Designing and Configuring Unified Messaging in Exchange Server 2007 : Monitoring and Troubleshooting Unified Messaging (part 2) - Performance Monitors

11/27/2012 6:13:28 PM

Performance Monitors

Unlike many applications, the Exchange 2007 unified messaging application is very well instrumented.

Tables of the counters for each of the monitored objects are noted in the balance of this section.

General Performance Counters for Unified Messaging

The counters listed in Table 3 are under the MSExchangeUMGeneral performance object and are useful for monitoring and troubleshooting general problems with the Exchange 2007 UM server.

Table 3. Counters for the MSExchangeUMGeneral Object
Performance Counter	Description
Total Calls	The number of calls since the service was started.
Total Calls per Second	The number of new calls that arrived in the last second.
Calls Dropped by User Failure	The total number of calls disconnected after too many user entry failures.
Calls Rejected	The total number of new call invitations that have been rejected.
Calls Rejected per Second	The number of new call invitations that have been rejected in the last second.
Current Calls	The number of calls currently connected to the UM server.
Current Voice Calls	The number of voice calls currently connected to the UM server.
Current Fax Calls	The number of fax calls currently connected to the UM server. Voice calls become fax calls after a fax tone is detected.
Current Subscriber Access Calls	The number of logged-on subscribers who are currently connected to the UM server.
Current Auto Attendant Calls	The number of Auto Attendant calls that are currently connected to the UM server.
Current Play on Phone Calls	The number of outbound calls initiated to play back messages.
Current Unauthenticated Pilot Number Calls	The number of voice calls to the pilot number that have not yet been authenticated.
Total Play to Phone Calls	The total number of Play to Phone calls that were initiated since the service was started.
Average Call Duration	The average duration, in seconds, of calls since the service was started.
Average Recent Call Duration	The average duration, in seconds, of the last 50 calls.
User Response Latency	The average response time, in milliseconds, for the system to respond to a user request. This average is calculated over the last 25 calls. This counter is limited to calls that require significant processing.
Delayed Calls	The number of calls that experienced one or more delays longer than 2 seconds.
Call Duration Exceeded	The number of calls that were disconnected because they exceeded the UM maximum call length. This number includes all types of calls, including fax calls.
Current CAS Connections	The number of connections that are currently open between the UM server and client access servers.

Call Answering Performance Counters for Unified Messaging

The counters listed in Table 4 are under the MSExchangeUMCallAnswering performance object and are useful for monitoring and troubleshooting call answering problems with the Exchange 2007 UM server.

Table 4. Counters for the MSExchangeUMCallAnswering Object
Performance Counter	Description
Call Answering Calls	The number of diverted calls that were answered on behalf of subscribers
Call Answering Voice Messages	The total number of messages that were submitted because the calls were answered on behalf of subscribers
Call Answering Voice Messages per Second	The number of messages that were submitted because the calls were answered on behalf of subscribers
Call Answering Missed Calls	The number of times a diverted call was dropped without a message being left
Call Answering Escapes	The number of times a caller pressed the * key to connect to another user rather than leaving a message
Average Voice Message Size	The average size, in seconds, of voice messages left for subscribers
Average Recent Message Size	The average size, in seconds, of the last 50 voice messages left for subscribers
Average Greeting Size	The average size, in seconds, of recorded greetings that have been retrieved by the UM server
Calls Without Personal Greetings	The number of diverted calls received for subscribers who did not have recorded greeting messages
Fetch Greeting Failure	The number of diverted calls for which the subscriber’s personal greeting could not be retrieved within the time allowed
Hung Up After Delay	The number of callers who disconnected after encountering a significant delay
Diverted Extension Not Provisioned	The number of calls received for which the diverted extension supplied with the call is not a UM subscriber extension

Fax Answering Performance Counters for Unified Messaging

The counters listed in Table 5 are under the MSExchangeUMFax performance object and are useful for monitoring and troubleshooting fax problems with the Exchange 2007 UM server.

Table 5. Counters for the MSExchangeUMFax Object
Performance Counter	Description
Fax Messages	The total number of fax messages received
Average Fax Message Size	The average size, in kilobytes, of fax messages received
Average Recent Fax Message Size	The average size, in kilobytes, of the last 20 fax messages
Fax Call Duration Exceeded	The number of fax calls that were disconnected because they exceeded the UM maximum call length
Fax Incomplete	The number of fax calls that were dropped before completion
Fax Calls to Non Provisioned Mailboxes	The number of calls to extensions that resolved to mailboxes that are not enabled for fax

Subscriber Access Performance Counters for Unified Messaging

The counters listed in Table 6 are under the MSExchangeUMSubscriberAccess performance object and are useful for monitoring and troubleshooting subscriber access problems with the Exchange 2007 UM server.

