Configuring Thresholds and Incidents › What are Incidents and Incident Responses?

What are Incidents and Incident Responses?

UC Monitor uses incidents to report degraded conditions in VoIP call performance.

UC Monitor performance thresholds represent boundaries of acceptable VoIP performance. Performance thresholds trigger incidents. Incidents are records of information that is created when a performance threshold is crossed. Incidents are assigned sequential case numbers and reported on the Incident Report page. Each type of incident uses its own sequence.

Incident responses are associated with specific performance thresholds. You can set up automatic actions for each incident response.

• Call Quality incidents can trigger email and SNMP trap actions.
• Call Performance incidents can trigger email, SNMP trap, and traceroute actions.
• Call Setup incidents can trigger email, SNMP, and traceroute actions.
• Call Server incidents can trigger email and SNMP trap actions.
• Call Server Group incidents can trigger email, SNMP, and traceroute actions.
• Collector incidents can trigger traceroute actions.
• Poor Call Quality incidents automatically trigger Call Watch investigations.

By default, performance thresholds do not trigger actions. When you customize thresholds, you can associate actions to incident responses. The response actions include network-specific parameters, such as email addresses that receive automatic notifications. An administrator can specify one of the following responses for an incident:

• An action that occurs when performance exceeds the degraded threshold
• An action that occurs when performance exceeds the excessive threshold

Important: Understand the difference between expected performance and unusual, or truly degraded, performance. Otherwise, incidents for an actual network anomaly can be lost amid a long series of incidents that are raised continually for normal performance conditions.