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VoIP Performance Management and OptimizationA KPI-based approach to managing and optimizing VoIP networksIP CommunicationsAdeel Ahmed, CCIE (R) No. 4574Habib MadaniTalal Siddiqui, CCIE No. 4280VoIP Performance Management and Optimization is the first comprehensive, expert guide to managing, monitoring, troubleshooting, and optimizing large VoIP networks. Three leading Cisco VoIP experts bring together state-of-the-art techniques for ensuring that customer service level agreements (SLA) are consistently met or exceeded.The authors begin by reviewing how VoIP is deployed in enterprise and service provider networks and the performance tradeoffs and challenges associated with each leading VoIP deployment model. Next, they present a comprehensive approach to diagnosing problems in VoIP networks using key performance indicators (KPI) and proactively addressing issues before they impact service. In this book, you will find a proven tools-based strategy for gauging VoIP network health and maximizing performance and voice quality. You also will learn how to perform trend analysis and use the results for capacity planning and traffic engineering-thereby optimizing your networks for both the short- and long-term. The authors all work in the Cisco Advanced Services Group. Deploy, manage, monitor, and scale multivendor VoIP networks more effectivelyIntegrate performance data from multiple VoIP network segments and service flows to effectively manage SLAs Use performance counters, call detail records, and call agent trace logs to gauge network health in real time Utilize dashboards to analyze and correlate VoIP metrics, analyze trends, and plan capacityImplement a layered approach to quickly isolate and troubleshoot both localized and systemic problems in VoIP networksOptimize performance in networks where the service provider owns the "last mile" connectionImprove performance when VoIP is deployed over publicly shared infrastructureManage performance in enterprise networks using both centralized and distributed call processingPlan media deployment for the best possible network performance Monitor trends, establish baselines, optimize existing resources, and identify emerging problemsUnderstand and address common voice quality issues This IP communications book is part of the Cisco Press (R) Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network solutions for increased productivity.Category: Networking: Unified CommunicationsCovers: Voice over IP Network Management
Contents
ForewordIntroductionPart I VoIP Networks TodayChapter 1 Voice over IP (VoIP) and Network Management 1VoIP Technology 2VoIP Overview 3Media Transport Protocol for VoIP-RTP 5VoIP Signaling Protocols 8Common Network Problems in VoIP Networks 9Delay/Latency 9Propagation Delay 10Processing Delay 10Serialization/Queuing Delay 11Jitter 11Packet Loss 12Voice Activity Detection (VAD) 13Other Issues 13Common Voice Quality Problems in IP Networks 14Strategic Importance of VoIP and Management 18Network Management Methodologies 20Telecommunications Management Network 20FCAPS Model 21Fault Management 21Configuration Management 21Accounting Management 22Performance Management 22Security Management 22Information Technology Infrastructure Library (ITIL) 23Service Strategy 23Service Design 24Service Transition 25Service Operation 26Continual Service Improvement 27Enhanced Telecom Operations Map (eTOM) 27Comprehensive Network Management Methodology 28Focusing on Performance Metrics 30Summary 32Reference 32Chapter 2 A Metrics-Based Approach for Managing the VoIP Network 33VoIP Networks Require a Layered Management Approach 34Tracking Systemic Performance Issues 37Localized Performance Issues 39Subjective Performance Issues 39Downtime and Impact 40Proactive Monitoring Concept 41KPIs 43VoIP-Signaling KPIs 44VoIP Media KPIs 45VoIP Network Segments and VoIP Service Flows 46Voicemail Segment 46Announcement Segment 47Voice Termination Point Segment 47Voice ONNET Call Leg Segment 47Voice OFFNET or PSTN-Bound Segment 47PSTN Bearer Traffic Segment 48Service-Level Agreement (SLA) Management 48SBC Trunk Uptime 50PSTN/IMT Trunk Uptime 50Signaling SS7 Link Uptime 50Vendor Accountability 51Tools Utilized 51Summary 52Reference 52Part II VoIP Deployment ModelsChapter 3 VoIP Deployment Models in Service Provider Networks 53Service Provider Voice Implementation Models 54Residential Applications: Voice over Broadband 55Small/Medium Business Applications (Voice over T1/E1/PRI/CAS) 58IP Trunks 59Session Border Controller (SBC) Models 62Key Components Used in SBC Models 63PSTN Offload 64Network Hiding 65Voice