age: This series of dials filters the age of the Issue by date admitted or by a status change to “new”.
   • Alert: This drop-down filters the Issue based on its alert level. The alert level of the issue must be greater than or equal to the specified alert level. Select “—“ to ignore the filter.
   • Importance: This drop-down filters an Issue based on its current importance. Select “—“ to ignore the filter.
   • Is Assigned: This drop-down filters an Issue based on whether or not it has been assigned to a specific user. Select “—“ to ignore the filter.
   • Is Accepted: This drop-down filters an Issue based on whether or not an issue has been accepted by a user. Select “—“ to ignore the filter.
   • Queue: This drop-down filters an Issue based on what Queue the Issue currently resides. Select “—“ to ignore the filter.
3. The New State section controls how the attributes of the Issue will change if the current Leg matches the Issue.
   • Importance: This drop-down will set a new Importance on an Issue. “—“means to not change the Importance of the Issue.
   • Escort: This drop-down will apply a new Escort to an Issue. “—“ means to not change the Escort of the Issue.
   • Queue: This drop-down will place the Issue into a new Queue. “—“ means to leave the Issue in its current Queue.
   • Scripted Action: This drop-down will apply an associated scripted action.
   • Preserve Event: This check box controls whether or not an Issue will persist in the Intelli-Q system if the severity of the Issue drops back to 0 (No Activity) or 1 (Good). If the box is selected and the Leg matches the Issue, then the Intelli-Q system will require a user to “Close” an issue before it leaves the Intelli-Q system.
   • Reset Timer: This check box controls whether or not the Leg will reset the timer of the Issue.
4. Click Update.

Configure Service Window

Service Windows are used throughout UCMP at the CIP, EIP and RIG levels. For example, you can configure Service Windows for Service Level Agreements (SLAs). You can configure Service Window exceptions so that, for example, the schedule stops during a specific time when maintenance is occurring on the system. You can also configure a schedule to run certain hours, such as during business hours and on certain days of the week.

To access Service Window, navigate to Configure > Quality Delivery > Service Window.

Figure 6-1 Configure > Quality Delivery > Service Window

The Service Window appears.

Figure 6-2 Service Window

Use the following tasks to configure Service Windows:

Manage Schedules

Manage Windows

Manage Schedules

The Schedules pane contains status details for each new and configured schedule.

Figure 6-3 Schedules

This section explains how to:

Add a Schedule

Remove a Schedule

Activate/Inactivate a Schedule

Assign Agent(s) to a Schedule

Add a Schedule

Follow these steps to add a new schedule name:

1. From the Schedules pane, click Add.

Figure 6-4 Add Schedule

The Add Schedule window appears.

Figure 6-5 Add Schedule

1. Enter the name of the new schedule, such as 24x7.
2. Click OK.

Remove a Schedule

Follow these steps to remove a schedule from the Schedules pane:

1. Select a schedule listed in the Schedules pane.
2. Click Remove.

The following message appears.

1. Click Yes to remove.

Figure 6-6 Add Schedule

Activate/Inactivate a Schedule

Follow these steps to activate/inactivate a schedule listed in the Schedules pane:

1. Select a schedule listed in the Schedules pane that shows off in the Status column.

1. To activate, click Turn On.

Figure 6-7

The Status column changes to on, making it active.

1. Select a schedule listed in the Schedules pane that shows on in the Status column.
2. To inactivate, click Turn Off.

The Status column changes to off, making it inactive.

Assign Agent(s) to a Schedule

Follow these steps to assign an agent(s) to a schedule:

1. Select a schedule listed in the Schedules pane.
2. Clck Assign Agents.

The Assign Agents window appears.

1. Select an agent(s) from the list to assign to the schedule; then click OK.

Note

This feature does not apply to CIPs/EIPs. This is a RIG-only feature.

Manage Windows

The Windows pane provides status details for the Service Windows that are configured to be one of the following:

Recurring Windows

Exception Windows

Figure 6-8 Windows

Recurring Windows

The Recurring window is configured to be recurring (ongoing) according to set parameters:

Figure 6-9 Recurring Windows

This section explains how to:

Add a Recurring Window

Edit a Recurring Window

Remove a Recurring Window

Configure Schedule Details Automatically

Add a Recurring Window

Follow these steps to add a new Recurring Window and schedule:

1. Select a schedule in the Schedules pane.
2. From the Windows pane, click Add. The Add Window window appears.

1. Enter the following information:
2. Click OK.

Figure 6-10 Add Window

Table 6-1 Parameters

Edit a Recurring Window

Follow these steps to edit a Recurring Window and schedule:

1. Select a schedule in the Schedules pane.
2. Select a Recurring window listed in the Windows pane.
3. Click Edit.

The Edit Window dialog appears.

