Administration Guide for Cisco Unified Customer Voice Portal,Release 10.0(1)First Published: December 12, 2013
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C O N T E N T S
P r e f a c e Preface xvii
About This Guide xvii
Related Documents xvii
Document Conventions xviii
Audience xix
Support xix
Documentation Feedback xix
C H A P T E R 1 Cisco Unified Customer Voice Portal 1
Unified CVP 1
Key Features and Benefits 2
Operations Console 3
Sign In to Operations Console 4
Procedure 4
My Account Screen 5
Cisco Unified Customer Voice Portal Page 5
Window Header 5
Operations Console Menu Options 5
More Information About Unified CVP 10
Sign Out of Operations Console 12
Procedure 12
View System-Level Operation States 12
Transfer Script and Media Files 14
Procedure 14
Error Handling 14
Control Center Operation 15
View Devices by Type 15
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Procedure 16
View Devices by Device Pool 16
Procedure 16
View Device Status 17
View Device Statistics 21
Procedure 21
View Device Associations 21
Procedure 21
View Infrastructure Statistics 22
Procedure 22
Infrastructure Statistics 22
ICM Service Call Statistics 26
IVR Service Call Statistics 28
SIP Service Call Statistics 30
View Gateway Statistics 33
Gateway Statistics 34
Unified CVP VXML Server Statistics 34
Standalone VXML Server Statistics 36
View Pool Statistics 37
Procedure 37
Reporting Server Statistics 37
Pool Statistics Tab 39
Sort Servers 40
Procedure 40
Edit Device Setup 40
Procedure 40
Start Server 41
Procedure 41
Shut Down Server 41
Procedure 41
Device Pools 42
Add Device Pool to Operations Console 43
Procedure 43
Edit Device Pool 43
Procedure 43
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Contents
Delete Device Pool 44
Procedure 44
Add or Remove Device From Device Pool 45
Procedure 45
Find Device Pool 45
Procedure 45
Import Operations Console Configuration 46
Procedure 46
Export Operations Console Configuration 47
Procedure 47
Location Feature 48
View Location Information 51
Procedure 51
Insert Site Identifiers 52
Procedure 52
Deploy Location Information 53
Procedure 53
Error Scenario Deployment 54
Add Locations 54
Procedure 55
Edit Location Information 55
Procedure 55
Delete Location 56
Procedure 56
Synchronize Location Information 57
Procedure 57
Synchronize Error Scenarios 58
View Location Deployment or Synchronization Status 58
Procedure 59
Find Location 59
Procedure 59
SIP Server Groups 60
View SIP Server Groups 60
Add SIP Server Group 64
Procedure 64
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Delete SIP Server Group 66
Edit SIP Server Group 66
Procedure 66
Find SIP Server Groups 68
Deploy SIP Server Group Configurations 68
Procedure 68
View SIP Server Groups Deployment Status 69
Procedure 69
Dialed Number Pattern 70
Add Dialed Number Pattern 71
Procedure 71
Delete Dialed Number Pattern 73
Procedure 73
Edit Dialed Number Pattern 73
Procedure 74
Find Dialed Number Patterns 75
Procedure 75
Deploy Dialed Number Pattern 76
Procedure 76
View Dialed Number Pattern Deployment Status 77
Procedure 77
Web Services 77
Set Up Web Services 78
Procedure 78
View Web Services Deployment Status 79
Procedure 79
IOS Setup 79
IOS Template Format 80
IOS Template Management 82
Add New Template 82
Delete Templates 83
Edit Templates 83
Copy Templates 83
View Template Details 84
IOS Template Deployment 84
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Preview and Deploy Template 85
Check Deployment Status 85
Roll Back Deployment 86
Perform Courtesy Callback 86
Procedure 87
View Courtesy Callback Deployment Status 89
Procedure 89
C H A P T E R 2 Managing Devices 91
Device Properties 91
Offline View of Device Properties 92
Online View of Device Properties 92
Device Information Field Descriptions 92
Find Device 93
Procedure 94
Display Device Statistics 94
Procedure 94
Unified CVP Licensing 95
Call Server Setup 96
Add Call Server 97
Procedure 97
Call Services 98
Comprehensive Call Flow Using SIP 98
VRU-Only 99
Call Director Using SIP 99
Unified CVP VXML Server with ICM Lookup 99
Unified CVP VXML Server Standalone Call Flow 100
Basic Video Call Flow 100
Call Server Services Setup 100
Set Up ICM Service 101
Procedure 101
ICM Service Settings 101
Set Up IVR Service 104
Procedure 105
IVR Service Settings 105
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Set Up SIP Service 108
Procedure 108
SIP Service Settings 109
SIP Transport Setting Recommendation for UDP 120
Load-Balancing SIP Calls 120
Valid Formats for Dialed Numbers 120
Ringtone Dialed Number Learning on Gateway Example 121
Set Up Infrastructure 121
Procedure 121
Infrastructure Settings 121
License Thresholds 124
Edit Call Server 124
Procedure 125
Delete Call Server 126
Procedure 126
Find Call Server 126
Procedure 126
View Call Server Statistics 127
Procedure 127
Call Server Settings 127
Apply License to Call Server 129
Procedure 129
Set Up Reporting Server 130
Add Reporting Server 130
Procedure 131
General Reporting Server Information Setup 132
Reporting Properties Setup 133
Reporting Server Infrastructure Settings 134
Edit Reporting Server 137
Procedure 137
Change Reporting Database User Password 137
Procedure 138
Reporting User Management 138
Add New Reporting Users 138
Change Reporting User Password 139
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Remove Reporting Users 139
Run Reporting Database Backup 140
Procedure 140
Cancel Reporting Database Backup 141
Procedure 141
Set Up Reporting Database Delete 141
Procedure 142
Reporting Data Category Deletion 142
View Database Details 144
Procedure 144
View Reporting Statistics 145
Procedure 145
Delete Reporting Server 145
Procedure 145
Apply Reporting Server License 146
Procedure 146
Find Reporting Server 147
Procedure 147
Unified CVP VXML Server Setup 147
Add Unified CVP VXML Server 148
Procedure 148
Edit Unified CVP VXML Server 149
Procedure 149
Delete Unified CVP VXML Server 150
Procedure 150
Unified CVP VXML Server General Properties 151
Unified CVP VXML Server Configuration Properties 153
Unified CVP VXML Server Infrastructure Settings 155
Inclusive and Exclusive VXML Reporting Filters 158
Procedure 158
VXML Inclusive and Exclusive Filter Rules 158
VXML Filter Wildcard Matching Examples 159
Inclusive and Exclusive VXML Reporting Filter Examples 160
VXML Application File Transfers 161
Download Log Messages XML File 162
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Procedure 162
Edit Log Messages XML File 162
Unified CVP Event Severity Levels 163
Upload Log Messages XML File 164
Procedure 164
Apply Unified CVP VXML Server License 165
Procedure 165
Find VXML Server 165
Procedure 165
Unified CVP VXML Server (Standalone) Setup 166
Add a Standalone Unified VXML Server 166
Procedure 166
Delete Standalone Unified CVP VXML Server 168
Procedure 168
Edit Standalone Unified VXML Server 169
Procedure 169
Find Standalone Unified VXML Server 170
Procedure 171
Apply Standalone Unified CVP VXML Server License 171
Procedure 171
Gateway Setup 172
Add Gateway 173
Procedure 173
Delete Gateway 175
Procedure 175
Edit Gateway 175
Procedure 175
Find Gateway 178
Procedure 178
Transfer Script and Media File to Gateway 178
Procedure 178
View Gateway Statistics 179
Procedure 179
Execute IOS Commands on Gateway 180
Procedure 180
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Speech Server Setup 180
Add Speech Server 181
Procedure 181
Delete Speech Server 182
Procedure 183
Edit Speech Server 183
Procedure 183
Find Speech Server 184
Procedure 184
Apply Speech Server License 185