Security in Service Provider Networks 65Securing VoIP Network Elements 65Securing Call Signaling and the Media 66Common Issues and Problems When Deploying IP-Based Telephony Services 66Convergence-Related Issues 66Issues in Media Affecting Quality 67Issues in Signaling Affecting the Services and Features 67IP Routing-Related Issues 67High Availability and Convergence for Business Continuity 68Summary 68References 68Chapter 4 Internet Telephony 69Internet Telephony Deployment Model 70Internet Telephony Network Elements 72Internet Telephony Applications 73PC-Based Software Voice Applications 73ATA-Based Voice Applications 74Traffic Profiling 74Potential Bottlenecks 75Wholesale VoIP Solution 75Key Network Elements 77Media Gateway Controller (MGC) 77IP Transfer Point (ITP) 78Route Server 78Gatekeepers 79Application Servers 79Element Management Systems (EMS) 79Wholesale Voice Applications 80Prepaid and Postpaid Calling Solutions 80Network Transit and Trunking Applications 82Managed Services for Enterprises 83Applications and Benefits for Service Providers 83Common Issues and Problems with Internet Telephony 83Last-Mile Connection Bandwidth 84End Device/Application-Related Issues 85No Customer Service-Level Agreements (SLA) 86Issues with Emergency Calls (E911) 86Security Issues 87Summary 88References 88Chapter 5 VoIP Deployment Models in Enterprise Networks 89Unified Communication Solution Components in Enterprise Networks 90Unified Communications Manager/CallManager 90Voice Gateways 91Gatekeepers 92Session Border Controller 93Messaging Application 94Rich Media Applications 95Cisco Unified MeetingPlace and WebEx 95Cisco Unified Presence 95Cisco Emergency Responder 96Cisco Unified Contact Center 97Cisco Unified Application Environment 97Common Enterprise Deployment Models 97Centralized Call Processing 98Distributed Call Processing 100Hybrid Models 102Common Issues and Problems 104Convergence-Related Issues 104Issues Affecting Media Quality 105Voice-Signaling Protocol Impairments 106Voice Security in Enterprise Converged Networks 106Summary 107References 107Part III Performance and Optimization of VoIP NetworksChapter 6 Managing VoIP Networks 109Requirements for Enabling Voice in IP Networks 109Network Readiness Assessment 110Network Design 110Network Infrastructure Services 112Network Links 113Hardware and Software Considerations 114Power and Environment 115Auditing for VoIP Network Readiness 116Analyzing Configurations, Versions, and Topology 117Synthetic Traffic Tests 118Managing Network Capacity Requirements 118Voice Traffic Engineering Theory 119Example of Estimating Capacity Requirements 119Monitoring Network Resources 122An Audit for Gauging the Current VoIP Network Utilization 122Device Utilization 123Link Utilization 124Measurements for Network Transmission Loss Plan 124Effectively Monitoring the Network 127Discovery-Complete Picture 128Seed Devices for Network Discovery 129Cisco Discovery Protocol (CDP) Discovery 129Routing Table Discovery 130ARP Discovery 130Routing Protocol-OSPF Discovery 130Ping Sweep Discovery 130Seed Files 131Voice Quality Metrics 131MOS or K-factor 132PSQM 132PESQ 133Approaches to Measure Jitter, Latency, and Packet Loss in the IP Network 133Using Call Detail Records for Voice Quality Metrics 133Using IP-SLA and RTTMON for Voice Quality Metrics 134Using Cisco NetFlow for Measuring Voice Quality Metrics 135Round-Trip Delay Measurement 136Voice Jitter/Frame Slip Measurements 137Measurement of Effective Bandwidth 137Voice Band Gain Measurement 137Silence Noise level Measurement 138Voice Clipping 138Echo Measurements 138Voice-Signaling Protocol Impairments in IP Networks 139How to Effectively Poll the Network 140Polling Strategy 141Key Alarms and Events Monitoring 143SNMP Configuration and Setting 143Basic Configuration 144SNMP Trap Settings 144Traps Use Case BTS 10200 Cisco Softswitch 144Standard Polling Intervals and Traps 145Scenario 1: Phones Unregistering from Unified CM and Reregistering to SRST Router Because of WAN Link Outage 145Scenario 2: Phones Unregistering from the Unified CM and Reregistering to the SRST Router Because of WAN Congestion 146Using eXtensible Markup Language (XML) for Polling and Extraction of Key Information 147XML Overview 148XML APIs 149Using the Syslog/Trace Logs for Deep Analysis 150Alarm and Event Audit and Correlation 151Effectively Monitoring the PSTN Bearer Traffic 153QoS in VoIP Networks 155Defining a QoS Methodology 155Differentiated Services (Diff Serv) for Applying QoS 155Using Bandwidth/Resource Reservation and Call Admission Control (CAC) for Providing QoS 157Managing QoS 157PacketCable Use Case 159Trouble