Getting Started with Cisco Unified Customer Voice Portal 9 ... · Getting Started with Cisco Unified Customer Voice Portal 9.0(1) First Published: July06,2012 Americas Headquarters

Getting Started with Cisco Unified Customer Voice Portal 9.0(1)First Published: July 06, 2012

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C O N T E N T S

P r e f a c e Preface ix

Purpose ix

Audience x

Organization x

Conventions xii

Obtain Documentation and Submit Service Requests xiii

Documentation Feedback xiii

C H A P T E R 1 Exercises 1

Exercise Types, Purpose, and Presentation 1

Implement Recommended Exercises 2

C H A P T E R 2 Unified CVP Product and Exercise Introduction 5

Unified CVP Features 5

Call Flow Model Exercises 6

Standalone Unified CVP VXML Server Call Flow Model (HelloWorld) 7

Standalone Unified CVP VXML Server Call Flow Model (customhelloworld) 8

Standalone VXML Server Call Flow with Reporting 9

Unified CVP Comprehensive Call Flow 11

C H A P T E R 3 Exercise Prerequisites, Hardware, and Software Requirements 15

Server Hardware and Software Requirements 15

Planning Prerequisites 16

Call Flow Exercise Installation Components 17

Required Exercise Dial Numbers and Access Information 18

Prerequisite Tasks Before Unified CVP Software Installation 20

Unified CVP Software Acquisition 20

Getting Started with Cisco Unified Customer Voice Portal 9.0(1) iii

Server or Virtual Server Exercise Setup 21

Install Simple Network Management Protocol (SNMP) 21

C H A P T E R 4 IP Phone Exercise Setup 23

Exercise Modification for VoIP Phones Using Unified CM 23

Define Trunk for Getting Started Exercises 24

Define Route Patterns 27

Modify Gateway Standalone Template Example for Getting Started Exercises 29

C H A P T E R 5 Unified CVP Component Installation 33

About Unified CVP Component Installation 33

Install CVP Components 33

C H A P T E R 6 Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld) 39

Unified CVP VXML Server Standalone Configuration Exercise 39

Sign In to All-in-One-Box Server and Start Operations Console 40

Standalone VXML Server Additions to Operations Console 41

Add Standalone VXML Server 41

Voice Gateway Setup for VXML Server Calls 43

Add Voice Gateway to Operations Console 44

Transfer Bootstrap and .wav Files to Gateway 46

Back Up Existing Voice Gateway Running Configuration 47

Copy Configuration Changes to Operations Console 47

Push Configuration Changes to Gateway and Verify Success 48

Save New Running Configuration to Startup Configuration File 49

Load New Voice Gateway Application Services 49

Test Call to Complete Exercise 50

Test POTS or VoIP Call 50

C H A P T E R 7 Unified Call Studio Installation 53

Install Cisco Unified Call Studio 53

C H A P T E R 8 Call Studio Custom Voice Application 55

Unified Call Studio Custom Voice Application Additions 55

Call Studio Custom Voice Application Addition Prerequisites 56

Getting Started with Cisco Unified Customer Voice Portal 9.0(1)iv

Contents

Start Unified Call Studio 56

Create New Unified Call Studio Project 56

Create and Validate Voice Application Call Flow 57

Deploy Custom Unified Call Studio Application to Folder 61

Deploy Custom Unified Call Studio Application on VXML Server 64

Test Custom Unified Call Studio Voice Application Call 66

Modify and Redeploy Updated customhelloworld Application as Non-TTS Exercise 66

C H A P T E R 9 Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise 69

Unified CVP VXML Server with Reporting 69

VXML Server with Reporting Exercise Prerequisistes 70

Identify and Set Up CVP Call Server 70

Add Unified CVP Reporting Server to Operations Console 73

Remove and Replace Existing Standalone VXML Server Definition 74

View Added Server States 75

Set Up VXML Server to Send Call Data 76

Check Running Status of Servers and Restart VXML Server 76

Place Call to Request Custom Voice Application 77

Verify Reporting Server Receives VXML Event 78

Add Reporting User 78

Access cvp_data Informix Database Using Dbaccess 79

Query cvp_data Database 80

C H A P T E R 1 0 Comprehensive Call Flow Model Exercise 83

About Comprehensive Call Flow Model Exercise 83

Comprehensive Call Flow Design Elements and Sections 85

CVP Comprehensive Call Flow Exercise Prerequisites 86

Section A: Ingress Gateway/Voice Browser Setup 87

Restore Gateway Running Configuration 87

Sign In to All-in-One-Box Server and Start Operations Console 88

Add Voice Gateway to Operations Console 90

Transfer Gateway Scripts and .wav Files to Gateway 91

Copy Configuration Changes to Operations Console 92

Push Configuration Changes to Gateway and Verify Success 93

Save New Running Configuration to Startup Configuration File 93

Getting Started with Cisco Unified Customer Voice Portal 9.0(1) v

Contents

Section B: Unified CVP Setup for Unified ICM 94

Identify and Setup Call Server in Operations Console 94

Add Unified CVP VXML Server to Operations Console 98

Create and Deploy customhelloworld Voice Application 99

Section C: Peripheral Gateway Installation Between Unified CVP and Unified ICM 100

Verify Enough PG Places Allocated On Unified ICM 100

Define Voice Response Unit (VRU) on Unified ICM 102

Add PG to ICM Configuration Manager and Obtain PG ID 104

Add Label to VRU 107

Set Default Voice Response Unit (VRU) 107

Install PG on Unified CVP 109

Add ECC Variables to ICM 117

Set Up Call Types 124

Set Up Dialed Numbers 124

Section D: Unified ICM Scripting Configuration for Unified CVP 125

Create Network VRU Script 125

Create Unified ICM Call Scripts to Access HelloWorld and customhelloworld 127

Create Call Type Manager Entry Routing Script and Call Schedule 133

Section E: Unified CM Setup for Unified CVP VoIP Call Support 134

Place Calls to Complete Main Exercise 134

Call Transfer Addition to Exercise 135

Modify customhelloworld ICM Script to Transfer Call 135

Reporting Element Addition to Exercise 137

C H A P T E R 1 1 Initial Exercise Expansion 139

Microsoft IIS as Custom Media File Server 139

Modify Microsoft IIS Directory Structure as Media Server 139

VXML Server as Custom Media File Server 140

Modify Server Directory Structure as Media Server 141

Create VXML Gateway Compatible Media Files 142

Create Media File With Proper Codec Properties 142

Modify the Application Script to Support the Media Files 142

Process User Input 143

Modify customhelloworld for User Input 144

Getting Started with Cisco Unified Customer Voice Portal 9.0(1)vi

Contents

C H A P T E R 1 2 Troubleshooting Tips and Techniques 149

General Troubleshooting Issues and Audio Error Messages 149

Common Audio Responses and Error Messages 149

You Place a Test Call and Immediately Receive a Busy Signal 151

Call Immediately Hangs Up or Rings Once and Hangs Up 152

You Hear holdmusic.wav but Hear a TTS Response Instead 152

Voice Gateway Troubleshooting 153

Verify Voice Gateway Is Added to Operations Console and Is Reachable 153

Gateway CLI Commands for CVP Exercises 153

Voice Gateway Debug Commands and Log Files 155

View Copy and Print the Voice Gateway Configuration File 156

Gateway Configuration File 157

Gateway Terminal Configuration Mode 157

Gateway Configuration Submodes 157

VXML Server Troubleshooting 158

Check Status and/or Restart VXML Server 158

Restart VXML Server Using Windows Services Management 159

VXML Server Not Reachable and You Cannot Restart It 159

Access VXML Server Administrative Batch Files 159

Access Read and Clear VXML Server Log Files 160

Call Server Troubleshooting 161

Reporting Server Troubleshooting 162

Call Studio (customhelloworld) Troubleshooting 162

Call Studio (customhelloworld) Audio Error Messages 162

YouReceive theMessage customhelloworld: Validation Failed. Please See Call Studio Problems

View for Details. 163

You See the Message that Windows Cannot Open the File deployApp.sh 163

You See the Message that the Application is Loaded and Running but Errors were Encountered

while Initializing the Application 164

You Receive a Validation Failed Message When Deploying customhelloworld Application

from Within Call Studio 164

You Hear a TTS Response Instead of holdmusic.wav When You Ccall customhelloworld

DN 164

Subdialog Return - Caller Input Error 165

Getting Started with Cisco Unified Customer Voice Portal 9.0(1) vii

Contents

Troubleshooting Comprehensive Call Flow Exercise 165

Comprehensive Exercise Audio Error Messages 166

Quick Troubleshooting Checks for Comprehensive Call Flow Exercise 166

Verify Status and Start ICM Services 167

Verify Status and Start CVP Call Server 167

Verify Status and Start PG on Unified CVP Server 169

Verify Route Patterns on CM Server 169

Verify TTS Server Status 169

Verify Voice Applications Are Running on VXML Server 170

Comprehensive Exercise Common Issues 170

Neither DN Provides Any Response...the Line is Silent and the Call Does Not Connect

or Terminate 170

One DN Works Properly but the Other One Does Not 171

There Is No Response and the Call Disconnects After a Few Seconds 171

The customhelloworldMessage Plays, but the Call Does Not Transfer to the Designated

VoIP Extension 171

Receive a Busy Signal When You Place a Call 172

Troubleshooting PG Installed on Unified CVP Server 172

PG Related Audio Error Messages 172

The Call Server Status is Partial, but the Example Works with a PG Instance of 2 173

The Status of the Call Server is Partial 173

No Response When You Place a Call 173

Track Call Progress Using Unified ICM Script Monitoring 173

Enable ICM Script Monitoring 173

C H A P T E R 1 3 Online Help and Additional Resources 177

Glossary 179

Getting Started with Cisco Unified Customer Voice Portal 9.0(1)viii

Contents

Preface

• Purpose, page ix

• Audience, page x

• Organization, page x

• Conventions, page xii

• Obtain Documentation and Submit Service Requests, page xiii

• Documentation Feedback, page xiii

PurposeThis guide provides instructions that help you, as a new user, get started using the Cisco Unified CustomerVoice Portal (Unified CVP) in one or more test environments. Configuring a test environment is intended toprovide a simplified experience with the Unified CVP prior to designing and implementing your workingdeployment.

Note • Licensing is not required for the test systems.

• This guide does not describe the configuration details required to set up, run, and administer UnifiedCVP. It is intended as a quick checklist of the basic steps that are required for getting started withthis product. For detailed information about the product and configuration instructions, see theConfiguration and Administration Guide for Cisco Unified Customer Voice Portal (http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html).

• The instructions in this guide only pertain to fresh installs.

Unified CVP supports several call flow models. However, only the following models are covered by theexercises in this guide:

• Unified CVP VXML Server (Standalone)

• Simplified test model using Unified CVP Built-in Reporting

• Unified CVP Comprehensive SIP (simplified example)

Getting Started with Cisco Unified Customer Voice Portal 9.0(1) ix

http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_installation_and_configuration_guides_list.html



Note • For configuration details for all the call flow models, in a production environment, see theConfiguration and Administration Guide for Cisco Unified Customer Voice Portal.

• Cisco strongly recommends that you complete the exercises in the order presented in this guide,even if you do not intend to create a standalone call flow production system. The experiences inconfiguration and development in these exercises build on each other and provide valuabletroubleshooting experience. Once you have completed the simpler standalone exercises, thecomprehensive exercise will be easier to complete and troubleshoot.

AudienceThis document is intended for Call Center managers, Unified CVP systemmanagers, Cisco Unified IntelligentContactManagement Enterprise (Unified ICME)/CiscoUnified ICMHosted (Unified ICMH) systemmanagers,VoIP technical experts, and IVR application developers.

Readers of this manual must already have a general understanding of the Unified ICME products, as discussedin the Pre-Installation Planning Guide for Cisco Unified Intelligent Contact Management Enterprise and theProduct Description Guide for Cisco Unified Intelligent Contact Management Hosted. Refer to the UnifiedICME documentation link.

Readers must also be familiar with general Unified ICM installation and setup procedures.

OrganizationThe manual is divided into the following chapters.

DescriptionChapter

Describes the limited scope of this guide and how best to usethe information presented.

1. Exercises

Contains a high-level description of Unified CVP featuresand the call flow model exercises used in this guide.

2. Unified CVP Product and ExerciseIntroduction

Indicates tasks that must be performed or decisions that mustbe made when preparing for the exercises.

3. Exercise Prerequisites, Hardware, andSoftware Requirements

Provides instructions on how to set up the test deployment touse VoIP phones through Unified CM.

4. IP Phone Exercise Setup

Provides instructions on installing Unified CVP for each callflow model exercise covered in this guide.

5. Unified CVP Component Installation

Provides instruction for basic exercise that demonstratesconnectivity for the various components. Uses the build-inVXML server and a default voice application calledHelloWorld.

6. Unified CVP VXML Server StandaloneCall Flow Model Exercise (HelloWorld)

Getting Started with Cisco Unified Customer Voice Portal 9.0(1)x

PrefaceAudience

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/tsd_products_support_series_home.html


DescriptionChapter

Provides instructions for installing Unified Call Studio, whichis used to create and deploy a custom voice application.

7. Unified Call Studio Installation

Modifies the Standalone exercise by creating custom versionof HelloWorld and deploying it.

8. Call Studio Custom Voice Application

Adds reporting to the existing exercises. Modifies the VXMLserver to work with the Unified CVP call server. Uses thebuild-in CVP reporting features.

9. Unified CVP VXML Server StandaloneCall Flow Model Reporting Exercise

Provides the steps required to configure and complete theComprehensive call flow model exercise.

10. Comprehensive Call FlowModel Exercise

Provides the steps required to use additional Unified CVPcapabilities.

11. Initial Exercise Expansion

Provides troubleshooting tips for Unified CVP projects andwalks through several troubleshooting techniques.

12. Troubleshooting Tips and Techniques

Lists supporting documents for more information on how touse Unified CVP in your production environment.

13. Online Help and Additional Resources

Unified CVP provides the following documentation:

• Cisco Unified Customer Voice Portal Release Solution Reference Network Design (SRND) providesdesign considerations and guidelines for deploying contact center voice response solutions based onCisco Unified Customer Voice Portal (CVP) releases.

• Getting Started with Cisco Unified Customer Voice Portal provides instructions to create a simplifiedUnified CVP lab setup and perform basic call flow model exercises.

• Configuration and Administration Guide for Cisco Unified Customer Voice Portal describes how toconfigure, run, and administer the Cisco Unified CVP product, including associated configuration.

• Element Specifications for Cisco Unified CVP VXML Server and Unified Call Studio describes thesettings, element data, exit states, and configuration options for Elements.

• Installation and Upgrade Guide for Cisco Unified Customer Voice Portal describes how to install UnifiedCVP software, perform initial configuration, and upgrade.

• Operations Console Online Help for Cisco Unified Customer Voice Portal describes how to use theOperations Console to configure Unified CVP solution components.

There is a printable (PDF) version of the Operations Console online help. See theOperations Console User Guide for Cisco Unified Customer Voice Portal. The userguide also explains how to log in to the Operations Console.

Note

• Port Utilization Guide for Cisco Unified Customer Voice Portal describes the ports used in a UnifiedCVP deployment.

Getting Started with Cisco Unified Customer Voice Portal 9.0(1) xi

PrefaceOrganization

http://www.cisco.com/en/us/products/sw/custcosw/ps1006/products_implementation_design_guides_list.html



http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_programming_reference_guides_list.html


http://www.cisco.com/en/US/products/sw/custcosw/ps1006/products_user_guide_list.html


http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_technical_reference_list.html

• Programming Guide for Cisco Unified CVP VXML Server and Unified Call Studio describes how tobuild components that run on the Cisco Unified VXML Server.

• User Guide for Cisco Unified CVP VXML Server and Unified Call Studio describes the functionalityof Unified Call Studio including creating projects, using the Unified Call Studio environment, anddeploying applications to the Unified CVP VXML Server.

• Reporting Guide for Cisco Unified Customer Voice Portal describes the Reporting Server, includinghow to configure and manage it, and discusses the hosted database.

• Say It Smart Specifications for Cisco Unified CVP VXML Server and Unified Call Studio describesthe functionality and configuration options for all Say It Smart plugins included with the software.

• Troubleshooting Guide for Cisco Unified Customer Voice Portal describes how to isolate and solveproblems in the Unified CVP solution.

For additional information about Unified ICME, see the Cisco web site listing Unified ICME documentation.

ConventionsThis manual uses the following 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:

• To introduce a new term. Example: A skill group is a collectionof agents who share similar skills.

• For emphasis. Example: Do not use the numerical namingconvention.

• A syntax value that the user must replace. Example: IF (condition,true-value, false-value)

• A book title. Example: See the Cisco CRS Installation Guide.

italic font

Window font, such as Courier, is used for the following:

• Text as it appears in code or that the window displays. Example:<html><title>Cisco Systems,Inc. </title></html>

window font

Getting Started with Cisco Unified Customer Voice Portal 9.0(1)xii

PrefaceConventions





http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_troubleshooting_guides_list.html


DescriptionConvention

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.

< >

Obtain Documentation and Submit Service RequestsFor 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 FeedbackYou can provide comments about this document by sending email to the following address:

[email protected]

We appreciate your comments.

Getting Started with Cisco Unified Customer Voice Portal 9.0(1) xiii

PrefaceObtain Documentation and Submit Service Requests

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

mailto:[email protected]

Getting Started with Cisco Unified Customer Voice Portal 9.0(1)xiv

PrefaceDocumentation Feedback

C H A P T E R 1Exercises

This chapter explains the purpose and use of this guide.

• Exercise Types, Purpose, and Presentation, page 1

• Implement Recommended Exercises, page 2

Exercise Types, Purpose, and PresentationThe intended purpose of this guide is to provide exercises that enable you, as a knowledgeable Unified CVPsystem manager or other qualified person, to install the product in a test environment. The intention is for youto create a simplified, working system and gain experience with the product prior to installing a productionsystem.

The exercises in this guide are progressive. Each exercise builds on the prior, related exercise. Complete theexercises in the order shown in the following list.

• The following exercises use the standalone call flow model, that is, the VXML Server interacts directlywith your gateway:

◦Standalone Unified CVP VXML Server

Demonstrates call connection between the voice gateway and the VXML Server using a defaultvoice application called HelloWorld.

◦Standalone VXML Server with custom voice application

Creates, deploys, and tests a custom voice application.

• Standalone VXML Server with Reporting

• Unified CVP comprehensive call flow model

Getting Started with Cisco Unified Customer Voice Portal 9.0(1) 1

Cisco strongly recommends that you complete the exercises in the order presented in this guide, evenif you do not intend to create a standalone call flow production system. The experiences in configurationand development in these exercises build on each other and provide valuable troubleshooting experience.After you complete the simpler standalone exercises, the Unified CVP-portion of the comprehensiveexercise will be easier to complete and troubleshoot.

Note

Related Topics

Standalone Unified CVP VXML Server Call Flow Model (HelloWorld), on page 7Standalone Unified CVP VXML Server Call Flow Model (customhelloworld), on page 8Standalone VXML Server Call Flow with Reporting, on page 9Unified CVP Comprehensive Call Flow, on page 11Unified CVP Product and Exercise Introduction, on page 5

Implement Recommended ExercisesThe following steps provide a method for gaining the most positive experience when completing the exercisesin this guide.

Procedure

Step 1 If you are not familiar with the product, carefully examine the expanded introduction material and call flowmodel descriptions.See the Configuration andAdministrationGuide for Cisco Unified Customer Voice Portal for more information.

If you only need to review this information, read the Unified CVP product and exercise introduction in thisguide.

Step 2 Examine the call flow model descriptions.See the Unified CVP product and exercise introduction for more information.

Step 3 Examine and complete the prerequisites for the exercises you intend to complete.See the exercise prerequisites for more information.

Step 4 Follow the installation tasks for the exercises you want to complete.See the topics related to Unified CVP component installation.

Step 5 Complete the configuration and testing tasks in the chapters for each specific exercise.Step 6 If necessary, go to the troubleshooting information for help in correcting issues that come up during the

exercises. After you have a working system, it is valuable to carefully "break" the system and use thetroubleshooting chapters to examine the results.

Step 7 See the topics related to additional resources for production system design and deployment informationreferences.

Related Topics

Exercise Prerequisites, Hardware, and Software Requirements, on page 15

Getting Started with Cisco Unified Customer Voice Portal 9.0(1)2

ExercisesImplement Recommended Exercises


Online Help and Additional Resources, on page 177Troubleshooting Tips and Techniques, on page 149Unified CVP Component Installation, on page 33Unified CVP Product and Exercise Introduction, on page 5





C H A P T E R 2Unified CVP Product and Exercise Introduction

This chapter provides a high-level view of the Unified CVP product as it pertains to the call flow modelexercises presented in this guide. It does not provide an in-depth discussion of the product, nor does it describeother call flow models and implementation factors that you must consider when designing a productionsystem.

• Unified CVP Features, page 5

• Call Flow Model Exercises, page 6

Unified CVP FeaturesUnified CVP is a web-based platform that provides interactive voice response (IVR) and service center callrouting services for Voice over IP (VoIP) networks. Its components work together to enable you to create anddeploy IVR applications that include voice and video interaction, as well as traditional numeric input, toprovide intelligent, personalized self-service over the phone.

Unlike proprietary IVR systems, Unified CVP is based on VoiceXML (VXML). VXML provides a flexibleapplication development and deployment environment for creating IVR applications that control audio inputand output, presentation logic, call flow, telephony connections, and error handling. Its suite of componentsextends the capabilities of VXML by providing the ability to receive and report IVR events and interface withyour company customer database components.

See the User Guide for Cisco Unified CVP VXML Server and Unified Call Studio for a VXML overview.

The major components of Unified CVP provide the following capabilities:

• Unified CVP call server - Hosts a number of services including an IVR service, a SIP service, and anICM service that interfaces with Unified ICM.

• Unified CVP Operations Console - Provides a management interface for all of the Unified CVPcomponents.

• VoiceXML Server - Executes advanced IVR applications.

• Reporting Server - Receives reporting events from IVR, SIP, and VXML services; transforms andwrites reporting data to its database.

• Unified Call Studio - Provides a consistent, integrated development platform for creating voiceapplications. Unified CVP tools and third-party tools are integrated as plug-ins.



For additional information, see the Configuration and Administration Guide for Cisco Unified CustomerVoice Portal.

Related Topics

Online Help and Additional Resources, on page 177

Call Flow Model ExercisesUnified CVP supports a number of functional deployment (call flow) models, distributed network options,high availability options, and other configuration decisions that create a large number of possible deployments.See the Cisco Unified Customer Voice Portal Release Solution Reference Network Design (SRND).

This getting started guide supports simplified examples of the following call flow model deployments:

• VXML Server Standalone Call Flow Model Exercises

These exercises build a simple test environment that demonstrates proper connection to the Unified CVPVXML Server from the voice gateway. The call flow is directly between the gateway and the VXMLServer.

◦Standalone Unified CVP VXML Server call flow model (HelloWorld)

Access the VXML Server from the voice gateway to respond to a phone call by launching theVXML Server default HelloWorld application.

◦Standalone VXML Server call flow model (customhelloworld)

Create and deploy a custom version of HelloWorld and modify the HelloWorld exercise to use it.

◦Standalone VXML Server call flow model (with Reporting)

Send call flow data from the VXMLServer to the reporting server using the call server, and examinethat data.

• Unified CVP comprehensive call flow model

Use Unified CVP to provide a VXML Server to respond to a phone call by accessing a simple, customapplication, created in a prior exercise. Access the application indirectly through a Unified ICM script.

These exercise implementations use a single server to host the Unified CVP VXML application, call serverapplication, and reporting server application. This combined configuration is a lab environment calledall-in-one-box. It is only applicable to non-production, test setup environments.

Unified CVP does not support the labonly installation mode in production deployments. It is described inthe exercises only for the purpose of getting started with Unified CVP.

Note

Each exercise is designed to build on the learning and configuration performed for the previous exercise.Complete theHelloWorld exercise first and proceed with the other exercises in the order listed in the precedingexercise descriptions.

Related Topics

Standalone Unified CVP VXML Server Call Flow Model (HelloWorld), on page 7Standalone Unified CVP VXML Server Call Flow Model (customhelloworld), on page 8


Unified CVP Product and Exercise IntroductionCall Flow Model Exercises




Standalone VXML Server Call Flow with Reporting, on page 9Unified CVP Comprehensive Call Flow, on page 11Unified CVP Product and Exercise Introduction, on page 5

Standalone Unified CVP VXML Server Call Flow Model (HelloWorld)In this exercise, you create a lab-based implementation of Unified CVP that enables you to plug a phone intothe FXS port of the voice gateway, call a specific number, and have the voice gateway instruct the UnifiedCVP VXML server to launch the default VoiceXML application HelloWorld.

Alternate instructions are included with this exercise for users who want to send the call through a VoIPphone using Unified CM.

Note

In this standalone call model, only the gateway and the VXML Server are involved in handling the call flow.

The following diagram illustrates the call flow process.

Figure 1: Unified CVP Standalone VXML Server - HelloWorld Voice Application Call Flow

The basic steps in the call flow, as shown in the diagram, are:

1 (1A or 1B) The call flow starts when you dial a specific number (called the "dialed number" or DN) usingan analog phone connected to the voice gateway FXS port connection (or a VoIP phone, when using thealternate version of this exercise).

2 The voice gateway matches the DN with a "dial peer" which is configured for specific handling based onthe DN. In this case, the handling instructions for the DN are to launch the HelloWorld application.(HelloWorld is a default application that resides on the VXML Server.)


Unified CVP Product and Exercise IntroductionStandalone Unified CVP VXML Server Call Flow Model (HelloWorld)

3 The voice gateway makes an HTTP request (through its voice browser) to the VXML Server to initiatethe HelloWorld application.

4 The VXML Server instructs the voice gateway to play the HelloWorld.wav file to the caller.

The following components are used in this exercise:

• An ingress gateway (part of the voice gateway) which accepts the analog call input, converts it to digital,and sends HTTP-based information to the Unified CVP application using the voice browser.

• The VXML Server, which executes the IVR application requested by the voice gateway.

• A voice browser (part of the voice gateway) which processes the VXML Server responses.

Standalone Unified CVP VXML Server Call Flow Model (customhelloworld)This exercise substitutes a custom voice application that you create using Unified Call Studio, for the defaultHelloWorld application.

The following diagram illustrates the call flow using a custom voice application.

Figure 2: Unified CVP Standalone VXML Server - customhelloworld Voice Application Call Flow


1 (Setup, prior to call flow) Deploy the custom voice application to the VXML Server from Call Studiousing the deployApp.bat utility.


Unified CVP Product and Exercise IntroductionStandalone Unified CVP VXML Server Call Flow Model (customhelloworld)

2 (2A or 2B) Dial a specific number (called the "dialed number" or DN) using an analog phone connectedto the voice gateway FXS port connection (or a VoIP phone configured through Unified CM). (This is adifferent DN than the number used in the HelloWorld exercise.)

3 The voice gateway matches the DN with a second dial peer , which is configured for specific handlingbased on the newDN. In this case, the handling instructions for the DN are to launch the customhelloworldapplication, which you create and deploy as part of this exercise.

4 The voice gateway (through its voice browser) makes an HTTP request to the VXML Server to initiatethe customhelloworld application.

5 The VXML Server instructs the voice gateway to play the customhelloworld response to the caller.

6 The voice browser uses the TTS server to obtain audio to send back to the caller.


• Unified Call Studio which is used to create and deploy the application.

• A voice gatewaywhich accepts the analog or VoIP call input, converts it to digital, and sends HTTP-basedinformation to the Unified CVP application.

• The VXML Server, which executes the IVR application requested by the voice gateway.

• A TTS server that converts the customhelloworld text message to audio.

• A voice browser (part of the voice gateway) which processes the VXML Server response and the TTSresponse.

Standalone VXML Server Call Flow with ReportingIn this exercise you plug a phone into the FXS port of the voice gateway (or use a VoIP connection), call aspecific number, and have the voice gateway instruct the VXML server to launch customhelloworld, whichis a simple VXML application you created in the prior exercise. This implementation of the standalone VXMLserver call flow model uses the call server to pass call data from the VXML server to the reporting server. Allthree functions (VXML server, call server, and reporting server) are installed in a simple, lab-based,all-in-one-box implementation of Unified CVP.


Unified CVP Product and Exercise IntroductionStandalone VXML Server Call Flow with Reporting


Figure 3: Unified CVP Standalone VXML Server - customhelloworld Voice Application Unified CVP Standalone VXMLServer - with Reporting


1 (Setup, prior to call flow) Deploy the custom voice application to the VXML Server from Call Studiousing the deployApp.bat utility.

2 (2A or 2B) Dial a specific number (called the "dialed number" or DN) using an analog phone connectedto the voice gateway FXS port connection (or a VoIP phone configured through Unified CommunicationsManager).

3 The voice gateway matches the DN with a "dial peer" which is configured for specific handling based onthe DN. In this case, the handling instructions for the DN are to launch the customhelloworld application.

Do not use the number for the default HelloWorld application. HelloWorld only produces minimal reportingdata. You must use the DN you set up to request customhelloworld.

Note

4 The voice gateway (through its voice browser) makes an HTTP request to the VXML Server to initiatethe customhelloworld application.

(4A) The VXML Server also sends the call data to the call server which forwards it to the reporting server.

5 The VXML Server instructs the voice gateway to play the customhelloworld response to the caller.


Unified CVP Product and Exercise IntroductionStandalone VXML Server Call Flow with Reporting

(5A) The VXML Server also sends the call data to the call server which forwards it to the reporting serverwhich stores the call data in its cvp_data Informix database.


• Call Studio, used to create and deploy the application.

• A voice gatewaywhich accepts the analog or VoIP call input, converts it to digital, and sends HTTP-basedinformation to the Unified CVP application.

• The VXML server, which executes the IVR application requested by the voice gateway.

• A call server which receives call flow data from the VXML server and sends it to the reporting server.

• A reporting server which stores the call data in its Informix database.

• A TTS server that converts the customhelloworld text message to audio.

• A voice browser (part of the voice gateway) which processes the VXML server response and the TTSresponse.

Unified CVP Comprehensive Call FlowThis exercise involves the Unified ICMproduct in the call process. In this case, the voice gateway communicateswith the call server, which in turn forwards the call information to the Unified ICME CallRouter, whichfollows the a script based on this call's call type. The script contains instructions to launch either the HelloWorldor the customhelloworld application on the VXML server.

In this exercise, the VXML server, call server, and reporting server functions of Unified CVP are combinedin an all-in-one-box lab environment intended to capture the basics of product setup. The addition of UnifiedICM integration to the exercise provides additional configuration experience.

To reduce the number of hardware devices required for these exercises, the ingress gateway that handles theincoming calls and the voice browser that interfaces with the VXML server are hosted on a single gatewayplatform.



Unified CVP Product and Exercise IntroductionUnified CVP Comprehensive Call Flow

Throughout the call process, the call server sends reporting data to the reporting server for storage in thecvp_data Informix database.

Unified ICM interfaces with Unified CVP through a peripheral gateway (PG).

Note

Figure 4: Unified CVP Comprehensive Call Flow Example


1 The caller dials a specific number (called the "dialed number" or DN) using an analog phone connectedto the ingress gateway FXS port (or a VoIP phone connection, if using the alternate form of these exercises).

2 The ingress gateway matches the DN with a "dial peer" which is configured for specific handling basedon the DN. In this case, the DN is associated with instructions for handling a call using a comprehensivecall flow application through SIP.

3 The ingress gateway sends the dial-peer information about the DN to the call server using SIP.

4 The call server forwards this information to the Unified ICM CallRouter through the PG.

5 Based on the DN, ICM associates this call with a call type and accesses the user-defined run externalscript for that call type.

6 In this case, the ICM script contains only information to launch the HelloWorld (or customhelloworld)application on the VXML server. The CallRouter sends this information back to the call server.



7 The call server instructs the voice browser to launch the application from the VXML server.

8 The voice browser requests HelloWorld or customhelloworld from the VXML server.

9 The voice browser forwards the audio response to the ingress gateway.

10 The ingress gateway responds to the caller.





C H A P T E R 3Exercise Prerequisites, Hardware, and SoftwareRequirements

This chapter provides the decisionmaking, hardware and software installation, and data gathering prerequisitesfor performing the exercises. It assumes you have studied the basic information presented in the followingdocuments:

• Cisco Unified Customer Voice Portal Release Solution Reference Network Design (SRND)

• Configuration and Administration Guide for Cisco Unified Customer Voice Portal

• Hardware and System Software Specification for Cisco Unified Customer Voice Portal (Unified CVP)Software

• Server Hardware and Software Requirements, page 15

• Planning Prerequisites, page 16

• Prerequisite Tasks Before Unified CVP Software Installation, page 20

Server Hardware and Software RequirementsThese exercises are designed as all-in-one-box configurations. The Unified CVP software required for theseexercises can run on a single server or virtual server. The server hardware or virtual server requires thefollowing set up:

• Microsoft Windows 2008 R2 Server SP1 (64-bit) Standard or Enterprise.