Procedure 185
Set Up Media Server 186
Add Media Server 186
Procedure 186
Delete Media Server 188
Procedure 188
Deploy Media Server 189
Procedure 189
Edit Media Server 189
Procedure 189
Find Media Server 191
Procedure 191
Add and Remove Media Server From Device Pool 192
Procedure 192
View Deployment Status 192
Procedure 193
Unified Communications Manager Server Setup 193
Add Unified CM Server 193
Procedure 193
Edit Unified CM Server 195
Procedure 195
Delete Unified CM Server 198
Procedure 198
Find Unified CM Server 198
Procedure 198
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Unified ICM Server Setup 199
Add Unified ICM Server 199
Procedure 199
Delete Unified ICM Server 201
Procedure 201
Edit Unified ICM Server 202
Procedure 202
Find Unified ICM Server 203
Procedure 204
SIP Proxy Server Setup 204
Add SIP Proxy Server 204
Procedure 205
Edit SIP Proxy Server 206
Procedure 206
Delete SIP Proxy Server 208
Procedure 208
Find SIP Proxy Server 208
Procedure 208
Unified IC Server Setup 209
Add Unified IC Server 210
Procedure 210
Edit Unified IC Server 211
Procedure 211
Delete Unified IC Server 212
Procedure 212
Find Unified IC Server 212
Procedure 213
Past Device Setups in Operations Console Database 213
Find Past Device Setup 213
Procedure 213
View Past Device Setup 214
Procedure 214
Apply Past Device Setup 214
Procedure 214
Device Versions 215
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C H A P T E R 3 Managing Unified CVP Users 217
User Role Management 218
Add User Role 218
Procedure 218
Edit User Role 219
Procedure 219
Assign User Role Access Criteria 219
Procedure 220
Find User Role 220
Procedure 220
Delete User Roles 220
Procedure 221
Service Types User Roles and User Group Associations 221
User Group Management 222
Add User Group 222
Procedure 222
Edit User Groups 223
Procedure 223
Assign Role to User Group 223
Procedure 224
Delete User Group 224
Procedure 224
Find User Group 225
Procedure 225
Unified CVP User Setup 225
General User Information Settings 226
Secure Password Requirements 227
Add User Account 227
Procedure 227
Edit User Account 228
Procedure 228
Delete User Account 229
Procedure 229
Find User Account 229
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Procedure 229
Add or Remove User From Device Pool 230
Procedure 230
Assign User to User Group 231
Procedure 231
C H A P T E R 4 Bulk Administration 233
Bulk Administration File Transfer (BAFT) 233
Transfer License Files Using BAFT 233
Transfer Scripts and Media Files Using BAFT 234
Transfer VXML Applications Using BAFT 235
View File Transfer Status 236
C H A P T E R 5 SNMP Agent Setup 237
Simple Network Management Protocol Support 237
SNMP Basics 237
SNMP Management Information Base (MIB) 238
Set Up SNMP 239
Import Previously Configured Windows SNMP v1 Community Strings 239
SNMP v1/v2c Agent Setup 240
SNMP v1/v2c Community String Setup 241
Add SNMP v1/v2C Community String 241
Procedure 241
Edit SNMP v1/v2C Community String 241
Procedure 242
SNMP v1/v2c Community String Settings 242
Assign SNMP Entity to Device 243
Procedure 243
Find SNMP v1/v2c Community String 244
Procedure 244
Delete SNMP v1/v2c Community String 245
Procedure 245
SNMP v1/v2 Notification Destination Setup 245
SNMP v1/v2 Notification Destination Settings 246
Add SNMP v1/v2c Notification Destination 246
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Contents
Procedure 246
Edit SNMP v1/v2C Notification Destination 247
Procedure 247
Delete SNMP v1/v2C Notification Destination 248
Procedure 248
Find SNMP v1/v2C Notification Destination 248
Procedure 248
SNMP v3 Agent Setup 249
SNMP v3 User Setup 249
Find SNMP v3 User 249
Procedure 249
Add SNMP v3 User 250
Procedure 250
Edit SNMP v3 User 250
Procedure 250
SNMP v3 User Settings 251
Delete SNMP v3 User 253
Procedure 253
SNMP v3 Notification Destination Setup 254
Add SNMP v3 Notification Destination 254
Procedure 254
Edit SNMP v3 Notification Destination 254
Procedure 254
SNMP v3 Notification Destination Settings 255
Find SNMP v3 Notification Destination 256
Procedure 256
Delete SNMP v3 Notification Destination 256
Procedure 256
SNMP MIB2 System Group Setup 257
Add SNMP MIB2 System Group 257
Procedure 257
Edit SNMP MIB2 System Group 257
Procedure 257
Delete SNMP MIB2 System Group 258
Procedure 258
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Find SNMP MIB2 System Group 258
Procedure 258
Syslog 259
Set Up Syslog Server 259
C H A P T E R 6 Launch Tools 261
Launch SNMP Monitor 261
Links to Tools 261
Add URL to Tools Menu 262
Procedure 262
Remove URL From Tools Menu 262
Procedure 262
Modify URL on Tools Menu 263
Procedure 263
C H A P T E R 7 Documentation Search 265
Documentation Search 265
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Contents
Preface
• About This Guide, page xvii
• Related Documents, page xvii
• Document Conventions, page xviii
• Audience, page xix
• Support, page xix
• Documentation Feedback, page xix
About This GuideTheOperations Console User's Guide for Cisco Unified Customer Voice Portal (CVP) provides the followinginformation:
• Understand the Operations Console interface and how it is used for configuration, error handling, andControl Center operations.
• Manage devices and Cisco Unified CVP users.
• Perform bulk administration, SNMP agent setup, and launch tools.
Related DocumentsTable 1: Related Documentation for Operations Console User's Guide for Cisco Unified Customer Voice Portal
LinkDocument Name
http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.html
Hardware and System Software Specification forCisco Unified Customer Voice Portal
http://www.cisco.com/en/us/products/sw/custcosw/ps1006/products_implementation_design_guides_list.html
Cisco Unified Customer Voice Portal Design Guide
Administration Guide for Cisco Unified Customer Voice Portal, Release 10.0(1) xvii
http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.htmlhttp://www.cisco.com/en/us/products/sw/custcosw/ps1006/products_implementation_design_guides_list.htmlhttp://www.cisco.com/en/us/products/sw/custcosw/ps1006/products_implementation_design_guides_list.htmlhttp://www.cisco.com/en/us/products/sw/custcosw/ps1006/products_implementation_design_guides_list.html
LinkDocument Name
http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html
Configuration Guide for Cisco Unified CustomerVoice Portal
http://www.cisco.com/en/US/products/sw/custcosw/ps1006/tsd_products_support_series_home.html
Feature Guide for Cisco Unified Customer VoicePortal
http://www.cisco.com/en/US/products/sw/custcosw/ps1006/tsd_products_support_series_home.html
Operations Guide for Cisco Unified Customer VoicePortal
Document ConventionsTable 2: Document Conventions
DescriptionConvention
Boldface font is used to indicate commands, such as user entries, keys,buttons, and folder and submenu names. For example:
• Choose Edit > Find.
• Click Finish.
boldface font
Italic font is used to indicate the following:
• Document title. Example: Installation and Upgrade Guide forCisco Unified Customer Voice Portal 10.0(1).
• A syntax value that the user must replace. Example: IF ( condition,true-value, false-value )
italic font
Window font, such as Courier, is used for the following:
• Text as it appears in code or that the window displays. Example:Cisco Systems,Inc.
window font
Angle brackets are used to indicate the following:
• For arguments where the context does not allow italic, such asASCII output.
• A character string that the user enters but that does not appear onthe window such as a password.
