Finesse monitoring

[LCMC]

Hi everyone. I hope you are well.

I´m checkin if exists someway to monitoring the finesse Services. I tried to do with RTMT, but is not clear for me.

could you help me?

Regards.

[david.macias]

There are SMTP traps for all CCE devices. Are you looking for something more specific?

david

[Shalid Kurunnan Chalil]

Hi ,

RTMT enables you to check the status of DB replications in finesse and log collection. unfortunately, Finesse does not have any application specific MIBs for SNMP.

but it does support only the platform specific MIBs. there are API documentation available which is used in integration with Cisco Prime Collaboration.   

[Shalid Kurunnan Chalil]

Hi ,

RTMT enables you to check the status of DB replications in finesse and log collection. unfortunately, Finesse does not have any application specific MIBs for SNMP.

but it does support only the platform specific MIBs. there are API documentation available which is used in integration with Cisco Prime Collaboration.   

 Regards,

Shalid

[ayankovs]

Hi,

As an option you can use Finesse API SystemInfo https://developer.cisco.com/docs/finesse/#!systeminfoget/systeminfoget 

URL: http://<FQDN>/finesse/api/SystemInfo 

It won't give complete list of all Finesse services, but a general status of Finesse Server (In Service or Out of Service)

Another serviceability API which might be useful is https://developer.cisco.com/docs/finesse/#!diagnostic-portalget-performance-information/diagnostic-portalget-performance-information 

URL https://FQDN/finesse-dp/rest/DiagnosticPortal/GetPerformanceInformation 

This one provides info about some Tomcat process statistic, Logged In Agents, etc :

<dp:Property Value="109441280" Name="Tomcat/Heap 
         Memory Utilized"/>
        <dp:Property Value="50921904" Name="Tomcat/Non Heap 
         Memory Utilized"/>
        <dp:Property Value="0" Name="CTI Statistics/Incoming 
         Responses Queue"/>
        <dp:Property Value="0" Name="CTI Statistics/Outgoing 
         Responses Queue"/>
        <dp:Property Value="0" Name="Tomcat/Average Request 
         Process Time"/>
        <dp:Property Value="0" Name="Tomcat/Longest Request 
         Process Time"/>
        <dp:Property Value="1.47" Name="Average System Load"/>
        <dp:Property Value="183" Name="Tomcat/Thread Count"/>
        <dp:Property Value="183" Name="Tomcat/Peak Thread Count"/>
        <dp:Property Value="0" Name="CTI Statistics/Events In Queue"/>
        <dp:Property Value="0" Name="CTI Statistics/Decoding 
         Responses Queue"/>
        <dp:Property Value="0" Name="Active Totals/Logged In Agents"/>
        <dp:Property Value="0" Name="Active Totals/Current Calls"/>
        <dp:Property Value="0" Name="Running Totals/Calls Received 
         or Initiated"/>
        <dp:Property Value="0" Name="Running Totals/Calls Failed"/>

Hope that helps.

[bill.king1]

Ayankovs, that is helpful.

Is there a guide that goes into a little detail re: what some of the values mean? I checked the web developer guide but didn't see anything.

For instance, I just looked at a Finesse server and saw values like

<dp:Property Value="45" Name="Active Totals/Logged In Agents"/>

<dp:Property Value="539" Name="Active Totals/Current Calls"/>

The first one is clear, but the Current Calls doesn't make sense to me given the number of agents logged on, unless that is referring to a web call or something.

[ayankovs]

that's a bit weird. I have tested on version 11.6 and "Active Totals/Current Calls" represents correct value for active calls on agents. 

What is your Finesse version? 

[bill.king1]

admin:show version active
Active Master Version: 11.6.1.10000-30
Active Version Installed Software Options:
finesse-cce.1161.ES01.10000.cop

[ayankovs]

mine is 

admin:show version active
Active Master Version: 11.6.1.10000-30
Active Version Installed Software Options:
No Installed Software Options Found.

 I would recommend to test with the latest ES installed, and if it's still incorrect value raise a TAC ticket to investigate.

Currently  ES 5 is the latest.

Download link https://software.cisco.com/download/home/283613135/type/284259728/release/11.6%25281%2529ES5 

[piyush aghera]

I have the same issue with Finesse 11.6(1) ES4 - wrong  count for Name="Active Totals/Current Calls".  Any known fix ?

admin:show version act
admin:show version active
Active Master Version: 11.6.1.10000-30
Active Version Installed Software Options:
finesse-cce.1161.ES04.10000.cop
admin:

[Mohamed Amine Jaafar]

Hi Bill,
I'm suffering from the same issue. In production, I'm having a current call count of 3000 (???) when the Logged In agents is barely 10 at 2am (low traffic hours).
We are in the same minor version 11.6(1)ES4.

Did you find a solution for this weird statistic? Or an explanation?
Thank you in advance.