Quality of Experience

1. Quality of Experience Mike Fitzgerald #AvayaATF

2. Quality of Experience QoS, AvayaDiagnostic Server, SLAMon™ and toolsfor a betteruserexperience

3. Problem Scenario New Hires Report Degraded Video Quality to IT During Recent Video Training Sessions New Hires HQ New Hires Paul An Insurance company regularly conducts remote PC-based video training exercise for their new hires across multiple sites that don’t require the use of Avaya IP phones. 2. The company streams video from a central training system at HQ to New Hires at each of the remote sites.

4. Problem Scenario New Hires Report Degraded Video Quality to IT During Recent Video Training Sessions New Hires HQ New Hires Paul • The New Hires have complained that in the past training sessions, some sites (but not all) have experienced • degraded video quality during the sessions. • 2. Now what?.

5. Avaya Diagnostic Server and SLAMon™ Overview

6. Avaya Diagnostic Server with SLAMon™Empowers customers with proactive tools • Intelligent, proactive agents embedded in Avaya equipment • Local Interface delivers end to end network visibility for voice, video and data traffic • Identifies and isolates QoS problems across each network hop using synthetic sessions and defined traffic priority levels • Provides graphical reporting of latency, delay, jitter, and estimated MOS • Proactive Alarms based on thresholds sent to multiple destinations – enterprise NMS, Avaya • Provides Customers with Early Warning Signs for Preventative Actions

7. Network Monitoring – Spring 2014 • Using synthetic test patterns that do not load the network… • Monitor network performance: • Packet loss • Jitter • Delay Monitor hop-by-hop QoS integrity: • Emulate three traffic types: • Voice • Video • Data Keep a 60-day historyof the network performance statistics to correlate product/solution disruptionsto network disruptions

8. How SLA MonTM Technology Works agent agent ERS switch ERS switch Intelligent agents embedded in Avaya products and controlledby the SLA Mon™ server to provide advanced capabilities

9. Network Monitoring – Summary Matrix Holistic view of all network links being monitored

10. Network Monitoring – Detailed Graphs • View the details of a specific location pair • Select the desired time period, traffic type,and measured traffic parameter

11. Network Monitoring – Hop-by-Hop QoS • Is the DSCP marking preserved end-to-end? • At which hop is the marking being changed?

12. Proactive AlarmingWhen Network Thresholds Are Breached SNMP traps sent to multiple destinations – enterprise NMS, Avaya

13. Products w/ Embedded SLA Mon Agent

14. Avaya Diagnostic Server Installation Requirements

15. New Install Packages for Avaya Diagnostic Server • Software • To install on customer’s serveror virtual server • We will have a download site linking to PLDS VMware OVA To install on customer’s Vmware environment We will have a download site linking to PLDS • iON Server • For customers who wanta low-cost appliance • Will be sold through Select Product Program, same as today SVM On System Platform product templatesthat support the latest SVM TBD Note: SVM does not support Network Monitoring

16. Avaya Diagnostic Server 2.0 Install • ADS 2.0 can be delivered in 3 ways • New install • Standalone server • ADS 2.0 OVA similar to the VE 1.0 SAL OVA • Upgrade of an existing SAL GW • Assumes server meets hard drive, processing and memory needs of the applications • Migration would be required if the above is not met • Standalone Server Hardware recommendations

17. Network Monitoring and Endpoint Diagnostics

18. SLA Mon™ Agent Enablement

19. Enable the Agent in ERS and VSP Switches • Enable the agent and assign an IP address. • By default the agent uses the switch/stack IP address if a specific agent address is not configured. • Note: Commands are common across ERS 3500, 4000, and 5000 families. • To view current configuration: enable <enter privileged exec mode> show application slamon agent • To configure SLA Mon agent: enable configure terminal application slamon agent ip address {A.B.C.D} slamonoper-mode enable <enable the agent> slamon server ip address {A.B.C.D} • See this deck’s appendix and networking product documentation for full listing of SLA Mon-related commands.

20. Configuring SLA Mon via ACLI (continued)

21. Agent Discovery

22. Obtain Network Topology The ultimate objective is to create a logical topology within SLA Mon that matches the physical network topology. This requires knowing the network topology and where the agents are located in that topology.

23. Discover the Agents 1. Populate location. 2. Add an IP address range to scan for agents. Add a zone designation (optional). 3. Select one or more ranges previously entered, and run discovery. SLA Mon polls all the IP addresses in the range to discover agents. This is surprisingly quick.

24. Discover the Agents (zoom in) /21 is the smallest mask permitted. This particular entry scans 10.1.0.1 thru 10.1.7.255 to discover agents. This is nothing more than an IP address range. It implies nothing about how this range is subnetted in the network. The individual subnet information (subnet mask and default gateway) is received from the agents. Warning: Zone assignments made here overwrite the zone assignments on the Zone Management page. Santa Clara’s IP address range is large enough that it requires 4 discovery entries. The other cities only require a single entry. Creating zones for the cities puts the individual IP subnets into a display grouping, explained in coming slides.

25. See Discovered Agents All discovered agents are listed. In Beta2 & GA loads: Blank means discovered; icon means manually disabled. Note: In ADS 2.5 we will add a heartbeat mechanism and return the colored icons to indicate the health & reachability of the agents.

26. Test Administration

27. Set DSCP Values Set the values used in the enterprise. Check if enterprise uses video; uncheck otherwise.

28. Set Alarm Thresholds An alarm is triggered if the threshold is breached this many times in an hour span. 180ms is the commonly accepted value for one-way delay. Set based on the enterprise’s tolerance levels. These are commonly accepted values for jitter and loss, though perhaps a bit low in practicality. 4.0 - 4.5 is considered PSTN toll quality. Down to 3.6 is considered business quality. e-MOS is estimated mean opinion score, calculated using the ITU-T G.107 recommendation.

