Alerts center in Control Hub

Alerts center in Control Hub is a central place to manage alerts for your Webex deployment. Administrators can configure alerts to be delivered through email, webhooks, PagerDuty, or in a Webex App space. Regardless of the delivery channel configured, all alerts will always appear in Control Hub.

Each administrator has their own set of alerts and rules that they can create and view in My alerts and My rules tabs, and they can view all alerts and rules from other administrators in the organization in the All alerts and All rules tabs. Administrators can also view announcements, such as software updates from Cisco, in the alerts center.

Alerts for the last 14 days will appear in the Alerts section, you can export historical alerts for the last 30 days in a CSV format by clicking on the export button.

There are two categories of alerts: Threshold-based and Service-generated.

Threshold-based alerts

Administrators can create a rule to monitor for specific events by specifying specific thresholds, such as participants who reach more than 300ms of latency or a packet loss of more than 8%. These alerts are only triggered if the administrators configure them by creating a rule.

Administrators can further configure how these alerts are delivered by choosing the delivery channel for them:

Email—You can add up to 30 email addresses as recipients to receive the alerts.
Webex App—You can receive the alert in a new space, an existing space, or in a 1:1 space.

If an existing space gets renamed, the alert will still be delivered to the same space.
Webhook—The alerts will be delivered to the webhook URL configured in Control Hub.
PagerDuty—You can input a service key to deliver the alerts to a related service using PagerDuty.

Service-generated alerts

These alerts are created automatically by Webex services. Most of these alerts are critical in nature that the administrator should pay attention to. Administrators can manage how these alerts are delivered by choosing the delivery channel for them similar to threshold-based alerts. The delivery channels include email, Webex App, webhook, and PagerDuty.

View alerts and rules

Select one of the following:

To view alerts, select My alerts or All alerts.
- In the All alerts tab, when you select a filter for a single service, an additional drop-down box appears so you can further refine your search.
To view rules, select Manage, and then select My rules or All rules.
- In the All rules tab, when you select a filter for a single service, an additional drop-down box appears so you can further refine your search.
- In the All rules tab, when you select a filter for Device Name or Email, a search bar appears so you can search for all rules related to a specific user or device.

For Webex Meetings, you can create rules to get alerts for:

Live meeting monitoring—Use this alert to find out when participants are experiencing media quality issues during meetings that are in progress. You can create up to 10 of these alerts.
Device live meeting monitoring—Use this alert to find out when devices are experiencing media quality issues during meetings that are in progress. You can create up to 25 of these alerts.
Historical meeting quality trend—Use this alert to find out when a percentage of participants in specific Webex sites and locations reach the media quality thresholds that are set automatically based on the past performance of meetings within the last seven days. You can create up to 10 of these alerts.
Historical meeting quality monitoring—Similar to the history meeting quality trend alert, you can use this alert to set your own thresholds on when to receive an alert when a percentage of participants in specific Webex sites and locations reach any of the media quality thresholds. You can create up to 10 of these alerts.

Meeting alerts only trigger for participants who attend meetings through Webex Meetings and Webex App. The minimum app versions that participants must use for alerts to trigger are:

Webex Meetings desktop app version 39.6.5 or higher
Webex Meetings mobile app for Android and iOS version 39.11 or higher
Webex App desktop version 3.0.12427.0 or higher
Webex App mobile Android version 4.1.6 or higher
Webex App mobile iOS version 4.3 or higher

Alerts don't trigger for audio-only meetings, Webex Events, and Webex Training sessions.

Add a live meeting monitoring alert

You can enable up to 10 live meeting monitoring alerts per organization. Each alert can monitor up to either 30 user email addresses or 30 devices.

If the Monitor all participants check box is checked, then the alert only triggers for meetings with fewer than 50 participants.

1	Sign in to Control Hub and go to Alerts center > Manage.
2	Click Create rule.
3	Select Live meeting monitoring next to Type, and enter the name for the alert next to Title.
4	Toggle the Status switch to on to receive notifications for the alert.
5	Select User email(s) or Device name(s) and enter up to 30 user email addresses or devices.
6	Check the Monitor all participants check box to receive alerts for all of the participants that are in the same meetings as the users or devices in the list.
7	In the Rules section, set the following thresholds: Latency—Enter between 400ms to 2000ms. Jitter—Enter between 400ms to 2000ms. Packet Loss—Enter between 5% to 100%. CPU—Enter between 90% to 100%.
8	Set the Accumulated and Consecutive duration for the alert to trigger.
9	In the Delivery channel section, check the Email check box and enter the email addresses of who will receive the alerts.
10	Check the Webex space check box and enter the name of the space if you want to receive messages in that space whenever a threshold is reached.
11	Click Save.