Ticketing (TT) Systems 162Identifying and Streamlining the Categories of Trouble Tickets 162Correlating the TT to the Service Uptime 162Summary 163References 164Chapter 7 Performance Analysis and Fault Isolation 167Proactive Monitoring Through Performance Counters 168Classification of Performance Counters 168Network Device KPIs 168Functional- or Services-Based Grouping of KPIs 169Fault Isolation-Based Grouping of KPIs 173Protocol-Based Grouping of KPIs 174SLA Tracking Through KPIs 175Equipment-Based Grouping of KPIs 177Collection 177Alarm Processing 178Correlation 179Simple Correlation 180Advanced Correlation 180Complex Correlations 181Recommendations for VoIP-Centric Network Management Framework 182Performance Analysis from a Transit Network Perspective 183Signaling Protocol Transport Optimization 184Enterprise Networks 184Cisco IOS QoS Recommended SNMP Polling Guidelines 187Case Study of Link Congestions 187SP Networks 194Performance Data in an Enterprise VoIP Environment 197CPU Status 198Physical Memory 198Hard Disk Status 199High Utilization of Disk Space 199Virtual Memory 199Number of Active Phones 200Gateway Registration (MGCP) 200Gatekeeper Registration (H.323 RAS) 200Calls in Progress 201Calls Active 201Calls Attempted 202Calls Completed 202PRI Channels Active 203Conferencing/Transcoding DSP's Depletion 203Available Bandwidth of a Location (CAC) 204Recommendations for Categorizing Performance Measurements 204Enterprise Case Study-Analyzing Network Performance 206CPU Rate and Critical Processes 206Rate of Active Calls 207Tracking Trunk Utilization for PSTN Access 208Trend Analysis Best Practices 211Performance Analysis from Call Agent Perspective 211Performance Analysis for VoIP Call Traffic 211Performance Analysis for a PSTN Network (PSTN Trunk and SS7 Signaling) 215Performance Analysis for an SIP Network 217Performance Tracking for a Session Border Controller (SBC) 218Performance Information Through the Call Detail Records (CDR) 219Performance Enhancement Schemes and Their Effect on VoIP Network Monitoring 220Effect of DNS Caching 220Server Load Balancing 220Firewall 220Optimizing the SBC 221Performance Analysis from a DOCSIS Network 221VoIP Endpoints 222DOCSIS/DQoS 224CPU Impact/Link Utilization 226Trace Log Monitoring on Softswitch and Network Devices 229Analyzing and Correlating Syslog Messages 230Log Files Management 231Security 231Storage Location (Local Versus Remote) and Archiving Logs 233Tools and Scripts 234Tools for Monitoring an Enterprise VoIP Network 234Cisco Unified Operations Manager (CUOM) 234Cisco Unified Service Manager 236Cisco Unified Service Statistics Manager 237Tools for Monitoring Service Provider VoIP Networks 239IXIA's IxRave Solution 239IxRave Case Study-Voice Assurance for Cable Networks 240Tools for Monitoring DOCSIS Networks-VoIP Dashboard 242Tools for Monitoring VoIP Network Health Through Protocols 244Tools for Analyzing Call Detail Records 246SP CDR Report Scenario 246Customizing CDR Reporting for Effective Monitoring 247Dashboard Views for the VoIP Network 247Software Maintenance 248Software Release Management 249Software Lifecycle Management 249Software Resiliency 251Periodic Auditing of a VoIP Network 251Summary 254References 254Chapter 8 Trend Analysis and Optimization 257Trend Analysis Through Key Metrics 258Dashboard as a Profiling Tool 259Network Utilization and Efficiency 260Safeguarding Network Resources from Potential Security Threats 261Dashboard for Trunk Resources Utilization 265Feedback for Change Control 266Profiling in an SP VoIP Network 271Profiling in an Enterprise VoIP Network 277Balancing the Device Load on CUCM Cluster Nodes 278Maximizing Trunk Capacity and Avoiding Call Blocking 280Call Detail Record-Based Trend Analysis 283Benchmarking 283Verifying VoIP Network Resources Capacity 284SLA Conformance 286Monitoring for Service Availability 286Normal Versus Abnormal Termination Profiling: Categorizing and Correlating the Call Termination Code 288Monitoring for Service Quality 289Verifying Toll Savings (On-net Versus Off-net Profiling) 289Detecting Toll Frauds 291Resource Optimization and Capacity Planning 291Network Resource Utilization and Optimization 291Capacity Planning and Upgrade Strategies 296Managing Subscriber Growth Impact by Using Trend Analysis 298UC Manager Cluster Capacity 298Network Bandwidth and Transcoding DSPs 299Considerations for Adding Trunk Capacity 302Summary 302References 302Part IV AppendixesAppendix A Scripts and Tools for Monitoring and Troubleshooting VoIP Networks 305Appendix B Detailed Call Flows 331Appendix C VoIP Dashboard 367Appendix D Debugs, Traces, and Logs 3739781587055287 TOC 7/1/2010