Figure 6-11 Edit Window

1. Make changes, as needed, to the recurring schedule:
   • Days of the week when the schedule runs
   • Begin time of the schedule
   • Duration of the schedule
2. Click OK.

The Recurring window and schedule are updated with the new changes.

Remove a Recurring Window

Follow these steps to remove a Recurring window:

1. Select a Recurring window listed in the Windows pane.
2. Click Remove.

The following message appears.

1. Click Yes.

Figure 6-12 Remove

The Recurring window is removed from the Windows pane.

Configure Schedule Details Automatically

Follow these steps to configure schedule details automatically:

1. Select a schedule in the Schedules pane.
2. Select a Recurring window listed in the Windows pane.
3. Click Schedule Wizard.

Figure 6-13 Schedule Wizard

The Schedule Wizard window appears.

Figure 6-14 Schedule Wizard

• 
  
  • You can use the Schedule Wizard to configure schedule details automatically rather than manually. This is useful when you need to create numerous schedules.

Note

If the Wizard is creating numerous schedule entries, it might take a while (up to 10 minutes) to populate the information.

• 
  
  • When setting up a schedule using the Schedule Wizard, the Wizard assumes that you are starting the schedule at the 00:00 hour (midnight).

If you want the schedule to start at 00:30, for example, set the Offset from hour parameter to 30. The Wizard will run at 00:30 (or 12:30 am). You can offset this parameter up to 60 minutes.

1. Click OK.

Exception Windows

The Exception window contains the details of an Exception configured to change a scheduled Recurring window. For example, a Recurring window may be set up to run Monday through Friday at a certain hour. However, on a particular day of each month you might configure an exception in which the Recurring window does not run.

Figure 6-15 Exception Window

This section explains how to:

Add an Exception Window

Edit an Exception Window

Remove an Exception Window

Add an Exception Window

Follow these steps to add an Exception window, which defines an exception to the schedule of a Recurring window:

1. Select a schedule in the Schedules pane.
2. From the Windows pane, click Add. The Add Window window appears.

Figure 6-16 Add Window

1. Enter the following information to create an Exception schedule:

Table 6-2 Parameters

Note

In order for an Exception to run, the Exception schedule must be open and you must fill out the information in the Start Date/Close Date and Days of Week. For example, if you want to schedule an Exception every Saturday, be sure to set the Exception end date to a future date. Once this future date is reached, the Exception no longer occurs. You would still need to select Saturday and set the Begin Time and Duration on Saturday in order for that Exception to occur each week.

Start Date/Close Date determine how long the Exception schedule continues.

Days of the Week determine on which day(s) the Exception schedule runs.

1. Click OK.

The new Exception Window appears in the Windows pane.

Edit an Exception Window

Follow these steps to edit an Exception schedule:

1. Select a schedule in the Schedules pane.
2. Select an Exception window listed in the Windows pane.
3. Click Edit.

The Edit Window window appears.

Figure 6-17 Edit Window

1. Make changes, as needed, to the Exception schedule.
2. Click OK.

The Exception schedule is updated with the new changes.

Remove an Exception Window

Follow these steps to remove an Exception schedule:

1. Select a schedule in the Schedules pane.
2. Select an Exception window listed in the Windows pane.
3. Click Remove.

The following message appears.

1. Click Yes.

Figure 6-18 Remove

The Exception window/schedule is removed from the Windows pane.

File Manager

File Manager is most often used on a Remote Intelligence Gateway (RIG) and Enterprise Intelligence Platform (EIP) level to complete file transfers, software upgrades, and/or release management at a client premise. File Manager is also available at the CIP level to stage upgrades for Farm and Wayside servers.

Note

Upgrades to Farm and Wayside servers are generally completed by Nectar.

This section discusses the following:

File Manager Overview

File Manager Features

Move Files and Directories

File Manager Overview

To access File Manager, navigate to CIP > File Manager:

Figure 7-1 CIP > File Manager

File Manager allows you to copy files from your local host to a target RIG.

Service Providers can use it to place update files for release management at the client premise in a service directory directly on the RIG. The RIG can later be used as an FTP, TFTP, or UNC source for locally distributing the file at the client premise or within the client WAN.

You can also use File Transfer to send ISO images to RIGs that are equipped with DVD burners. This is useful when local hands require software for servicing the client that might be missing or lost at the client premise. Note that the length of transfer will differ from client to client based on the bandwidth available to the on-premise RIG that has access to the Internet.