< >
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PrefaceDocument Conventions
http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/tsd_products_support_series_home.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/tsd_products_support_series_home.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/tsd_products_support_series_home.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/tsd_products_support_series_home.html
AudienceThis guide is intended for managers, Unified CVP system managers, Cisco Unified Intelligent ContactManagement Enterprise (Unified ICME)/ Cisco Unified Intelligent Management Hosted (Unified ICMH)systemmanagers, VoIP technical experts, and IVR application developers, who are familiar with the following:
• Configuring Cisco Gateways
• Configuring Cisco Unified Communications Manager
• ICM Configuration Manager and ICM Script Editor tools for call center operations and management
SupportFor information on obtaining documentation, submitting a service request, and gathering additional information,see the monthlyWhat's New in Cisco Product Documentation, which also lists all new and revised Ciscotechnical documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Subscribe to theWhat's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feedand set content to be delivered directly to your desktop using a reader application. The RSS feeds are a freeservice and Cisco currently supports RSS Version 2.0.
Documentation FeedbackProvide your comments about this document to:
mailto:[email protected]
Administration Guide for Cisco Unified Customer Voice Portal, Release 10.0(1) xix
PrefaceAudience
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.htmlmailto:[email protected]
Administration Guide for Cisco Unified Customer Voice Portal, Release 10.0(1)xx
PrefaceDocumentation Feedback
C H A P T E R 1Cisco Unified Customer Voice Portal
• Unified CVP, page 1
• Operations Console, page 3
• Error Handling, page 14
• Control Center Operation, page 15
• Device Pools, page 42
• Import Operations Console Configuration, page 46
• Export Operations Console Configuration, page 47
• Location Feature, page 48
• SIP Server Groups, page 60
• Dialed Number Pattern, page 70
• Web Services, page 77
• IOS Setup, page 79
• Perform Courtesy Callback, page 86
Unified CVPUnified CVP provides Voice over IP (VoIP) routing services for the Cisco Unified Intelligent ContactManagement Enterprise (Unified ICME) and Cisco Unified Contact Center Express (UCCX) products. UnifiedICME provides the services necessary to determine where calls should be routed, whether to ACDs, specificagents, or to VRUs, but the routing services themselves must be provided by an external routing client.
Traditionally, ICM routing clients were various Public Switch Telephone Network (PSTN) network switches,or customer-provided ACDs. Unified CVP makes it possible for Unified ICME to use VoIP gateways asrouting clients as well. This functionality carries a number of advantages, not the least of which is that calltraffic can be handled over the IP network rather than by the PSTN carrier, which reduces costs and providesgreater network bandwidth.
Unified CVP supports all the features of existing PSTNs and adds additional features. For example, UnifiedCVP provides a Voice Response Unit (VRU) platform, which includes the ability to prompt for and collect
Administration Guide for Cisco Unified Customer Voice Portal, Release 10.0(1) 1
basic data from the caller before delivering the call. Unified CVP enhances this traditional PSTN feature withthe use of its own VXML Interactive Voice Response (IVR) application platform. Also, Unified CVP can"park" calls by providing voice prompts or hold music to callers who are waiting in queue for an agent inUnified ICME.
A typical deployment of theUnified CVP solution requires operating, administering,managing, and provisioningmultiple servers and IOS components. The Operations Console is a web-based console that enables users tocentrally operate, administer, maintain, and provision the Unified CVP solution.
See also:
• Key Features and Benefits, on page 2
Related Topics
Operations Console, on page 3Control Center Operation, on page 15
Key Features and BenefitsUnified CVP is a web-based platform that provides carrier-class Interactive Voice Response (IVR) and InternetProtocol (IP) switching services over Voice Over IP (VoIP) networks.
Unified CVP includes these features:
• IP-based services:
◦Switching - Unified CVP can transfer calls over an IP network.
◦Takeback - Unified CVP can take back a transferred call for further IVR treatment or transfer.
◦IVR Services - The classic prompt-and-collect functions: "Press 1 for Sales, 2 for Service," forexample.
◦Queuing - Calls can be "parked" on Unified CVP for prompting or music on hold, while waitingfor a call center agent to be available.
◦Voice Enabled IVR Services - Unified CVP provides for sophisticated self-service applications,such as banking, brokerage, or airline reservations.
• Compatibility with Other Cisco Call Routing and VoIP Products - Specifically, Cisco UnifiedIntelligent Contact Management Hosted (Unified ICMH) or Unified ICME, Cisco Gateways, and CiscoIP Contact Center (IPCC).
• Compatibility with Cisco Unified Communications Manager (Unified CM) - Unified CM managesand switches VoIP calls among IP phones. When combined with Unified ICME, Unified CM becomesthe IPCC product.
• Compatibility with the PSTN - Calls can bemoved onto an IP-based network for Unified CVP treatmentand then moved back out to a PSTN for further call routing to a call center.
• Carrier-Class Platform - Unified CVP is a reliable, redundant, and scalable platform, which allows itto work with service provider and large enterprise networks.
• Reporting - Unified CVP stores detailed call records in a reporting database using a well-documentedschema. You can design and run custom reports using the ODBC-compliant reporting tool of your choice.
Administration Guide for Cisco Unified Customer Voice Portal, Release 10.0(1)2
Cisco Unified Customer Voice PortalKey Features and Benefits
• Operations Console - A web-based console fromwhich you can centrally operate, administer, maintain,and provision the Unified CVP solution.
• Call Routing Support - Unified CVP provides call routing services for SIP (RFC 3261).
• VXML Services - Unified CVP provides a platform for developing powerful, speech-driven interactiveapplications accessible from any phone.
The VXML platform includes:
◦The Cisco Unified CVP VXML Server, a J2EE- and J2SE-compliant application server thatdynamically drives the caller experience.
◦The Cisco Unified Call Studio, a drag-and-drop graphical user interface (GUI) for the rapid creationof advanced voice applications.
Operations ConsoleThe Operations Console is a web-based interface fromwhich you can configure the Unified CVP componentsin the Unified CVP solution. You can monitor and manage the following Unified CVP components directlyfrom the Operations Console:
• Unified CVP Call Server
• CVP Reporting Server
• Unified CVP VXML Server
• Unified CVP VXML Server (standalone)
The Operations Console manages component configurations. It also provides the ability to distribute CallStudio applications to Unified CVPVXMLServers, performReporting DB administration, and deploy licensesto all of the CVP devices listed above. Finally, the Operations Console provides basic visual indications asto which managed components are functioning properly and which are having problems.
Use the buttons and menus in the Operations Console to navigate through the web pages. (The browser buttonsare not supported.)
The Operations Console provides access to the following operations:
• Health Monitoring - You can use any SNMP-standard monitoring tool to get a detailed visual andtabular representation of the health of the solution network. All Unified CVP product components andmost Unified CVP solution components also issue SNMP traps and statistics which can be delivered toany standard SNMP management station or monitoring tool.
• Direct administration of individual IOS-based components - Administrators can select an individualgateway for direct administration using secure shell (ssh). Configurations which are modified in thisway, or which are modified by directly accessing those components without using the Operations Server,can be uploaded to the Operations Server backup for later use.
You can perform the following tasks to get started with the Operations Console:
• Sign In to Operations Console
• Cisco Unified Customer Voice Portal Page
Administration Guide for Cisco Unified Customer Voice Portal, Release 10.0(1) 3
Cisco Unified Customer Voice PortalOperations Console
• Operations Console Menu Options
• More Information About Unified CVP
• Sign Out of Operations Console
• View System-Level Operation States
• Transfer Script and Media Files
• Control Center Operation
Sign In to Operations ConsoleTo log in to the Operations Console, perform the following procedure.
Before You Begin
If this is the first time you are logging in to the Operations Console after installing the Unified CVP software,you will need the password for the default Administrator account that was created during installation.
The inactivity session timeout for the Operations Console (when no activity is performed in the browser) isset to 60 minutes. If the browser is inactive for more than 60 minutes, you are required to login again.
ProcedureTo log in to the Operations Console:
Procedure
Step 1 From the web browser, enter https://ServerIP:9443/oamp, where ServerIP is the IP address or hostname ofthe machine on which the Operations Console is installed.The main Unified CVP window opens.
