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Cisco UCCX Monitoring

LogicMonitor’s Cisco Unified Contact Center Express (UCCX) monitoring package leverages the Unified CCX Configuration API, the CTI protocol, and the UCCX CLI to monitor a variety of UCCX system information and agent call statistics.

Compatibility

As of March 10th 2022, LogicMonitor’s UCCX package is known to be compatible with:

  • Cisco Unified CCX Versions 11.6 through 12.5

As Cisco releases newer versions of UCCX, LogicMonitor will test and extend coverage as necessary.

Setup Requirements

  • Cisco Unified CCX Configuration API service running
  • Available port for CTI applications

Add Resources into Monitoring

Add your UCCX host into monitoring. For more information on adding resources into monitoring, see Adding Devices.

Obtain Credentials

LogicMonitor must provide the appropriate credentials to access the Cisco UCCX host’s data.

  • UCCX CLI – UCCX Platform User/Administrator is required for SSH and API monitoring. This administration account is required due to being the only user that is able to remotely access various system statistics, such as system memory and backup status. The Platform User/Administrator account is configured during the UCCS installation and setup process.

Assign Properties to Resources

The following custom properties must be set on the UCCX resource within LogicMonitor. For more information on setting properties, see Resource and Instance Properties.

PropertyValue
uccx.user(Required) UCCX Platform/Administrator user for both SSH and API based monitoring. This user is configured during the UCCS installation process.
uccx.pass(Required) UCCX Platform/Administrator password for both SSH and API based monitoring
uccx.api.https(Optional) Make API requests use HTTPS or HTTP. By default, HTTPS is used. To switch to HTTP, set the value of this property to false.
uccx.ssh.timeout(Optional) Timeout in seconds for SSH connection. By default, the SSH timeout defined in collector settings is used.
uccx.ssh.port(Optional) Port for SSH communication. By default, port 22 is used.
uccx.rmcm.port(Optional) RmCm port for CTI applications. By default, UCCX uses port 12028.

Import LogicModules

From the LogicMonitor public repository, import all UCCX LogicModules, which are listed in the LogicModules in Package section of this support article. If these LogicModules are already present, ensure you have the most recent versions. Data collection will start automatically once the LogicModules are imported.

Troubleshooting

  • If you are not getting all of the data or receiving incorrect data for the Configuration API based modules, verify the permissions are set to the Platform Administrator account. Using an account with permission levels of less than administrator will only report on the data that the user has access to.
  • If you are unable to collect information from the CLI-based modules, verify that the correct administrator account if being used. The Platform User/Administrator account must be used. This account is configured during installation of UCCX.

LogicModules in Package

LogicMonitor’s package for UCCX consists of the following LogicModules. For full coverage, make sure that all of these LogicModules are imported into your LogicMonitor platform.

Display NameTypeDescriptionProtocol
addCategory_Cisco_UCCXPropertySourceDetermines if target device will respond to CTI/API/SSH.ALL
Cisco UCCX Agent StatsDataSourceMonitors the current status of all UCCX agents currently logged in.CTI
Cisco UCCX Daily Queue StatisticsDataSourceProvides information on call statistics for the current monitoring period.CTI
Cisco UCCX Latest BackupDataSourceStatus of the most recent backup command performed.SSH/CLI
Cisco UCCX Memory UsageDataSourceMemory in use by Unified CCX Engine JVM Heap and Cisco Tomcat JVM.SSH/CLI
Cisco UCCX PartitionsDataSourceMonitors the current amount of space in use and free for each disk partition.SSH/CLI
Cisco UCCX Purge ConfigDataSourceStatus of the most recent purge config command performed.API
Cisco UCCX Database File StorageDataSourceMonitors the amount of space in use and free in the UCCX database.API

When setting static datapoint thresholds on the various metrics tracked by this package’s DataSources, LogicMonitor follows the technology owner’s best practice KPI recommendations. If needed, adjust these predefined thresholds to meet the unique needs of your environment. For more information on tuning datapoint thresholds, see Tuning Static Thresholds for Datapoints.

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