The File Manager provides directory access to the RIG, where you can:

• Upload files from your local file system to the RIG.
• Download files from the RIG to your local computer.

File Manager Features

This section introduces you to a few key File Manager features:

Local/Remote File System

File Manager contains two panels:

• Local File System - Displays your local computer’s directory structure.
• Remote File System - Displays your remote RIG’s directory structure.

Figure 7-2 Local/Remote File System

Home Link

The Home link appears in the Local and Remote File System panels.

• In the Local File System panel, the Home link displays the directory structure that the client recognizes as your Users/.
• In the Remote File System, the Home link displays the RIG installation directory structure.

Figure 7-3 Home Link

File Manager Icons

File Manager contains several icons on each directory structure menu that are useful:

• The < icon allows you navigate backward through the history of where you have been in the session.
• The > icon allows you to navigate forward through the history of where you have been in the session.
• The ^ icon takes you up one level in the directory structure.
• The Refresh icon refreshes the contents in the directory structure.

Figure 7-4 File Manager Icons

Drives

A vertically stacked list of drives that are found on the Local/Remote File Systems are displayed in the left-hand portion of the File Manager panels.

• For a Windows environment, one or more drive icons will exist.
• For a Linux environment, there should only be one drive, which will contain a forward slash (/), signifying root.

If you click on a drive, the contents of that panel are updated with a couple of caveats:

• If you have already navigated to a location on that drive during the current session, the contents of that location are displayed.
• If you have not navigated to a location on that drive during the current session, then the root contents for that drive are displayed.

Figure 7-5 Drives

Breadcrumb Paths

Directory breadcrumb paths exist below the Local File System and Remote File System titles. Each breadcrumb is a live link to the actual directory/drive, except for the last breadcrumb. This is the actual directory you are currently viewing.

Figure 7-6 Breadcrumb Paths

When you click on the arrows (>) between the breadcrumbs, a pop-up window appears, which contains a list of directories to the left of the arrow.

Figure 7-7 Breadcrumb Arrow (>) Menu of Directories

Move Files and Directories

This section explains how to upload and download files between your local and remote file systems.

Select Files and Directories

File Manager allows you to select multiple files and directories by holding down the CTRL key and clicking on the desired files/directories.

You can also use common keyboard shortcuts to Select All and Deselect All selections.

Drag and Drop Files and Directories

File Manager allows you to use standard a standard “drag-and-drop” feature to move files between panels.

Note

You can drag-and-drop files/directories from a Windows Explorer window to the

Remote File System panel, not vice versa.

Upload Files/Directories from Local File System to Remote File System

To upload files/directories from your Local File System to the Remote File System:

1. Select the drive/directory location in the Local File System panel containing the files/ directories you will upload to the Remote File System.
2. Select the files/directories you will upload.
3. Right-click on the files/directories and select Upload:

Figure 7-8 Upload File from Local File System

1. The Upload Files window appears, where you have these additional selection options:
   • Check boxes are located to the left of each selected file/directory. You can deselect/ select these if you change your mind about which files to upload.
   • The Deselect All/Select All toggle button can be used to select/deselect all files/ directories.

Figure 7-9 Upload Files

1. Click the Upload button to begin the upload process.
2. A File Transfer Status window appears with the following information:
   • The top progress bar shows the upload progress for all selected files/directories. The Cancel

icon to the right of this bar allows you to cancel the entire upload.

• 
  
  • The bottom progress bar shows the progress of the file currently being transferred with an estimated time until completion.

Note

If only a single file is being transferred, then only one progress bar (the bottom bar) appears.

Figure 7-10 File Transfer Status

Download Files/Directories from Remote File System to Local File System

To download files/directories from your Remote File System to the Local File System:

1. Select the drive/directory location in the Remote File System panel containing the files/ directories you will download to the Local File System.
2. Select the files/directories you will download.
3. Right-click on the files/directories and select Download:

Figure 7-11 Download File from Remote File System

1. The Download Files window appears, where you have an additional selection option.
   • The Deselect All/Select All toggle button can be used to select/deselect all files/ directories.

Figure 7-12 Download Files

1. Click the Download button to begin the download process.
2. A File Transfer Status window appears with the following information:
   • The top progress bar shows the download progress for all selected files/directories. The

Cancel icon to the right of this bar allows you to cancel the entire download.

• 
  
  • The bottom progress bar shows the progress of the file currently being transferred with an estimated time until completion.

Note

If only a single file is being transferred, then only one progress bar (the bottom bar) appears.

