Who We Are

About Us ¶

Observability and Troubleshooting Tooling Team belongs to Cisco Common Platform Services. Our responsibility is to design, develop and deploy observability and troubleshooting tools and services to capture the failure of Cisco services, escalate to Service Operation team to take proper action to avoid Webex end customer collaboration experience lose.

MCT(Monitoring Console Tool) is the first developed tool in team to detect failures in synthetic check approach. EMS(Event Management System) was involved by providing event capture capability. With EMS, more and more commercial monitoring tools like ThousandEyes, SolarWinds could import alerts and visualize in EMS. Then metrics based monitoring tool - MAV(Metrics and Visualization) was introduced, which focus on metrics based monitoring. Now it turns to Metrics 2.0 for better metrics visualization. We are also responsible for SVTA(Site Verification Test Automation) which is used for verification when Webex Meetings and Teams changes happen.

With the evaluation and introduction of different monitoring tools, we feel the needs to consolidate all the alerts into a centralized service, and with the correlation, we would expect more accurate and valuable founds to provide to operation teams, so that they could shorten the troubleshooting cycle, and eventually decrease our Webex customer lost. This unified service is called UAS(Unified Alert Service)

Besides that, Monitoring & Status Team is also responsible for Webex Global Status Service(GSS) site development and maintenance. GSS stands for Global Service Status. It tracks all latest status information of all Webex products including Meetings, Messaging, Calling, Contact Center etc at Webex Global Service Status. Internal wiki tells more detail on implementation.

For more information, please go to visit our team wiki page.

High Level Architecture ¶

How to apply access to MCT, EMS and UAS ¶

Internal Webex Operation and Engineering teams under collaboration org, like Webex Platform, Production Engineering, can have access to MCT, EMS, and UAS.

For users from Technical Support, like Cisco TAC, TSE, Advanced Services team and Others organization, MCT, UAS, and EMS users access request need to get Monitoring & Status team Lead's approval.

All the users should raise a ticket in Webex Service Now (link in Access Request Entry). The manager of users will get the notification automatically and approve/reject. Only with manager's approval, access will be granted automatically (e.g. MCT and EMS). HERE tells how to fill form in the Service now.

To apply UAS access, please refer Apply UAS Authority for needed access. (There's no access required if just view the alerts status)

Please fill in another user's cec for reference, we will assign the same access as that referred user.