• A minimum of 3 GB of memory for installation and operations

• These exercises were tested on a virtual server with a virtual Intel dual core 3.4 GHz Xeon processor.The virtual processor powers the call server, VXML server, reporting server, and all other functions forthe all-in-one-box configuration.

• The VXML Standalone Server with Reporting exercise uses the Reporting Package, which is one of theUnified CVP installation selections. In the example exercises, the server hostname is DOCCVP801. Ifthe hostname does not meet these requirements, the exercises still work properly. The reporting serveronly creates call reporting events; It does not write the data to the Informix database.






• The Unified CVP product requires between 300 MB and 600 MB of installation space, depending onthe exercise components you select. You must also have 10 GB of free drive space for the test versionof the reporting database (used in the VXML Server with Reporting exercise). The space for the reportingdatabase can be on the same drive as the Unified CVP installation, or a separate drive on the server youare using for the exercises.

• Determine the System Image File version number for the voice gateway. This number is listed on thegateway Version screen, accessed using the show version command from the gateway command lineinterface. Compare this version number with the list of ISO image versions supported for the version ofUnified CVP indicated on the title page of this guide. See theHardware and System Software Specificationfor Cisco Unified CVP (BOM) for software version information for Cisco gateways. If necessary, updatethe gateway's image before completing these exercises.

• To perform the customhelloworld exercise using a text message, you must have a TTS server running.Point to this server in the voice gateway configuration when you modify the configuration as part ofexercise #1.

If you do not use a TTS server, Exercise #2 provides alternate instructions that use a.wav file.

Note

Gateway Requirements:

• The gateway you use to access the VXML server must be approved for Unified CVP. See the Hardwareand System Software Specification for Cisco Unified Customer Voice Portal (Unified CVP) Software,for the Cisco Gateway section for the model and required software image level.

• The exercises use a gateway with an FXS Port. If the gateway does not have an FXS port (for use witha standard telephone) or you cannot obtain one for it, follow the instructions in the topic to modify theexercise to use a VoIP phone through Unified CM.

Related Topics

Exercise Modification for VoIP Phones Using Unified CM, on page 23

Planning PrerequisitesBefore you install the Unified CVP product and begin the getting started exercises, complete the followingplanning prerequisites:

• Examine the exercises. These exercises are progressive; tasks you perform in each prior exercise areneeded for the next exercise.

• Examine the set of components needed for each exercise. See the installation components table for eachcall flow exercise. Separately install and configure components that are not part of the installation.

This document does not explain the installation and basic setup of components that arenot part of the Unified CVP software. It does explain setup that is specific to the gettingstarted exercises.

Note


Exercise Prerequisites, Hardware, and Software RequirementsPlanning Prerequisites



• Fill out the required exercise dialed number and access information tables, and have the data availablewhen you begin the exercises.

• Cisco strongly recommends that you examine topics listed in the troubleshooting tips and techniquessection before you begin these exercises. This section provides:

◦Troubleshooting concepts and examples.

◦Techniques for commonly needed operations such as accessing the voice gateway configurationfile.

◦Tables outlining issues and error messages run into and their remedies.

◦Access to, and examples of, debug files and commands.

Related Topics

Unified CVP Product and Exercise Introduction, on page 5Call Flow Exercise Installation Components, on page 17Required Exercise Dial Numbers and Access Information, on page 18Troubleshooting Tips and Techniques, on page 149

Call Flow Exercise Installation ComponentsThe following table presents the components required for each of the call flow model exercises in this guide.You must have the software packages available for installation (Unified CVP, Unified Call Studio, and UnifiedICM, Gateway software, TTS server software, and all other software), based on the exercises you intend tocomplete.

Many of the components in the following table are available as part of the Unified CVP installation. Thosecomponents are available by selecting packages during the installation. For your reference, the followinglist shows the correspondence between the components and installation packages.

Note

The packages you must select are listed as part of the installation task steps.

• CVP Server

• Operations Console

• Remote Operations

• Reporting Server

In the production mode, you can install only one component on a server at a time. If you choose to installadditional CVP components, you must install them on a different server.

Note

The following abbreviations are used in the exercise listing table:

• TTS Svr - text-to-speech server (OPTIONAL)

• VXML Svr - VXML server


Exercise Prerequisites, Hardware, and Software RequirementsCall Flow Exercise Installation Components

• Rpt Svr - reporting server

• Call Svr - call server

• Ops Console - Operations Console

• S. H. - security hardening

ICMS. H.SystemMediaFiles

OpsConsole

Call SvrCallStudio

Rpt SvrVXMLSvr

TTSSvr

VoiceGateway

Exercise

NoNoNoYesNoNoNoYesNoYesStandalone -Simple

NoNoNoYesNoYesNoYes*YesYesStandalone -Custom App

NoNoNoYesYesNoYesYes*YesYesVXML Serverwith Reporting

YesNoNoYesYesNoNoYes*YesYesComprehensive

*The TTS server is optional; an alternate form of the exercise provided uses a .wav file.Note

Required Exercise Dial Numbers and Access InformationThe following table describes the dial numbers used for the exercises. Use the dial numbers as follows:

• The POTS numbers for the standalone exercises are converted within the voice gateway to VoIP andsent directly to the VXML Server.

• The VoIP numbers for the standalone exercise match route patterns you configure in the Unified CM.

• In the comprehensive exercise, only one number is needed for HelloWorld and one for customhelloworld.Because the calls go to the Unified CM (not directly to the VXML Server), the converted POTS inputacts like a another VoIP phone input.

Table 1: Phone Numbers for the Exercises

Dialed NumberApplicationCall TypeExercise

8002221111HelloWorldPOTSStandalone

7002221111customhelloworldPOTSStandalone

8005551234HelloWorldSIP - VoIPStandalone


Exercise Prerequisites, Hardware, and Software RequirementsRequired Exercise Dial Numbers and Access Information

Dialed NumberApplicationCall TypeExercise

7005551234customhelloworldSIP - VoIPStandalone

8005557777HelloWorldPOTS and VoIPComprehensive

7005557777customhelloworldPOTS and VoIPComprehensive

Print the following table and fill in the details for the exercises you want to perform. Passwords for theOperations Console and the Reporting server must include three of the following: letters, numbers, symbols,and upper/lower case. Also, each password must be at least 8 characters and cannot include any commonwords as part of the password. Example: Abyz12x4

The following table assumes you have installed the Unified CVP server as a virtual machine and are usingthe programsVMware Infrastructure andVNCViewer to access the physical server and the CVP-designatedvirtual server for installation and configuration, respectively. Substitute your own program login information,if different.

Note

Table 2: Gateway, Server, and Other Access Information

Information NeededDevice or Program

Hostname/IP:

Device Type:

Telnet Login/Password:

Enable (admin) Password:

Physical Server Hostname/IP:

VMware Login/Password:

Voice Gateway

Telnet access; needed for gatewayconfiguration and troubleshooting.

Physical Server Hostname/IP:

VMware Login/Password:

Physical Server that Hosts UnifiedCVP

VMware Infrastructure access; used forinstallations.

If you intend to complete the reporting portions of these exercises, you mustuse a hostname that is a maximum of 12 characters long and that does notcontain the dash character. The hostname in the examples is DOCCVP801.

Important

Hostname and IP:

VNC Login and Password:

Windows Login and Password:

Operations Console Login and Password:

Virtual Server that Hosts theall-in-one-box Servers

VNC access for configuration andtroubleshooting.


Exercise Prerequisites, Hardware, and Software RequirementsRequired Exercise Dial Numbers and Access Information

Information NeededDevice or Program

Hostname and IP:



ICM Instance Name (entered when you ran icmsetup):

Controller Domain Name (This is theMicrosoft active directory name you used when youset up the ICM CallRouter/logger:

ICM Server

VNC access; configuration forcomprehensive exercise.

Default Admin Login: Administrator

Default User Login: cvp_dbuser

Single password for both logins (entered at Unified CVP install):

Login Name for a reporting DB user you will add:

Password for the reporting user:

Informix (Reporting) Database

VNC access; for DB setup and query.

Hostname and IP:

Cisco Unified Admin Mgr Login:

Password:

Unified CM:

Bstrowser access; set up VoIP call trunksand route patterns.

Hostname and IP:



TTS Server:

VNC Viewer access; may want IP forgateway configuration file transfers.

Related Topics

Exercise Modification for VoIP Phones Using Unified CM, on page 23Modify Gateway Standalone Template Example for Getting Started Exercises, on page 29

Prerequisite Tasks Before Unified CVP Software InstallationAfter completing the planning and data gathering sections, complete the following tasks before installing theUnified CVP software.

Unified CVP Software AcquisitionObtain each of the software packages you need, based on the exercises you intend to complete (Unified CVP,Call Studio, ICM, TTS, Gateway). If you do not have the installation CDs or access to a downloadable versionof the software, contact your account representative.


Exercise Prerequisites, Hardware, and Software RequirementsPrerequisite Tasks Before Unified CVP Software Installation

Server or Virtual Server Exercise SetupEstablish a server, or create a virtual server that complies with the hardware and software requirements neededto use the all-in-one-box server.

Related Topics


Install Simple Network Management Protocol (SNMP)By default the CVP installer enables the required SNMP services. To enable the SNMP Services onWindows2008, complete the following steps manually on the server you will use to install the Unified CVP software.

Procedure

Step 1 Select Start > All Programs.Step 2 Select Administrative Tools > Server Manager.Step 3 Select Features > Add FeaturesStep 4 Select SNMP Services (SNMP Service, SNMPWMI Provider)


Exercise Prerequisites, Hardware, and Software RequirementsServer or Virtual Server Exercise Setup


Exercise Prerequisites, Hardware, and Software RequirementsInstall Simple Network Management Protocol (SNMP)

C H A P T E R 4IP Phone Exercise Setup

The tasks in this chapter are optional and enable you to use VoIP instead of, or in addition to, POTS whencreating the experiments.

• Exercise Modification for VoIP Phones Using Unified CM, page 23

Exercise Modification for VoIP Phones Using Unified CMUnified CM serves two purposes in the getting started exercises:

• In the standalone exercises, Unified CM enables you to send IP phone calls (VoIP calls) in addition tostandard POTS calls. This function is important if the voice gateway does not have an FXS port, or ifyou want to experiment with both POTS and VoIP calls.

In the standalone exercises, when you use a POTS phone input, the voice gateway converts that inputto VoIP. However, the gateway sends the call request directly to the VXML server and therefore UnifiedCM is not required.

• In the comprehensive exercises, the ingress gateway converts the POTS call to VoIP, then sends the callto Unified CM, which then uses the Unified CVP trunk you define to forward the call to the call server.In the case of IP phone calls, Unified CM receives the call and are directed to Unified CVP. For thecomprehensive exercises, Unified CM is required, regardless of call input type.

In the following tasks, use the Unified CM Administration tool to define trunks and route patterns. Thefollowing trunks and route patterns are needed:

• A phone trunk that sends VoIP calls from the IP phone to the voice gateway. This trunk is required forstandalone exercises that use IP phones.

• A phone trunk that sends incoming VoIP calls (both the converted POTS calls and the IP phone calls)to Unified CVP. The trunk is required for the comprehensive exercise.

• Route patterns that identify the incoming IP phone calls for the standalone exercises.

• Route patterns that identify the incoming VoIP calls (converted POTS and IP phone calls) for thecomprehensive exercises. Because Unified CM sees both POTS calls and IP phones calls as incomingVoIP calls, in the comprehensive exercise, the same route patterns can be used for both POTS and IPphones (one for HelloWorld, one for customhelloworld).


This discussion does not explain how to install and set up the basic Unified CM system; it only explainshow to configure Unified CM for use with the exercises in this guide. You must have previously installeda basic, working Unified CM system.

Note

Define Trunk for Getting Started ExercisesTo define the trunks for these exercises, only enter the items actually specified in the task steps. Leave othertrunk entries blank, or use their existing default values.

Procedure

Step 1 Point a browser to the Unified CM IP address or hostname.The Product Selection window displays.

Step 2 Select the Cisco Unified Communications Manager Administration product.The Cisco Unified CM Administration login window displays.

Step 3 Log in to the administration tool using your Unified CM username and password.


IP Phone Exercise SetupDefine Trunk for Getting Started Exercises

The main window for the administration tool displays.

Figure 5: Call Management Administration - Main Window

Step 4 From the main menu, select Device > Trunk.The Find and List Trunks window displays.



If desired, click Find to display existing trunkdefinitions.

Note

Step 5 Click Add New to start the trunk configuration wizard.Step 6 For Trunk Type, select SIP Trunk from the drop-down, and click Next.

Figure 6: Call Management Administration - Defining a Trunk

SIP is automatically selected for deviceprotocol.

Note

Step 7 The next Trunk Configuration window has many sections. Configure only the following items:a) In the Device Information section:

Device Name: VoiceGateway

Description: Gateway trunk for standalone exercises

Device Pool: Select Default from the drop-down menu.

b) Scroll down. In the SIP Information section:Destination Address: Enter the IP address of the voice gateway.

SIP Trunk Security Profile: From the drop-down menu, select Non Secure SIP Trunk Profile.

SIP Profile: From the drop-down menu, select Standard SIP Profile.

Step 8 Click Save to save the definition.Click OK at the reset prompt. Perform a reset at a later time.

Themessage Added Successful displays. If you did not enter all the required items, however the wizard promptsyou to correct specific entries.

Step 9 Click Reset to display the Device Reset window. Click Reset on this window to activate the changes.The status message Reset request was sent successfully displays. Click Close to close the Device Resetwindow.

Step 10 Repeat the preceding steps to add a trunk to the call server (for the comprehensive exercises). Substitute thefollowing information for Define Trunk for Getting Started Exercises, on page 24:a) In the Trunk Information section:



Device Protocol: SIP Trunk

b) In the Device Information section:Device Name: VoiceGateway

Description: Trunk for comprehensive exercises

Device Pool: Select Default from the drop-down menu.

c) In the SIP Information section:Destination Address: Enter the IP address of the all-in-one-box Unified CVP call server.

SIP Trunk Security Profile: From the drop-down menu, select Non Secure SIP Trunk Profile.

SIP Profile: From the drop-down menu, select Standard SIP Profile.

d) Click Save and after the reset prompt, click Reset and use the Device Reset window to perform the resetoperation.

Step 11 To check the new entries, click Device > Trunk. The table entries should show your newly defined trunks.(If necessary, click Find to display the new truck information.) The Route Pattern area is blank. You will addroute patterns (dial numbers) in the next task.

Figure 7: Unified CM - Define Trunks

Define Route PatternsDefine the call digits that Unified CM should direct to the newly defined trunks. In this case, define the phonenumbers to be used by a VoIP phone through Unified CM for the HelloWorld and the customhelloworldapplications used in the later exercises.

These exercises use the following route patterns:

• VoIP dialed number for HelloWorld (standalone exercises): 8005551234


IP Phone Exercise SetupDefine Route Patterns

• VoIP dialed number for customhelloworld (standalone exercises): 7005551234

• POTS/VoIP dialed number for HelloWorld (comprehensive exercise): 8005557777

• POTS/VoIP dialed number for customhelloworld (comprehensive exercise): 7005557777

Procedure

Step 1 Log in to the Unified CM administrative interface if you have not already started and logged in to the OperationsConsole.

Step 2 From the main window, select Call Routing > Route/Hunt > Route Pattern.The Find and List Route Patterns window displays. Click Find to display currently defined route patterns, ifany.

Step 3 Click Add New.The Route Pattern Configuration window displays.

Step 4 In the Pattern Definition section, configure only the following settings:a) Route Pattern: Enter 8005551234b) Description: HelloWorld VoIP Standalone DNc) Gateway/Route List: Select VoiceGateway (the gateway trunk you just defined)

Step 5 No other entries are needed for this route pattern. Click Save to save the definition.Step 6 Click OK at the "authorization code" message and at the "update" message.Step 7 Verify that the new route pattern is properly added: Click Call Routing > Route/Hunt > Route Pattern. If

necessary, click Find to display the data.The 8005551234 pattern displays with corresponding VoiceGateway trunk description.

Figure 8: Unified CM - Define a Route Pattern

Step 8 Repeat these steps to define the route patterns for the remaining dialed numbers.Use the following route patterns, definitions, and trunks:

• 7005551234; customhelloworld VoIP standalone DN; VoiceGateway

• 8005557777; HelloWorld DN for comprehensive; VoiceGateway

• 7005557777; customhelloworld DN for comprehensive; VoiceGateway


IP Phone Exercise SetupDefine Route Patterns

Step 9 Verify that the route patterns are properly added: Click Call Routing > Route/Hunt > Route Pattern. Ifnecessary, click Find to display the data. The following definitions display:

Figure 9: Unified CM - All Route Patterns Defined

Step 10 Close the Unified CM tool and exit the Unified CM server.

Related Topics

Sign In to All-in-One-Box Server and Start Operations Console, on page 40

Modify Gateway Standalone Template Example for Getting Started ExercisesThe configuration for your gateway must be customized to support the exercises in this guide. The gatewayconfiguration changes and additions you need for exercises 1 through 3 are found inGS_StandaloneExmplTemplate which is available at the following Cisco URL:

http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_configuration_examples_list.html

Select the HTML page for the GS_StandaloneExmplTemplate template. This HTML page providesa sample gateway template that you can modify and then copy to the Operations Console, which can thenpush the template out to your gateway. Although there are other ways to modify your gateway configuration,the point of the following tasks is to provide experience using the Operations Console template features.

In the following steps you will update the placeholder comments in the file with the actual IP addresses ofyour lab configuration.

For an explanation of items in the gateway configuration file, refer to the examples in Configuration andAdministration Guide for Cisco Unified Customer Voice Portal.

Note


IP Phone Exercise SetupModify Gateway Standalone Template Example for Getting Started Exercises

http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_configuration_examples_list.html



Procedure

Step 1 If you have not already opened the HTML page described above, please do so.Step 2 Copy the lines of the sample template from the HTML page and paste them into an editor that preserves lines

breaks (such as Notepad) and complete the remaining steps to modify the template.The HTML page has been formatted to preserve line breaks; your copy and paste operation shouldproduce a neatly formatted template.

Note

Step 3 Informational Step. Notice the first two lines of the template:! Customer Voice Portal 9.0(1) IOS Templateconf t

These two lines are required for any Operations Console gateway configuration template (including any youcreate). The first line identifies this template to the Operations Console. The second line enables gatewayconfiguration mode.

Step 4 TTS Server IP - In Exercise #2 you will create a custom voice application. You have the choice of using a.wav file or a TTS server to provide the output for the application. If you will use a TTS server, modify thefollowing configuration lines in the template to include the IP address(s) for your TTS/ASR server(s).ip host tts-en-us <put IP of TTS server here>ip host asr-en-us <put IP of ASR server here>

Important! If you are not using a TTS or ASR server you must delete the following lines from the templatecopy you are updating:ip host tts-en-us <put IP of TTS server here>ip host asr-en-us <put IP of ASR server here>

ivr tts-server rtsp://tts-en-us/synthesizerivr asr-server rtsp://asr-en-us/recognizer

Step 5 VXML Server IP - The following template configuration lines identify the voice applications to the gateway(that is, the built-in voice application, HelloWorld, and customhelloworld, the voice application you createin Exercise #2, as well as other needed applications). Replace <put CVP VXML Server IP here> (in twoplaces) with the IP address you are using for the all-in-one-box installation.As general information, be aware that the last line of each of the following application configurations identifiesthe exact name used for the application as it is deployed on the VXML server. This is the only line in thedefinition that is case sensitive. That is, it identifiesHelloWorld exactly as the application is deployed on theVXML server). The application definition for customhelloworld (lowercase) should exactly match the nameof the custom voice application you will create later in Call Studio.

It is only necessary to modify the lines that specify the CVPVXMLServer IP address.Note

applicationservice helloworld flash:CVPSelfService.tclparam CVPPrimaryVXMLServer <put CVP VXML Server IP here>param CVPSelfService-port 7000param CVPSelfService-app HelloWorld

applicationservice customhelloworld flash:CVPSelfService.tclparam CVPPrimaryVXMLServer <put CVP VXML Server IP here>param CVPSelfService-port 7000param CVPSelfService-app customhelloworld

Step 6 The final lines of the standalone example template that you must modify are in the dial-peers section. Thedial-peer definitions are the configuration lines that tell the gateway to process the calls coming in and that



associate specific phone numbers with specific voice applications that the gateway should request from theVXML server.The first dial-peer section in the following example tells the gateway to accept all digits from the POTS phone.The next two sections essentially tell the gateway to send the call to itself, converting the call to VoIP in theprocess, then request the proper voice application from the VXML server, based on the dialed number.

The last two dial-peer sections associate an incoming VoIP call with a voice application.

If you are performing the POTS portion of the exercise, you must replace <put gateway IP here> (in twoplaces) with the actual IP address of your gateway, otherwise, you must delete these dial-peer definitions.

dial-peer voice 1000 potsdescription Required for FXS phone (POTS phone) inputservice sessionforward-digits all

dial-peer voice 8 voipservice helloworlddescription receives POTS call for helloworld and changes to VoIPdestination-pattern 8002221111session target ipv4:<put gateway IP here>incoming called-number 8002221111dtmf-relay rtp-nte h245-signal h245-alphanumericcodec g711ulawno vad

dial-peer voice 7 voipservice customhelloworlddescription receives POTS call for customhelloworld and changes to VoIPdestination-pattern 7002221111session target ipv4:<put gateway IP here>incoming called-number 7002221111dtmf-relay rtp-nte h245-signal h245-alphanumericcodec g711ulawno vad

dial-peer voice 800 voipdescription rx VoIP call from Call Mgr & requests helloworld from VXML Serverservice helloworldincoming called-number 8Tdtmf-relay rtp-nte h245-signal h245-alphanumericcodec g711ulawno vad

dial-peer voice 700 voipdescription rx VoIP call from Call Mgr & requests customhelloworld from VXML Serverservice customhelloworldincoming called-number 7Tdtmf-relay rtp-nte h245-signal h245-alphanumericcodec g711ulawno vad

Step 7 Save your modified template file.





C H A P T E R 5Unified CVP Component Installation

This chapter explains how to install Unified CVP for each of the call flow model exercises.

• About Unified CVP Component Installation, page 33

• Install CVP Components, page 33

About Unified CVP Component InstallationThis chapter provides instructions for installing the components needed for all the exercises in this guide. Ifyou plan to complete all the exercises, install all the required components at once (as described in detail inthe following installation steps). If you are not intending to perform some of the exercises, you are directedto skip certain parts of the installation. If you decide to perform an additional exercise later, you can rerun theinstallation program and add the components you need.

You must complete these exercise prerequisites, before you perform the tasks in this chapter.

Install the software on a Windows 2008 R2 server system.

TheVXMLServer (Standalone) Call FlowModel with Reporting exercise requires the reporting component,which is installed as part of the instructions in this chapter.

After the installation completes, reboot the server.

Note

Related Topics


Install CVP Components

Only a local administrator can run the Unified CVP installation program.Note

To install Unified CVP software, perform the following steps:


Procedure

Step 1 From the CVP\Installer_Windows folder on the Unified CVP installation DVD, run setup.exe.The splash screen and a Preparing Setup screen will appear, followed by the License Agreement andCopyright screen.

Step 2 Use the scroll bar to review the entire license agreement, then select I accept the terms of the licenseagreement.The CVP copyright information is appended to the end of the License Agreement and Copyright screen.Review the copyright information, then click Next.

The Select Package screen appears.

Step 3 On the Select Package screen, choose the Unified CVP component (listed below) to install on the localmachine and click Next.

Unified CVP Components:

• CVP Server

• Operations Console

• Remote Operations

• Reporting Server


Unified CVP Component InstallationInstall CVP Components

In the production mode, you can install only one component on a server at a time. If you choose toinstall additional CVP components, you must install them on a different server.

Note

Figure 10: Select Packages Screen

Highlight the option to get the additional details about the component.

Step 4 Click Next.The Choose Destination Location screen appears.

Step 5 On the Choose Destination Location screen, specify the drive and directory location (referred to as%CVP_HOME%). The default location is C:\Cisco\CVP.

If the %CVP_HOME% directory already exists and contains data, you will be prompted to chooseanother directory or remove it before continuing.

Note

If you install the CVP Server component, you need to also specify the location where media fileswill be installed. The default location is C:\inetpub\wwwroot. Internet Information Server(IIS)is the default media server supported by Unified CVP.

Note

Step 6 Click Next.The X.509 Certificate screen appears.

Step 7 Specify the following information:



Note • For fields other than Country Name, the maximum data length can exceed the visible area ofthe field.

• Also with the exception of the Country Name, which may contain only up to two alphabeticalcharacters, all remaining fields on this screen can contain alphanumeric characters.

• Common NameThis is the only required field. While it is recommended that you specify hostname in this field.

• Organization or Company Name

• Organizational Unit or Department

• Locality or City

• State or Province

• Country Name (2 letter code)

• Email addressThis field can also contain a dash (-), period (.), underscore (_), or at (@) symbol.Note

Step 8 After you have entered the information you want to include in the certificate, click Next.Step 9 If you select Reporting Server on the Select Packages screen, the Choose Database data and backups

drive screen appears. Continue to next step. If you did not select Reporting Server on the Select Packages,review or accept the installation settings.

• To review or change the installation settings, click Back.

• To accept the installation settings, click Install. After starting the installation process, you cannot cancelit. For Unified CVP components other than the Reporting component, the installation takes up to 10minutes. For the Reporting component, the installation takes up to 90 to 120 minutes.

Step 10 Select the root drive where the Reporting database data and backups will reside and click Next.Choose e: drive or the second drive, whose size is more than 400GB.

Note

By default, theDatabase Size Selection screen appears, providing the following options:

• StandardRequires a minimum of 250 GB of free disk space.

• PremiumRequires a minimum of 375 GB of free disk space.

Step 11 Select the appropriate database size for the license you purchased and click Next.The Ready to Install the Program screen appears. This screen summarizes the packages you selected forinstallation.

Step 12 Do one of the following:

• If you want to review or change your installation settings, click Back to return to the previous screen.

• If you are satisfied with the installation settings and you are prepared to begin the installation, clickInstall.



After the installation process is started, you cannot cancel it. For Unified CVP components otherthan the Reporting component, the installation takes up to 10 minutes. For Reporting component theinstallation takes up to 90-120 minutes.

Note

Step 13 If you are installing the Reporting component, the Reporting Password Screen appears. Specify the samepassword in the Password and Password (for verification) fields that meets the criteria detailed on thisscreen. Otherwise, skip this step.

The password you enter on the Reporting Password screen is used by two types ofusers:

Note

• cvp_dbadmin

• cvp_dbuser

The Reporting server component cannot be installed if the machine is already part of the domain.Note

Step 14 If you are installing the Operations Console component, the Operations Console Password screen appears.Specify a Password and Password (for verification) that meets the criteria detailed on this screen and clickNext. Otherwise, skip this step.

The password you enter on theOperations Console screen is used for two purposes:Note

• To login as a Administrator in the web UI to administrate the product.

• To login as a wsmadmin in the command line interface for troubleshooting theproduct.

Step 15 Click Next, a Setup status screen appears.When the installation is complete, the Setup Completed Successfully screen appears.

Step 16 Restart your computer immediately after installation. Remove any disks from their drives, and click Finishto complete setup.





C H A P T E R 6Unified CVP VXML Server Standalone Call FlowModel Exercise (HelloWorld)

This chapter provides instruction for the Unified CVP VXML server standalone call flow model exercise(HelloWorld).

• Unified CVP VXML Server Standalone Configuration Exercise, page 39

• Sign In to All-in-One-Box Server and Start Operations Console, page 40

• Standalone VXML Server Additions to Operations Console, page 41

• Voice Gateway Setup for VXML Server Calls, page 43

• Test Call to Complete Exercise, page 50

Unified CVP VXML Server Standalone Configuration ExercisePerform this steps in this exercise is to configure Unified CVP to call a simple, default application (HelloWorld)that plays an audio file. Completion of this exercise includes the following steps:

Procedure

Step 1 Complete the prerequisites for this exercise.Step 2 Install the product components specific to this exercise.Step 3 Configure the standalone VXML Server and voice gateway as explained in this chapter.Step 4 Place the call as explained in this chapter.

Related Topics

Call Flow Model Exercises, on page 6Exercise Prerequisites, Hardware, and Software Requirements, on page 15Unified CVP Component Installation, on page 33


Sign In to All-in-One-Box Server and Start Operations ConsoleUse the following steps whenever needed throughout this exercise to log in to the all-in-one-box Server andstart the Operations Console.

The following steps use VNC Viewer to access the Operations Console; you can also log in to the consoleusing your browser: http://10.86.132.141:9000/oamp (the IP address of the all-in-one-boxserver in this example). However, the exercises use VNC Viewer, because you are likely to perform othertasks such as executing a batch file or restarting the server.

Note

Procedure

Step 1 Using a program such as VNC Viewer, log in to the server or virtual server that has Unified CVP installed.The main Windows 2008 screen appears.

Step 2 To start the Operations Console program, choose Start > Programs >Cisco Unified Customer Voice Portal> Operations Console.You may receive a prompt to confirm the security certificate. Click OK, to continue. The Cisco UnifiedCustomer Voice Portal Login window appears.

Figure 11: CVP Operations Console - Login Window

Step 3 Log in to the Operations Console as administrator using the password established when you installed theUnified CVP.


Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld)Sign In to All-in-One-Box Server and Start Operations Console

The Cisco Unified Customer Voice Portal (Operations Console) window appears.

Figure 12: CVP Operations Console - Main Window

Standalone VXML Server Additions to Operations ConsoleThe following exercise adds VXML Server to the Unified CVP system.

VXML Server Information Required: To add the VXML server to the Operations Console, you need theIP address and hostname of the VXML server. Because this exercise uses an all-in-one-box configuration,the IP address and hostname of the VXML server is the same as the IP address of the server on which youinstalled the Unified CVP software. Have this information ready as you complete the following steps.

Note

Related Topics

Required Exercise Dial Numbers and Access Information, on page 18

Add Standalone VXML ServerAdd the VXMLServer definition using the Operations ConsoleDeviceManagementmenu shows twoVXMLServer choices:


Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld)Standalone VXML Server Additions to Operations Console

• Unified CVP VXML Server

• Unified CVP VXML Server (standalone)

The first set of exercises in this guide use a standalone call model. The standalone model does not require acall server for the gateway to communicate with the VXML server. The gateway sends call request directlyto the VXML Server. Therefore, use the Unified CVP VXML Server (standalone) selection when definingthe VXML Server in the following steps.

In the later exercises, when a call server must be linked with the VXML Server, delete the followingVXML Server standalone definition and replace it with a standard VXML Server definition. (You mustreplace it since the second definition uses the same IP address.)

Note

To add aUnified CVP VXML Server (standalone) definition to the Operations Console, complete the followingsteps:

Procedure

Step 1 If necessary, start the Operations Console.Step 2 Choose Device Management > Unified CVP VXML Server (standalone).

The Find, Add, Delete, Edit CVP VXML Servers (standalone) window opens.

Figure 13: View List of VXML Servers Known to the Operations Console

Step 3 Click Add New.


Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld)Add Standalone VXML Server

The Unified VXML Server (standalone) Configuration window opens to the General tab.

Figure 14: Add VXML Server (Standalone) to List of VXML Standalone Servers Available to the Operations Console

Step 4 Fill in the IP Address, Hostname, and Description fields and click Save and Deploy to save the serverinformation and deploy the VXML Server.You receive a successfully added to the network map message describing the new server.

Step 5 Select System > Control Center to display the Network Map window.The Status column should indicate that the VXML Server is Up (this process may take a few minutes).

What to Do Next

If the server status remains Not Reachable, verify that the server IP address and other server details. If anysever details are incorrect, delete the server definition (Device Management > Unified CVP VXML Server(standalone) > select the server >Delete) and re-add it. See the troubleshooting tips and techniques for moreinformation.

Related Topics

Sign In to All-in-One-Box Server and Start Operations Console, on page 40Troubleshooting Tips and Techniques, on page 149

Voice Gateway Setup for VXML Server CallsThis section provides instructions for configuring the voice gateway and transferring the bootstrap files forthe VXML Server to the gateway.

Complete the following task:

• Add your voice gateway to the Operations Console so it can be identified as part of the Unified CVPexample solution.

• Verify access to the gateway from the Operations Console by viewing its running-config.


Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld)Voice Gateway Setup for VXML Server Calls

• Transfer needed files to the gateway using the Operations Console.

• Copy the old gateway configuration to preserve it.

• Copy the standalone example template from the Cisco web page and modify it for the exercises.

• Transfer the modified template to the Operations Console.

• Push the configuration out to your gateway and verify that the new configuration is now running onyour gateway.

You must have a software image on your gateway that is compatible with the Unified CVP version forthese exercises.