Figure 7-13 File Transfer Status

CIP/EIP Administration

This section discusses the following:

Log Tails

Maritime Terminal

Satellites

Wayside/Farm Servers

Configure an SMTP Server on a CIP

Log Tails

The Log Tails function allows you to view logs in a certain log file. You can also select certain logs (or all logs displayed) and copy them to a clipboard for other use.

1. Navigate to CIP > Admin > Log Tails.

Figure 8-1 CIP > Admin > Log Tails

The Log Tails window appears.

Figure 8-2 Log Tails

1. In the Log Tails window, perform any of the following;
   • Use the Log File drop-down menu to select the log file from which you want to view logs. This will populate the pane below.
   • Select one or more logs by using the CTRL key or use Select All to select all of the logs.
   • Click Copy to copy the selected logs.
   • Paste the logs in a tool, such as Notepad as needed.

Maritime Terminal

The Maritime Terminal function is a command line interpreter for the RIG software and it is reserved for advanced and support-related functions. This function establishes communication directly with the governing software system of the remote RIG system, or better known as the CLI (Command Line Interface).

It is recommended that you do not leverage the Maritime Terminal except when VKMs require specific commands must be run from the CLI.

Note

There is a separate reference guide for Maritime commands. Please refer to that manual for Maritime commands.

1. Navigate to CIP > Admin > Maritime Terminal.

Figure 8-3 CIP > Admin > Maritime Terminal

1. The Telnet Martime Terminal window appears:

Figure 8-4 Maritime Terminal

This is a command line interpreter for the CIP software and it is reserved for advanced and support-related functions. This function establishes communication directly with the governing software system of the remote CIP system, or better known as the CLI (Command Line Interface).

It is recommended that you do not leverage the Maritime Terminal on a CIP except for wayside and farm status-related activities.

The most common Maritime commands used with CIP include:

Satellites

On a CIP, satellites are Nectar Enterprise Intelligence Platforms (EIPs) and Remote Intelligence Gateways (RIGs). This section explains how to manage satellites.

View Satellites

Follow these steps to view all of the available satellites (RIGs) that you can connect to from your CIP:

1. Navigate to Tools > Satellites:

Figure 8-5 Tools > Satellites

A list of satellite folders appears in the Satellites pane:

Figure 8-6 Satellite Folders

1. You can use the pane(s) to the right to further drill-down within the folder hierarchy to locate a particular satellite:

Figure 8-7 Satellites

1. Double-click on an individual satellite to view a current list of events related to that satellite.

Figure 8-8 Satellite Events

Enable Satellites

Enabling a satellite enables alarms to be sent to Intelli-Q (discussed in Intelli-Q). Follow these steps to enable a satellite:

1. Navigate to Configure > Distributed:

Figure 8-9 Configure > Distributed

1. In the Satellites pane, select a satellite and click Enable.

Figure 8-10 Enable Satellite

Disable Satellites

Disabling a satellite prevents alarms from being sent to Intelli-Q (discussed in Intelli-Q). To disable a satellite:

1. Navigate to Configure > Distributed:

Figure 8-11 Configure > Distributed

1. In the Satellites pane, select a satellite and click Disable.

Figure 8-12 Disable Satellite

Set Satellite Nicknames

You can easily assign a nickname to a satellite:

1. Navigate to Configure > Distributed:

Figure 8-13 Configure > Distributed

1. In the Satellites pane, select a satellite and click Edit. The Edit Satellite window appears.

Figure 8-14 Edit Satellite

1. Enter a name in the Nickname field and click OK.

The nickname you entered appears in the Nickname column:

Figure 8-15 Nickname Column

Add a Satellite to an Organization

To add a satellite to an organization:

1. Navigate to Configure > Distributed:

Figure 8-16 Configure > Distributed

1. In the Satellites pane, select a satellite and click Edit. The Edit Satellite window appears.

Figure 8-17 Edit Satellite

1. In the Organization field, enter an organization for this satellite and click OK. By default, satellites are assigned to the root organization.

Remove a Satellite

Follow these steps to remove a satellite from your CIP:

1. Navigate to Configure > Distributed:

Figure 8-18 Configure > Distributed

1. In the Satellites pane, right-click on a satellite that you want to remove and select Remove (or select the Remove button beneath Satellites).

Figure 8-19 Remove Satellite

The satellite is immediately removed.

