You can collect baseline data on your organization’s network when using Webex services with the Webex Monitoring Service. The data can help you troubleshoot issues that your users run into, such as identifying if a low-quality meeting is caused by a network problem.
To use the Webex Monitoring Service, you need to download the Webex Monitoring Service software in Control Hub, and then install the software on the computer or server that you're going to use as an agent to monitor your organization's network connectivity with Webex services. You can reuse the software to install on multiple computers or servers to create more agents. Once you’ve set up agents in your organization, you can view the Webex Monitoring Service data in the Troubleshooting tab. You can also optionally add on-premises video devices to monitor their connection with Webex services.
Monitoring on-premises video devices with Webex services
The Webex Monitoring Service can also monitor on-premises video devices in your organization for media quality metrics whenever they're used to join a Webex meeting. You can view the data from on-premises video devices that participants used to join meetings in the Troubleshooting tab of Control Hub.
On-premises video devices must have static IP addresses to work with the Webex Monitoring Service. If the IP address of an on-premises video device is changed after you set up the Webex Monitoring Service, then you must update the device in Control Hub with the new IP address.
The Webex Monitoring Service works on any SX, MX, DX, EX, or Room Device that is running Cisco Collaboration Endpoint (CE) software, Cisco Telepresence Endpoint (TE) software, or Cisco Telepresence Collaboration (TC) software version 7.3.10 or later.
Proxy isn't supported.
To use the Webex Monitoring Service, you must use a dedicated machine that meets these minimum requirements:
64-bit Windows 10 or 64-bit Windows Server 2016 or later
Physical or virtual machine must have an audio driver enabled
A 4-core processor or higher
8 GB of RAM
20 GB of free storage
You must download the Webex Monitoring Service software in Control Hub and then install the software to a computer or server to set up an agent. Once you set up an agent, you can add on-premises video devices for the agent to monitor so you can view the media quality metrics of the devices when they're used to join a meeting.
Set up a Webex Monitoring Service agent
The Webex Monitoring Service agent must be able to reach the Cisco Webex Cloud IPv4 addresses, and port 443 with SSL directly through any existing organization's NATs or firewalls. The monitoring agent doesn’t support communicating through web proxies to reach the Webex Cloud and IPv6 addresses. See this article for a list of IP addresses that the Webex services use.
The Webex Monitoring Service uses Internet Control Message Protocol (ICMP) to perform some of the network tests. If ICMP messages are blocked, then the test results might have little to no metrics in Control Hub.
Make sure any anti-virus solution that is used on the machine doesn’t interfere with the monitoring agent. The agent must also be deployed outside of your organization's demilitarized zone (DMZ).
Before you begin
The physical or virtual machine that you want to set up as an agent must have an audio driver enabled for the installation to complete successfully.
If you're signing in remotely to install the Webex Monitoring Service software on a virtual machine, make sure to set the sound setting to output through the virtual machine. For example, if you're using Microsoft Remote Desktop, set the Play sound setting to On the remote PC in the Devices & Audio tab.
You can have up to four agents per organization.
From the customer view in https://admin.webex.com, select Hybrid, and in the Webex Monitoring Service card, click Set Up.
Enter the email and phone number of the Point of Contact, and click Next.
The Point of Contact is the person who Cisco contacts about the quality of your network if an issue is detected.
Click Download to download the Webex Monitoring Service software, and then install the software on the computer or server that you want to set up as an agent.
After setting up the first agent, you can go back to the Webex Monitoring Service card if you want to download the software again to add more agents.
Now that you've installed the Webex Monitoring Service agent on a computer or server, you can manage them in Control Hub.
Manage Webex Monitoring agents
From the customer view in https://admin.webex.com, select Hybrid, and in the Webex Monitoring Service card, click on the number next to Agents.
Click More next to an agent.
Select the action you want to perform.