Note

Related Topics

Server Hardware and Software Requirements, on page 15

Add Voice Gateway to Operations ConsoleThis task identifies the voice gateway to the Operations Console for management and enables you to transferfiles to the gateway.

Procedure

Step 1 If necessary, start the Operations Console.Step 2 In the Operations Console, select Device Management > Gateway > Add New.


Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld)Add Voice Gateway to Operations Console

The Gateway Configuration window appears.

Figure 15: CVP Operations Console - Add Voice Gateway

Step 3 Enter the following information from the required exercise dial numbers and access information that yourecorded earlier:

• IP address of the voice gateway

• Voice gateway hostname

• Voice gateway device type (enter using the drop-down menu)

• Login username for the gateway (if required)

• User password for the gateway (the password for a monitor-level user)

• Enable password for the gateway (the administrator-level password)

Step 4 Verify that the Operations Console can reach the gateway using the information you entered. Click TestSign-in.Once the system complete the sign-in process, you will receive the Test Sign-in successful message.

If you do not, recheck the IP address, hostname, username, and passwords.

Step 5 Click Save.


Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld)Add Voice Gateway to Operations Console

A confirmation window appears on the screen, showing the IP address and hostname of the gateway youadded.

Figure 16: CVP Operations Console - Confirm Added Gateway Message

Step 6 To check the gateway software version, click Device Management > Gateway > click the entry for thegateway > IOS Commands > Show Version.The version information is displayed in the first line of the results.

Related Topics

Required Exercise Dial Numbers and Access Information, on page 18Sign In to All-in-One-Box Server and Start Operations Console, on page 40

Transfer Bootstrap and .wav Files to GatewayUse the following steps to transfer required files to the voice gateway.

Procedure

Step 1 If necessary, start the Operations Console.Step 2 Click Bulk Administration > File Transfer > Scripts and Media.Step 3 In the Device Association panel, select Gateway from the Select Device Type drop-down menu.Step 4 From the Available box, use the right arrow to move the gateway you identified to the Selected box.Step 5 In the Script and Media Files panel, select the Default Gateway Files radio button.

Then select the following files to transfer:

• CVPSelfService.tcl

• CVPSelfServiceBootstrap.vxml

• critical_error.wav

• cvperror.tcl

• ringtone.tcl

Step 6 Click Transfer and accept the operation to start the transfer.Step 7 Click File Transfer Status to monitor the progress of the transfer.

Click Refresh as necessary to refresh the status display.


Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld)Transfer Bootstrap and .wav Files to Gateway

Related Topics


Back Up Existing Voice Gateway Running ConfigurationBefore youmodify the gateway running-config configuration file. This action enables you to revert the gatewayconfiguration to its state before you make the changes for these exercises. A back up copy is useful if youwant to perform the exercises again, or simply need to revert to a known, good configuration.

Procedure

Step 1 Telnet to the voice gateway and log in as follows:a) From the Windows taskbar, select Start > Run.

The Run window appears.

b) In the Run window, enter telnet <GatewayIP> and click OK.Where: <Gateway IP> is the IP address of the voice gateway you are using for these exercises.

The User Access Verification window appears.

c) Enter the password for the voice gateway.The hostname prompt for your gateway appears. Example:MyGateway

Step 2 You must be in enable mode to copy the gateway configuration. At the gateway hostname prompt, enter enand press Enter. Then enter the password you established for gateway enable mode.The prompt changes to the gateway hostname followed by a # sign. Example:MyGateway#

Step 3 To back up the running configuration, enter the following command (note that there is no file extensionneeded):a) copy run <somefilename> Enter

Where: <somefilename> is the new name for the configuration save file.

b) At: Destination filename [somefilename] press Enter to confirm the filename and action.The system responds with a verifying checksum message, then the total bytes is copied.

Step 4 The preceding steps assume that the running configuration is the same as the startup configuration. If theseconfiguration are not the same, and you want to backup the startup configuration, use the command: copystartup <somefilename> Enter.

Copy Configuration Changes to Operations ConsoleIn this task, you bring the modified template into the Operations Console using one of the two options:

• Copy the file to the system that is running the Operations Console, and then use the Add Templatefeature to browse to and add the template.


Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld)Back Up Existing Voice Gateway Running Configuration

• Create a template in the Operations Console by copying an existing template, and then paste yourconfiguration over the lines in the template copy to create a new version of the copied template. This isthe method used in the following steps.

Procedure

Step 1 Open the Operations Console and select System > IOS Template > IOS Template Management.Step 2 Check the check box for one of the sample templates and click Copy.Step 3 Provide a name and description for the new template. For example:

Standalone Example.tptStandalone Getting Started Exercises

Step 4 Check the check box Enable template modification.Step 5 Highlight and delete all the contents of the template.Step 6 From Notepad (or the editor you used) copy the entire sample template you modified, then paste the contents

into the empty template file in the Operations Console.Step 7 In the Operations Console, click Save to save a new template based on the example configuration.

Push Configuration Changes to Gateway and Verify SuccessIn this task, use the Operations Console to update the gateway configuration from its existing running-configto the template configuration you created for the standalone getting started exercises.

Procedure

Step 1 From the Operations Console select: System > IOS Configuration > IOS Template Deployment.Step 2 From the Select Template drop down menu, select the template you just created.Step 3 In the Associate Gateway(s) pane, select the gateway you previously added to the Operations Console for

this exercise and click the right arrow button.Step 4 Click Preview and Deploy. You should see the template previewed with the message The IOS Template is

valid and ready for Gateway deployment.The validation process only checks for proper template variables, not gateway configuration syntax.There are no variables in the template for the standalone exercises.

Note

Step 5 Scroll down and click Deploy, and then verify the command.The following message appears on the screen: The IOS Template deployment has started. For detailedinformation, select the Deployment status button.

Step 6 Click the Deployment Status icon.Step 7 The Deployment Status window shows the status as In Progress. Wait a minute and clickRefresh to determine

if the deployment is complete.If the status is Failed click the status link and examine the message details. The configuration linecausing the error will be presented in the last line of the status message.

Note


Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld)Push Configuration Changes to Gateway and Verify Success

Once the Success status displays, continue to the next step.

Step 8 From the Operations Console, select Device Management > Gateway and double click the link for thegateway you added.

Step 9 Click IOSCommands > Show running-config and verify that the new configuration includes the commandsyou pushed from the Operations Console.

Rollback: If you need to roll the gateway configuration back to its prior configuration (one level ofrollback is supported), select System > IOS Configuration > IOS Template Deployment >Deployment Status. Select the gateway, and then click Rollback.

Note

Save New Running Configuration to Startup Configuration FileIn this task, save the new, combined running configuration as a new startup configuration.

This procedure assumes that you have already saved your original startup configuration. If you have notsaved the original startup-config file (or saved your original running configuration), save it now.

Note

Procedure

Copy the running configuration to the startup configuration file to save in NVRAM in case the Gatewayreboots. At the command prompt:Type copy running-config startup-config and press Enter.

Or type just copy running startup and press Enter.

Press Enter at the verification prompt.

Related Topics

Back Up Existing Voice Gateway Running Configuration, on page 47

Load New Voice Gateway Application ServicesApplication services automatically load when the gateway starts, or when you reload the gateway software.However, when you modified the running configuration, you added several services which are not started.Instead of reloading the gateway, use the following procedure to start each of the new services.

Even though you have not yet created the customhelloworld application, you have defined its service inthe new gateway configuration. You can load this service on the gateway, along with the others in thenew running configuration. In the customhelloworld exercise, you will create this application and load itonto the VXML Server.

Note


Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld)Save New Running Configuration to Startup Configuration File

Procedure

Step 1 If necessary, Telnet to the gateway and log in.Enter enable mode by typing en, pressing Enter, and supplying the enable mode password.

Step 2 For each of the following application services:Type the command call application voice load <service-name> and press Enter.

For example: call app voice load CVPSelfService <Enter>

• CVPSelfService

• HelloWorld

• customhelloworld

• cvperror

• ringtone

Test Call to Complete ExercisePlace a call into the system using a configured dialed number and a phone connected to the gateway FXS portor configured through Unified CM.

Related Topics

Test POTS or VoIP Call, on page 50

Test POTS or VoIP CallComplete the following steps to place the call and test the exercise:

Procedure

Step 1 If you are using the "POTS" implementation of this exercise ( the phone is connected to an FXS port on thegateway), dial the number configured in the gateway dial-peer: 8002221111.Or, if you are using a VoIP phone, through Unified CM, dial the number you set up for HelloWorld whenyou defined the route patterns: 8005551234.

Step 2 Listen to the HelloWorld response.You should immediately hear brief music followed by the message: You have successfully installed theCisco VXML server.

Step 3 If you do not hear the proper response to the call, see the troubleshooting tips.


Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld)Test Call to Complete Exercise

Related Topics

Define Route Patterns, on page 27Troubleshooting Tips and Techniques, on page 149


Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld)Test POTS or VoIP Call


Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld)Test POTS or VoIP Call

C H A P T E R 7Unified Call Studio Installation

This chapter provides information about installing Unified Call Studio.

Unified Call Studio is only supported on Windows XP , Windows Vista and Windows 7.Note

Windows Vista sets access permissions on the C:\Program Files directory and only allows userswith administrator privileges to write to this directory. Therefore, it is strongly recommended that youinstall Call Studio to a directory other than C:\Program Files.

Warning

• Install Cisco Unified Call Studio, page 53

Install Cisco Unified Call StudioTo install Call Studio, perform the following steps.

Before You Begin

You must obtain a new license for Release 9.0(1) Unified Call Studio, licenses for prior releases are not validwith the latest version.

Procedure

Step 1 From theCallStudio\Installer_Windows folder on theUnified CVP installationDVD, run setup.exe.A Preparing Setup screen and a splash screen display, followed by aWelcome screen.

Step 2 On theWelcome screen, click Next.If you click Cancel here or on the dialog screens that follow prior to the "Ready to Install theProgram" screen, no part of the installation will occur, and an Exit Setup dialog box appears.

Note

A Copyright screen appears.

Step 3 Review the contents of the Copyright screen, then click Next.


A License Agreement screen appears.

Step 4 Use the scroll bar to review the entire license agreement, and then select I accept the terms of the licenseagreement, and click Next.The Choose Destination Location screen appears.

Step 5 On the Choose Destination Location screen, specify the drive and directory where the software will beinstalled:

• Click Next to accept the default location.

• Click Change to select an alternate location, and then click Next.

The Ready to Install the Program screen appears, listing the packages that you selected for installation.

Step 6 Verify the desired software is listed, and then click Install.The Setup Status screen displays while the InstallShieldWizard proceeds to install Cisco Unified Call Studio.

Step 7 On the InstallShield Wizard Complete screen, click Finish to exit the wizard.

You can use the software for 30 days without a license. After 30 days, you need to apply a license.


Unified Call Studio InstallationInstall Cisco Unified Call Studio

C H A P T E R 8Call Studio Custom Voice Application

This chapter provides the exercise to create a custom voice application using Call Studio and deploy theapplication to the VXML server.

• Unified Call Studio Custom Voice Application Additions, page 55

• Call Studio Custom Voice Application Addition Prerequisites, page 56

• Start Unified Call Studio, page 56

• Create New Unified Call Studio Project, page 56

• Create and Validate Voice Application Call Flow, page 57

• Deploy Custom Unified Call Studio Application to Folder, page 61

• Deploy Custom Unified Call Studio Application on VXML Server, page 64

• Test Custom Unified Call Studio Voice Application Call, page 66

• Modify and Redeploy Updated customhelloworld Application as Non-TTS Exercise, page 66

Unified Call Studio Custom Voice Application AdditionsComplete this steps in this exercise to create a new voice application using Unified Call Studio and deploythe application to the VXML server.

You can create one or both of the following two versions of the customhelloworld application:

• TTS customhelloworld - This version creates a voice application that responds with: You are listeningto a custom version of the HelloWorld voice application. Bye now.

This version of customhelloworld requires you to set up a Text-to-Speech server (TTSserver) that renders the customhelloworld text as speech. It is beyond the scope of thisguide to explain how to set up a TTS server. If you do not want to use a TTS server forthis exercise, choose the Non-TTS customhelloworld option.

Note


• Non-TTS customhelloworld - This version of the exercise plays a .wav file instead of speaking to theuser. Choose this version if you do not want to set up a TTS server, or if you want experience creatinga custom voice application that uses a .wav file.

The two versions of the exercise provide different experiences with the Unified Call Studio development tool.The following tasks include instructions for both versions of this application.

If you want to try both versions of customhelloworld, the final task in this chapter explains how to modifythe voice application and redeploy it.

Although Cisco strongly recommends that you follow the exercises in sequence, you can skip the standaloneexercises, use this chapter to create the customhelloworld Unified Call Studio application, and access thisapplication using the comprehensive exercise. However, if you skip the standalone exercises, you mustcomplete the comprehensive exercise before you can test or troubleshoot the customhelloworld application.

Note

Call Studio Custom Voice Application Addition PrerequisitesBefore beginning this exercise, complete the following prerequisites:

• Install Unified Call Studio.

• Complete the standalone exercise, which includes updating the voice gateway configuration file. Somechanges you make to the configuration file apply to the customhelloworld exercise.

Or, create the custom application and then follow the steps in the comprehensive call flow exercise toinclude this custom voice application.

Related Topics

Unified Call Studio Installation, on page 53

Start Unified Call StudioProcedure

Step 1 Using VNC Viewer or similar program, access the server.Step 2 From the main window of the server, choose Start > Programs > Cisco > Cisco Unified Call Studio.

A trial period message appears on the screen. Click OK to continue.

Create New Unified Call Studio ProjectPerform the basic steps needed to create a new Unified Call Studio project.


Call Studio Custom Voice ApplicationCall Studio Custom Voice Application Addition Prerequisites

Procedure

Step 1 To create a Unified Call Studio project, choose File > New > Call Studio Project.The New Call Studio Project wizard starts and displays a blank version of the window shown in Create NewUnified Call Studio Project, on page 56.

Step 2 For the project name enter in lower case, exactly as shown: customhelloworld.Step 3 For the location leave, Use default location checked.

A window, similar to the following example, appears on the screen.

Figure 17: Call Studio - New Project Named

For this exercise, use the default settings on the remaining wizard new project configuration windows. ClickNext to examine each window, if desired.

Step 4 When you are finished examining the various settings, click Finish to create the new project.The Call Studio Builder workspace displays a Start of Call element as the first element in a new voiceapplication. (Refer to the next task to see an example of the Start of Call element.)

Create and Validate Voice Application Call FlowTo use the Unified Call Studio Builder function to create a custom response voice application for the testphone call, complete the following steps:

Procedure

Step 1 If you have not created the Unified Call Studio project customhelloworld, create it now.Step 2 From the Elements tree > Subdialog Elements > Cisco, drag and drop CVP Subdialog Start and CVP

Subdialog Return elements to the call flowwindow and place them under the Start of Call element as shownin the following figure, Create and Validate Voice Application Call Flow, on page 57.


Call Studio Custom Voice ApplicationCreate and Validate Voice Application Call Flow

The CVP Subdialog elements are required for a Unified CVP project in Unified Call Studio. Also,the CVP Subdialog Return element acts as a Hang Up element to end the call. The standard HangUp element is not required.

Note

Step 3 Also, from top of the Elements tree, drag the Audio block over and place it between the CVP Subdialog Startelement and the CVP Subdialog Return element, as shown in the following figure.

Figure 18: Call Studio - Creating customhelloworld Call Flow

Step 4 Connect the elements together to show flow logic, as follows:a) Right-click the Start of Call element and select Exit States > Next.b) Left-click the CVP Subdialog Start_01 element to anchor the flow line.c) Right-click the CVP Subdialog Start_01 element and select Exit States > Done.d) Left-click the Audio element to anchor the arrow.e) Right-click the Audio element and select Exit States > Done.f) Left-click the CVP Subdialog Return_01 element to anchor the flow arrow.



A call flow chart, similar to the following example, displays.

Figure 19: Call Studio - Creating customhelloworld Call Flow - Connections

Step 5 Configure the Audio Element: In this step, configure the Audio element for a verbal response, or, if you arenot using a TTS server for this exercise, skip to the next step to configure the Audio element for a .wav fileresponse.a) Select the Audio element block in the design window, as shown in the following figure.b) In the Element Configuration window (right-hand window), select the Audio (tab).c) Expand the Audio Groups tree to show Audio Groups > Initial > audio item 1.



d) With audio item 1 selected, the window fills out to display two boxes. In the TTS box, enter the text: Youare listening to a custom version of the helloworld voice application. Bye now.

Figure 20: Call Studio - Creating customhelloworld Call Flow - Audio Element

Step 6 If you are creating the non-TTS version of this exercise, complete the following substeps. Otherwise, skip tothe next step.a) Select the Audio element block in the design window, as shown in the following figure.b) In the Element Configuration window (right-hand window) select the Audio (tab).c) Expand the Audio Groups tree to showAudio Groups > Initial > audio item 1.d) Select audio item 1 to display the audio choices and entry boxes.e) Because you will enter a specific audio path in the URI box, deselect Use Default Audio Path.f) In the URI entry box, enter the location of the audio file on the media server using the media server IP

address.For example, enter: http://10.86.132.141:7000/CVP/audio/holdmusic.wav.



You will copy holdmusic.wav to this location in the next substep.

Figure 21: Call Studio - Creating customhelloworld Call Flow - Audio Element (Alternate)

g) Minimize the Unified Call Studio application, open a file browser and copy the file holdmusic.wavfrom C:\Cisco\CVP\OPSConsoleServer\GWDownloads toC:\Cisco\CVP\VXMLServer\Tomcat\webapps\CVP\audio.

h) Restore the Unified Call Studio application and continue with the next main step.

Step 7 Click the CVP Subdialog Return_01 element and in the Element Configuration window, for Caller Input,under Value, enter yes to indicate that you want a value returned when a caller interacts with thecustomhelloworld application.

A value is required for Caller Input. If you need additional support, see the Subdialog return -callerinput error.

Note

Step 8 In the Navigator panel (the panel with the tree structure), right-click customhelloworld (at the top of the tree)and select Validate.If there is a problem with the call flow logic, a Call Studio error message appears on the screen; otherwise, aValidation Successful message appears in the status bar at the bottom of the window.

Step 9 Click the Diskette icon, located at the top of the Unified Call Studio window, to save the application.

Related Topics

Create New Unified Call Studio Project, on page 56Subdialog Return - Caller Input Error, on page 165

Deploy Custom Unified Call Studio Application to FolderTo deploy the new application to a folder containing applications for the VXML server, complete the followingsteps:


Call Studio Custom Voice ApplicationDeploy Custom Unified Call Studio Application to Folder

This action converts the development files to run time format, and it copies the files to the file structure.It does not deploy (load) the application to the VXML Server, as the deploy operation is performedfollowing this task:

Note

Procedure

Step 1 In the Navigator panel of Unified Call Studio (top left), right-click customhelloworld and click Deploy.The Deploy Call Studio Project(s) window appears along with the message please enter a path to deployto.

The Folder entry is empty. The example in the following figure shows you the path required. See the nextstep to select this path.

Only supply the part of the folder path shown in the figure. The application is automatically placedin its own folder under VXMLServer\application.

Note

Figure 22: Call Studio - Deploy Voice Application

Step 2 In the Deploy Destination area, for Folder, click Browse and navigate to: C:\Cisco\CVP\VXMLServer.



Select VXMLServer from the browse tree and clickOK. This selection places the folder for this applicationunder the same folder as the existing HelloWorld VXML application.

Figure 23: Call Studio - Browse to Application's Deploy Destination



Step 3 Click Finish to deploy the application.Step 4 Close or minimize Call Studio and open My Computer in the all-in-one-box server and browse to:

C:\Cisco\CVP\VXML Server\applications\customhelloworld to see the deployed applicationfiles.

Figure 24: Verify the Custom Voice Application is on the VXML Server

Step 5 If you are continuing with the exercise now, leave this window open for the next task. You can skip DeployCustom Unified Call Studio Application to Folder, on page 61 and Deploy Custom Unified Call StudioApplication to Folder, on page 61.

Deploy Custom Unified Call Studio Application on VXML ServerAlthough customhelloworld has been deployed to the VXML Server file system, and you loaded a referenceto it onto the voice gateway running configuration (in Exercise #1), customhelloworld has not been deployedon the VXML Server. The application is not yet active on the server.

There are two ways to deploy the application: restart the VXML Server or use deployApp.bat.

The following steps explain how to use the .bat file to deploy an application.


Call Studio Custom Voice ApplicationDeploy Custom Unified Call Studio Application on VXML Server

Procedure

Step 1 Using a program such as VNC viewer, log in to the all-in-one-box server.Step 2 Open My Computer, browse to

C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin.Step 3 Open the admin folder. This folder contains .bat files for managing your VXML application. In this task, use

the deployApp.bat file to deploy the application to the VXML Server.For a description of all the .bat files, see the topics related to accessing the VXML Server administration batchfiles.

Step 4 Double-click the deployApp.bat file. When prompted "Are you sure?" respond y and press Enter. If youreceive a logger error message, you can ignore it.

Step 5 To verify that customhelloworld is deployed, doubleclick status.bat.The system displays the current status of the application. Its status should be running.

If there is an error message, see the trouble shooting section of the guide. For example, if the VXMLServer is not running, you will receive an error message and would refer to that section in the troubleshooting chapter. You can check the VXML Server status in the Operation Console using System >Control Center.

Note

Figure 25: Custom Voice Application status.bat Results

Step 6 Navigate back up the directory tree to the VXMLServer\admin level and double-click its status.bat file tocheck all the applications running on the VXML Server.The status at the VXML Server level should show that both the HelloWorld and customhelloworld applicationsare running.

Figure 26: status.bat - VXML Server Status


Call Studio Custom Voice ApplicationDeploy Custom Unified Call Studio Application on VXML Server

Related Topics

Access VXML Server Administrative Batch Files, on page 159

Test Custom Unified Call Studio Voice Application CallPlace a call into the system using one of the numbers you configured for the customhelloworld application.

If you have created the customhelloworld only for use in the comprehensive exercise, complete the othersteps in that exercise before you can place a test call.

Note

Procedure

Step 1 Dial the FXS number or the VoIP 700 number you used when you defined the route patterns.For each input:

• For FXS input: 7002221111

• For VoIP input: 7005551234

Step 2 Listen to the customhelloworld response.

Related Topics

Define Route Patterns, on page 27

Modify and Redeploy Updated customhelloworld Applicationas Non-TTS Exercise

This task assumes you completed the TTS version of customhelloworld and want to try the non-TTS version.

The following instructions duplicate the in-line, alternate instructions in the prior configuration task.Note

Complete the following tasks:

• Modify the Audio element

• Save and deploy the modified files through Call Studio

• Update (redeploy) the application to the VXML server using updateApp.bat

• Retest the application by making a call


Call Studio Custom Voice ApplicationTest Custom Unified Call Studio Voice Application Call

Procedure

Step 1 If necessary, access the Unified Call Studio.Step 2 For the non-TTS version of this exercise, complete the following substeps:

a) Select the Audio element block in the design window, as shown in the following example.b) In the Element Configuration window (right-hand window), select the Audio (tab).c) Expand the Audio Groups tree to show Audio Groups > Initial > audio item 1.d) With audio item 1 selected, the window fills out to display a URI entry box. Point to the location of the

audio file on the media server, using the server IP address (the all-in-one-box IP address). For example,enter: http://10.86.132.141:7000/CVP/audio/holdmusic.wav

Figure 27: Call Studio - Creating customhelloworld Call Flow - Audio Element (Alternate)

e) Be sure that Use Default Audio Path is deselected, so the application uses the path you just entered.f) Recommended: Leave the text in the TTS text box. The application first tries to play the .wav file. If the

application fails to locate the audio file, it then attempts to play the text. If it successfully plays the text,but not the audio file, then customhelloworld is working, but there is an error in the URI you entered, oryou did not copy the .wav file to the proper location (performed in a later step in this task).

Step 3 Right-click customhelloworld in the Navigator window and click Validate.Step 4 Beneath the design window, click the Call Studio Problems tab.

There should not be any problems shown; if there are, refer to the troubleshooting tips.


Call Studio Custom Voice ApplicationModify and Redeploy Updated customhelloworld Application as Non-TTS Exercise

Step 5 Click the diskette icon to save the project, or click File > Save.Step 6 Right-click customhelloworld in the Navigator window and click Deploy. The path for Folder should be:

C:\Cisco\CVP\VXMLServer. Enter this path in the Folder box, if necessary.Step 7 Click Finish to complete the deployment from Call Studio.Step 8 Minimize the Call Studio application and use My Computer or the File Explorer to browse to

C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin.Step 9 Double-click updateApp.bat to cause the VXML server to update its currently stored customhelloworld

application with the modified version.Step 10 Navigate to holdmusic.wav at C:\Cisco\CVP\OPSConsoleServer\GWDownloads and copy

the file to C:\Cisco\CVP\VXMLServer\Tomcat\webapps\CVP\audio.Step 11 Test the customhelloworld application by calling:

• For FXS input: 7002221111


A few seconds of gentle "hold" music plays, then the call ends automatically.

Related Topics

Start Unified Call Studio, on page 56Troubleshooting Tips and Techniques, on page 149


Call Studio Custom Voice ApplicationModify and Redeploy Updated customhelloworld Application as Non-TTS Exercise

C H A P T E R 9Unified CVP VXML Server Standalone Call FlowModel Reporting Exercise

This chapter provides instructions for the Unified CVP VXML server standalone call flow model reportingexercise.

• Unified CVP VXML Server with Reporting, page 69

• Identify and Set Up CVP Call Server, page 70

• Add Unified CVP Reporting Server to Operations Console, page 73

• Remove and Replace Existing Standalone VXML Server Definition, page 74

• View Added Server States, page 75

• Set Up VXML Server to Send Call Data, page 76

• Check Running Status of Servers and Restart VXML Server, page 76

• Place Call to Request Custom Voice Application, page 77

• Verify Reporting Server Receives VXML Event, page 78

• Add Reporting User, page 78

• Access cvp_data Informix Database Using Dbaccess, page 79

• Query cvp_data Database, page 80

Unified CVP VXML Server with ReportingThis exercise is a continuation of the earlier standalone exercises. It adds call reporting data using the built-inInformix database, and it also provides additional troubleshooting experience. The goal of this exercise is toconfigure Unified CVP to record data generated by calls requesting the customhelloworld application youcreated in the previous exercise and then examine that data.


Note • The built-in voice application HelloWorld does not generate complete reporting data. Instead, thisreporting exercise uses the customhelloworld application.

• Adding reporting to the all-in-one-box configuration requires a new configuration for the VXMLServer that references the call server. The call server acts as the interface between the VXML Serverand the reporting server. One of the tasks in this exercise explains how to remove the standalonedefinition of the VXML Server and replace it with a definition that includes the call server reference.Despite this change within the Operations Console, the reporting exercise is still a standaloneimplementation of Unified CVP because the voice browser (VXML gateway) interfaces directlywith the VXML Server. In this exercise, the call server is only used to pass the call flow data to thereporting server.

Related Topics

Standalone VXML Server Call Flow with Reporting, on page 9

VXML Server with Reporting Exercise PrerequisistesComplete the following prerequisites for this exercise:

• The VXML Standalone Server with Reporting exercise uses the Reporting Package, one of the installationselections. This package requires the Unified CVP hostname or Windows hostname for the server to be12 characters or less. In the example exercises, the server hostname is DOCCVP801. If the hostnamedoes not meet these requirements, the exercise still works properly and creates call reporting events.However, the reporting server does not write the data to the Informix database.

• Configure the server with the proper-sized drive to hold the minimum-sized Informix database.

• If you did not install the reporting package when you installed the software, rerun the Unified CVPinstallation and add the reporting component.

• Complete the two "VXML standalone" exercises and/or complete the Comprehensive call flow exerciseincluding customhelloworld creation and testing.

• Have password, IP address, and other data ready.

Related Topics

Required Exercise Dial Numbers and Access Information, on page 18Server Hardware and Software Requirements, on page 15Unified CVP Component Installation, on page 33

Identify and Set Up CVP Call ServerBefore you can configure the reporting server, you must configure the call server to communicate with thereporting server.

You need the following information to add the call server to the Operations Console:


Unified CVP VXML Server Standalone Call Flow Model Reporting ExerciseVXML Server with Reporting Exercise Prerequisistes

• Hostname of the call server. (For an all-in-one-box configuration, this is the same hostname as theUnified CVP server.)

• IP address of the call server. (For an all-in-one-box configuration, this is the same IP address as theUnified CVP server.)

See the required exercise dial numbers and access information you previously collected.

Note • Because this is an all-in-one-box configuration, the same server also hosts the reporting service,VXML service, and the call server service.

• If you have completed the Comprehensive Call Flow Model exercise, you have already added thecall server to the Operations Console, Proceed to the next task.

Complete the following steps to configure the call server.

Procedure

Step 1 Log in to the Unified CVP server as an administrator using a program such as VNC Viewer.Step 2 To start the Operations Console program, choose Start > Programs >Cisco Unified Customer Voice Portal

> Operations Console and log in to the Operations Console using the password you established when youinstalled the software.

Step 3 Select Device Management > Unified CVP Call Server and Click Add New.The Unified CVP Call Server Configuration window appears on the screen.

Figure 28: CVP Operations Console - Define the CVP Call Server

Step 4 Enter the following information:a) IP address of the call server (same as the all-in-one-box host).b) Hostname of the call server (same as the all-in-one-box host).c) If desired, enter a description such as All-In-One CVP Call Server.


Unified CVP VXML Server Standalone Call Flow Model Reporting ExerciseIdentify and Set Up CVP Call Server

d) Select the following Activate Services items: ICM, IVR, SIP.

Step 5 Click Next.An expanded Unified Call Server Configuration window appears with additional tabs.

Figure 29: CVP Operations Console - Define Additional Call Server Configuration Items

Step 6 Click Save & Deploy to accept the default value for the items in the other tabs, save the configuration, anddeploy the call server to the example installation.A successfully added to the network map message appears.

Step 7 Select System > Dialed Number Pattern.Step 8 Click Add New to add a dialed number pattern.

The Add New Dialed Number Pattern configuration page appears.

Step 9 In the Dialed Number Pattern field, enter each dialed number you configured for customhelloworld.Step 10 Click the Local Static Route check box.Step 11 In the IP Address / Hostname / Server Group Name field, enter the IP address of the voice gateway.

Examples used in the prior exercise:

• 7002221111 and 10.86.132.177

• 7005551234 and 10.86.132.177

Step 12 Click Save to save the dialed number pattern configuration.The Dialed Number Pattern list page appears.

Step 13 Repeat the Add New operation for each local static route that needs to be configured.Step 14 Click Deploy to deploy the dialed number pattern configuration to all configured Unified CVP Call Server

devices.A Deployment Started Message appears.


Unified CVP VXML Server Standalone Call Flow Model Reporting ExerciseIdentify and Set Up CVP Call Server

Related Topics


Add Unified CVP Reporting Server to Operations ConsoleCall data for all SIP and VoiceXML calls handled by the call server is stored in the reporting database. In thistask, you add the reporting server to the Operations Console and associate it with the call server so data canbe collected.

You need the required exercise dial numbers and access information you collected previously.

• Host name of the Call Server associated with the Reporting Server (the all-in-one-box server).

• Host name and IP address of the server on which the Reporting Database resides (the all-in-one-boxserver).

• The Reporting password you created during installation.

Procedure

Step 1 If necessary, start the Operations Console. See Unified CVP VXML Server Standalone Call Flow ModelExercise (HelloWorld), on page 39.

Step 2 Choose Device Management > Unified CVP Reporting Server.A window opens listing reporting servers.

Step 3 Click Add New.The Unified CVP Reporting Server Configuration window opens to the General tab.

Step 4 Enter the IP Address and Hostname for the reporting server and a description, if desired, (10.86.132.141 andccbu-doc-cvp-1 in this example).

Step 5 Associate the call server to the reporting server by selecting the call server hostname from the Available paneand clicking the right arrow icon to add the call server to the Selected pane.

Figure 30: CVP Operations Console - Add Reporting Server


Unified CVP VXML Server Standalone Call Flow Model Reporting ExerciseAdd Unified CVP Reporting Server to Operations Console

Step 6 If desired, examine the information in the other tabs. For this exercise, use the default values.Step 7 When you finish configuring the reporting server, click Save & Deploy to save the settings in the Operations

Server database and deploy the newly defined server.Note • If you previously completed only the standalone exercises, restart the Unified CVP server after

you replace the old, standalone version, of the VXML Server. Do not restart the server now.

• If you previously completed the comprehensive exercise, you have already replaced the VXMLStandalone Server. Restart the Unified CVP server now and then skip to the task to set up theVXML Server to send call data.