Advanced Satellite Options

This section outlines advanced satellite options:

1. Navigate to Configure > Distributed:

Figure 8-20 Configure > Distributed

1. Right-click on a satellite in the Satellites pane and select Advanced to display the following advanced options:

Figure 8-21 Advanced Satellite Options

• 
  
  • Kill Connection - Select this to issue a “mother killSatellite” command on the selected satellite. The connection between the CIP and RIG is killed.
  • Reset Checkpoint Number - Select this to issue a “mother resetCheckpoint” command to reset the checkpoint db field to 0 in the “satelliteStatus” table. This is used in the mother module to enforce the order in which events are processed.
  • Turn Proxy On/Off - Select this to turn the satellite’s proxy on/off This calls

“mother setProxyState” on the CIP to toggle whether or not the CIP should go through a proxy when talking to the selected RIG. The table is satelliteStatus and the db field is proxied. This is used by the “mother getSatelliteList” which returns the names of satellites that have proxied = true. This feature is related to the Wayside server.

• 
  
  • ComStruc Commands - Select this to execute ComStruc commands for this satellite in a “shell” without opening a Maritime Terminal.

Using the Activation Wizard to Activate New Satellites

Using the Activation Wizard, you can activate new satellites:

1. Navigate to Tools > Activation Wizard:

Figure 8-22 Activation Wizard

A list of RIGs that are attached to the CIP appears. This list is filtered on whether or not the CIP satellite has been enabled.

Figure 8-23 Activation Wizard

1. Select the Show new servers radio button.
2. Select a RIG to activate; then click Next in the bottom-right corner of your window.
3. Select one of these options; then click Next:
   • Place in new group: Select this to place the satellite in a new group. Enter the group name in the provided field.
   • Place in current: Select this to place the satellite in an existing group. Select a group in the list of existing groups to the right.

Figure 8-24 Activation Wizard

1. Click the Authorize button, which allows you to collect satellite events.

Figure 8-25 Activation Wizard

1. Click Next.
2. Select a Local Area Connection in the top-left of the window to view IP address details.

Figure 8-26 Activation Wizard

1. Click Edit to edit the connection details. After completing your edits, click Next.
2. After clicking Edit, you can edit the following connection IP addresses; then click Apply:

IP address

Subnet

Gateway

Server 1

Server 2

Figure 8-27 Edit Connection

1. After editing the connections, you are prompted to enter your license server Username and

Password. Click Login; then click Next.

Figure 8-28 Login to License Server

The Activation Wizard is complete at this point. If you want to activate another satellite, click

Start Over.

Figure 8-29 Activation Complete

Wayside/Farm Servers

Note

These features are rarely used for CIPs. They are only used in large EIP deployments.

To view Wayside/Farm server details, navigate to Configure > Wayside.

Figure 8-30 Configure > Wayside

The Wayside window appears.

Figure 8-31 Wayside

Manage Cluster Routes

In the Cluster Routes pane, you can view a list of RIG cluster routes and their associated:

• Server
• Endpoint
• Rate In
• Rate Out
• Request Count

Figure 8-32 Cluster Routes

Select a cluster route and click one of the following:

• Run Command - Select this to execute ComStruc commands for this cluster route in a “shell” without opening a Maritime Terminal.
• Reset Endpoint - Select this to perform a “wayside channel kill” on the selected server.
• Restart Endpoint - Select this to perform a “wayside tools restart” on the selected server.
• Redirect Endpoint - Select this to change the farm server to which the selected endpoint is pointing.

Manage Farm Servers

In the right Farm Servers pane, you can view a list of farms, which farm clusters that report to Wayside Servers:

Figure 8-33 Farm Servers

The Farm Servers pane contains these details:

• Name: Farm server name:
  • Farm 1 server usually reports to the Wayside 1 Server.
  • Farm 2 server usually reports to the Wayside 2 Server.

Note

You can add as many Farm servers as needed.

One of the Wayside Servers will act as primary, while the other acts as backup. For example, assume Wayside 1 Server is primary and Wayside 2 Server is secondary when CIP is started the first time. If Wayside 1 Server stops processing requests from clients and satellites, then Wayside 2 Server will detect that and take over to become a primary. It will then restart Wayside 1 Server as the backup.

• Server: Server IP address
• Port: Server port number
• External Address: Server’s external IP address
• Load: Farm server’s current client and RIG (Satellite) connection load number
• Viable: Indicates whether or not the Farm server is up and running and ready for client and RIG (Satellite) connections.

Select a Farm Server; then select one of the following:

Figure 8-34 Farm Servers

• Remove: Select this option to remove the farm from the Wayside Server. The Wayside Server will not be able to see the farm, if this is selected.
• Run Command: Farms serve various requests, such as ComStruc commands, from clients to RIGS. These request commands can be run from here to perform a health check on the farms or to collect specific data.