Step 2 Enter your user ID in the Username field.The first time you log in after installing the Unified CVP software, enter Administrator, the default useraccount.
Step 3 In the Password field, enter your password.If you are logging in to the default Administrator account, enter the password that was set for this accountduring installation.
If the user ID or password is invalid, the Operations server displays the message, "Invalid Username orpassword." Enter your user ID and password again and click OK.
The main Cisco Unified Customer Voice Portal window opens.
Step 4 Default security settings can prevent users from using the Operations Console. Check your security policyand, if needed, change the settings to a less restrictive level.
Related Topics
Sign Out of Operations Console, on page 12
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Cisco Unified Customer Voice PortalSign In to Operations Console
My Account ScreenThe My Account screen displays the settings for the account of the user who is currently logged in.
From this screen you can perform the following tasks:
• General User Information Settings
You can view the device pools and user groups to which you are assigned.
For more information on changing these assignments, see the following topics:
• Add or Remove User From Device Pool
• Assign User to User Group
Cisco Unified Customer Voice Portal PageThe main Cisco Unified Customer Voice Portal page is displayed when you log in to the Operations Console.Navigation to the entire website is provided with the menu bar at the top of the screen.
Related Topics
Operations Console Menu Options, on page 5More Information About Unified CVP, on page 10
Window HeaderThe window header, which displays at the top of each Operations Console window, contains the followingfields:
Window header fields:
• Logged in as - User account for the user who is currently logged in.
• My Account- User who is currently logged in. See My Account Screen, on page 5.
• Logout- Logs you out from the console. See Sign Out of Operations Console, on page 12.
• About - Displays the Welcome window.
• Documentation Search - Searches the Ops Console documentation for a keyword.
Operations Console Menu OptionsUse the Operations Console menu options to configure Unified CVP components and users.
Selecting an item from the menu bar launches the respective page.Note
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Use ToOptionsMenu
View the status of theCisco Unified CustomerVoice Portal environment in a network controlcenter. View the status and statistics byDevice Type or Device Pools, logical groupsof devices in theCisco Unified CustomerVoice Portal solution. Initiate Start,Shutdown, or Graceful Shutdown actions ondevices in the control center.
Control CenterSystem
Create, modify, and delete device pool namesand descriptions for logical groups of devices(for example, all devices located in ageographical region).
Device Pool
Import a previously-savedOperations ConsoleServer configuration file and apply it to thecurrent system.
Import System Configuration
Save and export all configuration informationfor the Operations Console Server to a singlefile on your local computer.
You can later use this file to restore anOperations Console Server during disasterrecovery.
Export System Configuration
Add, edit, synchronize, and delete UnifiedCM location information.
Location
Configure server groups for SIP and viewCallServer deployment status.
SIP Server Groups
Configure Diagnostic Portal servletcredentials.
Web Services
Configure the Dialed Number Patterns for adestination. You can define the dialednumbers for the Error Tone, Ring Tone, andother destinations.
Dialed Number Pattern
IOS Configuration
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Use ToOptionsMenu
IOS Template Management - Add, Delete,Edit, Copy, and View an IOS templateconfiguration pushed to an IOS gateway. Thetemplate contains the IOS commands requiredfor use in a Unified CVP deployment.
IOS Template Deployment - Deploy agateway configuration template to an IOSgateway. The template provisions the gatewayand substitutes any variables in the templatewith the source devices that are chosen whenit is deployed.
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Use ToOptionsMenu
Configure Call Server general andinfrastructure settings; specify call servicessettings for each deployment model; associateCall Servers with device pools and the SIPProxy Server; and apply licenses to a CallServer.
Unified CVP Call ServerDevice Management
Configure Reporting Server general andinfrastructure settings, associate ReportingServers with Call Servers, specify reportingproperties, and associate Reporting Serverswith device pools.
Perform Reporting database administration:schedule database backups and purges;manage database and reporting user namesand passwords; apply licenses to a ReportingServer.
Unified CVP Reporting Server
Configure VXML Server general andinfrastructure settings; specify primary andbackup Call Servers; enable VXML Serverreporting and specify VoiceXML data filters;associate VXML Servers with device pools;and apply licenses and transfer scripts to aVXML Server.
Unified CVP VXML Server
ConfigureVXMLServer (standalone) generalsettings; associate VXMLServer (standalone)with device pools; and apply licenses andtransfer scripts to a VXML Server(standalone).
A VXML Server (standalone)handles calls that arrive through aVoiceXML gateway. (No statisticsare providedwhen theVXMLServeris configured this way.) Also, youcannot configure a database to andcapture data from VXML Server(standalone) applications.
Note
Unified CVP VXML Server(standalone)
Configure Gateway general settings; associateGateways with device pools; execute a subsetof IOS commands; view gateway statistics;and transfer files.
Gateway
Review and Restore past deviceconfigurations.
Device Past Configurations
Speech Server
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Use ToOptionsMenu
Configure Speech Server general settings;associate a Speech Server with device pools;and transfer licenses.
A Speech Server provides speechrecognition and synthesis services.
Note
Configure Media Server general settings andassociate a Media Server with device pools.
A Media Server administers themedia files that contain messagesand prompts callers hear.
Note
Media Server
ConfigureUnified CM general settings;specify the URL to theUnified CM DeviceAdministration page; and associate theUnifiedCM with device pools.
Unified CM
Configure ICM Server general settings andassociate the ICM Server with device pools.
Unified ICM
Configure SIP Proxy Server general settings;specify the URL to the SIP Proxy ServerDevice Administration page; and associatethe SIP Proxy Server with device pools.
SIP Proxy Server
Configure CUIS Server general settings andassociate the CUIS Server with device pools.
Unified IC
Configure Recording Server general settingsand associate the Recording Server withdevice pools.
Recording Server
Review and Restore past deviceconfigurations.
Device Past Configurations
View version information for the Call Server,Reporting Server, VXMLServer, and VXMLServer (standalone).
Device Versions
Create, modify, and delete user roles. AssignSuperUser, Administrator, or Read Onlyaccess privileges to roles.
User RolesUser Management
Create, modify, and delete user groups.Assign roles to user groups.
User Groups
Manage Unified CVP users, and assign themto groups and roles.
Users
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Use ToOptionsMenu
Transfer license files and script files tomultiple devices at a time.
File TransferBulk Administration
Configure the SNMP agent that runs on theUnified CVP device to use the V1/V2 SNMPprotocol to communicate with an SNMPmanagement station; add and delete SNMPV1/V2c community strings; configure adestination to receive SNMP notificationsfrom an SNMP management station; andassociate community strings with the device.
V1/V2cSNMP
Configure the SNMP agent that runs on theUnified CVP device to use the V3 SNMPprotocol to communicate with an SNMPmanagement station; add and delete SNMPusers and set their access privileges; configurea destination to receive SNMP notificationsfrom an SNMP management station; andassociate SNMP users with devices.
V3
Configure the MIB2 System Group systemcontact and location settings, and associatethe MIB2 System Group with devices.
System Group
Launch the SNMP Monitor application in anew browser window.
SNMP MonitorTools
Specify the URLs that launch the SNMPMonitor.
Configure
Display the table of contents for the helpsystem.
ContentsHelp
Display help on the current screen.This Page
Display the version of the help system.About
More Information About Unified CVPThe Operations Console Online Help describes how to use the Operations Console to configure and performbasic monitoring of the components that make up the Unified CVP solution. For design considerations andguidelines for deploying enterprise network solutions that incorporate Cisco Unified Customer Voice Portalsoftware, see theCisco Unified Customer Voice Portal Design Guide at http://www.cisco.com/en/us/products/sw/custcosw/ps1006/products_implementation_design_guides_list.html.
The following table lists the documents available in the Unified CVP documentation set.
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http://www.cisco.com/en/us/products/sw/custcosw/ps1006/products_implementation_design_guides_list.htmlhttp://www.cisco.com/en/us/products/sw/custcosw/ps1006/products_implementation_design_guides_list.html
Refer to...For More Information on...