Related Topics

Required Exercise Dial Numbers and Access Information, on page 18Set Up VXML Server to Send Call Data, on page 76Unified CVP VXML Server Standalone Call Flow Model Exercise (HelloWorld), on page 39

Remove and Replace Existing Standalone VXML ServerDefinition

The VXML Server sends its call data to the reporting server through the call server. For this reason, you mustcreate a definition of the VXML Server in the Operations Console that includes its associated call server. Thestandalone VXML definition in the Operations Console does not include call server information. In thisexercise, you delete the old VXML Server definition and add a new one that identifies the associated callserver.

If you have completed the Comprehensive Call Flow Model exercise, you have already installed thisversion of the VXML Server. Skip this task.

Note

Complete the following steps to define the VXML Server that includes an associated call server.

Procedure

Step 1 Log in to the Operations Console.Step 2 The definition for the new VXML Server (non-standalone) uses the same IP address. Therefore, delete the

old definition.Select Device Management > Unified CVP VXML Server (standalone).

Step 3 At the Find, Add, Delete, Edit Unified CVP VXML Servers (standalone) window, select the radio buttonfor the VXML Server added in the earlier exercises, and click Delete. Confirm the deletion.

Step 4 Select Device Management > Unified CVP VXML Server.Do not select Unified CVP VXML Server(standalone).

Note


Unified CVP VXML Server Standalone Call Flow Model Reporting ExerciseRemove and Replace Existing Standalone VXML Server Definition

Step 5 At the Find, Add, Delete, Edit Unified CVPVXMLServerswindow, clickAddNew to display theUnifiedCVP VXML Server Configuration window.

Step 6 Enter the IP address and hostname for the VXML server. The Operations Console helps by displaying theprevious definitions. Use the same IP address and hostname as for the standalone definition you just deleted.This is the IP address and hostname of the all-in-one-box server/virtual server you are using for these exercises.

Step 7 For Primary Call Server, select the call server you defined earlier.Step 8 Click Save & Deploy.Step 9 SelectDevice Management > Unified CVP VXML Server and verify that the newly defined VXML server

Device Status is Configured.Step 10 Close the Operations Console.Step 11 You must restart the Unified CVP server before you can proceed to the next task.

Related Topics


View Added Server StatesWhen you select a device from the Device Management menu, the following information is listed about alldevices of that type that have been added to the Operations Console:

• Hostname - The host name of the device.

• IP Address - The IP address of the device.

• Device state - A device can be in one of two states: Configured or Invalid. A configuration can becomeinvalid if the device is reinstalled. To clear this state, edit the device and click Save & Deploy. For otherpossible causes and their solutions, see the troubleshooting tips section and to the Troubleshooting Guidefor Cisco Unified Customer Voice Portal document.

• Description - An optional text description for the device.

Complete the following steps to view the server states:

Procedure

Step 1 If necessary, start the Operations Console.Step 2 From the Device Management menu, select Unified CVP Call Server, Unified CVP Reporting Server,

and Unified CVP VXML Server one-by-one and verify that each server device status is configured.Step 3 If any server device state is Invalid, edit the server configuration and click Save &Deploy. This action should

reset the server state.

Related Topics

Sign In to All-in-One-Box Server and Start Operations Console, on page 40Troubleshooting Tips and Techniques, on page 149


Unified CVP VXML Server Standalone Call Flow Model Reporting ExerciseView Added Server States

Set Up VXML Server to Send Call DataComplete the next steps to configure the VXML Server to send call data to the reporting server.

Procedure

Step 1 From the Operations Console, select Device Management > Unified CVP VXML Server.Step 2 Click the radio button to the left of the server hostname and click Edit or click the Hostname link.Step 3 On the Configuration tab,confirm that the following functions are set to Yes.

a) Enable reporting for this VXML Serverb) Enable reporting for VXML application details

Step 4 In the Inclusive filters box, enter *.*.*.* to include all data.Step 5 When you finish configuring the reporting server, click Save & Deploy to save the settings and deploy the

reporting server.Step 6 Restart the all-in-one-box server.

Check Running Status of Servers and Restart VXML ServerIn this task, you examine the running status of the various servers from the Operations Console. As an exercise,you may also restart one of the servers from the Operations Console.

Procedure

Step 1 From the Operations Console, select System > Control Center.


Unified CVP VXML Server Standalone Call Flow Model Reporting ExerciseSet Up VXML Server to Send Call Data

The Control Center - Network Map window opens.

Figure 31: CVP Operations Console - Control Center - Network Map

The status of each server should be as shown in the preceding example. The call server status isPartial in the standalone exercises because a PG connection to ICM if not required. If you arecontinuing this exercise after completing the comprehensive exercise, the call server status shouldbe Up.

Note

Step 2 Optionally, perform the following steps to restart only the VXML Server:a) From the Control Center, select the VXMLServer radio button, click Shutdown, and confirm the operation.b) From the Refresh drop-down, select Every 30 Seconds and click Go.c) In about one minute, the Status for the VXML Server changes to Not Reachable. Reselect the VXML

Server, click Start, and confirm the operation.d) Its status should change to Up in about one minute.

Place Call to Request Custom Voice ApplicationPlace a call into the system to cause the call server to send call data to the reporting server.

You must use the dial number for customhelloworld. The predefined HelloWorld voice application createsminimal call data.

Note

Procedure

Step 1 Place a call requesting the customhelloworld application as follows:For each input:

• For FXS (POTS) input: 7002221111


Unified CVP VXML Server Standalone Call Flow Model Reporting ExercisePlace Call to Request Custom Voice Application


• For POTS or VoIP input for the comprehensive call flow model exercise: 7005557777.

Step 2 Listen to the customhelloworld response.You should immediately hear the message: You are listening to a custom version of the hello world voiceapplication. Or, if you created the .wav version of customhelloworld, the holdmusic .wav file plays.

Verify Reporting Server Receives VXML EventPerform the following steps to check the statistics for the reporting server.

Procedure

Step 1 From the Operations Console, select Device Management > Unified CVP Reporting Server.Step 2 Click the radio button to the left of the server hostname and click Edit.Step 3 Click Statistics.

The Reporting Server Statistics window displays VXML Events Received for the call (and for thecomprehensive exercise, SIP Events and IVR events as shown in the following example).

Figure 32: Reporting - Examine Reporting Server Statistics for Comprehensive Call

Step 4 Place another call and clickRefresh at the bottom right of the Reporting Server Statistics window. The VXMLEvents Received count increases.

Use the customhelloworld voice application for this test. The default, HelloWorld voice applicationdoes not generate complete report data.

Note

Add Reporting UserIn a non-test deployment, the reporting database administrator creates user accounts for people who need torun reports to access call data in the Informix DB.


Unified CVP VXML Server Standalone Call Flow Model Reporting ExerciseVerify Reporting Server Receives VXML Event

When you ran the setup .bat file, the system created the user cvp_dbadmin. You can use that user or createa new user. The exercise uses cvp_dbadmin.

To create a user, complete the following steps:

Procedure

Step 1 From the Operations Console choose Device Management > Unified CVP Reporting Server.The Find, Add, Delete, Edit Unified Reporting Servers window opens.

Step 2 Select the reporting server by clicking the link in its name field or by clicking the radio button above it andthen clicking Edit.The Edit Reporting Server Configuration window opens.

Step 3 Select the Database Administration menu in the toolbar, and then selectManage Reporting Users.TheManage Users window opens, listing the IP address and host name for the currently selected reportingserver.

Step 4 In the Manage Users pane, select Add User.Step 5 In the Username field, enter the name for the user.Step 6 In the Password field, enter a password for the new user.

The password must include upper and lower case letters and numbers. See the required exercise dialnumbers and access information you created earlier for the passwords you are using for these exercises.

Note

Step 7 In the Reconfirm Password field, retype the password.Step 8 In theDatabaseAdministrator Password field, enter theDatabaseAdministrator password that you established

when you installed the software.Step 9 Click Add to add the user.

The message User <name> successfully added as a reporting user appears on the screen.

Related Topics


Access cvp_data Informix Database Using DbaccessYou can use the supplied Dbaccess tool to query the cvp_data Informix database as explained in this task.

Some basic tips for using this character-based tool are:

• Your mouse does not work in this tool. Select menus and menu options using the first character of amenu or option, or, use the cursor arrow keys to make selections.

• Press Ctrl-w to obtain help for the specific menu or option currently selected.

• Exit an option or a menu level using the Exit selection.

• In the Query menu, typeU andEnter to open Notepad. Edit or paste in your query, and save it if desired.When you click X to close Notepad, the query script is automatically transferred to Dbaccess.


Unified CVP VXML Server Standalone Call Flow Model Reporting ExerciseAccess cvp_data Informix Database Using Dbaccess

Procedure

Step 1 Access the all-in-one-box server, as administrator, using a tool such as VNC Viewer.Step 2 Open a Windows command window: Start > Run.Step 3 Type dbaccess and click OK.Step 4 Connect to the cvp_data database:

a) Press c to select Connection.b) Press c again to select Connect.c) Select the highlighted database server by pressing Enter.d) At the USER NAME prompt, type cvp_dbadmin and press Enter.

The cvp_dbadmin user is created when you install the Unified CVPsoftware.

Note

e) Enter the password you created for reporting when you installed the software.f) At the SELECT DATABASE prompt, use the arrow keys to select the cvp_data<hostname> database,

and press Enter.The dashed line below the menu should now show the database name as in the following example.

Figure 33: Dbaccess - Connect to the cvp_data Database

Step 5 Select Exit to back up to the main menu and continue with the next task.

Query cvp_data DatabaseThis task continues with the use of the Dbaccess tool to create and run a database query.

For detailed information on the reporting, see the Reporting Guide for Cisco Unified Customer VoicePortal.

Note

Procedure

Step 1 From the top-level menu of Dbaccess, press q to select Query-language.Step 2 Press n to enter a new query (or u to use an editor).

See topics related to accessing the cvp data Informix database using Dbaccess for more information.


Unified CVP VXML Server Standalone Call Flow Model Reporting ExerciseQuery cvp_data Database

Step 3 Enter one of the following queries. PressEscwhen finished entering the query (or if in Notepad, exit to transferthe text to Dbaccess).

Query #1: Number of Call: This query shows the total number of calls made.Run the query. Make a call and rerun the query to see the call count increment.

Select count(callguid)From call

QUERY #2: Follow a Call through its Call Studio script:Run the next query to see basic information about the call; the elementname itemschange to reflect the call's progress through the Call Studio script.Press "N" to display the next set of elements in the progression.If you are running this query in conjunction with the comprehensive exercise,the last element displayed is "CVP Subdialog Return_01" which is the end of thescript and shows control returning to the ICM script.(a. b. and c. below are "table aliases")

SELECT a.callguid, a.callstartdate, a.dnis, b.appname, c.elementnameFROM call a, vxmlsession b, vxmlelement cWHERE a.callguid = b.callguidAND b.sessionid = c.sessionidAND a.callstartdate=today

Step 4 Press r to run the query.

Related Topics

Access cvp_data Informix Database Using Dbaccess, on page 79





C H A P T E R 10Comprehensive Call Flow Model Exercise

This chapter provides instructions for the Comprehensive call flow model exercise. The Comprehensive callflow model exercise emulates a simple Unified CVP test environment that incorporates the VXML Server,call server, and reporting server in a single all-in-one-box configuration.

• About Comprehensive Call Flow Model Exercise, page 83

• Comprehensive Call Flow Design Elements and Sections, page 85

• CVP Comprehensive Call Flow Exercise Prerequisites, page 86

• Section A: Ingress Gateway/Voice Browser Setup, page 87

• Section B: Unified CVP Setup for Unified ICM, page 94

• Section C: Peripheral Gateway Installation Between Unified CVP and Unified ICM, page 100

• Section D: Unified ICM Scripting Configuration for Unified CVP, page 125

• Section E: Unified CM Setup for Unified CVP VoIP Call Support, page 134

• Place Calls to Complete Main Exercise, page 134

• Call Transfer Addition to Exercise, page 135

• Reporting Element Addition to Exercise, page 137

About Comprehensive Call Flow Model ExerciseThis chapter provides instruction on how to perform the Comprehensive call flowmodel exercise. The overallgoal of this exercise is to provide experience with the Comprehensive call flow model in a simple UnifiedCVP test environment. The test environment incorporates the VXML Server, call server, and reporting serverin a single all-in-one-box configuration and uses a voice gateway with browser. The single box gatewayincorporates the elements needed for both the ingress gateway and the voice browser. The Unified ICMinstallation in this exercise is also a simplified all-in-one-box version suitable for a test environment.

The Comprehensive Call Flow Model exercise can be performed independently of the other exercises in thisguide, as the next task after completing the standalone exercises presented in the previous chapters.

For an explanation of the Comprehensive Call Flow Model, see the Configuration and Administration Guidefor Cisco United Customer Voice Portal.


Individual goals for this exercise include:

• Successfully complete a call that requests the Cisco built-in voice application, HelloWorld. Completethe call using either a standard analog phone connected to the gateway FXS port or a VoIP call usingUnified CM.

• Successfully complete a call that requests the custom voice application (customhelloworld) that youcreated using Unified Call Studio. If you have not created this application, see the Comprehensive callflow exercise prerequisites.

• Extend the basic customhelloworld Unified ICM script to transfer the call to another phone.

• Use the reporting server, included with the Unified CVP installation, to place call data into the cvp_dataInformix database and retrieve that data.

Cisco recommends that you complete the standalone exercises before doing this exercise. The earlierexercises provide important configuration and troubleshooting information and experience.

Note

Related Topics

Unified CVP Comprehensive Call Flow, on page 11Comprehensive Call Flow Design Elements and Sections, on page 85CVP Comprehensive Call Flow Exercise Prerequisites, on page 86


Comprehensive Call Flow Model ExerciseAbout Comprehensive Call Flow Model Exercise

Comprehensive Call Flow Design Elements and SectionsThe following descriptions and diagram present the various systems that work together to create thecomprehensive call flow environment for this exercise. To help you better follow the configuration tasks, thetasks are grouped according to the elements you are adding to the exercise as shown in the diagram.

Figure 34: Unified CVP Comprehensive Flow Model Example

The elements, indicated by the letters in the diagram, are:

• A - Voice Gateway (Ingress Gateway/Voice Browser). For this exercise, the two subsystems are hostedon a single platform. The gateway configuration required for this exercise consists of modifications tothe gateway running configuration file.

• B - CVP Servers (VXML server, call server, and reporting server). The various servers are hostedon a single platform called an all-in-one-box configuration. They are identified and configured usingthe Operations Console. The reporting database can also be installed as part of the Unified CVPinstallation. There are several setup tasks included in Section B of the exercise instructions.

• C - CVP to ICM Peripheral Gateway. This gateway connects Unified CVP to Unified ICM throughthe Unified CVP call server.

• D - ICM. In the comprehensive call flow model, Unified ICM handles the call, routing the call andsending the requests it generates for IVR functions to Unified CVP. Configuration includes all elementsof Unified ICM that must interact with Unified CVP.

• E - Unified CM. The Unified CM provides VoIP interconnection. It interfaces directly with UnifiedCVP and the voice gateway.

To configure each of the preceding elements, see the corresponding configuration tasks in this chapter. Forexample, to configure the voice gateway, see the Section A.


Comprehensive Call Flow Model ExerciseComprehensive Call Flow Design Elements and Sections

CVP Comprehensive Call Flow Exercise PrerequisitesBe sure you complete the following prerequisites before continuing with this exercise:

• Hardware requirements include setting up the gateway and the all-in-one-box server or virtual server.

• Required exercise dial numbers and access information.

• Prerequisite tasks before installing the Unified CVP software.

• ICM installation as an all-in-one-box ICM test installation - ready to configure. See the InstallationGuide for Cisco Unified ICM/Contact Center Enterprise & Hosted.

• Trunk and route pattern information in Unified CM. These settings are required for VoIP calls, and,because the ingress gateway translates POTS calls to VoIP, trunk and route pattern information is alsorequired for POTS calls in the comprehensive exercise.

• If you did not perform the previous exercises, install the Unified CVP software package, including theReporting package, if desired.

Creating the customhelloworld

It is best to create customhelloworld as part of the standalone exercises, so you can test it in a simplerenvironment. However, you can create the voice application as part of the comprehensive exercise.

• As part of the exercise prerequisites, install Call Studio now.

• In this comprehensive exercise, you will be instructed to create and deploy a custom voice applicationcalled customhelloworld that you created using Call Studio.

There are two versions of customhelloworld: one that uses a TTS server, and one thatuses a .wav file. Instructions are provided to create either version of customhelloworld,or to modify the TTS version if you have already created it and want the .wav version.Stop after you create the application. You will test the application after you completethe comprehensive exercise setup.

Note

Related Topics

Call Studio Custom Voice Application, on page 55Exercise Modification for VoIP Phones Using Unified CM, on page 23Modify and Redeploy Updated customhelloworld Application as Non-TTS Exercise, on page 66Prerequisite Tasks Before Unified CVP Software Installation, on page 20Required Exercise Dial Numbers and Access Information, on page 18Server Hardware and Software Requirements, on page 15Unified Call Studio Installation, on page 53Unified CVP Component Installation, on page 33


Comprehensive Call Flow Model ExerciseCVP Comprehensive Call Flow Exercise Prerequisites

Section A: Ingress Gateway/Voice Browser SetupIn a production environment, you may decide to place the ingress gateway and the voice browser (VXMLGateway) on separate hosts for greater throughput, extensibility, or failover protection. However, thecomprehensive exercise in this chapter is designed to use a minimum amount of equipment. The ingressgateway and the voice browser are combined into a single gateway. (It can be the same voice gateway usedin the standalone exercises.)

The tasks in this sub-section are required to set up the gateway. The basic tasks are:

• If you performed the standalone exercises, restore the modified gateway running configuration to itsbaseline configuration.

• Log in to the Operations Console, register the gateway, verify that the Operations Console can reachthe gateway, and copy all required files from the Unified CVP installation to the gateway.

• Create a custom template and use the Operations Console to push the configuration to your gateway.

These basic tasks are presented as detailed tasks in this section.

Restore Gateway Running ConfigurationIf you completed the previous exercises, your gateway current running configuration contains many commandsapplicable to the standalone call model. However this could get confusing if you also add the pieces neededfor the comprehensive exercise. Also, the earlier commands would generate error messages as you attemptto add similar or identical items to the configuration file for the comprehensive exercise.

For this reason, it is helpful to revert to your original, working gateway configuration before adding thechanges for this exercise.

To create a configuration that contains only the modifications needed for the comprehensive exercise, firstrestore the running configuration to its original, pre-exercise state using the following procedure:

Procedure

Step 1 Telnet to the voice gateway and log in as follows:a) From the Windows taskbar, select Start > Run.

The Run window opens.

b) In the Run window, enter: telnet <GatewayIP> and click Ok.Where: <Gateway IP> is the IP address of the voice gateway you are using for these exercises.

The User Access Verification window opens.

c) Enter the password for the gateway.The hostname prompt for the gateway opens. Example:MyGateway

Step 2 You must be in enable mode to copy the gateway configuration. At the gateway hostname prompt, enter enand press Enter. Then enter the password you established for your gateway enable mode.


Comprehensive Call Flow Model ExerciseSection A: Ingress Gateway/Voice Browser Setup

The prompt changes to the gateway hostname followed by a # sign. Example:MyGateway#

Step 3 If you have changed the gateway startup configuration, first restore it from a saved configuration file asfollows:a) Type copy <saved_config> startup and press Enter.

Where: <saved_config> is the name of a file that contains your original, simplified, working gatewayconfiguration. (No file extension is needed for this command.)

b) At the display Destination filename [somefilename] press Enter to confirm the filename and action.The system responds with a confirmation message.

Step 4 To make the running configuration the same as the restored startup configuration, reload the gateway byentering and confirming the reload command:a) Type reload and press Enter.b) Respond to the prompt. Type y and press Enter.

Sign In to All-in-One-Box Server and Start Operations ConsoleIn this task, log in to the Operations Console as a pre-step for identifying the gateway to CVP.

Note • Use the following steps whenever needed throughout this exercise to log in to the all-in-one-boxserver and start the Operations Console.

• The following steps use VNC Viewer to access the Operations Console; you can also log in to theconsole using your browser with an address such as: http://10.86.132.141:9000/oamp(where the IP address is the IP of the all-in-one-box server). However, the exercises use VNCViewerbecause you will likely perform other tasks such as executing a batch file or restarting the server.

Procedure

Step 1 Using a program such as VNC Viewer, log in to the server or virtual server that has Unified CVP installed.The main Windows 2008 screen opens.

Step 2 To start the Operations Console program, choose Start > Programs >Cisco Unified Customer Voice Portal> Operations Console.


Comprehensive Call Flow Model ExerciseSign In to All-in-One-Box Server and Start Operations Console

You may receive a prompt to confirm the security certificate. Click OK, if necessary, to continue. The CiscoUnified Customer Voice Portal Login window displays.

Figure 35: CVP Operations Console - Login Window

Step 3 Log in to the Operations Console as administrator using the password you established when you installed theUnified CVP product.The Cisco Unified Customer Voice Portal (Operations Console) window opens.

Figure 36: CVP Operations Console - Main Window


Comprehensive Call Flow Model ExerciseSign In to All-in-One-Box Server and Start Operations Console

Add Voice Gateway to Operations ConsoleThis task identifies the voice gateway to the Operations Console for management and enables you to transferfiles to the gateway.

If you have completed the standalone exercises, you have already added the gateway and verified accessto it from the Operations Console. Unless you are using a different gateway for the comprehensive exercise,skip to the task to transfer the required gateway scripts and .wav files to the gateway.

Note

Procedure

Step 1 In the Operations Console, click Device Management > Gateway > Add New.The Gateway Configuration window opens.

Figure 37: CVP Operations Console - Add Ingress Gateway

Step 2 From the required exercise dial numbers and access information you recorded earlier, enter the followinginformation:

• IP address of the ingress gateway

• Gateway hostname

• Gateway device type (enter using the drop-down window)

• Login username for the gateway (if your gateway requires a username; some do not)

• User password for the gateway (the password for a monitor-level user)

• Enable password for the gateway (the administrator-level password)


Comprehensive Call Flow Model ExerciseAdd Voice Gateway to Operations Console

Step 3 Verify that the Operations Console can reach the gateway using the information you entered as follows:a) Click Test Sign-in.

After a short time you should receive the Test Sign-in Successful message.

If you do not receive this message, recheck the IP address, hostname, username, and passwords you entered.

Step 4 Click Save.A confirmation window opens, showing the IP address and hostname of the gateway you added.

Step 5 (Optional) If you need to check the gateway software version, click Device Management > Gateway >click the entry for the gateway > IOS Commands > Show Version.The version information is displayed in the first line of the results.

Related Topics

Required Exercise Dial Numbers and Access Information, on page 18Transfer Gateway Scripts and .wav Files to Gateway, on page 91

Transfer Gateway Scripts and .wav Files to GatewayUse the following steps to transfer required files to the voice gateway.

Alternately, you can:

• Transfer the files from the Unified CVP product CD directly to the gateway.

• Place the files on your FTP server (from the CVP CD) and use TFTP to transfer the files using the FTPcommand line interface.

Procedure

Step 1 Log in to the Operations Console.Step 2 Click Bulk Administration > File Transfers > Scripts and Media.Step 3 In the Device Association panel, select Gateway from the Select Device Type drop-down list.Step 4 From the Available box, use the right arrow to move the gateway you identified to the Selected box.Step 5 In the Script andMedia Files panel, select theDefault Gateway Files radio button. Then select the following

files to transfer:If you performed the standalone exercises, you have already transferred critical_error.wav,cvperror.tcl, and ringtone.tcl.

Note

• bootstrap.tcl

• bootstrap.vxml

• critical_error.wav

• cvperror.tcl

• handoff.tcl

• recovery.vxml


Comprehensive Call Flow Model ExerciseTransfer Gateway Scripts and .wav Files to Gateway

• ringback.wav

• ringtone.tcl

• survivabilty.tcl

Step 6 Click File Transfer Status to monitor the progress of the transfer. (Click Refresh as necessary to refresh thestatus display.)

Step 7 Leave the Operations Console open; you will use it in the next task.

Related Topics


Copy Configuration Changes to Operations ConsoleIn this task you bring the modified template into the Operations Console.

There are two ways to perform this task.

• You can copy the file to the system that is running the Operations Console, and then ause the AddTemplate feature to add the template.

• You can create a template in the Operations Console by copying an existing template, and then pastingyour configuration over the lines in the template copy to create a new version of the copied template.This is the method used in the following steps.

Procedure

Step 1 Open the Operations Console you are using for this exercise and select: System > IOS Template > IOSTemplate Management.

Step 2 Select any of the sample templates and click Copy.Step 3 Provide a name and description for the new template. For example:

Comprehensive Example.tptComprehensive Getting Started Exercise

Step 4 Check the check box Enable template modification.Step 5 Highlight and delete all the contents of the template.Step 6 From Notepad (or the editor you used), copy the entire sample template you modified, and then paste the

contents into the empty template file in the Operations Console.Step 7 In the Operations Console click Save to save a new template based on the example configuration.

Use a similar process to convert a saved gateway configuration to a template you can use within theOperations Console. Be sure to add the two required lines at the top of the template:

Note

! Customer Voice Portal 8.0(1) IOS Templateconf t


Comprehensive Call Flow Model ExerciseCopy Configuration Changes to Operations Console

Push Configuration Changes to Gateway and Verify SuccessIn this task you use the Operations Console to update the gateway configuration from its existing running-configto the template configuration you created for the comprehensive getting started exercise.

Procedure

Step 1 From the Operations Console select: System > IOS Configuration > IOS Template Deployment.Step 2 From the Select Template dropdown, select the template you just created.Step 3 In the Associate Gateway(s) pane, select the gateway you previously added to the Operations Console for

this exercise, and click the right arrow button.Step 4 Click Preview and Deploy. See the template previewed with the message The IOS Template is valid and

ready for Gateway deployment.The validation process only checks for proper template variables; It does not check the gatewayconfiguration syntax. There are no variables in the template for the standalone exercises.

Note

Step 5 Scroll down and click Deploy, then verify the command.The following message appears The IOS Template deployment has started. For detailed information, selectthe Deployment status button.

Step 6 Click the Deployment Status icon.Step 7 The Deployment Status window opens showing the status as In Progress. Wait one minute and clickRefresh

to determine if the deployment is complete (status is Success).If the status is Failed, click the status link and examine the message details. The line causing theerror will be the last line in the status message.

Note

Once the Success status displays, continue to the next step.

Step 8 From the Operations Console, select Device Management > Gateway and double click the link for thegateway you added.

Step 9 Select IOSCommands > Show running-config and verify that the new configuration includes the commandsyou just pushed from the Operations Console.

If you need to roll the gateway configuration back to its prior configuration (one level of rollbackonly is supported), select: System > IOSConfiguration > IOSTemplate Deployment >DeploymentStatus. Select the gateway, and then click Rollback.

Note

Save New Running Configuration to Startup Configuration FileIn this task, save the new, combined running configuration as a new startup configuration.

This procedure assumes that you have already saved your original startup configuration. If you have notsaved the original startup-config file (or saved your original running configuration), you are urged to dothat first.

Note


Comprehensive Call Flow Model ExercisePush Configuration Changes to Gateway and Verify Success

Procedure

Copy the running configuration to the startup configuration file to save in NVRAM (in case the Gatewayreboots). At the command prompt:Type copy running-config startup-config and press Enter.

Or

Type just: copy running startup and press Enter.

Press Enter at the verification prompt.

Related Topics

Back Up Existing Voice Gateway Running Configuration, on page 47

Section B: Unified CVP Setup for Unified ICMIn the Comprehensive call flow model, the gateway sends the call request to the call server instead of directlyto the VXML Server. Complete the following tasks to set up Unified CVP for use with Unified ICM.

Identify and Setup Call Server in Operations ConsoleYou will need the following information to add the call server to the Operations Console:

• Hostname of the call server (For an all-in-one-box configuration, this is the same hostname as for theall-in-one-box server).

• IP address of the call server (For an all-in-one-box configuration, this is the same IP address as for theUnified CVP server).

See the required exercise dial numbers and access information you recorded previously.

Because this is an all-in-one-box configuration, the same server also hosts the reporting service, VXMLservice, and the call server service.

Note

Complete the following steps to configure the call server.

Procedure

Step 1 If the Operations Console is not already running, log in to the Unified CVP server as an administrator usinga program such as VNC Viewer.

Step 2 To start the Operations Console program, select Start > Programs > Cisco Unified Customer Voice Portal> Operations Console and log in to the Operations Console using the password you established when youinstalled the software.

Step 3 Select Device Management > Unified CVP Call Server and Click Add New.


Comprehensive Call Flow Model ExerciseSection B: Unified CVP Setup for Unified ICM

The Unified CVP Call Server Configuration window appears.

Step 4 Enter the following information:a) IP address of the call server (same as the all-in-one-box host).b) Hostname of the call server (same as the all-in-one-box host).c) If desired, enter a description such as All-In-One CVP Call Server.d) Select the following Activate Services items: ICM, IVR, SIP.

Figure 38: CVP Operations Console - Define the CVP Call Server

Step 5 Click Next.An expanded Unified Call Server Configuration window opens with additional tabs.

Figure 39: CVP Operations Console - Define Additional Call Server Configuration Items

Step 6 Select the ICM tab and verify that the VRU connection port is 5000 (the default port number).Step 7 Click Save &Deploy to accept the default values for the items in the other tabs, save the configuration, and

deploy the call server to the example installation.


Comprehensive Call Flow Model ExerciseIdentify and Setup Call Server in Operations Console

You receive a message that certain fields have changed. Click OK to continue.

A successfully added to the network map message, similar to the following example, appears:

Figure 40: Unified CVP Operations Console - Call Server Successfully Added

Step 8 Select System > Dialed Number Pattern and click Add New to add a dialed number pattern.The Add New Dialed Number Pattern configuration page appears.

Step 9 In the Dialed Number Pattern field, enter each dialed number you configured for customhelloworld.The > character indicates any additional digits. For example, 9191 can be entered as 91>, and 9292 can beentered as 92>. Using this pattern matching convention enables the numbers to match their intended targets,even after the system adds additional identifying digits during the call handling process.

Step 10 Check the Enable Local Static Route check box.Step 11 In the IP Address/Hostname/Server Group Name field, enter the IP address of the voice gateway.

DescriptionAddress DescriptionIP Address / Hostname /Server Group name

Dialed Number Pattern

This entry matches theringtone.tcl dial peer inthe gatewayconfiguration. It providesthe sound of the ringingphone after you dial theexercise test number.

Ingress gateway IPaddress

10.86.132.17791>

This entry matches thecvperror.tcl dial peer inthe gatewayconfiguration. It provideserror handling.


10.86.132.17792>

This entry will match theVRU label you establishlater in ICM. It is used topass incoming calls toICM. The ">" indicatesany additional digits afterthe "123456789" and isadded because additionaldigits are added to thelabel by ICM.


10.86.132.177123456789>



DescriptionAddress DescriptionIP Address / Hostname /Server Group name

Dialed Number Pattern

This entry identifies a setof phones where theUnified CM can send theexercise test call to. Inthis test setup, you sendthe call to a phone with anextension beginning with40. The 40> entry willmatch any phone numberthat begins with 40. TheIP address should be theUnified CM server youare using for this exercise.If you are sending the callto a different phonenumber, use that numberinstead of 40>.

Unified CM10.86.132.14240>

Step 12 Click Save to save the dialed number pattern configuration.The Dialed Number Pattern list page displays.

Figure 41: Dialed Number Pattern List Page

Step 13 Repeat the Add New operation for each local static route that needs to be configured.Step 14 Click Deploy to deploy the dialed number pattern configuration to all configured Unified CVP Call Server

devices.



A Deployment Started Message appears.

Step 15 Leave the Operations Console open for the next task.

Related Topics


Add Unified CVP VXML Server to Operations ConsoleComplete the following steps to identify, configure, and deploy the VXML Server.

If you completed the previous Unified CVP VXML Server with Reporting exercise, you have alreadyadded a non-standalone VXML server. Skip to the next task to create and deploy the customhelloworldvoice application.

Otherwise, if you previously added a standalone VXML Server, you must delete it because the newdefinition uses the same IP address. Complete the following steps.

Note

Procedure

Step 1 Log in to the Operations Console.Step 2 If you created a standaloneVXMLServer (for the previous exercises) and have not yet deleted it, the definition

for the new VXML Server (non-standalone) uses the same IP address. Therefore you must delete the oldVXML Standalone definition. Complete the following substeps to delete the VXML standalone instance.

If the standalone instance does not exist, or is already deleted, skip to the nextstep.

Note

a) Select Device Management > Unified CVP VXML Server (standalone).b) At the Find, Add, Delete, Edit Unified CVP VXML Servers (standalone) window, select the radio

button for the VXML Server added in the earlier exercises and click Delete. Confirm the deletion.Once the standalone VXML Server is deleted, continue to the nextstep.

Note


Comprehensive Call Flow Model ExerciseAdd Unified CVP VXML Server to Operations Console

Step 3 If you have not added a non-standalone VXML Server to the all-in-one-box configuration, select DeviceManagement > Unified CVP VXML Server (not the standalone selection).

