Configuration Guide for Cisco Unified Customer Voice Portal, Release 10.0(1)
Preconfiguration
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Preconfiguration

Preconfiguration

Prerequisites for Call Flow Model Configuration

This section describes the configuration procedures and information you need before you select a call flow model and implement it.

Design Prerequisites

  • Read the Cisco Unified Customer Voice Portal Design Guide.

  • Understand Cisco Unified Customer Voice Portal (CVP) and the description of call flow models.

  • Analyze the design information that is provided in Cisco Unified Customer Voice Portal Design Guide, and then choose a call flow model for your desired Unified CVP implementation.

  • Create the simplified all-in-one-box step-by-step call model examples.

  • Use the troubleshooting information and examples as templates.

Preconfiguration Tasks

Procedure
    Step 1   Have network information. See Network Information.
    Step 2   Perform ring no answer settings with SIP. See Ring No Answer Settings with SIP.
    Step 3   Install Unified CVP on your computer. For Unified CVP installation, see Installation and Upgrade Guide for Cisco Unified Customer Voice Portal, at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1006/​prod_​installation_​guides_​list.html and Unified CVP Installation.
    Step 4   Install Cisco Unified Intelligent Contact Management (ICM), Cisco Unified Communications Manager (CM), VXML and ingress gateways.
    Step 5   Ensure that you have login credentials for Operations Console and Reporting Server. To sign in to Operations Console and view its menus, see Operations Console.
    Step 6   Route calls through the network to the VRU. See Route Calls Through the Network to the VRU.
    Step 7   Configure ethernet switch/server NIC, gateways, and Call Server settings. See Ethernet Switch/​Server NIC, Gateways and Call Server Settings.
    Step 8   Apply contact center gateway debug settings. Apply Contact Center Gateway Debug Settings.
    Step 9   Check the network VRU types. See the Network VRU Types.
    Step 10   Refer to the SIP dialed number pattern matching algorithm. See SIP Dialed Number Pattern Matching Algorithm.
    Step 11   Obtain licenses for the required Unified CVP components.
    Step 12   Default security settings can prevent you from using Operations Console. Check your security policy and, if needed, change the settings to a less restrictive level.

    Network Information

    To configure Unified CVP components and additional solution CVP components for a call flow model, ensure that you have the following network information:

    • Understanding of which Unified CVP call flow model to implement.


      Note


      For information about call flow models, see the Cisco Unified Customer Voice Portal Design Guide.


    • Network topology for your system, including addresses and names of the solution components.

    • Failover strategy for Gateways, Unified CVP components, and Media Servers.

    • Strategy for inbound call routing (that is, dial-peers versus Proxy Server).

    • Naming resolution system for Gateways (DNS versus configured on the Gateway).

    • Naming schemes to be used for Unified Intelligent Contact Management Enterprise (ICME) peripheral gateways, peripherals, and routing clients.

    • If you are using a voice response unit (VRU) other than Unified CVP, have information about VRU trunk group number and number of trunks.

    • Know locale values to be used for automatic speech recognition (ASR) and text to speech (TTS) servers.

    • Know whether one or multiple VRUs, which refers to the dialed number, are to be used for each customer.


      Note


      If all the dialed numbers use the same VRU, use the default Network VRU instead of configuring multiple Network VRUs. For more information, see Configure Common Unified ICMH for Unified CVP Switch Leg.

    Unified CVP Installation

    Route Calls Through the Network to the VRU

    Most call flow models involve a step in which the call must be transferred to a VoiceXML gateway. Depending on the specific call flow model in use, one of two techniques is applied to direct that transfer. Both techniques involve one or multiple labels that Unified ICME or Unified Intelligent Contact Management Host (ICMH) provides. Configure these in the other call routing components of the solution to deliver a call to an appropriate VoiceXML gateway. Such labels are part of the overall dialed number plan of the contact center, and must be determined before you configure Unified CVP.

    Table 1 Call Flows Using Network VRUs and Customer VRU
    Call Flows Task

    Using Network VRUs of Type 7 or 10

    Determine the Network Routing Number. This number is the base for routing calls through the network to the VRU. A correlation ID is appended to this number to transfer calls to a Network VRU through the network.

    With a Customer VRU in Unified ICMH environments and for NIC Type 8 call flow models

    • Determine the translation route pools to use for each VRU.

    • Determine the labels to be sent to the network to connect the call to the VRU and the corresponding Dialed Number Identification Service (DNIS) that is seen by the VRU. For example, the label for the network might be 18008889999 and the DNIS received by the VRU and sent back to Unified ICME to identify the call might be 9999.

    Ethernet Switch/Server NIC, Gateways and Call Server Settings

    Ensure to have the following Ethernet Switch/Server NIC, gateways, and Call Server settings:


    Caution


    The Auto option is applicable only for matched port/NIC at Gigabit Ethernet (1000 Mbps). If you are unsure of the adjacent station configuration, select 1000/Full on the Gigabit interface. You can use the Auto option only if both stations supply Gigabit interfaces.
    Table 2 Ethernet Switch/Server NIC, Gateways and Call Server Settings

    Ethernet Switch Speed

    Server/Gateway NIC Speed

    Speed/Duplex Setting for Switch Port

    Speed/Duplex Setting for Server/GW NIC

    1000 Mb

    1000 Mb

    1000/Full

    1000/Full

    1000 Mb

    1000 Mb

    Auto/Auto

    Auto/Auto

    1000 Mb

    100 Mb

    100 Mb/Full

    100 Mb/Full

    100 Mb

    100 Mb

    100 Mb/Full

    100 Mb/Full

    100 Mb

    1000 Mb

    100 Mb/Full

    100 Mb/Full

    Apply Contact Center Gateway Debug Settings

    Procedure
      Step 1   Log in to the gateway.
      Step 2   Type enable and type your password to enter the enable mode.
      Step 3   Enter the configure terminal command to enter configuration mode.
      Step 4   Type ivr contact-center to apply default debug settings.
      Step 5   Configure the logging buffer size using set logging buffer.

