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An incident is a record of information that UC Monitor creates when a threshold is crossed. Thresholds are boundaries of acceptable performance behavior, and exist by default for each monitored call performance metric. Administrators can change thresholds to make them more or less sensitive to performance changes.
UC Monitor creates incident reports, displays them on the Incidents Overview, and launches associated responses. An administrator can configure incident responses for each type of incident:
The call quality that a user experiences occurs between pairs of network endpoints. Therefore, call quality thresholds are assigned to pairs that consist of two Locations, two media devices, or a Location and a media device. Call setup thresholds are assigned to single network entities. Call setup incidents are reported for pairs of affected Locations and call servers or media devices.
A set of consecutive incidents can represent one extended, degraded state. Depending on the type of metrics, excessive or degraded statistics triggers a call quality incident or a call setup incident. Only one incident is open at a time for a unique Location or voice gateway pair. When an incident is already open for a pair, the incident is updated with the time of the new observation.
By default, incident responses do not launch actions. A UC Monitor administrator configures the actions and notifications to occur in response to a threshold violation. For each incident response, an administrator specifies:
Note: Collector incidents are applicable to collector performance and are reported separately. For more information about collector incidents and collector thresholds, see the use case titled "Managing Collectors in Avaya or Cisco Environments" in the UC Monitor bookshelf on the CA Support website.
This section contains the following topics:
How Incidents Trigger Responses
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