Step 4 At the Find, Add, Delete, Edit CVP VXML Servers window, click Add New to display the Unified CVPVXML Server Configuration window.

Step 5 Enter the IP address and hostname for the VXML Server. This will be the IP address and hostname of theall-in-one-box server/virtual server you are using for these exercises.

Step 6 Enter a description such as CVP VXML Svr NOT Standalone.Step 7 For the Primary Call Server, select the call server from the drop-down list.

Figure 42: CVP Operations Console - Add Non-standalone VXML Server

Step 8 Click Save & Deploy.A confirmation message appears requesting to restart the call server.

Step 9 SelectDeviceManagement >Unified CVPVXMLServer and verify that the newly defined VXML ServerDevice Status is Configured.

Step 10 Close the Operations Console.Step 11 You must restart the Unified CVP server before you can proceed to the next task. Click Start > Shutdown

> Restart and enter a comment such as must restart call server to deploy.

Related Topics

Create and Deploy customhelloworld Voice Application, on page 99Sign In to All-in-One-Box Server and Start Operations Console, on page 40

Create and Deploy customhelloworld Voice ApplicationNow you have configured Unified CVP to the point that you can create and deploy the customhelloworldapplication.


Comprehensive Call Flow Model ExerciseCreate and Deploy customhelloworld Voice Application

If you have already created and deployed customhelloworld for the standalone exercises, you only needto deploy the custom Call Studio application to the new VXML Server.

Note

Procedure

Step 1 If you have not installed Unified Call Studio, install it now.Step 2 Create and deploy the customhelloworld voice application.

There are two versions of customhelloworld: one that uses a TTS server and one that uses a .wavfile. Instructions are provided to create either version of customhelloworld, or to modify the TTSversion if you have already created it and want the non-TTS .wav version.

Note

Stop after you create the application. You will test the application after you complete the comprehensiveexercise setup.

Related Topics

Unified Call Studio Custom Voice Application Additions, on page 55Deploy Custom Unified Call Studio Application on VXML Server, on page 64Modify and Redeploy Updated customhelloworld Application as Non-TTS Exercise, on page 66Unified Call Studio Installation, on page 53

Section C: Peripheral Gateway Installation Between UnifiedCVP and Unified ICM

On the all-in-one-box server, using the ICM software, install a Peripheral Gateway between Unified CVP andUnified ICM.

Installing and configuring a Peripheral Gateway that interfaces between Unified CVP and Unified ICMinvolves the following tasks:

• Examine the Unified ICM installation and verify that enough PG places are allocated.

• Add the PG to the Unified ICM Configuration Manager to obtain a PG ID.

• Install the PG on the all-in-one-box server.

• Define the VRU on the Unified ICM system.

• Set the newly defined VRU as the default VRU within the Unified ICM system.

Verify Enough PG Places Allocated On Unified ICMIn this task, run the Unified ICM setup program and verify that the proper number of spaces are allocated forPGs.


Comprehensive Call Flow Model ExerciseSection C: Peripheral Gateway Installation Between Unified CVP and Unified ICM

Procedure

Step 1 Log in to the server that is hosting Unified ICM using a tool such as VNC Viewer.Step 2 To run the setup program, click Start > Run, and enter icmsetup in the text box, and then click OK.Step 3 Respond no to the security hardening prompt.Step 4 Examine the Cisco ICM Setup initial window. Write down the name of the ICM Instance shown in the ICM

Instances pane. Later, you must create an instance with the same name. The "instance" used in this exerciseis icm.

Figure 43: ICM Setup - Check Number of Allocated PG Slots

Step 5 Optionally, deselect Prompt for Security Hardening. Security hardening is not used in this exercise.Step 6 The Instance Components pane fo the Cisco ICM Setup window, select RouterA and then click Edit.

If you previously started the ICM RouterA service, the program prompts you to stop the service.Respond Yes to shut it down.

Note


Comprehensive Call Flow Model ExerciseVerify Enough PG Places Allocated On Unified ICM

The Router Properties window opens.

Step 7 Click Next twice to open the following Device Management Protocol Properties window.

Figure 44: ICM - Check Range of PGs That Can Be Used

Step 8 In the Peripheral Gateway Devices box, be sure you have at least 2 devices indicated. If not, enter 1-2 in thisbox, indicating that Unified ICM should use PGs in the range 1 through 2.

If you are using the Unified ICM installation for other purposes and require additional PGs, adjustthe number in the Peripheral Gateway Devices box accordingly, to ensure that you have 2 PGs forthis exercise. Be sure to enter a range, not a single digit.

Note

Step 9 Click Next until you see the summary screen. On the summary screen, click Next, and allow the system toperform its configuration.

Step 10 Select Yes, start the ICM Node Manager and click Finish to complete the setup wizard.Step 11 Click Exit Setup to close the setup window.

Define Voice Response Unit (VRU) on Unified ICMIn this task, you define the Voice Response Unit on the Unified ICM system. Use the values listed in thefollowing steps. The VRU name is needed when you define the peripheral gateway, later in this section.


Comprehensive Call Flow Model ExerciseDefine Voice Response Unit (VRU) on Unified ICM

Procedure

Step 1 Log in to the Unified ICM server using a program such as VNC viewer.Step 2 On the server, double-click the ICM Admin Workstation icon to open the workstation interface.

The workstation folder opens displaying a number of management tools.

Step 3 Double-click Service Control and verify that the following services are running:

• Cisco ICM icm Distributor

• Cisco ICM icm LoggerA

• Cisco ICM icm RouterA

These services must be running before you can open the ICM Configuration Manager. If necessary, select theservices that are not running and click Start. Wait a few seconds after all services are started.

Step 4 Close the Service Control window.Step 5 For convenience, right click the Configuration Manager selection in the Unified ICM Admin Workstation

folder and send its icon to the desktop. You can now close the workstation.Step 6 Double-click the Configuration Manager icon on the desktop.

The Configuration Manager window opens and displays a compacted tree structure.

Step 7 From the Configuration Manager, choose Tools > Explorer Tools >Network VRU Explorer (double click).Step 8 On the Network VRU Explorer window, clickRetrieve. This action displays theAdd Network VRU button.

Click this button to display the Network VRU configuration tabs.Step 9 ON the Network VRU tab, add a VRU definition using the following values:

• Name: Type10_CVP_VRU

• Type: Type 10 (from the drop-down list)


Comprehensive Call Flow Model ExerciseDefine Voice Response Unit (VRU) on Unified ICM

• Description: CVP VRU for Comprehensive Ex

Figure 45: ICM - Create Type 10 VRU Name

Step 10 Click Save. The VRU name you just added should display in the tree on the left side of the Network VRUExplorer window.

Step 11 Minimize the Network VRU Explorer tool. Once you define a routing client, you will access this tool againto add a label to the VRU definition.

Add PG to ICM Configuration Manager and Obtain PG IDAdd the PG to the ICM Configuration Manager to obtain a PG ID. You will need this ID to install the instanceof the PG when you perform the next task.

Procedure

Step 1 Double-click the Configuration Manager icon on the desktop, if necessary, to open the ConfigurationManager.The Configuration Manager window opens and displays a compacted tree structure.

Step 2 In the ICM Configuration Manager, select Configure ICM > Peripherals > Peripheral > PG Explorer(double-click).

Step 3 Click Retrieve to activate the Add PG button at the bottom of the window.Step 4 Click Add PG to display the Logical Controller tab entry pane.Step 5 In the Logical Controller tab panel, enter the following information:

a) Name: CVPPG (PG identifying name for this exercise).b) Client Type drop-down: VRU and then click Save.


Comprehensive Call Flow Model ExerciseAdd PG to ICM Configuration Manager and Obtain PG ID

c) After you save the definition, the top portion of the Logical Controller tab displays the Logical ControllerID and the Physical Controller ID for this logical controller (5000 for each value in the following example).Write down the value of the Logical Controller ID.

Figure 46: ICM Configuration Manager - PG Logical Controller ID

Step 6 When you save the CVPPG definition, the system adds a peripheral with the same name (CVPPG_1 in thisexample) and opens a multi-tab configuration window. (If the window does not open, select the CVPGP_1object in the tree.)

If you need to add the peripheral manually, click Add Peripheral (bottom left of the main windowbelow the PG tree).

Note

Step 7 On the Peripheral tab of the multi-configuration window, selectEnable post routing (bottom of the window).

Figure 47: ICM Configuration Manager - Add PG and Get ID



Step 8 Write down the number of the Peripheral ID (5000 in the preceding example).Step 9 On the Routing Client tab, enter a name for the routing client. In this example use CVP_RC.

Figure 48: ICM Configuration Manger - Routing Client Label for PG

Step 10 On the Advanced tab, for Network VRC, select Type10_CVP_VRU, the VRU that you configured earlier.

Figure 49: ICM Configuration Manager - Configure PG



Step 11 Click Save to save the configuration.Step 12 Click Close to close the explorer.

Related Topics

Define Voice Response Unit (VRU) on Unified ICM, on page 102

Add Label to VRUIn this task, you access the VRU definition you previously defined (Type10_CVP_VRU) and create a labelfor it. This label requires the name of the routing client (defined in the task to add the PG to the ICMConfiguration Manager), which you can choose from a drop-down list.

Complete the following steps to define the VRU Label.

Procedure

Step 1 Reopen the minimized Network VRU Explorer tool, if it is closed. And from the Configuration Manager.select Tools > Explorer Tools > Network VRU Explorer.

Step 2 If necessary, click Retrieve to display the defined VRUs.Step 3 Select the VRU you just added (Type10_CVP_VRU) and click Add Label (button at the bottom left of the

window).The Label tab appears.

Step 4 For the Routing Client, select the client you created previously (CVP_RC in this example). Enter a label of1234567890 and click Save and then Close.

Figure 50: ICM - Create Type 10 VRU Label

Set Default Voice Response Unit (VRU)In this task, you identify the Voice Response Unit, defined in the previous step, to Unified ICM using theConfiguration Manager.


Comprehensive Call Flow Model ExerciseAdd Label to VRU

Procedure

Step 1 If necessary, access Unified ICM and start the services needed for the Configuration Manager.Step 2 Double-click the Configuration Manager icon on the desktop (or select it from the Admin Workstation).

The Configuration Manager window opens and displays a tree structure.

Step 3 Select Tools >Miscellaneous Tools > System Information (double click).The System Information window appears.

Step 4 In the VRU section, select the name of the VRU that you previously established.In this example: Type10_CVP_VRU

Figure 51: ICM Configuration Manager - Identify the Default VRU

Step 5 Click Save and then click Close to exit the window.


Comprehensive Call Flow Model ExerciseSet Default Voice Response Unit (VRU)

Related Topics


Install PG on Unified CVPIn this task, you use the icmsetup program (on the Unified ICM CD/DVD) to set up a peripheral gateway onthe Unified CVP server.

The peripheral gateway that connects Unified CVP and Unified ICM resides on the Unified CVP server. Youwill need the required exercise dial numbers and access information you recorded previously:

• Unified ICM Instance name you used when you ran icmsetup to initially set up Unified ICM on theserver. You must use this same Unified ICM instance name when you set up Unified ICM on the UnifiedCVP server using the following steps. In the example, the instance name is: icm.

• The controller domain name you used when you set up Unified ICM. This is the Microsoft ActiveDirectory domain name you created for the router/logger. In the example it is: ccbu-doc-ad.cisco.com.

Procedure

Step 1 Using a tool that can run Cisco ICM Setup from a DVD or .iso file, such as VMware Infrastructure Client,log in to the server that is hosting Unified CVP (not Unified ICM). In this example, the IP address is10.86.132.141.


Comprehensive Call Flow Model ExerciseInstall PG on Unified CVP

If you have previously installed a PG on this server, you do not need the Unified ICM CD/DVD. Inthis case, use VNC Viewer to access the Unified CVP server and run icmsetup. Select Start > Runand enter icmsetup in the text box, and click OK.

Note

Step 2 On the Unified CVP server, open theUnified ICMCD/DVDmedia, or connect to the Unified ICM installation.iso file, and run setup.exe (or right click the drive and click autoplay).

Step 3 Respond No to the security hardening prompt, if it appears.Step 4 The Cisco ICM Setup window opens.

Figure 52: ICM - Add ICM Instance

Step 5 In the ICM Instances panel, click Add to open the Add Instance dialog box shown in the preceding example.In this box, define the instance of Unified ICM that Unified CVP will use. Use the same instance name thatyou used for your ICM installation.

Step 6 Enter the following information:

• Instance Name: icm (in this example).

For more information on the instance name, see the bullet list at the beginning of thistask.

Note

• Instance Number: auto entered.

• Controller Domain: ccbu-doc-ad.cisco.com (in this example).

Enter the actual controller domain name you used for the Unified ICM server installation. Seethe bullet list at the beginning of this task for details.

Note

• Click OK to create the ICM instance definition for CVP.



Step 7 From the initial Cisco ICM Setup dialog box, select the ICM Instance in the left column (icm in this example).Then, to the right of Instance Components, click Add to open the ICM Component Selection dialog box.You receive the prompt:

Figure 53: ICM Setup - Add ICM Component - Cannot Install on a Workgroup Server

This information does not apply to this exercise. Click OK to continue.

The ICM Component Selection window opens.

Figure 54: ICM - Add Peripheral Gateway Instance

Step 8 Click Peripheral Gateway as indicated in the preceding example.



The Peripheral Gateway Properties window opens.

Figure 55: ICM Setup - Select PG Type as VRU

Step 9 From the Client Type Selection list, select VRU and click Add to display VRU in the Selected Types box.Step 10 Click Next to display the Peripheral Gateway Component Properties window.Step 11 At the top right of the window in the section for Peripheral Interface Managers, click Add to open the Add

PIM popup window. Click OK to add the first available PIM and close the popup window.

Figure 56: ICM - Add Peripheral Gateway - PIM



The VRU Configuration window appears for the PIM instance you selected.

Step 12 Complete the VRU Configuration dialog box as follows:a) Select the Enabled box at the top left of the window.b) Peripheral name: CVP_PG

Enter an easily recognized name as shown in the following example; it does not need to match the PGname you entered on ICM.

c) Peripheral ID: the ID you recorded when you added the PG to the ICM Configuration Manager (5000 inthis example).

d) VRU host name: DOCCVP801Use the local host name you gave to the all-in-one-box server (DOCCVP801 in this example).



e) VRU Connect port: 5000 (default VRU connect port)

Figure 57: ICM Setup - PG Setup - PIM Parameters

This should be the same port number you used for the call server. Check this number in theOperations Console. Select:DeviceManagement >CVPCall Server > the edit window, ICMtab as shown in the following example.

Note

Figure 58: ICM - Add Peripheral Gateway - VRU Connection Port



f) Keep the default values for the remaining boxes and click OK to accept the input and return to thePeripheral Gateway Component Properties window.

Step 13 Enter the Logical controller ID you recorded when you added the PG to the ICM Configuration Manager(5000 in the example) and click Next.

Figure 59: ICM Setup - Install PG - Enter Logical Controller ID

Step 14 The Device Management Protocol Properties window opens. Select Side A preferred and click Next.

Figure 60: ICM - Add Peripheral Gateway - Side A Preferred



Step 15 The Peripheral Gateway Network Interfaces window opens.a) In the Private Interfaces section, Enter the following information:

• PG Private A: DOCCVP801 (hostname for the all-in-one-box server)

• PG Private A high: DOCCVP801 (hostname for the all-in-one-box server)

• Delete entries for PG Private B and PG Private B high

b) In the Visible Interfaces section, enter the following:

• PG visible A: DOCCVP801 (IP or Hostname for the Unified CVP server)

This entry would be the IP or hostname for the all-in-one-box server.

• Router visible A: IP or Hostname of ICM CallRouter

This entry would be the IP or hostname for the all-in-one-box Unified ICM server which hosts theCallRouter, logger, admin workstation, and other tools (10.86.132.137 in this example).

• Router visible A high: IP or Hostname of ICM CallRouter

Again, this entry would be the IP or hostname for the all-in-one-box Unified ICM server which hoststhe CallRouter, logger, admin workstation, and other tools.



• Delete entries for all "B" interfaces.

Figure 61: ICM Setup - Install PG - Network Interfaces

Step 16 Click Next until the Check Setup Information window opens. Review your choices and, if necessary, clickBack to make revisions; otherwise, click Next to initialize the PG.

Step 17 If you receive the message Disabling OPC capture for PG<#>: Less then 5 GB available on drive. CheckICMSetup log for any additional messages, click OK. Initialization continues.

Step 18 At the Setup Complete window, select Yes, start the ICM Node Manager, and click Finish to initialize thePG.

Step 19 Click Exit Setup to close the setup program window.Step 20 Log onto the server and double-click the ICMService Control icon to open the ICM Service Control window.

If the PG service is not started, select it and click Start.

Related Topics

Add PG to ICM Configuration Manager and Obtain PG ID, on page 104Required Exercise Dial Numbers and Access Information, on page 18

Add ECC Variables to ICMThe Unified ICME expanded call context (ECC) variables defined in this task are used for the comprehensiveexercise. Configure the various ECC variables using the following steps.


Comprehensive Call Flow Model ExerciseAdd ECC Variables to ICM

If the ECC variables feature is not enabled, the following steps explain how to enable it.Note

Procedure

Step 1 Log in to the Unified ICM server using a program such as VNC viewer.Step 2 On the server, double-click the ICM Admin Workstation icon to open the workstation interface.

The workstation folder opens with a set of functions listed on its desktop.

Step 3 Double-click Service Control and verify that the following services are running:

• Cisco ICM icm Distributor



If these services are not started, you cannot open the Configuration Manager and/or cannot add new ECCvariables. Select the services that are not running and click Start.

Step 4 Close the Service Control window.Step 5 Double-click the Configuration Manager icon on the desktop.


Step 6 Expand the tree to display Tools > List Tools and double-click Expanded Call Variable List.If the ECC variables function is not enabled, you receive the following message when you try toopen the configuration window:

Note

Figure 62: ICM Configuration Manager Message - Enable ECC Variables

To enable the ECC variables, complete the following substeps:

a) Open the Configuration Manager and choose Tools >Miscellaneous Tools and double-click SystemInformation.



The System Information window opens.

Figure 63: ICM System Information - Enable ECC Variables

b) Select theExpanded call context enabled check box as shown in the upper left of the preceding example,click Save, and then Close.

If ECC variables were already enabled, the following Expanded Call Variable List window opens.

You must click Retrieve to display the list of currently defined variables and activate the Addbutton.

Note



Add the "user" ECC variables from the table in the next step. The following screen example shows the firstuser variable added: user.media.id and the dialog box ready for entry of the second user variable.

Figure 64: ICM Expanded Call Variable List (ECC Variables)

Step 7 To properly enter the user variables, please read the following notes carefully:

• You must enter the name exactly as specified; otherwise, the ICM software will not be able to use thevariable to communicate with the ICM services.

• It is easy to mistype a variable name or enter the variable twice. To help ensure success, click Add afteryou enter each variable and visually verify its proper entry.

• There is a limited amount of space for ECC variables. If the length (in the following table) is specifiedas required, enter theMaximum length value exactly as provided in the reference table. Otherwise, enterthe recommended value, unless there is a specific reason to enter a larger value.

• Once you have defined all the variables, click Save and then Close.



Step 8 In the Expanded Call Variable List window, click Retrieve to display the currently defined variables.Step 9 If you have not previously added ECC variable, click Add to display user in the Attributes tab, otherwise,

scroll down to the last user variable you defined (or to the entry user) and click Add to activate the Attributestab.

Step 10 Enter the name of the variable and define its fields according to the information in the ECC table.

Example:For the first variable, enter its name, user.media.id, the required length of 32, or enter a description, selectEnabled, and click Add. Examine the variable name added to the list of variable and be sure it is exactly thesame as in the table.

Step 11 After you enter the last variable, click Save.If you receive the error message Failed to update the database. The enterprise name that was enteredis already in use, look for a duplicate entry, select the duplicate and click Delete. Try saving the listagain. It is also possible to end up with two items labeled user with no additional entry. If so, deletethem and try to save the variables again.

Note

Step 12 Close the Expanded Call Variable List window.

For simplicity, the following table, assumes that you check Enabled for each variable, but do not checkpersistent.

If a variable is an array, it will have both a length value and a maximum array size value.Note

Description (Optional)ArrayLengthName

A random number identifying a call to the ICMService.

noRequired: 36user.media.id

Currency type.noRequired: 6user.microapp.currency

Error status code returned from Unified CVP toUnified ICME when the Run Script Result is False.

noRequired: 2user.microapp.error_code

Combination of language and country which definesthe grammar and prompt set to use.

noRequired: 5user.microapp.locale

Root of the URL for all media files and externalgrammar files used in the script.

HTTP specified as: "http://<servername>"

HTTPS specified as: "https://<servername>"

noMax Length: 210 chars

Recommended: 30

user.microapp.media_server

Default storage area for data for Play Datamicro-applications.

no40 charactersuser.microapp.play_data

Directory for all systems media files, such asindividual digits, months, default error messages, andso forth.

no10 charsuser.microapp.sys_media_lib




Directory for all application-specific media files andgrammar files.

Can be ".." which bypasses theuser.microapp.app_media_lib anduser.microapp.locale ECC variables when writing aURL path. Example:

user.microapp.app_media_lib set to ".." then

http://server/locale/../hello.wavbecomes

http://server/hello.wav


Recommended: 10 chars

user.microapp.app_media_lib

Specifies the ASR choices that a caller can input forthe Get Speech micro-application. Each option in thelist of choices is delimited by a forward slash (/).

If text is placed in this variable that is longer than thevariable is configured to handle, only the first 210characters are sent.



user.microapp.grammar_choices

Specifies the text for inline Text To Speech (TTS).

If text is placed in this variable that is longer than thevariable is configured to handle, only the first 210characters are sent.



user.microapp.inline_tts

Specifies the type of input that is allowed. Validcontents are: D (DTMF) and B (Both DTMF andVoice). B is the default.

If you are not using an ASR, set this variable to D. Ifyou are using an ASR, set this variable to either D orB.

With input_type set toB (both), either DTMFor speech will be accepted, but not mixedmode input. Once you begin entering withone mode, input using the other mode isignored and has no effect.

Note

noRequired: 1 charuser.microapp.input_type

Storage area for an ASR input that is collected fromGet Speech.

Get Speech results are written to the ECCvariable. Results from Get Digits or Menumicro-applications are written to the CED.

Note



user.microapp.caller_input




Specifies which files should be played to the user:Unified CVP Text To Speech (TTS) or media files.

Valid contents are Y (Yes, use TTS capabilities) andN (No, do not use TTS capabilities; play media filesinstead).

Used only with Play Datamicroapplication.

Note

noRequired: 1 charuser.microapp.pd_tts

Specifies the manner in which you pass informationto the external VoiceXML.

Set this parameter to either Y (yes) or N (no).

ECC variables are set during runtime using setvariable node in the script editor.

• Y uses the values in theuser.microapp.ToExtVXML variable array.

• N appends the name/value pairs inuser.microapp.ToExtVXML to the URL of theexternal VoiceXML.

noRequired: 1 charuser.microapp.UseVXMLParams

This variable array sends information to the externalVoiceXML file. Must be configured as Arrayvariables, not Scalar Variables, even if the array lengthis set to 1.

yes40

Max array size 4

user.microapp.ToExtVXML

This variable array returns information from theexternal VoiceXML file. Must be configured as Arrayvariables, not Scalar Variables, even if the array lengthis set to 1.

yes40

Max array size 4

user.microapp.FromExtVXML

Following the Menu (M), Get Data (GD) and GetSpeech (GS) micro-applications, Unified CVP nowreturns information about the execution of thatmicro-application.

The user.microapp.metadata ECC variable isstructured as follows:

m|con|tr|to|iv|duratn|vruscriptname

For structure details, see the discussion ofMetadata ECC variables in Configurationand Administration Guide for Cisco UnifiedCustomer Voice Portal.

Note

noNormally: 62 bytes

Can be 21 bytes ifremaining ECC space isrestricted.

user.microapp.metadata



Set Up Call TypesIn this task, you create call type labels. Each call type label is used in the Call Type Manager (defined later)to associate calls with a particular call script. The call type label identifies a category of calls. For example,in the exercise, you use the label TestCallsHelloWorld for the HelloWorld call number.

To configure the Call Type label, use the ICM Configuration Manager as directed in the following steps:

Procedure

Step 1 Access Unified ICM and start the services needed for the Configuration Manager.Step 2 Double-click the Configuration Manager icon on the desktop.


Step 3 Choose Tools > List Tools > Call Type List (double click)The Call Type List window opens.

Step 4 Click Retrieve to activate the Add button.Step 5 Click Add to display the Attributes pane used for defining the call types.Step 6 On the Attributes tab, enter the following information:

a) Name: TestCallsHelloWorld (label to identify calls to this voice application)b) Call Type ID: automatically entered (after you save the definition)

Step 7 Click Save to save each call type definition.Step 8 Repeat the preceding configuration steps to create and save a call label for the customhelloworld call number

with the name: TestCallsCustomHWStep 9 Close the Call Type List window.

Related Topics


Set Up Dialed NumbersCreate a dialed number identification composed of the number the user dials, and the routing client you definedearlier. Associate this with the VRU label you defined earlier.

To configure the Dialed Numbers, use the ICM Configuration Manager as directed in the following steps:

Procedure



Step 3 Select Tools > List Tools > Dialed Number / Script Selector List


Comprehensive Call Flow Model ExerciseSet Up Call Types

The Dialed Number / Script Selector List window opens.

Step 4 Click Retrieve to activate the Add button.Step 5 Click Add to display the additional sections of the window used for defining the dialed numbers.Step 6 On the Attributes tab, identify the two dialed numbers used for the comprehensive exercise using the following

substeps:a) Routing client: CVP_RC (set up earlier)b) Media routing domain: CISCO_Voice (the default)c) Dialed number string: 8005557777 (the HelloWorld exercise number)d) Name: auto-filled (after you enter the DN string and select another field)

The name is a combination of the routing client and the dialed number. For example:CVP_RC.8005557777

e) Default Label: 1234567890 (the VRU label you defined earler.)f) Click Save to save the dialed number definition.

Step 7 Repeat the substeps to create the dial number for customhelloworld: 7005557777Step 8 Close the configuration tool.

Related Topics


Section D: Unified ICM Scripting Configuration for Unified CVPComplete the following tasks to configure Unified ICM scripting to work with the comprehensive exercise.

Create Network VRU ScriptIn this task, you define a Network VRU script which the Unified ICM script uses to access the applicationsHelloWorld and customhelloworld on the VXML Server.

Procedure



Step 3 Select Tools > List Tools > Network VRU Script List.The Network VRU Script List window opens.

Step 4 Click Retrieve to display existing network VRU script definitions, if any. This action also activates the Addbutton.

Step 5 Click the Add button.The Attributes pane displays.

Step 6 Complete the following fields:


Comprehensive Call Flow Model ExerciseSection D: Unified ICM Scripting Configuration for Unified CVP

a) Enter a unique name used to identify the script. For this exercise, you are creating a VRU script that enablesthe Unified ICM script to access any application on the VXML Server. You will use it to access both theHelloWorld application and the customhelloworld Call Studio application you created earlier.Name: PlayCVP_CallStudioScript

The actual names of the two Call Studio scripts are identified later in the two Unified ICM scripts, usingthe user.microapp.ToExtVXML ECC variable.

b) Using the drop-down list, associate the script with the VRU you identified previously.Network VRU: Type10_CVP_VRU

c) Enter the elements that defines the script:VRU script name: GS,Server,V

In this example, the elements are:

• GS - Specifies the Get Speech (also Get Script) micro-application to be invoked by Unified ICM.In this exercise this micro-application is used to access an external application (both the build-inHelloWorld application and the customhelloworld Call Studio application).

• Server - Tells Unified ICM to get the Call Studio script from a server. The server is specified in theUnified ICM script, using an ECC variable.

• V - Indicates that the file should come from the VXMLmedia library, or that the file is a Call Studioscript.

For more information see theWriting Scripts for Unified CVP inConfiguration and Administration Guidefor Cisco Unified Customer Voice Portal.

d) Timeout: use the defaulte) Configuration param: not neededf) Customer: not neededg) Interruptible: Checked

The Interruptible parameter indicates that a media file played by this script can be interrupted. For example,if the file is played while waiting for an agent to be free, it can be interrupted and the call directed to theagent.


Comprehensive Call Flow Model ExerciseCreate Network VRU Script

h) Enter a description if desired. For this exercise, enter: Use to Call a CVP Call Studio App from ICMScript.

Figure 65: ICM - Create Network VRU Script

Step 7 Click Save to save the definition, and then click Close to close the window.

Related Topics


Create Unified ICM Call Scripts to Access HelloWorld and customhelloworldCreate a Unified ICM Script that accesses the Network VRU script you just created, and, through the NetworkVRU script, accesses the HelloWorld application.

If you do not create the following script all in one session, save the script under the nameHelloWorld_ICM_Script. When you save the script, ICM activates the script and it is not editable. To makethe script editable:

• If the file is closed, select File > Open and select Open Mode: Edit

• If the file is still open, select the Edit Script icon.

Procedure

Step 1 Double-click the ICM Admin Workstation icon, and then double-click the Script Editor entry to open theICM Script Editor.

Step 2 Select File > New > Routing Script.


Comprehensive Call Flow Model ExerciseCreate Unified ICM Call Scripts to Access HelloWorld and customhelloworld

The work area opens and displays a Start icon.

Step 3 Select View > Palette to open the work space palette.

Figure 66: ICM - Create Call Script - Start Element

Step 4 On the Palette,General tab, click the Set Variable selection and drag a set variable element to the workspace.Repeat this action three more times to create four Set Variable boxes as shown in the following example.



In the following steps, if you do not see the ECC variable you need to configure in the drop-downlist, you may not have added it.

Note

Figure 67: ICM - Create Call Script - Add Set Variable Elements

Step 5 Use the first variable box to identify the VXML Server using the user.microapp.media_server ECC variable.Set the first variable as follows:a) Right click the Set Variable box and click Properties to open the Set Properties dialog box.b) On the Set Variable tab, click the Object Type drop-down and select Call.c) Leave the Object box with No Selection and, from the Variable drop-down box, select

user.microapp.media_server.d) Substituting the IP address of your Unified CVP server, in the Value box, enter:

"http://10.86.132.141:7000/CVP"



e) Click OK to save the variable definition.

Figure 68: ICM - Create Call Script - Define user.microapp.media_server

Step 6 The second variable defines the location of the application media library. Chooseuser.microapp.app_media_lib from the Variable drop-down list, and set the value of the variable to twodots as shown in the following example (create a relative reference to the directory).

Figure 69: ICM - Create Call Script - Define user.microapp.app_media_lib

Step 7 The third variable identifies the external application you want the script to run. For this Unified ICM script,it defines the HelloWorld application; you will identify the other application when you create the secondscript.Again, the Object Type is Call. Choose user.microapp.ToExtVXML[] from the Variable drop-down list.



This variable is an array. Identify the first array member by typing 0 in the Array Index box. In the Valuebox, type: concatenate("application=HelloWorld;",concatenate("callid=",Call.user.media.id)), as shownin the following example.

Figure 70: ICM - Create Call Script - Define user.microapp.ToExtVXML

Step 8 The last variable indicates how you pass information to the external VXML Server. Its value is either Y orN. In this exercise, set the value to N to tell Unified ICM to append the name/value pairs inuser.microapp.ToExtVXML to the URI of the external VXML Server.For this variable once again use Call for the Object Type. Select user.microapp.UseVXMLParms from theVariable drop-down list. Enter N for the Value, including the quotation marks, as shown in the followingexample.

Figure 71: ICM - Create Call Script - Define user.microapp.UseVXMLParams



Step 9 On the Palette, select the Queue tab, and drag the Run External Script object onto the workspace below thelast Set Variable box.

Step 10 Right-click the Run External Script object and click Properties to open its Properties dialog box.The box should list the Network VRU script you previously defined (PlayCVP_CallStudioScript).

Step 11 Select the PlayCVP_CallStudioScript VRU script name.Step 12 Click OK at the bottom of the dialog box to submit and save the change and close the dialog box.Step 13 On the Palette window, select the General tab and drag the End icon onto the work space below the Run

External Scripts box.Step 14 Connect the boxes to create the call flow as follows:

a) Click the down-arrow at the bottom of the Start object (and hold the mouse button). Move the mouse tothe middle of the first Set Variable object and release the mouse button.

b) Click the down-arrow on the first Set Variable object (hold the mouse button). Move the mouse to themiddle of Set Variable object #2 and release the mouse button. Continue in this manner to connect allof the Set Variable objects to each other in a chain and to connect the last Set Variable object to the RunExternal Script object.

c) Finally, click the checkmark (successfully completed exit point) at the bottom of the Run External Scriptobject (hold the mouse button), move to the middle of the End object, and release the mouse button. Theresult should be similar to the following example.