Hardware and Software System Specification for Cisco UnifiedCustomer Voice Portal Software at Hardware and Software SystemSpecification for Cisco Unified Customer Voice Portal Software
The versions of software and hardwarethat are required and compatible withthe Unified CVP solution
Release Notes for Cisco Unified Customer Voice Portal at ReleaseNotes for Cisco Unified Customer Voice Portal
System requirements, features of therelease, packaging information,limitations and restrictions, and a list ofknown defects
Installation and Upgrade Guide for Cisco Unified Customer VoicePortal at Installation and Upgrade Guide for Cisco UnifiedCustomer Voice Portal
Installing Unified CVP software,performing an initial configuration, andupgrading from earlier versions ofUnified CVP software
Configuration Guide for Cisco Customer Voice Portal at http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html
Setting up, running, and administeringthe Unified CVP product, includingassociated configuration
Reporting Guide for Cisco Unified Customer Voice Portal atReporting Guide for Cisco Unified Customer Voice Portal
Configuring the Reporting Server andReporting Database and using reporttemplates to generate reports
Troubleshooting Guide for Cisco Unified Customer Voice Portalat Troubleshooting Guide for Cisco Unified Customer Voice Portal
Isolating and solving problems in theUnified CVP solution
User Guide for Cisco Unified CVPVXML Server and Cisco UnifiedCall Studio at User Guide for Cisco Unified CVP VXML Serverand Cisco Unified Call Studio
Using the Call Studio environment anddeploying applications to the CiscoUnified CVP VXML Server
Say It Smart Specifications for Cisco Unified CVP VXML Serverand Cisco Unified Call Studio at Say It Smart Specifications forCisco Unified CVP VXML Server and Cisco Unified Call Studio
Configuration options for all Say ItSmart plugins
Programming Guide for Cisco Unified CVP VXML Server andCisco Unified Call Studio at Programming Guide for Cisco UnifiedCVP VXML Server and Cisco Unified Call Studio
Building components that run on theCisco Unified CVP VXML Server
Port Utilization Guide for Cisco Unified Customer Voice PortalSoftware at Port Utilization Guide for Cisco Unified CustomerVoice Portal Software
The ports used byUnified CVP softwarecomponents.
You can also find additional background information on these related products and technologies:
• Session Initiation Protocol (SIP) - Cisco SIP Proxy Server Data Sheet
• Simple Network Management Protocol (SNMP) - http://www3.ietf.org/
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http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_release_notes_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_release_notes_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_installation_guides_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_installation_guides_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_programming_reference_guides_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_programming_reference_guides_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.htmlhttp://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.htmlhttp://www.cisco.com/en/US/products/sw/voicesw/ps2157/products_data_sheets_list.htmlhttp://www3.ietf.org/
Sign Out of Operations ConsoleTo log out from the Operations Console, perform the following procedure.
ProcedureTo log out from the Operations Console:
Procedure
Click Logout in the screen header at the top of the screen.You are logged out and the main Cisco Customer Voice Portal window opens.
Related Topics
Sign In to Operations Console, on page 4
View System-Level Operation StatesThe Operations Console provides status information for each device. Each device can be in one of the stateslisted in the following table.
Table 3: Description of States Displayed in the Status Window
ReasonsState
Indicates that the operation was successful.Success
Indicates that the operation has not yet been executed.Pending
Indicates that the operation is in progress.In Progress
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ReasonsState
The reasons for a failed deployment state are listed below:
• Unable to locate IP address in the database
• General database failure
• The call server was not deployed
• Unknown error
• Notification error: Contact administrator
• Could not write to properties file
• The Call Server device is using an unknown version of the UnifiedCVP software
• The Call Server device is using an older version of the Unified CVPsoftware
• Configuration not removed from the databaseThis failure has multiple reasons:
◦Could not write to properties file
◦Device has not been deployed
◦General failure
◦Unable to access the Database
Failed
The reasons for a failed synchronization state are listed below:
• Device not accessible
• Authentication failure
•Web service is not available on the device
• General database error
• General error
• Unknown host address
• SOAP service error
If you make any configuration changes after your initial deployment of any System-level configurationtasks, you must deploy the changed configuration again.
Note
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Transfer Script and Media FilesYou can transfer a single script or media file at a time from the Operations Console.
ProcedureTo transfer a script or media file:
Procedure
Step 1 From the Device Management menu, select the type of server to which to transfer the script file. For example,to transfer a script or media file to a Gateway, select Device Management > Gateway.The Find, Add, Delete, Edit window lists any servers that have been added to the Operations Console.
Step 2 Select a server by clicking on the link in its Hostname field or by clicking the radio button preceding it andthen clicking Edit.
Step 3 Select File Transfer in the toolbar and then click Scripts and Media.The Scripts and Media File Transfer page opens, listing the host name and IP address for the selected device.Script andMedia files currently stored in the Operations Server database are listed in the Select From availableScript Files box.
Step 4 If the script or media file is not listed in the Select From Available Script Files box:a) Click Select a Script or Media File from Your Local PC.b) Enter the file name in the text box or click Browse to search for the script or media file on the local file
system.
Step 5 If the script or media file is listed in the Select From Available Script and media Files box, select the scriptor media file.
Step 6 Click Transfer to send the file to the device.The script or media file is transferred to the selected server.
Error HandlingThe Operations Console performs two types of validations:
• Client Side - Validations using Javascript, which runs within the web browser. Youmust enable Javascriptin the browser.
• Server Side - Validations that are run on the server side. These are extensive validations that includethe client side validations and any business validations.
Client side validation errors display at the top of the page just below the Menu bar.
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Control Center OperationUse the control center to view and manage the devices in the Unified CVP solution from a central place. Youcan view the status of an individual device or all the devices that belong to a group of devices. You can alsoshut down and start VXML, Reporting, and Call Servers; and view detailed statistics for each of these devices.
You can perform the following tasks from the Control Center:
• View Devices by Type
• View Devices by Device Pool
• View Device Status
• View Pool Statistics
• View Device Associations
• View Infrastructure Statistics
• ICM Service Call Statistics
• IVR Service Call Statistics
• SIP Service Call Statistics
• View Gateway Statistics
• Unified CVP VXML Server Statistics
• Standalone VXML Server Statistics
• View Pool Statistics
• Reporting Server Statistics
• Pool Statistics Tab
• Sort Servers
• Edit Device Setup
• View System-Level Operation States
• Start Server
• Shut Down Server
View Devices by TypeYou can view groups of devices by type (for example, Call Server, or Reporting Server). Devices of theselected device type are listed in the right pane of the Control Center.
Related Topics
Start Server, on page 41Shut Down Server, on page 41Edit Device Setup, on page 40
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View Device Status, on page 17
ProcedureTo view devices by type:
Procedure
Step 1 Select System > Control Center.The Control Center window opens.
Step 2 Select the Device Type tab.Devices types are listed in the Device Type tab.
Step 3 Select the type of device to display.Only devices of the selected type are listed in the Devices tab in the right pane.
View Devices by Device PoolYou can view groups of devices by device pool (for example, the devices in the San Jose pool). If a devicebelongs to more than one device pool, that device is listed in each device pool.
Related Topics
Start Server, on page 41Shut Down Server, on page 41Edit Device Setup, on page 40View Device Status, on page 17
ProcedureTo view devices by device pool:
Procedure
Step 1 Selec System > Control Center.Step 2 Select the Device Pool tab and then select a device pool from the list.
Devices that belong to the selected device pool display on the General tab.
Step 3 Sort the devices by Hostname, IP Address, Device Type, Status, or Active Calls by clicking the desired columnheader.Only the devices listed on the current page are sorted. For example, if you select a Call Server device pooland then click the IP Address column header, the Call Servers displayed on the current screen are sorted byIP address.
Step 4 Select the desired refresh interval from the Refresh drop-down menu.
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By default, pool statistics are not refreshed.
Step 5 Click on an individual device in a device pool to display or edit the device configuration.