Add a device live meeting monitoring alert

You can enable up to 25 device live meeting monitoring alerts per organization.

1	Sign in to Control Hub and go to Alerts center > Manage.
2	Click Create rule.
3	Select Device live meeting monitoring next to Type, and enter the name for the alert next to Title.
4	Toggle the Enabled switch to on to receive notifications for the alert.
5	Choose to monitor: All devices—Monitor all active devices in your organization. Device name(s)—Monitor up to 30 devices. Select device(s) by tag(s)—Monitor up to 30 device tags. The alert monitors any devices set with those tags.
6	In the Rules section, set the following audio and video thresholds: Packet Loss—Enter between 5% to 50%. Latency—Enter between 400ms to 2000ms. Jitter—Enter between 400ms to 2000ms.
7	Set the Accumulated and Consecutive duration for the alert to trigger.
8	In the Delivery channel section, you can: Check the Email check box and enter the email addresses of who receives the alerts. Check the Webex space check box and enter the name of the space if you want to receive messages in that space whenever a threshold is reached.
9	Click Save.

Add a historical meeting quality trend alert

You can add up to 10 historical meeting quality trend alerts per organization.

The maximum report size for the file when you download alerts is 100MB.

1	From the customer view in https://admin.webex.com, go to Alerts center, and then select Manage.
2	Click Create rule.
3	Select Historical meeting quality trend next to Type, and enter the name for the alert next to Title.
4	Toggle the Status switch to on to receive notifications for the alert.
5	Select which Webex site and participant locations to receive alerts for.
6	In the Delivery channel section, check the Email check box and enter the email addresses of who will receive the alerts.
7	Check the Webex space check box and enter the name of the space if you want to receive messages in that space whenever a threshold is reached.
8	Click Save.

Add a historical meeting quality monitoring alert

You can enable up to 10 historical meeting quality monitoring alerts per organization.

The maximum report size for the file when you download alerts is 100MB.

1	From the customer view in https://admin.webex.com, go to Alerts center, and then select Manage.
2	Click Create rule.
3	Select Historical meeting quality monitoring next to Type, and enter the name for the alert next to Title.
4	Toggle the Status switch to on to receive notifications for the alert.
5	Select which Webex site and participant locations to receive alerts for.
6	In the Rules section, set the following thresholds: Latency—Enter between 400ms to 2000ms. Jitter—Enter between 400ms to 2000ms. Packet Loss—Enter between 5% to 100%. CPU—Enter between 90% to 100%.
7	In the Trigger section, select a duration to monitor and enter the percentage of participants that must reach one of the thresholds to trigger the alert.
8	In the Delivery channel section, check the Email check box and enter the email addresses of who will receive the alerts.
9	Check the Webex space check box and enter the name of the space if you want to receive messages in that space whenever a threshold is reached.
10	Click Save.

For Webex Calling, you can configure the following alerts:

Add a call quality drop alert

Use this alert to find out when the call quality at specific locations or a user's media session drops to poor quality.

Call quality is calculated as:

Good—Both video and audio stream had jitter below 150ms, latency below 400ms, and packet loss below 5%.
Poor—Both video and audio stream had jitter above 150ms, latency above 400ms, and packet loss above 5%.

Alerts are sent out when a call ends. When you receive the alert, you can click Troubleshoot Call to take you straight to the call in Troubleshooting if the alert is monitoring specific users. If the alert is monitoring locations, you can click View Analytics to take you to the Media Quality tab in Calling Analytics.

You can create up to 10 Call Quality Drop alerts per organization.

1	Sign in to Control Hub.
2	Go to Alerts center > Manage.
3	Click Create rule.
4	From the Service drop-down list, select Calling.
5	From the Type drop-down list, select Call Quality Drop.
6	Enter a Title.
7	Toggle on Enabled to receive notifications for the alert.
8	Select User email(s) or Location name(s) and enter up to 30 user email addresses or locations to monitor.
9	In the Delivery channel section, choose how to receive the alerts: Email—Enter the email addresses of who'll receive the alerts. Webex space—Enter the name of the space to receive the alert as messages in a space. The bot only messages recipients that are added in the email delivery channel. Your organization must have Messaging enabled for Webex App to use a space as a delivery channel. Webhook—Check this check box if you want to use the alert with third-party applications.
10	Click Save.