Figure 72: ICM - Create Call Script - Connect Elements



Step 15 Select Script > Validate. A message appears indicating that there are no errors and containing the warningFail connection is missing. For this exercise there is no fail condition established. Instead, the system generatesthe standard error message.

Figure 73: ICM - Create Call Script - Validate Script

Step 16 Select File > Save and name the script: HelloWorld_ICM_Script and click Save. You receive a messageindicating there are 0 errors and 1 warning. Click Yes to save the script anyway.

Step 17 To easily create the second ICM script, select File > Save As and save a copy of the first script ascutomhelloworld_ICM_Script.

Step 18 To edit the newly saved script, select Script > Edit Script.Step 19 Youmust make one change to the new script. The value for user.microapp.ToExtVXML[] should be identical

except for the voice application name. Change it from HelloWorld to customhelloworld as follows:concatenate("application=customhelloworld;",concatenate("callid=",Call.user.media.id))

Step 20 After you save the second script, leave the Script Editor open. You need it for the Create a Call Type ManagerEntry and Associate it with a Call Schedule task.

Related Topics

Add ECC Variables to ICM, on page 117

Create Call Type Manager Entry Routing Script and Call ScheduleUsing the Script Editor tool on the Unified ICM Server, create routing scripts that handle incoming calls usedin this exercise.

Procedure

Step 1 If the Script Editor is minimized, open it; or, to open the editor, from the Unified ICM server main window,select the ICM Administrative Workstation folder icon and select Script Editor.

Step 2 Select Script > Call Type Manager to open the Call Type Manager dialog box.Step 3 From the Dialed Number drop-down list, select the first dialed number string you created earlier:

CVP_RC.8005557777.Step 4 Click Add to display the Add Dialed Number Entry dialog box, and complete the following entries:

a) Calling line ID: All


Comprehensive Call Flow Model ExerciseCreate Call Type Manager Entry Routing Script and Call Schedule

b) Caller-entered digits: Allc) Call Type: TestCallsHelloWorld (the call type you created earlier)d) Click OK to complete the entry.

Step 5 Repeat these steps to create a Dialed Number Entry record for the customhelloworld dialed number as follows:a) From the Call TypeManager window, chooseCVP_RC.7005557777 from the Dialed Number drop-down

and click Add.b) Calling line ID: Allc) Caller-entered digits: Alld) Call Type: TestCallsCustomHW (the call type you created earlier for customhelloworld)e) Click OK to complete the entry.

Step 6 On the Call Type Manager window, select the Schedules tab and select TestCallsHelloWorld from the CallType drop-down list. Complete the following steps to create a schedule for the dialed number defined byTestCallsHelloWorld:a) Click Add to display the Add Call Type Schedule window.b) From Scripts, select HelloWorld_ICM_Script.c) On the Period tab, leave the default pattern: Daily, Every Day, All Day.d) Click OK to save the record.

Step 7 Repeat the substeps in the previous step to create a schedule for TestCallsCustomHW associated with thescript customhelloworld_ICM_Script.

Step 8 Click OK on the Call Type Manager window to save the schedules.Step 9 Exit the Script Editor.

Section E: Unified CM Setup for Unified CVP VoIP Call SupportThe Unified CM interfaces with Unified CVP and the voice gateway to provide support for VoIP calls. Inthe comprehensive exercise, POTS calls are converted to VoIP calls and sent to Unified CM, which forwardsthe calls to Unified CVP. Therefore, all calls for this exercise go through Unified CM.

For a discussion of the configuration needed for Unified CM and for the actual tasks used to create the neededtrunks and route patterns, refer to topics related to modifying the exercises to use a VoIP phone through UnitedCM.

Related Topics

Exercise Modification for VoIP Phones Using Unified CM, on page 23

Place Calls to Complete Main ExercisePlace calls into the system using the two configured numbers. Because the POTS calls are converted to VoIPand sent to the Unified ICM, the numbers for POTS originated and VoIP originated calls are the same. Placethe calls in the following procedure:


Comprehensive Call Flow Model ExerciseSection E: Unified CM Setup for Unified CVP VoIP Call Support

Procedure

Step 1 To access HelloWorld: 8005557777. You should immediately hear brief music followed by the message:Youhave successfully installed the Cisco VXML Server.

Step 2 To access customhelloworld: 7005557777. You should hear either the text message you configured in thecustomhelloworld Call Studio script, or the holdmusic.wav file, if you configured the alternative version ofthe voice application that does not use a TTS server.

What to Do Next

If you do not hear the expected response, see the topics related to troubleshooting the Comprehensive callflow and begin with the quick troubleshooting checks section.

Related Topics

Quick Troubleshooting Checks for Comprehensive Call Flow Exercise, on page 166Troubleshooting Comprehensive Call Flow Exercise, on page 165

Call Transfer Addition to ExerciseIn this extension to the comprehensive call flow model exercise, after the customhelloworld message plays,the call is transferred to a specific extension on your VoIP test network.

Prerequisites:

• Set up a VoIP network that is reachable by the lab machines.

• Define the static route for the call transfer.

In the following steps, modify the customhelloworld ICM call script to include a transfer to a specific phoneafter the message is played.

Related Topics

Identify and Setup Call Server in Operations Console, on page 94

Modify customhelloworld ICM Script to Transfer CallTo transfer the call, complete the following steps.


Comprehensive Call Flow Model ExerciseCall Transfer Addition to Exercise

Procedure

Step 1 Double-click the ICM Admin Workstation icon and then double-click the Script Editor entry to open theICM script editor.

Step 2 Select File > Open > customhelloworld_ICM_script to open your previously developed ICM script thattargets the customhelloworld voice application.

Step 3 Select View > Palette to display the work space palette.Step 4 Select the Edit Script icon to enable edit mode (or select Script > Edit Script).Step 5 From the Script Editor Pallette, click the Targets tab and drag the Label object onto the work area.

Figure 74: ICM Script - Add Call Transfer Label

Step 6 Left click and drag the connection arrow from the Run Ext. Script element away from the End element andrelease to remove the connection (or, select the connection and press Delete).

Step 7 Right click the Label element and click Properties.Step 8 Complete the following substeps to configure the Label element:

a) On the Label tab, for Label Expression, enter the phone extension you want this call transferred to (in thisexample, 4001).

b) Select Enable target requery to enable the ICM script to use the label.c) Click OK to save the label configuration.

Figure 75: ICM Script Editor - Configure Label

Step 9 Position the Label element and the End element as shown in the following example.a) Click the check mark exit on Run Ext. Script and create a connection to the Label element.


Comprehensive Call Flow Model ExerciseModify customhelloworld ICM Script to Transfer Call

b) Click the Label element X and create a connection to the End element as shown.

Figure 76: ICM Script Editor- Transfer Call

Step 10 Select File > Save to save and deploy the modified call script.You receive a warning when the editor validates the script because the failure exit on Run Ext. Scriptdoes not have an identified path. This exercise does not provide a specific option for a call failure.It uses only the built-in error messages.

Note

Step 11 From one VoIP phone in your lab testing setup, call the customhelloworld DN (7005557777 in this exercise)and also monitor the transfer phone. You should hear the customhelloworld message before the call connectsto the transfer phone.

Reporting Element Addition to ExerciseYou can add Unified CVP built-in reporting using an Informix database.

Related Topics

Unified CVP VXML Server Standalone Call Flow Model Reporting Exercise, on page 69


Comprehensive Call Flow Model ExerciseReporting Element Addition to Exercise


Comprehensive Call Flow Model ExerciseReporting Element Addition to Exercise

C H A P T E R 11Initial Exercise Expansion

Use this chapter to experiment with additional Unified CVP capabilities. You can add these features to thestandalone exercises or the comprehensive exercise.

This section contains instructions on setting up a media server and modifying the audio files to work withthe VXML gateway. You can use either the Microsoft IIS web server or, in a lab environment, the built-inTomcat web server in the VXML Server.

• Microsoft IIS as Custom Media File Server, page 139

• VXML Server as Custom Media File Server, page 140

• Create VXML Gateway Compatible Media Files, page 142

• Process User Input, page 143

Microsoft IIS as Custom Media File ServerIt is a best practice to use Microsoft IIS as a media server in production CVP deployments. However, in a labenvironment, if you don't require Agent Greeting/Whisper, then you can optionally use the VXML Server'sbuilt in Tomcat web server to serve media files.

This topic explains how to easily set up the Microsoft IIS as a media server. After completing these steps,create the VXML gateway compatible media files.

These instructions do not describe how to install and configureMicrosoft IIS. See the IIS product documentationfor installation and configuration instructions.

Related Topics

VXML Server as Custom Media File Server, on page 140Create VXML Gateway Compatible Media Files, on page 142

Modify Microsoft IIS Directory Structure as Media ServerThis task describes how to modify the IIS directory structure so that it conforms with the directory structurerequired by the Unified CVP system.


As part of the prerequisites for these exercises, you installed the Unified CVP software on the all-in-one-boxserver. During the installation process, you might have checked was System Media Files on the SelectPackages window. This selection creates two sub-folders on the Unified CVP server as follows:

• C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app

• C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\sys

The System Media Files selection also places about 400 .wav files in those two directories; you can use themedia files for developing voice applications. The VXML Server you identify using the Operations Consolecan be used as a media server to access and play these files as part of a custom voice application script.

You must copy these files to the Microsoft IIS server root.

Procedure

Step 1 If you did not select System Media Files during installation, go to the following folder:C:\Inetpub\wwwroot in the all-in-one-box server.a) Create the following standard subfolder: en-usb) Under that folder, create the folder: app

You should now have the path:

C:\Inetpub\wwwroot\en-us\app

Step 2 If you did select System Media Files during your installation, then:a) Copy the following folder: C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\.b) Paste that folder into C:\Inetpub\wwwroot.

C:\Inetpub\wwwroot now contains en-us\app and en-us\sys

Although the en-us folder is "U.S. English", it is a standard folder that the server recognizes. You canplace anymedia files in it, as long as the media files conform to a codec supported by the VXMLGateway.

Note

Related Topics

Create Media File With Proper Codec Properties, on page 142Install CVP Components, on page 33

VXML Server as Custom Media File ServerFor lab deployments, where the system will not be under load, use the Tomcat server built into the VXMLServer as a media server. This is not a best practice for production systems. In a production system, use IISas the media server instead.

Tomcat is not supported as a media server if you are using the Agent Greeting/Whisper feature. AgentGreeting/Whisper does not work with a Tomcat-based media server.

Note


Initial Exercise ExpansionVXML Server as Custom Media File Server

This topic explains how to set up the Unified CVP VXML Server as a media server. After completing thesesteps, create media files that are compatible with the VXML Gateway.

Related Topics

Create VXML Gateway Compatible Media Files, on page 142Microsoft IIS as Custom Media File Server, on page 139

Modify Server Directory Structure as Media ServerAs part of the prerequisites for these exercises, you installed the Unified CVP software on the all-in-one-boxserver. During the installation process, you might have checked System Media Files on the Select Packageswindow. This selection creates two sub-folders on the Unified CVP server as follows:

• C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app

• C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\sys

The System Media Files selection also places about 400 .wav files in those two directories; you can use themedia files for developing voice applications. The VXML Server you identify using the Operations Consolecan be used as a media server to access and play these files as part of a custom voice application script.

The following task manually creates the app folder which you will use to hold a custom media file. Theremaining tasks in this exercise provide instructions for creating a custom media file and accessing it with amodified customhelloworld script.

Procedure

Step 1 If you did not select System Media Files during installation, go to the following folder in the all-in-one-boxserver:C:\Cisco\CVP\VXMLServer\Tomcat\webapps

Step 2 Create the following standard subfolder: en-usStep 3 Under that folder, create the folder: app

You should now have the path:

C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app

Step 4 The VXML Server can access any media files you place in this folder.

Although the en-us folder is "U.S. English", it is a standard folder that the server recognizes. You canplace anymedia files in it, as long as the media files conform to a codec supported by the VXMLGateway.

Note

Related Topics

Create Media File With Proper Codec Properties, on page 142Install CVP Components, on page 33


Initial Exercise ExpansionModify Server Directory Structure as Media Server

Create VXML Gateway Compatible Media FilesThe topics cover the following requirements:

• Create a media file with properties that the VXML Gateway can use.

• Modify the Call Studio script, or the Unified ICM script to use the new "media" server.

Create Media File With Proper Codec PropertiesAfter creating the required folder for the VXML Server (the previous task), you need to create the actualcustom media file using a codec that the VXML Server supports. One way to create the media file is to useWindows Sound Recorder as explained in the following steps.

Procedure

Step 1 On a PC that has a microphone installed, select Start > Programs > Accessories > Entertainment > SoundRecorder.

Step 2 Click the Pause icon to deselect pause and start the recording process.Step 3 Once you have recorded your message, click the Stop icon to complete the recording.Step 4 Select File > Save As and navigate to the folder where you want to store this media file.Step 5 For Filename, enter an identifying name for this media clip.Step 6 For Save as Type, leave the default Sounds (".wav).Step 7 Click Change.

The Sound Selection window opens.

Step 8 For Format, from the drop-down list, scroll up and select: CCITT u-Law.Step 9 For Attributes, select the default: 8.00 kHz, 8 Bit, Mono, 7kb/secStep 10 Click OK to accept the format, and then Save to save the audio file.Step 11 Copy/transfer the newly created media file to the all-in-one-box server in the appropriate folder.

If you are using IIS: C:\Inetpub\wwwroot\en-us\app

If you are using the VXML Server's Tomcat:C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app

Modify the Application Script to Support the Media FilesComplete the following steps to use the media file you just created:


Initial Exercise ExpansionCreate VXML Gateway Compatible Media Files

Procedure

Step 1 Access the all-in-one-box server using a program such as VNC Viewer.Step 2 Open the Call Studio application and open the customhelloworld voice application you created earlier.Step 3 Select the Audio_01 element and click the Audio tab.Step 4 Open the Audio Groups tree to access audio item 1.Step 5 Deselect Use Default Audio Path if it is selected.Step 6 In the URI box enter one of the following text option:

If you are using IIS, enter http://<IP address for IIS>/en-us/<your_audiofile.wav>using forward slashes.

http://10.86.132.142/en-us/myfile.wav

If you are using the VXML Server's Tomcat, enter http://<IP Address for CVP All-in-oneBox>:7000/en-us/<your_audiofile.wav> using forward slashes.

Example: http://10.86.132.141:7000/en-us/myfile.wav

Call Studio expects the previous portion of the path to beC:\Cisco\CVP\VXMLServer\Tomcat\webapps.Note

Step 7 Save the modified application. No error messages should display.Step 8 Right click customhelloworld in the Navigator tree and select Deploy.Step 9 In the Folder box, enter C:\Cisco\CVP\VXMLServer and click Finish to deploy the modified voice

application.Step 10 Open My Computer and navigate to

C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin . Double-clickupdateApp.bat to update the voice application on the VXML Server. Press any key to close the commandwindow.

Step 11 Place the call to the customhelloworld application: 7005557777 for the comprehensive exercise, 7005551234for the standalone exercises.

Process User InputPrerequisites:The following exercise asks a user to press either 1 or 2, and then processes the response (including any errorinput) and responds with one of several custom media files you create.

The exercise requires you to create the following custom media files to prompt or respond to the user:

• ChoicesChoices.wav - Tells the user to press either "1" or "2".

• YouPressedOne.wav - Confirms the user choice was "1".

• TwoIsBetter.wav - Confirms the user choice was "2".

• JustDontGetIt.wav - Indicates that the user pressed something other than "1" or "2".

• holdmusic.wav - This is a preexisting file. Use it to indicate that the user did not press anything, evenafter a second prompt.


Initial Exercise ExpansionProcess User Input

• Place the files in one of the following locations:

◦If you are using IIS: C:\Inetpub\wwwroot\en-us\app

◦If you are using the VXML Server's Tomcat:C:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app

What to Do Next

For the file holdmusic.wav, copy it from C:\Cisco\CVP\OPSConsoleServer\GWDownloads toC:\Inetpub\wwwroot\en-us\app (IIS), orC:\Cisco\CVP\VXMLServer\Tomcat\webapps\en-us\app (Tomcat).

Note

After you create and add the preceding files, complete the steps in the next task to modify the customhelloworldscript to prompt the user, accept the user input, and play the proper choice media file.

Related Topics

Create VXML Gateway Compatible Media Files, on page 142

Modify customhelloworld for User InputIn this exercise you modify the customhelloworld voice application to accept a user input (a number) andprovide audio feedback based on the number key the user pressed. The following task assumes you completedthe tasks to use the VXML Server as a media server for your custom media files.

Procedure

Step 1 Access the all-in-one-box server using a program such as VNC Viewer.Step 2 Open the Call Studio application and open the customhelloworld voice application you modified when you

set up the VXML server as a media server for your custom media files.Step 3 Select the Audio_01 element, click it and rename the element choices.Step 4 Again, select the Audio_01 element, select the Audio tab, and then expand the Audio Groups tree to access

audio item 1.Step 5 Use Default Audio Path should be deselected.Step 6 In the URI box:

If you are using IIS, enterhttp://<IP address for IIS>/en-us/app/ChoicesChoices.wavusing forward slashes.

http://10.86.132.142/en-us/app/ChoicesChoices.wav

If you are using the VXML Server's Tomcat, enter http://<IP Address for CVP All-in-oneBox>:7000/en-us/app/ChoicesChoices.wav using forward slashes.


Initial Exercise ExpansionModify customhelloworld for User Input

Example: http://10.86.132.141:7000/en-us/app/ChoicesChoices.wav

Step 7 Select the link between the choices element and the CVP Subdialog Return_01 element and delete it.Step 8 Move the CVP Subdialog Return_01 element to the bottom left of the work area.Step 9 Right click the choices element and click Copy.Step 10 Make four copies of the choices element and line them up just above the CVP Subdialog Return_01 element.Step 11 Rename the four elements as follows:

• DontGetIt

• U_Pressed_1

• U_Pressed_2

• HoldOn

Step 12 For each of the four audio elements, select its Audio tab, expand the Audio Groups tree, DeselectUse DefaultAudio Path, then replace ChoicesChoices.wav in the URI to reflect the custom media file each elementrepresents, as follows:

• DontGetIt - Replace with JustDontGetIt.wav

• U_Pressed_1 - Replace with YouPressedOne.wav

• U_Pressed_2 - Replace with TwoIsBetter.wav

• HoldOn - Replace with holdmusic.wav

Step 13 In the Elements tree, expand the Number Capture folder and drag Digits onto the work space. Position itjust below the choices element.

Step 14 With Digits selected, click the Settings tab and enter the following settings:

• DigitsMaxNoInput - 1

• DigitsMaxNoMatch - 1

• Min Digits - 1

• Max Digits - 1

• Use the defaults for all other settings.Select a setting and hold the mouse over it to view a description of thatsetting.

Note



Step 15 Select the choices element, click its Audio tab, expand the tree and copy the value of the URI field.Step 16 Digits_01 also has an audio item 1 setting. Click its Audio tab, expand the tree and, in its URI box, paste the

URI definition from choices. This configuration allows the application to replay the ChoicesChoices.wav fileif the user does not provide input in the time frame indicated in Digits_01.

Step 17 From the Elements tree, drag a Decision element onto the work space and position it below the Digits_01element.

Step 18 With the Decision element selected, click Use Decision Editor.Step 19 Use the following substeps to create the decisions shown in the following sample screen:

Figure 77: Call Studio - Create Decision States

a) For First Argument the Decision element accepts an input from Digits_01 and places it in Value.Select the following items from their drop-down menus:

• Argument Type - Element Data

• Element Name - Digits_01

• Variable Name - Value

b) For Operator select equal (numeric).c) For Second Argument indicate the expected value as follows:

• Argument Type - Constant Number

• Constant Number - 1

d) In the Exit State box (upper right corner), type U Pressed 1 to create a name for this newly definedexpression.



e) Click OK to save the expression.

Step 20 Right click a blank area in the Expression portion of the window and select Add New Exit State.Step 21 Follow the preceding substeps to create a second expression. In this expression, the value ofConstant Number

is 2 and the name you give the Exit State is U Pressed 2.Step 22 For the error exit state, select Otherwise Return Exit State and type in DontGetIt to identify the DontGetIt

audio element.Step 23 Arrange all the elements as shown in the following example. You will make the connections in the next step.

Figure 78: Call Studio - Logic for Getting User Input

Step 24 To connect the elements, complete the following substeps:a) Right click choices, select Exit States > Done and click Digits_01.b) For Digits_01 there are three exit states. Connect Done to Decision_01, max_nomatch to DontGetIt,

andmax_noinput to HoldOn.c) Decision_01 also has three exit states. Connect DontGetIt to the DontGetIt audio element, U Pressed 1

to the U_Pressed_1 audio element, U Pressed 2 to the U_Pressed_2 audio element.d) Complete the logic by connecting theDone exits from each audio element to theCVPSubdialogReturn_01

element.e) Check that your connection patterns are the same as the ones in the preceding example.

Step 25 Right click customhelloworld in the Navigator tree and select Validate.



Validation successful displays in the status bar at the bottom of the Builder window. Or, if there is a validationissue, the issue appears in the Call Studio Problems window/tab below the work area.

Step 26 Save the modified application. No error messages should appear.Step 27 Right click customhelloworld in the Navigator tree and select Deploy.Step 28 In the Folder box, enter C:\Cisco\CVP\VXMLServer and click Finish to deploy the modified voice

application.Step 29 Open My Computer and navigate to

C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin. Double-clickupdateApp.bat to update the voice application on the VXML Server. Press any key to close the commandwindow.

Step 30 Place the call to the customhelloworld application: 7005557777 for the comprehensive exercise, or 7005551234for the standalone exercises.The results of user input should be the following:

• User presses 1; user hears YouPressedOne.wav.

• User presses 2; user hears TwoIsBetter.wav.

• User presses any other digit; user hears DontGetIt.wav.

• User does not press a digit; user hears ChoicesChoices.wav and then holdmusic.wav.

Related Topics

VXML Server as Custom Media File Server, on page 140



C H A P T E R 12Troubleshooting Tips and Techniques

This chapter provides common troubleshooting tips and techniques you can use to troubleshoot the gettingstarted exercises and your own Unified CVP projects.

• General Troubleshooting Issues and Audio Error Messages, page 149

• Voice Gateway Troubleshooting, page 153

• VXML Server Troubleshooting, page 158

• Call Server Troubleshooting, page 161

• Reporting Server Troubleshooting, page 162

• Call Studio (customhelloworld) Troubleshooting, page 162

• Troubleshooting Comprehensive Call Flow Exercise, page 165

• Track Call Progress Using Unified ICM Script Monitoring, page 173

General Troubleshooting Issues and Audio Error MessagesThis section provides a summary of general audio error messages, as well as common troubleshooting issuesand possible solutions.

The following section applies to both standalone and comprehensive exercises.Note

Common Audio Responses and Error MessagesThe following table describes the most common audio error messages you may receive when running theexercises in this guide. It provides causes for the messages and may direct you to one or more relatedtroubleshooting procedures.


Common CausesAudio Error Message

Check the following:

• You may have dialed the wrong number. Be sure you dialed the numberyou configured for the exercise.

• Using sh run examine the voice gateway running configuration file. Besure there is a dial-peer defined for the number you called.

• For VoIP calls, be sure you have created the proper route pattern in UnifiedCM for the dial number you used. See the topics related to defining routepatterns.

Your call cannot be completed as dialed. Pleaseconsult your directory and call again, or ask youroperator for assistance.


• If the error occurred when you dialed the number for HelloWorld, examinethe voice gateway application definition for HelloWorld and ensure thatthe IP address you used when you edited the file is correct for the VXMLServer.

• If the error occurred when you dialed the number for customhelloworld,examine the voice gateway application definition for customhelloworldand ensure that the IP address you used when you edited the file is correctfor the VXML Server.

• If the error occurred when you called the number for customhelloworld,be sure the customhelloworld voice application exists and has beendeployed to the VXML Server. See the topics related to deploying thecustom application on the VXML Server.

To determinewhich applications are deployed to theVXMLServer, browseto C:\Cisco\CVP\VXMLServer\admin and run status.bat.

• Is the VXMLServer running?Using theOperations Console, select System> Control Center and check the status of the VXML Server. If it is NotReachable, try to select the server and Start the server.

Select a Refresh option and click Go (located above the tablebeside the Refresh selection) to refresh the table display.

Note

• Check the Unified CVP server status from the physical server that hostsit. If the Unified CVP server is down, then VXML Server is also down.

• Try restarting the Unified CVP server, then recheck the VXML status inthe Operations Console (System > Control Center) to see if the VXMLServer is now Up.

critical_error.wav: I'm sorry, we are currentlyexperiencing system problems and are unable toprocess your call. Please try again later.


Troubleshooting Tips and TechniquesCommon Audio Responses and Error Messages



• From the Operations Console select System >Control Center and verifythat the VXML Server status is Up. If it is not up, try starting it from theOperations Console.

• For the TTS version of the customhelloworld exercise, be sure the TTSserver is running.

• See the additional customhelloworld exercise troubleshooting topics formore tips.

I'm sorry, we are experiencing difficulties. Pleasecall back at a later time.

Things to consider:

• You may have tried to make calls immediately after you restarted theUnified CVP server. This could cause calls to "back up" because they arenot ending properly.

To check for backed up calls on the Unified CVP server, open the FileManager and navigate to: C\Cisco\CVP\VXMLServer\admin andrun status.bat. If the status window shows "Active Callers", it means thatcalls are not being completed. The test license for the all-in-one-box allowsa maximum of 30 callers; therefore, if calls are not being completed, youcould receive the heavy call volume message. You would also notice that30 ports are allowed and but zero ports are available.

• Restart the VXML server to clear the calls (from the Operations Consoleselect System > Control Center and restart). Then try your call again.Be sure to give the server time to come up.

We are currently experiencing heavy call volume.Please hold, your call will be answered in the orderit was received....please continue to hold.

We are currently experiencing heavy call volume.Please try your call again later.

Things to consider:

• Be sure the application name is spelled properly in the gatewayconfiguration, including upper/lower case.

Examples: HelloWorld and customhelloworld

I'm sorry, there was a problemwith this application.Please call back later.

Related Topics

Call Studio (customhelloworld) Troubleshooting, on page 162Define Route Patterns, on page 27Deploy Custom Unified Call Studio Application on VXML Server, on page 64

You Place a Test Call and Immediately Receive a Busy SignalSolution Check the following:


Troubleshooting Tips and TechniquesYou Place a Test Call and Immediately Receive a Busy Signal

• Try pinging or Telnet to the voice gateway to be sure it is up.

• Use dir to examine the files on the gateway and be sure you transferred:

◦CVPSelfService.tcl

• A busy signal is the response on a POTS phone if you dial a number that is not configured in the exercise.Be sure you dialed the number that is configured in the gateway's dial-peer for this exercise.

Related Topics

Transfer Bootstrap and .wav Files to Gateway, on page 46

Call Immediately Hangs Up or Rings Once and Hangs UpProblem The call immediately hangs up with no voice messages or any other indication of the problem, orrings once and hangs up.

Solution Check the following:

• Access the voice gateway and, using the dir command, be sure you transferredCVPSelfServiceBootstrap.vxml from the Unified CVP server to the gateway.

• If you did not copy critical_error.wav to the gateway and there is a critical error, such as theVXML Server being down, the gateway will immediately end the call.

Copy critical_error.wav to the gateway. See topics related to the transfer of bootstrap and .wavfiles to the gateway for instructions. Try the call again. If you continue to receive the critical errormessage, examine the critical error entry in this table for more suggestions.

Related Topics

Transfer Bootstrap and .wav Files to Gateway, on page 46

You Hear holdmusic.wav but Hear a TTS Response InsteadSolution If you set up the alternate response version of the customhelloworld voice application (which wasthe holdmusic.wav file), this is the proper response to the customhelloworld exercise.

If you modified customhelloworld to use the .wav file but it still plays the TTS voice message you configured:

• If youmodified the customhelloworld exercise to its non-TTS version, be sure you used updateApp.batto force the VXML Server to load the new version of the application. (You can also restart the VXMLServer to accomplish this task.)

• Double-check the URI information you entered for customhelloworld in Call Studio. See topics relatedto modifying and redeploying the customhelloworld application as non-TTS.

Related Topics

Modify and Redeploy Updated customhelloworld Application as Non-TTS Exercise, on page 66


Troubleshooting Tips and TechniquesCall Immediately Hangs Up or Rings Once and Hangs Up

Voice Gateway TroubleshootingThe following topics provide troubleshooting help and management tips for the voice gateway shown in theflow charts for the getting started exercises.

Related Topics

Call Flow Model Exercises, on page 6

Verify Voice Gateway Is Added to Operations Console and Is ReachableYou added the voice gateway to the Operations Console. Verify that the gateway is defined to the consoleand is reachable by using the following procedure.

Procedure

Step 1 Using VNC Viewer or a similar program, access the Unified CVP server or virtual machine and select Start> Programs >Cisco Unified Customer Voice Portal >Operations Console , to start the Operations Consoleprogram.

Step 2 Log in to the Operations Console using the password you established during the Unified CVP installationprocess.

Step 3 From the Operations Console menu, select Device Management > Gateway.A list appears of all the gateways you have defined. Each gateway status should be Configured.

Step 4 Using the radio button to the left of the gateway name, select the gateway you are using for these exercisesand click Edit.

Step 5 Select IOS Commands > Show Version.After a few seconds, the Operations Console retrieves the version information from the gateway and it appearson the screen.

Step 6 If you do not receive the version information, be sure the gateway is properly defined to the OperationsConsole; select Device Management > Gateway > select the gateway > Edit.See the topics related to adding the voice gateway to the Operations Console for additional information aboutdefining the gateway. Be sure that the console has the proper username and password for the gateway; otherwise,it cannot access the gateway.

Related Topics

Add Voice Gateway to Operations Console, on page 44

Gateway CLI Commands for CVP ExercisesThe following table lists gateway command line commands that are useful for these exercises.


Troubleshooting Tips and TechniquesVoice Gateway Troubleshooting

DescriptionCommand Name

Enter enablemode. Youmust be in this mode to performmost operations except viewinglogs. You must furnish the gateway enable password.

en

Displays help.?

If you are listing a configuration file on the gateway. this command stops the listing soyou can enter a new command.

ctrl-z

Shows the running configuration.

When the gateway displays the configuration, it will displaymore after a screen full ofdata. Press Enter to show one more line; press the Spacebar to show one more "page."

sh run

Shows the startup configuration.sh startup

Shows hardware and software version information, memory information and more.sh version

Displays the current log file.sh log

Clears all logging information (such as debug information) from the log file.clear logging buffer

Enters terminal configuration mode. In this mode you can enter changes to the runningconfiguration. Configurationmode is described in the section to use terminal configurationmode to alter the running configuration.

Use Ctrl-z to leave terminal configuration mode.

config t

Copies the running configuration to the filename you specify. The file will be created inthe gateway root directory. PressEnter at the initial confirmation. Then type y and pressEnter to complete the copy command.

copy run <filename>

Copies the startup configuration to the filename you specify. The file will be created inthe gateway root directory. Press Enter at the initial confirmation. Then type y and pressEnter to complete the copy command.

copy startup <filename>

Overwrites the current startup configuration file with the current running configuration.copy running-config startup-config

Copies a previously saved configuration file back to the startup configuration. If youhave saved a copy of the startup config file before you started working on these exercises,this command could be used to restore the startup configuration to its original values soyou can perform the exercises again or perform a variation of the exercises. You willalso need to use the reload command to transfer the restored startup configuration to therunning configuration.

copy <mysavedconfig> startup

Displays the list of files in the root directory (assuming you have not changed directories).Can use * as a wildcard, example: dir *.tcl displays all the files with the .tcl extension.

dir


Troubleshooting Tips and TechniquesGateway CLI Commands for CVP Exercises

DescriptionCommand Name

Deletes a filename, such as a configuration file you previously saved. The system willprovide two confirmations. For the first confirmation, examine the filename and confirm,and then press Enter. If you confirm the first message with a y, the system tries to deletea file named y. Confirm the second prompt with y.

del <somefilename>

Display the contents of the file. If the file has more lines than display on one screen, pressEnter to display an additional line; press Spacebar to display an additional screenful oflines.

more <somefilename>

There are a large number of debug commands. These commands put additional informationinto the gateway log files.

To show the first level of debug command, in enable mode, enter: debug ?

To see additional layers, enter an expanded command followed by the "?" such as: debugvoip ?

Some helpful commands for troubleshooting these exercises are:

• debug voip dialpeer default - default debugging for dial peers

• debug voip app vxml inout - VXML subsystem stentry/exit messages

debug

On the command line, enter the debug command, preceded by "no" to turn that specificdebug command off. Example: no debug voip dialpeer default

no debug

Related Topics

Gateway Terminal Configuration Mode, on page 157

Voice Gateway Debug Commands and Log FilesThis section provides information about using and interpreting the voice gateway debug commands.

The following commands are entered on the gateway command line through a Telnet session, unless youare directly connected to the gateway.

