Submit a ticketCall us

WebinarUpcoming Webinar: Know What’s Changed – with NEW Server Configuration Monitor

Change management in IT is critical. But, even with a good change management process, changes are too often not correctly tracked, if at all. The configuration of your servers and applications is a key factor in their performance, availability, and security. Many incidents can be tracked back to an authorized (and sometimes unauthorized) configuration change, whether to a system file, configuration file, or Windows® Registry entry. Join SolarWinds VP of product management Brandon Shopp to discover how the new SolarWinds® Server Configuration Monitor is designed to help you.

Register now.

Home > Success Center > VoIP & Network Quality Manager (VNQM) > VNQM - Knowledgebase Articles > Missing call metrics from Avaya based calls

Missing call metrics from Avaya based calls

Created by Matthew Lamb, last modified by MindTouch on Jun 16, 2016

Views: 1,259 Votes: 1 Revisions: 4


This article describes when Avaya call metrics are not being gathered from VNQM, but it is configured on the Avaya interface to export. Avaya's call data contains call metrics just as Cisco's call manager does, just in a different manner. For Avaya, the data is presented as RTCP data, which is the equivalent to CMR data from Cisco. Data collection is the same as the CDR data for Avaya (gathered off listening on UDP port 5005). VNQM will accept the data if the sender's IP address is recognized as an IP address from an Avaya phone from VoipCcmPhones table or an Avaya based gateway from VoipCcmGateways table. These are gathered from the CLI polling conducted on the Avaya call manager directly to obtain this information.


Messages pertaining to when the data is collected and when the data is skipped is shown in the IPSLA Businesslayer logs:


The following are two examples of collecting RTCP data:


  • The first one is from a phone that can have its IP tracked back to the VoipCcmPhones table:

2015-12-09 14:42:24,717 [10] DEBUG BusinessLayer.RtcpServer (null) - RR 396965863 ( processed. Phone: 27626 (ID: 760). Details: [ DataSourceSSRC = 1106452945, AT = 09/12/2015 08:42:24 p.m., LsrAT = 09/12/2015 08:42:22 p.m., Jitter = 10, PacketsLost = 0, PacketsSent = 918, DLSR = 162616 (2481 ms) ]

  • The second one is from a phone that can have its IP tracked back to the VoipCcmGateways table:

2015-12-09 14:42:24,717 [15] DEBUG BusinessLayer.RtcpServer (null) - RR 85064679 ( processed. Gateway Id: 34. Details: [ DataSourceSSRC = 577467730, AT = 09/12/2015 08:42:24 p.m., LsrAT = 09/12/2015 08:42:22 p.m., Jitter = 4, PacketsLost = 0, PacketsSent = 8889, DLSR = 146407 (2233 ms) ]


The following are examples of dropping RTCP data: 

Note: Neither of these IPs can be tracked to the VoipCcmGateways or VoipCcmPhones tables:

2015-12-09 14:42:24,748 [15] DEBUG BusinessLayer.RtcpServer (null) - RR 805826337 ( skipped.

2015-12-09 14:42:24,764 [10] DEBUG BusinessLayer.RtcpServer (null) - RR 197473833 ( skipped.


  • VNQM 4.2
  • All Avaya CM versions


The cause of the missing data may be any of the following issues:

  • The phone, gateway or other device that issues the RTCP data is not present in the database from Avaya polling in VNQM.
  • The port UDP 5005 is blocked.
  • The VNQM listener is not attached to the UDP 5005 port.
  • The Avaya clients are not pointing to the correct collector.


  1. Insure that all the necessary phones and gateways have been added.
  2. Verify that UDP port 5005 is not blocked.
  3. Verify that nothing else is attached to UDP port 5005 preventing the listener to attach.
  4. Ensure that the Avaya configuration is pointing the RTCP data to the VNQM server.
  5. If you are using an Avaya-VIP configuration in VNQM, you need to set the nodeid back to the original ID for the Avaya call manager and allow it to finish polling the phones and gateways.
Last modified