For devices, you can create rules to get alerts for:

Offline and online events—An event is registered after a device has been offline for 10 minutes or has come back online 10 minutes ago. You can create up to 100 of these alerts.
Issues that are detected or resolved events—You can select if you want to receive all alerts or mute the ones that you don't wish to receive. You can create up to 100 of these alerts.
Software version expiry—An alert is sent out 14 days and 3 days before the software version expires for the device. You can create up to 10 of these alerts

See this article for more details on how to set up alerts for devices in your organization.

Alerts of PhoneOS Phones on Control Hub

As the administrator, you can check the status of phones that are registered to Webex Calling. If any issue occurs on the phone, you can see the details in the Issues & Information section under the Devices for diagnostics and troubleshooting.

Also, you can view all alerts that are reported by the phone in the Alerts center. For more information about the alerts center, see Alerts center in Control Hub.

Call protocol

DisplayName	Code	Type	Message	Level
Limited service	wxclimitedservice	Limited service	SRST mode - this phone has limited service. The message can also display on the phone screen.	Warning
Sip profile registration	SIPProfileRegistration	SIP registration failed	SIP registration failed	Error

DisplayName

Code

Type

Message

Level

Limited service

wxclimitedservice

Limited service

SRST mode - this phone has limited service.

The message can also display on the phone screen.

Warning

Sip profile registration

SIPProfileRegistration

SIP registration failed

Error

Network

DisplayName	Code	Type	Message	Level
Packet loss detected	networkquality	Packet loss detected	During the last call we detected a level of packet loss that may have impacted the call quality. Packet loss is typically caused by network congestion.	Warning

Action button

DisplayName	Code	Type	Message	Level
Action button not configured	actionbuttonnotconfig	Action button not configured	The Action button is not configured. Configure it in All Configurations > Phone >Action Button.	Warning
Action button emergency service unavailable	emergencyunavailable	Action button emergency service unavailable	It's impossible to access the emergency service since no line is registered. Will fail to use the Action button or dial numbers to access the service.	Warning

Security

DisplayName	Code	Type	Message	Level
SCEP certificate enrollment failed	scepcertenrollmentfailed	SCEP certificate enrollment failed	SCEP certificate enrollment failed	Error

Configuration

DisplayName	Code	Type	Message	Level
Failed to apply configuration changes	wxcresyncfailed	Failed to apply configuration changes	The phone failed to apply configuration changes. The configurations may be out of date.	Error
Upgrade failed	wxcupgradefailed	Upgrade failed	The phone failed to update the firmware. Check that the device has a working network connection, that DNS is configured and it is not blocked by firewalls or proxies.	Error

There are two categories of service alerts for Dedicated Instance: Maintenance alerts and Proactive alerts.

Maintenance alerts

The system enables maintenance alerts by default. Partner or customer administrators should verify or configure the delivery channel to receive notifications via email and/or Webex space.

To add delivery channel information to receive maintenance alerts:

From the customer view in https://admin.webex.com, go to Alerts center.
Select Manage > All rules.
Click Calling-Maintenance and Outage Alerts and scroll down to Delivery Channel.
Select either or both of the Email or Webex spaces check boxes to receive notification on the preferred channel.

You can add upto 30 email IDs.

To receive notifications in a Webex space, you must have a Messaging license. If bot access is enabled in Apps/Bots and you're allowed to be a member of the organization room, you’ll get the notifications. Otherwise, contact your organization administrator to resolve the issue.

You can select Webhooks if you have Webhooks enabled at the organizational level. For more information, see Enable webhooks for alerts in Control Hub.
Enter the Email and Webex space information and click Save to save the changes.

Whenever maintenance occurs, Control Hub automatically displays a banner with the cluster details, region, and the scheduled date and time.

Proactive alerts

Partner or customer administrators can subscribe to day two or day three proactive alerts and event notifications, and choose to have them delivered via email, Webex App spaces, or both by selecting the Delivery Channel when creating the alert.

For example: Unified CM Video Conf Bridge Out of Resource Count High, Unified CM MTP Out of Resource Count High.

To create a proactive alert rule

Only partner or customer admin with full admin rights can create rules.