Table 6. Counters for the MSExchangeUMSubscriberAccess Object
Performance Counter	Description
Subscriber Logon	The number of UM subscribers who have successfully authenticated since the service was started.
Subscriber Logon Failures	The number of authentication failures since the service was started. This number is incremented once when all three per-call logon attempts fail.
Average Subscriber Call Duration	The average duration, in seconds, that subscribers spent logged on to the system. This timer starts when logon completes.
Average Subscriber Recent Call Duration	The average length of time, in seconds, that subscribers spent logged on to the system for the last 50 subscriber calls.
Voice Message Queue Accessed	The number of times subscribers accessed their voice message queues using the telephone user interface.
Voice Messages Heard	The number of voice messages played to subscribers. This count is incremented as soon as playback starts. The subscriber does not need to listen to the entire message.
Voice Messages Sent	The number of voice messages sent by authenticated UM subscribers.
Average Sent Voice Message Size	The average size, in seconds, of voice messages that are sent. This size does not include any attachment data.
Average Recent Sent Voice Message Size	The average size, in seconds, of the last 50 voice messages that were sent.
Voice Messages Deleted	The number of voice messages that were deleted by authenticated subscribers.
Reply Messages Sent	The number of replies sent by authenticated subscribers.
Forward Messages Sent	The number of messages forwarded by authenticated subscribers.
Email Message Queue Accessed	The number of times subscribers accessed their email message queue using the telephone user interface.
Email Messages Heard	The number of email messages heard by authenticated subscribers.
Email Messages Deleted	The number of email messages deleted by authenticated subscribers.
Calendar Accessed	The number of times subscribers accessed their calendars using the telephone user interface.
Calendar Items Heard	The number of calendar items heard by authenticated subscribers.
Calendar Late Attendance	The number of messages sent to inform the organizer of a meeting that the subscriber will be late.
Calendar Items Details Requested	The number of times a subscriber requested additional details for a calendar item.
Meetings Declined	The number of Meeting Declined messages sent by subscribers.
Meetings Accepted	The number of Meeting Accepted messages sent by subscribers.
Called Meeting Organizer	The number of times subscribers called the meeting organizer.
Replied to Organizer	The number of times subscribers sent reply messages to meeting organizers.
Contacts Accessed	The number of times subscribers accessed the Main Menu Contacts option using the telephone user interface.
Contact Items Heard	The number of times authenticated subscribers listened to directory details.
Hung Up During Delay	The number of times subscribers disconnected during a system delay.
Launched Calls	The number of subscriber calls that resulted in an outbound call being placed.
Directory Accessed	The number of times subscribers accessed the Main Menu Directory option using the telephone user interface.
Directory Accessed by Extension	The number of directory access operations in which the user supplied the extension number.
Directory Accessed by Dial by Name	The number of directory access operations where the subscriber used the Dial by Name feature.
Directory Accessed Successfully by Dial by Name	The number of dial by name directory access operations that completed successfully on behalf of subscribers.
Directory Accessed by Spoken Name	The number of directory access operations in which the subscriber spoke a recipient name.
Directory Accessed Successfully by Spoken Name	The number of speech-recognition directory access operations that completed successfully on behalf of subscribers.

The variety of counters in the subscriber access area is impressive and can really aid in the understanding of the behavior of the subscribers.

Unified Messaging Auto Attendant Performance Counters

The counters listed in Table 7 are under the MSExchangeUMAutoAttendant performance object and are useful for monitoring and troubleshooting Auto Attendant problems with the Exchange 2007 UM server.