View Device StatusYou can view the devices in a particular device pool by selecting Control Center from the System menu andthen selecting the Device Pool tab and selecting a device pool. You can also view a particular type of deviceby selecting the Device Type tab and selecting a device type.
All CVP devices, Call Servers, Reporting Servers, and VXML Servers, report current operating status. Thestatus of some devices, such as IOS devices, Unified CM, ICM servers, SIP proxy servers, Unified IC servers,and Recording servers display as N/A (Not Applicable) because the Operations Console does not monitorthese device types.
The following tables describes the fields in the Control Center.
Table 4: Device Status Fields in the Control Center
DescriptionField
The hostname assigned to the device.Hostname
IP address for the server.IP Address
The category of the device, for example: Call Servers, Reporting Servers, or VXMLServers.
Device Type
Icons that indicate operations that you can perform on a selected device. Not allactions are available for all devices.
Available actions include:
• Statistics - Data on current activities and activities that occur during an interval.
• Unapplied Changes - Indicates that configuration changes that have been savedto the Operations Console database have not yet been applied to the device.
• Link to an External Administration Page - Displays a web-basedadministration page from which you can administer a server. Available forUnified CM, SIP proxy servers, and ICM Servers.
Actions
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DescriptionField
The current operating status for a selected device.
• The Device is up and running.CVP Service Internal States:
◦In Service - The service is running.
◦In Service (Warning Threshold Reached) - The service is running andthe warning threshold has been reached.
◦In Service (Critical Threshold Reached) - The service is running andthe critical threshold has been reached.
• Device is not running or has no communication with local Resource Managerservice.
CVP Service Internal States:
◦Disabled - The service has not been configured.
◦Stopped - The service is not running. Error Scenario (not an internalstate), where local Resource Manager service has no message buscommunication with device.
◦Error Scenario (not an internal state) - Where local ResourceManagerservice has no message bus communication with device.
• One or more of the device services are functioning partially.CVP Service Internal States:
◦Starting - The service is starting.
◦Partial Service - The service has been configured and started, but is notrunning at full service.
Partial service may be attributed to waiting on a dependency (such as theIVR and SIP service waiting for ICM to connect to the VRU PIM), notlicensed, or license usage critical.
◦Stopping - The service is stopping.
◦Not Reachable
• The device could not be reached from Operations Console.Common reasons for not reachable status are:
◦Machine shutdown.
◦Resource Manager service on the device is down.
◦Security is enabled for device but invalid certificate configuration, etcetera.
Status
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Sometimes, the actual device status can be resultant of more than one CVP service state for the correspondingdevice. For example, the CVP Call Service device status in Control Center is actually an aggregation of SIP,ICM, and IVR service states.
The following table describes device status that is specific to each CVP device type.
Table 5: CVP Device Status
DescriptionCVP Device
• UpAll configured services (ICM/IVR/SIP) are in the In Service state and reportthe same to the Operations Console.
• DownAt least one of the configured services (ICM/IVR/SIP) is deemed stopped (ordisabled), and none of these services are in the Not Reachable state.
• PartialAt least one of the configured services (ICM/IVR/SIP) is running at PartialService, and neither of these services are in the Down or Not Reachable state.
If the device status is Partial, the status of the individual services areshown in the Partial state Details. Click the Partial status in ControlCenter to view the tool tip; it describes each service state.
Note
• Not ReachableAt least one of the configured services (ICM/IVR/SIP) is deemedNot Reachable.
If the Call Server is configured with no services (SIP/IVR/ICM) active, itsstatus in Control Center will always be Not Reachable.
Call Server
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DescriptionCVP Device
• UpThe reporting service is running as reported by Central Controller on the CallServer machine.
• DownIf the reporting service is deemed Stopped (or disabled) as reported by CentralController on the Call Server machine or the Resource Manager, an associatedCall Server machine has no communication with Central Controller.
◦The Resource Manager on the Call Server has not received state eventsfrom the Controller for the reporting subsystem.
◦The Reporting Server is unable to communicate with Central Controlleron the Call Server machine; Central Controller has no knowledge of stateevents and, therefore, cannot communicate state events to OperationsConsole.
In either scenario, even if the Reporting Server is up and running and theResource Manager on the Reporting server is up and running, the OperationsConsole still shows the status of the Reporting Server as Down when there isno communication with Centrol Controller.
• PartialThe reporting service is not in the Up, Down, or Not Reachable state. ReportingServer indicates a partial status when, for example, the reporting data bufferfile is full and all new messages are written in memory in a buffer queue.
• Not ReachableThe Operations Console is unable to communicate to the Resource Managerco-located with the associated Call Server (for example, the ResourceManagerservice on the device is down).
Reporting Server
In both cases, the Operations Console communicates with the Resource Managerco-located on the VXML Server (or standalone) server machine. The ResourceManager on the device runs the VXML Server status script to retrieve device statusand the number of active calls.
• UpIf the Resource Manager gets a valid number for the number of active callsafter running the status script. Zero (0) is a valid number.
• Not ReachableIn addition to other reasons for the Not Reachable state, the VXML Server (orstandalone) goes into this state if ResourceManager does not get a valid numberfor active calls after running the status.
There is no Partial or Down status for VXMLServers andVXMLServer (standalone).
VXML Server andVXML Server(standalone)
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View Device StatisticsYou can view realtime, interval, and aggregate data for Unified CVP devices.
Related Topics
Infrastructure Statistics, on page 22ICM Service Call Statistics, on page 26IVR Service Call Statistics, on page 28SIP Service Call Statistics, on page 30View Gateway Statistics, on page 33Unified CVP VXML Server Statistics, on page 34Standalone VXML Server Statistics, on page 36Reporting Server Statistics, on page 37
ProcedureTo view device statistics:
Procedure
Step 1 Select System > Control Center.Step 2 From the Device Type tab in the left pane, select the type of device for which you want to view statistics.Step 3 From the Devices tab, select a device by checking the radio button preceding it.Step 4 Select Statistics either in the Actions column or in the toolbar.
Statistics for the selected device are reported in a new statistics result window. All event statistics are sent toan SNMP manager, if one is configured. The log messages XML file, CVPLogMessages.xml, defines theseverity, destination (SNMP management station or Syslog server), and possible resolution for Unified CVPlog messages.
View Device AssociationsThe Operations Console supports the association of CVP Call Servers with Unified CVP VXML Serversand/or CVP Reporting Servers.
ProcedureTo view devices associated with a Call Server:
Procedure
Step 1 Select System > Control Center.
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The Control Center window opens.
Step 2 Click on the hostname of a Call Server.The Edit CVP Call Server Configuration window opens.
Step 3 From the toolbar, click Device Associations.The Device Association page appears and lists the VXML and/or Reporting server associated with this callserver.
View Infrastructure StatisticsYou can view realtime, interval, and aggregate data for Unified CVP devices.
Related Topics
Edit Log Messages XML File, on page 162
ProcedureTo view infrastructure statistics:
Procedure
Step 1 Select System > Control Center.Step 2 Select the Device Type tab.Step 3 Select the type of device for which you want infrastructure statistics.
Devices of the selected type display in the Devices tab.
Step 4 Select the device by checking the radio button preceding it.Step 5 Select Statistics in the toolbar.Step 6 Select the Infrastructure tab.
Statistics for the selected device are reported in a new window. All event statistics are sent to an SNMPmanager, if one is configured. The log messages XML file, CVPLogMessages.xml, defines the severity,destination (SNMP management station or Syslog server), and possible resolution for Unified CVP logmessages.
Infrastructure StatisticsUnified CVP infrastructure statistics include realtime and interval data on the Java Virtual Machine (JVM),threading, and licensing.
You can access these statistics by selecting Control Center from the System menu and then selecting a device.
See View Infrastructure Statistics for more information.
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Access infrastructure statistics either by:
• Selecting System > Control Center, selecting a device, clicking the Statistics icon in the toolbar, andthen selecting the Infrastructure tab.