Note

Command to Use or Suggestion Regarding IssueDescription of Command or Issue

no debug allTurn off all debug logging.

clear logClear the gateways' debug logs so that you will have only freshinformation related to a call issue.


Troubleshooting Tips and TechniquesVoice Gateway Debug Commands and Log Files

Command to Use or Suggestion Regarding IssueDescription of Command or Issue

Commands to add back specific logging:

• debug voip dialpeer default

• debug voip app vxml inout

• debug ccsip all

Add back specific logging.

• Default debugging for all dial peers

• VXML subsystem stentry/exit messages

• SIP debugging

Check the application definition in the gateway configuration.Ensure the name of the application is entered exactly as theapplication is actually spelled.

For example: HelloWorld, and customhelloworld

Example Log message received: **CVP**85C28020C56C11DD800ED5D4E76F3954**helloworld**ERROR: 10.86.132.141, CVP

VXML Server emergency error occurred such as an invalid

application. Call is dropped.

Copy and paste the URL information in your browser that willshow additional information.

You receive a URL in the log file.

View Copy and Print the Voice Gateway Configuration FileYou can use the following procedure to access the gateway configuration file to verify that the modified fileyou created properly supports the getting started exercises. Access either the startup-config or the running-configfile from the Operations Console as follows.

Procedure

Step 1 Using a program such as VNC Viewer, access the Unified CVP server or virtual machine and select Start >Programs > Cisco Unified Customer Voice Portal > Operations Consoleto start the Operations Consoleprogram.

Step 2 Log in to the Operations Console using the password you established during the Unified CVP installationprocess.

Step 3 From the Operations Console menu, selectDeviceManagement >Gateway. A list appears of all the gatewaysyou have defined. Each gateway status should be Configured.

Step 4 Using the radio button to the left of the gateway name, select the gateway you are using for these exercisesand click Edit (or just click the name of the gateway).

Step 5 Select IOS Commands > Show running-config (or Show Startup-config). After a few seconds the gatewayconfiguration file displays.

Step 6 You can now examine the file, or copy the file using a mouse or standardWindows select and copy operations,and then paste the file into Notepad for further examination or printing.

Related Topics

Add Voice Gateway to Operations Console, on page 44


Troubleshooting Tips and TechniquesView Copy and Print the Voice Gateway Configuration File

Gateway Configuration FileThe following are general notes about the contents of the gateway configuration file:

• A items in the configuration file are case insensitive. However, when defining a voice application to thegateway, the value for the parameter CVPSelfService-app must be given exactly as the application isstored on the Unified CVP server. For example: param CVPSelfService-app HelloWorld (upper andlower case) is used because that application is stored on the server using upper and lower case letters.

• If you change the service definition (within the gateway configuration file) for a given application, youmust reload that service on the gateway for the changes to be effective. For example, if you changed theservice definition for customhelloworld, you need to enter (on the command line): call app voice loadcustomhelloworld.

If you change the actual definition of the application (using Call Studio), it is notnecessary to reload the application definition on the gateway; that definition has notchanged and is not affected by the application changes made in Call Studio.

Note

Gateway Terminal Configuration ModeEnter config t on the command line, to make the gateway to enter Terminal Configuration mode. In this modeyou can add, delete, and change lines in the running configuration.

Gateway Configuration SubmodesMany sections of the gateway configuration contain similar "subsections." For example, in the applicationsection of the gateway configuration, you have the definitions for several applications. To change a specificline of an application definition using config t mode, first enter the sub-modes needed to identify the exactline you want to change.

For example, suppose you dumped the contents of the change file for the getting started exercises into theconfiguration file and then used sh run to examine the new configuration results. In the application section,you saw the following definition for HelloWorld and realized that the IP address should have been "141" not"142".applicationservice helloworld flash:CVPSelfService.tclparam CVPPrimaryVXMLServer 10.86.132.142paramspace english language enparamspace english index 0paramspace english location flashparamspace english prefix enparam CVPSelfService-port 7000param CVPSelfService-app HelloWorldTo change only that line of the gateway configuration, enter the following command:

1 config t

Enter configuration terminal mode from enable mode.

2 application


Troubleshooting Tips and TechniquesGateway Configuration File

Switch to the "application" sub-mode. The system appends "-app" to the prompt. Example: ccub-doc-gw4<config-app>#

3 service helloworld

There are several "application" definitions; you enter a deeper sub-mode that deals only with the definitionfor HelloWorld. The prompt changes to: ccub-doc-gw4 <config-app-param># and you can now add theactual parameter information.

4 param CVPPrimaryVXMLServer 10.86.132.141

Enter the new configuration line and the system will overwrite the previous line.

5 <Ctrl-z>

Leave configuration mode.

6 sh run

Examine the revised running configuration and be sure the definition for the HelloWorld application isnow correct.

VXML Server TroubleshootingThe following topics provide general troubleshooting procedures for the VXML server as well as tips forspecific issues.

Check Status and/or Restart VXML ServerYou can check the status of the VXML Server (eitherUP orNot Reachable), shut down and restart the server,from the Operations Console using the following procedure:

Procedure

Step 1 Using VNC Viewer or a similar program, access the console of the Unified CVP server or virtual machine.Step 2 To start the Operations Console program, select Start > Programs > Cisco Unified Customer Voice Portal

> Operations Console.Step 3 Log in to the Operations Console using the password you established during the Unified CVP installation

process.Step 4 From the Operations Console menu, select System > Control Center.Step 5 Check the status of the VXML Server. It should be Up.Step 6 If you need to start the server, or shut down and restart the server, select the server using the radio buttons at

the left edge of the "Network Map" and click Start or Shutdown.Step 7 A status message indicates that the command has been sent to the server. Wait at least one minute, and then

reselect System > Control Center from the menu to recheck the server status.Step 8 Apply another operation (Start or Shutdown) as needed.


Troubleshooting Tips and TechniquesVXML Server Troubleshooting

Restart VXML Server Using Windows Services ManagementThe VXML Server is actually a service running on the Unified CVP server. You can restart the VXML Serverby restarting the VXML service fromWindows Services management on the Unified CVP server as follows:

Procedure

Step 1 To access Windows Services management, selectMy Computer >Manage > Services and Applications >Services.

Step 2 Select Cisco CVP VXML Server. The service description appears on the left of the entry.Step 3 Within the description, click Restart.

This method restarts the service more quickly than restarting it through the Operations Console usingSystem > Control Center.

Note

What to Do Next

If you are unable to restart the VXML Server, see the related troubleshooting topic.Note

Related Topics

VXML Server Not Reachable and You Cannot Restart It, on page 159

VXML Server Not Reachable and You Cannot Restart ItIf you check the status of the VXML Server from the Operations Console and its status is Not Reachable,try the following option:

• Attempt to restart the server fromwithin the Operations Console and fromWindows ServicesManagementusing the methods provided in sections.

• Reboot the all-in-one server, and then recheck the VXML Server status in the Operations Console. Itmust be Up to successfully perform the exercises.

Related Topics

Check Status and/or Restart VXML Server, on page 158Restart VXML Server Using Windows Services Management, on page 159

Access VXML Server Administrative Batch FilesThe VXML Server administrative batch files provide control over the voice applications deployed to theVXML Server and provide status information about the deployed applications.


Troubleshooting Tips and TechniquesRestart VXML Server Using Windows Services Management

The following table describes each batch file.

Batch File UseBatch File Name

Deploys your custom application to the VXML Server.

Be sure to use deployApp.bat. Do not usedeployApp.sh.

Note

deployApp.bat

Suspends the application. After all calls are handled, removes the applicationfrom server memory.

releaseApp.bat

Restarts a suspended application.resumeApp.bat

Plays "application suspended" message for new calls; continues to handleolder, active calls.

suspendApp.bat

Updates a deployed application with changes made to it in Call Studio, andthen redeploys the application.

updateApp.bat

Provides running and current call handling status for the application, asfollows:

• Running status

• Active callers requesting this application

• Number of sessions waiting to end

status.bat

Procedure

Step 1 Open a file browser within the all-in-one-box server.Step 2 Browse to the location of the application you need to administer.

• C:\Cisco\CVP\VXMLServer\applications\HelloWorld\admin

• C:\Cisco\CVP\VXMLServer\applications\customhelloworld\admin

Access Read and Clear VXML Server Log FilesYou can access, read, and clear the VXML Server log files.The following table describes the log files in each log folder.

Log File UseLog Folder Name

Provides start and exit information for each element in the voice application for each call flow.ActivityLog


Troubleshooting Tips and TechniquesAccess Read and Clear VXML Server Log Files

Log File UseLog Folder Name

Provides a log of administrative operations such as start server, deploy an application, updatean application, and so on.

AdminLog

Indicates that data has been sent to the reporting server.CVPDatafeedLog

SNMP events for levels 1 through 5 for this application.CVPSNMPLog

Provides error information for each call.ErrorLog

Procedure

Step 1 Open a file browser within the all-in-one-box server.Step 2 Browse to the location of the application you need to examine, as follows:

• C:\Cisco\CVP\VXMLServer\applications\HelloWorld\logs

• C:\Cisco\CVP\VXMLServer\applications\customhelloworld\logs

Call Server TroubleshootingThis section provides tips and techniques to troubleshoot the Unified CVP Call Server. It supplements thegeneral troubleshooting issues and audio error messages section, which includes problemswith the call server.

When the CVP Call Server status is partial:

• An immediate busy signal usually indicates an issue with the gateway or a call server that is down.

• This is normal status for the standalone applications because the call server is not connected to UnifiedICM.

• In the comprehensive exercise, a status of partial usually indicates a problem with the configuration ofthe PG connecting Unified CVP to Unified ICM.

You do not need a license file for the test implementation of the call server. However, the testimplementation is limited to 30 simultaneous calls. This means that, if, for some reason, calls are not beingcompleted and are stuck in the system, additional calls (over 30) will not go through and will be loggedas errors.

Note

Related Topics

Common Audio Responses and Error Messages, on page 149Troubleshooting PG Installed on Unified CVP Server, on page 172


Troubleshooting Tips and TechniquesCall Server Troubleshooting

Reporting Server TroubleshootingThe following table provides troubleshooting information for the Reporting server:

DetailsIssue or Tip

Check the status of the reporting server from the Operations Console. Choose System > ControlCenter

Status of the Reporting server

From the Operations Console menu, select Device Management > Reporting Server > click thereporting server link. On the Edit Reporting Server Configuration window, click Statistics.

You should see events received and seeDatabase Writes. If you see events, but do not see DatabaseWrites, confirm you followed the these rules when creating the hostname of the Unified CVP server:

The CVP VXML Standalone Server with Reporting exercise uses the Reporting Package, which isone of the Unified CVP installation selections. This package requires the hostname or Windowshostname for the Unified CVP server to be 12 characters or less and the hostname cannot includeany dashes.

In the example exercises, the server hostname is DOCCVP801.

If the hostnamemeets these requirements, the exercises work properly, and do generate call reportingevents. However, no data is written to the Informix database.

Check for call events beingsent to the Reporting server.

Call Studio (customhelloworld) TroubleshootingThis section describes common Call Studio (customhelloworld) issues and error messages you may encounter,and provides solution to help troubleshoot these issues.

Call Studio (customhelloworld) Audio Error MessagesWhen you complete the customhelloworld exercise and call its DN, you may receive the following audio errormessage:

“I'm sorry, we are experiencing difficulties. Please call back at a later time.”Complete the following actions to help isolate the problem:

• Assuming you previously performed Exercise #1 successfully, try placing the HelloWorld call.

If the HelloWorld call goes through, the voice gateway, VXML Server, and UnifiedCM are all working and the issue is with some aspect that is unique to thecustomhelloworld implementation.

Note

• On the Unified CVP server, run status.bat from C:\Cisco\CVP\VXMLServer\admin, to verifythat customhelloworld is running on the VXML Server. You can also see if there are active callers orsessions waiting for the customhelloworld application.


Troubleshooting Tips and TechniquesReporting Server Troubleshooting

• If you are performing the TTS version of this exercise, confirm that you put text into the TTX box.

• If you created customhelloworld to play a text message, the TTS server is a unique link in thecustomhelloworld exercise. (In the prior exercise, the HelloWorld application does not require a TTSserver.) Access the TTS server and verify that its status is Up.

• If you are performing the non-TTS version of the exercise, confirm that the link to the audio file is typedcorrectly in the URI box and the name of the .wav file is spelled correctly.

• Confirm that the wave file you are trying to access (non-TTS version of the customhelloworld exercise)has been copied to: C:\Cisco\CVP\VXMLServer\IIS\webapps\CVP\audio.

• Access the voice gateway configuration file and verify that it properly points to the TTS server.

Related Topics

Modify Gateway Standalone Template Example for Getting Started Exercises, on page 29View Copy and Print the Voice Gateway Configuration File, on page 156

You Receive the Message customhelloworld: Validation Failed. Please SeeCall Studio Problems View for Details.

Problem You attempt to validate the customhelloworld application and receive the message: customhelloworld:Validation failed. Please see Call Studio Problems view for details.

Solution Examine the Call Studio Problems tab at the bottom of the Builder window. You see the message:The value of the setting "Caller Input" cannot be left blank or contain the following characters: <, >, ", ', and&.

Scroll the Call Studio Problems tab to the left and you will see the project name and the element Locationthat contains the problem. Click the element referenced to in the error message (in this case: CVP SubdialogReturn_01). Note that Caller Input is blank. Enter yes in the Value column for Caller Input so the applicationreturns a value when the application receives a call.

Related Topics

Subdialog Return - Caller Input Error, on page 165

You See the Message that Windows Cannot Open the File deployApp.shProblem You are trying to deploy the voice application on the VXMLServer and you see the message:Windowscannot open this file: deployApp.sh. Use the Web service to find the appropriate program.

Solution You need to use deployApp.bat. Do not use deployApp.sh.


Troubleshooting Tips and TechniquesYou Receive the Message customhelloworld: Validation Failed. Please See Call Studio Problems View for Details.

You See the Message that the Application is Loaded and Running but Errorswere Encountered while Initializing the Application

Problem You are trying to deploy the voice application on the VXML Server and see a message indicatingthat the application is loaded and running; however, errors were encountered while initializing the application.

Solution The error message continues:

This could happen if loggers encountered errors on initialization which prevented them from being activated.It could also happen if start of application class(es) that were configured not to cancel the deploy/updateencountered errors while executing.

See the application error log or the global error log for descriptions of the error(s) encountered.

Ignore this message for these exercises.

You Receive a Validation Failed Message When Deploying customhelloworldApplication from Within Call Studio

Problem You attempt to deploy the customhelloworld application from within Call Studio and receive themessage: Validation Failed

Solution From Call Studio, examine the following:

• Call Studio Problems tab, displayed below the design window, provides configuration error information.

• Use Default Audio Path must be deselected so that the application provides the defined path, and notthe default path when you implement the non-TTS version of the exercise.

You Hear a TTS Response Instead of holdmusic.wav When You Ccallcustomhelloworld DN

Problem You call the customhelloworld DN and instead of the expected holdmusic.wav response, you hearthe TTS response you created earlier.

Solution You left the original TTS response typed into the TTS box of the audio element (as suggested). Theapplication first attempts to locate and play the designated audio file. When it cannot do so, it attempts thetext response. Because it is playing the text response, you know that customhelloworld is working. However,the URI you entered is probably incorrect.

Related Topics

You Hear holdmusic.wav but Hear a TTS Response Instead, on page 152


Troubleshooting Tips and TechniquesYou See the Message that the Application is Loaded and Running but Errors were Encountered while Initializing theApplication

Subdialog Return - Caller Input ErrorThe Subdialog Return element requires a yes or no value for its Call Input parameter. In the following screenexample, the user first left the Caller Input value blank. When the user tried to validate the application, theuser received the error shown in Call Studio Problems. The screen shot shows that the user then typed in yesto fulfill the requirement. When the user tries to validate the application again, the error will no longer bedisplayed.

Figure 79: CVP Subdialog Return Element - Caller Input Error

Troubleshooting Comprehensive Call Flow ExerciseMuch of the following troubleshooting information is specific to the comprehensive exercise. Use thisinformation in conjunction with the previous troubleshooting topics.


Troubleshooting Tips and TechniquesSubdialog Return - Caller Input Error

Comprehensive Exercise Audio Error MessagesThe following table describes the most common audio error messages you may receive while completing theComprehensive exercise.


Be sure the ECC variables you added are spelled properly, especially the variables usedin the Unified ICM script. If you must add a correctly spelled variable that was used inthe script, be sure to update the corresponding Set Variable element in the Unified ICMscript.

An incorrectly spelled or configured user.microapp.ToExtVXML will cause thisproblem.

I'm sorry, we are experiencing difficulties.Please call back at a later time.

In Script Monitor mode, check the Unified ICM script editor for the DN. Is the scriptconnected properly? Refer to the configuration screen shots in the task to add call transferto the Comprehensive exercise.

See the topic related to troubleshooting the PG that is installed on the Unified CVPServer.

Be sure you properly created the Dialed Number entries using the correct numbers forthis exercise.

Once you create the proper DN entry, you must also create the proper Call TypeManagerentry for the new DN.

I'm sorry, we are currently experiencingsystem problems and are unable to processyour call. Please try again later

Related Topics

Troubleshooting PG Installed on Unified CVP Server, on page 172Create Call Type Manager Entry Routing Script and Call Schedule, on page 133General Troubleshooting Issues and Audio Error Messages, on page 149Set Up Dialed Numbers, on page 124

Quick Troubleshooting Checks for Comprehensive Call Flow ExerciseFor the Comprehensive exercise, there are a number of servers, services, and other components that must beUp. It is possible that one or more of these components was turned off or not enabled during the set up process.

• ICM services

◦Cisco ICM icm Distributer

◦Cisco ICM icm LoggerA

◦Cisco ICM icm RouterA

• CVP Call Server and VXML Server

• Peripheral Gateway service


Troubleshooting Tips and TechniquesComprehensive Exercise Audio Error Messages

• CM server (route patterns)

• TTS server

• HelloWorld and customhelloworld voice applications are running on the CVP Server

You can verify if any of these components has a not ready condition and start them if they are not Up andrunning.

Related Topics

Verify Status and Start CVP Call Server, on page 167Verify Status and Start ICM Services, on page 167Verify Status and Start PG on Unified CVP Server, on page 169Verify Route Patterns on CM Server, on page 169Verify TTS Server Status, on page 169Verify Voice Applications Are Running on VXML Server, on page 170

Verify Status and Start ICM ServicesDuring the configuration process, some services are shut down and some services may not get enabled. Forthe Comprehensive exercise, the following services must be Up:

• Cisco ICM icm Distributer



where icm refers to the Unified ICM instance you are using for the Comprehensive exercise.

Use this procedure to verify the status of these services and, if necessary, to start any services that are stopped.

Procedure

Step 1 Sign into the Unified ICM server using VNC viewer or a similar program.The workstation folder opens with a set of functions listed on its desktop.

Step 2 Double-click Service Control and verify that the ICM services are running.Step 3 Select any service that is Stopped and click Start.

Verify Status and Start CVP Call ServerThe CVP Call Server should be Up. If the call server is Down, or the status is Partial, you must start the callserver.

Use this procedure to verify the status of the CVP Call Server and, if necessary, to start a call server that isin the stopped condition.


Troubleshooting Tips and TechniquesQuick Troubleshooting Checks for Comprehensive Call Flow Exercise

Procedure

Step 1 Sign into the all-in-one-box server and start the Operations Console.Step 2 Select System > Control Center.

The call server status should beUp. If the server status isDown, or if its status is Partial, perform the followingsteps:

a) Examine the Hostname and IP address.

1 If the hostname and IP address is correct, select the server and click Start. Then selectRefresh: Every30 Seconds, and click Go. Wait at least two minutes.

2 If the hostname is incorrect, click the server link and make the change, and then click Save & Deploy.If the IP address is incorrect or if you need to activate select services (ICM, IVR, and SIP should beselected), you must delete this definition and add a correct one using the procedure to set up the callserver in the Operations Console.

If you deploy a new server definition with a new hostname for the call server, you must selectthe VXML Server definition, select the new call server for the Primary Call Server and selectSave & Redeploy to save and then redeploy the VXML Server.

Note

b) If the status of the call server is Partial, check the status of the Peripheral Gateway.c) Verify that the VXML Server status is Up.

Perform the following steps:

1 If the VXML Server status is Down, examine the Hostname and IP address. If this information iscorrect, select the server and click Start. Then select Refresh: Every 30 Seconds, and clickGo. Waitat least two minutes.

2 If you need to change the server definition, click the server link. You can update the Hostname andPrimary Call Server selections; however if the IP address is wrong, delete the definition and add onewith the proper IP address using the procedure to add the VXML Server to the Operations Console.You must click Save & Deploy to make your changes effective.

If you have to delete the VXML Server definition and add one with a corrected IP address,you must redeploy the customhelloworld voice application.

Note

d) The Gateway status on the Control Center - Network Map will be N/A. To ensure that the ingress gatewayis up, click the link for the gateway entry in the table, and on the Edit Gateway Configuration windowselect IPS Commands > Show Version. The version information for the gateway displays.If you see a Failed to authenticate message, be sure the Username and Passwords fields for the gatewayhave the correct entries and Save if necessary. If you still cannot reach the gateway, try to telnet or pingthe gateway server. You may need to reload the server.

Related Topics

Add Unified CVP VXML Server to Operations Console, on page 98Deploy Custom Unified Call Studio Application on VXML Server, on page 64Identify and Setup Call Server in Operations Console, on page 94Sign In to All-in-One-Box Server and Start Operations Console, on page 40Verify Status and Start PG on Unified CVP Server, on page 169



Verify Status and Start PG on Unified CVP ServerUse this procedure to verify the status of the Peripheral Gateway on the Unified CVP Server and, if necessary,to start the PG service if it is not running.

Procedure

Step 1 Sign into the Unified CVP server and double click the ICM Service Control icon.The ICM Service Control window opens.

Step 2 If the PG service is not started, select it and click Start.If the PG service does not start, refer to the topics related to troubleshooting the PG installed on the UnifiedCVP server.

Related Topics

Troubleshooting PG Installed on Unified CVP Server, on page 172

Verify Route Patterns on CM ServerUse this procedure to verify that you have the route patterns 8005557777 and 7005557777 defined on theUnified CM server for the Comprehensive call flow exercise.

Procedure

Step 1 Point a browser to the Unified CM IP address or hostname.The Product Selection window opens.

Step 2 SelectDevice > Trunk > Find and verify that you have route patterns 8005557777 and 7005557777 defined.Scroll down and examine the SIP Information section Destination Address field. If the route patterns are notset up properly, see the topics related to modifying the Comprehensive exercise for VoIP phones and definingroute patterns.

Related Topics

Define Route Patterns, on page 27Exercise Modification for VoIP Phones Using Unified CM, on page 23

Verify TTS Server StatusIf you are using the TTS version of customhelloworld and HelloWorld and it works properly butcustomhelloworld does not, check that the TTS server is running.



Procedure

Sign into the server that is hosting the TTS server and verify that the TTS server is running. Start the TTSserver if it is not running.

Verify Voice Applications Are Running on VXML ServerVerify that the HelloWorld and customhelloworld voice applications are running on the VXML server.

Procedure

Step 1 Log in to the Unified CVP server and using a file browser, go to C:\Cisco\CVP\VXML Server\admin.Step 2 Double-click status.bat.

The command window that opens provides the status of HelloWorld and customhelloworld. If they are notRunning, refer to the topics related to accessing the VXML Server administrative batch files.

Related Topics

Access VXML Server Administrative Batch Files, on page 159

Comprehensive Exercise Common IssuesThis section includes common symptoms and possible causes for failure of the Comprehensive exercise calls.

The content focuses on ICM-specific and comprehensive-unique issues. Many issues common to thestandalone exercises have their counterparts in the Comprehensive exercise. For more suggestions andother error messages, refer to topics related to general troubleshooting issues, and common audio responsesand error messages.

Note

Related Topics

Troubleshooting PG Installed on Unified CVP Server, on page 172General Troubleshooting Issues and Audio Error Messages, on page 149

Neither DN Provides Any Response...the Line is Silent and the Call Does Not Connect orTerminate

Possible Cause For the Comprehensive exercise, if Cisco ICM icm RouterA is not started, it will causethis effect. As well, some PG issues will also cause the issue of no response at all. For example, the PGtype must be type 10.

Solution Open the ICM Service Control tool to check if the Cisco ICM icm RouterA service is running, andstart Cisco ICM icm RouterA if the service is not running, perform the following steps:


Troubleshooting Tips and TechniquesComprehensive Exercise Common Issues

1 Log in to the Unified ICM server using a program such as VNC viewer.

The workstation folder opens with a set of functions listed on the desktop.

2 Double-click Service Control and verify that the Cisco ICM icm RouterA service is running.

3 If Cisco ICM icm RouterA is not started, select Cisco ICM icm RouterA and click Start.

Troubleshoot the PG. See troubleshooting topics related to the PG installed on the Unified CVP Server.

Related Topics


One DN Works Properly but the Other One Does NotSolution Perform the following steps to troubleshoot DN problems of this type for the Comprehensive exercise:

1 Open the Unified ICM Script Editor with the script for the call that does not work.

2 Select Script >Monitor Script and place the call again. Monitor mode will indicate how far the call isprocessed through the script.

3 Check that you have saved the latest Unified ICM call script. If it was not saved, save the script and retrythe call.

4 Check the connections on the calls script. See topics related to call transfer additions.

Related Topics

Call Transfer Addition to Exercise, on page 135

There Is No Response and the Call Disconnects After a Few SecondsSolution Be sure the ECC variables you added are spelled properly, especially the variables used in the ICMscript. If you must add a correctly spelled variable that was used in the script, be sure to update thecorresponding Set Variable element in the ICM script.

An incorrectly spelled or configured user.microapp.UseVXMLParms will cause this problem.

The customhelloworld Message Plays, but the Call Does Not Transfer to the Designated VoIPExtension

Problem When you initiate a call transfer during the Comprehensive exercise, the customhelloworld messageplays, but the call does not transfer to the designated VoIP extension.

Solution Be sure the ECC variables you added are spelled properly, especially the variables used in the UnifiedICM script. If you must add a correctly spelled variable that was used in the script, be sure to update thecorresponding Set Variable element in the Unified ICM script. Also, an incorrectly spelled or configureduser.microapp.ToExtVXML will cause this problem.


Troubleshooting Tips and TechniquesComprehensive Exercise Common Issues

Related Topics

Call Transfer Addition to Exercise, on page 135

Receive a Busy Signal When You Place a CallProblem During the Comprehensive exercise, you receive a busy signal when you place a call.

Solution Perform the following steps:

1 Open the Operations Console and select System > Control Center.

2 If the status of the call server is Partial troubleshoot the PG. See troubleshooting topics related to the PGinstalled on the Unified CVP Server.

Related Topics


Troubleshooting PG Installed on Unified CVP ServerThis section describes common issues and audio error messages you may encounter that can prevent the PGfrom working properly during the Comprehensive exercise.

If you need to modify the PG configuration, first stop the PG service. Be sure to restart the service afteryou save the new configuration. To stop and start the service, log in to the Unified CVP server anddouble-click the ICM Service Control icon. Select the PG service and click Stop or Start as appropriate.

Tip

When you run icmsetup on the Unified CVP system, you must use the same instance name that you usedto create the ICM instance on the Unified ICM system.

Check the instance names by running icmsetup.

Tip

PG Related Audio Error MessagesWhen you complete the Comprehensive call flow exercise and place a call, you may receive the followingaudio error message:

“ I'm sorry, we are currently experiencing system problems and are unable to process your call. Please tryagain later.”In this exercise, the gateway dial peer uses the label: 123456789>, which will match the 1234567890 labelconfigured in ICM for the VRU definition.

To check for the proper label, in the ICM Communication Manager, choose Tools > Explorer Tools >Network VRU Explorer.


Troubleshooting Tips and TechniquesTroubleshooting PG Installed on Unified CVP Server

The Call Server Status is Partial, but the Example Works with a PG Instance of 2Problem The status of the call server is partial but if you change the PG instance to "2" the example works.

Solution You must enter the number of PGs as a range (1-2 in this example).

Related Topics

Verify Enough PG Places Allocated On Unified ICM, on page 100

The Status of the Call Server is PartialSolution The ICM system assigns this number when you add the PG using icmsetup on the Unified ICMsystem.

On the Unified CVP system, run icmsetup. On the Peripheral Gateway Component Properties window, enterthe same Logical Controller ID the Unified ICM system assigned previously

No Response When You Place a CallProblem There is no response at all when you make either the 8005557777 or the 7005557777 call during theComprehensive exercise.

Solution Check for the proper PG type. In the ICM Communication Manager, choose Tools > Explorer Tools> Network VRU Explorer. Click Retrieve, then select the PG you created and examine its configuration.

Track Call Progress Using Unified ICM Script MonitoringThe Unified ICM scripting tool provides a monitoring mode that enables you to track the progress of a callthrough the Unified ICM script. This mode is especially helpful for both complex and simple scripts in thecomprehensive exercise, the as it provides the following valuable information:

• Indicates whether or not the call reached the Unified ICM portion of the call flow.

• Indicates whether or not the call completed specific parts of the script and, if there is more than one pathin the script, which path the call took.

Enable ICM Script MonitoringTo enable the script monitoring function, complete the following steps:


Troubleshooting Tips and TechniquesTrack Call Progress Using Unified ICM Script Monitoring

Procedure

Step 1 Log in to the Unified ICM server and open the script editor.Step 2 Open the script you need to monitor and click themonitoring icon (set of blocks with a magnifying glass)

or select Script > Monitor Script.The script editor displays the script with green boxes, indicating howmany times a call flow has reached eachbox.

Figure 80: ICM Scripting Tool - Monitoring Turned On

Step 3 Place a call and wait for a few seconds.In the following example, the user placed five calls with the following results:

• The Unified ICM system successfully set the variables for all five calls.

• Three of the calls completed properly as indicated by the 60% box.

• Two calls were terminated early (in this test, by the user hanging up) as indicated by the 40% box.


Troubleshooting Tips and TechniquesEnable ICM Script Monitoring

• None of the calls were sent to the error path as indicated by the 0% box.

Figure 81: ICM Scripting Tool - Monitoring Results

In the comprehensive exercise you create two Unified ICM scripts. To monitor the calls from the otherdialed number, switch to the other Unified ICM script.

Note





C H A P T E R 13Online Help and Additional Resources

The Operations Console Online Help describes how to use the Operations Console to configure and performbasic monitoring of the components that make up the Cisco Unified Customer Voice Portal (Unified CVP)solution. For design considerations and guidelines for deploying enterprise network solutions that incorporateUnified CVP software, see the Cisco Unified Customer Voice Portal Solution Reference Network Design(SRND).

To start using Unified CVP in your production environment, see the documents available in the Unified CVPdocumentation set.

Refer to...For More Information on...

Hardware and Software System Specification for Cisco Unified Customer Voice PortalSoftware

The versions of software and hardwarethat are required and compatible with theUnified CVP solution

Release Notes for Cisco Unified Customer Voice PortalSystem requirements, features of therelease, packaging information,limitations and restrictions, and a list ofknown defects

Cisco Unified Customer Voice Portal Solution Reference Network Design (SRND)The Unified CVP product and how toplan for a Unified CVP deployment

Installation and Upgrade Guide for Cisco Unified Customer Voice PortalInstalling Unified CVP software,performing an initial configuration, andupgrading from earlier versions ofUnified CVP software

Configuration and Administration Guide for Cisco Unified Customer Voice PortalSetting up, running, and administeringthe Unified CVP product, includingassociated configuration

Reporting Guide for Cisco Unified Customer Voice PortalConfiguring the reporting server andReporting Database and using reporttemplates to generate reports






http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_release_notes_list.html


http://www.cisco.com/en/US/products/sw/custcosw/ps1006/prod_installation_guides_list.html



Refer to...For More Information on...

Troubleshooting Guide for Unified Customer Voice PortalIsolating and solving problems in theUnified CVP solution

Cisco Unified CVP VXML Server User GuideUsing the Unified CVP VXML software

Cisco Unified Call Studio User GuideUsing the Call Studio environment tocreate VXML applications and deployingapplications to the VXML Server

Say It Smart Specifications for Cisco Unified Customer Voice PortalConfiguration options for Unified CVPVXML Say It Smart plugins

Programming Guide for Cisco Unified Customer Voice PortalBuilding components that run on theVXML Server

Javadocs for Cisco Unified Customer Voice Portal are installed as part of the CiscoUnified Customer Voice Portal software installation.

Java application programming interfaces(APIs) to Unified CVP VXML software

Port Utilization Guide for Cisco Unified Customer Voice Portal SoftwareThe ports used by Unified CVP softwarecomponents

You can also find additional background information on related products and technologies in the followingdocuments:

• Session Initiation Protocol (SIP) - Cisco SIP Proxy Server Data Sheet

• Simple Network Management Protocol (SNMP) - http://www3.ietf.org/


Online Help and Additional Resources

http://www.cisco.com/en/US/products/sw/custcosw/ps1006/






http://www.cisco.com/en/US/products/sw/voicesw/ps2157/products_data_sheets_list.html

http://www3.ietf.org/

Glossary

GLOSSARY

ACD

Automatic Call Distributor.