      Example:set logging buffer 1000000
      Note   

      The logging buffer size should be 1000000 or more.

      Step 6   Exit configuration mode and return to the enable prompt by pressing Ctrl-Z.
      Note   

      To view the current operating configuration, including the changes you made, enter the show running-config command.

      Step 7   To save the configuration changes, enter the write running-config startup-config command at the enable prompt.

      Example:
                                  
      User Access Verification                            
      Password:                            
      ccbu-doc-gw4>en                            
      Password:                            
      ccbu-doc-gw4#config t                            
      Enter configuration commands, one per line.  End with CNTL/Z.                            
      ccbu-doc-gw4(config)#ivr                            
      ccbu-doc-gw4(config)#ivr contact-center                            
      ccbu-doc-gw4(config)#^Z                           
      ccbu-doc-gw4#show debug                            
      ....                        
      

      Network VRU Types

      In Unified ICME, Network VRU is a configuration database entity. It is accessed using the Network VRU Explorer tool of ICM Configuration Manager. A Network VRU entry contains the following information:

      • Type: A number from 7, 8, and 10, which corresponds to one of the types.

      • Labels: This is a list of labels, which Unified ICME can use to transfer a call to the particular Network VRU that is being configured. These labels are relevant for Network VRUs of Types 7 and 10. These types use the Correlation ID mechanism to transfer calls. Labels for Type 8 are defined in the Translation Route Explorer tool of ICM Configuration Manager, and are invoked using a Translation Route to VRU node.

        Each label comprises the following components:

        • A digit string, which becomes a DNIS that is understood by a SIP Proxy Server, by a static route table, or by gateway dial-peers.

        • A routing client, also known as a switch leg peripheral. Each peripheral device that can act as a switch leg must have its own label, even if the digit strings are the same in all cases.

      Unified ICME introduced Network VRU Type 10, which simplifies the configuration of Network VRU’s for Unified CVP. For most call flow models, a single Type 10 Network VRU can take the place of the Type 3, 5, 7, or 8 Network VRUs, which were associated with the Customer Instance and the Switch and VRU leg peripherals. The VRU-Only call flow models still require Type 8. However, in a specific case Type 7 is required.

      Network VRU configuration entries themselves have no value until they are associated with active calls. Following are the three places in Unified ICME where you can perform this association:

      • Advanced tab for a given peripheral in the PG Explorer tool of the ICM Configuration Manager.

      • Customer Instance configuration in the ICM Instance Explorer tool of the ICM Configuration Manager.

      • On every VRU Script configuration in the Network VRU Script List tool of the ICM Configuration Manager.

      Depending on the call flow model, use Unified ICME to search either the peripheral or the customer instance to determine how to transfer a call to a VRU. Unified ICME examines the following:

      • The Network VRU and the Network VRU using the Translation Route mechanism. The network VRU is associated with the switch leg peripheral when the call first arrives on a switch leg and Network VRU is associated with the VRU leg peripheral when the call is being transferred.

      • The Network VRU from the System Information tool, when the call is being transferred to the VRU using the Correlation ID mechanism. The Network VRU is associated with the Customer Instance or the default Network VRU.

      • The Network VRU, which is associated with the VRU Script every time it encounters a RunExternalScript node in its routing script. If the call is currently not connected to the designated Network VRU, Unified ICME does not execute the VRU Script.


      Note


      The previously supported VRU types still work with Unified ICME 7.1(1) and later for existing deployments. However, new installations should use Type 10 and existing deployments should switch to Type 10 on upgrade.


      SIP Dialed Number Pattern Matching Algorithm

      Refer to the following points to create dialed number patterns:

      • Wildcarded DN patterns can contain "." and "X" in any position to match a single wildcard character.

      • Any of the wildcard characters in the set ">*!T" can match multiple characters. However, only one wildcard character can be used for trailing values, else they can always match with remaining characters in the string.

      • The highest precedence of pattern matching is an exact match, followed by the most specific wildcard match. When the number of characters is matched equally by more than one wildcarded pattern, precedence is given from top to bottom of the configured DN list.

      • There is no explicit software limit on the number of items in the DN pattern list.

      Additional Configuration Instructions

      Order of Device Operations

      Based on your call flow model, set up the device operations in the following order.

      Table 3 Order of Devices
      Device Operations Settings

      Device Deployment

      • SIP Proxy Server device (optional)

      • Unified CVP Call Server device

      • Unified CVP VXML Server device

      • Unified CVP Reporting Server device

      • Other Devices (for example, Gateways and Unified CM)

      System Configuration

      • SIP Server Groups

      • Dialed Number Pattern

      • Locations

      • Courtesy Callback

      Miscellaneous

      • Transfer of licenses (required)

      • Transfer of VXML applications (required)

      • Bulk transfer of default Gateway files (required)

      Manage Devices

      Procedure
        Step 1   Add new Unified CVP device.
        Step 2   Configure Unified CVP device.
        Step 3   Save and deploy Unified CVP device.
        Step 4   Transfer license.
        Step 5   Restart Unified CVP device to activate license.
        Step 6   Verify that Unified CVP devices are active in Operations Console.
        Step 7   Deploy system-level configuration, Dialed Number Pattern, SIP Server Groups, Locations, and Courtesy Callback, and verify their statuses.
        Step 8   Save and deploy the SNMP Configuration.