• Selecting a device type from the Device Management menu, selecting a device, clicking the Statisticsicon in the toolbar, and then selecting the Infrastructure tab.
The following table describes licensing statistics.
Table 6: Licensing Statistics
DescriptionStatistic
Realtime Statistics
The number of ports available for the processing of new calls.Exactly one port license is used per call, independent of the call'straversal through the individual call server services.
Port Available
The number of port usage currently in use on the call server.Exactly one port usage is used per call, independent of the call'straversal of the individual call server services.
Current Port Usage
The threshold level of port usage. There are four levels: safe,warning, critical, and failure. An administrator may set the requiredpercentage of port licenses in use needed to reach a given thresholdlevel, with the exception of the failure level which is reached whenthe number of ports checked out is equal to the total number ofports.
Current Port Usage State
Interval Statistics
The time the system started collecting statistics for the currentinterval.
Start Time
The amount of time that has elapsed since the start time in thecurrent interval.
Duration Elapsed
The interval at which statistics are collected. The default value is30 minutes.
Interval Duration
The number of port usage checkout requests made in the currentinterval. For each port license checkout request, whether it checksout a new port license or not, this metric is increased by one.
Total New Port Usage Requests
The average number of port usage checkout requests made perminute in the current interval. This metric is calculated by dividingthe port license requests metric by the number of minutes elapsedin the current interval.
Average Port Usage Requests/Minute
The maximum number of ports used during this time interval.Maximum Port Usage
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DescriptionStatistic
Aggregate Statistics
The time the service started collecting statistics.Start Time
The amount of time that has elapsed since the service start time.Duration Elapsed
The number of port checkout requests made since the system wasstarted. For each port checkout request, whether it checks out anew port or not, this metric is increased by one.
Total New Port Usage Requests
The average number of port checkout requests made per minutesince the system was started. This metric is calculated by dividingthe aggregate port license requests metric by the number of minuteselapsed since the system was started.
Average Port Usage Requests/Minute
The peak number of simultaneous ports used since the start of thesystem. When a port checkout occurs, this metric is set to thecurrent ports in use metric if that value is greater than this metric'scurrent peak value.
Peak Port Usage
The number of port checkout requests that were denied since thestart of the system. The only reason a port checkout request wouldbe denied is if the number of port licenses checked out at the timeof the request is equal to the total number of ports available.Whena port checkout is denied, the call does not receive regular treatment(the caller may hear a busy tone or an error message).
Total Denied Port Usage Requests
The following table describes thread pool system statistics. The thread pool is a cache of threads, used byUnified CVP components only, for processing of relatively short tasks. Using a thread pool eliminates thewaste of resources encountered when rapidly creating and destroying threads for these types of tasks.
Table 7: Thread Pool Realtime Statistics
DescriptionStatistic
Realtime Statistics
The number of idle threads waiting for some work.Idle Threads
The number of running thread pool threads currently processingsome work.
Running Threads
The number of thread pool threads that will never be destroyed,regardless of how long they remain idle.
Core Threads
The maximum number of thread pool threads that can existsimultaneously.
Maximum Threads
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DescriptionStatistic
The peak number of thread pool threads ever simultaneously taskedwith some work to process.
Peak Threads Used
The following table describes Java Virtual Machine statistics.
Table 8: Java Virtual Machine (JVM) Realtime Statistics
DescriptionStatistic
Realtime Statistics
The greatest amount of memory used by the Java Virtual machine sincestartup. The number reported is in megabytes and indicates the peakamount of memory ever used simultaneously by this Java VirtualMachine.
Peak Memory Usage
The current number of megabytes of memory used by the Java VirtualMachine.
Current Memory Usage
The total amount of memory in megabytes available to the Java VirtualMachine. The number reported is in megabytes and indicates the howmuch of the system memory is available for use by the Java VirtualMachine.
Total Memory
The amount of available memory in the Java Virtual Machine. Thenumber reported is in megabytes and indicates how much of the currentsystem memory claimed by the Java Virtual Machine is not currentlybeing used.
Available Memory
The number of threads currently in use in the Java Virtual Machine. Thisnumber includes all of the Unified CVP standalone and thread poolthreads, as well as those threads created by the Web Application Serverrunning within the same JVM.
Threads in Use
The greatest amount of threads ever used simultaneously in the JavaVirtual Machine since startup. The peak number of threads ever used bythe Java Virtual Machine includes all Unified CVP standalone and threadpool threads, as well as threads created by the Web Application Serverrunning within the same JVM.
Peak Threads in Use
The length of time that the Java Virtual Machine has been running. Thistime is measured in hh:mm:ss and shows the amount of elapsed timesince the Java Virtual Machine process began executing.
Uptime
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ICM Service Call StatisticsThe ICM Service call statistics include data on calls currently being processed by the ICM service, new callsreceived during a specified interval, and total calls processed since start time.
Access ICM Service statistics either by:
• Selecting System > Control Center, selecting a CVP Call Server, clicking the Statistics icon in thetoolbar, and then selecting the ICM tab.
• SelectingDeviceManagement >CVPCall Server, selecting a Call Server, clicking the Statistics iconin the toolbar, and then selecting the ICM tab.
The following table describes ICM Service call statistics.
Table 9: ICM Service Call Statistics
DescriptionStatistic
Realtime Statistics
The current number of calls being serviced by the ICM Server for aUnified CVP Call Server. This value represents a count of callscurrently being serviced by the ICM for the Unified CVP Call Serverfor follow-on routing to a Contact Center agent.
Active Calls
The ICM Server can accept Voice over IP (VoIP) calls that originateusing the Session Initiation Protocol (SIP). Active SIP Call Legsindicates the current number of calls received by the ICMServer fromthe Unified CVP Call Server using the SIP protocol.
Active SIP Call Legs
The current number of calls receiving Voice Response Unit (VRU)treatment from the ICM Server. The VRU treatment includes playingpre-recorded messages, asking for Caller Entered Digits (CED), orSpeech Recognition Techniques to understand the customer request.
Active VRU Call Legs
Calls originating from an external Unified CVP VXML Server needcall routing instructions from the ICMServer. Active Lookup Requestsindicates the current number of external VXML Server call routingrequests sent to the ICM Server.
Active ICM Lookup Requests
The current number of simultaneous basic service video calls beingprocessed by the ICM service where video capability was offered.
Active Basic Service Video CallsOffered
The current number of simultaneous calls that were accepted as basicservice video calls and are being processed by the ICM service.
Active Basic Service Video CallsAccepted
Interval Statistics
The time at which the current interval has begun.Start Time
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DescriptionStatistic
The amount of time that has elapsed since the start time in the currentinterval.
Duration Elapsed
The interval at which statistics are collected. The default value is 30minutes.
Interval Duration
The number of new calls received by the Intelligent ContactManagement (ICM) application for follow-on Voice Response Unit(VRU) treatment and routing to a Contact Center agent during thecurrent interval.
New Calls
The Intelligent ContactManagement (ICM) application has the abilityto accept Voice over IP (VoIP) calls that originate via the SessionInitiation Protocol (SIP). Interval SIP Call Legs is an interval specificsnapshot metric indicating the number of calls received by the ICMapplication via SIP during the current interval.
SIP Call Legs
The number of calls receiving Voice Response Unit (VRU) treatmentfrom the Intelligent Contact Management (ICM) application. TheVRU treatment includes playing pre-recorded messages, asking forCaller Entered Digits (CED), or speech recognition techniques tounderstand the customer request during the current interval.
VRU Call Legs
Calls originating in an external Unified CVP VXML Server need callrouting instructions from the Intelligent Contact Management (ICM)application. Interval Lookup Requests is an interval specific metricindicating the number of external Unified CVP VXML Server callrouting requests sent to the ICM application during the current interval.
ICM Lookup Requests
The number of offered basic service video calls processed by the ICMservice during the current interval.
Basic Service Video Calls Offered
The number of basic service video calls accepted and processed bythe ICM service during the current interval.