Figure 8-35 Run ComStruc Command

• Connect to Farm: Select this option to display the Current Events of CIP satellites. This is similar to connecting to Satellites by navigating to Dashboards > Satellites.

Figure 8-36 Satellite Current Events

Configure an SMTP Server on a CIP

Follow these steps to configure the email server details on a CIP:

1. Navigate to Configure > Report Manager.

The Configure Report Manager - General window appears.

1. Enter the following details:

Figure 8-37 General Tab

Table 8-1 General Tab

1. Click one of the following buttons:

Table 8-1 General Tab

• 
  
  • Send Test Email - Click this option to open the following Send Test Email dialog where you can enter the receiving email address to make sure everything is set up correctly and the email is sent out correctly.

Figure 8-38 Send Test Email

• 
  
  • Reset - Click this option to reset all parameters to reconfigure the information.
  • Apply - Click this to save and apply your changes. You should receive an email from the CIP.

Distributed Management

Distributed Management allows administrators with root privileges to view and maintain the

Location pane view for the root organization.

Note

For more information on assigning the root privilege to users, see Security Administration.

This section provides the following:

Overview

Manage Folders and Elements

Overview

Navigate to Configure > Distributed:

The Distributed window appears.

Figure 9-1 Configure > Distributed

Figure 9-2 View Distributed RIGs

The Distributed panes correlate directly with what is viewed in the Location pane to the left. Administrators with root privileges can drill down to see the distributed architecture of RIGs within your entire organization. In the next figure, you can see the Documentation Folder and the Elements (RIGs) that are also displayed in the Location pane.

Manage Folders and Elements

You can use folders to organize the elements in your infrastructure. Folders are containers that contain elements, while an element can be an EIP, RIG, and/or Perspective Agent. Within the Distributed pane, you can create as many sub-folders and elements as you need. The Location pane to the left updates as you make changes in the Distributed pane.

This section explains how to:

Create a Folder

Add an Element

Remove a Folder or Element

Create a Folder

Follow these steps to create a folder:

1. Navigate to Configure > Distributed. The Distributed window appears.

Figure 9-3 Distributed

1. Right-click within the top left pane and select Add > Folder.

The Add Folder window appears.

Figure 9-4 Add > Folder

Figure 9-5 Add Folder

1. Enter a name for the folder; then click OK.

The new folder now appears in the top left pane of the Distributed window.

Note

If you want to create a folder within a folder, highlight a folder in the top left pane; then right-click and select Add > Folder.

When the Add Folder window appears, enter the name of the new folder; then click OK.

1. Repeat this process, as needed, to add as many folders as you want.

Add an Element

Follow these steps to add a new element:

1. Navigate to Configure > Distributed. The Distributed window appears.

Figure 9-6 Distributed

1. Right-click within the top left pane and select Add > Element.

Figure 9-7 Add > Element

The Add Element window appears.

1. Perform one of the following:

Figure 9-8 Add Element

• 
  
  • Enter the name of the element you want to add in the Name field.
  • Use the Filter field to narrow down the list of available elements by entering a partial name. The list is filtered by your entry. When you locate the element, select it.

1. Click OK.

Note

You can also add a new element to an existing folder. Select a folder in the top left pane; then right-click and select Add > Element.

When the Add Element window appears, enter the name of the element you want to add; then click OK.

1. Repeat this process, as needed, to add as many elements as you want.

Remove a Folder or Element

Follow these steps to remove a folder or element:

1. Navigate to Configure > Distributed. The Distributed window appears.

Figure 9-9 Distributed

1. Select the folder or element you want to remove in the top left pane.
2. Right-click and select Remove.

Figure 9-10 Remove

The following window appears:

1. Click Yes to remove.

Dependency Trees

This section discusses the following:

Overview

Create Dependency/Organization Trees

Add Nodes/RIGs as Dependency Trees

Add Users to Organizations

Overview

Note

In this section, the terms “Dependency Tree” and “Organization” may be used interchangeably.

Using Dependency Trees, administrators can create organizations and assign RIGs to these organizations. They can control which users within these organizations can view certain RIGs. Dependency Trees represent organizations while their nodes represent the RIGs that are available to users within that organization.

For example, assume your company has three organizations - AMERICAS, EMEA, and APAC. You want to give users within each organization visual access to certain RIGs. You will need to set up three Dependency Trees. You will give users within each organization (Dependency Tree) access and permissions to certain RIGs. As a result, users within the AMERICAS organization would only see the AMERICAS Dependency Tree (and those RIGs assigned to it) in the Location pane when they login to their CIP.