From the customer view in https://admin.webex.com, go to Alerts center.
Select Manage > Create rule.
In the Summary section:
1. Select Calling from the Service drop-down list.
2. Select Alerts for Dedicated Instance from the Type drop-down list.
3. Select the preferred Severity. By default the severity is High.
  We recommend creating rules for proactive alerts with medium or low severity.
  
  You receive alerts that match or exceed the severity level you selected when setting up the rule.
4. Add Title for the new rule.
All the check boxes in the Rules section are selected by default. Uncheck the ones based on your preferences.
Select the Delivery Channel to receive the alert.

You can select Webhooks if you have Webhooks enabled at the organizational level. For more information, see Enable webhooks for alerts in Control Hub.
Click Save.

Once the rules are created, it takes a maximum of 6 hours to start receiving the notifications.

Alert status and their legends

Control Hub consolidates the statuses of multiple UC application services, agent statuses, and the maintenance status of each node.

Services status for each node is refreshed every 15 mins.

Critical alerts			Cisco CallManager Cisco Tftp Cisco CTIManager Cisco Tomcat Cisco CDR Agent Cisco CDR Repository Manager Cisco Extension Mobility Cisco Extension Mobility Application Cisco Smart License Manager Connection Smart License Manager Server Connection SMTP Server License synchronization
Non-critical alerts			All other UC services which is not listed above are considered as non-critical services.

Alert legends

Status	Color	Description
Online	Green	Indicates the node is functioning normally without any issues
Maintenance	Orange	Indicates the node is undergoing a maintenance
Services Down	Red	Indicates one or more critical services are down on the node
Services Down	Orange	Indicates one or more non-critical services are down on the node, or the agent is offline

Certificate expiry alert

Control Hub sends certificate expiry alerts to customers 67 days before the expiration date and then weekly until the certificate is renewed.

Customer owned and managed certificates - A proactive alert is sent from Control Hub, and you’re responsible for renewing and managing the certificate.
Cisco owned and managed certificates - A proactive alert is sent from Control Hub, and we’re responsible for renewing and managing the certificate.

Set up a proactive alert to receive a notification when a certificate expires.

Control Hub application status alarm definitions

For a list of available alarm definitions for Dedicated Instance, see Control Hub application status alarm definitions.

You can set up a webhook callback URL so that alerts show up in third-party applications. The admin can specify a webhook callback URL in Control Hub. After providing a callback URL, you can select the webhook option as an additional delivery channel in the rules for new or existing alerts. See below for steps on how to configure webhooks.

Here's an example of what the JSON element for an alert webhook looks like:

{
"orgId": "1ab23cde-4567-890f-1234-gh56ijk07l891",
"title": "title",
"summary" : "notification for a test alert",
"actionUrl" : "www.actionURL.com",
"severity" : "HIGH",
"eventType" : "created",
"resourceType": "ControlHubAlerts",
"type": "Meeting",
"subtype": "Live Meeting Monitoring",
}

Set up a webhook callback URL

You must first add a webhook callback URL before you can enable rules to use webhooks.

1	Sign in to Control Hub and go to Organization Settings.
2	Scroll to the Webhook configuration section.
3	Toggle the Configure the webhook URL switch to on. A pop-up window appears.
4	Enter the webhook URL that you want to use. You can also choose to add a secret token for the webhook. View this blog to learn more about secret tokens.
5	Select Validate. If validation fails, check to make sure the webhook URL and secret token are correct. Click Try again once you've finished checking.
6	Select Save.

Enable webhook in a rule

After setting up a webhook URL, you can set up rules to use webhooks as a delivery channel.

1	From the customer view in https://admin.webex.com, go to Alerts center, and click Manage.
2	In the All rules tab, select a rule.
3	In the Delivery Method section, check the Webhook checkbox. Based on the type of alert you're creating, a payload example is shown so that you can know what to expect.
4	Click Save.

Cisco devices webhook field reference

For information on webhook field references for Cisco devices, see this article.

You can set up a PagerDuty integration key so that alerts show up in third-party applications.

Enable PagerDuty in a rule

Before you begin

You must first get an integration key in PagerDuty before you can enable the PagerDuty setting for alerts in Control Hub. To get an integration key, create a new service in PagerDuty and select Events API V2 as the integration. Once you create an Events API V2 service, you can find the integration key in the Integrations tab of the PagerDuty dashboard.

1	Sign in to Control Hub and go to Alerts center > Manage.
2	In the Delivery channel section, check the Pagerduty checkbox.
3	Enter the integration key that you created in the PagerDuty dashboard.
4	Click Save.

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