Table 7. Counters for the MSExchangeUMAutoAttendant Object
Performance Counter	Description
Total Calls	The number of calls that have been processed by this Auto Attendant.
Business Hours Calls	The number of calls processed by this Auto Attendant during business hours.
Out of Hours Calls	The number of calls processed by this Auto Attendant outside of business hours.
Disconnected Without Input	The number of calls that were dropped without any input being offered to the Auto Attendant prompts.
Transferred Count	The number of calls that were transferred by this Auto Attendant. This number does not include calls that were transferred by the operator.
Directory Accessed	The number of directory access operations performed by this Auto Attendant.
Directory Accessed by Extension	The number of directory access operations in which the user supplied the extension number.
Directory Accessed by Dial by Name	The number of directory access operations in which the subscriber used the Dial by Name feature.
Directory Accessed Successfully by Dial by Name	The number of successful directory access operations in which the caller used the Dial by Name feature.
Directory Accessed by Spoken Name	The number of directory access operations in which the subscriber spoke a recipient name.
Directory Accessed Successfully by Spoken Name	The number of successful directory access operations in which the caller used the Dial by Name feature.
Operator Transfers	The number of calls that were transferred to the operator.
Menu Option 1 Used	The number of times that a caller has chosen option 1 from the custom menu. This value is always zero if no menu or option is defined.
Menu Option 2 Used	The number of times that a caller has chosen option 2 from the custom menu. This value is always zero if no menu or option is defined.
Menu Option 3 Used	The number of times that a caller has chosen option 3 from the custom menu. This value is always zero if no menu or option is defined.
Menu Option 4 Used	The number of times that a caller has chosen option 4 from the custom menu. This value is always zero if no menu or option is defined.
Menu Option 5 Used	The number of times that a caller has chosen option 5 from the custom menu. This value is always zero if no menu or option is defined.
Menu Option 6 Used	The number of times that a caller has chosen option 6 from the custom menu. This value is always zero if no menu or option is defined.
Menu Option 7 Used	The number of times that a caller has chosen option 7 from the custom menu. This value is always zero if no menu or option is defined.
Menu Option 8 Used	The number of times that a caller has chosen option 8 from the custom menu. This value is always zero if no menu or option is defined.
Menu Option 9 Used	The number of times that a caller has chosen option 9 from the custom menu. This value is always zero if no menu or option is defined.
Menu Option Timed Out	The number of times that the system has timed out waiting for a caller to select an option from the custom menu. This value is always zero if no menu is defined.
Average Call Time	The average length of time that callers interacted with the Auto Attendant.
Average Recent Call Time	The average length of time, in seconds, of the last 50 Auto Attendant calls.
Speech Calls	The total number of calls during which the caller is determined to have spoken at least once.
Ambiguous Name Transfers	The number of times that a caller was transferred to the operator because the name that they spelled or spoke was too common in the search results.

The variety of counters in the Auto Attendant area is impressive and can really aid in the understanding of the behavior of the callers, the menu choices they make, how long they stay in the system, and their preferred method of access to the menus.

System Resources and Availability Counters for Unified Messaging

The counters listed in Table 8 are under the MSExchangeAvailability performance object and are useful for monitoring and troubleshooting system resource and availability problems with the Exchange 2007 UM server.

Table 8. Counters for the MSExchangeAvailability Object
Performance Counter	Description
Directory Access Failures	The number of times that attempts to access Active Directory failed.
Bridgehead Access Completed	The number of times that the bridgehead server was accessed successfully.
Bridgehead Access Failures	The number of times that attempts to access a bridgehead server failed. This number is only incremented if all bridgehead servers were unavailable.
Mailbox Server Access Failures	The number of times the system failed to access a Mailbox server.
Maximum Calls Allowed	The length of time, in seconds, that the server was concurrently processing the maximum number of calls allowed.
Worker Process Recycled	The number of times a new UM worker process has been started.
Failed to Redirect Call	The number of times the unified messaging service failed to redirect calls to a UM worker process.
Total Worker Process Call Count	The total number of calls handled by this UM worker process.
Unhandled Exceptions	The number of calls that encountered an unhandled exception.
Unhandled Exceptions per Second	The number of calls that encountered an unhandled exception in the last second.
Incomplete Signaling Information	The number of calls for which the signaling information was missing or incomplete.
Calls Dropped by System Failure	The total number of calls disconnected after a system failure.
Calls Dropped by System Failure per Second	The number of calls disconnected after a system failure in the last second.
Call Answer Queued Messages	The number of messages created and not yet submitted for delivery.
Spoken Name Accessed	The number of times the system retrieved the recorded name of a user.
Name TTSed	The number of times the system used text-to-speech to create an audio version of the display name of a subscriber.

Unified Messaging Performance Monitoring Counters

The counters listed in Table 9 are under the MSExchangeUMPerformance performance object and are useful for monitoring and troubleshooting server latency problems with the Exchange 2007 UM server. These counters measure the time in number of seconds that server operations took. This is an important measure of the time that callers are waiting for the UM server to complete a task.

Table 9. Counters for the MSExchangeUMPerformance Object
Performance Counter	Description
Operations over Two Seconds	The number of all UM operations that took between 2 and 3 seconds to complete. This is the time during which a caller was waiting for UM to respond.
Operations over Three Seconds	The number of all UM operations that took between 3 and 4 seconds to complete. This is the time during which a caller was waiting for UM to respond.
Operations over Four Seconds	The number of all UM operations that took between 4 and 5 seconds to complete. This is the time during which a caller was waiting for UM to respond.
Operations over Five Seconds	The number of all UM operations that took between 5 and 6 seconds to complete. This is the time during which a caller was waiting for UM to respond.
Operations over Six Seconds	The number of all UM operations that took more than 6 seconds to complete. This is the time during which a caller was waiting for UM to respond.