Incidents and Incident Responses › How Thresholds and Incidents Work Together

How Thresholds and Incidents Work Together

The following is a fictitious example of how performance thresholds, incidents, and incident responses work together:

1. A call server cluster at the Austin, TX, network location becomes unavailable due to a LAN connectivity issue.
2. Several users dial out with their IP telephones and are routed to a backup call server cluster in Phoenix.
3. The delay-to-dial tone call setup excessive threshold of 2000 milliseconds is exceeded.
4. UC Monitor creates one call setup incident for all affected telephones at the Austin Location.

   The call setup incident launches two associated incident response actions:

   • Sending an email to notify a network engineer at the Austin location that a call setup threshold was exceeded.
   • Automatically launching a traceroute investigation to the key phone at the Austin Location.
5. The network engineer at the Austin site clicks a link in an email message. The link opens a page of incident reports, where the engineer can quickly drill down to find the affected call server cluster.
6. From the incident report, the engineer can easily access the Investigation Details page. This page allows easy comparison of the baseline route to the current route to find the connectivity issue.

When an incident or Investigations report does not include sufficient information to resolve the problem, the engineer can launch a Call Watch for more information.