Administrators manage user assignment to Dependency Trees (organizations) in user permissions. For more information, see Security Administration.

Note

A user with Root permissions will see all RIGs in the Location pane when they login to the CIP.

To get started:

1. Navigate to Configure > Dependency Tree.

Figure 10-1 Configure > Dependency Tree

Create Dependency/Organization Trees

You can create dependency/organization Trees that represent your organization. Here, we will create the AMERICAS dependency tree. Those users assigned to the AMERICAS organization will see only those RIGS added to this dependency tree in the Location pane.

1. Click anywhere in the Name pane; then click Add to add a new dependency tree.

Figure 10-2 Tree Name > Add

The Add Dependency Tree window appears.

Figure 10-3 Add Dependency Tree

1. In the Name field, enter the name of the new dependency tree that will represent your organization, in this case, AMERICASDistributedManagement.

Note

The use of the suffix, DistributedManagement, is how the system determines that the dependency tree is an organization tree as opposed to a normal Dependency Tree.

1. Click Enabled to enable the new dependency tree.
2. Select Normal using the drop-down as the Event Type. Other options are Quiet and Local.
3. Click OK.

The new dependency tree appears in the Name pane. If you cannot find it, enter a search value, such as AMERICAS to locate it.

Add Nodes/RIGs as Dependency Trees

Follow these steps to begin adding nodes that represent the RIGs to a dependency tree:

1. In the Name pane, double-click the dependency tree that you just created. A node representing the dependency tree appears in the right pane:

Figure 10-4 Double-Click on Dependency Tree

1. Right-click on the AMERICASDistributedManagement node and select Add to add a RIG to this dependency tree.

Figure 10-5 Add

The Add Node window appears.

Figure 10-6 Add Node

1. Enter the following details pertaining to the RIG that you are adding to this dependency tree (organization):

1. Click OK.

Table 10-1 Parameters

1. Repeat this procedure to add additional nodes (RIGs) to the organization.

Add Users to Organizations

When you have finished adding nodes (RIGs) to your dependency tree (organization), you can then assign users to the organization using the Organization field in the Add User dialog discussed in Security Administration.

Remote Software Upgrade

This tool allows you to remotely download the Nectar Installer. You can then schedule to upload the Installer and schedule and upgrade an element (EIP, RIG, and/or Perspective Agent).

Note

For Release 8.7, it is not possible to use Remote Software Upgrade on a Linux platform to upgrade from an earlier version until the RIG is upgraded to 8.7.

This section explains how to:

Download Installer

Schedule an Upload

Schedule an Upgrade

View History

Troubleshoot Issues

Overview

When you navigate to Tools > Software Upgrade, the Software Upgrade window appears.

Figure 11-1 Software Upgrade

The Software Upgrade window is divided into three panes (see Figure 11-1):

Table 11-1 Panes

The following Table 11-2 describes the tabs that are enabled in the bottom pane (2).

Table 11-2 Tab Descriptions

Table 11-2 Tab Descriptions

Download Installer

Follow these steps to remotely download the Installer from NSoftware:

1. Navigate to Tools > Software Upgrade. The Software Upgrade window appears.

Figure 11-2 Software Upgrade

Notice that the Download Installer is enabled in the bottom pane.

1. When you click Download Installer, the following fields appear.

1. Enter the following information:
2. Click Download.

Figure 11-3 Download Installer

Table 11-3 Login

The Downloading message appears.

When the download is completed, the following status window appears.

1. Click OK.

Figure 11-4 Download Successful

Schedule an Upload

After you remotely download the Installer, follow these steps to select an element(s) and schedule an Upload:

1. Select an element in the Satellites pane.

Figure 11-5 Element

Note

The element(s) that appear in the Satellites pane (2) are associated with the folder(s)/element(s) selected in the top pane (1) of the window.

You can also use the Shift or Ctrl key to select multiple elements in the lower pane (2) to upload at the same time.

1. Click Schedule Upload.

Note

If a RIG is reporting to multiple CIPs and an upload is performed on the RIG at the same time from two different locations, then one upload completes without error. The other upload will fail or time out.

Make sure only one upload is performed at a time.

The Add Upload Schedule window appears.

Figure 11-6 Add Upload Schedule

Note

If you select an element (EIP, RIG, or Perspective Agent) to upload that is running with a release that is prior to v6.2, the following message appears:

Click Yes to proceed with uploading other elements. Click No to terminate the upload process.