29. Test runs for 1sec, data is compiled and sent to SLA Mon server (takes up to 2sec), and test runs again. This cycle may vary depending on how many total tests the SLA Mon server is managing. Create a Test Pattern 3. Maximize these unless you’re concerned about too much test traffic on the network. 1. Add new pattern name. For each test pair, the G.729 pattern puts roughly one G.729 call’s worth of traffic (<30kbps) onto the network. Likewise the G.711 pattern puts <100kbps onto the network. 2. Select test pattern for editing. 4. Select G.729 or G.711 (G.729 recommended for most cases).

30. Add Tests Manually to the Pattern Select subnet1 and subnet2 and add test pair. Repeat as necessary. Save pattern. All 3 traffic types are added.

31. Add Tests Using Bulk Tool 1. Select the default pattern, which is a full-mesh pattern. 2. Export the full-mesh pattern to a spreadsheet. 3. Manually prune the spreadsheet. 4. Import the pruned spreadsheet test pattern into a new pattern and save the pattern. The default test pattern is 1) all zones to all zones (full mesh of zones); 2) full mesh of subnets within a zone; 3) full mesh of subnets not assigned to a zone; 4) full mesh of unassigned subnets to zones (subnet to zone tests).

32. Execute Test Pattern View test pairs for selected test pattern. Stop the current test pattern, select a new pattern, and start. • Errors could be caused by: • Agent malfunction, or agent down. • Not enough agents in a subnet. • Communication path disrupted between SLA Mon server and agent.

33. Network Performance Monitoring

34. Summary Matrix for Multiple Test Pairs Rows and columns are numbered, but only the rows are labeled with the subnet or zone. Select traffic type and measured traffic parameter. • Color Code: • Green: all tests in past hour were below threshold. • Amber: at least one test in past hour exceeded threshold, but not the latest test executed. • Red: latest test executed exceeded threshold. • Grey: no test administered. • Black: unable to execute administered test; agent or network down, or agent in distress. • Blue: zone, click to see intra-zone test results. • White: location to same location test not applicable. Prune the matrix by selecting locations/zones to view. Click on a cell to see the details of that test pair.

35. Agent/Network Down vs. Agent in Distress Select the “Failed” traffic parameter. Black means no agents on that subnet could be reached to execute the test – agent(s) or network down. Red means the agent could be reached, but test execution failed – agent is malfunctioning or overloaded with tests. In this case SLA Mon will attempt to find another agent to execute the test.

36. Detailed Matrix for a Specific Test Pair For the past hour, all of the traffic type and traffic parameter combinations from the summary matrix are shown here for this specific test pair. Color codes are the same as the summary matrix.

37. DetailedGraphs Select time period to view, up to 5 days and down to 5min (default last hour). Select traffic parameter and traffic type. To view a specific time window within the graph, zoom in and out with a mouse click-drag-release motion. Double-click to return to full graph view for selected date/time period. both directions graphed administered thresholds Mouse over a spot on the graph (cross hairs will appear) to see specific data on that point. network performance plot

38. Hop-by-Hop QoS Monitoring Audio traffic left marked as DSCP 46. Changed to 0 at first hop. No more QoS treatment from that point on. Temporarily changed to match the service provider’s class of service markings while in the MPLS cloud. This is a common practice. both directions charted Traceroute is the underlying utility used to monitor hop-by-hop QoS, and it is possible for the router or destination endpoint to not respond to the traceroute.

39. SWITCH Bypass Mode

40. EDM SLA Monitor Configuration Menu Navigate to Configuration  Serviceability  SLA Monitor Select NTR or RTP to setup of desired test Mandatory options IPv4 only If values are unchanged stack/ switch IP and default port will be used Avaya Diagnostic Server Configuration options not required for bypass mode

41. SLA Mon Bypass TestingEDM - NTR Testing Select NTR  Insert to configure NTR test To Run Select desired test OwnerId and Results Insert NTR test configuration

42. SLA Mon Bypass TestingEDM - NTR Test Results NTR configuration displayed Test results Important:When executing the script using EDM, do not run other commands while the script is in progress, because this slows down the execution. EDM can time-out while waiting for a response and even when a time-out occurs, the script execution continues on EDM.

43. SLA Mon Bypass ModeACLI – NTR test configuration and results • Results displayed after ntr command issued: 3524GT-PWR+(config-app)#slamon ntr 47.17.25.119 46 attempts 2 period 200000 Default values will be used if values not set

44. Alarming

45. ADS 2.0 – Alarming • Two administrable tabs are available in the SLA Mon server that are related to alarming. • SNMP Traps tab – Used to define an SNMP trap destination, alarm generation, and alarm severity. • Alarming tab – Used to configure “Thresholds” and “Strike” rates against network Delay, Jitter, Packet Loss, and e-MOS. • The SNMP Traps tab is where you define which alarms should be sent out as traps as well as where you assign severity to that category of alarm. • You can configure different alarm rules per NMS destination.

46. ADS 2.0 – Alarming Diagram

47. SLA Mon – SNMP Traps ADS 2.0 – Monitoring and Diagnostics (Continued) Access the SNMP Traps tab via “Admin  SNMP Traps”

48. SLA Mon – SNMP Traps [Add New] ADS 2.0 – Monitoring and Diagnostics (Continued) Enter the IP address of the NMS server or SAL gateway then click “Add New”

49. SLA Mon – SNMP Traps [Trap Details] ADS 2.0 – Monitoring and Diagnostics (Continued). NMS server details [Blue] Alarm generation and severity details [Red] Define your NMS and alarming details.

50. Problem Scenario Revisited