AIN

Advanced Intelligent Network, a broad term encompassing a carrier's interface to adjunct computingdevices like the Network Applications Manager.

ANI

Automatic Number Identification (calling party number).

Application

A specific set of customer call-processing business rules as captured in the customer's customNAM/ICMscripts, the customer's custom prompts, and any database lookups/API interactions defined to theNAM/ICM. Generally these rules will apply to a specific customer function.

CRS Admin

Application Administrator, an ISN configuration and administration tool with aWeb browser interface,which you use to perform tasks such as taking the Application Server engine in- and out-of-service,and monitoring system and call status.

Application Developer

The person who designs and writes the NAM/ICM scripts that comprise the logic of the application.

Application Prompts

The customer's custom prompts for use with their NAM/ICM scripts.

ASP

Application Service Provider.


AS or App Server

Application Server, one component of the ISN. It is the VXML client that queries the ApplicationServer.

Asynchronous Communications

See Out of Band Communications.

Automated Speech Recognition (ASR)

The ability to provide speaker independent voice recognition for gathering information form the callingparty.

Bearer Path

Term referring to the actual voice path (RTP stream in VOIP), as opposed to a data or signaling pathfor call control.

Blind Transfer

Generally, a transfer is the handing-off of a call from one agent/number to another agent/skillgroup/number. In a blind (or single step) transfer, the transfer is made without the initial agentdetermining whether the second agent is willing/able to take the call and is thereby distinguished froma consultative transfer. Blind transfer can be provided by a premise switch, an Intelligent Network, orthrough a VRU (when supported). The ISN supports blind transfer, referred to as VRU Blind Transfer.

Call Context

The collection of per-call information pertaining to a given call, used in conveying call (and caller)information between call routing service points. Call context typically refers to the set of peripheral(call) variables and/or ECC data gathered for the call (that is, caller account number, PIN, and so on);this data is moved to the CTI desktop through translation routing and is also used in ICM reporting(Termination Call Detail and Call Route Detail).

Caller

The person who originates the session by picking up the phone and dialing the number which terminateson an ISN port.

Call segment

Each time the call adds, drops or changes a participant, a segment ends and a new one starts. The firstsegment occurs between the caller and the ISN, and the second between the caller and an agent (orother called party), the third may be either.

Called party

The party who answers the second leg of a transferred call. They become part of the call when the ISNinitiates an outbound call. Their only actions (as recognized by the ISN) are to either (a) answer thecall or to (b) hang up.

Central Controller

The computer or computers running the ICM CallRouter and ICM database manager (Logger). Inaddition to routing calls, the Central Controller maintains a database of data collected by the PeripheralGateways.


Glossary of Terms

CICM

Customer ICM. In the optional two-tier service bureau (carrier) configuration, the CICM is the tierproviding the carrier customer-specific routing function. CICMs receive customer-specific call routerequests from the NAM; they typically perform more elaborate scripted call routing usingcustomer-specific advanced services or agent and skill context. See NAM.

Consultative Transfer

Generally, a transfer is the handing-off of a call from one agent/number to another agent/skillgroup/number. In a consultative transfer, the transfer is made only after the initial agent determineswhether the second agent is willing/able to take the call and is thereby distinguished from a blindtransfer. When ISN is deployed premise-based, it can be used as a switch, and queuing point, forconsultative transfer. (Note that ICM does not support consultative transfer with Network based switchesor VRUs.)

CVP

Customer Voice Portal. Cisco interactive voice response unit; detects and responds to a caller's voiceand touch tone input during a call.

DDSN

Distributed Diagnostics and Service Network.

DLL

Dynamic Link Library.

DNIS

Dialed Number Information Service (called party number).

DTD

Document-Type-Definition. Syntax rules for an XML document.

DTMF (Dual Tone Multi-Frequency)

Traditional touch tone system for entering call numbers and data.

dumplog

A command line utility (dumplog.exe) used to view the Voice Browser log files. The command readsthe file, formats the event data, and writes the formatted data to the workstation screen.

ECC

Expanded Call Context variables used in the Script Editor, but also passed to VRU or ISN throughICM/VRU messaging. All ECC variables have fixed names.

Empty Capability Set

Specification within H.225 which specifies the mechanism for transferring calls while maintaining callcontrol.


Glossary of Terms

EMS

Event Management System. As used by ICM, EMS is a library of API calls that provide a frameworkfor storing system events to a local log file and for formatting the alarm traffic sent to SDDSN. SomeISN processes (nmm, nodeman, voicebrowser, af) use the API for local process logging. All ISNcomponents use the API for generating the alarm events that are sent to the SDDSN.

Endpoint (EP)

A device that can accept/originate VoIP calls.

Enterprise

A singular company or agency, possibly spanningmultiple call centers. The Enterprise ICM configurationconsists of single-tiered ICM topology, where the PSTN interface receives and responds to call routingrequests wholly targeted at the enterprise itself. (This is in contrast with the two-tiered NAM modeldeployed for service providers.)

FXS Port

Accepts input from an analog phone call input (POTS caller).

Gateway (GW)

An SIP device that allows standard PSTN-based phone, using TDM technology, to utilize an IP-basednetwork.

Get Digits (GD)

Micro-application that plays a media file and retrieves digits.

Get Speech (GS)

Micro-application that collects ASR input after prompting a caller.

HTML

Hypertext Markup Language.

ICM

Intelligent Contact Management.

ICM/IVR Service Control Interface

Formerly called GED-125 VRU Service Control Interface.

In-band Signaling

Using the audio path of a telephone call to signal the network; this usually implies DTMF.

Initial Routing Client

The first ICMRouting Client that uses a New Call message to announce the call to the ICMCallRouter.This Routing Client will also be the only Routing Client eligible to receive a Network Transfer Connect.


Glossary of Terms

Internationalization

The process of re-engineering an information product so that it can be easily adapted for native use inany locale around the world.

IPC

Inter Process Communication. Used to pass data between separate local or remote processes.

IP-IVR

IP based IVR product produced by Cisco.

ITSP

Internet Telephony Service Provider.

IVR

Interactive Voice Response. See VRU. (Cisco makes no distinction between these terms.)

IXC

Inter-exchange Carrier. A long-distance telephone company owning or controlling the voice and controlnetwork infrastructure. AT&T, MCI, and Sprint are examples of IXCs in the domestic North Americanmarket.

Label

A text string issued by the NAM to its routing client in response to a route request. Labels are predefinedusing the ICM Configuration tool. A label is a symbolic representation of the exact target location.Labels are free-form and the format is generally dictated by the specific peripheral (ACD, VRU, ISN,PSTN, and so on).

Locale

An identifier for a particular combination of language, region and optional variant. In the context ofthe ISN, this defines:

- Part of the directory structure for accessing media files.

- The grammar to be used when playing numbers and dates.

Localization

The process of adapting an internationalized information product for use in a specific locale.

Menu

Micro-application that plays a menu media file and retrieves the digit entered as the menu choice.

Micro-App or Micro-Applications

General term for a specific, predefined function in the ISN that can be invoked from the ICM.Micro-applications for ISN consist of: Play Media, Play Data, Get Digits, Get Speech, and Menu.

MDS

Message Delivery System. The mechanism used to provide IPC messages in the ICM system.


Glossary of Terms

Media Resource Control Protocol (MRCP)

Protocol defined by Cisco, Nuance and Speechworks for providing ASR and TTS capabilities.

MIB

Management Information Base. The MIB defines all the information about a managed system that amanager can view or modify. The isnlarms.mib file is a text file in a standard MIB format, providedfor third party software interpretation of the SNMP traps. The isnlarms.mib file is installed on the VoiceBrowser and Application Server target machine in the directory <destination location>\bin.

NAM

Network Applications Manager. In a two-tier service bureau (carrier) configuration, the NAM is thetier providing direct communication with the carrier PSTN. Route requests arrive at the NAM from theIXC carrier network and are forwarded, based on specific call properties, to the appropriate CustomerICM (CICM). A NAM usually contains only a small configuration that allows it to directly route asubset of calls and dispatch other calls to the appropriate CICM. The NAM receives route responsesfrom all CICMs and forwards them to the carrier network.

NIC

Network Interface Controller. The ICM process that enables communication to the Inter-ExchangeCarriers (IXC) signaling network. NICs typically communicate with the PSTN SSP using the ICM SS7gateway or directly to customer service control points (SCP) using UDP/IP or X.25. The NIC receivescall routing requests from the IXC network, formats and transfers them to the ICM CallRouter, andsubsequently obtains routing labels in response and returns them to the IXC signaling network.

NMM

Node Manager (manages the NM processes). One nmm can manage multiple nm processes even fordifferent components.

Nodeman

Node Manager, self-healing feature of Cisco ISN, NAM, and ICM software.

Node Managed Process

A fundamental concept within the ISN NAMs platform. Node managed processes are started, stopped,and monitored by the platform.

OAMP

Cisco operations, administration, maintenance, and provisioning tool.

Out-of-band Communications

A connection to the Voice Browser initiated by the Application Server for processing informationasynchronous to the normal call steps, for example, for transferring a queued call.

Out-of-band Signaling

Using a shadow data path to signal the network; ISDN is an example of out of band signaling.


Glossary of Terms

Outpulse Transfer

The ability to perform a transfer by sending DTMF tones to a carrier network indicating a transfershould occur, and the destination PSTN address. An example is ATTs transfer connect.

PBX

Private branch exchange - a phone company, PSTN.

PG

Peripheral Gateway. A basic component of the ICM distributed system. The PG consists of a dedicatedset of ICM processes and typically resides on a dedicated machine; it communicates directly with theperipheral (ACD, PBX, VRU) at the Call Center. The PG reads status information from the peripheraland forwards it to the ICM Central Controller. The PG may itself be a routing client, generating routerequests to the Central Controller and receiving route responses in return. A PG hosts one or morePIMs.

Phone Home

Refers to a capability of the Cisco RemoteMonitoring Suite to report alarms back to a customer supportcenter. This can be used, together with SDDSN, to provide alarm reporting for ISN.

Play Data (PD)

Micro-application that retrieves data from a storage area and plays it to the caller in a specific format,called a data play back type.

Play Media (PM)

Micro-application that plays a message to the caller.

Post-route

The ICM concept that enables the ICM to execute secondary routing decisions after a call has beeninitially terminated at the ICM-determined destination (for example, a Call Center agent). Post-routingallows the ICM to process calls when an ACD, VRU, or PBX receiving the initially routed call in turngenerates a route request. Like pre-route requests, an ICM CallRouter call type and script is used todetermine the resolved destination label for the request.

POTS

Plain Old Telephone System - traditional analog-based phone.

Pre-route

The ICM concept that enables the ICM to execute routing decisions before a call terminates at theICM-provided destination (for example, a Call Center). With pre-routing, the routing client receivesthe route request from the IXC and presents the request to the Central Controller. Based on a call typeand associated ICM routing script, the ICM CallRouter (typically using real-time PG data) generatesa routing label back to the routing client, which in turn presents it to the IXC.

Procmon

Process Monitor. A console process tool used to troubleshoot information on the ISN through ICMprocesses. Procmon can be run locally fromWindows 2000 command prompt or remotely from a Telnetsession.


Glossary of Terms

Prompt

A media file played to the caller.

PSTN

Public Switched Telephone Network. The public telephone network, providing the capability ofinterconnecting any home or office with any other. The term is typically used to pertain to any givencountry telephone domain, for example, domestic US and European carrier networks (and local PTT)alike.

Requesting Routing Client

In Network Transfer, the Requesting Routing Client is the ICM Routing Client that initiated thePost-Route Request that started the ICM routing script that is performing the Network Transfer.

Routing Client

An entity or abstraction capable of generating control path call route requests to the ICM system. EachICM logical interface controller (that is, the NIC) is mapped to one or more routing clients. A routingclient typically corresponds to a subsystemwithin an IXC or to a peripheral performing ICMpost-routing.

SCP

Service Control Point. A node in the IXC signaling network responsible for database routing functionsand billing. The ICM can communicate with the SCP or can appear as the SCP, depending upon signalingnetwork topology and deployment capabilities.

SDDSN

Standalone Distributed Diagnostics and Service Network. Also known as the Mini-logger, this systemallows non-ICM products to use the logging system in a standalone fashion.

Service Node

A network-addressable resource providing specialized call services beyond those found in a VRU. InIntelligent Network (IN) terms, a Service Node and VRU (or Intelligent Peripheral, IP) can both provideVRU and queuing functions. A Service Node, however, also has the additional ability to perform callswitching and call control whereas the VRU alone does not. For example, since the Cisco ISN productcan initiate call transfers, it is a Service Node. (In IN, the IP prompt / collect / queuing services belongto the Service Control Function.)

Service Provider

The term pertaining to IXC carriers; those companies owning or controlling some aspect of the PSTN.Service Providers typically deploy the ICM in a two-tiered NAM configuration (NAM and CICM) tooffer enhanced call routing services to their own customers. (Contrast with Enterprise.)

SIP

Session Initiation Protocol.

SNMP

Simple Network Management Protocol.


Glossary of Terms

Socket

An IPC mechanism that is supported on a variety of platforms. Allows for data to be passed betweenprocesses on both local and remote systems.

Source Routing Client

The Routing Client through which a call is transferred to the VRU. (In most cases this will be the InitialRouting Client.)

Stable Call

A call with an established audio path and no background switching activity taking place.

Switched Mode

Referring to the ISN, the switched mode is when the ISN moves a call within the IP network andcontinues to receive signaling events.

Syslog

UNIX-based logging mechanism similar to the Windows NT Event Viewer.

System Prompt

A set of prompts that are predefined by the ISN platform.

System Standard Prompts

A set of pre-defined prompts used by the system for the playback of dates, times, currency, errors, andso on.

Text to Speech Synthesis (TTS)

Ability to convert text string to speech for playing to calling party.

TDM

Time Division Multiplexing. Used to process calls in a circuit switched network.

TNT

Take Back And Transfer, a feature whereby a call is redirected from one target location to another.TNT helps to eliminate tandem connections between call centers by rearranging the network's switchedconnection.

Traditional Translation Route

A target at a peripheral that does not map to a specific service, skill group, or agent. When a call arriveswith the trunk group and DNIS corresponding to a translation route, the PG determines the ultimatetarget. When the ICM routes a call to a translation route, it sends a preliminary message to the PG. Forexample, the PG might be instructed to coordinate with a host computer so the caller's account numberis displayed on the CTI desktop application of the agent receiving the actual call. Also see TranslationRoute to VRU.


Glossary of Terms

Translation Route to VRU

A target at a Peripheral Gateway that does not map to a specific service, skill group, or agent. When acall arrives at a translation route, the Peripheral Gateway (PG) is responsible for determining the ultimatetarget. When ICM software routes a call to a translation route, it sends a message to the PG. Thismessage contains the ultimate target and further instructions for the PG. For example, the PG might beinstructed to coordinate with a host computer so that the caller's account number is displayed on theteleset of the agent who picks up the call.

Unstable Call

A call whose state is transitioning. For instance, during a transfer operation a call is termed unstable.

Unswitched Mode

Referring to the ISN, the unswitchedmode of operation is when the PSTN transfers a call. No switchingfunction takes place within the ISN.

URI

Uniform Resource Indicator.

URL

Uniform Resource Locator.

VB Admin

Voice Browser Administration, an ISN configuration and administration tool with a command lineinterface (CLI) you use to perform tasks such as controlling the Voice Browser, gathering statistics,and viewing system metrics and status.

Voice Browser (VB)

The ISN Voice Browser is one component of ISN. It is the VXML client that queries the ApplicationServer.

Voice Gateway

Gateways that convert PSTN calls to VoIP.

VRU

Voice Response Unit. An automated voice system designed for call center applications.

VRU Blind Transfer

The ability for a VRU to support blind transfer (see Blind Transfer definition) using the VRU interface.

VRU Type

A classification system for different types of call flows within the ICM system, used for determininghow to manage calls at VRUs or to be transferred to VRUs.


Glossary of Terms

VXML or VoiceXML

Voice eXtensibleMarkup Language. ADTD specifying a language for defining forms andmenus whichare used to conduct interactive dialogues with a user. The dialogue may involve the playing of recordedaudio prompts or TTS audio generated from the text in the document. Input from the user is collectedthrough ASR or DTMF. A VXML script may result in the playing of information retrieved from a webapplication, posting of collected inputs to a web application, or transfer of the call to a third party.VoiceXML is specified by the VoiceXML Forum

VoIP

Voice over IP, the concept of transmitting voice through a data network.


Glossary of Terms

http://www.voicexml.org


Glossary of Terms

I N D E X

A

admin batch files 61, 159voice applications 61VXML server, defined 159

all-in-a-box config described 15audio file location define in Call Studio 57

B

bat files 61for admin of voice application 61

best way to use this guide 2busy signal, troubleshooting 151

C

call data 77place call to customhelloworld to create data 77

call flow 6, 7, 8, 9, 11, 69comprehensive call flow model 11diagram and flow steps for reporting exercise 9diagram and flow steps of VXML standalone 7diagram and flow steps VXML standalone w. custom app 8models used in exercises 6VXML server - standalone 7VXML Server with reporting 69VXML standalone using custom voice app 8

call schedule, create 133call server 70, 75, 94, 161, 166

activate services - ICM - IVR - SIP 70, 94add to Ops Console and configure for comprehensive 94add to Ops Console and configure for reporting 70checks if server is not up 166local static routes 94status for comprehensive call flow exercise 166troubleshooting tips 161view "configuration" state using Operations Console 75

Call Studio 53, 56, 57, 61, 142, 144, 162, 163, 164, 16530 day free trial period 56

Call Studio (continued)access admin bat files for application 61activate license 56audio responses 162configure decision element 144configure digit element 144copy and reuse elements 144create new project 56create voice application call flow 57customhelloworld application deployment fails validation 164customhelloworld application validation failed 163CVP Subdialog Return, error 165define voice element 57deploy application 61deploy custom media file 142I'm sorry, we are experiencing difficulties, message 162installation procedure 53prerequisites for creating an application 56rename elements 144steps to start application 56troubleshooting 162validate application call flow 57voice application loaded but errors encountered 164Windows cannot open deployApp.sh 163

call types 124configure for comprehensive 124

codec for media files for VXML server 142Communications Manager 23, 24

create trunk for VoIP calls 24VoIP setup for exercises 23

components of CVP listed and described 5comprehensive call flow exercise 11, 83, 85, 86, 87, 91, 94, 98, 99,

100, 102, 104, 107, 109, 117, 124, 125, 127, 133, 134, 135, 137, 166, 170, 171, 172, 173

add and configure call server in Ops Console 94add PG to ICM config manager 104add reporting 137add VRU label 107add VXML server to ops console 98audio responses 166basic elements in the exercise, diagram 85call disconnects 171

Getting Started with Cisco Unified Customer Voice Portal 9.0(1) IN-1

comprehensive call flow exercise (continued)call does not transfer 171call flow steps with diagram 11call schedule for routing script 133call server status partial 173Cisco ICM RouterA not started 170config PG, main steps 100configure call types 124configure DNs 124configure ingress gateway - summary 87create and deploy customhelloworld - summary 99create incoming call routing script 133custom voice application 99define default VRU 107define VRU and labels for NAM and CICM 102DNs do not respond 170ECC variables 117high-level configuration approach 85I'm sorry we are experiencing difficulties, message 166I'm sorry, we are currently experiencing system problems,message 166ICM call script 127install PG on CVP 109local static routes 94network VRU script, define 125no response when place call 173only one DN works properly 171overview 83PG audio responses 172PG issues 170PG logical controller ID 104PG place allocated in ICM 100prerequisites 86receive busy signal 172restore gateway original configuration 87test calls 134transfer call to an extension 135transfer files to the gateway 91troubleshooting 170troubleshooting, quick checks 166

configuration file (voice gateway) 29, 47, 49, 87, 93add your system's IPs 29back up the file 47copy running config to startup config 49, 93restore original file before comprehensive exercise 87sample sections with explanations 29

controller domain 109enter for PG on CVP 109

custom media file 142create 142deploy using Call Studio 142proper codec for VXML server 142

custom voice application - create 55

customhelloworld 56, 64, 66, 77create call data 77create project in Call Studio 56deploy on VXML server 64modify and redeploy 66prerequisites 56

CVP 5, 17, 20, 33, 57, 167components described 5components in install packages 17create server for CVP and Reporting 20installation components by call flow exercise 17installation procedure 33license not neeed for exercises 33subdialog elements in Call Studio 57verify and start CVP Call Server 167

CVP installation 33choosing CVP components to install 33core settings 33select CVP packages to install 33set up reporting DB size 33Windows 2008 required for CVP 33

D

data 18, 77logins, IPs, and other data needed for exercises 18place a call for customhelloworld to create data 77

Dbaccess 79, 80access reporting DB 79query reporting DB 80tips for using 79

debug commands 155voice gateway 155

deployApp.bat use to deploy voice app to VXML server 64diagram 7, 8, 9, 11, 85

basic elements in comprehensive exercise 85comprehensive exercise call flow 11customhelloworld call flow 8HelloWorld call flow 7standalone with reporting 9

dial peers for voice gatway discussed 29dialed numbers 94, 124

configure for comprehensive 124configure local static routes for comprehensive 94

E

ECC variables 117, 127configuration steps 117enable window so can define variables 117example of use in ICM call scripts 127

Getting Started with Cisco Unified Customer Voice Portal 9.0(1)IN-2

Index

ECC variables (continued)how to enable in ICME Config Mgr 117required list to add, table of definitions 117table with descriptions 117

exercises 1, 6, 7, 8, 9, 11, 15, 16, 17, 18, 23, 27, 29, 39, 40, 41, 44, 46, 47, 49, 55, 56, 57, 61, 64, 66, 69, 70, 73, 75, 76, 83, 85, 88, 90, 91, 93, 94, 98, 100, 102, 104, 107, 109, 124, 125, 127, 133, 134, 135

add PG to ICM config manager 104add reporting server to ops console 73add standalone VXML server to Ops Console 41add voice gateway to CVP ops console 90add voice gateway to op console 44add VRU label 107add VXML server for comprehensive 98back up gateway config 47call server, add to Ops Console, configure forcomprehensive 94call server, add to Ops Console, configure for reporting 70chart of components by exercise 17components used in standalone simple 7comprehensive call flow 11comprehensive call flow - overview 83comprehensive, basic design elements 85config call types 124config DNs 124configure VXML server to send reporting data 76create new call studio project 56create routing script for incoming call 133create two versions of a custom voice application 55create voice application call flow 57define default VRU for comprehensive exercise 107define PG on CVP 109define route patterns for VoIP 27define voice element in call flow 57define VRU and labels for NAM and CICM 102deploy Call Studio application 61deploy voice app to VXML server 64described in order 6how to use VoIP 23, 134ICM call script, create 127listed in progressive order 1log into operations console 40, 88manually load new voice gateway services 49modify customhelloworld and redeploy it 66modify gateway sample template 29network VRU script 125non-standalone VXML server required 69PG logical controller ID 104PG place allocated 100planning prerequisites summary 16prerequisites 15prerequisites for customhelloworld creation 56save new voice config 49, 93standalone simple illustrated 7

exercises (continued)standalone simple, high level creation steps 39standalone with custom app 8standalone with reporting - requirements 70start Call Studio 56table of data needed from user 18templates, copy and modify 47test alternate version of customhelloworld 66transfer bootstrap files to gateway 46transfer call to an extension 135transfer fils to the gateway 91view server "configuration" states in Ops Console 75VXML server with reporting 9

F

finding information 177building components that run on Unified CVP VXMLsoftware 177configuration options for Unified CVP VXML Say It Smartplugins 177configuring and administering 177deployment planning 177installing and upgrading 177Java application programming 177ports used by Unified CVP software components 177reporting 177required software and hardware versions 177system requirements, release features, known defects 177troubleshooting 177using Call Studio 177using Unified CVP VXML software 177

for more information 177

G

gateway 15ALSO SEE "voice gateway" index entries 15

Get Script micro-application 125

H

hard drive space requirements 15HelloWorld 77

call customhelloworld to create max call data 77holdmusic.wav 57

defining its location 57


Index

I

I'm sorry we are experiencing difficulties, message 149I'm sorry, there was a problems with this application, message 149I'm sorry, we are currently experiencing system problems,message 149ICM 100, 102, 104, 107, 109, 127, 135, 167, 170, 173

add PG to config manager 104add VRU label 107call script, switch to edit mode 127call script, transfer call 135create call script 127define VRU 102ICM instance 100PG logical controller ID 104run icmsetup on CVP 109script monitoring mode, enable and examples 173service control, verify sevices are running 102setup program 100verify and start ICM services 167, 170

ICM - IVR -SIP 70, 94activate services in Call Server for reporting 70, 94

ingress gateway 87, 91restore original configuration 87summary of tasks required to configure for comprehensiveexercise 87transfer files to gateway using Ops Console 91

installation 17, 33ALSO SEE specific installation type such as CVP 33by call flow exercise 17components for all desired exercises at once 33CVP components in each "package" 17tips on how to do the CVP install 33

installation procedure 53Call Studio 53

introduction 2, 5CVP features listed and described 5steps to use this guide properly 2

IP addresses 18required IP addresses, fill in the table 18

L

license 33, 56Call Studio 56not needed for lab exercises 33

local static route for call server 94log files 155, 160

voice gateway 155VXML server, described 160

logical controller ID for PG 104

M

media file 142deploy custom file using Call Studio 142

media file - custom - proper codec 142media server 140, 141, 142

create custom media file 142file structure 140, 141use VXML as media server 140

memory requirements 15more resources and info 177

N

NAM and CICM 102define VRU and labels 102

O

operating system requirements 15Operations Console 40, 41, 44, 46, 47, 48, 70, 73, 74, 75, 76, 78, 88, 90,

92, 93, 94, 98, 158add CVP call server, configure for comprehensive 94add CVP call server, configure for reporting 70add reporting DB user 78add reporting server 73add voice gateway 44, 90add VXML Server (standalone) 41add VXML server for comprehensive 98add VXML server non-standalone for reporting 74check "configuration" status of servers 75check "running status" of servers 76check for VXML events at reporting server 78copy and modify a template 92create a template from a copy 47log in using browser 40, 88login steps 40, 88modify a template 47push gateway config changes using template 93push template config to gateway 48remove "standalone" VXML server 74restart servers from control center 158restart the VXML server 76system control center, server status 158transfer files to the gateway 46

overview 5, 15CVP features listed and described 5sources of basic information 15


Index

P

passwords 15, 18, 33age requirement 15length and other requirements 18required for exercises, fill in the table 18screen shot listing all password requirements 33special requirements 15

peripheral gateway 100, 104, 109, 169, 172, 173add to ICM config manager 104audio responses 172call server status partial 173config, main steps listed 100install on CVP 109network interfaces on CVP 109no response when place call 173node properties on CVP 109obtain logical ID and physical ID 104PG devices, enter number of 100PIM setup on CVP 109place allocated in IMC setup 100protocol properties on CVP 109related audio responses 172troubleshooting 172verify and start PG 169

phone numbers used in exercises 18planning 2, 16

prerequisites summary 16steps to use guide properly 2

prerequisites 15, 16, 20, 21, 33, 56, 70, 86, 117basic information reference guides 15comprehensive call flow exercise 86ECC variables to add - steps and list 117for creating call studio application 56gateway image version 15hard drive space basic and with reporting 15operating system and memory 15passwords special requirements 15planning summary 16SNMP installation steps 21standalone with reporting 70tasks before installing CVP software 20Windows 2008 needed for CVP install 33

production environment, using Unified CVP 177

Q

query Informix DB using Dbaccess 80query samples using Dbaccess 80

R

references, for more information 177reporting 137

add to comprehensive call flow exercise 137reporting database users 78

add using Ops Console 78reporting exercise 9, 69, 70, 73, 74, 75, 76, 77, 78, 79, 80

access Informix DB using Dbaccess 79add and configure call server in Ops Console 70add reporting server to Ops Console 73call flow and diagram 9check statistics for the reporting server 78components used 9configure VXML server to send data 76non-standalone VXML server required 69place call to create data 77prerequisites 70query DB using Dbaccess 80remove VXML "standalone" server 74view server "configuration" states in Ops Console 75

reporting server 73, 75, 78add reporting database users 78add to Operations Console 73check VXML events received 78view "configuration" state in Ops Console 75

route pattern 27, 169steps to define 27verify on CM server 169

routing script for incoming call, create 133

S

script monitoring mode 173enable and examples 173

servers 76check running status using Ops Console 76

services 49manually load to voice gateway 49

Set Variable, ICM call script 127SNMP installation steps 21Sound Recorder 142

use to create custom media file 142standalone custom exercise 8

call flow 8description and components used 8

standalone simple exercise 7, 39call flow 7creations steps, high level 39description and components used 7


Index

T

table of required data 18use to record passwords, IPs, etc. 18

templates 29, 47, 48, 92, 93copy and modify 47copy new items to a template 92modify sample template 29push changes, do rollbacks, etc. 93push config to voice gateway 48

terminal config mode, using 157transfer call to a phone extension 135troubleshooting 149, 151, 152, 153, 155, 156, 157, 158, 159, 160, 161, 162,

163, 164, 165, 166, 167, 169, 170, 171, 172, 173audio error messages table 149busy signal 151call disconnects exercise 171call does not transfer 171call immediately hangs up 152call server issues and tips 161call server status partial 173Call Studio audio responses 162Cisco ICM RouterA not started 170comprehensive call flow exercise 170comprehensive call flow quick checks 166Comprehensive exercise audio responses 166customhelloworld application deployment fails validation 164customhelloworld application validation failed 163CVP Call Studio 162, 163, 164CVP Subdialog Return error 165DNs do not respond 170gateway config file notes 157hear TTS response not holdmusic.wav 152hear TTS response not holdmusic.wav, troubleshooting 164holdmusic.wav 152, 164I'm sorry there was a problem with this application 149I'm sorry we are currently experiencing systemproblems... 149I'm sorry, we are currently experiencing system problems,message 166I'm sorry, we are experiencing difficulties, message 162I'm sorry, we are experiencing difficulties... 149ICM script monitor mode, enable and examples 173no response when place call 173only one DN works properly 171peripheral gateway 172PG audio responses 172PG issues 170receive busy signal 172rings once and hangs up 152terminal configuration mode tips 157verify and start CVP Call Server 167verify and start ICM services 167, 170verify and start PG 169

troubleshooting (continued)verify route patterns 169verify TTS server status 169voice application loaded but errors encountered 164voice gateway command list 153voice gateway debug commands and logs 155voice gateway is "reachable" 153voice gateway, view, copy print, config 156VXML server log files 160VXML server, admin batch files, defined 159VXML server, check status 158VXML server, restart from system control center 158VXML server, restart from Windows services 159VXML server, tips 158We are currently experiencing heavy call volume... 149Windows cannot open deployApp.sh 163Your call cannot be completed as dialed... 149

trunk, create for VoIP calls 24Trunks needed for exercises 23TTS and non-TTS custom voice application described 55TTS server 169

verify TTS server status 169type 10 VRU, define 102

U

updateApp.bat when to use it 66URI for audio file location in Call Studio 57user input - capture and process 143usernames 18

required usernames for exercises, fill in the table 18users 78

adding reporting database user 78

V

voice element - define in Call Studio 57voice gateway 15, 29, 46, 47, 48, 49, 93, 153, 155, 156, 157

add your IPs to the sample template 29back up configurtion 47command list table 153config file notes 157debug commands and logs 155manually load new services 49push config from Ops Console template 48reachable, verify 153save running config to startup config 49, 93software image, version requirements 15terminal configuration mode, using 157transfer bootstrap files using ops console 46view, copy, print config 156


Index

VoIP 23, 24, 27, 134define route pattern - dialed numbers 27set up for IP phones 23trunk for gateway, steps to create 24use explained for comprehensive 23

VRU 102, 107, 125add label 107define default for comprehensive exercise 107define for NAM and CICM 102network VRU script 125

VXML server 69, 74, 76, 98, 141, 158, 159, 160add for comprehensive exercise 98add version for reporting - in Ops Console 74admin batch files, described 159check running status is Up 76configuring non-standalone version for reporting 69log files 160restart using Ops Console 76restart windows service 159troubleshooting tips 158use as media server 141

VXML Server 76configure to send reporting data 76

VXML server (standalone) 41, 64, 74add to Operations Console 41deploy voice application to server 64remove for reporting exercise 74

W

We are currently experiencing heavy call volume 149where to go from here, references 177Windows services management 159

use to restart servers 159

Y

Your call cannot be completed as dialed, message 149


Index


Index

Documents

Getting Started with Cisco Unified Customer Voice Portal 9 ... · Getting Started with Cisco Unified Customer Voice Portal 9.0(1) First Published: July06,2012 Americas Headquarters