1. Select the Release Version of the Installer you want to upload using the drop-down.

Note

The version should be the Installer you downloaded in Download Installer.

1. Specify when you want to upload the Installer using the drop-down.

Note

You can specify Immediate for the upload or select a custom schedule of when you want to execute the upload.

For more information on creating a schedule, see RIG Administration Guide.

1. Click OK.
2. To view the scheduled or running upload, click the Uploads tab.

Figure 11-7 Uploads Tab

1. To view the completed uploads, click the Completed tab.

Figure 11-8 Completed Upload

1. If you click on an entry, you can view all of the history for that system in the pane to the right (see View History).

Schedule an Upgrade

Follow these steps to schedule an upgrade:

1. Select an element(s) in the Satellites pane.

Figure 11-9 Element

Note

The element(s) (EIP, RIG, and/or Perspective Agent) that appear in the Satellites

pane (1) are associated with the folder(s)/element(s) selected in the top pane

(2) of the window.

You can also use the Shift or Ctrl key to select multiple elements in the lower pane (2) to upgrade at the same time.

1. Click Schedule Upgrade.

Note

If a RIG is reporting to multiple CIPs and an upgrade is performed on the RIG at the same time from two different locations, then one upgrade completes without error. The other upgrade will fail or time out.

Make sure only one upgrade is performed at a time.

Note

If the following message appears while you are attempting to schedule an upgrade, it is highly recommended that you click No and ensure the system(s) to be upgraded have their backup RIG(s) running.

Click Yes to proceed. However, if a problem occurs during the upgrade, the system(s) without a running backup may stop reporting home.

The Add Upgrade Schedule window appears.

Figure 11-10 Add Upgrade Schedule

1. Select the Release Version of the upgrade using the drop-down.
2. Specify when you want to upgrade using the drop-down.

Note

You can specify Immediate for the upgrade or select a custom schedule of when you want to execute the upgrade.

For more information on creating a schedule, see RIG Administration Guide.

1. Specify the service to be upgraded:

Main

Backup

1. Select the appropriate override, as needed:

Table 11-4 Overrides

1. Specify whether or not to change the Database Mode to Network.

Note

If you attempt to change to Network database mode, then the following window appears:

Click Yes to continue.

For Network database mode, you will need to specify the Port. The default value is 1527.

Note

If the database mode is already Networked and you attempt to specify a new port number, the Installer will not use the new port and will continue to use the original network port after the upgrade.

If a user selects multiple nodes to upgrade and some are networked and others are not, attempting to change a port applies the port change to only the RIGs that are currently in Embedded mode.

1. Click OK.
2. To view the scheduled or running upgrade, click the Upgrades tab.

Figure 11-11 Upgrades Tab

1. To view the completed upgrades, click the Completed tab.

Figure 11-12 Completed Upgrade

1. If you click on an entry, you can view all of the history for that system in the pane to the right (see View History).

View History

When you select an element in the bottom pane of the Satellites or Completed tab, all of the history for that system can be viewed in the History pane.

Figure 11-13 History

View History Message

Follow these steps to view a specific message in the History pane:

1. Select an element in the Satellites or Completed tab.
2. Select a message in the History pane.
3. Click View.

The View History window appears with details about that message.

Figure 11-14 View History

1. Click the Close (x) button to close the window.

Remove History Message

Follow these steps to remove a specific message in the History pane:

1. Select an element in the Satellites or Completed tab.
2. Select a message in the History pane.
3. Click Remove.
4. When the following message appears, click Yes to remove the message.

Figure 11-15 Remove History

Note

You can also click No to cancel, leaving the message as part of the History.

Troubleshoot Issues

This section explains how to troubleshoot the following issues:

Upload/Upgrade Notification

Terminate an Upload/Upgrade

Upload/Upgrade Notification

When an upload/upgrade completes, the system sends:

• Events that are captured in Intelli-Q.
• Emails to notify of the failure, if email notification is configured in Intelli-Q. The following table shows the events and the alert levels:

Table 11-5 Events/Alerts

Terminate an Upload/Upgrade

There are two maritime commands that can be used to terminate Uploads and Upgrades that are stuck in Running status.

Warning Please investigate and use caution when executing the following commands. Executing these commands could result in loss of service for the element being uploaded/upgraded.

• To kill an upload:

MOTHER RELEASEMANAGEMENT KILLUPLOADRUN [server-name]

where:

[server-name] = value of Name field from Satellites tab

• To kill an upgrade:

MOTHER RELEASEMANAGEMENT KILLUPGRADERUN [server-name]

where:

[server-name] = value of Name field from Satellites tab