Basic Service Video Calls Accepted
Aggregate Statistics
The time the service started collecting statistics.Start Time
The amount of time that has elapsed since the service start time.Duration Elapsed
The total number of new calls received by the ICM application forfollow-on VRU treatment and routing to a Contact Center agent sincesystem start time.
Total Calls
The ICM application has the ability to accept VoIP calls that originatevia the SIP. Total SIP Switch Legs is a metric indicating the totalnumber of calls received by the ICM application via SIP since systemstart time.
Total SIP Call Legs
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DescriptionStatistic
The total number of calls that have received VRU treatment from theICM application since system start time. The VRU treatment includesplaying pre-recordedmessages, asking for CED or Speech RecognitionTechniques to understand the customer request.
Total VRU Call Legs
Calls originating in an external Unified CVP VXML Server need callrouting instructions from the ICM application. Total Lookup Requestsis a metric indicating the total number of external Unified CVPVXMLServer call routing requests sent to the ICM application since systemstart time.
Total ICM Lookup Requests
The total number of newly offered basic service video calls processedby the ICM service since system start time.
Total Basic Service Video CallsOffered
The total number of new basic service video calls accepted andprocessed by the ICM service since system start time.
Total Basic Service Video CallsAccepted
IVR Service Call StatisticsThe IVR service call statistics include data on calls currently being processed by the IVR service, new callsreceived during a specified interval, and total calls processed since the IVR service started.
Access IVR Service statistics either by:
• Selecting System > Control Center, selecting a Call Server, clicking the Statistics icon in the toolbar,and then selecting the IVR tab.
• SelectingDeviceManagement >CVPCall Server, selecting a Call Server, clicking the Statistics iconin the toolbar, and then selecting the IVR tab.
The following table describes the IVR Service call statistics.
Table 10: IVR Service Call Statistics
DescriptionStatistic
Realtime Call Statistics
The number of active calls being serviced by the IVR service.Active Calls
The number of active HTTP requests being serviced by theIVR service.
Active HTTP Requests
Interval Statistics
The time the system started collecting statistics for the currentinterval.
Start Time
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DescriptionStatistic
The amount of time that has elapsed since the start time in thecurrent interval.
Duration Elapsed
The interval at which statistics are collected. The default valueis 30 minutes.
Interval Duration
Maximum number of active calls handled by the IVR serviceat the same time during this interval.
Peak Active Calls
New Calls is a metric that counts the number of New Callrequests received from the IOS Gateway Service. A New Callincludes the Switch leg of the call and the IVR leg of the call.This metric counts the total number of New Call Requestsreceived by the IVR Service during this interval.
New Calls
A Call is a metric that represents the Switch leg of the CVPcall and the IVR leg of the CVP call. When both legs of thecall are finished, this metric increases. Calls Finished is a metricthat counts the number of CVP Calls that have finished duringthis interval.
Calls Finished
The average amount of time in milliseconds it took the IVRService to process a New Call or Call Result Request duringthis interval.
Average Call Latency
The maximum amount of time in milliseconds it has taken forthe IVR Service to complete the processing of a New CallRequest or a Request Instruction Request during this timeinterval.
Maximum Call Latency
The minimum amount of time in milliseconds it took for theIVR Service to complete the processing of a New Call Requestor a Request Instruction Request during this time interval.
Minimum Call Latency
Active HTTP Requests is a metric that indicates the currentnumber of simultaneous HTTP requests being processed bythe IVR Service. Peak Active Requests is a metric thatrepresents the maximum simultaneous HTTP requests beingprocessed by the IVR Service during this time interval.
Peak Active HTTP Requests
The total number of HTTP Requests received from a client bythe IVR Service during this time interval.
Total HTTP Requests
The average number of HTTP Requests the IVR Servicereceives per second during this time interval.
Average HTTP Requests/second
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DescriptionStatistic
HTTP Requests per Second is a metric that represents thenumber of HTTP Requests the IVR Service receives eachsecond from all clients. Peak HTTP Requests per Second is themaximum number of HTTP Requests that were processed bythe IVR Service in any given second. This is also known ashigh water marking.
Peak Active HTTP Requests/second
Aggregate Statistics
The time the service started collecting statistics.Start Time
The amount of time that has elapsed since the service start time.Duration Elapsed
New Calls is a metric that counts the number of New Callrequests received from the IOS Gateway Service. A New Callincludes the Switch leg of the call and the IVR leg of the call.Total New Calls is a metric that represents the total number ofnew calls received by the IVR Service since system startup.
Total New Calls
The maximum number of simultaneous calls processed by theIVR Service since the service started.
Peak Active Calls
Total HTTP Requests is a metric that represents the totalnumber of HTTPRequests received from all clients. This metricis the total number of HTTP Requests received by the IVRService since system startup.
Total HTTP Requests
Active HTTP Requests is a metric that indicates the currentnumber of simultaneous HTTP requests processed by the IVRService.Maximum number of active HTTP requests processedat the same time since the IVR service started. This is alsoknown as high water marking.
Peak Active HTTP Requests
SIP Service Call StatisticsThe SIP service call statistics include data on calls currently being processed by the SIP service, new callsreceived during a specified interval, and total calls processed since the SIP service started.
Access SIP service statistics either by:
• Selecting System > Control Center, selecting a Call Server, clicking the Statistics icon in the toolbar,and then selecting the SIP tab.
• SelectingDeviceManagement >CVPCall Server, selecting a Call Server, clicking the Statistics iconin the toolbar, and then selecting the SIP tab.
The following table describes the SIP Service call statistics.
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Table 11: SIP Service Call Statistics
DescriptionStatistic
Realtime Statistics
A real time snapshot metric indicating the count of the number ofcurrent calls being handled by the SIP service.
Active Calls
The total number of SIP call legs being handled by the SIP service.A call leg is also known as a SIP dialog. The metric includesincoming, outgoing, and ringtone type call legs. For each active callin the SIP service, there will be an incoming call leg, and an outgoingcall leg to the destination of the transfer label.
Total Call Legs
The number of basic service video calls in progress where videocapability was offered.
Active Basic Service Video CallsOffered
The number of basic service video calls in progress where videocapability was answered.
Active Basic Service Video CallsAnswered
Interval Statistics
The time the system started collecting statistics for the currentinterval.
Start Time
The amount of time that has elapsed since the start time in the currentinterval.
Duration Elapsed
The interval at which statistics are collected. The default value is30 minutes.
Interval Duration
The number of SIP Invite messages received by Unified CVP in thecurrent interval. It includes the failed calls as well as calls rejecteddue to the SIP service being out of service.
New Calls
The number of CONNECT messages received by SIP service inorder to perform a call Transfer, in the last statistics aggregationinterval. Connects Received includes the regular Unified CVPtransfers as well as Refer transfers. Any label coming from the ICMservice is considered a CONNECT message, whether it is a label tosend to the VRU or a label to transfer to an agent.
Connects Received
The period of time between the CONNECT from ICM and whenthe call is answered. The metric includes the average latencycomputation for all the calls that have been answered in the laststatistics aggregation interval.
Avg Latency Connect to Answer
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DescriptionStatistic
The total number of failed SIP transfers since system start time.WhenUnified CVP attempts tomake a transfer to the first destinationof the call, it sends the initial INVITE request to set up the callerwith the ICM routed destination label. The metric does not includerejections due to the SIP Service not running. The metric includesfailed transfers that were made after a label was returned from theICM Server in a CONNECT message.
Failed SIP Transfers (Pre-Dialog)
The number of failed re-invite requests on either the inbound oroutbound legs of the call during the interval. After a SIP dialog isestablished, re-INVITE messages are used to perform transfers.Re-invite requests can originate from the endpoints or else beinitiated by a Unified CVP transfer from the Unified ICME script.This counter includes failures for both kinds of re-invite requests.
Failed SIP Transfers (Post-Dialog)
The number of basic service video calls offered in the currentint