Administration Guide for Cisco Unified Customer Voice ... · Administration Guide for Cisco Unified Customer Voice Portal, Release 10.0(1) First Published: December12,2013 Americas

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

Administration Guide for Cisco Unified Customer Voice Portal, Release 10.0(1) iii

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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Contents

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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Contents

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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Contents

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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Contents

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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Contents

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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Contents

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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Contents

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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Contents

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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Contents

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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Contents

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.

< >

Administration Guide for Cisco Unified Customer Voice Portal, Release 10.0(1)xviii

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


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


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


Cisco Unified Customer Voice PortalCisco Unified Customer Voice Portal Page

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


Cisco Unified Customer Voice PortalOperations Console Menu Options

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.



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



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



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.


Cisco Unified Customer Voice PortalMore Information About Unified CVP

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/


Cisco Unified Customer Voice PortalMore Information About Unified CVP

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


Cisco Unified Customer Voice PortalSign Out of Operations Console

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


Cisco Unified Customer Voice PortalView System-Level Operation States

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.


Cisco Unified Customer Voice PortalTransfer Script and Media Files

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


Cisco Unified Customer Voice PortalControl Center Operation

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.


Cisco Unified Customer Voice PortalView Devices by Device Pool

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


Cisco Unified Customer Voice PortalView Device Status

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



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



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)



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.


Cisco Unified Customer Voice PortalView Device Statistics

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.


Cisco Unified Customer Voice PortalView Infrastructure Statistics

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


Cisco Unified Customer Voice PortalInfrastructure Statistics


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


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




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


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



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


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


Cisco Unified Customer Voice PortalICM Service Call Statistics


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




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


Cisco Unified Customer Voice PortalICM Service Call Statistics


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


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


Start Time


Cisco Unified Customer Voice PortalIVR Service Call Statistics


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


Cisco Unified Customer Voice PortalIVR Service Call Statistics


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




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.


Cisco Unified Customer Voice PortalSIP Service Call Statistics

Table 11: SIP Service Call Statistics


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


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


Cisco Unified Customer Voice PortalSIP Service Call Statistics


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